City & Guilds sample training manual - Food Production Level 2 Apprenticeship

Apprenticeship Training Manual Level 2 Hospitality Team Member

Food Production

Food Production ATM Cover.indd 1

30/11/2017 16:18

Contents

Welcome to this City & Guilds apprenticeship training manual How the Hospitality Team Member programme works Food Production 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: Food production

195

Glossary of key terms

211

01_L2 Food Production_Prelims_3.indd 3

05/01/2018 13:17

Welcome to this City & Guilds apprenticeship training manual

Using this manual This training manual is designed to help ensure that you gain experience in each of the standards required of a hospitality team member apprentice in food production, and it should be seen as a supporting resource. Use of the manual will also aid your employer and/or training provider to deliver the 20% off-the-job training requirement that is part of every apprenticeship programme, as the tasks can be completed away from the workplace. This manual also includes a task which covers the food production specialist function of the Hospitality Team Member standards. The food production task is designed to support you within the workplace, enabling you to record the various foods that you prepare for customers.

This manual is not designed to be used for assessment, although completing the tasks correctly should, in many cases, produce evidence that might be used for independent end-point assessment (for example, in the professional discussion).

There is no requirement for you to perform the tasks in the order given in this manual, and employers and training providers should feel free to assign each task in any order. It is advisable, however, that you complete the Introduction section first to ensure that you have knowledge of the hospitality industry.

By design, the knowledge, behaviours and skills required of a food production team member apprentice should be demonstrated on the job, as you progress through your programme. Simply completing the tasks in this manual without appropriate context will not be sufficient to prepare you for end-point assessment.

Know it, Show it, Live it Each task in this manual has three main sections. These are explained below: ■

■

■

4

‘Know it’ – this section features preparatory activities that focus on the knowledge and theory aspects of the standards. These will often require you to complete personal research and answer questions with thought-out explanations.

‘Show it’ – this section features more active task-based activities, which show application of the knowledge learners have covered in the ‘Know it’ section, within the workplace. These will often require you to describe your own experiences, using examples from your place of work and detail where you have used certain skills and knowledge.

‘Live it’ – this section focuses on the behavioural element of the standards and features the behaviours you should be demonstrating in the workplace, where possible. You can reflect upon how successful you have been or what you need to improve on. In this section, you can also reflect upon what you have learned by carrying out the designated task and what you are planning to continue to develop in the future. Your employer/tutor can also give constructive feedback, which you can use for your own future development.

Level 2 Hospitality Team Member – Food Production

01_L2 Food Production_Prelims_3.indd 4

05/01/2018 13:17

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 the employer’s premises or off-site.

■

■

■

■

■

Two-hour observation in the 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 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 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 and must include distinction in the two observations, plus a distinction in at least one of the other assessment activities and a pass in the other to achieve distinction overall.

8

Level 2 Hospitality Team Member – Food Production

01_L2 Food Production_Prelims_3.indd 8

05/01/2018 13:17

Grading Pass and distinction grades are applied at the end-point assessment.

The criteria for both is explained below.

In order to pass you need to do the following.

Assessment method On-demand test

Practical observation

Grading In the on-demand test you must achieve the correct percentage (eg 70%) of correct answers to pass the assessment activity.

In the practical observation you must demonstrate competence against all of the assessment criteria, both for the core and your chosen specialist function.

Observations need to be carefully planned to ensure adequate opportunity to cover the criteria.

Business project

timurtas onan/Shutterstock.com

Professional discussion

To pass, the observation will recognise competence in achieving tasks on time and to standards.

In the business project you must demonstrate competence against all of the assessment criteria.

In the professional discussion you must demonstrate competence against all of the assessment criteria.

How the Hospitality Team Member programme works

01_L2 Food Production_Prelims_3.indd 9

9

05/01/2018 13:17

12

Level 2 Hospitality Team Member – Food Production

01_L2 Food Production_Prelims_3.indd 12

05/01/2018 13:17

Business

Proactively support the reputation of the business and be aware of how it compares with its competitors.

Perform activities to positively promote business/brand standards and identify opportunities to increase sales and achieve customer loyalty.

Carefully handle payments, transactions, stock and packaging to minimise unnecessary financial loss.

Prepare and organise own work, for example, arriving promptly for shifts, communicating information at team meetings/briefings, following business/brand guidelines and procedures, meeting agreed deadlines.

Clearly communicate relevant and useful information on products and services, based on a clear understanding of customers’ needs.

Actively promote the unique selling points of the business and special offers and promotions available to customers.

Use technology appropriately and efficiently, in line with company policy, in a way that supports customer service and ensure that faults and maintenance issues are reported promptly.

Comply with legal requirements to avoid risks, minimise disruption to the business and maintain the safety and security of people at all times.

Work in a way that minimises negative effects on the environment, for example, by managing wastage in line with business procedures.

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.

Know how own 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.

Know how the business aims to increase its market share and compete against its main competitors, for example, its unique selling points, promotions and marketing campaigns.

Understand how the use of technology can enhance customer service and productivity in hospitality businesses.

Recognise and understand legislative responsibilities relating to the business and the products and/or services it offers.

Know how the activities in hospitality businesses can have a negative effect on the environment.

Continues on next page

Demonstrate personal commitment to minimising the negative effect on the environment caused by work activities.

