ASSESMENT (2) MJP

Training for Knowledge & Livelihood (TKL college)
ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M
Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602
Email: Info@tkl.edu.au www.tkl.edu.au
Assessment cover sheet

Student Must Fill this Section
Unit Code / Title SITXCCS010 Provide visitor information
Qualification Code /
SIT50422 DIPLOMA OF HOSPITALITY MANAGEMENT
Title:
Due Date :
November 3, 2024
Student Name: MIKE JEROME PASCUAL

Student ID: Term: Year:
S221793
4TH TERM 2024
Privacy Release “I give my permission for my assessment material to be used in the
Clause: auditing, assessment validation & moderation Process”.
“I declare that:
 The material I have submitted is my own work;
Authenticity
 I have given references for all sources of information that are
Declaration:
not my own, including the words, ideas and images of
others”.
Student Signature: MJP Date: 10-22-2024
Assessment Outcome
Assessor Name
Not Yet Assessor

Attempt and Tasks Satisfactory Date
Satisfactory Signature
Initial attempt  
Re- attempt/Re-
assessment  
Assessment Task 1  
Assessment Task 2  
SITXCCS010 Student Assessment Tasks v1.1

Assessor Feedback to Students
Assessment Outcome: Competent Not yet Competent
Assessor Name:
Assessor Signature:

Information for Student:

 This assessment is to be completed according to the instructions given below in this document.
 Should you not answer the tasks correctly, you will be given feedback on the results and gaps in
knowledge. You will be entitled to one (1) resubmit in showing your competence with this unit.
 If you are not sure about any aspect of this assessment, please ask for clarification from your
assessor.
 Please refer to the College re-submission and re-sit policy for more information.
 If you have questions and other concerns that may affect your performance in the Assessment,
please inform the assessor immediately.
 This is an Open book assessment which you will do in your own time but complete in the time
designated by your assessor. Remember, that it must be your own work and if you use other
sources then you must reference these appropriately.
 This is Individual Assessments. Once you have completed the assessment, please upload the
softcopy of the Assessment into TKL Moodle.

Re-assessment of Result & Academic Appeal procedures:
If a student is not happy with his/ her results, that student may appeal against their grade via a written
letter, clearly stating the grounds of appeal to the Chief Executive Officer. This should be submitted after
completion of the subject and within fourteen days of commencement of the new term.
Re-assessment Process:
 An appeal in writing is made to the Academic Manager providing reasons for re-assessment
/appeal.
 Academic Manager will delegate another member to review the assessment.
 The student will be advised of the review result done by another assessor.
 If the student is still not satisfied and further challenges the decision, then a review panel is
formed comprising the lecturer/trainer in charge and the Academic Manager or if need be an
external assessor.
 The Institute will advise the student within 14 days from the submission date of the appeal. The
decision of the panel will be deemed to be final.
 If the student is still not satisfied with the result, he / she has the right to seek independent
advice or follow external mediation option with nominated mediation agency.
 Any student who fails a compulsory subject or appeals unsuccessfully will be required to re-
enrol in that subject.
The cost of reassessment will be borne by the Institute. The external assessor will base his/her
judgement based on principles of assessment. These principles require assessment to be reliable, fair,
practical and valid.
Academic Appeals:
 If you are dissatisfied with the outcome of the re-evaluation process, you have a right to appeal
through academic appeals handling protocol.
 To appeal a decision, the person is required to complete the TKL- Request for Appeal of a
Decision form with all other supporting documents, if any. This form is available via our
website. The completed Request for Appeal form is to be submitted to the Student Support
Officer either in hard copy or electronically via the following contact details:
Student Support Officer, TKL College Suite 707, Level 7 159-175 Church Street, Westfield
Shopping Centre, Parramatta, NSW 2150 , Email: info@tkl.edu.au
 The notice of appeal should be in writing addressed to the Chief Executive Officer and submitted
within seven days of notification of the outcome of the re-evaluation process.
 If the appeal is not lodged in the specified time, the result will stand and you must re-enrol in
the unit.
 In emergency circumstances, such as in cases of serious illness or injury, you must forward a
medical certificate in support of a deferred appeal. The notice of appeal must be made within
three working days of the concluding date shown on the medical certificate.
 The decision of Chief Executive Officer will be final.
 Student would then have the right to pursue the claim through an independent external body as
detailed in the students’ complaint / grievance policy.
Plagiarism:
Plagiarism means to take and use another person's ideas and or manner of expressing them and to pass
them off as your own by failing to give appropriate acknowledgement. This includes material sourced

from the internet, RTO staff, other students, and from published and unpublished work.
Plagiarism occurs when you fail to acknowledge that the ideas or work of others are being used, which
includes:
• Paraphrasing and presenting work or ideas without a reference
• Copying work either in whole or in part
• Presenting designs, codes or images as your own work
• Using phrases and passages verbatim without quotation marks or referencing the author or web
page
• Reproducing lecture notes without proper acknowledgement.
Collusion:
Collusion means unauthorised collaboration on assessable work (written, oral or practical) with other
people. This occurs when a student presents group work as their own or as the work of someone else.
Collusion may be with another RTO student or with individuals or student’s external to the RTO. This
applies to work assessed by any educational and training body in Australia or overseas.
Collusion occurs when you work without the authorisation of the teaching staff to:
• Work with one or more people to prepare and produce work
• Allow others to copy your work or share your answer to an assessment task
• Allow someone else to write or edit your work (without rto approval)
• Write or edit work for another student
• Offer to complete work or seek payment for completing academic work for other students.
Both collusion and plagiarism can occur in group work. For examples of plagiarism, collusion and
academic misconduct in group work please refer to the RTO’s policy on Academic integrity, plagiarism
and collusion.
Plagiarism and collusion constitute cheating. Disciplinary action will be taken against students who
engage in plagiarism and collusion as outlined in RTO’s policy.
Proven involvement in plagiarism or collusion may be recorded on students’ academic file and could lead
to disciplinary
Assessment Requirements
You are required to complete and pass every task in the assessment in order to be deemed
competent.
Assessment Schedule
Task Due Date Student Trainer Signature Comments

