Working Cafe

Level 2 Certificate in

Excellence in Customer Service for Hospitality

Qualification purpose

This qualification is designed for learners who are looking to enter, or progress within, employment in the hospitality sector. It will enable learners to develop knowledge and understanding of excellence in customer service for the hospitality sector.


Qualification objectives

This qualification will enable learners to develop an understanding of:

  • communicating with customers in the hospitality sector

  • teamwork in the hospitality sector

  • professional standards and personal development

  • legislation and regulations relating to customer service delivery in the hospitality sector.

To be awarded the Level 2 Certificate in Understanding Excellence in Customer Service for Hospitality, learners are required to successfully complete 4 mandatory units:

  • Principles of customer service in the hospitality sector

  • Understanding effective teamwork in the hospitality sector

  • Understanding legislation and guidance relevant to the hospitality sector

  • Understanding professional personal standards in the hospitality sector

Essential skills

While completing this qualification, learners may develop the knowledge, understanding and essential skills employers look for in employees. These range from familiar ‘key skills’, such as team working, independent learning and problem solving, to more tricky-to-measure skills, such as:

  • an appreciation for appropriate behaviour and dress

  • appropriate interpersonal skills 

  • communicating with professional colleagues/peers and/or hierarchical seniors

  • supporting other aspiring employees

  • personal manners and deportment

  • understanding work practices and how different roles and departments function within an organisation.