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Hospitality accommodation team member

Hospitality accommodation team member

Catering and hospitality

Level 2 - Technical Occupation

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Reference: OCC1420

Status: buildOccupational standard in development

Technical Education Products

ST1420:

Hospitality accommodation team member

(Level 2)

Development stage

Employers involved in creating the standard:

Parkdean Resorts UK Ltd, Bourne Leisure (medium), Firmdale, Marriott, James' Places, Dalata Hotel Group, Dakota Hotels, Intercontinental Hotel Group, Leonardo Hotels UK and Ireland, The Castle at Taunton, The Inn Collection Group, Whitbread, SSP, Kew Green Hotels, Lakeland Hoteliers Association.

Summary

This occupation is found in hotels, inns, holiday parks, B&Bs, restaurants or pubs with rooms, and other hospitality accommodation businesses offering accommodation to paying guests. Employers range from large to small. Hospitality Accommodation Team Member is a multi-skilled occupation, working across front of house roles in dining and bar services, reception and housekeeping. 

The broad purpose of the occupation is to deliver a range of guest focused services including dining and bar, reception, and housekeeping. Hospitality Accommodation team members move between departments gaining broad based knowledge, skills and experience in the typical operations of hotels, holiday parks and other hospitality businesses offering accommodation to paying guests. Hospitality Accommodation team members are responsible for the smooth operation of the business, working or sharing information cross-departmentally in order to deliver all the services that make up the guest experience.

In their daily work, an employee in this occupation interacts with guests at hotels, inns, holiday parks, B&Bs, restaurants or pubs with rooms, and other hospitality accommodation businesses. They also interact with team members, staff from across the wider organisation, and across other departments, managers, contractors, suppliers and other stakeholders.

An employee in this occupation will be responsible for delivering consistent, high quality food and beverage, housekeeping, and guest services to guests in line with business standards. They will use a range of specialist equipment and technology and comply with multiple interacting regulations, legal requirements and internal metrics, standards, policies and processes to provide these services. They will be responsible for ensuring guest’s needs are met and acting to meet targets for the delivery and profitability of accommodation services. They will contribute to planning and be responsive to unexpected situations to ensure business operations run smoothly. They will remain adaptable, flexible and resilient to the ever changing needs of the business.

Employers involved in creating the standard:

Parkdean Resorts UK Ltd, Bourne Leisure (medium), Firmdale, Marriott, James' Places, Dalata Hotel Group, Dakota Hotels, Intercontinental Hotel Group, Leonardo Hotels UK and Ireland, The Castle at Taunton, The Inn Collection Group, Whitbread, SSP, Kew Green Hotels, Lakeland Hoteliers Association.

Typical job titles include:

General assistant
Hospitality accommodation team member
Hospitality team member
Integrated team member

Knowledge, skills and behaviours (KSBs)

K1: 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.
K2: Techniques to maximise sales and improve guest experience; cross selling, upselling. supporting guest loyalty.
K3: Methods of communication with guests, how to make a personal connection, and how to tailor communication to different needs and situations.
K4: Principles of customer service, and service mentality, and how individuals impact guest satisfaction.
K5: Principles of handling feedback complaints, and issues, including dispute de-escalation techniques.
K6: Legislation, guidelines, and local policies on guest privacy and safety e.g. data protection, child protection, modern slavery.
K7: Procedures for handling room keys and guest property, including lost property.
K8: Process for handling transactions and payments securely.
K9: Different packages, allowances and process for implementing those packages and allowances, including payment if required.
K10: Central role of communication within and between teams in ensuring operational effectiveness and efficiency.
K11: Process for reporting or recording faults, issues or damage, or escalating guest feedback.
K12: Steps of food service eg set up, reset, touch points, sequence of service in line with business processes and standards.
K13: Food safety and allergen legislation and procedures including handling, labelling and temperature monitoring.
K14: Responsibilities of a server under the licensing act and legislation related to weights and measures when serving alcohol.
K15: Safe and efficient use of on site specialist equipment and technology eg cleaning equipment, computer systems relevant to business.
K16: Sequence for cleaning guest accommodation and public areas in line with business processes and standards.
K17: Hygiene management techniques to maintain a safe, clean environment, including pest and virus control, following COSHH guidelines.
K18: Methods for the safe and environmentally appropriate handling and disposal of waste including; food, broken dish or glassware, biohazards, controlled substances, chemicals, general waste.
K19: Stock management procedures across departments relevant to own role.
K20: Health and safety legislation and local policies relevant to own role, including manual handling, fire safety, emergency evacuation, and lone working.
K21: Key performance indicators and own responsibility for contributing to them in terms of efficiency, performance and profitability.
K22: How to use feedback from managers and team to improve own performance.
K23: Professional standards for uniform, personal hygiene and appearance in line with business expectations.
K24: Procedures for staying up to date with business information and new procedures and discussing implementation in your team.
K25: Methods of planning own workload and prioritising tasks.
K26: Methods to sustainably reduce the waste of resources.
K27: Procedures for starting and finishing a shift, including handover.
K28: Legislation and principles relating to equity, diversity and inclusion in the workplace.

