A sample organisation profile is provided below to develop the require context for this task. However, you may choose your current or past organisation/workplace as an example. Discuss an
A sample organisation profile is provided below to develop the require context for this task. However, you may choose your current or past organisation/workplace as an example. Discuss and finalise with your trainer/assessor prior to undertaking this task. You will play the role of an “Assistant Manager” for this task. You will be required to coach four (4) colleagues as arranged by your trainer/assessor. Your trainer/assessor will also play the role of your Manager. HotelsRUs is a newly established hotel booking and holiday package service business based in Sydney CBD. The CEO and owner, Mr David Lee puts a great emphasis on customer service and customer satisfaction as a measure of business performance. The agency offers multiple products and services including hotel booking for individuals and groups, holiday package deals, accommodation, travel and associated products and tailored accommodation experiences. The agency is one of the few to provided tailored accommodation services for a range of travellers, to local and international clients, and thus has a strong focus on customer experience and satisfaction. Agency’s customers are predominantly multicultural, with a growing client base in Australia, SE Asia, and South America. Accordingly, cultural values and diversity approaches must be built into any customer service standards. The company is also involved in hospitality research and works with a partner company – DataRUs – to build the data/information capabilities for the industry. Rationale Coaching has been identified as a critical leadership and management competency by organisations. Coaching is aimed at promoting creativity, and employee performance and resilience, giving organisations a competitive edge and an effective way to operate within an environment of continuous change. Task Assume that your organisation has identified the following areas (but not limited to) in which staff needs to be coached; Customer service Customer complaint handling Vendor/Supplier management Specific customer service areas; o Room Service o Guided tours o International multi?stop itinerary o Hotel reservation o Packaged holidays Cultural diversity Website management Social media marketing Workplace Health and Safety According, you will be assigned one of the above areas (other areas of interest can also be used in consultation and approval from your trainer/assessor). You will need to coach four (4) students in your defined area. You may choose one or more areas/needs. Your trainer/assessor will assign the roleplays over the training sessions. You will use and demonstrate the following principles in your coaching. Explanation Demonstration Review Listening to trainee explanation Observing and evaluating trainee demonstration Providing feedback Accordingly, Complete the following parts for EACH of the four coaching sessions
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