2nd week @ Accommodation

This week we finished Module 2 - Customer Care and Module 3 - Personal skills

There is alot of detail around these two modules including good personal presentation, customer confidentiality and appropriate heatlh and hygiene practices only to name a few. Here is some of the questions we had to answer in the tests for these two modules:

1.  What is customer confidentiality?
     Confidential information that is not allowed to be given out unless the police hae a warrant.

2.  Four types of information that contains customer confidentiality:
    Email address
    Telephone number
    ID number
    Salary

3.  What is the procedure fore reporting any incident?
    Stay calm
    Assess and assist the situation
    Report to supervisor
    Write a report
    Follow up

4.  Four characteristics required of staff to perform successful customer care:
    Politeness
    Promptness
    Respectfulness
    Willingness to assist

5.  Five elements of good personal presentation:
    Clean uniform
    Good posture
    Clean and neat appearance
    Good body language, be patient
    Responsible hygienically

6. What are five appropriate health and hygiene practices?
    Balanced diet
    Relaxation
    Sufficient sleep
    Personal hygiene
    Good ue of leisure time

7. What is the difference between verbal and non verbal communication?
    Verbal - talking face to face or on the phone with guests/staff
    Non verbal - communication by email and your body language

8. Five benefits of effective and efficient working methods
    Customer satisfaction
    Word of mouth factor
    Increase in sales
    Increase in profit
   Good compny reputation

9. Five examples of a professional attitude:
    Self organized
    Follow instructions correctly
   Clean and neat appearance
   Good body language
    Always on time and work hard

10.Identify 3 basic elements of good teamwork:
     Good communication
     Organized
     Co-operation

This week me and my teammates had a few chances to work in the laundry and chemical store rooms. In the laundry we learned how they work. When the soiled linen comes in it is packed in blue bags. After it is washed the linen gets ironed with the industrial iron. I ironed a few pillowcases, flat sheets and fitted sheets with this industrial iron and it was so much easier than normal ironing!

 In the chemical store room we helped Lukie devide the chemicals into smaller bottles so it can go to the team leaders and/ cleaners when they go to clean the chalets and makhato's. The different chemicals include swish, descaler, carpet shampoo etc.

Tonight my group will have our 2nd customer service where we go out to the chalets and make sure the guests are happy and if everything was cleaned properly and take down any complaints if they may have.

Looking forward to this weekends working experience and what next week holds in store!