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Multi-Skilled Hospitality Services Apprenticeship at Protocol Skills

Course description

Description: It's not just about serving great food and drink or the competent delivery of hospitality service. The business sector values people with a positive attitude towards customers, themselves and other employees, who strive towards delivering the highest standards of quality, service and cleanliness.
The hospitality standards have been designed to meet the demands of today's highly competitive market in the preparation and delivery of great, quality food and drink and the provision of the highest standards of hospitality and customer service.

What does it comprise of?
The vocational qualification is designed for work-based learning and provides flexible training through the study of 2 mandatory and 7 optional units. The Level 2 NVQ and Apprenticeship incorporate Key Skills and learning about employment rights and responsibilities.

The optional units are made up from 5 categories and optional units must be chosen from at least 3 of these categories.

The unit headings are:

Mandatory units
- Maintain a safe, hygienic and secure working environment
- Give customers a positive impression of yourself and your organisation

7 optional units from at least 3 of the following 5 categories

Front Office
- Deal with communication as part of a reception function
- Deal with the arrival of customers Deal with bookings
- Prepare customer accounts and deal with departures
- Resolve customer service problems (ICS)
- Identify and provide tourism related information and advice

- Clean and service a range of areas
- Work using different chemicals and equipment
- Maintain housekeeping supplies
- Clean and protect floors (CSSTNO)
- Clean carpets and soft furnishings
- Provide a linen service
- Carry out periodic room servicing and deep cleaning

Food and Drink Service
- Prepare and clear areas for table service
- Serve food at the table
- Provide a silver service
- Prepare and clear the bar area
- Serve alcoholic and soft drinks
- Prepare and serve wines
- Maintain cellars and kegs
- Prepare and serve dispensed and instant hot drinks
- Prepare and clear area for counter/takeaway service
- Provide counter/take away service
- Collect linen and make beds

Food Preparation and Cooking
- Prepare vegetables for basic dishes
- Prepare, cook and finish basic rice dishes
- Prepare, cook and finish basic pasta dishes
- Prepare, cook and finish basic pulse dishes
- Cook and finish basic vegetable dishes
- Prepare and present food for cold presentation
- Prepare, cook and finish basic egg dishes
- Complete kitchen documentation
- Set up and close kitchen
- Prepare and finish simple salad and fruit dishes
- Prepare hot and cold sandwiches
- Prepare and cook fish
- Prepare and cook meat/poultry

Generic optional units
- Maintain and deal with payments
- Contribute to effective teamwork (CfA)
- Maintain food safety when storing, preparing and cooking food*
- Maintain food safety when storing, holding and serving food*
* these units are required as standard for those taking food related options.

Each of the units is made up from specific elements applicable to a hospitality role, for example preparing, cooking and serving food and drink, the use of specific chemicals and equipment or dealing with payments. Assessment takes place through evaluation of workplace performance, presenting evidence, witness testimony and questioning. A portfolio of evidence is produced which demonstrates that the candidate can perform to the level described. Participants will all have a Training Assessor who will help assemble the portfolio and prepare for assessment.

Entry requirements

Entry Requirements: No formal qualifications are required, however candidates must not hold a degree, not be in full time education and be contracted to work for a minimum of 16 hours per week.

Future opportunities

Candidates often progress from Level 2 to Level 3 or to management qualifications.

How to participate
Our national call centre will provide you with advice on how to implement an Apprenticeship programme, methods of delivery and eligibility for funding. Call 0845 071 9011.

Alternatively you can email us at:

Further information

Where Can I Find More Information:To find out more about this qualification, contact us, ask your Connexions Personal Adviser or school/college careers staff.

For more information please visit

How to apply

If you want to apply for this course, you will need to contact Protocol Skills directly.

Last updated date: 21 October 2014
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Key information

  • Start date: Unknown
  • Duration: 12 Months