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Overview

A hospitality team member can work in a range of establishments, for example, bars, restaurants and cafés. The role is varied. While hospitality team members tend to specialise in one area, they have to be adaptable and ready to support team members across the business, for example, during busy periods.

The role requires fantastic hospitality skills and knowledge to ensure that every customer - whether they are eating in a restaurant, drinking cocktails in a bar, ordering room service in a hotel or attending a business conference - feels welcomed and looked after.

Please note, this programme will run from September 2021.

Occupation

Hospitality Team Member

Level

Level 2

Typical duration

12 months

Code

ST0233

Maximum Funding Value

£4,000

Delivery model

Delivery is flexible to suit the individual apprentice and their employer. The apprentice will have a minimum of one tutorial per month either in person in the workplace or remotely via an online meeting. Group sessions may be available on some programmes.

Entry requirements

  • Employers will set their own entry requirements.
  • It is likely that Level 2 Functional Skills will be required (this content can be blended into the apprentice's study programme).
  • Apprentices must be employed in order to study for this qualification. Please see our Apprenticeship vacancies.
  • The apprentice must be at least 16 years of age.

Knowledge outcomes

Core Hospitality

  • Customer: 
    • Recognise customer profiles in hospitality and how customers have different needs.
    • Understand the importance of meeting and, where possible, exceeding customer expectations in line with the business/brand standards.
    • Understand the importance of receiving and dealing with customer feedback to support the improvement of products and services and provide value for money.
  • Business: 
    • Know the business vision and values, its main competitors, how it fits into the wider hospitality industry and how your own area of work contributes to achieving business targets.
    • Understand how your role can minimise unnecessary financial loss to the business and how personal discipline in your approach to work, such as time-keeping, attendance, personal appearance, personal presentation and conduct, can all have an impact on the business/brand reputation.
    • Know the products/services that are offered by the business, their prices and special offers and how to match them to customers’ needs.
    • Be aware of how the business aims to increase its market share and compete against its main competitors, for example, its unique selling points, promotions and marketing campaigns.
    • Understand how the use of technology can enhance customer service and productivity in hospitality businesses and be aware of how activities in the sector can have a negative effect on the environment. 
    • Recognise and understand legislative responsibilities relating to the business and the products and/or services it offers.
  • People:
    • Understand the importance of using appropriate methods of communication that are suitable for different situations and individuals’ needs in a variety of hospitality contexts.
    • Know how to support and influence the team positively, recognising how team members are dependent on each other to meet business objectives.
    • Understand how to work with people from a wide range of backgrounds and cultures.

Hospitality team members must also select from one of the following specialist functions:

  • Food and beverage service:
    • Know the range of food and beverage service styles and standards within different types of hospitality operations.
    • Know the key features of menu items, products and services.
    • Understand basic food and beverage pairing in line with a menu.
  • Alcoholic beverage service:
    • Know a variety of alcoholic beverages, their basic characteristics, and information required for the customer.
    • Know the equipment required to store, prepare and serve drinks.
    • Have specialist knowledge from one of wine service, beer/cask ale or cocktails/mixology.
  • Barista: 
    • Know the main categories and types of hot and cold beverages, in particular coffee, and the methods of preparing and serving them.
    • Know how different ingredients should be stored and be aware of the origins of the key ingredients.
    • Identify specialist equipment, know how to use it correctly and keep it clean and hygienic.
  • Food production:
    • Know how to perform basic food processing tasks such as preparation, cooking and regeneration of food in line with business/brand specifications.
    • Follow kitchen procedures to maintain food safety and quality.
    • Know how to maintain excellent standards of hygiene and how to use equipment correctly.
  • Concierge and guest services: 
    • Know local and national information or where to access it and the variety of services available to customers.
    • Be aware of the process for procurement of additional products and services in order to meet customer needs.
    • Know business standards and procedures for room service and recognise the importance of following them.
  • House-Keeping: 
    • Know how to clean and maintain a variety of areas and materials and ensure that the appearance of rooms and external areas meet the business/brand standard.
    • Understand the importance of responsibly using cleaning equipment, techniques, chemicals and agents.
  • Reception: 
    • Understand the business procedures for delivering reception operations.
    • Know the products, facilities and services of the whole business and how to communicate these to customers, staff and visitors. 
    • Identify internal customers and their needs and how they feed into the operation. 
    • Understand the requirements for processing personal and sensitive data.
  • Reservations:
    • Understand how to take individual/group accommodation or event reservations in line with the business/brand standard.
    • Know the pricing policy of the organisation and how this ensures effective yield management.
    • Understand requirements for processing personal and sensitive data.
  • Conference and Events Operations: 
    • Understand how to adapt your approach and communication with the customer depending on the nature of their visit and event; for example, you would have a different approach for a wedding party or a business.
    • Know how and where to secure resources in line with the organisation's procedures.

Skills Outcomes

Core Hospitality

  • Customer: 
    • Use clear and engaging communication to establish a good rapport with customers.
    • Ask relevant questions to determine customer needs.
    • Deliver excellent customer service in line with the business/brand standards, with the aim of exceeding customer expectations.
    • Check that customers are satisfied with products and services and act on feedback in line with business procedures.
  • Business: 
    • Perform activities to positively promote business/brand standards and the business's unique selling points.
    • Identify opportunities to increase sales, promote special offers available to customers and achieve customer loyalty.
    • Carefully handle payments, transactions, stock and packaging to minimise unnecessary financial loss and negative effects on the environment.
    • Prepare and organise your own work, promptly arrive for shifts, communicate information at team meetings/briefings, follow business/brand guidelines and procedures and meet agreed deadlines.
    • Clearly communicate relevant and useful information on products and services based on a clear understanding of customers’ needs and use technology appropriately and efficiently, in line with company policy, in a way that supports customer service.
    • Ensure that faults and maintenance issues are reported promptly.
    • Comply with legal requirements to avoid risks, minimise disruption to the business and to maintain the safety and security of people at all times.
  • People: 
    • Communicate accurately and effectively with others, in line with the business culture, to achieve the best result according to the situation.
    • Support team members to ensure the products and services delivered are of high quality, on time and meet customer expectations in line with business needs.
    • Put people at ease in all matters, adapting products and services as necessary, helping them to feel welcome and supported.
    • Provide people with information that is relevant to their needs. 

