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7.1 Study the information below and answer the questions that follow - NSC Tourism - Question 7 - 2020 - Paper 1
Question 7
7.1 Study the information below and answer the questions that follow. SERVICE ON TRACK The waitrons below are employed by Exquisite Rail Luxury Train Company in So... show full transcript
Worked Solution & Example Answer:7.1 Study the information below and answer the questions that follow - NSC Tourism - Question 7 - 2020 - Paper 1
Step 1
7.1.1 In the picture, identify TWO ways in which the waitrons display professionalism in the workplace.
Answer
The waitrons display professionalism in the following ways:
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Appearance: Both waitrons are well-groomed, with clean-shaven faces and a neat, tidy dress code as prescribed by their employer. This presents a polished and professional image to the guests.
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Service Skills: They demonstrate a friendly demeanor by maintaining eye contact with guests, suggesting an engagement in providing quality service. Additionally, both waitrons are seen using a tray to serve drinks, which is a standard practice that reflects their training and competency in the role.
Step 2
7.1.2 Explain ONE reason why the employees feel entitled to a uniform allowance.
Answer
The employees feel entitled to a uniform allowance because the dress code is part of their contractual agreement. It ensures they maintain a professional look while possibly incurring personal costs for uniforms. Since they are required to wear specific attire that reflects the company’s image, they believe they should receive financial support to help cover the costs of maintaining their uniforms, especially if their employer expects them to adhere to this standard.
Step 3
Step 4
7.2.2 Explain ONE reason why Exquisite Rail conducts this type of training.
Answer
Exquisite Rail conducts this type of training to ensure that all crew members uphold the established service standards. The constant up-skilling and reinforcement of the do's and don'ts are critical for maintaining professionalism and delivering exceptional customer service, which is essential in the luxury hospitality industry.
Step 5
7.2.3 Identify TWO examples of behaviour in the dialogue that would be a violation of the code of conduct.
Answer
Two examples of behavior that would violate the code of conduct are:
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Arguing with a Guest: The trainer explicitly states that a crew member should never argue with a guest, indicating that handling disputes respectfully and professionally is crucial.
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Inviting Guests to Crew Quarters: The advice against inviting guests into crew quarters reflects the importance of maintaining professional boundaries, highlighted as a violation to avoid socializing with guests.