Global Hospitality Certification Standards

Skills required: Skills required to achieve a badge are shown in black bold font.

Examples: For each skill required, a range of examples are provided to illustrate how the relevant skill can be demonstrated. Examples are shown in red bullet points.

(Examples are a list of activities which are likely to be carried out when undertaking the role the badge relates to. The list of examples is not exhaustive. Individuals are not required to demonstrate every skill listed and there may be other relevant skills which are not listed, but can be accepted).

Definitions: Key terms, which are used to illustrate the skills required and/or the examples, carry an asterix* with a corresponding explanation shown in italics.

CORE SKILLS

C1. Adhere to professional workplace standards

• Be polite and approachable
• Be punctual
• Follow appropriate basic guest etiquette*
• Be professionally presented: clean and ironed uniform for every shift which meets safety and hygiene standards
• Maintain good personal hygiene at all times
• Take pride in their work 
• Maintain honesty

*Basic guest etiquette refers to the way in which individuals completing the Taster in Hospitality badge interact with and respond to guests. Basic guest etiquette requires that guests are treated with courtesy and respect at all times.

C2. Communicate effectively with colleagues and guests

• Act in a polite and helpful manner
• Ask if they need clarification or more guidance on instructions provided
• Show respect for others
• Display and maintain a positive attitude to work
• Be able to receive feedback
• Follow instructions

C3. Demonstrate a basic understanding of how the hospitality industry works

• Identify the key areas within the hospitality industry (culinary, food and beverage service, front of house and housekeeping)
• Identify key departments within the establishment
• Outline the main activities undertaken by the department/departments they worked in

C4. Reflect on the experience

• Identify new skills and information learnt during the experience
• Describe what they enjoyed about the experience

Skills required: Skills required to achieve a badge are shown in black bold font.

Examples: For each skill required, a range of examples are provided to illustrate how the relevant skill can be demonstrated. Examples are shown in red bullet points.

(Examples are a list of activities which are likely to be carried out when undertaking the role the badge relates to. The list of examples is not exhaustive. Individuals are not required to demonstrate every skill listed and there may be other relevant skills which are not listed, but can be accepted).

Definitions: Key terms, which are used to illustrate the skills required and/or the examples, carry an asterix* with a corresponding explanation shown in italics.

CORE SKILLS

C1. Adhere to professional workplace standards

• Be polite and approachable
• Be punctual
• Keep up to date by reading the staff noticeboard/memos
• Attend staff/department meetings, as required
• Follow appropriate guest etiquette*
• Explain the importance of maintaining the privacy and security of guests
• Be professionally presented: clean and ironed uniform for every shift which meets safety and hygiene standards
• Maintain good personal hygiene at all times
• Take pride in their work
• Maintain integrity and honesty

*Basic guest etiquette refers to the way in which individuals completing the Taster in Hospitality badge interact with and respond to guests. Basic guest etiquette requires that guests are treated with courtesy and respect at all times.

C2. Work as part of own team

• Show respect for others
• Display and maintain a positive attitude to work
• Cooperate with colleagues to help deliver guest experience in line with the requirements of the establishment
• Be able to receive constructive feedback
• Use feedback to improve own performance

C3. Communicate with colleagues and guests

• Act in a polite and helpful manner
• Provide information in a clear and timely manner by telephone, in written form, e-mail or in person

C4. Contribute to the delivery of guest experience

• Make guests feel welcome
• Identify guest needs
• Assist with responding to guest requests

EXPERIENCE SPECIFIC

E1. Demonstrate an understanding of the experience

• Describe the purpose of the experience
• Explain key activities undertaken as part of the experience
• Identify own department and the role of the department
• Identify the reporting structure of the department worked in

E2. Adhere to safety standards at work

• Work in a safe manner, following instructions provided by the establishment and line manager

PROFESSIONAL DEVELOPMENT

P1. Understand career pathways within the hospitality industry

• Provide a broad overview of the key areas within the hospitality industry (culinary, food and beverage service, front of house and housekeeping)
• Describe typical progression pathway(s) for a member of staff in one of the departments they have worked in
• Identify opportunities to progress from the experience (i.e., next steps)

P2. Develop new knowledge and skills related to working in the hospitality industry

• Look for opportunities to learn new skills during the experience
• Participate in training or learning activities*

*Training or learning activities refers to coaching, on-the-job training, workshops, seminars, conferences, courses, competitions and mentoring.

Skills required: Skills required to achieve a badge are shown in black bold font.

Examples: For each skill required, a range of examples are provided to illustrate how the relevant skill can be demonstrated. Examples are shown in red bullet points.

(Examples are a list of activities which are likely to be carried out when undertaking the role the badge relates to. The list of examples is not exhaustive. Individuals are not required to demonstrate every skill listed and there may be other relevant skills which are not listed, but can be accepted).

Definitions: Key terms, which are used to illustrate the skills required and/or the examples, carry an asterix* with a corresponding explanation shown in italics.

CORE SKILLS

C1. Adhere to professional workplace standards

•  Be polite and approachable
•  Be punctual
•  Keep up to date by reading the staff noticeboard/memos
•  Attend staff/department meetings
•  Follow appropriate guest etiquette*
•  Explain the importance of maintaining the privacy and security of guests
•  Be professionally presented: clean and ironed uniform for every shift which meets safety and hygiene standards
•  Maintain good personal hygiene at all times
•  Take pride in their work
•  Maintain integrity and honesty

*Guest etiquette refers to the way in which hospitality staff interact with and respond to guests. Appropriate etiquette means that guests are treated with courtesy and respect and are made to feel welcome in the establishment.

C2. Work as part of own team

•  Show respect for others
•  Display and maintain a positive attitude to work
•  Cooperate with colleagues to deliver guest experience in line with the requirements of the establishment
•  Provide feedback to peers and line manager to improve the quality of food and beverage service
•  Be able to receive constructive feedback
•  Use feedback to improve the quality of food and beverage service for guests

C3. Communicate with colleagues and guests

•  Act in a polite and helpful manner
•  Provide information in a clear and timely manner in person, by telephone, in written form or by e-mail

C4. Demonstrate time management and organisational skills

•  Plan daily tasks in line with the needs of the food and beverage service
•  Complete tasks to meet deadlines
•  Respond and adapt to changing daily requirements

C5. Provide guest service

•  Make guests feel welcome
•  Anticipate guest needs
•  Respond to guest requests

C6. Make decisions and solve problems in own area of responsibility

•  Identify any issues or faults with stock, resources and/or equipment required for food and beverage service and take necessary action
•  Deal with guest requests and feedback, including complaints, and escalate them to line manager, if necessary

C7. Demonstrate a basic awareness of costs within the business and the importance of profitability

•  Explain the importance of using time, materials and consumables efficiently to help manage the cost of food and beverage operations
•  Explain the importance of maximising revenue generated by food and beverage operations

C8. Demonstrate an awareness of sustainable practices within a hospitality establishment

• Have an understanding of how the following practices can contribute to protecting the environment:

Reducing waste
Recycling waste/packaging
Economic use of power and electricity
Consideration of carbon footprint: the environmental impact of getting goods to the establishment (e.g., food miles)

ROLE SPECIFIC

R1. Demonstrate an understanding of own role and its relevance to the establishment

•  Explain key activities that are part of own role
•  Explain how own department contributes to the effective running of the establishment

R2. Demonstrate an understanding of menu content, any menu changes and promotional activities

•  Explain the variety of dishes and drinks* on the menu
•  Describe the content of the dishes and drinks* on the menu
•  Explain the different types of menus (e.g., breakfast menu, set lunch menu etc.)
•  Explain the reasons for menu adaptations to suit individuals with special requirements
•  Describe the content of the dishes and drinks* on the menu(s) to suit the needs of individuals with special requirements
•  Inform guests of any changes to menu items
•  Explain special deals and menu promotions

*Drink refers to alcoholic beverages and non-alcoholic beverages including water, soft and carbonated drinks, fruit or vegetable juices and hot drinks.

R3. Prepare for the service of food and beverage

•  Check daily requirements including guest numbers and any special requirements
•  Check that non-kitchen food and beverage stock is available to be used
•  Make sure that the relevant food and beverage area is clean and tidy, ready for guests

R4. Provide a table service

•  Demonstrate an understanding of guest requirements, including special requirements
•  Anticipate guest requirements, including special requirements
•  Take food and beverage orders
•  Serve guests, including those special requirements
•  Keep food and beverage service area clean and tidy
•  Clear tables and prepare them ready for next guests

R5. Complete payment procedures

•  Check payment point is working
•  Check all materials required to take payments are available 
•  Prepare bills accurately
•  Present the bill to guests
•  Take payment including cash and cash equivalent*
•  Assign payments to the appropriate account, if relevant (e.g., room service billing)

*Cash equivalent refers to credit card, debit cards and vouchers.

R6. Promote the establishment’s offer to guests to help maximise sales

•  Describe the product and services which could be promoted to guests
•  Identify appropriate opportunities to upsell
•  Engage with guests to upsell to help maximise sales
•  Generate return visits

R7. Liaise with other departments, as necessary, to meet guests’ needs

•  Explain which department(s) can help meet guest requests
•  Work with colleagues in other departments to deliver guest service

R8. Demonstrate a working knowledge of legislation and health and safety requirements which relate to own area of responsibility

•  Work in a way which meets relevant and current industry, legislative and company requirements and regulations

R9. Demonstrate a working knowledge of technology, appropriate for own role

•  Use technology based resources to carry out role, for example emails, handheld device and/or software and social media

PROFESSIONAL DEVELOPMENT

P1. Have a basic understanding of career pathways within the hospitality industry, including progression opportunities for current role

•  Provide a broad overview of the structure of the establishment
•  Identify career opportunities relevant to own role
•  Describe opportunities to progress from current role (i.e., next steps)

P2. Undertake a range of training or learning activities to acquire new or update existing skills and knowledge

•  Identify training or learning needs* specific to own role
•  Participate in training or learning activities*
•  Provide evidence of training or learning undertaken

*Training or learning needs refers to the development of skills and knowledge related to hospitality which may include:

Product knowledge
Understanding of new developments, trends, IT systems and equipment
Changes to legal or industry regulations such as health and safety and food safety
Changes to establishment standards
Development of soft skills such as communication and teamwork

*Training or learning activities refers to on-the-job training, workshops, seminars, conferences, courses, competitions and mentoring.

P3. Apply knowledge/skills acquired from training or learning activities to improve working practice

•  Identify opportunities to apply new knowledge/skills learnt
•  Describe how new knowledge/skills learnt have been put into practice

Skills required: Skills required to achieve a badge are shown in black bold font.

Examples: For each skill required, a range of examples are provided to illustrate how the relevant skill can be demonstrated. Examples are shown in red bullet points.

(Examples are a list of activities which are likely to be carried out when undertaking the role the badge relates to. The list of examples is not exhaustive. Individuals are not required to demonstrate every skill listed and there may be other relevant skills which are not listed, but can be accepted).

Definitions: Key terms, which are used to illustrate the skills required and/or the examples, carry an asterix* with a corresponding explanation shown in italics.

CORE SKILLS

C1. Adhere to professional workplace standards

•  Be polite and approachable
•  Be punctual
•  Keep up to date by reading the staff noticeboard/memos
•  Attend staff/department meetings
•  Follow appropriate guest etiquette*
•  Explain the importance of maintaining the privacy and security of guests
•  Be professionally presented: clean and ironed uniform for every shift which meets safety and hygiene standards
•  Maintain good personal hygiene at all times
•  Take pride in their work
•  Maintain integrity and honesty

*Guest etiquette refers to the way in which hospitality staff interact with and respond to guests. Appropriate etiquette means that guests are treated with courtesy and respect and are made to feel welcome in the establishment.

C2. Work as part of own team

•  Show respect for others
•  Display and maintain a positive attitude to work
•  Cooperate with colleagues to deliver guest experience in line with the requirements of the establishment
•  Provide feedback to peers and line manager to improve the quality of food and beverage service
•  Be able to receive constructive feedback
•  Use feedback to improve the quality of food and beverage service for guests

C3. Communicate with colleagues and guests

•  Act in a polite and helpful manner
•  Provide information in a clear and timely manner in person, by telephone, in written form or by e-mail

C4. Demonstrate time management and organisational skills

•  Plan daily tasks in line with the needs of the food and beverage service
•  Complete tasks to meet deadlines
•  Respond and adapt to changing daily requirements

C5. Provide guest service

•  Make guests feel welcome
•  Anticipate guest needs
•  Respond to guest requests

C6. Make decisions and solve problems in own area of responsibility

•  Identify any issues or faults with stock, resources and/or equipment required for food and beverage service and take necessary action
•  Deal with guest requests and feedback, including complaints, and escalate them to line manager, if necessary

C7. Demonstrate a basic awareness of costs within the business and the importance of profitability

•  Explain the importance of using time, materials and consumables efficiently to help manage the cost of food and beverage operations
•  Explain the importance of maximising revenue generated by food and beverage operations

C8. Demonstrate an awareness of sustainable practices within a hospitality establishment

• Have an understanding of how the following practices can contribute to protecting the environment:

Reducing waste
Recycling waste/packaging
Economic use of power and electricity
Consideration of carbon footprint: the environmental impact of getting goods to the establishment (e.g., food miles)

ROLE SPECIFIC

R1. Demonstrate an understanding of own role and its relevance to the establishment

•  Explain key activities that are part of own role
•  Explain how own department contributes to the effective running of the establishment

R2. Demonstrate an understanding of menu content, any menu changes and promotional activities

•  Explain the variety of dishes and drinks* on the menu
•  Describe the content of the dishes and drinks* on the menu
•  Explain the different types of menus (e.g., breakfast menu, set lunch menu etc.)
•  Explain the reasons for menu adaptations to suit individuals with special requirements
•  Describe the content of the dishes and drinks* on the menu(s) to suit the needs of individuals with special requirements
•  Inform guests of any changes to menu items
•  Explain special deals and menu promotions

R3. Prepare for the service of food and beverage

•  Check daily requirements including guest numbers and any special requirements
•  Check that non-kitchen food and beverage stock is available to be used
•  Make sure that the relevant food and beverage area is clean and tidy, ready for guests

R4. Provide a table service

•  Demonstrate an understanding of guest requirements, including special requirements
•  Anticipate guest requirements, including special requirements
•  Take food and beverage orders
•  Serve guests, including those special requirements
•  Keep food and beverage service area clean and tidy
•  Clear tables and prepare them ready for next guests

R5. Liaise with other departments, as necessary, to meet guests’ needs

•  Explain which department(s) can help meet guest requests
•  Work with colleagues in other departments to deliver guest service

R6. Demonstrate a working knowledge of legislation and health and safety requirements which relate to own area of responsibility

•  Work in a way which meets relevant and current industry, legislative and company requirements and regulations

R7. Demonstrate a working knowledge of technology, appropriate for own role

•  Use technology based resources to carry out role, for example emails, handheld device and/or software and social media

PROFESSIONAL DEVELOPMENT

P1. Have a basic understanding of career pathways within the hospitality industry, including progression opportunities for current role

•  Provide a broad overview of the structure of the establishment
•  Identify career opportunities relevant to own role
•  Describe opportunities to progress from current role (i.e., next steps)

P2. Undertake a range of training or learning activities to acquire new or update existing skills and knowledge

•  Identify training or learning needs* specific to own role
•  Participate in training or learning activities*
•  Provide evidence of training or learning undertaken

 *Training or learning needs refers to the development of skills and knowledge related to hospitality which may include:

Product knowledge
Understanding of new developments, trends, IT systems and equipment
Changes to legal or industry regulations such as health and safety and food safety
Changes to establishment standards
Development of soft skills such as communication and teamwork.

*Training or learning activities refers to on-the-job training, workshops, seminars, conferences, courses, competitions and mentoring.

P3. Apply knowledge/skills acquired from training or learning activities to improve working practice

•  Identify opportunities to apply new knowledge/skills learnt
•  Describe how new knowledge/skills learnt have been put into practice

Skills required: Skills required to achieve a badge are shown in black bold font.

Examples: For each skill required, a range of examples are provided to illustrate how the relevant skill can be demonstrated. Examples are shown in red bullet points.

(Examples are a list of activities which are likely to be carried out when undertaking the role the badge relates to. The list of examples is not exhaustive. Individuals are not required to demonstrate every skill listed and there may be other relevant skills which are not listed, but can be accepted).

Definitions: Key terms, which are used to illustrate the skills required and/or the examples, carry an asterix* with a corresponding explanation shown in italics.

CORE SKILLS

C1. Adhere to professional workplace standards

• Be polite and approachable
• Be punctual
• Keep up to date by reading the staff noticeboard/memos
• Attend staff/department meetings
• Follow appropriate guest etiquette*
• Explain the importance of maintaining the privacy and security of guests
• Be professionally presented: clean and ironed uniform for every shift which meets safety and hygiene standards
• Maintain good personal hygiene at all times
• Take pride in their work
• Maintain integrity and honesty

*Guest etiquette refers to the way in which hospitality staff interact with and respond to guests. Appropriate etiquette means that guests are treated with courtesy and respect and are made to feel welcome in the establishment.

C2. Work as part of own team

• Show respect for others
• Display and maintain a positive attitude to work
• Cooperate with colleagues to deliver guest experience in line with the requirements of the establishment
• Provide feedback to peers and line manager to improve the quality of the beverage service
• Be able to receive constructive feedback
• Use feedback to improve the quality of beverage service for guests

C3. Communicate with colleagues and guests

• Act in a polite and helpful manner
• Provide information in a clear and timely manner in person, by telephone, in written form or by e-mail

C4. Demonstrate time management and organisational skills

• Plan daily tasks in line with the needs of the beverage service
• Complete tasks to meet deadlines 
• Respond and adapt to changing daily requirements

C5. Provide guest service

• Make guests feel welcome
• Anticipate guest needs
• Respond to guest requests

C6. Make decisions and solve problems in own area of responsibility

• Identify any issues or faults with stock, resources and/or equipment required for beverage service and take necessary action
• Deal with guest requests and feedback, including complaints, and escalate them to line manager, if necessary

C7. Demonstrate a basic awareness of costs within the business and the importance of profitability

• Explain the importance of using time, materials and consumables efficiently to help manage the cost of beverage operations
• Explain the importance of maximising revenue generated by the beverage operations

C8. Demonstrate an awareness of sustainable practices within a hospitality establishment

• Have an understanding of how the following practices can contribute to protecting the environment:
  
  Reducing waste
  Recycling waste/packaging
  Economic use of power and electricity
  Consideration of carbon footprint: the environmental impact of getting goods to the establishment (e.g., food miles)

ROLE SPECIFIC

R1. Demonstrate an understanding of own role and its relevance to the establishment

• Explain key activities that are part of own role
• Explain how own department contributes to the effective running of the establishment

R2. Demonstrate an understanding of beverage menu content, any menu changes and promotional activities

• Explain the variety of beverages on the menu
• Describe the content of the beverages* on the menu
• Explain the reasons for menu adaptations to suit individuals with special requirements
• Describe the content of the beverages on the menu to suit the needs of individuals with special requirements
• Inform guests of any changes to menu items
• Explain special deals and menu promotions

*Beverage refers to non-alcoholic beverages including water, soft and carbonated drinks, fruit or vegetable juices and hot drinks.

R3. Prepare for the service of beverages

• Check daily requirements including guest numbers and any special requirements
• Check that non-kitchen beverage stock is available to be used
• Check that equipment is available and in good working order
• Make sure that the relevant beverage area is clean and tidy, ready for guests

R4. Provide a beverage service

• Demonstrate an understanding of guest requirements, including special requirements
• Anticipate guest requirements, including special requirements
• Take beverage orders at the bar or at the tables
• Serve guests, including those special requirements
• Keep beverage service area clean and tidy
• Clear tables and prepare them ready for next guests

R5. Complete payment procedures

• Check payment point is working
• Check all materials required to take payments are available
• Prepare bills accurately
• Present the bill to guests
• Take payment including cash and cash equivalent*
• Assign payments to the appropriate account, if relevant (e.g., room service billing)

*Cash equivalent refers to credit card, debit cards and vouchers.

