Overview
- CPD Assured – Assured by the CPD Certification Service
- Expert-Designed Content – Developed by our in-house subject matter experts
- Interactive Learning – Engaging activities and interactions help reinforce key learning
- Focused, Effective Learning – Course content is structured to make learning clear, relevant and efficient
- Quick to Complete – Most learners finish in approximately 90 minutes
- Learn on Any Device – Access the course on a PC, tablet or smartphone
- 24/7 Access – Access the course and management dashboard at any time
- 100% Online – Complete the course and final assessment online
- Free Assessment Retake – Retake the final assessment at no additional cost if needed
- Instant Certificate – Download your course certificate on successful completion
- Verifiable Certificates – Certificates can be checked using our online Certificate Checker
- Monitor Learner Progress – Use the dashboard to track course completion
- No Hidden Charges – All course fees are included
Aim
The aim of this course is to equip learners with the knowledge and practical skills needed to deliver professional, consistent, and customer-focused service in hospitality. It supports learners to understand customer needs and expectations, communicate effectively, manage requests and complaints, work well with colleagues, and create positive experiences throughout the customer journey.
Learning outcomes
By the end of the course, learners should understand how to:
- Explain the importance of customer service in hospitality and how it influences customer satisfaction, loyalty, reputation, and business success.
- Describe the customer experience and recognise the key stages of the customer journey before, during, and after a hospitality service.
- Identify different customer needs, expectations, emotions, and situations and adapt their approach appropriately.
- Apply professional standards and create positive first impressions through their behaviour, presentation, and attitude.
- Communicate professionally using verbal, non-verbal, telephone, digital, and active listening skills.
- Handle customer requests clearly, accurately, and professionally while managing expectations and maintaining attention to detail.
- Deliver consistent, customer-focused service and recognise opportunities to create positive and memorable experiences.
- Respond calmly and professionally to complaints and challenging situations using a structured approach to reach fair and appropriate solutions.
- Recognise when an issue should be escalated and provide an effective handover to the appropriate colleague or manager.
- Work effectively with colleagues, prioritise tasks, and maintain customer service standards during busy and high-pressure situations.
Module 1 – Introduction to Customer Service in Hospitality
- What is Customer Service in Hospitality?
- Why Customer Service Matters
- The Customer Experience and Customer Journey
- Your Role in Creating Positive Experiences
Module 2 – Understanding the Customer Experience
- What is the Customer Experience
- Customer Expectations
- Types of Customers and Their Needs
- Emotions and Perceptions
- Key Moments That Matter
Module 3 – Professional Standards and Communication
- Professional Standards in Hospitality
- Personal Presentation and First Impressions
- Verbal Communication Skills
- Non-Verbal Communication
- Active Listening
- Adapting Communication to Different Customers and Situations
Module 4 – Delivering Excellent Service in Practice
- Creating a Positive First Impression
- Delivering Service Step-by-Step
- Handling Requests
- Attention to Detail
- Anticipating Customer Needs
- Consistency
- Creating Memorable Experiences
Module 5 – Handling Challenges and Complaints
- Common Challenges in Hospitality
- Understanding Complaints
- Staying Calm, Professional and Empathetic
- Finding Solutions and Resolving Complaints
- Escalation and Support
Module 6 – Teamwork and Maintaining Standards Under Pressure
- The Role of Teamwork in Hospitality
- Understanding Roles and Responsibilities
- Communication Within the Team
- Working in Busy and High-Pressure Environments
- Prioritisation and Time Management
- Supporting Colleagues
- Maintaining Consistent Standards
The End of Course Assessment
- Assessment Included – The assessment fee is included in the course price, with no additional charges
- 100% Online – Complete the assessment online with no need to attend a training centre
- Multiple-Choice Assessment – Questions are based on the course content
- 80% Pass Mark – Learners must achieve a score of at least 80% to pass
- Free Retakes – Retake the assessment at no additional cost if needed, provided the course is completed within six months of enrolment
- Instant Certificate – Learners can download their certificate as soon as they successfully pass the assessment
- Coordinator Access – Course coordinators can also download certificates through their dashboard once learners have passed
Purchasing your course(s)
You can purchase your course(s) online using a debit/credit card. To purchase online, simply select how many users you want the course(s) for, then click on the ‘Add to basket’ button on this page.
You can purchase your course(s) over the phone using a debit/credit card. To pay over the phone, please call 0333 733 1111 between 0900 and 1700 hours Monday to Friday to talk to one of our Support Team.
Please contact us at support@hsqe.co.uk if you would rather pay by BACS transfer. You will need to provide in the email your name, postal address, email address, what course(s) you require and the quantity of courses that you require. We will issue you with an invoice and contact details.
Receiving login details (online and phone purchases)
You will be sent an email from no-reply@myvitalskills.co.uk once you have made you purchase online or over the phone. Please check your email SPAM / JUNK folder if you do not receive the email as it may get blocked by your email firewall. If you have not received it within one hour, and it is not in your SPAM / JUNK folder, you can email support@hsqe.co.uk for a duplicate copy to be sent to you.
If you are a returning customer or have purchased multiple courses, the email will contain details of how to access your Training Coordinators Dashboard. If you are a new user that has purchased a single course, the email will contain details of how to go straight to your course. You should add no-reply@myvitalskills.co.uk to your email safe-senders list to prevent future emails from us also being blocked.
Enrolling multiple learners onto courses
If you are a returning customer or have purchased multiple courses, you will be able to enrol your learners onto their courses using the Training Coordinators Dashboard that we provide you with. You will be sent individual login details for each learner that you enrol. These details will also be sent in an email from no-reply@myvitalskills.co.uk . You will need to pass the login details onto the learner.
Course access
The course materials will work on any internet-enabled device running an up-to-date internet browser. Each student will have 190 days from the date of enrolment to log on and complete their course. The course does not need to be completed in one sitting. Students can log out and return any time up until the course is completed or until the 190-day access expires. The course cannot be accessed after the 190 day expiry.
Suitable internet browsers
Both our courses and the dashboard will work on any modern web browser, for example Chrome, Edge, Firefox and Safari. You should ensure that they are fully updated. Internet Explorer should not be used because it is no longer supported by Microsoft and so may be unstable.
Course certificate
On successful completion of the course and end of course assessment, both the student, and the coordinator, can download the course certificate.
Course expiry
Courses not allocated to students will expire after 12 months from purchase.
Courses allocated to students will expire on completion of the course or after 190 days from the original enrolment (whichever is sooner).