Package for Hospitality Training

(Including Competency Standard, Teacher Focused & Student

Centered Materials and Assessment Tools)

Unit Title:
DEALING WITH COMPLAINTS

Unit Code: ITHHSGEL03AEM

Acknowledgements

Indonesian Hotels and Restaurant Association

Jakarta International Hotels Association
Ministry of Manpower and Transmigration
Ministry of National Education
Ministry of Culture and Tourism
Tourism Training Australia
Australian National Training Authority
Australian Agency for International Development

This package has been produced to provide information that can be used to
complement the materials that are already available. The package is not
intended to replace current resources.

Package for Hospitality Training – Dealing with complaints i

Glossary

Access and equity

Refers to the fact that training should be accessible to everyone regardless of age, gender,
social, cultural, religious or educational background.

Assessment
The formal process ensuring training meets the standards required by industry. This process
is performed by a qualified assessor within a nationally agreed framework.

Assessor
An assessor is a person who is certified by industry to assess whether a worker is competent
to undertake specific tasks.

Competent
Able to do the job and has all the necessary skills, knowledge and attitude to perform
effectively in the workplace, according to agreed standards.

Competency Based Training

Training that relates to what people must be able to do and measures performance against
agreed standards.

Critical aspects of assessment

Explains the central point of the assessment and the key points to look for when assessing.

Context of assessment
Specifies where, how and by what methods assessment should occur.

Elements
The skills, which make up a unit of competence.

Evidence guide
These are guidelines on how a unit should be assessed.

Fair
Does not disadvantage particular trainees or students.

Flexible
Acknowledges that there is no single approach to the delivery and assessment of
performance in a competency-based system.

Formative assessment
These are small assessment tasks done during training. They assist in making sure that
learning is taking place and also give the trainees or students feedback on their progress.

Key competencies
Competencies that underpin all work performance. These are: collecting, analysing and
organising ideas and information, communicating ideas and information, planning and
organising activities, working with others and in teams, solving problems, using technology,
using mathematical ideas and techniques.

Package for Hospitality Training – Dealing with complaints ii

These competencies are graded in different levels.

Level of ability to be demonstrated in achieving the key competencies

Level Characteristics
1 Undertakes routine tasks within established procedures and is subject to
frequent progress checks by supervisor.
2 Undertakes broader and more complex tasks with increasing personal autonomy
for own work. Supervisor upon completion checks work.
3 Undertakes complex and non-routine activities, is self directed and responsible
for the work of others.

Linkages to other units

Describes the role of the unit and its place within the full set of competencies specified by
industry. It provides guidance as to which units may be assessed together.

National competency standards

Nationally agreed statements of the skills and knowledge that people need at work and the
standards of performance that are required.

Performance criteria
This is used to judge whether an individual has achieved competence in a unit.

Range of variables
This details the range of different contexts that may apply to a particular unit.

Reliable
Uses methods and procedures that confirm that the competency standards and their levels
are interpreted and applied consistently in all contexts and to all trainees or students.

Standards and certification institute

Ministry of Manpower and Transmigration (MOMT) has given authority to Indonesian Hotels
and Restaurants Association (PHRI) and Association of Indonesian Tours and Travel
Agencies (ASITA) to establish the Institute for the Standardisation and Certification of the
competency of Indonesian workers in the hospitality and tourism industry. The institute will
develop competency standards and information systems for the Standardisation and
Certification of competencies as well as administer competency tests and certify Indonesian
workers in the hospitality and tourism industry.

Summative assessment
The assessment done after training of the completed unit of competence to ensure that
trainees or students have achieved the performance criteria.

Trainee or student
A trainee or student is a person who is being taught knowledge or skills.

Trainer or teacher
A trainer or teacher is a person who facilitates learning.

Underpinning skills and knowledge

Defines the skills and knowledge required to be competent at the specified level.

Unit descriptor
A general description of the competency standard.

Valid
Judgement on the same evidence and criteria
Package for Hospitality Training – Dealing with complaints iii
will produce the same assessment outcomes
from different assessors.

Package for Hospitality Training – Dealing with complaints iv

 Table of Contents
1. Introduction to this guide
1.1 Introduction______________________________________________1
1.2 Time required to achieve competency__________________________1
2. Help for the trainer or teacher
2.1 The role of the trainer or teacher______________________________2
2.2 Delivery strategies_________________________________________2
2.3 Delivery requirements______________________________________2
2.4 Sources of additional information_____________________________2
3. The competency standard
3.1 Use of the competency standard______________________________3
3.2 Competency standard______________________________________3
4. Delivery strategy
4.1 The content plan__________________________________________5
4.2 How to teach the competency standard________________________7
4.3 Support materials (Overhead transparencies/Handouts)___________9
5. Assessment
5.1 Workplace assessment issues______________________________20
5.1.1 Workplace assessment.....................................................................20
5.1.2 Competent.........................................................................................20
5.1.3 Recognition of current competence...................................................20
5.1.4 Assessors..........................................................................................20
5.2 Underpinning skills and knowledge___________________________20
5.2.1 Assessment of underpinning skills and knowledge...........................20
5.2.2 Examples of assessment tasks.........................................................21
5.3 Suggested assessment for Dealing with complaints______________21

Appendices
1 Competency assessment result.
2 Group trainee or student assessment record.
3 List of overheads and handouts.
4 Trainee or student evaluation sheet.
5 Amendment list.
Section 1
Introduction to this guide
1.1 Introduction
Welcome to this guide.

