Apprenticeship Standard: Hospitality Team Member L2

Introduction to the hospitality industry

• Understand what hospitality means, for example the culture of the industry.
• Appreciate the importance of hospitality behaviours such as personal conduct, being adaptable, using initiative and communicating with a diverse range of people.
• Know the range of businesses and establishments that make up the hospitality industry.

Customers

• Recognise customer profiles in hospitality and how customers have different needs.
• Understand the importance of meeting, and where possible, exceeding customer expectations in line with the business/brand standard.
• Understand the importance of receiving and dealing with customer feedback to support the improvement of products and services and provide value for money.
• Use clear and engaging communication to establish a good rapport with customers and ask relevant questions to determine their needs.
• Deliver excellent customer service in line with the business/brand standards.
• Check that customers are satisfied with products and services and act on feedback in line with business procedures.

Business

• Know the business vision and values, its main competitors, how it fits into the wider hospitality industry and how your own area of work contributes to achieving business targets.
• Understand to positively promote business/brand standards and identify opportunities to increase sales and achieve customer loyalty.
• Understand how the role can minimise unnecessary financial loss to the business.
• Understand how personal discipline in approach to work, for example time-keeping, attendance, personal appearance, personal presentation and conduct can all have an impact on the business/brand reputation.
• Know the products/services that are offered by the business, their prices, and special offers and how to match them to customers’ needs.
• Clearly communicate relevant and useful information on products and services based on a clear understanding of customers’ needs.
• Understand how the use of technology can enhance customer service and productivity in hospitality businesses.

People

• Understand the importance of using appropriate methods of communication.
• Know how to support and influence the team positively.
• Understand how to work with people from a wide range of backgrounds and cultures.

First line Supervision

• Understand how to support the supervision of team members, for example new and junior employees to assist line manager.
• Contribute to meetings and planning shifts, support shift briefings and assist in the monitoring of standards to help ensure quality is maintained.

Hospitality specialist: Hospitality team members must select from one of the following specialist functions: –

• Food and beverage service
• Serving alcoholic beverages
• Barista
• Food preparation
• Housekeeping
• Concierge and guest services
• Reception
• Reservations
• Conference and banqueting