UHC50M The catering and hospitality industry

Transcription

1 UHC50M The catering and hospitality industry Unit reference number: J/615/0852 Level: 2 Guided Learning (GL) hours: 30 Overview This unit will develop learners knowledge and understanding of the different types of businesses within the catering and hospitality industry and the range of products and services offered. Learners will develop an understanding of the size and structure of the catering and hospitality industry and its importance to individuals, businesses and the UK economy. Learners will also develop knowledge of trade and professional associations that operate in the catering and hospitality sector as well as an appreciation of other related industries. Learners will explore and understand career opportunities available in catering, hospitality and related industries as well as the skills and attributes required to be successful and the training pathways to take in order to pursue a career within the sector. Learning outcomes On completion of this unit, learners will: LO1 Know about the catering and hospitality industry LO2 Know the scale and importance of the UK catering and hospitality industry LO3 Know the career opportunities in the catering and hospitality industry Version 4 1

2 Assessment requirements Learners must complete both assessment requirements related to this unit: 1. External examination 2. Graded synoptic assessment 1. External examination The theory content of LO1, LO2 and LO3 will be tested by an external examination towards the end of the period of learning. External examinations will test knowledge and understanding from across the whole vocational area (mandatory units). Learners should use the unit content section of this unit to aid revision since exam questions will test the full breadth of this section. External examinations will be set and marked by VTCT and will contribute to the overall qualification grade. 2. Graded synoptic assessment In the last term or final third of their qualification, learners will be required to undertake a graded synoptic assessment. This will require learners to carry out a range of practical skills from across the whole vocational area (mandatory units). Assessment coverage will vary year on year, although all mandatory units will be covered over time. VTCT will set a brief for centres which will detail the food and beverage service situation to be used in the graded synoptic assessment. Grading descriptors for the synoptic assessment will also be provided by VTCT. The graded synoptic assessment will be marked and graded by centre staff and externally verified by VTCT. The graded synoptic assessment will contribute to the overall qualification grade. 2

3 Unit content LO1 Know about the catering and hospitality industry Learners must know the types of catering and hospitality organisations: Definitions of catering and hospitality Contract food service providers e.g. providers of catering to education, defence, healthcare, business and other industries Events catering e.g. festivals, sporting events, conferences and exhibitions, corporate hospitality, holiday parks Hospitality services e.g. transport catering, visitor attraction catering Accommodation e.g. hotels (including branded, budget, boutique and one to five stars), hostels, guest houses, bed and breakfast (B&B), self-catering, including independent, regional, national and international chains Membership clubs e.g. sporting clubs, employment or association clubs Pubs, bars and nightclubs Restaurants e.g. fine dining, fast food, branded, ethnic, coffee shops and cafés Learners must know the different sectors and their main features in the catering and hospitality industry: Commercial these are private organisations who work to make a profit such as hotels, pubs and restaurants. They range from very large international organisations to small local cafés Public the main aim of public sector organisations is to provide a service, rather than make a profit. The government provides the working regulations for catering and hospitality organisations, such as food safety and health and safety regulations. Other public sector organisations may include local government services, schools and colleges Voluntary sector this sector is non-profitmaking and separate from local government. Voluntary sector organisations are often funded through memberships, donations or grants. The sale of goods, mainly from cafés and restaurants, keeps these organisations open. An example of this is the Youth Hostel Association (YHA) The main differentiating features of the various types of business - Aims and objectives - Purpose - Pricing considerations, e.g. may be subsidised Learners must know about different types of business ownership and status: Sole trader is owned by one person who has full legal responsibility for the business with unlimited liability. The business s profits, losses and debts are the responsibility of the owner, no matter how much is earned or owed. If the business is sued then it is the owner who is sued as they are one and the same in the eyes of the law Partnership is when two or more people own the business together. As with a sole trader the law considers the members of the partnership to have unlimited liability for any debt the business may have 3

