LESSON PLAN 3 for HOSPITALITY STUDIES GRADE _11_
Date:
Teacher:
Pre-knowledge: Customer relations while providing an
excellent food and beverage service.
Knowledge: Principles and procedures for handling
complaints, different customers.
Skills: Effective communication, conflict management and
resolution.
Values: Professionalism, tolerance and patience
Indigenous knowledge systems: Handling complaints –
imbizo and meetings
Topic: Handling complaints
Learning Outcome 4 - Food and Beverage service
Assessment Standard: 2 Apply the basic principles of customer relations including
customer service, dealing with children, people with special needs, cultural differences,
greeting and seating, bill presentation, acceptance of gratuities, meeting customer needs,
anticipating requests, friendliness, use of names and professional behaviour.
Integration with other LOs in Hospitality Studies:
Integration with other subjects: Tourism 11.4.2 (handling customer complaints)
1
 Teacher activities: Learner activities Resources/LTSM Assessment Time
Content: (Highlight teaching (Indicate homework) strategies
methods) What: (SKVs)
Who:

INTRODUCTION
Teacher requests learners Learners respond to teachers
to give different causes of instructions
complaints that are
common in their families
and ways of solving them.

ACTIVITY 1 ACTIVITY 1  Fact sheet 4 hrs

 Handling complaints Teacher gives learners a Learners work in groups and do the on
Form: Case study/
professionally. case study/scenario on ff. procedures Scenario
 Handling difficult customer complaints  Identify the complaint from from Tool: Memo
customers. (customer complaining the case study/scenario. customer Method: Peers/
 Handling sexual about services received.  Discuss different options of care. Teacher/Self
overtures. Guidelines for questions:- dealing with complaints.  Literature
 Handling unforeseen  Learners should  Analyze, interpret questions on customer
circumstances that can identify the problem. and respond appropriately. relations
affect production e.g  Questions asked Learners then work individually and  Textbooks
electrical failure, should cover each writes a letter of complaint  2008 LPG
equipment failure, different cognitive following correct procedures for
water cuts, injuries, levels, likes and complaining.
fire. dislikes and putting
self in the shoes of
the complainant(use
action verbs)
 Learners should
also give solutions
to the problem.

2
 Teacher should engage
learners in procedures to be
followed when handling
complaints.
Expanded opportunities: Handling students/ family member complaints.

Reflection: Learners’ ability to interact with the case study and to demonstrate their understanding of handling complaints professionally.