Customer

• Recognise customer profiles in hospitality and how customers have different needs
• Understand the importance of meeting, and where possible, exceeding customer expectations in line with the business / brand standards
• Understand the importance of receiving and dealing with customer feedback to support the improvement of products and services and provide value for money
• Know the products / services that are offered by the business, their prices and special offers and how to match them to customers’ needs
• Know how the business aims to increase its market share and compete against its main competitors, for example its unique selling points, promotions and marketing campaigns
• Understand how the use of technology can enhance customer service and productivity in hospitality businesses

Business

• Know the business vision and values, its main competitors, how it fits into the wider hospitality industry and how own area of work contributes to achieving business targets
• Know how own role can minimise unnecessary financial loss to the business
• Understand how personal discipline in approach to work, for example time-keeping, attendance, personal appearance, personal presentation and conduct can all have an impact on the business/ brand reputation
• Know the products / services that are offered by the business, their prices and special offers and how to match them to customers’ needs
• Know how the business aims to increase its market share and compete against its main competitors, for example its unique selling points, promotions and marketing campaigns
• Understand how the use of technology can enhance customer service and productivity in hospitality businesses
• Recognise and understand legislative responsibilities relating to the business and the products and / or services it offers
• Know how the activities in hospitality businesses can have a negative effect on the environment

People

• Understand the importance of using appropriate methods of communication that are suitable for different situations and individuals’ needs in a variety of hospitality contexts
• Know how to support and influence the team positively, recognising how team members are dependent on each other to meet business objectives
• Understand how to work with people from a wide range of backgrounds and cultures

First line supervision / Team leading

• Understand how to support the supervision of team members for example new and junior employees to assist line manager

Customer

• Use clear and engaging communication to establish a good rapport with customers and ask relevant questions to determine their needs
• Deliver excellent customer service in line with the business / brand standards with the aim of exceeding customer expectations
• Check that customers are satisfied with products and services and act on feedback in line with business procedures

Business

• Perform activities to positively promote business / brand standards and identify opportunities to increase sales and achieve customer loyalty
• Carefully handle payments, transactions, stock and packaging to minimise unnecessary financial loss
• Prepare and organise own work for example promptly arriving for shifts, communicating information at team meetings / briefings, following business / brand guidelines and procedures, meeting agreed deadlines
• Clearly communicate relevant and useful information on products and services based on a clear understanding of customers’ needs
• Actively promote the unique selling points of the business and special offers available and promotions to customers
• Use technology appropriately and efficiently in line with company policy in a way that supports customer service and ensure that faults and maintenance issues are reported promptly
• Comply with legal requirements to avoid risks, minimise disruption to the business and to maintain the safety and security of people at all times
• Work in a way that minimises negative effects on the environment for example by managing wastage in line with business procedures

People

• Communicate accurately and effectively with others in line with the business culture to achieve the best result according to the situation
• Support team members to ensure that the products and services delivered are of a high quality, on time and meet customer expectations in line with business needs
• Put people at ease in all matters, adapt products and services as necessary, helping them to feel welcome and supported and provide them with information that is relevant to their needs

First line supervision / Team leading

• Contribute to meetings and planning shifts, support shift briefings and assist in the monitoring of standards to help ensure quality is maintained

Communication

Demonstrate effective and appropriate communication skills, both verbal and written, in order to manage staff, resolve conflict and communicate effectively with clients, customers, stakeholders and/or partner agencies.

Collaborative Working

Lead and work collaboratively with colleagues across the business and in partnership with external organisations to achieve individual, team and business targets.

Respond to vulnerability

Ensure services meet the needs of vulnerable individuals and groups (including those with complex needs).

Information collection and sharing

Undertake data analysis, interrogate,  interpret and disseminate  information using a variety of methods and applications.

Influencing and negotiating

Influence and negotiate with partners and suppliers.

Financial management

Manage budgets and report on financial performance. Ensure value for money.

Performance and project management

Demonstrate effective performance management. Take the lead on projects through effective project management.

People management

Lead, motivate, manage and develop individuals and teams to ensure excellent services are delivered. Coach, mentor and ensure the well-being of staff.

Decision making and prioritising

Apply operational and strategic thinking to inform effective decision making to meet individual, team and overall businesses objectives and priorities. Use a flexible and innovative approach to problem solving. Undertake forward planning.

Tools and Equipment

Effective use of IT equipment and software

Customer

• Use own initiative and have confidence in determining customers’ needs
• Take an enthusiastic and positive approach to providing excellent customer service
• Take feedback from customers seriously and actively improve own customer service in line with business / brand standards

Business

• Proactively support the reputation of the business and be aware of how it compares with its competitors
• Carry out activities with consideration of their cost and value
• Organise own work and have the confidence to ask for guidance, fully participate in performance reviews and training and act on feedback relating to personal performance
• Confidently demonstrate a belief in the products / services the business offers
• Keep up to date with how the business positions itself within the wider hospitality industry
• Use technology responsibly and take an interest in new developments that relate to own job role
• Work with integrity in a safe, honest and trustworthy manner putting personal safety and that of others first
• Demonstrate personal commitment to minimising the negative affect on the environment caused by work activities

People

• Take a friendly and outgoing approach and enjoy talking and interacting with others, and communicating according to the business / brand standard
• Demonstrate pride in own role through a consistently positive and professional approach, and be aware of the impact of personal behaviour within the team
• Operate in a fair and professional manner

First Line supervision / team leading

• Demonstrate the ability and confidence to deputise for the line manager when necessary