Course Overview

Hospitality supervisors work across a wide variety of businesses including bars, restaurants, cafés, conference centres, banqueting venues, hotels or contract caterers. They provide vital support to management teams and are capable of independently supervising hospitality services and running shifts. They typically work under pressure delivering fantastic customer service and motivating a team is essential to their role. The majority of supervisors’ skills and knowledge are the same but supervisors may specialise in specific functions or work across a variety of functions which reflect the multi-functional nature of the industry.

Description of specialist supervisory functions are:

Food and beverage supervisor

Food and Beverage supervisors maintain standards in a range of settings from pubs, clubs and bars, restaurants, cafés, conference centres, banqueting venues, hotels restaurants and contract caterers. Their work can involve coordinating a range of dining experiences and styles and adapting to the ever increasing diversity in both food and beverage menus.

Bar supervisor

Bar supervisors typically work in pubs, nightclubs, hotels, restaurants and resorts to oversee the effective running of the bar, ensuring customer satisfaction by maintaining an exceptional standard of delivery and professionalism whilst achieving profitability in line with budget. This role often comes with irregular hours and bar supervisors need to be able to be on their feet for extended periods of time.

Housekeeping supervisor

Housekeeping supervisors maintain the presentation of establishments such as hotel and other overnight accommodation including hostel, serviced apartments and conference venues. Supervisors in this role for example, coordinate the work of cleaners, laundry services and room attendants to ensure customers’ experience is in line with the business standards.

Concierge supervisor

Concierge supervisors maintain the porter service in hotels and serviced facilities, making sure that customer requirements including leisure activities, local knowledge, travel, parking and luggage storage are met. They also play a key role in protecting the security and safety of customers.

Front office supervisor

Front office supervisors coordinate the reception function and, where relevant, reservations for example in hotels, holiday resorts and conference venues. Central to many operations, the front office supervisor is responsible for ensuring that customers’ arrival, time at the establishment and departure is delivered according to an establishments standards and meets the customer expectations.

Events supervisor

Events supervisors coordinate a variety of functions that take place at a venue, for example a business conference, convention, banquet or wedding. The role requires meticulous coordination to ensure, often multiple, event plans are fulfilled and the customer has a positive experience.

Hospitality outlet supervisor

Hospitality outlet supervisors support the manager in the day to day business operations of a retail outlet, such as quick service restaurants, branded coffee or sandwich shops. The role is often in a fast paced environment with the focus on meeting customers’ expectations of efficiency and consistency for both the products and service they receive.

The Content

This programme will develop core skills, knowledge and behaviours in the following four areas:

Including monitoring team practices/performance; team motivation; business improvement practices; budgeting/cost control; using technology; risk minimisation.

Including team organisation and co-ordination; objective and target setting; effective communication; staff support and development.

Including customer profiling; sales and marketing; brand standards.

Including leadership styles and supervisory management; diversity; leading by example.

Learners will also select one of the following operational areas in which to specialise:

Food and Beverage Supervisor - including menu design, layout and presentation; providing an efficient, accurate and effective team service.

Bar Supervisor - including co-ordinating an efficient bar service; customer conflict; cellar/beverage storage and dispense.

Housekeeping Supervisor - including team co-ordination; monitoring standards; identifying maintenance, repair and refurbishment requirements.

Concierge Supervisor - including knowledge of local information, services and travel options; secure storage of customer belongings; co-ordination of porter services, parking/valet/associated transport services.

Front Office Supervisor - including check-in, check-out and reservations; customer confidentiality.

Events Supervisor - including event co-ordination to meet customer need; budgeting; supplier/exhibitor communications.

Hospitality Outlet Supervisor - including stock maintenance to meet customer demand; displays and branding; outlet opening, monitoring and closing.

Functional Skills in English and Maths
Learners who have not already achieved Level 2 English and Maths, must do so as part of the programme.

The Assessment

Learners will need to undertake an End Point Assessment which consists of 4 elements. The first 3 elements may be completed in any order but must be completed prior to the professional discussion.

• Practical observation
• Multiple choice test
• Business project

• Professional discussion

Course Duration

14 Months

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