Impact of Personal Behaviour in Hospitality
URN: PPL2GEN1
Business Sectors (Suites): Hospitality - Generics
Developed by: People 1st
Approved on:
2022
Overview
This standard is about how your own behaviour impacts on customers and the organisation you work for.
When you have completed this standard you will have demonstrated your understanding of and the ability to positively manage your:
- Impact of personal behaviour in hospitality
Performance criteria
You must be able to:
1. Present yourself professionally, in line with brand / organisational requirements
2. Organise own work and have the confidence to ask for guidance
3. Participate fully in performance reviews and training
4. Act on feedback relating to personal performance
5. Use feedback from customers to improve own customer service in line with brand / organisational standards
6. Use technology responsibly in line with organisational requirements and keep up to date with developments which relate to your role
7. Promote brand / organisational values and guidelines inside the organisation
8. Promote brand / organisational values and guidelines outside the organisation
9. Work with integrity in a safe, honest and trustworthy way
10. Work in a fair and professional manner
11. Take responsibility for own role
Knowledge and Understanding
You need to know and understand:
1. What the brand / organisational values and guidelines are and why it is important to comply with them
2. How to organise own work and when to ask for guidance
3. What behaviour is acceptable both on and off the organisation’s premises and why it is important to behave in this way
4. How your own behaviour impacts positively and negatively on customer experience and business reputation
5. How to promote brand / organisational values and guidelines both inside and outside the organisation
6. How social media can impact on brand /organisational values and guidelines
7. How to keep up to date with current technological developments in own area of responsibility
Scope/range
Scope Performance
Scope Knowledge
Values
Behaviours
Skills
Glossary
Links To Other NOS
External Links
Version Number
3
Indicative Review Date
2027
Validity
Current
Status
Original
Originating Organisation
People 1st International Ltd
Original URN
PPL2GEN1
Relevant Occupations
Bar Staff, Receptionist, Team Member, Waiter/Waitress
SOC Code
9264
Keywords
behaviour, customer