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Hospitality Team Member

Level 2 Apprenticeship Standard

HOSPITALITY TEAM MEMBER: THE ROLE

The most important part of the role of a hospitality team member 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 feels welcomed and looked after.

A hospitality team member can work in a range of establishments, for example bars, restaurants, cafés, conference centres, banqueting venues, hotels or contract caterers. This 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.

ABOUT THIS APPRENTICESHIP

Qualification Topics
- Customer service principles, including customer satisfaction and meeting expectations.
- Business knowledge such as achieving targets, handling payments and stock, upselling and unique selling points.
- Communicating with customers and team members
- Principles of first line supervision
- Personal conduct, behaviour and personal performance
- Team working, including leadership and supporting team members.
- Specialist skills: alcoholic drinks, barista, concierge and guest, conference and events, food and drink, food production, house-keeping, reception or reservations.
- Health and safety law, standards and regulations relevant to hospitality.
- Principles of effective resource use, waste reduction and cost saving measures
Specialist Areas in Hospitality
Team members must complete the assessment activities for the core principles of hospitality and their relevant specialist function. They must select one of these specialist functions.
- Food and beverage service
- Alcoholic beverage service (wine, beer/cask ale and cocktails/mixology)
- Barista
- Food preparation
- Housekeeping
- Concierge and guest services
- Reception
- Reservations
- Conference and events operations
What's Involved
- On the job skills training
- Off the job skills training
- Level 1 and Level 2 Functional Skills in English & Maths.
- Business Project support and preparation
- Planning, Target Setting and Feedback
- Mock End Point Assessments
End Point Assessment (after at least 12 months and successful completion of the above — complete the first 3 activities in any order):
- 90 minute on demand test (Multiple-choice test)
- 2 hour Practical observation (covering preparation & service).
- Business Project (focusing on an opportunity/challenge/idea to make an improvement to the business team member is working in)
- Lastly, a 40 minute Professional Discussion, leading to the certificate as a Pass or Distinction.
- The overall grade is based on the combination of performance in all assessment activities.