Problem
Complete the following case study questions by reviewing the information provided and apply your skills and knowledge to enhance the quality of customer service in your role as Duty Manager.
• What extras, add on or tailored products or services will you offer and provide to enhance the customer service experience based on the customer profile (SITXCCS007_AE_KN_SR1) and reservation information (Appendix 1) for Mr Milligan?
• Based on Mr Milligan's preferences as identified in his profile and reservation, prepare an email using the Hospitality Co-operative e-mail template, offering the promotional products and services you anticipate would be of interest to Mr Milligan.
Mr Milligan has contacted you and accepted the promotional offer. However, he informs you that his wife is a gluten intolerant and is unable to have normal birthday cake, though his son loves chocolate cake. Mr Milligan also has asked for yellow and blue balloons for his son's 9th birthday with the children's menu.
A. Decide on two alternative products that you would offer Mr Milligan, and outline how you would explain these options to him so he can make an informed choice for this birthday celebration.
Mr Milligan has accepted a gluten free option for the birthday cake.
B. Prior to the date of the reservation for Mr Milligan, what do you need to organise and who do you need to liaise with?
C. As the Duty Manager, explain what you are to discuss at the team briefing prior to service regarding this guest's reservation.
D. Prior to Mr Milligan's party arrival, what actions must you undertake to ensure that all the special requirements are ready?