Assessment 1 - Research Activities

SIT31016 Cert III in Patisserie

SIT40516 Cert IV in Commercial Cookery

SIT50416 Diploma of Hospitality

HSA16-SUIH - SITHIND002 Source and use information on the Hospitality Industry

Units of Competency:

SITHIND002 Develop and update hospitality industry knowledge

Elements of competence

 Source and use relevant industry information.

 Source and use compliance information in daily activities.

 Source and use information on hospitality technology.

  Update personal and organisational knowledge of the hospitality industry.

Activity 1 Hospitality Sectors

1.1 Visit 2 hotels in your city. One hotel should be 4½ to 5 Star rating; the other hotel should
be 4 Stars or below.
Describe the following for each property:
a) The location (exact address)
b) Nominate 3 points of interest within a 500 metre radius of each hotel.
c) Describe ten facilities within the hotel
d) Provide the cost and description of the cheapest room and the most expensive room in
each hotel
Answer:
1.1 1. Mercure Sydney Parramatta (4 Star Hotel)
2. Melton Hotel (3 Star Hotel)

1. Mercure Sydney Parramatta

1.1 a). Location:
106 Hassall St, Rosehill NSW 2142

b). 3 Point of interest:

1. Rosehill Garden Racecourse
2. Riverside Theatre Parramatta
3. Westfield Parramatta

c). Ten Facilities within the hotel:

1. Outdoor swimming pool
2. Spa
3. Restaurant with a terrace and bar
4. Tennis Court
5. Wi-Fi - Paid
6. Covered & Uncovered Parking (Paid)
7. Room Service
8. Saftey Deposit Boxes
“ 9. Fitness Centre
10. Currency Exchange

d). Cost and Expenses:

Cheapest Room : $169 (Standard Room with sound proofed & 24 hour room service).
Expensive Room : $ 204 (Upgraded Privilege Room with sound proofed, 24 hour room
service & free breakfast).

Reference: www.mercurehotelparramatta.com.au
2. Melton Hotel
1.1 a). Location:
163 Parramatta Rd Auburn, NSW 2144

b). 3 Point of interest:

1. Costco Wholesale
2. Auburn Gallipoli Mosque
3. Nike Factory Store

c). Ten Facilities within the hotel:

1. Free Wi-Fi
2. On-Site Parking
3. Restaurant
4. Bar / Lounge
5. Self Service Laundry
6. Walk in Bottle Shop
8. Rooms with Sharing Facility
9. Air Condition in all rooms
10.Gym

d). Cost & Expenses:

Cheapest Room: $94 Economy King Room with Shared Bathroom ( 1 King Bed with
shared bathroom including amenities available).
Expensive Room: $135 Economy King & Single Room with Shared Bathroom ( 1
Twin Bed & 1 King Bed with shared bathroom including amenities available).

Reference : www.meltonhotel.com.au

1.2 Name 3 different types of clubs in your city.

Describe the following for each club.
a). The name and location
b). The type of club
c). Name at least 5 facilities available to visitors of the club
Answer:
1.2 a).The Name & Location
1. Merrylands Bowling Club
Location: Newman St, Merrylands NSW 2160
2. Parramatta Leagues Club
Location: 1 Eels Place, Parramatta NSW 2150
3. Merryland RSL Club
Location: 9/12 Miller St, Merrylands NSW 2160
 b). The type of club
1. Bowling Club
2. Entertainment Club
3. RSL Club (Return and Service League)

c). 5 Facilities available:

1. Merrylands Bowling Club
i). Bowling
ii). Restaurant
iii). Live Bands (Free Entry)
iv). Free Wi-Fi
v). Free Coaching & Training on Tuesday at 9:30am & Friday at 2pm
2. Parramatta Leagues Club
i). Dining & Bars
ii). Club shop *Takeaway Alcohol Sales*, Sports Jersey’s Clearance Sale, etc..
iii). Free Car Park (Excluding Special Event Day)
iv). Little Viking Clubs for kids with free eat on Monday & Tuesday Nights
v) Live Sports show on Big Screen
3. Merryland RSL Club
i). Bellbirds Play Area for Kids
ii). Membership
iii). Poker
iv). Art Exhibition on time to time
v). Bar & Lounge

