REST402 – Applied Communications and Customer Service Strategies for Restaurant Supervisors

Module code
Module title
Applied Communications and Customer Service Strategies for Restaurant Supervisors
To develop restaurant supervisors who are able to apply communication and customer service strategies.
  • RS1603
NZQA Level
Level 4
NZQA Credits
Delivery method
  • Web-Enhanced
Learning hours
Directed hours
Self directed hours
Total learning hours
Resources required
Learning Outcomes
1: Demonstrate an understanding of and provide professional customer service, including
application of the appropriate health and safety, food safety and security standards, in a
hospitality establishment as a supervisor.

2: Apply advanced communication skills with customers and staff in a hospitality

3: Monitor and maintain interactions between staff and customers to provide positive
customer service experiences.

4: Monitor and maintain appropriate standards of professional behaviour and practice in the
- On-shift supervision
- Roles in commercial hospitality environments
- Provide positive hospitality customer experiences
- Customer retention
- Effective selling techniques
- Management of customer interactions
- Manage interpersonal conflict
- Briefing and debriefing staff
- Professional practices for restaurant supervisors
- Creating customer satisfaction through efficient customer service
- Health and safety, food safety and security relating to customer service
- Professional behaviour and practice attributes: Reliability, time management, problem
solving, cultural understanding and diversity, staff management skills, communication skills,
teamwork, professional appearance and personal behaviour
Teaching and Learning Strategy
Practical - tutor-led demonstration and application in a practical context; includes team work, time management skills, 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 for research; 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
- 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.