BTEC

Edexcel Level 5 BTEC Higher Nationals in Hospitality Management
July 2005

Guidance and units

Edexcel Level 5 BTEC Higher Nationals in

Hospitality Management

Edexcel Limited is one of the leading examining and awarding bodies in the UK and throughout the world. It incorporates all the qualifications previously awarded under the Edexcel and BTEC brands. We provide a wide range of qualifications including general (academic), vocational, occupational and specific programmes for employers. Through a network of UK and overseas offices, our centres receive the support they need to help them deliver their education and training programmes to learners. For further information please call Customer Services on 0870 240 9800 (calls may be recorded for training purposes) or visit our website at www.edexcel.org.uk

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Authorised by Jim Dobson Prepared by Hayley Dalton Publications Code BH016271 All the material in this publication is copyright © Edexcel Limited 2005

EDEXCEL LEVEL 5 BTEC HIGHER NATIONALS IN HOSPITALITY MANAGEMENT

BTEC Higher National Certificate and Diploma in Hospitality Management BTEC Higher National Certificate and Diploma in Hospitality Management (Licensed Retail) BTEC Higher National Certificate and Diploma in Hospitality Management (Culinary Arts) BTEC Higher National Certificate and Diploma in Hospitality Management (Leisure and Tourism)
The Qualifications Curriculum Authority (QCA) has introduced changes to the National Qualifications Framework (NQF) in the way it sets out the levels at which qualifications are recognised. Its revised levels broadly compare with the Framework for Higher Education Qualifications (FHEQ). The academic level of BTEC Higher National Certificates and Diplomas has not changed and they will remain as Intermediate level qualifications on the FHEQ. However, the QCA changes will allow the NQF to recognise more precisely the true academic level of BTEC Higher Nationals and they will now be designated at the revised NQF Level 5. As the academic level has not changed, progression to BTEC Higher Nationals will still be from Level 3 qualifications and progression from BTEC Higher Nationals will be to qualifications at the revised Level 6. Learners’ progression routes do not necessarily involve qualifications at every level. Specifications for all new accreditations after September 2004 will show both the original and revised NQF levels and the QCA Openquals database (www.qca.org.uk/openquals) will show both the original level and the revised level for each of these qualifications. Certification will be at the original levels up until December 2005. All certifications after that date will be at the revised levels. Further information on these changes can be obtained from QCA at www.qca.org.uk/qualifications/types/7918.html

BTEC Higher Nationals within the National Qualifications Framework (NQF)
NQF Original levels
5 Level 5 BTEC Advanced Professional Diplomas, Certificates and Awards 4

Revised levels #
8 No current BTEC qualifications 7 Level 7 BTEC Advanced Professional Diplomas, Certificates and Awards 6 No current BTEC qualifications 5

Framework for Higher Education Qualifications (FHEQ)
D (doctoral) doctorates M (masters) masters degrees, postgraduate certificates and diplomas H (honours) bachelors degrees, graduate certificates and diplomas I (intermediate) diplomas of higher education and further education, foundation degrees, higher national diplomas C (certificate) certificates of higher education

Level 4 BTEC Higher National Diplomas and Certificates
Level 4 BTEC Professional Diplomas, Certificates and Awards

Level 5 BTEC Higher National Diplomas and Certificates

Level 5 BTEC Professional Diplomas, Certificates and Awards 4 Level 4 BTEC Professional Diplomas, Certificates and Awards 3 There is no change to Level 3 in the revised NQF

Level 3 BTEC National Diplomas, Certificates and Awards Level 3 BTEC Diplomas, Certificates and Awards Advanced GCE 2 There is no change to Level 2 in the revised NQF Level 2 BTEC First Diplomas and Certificates Level 2 BTEC Diplomas, Certificates and Awards GCSEs grades A*–C 1 There is no change to Level 1 in the revised NQF Level 1 BTEC Introductory Diplomas and Certificates Level 1 BTEC Diplomas, Certificates and Awards GCSEs grades D–G Entry There is no change to Entry Level in the revised NQF Entry Level BTEC Certificates in Skills for Working Life and Life Skills # The revised NQF applies from 1 September 2004 and will be fully implemented from 1 January 2006. The revision is designed to recognise more precisely the academic levels at the higher levels of the framework: the actual content and other attributes of the respective qualifications are not altered or diminished. The revision also provides better alignment with the FHEQ used in universities and higher education institutions.

Contents

Qualification titles covered by this specification Introduction Structure of the qualification
BTEC Higher National Certificates BTEC Higher National Diplomas

1 2 2
2 2

Key features
National Occupational Standards Qualification Requirements Higher-level skills BTEC Higher National Certificate BTEC Higher National Diploma

11
12 12 12 13 13

Teaching, learning and assessment
Unit format Learning and assessment Grading Higher National units Grade descriptors Accreditation of Prior Learning (APL)

14
14 15 16 18 19

Quality assurance of BTEC Higher Nationals
Centre and programme approval Monitoring centres’ internal quality systems Independent assessment: the role of the external examiner

20
20 20 21

Programme design and delivery
Mode of delivery Resources Delivery approach Meeting local needs Locally-devised specialist units Limitations on variations from standard specifications

22
22 23 23 23 24 24

Access and recruitment
Restrictions on learner entry Access arrangements and special considerations

24
25 25

The wider curriculum
Spiritual, moral, ethical, social and cultural issues Environmental issues European developments Health and safety issues Equal opportunities issues

25
25 26 26 26 26

Useful publications
Professional body contact details How to obtain National Occupational Standards

27
27 28

Professional development and training Further information Core units
Unit 1: Unit 2: Unit 3: Unit 4: Unit 5: Unit 6: Unit 7: The Contemporary Hospitality Industry The Developing Manager Customer Service Food and Beverage Operations Rooms Division Operations Management Accounting for Hospitality Industry Experience

28 29 31
33 43 51 59 67 75 81

Specialist units
Unit 8: Unit 9: Procurement Hospitality Operations Management

87
89 95 105 111 117 125 133 141 149 155

Unit 10: Food and Society Unit 11: Conference and Banqueting Management Unit 12: Contract and Event Management Unit 13: On-Licensed Trade Management Unit 14: People Management Unit 15: Marketing Unit 16: Sales Development and Merchandising Unit 17: Quality Management

Unit 18: Facilities Operations Unit 19: Facilities Management Unit 20: External Business Environment Unit 21: Business Health Check Unit 22: Small Business Enterprise Unit 23: Financial Management Unit 24: Information Management and Technology Unit 25: Introduction to Internet and E-Business Unit 26: Research Project Unit 27: Cellar and Bar Operations Unit 28: Law for Licensed Premises Unit 29: Introduction to Brewing Science Unit 30: Menu Planning and Product Development Unit 31: Planning and Managing Food Production Unit 32: Planning and Managing Food and Beverage Service Unit 33: Contemporary Gastronomy Unit 34: World Cuisine Unit 35: Creative Patisserie Unit 36: Catering Technology Unit 37: Food Hygiene and the Environment Unit 38: Nutrition and Diet Unit 39: The Sport and Leisure Industry Unit 40: Heritage and Cultural Management Unit 41: Entertainment and Venue Management Unit 42: Sport and Leisure Tourism Unit 43: The Travel and Tourism Environment Unit 44: Tourism Development Planning Unit 45: Tourism Destinations Unit 46: Tour Operations Management

163 169 175 181 189 197 203 209 217 223 229 235 241 249 257 265 275 283 291 297 305 313 319 327 333 339 345 351 357

Annex A QCA codes 363 363 Annex B Qualification Requirement 365 365 Annex C Wider curriculum mapping 369 369 Annex D National Occupational Standards 371 371 .

Learners need to be made aware of this when they are recruited by the centre and registered with Edexcel. Providing this happens. The Qualification Accreditation Numbers (QANs) for these qualifications are listed in Annex A. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 1 . centres are able to describe the programme of study leading to the award of the qualification in different ways to suit the medium and the target audience.Qualification titles covered by this specification Edexcel Level 5 BTEC Higher National Certificate in Hospitality Management Edexcel Level 5 BTEC Higher National Diploma in Hospitality Management Edexcel Level 5 BTEC Higher National Certificate in Hospitality Management (Licensed Retail) Edexcel Level 5 BTEC Higher National Diploma in Hospitality Management (Licensed Retail) Edexcel Level 5 BTEC Higher National Certificate in Hospitality Management (Culinary Arts) Edexcel Level 5 BTEC Higher National Diploma in Hospitality Management (Culinary Arts) Edexcel Level 5 BTEC Higher National Certificate in Hospitality Management (Leisure and Tourism) Edexcel Level 5 BTEC Higher National Diploma in Hospitality Management (Leisure and Tourism) These qualifications have been accredited to the National Qualifications Framework (NQF). These qualification titles are as they will appear on the learner’s certificate.

learning. BTEC Higher National Certificate programmes must contain a minimum of five units designated at H2 level. 2 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . It includes advice about Edexcel’s policy regarding access to its qualifications. assessment and quality assurance of these qualifications. Each unit sets out the required outcomes and content and includes advice regarding appropriate delivery and assessment strategies. the design of programmes of study and delivery modes. BTEC Higher National Diplomas The BTEC Higher National Diplomas in Hospitality Management are 16-unit qualifications of which seven are core units.Introduction This document contains the units and associated guidance for the National Qualifications Framework (NQF) Edexcel Level 5 BTEC Higher Nationals in Hospitality Management. The guidance contains further details of the teaching. Structure of the qualification BTEC Higher National Certificates The BTEC Higher National Certificates in Hospitality Management are 10-unit qualifications of which seven are core units. BTEC Higher National Diploma programmes must contain a minimum of eight units designated at H2 level.

BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 3 .Structure of the Edexcel Level 5 BTEC Higher National Certificate in Hospitality Management Unit number 1 2 3 4 5 6 7 Core units — all seven units must be taken The Contemporary Hospitality Industry The Developing Manager Customer Service Food and Beverage Operations Rooms Division Operations Management Accounting for Hospitality Industry Experience Specialist units — choose three units 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 Procurement Hospitality Operations Management Food and Society Conference and Banqueting Management Contract and Event Management On-Licensed Trade Management People Management Marketing Sales Development and Merchandising Quality Management Facilities Operations Facilities Management External Business Environment Business Health Check Small Business Enterprise Financial Management Information Management and Technology Introduction to Internet and E-Business Research Project H1 H2 H1 H2 H2 H2 H2 H2 H2 H2 H1 H2 H2 H2 H2 H2 H1 H1 H2 Unit level H1 or H2 H2 H2 H1 H1 H1 H1 H2 The BTEC Higher National Certificate programme must contain 10 units with a minimum of five units designated at H2 level.

Structure of Edexcel Level 5 BTEC Higher National Diploma in Hospitality Management Unit number 1 2 3 4 5 6 7 Core units — all seven units must be taken The Contemporary Hospitality Industry The Developing Manager Customer Service Food and Beverage Operations Rooms Division Operations Management Accounting for Hospitality Industry Experience Specialist units — choose nine units 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 Procurement Hospitality Operations Management Food and Society Conference and Banqueting Management Contract and Event Management On-Licensed Trade Management People Management Marketing Sales Development and Merchandising Quality Management Facilities Operations Facilities Management External Business Environment Business Health Check Small Business Enterprise Financial Management Information Management and Technology Introduction to Internet and E-Business Research Project H1 H2 H1 H2 H2 H2 H2 H2 H2 H2 H1 H2 H2 H2 H2 H2 H1 H1 H2 Unit level H1 or H2 H2 H2 H1 H1 H1 H1 H2 The BTEC Higher National Diploma programme must contain 16 units with a minimum of eight units designated at H2 level. 4 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .

BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 5 .Structure of the Edexcel Level 5 BTEC Higher National Certificate in Hospitality Management (Licensed Retail) Unit number 1 2 3 4 5 6 7 Core units — all seven units must be taken The Contemporary Hospitality Industry The Developing Manager Customer Service Food and Beverage Operations Rooms Division Operations Management Accounting for Hospitality Industry Experience Specialist units — Group A — choose a minimum of two units 13 16 27 28 29 On-Licensed Trade Management Sales Development and Merchandising Cellar and Bar Operations Law for Licensed Premises Introduction to Brewing Science Specialist units — Group B 9 11 14 15 18 21 25 36 37 Hospitality Operations Management Conference and Banqueting Management People Management Marketing Facilities Operations Business Health Check Introduction to Internet and E-Business Catering Technology Food Hygiene and the Environment H2 H2 H2 H2 H1 H2 H1 H2 H2 H2 H2 H2 H2 H2 Unit level H1 or H2 H2 H2 H1 H1 H1 H1 H2 The BTEC Higher National Certificate programme must contain 10 units with a minimum of five units designated at H2 level.

Structure of the Edexcel Level 5 BTEC Higher National Diploma in Hospitality Management (Licensed Retail) Unit number 1 2 3 4 5 6 7 Core units — all seven units must be taken The Contemporary Hospitality Industry The Developing Manager Customer Service Food and Beverage Operations Rooms Division Operations Management Accounting for Hospitality Industry Experience Specialist units — Group A — choose a minimum of four units 13 16 27 28 29 On-Licensed Trade Management Sales Development and Merchandising Cellar and Bar Operations Law for Licensed Premises Introduction to Brewing Science Specialist units — Group B 9 11 14 15 18 21 25 36 37 Hospitality Operations Management Conference and Banqueting Management People Management Marketing Facilities Operations Business Health Check Introduction to Internet and E-Business Catering Technology Food Hygiene and the Environment H2 H2 H2 H2 H1 H2 H1 H2 H2 H2 H2 H2 H2 H2 Unit level H1 or H2 H2 H2 H1 H1 H1 H1 H2 The BTEC Higher National Diploma programme must contain 16 units with a minimum of eight units designated at H2 level. 6 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .

Structure of the Edexcel Level 5 BTEC Higher National Certificate in Hospitality Management (Culinary Arts) Unit number 1 2 3 4 5 6 7 Core units — all seven units must be taken The Contemporary Hospitality Industry The Developing Manager Customer Service Food and Beverage Operations Rooms Division Operations Management Accounting for Hospitality Industry Experience Specialist units — Group A — choose a minimum of two units 10 30 31 32 33 34 35 Food and Society Menu Planning and Product Development Planning and Managing Food Production Planning and Managing Food and Beverage Service Contemporary Gastronomy (double unit — counts as two units) World Cuisine Creative Patisserie (double unit — counts as two units) Specialist units — Group B 9 11 13 21 22 36 37 38 Hospitality Operations Management Conference and Banqueting Management On-Licensed Trade Management Business Health Check Small Business Enterprise Catering Technology Food Hygiene and the Environment Nutrition and Diet H2 H2 H2 H2 H2 H2 H2 H2 H1 H2 H2 H2 H2 H1 H2 Unit level H1 or H2 H2 H2 H1 H1 H1 H1 H2 The BTEC Higher National Certificate programme must contain 10 units with a minimum of five units designated at H2 level. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 7 .

8 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .Structure of the Edexcel Level 5 BTEC Higher National Diploma in Hospitality Management (Culinary Arts) Unit number 1 2 3 4 5 6 7 Core units — all seven units must be taken The Contemporary Hospitality Industry The Developing Manager Customer Service Food and Beverage Operations Rooms Division Operations Management Accounting for Hospitality Industry Experience Specialist units — Group A — choose a minimum of four units 10 30 31 32 33 34 35 Food and Society Menu Planning and Product Development Planning and Managing Food Production Planning and Managing Food and Beverage Service Contemporary Gastronomy (double unit — counts as two units) World Cuisine Creative Patisserie (double unit — counts as two units) Specialist units — Group B 9 11 13 21 22 36 37 38 Hospitality Operations Management Conference and Banqueting Management On-Licensed Trade Management Business Health Check Small Business Enterprise Catering Technology Food Hygiene and the Environment Nutrition and Diet H2 H2 H2 H2 H2 H2 H2 H2 H1 H2 H2 H2 H2 H1 H2 Unit level H1 or H2 H2 H2 H1 H1 H1 H1 H2 The BTEC Higher National Diploma programme must contain 16 units with a minimum of eight units designated at H2 level.

BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 9 .Structure of the Edexcel Level 5 BTEC Higher National Certificate in Hospitality Management (Leisure and Tourism) Unit number 1 2 3 4 5 6 7 Core units — all seven units must be taken The Contemporary Hospitality Industry The Developing Manager Customer Service Food and Beverage Operations Rooms Division Operations Management Accounting for Hospitality Industry Experience Specialist units — Group A — choose a minimum of two units 39 40 41 42 43 44 45 46 The Sport and Leisure Industry Heritage and Cultural Management Entertainment and Venue Management Sport and Leisure Tourism The Travel and Tourism Environment Tourism Development Planning Tourism Destinations Tour Operations Management Specialist units — Group B 9 11 13 14 15 16 19 21 25 Hospitality Operations Management Conference and Banqueting Management On-Licensed Trade Management People Management Marketing Sales Development and Merchandising Facilities Management Business Health Check Introduction to Internet and E-Business H2 H2 H2 H2 H2 H2 H2 H2 H1 H1 H1 H2 H2 H1 H2 H1 H1 Unit level H1 or H2 H2 H2 H1 H1 H1 H1 H2 The BTEC Higher National Certificate programme must contain 10 units with a minimum of five units designated at H2 level.

10 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .Structure of the Edexcel Level 5 BTEC Higher National Diploma in Hospitality Management (Leisure and Tourism) Unit number 1 2 3 4 5 6 7 Core units — all seven units must be taken The Contemporary Hospitality Industry The Developing Manager Customer Service Food and Beverage Operations Rooms Division Operations Management Accounting for Hospitality Industry Experience Specialist units — Group A — choose a minimum of four units 39 40 41 42 43 44 45 46 The Sport and Leisure Industry Heritage and Cultural Management Entertainment and Venue Management Sport and Leisure Tourism The Travel and Tourism Environment Tourism Development Planning Tourism Destinations Tour Operations Management Specialist units — Group B 9 11 13 14 15 16 19 21 25 Hospitality Operations Management Conference and Banqueting Management On-Licensed Trade Management People Management Marketing Sales Development and Merchandising Facilities Management Business Health Check Introduction to Internet and E-Business H2 H2 H2 H2 H2 H2 H2 H2 H1 H1 H1 H2 H2 H1 H2 H1 H1 Unit level H1 or H2 H2 H2 H1 H1 H1 H1 H2 The BTEC Higher National Diploma programme must contain 16 units with a minimum of eight units designated at H2 level.

vocational qualifications such as a full-time degree in hospitality management or related areas such as business management or leisure and tourism management developing the knowledge.Key features BTEC Higher Nationals are designed to provide specialist vocational programmes. • • • BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 11 . skills and motivation as a basis for future studies and career development in hospitality management. skills and techniques. licensed retail. through effective use and combination of the knowledge and skills gained in different parts of the programme providing opportunities for specialist study relevant to individual vocations and contexts enabling progression to an undergraduate degree or further professional qualification in hospitality management or a related area providing flexibility. BTEC Higher Nationals in Hospitality Management have been developed to focus on: • providing education and training for a range of management careers in hospitality. BTEC Higher Nationals offer a strong emphasis on practical skills development alongside the development of requisite knowledge and understanding in their sector. • • • • • This qualification meets the needs of the above rationale by: • • developing a range of knowledge and understanding. front of house manager or events manager providing opportunities for hospitality managers to follow specialised areas of study directly relevant to individual vocations and professions within the hospitality industry. leisure and/or tourism sectors. with a strong work-related emphasis. understanding and skills of learners in the field of hospitality management in a range of fields. for example food and beverage manager. leading to a nationally-recognised Level 5 vocationally-specific qualification providing opportunities for full-time learners to gain a nationally-recognised vocationally specific qualification to enter employment in hospitality management or progress to highereducation. linked to professional body requirements and National Occupational Standards where appropriate. including study within the licensed trade. Learners are attracted to this strong vocational programme of study that meets their individual progression needs whether this is into employment or to further study on degree or professional courses. food and beverage or leisure and tourism sectors. including investigatory and research skills focusing on management issues within the context of hospitality. including those suggested above providing opportunities for learners to focus on the development of higher-level skills in a hospitality management context. personal qualities and attributes essential for successful performance in working life developing the individual’s ability to make an immediate contribution to employment in the hospitality management industry. knowledge. leisure or tourism providing opportunities for learners to develop a range of skills and techniques and attributes essential for successful performance in working life within the hospitality industry. or specialist culinary arts. The qualifications provide a thorough grounding in the key concepts and practical skills required in their sector and their national recognition by employers allows progression direct into employment. depending on the match of the BTEC Higher National units to the degree programme in question. A key progression path for BTEC Higher National Certificate and Diploma learners is to the second or third year of a degree or honours degree programme.

