LEARNING MODULE

Listening to Customers’ Needs and Decisions

WEEK 1
0. Objectives
At the end of the lesson, you will be able to:
a. discuss the importance of resolving issues in customer service; and
b. respond to complaints through active listening showing professionalism and
courteousness.

II.Subject Matter: Listening to Customer’s Complaints

Materials:
 Laptop
 PowerPoint Presentation
 DLP
 Paper Strips
 Reference/s:
Gruber, T. (2011). I want to believe they really care: How complaining
customers want to be treated by frontline employees. Journal of service
management, 22(1), 85-110.
Flores, F. (1993). Innovation by listening carefully to customers. Long
Range Planning, 26(3), 95-102.
Mind Tools Content Team. (2022). Active Listening.
Www.mindtools.com. https://www.mindtools.com/az4wxv7/active-listening

III. Procedure

A1. Activity:
Roleplay
Instructions:
 Be seated at the place where the teacher assigned your group to be.
 Read the passage that was written on the paper strip about a certain problem in customer
service.
 Discuss and plan with your group how you will address and resolve the problem.
 Make sure that the maximum presentation time of your roleplaying will run for three
minutes.

A2. Analysis:
Listening to Customers
Listening to customers is not merely answering the phone at the service desk or hearing
about their problems but rather it is about connecting with them and paying close attention to
their needs and understanding how you can help them achieve their goals. Thus, active listening
is one of the most essential skills in responding to complaints.

How to Respond to Customer’s Complaints

1. Listening to or reading customer complaints - This allows one to focus on what the
customer has experienced. It is important in this step to understand that the customer is
reaching out to express their frustrations.
2. Processing of the customer’s criticism - Although it is easy to get defensive, one must
remember that complaints do not occur frequently and that some customers might choose
to stay silent about a service and that one was able to stand up and voice out. Thus, a
complaint must always be treated as legitimate. Putting one’s self in the customer’s shoes
can help one digest the issue. After which, a quick and time to speak and investigate the
complaint with the employees can be done. It is crucial in this part to summarize the
customer’s comments to pull together important details and to clarify what was said.
 3. Action Planning - Different situations call for different solutions. However, there are non-
negotiable steps when it comes to a complaint that one or one’s team is responsible for;
thus, one must take action to offer something in return such as discounts, complementary
products, or apology coupons to make up for the mistake.
4. Apologizing - Apologizing not only shows humility but it also shows how one
acknowledges their shortcomings and is eager to perform much better in the future. By
explaining that one understands the situation shows empathy. This will allow the
customer to know what measures one has taken to consider to address and solve the issue
and that one truly listens to their complaints.
5. Thanking the customer for their feedback - Make the customer know that they are heard
and acknowledged.

Active Listening
 Facing the speaker - Give the speaker your undivided attention and acknowledge the
message.
 “Listen” to non-verbal cues - Non-verbal cues are great indicators of what the speaker
feels about a subject. A simple action can tell so much about what they like and do not
like; thus, pay close attention to these cues.
 Do not interrupt - Allow the speaker to express themselves. Interruption can only waste
the time of the speaker and limit full understanding of the situation.
 Respond appropriately - attacking the speaker for voicing out their opinion will resolve
nothing.

A3. Abstraction

Instruction: Write the things that you have learned in this lesson in a maximum of 8 sentences.

In this lesson, I have learned that ___________________________________.

A4. Application:

Reflect on your performance during the roleplay activity, how did active listening help
you understand the customer’s concern?

IV. Evaluation
Essay
Write a one-paragraph essay discussing the importance of properly facing a difficult
situation and resolving the issue with the customers. How will you respond to complaints
showing professionalism and courteousness?

Rubrics:
Content: 10
Organization: 10
Grammar: 10
__________________________
Total: 30 points
 LEARNING MODULE
Listening to Personal Details and Information
WEEK 2
I. Objectives:
At the end of the lesson, you will be able to:
a. recognize the importance of using appropriate language and tone in asking for personal
information to build rapport; and
b. summarize the personal information given by the customer to confirm details and
demonstrate comprehension of information being said.

