This is not the latest approved version of this apprenticeship. View the latest version
This apprenticeship is in revision
Proposal approved
Occupational standard approved
End-point assessment plan approved
Funding approved
This occupation is found in a large range of sectors across the hospitality industry, one of the most diverse industries globally. Employers range from small to large. Food and Beverage team members work in a range of establishments including restaurants, cafes, counter service, licensed premises, casinos, and coffee shops.
The broad purpose of the occupation is to assemble and serve a range of food and beverages to customers, ensuring a seamless and quality customer experience. General duties include making beverages such as cocktails, coffees and other drinks, serving food and beverages, managing bookings, greeting and serving customers, promoting items, managing groups of customers, taking payments and resolving any issues or complaints. In a restaurant, for example, food and beverage team members would be expected to perform a variety of daily activities, such as monitoring and managing customers to ensure customer needs are met, waiting tables, serving beverages and assisting customers, communicating efficiently and effectively and creating a positive and comfortable environment. Food and beverage team members would clean and sanitise work areas, utensils and equipment and make sure seating areas were cleared and ready for new customers. Team members are responsible for presenting promotions to customers, and upselling items. Team members are expected to monitor and replenish stock front of house.
In their daily work, an employee in this occupation interacts with... a variety of people including other members of their team and managers. They collaborate closely with back of house colleagues and across the wider organisation. Their main point of contact is with external customers such as restaurant or cafe guests where they are largely responsible for the customer experience.
An employee in this occupation will be responsible for... carrying out a range of food and beverage service activities, in restaurants, bars, pubs, counter service, and coffee outlets and meeting quality, deadline, productivity, hygiene, financial and environmental requirements. They are largely responsible for timing of service, atmosphere, and guest management front of house. Employees are responsible for applying legislation related to food safety as well as general Health and Safety. They are responsible for ensuring customer needs are met and acting to increase the popularity of the establishment and profitability of products, including promoting items and upselling to customers. They will contribute to stock management, proactive planning, and risk management, meeting daily, weekly, and monthly to provide innovative suggestions and ideas. They will ensure safe production of food, beverages and other products, and a safe, calm and professional working environment for themselves and colleagues. Typically, they will report to a designated supervisor or manager.
| Duty | KSBs |
|---|---|
|
Duty 1 Serve food and beverages maintaining individual company standards. |
K1 K6 K7 K8 K10 K12 K13 K15 K17 K20 K23 K24 K26 |
|
Duty 2 Deliver relevant food and beverage services, taking opportunities to maximise sales and improve customer experience and satisfaction. |
|
|
Duty 3 Use communication effectively when delivering service, adapting communication to individual needs. |
|
|
Duty 4 Maintain a safe, hygienic, and efficient working environment in line with individual business processes. |
|
|
Duty 5 When providing service, ensure compliance with legislations; health and safety, food safety, including allergens, and licensing laws relevant to own role. |
|
|
Duty 6 Engage with and use technology and equipment relevant to role appropriately and safely. |
|
|
Duty 7 Handle transactions and payments securely. |
|
|
Duty 8 Work as part of a team to ensure the delivery of allocated tasks, proactively dealing with any issues to ensure service is maintained. |
|
|
Duty 9 Monitor and maintain stock levels in line with demand. |
|
|
Duty 10 Know when and how to escalate issues and to whom. |
|
|
Duty 11 Take personal responsibility for own development. |
|
|
Duty 12 Comply with employer's expectations of professional standards in the workplace. |
|
|
Duty 13 Engage with sustainability practices and initiatives within own business area and encourage others to seek opportunities to reduce impact on the environment. |
|
|
Duty 14 Contribute ideas and suggestions to continually improve the efficiency and effectiveness of standard operating processes and ways of working. |
|
|
Duty 15 Comply with principles and policies of equity, diversity, and inclusion in the workplace. |
K1: Business standards for the service of food and beverages.
Back to Duty
K2: Range of food and beverages, their price, and any pairings, deals or offers.
Back to Duty
K3: Techniques to maximise sales and improve customer experience; cross selling, upselling.
Back to Duty
K4: Methods of communication with customers and how to tailor communication to different situations and customer needs.
Back to Duty
K5: Methods for maintaining a hygienic, safe, and secure working environment.
Back to Duty
K6: Health and safety legislation, regulations, guidelines and procedures relevant to own role.
Back to Duty
K7: Food safety and allergen legislation and procedures applicable to own role.
