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Apprenticeship Standard - Level 2 Hospitality Team Member

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Course Description

Job roles include: Front of House, Receptionist or Customer Service Officer in a hotel, bar or restaurant, Waitress, Barista, Concierge and Events Assistant.

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.

Qualifications

Level 2 Hospitality Team Member Apprenticeship

Entry Requirements

Individual employers will identify any relevant entry requirements in terms of previous qualifications.

Initial assessment and diagnostic testing on English and maths will take place prior to commencement of the apprenticeship (Unless already achieved A-C, 4-9 GCSE or equivalent English & maths).

Apprentices without Level 1 English and Maths will need to achieve this prior to taking the end-point assessment.

Details

THE HOSPITALITY TEAM MEMBER APPRENTICESHIP PROVIDES THE OPPORTUNITY TO LEARN AND DEVELOP A RANGE OF KNOWLEDGE, SKILLS AND BEHAVIOURS INCLUDING:


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

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

Check that customers are satisfied with products and services and act on feedback in line with business procedures

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

Contribute to meetings and planning shifts, support shift briefings and assist in the monitoring of standards to help ensure quality is maintained

Take feedback from customers seriously and actively improve own customer service in line with business / brand standards

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

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

Progression

Progression from this apprenticeship could be into a hospitality supervisor apprenticeship/position.

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