The brief
What is this course, and who is it for?
This is a showcase course by Apollo Accreditation, the UK and EU course development and accreditation consultancy, built for front desk, restaurant and bar staff, including seasonal workers. It shows how we design for hospitality and tourism, and every activity below works in your browser.
The problem it solves
Seasonal staff start a week before the hotel fills up. The first complaint often lands on someone who has never handled one, late at night, with no manager nearby.
A handbook page on service recovery won't help at the desk. Practice will. New staff choose what to say to an unhappy guest and see how the guest reacts.
What learners can do afterwards
- Listen first and apologise without blaming colleagues
- Offer what they can actually give, and say when
- Know when to call the duty manager
- Spot common food safety problems in a kitchen
The learners
Who takes it, and why do they finish?
- Who takes it
- Front desk, restaurant and bar staff, including seasonal workers
- Who usually buys it
- General manager, HR manager or group training manager
- Where they take it
- On a phone before the first shift, often on the way to work
- Why they finish it
- The chat looks like a real conversation and gives a score at the end, so people replay it.
Try it
What does the engagement look like?
These are working copies of activities from the course. Nothing you enter leaves your browser.
Inside the course
What do learners see on screen?
Each activity part way through, as a learner sees it after the first choice.
Course map
How is the course structured?
Module by module, with the type of engagement in each and the time it takes.
| Module | What learners do | Engagement | Minutes |
|---|---|---|---|
| First impressions | Arrival, greeting and the first two minutes | Video and flip cards, Level 1 | 10 |
| When things go wrong | Practise the conversation with an upset guest | Chat simulation and sequencing, Level 3 | 20 |
| Behind the scenes | Food safety basics every front-of-house worker should know | Hotspot hunt and quiz, Level 2 | 10 |
About 40 minutes in total. Levels 1 to 4 are our four eLearning interaction levels. To see which level fits your own module, use the eLearning level finder.
Specification
What is in the specification?
| Who takes it | Front desk, restaurant and bar staff, including seasonal workers |
|---|---|
| Who usually buys it | General manager, HR manager or group training manager |
| Format | Self-paced, phone friendly, in several languages |
| Length | 3 modules, about 40 minutes |
| Interaction level | Level 3, Scenario |
| Engagement | Chat simulation, Sequencing, Hotspot hunt |
| Assessment | Conversation score, hotspot results and a short quiz, pass mark set by you |
| Certificate | Branded completion certificate when the course runs on our platform, or your platform's own |
| Tracking | SCORM or xAPI package, with completion and scores in your learning platform |
| Accessibility | Captions, keyboard navigation and screen reader support built in |
| Languages | English in this showcase. Other languages translated and checked by a native speaker |
| Updates | Before each season, when menus, policies or room types change |
How we would build it
How would you get a course like this?
The same five steps for every course, with one named person running your project.
- Free course diagnosticSend us the material you have. After a short call we send a written note on what it needs, within a few working days.
- Scope and scriptWe pair our learning designers with someone who has worked in your sector. You review and approve the script before anything is built.
- BuildBuilt in our own authoring tool, with captions and keyboard navigation included. As a guide, four to six weeks per interactive module.
- Test and changeWe test the package on your platform before you sign off. Two rounds of changes are included.
- Launch and trackCompletion and scores in your platform, or ours. Want CPD Certification later? It is already built to that standard.
Evidence
What can you track?
- Conversation scores and the replies people choose most often
- Hotspot results: which hazards get missed
- Completion by department and by start date
- Language version each learner used
Your version
Can you build this with our content?
- Your branding, your policies and examples from your own workplace
- SCORM or xAPI for your learning platform, or hosted on ours
- Captions, keyboard navigation and screen reader support as standard
- Translated versions for staff or students who work in other languages
- Built to CPD standard, so it can go forward for CPD Certification when you're ready
Adapt it
Where else does this course work?
The same design, rewritten for the people and risks of another setting:
- Restaurants and bars
- Holiday parks and resorts
- Front-of-house at venues and events
- Airline and airport customer service
Questions
Common questions about this course
Can it be in more than one language?
Yes. Seasonal teams often need two or three. Each language version is translated and checked by a native speaker, and priced separately.
How long would it take to build a course like this?
As a guide, an interactive module takes four to six weeks from when we receive your material, and a straight conversion two to three. This course has 3 modules, so we plan it in stages, and you review each script before we build it.
Will it work on our learning platform?
Yes, in most cases. We hand courses over as SCORM or xAPI packages, which nearly every learning platform accepts, and we test the finished package on your platform before you sign off. If you don't have a platform, it can run on ours.
Portfolio
More showcase courses
Retail floor skills in five minutes a day
A micro-course for shop staff: one five-minute lesson a day on their phone, for two weeks.
Player protection for gaming and betting staff
Player protection for customer support and VIP teams at an online gaming operator.
Site safety induction for construction
A site induction workers complete on a phone or tablet before their first day.
FreeCourse diagnostic
Send us one course. We'll tell you what it needs, free.
Share one course or programme you already run, or the slides and notes behind it. After a short first call, we review it at no charge and send you a written note on what it needs and which package fits, within a few working days.
- One course or programme, reviewed by a named person
- A written note on what it needs
- The package that fits, so you know where to start
- No charge and no obligation
Get in touch
Tell us what you want to put online.
Send a short note on the course, who it is for and which platform you use. We will come back with the right option and a fixed price.
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