Purpose of unit Assessment Pack

This document is for the student and provides all the assessment tasks which need to be completed
to be deemed competent in this unit. The document also provides instructions and information to
assist the student to complete each assessment task. Students must respond to all questions and
submit the assessment to their Assessor.
Copyright
This document was developed by VET Resources © 2021.
No part of this resources may be reproduced in any form or by any means, electronic or mechanical
including photocopying or recording or by any information retrieval system without written
permission from VET Resources. Legal action may be taken against any person who infringes their
copyright through unauthorised copying.

SITXCCS015
Enhance customer service
experiences
Assessment Task 2- Unit Skills Test

Hilton Academy: Level 6, 250 Collins St, Melbourne, VIC. 3000, Australia.

Email: info@hilton.edu.au | Website: www.hilton.edu.au

WhatsApp: (+61) 431 110 358 | Wechat ID: Hilton Academy

RTO: 40735 |CRICOS: 03796A

 Assessment Pack (UAP) – Cover Sheet
Student and Trainer/Assessor Details
Student ID
Student name
Trainer/Assessor name

Course and Unit Details

Course code
Course name
Unit code SITXCCS007
Unit name Enhance customer service experiences

Assessment Submission Method

By hand to trainer/assessor By email to Online submission via Learning
trainer/assessor Management System (LMS)

By Australia Post to RTO Any other method

_________________________________________________
(Please mention here)

Student Declaration
• I certify that the work submitted for this assessment pack is my own. I have clearly referenced any
sources used in my submission. I understand that a false declaration is a form of malpractice.
• I have kept a copy of this assessment pack and all relevant notes, attachments, and reference material
that I used in the production of the assessment pack;
• For the purposes of assessment, I give the Trainer/Assessor of this assessment the permission to:
o Reproduce this assessment and provide a copy to another member of staff; and
o Take steps to authenticate the assessment, including communicating a copy of this assessment
to a checking service (which may retain a copy of the assessment on its database for future
plagiarism checking).

Student signature Date

Hilton Academy: Level 6, 250 Collins Street, Melbourne VIC 3000, Australia
Email: info@hilton.edu.au | Website: www.hilton.edu.au
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 Assessment Plan
To demonstrate competence in this unit, the student must be assessed as satisfactory in each of the following
assessment tasks.
Evidence recorded Evidence Type/ Method of assessment Sufficient evidence
recorded/Outcome
Unit Assessment Task 1 Unit Knowledge Test (UKT) S / NS (First Attempt)
S / NS (Second Attempt)
Unit Assessment Task 2 Unit Skills Test (UST) S / NS (First Attempt)
S / NS (Second Attempt)
Unit Assessment Task 3 Role Play S / NS (First Attempt)
S / NS (Second Attempt)
Final result C NYC Date assessed
Trainer/Assessor
Signature

Unit information pack

The student and Trainer/Assessor must read and understand all the information in the unit information pack
before completing the unit assessment pack.

Hilton Academy: Level 6, 250 Collins Street, Melbourne VIC 3000, Australia
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 UAT 2 – Unit Skills Test (UST)
Pre-assessment checklist
Purpose
The pre-assessment checklist helps students determine if they are ready for assessment. The Trainer/Assessor
must review the checklist with the student before the student attempts the assessment task. If any items of the
checklist are incomplete or not clear to the student, the Trainer/Assessor must provide relevant information to
the student to ensure they understand the requirements of the assessment task. The student must ensure they
are ready for the assessment task before undertaking it.

