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Hospitality and Customer Service Course – Level 2 Certificate (Intermediate)

Build the skills for a customer-facing career in hospitality with ELATT’s free Level 2 course in London.

Overview

Build Skills for Customer-Facing Roles in Hospitality

London’s hospitality sector offers a wide range of customer-facing roles across hotels, restaurants, cafés and events venues. If you want to move into this industry and develop the practical skills that employers look for, this free Level 2 course gives you a thorough grounding in how hospitality businesses operate and how to deliver excellent guest experiences.

You will study the key areas of hospitality operations, from front-of-house reception and reservations to housekeeping, bar and food service, and concierge and guest support. The course is built around real workplace scenarios, so you will be learning the kind of skills you will actually use in a professional setting from day one.

The course is delivered entirely online through live sessions, assessed through coursework and practical tasks, and is free for eligible adult learners in London. By the end of your course, you will hold a nationally recognised CTH Level 2 Certificate in Hospitality Practice and be ready to apply for entry-level customer-facing roles across London’s hospitality sector or progress to a Level 3 qualification.

If you don’t have prior experience, don’t worry!
We offer preparatory courses and support to help you build the foundational skills needed for Level 3.

Alongside your vocational course, you will also have the opportunity to earn additional free qualifications to strengthen your CV and employability. These are matched to your level and confirmed after a short skills assessment when you join. They may include Functional Skills English, Functional Skills Maths, Professional Development and Digital Skills. Not everyone will study all four. Your programme will be tailored to what you need. For more details, visit the Adult Study Programme page.

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Course Details

Level 2

Intermediate

Current Page
12 - 16 Weeks

Duration

3 - 6 Hours

Hours per week

9.30am - 4.30pm

Daytime hours

TBD

Evening hours

Online

Environment

What you will learn

  • You will build practical knowledge and workplace skills across the main areas of hospitality, with a focus on customer-facing roles and professional service standards.
  • Topics you will cover:
  • Customer service skills, including how to handle guest requests, manage expectations and resolve complaints professionally.
  • Communication skills and professional behaviour in a hospitality workplace.
  • Restaurant and food service operations, including service standards and presentation.
  • Bar and beverage service.
  • Housekeeping procedures, room servicing and cleaning standards.
  • Reception, reservations, and guest check-in and check-out procedures.
  • Concierge and guest support services.
  • A work placement is recommended to help you build real-world confidence in your chosen area.

Entry Requirements

  • You do not need formal qualifications to join this course.
  • A Level 1 qualification in hospitality, ESOL, or an equivalent qualification is helpful but not essential.
  • Basic literacy, numeracy, and IT skills.
  • A willingness to develop practical workplace skills.
  • Commitment to completing coursework and, where applicable, a placement.

Qualifications you will earn

  • Awarding Body
  • Confederation of Tourism and Hospitality (CTH)
  • Qualifications
  • Confederation of Tourism and Hospitality (CTH) Level 2 Certificate in Hospitality Practice

Not sure which level is right for you?

Speak to an advisor to find your best starting point.

How You Will Learn

Your course is interactive, career-focused and fully supported from day one:

Live online sessions:

You will attend scheduled live sessions with your tutor and classmates, working through real hospitality scenarios and building confidence in a supportive group environment.

Real hospitality workplace scenarios:

Learning is built around the kind of situations you will encounter in hotels, restaurants and customer-facing hospitality roles, from checking guests in to handling service requests.

Practical service skills:

You will develop the hands-on knowledge needed for specific roles including reception, housekeeping, bar service and guest services.

Coursework assessment (no exams):

You will be assessed through assignments and practical tasks. There are no written exams on this course.

One-to-one tutor support:

Your tutor will give you personalised feedback on your work and help you develop at your own pace.

Recommended work placement:

A placement in a hospitality setting is encouraged to help you apply your skills in a real workplace. We can support you in finding one if needed.

Peer learning and group activities:

You will learn alongside other adult learners, sharing experiences and building the teamwork and communication skills employers value.

Employability support throughout:

Career and employability support is embedded into your learning journey from the start, not just at the end.

This course is delivered entirely online, so you can study from home with no commute.

This course is designed for adults who want to build a career in hospitality and move into customer-facing roles in hotels, restaurants or catering settings. You may be a good fit if you are:

Looking to enter the hospitality industry and develop practical service skills

Interested in roles such as hotel receptionist, front of house, housekeeping assistant or concierge

Returning to education or work after a break

Changing careers and want to move into a people-focused, customer-facing role

An ESOL learner who is ready to move into vocational training

A parent or carer looking to re-enter the workforce

Progressing from a Level 1 hospitality, customer service or ESOL course

You do not need to have completed the Level 1 Hospitality and Catering course to join this course.
If you are unsure whether this is the right level for you, speak to an adviser before applying.

Train Across All Areas of Hospitality

Cover the full range of customer-facing hospitality skills in one course, from hotel reception and housekeeping to bar service, concierge and guest support.

