This introductory Certificate in Food and Beverage Service is designed for those who want to know more about providing a food and beverage service.  It is suitable to those without prior knowledge of food and beverage service as well as those already in a job that involves food and beverage service provision in the hospitality industry. It will gain you a broad range of skills to help you understand and create systems and procedures required in delivering welcoming food and beverage service for guests.  It may also help move you into a supervisory role.

Overall Programme Outcomes

On completion of this programme, learners will be able to:

• Develop a range of skills including personal skills, techniques and attributes essential for successful performance in the Food and Beverage Service section of a hospitality establishment.
• Understand the importance of the customer experience in food and drink service operations.
• Deliver a service that is professional, safe and hygienic.
• Progress on to a higher level qualification or vocationally related programme.

Assessments

There are two sets of 40 Multiple Choice Questions (“MCQ”) for each Module. Each MCQ session will time-out after one hour. You may re-sit the MCQ if it times-out before you complete it or if you do not achieve a pass. The Certificate is accredited by TQUK (a well-established and highly regarded Ofqual registered Awarding Organisation).

Entry Requirement

Applicants may be admitted on evidence to show they are able to fulfill and benefit from the objectives of the programme and achieve the standards required.

Programme Structure

The Level 3 Certificate in Food and Beverage Service accrues 30 credits over 3 modules.  Each module carries 10 credits and are in:

• Module 1 – Customer Service
• Module 2 – Cash and Cash Equivalent Controls in F & B outlets
• Module 3 – Maintain food safety when storing, holding and serving food

Module 1 – Customer Service

On completion of this module, learners will be able to:

• Establish rapport with customers
• Respond appropriately to customers
• Communicate information to customers
• Making a positive impact and impression.

Module Content includes:

(i)           Establish rapport with customers

Topics covered include:

• Meeting standards and behavior
• Greeting customers
• Effective communication
• Identifying customer expectations
• Customer care
• Responding and adapting behaviour to customers accordingly

(ii)          Respond appropriately to customers

Topics covered include:

• Response times
• Appropriate methods of customer communication
• Confirming customer expectations

(iii)         Communicate information to customers

Topics covered include:

• Using available resources to support customers
• The importance of knowing your organisation’s services/products
• Clear and precise communication with customer
• Managing customer expectations

(iv)         How to make a positive impact/impression

Topics covered include:

• Adhering to an organisation’s standards and behaviour
• Understanding and adhering to an organisation’s guidelines, rules and policies
• Recognising customer needs and emotions
• Customer response times

Module 2 – Cash and Cash Equivalent Controls in F& B outlets

On completion of this module, learners will be able to:

• The process and handling of payments
• Marinating payment points and dealing with payment issues

Module Content includes:

• The process and handling of payments

Topics covered include:

• Preparing the payment point
• Maintaining a payment point
• Procedure for taking payments

(ii)          Maintenance and payment issues

• The legal requirements relating to payments
• Organisational security procedures for payments
• Setting a payment point
• Dealing with customers at payment
• Understanding problems and errors that may arise relating to payments

Module 3 –Food safety

On completion of this module, learners will be able to:

• Understand the importance and issues relating to food safety
• Understand the importance personal cleanliness and hygiene
• Work area cleanliness and hygienic

Module Content includes:

(i)           Maintenance of food safety

Topics covered include:

• Significant food safety hazards
• Personal and work station cleanliness and hygiene
• Food storage and cross-contamination

(ii)          Personal cleanliness and hygiene

Topics covered include:

• Importance of clean and suitable clothing
• Issues and the spread of bacteria
• Understand the impact of unsanitary practices in relation to food preparation and service
• Injuries, illnesses and open wounds
• Key do’s and don’ts

(iii)         Clean and hygienic workplace

Topics covered include:

• Surfaces and equipment cleanliness
• Use of appropriate products and materials in maintain a clean and hygienic surfaces and equipment
• Impact of damaged or poorly maintained surfaces or equipment
• Waste disposal

(iv)         Food storage and cross contamination

Topics covered include:

• Inspecting and sign off on food deliveries
• Importance and issues of food storage
• Food preparation, labelling and rotation
• Understanding and identifying cross contamination

This Diploma is designed to provide an understanding of the operational aspects of the hospitality industry as well as the knowledge and skills required to undertake a supervisory role.  It is suitable for those who aspire to take up employment with the hospitality establishment.  Those who are already working in the hospitality can also benefit from enhanced knowledge and skills in addition to obtaining a recognized qualification.

