SITXCCS008 - Develop & Manage Quality Customer Service Practices Project With ANIBT Hotel Case Study - Management Assignment Help

Assignment Task

PROJECT SCENARIO 
Since first opening their doors in 2009, ANIBT Hotel has maintained a 5 star rating under the  Australian Tourism Industry Council (ATIC). Located opposite the Yarra River in Melbourne, Victoria,  It is a magnificent location with extensive views of Southbank 
As a 5 star Hotel, ANIBT Hotel prides itself on ensuring that they continue to deliver products and  services that exceed the needs of their customers and provides the best experience for them. To  maintain their high level of service ANIBT Hotel has clear policies and procedures in place that all  staff must become familiar with. 
The yearly 5 Star Accreditation application is up for submission and as part of the submission ANIBT  Hotel must supply copies of their updated customer service policies and procedures. 
 

TASK : 

As a senior member at ANIBT Hotel, the general manager has asked you to work with the management team to develop 3 updated policies and procedures that will be included in the submission.  

A) You need to select 3 areas from the options below and provide a POLICY & PROCEDURE for  each: 

1. Acknowledge and greeting customers 

2. Complaint and dispute management 

3. Customer compensation  

4. Loyalty programs 

5. Pricing and guarantee 

6. Service and Product quality 

7. Refunds and Cancelations 

8. Response times 

9. Staff training for customer service

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