However. Qualification Requirements Edexcel has published Qualification Requirements as part of the revision of BTEC Higher Nationals. Links to Management National Occupational Standards are indicated in each unit and mapped in Annex D. Higher-level skills Learners studying for BTEC Higher Nationals in Hospitality Management will be expected to develop the following skills during the programme of study: • analysing. which are sub-divided into four clusters: • • • • core hospitality topics key management themes sector topics supporting hospitality topics. However. which should be demonstrated in a work context. as well as developing practical skills in preparation for work and possible achievement of NVQs in due course. BTEC Higher Nationals do not purport to deliver occupational competence in the sector. It encompasses 48 blocks. This will allow higher education institutions. The Qualification Requirement for BTEC Higher Nationals in Hospitality Management is given in Annex B. There are currently no National Occupational Standards for hospitality at Level 5. Licensed centres comply with the Qualification Requirements when developing BTEC Higher Nationals under these standard titles. some units in the Higher Nationals in Hospitality Management relate to Management NVQ units. Qualification Requirements set out the aims and rationale of the qualifications and provide the framework of curriculum content. The Corpus is divided into three levels: supervisory. These relationships are identified in the Links section of the units.National Occupational Standards BTEC Higher Nationals in Hospitality Management are designed to relate to the National Occupational Standards in the management sector. synthesising and summarising information about research and investigations into hospitality management issues critically. employers and professional bodies to confidently provide progression opportunities to successful learners. Qualification Requirements provide consistent standards within the same vocational area and clearly identify the skills and knowledge that can be expected of any holder of an identical BTEC Higher National. such as the findings of Unit 7: Industry Experience 12 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . operational and senior management. the qualifications provide underpinning knowledge for the National Occupational Standards. which in turn form the basis of the Management National Vocational Qualifications (NVQs). the Hospitality and Catering International Management Association (HCIMA) publishes their Corpus of Management Excellence. In addition to the National Occupational Standards. They also identify the higher-level skills associated with the qualifications and any recognition by relevant professional bodies. which summarises the topics that the hospitality professional can make use of during their working career. Units from the Edexcel Level 5 BTEC Higher Nationals in Hospitality Management have been mapped to the Corpus where appropriate. Edexcel standard specification titles are developed from the Qualification Requirements.

They allow progression into or within employment in the hospitality sector. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 13 . reflected in Unit 2: The Developing Manager obtaining and integrating several lines of subject-specific evidence to formulate and test hypotheses. Higher National Diplomas are mode free but are followed predominately by full-time learners. for example through Unit 7: Industry Experience or Unit 26: Research Project applying subject knowledge and understanding to address familiar and unfamiliar problems. The BTEC Higher National Diploma in Hospitality Management provides opportunities for learners to apply their knowledge and practical skills in the workplace. such as reports on the human resource challenges facing the hospitality industry or executive summaries from the annual ‘Chefs’ Conference’. particularly in Unit 1: The Contemporary Hospitality Industry. Unit 2: The Developing Manager and Unit 26: Research Report designing. This specification provides centres with a framework to develop engaging programmes for higher-education learners who are clear about the area of employment that they wish to enter. for example the outcomes of Unit 7: Industry Experience or Unit 26: Research Project. Full-time learners have the opportunity to do this through formal work placements or their part-time employment experience. planning. understanding and practical skills required in the hospitality sector and also offers particular specialist emphasis through the choice of specialist units. BTEC Higher National Diploma The 16-unit BTEC Higher National Diploma provides greater breadth and specialisation than the BTEC Higher National Certificate. In some sectors there are opportunities for those wishing to complete an intensive programme of study in a shorter period of time. BTEC Higher National Certificates provide a nationally-recognised qualification offering career progression and professional development for those already in employment and opportunities to progress into higher education. either directly on achieving the award or following further study to degree level. • • • • • • BTEC Higher National Certificate The 10-unit BTEC Higher National Certificate in Hospitality Management provides a specialist work-related programme of study that covers the key knowledge. conducting and reporting on investigations. The qualifications are mode free but they are primarily undertaken by part-time learners studying over two years. through research into the problems and issues facing commercial hospitality organisations or the wider aspects of the contemporary hospitality industry recognising the moral and ethical issues of enquiry into hospitality management and appreciating the need for ethical standards and professional codes of conduct. for example about issues such as the contemporary hospitality industry the ability to take responsibility for their own learning and recognise their own learning style. The BTEC Higher National Certificate in Hospitality Management mainly offers a progression route for learners who are employed in the hospitality industry. with critical understanding the ability to think independently and solve problems.• the ability to read and use appropriate literature.

learning and assessment Learners must pass all 10 units on their programme of learning to be awarded a BTEC Higher National Certificate and all 16 units to be awarded a BTEC Higher National Diploma.The qualification prepares learners for employment in the hospitality sector and will be suitable for learners who have already decided that they wish to enter this area of work. and learner autonomy. and an increasing independence in systematic enquiry and analysis. Unit format Each unit is set out in the following way. ‘merit’ or ‘distinction’. To achieve a pass grade for the unit learners must meet the assessment criteria set out in the specifications. learners may progress to degree or other higher-education studies in the hospitality sector or a related industry. Some adult learners may wish to make the commitment required by this qualification in order to enter a specialist area of employment in hospitality or progress into higher education. Unit title. learning hours and NQF level The unit title is accredited by QCA and this form of words will appear on the learner’s Notification of Performance. together with the key areas of study associated with the unit. The units in BTEC Higher National qualifications all have a standard format which is designed to provide clear guidance on the requirements of the qualification for learners. principles. The assessment of BTEC Higher National qualifications is criterion-referenced and centres are required to assess learners’ evidence against published learning outcomes and assessment criteria. complexity and depth of study. At H1 level the emphasis is on the application of knowledge. Teaching. In BTEC Higher National qualifications each unit consists of 60 guided learning hours. use of analytical skills and selection and organisation of information. greater specialisation in the field of study. assessors and those responsible for monitoring national standards. Other learners may want to extend the specialism that they followed on the BTEC Higher National Certificate programme. At H2 level the emphasis is on application and evaluation of contrasting ideas. theories and practices. Progression from this qualification may well be into or within employment in the hospitality sector. Alternatively. skills and understanding. use of conventions in the field of study. 14 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . Description of unit A brief description of the overall purpose of the unit is given. indicating the relative intellectual demand. Each unit is assigned a notional level indicator of H1 or H2. Learners must achieve all the outcomes in order to pass the unit. Summary of learning outcomes The outcomes of the unit identify what each learner must do in order to pass it. All units will be individually graded as ‘pass’. This gives transparency to the assessment process and provides for the establishment of national standards for each qualification.

Its subsections are given below. Guidance This section is not prescriptive but provides additional guidance and amplification related to the unit to support teachers/deliverers and assessors. Please note all aspects of the listed topics should be covered. videos. Resources — identifies the specialist resources likely to be needed to allow learners to generate the evidence required by each unit. capitalising on strengths. what further learning needs to take place and how best to do this. Links — sets out the links between units. The assessor and learner must be actively engaged in promoting a common understanding of the assessment criteria and the grade descriptors (what it is they are trying to achieve and how well they achieve it) for further learning to take place. Therefore. The centre will be asked to ensure that this resource requirement is in place when it seeks approval from Edexcel to offer the qualification. is required for each unit. The process of assessment can aid effective learning by seeking and interpreting evidence to decide the stage that learners have reached in their learning. The content section will often provide lists of topics. textbooks. with clear and constructive comments about weaknesses and how these might be addressed. Any links to the National Occupational Standards will be highlighted here. The guidance is based on the more usual delivery modes and is not intended to rule out alternative approaches. learners need constructive feedback and guidance about how to improve. Outcomes and assessment criteria Each unit contains statements of the evidence that each learner should produce in order to receive a pass. publications and websites that may support the delivery of the unit. where appropriate. Therefore. Support materials — identifies. Evidence of this learning. The assessment of the evidence relates directly to the assessment criteria for each unit. supported by the generic grade descriptors.Content This section picks up highlighted words from the outcomes and amplifies the content coverage required when addressing the outcomes. except those that begin with ‘eg’. the process of assessment should be part of the effective planning of teaching and learning by providing opportunities for both the learner and assessor to obtain information about progress towards learning goals. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 15 . Only those subsections which apply to the unit will appear. Provides opportunities for integration of learning. • • Delivery — offers guidance about possible approaches to delivery. • • • Learning and assessment The purpose of assessment is to ensure that effective learning of the content of each unit has taken place. magazines. This subsection should be read in conjunction with the assessment criteria and the generic grade descriptors. or the application of the learning etc. where items listed are merely indicative. delivery and assessment. journals. Assessment — provides advice about the nature and type of evidence that learners are likely to need to produce.

reliable and fit for purpose. Each unit will be graded as a pass. The indicative characteristics shown in the table for each of the generic grade descriptors are not exhaustive. and support the generic grade descriptors. The indicative characteristics should reflect the nature of a unit and the context of the sector programme. A pass is awarded for the achievement of all outcomes against the specified assessment criteria. pass requirements achieved all merit grade descriptors achieved. merit or distinction. This means that learners are able to access the qualification through a unitised approach. It is advised that assessment criteria and contextualised grade descriptors are clearly indicated on each assessment instrument to provide a focus for learners (for transparency and to ensure that feedback is specific to the criteria) and to assist with internal standardisation processes. pass and merit requirements achieved all distinction grade descriptors achieved. Assessment instruments should collectively ensure coverage of all assessment criteria within each unit and should provide opportunities for the evidencing of all the grade descriptors. Centres are encouraged to place emphasis on practical application of the assessment criteria. These give a guide to the expected learner performance. to reflect the nature of the sector concerned. Merit and distinction grades are awarded for higher-level achievement.Assessment instruments are constructed by centres. Consequently. eg in a sequential or holistic mode. Each of the generic merit and distinction grade descriptors can be amplified by use of indicative characteristics. they need to ensure that the instruments are valid. It is important to note that each assessment activity does not need to incorporate all the merit and/or distinction grade descriptors. Tasks/activities should enable learners to produce evidence that relates directly to the assessment criteria and grade descriptors. Grading Higher National units The assessment of BTEC Higher National qualifications will be at unit level and there will be no overall grade for either the Certificate or the Diploma. Summary of grades In order to achieve a pass In order to achieve a merit • • • In order to achieve a distinction • • all outcomes and associated assessment criteria have been met. providing a realistic scenario for learners to adopt. When centres are designing assessment instruments. 16 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . making maximum use of work-related practical experience and reflecting typical practice in the sector concerned. The generic merit and distinction grade descriptors listed on pages 18–19 are for grading the total evidence produced for each unit and describe the learner’s performance over and above that for a pass grade. The merit and distinction grade descriptors can be achieved in a flexible way. building on the application of the assessment criteria. The creation of assessment instruments that are fit for purpose is vital to achievement and their importance cannot be over-emphasised. centres should select from the list or may construct other appropriate indicative characteristics for their sector programme which may be drawn from the appropriate higher-level skills.

BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 17 . The relevant generic grade descriptors must be identified and specified within an assignment and the relevant indicative characteristics should be used to place the required evidence in context.Contextualising the generic grade descriptors The generic merit and distinction grade descriptors need to be viewed as a qualitative extension of the assessment criteria for pass within each individual unit.

logical development of principles/concepts for the intended audience a range of methods of presentation have been used and technical language has been accurately used communication has taken place in familiar and unfamiliar contexts the communication is appropriate for familiar and unfamiliar audiences and appropriate media have been used 18 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .Grade descriptors Pass grade A pass grade is achieved by meeting all the requirements defined in the assessment criteria for pass for each unit. Merit grade Merit descriptors In order to achieve a merit the learner must: • identify and apply strategies to find appropriate solutions Indicative characteristics The learner’s evidence shows: • • • • select/design and apply appropriate methods/ techniques • • • • • • • • present and communicate appropriate findings • • • • • effective judgements have been made complex problems with more than one variable have been explored an effective approach to study and research has been applied relevant theories and techniques have been applied a range of methods and techniques have been applied a range of sources of information has been used the selection of methods and techniques/sources has been justified the design of methods/techniques has been justified complex information/data has been synthesised and processed appropriate learning methods/techniques have been applied the appropriate structure and approach has been used coherent.

org. in their previous or current employment or whilst undertaking voluntary work that relates to one or more of the units in the qualification. As with all evidence. Full guidance about Edexcel’s policy on APL is provided on our website (www.uk). assessors should be satisfied about the authenticity and currency of the material when considering whether or not the outcomes of the unit have been met.edexcel. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 19 . managed and organised activities have been managed the unforeseen has been accommodated the importance of interdependence has been recognised and achieved ideas have been generated and decisions taken self-evaluation has taken place convergent and lateral thinking have been applied problems have been solved innovation and creative thought have been applied receptiveness to new ideas is evident effective thinking has taken place in unfamiliar contexts Accreditation of Prior Learning (APL) Edexcel encourages centres to recognise learners’ previous achievements and experience through APL. projects or investigations have been planned.Distinction grade Distinction descriptors In order to achieve a distinction the learner must: • use critical reflection to evaluate own work and justify valid conclusions Indicative characteristics The learner’s evidence shows: • • • • • take responsibility for • managing and organising • activities • • • • demonstrate convergent/lateral/ creative thinking • • • • • • • conclusions have been arrived at through synthesis of ideas and have been justified the validity of results has been evaluated using defined criteria self-criticism of approach has taken place realistic improvements have been proposed against defined characteristics for success autonomy/independence has been demonstrated substantial activities. Learners may have evidence that has been generated during previous study. Assessors should assess this evidence against the Higher National standards in the specifications in the normal way.

enhancement of those requirements to accommodate new qualifications independent assessment — a measure that provides independence within the assessment process. The approval letter will also contain a programme definition for each qualification approved. Monitoring centres’ internal quality systems Centres will be expected to demonstrate ongoing fulfilment of approval criteria across all programme areas. The programme definition clearly states to the centre all units that comprise the qualification for which the centre is approved.Quality assurance of BTEC Higher Nationals The quality assurance system for BTEC Higher National qualifications. Such applications have to be supported by the head of the centre (principal. Alternatively. together with the effectiveness of internal examination and standardisation processes. as higher-level vocational qualifications at Level 5 on the NQF. which already apply to all further education centres. will comprise three main components: • approval process — a control measure to confirm that individual centres (and programme teams) are appropriately resourced and competent to deliver a BTEC Level 5 programme of study monitoring of centres — a method of monitoring centres’ internal quality systems to ensure ongoing fulfilment of initial requirements and. Centres may opt for a review of their provision under the quality verifier/quality reviewer arrangements. Edexcel reserves the right to confirm independently that these arrangements are operating to our satisfaction. Centres that are new to the delivery of BTEC Higher National qualifications will be required to submit evidence to demonstrate that they: • • • • have the human and physical resources required for effective delivery and assessment understand the implications for independent assessment and agree to abide by these have a robust internal assessment system supported by ‘fit for purpose’ assessment documentation have a system to internally verify assessment decisions to ensure standardised assessment decisions are made across all assessors and sites. This measure should be consistent and reliable over time. • • Centre and programme approval Approval to offer BTEC Higher National qualifications will vary depending on the status of the centre. We communicate all approvals in writing to the head of centre in the form of a qualification approval letter. Centres that have a recent history of delivering BTEC Higher National qualifications and have an acceptable quality profile in relation to their delivery will be able to gain approval through an accelerated process. chief executive. where appropriate. etc). centres may present evidence of their operation within a recognised code of practice. so that the certificated outcomes for each learner are not reliant on determinations by individuals or groups with a vested interest in the outcome. 20 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . and should not create unnecessary barriers. This should include the consistent application of policies affecting learner registrations and appeals. such as that of the Quality Assurance Agency for Higher Education.

They are required to: • • verify that standards are appropriate for the qualification and its elements assist institutions in the comparison of academic standards across similar awards nationally. Should any disparity occur between the judgement of centre assessors and that of the external examiner. external examiners must be afforded reasonable access to the assessed parts of the programme. The external examiner will be expected to endorse the outcomes of assessment before certification can be authorised.Independent assessment: the role of the external examiner Supporting consistency and appropriateness of centre assessor decisions For all BTEC Higher Nationals accredited at Level 5 on the NQF. The report will include comments from the external examiner on: • • • • • • • • • • academic standards and programme specification academic standards and learner performance academic standards and assessment the assessment process assessment meetings physical resources comments of learners meetings with staff external examiner practice issues arising from previous reports BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 21 . together with the roles and responsibilities of the external examiners and will communicate the details to centres in a centre handbook. in the first year of the programme. Should the external examiner be unable to provide such endorsement. The work of all learners not already sampled in the first year of the programme will be reviewed. appointment and training process. from across the programme. Edexcel will appoint appropriately qualified subject-specific external examiners to the programme in each centre. Edexcel will define the selection. this will be reported to the centre and to Edexcel by the external examiner. Independence in confirmation of certificated outcomes In the final year of the programme. (The senior subject examiner may become involved in such instances. that present the most appropriate evidence for this exercise. including evidence of learner performance on placement. Resolution of assessments will normally be handled at the centre’s final programme review board. the external examiner will revisit the centre in order to independently assess learner work and to evaluate centre assessor decisions on final outcomes.) The external examiner will be required to prepare a written report after each visit. certification will be withheld until appropriate corrective action has taken place. The function of the external examiner will be to review and evaluate objectively the assessment process and standards of learner attainment by independently reviewing. This process of evaluation may focus upon work in units. The centre will be required to agree appropriate corrective action as a result of this report. When they visit centres. a sample of learner work (including the centre-designed assignments on which the samples are based) selected by the external examiner. selected by the external examiner.

