Luton Hoo Learner Guide

GUIDE TO APPRENTICESHIPS In partnership with

CONTENTS 2 Welcome! 3 What are apprenticeships? 4 Who can take part? 6 How is an apprenticeship delivered? 7 Aptem learning platform 8 What apprenticeships are available? 10 Guest Services 22 Kitchen 26 Leisure 29 Front Office and Housekeeping 36 Leadership and Management 38 How to Apply WELCOME! Our people are at the core of everything we do. For our business to be successful and stand out from the rest, we must support our team to progress and develop. With this in mind, we are offering a range of development opportunities, through apprenticeships, for all roles across Luton Hoo. All apprenticeships will be delivered by Lifetime, an award winning national training provider. Lifetime support employers to deliver progressive training programmes that transform businesses and develop the skills and careers of thousands across the UK. This guide includes an overview of the programmes available to our teams, and what to expect whilst completing an apprenticeship. 2

WHAT ARE APPRENTICESHIPS? Apprenticeships are nationally recognised training programmes that provide role- relevant development and enhance the skills needed to succeed in our business. They usually take between 15-18 months to complete and are fully funded by Luton Hoo. Work-based Develop role-relevant Offer development development skills, knowledge opportunities for all programmes and behaviours ages and levels Minimum of 12 months Career development Nationally recognised on programme opportunities and industry endorsed 3

WHO CAN TAKE PART? Anyone can apply for an apprenticeship whilst working with us. Our suite of apprenticeship programmes range from levels two to five, and are for people at all stages of their career with Luton Hoo. To be eligible for funding, you will need to meet the following criteria: • Be aged 16+ years old • Have lived in the UK or EEA for a minimum of 3 years and have the right to remain and work in the UK for the duration of the apprenticeship • Have approval and support from your Line Manager • Have not completed a qualification in the same subject at the same level or above • Work a minimum of 16 hours per week • Not currently in any form of government funded education WHY TAKE PART? • Develop your role-relevant Knowledge, Skills and Behaviours to reach your potential • Excel in your role to progress your career with Luton Hoo • Programmes are nationally recognised and developed by experts from within the industry • Programmes are fully funded by Luton Hoo • Learn and get a qualification whilst on your same contract and rate of pay • Enhance your understanding of the Hospitality/Leisure industry 4

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HOW IS AN APPRENTICESHIP DELIVERED? Each apprenticeship programme is delivered by an expert Learning Coach from Lifetime who has experience within your chosen field. They’ll support you on a one-to-one basis for the duration of your programme. Each programme lasts approx. You will receive You will have face-to-face or 13-15 months, plus additional one-to-one support from remote sessions with your Coach every 4-6 weeks time for assessment a dedicated Learning Coach from Lifetime You will have independent You will be allocated time at Apprenticeships are learning to complete on work to complete ‘Off-the-Job’ completed following a Aptem, Lifetime’s online training – this includes online final assessment known as learning platform End-point Assessment learning and developing new skills and behaviours 6

APTEM LEARNING PLATFORM Employees enrolled onto an apprenticeship will be supported by Lifetime’s online learning platform, Aptem. Aptem supports you from enrolment through to assessment. You have access to one system with a clear Learning Plan and progress dashboard, so you have everything you need in one place. • All your learning is set out into manageable monthly learning topics • Aptem hosts a variety of interactive resources and activities to suit different learning styles • The helpful dashboard allows you to view your progress, track your off-the-job hours and highlight any upcoming or overdue learning activities • With Aptem you can send and receive messages from your Learning Coach and view your scheduled training sessions • Aptem offers a safe place to upload and store all completed work 7

WHAT APPRENTICESHIPS ARE AVAILABLE? GUEST SERVICES FRONT OFFICE AND HOUSEKEEPING • Team Member Level 2 • Team Member Level 2 Pathways available: Food & Beverage, Barista, Drinks Service or Events Pathways available: Reception, Reservations, Housekeeping • Supervisor Level 3 • Supervisor Level 3 Pathways available: Food & Beverage, Bar or Events Pathways available: Housekeeping or Front Office • Manager Level 4 • Manager Level 4 Pathways available: Food & Beverage or Events Pathways available: Housekeeping or Front Office KITCHEN LEISURE • Commis Chef Level 2 • Leisure Team Member Level 2 • Senior Production Chef Level 3 • Leisure Duty Manager Level 3 • Kitchen Manager Level 4 • Personal Trainer Level 3 LEADERSHIP AND MANAGEMENT • Team Leader/Supervisor Level 3 • Operations/Departmental Manager Level 5 8

