An introduction to customer service in the Hospitality Industry
Unit summary
The purpose of this unit is to enable learners to understand that customer service is the backbone of the Hospitality industry. Working with a range of customers provides opportunities for learners to develop the personal skills which are highly regarded in the Hospitality industry and are transferable to other industries, used on a daily basis in a variety of situations, when dealing with a range of people.
Unit details
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07 Retail and Commercial Enterprise
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07.4
Hospitality and Catering
Task-based controlled assessment
| Learning Outcome |
Assessment Criteria |
| 1. Understand the importance of customer services to hospitality establishments. |
a explain the importance of good customer service from different perspectives. |
| 2. Know how hospitality establishments provide customer service |
a identify the basic elements of good customer service in hospitality
b. describe the range of customer services delivered by different hospitality establishments
c. identify basic legal requirements related to customer service in hospitality
d. identify the areas of personal customer service responsibility necessary for working in hospitality. |
| 3. Be able to provide customer service in the hospitality industry . |
a present and maintain a professional image toward customers and colleagues in hospitality environments, managing their emotions to maintain good relations
b. communicate effectively with customers and colleagues in different roles and situations, responding positively to feedback
c. adapt behaviour to different situations
d. take responsibility for following customer service procedures
e. review performance in delivery of customer service. |