Back to Duty
K8: Functions and procedures for safe and correct use of equipment and technology relevant to own role.
Back to Duty
K9: Processes for handling transactions and payments securely.
Back to Duty
K10: The importance of teamwork and the impact on service delivery.
Back to Duty
K11: Company procedures for fixing or escalating equipment or technology faults and maintenance issues. Limits of own role.
Back to Duty
K12: Professional methods of communication, verbal, non-verbal, and written, between team members in a hospitality environment.
Back to Duty
K13: Methods of planning own workload and prioritising tasks.
Back to Duty
K14: Impact of full stock availability on the customer and the financial performance of the business.
Back to Duty
K15: Principles of stock management and rotation; first in, first out.
Back to Duty
K16: Methods of dealing with or escalating feedback, complaints or issues that impact service and customer experience, to business standards.
Back to Duty
K17: Where to go to access information about new products and processes within the business.
Back to Duty
K18: Principles of using feedback to maximise own performance.
Back to Duty
K19: Professional standards including behaviour, appearance, timekeeping and efficient delivery of expected tasks.
Back to Duty
K20: Methods to sustainably reduce the waste of resources, in line with business standards.
Back to Duty
K21: Legislation and principles relating to equity, diversity and inclusion in the workplace.
Back to Duty
K22: Customer types and how their specific needs and customer journeys differ.
Back to Duty
K23: Responsibilities of a server under the licensing act.
Back to Duty
K24: Legislation related to weights and measures when serving alcohol.
Back to Duty
K25: Food safety inspections, relevance to own role, and penalties for non-compliance with legislation.
Back to Duty
K26: Different types of organisation that make up the wider hospitality industry.
Back to Duty
S1: Serve food and beverages to individual business standards.
Back to Duty
S2: Identify opportunities and apply techniques to increase sales and improve customer experience.
Back to Duty
S3: Tailors communication techniques to meet customer needs and build rapport.
Back to Duty
S4: Maintain a safe, hygienic, and secure working environment.
Back to Duty
S5: Comply with health and safety legislation, regulations, guidelines and procedures.
Back to Duty
S6: Follow food safety and allergen legislation and procedures applicable to own role.
Back to Duty
S7: Use technology and equipment in line with business policy to meet customer needs.
Back to Duty
S8: Handle transactions and payments securely.
Back to Duty
S9: Work as part of a team to ensure that the products and services are delivered on time and in line with business needs
Back to Duty
S10: Deal with or escalate issues that impact service and customer experience, and implement any instructions given by supervisor.
Back to Duty
S11: Use professional methods of communication that are tailored to different situations, and individual and team needs.
Back to Duty
S12: Manages own time and workload, prioritising tasks.
Back to Duty
S13: Maintain and rotate stock according to life cycle and business processes.
Back to Duty
S14: Ensure equipment and technology faults and maintenance issues are reported promptly.
Back to Duty
S15: Check customers are satisfied with products and services through questioning and act on feedback in line with business procedures.
Back to Duty
S16: Keep up to date with changes to products and processes.
Back to Duty
S17: Uses feedback to improve own performance.
Back to Duty
S18: Reduces the waste of resources, taking sustainability into account, in line with business expectations.
Back to Duty
S19: Follows and supports equity, diversity and inclusion legislation and principles.
Back to Duty
S20: Participate in team briefings, implementing instructions, and offering input or feedback where relevant.
Back to Duty
B1: Takes responsibility for own health, wellbeing and professional development, seeking support when appropriate.
Back to Duty
B2: Commercially aware.
Back to Duty
B3: Customer focused.
Back to Duty
B4: Be diligent in safe and hygienic working practices.
Back to Duty
B5: Be team focused, working collaboratively with colleagues and other professionals
Back to Duty
B6: Observe professional standards in own role eg time keeping and appearance.
Back to Duty
English and maths qualifications form a mandatory part of all apprenticeships and must be completed before an apprentice can pass through gateway. The requirements are detailed in the current version of the apprenticeship funding rules.
This document explains the requirements for end-point assessment (EPA) for the food and beverage team member apprenticeship. End-point assessment organisations (EPAOs) must follow this when designing and delivering the EPA.
Food and Beverage Team Member apprentices, their employers and training providers should read this document.
A full-time food and beverage team member apprentice typically spends 12 months on-programme. The apprentice must spend at least 12 months on-programme and complete the required amount of off-the-job training in line with the apprenticeship funding rules.
