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Specification
Edexcel Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF)
For first registration April 2011
Edexcel NVQ/competence-based qualifications
N025941 – Specification – Edexcel Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF) – Issue 1 – July 2011 © Pearson Education Limited 2011
13
Unit 1: Set Objectives and Provide Support for Team Members
Unit code: HSL1
Unit reference number: M/600/9600
QCF level: 3
Credit value: 5
Guided learning hours: 35
Unit summary
This unit is about providing direction to hospitality staff and motivating and supporting them to achieve the objectives of the team as well as their personal work objectives.
Assessment methodology
This unit is assessed in the workplace or in conditions resembling the workplace. Learners can enter the types of evidence they are presenting for assessment and the submission date against each assessment criterion. Alternatively, centre documentation should be used to record this information.
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
14
Lear
nin
g ou
tcom
es a
nd a
sses
smen
t cr
iter
ia
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
1
Be
able
to c
om
munic
ate
a te
am’s
purp
ose
and
obje
ctiv
es t
o t
he
team
m
ember
s
1.1
D
escr
ibe
the
purp
ose
of a
team
1.2
Set
tea
m o
bje
ctiv
es w
ith its
mem
ber
s w
hic
h a
re
SM
ART (
Spec
ific
, M
easu
rable
, Ach
ieva
ble
, Rea
listic
and T
ime-
bound)
1.3
Com
munic
ate
the
team
’s p
urp
ose
and o
bje
ctiv
es t
o
its
mem
ber
s
2
Be
able
to d
evel
op a
pla
n
with t
eam
mem
ber
s sh
ow
ing h
ow
tea
m
obje
ctiv
es w
ill b
e m
et
2.1
D
iscu
ss w
ith t
eam
mem
ber
s how
tea
m o
bje
ctiv
es
will
be
met
2.2
Ensu
re t
eam
mem
ber
s part
icip
ate
in t
he
pla
nnin
g
pro
cess
and t
hin
k cr
eative
ly
2.3
D
evel
op p
lans
to m
eet
team
obje
ctiv
es
2.4
Set
SM
ART p
erso
nal
work
obje
ctiv
es w
ith t
eam
m
ember
s
3
Be
able
to s
upport
tea
m
mem
ber
s id
entify
ing
opport
unitie
s an
d
pro
vidin
g s
upport
3.1
Id
entify
opport
unitie
s an
d d
ifficu
ltie
s fa
ced b
y te
am
m
ember
s
3.2
D
iscu
ss iden
tified
opport
unitie
s an
d d
ifficu
ltie
s w
ith
team
mem
ber
s
3.3
Pr
ovi
de
advi
ce a
nd s
upport
to t
eam
mem
ber
s to
ove
rcom
e id
entified
difficu
ltie
s and c
halle
nges
3.4
Pr
ovi
de
advi
ce a
nd s
upport
to t
eam
mem
ber
s to
m
ake
the
most
of id
entified
opport
unitie
s
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
15
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
4
Be
able
to m
onitor
and
eval
uat
e pro
gre
ss a
nd
reco
gnis
e in
div
idual
and
team
ach
ieve
men
t
4.1
M
onitor
and e
valu
ate
indiv
idual an
d t
eam
act
ivitie
s an
d p
rogre
ss
4.2
Pro
vide
reco
gnitio
n w
hen
indiv
idual
and t
eam
obje
ctiv
es h
ave
bee
n a
chie
ved
Lear
ner
nam
e:__________________________________________
D
ate:
___________________________
Lear
ner
sig
nat
ure
:_______________________________________
D
ate:
___________________________
Ass
esso
r si
gnat
ure
:______________________________________
D
ate:
___________________________
Inte
rnal
ver
ifie
r si
gnatu
re:
________________________________
(i
f sa
mple
d)
Dat
e:___________________________
N025941 – Specification – Edexcel Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF) – Issue 1 – July 2011 © Pearson Education Limited 2011
17
Unit 2: Develop Working Relationships with Colleagues
Unit code: HSL2
Unit reference number: H/600/9660
QCF level: 2
Credit value: 3
Guided learning hours: 15
Unit summary
This unit is about developing working relationships with colleagues, within your own organisation and within other organisations, that are productive in terms of supporting and delivering your work and that of the overall organisation. ‘Colleagues’ are any people you are expected to work with, whether they are at a similar position or in other positions.
Assessment methodology
This unit is assessed in the workplace or in conditions resembling the workplace. Learners can enter the types of evidence they are presenting for assessment and the submission date against each assessment criterion. Alternatively, centre documentation should be used to record this information.
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
18
Lear
nin
g ou
tcom
es a
nd a
sses
smen
t cr
iter
ia
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
1
Under
stan
d t
he
ben
efits
of
work
ing w
ith c
olle
agues
1.1
D
escr
ibe
the
ben
efits
of pro
duct
ive
work
ing
rela
tionsh
ips
2
Be
able
to e
stab
lish
work
ing r
elat
ionsh
ips
with
colle
agues
2.1
Id
entify
colle
agues
within
ow
n a
nd o
ther
org
anis
atio
ns
2.2
Agre
e th
e ro
les
and r
esponsi
bili
ties
for
colle
agues
3
Be
able
to a
ct in a
pro
fess
ional
and r
espec
tful
man
ner
when
work
ing
with c
olle
agues
3.1
Exp
lain
how
to d
ispla
y beh
avi
our
that
show
s pro
fess
ional
ism
4
Be
able
to c
om
munic
ate
with c
olle
agues
4.1
Id
entify
info
rmat
ion t
o o
ther
s cl
early
and c
onci
sely
4.2
Exp
lain
how
to r
ecei
ve a
nd c
larify
ow
n
under
stan
din
g o
f in
form
atio
n
5
Be
able
to iden
tify
pote
ntial
work
-rel
ated
difficu
ltie
s an
d e
xplo
re
solu
tions
5.1
Id
entify
pote
ntial
work
-rel
ated
difficu
ltie
s and
conflic
ts o
f in
tere
st
5.2
Exp
lain
how
to r
esolv
e id
entified
pote
ntial
difficu
ltie
s
Lear
ner
nam
e:__________________________________________
D
ate:
___________________________
Lear
ner
sig
nat
ure
:_______________________________________
D
ate:
___________________________
Ass
esso
r si
gnat
ure
:______________________________________
D
ate:
___________________________
Inte
rnal
ver
ifie
r si
gnatu
re:
________________________________
(i
f sa
mple
d)
Dat
e:___________________________
N025941 – Specification – Edexcel Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF) – Issue 1 – July 2011 © Pearson Education Limited 2011
19
Unit 3: Contribute to the Control of Resources
Unit code: HSL3
Unit reference number: T/502/9532
QCF level: 3
Credit value: 4
Guided learning hours: 30
Unit summary
This unit is about ensuring that you and staff you are responsible for use resources effectively and efficiently, without undue waste. It covers obtaining supplies, checking equipment, monitoring the use of resources and keeping records.
Assessment methodology
This unit is assessed in the workplace or in conditions resembling the workplace. Learners can enter the types of evidence they are presenting for assessment and the submission date against each assessment criterion. Alternatively, centre documentation should be used to record this information.
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
20
Lear
nin
g ou
tcom
es a
nd a
sses
smen
t cr
iter
ia
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
1
Be
able
to c
ontr
ibute
to
the
contr
ol of re
sourc
es
1.1
Id
entify
the
reso
urc
es n
eeded
fro
m t
hose
ava
ilable
1.2
Fo
llow
org
anis
atio
nal
pro
cedure
s fo
r obta
inin
g
additio
nal
res
ourc
es
1.3
Fo
llow
org
anis
atio
nal
pro
cedure
s w
hen
dea
ling w
ith
any
pro
ble
ms
in o
bta
inin
g r
esourc
es
1.4
U
pdat
e re
leva
nt
peo
ple
within
the
org
anis
atio
n
when
dea
ling w
ith a
ny
pro
ble
ms
in o
bta
inin
g
reso
urc
es
1.5
D
eter
min
e th
e qual
ity,
quan
tity
and s
uitabili
ty o
f re
sourc
es n
eedin
g t
o b
e use
d
1.6
Ensu
re t
hat
equip
men
t an
d m
ater
ials
are
corr
ectly
store
d a
nd m
ainta
ined
1.7
Enco
ura
ge
colle
agues
to m
ake
effic
ient
use
of
reso
urc
es
1.8
M
onitor
the
use
of re
sourc
es in o
wn a
rea
of
resp
onsi
bili
ty
1.9
Contr
ibute
to t
he
effe
ctiv
e an
d e
ffic
ient
use
of
reso
urc
es in lin
e w
ith o
rgan
isat
ional
and leg
al
requirem
ents
1.1
0
Mai
nta
in a
ccura
te r
ecord
s about
reso
urc
es in lin
e w
ith o
rgan
isat
ional
req
uirem
ents
1.1
1
Propose
way
s of
maki
ng b
ette
r use
of
reso
urc
es
follo
win
g o
rgan
isational
req
uirem
ents
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
21
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
2
Under
stan
d fact
ors
af
fect
ing t
he
use
of
reso
urc
es
2.1
Id
entify
the
reso
urc
es t
hat
are
use
d in o
wn a
rea o
f re
sponsi
bili
ty
2.2
Exp
lain
how
to c
hec
k th
e re
sourc
es t
hat
are
re
quired
for
the
work
nee
din
g t
o b
e ca
rrie
d o
ut
2.3
Exp
lain
how
to e
nsu
re r
esourc
es a
re s
uitable
for
the
work
that
nee
ds
to b
e ca
rrie
d o
ut
2.4
D
escr
ibe
norm
al c
onsu
mption lev
els
for
reso
urc
es
in o
wn a
rea
of re
sponsi
bili
ty
2.5
Id
entify
the
appro
xim
ate
cost
s of th
e re
sourc
es
use
d in o
wn a
rea o
f re
sponsi
bili
ty
2.6
Exp
lain
how
res
ourc
e co
sts
affe
ct t
he
org
anis
atio
n’s
finan
cial
tar
get
s
2.7
Exp
lain
the
import
ance
of w
ork
ing w
ithin
agre
ed
spen
din
g lim
its
2.8
D
escr
ibe
the
pro
cedure
s th
at n
eed t
o b
e fo
llow
ed
when
it
is n
eces
sary
to g
o b
eyond a
gre
ed s
pen
din
g
limits
2.9
Exp
lain
the
import
ance
of
get
ting m
anag
emen
t ap
pro
val w
hen
nee
din
g t
o g
o b
eyond a
gre
ed
spen
din
g lim
its
2.1
0
Iden
tify
the
org
anis
ation’s
reg
ula
r su
pplie
rs
2.1
1
Iden
tify
who w
ithin
the
org
anis
atio
n is
resp
onsi
ble
fo
r ord
erin
g s
upplie
s
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
22
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
3
Under
stan
d h
ow
to
contr
ibute
to t
he
contr
ol
of re
sourc
es
3.1
D
escr
ibe
the
appro
priat
e lif
ting a
nd h
andlin
g
met
hods
and t
echniq
ues
for
movi
ng r
esourc
es in
ow
n a
rea o
f re
sponsi
bili
ty
3.2
D
escr
ibe
the
hea
lth a
nd s
afe
ty r
equirem
ents
for
the
reso
urc
es u
sed in o
wn a
rea o
f re
sponsi
bili
ty
3.3
Exp
lain
the
envi
ronm
enta
l im
pac
t so
me
reso
urc
es
can h
ave
on t
he
envi
ronm
ent
3.4
D
escr
ibe
the
org
anis
atio
n’s
polic
ies
and p
roce
dure
s fo
r:
–
obta
inin
g r
esourc
es
–
usi
ng r
esourc
es
–
contr
olli
ng w
aste
–
recy
clin
g
3.5
Exp
lain
how
to m
onitor
the
use
of re
sourc
es
3.6
O
utlin
e how
res
ourc
es s
hould
be
store
d
3.7
Exp
lain
the
import
ance
of
keep
ing w
aste
to a
m
inim
um
3.8
Exp
lain
how
to k
eep w
aste
to a
min
imum
3.9
Exp
lain
how
to e
nco
ura
ge
effici
ent
use
of re
sourc
es
to b
enef
it t
he
org
anis
atio
n a
nd t
he
envi
ronm
ent
3.1
0
Exp
lain
how
to e
nsu
re r
esourc
es a
re h
andle
d a
nd
store
d in lin
e w
ith o
rgan
isat
ional
req
uirem
ents
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
23
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
3.1
1
Exp
lain
how
to p
rese
nt
reco
mm
endat
ions
to
impro
ve t
he
use
of re
sourc
es
3.1
2
Exp
lain
the
adva
nta
ges
of usi
ng c
om
pute
rise
d s
tock
co
ntr
ol sy
stem
s
Lear
ner
nam
e:__________________________________________
D
ate:
___________________________
Lear
ner
sig
nat
ure
:_______________________________________
D
ate:
___________________________
Ass
esso
r si
gnat
ure
:______________________________________
D
ate:
___________________________
Inte
rnal
ver
ifie
r si
gnatu
re:
________________________________
(i
f sa
mple
d)
Dat
e:___________________________
N025941 – Specification – Edexcel Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF) – Issue 1 – July 2011 © Pearson Education Limited 2011
24
Assessment requirements/evidence requirements
Evidence for learning outcome 1 must come from the candidate’s work in a hospitality workplace when managing the resources under their control. Resources should include: equipment, supplies and people.
There must be sufficient evidence for the assessor to judge that the candidate can achieve the learning outcomes and assessment criteria on a consistent basis.
Learning outcomes Examples of assessment methods
Examples of evidence
1 Be able to contribute to the control of resources
Observation
Products of work
Witness testimony
Professional discussion
Candidate statement
Observation sheets
Order forms
Emails and other correspondence
Store records
Maintenance records
Work plans
Witness statements
Records of professional discussion
2 Understand factors affecting the use of resources
Oral questions
Written questions
Project
Reflective account
Professional discussion
Inferring knowledge and understanding
Records of oral questioning
Question/answer sheets
Project
Reflective account
Cross-reference to learning outcome 1
3 Understand how to contribute to the control of resources
Oral questions
Written questions
Project
Reflective account
Professional discussion
Inferring knowledge and understanding
Records of oral questioning
Question/answer sheets
Project
Reflective account
Cross-reference to learning outcome 1
N025941 – Specification – Edexcel Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF) – Issue 1 – July 2011 © Pearson Education Limited 2011
25
Should evidence for the following contingency assessment criteria not occur during the period of assessment, alternative assessment methods may be used.
Contingencies Alternative assessment methods
Examples of evidence
1.3 Follow organisational procedures when dealing with any problems in obtaining resources
Oral questions
Written questions
Professional discussion
Records of oral questioning
Question/answer sheets
Records of professional discussion
1.4 Update relevant people within the organisation when dealing with any problems in obtaining resources
Oral questions
Written questions
Professional discussion
Records of oral questioning
Question/answer sheets
Records of professional discussion
N025941 – Specification – Edexcel Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF) – Issue 1 – July 2011 © Pearson Education Limited 2011
27
Unit 4: Maintain the Health, Hygiene, Safety and Security of the Working Environment
Unit code: HSL4
Unit reference number: Y/502/9569
QCF level: 3
Credit value: 4
Guided learning hours: 27
Unit summary
This unit is about maintaining health, hygiene, safety and security standards relevant to your area of responsibility. The maintenance of these standards is essential in protecting staff and customers from harm.
Assessment methodology
This unit is assessed in the workplace or in conditions resembling the workplace. Learners can enter the types of evidence they are presenting for assessment and the submission date against each assessment criterion. Alternatively, centre documentation should be used to record this information.
