This apprenticeship is in development and is subject to change
An apprenticeship is only available for delivery when both the standard and assessment plan is approved and a funding band (core government contribution) has been assigned to the standard.
If you'd like to get involved and contribute to the development of this apprenticeship, please read about developing standards and assessment plans. You can email the trailblazer contact using the details on this page.
Proposal approved
Occupational standard approved
End-point assessment plan approved
Funding approved
This occupation is found in hotels, inns, holiday parks, B&Bs, restaurants or pubs with rooms, and other hospitality accommodation businesses offering accommodation to paying guests. Employers range from large to small. Hospitality Accommodation Team Member is a multi-skilled occupation, working across front of house roles in dining and bar services, reception and housekeeping.
The broad purpose of the occupation is to deliver a range of guest focused services including dining and bar, reception, and housekeeping. Hospitality Accommodation team members move between departments gaining broad based knowledge, skills and experience in the typical operations of hotels, holiday parks and other hospitality businesses offering accommodation to paying guests. Hospitality Accommodation team members are responsible for the smooth operation of the business, working or sharing information cross-departmentally in order to deliver all the services that make up the guest experience.
In their daily work, an employee in this occupation interacts with guests at hotels, inns, holiday parks, B&Bs, restaurants or pubs with rooms, and other hospitality accommodation businesses. They also interact with team members, staff from across the wider organisation, and across other departments, managers, contractors, suppliers and other stakeholders.
An employee in this occupation will be responsible for delivering consistent, high quality food and beverage, housekeeping, and guest services to guests in line with business standards. They will use a range of specialist equipment and technology and comply with multiple interacting regulations, legal requirements and internal metrics, standards, policies and processes to provide these services. They will be responsible for ensuring guest’s needs are met and acting to meet targets for the delivery and profitability of accommodation services. They will contribute to planning and be responsive to unexpected situations to ensure business operations run smoothly. They will remain adaptable, flexible and resilient to the ever changing needs of the business.
| Duty | KSBs |
|---|---|
|
Duty 1 Work across departments covering front of house guest services, dining and bar services, and housekeeping. |
K1 K2 K3 K4 K5 K6 K7 K8 K9 K10 K11 K15 K17 K18 K19 K20 K21 K22 K23 K24 K25 K26 K27 K28 S1 S2 S3 S4 S5 S6 S7 S8 S9 S10 S14 S16 S17 S18 S19 S20 S21 S22 S23 S24 S25 |
|
Duty 2 Compliance with all relevant regulations and standards including health and safety, hygiene standards, food safety, sale of alcohol, sale of goods and services, GDPR, and other relevant legislation. |
|
|
Duty 3 Clean and maintain guest accommodation, working areas, public areas and other guest areas using cleaning products and equipment safely and appropriately and following the correct processes. |
K3 K4 K7 K10 K11 K15 K16 K17 K18 K19 K20 K21 K23 K24 K25 K26 K27 K28 S1 S2 S4 S5 S6 S9 S10 S14 S15 S16 S17 S18 S19 S20 S21 S22 S23 S24 |
|
Duty 4 Serve food that meets guest expectations and business standards. |
K3 K4 K8 K9 K10 K11 K12 K13 K15 K17 K18 K19 K20 K21 K23 K24 K25 K26 K27 K28 S1 S2 S4 S5 S7 S8 S9 S10 S11 S12 S14 S16 S17 S18 S19 S20 S21 S22 S23 S24 |
|
Duty 5 Assemble and serve beverages that meet guest expectations and business standards. |
K3 K4 K8 K9 K10 K11 K14 K15 K17 K18 K19 K20 K21 K23 K24 K25 K26 K27 K28 S1 S2 S4 S5 S7 S8 S9 S10 S13 S14 S16 S17 S18 S19 S20 S21 S22 S23 S24 |
|
Duty 6 Provide high quality guest services in line with guest expectations and business standards. |
K3 K4 K7 K8 K9 K10 K11 K15 K19 K20 K21 K23 K24 K25 K26 K27 K28 S1 S2 S4 S5 S6 S7 S8 S9 S10 S14 S17 S18 S19 S20 S21 S22 S23 S24 |
|
Duty 7 Act to meet guest requests, answer queries and resolve problems, improve service and escalate according to business expectations. |
|
|
Duty 8 Communicate effectively and share information to enable collaboration within own team, between teams, with managers, and with suppliers and contractors where required. |
|
|
Duty 9 Observe equity, diversity, inclusion and wellbeing guidelines and contribute to a supportive, inclusive, and motivational working environment. |
|
|
Duty 10 Support the achievement of key metrics within the business for sales and operational efficiency. |
K1 K2 K3 K4 K5 K8 K9 K11 K12 K16 K21 K22 K24 K25 K27 |
|
Duty 11 Follow sustainability best practice in relation to the use of resources including energy and water, and disposal of waste. |
|
|
Duty 12 Use equipment and technology safely and effectively including preventative maintenance. |
|
|
Duty 13 Take personal responsibility for own development and behaviour, observing professional standards. |
|
|
Duty 14 Contribute ideas and suggestions to continually improve the efficiency and effectiveness of standard operating processes and ways of working. |
K1: Techniques and information for facilitating the guest journey during a stay, particularly when guests move between teams e.g. bar to restaurant or reception to room.
