Supervision of operations in the hospitality industry UV31164 D/502/3952 Learner name: VRQ Learner number:
VTCT is the specialist awarding body for the Hairdressing, Beauty Therapy, Complementary Therapy, Hospitality and Catering and Sport and Active Leisure sectors, with over 45 years of experience. VTCT is an awarding body regulated by national organisations including Ofqual, SQA, DfES and CCEA. VTCT is a registered charity investing in education and skills but also giving to good causes in the area of facial disfigurement. Statement of unit achievement By signing this statement of unit achievement you are confirming that all learning outcomes, assessment criteria and range statements have been achieved under specified conditions and that the evidence gathered is authentic. This statement of unit achievement table must be completed prior to claiming certification. Unit code Date achieved Learner signature Assessor initials IV signature (if sampled) Assessor tracking table All assessors using this Record of Assessment book must complete this table. This is required for verification purposes. Assessor name Assessor signature Assessors initials Assessor number (optional)
UV31164 Supervision of operations in the hospitality industry The aim of this unit is to develop your knowledge and understanding to effectively supervise hospitality operations and enable you to understand the principles of customer service supervision. You will explore different types of customer groups, benefits of good service, monitor standards and deal with customer issues. You will be able to utilise resources and use supplies effectively, and recognise the need for appropriate staffing levels. You will learn about the principles of stock control and develop your understanding of how to monitor stock to avoid wastage. You will be able to assess the impact, both financially and operationally, if correct stock levels are not maintained. UV31164_v6
Level 3 Credit value 4 GLH 28 Observation(s) 0 External paper(s) 0
Supervision of operations in the hospitality industry Learning outcomes On completion of this unit you will: 1. Understand customer service supervision 2. Understand the principles of stock control 3. Understand how to use resources effectively Evidence requirements 1. Knowledge outcomes There must be evidence that you possess all the knowledge and understanding listed in the Knowledge section of this unit. In most cases this can be done by professional discussion and/or oral questioning. Other methods, such as projects, assignments and/or reflective accounts may also be used. 2. Tutor/Assessor guidance You will be guided by your tutor/assessor on how to achieve learning outcomes in this unit. All outcomes must be achieved. 3. External paper There is no external paper requirement for this unit. UV31164 3
Developing knowledge Achieving knowledge outcomes You will be guided by your tutor and assessor on the evidence that needs to be produced. Your knowledge and understanding will be assessed using the assessment methods listed below*: Projects Observed work Witness statements Audio-visual media Evidence of prior learning or attainment Written questions Oral questions Assignments Case studies Professional discussion Where applicable your assessor will integrate knowledge outcomes into practical observations through professional discussion and/or oral questioning. When a criterion has been orally questioned and achieved, your assessor will record this evidence in written form or by other appropriate means. There is no need for you to produce additional evidence as this criterion has already been achieved. Some knowledge and understanding outcomes may require you to show that you know and understand how to do something. If you have practical evidence from your own work that meets knowledge criteria, then there is no requirement for you to be questioned again on the same topic. *This is not an exhaustive list. 4 UV31164
Knowledge Learning outcome 1 Understand customer service supervision You can: Portfolio reference a. Describe different customer groups b. Explain the benefits of good customer service to: colleagues customers/clients the organisation c. Describe ways in which service standards can be internally and externally monitored effectively d. Describe ways of improving customer service e. Describe how to deal with unsatisfactory customer experiences f. Outline ways to promote a customer service culture within a team UV31164 5
Learning outcome 2 Understand the principles of stock control You can: Portfolio reference a. State key types of supplies available to a supervisor b. Describe stock ordering processes c. Describe procedures for receiving stock d. Explain the principles of storing stock e. Describe the factors that influence stock levels in a hospitality organisation f. Describe how to monitor use of stock to avoid wastage and to maintain sufficient levels g. Explain the financial and operational impacts of not maintaining the correct levels of stock 6 UV31164
Learning outcome 3 Understand how to use resources effectively You can: Portfolio reference a. Describe how to use key types of supplies cost effectively b. State the importance of encouraging others to use supplies efficiently c. Explain the need to maintain appropriate staffing levels UV31164 7
