Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250) Logbook

Transcription

1 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250) Logbook December 2009 Version 1.6

2 2 About the qualification 2.2 The structure of the Level 3 Diploma in Hospitality Supervision and Leadership How is the qualification made up? The qualification is made up of a number of units, each with a credit value. Units are either mandatory or optional with each unit coverings a different work activity so you can build up to the full qualification unit by unit (45 credits). If learners wish they can take units that in total exceed more than 45 units. Your centre will explain which units you need to take and help you choose those that best match your job. Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250) To attain the qualification learners would have to gain a minimum of 45 credits. This comprises of: all of the mandatory units in Section A (34 credits) at least one unit from Section B (4 credits) a further minimum of 7 credits can come from either Section B or C SECTION A MANDATORY UNITS Credit Value 301 (HSL1) Provide leadership for your team (MSC B5) (HSL2) Develop productive working relationships with colleagues (MSC D1) (HSL3) Contribute to the control of resources (HSL4) Maintain the health, hygiene, safety and security of the working environment (HSL5) Lead a team to improve customer service (ICS 42) 8 SECTION B OPTIONAL UNITS Learners that select any of the following units, HSL7 (307), HSL10 (310) or HSL11 (311) from Section B are strongly recommended to take unit HSL30 (330). 307 (HSL7) Supervise food production operations (HSL8) Supervise functions (HSL10) Supervise food services (HSL11) Supervise drink services (HSL17) Supervise housekeeping services (HSL20) Supervise portering and concierge services (HSL21) Supervise reception services (HSL22) Supervise reservation and booking services 4 SECTION C OPTIONAL UNITS 306 (HSL6) Contribute to promoting hospitality services and products (HSL9) Contribute to the development of recipes and menus (HSL12) Supervise off-site food delivery services (HSL13) Supervise cellar and drink storage operations (HSL14) Manage the receipt, storage or dispatch of goods (SfL WS20) 3 8 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250)

3 315 (HSL15) Supervise the wine store/cellar and dispense counter (HSL16) Supervise vending services (HSL18) Supervise linen services (HSL19) Monitor and solve customer service problems (ICS 32) (HSL23) Improve relationships with customers (ICS 26) (HSL24) Provide learning opportunities for colleagues (MSC D7) (HSL25) Supervise the use of technological equipment in hospitality services (HSL26) Supervise practices for handling payments (HSL27) Contribute to the development of a wine list (HSL28) Manage the environmental impact of your work (MSC E9) (HSL29) Contribute to the selection of staff for activities (HSL30) Ensure food safety practices are followed in the preparation and serving of 5 food and drink (People1st 3GEN1) 331 (HSL31) Lead meetings (MSC D11) 4 Note: Some of the units are imported from other national occupational standards (eg 328), these are clearly indicated by codes mused after the title (eg MSC E9). Structure of a unit Units describe what you must be able to do to show you can competently perform activities in your job. Units are broken down into Outcomes the tasks you need to do. o o Performance criteria (what you must do) which describe what you have to do to for each task Knowledge criteria (what you must know) which describe what you need to know and understand Evidence requirements a summary of the evidence you need to prove you are competent. Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250) 9

4 301 (HSL1) Provide leadership for your team (MSC B5) Unit aim(s) This unit is about providing direction to the members of your team and motivating and supporting them to achieve the objectives of the team and their personal work objectives. Level 3 Credit value 9 Evidence requirements Performance Knowledge and understanding Learning outcome 1 Learning outcome 2 Evidence of outcomes: Possible examples of evidence Learning outcome 3 Learning outcome 4 Learning outcome 5 1, 2, 3, 11 Plans and objectives you have agreed with your team: 1, 2, 3, 4, 5, 6, 7 Notes and other records of meetings with individuals and the team you have led to discuss and agree objectives and work plans 1, 2, 3, 4, 5, 6, 8 1 1, 2, 3, 4 1, 2, 4, 5, 6, 7 Individual and team objectives and work plans or schedules you have agreed 2, 3, 4 1 1, 2, 4 2, 3, 4, 5, 6, 7, 8 Records of own appraisal or performance review meetings with manager regarding your role in agreeing individual and team objectives and work plans 2, 3, 4, 6, 7, 8 1 1, 2, 3, 4 1, 2, 3, 4, 5, 6, 7, 8 Personal statement (commentary on how you involved team members in agreeing demanding but realistic individual and team objectives and work plans) 1, 2, 3, 4, 5, 6, 8 1 1, 2, 3, 4 1, 2, 3, 5, 6, 7, 8 Witness statements by team members (how you encourage them to set demanding but realistic objectives and accept responsibility for achieving them) , 4, 5, 6, 8, 9, 10, 11 Records of the performance of the team and its members: 1, 2, 3, 4, 5, 6, 7, 8, 9, 10 Data on the quantity and quality of individual and team performance, showing achievement of objectives and plans 2, 3, 4, 7 1 1, 2, 4 1, 2, 3, 4, 5, 6, 7, 8 Notes or other records of meetings, showing how individual and team problems have been resolved 3, 5, 6, 7, 8, 9 1 3, 4 1, 2, 3, 4, 5, 6, 7, 8 Personal statements (commentary on how you motivated individuals, encouraged them to take responsibility and dealt with individual and team problems) 1, 3, 4, 5, 6, 7, 8 1 1, 2, 3, 4 1, 2, 3, 4, 5, 6, 7, 8 Witness statements by team members (how you helped them to overcome problems and motivated them to achieve objectives and take on responsibility for activities) Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250) 23

5 301 (HSL1) Provide leadership for your team (MSC B5) Outcome 1 Develop skills to provide leadership for their team (What you must do) The Learner will: Date1: Date 2: Date 3: Date 4: Date 5: Date 6: 1.1 set out and positively communicate the purpose and objectives of the team to all members 1.2 involve members in planning how the team will achieve its objectives 1.3 ensure that each member of the team has personal work objectives and understands how achieving these will contribute to achievement of the team s objectives 1.4 encourage and support team members to achieve their personal work objectives and those of the team and provide recognition when objectives have been achieved 1.5 win, through their performance, the trust and support of the team for their leadership 1.6 steer the team successfully through difficulties and challenges, including conflict within the team 1.7 encourage and recognise creativity and innovation within the team 1.8 give team members support and advice when they need it especially during periods of setback and change 1.9 motivate team members to present their own ideas and listen to what they say 1.10 encourage team members to take the lead when they have the knowledge and expertise and show willingness to follow this lead 1.11 monitor activities and progress across the team without interfering 24 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250)

6 301 (HSL1) Provide leadership for your team (MSC B5) Outcome 2 Use appropriate behaviours to provide leadership for their team (What you must do) The Learner will: Date1: Date 2: Date 3: Date 4: Date 5: Date 6: 2.1 demonstrate that they are able to create a sense of common purpose 2.2 demonstrate that they are able to take personal responsibility for making things happen 2.3 demonstrate that they are able to encourage and support others to take decisions autonomously 2.4 demonstrate that they are able to act within the limits of their authority 2.5 demonstrate that they are able to make time available to support others 2.6 demonstrate that they are able to show integrity, fairness and consistency in decision making 2.7 demonstrate that they are able to seek to understand people s needs and motivations 2.8 demonstrate that they are able to model behaviour that shows respect, helpfulness and cooperation 26 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250)

7 301 (HSL1) Provide leadership for your team (MSC B5) Outcome 3 5 Underpinning knowledge (What you must know) 3 Know and understand how to provide leadership for their team using general knowledge 3.1 Know different ways of communicating effectively with members of a team 3.2 Know how to set objectives which are SMART (specific, measurable, achievable, realistic and time-bound) 3.3 Know how to plan the achievements of team objectives and the importance of involving team members in this process 3.4 Understand the importance of and being able to show team members how personal work objectives contribute to achievement of team objectives 3.5 Know that different styles of leadership exist 3.6 Know how to select and successfully apply a limited range of different methods for motivating, supporting and encouraging team members and recognising their achievements 3.7 Know the types of difficulties and challenges that may arise, including conflict, diversity and inclusion issues within the team, and ways of identifying and overcoming them 3.8 Know the importance of encouraging others to take the lead and ways in which this can be achieved 3.9 Understand the benefits of and how to encourage and recognise creativity and innovation within a team 4 Know and understand how to provide leadership for their team using industry and sector specific knowledge 4.1 Know about Legal, regulatory and ethical requirements in the sector 5 Know and understand how to provide leadership for their team using context specific knowledge 5.1 Know the members, purpose, objectives and plans of their team 5.2 Know the personal work objectives of members of their team 5.3 Know the types of support and advice that team members are likely to need and how to respond to these 5.4 Know the standards of performance for the work of their team Portfolio reference number 28 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250)

8 302 (HSL2) Develop productive working relationships with colleagues (MSC D1) Unit aim(s) This unit is about developing working relationships with colleagues; within your own organisation and within other organisations that are productive in terms of supporting and delivering your work and that of the overall organisation. Colleagues are any people you are expected to work with, whether they are at a similar position or in other positions. Level 3 Credit value 9 Evidence Requirements Performance Knowledge and understanding Learning outcome 1 1, 2, 3, 5, 8 1, 2, 3, 5, 6, 7, 8 Learning outcome 2 1,2,3,4,5,6,7,8,9, 10 1,2,3,4,5,6,7,8,9, 10 5,6,7,8,9,10 1,2,3,4,6,7,10 1,2,4,5,6,7,8,9,10 1,2,4,5,6,7,8,9,10 Evidence of outcomes: Possible examples of evidence Records of activities and agreements with work colleagues that you have completed successfully: Notes, minutes or other records of formal and informal meetings with colleagues relating to agreements for action by you and your performance in relation to these agreements s, memos and other correspondence with colleagues relating to actions you have agreed to undertake and your performance in relation to these agreements Personal statements (reflections on the nature and effectiveness of your relationships with work colleagues and your fulfilment of your commitments to them) Witness statements (comments by colleagues on the nature and effectiveness of your relationships with them and your fulfilment of your commitments to them) Records of relationship difficulties or conflicts at work that you have successfully addressed and feedback you have given and received: Notes, minutes or other records of formal and informal meetings with colleagues relating to relationship difficulties or conflict s, memos and other correspondence with colleagues relating to relationship difficulties or conflict Learning outcome 3 1, 2,3, 4, 5, 6, 7, 8 Learning outcome 4 Learning outcome 5 1, 2, 3 1, 2, 3, 4, 5, 6, 7, 8, 9 1, 2, 3, 4, 5, 6 1, 2, 3 1, 2, 3, 4, 5, 6, 7, 8, 9 1, 2, 3, 4,5,6,7 1, 2, 3 1, 2, 3, 4, 5, 6, 7, , 2,3,4,5,6,7 1, 2, 3 1, 2, 3, 4, 5, 6, 7, 8, 9 1,2,3,4,5 1, 2, 3 1, 2, 3, 4, 5, 6, 7, 8, 9 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250) 31