The definition of guided learning hours is ‘a notional measure of the substance of a qualification’. Programme design and delivery The qualifications consist of core units (which are mandatory) and specialist units. The report is a confidential document between Edexcel. Whatever mode of delivery is used. and the centre to use for internal/external quality assurance processes. centres must ensure that learners have appropriate access to the resources identified in the specifications and to the subject specialists delivering the units. open learning. in the assessment 22 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . It excludes learner-initiated private study. where appropriate. Centres are advised to consider this definition when planning the programme of study associated with this specification. Full guidance on Edexcel’s policies on ‘distance assessment’ and ‘electronic assessment’ are provided on our website. instruction and assessment. or otherwise. These specialist units will be mostly optional and are designed to provide a specific focus to the qualification. of learner outcomes. This may be through traditional classroom teaching. Centres are free to offer the qualifications using any mode of delivery that meets the needs of their learners. distance learning or a combination of these. Assessment instruments based on learners’ work environments should be encouraged. together with other structured learning time such as directed assignments or supported individual study. It provides the centre with feedback on the external examining process and on the judgements that determine the external examiner’s decisions on endorsement. It includes an estimate of time that might be allocated to direct teaching.• • • details of sampling general points. Learners studying for the qualification on a part-time basis bring with them a wealth of experience that should be utilised to maximum effect by tutors and assessors. The external examiner report provides the mechanism by which the external examiner independently verifies learner ability. Mode of delivery Edexcel does not define the mode of study for BTEC Higher National qualifications. areas of good practice and major issues action points. In BTEC Higher National qualifications each unit consists of 60 guided learning hours. the appointed external examiner. Those planning the programme should aim to enhance the vocational nature of the BTEC Higher National qualification by: • • • liaising with employers to ensure that the course is relevant to the specific needs of the learners accessing and using non-confidential data and documents from learners’ workplaces including sponsoring employers in the delivery of the programme and. This is particularly important for learners studying for the qualification through open or distance learning. endorses the validity of the assessment process and releases certification for a cohort. Required combinations of specialist units are clearly set out in relation to each qualification in the defined qualification structures provided in this document.

BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 23 . Specialist resources should include case study materials. centres may seek approval from Edexcel to make use of units from other standard NQF BTEC Higher National specifications. Tutors and assessors need to ensure that appropriate links are made between theory and practice and that the knowledge base is applied to the sector. Please refer to the resource section in individual units for specialist resource requirements. as well as the local skills and training needs identified by organisations such as Regional Development Agencies and Local Learning and Skills Councils. real resources acquired from commercial operations. Maximum use should be made of the learner’s experience. some of which can be theoretical in nature. therefore. Resources BTEC Higher National qualifications are designed to prepare learners for employment in specific sectors. Centres will need to meet any specialist resource requirements when they seek approval from Edexcel.• • linking with company-based/workplace training programmes making full use of the variety of experiences of work and life that learners bring to the programme. Delivery approach It is important that centres develop an approach to teaching and learning that supports the specialist vocational nature of the BTEC Higher National qualifications. videos and documented examples of current practice eg reports from the hospitality industry. Centres will need to justify the need for importing units from other specifications and Edexcel will ensure that the vocational focus of the qualification has not been diluted. The units are designed to meet the skill needs of the sector and the specialist units allow coverage of the full range of employment. Requirements for specialist resources are detailed in each unit. should normally be of industry standard. In this situation. Some units will require access to specialist facilities such as kitchens or laboratories. Physical resources need to support the delivery of the programme and the proper assessment of the outcomes and. This will require the development of relevant and up-to-date teaching materials that allow learners to apply their learning to actual events and activity within the sector. Staff delivering programmes and conducting the assessments should be fully familiar with current practice and standards in the sector concerned. Meeting local needs Centres should note the qualifications set out in these specifications have been developed in consultation with centres and employers in the hospitality sector. Centres should make maximum use of the choice available to them within the specialist units in these specifications to meet the needs of their learners. together with support from the Sector Skills Council for the hospitality sector. Centres may not always be able to meet local needs using the units in this specification. The specifications contain a balance of practical skill development and knowledge requirements.

Edexcel will ensure that the integrity of the qualification is not reduced and that there is a minimum of overlap and duplication of content of existing units. Centres will need to review the profile of qualifications and/or experience held by applicants. considering whether this profile shows an ability to progress to a Level 5 qualification. The cases where this will be allowable will be very limited. This profile is likely to be supported by GCSE grades at A* to C other related Level 3 qualifications • 24 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .Locally-devised specialist units There may be exceptional circumstances where even the flexibility of importing units from other specifications does not meet a particular local need. Travel and Tourism. Centres should also show regard for Edexcel’s policy on learners with particular requirements. Centres should take appropriate steps to assess each applicant’s potential and make a professional judgement about their ability to successfully complete the programme of study and achieve the qualification. Access and recruitment Edexcel’s policy regarding access to its qualifications is that: • • • the qualifications should be available to everyone who is capable of reaching the required standards the qualifications should be free from any barriers that restrict access and progression there should be equal opportunities for all wishing to access the qualifications. Travel and Tourism. In this case. This assessment will need to take account of the support available to the learner within the centre during their programme of study and any specific support that might be necessary to allow the learner to access the assessment for the qualification. centres can seek permission from Edexcel to develop a unit with us to meet this need. Centres are required to recruit learners to BTEC qualifications with integrity. Business or a similar discipline an AVCE/Advanced GNVQ in an appropriate vocational area eg Hospitality and Catering. The use of these units cannot be at the expense of the core units in any qualification. Edexcel will need to validate these units. Centres will need strong evidence of the local need and the reasons why the existing standard units are inappropriate. For learners who have recently been in education. Limitations on variations from standard specifications The flexibility to import standard units from other BTEC Higher National specifications and/or to develop unique locally-devised specialist units is limited to a maximum of four units in a BTEC Higher National Diploma qualification and a maximum of two units only in any BTEC Higher National Certificate qualification. This will include ensuring that applicants have appropriate information and advice about the qualifications and that the qualification will meet their needs. Leisure and Recreation or Business a GCE Advanced level profile which demonstrates strong performance in a relevant subject or an adequate performance in more than one GCE subject. the entry profile is likely to include one of the following: • • • a BTEC National Certificate or Diploma in Hospitality Supervision.

health and safety considerations. Unit 7: Industry Experience or Unit 26: Research Project. social and cultural issues The specification contributes to an understanding of: • spiritual issues through development of the self through units such as Unit 2: The Developing Manager.uk). The development of management skills through Unit 2: The Developing Manager and the responsibility that accompanies such a role may extend the learner’s own awareness of his/her future role in life. moral. The wider curriculum The study of the BTEC Higher Nationals in Hospitality Management provides opportunities for learners to develop an understanding of spiritual. learners will gain an increased awareness of their own value and role in life if they adopt the responsibility for finding a suitable commercial organisation and managing the arrangements for Unit 7: Industry Experience or Unit 26: Research Project. Access arrangements and special considerations Edexcel’s policy on access arrangements and special considerations for BTEC and Edexcel NVQ qualifications aims to enhance access to the qualifications for learners with disabilities and other difficulties (as defined by the Disability Discrimination Act 1995 and the amendments to the Act) without compromising the assessment of skills. moral. Restrictions on learner entry The majority of BTEC Higher National qualifications are accredited on the NQF for learners aged 16 years and over.edexcel. Spiritual. and European developments. Learners may also consider the potential for job satisfaction gained from meeting the roles and responsibilities of the job BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 25 . ethical. Mapping of wider curriculum opportunities is provided in Annex C. Mature learners may present a more varied profile of achievement that is likely to include extensive work experience (paid and/or unpaid) and/or achievement of a range of professional qualifications in their work sector.org.• • an Access to Higher Education Certificate awarded by an approved further education institution related work experience. which is on the Edexcel website (www. Learners aged 15 and under cannot be registered for a BTEC Higher National qualification. 2002) concerning learners with particular requirements. understanding or competence. knowledge. For example. social and cultural issues and an awareness of environmental issues. This policy replaces the previous Edexcel policy (Assessment of Vocationally Related Qualifications: Regulations and Guidance Relating to Learners with Special Requirements. ethical. Further details are given in the policy Access Arrangements and Special Considerations for BTEC and Edexcel NVQ Qualifications.

even though the context of delivery is within the UK. Unit 8: Procurement is particularly useful from an environmental perspective. Specific applications involving health and safety may not always occur. Understanding the relationship between a manager and their staff or clients can lead to discussions on a wide range of social/cultural issues. 26 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . Learners should be aware of. including the need to consider trends and changes in European models. particularly in consideration of the impact of various units on the lives of an organisation’s staff or clients and the substantial contribution the hospitality industry can make to the local community. Equal opportunities issues Equal opportunities issues are implicit throughout the BTEC Higher Nationals in Hospitality Management. European developments Much of the content of the BTEC Higher Nationals in Hospitality Management can be applied throughout Europe owing to its service-oriented nature. and discuss. for example cooking oils. For example. as well as themselves. Health and safety issues BTEC Higher Nationals in Hospitality Management are practically based. Discussions could consider issues relating to compliance with the Data Protection Act 1998 and the potential for misuse of data social and cultural issues are encountered throughout the BTEC Higher Nationals in Hospitality Management. but learners need to develop their knowledge and skills in the management of these issues.• moral and ethical issues are encountered throughout the BTEC Higher Nationals in Hospitality Management as dealing with people will always involve the learner engaging in moral and ethical issues. The European dimensions of hospitality are reflected in a number of units. Learners will develop a keen awareness of the need to balance a wide range of environmental issues with the operational requirement of a hospitality organisation. a developing understanding of the costings function in the hospitality industry will increase the learner’s awareness of the importance of accurate and fair charging for products and services. the impact that changes in technology bring about regarding the disposable nature of almost all ICT equipment. together with other units that involve the use and disposal of a wide range of equipment and products. Discussions can be led about the changing nature of customer demand and the effect this has on both the type of service offered by the hospitality industry and the personnel required to provide such a service. in all practical activities and consider the responsibilities of the hospitality manager for overarching health and safety issues. and health and safety issues are encountered throughout. Discussions can also arise from managing customer service and the global implications of dealing with and responding to foreign cultures. • Environmental issues Learners are led to appreciate the importance of environmental issues as they engage in hospitality study as well as through experience of the industry. Discussions can be developed on issues such as organic and genetically modified foods and disposal of waste. Learners will develop awareness of the safety of others. particularly those relating to the management of human resources.

org.com Related publications include: the current Edexcel publications catalogue and update catalogue Edexcel publications concerning the quality assurance system and the internal and external verification of vocationally-related programmes may be found on the Edexcel website and in the Edexcel publications catalogue. NB: Most of our publications are priced.org www.uk British Hospitality Association Queens House 55–56 Lincoln’s Inn Fields London WC2A 3BH Telephone: Fax: Email: Website: 020 7404 7744 020 7404 7799 info@bha.org. Professional body contact details Hospitality and Catering International Management Association HCIMA Trinity Court 34 West Street Sutton Surrey SM1 1SH Telephone: Fax: Email: Website: 020 8661 4900 020 8661 4901 commdept@hcima.org BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 27 .Useful publications Further copies of this document and related publications can be obtained from: Edexcel Publications Adamsway Mansfield Nottinghamshire NG18 4FN Telephone: Fax: Email: • • 01623 467 467 01623 450 481 publications@linneydirect.uk www.uk www.org.uk British Institute of Innkeeping Wessex House 80 Park Street Camberley Surrey GU15 3PT Telephone: Fax: Email: Website: 01276 684 449 01276 230 45 reception@bii.bii.bha-online.org. Please check the cost when you order. There is also a charge for postage and packing.hcima.

co.Institute of Customer Service 2 Castle Court St Peter’s Street Colchester CO1 1EW Telephone: Fax: Email: Website: 01206 571 716 01206 546 688 enquiries@icsmail.org. 28 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . You can request customised training through the website or by contacting one of our advisers in the Professional Development and Training Team on telephone number 0870 240 9800 to discuss your training needs. This support is available through a choice of training options offered in our published training directory or through customised training at your centre.uk www.uk).org.managers.edexcel.standards@managers.org.uk/msu2001 Professional development and training Edexcel supports UK and international customers with training related to BTEC qualifications. The support we offer focuses on a range of issues including: • • • • • • • planning for the delivery of a new programme planning for assessment and grading developing effective assignments building your team and teamwork skills developing student-centred learning and teaching approaches building key skills into your programme building in effective and efficient quality assurance systems.com How to obtain National Occupational Standards The National Occupational Standards for Management can be obtained from: The Management Standards Centre 3rd Floor 2 Savoy Court The Strand London WC2R 0EZ Telephone: Fax: Email: Website: 020 7240 2826 020 7240 2853 management.instituteofcustomerservice.uk www. The national programme of training we offer can be viewed on the Edexcel website (www. The training we provide: • • • is active — ideas are developed and applied is designed to be supportive and thought provoking builds on best practice.

org.Our training will also underpin many areas of the Higher Education Staff Development Agency (HESDA)/FENTO standards for teachers and lecturers working towards them. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 29 .uk.edexcel. Further information For further information please call Customer Services on 0870 240 9800 (calls may be recorded for training purposes) or visit our website at www.

30 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .

Core units BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 31 .

32 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .

Learners then review the current structure using the centre definition.Unit 1: Learning hours: NQF Level 5: The Contemporary Hospitality Industry 60 BTEC Higher National — H2 Description of unit This unit introduces learners to the hospitality industry. Learners then have the opportunity to research recent developments in the industry. It establishes the framework of the industry using criteria defined by the centre and the learner cohort in a way that reflects their needs. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 33 . Learners will also investigate the changing role of hospitality staff in a range of contexts. This is designed to be responsive to contemporary issues and will enable learners to react to issues affecting the industry during their period of study. They will develop their approach and thinking processes to enable them to predict potential trends and developments in hospitality provision and management. Summary of learning outcomes To achieve this unit a learner must: 1 2 3 4 Review the current structure of the hospitality industry Analyse recent developments in the hospitality industry Explore the changing role of hospitality staff in different contexts Predict potential trends and developments in hospitality provision and management.

customers Contexts: eg international. the impact of market forces. contract. service requirements/needs. future trends Organisational structure: operational areas eg food preparation. security). environmental issues. media issues Legislation and regulation: influence and impact of national and European legislation. responding to niche markets. employees. front of house services. workforce competency. conference and banqueting. organisational change 34 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . project management. international aspects. roles eg management. levels of productivity. accommodation. turnover. socio-cultural issues. responsibilities eg for junior staff. purchasing power Diversity: products and services eg food. benchmarking. kitemarking 3 Changing role Roles: craft. relationships with education/training providers. team leaders. impact of changes on stakeholders eg organisation. characteristics. levels of service. supervisory. supervisor. e-commerce Managerial issues: eg key players in the hospitality industry. formal and practical food safety training Customer issues: customer focus and culture. branding/re-branding. craft/operative. recruitment and retention. flexible working. professional attitude Structures: hierarchy. franchised. food safety. customer base. management functions. national. services. number of employees. effective implementation of food safety management systems. compliance with legislation eg food hygiene/safety. leisure facilities. learning and development. owner manager. food and beverage services. transferable competencies. operational. performance management. career and employment opportunities 2 Recent developments Operational issues: eg standard operating procedures. management. specific procedures/practices. quality improvement. conference and banqueting. sectors eg commercial. supervisors. to senior managers. policy development. by age/gender. type of ownership. drink. accommodation services. security. employee expectations. finance. outsourcing services (eg human resources.Content 1 Current structure Scale and scope: size of outlet.

political stability. market saturation. entrepreneurial opportunities. technology and technology applications. succession planning. reversal of existing trends. application of forecasting techniques.4 Potential trends and developments Trends: eg boutique hotels. work patterns and work-life balance. assessment centres. public/private partnerships. pub ownership. globalisation. hospitality portfolio management. the learning culture. the learning culture Developments: eg competitors and competing sectors. employee needs. food and fashion trends. measuring success BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 35 . responding to external events/influences. use of foreign language.

36 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . scope and diversity of the hospitality industry explain the organisational structure of different hospitality organisations justify the contemporary focus of the issue analyse operational and managerial issues reflecting recent developments in the hospitality industry compare and contrast the issues at operational and management levels evaluate the changes in the role of hospitality staff in different contexts assess the impact these changes have had on different stakeholders openly reciprocate ideas and viewpoints to underpin potential projections of trends or developments explain predictions of trends and developments provide a rationale and justification to support predictions of trends and developments.Outcomes and assessment criteria Outcomes Assessment criteria for pass To achieve each outcome a learner must demonstrate the ability to: 1 Review the current structure of the hospitality industry • • • • • analyse the current scale. 2 Analyse recent developments in the hospitality industry 3 Explore the changing role of hospitality staff in different contexts • • • • • 4 Predict potential trends and developments in hospitality provision and management.

This should be developed to consider the two major sectors of the hospitality industry. They will need to agree with learners a working definition of the hospitality industry. time. However. inns. hospitals. This can be achieved through presentations by visiting speakers and visits to a range of hospitality operations. halls of residence. clubs. However. and the services sector eg education. Learners must be clear in their thoughts and in their evidence about why a particular issue is contemporary. contract catering. This decision should be reached in collaboration with the learner group and may only establish itself after some initial exploration by the learners of the industry and the issues it faces. which will vary in different areas of the country and in different years. content is largely indicative and broadly based. Centres may also opt for a definition that encompasses some cross-over into other sectors. where issues only affect a small number of providers. managed contract. Careful curriculum planning will be needed to support this stage of the unit. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 37 . It is the responsibility of the tutor to decide the focus of study. supported by handouts and case study materials. school meals. for example owner-manager. pricing. would not be acceptable. It is possible to deliver Outcome 1 as an introduction to the hospitality industry part of the learners’ induction. guest houses. this should consider external influences such as the implications of international operations and foreign ownership. It is also particularly important to involve industry in the delivery of the unit to ensure currency and vocational relevance. some centres may choose to define an international perspective to reflect the needs of their learners. types of contract. pubs. Tutors must also be conscious that the flexible nature of this unit may lead to a narrow perspective and should take steps to ensure that learners keep an open and broad approach to their investigations. Contemporary ideas should address issues at industry level. (eg tied. hostels. This enables them to develop the more advanced thinking required at H2 level focusing on contemporary issues. Contract catering forms a specialist sub-group. Learners can be divided into two groups and asked to research the commercial sector eg hotels. enabling them to consider such issues effectively during their future career. partnership. takeaways. The central focus is on the hospitality industry. total supply) and the terms and conditions attached to different types of contracts.Guidance Delivery Because of the infinitely changing nature of the subject. fast-food outlets. its characteristics. When introducing this unit. Narrow thinking. motels. affecting a wider range of operations. which should be to at least national level. local. Learners will need to understand the differing types of ownership. which can reach a peak towards the end of the second year of the programme. The unit should develop their thinking processes. budget. restaurants. national or multinational. such as leisure and tourism. institutional. private or public limited company. Common agreement is also important about what constitutes a contemporary issue. which may be worthy of further research into the purpose of contract catering. tutors must first establish a platform upon which to build an assessment of the contemporary hospitality industry. Case study materials will be especially helpful throughout this unit as examples of changing practice. if defined at national level.

