Qualification Specification Hospitality · Qualification Specification: Hospitality Page 2 of 49...

Qualification Specification

Hospitality

Version 4.0

(February 2018)

Qualification Specification: Hospitality

Page 1 of 49


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This qualification specification covers the following qualifications:

Qualification Title Qualification

Number

Gateway Qualifications Level 2 NVQ Diploma in Hospitality Services 601/6740/3

Gateway Qualifications Level 2 Certificate in Hospitality and Catering Principles (Hospitality Services)

601/6741/5

Gateway Qualifications Level 2 NVQ Diploma in Food and Beverage Service

601/6744/0

Gateway Qualifications Level 2 Certificate in Hospitality and Catering Principles (Food and Beverage Service)

601/6745/2

Gateway Qualifications Level 2 NVQ Diploma in Housekeeping 601/6746/4

Gateway Qualifications Level 2 Certificate in Hospitality and Catering Principles (Housekeeping)

601/6747/6

Gateway Qualifications Level 2 NVQ Diploma in Front of House Reception 601/6749/X

Gateway Qualifications Level 2 Certificate in Hospitality and Catering Principles (Front of House Reception)

601/6748/8

Gateway Qualifications Level 3 NVQ Diploma in Hospitality Supervision and Leadership

601/6759/2

Gateway Qualifications Level 3 Award In Hospitality Supervision and Leadership Principles

601/6760/9

Gateway Qualifications Level 3 Certificate in Hospitality Retail Outlet Management

601/6761/0

Gateway Qualifications Level 3 Certificate In Principles of Hospitality Retail Outlet Management

601/6762/2


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About this qualification specification

This qualification specification is intended for Tutors, Assessors, Internal Quality Assurers, Centre Quality Managers and other staff within Gateway Qualifications recognised centres and/or prospective centres. It sets out what is required of the learner in order to achieve the qualification. It also contains information specific to managing and delivering the qualification(s) including specific quality assurance requirements. The guide should be read in conjunction with the Gateway Qualifications Centre Handbook and other publications available on the website which contain more detailed guidance on assessment and verification practice. In order to offer this qualification, you must be a Gateway Qualifications recognised centre. If your centre is not yet recognised, please contact our Development Team to discuss becoming Gateway Qualifications Recognised Centre: Telephone: 01206 911211 Email: [email protected] Website: https://www.gatewayqualifications.org.uk/advice-guidance/delivering-our-qualifications/become-recognised-centre/

https://www.gatewayqualifications.org.uk/advice-guidance/delivering-our-qualifications/become-recognised-centre/

https://www.gatewayqualifications.org.uk/advice-guidance/delivering-our-qualifications/become-recognised-centre/


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Contents 1. Qualification Information .................................................................................................. 6

1.1 About the qualifications ................................................................................................ 6

1.2 Objective ...................................................................................................................... 6

1.3 Key Facts ..................................................................................................................... 6

1.4 Funding ........................................................................................................................ 7

1.5 Achievement methodology ........................................................................................... 7

1.6 Geographical Coverage ............................................................................................... 7

1.7 Progression Opportunities ............................................................................................ 8

1.8 Relationship with other frameworks .............................................................................. 8

2 Learner Entry Requirements ............................................................................................ 9

2.1 Age .............................................................................................................................. 9

2.2 Prior Qualifications or Units .......................................................................................... 9

2.3 Prior Skills/Knowledge/Understanding .......................................................................... 9

2.4 Restrictions .................................................................................................................. 9

2.5 Access to qualifications for learners with disabilities or specific needs ......................... 9

2.6 Additional Requirements/Guidance ............................................................................ 10

2.7 Recruiting Learners with Integrity ............................................................................... 10

3 Achieving the Qualification ............................................................................................ 11

3.1 Qualification Structure (Rules of Combination and Unit List) ...................................... 11

For information on Recognition of Prior Learning/Exempt and Equivalent units please see section 3.2 Recognition of Prior Learning (RPL)/Exemptions/Equivalencies ....................................................................................... 11

Gateway Qualifications Level 2 NVQ Diploma in Hospitality Services................................ 11

Gateway Qualifications Level 2 Certificate in Hospitality and Catering Principles (Hospitality Services) ......................................................................................................... 16

Gateway Qualifications Level 2 NVQ Diploma in Food and Beverage Service ................... 19

Gateway Qualifications Level 2 Certificate In Hospitality and Catering Principles (Food and Beverage Service) ............................................................................................ 22

Gateway Qualifications Level 2 NVQ Diploma in Housekeeping ........................................ 24

Gateway Qualifications Level 2 Certificate In Hospitality and Catering Principles (Housekeeping) ................................................................................................................. 26

Gateway Qualifications Level 2 NVQ Diploma in Front of House Reception ...................... 27

Gateway Qualifications Level 2 Certificate In Hospitality and Catering Principles (Front of House Reception) ............................................................................................... 29

Gateway Qualifications Level 3 NVQ Diploma in Hospitality Supervision and Leadership ........................................................................................................................ 31

Gateway Qualifications Level 3 Award In Hospitality Supervision and Leadership Principles ........................................................................................................................... 34

Gateway Qualifications Level 3 Certificate In Hospitality Retail Outlet Management .......... 35


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Gateway Qualifications Level 3 Certificate In Principles of Hospitality Retail Outlet Management ..................................................................................................................... 37

3.2 Recognition of Prior Learning (RPL) ........................................................................... 38

3.3 Links to other qualifications ........................................................................................ 38

4 Assessment and Quality Assurance .............................................................................. 39

4.1 Method of Assessment ............................................................................................... 39

4.2 Assessment Materials ................................................................................................ 40

4.3 Qualification-Specific Centre Requirements ............................................................... 40

4.4 Qualification-Specific Tutor/Assessor/Verifier Requirements ...................................... 40

4.5 Qualification-Specific Quality Assurance Requirements ............................................. 41

4.6 Additional Requirements/Guidance ............................................................................ 42

5 What to do next ............................................................................................................... 44

6 Gateway Qualifications ................................................................................................... 44

7 Appendices ...................................................................................................................... 45

Appendix 1 – Methods of Assessment for Competence Based Qualifications .................... 45


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1. Qualification Information

1.1 About the qualifications

The qualifications have been approved by the Office of Qualifications and Examinations Regulation (Ofqual) that regulates qualifications, examinations and assessments in England.

1.2 Objective

The objective of the Gateway Qualifications Level 2 and 3 Hospitality qualifications is to prepare learners for employment in the Hospitality sector.