II. Subject Matter: Listening to Personal Details and Information

Materials:
 Laptop
 DLP
 Reference/s:
What do you do if your communication in Hospitality Management is hindered by poor
listening skills? (2024, March 17). www.linkedin.com. https://www.linkedin.com/advice/0/what-
do-you-your-communication-hospitality-jrswe

III. Procedure

A1- Activity
Chain Message
Instructions:
1. You will be grouped by 4.
2. Your group will form a line.
3. The first person in your line represents a guest who will whisper to the next person in line a
personal detail about him/her based on an information sheet that will be provided by the
teacher.
4. This will continue until the message reaches the last person in your line.
5. The last person will be the one to report the details and the first person will confirm whether
the details being reported are accurate or not.

A2- Analysis

Listening to Personal Details and Information

By implementing listening strategies, you may break down barriers and enhance communication
in the field of hospitality management. These are different strategies to improve your listening
skills:
1. Reduce noise and interruptions by speaking in a quiet area or by using earplugs or
headphones. Put your phone and other electronics on silent or off, then pay attention to
the speaker and subject.
2. Additionally, respect the speaker's sentiments and point of view by keeping an open
mind. By keeping eye contact, nodding, smiling, or employing other suitable movements,
you may demonstrate your interest and attentiveness.
3. Observe the words, tone, and body language of the person speaking. If you are unclear or
perplexed, ask the speaker for clarification or confirmation rather than assuming that you
know or comprehend what they are saying. To ensure you understood the speaker's points
accurately, summarize or repeat what they said.

You must practice and develop some listening skills if you want to improve your listening
abilities in hotel management. In order to engage in active listening, one must:
1. Pay attentively, demonstrate interest, follow up with questions and comments, and retain
the speaker's words. You may gain the speaker's regard, trust, and rapport by listening in
this way.
 2. Practice critical listening to build your own perspective or judgment by dissecting,
contrasting, and challenging the speaker's points of view.
3. Feeling, comprehending, and sharing the needs, values, and emotions of the speaker are
all part of empathic listening. The speaker may feel comforted and supported emotionally
by this kind of listening. All three forms of listening can assist develop interpersonal and
emotional intelligence, strengthen communication and problem-solving abilities, evaluate
the veracity and applicability of information, and help people make well-informed
judgments and take appropriate action.

A3- Abstraction:

Instruction: Write the things that you have learned in this lesson in a maximum of 8 sentences.

In this lesson, I have learned that ___________________________________.

A4- Application:
Panel Discussion
1. You will be grouped into 4.
2. Your group will be instructed to prepare and conduct a panel discussion covering the
topic of clear communication in collecting guest details.
3. The presentation time will be a minimum of 8 minutes and a maximum of 10.
4. Your group will be reminded that the use of citations are important and graded.

Rubrics:
Content: 25
Citation: 15
Delivery: 10
_______________________
Total: 50 points

IV. Evaluation
Instructions:
1. List down in a short bond paper the strategies needed when listening to the personal
details and information of the customers.
2. Explain the importance of each strategy.
 LEARNING MODULE
Making Polite Requests
WEEK 3
0. Objectives: At the end of the lesson, you will be able to:
a. apply general hotel vocabulary and expressions in making polite requests to customers;
and
b. select the appropriate language and expression according to different degrees of
politeness.

II. Subject Matter: Making Polite Requests

Materials:
 Laptop
 DLP
 Manila paper
 Pentel pen
 Reference/s:
Ambrosius, A. (2021). How to sound more polite when at a hotel on business -
The Art of Business English. https://theartofbusinessenglish.com/episode-51/?
fbclid=IwAR1vQpvQcxx6xCDUOlLNF69nPR_U-SD8-
c6hNOBIGDkBkN3CnEYdPBhH9F4

III. Procedure

A1 - Activity
Problem-based Learning
Instructions:
 You will be divided into 3 groups.
 The teacher will present a case study of a hotel employee fired for disregarding the
appropriate language used when making requests to customers.

A2 – Analysis
General Hotel Vocabulary and Expressions
Word Definition Example

Amenities a desirable or useful feature or facility of a “The modern amenities in

building or place this hotel make it a real
pleasure to stay in.”

Rollaway bed a small bed for an older child or adult “We asked for an extra bed
in the room, so they brought
us a rollaway bed.”

Wakeup call a service provided by lodging “Would you like a wakeup

establishments allowing guests to request a call for tomorrow morning?”
telephone call at a pre-specified time, thus
causing the guest to wake up at that time

Disabled facilities accessible hotel rooms are purposefully “I like this hotel because it
designed spaces that cater to the needs of has disabled facilities."
guests with disabilities, providing them
with equal opportunities to access and
enjoy the facilities and services offered by
the hotel

Continental a light morning meal typically consisting “We offer continental

 breakfast/full of pastries and baked goods, fruits, toast, breakfast, but you can also
buffet breakfast and coffee have the full buffet.”