Signature
Task 1-2 Week 1

Introduction
Welcome to the Student Assessment Tasks for SITXCCS010 Provide visitor information. These
tasks have been designed to help you demonstrate the skills and knowledge that you have learnt
during your course.
Please ensure that you read the instructions provided with these tasks carefully. You should also
follow the advice provided in the Hospitality Works Student User Guide. The Student User Guide
provides important information for you relating to completing assessment successfully.
Assessment for this unit

For you to be assessed as competent, you must successfully complete two assessment tasks:
 Assessment Task 1: Knowledge questions – Students must answer all questions correctly.
 Assessment Task 2: Tourist information project – Students are required to research
information about local facilities, products and services and then answer three customer
enquiries about these, as well as provide feedback.

Assessment Task 1: Knowledge

questions
Information for students
Knowledge questions are designed to help you demonstrate the knowledge which you have
acquired during the learning phase of this unit. Ensure that you:
 review the advice to students regarding answering knowledge questions in the Hospitality
Works Student User Guide
 comply with the due date for assessment which your assessor will provide
 adhere with your RTO’s submission guidelines
 answer all questions completely and correctly
 submit work which is original and, where necessary, properly referenced
 submit a completed cover sheet with your work
 avoid sharing your answers with other students.
i Assessment information
Information about how you should complete this assessment can be found in Appendix A of the
Hospitality Works Student User Guide. Refer to the appendix for information on:
 where this task should be completed
 the maximum time allowed for completing this assessment task
 whether or not this task is open-book.
Note: You must complete and submit an assessment cover sheet with your work. A template is
provided in Appendix B of the Student User Guide. However, if your RTO has provided you with
an assessment cover sheet, please ensure that you use that.

Questions
Provide answers to all of the questions below.
1. List three examples of information that might be obtained from each of the following sources of
visitor information.
Source Examples of Information
a. Advertising and promotional brochures.  Internet

 Social Media
 Pamphlets
b. The local library.  Parramatta Library

 Parramatta Website
 Bookstore
c. The local council offices.  City of Parramatta Council

 PHIVE, 5 Parramatta square
 Philippine Community Council of
NSW
d. Local people and local identities.  Australian

 Indian
 Filipino
e. Local visitor guides and maps.  City of Parramatta

 Visit NSW
 City of Sydney
f. Online hotel reservation systems  Website Reservation

available to the public.
 Telephone Reservation
 Walkin Reservation

g. Internal information about local  City of Parramatta Website

attractions, businesses and
 NSW Website
organisations.
 NSW Aboriginal Land Council
(NSWALC)
h. Information the organisation has on its  City of Parramatta Website

own information database/system.
 NSW Website
 NSW Aboriginal Land Council
(NSWALC)
i. Product manufacturers, growers,  Dry foods Manufacturing

producers and suppliers.
 Private Label Food Manufacture
 SSS Food
j. Product libraries established and  City of Parramatta Website

maintained by businesses.
 The Dictionary of Sydney
 National Library of Australia
k. Guest room directories.  PARKROYAL HOTEL

 Darcy’s Hotel
 Kula Parramatta
l. Social media websites.  Facebool

 Instagram
 Tiktok
m. Government tourism authorities.  City of Parramatta

 NSW Government
 Tripadvisor
n. Cruise, bus, ferry and similar timetables.  NSW Train

 NSW BUS

 NSW Ferry
2. List three pieces of information frontline customer contact staff should be able to provide to
visitors about the local area features presented below.
The student’s answer should cover three from the following lists or other suitable answer the
assessor deems as relevant.
Local Area Features Pieces of Information
a. Accommodation options.  PARKROYAL HOTEL

 Darcy’s Hotel
 Kula Parramatta
b. Dining options.  Smoky Cravings in Parramatta

 Neyvine Seafoods and Grill
 500 Degrees Restaurant
c. Entertainment venues.  Timezone

 Riverside Theatres
 MVP Nightclub
d. Local attractions.  Parramatta Park

 CommBank Stadium’
 Riverside Theatre
e. Local personal service facilities.  Simply Helping

 City of Parramatta
 Home Caring

f. Local shopping facilities.  WESTFIELD

 Entrada Shopping Centre
 Collet villages Shop
g. Local transport options.  Train

 Shuttle Bus
 Ferry
h. Organisation-specific information  City Of Parramatta

 AT Parramatta
 My Community Directory
i. Road conditions.  Services NSW

 Live Traffic
 Snarl Sydney
j. Sporting facilities.  CommBank Stadium. ...

 Parramatta Aquatics Centre. ...
 Engie Stadium - Sydney Olympic
Park
k. Tours, local outings and trips.  Tripadvisor

 Sydney Tourism
l. Travelling routes.  NSW Government

 AT Parramatta

m. Weather conditions.
 Parramatta Forecast - Sydney
 WeatherZone
 AccuWeather
3. List three methods to update and maintain local area knowledge.

