Customer service is at the heart of the hospitality industry. Whether working in hotels, restaurants, bars or leisure venues, delivering excellent service is essential to business success.
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This 12-day classroom-based course provides learners with a strong understanding of customer expectations, communication skills, teamwork and how to create positive and memorable customer experiences.
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The course is designed for individuals who want to gain employment in the hospitality industry, as well as those already working in hospitality who want to strengthen their skills and gain a recognised qualification.
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​This course is completely FREE if you meet the below criteria.
At a Glance
Eligibility Criteria
To benifit from the funding, you must be:
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19+ years
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Unemployed OR earning less than £30,000 per year
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A resident of the North East
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Have a good level of written & spoken English
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Be able to show photo ID
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Who is it for?
This qualification is suitable for:
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Individuals looking to gain employment in hotels, restaurants, bars or event venues
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Job seekers wanting to improve their CV with a recognised Level 2 qualification
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Hospitality staff looking to formalise and strengthen their customer service skills
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Course Duration & Delivery
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Duration: 12 days
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Delivery: Classroom-based
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Location: Newcastle
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The course is delivered face-to-face in a structured classroom setting, allowing learners to engage in group discussions, scenario-based activities and tutor-led sessions.
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There are no formal exams; assessment is completed through workbooks and classroom tasks.
What you will learn
Learners will develop knowledge and understanding of:
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The principles of excellent customer service in hospitality
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Understanding customer expectations and behaviours
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Effective communication skills in customer-facing roles
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Handling complaints professionally and confidently
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The importance of teamwork in hospitality environments
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Maintaining professional standards and personal presentation
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The impact of service excellence on business reputation
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Hospitality Job Opportunities
This qualification can support progression into a wide range of hospitality roles, including:
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Hotel Receptionist
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Front of House Assistant
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Restaurant Server / Waiter / Waitress
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Bar Staff
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Café Assistant
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Customer Service Assistant
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Guest Services Assistant
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Event Staff
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Hospitality Team Member
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Housekeeping Assistant
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Food and Beverage Assistant
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This course helps learners build the professional knowledge employers look for in customer-facing hospitality roles.
Why choose Bright Direction Training for your customer service course?
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Experienced Trainers
Our tutors have real hospitality experience and understand what employers expect.
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Employer Focused Training
Our courses are designed to help learners move directly into work or progress within their current role.
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Local Classroom Learning
We deliver face-to-face training in Newcastle in a supportive and engaging learning environment.
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Dedicated Learner Support
We provide ongoing guidance and encouragement to help every learner achieve their qualification.
Our Newcastle courses are funded by
