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Customer Service
Unit one: Understanding the organisation (H/503/0322)
Unit 1 Assessment
Assessment
You should use this file to complete your Assessment
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vision2learn
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Please note that this Assessment document has 17 pages and is made up of 5 parts
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I last worked as a hotel receptionist, so I would like to base my answers on the commercial
organisation of Leonard Hotel
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)
This hotel is a touristic organisation that provides hospitality service for both business and leisure
travellers
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It is located in the zone 1 of London, within five minutes’ walk
from the underground station
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1 Describe the products and services of commercial, public
and third sector organisations

Question 1 Page 2

1
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3 Outline the role played by the customer service occupation
within the organisation and industry

Question 3 Page 3

1
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5 Identify factors that can affect the reputation of the
organisation

Question 5 Page 4

© Creating Careers Ltd, 2015
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Customer Service
Unit one: Understanding the organisation (H/503/0322)

1
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[1
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Organisation type

Name of organisation

Description of products and services

Commercial
organisation

Sainsbury’s

Commercial
organisation

London Dental Centre

Commercial
organisation

Travelodge

Public
organisation

North Middlesex
University Hospital

Public
organisation

Transport for London

They sell food, non-food products such
as clothes and general merchandise,
they offer home delivery, financial
services(loans, insurances) and other
services as well
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They focus on customer satisfaction,
efficiency, speed and quality of service
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This practice contains fully equipped
dental surgeries, modern X-Ray
imaging, anxiety management and
sedation facilities, interes-free loan to
pay for their dental services
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They are a chain of hotels around the
world that provide budget service at
lower rates
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V, phone, air
conditioner, breakfast area, in-room tea
and coffee facilities, swimming pool etc
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It includes
a maternity unit, ten operating theaters,
outpatient clinics, cancer diagnosis and
treatment services, patients wellbeing
and many other specialist services
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The
services they offer include road routes
for London underground, London
overground, trams, buses, taxis, river

© Creating Careers Ltd, 2015
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2

Customer Service
Unit one: Understanding the organisation (H/503/0322)
services etc
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These
include: waste collection and waste
disposal, social services, roads,
recycling, housing, libraries, leisure and
recreation etc
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Their houses are available for
both for rent and shared ownership
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It is a research and awareness charity
that funds medical staff and researchers
to diagnose, identify the causes, prevent
and cure cancer
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They
also provide information and awareness
through their medical journal
publications
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They accept
any kind of animal regardless their
breed
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They
rely on the support from the public
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Complete the table below by describing the differences in customer service between
commercial, public and third sector organisations
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All rights reserved
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[1
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The aim of commercial sector organisations
is to achieve longevity in the market, and, therefore, they place more
emphasis on customer satisfaction, on understanding customer
behaviour and on training their staff
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Customer feedback is very important
so that they can deliver the best products and services that fit the
most demanded needs
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Public sector organisations work to customer service charters in
order to improve the quality of their services and the satisfaction of
the customers
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In this sector customer satisfaction is often determined
through surveys
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These services
are mainly funded through taxes and fees, which are used
efficiently for the benefit of the people
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They rely mainly on fundraising and charity
donations in order to provide their services to those in need
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Although they rely on volunteers to fulfil their goals, the focus is not
always on the customer service these offer
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3
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Within the organisation:
Customer service plays a crucial role, because as the first point of contact of the hotel,
me, a hotel receptionist, I am responsible for creating the first and the last impression,
as well
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The way I receive every guest/customer, the way I assist and interact with them
© Creating Careers Ltd, 2015
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4

Customer Service
Unit one: Understanding the organisation (H/503/0322)
through their stay and how I handle complaints are all important in order to create and
maintain a positive image for the organisation
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In the industry as a whole
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3]
Touristic accommodation businesses are very competitive and that’s why customer service
has a huge impact on the reputation of each organisation from this industry
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4
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4]
My organisation( a hotel) has many competitors such as:
-hotels from the same area, that request a competitive price and offer competitive
services
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Examples could be larger chain hotels such as DoubleTree by Hilton Hotel, Raddisson
Blue Hotel, The Cumberland Hotel and other boutique hotels around the area that offer
same quality services at competitive prices
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Identify at least two factors that could affect the reputation of your current organisation
(or one that you are familiar with)
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5]
-poor customer service, lack of staff training, poor handling of complaints, negative customer
feedback, unethical staff behaviour, inefficient hotel management
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Now that you have completed part 1 of your Assessment, remember to save the work you
have done so far – you will need to send your work to your tutor for marking once you have
completed all 5 parts of this Assessment
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All rights reserved
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1 State employer and employee rights and responsibilities
under employment law and the importance of having these