4 Limited Liability Partnership (LLP) has owners who have a limited liability because the business is a separate entity under the law. This means that, for example, if the business fails the owners loss is limited to a fixed value such as the amount they invested in the business; if someone wants to sue, they need to sue the business and not the owners or investors. There are two types of limited liability business: - Private company is a business that is owned by a relatively small number of members. It does not offer its company shares to the general public on stock exchange but they can be offered, traded or exchanged privately - Public limited company (plc) has investors who can buy and sell their share in the business on the stock exchange. The business must have plc or public limited company as part of its registered legal name Franchise allow people to buy into an existing business and acquire the right to its business model. The franchisee (the person buying the franchise) pays the franchiser a percentage of the profits on a regular basis as well as the fee to buy the franchise Learners must know about products and services offered by catering and hospitality organisations: Food e.g. snacks, breakfast, lunch, dinner, afternoon tea Drink e.g. alcoholic, non-alcoholic, hot, cold Accommodation, including room service, laundry service and concierge Business and conference services, e.g. meetings and seminars Events and functions, e.g. weddings and parties, celebrations Additional services, e.g. tourist information services such as providing information and leaflets about the local area: information on things to do, attractions and local events, spa, hair and/or beauty salons, leisure facilities and retail outlets Learners must know about different customer types and their needs: Internal customers - Colleagues e.g. people from within the same department, organisation or group - Suppliers e.g. suppliers of food and drink products - Contractors e.g. a company may have a contract with a hotel to clean all its windows every week Internal customer needs induction, training and development, fair pay, equality and human rights, communication and health and safety External customers - Families which can include different ages, e.g. families with babies, young children, young adults and older adults - Friendship/interest groups e.g. groups celebrating a special occasion or groups with a particular interest. These could also include school groups - Business e.g. individual business people or groups of business people attending a conference or meeting - Couples including young couples, older and elderly couples, same gender and different gender couples - Customers with specific needs e.g. dietary needs (allergies, intolerances, preferences), disabilities, non-english speaking, cultural differences 4

5 External customer needs - Families e.g. cots and high chairs, children s menus, entertainment to suit all ages - Business e.g. internet access, business equipment, reliability - Groups e.g. group booking service, help and advice - Customers with specific needs e.g. wheelchair access, low tables, alternative menu choices, help, advice and assistance - Non-English speakers e.g. interpreters, easy to follow signs, information available in different languages - Culture food choices, knowledge of different cultures and dietary needs (e.g. vegan, vegetarian, halal) for specific groups, which may include different religious beliefs that impact dietary choices (Hindu, Jewish, Islam, Rastafarian); respect for different beliefs and dietary choices Learners must know the structure of catering and hospitality organisations: Operational areas - Food preparation, food and beverage services, accommodation services, front-of-house services Support functions - Finance e.g. managing the budgets, paying creditors and paying staff - Marketing e.g. developing products and services, researching the competition and promoting the organisation - Human resources e.g. planning, training, recruitment, appraisal and equal opportunities 5

6 LO2 Know the scale and importance of the UK catering and hospitality industry Learners must know the importance of the catering and hospitality industry to the UK economy: The scale of the catering and hospitality industry in terms of - Types of business e.g. single outlet, regional, national and international organisations - Numbers employed in the industry - Economic value of industry The importance of the catering and hospitality industry to the UK economy - Contribution to UK economy - Contribution to Gross Domestic Product (GDP) - Contribution to taxation - Providing employment opportunities - Increasing spending - Greater consumer choice of products and services Learners must know the key influences on the industry: Political e.g. legislation, tax policy, government type and stability Economic e.g. inflation, unemployment and employment rates, interest rates, exchange rates and monetary policy Social and cultural e.g. demographics, lifestyle changes, fashions and fads, health and welfare Technology e.g. new discoveries and developments, the internet, reduced costs of materials Influence of the media on the catering and hospitality industry Learners must know how the catering and hospitality industry works with other industries: Commodities such as food and drink suppliers; these can be local small suppliers and larger suppliers who supply nationally Linen suppliers who supply all types of linen to the industry (from napkins and table cloths to bed sheets and towels) Cleaning products suppliers Transport often catering and hospitality organisations will have contracts with local taxi companies to supply a service to their customers Spas many hotels offer spas and spa treatments Retail business often have outlets in larger catering and hospitality businesses Maintenance staff e.g. gardeners, florists, environmental and waste management and equipment maintenance, e.g. all kitchen equipment 6

7 Learners must know the types of trade and professional organisations and their roles: Organisations, for example - Academy of Culinary Arts - The Craft Guild of Chefs - Institute of Hospitality - British Hospitality Association - British Institute of Inn-keeping - The Professional Association of UK Housekeepers - People 1 st (Sector Skills Council) Roles, for example - Setting standards - Regulation of the industry - Legal and professional advice - Representation of specific industry needs 7

