The HBAA is offering members a nationally recognised NVQ qualification in customer service, equating to five A-C level GCSEs, as part of a new and beneficial membership initiative.

The programme, offered in partnership with nationwide professional teaching provider Intraining, is designed to refine and further develop customer service skills. HBAA members are able to enrol throughout the year and apply for Government funding grants to supplement training costs.

Designed around eight units including ‘Communicate using CS language’ and ‘Recognise and deal with customer queries, requests and problems’, the NVQ can be completed as a work-based twelve-month course. Intraining assessors will conduct two-hour site visits every four to six weeks, where candidates will only be required to step away from their job role for one hour of mentoring; assessors will spend the second hour shadowing the learner and observing them for their course portfolio.

The HBAA is widely recognised for its commitment to championing the continued development of its members through unrivalled training opportunities and a culture that promotes achievements for individuals and employers, as well as best practices within the industry. The NVQ is a further benefit which reflects the Association’s drive to provide more value to members throughout the 2013/2014 membership year.

Chris Parnham, chairman of the HBAA, said: “We’re extremely proud that we’re able to offer our members the opportunity to earn a nationally recognised qualification, and this is a fantastic chance to celebrate their understanding and experience of the industry. Customer service is a cornerstone to any successful business and I hope that HBAA will grow into a beacon for excellence in this area. The NVQ programme is a step towards this ambition.”

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Notes to Editors:

  • HBAA is the trade association for the hotel booking agency, apartment and venue community.
  • Formed in 1997, the association currently has 80 agency and 205 venue members.
  • Member agents are specialists whose core business involves booking hotels, serviced apartments, conferences and events on behalf of their corporate and public sector clients.
  • Member venues are comprised of the leading hotel chains, serviced apartment operators, training centres and independent hotels and venues.
  • HBAA strategy is driven by an Executive committee of industry figureheads who oversee separate committees including: technology, memberships, international projects, events, serviced apartments and education.
  • Twitter: @HBAA2013