The EPA should be completed within an EPA period lasting typically 3 months.
The apprentice must complete their training and meet the gateway requirements before starting their EPA. The EPA will assess occupational competence.
An approved EPAO must conduct the EPA for this apprenticeship. Employers must work with the training provider to select an approved EPAO from the apprenticeship providers and assessment register (APAR).
This EPA has 2 assessment methods.
The grades available for each assessment method are below.
Assessment method 1 - observation with questions:
Assessment method 2 - interview underpinned by a portfolio of evidence:
The result from each assessment method is combined to decide the overall apprenticeship grade. The following grades are available for the apprenticeship:
|
On-programme - typically 12 months
|
The apprentice must:
|
|---|---|
|
End-point assessment gateway
|
The apprentice’s employer must be content that the apprentice is occupationally competent. The apprentice must:
For the interview underpinned by a portfolio of evidence, the apprentice must submit a portfolio of evidence.
Gateway evidence must be submitted to the EPAO, along with any organisation specific policies and procedures requested by the EPAO. |
|
End-point assessment - typically 3 months
|
The grades available for each assessment method are below
Observation with questions:
Interview underpinned by a portfolio of evidence:
Overall EPA and apprenticeship can be graded:
|
The EPA is taken in the EPA period. The EPA period starts when the EPAO confirms the gateway requirements have been met and is typically 3 months.
The EPAO should confirm the gateway requirements have been met and start the EPA as quickly as possible.
The apprentice’s employer must be content that the apprentice is occupationally competent. That is, they are deemed to be working at or above the level set out in the apprenticeship standard and ready to undertake the EPA. The employer may take advice from the apprentice's training provider, but the employer must make the decision. The apprentice will then enter the gateway.
The apprentice must meet the gateway requirements before starting their EPA.
They must:
Portfolio of evidence requirements:
The apprentice must compile a portfolio of evidence during the on-programme period of the apprenticeship. It should only contain evidence related to the KSBs that will be assessed by the interview. It will typically contain 10 discrete pieces of evidence. Evidence must be mapped against the KSBs. Evidence may be used to demonstrate more than one KSB; a qualitative as opposed to quantitative approach is suggested.
Evidence sources may include:
This is not a definitive list; other evidence sources can be included.
The portfolio of evidence should not include reflective accounts or any methods of self-assessment. Any employer contributions should focus on direct observation of performance, for example, witness statements, rather than opinions. The evidence provided should be valid and attributable to the apprentice; the portfolio of evidence should contain a statement from the employer and apprentice confirming this.
The EPAO should not assess the portfolio of evidence directly as it underpins the interview. The independent assessor should review the portfolio of evidence to prepare questions for the interview. They are not required to provide feedback after this review.
Gateway evidence must be submitted to the EPAO, along with any organisation specific policies and procedures requested by the EPAO.
The assessment methods can be delivered in any order.
The result of one assessment method does not need to be known before starting the next.
In the observation with questions, an independent assessor observes the apprentice in their workplace and asks questions. The apprentice completes their day-to-day duties under normal working conditions. Simulation is not allowed. It gives the apprentice the opportunity to demonstrate the KSBs mapped to this assessment method.
This assessment method is being used because:
The observation with questions must be structured to give the apprentice the opportunity to demonstrate the KSBs mapped to this assessment method to the highest available grade.
An independent assessor must conduct and assess the observation with questions.
The independent assessor must only observe one apprentice at a time to ensure quality and rigour. They must be as unobtrusive as possible.
The EPAO must give the apprentice 2 weeks' notice of the observation with questions.
The observation must take 2 hours.
The independent assessor can increase the time of the observation with questions by up to 10%. This time is to allow the apprentice to complete a task or respond to a question if necessary.
The observation may be split into discrete sections held on the same working day.
The EPAO must manage invigilation of the apprentice during the assessment, to maintain security of the EPA, in line with their malpractice policy. This includes breaks and moving between locations.
The independent assessor must explain to the apprentice the format and timescales of the observation with questions before it starts. This does not count towards the assessment time.
The independent assessor should observe the following during the observation:
These activities provide the apprentice with the opportunity to demonstrate the KSBs mapped to this assessment method.
The independent assessor must ask questions.
The purpose of the questions is:
Questions must be asked after the observation. The total duration of the observation assessment method is 2 hours and the time for questioning is included in the overall assessment time. The total time for the observation element is 90 minutes. The time allocated for questioning is 30 minutes. The independent assessor must ask at least 3 questions. Follow-up questions are allowed where clarification is required. The independent assessor must use the questions from the EPAO’s question bank.