Information for students

• Please make sure you have completed the necessary prior learning before attempting this assessment.
• Please make sure your Trainer/Assessor has clearly explained the assessment process and tasks to be
completed.
• Please make sure you understand what evidence is required to be collected and how.
• Please make sure you know your rights and the complaints and appeal process.
• Please make sure you discuss any special needs or reasonable adjustments to be considered during the
assessment (refer to the Reasonable Adjustments Strategy Matrix and negotiate these with your
Trainer/Assessor).
• Please make sure that you have access to a computer and the internet (if you prefer to type the answers).
• Please ensure that you have all the required resources needed to complete this Unit Assessment Task
(UAT).
• Due date of this assessment task is according to your timetable.
• In exceptional (compelling and compassionate) circumstances, an extension to submit an assessment can
be granted by the Trainer/Assessor.
• Evidence of the compelling and compassionate circumstances must be provided together with your
request for an extension to submit your assessment work.
• Request for an extension to submit your assessment work must be made before the due date of this
assessment task.

Reasonable adjustments
• If a student requires a reasonable adjustment, then complete the reasonable adjustment form included in
the unit information pack.

Student declaration
• I confirm that the Trainer/Assessor has provided all the information related to the assessment task as
included in the information for student section and I am ready for the assessment.

Student signature Date

Hilton Academy: Level 6, 250 Collins Street, Melbourne VIC 3000, Australia
Email: info@hilton.edu.au | Website: www.hilton.edu.au
RTO: 40735 CRICOS: 03796A ABN: 24 111 139 578 Page 3 of 23
 Assessment task instructions

Assessment type:

 Unit Skills Test (UST)

Instructions provided to the student:

Assessment task description:

• This is the second (2) unit assessment task that student has to successfully complete to be deemed
competent in this unit of competency.
• This assessment task is comprised of a Unit Skills Test (UST).
• The student must attempt all criteria to the required level, e.g., Assessment criteria mentioned in the
performance checklist to be deemed satisfactory in this task.

Applicable conditions:

• All knowledge tests are untimed and are conducted as open book tests (this means student can refer to
textbooks during the test).
• The student must complete the task independently.
• No marks or grades are allocated for this assessment task. The outcome of the task will be Satisfactory or
Not Satisfactory.
• Trainer /Assessor must assess student’s practical skills, technique, and knowledge as he/she completes
this assessment task.
• The Trainer/Assessor may ask the student relevant questions on this assessment task to ensure that this is
his/her own work.

Resubmissions and reattempts:

• Where a student’s performance is deemed not satisfactory after the first attempt, a resubmission attempt
will be allowed. Assessor must note any such submissions.
• Student may speak to their Trainer/Assessor if the student has any difficulty in completing this task and
requires a reasonable adjustment (e.g., can be given as an oral assessment).
• For more information, please refer to the RTO Student Handbook.

Location:

• This assessment task may be completed in (tick the relevant box):

Learning Management System Classroom

Simulated learning environment Workplace
Other: ____________________________________

Purpose of the assessment:

• Purpose of this Unit Skills Test (UST)is to check skills and knowledge related to performance criteria and
performance evidence of the unit.

Hilton Academy: Level 6, 250 Collins Street, Melbourne VIC 3000, Australia
Email: info@hilton.edu.au | Website: www.hilton.edu.au
RTO: 40735 CRICOS: 03796A ABN: 24 111 139 578 Page 4 of 23
 General Instructions for attempting the Unit Skills Test (UST):

• Student must complete all the activities of this assessment task.

• Answers must demonstrate an understanding and application of relevant concepts, critical thinking, and
good writing skills.
• The student must complete all the provided templates (if any).

Hilton Academy: Level 6, 250 Collins Street, Melbourne VIC 3000, Australia
Email: info@hilton.edu.au | Website: www.hilton.edu.au
RTO: 40735 CRICOS: 03796A ABN: 24 111 139 578 Page 5 of 23
 Resources required to complete the assessment task:

• Computer
• Internet
• MS Word
• Printer or e-printer
• Adobe acrobat/reader
• Learning management system
• Computers and databases that manage customer profiles and promotional activities
• Organisational policies, procedures and templates relating to:
o Customer service standards
o Designated response times
o Presentation standards
o Procedures for dealing with customer complaints
o Customer surveys and feedback collection
o Recording and reporting customer feedback
• Internal and external customers with different service needs with whom the individual can interact. These
can be:
o Customers in an industry workplace during the assessment process; or
o Individuals who participate in role plays or simulated activities, set up for the purpose of
assessment, in a simulated industry environment operated within a training organisation.