Reference: 1. www.clubmerrylands.com.au
2. www.parraleagues.com.au
3. www.mrsl.com.au

1.3 Name 3 Resorts in your state.

Describe the following for each resort
a). The name and exact location of resort
b). How you would get to the resort from your city’s airport (give more than one
option if possible)
c). Five facilities available to guests at each resort
Answers:
1.3 a). The name & exact location of resort
1. Name: Shelly Beach Resort
Location: 156 Pacific Dr, Port Macquarie NSW 2444
2. Name: Fairmont Resort & Spa Blue Mountains
Location: 1 Sublime Point Rd, Leura NSW 2780
3. Name: Pacific Bay Resort Terrace
Location: Cnr Pacific Hwy and, Bay Dr, Coffs Harbour NSW 2450
b). How you would get to the resort from your city’s airport (give more
than one option if possible)
1. Shelly Beach Resort
We can take a plane from Sydney to Port Macquarie. Port Macquarie Airport is a 10-
minute drive away the hotel. The hotel is located in the heart of Port Macquarie, 5
minutes' walk from the Historical Society Museum, and 15 minutes' drive from
Billabong Zoo. A variety of restaurants and cafes are within 10 minutes'
walk.Travelling by car into Port Macquarie follow the road signs that say 'Beaches'.
Hotel is located on the corner of Lord & Stewart streets, on the headland of Port
Macquarie, looking straight out to Town Beach and the ocean. Buses operate from
the railway station, shopping centres and most beaches, and travel to most towns
and areas around the Greater Port Macquarie region. Busways is the local bus
company that services the Greater Port Macquarie region.
2. Fairmont Resort & Spa Blue Mountains
Sydney trains depart from Central Station at frequent intervals throughout the day.
The fastest trains reach Katoomba in about 100 minutes, with stops at Parramatta,
Westmead, Penrith and Springwood. For the Aboriginal Blue Mountains Walkabout,
take an ordinary train to Faulconbridge. 26 min (26.9 km) via Great Western
Hwy/A32. Also Opal card are useful for the journey and also for the local public
buses in the Blue Mountains.
3. Pacific Bay Resort Terrace
Coffs Harbour Airport is New South Wales largest regional airport and offers direct
flights from Sydney, Melbourne and Brisbane daily. The airport is located just 5
minutes’ drive from the Coffs Harbour CBD, just 10 minutes from Pacific Bay Resort
and offers a complete range of visitor information and rental car options.
c). Five facilities available to guests at each resort.
1. Shelly Beach Resort
i). Solar Heated Pool & Spa
ii). BBQ & Undercover Picnic Area
iii). Free Wi-Fi
iv). Free Parking
v). Games Room
2. Fairmont Resort & Spa Blue Mountains
i). Heavenly Gardens
ii). Kids Zone
iii). Concierge
iv). Parking
v). Dry Cleaning & Ironing
3. Pacific Bay Resort
i). Bay side Bar & Grill
ii). Tranquillity Day Spa
iii). Golf
iv). 3 Swimming Pools
v). Kids Game Room

Reference : 1. www.shellybeachresort.com.au
2. www.fairmontresort.com.au
3. www.pacificbayresort.com.au

1.4 Provide the name, location and 5 facilities of each of these types of venues.

These properties must be located outside the capital city of your state.
a). A Bed and Breakfast the Astor Hotel (93 Auburn St, Goulburn)
➢ Free parking
➢ Free Wi-Fi
➢ Free drinks and services for regular customer
➢ Lodging store
➢ Gaming room

b). A Guest House- The Tattersalls Hotel (76 Auburn St, Goulburn)
➢ Free parking
➢ Free Wi-Fi
➢ Free drinks and services for regular customer
➢ Lodging store
➢ Gaming room and free game service

Reference:

1.5 Name 2 gaming venues in your state.

Provide the following information
a) Name and location
b) 7 Facilities

a). Goulburn Golf club (Backshaw Rd, Goulburn, NSW 2580)

b). i. Gaming service
ii. Free parking
iii. Free internet
iv. Golf vehicles and good cars
v. Indoor pools
vi. Cafe and good coffee services
vii. Assistance for golf customer

a). Tattersalls hotel and casino (76 Auburn St, Goulburn, NSW 2580)
b). i. Good food service and price
ii. Outdoor entertainment area for everyone
iii. Free parking
iv. Free Wi-Fi and internet
v. Mini bars and poker area
vi. Betting area and good qualified security
vii. Pokers machines and drinking area
viii. Friendly service and good environment
Activity 2
Choose one of the establishments you have researched in activity one to answer the following
questions.