9 302 (HSL2) Develop productive working relationships with colleagues (MSC D1) Outcome 1 Develop productive working relationships with colleagues (What you must do) The Learner will: Date1: Date 2: Date 3: Date 4: Date 5: Date 6: 1.1 establish working relationships with all colleagues who are relevant to the work being carried out 1.2 recognise, agree and respect the roles and responsibilities of colleagues 1.3 understand and take account of the priorities, expectations and authority of colleagues in decisions and actions 1.4 fulfil agreements made with colleagues and let them know 1.5 advise colleagues promptly of any difficulties or where it will be impossible to fulfil agreements 1.6 identify and sort out conflicts of interest and disagreements with colleagues in ways that minimise damage to the work being carried out 1.7 exchange information and resources with colleagues to make sure that all parties can work effectively 1.8 provide feedback to colleagues on their performance and seek feedback from colleagues on your own performance in order to identify areas for improvement 32 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250)

10 302 (HSL2) Develop productive working relationships with colleagues (MSC D1) Outcome 2 Use appropriate behaviours for developing productive working relationships with colleagues (What you must do) The Learner will: Date1: Date 2: Date 3: Date 4: Date 5: Date 6: 2.1 present information clearly, concisely, accurately and in ways that promote understanding 2.2 demonstrate that they seek to understand people s needs and motivations 2.3 demonstrate that they make time available to support others 2.4 demonstrate that they clearly agree what is expected of others and hold them to account 2.5 demonstrate that they know how to work to develop an atmosphere of professionalism and mutual support 2.6 demonstrate model behaviour that shows respect, helpfulness and cooperation 2.7 demonstrate that they keep promises and honour commitments 2.8 consider the impact of their own actions on others 2.9 say no to unreasonable requests 2.10 demonstrate that they show respect for the views and actions of others 34 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250)

11 302 (HSL2) Develop productive working relationships with colleagues (MSC D1) Outcome 3 5 Underpinning knowledge (What you must know) 3 Know and understand how to develop productive working relationships with colleagues using general knowledge 3.1 Understand the benefits of developing productive working relationships with colleagues 3.2 Understand the principles of effective communication and how to apply them in order to communicate effectively with colleagues 3.3 Know how to identify disagreements with colleagues and the techniques for sorting them out 3.4 Know how to identify conflicts of interest with colleagues and the measures that can be used to manage or remove them 3.5 Know how to take account of diversity issues when developing working relationships with colleagues 3.6 Know the importance of exchanging information and resources with colleagues 3.7 Know how to get and make use of feedback on your performance from colleagues 3.8 Know how to provide colleagues with useful feedback on their performance 4 Know and understand how to develop productive working relationships with colleagues using Industry and sector specific knowledge 4.1 Know about regulations and codes of practice that apply in the industry or sector 4.2 Know about standards of behaviour and performance in the industry or sector 4.3 Know about the working culture of the industry or sector 5 Know and understand how to develop productive working relationships with colleagues using context specific knowledge 5.1 Identify current and future work being carried out 5.2 Identify colleagues who are relevant to the work being carried out, their work roles and responsibilities 5.3 Identify processes within the organisation for making decisions Portfolio reference number 36 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250)

12 5.4 Identify line management responsibilities and relationships within the organisation 5.5 Practice the organisations values and culture 5.6 Identify influence, politics and power within the organisation 5.7 Adhere to standards of behaviour and performance expected in the organisation 5.8 Identify information and resources that different colleagues might need 5.9 Reach agreements with colleagues Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250) 37

13 303 (HSL3) Contribute to the control of resources Unit aim(s) This unit is about ensuring that you and staff you are responsible for, use resources effectively and efficiently, without undue waste. It covers obtaining supplies, checking equipment, monitoring the use of resources and keeping records. Level 3 Credit value 4 Evidence requirements Evidence from learning outcome 1 must come from the learner s work in a hospitality workplace when managing the resources under their control. Resources should include: equipment, supplies and people. There must be sufficient evidence for the assessor to judge that the learner can achieve the learning outcomes and assessment criteria on a consistent basis Learning outcomes 1. Be able to contribute to the control of resources 2. Understand how to contribute to the control of resources Example Assessment Methods Observation Products of work Witness Testimony Professional discussion Learner statement Oral questioning Written questioning Project Reflective account Professional discussion Inferring knowledge and understanding Examples of Evidence Requirements Observation sheets Order forms and other correspondence Store records Maintenance records Work plans Witness Statements Records of professional discussion Records of oral questioning Question/answer sheets Projects Reflective account Records of professional discussion cross reference to outcome 1 Contingencies 1.3 deal with any problems in obtaining resources following agreed procedures and keeping relevant people informed Alternative assessment methods Oral questions Written questions Professional discussion Examples of evidence Records of oral questioning Question/answer sheets Records of professional discussion Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250) 39

14 303 (HSL3) Contribute to the control of resources Outcome 1 Be able to contribute to the control of resources (What you must do) The Learner will: Date1: Date 2: Date 3: Date 4: Date 5: Date 6: 1.1 compare the resource available to them with the resources they need for their work 1.2 follow the correct procedures to obtain additional resources needed for their work 1.3 deal with any problems in obtaining resources following agreed procedures and keeping relevant people informed 1.4 check the quality, quantity and suitability of resources before they are needed for use 1.5 make sure that equipment and materials are correctly stored and maintained 1.6 encourage their colleagues to make efficient use of resources and minimise waste 1.7 monitor the use of resources in their area of responsibility 1.8 make sure that resources are used effectively, efficiently and in line with organisational and legal requirements 1.9 keep records about resources upto-date, accurate and in the specified place 1.10 recommend ways of making better use of resources following organisational requirements Resources to include: Equipment Supplies People 40 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250)

15 303 (HSL3) Contribute to the control of resources Outcome 2 Understand how to contribute to the control of resources Underpinning knowledge (What you must know) The learner can: 2.1 identify the equipment, colleagues and supplies that are used in their area of responsibility 2.2 describe normal consumption levels for the resources in their area of responsibility 2.3 explain how to work out what resources are needed for planned work 2.4 explain how to identify what resources are available for planned work 2.5 explain how make sure the resources already available are suitable for planned work 2.6 explain how to identify what additional resources are needed for planned work 2.7 Identify the approximate costs of the resources used in their area of responsibility 2.8 explain how resource costs affect their organisation s financial targets 2.9 explain the importance of working within agreed spending limits 2.10 describe the procedures to follow when it is necessary to go beyond agreed spending limits 2.11 explain why it is important to follow the correct procedures when it is necessary to go beyond the agreed spending limit 2.12 describe their organisation s policies for ordering resources 2.13 identify who is responsible for ordering resources 2.14 identify their organisation s regular suppliers 2.15 describe the procedures to follow to obtain required resources 2.16 describe the procedures to store the resources in their area of responsibility 2.17 explain how to ensure resources are stored correctly 2.18 describe the appropriate lifting and handling methods and techniques for resources in their area 2.19 describe the health and safety requirements for the resources they are responsible for 2.20 explain the environmental impact of the resources they are responsible for 2.21 describe their organisation s policies for: Using resources, controlling waste and recycling Portfolio reference number 42 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250)

16 2.22 explain how to count, check and monitor the use of resources 2.23 explain how to keep waste to a minimum 2.24 explain how to encourage colleagues to make efficient use of resources to benefit their organisation and the environment 2.25 explain how to make recommendations to improve the use of resources to decision makers in their organisation 2.26 identify the records they need to keep on the use of resources 2.27 explain the advantages of using computerized stock control systems Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250) 43

17 304 (HSL4) Maintain the health, hygiene, safety and security of the working environment Unit aim(s) This unit is about maintaining health, safety, security and hygiene standards relevant to your area of responsibility. The maintenance of these standards is essential in protecting staff and customers from harm. Level 3 Credit value 4 Evidence Requirement s Evidence from learning outcome 1 must come from the learner s work in a hospitality workplace when maintaining health, safety and security in their area of responsibility. There must be sufficient evidence for the assessor to judge that the learner can achieve the learning outcomes and assessment criteria on a consistent basis. Learning outcomes Example Assessment Methods Examples of Evidence Requirements 1. Be able to maintain the health, hygiene, safety and security of the working environment 2. Understand how to maintain the health, hygiene, safety and security of the working environment Observation Products of work Witness Testimony Professional discussion Learner statement Oral questioning Written questioning Project Reflective account Professional discussion Observation sheets Videos Information held by the learner on health, safety and security Notes of meetings with line manager Risk assessments Team briefing notes s and other correspondence Witness Statements Records of professional discussion Records of oral questioning Question/answer sheets Projects Reflective account Records of professional discussion cross reference to outcome 1 Contingencies 1.6 deal with risks and accidents promptly, following organisational and legal requirements for safeguarding customers and staff Alternative assessment methods Simulation Oral questions Written questions Professional discussion Examples of evidence Observation sheet Video Question/answer sheets Records of professional discussion Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250) 45

18 304 (HSL4) Maintain the health, hygiene, safety and security of the working environment Outcome 1 Be able to maintain the health, hygiene, safety and security of the working environment (What you must do) The Learner will: Date1: Date 2: Date 3: Date 4: Date 5: Date 6: 1.1 make sure they have information on the health, safety and security procedures that apply to their area of responsibility 1.2 make sure colleagues have relevant information on the health, hygiene safety and security issues within their area of responsibility 1.3 make colleagues aware of the importance of following health, hygiene, safety and security procedures 1.4 check that all colleagues follow the health, hygiene, safety and security procedures in their area of responsibility 1.5 monitor their area of responsibility for risks to health, hygiene, safety and security 1.6 deal with risks and accidents promptly, following organisational and legal requirements for safeguarding customers and staff 1.7 record or report risks and any health, hygiene, safety or security action taken, following organisational procedures 1.8 pass on information about how health, hygiene, safety or security procedures are working 1.9 make suggestions as to how health, hygiene, safety or security procedures can be improved 46 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250)

19 304 (HSL4) Maintain the health, hygiene, safety and security of the working environment Outcome 2 Understand how to maintain the health, hygiene, safety and security of the working environment (What you must know) The learner can: 2.1 describe the main areas of health, hygiene and safety laws and regulations that affect work in their area of responsibility 2.2 identify the statutory authorities that enforce the health, hygiene and safety laws and regulations relevant to their work 2.3 explain the implications of breaking the law on health, hygiene and safety both for themselves and their organisation 2.4 describe their organisation s health, hygiene, safety and security procedures as relevant to their work 2.5 describe their own responsibilities for health, hygiene, safety and security 2.6 describe the procedures they should follow to make recommendations about health, hygiene, safety and security 2.7 identify to whom they should make recommendations about health, hygiene, safety and security 2.8 identify the person(s) responsible for first aid, health, hygiene, safety and security in their organisation and their responsibilities 2.9 explain the importance of making sure permanent and temporary staff understand health, hygiene, safety and security procedures 2.10 explain how to communicate effectively with permanent and temporary staff on issues to do with health, hygiene, safety and security 2.11 identify the types of information about health, hygiene, safety and security that they should record and store 2.12 describe the procedures they should follow to record and store information about health, hygiene, safety and security 2.13 identify other people and organisations who need to have access to information about health, hygiene, safety and security 2.14 identify the information on health, hygiene, safety and security they might have to give to external authorities 2.15 describe the typical health, hygiene, safety and security hazards that exist or may exist, in their area of responsibility 2.16 explain how to monitor their area of responsibility to make sure they maintain the health, hygiene, safety and security of employees, customers and other members of the public 2.17 identify how frequently they should carry out health, hygiene, safety and security inspections 2.18 explain the limits of their authority when directly dealing with risks and hazards what they can do themselves and what they need to report 48 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250) Portfolio reference number

