Tasks required for this unit

This unit of competency requires that you:

· identify customer requirements and provide professional and personalized customer service
experiences to two different internal and two different external customers to meet requirements

· apply effective communication techniques with the above internal and external customers,
including at least one with special needs

· provide the above service to the above customers in line with organizational customer service
standards and within designated organizational response times.

Instructions for how you will complete these requirements are included below.

Blue Healer Resort and Spa is made up of five areas: food and beverage, wellness, meeting rooms,
accommodation, and administration. Each area has its full-time manager.

The restaurant is large enough to feed over 100 people three meals each day. There are four full-time
kitchen staff, and the rest of the staff are hired on a casual basis to cater for functions and retreats.

There is accommodation for 80 people in twin and double rooms. Surrounding hotels provide further
accommodation when needed.

There are four meeting rooms of various sizes, and these can be opened up to make one large room for
functions such as weddings and courses. There is also a service area where computers and printers can
be accessed.

The wellness area has two saunas, a steam room, three warm water spas, four massage rooms, and
four consultation rooms where naturopathic consultations and facial treatments are performed. The
spa runs continuously, mostly due to locals and tourists visiting, whether a course is running or not.

Reception includes the front desk and the office where the accounts are done and records kept. It is an
open-plan office with five staff workstations.

For this assessment, you are employed as a Customer Service and Events Manager for the company.
One of your roles is to match services offered by the company to client needs.

What do I need to demonstrate?

During your practical assessments, you will be required to demonstrate a range of the skills and
knowledge that you have developed during your course. These include:

· Provide a quality service experience

Determine and confirm customer preferences, needs, and expectations.

o Advise customers about appropriate products and services to meet their needs.
o Anticipate customer preferences, needs, and expectations throughout the service experience.

o Promptly provide products and services with professional and personalized service to meet
individual preferences.

o Offer extras and add-ons and provide tailored and additional products and services.

o Check actioning of special requests before customer delivery.

o Liaise with team members and suppliers to ensure efficient service delivery.

o Share customer information with team members to ensure quality service.

· Proactively respond to difficult service

or Identify problems with products and services and take immediate action to address them before
provision to the customer.

o Anticipate delays in product and service provision and regularly update customers on expected
outcomes.

o Advise customers of alternative products and services.

o Proactively compensate for service difficulty in line with own level of responsibility and
organizational policy.

o Provide ongoing internal feedback on service issues and suggest improvements.

· Develop customer relationships

and Provide personalized service to customers in a professional manner that builds repeat business.

o Provide tailored products and services based on customer profile.

How will I provide evidence?

Your assessor will provide you with templates to complete each task. You will find some detailed
information about providing evidence; this will include;

· an email to referral staff with an updated Customer Record Sheet attached

· an email to the first customer

· an email to event meeting staff

· a confirmation email to the first customer

· a confirmation email to the second customer

· follow emails for the second customer

· An email outlining the delay to service provision

· an email providing internal feedback on service issues.

You will need to complete each activity and submit the required task at the end of each step
completed.

Tips for completing your activities

· Read through this assessment and each task before you get started and make sure you
understand what you need to do. If you are unsure, speak to your assessor and/or supervisor.
1. Prepare for the role-play.

Read the case study information provided above, as well as the List of Services that Blue Healer Resort
and Spa provides to identify the services that may suit each customer.

Read the Customer Service Policy and Procedures to ensure that you understand the procedures to be
followed including answering inquiries and seeking input from other staff members as required, as well
as recording customer details and privacy requirements.

The role-play will be completed twice, once each for two different customers. You will answer the
inquiry according to company procedures and then provide information to each customer about the
services the business offers that will help the customer with their needs. Your assessor will play the role
of each customer and will telephone you.

You will also be required to follow up on some information that you cannot provide to the customer
over the telephone, as well as enter the customer’s details into the Customer Record Sheet provided to
you which is part of the company’s procedures.

Your assessor will role-play each customer and advise you of the time and date for the assessment
tasks.