Answer:
Organization Name: Melton Hotel
Location: 163 Parramatta Rd Auburn, NSW 2144

2.1 The external factors affecting above business organization are:

• Weather
Due to the bad weather (heavy rain fall, cold etc..) Customers won’t be able to visit the restaurant.
• Natural Disaster
floods & Landslide are the common natural disaster in the town.
• Tourist Overseas
Unmanageable overseas crowded tourist.
• Parking
Small parking area.
• Exchange Currency Rate
High and low exchange currency rate.
• Food
Good food attracts the customer and increases the business similarly bad food decreases the
customer
• Local Tourist
• Labour
If there is no sufficient staff then it will be the cause of less production & effects on work punctuation.
• Supplier
The necessary goods is the main sources to run any business smoothly. If the good won’t get
delivered on time then the business can’t be run properly.

2.2 The attributes of the ideal employee working in above organization are:
• Clean Uniform
• Team Work
• Work Planning
• Polite & Discipline
• Pleasant Looks with Friendly Nature
• Should be able to perform tasks under pressure.

2.3 The duties of both the housekeeping and front office department in a hotel are:
• Greeting the visitor (Welcome)
• Room Booking
• Giving the facility of drink & food
• Room division is responsible for making comfort
• Housekeeping and front office should possess a good communication with each other to make good
deal with customer.
2.4 The entry position in this organization that I’ve selected is “Kitchen Helper”. The skills and
knowledge that would be useful for applying for this position are:
• Able to help kitchen head
• Ability to cut the food to cook
• Skill to make food and also serve to the waiter
• Skill to wash the dishes and clean the kitchen

Activity 3
Find out the names and dates of the following legislation in your state:

3.1 Food Handling

. Australia New Zealand Food Standards Code (FSANZ)

. Food Act 2003 (NSW)
. Food Regulation 2015
3.2 Liquor sales and service

. Responsible Service of Alcohol (RSA) - NSW

. Liquor Act 2007
. Liquor Regulation 2008
3.3 Sale of goods

. NSW - Sale of goods Act 1923

3.4 Trade practices

. Fair Trade - NSW

. Fair Trading Act 1987
. Fair Trading Regulation 2012
3.5 Anti-discrimination

. NSW - Anti-discrimination Act 1977

 Work Effectively With Others

Activity 1

1 Ans. Jack is the sender.

2 Ans. Jill is the receiver.
3 Ans. Verbal & oral communication with body language is a channel.
4 Ans. During the work operation & following the work pattern is the context.
5 Ans. Feedback is her embarrassed face with “No” as her reply for the comment.
6 Ans. I. Jack’s body language as his hands on hip.
II. Place (at door) where Jack’s confronted Jill.
III. Jill’s negative reply “No” as a feedback being embarrassed & angry face.
Above points are identified as noise or interference to the effective communication of
the message.

Activity 2

1 Ans. 5 examples of written communication used in the hospitality industry:

I. Do not Disturb (DND).
II. Recruitment Notice by HR.
III. SDS (Safety Data Sheet) used in kitchen, chemical stores, engineering areas etc.
IV. Purchase order.
V. Appointment letter or Employment contract.
VI. Policy & procedure.
VII. Termination letter.
VIII. Internal Memo.
2 Ans. Following media can be used for written communication:
I. Fax
II. E-mail
III. Post
IV. Letters (send via mail)
V. Texts
VI. Facebook, Twitter etc..(Social media).
VII. MEMO
3 Ans. Good written communication is comprised of several elements, they are:
I. Clarity, a clear communication on simple manner.
II. Grammar, ensuring a proper spells checks.
III. Gentle tone, it’s about how the other person is going to purse it.
IV. Correct address, who will be communicated.
V. Purpose, a subject need to be discussed.
 VII. Consciences, to the point.
VII. Presentation, presenting with good template & appropriate punctuation.
VIII. Relevant to the receiver.

