How you’d get this certificate
- Zavmo teaches you. You learn the units one-to-one with an AI tutor, on your own work.
- You register with an approved centre. That is a college, training provider or employer City & Guilds Limited has approved to offer this qualification. Zavmo is not an approved centre, so you register with them, not with us.
- The centre assesses, and City & Guilds Limited awards. A qualified assessor at the centre judges your evidence, and the certificate comes from City & Guilds Limited.
City & Guilds offers a wide range of qualifications in Hospitality and Catering, including Introductory, Higher Level and apprenticeship options. Learn more. <br/>
These are the units City & Guilds Limited registers against this qualification. It is a catalogue, not a syllabus. Which of them you take depends on the combination the qualification requires, and that is set by the awarding body rather than by us. Every unit here is regulated. Zavmo teaches towards them on your own work, and work done here is recognised as prior learning under the agreements we hold.
Zavmo is not an awarding body, is not an approved centre, and is not affiliated with City & Guilds Limited. It does the teaching and the mapping. City & Guilds Limited sets this qualification and awards it, and a qualified human assessor makes the assessment decision.
Free first step
Try a free Future Fluency lesson first
The free part is a Future Fluency lesson on using AI at work. It is not part of this qualification. Next, a free account. We build your plan for this qualification as you set up. Teaching towards this qualification begins when you subscribe.
No card · Nothing to commit to
What each unit actually teaches you to do
Arrival of Customers Real unit · City & Guilds Limited
What you'll be able to do
- Know the standard operating procedures for checking in customers upon arrival.
- Know the required documentation for checking in customers, ensuring compliance with legal and organisational requirements.
Dealing with Bookings Real unit · City & Guilds Limited
What you'll be able to do
- Understand the importance of effective communication when dealing with customer bookings.
- Understand how to deal effectively with booking enquiries, whether face-to-face, by telephone, or electronically.
- Understand how to accurately process bookings, ensuring all relevant information is recorded.
Dealing with Payments Real unit · City & Guilds Limited
What you'll be able to do
- Set up a payment point, ensuring it is functional and secure
- Organise the payment point, ensuring efficient operation
- Operate a payment point, processing different payment methods
- Use the payment point equipment, including tills and card readers
- Know the problems that may occur at the payment point, such as technical faults
- Know the problems that may occur at the payment point, such as fraudulent transactions
- Know the problems that may occur at the payment point, such as customer disputes
Departure of Customers Real unit · City & Guilds Limited
What you'll be able to do
- Accurately prepare and maintain customer accounts.
- Effectively manage the departure of customers from the establishment.
Effective Teamwork Real unit · City & Guilds Limited
What you'll be able to do
- Organise their own work to meet team objectives and deadlines
- Support the work of a team through effective communication and collaboration
- Contribute to their own learning and development by identifying areas for improvement and seeking opportunities for growth
Giving Customers a Positive Impression Real unit · City & Guilds Limited
What you'll be able to do
- Establish positive relationships with customers through effective communication and interpersonal skills.
- Understand why organisations have standards and procedures for customer service and the importance of adhering to them.
- Communicate information clearly and accurately to customers, addressing their queries and providing assistance.
Handle Mail and Book External Services Real unit · City & Guilds Limited
What you'll be able to do
- Know the level of responsibility required when handling mail.
- Know the level of responsibility required when handling messages.
- Know the roles associated with handling mail.
- Know the roles associated with handling messages.
- Understand the roles associated with booking external services for guests.
Principles of Customer Service in Hospitality Leisure Travel and Tourism Real unit · City & Guilds Limited
What you'll be able to do
- 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.
Principles of Maintaining Customer Service Through Effective Handover Real unit · City & Guilds Limited
What you'll be able to do
- Know the responsibilities of individuals within a customer service team.
- Follow up on customer service actions to ensure customer satisfaction.
- Maintain a high standard of customer service through effective handover procedures.
Principles of Promoting Additional Services or Products to Customers Real unit · City & Guilds Limited
What you'll be able to do
- Know the importance of promoting additional services or products that are available to customers.
- Promote additional services or products to customers in a way that benefits both the organisation and its customers.
