Assessment Knowledge Module - BIIAB · Assessment Knowledge Module Unit HS1 (R/502/3964) Principles...

Assessment Knowledge Module

Unit HS1 (R/502/3964)

Principles of leading a team in the hospitality industry Version 1 – April 2015

HS1 (R/502/3964) Version 1© BIIAB April 2015 1

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Unit HS1 (R/502/3964) - Principles of leading a team in the hospitality industry

Unit Purpose

The purpose of this unit is to enable you to learn about, and understand, the importance of leading a team within the hospitality industry

You will do this by learning about and understanding:

• the different types of hospitality organisations and service styles • the need for effective communication • how to lead a team effectively • leadership styles and how they differ • the importance of setting objectives and reviewing allocations • requirements of key legislation and the consequences of failing to follow them • the factors that impact on the hospitality industry

What you need to complete

In order to meet the assessment requirements for the unit you will need to complete the module, giving full and detailed answers to each question.

Your assessor will assess the module and give you feedback on how you have achieved, and what you need to do in order to develop further.

After you have completed the module and your assessor has confirmed that it is complete, you will need to sign and date at the bottom of the ongoing assessor feedback record.


Unit Content Learning Outcome Assessment Criterion Suggested Assessment Methods Assessment Guidance 1. Know the different types of

hospitality organisations 1.1 Describe key types of hospitality

organisations 1.2 Describe the characteristics of

different service styles in the hospitality and catering industry

1.3 Outline internal and external factors that affect hospitality organisations

• learner statement • questions and answers

Learners must consider Political, Economic, Social, Technological and Environmental factors on businesses across this Outcome. For each criterion, the assessor and learner need to ensure that the descriptors (describe, outline) have been fully addressed. 1.1 Three different types of

hospitality organisations are required.

1.3 Three examples of internal

factors and three examples of external factors that affect hospitality organisations are required.


2. Understand the need for

effective communication 2.1 Describe key ways in which

supervisors can communicate with - colleagues (peers/managers) - customers/clients - suppliers

2.2 Explain the benefits of effective communication

2.3 Analyse a range of effective methods of communication used within hospitality organisations

2.4 Explain why different methods of communication are used in different scenarios


Learners must across this Outcome:

• also include merchandising messages as a method of communication

• consider various forms of technology in communication.

For each criterion, the assessor and learner need to ensure that the descriptors (describe, explain, analyse) have been fully addressed.

3. Understand how to lead a team effectively

3.1 Describe how to support, motivate and develop staff in a team

3.2 Explain the importance of effective working relationships and the impact on the organisation

3.3 Explain the importance of performance management and its impact on the organisation

3.4 Identify various leadership styles and how they differ

3.5 Explain how different styles of leadership can be effective within the hospitality and catering industry

3.6 Explain the principles of

• learner statement • questions and answers • professional discussion

Learners must across this Outcome:

• consider the uses and effectiveness of reward and recognition and on-the-job coaching within a hospitality team

• also consider appraisals, disciplinary & grievance procedures and personal development plans as part of performance management

For each criterion, the assessor and learner need to ensure that the descriptors (describe, explain,


developing daily and weekly work plans including - monitoring trends - contingency planning - operating constraints - outside influence - allocation of work

3.7 Explain the importance of objective setting in daily and weekly allocation of work

3.8 Explain the importance of ongoing review of work allocation

3.9 Describe internal and external operational factors that affect decision making

3.10 Produce daily and weekly work plans

3.11 Identify factors that may influence long term work planning

identify, produce) have been fully addressed. 3.1 Two different ways in which you

can support, motivate and develop staff in a team are required.

3.4 Three different leadership styles

and a description of how they differ in style are required.


4. Understand factors that impact

on the hospitality industry 4.1 Describe requirements of key

legislation that applies to the hospitality industry

4.2 Describe the impact of key regulations and codes of practice on behaviour and service delivery in the hospitality industry

4.3 Explain the consequences of failing to follow key internal and external regulations and codes of practice

4.4 Outline environmental issues that affect the hospitality industry including: - recycling & waste

management - energy utilisation

4.5 Describe the health, safety and security responsibilities of individuals and team leaders in hospitality organisations

4.6 State common hazards and risks in hospitality organisations

4.7 Describe the consequences of not following health and safety procedures to staff, the business and the company

4.8 State supervisor responsibilities for responding to identified risks

in hospitality organisations


Learners should consider at least the relevance of Health and safety, Licensing, Food safety, Equality and Diversity, Employment Law, Data protection and Accommodation legislation across this Outcome. For each criterion, the assessor and learner need to ensure that the descriptors (describe, explain, outline, state) have been fully addressed. 4.3 Three examples of the

consequences of failing to follow key internal and external regulations and codes of practice are required.

4.6 Four examples of common

hazards and risks in hospitality organisations are required.

