Tourism and Hospitality
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THHCOR01A: Work with colleagues and customers
This unit deals with the interpersonal, communication and customer skills required by all people working in the tourism and hospitality industries.
Depending upon the organisation and the specific situation customers may include but are not limited to:
- Members of other tourism and hospitality industry sectors
- Internal individuals or groups
- Local residents
- Visitors
- Media
- Workmates / colleagues
- Customers with specific needs may include:
- Those covered by the Disability Discrimination Act (1992)
- Special cultural needs
- Parents with young children
- Single women
- Unaccompanied children
Critical aspects of assessment
The focus of this unit will vary depending upon the cultural context of the workplace. Assessment should take account of the cultural variances and special requirements that apply in particular situations. Evidence of competency should relate to different communication and customer service contexts and may need to be collected over a period of time.Demonstrate the:
- Ability to communicate effectively with customers and colleagues, including those with special needs, within the range of situations required for the relevant job role
- Ability to work in a team
- Ability to respond effectively to a range of different customer service situations
- Understanding of communication and customer service and its importance in a tourism / hospitality context
Body language
Do you have a service attitude?
Barriers to communication
Case studies
Review questions