City & Guilds sample training manual - Level 2 Food and Beverage Service Apprenticeship

Apprenticeship Training Manual Level 2 Hospitality Team Member

Food and Beverage Service

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Contents

Welcome to this City & Guilds apprenticeship training manual How the Hospitality Team Member programme works Food and Beverage Service standards How the standards map to the tasks Task progress checklist

4 7 11 14 17

Introduction Task 1: The principles of hospitality and customer service Task 2: Understanding organisation types and job roles Task 3: Looking at hospitality behaviours

19 29 39

Core hospitality Customer Task 4: Recognising customer profiles Task 5: Knowing your products and services Task 6: Receiving and dealing with customer feedback Business Task 7: Understanding a business’s vision and values Task 8: Minimising financial loss Task 9: Using technology in hospitality Task 10: Knowing your legislative responsibilities Task 11: Caring about environmental issues People Task 12: Using communication methods Task 13: Working in a team Task 14: Working with people from different backgrounds and cultures First line supervision/team leading Task 15: Understanding first line supervision

51 65 77 91 105 119 131 143 151 163 173 185

Hospitality specialist Task 16: Serving food and beverages

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Glossary of key terms

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Distinction level Some of the tasks will help you to understand how to work towards distinction level. These tasks will contain boxes like the one below, which will contain information on what a distinction-level learner will need to demonstrate.

Please note that completing these tasks correctly does not guarantee that you are working at distinction level, but only serves to provide guidance on the level required. You will still need to sufficiently demonstrate the level at which you are working as part of the independent end-point assessment.

Distinction As part of working towards distinction level, the Food and Beverage Service standards require you to be able to demonstrate excellence in your approach, working efficiently and effectively, prioritising tasks and using appropriate communication. You must also be able to execute tasks to an excellent standard and work within planned timescales to maximise productivity and produce high-quality end results, whilst adhering to legal and organisational requirements throughout.

Learner information As a hospitality team member, you can work in a range of establishments, such as bars, restaurants, cafés, conference centres, banqueting venues, hotels or for contract caterers. The role is very varied and although team members tend to specialise in one area, you 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, alcoholic beverage service, barista, food production, concierge and guest services, housekeeping, reception, reservations and conference and events operations. The most important part of your role is developing fantastic ‘hospitality’ skills and knowledge, such as recognising customer needs and knowing how to match them to the products and services of the business.

Your role also includes 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.

You have chosen the specialist area of food and beverage service and this manual has specific tasks to help you record evidence. As you work through these tasks you should always be thinking about how the skills, knowledge and behaviours you are working towards relate to your own specific organisation, work and roles. Wherever possible you should give specific examples based on your own experiences and produce food from the menus of your organisation. Throughout your programme you should also be looking to gather suitable evidence to support your learning for use in the professional discussion.

Tasks can be completed more than once, where necessary, to support the development of practical skills and confidence.

Welcome

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Summary of end assessment A breakdown of the assessment methods and what they involve is shown in the diagram below.

On-demand test ■

■

■ ■ ■

Practical observation

A 90-minute on-demand multiple choice test.

Covers the core and relevant specialist function.

Scenario-based questions.

Externally set and marked.

Undertaken either on your employer’s premises or off-site.

■

■

■

■

■

Two-hour observation in your working environment.

Time may be split to cover preparation and service.

Shows you covering a range of tasks in their specialist function.

Covers core and specialist function elements of the standards.

Must maximise your opportunity to demonstrate competence, eg moving to another area of the business to perform a different part of the job role.

Business project ■

■

■

Project to look at an opportunity/challenge/idea to make an improvement to the business.

Eg customer experience, reducing wastage.

Researched and then presented to employer and independent end assessor.

Complete first three activities in ANY order

Professional discussion ■ ■

■ ■

■

A 40-minute structured meeting.

Led by the independent end assessor, involving you and your employer (eg line manager).

Focusing on the areas of the standards identified.

Includes 10 minutes for presentation of business project, including questions and answers.

Will include areas of the standards not seen in the practical observation or business project, plus key additional areas.

Completion Independent end assessor confirms that each assessment element has been completed. The overall grade is determined by the independent end assessor based on the combination of performance in all assessment activities.

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Food and Beverage Service

Ensure each stage of food and beverage service meets business/brand standard, including, for example, customer arrival, provision of information, promoting menu and other items, taking and processing orders, serving food and drink and taking payments.

Know the range of food and beverage service styles and standards within different types of hospitality operations; the key features of menu items, products and services, and basic food and beverage pairing in line with menu.

16

Use appropriate opportunities to upsell and promote additional products and services.

Actively seek opportunities to delight and Food and beverage service must be ‘wow’ customers in line with the business/ demonstrated in at least one food service style, such as table service, counter service, brand standard. room service or conference and banqueting.

Skills (Show it)

Knowledge and understanding (Know it)

Take a responsible approach to the preparation, sale and service of food and beverages, for example, in relation to safe handling and storage, and accurately communicating the contents of products.

