Qualification Specification. Hospitality (England) Intermediate Level Apprenticeship in Hospitality

Transcription

1 Qualification Specification Hospitality (England) Intermediate Level Apprenticeship in Hospitality Advanced Level Apprenticeship in Hospitality and Leadership Version 3.0 (December 2017)

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3 This qualification specification covers the following qualifications: Qualification Title Qualification Gateway Qualifications Level 2 NVQ Diploma in Hospitality Services 601/6740/3 Gateway Qualifications Level 2 Certificate in Hospitality and Catering 601/6741/5 Principles (Hospitality Services) Gateway Qualifications Level 2 NVQ Diploma in Food and Beverage 601/6744/0 Service Gateway Qualifications Level 2 Certificate in Hospitality and Catering 601/6745/2 Principles (Food and Beverage Service) Gateway Qualifications Level 2 NVQ Diploma in Housekeeping 601/6746/4 Gateway Qualifications Level 2 Certificate in Hospitality and Catering 601/6747/6 Principles (Housekeeping) Gateway Qualifications Level 2 NVQ Diploma in Front of House Reception 601/6749/X Gateway Qualifications Level 2 Certificate in Hospitality and Catering 601/6748/8 Principles (Front of House Reception) Gateway Qualifications Level 3 NVQ Diploma in Hospitality Supervision 601/6759/2 and Leadership Gateway Qualifications Level 3 Award In Hospitality Supervision and 601/6760/9 Leadership Principles Gateway Qualifications Level 3 Certificate in Hospitality Retail Outlet 601/6761/0 Management Gateway Qualifications Level 3 Certificate In Principles of Hospitality 601/6762/2 Retail Outlet Management Page 2 of 56

4 About this qualification specification This qualification specification is intended for Tutors, Assessors, Internal Quality Assurers, Centre Quality Managers and other staff within Gateway Qualifications recognised centres and/or prospective centres. It sets out what is required of the learner in order to achieve the qualification. It also contains information specific to managing and delivering the qualification(s) including specific quality assurance requirements. The guide should be read in conjunction with the Gateway Qualifications Centre Handbook and other publications available on the website which contain more detailed guidance on assessment and verification practice. In order to offer this qualification, you must be a Gateway Qualifications recognised centre. If your centre is not yet recognised, please contact our Development Team to discuss becoming Gateway Qualifications Recognised Centre: Telephone: enquiries@gatewayqualifications.org.uk Website: Page 3 of 56

5 Contents 1. Qualification Information About the qualifications Objective Key Facts Funding Achievement methodology Geographical Coverage Progression Opportunities Relationship with other frameworks Learner Entry Requirements Age Prior Qualifications or Units Prior Skills/Knowledge/Understanding Restrictions Access to qualifications for learners with disabilities or specific needs Additional Requirements/Guidance Recruiting Learners with Integrity Achieving the Qualification Qualification Structure (Rules of Combination and Unit List) For information on Recognition of Prior Learning/Exempt and Equivalent units please see section 3.2 Recognition of Prior Learning (RPL)/Exemptions/Equivalencies Gateway Qualifications Level 2 NVQ Diploma in Hospitality Services Gateway Qualifications Level 2 Certificate in Hospitality and Catering Principles (Hospitality Services) Gateway Qualifications Level 2 NVQ Diploma in Food and Beverage Service Gateway Qualifications Level 2 Certificate In Hospitality and Catering Principles (Food and Beverage Service) Gateway Qualifications Level 2 NVQ Diploma in Housekeeping Gateway Qualifications Level 2 Certificate In Hospitality and Catering Principles (Housekeeping) Gateway Qualifications Level 2 NVQ Diploma in Front of House Reception Gateway Qualifications Level 2 Certificate In Hospitality and Catering Principles (Front of House Reception) Gateway Qualifications Level 3 NVQ Diploma in Hospitality Supervision and Leadership Gateway Qualifications Level 3 Award In Hospitality Supervision and Leadership Principles Gateway Qualifications Level 3 Certificate In Hospitality Retail Outlet Management Page 4 of 56

6 Gateway Qualifications Level 3 Certificate In Principles of Hospitality Retail Outlet Management Recognition of Prior Learning (RPL) Links to other qualifications Assessment and Quality Assurance Method of Assessment Assessment Materials Qualification-Specific Centre Requirements Qualification-Specific Tutor/Assessor/Verifier Requirements Qualification-Specific Quality Assurance Requirements Additional Requirements/Guidance Functional Skills Employee Rights and Responsibilities Personal Learning and Thinking Skills (PLTS) What to do next Gateway Qualifications Appendices Appendix 1 Methods of Assessment for Competence Based Qualifications Page 5 of 56

