NCFE Certificate Understanding Excellence in Customer Service for Hospitality (Level 2)

This qualification is designed for learners who are looking to enter, or progress within, employment in the hospitality sector. It will enable learners to develop knowledge and understanding of customer service excellence for the hospitality sector.

There are no formal entry requirements however learners should be aged 19 or above at the start of the academic year to undertake this qualification.  Learners must be able to read and understand the learning resources and complete the written work with moderate assistance and will therefore benefit from having a reasonable understanding of reading and writing the English language. Please contact us if you require any further information.

YOU CAN START THIS COURSE AT ANY TIME THROUGHOUT THE ACADEMIC YEAR BUT THERE IS AN EXPECTATION THAT YOU WILL COMPLETE WITHIN TWELVE WEEKS.  FAILURE TO COMPLETE THE COURSE WILL INCUR A £50 ADMINISTRATION CHARGE.

To be awarded the Level 2 Certificate in Understanding Excellence in Customer Service for Hospitality, learners are required to successfully complete 4 mandatory units.

• Principles of customer service in the hospitality sector.  Learners will look at different customer types and their expectations. They will also cover how to communicate effectively, how to deal with complaints and feedback, and policies and procedures to support consistent customer service.
• Understand effective teamwork in the hospitality sector.  This unit covers effective teamwork and how it can support customer service in hospitality. Learners will also look at their own personal development.
• Understand legislation and guidance relevant to the hospitality sector.  This unit covers legislation and guidance relevant to customer service in the hospitality sector.
• Understand professional personal standards in the hospitality sector.  This unit covers first impressions and the importance of personal presentation, as well as the impact that behaviour can have on customers and their impression of the hospitality organisation.

Portfolio of evidence. 

Low Income / Unemployed Seeking Work

Students that are unemployed and currently seeking work, or on a low income of up to £20,319 per annum may be able to enrol to a course at Level 2 or below free of charge. This is a government initiative and the course offer is subject to change. Grantham College reserves the right to offer a substitute course if the qualification advertised is not funded by the government. This does not affect your rights under Consumer Law.

Hospitality/catering apprenticeships
•

NCFE Level 3 Award in Hospitality Supervision and Leadership Principles
•

NCFE Level 3 NVQ Diploma in Hospitality Supervision and Leadership
•

NCFE Level 3 Certificate in Retail Knowledge
•

Level 3 Certificate in Professional Development for Hospitality and Tourism
•

Level 3 Certificate in Hospitality Retail Outlet Management
•

Level 3 Diploma in Hospitality