Guide to the THG Experience Academy By helping each other grow further, we create extraordinary together.
In this guide 3 Welcome 4 What is an apprenticeship? 6 What’s involved? 10 Our programmes 60 How to take part
Create THG Experience together through Academy At THG Experience, innovation and creative ambition is at the heart of what we do. We seek out different perspectives, others’ ideas and opinions, try new things and embrace creative technology. Together, we create unforgettable experiences that are impressive in details and captivating in feel, we unlock the potential of unique leisure and hospitality venues, creating places to showcase our exceptional brands through irresistible, pioneering and world-class experiences. Collectively, we are disrupting the traditional hospitality experience to cater to today’s more evolved and demanding audience. We believe brilliant ideas take shape when different perspectives collide. The THG Experience Academy difference lies in doing more than what’s necessary, in doing different than before and in always pushing for better as professionals and as people. Through the THG Experience Academy we offer the opportunity for our employees to gain a nationally recognised qualification through an apprenticeship. We encourage our employees to broaden their minds and talents by immersing themselves in other areas of the business. From Finance to Marketing, to Learning & Development and People Management, whilst surrounding you with a network of external suppliers and partners. We aspire to create a high performing work culture through the courses, on-going development plans and inspiring experiential days for employees to attend. By helping each other grow further, we create extraordinary together. 3
What is an apprenticeship? Apprenticeships are nationally recognised and industry endorsed work-based training programmes that provide role-relevant development and enhance the skills needed to succeed in our business. They provide opportunities to gain new knowledge and put it into practice daily at work to develop lasting skills and behaviours. Apprenticeships take between 15-18 months to complete, are fully-funded by THG and run by our expert training partner, Lifetime Training. Lifetime are an award-winning training provider who have been delivering apprenticeships for over 25 years and have recently received the award for 2022 Training Provider of the Year with Rate My Apprenticeship. 4
Who can take part? Develop your role-relevant Knowledge, Skills and Behaviours to reach your potential Anyone can apply for an apprenticeship whilst working with Excel in your role to progress us. Our expansive suite of apprenticeship programmes range your THG Experience Career from levels two to five, and are for people at all stages of Programmes are nationally their THG Experience Career. recognised and developed by experts from within the industry To be eligible for the funding, you’ll just need to meet the THG Experience Academy following criteria: is fully funded by THG Learn and get a qualification whilst on • Work a minimum of 16 hours per week your same contract and rate of pay • Have not completed a qualification in the same Enhance your understanding of the Hospitality industry subject, at the same level or above • Have lived in the EU/UK for a minimum of 3 years 5 • Are not currently in any other form of government funded training
What’s involved? One-to-One Coaching Those who take part will be supported by an experienced coach from Lifetime for the duration of your programme. You’ll benefit from one-to-one coaching sessions, tailored to your development needs, allowing you to learn at your own pace. Coaching sessions will take place every month for 1.5-2 hours and will either be in one of our venues or on Zoom. Aptem learning platform Team members enrolled onto an apprenticeship will be supported by Lifetime’s online learning platform, Aptem. Aptem provides a seamless e-learning journey, from enrolment all the way through to End-point Assessment. With access to one system with clear learning plans, learners have everything they need in one place. Aptem is also designed to make line managers’ roles easier, in their role supporting the apprenticeship. Aptem provides a real-time view of learner progress so line managers can see exactly how learners are progressing and support them throughout their development journey. 6
Assessment Functional Skills Upon completion of the As part of the programme, minimum duration of the you will be supported to apprenticeship, you, your achieve qualifications in line manager and your Maths and English, if you Lifetime Coach will discuss don’t already have them. whether you’re ready to These are known as enter End-point Assessment, Functional Skills – the also known as EPA. ‘industry transferable skills’ Once you’ve entered EPA equivalent to holding the you’ll have the opportunity relevant GCSE levels. They to showcase the knowledge, are practical skills relevant skills and behaviours you’ve to everyday life and work, acquired throughout the and the chance to gain apprenticeship with an these qualifications is a independent assessor. great benefit to completing The assessment methods an apprenticeship. include observations at work, professional discussions, multiple choice tests and projects, depending on the programme you complete. 7
Fully supported It’s a joint commitment between the learner, THG Experience and Lifetime Training to ensure everyone on programme is successful. That’s why it’s important for all parties to be aware of the support and commitment required. Line managers will play a vital role in team member’s development. They will be expected to provide guidance and support the development of skills and behaviours. Line managers will need to: 1. Attend the enrolment meeting with the Lifetime Coach 2. Have regular catch ups with team members and keep on top of communication from Lifetime to track progress 3. Coach team members in the workplace to develop new skills and behaviours 4. Update the Aptem learning platform to support progress and attend progress review sessions every 12 weeks 5. Ensure team members are given adequate time during work hours to complete training and independent study 6. Be available to attend the End-point Assessment activities 8
