Hospitality Team Member

Course Overview

A Hospitality Team Member can work in a range of establishments such as bars, restaurants, cafés, conference centres, hotels or contract caterers. The role is very varied and although hospitality team members tend to specialise in an area, they have to be adaptable and ready to support team members across the business, for example during busy periods. 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.

Hospitality Team Members must select from one of the following specialist functions:

Food and Beverage Service

Learners will gain skills in greeting customers, understanding and promoting menus, matching menu items with beverages, taking and processing orders, serving food and drink, and taking payments. This could be via table service, counter service, room service, conference or banqueting services.

Alcoholic Beverage Service

Learners will gain knowledge of various alcoholic beverages, their characteristics, how to prepare, serve and store them, and how to use specialist equipment for preparing and serving. They will specialise in one of the following three areas: wine service; beer/cask ale; cocktails/mixology.

Food Production

Learners will develop basic food preparation, processing and cooking skills using a variety of pre-packed and fresh ingredients. They will create dishes such as: bar snacks, sandwiches, toasted items, light bites and compile desserts.

Reception

Learners will gain skills in delivering reception operations and dealing with customers with regards to communication and after care. Duties include supporting an efficient checking in/checking out service for customers, answering enquiries and taking reservations and bookings face to face, on the telephone or on- line.

Housekeeping

Learners will develop a range of cleaning and maintenance skills and understand the importance of responsibility using cleaning equipment, techniques, chemicals and agents. They will clean and maintain bedrooms and public areas including furniture, fixtures and fittings, soft and hard flooring.

The Content

This programme will develop core skills, knowledge and behaviours in the following 4 areas:

Customer
Including delivering excellent customer service; customer profiling; customer satisfaction.

Business
Including positive brand/business promotion; handling transactions, payments, stock and packaging; managing own work; communicating product and service information; legislation; marketing and promotions; technology; environmental impacts.

People
Including effective communication; supporting team members; working with people from a range of backgrounds and cultures.

First Line Supervision/Team Leading
Including assisting line managers by supporting the supervision of new and junior employees; deputising.

Functional Skills in English and Maths
Learners who have not already achieved Level 1 English and Maths, must do so as part of the programme and must also attempt the assessment at Level 2.

The Assessment

Learners will need to undertake an End Point Assessment which consists of 4 elements. The first 3 elements may be completed in any order, but must be completed prior to the professional discussion.

• Practical observation.
• Multiple choice test.
• Business project.

• Professional discussion.