7 1. Qualification Information 1.1 About the qualifications The qualifications have been approved by the Office of Qualifications and Examinations Regulation (Ofqual) that regulates qualifications, examinations and assessments in England. The aim of these qualifications is to support the aims and objectives of the Hospitality Intermediate and Frameworks. The Hospitality industry covers hotels, restaurants, pubs, bars and nightclubs, hospitality services, youth/backpacker hostels, holiday centres and self-catering accommodation. It operates across well-known chains and in small businesses, including owner/operators, which make up just under three quarters of employers. The industry is a big employer and contributes around 30bn to the English economy each year. Hospitality is part of the wider leisure, travel and tourism sector which needs to recruit 855,000 staff by the year 2017 to replace those who leave or retire. The industry is facing a number of key challenges to make sure that staff have the right skills and, once trained, they stay and develop their skills to fulfil their career ambitions, contributing to increased productivity and business profitability. The key challenges, which these qualifications will help to address include: although the industry is well known for providing training, only 3% of the training leads to formal qualifications which are nationally recognised and this is likely to have had an impact on staff motivation and retention; the industry finds it difficult to attract people who have the right skills for the job, mainly because there is a perception that the sector provides casual jobs, but does not offer long-term career opportunities. This leads to high staff turnover and increased costs on the business to replace those who leave or retire; whilst the industry employs a high percentage of young staff and the average age of a manager is under 30 years old in parts of the industry, over half of these managers do not have formal qualifications for their job and these qualifications provide a progression route into supervision or management jobs. Intermediate Level Apprenticeships in Hospitality Pathway 1: Hospitality Services The Gateway Qualifications Level 2 NVQ Diploma in Hospitality Services meets the competence qualification requirements and the Gateway Qualifications Level 2 Certificate in Hospitality and Catering Principles (Hospitality Services) meets the knowledge qualification requirements of this pathway. Page 6 of 56

8 Pathway 2: Food and Beverage Service The Gateway Qualifications Level 2 NVQ Diploma in Food and Beverage Service meets the competence qualification requirements and the Gateway Qualifications Level 2 Certificate in Hospitality and Catering Principles (Food and Beverage Service) meets the knowledge qualification requirements of this pathway. Pathway 3: Housekeeping The Gateway Qualifications Level 2 NVQ Diploma in Housekeeping meets the competence qualification requirements and the Gateway Qualifications Level 2 Certificate in Hospitality and Catering Principles (Housekeeping) meets the knowledge qualification requirements of this pathway. Pathway 4: Front of House Reception The Gateway Qualifications Level 2 NVQ Diploma in Front of House Reception meets the competence qualification requirements and the Gateway Qualifications Level 2 Certificate in Hospitality and Catering Principles (Front of House Reception) meets the knowledge qualification requirements of this pathway. Advanced Level Apprenticeship in Hospitality Supervision and Leadership Pathway 1: Hospitality Supervision and Leadership The Gateway Qualifications Level 3 NVQ Diploma in Hospitality Supervision and Leadership meets the competence qualification requirements and the Gateway Qualifications Level 3 Award in Hospitality Supervision and Leadership Principles meets the knowledge qualification requirements of this pathway. Pathway 2: Hospitality Retail Outlet Supervision The Gateway Qualifications Level 3 Certificate in Hospitality Retail Outlet Management meets the competence qualification requirements and the Gateway Qualifications Level 3 Certificate in Principles of Hospitality Retail Outlet Management meets the knowledge qualification requirements of this pathway. The qualifications have been developed by the Sector Skills Council for the hospitality sector, People1st, in conjunction with employers and awarding organisations to meet the National Occupational Standards for Hospitality. 1.2 Objective The objective of the Gateway Qualifications Level 2 and 3 Hospitality qualifications is to confirm competence in an occupational role to the standards specified within the Apprenticeship Framework for Hospitality (England). Page 7 of 56

9 1.3 Key Facts Qualification Title in full Gateway Qualifications Level 2 NVQ Diploma in Hospitality Services Gateway Qualifications Level 2 Certificate in Hospitality and Catering Principles (Hospitality Services) Gateway Qualifications Level 2 NVQ Diploma in Food and Beverage Service Gateway Qualifications Level 2 Certificate in Hospitality and Catering Principles (Food and Beverage Service) Gateway Qualifications Level 2 NVQ Diploma in Housekeeping Gateway Qualifications Level 2 Certificate in Hospitality and Catering Principles (Housekeeping) Gateway Qualifications Level 2 NVQ Diploma in Front of House Reception Gateway Qualifications Level 2 Certificate in Hospitality and Catering Principles (Front of House Reception) Gateway Qualifications Level 3 NVQ Diploma in Hospitality Supervision and Leadership Gateway Qualifications Level 3 Award In Hospitality Supervision and Leadership Principles Gateway Qualifications Level 3 Certificate in Hospitality Retail Outlet Management Gateway Qualifications Level 3 Certificate In Principles of Hospitality Retail Outlet Management Credit Total Qualification Time Guided Learning Hours Total Qualification Time is the number of notional hours which represents an estimate of the total amount of time that could be reasonably expected to be required for a Learner to achieve and demonstrate the achievement of the level of attainment necessary for the award of the qualification. Total Qualification Time is comprised of the following two elements: the number of hours which an awarding organisation has assigned to a qualification for Guided Learning, and an estimate of the number of hours a Learner will reasonably be likely to spend in preparation, study or any other form of participation in education or training, including assessment, which takes place by but, unlike Guided Learning, not under the Immediate Guidance or Supervision of a lecturer, supervisor, tutor or other appropriate provider of education or training. Page 8 of 56

