REST402 – Applied Communications and Customer Service Strategies for Restaurant Supervisors

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Module code
REST402
Module title
Applied Communications and Customer Service Strategies for Restaurant Supervisors
Prescription
To develop restaurant supervisors who are able to apply communication and customer service strategies.
Programmes
  • RS1603
NZQA Level
Level 4
NZQA Credits
15
Delivery method
  • Web-Enhanced
Learning hours
Directed hours
100
Self directed hours
50
Total learning hours
150
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
establishment.

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
workplace.
Content
- 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.