Partner
Exam Preparation

AHP L2
CTH Level 2 Award in Hospitality Practice

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English
Beginner to Intermediate
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Course Overview

Spanning 100 guided learning hours, this course is designed to provide practical, job-ready skills across four key service areas. The training balances customer service philosophy with technical operations in food & beverage, housekeeping, and front office duties. Each module follows a progressive, scenario-driven approach to help participants practice, reflect, and improve in a supportive lea

Key Takeaways

1
Communicate professionally using verbal and non-verbal techniques.
2
Respond to customer complaints and feedback with confidence.
3
Apply food and beverage service procedures using standard operating protocols.
4
Deliver professional restaurant and bar service aligned with guest expectations.
5
Prepare and service guest rooms using correct cleaning methods.

Confederation of Tourism and Hospitality
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The Confederation of Tourism and Hospitality (CTH) is the UK’s leading specialist professional awarding body for qualifications in the growing hospitality and tourism sector. At the Confederation of Tourism & Hospitality (CTH), our core mission is to provide the highest standard of hospitality, tourism and culinary qualifications. CTH achieves this through robust monitoring supported by industry, universities and the UK government regulator, Ofqual. CTH has partnerships with major international employers and academic institutions. CTH is a member of the Federation of Awarding Bodies.

Course Outline

Module 1: Service Fundamentals & Communication ​
Foundations of Hospitality Service​

Understanding service standards and guest expectations​

Role of attitude and professionalism in service delivery

​​​Personal Presentation & Professionalism

Impact of body language in guest interaction​

Grooming standards in hospitality settings

Communication and Guest Interaction

Verbal and non-verbal communication tools​

Active listening techniques and positive language use

​Feedback and Complaint Handling

Types of guest complaints and how to identify them​

Emotional control and service recovery steps

Module 2: Restaurant & Bar Service Excellence ​
Restaurant Setup and Table Service​

Mise en place and workstation readiness​

Plating, serving, and clearing techniques

Beverage Service Essentials​

Beverage categories and corresponding glassware​

Upselling techniques in beverage delivery

F&B Hygiene and Safety​

Food hygiene principles and safe practices​

Safe use of trays, cutlery, and service tools

Guest-Focused Meal Service​

Observing and responding to guest needs​

Handling complaints or requests during F&B service

Module 3: Housekeeping & Front Desk Operations​
Housekeeping Foundations​

Roles and responsibilities within the housekeeping team​

Room layouts, tools, and cleaning supplies​

Routine versus deep cleaning methods

Room Servicing Procedures

Bed making and linen handling techniques​

Bathroom cleaning standards and protocols​

Restocking guest amenities with attention to detail

Safety and Interdepartmental Coordination​

Manual handling and chemical safety in housekeeping​

Hazard identification and risk mitigation​

Coordinating with the front desk and team leaders

Reception & Reservation Management​

Professional guest greeting and check-in procedures​

Managing bookings, cancellations, and overbookings​

Check-out process and creating a lasting guest impression

Program Recap and Assessment Preparation

Review of key service concepts across modules​

Role-plays and scenario-based practice​

Final Q&A and trainer guidance for assessment readiness

Who Should Attend?

This program is designed for:

Entry-level hospitality staff requiring structured training in service operations.

New recruits in food & beverage, housekeeping, or front office roles.

Hospitality professionals seeking to strengthen service consistency and safety standards.

Learners aiming to gain multi-functional exposure across key hospitality service areas.

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