1.3 Key Facts

Qualification Title in full Credit

Value Total

Qualification Time

Guided Learning

Hours

Gateway Qualifications Level 2 NVQ Diploma in Hospitality Services

37 370 266


15 150 105


37 370 279

Gateway Qualifications Level 2 Certificate in Hospitality and Catering Principles (Food and Beverage Service)

16 160 110

Gateway Qualifications Level 2 NVQ Diploma in Housekeeping

37 370 281

Gateway Qualifications Level 2 Certificate in Hospitality and Catering Principles (Housekeeping)

13 130 97

Gateway Qualifications Level 2 NVQ Diploma in Front of House Reception

37 370 224

Gateway Qualifications Level 2 Certificate in Hospitality and Catering Principles (Front of House Reception)

14 140 100

Gateway Qualifications Level 3 NVQ Diploma in Hospitality Supervision and Leadership

37 370 206

Gateway Qualifications Level 3 Award In Hospitality Supervision and Leadership Principles

11 110 78

Gateway Qualifications Level 3 Certificate in Hospitality Retail Outlet Management

31 310 210

Gateway Qualifications Level 3 Certificate In Principles of Hospitality Retail Outlet

16 160 120


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Management

Total Qualification Time is the number of notional hours which represents an estimate of the total amount of time that could be reasonably expected to be required for a Learner to achieve and demonstrate the achievement of the level of attainment necessary for the award of the qualification. Total Qualification Time is comprised of the following two elements:

• the number of hours which an awarding organisation has assigned to a qualification for Guided Learning, and

• an estimate of the number of hours a Learner will reasonably be likely to spend in preparation, study or any other form of participation in education or training, including assessment, which takes place by – but, unlike Guided Learning, not under the Immediate Guidance or Supervision of – a lecturer, supervisor, tutor or other appropriate provider of education or training.

1.4 Funding

For information regarding potential sources of funding please visit the following the Education and Skills Funding Agency: https://www.gov.uk/government/organisations/education-and-skills-funding-agency. The qualification is not listed for public funding in Wales.

1.5 Achievement methodology

The qualification will be awarded to learners who successfully achieve an approved combination of units through a Portfolio of Evidence that has been successfully verified and monitored through Gateway Qualifications’ Quality Assurance process. Achievement is therefore determined by successful completion of unit assessment with no further requirement for additional/summative assessment.

1.6 Geographical Coverage

This qualification has been approved by Ofqual to be offered in England and by Qualification Wales to be delivered in Wales. If a centre based in Northern Ireland or overseas (including Scotland) would like to offer this qualification, they should make an enquiry to Gateway Qualifications.

https://www.gov.uk/government/organisations/education-and-skills-funding-agency


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1.7 Progression Opportunities

Learners completing the Level 2 qualifications could progress onto:

• a Hospitality related apprenticeship

• other vocational qualification such as: o Level 2 Certificate for Personal License Holders. o Level 3 Certificate in Hospitality Business Management o Level 3 Diploma in Hospitality.

• further training and development Learners completing the Level 3 qualifications could progress onto:

• a Hospitality related apprenticeship

• Level 4 Certificate in Multiple Licensed Premises Management

• Level 5 management qualifications

• Foundation Degree in Hospitality Management

• HE programmes for example, in International Tourism and Hospitality Management, Hospitality Management or International Hotel Management.

1.8 Relationship with other frameworks

The Gateway Qualifications hospitality qualifications are related to the National Occupational Standards (NOS) developed by People 1st. They provide a significant amount of knowledge, understanding and skills development that underpins occupational competence in a wide variety of roles within the hospitality industry.


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2 Learner Entry Requirements

2.1 Age

The approved age range for these qualifications is: 16+.

2.2 Prior Qualifications or Units

There is no requirement for learners to have achieved prior qualifications or units. Please refer to Section 2.4 Restrictions.

2.3 Prior Skills/Knowledge/Understanding

There is no requirement for learners to have prior skills, knowledge or understanding. However, employers are looking for those who are keen to work as part of a team, have

a 'can do attitude' and have high standards of personal hygiene. Applicants will need basic communication skills on which these qualifications and apprenticeships will build, be excellent timekeepers and be willing to work shifts, which will often be outside the 9.00am - 5.00 pm pattern. 2.4 Restrictions

There are no restrictions to entry.

2.5 Access to qualifications for learners with disabilities or specific needs

It is Gateway Qualifications’ aim that there shall be equal opportunities within this organisation and in all the services it provides and within its recognised centres and via the services they provide and so meet the organisation’s legal responsibilities to prevent discrimination. In particular it is the organisation’s intention that there should be no discrimination on the grounds of a protected characteristic including age, disability, gender assignment, marriage and civil partnership, pregnancy and maternity, race, religion and belief, sex, sexual orientation. It is acknowledged that this is not an exhaustive list. Gateway Qualifications and recognised centres have a responsibility to ensure that the process of assessment is robust and fair and allows the learner to show what they know and can do without compromising the assessment criteria. Details on how to make adjustments for learners is set out in the Reasonable Adjustment and Special Considerations Policy.


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2.6 Additional Requirements/Guidance

It should be noted that for competence-based qualifications there is a requirement that the learner is willing to serve alcohol: Level 2 - Hospitality Services Pathway Level 2 - Food and Beverage Services Pathway.

2.7 Recruiting Learners with Integrity

It is vital that centres recruit with integrity with regard to qualifications. Centres must ensure that learners have the correct information and advice on their selected qualifications and that the qualifications will meet their needs. The recruitment process must include the centre assessing each potential learner and making justifiable and professional judgements about the learner’s potential to successfully complete the assessment and achieve the qualification. Such an assessment must identify, where appropriate, the support that will be made available to the learner to facilitate access to the qualifications.


Level 2 NVQ Diploma in Hospitality Services Page 11 of 49

3 Achieving the Qualification 3.1 Qualification Structure (Rules of Combination and Unit List)

The knowledge, skills and understanding that will be assessed as part of the qualification are set out within the unit specifications. These include the learning outcomes and associated assessment criteria. To obtain unit information, please contact Gateway Qualifications who will enable access to our unit library.

For information on Recognition of Prior Learning/Exempt and Equivalent units please see section 3.2 Recognition of Prior Learning (RPL)/Exemptions/Equivalencies

Gateway Qualifications Level 2 NVQ Diploma in Hospitality Services Learners must achieve a total of 37 credits. Option 1: Learners NOT working with food must complete all mandatory units from Group A1 (11 credits) plus a minimum of 26 credits from the optional units in Group B1 and/or Group B2. Option 2: Learners WORKING with food must complete all mandatory units from Group A1 (11 credits) and one of the units in Group A2 (a minimum of 4 credits) plus minimum 22 credits from the optional units in Group B1 and/or Group B2. Additional conditions for learners working with food:

• if the learner takes food and beverage service units, they must complete unit A/601/5030 from Group A2;

• if the learner takes food preparation units, they must complete unit D/601/6980 from Group A2.

• If the learner takes food preparation AND food and beverage service units, they must complete unit D/601/6980 from Group A2. The learner may only select a maximum of two level 1 units from Group B1 and Group B2.