Experiential-inspired days Our apprenticeship programme is brought to life through our very own Experiential Days, to unlock your full potential and inspire you further within your role. We encourage our employees to broaden their minds and talents by immersing you in other areas of the business; from Finance to Marketing, to Learning & Development and People Management, whilst surrounding you with a network of external suppliers and partners. By making each other better, we create extraordinary together. 9
Our programmes Kitchen Leisure and Fitness Front of House Commis Chef Level 2 (p. 30) Leisure Team Member Level 2 Senior Production Chef (p. 37) Team Member Level 2 (p. 12) Level 3 (p. 32) Kitchen Manager Level 4 (p. 34) Leisure Duty Manager Food & Beverage, Barista, Drinks Level 3 (p. 39) Service or Events Pathway Personal Trainer Level 3 (p. 41) Supervisor Level 3 (p. 20) Food & Beverage, Bar or Events Pathway Manager Level 4 (p. 26) Food & Beverage or Events Pathway Reception and Housekeeping Management Team Member Level 2 (p. 42) Team Leader/Supervisor Level 3 (p. 56) Operations/Departmental Manager Level 5 (p. 58) Reception, Housekeeping or Reservations Pathway Supervisor Level 3 (p. 48) Housekeeping or Front Office Pathway Manager Level 4 (p. 52) Housekeeping or Front Office Pathway 10
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Front of House Food and Beverage Team Member Level 2 Duration: Who’s it for? 13 months F&B Assistants who plus End-point work Front of House Assessment period serving food and drink. 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: People Core Hospitality Modules Makes sure team members understand team dynamics and develop Customer key communication skills to excel in a team environment. team members understand career development options and develop Develops high levels of customer service and makes sure the productive communication skills to further your business. learner interacts with customers enthusiastically and proactively. Team members will discover how best to represent company First line supervision standards when serving and interacting with customers. Develops leadership skills in the learner through the support of junior Business and new team members. Team members will understand how to support the line manager and the function of the management team. 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. 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: • Food pairings and how to serve wine and champagne. • Understanding different types of service and service styles. • Knowledge of menus, allergens and ingredients. • Preparation of dining areas and customer service. 13
Front of House Barista Team Member Level 2 Duration: Who’s it for? 13 months Team members who plus End-point make and serve a Assessment period range of hot and cold beverages to customers. 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. 14
What’s covered: People Core Hospitality Modules Makes sure team members understand team dynamics and develop Customer key communication skills to excel in a team environment. team members understand career development options and develop Develops high levels of customer service and makes sure the productive communication skills to further your business. learner interacts with customers enthusiastically and proactively. Team members will discover how best to represent company First line supervision standards when serving and interacting with customers. Develops leadership skills in the learner through the support of junior Business and new team members. Team members will understand how to support the line manager and the function of the management team. 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. 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: • How to use, clean and assemble different hot drink equipment. • Preparation methods for different hot and cold beverages. • Origin of ingredients, their characteristics and blend. • Customer service and details of food allergies. 15
Front of House Drinks Service (Licensed Hospitality) Team Member Level 2 Duration: Who’s it for? 13 months Team Members who plus End-point work on the bar or serve Assessment period 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. 16
What’s covered: People Core Hospitality Modules Makes sure team members understand team dynamics and develop Customer key communication skills to excel in a team environment. team members understand career development options and develop Develops high levels of customer service and makes sure the productive communication skills to further your business. learner interacts with customers enthusiastically and proactively. Team members will discover how best to represent company First line supervision standards when serving and interacting with customers. Develops leadership skills in the learner through the support of junior Business and new team members. Team members will understand how to support the line manager and the function of the management team. 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. 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: Wine Service option: Beer and Cask Cocktails and Ale option: Mixology option: • Understanding licensing • How to serve and store objectives and legislation. a range of wines. • How to serve and store • How to mix and serve beer and cask ale. classic cocktails. • Providing high-quality drinks • Identifying wine and how it is made. service and customer care. • Different wines and alcohol strength. • Beer and food pairings. • Using and cleaning equipment. • Food and wine pairings. • Methods for preparing and • Correct cellar management. • Serving with flair. serving a range of beverages. • Different types of beer and ale. • How to serve non-alcoholic cocktails. • Awareness of underage drinking and drug use. 17
Front of House Events and Conference Team Member Level 2 Duration: Who’s it for? 13 months Team Members who plus End-point support the running Assessment period of customer events and conferences. 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. 18
