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’. Front office The Front Office Specialist module ensures the highest standard of service is provided by the apprentice, and that the learner can coordinate and motivate the team. Key learning: • Customer confidentiality and current legislation. • Ensuring procedures are reliable and efficient. • Motivating and managing the team and maintaining • Maintaining brand reputation and creating a strong first professional conduct. impression for customers. 51
Reception and Housekeeping Housekeeping Manager Level 4 Duration: Who’s it for? 16 months Housekeeping plus End-point Managers who oversee Assessment period the whole team. 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. 52
What’s covered: CCuusstotommeerr Core Hospitality Modules EExpxploloreressththeecucustsotommeer rjojouurnrneeyyininddeetatail,il,ddeeveveloloppininggaa positive Business pcoussitiovme ecur sctuolmtuerer caunldtudreevaenldopdienvgeslotrpaitneggisetsrattoegidiesntify and solve tofaiidluernetinfycaunsdtosmolevresfearivluicre.in customer service. Provides detailed management skills in all aspects of the business and wider sector, including business strategy, finance, technology LLeeaaddeersrshhipip and planning. Team members will identify income stream and areas for potential wastage and learn to develop contingency plans. GGivievessleleaarnrneersrsinin-d-deeppththuunnddeersrtsatannddininggoof fththeesksikllisllsaannddbbeehhaavivoiouursrs eexpxpeectceteddbbyymmaannaaggeersrsaaccrorosssththeeinindduustsrtyr,y,wwitihthfofoccuussoonnddeevveeloloppiningg People aaddivieversresecocommppaannyycucultluturereththrorouugghhddififfefererennt tleleaaddeersrhshipipstsytlyeles.s. Gives learners skills and strategies to effectively manage the InInaaddddititoionntotoththeeCCoorereMMoodduuleles,s,teteaammmmeemmbbeersrswwillillcocommppleleteteaa tbhuesibnuesisn,edses,vedleovpeinlogpcinogmcmoumnmicuantiiocnatsioknillskainllsdainsdtilling a sense mmoodduulelespspeecicfifcictotoththeeirirooccucuppaatitoionnaannddpproroggrarammmmee‘p‘paaththwwaay’y.’. oinfsrteillsipngonasisbeinlitsye. Toefaremspmoenmsibeilirtsy.wTiellalemarmnevmitablesrksilwlsililn people lmearnnagvietaml esknitllasnind psteroaptelegym. anagement and strategy. In addition to the Core Modules, team members will complete a module specific to their occupation and programme ‘pathway’. FHoooudseaknedepBienvgerage TLeamrnemrseumnbdeerrsstwainllddtehveelboepsthweasyksiltlos ndeeelidverdetxocmepatnioangael acnledandienlgivseerrsveicrveisc,ems ainnagriannggteeoamf s and resources to a strict timetable. food and beverage settings including cafés, bars, restaurants and hotels. Key learning: •K eyMaleinatarinniinngga:nd managing • Identifying improvements • Mtheanpargeisnegntahteiodnelivery of food andtboepvreorcaegdeusriens and ways • Managing and forecasting • Scheduling maintenance • Psrotomckostinangdansudpmplaiexsimoifsing sales throaungdhrempeaniruwork with aofvbauriseitnyeossfessetatnindgs to a high standoafrdw.orking. dcehseigmni,cfaolsodanmdaltincheinn.g and promotiomnisn.imum disruption. establishments. • Liaising with and managing team members, suppliers and caterers. 53
Reception and Housekeeping Front Office Manager Level 4 Duration: Who’s it for? 16 months Reception Managers who plus End-point oversee the whole team. Assessment period Learning overview Learners gain key skills in the management of the front office, coordinating a range of team members to ensure a consistently high standard of service. 54
What’s covered: CCuusstotommeerr Core Hospitality Modules EExpxploloreressththeecucustsotommeer rjojouurnrneeyyininddeetatail,il,ddeeveveloloppininggaa positive Business pcoussitiovme ecur sctuolmtuerer caunldtudreevaenldopdienvgeslotrpaitneggisetsrattoegidiesntify and solve tofaiidluernetinfycaunsdtosmolevresfearivluicre.in customer service. Provides detailed management skills in all aspects of the business and wider sector, including business strategy, finance, technology LLeeaaddeersrshhipip and planning. Team members will identify income stream and areas for potential wastage and learn to develop contingency plans. GGivievessleleaarnrneersrsinin-d-deeppththuunnddeersrtsatannddininggoof fththeesksikllisllsaannddbbeehhaavivoiouursrs eexpxpeectceteddbbyymmaannaaggeersrsaaccrorosssththeeinindduustsrtyr,y,wwitihthfofoccuussoonnddeevveeloloppiningg People aaddivieversresecocommppaannyycucultluturereththrorouugghhddififfefererennt tleleaaddeersrhshipipstsytlyeles.s. Gives learners skills and strategies to effectively manage the InInaaddddititoionntotoththeeCCoorereMMoodduuleles,s,teteaammmmeemmbbeersrswwillillcocommppleleteteaa tbhuesibnuesisn,edses,vedleovpeinlogpcinogmcmoumnmicuantiiocnatsioknillskainllsdainsdtilling a sense mmoodduulelespspeecicfifcictotoththeeirirooccucuppaatitoionnaannddpproroggrarammmmee‘p‘paaththwwaay’y.’