Back to Duty
K2: Techniques to maximise sales and improve guest experience; cross selling, upselling. supporting guest loyalty.
Back to Duty
K3: Methods of communication with guests, how to make a personal connection, and how to tailor communication to different needs and situations.
Back to Duty
K4: Principles of customer service, and service mentality, and how individuals impact guest satisfaction.
Back to Duty
K5: Principles of handling feedback complaints, and issues, including dispute de-escalation techniques.
Back to Duty
K6: Legislation, guidelines, and local policies on guest privacy and safety e.g. data protection, child protection, modern slavery.
Back to Duty
K7: Procedures for handling room keys and guest property, including lost property.
Back to Duty
K8: Process for handling transactions and payments securely.
Back to Duty
K9: Different packages, allowances and process for implementing those packages and allowances, including payment if required.
Back to Duty
K10: Central role of communication within and between teams in ensuring operational effectiveness and efficiency.
Back to Duty
K11: Process for reporting or recording faults, issues or damage, or escalating guest feedback.
Back to Duty
K12: Steps of food service eg set up, reset, touch points, sequence of service in line with business processes and standards.
Back to Duty
K13: Food safety and allergen legislation and procedures including handling, labelling and temperature monitoring.
Back to Duty
K14: Responsibilities of a server under the licensing act and legislation related to weights and measures when serving alcohol.
Back to Duty
K15: Safe and efficient use of on site specialist equipment and technology eg cleaning equipment, computer systems relevant to business.
Back to Duty
K16: Sequence for cleaning guest accommodation and public areas in line with business processes and standards.
Back to Duty
K17: Hygiene management techniques to maintain a safe, clean environment, including pest and virus control, following COSHH guidelines.
Back to Duty
K18: Methods for the safe and environmentally appropriate handling and disposal of waste including; food, broken dish or glassware, biohazards, controlled substances, chemicals, general waste.
Back to Duty
K19: Stock management procedures across departments relevant to own role.
Back to Duty
K20: Health and safety legislation and local policies relevant to own role, including manual handling, fire safety, emergency evacuation, and lone working.
Back to Duty
K21: Key performance indicators and own responsibility for contributing to them in terms of efficiency, performance and profitability.
Back to Duty
K22: How to use feedback from managers and team to improve own performance.
Back to Duty
K23: Professional standards for uniform, personal hygiene and appearance in line with business expectations.
Back to Duty
K24: Procedures for staying up to date with business information and new procedures and discussing implementation in your team.
Back to Duty
K25: Methods of planning own workload and prioritising tasks.
Back to Duty
K26: Methods to sustainably reduce the waste of resources.
Back to Duty
K27: Procedures for starting and finishing a shift, including handover.
Back to Duty
K28: Legislation and principles relating to equity, diversity and inclusion in the workplace.
Back to Duty
S1: Asks questions to support and direct the guest journey, and responds to, redirects, or escalates guest requests, taking opportunities to signpost other services eg dining, bar.
Back to Duty
S2: Identifies and acts on opportunities to increase sales and guest loyalty.
Back to Duty
S3: Tailors communication to meet guest needs and build rapport.
Back to Duty
S4: Delivers customer service to business standards, checks that guests are satisfied with products or service, and acts on feedback.
Back to Duty
S5: Assists in the resolution of feedback, complaints, and issues.
Back to Duty
S6: Handles room keys and guest property, including lost property, in line with business procedures
Back to Duty
S7: Handles transactions and payments securely.
Back to Duty
S8: Applies packages and allowances to guest purchases, explains packages, allowances, and processes to guests, and takes payments if required.
Back to Duty
S9: Communicates within and between teams to ensure operational effectiveness and efficiency.
Back to Duty
S10: Reports or records faults, issues or damage to e.g. equipment, rooms, and escalates guest feedback as appropriate.
Back to Duty
S11: Follows steps of food service for relevant business e.g. set up, reset, touch points, sequence of service.
Back to Duty
S12: Follows food safety and allergen legislation eg handling, labelling, and temperature monitoring.
Back to Duty
S13: Prepares and serves alcoholic and non-alcoholic beverages to business standards.
Back to Duty
S14: Uses on site specialist equipment and technology relevant to business correctly and efficiently.
Back to Duty
S15: Follows sequence for cleaning guest accommodation and public areas in line with business processes and standards for relevant business e.g. touch points, sequence of service.
Back to Duty
S16: Selects and applies hygiene management techniques to maintain a safe, clean environment, including pest and virus control, following COSHH guidelines.
Back to Duty
S17: Handles and disposes of waste safely.
Back to Duty
S18: Manage stock across departments in line with local procedures relevant to own role.
Back to Duty
S19: Complies with health and safety legislation, regulations, security and safety guidelines and procedures, including manual handling, fire safety, emergency evacuation, and lone working.
Back to Duty
S20: Delivers to key performance indicators to support efficiency, performance and profitability within own area of responsibility.
Back to Duty
S21: Uses feedback from managers and team to improve own performance and meet personal goals.
Back to Duty
S22: Attends team briefings and implements instructions, offering input or feedback where relevant within team.
Back to Duty
S23: Manages own time to ensure allocated tasks are completed.
Back to Duty
S24: Reduces the waste of resources, taking sustainability into account, in line with business expectations.
Back to Duty
S25: Follows equity, diversity and inclusion legislation and principles.
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 e.g. 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.
Crown copyright © 2025. 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