Hilton Academy: Level 6, 250 Collins Street, Melbourne VIC 3000, Australia
Email: info@hilton.edu.au | Website: www.hilton.edu.au
RTO: 40735 CRICOS: 03796A ABN: 24 111 139 578 Page 6 of 23
 Scenario:

Feast of Flavours story

Feast of Flavours was begun when three school friends met for a drink, and the idea of opening a world-class
restaurant was conceived with a little help from a bottle of Pinot Noir. After three years and innumerable ups and
downs, Feast of Flavours was born.
Objective
A Feast of Flavours aims to create a culinary experience that gives people the most delicious dining experience
possible. At Feast of Flavours, customers will discover the world's flavours and various unique cultures. It is an
amalgamation of cuisines from around the globe under one roof with an ambience designed to complement the
culinary joy diners will feel. Feast of Flavours will delight patrons who enjoy exploring and experimenting with
flavours.
Menu options
The Feast of Flavours menu ranges from a variety of local cuisines to ones from across the globe, carefully chosen to
be a part of Breakfast, Lunch and Dinner. The restaurant ambience is beautifully crafted with soft lighting, artistic
decorations, and elegant design.
At Feast of Flavours, you can also find cocktails and beverages curated to give a unique experience with each slow
slip. A complete list of the menu options can be located at the Feast of Flavours simulated website.
Meetings & Events
Feast of Flavours is acknowledged as an industry leader delivering the best food and service to its customers. The
restaurant is also equipped to handle private or corporate events including team outings, birthday parties, or special
celebrations. Customers can choose from the below options to book for their upcoming event.
 Family Table – seats 10 guests
 Community Table – seats up to 15-20 guests
 Private Dining Room – seats up to 25-30 guests
The restaurant is determined to cater for any customer within 2 minutes of their arrival and serve delicious food and
drinks within 15 minutes of the order.
You will be assuming the role of a restaurant manager who has been employed at the Feast of Flavours Restaurant for
the last 6 months. You are responsible to work effectively and provide service to customers. It is your job to greet and
serve the customers. You are responsible to provide professional and personalised customer services experience by
meeting customer preferences, developing relationships with customers and taking the responsibility to resolve the
complaints as they arise.
You are required to understand the scenario and complete the provided activity.

Simulated Business Website

The assessment tasks below use a simulated business website named
Feast of Flavours. To access the website, you need to log in by using the
below-provided link:

http://feastofflavours.vetadvisorygroup.com/

Hilton Academy: Level 6, 250 Collins Street, Melbourne VIC 3000, Australia
Email: info@hilton.edu.au | Website: www.hilton.edu.au
RTO: 40735 CRICOS: 03796A ABN: 24 111 139 578 Page 7 of 23
 Step 1: Navigate to the website and click "Login".

Step 2: Enter the username and password provided by your trainer.

Your trainer will also provide you with the simulated business website
information document that will help you to navigate through the website.
You need to refer to the following policies and procedures to complete
the provided activities:
 Food safety program
 Complaints policy and procedure
 Customer service policy and procedure
 Conflict resolution policy and procedure

Hilton Academy: Level 6, 250 Collins Street, Melbourne VIC 3000, Australia
Email: info@hilton.edu.au | Website: www.hilton.edu.au
RTO: 40735 CRICOS: 03796A ABN: 24 111 139 578 Page 8 of 23
 Activity 1: Prepare to identify customer needs and requirements

