Task Summer Write a report to support the contents of the Customer Service Handbook and devise a Customer Service Handbook.

To complete this task successfully, you must draw on knowledge from all unit modules to create a service management structure that is both practical and accessible to service users.

Context:Customer Service Employee Handbooks are an important tool used by Hospitality firms to give their employees a guideline of how services should be delivered, thus, allowing the company to provide exceptional service and be successful.

This tool is the cornerstone of customer service training, and it contains all the information that employees need to create exceptional customer experiences.

Customer satisfaction is the goal of good hospitality in the hotel industry.

The Board of Directors of your Assessment 1 chosen hotel is concerned about declining service quality and market share.
To regain its name and position in the guests’ eyes, the Board has set new goals(new goals to be defined i.e., Improve Service quality), be a learning organization and improve market share.

In teams you will create part A: a visual service design proposal that addresses the entire service spectrum from concept to relationship management with guests and employees.

Part B: a report justifying the handbook proposal.
The purpose of this assessment has three aims:

• First, as a group project it is a practicum for practicing communication and leadership skills including group decision making, conflict resolution and interpersonal communication.

• Second, communication (written and visual) is an important skill in any profession, and this is an opportunity for you to apply a variety of communication strategies.

•Finally, the assessment provides you with an opportunity to action Service Design and Management theories learned in class and practically apply these theories in a hospitality industry context.

To review and suggest a service design management plan for your Assessment 1 chosen hotel, you will act as a consultancy team.

Task Instructions:

1. Choose one of your group members’ Service concept ideas from Assessment 1 to design the Customer Service Employee Handbook for current and new employees.

2. Use the information you have obtained and analysed for Assessment 1 to identify the characteristics of your chosen hotel / restaurant, its augmented services (e.g., restaurants,bars, fitness club, gift shop) and its target market.

You will use this information in your Customer Service Employee Handbook design.

3. Design a Customer Service Employee Handbook applying theories and knowledge acquired during your SDM 404 course based on the information you collated in Step 2.4.
Analyse and justify your design choices against service management theory in an analysis-based business report presented in Part B.