. ionfsrteillsipngonasisbeinlitsye. Toefaremspmoenmsibeilirtsy.wTiellalemarmnevmitablesrksilwlsililn people mlearnnagvietaml esknitllasnind psteroaptelegym. anagement and strategy. In addition to the Core Modules, team members will complete a module specific to their occupation and programme ‘pathway’. Foroondt aOnfdficBeeverage LTeamrnemrsegmabinerksewyisllkdilelsvienlothpethmeasnkailglsemneeendteodf tohemfraonnatgoeffaicned, dcoeolivrdeirnsaetirnvgiceasriannageraonfgteeaomf members to ensure a consistently high sfotaonddanrdd obfesveerrvaicgee. settings including cafés, bars, restaurants and hotels. Key learning: •• PrMomanoatginignganadndmcaoxoimrdisininagtinsgalethsethsraoleugohf fmaceinlituies. design, food matching and promotions. • MOarngagninsigngthaendecloivoerdyinoaf tfionogdthaendrebcevpetiroangetesainm. a variety of settings to a high standard. • Developing consistency in customer service and team conduct. • Identifying improvements in the reception systems. • Liaising with and managing team members, suppliers and caterers. 55
Management Team/Leader Supervisor Level 3 (with CMI certificate in Management and Leadership Level 3) Duration: 15 months plus End-Point-Assessment period Who’s it for? First Line Managers who are responsible for managing teams and projects who are at the beginning of their career in leadership and management, or are in management roles and have practical skills, but wish to develop their understanding of leadership and management. This programme teaches generic leadership and management skills and is not specific to the Hospitality indsutry. 56
Learning overview What’s covered: • Module 6: Operational Success: The Team Leader Supervisor Level • Module 1: Implementing the 3 programme is an opportunity for Personal Development Operational Plan individuals who are responsible for managing teams, to grow and CMI principles of M&L CMI Manage a Team develop their managerial skills to Achieve Results through a range of topics, covering • Module 2: personal, team and organisational People Management: • Module 7: development, in order to People Skills Operational Success: create a well rounded leader. Building Relationships The programme includes a CMI Principles of M&L certficate in Management and CMI Manage a Team Leadership from CMI (The • Module 3: to Build Results Chartered Management Institute). People Management: Communication • Module 8: Operational Success: CMI Principles of M&L Evaluating the Operational Plan • Module 4: • Module 9: People Management: Project Management: Managing Performance Implementing and Evaluating a Project CMI Principles of M&L • Module 10: • Module 5: Finance Operational Success: Planning the Operational Plan CMI Manage a Team to Achieve Results 57
Management Operations / Departmental Manager Level 5 (with CMI certificate in Management and Leadership Level 5) Duration: 15 months plus End-Point-Assessment period Who’s it for? Established leaders who manage managers and directly impact operational success, responsible for strategic plans, managing change and financial and resource management. This programme teaches generic leadership and management skills and is not specific to the Hospitality indsutry. 58
Learning overview What’s covered: • Module 6: Personal The Strategic Leaders • Enrolment Development Level 5 programme cultivates and extends • Module 1: • Module 7: delegate’s knowledge Leading Leaders Performance Management across a range of topics, leading them • Module 2: • Module 8: to efficiently achieve Influencing and Communicating Leading Change their operational goals. • Module 3: • Module 9: Recruitment Financial Management • Module 4: Project Management • Assessment Preparation • Module 5: Operational 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. 59
How to take part To kick start THG Experience Academy we will enrol our first cohort in September 2022. Further cohorts will be available to apply for in 2023. How do I apply? Email your interest to Charley Rees, [email protected] with your answers to the below questions: • What programme you are interested in • Why you would like to be part of the THG Experience Academy • Your long term career aspirations A follow up interview will be scheduled with members of the THG Experience team. 60
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