 Undertaking General Internet Research: Regularly browsing the internet for updates
on local events, attractions, and changes in services is crucial. This includes checking
official tourism websites, local news outlets, and social media platforms where
community events are often promoted.
 Reading, Listening to or Watching Local Media: Engaging with local newspapers,

radio stations, and television broadcasts can provide valuable insights into current
happenings in the area. These sources often cover stories that may not be highlighted
online and can offer a more personal perspective on local culture and events.
 Attending Industry Association Functions: Participating in meetings and events

organized by local industry associations allows individuals to network with other
professionals and stay informed about trends, challenges, and opportunities within the
local tourism sector.
4. Describe organisational response times that commonly apply to acknowledging the presence
of a visitor and their enquiry.
 Organizational response times are crucial for customer satisfaction and operational
efficiency. Common response times include immediate acknowledgment (0-1 minute),
initial inquiry response (1-5 minutes), detailed response (5-15 minutes), follow-up
communication (15-30 minutes), resolution time (30 minutes - several hours/days),
and a feedback loop (post-resolution). These times ensure clear communication,
facilitate understanding, and address the nature of the inquiry, ensuring a welcoming
atmosphere and efficient service delivery.
5. Describe five industry standards that apply to personal presentation and hygiene of visitor
information staff.

 Professional Appearance Standards - Visitor information staff are often the first point
of contact for visitors, making a professional appearance essential. Industry standards
typically dictate that staff should wear uniforms or business attire that is clean,
pressed, and appropriate for the setting. This includes guidelines on color schemes,
styles, and accessories that reflect the organization’s branding while ensuring staff
members present themselves in a polished manner.
 Personal Hygiene Standards - Personal hygiene is critical in maintaining a welcoming

environment. Staff should adhere to standards that include regular bathing, use of
deodorant, and oral hygiene practices such as brushing teeth and using mouthwash.
Additionally, hair should be neatly groomed and styled appropriately for the
workplace. These practices help to ensure that staff members do not inadvertently
offend visitors or create an unpleasant atmosphere.
 Grooming Standards - Grooming standards encompass various aspects of personal

care beyond basic hygiene. This includes guidelines on nail care (keeping nails clean
and trimmed), makeup application (if applicable), and facial hair grooming for male
staff members (such as keeping beards trimmed). The aim is to promote a tidy
appearance that reflects professionalism and attention to detail.
 Health and Safety Regulations - In many regions, health and safety regulations may
influence personal presentation standards for visitor information staff. For example,
during health crises such as the COVID-19 pandemic, guidelines may require wearing
masks or other protective gear when interacting with the public. Compliance with
these regulations not only protects staff but also reassures visitors about their safety
while receiving services.
 Customer Service Training Standards - Industry standards often include customer

service training that emphasizes the importance of personal presentation as part of
overall service quality. Staff are trained to understand how their appearance can affect
visitor perceptions and experiences. This training typically covers body language, eye
contact, and other non-verbal cues alongside personal presentation to enhance
interactions with visitors.
6. Choose two cultural groups you know about and for each describe the following in relation to
customer service:

Cultural Group 1 Your Response:

Insert the name of the cultural group below
AUSTRALIAN CULTURE
a. Modes of greeting, farewelling and  Australia's informal greetings are

conversation. casual, with handshakes, smiles, and
eye contact being common. Physical
expressions of affection are common,
with women being more affectionate. In
casual settings, simple phrases like "Hi"
or "G'day" are used to show
friendliness.
 Australian farewells are informal,
varying based on relationship, with
common phrases like "See ya" and
"Catch ya later" reflecting the friendly,
relaxed tone of Australian culture.
 Australian conversation styles are
direct, informal, and informal, focusing
on small talk, brevity, and humor. They
value brevity and openness, often using
sarcasm and banter to foster
camaraderie.
b. Body language and body gestures.  In Australian culture, body language

and gestures are crucial for effective
communication. Maintaining eye
contact, maintaining personal space,
and avoiding physical contact are
essential. Pointing is considered rude,
and beckoning involves waving the
hand with the palm facing up. Facial
expressions convey emotions, and
posture communicates confidence and
engagement. Cultural sensitivity is
important, as Aboriginal Australians
may interpret certain aspects differently.
Understanding these cues can enhance
interactions and foster better
relationships
c. Formality of language.  Australian culture values informality in


AUSTRALIAN CULTURE
language, promoting clarity and

straightforwardness. This is evident in
Australian English, which often
incorporates slang, diminutives, and
colloquial expressions. Self-
deprecation, dry wit, and situational
jokes are common, while casual
swearing is more socially accepted.
Maintaining eye contact is crucial for
sincerity and trustworthiness, and
personal space norms involve
maintaining an arm's length distance.
d. Clothing expectations for customer  In Australia, customer service staff's

service staff. clothing expectations vary based on
business culture. Businesses should
define acceptable attire, outlining
business-casual attire and business-
casual attire. They should also provide
guidelines for unacceptable attire,
balancing a dress code with personal
expression, and setting clear
expectations for theme days and
special events. Employers must
consider Equal Opportunity laws and
communicate dress code policies
effectively to ensure a professional
environment.

sINDIAN CULTURE
e. Modes of greeting, farewelling and  Indian culture is deeply rooted in

conversation. greetings, reflecting respect, politeness,
and hospitality. Common verbal
greetings include "Namaste,"


AUSTRALIAN CULTURE
"Namaskar," "Vanakkam,"
"Nomoshkar," "Sat Sri Akal," and "Kem
Cho." Non-verbal gestures like folding
hands, bowing, and touching elders'
feet are also significant. Traditional and
festival greetings, such as "Happy
Diwali" and "Happy Holi," are
exchanged with wishes for prosperity
and happiness. Regional variations,
such as "Sat Sri Akal" in Punjab,
"Namaskaram" in Kerala, and
"Namaskar" in Maharashtra, reflect
each region's unique culture and
traditions. Special greetings for elders
are also common. Formal and informal
greetings are used in formal settings,
while cross-cultural greetings are used
to accommodate foreigners.
Contemporary greetings, such as
emojis or digital messages, are
increasingly adopted due to
globalization and urbanization.
f. Body language and body gestures.  n Indian culture, body language and
gestures are crucial for effective
communication, accounting for
approximately 55% of total
communication. These gestures,
including facial expressions and body
movements, are deeply embedded in
the cultural fabric and serve as means
to express respect, joy, wonder,
sadness, or disappointment. Common
gestures in Indian society include
joining hands for namaste, touching the
feet of elders, blessing young ones,
hugging, and saying "wow" using one
hand. However, certain negative