2. Provide customer service over the telephone.

Now participate in the two customer role-plays at the date and time specified by your assessor and
complete the following activities noting that your assessor will role-play the customers and each time
will call you on yours or the RTO’s telephone.

You will need to:

· Answer calls according to company policy.

· Listen to the customer’s inquiry to determine the exact nature of the request and ask further
questions as required to assist in identifying the customer’s needs

· Clearly and accurately explain services offered by Blue Healer Resort and Spa that may be
suitable for the customer, offering extras and add-ons that may be appropriate.

· Respond to questions and provide information to assist the customer in selecting the right
option for them.

· Identify information that you are unable to immediately provide to the customer and respond to
the customer service policy and procedure.

Demonstrate effective interpersonal skills including:

· Using a warm and friendly tone to build rapport

· speaking clearly

· asking questions clearly and concisely

· Clearly and accurately responding to questions

· using active listening techniques.

Ask for the customer’s details (name, company, position, telephone, email) and record them in the
customer record sheet. Explain key privacy requirements about the recording of customer details as per
the customer service policy and procedure.

After the telephone call, record all notes and comments about the phone call on the customer record
sheet, including customer priority rating as per the customer service policy and procedure. You will
finalize all the details in the customer record sheet in Task 3 below.

3. Update the customer record sheet with the details of the potential customers.
Below is a Customer Record Sheet based on the information gathered during the
phone call:

Customer Record Sheet

Field Details
Customer Name John Doe

Company Name Innovative Corporation

Position Event Coordinator

Phone Number +1234 567 222

Email Address [email protected]

Customer Priority High (Urgent event Planning)

Inquiry Details Inquiring about booking meeting rooms and spa services
for a corporate retreat. Requires accommodation and
wellness packages.

Special Accessibility needs (Wheelchair access required)

Requirements
Follow-Up Actions Send detailed package information and available dates via
email. Follow-up call in 2 days to confirm.

4. Send an email regarding referral information.

Referencing customer email (John Doe from Innovative Corporation) and their request related
to booking meeting rooms and wellness services:

Subject: Referral Information for John Doe – Corporate Retreat Inquiry

Dear Ujjwal,

I hope this email finds you well.

I am writing to follow up on a recent inquiry from John Doe, the Event Coordinator at
Innovative Corporation. He is interested in booking meeting rooms and spa services for an
upcoming corporate retreat. Specifically, he requires further details on the following:

 Availability of meeting rooms for a two-day corporate event, with options for both
 small and large room setups.

 Wellness packages, including spa services and any accommodations that may be
suitable for their team’s needs, especially regarding accessibility requirements
(wheelchair access).

Could you kindly provide the necessary information or clarify any details regarding these
requests? Your assistance in confirming availability and any special requirements would be
greatly appreciated.

For your reference, I have attached the updated Customer Record Sheet with John Doe's
details and the full inquiry.

Thank you for your help, and I look forward to your response.

Best regards,
[Utshab Thapa]
Customer Service and Events Manager
Blue Healer Resort and Spa
[+999 111 100]
[[email protected]]

Customer record Sheet

5. Send an email to Jason (your Assessor).

Subject: Pricing Details for John Doe’s Corporate Retreat Inquiry

Dear Jason,

I hope you're doing well.

I have received the requested information from the Accounts team regarding the inquiry from John Doe
at Innovative Corporation for their upcoming corporate retreat. Below are the proposed details and
prices for the services they are interested in:

Meeting Room Pricing:

 Small Room (up to 20 people): $250 per day

 Medium Room (up to 50 people): $450 per day

 Large Room (up to 100 people): $750 per day

 Full Room Package (all rooms opened up for large events): $1,500 per day

Accommodation:

 Twin Rooms: $150 per night (per person)

 Double Rooms: $200 per night (per person)

Function Costs:

 Function Setup (decor, audio-visual, etc.): $500

 Additional room setup for specific corporate needs: $200

Meal Pricing:

 Breakfast: $20 per person

 Lunch: $35 per person

 Dinner: $40 per person

 Special dietary options (vegan, gluten-free, etc.) available upon request

Please let me know if these prices align with your expectations, and if you would like me to move
forward with confirming the booking for John Doe’s corporate retreat.

