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Customer Service
Unit one: Understanding the organisation (H/503/0322)
Unit 1 Assessment
Assessment
You should use this file to complete your Assessment
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vision2learn
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Please note that this Assessment document has 17 pages and is made up of 5 parts
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I used to work in a hotel as a hotel office coordinator and I would like to base my answers on the
commercial organisation of M Hotels
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)
The hotel is a touristic organisation, provides hospitality service for both business and leisure
travellers
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Part 1 – The role of customer service in organisations
This part will help you to evidence Learning Outcome 1: Understand the factors that affect an
organisation and the customer service role
Learning objective
Place in Assessment
1
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2 Describe the differences in customer service between
commercial, public and third sector organisations
Question 2 Page 3
1
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4 Identify the major competitors of the organisation
Question 4 Page 4
1
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All rights reserved
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Complete the table below with a description of the products and services for at least
two commercial organisations, public organisations and third sector organisations
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1]
Please ensure you provide a description for each organisation, rather than a list
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They offer home delivery, financial
services and other services as well
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If you eat there they
provide free WiFi for customers
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Public
organisation
NHS
The NHS provides access to
treatments and care for medical
conditions and illness
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Public
organisation
TfL ( Transport for
London )
The service they offer include road
routes for London Underground,
London Overground, trams, buses,
taxis, river
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The main purpose of this charity is to
prevent them from cardiovascular
disease through funds, research and
care and to create awareness through
campaigns
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Ther relay on donations (
voluntary ) to achieve their purpose
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e
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The retail
division inc
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© Creating Careers Ltd, 2015
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2
Customer Service
Unit one: Understanding the organisation (H/503/0322)
Third sector
organisation
NSPCC
The NSPCC support parents and
families to care for their children
providing services to help them move
on from abuse, drugs, alcohol
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2
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You should outline customer service
roles in each organisation and highlight the differences in how customer service is carried
out across these organisations
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2]
Organisation type
Description of customer service and
the differences between organisations
Commercial
organisation
Commercial organisations are all about profit, maintaining the
company long term, providing great customer service to keep the
customer happy and wanting from them to reuse the organisation
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Public
organisation
It’s the organisation that is formed by statutory order of
parliament
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The basic purpose of the public organisation
is to provide services to the general public
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On the contrary
to the commercial organisations a public organisation focuses on
efficient funds utilisation and greater benefits of public
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These are non- profit making organisations and must be
registered with government recognises as charitable
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Profits are reinvested into their product or service
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writing
is chosen for problems solving
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Third sector
organisation
© Creating Careers Ltd, 2015
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3
Customer Service
Unit one: Understanding the organisation (H/503/0322)
3
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Within the organisation
For example, customer service plays a crucial role, because as the first point of contact of
the hotel is a hotel receptionist, they are responsible for creating the first and the last
impression
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b
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[1
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4
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4]
The hotel has many competitors such as:
Hotels from the same area, that request a competitive price and offer competitive
Services
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© Creating Careers Ltd, 2015
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4
Customer Service
Unit one: Understanding the organisation (H/503/0322)
5
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[1
...
Now that you have completed part 1 of your Assessment, remember to save the work you
have done so far – you will need to send your work to your tutor for marking once you have
completed all 5 parts of this Assessment
...
All rights reserved
...
1 State employer and employee rights and responsibilities
under employment law and the importance of having these
Question 1 Page 5
2
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3 Describe the organisation’s procedures for health and
safety and documentation used
Question 3 Page 6
2
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5 Identify other key legislation relating to industry and
organisation
2
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Use the table below to give details of employer and employee rights and responsibilities
under employment law and the importance of having these (consider the importance to
the organisation, employees and customers, where relevant)
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[2
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Employer
It is important to stick to these as this could
effect their term of employment
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Expect employees to fulfil their duties as
specified by contacts and legalisations
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Employer
Have a duty to care for all employees
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Employee
Workplace safe and health considerations
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All rights reserved
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The employees must take care of their
health and must be careful in wearing
clothes and jewellery if they are dealing
with machines and equipment's
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The employee must
inform the illness, injuries etc
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They
get the proper training to work safely
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Employee
Equality workplace
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The employees
must respect each other
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2
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You should include at least two employer rights / responsibilities and
at least two employee rights / responsibilities in your answer
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2]
Who?
Employer
Employer
Employee
Employee
Rights / responsibilities under Health and Safety at Work Act
Employers have duties to assess risks in the workplace
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Employers must consult employees on H&S issues
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They have to take care of their health, must understand the policies
of health and safety of their organisation and implement them
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The employee must discuss their health issues if they have with the
management or local authorities
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In relation to your current organisation (or one that you are familiar with), describe the
organisation’s procedures for health and safety and any relevant documentation that is
used
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3]
The Hotel trains it’s staff regularly on how to use certain equipment and how to act in case
of fire, hazardous emergencies and other accidents that may occur on the premises
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These documents should be annotated to highlight the relevant
sections
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All rights reserved
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Outline how the Disability Discrimination Act relates to employment
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4]
The Disability Discrimination Act allows people who have any form of disability to be able
to join employment with the same general employment rights as other employees and job
seekers
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It is unlawful under the Disability Discrimination act for employers to subject any job
seekers or employees with disabilities to discrimination due to their disability
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In addition to the information provided in the questions above, identify the other key
legislation that specifically relates to your chosen organisation and its industry as a
whole
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5]
The Health and Safety at Work, etc
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Complete the table below to describe the procedures followed by your chosen
organisation in relation to equality and diversity
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[2
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All rights reserved
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Adjustments are made
within the setting to
accommodate the
employee with the
disability to allow them to
carry out their job
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Sexual orientation
What documentation is
used to support this
monitoring?
