COURSE DESCRIPTION

This apprenticeship is ideal for someone who works carrying out a range of general and specialist roles within hospitality businesses, including bars, cafes, conference centres, restaurants and hotels. 

ROLE PROFILE

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.

The most important part of the role is developing fantastic ‘hospitality’ skills and knowledge such as recognising customer needs, knowing how to match them to the products and services of the business and working as part of a team to ensure that every customer, whether they are eating in a restaurant, drinking cocktails in a bar, ordering room service in a hotel or attending a business conference feels welcomed and looked after.

HOW WILL I BE TRAINED?

• 12 Months of Training 
• In workplace Training Delivery 
• Online Training  via Teams Or Zoom  
• 1-2-1 Trainer Support
• Functional Skills Maths & English Support 

• Observation in Workplace
• EPA Project / Portfolio of Evidence
• Knowledge Test

Details of standard

This Apprenticeship Standard is split up into core units, some of these units are mandatory and apply to all roles respectively. There are also some optional units which apply to the more specialist areas of Hospitality.

Industry Knowledge

All hospitality team members must have the following introductory knowledge

• Understand what hospitality means; the culture of the industry and why delivering a customer experience to meet and exceed customer’s expectations is so important to hospitality businesses.
• Appreciate the importance of hospitality behaviours such as personal conduct, being adaptable, using initiative and communicating with a diverse range of people.
• Know the range of businesses and establishments that make up the hospitality industry, their differences and similarities and the variety of job roles and progression opportunities that are available.

Core Hospitality

All hospitality team members will learn about following topics via core hospitality knowledge, skills and behaviours that apply to their role.

• Understanding your Customer
• Meeting Brand Standards
• Knowing your Business, your role & it’s responsibilities 
• People – working in a team, communicating effectively, dealing with customers
• Initial supervision / team leader training 

Hospitality specialist

Hospitality team members must select from one of the following specialist functions:

• Food and beverage service
• Alcoholic beverage service (apprentices that specialise in alcoholic beverages select one of the three options)
• Barista
• Food production
• Concierge and guest services
• House-Keeping
• Reception
• Reservations
• Conference and Events Operations

Stephen Williams

Yuzu Trainer

After completing his degree in Communication Studies and gaining experience in management roles, educational settings, and leading coffee teams, Stephen joined us six years ago with the aim of inspiring others to grow and learn in ways that suit them best.

Benefits for the employer

Skilled Workforce: Apprentices acquire essential skills and knowledge in customer service, ensuring they can deliver high-quality products and services to customers. This enhances the overall service quality and customer satisfaction.

Tailored Training: The apprenticeship program allows employers to tailor training according to their specific organizational needs and customer service standards. This ensures that apprentices learn skills and behaviours aligned with the company’s values and goals.

Cost-Effective Recruitment: Hiring apprentices can be more cost-effective than recruiting experienced staff, especially for entry-level positions. This is because apprentices are often paid lower wages while they learn on the job.

Improved Retention: Investing in apprenticeship programs demonstrates commitment to employee development, which can improve employee morale and loyalty. Apprentices are more likely to stay with the company after completing their training, reducing staff turnover costs.

Professional Recognition: Completion of the apprenticeship can lead to eligibility for professional membership at the Institute of Customer Service, enhancing the professional reputation of both the individual apprentice and the employer.

Regulatory Compliance: By training apprentices in understanding relevant legislation and regulatory requirements, employers ensure compliance with legal standards, reducing the risk of fines or legal issues related to customer service practices.

Who is this apprenticeship for?

This apprenticeship is for individuals who aspire to become customer service practitioners. They will be responsible for delivering high-quality products and services to their organisation’s customers.

Role titles include: 

Employers are entitled to funding from the Government to help pay for Apprenticeship training. The cost of the apprenticeship is set by Government and the cost for the Customer Service Practitioner Apprenticeship is £4000.

If you are an employer who pays the Apprenticeship Levy, the full cost of the programme can be paid through your Apprenticeship Levy.

If you are non-levy payer, the Government will pay 95% of the apprenticeship costs and you as the employer pay a 5% contribution of £200.00 at the start of the programme.

In some cases, funding via Levy Transfer can be arranged to cover the 5% contribution, if your learner is under the age of 22 you will no longer be required to contribute the 5% towards the cost of the apprenticeship.

For any questions or further information:

Email [email protected] or call 02380 170378