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