R6. Promote the establishment’s offer to guests to help maximise sales

• Describe the product and services which could be promoted to guests
• Identify appropriate opportunities to upsell 
• Engage with guests to upsell to help maximise sales
• Generate return visits

R7. Liaise with other departments, as necessary, to meet guests’ needs

• Explain which department(s) can help meet guest requests
• Work with colleagues in other departments to deliver guest service

R8. Demonstrate a working knowledge of legislation and health and safety requirements which relate to own area of responsibility

• Work in a way which meets relevant and current industry, legislative and company requirements and regulations

R9. Demonstrate a working knowledge of technology, appropriate for own role

• Use technology based resources to carry out role, for example emails, handheld device and/or software and social media.

PROFESSIONAL DEVELOPMENT

P1. Have a basic understanding of career pathways within the hospitality industry, including progression opportunities for current role

• Provide a broad overview of the structure of the establishment
• Identify career opportunities relevant to own role
• Describe opportunities to progress from current role (i.e., next steps)

P2. Undertake a range of training or learning activities to acquire new or update existing skills and knowledge

• Identify training or learning needs* specific to own role
• Participate in training or learning activities*
• Provide evidence of training or learning undertaken

*Training or learning needs refers to the development of skills and knowledge related to hospitality which may include:

Product knowledge
Understanding of new developments, trends, IT systems and equipment
Changes to legal or industry regulations such as health and safety and food safety
Changes to establishment standards
Development of soft skills such as communication and teamwork

*Training or learning activities refers to on-the-job training, workshops, seminars, conferences, courses, competitions and mentoring.

P3. Apply knowledge/skills acquired from training or learning activities to improve working practice

• Identify opportunities to apply new knowledge/skills learnt
• Describe how new knowledge/skills learnt have been put into practice

Skills required: Skills required to achieve a badge are shown in black bold font.

Examples: For each skill required, a range of examples are provided to illustrate how the relevant skill can be demonstrated. Examples are shown in red bullet points.

(Examples are a list of activities which are likely to be carried out when undertaking the role the badge relates to. The list of examples is not exhaustive. Individuals are not required to demonstrate every skill listed and there may be other relevant skills which are not listed, but can be accepted).

Definitions: Key terms, which are used to illustrate the skills required and/or the examples, carry an asterix* with a corresponding explanation shown in italics.

CORE SKILLS

C1. Adhere to professional workplace standards

• Be polite and approachable
• Be punctual
• Keep up to date by reading the staff noticeboard/memos
• Attend staff/department meetings
• Follow appropriate guest etiquette*
• Explain the importance of maintaining the privacy and security of guests
• Be professionally presented: clean and ironed uniform for every shift which meets safety and hygiene standards
• Maintain good personal hygiene at all times
• Take pride in their work
• Maintain integrity and honesty

*Guest etiquette refers to the way in which hospitality staff interact with and respond to guests. Appropriate etiquette means that guests are treated with courtesy and respect and are made to feel welcome in the establishment.

C2. Work as part of own team

• Show respect for others
• Display and maintain a positive attitude to work
• Cooperate with colleagues to deliver guest experience in line with the requirements of the establishment
• Provide feedback to peers and line manager to improve the quality of the bar service
• Be able to receive constructive feedback
• Use feedback to improve the quality of the bar service for guests

C3. Communicate with colleagues and guests

• Act in a polite and helpful manner
• Provide information in a clear and timely manner in person, by telephone, in written form or by e-mail

C4. Demonstrate time management and organisational skills

• Plan daily tasks in line with the needs of the bar service
• Complete tasks to meet deadlines
• Respond and adapt to changing daily requirements

C5. Provide guest service

• Make guests feel welcome
• Anticipate guest needs
• Respond to guest requests

C6. Make decisions and solve problems in own area of responsibility

• Identify any issues or faults with stock, resources and/or equipment required for the bar service and take necessary action
• Deal with guest requests and feedback, including complaints, and escalate them to line manager, if necessary

C7. Demonstrate a basic awareness of costs within the business and the importance of profitability

• Explain the importance of using time, materials and consumables efficiently to help manage the cost of the bar operations
• Explain the importance of maximising revenue generated by the bar operations

C8. Demonstrate an awareness of sustainable practices within a hospitality establishment

• Have an understanding of how the following practices can contribute to protecting the environment:

Reducing waste
Recycling waste/packaging
Economic use of power and electricity
Consideration of carbon footprint: the environmental impact of getting goods to the establishment (e.g., food miles)

ROLE SPECIFIC

R1. Demonstrate an understanding of own role and its relevance to the establishment

• Explain key activities that are part of own role
• Explain how own department contributes to the effective running of the establishment

R2. Demonstrate an understanding of bar menu content, any menu changes and promotional activities

• Explain the variety of drinks* on the bar menu
• Describe the content of the drinks* on the bar menu
• Explain the different types of drink menus (e.g., hot beverage menu, cocktail menu, wine list etc)
• Explain the reasons for menu adaptations to suit individuals with special requirements
• Describe the content of the drinks* on the menu(s) to suit the needs of individuals with special requirements
• Inform guests of any changes to bar menu items
• Explain special deals and menu promotions

*Drinks refers to alcoholic beverages and non-alcoholic beverages including water, soft and carbonated drinks, fruit or vegetable juices and hot drink.

R3. Prepare the bar for the service of drinks

• Check daily requirements including guest numbers and any special requirements
• Check that non-kitchen bar stock is available to be used
• Check that bar equipment is available and in good working order
• Make sure that the relevant bar area is clean and tidy, ready for guests
  

R4. Provide a bar service

• Demonstrate an understanding of guest requirements, including special requirements
• Anticipate guest requirements, including special requirements
• Take drinks orders at the bar or at the tables
• Serve guests, including those special requirements
• Keep bar area clean and tidy
• Clear tables and prepare them ready for next guests

R5. Complete payment procedures

• Check payment point is working
• Check all materials required to take payments are available
• Prepare bills accurately
• Present the bill to guests
• Take payment including cash and cash equivalent*
• Assign payments to the appropriate account, if relevant (e.g., room service billing)

*Cash equivalent refers to credit card, debit cards and vouchers.

R6. Promote the establishment’s offer to guests to help maximise sales

• Describe the product and services which could be promoted to guests
• Identify appropriate opportunities to upsell
• Engage with guests to upsell to help maximise sales
• Generate return visits

R7. Liaise with other departments, as necessary, to meet guests’ needs

• Explain which department(s) can help meet guest requests
• Work with colleagues in other departments to deliver guest service

R8. Demonstrate a working knowledge of legislation and health and safety requirements which relate to own area of responsibility

• Work in a way which meets relevant and current industry, legislative and company requirements and regulations

R9. Demonstrate a working knowledge of technology, appropriate for own role

• Use technology based resources to carry out role, for example emails, handheld device and/or software and social media.

PROFESSIONAL DEVELOPMENT

P1. Have a basic understanding of career pathways within the hospitality industry, including progression opportunities for current role

• Provide a broad overview of the structure of the establishment
• Identify career opportunities relevant to own role
• Describe opportunities to progress from current role (i.e., next steps)

P2. Undertake a range of training or learning activities to acquire new or update existing skills and knowledge

• Identify training or learning needs* specific to own role
• Participate in training or learning activities*
• Provide evidence of training or learning undertaken

*Training or learning needs refers to the development of skills and knowledge related to hospitality which may include:

Product knowledge
Understanding of new developments, trends, IT systems and equipment
Changes to legal or industry regulations such as health and safety and food safety
Changes to establishment standards
Development of soft skills such as communication and teamwork.

*Training or learning activities refers to on-the-job training, workshops, seminars, conferences, courses, competitions and mentoring.

P3. Apply knowledge/skills acquired from training or learning activities to improve working practice

• Identify opportunities to apply new knowledge/skills learnt
• Describe how new knowledge/skills learnt have been put into practice
  

Skills required: Skills required to achieve a badge are shown in black bold font.

Examples: For each skill required, a range of examples are provided to illustrate how the relevant skill can be demonstrated. Examples are shown in red bullet points.

(Examples are a list of activities which are likely to be carried out when undertaking the role the badge relates to. The list of examples is not exhaustive. Individuals are not required to demonstrate every skill listed and there may be other relevant skills which are not listed, but can be accepted).

Definitions: Key terms, which are used to illustrate the skills required and/or the examples, carry an asterix* with a corresponding explanation shown in italics.

CORE SKILLS

C1. Adhere to professional workplace standards

• Be polite and approachable
• Be punctual
• Keep up to date by reading the staff noticeboard/memos
• Attend staff/department meetings
• Follow appropriate guest etiquette*
• Explain the importance of maintaining the privacy and security of guests
• Be professionally presented: clean and ironed uniform for every shift which meets safety and hygiene standards
• Maintain good personal hygiene at all times
• Take pride in their work
• Maintain integrity and honesty

*Guest etiquette refers to the way in which hospitality staff interact with and respond to guests. Appropriate etiquette means that guests are treated with courtesy and respect and are made to feel welcome in the establishment.


C2. Work as part of own team

• Show respect for others
• Display and maintain a positive attitude to work
• Cooperate with colleagues to deliver guest experience in line with the requirements of the restaurant
• Provide feedback to peers and line manager to improve the quality of reception service
• Be able to receive constructive feedback
• Use feedback to improve the quality of reception service for guests

C3. Communicate with colleagues and guests

• Act in a polite and helpful manner
• Provide information in a clear and timely manner in person, by telephone, in written form or by e-mail

C4. Demonstrate time management and organisational skills

• Plan daily tasks in line with the needs of front of house department
• Complete tasks to meet deadlines 
• Respond and adapt to changing daily requirements
• Maintain effective records in written or electronic form, in line with restaurant procedures

C5. Provide guest service

• Make guests feel welcome by making a positive impression on guests on arrival, during their stay and on departure
• Act as the first point of contact point to assist with guest queries and requests
• Anticipate guest needs

C6. Make decisions and solve problems in own area of responsibility

• Identify any issues and manage situations which may impact on the guest experience 
• Deal with guest requests and feedback, including complaints, and escalate them to line manager, if necessary

C7. Demonstrate a basic awareness of costs within the business and the importance of profitability

• Explain the importance of using time, materials and consumables efficiently to help manage the cost of reception operations
• Explain the importance of occupancy to maximise revenue

C8. Demonstrate an awareness of sustainable practices within a hospitality establishment

• Have an understanding of how the following practices can contribute to protecting the environment:
  
  Reducing waste
  Recycling waste/packaging
  Economic use of power and electricity
  Consideration of carbon footprint: the environmental impact of getting goods to the restaurant (e.g., food miles)

ROLE SPECIFIC

R1. Demonstrate an understanding of own role and its relevance to the restaurant

• Explain key activities that are part of own role
• Explain how own department contributes to the effective running of the restaurant

R2. Prepare the reception area to provide guest service

• Check daily requirements including occupancy rates and any special requirements
• Check that all equipment and systems are working, available to be used
• Make sure that the reception area is clean and tidy, ready for guests

R3. Complete the restaurant welcome and farewell procedure

• Demonstrate a working knowledge of the restaurant’s welcome and farewell processes and relevant IT systems
• Allocate tables
• Respond to guests requirements regarding table reservations
• Notify the kitchen of reservations, as required

R4. Demonstrate a working knowledge of the restaurant’s reservation system

• Explain the principles of the reservation system and their impact on the work of front of house service staff (e.g., overbooking, private functions, reserved areas etc.)
• Look up table availability
• Make new reservations
• Check existing reservations
• Amend reservation details
• Take deposits or payments, as required

R5. Provide up-to-date information on the restaurant’s offer

• Maintain knowledge of the restaurant’s products and services up-to-date
• Describe special promotional offers, daily VIP and special events
• Give guidance on the local area including points of interest, events, shopping and transport

R6. Promote the restaurant’s offer to guests to help maximise sales

• Describe the product and services which could be promoted to guests
• Identify appropriate opportunities to upsell
• Engage with guests to upsell to help maximise sales
• Generate return visits

R7. Liaise with all departments effectively to meet guests’ needs

• Explain the role of other department(s) and their role in meeting guest requests
• Work with colleagues in other departments to deliver guest service

R8. Demonstrate a working knowledge of legislation and health and safety requirements which apply to reception

• Work in a way which meets relevant and current industry, legislative and company requirements and regulations

R9. Demonstrate a working knowledge of technology, appropriate for own role

• Use technology based resources to carry out role, for example emails, handheld device and/or software and social media

PROFESSIONAL DEVELOPMENT

P1. Have a basic understanding of career pathways within the hospitality industry, including progression opportunities for current role

• Provide a broad overview of the structure of the restaurant
• Identify career opportunities relevant to own role
• Describe opportunities to progress from current role (i.e., next steps)

P2. Undertake a range of training or learning activities to acquire new or update existing skills and knowledge

• Identify training or learning needs* specific to own role
• Participate in training or learning activities*
• Provide evidence of training or learning undertaken

*Training or learning needs refers to the development of skills and knowledge related to hospitality which may include:

Product knowledge
Understanding of new developments, trends, IT systems and equipment
Changes to legal or industry regulations such as health and safety and food safety
Changes to establishment standards
Development of soft skills such as communication and teamwork.

*Training or learning activities refers to on-the-job training, workshops, seminars, conferences, courses, competitions and mentoring.

P3. Apply knowledge/skills acquired from training or learning activities to improve working practice

• Identify opportunities to apply new knowledge/skills learnt
• Describe how new knowledge/skills learnt have been put into practice

Skills required: Skills required to achieve a badge are shown in black bold font.

Examples: For each skill required, a range of examples are provided to illustrate how the relevant skill can be demonstrated. Examples are shown in red bullet points.

(Examples are a list of activities which are likely to be carried out when undertaking the role the badge relates to. The list of examples is not exhaustive. Individuals are not required to demonstrate every skill listed and there may be other relevant skills which are not listed, but can be accepted).

Definitions: Key terms, which are used to illustrate the skills required and/or the examples, carry an asterix* with a corresponding explanation shown in italics.

CORE SKILLS

C1. Adhere to professional workplace standards

• Be polite and approachable
• Be punctual
• Keep up to date by reading the staff noticeboard/memos
• Attend staff/department meetings
• Follow appropriate guest etiquette*
• Explain the importance of maintaining the privacy and security of guests
• Be professionally presented: clean and ironed uniform for every shift which meets safety and hygiene standards
• Maintain good personal hygiene at all times
• Take pride in their work
• Maintain integrity and honesty

*Guest etiquette refers to the way in which hospitality staff interact with and respond to guests. Appropriate etiquette means that guests are treated with courtesy and respect and are made to feel welcome in the establishment.

C2. Work as part of own team

• Show respect for others
• Display and maintain a positive attitude to work
• Cooperate with colleagues to deliver guest experience in line with the requirements of the establishment
• Provide feedback to peers and line manager to improve the quality of reception service
• Be able to receive constructive feedback
• Use feedback to improve the quality of reception service for guests

C3. Communicate with colleagues and guests

• Act in a polite and helpful manner
• Provide information in a clear and timely manner in person, by telephone, in written form or by e-mail

C4. Demonstrate time management and organisational skills

• Plan daily tasks in line with the needs of front of house department
• Complete tasks to meet deadlines
• Respond and adapt to changing daily requirements
• Maintain effective records in written or electronic form, in line with establishment procedures

C5. Provide guest service

• Make guests feel welcome by making a positive impression on guests on arrival, during their stay and on departure
• Act as the first point of contact point to assist with guest queries and requests
• Anticipate guest needs

C6. Make decisions and solve problems in own area of responsibility

• Identify any issues and manage situations which may impact on the guest experience
• Deal with guest requests and feedback, including complaints, and escalate them to line manager, if necessary

C7. Demonstrate a basic awareness of costs within the business and the importance of profitability

• Explain the importance of using time, materials and consumables efficiently to help manage the cost of reception operations
• Explain the importance of occupancy to maximise revenue

C8. Demonstrate an awareness of sustainable practices within a hospitality establishment

• Have an understanding of how the following practices can contribute to protecting the environment:
  
  Reducing waste
  Recycling waste/packaging
  Economic use of power and electricity
  Consideration of carbon footprint: the environmental impact of getting goods to the establishment (e.g., food miles)

ROLE SPECIFIC

R1. Demonstrate an understanding of own role and its relevance to the establishment

• Explain key activities that are part of own role
• Explain how own department contributes to the effective running of the establishment

R2. Prepare the reception area to provide guest service

• Check daily requirements including occupancy rates and any special requirements
• Check that all equipment and systems are working, available to be used
• Make sure that the reception area is clean and tidy, ready for guests

R3. Complete the check-in and check-out procedure

• Demonstrate a working knowledge of the establishment’s check-in and check-out processes and relevant IT systems
• Allocate rooms
• Issue keys
• Respond to guests requirements around room bookings and allocations
• Notify housekeeping of guest check-outs
• Assign payments to the appropriate department/account, if relevant (e.g., room service charge)

R4. Complete payment procedures

• Prepare bills accurately
• Present the bill to guests
• Take payment including cash and cash equivalent*

*Cash equivalent refers to credit card, debit cards and vouchers.

R5. Demonstrate a working knowledge of the establishment’s reservation system

• Explain the principles of the reservation system and their impact on the work of the reception staff (e.g., overbooking, room closures and occupancy rates)
• Look up room availability
• Make new reservations
• Check existing reservations
• Amend reservation details

R6. Provide up-to-date information on the establishment’s offer

• Maintain knowledge of the establishment’s products and services up-to-date
• Describe special promotional offers, daily VIP and special events
• Give guidance on the local area including points of interest, events, shopping and transport

R7. Promote the establishment’s offer to guests to help maximise sales

• Describe the product and services which could be promoted to guests
• Identify appropriate opportunities to upsell
• Engage with guests to upsell to help maximise sales
• Generate return visits

R8. Liaise with all departments effectively to meet guests’ needs

• Explain the role of other department(s) and their role in meeting guest requests
• Work with colleagues in other departments to deliver guest service

R9. Demonstrate a working knowledge of legislation and health and safety requirements which apply to reception

• Work in a way which meets relevant and current industry, legislative and company requirements and regulations

R10. Demonstrate a working knowledge of technology, appropriate for own role

• Use technology based resources to carry out role, for example emails, handheld device and/or software and social media

PROFESSIONAL DEVELOPMENT

P1. Have a basic understanding of career pathways within the hospitality industry, including progression opportunities for current role

• Provide a broad overview of the structure of the establishment
• Identify career opportunities relevant to own role
• Describe opportunities to progress from current role (i.e., next steps)

P2. Undertake a range of training or learning activities to acquire new or update existing skills and knowledge

• Identify training or learning needs* specific to own role
• Participate in training or learning activities*
• Provide evidence of training or learning undertaken

*Training or learning needs refers to the development of skills and knowledge related to hospitality which may include: 

 Product knowledge
 Understanding of new developments, trends, IT systems and equipment
 Changes to legal or industry regulations such as health and safety and food safety
 Changes to establishment standards
 Development of soft skills such as communication and teamwork.

*Training or learning activities refers to on-the-job training, workshops, seminars, conferences, courses, competitions and mentoring.

P3. Apply knowledge/skills acquired from training or learning activities to improve working practice

• Identify opportunities to apply new knowledge/skills learnt
• Describe how new knowledge/skills learnt have been put into practice

Skills required: Skills required to achieve a badge are shown in black bold font.

Examples: For each skill required, a range of examples are provided to illustrate how the relevant skill can be demonstrated. Examples are shown in red bullet points.

(Examples are a list of activities which are likely to be carried out when undertaking the role the badge relates to. The list of examples is not exhaustive. Individuals are not required to demonstrate every skill listed and there may be other relevant skills which are not listed, but can be accepted).

Definitions: Key terms, which are used to illustrate the skills required and/or the examples, carry an asterix* with a corresponding explanation shown in italics.

CORE SKILLS

C1. Adhere to professional workplace standards

• Be polite and approachable
• Be punctual
• Keep up to date by reading the staff noticeboard/memos
• Attend staff/department meetings
• Follow appropriate guest etiquette*
• Explain the importance of maintaining the privacy and security of guests
• Be professionally presented: clean and ironed uniform for every shift which meets safety and hygiene standards
• Maintain good personal hygiene at all times
• Take pride in their work
• Maintain integrity and honesty

*Guest etiquette refers to the way in which hospitality staff interact with and respond to guests. Appropriate etiquette means that guests are treated with courtesy and respect and are made to feel welcome in the establishment.

