Course Overview
This qualification aims to develop the learner’s knowledge of
the key areas that are required to promote and support good customer
service in the hospitality sector. It can also contribute to the development of key skills in
communication, working with others, and problem solving.
Learning Outcomes
• Demonstrate an understanding of the importance of the provision of
good customer service in the hospitality sector, including hotels,
pubs, restaurants, guest houses and fast food outlets.
• Identify customer and organizational needs and expectations in
respect of hospitality service levels delivered in all businesses.
• Describe the differences between strong and weak customer care,
within the hospitality industry, particularly relating to a
professional image, communication skills and complaint handling.
• Recognize how to present a professional image within the
hospitality sector and identify techniques for communicating
positively and effectively with customers, including verbal and
non-verbal communications.
• Identify the techniques used to handle customer complaints
appropriately within the hospitality sector.
Course Benefits
• Improved job
satisfaction in your customer care role.
• Increased confidence when communicating with customers.
• Enhanced future opportunities to develop your career and gain
qualifications within the hospitality industry.
International
Curriculum
City & Guilds Delegate
Workbook
Qualification Exam
All learners who
successfully complete the assessment exam will be awarded the City &
Guilds International Introductory Award in Hospitality Customer Service.
About City & Guilds
Established 125 years
ago, City & Guilds is the leading vocational awarding body in the
UK, awarding almost 50% of all National Vocational Qualifications,
and awards over 1,000,000 certificates every year. As the only major
awarding body solely dedicated to vocational learning, City & Guilds
offers companies worldwide a recognized skills benchmark.
Course Outline
Section 1 : Introduction to Customer Service
1.1 Outline
knowledge of basic principles - maintaining good customer service at
all times; treating all customers with respect; identifying and
meeting customer needs; providing the service expected by the
hospitality organization.
1.2 Understanding why customer service is important to the
hospitality sector and to you – it helps to make hospitality
organizations successful, generates repeat business, assists profit
and growth.
1.3 Identifying external and internal customers and their importance
to the hospitality sector.
1.4 Appreciate the drawbacks of not serving internal and external
customers effectively, eg poor reputation, loss of business, loss of
profit, loss of jobs.
1.5 Overview of
your own role in customer service. Including, your own and the
hospitality organization's image, meeting legal obligations,
practicing good communication skills and solving problems
appropriately.
1.6 Identifying the typical needs and expectations of hospitality
customers and the difficulties in meeting these needs in typical
hospitality situations.
1.7 Gaining insight into employer and employee responsibilities in
relation to achieving a hygienic, safe and healthy environment for
customers, including an understanding of the local health and safety
legislation.
At the end of this section candidates should be able to:
• Describe customer service within the hospitality sector.
• Explain why customer service is important to the success of
hospitality organizations.
• Identify who their customers are within the hospitality sector.
• Identify the drawbacks of poor customer service within the
hospitality sector.
• Explain how to promote good service within hospitality.
• Demonstrate an understanding of customer service needs and
expectations relating to the hospitality sector.
Section 2 : Effective
Communications
2.1 Consider the impact
upon the hospitality customer and the organization of effective and
ineffective communications – ie confusion and misunderstanding,
annoyed and unhappy customers, loss of business, loss of profit.
2.2 Explain the importance of listening to hospitality customers and
how to demonstrate to customers that you are taking notice of what
they say.
2.3 Provide an overview of the use of some non-verbal techniques
such as use of eye movements, gestures including the use of body,
face and hands, facial expressions, physical evidence ie appearance.
2.4 Show an awareness of the use of tone of voice and expression
when dealing with hospitality customers. For example, how to use the
tone of your voice to the best advantage – avoiding using raised
voices, harsh tones and high pitched voice.
2.5 Provide an insight into how to use verbal and non-verbal
communications whilst on the telephone.
At the end of this section candidates should be able to:
• Demonstrate some understanding of the importance of developing
effective communication.
• Describe the effects of ineffective or inappropriate
communication.
• Start to apply a range of verbal and non-verbal communication and
telephone techniques.
Section 3 : Presenting
a Positive Professional Image
3.1 Explain the
importance of portraying a ‘positive and professional’ image in the
hospitality context of customer service - the impact of the way we
speak, dress, deal with people.
3.2 Explain why it is necessary to deal with hospitality customers
promptly and politely and how in doing so it aids the perception of
good customer service.
3.3 Demonstrate an
awareness of the importance of using verbal and non-verbal
communications in developing a positive and professional image to
instill confidence in the customer.
3.4 Explain the importance of allowing customers personal space
whilst serving them - the negative effect of overpowering the
customer.
At the end of this
section candidates should be able to:
• Explain the importance of ‘first impressions’ within hospitality.
• Explain the importance of presenting a positive attitude and
professional image within the hospitality sector.
• Identify some of the appropriate verbal and non-verbal
communication methods to be used in different hospitality customer
situations.
• Demonstrate an understanding of the need for personal space within
the hospitality sector.
Section 4 : Handling Customer Complaints
4.1 Identify a broad
range of reasons why hospitality customers complain eg poor food,
dirty rooms, no bed linen, poor levels of service, time delays,
rudeness, service not meeting expectations.
4.2 Demonstrate the importance of listening to the complaint and not
making early judgments.
4.3 Appreciate the
benefits of receiving hospitality customer complaints, in terms of
supporting efforts for continuous improvement within the business.
4.4 Explain how to avoid
the use of defensive behavior in stressful hospitality-based
situations.
4.5 Demonstrate an
understanding of how to gain support and assistance from
line-managers when handling complaints.
4.6 An overview of
various techniques of handling complaints positively, including
consultation /listening, discussing proposed actions, keeping
customers informed of actions/timings and ensuring that complaints
are resolved satisfactorily.
4.7 The role of customer
service departments in supporting the customer service process.
At the end of this
section candidates should be able to:
• Explain why customers complain in the hospitality sector.
• Appreciate the benefits of receiving customer complaints in
improving customer service.
• Demonstrate an understanding of the techniques involved in
handling difficult hospitality customer situations.
• Explain ways of handling complaints positively.