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11 1.4 Funding For information regarding potential sources of funding please visit the following websites; The Education Funding Agency The Skills Funding Agency or, contact your local funding office. 1.5 Achievement methodology The qualification will be awarded to learners who successfully achieve an approved combination of units through a Portfolio of Evidence that has been successfully verified and monitored through Gateway Qualifications Quality Assurance process. Achievement is therefore determined by successful completion of unit assessment with no further requirement for additional/summative assessment. 1.6 Geographical Coverage The qualifications have been approved by Ofqual to be offered in England. 1.7 Progression Opportunities Those completing the Level 2 qualifications as part of an Intermediate Apprenticeship in Hospitality Services could progress onto: Pathway 1: Hospitality Services Advanced Level Apprenticeship in Hospitality - Hospitality Supervision and Leadership pathway Advanced Level Apprenticeship in Licensed Hospitality Advanced Level Apprenticeship in Business and Administration or Customer Service - subject to entry requirements for these apprenticeship programmes. Specialist qualifications in Beverage and Licensed Hospitality Level 3 Certificate in Hospitality Business Management Units specific to Housekeeping (such as the L3 'Supervise Housekeeping Operations' unit, K/502/9561) Level 3 Diploma in Hospitality. Pathway 2: Food and Beverage Service Advanced Level Apprenticeship in Hospitality - Hospitality Supervision and Leadership pathway; Advanced Level Apprenticeship in Licensed Hospitality; Level 3 Diploma in Hospitality Specialist qualifications in Beverage and Licensed Hospitality, such as Level 1 Award in Wine Service Level 2 Certificate for Personal License Holders. Page 10 of 56

12 Pathway 3: Housekeeping Advanced Level Apprenticeship in Hospitality - Hospitality Supervision and Leadership pathway Other qualifications such as the Level 3 Diploma in Hospitality. Pathway 4: Front of House Reception Advanced Level Apprenticeship in Hospitality - Hospitality Supervision and Leadership pathway Advanced Level Apprenticeship in Business and Administration or Customer Service - subject to entry requirements for these apprenticeship programmes Other qualifications such as the Level 3 Diploma in Hospitality. Those completing the Level 3 qualifications as part of an in Hospitality Services could progress onto: Pathway 1: Hospitality Supervision and Leadership Higher Apprenticeship in Hospitality Management Level 4 Certificate in Multiple Licensed Premises Management Level 5 management qualifications Foundation Degree in Hospitality Management HE programmes for example, in International Tourism and Hospitality Management, Hospitality Management or International Hotel Management. Pathway 2: Hospitality Retail Outlet Supervision Higher Apprenticeship in Hospitality Management Level 5 management qualifications Foundation Degree in Hospitality Management HE programmes in Hospitality Management. 1.8 Relationship with other frameworks The Gateway Qualifications hospitality qualifications are related to the National Occupational Standards (NOS) developed by People 1 st. They provide a significant amount of knowledge, understanding and skills development that underpins occupational competence in a wide variety of roles within the hospitality industry. Learners wishing to undertake the full intermediate or advanced apprenticeship within hospitality should identify the relevant pathway that they wish to follow, ensuring that they complete the appropriate knowledge and competence qualifications. Page 11 of 56

13 2 Learner Entry Requirements 2.1 Age The approved age range for these qualifications is: Prior Qualifications or Units There is no requirement for learners to have achieved prior qualifications or units. Please refer to Section 2.4 Restrictions. 2.3 Prior Skills/Knowledge/Understanding There is no requirement for learners to have prior skills, knowledge or understanding. However, employers are looking for those who are keen to work as part of a team, have a 'can do attitude' and have high standards of personal hygiene. Applicants will need basic communication skills on which these qualifications and apprenticeships will build, be excellent timekeepers and be willing to work shifts, which will often be outside the 9.00am pm pattern. 2.4 Restrictions There are no restrictions to entry for the Level 2 qualifications. For the Level 3 framework in Hospitality Supervision and Leadership, there is an additional requirement to have: At least nine months experience of working in the hospitality industry OR Completed a Level 2 apprenticeship in hospitality, licensed hospitality or catering and professional chefs For the Level 3 framework in Hospitality Retail Outlet Supervision, there is an additional requirement to have: At least nine months experience of working in the hospitality industry OR Completed a Level 2 apprenticeship in hospitality. Page 12 of 56

14 2.5 Access to qualifications for learners with disabilities or specific needs It is Gateway Qualifications aim that there shall be equal opportunities within this organisation and in all the services it provides and within its recognised centres and via the services they provide and so meet the organisation s legal responsibilities to prevent discrimination. In particular it is the organisation s intention that there should be no discrimination on the grounds of a protected characteristic including age, disability, gender assignment, marriage and civil partnership, pregnancy and maternity, race, religion and belief, sex, sexual orientation. It is acknowledged that this is not an exhaustive list. Gateway Qualifications and recognised centres have a responsibility to ensure that the process of assessment is robust and fair and allows the learner to show what they know and can do without compromising the assessment criteria. Details on how to make adjustments for learners is set out in the Reasonable Adjustment and Special Considerations Policy. 2.6 Additional Requirements/Guidance It should be noted that for competence based qualifications within certain apprenticeship pathways, there is a requirement that the learner is willing to serve alcohol: Level 2 - Hospitality Services Pathway Level 2 - Food and Beverage Services Pathway. 2.7 Recruiting Learners with Integrity It is vital that centres recruit with integrity with regard to qualifications. Centres must ensure that learners have the correct information and advice on their selected qualifications and that the qualifications will meet their needs. The recruitment process must include the centre assessing each potential learner and making justifiable and professional judgements about the learner s potential to successfully complete the assessment and achieve the qualification. Such an assessment must identify, where appropriate, the support that will be made available to the learner to facilitate access to the qualifications. Page 13 of 56

