What are the key elements of that policy and its supporting

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Reference no: EM133040772

Assessment Task 1: WORKPLACE HOURS LOG and WORKPLACE OBSERVATIONS

You are required to maintain the log provided to record the service periods worked in the work placement venue(s).

You are also required to develop and implement policies and procedures in the work placement venue.

Activity 1
Research customer service policies and procedures and answer the following questions

Question 1
Research the Business Australia
Using the internet, research Business Australia (business.gov.au) guidance and recommended standards on how to communicate with customers.

What are the four elements Business Australia recommends for face-to face customer service that would be essential in a venue such as in hospitality business premises?

Question 2
Access and Review the Welcoming Policy & Procedures

Access the Marino Enterprises Customer Service - Welcoming Policy and supporting procedure.
Review this document and answer the following question:
What are the key elements of that policy and its supporting procedures?

Question 3
Access and Review the Welcoming Policy & Procedures

Access the Marino Enterprises Customer Service - Telephone Policy and supporting procedure.
Review this document and answer the following question:
What are the key elements of that policy and its supporting procedures?

Question 4
Access and Review the Internal Complaints Policy & Procedures

Access the Marino Enterprises Internal Complaints Policy and Procedure.
Review this document and answer the following question:
What are the key elements of that policy and its supporting procedures?

Question 5
Research the Australia New Zealand Food Standards Code
Using the internet, research Australia New Zealand Food Standards Codeand summarise below Food Safety Standard 3.2.2 Food Safety Practices and General Requirements and health and hygiene responsibilities of food handlers relating to personal hygiene and handwashing.

Activity 2

Develop Customer Service Policies and Procedures
Using the outcomes of you research in Activity 1 as a base, you are now required to develop policies and procedures for your work placement venue.

You should first discuss your research findings with other staff at your workplace and/or fellow students for their input.
If your workplacement venue has corresponding policies and procedures already in place, you are to consult with your supervisor and either-
• review the existing policies and procedures and create amended versions to align with the outcomes of your research, or
• create replacement policies and procedures.
Note that in Activity 3 you will be required to implement the policies and procedures you develop, therefore you will not be able to use the venue's existing policies and procedures, if any, as it would be assumed they would be already implemented.

Step 1
Develop a Welcoming Policy & Procedure

Using the Customer Service: Policy and supporting Procedurestemplate provided as a handout, develop a Welcoming Policy and supporting procedures that are appropriate for your workplacement venue.

Step 2
Print and Circulate Welcoming Policy and Procedure

Print the policy and procedures, keep a copy to include with your submission and provide copies to staff. Place a further copy in an appropriate place at the workplace.

Step 3
Develop a Telephone Policy & Procedure

Using a 2nd copy of the Customer Service: Policy and supporting Procedurestemplate provided as a handout, develop a Telephone Policy and supporting procedures that are appropriate for your work placement venue.

Step 4
Print and Circulate Telephone Policy and Procedure

Print the policy and procedures, keep a copy to include with your submission and provide copies to staff. Place a further copy in an appropriate place at the workplace.

Step 5
Develop a Handwashing Policy & Procedure

Using a 3rd copy of the Customer Service: Policy and supporting Procedurestemplate provided as a handout, develop a Handwashing Policy and supporting procedures that are appropriate for your work placement venue for adoption by both staff and customers.

Step 6
Print and Circulate Handwashing Policy and Procedure

Print the policy and procedures, keep a copy to include with your submission and provide copies to staff. Place a further copy or copies at appropriate place(s) at the workplace to be accessed by both staff and customers.

Attachment:- Workplacement Cluster Assessment Booklet.rar

Reference no: EM133040772

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