Customer Service in the Hospitality Industry

Overview

Framework:
RQF
Level:
Level 1
Unit No:
J/502/4898
Credits:
3
Guided learning hours:
20 hours

Assessment Guidance

none

Unit Learning Outcomes

1

Know the benefits of good customer service

Assessment Criteria

  • 1.1
    Outline what good customer service is
  • 1.2
    State the benefits of good customer service
  • 1.3
    Give examples of good service for different customer groups within the industry
2

Be able to communicate with customers in the hospitality environment

Assessment Criteria

  • 2.1
    Identify the benefits of good communication
  • 2.2
    State how to deal with routine customer needs
  • 2.3
    Communicate positively in a hospitality environment (to include verbal and non-verbal communication)
3

Know the importance of good personal presentation

Assessment Criteria

  • 3.1
    Outline the importance of good personal hygiene and presentation in a hospitality environment
  • 3.2
    Identify different dress codes for roles in a hospitality environment