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Course Content

Hospitality: Principles of Customer Service in Hospitality, Leisure, Travel & Tourism

Course Overview

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On average this
course contributes
1 hours
towards your CPD

This Hospitality: Principles of Customer Service in Hospitality, Leisure, Travel and Tourism course provides information to teach employees about customer service, which is vital in the hospitality industry.

By completing this course you will be improving your workforce and minimising the risk of bad publicity.

On completion of this course learners will be able to:

  • State the role of the organisation in relation to customer service
  • Identify the characteristics and benefits of providing excellent customer service
  • Understand why it is important to show good product knowledge to achieve organisational success
  • List the effects of behaviour, motivation and a positive attitude on achieving good customer service
  • Explain why personal presentation is important in customer service
  • State how good communication skills are a vital part of providing excellent customer service
  • Identify customers' needs and expectations and how these can be met or exceeded
  • Understand how to deal with complaints and the importance of complaint handling procedures.

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
  • Features of customer service
    • He heart of a business
    • Ken's nine top tips
    • Applying Ken's nine top tips
  • The benefits of excellent customer service
    • Ken's reflective questions
    • Individual benefits
    • Organisational benefits
  • Customer needs and expectations
    • Internal and external customers
    • Internal or external?
    • Online feedback
    • Customer expectations
    • Customer needs
  • Complaints
    • How do you view complaints?
    • Handling complaints
    • An opportunity to improve
    • Following procedures
    • Company complaints procedure
    • L.A.S.T
    • How are we doing?
    • Product knowledge
    • Applied product knowledge
    • Complaints
  • Role of the organisation
    • The Grand's brand standard
    • Customer reviews
  • 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 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 53 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 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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