Hospitality Supervision and Leadership

Level 3 Award in Hospitality Supervision and Leadership Principles

Unit 1 Principles of leading a team in the hospitality industry

Unit 2 Supervision of operations in the hospitality industry

Unit 3 Principles of supervising customer service performance in hospitality, leisure, travel and tourism

Unit 1

1 - Know the different types of hospitality organisations:

1. The key types of hospitality organisations

2. The characteristics of different service styles in the hospitality and catering industry

3. Outline internal and external factors that affect hospitality industry

2 – Understand the need for effective communication:

1. Describe the key ways in which supervisor can communicate with colleagues (peer/managers), customers/client, supplier

2. Explain the benefits of effective communication

3. Analyse a range of effective methods of communication used within hospitality organisations

4. Explain why different methods of communication are used in different scenarios

3 – Understand factors that impact on the hospitality industry:

1. Describe how to support, motivate and develop staff in a team

2. Explain the importance of effective working relationships and their impact on the organisation

3. Explain the importance of performance management and its impact on the organisation

4. Identify various leadership styles and how they differ

5. Explain how different styles of leadership can we effective within hospitality industry and catering industry

6. Explain the principles of developing daily and weekly work plans

7. Explain the importance of objective setting in daily and weekly allocation of work

8. Explain the importance of ongoing review of work allocation

9. Describe internal and external operational factors that affect decision making

10. Produce daily and weekly work plans

11. Identify factors that may influence long term work planning

4 – Understand factors that impact on the hospitality industry:

1. Describe requirements of key legislation that applies to the hospitality industry

2. Describe the impact of key regulations and codes of practice on behaviour and service delivery in the hospitality industry

3. Explain the consequences of failing to follow key internal and external regulations and codes of practice

4. Outline environmental issues that affect the hospitality industry

5. Describe the health, safety and security responsibilities of individuals and team leaders in hospitality organisations

6. State common hazards and risks in hospitality organisations

7. Describe the consequences of not following health & safety procedures to staff, the business and the company

8. State supervisor responsibilities for responding to identified risks in hospitality organisations.

Unit 2

1 – Understand factors that impact on the hospitality industry:

1. Describe different customer groups

2. Explain the benefits of good customer service to colleagues, customers/clients and organisation

3. Describe ways in which service standards can be internally and externally monitored effectively

4. Describe ways of improving customer service

5. Describe how to deal with unsatisfactory customer experiences

6. Outline ways to promote a customer service culture within a team.

2 – Understand the principles of stock control:

1. State key types of supplies available to a supervisor

2. Describe stock ordering processes

3. Describe procedures for receiving stock

4. Explain the principles of storing stock

5. Describe the factors that influence stock levels in a hospitality organisation

6. Describe how to monitor use of stock to avoid wastage and to maintain sufficient levels

7. Explain the financial and operational impacts of not maintaining the correct levels of stock.

3 – Understand how to use resources effectively:

1. Describe how to use key types of supplies cost effectively

2. State the importance of encouraging others to use supplies efficiently

3. Explain the need to maintain appropriate staffing levels.

Unit 3

1 – Understand how to develop a customer service culture within their business:

1. Describe the role of the supervisor in leading by example when delivering excellent customer service

2. Explain the impact of customer service on the performance of the business

3. Explain the relationship between delivering customer service and selling services

4. Identify and apply good practice techniques to monitor the delivery of customer service against organisational standards.

2 – Understand how to build teams and motivate through colleague’s techniques such as on-site coaching:

1. Analyse how effective teams can be developed to deliver excellent customer service

2. Explain the importance of staff development in ensuring that excellent customer service is delivered

3. Describe the role of the supervisor in developing teams

4. Describe how training and coaching sessions can be implemented to improve the delivery of customer service

5. Describe the importance of providing feedback to staff

6. Apply appropriate methods to deliver feedback to staff.

3 - Understand how to effectively monitor and communicate levels of customer service performance:

1. Analyse the importance of developing and implementing clear customer service standards

2. Describe appropriate ways in which supervisors can monitor and measure the performance of team members

3. Describe appropriate corrective actions that can be taken to resolve failures in the delivery of customer service

4. Explain how performance against customer service standards can be recorded and communicated

5. Identify ways in which measurement of the effectiveness of customer service can be used to improve future performance.