UK
How you’d get it

How you’d get this certificate

  1. Zavmo teaches you. You learn the units one-to-one with an AI tutor, on your own work.
  2. You register with an approved centre. That is a college, training provider or employer NCFE has approved to offer this qualification. Zavmo is not an approved centre, so you register with them, not with us.
  3. The centre assesses, and NCFE awards. A qualified assessor at the centre judges your evidence, and the certificate comes from NCFE.

More on studying for a qualification

01What it is

This qualification is suitable for learners aged pre-16 and above. This qualification is designed for learners who are looking to enter, or progress within, employment in the hospitality sector. It will enable learners to develop knowledge and understanding of customer service excellence for the hospitality sector.

These are the units NCFE 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.

Zavmo is not an awarding body, is not an approved centre, and is not affiliated with NCFE. It does the teaching and the mapping. NCFE sets this qualification and awards it, and a qualified human assessor makes the assessment decision.

02The units

What each unit actually teaches you to do

Unit 01 Principles of customer service in the hospitality sector Real unit · NCFE
You'll understand customer needs and expectations within the hospitality sector, including different customer types and cultural factors. The unit also covers effective communication, handling complaints, and the role of policies and procedures in customer service.

What you'll be able to do

  • Understand customer needs and expectations in the hospitality sector
  • Understand how to communicate effectively with customers in the hospitality sector
  • Understand how to respond to customer complaints and feedback in the hospitality sector
  • Know how policies and procedures contribute to effective customer service in the hospitality sector
Unit 02 Understand effective teamwork in the hospitality sector Real unit · NCFE
This unit focuses on the importance of effective teamwork in the hospitality sector, exploring benefits, communication, and maintaining positive working relationships. You'll also examine ways to improve personal performance within a team context.

What you'll be able to do

  • 1 Understand the importance of effective teamwork in the hospitality sector2 Know how effective teamwork supports customer service in the hospitality sector3 Understand how to improve personal performance
Unit 03 Understand legislation and guidance relevant to the hospitality sector Real unit · NCFE
You'll gain knowledge of food hygiene and safety legislation relevant to hospitality, including allergy and intolerance requirements. The unit covers legal and ethical considerations affecting customer service delivery and the consequences of non-compliance.

What you'll be able to do

  • Know the importance of maintaining food hygiene and safety
  • Know about food allergy and intolerance requirements
  • Understand how legal and ethical requirements affect customer service delivery in the hospitality sector
Unit 04 Understand professional personal standards in the hospitality sector Real unit · NCFE
This unit examines professional personal standards in hospitality, focusing on the impact of appearance and behaviour on customer perceptions. You'll explore both positive and negative effects and the importance of dress codes and conduct.

What you'll be able to do

  • Understand the importance of professional personal appearance in the hospitality sector
  • Understand how own behaviour can impact customers
By email

Free, by email

Is this the right qualification for you?

One email to help you decide: the facts, what it teaches and where to start free. With a link back here. Nothing else follows unless you confirm your address.

Your employer, or 'self-employed'

Study the units online with a personal AI tutor, for £70 a month. Your first Future Fluency module is free.

03The standards

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.

  • Impact of Personal Behaviour in Hospitality Legacy

    Standard

  • Maintain excellent standards of personal behaviour in hospitality

    Standard
Still deciding?

One email to help you decide: the facts, what it teaches and where to start free. With a link back here. Nothing else follows unless you confirm your address.

04The credits

The credits, and who awards them

Level 2 credits are regulated, and they are awarded by NCFE 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

Unit 01 Principles of customer service in the hospitality sectorUnit 02 Understand effective teamwork in the hospitality sectorUnit 03 Understand legislation and guidance relevant to the hospitality sectorUnit 04 Understand professional personal standards in the hospitality sector

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 Coach The Coach · your practice partner Illustration
The Coach You have to tell the team what “Unit 02 Understand effective teamwork in the hospitality sector” means for them next month. Say it to me now, the way you would say it to them.
You The new process goes live on the 3rd and full training will be provided.
The Coach That is the announcement. Now try the one that starts with the bit they are going to hate, and we will see which you would rather receive.
The same lesson on the real thing: the conversation in the middle, the thinking ladder on the left, and the criteria each answer is evidencing on the right.
  • Lead it Apply

    “Unit 02 Understand effective teamwork in the hospitality sector” 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 Unit 01 Principles of customer service in the hospitality sector, one of this qualification's own units.

Unit 01 Principles of customer service in the hospitality sector Level 2

Applied to your own work

Learners will understand customer needs and expectations within the hospitality sector, including different customer types and cultural factors. The unit also covers effective communication, handling complaints, and the role of policies and procedures in customer service.

How the thinking builds
  1. 1 Remember
  2. 2 Understand
  3. 3 Apply
  4. 4 Analyse
  5. 5 Evaluate
  6. 6 Create
An illustration of a Zavmo lesson, built from this role’s own route. The unit, its objective and every criterion above are the awarding body’s own words, not an example.

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.

Your Plan Illustration

Built for NCFE Level 2 Certificate in Understanding Excellence in Customer Service for Hospitality

4 units in this credential, in the order it lists them, awarded by NCFE.

  1. Unit 01 Principles of customer service in the hospitality sector
  2. Unit 02 Understand effective teamwork in the hospitality sector
  3. Unit 03 Understand legislation and guidance relevant to the hospitality sector
  4. Unit 04 Understand professional personal standards in the hospitality sector
These are the real units of this credential, in its own order. Nothing here is marked done, because this plan has not been started by anyone yet. Yours would fill in as you go.

Free tools

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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.

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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.