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Apprenticeship training course

Hospitality accommodation team member (level 2)

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Information about Hospitality accommodation team member (level 2)

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

Knowledge, skills and behaviours
View knowledge, skills and behaviours

Knowledge

  • 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.
  • Techniques to maximise sales and improve guest experience; cross selling, upselling. supporting guest loyalty.
  • Methods of communication with guests, how to make a personal connection, and how to tailor communication to different needs and situations.
  • Principles of customer service, and service mentality, and how individuals impact guest satisfaction.
  • Principles of handling feedback complaints, and issues, including dispute de-escalation techniques.
  • Legislation, guidelines, and local policies on guest privacy and safety e.g. data protection, child protection, modern slavery.
  • Procedures for handling room keys and guest property, including lost property.
  • Process for handling transactions and payments securely.
  • Different packages, allowances and process for implementing those packages and allowances, including payment if required.
  • Central role of communication within and between teams in ensuring operational effectiveness and efficiency.
  • Process for reporting or recording faults, issues or damage, or escalating guest feedback.
  • Steps of food service eg set up, reset, touch points, sequence of service in line with business processes and standards.
  • Food safety and allergen legislation and procedures including handling, labelling and temperature monitoring.
  • Responsibilities of a server under the licensing act and legislation related to weights and measures when serving alcohol.
  • Safe and efficient use of on site specialist equipment and technology eg cleaning equipment, computer systems relevant to business.
  • Sequence for cleaning guest accommodation and public areas in line with business processes and standards.
  • Hygiene management techniques to maintain a safe, clean environment, including pest and virus control, following COSHH guidelines.
  • Methods for the safe and environmentally appropriate handling and disposal of waste including; food, broken dish or glassware, biohazards, controlled substances, chemicals, general waste.
  • Stock management procedures across departments relevant to own role.
  • Health and safety legislation and local policies relevant to own role, including manual handling, fire safety, emergency evacuation, and lone working.
  • Key performance indicators and own responsibility for contributing to them in terms of efficiency, performance and profitability.
  • How to use feedback from managers and team to improve own performance.
  • Professional standards for uniform, personal hygiene and appearance in line with business expectations.
  • Procedures for staying up to date with business information and new procedures and discussing implementation in your team.
  • Methods of planning own workload and prioritising tasks.
  • Methods to sustainably reduce the waste of resources.
  • Procedures for starting and finishing a shift, including handover.
  • Legislation and principles relating to equity, diversity and inclusion in the workplace.

Skills

  • 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.
  • Identifies and acts on opportunities to increase sales and guest loyalty.
  • Tailors communication to meet guest needs and build rapport.
  • Delivers customer service to business standards, checks that guests are satisfied with products or service, and acts on feedback.
  • Assists in the resolution of feedback, complaints, and issues.
  • Handles room keys and guest property, including lost property, in line with business procedures
  • Handles transactions and payments securely.
  • Applies packages and allowances to guest purchases, explains packages, allowances, and processes to guests, and takes payments if required.
  • Communicates within and between teams to ensure operational effectiveness and efficiency.
  • Reports or records faults, issues or damage to e.g. equipment, rooms, and escalates guest feedback as appropriate.
  • Follows steps of food service for relevant business e.g. set up, reset, touch points, sequence of service.
  • Follows food safety and allergen legislation eg handling, labelling, and temperature monitoring.
  • Prepares and serves alcoholic and non-alcoholic beverages to business standards.
  • Uses on site specialist equipment and technology relevant to business correctly and efficiently.
  • 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.
  • Selects and applies hygiene management techniques to maintain a safe, clean environment, including pest and virus control, following COSHH guidelines.
  • Handles and disposes of waste safely.
  • Manage stock across departments in line with local procedures relevant to own role.
  • Complies with health and safety legislation, regulations, security and safety guidelines and procedures, including manual handling, fire safety, emergency evacuation, and lone working.
  • Delivers to key performance indicators to support efficiency, performance and profitability within own area of responsibility.
  • Uses feedback from managers and team to improve own performance and meet personal goals.
  • Attends team briefings and implements instructions, offering input or feedback where relevant within team.
  • Manages own time to ensure allocated tasks are completed.
  • Reduces the waste of resources, taking sustainability into account, in line with business expectations.
  • Follows equity, diversity and inclusion legislation and principles.

Behaviours

  • Takes responsibility for own health, wellbeing and professional development, seeking support when appropriate.
  • Commercially aware.
  • Customer focused.
  • Be diligent in safe and hygienic working practices.
  • Be team focused, working collaboratively with colleagues and other professionals.
  • Observe professional standards in own role e.g. time keeping and appearance.
Apprenticeship category (sector)
Catering and hospitality
Qualification level
2
Equal to GCSE
Course duration
12 months
Funding
£6,000
Maximum government funding for
apprenticeship training and assessment costs.
Job titles include
  • General assistant
  • Hospitality accommodation team member
  • Hospitality team member
  • Integrated team member

View more information about Hospitality accommodation team member (level 2) from the Institute for Apprenticeships and Technical Education.