Apprenticeship Standard: Hospitality Supervisor L3

Knowledge

• Motivating the team to work according to the business vision and values and to achieve business targets.
• The financial operations of hospitality businesses and how to source and use financial information relating to your own area of work.
• How your own business area interacts with others and the organisation as a whole and the standard business operating procedures.
• Identify, plan for and minimise risks to the business and service.
• How a variety of technologies support the delivery of hospitality products and services.
• Effectively organise and coordinate a team to provide required levels of service to meet customer demand.
• Work with hospitality team members to achieve targets and support business objectives and work fairly with individuals that have diverse needs.
• Select the best methods of communication to motivate and support team members in a hospitality environment.
• Identify the knowledge and skills required of hospitality teams. Know how own team fits within the wider business and how to maximise team members’ potential to drive the best results for the business.
• The importance of customer profiles, how to build them and understand how this enables the business to meet their needs profitably and in line with business / brand standards.
• The requirements of the product and brand standards of the business. Identify the different leadership styles and supervisory management skills which are effective in hospitality businesses.

Skills

• Contribute to and monitor operational procedures, working practices and team performance and make recommendations for business improvements.
• Operate within budget, exercising strict resource control and minimising wastage, using appropriate techniques to manage and control costs
• Supervise the delivery of a quality service that supports the department in achieving overall business objectives.
• Monitor the team to ensure they follow processes and procedures in line with business/brand standards at all times.
• Identify and isolate matters of concern, establish the cause and intervene accordingly to minimise disruption to the service and risk to people.
• Use available technology effectively in all work activities and performance.
• Plan, resource and organise the team to meet expected levels of customer demand within business constraints.
• Set realistic but challenging objectives with the team and work continuously to accomplish the best results.
• Demonstrate effective methods of communication that achieve the desired results, taking action to correct poor communication within the team.
• Actively support team members to maximise potential in their role and identify opportunities for development.
• Coordinate the team to deliver to customers according to their needs in line with business/brand standards, enhancing their experience where appropriate.
• Implement sales and marketing strategies in your own area, ensuring the team are fully supported to deliver them and make suggestions for future sales and marketing activities within area of responsibility.
• Use leadership styles and supervisory management skills appropriate to the business and situation. Ensure team members are aware of and follow policy relating to diversity.

Hospitality specialist: Hospitality Supervisors must select an operational area from one of the following specialist functions: –

• Food and Beverage Supervisor • Bar Supervisor • Housekeeping Supervisor • Concierge Supervisor • Front Office Supervisor • Events Supervisor • Hospitality Outlet Supervisor