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OVERVIEWThis is the hospitality industry’s professional qualification for Team Leader, Assistant Managers and Kitchen Managers. It is suitable for all supervisors in front of house or back of house operations. It is also suitable for those wishing to enter the hospitality industry at this level.
TRAINING BENEFITSOn completion of this 12 month course, apprentices will be able to demonstrate a range of activities related to being a manager in the industry and gain knowledge of leading teams to improve customer service.
ADVANCED BOH AND FOH APPRENTICESHIP (SCOTLAND)LEVEL 3: HOSPITALITY SUPERVISION AND LEADERSHIP
WHAT’S COVERED?ALL LEARNERS WILL NEED TO ACHIEVE THE FOLLOWING MANDATORY UNITS: Set objectives and provide support for
team members
Develop working relationships with colleagues
Lead a team to improve customer service
Contribute to the control of resources
Maintain the health, hygiene, safety and security of the working environment
CANDIDATES WILL NEED TO ACHIEVE THE FOLLOWING: Core Skills Problem Solving L5
Core Skills Working with Others L5
Core Skills Communication L5
Core Skills Numeracy L5
Core Skills ICT L4
Enhancement - Health & Safety at Work Certificate
Enhancement - Scottish Alcohol Licensing Certificate for Personal Licence Holders in Licensed Premises where appropriate
LEARNERS HAVE THE OPTION TO CHOOSE ONE OF THE 8 PATHWAYS AS FOLLOWS: Drinks Service
Food Production Operations
Food Service
Functions
Housekeeping
Portering and Concierge
Reception
Reservations
SET OBJECTIVES AND PROVIDE SUPPORT FOR TEAM MEMBERSThis unit helps learners to set and support individuals and teams to achieve objectives.
IMPROVE THE CUSTOMER RELATIONSHIPTo improve relationships with their customers, learners need to deliver consistent and reliable customer service. In addition, customers need to feel that the learner genuinely wants to give them high levels of service and that the learner makes every possible effort to meet or exceed their expectations. This encourages loyalty from external customers or longer-term service partnerships with internal customers. The learner needs to be proactive in their dealings with their customers and to respond professionally in all situations. The learner needs to negotiate between their customers and their organisation or department in order to find some way of meeting their customers’ expectations. In addition the learner needs to make extra efforts to delight their customers by exceeding customer service expectations.
DEVELOP WORKING RELATIONSHIPS WITH COLLEAGUESThis unit is about developing working relationships with colleagues; within your own organisation and within other organisations that are productive in terms of supporting and delivering your work and that of the overall organisation. ‘Colleagues’ are any people you are expected to work with, whether they are at a similar position or in other positions.
EMPLOYMENT RIGHTS AND RESPONSIBILITIES IN THE HOSPITALITY, LEISURE, TRAVEL AND TOURISM SECTORThis unit comprises of the basic knowledge and understanding of employment law and legislation in the workplace and ensures safeguarding of the learner and employer within the sector.
LEAD A TEAM TO IMPROVE CUSTOMER SERVICEThis unit is about looking at both your organisation and your staffing resources and bringing these together in a constructive way to improve overall customer service. You need to give support and guidance to your team to encourage them to improve their customer service delivery. It is about having a passion for customer service and sharing this enthusiasm with your colleagues and staff team. It is about leading by example.
INTERESTED?Get in touch: 0845 123 8510 or greeneking@lifetimetraining.co.uk
INTERESTED?Get in touch: 0845 123 8510 or greeneking@lifetimetraining.co.uk
CONTRIBUTE TO THE CONTROL OF RESOURCES This unit is about ensuring that you and staff you are responsible for, use resources effectively and efficiently, without undue waste. It covers obtaining supplies, checking equipment, monitoring the use of resources and keeping records.
MAINTAIN THE HEALTH, HYGIENE, SAFETY AND SECURITY OF THE WORKING ENVIRONMENT This unit is about maintaining health, safety, security and hygiene standards relevant to your area of responsibility. The maintenance of these standards is essential in protecting staff and customers from harm.
PATHWAYS
SUPERVISE DRINK SERVICES This unit is about supervising the preparation and delivery of the drink service. It is about enabling a friendly, hygienic efficient service in relaxed safe surroundings, ensuring that the law is fully complied with and that customer behaviour problems are dealt with quickly and correctly.
SUPERVISE FOOD PRODUCTION OPERATIONSThis unit is about supervising food production to ensure that the customer receives their order within reasonable timescales and to quality standards. The unit is about making sure staff have the necessary skills, knowledge and resources required to carry out their work. It is also about monitoring work, dealing with food production problems and supervising operations to ensure the quality of the product.