What’s covered: People Core Hospitality Modules Makes sure team members understand team dynamics and develop Customer key communication skills to excel in a team environment. team members understand career development options and develop Develops high levels of customer service and makes sure the productive communication skills to further your business. learner interacts with customers enthusiastically and proactively. Team members will discover how best to represent company First line supervision standards when serving and interacting with customers. Develops leadership skills in the learner through the support of junior Business and new team members. Team members will understand how to support the line manager and the function of the management team. 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. 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: • Understanding the different layouts of conference rooms. • Current legislation including safe lifting and • Knowledge of business unique selling points and main competitors in wider industry. handling, data protection and security. • Adapting communication skills depending on the customer or event. 19
Front of House Food and Beverage Supervisor Level 3 Duration: Who’s it for? 14 months F&B supervisors who lead plus End-point FOH teams. Assessment period Learning overview The Hospitality Supervisor Level 3 apprenticeship is created to give team leaders and supervisors the skills to independently run their teams and take responsibility for their part of the business. Apprentices will learn leadership and management skills and how to promote a professional image and service. 20
What’s covered: People Core Hospitality Modules Gives team members the knowledge and skills to organise, Customer motivate and encourage their team to meet key business aims and targets. Team members will understand how their Develops team members understanding of customer needs and the team fits in within the wider company and industry. importance of highquality customer service for the wider business. Learners will act proactively to support marketing activities and First line supervision gain confidence in resolving customer service issues. Develops team members into a role-model through Business detailed understanding of leadership skills and styles. Team members will learn to lead by example to Ensures team members understand and uphold the business’ motivate their team and drive performance. values and vision. Team members will learn to identify risks and opportunities to help the company reach its objectives, gaining clear knowledge of how the business functions. 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: • Food pairing, dish styles and menu planning. • Preparation and serving of a range of food and beverages. • Trends in the hospitality industry and in-depth knowledge of relevant legislation. • Team management and dealing with customer complaints. 21
Front of House Bar Supervisor Level 3 Duration: Who’s it for? 13 months Bar supervisors and plus End-point team leaders. Assessment period Learning overview The Hospitality Supervisor Level 3 apprenticeship is created to give team leaders and supervisors the skills to independently run their teams and take responsibility for their part of the business. Apprentices will learn leadership and management skills and how to promote a professional image and service. 22
What’s covered: People Core Hospitality Modules Gives team members the knowledge and skills to organise, Customer motivate and encourage their team to meet key business aims and targets. Team members will understand how their Develops team members understanding of customer needs and the team fits in within the wider company and industry. importance of highquality customer service for the wider business. Learners will act proactively to support marketing activities and First line supervision gain confidence in resolving customer service issues. Develops team members into a role-model through Business detailed understanding of leadership skills and styles. Team members will learn to lead by example to Ensures team members understand and uphold the business’ motivate their team and drive performance. values and vision. Team members will learn to identify risks and opportunities to help the company reach its objectives, gaining clear knowledge of how the business functions. 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: • Managing and maintaining the stock and cellar. • How to prepare and serve a range of beverages. • Bar legislation, awareness of drug use, and how to deal with unruly customers. • How to supervise the team and maintain a professional image. 23
Front of House Events Supervisor Level 3 Duration: Who’s it for? 13 months Supervisors who lead plus End-point teams supporting clients Assessment period and events. Learning overview The Hospitality Supervisor Level 3 apprenticeship is created to give team leaders and supervisors the skills to independently run their teams and take responsibility for their part of the business. Apprentices will learn leadership and management skills and how to promote a professional image and service. 24
What’s covered: People Core Hospitality Modules Gives team members the knowledge and skills to organise, Customer motivate and encourage their team to meet key business aims and targets. Team members will understand how their Develops team members understanding of customer needs and the team fits in within the wider company and industry. importance of highquality customer service for the wider business. Learners will act proactively to support marketing activities and First line supervision gain confidence in resolving customer service issues. Develops team members into a role-model through Business detailed understanding of leadership skills and styles. Team members will learn to lead by example to Ensures team members understand and uphold the business’ motivate their team and drive performance. values and vision. Team members will learn to identify risks and opportunities to help the company reach its objectives, gaining clear knowledge of how the business functions. 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: • Motivating and managing a team to support the event. • Coordinating suppliers, exhibitors and supporting the • Understanding customer requirements and considerations when planning events. event planning process. • Keeping record of spending and adhering to a set budget. 25