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
28
Lear
nin
g ou
tcom
es a
nd a
sses
smen
t cr
iter
ia
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
1
Be
able
to m
ainta
in t
he
hea
lth,
hyg
iene,
saf
ety
and s
ecurity
of th
e w
ork
ing e
nvi
ronm
ent
1.1
O
bta
in info
rmat
ion o
n t
he
hea
lth,
hyg
iene,
saf
ety
and s
ecurity
pro
cedure
s in
ow
n a
rea
of
resp
onsi
bili
ty
1.2
Ensu
re c
olle
agues
have
rel
evan
t in
form
ation o
n t
he
hea
lth,
hyg
iene,
saf
ety
and s
ecurity
iss
ues
within
ow
n a
rea o
f re
sponsi
bili
ty
1.3
In
form
colle
agues
about
the
import
ance
of
follo
win
g h
ealth,
hyg
iene,
safe
ty a
nd s
ecurity
pro
cedure
s
1.4
Chec
k th
at c
olle
agues
follo
w t
he
hea
lth,
hyg
iene,
sa
fety
and s
ecurity
pro
cedure
s in
ow
n a
rea
of
resp
onsi
bili
ty
1.5
M
onitor
ow
n a
rea o
f re
sponsi
bili
ty f
or
risk
s to
hea
lth,
hyg
iene,
saf
ety
and s
ecurity
1.6
D
eal w
ith r
isks
and a
ccid
ents
pro
mptly,
follo
win
g
org
anis
atio
nal
and leg
al r
equirem
ents
for
safe
guar
din
g c
ust
om
ers
and s
taff
1.7
Fo
llow
org
anis
atio
nal
pro
cedure
s w
hen
rec
ord
ing o
r re
port
ing r
isks
and a
ny
hea
lth,
hyg
iene,
saf
ety
or
secu
rity
act
ion t
aken
1.8
Pa
ss o
n info
rmat
ion a
bout
how
hea
lth,
hyg
iene,
sa
fety
or
secu
rity
pro
cedure
s are
work
ing
1.9
Rec
om
men
d im
pro
vem
ents
for
hea
lth,
hyg
iene,
sa
fety
or
secu
rity
pro
cedure
s
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
29
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
2
Under
stan
d t
he
import
ance
of m
ain
tain
ing
the
hea
lth,
hyg
iene,
saf
ety
and s
ecurity
of th
e w
ork
ing e
nvi
ronm
ent
2.1
Id
entify
the
stat
uto
ry a
uth
orities
that
enfo
rce
the
hea
lth,
hyg
iene
and s
afet
y la
ws
and r
egula
tions
2.2
Exp
lain
the
implic
atio
ns
of
bre
akin
g t
he
law
on
hea
lth,
hyg
iene
and s
afet
y fo
r
–
indiv
idual
s
–
org
anis
atio
n
2.3
D
escr
ibe
the
mai
n a
reas
of hea
lth,
hyg
iene
and
safe
ty law
s an
d r
egula
tions
for
ow
n a
rea o
f re
sponsi
bili
ty
2.4
D
escr
ibe
the
org
anis
atio
n’s
hea
lth,
hyg
iene,
saf
ety
and s
ecurity
pro
cedure
s fo
r ow
n a
rea o
f re
sponsi
bili
ty
2.5
D
escr
ibe
ow
n r
esponsi
bili
ties
for
hea
lth,
hyg
iene,
sa
fety
, an
d s
ecuri
ty
2.6
Exp
lain
the
import
ance
of
mak
ing s
ure
per
man
ent
and t
empora
ry s
taff a
re a
war
e of re
leva
nt
pro
cedure
s
2.7
Exp
lain
how
to c
om
munic
ate
with c
olle
agues
on
issu
es r
elating t
o h
ealth,
hyg
iene,
saf
ety,
and
secu
rity
2.8
Id
entify
the
per
son r
esponsi
ble
in t
he
org
anis
atio
n
for
firs
t ai
d,
hea
lth,
hyg
iene,
safe
ty a
nd s
ecurity
an
d t
hei
r re
sponsi
bili
ties
2.9
Exp
lain
the
org
anis
ation’s
em
ergen
cy p
roce
dure
s
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
30
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
2.1
0
Des
crib
e th
e ev
acu
atio
n p
roce
dure
s th
at r
elat
e to
ow
n a
rea o
f re
sponsi
bili
ty
2.1
1
Des
crib
e th
e pro
cedure
s th
at s
hould
be
follo
wed
w
hen
rec
ord
ing a
nd s
toring info
rmat
ion a
bout
hea
lth,
hyg
iene,
saf
ety
and s
ecurity
2.1
2
Des
crib
e th
e pro
cedure
s th
at s
hould
be
follo
wed
w
hen
maki
ng r
ecom
men
dat
ions
about
hea
lth,
hyg
iene,
saf
ety
and s
ecurity
2.1
3
Iden
tify
who t
o m
ake
rec
om
men
dat
ions
to
regar
din
g h
ealth,
hyg
iene,
saf
ety
and s
ecurity
3
Under
stan
d h
ow
to
mai
nta
in t
he
hea
lth,
hyg
iene,
saf
ety
and
secu
rity
of
the
work
ing
envi
ronm
ent
3.1
Id
entify
info
rmat
ion a
bout
hea
lth,
hyg
iene,
saf
ety
and s
ecurity
that
should
be
reco
rded
and s
tore
d
3.2
Id
entify
oth
er p
eople
and o
rgan
isat
ions
who n
eed
to h
ave
acce
ss t
o info
rmat
ion a
bout
hea
lth,
hyg
iene,
saf
ety
and s
ecurity
3.3
Id
entify
the
info
rmation o
n h
ealth,
hyg
iene,
saf
ety
and s
ecurity
that
exte
rnal
auth
orities
may
nee
d t
o
acce
ss
3.4
Id
entify
the
pote
ntial hea
lth,
hyg
iene,
saf
ety
and
secu
rity
haza
rds
that
exi
st,
or
may
exi
st,
in o
wn
area
of
resp
onsi
bili
ty
3.5
Exp
lain
how
to m
onitor
ow
n a
rea
of
resp
onsi
bili
ty t
o
ensu
re m
ain
tenan
ce o
f hea
lth,
hyg
iene,
saf
ety
and
secu
rity
of
emplo
yees
, cu
stom
ers
and o
ther
m
ember
s of th
e public
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
31
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
3.6
Id
entify
how
fre
quen
tly
hea
lth,
hyg
iene,
saf
ety
and
secu
rity
insp
ections
should
be
carr
ied o
ut
3.7
Exp
lain
how
to a
sses
s th
e pote
ntial
ris
ks a
ssoci
ate
d
with t
he
typic
al h
ealth,
hyg
iene,
saf
ety
and s
ecurity
haz
ards
in o
wn a
rea o
f re
sponsi
bili
ty
3.8
Exp
lain
how
to e
limin
ate
or
min
imis
e th
e ri
sk
asso
ciate
d w
ith p
ote
ntial
hea
lth,
hyg
iene,
saf
ety
and s
ecurity
haz
ard
s
3.9
Exp
lain
the
limits
of
ow
n a
uth
ority
when
dea
ling
with r
isks
and h
azar
ds
3.1
0
Exp
lain
the
pro
cedure
s to
dea
l w
ith fau
lts
of
equip
men
t in
ow
n a
rea
of re
sponsi
bili
ty
3.1
1
Exp
lain
how
to d
evel
op c
ontingen
cy p
lans
to r
educe
th
e im
pac
t of an
y hea
lth,
hyg
iene,
saf
ety
and
secu
rity
pro
ble
ms
that
occ
ur
3.1
2
Exp
lain
the
pro
cedure
to follo
w in t
he
even
t of an
em
ergen
cy,
incl
udin
g:
–
bom
b a
lert
–
fire
Lear
ner
nam
e:__________________________________________
D
ate:
___________________________
Lear
ner
sig
nat
ure
:_______________________________________
D
ate:
___________________________
Ass
esso
r si
gnat
ure
:______________________________________
D
ate:
___________________________
Inte
rnal
ver
ifie
r si
gnatu
re:
________________________________
(i
f sa
mple
d)
Dat
e:___________________________
N025941 – Specification – Edexcel Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF) – Issue 1 – July 2011 © Pearson Education Limited 2011
32
Assessment requirements/evidence requirements
Evidence for learning outcome 1 must come from the candidate’s work in a hospitality workplace when maintaining health, hygiene, safety and security in their area of responsibility.
There must be sufficient evidence for the assessor to judge that the candidate can achieve the learning outcomes and assessment criteria on a consistent basis.
Learning outcomes Examples of assessment methods
Examples of evidence
1 Be able to maintain the health, hygiene, safety and security of the working environment
Observation
Products of work
Witness testimony
Professional discussion
Candidate statement
Observation sheets
Videos
Information held by the candidate on health, hygiene, safety and security
Team briefing notes
Notes of meetings with line manager
Risk assessments
Emails and other correspondence
Displayed notices and posters covering health, hygiene, safety and security
Witness statements
Records of professional discussion
2 Understand the importance of maintaining the health, hygiene, safety and security of the working environment
Oral questions
Written questions
Project
Reflective account
Professional discussion
Records of oral questioning
Question/answer sheets
Project
Reflective account
Records of professional discussion
Cross-reference to learning outcome 1
N025941 – Specification – Edexcel Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF) – Issue 1 – July 2011 © Pearson Education Limited 2011
33
Learning outcomes Examples of assessment methods
Examples of evidence
3 Understand how to maintain the health, hygiene, safety and security of the working environment
Oral questions
Written questions
Project
Reflective account
Professional discussion
Records of oral questioning
Question/answer sheets
Project
Reflective account
Records of professional discussion
Cross-reference to learning outcome 1
Should evidence for the following contingency assessment criteria not occur during the period of assessment, alternative assessment methods may be used.
Contingencies Alternative assessment methods
Examples of evidence
1.6 Deal with risks and accidents promptly, following organisational and legal requirements for safeguarding customers and staff
Simulation
Oral questions
Written questions
Professional discussion
Observation sheet
Video
Question/answer sheets
Records of professional discussion
1.7 Follow organisational procedures when recording or reporting risks and any health, hygiene, safety or security action taken
Simulation
Oral questions
Written questions
Professional discussion
Observation sheet
Video
Question/answer sheets
Records of professional discussion
N025941 – Specification – Edexcel Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF) – Issue 1 – July 2011 © Pearson Education Limited 2011
35
Unit 5: Lead a Team to Improve Customer Service
Unit code: HSL5
Unit reference number: H/601/1568
QCF level: 3
Credit value: 7
Guided learning hours: 47
Unit summary
This unit is about looking at both your organisation and your staffing resources and bringing these together in a constructive way to improve overall customer service.
You need to give support and guidance to your team to encourage them to improve their customer service delivery. It is about having a passion for customer service and sharing this enthusiasm with your colleagues and staff team. It is about leading by example.
Assessment methodology
This unit is assessed in the workplace or in conditions resembling the workplace. Learners can enter the types of evidence they are presenting for assessment and the submission date against each assessment criterion. Alternatively, centre documentation should be used to record this information.
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
36
Lear
nin
g ou
tcom
es a
nd a
sses
smen
t cr
iter
ia
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
1
Be
able
to p
lan a
nd
org
anis
e th
e w
ork
of
a te
am
1.1
Tre
at t
eam
mem
ber
s w
ith r
espec
t at
all tim
es
1.2
Agre
e w
ith t
eam
mem
ber
s th
eir
role
in d
eliv
erin
g
effe
ctiv
e cu
stom
er s
ervi
ce
1.3
In
volv
e te
am m
ember
s in
pla
nnin
g a
nd o
rgan
isin
g
thei
r cu
stom
er s
ervi
ce w
ork
1.4
Allo
cate
work
whic
h t
akes
full
acc
ount
of te
am
mem
ber
s’ c
ust
om
er s
ervi
ce s
kills
and t
he
obje
ctiv
es
of th
e org
anis
atio
n
1.5
M
otiva
te t
eam
mem
ber
s to
work
toget
her
to r
aise
th
eir
cust
om
er s
ervi
ce p
erfo
rmance
2
Be
able
to p
rovi
de
support
fo
r te
am m
ember
s 2.1
Chec
k th
at t
eam
mem
ber
s under
stan
d w
hat
they
hav
e to
do t
o im
pro
ve t
hei
r w
ork
with c
ust
om
ers
and w
hy
that
is
import
ant
2.2
Chec
k w
ith t
eam
mem
ber
s w
hat
support
they
fee
l th
ey m
ay n
eed t
hro
ughout
this
pro
cess
2.3
Pr
ovi
de
team
mem
ber
s w
ith s
upport
and d
irec
tion
when
they
nee
d h
elp
2.4
Enco
ura
ge
team
mem
ber
s to
work
toget
her
to
impro
ve c
ust
om
er s
ervi
ce
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
37
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
3
Be
able
to r
evie
w
per
form
ance
of
team
m
ember
s
3.1
Pr
ovi
de
sensi
tive
fee
dbac
k to
tea
m m
ember
s ab
out
thei
r cu
stom
er s
ervi
ce p
erfo
rmance
3.2
Enco
ura
ge
team
mem
ber
s to
dis
cuss
thei
r cu
stom
er
serv
ice
per
form
ance
3.3
D
iscu
ss s
ensi
tive
ly w
ith t
eam
mem
ber
s act
ion t
hey
nee
d t
o t
ake
to c
ontinue
to im
pro
ve t
hei
r cu
stom
er
serv
ice
per
form
ance
4
Under
stan
d h
ow
to lea
d a
te
am t
o im
pro
ve c
ust
om
er
serv
ice
4.1
Des
crib
e th
e ro
les
and r
esponsi
bili
ties
of
thei
r te
am
mem
ber
s an
d w
her
e th
e te
am m
ember
s fit
in t
he
ove
rall
stru
cture
of th
e org
anis
atio
n
4.2
Exp
lain
how
tea
m a
nd indiv
idual per
form
ance
can
af
fect
the
achie
vem
ent
of org
anis
atio
nal
obje
ctiv
es
4.3
Exp
lain
the
implic
atio
ns
of
failu
re t
o im
pro
ve
cust
om
er s
ervi
ce f
or
thei
r te
am m
ember
s an
d t
hei
r org
anis
atio
n
4.4
Des
crib
e how
to p
lan w
ork
act
ivitie
s
4.5
Exp
lain
how
to p
rese
nt
pla
ns
to o
ther
s to
gai
n
under
stan
din
g a
nd c
om
mitm
ent
4.6
Exp
lain
how
to f
acili
tate
mee
tings
to e
nco
ura
ge
fran
k an
d o
pen
dis
cuss
ion
4.7
Exp
lain
how
to invo
lve
and m
otiva
te s
taff t
o
enco
ura
ge
team
work
4.8
Des
crib
e how
to r
ecognis
e an
d d
eal se
nsi
tive
ly w
ith
issu
es o
f under
per
form
ance
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
38
Lear
ner
nam
e:__________________________________________
D
ate:
___________________________
Lear
ner
sig
nat
ure
:_______________________________________
D
ate:
___________________________
Ass
esso
r si
gnat
ure
:______________________________________
D
ate:
___________________________
Inte
rnal
ver
ifie
r si
gnatu
re:
________________________________
(i
f sa
mple
d)
Dat
e:___________________________
N025941 – Specification – Edexcel Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF) – Issue 1 – July 2011 © Pearson Education Limited 2011
39
Unit 6: Supervise Drink Services
Unit code: HSL11
Unit reference number: F/502/9565
QCF level: 3
Credit value: 4
Guided learning hours: 30
Unit summary
This unit is about supervising the preparation and delivery of the drink service. It is about enabling a friendly, hygienic and efficient service in relaxed, safe surroundings, ensuring that the law is fully complied with and that customer behaviour problems are dealt with quickly and correctly.
Assessment methodology
This unit is assessed in the workplace or in conditions resembling the workplace. Learners can enter the types of evidence they are presenting for assessment and the submission date against each assessment criterion. Alternatively, centre documentation should be used to record this information.