8 LO3 Know the career opportunities in the catering and hospitality industry Learners must know the organisation of job roles in catering and hospitality: Kitchen e.g. Head Chef, Sous-Chef, Chef de Partie, Commis Chef and Kitchen Porter Restaurant e.g. Restaurant Manager, Restaurant Supervisor, Waiting Staff and Sommelier Conference and banqueting e.g. Conference and Banqueting Manager, Conference and Banqueting Supervisor and Waiting Staff Front of house e.g. Head Receptionist, Receptionist and Concierge/Porter Bar e.g. Head Bar Person, Bar Staff and Runner Housekeeping e.g. Head Housekeeper, Housekeeper Importance of staff structure and hierarchy - To comply with legislation e.g. health and safety and food safety - To ensure efficiency e.g. everyone works together within their authority - To maximise cost-effectiveness but for the whole organisation, e.g. stationary - To create an effective workflow the structure supports effective production - To help understand progression routes for staff to encourage staff to stay with organisation and have a career Learners must know the responsibilities of specific job roles: Kitchen - Head/Executive Chef supervision of kitchen brigade, menu planning, implementation and monitoring of food safety and health and safety legislation and practices, costing, stock control, recruitment and training, maintaining budgetary targets and gross profit - Sous Chef supervision of day-to-day production in the kitchen, deputising in the absence of the head chef, supervising health, safety and hygiene practices, staff training to reach the expected culinary standards, and help create menus - Chef de Partie prepare, cook and present dishes within a specialist area, manage and train any commis chefs working in the section, help the sous chef and head/executive chef to develop new dishes and menus, maintain standards of food hygiene and food safety, monitor portion and waste control to maintain profit margins - Commis Chef prepare the ingredients for a more senior chef, measure dish ingredients and portion sizes accurately, deal with deliveries and stock rotation, maintain high standards of hygiene and food safety 8

9 Restaurant - Restaurant manager to ensure service delivery at every area in the food and beverage department is excellent and the customers receive excellent customer service. They ensure regulations are adhered to and communicate with other areas of the organisation, such as the head chef - Restaurant supervisor to assist with the responsibility for the day to day running of the restaurant areas. To support the restaurant manager in their duties and ensure the standards set by the organisation are met - Waiting staff arranging the dining room before and after service. Welcoming and serving customers. The Waiter forms the continuous link between the kitchen and the dining room. Key Responsibilities include: ensuring the guests receive high quality service and service provision and ensuring that health and safety and procedures are followed - Sommelier manages the daily activities necessary for maintenance and promotion of the organisation's wine list. Identifies and purchases wines for the organisation. Monitors the conditions of the wine cellar, ensuring optimal storage. Works with the kitchen staff to develop food and wine pairings. Recommends and serves wine to guests, maintaining excellent customer service Conference and banqueting - Conference and banqueting manager ensures the team meets the requirements of each client, whether they want a small anniversary party for 50, a glamorous wedding for 120, or a high profile corporate dinner for 600 or more. Duties include: marketing and selling conference and banqueting facilities, scheduling reservations, operating the facilities profitably, planning well (so each event runs smoothly), checking all bills are paid on time, managing the food and beverage team, briefing staff and checking the room set-up before the event, ensuring the room is turned around and ready for the next event Bar - Conference and banqueting supervisor to support the role of the conference and banqueting manager, e.g. supervising events and event staff to ensure events run smoothly - Waiting staff arranging the dining room before and after service. Welcoming and serving customers. Waiting staff form the continuous link between the kitchen and the dining room. Key responsibilities include: ensuring the guests receive high quality services and service provision and to ensure that health and safety and procedures are followed - Bar manager to manage the bar service within the organisation, and ensure that customers are served promptly and courteously, in accordance with the standard operating procedures, and at all times in line with hygiene and safety regulations. Ensure that all customers have their expectations met and exceeded. Recruiting, training and motivating staff, doing regular stock-takes and ordering as necessary; handling deliveries, maintaining the condition of beer, wine and other stock; overseeing or liaising with the kitchen; keeping up to date with licensing legislation, liaising with the authorities and taking overall legal responsibility for the premises; enforcing health and safety - Bar staff serving customers quickly, efficiently and correctly Front of house staff - Reception manager supervise the professional greeting of clients and visitors, to the highest standards. Manage room reservations ensuring that the bookings team is processing all enquiries accurately, recruitment, induction and training of receptionists. Produce, manage and operate the reception rota, planning cover and ensuring overtime is provided when 9

