Certificate in Understanding Excellence in Customer Service for Hospitality

What is this course about?

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.

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Certificate in Understanding Excellence in Customer Service for Hospitality

Start: Available throughout the year.

Certificate in Understanding Excellence in Customer Service for Hospitality

Start: Available throughout the year.

How is it taught

This is a distance learning qualification.

How will I be assessed?

As you work through the learning materials you will have the support of a knowledgeable assessor/tutor who will give you support, advice and guidance on the course content as well as providing robust feedback on the work you complete. Upon successful completion of the course you will be awarded the Certificate in Understanding Excellence in Customer Service for Hospitality


What could I do next?


Other distance learning courses or health related part time qualifications.

Careers


Hotel and accommodation managers and proprietors

Job holders in this unit group plan, organise, direct and co-ordinate the activities and resources of hotels, hostels, lodging homes, holiday camps, holiday flats and chalets, and organise the domestic, catering, and entertainment facilities on passenger ships.

Key Responsibilities

  • Arranges for payment of bills, keeps accounts and ensures adherence to licensing and other statutory regulations.
  • Approves and arranges shipboard entertainment and shore trips and liaises with ship.
  • Ensures physical comfort of residents or passengers and makes special arrangements for children, the elderly and the infirm if required.
  • Determines financial, staffing, material and other short- and long-term needs.
  • Analyses demand and decides on type, standard and cost of services to be offered.

AVERAGE EARNINGS

£21,029

EMPLOYMENT PROJECTIONS

2018 379
2019 390
2020 399

ANNUAL SALARY

£14,144 10%
£16,723 25%
£21,029 50%
£28,850 75%
£38,834 90%

JOB OPPORTUNITIES

29 new openings per year

AVERAGE AGE

16-24 7.59%
25-34 21.33%
35-44 20.95%
45-54 28.91%
55-64 14.56%
65+ 6.62%

QUALIFICATIONS

Level 0 3.67%
Level 1 7.4%
Level 2 19.25%
Level 3 22.21%
Level 4-5 (Higher Education) 15.87%
Level 6 (Bachelors) 23.57%
Level 7 (Masters or equivalent) 7.25%
Level 8 (Doctorate) 0.77%

Restaurant and catering establishment managers and proprietors

Restaurant and catering establishment managers and proprietors plan, direct and co-ordinate the catering services of restaurants, hotels and large-scale catering services within other organisations.

Key Responsibilities

  • Determines staffing, financial, material and other short- and long-term requirements.
  • Checks that supplies are properly used and accounted for to prevent wastage and loss and to keep within budget limit.
  • Plans and arranges food preparation in collaboration with other staff and organises the provision of waiting or counter staff.
  • Verifies that quality of food, beverages and waiting service is as required, that kitchen and dining areas are kept clean and appropriate hygiene standards are maintained in compliance with statutory requirements.
  • Purchases or directs the purchasing of supplies and arranges for preparation of accounts.
  • Discusses customer.
  • Decides on range and quality of meals and beverages to be provided.
  • Plans catering services and directs staff.

AVERAGE EARNINGS

£16,598

EMPLOYMENT PROJECTIONS

2018 1,363
2019 1,379
2020 1,391

ANNUAL SALARY

£11,710 10%
£13,437 25%
£16,598 50%
£20,717 75%
£27,622 90%

JOB OPPORTUNITIES

84 new openings per year

AVERAGE AGE

16-24 16.43%
25-34 33.1%
35-44 22.77%
45-54 16.62%
55-64 9.47%
65+ 1.58%

QUALIFICATIONS

Level 0 8.74%
Level 1 12.28%
Level 2 22.15%
Level 3 24.05%
Level 4-5 (Higher Education) 10.68%
Level 6 (Bachelors) 17.48%
Level 7 (Masters or equivalent) 4.37%
Level 8 (Doctorate) 0.27%

Housekeepers and related occupations

Housekeepers and related workers perform domestic cleaning and other housekeeping tasks within private households, hotels, schools, hostels and other non-private households.

Key Responsibilities

  • Assists employer in washing, dressing, packing and other personal activities.
  • Performs a variety of domestic tasks including food preparation and service, cleaning and laundry.
  • Maintains household records.
  • Controls the purchase and storing of food, cleaning materials, linen and other household supplies.

AVERAGE EARNINGS

£15,704

EMPLOYMENT PROJECTIONS

2018 429
2019 434
2020 438

ANNUAL SALARY

£13,562 10%
£14,290 25%
£15,704 50%
£18,533 75%
£22,027 90%

JOB OPPORTUNITIES

24 new openings per year

AVERAGE AGE

16-24 11.98%
25-34 10.3%
35-44 16.65%
45-54 30.64%
55-64 22.71%
65+ 7.68%

QUALIFICATIONS

Level 0 20.82%
Level 1 21.36%
Level 2 32.64%
Level 3 17.05%
Level 4-5 (Higher Education) 4.98%
Level 6 (Bachelors) 3.15%
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