It should be noted that the following unit will provide evidence of the Employee Rights and Responsibilities requirements of the apprenticeship framework. It is strongly recommended that this unit is selected. If it is not selected, the learner will have to complete the separate Employment Rights and Responsibilities in the Hospitality, Leisure, Travel and Tourism Sector qualification. Unit Reference Number

Title Level Credit Value

GLH

T/601/7214 Employment Rights and Responsibilities in the Hospitality, Leisure, Travel and Tourism Sector

Level 2 2 16

Mandatory Group A1 11 credits must be achieved from this group. Unit Reference Number


GLH

F/601/4218 Maintenance of a safe, hygienic and secure working environment Level 1 3 25

T/601/4216 Working effectively as part of a hospitality team Level 1 3 22 L/601/0933 Give customers a positive impression of yourself and your organisation. Level 2 5 33

Mandatory Group A2 – Working with Food Mandatory units Learners working with food must achieve one unit from this group – refer to structure requirements for details Unit Reference Number


GLH

A/601/5030 Maintain food safety when storing, holding and serving food Level 2 4 31 D/601/6980 Maintain food safety when storing, preparing and cooking food Level 2 4 32



Optional units group A minimum of 22 credits must be achieved from across the optional units. A maximum of 26 credits may be achieved dependent on structure pathway taken. Optional Group B1 - Food Units Learners may take up to 22 credits from this group. Unit Reference Number


GLH

F/601/4994 Prepare and clear areas for counter and takeaway service Level 1 3 25

L/601/5016 Provide a counter and takeaway service Level 1 3 30 F/601/4915 Prepare and clear areas for table service Level 2 4 32

H/601/4986 Serve food at the table Level 2 4 31 J/601/4950 Provide a silver service Level 2 6 51 A/601/4945 Provide a buffet and carvery service Level 2 4 32

M/601/4697 Convert a Room for Dining Level 2 3 23 Y/601/4922 Prepare and clear the bar area Level 2 4 29

J/601/4978 Serve alcoholic and soft drinks Level 2 5 46 L/601/4982 Prepare and serve cocktails Level 2 5 40

K/601/4939 Prepare and serve wines Level 2 5 41 T/601/4927 Prepare and serve dispensed and instant hot drinks Level 2 3 30

F/601/4932 Prepare and serve hot drinks using specialist equipment Level 2 4 36 M/601/4909 Maintain cellars and kegs Level 2 3 23

H/601/4907 Clean drink dispense lines Level 2 3 26 T/601/4975 Receive, store and issue drinks stock Level 2 3 24

R/601/5437 Prepare and finish simple salad and fruit dishes Level 1 2 16 T/601/5561 Prepare and cook fish Level 1 3 23

T/601/5575 Prepare and cook meat and poultry Level 1 4 33 K/601/4844 Prepare Hot and Cold Sandwiches Level 1 2 20

L/601/7333 Produce Basic Egg Dishes Level 1 3 24



H/601/4938 Produce Basic Fish Dishes Level 2 4 34

R/601/4949 Produce Basic Vegetable Dishes Level 2 4 32 K/601/4861 Produce Basic Rice, Pulse and Grain Dishes Level 2 3 25

F/601/7331 Produce Basic Pasta Dishes Level 2 3 25 M/601/5364 Prepare and present food for cold presentation Level 2 4 35

L/601/5372 Complete Kitchen Documentation Level 2 3 25 L/601/4996 Set Up and Close Kitchen Level 2 4 37

Optional Group B2 – NON Food Units Learners may take up to 26 credits from this group. Unit Reference Number


GLH

F/601/5028 Collect Linen and Make Beds Level 1 3 21 K/601/5024 Clean Windows from the Inside Level 1 2 16

J/601/5015 Cleaning and Servicing a Range of Housekeeping Areas Level 2 3 28 D/601/5005 Use of Different Chemicals and Equipment in Housekeeping Level 2 4 33

D/601/5036 Maintain Housekeeping Supplies Level 2 3 24 D/600/6336 Clean, maintain and protect semi-hard and hard floors Level 2 4 23

H/600/6337 Clean and maintain soft floors and furnishings Level 2 4 21 H/601/5037 Providing a Linen Service Level 2 3 25

K/601/5010 Carry Out Periodic Room Servicing and Deep Cleaning Level 2 3 27 D/601/5120 Deal with Arrival of Customers Level 2 4 32

L/601/5100 Deal with Bookings Level 2 4 30 A/601/5125 Prepare Customer Accounts and Deal with Departures Level 2 4 30

F/601/5109 Deal with Communications as Part of the Reception Function Level 2 3 21 T/601/2482 Produce documents in a business environment Level 2 4 15

H/601/2493 Use office equipment Level 2 4 18 M/601/5123 Handle Mail and Book External Services Level 2 3 28

K/601/2480 Provide reception services Level 2 3 15 R/601/2490 Store and retrieve information Level 2 3 17



R/601/5129 Provide Tourism Information Services to Customers Level 2 5 50

M/601/1511 Resolve customer service problems Level 2 6 40 D/601/0936 Promote additional services or products to customers Level 2 6 40

A/601/1219 Deal with customers across a language divide Level 2 8 53 Y/601/1227 Maintain customer service through effective handover Level 2 4 27

M/601/5039 Maintain and deal with payments Level 2 4 30


Level 2 2 16


Level 2 Certificate in Hospitality and Catering Principles (Hospitality Services) Page 16 of 49


Learners must achieve a total of 15 credits with 7 credits from the Mandatory Group, a minimum of 6 credits from Optional Group O1 and the remaining 2 credits from Optional Groups O1 or O2. Mandatory Group 7 credits must be achieved from this group. Unit Reference Number


GLH

R/600/0615 Safe, Hygienic and Secure Working Environments in Hospitality Level 1 2 16 Y/600/0616 Effective Teamwork Level 1 2 19

D/600/0617 Giving Customers a Positive Impression Level 2 2 18 T/600/1059 Principles of Customer Service in Hospitality Leisure Travel and Tourism Level 2 1 10

Optional Group O1 A minimum of 6 credits must be achieved from this group. Unit Reference Number


GLH

H/502/0132 Food safety in catering Level 2 1 9 F/600/0626 Preparation and Clearing of Service Areas Level 2 3 26

T/600/0624 Service of Food at Table Level 2 1 10 J/600/0627 Service of Alcoholic and Non-Alcoholic Drinks Level 2 1 10

L/600/0631 Cleaning and Servicing of Hospitality Areas Level 2 2 16 R/600/0629 Chemicals and Equipment used for Cleaning in the Hospitality Industry Level 2 2 15

J/600/1082 Maintain Housekeeping Supplies Level 2 1 10 M/600/1092 Provide a Linen Service Level 2 1 10

D/600/0620 Arrival of Customers Level 2 1 7 F/600/1078 Dealing with Bookings Level 2 1 10



H/600/0621 Departure of Customers Level 2 1 7

A/600/1080 Handle Mail and Book External Services Level 2 1 10 L/600/1133 Dealing with Payments Level 2 1 9

A/502/8298 Principles of Providing a Silver Service Level 2 1 8 A/502/8317 Principles of Resolving Customer Service Problems Level 2 2 10

D/502/8309 Principles of Preparing and Serving Hot Drinks Using Specialist Equipment Level 2 2 10 D/502/8312 Principles of Storing and Retrieving Information Level 2 2 10

F/502/8285 Principles of producing basic pasta dishes Level 2 2 5 H/502/8294 Principles of producing basic vegetable dishes Level 2 1 9

H/502/8313 Principles of Completing Kitchen documentation Level 2 1 7 H/502/8327 Principles of Preparing and Serving Dispensed and Instant Hot Drinks Level 2 1 6

J/502/8319 Principles of Cleaning Drink Dispense Lines Level 2 2 12 K/502/8281 Principles of producing basic fish dishes Level 2 1 9

K/502/8314 Principles of Maintaining Customer Service Through Effective Handover Level 2 2 15 M/502/8265 Principles of Preparing and Serving Wines Level 2 2 15

M/502/8296 Principles of Providing a Buffet and Carvery Service Level 2 1 6 M/502/8301 Principles of Cleaning and Protecting Floors, Carpets and Soft Furnishings Level 2 2 12

