Apprenticeship – Hospitality Team Member – Level 2

A hospitality team member can work in a range of establishments such as bars, restaurants, cafés, conference centres, banqueting venues, hotels or contract caterers.

The role is very varied. Although hospitality team members tend to specialise in a particular area, they have to be adaptable and ready to provide support across the business, for example during busy periods.

Specialist areas in hospitality include food and beverage service, serving alcoholic beverages, barista, food preparation, housekeeping, concierge and guest services, reception, reservations and conference and banqueting.

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

Entry requirements are to be decided by the employer at the start of the apprenticeship.

Your apprentice will need to demonstrate knowledge and skills within four main areas:

• Customer
• Business
• People
• First Line Supervision/Team Leading

Hospitality Team Members will then choose one option for their specialist function:

• Food and Beverage Service
• Alcoholic Beverage Service
• Barista
• Food Production
• Concierge and Guest Services
• Housekeeping
• Reception
• Reservations
• Conference and Events Operations

• Use own initiative and have confidence in determining customers’ needs
• Take an enthusiastic and positive approach to providing excellent customer service
• Carry out activities with consideration of their cost and value
• Proactively support the reputation of the business and be aware of how it compares with its competitors
• Organise own work and have the confidence to ask for guidance, fully participate in performance reviews and training, and act on feedback relating to personal performance
• Confidently demonstrate a belief in the products/services the business offers
• Keep up to date with how the business positions itself within the wider hospitality industry
• Work with integrity in a safe, honest and trustworthy manner, putting personal safety and that of others first
• Take feedback from customers seriously and actively improve own customer service in line with business/brand standards
• Take a friendly and outgoing approach, enjoy talking and interacting with others, and communicate according to the business/brand standard
• Demonstrate pride in own role through a consistently positive and professional approach, and be aware of the impact of personal behaviour within the team
• Demonstrate the ability and confidence to deputise for the line manager when necessary
• Operate in a fair and professional manner
• Demonstrate personal commitment to minimising the negative effect on the environment caused by work activities
• Use technology responsibly and take an interest in new developments that relate to own job role
• Behaviours linked to each individual specialist function.

Your apprentice will gain the Intermediate Apprenticeship: Hospitality Team Member.

Your apprentice will be supported and assessed to prepare for an end point assessment at the end of their course. This will consist of the following:

• 90-minute on demand test
• Two-hour practical observation
• Business project

Followed by:

• 40-minute professional discussion

The first three activities can be completed in any order.

All assessment activities must be completed within two months.

All support and assessment will be in the workplace. End point assessment will take place locally or within the College.

You will need to provide your apprentice with any PPE required legally and to help them to undertake their role safely.

Progression from this apprenticeship is expected to be to a hospitality supervisory or team leading role.

• Food and Beverage Service
• Barista
• Food Production
• Concierge and Guest Services
• Housekeeping
• Reception
• Reservations
• Conference and Events Operations

You may already have someone in your organisation or someone has come to you direct asking for an apprenticeship, but if you don’t we have a free recruitment service to help you hire the best candidate for your organisation from our talent pool and external advertising through social media and the national apprenticeship services website

If you are an employer and you would like to know more, please email businessenquiries@derby-college.ac.uk or call 01332 387421