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Hospitality team member - Reservations

Hospitality team member - Reservations

Catering and hospitality

Level 2 - Technical Occupation

Carrying out a range of general and specialist roles within hospitality businesses, including bars, cafes, conference centres, restaurants and hotels.

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Reference: OCC0233I

Status: assignment_turned_inApproved occupation

Average (median) salary: £17,217 per year

SOC 2020 code: 9264 Waiters and waitresses

SOC 2020 sub unit groups:

  • 9264/00 Waiters and waitresses
  • 5436/00 Catering and bar managers
  • 6219/03 Tour guides
  • 6219/04 Tourist information assistants
  • 9223/01 Commercial cleaners
  • 9265/00 Bar staff
  • 9266/00 Coffee shop workers

Technical Education Products

ST0233:

Hospitality team member - Reservations

(Level 2)

Approved for delivery
  • Career Starter Apprenticeship

Employers involved in creating the standard:

Hilton Worldwide, Mitchells and Butler, The Spirit Pub Company, Compass Group UK&I, PGL, McDonald’s UK, Hospitality SME consortium led by the Lancaster London, Red Carnation Hotels, Frederic Robinson, Barchester Healthcare, Whitbread, SSP, KFC UK, Greene King, Institute of Hospitality, Royal Academy of Culinary Arts, British Institute of Innkeeping, British Beer & Pub Association, People 1st, Brend Hotels

Summary

A hospitality team member can work in a range of establishments, for example bars, restaurants, caf�s, conference centres, banqueting venues, hotels or contract caterers. The role is very varied and although hospitality team members tend to specialise in an area, they have to be adaptable and ready to support team members across the business, for example during busy periods. Specialist areas in hospitality include food and beverage service, serving alcoholic beverages, barista, food preparation, housekeeping, concierge and guest services, reception, reservations and conference and banqueting. The most important part of the role is developing fantastic �hospitality� skills and knowledge such as recognising customer needs, knowing how to match them to the products and services of the business and working as part of a team to ensure that every customer, whether they are eating in a restaurant, drinking cocktails in a bar, ordering room service in a hotel or attending a business conference feels welcomed and looked after.

Employers involved in creating the standard:

Hilton Worldwide, Mitchells and Butler, The Spirit Pub Company, Compass Group UK&I, PGL, McDonald’s UK, Hospitality SME consortium led by the Lancaster London, Red Carnation Hotels, Frederic Robinson, Barchester Healthcare, Whitbread, SSP, KFC UK, Greene King, Institute of Hospitality, Royal Academy of Culinary Arts, British Institute of Innkeeping, British Beer & Pub Association, People 1st, Brend Hotels

Typical job titles include:

barista
barmaid
barman
bartender
concierge
housekeeper
housemaid
maid
server
waiter
waitress

Keywords:

Banqueting Venues
Bars
Cafes
Conference Centres
Customer Experience
Customer Service
Drink
Drinking
Eating
Food
Hotels Or Contract Caterers
Housekeeping
Restaurants

Knowledge, skills and behaviours (KSBs)

K1: Understand what hospitality means; the culture of the industry and why delivering a customer experience to meet and exceed customers expectations is so important to hospitality businesses.
K2: Appreciate the importance of hospitality behaviours such as personal conduct, being adaptable, using initiative and communicating with a diverse range of people.
K3: Know the range of businesses and establishments that make up the hospitality industry, their differences and similarities and the variety of job roles and progression opportunities that are available.
K4: Recognise customer profiles in hospitality and how customers have different needs
K5: Understand the importance of meeting, and where possible, exceeding customer expectations in line with the business/brand standards
K6: Understand the importance of receiving and dealing with customer feedback to support the improvement of products and services and provide value for money
K7: Know the business vision and values, its main competitors, how it fits into the wider hospitality industry and how own area of work contributes to achieving business targets
K8: Know how own role can minimise unnecessary financial loss to the business
K9: Understand how personal discipline in approach to work, for example time-keeping, attendance, personal appearance, personal presentation and conduct can all have an impact on the business/ brand reputation
K10: Know the products/services that are offered by the business, their prices and special offers and how to match them to customers' needs
K11: Know how the business aims to increase its market share and compete against its main competitors, for example its unique selling points, promotions and marketing campaigns
K12: Understand how the use of technology can enhance customer service and productivity in hospitality businesses
K13: Recognise and understand legislative responsibilities relating to the business and the products and/or services it offers
K14: Know how the activities in hospitality businesses can have a negative effect on the environment
K15: Understand the importance of using appropriate methods of communication that are suitable for different situations and individuals' needs in a variety of hospitality contexts
K16: Know how to support and influence the team positively, recognising how team members are dependent on each other to meet business objectives
K17: Understand how to work with people from a wide range of backgrounds and cultures
K18: Understand how to support the supervision of team members for example new and junior employees to assist line manager
K30: Understand how to take individual and group accommodation or event reservations in line with business/brand standard. Know the pricing policy of the organisation and how this ensures effective yield management. Understand requirements for processing personal and sensitive data