AUSTRALIAN CULTURE
gestures should be avoided, such as

showing a slap, taking a pee, side-to-
side head shaking for "No," and holding
hands on the waist when talking to
elders. Cultural etiquette related to
touch includes minimal physical contact
between genders, respecting personal
space, and varying eye contact.
Understanding these nuances helps
navigate social interactions more
effectively.
g. Formality of language.  The formality of language in Indian culture is

influenced by social hierarchies, respect for
elders, and cultural traditions. This hierarchy
affects how people address each other, with
formal titles and surnames used for higher-
status individuals. Respect for elders is
reflected in language, with younger
individuals using honorifics or respectful
forms of address. Traditional greetings like
"Namaste" are used to show respect and
acknowledge presence. Communication
styles in India are indirect and nuanced,
with people avoiding direct refusals or
confrontational language to maintain
harmony. Regional variations in languages
and dialects reflect local customs and
traditions. English's influence on business
and education has led to a blend of English
with local languages, known as "Hinglish."
Non-verbal cues, such as nodding or
maintaining physical distance, also play a
crucial role in communication.
h. Clothing expectations for customer  In Indian culture, customer service staff are
service staff. expected to wear professional attire
reflecting the company's brand image and
ethos. This includes formal shirts, trousers,


AUSTRALIAN CULTURE
and blazers for men and traditional attire for

women. Cultural sensitivity is crucial due to
India's diverse landscape, and staff should
be trained to understand local customs and
religious practices. Personal grooming is
essential, and both male and female staff
members should adhere to professional
dress codes. Gender considerations may
also be considered, with women requiring
modesty. Brand alignment is essential, and
dress code policies should be flexible in
casual settings. By adhering to these
expectations, customer service staff can
effectively represent their organization while
respecting the cultural context.
7. Briefly describe the following methods of collecting customer feedback identifying whether
they are ‘formal’ or ‘informal’ methods.
Method of Collecting Brief Description Informal or

Customer Feedback Formal Method
a. Surveys.  Surveys are a popular method of  FORMAL

collecting feedback due to their scalability METHOD
and ease of distribution. They can be
distributed via email, social media, or
directly on a website. Surveys typically
consist of a series of questions that can
be either open-ended or closed-ended.
b. Observation.  Observation involves watching  FORMAL

customers interact with your product or METHOD
service. This can be done in person or
through the use of technology (like user

Method of Collecting Brief Description Informal or

Customer Feedback Formal Method
testing software). Observation can

provide valuable insights into how
customers use your product, what
problems they encounter, and what
features they find most useful.
c. Interviews.  Interviews are a more personal and in-  INFORMAL

depth method of collecting feedback. METHOS
They can be conducted in person, over
the phone, or via video call. Interviews
allow for a deeper understanding of the
respondent's thoughts and feelings, as
they provide the opportunity for follow-
up questions and clarification.
d. Casual discussion.  Casual discussion is an informal  INFORMAL

method of collecting feedback. This can METHOD
occur in a variety of settings, such as
during a customer service interaction or
on social media. Casual discussions
can provide valuable insights, but they
may not be as reliable or systematic as
other methods.
e. Structured questioning.  Structured questioning is a method that  FORMAL

involves asking a specific set of METHOD
predetermined questions. This method
is often used in research studies to
ensure consistency and reliability. The
questions are typically closed-ended,
which makes the responses easier to
analyze statistically.
8. Identify three examples of organisational service procedures and standards (other than
response times and personal presentation and hygiene covered above) that organisations
may make provision for when providing information to visitors.

 Information Accuracy and Reliability - Organizations must ensure accurate, reliable,
and up-to-date information for visitors through systematic verification, regular training,
and feedback mechanisms, ensuring the integrity of their services and products.
 Accessibility of Information - Organizations should ensure information accessibility by
providing materials in multiple languages, offering braille or large print options, and
ensuring digital content is compatible with screen readers. Designing physical spaces
and clear signage demonstrate inclusivity and commitment to accessibility.
 Customer Engagement and Interaction Standards - Organizations should enhance
visitor experience by setting standards for staff interaction, including prompt greetings,
active listening, and personalized responses. Implement training programs for
customer service excellence and establish follow-up protocols to ensure satisfaction
and address questions.
Assessment Task 1: Checklist
Student’s name: MIKE JEROME PASCUAL
Did the student provide a Completed

sufficient and clear answer successfully?
that addresses the
suggested answer for the
Yes No
following? Comments
Question 1 a YES
Question 1 b YES
Question 1 c YES
Question 1 d YES
Question 1 e YES
Question 1 f YES
Question 1 g YES
Question 1 g YES
Question 1 h YES
Question 1 i YES


that addresses the
Question
suggested1 answer
j for the YES Comments
following?
Question 1 k YES
Question 1 l YES
Question 1 m YES
Question 1 n YES
Question 2 a YES
Question 2 b YES
Question 2 c YES
Question 2 d YES
Question 2 e YES
Question 2 f YES
Question 2 g YES
Question 2 h YES
Question 2 i YES
Question 2 j YES
Question 2 k YES
Question 2 l YES
Question 2 m YES
Question 3 YES
Question 4 YES
Question 5 YES


that addresses the
Question
suggested6 answer
a for the YES Comments
following?
Question 6 b YES
Question 6 c YES
Question 6 d YES
Question 6 e YES
Question 6 f YES
Question 6 g YES
Question 6 h YES
Question 7 a YES
Question 7 b YES
Question 7 c YES
Question 7 d YES
Question 7 e YES
Question 8 YES
Assessor Feedback:
Assessor name:
Assessor signature and

