NCFE

Level 1
Certificate in Occupational Studies-
Hospitality & Catering

                                           

Name:
Enrolment:
Date:

Task Contents and Monitoring Pages Level 1 

Task	Title	Page/s	•		
1	Unit 08:  Customer service in the hospitality industry

	3-6		
2	Unit 09: Introduction to the catering and hospitality industry 

	7-13		
3	Unit 10: Maintenance of a safe hygienic and secure working environment 

	14-23		
4	Unit 61: Problem solving at work

	24-25		
5	Unit 62: Working in a team

	26-28		

Unit 08:  Customer service in the hospitality industry
Task 1

Unit 08: 1.1
Outline what good customer service is

	

	

	

	

Unit 08: 1.2
State the benefits of good customer service

	

	

	

Unit 08: 1.3
Give good examples of good service for different customer groups within the industry

	

	

	

Unit 08: 2.1
Identify the benefits of good communication

	

	

	

Unit 08: 2.2
State how to deal with routine customer needs

	

	

	

Unit 08: 2.3
Communicate positively in a hospitality environment (to include verbal and non-verbal communication)

Scenario:
A family have came into the travel agents where you work to book a ‘holiday of a lifetime’ Identify the skills you would use and provide a rationale for using each skill

Communication skill (s)	Reason for using the skill (s)	

		

		

		

Unit 08: 3.1
Outline the importance of good personal hygiene and presentation in a hospitality environment

	

	

	

Unit 08: 3.2
Identify different dress codes for roles in a hospitality environment

Roles	Dress Codes	
Hotel Receptionist

		
Chef

		
Swimming Pool Manager

		
Pool Attendant

		

            
Name:                                         Date:    

Unit 09: Introduction to the catering and hospitality industry
Task 2

Unit 09: 1.1
Explain the meaning of hospitality

	

	

Unit 09: 1.2
Explain the meaning of catering

	

	

Unit 09: 1.3
Describe the hospitality and catering industry structure and sectors

The hospitality industry can be looked at on a _______________ and _______________   ________________. There are ________ different types of businesses which make up the hospitality sector, operating at both national and local level. 
Another way of grouping these industries is to divide them into the ______________________  ____________________ and the _______________________
___________________  ____________________.

Unit 09: 1.4
List different types of hospitality and catering operations
Hospitality Operations	Catering Operations	

		

		

		

 
Unit 09: 1.5
Identify the different establishments within commercial and service sectors

Commercial Sector	Service Sector	

		

		

		

Unit 09: 1.6
Describe the main features of the hospitality and catering establishments

Hospitality Establishments	Catering Establishments	

		

		

		

Unit 09: 1.7
Report on different types of operations available in the commercial and service sectors

Commercial Sector	Service Sector	

		

		

		

Unit 09: 1.8
Choose three establishments and compare their menus and prices charged in relation to the type of food services provided

Establishment	Type of Service	Food Item	Cost	

				

				

				

Unit 09: 2.1
Identify the staffing structures for the different types of catering establishments

Type of Catering Establishment	Staffing Structure	

		

		

		

		

Unit 09: 2.2
List the main job roles in catering establishments

Type of Catering Establishment	Job Roles	

		

		

		

		

Unit 09: 2.3
List the types of qualifications available in the hospitality industry

		

		

Unit 09: 2.4
Identify the training and experience available in the hospitality and catering sector

Sector	Training	Experience	

			

			

			

			

			

Unit 09: 2.5
List employment rights and responsibilities

Employment Rights	Responsibilities	

		

		

Unit 09: 2.6
Identify associations related to professional cookery

	

	

	

Unit 09: 2.7
Report on the different job opportunities available, training and qualifications required within the catering and hospitality sectors

Sector	Job Opportunity	Training/Qualifications	

			

			

			

Unit 09: 2.8
Compare the job roles in the commercial and service catering sectors

Commercial Sector	Job Roles	Service Catering Sector	

			

			

			

            
Name:                                         Date:    

Unit 10: Maintenance of a safe hygienic and secure working environment 
Task 3

Evidence	Yes/no	Signature of witness	
Unit 10: 1.1
Wear clean, smart and appropriate clothing, footwear and headgear
			
Unit 10: 1.2
Keep hair neat and tidy and wear it in line with organisational standards			
Unit 10: 1.3
Make sure jewellery, perfume and cosmetics worn are in line with organisational standards
			
Unit 10: 1.4
Get any cuts, grazes and wounds treated by the appropriate person
			
Unit 10: 1.5
Report illness and infections promptly to the appropriate person

Unit 10: 2.1
State own responsibilities under the Health and Safety at Work Act

	

