- Unit 1: Develop customer service skills
In this introductory unit, you’ll explore essential customer service concepts and uncover the benefits and importance of good customer service in the hospitality industry.
- Unit 2: Customer service in the hospitality industry
In Unit 2, you’ll outline what constitutes good customer service, and explore examples of how to provide an excellent customer experience depending on your customer. In addition, you’ll develop techniques for ensuring positive customer communication.
- Unit 3: Introduction to the catering and hospitality industry
During this unit, you’ll explore the different sectors of the catering and hospitality industry. You’ll find out about the various types of hospitality and catering establishments, their main features, and the various job roles available to you. Plus, you’ll learn about the relevant qualifications, training and experience required to work within this exciting sector.
- Unit 4: Maintenance of a safe, hygienic and secure working environment
You’ll discover how to maintain personal health and hygiene in a safe and secure working environment. You’ll learn about proper workwear in the hospitality industry and how to identify any potential health and safety hazards and deal with them correctly.
- Unit 5: Working as part of a team
Understand the different characteristics in a good team and recognise how each of these helps improve team performance. Know your own strengths in a team and recognise the strength of others. Be able to set goals and be supportive of others and respect their views. Review your own performance in a team and identify if there are ways in which you can improve on this.