Hospitality Team Member

Key Information

Level 2
Typical Duration Minimum of 12 Months
Delivery Model One-to-one support in the workplace or in college, with access to workshops
Delivery Location Workplace and Frontier House, Salford Quays, M50 3SR
Start Date September 2020 and onwards

Programme Summary

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 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 services, 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.

What will you learn?

Generic Skills

The values of hospitality, including:

  • The values of customer service, communication with customers and team members
  • Different customer types, their needs and expectations in different hospitality situations
  • Personal and professional behaviours and self organisation
  • Team dynamics and your role within the team
  • Diversity in hospitality
  • The range of businesses and establishments that make up the hospitality industry
  • Business and brand standards
  • Dealing with customer incidents, issues and complaints and the importance of reputation
  • Health, safety and security
  • Current legislative requirements and responsibilities
  • Current environmental issues within hospitality and waste reduction
  • Relevant specialist function

Food & Beverage Service

  • Preparing service areas and equipment for food and beverage service
  • Preparing customer and dining areas for food and beverage service
  • Greeting customers and taking orders
  • Serving food and beverages
  • Maintaining the dining area during service

Alcoholic Beverage Service (Beer/Cask Ale)

  • Preparing service areas, equipment and stock for service
  • Greeting customers, providing accurate information to determine customer requirements for drinks and taking orders
  • Preparing and serving a range of alcoholic and soft drinks, including keg/cask beer
  • Maintaining the service area and stock during service

Food Production

  • Preparing ingredients, service areas, and equipment for service
  • Providing accurate information to team members/customers and effectively communicating about orders/customer requirements
  • Preparing and presenting a range of food items for service
  • Maintaining the service area and stock during service

Apprentices will learn a range of behaviours, for example:

  • Demonstrating high personal hygiene standards and clean workstation ethic at all times
  • Paying attention to detail and having high standards of cleanliness and presentation
  • Working in a discreet manner and maintaining customer confidentiality

How is it delivered and assessed?

The on-programme learning is delivered via workshops and one-to-one tutorial sessions. The college uses the British Institute of Innkeeping Awarding Body Quality Assured Delivery and Assessment Preparation (BIIAB QADAP) to record the on-programme learning and development. Apprentices will also produce a portfolio of evidence, which includes questions and answers, professional discussions, holistic observations and reflective accounts from the workplace.

Mandatory Qualifications

  • BIIAB QADAP -Hospitality Team Member
  • Functional Skills Level 2 in English (unless previously achieved)
  • Functional Skills Level 2 in maths (unless previously achieved)

End Point Assessment

The end point assessment will consist of:

  • A multiple choice test
  • A two hour practical observation in the workplace
  • A business project
  • A professional discussion

Entry Requirements

English and maths at Level 1  is required for this programme. 

Apprentices must be in suitable employment have the opportunity to develop all required knowledge, skills and behaviours aligned to this apprenticeship standard.

Interested in this apprenticeship? Apply now.