leading to discussion focusing on large-scale mergers and acquisitions and the potential for the development of global brands. or a professional discussion. circumstances enhanced trade for rural operations. When projecting trends and developments. It would be the choice of the tutor to define the context and to decide at what stage learners would be told the focus of this aspect of their evidence. These can result in longitudinal issues that affect the whole or major parts of the industry over a period of time. However. study may emphasise localised issues that may affect a particular focus. 38 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . giving tutors and learners the opportunity to investigate a changing range of issues and enabling them to focus on those most pressing at the time of study. Learners will need to use forecasting techniques to justify their projections. which in turn may lead to further evidence in different formats. This may be through a number of contrasting areas of study. Tutors and learners must consider positive as well as negative aspects of such events. such as the effect of the foot and mouth outbreak on rural hospitality. as British clientele developed wider use of the domestic market. such as global issues. or for example as a role play of a shareholders’ meeting. for example. Developments in portfolio management. This interview can be set in the context of a small. Alternatively. for example the geographical nature of the locality. privately-owned country hotel. Assessment It is important for tutors to ensure that the area of study reflects all learning outcomes and provides learners with suitable opportunities to develop their evidence. such as pressures on city-centre hotel accommodation from international incidents (the 9/11 attack on the Twin Towers in New York or the 2003 Iraq war). it is most important for learners to be able to justify and rationalise their recommendations. where the question posed by the interviewer could be: ‘What are the challenges facing the hospitality industry over the next 5–10 years?’. Other issues for consideration include the changing roles of hospitality staff. reflect the trend in changes of ownership for sizeable groups of hotels. or the type of hotel. Learners should also investigate wider issues affecting the hospitality industry. The platform of knowledge reflecting the current structure of the UK hospitality industry underpins the remainder of the unit and learners can provide a suitable formal report. The future is unpredictable but learners need to develop creative and proactive thinking to enable them to anticipate future trends and developments. One possibility for assessment evidence could be in the form of a mock interview. Other chefs are beginning to establish franchise operations within hotel premises. international trade and city-based operations suffered as a result of customers’ unwillingness to travel abroad. For example.The remainder of the unit explores the contemporary hospitality industry. Examples include the increasing focus on the customer-centred culture of hospitality and the trend for highlyskilled chefs setting up operations as owner-managers. which should be well-reasoned future insights for the hospitality industry. Tutors should recognise that development of these techniques properly belongs in Unit 24: Information Management and Technology and these should then be applied in this unit. Wider operational issues include the recent development of outsourcing and purchasing by specification to relieve pressure on the core operation of a commercial organisation. following the Twin Towers attack. or through an integrated approach linking all four learning outcomes in a single piece of work. These may include a presentation to a group. or a large multinational contract catering provider. a display or exhibition of information. using the development of the second and third learning outcomes as a basis. Alternative forms of evidence include a structured debate with different groups or teams of learners arguing the case for or against a particular development or trend. such as the increasing importance of a customer-centred culture.

presentation software. Tutors may choose to implement a staged assessment. They must also be creative in their thinking. A bank of current case study materials (which may be drawn from the trade press) is also an essential resource. presentation of a single issue would require a much greater level of depth than a wider range of contemporary issues. Many issues may occur naturally as part of other units. Tutors and learners should agree on a suitable blend of types of evidence to suit the nature of the evidence and individual needs. It is strongly recommended that when learners are delivering presentations. Visits to hospitality operations and presentations by visiting speakers will provide extensive opportunities for debate and may offer suitable opportunities for local study. Tutors should also consider the advantages of group work and the diversity offered from presentations by different learners. Learners must justify and rationalise their projections of potential trends and developments. summarising recent developments and changes in roles. Links This unit addresses a wide range of contemporary issues and can be linked with any other units within the programme. both to support the presentation of evidence for this unit and to build their capabilities as future managers of the hospitality industry. Programme teams must be careful to consider overlap with other units. learners may focus on one issue or a range.All of these types of evidence reflect the role of the manager in the hospitality industry. Their work should be challenging and reflect their developed ability to assess the future of the hospitality industry. Tutors should seek to integrate this unit with others to underpin the relevance of the issues being studied. to project that a recent development (such as branding) will continue in the future. they have access to the latest technological equipment eg laptop computers. When considering recent developments. which may not be explored thoroughly in mainstream units. This unit also links with the following blocks of the HCIMA Corpus of Knowledge: OP17: Self Development and Personal Skills OP18: Management Studies OP20: Managing Change OP22: Managing Quality OP26: Managing Hotel Operations OP37: The Hospitality Industry. LCD projectors. but the nature of this unit is to consider the contemporary aspects of different issues. It is not acceptable. This unit links to the following Management NVQ units: • • • • • • • • • B2: Map the environment in which your organisation operates B9: Develop the culture of your organisation F9: Build your organisation’s understanding of its market and customers. However. for example. tutors should be conscious of the capabilities of individual learners and should encourage them to develop an appropriate range of skills. 39 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . However. before progressing to the assessment of projections. Learners must be encouraged to read publications such as the Caterer and Hotelkeeper at every opportunity to develop their awareness of contemporary issues. Resources Links with industry are critical for successful delivery. dependent on the nature of their investigations.

2000) ISBN 0750647116 Brymer R A — Hospitality and Tourism: An Introduction to the Industry (Kendall Hunt.com) Hospitality (Reed Business Information) Hospitality Matters (British Hospitality Association) Hospitality Review (Threshold Press — published quarterly) Hospitality Year Book (HCIMA) Hotels (official journal of the International Hotel and Restaurant Association — an online copy is available from www.Local and national statistics such as those published annually by the Hospitality Training Foundation will also add useful support to the learners’ knowledge and understanding of the size and scope of the industry. 2003) ISBN 0131112937 Further reading Caterer and Hotelkeeper (Reed Business Information) Cornell Quarterly Croner’s Catering Magazine (Croner Publications) Current Awareness Bulletin for Hospitality Management (HCIMA — published quarterly) Green Hotelier (www. journals and local and national guides for the hospitality industry. 1998) ISBN 0787258571 Jones P — An Introduction to Hospitality (Thomson Learning. Videos and websites which focus on different outlets within the hospitality industry.getfreemag.com) Journal of Hospitality and Tourism Research (International Council on Hotel and Restaurant Education (CHRIE)) Voice of the BHA (British Hospitality Association) 40 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . 2002) ISBN 0866122354 Powers T and Barrows C W — Introduction to Management in the Hospitality Industry (John Wiley & Sons. jobs and employment opportunities are a further necessary resource. Electronic databases of journal materials will provide details of extended publications.greenhotelier. More details are listed on the following pages. Learners will need access to a library with a variety of texts and journals as well as access to the internet. 1999) ISBN 0787248649 Brotherton B — An Introduction to the UK Hospitality Industry: A Comparative Approach (Butterworth-Heinemann. Support materials Books Borchgrevink C — Perspectives on the Hospitality Industry: An Introduction to Hospitality Management (Kendall Hunt. this unit should be supported by directories. In addition to links with industry. Learners should take this into consideration and not fall into the trap of believing published information to be up to date. Tutors and learners must be aware of the speed with which information contained in textbooks and professional journals will date. newspapers. 2002) ISBN 0826460771 Lattin G W — The Lodging and Food Service Industry (Amer Hotel and Motel Association. 2005) ISBN 0471706388 Walker J R — Introduction to Hospitality Management (Prentice Hall.

Video/DVD Broadcasts of commercial programmes relating to the hospitality industry BBC Learning Zone — hospitality programmes Websites www.uk www.com www.ih-ra.bized. Websites often make reference to other internet information sources.hcima.co.uk www. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 41 .ac.uk Learners should be encouraged to consult a wide range of commercial websites to support the evidence they develop for this unit.com www.people1st.uk British Hospitality Association a business and economics service for learners and tutors Caterer and Hotelkeeper website Hotel and Catering International Management Association (provides links to commercial websites) International Hotel and Restaurant Association People1st (formerly Hospitality Training Foundation) www.org. These resources should be used with caution.bha-online.org.caterer.

42 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .

The unit sets the scene by exploring a range of principles and practices of management behaviour. Summary of learning outcomes To achieve this unit a learner must: 1 2 3 4 Investigate principles and practices of management behaviour Analyse own potential as a prospective manager Demonstrate the roles and responsibilities of the manager in the context of a service industry Explore opportunities for career development. Learners can then apply this knowledge to self-appraisal. Their experience will enable them to consider how the unit and the qualification can contribute to their future career development. a work placement or simulation. learners then have the opportunity to demonstrate the roles and responsibilities of a manager in an appropriate context. Learners must ensure that their evidence relates to the sector they are studying. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 43 . This unit is common to more than one Higher National qualification. This may be through part-time work. Using the knowledge developed throughout the programme. examining their own potential as a prospective manager.Unit 2: Learning hours: NQF Level 5: The Developing Manager 60 BTEC Higher National — H2 Description of unit This unit focuses on learners’ development and their future in management.

personal learning logs. factors influencing changes in culture. verbal. coaching. planned change theory. action learning sets. delegation and empowerment. tourism. linear. objectives. peers. types of change eg demographic. targets. self-confidence. lines of communication. effective/ineffective teams. team building. effective working relationships with subordinates. conflict management. cognitive and creative skills. non-verbal. influence of informal groups. decisionmaking eg strategic. management/leadership styles. action planning. positive thinking. barriers to effective communication Organisational culture and change: types of organisational structure and culture. value awareness. lateral. democratic. leading authorities Leadership characteristics: styles eg autocratic. presentation. practical/technical skills. management learning contracts. problem solving. factors affecting motivation and performance. authority. SMART objectives. change drivers 2 Prospective manager Self-knowledge and appraisal: skills audit eg management skills. customer care. qualifications (current/planned). hierarchy of needs. learning log. conflict resolution. laissez faire. managerial/operational control. sports. planning. mentoring.Content 1 Principles and practices Management theory and styles: assumptions and drawbacks. problem solving. systems approach. work scheduling. review dates. economic. sources and types of power. team building and membership. written. legislative. role of partnerships and stakeholders in the organisation Communication: communications process. achievement dates 3 Roles and responsibilities Roles: leading and motivating staff. personal skills (eg interpersonal/motivational/communication skills). motivation techniques. recreational industries 44 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . goals/objectives Responsibilities: product and service knowledge and development. managers and other stakeholders Context: eg hospitality. influencing skills. managing and measuring the effectiveness of change. leisure. learning styles. giving and receiving feedback. processes and stages in team development. travel. counselling. delegation. personal development plans Own potential: aims. action plan. contingency approach. strengths and weaknesses analysis. learning programme/activities. formal/informal. communication. action-orientated. motivation theories. organising and planning skills. group dynamics. facilitation. communicating. leadership skills. classical theories. time management. decisionmaking. main contributors. effectiveness. learning cycle.

responsibility. future needs BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 45 . thinking. personal development. aspirations. learning.4 Career development Career: relevant managerial skills eg communication. behaviour. openings/opportunities Development plan: career development. adaptability. current performance. personal skills eg attitude.

weaknesses. prioritise and agree with supervisor objectives and targets to develop own potential lead and motivate a team to achieve an agreed goal or objective in the context of a service industry demonstrate appropriate product and/or service knowledge and customer care explain and rationalise decisions made to support achievement of agreed goal or objective explain how own managerial and personal skills will support career development in a service industry devise a development plan to reflect career and personal development aspirations. current performance and future needs. • • 46 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .Outcomes and assessment criteria Outcomes Assessment criteria for pass To achieve each outcome a learner must demonstrate the ability to: 1 Investigate principles and practices of management behaviour • • • • • • • differentiate between management styles examine leadership characteristics evaluate communication processes investigate organisational culture and change undertake a skills audit to identify. review and assess own performance against management skills carry out an analysis of personal strengths. opportunities and threats set. 2 Analyse own potential as a prospective manager 3 Demonstrate the roles and responsibilities of the manager in the context of a service industry • • • 4 Explore opportunities for career development.

Guidance Delivery This unit can be delivered in a wide variety of contexts. The unit should be delivered in a manner that promotes critical self-appraisal and selfdevelopment. There should be an emphasis on learner-centred experiential learning and small-group work. travel. sports. Learners should be encouraged to contribute their own experiences. Assessment This unit’s focus on the development of managerial skills should be clear in assessment evidence. leisure and recreational industries. These should be witnessed and accounted for by the tutor. Tutors should be aware of the context in which they are delivering the unit and ensure that examples and support materials (eg case studies and product information) are relevant. or hard and soft techniques. Case studies will support delivery of the principles and practices of management. Learners will benefit from an understanding of different types of organisational structures. location. line and matrix. economic. or contingency approaches that explore the effects of political. Tutors should seek to integrate this unit with others to underpin the relevance of the issues being studied. for example. product. This unit also links to the following Management NVQ units: • • • • • • • • A1: Manage your own resources A2: Manage your own resources and professional development A3: Develop your personal networks B5: Provide leadership for your team B6: Provide leadership in your area of responsibility B7: Provide leadership for your organisation C1: Encourage innovation in your team C4: Lead change BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 47 . maximising opportunities for presentations with audiences that include representatives from industry. including hospitality. and spans and levels of control. social. Further evidence should reflect the personable nature of the manager. such as functional. Links This unit addresses a wide range of issues relating to management and can be linked with any other units within the qualification. It is important for learners to understand the theories involved. thereby relating theory to practice. interacting with the external environment. systems approaches that introduce the development of socio-technical systems. Tutors should also seek opportunities for professional discussions as a form of evidence. technological factors. tourism. demonstrating report writing skills which may be necessary in the learner’s future career. Management theory can be assessed through a short report.

It is important for learners to relate theory to observable practice in an appropriate service industry sector. 2002) ISBN 0273655183 Brooks I — Organisational Behaviour: Individuals. Third Edition (Palgrave Macmillan. Third Edition (Palgrave Macmillan. Texts and journals will further add to this resource bank. 1996) ISBN 0333660951 Dresler G — Management: Principles and Practices for Tomorrow’s Leaders (Prentice Hall. Support materials Books Boddy D — Management: An Introduction. These individual experiences can then be fed back into the group. 2004) ISBN 0072883561 Holt D H — Management: Principles and Practices (Prentice Hall. (Irwin. This unit also links with the following blocks of the HCIMA Corpus of Knowledge: OP17: Self Development and Personal Skills OP18: Management Studies OP20: Managing Change OP22: Managing Quality OP26: Managing Hotel Operations OP37: The Hospitality Industry OP47: Organisational Behaviour. apply theory and observe in a reflective way. Resources A range of appropriate case study materials will help support the range of theories covered in this unit. 2002) ISBN 0333968077 48 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . 2004) ISBN 0273688766 Pettinger R — Introduction to Management. Second Edition (FT Prentice Hall. 2003) ISBN 0131044427 Hattersley M E and McJanet L — Management Communication: Principles and Practice. 2001) ISBN 0333912438 Mullins L J — Management and Organisational Behaviour (FT Prentice Hall. Learners should be encouraged to ‘adopt’ an appropriate service organisation and use that organisation as a context within which to assess current practice.• • • • • • • • • • • D1: Develop productive working relationships with colleagues D2: Develop productive working relationships with colleagues and stakeholders F5: Resolve customer service problems F6: Monitor and solve customer service problems. 1989) ISBN 0135558220 Maund L — An Introduction to Human Resource Management: Theory and Practice (Palgrave Macmillan. Groups and Organisation (FT Prentice Hall. 2002) ISBN 0273657984 Dawson S — Analysing Organisations.

Websites often make reference to other internet information sources.people1st.uk www.bized.uk www.ac.caterer.greenhotelier.hcima. 1995) ISBN 1851842063 Wood J and Wallace J — Organisational Behaviour: A Global Perspective (John Wiley & Sons.com www. 2003) ISBN 0470802626 Young T — The Handbook of Project Management: A Practical Guide to Effective Policies and Procedures (Kogan Page.com www. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 49 . 2003) ISBN 0749439653 Further reading Caterer and Hotelkeeper (Reed Business Information) Cornell Quarterly Croner’s Catering Magazine (Croner Publications) Current Awareness Bulletin for Hospitality Management (HCIMA — published quarterly) Green Hotelier (www.ih-ra.uk www.org. These resources should be used with caution.com) Hospitality (Reed Business Information) Hospitality Matters (British Hospitality Association) Hospitality Review (Threshold Press — published quarterly) Hospitality Year Book (HCIMA) Hotels (official journal of the International Hotel and Restaurant Association — an online copy is available from www.bha-online.getfreemag.Stredwick J — An Introduction to Human Resource Management (Heinemann Educational.uk British Hospitality Association a business and economics service for learners and tutors Caterer and Hotelkeeper website Hotel and Catering International Management Association International Hotel and Restaurant Association People 1st (formerly Hospitality Training Foundation) Learners should be encouraged to consult a wide range of commercial websites to support the evidence they develop for this unit.co.org. Barber L and Hirsch W — Personal Development Plans: Case Studies of Practice (Institute for Employment Studies.com) Journal of Hospitality and Tourism Research (International Council on Hotel and Restaurant Education (CHRIE)) Voice of the BHA (British Hospitality Association) Video/DVD Broadcasts of commercial programmes relating to the hospitality industry BBC Learning Zone — hospitality programmes Websites www. 2000) ISBN 0750645806 Tamkin P.

50 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .

It will provide an appreciation of the importance of information gathered from customers and its relevance to improved delivery of services.Unit 3: Learning hours: NQF Level 5: Customer Service 60 BTEC Higher National — H1 Description of unit The aim of this unit is to introduce learners to the principles and objectives of customer service with a focus on business and services operations. Learners must ensure that their evidence relates to the sector they are studying. The unit will develop an understanding of the nature of a customer service culture and quality service in the business and services management environment. Summary of learning outcomes To achieve this unit a learner must: 1 2 3 4 Analyse a customer service policy within a business and services context Explain the purpose of promoting a customer-focused culture Investigate customer requirements and satisfaction levels Provide customer care and service for business and services operations. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 51 . such as sports and leisure and hospitality and catering. This unit is common to more than one Higher National qualification.

influences affecting implementation. travel and tourism 2 Customer-focused culture Communication: types eg verbal. personal Secondary research: internal eg sales records. effective communication Quality of service: methods of assessment. commercial data Satisfaction levels: planning. customer expectations. hairdressing and beauty therapy. professional associations. focus. accuracy. sources of feedback. relevance. staffing levels. codes of practice. customer perceptions and satisfaction. client databases. staffing levels. contact methods — mail. use. use. interview — individual. written. types of response. strategy. qualitative. financial information. non-verbal body language. trade journals. external eg government publications.Content 1 Customer service policy Policies: structure. group. management. customer service culture. role of the business and services manager. product and service knowledge. monitor customer service and satisfaction. observation. yield data. past information Primary research: sampling. quantitative. reliability and responsiveness Evaluation: purpose. validity. staff training and development Context: eg sports and leisure. reliability. customer records. identifying and analysing customer requirements and expectations. methods of data collection. periodicals. staff. effect Customer: central role. survey. flexibility. telephone. assessment of options using researched information. staff competency. standardised procedures. national organisations. hospitality and catering. customer requirements/expectations. improvements 52 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . confidentiality. consultation. improvements. motivating staff. influences of service provision on customer perceptions 3 Customer requirements and satisfaction levels Requirements: sources of information eg customers.

state of customer — physical. special needs eg physically disabled. equipment.4 Customer care and service Types of customers: different age groups eg the elderly. trends eg fashion. personal selling. training. improved reputation. satisfied. children. advice. products and services. special requirements. value for money. under influence eg drugs. ergonomic. mental quality of service. different cultural backgrounds. consumer protection legislation Care: consultation. cultural and social influences. increased profit BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 53 . urgent/non-urgent. repeat business. reception skills. confidentiality Benefits of improved service: customer satisfaction. alcohol. medication Needs: products and services. complaints procedure. dissatisfied.

• 2 Explain the purpose of promoting a customerfocused culture • • • 3 Investigate customer requirements and satisfaction levels • • 4 Provide customer care and service for business and services operations.Outcomes and assessment criteria Outcomes Assessment criteria for pass To achieve each outcome a learner must demonstrate the ability to: 1 Analyse a customer service policy within a business and services context • • identify the reasons for using customer service policies summarise methods of assessing the quality of customer service provision in a business and services context explain the purpose of evaluating the performance of a customer service policy and how this can assist future staff training and development events describe different communication types and how these are used to best effect explain the central role of the customer in a business and services environment assess a range of sources which provide information concerning customer requirements and satisfaction levels undertake research to investigate customer requirements and satisfaction levels explain how research can be applied to a business and services environment to improve customer satisfaction levels describe the differing and specific needs of a range of business and services customers provide customer care and service in a business and services environment explain the benefits of improved customer service to a given business and services operation. • • • 54 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .

This unit develops previous study of customer service by considering management issues and decision-making (operational and strategic) within a business and services management context. case studies or projects set during periods of work experience in a sport. much of the evidence may be accumulated by learners building a portfolio through work experience. hospitality and catering. A practical. Useful materials to support the development of the unit would include examples of customer service policy from commercial organisations within the relevant industry. Effective management of customer service is key to successful business operations. It is important for tutors to develop appropriate links with commercial organisations willing to support the delivery of the unit. staff. tutors should ensure that it is delivered in the context of study appropriate to the learners’ needs. For learners to gain the most benefit from this unit. Although this unit can be delivered as a stand-alone unit. for example sports and leisure. visits to commercial outlets and real case studies will add vocational relevance and currency to the delivery and will provide learners with a greater appreciation of a customer focused culture. Work experience may provide an ideal opportunity to investigate the development of customer service policies in specific organisations. Support materials should reflect the focus of the context in which the unit is being delivered. Investors in People (IiP). It is important for tutors and learners to recognise the management element of the unit. colleagues. Learners should examine a range of sources of feedback. Assessment Evidence of outcomes may be in the form of assignments. All evidence must be relevant and sufficient to justify the grade awarded. Visiting speakers. such as the development of customer service policies and the customer focused culture. such as International Standards Organisation (ISO). A period of work experience in a business and services environment prior to the delivery and assessment of this unit will greatly help learners with no prior experience of the industry to which the delivery of this unit relates. Investors in People and Total Quality Management will provide ideal case study examples for the development of evidence. management and how these impact on the formulation of customer service policy. Total Quality Management (TQM). with links to the units listed below. The unit is not intended to focus on the delivery of customer service. hairdressing and beauty therapy. Learners should be exposed to external methods of assessing the quality of service. as well as internal methods including standard operating procedures and other industry-devised methods. presentations. leisure or recreational management environment. it will benefit from an integrated approach. such as customers. business and services-related approach is essential. Organisations that have achieved external quality standards such as ISO 9000. As a result.Guidance Delivery Customer service is increasingly becoming the lynchpin of successful business operations. travel and tourism. particularly in the investigation of the process leading to specified customer service criteria. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 55 .

2003) ISBN 1844800881 Chattell A — Managing for the Future (Saint Martin’s Press. Case studies will usefully support this approach. 1996) ISBN 0333660951 Goodman G S — Monitoring. Measuring and Managing Customer Service (Jossey Bass Wiley. Resources The use of real examples will focus the relevance of the unit and show how different organisations. This unit links to the following Management NVQ units: F5: Resolve customer service problems F6: Monitor and solve customer service problems F7: Support customer service improvements F8: Work with others to improve customer service F9: Build your organisation’s understanding of its market and customers F10: Develop a customer focused organisation F11: Manage the achievement of customer satisfaction. This unit also links with the following block of the HCIMA Corpus of Knowledge: OP1: Managing Customer Service in Hospitality. 2000) ISBN 0787951390 Hayes J and Dredge F — Managing Customer Service (Gower Publishing. Hospitality and Leisure — Volume 3 (Cabi Publishing.Links This unit can be linked with the following units in this qualification: • • • • • • • • • • • • • • • Unit 2: The Developing Manager Unit 4: Food and Beverage Operations Unit 5: Rooms Division Operations Unit 11: Conference and Banqueting Management Unit 12: Contract and Event Management Unit 15: Marketing Unit 22: Small Business Enterprise. 2004) ISBN 085199749X Cole G — Management Theory and Practice (Thomson Learning. Support materials Books Crouch G et al — Consumer Psychology of Tourism. Holders of external quality standards provide an ideal focus. 1995) ISBN 0312124317 Dawson S — Analysing Organisations (Palgrave Macmillan. Work experience will provide an invaluable source of information for the unit. both local and national. have developed their customer care policies. 1998) ISBN 0566080052 56 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .

there is a wide range of magazines and journals available to support the management of customer service across a broad range of sectors. Learners will find such materials useful in explaining customer service management in different organisations. 1991) ISBN 0749403527 Williams A — Understanding the Hospitality Customer (Butterworth Heinemann. Learners should be encouraged to consult a wide range of commercial websites to support the evidence they develop for this unit.uk www. There are also books on customer service issues. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 57 . Tourism and Management (Haworth Press.uk/education/lzone Institute of Customer Service The Institute of Customer Service offers a range of publications including quarterly editions of Customer First and Customer Service newsletters.uk www.bbc. These resources should be used with caution. 1995) ISBN 0304327867 Martin W B — Managing Quality Customer Service (Kogan Page.com Many organisations also provide a specific section on customer service on their website.instituteofcustomerservice. together with detailed material based on their research programme. Tutors should use an appropriate selection to support the context of the unit and the approach they take to delivery.instituteofcustomerservice. Mok C and Sparks B A — Service Quality Management in Hospitality. Websites often make reference to other internet information sources.co.co.gov. 2000) ISBN 0789011417 Olsen M (editor) et al — Service Quality in Hospitality Organizations (Thomson Learning. 3 and 4. publications and promotional literature There is a wide range of printed material available from organisations at little or no cost.dfes.informationcommissioner.com Department for Education and Skills Information Commissioner’s Office Institute of Customer Service 01206 571 716 01206 546 688 enquiries@icsmail. regional newsletters and publications associated with the National Occupational Standards in Customer Service at N/SVQ Levels 2. Company data. Learners should be encouraged to consult a wide range of commercial websites to support the evidence they develop for this unit.Kandampully J.uk www.gov. Video/DVD The BBC’s Learning Zone frequently features programmes on customer service. Information and programme timings can be found on www. 2002) ISBN 0750652497 Further reading In addition to publications with a hospitality focus (listed in other units). These publications are available from: The Institute of Customer Service 2 Castle Court St Peter’s Street Colchester CO1 1EW Telephone: Fax: Email: Website: Websites www.

58 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .

hospitality managers need to have the basic practical skills to enable them to operate effectively within a kitchen and restaurant operation.Unit 4: Learning hours: NQF Level 5: Food and Beverage Operations 60 BTEC Higher National — H1 Description of unit This unit introduces the learner to the practical aspects of food and beverage production and service. Learners will also develop their understanding of the processes involved in planning and developing recipes. Due to the nature of the job. implementation and evaluation of a hospitality event. financial and staffing implications for different outlets. the methods that can be used. This unit is common to more than one Higher National qualification. together with aspects of menu design. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 59 . The learning for the whole unit is drawn together through the planning. and a range of factors that affect menu compilation. including costs and selling prices and aspects of the purchasing programme. Learners will review and evaluate different food and beverage production and service systems. The focus of this unit is the development and application of practical activities within a food preparation and service environment. implement and evaluate a hospitality event. Summary of learning outcomes To achieve this unit a learner must: 1 2 3 4 Review and evaluate various food and beverage systems Investigate the importance of financial controls within food and beverage operations Plan and develop recipes and menus Plan. Learners must ensure that their evidence relates to the sector they are studying. They will investigate the importance of financial controls.

receipt.Content 1 Food and beverage systems Production systems: eg traditional. achieving target profits. style of service. cost elements. menus. purchase specifications. family service. sous vide. silver service. direct. institutional (public and private) 2 Financial controls Financial statements: dish costing sheets. customer satisfaction. restaurants. cost statements. in-flight. cook-chill. availability. using a combination of prepared and fresh foods. cook-freeze Service systems: eg table service. balanced menus. choice of products. texture. wages. variance analysis Cost and selling price: dishes. management objectives. setting and maintaining hygiene practices Evaluation: planning. food and beverage service skills Health. appearance. safety and security of the working environment: procedures. nutritional considerations Methods: using fresh foods. legislation 4 Hospitality event Customer requirements: type of menu. table d’hôte. plate service. indirect cost. specialist food service systems Menu design: type of food and beverage operation. cook to order. overhead costs. cook-chill. banqueting. variable. cost effectiveness 60 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . dietary needs. cook-freeze. foods which complement each other. type of customer Cost control: labour materials. staff training. temperature. fixed. using prepared foods. ethnic and social influences. industrial. guéridon service. budget restrictions Quality standards: setting and maintaining standards. invoicing. levels of output Food and beverage outlets: eg hotels. flavour and appearance of dishes. VAT Purchasing process: requisition of equipment and supplies. customer perceptions. types of menus. food and beverage preparation. operating statements. colour. batch cooking Factors affecting menu compilation: taste. timescale. cooking and presentation. job specifications. nutritional value Financial implications: equipment costs. storage of equipment and supplies 3 Recipes and menus Menu and recipe development: cookery styles. product costs Staffing implications: skills and de-skilling. à la carte. food and drink which complement each other Alcoholic beverages: sources. selection. centralised. net and gross profit. outside catering. wine lists. storage. counter service.

implement and evaluate a hospitality event. materials and commodities/products explain the factors which affect menu and recipe development describe various methods of food preparation evaluate the factors affecting menu compilation analyse the factors affecting the compilation of a wine list and the purchasing of alcoholic beverages plan and develop a menu and wine list for a hospitality event plan and implement a hospitality event. storage and issue of equipment. 2 Investigate the importance of financial controls within food and beverage operations • • • 3 Plan and develop recipes and menus • • • • • 4 Plan. safety and security of the working environment evaluate the success of the event and identify issues to be addressed for future events. maintaining and monitoring the health. ensuring that customer requirements and satisfaction.Outcomes and assessment criteria Outcomes Assessment criteria for pass To achieve each outcome a learner must demonstrate the ability to: 1 Review and evaluate various food and beverage systems • • • • identify and review different types of food production and service systems investigate the factors affecting menu design evaluate the financial and staffing implications of a range of food and beverage systems analyse food and beverage systems within a range of food and beverage outlets explain and use financial statements used in food and beverage operations calculate the cost and selling price of food and beverage items to reflect a suitable sales mix and differential profit margins describe the purchasing process for the receipt. • • • BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 61 . cost control and financial targets are met implement quality standards.

including chefs and development specialists. rail catering or cross-channel ferry catering. One major assignment should be completed where the learner demonstrates a range of food and beverage applications including planning. but a range of case studies can underpin content to highlight specific aspects. However. such as outside or travel catering. Such continuous assessment should be supported by assignments. implementing and evaluating a hospitality event. co-ordinated by the tutor to ensure an appropriate range of systems is covered. Discussion groups. this should be drawn out of the findings of learners’ investigations. This area of content can be supported by a range of visiting speakers. Where possible. Decision making about recipe development will ultimately lead to the structure of the event for which learners will be responsible. tutors should ensure learners also focus on wider issues that may affect their future in the hospitality industry. in which learners can assess and make potential decisions on selling prices. The learning in this unit is drawn together through the planning and implementation of a special event. followed by feedback. Local businesses may be willing to share real financial statements.Guidance Delivery This unit focuses initially on the examination of a range of food and beverage systems. Tutors could also capitalise on alternative areas of food and beverage provision and menu development for the travel sector. This approach can also be adopted to address financial controls. tutors should ensure that delivery and discussion is focused on the wider hospitality industry and addresses the longer-term implications of recipe development for commercial organisations. LCD projectors and presentation software. This investigation should be supported by tutor input to cover areas that learners are unlikely to encounter. financial controls and menu planning developed during the unit. Assessment Evidence of outcomes should be mainly in the form of continuous assessment related to the learner’s practical and managerial skills within operational food production and food and beverage service outlets. Again. either on the internet or through visits to local food and beverage outlets. together with financial and staffing implications. subject to appropriate confidentiality agreements. but where this is not possible. This also presents an excellent opportunity for learners to undertake some research. Learners should take into consideration customer requirements for the occasion and put into practice an appropriate food and beverage system. case studies and examinations as appropriate. The tutor can also develop other food and beverage systems here if necessary. Learners should also be exposed to a variety of purchasing processes and consider the advantages and disadvantages of each. Tutors then need to address issues relating to menu design. realistic data should be developed through case studies. they have access to the latest technological equipment eg laptop computers. are a useful way of introducing a range of topics and assessing the level of knowledge learners already have of this aspect of the hospitality industry. Such statements can be provided to discussion groups. for example in-flight catering. although the focus of this learning outcome is the planning and implementation of a hospitality event. 62 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . It is strongly recommended that when learners are delivering presentations. Learners can present their findings to the rest of the group to share the knowledge they have gathered.

It can also be linked effectively with: • • • • Unit 5: Rooms Division Operations Unit 6: Management Accounting for Hospitality Unit 11: Conference and Banqueting Management Unit 12: Contract and Event Management. Resources Centres should have access to a variety of food and beverage production and service systems. which should be available through contacts with local industry. It would also be useful if a number of operations areas utilised appropriate food and beverage computer systems. It also provides a basis for Unit 9: Hospitality Operations Management. regulatory. Learners will need access to a library with a variety of texts and journals associated with food and beverage systems as well as access to the internet. and the use of relevant software applications.Links This unit has significant links with the units in the Culinary Arts endorsed title. This should include an industrial food and beverage production and service area. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 63 . ethical and social requirements E1: Manage a budget E2: Manage finance for your area of responsibility E5: Ensure your own action reduce risks to health and safety E6: Ensure health and safety requirements are met in your area of responsibility E7: Ensure an effective organisational approach to health and safety F1: Manage projects F5: Resolve customer service problems F6: Monitor and solve customer service problems F11: Manage the achievement of customer satisfaction F12: Improve organisational performance. Access to a suitable outlet for the hospitality event is essential. This can be a realistic working environment within the centre or a suitable commercial outlet that learners can use to implement their plans. This unit also links with the following blocks of the HCIMA Corpus of Knowledge: OP04: Food and Beverage Skills and Knowledge OP07: Managing Food Production Operations OP08: Managing Food and Beverage Service. This unit links to the following Management NVQ units: • • • • • • • • • • • • • • • • A1: Manage your own resources A2: Manage your own resources and professional development B8: Ensure compliance with legal.

bacd.dudmc.org. Third Edition (Butterworth-Heinemann.com) Hospitality (Reed Business Information) Hospitality Matters (British Hospitality Association) Hospitality Review (Threshold Press — published quarterly) Hospitality Year Book (HCIMA) Hotels (official journal of the International Hotel and Restaurant Association — an online copy is available from www.uk www.com www. 2002) ISBN 0582452716 Davis B. Stone S and Lockwood A — Food and Beverage Management. Foskett D and Gillespie C — Food and Beverage Management (Longman. 1998) ISBN 0750632860 Kinton R.com) Journal of Hospitality and Tourism Research (International Council on Hotel and Restaurant Education (CHRIE)) Voice of the BHA (British Hospitality Association) Websites www.org. 1994) ISBN 0340595124 Lillicrap D — Food and Beverage Service (Hodder Arnold.bha-online.getfreemag.co. 1996) ISBN 075062812X Further reading Caterer and Hotelkeeper (Reed Business Information) Cornell Quarterly Croner’s Catering Magazine (Croner Publications) Current Awareness Bulletin for Hospitality Management (HCIMA — published quarterly) Green Hotelier (www.caterer.cateringnet.uk www.com 64 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .greenhotelier.Support materials Books Cousins J. 2002) ISBN 0340847034 Waller K — Customer-Centred Performance Improvement for Food and Beverage Operations (Butterworth-Heinemann. 1999) ISBN 0340738103 Kotas R and Jayawardena C — Profitable Food and Beverage Management (Hodder Arnold. Ceserani V and Foskett D — The Theory of Catering (Hodder Arnold.uk British Association of Conference Destinations BACD) — provides event organisers with an impartial venue finding service throughout the British Isles British Hospitality Association Caterer and Hotelkeeper website Catering Net Destinations Unlimited — representation company which promotes selected destination management companies www.

co.takeoneproductions. conferences.hospitalitynet.com Evolution Event Management — supports clients across the full live events spectrum.venuefind.people1st.com www.mattina.org www.co.co.uk www. corporate events. Websites often make reference to other internet information sources.hcima.uk www.firstconf. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 65 .uk www.uk www. These resources should be used with caution. for company entertainment and event management Wines and Spirit Education Trust C&B Exclusive — provides conference and banqueting planning services www.uk Learners should be encouraged to consult a wide range of commercial websites to support the evidence they develop for this unit.wset. including exhibitions. from managed events to bespoke activity days.evolutionevent.co. hospitality programmes First Conferences — London-based conference organisation working throughout the world Hotel and Catering International Management Association Hospitality Net Mattina — a professional events management service People 1st (formerly Hospitality Training Foundation) provides hospitality services.org.uk www. team-building.www.co.

66 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .

Summary of learning outcomes To achieve this unit a learner must: 1 2 3 4 Evaluate the services provided by the rooms division Investigate the factors that contribute to effective management and business performance in the front of house area Investigate the factors that contribute to effective management and business performance in the accommodation service function Apply techniques to maximise and measure occupancy and rooms revenue. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 67 . The unit provides the learner with an appreciation of the role of the front office as the ‘nerve centre’ of customer activity with network communication links with other departments.Unit 5: Learning hours: NQF Level 5: Rooms Division Operations 60 BTEC Higher National — H1 Description of unit The aim is to investigate the role of the front office within the management of a hospitality operation. This unit examines the operational elements that comprise the front office and how these are deployed by management to maximise both occupancy and rooms revenue.

night audit. selling and promotion. customer 3 Accommodation service function Planning and managing: business/departmental plans. staff. administration. visual impact. maintenance and self catering equipment. portering. effect of colour. evaluating. first impressions. data protection. price tariff and display. interior design. airflow. suitability of fabrics/furnishings/fittings. concierge. health and safety. sales. customer 68 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . payment procedures. linen and laundry. sales. hazardous substances. human resources. information. use of technology. procedures Property interiors and design: use. refurbishment. working procedures. POS management. function. lighting. administration Operational issues: financial. immigration (hotel records). plants Services: eg rooms (bedrooms. decoration and furnishings. environmental services. quality. cleaning. porter. ratings. cost. controlling and updating rooms services Operational issues: financial. evaluating. quality. consumer and building regulations. health and safety. operational constraints. control mechanisms. zoning. controlling and updating front of house services. leisure areas. marketing. waste management. consumer law. efficient use of space. diplomatic privileges 2 Front of house area Planning and managing: business/departmental plans. security Legal and statutory requirements: health and safety. access to and mobility within interior. procedures. heating. ambience. functions. billing. guest records. human resources. health. operations. maintenance. airflow. concierge. ecology and environmental issues. design. security Services: eg rooms related. design and layout. the guest cycle. public). tariffs and discounting. lighting. ambience. consumer and data protection. meeting. flowers/plants. use of technology. durability. POS. smell. operations. protective clothing. flowers. guest services and supplies. heating. safety and security. documentation and records Reception services: roles and responsibilities: reception. accommodation environment and occupancy. working procedures. first impressions. cleaning services. occupancy rates and monitoring. advanced reservations. operational constraints. cleaning and maintenance. security. cash control and reconciliation. linen services and laundry. control mechanisms. pricing Front of house area: visual impact. marketing. colour.Content 1 Services Accommodation services: roles and responsibilities: housekeeping.

formulation of the marketing and pricing policy. front office performance indicators (room occupancy %. central reservations. compilation of operational and financial reports. repeat business. double/twin occupancy %. average sleeper rate) BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 69 . market-based pricing. cancellations). sleeper occupancy %. the use of overbooking (policy on no-shows. correspondence research. referrals. upselling. customer loyalty schemes. airlines. advantages and limitations of yield management systems Sales techniques: tariff structures. sales leads. average room rate. referrals Forecasting and statistical data: comparisons of actual performance against projected performance. the use of booking horizons and booking forecasts to maximise yield. negotiated rates (delegate.4 Techniques Yield management: using differential rates and tariff structures to maximise occupancy. agents. sources of bookings. selling other services. seasonal corporate packages).