S1: 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.
S2: Identifies and acts on opportunities to increase sales and guest loyalty.
S3: Tailors communication to meet guest needs and build rapport.
S4: Delivers customer service to business standards, checks that guests are satisfied with products or service, and acts on feedback.
S5: Assists in the resolution of feedback, complaints, and issues.
S6: Handles room keys and guest property, including lost property, in line with business procedures
S7: Handles transactions and payments securely.
S8: Applies packages and allowances to guest purchases, explains packages, allowances, and processes to guests, and takes payments if required.
S9: Communicates within and between teams to ensure operational effectiveness and efficiency.
S10: Reports or records faults, issues or damage to e.g. equipment, rooms, and escalates guest feedback as appropriate.
S11: Follows steps of food service for relevant business e.g. set up, reset, touch points, sequence of service.
S12: Follows food safety and allergen legislation eg handling, labelling, and temperature monitoring.
S13: Prepares and serves alcoholic and non-alcoholic beverages to business standards.
S14: Uses on site specialist equipment and technology relevant to business correctly and efficiently.
S15: 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.
S16: Selects and applies hygiene management techniques to maintain a safe, clean environment, including pest and virus control, following COSHH guidelines.
S17: Handles and disposes of waste safely.
S18: Manage stock across departments in line with local procedures relevant to own role.
S19: Complies with health and safety legislation, regulations, security and safety guidelines and procedures, including manual handling, fire safety, emergency evacuation, and lone working.
S20: Delivers to key performance indicators to support efficiency, performance and profitability within own area of responsibility.
S21: Uses feedback from managers and team to improve own performance and meet personal goals.
S22: Attends team briefings and implements instructions, offering input or feedback where relevant within team.
S23: Manages own time to ensure allocated tasks are completed.
S24: Reduces the waste of resources, taking sustainability into account, in line with business expectations.
S25: Follows equity, diversity and inclusion legislation and principles.

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.

Duties

Duty D1

Work across departments covering front of house guest services, dining and bar services, and housekeeping.

Duty D2

Compliance with all relevant regulations and standards including health and safety, hygiene standards, food safety, sale of alcohol, sale of goods and services, GDPR, and other relevant legislation.

Duty D3

Clean and maintain guest accommodation, working areas, public areas and other guest areas using cleaning products and equipment safely and appropriately and following the correct processes.

Duty D4

Serve food that meets guest expectations and business standards.

Duty D5

Assemble and serve beverages that meet guest expectations and business standards.

Duty D6

Provide high quality guest services in line with guest expectations and business standards.

Duty D7

Act to meet guest requests, answer queries and resolve problems, improve service and escalate according to business expectations.

Duty D8

Communicate effectively and share information to enable collaboration within own team, between teams, with managers, and with suppliers and contractors where required.

Duty D9

Observe equity, diversity, inclusion and wellbeing guidelines and contribute to a supportive, inclusive, and motivational working environment.

Duty D10

Support the achievement of key metrics within the business for sales and operational efficiency.

Duty D11

Follow sustainability best practice in relation to the use of resources including energy and water, and disposal of waste.

Duty D12

Use equipment and technology safely and effectively including preventative maintenance.

Duty D13

Take personal responsibility for own development and behaviour, observing professional standards.

Duty D14

Contribute ideas and suggestions to continually improve the efficiency and effectiveness of standard operating processes and ways of working.