20 2.19 explain how to assess the risks associated with the typical health, hygiene, safety and security hazards that exist, or may exist in their area of responsibility 2.20 explain how to eliminate or minimise the risk associated with typical health, hygiene, safety and security hazards 2.21 explain how to identify, report or deal with faults with equipment they are responsible for 2.22 explain how to develop contingency plans that will reduce the impact of any health, hygiene, safety and security problems that occur 2.23 describe their organisation s emergency procedures 2.24 explain what they should do in the event of an emergency, including bomb alert and fire 2.25 describe the evacuation procedures that relate to their area of responsibility Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250) 49

21 305 (HSL5) Lead a team to improve customer service (ICS42) Unit aim(s) This unit is about looking at both your organisation and your staffing resources and bringing these together in a constructive way to improve overall customer service. You need to give support and guidance to your team to encourage them to improve their customer service delivery. It is about having a passion for customer service and sharing this enthusiasm with your colleagues and staff team. It is about leading by example. Level 3 Credit value 8 Evidence Requirements 1 Your evidence should be collected when carrying out a real job, whether paid or voluntary and when dealing with real customers, whether internal or external to the organisation. 2 You may collect the evidence for the unit through work in a private sector organisation, a notfor-profit organisation or public service organisation. 3 You must provide evidence that shows you have done this over a sufficient period of time for your assessor to be confident that you are competent. 4 You must prove you have line management or supervisory responsibility for the team members used in your evidence. 5 You must show you have taken into account the organisational constraints of: a cost b time c human resources d other resources. 6 You must also show that you have taken into account the team or individual constraints of: a existing workloads b individual capabilities and sensitivities c initiatives and objectives currently being undertaken by the organisation d influences operating on the team from outside. 7 Your evidence must prove that you have taken time with each team member to: a plan and organise their work b provide support and guidance c give and seek feedback on performance. Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250) 51

22 305 (HSL5) Lead a team to improve customer service (ICS42) Outcome 1 Plan and organise the work of a team (What you must do) The Learner will: Date1: Date 2: Date 3: Date 4: Date 5: Date 6: 1.1 treat team members with respect at all times 1.2 agree with team members their role in delivering effective customer service 1.3 involve team members in planning and organising their customer service work 1.4 allocate work which takes full account of team members customer service skills and the objectives of the organisation 1.5 motivate team members to work together to raise their customer service performance 52 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250)

23 305 (HSL5) Lead a team to improve customer service (ICS42) Outcome 2 Provide support for team members (What you must do) The Learner will: Date1: Date 2: Date 3: Date 4: Date 5: Date 6: 2.1 give team members support and direction when they need help 2.2 encourage team members to work together to improve customer service 2.3 check that team members understand what they have to do to improve their work with customers and why that is important 2.4 check with team members what support they feel they may need throughout this process 54 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250)

24 305 (HSL5) Lead a team to improve customer service (ICS42) Outcome 3 Review performance of team members (What you must do) The Learner will: Date1: Date 2: Date 3: Date 4: Date 5: Date 6: 3.1 provide sensitive feedback to team members about their customer service performance 3.2 encourage team members to discuss their customer service performance 3.3 discuss sensitively with team members action they need to take to continue to improve their customer service performance 56 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250)

25 305 (HSL5) Lead a team to improve customer service (ICS42) Outcome 4 Know and understand about leading a team to improve customer service (What you must know) The learner can: 4.1 show that they know and understand the roles and responsibilities of their team members and where they fit in with the overall structure of the organisation 4.2 show that they know and understand how team and individual performance can affect the achievement of organisational objectives 4.3 show that they know and understand the implications of failure to improve customer service for their team members and the organisation 4.4 show that they know and understand how to plan work activities Portfolio reference number 4.5 show that they know and understand how to present plans to others to gain understanding and commitment 4.6 show that they know and understand how to facilitate meetings to encourage frank and open discussion 4.7 show that they know and understand how to involve and motivate staff to encourage teamwork 4.8 show that they know and understand how to recognise and deal sensitively with issues of underperformance Evidence requirements 5. The Learner will show they have taken into account the organisation constraints of: cost time human resources other resources 6. The Learner will show they have taken into account the team or individual constraints of: existing workloads individual capabilities and sensitivities 7. The Learner will prove that they have taken time with each team member to: plan and organise their work provide support and guidance give and seek feedback on performance Portfolio reference number 58 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250)

26 307 (HSL7) Supervise food production operations Unit aim(s) This unit is about supervising food production to ensure that the customer receives their order within reasonable timescales and to quality standards. The unit is about making sure staff have the necessary skills, knowledge and resources required to carry out their work. It is also about monitoring work, dealing with food production problems and supervising operations to ensure the quality of the product. Level 3 Credit value 4 Evidence Requirements Evidence from learning outcome 1 must come from the learner s work in a hospitality workplace when supervising food production operations. There must be sufficient evidence for the assessor to judge that the learner can achieve the learning outcomes and assessment criteria on a consistent basis Learning outcomes 1. Be able to supervise food production operations 2. Understand how to supervise food production operations Example Assessment Methods Observation Products of work Witness Testimony Professional discussion Learner statement Oral questioning Written questioning Project Reflective account Professional discussion Examples of Evidence Requirements Observation sheets Videos Staff rotas Information held by the learner on food hygiene procedures Team briefing notes Notes of meetings with line manager Records of food production operations supervised by the learner Witness Statements Records of professional discussion Records of oral questioning Question/answer sheets Projects Reflective account Records of professional discussion cross reference to outcome 1 Contingencies 1.5 promptly take action to minimise the effect of problems that could delay food production or affect the standard of food service Alternative assessment methods Simulation Oral questions Written questions Professional discussion Examples of evidence Observation sheet Video Question/answer sheets Records of professional discussion Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250) 67

27 307 (HSL7) Supervise food production operations Outcome 1 Be able to supervise food production operations (What you must do) The Learner will: Date1: Date 2: Date 3: Date 4: Date 5: Date 6: 1.1 make sure that all stages of food production follow relevant legislation and organisational policies 1.2 ensure staff have the relevant skills, knowledge and resources required to carry out their work 1.3 encourage staff to ask questions about any instruction they do not fully understand 1.4 collect feedback that may help to identify any problems with procedures 1.5 promptly take action to minimise the effect of problems that could delay food production of affect the standard of food service 1.6 make sure staff s agreed targets are achieved 1.7 implement procedures to meet control points following relevant legislation and organisational policy 1.8 carry out and record regular checks to make sure that procedures are being followed as planned 1.9 encourage staff to report any actual or possible problems with the control points 1.10 record relevant information and deal with it according to the organisation s procedures 68 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250)

28 307 (HSL7) Supervise food production operations Outcome 2 Understand how to supervise food production operations (What you must know) The learner can: 2.1 describe relevant legislation and other industry specific regulations and codes of practice relating to food production 2.2 explain why quality is important to the success of the food production operation 2.3 explain how to assess the quality of own and other people s work Portfolio reference number 2.4 describe the different roles and responsibilities of people in their area of responsibility and in other parts of the organisation that are relevant to food production 2.5 explain how or organise a team so that food production operations are efficient 2.6 explain how to motivate staff to achieve the required standards of quality 2.7 identify what the food production timescales are 2.8 describe what skills required to implement the organisation s procedures for food production 2.9 compare the skills required for food production to those available 2.10 explain when it is appropriate to use spoken or written instructions or demonstrations and pictures/diagrams 2.11 describe the acceptable format for presenting and storing information n their area of responsibility 2.12 explain why confidentiality is important 2.13 describe how to ensure that confidential information is secure 2.14 identify when and how to provide information to management 2.15 explain how to estimate the resources needed for food production operations 2.16 explain the main principles of portion control 2.17 explain why portion control is essential in food production operations 2.18 explain how to minimise wastage 2.19 identify who to approach to get approval for additional resources 2.20 explain how to make the best of available resources 2.21 explain how to monitor activities and performance against organisational standards and targets 2.22 explain what to do when performance does not match up to standards and targets 70 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250)

29 308 (HSL8) Supervise functions Unit aim(s) This unit is about supervising a function such as a banquet, corporate entertainment event, reception or conference. The unit covers the preparation, running and closing of the event. As such it includes activities such as briefing, monitoring, clearing up and debriefing staff beyond the close of the function. Level 3 Credit value 4 Evidence Requirements Evidence from learning outcome 1 must come from the learner s work in a hospitality workplace when supervising functions. There must be sufficient evidence for the assessor to judge that the learner can achieve the learning outcomes and assessment criteria on a consistent basis Learning outcomes Example Assessment Methods Examples of Evidence Requirements 1. Be able to supervise functions 2. Understand how to supervise functions Observation Products of work Witness Testimony Professional discussion Learner statement Oral questioning Written questioning Project Reflective account Professional discussion Observation sheets Videos Notes of meetings with client/line manager Staff rotas Team briefing notes Plans for functions Records of functions supervised by the learner Witness Statements Records of professional discussion Records of oral questioning Question/answer sheets Projects Reflective account Records of professional discussion cross reference to outcome 1 Contingencies Alternative assessment methods Examples of evidence 1.12 deal with any problems that threaten to disrupt operations Simulation Oral questions Written questions Professional discussion Observation sheet Video Question/answer sheets Records of professional discussion Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250) 73

30 308 (HSL8) Supervise functionss Outcome 1 Be able to supervise functions (What you must do) The Learner will: Date1: Date 2: Date 3: Date 4: Date 5: Date 6: 1.1 obtain the necessary information about the function including customer requirements 1.2 agree own responsibilities with the customer 1.3 plan procedures to ensure that requirements are met 1.4 ensure staff have the skills, knowledge and resources to carry out their responsibilities 1.5 develop procedures to deal with contingencies 1.6 inspect the function venue to make sure that it has been prepared as agreed 1.7 make sure that the equipment and materials needed for the function are on site in good time 1.8 check all the necessary health and safety and other legal requirements 1.9 communicate relevant health, safety and legal requirements to customers 1.10 liaise with relevant people throughout the function to make sure that the arrangements meet customer requirements 1.11 monitor the function to make sure that it is running to plan 1.12 deal with any problems that threaten to disrupt operations 1.13 make sure the function and all associated activities comply with relevant legislation and the organisation s standards 1.14 record all relevant information in a suitable format 1.15 make records available to the relevant people 74 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250)

31 308 (HSL8) Supervise functionss Outcome 2 Understand how to supervise functions (What you must know) The learner can: Portfolio reference number 2.1 describe the health and safety and other legal requirements that affect the function 2.2 describe the health and safety and other legal requirements that need to be communicated to customers 2.3 describe the food safety measures that need to be employed for different types of functions, arrangements and environments 2.4 describe the organisation s customer care policy 2.5 explain why it is important to assess the impact that the function is likely to have on others (e.g. residents, local business etc) 2.6 describe the legal requirements that cover the cleaning of a venue 2.7 identify the variety of information required to plan different types of functions including: customers specific requirements staffing equipment budget venue capacity other specifications 2.8 identify the types of specific requirements customers may have, for example, for food, drink, marketing or table planning 2.9 identify the factors that need to be considered in arranging food and beverages for the function 2.10 explain how to deal with special requirements for different client groups including: children older people people with disabilities 2.11 explain how to minimise disruption that may be caused to others by the function 2.12 explain how to ensure the organisation of products and services support a variety of functions 2.13 explain why it is important to anticipate problems that may occur at functions 2.14 explain how to inspect a venue prior to a function 2.15 explain how to carry out a risk assessment of the premises 2.16 describe what to do with the information relating to risk assessment 76 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250)

