Customer service skills for the hospitality industry
Unit summary
The purpose of this unit is to develop learners’ knowledge and skills in relation to the key role of customer service within the Hospitality Industry. Learners will understand that customer service is central to the ‘people’ focussed hospitality industry and that it plays a critical role in the success of a business. They will also learn how customer service is delivered in the Hospitality Industry, the effect of good customer service and how it is monitored and managed at different levels.
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. Know the methods, procedures and principles of delivering and measuring customer service in the hospitality industry |
a. describe the range of methods and procedures used within hospitality to deliver good customer service
b. describe the methods of monitoring and measuring customer service. |
| 2. Understand the different service levels within hospitality for both internal and external customers |
a. describe how colleagues and teams function as internal customers
b. compare the different levels of service that exist in hospitality establishments for both internal and external customers by asking relevant questions. |
| 3. Understand the importance of brand standards and the effects of good customer service and effective complaint handling |
a. explain the importance of brand standards to hospitality by examining them from different perspectives
b. explain the effects of good customer service on hospitality businesses
c. describe how complaints are handled and problems are resolved in hospitality businesses. |
| 4. Be able to carry out customer service as an effective team member |
a. demonstrate appropriate and adaptable conduct and communication as an effective team member in customer
service situations
b. present self professionally and communicate with customers and colleagues in a positive manner, managing emotions to maintain good relations
c. provide effective customer service by interpreting customer needs in a range of different situations
d. demonstrate personal responsibility, initiative and creativity when dealing with customers, responding positively and seeking advice and support when needed. |