Cert HQA: Certified in Hospitality Quality Assurance



Programme Overview

Programme Type: Professional Certification
Programme Topic: Tourism Management
Credits:
Guided Learning Hours:
Programme Code: IHTI-TE-1007
Delivery Method: Distance Learning, Executive Seminar
Target Market: Industry Professionals, Managers, Supervisors
Instructor Level:

Frontline employees are the face of every tourism and hospitality business, and the service they provide to guests can be the difference between good or great customer experiences. Their performance may determine whether a guest will return and pass on positive reviews and referrals to others, or leave disappointed and generate bad publicity for your business.

Designed for training frontline tourism and hospitality employees, the online learning course Providing Quality Service/Professionalism and the Welcoming International Visitors factsheets are perfect training for new hires and is a great refresher for experienced frontline staff.

The Providing Quality Service/Professionalism module includes exercises and review questions and covers 18 customer service related skills, including:

  • Communicating Clearly
  • Responding to Customer Concerns
  • Dealing with Challenging Situations
  • Complying with legislation
  • Working with Others

Make sure that your business makes a great first impression and exceeds guests’ expectations by training frontline staff to deliver exceptional and professional customer service to all guests.

Learning Outcomes: 

1. Be able to explain the concept of service quality.

1.1 Define service quality.
1.2 Explain SERVQUAL (Service Quality Gap Analysis) dimensions.
1.3 Describe the determinants of service quality.
1.4 Explain customer expectations: the gaps between service provision and customer expectations.
1.5 Explain the cost of service quality to the industry.
1.6 Define International Management Standards ISO 9001 / ISO 14000.

2. Be able to explain ‘good practice’ in dealing with customer complaints.

2.1 Evaluate what to say and what not to say when dealing with customer complaints.
2.2 Explain the phrases: ‘empathy with customers’, ‘forget the excuses’and ‘take ownership of the problem’.
2.3 Evaluate techniques for restoring customer faith in a business by replacing lost value.
2.4 Define the role of compensation in dealing with customer complaints.

3. Be able to review methods utilised in the measurement of service performance.

3.1 Explain the terms: profitability, market performance, resource utilisation and people performance.
3.2 Describe measurement methods that facilitate positive and negative customer feedback.
3.3 Explain the importance of never ignoring comments from customers.

4. Be able to recognise the importance of guest information management.

4.1 Explain the importance of gaining and appreciating the customer point of view.
4.2 Describe the different points of contact between management and guests.
4.3 Explain the difference between formal and informal data.
4.4 Explain the importance and use of guest history information.
4.5 Describe different types of feedback systems: comment cards, speaking to and listening to guests, automated systems, mystery shoppers/guests and point of sale and loyalty programmes.

5. Be able to assess the need for total quality management and continuous improvement in service provision.

5.1 Explain the reasons for putting performance and customer data to good use.
5.2 Describe ways to involve staff in achieving quality to improve service provision e.g. quality circles.
5.3 Describe how instilling a culture of improvement, and ownership of a situation, improves service provision.
5.4 Evaluate efforts to establish and manage service quality.
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