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This qualification is for people who want to work in hospitality, or move up in it. That includes hotels, restaurants, pubs, cafés, events and leisure venues.
It’s a Level 2 certificate from NCFE, a national awarding body. Funding for adults usually starts at 19. You don’t need any previous qualifications.
What you’ll learn
The course has 4 units, and you need to complete them all:
Customer service in hospitality. Different types of customer and what they expect, communication, handling complaints and feedback, and service standards.
Teamwork. How good teamwork improves service, and improving your own performance.
The law and guidance. Food hygiene, allergens, equality, health and safety, safeguarding and data protection.
Professional standards. First impressions, how you present yourself, and how your behaviour affects customers.
How you’re assessed
There’s no exam. You build a portfolio of written work as you go, and your provider marks it. If you complete at least one whole unit, you can ask for a certificate for it. A fee may apply. See how these courses work.
What it could lead to
It is designed for people who want to start or move up in a hospitality job. After it, you could go on to:
a hospitality apprenticeship
a Level 3 qualification in hospitality supervision and leadership
These unit details are taken word for word from the course materials published by NCFE, the awarding body.
To be awarded the Understanding Excellence in Customer Service for Hospitality level 2 qualification, learners are required to successfully achieve 4 mandatory units:
Unit 1: Principles of customer service in the hospitality sector
In this unit learners will look at different customer types and their expectations. They’ll also cover how to communicate effectively, how to deal with complaints and feedback, and policies and procedures to support consistent customer service.
The learner will:
Understand customer needs and expectations in the hospitality sector
Understand how to communicate effectively with customers in the hospitality sector
Understand how to respond to customer complaints and feedback in the hospitality sector
Know how policies and procedures contribute to effective customer service in the hospitality sector
Unit 2: Understand effective teamwork in the hospitality sector
This unit covers effective teamwork and how it can support customer service in hospitality. Learners will also look at their own personal development.
The learner will:
Understand the importance of effective teamwork in the hospitality sector
Know how effective teamwork supports customer service in the hospitality sector
Understand how to improve personal performance
Unit 3: Understand legislation and guidance relevant to the hospitality sector
This unit covers legislation and guidance relevant to customer service in the hospitality sector including: food hygiene, food allergy and intolerance, diversity and equality, health and safety, safeguarding, and data protection.
The learner will:
Know the importance of maintaining food hygiene and safety
Know about food allergy and intolerance requirements
Understand how legal and ethical requirements affect customer service delivery in the hospitality sector
Unit 4: Understand professional personal standards in the hospitality sector
This unit covers first impressions and the importance of personal presentation, as well as the impact that behaviour can have on customers and their impression of the hospitality organisation.
The learner will:
Understand the importance of professional personal appearance in the hospitality sector
Understand how own behaviour can impact customers
How these courses usually work
Every provider does things a little differently, so check the details with them before you apply.
Where and how you study
Most of these courses are studied online, from home. You'll need internet access. A laptop, desktop or tablet makes writing your assignments easier, but many providers' courses also work on a phone, so ask.
How long it takes
This course takes up to 155 hours, including study and assessment.
Your provider sets a deadline for finishing, so ask how long you'll have.
Support
Providers usually give you a tutor who marks your work and answers your questions by email, phone or message.
Assessment
There are usually no exams. Instead, you answer assessment questions as you work through the course and send them to your tutor to mark. If an answer needs more work, you can usually change it and send it again.
Your certificate
When you pass, your certificate comes from the awarding body, NCFE. It can take several weeks to arrive after your final assessment.
Things to check before you start
Some providers only let you study one funded course at a time.
If you leave the course early, or don't finish by the deadline, some providers charge an admin or withdrawal fee, often £100 to £150. Ask about this before you sign up.
It's usually free through the Adult Skills Fund if you're 19 or over, live in England, and either aren't working or earn less than £26,800 a year before tax. You also need to meet the residency rules.
Some areas of England (devolved areassuch as Greater London and Greater Manchester) set their own rules, so a provider may not be able to fund you if you live there. Withdrawal or admin fees can also apply.
It's free for many adults in England. You can usually study it free if you're 19 or over, live in England outside a devolved area, and are unemployed or earn under £26,800 a year. Check your eligibility and see how the Adult Skills Fund works. The provider makes the final decision.
Do I need to work in hospitality to take it?
No. It's knowledge-based, so you don't need a job or placement. It suits people looking for a hospitality job as well as people already in one.
Does it include a food hygiene certificate?
No. It covers the law on food hygiene and allergens, but it isn't a food hygiene certificate. Check whether the job you want asks for a separate food safety certificate.
Is there an exam?
No. You build a portfolio of written work, which your provider marks. If you complete at least one whole unit, you can ask for a certificate for it. A fee may apply. See how these courses work.
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