*Please do not use this sample assignment in any qualification or centre approval application by your

centre.

Sample Assignment

Assignment front sheet

Qualification Unit number and title

Pearson BTEC Level 5 HND Diploma

Unit 3 Customer Service
Hospitality Management

Student name Assessor name

Date issued Completion date Submitted on

Assignment title Assignment: A Case Study in Customer Care (1 of 2)

In this assessment you will have the

LO Learning outcome AC opportunity to present evidence that Task no. Evidence
(LO) shows you are able to: (Page no)
Understand customer
1.1 Discuss reasons for using customer
service policies within
LO 1 service policies 1
business and services
contexts
Discuss the purpose of evaluating a
customer service policy, indicating how
1.2 2
this can assist future staff training and
development
Understand the Evaluate different communication
purpose of promoting 2.1 methods and how these are used to best 3
LO 2 a customer-focused effect
culture Analyse how customer perception is
2.2 3
influenced by customer service provision

Learner declaration

I certify that the work submitted for this assignment is my own and research sources are fully
acknowledged.

Student signature: Date:

*Please do not use this sample assignment in any qualification or centre approval application by your
centre.
 *Please do not use this sample assignment in any qualification or centre approval application by your centre.
In addition to the above PASS criteria, this assignment gives you the opportunity to submit evidence in order to achieve the following MERIT
Grade Descriptor
M1
Identify and apply strategies to
find appropriate solutions
M2
Select/design and apply
appropriate methods/
techniques
M3
Present and communicate
appropriate findings
D1
Use critical reflection to
evaluate own work and justify
valid conclusions
D2
Take responsibility for
managing and organising
activities
D3
Demonstrate
convergent/lateral/creative
and DISTINCTION grades
Indicative characteristic/s
An effective approach to study and research has been
applied.
The selection of methods and techniques/sources has
been justified.
Appropriate learning methods/techniques have been
applied.
An appropriate structure and approach has been used (in
the presentation and communication of your findings).
A range of methods of presentation have been used and
technical language has been accurately used.
The communication is appropriate for familiar and
unfamiliar audiences and appropriate media have been
used.
Conclusions have been arrived at through synthesis of
ideas and have been justified.
The validity of results has been evaluated using defined
criteria.
Substantial activities, projects or investigations have
been planned, managed and organised.
The unforeseen has been accommodated.
The importance of interdependence has been recognised
and achieved.
Contextualisation
 The research for task 1 was used to produce a
presentation.
 Additional research was completed to address task 3.
 The selection and use of methods for tasks 2 and 3 were
appropriate and justified and employed appropriate
application of learning.
 The presentation for task 1 was structured coherently.
 For task 2 the documents developed were appropriate and
employed a range of presentation formats.
 The language used throughout the responses to tasks
employed appropriate technical language.
 The presentation in task 1 and the documents produced in
task 2 and task 3 were appropriate for different
audiences.
 The results of the research for tasks 1 and 2 and the
tabulated text table for task 3 were synthesised and
justified.
 The research was effectively managed, synthesised and
justified; there was evidence of effective time
management to meet the unit assessment deadlines to
produce exemplary results for each task.
 Contingency arrangements were described in research
reviews.
 Inter-dependence is evident in the evidence submitted
and recommendations for tasks 2 and 3.
 *Please do not use this sample assignment in any qualification or centre approval application by your centre.

thinking

Please note that for unit assignments Assessors should use these or other exemplar indicative characteristics for the individual grade
descriptors from Annexe C of the HN specification or any other relevant indicative characteristics for the particular assignment. The
indicative characteristic should then be contextualised. Only one indicative characteristic per grade descriptor, M2, M2, M3, D1, D2, D3 is
required.
*Please do not use this sample assignment in any qualification or centre approval application by your
centre.

Assignment brief

Unit number and title Unit 3 Customer Service

Qualification Pearson BTEC Level 5 HND Diploma in Hospitality Management

Start date
Deadline/hand-in

Assessor

Assignment title A Case Study in Customer Care (1 of 2)

Purpose of this assignment

The aim of this assignment is to introduce students to the principles and objectives of customer service,
with a focus on business and services operations in a hotel. The assignment will help students develop
an understanding of the nature of a customer service culture and the principle of quality service in the
business and services management environment. The assignment will help students to appreciate how
important information gathered from customers is and its relevance to improved delivery of services.

Scenario
You have started a summer placement working in a large hotel in a town centre location. Because of
this location the hotel is used by both domestic and incoming tourists and business people. The hotel
has a pub in the basement that serves food; conference facilities and a spa. The hotel has limited pre-
booked car parking in a small multi-story car park. There is access to night clubs, theatres, shops and
good public transport links to nearby sporting venues.

You are fortunate to be working with the customer services team, as you wish to develop your
customer service skills; the Customer Service Manager is pleased to have you as a team member as
the extra staffing will facilitate some essential research to improve staff communications and possibly
the development of staff improvement training materials for customer care.

Task 1 : (LO 1: 1.1 and M1, M3, D1)

The customer service team think that staff members need to be reminded about the reason for having a
customer service policy (there have been one or two complaints from customers recently).

You are asked to put together a short presentation for staff, to be used as an agenda item in different
department meetings. Your presentation should identify how the policy requires each member of staff to
meet customer requirements and expectations and the need for staff to communicate effectively with
internal and external personnel and customers.