Unit content This section provides guidance on the recommended knowledge and skills required to enable you to achieve each of the learning outcomes in this unit. Your tutor/assessor will ensure you have the opportunity to cover all of the unit content. Outcome 1: Understand customer service supervision Different customer groups: External customers (individuals, groups, corporate, people with young children), internal customers (front of house, back of house, management). Benefits of good customer service: Staff (relationships, commitment to organisation, service, retention), customers (good customer reputation, loyalty, brand awareness), business (profitability, reduced costs, reduced staff turnover, staff retention, customer retention, repeat customers, customer referrals, loyalty of customers). Ways in which service standards can be internally and externally monitored: Internally guest questionnaires (website, paper, post, telephone, contracted, suggestion methods), surveys (telephone, contracted, website, post), organisational data review (new business, repeat business, individuals, groups, corporate), market research (competition, products, customer segments). Externally membership organisations (AA, RAC), market research (telephone, competitions, mystery guests), websites (trip advisor, company customer comments). Ways of improving customer service: Training (refresher, updates, initiatives), culture (service, right first time), communication (results from internal monitoring, external monitoring, staff ideas), reward (company recognition, qualifying for company products, qualifying bonus). How to deal with unsatisfactory customer experiences: Regulations (legal), organisational (complaint policy, procedure to follow), investigation (nature of customer problem, identify customer expectations, confirm, discuss potential solutions, seek an agreed way forward, conclude and confirm solution), behaviour of person investigating (empathy, professional at all times, calm and relaxed, listening, confirming), solutions (verbal apology, written apology, product compensation, monetary compensation), prosecution (fines, imprisonment). Ways to promote a customer service culture: Approach (professional example set, confidence in role, effective, efficient, positive attitude), culture (embedded customer service, promote teamwork, transparency and openness, problem solving, enthusiasm), training (refresher, updates, initiatives), advice and support (authority limits, coaching and mentoring, other team members, management). 8 UV31164
Outcome 2: Understand the principles of stock control Key types of supplies: Perishables (food and drink products, use-by date, best before), non-perishables (stationery supplies, chemicals, equipment). Stock ordering process: Regulations (legal), organisational (procurement policy and procedure), specification (product, service), suppliers (centralised, nominated, tendered, wholesaler, cash and carry, retail outlet), costs (discounted, market value), stock levels (allocated levels to monitor against, agreed monetary value, bar coding), ordering stock (telephone, website, representative, electronic, purchase order, purchase number, value allocated), payment (account, cash, cheque, credit), invoicing (paper, electronic). Procedures for receiving stock: Regulations (legal, health and safety), documentation for delivery (delivery note, invoice, credit note, returns note), goods (check order against actual delivery, identified discrepancies), quality of delivery (temperature check, record delivery information, contamination, inadequate quality, does not meet specification), returned goods (organisation procedure, returns note, credit note, record reasons for return), storage (chilled, frozen, dry). Principles of storing stock: Working within regulations (food safety requirements, health and safety), risk assessment, principles of temperature control (probing, recording information), prevent rodent and insect infestation (rats, mice, ants, flies, cockroaches), prevention of cross-contamination (chemicals, physical, bacteria) prevention of deterioration of foodstuffs, well ventilated (air flow, air extraction), security (locked, safe), cost (utilise space, racking). Factors that affect/influence stock levels: Busy periods (conferences, meetings, festive holidays), supply (shortages, suppliers gone out of business, non-payment of account, supply and demand), stock control systems (stock takes, stock valuation, revised stock levels, policy, inadequate stock rotation), theft of stock. How to monitor use of stock to avoid waste and to maintain sufficient levels: Working within regulations (food safety requirements), training (correct stock rotation, first in, first out, consequences), staff (involvement, suggestions), monitoring (performance, data). Financial and operational impacts of not maintaining the correct levels of stock: Organisational (higher operating costs, decrease in potential profitability, unable to service customers needs, loss of employment), procedures (identifying stock levels, stock ordering, shortages), negative reputation (staff, customer perceptions). UV31164 9
Outcome 3: Understand how to use resources effectively How to use key types of supplies: Training (correct use, stock rotation, health and safety, updates, coaching and mentoring), usage (follow manufacturer s instructions, availability of standards of performance). Importance of encouraging others to use supplies efficiently: Working within regulations and procedures (legal, health and safety, food safety organisational, compliance), training (correct use, stock rotation, health and safety, updates, coaching and mentoring), stock rotation (first in, first out), waste (minimise, recycling of waste, reputation), organisational (lower operating costs, increase in potential profitability, ability to service customers needs, business growth, additional employment). The need to maintain appropriate staffing: Working within regulations and procedures (legal, health and safety, food safety, organisational, compliance), customers (demands, meet perceptions, loyalty, recommend to others), organisational (business forecasts, business planning, work schedules), staff (capabilities, time off, availability). 10 UV31164