Overall Programme Outcomes

On completion of this programme, learners will be able to:

• Develop a range of skills including personal skills, techniques and attributes essential for successful performance in the hospitality industry.
• Develop the required knowledge and skills needed for the hospitality industry where you can gain employment at supervisory levels.
• Progress on to a higher level qualification or vocationally related programme.

Assessments

There are two sets of 40 Multiple Choice Questions (“MCQ”) for each Module. Each MCQ session will time-out after one hour. You may re-sit the MCQ if it times-out before you complete it or if you do not achieve a pass. The Diploma is accredited by TQUK (a well-established and highly regarded Ofqual registered Awarding Organisation).

Entry Requirement

Applicants may be admitted on evidence to show they are able to fulfill and benefit from the objectives of the programme and achieve the standards required.

Programme Structure

The Level 3 Diploma in Hospitality Operations accrues 60 credits over 6 modules.  Each module carries 10 credits and are in:

• Module 1 – Supervising Front Office Operations
• Module 2 – Supervising Customer Service
• Module 3 – Principles of Supervising and Leading Teams
• Module 4 – Maintaining accommodation services supplies
• Module 5 – Maintaining a healthy, safe and secure working environment
• Module 6 – Resource management in accommodation services

Module 1 – Supervision of Front Office Operations

On completion of this module, learners will be able to:

• Supervise front office operations
• Develop good working relationship with line managers, team members and subordinates

Module Content includes:

(i)            Importance of integration

Be able to meet business objectives, motivate staff, improve communication, enhance teamwork, provide support to other departments and service lines, provide information and deliver speedy and good service.

(ii)            Allocate work

Be able to prepare rotas, balance staff workloads and availability and identify and exploit staff skill sets.

(iii)         Communication skills

Be better able to motivate others, disseminate information, help to promote and sell products and services and foster inter department collaboration.

(iv)         Methods

Understand the importance of and be able to use hand books and other resources to ensure staff are kept informed and aware of issues.  Be able to lead individual and team briefings and be able to identify appropriate and effective methods of communication including email, memos, notice boards and departmental meetings.

(v)          Types of problems

Be able to identify and deal with disputes between staff, poor staff personal presentation and behaviour, absenteeism and punctuality, plus guest complaints and behaviour.

(vi)         Role

Understand the scope of your role, authority and area of responsibility within the organization including reporting to line managers, communicating with guests and being able to offer upgrades and/or complementary products.

(vii)        Factors

Identify, understand and be able to deal with factors affecting the organization, for example, busy periods for checkout and group check-ins, shortages of staff, over booking, late availability of rooms, equipment failures, unexpected situations like power failure and damage and refurbishments.

(viii)      Statistics

Be able to understand and exploit data, for example, average spend per guest, per room, departmental revenue, room occupancy, sleeper occupancy, average length of stay, forecasting and revenue per available room (“REV par”).

(ix)         Analyse data

Be able to understand and analyse spreadsheets, graphs, bar charts, report summaries etc to identify areas of strengths and weaknesses and areas for improvement.

(x)          Methods for collecting feedback

Understand the importance and relevance of feedback from questionnaires and web page reviews and directly from guests including mystery shoppers.

Module 2 – Supervise Customer Service

On completion of this module, learners will be able to:

• Understand how to develop good customer service within the organization.
• Supervise the delivery of good customer service within the organization.

Module Content includes:

(i)           Developing customer service provisions and protocols

This module includes the following topics:

• Supervision of customer service
• Customer service
• The role of a supervisor
• The importance of service provisions for a business
• Impacts of customer service
• Selling versus customer service

(ii)          Customer service provisions and organisational standards for monitoring effectiveness.

