• Customer service principles and practices - including building customer profiles, brand standards and creating customer centric cultures.
• Business principles and practices - including financial and risk management, operating procedures sales and marketing.
• Leadership - including acting as a role model, leadership styles and supervisory management skills.
• Principles of key performance indicators, brand standards and service level agreements
• Principles of departmental budgets, planning for expenditure and controlling costs
• Team management - including performance, resource management, motivating and supporting team members.
• Specialist bar, concierge, events, food and beverage, front office, hospitality outlet or housekeeping supervising skills.
• Health and safety standards, regulations and legislation within a hospitality environment.  

• On the job skills and customer service training
• Off the job skills and customer service training
• Level 1 and Level 2 Functional Skills in English & Maths.
• Business Project support and preparation
• Planning, Target Setting and Feedback
• Mock End Point Assessments

End Point Assessment (after at least 12 months on programme and successful completion of the above — complete the first 3 activities in any order):

• 2 hour on demand test (Multiple-choice test) 
• 4 hour Practical observation (covering preparation & service)
• Business Project (focusing on an opportunity/challenge/idea to make an improvement to the business team member is working in)
• Lastly, a 90 minute Professional Discussion, leading to the certificate as a Pass or Distinction
• The overall grade is based on the combination of performance in all assessment activities  

• Food and Beverage Supervisor
• Bar Supervisor
• Housekeeping Supervisor
• Concierge Supervisor
• Front Office Supervisor
• Events Supervisor
• Hospitality Outlet Supervisor