Whitbread Programme Guide – Support Centre

WHITBREAD PROGRAMME GUIDANCE.

CONTENTS. 3 Welcome to Whitbread Apprenticeships 4 Customer Service L2 8 Customer Service L3 12 Team Leader Supervisor L3 (Enhanced) “We are committed to creating a great place to work for our 35,000 team members who keep our business thriving, offering amazing opportunities for development, helping them realise their potential and build their career with us.” Alison Brittain, CEO Whitbread Email: [email protected] Call: 0117 450 6786 2

WELCOME TO THE WHITBREAD APPRENTICESHIP PROGRAMME! This programme has been designed to equip you with the skills, knowledge and behaviours to set you up for success and grow your career with Whitbread. With the support of your Lifetime trainer, manager and colleagues you will follow a detailed learning plan leading to you achieving a nationally recognised apprenticeship. You will learn industry and role specific skills and knowledge to help you excel in your role, provide fantastic service to your guests and colleagues and be equipped with everything you need to achieve. WHO IS LIFETIME TRAINING? Lifetime Training is an award-winning external training provider who will be delivering the apprenticeship training in partnership with Whitbread. Lifetime Training have been delivering apprenticeship training for over 20 years and have a learner satisfaction score of 93%, one of the highest in the country. Their experience will deliver quality, innovative training to make sure you get the most out of your apprenticeship. THE WHITBREAD APPRENTICESHIP GUIDE. We have created a guide to support these programme guides that has everything you need to know about eligibility, benefits and resources to support each apprenticeship programme. You can view the full guide here. TAHPEPRWEHNITTIBCREESAHDIP GUIDE. 3

CUSTOMER SERVICE PRACTITIONER LEVEL 2. WHO IS THE PROGRAMME FOR? The Customer Service Practitioner Level 2 apprenticeship provides in-depth training for employees working within the service industry, developing a customer-first approach for high quality services. WHAT WILL YOU LEARN? The Customer Service Practitioner Level 2 apprenticeship will develop the skills and knowledge required by customer-facing team members. The programme is delivered over nine modules, which cover all aspects of customer communication and aftercare, as well as key knowledge of services and products. 4

KEY LEARNING. CUSTOMER SERVICE L2 The eight core modules are shared by each pathway and cover every aspect of a career in the hospitality industry. Four core sections are covered in these modules: Customer, Business, People and First Line Supervision. K now your Customer gives learners an Understanding Your Organisations develops understanding of internal and external understanding of brand values and culture customers and needs and how the learner fits in to the organisation Customer Communication develops skills in P olicies and Procedures outlines the key customer engagement through the full range customer service procedures in place of customer facing channels R ole and Responsibilities develops an Customer Experience ensures learners understanding of the learner’s role understand the customer journey and how to and further development resolve customer disputes T eamwork instils effective teamwork skills Services and Products gives learners the in the learner knowledge of products, services and systems to meet customer queries R egulations and Legislations makes sure learners understand the impact of regulations on the role and customers. ENGLISH AND MATHS. Part of the programme will be the completion of maths and English Functional Skills, where you will be supported by your Trainer to make sure you are able to pass the required assessments. If you already have maths and English qualifications, you will not need to complete this part of the programme; you will, however, need to provide proof of the qualification(s) achieved by presenting your certificates at your first visit. 5

END-POINT ASSESSMENT. The programme is designed to equip you with the skills, knowledge and behaviours to set you up for success and grow your career with Whitbread. As you progress we will prepare you for an external assessment, known as an End-point Assessment (EPA) where you will demonstrate your competence, skills and knowledge learnt throughout your programme. The EPA will take up to three months and includes: PLANNING MEETING. Meeting with employer, training provider, apprentice and End-point Assessor. LEARNER PRACTICAL SHOWCASE. OBSERVATION. A portfolio compiled Learners are observed throughout the performing their apprenticeship role over two hours which demonstrates by an assessor. key learning. PROFESSIONAL DISCUSSION. An hour-long discussion to ensure the learner is fully competent. WHAT’S THE CRITERIA FOR THE PROGRAMME? Y ou will need to be on a contract of 16 hours or more N ot hold a Level 2 or 3 apprenticeship in a similar or related subject area H ave been a resident of the EU for the last three years Y ou cannot currently be in full or part time education or intend to return within the next 18 months 6