Front of House Food and Beverage Manager Level 4 Duration: Who’s it for? 16 months Managers who plus End-point work Front of House Assessment period managing large restaurant or bar teams. Learning overview The Hospitality Manager Level 4 will build the confidence and skills required by Managers to thrive in a high tempo environment. 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. 26
What’s covered: Customer Core Hospitality Modules Explores the customer journey in detail, developing a positive Business customer culture and developing strategies to identify and solve failure in customer service. Provides detailed management skills in all aspects of the business and wider sector, including business strategy, finance, technology Leadership and planning. Team members will identify income stream and areas for potential wastage and learn to develop contingency plans. Gives learners in-depth understanding of the skills and behaviours expected by managers across the industry, with focus on developing People a diverse company culture through different leadership styles. Gives learners skills and strategies to effectively manage the In addition to the Core Modules, team members will complete a business, developing communication skills and instilling a sense module specific to their occupation and programme ‘pathway’. of responsibility. Team members will learn vital skills in people management and strategy. 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 range of food and beverage settings including cafés, bars, restaurants and hotels. Key learning: • Promoting and maximising sales through menu design, food matching and promotions. • 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. 27
Front of House Events Manager Level 4 Duration: Who’s it for? 16 months Managers who lead plus End-point large events and Assessment period functions teams. Learning overview The Hospitality Manager Level 4 will build the confidence and skills required by Managers to thrive in a high tempo environment. 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. 28
What’s covered: Customer Core Hospitality Modules Explores the customer journey in detail, developing a positive Business customer culture and developing strategies to identify and solve failure in customer service. Provides detailed management skills in all aspects of the business and wider sector, including business strategy, finance, technology Leadership and planning. Team members will identify income stream and areas for potential wastage and learn to develop contingency plans. Gives learners in-depth understanding of the skills and behaviours expected by managers across the industry, with focus on developing People a diverse company culture through different leadership styles. Gives learners skills and strategies to effectively manage the In addition to the Core Modules, team members will complete a business, developing communication skills and instilling a sense module specific to their occupation and programme ‘pathway’. of responsibility. Team members will learn vital skills in people management and strategy. 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: • Team motivation techniques and how to best utilise resources. • Developing strong working relationships with suppliers, • The management and organisation of multiple functions and events. exhibitors and other clients. • Best practice for coordinating multiple stakeholders and ensuring clear communication. 29
Kitchen Commis Chef Level 2 Duration: Who’s it for? 15 months Chefs who prepare and plus End-point cook all food types Assessment period fresh and from scratch Learning overview This Commis Chef Level 2 apprenticeship suits a busy kitchen preparing fresh food. Team members will learn how to prepare and cook all food groups and ingredients and leave the apprenticeship with a knowledge of every section of the kitchen. 30
What’s covered: 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 • Pasta, rice and eggs • Sauces • Pastry and dessert • Vegetables,stocks and soups • Fish and shellfish • Breads, cakes,and biscuits • Game and offal Key learning: People Culinary Provides team members with techniques in communication with a wide range of coworkers and stakeholders, making sure the Develops skills in the safe preparation of a range of dishes and team member understands how to best work within a team. This provides learners with key insights into food management systems section will develop confidence and leadership in the apprentice. and technology in the wider business. Apprentices will understand safe and efficient storage and use of kitchen equipment. Business Food safety Develops knowledge of the wider business and brand, including the standards of presentation and quality expected in the Gives learners vital knowledge about food safety practices and organisation. Team members will gain an understanding of the legislation, covering work-place health and safety, allergies and supply chain, costing of a dish, and the development of the menu. food waste. 31
Kitchen Senior Production Chef Level 3 Duration: Who’s it for? 14 months Senior chefs who lead plus End-point a team in a kitchen Assessment period environment Learning overview The Senior Chef in Production Cooking Level 3 apprenticeship will develop experienced chefs to supervise and lead production teams in large kitchens. Senior Production Chefs are accountable for day-to-day running of the kitchen and maintaining consistent quality in food production. Learners will develop leadership skills, the management of food production systems, and techniques in monitoring budgets and food standards. 32