Work with integrity in a safe, honest and trustworthy manner, putting personal safety and that of others first.

Use technology responsibly and take an interest in new developments that relate to own job role.

Keep up to date with how the business positions itself within the wider hospitality industry.

Confidently demonstrate a belief in the products/services the business offers.

Organise own work and have the confidence to ask for guidance, fully participate in performance reviews and training, and act on feedback relating to personal performance.

Carry out activities with consideration of their cost and value.

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 Task 16: Food production

Task progress checklist

01_L2 Food Production_Prelims_3.indd 17

17

05/01/2018 13:17

timurtas onan/Shutterstock.com

18

Level 2 Hospitality Team Member – Food Production

01_L2 Food Production_Prelims_3.indd 18

05/01/2018 13:17

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.

7505811966/Shutterstock.com

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.

20

Level 2 Hospitality Team Member – Food Production

02_L2 Food Production_Task 1_3.indd 20

05/01/2018 13:17

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

mavo/Shutterstock.com

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

Task 1: The principles of hospitality and customer service

02_L2 Food Production_Task 1_3.indd 23

23

05/01/2018 13:17

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

4. Think about a time when you delivered a really great customer experience which met the customer’s expectations. If you cannot think of one, perhaps use an example of someone you have witnessed, or a time when you received a great customer experience.

Think about and discuss the following: ■ What were the customer’s expectations?

■ What communication was used?

■ What knowledge was demonstrated?

■ What behaviours were demonstrated?

■ What skills were demonstrated?

What do you think the consequences of not meeting a customer’s expectations would have been in this situation?

24

Level 2 Hospitality Team Member – Food Production

02_L2 Food Production_Task 1_3.indd 24

05/01/2018 13:17

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.

fotoinfot/Shutterstock.com

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

Task 2: Understanding organisation types and job roles

03_L2 Food Production_Task 2_3.indd 29

29

05/01/2018 13:19

Task 2: Understanding organisation types and job roles Show it (continued)

4. Refer to a copy of the organisational structure for your place of employment, and complete the following table. Include two examples of job roles at each level, and describe the skills and behaviours required.

Job role Skills Behaviours Management

Supervisory

Operative

5. How do the roles, skills and behaviours differ in your organisation from the ones you identiďŹ ed previously in other organisations?

Task 2: Understanding organisation types and job roles

03_L2 Food Production_Task 2_3.indd 35

35

05/01/2018 13:19

Task 3: Looking at hospitality behaviours

Relation to the standards In this task, you will be thinking about how you and your organisation demonstrate the different hospitality behaviours in the industry. As part of this task you will be working towards demonstrating the following skills, knowledge or behaviours.

Knowledge By completing this task, you should be able to: ■ appreciate the importance of hospitality behaviours such as personal conduct, being adaptable, using initiative and communicating with a diverse range of people ■ understand how personal discipline in your approach to work, for example time-keeping, attendance, personal appearance, personal presentation and conduct, can all have an impact on the business/brand reputation.

Skills By completing this task, you should be able to: ■ prepare and organise your own work, for example promptly arriving for shifts, communicating information at team meetings/briefings, following business/brand guidelines and procedures, and meeting agreed deadlines.

Behaviours By completing this task, you should be able to: ■ organise your own work and have the confidence to ask for guidance, fully participate in performance reviews and training, and act on feedback relating to your personal performance.

Distinction As part of working towards distinction level, the Hospitality Team Member standards require you to look for opportunities to influence improvements in departmental performance in line with new trends and developments, evaluate your own performance and take development opportunities to improve in your own job role. You also need to take responsibility for identifying possible development opportunities for yourself and team members, and evaluate your own skills and performance, seek feedback from others and proactively engage with performance reviews and development planning.

40

Level 2 Hospitality Team Member – Food Production

04_L2 Food Production_Task 3_3.indd 40

05/01/2018 13:18

SpeedKingz/Shutterstock.com

162

Level 2 Hospitality Team Member – Food Production

13_L2 Food Production_Task 12_3.indd 162

05/01/2018 13:18

Task 14: Working with people from different backgrounds and cultures Know it (continued)

6. Read and complete the following case study.

Case study A hotel is advertising for bar staff to work evening shifts over the Christmas party season. A number of applications have been received and the bar manager needs to select candidates for interview but is concerned about being accused of discriminating by rejecting some of the applicants.

■ ■ ■

■

■

John is a student at the local college and will be 18 in January. He is available most nights.

Ali has 20 years’ bar experience and has recently retired, but is looking for some part-time work.

Martha is a single parent and in receipt of benefits. She is restricted in the hours she can work as it will affect her benefits.

Tom has just arrived in the country from America. He has bar experience and plans on spending a year working and traveling to see the country.

Mushtaq does not drink alcohol due to her religious beliefs. She is 25 and available most nights.

Ekaterina_Molchanova/Shutterstock.com

Consider the applicants and state which can be rejected without discrimination, with your reasons.

Task 14: Working with people from different backgrounds and cultures

15_L2 Food Production_Task 14_3.indd 177

177

05/01/2018 13:18

125006172 TL941230

ISBN 978-0-85193-394-8

9 780851 933948

Food Production ATM Cover.indd 4

30/11/2017 16:18