Programs

Level 3 Diploma

Hospitality Operations and Supervision

Awarded by

The Diploma is accredited by TQUK (a well-established and highly regarded Ofqual registered Awarding Organisation).

Course Overview

This Diploma is designed to provide an understanding of the operational aspects of the hospitality industry as well as the knowledge and skills required to undertake a supervisory role. It is suitable for those who aspire to take up employment with the hospitality establishment. Those who are already working in the hospitality can also benefit from enhanced knowledge and skills in addition to obtaining a recognized qualification.

Assessments

There are two sets of 50 Multiple Choice Questions (“MCQ”) for each Module. Each MCQ session will time-out after one and a half hours. You may re-sit the MCQ if it times-out before you complete it or if you do not achieve a pass. The Diploma is accredited by TQUK (a well-established and highly regarded Ofqual registered Awarding Organisation).

Entry Requirement

Applicants may be admitted on evidence to show they are able to fulfill and benefit from the objectives of the programme and achieve the standards required.

Overall Programme Outcomes

On completion of this programme, learners will be able to:
  • Develop a range of skills including personal skills, techniques and attributes essential for successful performance in the hospitality industry.
  • Develop the required knowledge and skills needed for the hospitality industry where you can gain employment at supervisory levels.
  • Progress on to a higher level qualification or vocationally related programme.

Programme Structure

The Level 3 Diploma in Business Administration accrues 60 credits over 6 modules. Each module carries 10 credits and are in:

Module 1

Working With Others in a Business Environment

On completion of this module, learners will be able to:
  • Understand how to support an organisation’s overall mission and purpose
  • Understand how to work as a team to achieve goals and objectives
  • Understand how to communicate as a team
  • Understand the contribution of individuals within a team
  • Understand how to deal with problems and disagreements
  • Understand the purpose of feedback when working as a team
  • Be able to work in a team to achieve goals and objectives
  • Be able to deal with problems in a team
  • Be able to share feedback on objectives in a team
Module Content includes:
  • Business Organisation Structure and Functions
  • Organisational Mission, Vision and Corporate Goals
  • Organisational Policies and Procedures governing Rules and Regulations, Grievances, Discipline, Ethical Behaviors and Inter department interactions
  • Characteristics and types of teams
  • Effective team working
  • Team dynamics
  • Team communication including feedback
  • Resolving and dealing with conflicts

Module 2

Communicating In A Business Environment

On completion of this module, learners will be able to:
  • Understand the purpose of planning communication
  • Understand how to communicate in writing
  • Understand how to communicate verbally
  • Understand the purpose and value of feedback in developing communication skills
  • Be able to plan communication
  • Be able to communicate in writing
  • Be able to communicate verbally
  • Be able to identify and agree ways of further developing communication skills
Module Content includes:
  • The Communication Cycle
  • Communication in organisations
  • Effectiveness of different types of communication
  • Effective written communication
  • Using electronic written communication
  • Planning and delivering presentations
  • Effective verbal communication
  • Non – verbal and body language
  • Effective Non- verbal communication
  • Feedback on communication
  • Planning communication

Module 3

Analyse And Report Data

On completion of this module, learners will be able to:
  • Understand how to organise and evaluate data that has been researched
  • Understand how to report data that has been researched
  • Be able to analyse and evaluate data
  • Be able to report data
Module Content includes:
  • Nature and scope of research and information gathering
  • Types of research
  • Sources of information and research
  • Planning and information gathering processes
  • Internet information search
  • Data Analysis
  • Organising, reporting data and information
  • Types of reports and presentation styles

Module 4

Marketing Fundamentals

On completion of this module, learners will be able to:
  • Understand the role and function of marketing.
  • Understand what influences customer buying behaviour
  • Identify both the internal and external marketing environment and how they affect marketing planning
  • Identify options for gathering relevant marketing information
  • Know the elements of the marketing mix
  • Apply and adapt the marketing mix to satisfy customer needs.
Module Content includes:
  • Definition, Role and Development of Marketing
  • Types of customers and buying behavior
  • Marketing Environment scanning including SWOT Analysis and PESTLE Analysis
  • Gathering Marketing information and intelligence
  • Market Segmentation and Positioning
  • Marketing Mix
  • Adapting Marketing Mix to meet customers’ needs and expectations

Module 5

Understanding Customers

On completion of this module, learners will be able to:
  • Understand the characteristics of customers and their expectations
  • Understand and apply customer service delivery in organizations
  • Enhance the customer experience
  • Monitor and measure customer experience
Module Content includes:
  • Internal customers and external customers
  • Customer expectations and satisfaction
  • Exceeding customer expectations
  • Responsibilities
  • Customer service roles
  • Behaviours
  • Typical customer service problems
  • Monitoring and reporting customer service problems

Module 6

Sales Techniques and Processes

On completion of this module, learners will be able to:
  • Demonstrate an understanding of buyer behaviors in sales situations
  • Formulate and implement sales plans
Module Content includes:
  • Different roles within buyer decision-making processes
  • Sales techniques
  • Different methods of contacting customers
  • Developing price-based promotions proposal
  • Methods of measuring and evaluating the success of price-based promotions
  • Preparing for face to face sales activities
  • Preparing for telephone sales activities
  • Identifying a customer’s status
  • Identifying the nature of competitor behaviour that may affect the outcome of the sales activity
  • Product and/or service benefits meeting the customer’s wants and needs
  • Identifying follow-up actions
Download Programme Brochure

Esteemed Collaborations for Education Excellence

We are proud to partner with renowned educational institutions, including the London Examinations Board, Brittany Université, and NCC Education. These esteemed partners share our commitment to delivering high-quality education and empowering learners to succeed in today’s competitive world.

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