Knowledge

Customer Experience and Product Knowledge

• Understand the business standards for serving food and beverages to ensure consistency and quality.

• Know the range of food and drink items offered, their pricing, and any relevant pairings, deals, or promotions.

• Understand techniques such as cross-selling and upselling to enhance the customer experience and increase sales.

• Recognise different customer types, understand their unique needs, and how their customer journeys may vary.

Communication and Teamwork

• Know effective communication methods with customers and how to adapt your approach to suit different situations and needs.

• Understand the importance of clear, professional communication between team members using verbal, non-verbal, and written methods.

• Understand the value of teamwork and how collaboration impacts service quality and customer satisfaction.

Safety, Hygiene and Legislation

• Know how to maintain a clean, hygienic, safe, and secure working environment.

• Understand relevant health and safety legislation, guidelines, and procedures that apply to your role.

• Be aware of food safety and allergen laws, and know how to apply correct procedures in line with your responsibilities.

• Understand the purpose and process of food safety inspections, the implications of non-compliance, and how they relate to your role.

• Know your responsibilities under the Licensing Act and legislation regarding weights and measures when serving alcohol.

• Understand principles of equity, diversity, and inclusion, and the relevant legislation that supports them in the workplace.

Equipment, Technology and Processes

• Understand the functions and procedures for using workplace equipment and technology safely and efficiently.

• Know the company process for reporting or escalating issues with equipment or technology, and understand the limits of your responsibility.

• Be familiar with secure procedures for handling customer transactions and payments.

Stock and Sustainability

• Understand how full stock availability supports a positive customer experience and contributes to financial performance.

• Know the key principles of stock management and rotation, including the ‘first in, first out’ method.

• Be aware of sustainable working practices and how to minimise waste in line with business expectations.

Workplace Standards and Performance

• Understand how to plan and prioritise your workload effectively to support smooth service delivery.

• Know where to access information about new products, services, and processes within the business.

• Understand how to use feedback to enhance your own performance.

• Be aware of professional workplace standards, including expected behaviour, timekeeping, appearance, and task efficiency.

Hospitality Industry Awareness

• Know the different types of organisations that make up the wider hospitality industry and how your role fits within it