iCQ
Level 2
QN: 600/4151/1
Curriculum Active
iCQ Level 2 Certificate in Hospitality and Catering Principles (Front of House Reception)
Official qualification regulated by Ofqual, awarded by iCQ. Classified as a Occupational Qualification. Total guided learning hours: 161 hours.
Qualification Level
Level 2
Awarding Body
iCQ
Syllabus Units
14 Units
Guided Hours
161 hrs
Instant access to interactive lessons, quizzes, and spaced revision.
Course Syllabus & Study Modules
Complete breakdown of verified curriculum topics and learning objectives.
1
Arrival of Customers
Verified
Key Learning Objectives:
- Know the procedures for checking in customers
- Know the documentation for checking in customers
2
Dealing with Bookings
Verified
Key Learning Objectives:
- Understand the importance of effective communication when dealing with bookings
- Understand how to deal effectively with booking enquiries
- Understand how to process bookings
3
Dealing with Payments
Verified
Key Learning Objectives:
- Know how to set up a payment point
- Know how to operate a payment point
- Know the problems that may occur at the payment point
4
Departure of Customers
Verified
Key Learning Objectives:
- Know how to prepare and maintain customer accounts
- Know how to deal with the departure of customers
5
Effective Teamwork
Verified
Key Learning Objectives:
- Know how to organise their own work
- Know how to support the work of a team
- Know how to contribute to their own learning and development
6
Giving Customers a Positive Impression
Verified
Key Learning Objectives:
- Know how to establish positive relationships with customers
- Understand why organisations have standards and procedures
- Know how to communicate information to customers
7
Handle Mail and Book External Services
Verified
Key Learning Objectives:
- Know the level of responsibility required when handling mail and messages
- Know the roles associated with handling mail and messages
- Understand the roles associated with booking external services for guests
8
Principles of Customer Service in Hospitality Leisure Travel and Tourism
Verified
Key Learning Objectives:
- Understand the importance to the organisation in providing excellent customer service in the hospitality, leisure, travel and tourism industries
- Understand the role of the individual in delivering customer service in the hospitality, leisure, travel and tourism industries
- Understand the importance of customers’ needs and expectations in the hospitality, leisure, travel and tourism industries
9
Principles of Maintaining Customer Service Through Effective Handover
Verified
Key Learning Objectives:
- Know about responsibilities in a customer service team
- Know how to follow up customer service actions
- Know how to maintain customer service through effective handover
10
Principles of Promoting Additional Services or Products to Customers
Verified
Key Learning Objectives:
- Know the importance of promoting additional services or products that are available
- Know how to promote additional services or products to customers to benefit organisations and its customers
11
Principles of Resolving Customer Service Problems
Verified
Key Learning Objectives:
- Know about customer service problems
- Know how to re
- solve customer service problems
12
Principles of Storing and Retrieving Information
Verified
Key Learning Objectives:
- Know how to process information following relevant procedures and legislation
- Know how to retrieve information following relevant procedures and legislation
13
Reception Communication Procedures in the Hospitality Industry
Verified
Key Learning Objectives:
- Know how to communicate when working on Reception
- Know the correct procedures for recording and passing on messages
14
Safe, Hygienic and Secure Working Environments in Hospitality
Verified
Key Learning Objectives:
- Know their personal responsibilities under the Health and Safety at Work Act, 2
- Know why it is important to work in a safe and hygienic way, 3
- Know about hazards and safety in the workplace
Regulatory & Verification Details
- Qualification Number (QN)
- 600/4151/1
- Regulated Status
- Available to learners
- Awarding Body
- iCQ
- Qualification Type
- Occupational Qualification
- Operational Start
- Dec 2011