Date:

Assessment Task 2: Visitor

Information project
Information for students
In this task, you are required to research information about local facilities, products and services
and then answer three customer enquiries about these, as well as seek feedback.
You will need access to:
 your learning resources and other information for reference
 your Customer Service Policy and Procedures
 your Customer Feedback Form
 your Customer Enquiry Survey.
Ensure that you:
 review the advice to students regarding responding to written tasks in the Hospitality Works
Student User Guide
 comply with the due date for assessment which your assessor will provide
 adhere with your RTO’s submission guidelines
 answer all questions completely and correctly
 submit work which is original and, where necessary, properly referenced
 submit a completed cover sheet with your work
 avoid sharing your answers with other students.
i Assessment information
Information about how you should complete this assessment can be found in Appendix A of the
Hospitality Works Student User Guide. Refer to the appendix for information on:
 where this task should be completed
 the maximum time allowed for completing this assessment task
 whether or not this task is open-book.
Note: You must complete and submit an assessment cover sheet with your work. A template is
provided in Appendix B of the Student User Guide. However, if your RTO has provided you with
an assessment cover sheet, please ensure that you use that.

Tasks required for this unit

This unit of competency requires that you:
 provide current, accurate and relevant information about local area features to three different
visitors
 provide above information and assistance in a culturally appropriate manner and according
to organisational service standards
 extend personal knowledge of relevant facilities, products and services to above visitors
 seek formal and informal feedback from visitors on above services

Instructions for how you will complete these requirements are included below.

Activities
Complete the following activities.
Carefully read the following information.
You have begun working on the front desk at the Big Hotel in the city where your
RTO campus is.
Each employee is expected to give accurate information to the hotel’s guests, as
well as carrying out their other work.
Each member of the hotel’s staff is required to access, and take notes on,
information on the local area. They are then responsible for keeping it up to date
and sharing it with the other staff members. The information collected should
include general information as well as information intended for visitors.
Before you begin this assessment, make sure you have read and are familiar with
the Customer Service Policy and Procedures as you will need to follow these when
you work through your assessment steps.
What do I need to demonstrate?

During your practical assessments you will be required to demonstrate a range of
the skills and knowledge that you have developed during your course. These
include:
 access, and document, different sources of visitor information on local area
 obtain information on local facilities, products and services that can be shared
with tourists when they make enquiries
 share the information they collected with their colleagues to improve the quality
of service given by all staff
 update and maintain their knowledge of the local facilities, products and
services
 identify specific information relevant for visitors with special needs
 provide appropriate scope and depth of information to meet visitor needs
 use the opportunities provided to promote the big hotel’s products and services
 proactively ask customers for their feedback
 follow the customer service policy and procedures for documenting any formal
customer evaluation of the service they provided
 document customer feedback and submit it to their line manager.
How will I provide evidence?

Your assessor will provide you with templates and required documents to complete
each task. You will find some detailed information about providing evidence; this
will include;
 an email with Tourist Information Report attached
 two emails responding to customer enquiries
 a completed Customer Feedback Form
 a completed Customer Enquiry Survey.
You will need to complete each activity and submit the required task at the end of
each step completed.
Tips for completing your project

 Read through this assessment and each task before you get started and make
sure you understand what you need to do. If you are unsure, speak to your
assessor and/or supervisor.
 Stay up to date!
 Stay in touch with your assessor. Ask questions, raise issues, check in,
communicate.
Most importantly, ask for help if you are having trouble!
1. Write a tourist information report.
You are required to take notes on facilities, products or services available in a

specific area for the purpose of preparing a tourist information report.
Choose a place that you have been able to observe or explore yourself and that
attracts tourists.
You are required to collect information on at least two of each of the following:
 Local facilities (such as basketball courts, museums, art galleries, etc)
 Local products (these can be specialty stores, locally grown produce, etc)
 Local services (could include adventure tours, massage, taxis, etc.)
Use the internet to find relevant promotional material, reviews, etc.
You should also access the local information centre’s website and review the
information they give about the selected facilities, products and services.
Take notes and record basic information on each of the following for each facility,
product and service selected:
 General information

 Promotional material from the suppliers of the facilities, products or services

 Relevant information provided by the local information centre
 Hyperlinks to the websites where you have collected the information
 Information and assistance specifically for visitors
 Specific information for visitors with special needs.
Keep a record of the best websites for each.
You are also required to find a reference to at least one of the facilities, products or
services in local media, either a newspaper or other local information source.
Record the name of the source and the information given.
Your report should be in note form rather than in paragraphs.
Dear Valued Guest,

Greetings from PARKROYAL PARRAMATTA HOTEL, Australia! We hope you are
healthy and looking forward to your forthcoming stay with us when you read this email.
As promised, we have compiled a thorough tourist information report to improve your
trip and ensure you get the most out of your time in our lovely city. You may get a
thorough overview of some of Parramatta's must-see attractions and activities in the
tourist information report that is attached. This report has been thoughtfully chosen to
accommodate a range of interests and tastes, ensuring that you have a memorable
and pleasurable visit.
The report provides details on:
Arrunga Bardo Aboriginal Bush Food Garden, Lake Parramatta Reserve
Aboriginal Interpretive Pathway, Parramatta River Foreshore
Balaka Falls, Hunts Creek Reserve
Female Orphan School
Lennox Bridge, Parramatta River
Frog Reading Nooks, Wentworth Point Community Centre and Library
Parramatta Town Hall, Centenary Square
Wigram St, Harris Park Precinct
Prince Alfred Square
Newington Armory, Sydney Olympic Park
I have also incorporated relevant visitor information, including assistance for those with
special needs. Please feel free to reach out if you require further details or specific aid.

