Hospitality Team Member - Level 2 Standard

A Hospitality Team Member can work in a range of establishments, for example bars, restaurants, cafes, 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 have to 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.

The course includes (but is not limited to) the following Knowledge, Skills and Behaviours

Customer:
Recognise customer profiles in hospitality and how customers have different needs; Deliver excellent customer service in line with the business/brand; Take feedback from customers seriously and actively improve own customer service.

Business:
Know how own role can minimise unnecessary financial loss to the business; Carefully handle payments, transactions, stock and packaging to minimise unnecessary financial loss; Carry out activities with consideration of their cost and value.

People:
Understand how to work with people from a wide range of backgrounds and cultures; Communicate accurately and effectively with others; Operate in a fair and professional manner.

First-line supervision/Team leading:
Understand how to support the supervision of team members; Contribute to meetings and planning shifts; Demonstrate the ability and confidence to deputise for the line manager when necessary.

You must then choose to specialise in one of the following functions:
Food and beverage service
Alcoholic beverage service
Barista
Food production
Concierge and guest services
Housekeeping
Reception
Reservations
Conference and Events Operations


End Point Assessment (EPA)

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-minute multiple choice test

Practical observation:  2-hour observation of the apprentice in the workplace

Business Project:  Project to look at an opportunity/challenge/idea to make an improvement to the business.
These can be undertaken in any order.

Final activity: Professional Discussion - 40-minute structured meeting

As part of the apprenticeship framework, reviews are completed every 12 weeks by the assessor where progress is discussed by the apprentice, assessor and employer.

Next: What will I learn?

What will I learn?

The course includes (but is not limited to) the following Knowledge, Skills and Behaviours

Customer:
Recognise customer profiles in hospitality and how customers have different needs; Deliver excellent customer service in line with the business/brand; Take feedback from customers seriously and actively improve own customer service.

Business:
Know how own role can minimise unnecessary financial loss to the business; Carefully handle payments, transactions, stock and packaging to minimise unnecessary financial loss; Carry out activities with consideration of their cost and value.

People:
Understand how to work with people from a wide range of backgrounds and cultures; Communicate accurately and effectively with others; Operate in a fair and professional manner.

First-line supervision/Team leading:
Understand how to support the supervision of team members; Contribute to meetings and planning shifts; Demonstrate the ability and confidence to deputise for the line manager when necessary.

You must then choose to specialise in one of the following functions:
Food and beverage service
Alcoholic beverage service
Barista
Food production
Concierge and guest services
Housekeeping
Reception
Reservations
Conference and Events Operations

Next: Assessment

How will I be assessed?

End Point Assessment (EPA)

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-minute multiple choice test

Practical observation:  2-hour observation of the apprentice in the workplace

Business Project:  Project to look at an opportunity/challenge/idea to make an improvement to the business.
These can be undertaken in any order.

Final activity: Professional Discussion - 40-minute structured meeting

As part of the apprenticeship framework, reviews are completed every 12 weeks by the assessor where progress is discussed by the apprentice, assessor and employer.

Next: Career Opportunities?

Career Opportunities

Recognised qualification for your CV.

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

Next: Entry requirements

Entry requirements

It is recommended that you have an English and Maths GCSE.

Employers will set their own entry requirements in order to start on this apprenticeship.  However, you should:
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.

Ideally, you will be employed for a minimum of 30 hours a week in the professional area that your Apprenticeship is in.

Looking for Employment? See below for what to do next…

- Apply for this apprenticeship.  We can then support you to find employment and prepare your job application.

- Register your details and search online for vacancies at www.gov.uk/apply-apprenticeship

- Check the College’s website page regularly (sometimes employers only want to recruit locally and so they advertise on our website and not the NAS website): www.kendal.ac.uk/apprenticeships/apprentice/

- Make sure your CV is up to date and is relevant to the job industry you are applying to.

Adult fees

£

Next: Apply

Apply for Hospitality Team Member - Level 2 Standard

Click here to apply