Delivery is flexible to suit the individual apprentice and their employer. The apprentice will have a minimum of one tutorial per month either in person in the workplace or remotely via an online meeting. Group sessions may be available on some programmes.

• Employers will set their own entry requirements, work experience in an operational role is likely to be required.
• It is likely that Level 2 Functional Skills will be required (this content can be blended into the apprentice's study programme).
• Apprentices must be employed in order to study for this qualification. Please see our Apprenticeship vacancies.
• The apprentice must be at least 16 years of age.

• Business:
  • Understand your own role in motivating the team, according to the business vision and values and to achieve business targets, always focussing on the importance of providing the best service for customers.
  • Understand the financial operations of hospitality businesses and know how to source and use financial information relating to your own area of work.
  • Understand how your own business area interacts with others and the organisation as a whole.
  • Know the standard business operating procedures.
  • Understand how to identify, plan for and minimise risks to the business and service.
  • Be aware of how a variety of technologies support the delivery of hospitality products and services.
• People: 
  • Understand how to effectively organise and co-ordinate a team to provide the required levels of service to meet customer demand.
  • Understand how to work with hospitality team members to achieve targets and support business objectives.
  • Know how to select the best methods of communication to motivate and support team members in a hospitality environment.
  • Identify the knowledge and skills required of hospitality teams, know how your own team fits within the wider business and how to maximise team members’ potential to drive the best results.
• Customers: 
  • Understand the importance of customer profiles, how to build them and understand how this enables the business to meet their needs profitably and in line with business/brand standards.
  • Know the marketing and sales activities of the business, how to support them to achieve the desired outcome and understand the requirements of the product and brand standards of the business.
• Leadership: 
  • Identify the different leadership styles and supervisory management skills which are effective in hospitality businesses and understand how to work fairly with individuals that have diverse needs.

Hospitality supervisors must also select one of the following operational areas in line with their specialist function:

• Food and beverage supervisor: 
  • Understand the basic principles of menu design, layout and presentation, know the specifications of menu items, how to match food and beverages and how to keep up to date with trends.
  • Source information and brief the team on service requirements, special requests that will impact service, promotions and details on specials, dish content and beverage product features.
• Bar supervisor: 
  • Understand how to keep bar operations running smoothly and deal with any customer concerns.
  • Identify where potential conflict could occur.
  • Recognise the importance of monitoring cellar and beverage storage procedures to optimise beverage quality in line with business requirements; know how to monitor stock rotation and levels of demand to ensure sufficient stocks are available for service.
• Housekeeping supervisor: 
  • Know how to allocate tasks and timescales on a daily basis to ensure areas are cleaned in line with business requirements and ensure your team follows procedures for responsible use of cleaning materials and equipment in line with business requirements.
  • Understand how to monitor standards and identify, prioritise and deal with maintenance, repairs and refurbishment issues.
• Concierge supervisor: 
  • Know how to collect and keep up to date information on local services, such as places of interest, travel options and places to eat and drink.
  • Be able to communicate the information to customers in a way that can be understood.
  • Identify how to maintain secure storage systems for customers and recognise their importance in upholding customer confidence and business reputation.
  • Identify the porter and parking/valet and transport services offered by the business.
  • Know how to communicate relevant available options clearly to customers.
• Front office supervisor: 
  • Understand how to implement, and the importance of, check-in, check-out and reservation procedures to ensure they are efficient and reliable for customers.
  • Identify the standards of personal presentation, recognise their importance to a positive customer first impression and know how to ensure your team upholds them.
  • Know how to source, keep up to date with and brief your team with information and customer requirements.
  • Understand how to implement procedures to maintain customer confidentiality, in line with legislation and business requirements, and recognise the importance of these procedures.
• Events supervisor: 
  • Identify the information required and know how to source, evaluate and use it to plan events that meet customer and business requirements.
  • Understand how to develop and implement an event agreement to meet customer needs.
  • Be aware of budget requirements for the event and know how to ensure these are adhered to and accurate records are kept.
• Hospitality outlet supervisor: 
  • Identify the correct levels of stock and consumable items to ensure levels are sufficient for customer demand.
  • Understand the importance of opening, monitoring and closing procedures to the efficient running of the outlet.
  • Know how to maintain effective displays and recognise their importance on sales and brand/business reputation.

