ARE YOU READY TO EMBARK ON A FULFILLING
JOURNEY IN THE WORLD OF CULINARY ARTS?
Our qualification is designed to equip learners with the expertise to allow progression opportunities
Concierge & Guest Services
Hospitality Faculty
* Short Course
NQF LEVEL
LEVEL 2 HIGHFIELD
DURATION
43 DAYS
CREDITS
37
DELIVERY MODE
ON SITE
HIGHFIELD
UNIT NUMBER
J/617/6898
ENTRY
REQUIREMENTS
Basic level of English and numeracy.
Learners aged 16+.
Career Path for Concierge & Guest Services
Upon successful completion of this qualification, learners may wish to continue their development by undertaking the Highfield Level 3 Diploma in Hospitality Supervision.
What will be included in our cost?
- Learning Material
- Certificate
EQUIP
EMPOWER
EXCEL
This
qualification
consists of:
CORE
1. Customer:
- Principles of hospitality
- Customer types, needs and expectations
- Customer service & business/brand standards
- Meeting and exceeding customer expectations and the impact
- Dealing with customer incidents, issues and complaints
2. Business:
- Principles of upselling
- Cost saving measures
- Personal conduct, behaviours, and personal performance
- Technology
3. People:
- Principles of communication
- Team dynamics
- Principles of diversity
- Welcome and support colleagues and customers to ensure required information, goods and services are given
4. First line supervision/Team leading:
- Contribute to objectives of team
- First line supervision
- Positive and encouraging behaviours
5. Hospitality Team Member in Practice:
- How business fits into hospitality industry
- Problem, challenge or opportunity
- Keeping up to date with changing industry
- Costs & How ideas could be implemented
ELECTIVE
- Requirements for local and national information and where to access it
- Procedures for procurement of additional products and services to meet customer and workplace requirements
- Procedures for storing customer property and the importance of following them
- Procedures for room service to meet customer and workplace requirements
- Types of services you may be asked to book and the procedures you should follow Importance of giving accurate verbal and written information to customers
- Why confirmation and deposits are required from customers
- The right way to take property from the customer, requirements for safe storage and theft prevention
- How to recognise a suspicious item of property and how this should be dealt with
- Lifting and handling techniques
- Importance of keeping storage records, keeping storage areas secure, clean, tidy and hygienic
- Provide accurate information to customers and effectively communicate information about services/bookings/customer requirements
- Book additional services for customers
- Provide confirmation to the customer and update necessary records
- Receive and store/move customer/organisational property
- Use discretion and maintain customer confidentiality at all times
- Coordinate with suppliers of guest services, other organisations and internal departments to support the customer’s experience
