Overview

Hospitality is fiercely competitive, and customers increasingly demand high levels of customer service. If customers don’t enjoy their experience, they often turn to social media to air their feelings. Creating a great first impression is vital, but so is the ongoing experience.

The module focuses on enhancing customer service by fostering effective communication and positive interactions in hospitality settings. It is designed not only to support front of house teams to create an engaging and welcoming atmosphere for customers but also for back-of-house teams, emphasising the importance of a cohesive and supportive work environment that reflects positively on customer experiences.

Creating a Positive Customer Environment firstly sets the scene by exploring The Art of Communication. The balance between the words we say, the tone of voice and body language all adds up to creating a positive or a negative impression including with written communication. Using the principle of the Behaviour Cycle, the effect of negative and positive behaviours are explored, highlighting we are customers to each other and creating positive teamwork which customers will feel … a positive business environment. The professional best practice standards for achieving The Hospitality Welcome and Goodbye are introduced which apply the positive behaviours and yes, we do discuss the importance of smiling!

Key benefits of this module:

• Identify own behaviours to improve or not use!
• Become more aware of how their behaviours and responses make customers feel
• Be more aware of wording in e mails and messages
• Be more aware to control negative responses and reactions Are able to choose their behaviour and responses to increase positive communication
• Remember all team members back and front of house are customers to each other
• Think … smile
• Be aware of acknowledging customers immediately
• Remember to listen to customers in order to give accurate information
• Remember to say goodbye to all customers

Format

The course is delivered fully online and is split into five highly interactive sections. Learners will engage with games, questions and activities that use real hospitality situations and finish with a quiz to ensure points are remembered and understood. The module may be completed in short sections over a period of time or all at one go!  In addition, there are links to websites and documents that can be used to research further learning.

Sections include:

• The Art of Communication
• The Behaviour Cycle
• Behaviour in practice
• The Hospitality Welcome
• The Hospitality Goodbye

Learning Objectives

• Identify how negative behaviour effects customers
• Identify positive responses to use
• State the procedure for the Hospitality Welcome and Goodbye and why they are used

Accreditation

This module is accredited by the Institute of Hospitality with CPD points

Who Should Take This Course?

This module is designed for all operational roles in ‘front-facing’ hospitality teams and individuals and is beneficial for back of house teams. Although the module is best placed as part of an induction programme it is successfully used to meet a specific need to drive up standards of customer service in teams

The module will contribute to the off the job training hours for team members undertaking a Level 2 Hospitality Team member apprenticeship  or a Level 2 Customer Service apprenticeship.

Test

At the end of the course, learners complete a 14-question quiz in the same style as the learning activities (drag-and-drop, single choice, multiple choice). The pass mark is 80%, with unlimited retakes available.

Post-Module Action Plan

Completing training doesn’t always mean that action and change happens! Learners can download our unique actions plans from within the module and complete a series of questions which help learners to apply the information in the module to their workplace and identify areas where they need further information or training. Managers can use the action plans to discuss with individuals or their whole team not only to organise additional information to drive customer service improvements.