You are instructed to put together a PowerPoint presentation and notes to be used by each Department
Manager.

Research customer service policies using large group hotels and the internet, select a policy and use
this as a source for the PowerPoint presentation (you must put together a pack of slides and notes.
Provide a written commentary that justifies your choice of policy and include an appendix to show the
text and web resources that you researched.

For M1, the research for task 1 was used to produce a presentation.

For M3, the presentation for task 1 was structured coherently and was appropriate for different
*Please do not use this sample assignment in any qualification or centre approval application by your
centre.

audiences.

For D1, the results of the research for task 1 were synthesised and justified.
*Please do not use this sample assignment in any qualification or centre approval application by your
centre.

Task 2 (LO 1: 1.2, M2, M3, D2)

Your Customer Services Manager was pleased with your presentation, but as a result of a discussion
with the General Manager, there is some concern that the Hotel Customer Services Policy might need to
be updated (there are still customer complaints.) You are asked to continue to research a range of
customer service policies, to suggest any revisions to the hotel policy and developments required, with
particular attention to the following:
 how to identify customer expectations
 how to assess the current quality of customer service
 how best to evaluate the use of data and feedback.

a) Produce a customer needs analysis for the different types of customers who use the hotel.
b) Develop a draft customer feedback survey questionnaire.
c) Undertake wider research into customer services policies; examine not just hotels, but also
restaurants, pubs, bars, nightclubs, food service providers, hospitality services. Record the policy
for each organisation and produce a text table that addresses points 1 to 3 above and using the
key policy points for each researched organisation, draft a more robust policy for your
organisation.
d) Identify any changes to staffing levels and staff training that would need to be implemented as a
result of using the revised policy.
e) Identify the methods that could be used to collect quantitative and qualitative methods of
customer research data.
f) Suggest how else could you measure guest satisfaction, as well as using a guest questionnaire?
g) What current service quality systems are used in the hospitality industry?

For M2, the selection and use of methods for task 2 were appropriate and justified and employed
appropriate application of learning.

For M3, the documents developed were appropriate for different audiences and employed a range of
presentation formats.

For D2, inter-dependence is evident in the evidence submitted and recommendations for task 3.

Task 3 (LO 2: 2.1, 2.2 and M1, M2, M3, D1, D2)
Your presentation used in the department meetings has highlighted the need for improving staff and
customer communications. You are asked to put together a self-evaluation checklist that identifies
different communications methods, including appearance and body language so that staff can identify
their own development needs. You decide to use a text table that will identify the advantages of good
communication and impacts if they are poor, you also add some questions for staff to answer, as you
feel these will help to inform their training and development needs.

a) Produce a text table to identify different communication types, the quality criteria for each type
(for example writes legibly, or speaks clearly) and the benefit of using these effectively;
remember to include technology tools (EPOS, touch screen systems pagers, message boards).
(AC2.1)

b) Devise a self-assessment questionnaire to be used by staff during training to establish how

customer perception is influenced by the way that staff put the customer in a central role,
anticipate and respond to their needs, recognising the need for repeat business. (AC 2.2)

For M1, additional research was completed to address task 3.

For M2, the selection and use of methods for task 3 were appropriate and justified and employed
appropriate application of learning.

For M3, the language used throughout the responses to tasks employed appropriate technical
language. The documents produced in task 3 were appropriate for different audiences.

For D1, the tabulated text for task 3 was synthesised and justified.
*Please do not use this sample assignment in any qualification or centre approval application by your
centre.

For D2, inter-dependence is evident in the evidence submitted and recommendations for task 3.
Contingency arrangements were described in research reviews.

Evidence Evidence
Summary of evidence required by student
checklist presented

PowerPoint presentation slides and notes on the current Customer Service

Task 1
policy.
Customer feedback questionnaire for b)
Text table summarising research results for a), b) and c)
Task 2 Redrafted Customer Service policy for c)
Recommendations for d), e), f) and g)

Text table summarising different communication types for a)

Task 3
Staff self-assessment questionnaire for b)

Sources of information:
*Please do not use this sample assignment in any qualification or centre approval application by your
centre.

Achievement Summary

Pearson BTEC Level 5 HND

Qualification Diploma in Hospitality Assessor name
Management

Unit Number and Unit 3 Customer Service Student name

title

Criteria To achieve the criteria the evidence must show that the Achieved?
Reference student is able to: (tick)
LO 1
Discuss reasons for using customer service policies
1.1
Discuss the purpose of evaluating a customer service policy,
indicating how this can assist future staff training and
development
LO 2
Evaluate different communication methods and how these are
2.1 used to best effect
Analyse how customer perception is influenced by customer
2.2 service provision

Higher Grade achievements (where applicable)

Grade descriptor Achieved? Grade descriptor Achieved?

(tick) (tick)

M1: Identify and apply strategies D1: Use critical reflection to

to find appropriate solutions evaluate own work and
justify valid conclusions
D2: Take responsibility for
M2: Select / design and apply managing and organising
appropriate methods / techniques activities

D3: Demonstrate
M3: Present and communicate convergent/lateral/creative
appropriate findings thinking
*Please do not use this sample assignment in any qualification or centre approval application by your
centre.

Assignment Feedback

Formative Feedback: Assessor to Student

Action Plan

Summative feedback

Feedback: Student to Assessor

Assessor signature Date

Student signature Date