Additional Assume that you are working as a restaurant manager in Feast of flavours restaurant
Scenario: cuisines such as Chinese, Indo-Chinese, Indian and Thai food. Your job is to ensure the
best customer service experience for your customers.
With the arrival of Spring, the customer flow has increased, making the restaurant
very busy. The restaurant is currently employing a Head Chef, two cooks and seven
waiters.
The restaurant has prepared policies and procedures to smoothly handle the day-to-
day operation:
Cash
Besides the manager, a designated cashier is allowed to access to the cash. Each cash
register operator has a unique access code to use during point of sale. Before starting
the shift, the cashier must count and sign for a cash drawer. Training must be given
for cashiers to make sure that they fully understand their responsibility, handle cash
with care and keep their password secret.
Behaviour
Clear limits are set on the behaviour that is allowed during working hours. Each
employee is trained on etiquette and the restaurant’s values prior to commencing
service to a customer.
Any staff member that is found to be working under the influence of drugs and
alcohol will be terminated effective immediately.
Appearance
All employees must take care to keep their uniforms clean and tidy. Employees will be
sent home to change or shower if they show up for work looking untidy. Employees
can exchange their uniform for a new one if theirs has been permanently stained or
damaged. Employees must take their personal hygiene and cleanliness very seriously.
Repeated offenses by an employee may lead to termination of employment.
Schedule
Each employee should be ready to perform job duties in uniform at their scheduled
start time. Any changes in the schedule must be approve in writing minimum 24 hours
in advance by the manager. Employees not adhering to the schedule will lose their
shift and may be terminated.
Compensation
If a customer experiences a minor customer issue/problem, the manager is authorised
to offer one free beverage either immediately or for the next visit.
If the issue is of a minor to moderate nature, the manager is authorised to offer a 10
percent discount voucher for next visit.
For a serious issue, manager can the offer a “free main meal for two people” gift
voucher for the next visit.
Your task In this activity, you will act as the manager of the feast of flavours restaurant. You are
required to identify the customer requirements in order to provide them personalised

Hilton Academy: Level 6, 250 Collins Street, Melbourne VIC 3000, Australia
Email: info@hilton.edu.au | Website: www.hilton.edu.au
RTO: 40735 CRICOS: 03796A ABN: 24 111 139 578 Page 9 of 23
 and professional customer experience to them in future when they visit again. For
that, you are required to create a questionnaire to gather their feedback and act on it.
In this activity, you are required to prepare two (2) survey questionnaires
1. For external customers
2. For internal customers
The questionnaire for customers will help in the identification of customers’
preferences, needs and expectations. Based on these questionnaires, you can provide
better professional and personalised customer service experiences going forward.
In this task, you are required to read the restaurant’s policies and procedures (given
above and refer to the simulated website of the feast of flavours) before preparing
the questions.
In this task, you are required to do the following tasks
 Read the organisational policies and procedures relevant to the job role
 Prepare two different questionnaires’ to identify the needs, requirements and
expectations of the customers
 Submit the prepared questionnaires to the instructor in Excel file
You will be Complete the following Template for Survey and submit it to your Trainer/ Assessor.
required to
complete and/or
attach.

Template for Survey:

For external customers

Date:
Depending on the type of question. Please respond to the questions in
 Yes/no or
 Rate your level of agreement to every question on scale of 1 to 4 (1 being Disagree, 2 being Somewhat
Disagree, 3 being Somewhat Agree, and 4 being Totally Agree)
Provide your answer in the empty space provided.

No Questions Answer Rating

No. Questions XXXX

1 Did you find the variety of cuisines offered at Feast of Flavours satisfactory? XXXX
2 Please rate your satisfaction with the quality of food served at Feast of Flavours:

3 Were you satisfied with the ambience and decor of the restaurant?

4 How would you rate the promptness of service at Feast of Flavours?

Hilton Academy: Level 6, 250 Collins Street, Melbourne VIC 3000, Australia
Email: info@hilton.edu.au | Website: www.hilton.edu.au
RTO: 40735 CRICOS: 03796A ABN: 24 111 139 578 Page 10 of 23
 5 Did the staff meet your expectations in terms of professionalism and
friendliness?