Hospitality team members must also select from one of the following specialist functions:

  • Food and beverage service:
    • Ensure each stage of food and beverage service meets the business/brand standard, for example, customer arrival, provision of information, promoting menu and other items, taking and processing orders, serving food and drink and taking payments.
    • Food and beverage service must be demonstrated in at least one food service style, such as table service, counter service, room service or conference and banqueting.
  • Alcoholic beverage service:
    • Provide accurate information on alcoholic beverages.
    • Prepare, serve and store alcoholic beverages in the correct manner and use specialist equipment appropriately.
    • Gain specialist skills from one of wine service, beer/cask ale, or cocktails/mixology.
  • Barista: 
    • Provide accurate information on hot and cold beverages.
    • Demonstrate how to make a variety of products.
    • Follow customer requirements for strength and flavour.
    • Ensure ingredients are stored correctly and use specialist equipment appropriately.
  • Food production: 
    • Perform basic cleaning, washing up, food processing, preparation, regeneration and cooking tasks in line with the kitchen procedures. 
    • Maintain food safety and quality.
  • Concierge and guest services: 
    • Meet and greet customers.
    • Promote services such as valet parking and stores or transfers of customers’ luggage.
    • Book external/additional services and provide a link between the customer and all departments within the business. 
    • Co-ordinate with suppliers of guest services and other organisations and source information that supports customer experience.
  • House-Keeping: 
    • Clean and maintain bedrooms and public areas, including furniture, fixtures and fittings and soft and hard flooring.
    • Identify and report maintenance needs and check that outcomes of work meet the business/brand standard for presentation.
  • Reception: 
    • Welcome customers and provide a broad range of relevant information relating to the business.
    • Support an efficient check in/check out service for customers and answer enquiries.
    • Take reservations and bookings face to face, on the telephone or online and be the link between visitors, staff and guests.
  • Reservations: 
    • Take and process reservations and negotiate rates in line with your own authority, ensuring reservations follow the organisation’s yield management policy.
    • Support the team to plan events, show customers the facilities of the business and provide information on the typical procedure for running events.
  • Conference and Events Operations: 
    • Support the delivery of a variety of events according to the business/brand standard.
    • Co-ordinate with customers, suppliers and team members, ensuring the right resources are in place to meet the event brief.

Behaviour outcomes

  • Responsible:
    • Take a responsible approach to the preparation, sale and service of food and beverages, for example, in relation to safe handling and storage.
    • Accurately communicate the contents of products.
  • Business: 
    • Use appropriate opportunities to upsell and promote additional products and services, proactively support the reputation of the business and be aware of how it compares with its competitors.
    • Carry out activities with consideration of their cost and value, organise your own work and have the confidence to ask for guidance.
    • Fully participate in performance reviews and training and act on feedback relating to personal performance.
    • Confidently demonstrate a belief in the products/services the business offers and keep up to date with how the business positions itself within the wider hospitality industry.
    • Use technology responsibly and take an interest in new developments that relate to your own job role.
    • Work with integrity in a safe, honest and trustworthy manner, putting personal safety and that of others first.
    • Demonstrate a personal commitment to minimising the negative effect on the environment caused by work activities
  • Customer service: 
    • Actively seek opportunities to delight and ‘wow’ customers in line with the business/brand standard.
    • Take an enthusiastic and positive approach to providing excellent customer service and take every opportunity to provide customers with all the information and services they need to get the best out of their stay.
    • Maintain discretion and customer confidentiality.
    • Anticipate and determine customer needs, adapt products and services to meet them and actively seek opportunities to make a great guest experience.
    • Take feedback from customers seriously and actively improve your own customer service in line with business/brand standards.
  • Personal standards: 
    • Pay attention to detail and have high standards of cleanliness and presentation at all times.
  • People:
    • Take a friendly and outgoing approach and enjoy talking and interacting with others, communicating according to the business/brand standard.
    • Demonstrate pride in your own role through a consistently positive and professional approach and be aware of the impact of personal behaviour within the team.
    • Operate in a fair and professional manner.
  • Organisation:
    • Be highly organised and have the ability to multitask whilst maintaining an engaging, friendly and helpful attitude to customers.
  • Communication: 
    • Ensure interdepartmental and external communication provides a good flow of information to meet and exceed customers’ expectations.

External qualifications

This apprenticeship does not feature any external qualifications.

End Point Assessment

  • Test
  • Practical observation
  • Business project
  • Professional discussion

Section title here


For more information about this course please contact us.


Queens Court Regent Street Barnsley South Yorkshire S70 2EG
Tel: 01226 216760 | Email: info@ind-training.co.uk | www.independenttrainingservices.co.uk

These course details were downloaded on 22/06/2021

https://www.independenttrainingservices.co.uk/courses-new/service-industries/apprenticeships/hospitality-team-member-level-2-apprenticeship-standard/

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