• Principles of leading a team in the hospitality industry

The aim of this unit is to develop your knowledge and understanding of leading a team in the hospitality industry. You will learn the principles that underpin effective leadership. This will include learning about different types of hospitality organisations, their characteristics and their impact on the external environment. You will explore the need for and benefits of effective communication with your team, and will examine different approaches for communicating with staff, customers and suppliers. You will learn to analyse different methods of leadership and identify key differences when applied in different situations.

• Supervision of operations in the hospitality industry

The aim of this unit is to develop your knowledge and understanding to effectively supervise hospitality operations and enable you to understand the principles of customer service supervision. You will explore different types of customer groups, benefits of good service, monitor standards and deal with customer issues. You will be able to utilise resources and use supplies effectively, and recognise the need for appropriate staffing levels. You will learn about the principles of stock control and develop your understanding of how to monitor stock to avoid wastage. You will be able to assess the impact, both financially and operationally, if correct stock levels are not maintained

• Principles of supervising customer service performance in hospitality leisure travel and tourism

The aim of this unit is to develop your knowledge and understanding of building teams and motivating colleagues to promote customer service excellence within the business. You will learn about the way in which customer service is implemented, monitored and measured to drive the continuous improvement of customer service performance. You will also learn about the role of the supervisor in developing a customer service culture and the impact that customer service has on the performance of the business.

• Unit 4: Maintenance of a safe, hygienic and secure working environment

You’ll discover how to maintain personal health and hygiene in a safe and secure working environment. You’ll learn about proper workwear in the hospitality industry and how to identify any potential health and safety hazards and deal with them correctly.

• Unit 5: Working as part of a team

Understand the different characteristics in a good team and recognise how each of these helps improve team performance. Know your own strengths in a team and recognise the strength of others. Be able to set goals and be supportive of others and respect their views. Review your own performance in a team and identify if there are ways in which you can improve on this.