Sincerely,
Tourist Guide
2. Draft an email to the Big Hotel’s staff (your assessor).
When you have completed the report, you are required to share the information
with colleagues to assist in supporting the efficiency and quality of service provided
by Big Hotel.
The text of the email should be in grammatically correct English, written in an
appropriate (polite, business-like) style.
It should introduce and summarise the contents of the attachment and ask for their
feedback
Attach your Tourist Information Report to the email.
Dear Staff
I hope this letter finds you well. I am writing to share my recent findings
regarding tourism trends and visitor preferences within our region, which I
believe will significantly benefit our operations at Big Hotel. The attached Tourist
Information Report outlines key insights such as peak tourist seasons, popular
attractions, and traveller demographics.
By understanding these trends, we can enhance our service offerings and

ensure that we meet the needs of our guests effectively. Additionally,
implementing some of the recommendations provided in the report could lead to
improved guest satisfaction and increased bookings.
I would appreciate it if you could review the report and share your thoughts on
the proposed strategies. Your feedback is invaluable as we strive to elevate the
quality of service at Big Hotel.
Thank you for your attention to this matter. I look forward to hearing from you
soon.

Sincerely,
PARKROYAL MANAGEMENT
3. Reply to two emails.
As part of your duties in the Big Hotel, you will receive two emails from potential
guests asking for information on two different facilities, products or services in your
report.
Review the Customer Service Policy and Procedures to ensure that your email
fulfils the Big Hotel’s organisational requirements.
When writing the two emails, consider the depth and scope of information that the
tourist has requested, and respond to these.
Aaron Quizon
aaronquizon@gmail.com

Dear Aaron,
I hope this message finds you well. I am writing to provide you with the
necessary information regarding our facilities at PARKROYAL PARRAMATTA
HOTEL. As you explore potential accommodations, we are committed to
ensuring your needs are met.
Our hotel offers a variety of amenities designed to enhance your stay, including
a state-of-the-art fitness center, a refreshing swimming pool, and multiple dining
options featuring local and international cuisine. For those seeking relaxation,
our spa services provide a perfect escape. Additionally, we boast flexible
meeting spaces equipped with modern technology, catering to any professional
event you may have.
Please feel free to reach out if you have any further inquiries or specific
requirements you’d like us to address. We are here to ensure your experience at
PARKROYAL PARRAMATTA HOTEL is nothing short of exceptional.
Thank you for considering our facilities. We look forward to the opportunity to
welcome you soon.
Sincerely,
Ogie Perea
Manager
PARKROYAL PARRAMATTA HOTEL
RAY LABNAS
Raylabnas22@gmail.com
Dear Ray,
I hope this letter finds you well. I am writing to provide you with information
regarding the services offered at PARKROYAL PARRAMATTA to assist with
your upcoming stay. Our hotel prides itself on delivering exceptional customer

service in line with the PARKROYAL PARRAMATTA organizational

requirements.
Firstly, we offer a comprehensive range of accommodations tailored to meet the

needs of our guests. Each room is equipped with modern amenities, ensuring a
comfortable experience. Additionally, our on-site facilities include a fitness
center, swimming pool, and restaurant, which features a variety of local and
international cuisine.
Furthermore, we provide various services, including concierge assistance, room

service, and event hosting options, catering to both individual and group needs.
Should you have specific inquiries or require further information about our
offerings or any packages available, please do not hesitate to reach out.
Thank you for considering PARKROYAL PARRAMATTA for your stay. We look
forward to welcoming you and ensuring a delightful experience.
Sincerely,
Ogie Perea
Manager
PARKROYAL PARRAMATTA
4. Meet with a tourist (your assessor).
While working at the front desk, a tourist enquires about one of the facilities,
products or services in your report.
Make sure that you frame your responses in a culturally appropriate manner.
Review the Customer Service Policy and Procedures to ensure that you meet the
Big Hotel’s organisational requirements, especially the Managing Personal
Enquiries section.
Respond to the tourist’s questions using the information you collected for your
report.
Take the opportunity to informally request the tourist to give you their feedback on
your performance.

PARKROYAL PARRAMATTA HOTEL

30 PHILLIP ST, PARRAMATTA, NSW 2150
Customer service policy and procedures
Policy
All members of staff provide services to customers either directly or indirectly, and must meet the
needs of customers in a professional and ethical manner with courteous and efficient service.
Big Hotel is committed to:
 politeness: the use of good manners in all interactions
 responsiveness: meet agreed timeframes and follow up on all queries
 professionalism: being objective and knowledgeable and demonstrating integrity
 understanding: customers and their business
 confidentiality: respecting the confidentiality of customer information
 transparency: processes are clear, consistent, easy to access and documented.
General Principles
Staff will:
 demonstrate to the customer at all times respect, courtesy, patience, attentiveness,
consideration and sensitivity that is appropriate to the age, culture and linguistic background of
the individual or group
 listen to what customers have to say and determine the exact nature of the request
 respond to customer enquiries promptly and efficiently in a timely manner
 act with integrity and honesty when dealing with customers
 make every effort to see customers with appointments on time and advise if delayed
 assist with further enquiries. A contact name, telephone number and an address is to be
included in all written correspondence.
 if unavailable or away from the office, return email messages promptly upon returning
 If away from the office for two or more days an “out of office” message is to be left on outlook
and the telephone.
 provide the customer with advice and other information that is accurate, clear, concise, reliable
and in plain language
 take appropriate action and respond in accordance with organisational policies and
procedures with minimal inconvenience to the customer
 adopt fair, lawful and appropriate procedures when making decisions, carrying out activities
and performing services

 be sensitive to any language or other communication difficulties experienced by customers
when providing advice and other information
 be sensitive to any customers with disabilities when providing advice and other information
 present a positive image of Big Hotel to the public.
Managing Personal Enquiries

