| Learning Outcomes |
| On successful completion of this module the learner will be able to: |
| LO1 |
Define those factors which contribute to effective communication in the context of customer care within the hospitality sector. |
| LO2 |
Apply the skills necessary for the successful practice of written, oral and non-verbal communication. |
| LO3 |
Categorise customer needs and expectations, and identify the importance of customer relationships. |
| LO4 |
Identify procedures to effectively handle customer complaints |
| LO5 |
Define the process of delivering quality service. |
| LO6 |
Identify the social media platforms that are used to effectively communicate within the hospitality industry. |
| Pre-requisite learning |
Module Recommendations
This is prior learning (or a practical skill) that is strongly recommended before enrolment in this module. You may enrol in this module if you have not acquired the recommended learning but you will have considerable difficulty in passing (i.e. achieving the learning outcomes of) the module. While the prior learning is expressed as named MTU module(s) it also allows for learning (in another module or modules) which is equivalent to the learning specified in the named module(s).
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Incompatible Modules
These are modules which have learning outcomes that are too similar to the learning outcomes of this module. You may not earn additional credit for the same learning and therefore you may not enrol in this module if you have successfully completed any modules in the incompatible list. |
| No incompatible modules listed |
Co-requisite Modules
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| No Co-requisite modules listed |
Requirements
This is prior learning (or a practical skill) that is mandatory before enrolment in this module is allowed. You may not enrol on this module if you have not acquired the learning specified in this section.
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| No requirements listed |
| Indicative Content |
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The Principles and Process of Communication
Principles of effective communication. Objectives of and barriers to the communication process.
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Written Communication
Style and tone of written communication. The Harvard Referencing system. Effective writing of correspondence and reports. Menu design and compilation.
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Oral and Non-Verbal Communication
Talks and presentation skills. Assertiveness. Effective listening. Communication and customer care. Communication across cultures.
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Communication at Work
Meetings. Interviews. Electronic communications. Communication and interpersonal relationships. Handling conflict.
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Handling Customer Complaints
Customer needs and expectations. Understanding the basis for complaints. Complaints resolution. Negotiating with customers. Dealing with difficult customers. Communication with customers.
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Service Quality
The nature of quality service. Measurement of quality service. Customer loyalty. Customer feedback.
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Social Media
The professional use of social media as a tool for promotion.
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| Recommended Book Resources |
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- Peter Hartley and Peter Chatterton 2015, Business Communication, Second Ed., Routledge England [ISBN: 9780415640282]
- Henry McClave 2008, Communication for Business, 4th Ed., Gill & Macmillan Dublin [ISBN: 9780717144556]
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| Supplementary Book Resources |
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- Alan Charlesworth 2014, Digital Marketing A Practical Approach, second Ed., Routledge England [ISBN: 9780415834834]
- Simon and Louise Hudson 2013, Customer Service for Hospitality and Tourism, Goodfellow Oxford [ISBN: 9781908999344]
- Nicholas Harvey 2010, Effective Communication, 3rd Ed., Gill & Macmillan Ltd Dublin [ISBN: 9780717147564]
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| This module does not have any article/paper resources |
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| Other Resources |
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- Journal/Periodical: Hotel and Catering Review, Ashville Media, Dublin
- Website: Hotel and Catering Review
- Website: Fáilte Ireland
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