Thank you for your guidance, and I look forward to your feedback.

Best regards,
Utshab Thapa
Customer Service and Events Manager
Blue Healer Resort and Spa
[+999 111 100]
[email protected]

6. Prepare for the Event Meeting role-play.

Event Meeting Role-play preparation:

 Meeting Agenda

Objective: Preparing all team members for Innovative Corporation’s upcoming corporate retreat.

1. Client’s Requirements

 Meeting Room: Medium-sized room for up to 50 people with projector, microphone, and
screen.

 Accommodation: 10 twin rooms and 5 double rooms, including wheelchair accessible rooms.

 Wellness Services: Spa, sauna, steam room, and massage treatments, with wheelchair access.

 Meals: Breakfast, lunch, and dinner for 30 people, with vegetarian, gluten-free, and dairy-free
options.

 Special Requests: Quiet area for relaxation, and wheelchair accessibility in all areas.

2. Department Responsibilities
Each team will be responsible for the following:

 Event Coordinator:

o Confirm meeting room and AV equipment setup.

o Coordinate timing and logistics for all events.

 Front Office Manager:

o Confirm room bookings and check-in/out times.

o Ensure rooms meet accessibility needs.

 Restaurant Manager:

o Coordinate meal times and menu with dietary requirements.

o Ensure meals are served on time.

 Head Chef:

o Prepare meals with special dietary needs (vegetarian, gluten-free, dairy-free).

 Maintenance Manager:

o Ensure wheelchair accessibility in meeting rooms, wellness areas, and dining areas.

o Check all AV equipment and wellness facilities.

3. Timeline & Follow-Up Actions

 Each department needs to confirm its tasks by 2024/11/7.

 Any last-minute changes will be addressed by the Event Coordinator or Front Office Manager.

 Meeting Invitation to Staff

Subject: Meeting to Discuss Requirements for Innovative Corporation Corporate Retreat

Dear Team,

We need to prepare for the Innovative Corporation corporate retreat, and I would like to schedule a
meeting to discuss the client’s requirements.

Meeting Agenda:

 Meeting room setup, accommodation, wellness services, and meal plans.

 Special requests (wheelchair access, dietary needs).

Date & Time: 2024/10/30

Location: Virtual Meeting Link
Please let me know if you have any questions.

Best regards,
Utshab Thapa
Customer Service & Events Manager
Blue Healer Resort and Spa

Facilitating the Meeting

 Client’s Requirements:

o Ensure everyone understands the details of the retreat, such as meeting room setup,
accommodation needs, wellness services, and meals.

o Discuss dietary restrictions and special requests (wheelchair access, quiet areas).

 Department Responsibilities:

o Confirm what each department needs to do and set deadlines for when tasks need to
be completed.

Example of Tasks Assigned:

 Event Coordinator: Confirm meeting room and AV equipment.

 Front Office Manager: Confirm room bookings and early check-in.

 Restaurant Manager: Finalize meal plan.

 Head Chef: Prepare the menu based on dietary requirements.

 Maintenance Manager: Ensure accessibility and check AV equipment.

 Follow-Up Email After the Meeting

Subject: Follow-Up on Action Items for Innovative Corporation Corporate Retreat

Dear Team,

Thank you for attending today’s meeting. Below are the action items for each department:

 Event Coordinator: Confirm room setup and AV needs.

 Front Office Manager: Confirm accessible room bookings.

 Restaurant Manager: Confirm menu with dietary options.

 Head Chef: Plan the menu with special dietary requests.

 Maintenance Manager: Ensure accessibility and check equipment.

Deadline: 2024/11/10
Please let me know if you have any questions.

Best regards,
Utshab Thapa
Customer Service & Events Manager
Blue Healer Resort and Spa
7. Event Meeting role-play.

Event Meeting Role-play

Meeting Objective:
Coordinate preparations for Innovative Corporation’s corporate retreat and ensure all team members
are clear on their roles and responsibilities.