The independent assessor must ask questions about KSBs that were not observed to gather assessment evidence. These questions are in addition to the set number of questions for the observation with questions and should be kept to a minimum.
The independent assessor must make the grading decision. The independent assessor must assess the observation and responses to questions holistically when deciding the grade.
The independent assessor must keep accurate records of the assessment. They must record:
The observation with questions must take place in the apprentice’s normal place of work for example, their employer’s premises or a customer’s premises. Equipment and resources needed for the observation must be confirmed to be available by the EPAO, who can liaise with the employer to provide these. They must be in good and safe working condition.
Additional venue requirements that must be in place include:
The EPAO must develop a purpose-built assessment specification and question bank. It is recommended this is done in consultation with employers of this occupation. The EPAO must maintain the security and confidentiality of EPA materials when consulting with employers. The assessment specification and question bank must be reviewed at least once a year to ensure they remain fit-for-purpose.  
The assessment specification must be relevant to the occupation and demonstrate how to assess the KSBs mapped to this assessment method. The EPAO must ensure that questions are refined and developed to a high standard. The questions must be unpredictable. A question bank of sufficient size will support this.
The EPAO must produce the following materials to support the observation with questions:
The EPAO must ensure that the EPA materials are subject to quality assurance procedures including standardisation and moderation.
In the interview, an independent assessor asks the apprentice questions. It gives the apprentice the opportunity to demonstrate the KSBs mapped to this assessment method.
This assessment method is being used because:
reduces the assessment burden on the apprentice
The interview must be structured to give the apprentice the opportunity to demonstrate the KSBs mapped to this assessment method to the highest available grade.
An independent assessor must conduct and assess the interview.
The purpose of the independent assessor’s questions will be to assess the apprentice’s competence against the following themes:
The EPAO must give an apprentice 2 weeks' notice of the interview.
The independent assessor must have at least 2 weeks to review the supporting documentation.
The apprentice must have access to their portfolio of evidence during the interview.
The apprentice can refer to and illustrate their answers with evidence from their portfolio of evidence however, the portfolio of evidence is not directly assessed.
The interview must last for 60 minutes. The independent assessor can increase the time of the interview by up to 10%. This time is to allow the apprentice to respond to a question if necessary.
The independent assessor must ask at least 9 questions. The independent assessor must use the questions from the EPAO’s question bank. Follow-up questions are allowed where clarification is required.
The apprentice may choose to end the assessment method early. The apprentice must be confident they have demonstrated competence against the assessment requirements for the assessment method. The independent assessor or EPAO must ensure the apprentice is fully aware of all assessment requirements. The independent assessor or EPAO cannot suggest or choose to end the assessment methods early, unless in an emergency. The EPAO is responsible for ensuring the apprentice understands the implications of ending an assessment early if they choose to do so. The independent assessor may suggest the assessment continues. The independent assessor must document the apprentice’s request to end the assessment early.
The independent assessor must make the grading decision.
The independent assessor must keep accurate records of the assessment. They must record:
The interview must take place in a suitable venue selected by the EPAO for example, the EPAO’s or employer’s premises.
The interview should take place in a quiet room, free from distractions and influence.
The EPAO must develop a purpose-built assessment specification and question bank. It is recommended this is done in consultation with employers of this occupation. The EPAO must maintain the security and confidentiality of EPA materials when consulting with employers. The assessment specification and question bank must be reviewed at least once a year to ensure they remain fit-for-purpose.
The assessment specification must be relevant to the occupation and demonstrate how to assess the KSBs mapped to this assessment method. The EPAO must ensure that questions are refined and developed to a high standard. The questions must be unpredictable. A question bank of sufficient size will support this.
The EPAO must ensure that the apprentice has a different set of questions in the case of re-sits or re-takes.