32 2.17 describe how to inspect equipment used for a function 2.18 explain how to ensure that staff (including contractors) have the required skills knowledge and resources to carry out their responsibility 2.19 explain how to ensure effective management of staff for the function, including: allocation of responsibilities briefing supervision 2.20 identify how to ensure appropriate appointment of contractors 2.21 explain how to manage the types of contractors likely to be employed in the area of responsibility 2.22 explain how to manage available resources for a function 2.23 explain how to monitor a function 2.24 describe the factors that can be used to adjust the atmosphere at functions 2.25 identify the types of problems that may occur during functions 2.26 explain how to deal with problems at functions 2.27 describe how to evacuate premises safely 2.28 identify who is responsible for storing equipment and reporting loss or damage 2.29 identify who they should liaise with during a function to ensure things go as planned 2.30 explain how to respond to requests and complaints Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250) 77

33 309 (HSL9) Contribute to the development of recipes and menus Unit aim(s) This unit covers the competence hospitality supervisors need to plan and introduce new menu items. It involves researching the menu item, taking account of food combinations, flavours and dietary requirements and implementing the new items. Level 3 Credit value 4 Evidence Requirements Evidence from learning outcome 1 must come from the learner s work in a hospitality workplace when helping to develop recipes and menus. There must be sufficient evidence for the assessor to judge that the learner can achieve the learning outcomes and assessment criteria on a consistent basis. Learning outcomes 1. Be able to contribute to the development of recipes and menus 2. Understand how to contribute to the development of recipes and menus Example Assessment Methods Products of work Witness testimony Professional discussion Learner statement Oral questions Written questions Project Reflective account Professional discussion Examples of Evidence Requirements Observation sheets Photos Notes of meetings with line manager and other staff Correspondence with other staff Records of research Sample recipes and menus to which the learner has contributed Witness statements Records of professional discussion Records of oral questioning Question/answer sheets Projects Reflective account Records of professional discussion Cross reference to outcome 1 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250) 79

34 309 (HSL9) Contribute to the development of recipes and menus Outcome 1 Be able to contribute to the development of recipes and menus (What you must do) The Learner will: Date1: Date 2: Date 3: Date 4: Date 5: Date 6: 1.1 take account of food combinations, flavours and dietary requirements 1.2 calculate ingredient ratios, cooking times and temperatures for producing the recipe in varying quantities 1.3 identify suitable suppliers/ sources 1.4 identify methods of presenting, holding and distributing the product 1.5 cost recipe suggestions 1.6 take account of available resources 1.7 pass on relevant information about the suitability of the new menu item following organisational procedures 1.8 offer suggestions on menu layout and presentation 1.9 introduce recipe suggestions in accordance with: the style and policy of the organisation available resources the expectations and standards of customers 1.10 make sure staff have the information, skills and resources needed to support the introduction of the new menu item 1.11 collect feedback from staff and customers 1.12 evaluate feedback from staff and customers 80 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250)

35 309 (HSL9) Contribute to the development of recipes and menus Outcome 2 Understand how to contribute to the development of recipes and menus (What you must know) The learner can: 2.1 explain the existing style and policy of the organisation in relation to recipes and menus 2.2 explain how location and styles of operation can affect proposed menu items 2.3 explain the concept of a balanced diet and why it is important to good health 2.4 describe current government guidelines for healthy eating 2.5 explain how to keep up-to-date with information on healthy eating 2.6 describe the types, combinations and proportions of ingredients that make up a healthy dish 2.7 explain the nutritional benefits of minimising the fat, sugar and salt content of dishes 2.8 explain the nutritional benefits of starchy foods, fruit, vegetables and pulses 2.9 identify healthier flavourings that can be used as alternatives to salt and sugar 2.10 describe the quality standards required for each recipe item to be included 2.11 explain how to assess the quality of potential ingredients 2.12 explain how available equipment can affect the production of food items 2.13 identify the factors that need to be considered in selecting presentation, holding and distribution methods 2.14 explain how to cost proposed recipes and work out gross profit 2.15 explain the effect supplier choice can have on food quality 2.16 explain how to identify and assess the suitability of suppliers or supply sources 2.17 explain how to record information relation to proposed recipes 2.18 identify who to make records of proposed recipes available to 2.19 identify who to consult to gain feedback on proposed recipes 2.20 explain how to carry out and evaluate test runs of recipes 2.21 explain why staff skills should be assessed prior to proposing new recipes and menu items 82 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250) Portfolio reference number

36 2.22 describe what training may be needed to support the implementation of new menu items 2.23 explain how to brief staff on new menu items and implementation plans 2.24 describe how to gain feedback from staff on operational problems which may arise 2.25 explain how to allocate resources to staff to enable them to implement new menu items 2.26 identify lead times required by organisation for the implementation of new menu items 2.27 explain how to estimate lead times for the preparation of new menu items 2.28 explain why measures should be closely monitored when introducing new items 2.29 explain why it is important to gain feedback from customers on new items and ways of doing things Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250) 83

37 310 (HSL10) Supervise food services Unit aim(s) This unit is about supervising the food service and making sure that the service area and equipment are clean and ready for use. It involves: planning; supervising cleaning, clearing and restocking; checking equipment, liaising with other departments and dealing with problems to ensure that service meets the required standard. Level 3 Credit value 4 Evidence Requirements Evidence from learning outcome 1 must come from the learner s work in a hospitality workplace when supervising food service. There must be sufficient evidence for the assessor to judge that the learner can achieve the learning outcomes and assessment criteria on a consistent basis. Learning outcomes 1. Be able to supervise food services 2. Understand how to supervise food services Example Assessment Methods Observation Products of work Witness Testimony Professional discussion Learner statement Oral questioning Written questioning Project Reflective account Professional discussion Examples of Evidence Requirements Observation sheets Videos Staff rotas Notes of meetings with line manager Checklists Team briefing notes Food service records Witness statements Records of professional discussion Records of oral questioning Question/answer sheets Projects Reflective account Records of professional discussion cross reference to outcome 1 Contingencies 1.1 deal with problems that may affect the standard of food service Alternative assessment methods Simulation Oral questions Written questions Professional discussion Examples of evidence Observation sheet Video Question/answer sheets Records of professional discussion Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250) 85

38 310 (HSL10) Supervise food services Outcome 1 Be able to supervise food services (What you must do) The Learner will: Date1: Date 2: Date 3: Date 4: Date 5: Date 6: 1.1 make sure they have relevant up-todate information about food safety procedures 1.2 ensure staff have the required skills, knowledge and resources to carry out their work 1.3 check service equipment is ready for use 1.4 make sure staff follow the procedures for clearing, cleaning and stocking service areas 1.5 make sure the immediate environment meets customer requirements 1.6 make sure any special customer areas are arranged as agreed 1.7 carry out preparations in sufficient time to allow an effective service to be provided 1.8 liaise with relevant people and departments to ensure effective delivery of the service 1.9 monitor staff conduct and communications with customers 1.10 Ensure conduct and communications with customers are clear and likely to promote goodwill and understanding 1.11 deal with problems that may affect the standard of food service 1.12 provide feedback on the effectiveness of procedures in own area of responsibility to the appropriate person in the organisation 86 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250)

39 310 (HSL10) Supervise food services Outcome 2 Understand how to supervise food services (What you must know) The learner can: 2.1 describe the legislation, industry specific regulations and codes of practice that relate to the food service operation 2.2 explain how to obtain information on regulations and codes of practice to ensure procedures are kept up-to-date 2.3 explain how to identify, deal with and report breaches of legislations, regulations and codes of practice 2.4 describe the organisation s procedures and standards for food service and customer care 2.5 explain how food service operations integrate with other activities / departments in the organisation 2.6 describe the roles and responsibilities of different people within own department 2.7 explain how the roles and responsibilities of different people within own department affect the food service 2.8 identify who to liaise with when organising the food service Portfolio reference number 2.9 explain how to identify trends in levels of demand which influence staffing requirements 2.10 explain how to organise staff depending on service requirements 2.11 describe how staff should communicate with customers and conduct themselves in the food service area 2.12 explain how to communicate operational procedures to staff 2.13 explain how to ensure staff receive the correct training to support their responsibilities 2.14 explain how to identify and obtain the resources needed for food service 2.15 explain how to check that equipment is ready to use 2.16 describe what to do in the event of equipment failure 2.17 explain how to develop contingency plans 2.18 identify the information that customers need about the food service 2.19 describe how to provide the information customers need 2.20 explain how to regulate the time available and prioritise tasks 2.21 explain how to ensure that staff follow procedures and standards 2.22 describe how to correct and report failures according to organisational standards and procedures 2.23 identify who to consult in the event of food service problems 2.24 explain how to minimise disruptions to service caused by problems 88 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250)

40 311 (HSL11) Supervise drink services Unit aim(s) This unit is about supervising the preparation and delivery of the drink service. It is about enabling a friendly, hygienic efficient service in relaxed safe surroundings, ensuring that the law is fully complied with and that customer behaviour problems are dealt with quickly and correctly. Level 3 Credit value 4 Evidence Requirements Evidence from learning outcome 1 must come from the learner s work in a hospitality workplace when supervising drink services. There must be sufficient evidence for the assessor to judge that the learner can achieve the learning outcomes and assessment criteria on a consistent basis Learning outcomes Example Assessment Methods Examples of Evidence Requirements 1. Be able to supervise drinks services 2. Understand how to supervise drinks services Observation Products of work Witness Testimony Professional discussion Learner statement Oral questioning Written questioning Project Reflective account Professional discussion Observation sheets Videos Staff rotas Plans for drink services Drink service records Team briefing notes Notes of meetings with line manager Witness Statements Records of professional discussion Records of oral questioning Question/answer sheets Projects Reflective account Records of professional discussion cross reference to outcome 1 Contingencies 1.11 take prompt and effective action to deal with any problems Alternative assessment methods Simulation Oral questions Written questions Professional discussion Examples of evidence Observation sheet Video Question/answer sheets Records of professional discussion Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250) 91

41 311 (HSL11) Supervise drink servicess Outcome 1 Be able to supervise drinks services (What you must do) The Learner will: Date1: Date 2: Date 3: Date 4: Date 5: Date 6: 1.1 ensure staff have the skills, knowledge and resources to carry out their responsibilities 1.2 make sure staff follow procedures for preparing and restocking the drink service area 1.3 make sure that the attractiveness and comfort of drinking areas meet customer needs and expectations 1.4 liaise with other relevant people and departments to ensure the delivery of an effective drinks service 1.5 carry out preparations in good time to allow the scheduled drink service to be provided 1.6 make sure specified standards and procedures for the service of products are maintained 1.7 make sure the drink service complies with social responsibility practices and relevant legislation 1.8 make sure that communication with customers takes place in a manner that is appropriate to them and the situation 1.9 carry out all activities with consideration for the comfort and well-being of other customers and local residents 1.10 monitor drink service area 1.11 take prompt and effective action to deal with any problem 92 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250)

