Unit 6: Understand How to Manage
the Provision of Customer Service in Hospitality Organisations
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Unit reference number:
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K/504/2228
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Level:
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4
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Credit value:
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6
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Guided learning hours:
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36
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Unit aim
This
unit has been devised
to assess learners’
ability to recognise
how customer service can be improved to meet customer needs in the hospitality industry.
Unit introduction
This
unit introduces learners to the principles and objectives of customer service, with a focus on hospitality. Learners will be able to develop
an understanding of the nature of a customer service
culture and the principles of quality service
in the business and services management environment. They will appreciate how information gathered from customers is a major tool used to improve the delivery
of services. Evidence
from working in the hospitality industry will provide
a focus for this unit.
Learning outcomes and
assessment criteria
In order to pass this unit, the evidence
that the learner presents
for assessment needs to demonstrate that they can meet all the learning
outcomes for the unit. The assessment criteria determine the standard required to achieve the unit.
On completion of this unit a learner
should:
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Learning outcomes
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Assessment criteria
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1 Understand customer service policies
within business and service contexts
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1.1
Explain reasons for using customer service policies
1.2
Explain the
purpose of evaluating a customer service policy
1.3
Explain how the review
of customer service
policies can assist future
staff training and development
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2 Understand how communication impacts on the promotion of a customer-focused culture
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2.1
Identify benefits and limitations of communication methods
2.2
Analyse how communication methods
can be used effectively
2.3
Analyse how customer perception is influenced by customer service provision
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3 Understand how hospitality services to meet customer requirements and expectations can be identified
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3.1
Identify sources of data
that can be used to identify customer trends
for hospitality services
3.2
Explain how hospitality services offered can be evaluated for their effectiveness in responding to customer requirements
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4 Understand how improvements to customer services can be implemented
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4.1
Identify the resources available within hospitality organisations that require
use when implementing new customer services
4.2
Explain the significance of staff training for the implementation of new customer services
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Learning outcomes
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Assessment criteria
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4.3
Explain why new customer services need to be implemented to take account of fluctuations in service demands
4.4
Explain how new services can be reviewed to check
that they are providing the level
of customer service intended
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