REST302 – Communication and Customer Service Practices
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
- 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.
