City and Guilds Introductory Certificate in Hospitality Customer Service

City and Guilds Introductory Certificate in Hospitality Customer Service

About the Course
Study Mode
Short Course

Introduction The qualification is designed to develop the skills of learners that are interested in entering or are already in a customer service position in a hospitality setting.
On completion of this qualification learners will be able to:

· Demonstrate an understanding of the importance of the provision of good customer service in the hospitality sector, including hotels, pubs, restaurants, guest houses, fast food outlets
· Identify customer and organisational 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
· Recognise 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

Key Objectives This qualification aims to develop the learner's knowledge of the key areas that are required to promote and support good customer service. It can also contribute to the development of key skills in communication, working with others, and problem solving.

Duration 10 hours