Customer Service for Hospitality

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 customer service excellence for the hospitality sector.

Fully-funded via the UK Government in the form of the Education and Skills Funding Agency.

  • Free online course


  • Course duration

    6 weeks

  • Support

    Expert tutor support available

  • Experience

    No previous knowledge is required or assumed

  • Awarding body

    NCFE or TQUK depending on location and training provider

Overview of Customer Service for Hospitality

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

Effective communication

In the hospitality sector, staff are often the forefront of the business and first impressions are vital. It is therefore important that those working in hospitality are highly professional. Understanding how to communicate effectively, the importance of teamwork and the importance of maintaining food hygiene is essential for staff in these roles.

Course units

To be awarded the Level 2 Certificate, learners are required to successfully complete 4 mandatory units.

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.

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.

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
  • data protection.

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.

Get certified

Gain a nationally recognised level 2 accredited certificate.

Qualification benefits

Develop your skills

88% of our learners say our courses have equipped them with vital skills to help them progress in their working life.

Launch or advance your career

Build up enough knowledge, skills and confidence to transition into a new career.

Improve your CV

Level 2 qualifications are nationally recognised and accredited, giving you the foundations to improve your job prospects.

Course sample

Download the sample workbook



Been in the UK or EU for three years for purposes other than study.


19+ at the start of the academic year.


  • Not on an apprenticeship.
  • Not completed any part of the course before.
  • 19-23-year-olds must have a level 2 or higher prior to attainment.

How to enrol

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