This guide uses Competency Based Training to teach workplace skills. It is based on
competency standard that is a nationally agreed statement of the skills, attitude and
knowledge needed for a particular task. The major emphasis is on what an individual can do
as a result of training. One of the most important characteristics of Competency Based
Training is its focus on training individuals for actual jobs in the workplace.

This will help you teach the competency Dealing with complaints.

This guide deals with the skills and knowledge required by people working in the Hotel and
Restaurant industry who deal with English speaking guests, to use English in dealing with
complaints.

Linkages to other units:

This unit should be assessed together with.
1. Listening and Speaking - Level 3
a. Use oral language to negotiate complex exchanges in a range of contexts
b. Deliver short oral presentations.
2. Hotel and Restaurant Competency Standards
Refer to the matrix to see the linkage between this standard and the Hotel and
Restaurant Competency Standards.

Care should be taken in developing training to meet the requirements of this unit. For general
and prevocational training, organisations providing training which takes into consideration the
full range of industry contexts, with no bias towards individual sectors. The Range of
Variables will assist in this regard. For sector-specific delivery, training should be tailored to
meet the needs of that sector.

Teachers and trainers should structure their sessions according to the:

 needs of their students/trainees
 requirements of their organisation
 time available for training
 training situation.

A delivery strategy has been provided for the teachers and trainers. The suggested content
gives an indication of what needs to be covered in the program to meet the competency
standard.

The delivery strategy used and assessment provided in this unit is not compulsory and should
be used as a guide. Teachers and trainers are encouraged to utilise their own industry
knowledge, experience, local examples and products to adapt the materials or develop their
own resources, in order to ensure the relevance of the training.

1.2 Time required to achieve competency

Under Competency Based Training, the focus should be on achieving competence, not on
fulfilling a particular time requirement, as different trainees may take different lengths of time
to be competent in a particular skill.

Package for Hospitality Training – Dealing with complaints 1

Section 2
Help for the trainer or
teacher
2.1 The role of the trainer or teacher

One of your roles as a trainer or teacher is to ensure high standards of service through
effective training. To ensure that you are ready to start working on this competency with
trainees or students, consider the following questions:
How confident do you feel about your own knowledge and skills required to deliver each
element?
Is there any new information or laws that you may need to access before you start training?
Do you feel confident about demonstrating the practical tasks?
Will you be able to clearly explain the underpinning knowledge that your trainee or student will
need to do the job properly?
Are you aware of the scope of industry situations in which the competency may apply?
Are you aware of the language, literacy and numeracy skills your trainees or students need to
demonstrate competency in this standard?
Have you consider access and equity issues in planning the delivery of this training program?

2.2 Delivery strategies

The range of training activities that has been suggested for delivering this competency may
include:
 projects and assignments
 case studies
 lectures
 videos and references
 group activities
 role plays and simulations.

Trainers or teachers should select training strategies that are appropriate for the competency
being taught, the situation and the needs of the learners. For example, if practising on-the-job
is not possible, varied simulations and role-plays may be appropriate.

2.3 Delivery requirements

Classroom space for delivery to trainees, whiteboard / blackboard, overhead projector,
overhead projector screen, flip chart, flip chart paper and multimedia.

2.4 Source of additional information

Sources of information may include some of the following categories:
 text books
 professional journals
 Tourism Training Australia website: www.tourismtraining.com.au
 Industry Associations – Indonesian Hotels and Restaurants Association (PHRI)
Jl. R.P. Soeroso 27 GHI (Gondangdia Lama) Jakarta 10350
Phone: (021) 310 2922
 Teacher Associations – PPPG
Jl. Raya Parung KM.22-23 Bojongsari, Sawangan – Bogor
Phone: (021) 743 1271

Package for Hospitality Training – Dealing with complaints 2

Section 3
The competency
standard
3.1 Use of the competency standard
In a training situation the competency standard assists the trainer or teacher to:
 identify what trainees or students have to do
 identify what trainees or students have already done
 check trainees’ or students’ progress
 ensure that all elements and performance criteria in training and assessing are covered.

3.2 Competency standard

UNIT ITHHSGEL03AES DEALING WITH COMPLAINTS

UNIT DESCRIPTOR This unit deals with the skills, knowledge and attitude required by
people working in the Hotel and Restaurant industry who deal with
English speaking guests, to use English in dealing with complaints.

