• 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 

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

• 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.