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
40
Lear
nin
g ou
tcom
es a
nd a
sses
smen
t cr
iter
ia
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
1
Be
able
to s
uper
vise
drinks
ser
vice
s 1.1
Ensu
re s
taff
have
the
skill
s, k
now
ledge
and
reso
urc
es t
o c
arry
out
thei
r re
sponsi
bili
ties
1.2
Agre
e pro
cedure
s fo
r st
aff to
follo
w w
hen
pre
par
ing
and r
esto
ckin
g t
he
drink
serv
ice
area
1.3
Ensu
re t
hat
the
attr
act
iven
ess
and c
om
fort
of
drinki
ng a
reas
mee
t cu
stom
er n
eeds
and
expec
tations
1.4
Li
aise
with o
ther
rel
evan
t peo
ple
and d
epar
tmen
ts
to e
nsu
re t
he
del
iver
y of an
effec
tive
drinks
ser
vice
1.5
Car
ry o
ut
pre
par
ations
in g
ood t
ime
to a
llow
the
sched
ule
d d
rink
serv
ice
to b
e pro
vided
1.6
Ensu
re s
pec
ifie
d s
tandar
ds
and p
roce
dure
s fo
r th
e se
rvic
e of
pro
duct
s are
main
tain
ed
1.7
Ensu
re t
he
drink
serv
ice
com
plie
s w
ith s
oci
al
resp
onsi
bili
ty p
ract
ices
and r
elev
ant
legis
lation
1.8
Confirm
that
com
munic
atio
n w
ith c
ust
om
ers
by
all
staf
f ta
kes
pla
ce in a
man
ner
that
is
appro
priat
e to
th
em a
nd t
he
situ
atio
n
1.9
M
ainta
in t
he
com
fort
and w
ellb
eing o
f oth
er
cust
om
ers
and loca
l re
siden
ts w
hen
carr
ying o
ut
activi
ties
1.1
0
Dea
l w
ith a
ny
pro
ble
ms
pro
mptly
and e
ffec
tive
ly
when
monitoring d
rink
serv
ice
are
as
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
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Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
41
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
2
Under
stan
d t
he
requirem
ents
that
nee
d t
o
be
met
when
super
visi
ng
drink
serv
ices
2.1
Sta
te w
her
e to
fin
d info
rmation a
bout
licen
sing
legis
lation
2.2
D
escr
ibe
the
basi
c le
gal
req
uirem
ents
that
aff
ect
the
drink
serv
ice
and h
ow
to im
ple
men
t th
ese
in
rela
tion t
o:
–
per
mitte
d h
ours
–
closi
ng t
ime
–
licen
ces
–
resi
den
ts a
nd n
on-r
esid
ents
–
din
ers
and n
on-d
iner
s
–
young p
erso
ns,
ser
vice
and e
mplo
ymen
t
–
right
to e
ject
and d
uty
to r
efuse
ser
vice
–
gam
ing,
bet
ting a
nd lott
erie
s
–
public
ente
rtai
nm
ent
–
wei
ghts
and m
easu
res
–
price
lis
ts,
notice
s an
d p
aym
ent
for
drinks
–
dru
gs
–
trad
es d
escr
iptions
and c
onsu
mer
pro
tect
ion
law
s
2.3
Exp
lain
the
implic
atio
ns
of
faili
ng t
o im
ple
men
t bas
ic leg
al r
equirem
ents
2.4
Exp
lain
how
to iden
tify
and c
orr
ect
dev
iations
from
le
gis
lation a
nd indust
ry s
pec
ific
reg
ula
tions
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
42
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
2.5
D
escr
ibe
the
org
anis
atio
n’s
polic
ies
and p
roce
dure
s th
at a
re r
elev
ant
to t
he
drink
serv
ice
2.6
D
escr
ibe
the
various
pro
cedure
s th
at
nee
d t
o b
e fo
llow
ed for
the
pre
par
atio
n o
f th
e drink
serv
ice
area
, in
cludin
g t
hose
rel
ating t
o:
–
clea
ring
–
stock
ing p
roduct
s
–
equip
men
t
3
Under
stan
d h
ow
to
super
vise
drinks
ser
vice
s 3.1
Exp
lain
how
to s
uper
vise
the
pre
par
atio
n o
f th
e drink
serv
ice
are
a so
that
the
serv
ice
mee
ts
org
anis
atio
nal
req
uirem
ents
and is
done
in t
ime
3.2
D
escr
ibe
the
range
of pro
duct
s in
ow
n a
rea
of
resp
onsi
bili
ty
3.3
Exp
lain
how
to p
repare
and s
erve
the
range
of
pro
duct
s in
ow
n a
rea
of re
sponsi
bili
ty
3.4
Exp
lain
the
role
s an
d r
esponsi
bili
ties
of
peo
ple
in
ow
n a
rea o
f re
sponsi
bili
ty a
nd in o
ther
part
s of th
e org
anis
atio
n a
s re
leva
nt
to t
he
drink
serv
ice
3.5
D
escr
ibe
the
skill
s and k
now
ledge
staf
f nee
d t
o
carr
y out
thei
r re
sponsi
bili
ties
effec
tive
ly
3.6
Com
par
e diffe
rent
met
hods
of m
onitoring t
he
drinks
ser
vice
are
a e
ffec
tive
ly
3.7
Exp
lain
how
to m
onitor
and s
uper
vise
sta
ff p
ract
ice
in o
rder
to m
ainta
in s
tandar
ds
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
43
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
3.8
Exp
lain
what
act
ion n
eeds
to b
e ta
ken w
hen
pre
par
ation a
nd d
eliv
ery
stan
dard
s ar
e not
met
3.9
Exp
lain
how
to iden
tify
and a
ddre
ss t
he
pro
ble
ms
that
can
aff
ect
the
dri
nk
serv
ice
and t
he
pre
par
ation o
f ar
eas
3.1
0
Exp
lain
how
to d
evel
op c
ontingen
cy p
lans
to r
educe
th
e im
pac
t of drinks
ser
vice
pro
ble
ms
3.1
1
Exp
lain
how
to r
eallo
cate
work
to d
iffe
rent
mem
ber
s of
staf
f to
red
uce
the
impact
of
serv
ice
pro
ble
ms
3.1
2
Des
crib
e how
to v
ary
pra
ctic
e acc
ord
ing t
o:
–
quie
t per
iods,
–
busy
per
iods
–
del
iver
y of
serv
ice
to c
ust
om
ers
with s
pec
ial
requirem
ents
3.1
3
Exp
lain
how
an e
ffec
tive
drinks
ser
vice
aff
ects
pro
fita
bili
ty a
nd c
ust
om
er s
atis
fact
ion
3.1
4
Des
crib
e th
e poss
ible
conse
quen
ces
of al
cohol
mis
use
3.1
5
Des
crib
e bes
t pra
ctic
e in
the
refu
sal of
serv
ice
3.1
6
Exp
lain
how
to c
om
munic
ate
and d
eal ef
fect
ivel
y w
ith t
he
range
of
cust
om
er g
roups
(incl
udin
g t
hose
w
ho a
re e
xper
ienci
ng t
he
effe
cts
of al
cohol)
3.1
7
Exp
lain
the
import
ance
of
effe
ctiv
e co
mm
unic
atio
n
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
44
Lear
ner
nam
e:__________________________________________
D
ate:
___________________________
Lear
ner
sig
nat
ure
:_______________________________________
D
ate:
___________________________
Ass
esso
r si
gnat
ure
:______________________________________
D
ate:
___________________________
Inte
rnal
ver
ifie
r si
gnatu
re:
________________________________
(i
f sa
mple
d)
Dat
e:___________________________
N025941 – Specification – Edexcel Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF) – Issue 1 – July 2011 © Pearson Education Limited 2011
45
Assessment requirements/evidence requirements
Evidence for learning outcome 1 must come from the candidate’s work in a hospitality workplace when supervising drinks services.
There must be sufficient evidence for the assessor to judge that the candidate can achieve the learning outcomes and assessment criteria on a consistent basis.
Learning outcomes Examples of assessment methods
Examples of evidence
1 Be able to supervise drinks services
Observation
Products of work
Witness testimony
Professional discussion
Candidate statement
Observation sheets
Videos
Staff rotas
Notes of meetings with line manager
Team briefing notes
Plans for drinks services
Drink service records
Witness statements
Records of professional discussion
2 Understand the requirements that need to be met when supervising drink services
Oral questions
Written questions
Project
Reflective account
Professional discussion
Records of oral questioning
Question/answer sheets
Project
Reflective account
Records of professional discussion
Cross-reference to learning outcome 1
3 Understand how to supervise drinks services
Oral questions
Written questions
Project
Reflective account
Professional discussion
Records of oral questioning
Question/answer sheets
Project
Reflective account
Records of professional discussion
Cross-reference to learning outcome 1
Should evidence for the following contingency assessment criterion not occur during the period of assessment, alternative assessment methods may be used.
N025941 – Specification – Edexcel Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF) – Issue 1 – July 2011 © Pearson Education Limited 2011
46
Contingencies Alternative assessment methods
Examples of evidence
1.10 Deal with any problems promptly and effectively when monitoring drink service areas
Simulation
Oral questions
Written questions
Professional discussion
Observation sheet
Video
Question/answer sheets
Records of professional discussion
N025941 – Specification – Edexcel Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF) – Issue 1 – July 2011 © Pearson Education Limited 2011
47
Unit 7: Supervise Food Production Operations
Unit code: HSL7
Unit reference number: J/502/9566
QCF level: 3
Credit value: 4
Guided learning hours: 20
Unit summary
This unit is about supervising food production to ensure that the customer receives their order within reasonable timescales and to quality standards. The unit is about making sure staff have the necessary skills, knowledge and resources required to carry out their work.
It is also about monitoring work, dealing with food production problems and supervising operations to ensure the quality of the product. A holistic approach to food safety is an essential aspect of this quality and this is addressed in detail in Unit HSL30 Ensure Food Safety Practices are Followed in the Preparation and Serving of Food and Drink.
Assessment methodology
This unit is assessed in the workplace or in conditions resembling the workplace. Learners can enter the types of evidence they are presenting for assessment and the submission date against each assessment criterion. Alternatively, centre documentation should be used to record this information.
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
48
Lear
nin
g ou
tcom
es a
nd a
sses
smen
t cr
iter
ia
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
1
Be
able
to s
uper
vise
food
pro
duct
ion o
per
ations
1.1
Ensu
re t
hat
all st
ages
of fo
od p
roduct
ion c
om
ply
w
ith r
elev
ant
legis
lation a
nd o
rganis
atio
nal polic
ies
1.2
Im
ple
men
t pro
cedure
s to
mee
t co
ntr
ol poin
ts
follo
win
g r
elev
ant
legis
lation a
nd o
rganis
ational
polic
y
1.3
Ensu
re t
hat
pro
cedure
s are
bei
ng follo
wed
corr
ectly
1.4
Ensu
re s
taff h
ave
the
skill
s, k
now
ledge
and
reso
urc
es n
eeded
1.5
Enco
ura
ge
staff t
o a
sk q
ues
tions
when
nee
ded
1.6
Enco
ura
ge
staff
to r
eport
any
pro
ble
ms
with t
he
contr
ol poin
ts
1.7
Colle
ct f
eedbac
k th
at
may
hel
p t
o iden
tify
any
pro
ble
ms
with p
roce
dure
s
1.8
M
anag
e pro
ble
ms
that
may
affec
t fo
od p
roduct
ion
or
the
stan
dar
d o
f fo
od s
ervi
ce
1.9
Com
ple
te t
he
required
rec
ord
s ac
cord
ing t
o
org
anis
atio
n’s
pro
cedure
s
1.1
0
Ensu
re s
taff’s
agre
ed t
arget
s ar
e ac
hie
ved
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
49
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
2
Under
stan
d h
ow
to p
lan
food p
roduct
ion o
per
atio
ns
2.1
Exp
lain
how
to o
rgan
ise
a te
am t
o e
nsu
re t
hat
food
pro
duct
ion o
per
ations
are
effici
ent
2.2
D
escr
ibe
the
skill
s re
quired
to im
ple
men
t th
e org
anis
atio
n’s
pro
cedure
s fo
r fo
od p
roduct
ion
2.3
Com
par
e th
e sk
ills
required
for
food p
roduct
ion w
ith
those
ava
ilable
2.4
Exp
lain
how
to e
stim
ate
the
reso
urc
es n
eeded
for
food p
roduct
ion o
per
atio
ns
2.5
Exp
lain
how
to m
ake
bes
t use
of re
sourc
es
avai
lable
2.6
Id
entify
who t
o a
ppro
ach
to g
et a
ppro
val fo
r ad
ditio
nal
res
ourc
es
3
Under
stan
d h
ow
to
super
vise
food p
roduct
ion
oper
atio
ns
3.1
Id
entify
leg
isla
tion a
nd o
ther
indust
ry s
pec
ific
re
gula
tions
and c
odes
of pra
ctic
e th
at n
eed t
o b
e fo
llow
ed
3.2
D
escr
ibe
the
role
s and r
esponsi
bili
ties
of
indiv
idual
s in
the
org
anis
atio
n a
nd o
wn a
rea
of re
sponsi
bili
ty
that
are
rel
evan
t to
food p
roduct
ion
3.3
Id
entify
the
food p
roduct
ion t
imes
cale
s
3.4
Exp
lain
the
import
ance
of
port
ion c
ontr
ol
3.5
Exp
lain
how
to m
inim
ise
was
tage
3.6
Exp
lain
the
import
ance
of
qual
ity
of th
e fo
od
pro
duct
ion o
per
ation
3.7
Exp
lain
how
to a
sses
s th
e qualit
y of
ow
n a
nd
oth
er’s
work
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
50
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
3.8
Exp
lain
how
to m
otiva
te s
taff
to a
chie
ve t
he
required
sta
ndar
ds
of
qual
ity
3.9
Exp
lain
how
to m
onitor
act
ivitie
s an
d p
erfo
rman
ce
agai
nst
org
anis
atio
nal
sta
ndar
ds
and t
arg
ets
3.1
0
Exp
lain
what
to d
o w
hen
per
form
ance
does
not
mee
t st
andar
ds
and t
arget
s
3.1
1
Exp
lain
im
port
ance
of co
nfiden
tial
ity
3.1
2
Exp
lain
how
confiden
tial
info
rmat
ion c
an b
e ke
pt
secu
re
3.1
3
Des
crib
e th
e ac
cepta
ble
form
at f
or
pre
senting a
nd
stori
ng info
rmat
ion in t
hei
r ar
ea o
f re
sponsi
bili
ty
3.1
4
Exp
lain
when
it
is a
ppro
priat
e to
use
spoke
n o
r w
ritt
en inst
ruct
ions
or
dem
onst
rations
and
pic
ture
s/dia
gra
ms
3.1
5
Iden
tify
when
and h
ow
to p
rovi
de
info
rmat
ion t
o
man
agem
ent
Lear
ner
nam
e:__________________________________________
D
ate:
___________________________
Lear
ner
sig
nat
ure
:_______________________________________
D
ate:
___________________________
Ass
esso
r si
gnat
ure
:______________________________________
D
ate:
___________________________
Inte
rnal
ver
ifie
r si
gnatu
re:
________________________________
(i
f sa
mple
d)
Dat
e:___________________________
N025941 – Specification – Edexcel Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF) – Issue 1 – July 2011 © Pearson Education Limited 2011
51
Assessment requirements/evidence requirements
Evidence for learning outcome 1 must come from the candidate’s work in a hospitality workplace when supervising food production operations.
There must be sufficient evidence for the assessor to judge that the candidate can achieve the learning outcomes and assessment criteria on a consistent basis.
Learning outcomes Examples of assessment methods
Examples of evidence
1 Be able to supervise food production operations
Observation
Products of work
Witness testimony
Professional discussion
Candidate statement
Observation sheets
Videos
Staff rotas
Information held by the candidate on food hygiene procedures
Team briefing notes
Notes of meetings with line manager
Records of food production operations supervised by the candidate
Witness statements
Records of professional discussion
2 Understand how to plan food production operations
Oral questions
Written questions
Project
Reflective account
Professional discussion
Records of oral questioning
Question/answer sheets
Project
Reflective account
Records of professional discussion
Cross-reference to learning outcome 1
3 Understand how to supervise food production operations
Oral questions
Written questions
Project
Reflective account
Professional discussion
Records of oral questioning
Question/answer sheets
Project
Reflective account
Records of professional discussion
Cross-reference to learning outcome 1
N025941 – Specification – Edexcel Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF) – Issue 1 – July 2011 © Pearson Education Limited 2011
52
Should evidence for the following contingency assessment criterion not occur during the period of assessment, alternative assessment methods may be used.
Contingencies Alternative assessment methods
Examples of evidence
1.8 Manage problems that may affect food production or the standard of food service
Simulation
Oral questions
Written questions
Professional discussion
Observation sheet
Video
Question/answer sheets
Records of professional discussion
N025941 – Specification – Edexcel Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF) – Issue 1 – July 2011 © Pearson Education Limited 2011
53
Unit 8: Supervise Food Service
Unit code: HSL10
Unit reference number: M/502/9562
QCF level: 3
Credit value: 4
Guided learning hours: 35
Unit summary
This unit is about supervising the food service and making sure that the service area and equipment are suitably clean and ready for use. It involves: planning; supervising cleaning, clearing and restocking; checking equipment; liaising with other departments and dealing with problems to ensure that service meets the required standard. A holistic approach to food safety is essential to providing a quality food service and this is addressed in detail in Unit HSL30.
Assessment methodology
This unit is assessed in the workplace or in conditions resembling the workplace. Learners can enter the types of evidence they are presenting for assessment and the submission date against each assessment criterion. Alternatively, centre documentation should be used to record this information.