ELEMENTS PERFORMANCE CRITERIA

01 Establish the nature 1.1 Uses formal greetings and courtesy expressions
and details of the and appropriate body language.
complaint 1.2 Uses clarification and feedback techniques as the
customer explains the nature of the complaint.
1.3 Uses appropriate range of vocabulary.
1.4 Identifies potential conflict situation and calms the
complainant if necessary.
1.5 Uses a broad range of grammatical constructions
with a high degree of accuracy.

02 Offers to take 2.1 Explain the circumstance, which may have caused
appropriate action to the complaint if possible.
resolve the complaint 2.2 Offer possible solutions.

03 Follow up 3.1 Check that action has been taken.

3.2 If action has not been taken investigate further.

RANGE OF VARIABLES
1. Face to face or on the telephone.

EVIDENCE GUIDE
1. Underpinning Skills and Knowledge
1.1 To demonstrate competence, evidence of skills and knowledge in the
following areas is required:
a. knowledge of appropriate formal greetings for customers
b. knowledge of appropriate feedback and clarification techniques
c. correct usage of polite question forms
d. appropriate language functions
 sympathising and claiming phrases
 clarifying and confirming
 suggesting and recommending
1. usage of a variety of words and grammatical structures with a high
degree of accuracy.

Package for Hospitality Training – Dealing with complaints 3

 1.2 This unit deals with the skills, knowledge and attitude required by people
working in the Hotel and Restaurant industry who deal with English speaking
guests, to use appropriate English to deal with complaints.
2. Context of Assessment
2.1 This unit may be assessed on or off-the-job. Assessment should include
practical demonstrations either in the workplace or in a training environment.
This should be supported by a range of methods to assess underpinning skills
and knowledge.
3. Critical Aspects of Assessment
3.1 Ability to understand and respond to complaints.
4. Linkages to Other Units
4.1 This unit should be assessed together with:
a. Listening and Speaking - Level 3
 Use oral language to negotiate complex exchanges in a range of
contexts
 Deliver short oral presentations.
4.2 Hotel and Restaurant Competency Standards
Refer to the matrix to see the linkage between this standard and the Hotel and
Restaurant Competency Standards.

KEY COMPETENCIES IN THIS LEVEL KEY COMPETENCIES IN THIS LEVEL

UNIT UNIT

Collecting, Organising and 2 Using Mathematical Ideas and -

Analysing Information Techniques

Communicating Ideas and 3 Solving Problems 1

Information

Planning and Organising 2 Using Technology -

Activities

Working with Others and in 2

Teams

Package for Hospitality Training – Dealing with complaints 4

Section 4
Delivery strategy
4.1 The content plan
Note: In delivering the training below, teachers, trainers, trainees, students and assessors ensure compliance with full
details contained in the competency standard.
Element and Range of Variables Additional Content Training Topics Activity Visual
Performance Criteria
0.1 Establish the nature and Face to face or on the The nature and details of the Dis HO 1
details of the complaint telephone. complaint Q

The person dealing with the B OHT 1

complaint Dis
1.1 Uses formal greetings and
courtesy expressions and
appropriate body language.
1.2 Uses clarification and Technique how to effectively Dis OHT 2
feedback techniques as the handle guest complaints Q HO 2
customer explains the CS
nature of the complaint.
1.3 Uses appropriate range of
vocabulary.
1.4 Identifies potential conflict
situation and calms the
complaint if necessary.
1.5 Uses a broad range of Structure how to reply a Dis OHT 3a-b
grammatical constructions complaint letter PA & HO3a-b
with a high degree of
accuracy. The exercise of grammatical GW OHT 4
constructions WE

0.2 Offers to take

appropriate action to
resolve the complaint.

Package for Hospitality Training – Dealing with complaints 5

 Element and Range of Variables Additional Content Training Topics Activity Visual
Performance Criteria
2.1 Explain the circumstance Sample of the complaint CS OHT 5a-b
which may have caused circumstance GW
the complaint if possible. Dis
Q

2.2 Offer possible solutions. Possible solution of the GW OHT 6

complaints Dis
Q

0.3 Follow up
3.1 Check that action has been
taken.
3.2 If action has not been
taken investigate further.

Legend:
Brainstorm – B Guest Speaker – GS Project – Pro
Case Study – CS Handout – HO Questioning – Q
Demonstration – Dem Multimedia – MM Role Play – RP
Discussion – Dis Overhead Transparency – OHT Research – R
Excursion – Ex Practical Application - PA Simulation – S
Group Work – GW Presentation – Pre Video – V
Listening - L Reading - R Written Exercise - WE

Package for Hospitality Training – Dealing with complaints 6

4.2 How to teach the competency standard
What skills, knowledge and How will I transfer the skills, knowledge and attitude to the trainee or student?
attitude do I want the trainee or
student to have?
The nature and details of the complaint Good morning/afternoon/evening. Welcome and thank you for attending the class today.
Today’s topic is “Dealing With Complaints”

Trainer/teacher shows Handout 1 [The nature and details of the complaint].

