NCFE Level 2 Certificate in Understanding Excellence in Customer Service for Hospitality
Description
This set of units provides a comprehensive overview of essential skills and knowledge for customer service in the hospitality sector. Learners will explore different customer types and their expectations, effective communication, and handling complaints and feedback. They will also delve into teamwork dynamics, personal development, and the relevant legislation covering food hygiene, allergy and intolerance management, diversity and equality, health and safety, safeguarding, and data protection. Additionally, the course covers the importance of first impressions, personal presentation, and professional behaviour in shaping customer perceptions and enhancing the hospitality experience.
Course Content
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.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.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.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.