Hospitality Accommodation Team Member

Apprenticeships

Hospitality Accommodation Team Member
Level 2

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Help & Support

Hospitality Accommodation Team Member is a multi-skilled occupation in dining and bar, guest services and housekeeping.

Qualification

Hospitality Accommodation Team Member

Qualification Level

Level 2

End Point Assessment Centre

Ofqual

Instruction Language

English

Qualification Duration

12 Months

Included in

Our Green Skills Pathway

Employer Funding & Incentives

Funding

As of the 18th March 2024 the government announced significant changes to apprenticeship funding, aimed at supporting small and medium-sized enterprises (SMEs) in their hiring of young apprentices. Prime Minister Rishi Sunak unveiled plans to eliminate SME co-investment payments for apprentices under the age of 22, alongside increasing the transfer limit of apprenticeship levy funds from 25% to 50%.

read the full article

Incentives

Employers could get £1,000 each for taking on an apprentice who is either:

aged 16 to 18 years old, or
aged 19 to 25 years old and has an education, health and care (EHCP) plan or has been in the care of their local authority

What you can use the payment for
The payment is different to apprenticeship levy funds, so you can spend it on anything to support your organisation’s costs. For example, on uniforms, your apprentice’s travel or their salary. You do not have to pay it back.

Included in the Green Skills Pathway…

As part of our commitment to the environment, we are proud to offer an exciting opportunity for our apprentices. With every apprenticeship, learners will receive full funding to study our level 2 sustainability and environmental awareness short course, completely free of charge! Discover more about this fantastic course by clicking here.

To read the full Apprenticeship Standard: Click here

Who is this course suitable for?

The Hospitality Accommodation Team Member Level 2 programme is ideal for individuals who are enthusiastic about providing outstanding service and are eager to develop a career in customer-focused roles within the hospitality and accommodation sector. It provides learners with the core skills, knowledge, and behaviours required to consistently deliver exceptional guest experiences.

Role Profile (what the successful candidate should be able to do at the end of the Apprenticeship)

The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. Your core responsibility will be to provide a high quality service to customers which will be delivered from the workplace, digitally, or through going out into the customer’s own locality. These may be one-off or routine contacts and include dealing with orders, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction. You may be the first point of contact and work in any sector or organisation type.

Your actions will influence the customer experience and their satisfaction with your organisation. You will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers. You provide service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements. Your customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.

Knowledge

Knowing Your Guests

Understand how to support and facilitate the guest journey, especially when they transition between different teams (e.g. bar to restaurant, reception to room).
Understand techniques to improve guest experience through cross-selling and upselling, and how this supports guest loyalty.
Know how to build a personal connection with guests through tailored communication, adapting your style to suit different needs and situations.
Understand the principles of customer service and a service-focused mindset, and how individual behaviour impacts guest satisfaction.
Know how to handle feedback, complaints and disputes professionally, using techniques to de-escalate situations effectively.

Understanding the Organisation

Know the procedures and expectations for internal communication and handovers between teams to ensure smooth operations.
Know the internal process for reporting faults, guest issues, or damage, and when to escalate guest feedback.
Understand the professional standards expected in terms of uniform, personal hygiene and appearance in line with brand expectations.
Know how to stay up to date with business information, changes in procedures, and how to discuss and implement these within the team.

Meeting Regulations and Legislation

Know relevant legislation and local policies that apply to guest privacy and safety, such as data protection, child protection and modern slavery.
Understand procedures for handling lost property, room keys, and guest belongings responsibly.
Know the legal responsibilities when handling food and drink, including allergen and food safety legislation, and licensing and weights/measures rules for alcohol service.
Understand the health and safety regulations that apply to your role, including fire safety, manual handling, lone working, and emergency evacuation.
Know the principles of equity, diversity and inclusion, and the legislation that supports fair and respectful treatment in the workplace.

Systems and Resource

Know how to use on-site systems, equipment and technology safely and effectively (e.g. cleaning tools, computer systems).
Understand how to handle transactions and payments securely and accurately.
Know how to manage packages and allowances for guests, including implementation and payment processes where applicable.
Understand the procedures for cleaning guest rooms and public areas, following the correct sequence and standards.
Know techniques to manage hygiene and cleanliness, including virus control, pest control, and COSHH guidelines.
Understand how to handle and dispose of waste responsibly, including food waste, broken items, biohazards, and chemicals, in an environmentally friendly way.

