BTEC LEVEL 1/2: First Award in Hospitality

Assignment title: Working in the Hospitality Industry

Units Unit 2– Working in the Hospitality Industry

Learning aim(s)

covered

Learning Aim A- Understand effective working skills in the hospitality industry

Learning Aim B- Use working skills in a hospitality situation

Date issued

Interim assessment

Hand in date

Assessor Ms. S. Wint

Internal verifier Ms. R Perks

Lead Internal verifier Ms. S. Wint

Scenario After a very successful work experience placement at a hotel you have been given the

opportunity to make your role permanent after you have completed a 3 month trial.

The hotel is just one part of a hugely successful hospitality company which owns several

businesses in different areas of the industry, including hotels, restaurants and bars. The

manager of the hotel was so impressed with your performance she has given you the task

of assisting her in preparing training materials for new staff in the form of a magazine style

handbook. To do this, you will need to investigate how working skills are applied in other

hospitality industry businesses. You will then use your research to create training materials

that new staff can use to learn about demonstrating hospitality working skills.

As part of your 3 month trial, your manager also wants you to show that you are able to

develop your skills to work in different hospitality situations. She will watch you working in

practical hospitality situations where you can demonstrate appropriate hospitality working

skills, team working and verbal and non-verbal communication skills. You will then need

to review and evaluate your own performance.

Task 1 - (provides evidence for learning aim A)

1. You are going to produce a magazine/handbook for new employees. In your magazine/handbook you must

do the following:

Choose two different types of hospitality businesses e.g. contract food service provider and a fast food

restaurant/hotel. You are to choose three job roles within these two businesses.

For each job role you must describe how important it is to have effective working skills in the hospitality industry

including the following;

Occupational skills e.g. cooking skills

Personal skills e.g. honesty

Team working skills e.g. support of others

Interpersonal skills e.g. courtesy

Communication skills

( 2A.P1)

1. In your handbook/magazine you are to produce a section for new employees to inform them of how crucial

it is to have the right skills. You must explain the importance of these skills in relation to the two businesses you

are looking at. You must explain how important these skills are to the customers and to the individual team

members and what the benefits are.(2A.M1)

2. You are to look at the two businesses and within your magazine you are to evaluate the consequence of

poor working skills within the two businesses. In your magazine include the effect on its staff and customers.

(2A.D1)

3. In your handbook/magazine you must explain how professional policies, procedures and legislation in the

hospitality industry help to provide a consistent and reliable service. (2A.P2)

4. You will research into the legislations that a hospitality business must follow and explain how having policies

on this legislation can impact and benefit the business. (2A.M2)

Evidence you must produce for this task Magazine/handbook

Criteria covered by this task:

To achieve the criteria you must show that you are able to: Unit

Criterion

reference

Describe, using examples from two different hospitality businesses, the importance of the

businesses , customers and staff of having effective working skills in the hospitality

industry.

2 2A.P1

Explain how business and professional policies and procedures, and legislation and

regulatory requirements contribute to consistent and reliable service provision in the

hospitality industry.

2 2A.P2

Explain, using examples from two contrasting hospitality businesses, the benefits for the

business, its customers and staff of having appropriate working skills. 2 2A.M1

Explain the impact of following business and professional policies and procedures, and

legislative and regulatory requirements affecting service provision on a selected

hospitality business

2 2A.M2

Evaluate the consequences of poor working skills on a selected hospitality business,

including the effect on its staff and customers. 2 2A.D1

Sources of

Information

Textbooks

Foskett D , Paskins P, Rippington N and Ceserani V – (2011) The Theory of Hospitality and

Catering, Hodder education Publication, 9781444123760

journal

Caterer and Hotelkeeper- Reed Business Publications

Websites

www.bha.org.uk -British Hospitality Association

www.catersource.com - Education, products and news for catererswww.connexions-

direct.com – information and advice for young peoplewww.caterersearch.com- Hospitality

Newsww.instituteofhospitality.org- Institute of Hospitality Professional body for hospitality,

leisure and tourism industries

Resources

Speaker from industry

Classroom notes

If you have not achieved the Level 2 criteria, your work will be assessed to determine if the following Level 1

criteria have been met.

To achieve the criteria you must show that you are able to: Unit

Criterion

reference

Identify working skills needed to work effectively in the hospitality using examples from

two different businesses 2 1A.1

Describe business procedures, legislation and regulatory requirements that contribute to

consistent and reliable service provision in the hospitality industry 2 1A.2

Task 2: Provides evidence for learning aim B

As part of your 3 month trial, your manager also wants you to show that you are able to develop your skills to work in

different hospitality situations. She will watch you working in practical hospitality situations where you can

demonstrate appropriate hospitality working skills, team working and verbal and non-verbal communication skills.

