Hospitality for Bar
Day 1 Customer Service Award

This accredited qualification has been designed for delivery to all learners working or preparing to work in a customer service role or where using the telephone is a part of their role. This qualification covers the principles of customer service, including how to meet customer expectations, the importance of appropriate behaviour and communication techniques, as well as ways to deal with problem customers.

This qualification covers:

  • • Understand the principles of customer service
  • • Understand how customer needs and expectations are formed
  • • Know the interpersonal skills and appropriate behaviour required in the customer service environment
  • • Understand the principles of responding to customers’ problems or complaints
Day 2 Personal License (SCPLH)

The HABC Award for Scottish Personal Licence Holders (On and Off Sales) is a qualification aimed at anyone working in or preparing to work in any industry that involves the retail sale of alcohol. It is a pre requisite for anyone who wishes to hold a personal licence.

The qualification is based on the training specification drawn up by the National Licensing Forum for those involved in the retail sale of alcohol (on and off sales) This specification enables learners to meet the requirements of the Licensing (Scotland) Act 2005.

Persons gaining this qualification will be aware of the requirements of the Licensing (Scotland) Act 2005 and the specific duties of a personal licence holder in relation to the law. It is a legal requirement for anyone wishing to sell or authorise the sale of alcohol by retail to be a personal licence holder, this includes persons who have been made responsible for authorising the retail sale of alcohol within licensed retail premises on a temporary basis.  

Topics Covered:-

  • • Licensing (Scotland) Act 2005
  • • Key Roles
  • • Licence's and operational conditions
  • • Protection of children from harm
  • • Training
  • • Associated law
  • • Alcohol
  • • Illegal Drugs
  • • Community links
  • • This qualification is assessed through a 40-question multiple-choice question examination. The duration of the examination is 1 hour.
  • • Successful learners must achieve a score of at least 28 out of 40.