10 necessary. Review existing standards and procedures while implementing new best practices to ensure a seamless delivery of front of house services - Receptionist dealing with bookings by phone, , letter, fax or faceto-face, completing procedures when guests arrive and leave, choosing rooms and handing out keys, preparing bills and taking payments, taking and passing on messages to guests, dealing with special requests from guests (like booking theatre tickets or storing valuable items), answering questions about what the hotel offers and the surrounding area, dealing with complaints or problems. In most hotels, a computerised booking system will be used to book rooms and to keep details of bookings and available rooms up to date, be able to work as part of a team - Concierge ensure guests have everything they need during their hotel stay. These needs may include anything from arranging transportation to the airport, to reserving dinner reservations at the finest restaurants - Porter helping guests by carrying luggage, advising on hotel facilities, running errands, such as taking and picking up dry cleaning, taking messages, giving directions, responding to safety and security issues Housekeeping - Head housekeeper the primary role is to supervise, train and work alongside housekeeping staff to ensure all hotel rooms are clean and in perfect condition. Other duties include liaising with the general manager and heads of department, attending regular meetings. Dealing with suppliers of linen, cleaning materials and guest supplies (such as soap and shampoo), controlling supply costs (laundry, maintenance and wages) scheduling staff rotas, overseeing stocktakes, budgets and other paperwork (maintenance reports and safety audits), ensuring lost property is kept safely and returned to its owner, possibly overseeing supervisors and linen room and cleaning supplies staff; having an awareness of environmental and green issues - Housekeepers making sure all rooms are cleaned and in perfect condition for new arrivals and existing guests, working quickly and efficiently, liaising with the head housekeeper when rooms are ready for guests; ensuring all necessary equipment is available, (shampoo, toiletries, bathroom linen, cleaning products and polish) and ensuring trolleys are stocked and everything is in good working condition; being able to use all equipment safely and efficiently, e.g. electrical equipment and cleaning products - Cleaners to clean all public and non-public areas of the organisation to ensure it meets the needs of the all users, including staff and guests Learners must know about types of employment contracts and employment conditions: Seasonal employment for set time frame, e.g. summer season, Christmas season Fixed term for a set amount of time, e.g. a year s contract to cover for maternity leave Permanent a long term job Part-time less than 35 hours a week Full-time 35 plus hours a week Zero (0) hours contract organisation doesn t commit to number of hours Live in part of the job term is to have a room with the job Shift work hospitality is a 24/7 business so shift work is common Apprenticeships learn as you work, a paid training programme 10

11 Learners must know the sources used to find employment: Direct communication with an employer - Sending a CV directly to an employer Employment Agency joining a job agency can lead to full time employment Local newspaper such as responding to an advert for staff Employment websites such as caterer.com, bighospitality.co.uk, hcareers.co.uk Trade magazines such as The Caterer 11

12 Resources There are no special resources required for this unit, but suggested sources of research are listed below: Recommended websites: The Craft Guild of Chefs: has a comprehensive list of trade associations Caterer: has information and video interviews on job roles Delivery guidance Teachers are encouraged to use innovative, practical and engaging delivery methods to enhance the learning experience. Learners may benefit from: Meaningful employer engagement so they relate what is being learned to the real world of work and understand the way organisations in catering and hospitality and catering employ staff Using interactive information and technology, systems and hardware so they can learn about how to use the sources of information available to research different organisations within the sector and the broad range of employment opportunities Links with other units This unit provides the foundation knowledge to help the learner understand the catering and hospitality industry. It relates to all units, but does not have any direct content links to other units. This unit can be delivered before, or integrated with the delivery of other mandatory units that form this qualification. Graded synoptic assessment At the end of the qualification of which this unit forms part, there will be a graded synoptic assessment which will assess the learner s ability to identify and use effectively in an integrated way an appropriate selection of skills, techniques, concepts, theories, and knowledge from a number of units from within the qualification. It is therefore necessary and important that units are delivered and assessed together and synoptically to prepare learners suitably for their final graded assessment. 12