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GUEST SERVICES What’s covered: Core Hospitality Modules FOOD AND BEVERAGE Customer TEAM MEMBER LEVEL 2 Develops high levels of customer service and makes sure the learner interacts with Duration: customers enthusiastically and proactively. 13 months plus End-point Team members will discover how best to represent company standards when Assessment period serving and interacting with customers. Business Who’s it for? Develops a wider understanding of both F&B Assistants who work Front of the role within the business and the wider sector. Topics include business operations and House serving food and drink. legislation to help team members understand and support brand and business aims. Learning overview People The Hospitality Team Member Level 2 Makes sure team members understand team apprenticeship allows team members dynamics and develop key communication to develop the skills and knowledge to skills to excel in a team environment. team further their careers within the hospitality members understand career development industry. Team members will develop key options and develop productive communication understandings of the sector, their roles, skills to further your business. and the business. Team members select First line supervision one of nine different pathways to match Develops leadership skills in the learner their role within the hospitality industry. through the support of junior and new team members. Team members will understand how to support the line manager and the function of the management team. In addition to the Core Modules, team members will complete a module specific to their occupation and programme ‘pathway’. Food and Beverage The Food and Beverage Specialist module covers a range of topics including customer service and food pairings. Learners will gain a detailed understanding of different service types, from room service to silver service. Key learning: • Understanding different types of service and service styles. • Knowledge of menus, allergens and ingredients. • Food pairings and how to serve wine and champagne. • Preparation of dining areas and customer service. 10

GUEST SERVICES What’s covered: Core Hospitality Modules BARISTA TEAM Customer MEMBER LEVEL 2 Develops high levels of customer service and makes sure the learner interacts with Duration: customers enthusiastically and proactively. 13 months plus End-point Team members will discover how best to represent company standards when Assessment period serving and interacting with customers. Business Who’s it for? Develops a wider understanding of both Team members who make and serve a range the role within the business and the wider sector. Topics include business operations and of hot and cold beverages to customers. legislation to help team members understand and support brand and business aims. Learning overview People The Hospitality Team Member Level 2 Makes sure team members understand team apprenticeship allows team members dynamics and develop key communication to develop the skills and knowledge to skills to excel in a team environment. team further their careers within the hospitality members understand career development industry. Team members will develop key options and develop productive communication understandings of the sector, their roles, skills to further your business. and the business. Team members select First line supervision one of nine different pathways to match Develops leadership skills in the learner their role within the hospitality industry. through the support of junior and new team members. Team members will understand how to support the line manager and the function of the management team. In addition to the Core Modules, team members will complete a module specific to their occupation and programme ‘pathway’. Barista The Barista Specialist module explores the role in detail, including use of specialist equipment, the preparation of hot and cold beverages, and useful facts about produce. Key learning: • Preparation methods for different hot and cold beverages. • Origin of ingredients, their characteristics and blend. • How to use, clean and assemble different hot drink equipment. • Customer service and details of food allergies. 11

GUEST SERVICES DRINKS SERVICE (LICENSED HOSPITALITY) TEAM MEMBER LEVEL 2 Duration: 13 months plus End-point Assessment period Who’s it for? Team Members who work on the bar or serve alcoholic beverages. Learning overview The Hospitality Team Member Level 2 apprenticeship allows team members to develop the skills and knowledge to further their careers within the hospitality industry. Team members will develop key understandings of the sector, their roles, and the business. Team members select one of nine different pathways to match their role within the hospitality industry. 12

What’s covered: Core Hospitality Modules Customer Develops high levels of customer service and makes sure the learner interacts with customers enthusiastically and proactively. Team members will discover how best to represent company standards when serving and interacting with customers. Business Develops a wider understanding of both the role within the business and the wider sector. Topics include business operations and legislation to help team members understand and support brand and business aims. People Makes sure team members understand team dynamics and develop key communication skills to excel in a team environment. team members understand career development options and develop productive communication skills to further your business. First line supervision Develops leadership skills in the learner through the support of junior and new team members. Team members will understand how to support the line manager and the function of the management team. In addition to the Core Modules, team members will complete a module specific to their occupation and programme ‘pathway’. Drinks Service The Licensed Hospitality Specialist module will cover all aspects of bar service before learners choose a specialised option depending on their role. The three options are Wine Service, Beer and Cask Ale, or Cocktails and Mixology. Key learning: Beer and Cask Ale option: • Understanding licensing • How to serve and store beer and cask ale. • Beer and food pairings. objectives and legislation. • Correct cellar management. • Providing high-quality drinks • Different types of beer and ale. service and customer care. Cocktails and Mixology option: • Methods for preparing and • How to mix and serve classic cocktails. • Using and cleaning equipment. serving a range of beverages. • Serving with flair. • Awareness of underage • How to serve non-alcoholic cocktails. drinking and drug use. Wine Service option: • How to serve and store a range of wines. • Identifying wine and how it is made. • Different wines and alcohol strength. • Food and wine pairings. 13