Activity 3
a Ans. Through body language & facial expression.
b Ans. i). Body Language
ii). Facial Expression
iii).Verbal Communication etc.
c Ans. i). Pay full attention
ii). Listen carefully on what is being transmitted
iii). Verify properly that what is being transmitted for better
understanding
iv). Identify feelings & belief behind the words etc.
d Ans. Yes, there was confusion over the message that I was transmitting or
receiving. Confusion occurred due to following causes:
1. Not paying full attention
2. Misunderstanding
3. Poor communication etc.
I have tried the following ways to clear confusion:
1. Verified what was the confusion
1. Clearly communicated once again
2. Listened carefully & paid full attention
3. Tried to clear out the misunderstanding etc.
e Ans. As a sender it was my responsibility to make sure the message was
received because if in case a sender has not build up a clear communication
or did not conveyed message properly then receiver won’t be able to receive
message properly.

Activity 4

How do you feel when other people: Positive Negative Neutral

Give you a big smile √

Wink at someone else while talking to you √

Stifle a yawn and look at their watch √

 Sit forward in a chair and nod while you talk √

Stare at the top of your head √

Narrow their eyes and fold their arms √

Tap a pen on the desk and look out of the window √

Nod their heads slowly √

Stand very close to you while you are talking √

Put all the phone calls on hold when you start to talk √

Activity 5

1 Ans. Listening is receiving language through the ear. It involves identifying the sounds of speech and
processing them into words and sentences. Also, it requires proper attention & focus of the person, no matter
what language we are speaking. It is a skill that some people need to work harder than others.
2 Ans. Good Listener:
I. Facing the speaker & maintaining an eye contact.
II. Being relaxed as well as attentive during whole speech of the speaker.
III. Not interrupting a speaker & imposing any kind of solution in between the speech.
Poor Listener:
I. Not paying an attention & start looking somewhere else rather than the speaker.
II. Interrupting in the middle of the speech & giving own views without listening the
whole story or matter.
III. Start showing negative body language like for example starts tapping fingers,
looking for mobile & keeps taking on phones, keep on nodding but not giving any
feedback etc.

Activity 6
Case Study A

1 Ans. Due to the following reason communication has failed here:

I. Language barrier, Julie is an Australian & Anna is a Fiji girl. Anna was finding a difficulty with Julie’s
Australian ascent which was troubling her to understand the work & working pattern instructed by Julie.
II. Julie just instructed formally about work & its pattern but did not cross checked her work in between
to confirm whether Anna has done her work as per instruction given or not plus did not cross questioned Anna
once, to confirm whether she has understood or not whatever she was instructing.
2 Ans. Communication can be improved between Anna and Julie on following ways:
I. Julie can cross check Anna’s work to confirm whether Anna is doing the work on correct order or not.
II. Julie must have to cross question Anna to confirm whether she is understanding or not.
III. Anna must take an initiative to ask with her senior or supervisor Julie for one more training session &
also inform Julie about her language problem so, that Julie will try her to make understand on any other ways.
IV. If Anna is not being able understand given task & its pattern then Julie must has to inform her senior
or hotel management so, that they will think about providing one more training session to get productive result.
V. It’s not only about Anna, other person might also face similar kind of difficulty so, that hotel
management can change their training pattern & develop other new pattern such as showcasing workflow, some
visual presentation, print outs etc.. to make training session more easier & understandable.

3 Ans. Julie should have used following methods to check for understanding:
I. Cross question for getting feedback.
II. Cross check the work in between working session.
III. She can put the situation to her senior or hotel management & ask for day two training session for
Anna.
IV. She can also ask her hotel management team to change on the current pattern of training session &
more effective ways to make easier training session such as giving demo, printout etc.