C2. Work as part of own team

• Show respect for others
• Display and maintain a positive attitude to work
• Cooperate with colleagues to deliver guest experience in line with the requirements of the establishment
• Provide feedback to peers and line manager to improve the quality of housekeeping service
• Be able to receive constructive feedback
• Use feedback to improve the quality of housekeeping service for guests

C3. Communicate with colleagues and guests

• Act in a polite and helpful manner
• Provide information in a clear and timely manner in person, by telephone, in written form or by e-mail

C4. Demonstrate time management and organisational skills

• Plan daily tasks in line with the needs of the housekeeping department
• Complete tasks to meet deadlines
• Respond and adapt to changing daily requirements
• Maintain effective records in written or electronic form, in line with establishment procedures

C5. Provide guest service

• Make guests feel welcome
• Anticipate guest needs
• Respond to guest requests

C6. Make decisions and solve problems in own area of responsibility

• Identify any issues or faults with housekeeping stock, resources and/or equipment and take necessary action
• Deal with guest requests and feedback, including complaints, and escalate them to line manager, if necessary

C7. Demonstrate a basic awareness of costs within the business and the importance of profitability

• Explain the importance of using time, materials and consumables efficiently to help manage the cost of housekeeping operations
• Explain the importance of the efficiency of housekeeping operations to maximise revenue

C8. Demonstrate an awareness of sustainable practices within a hospitality establishment

• Have an understanding of how the following practices can contribute to protecting the environment:
  
  Reducing waste
  Recycling waste/packaging
  Economic use of power and electricity
  Consideration of carbon footprint: the environmental impact of getting goods to the establishment (e.g., food miles)

ROLE SPECIFIC

R1. Demonstrate an understanding of own role and its relevance to the establishment

• Explain key activities that are part of own role
• Explain how own department contributes to the effective running of the establishment

R2. Prepare to service rooms and public spaces

• Check daily requirements for rooms and public areas to be serviced and any special requirements
• Check that housekeeping stock is available to be used
• Check that cleaning trolley is ready to be used
• Re-stock cleaning trolley, as necessary
• Check cleaning equipment is safe and ready to use

R3. Service rooms and public spaces

• Demonstrate an understanding of establishment cleaning standards
• Clean guest bedrooms and bathrooms
• Replenish consumables
• Check rooms for any damage or faulty equipment and report to line manager, as necessary
• Carry out periodic deep cleaning
• Clean public areas
• Carry out lost property procedures
• Ensure guest belongings are kept safe and secure while cleaning the room

R4. Liaise with other departments, as necessary, to meet guests’ needs

• Explain which department(s) can help meet guest requests
• Work with colleagues in other departments to deliver guest service

R5. Demonstrate a working knowledge of legislation and health and safety requirements which apply to housekeeping

• Work in a way which meets relevant and current industry, legislative and company requirements and regulations

R6. Demonstrate a working knowledge of technology, appropriate for own role

• Use technology based resources to carry out role, for example emails, handheld device and/or software and social media

PROFESSIONAL DEVELOPMENT

P1. Have a basic understanding of career pathways within the hospitality industry, including progression opportunities for current role

• Provide a broad overview of the structure of the establishment
• Identify career opportunities relevant to own role
• Describe opportunities to progress from current role (i.e., next steps)

P2. Undertake a range of training or learning activities to acquire new or update existing skills and knowledge

• Identify training or learning needs* specific to own role
• Participate in training or learning activities*
• Provide evidence of training or learning undertaken

*Training or learning needs refers to the development of skills and knowledge related to hospitality which may include:

Product knowledge
Understanding of new developments, trends, IT systems and equipment
Changes to legal or industry regulations such as health and safety and food safety
Changes to establishment standards
Development of soft skills such as communication and teamwork.

*Training or learning activities refers to on-the-job training, workshops, seminars, conferences, courses, competitions and mentoring.

P3. Apply knowledge/skills acquired from training or learning activities to improve working practice

• Identify opportunities to apply new knowledge/skills learnt
• Describe how new knowledge/skills learnt have been put into practice

Skills required: Skills required to achieve a badge are shown in black bold font.

Examples: For each skill required, a range of examples are provided to illustrate how the relevant skill can be demonstrated. Examples are shown in red bullet points.

(Examples are a list of activities which are likely to be carried out when undertaking the role the badge relates to. The list of examples is not exhaustive. Individuals are not required to demonstrate every skill listed and there may be other relevant skills which are not listed, but can be accepted).

Definitions: Key terms, which are used to illustrate the skills required and/or the examples, carry an asterix* with a corresponding explanation shown in italics.

Note: Team at supervisory level refers to team members working under the guidance of the individual holding or applying for this badge.

CORE SKILLS

C1. Provide guest service

• Adhere to professional workplace standards
• Follow standards set by the establishment
• Make guests feel welcome
• Anticipate guest needs
• Respond to guest requests
• Escalate issues/complaints to line manager, as required

C2. Set and monitor goals and targets

• Work with line manager to set goals and targets for the team
• Communicate goals and targets to the team
• Lead the team to perform the required duties and responsibilities to achieve goals and targets
• Monitor team’s performance against goals and targets
• Contribute to performance management for members of own team

C3. Supervise a team to deliver service standards

• Sets out daily activities for the team
• Conduct team briefings
• Check the grooming standard of the team on daily basis to ensure these meet professional standards and standards set by the establishment
• Oversee activities undertaken by the team to ensure that standards, including SOPs, set by the establishment are followed
• Maintain effective working relationship with the team, peers, line manager and line manager’s peers
• Deliver feedback to team members, peers and line manager in a constructive and professional manner to improve service standards
• Receive feedback in a professional manner
• Recognise and celebrate positive feedback/success

C4. Solve problems and deal with pressure in own area of responsibility

• Oversee the service to spot any issues that may impact on the guest experience and provide hands on support to resolve these
• Manage guest requirements, requests, feedback and complaints within own area of responsibility
• Escalate guest requirements, requests, feedback and complaints to line manager, as necessary

C5. Contribute to the recruitment of the team

• Work with line manager to identify recruitment needs for area under own supervision
• Provide input into the recruitment and selection process, as required

C6. Train and coach the team

• Support induction for the team and new members of the department
• Assist in conducting department training sessions
• Identify training needs of the team to meet professional and establishment standards
• Coach members of the team
• Provide hands-on training to the team, as necessary

C7. Contribute to planning and managing resources, within budget

• Understand the key costs related to own area of responsibility
• Demonstrate a working knowledge of the efficient use of materials and consumables
• Ensure stock levels are maintained to meet business requirements
• Ensure safe and secure storage of stock
• Supervise team to ensure timely completion of tasks
• Ensure service areas are always sufficiently staffed and equipped to deliver guest experience to the required standard

C8. Identify sustainable practices within a hospitality establishment

• Describe how the following could be applied in a hospitality establishment:
  
  Reducing waste
  Recycling waste/packaging
  Economic use of power and electricity
  Consideration of carbon footprint: the environmental impact of getting goods to the establishment (e.g., food miles)

• Identify any practices which are already applied/in place in own department or the establishment

ROLE SPECIFIC

R1. Demonstrate an understanding of own role and the role of own department

• Explain key activities that are part of own role
• Explain key activities of own department
• Describe how different departments within the establishment work together to deliver guest service
• Explain how own department contributes to the effective running of the establishment

R2. Ensure team delivers food and beverage service which meets establishment standards

• Demonstrate a working knowledge of the food and beverage department
• Check the appearance of the team at the start and during service to ensure professional and establishment standards are upheld
• Ensure that the team observes guest etiquette
• Check that team understands the menu content, any menu changes and promotional activities
• Supervise preparation for the service of food and beverage*
• Supervise table service
• Undertake checks during service to ensure standard operating procedures are met
• Provide hands-on support for the team to ensure efficient food and beverage service
• Manage guest arrivals and departures to maximise occupancy of the dining areas

*Beverage refers to alcoholic beverages and non-alcoholic beverages including water, soft and carbonated drinks, fruit or vegetable juices and hot drinks.

R3. Work with different departments to deliver food and beverage service which meets guest needs

• Work with colleagues in other departments to deliver guest service
• Support the work of other departments, in line with the requirements of the establishment
• Manage guest requests which have been escalated by the team

R4. Complete payment procedures

• Ensure that the team is ready to take payments
• Check that payment point and all materials required to take payments are available
• Prepare bills accurately
• Present the bill to guests
• Take payment including cash and cash equivalent*
• Assign payments to the appropriate account, if relevant (e.g., room service billing)
• Authorise payments which require supervisory approval
• Complete till handover or cashing up

*Cash equivalent refers to credit card, debit cards and vouchers.

R5. Promote the establishment’s offer to guests to help maximise sales

• Check that the team is aware of product and services which could be promoted to guests
• Identify appropriate opportunities to upsell and ensure the team does the same
• Engage with guests to upsell to help maximise sales
• Generate return visits
• Works with line manager to identify new ways to help maximise sales and/or profitability

R6. Maintain full compliance with legislation, health and safety requirements and by-laws related to own area of responsibility

• Demonstrate a working knowledge of current industry, legislative and company requirements and regulations related to own area of responsibility
• Check that the team completes all mandatory training
• Inform team of changes to requirements which are relevant to the food and beverage service
• Oversee food and beverage service within own area of responsibility to spot any non-compliance issues and take corrective action or escalate these to line manager, as required

R7. Demonstrate a working knowledge of technology, appropriate for own role

• Use technology based resources to carry out role, for example emails, handheld device and/or software and social media

PROFESSIONAL DEVELOPMENT

P1. Have an understanding of career pathways within the hospitality industry, including progression opportunities for current role

• Describe the structure of the establishment
• Describe the structure of the department
• Identify career opportunities within the hospitality industry
• Describe opportunities to progress from current role (i.e., next steps)

P2. Undertake a range of training or learning activities to acquire new or update existing skills and knowledge

• Identify training or learning needs* specific to own role
• Participate in training or learning activities*
• Provide evidence of training or learning undertaken

*Training or learning needs refers to the development of skills and knowledge related to hospitality which may include:

Product knowledge
Understanding of new developments, trends, IT systems and equipment
Changes to legal or industry regulations such as health and safety and food safety
Changes to establishment standards
Development of soft skills such as communication and teamwork.

*Training or learning activities refers to on-the-job training, workshops, seminars, conferences, courses, competitions and mentoring.

P3. Apply knowledge/skills gained from training or learning activities to improve working practice and evaluate outcome

• Identify opportunities to apply new knowledge/skills learnt
• Describe how new knowledge/skills learnt have been put into practice:
  
  Changes made when operating in own role
  Impact of the changes on own work
  Impact of the changes on the work of the team

Skills required: Skills required to achieve a badge are shown in black bold font.

Examples: For each skill required, a range of examples are provided to illustrate how the relevant skill can be demonstrated. Examples are shown in red bullet points.

(Examples are a list of activities which are likely to be carried out when undertaking the role the badge relates to. The list of examples is not exhaustive. Individuals are not required to demonstrate every skill listed and there may be other relevant skills which are not listed, but can be accepted).

Definitions: Key terms, which are used to illustrate the skills required and/or the examples, carry an asterix* with a corresponding explanation shown in italics.

Note: Team at supervisory level refers to team members working under the guidance of the individual holding or applying for this badge.

CORE SKILLS

C1. Provide guest service

• Adhere to professional workplace standards
• Follow standards set by the establishment
• Make guests feel welcome
• Anticipate guest needs
• Respond to guest requests
• Escalate issues/complaints to line manager, as required

C2. Set and monitor goals and targets

• Work with line manager to set goals and targets for the team
• Communicate goals and targets to the team
• Lead the team to perform the required duties and responsibilities to achieve goals and targets
• Monitor team’s performance against goals and targets
• Contribute to performance management for members of own team

C3. Supervise a team to deliver service standards

• Sets out daily activities for the team
• Conduct team briefings
• Check the grooming standard of the team on daily basis to ensure these meet professional standards and standards set by the establishment
• Oversee activities undertaken by the team to ensure that standards, including SOPs, set by the establishment are followed
• Maintain effective working relationship with the team, peers, line manager and line manager’s peers
• Deliver feedback to team members, peers and line manager in a constructive and professional manner to improve service standards
• Receive feedback in a professional manner
• Recognise and celebrate positive feedback/success

C4. Solve problems and deal with pressure in own area of responsibility

• Oversee the service to spot any issues that may impact on the guest experience and provide hands on support to resolve these
• Manage guest requirements, requests, feedback and complaints within own area of responsibility
• Escalate guest requirements, requests, feedback and complaints to line manager, if necessary

C5. Contribute to the recruitment of the team

• Work with line manager to identify recruitment needs for area under own supervision
• Provide input into the recruitment and selection process, as required

C6. Train and coach the team

• Support induction for the team and new members of the department
• Assist in conducting department training sessions
• Identify training needs of the team to meet professional and establishment standards
• Coach members of the team

C7. Contribute to planning and managing resources, within budget

• Understand the key costs related to own area of responsibility
• Demonstrate a working knowledge of the efficient use of materials and consumables
• Ensure stock levels are maintained to meet business requirements
• Ensure safe and secure storage of stock
• Supervise team to ensure timely completion of tasks
• Ensure service areas are always sufficiently staffed and equipped to deliver guest experience to the required standard

C8. Identify sustainable practices within a hospitality establishment

• Describe how the following could be applied in a hospitality establishment:
  
  Reducing waste
  Recycling waste/packaging
  Economic use of power and electricity
  Consideration of carbon footprint: the environmental impact of getting goods to the establishment (e.g., food miles)
  
  
• Identify any practices which are already applied/in place in own department or the establishment

ROLE SPECIFIC

R1. Demonstrate an understanding of own role and the role of own department

• Explain key activities that are part of own role
• Explain key activities of own department
• Describe how different departments within the establishment work together to deliver guest service
• Explain how own department contributes to the effective running of the establishment

R2. Ensure team delivers beverage service which meets establishment standards

• Demonstrate a working knowledge of the beverage department
• Check appearance of the team at the start and during service to ensure professional and establishment standards are upheld
• Ensure that the team observes guest etiquette
• Check that team understands the beverage menu content, any menu changes and promotional activities
• Supervise preparation for the service of beverage*
• Supervise table and bar service
• Undertake checks during service to ensure standard operating procedures are met
• Provide hands-on support for the team to ensure efficient beverage service
• Manage guest arrivals and departures to maximise occupancy of the dining and bar areas

*Beverage refers to alcoholic beverages and non-alcoholic beverages including water, soft and carbonated drinks, fruit or vegetable juices and hot drinks.

R3. Work with different departments to deliver beverage service which meets guest needs

• Work with colleagues in other departments to deliver guest service
• Support the work of other departments, in line with the requirements of the establishment
• Manage guest requests which have been escalated by the team

R4. Complete payment procedures

• Ensure that the team is ready to take payments
• Check that payment point and all materials required to take payments are available
• Prepare bills accurately
• Present the bill to guests
• Take payment including cash and cash equivalent*
• Assign payments to the appropriate account, if relevant (e.g., room service billing)
• Authorise payments which require supervisory approval
• Complete till handover or cashing up

*Cash equivalent refers to credit card, debit cards and vouchers.

R5. Promote the establishment’s offer to guests to help maximise sales

• Check that the team is aware of product and services which could be promoted to guests
• Identify appropriate opportunities to upsell and ensure the team does the same
• Engage with guests to upsell to help maximise sales
• Generate return visits
• Works with line manager to identify new ways to help maximise sales and/or profitability

R6. Maintain full compliance with legislation, health and safety requirements and by-laws related to own area of responsibility

• Demonstrate a working knowledge of current industry, legislative and company requirements and regulations related to own area of responsibility
• Check that the team completes all mandatory training
• Inform team of changes to requirements which are relevant to the beverage service
• Oversee beverage service within own area of responsibility to spot any non-compliance issues and take corrective action or escalate these to line manager, as required

R7. Demonstrate a working knowledge of technology, appropriate for own role

• Use technology based resources to carry out role, for example emails, handheld device and/or software and social media

PROFESSIONAL DEVELOPMENT

P1. Have an understanding of career pathways within the hospitality industry, including progression opportunities for current role

• Describe the structure of the establishment
• Describe the structure of the department
• Identify career opportunities within the hospitality industry
• Describe opportunities to progress from current role (i.e., next steps)

P2. Undertake a range of training or learning activities to acquire new or update existing skills and knowledge

• Identify training or learning needs* specific to own role
• Participate in training or learning activities*
• Provide evidence of training or learning undertaken

*Training or learning needs refers to the development of skills and knowledge related to hospitality which may include:

Product knowledge
Understanding of new developments, trends, IT systems and equipment
Changes to legal or industry regulations such as health and safety and food safety
Changes to establishment standards
Development of soft skills such as communication and teamwork.

*Training or learning activities refers to on-the-job training, workshops, seminars, conferences, courses, competitions and mentoring.

P3. Apply knowledge/skills gained from training or learning activities to improve working practice and evaluate outcome

• Identify opportunities to apply new knowledge/skills learnt
• Describe how new knowledge/skills learnt have been put into practice:

Changes made when operating in own role
Impact of the changes on own work
Impact of the changes on the work of the team

Skills required: Skills required to achieve a badge are shown in black bold font.

Examples: For each skill required, a range of examples are provided to illustrate how the relevant skill can be demonstrated. Examples are shown in red bullet points.

(Examples are a list of activities which are likely to be carried out when undertaking the role the badge relates to. The list of examples is not exhaustive. Individuals are not required to demonstrate every skill listed and there may be other relevant skills which are not listed, but can be accepted).

Definitions: Key terms, which are used to illustrate the skills required and/or the examples, carry an asterix* with a corresponding explanation shown in italics.

Note: Team at supervisory level refers to team members working under the guidance of the individual holding or applying for this badge.

CORE SKILLS

C1. Provide guest service

• Adhere to professional workplace standards
• Follow standards set by the restaurant
• Make guests feel welcome
• Anticipate guest needs
• Respond to guest requests
• Escalate issues/complaints to line manager, as required

C2. Set and monitor goals and targets

• Work with line manager to set goals and targets for the team
• Communicate goals and targets to the team
• Lead the team to perform the required duties and responsibilities to achieve goals and targets
• Monitor team’s performance against goals and targets
• Contribute to performance management for members of own team

C3. Supervise a team to deliver service standards

• Sets out daily activities for the team
• Conduct team briefings
• Check the grooming standard of the team on daily basis to ensure these meet professional standards and standards set by the restaurant
• Oversee activities undertaken by the team to ensure that standards, including SOPs, set by the restaurant are followed
• Maintain effective working relationship with the team, peers, line manager and line manager’s peers
• Deliver feedback to team members, peers and line managers in a constructive and professional manner to improve service standards
• Recognise and celebrate positive feedback/success

C4. Solve problems and deal with pressure in own area of responsibility

• Oversee the service to spot any issues that may impact on the guest experience and provide hands on support to resolve these
• Manage guest requirements, requests, feedback and complaints within own area of responsibility
• Escalate guest requirements, requests, feedback and complaints to line manager, if necessary

C5. Contribute to the recruitment of the team

• Work with line manager to identify recruitment needs for area under own supervision
• Provide input into the recruitment and selection process, as required

C6. Train and coach the team

• Support induction for the team and new members of department
• Assist in conducting department training sessions
• Identify training needs of the team to meet professional and restaurant standards
• Coach members of the team

C7. Contribute to planning and managing resources, within budget

• Understand the key costs related to own area of responsibility
• Demonstrate a working knowledge of the efficient use of materials and consumables
• Ensure stock levels are maintained to meet business requirements
• Ensure safe and secure storage of stock
• Supervise team to ensure timely completion of tasks
• Ensure service areas are always sufficiently staffed and equipped to deliver guest experience to the required standard

C8. Identify sustainable practices within a hospitality establishment

• Describe how the following could be applied in a hospitality establishment:

Reducing waste
Recycling waste/packaging
Economic use of power and electricity
Consideration of carbon footprint: the environmental impact of getting goods to the establishment (e.g., food miles)

• Identify any practices which are already applied/in place in own department or the establishment

ROLE SPECIFIC

R1. Demonstrate an understanding of own role and the role of own department

• Explain key activities that are part of own role
• Explain key activities of own department
• Describe how different departments within the restaurant work together to deliver guest service
• Explain how own department contributes to the effective running of the restaurant

R2. Ensure team delivers reception host service which meets restaurant standards

• Demonstrate a working knowledge of the reception operations
• Check team appearance at the start and during service to ensure professional and restaurant standards are upheld
• Ensure that the team observes guest etiquette
• Ensure restaurant front desk is sufficiently staffed to attend to guests
• Undertake regular checks to ensure service delivered meets standards set by the restaurant
• Provide hands-on support for the team to ensure efficient reception service
• Complete welcome and farewell process

R3. Act as a point of contact for guests

• Provide a visible presence to meet and greet guests
• Assist guests, as required
• Recognise regular and VIP guests and ensure that their special requirements are known
• Maintain knowledge of the local area current including points of interest, events, shopping and transport
• Share knowledge of the local area with the team
• Record and promptly resolve any guest incidents

R4. Work with different departments to deliver guest service

• Act as the main contact point for colleagues in other departments to deliver guest service
• Support the work of other departments, in line with the requirements of the restaurant
• Manage guest requests which have been escalated by the team
• Record and promptly resolve any guest incidents

R5. Demonstrate an in-depth knowledge of the restaurant to help maximise sales

• Maintain current knowledge of the restaurant’s products and services
• Update the team on changes to product and services
• Brief the team on promotional offers and special events
• Describe guest profile* of the restaurant and explains how it impacts on sales
• Spot opportunities to upsell across all departments

*Guest profile refers to the characteristics which describe the type of customers who visit the restaurant and which are used as a basis to make decisions concerning guest service. These characteristics may include information such as demographics, gender, age, ethnicity, religion, location, social background, income, buying patterns and the purpose of the visit.