The EPAO must produce the following materials to support the interview underpinned by a portfolio of evidence:
The EPAO must ensure that the EPA materials are subject to quality assurance procedures including standardisation and moderation.
|
Theme
KSBs
|
Pass
Apprentices must demonstrate all of the pass descriptors
|
Distinction
Apprentices must demonstrate all of the pass descriptors and all of the distinction descriptors
|
|---|---|---|
|
assemble and serve food and beverages
K1 S1 S15 |
Serves food and beverages to business standards, checking that customers are satisfied with products and services through questioning and acting on feedback as required (K1, S1, S15) |
n/a |
|
sales and customer experience
K2 K3 S2 B2 |
Utilises sales techniques and knowledge of the range of food and beverages available and any pairings, deals or offers, to increase sales and improve customer experience. (K2, K3, S2, B2)
|
Takes every opportunity to maximise sales and improve customer experience, tailoring techniques to suit each customer. (K3, S2, B2) |
|
communication
K4 K22 S3 B3 |
Demonstrates a customer focused approach by tailoring their communication to meet different customer types and needs. (K4, K22, S3, B3) |
Anticipates customers' needs, and tailors communication to build rapport and increase satisfaction. (K4, K22, S3, B3) |
|
health and safety
K5 K6 K7 S4 S5 S6 B4 |
Selects and applies appropriate methods to ensure that safety, security and hygiene are maintained and prioritised in the working environment. (K5, S4, B4) Complies with health and safety legislation, regulations, guidelines and procedures relevant to own role. (K6, S5) Follows food safety and allergen legislation and procedures relevant to own role. (K7, S6) |
n/a |
|
equipment and technology
K8 S7 |
Uses technology and equipment relevant to own role in line with policies and procedures, to meet customer needs. (K8, S7) |
n/a |
|
transactions and payments
K9 S8 |
Handles transactions and payments securely and in line with company processes. (K9, S8) |
n/a |
|
teamwork
K10 K12 K13 S9 S11 S12 B5 |
Works collaboratively as part of a team, using and tailoring professional communication methods to the context, to deliver products and services on time and in line with business needs. (K10, K12, S9, S11, B5) Manages own time and prioritises tasks, to meet business needs. (K13, S12) |
Explains how their approach to teamwork positively impacts on service delivery. (K10, S9, B5) |
|
professional standards
K19 B6 |
Observes professional standards in own role to meet the needs and expectations of the business. (K19, B6) |
n/a
|
|
Theme
KSBs
|
Pass
Apprentices must demonstrate all of the pass descriptors
|
Distinction
Apprentices must demonstrate all of the pass descriptors and all of the distinction descriptors
|
|---|---|---|
|
issues and complaints
K11 K16 S10 S14 |
Describes how they have dealt with or escalated customer complaints, feedback or issues, implementing correct business procedures or instructions given by a supervisor, to meet the needs of the business. (K16, S10) Describes how they have followed procedures and stayed within the limits of their own role when fixing or reporting equipment or technology faults and maintenance issues, to meet the needs of the customer and business. (K11, S14) |
Explains how they have maintained customer focus whilst escalating or resolving issues that affect service. (K16, S10) |
|
stock control
K14 K15 S13 |
Explains how to manage, maintain and rotate stock, and the impact of stock control on customer satisfaction and financial performance of the business. (K14, K15, S13) |
n/a |
|
personal development
K17 K18 S16 S17 S20 B1 |
Describes how they keep up to date with changes to products and processes to meet the needs of the business. (K17, S16) Explains how they take responsibility for their own health, wellbeing and professional development, using feedback from managers and available support, training and development resources, to maximise own performance. (K18, S17, B1) Participates in team briefings, implementing instructions and offering input or feedback, in order to meet the needs of the business and the team. (S20) |
Describes the impact that being up to date with knowledge of products and processes has on their own performance and customer experience. (K17, S16) Explains the impact of feedback from managers and development opportunities on their own performance. (K18, S17, B1) |
|
sustainability
K20 S18 |
Describes how they have reduced the waste of resources using appropriate methods, in line with business expectations. (K20, S18) |
Justifies their use of sustainability methods and techniques in reducing waste of resources. (K20, S18) |
|
legislation
K21 K23 K24 K25 S19 |
Explains how they have applied equity, diversity and inclusion legislation and principles in the workplace. (K21, S19) Identifies the responsibilities of a server under the licensing act and describes the legislation related to weights and measures when serving alcohol. (K23, K24) Explains food safety inspections, how they relate to own role and the penalties for non-compliance. (K25) |
Discusses the impact of their approach to supporting equity, diversity and inclusion in the workplace. (K21, S19) |
|
wider industry
K26 |
Describes the different types of organisation that make up the wider hospitality industry. (K26) |
n/a |
Performance in the EPA determines the overall grade of:
An independent assessor must individually grade the observation with questions and interview underpinned by a portfolio of evidence in line with this EPA plan.
The EPAO must combine the individual assessment method grades to determine the overall EPA grade.