2 Investigate the factors that contribute to effective management and business performance in the front of house area • • • 3 Investigate the factors that contribute to effective management and business performance in the accommodation service function • • • 4 Apply techniques to maximise and measure occupancy and rooms revenue. • • • • 70 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .Outcomes and assessment criteria Outcomes Assessment criteria for pass To achieve each outcome a learner must demonstrate the ability to: 1 Evaluate the services provided by the rooms division • • • describe a range of accommodation and reception services for different organisations explain the roles and responsibilities of a range of accommodation and reception services staff identify the legal and statutory requirements that apply to rooms division operations explain the importance of the front of house area to effective management summarise the critical aspects of planning and management of the front of house area for a given hospitality operation explain the key operational issues affecting the effective management and business performance of the front office area for a given operation explain the importance of property interiors and design to effective management summarise the critical aspects of planning and management of the accommodation service function for a given hospitality operation explain the key operational issues affecting the effective management and business performance of the accommodation service function for a given operation explain how yield management techniques assist in maximising occupancy and rooms revenue describe the range of sales techniques which rooms division staff can use to promote and maximise revenue explain the purpose of forecasting and statistical data within the rooms division calculate rooms division performance indicators to measure the success of accommodation sales.

Groups can then present information to the rest of the main group. Wherever possible a practical approach should be adopted using hands-on exercises. case studies and projects set during periods of work experience in the hospitality industry. At this stage. Learners can be divided into groups and allocated to their particular establishment. it will be more difficult to integrate this unit with others.Guidance Delivery This unit is probably best delivered as a stand-alone package. to ensure coverage of content. Learners will benefit from exposure to a rooms division operation. Due to the specific content. Alternatives include exchanging organisations with another group. Learners need to understand the broad application of the term ‘rooms division’ and how this may vary in different establishments. tutors should highlight links with other units where they occur. This can best be achieved by visits to local organisations. skills and understanding that contribute to effective management and business effectiveness. This unit will also benefit from visits by an external speaker such as a front office manager or hotel general manager. Case study materials and plentiful in-tray exercises will support the development of learners’ skills and knowledge in this area. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 71 . this may be more difficult to evidence. tutors will need to explain the theory of different techniques. However. researchdriven assignments or case studies. supported by examples. subject to agreements on confidentiality. However. but the central focus of this unit is the aspects of planning and managing the division and the different areas of knowledge. in order to present a comprehensive package based on one organisation. However. Learning and assessment can be across units. Assessment Evidence of outcomes may be in the form of tutor-led tests. requiring an in-depth knowledge and appreciation of rooms division operations. at unit level or at outcome level. For the final learning outcome. It would be useful for them to deliver a presentation of their evidence so far before investigating the areas covered by the second and third learning outcomes. Further possibilities would enable investigating groups to share information with the group that carried out the original visit and for that group to present all the information for their original organisation. It is necessary for the learner to understand the nature of the services provided by the rooms division. ideally during a period of work experience or by visiting a large hospitality rooms division operation. assignments. The next stage of learners’ work is to analyse the factors that contribute to the effective management and business performance for both the front of house area and the accommodation services function. It is important to avoid confusion with terminology. but must be comprehensive and cover all learning outcomes for all learners. in order to establish a sound platform for their further work. learners can continue to investigate the organisation they originally visited. or arranging for some groups to focus on the front of house area for a group of organisations and for other groups to investigate the accommodation services function. They will need to investigate the range of services provided by the rooms division of hospitality operations. the tutor or the group may choose to alter the approach. Real data may be provided by organisations supporting the delivery of this unit.

and the organisation. Further resources supporting the accommodation operations aspect of this unit will be necessary. and the use of relevant software applications. they have access to the latest technological equipment eg laptop computers. presentation software.As a result much of the evidence may be accumulated by learners building a portfolio through work experience. Links This unit can be linked successfully with Unit 7: Industry Experience as a period of work experience in a rooms division environment prior to the delivery and assessment of this unit will greatly help learners with no front office or accommodation operational experience. Resources Appropriate front office reservation/customer billing software packages should be used to enable learners to appreciate the impact of technology on the front office. This unit links to the following Management NVQ units: • • • • • • • • B3: Develop a strategic business plan for your organisation B10: Manage risk E1: Manage a budget E2: Manage finance for your area of responsibility. 1990) ISBN 0748703314 Baker S. Case study materials will help to highlight specific issues. Learners should also be encouraged to compare and evaluate different software packages in terms of benefits to the guest. 1999) ISBN 0750642300 Allen D — Accommodation and Cleaning Services: Operations — Volume 1 (Nelson Thornes. It is strongly recommended that when learners are delivering presentations. Support materials Books Abbott P and Lewry S — Front Office: Procedures. This unit also links with the following blocks of the HCIMA Corpus of Knowledge: OP03: Accommodation and Reception Skills and Knowledge OP09: Managing Rooms and Accommodation Services OP10: Front of House Management OP38: Statutory Regulations and Legal Requirements. LCD projectors. Social Skills and Management (Butterworth-Heinemann. 1995) ISBN 0340567708 72 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . Topping S and Cullen S — Rooms Division Operations (Hodder Arnold. 1990) ISBN 0748702903 Allen D — Accommodation and Cleaning Services: Management — Volume 2 (Nelson Thornes. front office staff. Learners will need access to a library with a variety of texts and journals associated with rooms division operations as well as access to the internet. All evidence must be relevant and sufficient to justify the grade awarded.

1990) ISBN 0340525185 Dix C and Baird C — Front Office Operations (Longman.com) Hospitality (Reed Business Information) Hospitality Matters (British Hospitality Association) Hospitality Review (Threshold Press — published quarterly) Hospitality Year Book (HCIMA) Hotels (official journal of the International Hotel and Restaurant Association — an online copy is available from www.demon.adom. 2000) ISBN 0826447090 Bardi J A — Hotel Front Office Management (John Wiley & Sons. 1986) ISBN 027302552X Jones C and Paul V — Accommodation Management (BT Batsford.com) Journal of Hospitality and Tourism Research (International Council on Hotel and Restaurant Education (CHRIE)) Voice of the BHA (British Hospitality Association) Company data and publications Association of Domestic Management C4 Kingfisher House Kingsway TVTE Gateshead NE11 0JQ Telephone: 01661 842 708 Website: www. Hostel and Hospital Housekeeping (Hodder Arnold. 1999) ISBN 0304332348 Wood R and Verginis C S — Accommodation Management: Perspectives for the International Hotel Industry (Thomson Learning.Baker S and Huyton J — Principles of Hotel Front Office Operations (Thomson Learning.britishcleaningcouncil.co. 2004) ISBN 0748716327 Branson J C and Lennox M — Hotel.org BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 73 . 1985) ISBN 0713448075 Webster K — Environmental Management in the Hospitality Industry (Thomson Learning. 1998) ISBN 0582319315 Fellows J — Housekeeping Supervision (Longman. 2002) ISBN 047101396X Braham B — Hotel Front Office (Nelson Thornes. 1999) ISBN 1861524897 Further reading Caterer and Hotelkeeper (Reed Business Information) Cornell Quarterly Croner’s Catering Magazine (Croner Publications) Current Awareness Bulletin for Hospitality Management (HCIMA — published quarterly) Green Hotelier (www.uk British Cleaning Council PO Box 1328 Kidderminster DY11 5QH Telephone: 01562 851 129 Fax: 01562 850 109 Website: www.greenhotelier.getfreemag.

informationcommissioner. 74 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . These resources should be used with caution.com www.uk www.org.people1st.com www.org.uk British Hospitality Association Caterer and Hotelkeeper website Hotel and Catering International Management Association Information Commissioner’s Office Institute of Customer Service JohnsonDiversey — cleaning and hygiene specialists People 1st (formerly Hospitality Training Foundation) Learners should be encouraged to consult a wide range of commercial websites to support the evidence they develop for this unit.bha-online. Websites often make reference to other internet information sources.caterer.johnsondiversey.uk www.instituteofcustomerservice.hcima.uk www.Websites www.gov.co.com www.

Learners will have the opportunity to investigate control systems. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 75 .Unit 6: Learning hours: NQF Level 5: Management Accounting for Hospitality 60 BTEC Higher National — H1 Description of unit This unit will allow the learner to develop a practical understanding of the accounting techniques used to control costs and profits and to support the manager in making effective short-term decisions. Summary of learning outcomes To achieve this unit a learner must: 1 2 3 4 5 Describe sources of funding and income generation for business and services industries Describe business in terms of the elements of cost Evaluate a set of business accounts Analyse business performance by the application of ratios Apply the concept of marginal costing. income generation and methods of measuring and analysing performance.

corporation tax. stock turnover Financial ratios: interest earned. variance analysis eg sales (volume and average spend). overhead). implications 3 Business accounts Trial balance: source. profit and loss account. freelance. investors. schedules. cost variances (raw material. post-tax profits. current. structure eg summary of accounts from sales. commission. franchise. debt factoring Income generation: methods eg sales. fixed. small business schemes. VAT. operating. balance sheet. profit variances (gross and net) 4 Business performance Sales profitability ratios: gross and net profit. effect of competition. Return On Capital Employed (ROCE) Liquidity ratios: current. creditors. prepayments. capital. appropriation account. format eg vertical. formula to achieve a specific gross profit percentage. cash. bad debt provision. discount costing Selling prices: product and service costing. commission. tracking mechanisms 2 Elements of cost Elements of cost: sales. double-entry. accruals. banks. lease schemes. materials. acid test Efficiency ratios: debtors and creditors payment periods. trading account. consumables. security. differential gross/net profit margins. assets/liabilities eg capital. loans. personal/capital allowances. sponsorship. gross and net profits. contribution calculation eg product/customers. limited company. adjustments for depreciation. sponsorship. hire purchase. marginal costing. setting selling price and discounting 76 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . overheads. gearing 5 Marginal costing Costs categorisation and contribution: fixed and variable costs. labour. purchasing. rates. purchase and nominal ledgers Final accounts: types eg sole trader. sub-letting. master. profit/loss potentials. types eg profit.Content 1 Funding and income generation Funding: sources eg retained profits. partnerships. labour. cost/profit/volume relationship Application: break-even. grants. stock-taking Taxation: income tax. reconciliation. cash flow. notes to accounts Profit and cash budgets: purpose. peak/off-peak trading Control of stock and cash: methods eg storage.

BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 77 .Outcomes and assessment criteria Outcomes Assessment criteria for pass To achieve each outcome a learner must demonstrate the ability to: 1 Describe sources of funding and income generation for business and services industries • • describe sources of funding available to business and services industries evaluate the contribution made by a range of methods of generating income within a given business and services operation describe elements of cost. gross profit percentages and selling prices for products and services explain methods of controlling stock and cash in a business and services environment describe the source and structure of the trial balance evaluate a range of business accounts. variable and semi-variable calculate contribution per product/customer and define the cost/profit/volume relationship for a given scenario make short-term management decisions based on profit/loss potentials and risk (break-even) calculations for a given business and services operation. adjustments and notes explain the process and purpose of budgetary control calculate and analyse variances from budgeted and actual figures. offering suggestions for appropriate future management action calculate and analyse all ratios to offer a consistent interpretation of historical business performance recommend appropriate future management strategies for a given business and services operation classify costs as fixed. 2 Describe business in terms of the elements of cost • • 3 Evaluate a set of business accounts • • • • 4 Analyse business performance by the application of ratios • • • • • 5 Apply the concept of marginal costing.

This unit links to the following Management NVQ units: • • • • • • • • A1: Manage your own resources B6: Provide leadership in your area of responsibility B8: Ensure compliance with legal. LCD projectors. working exercises and learners should seek every opportunity to use appropriate financial software. all examples and case study material should be in the context of the hospitality industry. Evidence may be accumulated by learners building a portfolio of exercises or activities. It is strongly recommended that when learners are delivering presentations. Links This unit may be linked to other units. Case studies of financial data should be a key element. ethical and social requirements B10: Manage risk E1: Manage a budget E2: Manage finance for your area of responsibility E3: Obtain additional finance for the organisation F1: Manage projects 78 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . It should be made clear to the learner that all units have financial components. Assessment Evidence of outcomes may be in the form of financial reports. a given selling price with an identified group of costs will determine the gross profit percentage. For example. they have access to the latest technological equipment eg laptop computers. learners should be able to control any two of the three aspects to calculate the third. an identified group of costs together with a pre-determined gross profit percentage will generate a selling price. completed class exercises/activities. Learners should recognise that all activities in the workplace have an effect on revenue. Similarly. presentation software. A comprehensive case study would generate evidence for all learning outcomes. cost and profit. including: • • • • • Unit 2: The Developing Manager Unit 8: Procurement Unit 15: Marketing Unit 20: External Business Environment Unit 22: Small Business Enterprise. regulatory.Guidance Delivery This unit should have a strong emphasis on the use of practical. For Outcome 2. in-class tests. To ensure maximum realism and relevance.

Support materials Books Adams D — Management Accounting for the Hospitality Industry: A Strategic Approach (Thomson Learning. 1991) ISBN 0273033182 Further reading A series of articles and press releases is published on the website of the British Association of Hospitality Accountants (BAHA) at www.greenhotelier.• • • F3: Manage business processes F12: Improve organisational performance. Resources Adequate access to computer and appropriate software. particularly spreadsheets. 1997) ISBN 0304329088 Atkinson H.baha-uk. Berry A and Jarvis R — Business Accounting for Hospitality and Tourism (Thomson Learning. This unit also links with the following block of the HCIMA Corpus of Knowledge: OP13: Budgeting and Accounting in Hospitality Operations.org. Other publications include: Caterer and Hotelkeeper (Reed Business Information) Cornell Quarterly Croner’s Catering Magazine (Croner Publications) Current Awareness Bulletin for Hospitality Management (HCIMA — published quarterly) Green Hotelier (www. 1996) ISBN 0273625756 Guilding C — Financial Management for Hospitality Decision Makers (ButterworthHeinemann. is essential. 1999) ISBN 1861524900 Messenger S J and Shaw H — Financial Management for Hospitality. Tutors should also develop suitable banks of case study materials and in-tray exercises for demonstration and practice by learners. 1993) ISBN 0333585283 Moncarz E S and Portocarrero N D J — Financial Accounting for Hospitality Management (Van Nostrand Reinhold International.com) Hospitality (Reed Business Information) Hospitality Matters (British Hospitality Association) BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 79 . 1994) ISBN 0748710574 Kotas R — Management Accounting for Hospitality and Tourism (Thomson Learning. 1986) ISBN 0870555057 Mott G — Management Accounting for Decision Makers (FT Prentice Hall. 1995) ISBN 1861524706 Drury C — Management and Cost Accounting (Thomson Learning. Leisure and Tourism (Palgrave Macmillan. 2002) ISBN 075065659X Harris P and Hazzard P — Accounting in the Hotel and Catering Industry (Nelson Thornes. 2004) ISBN 1844800288 Dyson J — Accounting for Non-Accounting Students (FT Prentice Hall.

org.caterer. bankers. These resources should be used with caution. academics and others who retain an interest in the hotel. hospitality consultants and accountants.uk Learners should be encouraged to consult a wide range of commercial websites to support the evidence they develop for this unit.bha-online. extends to cover systems specialists.com www.org.Hospitality Review (Threshold Press — published quarterly) Hospitality Year Book (HCIMA) Hotels (official journal of the International Hotel and Restaurant Association — an online copy is available from www.com) Journal of Hospitality and Tourism Research (International Council on Hotel and Restaurant Education (CHRIE)) Voice of the BHA (British Hospitality Association) Websites www.people1st.uk www. property professionals. investment analysts.hcima.uk www. 80 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . Websites often make reference to other internet information sources. catering and leisure sectors British Hospitality Association a business and economics service for learners and tutors Caterer and Hotelkeeper website Hotel and Catering International Management Association People 1st (formerly Hospitality Training Foundation) www.getfreemag.org British Association of Hospitality Accountants (BAHA) — for professionals involved in financial management and control within the hotel industry.uk www.co.baha-uk.bized.ac.

This unit is common to more than one Higher National qualification. Learners must ensure that their evidence relates to the sector they are studying. The management report is reviewed against the agreed targets of the action plan and submitted as a formal report. in agreement with their line manager and tutor. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 81 . using relevant sources of information Present report to colleagues. Learners review their progress and evaluate relevant sources of information and assistance within the host organisation. justifying conclusions and associated recommendations. objectives and targets of the management report with the appropriate manager within the selected organisation Monitor and evaluate progress in achieving aims. The experience enables learners to demonstrate the ability to understand and analyse the relationships between different parts of the host organisation. The report should be supported by evidence collected by the learner and should demonstrate an indepth knowledge of working practices and a broad knowledge of how the host organisation operates. objectives and targets that supports the development of a management report. Summary of learning outcomes To achieve this unit a learner must: 1 2 3 4 Use methods to arrange industry experience that will support the development of a management report in an appropriate services industry context Prepare and agree aims.Unit 7: Learning hours: NQF Level 5: Industry Experience 60 BTEC Higher National — H2 Description of unit This unit is designed to provide learners with an opportunity to develop first-hand experience of industry with a relevant organisation. Learners focus on issues or problems relevant to them and the host organisation. The unit focuses on an action plan with aims. objectives and targets.

private. amendments. flexibility Services industry context: eg hospitality. innovation. colleagues. interpersonal skills. effectiveness. research company background. responsibilities Justification: efficiency. resources.Content 1 Arrange industry experience Methods: personal skills audit eg negotiation. problem-solving. employees. daily duties and routines. effectiveness. shortlist potential organisations. voluntary (not-for-profit) sectors 2 Aims. acknowledgements. strategy development. review/achievement dates Research project: negotiation. creativity 82 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . CV. problems eg team working. problem solving. intended outcomes 3 Monitor and evaluate progress Monitor: gather and record information. benefit to the learner/organisation. action planning. creative. customer care. leadership. technical. operational. email. activities undertaken eg teamwork. objectives. targets. networking. line manager. communicating effectively. practical. developing and presenting a reasoned case Colleagues: managers. leisure. travel. self-development. action planning. bibliography. interview (formal/informal). learning and development. training manuals. operational/technical skills. costs. assertiveness. learning. action planning. objectives and targets Aims. members of the public. objectives and targets: personal/career development. collect evidence to support findings. roles. tourism. benefits. equal opportunities. methods of achieving aims. objective setting. induction handbook 4 Present report Format: report. ICT/computer literacy. contents/index. aims. letter. health and safety. public. time scale. meeting needs and requirements of the job role. external stakeholders Recommendations: eg changes. personal recommendation Management report: issues. benefits. difficulties. the internet. resources. time scale. people-related. peers. interview techniques. work-related eg job competencies. review information with appropriate personnel Evaluate: measure using supportive evidence. recreational industries. computer help-screens. objectives and targets. innovative. communication. reference materials. decision making. quality. visual presentations of data including statistics. reach and justify conclusions Relevant sources: personnel eg supervisor. facsimile. referencing. sports.

using relevant sources of information Present report to colleagues. objectives and targets of the management report with the appropriate manager within the selected organisation Monitor and evaluate progress in achieving aims. objectives and targets. objectives and targets identify sufficient data and information to support the conclusions present a report in an appropriate format to colleagues outlining the research undertaken and analysing the outcomes. objectives and targets will benefit the organisation and the learner gather information to monitor and evaluate progress using a range of relevant sources of information and assistance evaluate progress against the original aims. • 2 • • • 3 • • • • 4 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 83 . justifying conclusions and associated recommendations. prioritise and agree appropriate aims. • research and select a range of suitable organisations that could provide industry experience in an appropriate context explain how the industry experience would support the development of an appropriate management report set. objectives and targets for the management report with the line manager and tutor justify how the aims. objectives and targets determine conclusions that are consistent with the original aims.Outcomes and assessment criteria Outcomes Assessment criteria for pass To achieve each outcome a learner must demonstrate the ability to: 1 Use methods to arrange industry experience that will support the development of a management report in an appropriate services industry context Prepare and agree aims.

