Effective team work for the Hospitality Industry
Unit summary
The purpose of this unit is to introduce learners to the importance of teamwork and good communication in the hospitality industry. They will understand that it is a vibrant, fast-moving profession, and how effective teams of employees positively influence the success of many hospitality establishments. In contrast, learners will explore the consequences of ineffective teamwork. Learners will extend their understanding of how to deliver quality customer service and will see the link between customer service and effective communication skills, for use with customers and other team members.
Unit details
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07 Retail and Commercial Enterprise
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07.4
Hospitality and Catering
Task-based controlled assessment
| Learning Outcome |
Assessment Criteria |
| 1. Know why teamwork is important in the hospitality industry and what makes an effective hospitality team |
a. describe the importance of effective teamwork and team interaction in the hospitality industry
b. describe the importance of effective communication in a hospitality team |
| 2. Understand the impact of diversity and differences within a hospitality team |
a. compare the responsibilities and characteristics of different roles undertaken in a hospitality team
b. identify potential differences which may arise between team members
c. identify types of conflict that may arise between team members. |
| 3. Understand how targets are set and performance is measured in hospitality teams |
a. describe how teams set, monitor and evaluate agreed targets
b. explain how performance is measured against set targets |
| 4. Be able to work consistently and effectively as a team member in a variety of roles in hospitality |
a. respond appropriately to instruction, guidance or direction whilst working in a hospitality environment
b. carry out a variety of roles adapting behaviour to suit different situations
c. work consistently and effectively as a team member to agreed standards
d. respond appropriately to diversity within a team by showing fairness and consideration to others respecting views and beliefs that may differ from their own
e. take appropriate actions to reach agreements in order to resolve issues and achieve results. |