If the apprentice fails one assessment method or more, they will be awarded an overall fail.
To achieve an overall pass, the apprentice must achieve at least a pass in all the assessment methods. To achieve a distinction overall, an apprentice must achieve a distinction in both assessment methods. To achieve a merit overall, an apprentice must achieve a pass in one assessment method, and a distinction in the other assessment method.
Grades from individual assessment methods must be combined in the following way to determine the grade of the EPA overall.
| Observation with questions | Interview underpinned by a portfolio of evidence | Overall Grading |
|---|---|---|
| Fail | Any grade | Fail |
| Any grade | Fail | Fail |
| Pass | Pass | Pass |
| Pass | Distinction | Merit |
| Distinction | Pass | Merit |
| Distinction | Distinction | Distinction |
If the apprentice fails one assessment method or more, they can take a re-sit or a re-take at their employer’s discretion. The apprentice’s employer needs to agree that a re-sit or re-take is appropriate. A re-sit does not need further learning, whereas a re-take does. The apprentice should have a supportive action plan to prepare for a re-sit or a re-take.
The employer and the EPAO should agree the timescale for a re-sit or re-take. A re-sit is typically taken within 2 months of the EPA outcome notification. The timescale for a re-take is dependent on how much re-training is required and is typically taken within 3 months of the EPA outcome notification.
Failed assessment methods must be re-sat or re-taken within a 6-month period from the EPA outcome notification, otherwise the entire EPA will need to be re-sat or re-taken in full.
Re-sits and re-takes are not offered to an apprentice wishing to move from pass to a higher grade.
The apprentice will get a maximum EPA grade of pass if they need to re-sit or re-take one or more assessment methods, unless the EPAO determines there are exceptional circumstances.
| Roles | Responsibilities |
|---|---|
|
Apprentice |
As a minimum, the apprentice should:
|
|
Employer |
As a minimum, the apprentice's employer must:
|
|
EPAO |
As a minimum, the EPAO must:
|
|
Independent assessor |
As a minimum, an independent assessor must:
|
|
Training provider |
As a minimum, the training provider must:
|
The EPAO must have reasonable adjustments arrangements for the EPA.
This should include:
Adjustments must maintain the validity, reliability and integrity of the EPA as outlined in this EPA plan.
Special considerations
The EPAO must have special consideration arrangements for the EPA.
This should include:
Special considerations must maintain the validity, reliability and integrity of the EPA as outlined in this EPA plan.
Internal quality assurance refers to the strategies, policies and procedures that an EPAO must have in place to ensure valid, consistent and reliable EPA decisions.
EPAOs for this EPA must adhere to the requirements within the roles and responsibilities table.
They must also appoint independent assessors who:
Affordability of the EPA will be aided by using at least some of the following:
This apprenticeship is not aligned to professional recognition.
| Knowledge | Assessment methods |
|---|---|
|
K1
Business standards for the service of food and beverages. Back to Grading |
Observation with questions |
|
K2
Range of food and beverages, their price, and any pairings, deals or offers. Back to Grading |
Observation with questions |
|
K3
Techniques to maximise sales and improve customer experience; cross selling, upselling. Back to Grading |
Observation with questions |
|
K4
Methods of communication with customers and how to tailor communication to different situations and customer needs. Back to Grading |
Observation with questions |
|
K5
Methods for maintaining a hygienic, safe, and secure working environment. Back to Grading |
Observation with questions |
|
K6
Health and safety legislation, regulations, guidelines and procedures relevant to own role. Back to Grading |
Observation with questions |
|
K7
Food safety and allergen legislation and procedures applicable to own role. Back to Grading |
Observation with questions |
|
K8
Functions and procedures for safe and correct use of equipment and technology relevant to own role. Back to Grading |
Observation with questions |
|
K9
Processes for handling transactions and payments securely. Back to Grading |
Observation with questions |
|
K10
The importance of teamwork and the impact on service delivery. Back to Grading |
Observation with questions |
|
K11
Company procedures for fixing or escalating equipment or technology faults and maintenance issues. Limits of own role. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
K12
Professional methods of communication, verbal, non-verbal, and written, between team members in a hospitality environment. Back to Grading |
Observation with questions |
|
K13
Methods of planning own workload and prioritising tasks. Back to Grading |
Observation with questions |
|
K14
Impact of full stock availability on the customer and the financial performance of the business. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
K15
Principles of stock management and rotation; first in, first out. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
K16
Methods of dealing with or escalating feedback, complaints or issues that impact service and customer experience, to business standards. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
