Unit Award Scheme

117677 CUSTOMER SERVICE IN THE HOSPITALITY INDUSTRY (UNIT 4)

In successfully completing this unit, the Learner will have		Evidence needed
shown knowledge of
1	what customer service is and why it is important	Student completed work
2	the benefits to the customer and the business when staff provide good customer service	Student completed work
3	how bad customer service can impact on the customers and the organisation	Student completed work
4	why it is important to make a good first impression	Student completed work
5	how one chosen hospitality organisation provides products and services in ways that meet customer needs	Student completed work
6	why it is important to maintain customer confidentiality	Student completed work
7	what should be done in the event of a customer complaint	Student completed work
8	what interpersonal skills are	Student completed work
demonstrated the ability to
9	choose a job role in the hospitality industry and explain when someone in that role would need to use interpersonal skills	Student completed work
shown knowledge of
10	why personal presentation is important to the customer and the employer	Student completed work
demonstrated the ability to
11	research the dress codes for at least two different roles in the hospitality industry	Student completed work
12	visit a hospitality provider and review their customer service	Student completed work
13	show excellent customer service whilst serving others in the school café on at least three occasions.	Summary sheet

All outcomes recorded on an AQA Summary Sheet

Approved 25 August 2022Level - Level One