R6. Maintain full compliance with legislation, health and safety requirements and by-laws related to own area of responsibility

• Demonstrate a working knowledge of current industry, legislative and company requirements and regulations related to own area of responsibility
• Check that the team completes all mandatory training
• Inform the team of changes to requirements which are relevant to reception operations
• Oversee reception service within own area of responsibility to spot any non-compliance issues and take corrective action or escalate these to line manager, as required

R7. Demonstrate a working knowledge of technology, appropriate for own role

• Use technology based resources to carry out role, for example emails, handheld device and/or software and social media

PROFESSIONAL DEVELOPMENT

P1. Have an understanding of career pathways within the hospitality industry, including progression opportunities for current role

• Describe the structure of the restaurant
• Describe the structure of the department
• Identify career opportunities within the hospitality industry
• Describe opportunities to progress from current role (i.e., next steps)

P2. Undertake a range of training or learning activities to acquire new or update existing skills and knowledge

• Identify training or learning needs* specific to own role
• Participate in training or learning activities*
• Provide evidence of training or learning undertaken

*Training or learning needs refers to the development of skills and knowledge related to hospitality which may include:

Product knowledge
Understanding of new developments, trends, IT systems and equipment
Changes to legal or industry regulations such as health and safety and food safety
Changes to establishment standards
Development of soft skills such as communication and teamwork.

*Training or learning activities refers to on-the-job training, workshops, seminars, conferences, courses, competitions and mentoring.

P3. Apply knowledge/skills gained from training or learning activities to improve working practice and evaluate outcome

• Identify opportunities to apply new knowledge/skills learnt
• Describe how new knowledge/skills learnt have been put into practice:
  
  Changes made when operating in own role
  Impact of the changes on own work
  Impact of the changes on the work of the team

Skills required: Skills required to achieve a badge are shown in black bold font.

Examples: For each skill required, a range of examples are provided to illustrate how the relevant skill can be demonstrated. Examples are shown in red bullet points.

(Examples are a list of activities which are likely to be carried out when undertaking the role the badge relates to. The list of examples is not exhaustive. Individuals are not required to demonstrate every skill listed and there may be other relevant skills which are not listed, but can be accepted).

Definitions: Key terms, which are used to illustrate the skills required and/or the examples, carry an asterix* with a corresponding explanation shown in italics.

Note: Team at supervisory level refers to team members working under the guidance of the individual holding or applying for this badge.

CORE SKILLS

C1. Provide guest service

• Adhere to professional workplace standards
• Follow standards set by the establishment
• Make guests feel welcome
• Anticipate guest needs
• Respond to guest requests
• Escalate issues/complaints to line manager, as required

C2. Set and monitor goals and targets

• Work with line manager to set goals and targets for the team
• Communicate goals and targets to the team
• Lead the team to perform the required duties and responsibilities to achieve goals and targets
• Monitor team’s performance against goals and targets
• Contribute to performance management for members of own team

C3. Supervise a team to deliver service standards

• Sets out daily activities for the team
• Conduct team briefings
• Check the grooming standard of the team on daily basis to ensure these meet professional standards and standards set by the establishment
• Oversee activities undertaken by the team to ensure that standards, including SOPs, set by the establishment are followed
• Maintain effective working relationship with team, peers, line manager and line manager’s peers
• Deliver feedback to the team members, peers and line manager in a constructive and professional manner to improve service standards
• Receive feedback in a professional manner
• Recognise and celebrate positive feedback/success

C4. Solve problems and deal with pressure in own area of responsibility

• Oversee the service to spot any issues that may impact on the guest experience and provide hands on support to resolve these
• Manage guest requirements, requests, feedback and complaints within own area of responsibility
• Escalate guest requirements, requests, feedback and complaints to line manager, if necessary

C5. Contribute to the recruitment of the team

• Work with line manager to identify recruitment needs for area under own supervision
• Provide input into the recruitment and selection process, as required

C6. Train and coach the team

• Support induction for the team and new members of the department
• Assist in conducting department training sessions
• Identify training needs of the team to meet professional and establishment standards
• Coach members of the team

C7. Contribute to planning and managing resources, within budget

• Understand the key costs related to own area of responsibility
• Demonstrate a working knowledge of the efficient use of materials and consumables
• Ensure stock levels are maintained to meet business requirements
• Ensure safe and secure storage of stock
• Supervise team to ensure timely completion of tasks
• Ensure service areas are always sufficiently staffed and equipped to deliver guest experience to the required standard

C8. Identify sustainable practices within a hospitality establishment

• Describe how the following could be applied in a hospitality establishment:
  Reducing waste
  Recycling waste/packaging
  Economic use of power and electricity
  Consideration of carbon footprint: the environmental impact of getting goods to the establishment (e.g., food miles)
  
  
• Identify any practices which are already applied/in place in own department or the establishment

ROLE SPECIFIC

R1. Demonstrate an understanding of own role and the role of own department

• Explain key activities that are part of own role
• Explain key activities of own department
• Describe how different departments within the establishment work together to deliver guest service
• Explain how own department contributes to the effective running of the establishment

R2. Ensure team delivers reception service which meets establishment standards

• Demonstrate a working knowledge of the reception operations
• Check team appearance at the start and during service to ensure professional and establishment standards are upheld
• Ensure that the team observes guest etiquette
• Ensure front desk is sufficiently staffed to attend to guests
• Undertake regular checks to ensure service delivered meets standards set by the establishment
• Provide hands-on support for the team to ensure efficient reception service
• Complete check-in/out process

R3. Oversee payment procedures

• Ensure team follows accurate billing procedures
• Take payment including cash and cash equivalent*

*Cash equivalent refers to credit card, debit cards and vouchers.

R4. Act as a point of contact for guests

• Provide a visible presence to meet and greet guests
• Assist guests, as required
• Recognise regular and VIP guests and ensure that their special requirements are known
• Maintain knowledge of the local area current including points of interest, events, shopping and transport
• Share knowledge of the local area with the team

R5. Work with different departments to deliver guest service

• Act as the main contact point for colleagues in other departments to deliver guest service
• Support the work of other departments, in line with the requirements of the restaurant
• Manage guest requests which have been escalated by the team
• Record and promptly resolve any guest incidents

R6. Demonstrate an in-depth knowledge of the establishment to help maximise sales

• Maintain current knowledge of the establishment’s products and services
• Update the team on changes to product and services
• Brief the team on promotional offers and special events
• Describe guest profile* of the establishment and explains how it impacts on sales
• Spot opportunities to upsell across all departments

*Guest profile refers to the characteristics which describe the type of customers who visit the establishment and which are used as a basis to make decisions concerning guest service. These characteristics may include information such as demographics, gender, age, ethnicity, religion, location, social background, income, buying patterns and the purpose of the visit.

R7. Maintain full compliance with legislation, health and safety requirements and by-laws related to own area of responsibility

• Demonstrate a working knowledge of current industry, legislative and company requirements and regulations related to own area of responsibility
• Check that the team completes all mandatory training
• Inform the team of changes to requirements which are relevant to reception operations
• Oversee reception service within own area of responsibility to spot any non-compliance issues and take corrective action or escalate these to line manager, as required

R8. Demonstrate a working knowledge of technology, appropriate for own role

• Use technology based resources to carry out role, for example emails, handheld device and/or software and social media

PROFESSIONAL DEVELOPMENT

P1. Have an understanding of career pathways within the hospitality industry, including progression opportunities for current role

• Describe the structure of the establishment
• Describe the structure of the department
• Identify career opportunities within the hospitality industry
• Describe opportunities to progress from current role (i.e., next steps)

P2. Undertake a range of training or learning activities to acquire new or update existing skills and knowledge

• Identify training or learning needs* specific to own role
• Participate in training or learning activities*
• Provide evidence of training or learning undertaken

*Training or learning needs refers to the development of skills and knowledge related to hospitality which may include:

Product knowledge
Understanding of new developments, trends, IT systems and equipment
Changes to legal or industry regulations such as health and safety and food safety
Changes to establishment standards
Development of soft skills such as communication and teamwork.

*Training or learning activities refers to on-the-job training, workshops, seminars, conferences, courses, competitions and mentoring.

P3. Apply knowledge/skills gained from training or learning activities to improve working practice and evaluate outcome

• Identify opportunities to apply new knowledge/skills learnt
• Describe how new knowledge/skills learnt have been put into practice:
  Changes made when operating in own role
  Impact of the changes on own work
  Impact of the changes on the work of the team

Skills required: Skills required to achieve a badge are shown in black bold font.

Examples: For each skill required, a range of examples are provided to illustrate how the relevant skill can be demonstrated. Examples are shown in red bullet points.

(Examples are a list of activities which are likely to be carried out when undertaking the role the badge relates to. The list of examples is not exhaustive. Individuals are not required to demonstrate every skill listed and there may be other relevant skills which are not listed, but can be accepted).

Definitions: Key terms, which are used to illustrate the skills required and/or the examples, carry an asterix* with a corresponding explanation shown in italics.

Note: Team at supervisory level refers to team members working under the guidance of the individual holding or applying for this badge.

CORE SKILLS

C1. Provide guest service

• Adhere to professional workplace standards
• Follow standards set by the establishment
• Make guests feel welcome
• Anticipate guest needs
• Respond to guest requests
• Escalate issues/complaints to line manager, as required

C2. Set and monitor goals and targets

• Work with line manager to set goals and targets for the team
• Communicate goals and targets to the team
• Lead the team to perform the required duties and responsibilities to achieve goals and targets
• Monitor team’s performance against goals and targets
• Contribute to performance management for members of own team

C3. Supervise a team to deliver service standards

• Sets out daily activities for the team
• Conduct team briefings
• Check the grooming standard of the team on daily basis to ensure these meet professional standards and standards set by the establishment
• Oversee activities undertaken by the team to ensure that standards, including SOPs, set by the establishment are followed
• Maintain effective working relationship with the team, peers, line manager and line manager’s peers
• Deliver feedback to team members, peers and line manager in a constructive and professional manner to improve service standards
• Receive feedback in a professional manner
• Recognise and celebrate positive feedback/success

C4. Solve problems and deal with pressure in own area of responsibility

• Oversee the service to spot any issues that may impact on the guest experience and provide hands on support to resolve these
• Manage guest requirements, requests, feedback and complaints within own area of responsibility
• Escalate guest requirements, requests, feedback and complaints to line manager, if necessary

C5. Contribute to the recruitment of the team

• Work with line manager to identify recruitment needs for area under own supervision
• Provide input into the recruitment and selection process, as required

C6. Train and coach the team

• Support induction for the team and new members of the department
• Assist in conducting department training sessions
• Identify training needs of the team to meet professional and establishment standards
• Coach members of the team

C7. Contribute to planning and managing resources, within budget

• Understand the key costs related to own area of responsibility
• Demonstrate a working knowledge of the efficient use of materials and consumables
• Ensure stock levels are maintained to meet business requirements
• Ensure safe and secure storage of stock
• Supervise team to ensure timely completion of tasks
• Ensure service areas are always sufficiently staffed and equipped to deliver guest experience to the required standard

C8. Identify sustainable practices within a hospitality establishment

• Describe how the following could be applied in a hospitality establishment:
  Reducing waste
  Recycling waste/packaging
  Economic use of power and electricity
  Consideration of carbon footprint: the environmental impact of getting goods to the establishment (e.g., food miles)

• Identify any practices which are already applied/in place in own department or the establishment

ROLE SPECIFIC

R1. Demonstrate an understanding of own role and the role of own department

• Explain key activities that are part of own role
• Explain key activities of own department
• Describe how different departments within the establishment work together to deliver guest service
• Explain how own department contributes to the effective running of the establishment

R2. Ensure team under own supervision delivers a housekeeping service which meets establishment standards

• Demonstrate a working knowledge of housekeeping operations
• Check the appearance of the team at the start and during service to ensure professional and establishment standards are upheld
• Ensure that the team observes guest etiquette
• Ensure sufficient stock is available for the team to undertake daily service
• Assign duties to the team
• Prioritise work activities as required by reception
• Work with the team to meet performance targets
• Ensure that the team logs maintenance issues, incidents and guest issues
• Ensure that the team follows property specific procedures for handling emergency situations (e.g. evacuations, medical emergencies, natural disasters and lost property)

R3. Inspect the work of the team to ensure it meets establishment standards

• Carry out checks on rooms and public places serviced by the team and take corrective actions if standards are not met
• Provide feedback to members of the team

R4. Work with different departments to deliver guest service

• Work with colleagues in other departments to deliver guest service
• Support the work of other departments, in line with the requirements of the establishment
• Work with front of house to ensure rooms are ready for guests on arrivals
• Manage guest requests which have been escalated by other departments
• Record and resolve any incidents related to housekeeping
• Log and resolve maintenance issues

R5. Control housekeeping supplies

• Take periodic inventories of housekeeping stock and equipment
• Monitor and control housekeeping resources against budget
  Notify line manager of the need for replacement stock

R6. Maintain full compliance with legislation, health and safety requirements and by-laws related to own area of responsibility

• Demonstrate a working knowledge of current industry, legislative and company requirements and regulations related to own area of responsibility
• Check that the team completes all mandatory training
• Inform the team of changes to requirements which are relevant to housekeeping operations
• Oversee housekeeping service within own area of responsibility to spot any non-compliance issues and take corrective action or escalate these to line manager, as required

R7. Demonstrate a working knowledge of technology, appropriate for own role

• Use technology based resources to carry out role, for example emails, handheld device and/or software and social media

PROFESSIONAL DEVELOPMENT

P1. Have an understanding of career pathways within the hospitality industry, including progression opportunities for current role

• Describe the structure of the establishment
• Describe the structure of the department
• Identify career opportunities within the hospitality industry
• Describe opportunities to progress from current role (i.e., next steps)

P2. Undertake a range of training or learning activities to acquire new or update existing skills and knowledge

• Identify training or learning needs* specific to own role
• Participate in training or learning activities*
• Provide evidence of training or learning undertaken

*Training or learning needs refers to the development of skills and knowledge related to hospitality which may include:

Product knowledge
Understanding of new developments, trends, IT systems and equipment
Changes to legal or industry regulations such as health and safety and food safety
Changes to establishment standards
Development of soft skills such as communication and teamwork.

*Training or learning activities refers to on-the-job training, workshops, seminars, conferences, courses, competitions and mentoring.

P3. Apply knowledge/skills gained from training or learning activities to improve working practice and evaluate outcome

• Identify opportunities to apply new knowledge/skills learnt
• Describe how new knowledge/skills learnt have been put into practice:
  Changes made when operating in own role
  Impact of the changes on own work
  Impact of the changes on the work of the team

Skills required: Skills required to achieve a badge are shown in black bold font.

Examples: For each skill required, a range of examples are provided to illustrate how the relevant skill can be demonstrated. Examples are shown in red bullet points.

(Examples are a list of activities which are likely to be carried out when undertaking the role the badge relates to. The list of examples is not exhaustive. Individuals are not required to demonstrate every skill listed and there may be other relevant skills which are not listed, but can be accepted).

Definitions: Key terms, which are used to illustrate the skills required and/or the examples, carry an asterix* with a corresponding explanation shown in italics.

Note: Team at managerial level refers to team members working under the direction/guidance of the individual holding or applying for this badge.

CORE SKILLS

C1. Support the delivery of revenue strategy to achieve set goals

• Provide input into strategic decisions to inform the revenue plan for the department
• Support line manager to develop the department revenue plan
• Support the delivery of operational projects underpinning the department revenue plan, within budget and on time

C2. Set and monitor targets

• Translate the department revenue plan into targets and action plans for own team
• Communicate targets and action plans to the team
• Monitor the performance of the team against targets and action plans
• Take corrective action, as necessary, to ensure targets are met

C3. Lead and manage a team (or teams) to deliver service standards

• Set objectives to achieve team goals
• Supervise the day-to-day operations of own area of responsibility through a team of supervisors
• Conduct team meetings/briefings
• Conduct performance review for members of own team
• Support line manager on personnel actions such as performance issues, disciplinary actions and terminations
• Maintain effective working relationship with members of own team, peers, line manager and line manager’s peers

C4. Provide guest service

• Manage and coordinate all activities within own area to provide guest service
• Monitor service quality and efficiency daily and make suggestions for improvements
• Respond to guest comments and feedback and escalate these, as necessary
• Formulate and implement solutions to address problem areas within own area of responsibility
• Highlight problem areas to line manager and make recommendations for improvements in service
• Deliver training or arrange for training to be delivered to address problem areas, as necessary

C5. Solve problems and deal with pressure effectively in own area of responsibility

• Identify potential service issues and guest complaints and address these pro-actively
• Be available on the floor to assist team(s) to deal with any issues or problems
• Resolve operational issues or problems which may impact on guest experience
• Manage guest requirements and complaints which have been escalated

C6. Recruit staff

• Identify recruitment needs for own team(s)
• Screen applicants
• Conduct interviews
• Select staff for own team(s)
• Monitor the retention and turnover of staff

C7. Train and develop team(s)

• Deliver induction to new staff
• Conduct department training sessions
• Train team(s) to meet restaurant/restaurant outlet standards
• Identify individual training needs of own team(s) and allocate appropriate training
• Support the development of members of own team(s) to help them progress
• Coach members of own team(s)

C8. Manage finances

• Contribute to the development of the department financial plan
• Monitor financial performance
• Plan and control operational budgets and costs for the department
• Contribute to driving sales to achieve department revenue targets
• Take corrective actions within own area of responsibility, as required, to ensure financial targets are met

C9. Plan and manage resources, within budget

• Help drive efficiencies for the department:
  
  -Manage own team(s) (organising staff rotas, work shifts and in-house training)
  -Contribute to managing and overseeing daily requirements
  -Manage stock and storage
  -Check equipment is safe to use and in good working order
  -Ensure safe and secure storage of stock and/or equipment
  -Arrange for maintenance of equipment, as necessary

C10. Promote sustainable practices

• Describe how sustainable practices can impact on a hospitality establishment:
  
  Reducing waste
  Recycling waste/packaging
  Economic use of power and electricity
  Consideration of carbon footprint: the environmental impact of getting goods to the establishment (e.g., food miles)

ROLE SPECIFIC

R1. Demonstrate an understanding of own role and role of own department(s)

• Explain key activities that are part of own role
• Describe how different teams within and outside the department work together to deliver guest service
• Explain how the restaurant/restaurant outlet contributes to the effective running of the establishment

R2. Manage food and beverage service within the restaurant/restaurant outlet

• Check reservations for daily requirements, including guest numbers and any special requirements
• Plan staffing, resources and the service flow to ensure that daily requirements can be met
• Work with direct reports to make sure the food and beverage area is ready for service
• Oversee the food and beverage service to ensure that the service meets standards set by establishment
• Conduct spot checks during service to identify potential service issues to maintain service standards
• Manage staffing levels in accordance with the flow of guests, including daily and seasonal fluctuations
• Manage issues that may arise during service to ensure guest satisfaction
• Maintain a clear log of maintenance, incidents, guest issues and shift handovers
• Ensure that the team follows property specific procedures for handling emergency situations (e.g. evacuations, medical emergencies, natural disasters and lost property)

R3. Works across different departments to enable the effective delivery of food and beverage service

• Maintain day-to-day relationship with departments whose work can impact on the food and beverage service - such departments may include kitchen, bar and, for hotels, front of house and/or housekeeping
• Check daily and special requirements for the food and beverage service and identify those which need or may need cross-department support
• Notify relevant departments of known daily and special requirements and work with them to agree support to be provided for the food and beverage service
• Respond to unexpected cross-department requirements or business needs for food and beverage service by liaising with relevant departments and by coordinating suitable actions with those departments
• Identify areas for more effective cross-department working practices and make recommendations for improvements to line manager

R4. Drive new business and ideas to maintain and improve the competitive value/differentiation of the restaurant/restaurant outlet

• Explain how the restaurant/restaurant outlet contributes to the financial performance and profitability of the establishment
• Identify guest* and establishment profile* and explain how they impact on the financial performance and profitability of the restaurant/restaurant outlet
• Monitor trends, including competitor trends, to make recommendations to line manager for opportunities which can help drive business
• Evaluate levels of guest satisfaction and monitor trends to make recommendations for continuous improvements to line manager
• Consider issues outside the department, such as sustainability (under-utilised products, local product, local trends, events, seasonality etc), to help improve the profitability of the restaurant/restaurant outlet

*Guest profile refers to the characteristics which describe the type of customers who visit the establishment and which are used as a basis to make decisions concerning guest service. These characteristics may include information such as demographics, gender, age, ethnicity, religion, location, social background, income, buying patterns and the purpose of the visit.

