Task SummaryWrite a report to support the contents of the Customer Service Handbook and devise a CustomerService Handbook. To complete this task successfully, you must draw on knowledge from all unitmodules to create a service management structure that is both practical and accessible to serviceusers.Context:Customer Service Employee Handbooks are an important tool used by Hospitality firms to give theiremployees a guideline of how services should be delivered, thus, allowing the company to provideexceptional service and be successful. This tool is the cornerstone of customer service training, and itcontains 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 qualityand 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 marketshare.In teams you will create part A: a visual service design proposal that addresses the entire servicespectrum from concept to relationship management with guests and employees. Part B: a reportjustifying 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 skillsincluding group decision making, conflict resolution and interpersonal communication.• Second, communication (written and visual) is an important skill in any profession, and thisis an opportunity for you to apply a variety of communication strategies.• Finally, the assessment provides you with an opportunity to action Service Design andManagement theories learned in class and practically apply these theories in a hospitalityindustry context. To review and suggest a service design management plan for yourAssessment 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 theCustomer Service Employee Handbook for current and new employees.2. Use the information you have obtained and analysed for Assessment 1 to identify thecharacteristics 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 yourCustomer Service Employee Handbook design.3. Design a Customer Service Employee Handbook applying theories and knowledge acquiredduring your SDM404 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.
