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Highfield Level 2 End-PointAssessment for Hospitality TeamMember – Conference and EventsOperations PathwayEPA-KitAssessing the On-DemandTest On-Demand Test GuidanceBefore the AssessmentOn-Demand Test CriteriaHTM CEO 1.61
The On-Demand Test - GuidanceThe following areas (knowledge) of the hospitality team member standard will be assessedby a 90-minute on-demand test consisting of 52 scenario-based questions, which will bebroken down into 2 parts. 30 minutes reading time will be given to apprentices before theyattempt to provide answers, meaning in total, the apprentice has 2 hours in the testsituation.Part A will consist of: customerbusinesspeoplefirst line supervision / team leadingPart B will cover: conference and events operationsIn each paper, questions will cover each of the areas above, however not every aspect ofevery area will be covered in every test.Before the assessment While on-programme, the employer/training provider should brief the apprentice onthe areas to be assessed by the on-demand testIn readiness for end-point assessment, the apprentice should complete a sampletest, this can be found at the end of this section of the EPA-kitThe test is divided into 2 sections, each of which contains 26 questionsIn order to achieve a pass, apprentices must achieve a mark of at least 18/26(approx. 70%) in each section.To achieve a distinction, apprentices must achieve a mark of at least 44/52 acrossthe whole test (approx. 85%)HTM CEO 1.62
On-Demand Test CriteriaThe following pages include the criteria that are covered by the on-demand test.The apprentice willCriteria covered in the on-demand testCustomerRecognise customer profiles inhospitality and how customers havedifferent needsCU1. The principles of hospitalityCU2. Customer types, needs and expectations and theirimpact upon hospitality products and servicesCU3. Types of customer and their needs in differenthospitality situationsCU4. The principles of customer serviceCU5. Principles of business/brand standards, why theyare implemented and why consistency andcompliance is importantCU6. Principles of meeting and exceeding customerneeds and resultant impact on self and organisationUnderstand the importance ofmeeting, and where possible,exceeding customer expectations inline with the business/brandstandardsUnderstand the importance ofreceiving and dealing with customerfeedback to support theimprovement of products andservices and provide value formoneyCU7. Principles of dealing with customer incidents, issuesand complaintsThe apprentice willCriteria covered in the on-demand testBusinessKnow the business vision and values, BU1. The range of businesses and establishments thatits main competitors, how it fits intomake up the hospitality industry, their differencesthe wider hospitality industry andand similarities and the variety of job roles andhow own area of work contributesprogression opportunities that are availableto achieving business targetsKnow how own role can minimiseBU2. Principles of upsellingunnecessary financial loss to theBU3. Principles of effective resource use, waste reductionbusinessand cost saving measuresUnderstand how personal disciplinein approach to work, for exampletime-keeping, attendance, personalappearance, personal presentationand conduct can all have an impacton the business/brand reputationHTM CEO 1.6BU4. The principles and importance of personal conduct,behaviours and personal performanceBU5. The importance of reputation and impact on thebusiness3
The apprentice willCriteria covered in the on-demand testBusinessRecognise and understandlegislative responsibilities relating tothe business and the productsand/or services it offersBU6. Health, safety and securityBU7. Current legislative requirements and responsibilitiesthat relate to the products and services of thebusinessKnow how the activities inhospitality businesses can have anegative effect on the environmentBU8. Current environmental issues within hospitalityThe apprentice willCriteria covered in the on-demand testPeopleUnderstand the importance of usingappropriate methods ofcommunication that are suitable fordifferent situations and individuals’needs in a variety of hospitalitycontextsPE1. Principles of communication with customers andteam membersKnow how to support and influence PE2. Team dynamics and roles within a teamthe team positively, recognising howteam members are dependent oneach other to meet businessobjectivesUnderstand how to work withpeople from a wide range ofbackgrounds and culturesPE3. The principles of diversity in hospitalityThe apprentice willCriteria covered in the on-demand testFirst Line Supervision/Team LeadingUnderstand how to support thesupervision of team members forexample new and junior employeesto assist line managerFL1. How to contribute to the objectives of a teamFL2. Principles of first line supervisionHTM CEO 1.64
The apprentice willCriteria covered in the on-demand testConference and Events OperationsUnderstand how to adapt approachand communication with thecustomer depending on the nature oftheir visit and event for example thedifference in approach for a weddingparty or a business. Know how andwhere to secure resources and ownauthority to do so, in line with theorganisations proceduresHTM CEO 1.6CE1. How to source, check and arrange resourcesaccording to customer and organisationrequirements and the dismantling and storage ofitems after useCE2. The current legislation regarding safe lifting andhandling, health and safety and data protectionand securityCE3. Common room layouts for conferences and eventsCE4. Principles of preparation and servicing of meetingand conference roomsCE5. How to clear meeting and conference roomsCE6. Common set up requirements and lay outs foreventsCE7. Commonly used audio visual and other equipmentused for conference and eventsCE8. Why rooms and equipment should be set up inadvance of customers’ arrivalCE9. Why having a key contact on the day of aconference/event is importantCE10. Extra services conference guests may requireCE11. Why having a timed plan for the conference andevent is import and what to do if this needs tochangeCE12. Common timings for conferences, events andweddings5
Before the Assessment On-Demand Test Criteria . HTM CEO 1.6 2 The On-Demand Test - Guidance . of the hospitality team member standard will be assessed by a 90-minute on-demand test consisting of 52 scenario-based questions, which will be broken down into 2 parts. 30 minutes reading time will be given to apprentices before they attempt .
