Two qualifications for people working in travel and tourism, hospitality and leisure have been launched by sector skills council People 1st.
Designed to improve standards in customer care, the qualifications were developed to help train both frontline and senior staff.
The first qualification, level two principles of customer service in hospitality, leisure, travel and tourism, is for frontline staff, and focuses on customer service procedures and behaviours.
The second qualification, level three award in supervision of customer service performance in hospitality, leisure, travel and tourism, is for managerial and supervisory staff, and includes modules on coaching and facilitating skills, return on coaching investment, and the challenges of managing teams.
People 1st chief executive Brian Wisdom said: “The customer service skills of frontline and supervisory staff are critical to the hospitality and travel industry’s success. Their behaviour and actions impact on whether visitors have had an excellent or bad experience, and are likely to return.”
The one-day training course leading to the qualifications will be held at colleges in England, Wales and Northern Ireland.
The courses will begin in September and the cost will vary according to each college, and whether the course can attract local funding.
The qualifications were designed following research among international industry experts and 2,000 UK businesses, which found employers believe a shortage of skilled and knowledgeable staff with the right attitude was affecting their companies’ ability to deliver excellent customer service.
The survey also revealed that employers rank the ability to anticipate customer needs, exceed service expectations and resolve conflicts and complaints, as critical skills among their staff.
For more information visit people1st.co.uk or call 01895 817 000.