15 3 Achieving the Qualification 3.1 Qualification Structure (Rules of Combination and Unit List) The knowledge, skills and understanding that will be assessed as part of the qualification are set out within the unit specifications. These include the learning outcomes and associated assessment criteria. To obtain unit information, please contact Gateway Qualifications who will enable access to our unit library. For information on Recognition of Prior Learning/Exempt and Equivalent units please see section 3.2 Recognition of Prior Learning (RPL)/Exemptions/Equivalencies Gateway Qualifications Level 2 NVQ Diploma in Hospitality Services Learners must achieve a total of 37 credits. Option 1: Learners NOT working with food must complete all mandatory units from Group A1 (11 credits) plus a minimum of 26 credits from the optional units in Group B1 and/or Group B2. Option 2: Learners WORKING with food must complete all mandatory units from Group A1 (11 credits) and one of the units in Group A2 (a minimum of 4 credits) plus minimum 22 credits from the optional units in Group B1 and/or Group B2. Additional conditions for learners working with food: if the learner takes food and beverage service units, they must complete unit A/601/5030 from Group A2; if the learner takes food preparation units, they must complete unit D/601/6980 from Group A2. If the learner takes food preparation AND food and beverage service units they must complete unit D/601/6980 from Group A2. The learner may only select a maximum of two level 1 units from Group B1 and Group B2. Level 2 NVQ Diploma in Hospitality Services Page 14 of 56

16 It should be noted that the following unit will provide evidence of the Employee Rights and Responsibilities requirements of the apprenticeship framework. It is strongly recommended that this unit is selected. If it is not selected, the learner will have to complete the separate Employment Rights and Responsibilities in the Hospitality, Leisure, Travel and Tourism Sector qualification. Unit Reference T/601/7214 Title Level Credit GLH Employment Rights and Responsibilities in the Hospitality, Leisure, Travel and Tourism Sector Level Mandatory Group A1 11 credits must be achieved from this group. Unit Reference Title Level Credit GLH F/601/4218 Maintenance of a safe, hygienic and secure working environment Level T/601/4216 Working effectively as part of a hospitality team Level L/601/0933 Give customers a positive impression of yourself and your organisation. Level Mandatory Group A2 Working with Food Mandatory units Learners working with food must achieve one unit from this group refer to structure requirements for details Unit Reference Title Level Credit GLH A/601/5030 Maintain food safety when storing, holding and serving food Level D/601/6980 Maintain food safety when storing, preparing and cooking food Level Level 2 NVQ Diploma in Hospitality Services Page 15 of 56

17 Optional units group A minimum of 22 credits must be achieved from across the optional units. A maximum of 26 credits may be achieved dependent on structure pathway taken. Optional Group B1 - Food Units Learners may take up to 22 credits from this group. Unit Reference Title Level Credit GLH F/601/4994 Prepare and clear areas for counter and takeaway service Level L/601/5016 Provide a counter and takeaway service Level F/601/4915 Prepare and clear areas for table service Level H/601/4986 Serve food at the table Level J/601/4950 Provide a silver service Level A/601/4945 Provide a buffet and carvery service Level M/601/4697 Convert a Room for Dining Level Y/601/4922 Prepare and clear the bar area Level J/601/4978 Serve alcoholic and soft drinks Level L/601/4982 Prepare and serve cocktails Level K/601/4939 Prepare and serve wines Level T/601/4927 Prepare and serve dispensed and instant hot drinks Level F/601/4932 Prepare and serve hot drinks using specialist equipment Level M/601/4909 Maintain cellars and kegs Level H/601/4907 Clean drink dispense lines Level T/601/4975 Receive, store and issue drinks stock Level R/601/5437 Prepare and finish simple salad and fruit dishes Level T/601/5561 Prepare and cook fish Level T/601/5575 Prepare and cook meat and poultry Level K/601/4844 Prepare Hot and Cold Sandwiches Level Level 2 NVQ Diploma in Hospitality Services Page 16 of 56

18 L/601/7333 Produce Basic Egg Dishes Level H/601/4938 Produce Basic Fish Dishes Level R/601/4949 Produce Basic Vegetable Dishes Level K/601/4861 Produce Basic Rice, Pulse and Grain Dishes Level F/601/7331 Produce Basic Pasta Dishes Level M/601/5364 Prepare and present food for cold presentation Level L/601/5372 Complete Kitchen Documentation Level L/601/4996 Set Up and Close Kitchen Level Optional Group B2 NON Food Units Learners may take up to 26 credits from this group. Unit Reference Title Level Credit GLH F/601/5028 Collect Linen and Make Beds Level K/601/5024 Clean Windows from the Inside Level J/601/5015 Cleaning and Servicing a Range of Housekeeping Areas Level D/601/5005 Use of Different Chemicals and Equipment in Housekeeping Level D/601/5036 Maintain Housekeeping Supplies Level D/600/6336 Clean, maintain and protect semi-hard and hard floors Level H/600/6337 Clean and maintain soft floors and furnishings Level H/601/5037 Providing a Linen Service Level K/601/5010 Carry Out Periodic Room Servicing and Deep Cleaning Level D/601/5120 Deal with Arrival of Customers Level L/601/5100 Deal with Bookings Level A/601/5125 Prepare Customer Accounts and Deal with Departures Level F/601/5109 Deal with Communications as Part of the Reception Function Level T/601/2482 Produce documents in a business environment Level H/601/2493 Use office equipment Level M/601/5123 Handle Mail and Book External Services Level Level 2 NVQ Diploma in Hospitality Services Page 17 of 56

19 K/601/2480 Provide reception services Level R/601/2490 Store and retrieve information Level R/601/5129 Provide Tourism Information Services to Customers Level M/601/1511 Resolve customer service problems Level D/601/0936 Promote additional services or products to customers Level A/601/1219 Deal with customers across a language divide Level Y/601/1227 Maintain customer service through effective handover Level M/601/5039 Maintain and deal with payments Level T/601/7214 Employment Rights and Responsibilities in the Hospitality, Leisure, Travel and Tourism Sector Level Level 2 NVQ Diploma in Hospitality Services Page 18 of 56

