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

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

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