GUEST SERVICES What’s covered: Core Hospitality Modules EVENTS AND Customer CONFERENCE TEAM Develops high levels of customer service MEMBER LEVEL 2 and makes sure the learner interacts with customers enthusiastically and proactively. Duration: Team members will discover how best 13 months plus End-point to represent company standards when serving and interacting with customers. Assessment period Business Develops a wider understanding of both Who’s it for? the role within the business and the wider Team Members who support the running sector. Topics include business operations and legislation to help team members understand of customer events and conferences. and support brand and business aims. People Learning overview Makes sure team members understand team The Hospitality Team Member Level 2 dynamics and develop key communication apprenticeship allows team members skills to excel in a team environment. team to develop the skills and knowledge to members understand career development further their careers within the hospitality options and develop productive communication industry. Team members will develop key skills to further your business. understandings of the sector, their roles, First line supervision and the business. Team members select Develops leadership skills in the learner one of nine different pathways to match through the support of junior and new team their role within the hospitality industry. members. Team members will understand how to support the line manager and the function of the management team. In addition to the Core Modules, team members will complete a module specific to their occupation and programme ‘pathway’. Events and Conference The Conference and Events Specialist module will develop vital organisational skills and sector knowledge to ensure smooth event operation. Key learning: • Knowledge of business unique selling points and main competitors in wider industry. • Adapting communication skills depending on the customer or event. • Understanding the different layouts of conference rooms. • Current legislation including safe lifting and handling, data protection and security. 14

GUEST SERVICES What’s covered: Core Hospitality Modules FOOD AND BEVERAGE Customer SUPERVISOR LEVEL 3 Develops team member’s understanding of customer needs and the importance of high Duration: quality customer service for the wider business. 14 months plus End-point Learners will act proactively to support marketing activities and gain confidence Assessment period in resolving customer service issues. Business Who’s it for? Ensures team members understand and uphold F&B supervisors who lead FOH teams. the business’ values and vision. Team members will learn to identify risks and opportunities to Learning overview help the company reach its objectives, gaining The Hospitality Supervisor Level 3 clear knowledge of how the business functions. apprenticeship is created to give team leaders People and supervisors the skills to independently Gives team members the knowledge and skills run their teams and take responsibility for to organise, motivate and encourage their team their part of the business. Learners will cover to meet key business aims and targets. Team leadership and management skills and how members will understand how their team fits to promote a professional image and service. in within the wider company and industry. First line supervision Develops team members into a role- model through detailed understanding of leadership skills and styles. Team members will learn to lead by example to motivate their team and drive performance. In addition to the Core Modules, team members will complete a module specific to their occupation and programme ‘pathway’. Food and Beverage The Food and Beverage Specialist module gives learners the knowledge and confidence to excel in their role, dealing with food and drink pairings, team management and industry trends. Key learning: • Trends in the hospitality industry and in- depth knowledge of relevant legislation. • Team management and dealing with customer complaints. • Food pairing, dish styles and menu planning. • Preparation and serving of a range of food and beverages. 15

GUEST SERVICES What’s covered: Core Hospitality Modules BAR SUPERVISOR LEVEL 3 Customer Develops team member’s understanding of Duration: customer needs and the importance of high 13 months plus End-point quality customer service for the wider business. Learners will act proactively to support Assessment period marketing activities and gain confidence in resolving customer service issues. Who’s it for? Business Bar supervisors and team leaders. Ensures team members understand and uphold the business’ values and vision. Team members Learning overview will learn to identify risks and opportunities to The Hospitality Supervisor Level 3 help the company reach its objectives, gaining apprenticeship is created to give team leaders clear knowledge of how the business functions. and supervisors the skills to independently People run their teams and take responsibility for Gives team members the knowledge and skills their part of the business. Learners will cover to organise, motivate and encourage their team leadership and management skills and how to meet key business aims and targets. Team to promote a professional image and service. members will understand how their team fits in within the wider company and industry. First line supervision Develops team members into a role- model through detailed understanding of leadership skills and styles. Team members will learn to lead by example to motivate their team and drive performance. In addition to the Core Modules, team members will complete a module specific to their occupation and programme ‘pathway’. Bar The Bar Specialist module provides detailed guidance on how to support and encourage their team, manage different areas of the premises, and deal with unruly customers. Key learning: • Bar legislation, awareness of drug use, and how to deal with unruly customers. • How to supervise the team and maintain a professional image. • Managing and maintaining the stock and cellar. • How to prepare and serve a range of beverages. 16

