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

Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250) Logbook www.cityandguilds.com December 2009 Version 1.6

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) 9 302 (HSL2) Develop productive working relationships with colleagues (MSC D1) 9 303 (HSL3) Contribute to the control of resources 4 304 (HSL4) Maintain the health, hygiene, safety and security of the working environment 4 305 (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 4 308 (HSL8) Supervise functions 4 310 (HSL10) Supervise food services 4 311 (HSL11) Supervise drink services 4 317 (HSL17) Supervise housekeeping services 4 320 (HSL20) Supervise portering and concierge services 4 321 (HSL21) Supervise reception services 4 322 (HSL22) Supervise reservation and booking services 4 SECTION C OPTIONAL UNITS 306 (HSL6) Contribute to promoting hospitality services and products 4 309 (HSL9) Contribute to the development of recipes and menus 4 312 (HSL12) Supervise off-site food delivery services 4 313 (HSL13) Supervise cellar and drink storage operations 4 314 (HSL14) Manage the receipt, storage or dispatch of goods (SfL WS20) 3 8 Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250)

315 (HSL15) Supervise the wine store/cellar and dispense counter 4 316 (HSL16) Supervise vending services 4 318 (HSL18) Supervise linen services 4 319 (HSL19) Monitor and solve customer service problems (ICS 32) 7 323 (HSL23) Improve relationships with customers (ICS 26) 8 324 (HSL24) Provide learning opportunities for colleagues (MSC D7) 11 325 (HSL25) Supervise the use of technological equipment in hospitality services 4 326 (HSL26) Supervise practices for handling payments 3 327 (HSL27) Contribute to the development of a wine list 4 328 (HSL28) Manage the environmental impact of your work (MSC E9) 3 329 (HSL29) Contribute to the selection of staff for activities 3 330 (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

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) - - - 3, 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

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)

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)

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)

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 Emails, 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 Emails, 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, 8 - - - 1, 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

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)

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)

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)

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

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 Email 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

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)

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)

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

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 Emails 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

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)

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

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

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

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)

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)

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)

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)

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

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)

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)

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

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)

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)

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

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

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)

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