6 Would you recommend Feast of Flavours to your friends and family?

7 How likely are you to revisit Feast of Flavours in the future?

8 Do you have any additional comments or suggestions for improving your dining
experience at Feast of Flavours?

9 Were the portion sizes of the dishes adequate for your appetite?

10 How would you rate the value for money at Feast of Flavours?

11 Did you find the menu descriptions clear and informative?

12 Were there enough vegetarian/vegan options available for your preferences?

13 How would you rate the presentation of the dishes served?

14 Were any dietary restrictions or allergies accommodated effectively?

15 Did you find the noise level in the restaurant conducive to a pleasant dining
experience?

How could we serve you better in future?

Comments / Feedback:

Template for Survey:

For internal customers

Date:
Please respond to the questions in
 Yes/no or
 Rate your level of agreement to every question on a scale of 1 to 4 (1 being Disagree, 2 being
Somewhat disagreed, 3 Somewhat agreeing, and 4 being Totally agreed)

No Questions Answer

Do you feel
adequately
trained to
perform
your job
duties

Hilton Academy: Level 6, 250 Collins Street, Melbourne VIC 3000, Australia
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 effectively?

2 Are you satisfied with the communication channels within the restaurant?

3 Do you feel supported by management in handling customer issues or complaints?

4 Are you satisfied with the cleanliness and maintenance of the restaurant premises?

5 Do you believe the policies regarding behavior and appearance are fair and
effectively enforced?

6 Do you feel there is adequate staffing to handle workload during busy periods?

7 How would you rate the level of teamwork among colleagues?

8 Are there clear guidelines for job responsibilities and expectations?

9 Do you receive constructive feedback to help improve your performance?

10 Are there opportunities for professional growth and advancement within the
company?

11 How satisfied are you with the recognition and rewards system in place?

12 Are there adequate breaks and rest periods during shifts?

13 How effective are the training programs provided by the company?

14 Do you feel valued and respected as an employee of the company?

15 How well does the company address and resolve employee concerns or grievances?

How could we serve you better in future?

Comments / Feedback:

Performance criteria checklist for unit assessment task:

Trainer/ Assessor to complete

Does the candidate meet the following criteria Yes No Trainer/Assessor Comments

1. 2. Planned the task by referring to organisational

policies and procedures:
2.1. Accessed the organisational policies and
procedures
2.2. Read and understood the policies and
procedures applicable to the job role
3. 4. Developed questionnaire with clear understanding
of the purpose for its generation

Hilton Academy: Level 6, 250 Collins Street, Melbourne VIC 3000, Australia
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RTO: 40735 CRICOS: 03796A ABN: 24 111 139 578 Page 12 of 23
 4.1. To identify customer needs and
requirements
4.2. To promoted professional and personalised
customer experience
4.3. To identify the areas of improvement
5. 6. Developed the questionnaire for external
customers
6.1. The questions were relevant to the external
customers
6.2. The questions had appropriate scope
6.2.1. The questions were both closed
and rating type
6.2.2. The questions clearly capture
the customer experience and
requirements
6.2.3. The question was analytical
rather than descriptive
7. 8. Developed the questionnaire for internal customers
8.1. The questions in the survey were relevant
to the internal customers
8.2. The questions had appropriate scope
8.2.1. The questions were both closed
and rating type
8.2.2. The questions clearly capture
the customer experience and
requirements
9. 10. Appearance of the survey
10.1. Used technology for developing the survey
or questionnaire
10.2. Format of the survey was clear
10.3. The colour combination was suitable for
professional use
11. 12. Created the questionnaire for professional use.
12.1. Used correct terminology in the survey
12.2. Followed appropriate vocabulary and
grammatical structure while framing the
questions
13. 14. Completed the task as per the instructions and
submitted the questionnaire to the supervisor
15. 16. Completed the activity in the provided timeframe