M/502/8315 Principles of Receiving, Storing and Issuing Drinks Stock Level 2 1 6 R/502/8260 Principles of Preparing and Clearing Areas for Table Service Level 2 2 15

R/502/8291 Principles of producing basic rice, pulse and grain dishes Level 2 1 8 R/502/8307 Principles of Maintaining Cellars and Kegs Level 2 2 12

T/502/8316 Principles of setting up and closing the kitchen Level 2 1 7 Y/502/8308 Principles of Preparing and Serving Cocktails Level 2 1 8

Y/502/8311 Principles of Promoting Additional Services or Products to Customers Level 2 2 10 Y/502/8325 Principles of Carrying Out Periodic Room Servicing and Deep Cleaning Level 2 2 15



Optional Group O2 The remaining 2 credits can be achieved from Optional Groups O1 or O2. Unit Reference Number


GLH

D/502/8326 Principles of Cleaning Windows From the Inside Level 1 1 6 T/502/8297 Principles of Providing a Counter and Takeaway Service Level 1 1 6

L/502/8256 Principles of Collecting Linen and Making Beds Level 1 1 8


Level 2 NVQ Diploma in Food and Beverage Service Page 19 of 49


Learners must achieve a total of 37 credits. 15 credits must be achieved from the Mandatory Group M and the remaining 22 credits from the Optional Groups OA, OB and OC. A minimum of 3 credits must be achieved from Group OA and a minimum of 3 credits must be achieved from Group OB. It should be noted that the following unit will provide evidence of the Employee Rights and Responsibilities requirements of the apprenticeship framework. It is strongly recommended that this unit is selected. If it is not selected, the learner will have to complete the separate Employment Rights and Responsibilities in the Hospitality, Leisure, Travel and Tourism Sector qualification. Unit Reference Number


GLH


Level 2 2 16

Mandatory Units Learners must achieve 15 credits from this group. Unit Reference Number


GLH



A/601/5030 Maintain food safety when storing, holding and serving food Level 2 4 31



Optional Groups Learners must achieve 22 credits in total from Groups OA, OB and/or OC. Optional Group OA - Food Service optional units Learners must achieve a minimum 3 credits from this group. Unit Reference Number


GLH

L/601/5016 Provide a counter and takeaway service Level 1 3 30 H/601/4986 Serve food at the table Level 2 4 31

J/601/4950 Provide a silver service Level 2 6 51 A/601/4945 Provide a buffet and carvery service Level 2 4 32

Optional Group OB – Serving Drinks optional units Learners must achieve a minimum of 3 credits from this group. Unit Reference Number


GLH

J/601/4978 Serve alcoholic and soft drinks Level 2 5 46 L/601/4982 Prepare and serve cocktails Level 2 5 40

K/601/4939 Prepare and serve wines Level 2 5 41 T/601/4927 Prepare and serve dispensed and instant hot drinks Level 2 3 30

F/601/4932 Prepare and serve hot drinks using specialist equipment Level 2 4 36 Optional Group OC – General Duties optional units Learners can achieve the remaining 16 credits from this group.



Unit Reference Number


GLH

F/601/4994 Prepare and clear areas for counter and takeaway service Level 1 3 25

F/601/4915 Prepare and clear areas for table service Level 2 4 32 Y/601/4922 Prepare and clear the bar area Level 2 4 29

M/601/4909 Maintain cellars and kegs Level 2 3 23 H/601/4907 Clean drink dispense lines Level 2 3 26

T/601/4975 Receive, store and issue drinks stock Level 2 3 24 M/601/1511 Resolve customer service problems Level 2 6 40

D/601/0936 Promote additional services or products to customers Level 2 6 40 A/601/1219 Deal with customers across a language divide Level 2 8 53

Y/601/1227 Maintain customer service through effective handover Level 2 4 27 M/601/5039 Maintain and deal with payments Level 2 4 30


Level 2 2 16


Level 2 Certificate In Hospitality and Catering Principles (Food and Beverage Service) Page 22 of 49

Gateway Qualifications Level 2 Certificate In Hospitality and Catering Principles (Food and Beverage Service) Learners must achieve a total of 16 credits including 8 credits from the Mandatory Group M, at least 1 credit from Optional group OA, at least 1 credit from Optional Group OB and the remaining 6 credits from Optional Groups OA, OB or OC. Mandatory Group Learners must achieve 8 credits from this group. Unit Reference Number


GLH

R/600/0615 Safe, Hygienic and Secure Working Environments in Hospitality Level 1 2 16

Y/600/0616 Effective Teamwork Level 1 2 19 D/600/0617 Giving Customers a Positive Impression Level 2 2 18

H/502/0132 Food safety in catering Level 2 1 9 T/600/1059 Principles of Customer Service in Hospitality Leisure Travel and Tourism Level 2 1 10 Optional Group OA Learners must achieve at least 1 credit from this group. Unit Reference Number


GLH

T/502/8297 Principles of Providing a Counter and Takeaway Service Level 1 1 6 A/502/8298 Principles of Providing a Silver Service Level 2 1 8

M/502/8296 Principles of Providing a Buffet and Carvery Service Level 2 1 6 T/600/0624 Service of Food at Table Level 2 1 10


Level 2 Certificate In Hospitality and Catering Principles (Food and Beverage Service) Page 23 of 49

Optional Group OB Learners must achieve at least 1 credit from this group. Unit Reference Number


GLH

Y/502/8308 Principles of Preparing and Serving Cocktails Level 2 1 8

M/502/8265 Principles of Preparing and Serving Wines Level 2 2 15 H/502/8327 Principles of Preparing and Serving Dispensed and Instant Hot Drinks Level 2 1 6

D/502/8309 Principles of Preparing and Serving Hot Drinks Using Specialist Equipment Level 2 2 10 J/600/0627 Service of Alcoholic and Non-Alcoholic Drinks Level 2 1 10

Optional Group OC Learners may achieve up to 6 credits from this group. Unit Reference Number


GLH

F/600/0626 Preparation and Clearing of Service Areas Level 2 3 26

R/502/8260 Principles of Preparing and Clearing Areas for Table Service Level 2 2 15 R/502/8307 Principles of Maintaining Cellars and Kegs Level 2 2 12

J/502/8319 Principles of Cleaning Drink Dispense Lines Level 2 2 12 M/502/8315 Principles of Receiving, Storing and Issuing Drinks Stock Level 2 1 6 Y/502/8261 Principles of Preparing and Clearing Bar Areas Level 2 2 15

Y/502/8311 Principles of Promoting Additional Services or Products to Customers Level 2 2 10 L/600/1133 Dealing with Payments Level 2 1 9

K/502/8314 Principles of Maintaining Customer Service Through Effective Handover Level 2 2 15 A/502/8317 Principles of Resolving Customer Service Problems Level 2 2 10


Level 2 NVQ Diploma in Housekeeping Page 24 of 49

Gateway Qualifications Level 2 NVQ Diploma in Housekeeping Learners must achieve a minimum of 37 credits including 9 credits from the Mandatory Group M and a minimum of 28 credits from the Optional unit group. It should be noted that the following unit will provide evidence of the Employee Rights and Responsibilities requirements of the apprenticeship framework. It is strongly recommended that this unit is selected. If it is not selected, the learner will have to complete the separate Employment Rights and Responsibilities in the Hospitality, Leisure, Travel and Tourism Sector qualification. Unit Reference Number


