Fairmont Windsor Learner Guide

GUIDE TO APPRENTICESHIPS In partnership with

WELCOME! CONTENTS Our people are at the core of everything we do. For our 2 Welcome! business to be successful 3 What are apprenticeships? and stand out from the rest, 5 Who can take part? we must support our team to 6 How is an apprenticeship progress and develop. With this in mind, we are offering delivered? a range of development 7 Aptem learning platform opportunities, through 8 What apprenticeships apprenticeships, for all roles across Fairmont Windsor. are available? All apprenticeships will 10 Guest Services be delivered by Lifetime, 22 Kitchen an award winning national 26 Leisure training provider. Lifetime 29 Front Office and Housekeeping support employers to 36 Leadership and Management deliver progressive training programmes that transform 38 How to apply 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 Fairmont Windsor. Work-based development programmes Develop role-relevant skills, knowledge and behaviours Offer development opportunities for all ages and levels Minimum of 12 months on programme Career development opportunities 3 Nationally recognised and industry endorsed 3

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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 Fairmont Windsor. 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 Fairmont Windsor • Programmes are nationally recognised and developed by experts from within the industry • Programmes are fully funded by Fairmont Windsor • Learn and get a qualification whilst on your same contract and rate of pay • Enhance your understanding of the Hospitality/Leisure industry 5

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. 13-15 months, plus additional time for assessment You will receive one-to-one support from a dedicated Learning Coach from Lifetime You will have face-to-face or remote sessions with your Coach every 4-6 weeks You will have independent learning to complete on Aptem, Lifetime’s online learning platform You will be allocated time at work to complete ‘Off-the- Job’ training – this includes online learning and developing new skills and behaviours Apprenticeships are completed following a final assessment known as End-point Assessment 6

APTEM LEARNING PLATFORM Employees enrolled onto an • All your learning is set out into apprenticeship will be supported manageable monthly learning topics by Lifetime’s online learning platform, Aptem. • Aptem hosts a variety of interactive resources and activities to suit different Aptem supports you from enrolment learning styles through to assessment. You have access to one system with a • The helpful dashboard allows you to view clear Learning Plan and progress your progress, track your off-the-job hours dashboard, so you have everything and highlight any upcoming or overdue you need in one place. 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 KITCHEN • Team Member Level 2 • Commis Chef Level 2 • Senior Production Chef Level 3 Pathways available: Food & Beverage, • Kitchen Manager Level 4 Barista, Drinks Service or Events FRONT OFFICE AND • Supervisor Level 3 HOUSEKEEPING Pathways available: Food & • Team Member Level 2 Beverage, Bar or Events Pathways available: Reception, • Manager Level 4 Reservations, Housekeeping Pathways available: Food & • Supervisor Level 3 Beverage or Events Pathways available: Housekeeping LEISURE or Front Office • Leisure Team Member Level 2 • Manager Level 4 • Leisure Duty Manager Level 3 • Personal Trainer Level 3 Pathways available: Housekeeping or Front Office 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 TEAM MEMBER LEVEL 2 Customer Duration: Develops high levels of customer service 13 months plus End-point and makes sure the learner interacts with customers enthusiastically and proactively. Assessment period Team members will discover how best to represent company standards when Who’s it for? serving and interacting with customers. F&B Assistants who work Front of Business House serving food and drink. Develops a wider understanding of both the Learning overview role within the business and the wider sector. The Hospitality Team Member Level 2 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 industry. Team members will develop key People understandings of the sector, their roles, and the business. Team members select Makes sure team members understand team one of nine different pathways to match dynamics and develop key communication their role within the hospitality industry. skills to excel in a team environment. team members understand career development 10 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’. 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.

