Customer service training for frontline hospitality staff

DEDAT sponsored and rolled out accredited CATHSSETA Customer Service Level 4 Programme training to 132 learners as follows: Cape Metro, Overberg (Hermanus and Bredasdorp), and 50 learners from the West Coast (Saldanha and Piketberg). The programme entailed six (6) groups in total as follows: two (2) groups in Cape Town, two (2) groups in the Overberg, two (2) groups in the West Coast. Each group consisted of approximately 25 beneficiaries who attended a period of 7 days of training spread over three weeks per group. The training started in September 2023 and was completed by the end of October 2023.

The training occurred parallel in the different regions. The service provider encouraged the beneficiaries to submit their Portfolio of Evidence (POE) for competency assessment by the last day of the training.  The service provider received CATHSSETA approval for the learners and is now awaiting the CATHSSETA certificates.

Beneficiaries of the programme were assisted by the Department through the facilitation to gain access to training and development through the Customer Services training programme. The outcomes of the training resulted in the upskilling of employees in terms of work functions and striving to increase service delivery in the tourism environment. It also resulted in benefits for the employers in terms of improved customer service provided to tourists, and improved reputation of friendly hospitality service within the destination.