HOW IS IT DELIVERED? CUSTOMER SERVICE L2 T his programme is 12 months + 3 months for the End-point Assessment (EPA) and delivered by a Lifetime Regional Trainer who will visit you at your site every 4 to 6 weeks B etween visits you will be set learning to complete on Lifetime’s online learning platform E ach apprenticeship is clearly mapped, so you know what is expected of you every week Y ou will also do practice assessments every three months to make sure you are developing in line with your programme and are on track to pass your End-point Assessment (EPA) WHAT ARE THE BENEFITS? Develop new skills Gain insight into the Grow your confidence Accelerate your career for your role guest journey and and abilities journey in your site how your site works and within Whitbread And... T eam Members on apprenticeships progress faster than colleagues who aren’t, and go on to earn more over a longer career A t the end of the programme you’ll have a nationally recognised apprenticeship that will help you succeed in your chosen career Y ou will improve your maths and English skills; if you do not already have these qualifications You will get supported the whole way through by a Lifetime Regional Trainer A s you are an existing Team Member, there is no change to your pre-existing employment terms and conditions FAST FORWARD TO YOUR FUTURE. Once you’ve completed your Customer Service Level 2 apprenticeship programme, you’ll have the chance to enrol onto the Customer Service Level 3 apprenticeship programme. Helping you to continue to grow your career. HOW DO I APPLY? Interested in applying for this programme? You can apply online here and a Lifetime Training Course Advisor will be in touch to complete your application. 7

CUSTOMER SERVICE SPECIALIST LEVEL 3. WHO IS THE PROGRAMME FOR? The Customer Service Specialist Level 3 apprenticeship develops the expertise require by customer- facing specialists dealing with a range of clients. The programme builds on existing knowledge to develop learners into experts in customer service, understanding the customer journey in detail. ENGLISH AND MATHS. Part of the programme will be the completion of maths and English Functional Skills, where you will be supported by your Trainer to make sure you are able to pass the required assessments. If you already have maths and English qualifications, you will not need to complete this part of the programme; you will, however, need to provide proof of the qualification(s) achieved by presenting your certificates at your first visit. 8

LEARNING OVERVIEW. CUSTOMER SERVICE SPECIALIST L3 The Customer Service Specialist Level 3 apprenticeship provides learners with the expert skills and knowledge needed to thrive in a senior customer-facing role. The programme is suited to learners dealing with complex customer issues, and builds the knowledge and insight required to be leaders in quality customer care. The programme is split into eight separate modules dealing with every aspect of customer service: Customer Insights provides learners will a Ownership and Responsibility teaches range of techniques and skills to deal with learners to act proactively to resolve issues different customer and client behaviours. with customers to maintain high standards Positive Customer Insights gives learners W orking with Customers provides learners the confidence and knowledge to answer with the knowledge and tools to collect and inform customers and analyse customer feedback C ustomer Service Performance gives B usiness Focused Service develops the learners the ability to maintain a positive skills and confidence for the learner to make customer relationship in all circumstances constructive improvements to the business C ustomer Journey develops apprentice’s Culture and Environmental Awareness understanding of the customer journey gives learners an understanding of business and insight into the end-to-end experience legislation and personal responsibilities. WHAT’S THE CRITERIA FOR THE PROGRAMME? You will need to be on a contract of 16 hours or more N ot hold a Level 2 apprenticeship in a similar or related subject area H ave been a resident of the EU for the last three years; Y ou cannot currently be in full or part time education or intend to return within the next 18 months 9

END-POINT ASSESSMENT. The programme is designed to equip you with the skills, knowledge and behaviours to set you up for success and grow your career with Whitbread. As you progress we will prepare you for an external assessment, known as an End-point Assessment (EPA) where you will demonstrate your competence, skills and knowledge learnt throughout your programme. To track progress throughout the programme, learners will fill out a weekly reflective journey and employers will perform regular skills endorsements to ensure learner competency. The EPA includes: PLANNING MEETING. 40 minute meeting with employer, training provider, apprentice and End-point Assessor. WORK-BASED PRACTICAL PROJECT AND OBSERVATION. INTERVIEW. Learners are observed 2,500-word work-based performing their project is the basis of role over two hours a 60-minute interview by an assessor. with 10 questions. PROFESSIONAL DISCUSSION. An hour-long discussion to ensure the learner is fully competent, alongside portfolio evidence. HOW IS IT DELIVERED? T his programme is 15 months + 3 months End-point Assessment (EPA) and delivered by a Lifetime Regional Trainer who will visit you at your site every 4 to 6 weeks B etween visits you will be set learning to complete on the online learning platform E ach apprenticeship is clearly mapped, so you know what is expected of you every week Y ou will also do practice assessments every three months to make sure you are developing in line with your programme and are on track to pass your End-point Assessment (EPA) 10

WHAT ARE THE BENEFITS? CUSTOMER SERVICE SPECIALIST L3 Develop new skills directly Gain a nationally linked to your role recognised apprenticeship Gain insights into how Accelerate your career your business and the with Whitbread wider industry operate And... T eam Members on apprenticeships progress faster than colleagues who aren’t, and go on to earn more over a longer career A t the end of the programme you’ll have a nationally recognised Apprenticeship that will help you succeed in your chosen career Y ou’ll improve your maths and English skills; if you do not already have these qualifications A s you are an existing team member, there is no change to your pre-existing employment terms and conditions HOW DO I APPLY? Interested in applying for this programme? You can apply online here and a Lifetime Training Course Advisor will be in touch to complete your application. 11