K17
Where to go to access information about new products and processes within the business. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
K18
Principles of using feedback to maximise own performance. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
K19
Professional standards including behaviour, appearance, timekeeping and efficient delivery of expected tasks. Back to Grading |
Observation with questions |
|
K20
Methods to sustainably reduce the waste of resources, in line with business standards. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
K21
Legislation and principles relating to equity, diversity and inclusion in the workplace. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
K22
Customer types and how their specific needs and customer journeys differ. Back to Grading |
Observation with questions |
|
K23
Responsibilities of a server under the licensing act. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
K24
Legislation related to weights and measures when serving alcohol. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
K25
Food safety inspections, relevance to own role, and penalties for non-compliance with legislation. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
K26
Different types of organisation that make up the wider hospitality industry. Back to Grading |
Interview underpinned by a portfolio of evidence |
| Skill | Assessment methods |
|---|---|
|
S1
Serve food and beverages to individual business standards. Back to Grading |
Observation with questions |
|
S2
Identify opportunities and apply techniques to increase sales and improve customer experience. Back to Grading |
Observation with questions |
|
S3
Tailors communication techniques to meet customer needs and build rapport. Back to Grading |
Observation with questions |
|
S4
Maintain a safe, hygienic, and secure working environment. Back to Grading |
Observation with questions |
|
S5
Comply with health and safety legislation, regulations, guidelines and procedures. Back to Grading |
Observation with questions |
|
S6
Follow food safety and allergen legislation and procedures applicable to own role. Back to Grading |
Observation with questions |
|
S7
Use technology and equipment in line with business policy to meet customer needs. Back to Grading |
Observation with questions |
|
S8
Handle transactions and payments securely. Back to Grading |
Observation with questions |
|
S9
Work as part of a team to ensure that the products and services are delivered on time and in line with business needs Back to Grading |
Observation with questions |
|
S10
Deal with or escalate issues that impact service and customer experience, and implement any instructions given by supervisor. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
S11
Use professional methods of communication that are tailored to different situations, and individual and team needs. Back to Grading |
Observation with questions |
|
S12
Manages own time and workload, prioritising tasks. Back to Grading |
Observation with questions |
|
S13
Maintain and rotate stock according to life cycle and business processes. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
S14
Ensure equipment and technology faults and maintenance issues are reported promptly. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
S15
Check customers are satisfied with products and services through questioning and act on feedback in line with business procedures. Back to Grading |
Observation with questions |
|
S16
Keep up to date with changes to products and processes. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
S17
Uses feedback to improve own performance. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
S18
Reduces the waste of resources, taking sustainability into account, in line with business expectations. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
S19
Follows and supports equity, diversity and inclusion legislation and principles. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
S20
Participate in team briefings, implementing instructions, and offering input or feedback where relevant. Back to Grading |
Interview underpinned by a portfolio of evidence |
| Behaviour | Assessment methods |
|---|---|
|
B1
Takes responsibility for own health, wellbeing and professional development, seeking support when appropriate. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
B2
Commercially aware. Back to Grading |
Observation with questions |
|
B3
Customer focused. Back to Grading |
Observation with questions |
|
B4
Be diligent in safe and hygienic working practices. Back to Grading |
Observation with questions |
|
B5
Be team focused, working collaboratively with colleagues and other professionals Back to Grading |
Observation with questions |
|
B6
Observe professional standards in own role eg time keeping and appearance. Back to Grading |
Observation with questions |
| KSBS GROUPED BY THEME | Knowledge | Skills | Behaviour |
|---|---|---|---|
|
Assemble and serve food and beverages
K1 S1 S15 |
Business standards for the service of food and beverages. (K1) |
Serve food and beverages to individual business standards. (S1) Check customers are satisfied with products and services through questioning and act on feedback in line with business procedures. (S15) |
None |
|
Sales and customer experience
K2 K3 S2 B2 |