GLH


Level 2 2 16

Mandatory Unit Group Learners must achieve all 3 mandatory units totalling 9 credits. Unit Reference Number


GLH


T/601/4216 Working effectively as part of a hospitality team Level 1 3 22 J/601/5015 Cleaning and Servicing a Range of Housekeeping Areas Level 2 3 28

Optional Unit Group Learners must achieve a minimum of 28 credits from the Optional Unit Group. Unit Reference Number


GLH

L/601/0933 Give customers a positive impression of yourself and your organisation. Level 2 5 33


Level 2 NVQ Diploma in Housekeeping Page 25 of 49

A/601/1219 Deal with customers across a language divide Level 2 8 53

Y/601/1227 Maintain customer service through effective handover Level 2 4 27


Level 2 2 16

F/601/5028 Collect Linen and Make Beds Level 1 3 21

K/601/5024 Clean Windows from the Inside Level 1 2 16 D/601/5005 Use of Different Chemicals and Equipment in Housekeeping Level 2 4 33

D/601/5036 Maintain Housekeeping Supplies Level 2 3 24 D/600/6336 Clean, maintain and protect semi-hard and hard floors Level 2 4 23

H/600/6337 Clean and maintain soft floors and furnishings Level 2 4 21 H/601/5037 Providing a Linen Service Level 2 3 25

K/601/5010 Carry Out Periodic Room Servicing and Deep Cleaning Level 2 3 27


Level 2 Certificate In Hospitality and Catering Principles (Housekeeping) Page 26 of 49

Gateway Qualifications Level 2 Certificate In Hospitality and Catering Principles (Housekeeping) Learners must achieve 13 credits in total with 6 credits from the Mandatory Group M and at least 7 credits from Optional Group O. Mandatory Group Learners must achieve 6 credits from this group. Unit Reference Number


GLH

R/600/0615 Safe, Hygienic and Secure Working Environments in Hospitality Level 1 2 16 Y/600/0616 Effective Teamwork Level 1 2 19

L/600/0631 Cleaning and Servicing of Hospitality Areas Level 2 2 16 Optional Group Learners must achieve at least 7 credits from this group. Unit Reference Number


GLH

D/502/8326 Principles of Cleaning Windows From the Inside Level 1 1 6

K/502/8314 Principles of Maintaining Customer Service Through Effective Handover Level 2 2 15 L/502/8256 Principles of Collecting Linen and Making Beds Level 1 1 8

M/502/8301 Principles of Cleaning and Protecting Floors, Carpets and Soft Furnishings Level 2 2 12 Y/502/8325 Principles of Carrying Out Periodic Room Servicing and Deep Cleaning Level 2 2 15

R/600/0629 Chemicals and Equipment used for Cleaning in the Hospitality Industry Level 2 2 15 J/600/1082 Maintain Housekeeping Supplies Level 2 1 10

M/600/1092 Provide a Linen Service Level 2 1 10 D/600/0617 Giving Customers a Positive Impression Level 2 2 18

T/600/1059 Principles of Customer Service in Hospitality Leisure Travel and Tourism Level 2 1 10


Level 2 NVQ Diploma in Front of House Reception ` Page 27 of 49

Gateway Qualifications Level 2 NVQ Diploma in Front of House Reception Learners must achieve a total of 37 credits, 11 credits from Mandatory Group M and at least 3 credits from Optional Group OA. The remaining 23 credits coming from Optional Groups OA or OB. It should be noted that the following unit will provide evidence of the Employee Rights and Responsibilities requirements of the apprenticeship framework. It is strongly recommended that this unit is selected. If it is not selected, the learner will have to complete the separate Employment Rights and Responsibilities in the Hospitality, Leisure, Travel and Tourism Sector qualification. Unit Reference Number


GLH


Level 2 2 16

Mandatory Learners must achieve 11 credits from this group. Unit Reference Number


GLH



Optional Groups 26 credits are required from Groups OA and OB. A minimum of 3 from OA and 6 from OB.


Level 2 NVQ Diploma in Front of House Reception ` Page 28 of 49

Optional Group OA

Learners must achieve a minimum of 3 credits and a maximum of 20 credits Unit Reference Number


GLH

F/601/5109 Deal with Communications as Part of the Reception Function Level 2 3 21 D/601/5120 Deal with Arrival of Customers Level 2 4 32

L/601/5100 Deal with Bookings Level 2 4 30 A/601/5125 Prepare Customer Accounts and Deal with Departures Level 2 4 30

R/601/5129 Provide Tourism Information Services to Customers Level 2 5 50 Optional Group OB

Learners must achieve a minimum of 6 credits from this group. Unit Reference Number


GLH

H/601/2493 Use office equipment Level 2 4 18 T/601/2482 Produce documents in a business environment Level 2 4 15

D/601/2475 Communicate in a business environment Level 2 3 18 M/601/5123 Handle Mail and Book External Services Level 2 3 28

K/601/2480 Provide reception services Level 2 3 15 R/601/2490 Store and retrieve information Level 2 3 17

M/601/1511 Resolve customer service problems Level 2 6 40 D/601/0936 Promote additional services or products to customers Level 2 6 40

A/601/1219 Deal with customers across a language divide Level 2 8 53 Y/601/1227 Maintain customer service through effective handover Level 2 4 27



Level 2 2 16


Level 2 Certificate In Hospitality and Catering Principles (Front of House Reception) Page 29 of 49

Gateway Qualifications Level 2 Certificate In Hospitality and Catering Principles (Front of House Reception) Learners must achieve 14 credits in total with 7 credits from the Mandatory Group M and at least 1 credit from Optional Group OA and the remaining 6 credits from Optional Groups OA or OB. Mandatory Group Learners must achieve 7 credits from this group. Unit Reference Number


GLH

R/600/0615 Safe, Hygienic and Secure Working Environments in Hospitality Level 1 2 16

Y/600/0616 Effective Teamwork Level 1 2 19 D/600/0617 Giving Customers a Positive Impression Level 2 2 18

T/600/1059 Principles of Customer Service in Hospitality Leisure Travel and Tourism Level 2 1 10 Optional Group OA Learners must achieve at least 1 credit from this group. Unit Reference Number


GLH

K/600/0619 Reception Communication Procedures in the Hospitality Industry Level 2 1 10

D/600/0620 Arrival of Customers Level 2 1 7 H/600/0621 Departure of Customers Level 2 1 7

F/600/1078 Dealing with Bookings Level 2 1 10


Level 2 Certificate In Hospitality and Catering Principles (Front of House Reception) Page 30 of 49

Optional Group OB Learners may achieve up to 6 credits from this group. Unit Reference Number


GLH

A/600/1080 Handle Mail and Book External Services Level 2 1 10

L/600/1133 Dealing with Payments Level 2 1 9 A/502/8317 Principles of Resolving Customer Service Problems Level 2 2 10

D/502/8312 Principles of Storing and Retrieving Information Level 2 2 10 K/502/8314 Principles of Maintaining Customer Service Through Effective Handover Level 2 2 15

Y/502/8311 Principles of Promoting Additional Services or Products to Customers Level 2 2 10


