Food and Beverage Team Member Apprenticeship
Content
Industry Knowledge
All Food and Beverage Team Members must understand the wider hospitality context
- Understand the different types of organisation that make up the wider hospitality industry, their differences, and the variety of roles available.
- Understand customer types and how their specific needs and customer journeys differ across hospitality settings.
- Recognise the importance of professional standards including behaviour, appearance, timekeeping, and the efficient delivery of expected tasks.
Knowledge (Know it)
Apprentices will gain knowledge of:
| Knowledge Statements | |
|---|---|
| K1. Business standards for the service of food and beverages. | K2. Range of food and beverages, their price, and any pairings, deals or offers. |
| K3. Techniques to maximise sales and improve customer experience; cross selling, upselling. | K4. Methods of communication with customers and how to tailor communication to different situations and customer needs. |
| K5. Methods for maintaining a hygienic, safe, and secure working environment. | K6. Health and safety legislation, regulations, guidelines and procedures relevant to own role. |
| K7. Food safety and allergen legislation and procedures applicable to own role. | K8. Functions and procedures for safe and correct use of equipment and technology relevant to own role. |
| K9. Processes for handling transactions and payments securely. | K10. The importance of teamwork and the impact on service delivery. |
| K11. Company procedures for fixing or escalating equipment or technology faults and maintenance issues. Limits of own role. | K12. Professional methods of communication, verbal, non-verbal, and written, between team members in a hospitality environment. |
| K13. Methods of planning own workload and prioritising tasks. | K14. Impact of full stock availability on the customer and the financial performance of the business. |
| K15. Principles of stock management and rotation; first in, first out. | K16. Methods of dealing with or escalating feedback, complaints or issues that impact service and customer experience, to business standards. |
| K17. Where to go to access information about new products and processes within the business. | K18. Principles of using feedback to maximise own performance. |
| K19. Professional standards including behaviour, appearance, timekeeping and efficient delivery of expected tasks. | K20. Methods to sustainably reduce the waste of resources, in line with business standards. |
| K21. Legislation and principles relating to equity, diversity and inclusion in the workplace. | K22. Customer types and how their specific needs and customer journeys differ. |
| K23. Responsibilities of a server under the licensing act. | K24. Legislation related to weights and measures when serving alcohol. |
| K25. Food safety inspections, relevance to own role, and penalties for non-compliance with legislation. | K26. Different types of organisation that make up the wider hospitality industry. |
Skills (Show it)
Apprentices will demonstrate the following skills:
| Skill Statements | |
|---|---|
| S1. Serve food and beverages to individual business standards. | S2. Identify opportunities and apply techniques to increase sales and improve customer experience. |
| S3. Tailors communication techniques to meet customer needs and build rapport. | S4. Maintain a safe, hygienic, and secure working environment. |
| S5. Comply with health and safety legislation, regulations, guidelines and procedures. | S6. Follow food safety and allergen legislation and procedures applicable to own role. |
| S7. Use technology and equipment in line with business policy to meet customer needs. | S8. Handle transactions and payments securely. |
| S9. Work as part of a team to ensure that the products and services are delivered on time and in line with business needs. | S10. Deal with or escalate issues that impact service and customer experience, and implement any instructions given by supervisor. |
| S11. Use professional methods of communication that are tailored to different situations, and individual and team needs. | S12. Manages own time and workload, prioritising tasks. |
| S13. Maintain and rotate stock according to life cycle and business processes. | S14. Ensure equipment and technology faults and maintenance issues are reported promptly. |
| S15. Check customers are satisfied with products and services through questioning and act on feedback in line with business procedures. | S16. Keep up to date with changes to products and processes. |
| S17. Uses feedback to improve own performance. | S18. Reduces the waste of resources, taking sustainability into account, in line with business expectations. |
| S19. Follows and supports equity, diversity and inclusion legislation and principles. | S20. Participate in team briefings, implementing instructions, and offering input or feedback where relevant. |
Behaviours (Live it)
- B1. Takes responsibility for own health, wellbeing and professional development, seeking support when appropriate.
- B2. Commercially aware.
- B3. Customer focused.
- B4. Be diligent in safe and hygienic working practices.
- B5. Be team focused, working collaboratively with colleagues and other professionals.
- B6. Observe professional standards in own role e.g. time keeping and appearance.
Transferable Skills
Before taking their end-point assessment, apprentices must hold or achieve Level 1 English and maths and have taken the test for Level 2 English and maths (equivalent to GCSEs at grades 9 to 3). Apprentices with an Education, Health and Care plan or a legacy statement may be exempt from this requirement.