Activity 2: Prepare and maintain customer profiles

Hilton Academy: Level 6, 250 Collins Street, Melbourne VIC 3000, Australia
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 Your task. In this activity, you are required to prepare a customer profile database to store
information about your customers. The database will help you in the identification of
special customers, including but not limited to
 Frequent customers
 Special customers who possess special customer cards
 Customers were visiting your restaurants on their special occasions such as
birthdays or wedding anniversaries.
Based on this information, you can provide special services to the client, including
 Giving a 10% discount to special customer cardholders when they spend more
than $35 in the restaurant.
 Organising free birthday or anniversary cake
In this task, you are required to do the following:
 Prepare a customer profile database to capture customer information that can
be used in the future to provide tailored products and services.
 Save the information of the clients in MS Excel File
 Include the following information about the clients in the database:
1. Customer Information, including
• Customer Id
• Customer name
• Date of birth
• Special service needs
• Additional comments by client
2. Most recent customer transaction
• Customer Id (taken from customer info table)
• Transaction date
• Items ordered
• Billed amount
• Discount provided
• Net bill amount
You will be Your Trainer will observe you during the activity and complete the following
required to performance checklist.
complete.

Customer information

ID Name DOB Special service Additional comments

needs

John Smith 1990-05-15 Birthday cake Likes spicy food

2 Emily 1985-08-20 Anniversary cake Prefers vegetarian options

Johnson

3 David Lee 1978-12-10 Special customer Allergic to nuts

card

Hilton Academy: Level 6, 250 Collins Street, Melbourne VIC 3000, Australia
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RTO: 40735 CRICOS: 03796A ABN: 24 111 139 578 Page 14 of 23
 4 Sarah Brown 1992-03-25 None Regular customer

5 Michael 1983-11-08 Special customer Enjoys desserts

Chen card

Recent transaction details

Customer Transaction Items Billed amount Discount provided Net bill

id date ordered

1 2024-04-28 Chicken $40 $4 (10%) $36

Curry, Naan,
Coke

2 2024-04-27 Vegetable $35 $0 $35

Biryani, Raita,
Water

3 2024-04-26 Paneer Tikka, $45 $4.50 (10%) $40.50

Roti, Lassi

4 2024-04-25 Tandoori $30 $0 $30

Chicken,
Butter Naan

5 2024-04-24 Mango Lassi, $15 $0 $15

Samosa

Performance criteria checklist for unit assessment task:

Trainer/ Assessor to complete

Does the candidate meet the following criteria Yes No Trainer/Assessor Comments

1. 2. Prepare customer profile in the database to

capture client information, including but not
limited to
2.1. Customer Id
2.2. Customer name
2.3. Date of birth
2.4. Special service needs
2.5. Additional comments by client
3. 4. Developed and maintained client profile with an
intent to
4.1. Record client information
4.2. Identify client requirements and provide
tailored experience
4.3. Categorise client into different
categories including but not limited to
4.3.1. Frequent customers

Hilton Academy: Level 6, 250 Collins Street, Melbourne VIC 3000, Australia
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RTO: 40735 CRICOS: 03796A ABN: 24 111 139 578 Page 15 of 23
 4.3.2. Special customer card
holders
4.3.3. Customers visiting to
restaurant on their special
occasions
5. 6. Maintained the records of financial transactions
within the restaurant
6.1. The recent transaction contained
information, including but not limited to
 Customer Id (taken from
customer info table)
 Transaction date
 Items ordered
 Billed amount
 Discount provided
 Net bill amount
6.2. The transaction records helped to
calculate bill totals, applicable discounts
and total after the application of
discount
7. 8. Appearance of the customer profile database
8.1. Used technology for creating the
customer profile in the database
8.2. The profile information was clear
8.3. The colour combination was suitable for
professional use
9. 10. Created the customer profile in the database for
professional use.
10.1. Entered correct information in the
profile information
10.2. Captured the special needs of the client
in the database to enhance the customer
experience in future
11. 12. Completed the task as per the instructions

13. 14. Completed the activity in the provided

timeframe

Hilton Academy: Level 6, 250 Collins Street, Melbourne VIC 3000, Australia
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 Activity 3: Identify areas of improvement and rectify them