Question 1 Page 5

2
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3 Describe the organisation’s procedures for health and
safety and documentation used

Question 3 Page 6

2
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5 Identify other key legislation relating to industry and
organisation
2
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Use the table below to give details of employer and employee rights and responsibilities
under employment law and the importance of having these (consider the importance to
the organisation, employees and customers, where relevant)
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[2
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Employer

This is important in order to avoid
discrimination, so each employee can feel
respected and valued for how they are,
regardless their age, gender, sexual
orientation etc
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The employer is responsible to provide a
safe working environment and to take all
the precautions necessary to avoid any
risk
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The employer
also has to carry out risk assessments
meant to avoid accidents from occurring
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Equality and diversity rights
Pension rights

2
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All rights reserved
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Employee
Equality and diversity rights
Childcare rights

2
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He also has the right to: carry
on working until at least 65
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The employees have to inform the
employer of any faulty machines
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P
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The employee has to report discrimination
to relevant members of staff, be respectful
at all times, follow organisation’s policies
and procedures
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Give details of employer and employee rights and responsibilities under the Health and
Safety at Work Act
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[2
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Has the right to receive reports about faulty machines, injuries and
incidents
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He has to make sure the workplace environment is safe, there are safe
equipment and machines up to standards and he has to provide
employees with all the necessary trainings
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Has the right to receive
training and safety equipment
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3
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[2
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The organisation trains it’s staff regularly on how to use certain equipment
and how to act in case of fire, hazardous emergencies and other accidents that may occur
on the premises
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Many other policies have been implemented to support a safe
© Creating Careers Ltd, 2015
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Customer Service
Unit one: Understanding the organisation (H/503/0322)
working place: manual handling policy, P
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E policy, contractors and visitors policy, clean
and safe premises etc
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These documents should be annotated to highlight the relevant
sections
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Outline how the Disability Discrimination Act relates to employment
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4]
It is against the law to discriminate disabled people in the workplace
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5
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[2
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6
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Your answer should include details of any
monitoring that takes place and documentation used to support this monitoring
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6]
Procedure

Employment equality

Sex discrimination

Disability discrimination

How is it monitored?

Human resources and
management
periodically conduct
diversity reviews
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© Creating Careers Ltd, 2015
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8

Customer Service
Unit one: Understanding the organisation (H/503/0322)
Part 3 – Career pathways within customer service
This part will help you to evidence Learning Outcome 3: Understand career pathways within
customer service
Learning objective

Place in Assessment

3
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2 Identify sources of information and advice available on the
customer service industry, occupations and career
progression
3
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4 Identify the procedure for accessing formal learning
programmes and the procedure for challenging refusal if
available
3
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Describe at least two different types of career pathways that may be available within a
customer service role
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[3
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While working in a duty free store I noticed that new employees first work as promoters,
engaging customers and sharing their knowledge with them
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As they progress as sales assistants
they become more confident and start to create relationships with the customers
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They have to use selling techniques in order to push the sale, ask open-ended
questions and help the customer make the best choice and for all this customer service is
crucial
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When
getting to this level, the employee gains more responsibilities and assist the manager who
does the budget, organises the team and the workplaces
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In order to become a hotel manager, the first step is to get into the hospitality industry and
work as a hotel receptionist
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A receptionist is trained on how to interact with the guests, how to
solve complaints, handle requests, give advice, has to learn the hotel software, answer
emails and phones and maintain a strong relationship with all the hotel’s departments
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All rights reserved
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2
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[3
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Occupation

Career progression

The organisation’s intranet, Organisation’s handbook,
approach line managers, HR manager
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In your current organisation (or one that you are familiar with), what methods of
learning are available to help with career progression? [3
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Later, after
gaining more skills, I got employed as a sales assistant I received in store training and also
web-based trainings, study materials and I attended regular team meetings
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After learning more about my options and opportunities from my manager, she
enrolled me in an online Costume Jewellery Course and later, after I’ve passed both the
written and the oral assessment supervised by my manager, I became a Costume
Jewellery Specialist
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4
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4]
In order to access formal learning programmes the employee considers the organisations
procedures related to this matter
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This happens often as the employer is interested to have qualified staff that
is more skilled to increase sales and the reputation of the hotel
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He evaluates the employees potential and offer him suggestions and
alternatives
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© Creating Careers Ltd, 2015
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Customer Service
Unit one: Understanding the organisation (H/503/0322)