Conference Room a professionally designed and equipped “The conference room is on

space within a hotel property specifically your right.”
intended for hosting meetings,
presentations, workshops, seminars, and
other corporate or social events

Making Polite Request

The Power of Friendliness
First impressions matter. A friendly demeanor and a smile create a welcoming atmosphere and
encourage others to be receptive. Treating people with respect fosters a sense of value and
appreciation, making them more willing to assist you.

Beyond "Please" and "Thank You": The Spectrum of Politeness

While "please" and "thank you" are essential, politeness encompasses more. Unlike Filipino,
English often employs indirect language to convey formality and respect.

Examples:
Neutral: Hello, I want to make a reservation. (Direct statement using "want")
Polite: Hello, I would like to make a reservation. (Less direct, expresses desire with "would
like")
More Polite: Hello, can I make a reservation? (Asks permission with "can")
Very Polite: Hello, could I make a reservation, please? ("Could" is more formal than "can")
Most Polite: Hello, may I make a reservation, please? ("May" is the most formal modal verb)
Superlative Politeness: Hello, I was wondering if you would mind helping me make a
reservation, please? (Indirect question with "wonder" and conditional "mind")

This progression demonstrates how we move from direct statements using "want" to more
suggestive and respectful phrasing using conditional verbs and indirect questions.

Core Principles of Politeness

 Avoid demanding verbs: Steer clear of verbs like "want," "need," "have to," and "must."
These sound like orders.
 Embrace indirectness: Whenever possible, rephrase requests as questions and utilize
conditional verbs ("would," "could").
 Magic Words & Expressions: Employ phrases that make requests seem optional, like:
1. "Would you mind?"
2. "If it's not too much trouble"
3. "If you have the time"
4. "I would really appreciate"
5. "I was wondering/hoping"
6. "I would be grateful if" By using these expressions, you acknowledge the other
person's time and make them feel valued, increasing their willingness to help.

By incorporating these principles into your communication, you'll project a professional and
courteous image. Remember, politeness is a powerful tool that fosters positive interactions and
builds trust in any setting.

A3 - Abstraction
 You will go back to your answers in Activity.
 Your answers will be checked.
 A generalization of the topic will be given to you.
A4 - Application
Real-life Application
Instructions:
 This activity will be done in pairs.
 Each pair will be tasked to come up with an event scenario in a hotel or restaurant. E.g.
birthday party for a child, wedding reception, business meeting lunch, corporate retreat
dinner, etc.
 Pairs will brainstorm a list with a minimum of three potential situations within their
chosen scenario where a hotel/restaurant employee might need to make polite requests to
the customer.
 For each situation, the pair will write a short dialogue demonstrating a polite request from
the employee.
 You will be given ten minutes to finish your output.
 Each pair will submit their final written output.

Rubrics:
Clarity: 15
Content: 15
Appropriacy: 10
Grammar: 10
______________________________
Total: 50 points

IV. Evaluation
Reflection
In a short essay (minimum of 200 words), discuss the importance of using polite
language in your interactions with guests. Explain how it contributes to positive customer
service and reflects well on the hotel's image.
 LEARNING MODULE
Inquiring about Customers’ Needs and Decisions

WEEK 4
0. Objectives: At the end of the lesson, you will be able to:
a. discuss key factors in setting and meeting the customers’ needs; and
b. apply effective questioning techniques to identify customers’ needs and decisions.

II.Subject Matter: Inquiring about Customers’ Needs and Decisions

 Laptop
 DLP
 Paper strips
 Reference/s:
Gibson, E. (2021). Customer needs and wants in a hotel. Enjovia.
https://enjovia.com/customer-needs-and-wants-in-hotel/?
fbclid=IwAR2kMBNx4DqCRUQOYUvTCouvmnounyydoF3EhSI-
uz86JzN0eeBZToUoZGA
Harire, M. (2020). Restaurant Management Tips to Ensure Customer Satisfaction.
https://www.linkedin.com/pulse/restaurant-management-tips-ensure-customer-mounir-
harire?fbclid=IwAR0Ic6E7bART5_-tdJL1JJbSlio1tG4ulYhkh3OeeKvSX_md5e8TD2Waiig

III. Procedure

A1 - Activity
Scenario Analysis
Instructions:
 You will be divided into 3 groups.
 Each group will be presented with a short scenario:
1. Dietary Restrictions: A customer with a severe peanut allergy arrives for dinner.
2. Delayed Flight: A guest arrives at the hotel after their flight gets delayed due to
bad weather. They are exhausted and stressed.
3. Large Group Celebration: A group of friends arrives to celebrate a birthday at a
casual restaurant.
 The groups will be given five minutes to discuss and list potential customer needs based
on the scenario.
 Each group will select one representative to present their output in front of the class.