15

Demonstrate the ability and confidence to deputise for the line manager when necessary.

Task

14

Operate in a fair and professional manner.

Put people at ease in all matters (adapt products and services as necessary), helping them to feel welcome and supported and provide them with information that is relevant to their needs.

Understand how to work with people from a wide range of backgrounds and cultures.

Behaviours (Live it)

13

Demonstrate pride in own role through a consistently positive and professional approach, and be aware of the impact of personal behaviour within the team.

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.

Know how to support and influence the team positively, recognising how team members are dependent on each other to meet business objectives.

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

12

Take a friendly and outgoing approach and enjoy talking and interacting with others, and communicating according to the business/brand standard.

Communicate accurately and effectively with others, in line with the business culture, to achieve the best result according to the situation.

Understand the importance of using appropriate methods of communication that are suitable for different situations and individuals’ needs in a variety of hospitality contexts.

Hospitality specialist

First line supervision/ Team leading

People

Task

Behaviours (Live it)

Skills (Show it)

Knowledge and understanding (Know it)

Core hospitality (continued)

Task progress checklist

You can use this checklist to tick off each task as you complete it, so you can see how you are progressing through the manual. You may only complete each task once, but there is space for you to complete and tick off each task twice, if necessary.

Task list

Completion date

✓ Completion date

✓

Task 1: The principles of hospitality and customer service

Task 2: Understanding organisation types and job roles

Task 3: Looking at hospitality behaviours

Task 4: Recognising customer profiles

Task 5: Knowing your products and services

Task 6: Receiving and dealing with customer feedback

Task 7: Understanding a business’s vision and values

Task 8: Minimising financial loss

Task 9: Using technology in hospitality

Task 10: Knowing your legislative responsibilities

Task 11: Caring about environmental issues

Task 12: Using communication methods

Task 13: Working in a team

Task 14: Working with people from different backgrounds and cultures Task 15: Understanding first line supervision

Introduction

Core hospitality

Hospitality specialist

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Task 16: Serving food and beverages

Task progress checklist

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Level 2 Hospitality Team Member – Food and Beverage Service

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Task 1: The principles of hospitality and customer service

Relation to the standards In this task, you will carry out research into the hospitality industry and culture.

You will also understand how hospitality businesses identify different customer groups and their expectations, and why meeting or exceeding customer needs is so important to a hospitality business. As part of this task you will be working towards demonstrating the following skills, knowledge and behaviours.

Knowledge By completing this task, you should be able to: ■ understand what hospitality means and what the culture of the hospitality industry is ■ understand why delivering a customer experience to meet and exceed customer expectations is so important to hospitality businesses.

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Distinction As part of working towards distinction level, the Hospitality Team Member standards require you to be able to execute tasks to an excellent standard and work within planned timescales. You must also follow any legal and organisational requirements throughout your apprenticeship. You should also try to proactively keep up to date with industry developments, trends and business objectives, and look for opportunities to influence improvements in your departmental performance.

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Task 1: The principles of hospitality and customer service Know it

Preparatory activities 1. Define what ‘hospitality’ means to you in three sentences or less.

2. Explain the meaning of: a) hospitality business culture

b) hospitality principles.

3. Explain what is meant by ‘customer service principles’, and how this relates to hospitality.

4. Pick a business in the hospitality industry which you think offers great customer service.

Now describe the different types of customers that the business you have chosen caters for.

Task 1: The principles of hospitality and customer service

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Task 1: The principles of hospitality and customer service Show it

Knowledge application 1. Describe three ways in which you and your organisation display the culture of the hospitality industry.

2. Consider the types of customers that your organisation caters for and describe what their expectations are.

Customer type Customer expectations

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3. What is your role in ensuring these expectations are met? Explain any company procedures you may have to follow.

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Task 2: Understanding organisation types and job roles

Task introduction To complete this task you will need to carry out research into the different types of businesses that provide hospitality and catering across two sectors: the commercial sector and the service sector. You will need to understand the key differences and similarities between the two sectors, and the job roles within these types of organisations, the progression opportunities available, and the skills and behaviours needed to meet the required brand standards.

When completing this task, you will: ■ research the types of hospitality businesses which make up the hospitality industry ■ understand the similarities and differences between the two sectors ■ find out the skills and behaviours required for the different job roles within the industry, and the progression routes.

Key terms Behaviours – relating to the way in which a person acts or conducts themselves, especially towards others.

Commercial sector – includes organisations where the sale of food, beverages and accommodation is the main source of income, eg hotels, restaurants.

Operative – an employee with a set of skills to help them carry out routine daily tasks, eg a waiter, a barperson.

Organisational structure – how job roles are organised within a business at different levels, from management to operative.

Service sector – provides food and beverages to support the main purpose of the organisation, eg hospitals or schools.

