Hospitality

Hospitality Team Member (4 routeways)

Level: 2
Qualification: Hospitality Team Member
Course Length: 12-18 Months

A hospitality team member can work in a range of establishments, for example bars, restaurants, cafés, conference centres, banqueting venues, hotels or contract caterers. The role is very varied and although hospitality team members tend to specialise in an area, they must be adaptable and ready to support team members across the business, for example during busy periods.  Specialist areas in hospitality include food and beverage service, serving alcoholic beverages, barista, food preparation, housekeeping, concierge and guest services, reception, reservations and conference and banqueting. The most important part of the role is developing fantastic ‘hospitality’ skills and knowledge such as recognising customer needs, knowing how to match them to the products and services of the business and working as part of a team 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.

 

Routeways:

Routeway 1: Food & Beverage

Know the range of food and beverage service styles and standards within different types of hospitality operations; the key features of menu items products and services, and basic food and beverage pairing in line with menu

Routeway 2: Beverage Service

Know a variety of alcoholic beverages, their basic characteristics, information required for the customer, equipment required to store, prepare and serve them and storage conditions required for optimum quality

Routeway 3: Conference & events Co-ordinator

Understand how to adapt approach and communication with the customer depending on the nature of their visit and event for example the difference in approach for a wedding party or a business. Know how and where to secure resources and own authority to do so, in line with the organisation’s procedures.

Routeway 4: Food Production

Know how to perform basic food processing tasks such as preparation, cooking and regeneration of food in line with business / brand specifications and identify how to follow kitchen procedures to maintain food safety and quality. Know how to maintain excellent standards of hygiene and how to use equipment correctly and store food safely.

 

Progression

Progression from this apprenticeship is expected to be onto a hospitality supervisory or team leading role.

 

As well as meeting the Apprenticeship standards, covering the Customers, Business, People and Leadership requirements by using the BIIAB Qadaps.

The Qadaps will help you to know and understand what hospitality means and the culture of the industry.  You will know how to deal with customers and exceed their expectations and you will communicate with a diverse range of people.  You will be polite and helpful when you deal with customers and understand the different businesses and establishments that make up the hospitality industry.  You will know the business vision, values and the products and services that are offered in line with the business/brand.  The module will also enable you to know and demonstrate the skills and behaviours you need when working to high standards of communication.

All hospitality team members must have the following introductory knowledge:

  • Understand what hospitality means; the culture of the industry and why delivering a customer experience to meet and exceed customer’s expectations is so important to hospitality businesses.
  • Appreciate the importance of hospitality behaviours such as personal conduct, being adaptable, using initiative and communicating with a diverse range of people.
  • Know the range of businesses and establishments that make up the hospitality industry, their differences and similarities and the variety of job roles and progression opportunities that are available.

You are then able to choose from 1 of the following routeways:

 

Routeway 1: Food & Beverage Service

Know the range of food and beverage service styles and standards within different types of hospitality operations; the key features of menu items products and services, and basic food and beverage pairing in line with menu.

Ensure each stage of food and beverage service meets business / brand standard, including, 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.

 

Routeway 2: Beverage Service

Know a variety of alcoholic beverages, their basic characteristics, information required for the customer, equipment required to store, prepare and serve them and storage conditions required for optimum quality.

Provide accurate information on alcoholic beverages, prepare, serve and store alcoholic beverages in the correct manner and use specialist equipment for preparing and serving alcoholic beverages appropriately.

Plus specialist skills from one of wine service or  beer / cask ale below

(Wine service) Know a variety of wine styles and popular grape varieties, their basic characteristics, basic wine and food pairing in line with the menu, information that will help inform customers, equipment required to store and serve wines and conditions required for optimum wine quality.

Provide accurate information on the wine menu, make basic recommendations to customers based on menu, serve and store wine in the correct manner and use specialist equipment for preparing and serving wine appropriately.

(Beer / Cask Ale) Know a variety of beers, including bottled, keg and cask ales, their characteristics, basic food pairing in line with the menu, information that will help inform customers, the equipment required to store and serve them and conditions required for optimum quality and the correct cellar procedures and conditions.

Provide accurate information on beers, including bottled, keg and cask ales; make recommendations to customers based on menu, serve and store beer and cask ales in the correct manner and use specialist equipment appropriately. Help ensure that the correct cellar conditions are maintained to preserve the quality of the beer / cask ale.

 

Routeway 3: Food Production

Know how to perform basic food processing tasks such as preparation, cooking and regeneration of food in line with business / brand specifications and identify how to follow kitchen procedures to maintain food safety and quality. Know how to maintain excellent standards of hygiene and how to use equipment correctly and store food safely.

Perform basic cleaning, washing up, food processing, preparation, regeneration and cooking tasks following line with the kitchen procedures and maintain food safety and quality (basic food processing and preparation includes for example sandwiches, bar snacks, light bites, compiling desserts, toasted items).

 

Routeway 4: Conference and Events Operations

Understand how to adapt approach and communication with the customer depending on the nature of their visit and event for example the difference in approach for a wedding party or a business. Know how and where to secure resources and own authority to do so, in line with the organisations procedures.

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.

The apprenticeship programme consists of on-the-job and 20% off-the-job training delivered through training workshops, on-the-job training from your employer, independent study and work-based visits from your assessor. At skills edge the knowledge delivery, skills and behaviour observations are through BIIAB Qadap pack. Whilst your e-portfolio is our own Skill Star platform, where you will cover your course as well as My World Matters (including British Values, Prevent, Equality & Diversity, Safeguarding to name a few)

Our 3 monthly Qadap Modules will help you to know and understand what hospitality means and the culture of the industry.  You will know how to deal with customers and exceed their expectations and you will communicate with a diverse range of people.  You will be polite and helpful when you deal with customers and understand the different businesses and establishments that make up the hospitality industry.  You will know the business vision, values and the products and services that are offered in line with the business/brand.  The module will also enable you to know and demonstrate the skills and behaviours you need when working to high standards of communication.

The aim of the Module Pack for Learning Guidance is to give assessors direction on the types of specific answers, knowledge, skills and behaviours that apprentices should show in each question against each standard for this apprenticeship.

 

What you need to complete

To meet the assessment requirements for the standard you will need to complete our quarterly Milestone Achievement Modules, giving full and detailed answers to each question.

Your assessor will assess the Milestone Achievement Module and give you feedback on what you have achieved and what you need to do in order to develop further.

Functional skills English writing, reading and speaking, listening and communication can also be embedded in the answers to questions throughout these modules.

After you have completed the Milestone Achievement Module and your assessor has confirmed that you have met the requirements, you will receive a BIIAB Quadap Certificate.

 

End Point Assessment

The apprentice will be assessed to the apprenticeship standard using four complementary assessment methods.  The assessment is synoptic, i.e. takes a view of the overall performance of the apprentice in their job.  The assessment activities will be completed by the independent end assessor as follows.

On demand test: 90 minutes on demand multiple choice test

Covers the core and relevant specialist function, Scenario based questions, externally set and marked, Undertaken either on the employer’s premises or off site

Practical observation: 2 hours

Observation of the apprentice in the working environment, Time may be split to cover preparation and service, shows apprentice covering a range of tasks in their specialist function

Business project:

Project to look at an opportunity / challenge / idea to make an improvement to the business, E.g. customer experience, reducing wastage, Researched and then presented to employer and independent end assessor

Professional discussion: 40 minutes

Structured meeting, Led by the independent end assessor, involving the apprentice and employer (e.g. line manager)

 

Thank you for your enquiry, we will endevour to get back to you as soon as we can.
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