GUEST SERVICES What’s covered: Core Hospitality Modules BARISTA TEAM MEMBER LEVEL 2 Customer Duration: Develops high levels of customer service 13 months plus End-point and makes sure the learner interacts with customers enthusiastically and proactively. 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 make and serve a range Business of hot and cold beverages to customers. Develops a wider understanding of both the Learning overview role within the business and the wider sector. The Hospitality Team Member Level 2 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 industry. Team members will develop key People understandings of the sector, their roles, and the business. Team members select Makes sure team members understand team one of nine different pathways to match dynamics and develop key communication their role within the hospitality industry. 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’. 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. Cocktails and Mixology option: service and customer care. • How to mix and serve classic cocktails. • Methods for preparing and serving • Using and cleaning equipment. • Serving with flair. a range of beverages. • How to serve non-alcoholic cocktails. • Awareness of underage 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 CONFERENCE TEAM MEMBER LEVEL 2 Customer Duration: Develops high levels of customer service 13 months plus End-point and makes sure the learner interacts with customers enthusiastically and proactively. 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 the running Business of customer events and conferences. Develops a wider understanding of both the Learning overview role within the business and the wider sector. The Hospitality Team Member Level 2 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 industry. Team members will develop key People understandings of the sector, their roles, and the business. Team members select Makes sure team members understand team one of nine different pathways to match dynamics and develop key communication their role within the hospitality industry. 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’. 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 SUPERVISOR LEVEL 3 Customer Duration: Develops team member’s understanding 14 months plus End-point of customer needs and the importance of high quality customer service for the wider Assessment period business. Learners will act proactively to support marketing activities and gain confidence Who’s it for? in resolving customer service issues. F&B supervisors who lead FOH teams. Business Learning overview The Hospitality Supervisor Level 3 Ensures team members understand and uphold apprenticeship is created to give team the business’ values and vision. Team members leaders and supervisors the skills to will learn to identify risks and opportunities to independently run their teams and take help the company reach its objectives, gaining responsibility for their part of the business. clear knowledge of how the business functions. Learners will cover leadership and management skills and how to promote People a professional image and service. Gives team members the knowledge and skills to organise, motivate and encourage their team to meet key business aims and targets. Team 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’. 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 Duration: 13 months plus End-point Develops team member’s understanding of customer needs and the importance of Assessment period high quality customer service for the wider business. Learners will act proactively to Who’s it for? support marketing activities and gain confidence Bar supervisors and team leaders. in resolving customer service issues. Learning overview Business The Hospitality Supervisor Level 3 apprenticeship is created to give team Ensures team members understand and uphold leaders and supervisors the skills to the business’ values and vision. Team members independently run their teams and take will learn to identify risks and opportunities to responsibility for their part of the business. help the company reach its objectives, gaining Learners will cover leadership and clear knowledge of how the business functions. management skills and how to promote a professional image and service. People Gives team members the knowledge and skills to organise, motivate and encourage their team to meet key business aims and targets. Team 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 LEVEL 3 Customer Duration: 13 months plus End-point Develops team member’s understanding of customer needs and the importance of Assessment period high quality customer service for the wider business. Learners will act proactively to Who’s it for? support marketing activities and gain confidence Supervisors who lead teams in resolving customer service issues. supporting clients and events. Business Learning overview The Hospitality Supervisor Level 3 Ensures team members understand and uphold apprenticeship is created to give team the business’ values and vision. Team members leaders and supervisors the skills to will learn to identify risks and opportunities to independently run their teams and take help the company reach its objectives, gaining responsibility for their part of the business. clear knowledge of how the business functions. Learners will cover leadership and management skills and how to promote People a professional image and service. Gives team members the knowledge and skills to organise, motivate and encourage their team to meet key business aims and targets. Team 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’. 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 Who’s it for? to thrive in a high tempo environment. 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 Who’s it for? to thrive in a high tempo environment. Managers who lead large events Learners will understand leadership and and functions 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’. 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 Key learning: COMMIS CHEF LEVEL 2 Culinary Duration: Develops skills in the safe preparation of a 14 months plus End-point range of dishes and provides learners with key insights into food management systems Assessment period and technology in the wider business. Learners will understand safe and efficient Who’s it for? storage and use of kitchen equipment. Chefs who prepare and cook all food Food safety types fresh and from scratch 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. Team members will learn how to prepare People and cook all food groups and ingredients Provides team members with techniques and leave the apprenticeship with a in communication with a wide range of knowledge of every section of the kitchen. coworkers and stakeholders, making sure the team member understands how to best What’s covered: work within a team. This section will develop Eight modules focus on specific food confidence and leadership in the learner. types in detail, providing key information on the preparation, cooking, and supply Business of the full range of ingredients found in the kitchen. Team members will develop a Develops knowledge of the wider business knowledge of the following food types: and brand, including the standards of • Meat and poultry presentation and quality expected in the • Vegetables, stocks and soups organisation. Team members will gain an • Pasta, rice and eggs understanding of the supply chain, costing of • Fish and shellfish a dish, and the development of the menu. • 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 Assessment period Develops team members understanding of supply Who’s it for? chains, costing of dishes, storage of products, Senior chefs who lead a team and best practice production procedures. Team members will gain the knowledge in a kitchen environment needed to supervise the team effectively and understand the brand specifications Learning overview to ensure consistent food production. The Senior Chef in Production Cooking Level Nutrition 3 apprenticeship will develop experienced chefs to supervise and lead production teams Demonstrates the importance of nutrients and food groups when designing a balanced in large kitchens. Senior Production Chefs menu to meet varied sets of dietary are accountable for day-to-day running of the requirements. Team members will understand the influence of food, health, and industry kitchen and maintaining consistent quality trends on the development of dishes. in food production. Learners will develop leadership skills, the management of food People production systems, and techniques in monitoring budgets and food standards. Provides team members with techniques in communication with a wide range of coworkers and stakeholders, making sure the team member understands how to best work within a team. This section will develop confidence and leadership in the learner. 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 Assessment period confidence and skills required by Managers Who’s it for? to thrive in a high tempo environment. Head Chefs who manage Learners will understand leadership and large kitchen 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’. 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 LEISURE TEAM MEMBER LEVEL 2 Duration: What’s covered: 14 months plus End-point The programme consists of six modules: Assessment period • Professional Practice and Who’s it for? Personal Development Team Members who assist with a range of operational duties such as assisting • Anatomy and Physiology for Exercise the opening and closing of the facility, • Health, Safety and Welfare in undertaking routine maintenance of a Fitness Environment equipment and maintaining the cleanliness and safety of the leisure environment. • Understanding the Employing Organisation Learning overview • Support and Motivate Clients Who This programme develops team members Take Part in Physical Activity supporting the leisure facilities to • Principles of Exercise Fitness and Health supervise safe member participation, how to promote products and services 4 qualifications must be completed either to meet customer needs and provide before or during this programme: advice on healthy and active lifestyles. • NPLQ (to be provided by Fairmont Windsor) • First Aid (to be provided by Fairmont Windsor) • Swim Teacher Level 2 with IOS (Lifetime provide vouchers for completion) • Fitness Instructor Level 2 (via Lifetime) 26