42 311 (HSL11) Supervise drink servicess Outcome 2 Understand how to supervise drinks services (What you must know) The learner can: Portfolio reference number 2.1 describe the basic legal requirements that affect the drink service in relation to: permitted hours closing time licences residents and non-residents diners and non-diners young persons, service and employment right to eject and duty to refuse service gaming, betting and lotteries public entertainment weights and measures price list, notices and payment for drinks drugs trades descriptions and consumer protection laws 2.2 identify where information about licensing legislation can be found 2.3 explain how to implement the basic legal requirements that affect the drinks service 2.4 explain the implications failing to meet basic legal requirements 2.5 explain how to identify deviations from legislation and industry specific regulations 2.6 explain how to correct deviations from legislation and industry specific regulations 2.7 describe the organisation s procedures and policies that are relevant to the drink service 2.8 explain the different roles and responsibilities of people in own area of responsibility and in other parts of the organisation as relevant to the drinks service 2.9 describe the various procedures that need to be followed for the preparation of the drink service area, including those relating to: clearing stock products equipment 2.10 explain how to ensure the preparation of the drink service area is done in time 2.11 identify the range of products in own area of responsibility 2.12 explain how to prepare and serve the range of products in own area of responsibility 94 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250)

43 2.13 describe the skills and knowledge staff need to carry out their responsibilities effectively 2.14 explain how to monitor and supervise staff practices in order to maintain standards 2.15 explain what to do when preparation and delivery standards are not met 2.16 identify the problems that can affect the drink service and the preparation of areas 2.17 explain how to address problems that can affect the drink service and the preparation of areas 2.18 explain how to develop contingency plans to reduce the impact of drinks service problems 2.19 explain how to reallocate work to different members of staff to reduce the impact of service problems 2.20 describe how to vary practice according to: quiet periods busy periods delivery of service to customers with special requirements 2.21 explain how an effective drinks service affects profitability and customer satisfaction 2.22 describe the dangers and possible effects of alcohol misuse 2.23 identify the signs of alcohol misuse and its possible consequences 2.24 describe the best practice in the refusal of service 2.25 explain how to communicate and deal effectively with the range of customer groups, (including those who are experiencing the effects of alcohol) 2.26 explain why effective communication with customers are important Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250) 95

44 313 (HSL13) Supervise cellar and drinks storage operations Unit aim(s) This unit covers the competence that hospitality supervisors need to supervise cellar and drink stores to ensure that drinks are available for consumption in the best possible condition. It involves monitoring procedures, operations and equipment and dealing with any problems that might occur. Level 3 Credit value 4 Evidence Requirements Evidence from learning outcome 1 must come from the learner s work in a hospitality workplace when supervising cellar and drinks storage operations. There must be sufficient evidence for the assessor to judge that the learner can achieve the learning outcomes and assessment criteria on a consistent basis Learning outcomes Example Assessment Methods Examples of Evidence Requirements 1. Be able to supervise cellar and drink storage operations 2. Understand how to supervise cellar and drink storage operations Observation Products of work Witness Testimony Professional discussion Learner statement Oral questioning Written questioning Project Reflective account Professional discussion Observation sheets Videos/photos Notes of meetings with line manager Correspondence with other staff Cellar and drink storage records Work schedules Witness statements Records of professional discussion Records of oral questioning Question/answer sheets Projects Reflective account Records of professional discussion Cross reference to outcome 1 Contingencies 1.4 take effective action to address problems relating to cellar and drink storage Alternative assessment methods Simulation Oral questions Written questions Professional discussion Examples of evidence Observation sheet Video Question/answer sheets Records of professional discussion Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250) 103

45 313 (HSL13) Supervise cellar and drinks storage operations Outcome 1 Be able to supervise cellar and drink storage operations (What you must do) The Learner will: Date1: Date 2: Date 3: Date 4: Date 5: Date 6: 1.1 make sure staff follow agreed cellar and drink storage procedures to maintain the quality of drink products 1.2 encourage staff to look for and report problems when they occur 1.3 make sure all activities in the cellar area comply with relevant legislation and organisational policy 1.4 take effective action to address problems relating to cellar and drink storage 1.5 implement contingency plans to minimise any risks resulting from problems 1.6 suggest ways of improving the efficiency of procedures to the relevant person in the organisation 1.7 record details of cellar and drinks storage operations, problems and corrective action in a suitable format 1.8 make records available to the relevant people using organisational systems and procedures 104 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250)

46 313 (HSL13) Supervise cellar and drinks storage operations Outcome 2 Understand how to supervise cellar and drink storage operations (What you must know) The learner can: 2.1 describe legislation and codes of practice relevant to cellar and drink storage operations 2.2 explain how to obtain and stay up-to-date with relevant legislation and codes of practice 2.3 describe the organisational procedures which relate to the cellar and drink storage operation 2.4 explain why organisational procedures are important Portfolio reference number 2.5 explain the environmental benefits of effective cellar and drink storage operations 2.6 identify the types of products typically kept in cellars and drink stores 2.7 identify the specific products in own area of responsibility 2.8 explain the economic impact of not following cellar and drink storage procedures on: the organisation its employees its customers 2.9 describe the skills and knowledge required by staff to carry out cellar and drink storage operations 2.10 explain how to communicate procedures to relevant members of staff regarding cellar and drink storage operations 2.11 explain how staff can be encouraged to report drinks storage problems 2.12 explain how cellar and drink storage operations can be monitored 2.13 identify the types of problems that may occur in drinks storage operations 2.14 describe how to rectify drinks storage problems 2.15 explain the limits of personal authority when dealing with drink storage problems 2.16 describe how to minimise disruption to service when there are drinks storage problems 2.17 explain how to develop contingency plans for drinks storage 2.18 explain how to use contingency plans to minimise negative effects on drinks storage 2.19 describe procedures appropriate to the storage of typical products 2.20 explain how new procedures can be identified and put into practice 2.21 describe how to identify, record and report failures to implement the correct procedures and industry codes of practice 2.22 describe the action to take in response to failures to implement procedures and codes of practice 106 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250)

47 317 (HSL17) Supervise housekeeping services Unit aim(s) This unit covers the competence that hospitality supervisors require to maintain and improve the housekeeping service. This unit deals with the preparation, supervision and review of the service, involving the planning of equipment and supplies, preparing staff rotas, briefing staff and collecting customer feedback. Level 3 Credit value 4 Evidence Requirements Evidence from learning outcome 1 must come from the learner s work in a hospitality workplace when supervising housekeeping services. There must be sufficient evidence for the assessor to judge that the learner can achieve the learning outcomes and assessment criteria on a consistent basis Learning outcomes 1. Be able to supervise housekeeping services 2. Understand how to supervise housekeeping services Example Assessment Methods Observation Products of work Witness testimony Professional discussion Learner statement Oral questions Written questions Project Reflective account Professional discussion Examples of Evidence Requirements Observation sheets Videos Housekeeping schedules Notes of meetings with line manager Staff rotas Team briefing notes Plans for functions Housekeeping records Witness statements Records of professional discussion Records of oral questioning Question/answer sheets Projects Reflective account Records of professional discussion Cross reference to outcome 1 Contingencies 1.9 take effective to manage problems that may disrupt the housekeeping service Alternative assessment methods Simulation Oral questions Written questions Professional discussion Examples of evidence Observation sheet Video Question/answer sheets Records of professional discussion Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250) 127

48 317 (HSL17) Supervise housekeeping services Outcome 1 Be able to supervise housekeeping services (What you must do) The Learner will: Date1: Date 2: Date 3: Date 4: Date 5: Date 6: 1.1 schedule housekeeping procedures to take place at intervals which are suitable for maintaining the standards of the housekeeping service 1.2 allocate staff to duties 1.3 make sure staff have the skills, knowledge and resources to carry out their duties 1.4 brief staff on their duties, relevant procedures and any variations relating to their work routines 1.5 ensure staff are aware of the standard of behaviour acceptable to the organisation 1.6 ensure staff are aware of how they should communicate with customers and other staff members whilst at work 1.7 monitor and review the service to ensure that staff follow housekeeping procedures and meet the needs of customers 1.8 inform staff and customers about any changes to the service that may affect them 1.9 take effective action to manage problems that may disrupt the housekeeping service 1.10 collect feedback on the services from staff and customers 1.11 pass on feedback to the relevant people according to the organisation s requirements 1.12 suggest improvements to services 1.13 make sure the required records are completed and processed 128 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250)

49 317 (HSL17) Supervise housekeeping services Outcome 2 Understand how to supervise housekeeping services (What you must know) The learner can: 2.1 describe the health and safety standards that need to be followed with regards to the housekeeping service 2.2 explain the impact that a breach of health and safety standards could have on: customers, staff the organisation 2.3 describe the legal requirements in relation to storing information about customers, staff and their comments 2.4 explain why the implications of legal requirements need to be regularly reviewed 2.5 explain how legislation affects housekeeping procedures Portfolio reference number 2.6 describe the roles and responsibilities of different people in the organisation and department in relation to the housekeeping service 2.7 explain how the housekeeping service integrates with other departments 2.8 identify the problems that may arise if the housekeeping service and other departments do not work together 2.9 explain the economic importance of an effective customer focussed housekeeping service to the organisation and its staff members 2.10 explain how the organisation s policies can affect the development of procedures for the housekeeping service 2.11 explain how to allocate work to staff 2.12 explain how to monitor responsibilities to ensure standards are maintained 2.13 explain how to identify training needs 2.14 explain how to ensure that staff have the skills and knowledge to carry out their work effectively 2.15 explain how to brief staff, for example verbal instructions, written instructions, demonstrations or diagrams 2.16 explain how to give feedback to staff in a way that motivates them 2.17 identify standards of personal presentation, customer care and behaviour for staff 2.18 explain how to alter work allocation in order to improve the service 2.19 explain how to monitor the allocation and use of housekeeping resources 2.20 identify the different cleaning agents, materials and tools used in the housekeeping service 130 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250)

50 318 (HSL18) Supervise linen services Unit aim(s) This unit covers the competence that hospitality supervisors need to maintain and improve the linen service. This unit deals with the preparation, supervision and review of the service, involving the planning of equipment and supplies, preparing staff rotas and briefing staff and collecting customer feedback. Level 3 Credit value 4 Evidence Requirements Evidence from learning outcome 1 must come from the learner s work in a hospitality workplace when supervising linen services. There must be sufficient evidence for the assessor to judge that the learner can achieve the learning outcomes and assessment criteria on a consistent basis Learning outcomes Example Assessment Methods Examples of Evidence Requirements 1. Be able to supervise linen services 2. Understand how to supervise linen services Observation Products of work Witness Testimony Professional discussion Learner statement Oral questions Written questions Project Reflective account Professional discussion Observation sheets Videos/photos Notes of meetings with line manager Linen service records Correspondence Team briefing notes Work schedules Witness statements Records of professional discussion Records of oral questioning Question/answer sheets Projects Reflective account Records of professional discussion Cross reference to outcome 1 Contingencies Alternative assessment methods Examples of evidence 1.10 take effective action to manage problems that may disrupt the linen service when they occur Simulation Oral questions Written questions Professional discussion Observation sheet Video Question/answer sheets Records of professional discussion Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250) 133