	

	

Unit 10: 2.2
State general rules on hygiene that must be followed

	

	

	

Unit 10: 2.3
State correct clothing, footwear and headgear that should be worn at all times

	

	

	

Unit 10: 2.4
State the importance of maintaining good personal hygiene

	

	

Unit 10: 2.5
Describe how to deal with cuts, grazes and wounds and why it is important to do so
How to deal with cuts, grazes and wounds	Reasons why it is important	

		

		

		

Evidence	Yes/no	Signature of witness	
Unit 10: 3.1
Identify any hazards or potential hazards and deal with these correctly
			
Unit 10: 3.2
Report any accidents or near accidents quickly and accurately to the proper person
			
Unit 10: 3.3
Follow health, hygiene and safety procedures during work
			
Unit 10: 3.4
Practise emergency procedures correctly

Unit 10: 3.5
Follow organisational security procedures

Unit 10: 4.1
State the importance of working in a healthy, safe and hygienic way

	

	

	

Unit 10: 4.2
State where information about Health and Safety in your workplace can be obtained

	

	

Unit 10: 4.3
Describe the types of hazard in the workplace that may occur and how to deal with these

Hazard	How to deal with it	

		

		

		

Unit 10: 4.4
State hazards that can be dealt with personally and hazards that must be reported to someone else

Hazard	Personal	Other	

			

			

			

Unit 10: 4.5
State how to warn other people about hazards and why this is important

Hazard	Method of warning	Relevance	

			

			

			

			

Unit 10: 4.6
State why accidents and near accidents should be reported and who these should be reported to

	

	

	

Unit 10: 4.7
Describe the type of emergencies that may happen in workplace and how to deal with these

Emergency	How to deal with it	

		

		

		

Unit 10: 4.8
State where to find first aid equipment and who the registered first-aider is in the workplace

Place	Person	

		

Unit 10: 4.9
State safe lifting and handling techniques that should be followed

	

	

	

	

Unit 10: 4.10
State other ways of working safely that are relevant to own position and why these are important

Safe working practice	Relevance	

		

		

		

Unit 10: 4.11
Describe organisational emergency procedures, in particular fire, and how these should be followed

	

	

	

Unit 10: 4.12
State the possible causes for fire in the workplace

	

	

	

Unit 10: 4.13
Describe how to minimise the risk of fire

	

	

Unit 10: 4.14
State where to find the fire alarms and how to set them off

	

	

Unit 10: 4.15
State why a fire should never be approached unless it is safe to do so

	

	

Unit 10: 4.16
State the importance of following fir e safety laws

	

	

Unit 10: 4.17
Describe the organisational security procedures and why these must are important

Security Procedure	Relevance	

		

Unit 10: 4.18
State the correct procedures for dealing with customer property

Circumstance	Procedure	

		

Unit 10: 4.19
State the importance of reporting all unusual/non-routine incidents to the appropriate person

	

	

	

            
Name:                                         Date:      

Unit 61: Problem solving at work
Task 4

Unit 61: 1.1
Identify the different types of problem you could encounter in a place of work

People	

	
Tasks	

	
Resources	

	

Unit 60: 2.1
Identify appropriate ways to come up with solutions for a straightforward problem

Problem	Solution	

		

		

		

Unit 60: 3.1
Demonstrate use of appropriate methods to create solutions for a straightforward problem

Problem	Solution Demonstrated	

		

Unit 60: 3.2
Decide what solution represents the best option, giving one reason why this is the case. State your reason for your chosen solution in the above demonstration

	

	

            
Name:                                         Date:        

Unit 62: Working in a team
Task 5

Unit 62: 1.1
Identify 2 characteristics of a good team

	

Unit 62: 1.2
Give a reason why each of these characteristics improves team performance

	

Unit 62: 2.1
Identify own strengths and role within a team

	

	

Unit 62: 2.2
Give an example of using own strengths within a team

	

Unit 62: 3.1
Identify the strengths others can bring to a team

	

	

Unit 62: 3.2
Give real examples of the contribution made by others in a team

	

	

Unit 62: 4.1
Identify the goals that your team has set

	

	

Evidence	Yes/no	Signature of witness	
Unit 62: 4.2
Carry out their own role and responsibilities within their team effectively
			
Unit 62: 4.3
Be supportive of other team members

Unit 62: 4.4
Be receptive to others’ views within the team

Unit 62: 4.5
Review their own performance in the team and suggest ways they can improve in future

            
Name:                                         Date: