Higher level (Level 2)
Exploring the UK Hospitality Industry
The purpose of this unit is to introduce learners to the hospitality industry. highlight its importance to the UK economy and demonstrate the range of employment opportunities it offers, as well as establishing it as an exciting topic of study. It should promote an interest in the industry and the rich and varied activities within it. This topic also develops the ability to discuss major aspects of the UK hospitality industry with confidence, using basic terminology correctly. The functional and operational areas, which comprise hospitality departments include 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.
Customer Service in Hospitality
The purpose of this topic is to develop learners’ understanding of the central theme of the industry – providing effective customer service. It stresses that hospitality is a ‘people’ industry, and emphasises the importance of learners’ developing their personal and social skills when interacting with customers and colleagues. It also highlights the importance of viewing colleagues and other departments as internal customers in order to provide a more effective customer service.
Working Safely in Hospitality
The purpose of this topic is to introduce learners to the depth and range of legislation and regulations that govern the hospitality industry. Learners should understand the basic principles behind a range of relevant pieces of legislation including:
- health and safety
- food safety
- fire regulations
This should ensure that learners appreciate the importance of protecting their own personal safety, as well as that of customers and work colleagues. It should also provide opportunities for learners to achieve appropriate accredited industry certificates alongside their Diploma in a range of Specialist Learning areas – e.g. in health and safety and food safety.
Working in a Hospitality Team
The purpose of this topic is to introduce learners to the importance of teamwork in the hospitality industry and the importance of effective communication when dealing with colleagues and customers. It highlights the important links between effective teamwork and effective customer service and the consequences ineffective teamwork can have on a hospitality business.
Dealing with Costs and Income in Hospitality
The purpose of this topic is equip learners with an understanding of basic business, financial principles and terminology relevant to the hospitality industry - a ‘for profit’ industry where an understanding of the relationship between income, costs and profit is vital. Learners are introduced to hospitality strategies for increasing income and reducing costs as means of increasing profit levels.
Providing a Hospitality Service
The purpose of this topic is to introduce learners to the practicalaspects of the hospitality industry – providing a hospitality service, particularly how food and beverages are served to customers. The topic is essential to an understanding of effective customer service across the complex range of hospitality establishments. It also provides learners with practical skills which they can develop and apply on the work experience component of the Diploma in Hospitality. This topic links closely with level 2 topic 7, Food Preparation and Cooking.
Food Preparation and Cooking
The purpose of this topic is to introduce learners to how food is prepared and cooked safely for customers to eat. The topic provides learners with a practical skill (cooking) which they may want to develop and apply on the work experience component of the Hospitality Diploma. Through this topic, learners should develop an awareness of where food comes from and the rich variety of food prepared and cooked across different cultures. It also prepares students to meet the varying needs and concerns of customers including healthy eating and special diets (e.g. allergies, vegetarian, religious, diabetic etc). This is also an opportunity to progress and achieve industry certificates in food safety. The topic links closely with level 2, topic 6, Food and Beverage Services.