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
54
Lear
nin
g ou
tcom
es a
nd a
sses
smen
t cr
iter
ia
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
1
Be
able
to s
uper
vise
food
serv
ice
1.1
O
bta
in u
p-t
o-d
ate
info
rmat
ion a
bout
food s
afet
y pro
cedure
s
1.2
Chec
k th
at s
taff h
ave
the
skill
s, k
now
ledge
and
reso
urc
es t
o c
arry
out
thei
r re
sponsi
bili
ties
1.3
Chec
k th
at s
ervi
ce e
quip
men
t is
rea
dy
for
use
and
loca
ted c
orr
ectly
1.4
Ensu
re s
ervi
ce a
reas
are
sto
cked
in p
repara
tion f
or
serv
ice
1.5
Ensu
re t
hat
pro
cedure
s fo
r cl
earing,
clea
nin
g a
nd
stock
ing s
ervi
ce a
reas
are
follo
wed
corr
ectly
1.6
Ensu
re t
he
envi
ronm
ent
mee
ts c
ust
om
er
requirem
ents
1.7
Ensu
re a
ny
spec
ial cu
stom
er a
reas
are
arr
anged
as
agre
ed
1.8
Car
ry o
ut
pre
par
ations
in s
uff
icie
nt
tim
e to
allo
w a
n
effe
ctiv
e se
rvic
e to
be
pro
vided
1.9
Li
aise
with r
elev
ant
peo
ple
and d
epar
tmen
ts t
o
ensu
re e
ffec
tive
del
iver
y of th
e se
rvic
e
1.1
0
Monitor
staf
f co
nduct
and c
om
munic
atio
ns
with
cust
om
ers
1.1
1
Confirm
that
com
munic
atio
n w
ith c
ust
om
ers
by
all
staf
f ta
kes
pla
ce in a
man
ner
that
is
likel
y to
pro
mote
goodw
ill a
nd u
nder
standin
g
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
55
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
1.1
2
Dea
l w
ith p
roble
ms
that
may
aff
ect
the
stan
dar
d o
f fo
od s
ervi
ce
1.1
3
Feed
bac
k on t
he
effe
ctiv
enes
s of pro
cedure
s in
ow
n a
rea o
f re
sponsi
bili
ty t
o t
he
appro
pri
ate
per
son
in t
he
org
anis
atio
n
2
Under
stan
d h
ow
to p
lan
food s
ervi
ce
2.1
Id
entify
the
appro
priat
e per
son t
o lia
ise
with w
hen
org
anis
ing t
he
food s
ervi
ce
2.2
Exp
lain
how
to iden
tify
tre
nds
in lev
els
of
dem
and
whic
h influen
ce s
taffin
g r
equirem
ents
2.3
Exp
lain
how
to iden
tify
and o
bta
in t
he
reso
urc
es
nee
ded
for
food s
ervi
ce
2.4
Exp
lain
how
to o
rgan
ise
staff d
epen
din
g o
n s
ervi
ce
requirem
ents
2.5
Exp
lain
how
to c
om
munic
ate
oper
atio
nal
pro
cedure
s to
sta
ff
2.6
Exp
lain
how
to e
nsu
re s
taff
rec
eive
the
corr
ect
trai
nin
g t
o s
upport
thei
r re
sponsi
bili
ties
2.7
Exp
lain
how
to d
evel
op c
ontingen
cy p
lans
2.8
Exp
lain
how
to c
hec
k th
at e
quip
men
t is
rea
dy
for
use
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
56
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
3
Under
stan
d h
ow
to
super
vise
food s
ervi
ce
3.1
Id
entify
indust
ry s
pec
ific
reg
ula
tions
and c
odes
of
pra
ctic
e th
at n
eed t
o b
e fo
llow
ed
3.2
Exp
lain
how
to o
bta
in info
rmat
ion o
n r
egula
tions
and c
odes
of pra
ctic
e to
ensu
re p
roce
dure
s ar
e ke
pt
up t
o d
ate
3.3
Exp
lain
how
to iden
tify
, dea
l w
ith a
nd r
eport
bre
aches
of le
gis
lation,
regula
tions
and c
odes
of
pra
ctic
e
3.4
D
escr
ibe
the
org
anis
atio
n’s
pro
cedure
s an
d
stan
dar
ds
for
food s
ervi
ce a
nd c
ust
om
er s
ervi
ce
3.5
Exp
lain
how
food s
ervi
ce o
per
atio
ns
inte
gra
te w
ith
oth
er a
ctiv
itie
s and d
epar
tmen
ts in t
he
org
anis
atio
n
3.6
Exp
lain
how
the
role
s an
d r
esponsi
bili
ties
of
indiv
idual
s w
ithin
ow
n d
epar
tmen
t af
fect
the
food
serv
ice
3.7
D
escr
ibe
how
sta
ff s
hould
com
munic
ate
with
cust
om
ers
and c
onduct
them
selv
es in t
he
food
serv
ice
are
a
3.8
D
escr
ibe
what
to d
o in t
he
even
t of eq
uip
men
t fa
ilure
3.9
Id
entify
the
info
rmation a
bout
food s
ervi
ce t
hat
cu
stom
ers
may
nee
d
3.1
0
Iden
tify
how
the
info
rmat
ion s
hould
be
pre
sente
d
3.1
1
Exp
lain
how
to p
rioritise
tas
ks t
o r
egula
te t
he
tim
e av
aila
ble
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
57
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
3.1
2
Exp
lain
how
to e
nsu
re t
hat
sta
ff follo
w p
roce
dure
s an
d s
tandard
s
3.1
3
Des
crib
e how
to c
orr
ect
and r
eport
fai
lure
s ac
cord
ing t
o o
rgan
isational
sta
ndar
ds
and
pro
cedure
s
3.1
4
Iden
tify
the
appro
priat
e per
son t
o c
onsu
lt in t
he
even
t of fo
od s
ervi
ce p
roble
ms
3.1
5
Eva
luat
e pote
ntial so
lutions
to p
roble
ms
that
may
occ
ur
in food s
ervi
ce
3.1
6
Exp
lain
how
to m
inim
ise
dis
ruptions
to t
he
food
serv
ice
Lear
ner
nam
e:__________________________________________
D
ate:
___________________________
Lear
ner
sig
nat
ure
:_______________________________________
D
ate:
___________________________
Ass
esso
r si
gnat
ure
:______________________________________
D
ate:
___________________________
Inte
rnal
ver
ifie
r si
gnatu
re:
________________________________
(i
f sa
mple
d)
Dat
e:___________________________
N025941 – Specification – Edexcel Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF) – Issue 1 – July 2011 © Pearson Education Limited 2011
58
Assessment requirements/evidence requirements
Evidence for learning outcome 1 must come from the candidate’s work in a hospitality workplace when supervising food service.
There must be sufficient evidence for the assessor to judge that the candidate can achieve the learning outcomes and assessment criteria on a consistent basis.
Learning outcomes Examples of assessment methods
Examples of evidence
1 Be able to supervise food service
Observation
Products of work
Witness testimony
Professional discussion
Candidate statement
Observation sheets
Videos
Staff rotas
Notes of meetings with line manager
Checklists
Team briefing notes
Food service records
Witness statements
Records of professional discussion
2 Understand how to plan food service
Oral questions
Written questions
Project
Reflective account
Professional discussion
Records of oral questioning
Question/answer sheets
Project
Reflective account
Records of professional discussion
Cross-reference to learning outcome 1
3 Understand how to supervise food service
Oral questions
Written questions
Project
Reflective account
Professional discussion
Records of oral questioning
Question/answer sheets
Project
Reflective account
Records of professional discussion
Cross-reference to learning outcome 1
Should evidence for the following contingency assessment criterion not occur during the period of assessment, alternative assessment methods may be used.
N025941 – Specification – Edexcel Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF) – Issue 1 – July 2011 © Pearson Education Limited 2011
59
Contingencies Alternative assessment methods
Examples of evidence
1.12 Deal with problems that may affect the standard of food service
Simulation
Oral questions
Written questions
Professional discussion
Observation sheet
Video
Question/answer sheets
Records of professional discussion
N025941 – Specification – Edexcel Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF) – Issue 1 – July 2011 © Pearson Education Limited 2011
61
Unit 9: Supervise Functions
Unit code: HSL8
Unit reference number: T/502/9563
QCF level: 3
Credit value: 5
Guided learning hours: 35
Unit summary
This unit is about supervising a function such as a banquet, corporate entertainment event, reception or conference. The unit covers the preparation, running and closing of the event. As such it includes activities such as briefing, monitoring, clearing up and debriefing staff beyond the close of the function.
Assessment methodology
This unit is assessed in the workplace or in conditions resembling the workplace. Learners can enter the types of evidence they are presenting for assessment and the submission date against each assessment criterion. Alternatively, centre documentation should be used to record this information.
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
62
Lear
nin
g ou
tcom
es a
nd a
sses
smen
t cr
iter
ia
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
1
Be
able
to s
uper
vise
fu
nct
ions
1.1
O
bta
in a
ll th
e nec
essa
ry info
rmation r
elat
ing t
o t
he
funct
ion incl
udin
g:
–
cust
om
er r
equirem
ents
–
ow
n r
esponsi
bili
ties
1.2
Pl
an p
roce
dure
s to
ensu
re t
hat
req
uirem
ents
are
m
et a
nd c
ontingen
cies
are
dev
eloped
1.3
Ensu
re s
taff h
ave
the
skill
s, k
now
ledge
and
reso
urc
es n
eeded
to c
arry
out
thei
r re
sponsi
bili
ties
1.4
In
spec
t th
e fu
nct
ion v
enue
to e
nsu
re t
hat
it
has
bee
n p
repar
ed a
s agre
ed
1.5
Ensu
re t
hat
the
equip
men
t an
d m
ater
ials
nee
ded
fo
r th
e fu
nct
ion a
re a
vaila
ble
to t
he
staf
f th
at w
ill
use
them
1.6
Com
munic
ate
rele
vant
hea
lth,
safe
ty a
nd leg
al
requirem
ents
to c
ust
om
ers
1.7
Li
aise
with r
elev
ant
peo
ple
thro
ughout
the
funct
ion
to e
nsu
re t
hat
the
arra
ngem
ents
mee
t cu
stom
er
requirem
ents
1.8
M
onitor
the
funct
ion t
o e
nsu
re t
hat
it
is r
unnin
g t
o
pla
n
1.9
D
eal w
ith a
ny
pro
ble
ms
that
thre
aten
to d
isru
pt
oper
atio
ns
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
63
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
1.1
0
Ensu
re t
he
funct
ion a
nd a
ll as
soci
ated
act
ivitie
s co
mply
with r
elev
ant
legis
lation a
nd t
he
org
anis
atio
n’s
sta
ndard
s
1.1
1
Rec
ord
all
rele
vant
info
rmation in a
suitab
le form
at
1.1
2
Mak
e re
cord
s ava
ilable
to t
he
rele
vant
peo
ple
2
Under
stan
d h
ow
to p
lan
funct
ions
2.1
D
escr
ibe
the
hea
lth a
nd s
afe
ty a
nd o
ther
leg
al
requirem
ents
that:
–
affe
ct t
he
funct
ion
–
nee
d t
o b
e co
mm
unic
ated
to t
he
cust
om
er
2.2
D
escr
ibe
the
food s
afe
ty m
easu
res
that
nee
d t
o b
e em
plo
yed
2.3
Exp
lain
the
import
ance
of ass
essi
ng t
he
impac
t th
at
the
funct
ion is
likel
y to
hav
e on o
ther
s
2.4
Exp
lain
how
to a
sses
s an
d m
inim
ise
the
impac
t th
e fu
nct
ion is
goin
g t
o h
ave
on o
ther
s
2.5
Id
entify
the
variet
y of in
form
atio
n r
equired
to p
lan
diffe
rent
types
of
funct
ions
incl
udin
g:
–
cust
om
ers’
spec
ific
req
uirem
ents
–
staf
fing
–
equip
men
t
–
budget
–
venue
capac
ity
–
oth
er s
pec
ific
ations
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
64
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
2.6
Id
entify
the
types
of
spec
ific
req
uirem
ents
cu
stom
ers
may
have
2.7
Id
entify
the
fact
ors
that
nee
d t
o b
e co
nsi
der
ed in
arr
angin
g f
ood a
nd b
ever
ages
for
the
funct
ion
2.8
Exp
lain
how
to d
eal w
ith s
pec
ial re
quirem
ents
for
diffe
rent
clie
nt
gro
ups
incl
udin
g:
–
child
ren
–
old
er p
eople
–
peo
ple
with d
isab
ilities
2.9
Exp
lain
the
import
ance
of an
tici
pat
ing p
roble
ms
that
may
occ
ur
at funct
ions
2.1
0
Exp
lain
how
to insp
ect
a v
enue
to e
nsu
re
pre
par
ations
are
in o
rder
2.1
1
Exp
lain
how
to c
arry
out
a r
isk
asse
ssm
ent
of
the
venue
2.1
2
Des
crib
e w
hat
to d
o w
ith t
he
info
rmation r
elat
ing t
o
risk
ass
essm
ent
of
the
venue
2.1
3
Exp
lain
how
to e
nsu
re t
hat
sta
ff h
ave
the
required
sk
ills,
know
ledge
and r
esourc
es t
o c
arry
out
thei
r re
sponsi
bili
ties
2.1
4
Iden
tify
how
to e
nsu
re a
ppro
priat
e ap
poin
tmen
t of
contr
act
ors
in o
wn a
rea
of re
sponsi
bili
ty
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
65
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
3
Under
stan
d h
ow
to
super
vise
funct
ions
3.1
D
escr
ibe
the
org
anis
atio
n’s
cust
om
er c
are
polic
y
3.2
Exp
lain
how
to e
nsu
re t
he
org
anis
atio
n o
f pro
duct
s an
d s
ervi
ces
support
a v
arie
ty o
f fu
nct
ions
3.3
Exp
lain
how
to e
nsu
re e
ffec
tive
man
agem
ent
of
staf
f fo
r th
e fu
nct
ion,
incl
udin
g:
–
allo
cation o
f re
sponsi
bili
ties
–
brief
ing
–
super
visi
on
3.4
Exp
lain
how
to m
anage
reso
urc
es a
vaila
ble
for
a
funct
ion
3.5
Exp
lain
how
to m
onitor
a fu
nct
ion a
nd e
nsu
re it
goes
as
pla
nned
3.6
D
escr
ibe
how
to d
eal w
ith p
roble
ms
that
may
occ
ur
3.7
D
escr
ibe
how
to a
dju
st t
he
atm
osp
her
e of
funct
ions
3.8
D
escr
ibe
how
to insp
ect
equip
men
t use
d d
uring
funct
ions
3.9
D
escr
ibe
how
to e
vacu
ate
pre
mis
es s
afe
ly in t
he
even
t of an e
mer
gen
cy
3.1
0
Iden
tify
who is
resp
onsi
ble
for
storing e
quip
men
t an
d r
eport
ing loss
or
dam
age
3.1
1
Exp
lain
how
to r
espond t
o r
eques
ts a
nd c
om
pla
ints
3.1
2
Des
crib
e how
info
rmat
ion a
bout
the
funct
ion s
hould
be
com
munic
ated
to c
ust
om
ers
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
66
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
3.1
3
Exp
lain
the
import
ance
of
com
munic
atin
g w
ith t
he
org
anis
er o
f th
e fu
nct
ion
3.1
4
Des
crib
e th
e le
gal
req
uirem
ents
that
cove
r th
e cl
earing o
f a
venue
3.1
5
Des
crib
e th
e ty
pes
of re
cord
s th
at s
hould
be
mai
nta
ined
for
funct
ions
3.1
6
Des
crib
e th
e org
anis
atio
n’s
pro
cedure
s in
rel
atio
n
to r
ecord
kee
pin
g for
funct
ions
Lear
ner
nam
e:__________________________________________
D
ate:
___________________________
Lear
ner
sig
nat
ure
:_______________________________________
D
ate:
___________________________
Ass
esso
r si
gnat
ure
:______________________________________
D
ate:
___________________________
Inte
rnal
ver
ifie
r si
gnatu
re:
________________________________
(i
f sa
mple
d)
Dat
e:___________________________
N025941 – Specification – Edexcel Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF) – Issue 1 – July 2011 © Pearson Education Limited 2011
67
Assessment requirements/evidence requirements
Evidence for learning outcome 1 must come from the candidate’s work in a hospitality workplace when supervising functions.
There must be sufficient evidence for the assessor to judge that the candidate can achieve the learning outcomes and assessment criteria on a consistent basis.
Learning outcomes Examples of assessment methods
Examples of evidence
1 Be able to supervise functions
Observation
Products of work
Witness testimony
Professional discussion
Candidate statement
Observation sheets
Videos
Notes of meetings with client/line manager
Staff rotas
Team briefing notes
Plans for functions
Records of functions supervised by the candidate
Witness statements
Records of professional discussion
2 Understand how to plan functions
Oral questions
Written questions
Project
Reflective account
Professional discussion
Records of oral questioning
Question/answer sheets
Project
Reflective account
Records of professional discussion
Cross-reference to learning outcome 1
3 Understand how to supervise functions
Oral questions
Written questions
Project
Reflective account
Professional discussion
Records of oral questioning
Question/answer sheets
Project
Reflective account
Records of professional discussion
Cross-reference to learning outcome 1
Should evidence for the following contingency assessment criterion not occur during the period of assessment, alternative assessment methods may be used.
N025941 – Specification – Edexcel Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF) – Issue 1 – July 2011 © Pearson Education Limited 2011
68
Contingencies Alternative assessment methods
Examples of evidence
1.9 Deal with any problems that threaten to disrupt operations
Simulation
Oral questions
Written questions
Professional discussion
Observation sheet
Video
Question/answer sheets
Records of professional discussion
N025941 – Specification – Edexcel Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF) – Issue 1 – July 2011 © Pearson Education Limited 2011
69
Unit 10: Supervise Housekeeping Operations
Unit code: HSL17
Unit reference number: K/502/9561
QCF level: 3
Credit value: 4
Guided learning hours: 30
Unit summary
This unit is about the maintenance of the housekeeping service. This unit deals with the preparation, supervision and review of the service, involving the planning of equipment and supplies, preparing staff rotas, briefing staff and collecting customer feedback.
Assessment methodology
This unit is assessed in the workplace or in conditions resembling the workplace. Learners can enter the types of evidence they are presenting for assessment and the submission date against each assessment criterion. Alternatively, centre documentation should be used to record this information.
