|
This unit deals with the interpersonal, communication and customer service skills required by all people working in the tourism and hospitality industries. This is a core unit, which underpins all other competencies dealing with colleagues and customers and applies to all levels and sectors of the industry.
|
|
This unit deals with the cultural awareness that is required by all people working in the tourism and hospitality industries. It includes the cultural awareness required for serving customers and working with colleagues from diverse backgrounds.
|
|
This unit deals with the skills and knowledge required to follow health, safety and security procedures. This unit applies to all individuals working in the tourism and hospitality industries.
|
|
This unit deals with the skills and knowledge required to access, increase and update knowledge of the Hospitality industry including different industry sectors and relevant industry legislation. This knowledge underpins effective performance in all sectors and applies to all people working in the hospitality industry. In-depth knowledge is therefore not required.
|
|
This unit deals with the skills and knowledge required to handle difficult interpersonal situations - both with customers and colleagues. The unit covers the conflict resolution skills required by all people working in the tourism and hospitality industry to address the conflicts which may arise in day-to-day work activities it does not include formal negotiation, counseling or conducting mediation. |