Note for trainer/teacher

Ask the trainees/students to read OHT 1a and make list of complaints from the text.
Answer the questions about the letter.

The person dealing with the complaint Trainer /teacher shows OHT 1 [The persons dealing with the complaints].

Note for trainer/teacher

Explain to the trainees/students the following phases:
 as a Psychologist
We must be a psychologist; it means we have to completely understand what the guest’s complaints are
about.
We must be patient and full of empathy for the guest. Maintain eye contact even though we may provide
excellent service there will always be complaints.
 As a Problem Solver:
Make sure that we understand our job perfectly, so that we are able to solve the problem.
We must be able to control ourselves and not involve our emotions.
 Be a good Listener
It means, do not argue with the complainer
Just listen and understand what the guest is complaining about.
Clarify with the guest what is wanted.
Listen with Empathy!
ANY QUESTIONS?

Technique how to effectively handle guest Trainer/teacher shows OHT 2 [Handling guest complaints] and gives Handout 2 [Handling guest

Package for Hospitality Training – Dealing with complaints 7

 What skills, knowledge and How will I transfer the skills, knowledge and attitude to the trainee or student?
attitude do I want the trainee or
student to have?
complaints complaints].
Trainees/students take note.

Structure how to reply a complaint letter Trainer/teacher gives OHT 3a-b and Handout 3a-b [Responding to a letter at complaint] to the trainees
/students.

Ask the student to reply to the letter about the complaints sent by Mr. Shinto Gunardi. Use the following
prompts:
Heading: Date, Place : Jakarta, 20 July 2002
Salutation: Dear Mr. Gunardi
Opening letter: “I have received your letter dated …about your complaints.
Apologizing: I am very sorry about………..
Giving a reason or explanation: We have been rather short of……..staff recently
Promising an improvement in service, promising to do better.
“I can assure you that we will do our best to return to our normal standard of service ……….
Providing information about the refund
Closing: Once again, I apologise for……..
Yours Sincerely

The exercise of grammatical constructions Trainer/teacher gives OHT 4 [Grammatical constructions].

Ask the students to complete the dialogues with the words given.
Act out the dialogues in pairs in front of the class

Sample of the complaint circumstance Trainer/teacher gives OHT 5a-b [Example situations].
Trainer/teacher asks the trainees or students to read and understand.
Ask the students to write down what the complaints are in the dialogue.

Possible solution of the complaints Trainer/teacher gives OHT 6 [Possible solution to complaints].
Ask the students to write down what the receptionist says to handle the complaints.

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4.3 Support materials
(Overhead transparencies/
Handouts)
 HO 1

The nature and details of the

complaints

A. Mention 8 complaints stated

Bogor, July 2002

The Manager
Rosita Tours & Travel
Jl. Ahmad Yani No.7
Bogor.
Dear Sir

I have recently returned from your Travel Package Tour to Malang. I’m very
upset by the standards and the organisation of this tour and I have a number of
comments that I would like to make.

In general, the food was extremely poor and the service was very slow. On a
number of occasions we had to wait over an hour for our meals.

In one hotel, there was a problem with overbooking. After a long and tiring
journey, we discovered that this hotel had no accommodation for us. We were
transferred to another hotel on the outskirts of the city. In your advertisement,
you stated that all the hotels were located in city centres.

There were also a number of travel delays during the tours, and on one
occasion my luggage was left off the coach. I only got it back a day later.

Finally, I think your staff should have handled these problems in a better way.
Some of them were rather rude when complaints were made.

I feel your company should consider an appropriate refund because of the poor
standard of service that was provided.

Yours faithfully

Mr. Shinto Gunardi

B. Questions:

1. Who wrote the letter?

2. How long did the writer wait for the food?
3. Why was the writer transferred to another hotel?
4. What happened to the luggage?
5. What did the writer think the company should do about the service?

Package for Hospitality Training – Dealing with complaints 9

 OHT 1

The persons dealing with the

complaints

 a psychologist

 a problem solver

 a good listener.

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 OHT 2

Handling guest complaints

1. Listen carefully.

2. Maintain eye contact. (if appropriate)

3. Stay calm.

4. Apologise.

5. Be emphatic.

6. Ask questions.

7. Clarify what the problem is, if required.

8. Makes notes.

9. Act quickly.

10. Monitor/follow up.

Package for Hospitality Training – Dealing with complaints

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 HO 2

Handling guest complaints

1. Listen carefully
It means, do not argue with the complainer. Just listen and try to
understand what the guest is complaining about.

2. Maintain eye contact (if appropriate)

Demonstrate your interest in solving the problem by maintaining eye
contact.