GUEST SERVICES What’s covered: Core Hospitality Modules EVENTS SUPERVISOR Customer LEVEL 3 Develops team member’s understanding of customer needs and the importance of high Duration: quality customer service for the wider business. 13 months plus End-point Learners will act proactively to support marketing activities and gain confidence Assessment period in resolving customer service issues. Business Who’s it for? Ensures team members understand and uphold Supervisors who lead teams the business’ values and vision. Team members supporting clients and events. will learn to identify risks and opportunities to help the company reach its objectives, gaining Learning overview clear knowledge of how the business functions. The Hospitality Supervisor Level 3 People apprenticeship is created to give team leaders Gives team members the knowledge and skills and supervisors the skills to independently to organise, motivate and encourage their team run their teams and take responsibility for to meet key business aims and targets. Team their part of the business. Learners will cover members will understand how their team fits leadership and management skills and how in within the wider company and industry. to promote a professional image and service. First line supervision Develops team members into a role- model through detailed understanding of leadership skills and styles. Team members will learn to lead by example to motivate their team and drive performance. In addition to the Core Modules, team members will complete a module specific to their occupation and programme ‘pathway’. Events The Events Specialist module develops vital skills in budgeting, planning, and team management to support clients and events. Key learning: • Understanding customer requirements and considerations when planning events. • Keeping record of spending and adhering to a set budget. • Motivating and managing a team to support the event. • Coordinating suppliers, exhibitors and supporting the event planning process. 17

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GUEST SERVICES FOOD AND BEVERAGE MANAGER LEVEL 4 Duration: Learning overview 15 months plus End-point The Hospitality Manager Level 4 will build the Assessment period confidence and skills required by Managers to thrive in a high tempo environment. Who’s it for? Managers who work Front of House Learners will understand leadership and managing large restaurant or bar teams. management styles, the finances and branding of the business, and gain the ability to plan and set realistic business targets whilst creating a supportive team. What’s covered: Core Hospitality Modules Customer Explores the customer journey in detail, developing a positive customer culture and developing strategies to identify and solve failure in customer service. Business Provides detailed management skills in all aspects of the business and wider sector, including business strategy, finance, technology and planning. Team members will identify income stream and areas for potential wastage and learn to develop contingency plans. People Gives learners skills and strategies to effectively manage the business, developing communication skills and instilling a sense of responsibility. Team members will learn vital skills in people management and strategy. Leadership Gives learners in-depth understanding of the skills and behaviours expected by managers across the industry, with focus on developing a diverse company culture through different leadership styles. In addition to the Core Modules, team members will complete a module specific to their occupation and programme ‘pathway’. Food and Beverage Team members will develop the skills needed to manage and deliver services in a food and beverage setting. Key learning: • Managing the delivery of food and beverages in a variety of settings to a high standard. • Liaising with and managing team members, suppliers and caterers. • Promoting and maximising sales through menu design, food matching and promotions. 19

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GUEST SERVICES EVENTS MANAGER LEVEL 4 Duration: Learning overview 15 months plus End-point The Hospitality Manager Level 4 will build the Assessment period confidence and skills required by Managers to thrive in a high tempo environment. Who’s it for? Managers who lead large events Learners will understand leadership and management styles, the finances and and functions teams. branding of the business, and gain the ability to plan and set realistic business targets whilst creating a supportive team. What’s covered: Core Hospitality Modules Customer Explores the customer journey in detail, developing a positive customer culture and developing strategies to identify and solve failure in customer service. Business Provides detailed management skills in all aspects of the business and wider sector, including business strategy, finance, technology and planning. Team members will identify income stream and areas for potential wastage and learn to develop contingency plans. People Gives learners skills and strategies to effectively manage the business, developing communication skills and instilling a sense of responsibility. Team members will learn vital skills in people management and strategy. Leadership Gives learners in-depth understanding of the skills and behaviours expected by managers across the industry, with focus on developing a diverse company culture through different leadership styles. In addition to the Core Modules, team members will complete a module specific to their occupation and programme ‘pathway’. Events Team members will learn to coordinate and manage a range of different functions, often simultaneously. Learners will develop vital communication skills to liaise with multiple stakeholders to ensure customer requirements are met. Key learning: • The management and organisation of multiple functions and events. • Best practice for coordinating multiple stakeholders and ensuring clear communication. • Team motivation techniques and how to best utilise resources. • Developing strong working relationships with suppliers, exhibitors and other clients. 21

KITCHEN COMMIS CHEF LEVEL 2 Duration: Key learning: 14 months plus End-point Culinary Develops skills in the safe preparation of a Assessment period range of dishes and provides learners with key insights into food management systems Who’s it for? and technology in the wider business. Chefs who prepare and cook all food Learners will understand safe and efficient storage and use of kitchen equipment. types fresh and from scratch Food safety Gives learners vital knowledge about food safety Learning overview practices and legislation, covering work-place This Commis Chef Level 2 apprenticeship health and safety, allergies and food waste. suits a busy kitchen preparing fresh food. People Team members will learn how to prepare Provides team members with techniques and cook all food groups and ingredients in communication with a wide range of coworkers and stakeholders, making sure and leave the apprenticeship with a the team member understands how to best knowledge of every section of the kitchen. work within a team. This section will develop confidence and leadership in the learner. What’s covered: Business Develops knowledge of the wider business and brand, including the standards of presentation and quality expected in the organisation. Team members will gain an understanding of the supply chain, costing of a dish, and the development of the menu. Eight modules focus on specific food types in detail, providing key information on the preparation, cooking, and supply of the full range of ingredients found in the kitchen. Team members will develop a knowledge of the following food types: • Meat and poultry • Vegetables, stocks and soups • Pasta, rice and eggs • Fish and shellfish • Sauces • Breads, cakes and biscuits • Pastry and dessert • Game and offal 22

