HTM304 Introduction to Customer Service for Hospitality and Tourism (M/617/5602) Assignment Brief 2026
2 min read HTM304 Assignment Brief
| Qualification | QUALIFI Level 3 Diploma in Hospitality and Tourism Management (603/4400/3) |
|---|---|
| Unit Code | HTM304 |
| Unit Title | Introduction to Customer Service for Hospitality and Tourism |
| Unit Reference | M/617/5602 |
| Credits | 30 |
| TQT | 300 |
| GLH | 225 |
Assignment Aim
In this unit, learners will gain an understanding of the importance of customer service within the hospitality and tourism industries. Learners will develop an understanding of the how customer service is affected by corporate policy and the diverse nature of the industry. Learners will develop tools and skills to enable them to contribute to the development and implementation of customer services improvements within a hospitality and tourism organisation.
Learning Outcomes and Assignment Criteria
| Learning Outcomes. To achieve this unit a learner must be able to: | Assessment Criteria. Assessment of these outcomes demonstrates a learner can: |
| 1. Understand the principles of customer service. | 1.1 Identify the key aspects of customer service. |
| 1.2 Explain the importance of monitoring customer feedback and complaints. | |
| 1.3 Explain how positive relationships are built with customers. | |
| 2. Understand how customer service is affected by corporate policy. | 2.1 Assess the impact of company philosophy on customer service levels. |
| 2.2 Evaluate how company culture affects customer service levels within a hospitality and tourism organisation. | |
| 3. Contribute to improvements in the quality of customer care delivered by a hospitality or tourism organisation. | 3.1 Assess the impact of ethics and cultural diversity on the delivery of customer service. |
| 3.2 Identify the operational issues to consider when delivering customer service. | |
| 3.3 Develop customer feedback mechanisms. |
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