Hospitality Team Member (Level 2)

Who is this Apprenticeship for?

This course is for any eligible candidates who wish to develop their knowledge, skills, and behaviours as a team member within the hospitality sector.

A hospitality team member can work in a range of establishments, for example bars, restaurants, cafés, conference centres, banqueting venues, hotels or contract caterers. The role is very varied and although hospitality team members tend to specialise in an area, they have to be adaptable and ready to support team members across the business, for example during busy periods. Specialist areas in hospitality include food and beverage service, serving alcoholic beverages, barista, food preparation, housekeeping, concierge and guest services, reception, reservations and conference and banqueting. The most important part of the role is developing fantastic ‘hospitality’ skills and knowledge such as recognising customer needs, knowing how to match them to the products and services of the business and working as part of a team to ensure that every customer, whether they are eating in a restaurant, drinking cocktails in a bar, ordering room service in a hotel or attending a business conference feels welcomed and looked after.

All hospitality team members must have the following introductory knowledge:

Understand what hospitality means; the culture of the industry and why delivering a customer experience to meet and exceed customer’s expectations is so important to hospitality businesses.
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, their differences and similarities and the variety of job roles and progression opportunities that are available.

Are there any entry requirements?

Must be a UK citizen, or have the right of abode in the UK, or is a citizen of a country that is within the EEA and have been ordinarily resident in the UK, the EU or the EEA continuously for the previous three years before the start of learning.

Candidates will have achieved GCSE Grade 2/ E or equivalent in Level 1 in English and Mathematics as a minimum. We also offer Functional Skills English and maths at Level 1 for those needing to gain these qualifications prior to enrolment.

Apprentices must be employed, ideally for a minimum of 30 hours, in an existing role with Team Leader and/or Supervisory responsibilities to meet and develop the skills, knowledge and behaviours needed to be successful in this area.

What is the curriculum intent of this Apprenticeship?

The structure and delivery of the course curriculum will enable you to develop the skills, knowledge, and behaviours to reflect the needs of local and regional employers, gain qualifications and be successful in this area.

The curriculum is planned and sequenced to enable learners with previous knowledge and experience to develop the new skills needed to progress to the next stage of their career, training, education, or employment.

The curriculum is flexible and responsive to learner demands and can be tailored to suit individual needs, arising from any current and dynamic issues affecting their role, which can be addressed during workshop sessions.

As an apprentice you will need to be able to demonstrate knowledge and practical skills at the end of your apprenticeship training programme and understand how this reflects the needs of the local, regional, and national economy.

What will the Apprenticeship cover?

The Hospitality Team Member Level 2 Apprenticeship will develop the knowledge and understanding of:

Customer

Customer profile and needs
Importance of customer expectations
Importance of customer feedback

Business

Business vision and values
Minimising financial loss
Impact of personal discipline
Matching products/ services to customers needs
How the business can increase its market share and compete
Technology to enhance customer service and business productivity
Recognise and understand legislative responsibilities
Environmental effect of the hospitality business

People

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 / Team leading

Understand how to support the supervision of team members

Develop the skills in:

Clear and engaging communication
Delivering excellent customer service
Checking customers are satisfied with products and service
Positively promote business/ brand
Carefully handling of payments, transactions, stock and packaging
Organisational skills
Clearly communicate information on business products and services
Actively promote USP and offers/ promotions available
Using technology efficiently and appropriately
Complying with legal requirements
Working in a way that minimises negative effects on the environment
Communicating accurately and effectively with others
Supporting team members to ensure that the products and services delivered are of a high quality
Putting people at ease in all matters, adapt products and services as necessary
Contributing to meetings and planning shifts, support shift briefings

Demonstrate behaviours in:

Using own initiative and confidence to determine customer needs
Enthusiastic and positive approach
Taking feedback seriously and actively
Proactively support the reputation of the business
Carrying out activities with consideration of their cost and value
Organising own work and ask for guidance/ feedback on own performance
Confidently demonstrate a belief in business products and services
Keeping up to date with how the business positions itself within the wider hospitality industry
Using technology responsibly and take an interest in new developments
Working with integrity in a safe, honest and trustworthy manner putting safety first
Demonstrating personal commitment to minimising the negative affect on the environment caused by work activities
Taking a friendly, outgoing approach and enjoy talking and interacting with others
Demonstrating pride in own role through a consistently positive and professional approach
Operating in a fair and professional manner
Demonstrating the ability and confidence to deputise for the line manager when necessary

End Point Assessment Methods

To trigger the End Point Assessment, you must have:

Proof of English & maths GCSE minimum grade 2+ (E+) or equivalent level 1 qualification
The apprentice employer must confirm that they are working at or above the occupational standard

The End Point Assessment consists of:

Knowledge Test: 90 minute on demand multiple choice test
Practical Observation: 2 hour observation of the apprentice in the working environment
Business Project: Project to look at an opportunity / challenge / idea to make an improvement to the business.
Professional Discussion: 40 minute structured meeting, led by the independent end assessor, involving the apprentice and employer

This standard will be graded as Distinction, Pass or Fail.

What can I do when I have finished this Apprenticeship?

The Hospitality Team Member role may be a gateway to further career opportunities, such as management or senior support roles.

You may wish to pursue a career as a supervisor or team leader and / or decide to join the Hospitality Supervisor (Level 3) Apprenticeship

Where and when will I learn?

During the course you will be expected to attend one of our training centre, once a month to work towards the mandatory elements of the standard via the e-portfolio. The remaining days will be spent working with your employer gaining the skills, knowledge and behaviours required in preparation for End Point Assessment (EPA). Functional Skills English and maths are embedded into your training programme.

*Please note, Training can also take place via Teams

This on-programme taught element will typically take 12 months, but this is based on a vocational initial assessment to determine prior learning in this area. The End Point Assessment will be completed within 3 months of completing the on-programme taught element.

How much will the Apprenticeship cost?

There are no fees for this apprenticeship.

What do I do next?

You can:

View our latest vacancies

Or you can:

Apply for this apprenticeship area to be entered into a 'pool of candidates'. When a relevant vacancy becomes available we will contact you.
If you are already employed in this area and wish to join the apprenticeship training, or have identified an employer wishing to start you as an apprentice in this area,