4.8 Two responsibilities a supervisor

has for responding to identified risks in hospitality organisations are required.


Background to achievement of the unit This unit is important for anyone already working, or wishing to work, in the hospitality industry and lead a team. You should have a good understanding of the different types of hospitality organisations and the types of internal and external factors that can affect these. You need to be aware of the requirements of key legislation and realise the impact that these can have on service delivery. You need to understand how to lead a team effectively and know different methods and techniques that can be used to support, motivate and develop confidence in the team. It is vital to know the importance of clear communication in order to perform an effective management role. You should consider this when answering the questions.


1. Name three different types of hospitality organisations and give a brief description of each. (ac1.1)

1. 2. 3.

2. Complete the following activity to describe the characteristics of the different types of service styles in the hospitality and catering industry. (ac1.2)

Service style Characteristics of style Silver Service

Buffet

Room Service

Counter Service


3. Give at least three examples of internal factors and at least three examples of external factors that affect hospitality organisations. Reference must be

made to Political, Economic, Social, Technological and Environmental factors amongst the answers. (ac1.3)

Internal factors that affect hospitality organisations External factors that affect hospitality organisations


4. Complete the following table to explain (a) the most appropriate way a supervisor can communicate with colleagues, customers/clients and suppliers (b) why it is appropriate to use these different communication methods Give an example of a scenario where each would be used. (ac2.1, 2.4) Most appropriate way to

communicate Why it is appropriate to use this method of communication

Example of a scenario where this communication method would be used

Colleagues (peers/managers)

Customers/clients

Suppliers


5. What are the benefits of effective communication? (ac2.2)

6. Complete the following activity by stating the advantages and disadvantages of the different methods of communication used in hospitality organisations. (ac2.3)

Communication method

Advantages Disadvantages

Telephone

Email

Letter

Internet


7. Describe at least three different ways in which you can effectively support, motivate and develop staff in a team. Reference must be made to the uses

and effectiveness of reward and recognition and on-the-job coaching within a hospitality team. (ac3.1)

1. 2. 3.


8. Complete the following activity to explain:

(a) the importance of effective working relationships and performance management (must include appraisals, disciplinary and grievance procedures and personal development plans as part of performance management)

(b) the impact they both have on the organisation (ac3.2, 3.3)

The importance The impact on the organisation Effective working relationships

Performance management


9. State three different leadership styles and describe how they differ in style. (ac3.4)

Leadership style Description of leadership style 1.

2.

3.

10. Explain how the leadership styles you have mentioned in Q9 can be effective in the hospitality and catering industry. (ac3.5)

1.

2.

3.


11. Have a discussion with your assessor about the principles of planning and developing work plans on a daily and weekly basis. You must attach an

example of a daily and weekly work plan that you have developed to help with the discussion and provide further evidence.

(ac3.6, 3.7, 3.8, 3.9, 3.10, 3.11)

Whilst having the discussion, you need to tell your assessor:

• how you monitor trends, outside influences and operating constraints when developing plans, and confirm this meets organisational and industry standards

• how you carry out contingency planning and confirm this meets organisational and industry standards • how you allocate work and set objectives and confirm this meets organisational and industry standards • the importance of setting objectives in the daily and weekly allocation of work • the importance of reviewing work allocations • internal and external operational factors that affect decision making • factors that may influence long term work planning

You can make notes in the box overleaf to help you for when you have your discussion. Your notes should be a reminder of what you want to say to your assessor; you should not read from them. If your assessor feels you need help, he/she will prompt you by asking a question and then you can look at your notes and answer from those.


Learner’s notes


12. Complete the following table to describe the requirements of key legislation and codes of practice and the impact that they have on behaviour and

service delivery in the hospitality industry. (ac4.1, 4.2)

Legislation Requirements of legislation Impact on behaviour and service delivery

Health & Safety at Work Act

Licensing Act

Food Safety Act

Equality Act (including reference to Diversity)


Data Protection Act

Accommodation legislation

13. Give three examples of the consequences of failing to follow key internal and external regulations and codes of practice. (ac4.3)

1. 2. 3.


14. How do the following environmental issues affect the hospitality industry? (ac4.4)

Recycling and waste management

Energy utilisation


15. Explain the health, safety and security responsibilities of individuals and team leaders in hospitality organisations. (ac4.5)

Individuals

Team Leaders

16. Give four examples of common hazards and risks in hospitality organisations. (ac4.6)

1. 2. 3. 4.


17. What are the consequences to staff, the business and the company of failing to follow health and safety procedures? (ac4.7)

18. State two responsibilities a supervisor has for responding to identified risks in hospitality organisations? (ac4.8)

1. 2.


Assessment Knowledge Module - BIIAB · Assessment Knowledge Module Unit HS1 (R/502/3964) Principles...

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