Investigations
Equality act within the
workplace
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Policies and
procedures within the
workplace
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Policies and procedures
within the workplace
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© Creating Careers Ltd, 2015
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9
Customer Service
Unit one: Understanding the organisation (H/503/0322)
Part 3 – Career pathways within customer service
This part will help you to evidence Learning Outcome 3: Understand career pathways within
customer service
Learning objective
Place in Assessment
3
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2 Identify sources of information and advice available on the
customer service industry, occupations and career
progression
3
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4 Identify the procedure for accessing formal learning
programmes and the procedure for challenging refusal if
available
3
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Describe at least two different types of career pathways that may be available within a
customer service role
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[3
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As they progress as sales assistants they become more confident and start to create
relationships with the customers
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When getting to this level, the employee gains more responsibilities and assist the
manager who does the budget, organises the team and the workplaces
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For Example, a receptionist
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2
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[3
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All rights reserved
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In your current organisation (or one that you are familiar with), what methods of
learning are available to help with career progression? [3
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I learnt more about my options and opportunities
from my manager
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In your current organisation (or one that you are familiar with), what is the procedure for
accessing formal learning programmes? What is the procedure if an application for access
to learning is refused? [3
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These
documents should be annotated to highlight the relevant sections
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This happens often as the employer is interested to have qualified staff that is more skilled
to increase sales and the reputation of the hotel
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There are also training days so that the staff can attend these training days and
access the information that they want to about the area the training is related to
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© Creating Careers Ltd, 2015
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11
Customer Service
Unit one: Understanding the organisation (H/503/0322)
5
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[3
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© Creating Careers Ltd, 2015
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12
Customer Service
Unit one: Understanding the organisation (H/503/0322)
Now that you have completed part 3 of your Assessment, remember to save the work you
have done so far – you will need to send your work to your tutor for marking once you have
completed all 5 parts of this Assessment
...
1 Identify sources of information and advice on
employment rights and responsibilities
Question 1 Page 12
4
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3 Detail the main roles and responsibilities of each
representative body and their relevance to the industry
Question 2 Page 12
4
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Identify a range of sources where a person can find information and advice on
employment rights and responsibilities
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[4
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Complete the table below, identifying the representative bodies related to your chosen
organisation / industry
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[4
...
3]
© Creating Careers Ltd, 2015
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13
Customer Service
Unit one: Understanding the organisation (H/503/0322)
Representative body
Roles and responsibilities Relevance
The British Hospitality
Association
Promotes the interest of
many hospitality
organisations including
Hotels,restaurants,clubs
They offer strategic
support, advice and
trainings meant to improve
the image of the
organisation
UKHospitality is a
membership trade
association that advocates
for a fair operating
environment for hospitality
businesses
Lobbying on a range of
policy issues whilst
providing a range of
services to enable the
business to thrive
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Trade unions have regional
and national expertise that
they are able to use to help
their members
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They have a team with
different knowledge and
experience to help
employees and employers
with issues that they may
have
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For a customer service role in your current organisation (or one that you are familiar
with), use the table below to provide details of the support that is available in relation to the
following issues:
a) Equality
b) Health and safety
c) Career progression [4
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All rights reserved
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The
company provide health and safety information and guidance
at all times
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Information about career progression in the hospitality industry
can be found on the internet, but HR or the department
manager is more than happy to give advice and instruct
employees who are willing to progress
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All rights reserved
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Part 5 – Policies and procedures
This part will help you to evidence Learning Outcome 5: Know the organisation’s policies and
procedures
Please answer all of the questions in this part in relation to your current
organisation (or one that you are familiar with)
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1 Describe the main principles, policies and procedures
of their organisation and its documentation
Place in Assessment
Question 1 Page 15
5
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3 Outline relevant policies and codes of practice
adopted by the organisation and how employees are
made aware of these
5
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5 Identify issues of public concern relating to their
industry and organisation and how these are dealt with
Question 3 Page 16
Question 4 Page 16
Question 5 Page 17
1
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You should also include details of documentation used to support
these principles, policies and procedures
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1]
© Creating Careers Ltd, 2015
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16
Customer Service
Unit one: Understanding the organisation (H/503/0322)
Description
Principles
Supporting documentation
hotel website
The Hotel is committed to deliver
great service, acts with responsibility
and is very receptive to feedback
both from customers and employees
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millenniumhotels
...
uk
Company’s handbook
Policies
Non-smoking policy-guests,
employees and visitors are not
allowed to smoke in the premises of
the hotel
Procedures
All interactions with the guests,
reservations, check-in and check-out
procedures must be dealt with
friendliness, warm approach and
desire to offer support
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millenniumhotels
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uk
Guests that wish to provide
feedback could do so by
approaching any employee, by
sending an email to the hotel
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How are the organisation’s principles communicated to employees? Explain this below
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2]
The manager also provides reading material to the new employee, so they can be aware
from the start of the hotel’s principles
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All rights reserved
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Outline the policies and codes of practice that are adopted by the organisation
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3]
At M Hotel policies and codes of practices are made aware to employees through regular
group meetings and hotel manager discussions
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Staff should
never disclose to unauthorised persons private information about the customers
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4
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[5
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In the staff areas there are printings displayed which remind the staff on the best
ways to perform their jobs, emphasizing the customer service policies
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All rights reserved
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Use the table below to identify issues of public concern relating to the industry and
organisation, and describe how these issues are addressed / dealt with
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5]
Issues of public concern
Prices of rooms and services available
Data protection
How they are addressed / dealt with
The prices are clearly set out for the
different types of rooms that are available
for the guests to have
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Data privacy is essential
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The hotel staff should
be provided with all the fundamental skills
to ensure a secure environment for guests
and employees
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vision2learn
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Log in to the platform and send your Assessment
to your tutor via your My Study page for marking
...
All rights reserved