Level 1 Certificate in Hospitality and Catering

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1 NCFE National Partnership Award Award Specification Level 1 Certificate in Hospitality and Catering National Partnership Award Specification NP00035NT Issue 2, September 2008

2 Our Vision Inspirational learning solutions with exceptional customer service. About Us NCFE is one of the UK s fastest growing national awarding bodies, designing and awarding qualifications that are nationally recognised to meet the needs of learners and employers. We provide a wide range of regulator-accredited qualifications at different levels, and in a variety of subject areas. We also offer Key Skills, Basic Skills and Entry Level qualifications. Our aim is to give individuals the mix of skills, knowledge and understanding they need to bring them closer to fulfilling their personal goals. Our qualifications and awards are used by centres across the UK including schools, colleges, adult education centres and training providers. We re a registered educational charity and a company limited by guarantee. Our charitable aim is to promote and advance the education and training of young persons and adults. NCFE is recognised as an awarding body by the qualifications regulators for England, Wales and Northern Ireland. The regulators are the Office of the Qualifications and Examinations Regulator (Ofqual) in England, the Department for Children, Education, Lifelong Learning and Skills (DCELLS) in Wales, and the Council for Curriculum, Examinations and Assessment (CCEA) in Northern Ireland. Customer Service- the NCFE way We re passionate about providing exceptional customer service. Every single NCFE employee is focused on not just meeting, but exceeding your expectations. We believe our approach to customer service makes us easy to do business with, flexible and responsive. We rely on your feedback to let us know whether we re providing the right kinds of products and service. We carry out a number of surveys and focus groups throughout the year, but you don t have to wait until then to tell us what you think. If you want to give us your thoughts you can feedback@ncfe.org.uk, or just pick up the phone and tell us!

3 Contents Page No. Section 1: National Partnership Award Overview 1 - Introduction 1 - Aims and Objectives 2 - Target Group 2 - Entry Guidance 2 - Resource Requirements 3 - Progression Opportunities 3 - Centre Approval Requirements 4 Section 2: Assessment and Verification 5 - Internal Assessment 5 - Internal Verification 5 - External Verification 5 - Achieving the NCFE Level 1 Certificate in Hospitality and Catering 6 Section 3: Structure and Content of the Award 7 - Unit 01 Products and services available in the hospitality industry 8 - Unit 02 Developing customer service skills 9 - Unit 03 Safety, security and knowledge of the workplace 10 - Unit 04 Health and hygiene requirements 11 Appendices 12 Appendix A Award Centre Approval Procedure 12 Appendix B Candidate Registration and Certification Procedure 13 Appendix C Glossary of Terms 14 Enquiries / Equal Opportunities / Data Protection 16

4 Section 1: Award Overview Introduction The Level 1 Certificate in Hospitality and Catering is a joint development between NCFE and Tribal Learning and Publishing, specialist publishers of high quality distance learning materials. This Award Specification provides details of the Level 1 Certificate in Hospitality and Catering. To buy materials or to request a sample, please contact Tribal Learning and Publishing on Guided learning hours (GLH): 120 NQF level equivalence: 1 Assessment requirements: Internally assessed workbook The award consists of 4 mandatory units: Unit 01 Products and services available in the hospitality industry Unit 02 Developing customer service skills Unit 03 Safety, security and knowledge of the workplace Unit 04 Health and hygiene requirements Learning outcomes for each unit are provided in Section 3 (page). To be awarded the Level 1 Certificate in Hospitality and Catering learners are required to successfully complete all 4 mandatory units. continued overleaf 1

5 Section 1: Award Overview Aims The award aims to: enable candidates to improve their knowledge of the Hospitality Industry and offer candidates the opportunity to develop the skills required to provide a high level of service to the customer to provide employers with a structured training programme that could form part of an induction programme to develop evidence that could be used as part of the underpinning knowledge required for an NVQ in Hospitality qualification enable progression to other vocational courses and enhance career prospects Objectives On completion of the program, the individual will have an understanding of: the products and services offered by the Hospitality Industry the development of customer service skills organisational requirements relating to health and safety issues how the organisation functions and the learners role in the organisation health and hygiene requirements Target Group The Level 1 Certificate in Hospitality and Catering is suitable as an introduction for people who wish to access training in Hospitality and Catering with a view to progress to further qualifications, or candidates who wish to study this programme in order to complement other programmes. It is also suitable for candidates wishing to develop skills to prepare them for employment and for learners who are already in employment and wish to study the programme as part of their own continuous professional development. Entry Guidance There are no specific recommended prior learning requirements for this award. Access to this Award is open to all learners; however, a basic level of numeracy and literacy is required to comply with the Health and Safety and assessment aspects of the Award. Entry onto any course of study remains at the discretion of the centre based upon the above criteria. continued overleaf 2

