Caterer Client Relations N5 — Memo
June 2021 — N5 — Caterer Client Relations
N5
2021
Nated Hospitality
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Q1— Section header —
1.1.10
1.2.10False False True True True True True False True
1.3.10
1.4.10Protocol Supplier Interview Defence mechanism Technical ability Denotation Tact Stress Kinesics
Q2— Section header —
2.1.1Complaints will be solved timeously. The c ustomer needs will be clearly communicated. Customers will be satisfied (Any applicable answers\ (2\
2.1.2The n eeds of the customer are establish timeously. Attention is given to the customer. The c ustomer feels important. E.g. maintaining good eye contact when interacting with customers.
2.3.1A grievance procedure (2\
2.3.2
2.4People involved in the planning should understand and accept the plans. Planning should be implemented throughout the enterprise. Plans should indicate the methods and procedures to achieve set goals.
2.5.1Responsibility (3\
2.5.2Choose the right person to whom to delegate the task. Clarify the desired results. Clearly define the employee responsibility and authority. Establish a follow procedure Give f
2.6Helpfulness Loyalty Adaptability Femininity/ Masculinity Good manners Initiative Tact Punctuality
2.7.1Fax message Telephone message Minutes Notice Agenda (2\
2.7.2Face face interaction Telephone conversation Interview (2\
2.8Direct observation Changes in behaviour Voluntary comments in mass media (4\
2.9.1Evaluation means carefully collecting and analysing information in order to make a decision . It is closely related to performance management
2.9.2Verbal communication involves the use of words in speaking, listening writing.
2.9.3
2.10Objects Symbols (1\ [50]50
Q3— Section header —
3.1Establish the problem with your self image Measure your current image against the company image standard to ensure you are compliant. Aim for a positive outlook on life. Pat yourself
3.2Exercise regularly. Follow a sensible health y and balance d diet Take leave regularly.
3.3Smile when talking on the phone. Always identify your establishment before engaging with the customer. Listen attentively and do not interrupt while the customer is speaking. Direct calls to the relevant person as soon as possible.
3.4Sir (2\
3.5Use antiperspirants or deodorants. Apply make up neatly and subtly. No tattoos should be visible Wear clean, ironed uniform.
3.6.1Ethnocentricity is believing that the culture you belong to is superior to other cultures
3.6.2Perception is the mental idea or picture you form when encountering something new.
3.6.3Stereotyping is when you associate a negative trait with a person, just because that person belongs to a certain group.
3.6.4Discrimination is unjust treatment of people belonging to certain groups . For example, if as non Jew you prefer not to organise tours to Israel or you do
3.7
3.8.1To encourage action (3\
3.8.2The message should be taken down concisely in shorthand or in clear sentences. It should contain all the necessary information and the message should reach the right person as soon as possible. Do not sign the form
3.9.1uotation is written communication sent by the establishment to the prospective client in response to his/her needs , indicating the cost of the service
3.9.2elephone message is the information written down to be passed to someone else. The person answering the phone takes the message.
3.9.3elegram is an example of a core message is used as a quick and efficient method of conveying a message.
3.9.4usiness letter is a formal message that is written down or printed It is usually directed to company with subject line
3.9.5
Q4— Section header —
4.1Intension and purpose of the correspondence Target and udience with whom we want to communicate Time and period when we communicate Place and platform
4.2
4.9Language Content Style Technical aspects (6\
4.10.1Interpersonal skills are also called human skills and involve the ability to work with people.
4.10.250
Topics Identified
2
Forms of OwnershipLeadership
Mark Allocation
Sections50 + 50 + 50 + 50 = 200 marks
Paper information
TitleMemo
SubjectCaterer Client Relations
LevelN5
Document typeNated Hospitality
Year2021
MonthJune
Pages9
Downloads5
Examination context
Decade2020s
Years ago5y
SeasonWinter (SH)
Start dayTuesday
Exam periodJune 2021
Days since exam1,958
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