City & Guilds Diplomas

Reception Services — City & Guilds Level 2 Diploma

Front-desk and guest-services foundation — systems, guest information, accounts, complaint handling and privacy.

Level 2 Diploma4–6 months260 GLH / 350 TQTCall for availability

Programme photo — front-desk role-play with a guest

Who this is for

Candidates targeting Front Office Assistant, Receptionist, Guest Services Assistant and Spa Receptionist ranks. Spa Receptionist adds a Luxury Spa Reception and Retail module (approx. 4–6 weeks).

Learning outcomes

Welcome guests and provide accurate onboard information
Use reception or property-management system functions
Record, prioritise and follow up guest requests
Handle account and payment questions within procedure
Resolve or escalate complaints while protecting personal data
Communicate professionally by telephone, email and face to face

Curriculum

Front-desk systems, guest records and data entry—

Guest information and shipboard terminology—

Accounts basics and payment awareness—

Telephone, email and radio communication—

Complaint triage and service recovery—

Privacy, incident escalation and shift handover—

Entry requirements

◆BIWD candidate assessment and admission test before enrolment
◆Usually 18+; some employers set 21+
◆Intermediate to strong spoken and written English
◆Good computer skills