All face to face communication will be conducted in a professional, courteous and concise manner.
Personal dress is seen as important, and should adhere to the following dress code:
 Smart casual in all circumstances
 Men should wear a jacket and tie. The jacket can be removed when seated
 Women can wear suits or dresses. Tops should cover all skin between the neck and the top of
the trousers or skirt. Shoulders should also be covered
 Jewellery should be kept to a minimum. Single loop or stud earrings only
 Covered footwear should be worn at all times
 Hair should be clean and neat. If it reaches the shoulders, it should be held up in a pony tail
 Visible tattoos are not permitted
 Maintain the highest standards of personal hygiene.
The following procedure should be followed for personal enquiries.

 Acknowledge and greet the customer with their name
 Shake hands with the customer
 Introduce yourself and give your position in the organisation
 Give the customer a summary of what you know about them and what you hope to achieve at
the meeting
 Confirm with the customer that your understanding of the meeting’s objectives is correct
 Use every enquiry as an opportunity to promote Big Hotel’s products and services
 Work to establish a rapport with the customer
 Maintain, and express a genuine interest in each customer’s needs.
During every face to face meeting, you are required to demonstrate effective interpersonal and
communication skills including:
 speaking clearly and concisely
 using effective non-verbal communication skills to encourage audience interest
 responding to questions

 asking questions to seek feedback
 use of active listening techniques to confirm and clarify understanding.
Throughout every meeting, maintain sensitivity to any specific needs and any cultural, family and
individual differences that the customer may have, and incorporate these into your behaviour.
Assess whether the customer’s needs are urgent to identify priorities for service delivery.
Prior to concluding a face to face enquiry, ask for the customer’s feedback on your responses.
Invite the guest to give the feedback online and anonamous if they prefer.
When feedback is received, staff should fill out a Customer Feedback Form and submit that to the
Line Manager.
A line of the Customer Enquiry Survey sould be completed for every enquiry.
The survey should be submitted to the Line Manager at the end of each day.
Managing Telephone Enquiries

The following procedure should be followed for telephone enquiries.
 Answer the phone in a timely manner. All telephone calls should be answered on or before the
third ring
 Greet the client with “Good morning or good afternoon”, and then introduce yourself
 Be warm and friendly
 Speak slowly and clearly
 Be careful with language: slang or jargon is not to be used
 Be positive and helpful: if you don’t know the answer say that you will find out the answer and
get back to the customer via telephone or email with the answer
 Give clear advice to the caller about when the caller can expect a response when calls cannot
be fully responded to immediately. This should be within one business day
 Deal with customers calmly, courteously and patiently, even when the callers are angry,
aggressive or distressed. Remain polite and seek help if necessary
 Answer unattended telephones in the absence of colleagues whenever practical
 Respond to telephone messages within one business day whenever practical
 Change voicemail message(s) when absent from the office for any period of time, for example,
external all-day meeting, state or territory based public holiday or leave
 A line of the Customer Enquiry Survey should be completed for every enquiry
 The survey should be submitted to the Line Manager at the end of each day.
Emails

 A response should be sent within 24 hours of receipt of an email.
 Subject field of email is clear and concise. Do not capitalise all letters.
 Relevant recipients identified.
 Email includes greeting and name and position.
 Email text concise and to the point.
 Email checked for spelling and tone before sending. Tone should be warm.
 Use every enquiry as an opportunity to promote Big Hotel’s products and services.
 Always request feedback on the service that you have given in the email.
 When feedback is received, staff should fill out a Customer Feedback Form and submit that to
the Line Manager.
 A line of the Customer Enquiry Survey should be completed for every enquiry.
 The survey should be submitted to the Line Manager at the end of each day.
Feedback
Big Hotel welcomes feedback from all of its customers.
Feedback can be provided via email or by letter, or by completing our online feedback from.
Big Hotel is also committed to actively seeking feedback from customers. When a service has been
delivered to a customer, we will always ask customers for their feedback.
Relevant feedback that is given in face-to-face meetings or vis email to any staff member should be
relayed to the staff member’s line manager within 24 hours of it being received.
Where the feedback includes unmet needs, the customer should be contacted directly within 48
hours of the feedback being received, and the suitability of other products or services should be
discussed.
Customers should be supported to contact other services if appropriate.
Managing anonymous customer feedback

Customers can provide anonymous feedback to Big Hotel via the website. This feedback, however,
can be difficult to investigate (often staff need to obtain more information from the person providing
the feedback) and for obvious reasons it can be impossible to contact the person making the
complaint and communicate the findings Big Hotel.
Big Hotel will not normally investigate anonymous feedback unless the issue places public safety at
risk or raises a serious/legal matter and there is sufficient information in the feedback to carry out
an investigation.
Dealing with difficult customers

Big Hotel staff are expected to treat customers with courtesy and respect at all times and to make
every reasonable effort to address the customer’s needs even when the customer is rude or
difficult.
Staff must try and put themselves in the customer’s shoes and be empathetic.
Actively listen to what the customer is saying and repeat their concerns to make sure you are
addressing the right issue.
Use calm, objective wording. For example, “As I understand, you are quite rightly upset because
your book did not arrive in the time we specified.”
Apologise to the customer and present a solution. For example, you could offer a discount on a
future service.
All feedback should be recorded.
Where the customer indicates they wish to lodge a formal complaint, outline the complaint
procedure as in the company’s complaints handling policy.
Confidentiality and privacy

Big Hotel is committed to the protection of customer personal information. All dealings with
customers must abide by the Privacy Act 1998 and the Australian Privacy Principles contained in
the Privacy Act 1998 (CTH) except when qualified by any relevant Codes of Practice and will
underpin all matters related to personal information at Big Hotel. Big Hotel also has a Privacy
Policy in accordance with that Act.
Privacy Complaints
Individuals who feel that Big Hotel may have breached their Privacy or Aus Biz Coaching’s Privacy
Policy, are to contact Big Hotel in writing either by email, fax or letter.

