Advanced level (Level 3)
Investigating the Hospitality Industry
The purpose of this topic is to introduce learners to the breadth of establishments, activities and employment opportunities which comprise the hospitality industry and, as a consequence of this, its importance to the UK economy. Through their research and study, as well as their practical work in the sector, learners should gain an understanding of how social and economic trends in the UK and abroad, particularly the growth of tourism, affect the hospitality industry. Learners should also demonstrate an understanding of the key responsibilities of the industry.
Legislation and Procedures in the Hospitality Industry
The purpose of this topic is to equip learners with the essential knowledge and understanding of the main legislation and procedures which affect the hospitality industry. Learners should understand how changes in legislation impact on individual establishments, including the financial implications, and on the responsibilities of individuals in maintaining a working environment that is both safe and healthy for themselves, customers and colleagues. The impact of the following main current areas of legislation must be covered:
- health and safety
- food safety
- fire regulations
- licensing
- equal opportunities and discrimination.
This topic should also provide opportunities for learners to achieve appropriate accredited industry certificates alongside their Diploma in a range of Specialist Learning areas – e.g. health and safety, and food hygiene.
Customer Service in the Hospitality Industry
The purpose of this topic is to develop learners’ understanding of, and skills in, the provision of effective customer service in the hospitality industry, for ‘front of house’ and ‘back of house’. The topic should emphasise the important link between effective customer service and the financial performance of, and commercial benefits to, hospitality establishments. It should also provide opportunities for learners to experience the ‘customer journey’ where good and poor customer service are explained, experienced and reflected upon.
Building and Developing Effective Hospitality Teams
The purpose of this topic is to develop learners’ awareness of the importance of effective teamwork in the hospitality industry and how this is directly linked to the positive experiences of customers. This is a practical topic covering the development of team members from direction to empowerment and delegation. The topic should also focus on the consequences of ineffective teamwork and how teamwork is used to resolve external and internal conflict.
Managing People in the Hospitality Industry
The purpose of this topic is to develop learners understanding of, and skills in, managing people in the hospitality industry with the objective of getting the best out them as individuals and team members – so providing the most effective customer service. Learners will develop an understanding of how different management styles impact on individual workers and departments. The topic also includes an understanding of how workers in the hospitality industry are recruited, appraised and trained, as well as the legal responsibilities hospitality establishments have towards their employees.
Finance and Budgetary Control
The purpose of this topic is to develop learners’ awareness of the importance of financial considerations in decision making and planning in the hospitality industry. The topic must cover the main financial ‘drivers’ of the industry and how budgets and budgetary control are vital to the commercial success of hospitality establishments. Learners will also explore the relationship between good and bad customer service and analyse its impact on the financial well-being of hospitality establishments. The topic also covers a range of basic financial terminology to enable learners to construct, use and interpret financial information relevant to the hospitality industry.
Running a Hospitality Business
The purpose of this topic is to encourage learners to develop their entrepreneurial and enterprise skills, helping them identify as well as assess business opportunities. The topic also provides a specific focus for learners to consider the smaller but vastly important range of hospitality establishments, including bed and breakfasts, family run hotels, pubs, etc. It equips learners with the basic knowledge, understanding and transferable skills which would be vital to them should they decide to run their own business (whether in hospitality or some other sector). Learners should also become familiar in this topic with the advantages of ‘e-based’ marketing and the use of the internet by hospitality and catering establishments.
Sales and Marketing
The purpose of this topic is to encourage learners to develop their understanding of how hospitality establishments identify customer needs, and promote their products and services to meet these needs. The topic covers a range of general marketing terminology which can be applied to all business sectors as well as hospitality.
Supervising a Food Operation in Hospitality
The purpose of this practical topic is for learners to demonstrate a range of relevant hospitality culinary skills as a key component of providing effective customer service. It builds on learners’ basic food preparation and general hospitality skills to consider the management and teamwork aspects involved in running a large kitchen, including ensuring appropriate food safety practices are followed. It develops learners’ awareness of the different needs of customers, including healthy eating and special diets, as well as cultural differences. Learners are expected to develop their knowledge and understanding of how meals are costed as part of assessing the financial well-being of establishments and the contribution the catering department can make to an establishment’s profit margins.
Hospitality Services
The purpose of this topic is to give learners an understanding of how hospitality services are managed in the range of establishments the hospitality industry. This final topic emphasises again the inter-relationship and inter-dependence of the various departments which comprise a hospitality establishment and how managers ensure that these links are efficient, effective and clearly focused on providing appropriate levels of customer service. The functional and operational areas which comprise hospitality departments will include one or more or all of the following:
Finance, human resources, front of house/front office, back of house, facilities management, events management, accommodation services, hotel services, transport, catering/restaurant, marketing/sales, licensed services, security, and business services.
