REST302 – Communication and Customer Service Practices

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Module code
REST302
Module title
Communication and Customer Service Practices
Prescription
To develop restaurant and barista practitioners who are able to apply communication and customer service practices
Programmes
  • RS1602
NZQA Level
Level 3
NZQA Credits
15
Delivery method
  • Web-Enhanced
Learning hours
Directed hours
120
Self directed hours
30
Total learning hours
150
Resources required
Learning Outcomes
1: Provide professional customer service in a hospitality environment.
2: Communicate effectively when serving customers in a hospitality environment.
3: Maintain appropriate standards of professional behaviour and practice in the workplace.
Content
- Communication; verbal and non-verbal
- Complaint handling and problem solving
- Cashiering
- Professional customer service
- Adding value to customer experience
- Standard operating procedures
- Health and Safety, Food safety and security practices
- Professional behaviour and practice attributes: reliability, punctuality, teamwork, professional
appearance, and personal presentation.
Teaching and Learning Strategy
Practical - tutor demonstration and application in a practical context; includes team work, time management skills, recording of evidence via ePortfolio, peer and tutor feedback incorporating current industry standards and modelling of professional practice and behaviour.

Theory - includes face-to-face, web-supported lectures and tutorials; use of 'Moodle' and the internet; project-based learning.
Assessment Criteria
Assessment in this module is mixed mode. Students must gain a minimum mark of 50 in the achievement-based assessments and meet all the requirements of the competency-based assessments to be eligible for a final grade for this module. The final grade will be based on the marks from the achievement-based assessment tasks.
Learning and Teaching Resource
- A fully equipped and operational commercial training restaurant
- Online resources accessible in all classrooms, in the restaurant and off-campus
- Evidence portfolios
- Workbooks

A list of recommended readings and resources, including links to relevant legislation, will be supplied by the tutor at commencement of the module. This will be updated annually or as required.