*Establishment profile refers to characteristics of the establishment including location, guest profile, style of décor and service.

R5. Maintain full compliance with legislation, health and safety requirements and by-laws relevant to own area of responsibility

• Ensure the food and beverage area operates in a way which meets relevant and current industry, legislative and company requirements and regulations
• Ensure that the food and beverage team completes all mandatory training
• Provide updates on changes to relevant legislation, requirements and by-laws to the team
• Work with direct reports to identify any non-compliance issues and take corrective actions or escalate these to line manager, as necessary

R6. Demonstrate a working knowledge of technology, appropriate for own role

• Demonstrate a competent use of IT systems related to food and beverage service
• Use software to run management reports including reservations, staff costs, sales figures and inventories
• Use reports to make future management decisions for the food and beverage area
• Use social media to monitor guest feedback
• Use social media to respond to guest feedback, as appropriate
• Use technology enabled devices to carry out research to find out about new trends, ideas, service techniques and styles

PROFESSIONAL DEVELOPMENT

P1. Demonstrate knowledge of career pathways within the hospitality industry, including progression opportunities for current role

• Describe the structure of the restaurant
• Identify key links between own and other departments
• Describe the structure of own department
• Identify career opportunities within the hospitality industry
• Describe opportunities to progress from current role (i.e., next steps)
  
  

P2. Undertake a range of training or learning activities to acquire new or update existing skills and knowledge

• Identify training or learning needs* specific to own role
• Participate in training or learning activities*
• Provide evidence of training or learning undertaken

*Training or learning needs refers to the development of skills and knowledge related to hospitality which may include:

Product knowledge
Understanding of new developments, trends, IT systems and equipment
Changes to legal or industry regulations such as health and safety and food safety
Changes to establishment standards
Development of soft skills such as communication and teamwork.

*Training or learning activities refers to on-the-job training, workshops, seminars, conferences, courses, competitions and mentoring.

P3. Apply knowledge/ skills gained from training or learning activities to

Improve own working practices
Improve working practices of the team

• Identify opportunities to apply new knowledge/skills learnt
• Describe how new knowledge/skills learnt have been put into practice:
  -Changes made to operating in own role and the impact of the changes
  -Changes made to the way in which the team works and the impact of the changes
• Make recommendations for changes to the way in which the team works with other teams, within or outside the department

Skills required: Skills required to achieve a badge are shown in black bold font.

Examples: For each skill required, a range of examples are provided to illustrate how the relevant skill can be demonstrated. Examples are shown in red bullet points.

(Examples are a list of activities which are likely to be carried out when undertaking the role the badge relates to. The list of examples is not exhaustive. Individuals are not required to demonstrate every skill listed and there may be other relevant skills which are not listed, but can be accepted).

Definitions: Key terms, which are used to illustrate the skills required and/or the examples, carry an asterix* with a corresponding explanation shown in italics.

Note: Team at managerial level refers to team members working under the direction/guidance of the individual holding or applying for this badge.

CORE SKILLS

C1. Support the delivery of revenue strategy to achieve set goals

• Provide input into strategic decisions to inform the revenue plan for the department
• Support line manager to develop the department revenue plan
• Support the delivery of operational projects underpinning the department revenue plan, within budget and on time

C2. Set and monitor targets

• Translate the department revenue plan into targets and action plans for own team
• Communicate targets and action plans to the team
• Monitor the performance of the team against targets and action plans
• Take corrective action, as necessary, to ensure targets are met

C3. Lead and manage a team (or teams) to deliver service standards

• Set objectives to achieve team goals
• Supervise the day-to-day operations of own area of responsibility through a team of supervisors
• Conduct team meetings/briefings
• Conduct performance review for members of own team
• Support line manager on personnel actions such as performance issues, disciplinary actions and terminations
• Maintain effective working relationship with members of own team, peers, line manager and line manager’s peers

C4. Provide guest service

• Manage and coordinate all activities within own area to provide guest service
• Monitor service quality and efficiency daily and make suggestions for improvements
• Respond to guest comments and feedback and escalate these, as necessary
• Formulate and implement solutions to address problem areas within own area of responsibility
• Highlight problem areas to line manager and make recommendations for improvements in service
• Deliver training or arrange for training to be delivered to address problem areas, as necessary

C5. Solve problems and deal with pressure effectively in own area of responsibility

• Identify potential service issues and guest complaints and address these pro-actively
• Be available on the floor to assist team(s) to deal with any issues or problems
• Resolve operational issues or problems which may impact on guest experience
• Manage guest requirements and complaints which have been escalated

C6. Recruit staff

• Identify recruitment needs for own team(s)
• Screen applicants
• Conduct interviews
• Select staff for own team(s)
• Monitor the retention and turnover of staff

C7. Train and develop team(s)

• Deliver induction for the members and new members of the department
• Conduct department training sessions
• Train team(s) to meet establishment standards
• Identify individual training needs of own team(s) and allocate appropriate training
• Support the development of members of own team(s) to help them progress
• Coach members of own team(s)

C8. Manage finances

• Contribute to the development of the department financial plan
• Monitor financial performance
• Plan and control operational budgets and costs for the department
• Contribute to driving sales to achieve department revenue targets
• Take corrective actions within own area of responsibility, as required, to ensure financial targets are met

C9. Plan and manage resources, within budget

• Help drive efficiencies for the department:
  - Manage own team(s) (organising staff rotas, work shifts and in-house training)
  - Contribute to managing and overseeing daily requirements
  - Manage stock and storage
  - Check equipment is safe to use and in good working order
  - Ensure safe and secure storage of stock and/or equipment
  - Arrange for maintenance of equipment, as necessary

C10. Promote sustainable practices

• Describe how sustainable practices can impact on a hospitality establishment:
  - Reducing waste
  - Recycling waste/packaging
  - Economic use of power and electricity
  - Consideration of carbon footprint: the environmental impact of getting goods to the establishment (e.g., food miles)

ROLE SPECIFIC

R1. Demonstrate an understanding of own role and role of own department(s)

• Explain key activities that are part of own role
• Describe how different teams within and outside the department work together to deliver guest service
• Explain how the bar/restaurant/restaurant outlet contributes to the effective running of the establishment

R2. Manage beverage service within the beverage area

• Check daily requirements, including guest numbers and any special requirements
• Plan staffing, resources and the service flow to ensure that daily requirements can be met
• Work with direct reports to make sure the beverage area is ready for service
• Oversee the beverage service to ensure that the service meets standards set by establishment
• Conduct spot checks during service to identify potential service issues to maintain service standards
• Manage staffing levels in accordance with the flow of guests, including daily and seasonal fluctuations
• Manage issues that may arise during service to ensure guest satisfaction

R3. Works across different departments to enable the effective delivery of beverage service

• Maintain day-to-day relationship with departments whose work can impact on the beverage service - such departments may include kitchen, restaurant and, for hotels, front of house and/or house keeping
• Check daily and special requirements for the beverage service and identify those which need or may need cross-department support
• Respond to unexpected cross-department requirements or business needs for the beverage service by liaising with relevant departments and by coordinating suitable actions with those departments
• Identify areas for more effective cross-department working practices and make recommendations for improvements to line manager

R4. Drive new business and ideas to maintain and improve the competitive value/differentiation of the beverage area

• Explain how the beverage area contributes to the financial performance and profitability of the establishment
• Identify guest* and establishment profile* and explain how they impact on the financial performance and profitability of the beverage area
• Monitor trends, including competitor trends, to make recommendations to line manager for opportunities which can help drive business
• Evaluate levels of guest satisfaction and monitor trends to make recommendations for continuous improvements to line manager
• Consider issues outside the department, such as sustainability (under-utilised products, local product, local trends, event, seasonality etc), to help improve the profitability of beverage area

*Guest profile refers to the characteristics which describe the type of customers who visit the establishment and which are used as a basis to make decisions concerning guest service. These characteristics may include information such as demographics, gender, age, ethnicity, religion, location, social background, income, buying patterns and the purpose of the visit.

*Establishment profile refers to characteristics of the establishment including location, guest profile, style of décor and service.

R5. Maintain full compliance with legislation, health and safety requirements and by-laws relevant to own area of responsibility

• Ensure beverage area operates in a way which meets relevant and current industry, legislative and company requirements and regulations
• Ensure that the beverage team completes all mandatory training
• Provide updates on changes to relevant legislation, requirements and by-laws to the team
• Work with direct reports to identify any non-compliance issues and take corrective actions or escalate these to line manager, as necessary

R6. Demonstrate a working knowledge of technology, appropriate for own role

• Demonstrate a competent use of IT systems related to beverage service
• Use software to run management reports including staff costs, sales figures and inventories
• Use reports to make future management decisions for the beverage area
• Use social media to monitor guest feedback
• Use social media to respond to guest feedback, as appropriate
• Use technology enabled devices to carry out research to find out about new trends, ideas, service techniques and styles

PROFESSIONAL DEVELOPMENT

P1. Demonstrate knowledge of career pathways within the hospitality industry, including progression opportunities for current role

• Describe the structure of the establishment
• Identify key links between own and other departments
• Describe the structure of own department
• Identify career opportunities within the hospitality industry
• Describe opportunities to progress from current role (i.e., next steps)

P2. Undertake a range of training or learning activities to acquire new or update existing skills and knowledge

• Identify training or learning needs* specific to own role
• Participate in training or learning activities*
• Provide evidence of training or learning undertaken

*Training or learning needs refers to the development of skills and knowledge related to hospitality which may include:

Product knowledge
Understanding of new developments, trends, IT systems and equipment
Changes to legal or industry regulations such as health and safety and food safety
Changes to establishment standards
Development of soft skills such as communication and teamwork.

*Training or learning activities refers to on-the-job training, workshops, seminars, conferences, courses, competitions and mentoring.

P3. Apply knowledge/ skills gained from training or learning activities to

Improve own working practices
Improve working practices of the team

• Identify opportunities to apply new knowledge/skills learnt
• Describe how new knowledge/skills learnt have been put into practice:
  - Changes made to operating in own role and the impact of the changes
  - Changes made to the way in which the team works and the impact of the changes
• Make recommendations for changes to the way in which the team works with other teams, within or outside the department

Skills required: Skills required to achieve a badge are shown in black bold font.

Examples: For each skill required, a range of examples are provided to illustrate how the relevant skill can be demonstrated. Examples are shown in red bullet points.

(Examples are a list of activities which are likely to be carried out when undertaking the role the badge relates to. The list of examples is not exhaustive. Individuals are not required to demonstrate every skill listed and there may be other relevant skills which are not listed, but can be accepted).

Definitions: Key terms, which are used to illustrate the skills required and/or the examples, carry an asterix* with a corresponding explanation shown in italics.

Note: Team at managerial level refers to team members working under the direction/guidance of the individual holding or applying for this badge.

CORE SKILLS

C1. Support the delivery of revenue strategy to achieve set goals

• Provide input into strategic decisions to inform the revenue plan for the department
• Support line manager to develop the department revenue plan
• Support the delivery of operational projects underpinning the department revenue plan, within budget and on time

C2. Set and monitor targets

• Translate the department revenue plan into targets and action plans for own team
• Communicate targets and action plans to the team
• Monitor the performance of the team against targets and action plans
• Take corrective action, as necessary, to ensure targets are met

C3. Lead and manage a team (or teams) to deliver service standards

• Set objectives to achieve team goals
• Supervise the day-to-day operations of own area of responsibility through a team of supervisors
• Conduct team meetings/briefings
• Conduct performance review for members of own team
• Support line manager on personnel actions such as performance issues, disciplinary actions and terminations
• Maintain effective working relationship with members of own team, peers, line manager and line manager’s peers

C4. Provide guest service

• Manage and coordinate all activities within own area to provide guest service
• Monitor service quality and efficiency daily and make suggestions for improvements
• Respond to guest comments and feedback and escalate these, as necessary
• Formulate and implement solutions to address problem areas within own area of responsibility
• Highlight problem areas to line manager and make recommendations for improvements in service
• Deliver training or arrange for training to be delivered to address problem areas, as necessary

C5. Solve problems and deal with pressure effectively in own area of responsibility

• Identify potential service issues and guest complaints and address these pro-actively
• Be available on the floor to assist team(s) to deal with any issues or problems
• Resolve operational issues or problems which may impact on guest experience
• Manage guest requirements and complaints which have been escalated

C6. Recruit staff

• Identify recruitment needs for own team(s)
• Screen applicants
• Conduct interviews
• Select staff for own team(s)
• Monitor the retention and turnover of staff

C7. Train and develop team(s)

• Deliver induction for the members and new members of the department
• Conduct department training sessions
• Train team(s) to meet establishment standards
• Identify individual training needs of own team(s) and allocate appropriate training
• Support the development of members of own team(s) to help them progress
• Coach members of own team(s)

C8. Manage finances

• Contribute to the development of the department financial plan
• Monitor financial performance
• Plan and control operational budgets and costs for the department
• Contribute to driving sales to achieve department revenue targets
• Take corrective actions within own area of responsibility, as required, to ensure financial targets are met

C9. Plan and manage resources, within budget

• Help drive efficiencies for the department:
  - Manage own team(s) (organising staff rotas, work shifts and in-house training)
  - Contribute to managing and overseeing daily requirements
  - Manage stock and storage
  - Check equipment is safe to use and in good working order
  - Ensure safe and secure storage of stock and/or equipment
  - Arrange for maintenance of equipment, as necessary

C10. Promote sustainable practices

• Describe how sustainable practices can impact on a hospitality establishment:
  - Reducing waste
  - Recycling waste/packaging
  - Economic use of power and electricity
  - Consideration of carbon footprint: the environmental impact of getting goods to the establishment (e.g., food miles)

ROLE SPECIFIC

R1. Demonstrate an understanding of own role and role of own department(s)

• Explain key activities that are part of own role
• Describe how different teams within and outside the department work together to deliver guest service
• Explain how the reception service contributes to the effective running of the establishment

R2. Manage reception service within front of house area

• Check reservations for daily requirements, including guest numbers and any special requirements,
• Plan staffing and resources to ensure that daily requirements can be met
• Work with direct reports to make sure the reception area is ready for service
• Oversee the reception service to ensure the service meets standards set by establishment
• Ensure that the team maintains current local and regional knowledge, including events, directions, cinemas, theatres, restaurants, bars, transport and tourist attractions
• Conduct spot checks during service to identify potential service issues to maintain service standards
• Manage staffing levels in accordance with the flow of guests, including daily and seasonal fluctuations
• Manage issues that may arise during service to ensure guest satisfaction

R3. Works across different departments to enable effective guest service

• Maintain day-to-day relationship with departments whose work can impact on guest service - such departments may include kitchen, food and beverage service and, for hotels, housekeeping
• Check daily and special requirements and identify those which need or may need cross-department support
• Notify relevant departments of known daily and special requirements and work with them to agree support to be provided for the guests
• Respond to unexpected cross-department requirements or business needs by liaising with relevant departments and by coordinating suitable actions with those departments
• Identify areas for more effective cross-department working practices and make recommendations for improvements to line manager

R4. Drive new business and ideas to maintain and improve the competitive value/differentiation of the establishment

• Explain how the front of house contributes to the financial performance and profitability of the establishment
• Identify guest* and establishment profile* and explain how they impact on the financial performance and profitability of the establishment
• Make recommendations on the promotion of products and services of the establishment to help maximise sales
• Monitor trends and external events to make recommendations to line manager for opportunities which can help drive business
• Evaluate levels of guest satisfaction and monitor trends to make recommendations for continuous improvements to line manager

*Guest profile refers to the characteristics which describe the type of customers who visit the establishment and which are used as a basis to make decisions concerning guest service. These characteristics may include information such as demographics, gender, age, ethnicity, religion, location, social background, income, buying patterns and the purpose of the visit.

*Establishment profile refers to characteristics of the establishment including location, guest profile, style of décor and service.

R5. Maintain full compliance with legislation, health and safety requirements and by-laws relevant to own area of responsibility

• Ensure the front of house operates in a way which meets relevant and current industry, legislative and company requirements and regulations
• Ensure that the reception team completes all mandatory training
• Provide updates on changes to relevant legislation, requirements and by-laws to the team
• Work with direct reports to identify any non-compliance issues and take corrective actions or escalate these to line manager, as necessary

R6. Demonstrate a working knowledge of technology, appropriate to own role

• Demonstrate a competent use of IT systems related to front of house service
• Use software to run management reports including reservations, occupancy rates, staff costs and sales figures
• Use reports to make future management decisions for front of house operations
• Use social media to monitor guest feedback
• Use social media to respond to guest feedback, as appropriate
• Use technology enabled devices to carry out research to find out about events, new trends and ideas

PROFESSIONAL DEVELOPMENT

P1. Demonstrate knowledge of career pathways within the hospitality industry, including progression opportunities for current role

• Describe the structure of the establishment
• Identify key links between own and other departments
• Describe the structure of own department
• Identify career opportunities within the hospitality industry
• Describe opportunities to progress from current role (i.e., next steps)

P2. Undertake a range of training or learning activities to acquire new or update existing skills and knowledge

• Identify training or learning needs* specific to own role
• Participate in training or learning activities*
• Provide evidence of training or learning undertaken

*Training or learning needs refers to the development of skills and knowledge related to hospitality which may include:

Product knowledge
Understanding of new developments, trends, IT systems and equipment
Changes to legal or industry regulations such as health and safety and food safety
Changes to establishment standards
Development of soft skills such as communication and teamwork.

*Training or learning activities refers to on-the-job training, workshops, seminars, conferences, courses, competitions and mentoring.

P3. Apply knowledge/ skills gained from training or learning activities to

Improve own working practices
Improve working practices of the team

• Identify opportunities to apply new knowledge/skills learnt
• Describe how new knowledge/skills learnt have been put into practice:
  - Changes made to operating in own role and the impact of the changes
  - Changes made to the way in which the team works and the impact of the changes
• Make recommendations for changes to the way in which the team works with other teams, within or outside the department

Skills required: Skills required to achieve a badge are shown in black bold font.

Examples: For each skill required, a range of examples are provided to illustrate how the relevant skill can be demonstrated. Examples are shown in red bullet points.

(Examples are a list of activities which are likely to be carried out when undertaking the role the badge relates to. The list of examples is not exhaustive. Individuals are not required to demonstrate every skill listed and there may be other relevant skills which are not listed, but can be accepted).

Definitions: Key terms, which are used to illustrate the skills required and/or the examples, carry an asterix* with a corresponding explanation shown in italics.

Note: Team at managerial level refers to team members working under the direction/guidance of the individual holding or applying for this badge.

