Introductory Award in Hospitality Customer Service

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.