"Good morning, everyone it's me Utshab Thapa working in Customer Service And as an Event manager
at Blue Healer Resort and Spa. Thank you for joining me today. We are preparing for Innovative
Corporation's corporate retreat, which will take place next week. The client has a few specific
requirements that we need to address, so let's go over them.

Client's Needs & Special Requests:

 Meeting Room: A medium-sized room for 50 people, with a projector, microphone, and screen.

 Accommodation: 10 twin rooms and 5 double rooms, including wheelchair-accessible rooms.

 Wellness Services: Access to spa, sauna, steam room, and massage treatments, with
wheelchair access.

 Meals: Breakfast, lunch, and dinner for 30 people, with vegetarian, gluten-free, and dairy-free
options.

 Special Requests: Quiet area for relaxation and full accessibility for guests with mobility needs.

Department Responsibilities:

1. Event Coordinator: Will oversee the entire event, ensuring the meeting room setup is on time with
all necessary equipment. You'll also be responsible for coordinating the schedule of activities, including
breaks and meals, to ensure everything runs smoothly and on time."

2. Front Office Manager: "Will be responsible for confirming room bookings, ensuring that wheelchair-
accessible rooms are ready, and overseeing the check-in and check-out process for the guests."

3. Restaurant Manager: "Will coordinate the meal times and ensure all dietary requirements are met.
You’ll work with the Head Chef to make sure there are enough options for vegetarian, gluten-free, and
dairy-free diets."

4. Head Chef: "You will work with the Restaurant Manager to prepare meals that meet the dietary
needs of the group. Meals should be clearly labeled with dietary restrictions."

5. Maintenance Manager: "You will inspect the meeting rooms and wellness facilities to ensure that
they are accessible. You’ll also check that all AV equipment is in place and functional.

Confirming Next Steps:

"Let’s confirm the next steps for each department:

 Event Coordinator: Finalize the event schedule and confirm the meeting room setup.

 Front Office Manager: Verify room bookings and accessibility.

 Restaurant Manager: Finalize menu and dietary options.

 Head Chef: Plan meals according to dietary restrictions.

 Maintenance Manager: Ensure accessibility and check AV equipment.

Please confirm all tasks by 2024/11/12. If any issues arise, let me know immediately so we can address
them ahead of time."

Closing the Meeting:

"Thank you all for your time and input today. Please keep me updated on your progress, and don’t
hesitate to reach out if there are any concerns. I’m confident we can work together to make this event
a great success!"

8. Email to staff.

Subject: Confirmation of Event Meeting Outcomes – ABC Corporation Corporate Retreat

Dear Team,

I hope you’re all doing well.

I wanted to take a moment to recap the key outcomes from today’s event meeting regarding the
upcoming Innovative Corporation Corporate Retreat. Below are the client’s details and the
responsibilities assigned to each department:

Client Details:

 Client Name: Innovative Corporation

 Event Type: Corporate Retreat

 Event Date: 2024/10/15

 Number of Attendees: 30

 Special Requests:

o Meeting Room: Setup for 50 people, including projector, microphone, and screen.

o Accommodation: 10 twin rooms and 5 double rooms, including accessible rooms for
 guests with mobility needs.

o Wellness Services: Access to spa, sauna, steam room, massage treatments, and full
accessibility.

o Meals: Breakfast, lunch, and dinner with options for vegetarian, gluten-free, and dairy-
free diets.

o Additional Request: Quiet area for relaxation and full accessibility for guests with
mobility needs.

Assigned Roles & Responsibilities:

1. Event Coordinator

o Confirm meeting room setup, equipment, and schedule. Ensure the room is ready on
time for all activities.

2. Front Office Manager

o Verify room bookings and accessibility requirements. Ensure all rooms are ready for
guests and coordinate check-in/check-out processes.

3. Restaurant Manager

o Finalize meal options with the Head Chef, ensuring that dietary restrictions (vegetarian,
gluten-free, dairy-free) are well catered for. Coordinate meal timings.

4. Head Chef

o Prepare meals that accommodate all dietary needs. Ensure meals are clearly labeled
according to dietary restrictions.

