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Search or Quote Course Code: 72027

Worldhost Principles of Customer Service in Hospitality, Travel & Tourism

WorldHost™ is an innovative 2 day training programme bringing service excellence in hospitality, retail, travel & tourism to Northern Ireland.

Course Overview
This highly interactive course provides the fundamental framework on which to base your customer service standards. This session is delivered over the course of a day and is fun, participative and addresses all learning styles allowing all delegates to absorb and retain key messages.
What will delegates learn?
• Welcoming people skills
• What forms a first impression?
• Why should I handle customer concerns?
• The communications process
• Effective listening
• Visitor needs
• The Value of Tourism
• Personalised key commitments
• Topics to avoid 
Individuals who are currently in a customer facing role but who would benefit from formal training.  It can also be used as a refresher training course for all staff, especially if the business is looking continuously at improving customer retention and seeing immediate results.

This half-day workshop supports ambassadors and volunteers in providing a warm and friendly welcome.  It equips participants with the resources to interact with, and assist, visitors to Northern Ireland and provides an opportunity to build on delegates’ existing skills as representatives of Northern Ireland to our visitors. The workshop provides a detailed knowledge of the tourism product in Northern Ireland and within your specific tourism destination.
What will delegates learn?
• Demonstrating a warm welcome
• Local tourism resources
• Ambassador resources
• The pride factor
• Lasting impressions 
In order to improve and update knowledge of local visitor attractions and facilities, participants will be involved in a walking or bus tour of the local area.  This is a required element of the programme.
Entry Requirements
The full cost of the programme is £190 per person. However, NITB and People 1st have joined with the Department for Employment & Learning (DEL) to offer assistance to meet the cost of this training to businesses of <250 employees (that meet selection criteria). This means that the charge to the business will be £20 per person. Nonattendance of training will result in full cost being charged to the business. DEL funding subject to terms and conditions.
Where will it take me?
Those who complete this accredited training will gain valuable skills and techniques and will be eligible to wear the WorldHost pin badge which recognises service excellence.
The Programme consists of the following:
• The Principles of Customer Service (Day One)
• Ambassador Workshop (½ day Day Two)
• Local Familiarisation activity (½ day Day Two)

Individuals who successfully complete the two-day programme will gain:
• Edexcel Level 2 Award in the Principles of Customer Service in Hospitality, Leisure, Travel & Tourism (500/6272/4)   and
• Edexcel Level 2 Award in Welcoming Tourists and Visitors to their destination in Hospitality, Leisure, Travel & Tourism (600/1852/2)
How will I be assessed and given feedback?
You must attend both days of this course to qualify for DEL funding.  Assessment will comprise of the following:
  • Multiple choice question paper
  • Overall participation of course and attendance
Terms & Conditions

Students will be required to comply with SERC's Terms & Conditions of study.

While we endeavour to run all our courses on the advertised day, SERC reserves the right to change the day of week on which the course runs.

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All information correct at time of print.
Please note all courses are subject to funding and demand.
While we promote a wide number of courses not all are guaranteed to run.
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