Range of food and beverages, their price, and any pairings, deals or offers. (K2) Techniques to maximise sales and improve customer experience; cross selling, upselling. (K3) |
Identify opportunities and apply techniques to increase sales and improve customer experience. (S2) |
Commercially aware. (B2) |
|
Communication
K4 K22 S3 B3 |
Methods of communication with customers and how to tailor communication to different situations and customer needs. (K4) Customer types and how their specific needs and customer journeys differ. (K22) |
Tailors communication techniques to meet customer needs and build rapport. (S3) |
Customer focused. (B3) |
|
Health and safety
K5 K6 K7 S4 S5 S6 B4 |
Methods for maintaining a hygienic, safe, and secure working environment. (K5) Health and safety legislation, regulations, guidelines and procedures relevant to own role. (K6) Food safety and allergen legislation and procedures applicable to own role. (K7) |
Maintain a safe, hygienic, and secure working environment. (S4) Comply with health and safety legislation, regulations, guidelines and procedures. (S5) Follow food safety and allergen legislation and procedures applicable to own role. (S6) |
Be diligent in safe and hygienic working practices. (B4) |
|
Equipment and technology
K8 S7 |
Functions and procedures for safe and correct use of equipment and technology relevant to own role. (K8) |
Use technology and equipment in line with business policy to meet customer needs. (S7) |
None |
|
Transactions and payments
K9 S8 |
Processes for handling transactions and payments securely. (K9) |
Handle transactions and payments securely. (S8) |
None |
|
Teamwork
K10 K12 K13 S9 S11 S12 B5 |
The importance of teamwork and the impact on service delivery. (K10) Professional methods of communication, verbal, non-verbal, and written, between team members in a hospitality environment. (K12) Methods of planning own workload and prioritising tasks. (K13) |
Work as part of a team to ensure that the products and services are delivered on time and in line with business needs (S9) Use professional methods of communication that are tailored to different situations, and individual and team needs. (S11) Manages own time and workload, prioritising tasks. (S12) |
Be team focused, working collaboratively with colleagues and other professionals (B5) |
|
Professional standards
K19 B6 |
Professional standards including behaviour, appearance, timekeeping and efficient delivery of expected tasks. (K19) |
None |
Observe professional standards in own role eg time keeping and appearance. (B6) |
| KSBS GROUPED BY THEME | Knowledge | Skills | Behaviour |
|---|---|---|---|
|
Issues and complaints
K11 K16 S10 S14 |
Company procedures for fixing or escalating equipment or technology faults and maintenance issues. Limits of own role. (K11) Methods of dealing with or escalating feedback, complaints or issues that impact service and customer experience, to business standards. (K16) |
Deal with or escalate issues that impact service and customer experience, and implement any instructions given by supervisor. (S10) Ensure equipment and technology faults and maintenance issues are reported promptly. (S14) |
None |
|
Stock control
K14 K15 S13 |
Impact of full stock availability on the customer and the financial performance of the business. (K14) Principles of stock management and rotation; first in, first out. (K15) |
Maintain and rotate stock according to life cycle and business processes. (S13) |
None |
|
Personal development
K17 K18 S16 S17 S20 B1 |
Where to go to access information about new products and processes within the business. (K17) Principles of using feedback to maximise own performance. (K18) |
Keep up to date with changes to products and processes. (S16) Uses feedback to improve own performance. (S17) Participate in team briefings, implementing instructions, and offering input or feedback where relevant. (S20) |
Takes responsibility for own health, wellbeing and professional development, seeking support when appropriate. (B1) |
|
Sustainability
K20 S18 |
Methods to sustainably reduce the waste of resources, in line with business standards. (K20) |
Reduces the waste of resources, taking sustainability into account, in line with business expectations. (S18) |
None |
|
Legislation
K21 K23 K24 K25 S19 |
Legislation and principles relating to equity, diversity and inclusion in the workplace. (K21) Responsibilities of a server under the licensing act. (K23) Legislation related to weights and measures when serving alcohol. (K24) Food safety inspections, relevance to own role, and penalties for non-compliance with legislation. (K25) |
Follows and supports equity, diversity and inclusion legislation and principles. (S19) |
None |
|
Wider industry
K26 |
Different types of organisation that make up the wider hospitality industry. (K26) |
None |
None |
| Version | Change detail | Earliest start date | Latest start date | Latest end date |
|---|---|---|---|---|
| Revised version awaiting implementation | Not set | Not set | Not set | |
| 1.1 | The funding band for this standard has been reviewed as part of the apprenticeship funding band review. The new funding band is £4000 | 04/03/2019 | Not set | Not set |
| 1.0 | Approved for delivery | 27/04/2016 | 03/03/2019 | Not set |
Crown copyright © 2024. You may re-use this information (not including logos) free of charge in any format or medium, under the terms of the Open Government Licence. Visit www.nationalarchives.gov.uk/doc/open-government-licence