This module includes the following topics:

• Organisational standards
• Customer charter
• Key areas for inclusion
• Complaints procedure
• Service provisions for specific needs

(iii)         Monitoring and measuring customer service

This module includes the following topics:

• Key performance indicators
• Performance review/appraisal
• Customer feedback

(iv)         Dealing with unsatisfactory service provisions

This module includes the following topics:

• Immediate actions
• Long-term actions

(v)          Supervising customer service

This module includes the following topics:

• Achieving business objectives
• Developing and monitoring service standards
• Selling techniques
• Supervision for specific customer needs

(vi)         Monitoring and measuring customer service

This module includes the following topics:

• Establishing and sourcing data for analysis
• Monitoring and actioning service procedures

Module 3 – Principles of Supervising and Leading Teams

On completion of this unit, learners will be able to:

• Understand how to lead a team.
• Understand how to plan work and monitor performance.

Module Content includes:

• Introduction to the principles of supervising and leading teams
• Leadership principles
• Information for organisational objectives
• Communication methods
• Motivating teams
• Leadership styles
• Identifying weaknesses and strengths
• Planning work
• Timing
• Monitoring performance

Module 4 – Maintain accommodation services supplies

On completion of this module, learners will be able to:

• Understand and be able to maintain accommodation services supplies.

Module Content includes:

(i)         Managing accommodation services supplies

Topics covered include:

• Introduction in maintaining accommodation services supplies
• Principles of stock control
• Supplies in accommodation services
• Procedures for receiving supplies
• Dealing with suppliers and discrepancies

(ii)         Managing accommodation services supplies

Topics covered include:

• Purpose of managing accommodation services supplies
• Features to secure storage areas
• The importance of maintaining stock levels
• Stock management

(iii)         Procedures for issuing stock

Topics covered include:

• Requisition order and issue procedures
• Documentation to control the receiving process
• Stock records
• Stock control

(iv)         Costs and usage

Topics covered include:

• Determining costs of goods sold
• Issuing linen supplies
• Separating the types of supplies

Module 5 – Maintain a healthy, safe and secure working environment

On completion of this module, learners will be able to:

• Understand health, safety and security in the workplace.
• Monitor and maintain health, safety and security in the workplace.

Module Content includes:

• Introduction to maintaining a healthy, safe and secure work environment
• Importance of OH&S Management
• Supervisor’s responsibilities
• The importance of staff awareness
• Health, safety and security hazards
• Methods to assess risks
• Monitoring health, safety and security
• Minimising risks
• Causes of accidents
• Types and actions in case of emergencies
• Systems for hazard identification
• Risk assessment
• Dealing with OH&S procedure breaches
• Staff training

Module 6 – Resource management in accommodation services

On completion of this unit, learners will be able to:

• Understand how to control resources in accommodation services.
• Manage physical resources in accommodation services.
• Understand how to manage the deployment of human resources in accommodation services.

Module Content includes:

• Introduction to and importance of resource management in accommodation services
• Physical resources
• Budgets
• Financial records and documents
• Types and uses of suppliers
• Environmental considerations
• Computerised stock control systems
• Managing physical resources
• Records for resources
• Human resources
• Determining human resource needs
• Staffing and rostering
• The 3 E test
• Calculating staffing needs according to productivity levels and available data
• Staff retention
• Identifying training needs

This Diploma is designed to provide a broader understanding and application of business administration to equip learners who are keen to take up employment in the business sector.  Those who are already working in the business sector can also greatly benefit from enhanced knowledge and skills in addition to a gaining recognized qualification.

Overall Programme Outcomes

On completion of this programme, learners will be able to:

• Develop a range of skills including personal skills, techniques and attributes essential for effective and successful performance.
• Communicate with other people in a business environment, clearly, convincingly and persuasively.
• Promote a safe, secure, productive and sustainable working environment while working with others within or outside an organization.
• Obtain, record, analyse and report on information.
• Increase effectiveness in marketing and sales.
• Drive success and deliver results by understanding customer behavior and expectations.
• Apply sales techniques and processes to achieve the sales and marketing success.
• Advance to a higher level qualification or vocational programme.

Assessments

There are two sets of 40 Multiple Choice Questions (“MCQ”) for each Module. Each MCQ session will time-out after one hour. You may re-sit the MCQ if it times-out before you complete it or if you do not achieve a pass. The Certificate is accredited by TQUK (a well-established and highly regarded Ofqual registered Awarding Organisation).