CORE SKILLS

C1. Support the delivery of revenue strategy to achieve set goals

• Provide input into strategic decisions to inform the revenue plan for the department
• Support line manager to develop the department revenue plan
• Support the delivery of operational projects underpinning the department revenue plan, within budget and on time

C2. Set and monitor targets

• Translate the department revenue plan into targets and action plans for own team
• Communicate targets and action plans to the team
• Monitor the performance of the team against targets and action plans
• Take corrective action, as necessary, to ensure targets are met

C3. Lead and manage a team (or teams) to deliver service standards

• Set objectives to achieve team goals
• Supervise the day-to-day operations of own area of responsibility through a team of supervisors
• Conduct team meetings/briefings
• Conduct performance review for members of own team
• Support line manager on personnel actions such as performance issues, disciplinary actions and terminations
• Maintain effective working relationship with members of own team, peers, line manager and line manager’s peers

C4. Provide guest service

• Manage and coordinate all activities within own area to provide guest service
• Monitor service quality and efficiency daily and make suggestions for improvements
• Respond to guest comments and feedback and escalate these, if necessary
• Formulate and implement solutions to address problem areas within own area of responsibility
• Highlight problem areas to line manager and make recommendations for improvements in service
• Deliver training or arrange for training to be delivered to address problem areas, as necessary

C5. Solve problems and deal with pressure effectively in own area of responsibility

• Identify potential service issues and guest complaints and address these pro-actively
• Be available on the floor to assist team(s) to deal with any issues or problems
• Resolve operational issues or problems which may impact on guest experience
• Manage guest requirements and complaints which have been escalated

C6. Recruit staff

• Identify recruitment needs for own team(s)
• Screen applicants
• Conduct interviews
• Select staff for own team(s)
• Monitor the retention and turnover of staff

C7. Train and develop team(s)

• Deliver induction for the members and new members of the department
• Conduct department training sessions
• Train team(s) to meet establishment standards
• Identify individual training needs of own team(s) and allocate appropriate training
• Support the development of members of own team(s) to help them progress
• Coach members of own team(s)

C8. Manage finances

• Contribute to the development of the department financial plan
• Monitor financial performance
• Plan and control operational budgets and costs for the department
• Contribute to driving sales to achieve department revenue targets
• Take corrective actions within own area of responsibility, as required, to ensure financial targets are met

C9. Plan and manage resources, within budget

• Help drive efficiencies for the department:
  - Manage own team(s) (organising staff rotas, work shifts and in-house training)
  - Contribute to managing and overseeing daily requirements
  - Manage stock and storage
  - Check equipment is safe to use and in good working order
  - Ensure safe and secure storage of stock and/or equipment
  - Arrange for maintenance of equipment, as necessary

C10. Promote sustainable practices

• Describe how sustainable practices can impact on a hospitality establishment:
  - Reducing waste
  - Recycling waste/packaging
  - Economic use of power and electricity
  - Consideration of carbon footprint: the environmental impact of getting goods to the establishment (e.g., food miles)

ROLE SPECIFIC

R1. Demonstrate an understanding of own role and role of own department(s)

• Explain key activities that are part of own role
• Describe how different teams within and outside the department work together to deliver guest service
• Explain how the housekeeping service contribute to the effective running of the establishment

R2. Manage housekeeping services

• Check reservations for room occupancy and any special requirements and plan staffing and resources accordingly
• Work with direct reports to make sure that the housekeeping team is ready to service rooms and public areas
• Oversee housekeeping service to ensure the service meets standards set by establishment
• Conduct routine checks on rooms and public areas serviced to identify potential issues to maintain service standards
• Manage staffing levels in accordance with daily requirements and seasonal fluctuations
• Manage issues that may arise during service to ensure guest satisfaction
• Maintain a clear log of maintenance, incidents, guest issues and shift handovers
• Ensure that the team follows property specific procedures for handling emergency situations (e.g. evacuations, medical emergencies, natural disasters and lost property)

R3. Works across different departments to enable the effective housekeeping service

• Maintain day-to-day relationship with departments whose work can impact on the housekeeping service - such departments may include front of house, maintenance/engineering, food and beverage service and kitchen
• Check daily and special requirements and identify those which need or may need cross-department support
• Notify the maintenance department of any repairs and/or maintenance required to rooms or public areas
• Respond to unexpected cross-department requirements or business needs by liaising with relevant departments and by coordinating suitable actions with those departments
• Identify areas for more effective cross-department working practices and make recommendations for improvements to line manager

R4. Drive new business and ideas to maintain and improve the competitive value/differentiation of the establishment

• Explain how the housekeeping department contributes to the financial performance and profitability of the establishment
• Identify guest* and establishment profile* and explain how they impact on the financial performance and profitability of the establishment
• Monitor trends, including competitor trends, to make recommendations to line manager for opportunities which can help drive business
• Evaluate levels of guest satisfaction and monitor trends to make recommendations for continuous improvements to line manager
• Consider issues outside the department, such as sustainability (under-utilised products, local product, local trends, event, seasonality etc), to help improve the profitability of establishment

*Guest profile refers to the characteristics which describe the type of customers who visit the establishment and which are used as a basis to make decisions concerning guest service. These characteristics may include information such as demographics, gender, age, ethnicity, religion, location, social background, income, buying patterns and the purpose of the visit.

*Establishment profile refers to characteristics of the establishment including location, guest profile, style of décor and service.

R5. Maintain full compliance with legislation, health and safety requirements and by-laws relevant to own area of responsibility

• Ensure housekeeping operates in a way which meets relevant and current industry, legislative and company requirements and regulations
• Ensure that the housekeeping team completes all mandatory training
• Provide updates on changes to relevant legislation, requirements and by-laws to the team
• Work with direct reports to identify any non-compliance issues and take corrective actions or escalate these to line manager, as necessary

R6. Demonstrate a working knowledge of technology, appropriate to own role

• Demonstrate a competent use of IT systems related to housekeeping service
• Use software to run management reports including reservations, occupancy, staff costs, sales figures and inventories
• Use reports to make future management decisions for the housekeeping service
• Use social media to monitor guest feedback
• Use social media to respond to guest feedback, as appropriate
• Use technology enabled devices to carry out research to find out about new trends, ideas and products

PROFESSIONAL DEVELOPMENT

P1. Demonstrate knowledge of career pathways within the hospitality industry, including progression opportunities for current role

• Describe the structure of the establishment
• Identify key links between own and other departments
• Describe the structure of own department
• Identify career opportunities within the hospitality industry
• Describe opportunities to progress from current role (i.e., next steps)

P2. Undertake a range of training or learning activities to acquire new or update existing skills and knowledge

• Identify training or learning needs* specific to own role
• Participate in training or learning activities*
• Provide evidence of training or learning undertaken

*Training or learning needs refers to the development of skills and knowledge related to hospitality which may include: 

Product knowledge
Understanding of new developments, trends, IT systems and equipment
Changes to legal or industry regulations such as health and safety and food safety
Changes to establishment standards
Development of soft skills such as communication and teamwork.

*Training or learning activities refers to on-the-job training, workshops, seminars, conferences, courses, competitions and mentoring.

P3. Apply knowledge/ skills gained from training or learning activities to

Improve own working practices
Improve working practices of the team

• Identify opportunities to apply new knowledge/skills learnt
• Describe how new knowledge/skills learnt have been put into practice:
  - Changes made to operating in own role and the impact of the changes
  - Changes made to the way in which the team works and the impact of the changes
• Make recommendations for changes to the way in which the team works with other teams, within or outside the department

Skills required: Skills required to achieve a badge are shown in black bold font.

Examples: For each skill required, a range of examples are provided to illustrate how the relevant skill can be demonstrated. Examples are shown in red bullet points.

(Examples are a list of activities which are likely to be carried out when undertaking the role the badge relates to. The list of examples is not exhaustive. Individuals are not required to demonstrate every skill listed and there may be other relevant skills which are not listed, but can be accepted).

Definitions: Key terms, which are used to illustrate the skills required and/or the examples, carry an asterix* with a corresponding explanation shown in italics.

Note: Department at this level refers to all the teams who work under the direction of the person receiving this badge. The holder of this badge will have multiple teams reporting into them.

CORE SKILLS

C1. Support the delivery of revenue strategy to achieve set goals

• Provide input into strategic decisions to inform the revenue plan for the establishment
• Support line manager to develop the establishment revenue plan
• Develop revenue plan for the department
• Work with direct reports to implement the revenue plan for the department
• Manage a coordinated delivery of operational projects underpinning the department revenue plan, within budget and on time

C2. Set and monitor targets

• Translate the establishment revenue plan into targets and action plans for own department
• Set and communicate targets and action plans to the department
• Maintain an overview of the establishment’s business performance
• Monitor the department’s performance in relation to the establishment’s business performance
• Monitor the performance of the teams against department targets and action plans
• Take corrective action, as necessary, to ensure department targets are met

C3. Lead and manage teams to achieve targets and deliver service standards

• Set objectives for direct reports to achieve department targets and goals
• Oversee the day-to-day operation of the department and manage any issues which have been escalated
• Conduct department meetings
• Conduct performance review for direct reports
• Manage performance issues, disciplinary actions and terminations
• Monitor the performance of teams to identify opportunities for improvements
• Establish and maintain effective working relationship with members of the department, peers, line manager and line manager’s peers

C4. Provide guest service

• Manage and coordinate all activities across the department to ensure compliance with service and brand standards
• Monitor the quality and efficiency of service across the department to identify areas for improvements
• Formulate and implement strategies to maximise guest satisfaction
• Highlight potential problem areas to line manager and make recommendations for improvements to manage the reputation of the establishment
• Identify training needs to address problem areas, as necessary

C5. Solve problems and deal with pressure effectively in own area of responsibility

• Manage complex guest requirements and serious complaints* which have been escalated
• Anticipate possible circumstances* and take action to pro-actively address these
• Conduct daily and random inspections across the department to spot any service issues
• Be available to assist the department to help resolve any issues or problems

*Serious complaint refers to a situation where a guest raised their dissatisfaction with the service received and/or the establishment and which can create a reputational or commercial risk for the business. A serious complaint requires senior or executive management level and/or external intervention.

*Circumstances refers to situations, conditions, hazards, guest requests and/or complaints.

C6. Manage guest feedback effectively

• Monitor guest requirements, comments and service issues across the department and identify problem areas or areas for improvements
• Respond to guest feedback/comments which have been escalated
• Develop and implement strategies to improve guest service and service efficiency, based on guest feedback

C7. Recruit staff

• Identify recruitment needs for the department
• Screen applicants for direct report positions
• Conduct interviews for direct report positions
• Select and appoint direct report positions
• Support interviews for department roles, as required
• Develops strategies to retain staff and reduce turnover within the department

C8. Manage staff training and development

• Deliver induction to own department and other departments, as necessary
• Oversee department training plans to ensure teams receive necessary skills training to maintain establishment standards and deliver guest experience
• Oversee training delivered within the department
• Monitor service to identify training needs
• Coach direct reports, as necessary, to maintain standard operating procedures
• Develop and implement effective working practices for own department to maximise revenue and/or improve profitability
• Constantly identify opportunities for direct reports to develop new skills
• Work with direct reports to identify opportunities to help team members progress

C9. Manage finances

• Assists in the development of the establishment’s annual business plan*
• Develop and implement department financial plan
• Analyse financial performance and make adjustments to the department operations, as necessary, to achieve goals set out in the financial plan
• Monitor sales and revenue figures to make sure targets are met
• Take pro-active measures in response to business needs
• Negotiate prices for the department, as necessary, as part of procurement process
• Agree salaries for roles within the department with relevant colleagues responsible for recruitment, workforce and financial planning

*Business plan is the annual breakdown of the business strategy and includes financial plan.

Business strategy refers to an overarching plan of strategic initiatives, including the revenue strategy, which will help achieve the strategic vision of the establishment.

Revenue strategy refers to a plan of strategic actions, including sales and marketing activities, which will contribute to short and long term financial goals of the establishment.

C10. Plan and manage resources to drive efficiencies

• Manage procurement for the department to maximise productivity and profitability
• Drive efficiencies for the department
• Manage stock levels and stock takes
• Oversee the management of staffing levels
• Oversee the maintenance of equipment

C11. Promote sustainable practices

• Demonstrate an understanding of the key barriers that a hospitality establishment may need to overcome to establish sustainable practices:
  - Reducing waste
  - Recycling waste/packaging
  - Economic use of power and electricity
  - Consideration of carbon footprint: the environmental impact of getting goods to the establishment (e.g., food miles)

ROLE SPECIFIC

R1. Demonstrate an understanding of own role and role of own department

• Explain key activities that are part of own role
• Describe how the department works with other departments to deliver guest service
• Explain how the department contributes to the effective running of the establishment

R2. Manage food and beverage service for the establishment

• Manage the day-to-day operations of the food and beverage department to achieve delivery standards
• Provide a physical presence by walking the food and beverage areas and by engaging with staff and guests
• Oversee the food and beverage service across all restaurants outlets to ensure establishment standards are met
• Demonstrate a working and operational knowledge of all food and service areas
• Manage issues, guest feedback, comment or complaints which have been escalated
• Review the performance of the restaurants outlets to identify any issues that need to be addressed and take appropriate corrective actions
• Oversee and adjust staffing levels across the restaurants outlets to ensure maximum profitability
• Work with direct reports to review guest feedback and to identify areas for improvements
• Celebrate success/positive guest feedback

R3. Work collaboratively with other departments to ensure effective delivery of food and beverage service

• Work with direct reports to identify areas for improved cross-department working
• Work with peers (other heads of departments) to formulate strategies to improve cross-department working - Other departments may include kitchen, bar, front of house and housekeeping
• Work with peers to continuously monitor and evaluate guest feedback to maintain business across the establishment and to identify areas for improvements
• Take actions to address situations which could impact on guest experience and/or create reputational risks for the establishment

R4. Drive new business and ideas to maintain and improve the competitive value/differentiation of own department

• Explain how the food and beverage department contributes to the financial performance and profitability of the establishment
• Explain how guest and establishment profile impact on the financial performance and profitability of the department
• Use guest profiling to formulate strategies to help drive new business for the department
• Monitor new trends, including competitor trends, and guest feedback to formulate strategies which will help drive new business
• Identify opportunities to improve the profitability of the restaurant outlet by considering issues outside the department such as sustainability (under-utilised products, local product, local trends, events, seasonality etc)

R5. Perform audits and inspections to ensure own department maintains full compliance with legislation, health and safety requirements and relevant by-laws

• Demonstrate strong working knowledge of relevant legislation and regulations
• Supervise the work of direct reports to ensure all food and beverage areas operate in a way which meet relevant and current industry, legislative and company requirements and regulations
• Support line manager in liaising with regulatory authorities to ensure compliance
• Carry out spot audits on food and beverage areas to check for compliance and to identify any potential non-compliance issues
• Works with direct reports to develop and implement action plans, in response to internal and external audits

R6. Demonstrate a working knowledge of technology, appropriate for own role

• Demonstrate a competent use of IT systems related to food and beverage service
• Use software to run management reports including financial reports, reservations, staff costs, sales figures and inventories
• Use a combination of reports to inform management and strategic decisions for the food and beverage department
• Use social media to monitor guest feedback
• Use social media to respond to guest feedback, as required
• Use technology enabled devices to carry out research to find out about new trends, ideas, service techniques and styles

PROFESSIONAL DEVELOPMENT

P1. Demonstrate in-depth knowledge of career pathways within the hospitality industry, including progression opportunities for current role

• Describe the structure of the establishment
• Identify career opportunities and pathways to those opportunities within the hospitality industry
• Describe opportunities to progress from current role (i.e., next steps)

P2. Undertake a range of training or learning activities to acquire new or update existing skills and knowledge

• Identify training or learning needs* specific to own role
• Participate in training or learning activities*
• Provide evidence of training or learning undertaken

*Training or learning needs refers to the development of skills and knowledge related to hospitality which may include:

Product knowledge
Understanding of new developments, trends, IT systems and equipment
Changes to legal or industry regulations such as health and safety and food safety
Changes to establishment standards
Development of soft skills such as communication and teamwork.

*Training or learning activities refers to on-the-job training, workshops, seminars, conferences, courses, competitions and mentoring.

P3. Apply knowledge gained from the professional development activities to:

Improve working practices in the department
Inform the strategic direction of the department and the establishment

• Identify opportunities to apply new knowledge/skills learnt
• Describe how new knowledge/skills learnt have been put into practice:
  - Changes made to the way in which the department works and the impact of the changes
• Make recommendations for changes to the strategic direction of the department

Skills required: Skills required to achieve a badge are shown in black bold font.

Examples: For each skill required, a range of examples are provided to illustrate how the relevant skill can be demonstrated. Examples are shown in red bullet points.

(Examples are a list of activities which are likely to be carried out when undertaking the role the badge relates to. The list of examples is not exhaustive. Individuals are not required to demonstrate every skill listed and there may be other relevant skills which are not listed, but can be accepted).

Definitions: Key terms, which are used to illustrate the skills required and/or the examples, carry an asterix* with a corresponding explanation shown in italics.

Note: Department at this level refers to all the teams who work under the direction of the person receiving this badge. The holder of this badge will have multiple teams or departments reporting into them.

CORE SKILLS

C1. Support the delivery of revenue strategy to achieve set goals

• Provide input into strategic decisions to inform the revenue plan for the restaurant
• Support line manager to develop the restaurant revenue plan
• Develop revenue plan for the department
• Work with direct reports to implement the revenue plan
• Manage a coordinated delivery of operational projects underpinning the restaurant revenue plan, within budget and on time

C2. Set and monitor targets

• Translate the restaurant revenue plan into targets and action plans for own departments
• Set and communicate targets and action plans to departments
• Maintain an overview of the restaurant’s business performance
• Monitor the performance of the departments in relation to the restaurant’s business performance
• Monitor the performance of the teams against department targets and action plans
• Take corrective action, as necessary, to ensure all department targets are met

C3. Lead and manage teams to achieve targets and deliver service standards

• Set objectives for direct reports to achieve department targets and goals
• Oversee the day-to-day operation of the departments and manage any issues which have been escalated
• Conduct cross-department meetings
• Conduct performance review for direct reports
• Manage performance issues, disciplinary actions and terminations
• Monitor the performance of teams to identify opportunities for improvements
• Establish and maintain effective working relationship with members of the departments, peers, line manager and line manager’s peers

C4. Provide guest service

• Manage and coordinate all guest service activities across the restaurant to ensure compliance with service and brand standards
• Monitor the quality and efficiency of guest service across the restaurant to identify areas for improvements
• Formulate and implement strategies to maximise guest satisfaction
• Highlight potential problem areas to line manager and make recommendations for improvements to manage the reputation of the restaurant
• Identify training needs to address problem areas, as necessary

C5. Solve problems and deal with pressure effectively in own area of responsibility

• Manage complex guest requirements and serious complaints* which have been escalated
• Anticipate possible circumstances* and take action to pro-actively address these
• Conduct daily and random inspections across the restaurant to spot any service issues
• Be available to assist all departments to help resolve any issues or problems

*Serious complaint refers to a situation where a guest raised their dissatisfaction with the service received and/or the restaurant and which can create a reputational or commercial risk for the business. A serious complaint requires senior or executive management level and/or external intervention.

*Circumstances refers to situations, conditions, hazards, guest requests and/or complaints.

C6. Manage guest feedback effectively

• Monitor guest requirements, comments and service issues and identify problem areas or areas for improvements
• Respond to guest feedback/comments which have been escalated
• Develop and implement strategies to improve guest service and service efficiency, based on guest feedback

C7. Recruit staff

• Identify recruitment needs for departments involved in delivering guest service
• Screen applicants for direct report positions
• Conduct interviews for direct report positions
• Select and appoint direct report positions
• Support interviews, as required
• Develops strategies to retain staff and reduce turnover within the department involved in delivering guest service

C8. Manage staff training and development

• Deliver induction, as necessary
• Oversee training plans to ensure teams receive necessary skills training to maintain establishment standards and deliver guest experience
• Oversee training delivered across different departments
• Monitor service to identify training needs
• Coach direct reports, as necessary, to maintain standard operating procedures
• Develop and implement effective working practices for the restaurant to maximise revenue and/or improve profitability
• Constantly identify opportunities for direct reports to develop new skills
• Work with direct reports to identify opportunities to help team members progress

C9. Manage finances

• Assists in the development of the restaurant’s business plan*
• Develop and implement departmental financial plans
• Analyse financial performance and make adjustments to the department operations, as necessary, to achieve goals set out in the financial plan
• Monitor sales and revenue figures to make sure targets are met
• Take pro-active measures in response to business needs
• Negotiate prices, as necessary, as part of procurement process
• Agree salaries for roles with relevant colleagues responsible for recruitment, workforce and financial planning

*Business plan is the annual breakdown of the business strategy and includes financial plan.
Business strategy refers to an overarching plan of strategic initiatives, including the revenue strategy, which will help achieve the strategic vision of the restaurant.
Revenue strategy refers to a plan of strategic actions, including sales and marketing activities, which will contribute to short and long term financial goals of the restaurant.