3. Stay calm
Do not be nervous and do not get involved with the guest complaints.
Stay Calm.

4. Apologise
It is important because when we make a mistake we must apologise
and Sometimes the apology will lessen the anger of the guest, an
apology can be a magic phrase.

5. Be empathetic
Empathy is the ability to feel how someone else is feeling.

6. Ask questions
Ask questions that relate with the problem.

7. Clarify what the problem is, if required

Clarify exactly what the complaint about.

8. Make notes
Make notes because by making notes we make sure that nothing is
missing in their understanding of the complaints and the guest realises
you are taking the complaint seriously.

9. Act quickly
Do not wait too long. Do it right now, otherwise you might forget and
an interruption may cause the complaint to be forgotten.

10. Monitor/follow up.

Check again with the guest that the problem has been solved to their
satisfaction.
This process is called is what we call excellent service.

Package for Hospitality Training – Dealing with complaints

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 OHT 3a & HO 3a

Responding to a letter at complaint

Use the following prompts:

a) Heading: Date, Place: Jakarta 20 July 2002

b) Salutation: Dear Mr. Gunardi

c) Opening letter: “ I have received your letter

about your complaints dated …..I …….

d) Apologising: I am very sorry about…..

e) Giving a reason or explanation: We have been

rather short of ….staff recently

f) Promising an improvement in service,

promising to try harder

I can assure you that we will do our best to

return to our normal standard of service. . . .

g) Providing information about the refund: Once

again, I apologise for.

h) Closing: Yours sincerely.

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 OHT 3b & HO 3b

Responding to a letter at complaint

(cont’d)

Example response to a letter at complaint

Bali, 20 July 2002

Dear Mr Gunadi.

I have received your letter about your complaint ‘Travel package

Tour to Malang’ dated 20 July 2000. I would like to thank you for
bringing our level of service to our attention.

I know how you feel and I very much apologise for anything, which
has caused you, inconvenience concerning the food,
accommodation and our service.

I am sure at that time we lacked staff and some of the staff are
new and not yet experienced. I can assure you we will do our best
to return to our normal standard of service.

Regarding the refund, I’m afraid we cannot provide a refund for this
package, but we will be very happy to invite you and the family to
book another package with us free of charge some other time.

Once again, I apologise for any poor service that you received
during your package tour.

Yours faithfully

Mahmud Ali
Manager

Package for Hospitality Training – Dealing with complaints

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 OHT 4

Grammatical constructions

Complain/should/help/made/seems/speaking/
cleaned/hasn’t/
Contact/send/apologise/ringing/am/work

Guest : Hello/Is that Reception?

Mulyadi : Yes, Reception. 1. How may I 2

you?

Guest : I’m Mrs. Harun in room 236. I am 3

to 4 about the state of the room.

Mulyadi : I’m very sorry, Madam. What 5 to be the

problem?
Guest : Everything. The bed is not 6. And the
bath room 7 been 8.
Mulyadi : I 9 very sorry. The room 10 have
been cleaned. I’ll 11 Housekeeping
straight away.
Guest : And that’s not all. The television doesn’t 12
either.
Mulyadi : I do 13. I’ll 14 a technician up to
your room, immediately.
Guest : Thank you very much.

Package for Hospitality Training – Dealing with complaints

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 OHT 5a

Example situations

Sample 1:
Dialogue 1
Budi : Hello, is that reception?
Receptionist : Yes it is.
Budi : This is Miss Budi from room 123, I checked in about 10
minutes ago.
Receptionist : Oh yes, Miss Budi how may I help you?
Budi : You can help me by getting my bathroom put right. It’s in
absolutely terrible condition. When I tried the shower, no
water came out at all.
Receptionist : Oh dear, I’m sorry to hear that. I’ll have it fixed immediately.
Budi : And that’s not all. There’s no soap, towels or toilet paper.
Receptionist : I apologise for this, Miss Budi. We’re rather short of staff at
present. Housekeeping should have checked your room.
We’ll attend to it as soon as possible. There has been a
misunderstanding.
Budi : That’s all right. The most important thing is to fix it as soon
as possible.

Dialogue 2:
Ahmad : Good evening. My name is Ahmad. There is a booking in
my name. A single room, 3 nights.
Receptionist : I’m awfully sorry, Mr. Ahmad, but we’ve let the room to
some one else and there are no others available.
Ahmad : What do you mean, you’ve let the room? I made the
booking weeks ago.
Receptionist : I know sir, but you should have checked in before six this
evening. It’s nearly ten now. There’s a six p.m. release on
all our rooms. It was in the letter of confirmation.
Ahmad : That’s just great isn’t it? My plane was four hours late. And
now you tell me that you’ve let my room.
Receptionist : I’m terribly sorry but that is the situation. Let me see if I can
book you another room in a nearby hotel, and we’ll arrange
the transport.
Ahmad : I think that’s the least you can do. Well alright. I’ve got to
sleep somewhere.
Receptionist : Please have a seat sir, I’ll soon have something arranged
for you.
Ahmad : I think that’s the least you can do. Well alright. I’ve got to
sleep somewhere.
Receptionist : Please have a seat sir, I’ll soon have something arranged
for you.
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 OHT 5b

Example situations (cont’d)

What are the most frequent complaints?