Level 3 NVQ Diploma in Hospitality Supervision and Leadership Page 31 of 49

Gateway Qualifications Level 3 NVQ Diploma in Hospitality Supervision and Leadership Learners must achieve 37 credits in total including 23 credits from the Mandatory Group M, at least 4 credits from Optional Group OA and the remaining 10 credits from Optional Groups OA or OB. It should be noted that the following unit will provide evidence of the Employee Rights and Responsibilities requirements of the apprenticeship framework. It is strongly recommended that this unit is selected. If it is not selected, the learner will have to complete the separate Employment Rights and Responsibilities in the Hospitality, Leisure, Travel and Tourism Sector qualification. Unit Reference Number


GLH


Level 2 2 16

Mandatory Group Learners must achieve 23 credits from this group. Unit Reference Number


GLH

M/600/9600 Set objectives and provide support for team members Level 3 5 35

H/600/9660 Develop working relationships with colleagues Level 2 3 15 H/601/1568 Lead a team to improve customer service Level 3 7 47

T/502/9532 Contribute to the control of resources Level 3 4 30 Y/502/9569 Maintain the health, hygiene, safety and security of the working environment Level 3 4 27



Optional Group OA Learners must achieve at least 4 credits from this group. Unit Reference Number


GLH

F/502/9565 Supervise Drink Services Level 3 4 30

J/502/9566 Supervise Food Production Operations Level 3 4 20 M/502/9562 Supervise Food Service Level 3 4 35

T/502/9563 Supervise Functions Level 3 5 35 K/502/9561 Supervise Housekeeping Operations Level 3 4 30

H/502/9560 Supervise Portering and Concierge Operations Level 3 4 32 A/502/9533 Supervise Reception Services Level 3 5 30

Y/502/9538 Supervise Reservations and booking services Level 3 5 30 Optional Group OB Learners may achieve a maximum of 10 credits from this group. Unit Reference Number


GLH

J/601/1515 Monitor and solve customer service problems Level 3 6 40 M/600/9676 Support learning and development within own area of responsibility Level 4 5 25

H/601/1232 Improve the customer relationship Level 3 7 47 M/600/9712 Manage the environmental impact of work activities Level 4 5 10

Y/600/9686 Lead and manage meetings Level 3 4 20 T/502/9529 Contribute to the selection of staff for activities Level 3 5 22

A/502/9564 Manage the receipt, storage or dispatch of goods Level 3 3 21 R/502/9540 Supervise Cellar and Drink Storage Operations Level 3 5 28

M/502/9559 Supervise Linen Services Level 3 4 29



D/502/9539 Supervise Practices for Handling Payments Level 3 4 18

F/502/9534 Supervise the use of technological equipment in hospitality services Level 3 4 33 R/502/9537 Supervise the wine store_cellar and dispense counter Level 3 5 24

L/502/9536 Supervise vending Service Level 3 5 34

H/502/9591 Ensure Food Safety Practices are Followed in the Preparation and Serving of Food and Drink

Level 3 5 35

J/502/9535 Contribute to Promoting Hospitality Products and Services Level 4 5 28

K/502/9530 Contribute to the Development of a Wine List Level 4 5 24 K/502/9558 Supervise off-site food delivery service Level 4 4 34

M/502/9531 Contribute to the Development of Recipes and Menus Level 4 4 22


Level 2 2 16


Level 3 Award In Hospitality Supervision and Leadership Principles Page 34 of 49

Gateway Qualifications Level 3 Award In Hospitality Supervision and Leadership Principles Learners must achieve the 3 mandatory units totalling 11 credits. Mandatory Group Learners must achieve all three units within this group, Unit Reference Number


GLH

R/502/3964 Principles of leading a team in the Hospitality Industry Level 3 5 30 D/502/3952 Supervision of Operations in the Hospitality Industry Level 3 4 28

L/600/1066 Principles of Supervising Customer Service Performance in Hospitality Leisure Travel and Tourism Level 3 2 20


Level 3 Certificate In Hospitality Retail Outlet Management Page 35 of 49

Gateway Qualifications Level 3 Certificate In Hospitality Retail Outlet Management Learners must achieve all 27 credits in Mandatory Group M, and a minimum of 4 additional credits from Optional Group OA. If this qualification is being undertaken as a component part of an apprenticeship framework, the additional unit in Group OB must also be achieved. Mandatory Group Learners must achieve 27 credits from this group. Unit Reference Number


GLH

H/600_9660 Develop working relationships with colleagues Level 2 3 15

T/502_9532 Contribute to the control of resources Level 3 4 30 Y/502_9569 Maintain the health, hygiene, safety and security of the working environment Level 3 4 27

J/601_1515 Monitor and solve customer service problems Level 3 6 40 H/601_1232 Improve the customer relationship Level 3 7 47

A/502_9564 Manage the receipt, storage or dispatch of goods Level 3 3 21 Optional Group OA Learners must achieve a minimum of 4 credits from this group. Unit Reference Number


GLH

H/502/9591 Ensure Food Safety Practices are Followed in the Preparation and Serving of Food and Drink

Level 3 5 35

F/601/4932 Prepare and serve hot drinks using specialist equipment Level 2 4 36



Level 3 Certificate In Hospitality Retail Outlet Management Page 36 of 49

Optional Group OB: Additional Apprenticeship Framework Unit Learners must achieve the unit contained in this group if this qualification is being undertaken as a component part of an apprenticeship framework. Unit Reference Number


GLH


Level 2 2 16


Level 3 Certificate In Principles of Hospitality Retail Outlet Management Page 37 of 49

Gateway Qualifications Level 3 Certificate In Principles of Hospitality Retail Outlet Management Learners must achieve 16 credits from the Mandatory Group M. Mandatory Group Learners must achieve 16 credits from this group. Unit Reference Number


GLH

D/600/0617 Giving Customers a Positive Impression Level 2 2 18 D/502/3952 Supervision of Operations in the Hospitality Industry Level 3 4 28

L/600/1066 Principles of Supervising Customer Service Performance in Hospitality Leisure Travel and Tourism

Level 3 2 20

R/503/1725 Principles of supervising food and beverage services Level 3 5 35 D/502/8309 Principles of Preparing and Serving Hot Drinks Using Specialist Equipment Level 2 2 10 L/600/1133 Dealing with Payments Level 2 1 9


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3.2 Recognition of Prior Learning (RPL)

Recognition of prior learning is a process that considers if a learner can meet the specified assessment requirements through knowledge, understanding or skills that they already possess and that can contribute towards the attainment of a qualification for which they are undertaking. Where Recognition of Prior Learning is permitted then the evidence must be mapped against the criteria for which it is being claimed for and be valid, authentic, sufficient, reliable, valid and current. A maximum of 70% of a qualification can be achieved through the process of Recognition of Prior Learning, with at least 30% gained through new learning. The process for claiming RPL is set out in the Gateway Qualifications’ policy on Recognition of Prior Learning.

3.3 Links to other qualifications

It is important if learners are undertaking an intermediate or advanced apprenticeship that they select the appropriate pair of competence and knowledge-based qualifications for the pathway chosen.


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4 Assessment and Quality Assurance

The following are in addition to the standard assessment and quality assurance requirements set out in the Gateway Qualifications Centre Handbook.

