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PERFORMANCE CRITERIA

ELEMENT 4. Handle queries through telephone, fax machine, internet and email

5. Handle complaints, evaluation and recommendations

Italicized items are elaborated in the Range of Variables

4.1

Use telephone, computer, fax machine, internet efficiently to determine customer requirements

4.2

Queries/ information are recorded in line with enterprise procedure

4.3

Queries are acted upon promptly and correctly in line with enterprise procedure

5.1

Guests are greeted with a smile and eye-to-eye contact

5.2

Responsibility for resolving the complaint is taken within limit of responsibility

5.3

Nature and details of complaint are established and agreed with the customer

5.4

Appropriate action is taken to resolve the complaint to the customers satisfaction wherever possible

__________________________________________________________________________________________________ _ TR - FOOD AND BEVERAGE SERVICES NC II Promulgated March 2005

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TR F and B SERVICES NC II  

FOOD AND BEVERAGE SERVICES NC II TOURISM SECTOR (HOTEL AND RESTAURANT) TECHNICAL EDUCATION AND SKILLS DEVELOPMENT AUTHORITY East Service Roa...

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