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
70
Lear
nin
g ou
tcom
es a
nd a
sses
smen
t cr
iter
ia
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
1
Be
able
to s
uper
vise
house
keep
ing o
per
atio
ns
1.1
Sch
edule
house
keep
ing p
roce
dure
s at
suitab
le
inte
rval
s to
ensu
re t
he
stan
dar
ds
of
the
house
keep
ing s
ervi
ce a
re m
ainta
ined
1.2
Allo
cate
house
keep
ing d
uties
to s
taff
1.3
Brief
sta
ff o
n h
ouse
keep
ing d
uties
incl
udin
g:
–
pro
cedure
s
–
work
routines
–
stan
dar
d o
f beh
avi
our
–
how
to c
om
munic
ate
with c
ust
om
ers
and o
ther
m
ember
s of
staf
f
1.4
Ensu
re s
taff h
ave
the
skill
s, k
now
ledge
and
reso
urc
es n
eeded
1.5
Ensu
re s
taff f
ollo
w t
he
house
keep
ing p
roce
dure
s
1.6
In
form
sta
ff a
nd c
ust
om
ers
about
any
changes
that
m
ay a
ffec
t th
e se
rvic
e
1.7
M
anag
e an
y pro
ble
ms
that
may
dis
rupt
the
house
keep
ing s
ervi
ce
1.8
Colle
ct f
eedbac
k on t
he
serv
ices
fro
m s
taff
and
cust
om
ers
1.9
M
onitor
and r
evie
w p
roce
dure
s to
ensu
re t
he
house
keep
ing s
ervi
ce m
eets
the
nee
ds
of
cust
om
ers
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
71
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
1.1
0
Rec
om
men
d w
ays
of im
pro
ving h
ouse
keep
ing
oper
atio
ns
follo
win
g o
rganis
atio
n’s
req
uirem
ents
1.1
1
Com
ple
te r
equired
rec
ord
s
2
Under
stan
d t
he
requirem
ents
of
house
keep
ing o
per
atio
ns
2.1
D
escr
ibe
the
hea
lth a
nd s
afe
ty s
tandar
ds
that
nee
d
to b
e fo
llow
ed w
ith r
egar
ds
to t
he
house
keep
ing
serv
ice
2.2
Exp
lain
how
leg
isla
tion a
ffec
ts h
ouse
keep
ing
pro
cedure
s
2.3
Exp
lain
the
impac
t th
at a
bre
ach
of hea
lth a
nd
safe
ty s
tandar
ds
could
hav
e on:
–
cust
om
ers
–
staff
–
the
org
anis
atio
n
2.4
D
escr
ibe
the
legal
req
uirem
ents
in r
elat
ion t
o
stori
ng info
rmat
ion a
bout
cust
om
ers,
sta
ff a
nd t
hei
r co
mm
ents
2.5
Exp
lain
the
import
ance
of
regula
rly
revi
ewin
g t
he
implic
atio
ns
of le
gal
req
uirem
ents
2.6
Id
entify
the
org
anis
ation’s
sta
ndar
ds
for
–
per
sonal
pre
senta
tion
–
cust
om
er c
are
–
beh
avio
ur
of
staf
f
2.7
D
escr
ibe
the
pro
cedure
s fo
r obta
inin
g a
nd r
ecord
ing
feed
back
fro
m c
ust
om
ers
and s
taff
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
72
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
2.8
Exp
lain
how
the
org
anis
atio
n’s
polic
ies
can a
ffec
t th
e dev
elopm
ent
of pro
cedure
s fo
r th
e house
keep
ing s
ervi
ce
2.9
Exp
lain
the
import
ance
of
revi
ewin
g p
roce
dure
s
2.1
0
Exp
lain
how
to r
evie
w p
roce
dure
s
3
Under
stan
d h
ow
to
super
vise
house
keep
ing
oper
atio
ns
3.1
Exp
lain
the
econom
ic im
port
ance
of an
eff
ective
cu
stom
er-f
ocu
sed h
ouse
keep
ing s
ervi
ce t
o t
he
org
anis
atio
n a
nd its
sta
ff m
ember
s
3.2
Id
entify
the
diffe
rent
clea
nin
g a
gen
ts,
mat
eria
ls a
nd
tools
use
d in t
he
house
keep
ing s
ervi
ce
3.3
D
escr
ibe
how
diffe
rent
clea
nin
g a
gen
ts,
mat
eria
ls
and t
ools
should
be:
–
use
d
–
store
d
3.4
D
escr
ibe
how
diffe
rent
surf
ace
s an
d m
ater
ials
sh
ould
be
mai
nta
ined
3.5
D
escr
ibe
the
role
s and r
esponsi
bili
ties
of
indiv
idual
s in
the
org
anis
atio
n a
nd d
epart
men
t re
leva
nt
to t
he
house
keep
ing s
ervi
ce
3.6
Exp
lain
how
the
house
keep
ing s
ervi
ce inte
gra
tes
with o
ther
dep
artm
ents
3.7
Id
entify
the
pro
ble
ms
that
may
aris
e w
ith t
he
house
keep
ing s
ervi
ce
3.8
Exp
lain
how
to d
eal w
ith p
roble
ms
with t
he
house
keep
ing s
ervi
ce
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
73
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
3.9
Exp
lain
the
limits
of
ow
n a
uth
ority
when
dea
ling
with p
roble
ms
3.1
0
Exp
lain
how
to a
lloca
te w
ork
to s
taff
3.1
1
Exp
lain
how
to c
hoose
appro
pri
ate
met
hods
to b
rief
st
aff
incl
udin
g:
–
verb
al in
stru
ctio
ns
–
writt
en inst
ruct
ions
–
dem
onst
rations
–
dia
gra
ms
4
Under
stan
d t
he
import
ance
of
monitoring
and r
evie
win
g
house
keep
ing s
ervi
ces
4.1
Exp
lain
how
to m
onitor
the
use
of house
keep
ing
reso
urc
es
4.2
Exp
lain
how
to m
onitor
resp
onsi
bili
ties
to e
nsu
re
stan
dar
ds
are
main
tain
ed
4.3
Exp
lain
how
to iden
tify
tra
inin
g n
eeds
to e
nsu
re
that
sta
ff h
ave
the
skill
s an
d k
now
ledge
nee
ded
4.4
Exp
lain
how
to m
otiva
te s
taff
when
giv
ing t
hem
fe
edback
4.5
D
escr
ibe
the
diffe
rent
way
s of
com
ple
ting a
nd
storing c
om
pute
rise
d a
nd p
aper
-base
d r
ecord
s
4.6
Com
par
e th
e ad
vanta
ges
and d
isad
vanta
ges
of
com
pute
rise
d a
nd p
aper
-base
d r
ecord
s
4.7
Exp
lain
the
import
ance
of
colle
ctin
g f
eedbac
k on
the
serv
ice
from
cust
om
ers
and s
taff
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
74
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
4.8
Exp
lain
the
import
ance
of
confiden
tial
ity
when
co
llect
ing f
eedbac
k on t
he
house
keep
ing s
ervi
ce
4.9
Exp
lain
how
to a
lter
work
allo
cation in o
rder
to
impro
ve t
he
serv
ice
4.1
0
Exp
lain
how
to r
ecom
men
d w
ays
of
impro
ving t
he
house
keep
ing s
ervi
ce
Lear
ner
nam
e:__________________________________________
D
ate:
___________________________
Lear
ner
sig
nat
ure
:_______________________________________
D
ate:
___________________________
Ass
esso
r si
gnat
ure
:______________________________________
D
ate:
___________________________
Inte
rnal
ver
ifie
r si
gnatu
re:
________________________________
(i
f sa
mple
d)
Dat
e:___________________________
N025941 – Specification – Edexcel Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF) – Issue 1 – July 2011 © Pearson Education Limited 2011
75
Assessment requirements/evidence requirements
Evidence for learning outcome 1 must come from the candidate’s work in a hospitality workplace when supervising housekeeping services.
There must be sufficient evidence for the assessor to judge that the candidate can achieve the learning outcomes and assessment criteria on a consistent basis.
Learning outcomes Examples of assessment methods
Examples of evidence
1 Be able to supervise housekeeping operations
Observation
Products of work
Witness testimony
Professional discussion
Candidate statement
Observation sheets
Videos
Housekeeping schedules
Notes of meetings with line manager
Staff rotas
Team briefing notes
Plans for functions
Housekeeping records
Witness statements
Records of professional discussion
2 Understand the requirements of housekeeping operations
Oral questions
Written questions
Project
Reflective account
Professional discussion
Records of oral questioning
Question/answer sheets
Project
Reflective account
Records of professional discussion
Cross-reference to learning outcome 1
3 Understand how to supervise housekeeping operations
Oral questions
Written questions
Project
Reflective account
Professional discussion
Records of oral questioning
Question/answer sheets
Project
Reflective account
Records of professional discussion
Cross-reference to learning outcome 1
N025941 – Specification – Edexcel Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF) – Issue 1 – July 2011 © Pearson Education Limited 2011
76
Learning outcomes Examples of assessment methods
Examples of evidence
4 Understand the importance of monitoring and reviewing housekeeping services
Oral questions
Written questions
Project
Reflective account
Professional discussion
Records of oral questioning
Question/answer sheets
Project
Reflective account
Records of professional discussion
Cross-reference to learning outcome 1
Should evidence for the following contingency assessment criteria not occur during the period of assessment, alternative assessment methods may be used.
Learning outcomes Examples of assessment methods
Examples of evidence
1.6 Inform staff and customers about any changes that may affect the service
Simulation
Oral questions
Written questions
Professional discussion
Observation sheet
Video
Question/answer sheets
Records of professional discussion
1.7 Manage any problems that may disrupt the housekeeping service
Simulation
Oral questions
Written questions
Professional discussion
Observation sheet
Video
Question/answer sheets
Records of professional discussion
N025941 – Specification – Edexcel Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF) – Issue 1 – July 2011 © Pearson Education Limited 2011
85
Unit 12: Supervise Reception Services
Unit code: HSL21
Unit reference number: A/502/9533
QCF level: 3
Credit value: 5
Guided learning hours: 30
Unit summary
This unit is about supervising the reception service to ensure that it has all the necessary staff, equipment and supplies. It involves ensuring that: procedures are in place for running the service and that staff conduct themselves appropriately and are properly briefed. The unit also covers the monitoring and improvement of the service.
Assessment methodology
This unit is assessed in the workplace or in conditions resembling the workplace. Learners can enter the types of evidence they are presenting for assessment and the submission date against each assessment criterion. Alternatively, centre documentation should be used to record this information.
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
86
Lear
nin
g ou
tcom
es a
nd a
sses
smen
t cr
iter
ia
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
1
Be
able
to s
uper
vise
re
ception s
ervi
ces
1.1
Ensu
re t
he
rece
ption s
ervi
ce c
om
plie
s w
ith r
elev
ant
legis
lation a
nd o
rgan
isat
ional
polic
y
1.2
Allo
cate
and b
rief
sta
ff t
o r
ecep
tion d
uties
in
cludin
g:
–
per
sonal
pre
senta
tion
–
stan
dar
d o
f beh
avi
our
–
rele
vant
pro
cedure
s
–
work
routines
1.3
Ensu
re s
taff h
ave
the
skill
s, k
now
ledge
and
reso
urc
es n
eeded
1.4
Enco
ura
ge
staff
to a
sk q
ues
tions
1.5
Ensu
re s
taff f
ollo
w t
he
rece
ption p
roce
dure
s
1.6
Ensu
re s
taff m
ainta
in t
he
appea
rance
of th
e re
ception a
rea
acc
ord
ing t
o o
rgan
isat
ional
re
quirem
ents
1.7
Ensu
re s
taff c
om
munic
ate
with c
ust
om
ers
in a
m
anner
that
pro
mote
s goodw
ill a
nd u
nder
stan
din
g
1.8
In
form
sta
ff a
nd c
ust
om
ers
about
any
serv
ice
chan
ges
that
may
aff
ect
them
1.9
M
anag
e pro
ble
ms
that
dis
rupt
the
rece
ption s
ervi
ce
1.1
0
Colle
ct f
eedbac
k on t
he
serv
ice
from
sta
ff a
nd
cust
om
ers
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
87
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
1.1
1
Monitor
and r
evie
w p
roce
dure
s to
ensu
re t
he
serv
ice
mee
ts t
he
nee
ds
of
cust
om
ers
1.1
2
Rec
om
men
d w
ays
of
impro
ving t
he
rece
ption
serv
ice
follo
win
g o
rganis
atio
n’s
req
uirem
ents
1.1
3
Rep
ort
on p
erfo
rman
ce a
nd p
roce
dure
s as
required
1.1
4
Com
ple
te t
he
required
rec
ord
s
2
Under
stan
d p
olic
ies
and
pro
cedure
s re
lating t
o
super
visi
ng r
ecep
tion
serv
ices
2.1
Exp
lain
how
to im
ple
men
t th
e re
quirem
ents
of:
–
hea
lth a
nd s
afe
ty
–
emplo
ymen
t le
gis
lation
–
equal
opport
unitie
s le
gis
lation
–
oth
er indust
ry s
pec
ific
reg
ula
tions
and c
odes
of
pra
ctic
e
2.2
Id
entify
org
anis
atio
nal
sta
ndar
ds
for
the
rece
ption
area
incl
udin
g:
–
per
sonal
pre
senta
tion o
f st
aff
–
beh
avio
ur
of
staf
f
2.3
Exp
lain
how
to e
nsu
re t
he
per
form
ance
of
staf
f m
eets
org
anis
atio
nal
sta
ndar
ds
2.4
D
escr
ibe
how
pro
cedure
s an
d w
ork
inst
ruct
ions
should
be
writt
en
2.5
Id
entify
the
rele
vant
chan
nel
s of co
mm
unic
atio
n for
esta
blis
hin
g a
nd u
pdat
ing p
roce
dure
s
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
88
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
2.6
D
escr
ibe
the
org
anis
atio
n’s
dis
count
polic
y
2.7
Exp
lain
how
pro
motional
off
ers
should
be
han
dle
d
3
Under
stan
d h
ow
to
super
vise
rec
eption
serv
ices
3.1
Exp
lain
how
the
rece
ption s
ervi
ce inte
gra
tes
with
oth
er d
epart
men
ts in t
he
org
anis
atio
n
3.2
Exp
lain
how
the
diffe
rent
role
s an
d r
esponsi
bili
ties
of in
div
idual
s w
ithin
org
anis
atio
n a
nd d
epart
men
t af
fect
rec
eption s
ervi
ce
3.3
Exp
lain
the
conse
quen
ces
of th
e re
ception s
ervi
ce
and o
ther
dep
artm
ents
not
work
ing c
ooper
ativ
ely
3.4
Id
entify
the
dep
art
men
t’s
serv
ice
targ
ets
and
stan
dar
ds
3.5
Exp
lain
how
to e
stim
ate
the
reso
urc
es r
equired
for
rece
ption a
ctiv
itie
s
3.6
Exp
lain
how
to d
evel
op a
contingen
cy p
lan
3.7
Id
entify
who in t
he
org
anis
ation n
eeds
to a
ppro
ve
the
use
of
additio
nal
res
ourc
es
3.8
D
escr
ibe
how
to b
uild
eff
ective
tea
ms
3.9
D
escr
ibe
way
s st
aff c
an b
e en
coura
ged
to m
ake
dec
isio
ns
for
them
selv
es w
ithin
lim
its
of th
eir
auth
ority
3.1
0
Des
crib
e th
e lim
its
of ow
n a
uth
ority
when
solv
ing
pro
ble
ms
3.1
1
Exp
lain
how
to c
om
munic
ate
with c
ust
om
ers
and
supplie
rs
3.1
2
Iden
tify
cust
om
er n
eeds
and e
xpec
tations
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
89
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
3.1
3
Sum
mar
ise
the
serv
ices
that
are
ava
ilable
to
cust
om
ers
3.1
4
Exp
lain
how
to o
bta
in info
rmat
ion o
n g
ues
ts
incl
udin
g g
ues
t his
tory
wher
e ava
ilable
3.1
5
Des
crib
e how
cust
om
er c
om
pla
ints
should
be
han
dle
d
Lear
ner
nam
e:__________________________________________
D
ate:
___________________________
Lear
ner
sig
nat
ure
:_______________________________________
D
ate:
___________________________
Ass
esso
r si
gnat
ure
:______________________________________
D
ate:
___________________________
Inte
rnal
ver
ifie
r si
gnatu
re:
________________________________
(i
f sa
mple
d)
Dat
e:___________________________
N025941 – Specification – Edexcel Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF) – Issue 1 – July 2011 © Pearson Education Limited 2011
90
Assessment requirements/evidence requirements
Evidence for learning outcome 1 must come from the candidate’s work in a hospitality workplace when supervising reception services.
There must be sufficient evidence for the assessor to judge that the candidate can achieve the learning outcomes and assessment criteria on a consistent basis.
Learning outcomes Examples of assessment methods
Examples of evidence
1 Be able to supervise reception services
Products of work
Witness testimony
Professional discussion
Candidate statement
Observation sheets
Videos/photos
Notes of meetings with line manager
Correspondence
Food safety records
Correspondence
Team briefing notes
Witness statements
Records of professional discussion
2 Understand policies and procedures relating to supervising reception services
Oral questions
Written questions
Project
Reflective account
Professional discussion
Records of oral questioning
Question/answer sheets
Project
Reflective account
Records of professional discussion
Cross-reference to learning outcome 1
3 Understand how to supervise reception services
Oral questions
Written questions
Project
Reflective account
Professional discussion
Records of oral questioning
Question/answer sheets
Project
Reflective account
Records of professional discussion
Cross-reference to learning outcome 1
Should evidence for the following contingency assessment criteria not occur during the period of assessment, alternative assessment methods may be used.
N025941 – Specification – Edexcel Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF) – Issue 1 – July 2011 © Pearson Education Limited 2011
91
Contingencies Alternative assessment methods
Examples of evidence
1.8 Inform staff and customers about any service changes that may affect them
Simulation
Oral questions
Written questions
Professional discussion
Observation sheet
Video
Question/answer sheets
Records of professional discussion
1.9 Manage problems that disrupt the reception service
Simulation
Oral questions
Written questions
Professional discussion
Observation sheet
Video
Question/answer sheets
Records of professional discussion
N025941 – Specification – Edexcel Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF) – Issue 1 – July 2011 © Pearson Education Limited 2011
93
Unit 13: Supervise Reservations and Booking Services
Unit code: HSL22
Unit reference number: Y/502/9538
QCF level: 3
Credit value: 5
Guided learning hours: 30
Unit summary
This unit is about supervising the reservation and booking service to ensure the development and maintenance of the necessary resources and procedures essential for operation. It also involves monitoring the service and suggesting improvements.