Case Study B
1 Ans. a. Blocking Lisa’s entry by placing his chair in front of her entry, which was very annoying body language.
b. Not paying attention, he was not attentive while Lisa was asking for his assistance.
c. Wrong facial expression at wrong time, His annoying facial expression.
d. Lack of work ethics, he just signalled for MET timetable rather than explaining Lisa about the way to
catch up the tram.
e. Ignorance & rude, He picked up ringing telephone & turned his back to Lisa.
2 Ans a. His illness, his headache which was making him so annoying & driving him crazy.
b. Damien’s lack of good communication.
c. Not paying attention to Lisa.
d. Poor Listener, he was not listening Lisa’s queries properly.
e. Emotions, he was feeling very irritating due to his headache.
3 Ans. a. He could had the conversation with his supervisor once all though he had already took his all sick
leaves, he might have still a chances to get a day off.
b. He could have asked for anyone else assistance on his work with his supervisor, mentioning about
his headache.
c. He could have expressed his emotions & the way he was feeling due to headache to Lisa & could
have explained her queries slowly by taking time.

Activity 7
Ans.
 Customer Type Needs / Expectations

Aged Person 6. Prompt service

4. disability access

Young Single Person 10. Sporting activities

9. Special Dietary Meals

Newly Weds 2. Privacy

7. Entertainment

Overseas Tourist 3. currency/travellers cheque exchange

11. Language Interpreter

Family 12. Value for money

1. Child Minding

Business Person 5. Discreet service

8. Secretarial services

Activity 8
Ans.

Statement True False

It is important to greet a customer when √

he/she enters your establishment.

It is not your concern if an overseas √

customer cannot be understood.

It is not possible to always be friendly √

towards customers.

Aged customers do not like being √

 assisted in reading the menu.

Customers respond positively to hearing √

their own name.

Strange surroundings can cause some √

customer discomfort.

Personal presentation can refer to √

maintaining a clean uniform

The smell of cigarette smoke on your √

clothes can be offensive to some people

Activity 9
Ans. I. I will first acknowledge what complaint is about & establish the nature, also details of the
complain
II. I will listen to Mr Jones complaints & handle his complaints promptly, sensitively,
courteously and discreetly.
III. I will response wisely to Mr Jones & advise him of the course of action to be taken to
resolve the complaint. Also, I will check that this is acceptable to Mr Jones.
IV. I will definitely take action to the complaint, resolve the complaint to the Mr Jones
satisfaction within the range of my authority.
V. I will refer complaints to a higher authority if I cannot resolve the situation to the Mr Jones
satisfaction & report referral to Mr Jones.
VI. I will make sure the follow up, complete necessary documentation accurately and legibly
within the time constraints

Activity 10
1 Ans. Yes, it is important for hospitality professionals to be able to work in a team because without
the team no work can be done or can be success. The cooperative effort of a team is called
teamwork. It plays a vital role in hospitality industry without the effective teamwork no work can be
success. Teamwork means a majority of people using the individual skills and cooperative effort to
achieve a common goal of the business. To maintain standard, quality and the good service of the
hospitality business there should be the teamwork.
2 Ans. Team spirit is the feeling of pride and loyalty that exists among the members of a team by
supporting each other, working together for a common goal and that makes them want their team to
do well or to be the best.
It is demonstrated on following ways:
a. know the job and perform it well.
b. Communicate in open, honest and courteous manner.
c. Trust, support and respect each other.
 d. Recognise and accommodate cultural differences within the team.
e. Identify work team goals jointly.
f. Seek assistance from other team members when necessary.
3 Ans. Cultural difference can have a powerful effect on communication within the organisation.
Problems occur between people of different cultures primarily because people tend to assume that
their own cultural norms are the right ways to do things.
For Example, I. Work ethic, different cultures display different work ethics which can be mixed up on
same one work place at same moment which will create dispute in between team due to which a team
cannot demonstrate a good team work.
II. The value of teamwork, some cultures value the team effort while other emphasize
the individual effort and recognition.
III. Religious and political beliefs, a person’s religious and/or political beliefs should not
impact directly on the team however, religious observations may influence a person’s need for time
off. Also, ability to perform certain tasks, need to observe certain practices during work.
4 Ans. a. Increased productivity.
b. Employee development.
c. Improved customer satisfaction.
d. Social interaction.