6 Section 1: Award Overview Resource Requirements Materials to support Tutors in the delivery and assessment of this qualification may be purchased from Tribal Learning and Publishing. A Candidate Workbook and an Assessor Guidance Pack can be purchased from Tribal Learning and Publishing, Forsyth House, Alpha Business Park, Monks Cross, York, YO32 9WN. Learning materials and Tutor/Assessor support materials Learning materials to support this award are available to purchase from: Tribal Learning and Publishing Forsyth House Alpha Business Park Monks Cross York YO32 9WN Tel: These materials must be used when delivering this award, and alternative sources of candidate evidence will not be considered as meeting the requirements of the award. Centre staff involved in the delivery/assessment of NCFE qualifications and awards should meet the following criteria: Essential: hold or be working towards a recognised teaching or training qualification have current or recent teaching or work experience in relevant sector (2 3 years) hold related qualifications in that subject area that are at least a level above the qualification being delivered Desirable: currently assessing, moderating or verifying in that sector membership of professional sector-specific bodies/institutes Assessors and Internal Verifiers should refer to the national standards for Assessors and Verifiers (A and V units) for guidance on how their roles should be carried out. Progression Opportunities The Level 1 Certificate in Hospitality and Catering provides a sound preparation for further study and access onto a range of vocational programmes including NVQs. There is also the opportunity for progression into employment. For further details, please visit the NCFE website ( or contact the Research and Product Development team at NCFE. continued overleaf 3

7 Section 1: Award Overview Centre Approval Requirements Centres need to apply for approval to offer this qualification before enrolling learners. If centres don t have approval learners should be advised that certification is not available. To get approval to offer this qualification, centres need to complete and return a signed copy of the relevant approval form to the Centre Support team at NCFE. These forms are available from the NCFE website ( or from the Centre Support team at NCFE. Further information regarding the approval procedure is contained in NCFE s Centre Support Guide. If you have any queries regarding any part of the approval process, require assistance completing the approval form or wish to know if your centre meets the approval criteria, please contact the Centre Support team at NCFE. Following approval, individual learner registration and certification fees are payable. Details of registration and certification fees are available on the NCFE website ( or from the Centre Support team at NCFE. The appendices at the back of this document provide an overview of NCFE s administrative procedures from approval to certification. Candidate registration and certification fees Following approval, a combined registration and certification fee per candidate is payable. Details of the current registration and certification fees are provided on the NCFE website ( or from the Centre Support team at NCFE. 4

8 Section 2: Assessment and Verification Assessment is the process of measuring a candidate s skill, knowledge and understanding against the standards set in the award. The assessment for the Level 1 Certificate in Hospitality and Catering consists of an internally assessed workbook of evidence, which is assessed and internally verified by centre staff and externally verified by NCFE. Candidates must be successful in all elements of the assessment to gain the Level 1 Certificate in Hospitality and Catering. Internal Assessment Each candidate is required to create a workbook which demonstrates achievement of all learning outcomes associated with each unit. Learning outcomes specify what each candidate has to achieve and are included with each unit. All evidence produced by candidates will be found in the workbook assessments Assessment guidance is provided by Tribal Learning and Publishing for each unit. Assessors must be satisfied that candidates have achieved all learning outcomes related to the unit being assessed prior to deciding whether candidates have been successful. Assessors are also responsible for supporting candidates through the assessment process. Internal Verification Internal verification is the process by which the internal quality assurance of the award is guaranteed. It is the responsibility of the Internal Verifier to ensure that Assessors decisions are sampled and monitored to ensure they are reliable and valid. Internal Verifiers are also responsible for supporting Assessors by offering advice and guidance and recording internal verification activities. External Verification External verification of internal assessments is carried out to ensure that assessment decisions are in line with required standards. External verification is carried out by External Verifiers who are appointed, trained and monitored by NCFE. continued overleaf 5

9 Section 2: Assessment and Verification External Verifiers are responsible for monitoring and sampling candidates evidence to ensure that internal assessment decisions are valid, reliable, fair and consistent with national standards. The External Verifier is also responsible for verifying that centres internal assessment and verification procedures are in line with NCFE standards and that the centre continues to meet the requirements of the award. Centres are notified of their External Verifier s contact details on registration of candidates. For further information on the responsibilities of Assessors, Internal and External Verifiers, please refer to the publication, Guidance for Centres: Procedures and Policies. Achieving the Level 1 Certificate in Hospitality and Catering To achieve the Level 1 Certificate in Hospitality and Catering candidates must demonstrate their achievement of all learning outcomes of each unit detailed in the Award Specification. Grades are not awarded. Candidates who are unsuccessful may resubmit work within the registration period. A charge may apply. Letters of Unit Credit may be requested for candidates not achieving the full certificate but who satisfy the internal assessment component for at least one whole unit. 6

