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Qualification Details

Level 1 Customer Service in Hospitality – Service Excellence

Program Overview

This level would provide students with a basic understanding of the importance of service excellence in the hospitality industry. Students would learn about the different ways to create a positive customer experience, such as being friendly and helpful, anticipating customer needs, and resolving customer complaints. They would also learn about how to measure customer satisfaction.
    Module 1: The Importance of Customer Service in Hospitality
  • Understand the importance of customer service in the hospitality industry.
  • Identify the different types of customers and their needs.
  • Explain how customer service can impact the bottom line of a hospitality business.
    Module 2: The Elements of Excellent Customer Service
  • Understand the different elements of excellent customer service.
  • Demonstrate the ability to provide excellent customer service.
  • Identify the different ways to exceed customer expectations.
    Module 3: How to Build Relationships with Guests
  • Understand the importance of building relationships with guests.
  • Demonstrate the ability to build rapport with guests.
  • Identify the different ways to make guests feel welcome and appreciated.
    Module 4: How to Handle Customer Complaints
  • Understand the importance of handling customer complaints effectively.
  • Demonstrate the ability to resolve customer complaints in a timely and satisfactory manner.
  • Identify the different ways to turn a customer complaint into a positive experience.
    Module 5: How to Create a Culture of Service Excellence
  • Understand the importance of creating a culture of service excellence.
  • Demonstrate the ability to lead and manage a team that provides excellent customer service.
  • Identify the different ways to create a positive and welcoming environment for guests.
    Module 6: Guest Satisfaction Measurement and Improvement
  • Understand the importance of measuring guest satisfaction.
  • Demonstrate the ability to collect and analyze guest satisfaction data.
  • Identify the different ways to improve guest satisfaction.
  • High school or equivalent
  • Strong communication and interpersonal skills
  • Interest in the course topic
  • Good level of English
100 GLH