Assessment methodology
This unit is assessed in the workplace or in conditions resembling the workplace. Learners can enter the types of evidence they are presenting for assessment and the submission date against each assessment criterion. Alternatively, centre documentation should be used to record this information.
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
94
Lear
nin
g ou
tcom
es a
nd a
sses
smen
t cr
iter
ia
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
1
Be
able
to s
uper
vise
re
serv
atio
ns
and b
ooki
ng
serv
ices
1.1
Ensu
re t
he
rese
rvation a
nd b
ooki
ng s
ervi
ce
com
plie
s w
ith r
elev
ant
legis
lation a
nd
org
anis
atio
nal
polic
y
1.2
Brief
sta
ff o
n r
eser
vation a
nd b
ooki
ng d
uties
in
cludin
g:
–
per
sonal
pre
senta
tion
–
stan
dar
d o
f beh
avi
our
–
pro
cedure
s
–
work
routines
1.3
Ensu
re s
taff h
ave
the
skill
s, k
now
ledge
and
reso
urc
es n
eeded
1.4
Enco
ura
ge
staff t
o a
sk q
ues
tions
when
nee
ded
1.5
Ensu
re s
taff f
ollo
w t
he
rese
rvat
ion a
nd b
ooki
ng
pro
cedure
s
1.6
Ensu
re s
taff c
om
munic
ate
with c
ust
om
ers
in a
m
anner
that
pro
mote
s goodw
ill a
nd u
nder
stan
din
g
1.7
In
form
sta
ff a
nd c
ust
om
ers
about
any
changes
that
m
ay a
ffec
t th
e se
rvic
e
1.8
M
anag
e pro
ble
ms
that
may
dis
rupt
the
rese
rvat
ion
and b
ooki
ng s
ervi
ce
1.9
Colle
ct f
eedbac
k on t
he
serv
ice
from
sta
ff a
nd
cust
om
ers
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
95
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
1.1
0
Monitor
and r
evie
w p
roce
dure
s to
ensu
re t
he
serv
ice
mee
ts t
he
nee
ds
of
cust
om
ers
1.1
1
Rec
om
men
d w
ays
of
impro
ving t
he
rese
rvat
ion a
nd
booki
ng s
ervi
ce f
ollo
win
g o
rganis
atio
n’s
re
quirem
ents
1.1
2
Rep
ort
on p
erfo
rman
ce a
nd p
roce
dure
s as
required
1.1
3
Com
ple
te t
he
required
rec
ord
s
2
Under
stan
d t
he
org
anis
atio
n’s
sta
ndard
s an
d p
olic
ies
for
rese
rvat
ions
and b
ooki
ng
serv
ices
2.1
Exp
lain
how
to m
onitor
staf
f per
form
ance
agai
nst
th
e org
anis
atio
n’s
sta
ndar
ds
2.2
Exp
lain
what
to d
o if
staf
f per
form
ance
does
not
mee
t th
ese
stan
dar
ds
2.3
D
escr
ibe
the
org
anis
atio
n’s
dis
count
polic
y
2.4
D
escr
ibe
how
pro
motional
off
ers
should
be
han
dle
d
2.5
Exp
lain
the
org
anis
ation’s
ove
rbooki
ng p
olic
y
2.6
Exp
lain
the
org
anis
ation’s
polic
y fo
r out-
booki
ng
gues
ts w
hen
full
2.7
Exp
lain
how
to d
evel
op r
eser
vation a
nd b
ooki
ng
pro
cedure
s to
mee
t re
quirem
ents
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
96
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
3
Under
stan
d t
he
requirem
ents
that
nee
d t
o
be
met
when
super
visi
ng
rese
rvat
ions
and b
ooki
ngs
serv
ices
3.1
Exp
lain
how
to im
ple
men
t th
e re
quirem
ents
of:
–
hea
lth a
nd s
afe
ty
–
emplo
ymen
t le
gis
lation
–
equal
opport
unitie
s
–
oth
er indust
ry s
pec
ific
reg
ula
tions
and c
odes
of
pra
ctic
e
3.2
Exp
lain
ways
of as
sess
ing w
het
her
req
uirem
ents
ar
e m
et
3.3
D
escr
ibe
the
action t
hat
should
be
take
n in
resp
onse
to b
reach
es o
f re
quirem
ents
3.4
Id
entify
org
anis
atio
nal
polic
ies
that
apply
to:
–
the
runnin
g o
f th
e re
serv
atio
n a
nd b
ooki
ng
serv
ice
–
revi
ew o
f pro
cedure
s
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
97
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
4
Under
stan
d h
ow
to
super
vise
res
erva
tions
and
booki
ngs
serv
ices
4.1
Exp
lain
how
the
diffe
rent
role
s an
d r
esponsi
bili
ties
of in
div
idual
s in
the
org
anis
atio
n a
nd d
epart
men
t af
fect
the
rese
rvat
ion a
nd b
ooki
ng s
ervi
ce
4.2
Exp
lain
how
to e
stim
ate
the
tim
e an
d r
esourc
es
required
for
rese
rvation a
nd b
ooki
ng a
ctiv
itie
s
4.3
Exp
lain
how
to d
evel
op a
contingen
cy p
lan
4.4
Id
entify
who in t
he
org
anis
ation n
eeds
to a
ppro
ve
the
use
of
additio
nal
res
ourc
es
4.5
D
escr
ibe
the
limits
of ow
n a
uth
ority
when
solv
ing
pro
ble
ms
4.6
D
escr
ibe
how
to c
om
munic
ate
with c
ust
om
ers
4.7
Exp
lain
how
to a
sses
s cu
stom
ers’
nee
ds
4.8
Sum
mar
ise
the
pro
duct
s an
d s
ervi
ces
that
are
avai
lable
to c
ust
om
ers
4.9
Id
entify
the
gues
t fa
cilit
ies
that
are
ava
ilable
in t
he
org
anis
atio
n w
her
e th
e booki
ng is
bei
ng m
ade
4.1
0
Iden
tify
the
info
rmation n
eeded
to m
ainta
in t
he
rese
rvat
ion a
nd b
ooki
ng s
ervi
ce
4.1
1
Exp
lain
how
to c
olle
ct r
equired
info
rmation o
n t
he
rese
rvat
ion a
nd b
ooki
ng s
ervi
ce
4.1
2
Des
crib
e th
e diffe
rent
way
s of
com
ple
ting a
nd
storing c
om
pute
rise
d a
nd p
aper
-base
d r
ecord
s
4.1
3
Com
par
e th
e ad
vanta
ges
and d
isad
vanta
ges
of
com
pute
rise
d a
nd p
aper
-base
d r
ecord
s
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
98
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
4.1
4
Exp
lain
the
import
ance
of
staff
and c
ust
om
er
feed
back
4.1
5
Exp
lain
how
to c
olle
ct a
nd a
nal
yse
feed
back
4.1
6
Exp
lain
how
to g
ive
feed
bac
k to
sta
ff
4.1
7
Exp
lain
how
to p
rese
nt
reco
mm
endat
ions
to
impro
ve t
he
rese
rvat
ions
and b
ooki
ng s
ervi
ce
4.1
8
Exp
lain
how
to r
evie
w a
nd u
pdate
:
–
pla
ns
–
targ
ets
–
obje
ctiv
es
–
activi
ties
–
work
per
form
ance
Lear
ner
nam
e:__________________________________________
D
ate:
___________________________
Lear
ner
sig
nat
ure
:_______________________________________
D
ate:
___________________________
Ass
esso
r si
gnat
ure
:______________________________________
D
ate:
___________________________
Inte
rnal
ver
ifie
r si
gnatu
re:
________________________________
(i
f sa
mple
d)
Dat
e:___________________________
N025941 – Specification – Edexcel Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF) – Issue 1 – July 2011 © Pearson Education Limited 2011
99
Assessment requirements/evidence requirements
Evidence for learning outcome 1 must come from the candidate’s work in a hospitality workplace when supervising reservations and bookings services.
There must be sufficient evidence for the assessor to judge that the candidate can achieve the learning outcomes and assessment criteria on a consistent basis.
Learning outcomes Examples of assessment methods
Examples of evidence
1 Be able to supervise reservations and booking services
Observation
Products of work
Witness testimony
Professional discussion
Candidate statement
Observation sheets
Videos
Notes of meetings with line manager
Correspondence
Staff rotas
Team briefing notes
Work schedules
Reception records
Witness statements
Records of professional discussion
2 Understand the organisation’s standards and policies for reservations and booking services
Oral questions
Written questions
Project
Reflective account
Professional discussion
Records of oral questioning
Question/answer sheets
Project
Reflective account
Records of professional discussion
Cross-reference to learning outcome 1
3 Understand the requirements that need to be met when supervising reservations and bookings services
Oral questions
Written questions
Project
Reflective account
Professional discussion
Records of oral questioning
Question/answer sheets
Project
Reflective account
Records of professional discussion
Cross-reference to learning outcome 1
N025941 – Specification – Edexcel Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF) – Issue 1 – July 2011 © Pearson Education Limited 2011
100
Learning outcomes Examples of assessment methods
Examples of evidence
4 Understand how to supervise reservations and bookings services
Oral questions
Written questions
Project
Reflective account
Professional discussion
Records of oral questioning
Question/answer sheets
Project
Reflective account
Records of professional discussion
Cross-reference to learning outcome 1
Should evidence for the following contingency assessment criteria not occur during the period of assessment, alternative assessment methods may be used.
Contingencies Alternative assessment methods
Examples of evidence
1.7 Inform staff and customers about any changes that may affect the service
Simulation
Oral questions
Written questions
Professional discussion
Observation sheet
Video
Question/answer sheets
Records of professional discussion
1.8 Manage problems that may disrupt the reservation and booking service
Simulation
Oral questions
Written questions
Professional discussion
Observation sheet
Video
Question/answer sheets
Records of professional discussion
N025941 – Specification – Edexcel Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF) – Issue 1 – July 2011 © Pearson Education Limited 2011
113
Unit 16: Contribute to the Development of Recipes and Menus
Unit code: HSL9
Unit reference number: M/502/9531
QCF level: 4
Credit value: 4
Guided learning hours: 22
Unit summary
This unit is about developing or introducing new menu items. It involves researching, implementation and review.
Assessment methodology
This unit is assessed in the workplace or in conditions resembling the workplace. Learners can enter the types of evidence they are presenting for assessment and the submission date against each assessment criterion. Alternatively, centre documentation should be used to record this information.
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
114
Lear
nin
g ou
tcom
es a
nd a
sses
smen
t cr
iter
ia
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
1
Be
able
to c
ontr
ibute
to
the
dev
elopm
ent
of
reci
pes
and m
enus
1.1
Consi
der
food c
om
bin
atio
ns,
fla
vours
and d
ieta
ry
requirem
ents
when
intr
oduci
ng n
ew r
ecip
e and
men
u s
ugges
tions
1.2
Cal
cula
te ingre
die
nt
ratios,
cooki
ng t
imes
and
tem
per
ature
s to
pro
duce
a r
ecip
e in
var
ying
quan
tities
1.3
Id
entify
suitab
le s
upply
sourc
es
1.4
Id
entify
met
hods
for
pre
senting,
hold
ing a
nd
dis
trib
uting t
he
reci
pe
item
1.5
Cost
rec
ipe
sugges
tions
taki
ng into
acc
ount
the
reso
urc
es a
vaila
ble
1.6
Fo
llow
org
anis
atio
nal
pro
cedure
s fo
r re
gis
tering a
nd
pas
sing o
n r
elev
ant
info
rmation a
bout
the
suitab
ility
of new
men
u ite
ms
1.7
M
ake
sugges
tions
on t
he
layo
ut
and p
rese
nta
tion o
f th
e m
enu
1.8
Pr
oduce
rec
ipe
sugges
tions
in a
ccord
ance
with:
–
the
styl
e and p
olic
y of th
e org
anis
atio
n
–
avai
lable
res
ourc
es
–
the
expec
tations
and s
tandar
ds
of
cust
om
ers
1.9
Ensu
re s
taff
have
the
reso
urc
es n
eeded
to c
arry
out
resp
onsi
bili
ties
in r
elation t
o n
ew m
enu ite
ms
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
115
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
1.1
0
Colle
ct f
eedbac
k fr
om
sta
ff a
nd c
ust
om
ers
1.1
1
Eva
luat
e fe
edbac
k fr
om
sta
ff a
nd c
ust
om
ers
2
Under
stan
d h
ow
to p
lan
the
dev
elopm
ent
of
reci
pes
and m
enus
2.1
Exp
lain
the
exis
ting s
tyle
and p
olic
y of th
e org
anis
atio
n in r
elat
ion t
o r
ecip
es a
nd m
enu
2.2
Exp
lain
how
loca
tion a
nd s
tyle
s of oper
atio
n c
an
affe
ct p
ropose
d m
enu ite
ms
2.3
D
escr
ibe
the
qual
ity
stan
dar
ds
required
for
each
re
cipe
item
consi
der
ed
2.4
Exp
lain
how
to a
sses
s th
e qualit
y of
pote
ntial
in
gre
die
nts
2.5
Exp
lain
how
the
equip
men
t av
aila
ble
can
aff
ect
the
pro
duct
ion o
f fo
od ite
ms
2.6
Id
entify
the
fact
ors
that
nee
d t
o b
e co
nsi
der
ed in
sele
ctin
g p
rese
nta
tion,
hold
ing a
nd d
istr
ibution
met
hods
2.7
Exp
lain
how
to c
alcu
late
gro
ss p
rofit
agai
nst
the
cost
of pro
pose
d r
ecip
es
2.8
Exp
lain
how
the
qual
ity
of
the
food c
an b
e af
fect
ed
by
the
choic
e of
the
supplie
r
2.9
Exp
lain
how
to iden
tify
and a
sses
s th
e su
itab
ility
of
supplie
rs o
r su
pply
sourc
es
2.1
0
Iden
tify
the
appro
priat
e per
son t
o c
onsu
lt w
ith o
n
pro
pose
d r
ecip
es
2.1
1
Exp
lain
why
staf
f sk
ills
should
be
asse
ssed
prior
to
pro
posi
ng n
ew r
ecip
es a
nd m
enu ite
ms
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
116
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
2.1
2
Exp
lain
how
to e
stim
ate
lead
tim
es f
or
the
pre
par
ation o
f new
men
u ite
ms
3
Under
stan
d h
ow
to
contr
ibute
to t
he
dev
elopm
ent
of re
cipes
an
d m
enus
3.1
Exp
lain
the
conce
pt
of a b
alan
ced d
iet
3.2
Exp
lain
how
a b
ala
nce
d d
iet
is im
port
ant
for
good
hea
lth
3.3
D
escr
ibe
curr
ent
gove
rnm
ent
guid
elin
es for
hea
lthy
eating
3.4
D
escr
ibe
the
types
, co
mbin
atio
ns
and p
roport
ions
of in
gre
die
nts
that
mak
e up a
hea
lthy
dis
h
3.5
Exp
lain
the
nutr
itio
nal
ben
efits
of:
–
min
imis
ing t
he
fat,
sugar
and s
alt c
onte
nt
of
dis
hes
–
star
chy
foods,
fru
it,
veget
able
s an
d p
uls
es
3.6
Id
entify
hea
lthie
r flav
ourings
that
can
be
use
d a
s al
tern
ativ
es t
o s
alt
and s
ugar
3.7
Exp
lain
how
to r
ecord
info
rmation r
elat
ing t
o
pro
pose
d r
ecip
es
3.8
Id
entify
the
appro
priat
e per
son t
o m
ake
reco
rds
of
pro
pose
d r
ecip
es a
vaila
ble
to
3.9
Exp
lain
how
to c
arry
out
and e
valu
ate
test
runs
of
reci
pes
3.1
0
Des
crib
e w
hat
tra
inin
g m
ay
be
nee
ded
to s
upport
th
e im
ple
men
tation o
f new
men
u ite
ms
3.1
1
Exp
lain
how
to b
rief
sta
ff o
n n
ew m
enu ite
ms
and
imple
men
tation p
lans
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
117
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
3.1
2
Des
crib
e how
to g
ain fee
dbac
k fr
om
sta
ff o
n
oper
atio
nal pro
ble
ms
whic
h m
ay
aris
e
3.1
3
Exp
lain
how
to a
lloca
te r
esourc
es t
o s
taff
to e
nab
le
them
to im
ple
men
t new
men
u ite
ms
3.1
4
Iden
tify
lea
d t
imes
req
uired
by
org
anis
atio
n for
the
imple
men
tation o
f new
men
u ite
ms
3.1
5
Exp
lain
why
mea
sure
s sh
ould
be
close
ly m
onitore
d
when
intr
oduci
ng n
ew ite
ms
3.1
6
Exp
lain
the
import
ance
of
gai
nin
g fee
dback
fro
m
cust
om
ers
on n
ew ite
ms
and m
ethods
for
doin
g t
his
Lear
ner
nam
e:__________________________________________
D
ate:
___________________________
Lear
ner
sig
nat
ure
:_______________________________________
D
ate:
___________________________
Ass
esso
r si
gnat
ure
:______________________________________
D
ate:
___________________________
Inte
rnal
ver
ifie
r si
gnatu
re:
________________________________
(i
f sa
mple
d)
Dat
e:___________________________
N025941 – Specification – Edexcel Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF) – Issue 1 – July 2011 © Pearson Education Limited 2011
118
Assessment requirements/evidence requirements
Evidence for learning outcome 1 must come from the candidate’s work in a hospitality workplace when helping to develop recipes and menus.