5
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[3
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This situations help you learn more and faster about the
company, about it’s procedures and products, you learn to understand the customer, his
needs, you become more emphatic, customer oriented, you respond more efficiently to
future situation, you are more experienced in solving problems, complaints and difficult
customers
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© Creating Careers Ltd, 2015
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11

Customer Service
Unit one: Understanding the organisation (H/503/0322)

Now that you have completed part 3 of your Assessment, remember to save the work you
have done so far – you will need to send your work to your tutor for marking once you have
completed all 5 parts of this Assessment
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1 Identify sources of information and advice on
employment rights and responsibilities

Question 1 Page 12

4
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3 Detail the main roles and responsibilities of each
representative body and their relevance to the industry

Question 2 Page 12

4
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Identify a range of sources where a person can find information and advice on
employment rights and responsibilities
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[4
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All rights reserved
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Complete the table below, identifying the representative bodies related to your chosen
organisation / industry
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[4
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3]
Representative body
The British Hospitality
Association

Institute of Hospitality

British Institute of
Innkeeping

Roles and responsibilities Relevance
Promotes the interest of
many hospitality
organisations including
hotels
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They offer strategic
support, advice and
trainings meant to improve
the image of the hotel
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They help improve and
promote the hospitality
industry and offer education
support for the managers
and the aspiring managers
of this field
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Provides education through
courses, advice, help raise
standards of service
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All rights reserved
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For a customer service role in your current organisation (or one that you are familiar
with), use the table below to provide details of the support that is available in relation to the
following issues:
a) Equality
b) Health and safety
c) Career progression [4
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In what involves the staff, they are
employed based on their skills, education and passion for this
field
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The Hotel’s policy appears on its website, but can also be found
in the hotel’s handbook
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Information about career progression in the hospitality industry
can be found on the internet, but the hotel manager is more than
happy to give advice and instruct employees who are willing to
progress
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© Creating Careers Ltd, 2015
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Customer Service
Unit one: Understanding the organisation (H/503/0322)
Now that you have completed part 4 of your Assessment, remember to save the work you
have done so far – you will need to send your work to your tutor for marking once you have
completed all 5 parts of this Assessment
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Learning objective

Place in Assessment

5
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2 Explain how the organisation’s principles are
disseminated to employees

Question 2 Page 16

5
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4 Explain how employees are consulted on changes to
the principles, procedures and policies within the
organisation
5
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Use the table below to describe the main principles, policies and procedures of your
chosen organisation
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[5
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Hotel’s website
http://www
...
com/
Customer Service Code of
Practice

Policies

Non-smoking policy-guests,
employees and visitors are not
allowed to smoke in the premises of
the hotel
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Hotel’s website
http://www
...
com/

© Creating Careers Ltd, 2015
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Customer Service
Unit one: Understanding the organisation (H/503/0322)
Access for all policy-disabled guests
are welcomed and they should inform
the hotel on how it can accommodate
them
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Procedures

All interactions with the guests,
reservations, check-in and check-out
procedures must be dealt with
friendliness, warm approach and
desire to offer support
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Guests that wish to provide feedback
could do so by approaching any
employee, by sending an email to the
hotel or by writing their experience in
the Visitors Book found at the
reception
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2
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[5
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The manager also
provides reading material to the new recruits, so they can be aware from the start of the
hotel’s principles
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Outline the policies and codes of practice that are adopted by the organisation
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3]
At Leonard Hotel policies and codes of practices are made aware to employees through
regular group meetings and hotel manager discussions
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Health and safety instructions are also visible in any area of concern and terms and
conditions are available both in the reception and on the hotel’s website
http://www
...
com
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All rights reserved
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Staff should never disclose to unauthorised persons private information about the
customers
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The prices of rooms and services should be clearly visible, as well as all the terms and
conditions related to the services we provide, including compensations and refunds
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Explain how employees are involved with and consulted on changes to the principles,
procedures and policies within the organisation
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4]
At Leonard hotel employees are consulted on changes to the principles, procedures and
policies through small group meetings because employees work shifts and cannot gather
all at once
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5
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[5
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All rights reserved
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In
the staff areas there are printings displayed
which remind the staff on the best ways to
perform their jobs, emphasizing the
customer service policies
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Leonard Hotel implemented a hotel fidelity
policy scheme
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The company
often creates value-add packages and
offers tours and support to tourists and
businessmen
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Customer Service
Unit one: Understanding the organisation (H/503/0322)
Once you have completed all 5 parts of this Assessment, go to www
...
com and
send your work to your tutor for marking
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Good luck!

© Creating Careers Ltd, 2015
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