Your task. In this activity, you will assume the role of the restaurant manager and approach two
customers and two employees in order to gain feedback and identify improvement areas
by asking them to fill in the survey created in Activity 1.
Roles and participants
Restaurant manager
In this task, you are required to act as a restaurant manager and get the survey filled
form four people (two external customers and two employees). Before the customer
begins the survey, you are required to ascertain the relevant customer profile
information to enter into your new customer profile database. These two customers will
become members four and five in your database, and during the survey, one customer
will have an issue/complaint relating to delays in service.
After verbally confirming the customer profile information and having staff and
customers fill in each appropriate survey, you will need to analyse, review and evaluate
the surveys. Upon completing this, you need to discuss and clarify any issues and/or
complaints with the customer in private, understand and empathise with the situation
and offer reasonable/appropriate compensation for the service/product difficulty they
experienced.
Four customers
For this role-play exercise, you will pair up with four other students, assigning designated
roles to each person.
Script:
You will provide all four students with the survey. Two of them will get the internal
customer survey, while the other two will get the external customer survey. Each student
will complete the survey and give it back to you.
At the conclusion of the scenario, each student will switch with the other students to
ensure everyone experiences the manager’s role. If there are insufficient students, the
trainer will assume multiple roles for the scenario, rotating roles at the conclusion of
each exercise. If the student is required to participate in multiple roles for the exercise,
they will switch after each round of the role-play scenario.
You are required to perform the following tasks:
 Request two customers to provide a customer survey and customer profile
information. Enter these two entries in the template created in above task (Part
A and B)
 Distribute the survey to two employees of the restaurant
 Collect back the filled survey
 Analyse, review and evaluate the input of both internal and external customers
 Come up with four areas of improvement to ensure customer satisfaction and
turn the complaints into opportunities.
 Finally, meet with the customer who filled in the survey and had a customer
complaint about their product/service
 During this meeting you need to demonstrate understanding and offer
reasonable compensation in line with organisation policies and procedures.
 Complete the below-provided template to enter the areas of improvement

Hilton Academy: Level 6, 250 Collins Street, Melbourne VIC 3000, Australia
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RTO: 40735 CRICOS: 03796A ABN: 24 111 139 578 Page 17 of 23
 identified.
You will be You are required to complete this task as per above requirements.
required to
complete. Your trainer will observe your performance and complete the following performance
criteria checklist.

Template for external customers:

No Area of Improvement Action taken to improve

1 Promptness of Service Streamlined process to minimize wait times

2 Menu Clarity Reviewing and updating menu descriptions

3 Vegetarian Options Introducing new vegetarian dishes

4 Special Occasion Recognition Training staff for personalized service

5 Ambience Renovating restaurant interior for a more

inviting atmosphere

6 Feedback Mechanism Implementing suggestion boxes and online

feedback form

Template for internal customers (employees):

No Area of Improvement Action taken to improve

1 Communication Channels Conducting regular team meetings and

utilizing communication tools

2 Training Programs Enhancing training sessions and providing

ongoing support

3 Recognition and Rewards Implementing an employee recognition

program with incentives

4 Feedback Mechanism Establishing structured feedback sessions

and suggestion boxes

5 Equipment Availability Ensuring all necessary equipment is readily

available

6 Work-Life Balance Introducing policies to promote a healthy

work-life balance

Performance criteria checklist for unit assessment task:

Trainer/ Assessor to complete

Hilton Academy: Level 6, 250 Collins Street, Melbourne VIC 3000, Australia
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RTO: 40735 CRICOS: 03796A ABN: 24 111 139 578 Page 18 of 23
 Does the candidate meet the following criteria Yes No Trainer/Assessor Comments

