The Key to Effective Customer Service & Leadership
The core modules describe the importance of developing a greater level of knowledge about customer experiences and expectations. They will also enhance your leadership skills by increasing effective communication with customers, colleagues and presenting information in a business environment.
This course will assist you to be successful in Hospitality, with your customers and as a leader. See also Electives for Leadership and Management.
Work Effectively in Hospitality Service
Overview of module
This module describes the performance skills and knowledge required to provide effective hospitality service to customers during service periods. Components include working in the industry, preparing for/providing/completing service duties and preventing service issues.
Estimated time to complete this module is 100 minutes.
Components in this Module
1 - Working in Industry
- Hospitality Departments
2 - Preparing for Service
- Preparing for Service
- Sourcing Useful Information
- Attending a Briefing
- Pre-Service Tasks
- Developing Work Schedules
- Checkpoint 1
3 - Providing Service
- Providing Quality Customer Service
- Greeting the Customer
- Greeting in a Restaurant
- Greeting in a Hotel
- Correct and Incorrect Greeting Methods
- Checkpoint 2
- What Information Should you Know?
- Interacting with Customers
- Checkpoint 3
- Using Sales Techniques
- Selling a Room
- Upselling Video
- Tourism Extras and Add-ons
- Hospitality Extras and Add-ons
- Suggestive Selling
- Making the Sale
- Solving Problems
- Unhappy Customers
- Establishing guidelines
- Checkpoint 4
4 - Completing Your Tasks
- Working as a Team
- Working Safely
- Personal Protective Equipment
- Protective Clothing Challenge
- Cleaning WHS
- WHS in Food and Beverage
- Checkpoint 5
- Working Hygienically
- Staying Organised
- Completing Operational Tasks
5 - Preventing Service Issues
- Preventing Service Issues
- Preventing Problems in F&B
- Preventing Problems in Housekeeping
- Preventing Problems in Front Office
- Preventing Problems in Tourism
6 - Completing Post-Service Duties
- Closing the Bar
- Closing the Restaurant
- Checkpoint 6
- End-of-shift Procedures for Reception
- End of Shift Procedures for Housekeeping
- Participating in a Debriefing
- Checkpoint 7
No previous knowledge or experience is required.
The online courses are made up of a number of learning modules. Each module has an estimated time to complete them (click on the ‘i’ next to the module to get the time).
The time to complete a module can vary based on your existing knowledge of the material.
No need to finish the course in one session. You can log in and out as many times as you like, until the course end date. The course end date is shown when entering the training. The system remembers what you have completed and you can continue on from where you left off.
How does it work?
Once we receive confirmation of your payment (which could take up to 24 hours), you will receive an email with your login details. Go to the login page which will be emailed to you. Enter your details then click on the name of the course when you are ready to start.
How do I pay?
Pay with mastercard or visa through our secure PayPal internet payment facility. You can also select to ‘Generate an Invoice’ or ‘Make An Enquiry’ and we will get back to you with a group pricing as a quote or submission for you to respond to.
Who should do this course?
These courses are for anyone who wants to learn more or wants to extend their resume by becoming more knowledgable in their company.
How will I be assessed?
Each module is broken into sections with checkpoints, interactive challenges and quiz questions throughout. You are required to go through each section and answer every question correctly to be deemed competent. If you answer any questions incorrectly, you will be given feedback on which question you answered incorrectly. You can then correct your response and continue.
Will I receive a certificate?
These are non accredited corporate-based short courses and if successful you will receive a Certificate of Completion.
Steps to proceed with enrolling in a Course
Step 1 – Select a Course(s) by adding it to the Shopping Cart.
Step 2 – Pay for the course (using Paypal).
Step 3 – Once we have received the payment we will send you an email confirming your order.
Step 4 – This email will have instructions for connecting to the course, your login ID and password.
Step 5 – Complete the online course.
Step 6 – Once the course has been successfully completed, you will have access to your certificate.