TEAM LEADER SUPERVISOR LEVEL 3. WHO’S IT FOR? Those in people or project management roles T eam leaders or supervisors in a first line management role Developing leaders and supervisors C ommunications, Partnership, or Project Managers LEARNING OVERVIEW. The Team Leader Supervisor Level 3 apprenticeship covers the major skills required to develop leadership and managerial behaviour. CORE LEARNING. The 12 modules in the programme provide skills and knowledge based on five core themes: Personal Development, People Management, Operational Success, Project Management and Finance. Personal Development is covered by a single P roject Management gives learners an module which develops self-awareness in insight into planning and implementing the learner to promote and manage personal workplace projects, understanding project development. Learners will develop the ability risks and lifecycles. Two modules give learners to reduce stress and increase productivity the tools and techniques required to plan through self-management. and evaluate projects People Management develops vital skills Finance develops an in-depth understanding in managing team members through three of budgeting and controlling financial separate modules. Topics include leadership performance in the workplace. One detailed and motivation skills, tools and techniques module explores how effective resource for encouraging performance, and ways to management can contribute to the overall communicate clearly. success of the business. O perational Success gives the learner tools and techniques to develop, implement and evaluate an operational plan. Four modules cover the vital skills required for planning and managing operations, including building professional relationships and evaluating success. ENGLISH AND MATHS. Part of the programme will be the completion of maths and English Functional Skills, where you will be supported by your Trainer to make sure you are able to pass the required assessments. If you already have maths and English qualifications, you will not need to complete this part of the programme; you will, however, need to provide proof of the qualification(s) achieved by presenting your certificates at your first visit. 12

PERSONAL DEVELOPMENT. PEOPLE MANAGEMENT. TEAM LEADER SUPERVISOR L3 Key learning: Key learning: F ocus on personal development, reflecting on C ommunicating strategy, team purpose and individual performance and applying feedback adapting management style to suit the individual U nderstanding different learning styles S upporting team development, coaching, and time management techniques setting objectives and monitoring progress OPERATIONAL SUCCESS. PROJECT MANAGEMENT. Key learning: Key learning: E ffective communication, negotiating and O rganise and manage resources and risk and influencing skills with customers and stakeholders take corrective action for successful delivery D elivering against operational plans, translate M onitoring progress through a project plan goals into actions and monitor outcomes using relevant project management tools 13

END-POINT ASSESSMENT. The programme is designed to equip you with the skills, knowledge and behaviours to set you up for success and grow your career with Whitbread. As you progress we will prepare you for an external assessment, known as an End-point Assessment (EPA) where you will demonstrate your competence, skills and knowledge learnt throughout your programme. The EPA will take up to three months and includes: ON-SCREEN COMPETENCY- TEST. BASED INTERVIEW. A 90-minute test including scenario- A 30-minute interview based questions. to prove competency on each module on PORTFOLIO the programme. OF EVIDENCE. PROFESSIONAL Created throughout DISCUSSION. the programme, demonstrates A 30-minute application of skills professional discussion and knowledge. about the Continuous Professional Development (CPD) completed throughout the programme. WHAT’S THE CRITERIA FOR THE PROGRAMME? Y ou will need to be on a contract of 16 hours or more N ot hold a Level 2 or 3 apprenticeship in a similar or related subject area H ave been a resident of the EU for the last three years Y ou cannot currently be in full or part time education or intend to return within the next 18 months 14

HOW IS IT DELIVERED? TEAM LEADER SUPERVISOR L3 T his programme is 15 months + 3 months End-point Assessment (EPA) and is delivered by a Lifetime Regional Trainer who will visit you at your site every 4 to 6 weeks B etween visits you will be set learning to complete on the online learning platform E ach apprenticeship is clearly mapped, so you know what is expected of you every week Y ou will also do practice assessments every three months to make sure you are developing in line with your programme and are on track to pass your End-point Assessment (EPA) WHAT ARE THE BENEFITS? Develop new skills Grow your leadership Gain insights into how Accelerate your directly linked and management your business and the career in your site and to your role abilities wider industry operate within Whitbread And... T eam Members on apprenticeships progress faster than colleagues who aren’t, and go on to earn more over a longer career A t the end of the programme you’ll have a nationally recognised apprenticeship that will help you succeed in your chosen career Y ou will improve your maths and English skills; if you do not already have these qualifications Y ou will get supported the whole way through by a Lifetime Regional Trainer who is an expert in Management A s you are an existing Team Member, there is no change to your pre-existing employment terms and conditions HOW DO I APPLY? Interested in applying for this programme? You can apply online here and a Lifetime Training Course Advisor will be in touch to complete your application. 15

in partnership with [email protected] 0117 450 6786