There must be sufficient evidence for the assessor to judge that the candidate can achieve the learning outcomes and assessment criteria on a consistent basis.
Learning outcomes Examples of assessment methods
Examples of evidence
1 Be able to contribute to the development of recipes and menus
Products of work
Witness testimony
Professional discussion
Candidate statement
Observation sheets
Photos
Notes of meetings with line manager and other staff
Correspondence with other staff
Records of research
Sample recipes and menus to which the learner has contributed
Witness statements
Records of professional discussion
2 Understand how to plan the development of recipes and menus
Oral questions
Written questions
Project
Reflective account
Professional discussion
Records of oral questioning
Question/answer sheets
Project
Reflective account
Records of professional discussion
Cross-reference to learning outcome 1
3 Understand how to contribute to the development of recipes and menus
Oral questions
Written questions
Project
Reflective account
Professional discussion
Records of oral questioning
Question/answer sheets
Project
Reflective account
Records of professional discussion
Cross-reference to learning outcome 1
N025941 – Specification – Edexcel Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF) – Issue 1 – July 2011 © Pearson Education Limited 2011
125
Unit 18: Ensure Food Safety Practices are Followed in the Preparation and Serving of Food and Drink
Unit code: HSL30
Unit reference number: H/502/9591
QCF level: 3
Credit value: 5
Guided learning hours: 35
Unit summary
This unit describes the competences required to ensure that appropriate food safety practices and procedures are followed in the preparation and serving of food and drink. The unit is designed for anyone who supervises the preparation and delivery of food and/or drink to consumers.
Assessment methodology
This unit is assessed in the workplace or in conditions resembling the workplace. Learners can enter the types of evidence they are presenting for assessment and the submission date against each assessment criterion. Alternatively, centre documentation should be used to record this information.
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
126
Lear
nin
g ou
tcom
es a
nd a
sses
smen
t cr
iter
ia
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
1
Be
able
to e
nsu
re food
safe
ty p
ract
ices
are
fo
llow
ed in t
he
pre
par
ation a
nd s
ervi
ng o
f fo
od a
nd d
rink
1.1
Ensu
re r
elev
ant
info
rmat
ion a
bout
food s
afet
y pro
cedure
s is
ava
ilable
1.2
Exp
lain
ow
n r
esponsi
bili
ties
in r
elat
ion t
o food
safe
ty p
roce
dure
s
1.3
Ensu
re t
hat
good h
ygie
ne
pra
ctic
es a
re in p
lace
1.4
Im
ple
men
t fo
od s
afet
y pro
cedure
s w
ithin
the
limits
of ow
n r
esponsi
bili
ty
1.5
M
onitor
ow
n a
rea o
f re
sponsi
bili
ty f
or
food s
afe
ty
haz
ards
1.6
Id
entify
pote
ntial
food s
afe
ty h
azar
ds
in o
wn a
rea
of re
sponsi
bili
ty
1.7
Rep
ort
any
pote
ntial
food s
afet
y haz
ards
for
revi
ew
1.8
Id
entify
contr
ol m
easu
res
appro
priat
e to
food
safe
ty h
azar
ds
1.9
Eva
luat
e fo
od s
afet
y pro
cedure
s
1.1
0
Feed
back
to t
he
rele
vant
per
son t
he
effe
ctiv
enes
s of th
e org
anis
atio
n’s
food s
afet
y pro
cedure
s
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
127
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
2
Under
stan
d t
he
import
ance
of en
suring
food s
afe
ty p
ract
ices
are
fo
llow
ed in t
he
pre
par
ation a
nd s
ervi
ng o
f fo
od a
nd d
rink
2.1
Exp
lain
the
import
ance
of
food s
afet
y pro
cedure
s
2.2
O
utlin
e th
e fo
od s
afet
y le
gis
lation r
equirem
ents
af
fect
ing o
wn a
rea o
f re
sponsi
bili
ty
2.3
Exp
lain
the
import
ance
of
good h
ygie
ne
pra
ctic
es
2.4
O
utlin
e th
e hyg
iene
pra
ctic
es r
elev
ant
to o
wn w
ork
2.5
Exp
lain
the
import
ance
of
bei
ng a
war
e of
pote
ntial
fo
od s
afe
ty h
azard
s in
ow
n a
rea
of
resp
onsi
bili
ty
2.6
O
utlin
e th
e princi
pal ca
use
s of fo
od s
afet
y haz
ards
2.7
Exp
lain
the
import
ance
of
effe
ctiv
e pes
t co
ntr
ol
mea
sure
s
2.8
Exp
lain
the
import
ance
of usi
ng e
ffec
tive
met
hods
for
clea
nin
g e
quip
men
t an
d s
urf
aces
2.9
Exp
lain
the
import
ance
of
dis
posi
ng o
f w
ast
e hyg
ienic
ally
and e
ffec
tive
ly
2.1
0
Exp
lain
the
import
ance
of
food t
emper
ature
contr
ol
2.1
1
Exp
lain
the
conse
quen
ces
of
cross
-conta
min
atio
n
2.1
2
Exp
lain
the
import
ance
of
pro
vidin
g f
eedbac
k o
n
food s
afe
ty p
roce
dure
s
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
128
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
3
Under
stan
d h
ow
to e
nsu
re
food s
afe
ty p
ract
ices
are
fo
llow
ed in t
he
pre
par
ation a
nd s
ervi
ng o
f fo
od a
nd d
rink
3.1
Exp
lain
the
princi
ple
s of good w
ork
pla
ce d
esig
n
3.2
Exp
lain
how
to im
ple
men
t th
e org
anis
ation’s
food
safe
ty p
roce
dure
s in
ow
n a
rea o
f re
sponsi
bili
ty
3.3
D
escr
ibe
the
diffe
rent
types
of fo
od s
afet
y haz
ards
in
cludin
g:
–
mic
robio
logic
al
–
phys
ical
–
chem
ical
–
alle
rgen
ic
3.4
D
escr
ibe
the
conditio
ns
that
aff
ect
mic
robia
l gro
wth
3.5
Exp
lain
how
to iden
tify
food s
afet
y haz
ards
3.6
Exp
lain
how
to c
ontr
ol si
gnific
ant
food s
afet
y haz
ards
3.7
Iden
tify
the
corr
ect
met
hods
to c
ontr
ol w
aste
3.8
D
escr
ibe
the
oper
atio
nal
req
uirem
ents
in r
elat
ion t
o
per
sonal
hyg
iene
pra
ctic
es t
hat
sta
ff s
hould
follo
w
3.9
Id
entify
eff
ective
met
hods
for
clea
nin
g e
quip
men
t an
d s
urf
ace
s
3.1
0
Iden
tify
the
tem
per
ature
lev
els
and c
ontr
ols
for
the
types
of
food in o
wn a
rea
of
resp
onsi
bili
ty
3.1
1
Exp
lain
how
to e
limin
ate
cross
conta
min
ation
3.1
2
Exp
lain
how
to c
onfirm
res
ponsi
bili
ties
for
food
safe
ty p
roce
dure
s to
sta
ff
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
129
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
3.1
3
Exp
lain
how
to e
nsu
re t
hat
sta
ff r
ecei
ve t
rain
ing t
o
mee
t th
eir
food s
afet
y re
sponsi
bili
ties
3.1
4
Iden
tify
the
types
of
failu
res
that
may
occ
ur
with
contr
ol m
easu
res
3.1
5
Iden
tify
the
corr
ective
act
ions
to t
ake
for
failu
res
with c
ontr
ol m
easu
res
3.1
6
Iden
tify
the
types
of
issu
es t
hat
should
be
com
munic
ated
to t
he
per
son r
esponsi
ble
for
the
food s
afe
ty p
roce
dure
s
Lear
ner
nam
e:__________________________________________
D
ate:
___________________________
Lear
ner
sig
nat
ure
:_______________________________________
D
ate:
___________________________
Ass
esso
r si
gnat
ure
:______________________________________
D
ate:
___________________________
Inte
rnal
ver
ifie
r si
gnatu
re:
________________________________
(i
f sa
mple
d)
Dat
e:___________________________
N025941 – Specification – Edexcel Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF) – Issue 1 – July 2011 © Pearson Education Limited 2011
130
Assessment requirements/evidence requirements
Evidence for learning outcome 1 must come from the candidate’s work in a hospitality workplace when ensuring food safety hygiene practice.
There must be sufficient evidence for the assessor to judge that the candidate can achieve the learning outcomes and assessment criteria on a consistent basis.
Learning outcomes Examples of assessment methods
Examples of evidence
1 Be able to ensure food safety practices are followed in the preparation and serving of food and drink
Products of work
Witness testimony
Professional discussion
Candidate statement
Observation sheets
Videos/photos
Notes of meetings with line manager
Correspondence
Food safety records
Correspondence
Team briefing notes
Witness statements
Records of professional discussion
2 Understand the importance of ensuring food safety practices are followed in the preparation and serving of food and drink
Oral questions
Written questions
Project
Reflective account
Professional discussion
Records of oral questioning
Question/answer sheets
Project
Reflective account
Records of professional discussion
Cross-reference to learning outcome 1
3 Understand how to ensure food safety practices are followed in the preparation and serving of food and drink
Oral questions
Written questions
Project
Reflective account
Professional discussion
Records of oral questioning
Question/answer sheets
Project
Reflective account
Records of professional discussion
Cross-reference to learning outcome 1
Should evidence for the following contingency assessment criteria not occur during the period of assessment, alternative assessment methods may be used.
N025941 – Specification – Edexcel Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF) – Issue 1 – July 2011 © Pearson Education Limited 2011
131
Contingencies Alternative assessment methods
Examples of evidence
1.5 Monitor own area of responsibility for food safety hazards
Simulation
Oral questions
Written questions
Professional discussion
Observation sheet
Video
Question/answer sheets
Records of professional discussion
1.6 Identify potential food safety hazards in own area of responsibility
Simulation
Oral questions
Written questions
Professional discussion
Observation sheet
Video
Question/answer sheets
Records of professional discussion
1.7 Report any potential food safety hazards for review
Simulation
Oral questions
Written questions
Professional discussion
Observation sheet
Video
Question/answer sheets
Records of professional discussion
1.8 Identify control measures appropriate to food safety hazards
Simulation
Oral questions
Written questions
Professional discussion
Observation sheet
Video
Question/answer sheets
Records of professional discussion
N025941 – Specification – Edexcel Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF) – Issue 1 – July 2011 © Pearson Education Limited 2011
133
Unit 19: Improve the Customer Relationship
Unit code: HSL23
Unit reference number: H/601/1232
QCF level: 3
Credit value: 7
Guided learning hours: 47
Unit summary
This unit is about building and improving relationships with customers. These may be internal customers or members of the public. It is about making customers feel that you genuinely want to give them high levels of service and that you will make every possible effort to meet or exceed their expectations. This encourages loyalty from external customers or good working relationships with internal customers.
Assessment methodology
This unit is assessed in the workplace or in conditions resembling the workplace. Learners can enter the types of evidence they are presenting for assessment and the submission date against each assessment criterion. Alternatively, centre documentation should be used to record this information.
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
134
Lear
nin
g ou
tcom
es a
nd a
sses
smen
t cr
iter
ia
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
1
Be
able
to im
pro
ve
com
munic
atio
n w
ith t
hei
r cu
stom
ers
1.1
Sel
ect
and u
se t
he
bes
t m
ethod o
f co
mm
unic
atio
n
to m
eet
thei
r cu
stom
ers’
exp
ecta
tions
1.2
Tak
e th
e in
itia
tive
to c
onta
ct t
hei
r cu
stom
ers
to
updat
e th
em w
hen
thin
gs
are
not
goin
g t
o p
lan o
r w
hen
they
req
uire
furt
her
info
rmat
ion
1.3
Adap
t th
eir
com
munic
atio
n t
o r
espond t
o indiv
idual
cu
stom
er’s
fee
lings
2
Be
able
to b
alan
ce t
he
nee
ds
of th
eir
cust
om
er
and t
hei
r org
anis
ation
2.1
M
eet
thei
r cu
stom
ers’
exp
ecta
tions
within
thei
r org
anis
atio
n’s
ser
vice
off
er
2.2
Exp
lain
the
reaso
ns
to t
hei
r cu
stom
ers
sensi
tive
ly
and p
osi
tive
ly w
hen
cust
om
er e
xpec
tations
cannot
be
met
2.3
Id
entify
alter
nat
ive
solu
tions
for
thei
r cu
stom
ers
eith
er w
ithin
or
outs
ide
the
org
anis
atio
n
2.4
Id
entify
the
cost
s an
d b
enef
its
of th
ese
solu
tions
to
thei
r org
anis
atio
n a
nd t
o t
hei
r cu
stom
ers
2.5
N
egotiate
and a
gre
e so
lutions
with t
hei
r cu
stom
ers
whic
h s
atis
fy t
hem
and a
re a
ccep
table
to t
hei
r org
anis
atio
n
2.6
Take
act
ion t
o s
atis
fy t
hei
r cu
stom
ers
with t
he
agre
ed s
olu
tion w
hen
bal
anci
ng c
ust
om
er n
eeds
with t
hose
of th
eir
org
anis
atio
n
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
135
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
3
Be
able
to e
xcee
d
cust
om
er e
xpec
tations
to
dev
elop t
he
rela
tionsh
ip
3.1
M
ake
extr
a ef
fort
s to
im
pro
ve t
hei
r re
lationsh
ip
with t
hei
r cu
stom
ers
3.2
Rec
ognis
e opport
unitie
s to
exc
eed t
hei
r cu
stom
ers’
ex
pec
tations
3.3
Tak
e act
ion t
o e
xcee
d t
hei
r cu
stom
ers’
exp
ecta
tions
within
the
limits
of th
eir
ow
n a
uth
ority
3.4
G
ain t
he
hel
p a
nd s
upport
of oth
ers
to e
xcee
d t
hei
r cu
stom
ers’
exp
ecta
tions
4
Under
stan
d h
ow
to
impro
ve t
he
cust
om
er
rela
tionsh
ip
4.1
D
escr
ibe
how
to m
ake
bes
t use
of th
e m
ethod o
f co
mm
unic
atio
n c
hose
n for
dea
ling w
ith t
hei
r cu
stom
ers
4.2
Exp
lain
how
to n
egotiat
e ef
fect
ivel
y w
ith t
hei
r cu
stom
ers
4.3
Exp
lain
how
to a
sses
s th
e co
sts
and b
enef
its
to
thei
r cu
stom
ers
and t
hei
r org
anis
atio
n o
f any
unusu
al a
gre
emen
t th
ey m
ake
4.4
Exp
lain
the
import
ance
of
cust
om
er loya
lty
and/o
r im
pro
ved inte
rnal
cust
om
er r
elat
ionsh
ips
to t
hei
r org
anis
atio
n
Lear
ner
nam
e:__________________________________________
D
ate:
___________________________
Lear
ner
sig
nat
ure
:_______________________________________
D
ate:
___________________________
Ass
esso
r si
gnat
ure
:______________________________________
D
ate:
___________________________
Inte
rnal
ver
ifie
r si
gnatu
re:
________________________________
(i
f sa
mple
d)
Dat
e:___________________________
N025941 – Specification – Edexcel Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF) – Issue 1 – July 2011 © Pearson Education Limited 2011
137
Unit 20: Lead and Manage Meetings
Unit code: HSL31
Unit reference number: Y/600/9686
QCF level: 3
Credit value: 4
Guided learning hours: 20
Unit summary
This unit is about leading meetings in order to achieve their objectives, which may be to solve problems, take decisions, consult with people or to exchange information and knowledge.
Assessment methodology
This unit is assessed in the workplace or in conditions resembling the workplace. Learners can enter the types of evidence they are presenting for assessment and the submission date against each assessment criterion. Alternatively, centre documentation should be used to record this information.