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Skills – the technical skills, usually practical, required to do a job role.

Task 2: Understanding organisation types and job roles

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Task 3: Looking at hospitality behaviours Live it

Complete the table below, detailing where/when you demonstrated the following behaviours at work. Reflect upon how successful you were, or, if you feel there are behaviours you need to work on, how you can improve for the future.

Measurable personal behaviours Where/When?

I effectively organise my own workload, following business and brand guidelines at work.

Learner reflection

I have the confidence to ask for guidance if I am unsure of something at work.

I am organised and I fully prepare and participate in performance reviews and training.

I understand the importance of training interventions to develop my performance at work.

I capture and respond to any feedback I receive at work, acting upon feedback relating to my personal performance.

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Task 8: Minimising financial loss

Relation to the standards In this task, you will be looking at ways to minimise financial loss through stock control, waste management and accurate processing of transactions.

As part of this task you will be working towards demonstrating the following knowledge, skills or behaviours.

Knowledge By completing this task you should be able to: ■ know how your role can minimise unnecessary financial loss to the business.

Skills By completing this task you should be able to: ■ carefully handle payments, transactions, stock and packaging to minimise unnecessary financial loss.

Behaviours By completing this task you should be able to: ■ carry out activities with consideration of their cost and value.

Distinction As part of working towards distinction level, the Hospitality Team Member standards require you to have a working knowledge of costs in the department and why their control is important to meet team and organisational needs. You also need to approach tasks/ solve problems with a methodical, considered approach, taking into account potential consequences of your own actions.

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Task 8: Minimising financial loss Know it

Preparatory activities 1. Research and describe five standard procedures for handling different payment types and transactions used in hospitality establishments.

1.

2.

3.

4.

5.

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2. Explain why it is important that all financial transactions are processed accurately when taking customer payments.

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Task 8: Minimising ďŹ nancial loss Know it (continued)

6. Explain what is meant by stock rotation and give an example of how it is implemented for: a) bar stock

b) food stock

7. Explain the four consequences of poor stock control.

1.

2.

3.

4.

8. Research and describe a waste management system used in hospitality businesses to minimise and monitor waste, stating the beneďŹ ts to an organisation of controlling waste.

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Due diligence – demonstrating all reasonable steps have been taken to avoid committing an offence.

Formal dining – a style of dining usually offered in more expensive restaurants.

EFTPOS – Electronic Funds Transfer at Point of Sales: the system that processes card payments from the customer’s account to the business.

Group dynamics – behaviours and psychological processes occurring within a group of people.

Electronic communication – the transfer of information (including writing, images and sounds) transmitted by a wire, radio and electromagnetic system, such as the internet.

Energy management – the use of technology to improve the energy performance of an organisation, which helps reduce energy consumption.

Guéridon service – preparing, cooking and serving menu items at the customer’s table.

Hazard – something that has the potential to cause harm, eg spilt water on a floor.

Human resource – staffing required for the business to operate.

Informal questions – engaging in conversation by asking questions to build rapport.

Environment – the natural world that surrounds us, which is affected by human activity.

In situ service – taking food and beverage items to where the customer is, eg room service.

EPOS – Electronic Point of Sales: the system used to communicate customer orders, and record and process transactions/payments.

Key values – the basic features of how an organisation goes about its work and the practices the organisation follows every day in everything they do.

Equality and diversity – where all customers and employees are treated equally, no one is discriminated against, and people from all backgrounds are actively welcomed.

Lifestyle choices – choices a person makes about how to live and behave, according to their attitudes, tastes, and values.

Equality laws – laws that are put in place to ensure that everyone is treated fairly and equally to legally protect people from discrimination.

Local competition – businesses in the local area offering similar products and services to the same target market.

E-table – an interactive ordering system installed into restaurant tables.

Market share – the portion of a market held by a particular company.

Ethical awareness – the ability to identify moral and ethical contexts and dilemmas.

Mystery shopper – a person employed to pose as a customer to carry out quality checks on service standards and report back to the business.

Familiarity – relaxed friendliness; a friendly approach to others.

Family service – when the main course is plated and dishes of vegetables are placed on the table for customers to help themselves.

FIFO – first in, first out: refers to using old stock before new stock.

Financial transactions – accepting and processing payments for products and services.

Fixed costs – costs a business incurs that remain the same whatever the level of sales, such as rent.

Formal communications – ways of communicating to ascertain or provide important information.

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National competition – larger organisations that have multiple sites across the country offering similar products and services to the same target market.

Non-verbal communication – elements of speech apart from the words and behaviours and that transmit meaning, eg body language, facial expressions.

One-way communication – when information is transferred in one direction only, from the sender to the receiver, with no opportunity for the receiver to give feedback to the sender.

Online presence – a company’s engagement on social media, websites etc.

Level 2 Hospitality Team Member – Food and Beverage Service

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125006173 TL779988

ISBN 978-0-85193-395-5

9 780851 933955

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