KITCHEN SENIOR PRODUCTION CHEF LEVEL 3 Duration: Key learning: 14 months plus End-point Kitchen operations Develops team members understanding Assessment period of supply chains, costing of dishes, storage of products, and best practice Who’s it for? production procedures. Team members Senior chefs who lead a team in will gain the knowledge needed to supervise the team effectively and a kitchen environment understand the brand specifications to ensure consistent food production. Learning overview Nutrition The Senior Chef in Production Cooking Level Demonstrates the importance of nutrients and food groups when designing a balanced 3 apprenticeship will develop experienced menu to meet varied sets of dietary chefs to supervise and lead production teams requirements. Team members will understand the influence of food, health, and industry in large kitchens. Senior Production Chefs trends on the development of dishes. are accountable for day-to-day running of the People Provides team members with techniques kitchen and maintaining consistent quality in communication with a wide range of in food production. Learners will develop coworkers and stakeholders, making sure leadership skills, the management of food the team member understands how to best work within a team. This section will develop production systems, and techniques in confidence and leadership in the learner. monitoring budgets and food standards. Legal and governance Explores industry regulations including health and safety and safe production procedures. Team members will understand how to monitor their team’s health and safety compliance to ensure the food is prepared and cooked in line with legislation. Business Develops efficient practice in running the kitchen and expands team members knowledge of the commercial aims of the business and its values. With an improved knowledge of the financial workings of the business, Team members will understand the importance of monitoring costs and improving team efficiency. 23

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KITCHEN KITCHEN MANAGER LEVEL 4 Duration: Learning overview 15 months plus End-point The Hospitality Manager Level 4 will build the confidence and skills Assessment period required by Managers to thrive in a high tempo environment. Learners will Who’s it for? understand leadership and management Head Chefs who manage styles, the finances and branding of the business, and gain the ability to plan large kitchen teams. and set realistic business targets whilst creating a supportive team. What’s covered: Core Hospitality Modules Customer Explores the customer journey in detail, developing a positive customer culture and developing strategies to identify and solve failure in customer service. Business Provides detailed management skills in all aspects of the business and wider sector, including business strategy, finance, technology and planning. Team members will identify income stream and areas for potential wastage and learn to develop contingency plans. People Gives learners skills and strategies to effectively manage the business, developing communication skills and instilling a sense of responsibility. Team members will learn vital skills in people management and strategy. Leadership Gives learners in-depth understanding of the skills and behaviours expected by managers across the industry, with focus on developing a diverse company culture through different leadership styles. In addition to the Core Modules, team members will complete a module specific to their occupation and programme ‘pathway’. Kitchen management Learners will learn to thrive in a fast-paced catering kitchen, developing the expertise required to manage a kitchen delivering consistent, high-quality food. Learners will understand financial accountability and take responsibility for stock management and procurement. Key learning: • Responsibility for the delivery of consistent levels of food cooking, preparation and service. • Management skills in the challenging and fast-pace environment of a kitchen. • Expertise in procurement, stock control and food safety regulations. • Development and designing of recipes, menus and preparation systems. 25

LEISURE What’s covered: The programme consists of six modules: LEISURE TEAM • Professional Practice and MEMBER LEVEL 2 Personal Development Duration: • Anatomy and Physiology for Exercise 14 months plus End-point • Health, Safety and Welfare in Assessment period a Fitness Environment • Understanding the Employing Organisation Who’s it for? • Support and Motivate Clients Who Team Members who assist with a range of operational duties such as assisting Take Part in Physical Activity the opening and closing of the facility, • Principles of Exercise Fitness and Health 4 qualifications must be completed either undertaking routine maintenance of before or during this programme: equipment and maintaining the cleanliness • NPLQ (to be provided by Luton Hoo) • First Aid (to be provided by Luton Hoo) and safety of the leisure environment. • Swim Teacher Level 2 with IOS (Lifetime Learning overview provide vouchers for completion) This programme develops team members • Fitness Instructor Level 2 (via Lifetime) supporting the leisure facilities to supervise safe member participation, how to promote products and services to meet customer needs and provide advice on healthy and active lifestyles. 26

LEISURE What’s covered: Module 1: LEISURE DUTY Personal Development MANAGER LEVEL 3 Module 2: Leading a Leisure Operations Team Duration: Module 3: 13 months plus End-point Managing Performance Module 4: Assessment period Recruitment Module 5: Who’s it for? Customer Service Job roles most suited for this apprenticeship Module 6: Leisure Facility Management are Personal Trainer and Fitness Coach. Module 7: Organisation Brand and Values Learning overview Module 8: On completion of this programme, learners IT will be able to effectively manage a multi- Module 9: Financial Responsibility functional operations team and leisure Module 10: facility, with improved leadership and Legal and Compliance management skills and understanding of Module 11: financial requirements and practices. Planning a Project Module 12: Implementing and Evaluating a Project Please note: First Aid at Work Level 3, Ofqual regulated, must be completed before or during the programme. To be funded by Luton Hoo. 27