S1: Use clear and engaging communication to establish a good rapport with customers and ask relevant questions to determine their needs
S2: Deliver excellent customer service in line with the business / brand standards with the aim of exceeding customer expectations
S3: Check that customers are satisfied with products and services and act on feedback in line with business procedures
S4: Perform activities to positively promote business / brand standards and identify opportunities to increase sales and achieve customer loyalty
S5: Carefully handle payments, transactions, stock and packaging to minimise unnecessary financial loss
S6: Prepare and organise own work for example promptly arriving for shifts, communicating information at team meetings / briefings, following business / brand guidelines and procedures, meeting agreed deadlines
S7: Clearly communicate relevant and useful information on products and services based on a clear understanding of customers' needs
S8: Actively promote the unique selling points of the business and special offers available and promotions to customers
S9: Use technology appropriately and efficiently in line with company policy in a way that supports customer service and ensure that faults and maintenance issues are reported promptly
S10: Comply with legal requirements to avoid risks, minimise disruption to the business and to maintain the safety and security of people at all times
S11: Work in a way that minimises negative effects on the environment for example by managing wastage in line with business procedures
S12: Communicate accurately and effectively with others in line with the business culture to achieve the best result according to the situation
S13: Support team members to ensure that the products and services delivered are of a high quality, on time and meet customer expectations in line with business needs
S14: Put people at ease in all matters, adapt products and services as necessary, helping them to feel welcome and supported and provide them with information that is relevant to their needs
S15: Contribute to meetings and planning shifts, support shift briefings and assist in the monitoring of standards to help ensure quality is maintained
S27: Take and process reservations and negotiate rates in line with own authority. Ensure reservations follow organisation's yield management policy. Support the team to plan events, show customers the facilities of the business and provide information on the typical procedure for running events

B1: Use own initiative and have confidence in determining customers' needs
B2: Take an enthusiastic and positive approach to providing excellent customer service
B3: Take feedback from customers seriously and actively improve own customer service in line with business / brand standards
B4: Proactively support the reputation of the business and be aware of how it compares with its competitors
B5: Carry out activities with consideration of their cost and value
B6: Organise own work and have the confidence to ask for guidance, fully participate in performance reviews and training and act on feedback relating to personal performance
B7: Confidently demonstrate a belief in the products/services the business offers
B8: Keep up to date with how the business positions itself within the wider hospitality industry
B9: Use technology responsibly and take an interest in new developments that relate to own job role
B10: Work with integrity in a safe, honest and trustworthy manner putting personal safety and that of others first
B11: Demonstrate personal commitment to minimising the negative affect on the environment caused by work activities
B12: Take a friendly and outgoing approach and enjoy talking and interacting with others, and communicating according to the business/brand standard
B13: Demonstrate pride in own role through a consistently positive and professional approach, and be aware of the impact of personal behaviour within the team
B14: Operate in a fair and professional manner
B15: Demonstrate the ability and confidence to deputise for the line manager when necessary
B16: Take a responsible approach to the preparation, sale and service of food and beverages for example in relation to safe handling and storage, and accurately communicating the contents of products.
B17: Use appropriate opportunities to upsell and promote additional products and services
B18: Actively seek opportunities to delight and 'wow' customers in line with the business/brand standard
B19: Demonstrate high personal hygiene standards and clean workstation ethic at all times
B20: Take every opportunity to provide customers with all the information and services they need to get the best out of their stay, maintain discretion and customer confidentiality
B21: Pay attention to detail and have high standards of cleanliness and presentation. Work in a discreet manner and maintain customer confidentiality
B22: Be highly organised and has the ability to multitask whilst maintaining an engaging, friendly and helpful attitude to customers
B23: Anticipate customer needs and can adapt products and services to meet them
B24: Ensure interdepartmental and external communication provides good flow of information to meet and exceed customers� expectations
B25: Actively seek opportunities to make a great guest experience

Occupational Progression

This occupational progression map shows technical occupations that have transferable knowledge and skills.

In this map, the focused occupation is highlighted in yellow. The arrows indicate where transferable knowledge and skills exist between two occupations. This map shows some of the strongest progression links between the focused occupation and other occupations.

It is anticipated that individuals would be required to undertake further learning or training to progress to and from occupations. To find out more about an occupation featured in the progression map, including the learning options available, click the occupation.

Progression decisions have been reached by comparing the knowledge and skills statements between occupational standards, combined with individualised learner movement data.

Technical Occupations

Levels 2-3

Higher Technical Occupations

Levels 4-5

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Level 3

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Level 4

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Catering and hospitality