Entry Requirement

Applicants may be admitted on evidence to show they are able to fulfill and benefit from the objectives of the programme and achieve the standards required.

Programme Structure

The Level 3 Diploma in Business Administration accrues 60 credits over 6 modules.  Each module carries 10 credits and are in:

• Module 1- Working With Others In A Business Environment
• Module 2 – Communicating In A Business Environment
• Module 3 – Analyse And Report Data
• Module 4 – Fundamentals of Marketing
• Module 5 – Understanding Customers
• Module 6- Sales Techniques and Processes

Module 1 – Working With Others in a Business Environment

On completion of this module, learners will be able to:

• Understand how to support an organisation’s overall mission and purpose
• Understand how to work as a team to achieve goals and objectives
• Understand how to communicate as a team
• Understand the contribution of individuals within a team
• Understand how to deal with problems and disagreements
• Understand the purpose of feedback when working as a team
• Be able to work in a team to achieve goals and objectives
• Be able to deal with problems in a team
• Be able to share feedback on objectives in a team

Module Content includes:

• Business Organisation Structure and Functions
• Organisational Mission, Vision and Corporate Goals
• Organisational Policies and Procedures governing Rules and Regulations, Grievances, Discipline, Ethical Behaviors and Inter department interactions
• Characteristics and types of teams
• Effective team working
• Team dynamics
• Team communication including feedback
• Resolving and dealing with conflicts

Module 2: Communicating In A Business Environment

Upon completion of this module, learners will be able to:

• Understand the purpose of planning communication
• Understand how to communicate in writing
• Understand how to communicate verbally
• Understand the purpose and value of feedback in developing communication skills
• Be able to plan communication
• Be able to communicate in writing
• Be able to communicate verbally
• Be able to identify and agree ways of further developing communication skills

Module Content includes:

• The Communication Cycle
• Communication in organisations
• Effectiveness of different types of communication
• Effective written communication
• Using electronic written communication
• Planning and delivering presentations
• Effective verbal communication
• Non – verbal and body language
• Effective Non- verbal communication
• Feedback on communication
• Planning communication

Module 3 – Analyse And Report Data

Upon completion of this Module, learners will be able to:

• Understand how to organise and evaluate data that has been researched
• Understand how to report data that has been researched
• Be able to analyse and evaluate data
• Be able to report data

Module Content includes:

• Nature and scope of research and information gathering
• Types of research
• Sources of information and research
• Planning and information gathering processes
• Internet information search
• Data Analysis
• Organising, reporting data and information
• Types of reports and presentation styles

Module 4 – Marketing Fundamentals

On completion of this module, learners will be able to:

• Understand the role and function of marketing.
• Understand what influences customer buying behaviour
• Identify both the internal and external marketing environment and how they affect marketing planning
• Identify options for gathering relevant marketing information
• Know the elements of the marketing mix
• Apply and adapt the marketing mix to satisfy customer needs.

Module Content includes:

• Definition, Role and Development of Marketing
• Types of customers and buying behavior
• Marketing Environment scanning including SWOT Analysis and PESTLE Analysis
• Gathering Marketing information and intelligence
• Market Segmentation and Positioning
• Marketing Mix
• Adapting Marketing Mix to meet customers’ needs and expectations

Module 5 – Understanding Customers

On completion of this module, learners will be able to:

• Understand the characteristics of customers and their expectations
• Understand and apply customer service delivery in organizations
• Enhance the customer experience
• Monitor and measure customer experience

Module Content includes:

• Internal customers and external customers
• Customer expectations and satisfaction
• Exceeding customer expectations
• Responsibilities
• Customer service roles
• Behaviours
• Typical customer service problems
• Monitoring and reporting customer service problems

Module 6 – Sales Techniques and Processes

On completion of this unit, learners will be able to:

• Demonstrate an understanding of buyer behaviors in sales situations
• Formulate and implement sales plans

Module Content includes:

• Different roles within buyer decision-making processes
• Sales techniques
• Different methods of contacting customers
• Developing price-based promotions proposal
• Methods of measuring and evaluating the success of price-based promotions
• Preparing for face to face sales activities
• Preparing for telephone sales activities
• Identifying a customer’s status
• Identifying the nature of competitor behaviour that may affect the outcome of the sales activity
• Product and/or service benefits meeting the customer’s wants and needs
• Identifying follow-up actions

This is an introductory Certificate in Marketing designed for those who wish to know more about marketing.  It is suitable for individuals who have no prior knowledge of marketing and those already in the business of communicating and promoting the value of products, brands or services to customers.  It is also valuable for individuals whose job it is to support people already in marketing by having an understanding of basic marketing tasks and functions.