• Business:
  • Contribute to and monitor operational procedures, working practices and team performance and make recommendations for business improvements.
  • Operate within budget, exercising strict resource control and minimising wastage, using appropriate techniques to manage and control costs.
  • Supervise the delivery of a quality service that supports the department in achieving overall business objectives.
  • Monitor the team to ensure they follow processes and procedures in line with business/brand standards at all times.
  • Identify and isolate matters of concern, establish the cause and intervene accordingly to minimise disruption to the service and risk to people.
  • Use available technology effectively in all work activities and performance.
• People: 
  • Plan, resource and organise the team to meet expected levels of customer demand within business constraints, set realistic but challenging objectives with the team and work continuously to accomplish the best results.
  • Demonstrate effective methods of communication that achieve the desired results, taking action to correct poor communication within the team.
  • Actively support team members to maximise potential in their role and identify opportunities for development.
• Customers: 
  • Co-ordinate the team to deliver to customers according to their needs in line with business/brand standards, enhancing their experience where appropriate.
  • Implement sales and marketing strategies in your own area, ensuring your team is fully supported to deliver them.
  • Make suggestions for future sales and marketing activities within your area of responsibility.
• Leadership: 
  • Use leadership styles and supervisory management skills appropriate to the business and situation.
  • Ensure team members are aware of and follow policy relating to diversity.

Hospitality supervisors must also select one of the following operational areas in line with their specialist function:

• Food and beverage supervisor: 
  • Ensure menus and promotional materials are up to date and presented accurately to the customer by the team, in line with business/brand standards and customer needs.
  • Brief your team on menu items and ensure customers are provided with helpful information and recommendations on food and beverages.
  • Prepare food and beverage service areas in good time ensuring all resources are available and ready for use.
  • Ensure your team provide efficient, accurate and effective service, meeting customer needs and business/brand standards.
• Bar supervisor: 
  • Co-ordinate an effective bar service, ensuring licensing laws are adhered to at all times, customer issues are dealt with and potential conflict is minimised.
  • Maintain and monitor the cellar and beverage storage and cellar/wine dispense.
• Housekeeping supervisor: 
  • Co-ordinate your team and allocate tasks on a daily basis to ensure a positive presentation and image of the business, within allocated timescales.
  • Ensure business/brand standards are maintained and monitor standards of cleanliness.
  • Identify maintenance, repairs and refurbishment requirements, communicating them to the relevant person.
• Concierge supervisor: 
  • Maintain information on expected customer requirements including local services and travel options and efficiently source information not readily available when needed.
  • Regularly review sources and develop effective networks.
  • Maintain a secure system for the storage of customers’ luggage and other personal items and co-ordinate the porter service, parking/valet and transport services offered by the business.
• Front office supervisor: 
  • Co-ordinate efficient check-in, check-out and the reservation procedures if applicable in own role.
  • Motivate the team to present a professional image at all times, as the first point of call for most customers.
  • Co-ordinate customer requirements, providing accurate information and maintaining customer confidentiality at all times.
• Events supervisor:
  • Support event planning and co-ordinate events in line with customer requirements, communicating appropriately with a variety of organisations such as suppliers and exhibitors.
  • Act as the main point of contact for customers during the event to ensure their requirements are met according to the event agreement and maintain a record of expenses and adhere to the budget set by the customer.
• Hospitality outlet supervisor: 
  • Co-ordinate operations to ensure equipment and display areas are stocked and presentable.
  • Open, monitor and close the outlet following business procedures and maintain the brand and business standard at all times, identifying possible areas for improvement.

• Business:
  • Demonstrate a personal drive to achieve the business values, vision and objectives.
  • Operate astutely and credibly on all matters that affect business finance and with a quality focus to achieve the best for the business.
  • Positively support the benefits of working within standard business operating procedures.
  • Be solution focused and remain calm under pressure, adopting a constructive attitude to dealing with problems and driving a positive outcome.
  • Champion the responsible use of technology.
• People:
  • Contribute to the review process, being aware of the individual needs of the team.
  • Encourage the team to demonstrate personal pride in their role through a consistently positive and professional approach.
  • Strive to continuously improve the effectiveness of personal communications and encourage team members to see the importance of their role within the wider business and opportunities for development.
• Customers: 
  • Proactively encourage a customer centric culture, be proactive in supporting sales and marketing activities and demonstrate a belief in the brand and product the business offers.
• Leadership: 
  • Lead by example to maximise performance and act as a role model operating in an empathic, fair and consistent professional manner.

Hospitality supervisors must also select one of the following operational areas in line with their specialist function:

• Food and beverage supervisor: 
  • Demonstrate passion for high quality food and drink products and service.
    
• Bar supervisor: 
  • Take a responsible approach to selling licensed products and deal with conflict calmly and safely.
• Housekeeping supervisor: 
  • Set examples of cleanliness and presentation and have the confidence to deal with issues effectively and promptly.
• Concierge supervisor: 
  • Actively keep knowledge up to date to be able to give customers useful and relevant information which enhances their stay.
    
• Front office supervisor: 
  • Demonstrate consistently high standards of personal presentation.
• Events supervisor: 
  • Be highly organised and proactive, anticipating and solving problems quickly to ensure stakeholder satisfaction.
• Hospitality outlet supervisor: 
  • Demonstrate commercial awareness.

This apprenticeship does not feature any external qualifications.

• Test
• Practical observation
• Business project
• Professional discussion