4.1 Method of Assessment

The method of assessment for the qualifications is through a portfolio of evidence. People 1st have produced additional assessment guidance for specific units within these qualifications which can be found on the Gateway Qualifications’ website. In addition, People 1st has produced an assessment strategy relating specifically to these qualifications. For competency qualifications, the learner must gather evidence that shows that they have met the required standard specified in the assessment criteria as well as the requirements of the People 1st Assessment Strategy. As stated in the assessment requirements/strategy, the evidence for these qualifications can take a variety of forms as indicated below:

• direct observation of the learner’s performance by their assessor (O)

• products of the learner’s work (P)

• personal statements and/or reflective accounts (RA)

• outcomes from simulation (S) (please see the People 1st Assessment Strategy in Annexe A)

• professional discussion (PD)

• authentic statements/witness testimony (WT)

• expert witness testimony (EWT)

• evidence of Recognition of Prior Learning (RPL). Learners can use the abbreviations for cross-referencing purposes in their portfolios. Learners can also use one piece of evidence to prove their knowledge, skills and understanding across different assessment criteria and/or across different units. It is not necessary for learners to have each assessment criterion assessed separately. They should be encouraged to reference evidence to the relevant assessment criteria. Evidence must be available to the assessor, internal verifier and Pearson standards verifier. Any specific evidence requirements for individual units are stated in the unit assessment requirements/evidence requirements for the individual units. See Appendix 1 for more information on types of evidence and how they should be presented.


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4.2 Assessment Materials

There are no specific assessment materials provided for this qualification.

4.3 Qualification-Specific Centre Requirements

Centres must ensure that they have the appropriate resources in place when delivering performance units from vocational areas. Please see Appendix 2 and 3 for criteria related to simulation and realistic work environments as specified by People 1st for competence-based qualifications.

4.4 Qualification-Specific Tutor/Assessor/Verifier Requirements

The requirements set out below relates to all assessors and verifiers. The only exception may relate to in-house employees and managers that are not required to achieve the regulatory approved assessor and verified units based on the arrangement referred to in section 4.1 of this assessment strategy. V = mandatory

Assessors, Internal Verifiers and External Verifiers must:

A IV EV

Have a good knowledge and understanding of the national occupational standard and competence based units and qualifications that is being assessed or verified.

V V V

Hold or be working towards relevant assessment and/or verification qualification(s) as specified by the appropriate authority, confirming their competence to assess or externally verify competence-based units and qualifications assessment. These should be achieved within eighteen months of commencing their role. These are as follows:

D35 or V2 V

D34 or V1 - In the case that the IV is working towards their V1 unit, a representative sample of verification decisions, as agreed with the awarding organisation/body, must be counter-signed by a colleague who has achieved either the D34 or V1 unit. This colleague must have the same occupational expertise.

V


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D32/D33 or A1/A2 - In the case that the assessor is working towards the A1/A2 units, a representative sample of assessment decisions, as agreed with the awarding organisation/body, must be counter-signed by a colleague who has achieved either the D32/D33 or A1/A2 units. This colleague must have the same occupational expertise.

V

Have relevant occupational expertise and knowledge, at the appropriate level of the occupational area(s) they are assessing and verifying, which has been gained through ‘hands on’ experience in the industry.

V V V

Adhere to the awarding organisation’s/body’s assessment requirements and practice standardised assessment principles.

V V V

Have sufficient resources to carry out the role of assessor or verifier, i.e. time and budget.

V V

Have supervisory/management, interpersonal and investigative skills, including the ability to analyse information, hold meetings, guide, advise, plan and make recommendations at all levels, taking into account the nature and size of the organisation in which assessment is taking place. High standards of administration and record keeping are also essential.

V V

Hold qualifications, or have undertaken training, that has legislative relevance to the competence-based units and qualifications being assessed (See Annex D).

V Good practice

Good Practice

Update their occupational expertise and industry knowledge in the areas being assessed and verified through planned Continuous Professional Development (see Annex E).

V V V

4.5 Qualification-Specific Quality Assurance Requirements

See Section 4.4 and 4.6 to identify specific requirements of assessors and verifiers.


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4.6 Additional Requirements/Guidance

The following sets out areas in which assessors, verifiers and external verifiers should either receive training or achieve qualifications. People 1st is not stipulating that assessors, verifiers or external verifiers must achieve specific qualifications; there is the option to either undertake appropriate training or an accredited qualification. 9 = mandatory

Qualification / Training Competence based unit / qualification

A IV EV

Health and Safety All sector units and qualifications

9 Good Practice

Good Practice

Food Safety Food Processing and Cooking Multi-Skilled Hospitality Services Professional Cookery Food and Drink Service Hospitality Supervision and Leadership (with food and drink units)

9 9 9 9 9

Good Practice

Good Practice

Licensing Food and Drink Service Hospitality Supervision (with food and drink units)

9 Good Practice

It is necessary for assessors and verifiers to maintain a record of evidence of their continuous professional development (CPD). This is necessary to maintain currency of skills and understanding of the occupational area(s) being assessed and can be achieved in a variety of ways. It should be a planned process, reviewed on an annual basis, for example as part of an individual’s performance review. Assessors and verifiers should select CPD methods that are appropriate to meeting their development needs. The following provides an example of a variety of methods that can be utilised for CPD purposes.

Updating occupational expertise

• Internal and external work placements

• Work experience and shadowing (e.g. within associated departments)

• External visits to other organisations

• Updated and new training and qualifications (www.uksp.co.uk)

• Training sessions to update skills

• Visits to educational establishments

• Trade fairs

Keeping up to date • Relevant sector websites

with sector • Membership of professional bodies developments and • Papers and documents on legislative change

new legislation • Networking events

http://www.uksp.co.uk/


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• Seminars, conferences, workshops, membership of committees / working parties (e.g. People 1st events) • Staff development days

Standardising and • Regular standardisation meetings with colleagues

best practice in • Sharing best practice through internal meetings,

newsletters, email circulars

assessment • Comparison of assessment and verification in other sectors • Attending awarding organisation/body meetings/seminars


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5 What to do next

For existing centres please contact your named Development Manager or Development Officer. For organisations, not yet registered as Gateway Qualifications centre please contact: Gateway Qualifications Gateway House 3 Tollgate Business Park Colchester CO3 8AB Tel: 01206 911211 Email: [email protected]

6 Gateway Qualifications

Gateway Qualifications, a not for profit registered charity, is an Awarding Organisation based in Colchester, Essex. We work with learning providers and industry experts to design and develop qualifications that benefit the learner and the employer. We support flexible, responsive and quality assured learning opportunities whether it’s in the classroom, at work, in the community or through distance learning. We are recognised by Ofqual, to design, develop and submit qualifications to the Regulated Qualifications Framework (RQF).

mailto:[email protected]


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7 Appendices

Appendix 1 – Methods of Assessment for Competence Based Qualifications

People 1st advocate the integration of national occupational standards within employers’ organisations in order to achieve a national level of competence across the sector’s labour market. As such, assessment of the sector’s competence-based units and qualifications will, ideally, take place within the workplace and assessment should, where possible, be conducted by the candidate’s supervisors and/or line managers. People 1st recognise, however, that it is not always feasible for candidates to be assessed in the workplace and as such it permits the use of assessment within Realistic Working Environments (RWE). Additionally, where sector employers do not have the infrastructure to manage assessment independently, it values the role of peripatetic assessors to support the assessment process. Within these parameters, People 1st expects that:

• the majority of assessment of the sector’s competence-based units and qualifications will be based on performance evidence, i.e. direct observation, outputs of work and witness testimony within the workplace or an RWE approved by an awarding organisation/body, (see section 3.4).