LEISURE PERSONAL TRAINER LEVEL 3 Duration: What’s covered: 13 months plus End-point Assessment period Module 1: Professional Practice and Personal Development Who’s it for? Module 2: Job roles most suited for this apprenticeship Client Consultations Module 3: are Personal Trainer and Fitness Coach. Lifestyle Management and Client Motivation Module 4: Learning overview Applied Anatomy and Physiology On completion, team members will Module 5: demonstrate industry leading professional Planning and Delivering Personal practice, providing specialist tailored advice Training Sessions and guidance that is within their scope of Module 6: practice, whilst motivating clients to positively Nutrition for Physical Activity change their behaviour and improve their Module 7: overall wellbeing. They will develop a Delivering Sessions for Small Groups comprehensive understanding of the business, Module 8: finance, sales and marketing required to Functional Training build and retain a stable client base. Module 9: Business Acumen Learners who do not already hold the Level 2 Fitness Instructor qualification have the opportunity to complete the Personal Trainer Level 3 - Enhanced, which includes this. 28

FRONT OFFICE AND HOUSEKEEPING What’s covered: Core Hospitality Modules RECEPTION TEAM Customer MEMBER LEVEL 2 Develops high levels of customer service and makes sure the learner interacts with Duration: customers enthusiastically and proactively. 13 months plus End-point Assessment period Team members will discover how best to represent company standards when Who’s it for? serving and interacting with customers. Team members who work in Business Develops a wider understanding of both the Reception area. the role within the business and the wider sector. Topics include business operations and Learning overview legislation to help team members understand The Hospitality Team Member Level 2 and support brand and business aims. apprenticeship allows team members People to develop the skills and knowledge to Makes sure team members understand team further their careers within the hospitality dynamics and develop key communication industry. Team members will develop key skills to excel in a team environment. team understandings of the sector, their roles, members understand career development and the business. Team members select options and develop productive communication one of nine different pathways to match skills to further your business. their role within the hospitality industry. First line supervision Develops leadership skills in the learner through the support of junior and new team members. Team members will understand how to support the line manager and the function of the management team. In addition to the Core Modules, team members will complete a module specific to their occupation and programme ‘pathway’. Reception The Receptionist Specialist module will develop team members in all areas of the Receptionist role, from customer interactions to GDPR compliance. Key learning: • Reception procedures and processes. • Processing sensitive data. • Understanding and communicating products, facilities and services. • Developing excellent communications and listening skills. 29

FRONT OFFICE AND HOUSEKEEPING What’s covered: Core Hospitality Modules HOUSEKEEPING TEAM Customer MEMBER LEVEL 2 Develops high levels of customer service and makes sure the learner interacts with Duration: customers enthusiastically and proactively. 13 months plus End-point Assessment period Team members will discover how best to represent company standards when Who’s it for? serving and interacting with customers. Team members who work in Housekeeping. Business Develops a wider understanding of both Learning overview the role within the business and the wider The Hospitality Team Member Level 2 sector. Topics include business operations and apprenticeship allows team members legislation to help team members understand to develop the skills and knowledge to and support brand and business aims. further their careers within the hospitality People industry. Team members will develop key Makes sure team members understand team understandings of the sector, their roles, dynamics and develop key communication and the business. Team members select skills to excel in a team environment. team one of nine different pathways to match members understand career development their role within the hospitality industry. options and develop productive communication skills to further your business. First line supervision Develops leadership skills in the learner through the support of junior and new team members. Team members will understand how to support the line manager and the function of the management team. In addition to the Core Modules, team members will complete a module specific to their occupation and programme ‘pathway’. Housekeeping The Housekeeper Specialist module develops effective skills in the cleaning and maintenance of living areas and furniture. Team members will understand how to use different cleaning equipment in a range of areas. Key learning: • Servicing rooms to the high standards expected by the business. • Environmental considerations and implications connected to bed and bathroom linen. • Cleaning and maintaining customer areas with the correct equipment and products. • Health and safety including safe lifting and handling. 30