Key learning: People Kitchen operations Gives the learner the management and leadership skills required to supervise and motivate the team to deliver consistently Develops team members understanding of supply chains, high-quality food to tight deadlines. Team members will costing of dishes, storage of products, and best practice understand how to develop a customer-centric culture through production procedures. Team members will gain the knowledge open communication and constructive problem-solving. needed to supervise the team effectively and understand the brand specifications to ensure consistent food production. Business Nutrition Develops efficient practice in running the kitchen and expands team members knowledge of the commercial aims of the business Demonstrates the importance of nutrients and food groups and its values. With an improved knowledge of the financial when designing a balanced menu to meet varied sets of dietary workings of the business, Team members will understand the requirements. Team members will understand the influence of importance of monitoring costs and improving team efficiency. food, health, and industry trends on the development of dishes. 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. 33
Kitchen Kitchen Manager Level 4 Duration: Who’s it for? 16 months Head Chefs who manage plus End-point large kitchen teams. Assessment period Learning overview The Hospitality Manager Level 4 will build the confidence and skills required by Managers to thrive in a high tempo environment. 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. 34
What’s covered: Customer Core Hospitality Modules Explores the customer journey in detail, developing a positive Business customer culture and developing strategies to identify and solve failure in customer service. Provides detailed management skills in all aspects of the business and wider sector, including business strategy, finance, technology Leadership and planning. Team members will identify income stream and areas for potential wastage and learn to develop contingency plans. Gives learners in-depth understanding of the skills and behaviours expected by managers across the industry, with focus on developing People a diverse company culture through different leadership styles. 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. 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: • Expertise in procurement, stock control and food safety regulations. • Responsibility for the delivery of consistent levels of food cooking, preparation and service. • Management skills in the challenging and fast-pace • Development and designing of recipes, menus and environment of a kitchen. preparation systems. 35
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Leisure What’s covered: Leisure Team The programme consists of six modules: Member Level 2 • Professional Practice and Duration: Personal Development • Anatomy and Physiology for Exercise 14 months plus End-point Assessment period • Health, Safety and Welfare in Who’s it for? Learning overview a Fitness Environment • Understanding the Employing Organisation Team Members who This programme • Support and Motivate Clients Who assist with a range of develops team members operational duties such supporting the leisure Take Part in Physical Activity as assisting the opening facilities to supervise safe • Principles of Exercise Fitness and Health and closing of the facility, member participation, undertaking routine how to promote products 4 qualifications must be completed either maintenance of equipment and services to meet before or during this programme: and maintaining the customer needs and • NPLQ (to be provided by site) cleanliness and safety of provide advice on healthy • First Aid (to be provided by site) the leisure environment. and active lifestyles. • Swim Teacher Level 2 with IOS (Lifetime provide vouchers for completion) • Fitness Instructor Level 2 (via Lifetime) 37
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Leisure What’s covered: • Module 7: Organisation Brand Leisure Duty • Module 1: and Values Manager Level 3 Personal Development • Module 8: Duration: Who’s it for? • Module 2: IT Leading a Leisure 15 months plus Job roles most Operations Team • Module 9: End-point suited for this Financial Responsibility Assessment apprenticeship are • Module 3: Personal Trainer Managing Performance • Module 10: and Fitness Coach. Legal and Compliance • Module 4: Learning overview Recruitment • Module 11: Planning a Project On completion of this programme, learners will • Module 5: be able to effectively manage a multi-functional Customer Service • Module 12: operations team and leisure facility, with improved Implementing and leadership and management skills and understanding • Module 6: Evaluating a Project of financial requirements and practices. Leisure Facility Management Please note: First Aid at Work Level 4 must be completed either before or during this programme. This should be funded by the site. 39
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Leisure What’s covered: Personal Trainer Level 3 • Module 1: Professional Practice and Personal Development Duration: Who’s it for? • Module 2: 13 months Job roles most Client Consultations plus End-point suited for this Assessment period apprenticeship are • Module 3: Personal Trainer Lifestyle Management and Client Motivation and Fitness Coach. • Module 4: Learning overview Applied Anatomy and Physiology On completion, team members will demonstrate • Module 5: industry leading professional practice, providing Planning and Delivering Personal Training Sessions specialist tailored advice and guidance that is within their scope of practice. whilst motivating • Module 6: clients to positively change their behaviour Nutrition for Physical Activity and improve their overall wellbeing. They will develop a comprehensive understanding of the • Module 7: business, finance, sales and marketing required Delivering Sessions for Small Groups to build and retain a stable client base. • Module 8: Functional Training • Module 9: Business Acumen 41
Reception and Housekeeping Reception Team Member Level 2 Duration: Who’s it for? 13 months Team members who work plus End-point in the Reception area. Assessment period 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. 42