51 318 (HSL18) Supervise linen services Outcome 1 Be able to supervise linen services (What you must do) The Learner will: Date1: Date 2: Date 3: Date 4: Date 5: Date 6: 1.1 allocate staff to linen service duties 1.2 brief staff on their duties, relevant procedures and any variations relating to their work routines 1.3 make sure staff have the skills, knowledge and resources to carry out their duties 1.4 encourage staff to ask questions if there is information that they do not understand 1.5 ensure staff conduct and presentation promotes good-will and understanding with customers 1.6 ensure staff conduct and presentation complies with organisational policy and legal requirements 1.7 monitor and review procedures to ensure the linen service meets the needs of customers 1.8 ensure procedures comply with relevant legislation and organisational policy 1.9 inform staff and customers about any changes to the service that may affect them 1.10 take effective action to manage problems that may disrupt the linen service when they occur 1.11 complete records to support the service according to the organisation s procedures 1.12 collect feedback on the service from staff and customers 1.13 pass on feedback and recommend improvements to the relevant people according to the organisation s requirements 134 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250)

52 318 (HSL18) Supervise linen services Outcome 2 Understand how to supervise linen services (What you must know) The learner can: 2.1 describe the legal requirements that need to be followed with regards to the linen service, for example health and safety, employment and equal opportunities legislation and other industry specific regulations and codes of practice 2.2 describe the actions to take when legal requirements are not met 2.3 describe the roles and responsibilities of different people within the department and in the organisation that relate to running the linen service 2.4 describe the roles and responsibilities of different people within the department and in the organisation that relate to running the linen service 2.5 describe the organisation s objectives and policies that are relevant to the running of the linen service 2.6 explain how the linen service integrates with other departments in the organisation 2.7 explain what may happen if the linen service and other departments do not work together 2.8 explain how to communicate effectively with others in the running of the linen service 2.9 explain how to estimate the time required for activities in the linen service 2.10 explain how to write procedures and work instructions 2.11 explain how to explain procedures to staff, taking account of their abilities and circumstances 2.12 explain how to monitor staff performance against the organisation s standards 2.13 explain how to estimate requirements for equipment and supplies for activities in the linen service 2.14 identify who to approach to get approval for the use of additional resources 2.15 identify the types of problems that are likely to occur when running a linen service 2.16 explain how to deal with linen service problems 2.17 describe the limits of own authority when dealing with problems 2.18 identify who to approach when a solution to a problem is beyond the limits of own authority 2.19 explain why it is important to have contingency plans Portfolio reference number 136 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250)

53 2.20 explain how to develop contingency plans 2.21 describe different ways of completing and storing records, computerised and paper-based 2.22 compare the advantages and disadvantages of different record keeping systems 2.23 explain why it is important to seek views and gain feedback from staff and customers 2.24 describe how to collect and analyse feedback 2.25 identify the types of recommendations that could be made to meet customer needs and improve efficiency 2.26 identify who to present recommendations to 2.27 explain how to support recommendations with appropriate evidence Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250) 137

54 321 (HSL21) Supervise reception services Unit aim(s) This unit is about supervising the reception service to ensure that it has all the necessary staff, equipment and supplies. It involves ensuring that: procedures are in place for running the service and that staff conduct themselves appropriately and are properly briefed. The unit also covers the monitoring and improvement of the service. Level 3 Credit value 4 Evidence Requirements Evidence from learning outcome 1 must come from the learner s work in a hospitality workplace when supervising reception services. There must be sufficient evidence for the assessor to judge that the learner can achieve the learning outcomes and assessment criteria on a consistent basis Learning outcomes 1. Be able to supervise reception services 2. Understand how to supervise reception services Example Assessment Methods Observation Products of work Witness Testimony Professional discussion Learner statement Oral questioning Written questioning Project Reflective account Professional discussion Examples of Evidence Requirements Observation sheets Videos Staff rotas Reception records Checklists Team briefing notes Notes of meetings with line manager Witness Statements Records of professional discussion Records of oral questioning Question/answer sheets Projects Reflective account Records of professional discussion cross reference to outcome 1 Contingencies 1.11 take effective action to manage problems that may disrupt the reception service when they occur Alternative assessment methods Simulation Oral questions Written questions Professional discussion Examples of evidence Observation sheet Video Question/answer sheets Records of professional discussion Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250) 155

55 321 (HSL21) Supervise reception services Outcome 1 Be able to supervise reception services (What you must do) The Learner will: Date1: Date 2: Date 3: Date 4: Date 5: Date 6: 1.1 allocate staff to reception duties 1.2 make sure staff have the skill, knowledge and resources they need when they need them 1.3 brief staff on relevant procedures and any variations relating to their work routines 1.4 encourage staff to ask questions if there is information that they do not understand 1.5 ensure staff are aware of how to present themselves and of the standard of behaviour acceptable to the organisation 1.6 make sure that your staff follow the reception procedures 1.7 make sure staff maintain the appearance of the reception area according to organisational requirements 1.8 make sure your staff communicate with customers in a manner that promotes goodwill and understanding 1.9 make sure the reception services complies with relevant legislation and organisational policy 1.10 inform your staff and customers about any changes to the service that may affect them 1.11 take effective action to manage problems that may disrupt the reception service when they occur 1.12 complete the required records 1.13 report on performance and procedures as required 1.14 collect feedback on the service from staff and customers 156 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250)

56 1.15 monitor and review procedures to ensure the service meets the needs of customers 1.16 pass on feedback and recommend improvements to the relevant people according to your organisation s requirements Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250) 157

57 321 (HSL21) Supervise reception services Outcome 2 Understand how to supervise reception services (What you must know) The learner can: 2.1 explain how to implement the requirements of health and safety, employment and equal opportunities legislation 2.2 explain how to implement industry specific regulations and codes of practice Portfolio reference number 2.3 describe the roles and responsibilities of different individuals within your organisation and department 2.4 explain how the reception service integrates with other departments in the organisation 2.5 explain what may happen if the reception service and other departments do not work hand in hand 2.6 identify the department s service targets and standards 2.7 describe the organisation s discount policy 2.8 explain how promotional offers should be handled 2.9 identify organisational standards for the reception area 2.10 identify organisational standards for the personal presentation and behaviour of staff 2.11 explain how to allocate work to members of staff 2.12 explain how to assess the performance of staff against organisational standards 2.13 explain how to make sure that standards of customer service are being maintained 2.14 describe the limits of own authority when staff do not follow procedures 2.15 explain how to communicate with staff 2.16 describe when and how to brief staff 2.17 explain why it is important to give staff information about changes to work routines and about problems 2.18 describe how to give feedback to team members Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250) 159

58 322 (HSL22) Supervise reservations and bookings services Unit aim(s) This unit covers the competence that hospitality supervisors require to supervise the reservations and bookings service. It includes preparation, supervision and review of the service and the staff providing it. Level 3 Credit value 4 Evidence Requirements Evidence from learning outcome 1 must come from the learner s work in a hospitality workplace when supervising reservations and booking services. There must be sufficient evidence for the assessor to judge that the learner can achieve the learning outcomes and assessment criteria on a consistent basis Learning outcomes Example Assessment Methods Examples of Evidence Requirements 1. Be able to supervise reservations and bookings services 2. Understand how to supervise reservations and bookings services Observation Products of work Witness testimony Professional discussion Learner statement Oral questions Written questions Project Reflective account Professional discussion Observation sheets Videos Notes of meetings with line manager Correspondence Staff rotas Team briefing notes Work schedules Reception records Witness statements Records of professional discussion Records of oral questioning Question/answer sheets Projects Reflective account Records of professional discussion Cross reference to outcome 1 Contingencies 1.10 take effective action to manage problems that may disrupt the reservation and booking service Alternative assessment methods Simulation Oral questions Written questions Professional discussion Examples of evidence Observation sheet Video Question/answer sheets Records of professional discussion Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250) 161

59 322 (HSL22) Supervise reservations and bookings services Outcome 1 Be able to supervise reservations and bookings services (What you must do) The Learner will: Date1: Date 2: Date 3: Date 4: Date 5: Date 6: 1.1 brief staff on duties, relevant procedures and any variations relating to their work routines 1.2 make sure staff have the skills, knowledge and resources they need when they need them 1.3 encourage staff to ask questions if there is information that they do not understand 1.4 ensure staff know how to present themselves 1.5 ensure staff know the standard of behaviour acceptable to the organisation 1.6 make sure that staff follow the reservation and booking procedures 1.7 make sure staff communicate with customers in a manner that promotes goodwill and understanding 1.8 make sure the reservation and booking service complies with relevant legislation and organisational policy 1.9 inform staff and customers about any changes to the service that may affect them 1.10 take effective action to manage problems that may disrupt the reservation and booking service 1.11 complete the required records and report on performance and procedures as required 1.12 collect feedback on the service from staff and customers 162 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250)

60 1.13 monitor and review procedures to ensure the service meets the needs of customers 1.14 pass on feedback to the relevant people according to organisation s requirements 1.15 make recommendations for improving services to the relevant people Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250) 163

61 322 (HSL22) Supervise reservations and bookings services Outcome 2 Understand how to supervise reservations and bookings services (What you must know) The learner can: 2.1 explain how to implement the requirements of health and safety, employment and equal opportunities legislation 2.2 explain how to implement industry specific regulations and codes of practice 2.3 explain what action should be taken in response to breaches of requirements 2.4 describe the roles and responsibilities of different individuals in the organisation and department relevant to the reservations and booking service 2.5 explain how the roles and responsibilities of different individuals in the organisation and department affect the reservation and booking service 2.6 identify which organisational policies apply to the running of the reservation and booking service and the review of procedures 2.7 identify what the organisation s product is 2.8 identify what services are available to the customer 2.9 describe the organisation s discount policy 2.10 describe how promotional offers should be handled 2.11 identify what guest facilities are available in the organisation where the booking is being made 2.12 explain how to develop reservation and booking procedures to meet requirements 2.13 describe how to communicate with customers 2.14 explain how to assess customers needs 2.15 explain how to monitor staff s performance against the organisation s standards 2.16 explain what to do if staff performance does not meet these standards 2.17 explain how to give feedback to staff 2.18 explain how to estimate the time and resources needed for reservation and booking activities 2.19 describe ways of preparing contingency plans 2.20 identify who to approach when approval is needed for additional resources 2.21 identify the information needed to maintain the reservation and booking service Portfolio reference number Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250) 165

62 2.22 identify the information needed to improve the reservation and booking service 2.23 explain how to collect required information 2.24 describe the different ways of completing and storing records computerised and paper-based 2.25 compare the advantages and disadvantages of different record keeping systems 2.26 describe the organisation s overbooking policy 2.27 describe the organisation s policy for out-booking guests when full 2.28 explain how to identify possible solutions to problems 2.29 describe the limits of own authority when implementing solutions to problems 2.30 explain why it is important to seek the views of staff and customers and gain their feedback 2.31 explain how to review and update plans, targets, objectives, activities and work performance 2.32 explain how to collect and analyse feedback 2.33 explain how to present recommendations to improve the reservations and booking service 166 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250)

