Apprenticeship Standard: Hospitality Accommodation Team Member

Knowledge

Apprentices will develop a comprehensive understanding of the guest journey, learning how to enhance experiences through effective communication, cross-selling, and service excellence. They will gain knowledge of customer service principles, handling feedback and complaints, and ensuring guest privacy and safety in line with legislation. The apprenticeship covers secure payment processes, managing guest property, and the importance of interdepartmental communication. Learners will understand food service procedures, food safety, licensing laws, and the use of specialist equipment. They will also be trained in cleaning standards, hygiene management, waste disposal, stock control, and health and safety regulations. Additionally, apprentices will explore performance metrics, personal development, professional standards, sustainable practices, and workplace inclusivity—equipping them with the knowledge to operate confidently and responsibly across all areas of hospitality accommodation.

Skills

Apprentices will develop a wide range of practical skills essential for delivering exceptional guest experiences across hospitality settings. They will learn to guide and support guests throughout their stay, respond to requests, and promote additional services to enhance satisfaction and loyalty. Effective communication, tailored to diverse guest needs, is a key focus, alongside handling feedback and resolving complaints professionally. Apprentices will gain competence in managing transactions, applying packages, and safeguarding guest property. They will follow food service and safety procedures, prepare beverages, and use specialist equipment efficiently. Skills in cleaning, hygiene, waste disposal, and stock management ensure high operational standards. Apprentices will also learn to work safely, meet performance targets, manage their time, contribute to team briefings, and uphold principles of sustainability, equity, diversity, and inclusion—preparing them to thrive in a fast-paced, guest-focused environment.

Behaviours

Apprentices are expected to demonstrate professionalism by taking responsibility for their wellbeing and development, maintaining high standards of hygiene and safety, being commercially and customer focused, working collaboratively, and consistently upholding punctuality, appearance, and team values.

Typical Duties that an Apprentice will carry out in the workplace:

• Welcome guests and assist with check-in and check-out procedures at reception.
• Serve food and beverages in dining areas or bars, following service standards.
• Handle guest enquiries, requests, and complaints professionally and promptly.
• Promote additional services and offers to enhance the guest experience.
• Manage room keys and guest property, including lost and found procedures.