A2 - Analysis
Key Factors in Setting and Meeting the Customers’ Needs

The hotel and restaurant industry thrives on exceeding guest expectations. But how do you truly
understand what your guests need and desire? This article explores the key factors in setting and
meeting customer needs in hotel and restaurant management.

Understanding the Guest Journey

A successful guest experience is a journey, not just a single interaction. Consider the various
touchpoints a guest might have with your establishment, from pre-arrival research to post-stay
feedback. Here are some key factors to consider at each stage:
1. Pre-Arrival - Guests research online, read reviews, and make decisions based on
perceived value and offerings. Understanding their needs at this stage involves analyzing
online reviews, offering clear information on your website, and providing multiple
booking channels.
 2. Arrival & Check-In - First impressions are crucial. Guests may be tired, excited, or have
specific requests. Identify these needs through efficient check-in processes, friendly staff
interactions, and clear communication about amenities and services.
3. During Stay/Dining - This is where guests truly experience your hospitality.
Understanding their needs involves offering a variety of dining options, catering to
dietary restrictions, addressing special requests promptly, and maintaining clean and
comfortable environments.
4. Departure & Post-Stay - Make the checkout process smooth and efficient. Gather
feedback through surveys or follow-up emails to understand what guests enjoyed and
what areas you can improve upon.

Beyond the Basics of Decoding Needs

While some needs are universal (cleanliness, comfort), guest desires can be more nuanced.
Here's how to delve deeper:
Active Listening – Train staff to truly listen to guest concerns and requests. Pay attention to both
verbal and non-verbal cues.
The Power of Questions – Don't just assume; ask open-ended questions to understand
preferences, dietary needs, and desired experiences.
Personalization – When possible, personalize the experience. Offer room upgrades based on
preferences, recommend menu items tailored to dietary restrictions, and remember guest names
for a more welcoming feel.

Meeting Needs & Exceeding Expectations

Once you understand guest needs, implement strategies to meet and exceed them:
Anticipatory Service: Go the extra mile by anticipating guest needs before they arise. Offer
extra towels, suggest local attractions, or provide bottled water for a late arrival.
Flexibility & Adaptability: Be prepared to accommodate reasonable requests and adapt to
unexpected situations.
Empathy & Emotional Intelligence: Recognize that guests have emotions. Address concerns
with empathy and focus on creating a positive and memorable experience.

Effective Questioning Techniques

In a hotel and restaurant setting, effective questioning techniques are crucial for uncovering your
guests' needs and desires, leading to a more personalized and satisfying experience. Here are
some key techniques to consider:

Open-Ended Questions
These questions encourage elaboration and provide deeper insights into guest preferences.
Examples include:
"What brings you to our hotel today?"
"Can you tell me more about any dietary restrictions you might have?"
"What kind of experience are you hoping for during your stay/meal?"

Clarifying Questions
These questions ensure you understand the guest's request and avoid any misunderstandings.
Examples include:
"So, if I understand correctly, you're looking for a room with a king-size bed?"
"Would you prefer a table by the window or on the patio?"
"Can you elaborate on what kind of cuisine you're interested in?"

Reflective Questions
These questions help you gauge the guest's current sentiment and tailor your approach
accordingly. Examples include:
"Sounds like you had a long journey. Would you like a bottle of water brought to your room?"
"I see you're celebrating a special occasion. Is there anything we can do to make it extra
memorable?"
"The menu offers a variety of vegetarian options. Can I help you find something you'd enjoy?"
Probing Questions
These questions delve deeper into the guest's needs and uncover underlying preferences.
Examples include:
"What features are most important to you in a hotel room?"
"Are there any specific dietary restrictions we should be aware of?"
"What kind of atmosphere are you looking for in a restaurant tonight?"

A3 - Abstraction
 You will go back to your answers in Activity.
 Your answers will be checked.
 A generalization of the topic will be given to you.

