Giving Customers a Positive Impression in Hospitality

This course will teach employees how to comply with the relevant legislation, understand why organisations have policies and procedures and learn how to communicate information to customers in a friendly manner.

This Giving Customers a Positive Impression course for the hospitality industry provides an overview of key customer service issues in a hospitality setting relevant to all roles within hospitality businesses, such as servers, waiting staff, hosts and more.

Completing this course will help you to meet your legal obligations within the hospitality industry and minimise the risk of bad publicity or legal action through poor quality interactions between staff and customers.

Learners will gain a wider awareness of the following legislation:

• Health and Safety at Work Act 1974
• Data Protection Act 1998
• Equality Act 2010
• Consumer Protection Act 1997
• Sale and Supply of Goods Act 1994

On completion of this course learners will:

• Know how to establish positive relationships with customers
• Identify the importance of correct appearance and behaviour
• Describe the importance of recognising customer needs and expectations
• State the importance of product knowledge when relating to customers
• Identify signs of when a customer is angry or confused.
• Understand why organisations have policies and procedures
• Describe the legal frameworks by which organisations provide goods and services to customers
• State the importance of contractual agreements that customers have with organisations
• State the importance of codes of practice and standards that affect the way products and services are delivered to customers
• Know how to communicate information to customers
• State why there are limits an individual’s responsibilities when dealing with customers
• State the importance of clear, polities and confident communication
• Identify different methods of communication
• Describe when the different methods of communication are

When you’ve completed this online training you will sit an online test and, once successful, you can download your Virtual College certificate.

Lesson Plan

The subjects covered in this module include:

• Introduction
• First impressions
• First impressions count
• Appearance and behaviour – good or bad practice?
• Body language
• Communication – using the phone
• Communication
• Communication – written
• Meeting customer requirements
• Customer
• Services required by user groups
• Responsibilities
• Consequences of not meeting expectations
• Identifying dissatisfied customers
• Dealing with complaints
• Know your products
• Knowing your products and services
• Housekeeping staff
• Bar person
• Food service staff
• Receptionist
• Legal aspects
• Health and safety at work act 1974
• Data protection act 1998
• Equality act 2010
• Consumer legislation
• Sale and supply of goods act 1994
• Contracts
• Codes of practice
• Summary and recap

Target Audience

This course is suitable for anyone working in a hospitality setting.

Duration

Approximately 1-2 hours. The length of time taken depends entirely on how quickly you can study and absorb the material. The course is self-paced with approximately 73 interactive screens with multiple components. You do not have to complete all the training in one session. Your progress will be recorded throughout.

Accreditation

This course is CPD Certified. The CPD logo will be included on your certificate.

Certification

On completion of this course you will be able to print a Virtual College certificate.

Entry Requirements

There are no specific entry requirements for this course.