No prior experience, marketing knowledge or qualifications are necessary.  This course is ideal for anyone who is looking to gain knowledge and skills to kick-start a career in marketing.

Overall Programme Aims

On completion of this programme, learners will be able to:

• Increase their personal knowledge and effectiveness in relation to marketing and sales related tasks.
• Recognise the importance of marketing in driving success and delivering results.
• Demonstrate an understanding of customer behavior and expectations so as to be more effective in marketing and targeting.
• Apply sales techniques and processes to achieve the sales and marketing success.
• Advance to a higher level qualification or vocational programme.

Assessments

There are two sets of 40 Multiple Choice Questions (“MCQ”) for each Module. Each MCQ session will time-out after one hour. You may re-sit the MCQ if it times-out before you complete it or if you do not achieve a pass. The Certificate is accredited by TQUK (a well-established and highly regarded Ofqual registered Awarding Organisation).

Entry Requirement

Applicants may be admitted on evidence to show they are able to fulfill and benefit from the objectives of the programme and achieve the standards required.

Programme Structure

The Level 3 Certificate in Marketing accrues 30 credits over 3 modules.  Each module carries 10 credits and are in:

• Module 1 – Marketing Fundamentals
• Module 2 – Understanding Customers
• Module 3 – Sales Techniques and Processes

Module 1 – Marketing Fundamentals

On completion of this module, learners will be able to:

• Understand the role and function of marketing.
• Understand what influences customer buying behaviour
• Identify both the internal and external marketing environment and how they affect marketing planning
• Identify options for gathering relevant marketing information
• Know the elements of the marketing mix
• Apply and adapt the marketing mix to satisfy customer needs.

Module Content includes:

• Definition, Role and Development of Marketing
• Types of customers and buying behavior
• Marketing Environment scanning including SWOT Analysis and PESTLE Analysis
• Gathering Marketing information and intelligence
• Market Segmentation and Positioning
• Marketing Mix
• Adapting Marketing Mix to meet customers’ needs and expectations

Module 2 – Understanding Customers

On completion of this module, learners will be able to:

• Understand the characteristics of customers and their expectations
• Understand and apply customer service delivery in organizations
• Enhance the customer experience
• Monitor and measure customer experience

Module Content includes:

• Internal customers and external customers
• Customer expectations and satisfaction
• Exceeding customer expectations
• Responsibilities
• Customer service roles
• Behaviours
• Typical customer service problems
• Monitoring and reporting customer service problems

Module 3 – Sales Techniques and Processes

On completion of this unit, learners will be able to:

• Demonstrate an understanding of buyer behaviors in sales situations
• Formulate and implement sales plans

Module Content includes:

• Different roles within buyer decision-making processes
• Sales techniques
• Different methods of contacting customers
• Developing price-based promotions proposal
• Methods of measuring and evaluating the success of price-based promotions
• Preparing for face to face sales activities
• Preparing for telephone sales activities
• Identifying a customer’s status
• Identifying the nature of competitor behaviour that may affect the outcome of the sales activity
• Product and/or service benefits meeting the customer’s wants and needs
• Identifying follow-up actions

This introductory Certificate in Front Office Supervision is designed for those who aspire to take up more senior position at supervisory level for the front office in hotels.  It is suitable to those who are already working at the front office.

Overall Programme Outcomes

On completion of this programme, learners will be able to:

• Develop a range of skills including personal skills, techniques and attributes essential for successful performance at the Front Office of a hotel.
• Understand the supervisory skills needed in a Front Office function within the Hospitality Industry.
• Supervise the staff, set objectives and assess front office functions
• Develop positive working relationships which contribute to efficient Front Office operations.
• Progress on to a higher level qualification or vocationally related programme.

