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Certificate in Understanding Excellence in Customer Service for Hospitality

Course Overview

This qualification is designed for learners who are looking to enter, or progress within, employment in the hospitality sector. It will enable learners to develop knowledge and understanding of excellence in customer service for the hospitality sector.

Key Information

Course Length

Learning Method(s)
Online materials
Online assessment

For Individuals

Funded Course
Yes

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Unit 01: Principles of customer service in the hospitality sector.

In this unit learners will look at different customer types and their expectations. They’ll also cover how to communicate effectively, how to deal with complaints and feedback, and policies and procedures to support consistent customer service.

Unit 02: Understand effective teamwork in the hospitality sector.

This unit covers effective teamwork and how it can support customer service in hospitality. Learners will also look at their own personal development.

Unit 03: Understand legislation and guidance relevant to the hospitality sector.

This unit covers legislation and guidance relevant to customer service in the hospitality sector including:

  • Food hygiene
  • Food allergy and intolerance
  • Diversity and equality
  • Health and safety
  • Safeguarding
  • Data protection

Unit 04: Understand professional personal standards in the hospitality sector.

This unit covers first impressions and the importance of personal presentation, as well as the impact that behaviour can have on customers and their impression of the hospitality organisation.