1. Selecting participants to conduct survey.

1.1. Selected four participants for the
survey correctly, including
i. Two internal customers
ii. Two external customers
1.2. Approached the customers in
professional manner to request for
filling the survey
1.3. Respected the choice of the
customers to fill or not fill the survey
1.4. Conducted survey with four
customers
1.5. Demonstrate appropriate body
language when dealing with
customers with an empathetic and
understanding attitude.
2. Assisting customers about filling the survey
2.1. Informed the customers about the
purpose of survey
2.2. Gave them information about how
to fill the survey
2.3. Assisted them while filling the survey
3. Demonstrated appropriate communication
skills when interacting with the customers,
including but not limited to
3.1. Used active listening skills to
understand the participants’ point of
view
3.2. Used respectful verbal and non-
verbal expressions
3.3. Tone of voice was clear and easy to
understand
3.4. Paid attention to all participants
3.5. Allowed others to ask questions
3.6. Presented information in a simple
manner
3.7. Respected and motivated all the staff
to participate in the discussion
4. Collected the survey back from the
customers
 To review and analyse the survey
 To identify the gaps in the services
provided
 To identify the preferences of
customers to provide them better

Hilton Academy: Level 6, 250 Collins Street, Melbourne VIC 3000, Australia
Email: info@hilton.edu.au | Website: www.hilton.edu.au
RTO: 40735 CRICOS: 03796A ABN: 24 111 139 578 Page 19 of 23
 services in future
4.1. Thanked the customer for taking out
time to fill the survey
5. Identified areas of improvement that can
turn complaints into opportunities
5.1. To demonstrate high quality
customer service in future
5.2. To provide professional and
personalised customer experience in
future
6. Addressed customer issue/complaint
6.1. Offered appropriate compensation in
line with organisation policy
6.2. Apologised to the customer for the
inconvenience
7. Completed the task as per the instructions
8. Completed the activity in the provided
timeframe

Hilton Academy: Level 6, 250 Collins Street, Melbourne VIC 3000, Australia
Email: info@hilton.edu.au | Website: www.hilton.edu.au
RTO: 40735 CRICOS: 03796A ABN: 24 111 139 578 Page 20 of 23
 Unit Assessment Result Sheet (UARS)
Outcome of Unit First attempt:
Assessment Task (UAT)

Outcome (please make sure to tick the correct checkbox):

Satisfactory (S) or Not Satisfactory (NS)

Date: _______(day)/ _______(month)/ ____________(year)

Second attempt:

Outcome (please make sure to tick the correct checkbox):

Satisfactory (S) or Not Satisfactory (NS)

Date: _______(day)/ _______(month)/ ____________(year)

Feedback to Student First attempt:

Second attempt:

Student Declaration  I declare that the answers I have provided are my own work. Where I
have accessed information from other sources, I have provided
references and or links to my sources.
 I have kept a copy of all relevant notes and reference material that I used
as part of my submission.
 I have provided references for all sources where the information is not
my own. I understand the consequences of falsifying documentation and
plagiarism. I understand how the assessment is structured. I accept that
all work I submit must be verifiable as my own.
 I understand that if I disagree with the assessment outcome, I can appeal
the assessment process, and either re-submit additional evidence
undertake gap training and or have my submission re-assessed.

Hilton Academy: Level 6, 250 Collins Street, Melbourne VIC 3000, Australia
Email: info@hilton.edu.au | Website: www.hilton.edu.au
RTO: 40735 CRICOS: 03796A ABN: 24 111 139 578 Page 21 of 23
  All appeal options have been explained to me.
Student Signature
Date
Trainer/Assessor Name
Trainer/Assessor I hold:
Declaration
 Vocational competencies at least to the level being delivered
 Current relevant industry skills

 Current knowledge and skills in VET, and undertake

 Ongoing professional development in VET
I declare that I have conducted an assessment of this candidate’s submission. The
assessment tasks were deemed current, sufficient, valid, and reliable. I declare
that I have conducted a fair, valid, reliable, and flexible assessment. I have
provided feedback to the above-named candidate.
Trainer/Assessor
Signature
Date
Office Use Only Outcome of Assessment has been entered onto the Student Management System
on _________________ (insert date)
by (insert Name) __________________________________

Hilton Academy: Level 6, 250 Collins Street, Melbourne VIC 3000, Australia
Email: info@hilton.edu.au | Website: www.hilton.edu.au
RTO: 40735 CRICOS: 03796A ABN: 24 111 139 578 Page 22 of 23