What’s covered: People Core Hospitality Modules Makes sure team members understand team dynamics and Customer develop key communication skills to excel in a team environment. Team members understand career development options and Develops high levels of customer service and makes sure the develop productive communication skills to further your business. learner interacts with customers enthusiastically and proactively. Team members will discover how best to represent company First line supervision standards when serving and interacting with customers. Develops leadership skills in the learner through the support of junior Business and new team members. Team members will understand how to support the line manager and the function of the management team. 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. 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: • Processing sensitive data. • Understanding and • Developing excellent communicating products, communications and • Reception procedures facilities and services. listening skills. and processes. 43
Reception and Housekeeping Housekeeping Team Member Level 2 Duration: Who’s it for? 13 months Team members who plus End-point work in Housekeeping. Assessment period 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. 44
What’s covered: People Core Hospitality Modules Makes sure team members understand team dynamics and Customer develop key communication skills to excel in a team environment. Team members understand career development options and Develops high levels of customer service and makes sure the develop productive communication skills to further your business. learner interacts with customers enthusiastically and proactively. Team members will discover how best to represent company First line supervision standards when serving and interacting with customers. Develops leadership skills in the learner through the support of Business junior and new team members. Team members will understand how to support the line manager and the function of the Develops a wider understanding of both the role within the management team. business and the wider sector. Topics include business operations and legislation to help team members understand and support brand and business aims. 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: • Cleaning and maintaining customer areas with the correct equipment and products. • Servicing rooms to the high standards expected by the business. • Environmental considerations and implications connected • Health and safety including safe lifting and handling. to bed and bathroom linen. 45
Reception and Housekeeping Reservations Team Member Level 2 Duration: Who’s it for? 13 months Team members who plus End-point support customer Assessment period reservations and services. 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. 46
What’s covered: People Core Hospitality Modules Makes sure team members understand team dynamics and develop Customer key communication skills to excel in a team environment. Team members understand career development options and develop Develops high levels of customer service and makes sure the productive communication skills to further your business. learner interacts with customers enthusiastically and proactively. Team members will discover how best to represent company First line supervision standards when serving and interacting with customers. Develops leadership skills in the learner through the support of junior Business and new team members. Team members will understand how to support the line manager and the function of the management team. 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. 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: • Developing excellent communications and listening skills. • Dealing with internal and external customers, taking bookings. • Understanding products, facilities and services. 47
Reception and Housekeeping Housekeeping Supervisor Level 3 Duration: Who’s it for? 14 months Housekeeping plus End-point Supervisors. Assessment period Learning overview The Hospitality Supervisor Level 3 apprenticeship is created to give team leaders and supervisors the skills to independently run their teams and take responsibility for their part of the business. Apprentices will learn leadership and management skills and how to promote a professional image and service. 48
What’s covered: People Core Hospitality Modules Gives team members the knowledge and skills to organise, Customer motivate and encourage their team to meet key business aims and targets. Team members will understand how their Develops team members understanding of customer needs and team fits in within the wider company and industry. the importance of highquality customer service for the wider business. Team members will act proactively to support marketing First line supervision activities and gain confidence in resolving customer service issues. Develops team members into a role-model through detailed Business understanding of leadership skills and styles. Team members will learn to lead by example to motivate their team and Ensures team members understand and uphold the business’ drive performance. values and vision. Team members will learn to identify risks and opportunities to help the company reach its objectives, gaining clear knowledge of how the business functions. 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: • Allocating tasks and managing time scales. • Knowledge of customer expectation and business standards. • Coordinating and managing teams confidently. • Keeping track of standards and dealing with maintenance issues. 49
Reception and Housekeeping Front Office Supervisor Level 3 Duration: Who’s it for? 13 months Night Manager and plus End-point Reception Shift Team Assessment period Leaders who support the Reception and Reservations teams. Learning overview The Hospitality Supervisor Level 3 apprenticeship is created to give team leaders and supervisors the skills to independently run their teams and take responsibility for their part of the business. Apprentices will learn leadership and management skills and how to promote a professional image and service. 50
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