A4 - Application
Roleplay: “Hotel Hustle”
(20 minutes)
Instructions:
 You will be divided into 3 groups.
 Each group will be tasked to come up with their own fictional hotel and restaurant
business.
 Each group will be given 3 paper strips containing various customer profiles checking in
to their hotel (e.g., "Honeymoon couple," "Business traveler on a tight budget," "Family
with young children")
 The group will have 5 minutes to discuss how the features and services offered in their
hotel will meet the needs of their assigned customer profile.
 The students will be required to use open-ended questions like "What are the guest's
priorities?" or "Would this feature enhance their experience?"
 Each group will be given 5 minutes to perform.

Rubrics:
Creativity: 10
Content: 10
Delivery: 10
________________________
Total: 30 points

IV. Evaluation
Instructions:
1. Describe three specific examples of “anticipatory service" you could implement at
your hotel to go beyond basic guest needs. (15 points)
2. In a minimum of 200 words, explain how anticipating guest needs can contribute
to a more positive guest experience. (5 points)
 LEARNING MODULE
Knowing How to Explain for Mistake
WEEK 5
I. Objectives: At the end of the lesson, you will be able to:
a. identify the appropriate language to use in explaining reason for mistakes to customers; and
b. apply the general skills in explaining the reason for mistakes in the workplace.

II. Subject Matter: Knowing How to Explain the Reason for Mistakes
 Materials:
 Laptop
 DLP
 Paper strips
 Reference/s:
Mph, V. B. (2022). How to bounce back from a mistake at work. Work2Live
Well. https://www.work2livewell.org/post/how-to-bounce-back-from-a-mistake-at-work

III. Procedure

A1- Activity
“Fumble? Be Sorry and Explain!”
Instructions:
 After the discussion will be exposed to different common problems faced in the
workplace, particularly in a hotel.
 You will share your thoughts and ideas on how to explain the reason for the mistake
shown and share it in the class.
 Your answers will be written by the teacher on the board.

A2- Analysis:
Knowing How to Explain for Mistake
Be proactive.
Once you are aware of the mistake you have made, try to get in front of the situation
before it spirals. Being proactive about addressing whatever took place demonstrates your
awareness of the problem and relieves others from the potential discomfort of bringing it to your
attention.

Offer an apology.
Offer a genuine and humble apology, acknowledging your error and the harm you caused
to the other person, team, or the business. Don’t be defensive or make your apology about
yourself. What other people care about is your impact, not your intent.

Make amends with those impacted.

While it is an act of integrity and accountability to admit and apologize for your error,
you will only rebuild trust if you correct the behavior or issue. Share what you learned, how it’s
going to be different, and commit to doing better. (“I’m sorry for the inconvenience. I thought
that you only requested one additional bedding. I will deliver the second bedding right away.) I
promise to do better the next time you order again.”) You may need to work hard to change your
behavior and correct the situation. But without the correction, any apology is worthless, and
people will only grow more cynical.

Have compassion.
When we have a setback at work, it can be embarrassing, and we can become excessively
self-critical. Berating ourselves for something in the past, though, is not helpful. We can learn
much from our mistakes and use them to catalyze our development, so long as we don’t focus
our energy on criticizing ourselves. To ensure you make your mistake a valuable learning
experience, also ask yourself these two questions:
  How can I prevent this from happening again in the future?
 What’s one lesson I can extract from this experience?

Similarly, show compassion for others when they stumble. Likely, they’re feeling
embarrassed and already rebuking themselves enough for their error. Don’t add to the negative
emotions they already feel. This is especially true when it comes to remote hires, whose
onboarding was likely compromised by the circumstances.

The good news is that self-compassion and compassion for others are connected. When
you practice one, you naturally boost the other and contribute to an upward cycle of compassion
at work, the order of the day if there ever was one. Remember that mistakes and setbacks are
normal, and failure offers us an opportunity to learn. If you mess up at work, don’t duck, cover,
and self-flagellate. Instead, use the strategies above to remedy the situation, rebuild trust, and
repair your reputation.

A3- Abstraction
 You will go back to your answers in Activity.
 Your answers will be checked.
 A generalization of the topic will be given to you.

A4- Application
Role-play: “What will you do?”
(15 minutes)
Instructions:
1. You will be grouped into 5.
2. Your group will be given a specific problem that is common in a hotel.
3. Your group should come up with a solution and will act it out in a 3 to 5-minute
presentation.