• opportunities to ascertain candidate’s accreditation of prior learning is maximised by early contact between the assessor and candidate and during initial assessment / induction period.

Please note: External tests do not form part of People 1st' s assessment strategy, other than linkage to IATA approved tests in Unit TT27, Sell Multi-Sector Air Travel, part of the Travel S/NVQ (where it may be a specific requirement and therefore applicable in that instance).

3.1 Witness Testimony

People 1st recognise the use of witness testimony and expert witness testimony as appropriate methods for assessors to collect evidence on candidates’ performance.

Witness testimonies can be obtained from people that are occupationally competent and whom may be familiar with the national occupational standards, such as the candidate’s line manager. They may also be obtained from people who are not occupationally competent, and do not have a knowledge of the national occupational standards, such as other people within the candidate’s workplace, customers and suppliers. The assessor must judge the validity of the witness testimony and these may vary depending on the source. Witness testimonies can only support the assessment process and may remove or reduce the need to collect supplementary evidence, however, the awarding organisation’s/body’s minimum observations requirements must be met.

Expert witnesses may be used where additional support relating to the assessment of technical competence is required. Expert witnesses may be:

• other approved assessors that are recognised to assess the relevant national occupational standards, or


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• line managers, other managers or experienced colleagues that are not approved assessors, but whom the awarding organisation/body agrees has current occupational competence, knowledge and expertise to make a judgement on a candidate’s competence.

Expert witnesses must be able to demonstrate through relevant qualifications, practical experience and knowledge that they are qualified to provide an expert opinion on a candidate’s performance in relation to the unit being assessed. People 1st believe that it is unlikely for an expert witness to be fully expert within any of the sector’s occupational areas in less than twelve months to two years. The final judgement on the validity of the expert witness testimony rests with the assessor and such testimonies may only be used in line with awarding organisation’s/body’s requirements.

3.2 Professional Discussion

Professional discussion is encouraged as a supplementary form of evidence to confirm a candidate’s competence. Such discussions should not be based on a prescribed list of questions but be a structured discussion which enables the assessor to gather relevant evidence to ensure the candidate has a firm understanding of the standard being assessed.

3.3 Simulation

Simulation can only be used to assess candidates for the sector’s competence-based units and qualifications where the opportunity to assess naturally occurring evidence is unlikely or not possible, for example assessment relating to health and safety, fire and emergency procedures. It should not include routine activities that must be covered by performance evidence.

There are no People 1st units that can be solely achieved by simulation. In the case of imported units, where simulation is acceptable in the evidence requirements, it should only be used when performance evidence is unlikely to be generated through normal working practices.

See Appendix 2 for competence-based units which permit the use of simulation.

Awarding organisations/bodies must issue adequate guidance which informs centres how simulation should be planned and organised, ensuring that demands on candidates are neither more nor less than they would encounter in a real work situation. In particular:

• a centre’s overall strategy for simulation must be examined and approved by the external verifier

• all simulations must be planned, developed and documented by the centre in a way that ensures the simulation correctly reflects what the unit seeks to assess

• ideally, there should be a range of simulations to cover the same aspect of the standard

• the physical environment for the simulation, and the nature of the contingency, must be realistic

• candidates should carry out the simulation in a professional manner

• the candidate should be given no indication as to what the simulation will present.

3.4 Realistic Working Environment


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Assessment of the sector’s competence-based units and qualifications should ideally be carried out within the workplace, however, where this is not possible candidates can be assessed within an approved Realistic Working Environment (RWE) that replicates a real work setting. The criteria for RWE currently operated in the sector can be found at Appendix 3.

Appendix 2 – Competence Based Units in Hospitality, Leisure, Travel and Tourism that permit simulation Competence based units in Hospitality, Leisure, Travel and Tourism that permits simulation

Unit Number Unit Title Competence based qualifications that the unit is used in

F/601/4218 Maintain a safe, hygienic and secure working environment

Level 1 & 2 NVQ/SVQ Hospitality and Catering

Y/502/9569 Maintain the health, hygiene, safety and security of the working environment

Level 3 Diploma in Hospitality Supervision and Leadership Skills (NVQ) and Level 3 SVQ in Hospitality Supervision and Leadership

People 1st have a special dispensation for the imported Customer Service units listed below to be assessed in a Realistic Working Environment (RWE) conforming to People 1st's criteria specified in Annex B (page 9) of their Assessment Strategy. This would only apply to these Units when delivered as part of the L3 Diploma in Hospitality Supervision and Leadership (NVQ) and L3 Hospitality Supervision and Leadership SVQ.

H/601/1232 Improve the customer relationship Level 3 Diploma in Hospitality Supervision and Leadership Skills (NVQ) and Level 3 SVQ in Hospitality Supervision and Leadership

J/601/1515 Monitor and solve customer service problems Level 3 Diploma in Hospitality Supervision and Leadership Skills (NVQ) and Level 3 SVQ in Hospitality Supervision and Leadership

H/601/1568 Lead a team to improve customer service Level 3 Diploma in Hospitality Supervision and Leadership Skills (NVQ) and Level 3 SVQ in Hospitality Supervision and Leadership

Simulation is not allowed for any of the other units within these qualifications.


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Appendix 3 – Realistic Working Environment Criteria for Realistic Working Environments It is essential for organisations operating a Realistic Working Environment (RWE) to ensure it reflects current and real work settings. By doing so, sector employers can be confident that competence achieved in an RWE will be continued into employment. RWEs can offer many opportunities to employers and individuals that have limited access to assessment. The number of hours candidates work and their input is not prescribed, as it is acknowledged that RWEs cannot operate without some flexibility. However, centres must provide evidence that the following criteria are being met as well as fulfilling the awarding organisation’s/body’s criteria for this purpose. E.V.s are expected to ensure RWEs meet the criteria set out below on at least one visit.

Hospitality

1 The work situation being represented is relevant to the competence-based units and qualifications being assessed

• The type of work situation being represented mirrors the relevant setting e.g. quick service takeaway, restaurant, brasserie, café/snack bar, cafeteria, housekeeping department, front office, reception or reservations.

• Appropriate industrial equipment, furnishings and resources (e.g. ingredients and technology) that replicate the work situation are used, ensuring that assessment requirements can be covered.

• Industry trends are considered in the product and service offer.

2 The candidate’s work activities reflect those found in the situation being represented

• Candidates operate in a professional capacity with corresponding job schedules and/or descriptions.

• Candidates are clear on their work activities and responsibilities.

3 The RWE is operated in the same manner to as a real work situation

• Customers are not prompted to behave in a particular manner.

• Customer feedback is maintained and acted upon.

4 The RWE is underpinned by commercial principles and responsibilities.

• Organisational charts indicate the anticipated job roles in the RWE and their hierarchical structure taking into account supervisory requirements.

• There is evidence of business planning, for example product/service plans, staffing/rotas, costing, promotions.

• Candidates are encouraged to carry out their function in line with business expectations, e.g. within timescales and budget, minimising wastage.

• Legislative regulations are adhered to e.g. food safety, health and safety, equal opportunities, trade description.

• Consumer information is provided on products and services e.g. allergy advice on food products.

Gateway Qualifications Gateway House 3 Tollgate Business Park Colchester CO3 8AB 01206 911211 [email protected] www.gatewayqualifications.org.uk

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