Overview of the role

Carrying out a range of general and specialist roles within hospitality businesses, including bars, cafes, conference centres, restaurants and hotels.

Details of standard

A hospitality team member can work in a range of establishments, for example bars, restaurants, cafés, conference centres, banqueting venues, hotels or contract caterers. The role is very varied and although hospitality team members tend to specialise in an area, they have to be adaptable and ready to support team members across the business, for example during busy periods.  Specialist areas in hospitality include food and beverage service, serving alcoholic beverages, barista, food preparation, housekeeping, concierge and guest services, reception, reservations and conference and banqueting. The most important part of the role is developing fantastic ‘hospitality’ skills and knowledge such as recognising customer needs, knowing how to match them to the products and services of the business and working as part of a team to ensure that every customer, whether they are eating in a restaurant, drinking cocktails in a bar, ordering room service in a hotel or attending a business conference feels welcomed and looked after.

Industry Knowledge

All hospitality team members must have the following introductory knowledge

  • Understand what hospitality means; the culture of the industry and why delivering a customer experience to meet and exceed customer’s expectations is so important to hospitality businesses.
  • Appreciate the importance of hospitality behaviours such as personal conduct, being adaptable, using initiative and communicating with a diverse range of people.
  • Know the range of businesses and establishments that make up the hospitality industry, their differences and similarities and the variety of job roles and progression opportunities that are available.


  • Take a responsible approach to the preparation, sale and service of food and beverages for example in relation to safe handling and storage, and accurately communicating the contents of products.
  • Use appropriate opportunities to upsell and promote additional products and services
  • Actively seek opportunities to delight and ‘wow’ customers in line with the business / brand standard
  • Demonstrate high personal hygiene standards and clean workstation ethic at all times
  • Take every opportunity to provide customers with all the information and services they need to get the best out of their stay, maintain discretion and customer confidentiality
  • Pay attention to detail and have high standards of cleanliness and presentation. Work in a discreet manner and maintain customer confidentiality
  • Be highly organised and has the ability to multitask whilst maintaining an engaging, friendly and helpful attitude to customers
  • Anticipate customer needs and can adapt products and services to meet them
  • Ensure interdepartmental and external communication provides good flow of information to meet and exceed customers’ expectations
  • Actively seek opportunities to make a great guest experience


Employers will set their own entry requirements in order to start on this apprenticeship