Manage Conflict

1 Ans. Yes, conflict occurs from this situation because of following elements factors:
i). Discomfort caused by his phone rings which are unethical & distracting others.
ii). It is raising tension due to his irresponsible behaviour on such as serious matter
apart of being a manager & holding such a responsible position.
iii). It might be co-incident that he might have forget to switch off his mobile but
incident accused on this situation which brought up a disturbance & seems like he
was ignoring or avoiding matter of seriousness.
2 Ans. Situation for example,
In a take away store, a customer ordered for small chips with chicken salt but a customer
service girl gave him/her a small chips with normal salt. Customer felt little bit annoyed &
complained me as I was also working there as a customer service girl & was assisting her at
that moment. He told he was not satisfied with our service, she should have confirmed an
order with proper listening. She just took order & did not even bother herself to confirm with
customer once before placing an order.
By looking at this situation I think due to the following factors this situation or conflict has
occurred:
1).Improper Listening to a customer or lack of proper communication ,while placing
an order she did not listened to him properly & just took an order without even confirming
once before she placed an order.
2). Not doing job efficiently & effectively, a customer service girl was responsible for
taking an order & delivering that particular order to the customer where she has created the
lapse in between & placed wrong order delivery to the customer.
 3). Discomfort, a customer was not satisfied with a mistake order delivery which he
has received due to which a situation of discomfort has occurred for him and cause the
situation of conflict .
3 Ans. Demonstrating trust,
a). Being friendly
b). Being prompt / punctuate
c). By being efficient towards the situation, which shows a concern
d). Empathy, showing concern & also resolving conflicts at same time by being
supportive.
e). Communicating positive elements.
f). By being Encouraging
g). Positive Leadership
Demonstrating concern
a). Identifying the situation
b). Ask & listen
c). Feedback
d).Confirmation
e).Follow up
f). Empathy

4 Ans.I am responsible for finding a solution in this situation because I am holding a position
where I am supposed to supervise the situation &staff as well . By building trust with Britney
& Rolf with having communication on good way by confronting them. I must have to show or
explain them a situation & let them know what can happen as a crisis due to their behaviour
so, that we all will be able to solve the problem. In all this conversation and resolving
process I also have to bring harry as my senior to inform and resolve the scenario. On all
this process I will be taking care of the following elements:
a). Identify a problem with Britney & Rolf
b). Confronting Britney & Rolf
c). Informing my senior, Harry
d). Inviting Britney & Rolf to communicate with me as well as Harry
e). Taking initiative to solve the problem
f). Informing Britney & Rolf about the disturbance that has created problem on work station
g). Bringing out a solution with creating a team work environment & involving Britney & Rolf
with the warning for a next time so, that they also team up properly will all other colleague as
well as with each other & we also get solution .
5 Ans. a. Doing a big clean up of unnecessary documents, this will help them first to find out
more space for important things.
b. Rearrange the furniture & another filing cabinets, by rearranging furniture they can
set up easily with less amount & can manage more space on their own.
c. More & Compacting Shelves, this will involve small amount/ cost & can be small
help to create more space in work place.
6 Ans. Four points of negotiation are:
a). Clarifying Goals, from the discussion, the goals, interests and viewpoints of both sides
of the disagreement need to be clarified. It is helpful to list these factors in order of priority.
Through this clarification it is often possible to identify or establish some common ground.
Clarification is an essential part of the negotiation process, without it misunderstandings are
likely to occur which may cause problems and barriers to reaching a beneficial outcome.
b). Negotiate Towards a Win-Win Outcome, this stage focuses on what is termed a 'win-
win' outcome where both sides feel they have gained something positive through the
process of negotiation and both sides feel their point of view has been taken into
consideration. A win-win outcome is usually the best result. Although this may not always be
possible, through negotiation, it should be the ultimate goal. Suggestions of alternative
strategies and compromises need to be considered at this point. Compromises are often
positive alternatives which can often achieve greater benefit for all concerned compared to
holding to the original positions.
c). Agreement, this can be achieved once understanding of both sides’ viewpoints and
interests have been considered. It is essential to for everybody involved to keep an open
mind in order to achieve an acceptable solution. Any agreement needs to be made perfectly
clear so that both sides know what has been decided.
d). Implementing a Course of Action, from the agreement, a course of action has to be
implemented to carry through the decision.
7 Ans. Negotiation important in gaining cooperation of others because negotiation is
important in business, and prioritizing having good negotiators on a team, we create the
perfect environment for business success. Also, by approaching negotiation but not as a
competition, as a compromise which everyone leaves satisfied can create a very good team
working environment for productive output.

