Certificate in Understanding Excellence in Customer Service for Hospitality

Unit 01 Principles of customer service in the hospitality sector

In this unit, learners will look at different customer types and their expectations. They’ll also cover how to communicate effectively, how to deal with complaints and feedback, and policies and procedures to support consistent customer service.

Unit 02 Understand effective teamwork in the hospitality sector

This unit covers effective teamwork and how it can support customer service in hospitality. Learners will also look at their own personal development.

Unit 03 Understand legislation and guidance relevant to the hospitality sector

This unit covers legislation and guidance relevant to customer service in the hospitality sector, including food hygiene, food allergy and intolerance, diversity and equality, health and safety, safeguarding, data protection.

Unit 04 Understand professional personal standards in the hospitality sector

This unit covers first impressions and the importance of personal presentation, as well as the impact that behaviour can have on customers and their impression of the hospitality organisation.