Date Set: Deadline date:

Unit 2 – Customer Relations In Hospitality

Assessment and Feedback - Your task will be assessed by Mrs Allan and feedback will be
given to help you improve your work.

Purpose – The purpose of this task is for you to know how hospitality organisations monitor and
evaluate customer service.

Assessment activity 3
Scenario
You work for a local hotel and you are in charge of staff development and customer service
training.
Recently there has been negative feedback concerning customer service in the hotel. The
manager is concerned that this will cause customers to go elsewhere.
Following a meeting with the manager, you have been asked to look at methods used to monitor
and evaluate customer service. The manager wants you to use these findings to make a
presentation to give ideas that could be used at the hotel.

You need to produce a presentation that:

Task 1 (Provides evidence for P4)

Identifies ways of monitoring and evaluating customer service.

Investigate the methods hospitality organisations use to monitor and evaluate customer service,
identifying how:

o Information is gathered
o Information is used to improve customer service

Task 2 (Provides evidence for M2)

Analyses the methods of monitoring and measuring customer service, outlining the strengths
and weaknesses of each.

Produce a set of guidelines for your manager that outlines the strengths and weaknesses of
each method identified in P4.