LEISURE LEISURE DUTY MANAGER LEVEL 3 Duration: What’s covered: 13 months plus End-point Module 1: Assessment period Personal Development Who’s it for? Module 2: Job roles most suited for this apprenticeship Leading a Leisure Operations Team are Personal Trainer and Fitness Coach. Module 3: Managing Performance Learning overview On completion of this programme, learners Module 4: will be able to effectively manage a multi- Recruitment functional operations team and leisure Module 5: facility, with improved leadership and Customer Service management skills and understanding of financial requirements and practices. Module 6: Leisure Facility Management Module 7: Organisation Brand and Values Module 8: IT Module 9: Financial Responsibility Module 10: Legal and Compliance Module 11: 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 Fairmont Windsor. 27

LEISURE PERSONAL TRAINER LEVEL 3 Duration: What’s covered: 13 months plus End-point Assessment period Module 1: Who’s it for? Professional Practice and Personal Development Job roles most suited for this apprenticeship Module 2: are Personal Trainer and Fitness Coach. Client Consultations Learning overview Module 3: On completion, team members will Lifestyle Management and Client Motivation demonstrate industry leading professional practice, providing specialist tailored advice Module 4: and guidance that is within their scope Applied Anatomy and Physiology of practice, whilst motivating clients to positively change their behaviour and improve Module 5: their overall wellbeing. They will develop a Planning and Delivering Personal comprehensive understanding of the business, Training Sessions finance, sales and marketing required to build and retain a stable client base. Module 6: Nutrition for Physical Activity Module 7: Delivering Sessions for Small Groups Module 8: Functional Training 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 MEMBER LEVEL 2 Customer Duration: Develops high levels of customer service 13 months plus End-point Assessment period and makes sure the learner interacts with customers enthusiastically and proactively. Who’s it for? Team members will discover how best Team members who work in the Reception area. to represent company standards when serving and interacting with customers. Learning overview The Hospitality Team Member Level 2 Business apprenticeship allows team members to develop the skills and knowledge to Develops a wider understanding of both the further their careers within the hospitality role within the business and the wider sector. industry. Team members will develop key Topics include business operations and understandings of the sector, their roles, legislation to help team members understand and the business. Team members select and support brand and business aims. one of nine different pathways to match their role within the hospitality industry. 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’. 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 MEMBER LEVEL 2 Customer Duration: Develops high levels of customer service 13 months plus End-point Assessment period and makes sure the learner interacts with customers enthusiastically and proactively. Who’s it for? Team members will discover how best Team members who work in Housekeeping. to represent company standards when serving and interacting with customers. Learning overview The Hospitality Team Member Level 2 Business apprenticeship allows team members to develop the skills and knowledge to Develops a wider understanding of both the further their careers within the hospitality role within the business and the wider sector. industry. Team members will develop key Topics include business operations and understandings of the sector, their roles, legislation to help team members understand and the business. Team members select and support brand and business aims. one of nine different pathways to match their role within the hospitality industry. 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’. 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 MEMBER LEVEL 2 Customer Duration: Develops high levels of customer service 13 months plus End-point Assessment period and makes sure the learner interacts with customers enthusiastically and proactively. Who’s it for? Team members will discover how best Team members who support customer to represent company standards when serving and interacting with customers. reservations and services. Business Learning overview The Hospitality Team Member Level 2 Develops a wider understanding of both the apprenticeship allows team members role within the business and the wider sector. to develop the skills and knowledge to Topics include business operations and further their careers within the hospitality legislation to help team members understand industry. Team members will develop key and support brand and business aims. understandings of the sector, their roles, and the business. Team members select People one of nine different pathways to match their role within the hospitality industry. 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’. 