THE IMAGE OF THE COMPANY
PRODUCT PACKAGING
THE IMAGE OF THE COMPANY
CUSTOMER SERVICE POLICIES
Customer service policy
Covers:
INTERACTION WITH CUSTOMERS
COMMUNICATION SKILLS
CONDITIONS OF EMPLOYMENT
REFERS TO THIS:
Basic Conditions of Employment Act (No 75 of 1997)
The Act regulates the following employment conditions:
Professional image in the tourism industry
THE IMAGE OF THE STAFF
Uniform Allowance
PERSONAL HYGIENE & GROOMING
Grooming refers to the things that people do to keep themselves clean and make their face, hair, and skin look nice.
Employment Contract
BY ALISON DOYLE | Updated January 06, 2020
What is an employment contract, and how does having an employment agreement impact your status as an employee?
An employment contract is a signed agreement between an individual employee and an employer or a labor union. It establishes both the rights and responsibilities of the two parties: the worker and the company.
Review information on what to expect when you're asked to sign a contract, other types of agreements that cover employees in the workplace, and the pros and cons of contracts.
PROFESSIONAL APPEARANCE
Normal working hours
Flight Attendant
FRINGE BENEFITS
BCEA (Leave I)
BCEA (Leave II)
Annual leave
JOB DESCRIPTIONS
CORE DUTIES
BCEA (Leave III)
Sick leave
BCEA (Leave III)
Family responsibility leave
SERVICE ETHICS
ETHICS AND ETHICAL BEHAVORIAL
Ethics
ACTIVITY 1:
QUESTION 7
Study the pictures of employees at a travel agency below and answer the questions that follow.
7.1 Explain the importance of a code of conduct at a travel agency.
7.2 Discuss TWO ways in which the unprofessional behaviour of the staff members in the pictures above can impact negatively on the work ethics of
the other staff members at the travel agency with regard to:
7.2.1 Harassment
7.2.2 Laziness
7.3 Explain TWO ways in which the employer can deal effectively with the above cases of unprofessional behaviour to ensure productivity at the travel agency.[14]
7.2 Study the advertisement below and answer the questions that follow.
ACTIVITY 2:
Study the information below and answer the questions that follow.
7.1 Good communication is a key consideration for businesses when it comes to maintaining a professional image.
The manager of the A1 Hotel received an e-mail in which a hotel guest complained about the poor work ethic of some of the staff members at the hotel and the lack of good service delivery.
MANAGER'S RESPONSE TO THE COMPLAINT
7.2.1 Refer to the advertisement above, name TWO values expected from the person applying for this position. (2)
7.2.2 Name TWO communication skills that are required for this position. (2) [14]
7.1.1 Name the document employees have to sign when accepting a position in the hospitality industry.
7.1.2 Explain why the owner of this hotel can take disciplinary action against the manager after seeing the e-mail above.
7.1.3 Explain ONE reason why the hotel's slogan ' We put you first' will be included in the hotel's customer feedback policy.
7.1.4 The manager of the A1 Hotel has poor business writing skills.
ACTIVITY 3:
7.1 Refer to the extract from the website of South African National Parks below and answer the questions that follow.
Choose an item from the extract that matches a description below. Write only the question number (7.1.1-7.1.4) and the letter (A-D) in the ANSWER BOOK, for example 7.1.5 E.
7.1.1 The logo of South African National Parks (1)
7.1.2 ONE aim of South African National Parks (1)
7.1.3 Information on South African National Parks (1)
7.1.4 Availability of accommodation at South African National Parks (1)
7.2 Study the photograph below and answer the questions that follow.
7.2.1 State TWO aspects of Nkosi Xaba's dress code that show the professional image of South African National Parks (SANParks). (2)
7.2.2 Refer to Nkosi's words in the speech bubble.
Discuss ONE way in which routine patrols show that SANParks has an environmental policy in place.
ACTIVITY 5
Study the brand images of companies below and answer the questions that follow.
The professional image of a company is more than just a recognisable and trustworthy brand. It is portrayed (shown) in many ways other than the physical appearance of the buildings and the staff."
7.1 Identify TWO tourism companies above where the staff must have excellent telephone skills and e-mail writing skills when making transport bookings.(2)
7.2 Give ONE reason for your choice in QUESTION 7.1 (2)
7.3 List FOUR elements that must appear on the letterhead of Sunset Air that will project a professional image. (4)
7.4 Give ONE example of how the companies in QUESTION 7.1 may improve their e-mail writing skills to promote their professional image. (2) [10]
ACTIVITY 4:
Study the picture below and answer the questions that follow.
7.1 Identify the tourism industry sector shown in the picture.(2)
7.2 Explain the importance of personal appearance in the sector identified in QUESTION 7.1. (2)
7.3 The employee in the picture above does not comply with the code of conduct of the Palms Hotel. Identify THREE examples of unprofessional appearance/conduct by the employee in the picture. (6)
7.4 Suggest THREE intervention strategies to management that will improve this employee's conduct. (6) [16]