Service Food
 room not cleaned  too cold/too tough/too
sweet
 TV/A.C. not working
 service is slow
 no hot water/tap leaking
 glasses or cutlery are
 no clothes hangers dirty e.g. have lipstick on
 blown light bulbs them.

 smoking in a non  wrong meal/drink

smoking area delivered.

 luggage still in lobby

 mini bar not replaced.

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 OHT 6

Possible solution to complaints

Dialogue 1
The complaints are:
There is no water, soap, towels or toilet paper available.

The action of receptionist:

Ask someone from House Keeping to fix the problem
about no water in the bathroom immediately. The
Receptionist will also send someone to provide amenities
in the bathroom.

Dialogue 2
The complaints are:
The guest could not have a room because he didn’t check
in before six o’clock (because the ‘plane was late), and the
room had been given to another guest.

The action of receptionist:

The receptionist will try to book him a room in another
hotel and arrange the transport.

Package for Hospitality Training – Dealing with complaints

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 Answer key
For HO 1:

A
1. Food was extremely poor.
2. Service was very slow.
3. Waiting for the meals for more than an hour.
4. No accommodation. Our booked, transferred to a hotel outside
the city centre.
5. Numbers of travel delays.
6. Luggage was left off the coach.
7. Staff did not handle the problems well.
8. Some staff were rude when complaints were made.

B.
1. Mr. Shinto Gunardi.
2. More than one hour.
3. Because the hotel was overbooked.
4. The luggage was left on the coach.
5. The company should consider an appropriate refund and the
staff should have handled the complaints better.

For OHT 4:

1. Speaking. 8. Cleaned.
2. Help. 9. Am.
3. Ringing/calling. 10. Should.
4. Complain. 11. Contact.
5. Seems. 12. Work.
6. Made. 13. Apologise.
7. Hasn’t. 14. Send.

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Section 5
Assessment
5.1 Workplace assessment issues

5.1.1 Workplace assessment

Assessment is the process of collecting evidence and making judgements on progress

towards satisfying the performance criteria set out in the competency standard. At the
appropriate point, judgement is made as to whether competence has been achieved.
Assessment identifies the achievements of the trainee rather than relating the performance of
the trainee to other trainees.

5.1.2 Competent

Ask yourself the question, “what does an employee really need to be able to do?” The
answer to this question will tell you what we mean by the word “competent”. To be competent
in a work related skill implies that the person is able to:
 perform at an acceptable level of skill
 organise the required tasks
 respond and react appropriately when things go wrong
 fulfil a role in the scheme of things at work
 transfer skills and knowledge to new situations.

When you assess this competency you must take into account all of the above issues to
reflect the real nature of work.

5.1.3 Recognition of current competence

An integrated national assessment principle provides the recognition of current competencies

regardless of where they have been acquired. Assessment recognises that individuals can
achieve competence in a variety of ways:
 prior qualifications
 informal learning.

Recognition of current competence gathers evidence to assess an individual against

competency standards in order to determine whether they have achieved the required
competence for a job role or for recognition for a formal qualification. The assessment of
recognition of current competence is undertaken by industry certified workplace assessor.

5.1.4 Assessors

In workplace situations, an industry certified assessor would determine whether a worker was
competent to undertake the tasks entailed by this unit of competency. If you are certified to
assess this unit, then you may choose from the methods offered in this guide, or develop your
own to conduct assessment. Assessors must look at the evidence guides in the competency
standards before arriving at the assessment methods to use.

5.2 Underpinning skills and knowledge

5.2.1 Assessment of underpinning skills and knowledge

Evidence should include a demonstrated ability to correctly explain and apply principles and
practices in the hospitality industry.

Package for Hospitality Training – Dealing with complaints 20

You must now assess your trainee’s or students’ underpinning skills and knowledge. This
section must be completed before you go on to the next section. Underpinning skills and
knowledge for competency standard are:
1. To demonstrate competence, evidence of skills and knowledge in the following areas is
required:
a. Knowledge of appropriate formal greetings for customers
b. Knowledge of appropriate feedback and clarification techniques
c. Correct usage of polite question forms
d. Appropriate language functions:
 sympathising and claiming phrases
 clarifying and confirming
 suggesting and recommending
e. Usage of a variety of words and grammatical structures with a high degree of
accuracy.
2. This unit deals with the skills, knowledge and attitude required by people working in the
Hotel and Restaurant industry who deal with English speaking guests, to use
appropriate English to deal with complaints.

Should your trainees or students not have the underpinning skills and knowledge required,
you must ensure that you deliver this material before you progress to the next section.