5. Maintenance Manager

o Ensure all meeting rooms, wellness areas, and accommodations are accessible.
Confirm that AV equipment is working and check all facilities for maintenance.

Please ensure that all tasks are completed and confirmed by [2024/10/12]. If you encounter any issues
or require additional information, please reach out as soon as possible.

We all must work together to provide an exceptional experience for the client, so your cooperation and
attention to detail are greatly appreciated.

Should you have any questions or need further clarification, feel free to contact me.

Thank you for your time and efforts!

Best regards,
Utshab Thapa
Customer Service & Events Manager
Blue Healer Resort and Spa
 9. Send an email to Jason (your Assessor).

Subject: Confirmation of Your Corporate Retreat Booking at Blue Healer Resort and Spa

Dear John Doe,

I hope this email finds you well.

I am pleased to confirm your booking for the Innovative Corporation Corporate Retreat at Blue Healer
Resort and Spa, scheduled for 2024/11/15. We are excited to host you and your team and ensure that
everything is in place for an unforgettable experience.

Booking Details:

 Event Type: Corporate Retreat

 Date: 2024/11/15

 Number of Attendees: 30

 Accommodation: 10 twin rooms and 5 double rooms, including accessible rooms for guests
with mobility needs

 Meals: Breakfast, lunch, and dinner with vegetarian, gluten-free, and dairy-free options

 Meeting Room Setup: Meeting room for 50 people with projector, microphone, and screen

 Wellness Services: Access to spa, sauna, steam room, and massage treatments

Point of Contact:

Ujjwal Thapa, our event supervisor, is your primary point of contact for all event-related inquiries.
Please contact them for any assistance or adjustments to your booking.

Estimated Cost:

The total estimated cost for your retreat package, which includes accommodation, meals, wellness
services, and meeting room setup, is $12,600 (in words: Twelve Thousand Six hundred dollars only).
An official invoice with the final breakdown will be sent to you shortly.

Please do not hesitate to contact me directly if you have any additional questions or require further
information.

Thank you for choosing Blue Healer Resort and Spa for your corporate retreat. We look forward to
making this event a great success for your team.

Best regards,
Utshab Thapa
Customer Service & Events Manager
Blue Healer Resort and Spa
+999 111 100

10. Send an email to Jennifer (your Assessor).

Update on Spa Services and Estimated Costs for Second Customer’s Booking

Dear Jennifer,

I hope you’re having a wonderful day.

Following my discussion with the Spa Manager, I wanted to update you regarding the spa services for
our second customer’s upcoming booking. I have confirmed that the Spa Manager will be in direct
contact with the customer to discuss specific treatments, availability, and any special requests they may
have. This ensures a personalized experience tailored to their needs and preferences.

Estimated Cost Overview

Based on the requested services, I have calculated an estimated total cost of $12,600. This amount
includes the following services:

1. Accommodation: 10 Twin Rooms at $150 per night (Cost: 10 rooms x $150 x 2 nights = $3,000)
5 Double Rooms (Cost: 5 rooms x $200 x 2 nights = $2000)

2. Meals: Breakfast, lunch, and dinner based on dietary preferences provided by the customer

3. Meeting Room Setup: Space rental with necessary equipment and arrangements

4. Wellness Services: Access to spa amenities, including sauna, steam room, and massage
treatments as specified

The customer will receive a detailed invoice to confirm all costs closer to their booking date.

Please let me know if there’s anything specific you would like me to discuss or arrange in preparation
for this booking. I am happy to coordinate any additional requests to ensure everything is prepared to
your satisfaction.

Thank you for your guidance and support.

Warm regards,
Utshab Thapa
Customer Service & Events Manager
Blue Healer Resort and Spa
+999 111 100

11. Send an email to Reception (your Assessor).

Subject: Special Arrangements for Second Customer’s Accommodation

Dear Reception Team,

I hope this message finds you well.

I am writing to confirm a few special arrangements for our second customer’s upcoming stay to ensure
a comfortable and memorable experience. Please note the following requests:

1. Quiet Accommodation: The customer has requested a quiet area for their stay. Kindly assign
 their booking to a serene part of the accommodation, away from high-traffic areas.