FRONT OFFICE AND HOUSEKEEPING What’s covered: Core Hospitality Modules RESERVATIONS TEAM Customer MEMBER LEVEL 2 Develops high levels of customer service and makes sure the learner interacts with Duration: customers enthusiastically and proactively. 13 months plus End-point Assessment period Team members will discover how best to represent company standards when Who’s it for? serving and interacting with customers. Team members who support customer Business Develops a wider understanding of both reservations and services. the role within the business and the wider sector. Topics include business operations and Learning overview legislation to help team members understand The Hospitality Team Member Level 2 and support brand and business aims. apprenticeship allows team members People to develop the skills and knowledge to Makes sure team members understand team further their careers within the hospitality dynamics and develop key communication industry. Team members will develop key skills to excel in a team environment. team understandings of the sector, their roles, members understand career development and the business. Team members select options and develop productive communication one of nine different pathways to match skills to further your business. their role within the hospitality industry. First line supervision Develops leadership skills in the learner through the support of junior and new team members. Team members will understand how to support the line manager and the function of the management team. In addition to the Core Modules, team members will complete a module specific to their occupation and programme ‘pathway’. Reservations The Reservation Specialist module will give learners a deep understanding of the reservation job role within the hospitality industry, including best practice customer service and how to promote products and facilities. Key learning: • Dealing with internal and external customers, taking bookings. • Understanding products, facilities and services. • Developing excellent communications and listening skills. 31

FRONT OFFICE AND HOUSEKEEPING What’s covered: Core Hospitality Modules HOUSEKEEPING Customer SUPERVISOR LEVEL 3 Develops team member’s understanding of customer needs and the importance of high Duration: quality customer service for the wider business. 14 months plus End-point Assessment period Learners will act proactively to support marketing activities and gain confidence Who’s it for? in resolving customer service issues. Housekeeping Supervisors. Business Ensures team members understand and uphold Learning overview the business’ values and vision. Team members The Hospitality Supervisor Level 3 will learn to identify risks and opportunities to apprenticeship is created to give team help the company reach its objectives, gaining leaders and supervisors the skills to clear knowledge of how the business functions. independently run their teams and take People responsibility for their part of the business. Gives team members the knowledge and skills Learners will cover leadership and to organise, motivate and encourage their team management skills and how to promote to meet key business aims and targets. Team members will understand how their team fits a professional image and service. in within the wider company and industry. First line supervision Develops team members into a role-model through detailed understanding of leadership skills and styles. Team members will learn to lead by example to motivate their team and drive performance. In addition to the Core Modules, team members will complete a module specific to their occupation and programme ‘pathway’. Housekeeping The Housekeeping Specialist module gives learners detailed knowledge of how to coordinate and support a team of Room Attendants or Cleaners. Key learning: • Knowledge of customer expectation and business standards. • Coordinating and managing teams confidently. • Allocating tasks and managing time scales. • Keeping track of standards and dealing with maintenance issues. 32

FRONT OFFICE AND HOUSEKEEPING What’s covered: Core Hospitality Modules FRONT OFFICE Customer SUPERVISOR LEVEL 3 Develops team member’s understanding of customer needs and the importance of high Duration: quality customer service for the wider business. 14 months plus End-point Assessment period Learners will act proactively to support marketing activities and gain confidence Who’s it for? in resolving customer service issues. Night Manager and Reception Shift Team Business Ensures team members understand and uphold Leaders who support the Reception the business’ values and vision. Team members and Reservations teams. will learn to identify risks and opportunities to help the company reach its objectives, gaining Learning overview clear knowledge of how the business functions. The Hospitality Supervisor Level 3 People apprenticeship is created to give team Gives team members the knowledge and skills leaders and supervisors the skills to to organise, motivate and encourage their team independently run their teams and take to meet key business aims and targets. Team responsibility for their part of the business. members will understand how their team fits Learners will cover leadership and in within the wider company and industry. management skills and how to promote First line supervision Develops team members into a role-model a professional image and service. through detailed understanding of leadership skills and styles. Team members will learn to lead by example to motivate their team and drive performance. In addition to the Core Modules, team members will complete a module specific to their occupation and programme ‘pathway’. Front office The Front Office Specialist module ensures the highest standard of service is provided by the learner, and that the learner can coordinate and motivate the team. Key learning: • Ensuring procedures are reliable and efficient. • Motivating and managing the team and maintaining professional conduct. • Customer confidentiality and current legislation. • Maintaining brand reputation and creating a strong first impression for customers. 33

FRONT OFFICE AND HOUSEKEEPING HOUSEKEEPING MANAGER LEVEL 4 Duration: Learning overview 14 months plus End-point Assessment period The Hospitality Manager Level 4 will build the Who’s it for? confidence and skills required by Managers Housekeeping Managers who to thrive in a high tempo environment. oversee the whole team. Learners will understand leadership and management styles, the finances and branding of the business, and gain the ability to plan and set realistic business targets whilst creating a supportive team. What’s covered: In addition to the Core Modules, team Core Hospitality Modules members will complete a module specific to Customer their occupation and programme ‘pathway’. Explores the customer journey in detail, Housekeeping developing a positive customer culture Team members will develop the skills needed and developing strategies to identify and to manage and deliver service managing solve failure in customer service. teams and resources to a strict timetable. Business Key learning: Provides detailed management skills in all • Maintaining and managing the aspects of the business and wider sector, including business strategy, finance, technology presentation of the establishment. and planning. Team members will identify • Identifying improvements to income stream and areas for potential wastage and learn to develop contingency plans. procedures and ways of working. People • Managing and forecasting stocks and Gives learners skills and strategies to effectively manage the business, developing supplies of chemicals and linen. communication skills and instilling a sense of • Scheduling maintenance and repair responsibility. Team members will learn vital skills in people management and strategy. work with minimum disruption. Leadership Gives learners in-depth understanding of the skills and behaviours expected by managers across the industry, with focus on developing a diverse company culture through different leadership styles. 34

