Assessment Task 2 Provide Visitor Information Role play and Portfolio Activities Develop a portfolio It will be helpful in your role to have a portfolio of information about Hunter Valley region

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Assessment Task 2

Provide Visitor Information Role play and Portfolio

Activities

1. Develop a portfolio

It will be helpful in your role to have a portfolio of information about Hunter Valley region. During this project you will collect information and store it in a folder so you can access it when needed.

The information must be included in your portfolio including:

• A list of accommodation options

• A list of local dining options

• Information or flyers about local entertainment venues

• Information or flyers about local places of interest

• Information or flyers about local products and/or services

• Local shopping facilities

• Local transport options

• Road conditions

• Sporting facilities

• Tours, local outings and trips

• Travelling routes

• Weather conditions

Answer:

*Notes: Link for the information about Hunter Valley

• https://www.huntervalleygardens.com.au/

• https://www.winecountry.com.au/plan/hunter-valley-visitor-information-centre

• https://www.visitnsw.com/destinations/hunter/hunter-valley

• https://www.winecountry.com.au/

 

 

1. Conduct a 20-minutes meeting

Role-play Scenario You are meeting with your colleagues (two of your classmates) to present your portfolio. This way you will be able to share information. Take notes during the meeting. As you find new information you can add them to your portfolio. Role-play Conditions Your assessor will organise the meeting and arrange two students from the class to participate in the meeting. During the meeting, you are required to: Share information with others using effective communication skills Proactively seek input and opinions from team members Respecting and considering the input and opinions of others Discuss and share information on sources to update and maintain local area knowledge

Answer: Make 3-4 Paragraphs (answer according to all point in “during the meeting”)

 

1. Role-play to provide information to three (3) different visitors

Role-play Scenario Use the portfolio information prepared in above task to provide current, accurate and relevant information about Hunter Valley local area features to three different visitors. Role-play Conditions Your assessor will play the role of three different visitors and seek information of local area features. During the role-play, you are required to: Identify specific information and assistance needs of visitors Provide appropriate scope and depth of information to meet visitor needs Identify and use opportunities to promote local products and services Provide information and assistance in culturally appropriate manner Provide information and assistance according to organisational service standard (Refer to Appendix 1 – Sample Customer Service Policy and Procedure) Proactively seek visitor feedback by having a casual discussion to endure required information has been provided

Answer: make 3 different visitors and seek information of local area features ( answer according to all point in “during the role-play) Write 2-3 paragraphs for each different visitors.

 

1. Develop a survey to collect customer feedback

You are then required to develop a survey with minimum five (5) structured questions to collect customer feedback on above services provided for Activity 3.

Answer: Make a table.

 

1. Role-play Customer Feedback

Role-play Scenario You are the manager of Hunter Valley Garden. You have received a formal complaint from a customer regarding the wedding ceremony that has been held recently at your premise. The contents of the complaint are as below: “The wedding was organised good, however, on the night your staff kept annoying my bridesmaid to assist them as she used to work there, which was unprofessional. You also stuffed up my meal as I have dietary requirements and I ended up not being able to eat, your staff seemed confused by what could or couldn’t go in it so I didn’t want to take any risk.” Role-play Conditions Your assessor will play the role of the colleague. And you are now required to provide the feedback information to the relevant colleague (your assessor). During the role play, you will need to: Discuss the purpose of the meeting Discuss the main themes of the complaints Provide opportunity for the team member to contribute on how customer service can be improved Discuss training needs associated with customer service Demonstrate effective communication skills

Answer: Write 3-4 paragraphs (answer according to all point in “during the role-play”)