Hospitality Team Member Apprenticeship
Occupational Profile
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.
Standards
Apprentices must meet all of the core requirements of the standards, examples of which are shown below. The full standards can be downloaded via the government's website at:
Knowledge
- 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 standards
- Know the business vision and values, its main competitors, how it fits into the wider hospitality industry and how own area of work contributes to achieving business targets
- Recognise and understand legislative responsibilities relating to the business and the products and / or services it offers
- Understand the importance of using appropriate methods of communication that are suitable for different situations and individuals’ needs in a variety of hospitality contexts
- Understand how to work with people from a wide range of backgrounds and cultures
Skills
- Use clear and engaging communication to establish a good rapport with customers and ask relevant questions to determine their needs
- Perform activities to positively promote business / brand standards and identify opportunities to increase sales and achieve customer loyalty
- Clearly communicate relevant and useful information on products and services based on a clear understanding of customers’ needs
- Comply with legal requirements to avoid risks, minimise disruption to the business and to maintain the safety and security of people at all times
- Communicate accurately and effectively with others in line with the business culture to achieve the best result according to the situation
- Support team members to ensure that the products and services delivered are of a high quality, on time and meet customer expectations in line with business needs
Behaviours
- Use own initiative and have confidence in determining customers’ needs
- Take an enthusiastic and positive approach to providing excellent customer service
- Take feedback from customers seriously and actively improve own customer service in line with business / brand standards
- Work with integrity in a safe, honest and trustworthy manner putting personal safety and that of others first
- Demonstrate pride in own role through a consistently positive and professional approach, and be aware of the impact of personal behaviour within the team
- Demonstrate the ability and confidence to deputise for the line manager when necessary
Downloads (full details from government website)
Apprenticeship Standards for Hospitality Team Member
Assessment plan for Hospitality Team Member
Key Facts:
Campus: Hereford
Level: 2
Entry Requirements: Employers will set their own entry requirements for this apprenticeship
Duration: Based on the entry requirements the minimum duration for this apprenticeship is 12 months.
Progression: Progression from this apprenticeship is expected to be onto a hospitality supervisory or team leading role.
Contact
Telephone: 0800 032 1986
Email: apprenticeships@hlnsc.ac.uk