63 324 (HSL24) Provide learning opportunities for colleagues (MSC D7) Unit aim(s) This unit is about supporting colleagues in identifying their learning needs and helping to provide opportunities to address these needs. Encouraging colleagues to take responsibility for their own learning is an aspect of this unit, as is the learner s role in providing an environment in their team in which learning is valued. For the purpose of this unit, colleagues means those people for whom the learner has line management authority. Level 3 Credit value 11 Evidence Requirements Performance Learning outcome 1 Learning outcome 2 Evidence of outcomes: Possible examples of evidence Knowledge and understanding Learning outcome 3 Identification of development needs, plans to meet development needs and monitoring and review of development activity: 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12 3, 4, 5, 6, 7, 8, 9, 10 Notes, memos, s or other records of feedback and performance appraisals/reviews, and of discussions or identification of learning and development preferences and needs (including learning styles, personal constraints, learning disabilities and difficulties that affect learning) 1, 4, 5,6, 7, 8, 12, 16, 17, 18, 19, 20, 21, 22, 23, 24, 26, 28, 2, 3, 4, 5 Details of support arrangements inside and outside the organisation (e.g. a training department s or external supplier s assessment services) that you have identified and arrange a colleague to access 1, 4, 12, 13, 16, 17, 18, 23, 24, 26, 27, 28, 1, 2, 3, 4, 5, 7, 9, 10 Training and development opportunities (e.g. coaching, internal and external courses, learning centre/e-learning programmes) that you have identified and enabled colleagues to access to meet agreed learning and development requirements 1, 2, 3, 5, 6, 8, 9, 10, 12, 13, 16, 17, 18, 21, 22, 23, 24, 25, 26, 27, 28 3, 4, 5, 7, 10 3, 4, 5, 6, 8, 10 Copies of development or learning plans you have discussed, agreed, reviewed and revised with colleagues Notes, memos, s or other records of meetings or discussions you have had with colleagues to review their learning and its effect on their performance 1, 2, 3, 10, , 18, 22, 23, 24, 25, 27, 28 1, 2, 3, 14, 15, 17, 18, 22, 23, 28 1,2,4, 5, 6, 8, 9 Personal statement (the learners reflections on their role in identifying learning requirements, organisation of development activity and review of its effectiveness in improving or enhancing performance) 2, 3, 4, 5, 6, 7, 8, 10, 13, 14, 15, 16, 17, 18, 22, 23, 24, 27, 28 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250) 179

64 2, 3, 4, 5, 6, 7, 10 Witness statement (comments on the learners role in identifying learning requirements, organising development activity and reviewing of its effectiveness in improving or enhancing performance) 180 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250)

65 324 (HSL24) Provide learning opportunities for colleagues (MSC D7) Outcome 1 Provide learning opportunities for colleagues (What you must do) The Learner will: Date1: Date 2: Date 3: Date 4: Date 5: Date 6: 1.1 promote the benefits of learning to colleagues and make sure that colleagues willingness and efforts to learn are recognised 1.2 give colleagues fair, regular and useful feedback on colleagues own work performance and discuss and agree how this can be improved 1.3 work with colleagues to identify and prioritise learning needs based on any gaps between the requirements of colleagues work roles and colleagues current knowledge, understanding skills 1.4 help colleagues to identify the learning style or combination of styles which works best for individual colleagues and ensure that these are taken into account in identifying and undertaking learning activities 1.5 work with colleagues to identify and obtain information on range of possible learning activities to address identified learning needs 1.6 discuss and agree with each colleague their individual development plans which include learning activities to be undertaken, the learning objectives to be achieved, the required resources and timescales 1.7 work with colleagues to recognise and make use of unplanned learning opportunities 1.8 seek and make use of specialist expertise in relation to identifying and providing learning for colleagues Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250) 181

66 1.9 support colleagues in undertaking learning activities, make sure any required resources are made available and make efforts to remove any obstacles to learning 1.10 evaluate, in discussion with each colleague, whether the learning activities the colleague has undertaken have achieved the desired outcomes and provide positive feedback on the learning experience 1.11 work with colleagues to update colleagues development plans in the light of performance, any learning activities undertaken and any wider changes 1.12 encourage colleagues to take responsibility for their own learning, including practising and reflecting on what they have learned 182 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250)

67 324 (HSL24) Provide learning opportunities for colleagues (MSC D7) Outcome 2 Behave appropriately in providing learning opportunities for colleagues (What you must do) The Learner will: Date1: Date 2: Date 3: Date 4: Date 5: Date 6: 2.1 recognise the opportunities presented by the diversity of people 2.2 find practical ways to overcome barriers 2.3 make time available to support others seek to understand people s needs, feelings and motivations and take an active interest in their concerns 2.5 encourage and support others to make the best use of their abilities 2.6 recognise the achievements and successes of others 2.7 inspire others with the excitement of learning 2.8 confront performance issues and sort them out directly with the people involved 2.9 say no to unreasonable requests 2.10 show integrity, fairness and consistency in decision making 184 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250)

68 324 (HSL24) Provide learning opportunities for colleagues (MSC D7) Outcome 3 Know how to provide learning opportunities for colleagues (What you must know) The learner can: 3.1 show that they know and understand the benefits of learning for individuals and organisations and how to promote these to colleagues 3.2 show that they know ways in which to develop an environment in which learning is valued and willingness and efforts to learn are recognised 3.3 show that they know and understand why it is important to encourage colleagues to take responsibility for their own learning 3.4 show they know how to provide fair, regular and useful feedback to colleagues on colleagues own work performance 3.5 show that they know how to identify learning needs based on identified gaps between the requirements of colleagues work roles and colleagues current knowledge, understanding and skills 3.6 show that they know how to prioritise colleagues learning needs, including taking account of organisational needs and priorities and the personal and career development needs of colleagues 3.7 show that they know and understand the range of different learning styles and how to support colleagues in identifying the particular learning style or combination of learning styles which works best for individual colleagues 3.8 show that they know and understand different types of learning activities and understand their advantages and disadvantages and the required resources (for example, time, fees, substitute staff) 3.9 show that they know how to identify and where to obtain information on different learning activities 3.10 show that they know and understand why it is important for colleagues to have a written development plan and what it should contain (for example, identified learning needs, learning activities to be undertaken, the learning objectives to be achieved, timescales and required resources) 3.11 show that they know how to set learning objectives which are SMART (Specific, Measurable, Achievable, Realistic and Time-Bound) 3.12 show that they know and understand sources of specialist expertise in relation to identifying and providing learning for colleagues 3.13 show that they know and understand what type of support colleagues might need to undertake learning activities, the resources needed and the types of obstacles colleagues may face and how they can be resolved 3.14 show that they know how to evaluate whether a learning activity has achieved the desired learning objectives Portfolio reference number 186 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250)

69 3.15 show that they know and understand the importance of regularly reviewing and updating written development plans in the light of performance, any learning activities undertaken and any wider changes 3.16 show that they know how to take account of equality legislation, any relevant codes of practice and general diversity issues in providing learning opportunities for colleagues 3.17 show that they know and understand learning issues and specific initiatives and arrangements that apply within retail 3.18 show that they know and understand the working culture and practices in retail 3.19 show that they know and understand relevant information on the purpose, objectives and plans of their team 3.20 show that they know and understand the work roles of colleagues, including the limits of their responsibilities and their personal work objectives 3.21 show that they are know the current knowledge, understanding and skills of colleagues 3.22 show that they know the identified gaps in the knowledge, understanding and skills of colleagues 3.23 show that they know the learning needs of colleagues 3.24 show that you know the learning styles or combinations of styles preferred by colleagues 3.25 show that they know the written development plans of colleagues 3.26 show that they know the sources of specialist expertise available in and to their organisation in relation to identifying and providing learning for colleagues 3.27 show that they know the learning activities and resources available in and to their organisation 3.28 show that they know their organisation s policies in relation to equality and diversity Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250) 187

70 326 (HSL26) Supervise practices for handling payments Unit aim(s) This unit covers the competence that supervisors/team leaders require to supervise staff handling customer payments. Level 3 Credit value 3 Evidence Requirements Evidence from learning outcome 1 must come from the learner s work in a hospitality workplace when supervising practices for payments. There must be sufficient evidence for the assessor to judge that the learner can achieve the learning outcomes and assessment criteria on a consistent basis Learning outcomes 1. Be able to supervise practices for handling payments 2. Understand how to supervise practices for handling payments Example Assessment Methods Observation Products of work Witness Testimony Professional discussion Learner statement Oral questions Written questions Project Reflective account Professional discussion Examples of Evidence Requirements Observation sheets Videos/photos Notes of meetings with line manager Till and other financial records Team briefing notes Work schedules Witness statements Records of professional discussion Records of oral questioning Question/answer sheets Projects Reflective account Records of professional discussion Cross reference to outcome 1 Contingencies 1.5 make sure refunds are correctly authorised 1.4 deal effectively with any problems which occur at payment points 1.10 follow the organisation s procedures and legal requirements to deal with any discrepancies Alternative assessment methods Simulation Oral questions Written questions Professional discussion Examples of evidence Observation sheet Video Question/answer sheets Records of professional discussion Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250) 195

71 326 (HSL26) Supervise practices for handling payments Outcome 1 Be able to supervise practices for handling payments (What you must do) The Learner will: Date1: Date 2: Date 3: Date 4: Date 5: Date 6: 1.1 make sure staff have sufficient resources to carry out the service 1.2 make sure staff have the information and skills to carry out their work effectively 1.3 make sure that staff communicate with customers in a way that is likely to promote good will and understanding 1.4 make sure staff handle payments according to the organisations procedures and payments 1.5 make sure refunds are correctly authorised 1.6 make sure staff follow payment point safety and security procedures 1.7 deal effectively with any problems which occur at payment points 1.8 collect payment point contents in line with the organisation s procedures 1.9 reconcile actual takings against recorded takings 1.10 follow the organisation s procedures and legal requirements to deal with any discrepancies 1.11 complete documents relating to takings in line with the organisation s procedures 1.12 process documents relating to takings in line with the organisation s procedures 196 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250)

72 326 (HSL26) Supervise practices for handling payments Outcome 2 Understand how to supervise practices for handling payments (What you must know) The learner can: 2.1 describe the different roles and responsibilities of people in own area of work in relation to handling payments and collecting takings 2.2 identify which organisational procedures relate to handling payments 2.3 explain the limits of own authority when controlling payments 2.4 identify the types of payment accepted by the organisation 2.5 describe the confirmation systems available when authorising payments 2.6 describe the organisational procedures relating to the collection of takings 2.7 describe the organisational procedures relating to processing payment information 2.8 explain how to estimate the till items needed for handling payments 2.9 identify who to gain approval from when additional till items are needed 2.10 describe how to control the issue and use of till items 2.11 describe how to present information concerning the payment procedures to staff 2.12 explain the use of electronic point of sale systems (EPOS) 2.13 identify the various payment methods used in the hospitality industry, for example, cheques, credit cards, charge cards, smart cards, chip and pin, vouchers 2.14 describe the procedures to follow when processing different payment methods 2.15 explain how to operate the payment points and equipment used in own organisation 2.16 explain how to obtain till readings 2.17 explain how to monitor staff performance against organisational standards 2.18 identify what action to take when staff performance falls below standards 2.19 identify the types of problems that may occur when controlling payment practices 2.20 explain how to deal with payment handling problems 2.21 identify who to gain security advice from 2.22 describe the procedures to ensure the security of staff and takings Portfolio reference number 198 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250)

73 2.23 explain how to deal with suspected dishonesty in the organisation 2.24 explain how to deal with fraudulent payments 2.25 explain how to deal with emergency situations, for example robbery and threats to safety 2.26 explain how to communicate with staff to gain information about discrepancies 2.27 describe what to do in response to discrepancies 2.28 identify what documentation relating to payment handling must be completed 2.29 describe how to record information about payment handling 2.30 identify who information on payment handling should be passed on to Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250) 199