SUPERVISE FOOD SERVICEThis unit is about supervising the food service and making sure that the service area and equipment are clean and ready for use. It involves: planning; supervising cleaning, clearing and restocking; checking equipment, liaising with other departments and dealing with problems to ensure that service meets the required standard.
SUPERVISE FUNCTIONSThis unit is about supervising a function such as a banquet, corporate entertainment event, reception or conference. The unit covers the preparation, running and closing of the event. As such it includes activities such as briefing, monitoring, clearing up and debriefing staff beyond the close of the function.
SUPERVISE HOUSEKEEPING OPERATIONSThis unit covers the competence that hospitality supervisors require to maintain and improve the housekeeping service. This unit deals with the preparation, supervision and review of the service, involving the planning of equipment and supplies, preparing staff rotas, briefing staff and collecting customer feedback.
SUPERVISE PORTERING AND CONCIERGE OPERATIONSThis unit covers the competence that hospitality supervisors need to supervise the portering and concierge service. It includes preparation, supervision and review of the service and the staff providing it.
SUPERVISE RECEPTION SERVICESThis unit is about supervising the reception service to ensure that it has all the necessary staff, equipment and supplies. It involves ensuring that: procedures are in place for running the service and that staff conduct themselves appropriately and are properly briefed. The unit also covers the monitoring and improvement of the service.
SUPERVISE RESERVATIONS AND BOOKING SERVICESThis unit covers the competence that hospitality supervisors require to supervise the reservations and bookings service. It includes preparation, supervision and review of the service and the staff providing it.
ADVANCED BOH AND FOH APPRENTICESHIP (SCOTLAND)LEVEL 3: HOSPITALITY SUPERVISION AND LEADERSHIP
ADVANCED FOH/BOH PROGRAMME HOSPITALITY SUPERVISION AND LEADERSHIP Level 3
ILP/Skills scan, PDP, BKSB initial assessment and
diagnosticFUSE Induction, E-portfolio sign
up. Embed all in house training into
programme
Development of PDP, start of company induction
Employer and employee
responsibilities.
Company health & safety – fire training,
procedure standards
Essential / Core Skills
Online learning and workbook
Setting objectives for support own learning and development
Essential / Core SkillsOnline
assessment(s) and planning for informal/formal speaking and
listening
Team meeting planning and preparation
agreed
Provide appropriate
place for on line assessment
Lead a team to improve customer
service Including support
and guidance to your team to
improve customer service delivery
Essential / Core Skills
Online and speaking
and listening assessment
Provide appropriate
place for online assessment and
lead team meeting
Progress review
Maintain the health, hygiene,
safety and security of the working environment
Risk assessment/ health and safety
Essential / Core Skills
Online learning and workbook
Support learner in completing 1-2-1 session via phone
with Regional Trainer off the floor
Occupational pathway which
includes:Drink service,
food production operations, food service, functions,
housekeeping, portering and
concierge operations,
reception services and reservations
and booking services
Progress review and action
planning for future assessments
Develop working relationships
with colleaguesLead a team to
improve customer service, involves bringing these together in a
constructive way to improve overall customer service
Employer to complete verbal recorded witness
testimony for competency over time validation
Improve the customer
relationship Includes delivering
consistent and reliable customer
service to encourage loyalty from internal and external customers
Departmental specific training
and review
Contribute to the control of
resourcesSupervise
food services supervising the
food service and making sure that the service area and equipment are clean and ready for use.
It involves: planning;
supervising cleaning, clearing and restocking;
checking equipment,
liaising with other departments and dealing
with problems to ensure that service meets the required
standard
Progress telephone call to ensure aware of remaining targets for achievement
Support own learning and development
Includes understanding
the importance of learning and to
develop a learning environment within
own area of responsibility
Discussion on progression
Sign off with Lifetime Regional
Trainer
Completing any gaps in the framework
Value added options
fuse training modules
Sign Off and progression discussion
SIGN UP MONTH 1 MONTH 2 MONTH 3 MONTH 4 MONTH 5 MONTH 6 MONTH 7 MONTH 8 MONTH 9 MONTH 10 MONTH 11 MONTH 12
Assessment through: observations, discussions, product evidence, Q&A, witness testimony, personal reflection logs, e-learning modules, videos, interactive activities including Personal learning and think skills, ERR, British values, Safeguarding, E&D and WellbeingSign up
Tech Cert (workbook assessments)
Competence assessment
Essential/Core Skills Essenital/Core Skills On-line test
Face to Face Visits Remote Remote Remote RemoteFace to Face Face to Face Face to Face Face to Face
Apprentice guide to learning and skills development
Employer Guide - Work-based learning
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