Level 3 Diploma in Hospitality Operations and Supervision

This Diploma is designed to provide an understanding of the operational aspects of the hospitality industry as well as the knowledge and skills required to undertake a supervisory role.  It is suitable for those who aspire to take up employment with the hospitality establishment.  Those who are already working in the hospitality can also benefit from enhanced knowledge and skills in addition to obtaining a recognized qualification.

Overall Programme Outcomes

On completion of this programme, learners will be able to:

• Develop a range of skills including personal skills, techniques and attributes essential for successful performance in the hospitality industry.
• Develop the required knowledge and skills needed for the hospitality industry where you can gain employment at supervisory levels.
• Progress on to a higher level qualification or vocationally related programme.

Assessments

There are two sets of 50 Multiple Choice Questions (“MCQ”) for each Module. Each MCQ session will time-out after one and a half hours. You may re-sit the MCQ if it times-out before you complete it or if you do not achieve a pass. The Diploma is accredited by TQUK (a well-established and highly regarded Ofqual registered Awarding Organisation).

Entry Requirement

Applicants may be admitted on evidence to show they are able to fulfill and benefit from the objectives of the programme and achieve the standards required.

Programme Structure

The Level 3 Diploma in Hospitality Operations accrues 60 credits over 6 modules.  Each module carries 10 credits and are in:

• Module 1 – Supervising Front Office Operations
• Module 2 – Supervising Customer Service
• Module 3 – Principles of Supervising and Leading Teams
• Module 4 – Maintaining accommodation services supplies
• Module 5 – Maintaining a healthy, safe and secure working environment
• Module 6 – Resource management in accommodation services

Module 1 – Supervision of Front Office Operations

On completion of this module, learners will be able to:

• Supervise front office operations
• Develop good working relationship with line managers, team members and subordinates

Module Content includes:

(i)            Importance of integration

Be able to meet business objectives, motivate staff, improve communication, enhance teamwork, provide support to other departments and service lines, provide information and deliver speedy and good service.

(ii)            Allocate work

Be able to prepare rotas, balance staff workloads and availability and identify and exploit staff skill sets.

(iii)         Communication skills

Be better able to motivate others, disseminate information, help to promote and sell products and services and foster inter department collaboration.

(iv)         Methods

Understand the importance of and be able to use hand books and other resources to ensure staff are kept informed and aware of issues.  Be able to lead individual and team briefings and be able to identify appropriate and effective methods of communication including email, memos, notice boards and departmental meetings.

(v)          Types of problems

Be able to identify and deal with disputes between staff, poor staff personal presentation and behaviour, absenteeism and punctuality, plus guest complaints and behaviour.

(vi)         Role

Understand the scope of your role, authority and area of responsibility within the organization including reporting to line managers, communicating with guests and being able to offer upgrades and/or complementary products.

(vii)        Factors

Identify, understand and be able to deal with factors affecting the organization, for example, busy periods for checkout and group check-ins, shortages of staff, over booking, late availability of rooms, equipment failures, unexpected situations like power failure and damage and refurbishments.

(viii)      Statistics

Be able to understand and exploit data, for example, average spend per guest, per room, departmental revenue, room occupancy, sleeper occupancy, average length of stay, forecasting and revenue per available room (“REV par”).

(ix)         Analyse data

Be able to understand and analyse spreadsheets, graphs, bar charts, report summaries etc to identify areas of strengths and weaknesses and areas for improvement.

(x)          Methods for collecting feedback

Understand the importance and relevance of feedback from questionnaires and web page reviews and directly from guests including mystery shoppers.

Module 2 – Supervise Customer Service

On completion of this module, learners will be able to:

• Understand how to develop good customer service within the organization.
• Supervise the delivery of good customer service within the organization.

Module Content includes:

(i)           Developing customer service provisions and protocols

This module includes the following topics:

• Supervision of customer service
• Customer service
• The role of a supervisor
• The importance of service provisions for a business
• Impacts of customer service
• Selling versus customer service

(ii)          Customer service provisions and organisational standards for monitoring effectiveness.

This module includes the following topics:

• Organisational standards
• Customer charter
• Key areas for inclusion
• Complaints procedure
• Service provisions for specific needs

(iii)         Monitoring and measuring customer service

This module includes the following topics:

• Key performance indicators
• Performance review/appraisal
• Customer feedback

(iv)         Dealing with unsatisfactory service provisions

This module includes the following topics:

• Immediate actions
• Long-term actions

(v)          Supervising customer service

This module includes the following topics:

• Achieving business objectives
• Developing and monitoring service standards
• Selling techniques
• Supervision for specific customer needs

(vi)         Monitoring and measuring customer service

This module includes the following topics:

• Establishing and sourcing data for analysis
• Monitoring and actioning service procedures

Module 3 – Principles of Supervising and Leading Teams

On completion of this unit, learners will be able to:

• Understand how to lead a team.
• Understand how to plan work and monitor performance.

Module Content includes:

• Introduction to the principles of supervising and leading teams
• Leadership principles
• Information for organisational objectives
• Communication methods
• Motivating teams
• Leadership styles
• Identifying weaknesses and strengths
• Planning work
• Timing
• Monitoring performance

Module 4 – Maintain accommodation services supplies

On completion of this module, learners will be able to:

• Understand and be able to maintain accommodation services supplies.

Module Content includes:

(i)         Managing accommodation services supplies

Topics covered include:

• Introduction in maintaining accommodation services supplies
• Principles of stock control
• Supplies in accommodation services
• Procedures for receiving supplies
• Dealing with suppliers and discrepancies

(ii)         Managing accommodation services supplies

Topics covered include:

• Purpose of managing accommodation services supplies
• Features to secure storage areas
• The importance of maintaining stock levels
• Stock management

(iii)         Procedures for issuing stock

Topics covered include:

• Requisition order and issue procedures
• Documentation to control the receiving process
• Stock records
• Stock control

(iv)         Costs and usage

Topics covered include:

• Determining costs of goods sold
• Issuing linen supplies
• Separating the types of supplies

Module 5 – Maintain a healthy, safe and secure working environment

On completion of this module, learners will be able to:

• Understand health, safety and security in the workplace.
• Monitor and maintain health, safety and security in the workplace.

Module Content includes:

• Introduction to maintaining a healthy, safe and secure work environment
• Importance of OH&S Management
• Supervisor’s responsibilities
• The importance of staff awareness
• Health, safety and security hazards
• Methods to assess risks
• Monitoring health, safety and security
• Minimising risks
• Causes of accidents
• Types and actions in case of emergencies
• Systems for hazard identification
• Risk assessment
• Dealing with OH&S procedure breaches
• Staff training

Module 6 – Resource management in accommodation services

On completion of this unit, learners will be able to:

• Understand how to control resources in accommodation services.
• Manage physical resources in accommodation services.
• Understand how to manage the deployment of human resources in accommodation services.

Module Content includes:

• Introduction to and importance of resource management in accommodation services
• Physical resources
• Budgets
• Financial records and documents
• Types and uses of suppliers
• Environmental considerations
• Computerised stock control systems
• Managing physical resources
• Records for resources
• Human resources
• Determining human resource needs
• Staffing and rostering
• The 3 E test
• Calculating staffing needs according to productivity levels and available data
• Staff retention
• Identifying training needs