C10. Plan and manage resources to drive efficiencies

• Manage procurement for the restaurant to maximise productivity and profitability
• Drive efficiencies for the restaurant
• Manage stock levels and stock takes
• Oversee the management of staffing levels
• Oversee the maintenance of equipment

C11. Promote sustainable practices

• Demonstrate an understanding of the key barriers that a restaurant may need to overcome to establish sustainable practices:
  - Reducing waste
  - Recycling waste/packaging
  - Economic use of power and electricity
  - Consideration of carbon footprint: the environmental impact of getting goods to the restaurant (e.g., food miles)

ROLE SPECIFIC

R1. Demonstrate an understanding of own role and role of own department(s)

• Explain key activities that are part of own role
• Describe how different departments involved in delivering guest service work together
• Explain how the different departments contribute to the effective running of the restaurant

R2. Manage guest service for the restaurant

• Manage the day-to-day operations of the restaurant to achieve delivery standards
• Provide a physical presence by walking the restaurant and by engaging with staff and guests
• Oversee guest service to ensure establishment standards are met
• Demonstrate a working and operational knowledge of all departments within the restaurant
• Manage issues, guest feedback, comment or complaints which have been escalated
• Review the performance of the restaurant to identify any issues that need to be addressed and take appropriate corrective actions
• Oversee and adjust staffing levels across the restaurant to ensure maximum profitability
• Work with direct reports to review guest feedback and to identify areas for improvements
• Celebrate success/positive guest feedback

R3. Work collaboratively with all departments to ensure effective delivery of guest service

• Continuously liaise with all departments to ensure effective communication and smooth guest service, in line with restaurant delivery standards
• Work with direct reports to identify areas for improved cross-department working
• Work with peers to continuously monitor and evaluate guest feedback to maintain business and to identify areas for improvements
• Take actions to address situations which could impact on guest experience and/or create reputational risks for the restaurant
• Liaise with the maintenance department/team/contractors to ensure all faults and defects are reported and actioned without delay

R4. Drive new business and ideas to maintain and improve the competitive value/differentiation of the restaurant

• Explain the financial performance and profitability of the restaurant
• Explain how guest and establishment profile impact on the financial performance and profitability of the restaurant
• Use guest profiling to formulate strategies to help drive new business
• Monitor new trends, including competitor trends, and guest feedback to formulate strategies which will help drive new business
• Identify opportunities to improve the profitability of the restaurant by considering issues such as sustainability (under-utilised products, local product, local trends, event, seasonality etc)

R5. Perform audits and inspections to ensure restaurant maintains full compliance with legislation, health and safety requirements and relevant by-laws

• Demonstrate strong working knowledge of relevant legislation and regulations
• Supervise the work of direct reports to ensure the restaurant operates in a way which meet relevant and current industry, legislative and company requirements and regulations
• Liaise with regulatory authorities to ensure compliance
• Carry out spot audits to check for compliance and to identify any potential non-compliance issues
• Works with direct reports to develop and implement action plans, in response to internal and external audits

R6. Demonstrate a working knowledge of technology, appropriate for own role

• Demonstrate a competent use of IT systems related to delivering guest service
• Use software to run management reports including financial reports, reservations, staff costs, sales figures and inventories
• Use a combination of reports to inform management and strategic decisions for the restaurant
• Use social media to monitor guest feedback
• Use social media to respond to guest feedback, as required
• Use technology enabled devices to carry out research to find out about new trends, ideas, service techniques and styles

PROFESSIONAL DEVELOPMENT

P1. Demonstrate in-depth knowledge of career pathways within the hospitality industry, including progression opportunities for current role

• Describe the structure of the restaurant
• Identify career opportunities and pathways to those opportunities within the hospitality industry
• Describe opportunities to progress from current role (i.e., next steps)

P2. Undertake a range of training or learning activities to acquire new or update existing skills and knowledge

• Identify training or learning needs* specific to own role
• Participate in training or learning activities*
• Provide evidence of training or learning undertaken

*Training or learning needs refers to the development of skills and knowledge related to hospitality which may include:

Product knowledge
Understanding of new developments, trends, IT systems and equipment
Changes to legal or industry regulations such as health and safety and food safety
Changes to establishment standards
Development of soft skills such as communication and teamwork.

*Training or learning activities refers to on-the-job training, workshops, seminars, conferences, courses, competitions and mentoring.

P3. Apply knowledge gained from the professional development activities to:

Improve working practices in the restaurant
Inform the strategic direction of the restaurant

• Identify opportunities to apply new knowledge/skills learnt
• Describe how new knowledge/skills learnt have been put into practice:
  - Changes made to the way in which different departments work together and the impact of the changes
• Make recommendations for changes to the strategic direction of the restaurant

Skills required: Skills required to achieve a badge are shown in black bold font.

Examples: For each skill required, a range of examples are provided to illustrate how the relevant skill can be demonstrated. Examples are shown in red bullet points.

(Examples are a list of activities which are likely to be carried out when undertaking the role the badge relates to. The list of examples is not exhaustive. Individuals are not required to demonstrate every skill listed and there may be other relevant skills which are not listed, but can be accepted).

Definitions: Key terms, which are used to illustrate the skills required and/or the examples, carry an asterix* with a corresponding explanation shown in italics.

Note: Department at this level refers to all the teams who work under the direction of the person receiving this badge. The holder of this badge will have multiple teams reporting into them.

CORE SKILLS

C1. Support the delivery of revenue strategy to achieve set goals

• Provide input into strategic decisions to inform the revenue plan for the establishment
• Support line manager to develop the establishment revenue plan
• Develop revenue plan for the department
• Work with direct reports to implement the revenue plan for the department
• Manage a coordinated delivery of operational projects underpinning the department revenue plan, within budget and on time

C2. Set and monitor targets

• Translate the establishment revenue plan into targets and action plans for own department
• Set and communicate targets and action plans to the department
• Maintain an overview of the establishment’s business performance
• Monitor the department’s performance in relation to the establishment’s business performance
• Monitor the performance of the teams against department targets and action plans
• Take corrective action, as necessary, to ensure department targets are met

C3. Lead and manage teams to achieve targets and deliver service standards

• Set objectives for direct reports to achieve department targets and goals
• Oversee the day-to-day operation of the department and manage any issues which have been escalated
• Conduct department meetings
• Conduct performance review for direct reports
• Manage performance issues, disciplinary actions and terminations
• Monitor the performance of teams to identify opportunities for improvements
• Establish and maintain effective working relationship with members of the department, peers, line manager and line manager’s peers

C4. Provide guest service

• Manage and coordinate all activities across the department to ensure compliance with service and brand standards
• Monitor the quality and efficiency of service across the department to identify areas for improvements
• Formulate and implement strategies to maximise guest satisfaction
• Highlight potential problem areas to line manager and make recommendations for improvements to manage the reputation of the establishment
• Identify training needs to address problem areas, as necessary

C5. Solve problems and deal with pressure effectively in own area of responsibility

• Manage complex guest requirements and serious complaints* which have been escalated
• Anticipate possible circumstances* and take action to pro-actively address these
• Conduct daily and random inspections across the department to spot any service issues
• Be available to assist the department to help resolve any issues or problems

*Serious complaint refers to a situation where a guest raised their dissatisfaction with the service received and/or the establishment and which can create a reputational or commercial risk for the business. A serious complaint requires senior or executive management level and/or external intervention.

*Circumstances refers to situations, conditions, hazards, guest requests and/or complaints.

C6. Manage guest feedback effectively

• Monitor guest requirements, comments and service issues across the department and identify problem areas or areas for improvements
• Respond to guest feedback/comments which have been escalated
• Develop and implement strategies to improve guest service and service efficiency, based on guest feedback

C7. Recruit staff

• Identify recruitment needs for the department
• Screen applicants for direct report positions
• Conduct interviews for direct report positions
• Select and appoint direct report positions
• Support interviews for department roles, as required
• Develops strategies to retain staff and reduce turnover within the department

C8. Manage staff training and development

• Deliver induction to own department and other departments, as necessary
• Oversee department training plans to ensure teams receive necessary skills training to maintain establishment standards and deliver guest experience
• Oversee training delivered within the department
• Monitor service to identify training needs
• Coach direct reports, as necessary, to maintain standard operating procedures
• Develop and implement effective working practices for own department to maximise revenue and/or improve profitability
• Constantly identify opportunities for direct reports to develop new skills
• Work with direct reports to identify opportunities to help team members progress

C9. Manage finances

• Assists in the development of the establishment’s business plan*
• Develop and implement department financial plan
• Analyse financial performance and make adjustments to the department operations, as necessary, to achieve goals set out in the financial plan
• Monitor sales and revenue figures to make sure targets are met
• Take pro-active measures in response to business needs
• Negotiate prices for the department, as necessary, as part of procurement process
• Agree salaries for roles within the department with relevant colleagues responsible for recruitment, workforce and financial planning

*Business plan is the annual breakdown of the business strategy and includes financial plan.
Business strategy refers to an overarching plan of strategic initiatives, including the revenue strategy, which will help achieve the strategic vision of the establishment.
Revenue strategy refers to a plan of strategic actions, including sales and marketing activities, which will contribute to short and long term financial goals of the establishment.

C10. Plan and manage resources to drive efficiencies

• Manage procurement for the department to maximise productivity and profitability
• Drive efficiencies for the department
• Manage stock levels and stock takes
• Oversee the management of staffing levels
• Oversee the maintenance of equipment

C11. Promote sustainable practices

• Demonstrate an understanding of the key barriers that a hospitality establishment may need to overcome to establish sustainable practices:
  - Reducing waste
  - Recycling waste/packaging
  - Economic use of power and electricity
  - Consideration of carbon footprint: the environmental impact of getting goods to the establishment (e.g., food miles)

ROLE SPECIFIC

R1. Demonstrate an understanding of own role and role of own department

• Explain key activities that are part of own role
• Describe how the department works with other departments to deliver guest service
• Explain how the department contributes to the effective running of the establishment

R2. Manage front of house service for the establishment

• Manage the day-to-day operations for front of house to achieve delivery standards
• Provide a physical presence in front of house area and by engaging with staff and guests
• Oversee all service across front of house to ensure establishment standards are met
• Demonstrate a working and operational knowledge of all front of house areas
• Manage issues, guest feedback, comment or complaints which have been escalated
• Review the performance of front of house to identify any issues that need to be addressed and take appropriate corrective actions
• Oversee and adjust staffing levels across front of house to ensure maximum profitability
• Work with direct reports to review guest feedback and to identify areas for improvements
• Celebrate success/positive guest feedback

R3. Work collaboratively with other departments to ensure effective delivery of guest service

• Work with direct reports to identify areas for improved cross-department working
• Work with peers (other heads of departments) to formulate strategies to improve cross-department working - Other departments may include housekeeping, food and beverage service and kitchen
• Work with peers to continuously monitor and evaluate guest feedback to maintain business across the establishment and to identify areas for improvements
• Take actions to address situations which could impact on guest experience and/or create reputational risks for the establishment

R4. Drive new business and ideas to maintain and improve the competitive value/differentiation of the establishment

• Explain how front of house contributes to the financial performance and profitability of the establishment
• Explain how guest and establishment profile impact on the financial performance and profitability of the establishment
• Use guest profiling to formulate strategies to help drive new business for the establishment
• Formulate strategies to promote products and services of the establishment to help maximise sales
• Monitor guest feedback, new trends and external events to identify opportunities to develop new business

R5. Perform audits and inspections to ensure own department maintains full compliance with legislation, health and safety requirements and relevant by-laws

• Demonstrate strong working knowledge of relevant legislation and regulations
• Supervise the work of direct reports to ensure all front of house areas operate in a way which meet relevant and current industry, legislative and company requirements and regulations
• Support line manager in liaising with regulatory authorities to ensure compliance
• Carry out spot audits on front of house areas to check for compliance and to identify any potential non-compliance issues
• Works with direct reports to develop and implement action plans, in response to internal and external audits

R6. Demonstrate a working knowledge of technology, appropriate for own role

• Demonstrate a competent use of IT systems related to front of house
• Use software to run management reports including financial reports, reservations, occupancy rates, staff costs and sales figures
• Use a combination of reports to inform management and strategic decisions for front of house
• Use social media to monitor guest feedback
• Use social media to respond to guest feedback, as required
• Use technology enabled devices to carry out research to find out about events, new trends and ideas

PROFESSIONAL DEVELOPMENT

P1. Demonstrate in-depth knowledge of career pathways within the hospitality industry, including progression opportunities for current role

• Describe the structure of the establishment
• Identify career opportunities and pathways to those opportunities within the hospitality industry
• Describe opportunities to progress from current role (i.e., next steps)

P2. Undertake a range of training or learning activities to acquire new or update existing skills and knowledge

• Identify training or learning needs* specific to own role
• Participate in training or learning activities*
• Provide evidence of training or learning undertaken

*Training or learning needs refers to the development of skills and knowledge related to hospitality which may include:

Product knowledge
Understanding of new developments, trends, IT systems and equipment
Changes to legal or industry regulations such as health and safety and food safety
Changes to establishment standards
Development of soft skills such as communication and teamwork.

*Training or learning activities refers to on-the-job training, workshops, seminars, conferences, courses, competitions and mentoring.

P3. Apply knowledge gained from the professional development activities to:

Improve working practices in the department
Inform the strategic direction of the department and the establishment

• Identify opportunities to apply new knowledge/skills learnt
• Describe how new knowledge/skills learnt have been put into practice:
  - Changes made to the way in which the department works and the impact of the changes
• Make recommendations for changes to the strategic direction of the department

Skills required: Skills required to achieve a badge are shown in black bold font.

Examples: For each skill required, a range of examples are provided to illustrate how the relevant skill can be demonstrated. Examples are shown in red bullet points.

(Examples are a list of activities which are likely to be carried out when undertaking the role the badge relates to. The list of examples is not exhaustive. Individuals are not required to demonstrate every skill listed and there may be other relevant skills which are not listed, but can be accepted).

Definitions: Key terms, which are used to illustrate the skills required and/or the examples, carry an asterix* with a corresponding explanation shown in italics.

Note: Department at this level refers to all the teams who work under the direction of the person receiving this badge. The holder of this badge will have multiple teams reporting into them.

CORE SKILLS

C1. Support the delivery of revenue strategy to achieve set goals

• Provide input into strategic decisions to inform the revenue plan for the establishment
• Support line manager to develop the establishment revenue plan
• Develop revenue plan for the department
• Work with direct reports to implement the revenue plan for the department
• Manage a coordinated delivery of operational projects underpinning the department revenue plan, within budget and on time

C2. Set and monitor targets

• Translate the establishment revenue plan into targets and action plans for own department
• Set and communicate targets and action plans to the department
• Maintain an overview of the establishment’s business performance
• Monitor the department’s performance in relation to the establishment’s business performance
• Monitor the performance of the teams against department targets and action plans
• Take corrective action, as necessary, to ensure department targets are met

C3. Lead and manage teams to achieve targets and deliver service standards

• Set objectives for direct reports to achieve department targets and goals
• Oversee the day-to-day operation of the department and manage any issues which have been escalated
• Conduct department meetings
• Conduct performance review for direct reports
• Manage performance issues, disciplinary actions and terminations
• Monitor the performance of teams to identify opportunities for improvements
• Establish and maintain effective working relationship with members of the department, peers, line manager and line manager’s peers

C4. Provide guest service

• Manage and coordinate all activities across the department to ensure compliance with service and brand standards
• Monitor the quality and efficiency of service across the department to identify areas for improvements
• Formulate and implement strategies to maximise guest satisfaction
• Highlight potential problem areas to line manager and make recommendations for improvements to manage the reputation of the establishment
• Identify training needs to address problem areas, as necessary

C5. Solve problems and deal with pressure effectively in own area of responsibility

• Manage complex guest requirements and serious complaints* which have been escalated
• Anticipate possible circumstances* and take action to pro-actively address these
• Conduct daily and random inspections across the department to spot any service issues
• Be available to assist the department to help resolve any issues or problems

*Serious complaint refers to a situation where a guest raised their dissatisfaction with the service received and/or the establishment and which can create a reputational or commercial risk for the business. A serious complaint requires senior or executive management level and/or external intervention.

*Circumstances refers to situations, conditions, hazards, guest requests and/or complaints.

C6. Manage guest feedback effectively

• Monitor guest requirements, comments and service issues across the department and identify problem areas or areas for improvements
• Respond to guest feedback/comments which have been escalated
• Develop and implement strategies to improve guest service and service efficiency, based on guest feedback

C7. Recruit staff

• Identify recruitment needs for the department
• Screen applicants for direct report positions
• Conduct interviews for direct report positions
• Select and appoint direct report positions
• Support interviews for department roles, as required
• Develops strategies to retain staff and reduce turnover within the department

C8. Manage staff training and development

• Deliver induction to own department and other departments, as necessary
• Oversee department training plans to ensure teams receive necessary skills training to maintain establishment standards and deliver guest experience
• Oversee training delivered within the department
• Monitor service to identify training needs
• Coach direct reports, as necessary, to maintain standard operating procedures
• Develop and implement effective working practices for own department to maximise revenue and/or improve profitability
• Constantly identify opportunities for direct reports to develop new skills
• Work with direct reports to identify opportunities to help team members progress

C9. Manage finances

• Assists in the development of the establishment’s business plan*
• Develop and implement department financial plan
• Analyse financial performance and make adjustments to the department operations, as necessary, to achieve goals set out in the financial plan
• Monitor sales and revenue figures to make sure targets are met
• Take pro-active measures in response to business needs
• Negotiate prices for the department, as necessary, as part of procurement process
• Agree salaries for roles within the department with relevant colleagues responsible for recruitment, workforce and financial planning

*Business plan is the annual breakdown of the business strategy and includes financial plan.
Business strategy refers to an overarching plan of strategic initiatives, including the revenue strategy, which will help achieve the strategic vision of the establishment.
Revenue strategy refers to a plan of strategic actions, including sales and marketing activities, which will contribute to short and long term financial goals of the establishment.

C10. Plan and manage resources to drive efficiencies

• Manage procurement for the department to maximise productivity and profitability
• Drive efficiencies for the department
• Manage stock levels and stock takes
• Oversee the management of staffing levels
• Oversee the maintenance of equipment

C11. Promote sustainable practices

• Demonstrate an understanding of the key barriers that a hospitality establishment may need to overcome to establish sustainable practices:
  - Reducing waste
  - Recycling waste/packaging
  - Economic use of power and electricity
  - Consideration of carbon footprint: the environmental impact of getting goods to the establishment (e.g., food miles)

ROLE SPECIFIC

R1. Demonstrate an understanding of own role and role of own department

• Explain key activities that are part of own role
• Describe how the department works with other departments to deliver guest service
• Explain how the department contributes to the effective running of the establishment

R2. Manage housekeeping service for the establishment

• Manage the day-to-day operations of the housekeeping department to achieve delivery standards
• Provide a physical presence in housekeeping areas and by engaging with staff and guests
• Oversee the housekeeping service across all areas to ensure establishment standards are met
• Demonstrate a working and operational knowledge of all housekeeping areas
• Manage issues, guest feedback, comment or complaints which have been escalated
• Review the performance of the housekeeping department to identify any issues that need to be addressed and take appropriate corrective actions
• Oversee and adjust staffing levels across the housekeeping department to ensure maximum profitability
• Work with direct reports to review guest feedback and to identify areas for improvements
• Celebrate success/positive guest feedback

R3. Work collaboratively with other departments to ensure effective delivery of housekeeping service

• Work with direct reports to identify areas for improved cross-department working
• Work with peers (other heads of departments) to formulate strategies to improve cross-department working - Other departments may include front of house, food and beverage service and kitchen
• Work with peers to continuously monitor and evaluate guest feedback to maintain business across the establishment and to identify areas for improvements
• Take actions to address situations which could impact on guest experience and/or create reputational risks for the establishment

R4. Drive new business and ideas to maintain and improve the competitive value/differentiation of the establishment

• Explain how the housekeeping department contributes to the financial performance and profitability of the establishment
• Explain how guest* and establishment profile* impact on the financial performance and profitability of the establishment
• Use guest profiling to formulate strategies to help drive new business for the establishment
• Formulate strategies to promote products and services of the establishment to help maximise sales
• Monitor guest feedback, new trends and external events to identify opportunities to develop new business
• Identify opportunities to improve the profitability of the establishment by considering issues outside the department such as sustainability (under-utilised products, local product, local trends, event, seasonality etc)

*Guest profile refers to the characteristics which describe the type of customers who visit the establishment and which are used as a basis to make decisions concerning guest service. These characteristics may include information such as demographics, gender, age, ethnicity, religion, location, social background, income, buying patterns and the purpose of the visit.