Principles of Resolving Customer Service Problems Real unit · City & Guilds Limited
What you'll be able to do
- Know about different types of customer service problems that can arise in a hospitality setting.
- Resolve customer service problems effectively, using appropriate communication and problem-solving techniques.
Principles of Storing and Retrieving Information Real unit · City & Guilds Limited
What you'll be able to do
- Process information in accordance with relevant organisational procedures.
- Process information in accordance with relevant legislation.
- Retrieve information in accordance with relevant organisational procedures.
- Retrieve information in accordance with relevant legislation.
Reception Communication Procedures in the Hospitality Industry Real unit · City & Guilds Limited
What you'll be able to do
- Communicate effectively when working on a reception desk.
- Know the correct procedures for accurately recording messages and passing them on to the intended recipient.
Safe, Hygienic and Secure Working Environments in Hospitality Real unit · City & Guilds Limited
What you'll be able to do
- Know their personal responsibilities as defined under the Health and Safety at Work Act
- Understand why it is important to work in a safe and hygienic way within a hospitality environment
- Know about potential hazards and safety procedures in the workplace
The national standards these units are built against
What the job actually needs, in the words employers and awarding bodies already use for the work itself.
- Standard
Handle Customer Communications and Book External Services Legacy
The credits, and who awards them
Level 2 credits are regulated, and they are awarded by City & Guilds Limited rather than by Zavmo. They don’t vanish when a subscription ends or a website closes. They travel to any employer, and Zavmo keeps the map of what you have covered and what is next.
What you would be collecting
Arrival of CustomersDealing with BookingsDealing with PaymentsDeparture of CustomersEffective TeamworkGiving Customers a Positive ImpressionHandle Mail and Book External ServicesPrinciples of Customer Service in Hospitality Leisure Travel and Tourism
Each one is a real unit registered against this qualification.
How you’d practise it
You don’t watch this. You do it.
You are not assessed on remembering this. You are assessed on applying it, analysing it, evaluating it and producing something. So that is what the practice is: projects, role play and your own live cases, with a tutor in the room.
The Practical Builder · your make-it-real tutor Illustration - Draft the real one Create
You do “Reception Communication Procedures in the Hospitality Industry” on a real document of your own. Zavmo works on the draft you have to send anyway, so the coursework and the job are the same piece of work.
- Lead it Apply
“Effective Teamwork” is practised on the team you actually have. You talk through the call you are about to make, and Zavmo makes you say it the way you would say it to them.
How you would learn this
One to one, on the work you already do
A tutor sets the task against your own job and marks the reasoning, at your pace. There is no cohort to fall behind.
A lesson from Arrival of Customers, one of this qualification's own units.
Applied to your own work
This unit covers the standard operating procedures and required documentation for checking in customers. Learners will gain knowledge of the typical check-in process steps and the importance of consistently following procedures to meet legal and organisational requirements.
- 1 Remember
- 2 Understand
- 3 Apply
- 4 Analyse
- 5 Evaluate
- 6 Create
It is £70 a month, billed monthly. Your free first module is Future Fluency, and you can cancel any time. Teaching towards this qualification begins when you subscribe.
Built for City & Guilds Level 2 Certificate In Hospitality and Catering Principles (Front of House Reception)
14 units in this credential, in the order it lists them, awarded by City & Guilds Limited.
- Arrival of Customers
- Dealing with Bookings
- Dealing with Payments
- Departure of Customers
- Effective Teamwork
- Giving Customers a Positive Impression
and 8 more in the full unit list below.
Free tools
Want a read on where you stand?
Three free tools, no account needed. Each one ends with a role, a level and a way in.
Learned on your own work, taught one-to-one.
Everything you just read, learned one-to-one on the job you already do. Your free first module is Future Fluency, so you can see how the teaching works before you pay for anything.
Build my plan, freeNo card. See how this qualification maps onto your role and meet the tutors who’d teach it, free. The learning begins when you subscribe. It’s £70 a month, billed monthly. Cancel any time and billing stops.
The title, level, credits, guided learning hours and unit learning outcomes on this page are taken from the Ofqual Register of Regulated Qualifications. Contains public sector information licensed under the Open Government Licence v3.0. Where this data comes from.