Assessments

There are two sets of 40 Multiple Choice Questions (“MCQ”) for each Module. Each MCQ session will time-out after one hour. You may re-sit the MCQ if it times-out before you complete it or if you do not achieve a pass. The Certificate is accredited by TQUK (a well-established and highly regarded Ofqual registered Awarding Organisation).

Entry Requirement

Applicants may be admitted on evidence to show they are able to fulfill and benefit from the objectives of the programme and achieve the standards required.

Programme Structure

The Level 3 Certificate in Front Office Service accrues 30 credits over 3 modules.  Each module carries 10 credits and are in:

• Module 1 – Supervision of Front Office Operations
• Module 2 – Supervise Customer Service
• Module 3 – Principles of Supervising and Leading Teams

Module 1 – Supervision of Front Office Operations

On completion of this module, learners will be able to:

• Know how to supervise front office operations
• Supervise front office operations
• Develop good working relationship with team members and subordinates

Module Content includes:

(i)           The importance of integration

Understand the importance of integration in meeting business objectives, motivating staff, improving communication, enhancing teamwork, providing support to other departments, providing information, delivering speedy and good service.

(ii)          Allocating work

Be able to prepare rotas, balance staff workloads and availability and identify and exploit staff skill sets.

(iii)         Communication skills

Be better able to motivate others, disseminate information, help to promote and sell products and services and foster inter department collaboration.

(iv)         Methods

Understand the importance of and be able to use hand books and other resources to ensure staff are kept informed and aware of issues.  Be able to lead individual and team briefings and be able to identify appropriate and effective methods of communication including email, memos, notice boards and departmental meetings.

(v)          Types of problems

Be able to identify and deal with disputes between staff, poor staff personal presentation and behaviour, absenteeism and punctuality, plus guest complaints and behaviour.

(vi)         Role

Understand the scope of your role, authority and area of responsibility within the organization including reporting to line managers, communicating with guests and being able to offer upgrades and/or complementary products.

(vii)        Factors

Identify, understand and be able to deal with factors affecting the organization, for example, busy periods for checkout and group check-ins, shortages of staff, over booking, late availability of rooms, equipment failures, unexpected situations like power failure and damage and refurbishments.

(Viii)      Statistics

Be able to understand and exploit data, for example, average spend per guest, per room, departmental revenue, room occupancy, sleeper occupancy, average length of stay, forecasting and revenue per available room (“REV par”).

(ix)         Analyse data

Be able to understand and analyse spreadsheets, graphs, bar charts, report summaries etc to identify areas of strengths and weaknesses and areas for improvement.

(x)          Methods for collecting feedback

Understand the importance and relevance of feedback from questionnaires and web page reviews and directly from guests including mystery shoppers.

Module 2 – Supervise Customer Service

On completion of this module, learners will be able to:

• Understand how to develop good customer service within the organization.
• Supervise the delivery of good customer service within the organization.

Module Content includes:

Developing customer service provisions and protocols

This module includes the following topics:

• Supervision of customer service
• Customer service
• The role of a supervisor
• The importance of service provisions for a business
• Impacts of customer service
• Selling versus customer service

Customer service provisions and organisational standards for monitoring effectiveness.

This module includes the following topics:

• Organisational standards
• Customer charter
• Key areas for inclusion
• Complaints procedure
• Service provisions for specific needs

Monitoring and measuring customer service

This module includes the following topics:

• Key performance indicators
• Performance review/appraisal
• Customer feedback

Dealing with unsatisfactory service provisions

This module includes the following topics:

• Immediate actions
• Long-term actions

Supervising customer service

This module includes the following topics:

• Achieving business objectives
• Developing and monitoring service standards
• Selling techniques
• Supervision for specific customer needs

Monitoring and measuring customer service

This module includes the following topics:

• Establishing and sourcing data for analysis
• Monitoring and actioning service procedures

Module 3 – Principles of Supervising and Leading Teams

On completion of this unit, learners will be able to:

• Understand how to lead a team.
• Understand how to plan work and monitor performance.

Module Content includes:

• Introduction to the principles of supervising and leading teams
• Leadership principles
• Information for organisational objectives
• Communication methods
• Motivating teams
• Leadership styles
• Identifying weaknesses and strengths
• Planning work
• Timing
• Monitoring performance