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The value of customer service in the hospitality sector

Across Australia, there are many examples of new bars, restaurants and cafes opening up over recent times. As such, employment in the hospitality sector continues to expand, with vast opportunities for students who have completed an industry-level hospitality management course.


However, for students thinking about starting one of Kenvale's hospitality courses, it is always important to think about the skills and knowledge that future customers are demanding. As anyone working in this busy sector will tell you, serving the customer well should always be the top priority.

In fact, new Commonwealth Bank research has revealed what today's customers want and how their decisions are shaped by experience.

Customer service vital

Customer service is a cornerstone of the hospitality sector.
Customer service is a cornerstone of the hospitality sector.

Polling more than 1,000 people, the CommBank's Retail Therapy, one of the biggest contributors to a poor experience is customer service - cited by 68 per cent of customers.

Deakin University Dr Johann Ponnampalam explained that service in the hospitality sector can be the difference between a happy and disgruntled customer.

"Much of our daily life involves habitual, autopilot behaviour. When in this mindset, we crave faster, simpler, easier service interactions and when we don't receive them, we experience friction which often leads to us avoiding purchasing altogether," he said.

The Kenvale difference

Of course, customer service is an important part of our hospitality-related courses. Take the Certificate II in Hospitality, for example.

This qualification leads to various employment roles including bar attendant, cafe attendant, front office assistant and porter - all occupations that demand quality customer service and interactions. To ensure our graduates have the right skills to work well in hospitality sector, this course features four units of competencies associated with customer service. These are:

  • BSBWOR203B - Work effectively with others
  • SITXCCS202 - Interact with customers
  • SITXCCS303 - Provide service to customers
  • SITXCOM201 - Show social and cultural sensitivity

Students also have 250 hours of industry placement, the perfect location to showcase their ability to work under pressure and with various customers.

In addition to these subjects, students also have 250 hours of industry placement, the perfect location to showcase their ability to work under pressure and with various customers. This real-world experience is what sets Kenvale College apart from the crowd as our graduates are ready to work as soon as they graduate.

If you like to learn more about our other hospitality management courses or how Kenvale can make a difference to your career ambitions, feel free to get in contact with us today.

Our industry partners

At Kenvale College, we work with a range of industry partners to find the best possible placement for each student.

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