20 Gateway Qualifications Level 2 Certificate in Hospitality and Catering Principles (Hospitality Services) Learners must achieve a total of 15 credits with 7 credits from the Mandatory Group, a minimum of 6 credits from Optional Group O1 and the remaining 2 credits from Optional Groups O1 or O2. Mandatory Group 7 credits must be achieved from this group. Unit Reference Title Level Credit GLH R/600/0615 Safe, Hygienic and Secure Working Environments in Hospitality Level Y/600/0616 Effective Teamwork Level D/600/0617 Giving Customers a Positive Impression Level T/600/1059 Principles of Customer Service in Hospitality Leisure Travel and Tourism Level Optional Group O1 A minimum of 6 credits must be achieved from this group. Unit Reference Title Level Credit GLH H/502/0132 Food safety in catering Level F/600/0626 Preparation and Clearing of Service Areas Level T/600/0624 Service of Food at Table Level J/600/0627 Service of Alcoholic and Non-Alcoholic Drinks Level L/600/0631 Cleaning and Servicing of Hospitality Areas Level R/600/0629 Chemicals and Equipment used for Cleaning in the Hospitality Industry Level J/600/1082 Maintain Housekeeping Supplies Level M/600/1092 Provide a Linen Service Level D/600/0620 Arrival of Customers Level Level 2 Certificate in Hospitality and Catering Principles (Hospitality Services) Page 19 of 56

21 F/600/1078 Dealing with Bookings Level H/600/0621 Departure of Customers Level A/600/1080 Handle Mail and Book External Services Level L/600/1133 Dealing with Payments Level A/502/8298 Principles of Providing a Silver Service Level A/502/8317 Principles of Resolving Customer Service Problems Level D/502/8309 Principles of Preparing and Serving Hot Drinks Using Specialist Equipment Level D/502/8312 Principles of Storing and Retrieving Information Level F/502/8285 Principles of producing basic pasta dishes Level H/502/8294 Principles of producing basic vegetable dishes Level H/502/8313 Principles of Completing Kitchen documentation Level H/502/8327 Principles of Preparing and Serving Dispensed and Instant Hot Drinks Level J/502/8319 Principles of Cleaning Drink Dispense Lines Level K/502/8281 Principles of producing basic fish dishes Level K/502/8314 Principles of Maintaining Customer Service Through Effective Handover Level M/502/8265 Principles of Preparing and Serving Wines Level M/502/8296 Principles of Providing a Buffet and Carvery Service Level M/502/8301 Principles of Cleaning and Protecting Floors, Carpets and Soft Furnishings Level M/502/8315 Principles of Receiving, Storing and Issuing Drinks Stock Level R/502/8260 Principles of Preparing and Clearing Areas for Table Service Level R/502/8291 Principles of producing basic rice, pulse and grain dishes Level R/502/8307 Principles of Maintaining Cellars and Kegs Level T/502/8316 Principles of setting up and closing the kitchen Level Y/502/8308 Principles of Preparing and Serving Cocktails Level Y/502/8311 Principles of Promoting Additional Services or Products to Customers Level Y/502/8325 Principles of Carrying Out Periodic Room Servicing and Deep Cleaning Level Level 2 Certificate in Hospitality and Catering Principles (Hospitality Services) Page 20 of 56

22 Optional Group O2 The remaining 2 credits can be achieved from Optional Groups O1 or O2. Unit Reference Title Level Credit GLH D/502/8326 Principles of Cleaning Windows From the Inside Level T/502/8297 Principles of Providing a Counter and Takeaway Service Level L/502/8256 Principles of Collecting Linen and Making Beds Level Level 2 Certificate in Hospitality and Catering Principles (Hospitality Services) Page 21 of 56

23 Gateway Qualifications Level 2 NVQ Diploma in Food and Beverage Service Learners must achieve a total of 37 credits. 15 credits must be achieved from the Mandatory Group M and the remaining 22 credits from the Optional Groups OA, OB and OC. A minimum of 3 credits must be achieved from Group OA and a minimum of 3 credits must be achieved from Group OB. It should be noted that the following unit will provide evidence of the Employee Rights and Responsibilities requirements of the apprenticeship framework. It is strongly recommended that this unit is selected. If it is not selected, the learner will have to complete the separate Employment Rights and Responsibilities in the Hospitality, Leisure, Travel and Tourism Sector qualification. Unit Reference T/601/7214 Title Level Credit GLH Employment Rights and Responsibilities in the Hospitality, Leisure, Travel and Tourism Sector Level Mandatory Units Learners must achieve 15 credits from this group. Unit Reference Title Level Credit GLH F/601/4218 Maintenance of a safe, hygienic and secure working environment Level T/601/4216 Working effectively as part of a hospitality team Level L/601/0933 Give customers a positive impression of yourself and your organisation. Level A/601/5030 Maintain food safety when storing, holding and serving food Level Level 2 NVQ Diploma in Food and Beverage Service Page 22 of 56