*Establishment profile refers to characteristics of the establishment including location, guest profile, style of décor and service.

R5. Perform audits and inspections to ensure own department maintains full compliance with legislation, health and safety requirements and relevant by-laws

• Demonstrate strong working knowledge of relevant legislation and regulations
• Supervise the work of direct reports to ensure all housekeeping areas operate in a way which meet relevant and current industry, legislative and company requirements and regulations
• Support line manager in liaising with regulatory authorities to ensure compliance
• Carry out spot audits on housekeeping areas to check for compliance and to identify any potential non-compliance issues
• Works with direct reports to develop and implement action plans, in response to internal and external audits

R6. Demonstrate a working knowledge of technology, appropriate for own role

• Demonstrate a competent use of IT systems related to housekeeping
• Use software to run management reports including reservations, occupancy rates, financial reports, staff costs, sales figures and inventories
• Use a combination of reports to inform management and strategic decisions for the housekeeping department
• Use social media to monitor guest feedback
• Use social media to respond to guest feedback, as required
• Use technology enabled devices to carry out research to find out about new trends, ideas and products

PROFESSIONAL DEVELOPMENT

P1. Demonstrate in-depth knowledge of career pathways within the hospitality industry, including progression opportunities for current role

• Describe the structure of the establishment
• Identify career opportunities and pathways to those opportunities within the hospitality industry
• Describe opportunities to progress from current role (i.e., next steps)

P2. Undertake a range of training or learning activities to acquire new or update existing skills and knowledge

• Identify training or learning needs* specific to own role
• Participate in training or learning activities*
• Provide evidence of training or learning undertaken

*Training or learning needs refers to the development of skills and knowledge related to hospitality which may include:

Product knowledge
Understanding of new developments, trends, IT systems and equipment
Changes to legal or industry regulations such as health and safety and food safety
Changes to establishment standards
Development of soft skills such as communication and teamwork.

*Training or learning activities refers to on-the-job training, workshops, seminars, conferences, courses, competitions and mentoring.

P3. Apply knowledge gained from the professional development activities to:

Improve working practices in the department
Inform the strategic direction of the department and the establishment

• Identify opportunities to apply new knowledge/skills learnt
• Describe how new knowledge/skills learnt have been put into practice:
  - Changes made to the way in which the department works and the impact of the changes
• Make recommendations for changes to the strategic direction of the department

Skills required: Skills required to achieve a badge are shown in black bold font.

Examples: For each skill required, a range of examples are provided to illustrate how the relevant skill can be demonstrated. Examples are shown in red bullet points.

(Examples are a list of activities which are likely to be carried out when undertaking the role the badge relates to. The list of examples is not exhaustive. Individuals are not required to demonstrate every skill listed and there may be other relevant skills which are not listed, but can be accepted).

Definitions: Key terms, which are used to illustrate the skills required and/or the examples, carry an asterix* with a corresponding explanation shown in italics.

CORE SKILLS

C1. Support the creation and delivery of the establishment revenue strategy

• Contribute to the creation of the revenue plan for the establishment by providing input into strategic and operational decisions
• Work with direct reports to create department revenue plans
• Monitor the implementation of department revenue plans
• Manage the delivery of all operational projects underpinning the establishment revenue plan, within budget and on time

C2. Set and monitor goals and targets

• Translate the establishment revenue plan into targets and action plans for all departments
• Set and communicate targets and action plans for each department
• Have an in-depth knowledge of the establishment’s business performance
• Monitor each department’s performance against department targets and action plans
• Take corrective action, as necessary, to ensure department targets are met
• Evaluate and reflect on own performance
• Continuously monitor and respond to guest and staff feedback to improve efficiencies and business performance

C3. Lead, motivate and manage a team of senior managers to deliver targets and goals

• Set objectives for direct reports to achieve establishment targets and goals
• Oversee the day-to-day operation of the establishment and manage any issues which have been escalated
• Conduct departmental meetings
• Conduct performance review for direct reports
• Oversee the management of performance issues, disciplinary actions and terminations, and provide assistance as required
• Monitor the performance of all departments to identify opportunities for improvements
• Establish and maintain effective working relationship with the Hotel General Manager, direct reports and their teams
• Provide input into senior executive meetings, as required by the Hotel General Manager
• Recognise and celebrate success when targets and goals are met

C4. Manage guest service

• Demonstrate strong operational and working knowledge of establishment standards*
• Manage and coordinate all activities across departments to ensure compliance with service and establishment standards
• Monitor the quality and efficiency of service across departments to identify areas for improvements
• Evaluate problem areas and formulates strategies to maximise guest satisfaction
• Make strategic recommendations to the Hotel General Manager to manage the reputation of the establishment
• Oversee and approve training plans to address problem areas, as necessary

*Establishment standards refers to standards set for establishment by the Hotel General Manager, head office and/or the owners and include standard operating policies and procedures, establishment operating controls and service standards.

C5. Solve problems and deal with pressure to manage the reputation of the establishment

• Manage complex guest requirements and serious complaints* which have been escalated from the departments
• Anticipate possible circumstances* which have the potential to impact on the reputation of the establishment and take preventative action to avoid these
• Conduct daily and spot inspections across the establishment to identify any service issues
• Be available to assist direct reports to help resolve any issues or problems
• Manage operational issues and problems which have been escalated

*Serious complaint refers to a situation where a guest raised their dissatisfaction with the service received and/or the establishment and which can create a reputational or commercial risk for the business. A serious complaint requires senior or executive management level and/or external intervention.

*Circumstances refers to situations, conditions, hazards, guest requests and/or complaints.

C6. Monitor and manage guest feedback

• Oversee the handling of guest requests and complaints by the departments
• Check and evaluate guest comments and complaints to identify problem areas and areas for improvements
• Respond to guest feedback/comments which have been escalated by the departments
• Work with the Hotel General Manager to resolve guest requests and complaints which could create or have created reputational risks for the establishment
• Share positive guest feedback with direct reports and the departments to celebrate success
• Work with direct reports to develop and implement strategies to improve guest service and service efficiency, based on guest feedback

C7. Oversee recruitment activities

• Work with direct reports to identify staffing needs
• Work with HR to authorise recruitment requests, in line with budget
• Ensure staffing levels are appropriate across all departments
• Screen applicants for direct report positions
• Conduct interviews for direct report positions
• Select and appoint direct report positions
• Support interviews for department roles, as required
• Develop strategies to retain staff and reduce turnover within the establishment

C8. Oversee staff training and development

• Deliver establishment induction, as required
• Work with direct reports to ensure staff within departments receive necessary skills training to maintain establishment standards and deliver guest experience
• Ensure training delivered for the departments is within budget
• Monitor service delivery, guest feedback and external evaluations to identify further training needs to help maximise revenue and/or improve profitability
• Constantly identify opportunities for direct reports to develop new skills
• Coach and mentor direct reports to ensure effective succession planning

C9. Manage finances

• Support the Hotel General Manager in developing the establishment’s annual business plan*
• Implement establishment financial plan
• Analyse financial performance of the establishment to identify business needs which require pro-active measures
• Monitor sales and revenue figures for the establishment and make adjustments to the operations, as necessary, to achieve targets
• Negotiate commercial contracts, as required
• Manage staff costs

*Annual business plan refers to the annual breakdown of the establishment’s business strategy, including the financial plan.
Business strategy refers to an overarching plan of strategic initiatives, including the revenue strategy, which will help achieve the strategic vision of the establishment.
Revenue strategy refers to a plan of strategic actions, including sales and marketing activities, which will contribute to short and long term financial goals of the establishment.

C10. Plan and manage resources, within budget

• Manage procurement for the establishment to maximise efficiencies and profitability
• Drive efficiencies for the establishment by:
  - Controlling stock management
  - Managing staff levels
  - Overseeing the maintenance of the establishment

C11. Drive sustainable practices

• Take pro-active steps to promote sustainable practices in the establishment. Sustainable practices may include, but are not limited to:
  - Reducing waste
  - Recycling waste/packaging
  - Economic use of power and electricity
  - Consideration of carbon footprint: the environmental impact of getting goods to the establishment (e.g., food miles)
  - Community engagement to help disadvantaged communities as part of the establishment’s corporate social responsibility.

ROLE SPECIFIC

R1. Deputise for the General Manager

• Support the Hotel General Manager in the overall running of the establishment by providing strategic input
• Step into the role of the Hotel General Manager when required

R2. Manage the overall functioning of the establishment

• Run the day-to-day operations of the establishment
• Provide a physical presence by walking the floor and by engaging with staff and guests
• Coach direct reports to ensure standard operating procedures are met across departments
• Demonstrate a working and operational knowledge of all departments and be able to resolve any challenges and/or issues that are escalated
• Review the performance of all departments to identify any issues that need to be addressed and take appropriate corrective actions
• Oversee and adjust staffing levels across all departments to ensure maximum profitability
• Work with the direct reports to review guest feedback and to identify areas for improvements
• Celebrate success/positive guest feedback

R3. Manage revenue and forecast for the establishment

• Monitor sales figures
• Manage revenue figures to ensure targets are met
• Take pro-active measures in response to business needs

R4. Maintain relationships to deliver guest experience

• Network with guests and VIP to ensure they are satisfied, while driving revenue
• Maintain effective relationships with key influencers within the hotel industry and trade associations to promote the establishment to them
• Continuously monitor and evaluate guest feedback to maintain profitability
• Take actions to address situations which could impact on guest experience and/or create reputational risks for the establishment
• Work with direct reports to look for opportunities to improve guest service and service efficiency
• Share positive guest feedback with direct reports and their team to celebrate good performance and success

R5. Drive new business and ideas to maintain and improve the competitive value/differentiation of own establishment

• Explain how the establishment operates to achieve and maintain financial stability and deliver growth
• Explain how guest* and establishment profile* impact on the financial performance and profitability of the establishment
• Use guest profiling* to formulate strategies to help drive new business for the establishment
• Monitor trends, including competitor trends, to make recommendations to help drive new business
• Monitor and evaluate guest feedback to make recommendations to the Hotel General Manager for continued improvements, using different methods including social media
• Identify opportunities to improve the profitability of the establishment by considering wider issues such as sustainability (under-utilised products, local product, local trends, event, seasonality etc)

*Guest profile refers to the characteristics which describe the type of customers who visit the establishment and which are used as a basis to make decisions concerning guest service. These characteristics may include information such as demographics, gender, age, ethnicity, religion, location, social background, income, buying patterns and the purpose of the visit.

*Establishment profile refers to characteristics of the establishment including location, guest profile, style of décor and service.

*Guest profiling refers to the process of analysing the characteristics which describe the type of customers who visit the establishment and the characteristics of the establishment to make decisions concerning guest service.

R6. Perform audits and inspections

• Ensure property, grounds, physical plant, service and guest areas are maintained to required standards
• Ensure the professional appearance of staff is in line with establishment standards
• Carry out spot and regular audits on service areas, rooms and other guest areas
• Develop action plans, in response to audits, and manage their implementation

R7. Maintain full compliance of the establishment with legislation, health and safety requirements and relevant by-laws

• Demonstrate strong working knowledge of relevant legislation and regulations
• Work with the Hotel General Manager to ensure the establishment complies with legal, regulatory, quality, and other relevant requirements including establishments standards
• Support the Hotel General Manager in working with regulatory authorities to ensure compliance
• Carry out spot audits in all areas to check for compliance and to identify any potential non-compliance issues
• Work with direct reports to develop and implement action plans, in response to internal and external audits

R8. Demonstrate a working knowledge of technology, appropriate for own role

• Use technology enabled devices to run management reports for the establishment including financial reports, reservations, staff costs and inventories
• Use a combination of reports to inform management and strategic decisions for the establishment
• Demonstrate a competent use of IT systems related to key areas of operations
• Use social media to monitor and respond to guest feedback
• Use technology enabled devices to carry out research to find out about new trends, ideas, techniques and styles

PROFESSIONAL DEVELOPMENT

P1. Demonstrate in-depth knowledge of career pathways within the hospitality industry, including progression opportunities for current role

• Describe opportunities to progress from current role and the steps that could be taken to get to those opportunities

P2. Undertake a range of training or learning activities to acquire new or update existing skills and knowledge

• Identify training or learning needs* specific to own role
• Participate in training or learning activities*
• Provide evidence of training or learning undertaken

*Training or learning needs refers to the development of skills and knowledge related to hospitality which may include: 

Product knowledge
Understanding of new developments, trends, IT systems and equipment
Changes to legal or industry regulations such as health and safety and food safety
Changes to establishment standards
Development of soft skills such as communication and teamwork.

*Training or learning activities refers to on-the-job training, workshops, seminars, conferences, courses, competitions and mentoring.

P3. Apply knowledge gained from the professional development activities to

Improve own working practices
Improve the operations of the establishment

• Identify opportunities to apply new knowledge/skills learnt
• Describe how new knowledge/skills learnt have been put into practice:
  - Changes made to operating in own role and the impact of the changes
• Make recommendations for changes to the establishment operations and the impact (or anticipated impact) of the changes

Skills required: Skills required to achieve a badge are shown in black bold font.

Examples: For each skill required, a range of examples are provided to illustrate how the relevant skill can be demonstrated. Examples are shown in red bullet points.

(Examples are a list of activities which are likely to be carried out when undertaking the role the badge relates to. The list of examples is not exhaustive. Individuals are not required to demonstrate every skill listed and there may be other relevant skills which are not listed, but can be accepted).

Definitions: Key terms, which are used to illustrate the skills required and/or the examples, carry an asterix* with a corresponding explanation shown in italics.

CORE SKILLS

C1. Support the creation and delivery of the restaurant revenue strategy

• Contribute to the creation of the revenue plan for the restaurant by providing input into strategic and operational decisions
• Work with direct reports to create department revenue plans
• Monitor the implementation of department revenue plans
• Manage the delivery of all operational projects underpinning the restaurant revenue plan, within budget and on time

C2. Set and monitor goals and targets

• Translate the restaurant revenue plan into targets and action plans for all departments
• Set and communicate targets and action plans for each department
• Have an in-depth knowledge of the restaurant’s business performance
• Monitor each department’s performance against department targets and action plans
• Take corrective action, as necessary, to ensure department targets are met
• Evaluate and reflect on own performance
• Continuously monitor and respond to guest and staff feedback to improve efficiencies and business performance

C3. Lead, motivate and manage a team of senior managers to deliver targets and goals

• Set objectives for direct reports to achieve restaurant targets and goals
• Oversee the day-to-day operation of the restaurant and manage any issues which have been escalated
• Conduct departmental meetings
• Conduct performance review for direct reports
• Oversee the management of performance issues, disciplinary actions and terminations, and provide assistance as required
• Monitor the performance of all departments to identify opportunities for improvements
• Establish and maintain effective working relationship with the Restaurant General Manager, direct reports and their teams
• Provide input into senior executive meetings, as required by the Restaurant General Manager
• Recognise and celebrate success when targets and goals are met

C4. Manage guest service

• Demonstrate strong operational and working knowledge of establishment standards*
• Manage and coordinate all activities across departments to ensure compliance with service and establishment standards
• Monitor the quality and efficiency of service across departments to identify areas for improvements
• Evaluate problem areas and formulates strategies to maximise guest satisfaction
• Make strategic recommendations to the Restaurant General Manager to manage the reputation of the restaurant
• Oversee and approve training plans to address problem areas, as necessary

*Establishment standards refers to standards set for establishment by the Restaurant General Manager, head office and/or the owners and include standard operating policies and procedures, establishment operating controls and service standards.

C5. Solve problems and deal with pressure to manage the reputation of the restaurant

• Manage complex guest requirements and serious complaints* which have been escalated from the departments
• Anticipate possible circumstances* which have the potential to impact on the reputation of the restaurant and take preventative action to avoid these
• Conduct daily and spot inspections across the restaurant to identify any service issues
• Be available to assist direct reports to help resolve any issues or problems
• Manage operational issues and problems which have been escalated

*Serious complaint refers to a situation where a guest raised their dissatisfaction with the service received and/or the restaurant and which can create a reputational or commercial risk for the business. A serious complaint requires senior or executive management level and/or external intervention.

*Circumstances refers to situations, conditions, hazards, guest requests and/or complaints.

C6. Monitor and manage guest feedback

• Oversee the handling of guest requests and complaints by the departments
• Check and evaluate guest comments and complaints to identify problem areas and areas for improvements
• Respond to guest feedback/comments which have been escalated by the departments
• Work with the Restaurant General Manager to resolve guest requests and complaints which could create or have created reputational risks for the restaurant
• Share positive guest feedback with direct reports and the departments to celebrate success
• Work with direct reports to develop and implement strategies to improve guest service and service efficiency, based on guest feedback

C7. Oversee recruitment activities

• Work with direct reports to identify staffing needs
• Work with HR to authorise recruitment requests, in line with budget
• Ensure staffing levels are appropriate across all departments
• Screen applicants for direct report positions
• Conduct interviews for direct report positions
• Select and appoint direct report positions
• Support interviews for department roles, as required
• Develop strategies to retain staff and reduce turnover within the restaurant

C8. Oversee staff training and development

• Deliver establishment induction, as required
• Work with direct reports to ensure staff within departments receive necessary skills training to maintain establishment standards and deliver guest experience
• Ensure training delivered for the departments is within budget
• Monitor service delivery, guest feedback and external evaluations to identify further training needs to help maximise revenue and/or improve profitability
• Constantly identify opportunities for direct reports to develop new skills
• Coach and mentor direct reports to ensure effective succession planning

C9. Manage finances

• Support the Restaurant General Manager in developing the restaurant’s annual business plan*
• Implement establishment financial plan
• Analyse financial performance of the restaurant to identify business needs which require pro-active measures
• Monitor sales and revenue figures for the restaurant and make adjustments to the operations, as necessary, to achieve targets
• Negotiate commercial contracts, as required
• Manage staff costs

*Annual business plan refers to the annual breakdown of the restaurant’s business strategy, including the financial plan.
Business strategy refers to an overarching plan of strategic initiatives, including the revenue strategy, which will help achieve the strategic vision of the restaurant.
Revenue strategy refers to a plan of strategic actions, including sales and marketing activities, which will contribute to short and long term financial goals of the restaurant.

C10. Plan and manage resources, within budget

• Manage procurement for the restaurant to maximise efficiencies and profitability
• Drive efficiencies for the restaurant by:
  - Controlling stock management
  - Managing staff levels
  - Overseeing the maintenance of the restaurant

C11. Drive sustainable practices

• Take pro-active steps to promote sustainable practices in the restaurant. Sustainable practices may include, but are not limited to:
  - Reducing waste
  - Recycling waste/packaging
  - Economic use of power and electricity
  - Consideration of carbon footprint: the environmental impact of getting goods to the restaurant (eg food miles)
  - Community engagement to help disadvantaged communities as part of the restaurant’s corporate social responsibility.

ROLE SPECIFIC

R1. Deputise for the Restaurant General Manager

• Support the Restaurant General Manager in the overall running of the restaurant by providing strategic input
• Step into the role of the Restaurant General Manager when required

R2. Manage the overall functioning of the restaurant

• Run the day-to-day operations of the restaurant
• Provide a physical presence by walking the floor and by engaging with staff and guests
• Coach direct reports to ensure standard ope