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Giving Customers a Positive Impression in Hospitality

Hospitality Suite: Giving Customers a Positive Impression

Course Overview

Format

Intermediate
1-2 Study Hours
Online Study
Self-Printed Certificate

Accreditation

1-2 CPD Hours
CPD Certified

Course description

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.

You will learn

First impressions count

Appearance and behaviour – good or bad practice?

Meeting customer requirements

Knowing your products and services

Legal aspects

Who is it for?

Roles including:

Anyone working in a hospitality based role that involves interacting with customers, including both service and management roles

To provide better customer service in hospitality environments such as hotels, restaurants, takeaways, cafes, bars, fast food outlets and others

The course can be used either as Induction, Awareness, Refresher or Foundation Training, making it a highly flexible choice which doesn't disrupt your day to day operations

How the online courses work

Find a course

To begin searching for your online training you can click on the course category section on our website and browse through all of our training categories.
Alternatively if you already know the title of the training you’re looking for you can use the search bar located in the centre of the homepage and go directly to the course you want.
Buy the course

When buying one of our courses, you will need to enter a valid email address which will be used to create your account with our Learning Management System – Enable – where you will take the training. We will also send your purchase receipt to this email address, and any additional courses purchased in future using the same email address will be added to your system account.
Once you have purchased a course, you will be able to send this course to other people using your system account with Enable by entering the new learner’s email address so that they may access the training and set up their own system account with our Learning Management System.
If you are not 100% satisfied with your course then we offer a 30-day, no hassle money-back guarantee. To request a refund, you should email our learner support team with your receipt stating why you would like to be reimbursed. You, or your learners, must not have completed the training in order to make a valid refund claim. Any claim made after the training has been completed will be invalidated.
Take the course

This online course consists of a series of pages in which an instructor will talk learners through the lesson material. Pages may include supporting pictures, graphs, animation or extra sounds to help with the learning where appropriate. Some lessons will include challenges/quizzes to help learners stay engaged and interested in the material. Lessons can be taken in any order and each lesson may be paused and resumed at any stage.
The course is self-paced so learners decide how fast or slow the training goes. There is no deadline for completion but some of our courses have a test at the end to check that learners have understood the material. If the course has a test at the end then learners are required to achieve a 75% pass mark to successfully complete the course. Once learners have passed the test they are awarded a certificate, which can either be downloaded digitally or sent as a physical copy if this option was chosen when purchasing the course.
Your Certificate

Upon completion of any of our courses, learners will be able to download a digital certificate from Virtual College which will include the accrediting bodies logo where applicable, the learner's name, the title of the course and the date of completion.
If you have purchased the posted certificate option, available on selected courses, a high quality, seal embossed, certificate will be sent out the following working week after completion.