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
138
Lear
nin
g ou
tcom
es a
nd a
sses
smen
t cr
iter
ia
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
1
Be
able
to p
repar
e to
lea
d
a m
eeting
1.1
Per
form
act
ivitie
s nee
ded
to b
e ca
rrie
d o
ut
in
pre
par
ation for
leadin
g a
mee
ting
1.2
Pr
oduce
docu
men
tation in s
upport
of act
ivitie
s
2
Be
able
to m
anag
e m
eeting p
roce
dure
s 2.1
Id
entify
any
form
al pro
cedure
s th
at a
pply
in o
wn
org
anis
atio
n
3
Be
able
to c
hai
r a
mee
ting
3.1
M
anag
e th
e ag
enda
in c
o-o
per
ation w
ith
par
tici
pan
ts t
o e
nsu
re m
eeting o
bje
ctiv
es a
re m
et
3.2
Pr
oduce
min
ute
s of th
e m
eeting a
nd a
lloca
te a
ctio
n
poin
ts a
fter
dis
cuss
ions
4
Be
able
to u
nder
take
post
-m
eeting t
ask
s 4.1
Exp
lain
that
the
min
ute
s of th
e m
eeting p
rovi
de
an
accu
rate
rec
ord
of pro
ceed
ings
4.2
Com
munic
ate
and follo
w u
p m
eeting o
utc
om
es t
o
rele
vant
indiv
idual
s
4.3
Eva
luat
e w
het
her
the
mee
ting’s
obje
ctiv
es w
ere
met
and iden
tify
pote
ntial
im
pro
vem
ents
Lear
ner
nam
e:__________________________________________
D
ate:
___________________________
Lear
ner
sig
nat
ure
:_______________________________________
D
ate:
___________________________
Ass
esso
r si
gnat
ure
:______________________________________
D
ate:
___________________________
Inte
rnal
ver
ifie
r si
gnatu
re:
________________________________
(i
f sa
mple
d)
Dat
e:___________________________
N025941 – Specification – Edexcel Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF) – Issue 1 – July 2011 © Pearson Education Limited 2011
143
Unit 22: Manage the Receipt, Storage or Dispatch of Goods
Unit code: HSL14
Unit reference number: A/502/9564
QCF level: 3
Credit value: 3
Guided learning hours: 21
Unit summary
This unit is about managing the receipt, storage or dispatch of goods.
Assessment methodology
This unit is assessed in the workplace or in conditions resembling the workplace. Learners can enter the types of evidence they are presenting for assessment and the submission date against each assessment criterion. Alternatively, centre documentation should be used to record this information.
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
144
Lear
nin
g ou
tcom
es a
nd a
sses
smen
t cr
iter
ia
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
1
Be
able
to m
anag
e th
e re
ceip
t, s
tora
ge
and
dis
patc
h o
f goods
1.1
Confirm
the
quan
tity
and t
ypes
of goods
bei
ng
man
aged
1.2
D
eter
min
e th
e st
ora
ge
conditio
ns
and e
quip
men
t re
quired
to m
anag
e th
e goods
1.3
Eva
luat
e th
e ca
pac
ity
of th
e st
ora
ge
faci
lity
1.4
Id
entify
appro
priat
e are
as for
rece
ivin
g,
storing,
or
dis
patc
hin
g g
oods
1.5
O
rgan
ise
the
move
men
t or
rota
tion o
f goods
to
assi
st r
ecei
ving,
stori
ng,
or
dis
pat
chin
g g
oods
1.6
Ensu
re a
ny
monitori
ng a
ctiv
itie
s, t
ests
, and o
ther
st
ora
ge
arr
angem
ents
req
uired
for
the
goods
are
ca
rrie
d o
ut
in a
ccord
ance
with o
rgan
isational
pro
cedure
s
1.7
D
eter
min
e re
quir
emen
ts f
or
faci
litie
s an
d
equip
men
t to
be
use
d w
ith t
he
goods
1.8
M
ainta
in t
he
org
anis
atio
n’s
logis
tics
res
ourc
es
1.9
M
anag
e th
e re
ceip
t, s
tora
ge,
and d
ispat
ch o
f goods
1.1
0
Provi
de
info
rmat
ion o
n t
he
goods
and t
hei
r re
quirem
ents
to a
ll re
leva
nt
peo
ple
1.1
1
Iden
tify
any
rele
vant
hea
lth,
safe
ty,
and s
ecurity
is
sues
rel
ating t
o t
he
man
agem
ent
of th
e goods
1.1
2
Iden
tify
any
pro
ble
ms
when
manag
ing t
he
goods
1.1
3
Dea
l w
ith a
ny
pro
ble
ms
with m
anag
ing t
he
goods
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
145
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
1.1
4
Rep
ort
work
act
ivitie
s in
the
appro
priate
in
form
atio
n s
yste
ms
acco
rdin
g t
o o
rgan
isational
pro
cedure
s
1.1
5
Com
ply
with a
ll re
leva
nt
work
and s
afe
ty
legis
lation,
regula
tions,
sta
ndar
ds
and
org
anis
atio
nal
pro
cedure
s
2
Under
stan
d h
ow
to
man
age
the
rece
ipt,
st
ora
ge
and d
ispat
ch o
f goods
2.1
Id
entify
sourc
es o
f in
form
ation o
n leg
isla
tion a
nd
regula
tions
2.2
D
escr
ibe
the
legis
lation a
nd r
egula
tions
that
apply
to
ow
n a
rea
of re
sponsi
bili
ty
2.3
D
escr
ibe
the
legal
req
uirem
ents
for
the
stora
ge
and
dis
trib
ution o
f sp
ecific
goods
and m
ater
ials
2.4
D
escr
ibe
the
work
ing p
ract
ices
, oper
atin
g
pro
cedure
s, g
uid
elin
es a
nd c
odes
of pra
ctic
e
2.5
Exp
lain
the
role
s an
d r
esponsi
bili
ties
of
diffe
rent
colle
agues
2.6
Id
entify
the
reso
urc
es a
vaila
ble
within
the
org
anis
atio
n
2.7
D
escr
ibe
the
report
ing r
esponsi
bili
ties
and
info
rmat
ion s
yste
ms
use
d b
y th
e org
anis
ation f
or
spec
ific
work
act
ivitie
s
2.8
Id
entify
sourc
es o
f in
form
ation o
n t
he
capac
ity
and
limitat
ions
of a s
tora
ge
faci
lity
2.9
Id
entify
the
stora
ge
area
s re
leva
nt
to t
he
type
of
goods
to b
e re
ceiv
ed,
store
d,
or
dis
pat
ched
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
146
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
2.1
0
Exp
lain
any
spec
ial re
quirem
ents
rel
atin
g t
o t
he
rece
ipt,
sto
rage
or
dis
pat
ch o
f goods
2.1
1
Exp
lain
monitoring a
nd t
esting s
yste
ms
and
pro
cedure
s
2.1
2
Exp
lain
the
met
hods
of st
ock
rota
tion a
nd
move
men
t
2.1
3
Iden
tify
the
types
of
pro
ble
m t
hat
may
aris
e w
hen
m
anag
ing t
he
pro
cess
ing o
f goods
Lear
ner
nam
e:__________________________________________
D
ate:
___________________________
Lear
ner
sig
nat
ure
:_______________________________________
D
ate:
___________________________
Ass
esso
r si
gnat
ure
:______________________________________
D
ate:
___________________________
Inte
rnal
ver
ifie
r si
gnatu
re:
________________________________
(i
f sa
mple
d)
Dat
e:___________________________
N025941 – Specification – Edexcel Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF) – Issue 1 – July 2011 © Pearson Education Limited 2011
147
Assessment requirements/evidence requirements
Evidence for learning outcome 1 must come from the candidate’s work in a hospitality workplace when managing the receipt, storage or dispatch of goods.
There must be sufficient evidence for the assessor to judge that the candidate can achieve the learning outcomes and assessment criteria on a consistent basis.
Learning outcomes Examples of assessment methods
Examples of evidence
1 Be able to manage the receipt, storage and dispatch of goods
Observation
Products of work
Witness testimony
Professional discussion
Candidate statement
Observation sheets
Videos/photos
Store records
Notes of meetings with line manager
Correspondence with other staff
Work schedules
Witness statements
Records of professional discussion
2 Understand how to manage the receipt, storage and dispatch of goods
Oral questions
Written questions
Project
Reflective account
Professional discussion
Records of oral questioning
Question/answer sheets
Project
Reflective account
Records of professional discussion
Cross-reference to learning outcome 1
Should evidence for the following contingency assessment criteria not occur during the period of assessment, alternative assessment methods may be used.
Contingencies Alternative assessment methods
Examples of evidence
1.12 Identify any problems when managing the goods
Simulation
Oral questions
Written questions
Professional discussion
Observation sheet
Video
Question/answer sheets
Records of professional discussion
N025941 – Specification – Edexcel Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF) – Issue 1 – July 2011 © Pearson Education Limited 2011
148
Contingencies Alternative assessment methods
Examples of evidence
1.13 Deal with any problems with managing the goods
Simulation
Oral questions
Written questions
Professional discussion
Observation sheet
Video
Question/answer sheets
Records of professional discussion
N025941 – Specification – Edexcel Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF) – Issue 1 – July 2011 © Pearson Education Limited 2011
175
Unit 27: Supervise Practices for Handling Payments
Unit code: HSL26
Unit reference number: D/502/9539
QCF level: 3
Credit value: 4
Guided learning hours: 18
Unit summary
This unit is about monitoring and controlling the handling of payments, collecting takings and processing payment information. This unit also requires maintaining security and dealing with difficulties that may arise in connection with payments and takings.
Assessment methodology
This unit is assessed in the workplace or in conditions resembling the workplace. Learners can enter the types of evidence they are presenting for assessment and the submission date against each assessment criterion. Alternatively, centre documentation should be used to record this information.
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
176
Lear
nin
g ou
tcom
es a
nd a
sses
smen
t cr
iter
ia
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
1
Be
able
to s
uper
vise
pra
ctic
es f
or
han
dlin
g
pay
men
ts
1.1
Ensu
re s
taff h
ave
the
reso
urc
es,
info
rmat
ion a
nd
skill
s nee
ded
to c
arr
y out
thei
r re
sponsi
bili
ties
1.2
Ensu
re t
hat
staf
f co
mm
unic
ate
with c
ust
om
ers
in a
w
ay t
hat
is lik
ely
to p
rom
ote
goodw
ill a
nd
under
stan
din
g
1.3
Ensu
re s
taff h
andle
pay
men
ts a
nd r
efunds
acc
ord
ing t
o t
he
org
anis
atio
n’s
pro
cedure
s
1.4
Ensu
re s
taff f
ollo
w p
aym
ent
poin
t sa
fety
and
secu
rity
pro
cedure
s
1.5
D
eal ef
fect
ivel
y w
ith a
ny
pro
ble
ms
whic
h o
ccur
at
pay
men
t poin
ts
1.6
Colle
ct p
aym
ent
poin
t co
nte
nts
in lin
e w
ith t
he
org
anis
atio
n’s
pro
cedure
s
1.7
Rec
onci
le a
ctual
taki
ngs
agai
nst
rec
ord
ed t
akin
gs
1.8
D
eal w
ith d
iscr
epan
cies
bet
wee
n t
akin
gs
follo
win
g
org
anis
atio
n’s
pro
cedure
s an
d leg
al r
equirem
ents
1.9
Com
ple
te d
ocu
men
ts r
elating t
o t
akin
gs
and
pro
cess
in lin
e w
ith t
he
org
anis
atio
n’s
pro
cedure
s
1.1
0
Proce
ss d
ocu
men
ts r
elat
ing t
o t
akin
gs
and p
roce
ss
in lin
e w
ith t
he
org
anis
atio
n’s
pro
cedure
s
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
177
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
2
Under
stan
d h
ow
pay
men
ts
should
be
han
dle
d
2.1
D
escr
ibe
the
diffe
rent
role
s an
d r
esponsi
bili
ties
of
indiv
idual
s in
ow
n a
rea
of re
sponsi
bili
ty in r
elation
to h
andlin
g p
aym
ents
and c
olle
ctin
g t
aki
ngs
2.2
Exp
lain
lim
its
of ow
n a
uth
ority
when
contr
olli
ng
pay
men
ts
2.3
Id
entify
the
met
hods
of pay
men
t th
at a
re:
–
acce
pte
d in t
he
org
anis
atio
n
–
use
d in t
he
hosp
italit
y in
dust
ry
2.4
Id
entify
the
org
anis
ational
guid
elin
es a
nd
pro
cedure
s th
at s
hould
to b
e fo
llow
ed w
hen
:
–
han
dlin
g p
aym
ents
–
pro
cess
ing p
aym
ents
–
pro
cess
ing p
aym
ent
info
rmation
–
colle
ctin
g t
aki
ngs
2.5
D
escr
ibe
how
to p
rese
nt
info
rmat
ion r
elat
ing t
o
pay
men
t pro
cedure
s to
sta
ff
2.6
D
escr
ibe
the
confirm
atio
n s
yste
ms
that
should
be
use
d w
hen
auth
orisi
ng p
aym
ents
2.7
Id
entify
the
elec
tronic
poin
t of
sale
sys
tem
s (E
POS)
use
d w
ithin
ow
n a
rea
of re
sponsi
bili
ty
2.8
Exp
lain
how
to iden
tify
and d
eal w
ith d
iscr
epan
cies
2.9
Exp
lain
how
to c
om
ple
te d
ocu
men
tation t
hat
is
nee
ded
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
178
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
3
Under
stan
d h
ow
to
super
vise
pra
ctic
es f
or
han
dlin
g p
aym
ents
3.1
Exp
lain
how
to e
stim
ate
the
till
item
s nee
ded
for
han
dlin
g p
aym
ents
3.2
Id
entify
who t
o g
ain a
ppro
val fr
om
when
additio
nal
till
item
s are
req
uired
3.3
D
escr
ibe
how
to c
ontr
ol th
e is
sue
and u
se o
f till
item
s
3.4
Exp
lain
how
to o
per
ate
the
paym
ent
poin
ts a
nd
equip
men
t use
d in o
wn o
rgan
isat
ion
3.5
Exp
lain
how
to o
bta
in t
ill r
eadin
gs
3.6
Id
entify
the
types
of
pro
ble
ms
that
may
occ
ur
when
co
ntr
olli
ng p
aym
ent
pra
ctic
es
3.7
Exp
lain
how
to d
eal w
ith p
aym
ent
pra
ctic
e pro
ble
ms
3.8
Exp
lain
how
to m
onitor
staf
f per
form
ance
agai
nst
org
anis
atio
nal
sta
ndard
s
3.9
D
escr
ibe
what
act
ion t
o t
ake
when
sta
ff
per
form
ance
fal
ls b
elow
sta
ndar
ds
3.1
0
Exp
lain
how
to d
eal w
ith s
usp
ecte
d d
ishones
ty in
the
org
anis
atio
n
3.1
1
Exp
lain
how
to d
eal w
ith fra
udule
nt
pay
men
ts
3.1
2
Des
crib
e how
to r
ecord
info
rmation a
bout
pay
men
ts
3.1
3
Iden
tify
who info
rmation o
n p
aym
ent
han
dlin
g
should
be
pas
sed o
n t
o
N025941 –
Spec
ific
atio
n –
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Hosp
ital
ity
Super
visi
on a
nd
Lead
ersh
ip (
QCF)
– I
ssue
1 –
July
2011
© P
ears
on E
duca
tion L
imited
2011
179
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
3.1
4
Exp
lain
how
to p
lan a
nd im
ple
men
t th
e org
anis
atio
ns
secu
rity
pro
cedure
s to
pro
tect
sta
ff
and t
aki
ngs
3.1
5
Iden
tify
who t
o g
ain s
ecurity
advi
ce fro
m
3.1
6
Exp
lain
how
to d
eal w
ith e
mer
gen
cy s
ituat
ions
incl
udin
g r
obber
y an
d t
hre
ats
to s
afe
ty
Lear
ner
nam
e:__________________________________________
D
ate:
___________________________
Lear
ner
sig
nat
ure
:_______________________________________
D
ate:
___________________________
Ass
esso
r si
gnat
ure
:______________________________________
D
ate:
___________________________
Inte
rnal
ver
ifie
r si
gnatu
re:
________________________________
(i
f sa
mple
d)
Dat
e:___________________________
N025941 – Specification – Edexcel Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF) – Issue 1 – July 2011 © Pearson Education Limited 2011
180
Assessment requirements/evidence requirements
Evidence for learning outcome 1 must come from the candidate’s work in a hospitality workplace when supervising practices for payments.
There must be sufficient evidence for the assessor to judge that the candidate can achieve the learning outcomes and assessment criteria on a consistent basis.
Learning outcomes Examples of assessment methods
Examples of evidence
1 Be able to supervise practices for handling payments
Observation
Products of work
Witness testimony
Professional discussion
Candidate statement
Observation sheets
Videos/photos
Notes of meetings with line manager
Till and other financial records
Team briefing notes
Work schedules
Witness statements
Records of professional discussion
2 Understand how payments should be handled
Oral questions
Written questions
Project
Reflective account
Professional discussion
Records of oral questioning
Question/answer sheets
Project
Reflective account
Records of professional discussion
Cross-reference to learning outcome 1
3 Understand how to supervise practices for handling payments
Oral questions
Written questions
Project
Reflective account
Professional discussion
Records of oral questioning
Question/answer sheets
Project
Reflective account
Records of professional discussion
Cross-reference to learning outcome 1
Should evidence for the following contingency assessment criteria not occur during the period of assessment, alternative assessment methods may be used.
N025941 – Specification – Edexcel Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF) – Issue 1 – July 2011 © Pearson Education Limited 2011
181
Contingencies Alternative assessment methods
Examples of evidence
1.5 Deal effectively with any problems which occur at payment points
Simulation
Oral questions
Written questions
Professional discussion
Observation sheet
Video
Question/answer sheets
Records of professional discussion
1.8 Deal with discrepancies between takings following organisations procedure’s and legal requirements
Simulation
Oral questions
Written questions
Professional discussion
Observation sheet
Video
Question/answer sheets
Records of professional discussion
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