10 Section 3: Structure and Content of the Award This section provides details of the structure and content of the award. The unit summary provides an overview of each unit including: the unit title the unit overview guided learning hours an indication of whether the unit is mandatory or optional the learning outcomes and assessment criteria Further information and/or guidance on the award can be obtained by contacting Tribal Learning and Publishing. 7

11 Section 3: Structure and Content of the Award Unit 01 (Unit No. NP00035NT/001) Products and services available in the hospitality industry Unit Summary This unit examines the role of Hospitality and Catering in the workplace. It defines the themes and identifies a supply chain. It provides a detailed description of the activities of the functional components of Hospitality and Catering and is followed by recognition of the effect of customer expectations on the sector. This unit is mandatory and accounts for 30 hours of the total recommended guided learning hours. Learning Outcomes: Identify key aspects of the Hospitality Industry 1.1 Describe the nature of the Hospitality Industry 1.2 Give examples of the various types of hospitality operations Describe the products and services available to customers 1.3 Identify relevant products and services 1.4 Describe how to receive customers 1.5 Explain how to prepare customer areas 1.6 List the key aspects in the service of food and drink 1.7 Identify the preparation techniques used in the service of food products Identify and apply knowledge and skills required in order to deliver these products and services 1.8 List some of the key personal qualities required when working in the hospitality industry 1.9 Identify areas of knowledge required when carrying out a specific role 1.10 Identify some of the basic skills necessary to undertake specific job roles 8

12 Section 3: Structure and Content of the Award Unit 02 (Unit No. NP00035NT/002) Developing customer service skills Unit Summary This unit gives an overview of the Hospitality and Catering operating environment and examines the types of businesses and firms that undertake Hospitality and Catering activities in the workplace. This unit is mandatory and accounts for 30 hours of the total recommended guided learning hours. Learning Outcomes: Describe excellent customer service 2.1 Identify the benefits of good customer service 2.2 List the elements of good customer service Identify customers needs and expectations 2.3 Identify customers and customer groups 2.4 State customer needs and expectations Describe how customer needs and expectations can be met 2.5 Explain the importance of meeting customer expectations 2.6 Identify and resolve conflicts between organisational and customer needs Describe how to communicate effectively with customers 2.7 Identify and demonstrate appropriate methods of communication for different situations 2.8 List ways of overcoming barriers to communication 9

13 Section 3: Structure and Content of the Award Unit 03 (Unit No. NP00035NT/003) Safety, security and knowledge of the workplace Unit Summary In this unit candidates learn about the role of communication and how information flows. The role of information technology is explained and how it helps Hospitality and Catering staff to work more effectively. Candidates will also learn how the role of people and teams can help them to manage and co-ordinate information on a daily basis. This unit is mandatory and accounts for 30 hours of the total recommended guided learning hours. Learning Outcomes: Describe safety and security issues in the workplace 3.1 Identify the need for safety and security in the workplace 3.2 Outline the various safety procedures required in the workplace 3.3 Outline the security measures that can be found in the workplace Identify statutory and company requirements 3.4 Identify the key statutory requirements of both the employer and employee 3.5 State company policy concerning health, safety and security 3.6 Identify the responsibilities of the employee in health, safety and security issues Demonstrate awareness of how the organisation functions 3.7 Identify key points concerning the physical environment 3.8 Identify how people work within teams 3.9 Identify ways of communicating with others 3.10 Identify the importance of training and supervision 10

14 Section 3: Structure and Content of the Award Unit 04 (Unit No. NP00035NT/004) Health and hygiene requirements Unit Summary This unit examines Health and Safety legislation and its role in the Hospitality and Catering operating environment. This unit is mandatory and accounts for 30 hours of the total recommended guided learning hours. Learning Outcomes: Understand the importance of personal health issues when working in the hospitality industry 4.1 List the benefits of good personal health 4.2 Identify personal health requirements 4.3 Identify ways of maximising levels of good personal health Identify key aspects of personal hygiene 4.4 Explain the importance of personal hygiene in the workplace 4.5 Identify the elements of personal hygiene Describe the causes and effects of food contamination and poisoning 4.6 Define the terms food contamination, food poisoning and symptoms of food poisoning 4.7 Describe how micro organisms, chemicals and other substances contaminate food 4.8 Identify the benefits to the business of good levels of food hygiene Explain the procedures involved in the safe hygienic handling of food and drink 4.9 Identify key aspects of the safe handling of food and drink 4.10 Explain procedures that ensure the safe and hygienic handling of food and drink 11

15 Appendix A: Award Centre Approval Procedure Centre downloads relevant approval form (from NCFE website or requests a copy from NCFE) Centre completes, signs and returns approval form to NCFE Existing centre Centre approved by another Awarding Body New centre NCFE undertakes office review of application No Is an approval visit Yes NCFE appoints Approval Advisor to carry out visit NCFE notifies centre if more information is required Centre sends information Approval Advisor reports back to NCFE Centre advised if approval is recommended or not 12