8 a Ans.

Level (e.g. Discomfort)

Crisis Customer giving a second rude response without

provocation

Discomfort Waiter replying to customer “so what do you want

anyway?”

Incident Customer walking out of restaurant making very rude

comments

Tension Customer stating “I hope it’s only 5 minutes”

8 b Ans. The sign of conflict in this scenario:

a. Customer’s firm voice “I hope it’s only 5 minutes!” all though waiter has politely explained
a situation & ask d ask if they would mind waiting at the bar, as a table should be available in
5 minutes. It created level of discomfort to the situation.
b. First rude response of customer towards waiter while he gave them a menu & asked if
they would like a pre-dinner drink to comfort a customer, as like every waiter do in restaurant
while they sit on table but customer respond differently.It created level of tension to the
situation.
c. Customer giving a second rude response without provocation to waiter with a loud voice
saying “Finally you’ve arrived! Where have you been, all we do is wait in this place! Isn’t that
right?”. It created a level of Crisis to the situation.
d. Waiter reply in a loud voice to customer “so what do you want anyway?”.
8 c Ans. In my opinion:
1. Customer should not have behaved rudely knowing the situation & should consider the
situation accordingly as the waiter has requested politely in the beginning.
2. Though the customer raised his voice without a provocation waiter should have handled it
with his calmness till the end.
3. Waiter should have approached with alternative to the customer such as a complementary
drink or any other possible things with in his authority so handle the customer from the
beginning as the waiter already knew that customer is getting offended due to the incident
occurred.

8 d Ans. a.I might have offered for alternative to the customer after providing him a table at
first as I knew he got very offended about waiting.
b. Showing attention through customer needs.
c. Handling calmly though the customer was being rude & was raising his voice.

9 a Ans. The problem of guest are:

i). He was very tire.
ii). Lack of time, he was in rush.
iii). He is very frustrated of not getting his booked room.

9 b Ans. Yes, the receptionist have a problem, they are:

i). She was not finding booking.
ii). Her phone was ringing.
iii). the queue/line was increasing.
iv). Customer is getting angry.

10 Ans. Negotiation assist conflict resolution on following aways:

i). Consider interest & values separately, which will help to solve the conflict with a
bargain accordingly.
ii).By establishing common negotiation ground, it begins to create value (& claim
more value) using integrative strategies.
iii). It will bring a satisfaction for both the parties & may have a win win situation.
11 Ans. a. Are you satisfied with our conflict resolution service?
b. Did you find our alternative good or need to be improvised?
c. Are you going to be back?
d. How did you find our follow up?
e. Will you be back again & provide us an opportunity of better service, next time?
12 Ans. a. Could you please let me know, how I handled a situation or there any possible
ways they have as a suggestion.
b. Did I acknowledge the conflict properly or not? If not could you please let me
know what was it all about though it has been resolved.
c. Is there any other ways that I am capable to be helpful for them so, that next time
they don’t find any difficulty to communicate in between each other & conflict won’t happen
next time.
d. Being a manager, am I able to make them understand the whole process & are
they being able to understand it properly or not. Also, do I need to change my ways.

Assignment: Assessment 1 – Marking Guide

SITHIND002 Develop and update hospitality industry knowledge
Unit of Competence

Student’s Name Ashish sapkota

Student’s ID DY21668

Assessor’s Name Daniel

Date of assessment 1/05/2020

Assignment Assessment 1

Did the student demonstrate knowledge Yes Yes Comments

of:

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Feedback to student:

The student’s overall performance is:  

ory Satisfactory
Is re-assessment necessary?  

Assessor signature Date 1/05/2020

Student signature Ashish sapkota Date 1/05/2020