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Course Content

Hospitality: Giving Customers a Positive Impression

Course Overview

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On average this
course contributes
1-2 hours
towards your CPD

This Hospitality: Giving Customers a Positive Impression course provides an overview of key customer service issues in a hospitality setting relevant to all positions within hospitality.

By completing this course you will be meeting your legal obligations and minimising the risk of bad publicity or legal action.

By completing this course learners will be aware of the following legislation:

  1. Health and Safety at Work Act 1974
  2. Data Protection Act 1998
  3. Equality Act 2010
  4. Consumer Protection Act 1997
  5. Sale and Supply of Goods Act 1994

On completion of this course learners will:

  • Know how to establish positive relationships with customers
    • Identify the importance of correct appearance and behaviour
    • Describe the importance of recognising customer needs and expectations
    • State the importance of product knowledge when relating to customers
    • Identify signs of when a customer is angry or confused
  • Understand why organisations have policies and procedures
    • Describe the legal frameworks by which organisations provide goods and services to customers
    • State the importance of contractual agreements that customers have with organisations
    • State the importance of codes of practice and standards that affect the way products and services are delivered to customers
  • Know how to communicate information to customers
    • State why there are limits an individual's responsibilities when dealing with customers
    • State the importance of clear, polities and confident communication
    • Identify different methods of communication
    • Describe when the different methods of communication are

When you've completed this online training you will sit an online test and, once successful, you can download your Virtual College certificate.

Course Details

Lesson Plan

The subjects covered in this module include:

  • Introduction
  • First impressions
    • First impressions count
    • Appearance and behaviour - good or bad practice?
    • Body language
    • Communication - using the phone
    • Communication
    • Communication - written
  • Meeting customer requirements
    • Customer
    • Services required by user groups
    • Responsibilities
    • Consequences of not meeting expectations
    • Identifying dissatisfied customers
    • Dealing with complaints
  • Know your products
    • Knowing your products and services
    • Housekeeping staff
    • Bar person
    • Food service staff
    • Receptionist
  • Legal aspects
    • Health and safety at work act 1974
    • Data protection act 1998
    • Equality act 2010
    • Consumer legislation
    • Sale ad supply of goods act 1994
    • Contracts
    • Codes of practice
  • Summary and recap

Target Audience

This course is suitable for anyone working in a hospitality setting.


It is estimated that this module will take approximately 1-2 hours to complete (depending on learning speed). The length of time taken depends entirely on how quickly you can study and absorb the material. The course is self-paced with approximately 73 interactive screens with multiple components. You do not have to complete all the training in one session. Your progress will be recorded throughout.


On completion of this course you will be able to print a Virtual College certificate.

CPD Accreditation

The content of this course has been independently certified as conforming to universally accepted Continuous Professional Development (CPD) guidelines

Entry Requirements

There are no specific entry requirements for this course.

Cost and Discounts

£30 + VAT - This cost is for a single user.

Discounts are available for multiple users (10 or more) for more information please contact, or telephone UKVC Sales on 01943-885095.

How it Works

The information below is specific to this particular course. If you would like a more general guide to how our purchasing and learning works please visit the Four Easy Steps page which should tell you all you need to know.

Alternatively; if you have a specific question or concern why not contact us directly ?


This is an online course, all the training will be taken through your browser window. There will be no face-to-face sessions with instructors nor will you receive any training material through the post. If you wish you may print out any page of the training material, and may also print the notes you took during the training.

You can also revisit the training material at any time, even after you have completed the course.


The material for this course has been broken down into several smaller lessons, each lesson dealing with a specific area of the overall subject.

The lesson consist of a series of pages in which an instructor will talk you through the lesson material at a pace that suits you. Pages may also include supporting pictures, graphs, animation or extra sounds to help with the learning where appropriate. Some lessons will include challenges/quizzes to help you keep in touch and interested in the material.

Lessons can be taken in any order and each lesson may be PAUSED and RESUMED at any stage. When all lessons in the course have been completed our system will realise and automatically record that you have successfully completed the course


This course is delivered fully online allowing you to learn at your own pace, however an average duration would be 1-2 hours.

Buy It Now

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If you would like to buy this course now please enter details of the learner to be enrolled on the course.

When you click "Submit" you will be transferred to our secure payment system (provided by WorldPay) where you will be able to enter your credit or debit card details.

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Once the payment has been accepted you will immediately be allocated an account in our Training Management System, and you will be able start your training right away.

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