Customer Service in the Hospitality Industry

Overview

Framework:
RQF
Level:
Level 1
Unit No:
L/652/0270
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.

    1.1: Good customer service, for example:

    • meeting customer needs
    • positive communication
    • quick responses
    • professional behaviour
  • 1.2

    State the benefits of good customer service.

    1.2: Benefits of good customer service, for example:

    • customer satisfaction
    • repeat business
    • positive reviews
    • increased profits
    • staff morale

  • 1.3

    Give examples of good service for different customer groups within the industry.

  • 1.4

    Give examples of how digital services can benefit the customer service experience.

2

Be able to communicate with customers in the hospitality environment.

Assessment Criteria

  • 2.1

    Identify the benefits of good communication.

    2.1: Benefits of good communication, for example:

    • customer satisfaction
    • problem solving
    • building trust
    • avoiding misunderstandings
    • improved teamwork

  • 2.2

    State how to deal with routine customer needs.

    2.2: How to deal with routine customer needs, for example:

    • listen carefully
    • provide accurate information
    • offer assistance
    • be friendly and polite
    • check satisfaction

  • 2.3

    Communicate positively in a hospitality environment (to include verbal and non-verbal communication).

    2.3: Communicate positively in a hospitality environment, for example:

    verbal communication:


    • use polite language
    • speak clearly and at an appropriate volume
    • use positive words

    non-verbal communication:


    • smile to show friendliness
    • maintain eye contact to show attentiveness
    • use open body language (for example, relaxed posture, no crossed arms)
    • nod to show understanding during conversations
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.

    3.1: Importance of good personal hygiene and presentation, for example:

    • customer trust
    • health and safety
    • professional image
    • compliance

  • 3.2

    Identify different dress codes for roles in a hospitality environment.