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Hospitality Supervisor Fact Sheet 1 

Level: 3 Duration: 12 to 18 months

Occupational Profile
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. 

Entry criteria: Applicants will be assessed and interviewed to demonstrate that they have the ability to cover the range required by the apprenticeship standard, at work. In addition, the apprentices are expected to carry out initial assessments in English and Maths where they would be expected to ideally achieve Level 2 in both subject areas. If an apprentice has a GCSE in Maths and English or ICT at A*- C, they don’t need to complete functional skills as a part of the apprenticeship. 

Delivery Model: This apprenticeship standard can be delivered in a number of ways: 

  • At the employer site 
  • At the college campus 
  • It can be delivered to a cohort of learners or as one to one individual training 
  • The course is a roll on roll off programme which means that we can start this at any point in the year. 

Progression: Completing this apprenticeship programme with its transferable skills will enable progression into roles such as junior or supervisory managers across a range of sectors.

Additional information: There are no entry requirements to the apprenticeship but employers may run their own selection process. Apprentices without Level 2 English and Maths will need to achieve this level prior to completion of their Apprenticeship. 

Knowledge and Skills:

Business Awareness

You will know and understand:

  • Understand own role in motivating the team to work according to the business vision and values and to achieve business targets, always focussing on the importance of providing the best service for Customers
  • Understand the financial operations of hospitality businesses and know how to source and use financial information relating to own area of work
  • Understand how own business area interacts with others and the organisation as a whole
  • Know the standard business operating procedures
  • Understand how to identify, plan for and minimise risks to the business and service
  • Understand how a variety of technologies support the delivery of hospitality products and services

You will be able to:

  • Contribute to and monitor operational procedures, working practices and team performance and make recommendations for business improvements
  • Operate within budget, exercising strict resource control and minimising wastage, using appropriate techniques to manage and control costs
  • Supervise the delivery of a quality service that supports the department in achieving overall business objectives
  • Monitor the team to ensure they follow processes and procedures in line with business / brand standards at all times
  • Identify and isolate matters of concern, establish the cause and intervene accordingly to minimise disruption to the service and risk to people
  • Use available technology effectively in all work activities and performance

People

You will know and understand:

  • Understand how to effectively organise and coordinate a team to provide required levels of service to meet customer demand
  • Understand how to work with hospitality team members to achieve targets and support business objectives
  • Know how to select the best methods of communication to motivate and support team members in a hospitality environment
  • Identify the knowledge and skills required of hospitality teams; know how own team fits within the wider business and how to maximise team members’ potential to drive the best results for the business

You will be able to:

  • Plan, resource and organise the team to meet expected levels of customer demand within business constraints
  • Set realistic but challenging objectives with the team and work continuously to accomplish the best results
  • Demonstrate effective methods of communication that achieve the desired results, taking action to correct poor communication within the team
  • Actively support team members to maximise potential in their role and identify opportunities for development

Customers

You will know and understand:

  • Understand the importance of customer profiles, how to build them and understand how this enables the business to meet their needs profitably and in line with business/brand standards
  • Know the marketing and sales activities of the business and how to support them to achieve the desired outcome
  • Understand the requirements of the product and brand standards of the business

You will be able to:

  • Coordinate the team to deliver to customers according to their needs in line with business / brand standards, enhancing their experience where appropriate

  • Implement sales and marketing strategies in own area, ensuring team are fully supported to deliver them. Make suggestions for future sales and marketing activities within area of responsibility

  • Implement sales and marketing strategies in own area, ensuring team are fully supported to deliver them. Make suggestions for future sales and marketing activities within area of responsibility

Leadership

You will know and understand:

  • Identify the different leadership styles and supervisory management skills which are effective in hospitality businesses

  • Understand how to work fairly with individuals that have diverse needs

You will be able to:

  • Use leadership styles and supervisory management skills appropriate to the business and situation
  • Ensure team members are aware of and follow policy relating to diversity

Behaviour:

Business

What is required:

  • Demonstrate a personal drive to achieve the business values, vision and objectives
  • Operate astutely and credibly on all matters that affect business finance
  • Operate with a quality focus to achieve the best for the business
  • Positively support the benefits of working within standard business operating procedures
  • Be solution focussed and remain calm under pressure, adopting a constructive attitude to dealing with problems and driving a positive outcome
  • Champion the responsible use of technology

People

What is required:

  • Contribute to the review process, being aware of the individual needs of the team
  • Encourage team to demonstrate personal pride in their role through a consistently positive and professional approach 
  • Strive to continuously improve the effectiveness of personal communications
  • Encourage team members to see the importance of their role within the wider business and opportunities for development

Customers

What is required:

  • Proactively encourage a customer centric culture
  • Be proactive in supporting sales and marketing activities 
  • Demonstrate a belief in the brand and product the business offers

Uses Systems and Processes

What is required:

  • Lead by example to maximise performance 
  • Act as a role model operating in an empathic, fair and consistent professional manner

Hospitality Supervisors must select one of the following specialist functions:

  • Food and beverage supervisor
  • Bar supervisor
  • Housekeeping supervisor 
  • Front office supervisor
  • Hospitality supervisor
  • Events supervisor

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