Importance of customer service in hospitality
Unit summary
The purpose of this unit is to extend the learners’ understanding and skills in the provision of effective customer service, both front and back of house, and its effect upon the business through use of customer service standards and policies, customer feedback monitoring and evaluation.
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 service to hospitality establishments |
a describe the range of customer service in hospitality establishments
b explain the impact of positive and negative customer service on the financial and commercial success of a hospitality business |
| 2 Know how customer care standards and policies are used in hospitality establishments |
a explain customer care standards
b describe the components of customer care policies
c describe how customer care standards and policies differ from one hospitality establishment to another |
| 3 Understand how customer feedback is used to improve customer service |
a identify methods used to collect customer feedback
b explain how customer feedback is used to improve customer service
c describe how levels of customer service are measured |
| 4 Be able to provide customer service to meet customer care standards and policies |
a demonstrate effective use of customer service
b collect customer feedback using an appropriate survey method |
| 5 Be able to evaluate customer service and recommendations for improvements |
a measure and evaluate the effectiveness of customer service
b evaluate experiences of customer service and set goals to make recommendations for improvement |