2. Welcome Gifts: In addition, please arrange for a box of chocolates and a bouquet of roses to be
placed in the room prior to the guest’s check-in. This gesture is meant to create a welcoming
and delightful atmosphere upon arrival.

If you need any further information to coordinate these details, please feel free to reach out to me
directly. Thank you for your assistance in helping us exceed our guest’s expectations.

Warm regards,
Utshab Thapa
Customer Service & Events Manager
Blue Healer Resort and Spa
+999 111 100

12. Send an email to the Spa (your Assessor).

Subject: Confirmation of Spa Treatment Booking for Customer 2

Dear Spa Team,

I hope you’re doing well.

I am writing to confirm that our second customer is booked for spa treatments during their upcoming
stay. Please ensure their appointments are scheduled as requested and that all details are prepared to
provide a relaxing and enjoyable experience.

If you require any additional information regarding the customer’s preferences or specific treatment
requests, please do not hesitate to reach out.

Thank you for your assistance in arranging this service.

Warm regards,
[Utshab Thapa]
Customer Service & Events Manager
Blue Healer Resort and Spa
[+999 111 100]

13. Send an email to Jennifer (your Assessor).

Subject: Update on Spa Services and Alternative Arrangements

Dear Jennifer,

I am reaching out regarding the spa services for your upcoming stay at Blue Healer Resort and Spa.

Our Spa Manager has informed us of an unexpected issue with the availability of certain treatments
originally scheduled during your visit. Due to [reason, e.g., "maintenance requirements" or "staffing
constraints"], we are unable to offer [specific treatments affected, e.g., ["massage therapy and steam
room access"] as planned.

Alternative Services Available

To ensure a relaxing experience, we are pleased to offer you the following alternative options:

 Complimentary Aromatherapy Session: A 60-minute session designed to provide relaxation

and stress relief.
 Access to Private Sauna and Relaxation Lounge: Unlimited access throughout your stay.
Compensation Offer

As a gesture of goodwill, we would also like to offer you a 20% discount on your total spa service
charges or a complimentary upgrade to any premium treatments still available during your stay.

We apologize for any inconvenience this may cause and are committed to making your visit enjoyable
and comfortable. Please let us know if you would like to proceed with these alternatives or if you have
any specific preferences. I am happy to assist in coordinating any additional arrangements.

Thank you for your understanding and flexibility, and we look forward to creating a memorable
experience for you.

Warm regards,

[Utshab Thapa]

Customer Service & Events Manager

Blue Healer Resort and Spa

[+999 111 100]

14. Send an email to the Spa (your Assessor).

Subject: Feedback on Recent Service Issues and Suggested Improvements

Dear Spa Team,

I hope this message finds you well.

I am reaching out to provide feedback on the recent challenges we encountered with service
availability for our second customer. The unexpected unavailability of certain treatments has
highlighted some areas where we could improve our scheduling and communication to better meet
customer expectations.

Feedback and Suggested Improvements

1. Advance Notice for Service Interruptions: If possible, establishing a system to flag upcoming
maintenance or staff shortages at least [suggested timeframe, e.g., "one week in advance"]
would allow us to proactively inform clients and arrange alternative services before their
 arrival.

2. Real-Time Availability Updates: Implementing a shared schedule or internal communication

channel for real-time updates on treatment availability would help all departments stay
informed and reduce the chance of overbooking or last-minute changes.

3. Enhanced Communication with Guests: Consider offering automatic notifications to customers

about any changes to their booked services. This could help manage expectations and allow
them to make alternate arrangements early on.

Our goal is to maintain the high level of service that customers expect from Blue Healer Resort and Spa.
I appreciate the hard work your team puts in daily, and I’m confident that these adjustments could
further enhance our guest experience.

Thank you for considering this feedback, and please feel free to share any additional insights or ideas.

Warm regards,
[Utshab Thapa]
Customer Service & Events Manager
Blue Healer Resort and Spa
[+999 111 100]