Attention should be given to allow for adequate preparation before the industry experience is implemented. information about companies. objectives and targets with tutors and the placement host. These must be agreed with the tutor and the placement hosts. objectives and targets should be identified and agreed as the focus of the management report. Knowledge of company structures and daily routines and expectations are essential. It is also important that the number of hours spent developing the report gives the learner sufficient experience of their chosen occupational environment. Learners should have access to a wide range of sources. The companies should be vocationally relevant and also meet the needs of the learner. The work should allow for an investigation of current working practices with a subsequent analysis of the findings. review and evaluation of the outcomes of the industry experience. Delivery should enable learners to undertake research based on their own interests and draw from the main themes during the course. Background information outlining the range of suitable industry organisations in the local area may be made available by the tutor or careers service. Learners will need guidance on the preparation of formal reports. The learner must set their own aims. The report should draw conclusions based on the monitoring. This unit enables learners to develop an understanding of organisational structures and working practices within an industry environment. Identifying and agreeing aims. product information. which should make a valid contribution to the organisation. objectives and work-related targets with their placement hosts forms the focus for the management report and establishes the orientation of this unit. objectives and targets forming the focus for a management report that is undertaken by the learner as a result of the industry experience. both during the planning stage and also whilst developing the report. It is important that the experience allows for the opportunity to examine operational and work-based issues and problems. The final presentation should be in report format. observations. their background and locations) are relevant. Learners should also ensure that they collect appropriate information in support of their report. Assessment The assessment for this unit is based on the selection by the learner of a range of possible placement host companies. which may also involve a pre-placement interview. Company background. questionnaires and subsequent analyses using charts and graphs by ICT.Guidance Delivery Tutors should be aware of the implications of the context in which they are delivering the unit and ensure that examples and support materials (eg application forms. 84 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . It is often reassuring to the learner that they know they can approach tutors for advice and support if necessary during the development of their report. The unit lends itself to the collection and presentation of information through the production of interviews. Learners will need guidance on selecting an appropriate organisation and to actively negotiate personal as well as work-based aims. location and information should be researched as part of the selection process. Preparation should cover all of the relevant assessment criteria and the aims. Forward planning is essential to ensure that learners maximise their opportunities and secure their own host for their industry experience.

Learners are best working individually with one organisation. Details and a brochure are available from: Video Arts Group 68 Oxford Street London W1D 1LH Telephone: Email: Website: 020 7637 7288 enquiries@videoarts.com BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 85 . This unit also links with the following blocks of the HCIMA Corpus of Knowledge: OP12: Work Experience OP17: Self Development and Personal Skills OP18: Management Studies OP37: The Hospitality Industry.uk www. Resources Learners must have access to library and research facilities including the internet. Supporting evidence or justification is required to substantiate claims made or recommendations relating to future aims. This unit links to the following Management NVQ units: • • • • • • • A1: Manage your own resources A2: Manage your own resources and professional development A3: Develop your personal networks.videoarts. although there may be several learners working with a large organisation at any one time. Each centre should seek to produce its own report-writing guidance booklet. with reference to its own local resources.The report should also discuss and draw conclusions based on the original aims.co. Training videos may also be useful for this unit. objectives and targets. Tutors and learners should take into consideration the core operation of the business supporting the industry experience and ensure that links with other relevant units are reflected in their work. The learner should reflect on their experiences and assess their own personal effectiveness during the industry experience. Areas that may be relevant include: • • • leadership skills self management dealing with conflict. They may also find the careers library and/or careers service useful in researching and securing a host for the industry experience. Some of these can be expensive but often commercial suppliers offer an educational discount. Feedback from supervisors and colleagues should be recorded and evaluated with any modifications to approach or knowledge. Links This unit has links with a number of other units within this qualification. objectives or targets. Such resources can normally be purchased or hired.

getfreemag. Hughes R. These resources should be used with caution. 2002) ISBN 0761972854 Hill S. 2000) ISBN 074943452X Schon D A — The Reflective Practitioner: How Professionals Think in Action (Arena.prospects.com www. 1997) ISBN 1861520468 Easterby-Smith M and Thorpe R — Management Research: An Introduction (Sage Publications.ukplacements. 2000) ISBN 1861525494 Moon J — Reflection in Learning and Professional Development: Theory and Practice (Routledge Falmer. 1998) ISBN 0859462951 Further reading Caterer and Hotelkeeper (Reed Business Information) Cornell Quarterly Croner’s Catering Magazine (Croner Publications) Current Awareness Bulletin for Hospitality Management (HCIMA — published quarterly) Green Hotelier (www. 86 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .org prospects graduate careers UK placements for undergraduates National Centre for Work Experience Learners should be encouraged to consult a wide range of commercial websites to support the evidence they develop for this unit. 1997) ISBN 0137427018 Clark M. Third Edition (Thomson Learning.ac.greenhotelier. Riley M.work-experience. 1991) ISBN 1857423194 Smith C and Irving R — No Sweat: The Indispensable Guide to Reports and Dissertations (Institute of Management. Rees R and Yates J — How to Analyse and Promote Your Skills for Work (University of London Careers Service.uk www.Support materials Books Blundel R — Effective Business Communication (FT Prentice Hall.com) Hospitality (Reed Business Information) Hospitality Matters (British Hospitality Association) Hospitality Review (Threshold Press — published quarterly) Hospitality Year Book (HCIMA) Hotels (official journal of the International Hotel and Restaurant Association — an online copy is available from www.com) Journal of Hospitality and Tourism Research (International Council on Hotel and Restaurant Education (CHRIE)) Voice of the BHA (British Hospitality Association) Websites www. Websites often make reference to other internet information sources. 2000) ISBN 0718716213 Jankowicz A D — Business Research Projects. Wood R C and Wilkie E — Researching and Writing Dissertations in Hospitality and Tourism (Thomson Learning.

Specialist units BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 87 .

88 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .

The unit shows how procurement contributes to profit and how it helps to maintain a competitive edge. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 89 . Summary of learning outcomes To achieve this unit a learner must: 1 2 3 4 5 Explain the principles and application of resource management to a commercial operation Explain how the procurement strategy contributes to the achievement of a commercial operation’s objectives Evaluate procurement issues and their application to commercial operations Consider elements of procurement strategies which maximise purchasing power Carry out a review and evaluation of procurement strategies within a named organisation.Unit 8: Learning hours: NQF Level 5: Procurement 60 BTEC Higher National — H1 Description of unit Procurement involves the input of goods and services and the interface between the supplier and the client. This unit gives learners an understanding of procurement strategies and their importance in the sector.

rules of offer and acceptance. prompt payment discounts Management strategies: competition between suppliers. receipt and control of purchases. ‘just in time’ (JIT). selecting suppliers. contract. breaches. negotiating extended credit. finance. company policies. fraud Sourcing issues: method of supply eg buying products/services. assessing operational needs. quality and quantity control. credit and price. vitiating factors eg misrepresentation. parties. conditions/warranties. wastage factors. effect on the internal and external customer. evaluating the ‘best deal’. developing profit margins to increase financial returns. approved supplier lists. task duplication. sample testing and defect elimination 4 Purchasing power Pricing management: techniques. direct and indirect cost-saving opportunities. methods of procurement eg centralised. timing. replacement criteria Principles: procurement strategy. estimating/quoting. essentials for a valid contract. tendering. releasing cash and capital by minimising stock. legal and contractual compliance. maximising profit. budgetary restrictions Risks: financial. different forms. effect on process and outcome activities of organisations Managing procurement: profit opportunities. packaging. hygiene factors. equipment. Pareto analysis. discounts. quality issues. services. materials. supplier identification. stock control 2 Procurement strategy Systems and processes: standard specification. fundamental mistake. minimising risk. subcontracting/outsourcing. direct and indirect costs. physical. range. negotiating price reductions. lease. maintenance. value for money. negotiating skills Evaluation: communication. trace origin data.Content 1 Resource management Methods: selection. controlling or resisting price increases. quantity discounts. legal implications. attitude to customers. terms and conditions Procurement officer: role. methods of payment. specification. terms eg express/implied. negotiating and developing delivery schedules 90 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . yield. determining the right quality for the right application. choice. service guarantee. compliance with specified requirements. tendering. selection criteria. working with specialist suppliers. industrial relations. acquisition. performance indicators and benchmarking 3 Procurement issues Contract: definition. delivery.

human resource benefits BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 91 .5 Review and evaluation Review: standard specifications. terms and conditions. productivity gain. comparing and contrasting purchasing options Evaluate: cost models eg return on investment (ROI). monitoring. contemporary developments. redeveloping strategy.

• • 92 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . terms and conditions of a specimen contract evaluate the sourcing issues for a given procurement situation using a range of given suppliers describe the management techniques used to appraise and evaluate the suppliers of a commercial operation explain the management strategies that can be used to maximise the purchasing power of the procurement officer discuss and apply a range of pricing management techniques to a given commercial procurement situation explain how review and evaluation can be used to assess procurement strategies apply review and evaluation techniques for a given procurement scenario in a commercial operation. 2 Explain how the procurement strategy contributes to the achievement of a commercial operation’s objectives • • • 3 Evaluate procurement issues and their application to commercial operations • • • 4 Consider elements of procurement strategies which maximise purchasing power • • 5 Carry out a review and evaluation of procurement strategies within a named organisation.Outcomes and assessment criteria Outcomes Assessment criteria for pass To achieve each outcome a learner must demonstrate the ability to: 1 Explain the principles and application of resource management to a commercial operation • • • describe the methods available for managing materials devise specifications of requirements and the selection criteria to be applied explain the principles involved when procuring equipment and the ongoing requirements over the life of that equipment establish an appropriate process to manage the procurement function within a named commercial operation recommend procurement systems and processes with related performance indicators and benchmarking for a given commercial operation examine the role of the procurement officer within a given commercial operation explain the importance of the essential components.

This unit links to the following Management NVQ units: B8: Ensure compliance with legal. ethical and social requirements D2: Develop productive working relationships with colleagues and stakeholders E1: Manage a budget E2: Manage finance for your area of responsibility E3: Obtain additional finance for the organisation F3: Manage business processes. The use of speakers from purchasing functions in commercial operations is recommended as a means of providing examples of approaches adopted by different types of organisations. LCD projectors. Links with other units could be developed in the form of integrated assignments but care is needed in designing such assignments to ensure they are realistic. Assessment Evidence of outcomes could be in the form of assignments. It is strongly recommended that when learners are delivering presentations.Guidance Delivery Wherever possible. a practical approach should be adopted and efforts made to identify the variety of operational sourcing issues. Investigations should be based on actual commercial operations wherever possible. Learners working in a purchasing/supply function in a commercial operation could base assignment work around their work place. Evidence could include individual or group assignments. The practical approach should not be at the expense of a sound theoretical base. This unit also links with the following block of the HCIMA Corpus of Knowledge: OP11: Managing Hospitality Operations. Role-play activities in the form of a business game could be used to develop negotiation skills indicated in Outcome 3. Links This unit can be linked to the following units: • • • • • • • • • • • Unit 18: Facilities Operations Unit 20: External Business Environment Unit 23: Financial Management Unit 24: Information Management and Technology. regulatory. they have access to the latest technological equipment eg laptop computers. presentation software. case studies and projects set during periods of work experience. This approach will add further vocational relevance and currency to the delivery of the unit. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 93 . Time-constrained assessment based on case-study materials could also be included.

uk www.uk British Hospitality Association a business and economics service for learners and tutors Caterer and Hotelkeeper website Department for Education and Skills Hotel and Catering International Management Association International Hotel and Restaurant Association People 1st (formerly Hospitality Training Foundation) Learners should be encouraged to consult a wide range of commercial websites to support the evidence they develop for this unit. Websites often make reference to other internet information sources.co. 1996) ISBN 0273626914 Further reading Caterer and Hotelkeeper (Reed Business Information) Hospitality (Reed Business Information) Voice of the BHA (British Hospitality Association) Websites www.Resources Purchasing and procurement textbooks should be supported by case studies.hcima. 2004) ISBN 0471693146 Harrison M and Lysons K — Principles of Operations Management/Purchasing (FT Prentice Hall.bha-online. provides a useful information source.uk www. Part-time learners working in procurement can be used as a resource by sharing their experiences of different company approaches to procurement.ac.com www.uk www. 2004) ISBN 0273646893 Feinstein AH and Stefanelli J M — Purchasing: Selection and Procurement for the Hospitality Industry (John Wiley & Sons.bized.dfes. Support materials Books Baily P — Purchasing Principles and Management (FT Prentice Hall.gov.org. 94 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . Learners will need access to a library with a variety of texts and journals associated with their project as well as access to the internet.caterer. Access to procurement sections of local organisations.uk www. and the of use relevant software applications.com www.ih-ra.people1st. These resources should be used with caution. if possible.org.

Unit 9: Learning hours: NQF Level 5: Hospitality Operations Management 60 BTEC Higher National — H2 Description of unit This unit is designed to introduce the learner to the management principles of hospitality operations. the unit develops learners’ understanding of the appraisal process in relation to hospitality operations management and how different aspects inter-relate with each other. This will lead to the consideration of product development and the opportunities and constraints that affect such development. using ICT software to model different approaches. including customer profiles and patterns of demand. Learners will also consider a range of pricing and profitability strategies. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 95 . Finally. Learners will focus on a wide range of operational and economic characteristics. It is intended for learners who aspire towards a career in general hospitality management. It builds upon the content of Unit 4: Food and Beverage Operations and Unit 5: Rooms Division Operations. Summary of learning outcomes To achieve this unit a learner must: 1 2 3 4 Evaluate the operational and economic characteristics of hospitality operations Analyse product development within a hospitality environment Apply pricing and profitability concepts within hospitality operations Use appraisal techniques to analyse and improve operational performance and make proposals for action.

finance. portion-control 96 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . customer turnover. websites. elasticity of demand Customer profile: spending power. menus. equipment. promotions. regional and ethnic influences. control systems. types of hospitality outlet. idea evaluation. market-oriented. support materials eg brochures. cultural. sell. availability of resources (human. reaching decisions. quality systems. scheduling. nutrition and dietary requirements. develop product image. rooms division. operating procedures and systems. cover charge. financial. style of service. business and operational plans. wall displays. standardisation. baseball caps). concept development. team working and team leading. elasticity of demand. expectations and requirements. conference and banqueting. floor stands. tent cards. health eating and drinking patterns. clothing (tee-shirts. decision-making (gathering information and data. pricing and economic factors. disabled access and provision eg accommodation facilities. create awareness. market segmentation. product development. flyers. additional pricing considerations eg service charge. time of day/week. table displays. restaurant access. average spending power (ASP) Factors affecting profitability: eg labour intensity. products. encourage consumer/brand loyalty. standardisation. increase market share. accommodation trends. posters. advertising objectives eg persuade. plant. food and fashion trends. types of media Merchandising objectives: promote consumer/brand awareness. service standards. analysing and evaluating data. training 2 Product development Stages in product development: market research. menu/accommodation range. technical and procedural standards. hotels. sweatshirts. intangible elements. physical).Content 1 Operational and economic characteristics Nature of hospitality products and services: product and service areas eg food and beverage. free samples 3 Pricing and profitability concepts Methods of pricing: cost-oriented. staffing. tangible. shelf-life. vouchers. perishability. marketing and sales. develop brand loyalty. space utilisation Hospitality advertising: outlets eg pubs. pricing considerations. forecasting). seasonality. create desire. the meal experience Management issues: integrated planning and resourcing. customer awareness Opportunities and constraints: brand image. sociological influences. conference centres. supplies and commodities Patterns of demand: opening hours. minimum charge Factors affecting revenue generation: eg sales mix. restaurants.

when and how. use of budgets. profitability measures. industry norms. basis for effective operational appraisal. price changes and inflation. levels of consideration. developing qualitative and quantitative data. interpreting calculations. gross profit and gross profit percentages. qualitative evaluation. stakeholder interests Appraising the operation: appraising the product. price and volume data. information analysis. implementation and managing change BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 97 . external comparisons. levels of strategy. appraising operational performance measurement techniques. quality management Proposal for action: forecasting future business requirements. apportioning costs. quantitative. strategic analysis and planning. assessing organisational capability. net profit and operating profit. identifying and measuring costs. analysing and evaluating data Appraising revenue. menu engineering. comparing like-with-like and over time.4 Analyse and improve operational performance Approaches to appraisal: fundamentals of appraisal. costs and profits: financial measurement techniques. sales mix analysis.

the product and the whole operation determine the usefulness and limitations of the various quantitative and qualitative appraisal techniques and their application to hospitality operations identify and apply approaches to business analysis. • • 98 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .Outcomes and assessment criteria Outcomes Assessment criteria for pass To achieve each outcome a learner must demonstrate the ability to: 1 Evaluate the operational and economic characteristics of hospitality operations • • • analyse the nature of the product evaluate the different influences affecting patterns of demand within hospitality operations contrast customer profiles and their differing expectations and requirements in respect of hospitality provision analyse factors affecting average spending power (ASP) in hospitality outlets evaluate the key stages in product and service development applied within a hospitality operation analyse the features which contribute towards the customers’ perception of products and services appraise the opportunities and constraints affecting product and service development within a hospitality environment evaluate a range of merchandising opportunities for hospitality products and services evaluate different methods of pricing and explain and apply additional pricing considerations appraise the factors in hospitality operations which affect revenue generation and profitability identify the aspects of hospitality operations which are commonly appraised apply a range of performance measures and appraisal techniques to individual aspects of hospitality operations. evaluation and planning appropriate to hospitality operations. • 2 Analyse product development within a hospitality environment • • • • 3 Apply pricing and profitability concepts within hospitality operations • • • • 4 Use appraisal techniques to analyse and improve operational performance and make proposals for action.

Visits should be organised to a wide range of commercial outlets of varying size and complexity. sell). but on the concepts of establishing pricing and profitability concepts. for example. (Current thinking is that the definition of ‘product’ also includes ‘service’. or satisfactory/unsatisfactory menu items. enabling learners to focus on issues which regularly face managers in industry. items that are popular. Tutors should maximise the contribution made by learners based on their own experiences in food and beverage operations. This unit is not intended to focus on financial procedures or interpretation. The content is indicative but tutors should maximise the opportunities provided by local industry. are essential in order to provide a focus for a wide range of issues. such as food and beverages on offer. These issues could lead to consideration of menu and beverage list development. particularly using ‘what if’ scenarios. environment. such as its function (to inform. atmosphere. appeal. The relevance of this unit will be greatly improved if it is delivered following a period of industrial work experience where the learner has worked in a food and beverage environment. For example. Tutors should ensure that learners understand the separation between operational and management issues. for learners to consider a wide range of operational characteristics. Learners also need to consider pricing and profitability concepts.) Examples of development may include satisfactory or unsatisfactory menu items. value for money/price. ambience (including staffing). Tutors should consult with colleagues delivering these two units to ensure that the overall delivery is properly integrated. The unit is designed to build on Unit 4: Food and Beverage Operations and Unit 5: Rooms Division Operations. a useful definition in that it is often difficult within the hospitality industry to separate the two. It is important. profitable or both. hygiene and cleanliness. This should be supported by a broad range of case study materials to highlight issues that do not appear within local commercial operations. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 99 .Guidance Delivery The focus of this unit is on the management approach to hospitality operations management. This unit closely links with Unit 6: Management Accounting for Hospitality and Unit 23: Financial Management. Such presentations can be a valuable resource and give learners the opportunity to discuss current aspects of hospitality management with those actively involved in industry. The use of appropriate ICT software to model different approaches is important. levels of service. repeat business. Learners should be encouraged to take a keen interest in developments and trends within the commercial and catering services sector of the food and beverage industry and develop their forward-thinking to enable them to capitalise on this aspect of learning in their future careers. menu engineering. such as a food and beverage manager or a conference and banqueting manager working within either the commercial and/or catering services sectors of the hospitality industry. It can be advantageous to send small groups of learners on arranged visits to different outlets and subsequently encourage the groups to present their findings and discuss evaluations with their colleagues. or the structure of accommodation packages. the profile of food and beverage customers will raise issues relating to the meal experience. Learners also need to examine the management aspects of product development. Future managers must also consider a range of aspects relating to the customer profile. Presentations by visiting speakers. menu and beverage list compilation and design. The opportunity to meet with senior management during such visits will add value to these activities. This will add relevance and vocational realism to group discussions and may contribute to a wide range of issues.