24 Optional Groups Learners must achieve 22 credits in total from Groups OA, OB and/or OC. Optional Group OA - Food Service optional units Learners must achieve a minimum 3 credits from this group. Unit Reference Title Level Credit GLH L/601/5016 Provide a counter and takeaway service Level H/601/4986 Serve food at the table Level J/601/4950 Provide a silver service Level A/601/4945 Provide a buffet and carvery service Level Optional Group OB Serving Drinks optional units Learners must achieve a minimum of 3 credits from this group. Unit Reference Title Level Credit GLH J/601/4978 Serve alcoholic and soft drinks Level L/601/4982 Prepare and serve cocktails Level K/601/4939 Prepare and serve wines Level T/601/4927 Prepare and serve dispensed and instant hot drinks Level F/601/4932 Prepare and serve hot drinks using specialist equipment Level Optional Group OC General Duties optional units Learners can achieve the remaining 16 credits from this group. Level 2 NVQ Diploma in Food and Beverage Service Page 23 of 56

25 Unit Reference Title Level Credit GLH F/601/4994 Prepare and clear areas for counter and takeaway service Level F/601/4915 Prepare and clear areas for table service Level Y/601/4922 Prepare and clear the bar area Level M/601/4909 Maintain cellars and kegs Level H/601/4907 Clean drink dispense lines Level T/601/4975 Receive, store and issue drinks stock Level M/601/1511 Resolve customer service problems Level D/601/0936 Promote additional services or products to customers Level A/601/1219 Deal with customers across a language divide Level Y/601/1227 Maintain customer service through effective handover Level M/601/5039 Maintain and deal with payments Level T/601/7214 Employment Rights and Responsibilities in the Hospitality, Leisure, Travel and Tourism Sector Level Level 2 NVQ Diploma in Food and Beverage Service Page 24 of 56

26 Gateway Qualifications Level 2 Certificate In Hospitality and Catering Principles (Food and Beverage Service) Learners must achieve a total of 16 credits including 8 credits from the Mandatory Group M, at least 1 credit from Optional group OA, at least 1 credit from Optional Group OB and the remaining 6 credits from Optional Groups OA, OB or OC. Mandatory Group Learners must achieve 8 credits from this group. Unit Reference Title Level Credit GLH R/600/0615 Safe, Hygienic and Secure Working Environments in Hospitality Level Y/600/0616 Effective Teamwork Level D/600/0617 Giving Customers a Positive Impression Level H/502/0132 Food safety in catering Level T/600/1059 Principles of Customer Service in Hospitality Leisure Travel and Tourism Level Optional Group OA Learners must achieve at least 1 credit from this group. Unit Reference Title Level Credit GLH T/502/8297 Principles of Providing a Counter and Takeaway Service Level A/502/8298 Principles of Providing a Silver Service Level M/502/8296 Principles of Providing a Buffet and Carvery Service Level T/600/0624 Service of Food at Table Level Level 2 Certificate In Hospitality and Catering Principles (Food and Beverage Service) Page 25 of 56

27 Optional Group OB Learners must achieve at least 1 credit from this group. Unit Reference Title Level Credit GLH Y/502/8308 Principles of Preparing and Serving Cocktails Level M/502/8265 Principles of Preparing and Serving Wines Level H/502/8327 Principles of Preparing and Serving Dispensed and Instant Hot Drinks Level D/502/8309 Principles of Preparing and Serving Hot Drinks Using Specialist Equipment Level J/600/0627 Service of Alcoholic and Non-Alcoholic Drinks Level Optional Group OC Learners may achieve up to 6 credits from this group. Unit Reference Title Level Credit GLH F/600/0626 Preparation and Clearing of Service Areas Level R/502/8260 Principles of Preparing and Clearing Areas for Table Service Level R/502/8307 Principles of Maintaining Cellars and Kegs Level J/502/8319 Principles of Cleaning Drink Dispense Lines Level M/502/8315 Principles of Receiving, Storing and Issuing Drinks Stock Level Y/502/8261 Principles of Preparing and Clearing Bar Areas Level Y/502/8311 Principles of Promoting Additional Services or Products to Customers Level L/600/1133 Dealing with Payments Level K/502/8314 Principles of Maintaining Customer Service Through Effective Handover Level A/502/8317 Principles of Resolving Customer Service Problems Level Level 2 Certificate In Hospitality and Catering Principles (Food and Beverage Service) Page 26 of 56

28 Gateway Qualifications Level 2 NVQ Diploma in Housekeeping Learners must achieve a minimum of 37 credits including 9 credits from the Mandatory Group M and a minimum of 28 credits from the Optional unit group. It should be noted that the following unit will provide evidence of the Employee Rights and Responsibilities requirements of the apprenticeship framework. It is strongly recommended that this unit is selected. If it is not selected, the learner will have to complete the separate Employment Rights and Responsibilities in the Hospitality, Leisure, Travel and Tourism Sector qualification. Unit Reference T/601/7214 Title Level Credit GLH Employment Rights and Responsibilities in the Hospitality, Leisure, Travel and Tourism Sector Level Mandatory Unit Group Learners must achieve all 3 mandatory units totalling 9 credits. Unit Reference Title Level Credit GLH F/601/4218 Maintenance of a safe, hygienic and secure working environment Level T/601/4216 Working effectively as part of a hospitality team Level J/601/5015 Cleaning and Servicing a Range of Housekeeping Areas Level Optional Unit Group Learners must achieve a minimum of 28 credits from the Optional Unit Group. Unit Reference Title Level Credit GLH Level 2 NVQ Diploma in Housekeeping Page 27 of 56