FRONT OFFICE AND HOUSEKEEPING FRONT OFFICE MANAGER LEVEL 4 Duration: Learning overview 14 months plus End-point Assessment period Learners gain key skills in the management Who’s it for? of the front office, coordinating a Reception Managers who oversee range of team members to ensure a consistently high standard of service. the whole team. What’s covered: In addition to the Core Modules, team Core Hospitality Modules members will complete a module specific to Customer their occupation and programme ‘pathway’. Explores the customer journey in detail, Front Office developing a positive customer culture Team members will develop the skills and developing strategies to identify and needed to manage and deliver services in solve failure in customer service. a range of food and beverage settings. Business Key learning: Provides detailed management skills in all • Organising and coordinating aspects of the business and wider sector, including business strategy, finance, technology the reception team. and planning. Team members will identify • Identifying improvements in income stream and areas for potential wastage and learn to develop contingency plans. the reception systems. People • Managing and coordinating Gives learners skills and strategies to effectively manage the business, developing the sale of facilities. communication skills and instilling a sense of • Developing consistency in customer responsibility. Team members will learn vital skills in people management and strategy. service and team conduct. Leadership Gives learners in-depth understanding of the skills and behaviours expected by managers across the industry, with focus on developing a diverse company culture through different leadership styles. 35

LEADERSHIP AND MANAGEMENT TEAM/LEADER SUPERVISOR LEVEL 3 Duration: What’s covered: 15 months plus End-point Assessment period Module 1: Personal Development Who’s it for? Module 2: First Line Managers who are responsible for People Management: People Skills managing teams who are at the beginning of Module 3: their career in leadership and management, People Management: Communication Module 4: or are in management roles and have People Management: Managing Performance practical skills, but wish to develop their Module 5: understanding of leadership and management. Operational Success: Planning the Operational Plan This programme teaches generic Module 6: leadership and management skills and is Operational Success: Implementing the Operational Plan not specific to the Hospitality indsutry. Module 7: Operational Success: Building Relationships Learning overview Module 8: The Team Leader Supervisor Level 3 Operational Success: programme is an opportunity for individuals Evaluating the Operational Plan who are responsible for managing teams, to Module 9: grow and develop their managerial skills Project Management: Implementing through a range of topics, covering personal, and Evaluating a Project team and organisational development, in Module 10: order to create a well rounded leader. Finance The programme includes a certficate in Management and Leadership from CMI (The Chartered Management Institute). 36

LEADERSHIP AND MANAGEMENT O P E R AT I O N S / D E PA RT M E N TA L MANAGER LEVEL 5 Duration: What’s covered: 14 months plus End-point Assessment period Enrolment Module 1: Who’s it for? Leading Leaders Established leaders who manage Module 2: Influencing and Communicating managers and directly impact Module 3: operational success, responsible for Recruitment strategic plans, managing change and Module 4: financial and resource management. Project Management Module 5: This programme teaches generic Operational Management leadership and management skills and is Module 6: Personal Development not specific to the Hospitality indsutry. Module 7: Performance Management Learning overview Module 8: The Strategic Leaders Level 5 programme Leading Change cultivates and extends delegate’s knowledge Module 9: across a range of topics, leading them to Financial Management efficiently achieve their operational goals. Please note, this programme includes Skills The programme includes a certficate in Workshops and Webinars with delegates from other Management and Leadership from CMI businesses, alongside one-to-one coaching. (The Chartered Management Institute). You can join a cohort with workshops based in Coventry or Reading or fully remote. There are 5 x 2 day Skills Workshops, including overnight stay and 11 Webinars as part of the programme. 37

HOW TO APPLY STEP 1 STEP 3 Speak with your Line Manager to get When approved, the Lifetime Enrolment support for your application and they Team will contact you to conduct a suitability will then approve the request. and eligibility check. Providing eligibility is verified, your enrolment (Meet Your Coach STEP 2 session) will be arranged to take place either in the workplace or virtually over Zoom. Please access the Nomination Portal at: partners.lifetimetraining.co.uk/arora-group STEP 4 or scan the QR Code provided below and complete all the details required. Enrolment Meeting takes place with you and your Line Manager. Ahead of this, you will need to complete your enrolment on Aptem and an initial assessment to review the your current working level in maths and English. 38

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