This training may be delivered through a variety of activities including:

 theory/practical session
 workplace observation
 workplace training
 questioning – oral/written
 role play
 project work/case study.

5.2.2 Examples of assessment tasks

Use these tasks to determine if your trainees have the necessary underpinning skills and
knowledge. The table below can be used to record the result of each student and what further
training is needed.

Assessment tasks Yes No Further training

needed

Describe the person dealing with the complaints

5.3 Suggested assessment for Dealing with

complaints
The following pages list some of the methods that can be used to assess this competency.
The proposed assessments have been designed to address each element, performance
criteria and underpinning skills and knowledge for the competency.

Results of a successful assessment should indicate sufficient and relevant knowledge and
understanding to be able to infer competence. Therefore the trainee is assessed as either
competent / competence to be achieved. Examples of assessment results sheets are
included in Appendix 1 & 2.

Package for Hospitality Training – Dealing with complaints 21

For the intermediate level – ITHHSGEL01AEM – Use oral language to negotiate complex exchanges in a range of contexts
ITHHSGEL02AEM – Deliver short oral presentations
ITHHSGEL03AEM – Deal with complaints
ITHHSGEL04AEM – Read informational texts
ITHHSGEL05AEM – Write business letters

Please refer to the table below – this will assist you in assessing your student

ASLPR LEVEL 3 Book 3

TOEIC ASLPR SPEAKING LISTENING READING WRITING

TOEIC 3 Can speak will enough to
Limited Working Can handle most substantiate own and
Proficiency 680-820 vocational discuss other’s opinions
requirements easily though not in great depth.
Makes mistakes
occasionally but these don’t
usually cause confusion.
Can adjust conversation to
suit the formality of the
situation. Can usually come
up with the appropriate
vocabulary and structure.
Can generally follow Can get essential Can write well enough to
conversations between information from substantiate own and
native speakers. Can general news stories discuss others opinions
use the telephone for and semi technical but can’t pursue argument
most purposes. Can texts in familiar fields. in great depth. Can
understand most TV Can read standard organise writing logically.
and radio news neat handwriting. Can adjust writing to suit
stories. audience and purpose in
familiar situation.

Package for Hospitality Training – Dealing with Complaints 22

Tasks the language user can perform at this level

Speaking Listening Reading Writing

 takes part in business negotiations  understands business  reads complex texts  writes complex business
 manages meetings presentations  uses research skills confidently correspondence
 explains complex procedures to  understands complex  reads contracts.  writes complex business reports
guests negotiations  writes event proposals.
 establish business contacts  understands business meetings
 delivers complex oral  understands a range of casual
presentations conversations with native
speakers.
 speaks at seminars.

Jobs in the industry which the person can perform if he/she has to deal with English speaking customers

 training supervisor  concierge

 human resource staff  high ranking administration staff.

Always remember that in both speaking and writing the most important aspect to consider is the communicative competence of your students. Mistakes in
grammar and structure are not important in your assessment of the students particularly in Levels 1 and 2. refer to the Range of variables to assist you in your
task and check the Underpinning skills and knowledge.

The assessment tasks contain sample answers, which may also assist you but please remember that these are only samples – the students may produce
other answers which are also acceptable. Check your standard to help you in assessing their answer.

Package for Hospitality Training – Dealing with Complaints 23

 Assessment
Task 1

In the following dialogues, guests are complaining. Study the

complaints and then act out the dialogues in pairs.

Dialogues 1

Yamin : Room service, how may I help you?

Mr. Wiloto : I ordered coffee half an hour ago.
I wonder what happened to it.
Yamin : May I have your room number?
Mr. Wiloto : 207
Yamin : One moment please. I’ll check (after checking) we’re
Very sorry for the inconvenience, sir. Your order will
be right up.
Mr. Wiloto : OK. Make it quick please.

Dialogue 2

Maryam : House keeping, may I help you?

Mrs. Yuli : This is room 409, the room has not been cleaned yet.
How come?
Maryam : Room 409, could you just wait a moment. Let me
Check (after checking), Madam The DON’T DISTURB
sign was on the door.
Mrs. Yuli : The DON’T DISTURB sign? Oh, I’ll have a look.
Would you hold on a minute?
Maryam : Certainly, madam.

(After checking)

Mrs. Yuli : You’re right. It was my mistake. Sorry.

Maria : Never mind. Shall I send someone to make up your
room now?
Mrs Yuli : Yes, please.

Package for Hospitality Training – Dealing with complaints 24

Dialogue 3

Mr Ramli : Good Morning. I wonder if you could help me.

Yohanes : Good morning, sir. What seems to be the problem?
Mr. Ramli : The air-conditioning doesn’t work. Whom do I
contact?
Yohanes : You’ll need to call House keeping
Mr. Ramli : I’ve done that, but no body has shown up. Can you
help me?
Yohanes : I’ll check with House keeping. May I have your name
and your number, please?
Mr. Ramli : The name’s Ramli – R-A-M-L-I. I’m in room 439.
Yohanes : Mr. Ramli Room 439 would you mind waiting a
moment?
Mr. Ramli : Sure

(After checking)

Yohanes : I’ve checked with engineering, Mr. Ramli. The air

conditioning will be taken care of right away. Our
apologises for the inconvenience.
Mr. Ramli : It’s all right.