29 L/601/0933 Give customers a positive impression of yourself and your organisation. Level A/601/1219 Deal with customers across a language divide Level Y/601/1227 Maintain customer service through effective handover Level T/601/7214 Employment Rights and Responsibilities in the Hospitality, Leisure, Travel and Tourism Sector Level F/601/5028 Collect Linen and Make Beds Level K/601/5024 Clean Windows from the Inside Level D/601/5005 Use of Different Chemicals and Equipment in Housekeeping Level D/601/5036 Maintain Housekeeping Supplies Level D/600/6336 Clean, maintain and protect semi-hard and hard floors Level H/600/6337 Clean and maintain soft floors and furnishings Level H/601/5037 Providing a Linen Service Level K/601/5010 Carry Out Periodic Room Servicing and Deep Cleaning Level Level 2 NVQ Diploma in Housekeeping Page 28 of 56

30 Gateway Qualifications Level 2 Certificate In Hospitality and Catering Principles (Housekeeping) Learners must achieve 13 credits in total with 6 credits from the Mandatory Group M and at least 7 credits from Optional Group O. Mandatory Group Learners must achieve 6 credits from this group. Unit Reference Title Level Credit GLH R/600/0615 Safe, Hygienic and Secure Working Environments in Hospitality Level Y/600/0616 Effective Teamwork Level L/600/0631 Cleaning and Servicing of Hospitality Areas Level Optional Group Learners must achieve at least 7 credits from this group. Unit Reference Title Level Credit GLH D/502/8326 Principles of Cleaning Windows From the Inside Level K/502/8314 Principles of Maintaining Customer Service Through Effective Handover Level L/502/8256 Principles of Collecting Linen and Making Beds Level M/502/8301 Principles of Cleaning and Protecting Floors, Carpets and Soft Furnishings Level Y/502/8325 Principles of Carrying Out Periodic Room Servicing and Deep Cleaning Level R/600/0629 Chemicals and Equipment used for Cleaning in the Hospitality Industry Level J/600/1082 Maintain Housekeeping Supplies Level M/600/1092 Provide a Linen Service Level D/600/0617 Giving Customers a Positive Impression Level T/600/1059 Principles of Customer Service in Hospitality Leisure Travel and Tourism Level Level 2 Certificate In Hospitality and Catering Principles (Housekeeping) Page 29 of 56

31 Gateway Qualifications Level 2 NVQ Diploma in Front of House Reception Learners must achieve a total of 37 credits, 11 credits from Mandatory Group M and at least 3 credits from Optional Group OA. The remaining 23 credits coming from Optional Groups OA or OB. It should be noted that the following unit will provide evidence of the Employee Rights and Responsibilities requirements of the apprenticeship framework. It is strongly recommended that this unit is selected. If it is not selected, the learner will have to complete the separate Employment Rights and Responsibilities in the Hospitality, Leisure, Travel and Tourism Sector qualification. Unit Reference T/601/7214 Title Level Credit GLH Employment Rights and Responsibilities in the Hospitality, Leisure, Travel and Tourism Sector Level Mandatory Learners must achieve 11 credits from this group. Unit Reference Title Level Credit GLH F/601/4218 Maintenance of a safe, hygienic and secure working environment Level T/601/4216 Working effectively as part of a hospitality team Level L/601/0933 Give customers a positive impression of yourself and your organisation. Level Optional Groups 26 credits are required from Groups OA and OB. A minimum of 3 from OA and 6 from OB. Level 2 NVQ Diploma in Front of House Reception ` Page 30 of 56

32 Optional Group OA Learners must achieve a minimum of 3 credits and a maximum of 20 credits Unit Reference Title Level Credit GLH F/601/5109 Deal with Communications as Part of the Reception Function Level D/601/5120 Deal with Arrival of Customers Level L/601/5100 Deal with Bookings Level A/601/5125 Prepare Customer Accounts and Deal with Departures Level R/601/5129 Provide Tourism Information Services to Customers Level Optional Group OB Learners must achieve a minimum of 6 credits from this group. Unit Reference Title Level Credit GLH H/601/2493 Use office equipment Level T/601/2482 Produce documents in a business environment Level D/601/2475 Communicate in a business environment Level M/601/5123 Handle Mail and Book External Services Level K/601/2480 Provide reception services Level R/601/2490 Store and retrieve information Level M/601/1511 Resolve customer service problems Level D/601/0936 Promote additional services or products to customers Level A/601/1219 Deal with customers across a language divide Level Y/601/1227 Maintain customer service through effective handover Level M/601/5039 Maintain and deal with payments Level T/601/7214 Employment Rights and Responsibilities in the Hospitality, Leisure, Travel and Tourism Sector Level Level 2 NVQ Diploma in Front of House Reception ` Page 31 of 56

33 Gateway Qualifications Level 2 Certificate In Hospitality and Catering Principles (Front of House Reception) Learners must achieve 14 credits in total with 7 credits from the Mandatory Group M and at least 1 credit from Optional Group OA and the remaining 6 credits from Optional Groups OA or OB. Mandatory Group Learners must achieve 7 credits from this group. Unit Reference Title Level Credit GLH R/600/0615 Safe, Hygienic and Secure Working Environments in Hospitality Level Y/600/0616 Effective Teamwork Level D/600/0617 Giving Customers a Positive Impression Level T/600/1059 Principles of Customer Service in Hospitality Leisure Travel and Tourism Level Optional Group OA Learners must achieve at least 1 credit from this group. Unit Reference Title Level Credit GLH K/600/0619 Reception Communication Procedures in the Hospitality Industry Level D/600/0620 Arrival of Customers Level H/600/0621 Departure of Customers Level F/600/1078 Dealing with Bookings Level Optional Group OB Learners may achieve up to 6 credits from this group. Level 2 Certificate In Hospitality and Catering Principles (Front of House Reception) Page 32 of 56