5. Document customer enquiries and feedback.
You are required to document customer enquiries and feedback as set out in the
Customer Service Policy and Procedures.
For the purposes of this assessment, your assessor will stand in for your Line
Manager.
PARKROYAL PARRAMATTA
HOTEL
30 PHILLIP ST, PARRAMATTA, NSW 2150
Customer Feedback Form
Date: OCTOBER 25, 2024

Customer name: AARON QUIZON
Telephone number: +61 450 123 123
Address: 36A MARSDENT STREET, PENANT HILLS, NSW 2120 AUSTRALIA
Email address: aaronquizon@gmail.com

Circumstances under which the feedback was given:

Services in this Hotel
Customer’s feedback:
The staff at the hotel was very friendly and I can only recommend it to my friends
and family.
Any other needs that the customer has:
NONE, I will give this hotel at 4.5 Star

Assessment Task 2: Checklist
Completed
successfully?
Has the following been completed? Yes No Comments
The student has accessed and YES

documented different sources of visitor
information on their selected area.
The student has obtained information on YES

local facilities, products and services that
can be shared with tourists when they
make enquiries.
The student has shared the information YES

they collected with their colleagues to
improve the quality of service given by
all staff.
The student has updated and maintained YES

their knowledge of the local facilities,
products and services.
The student has identified specific YES

information relevant for visitors with
special needs.
The student has provided appropriate YES

scope and depth of information to meet
visitor needs.
The student has used the opportunities YES

provided to promote the Big Hotel’s
products and services.
The student has proactively asked YES

customers for their feedback.
The student has followed the Customer YES

Service Policy and Procedures for
documenting any formal customer

Completed
successfully?
Has the following been completed? Yes No Comments
evaluation of the service they provided.
The student has documented customer YES

feedback and submit it to their Line
Manager.
During the meeting, the student has YES

followed the Customer Service Policy
and Procedures by demonstrating
effective communication skills including:
 speaking clearly and concisely
 using non-verbal communication to
assist with understanding
 asking questions to identify required
information
 responding to questions as required
 using active listening techniques to
confirm understanding.
Assessor Feedback:
Assessor name:
Assessor signature and

Date:

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Training for Knowledge & Livelihood (TKL college)

Assessment cover sheet

Student Name: MIKE JEROME PASCUAL

Not Yet Assessor

SITXCCS010 Student Assessment Tasks v1.1

Assessor Feedback to Students

Assessment Outcome: Competent Not yet Competent

SITXCCS010 Student Assessment Tasks v1.1

Information for Student:

SITXCCS010 Student Assessment Tasks v1.1

SITXCCS010 Student Assessment Tasks v1.1

Task Due Date Student Trainer Signature Comments

Task 1-2 Week 1

SITXCCS010 Student Assessment Tasks v1.1

Assessment for this unit

SITXCCS010 Student Assessment Tasks v1.1

Assessment Task 1: Knowledge

SITXCCS010 Student Assessment Tasks v1.1

Source Examples of Information

a. Advertising and promotional brochures.  Internet

b. The local library.  Parramatta Library

c. The local council offices.  City of Parramatta Council

d. Local people and local identities.  Australian

e. Local visitor guides and maps.  City of Parramatta

f. Online hotel reservation systems  Website Reservation

SITXCCS010 Student Assessment Tasks v1.1

Source Examples of Information

g. Internal information about local  City of Parramatta Website

h. Information the organisation has on its  City of Parramatta Website

i. Product manufacturers, growers,  Dry foods Manufacturing

j. Product libraries established and  City of Parramatta Website

k. Guest room directories.  PARKROYAL HOTEL

l. Social media websites.  Facebool

m. Government tourism authorities.  City of Parramatta

n. Cruise, bus, ferry and similar timetables.  NSW Train

SITXCCS010 Student Assessment Tasks v1.1

Source Examples of Information

Local Area Features Pieces of Information

a. Accommodation options.  PARKROYAL HOTEL

b. Dining options.  Smoky Cravings in Parramatta

c. Entertainment venues.  Timezone

d. Local attractions.  Parramatta Park

e. Local personal service facilities.  Simply Helping

SITXCCS010 Student Assessment Tasks v1.1

Local Area Features Pieces of Information

f. Local shopping facilities.  WESTFIELD

g. Local transport options.  Train

h. Organisation-specific information  City Of Parramatta

i. Road conditions.  Services NSW

j. Sporting facilities.  CommBank Stadium. ...

k. Tours, local outings and trips.  Tripadvisor

l. Travelling routes.  NSW Government

SITXCCS010 Student Assessment Tasks v1.1

Local Area Features Pieces of Information

3. List three methods to update and maintain local area knowledge.

 Reading, Listening to or Watching Local Media: Engaging with local newspapers,

 Attending Industry Association Functions: Participating in meetings and events

SITXCCS010 Student Assessment Tasks v1.1

 Personal Hygiene Standards - Personal hygiene is critical in maintaining a welcoming