Your Role and Responsibility

Understand your role in contributing to team effectiveness and overall operational efficiency.
Know the procedures for starting and ending a shift, including how to complete an effective handover.
Understand the importance of stock control and the procedures relevant to your area of work.
Know the key performance indicators (KPIs) you contribute to, and how they affect business performance and profitability.
Understand how to use feedback from your manager and colleagues to improve your own performance.
Know how to plan and prioritise your workload effectively to meet operational needs.
Understand the importance of reducing waste and using resources sustainably.

Course Costs

This course is funded by the UK Government. The value of this training is:

£6,000

5% Employer contribution

£300

End Point Assessment Cost (Paid by Kiwi)

TBC

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Students saved up to 50% on their fees

96 Students saved up to 50% on their fees

Course content

OCCUPATIONAL BRIEF OF STANDARD

Skills

Guest Interaction and Experience

Ask relevant questions to guide the guest journey and respond to, redirect, or escalate guest requests as needed, while highlighting other services such as dining or the bar.
Identify and act on opportunities to increase sales and encourage guest loyalty.
Tailor communication to suit different guest needs and build positive rapport.
Deliver customer service that meets business standards, check guest satisfaction, and respond appropriately to feedback.
Support the resolution of guest feedback, complaints, and issues in a professional manner.

Guest Services and Transactions

Handle room keys and guest property, including managing lost property, following business procedures.
Process transactions and payments securely and in line with procedures.
Apply guest packages and allowances accurately, explain them clearly to guests, and take payments if required.

Team Communication and Coordination

Communicate clearly with colleagues within and between teams to ensure smooth and efficient operations.
Report or record faults, damages, or issues (e.g. in rooms or equipment) and escalate guest feedback as necessary.
Attend team briefings, implement instructions, and contribute input or feedback where appropriate.

Food and Beverage Service

Follow the full food service process for your business, including set-up, reset, key guest touch points, and the sequence of service.
Apply food safety and allergen legislation correctly, including appropriate handling, labelling, and monitoring of food temperatures.
Prepare and serve alcoholic and non-alcoholic drinks in line with business standards.

Facilities and Housekeeping

Use on-site specialist equipment and technology correctly and efficiently, as required by the business.
Follow the correct sequence and standards when cleaning guest accommodation and public areas, including key touch points and service steps.
Apply hygiene management techniques to maintain cleanliness and safety, including pest and virus control and adherence to COSHH guidelines.
Handle and dispose of all types of waste safely and appropriately.

Operations and Compliance

Manage stock within your department according to local procedures.
Comply with all relevant health and safety legislation and procedures, including manual handling, fire safety, emergency evacuation, and lone working.
Work in line with key performance indicators (KPIs) to support operational efficiency, performance, and profitability

Self-Management and Professionalism

Use feedback from managers and colleagues to improve personal performance and achieve goals.
Manage personal time effectively to complete assigned tasks on schedule.
Take part in sustainable practices by reducing waste and using resources responsibly, as per business expectations.
Follow legislation and principles relating to equity, diversity, and inclusion in the workplace.

Behaviours

Personal Responsibility and Professionalism

Take responsibility for your own health, wellbeing, and ongoing professional development, asking for support when needed.
Maintain high professional standards in your role, including timekeeping, personal appearance, and behaviour.

Customer and Business Awareness

Stay commercially aware, understanding how your actions impact business performance.
Remain customer focused at all times, aiming to meet or exceed guest expectations.

Safety and Teamwork

Work safely and hygienically at all times, following procedures and best practices diligently.
Be team-focused, collaborating effectively with colleagues and professionals across different departments.

TESTIMONIALS

Kiwi Education is an fantastic training provider who really does put it’s students at the heart of their delivery. Our staff have felt supported throughout their apprenticeship

– False Flag Tattoo

Area: Professional Accounting Taxation Technician AAT Apprenticeship

TESTIMONIALS

Our staff enrolled on courses have not only improved within their roles but with the support from Kiwi Education they have excelled and progressed from one level to a higher level. We are thrilled with the service from Kiwi Education.

– Costa Coffee

Area: Team Leader Supervisor Apprenticeship

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