16 Appendix B: Candidate Registration and Certification Procedure Centre forwards candidate registration details to NCFE On receipt, NCFE invoices centre for registration fee per candidate - Certificate Claim Form - Candidate Status Report NCFE processes candidate information and produces: NCFE sends Candidate Status Report to External Verifier to notify of activity at centre External Verifier contacts centre to arrange visit, as appropriate, and reports back to NCFE Internal Verifier signs Form C for successful candidates and External Verifier countersigns NCFE issues certificates for successful candidates. Letters of Unit Credit or Unit Summaries are issued for partial achievements as requested 13

17 Appendix C: Glossary of Terms Accreditation of Prior Learning (APL) is the name given to the process of recognising a candidate s previous achievement or learning experiences. This usually enables a candidate to move directly to the assessment stage of a qualification, or unit, without duplicating the learning process. Assessors deliver NCFE qualifications and awards and carry out assessment to ensure that candidates meet the requirements of the qualification. For details of staffing resources required for this Award, please refer to NCFE s Occupational Competence Guidelines, available from the NCFE website ( or from the Centre Support team at NCFE. Centres are organisations who are approved to offer one or more NCFE qualifications or other products. Directory of Products and Services is a document which provides an overview of all NCFE s qualifications and national awards and is for curriculum planning purposes. External Verifiers are responsible for monitoring and sampling candidates evidence to ensure that internal assessment decisions are valid, reliable, fair and consistent with national standards. The External Verifier is also responsible for verifying that centres internal assessment and verification procedures are in line with NCFE standards and that the centre continues to meet the requirements of the award. Fees and Pricing is issued to centres once a year and outlines all NCFE s fees and charges by academic year. Centre Support Guide is a document produced by NCFE which explains everything you need to know from how to apply to become an NCFE approved centre to claiming certificates for your learners, and everything in between. Guided learning hours give an indication of the amount of contact time with the Assessor candidates are expected to be given while undertaking a qualification. Internal Assessment is the process by which internal centre staff assess candidates achievement of the learning outcomes of the award, normally based on a portfolio of evidence. Internal Verifiers monitor the Assessor s assessment practice and procedure by sampling assessments and also ensure that the Assessors carry out their roles appropriately and are appropriately trained. 14

18 Appendix C: Glossary of Terms National Partnership Awards are nationally available awards accredited by NCFE and supported by high quality learning materials provided by our partners. National Occupational Standards (NOS) are the identified skills and competences needed by UK industry and form the basis of National Vocational Qualifications (NVQs) and vocationally-related qualifications. National Qualifications Framework (NQF) is a framework of levels and categories of qualifications, which have been accredited by QCA, and which enable recognition of achievement and facilitate career progression. Occupational Competence Guidelines is a document providing guidance on the experience and qualifications needed to deliver and assess particular NCFE qualifications and awards. Portfolio is a structured collection of evidence which demonstrates candidates performance against the standards in the qualification or award they are working towards Qualifications and Curriculum Authority (QCA) is the government body in England which approves awarding bodies to offer qualifications in the National Qualifications Framework and accredits their qualifications. There are similar bodies for Wales, Northern Ireland and Scotland. Range is the breadth of skills and knowledge a candidate must have and the situations in which he/she may display these skills or knowledge. The range statements are indicated in bold text within the learning outcomes. Sector Skills Councils (SSCs) are government-recognised employer-based organisations representing various industry sectors which, among other things, have responsibility to develop national occupational standards. Unit/Learning Outcome: Each NCFE qualification or award is made up of a number of units. These are broken down into a number of learning outcomes. Learning outcomes consist of the skills and knowledge a candidate must successfully demonstrate in order to achieve the qualification. 15

19 Enquiries Any enquiries relating to this award should be addressed to: NCFE Citygate St James Boulevard Newcastle upon Tyne NE1 4JE Tel: Fax: Website: Equal Opportunities NCFE fully supports the principle of equal opportunities and opposes all unlawful or unfair discrimination on the grounds of ability, age, colour, culture, disability, domestic circumstances, employment status, gender, marital status, nationality, political orientation, racial origin, religious beliefs, sexual orientation and social background. NCFE aims to ensure that equality of opportunity is promoted and that unlawful or unfair discrimination, whether direct or indirect, is eliminated both in its own employment practices, and in access to its qualifications. A copy of NCFE s Equal Opportunities Statement is available on request. Data Protection NCFE is registered under the Data Protection Act and committed to maintaining the highest possible standards when handling personal information. NCFE is a registered charity (Registered Charity No ) and a company limited by guarantee (Company No ). All the material in this publication is copyright. NCFE Issue 2, September 2008 All information contained in this publication is correct at the time of printing. 16

20 Registered Charity Company No

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