Problems:
 Malfunctioning amenities
 Long wait times
 Unpleasant odors
 Misrepresentation
 Unexpected pet fees

Rubrics:
Creativity: 10
Content: 10
Delivery: 10
______________________________
Total: 30 points

IV. Evaluation:
Instruction:
Explain the importance of the following in explaining a mistake:
 Be proactive
 Offer an apology
 Make an amends
 Have compassion
 LEARNING MODULE
Writing Memos
WEEK 6
I. Objectives:
At the end of the lesson, you will be able to:
a. identify the key components of a well-written memo;
b. determine variations of memo format: short memo, email memo, formal memo, and
informal memo; and
c. write a clear, and concise, memo observing a proper format.

II. Subject Matter: Writing Memos

Materials:
 Laptop
 DLP
 Bondpaper
 Paper Strips
 Reference/s:
How to write an effective memo: common components and tips. (2023,
May11).Shopify. https://www.shopify.com/ph/blog/how-to-share-your-experience-in-memo-
format

III. Procedure

A1- Activity
Think-Pair-Share
Instructions:
1. You must have a pair to work with.
2. Describe instances in which you have to convey information clearly and effectively.
Explain briefly the importance of clear communication in work environments.
3. Describe what a memo is and why it is used as a formal form of communication among
employees in a business.

A2- Analysis
What is a Memo?
Memos are written communications intended to convey important information to a group
of individuals in a single workplace. Memoranda are used by businesses to notify employees of
anything from small office events to significant corporate announcements. Memos share
information with everyone in the office, keeping staff members informed and contributing to the
development of a transparent corporate culture.

Key Components of a Memo

1. Heading. The sender, recipient, topic line, and date comprise the memo header.
Many of these elements are already included in contemporary email memos. An
email memo can be distinguished from a conventional email by including an
introductory statement in the subject line, usually capitalized and enclosed in
brackets.
2. Introduction. Key information is highlighted in the introductory paragraph. It
should clearly state the memo's goal and the reasons why staff members ought to
read it.
3. Body. The context for the data presented in the introduction should be provided in
the memo's body. The body of the memo may go into detail regarding the factors
that influenced your decision-making if the introduction announces a new
corporate policy
4. Items to take action. Any actions or behavioral adjustments that employees should
make should be made explicit in a memo. To make action items stand out to
readers who might be skimming the email copy, use bolded text or bullet points.
 5. Signoff. A memo concludes with a brief signoff that includes your name and
provides a resource for any follow-up questions. It may anticipate and address
potential staff concern.

Variations of Memo Format

Short Memo:
 Length: Typically under a page, focusing on a single, clear message.
 Formality: Can be formal or informal depending on the content and audience.
 Use Case: Quick updates, meeting reminders, or brief requests to colleagues.

Email Memo:
 Delivery: Sent electronically through email.
 Formality: Can range from formal to informal depending on the content and recipient.
 Use Case: Replaces a traditional paper memo for quicker and easier distribution.

Formal Memo:
 Formality: Most formal of the bunch, with strict adherence to formatting and
professional language.
 Use Case: Important announcements, policy changes, or communication to a large
audience within the organization.

Informal Memo:
 Formality: Least formal, with a conversational tone and potentially abbreviated
formatting.
 Use Case: Quick communication with a small, well-known group for simple updates or
reminders.

A3- Abstraction

Instruction: Write the things that you have learned in this lesson in a maximum of 8 sentences.

In this lesson, I have learned that ___________________________________.

A4- Application
Writing Activity
(Memo Writing)
Instructions:
 Create a formal memo, observing the key components, details, and proper format with
your pair in the previous activity. Write it on a one whole sheet of paper.
 For each pair, you will be given a paper strip containing a specific scenario:
1. New Guest Service Policy: To guarantee that every employee is informed of the
modifications, write a memo introducing a new guest service policy, such as a revised
late check-out charge structure.
2. Reminder for Departmental Meetings: Write a memo to inform employees of impending
departmental meetings, along with the date, time, and agenda.

IV. Evaluation:
Instruction:
Write a handwritten memo observing the key components in a short bond paper about the
situation below.
You are part of the hotel management team at Golden Lotus Company. The hotel is
hosting a large conference, and you are tasked with informing staff through a memo about the
expected increase in foot traffic and any special menu or service adjustments required. Then,
determine the components that are present in the memo and explain the format you used.

Rubrics:
Content- 15
Clarity of Purpose - 15
Grammar - 10
Labeling and Explanation - 10
___________________________________
Total: 50 points