Course Content

  • Knowledge – Recognise customer profiles in hospitality and how customers have different needs; know the business vision and values, its main competitors, how it fits into the wider hospitality industry and how own area of work contributes to achieving business targets
  • Skills – Use clear and engaging communication to establish a good rapport with customers and ask relevant questions to determine their needs; perform activities to positively promote business/brand standards; support team members to ensure that the products and services delivered are of a high quality
  • Behaviours – Proactively support the reputation of the business and be aware of how it compares with its competitors; take a friendly and outgoing approach and enjoy talking and interacting with others; take feedback from customers seriously and actively improve own customer service in line with business/brand standards

Downloadable content