You will then need to review and evaluate your own performance. Use these activities to evaluate your own

effectiveness in addressing a hospitality problem, and explain any areas for improvement.

1. Produce a table for your training handbook that explains the different team working skills that are important

when working in hospitality. Include an example of each type of skill, the importance of each and its benefits

for the customer, employer and yourself. (2B.P4)

You must be observed working in two practical hospitality situations where you can demonstrate appropriate

hospitality working skills, team working and verbal and non-verbal communication skills to meet business

requirements. One of these practical situations has to involve you dealing with a customer. The other can be

in a food production situation.

On both occasions you will be observed on your;

Personal hygiene, including a fresh appearance, clean hands, short fingernails, covering of wounds.

Personal appearance, including clean uniform, tidy hair, no jewellery

Team working skills, including attitude to work, cooperation, help and assistance, fairness and consideration

Your communication skills, including verbal and non-verbal(2B.P3 2B.P5)

2. As part of your evidence, you must also record in the form of a Log, statement diary or diary entry of how you

demonstrated effective verbal/none verbal communication skills. (2B.P5)*

Effective complaint handling is an important skill that you must learn in order to work effectively and solve

problems in the hospitality workplace. Customers often have high expectations of the products and services

they purchase and can be disappointed if your service does not live up to these expectations, resulting in

complaints.

You will play the part of a receptionist in a hotel, and you receive a phone call from an angry guest saying

there shower is not working.

3. Workings in pairs prepare a script of how you will deal with the complaint, you will role-play this, it will videoed

and your tutor will give you detailed feedback on your performance including an observation record.

(2B.M3)

4. Produce an evaluation of your own working skills from the two practical tasks you have undertaken. Justify

areas that you believe are strength in your working skills and identify any areas that you could improve and

explain how you plan to improve this in the future. (2B.D3)

Evidence you must produce for this task:

Observation/witness testimonies detailing how you demonstrated hospitality working, teamwork and

communication skills in two different situations.

* Log/statement/diary entry of how you demonstrated effective verbal/none verbal communication skills

Your table of team working skills.

Complaint case study notes, video and tutor feedback with an observation record.

Your written evaluation.

Criteria covered by this task:

To achieve the criteria you must show that you are able to: Unit

Criterion

reference

Demonstrate working skills in two hospitality situations to meet given business requirements. 2 2B.P3

Explain which team working skills in the hospitality industry and why they are important for a

workplace. 2 2B.P4

Use effective verbal and non-verbal communication skills when working in a team in two

contrasting hospitality situations. 2 2B.P5

Apply communication and team working skills in addressing a work-related problem in a

hospitality situation. 2 2B.M3

Evaluate the effectiveness of own communication and team working skills in addressing a

work-related problem in a hospitality situation, justifying areas for improvement. 2 2B.D2

Sources of

Information

Textbooks

Holmes, S., Mead, T., Jackson, E. and Morgan, K. (2013) BTEC First in Hospitality, Harlow:

Pearson Education 978 1 446909 06 4

Journals

Caterer and Hotelkeeper (Reed Business Publications)

Websites

www.bha.org.uk

British Hospitality Association

www.thecaterer.com

Hospitality news

www.catersource.com/Catersource

Education, products and news for caterers

www.connexions-direct.com/Connexions-Direct

Information and advice for young people

www.instituteofhospitality.org/

Institute of Hospitality – professional body for hospitality, leisure and tourism industries

www.people1st.co.uk

People 1st – Sector Skills Council for Hospitality, Leisure, Travel and Tourism

www.visitbritain.com

Visit Britain – Official UK Travel and Accommodation Guide

Resources:

Classroom notes

Note to Assessors:

Please find above some examples of textbooks. Further useful resources may be found at

http://www.edexcel.com/resources/Pages/default.aspx.

If you have not achieved the Level 2 criteria, your work will be assessed to determine if the following Level 1

criteria have been met.

To achieve the criteria you must show that you are able to: Unit Criterion reference

Demonstrate working skills in one hospitality situation. 2 1B.3

Identify teamwork skills that are important to work in one hospitality situation,

giving an example of each type of skill. 2 1B.4

Demonstrate the use of verbal and non-verbal communication skills in a team in

one hospitality situation. 2 1B.5