Tourism and Hospitality

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)
• those with 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 a person's ability to respond to 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.

Students will be expected to 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
• work in a team
• respond effectively to a range of different customer service situations
• understand communication and customer service and its importance in a tourism / hospitality context
• maintain personal presentation standards

Non-verbal communication
Do you have a service attitude?
Barriers to communication

To work in the Tourism industry you need to demonstrate the ability to:

Communicate in the Workplace
Provide assistance to internal and external customers
Maintain personal presentation standards
Work in a team