View Unit : Customer Service in the Hospitality Industry

Unit

Unit Reference Number

J/502/4898

Qualification Framework

QCF

Title

Customer Service in the Hospitality Industry

Unit Level

Level 1

Unit Sub Level

None

Guided Learning Hours

Unit Credit Value

Date of Withdrawal

SSAs

7.4 Hospitality and Catering

Unit Grading Structure

Pass

Assessment Guidance

none

Learning Outcomes and Assessment Criteria

Learning Outcome - The learner will:		Assessment Criterion - The learner can:
1	Know the benefits of good customer service	1.1	Outline what good customer service is
		1.2	State the benefits of good customer service
		1.3	Give examples of good service for different customer groups within the industry
2	Be able to communicate with customers in the hospitality environment	2.1	Identify the benefits of good communication
		2.2	State how to deal with routine customer needs
		2.3	Communicate positively in a hospitality environment (to include verbal and non-verbal communication)
3	Know the importance of good personal presentation	3.1	Outline the importance of good personal hygiene and presentation in a hospitality environment
3	Know the importance of good personal presentation	3.2	Identify different dress codes for roles in a hospitality environment

Equivalent Units

There are no equivalences to display.