Free, Online and No Exams

This course is free for eligible adult learners in London. You study from home through live online sessions and are assessed through coursework only.

Move into Real Hospitality Roles

Build the practical knowledge and professional confidence to apply for entry-level roles in London’s hotels, restaurants and hospitality venues.

Personal Support Every Step of the Way

Small class sizes, experienced tutors, and access to our Careers and Employability Service and Wellbeing Service throughout your course, all included at no extra cost.

Progression and Career Opportunities

After completing this course, you could:

Progress to further study:

  • CTH Level 3 Diploma in Hospitality and Tourism
  • CTH Level 3 hospitality business qualifications
  • Apprenticeships in hospitality or customer service

Move into entry-level roles such as:

  • Hotel receptionist
  • Front of house assistant
  • Waiter or waitress
  • Bar staff
  • Housekeeping assistant
  • Concierge assistant
  • Customer service assistant

Career Potential

As a hotel receptionist in London, you can expect to earn around £24,000 per year, with opportunities to progress into supervisory and specialist roles with experience.

  • This qualification is awarded by the Confederation of Tourism and Hospitality (CTH), a recognised awarding organisation regulated by Ofqual.
customer-service-agent-talking-on-phone

Take the first step towards your hospitality career.

Apply now for a free Level 2 Hospitality and Customer Service course at ELATT, or speak to an adviser to find out if this is the right level for you.

Hear From Our Students

Meet Salma

Occupation: Office Administrator

This course has helped me a lot. Before I used to be worried about applying for work as I thought I would get rejected. Now I have much more confidence. I made new friends and I am able to communicate with others with greater confidence. I am now working in a job that I enjoy very much.

Salma

Student Projects, Showcases and Interviews

Return to Adult Courses

Hospitality and Catering - Level 1

Health and Social Care - Level 1 & 2

What is the CTH Level 2 Certificate in Hospitality Practice?

The CTH Level 2 Certificate in Hospitality Practice is a nationally recognised qualification awarded by the Confederation of Tourism and Hospitality. It covers the main areas of hospitality operations, including customer service, reception and reservations, housekeeping, bar and food service, and concierge and guest support. It is designed for people who want to develop practical skills and move into customer-facing roles in hotels, restaurants and hospitality settings.

Is the Level 2 Hospitality and Customer Service course at ELATT free?

Yes. The course is free for eligible adult learners in London. ELATT is a charity, and our courses are funded to remove financial barriers to learning. An adviser will confirm your eligibility when you get in touch.

Do I need any qualifications or experience to join the Level 2 Hospitality and Customer Service course?

No. You do not need any previous qualifications or experience to enrol. A Level 1 qualification in hospitality or a related area is helpful but not essential. You will have an initial conversation with us before you start so we can make sure this is the right level for you.

How long is the Level 2 Hospitality and Customer Service course at ELATT?

The course runs for 12 to 16 weeks, with 3 to 6 hours of study per week during daytime hours. All sessions are online.

What jobs can I get after the Level 2 Hospitality and Customer Service course?

After completing this course, you may be ready to apply for entry-level roles such as hotel receptionist, front of house assistant, waiter or waitress, bar staff, housekeeping assistant, concierge assistant or customer service assistant in a hospitality setting.

Is there a work placement on the Level 2 Hospitality and Customer Service course?

A work placement is not required to complete the qualification, but it is strongly recommended. Completing a placement in a hospitality setting will help you apply your learning in a real workplace and build your confidence before applying for jobs. We can help you find a suitable placement if needed.

Can I progress to a higher level after this course?

Yes. After completing the Level 2 Certificate in Hospitality Practice, you can progress to a CTH Level 3 Diploma in Hospitality and Tourism or other Level 3 hospitality qualifications, or apply for a hospitality apprenticeship.

Can I do this course if English is not my first language?

Yes. This course is suitable for ESOL learners who are ready to move into vocational training. Basic English skills are needed to take part in sessions and complete coursework. If you are still developing your English, our free ESOL courses may be a better starting point. Speak to an adviser and we can help you find the right pathway.

Is there any support beyond the Level 2 Hospitality and Customer Service course itself?

Yes. Your course is part of ELATT’s Adult Study Programme, which goes beyond teaching to offer wrap-around support throughout your learning journey. Alongside your course, you will study wraparound subjects matched to your level following your initial assessment. These may include Functional Skills English, Functional Skills Maths, Professional Development, or Digital Skills, and you will earn a recognised qualification in each. You will also have access to our Careers and Employability Service (CV support, interview preparation and one-to-one career guidance) and our Wellbeing Service (wellbeing workshops and support groups). Both are included at no extra cost.

Ready to take the next step?

Apply now and start building your future with ELATT’s free Level 2 Certificate in Hospitality Practice.

New courses coming to ELATT this September! We're working on new courses in Hospitality & Customer Service, Early Years, Health & Social Care, and Youth Work — and we'd love to hear from you. Register your interest now and be the first to hear when places open.

Register your interest