With international travel forever on the increase, understanding how different cultures may respond and act differently to your own culture is a vital skill for people working in hospitality. Speaking other languages is effective when explaining points to customers but isn’t the whole picture of being culturally aware. All customers have the right to feel safe, be treated with respect and welcomed and this module aims to give hospitality team members ideas that they can implement in the workplace and deliver GREAT customer service.
The course is delivered fully online and is split into three highly interactive sections. Learners will engage with questions and activities that use real hospitality situations to draw out an understanding and learn from a video and case studies, finishing with a quiz to ensure points are remembered and understood. The module may be completed in short sections over a period of time or all at one go! In addition, there are links to websites and documents that can be used to research further learning.
Our client-centric approach, coupled with our dedication to delivering exceptional results, ensures that your business stands out, attracting attention and driving engagement.
This module is fully interactive using a range of videos, questions and activities aligned to hospitality to ensure learners develop an understanding of why it is important to be aware in the workplace why procedures and standards are used. Case studies and full colour images illustrate examples of standards.
1.5 Hours
1
Screen Reader
To Further Information
English
24 Questions
Automatic Download
Yes
The module is suitable for ‘front facing’ team members, supervisors and managers working in different types of hospitality including hotels, restaurants and bars along with Conference and Event venues. The module may be successfully used at any point during employment to meet a specific need to drive up standards of customer service in teams or with specific individuals.
The module may contribute to the off the job training hours for team members undertaking a Level 2 Hospitality Team member apprenticeship or a Level 2 Customer Service apprenticeship.
The module is also part of our complete Giving Great Customer Service programme which forms a base knowledge for other formal learning and qualifications and would generally meet most requirements at Level 2.
The end quiz ensures that key points are both remembered and understood and using 24 questions covers key aspects of the module content and objectives. The pass mark is 80% and on successful completion the certificate endorsed by the Institute of Hospitality is automatically available to be downloaded. Questions are in the same style as within the learning part of the module, ie: drag and drop, single choice and multiple choice and there is an opportunity to review the key points before starting the quiz. If needed, incorrect answers can be reviewed before retaking the quiz as many times as needed.
Completing training doesn’t always mean that action and change happens! Use our unique action plans that learners can download from within the module and complete. A series of questions asks learners to apply the information in the module to their workplace and come up with their ideas to help their customers from other countries feel comfortable, welcome and respected. Managers can use the action plans to discuss in team meetings or with individuals and update working practices that deliver GREAT customer service to your customers from other cultures and make the investment in training work!. In addition, there are links to websites and documents that can be used to research more ideas and encourage learners to carry on learning.
The Institute of Hospitality endorses all our training modules and programmes.
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