34 Unit Reference Title Level Credit GLH A/600/1080 Handle Mail and Book External Services Level L/600/1133 Dealing with Payments Level A/502/8317 Principles of Resolving Customer Service Problems Level D/502/8312 Principles of Storing and Retrieving Information Level K/502/8314 Principles of Maintaining Customer Service Through Effective Handover Level Y/502/8311 Principles of Promoting Additional Services or Products to Customers Level Level 2 Certificate In Hospitality and Catering Principles (Front of House Reception) Page 33 of 56

35 Gateway Qualifications Level 3 NVQ Diploma in Hospitality Supervision and Leadership Learners must achieve 37 credits in total including 23 credits from the Mandatory Group M, at least 4 credits from Optional Group OA and the remaining 10 credits from Optional Groups OA or OB. It should be noted that the following unit will provide evidence of the Employee Rights and Responsibilities requirements of the apprenticeship framework. It is strongly recommended that this unit is selected. If it is not selected, the learner will have to complete the separate Employment Rights and Responsibilities in the Hospitality, Leisure, Travel and Tourism Sector qualification. Unit Reference T/601/7214 Title Level Credit GLH Employment Rights and Responsibilities in the Hospitality, Leisure, Travel and Tourism Sector Level Mandatory Group Learners must achieve 23 credits from this group. Unit Reference Title Level Credit GLH M/600/9600 Set objectives and provide support for team members Level H/600/9660 Develop working relationships with colleagues Level H/601/1568 Lead a team to improve customer service Level T/502/9532 Contribute to the control of resources Level Y/502/9569 Maintain the health, hygiene, safety and security of the working environment Level Optional Group OA Learners must achieve at least 4 credits from this group. Level 3 NVQ Diploma in Hospitality Supervision and Leadership Page 34 of 56

36 Unit Reference Title Level Credit GLH F/502/9565 Supervise Drink Services Level J/502/9566 Supervise Food Production Operations Level M/502/9562 Supervise Food Service Level T/502/9563 Supervise Functions Level K/502/9561 Supervise Housekeeping Operations Level H/502/9560 Supervise Portering and Concierge Operations Level A/502/9533 Supervise Reception Services Level Y/502/9538 Supervise Reservations and booking services Level Optional Group OB Learners may achieve a maximum of 10 credits from this group. Unit Reference Title Level Credit GLH J/601/1515 Monitor and solve customer service problems Level M/600/9676 Support learning and development within own area of responsibility Level H/601/1232 Improve the customer relationship Level M/600/9712 Manage the environmental impact of work activities Level Y/600/9686 Lead and manage meetings Level T/502/9529 Contribute to the selection of staff for activities Level A/502/9564 Manage the receipt, storage or dispatch of goods Level R/502/9540 Supervise Cellar and Drink Storage Operations Level M/502/9559 Supervise Linen Services Level D/502/9539 Supervise Practices for Handling Payments Level F/502/9534 Supervise the use of technological equipment in hospitality services Level R/502/9537 Supervise the wine store_cellar and dispense counter Level Level 3 NVQ Diploma in Hospitality Supervision and Leadership Page 35 of 56

37 L/502/9536 Supervise vending Service Level H/502/9591 Ensure Food Safety Practices are Followed in the Preparation and Serving of Food and Drink Level J/502/9535 Contribute to Promoting Hospitality Products and Services Level K/502/9530 Contribute to the Development of a Wine List Level K/502/9558 Supervise off-site food delivery service Level M/502/9531 Contribute to the Development of Recipes and Menus Level T/601/7214 Employment Rights and Responsibilities in the Hospitality, Leisure, Travel and Tourism Sector Level Level 3 NVQ Diploma in Hospitality Supervision and Leadership Page 36 of 56

38 Gateway Qualifications Level 3 Award In Hospitality Supervision and Leadership Principles Learners must achieve the 3 mandatory units totalling 11 credits. Mandatory Group Learners must achieve all three units within this group, Unit Reference Title Level Credit GLH R/502/3964 Principles of leading a team in the Hospitality Industry Level D/502/3952 Supervision of Operations in the Hospitality Industry Level L/600/1066 Principles of Supervising Customer Service Performance in Hospitality Leisure Travel and Tourism Level Level 3 Award In Hospitality Supervision and Leadership Principles Page 37 of 56

39 Gateway Qualifications Level 3 Certificate In Hospitality Retail Outlet Management Learners must achieve all 27 credits in Mandatory Group M, and a minimum of 4 additional credits from Optional Group OA. If this qualification is being undertaken as a component part of an apprenticeship framework, the additional unit in Group OB must also be achieved. Mandatory Group Learners must achieve 27 credits from this group. Unit Reference Title Level Credit GLH H/600_9660 Develop working relationships with colleagues Level T/502_9532 Contribute to the control of resources Level Y/502_9569 Maintain the health, hygiene, safety and security of the working environment Level J/601_1515 Monitor and solve customer service problems Level H/601_1232 Improve the customer relationship Level A/502_9564 Manage the receipt, storage or dispatch of goods Level Optional Group OA Learners must achieve a minimum of 4 credits from this group. Unit Reference Title Level Credit GLH H/502/9591 Ensure Food Safety Practices are Followed in the Preparation and Serving of Food and Drink Level F/601/4932 Prepare and serve hot drinks using specialist equipment Level M/601/5039 Maintain and deal with payments Level Level 3 Certificate In Hospitality Retail Outlet Management Page 38 of 56