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 SUPERVISOR LEVEL 3 Customer Duration: Develops team member’s understanding 14 months plus End-point Assessment period of customer needs and the importance of high quality customer service for the wider Who’s it for? business. Learners will act proactively to Housekeeping Supervisors. support marketing activities and gain confidence in resolving customer service issues. Learning overview The Hospitality Supervisor Level 3 Business apprenticeship is created to give team leaders and supervisors the skills to Ensures team members understand and uphold independently run their teams and take the business’ values and vision. Team members responsibility for their part of the business. will learn to identify risks and opportunities to Learners will cover leadership and help the company reach its objectives, gaining management skills and how to promote clear knowledge of how the business functions. a professional image and service. People Gives team members the knowledge and skills to organise, motivate and encourage their team to meet key business aims and targets. Team 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’. 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 SUPERVISOR LEVEL 3 Customer Duration: Develops team member’s understanding 14 months plus End-point Assessment period of customer needs and the importance of high quality customer service for the wider Who’s it for? business. Learners will act proactively to Night Manager and Reception Shift support marketing activities and gain confidence in resolving customer service issues. Team Leaders who support the Reception and Reservations teams. Business Learning overview Ensures team members understand and uphold The Hospitality Supervisor Level 3 the business’ values and vision. Team members apprenticeship is created to give team will learn to identify risks and opportunities to leaders and supervisors the skills to help the company reach its objectives, gaining independently run their teams and take clear knowledge of how the business functions. responsibility for their part of the business. Learners will cover leadership and People management skills and how to promote a professional image and service. Gives team members the knowledge and skills to organise, motivate and encourage their team to meet key business aims and targets. Team 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’. 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 their occupation and programme ‘pathway’. Customer Housekeeping Explores the customer journey in detail, 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, presentation of the establishment. including business strategy, finance, technology and planning. Team members will identify • Identifying improvements to income stream and areas for potential wastage procedures and ways of working. and learn to develop contingency plans. • Managing and forecasting stocks and People supplies of chemicals and linen. Gives learners skills and strategies to • Scheduling maintenance and repair effectively manage the business, developing work with minimum disruption. 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. 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 the whole team. range of team members to ensure a consistently high standard of service. What’s covered: In addition to the Core Modules, team Core Hospitality Modules members will complete a module specific to their occupation and programme ‘pathway’. Customer Front Office Explores the customer journey in detail, 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, the reception team. including business strategy, finance, technology and planning. Team members will identify • Identifying improvements in income stream and areas for potential wastage the reception systems. and learn to develop contingency plans. • Managing and coordinating People the sale of facilities. Gives learners skills and strategies to • Developing consistency in customer effectively manage the business, developing service and team conduct. 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. 35

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

LEADERSHIP AND MANAGEMENT OPERATIONS/DEPARTMENTAL MANAGER LEVEL 5 Duration: What’s covered: 14 months plus End-point Assessment period Enrolment Who’s it for? Established leaders who manage Module 1: managers and directly impact operational Leading Leaders success, responsible for strategic plans, managing change and financial Module 2: Influencing and Communicating and resource management. This programme teaches generic Module 3: leadership and management skills and is Recruitment not specific to the Hospitality indsutry. Module 4: Learning overview Project Management The Strategic Leaders Level 5 programme cultivates and extends delegate’s knowledge Module 5: across a range of topics, leading them to Operational Management efficiently achieve their operational goals. Module 6: The programme includes a certficate in Personal Development Management and Leadership from CMI (The Chartered Management Institute). Module 7: Performance Management Module 8: Leading Change Module 9: Financial Management Please note, this programme includes Skills Workshops and Webinars with delegates from other businesses, alongside one-to-one coaching. 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 Speak with your Line Manager to get support for your application and they will then approve the request. STEP 2 Please access the Nomination Portal at: partners.lifetimetraining.co.uk/arora-group or scan the QR Code provided below and complete all the details required. STEP 3 When approved, the Lifetime Enrolment Team will contact you to conduct a suitability and eligibility check. Providing eligibility is verified, your enrolment (Meet Your Coach session) will be arranged to take place either in the workplace or virtually over Zoom. STEP 4 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. SCAN THE QR CODE 38

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