74 330 (HSL30) Ensure food safety practices are followed in the preparation and serving of food and drink (People1st 3GEN1) Unit aim(s) This unit covers the competence that hospitality supervisors need to maintain food safety during the preparation and serving of food. Level 3 Credit value 5 Evidence Requirements Evidence from learning outcome 1 must come from the learner s work in a hospitality workplace when ensuring food safety hygiene practice. There must be sufficient evidence for the assessor to judge that the learner can achieve the learning outcomes and assessment criteria on a consistent basis Learning outcomes 1. Be able to ensure food safety practices are followed in the preparation and serving of food and drink 2. Understand how to ensure food safety practices are followed in the preparation and serving of food and drink Example Assessment Methods Products of work Witness testimony Professional discussion Learner statement Oral questions Written questions Project Reflective account Professional discussion Examples of Evidence Requirements Observation sheets Videos/photos Notes of meetings with client/line manager Correspondence Food safety records Team briefing notes Witness statements Records of professional discussion Records of oral questioning Question/answer sheets Projects Reflective account Records of professional discussion cross reference to outcome 1 Contingencies 1.6 identify indicators of potential sources of food safety hazards 1.7 identify actual food safety hazards 1.8 identify control measures appropriate to the identified food safety hazards 1.9 report any new potential food safety hazards for review and evaluation of food safety procedures to the person responsible Alternative assessment methods Simulation Oral questions Written questions Professional discussion Examples of evidence Observation sheet Video Question/answer sheets Records of professional discussion Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250) 219

75 330 (HSL30) Ensure food safety practices are followed in the preparation and serving of food and drink (People1st 3GEN1) Outcome 1 Ensure food safety practices are followed in the preparation and serving of food and drink (What you must do) The Learner will: Date1: Date 2: Date 3: Date 4: Date 5: Date 6: 1.1 make sure relevant information about food safety procedures is available 1.2 make sure that good hygiene practices are in place 1.3 carry out own responsibilities for the implementation of food safety procedures 1.4 provide feedback to the person responsible for the organisation s food safety procedures on the effectiveness of these procedures 1.5 monitor and be constantly alert to the possibility of food safety hazards in own area of responsibility 1.6 identify indicators of potential sources of food safety hazards 1.7 identify actual food safety hazards 1.8 identify control measures appropriate to the identified food safety hazards 1.9 report any new potential food safety hazards for review and evaluation of food safety procedures to the person responsible 220 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250)

76 Summary of evidence or portfolio references 330 (HSL30) Ensure food safety practices are followed in the preparation and serving of food and drink (People1st 3GEN1) Outcome 1 Ensure food safety practices are followed in the preparation and serving of food and drink No. Summary of evidence or portfolio reference Portfolio reference No Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250) 221

77 330 (HSL30) Ensure food safety practices are followed in the preparation and serving of food and drink (People1st 3GEN1) Outcome 2 Understand how to ensure food safety practices are followed in the preparation and serving of food (What you must know) The learner can: 2.1 explain the importance of having food safety procedures 2.2 describe the current food safety legislation requirements affecting own responsibilities 2.3 describe own responsibilities under the organisation s food safety procedures including: helping to check the procedures assisting with hazard analysis allocating and supervising food safety responsibilities identifying and meeting staff training needs reporting to management ensuring the proper application and monitoring of control measures monitoring of control measures ensuring corrective action is taken when control measures fail following recording procedures 2.4 explain how to implement own responsibilities in their workplace 2.5 describe the different types of food safety hazards (microbiological, physical, chemical and allergenic) 2.6 describe the common examples of food safety hazards in the following groups: microbiological; physical; chemical; allergenic 2.7 describe the significant food safety hazards in own workplace 2.8 describe the conditions that affect microbial growth 2.9 describe the indicators of food safety hazards in own area of responsibility (e.g. food spoilage, temperature controls, condition of premises) 2.10 explain the importance of being constantly alert to the possibility of food safety hazards in own area of responsibility 2.11 explain how to look out for food safety hazards 2.12 describe the principal causes of food safety hazards e.g. human factors (including lack of effective supervision), lack of labelling information, supplier quality, cross contamination, premises and waste, personal health, handling issues and pests 2.13 describe the dangers of pest infestation 2.14 describe effective pest control measures Portfolio reference number 222 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250)

78 2.15 identify effective equipment and surface cleaning methods 2.16 explain why surface cleaning is important 2.17 explain the importance of hygienic and effective waste disposal 2.18 describe the correct methods to control waste 2.19 describe the personal hygiene practices that staff should follow according to operational requirements including: hand washing wearing of protective clothing footwear and headgear wearing of jewellery and accessories treatment and covering of cuts, boils, grazes and wounds reporting of illnesses and infections to the appropriate person 2.20 explain the importance of food temperature control 2.21 identify the temperature levels and controls for the types of food in own area of responsibility during: delivery storage preparation cooking cooling and reheating holding and service 2.22 explain the dangers of cross-contamination 2.23 describe methods to eliminate cross contamination for any type of food safety hazard 2.24 explain how to communicate responsibilities for food safety procedures to staff 2.25 explain how to make sure staff understand food safety responsibilities 2.26 explain how to ensure that staff receive appropriate training to meet their food safety responsibilities according to own level of responsibility and autonomy 2.27 identify the types of failures that may occur with control measures 2.28 identify the corrective actions to take for failures with control measures 2.29 explain the importance of providing feedback to the person responsible for the food safety procedures 2.30 identify the types of issues that should be communicated to the person responsible for the food safety procedures 2.31 explain the importance of contributing to the evaluation of the food safety procedures Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250) 223

79 331(HSL31) Lead Meetings (MSC D11) Unit aim(s) This unit is about leading meetings in order to achieve their objectives, which may be to solve problems, take decisions, consult with people or to exchange information and knowledge. Level 3 Credit value 4 Evidence Requirements Learning outcome 1 Evidence of outcomes: Possible examples of evidence Knowledge and understanding Learning outcome 2 Records of preparatory activities arranging and organising meetings 1, 3, 4, 5, 6, 7, 8, 9, 10, 11 Notes, s, memos and letter s relating to preliminary meetings, discussions and consultations about the need for a meeting, its purpose, content, location timing and participants 1, 3, 4, 36 Invitations to people to participate in meetings, and notes of discussions, s, memos, and letters to confirm their attendance and any specific contribution, role or special requirements they may have 9, 10, 35, 36 Notes of discussions, letters, memos or s and copies of order forms confirming reservations of rooms, equipment and catering arrangements Agenda, papers, copies of presentations circulated before the meeting 8 Records of the learner leading the meeting 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26 Recordings, notes and minutes; actions plans and other records of planned follow-up activity resources on the environment Personal statement (the learners reflections on their role in leading meetings) 26, 29 16,, 17, 21, 24, 25, 26, 29, 30, Witness statement (comments on the learners role in leading meetings) Records of your actions following on from meetings 22, 25, 26 Evaluations or reports of meetings, completed action plans and other evidence that shows the objectives/purpose of the meeting has been met 33 Personal statement (the learners reflections on their role in following up on meetings) Witness statement (comments on the learners role in following up on meetings) Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250) 225

80 331(HSL31) Lead Meetings (MSC D11) Outcome 1 Be able to lead meetings (What you must do) The Learner will: Date1: Date 2: Date 3: Date 4: Date 5: Date 6: 1.1 establish the purpose and objectives of the meeting 1.2 confirm that a meeting is the best way to achieve these objectives 1.3 prepare how to lead the meeting 1.4 identify who needs to participate 1.5 set a fixed time for the meeting to begin and end 1.6 allocate time appropriately for each agenda item 1.7 invite participants, giving them sufficient notice to enable them to attend 1.8 inform participants of: a the importance of the meeting b the role they will be expected to play, and c the preparation they need to do 1.9 circulate relevant information in advance 1.10 if required, brief participants individually on the content and purpose of the meeting 1.11 if required, brief participants on their roles in the meeting 1.12 state the purpose of the meeting at the start 1.13 check that all participants understand why they are present 1.14 clarify specific objectives at the beginning of each agenda item 1.15 encourage all participants to make clear, concise and constructive contributions from their perspectives 226 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250)

81 1.16 acknowledge and build on the contributions of others 1.17 discourage unhelpful comments and digressions 1.18 focus attention on the objections of the meeting 1.19 manage time flexibly, giving more time to particular agenda items, if necessary, whilst ensuring key objectives are met 1.20 keep participants informed of any changes in the agenda 1.21 summarise the discussion at appropriate times 1.22 allocate action points to participants at the end of each agenda item 1.23 take decisions within the meeting s authority, remit or terms of reference 1.24 observe any formal procedures or standing orders that apply to the meeting 1.25 check that decisions and action points are accurately recorded 1.26 check that decision and action points are communicated to those who need to know Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250) 227

82 331(HSL31) Lead Meetings (MSC D11) Outcome 2 Understand how to lead meetings (What you must know) The learner can: 2.1 explain the importance of establishing the purpose and objective of the meeting and how to do so 2.2 explain the importance of confirming a meeting is the best way to achieve these objectives 2.3 explain the importance of preparing how to lead the meeting 2.4 describe how to prepare to lead a meeting 2.5 describe how to identify who needs to participate in the meeting 2.6 explain the importance of setting a fixed time for the meeting to begin and end 2.7 explain the importance of allocating time appropriately for each agenda item 2.8 describe how to allocate time appropriately for each agenda item 2.9 explain the importance of inviting participants 2.10 explain the importance of giving participants sufficient notice to enable them to attend 2.11 explain the importance of informing participants of the role they will be expected to play in the meeting 2.12 explain the importance of informing participants of the preparation they need to do and the importance of the meeting 2.13 describe how to identify relevant information participants require in advance of the meeting 2.14 explain the importance of circulating relevant information in advance 2.15 explain the importance of briefing participants individually on the content and purpose of the meeting and their roles within it 2.16 explain the importance of stating the purpose of the meeting at the start 2.17 explain the importance of checking that all participants understand why they are present 2.18 explain the importance of clarifying specific objectives at the beginning of each agenda item 2.19 explain the importance of encouraging all participants to make clear, concise and constructive contributions from their perspectives 2.20 explain the importance of acknowledging and building on the contributions of other meeting participants 2.21 describe how to build on the contributions of others during discussions Portfolio reference number Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250) 229

83 2.22 explain the importance of discouraging unhelpful comments and digressions, refocusing attention on the objectives of the meeting 2.23 describe how to discourage unhelpful comments and digressions 2.24 describe how to discourage unhelpful comments and digressions 2.25 describe how to manage time flexibly, giving more time to particular agenda items, if necessary, whilst ensuring the key objectives 2.26 explain the importance of keeping participants informed of changes in the agenda 2.27 explain the importance of summarising the discussion at appropriate times 2.28 explain the importance of allocating action points to participants at the end of each agenda 2.29 describe how to allocate action points to participants 2.30 explain the importance of taking decisions within the meeting s authority, remit or terms of reference when taking decisions 2.31 describe how to take account of the meeting s authority, remit or terms of reference when taking decisions 2.32 explain the importance of checking that decisions and action points are recorded and communicated to those who need to know 2.33 describe how to evaluate whether the purpose and objectives of the meeting have been achieved and how future meetings could be made more effective 2.34 identify any industry/sector requirements for leading meetings 2.35 identify the people who need to participate in a meeting and the roles they will be expected to play 2.36 identify the types and sources of information required in advance of the meeting 2.37 describe the meeting s authority, remit or terms of reference 2.38 describe any formal procedures or standing orders that apply to the meeting 230 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250)