Package for Hospitality Training – Dealing with complaints 25

Task 2

Practising responding to complaints.

Read the information below.

If a guest complains, for example, about a leaky tap or faucet, you may not be
the person to repair it. But you pass on the complaint to the department
concerned. To the guest, you may then say:

I’m sorry, sir/madam. We’ll have it fixed right away.

In the following activity, practice using similar expressions in different

situation.

Sample :

Guest : The glasses are dirty.

You : We’ll have them changed (Change).

1. Guest : There are no fresh towels in my room.

You :
(bring to your room)

2. Guest : I can’t get a clear picture on TV.

You :
(fixed right away)

3. Guest : The bathtub is dirty.

You :
(Clean)

4. Guest : The steak is tough.

You :
(bring another)

5. Guest : The hot water faucet doesn’t work.

You :

(check it)

6. Guest : My luggage is still downstairs.

You :
(Bring up to your room)

7. Guest : My suit isn’t pressed well.

You :
(press again)

8. Guest : My order for breakfast is not here yet.

You :
(delivered)

9. Guest : I haven’t received today’s newspaper.

You :
(deliver to your room)

Package for Hospitality Training – Dealing with complaints 26

Answer key Task 2

1. I’m sorry sir. We will bring them to your room immediately.

2. I’m sorry madam. We will have it fixed right away.

3. I will send someone to clean it up in a minute.

4. I will send someone to bring another steak for you.

5. We apologise for the inconvenience. I will send the technician to

checked it straight away.

6. We will bring them up to your room right away.

7. I’m terribly sorry Sir, we will press your suit again.

8. Your order will be delivered immediately.

9. I’m terribly sorry Sir, we will deliver the newspaper to your

room immediately.

Package for Hospitality Training – Dealing with complaints 27

Appendices
 Appendix 1

Competency assessment result

Unit code: ITHHSGEL03AEA Title: Dealing with complaints

Trainee or student name:

Assessor name:

The Trainee was assessed as: Competent 

Competency to be achieved 
Feedback to trainee

Signatures

The trainee has been informed of Signature of assessor:

the assessment result and the
reasons for the decision

Date:

I have been informed of the Signature of trainee:

assessment result and the reasons
for the decision

Date:

Package for Hospitality Training – Dealing with complaints Appendix 1 - Page 1

 Appendix 2

Group trainee or student assessment record

Unit code: ITHHSGEL03AEA Title: Dealing with complaints

Group:

Assessor name:

Trainee name Competent Competency

to be
achieved

Package for Hospitality Training – Dealing with complaints Appendix 2 - Page 1

 Appendix 3

List of overheads and handouts

Overhead Handout Title

number number
(OHT) (HO)
1 The nature and details of the
complaints

1 The persons dealing with the

complaint

2 2 Handling guest complaints

3a-b 3a-b Responding to a letter at

complaint

4 Grammatical constructions

5a-b Example situations

6 Possible solution to complaints

Package for Hospitality Training – Dealing with complaints Appendix 3 - Page 1

 Appendix 4

Trainee or student evaluation sheet

Unit code: ITHHSGEL03AEA Title: Dealing with complaints

Agree Don’t Disagree Doesn’t

The following statements are about the competency
know apply
you have just completed. Please tick the appropriate
box.
1. There was too much in this competency to
cover without rushing.    
2. Most of the competency seemed relevant to me.
   
3. The competency was at the right level for me.
   
4. I got enough help from my trainer.
   
5. The amount of activities was sufficient.
   
6. The competency allowed me to use my own
initiative.    
7. My training was well organised.
   
8. My trainer had time to answer my questions.
   
9. I understood how I was going to be assessed.
   
10. I was given enough time to practice.
   
11. My trainer feedback was useful.
   
12. Enough equipment was available and it worked
well.    
13. The activities were too hard for me.
   

The best things about this unit were

The worst things about this unit were

The things you should change in this unit are

Package for Hospitality Training – Dealing with complaints Appendix 4 - Page 1

 Appendix 5

Hotel and Restaurant Materials

Amendment List

Unit code: ITHHSGEL03AEM

Unit title: Dealing with complaints

Example:

No Amendment Version Page Line Amender Date

number number number initials completed

1. Replace ‘garish’ into ‘garnishes’ 34 5 WW 12 Mar. 02

No Amendment Version Page Line Amender Date

number number number initials completed

1.

2.

3.

4.

5.

6.

7.

8.

9.

10.

11.

12.

13.

14.

15.

Package for Hospitality Training – Dealing with complaints Appendix 5 - Page 1