The format of evidence should reflect the nature of the unit. Presentations to a ‘management group’ will usefully develop learners’ interpersonal skills and will be particularly relevant if representatives from industry are invited to sharpen the focus of presentations. The appraisal of operational performance is a key management function and learners need initially to develop their understanding of the processes. and appraising the whole operation as an integrated structure. Links This unit can be linked successfully with: • • • • • • • • • • • • • • • Unit 1: The Contemporary Hospitality Industry Unit 4: Food and Beverage Operations Unit 5: Rooms Division Operations Unit 7: Industry Experience Unit 15: Marketing Unit 23: Financial Management. Tutors can also create artificial situations for learners to consider and work with that will clarify their understanding and require an appropriate level of creative thinking. Alternatively tutors may require some form of formal management report or a professional discussion. As a result. appraising revenue. which links to pricing and profitability concepts. Learning and assessment can be across units. Learners should be clear about the outcomes of each aspect of appraisal as well as how this affects other aspects. This unit links to the following Management NVQ units: B1: Develop and implement operational plans for your area of responsibility B2: Map the environment in which your organisation operates B8: Ensure compliance with legal. It is strongly recommended that when learners are delivering presentations. Assessment Evidence of the outcomes may be in the form of assignments. LCD projectors. ethical and social requirements B9: Develop the culture of your organisation B10: Manage risk B11: Promote diversity in your area of responsibility C1: Encourage innovation in your team C2: Encourage innovation in your area of responsibility C3: Encourage innovation in your organisation 100 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . visiting speakers can add significant value through currency and vocational relevance.Once again. case studies. and/or projects set during periods of work experience in a food and beverage environment. It is important then for them to be clear about the different stages of appraisal: appraising individual or groups of products. at unit level or at outcome level. much of the evidence can be accumulated by learners building a portfolio through work experience. which in turn may lead to a reconsideration of product development. costs and profits. they have access to the latest technological equipment eg laptop computers. It is possible to develop an integrated assignment that requires some aspect of each. presentation software. regulatory.

Paul V and Jowitt V — Accommodation Management (BT Batsford. Resources Tutors should ensure that learners have adequate access to industry. apply theory and observe in a reflective way. 2004) ISBN 0748716327 Cousins J. ICT software must be provided to support financial modelling of pricing and profitability concepts.• • • • • • • • • • E1: Manage a budget E4: Promote the use of technology within your organisation F4: Develop and review a framework for marketing F8: Work with others to improve customer service F9: Build your organisation’s understanding of its market and customers F10: Develop a customer focused organisation F11: Manage the achievement of customer satisfaction F12: Improve organisational performance. Learners must be encouraged to read publications such as the Caterer and Hotelkeeper at every opportunity to develop their awareness of management issues. journals. It may be useful for learners to link with an individual commercial operation and use that organisation as a context in which to assess current practice. 1998) ISBN 0750632860 Johns N and Edwards J S — Operations Management: Resource Based Approach for the Hospitality and Tourism Industries (Thomson Learning. to support the development of knowledge and understanding through ‘theory in practice’. jobs and employment opportunities will add further material to support delivery of this unit. Stone S and Lockwood A (editor) — Food and Beverage Management (ButterworthHeinemann. Videos and websites which focus on different outlets within the hospitality industry. This unit also links with the following block of the HCIMA Corpus of Knowledge: OP11: Managing Hospitality Operations OP26: Managing Hotel Operations. 1994) ISBN 0304329223 Jones C. Learners will need access to a library with a variety of texts and journals associated with hospitality operations management as well as access to the internet. local and national guides for the hospitality industry. A range of appropriate case study material can focus on specific issues. 2002) ISBN 0582452716 Davis B. Support materials Books Abbott P and Lewry S — Front Office: Procedures. 1998) ISBN 0713469374 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 101 . Delivery can also be supported by directories. These individual experiences can then be fed back into a group-learning context. Foskett D and Gillespie C — Food and Beverage Management (Longman. 1999) ISBN 0750642300 Braham B — Hotel Front Office (Nelson Thornes. Social Skills and Management (Butterworth-Heinemann. newspapers. either through visits or through presentations by visiting speakers.

caterer.co.com www.bha-online.co.johnsondiversey.people1st.hospitalitynet.org.informationcommissioner.riph.org.uk www.com www. 1994) ISBN 0340595124 Mill R C.Kotas R and Jayawardena C — Profitable Food and Beverage Management (Hodder Arnold H&S.hcima. 1999) ISBN 1861524897 Waller K — Customer-centred Performance Improvement for Food and Beverage Operations (Butterworth-Heinemann. 1994) ISBN 0471285684 Verginis C S and Wood R C — Accommodation Management: Perspectives for the International Hotel Industry (Thomson Learning.com www. 1996) ISBN 075062812X Webster K — Environmental Management in the Hospitality Industry: A Guide for Students and Managers (Thomson Learning.greenhotelier.org www.wset.instituteofcustomerservice. 2000) ISBN 8175441984 Rutherford D G — Hotel Management and Operations (John Wiley & Sons.com) Journal of Hospitality and Tourism Research (International Council on Hotel and Restaurant Education (CHRIE)) Voice of the BHA (British Hospitality Association) Websites www.uk www.getfreemag.org. 1999) ISBN 0304332348 Further reading Caterer and Hotelkeeper (Reed Business Information) Cornell Quarterly Croner’s Catering Magazine (Croner Publications) Current Awareness Bulletin for Hospitality Management (HCIMA — published quarterly) Green Hotelier (www.uk www.gov.uk www.uk British Hospitality Association Caterer and Hotelkeeper website Hotel and Catering International Management Association Hospitality Net Information Commissioner’s Office Institute of Customer Service JohnsonDiversey — cleaning and hygiene specialists People 1st (formerly Hospitality Training Foundation) Royal Institute of Public Health Wine and Spirit Education Trust 102 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .uk www. Kaushill S and Kamra K — Hospitality: Operations and Management (AH Wheeler.com) Hospitality (Reed Business Information) Hospitality Matters (British Hospitality Association) Hospitality Review (Threshold Press — published quarterly) Hospitality Year Book (HCIMA) Hotels (official journal of the International Hotel and Restaurant Association — an online copy is available from www.

BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 103 . Websites often make reference to other internet information sources. These resources should be used with caution.Learners should be encouraged to consult a wide range of commercial websites to support the evidence they develop for this unit.

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Unit 10:
Learning hours: NQF Level 5:

Food and Society
60 BTEC Higher National — H1

Description of unit
This unit extends the scope of the hospitality industry by examining the wider issues of food and society. Learners will explore the reasons people eat and what influences the choices they make. Food and drink is influenced by a wide range of cultural and global aspects, which will also be the focus of study. Learners will develop their knowledge, skills and understanding of how the five senses can be used to assess the acceptability and quality of food and drink. They will examine ratings scales and the values and criteria that determine results. Finally, they will evaluate an overall food and drink experience, making reasoned judgements and recommendations about how the experience could be improved.

Summary of learning outcomes
To achieve this unit a learner must: 1 2 3 4 Explore the key determinants and influences on food and society Investigate the multi-cultural nature of food and drink Apply sensory evaluation techniques to assess the acceptability and quality of food and drink Apply evaluation techniques and criteria to the food and drink experience.

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Content

1

Key determinants and influences Determinants: the need for food, social eating, lifestyle, availability of time, level of preparation required Influences: eg climate, social groups, taboos, religion, travel, fashion, fads, environment, health, time pressures

2

Multi-cultural nature Multi-cultural: historical and geographical influences eg European, Asian, Pacific Rim, the Americas Food: current trends, association and relationship with drink, branded foods and food outlets Drink: current trends, types (alcoholic eg beers, lagers, ciders, wines, spirits, liqueurs; non-alcoholic eg soft drinks, bottled waters; teas/speciality teas; coffees eg cappuccino, espresso, mocha, latte); service procedures and techniques, trends eg designer waters, branded alcoholic drinks, energy drinks

3

Sensory evaluation techniques Human senses: the role of the five senses, primary tastes and taste sensitivity, importance of smell, detection and perception of flavour and texture Rating scales: eg hedonic, numeric; criteria and values Sensory techniques: understanding the senses, recording and analysing results, assessing and interpreting sensory perceptions, presenting results

4

Food and drink experience Techniques: collecting information, sources of information eg personal, family, friends, members of the public; qualitative/quantitative feedback, making reasoned judgements based on available information, recommendations for improvement Criteria: eg nature of food and drink experience, suitability for purpose, environment, ambience, quality of product and service, time factors, level of care and satisfaction, value for money Situations: eating for pleasure or necessity eg business lunch, special occasion, conference/function, shopping trip, when travelling

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Outcomes and assessment criteria

Outcomes

Assessment criteria for pass To achieve each outcome a learner must demonstrate the ability to:

1

Explore the key determinants and influences on food and society Investigate the multicultural nature of food and drink

• • •

analyse what determines the relationship between food and society for different circumstances identify current influences on eating and drinking habits explain how historical and geographic influences have defined the multi-cultural nature of food and drink explain developments in the association and relationship between food and drink evaluate developing trends in food and drink evaluate the inter-relationship between food and beverages and the five senses identify an appropriate rating scale with criteria and values to determine the acceptability and quality of food and drink apply various sensory evaluation techniques to assess the acceptability and quality of food and drink present and interpret the results of the assessment define evaluation techniques and criteria for evaluation of a food and drink experience evaluate different food and drink experiences justify the outcomes of the evaluation make valid recommendations for improvement.

2

• • 3 Apply sensory evaluation techniques to assess the acceptability and quality of food and drink • •

• • 4 Apply evaluation techniques and criteria to the food and drink experience. • • • •

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Guidance

Delivery This unit looks at the wider issues of food and society. Tutors and learners should adopt a shared approach as users rather than providers, although there will naturally be considerable overlap in the thought processes. Learners need to consider the reasons for eating and choices they make either in the home or for example when eating out with friends, formally or informally. The unit also exposes influences such as time pressures and the growing trend for using pre-prepared foods in the home. Global influences will also form a key focus of study. Learners should be encouraged to experiment with menus and recipe development and beverage selection. The overall relationship between food and drink may be affected by different circumstances and this relationship can be challenged and modified. The learners’ own individual interests should also be encouraged in the approach to this unit. Assessment This unit is largely based on investigations into the relationships between food and society. To reflect the nature of the unit, presentations to groups are useful and, in this instance, audiences may include members of the public who have a keen personal and non-professional interest in the subject. Such a presentation lends itself to illustrations, posters, handouts, photographs and other supporting resources. Alternative forms of evidence include written assignment work, although this should be appropriately illustrated. It is strongly recommended that when learners are delivering presentations, they have access to the latest technological equipment eg laptop computers, LCD projectors, presentation software. Links This unit is linked to practical units within the qualification, particularly those within the Culinary Arts pathway: • • • • • • Unit 30: Menu Planning and Product Development Unit 33: Contemporary Gastronomy (double unit) Unit 34: World Cuisine Unit 35: Creative Patisserie (double unit).

This unit links to the following Management NVQ unit: F9: Build your organisation’s understanding of its market and customers.

This unit also links with the following block of the HCIMA Corpus of Knowledge: OP42: Food and society.

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Resources In addition to formal lectures and seminars, the learning for this unit should be supported by elements of laboratory-based learning. Centres should therefore have access to industrial standard food preparation and production and food and beverage service areas, which will provide the focus for delivering the practical aspects of this unit. In addition learners should be encouraged to read professional journals, Sunday supplements and relevant government publications. Support materials Books Ackerman D — A Natural History of the Senses (Phoenix, 1996) ISBN 1857994035 Atkins P and Bowler I — Food in Society: Economy, Culture, Geography (Hodder Arnold, 2000) ISBN 0340720042 Bode W K H — European Gastronomy: The Story of Man’s Food and Eating Customs (Hodder & Stoughton, 1996) ISBN 0470235721 Bryant C, Courtney A and DeWait K — The Cultural Feast: An Introduction to Food and Society (Wadsworth, 2003) ISBN 0534525822 Cousins J, Foskett D and Gillespie C — Food and Beverage Management (Longman, 2002) ISBN 0582452716 Durkan A and Cousins J — The Beverage Book (Hodder Arnold H&S, 1995) ISBN 0340604840 Fine G A — Kitchens: Culture of Restaurant Work (University of California Press, 1996) ISBN 0520200780 Gillespie C and Cousins J (editor) — European Gastronomy into the 21st Century (Butterworth-Heinemann, 2001) ISBN 0750652675 Robinson J (editor) — The Oxford Companion to Wine (Oxford University Press, 1999) ISBN 019866236X Simon J — Wine with Food: The Ultimate Guide to Matching Wine with Food for Every Occasion (Mitchell Beazley, 1999) ISBN 1840001798 Telfer E — Food for Thought, Philosophy and Food (Routledge, 1996) ISBN 0415133823 Whit W C — Food and Society: A Sociological Approach (General Hall, 1995) ISBN 1882289374 Further reading Caterer and Hotelkeeper (Reed Business Information) Food and restaurant guides General food and drink magazines Hospitality (Reed Business Information) Hotel and Restaurant Magazine (Quantum) Menus, wine and drink lists Restaurant Magazine (The Restaurant Game) Voice of the BHA (British Hospitality Association)

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Video/DVD Many of the television ‘fly-on-the wall’ documentaries are well suited to discussions on food and beverage operations. There are also numerous topical food programmes, including those presented by celebrity chefs, that will lend extensive support to the delivery of this unit. Websites www.askachef.com Ask a Chef website — online resource containing recipes, message boards and the opportunity to ask a chef any questions BBC food pages British Dietetic Association Caterer and Hotelkeeper website one-stop website for hoteliers University of Reading’s food law website Restaurants and Institutions magazine website Foodservice World International Hotel and Restaurant Association Into Wine website British Nutrition Foundation The Webtender — an online bartender

www.bbc.co.uk/food www.bda.uk.com www.caterer.com www.ehotelier.com www.foodlaw.rdg.ac.uk www.foodservice411.com/rimag www.foodserviceworld.com www.ih-ra.com www.intowine.com www.nutrition.org.uk www.webtender.com

Learners should be encouraged to consult a wide range of commercial websites to support the evidence they develop for this unit. Websites often make reference to other internet information sources. These resources should be used with caution.

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Unit 11:
Learning hours: NQF Level 5:

Conference and Banqueting Management
60 BTEC Higher National — H2

Description of unit
The aim of this unit is to encourage the learner to investigate and develop an appreciation of the particular needs of clients within the conference and banqueting sector. This unit considers the operational and planning considerations which are specific to this sector of hospitality. This unit is common to more than one Higher National qualification. Learners must ensure that their evidence relates to the sector they are studying.

Summary of learning outcomes
To achieve this unit a learner must: 1 2 3 4 Examine the range of strategic and operational issues Evaluate food production and service Analyse ergonomic considerations Evaluate administrative procedures.

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ventilation. production and service capabilities 3 Ergonomic considerations Space utilisation techniques: seating plans/room layout designs to accommodate guests. image. special effects. entertainment required Menu planning: composition guidelines. advertising. open days.Content 1 Strategic and operational issues Diversity of venues: eg conference centres. multi-functional leisure centres. lighting technology. seating plans. staff utilisation. style. services and facilities required Planning techniques: decision-making. fork. full silver service. alcoholic. video projections. appropriate locations. types of event. stages in the food production process Food and beverage service styles: eg banquet service. client and guest evaluation procedures. modern partie system Food production styles: eg banquet. formal dinners. air-conditioning Audio-visual: lighting. profit realisation. events diary. health and safety legislation eg Health and Safety at Work Act 1974 (HASAW). Hazard Analysis Critical Control Point (HACCP). computer-aided design packages (CAD) Quality of environment: minimum and maximum space/floor occupancy. mailing-lists 112 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . information gathering. quality. budget projections. family service. buffet presentation (finger. specific conference and banqueting facilities within hotels. demands on floor space. weddings. internal and external documentation. sound. discounting initiatives. hygiene regulations. venue appraisal. heating. licensing law implications. room design. space realisation. sound technology 4 Administrative procedures Operational procedures: function sheets. appropriate venues. role of master of ceremonies Marketing: material production. vacuum packaging. cook-chill. change of air rates. critical path analysis (CPA) for staffing and design considerations. beverage service. required profit margins Performance and quality: evaluation and review techniques. French/Royal Household. computer disc presentations. closed loop evaluation methods 2 Food production and service Food production systems: eg cook-freeze. full). comfort. space allocation Function etiquette and protocol: religious and cultural guidelines. nonalcoholic On and off-site considerations: equipment hire. legal requirements. protocol appropriate to different occasions. room plans. pre-prepared. marketing implications. lay-up styles. traditional partie system. transport.

• • • BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 113 . 2 Evaluate food production and service • • 3 Analyse ergonomic considerations • • 4 Evaluate administrative procedures.Outcomes and assessment criteria Outcomes Assessment criteria for pass To achieve each outcome a learner must demonstrate the ability to: 1 Examine the range of strategic and operational issues • • describe the diversity of venues used for conference and banqueting events plan. implement and analyse the appropriate planning techniques for a given conference or banqueting event and evaluate appropriate performance and quality review techniques at the end evaluate the suitability of a range of food production systems and styles and food and beverage service styles for a given conference or banquet compare on and off-site considerations and analyse the key menu planning considerations for a range of conference and banqueting events apply space utilisation techniques to a given conference or banqueting event evaluate influences which affect the quality of the environment and analyse the range of audio-visual techniques used for a given conference or banqueting event explain operational procedures for a given conference or banqueting event analyse the implications of function etiquette and protocol for conference or banqueting events evaluate the marketing of a given conference or banqueting event.

They may also have the opportunity. and/or projects. This unit will be more relevant if it is delivered following a period of work experience where the learner has had exposure to a conference and/or banqueting operation. research-driven assignments or case-studies. at unit level or at outcome level. Learning and assessment can be across units. It is strongly recommended that when learners are delivering presentations. These may be set during periods of work experience within a conference and/or banqueting environment. This unit links to the following Management NVQ units: B1: Develop and implement operational plans for your area of responsibility B8: Ensure compliance with legal. case studies. to discuss with clients different aspects of their needs and how these needs have been met. Visits to commercial operations of different types and sizes will add currency and vocational realism to the delivery of the unit. with the approval of the operator. Assessment Evidence of outcomes may be in the form of assignments. The delivery of this unit will also be enhanced by a visit from external speakers such as conference and/or banqueting manager. will enable learners to observe the varied aspects of conference and banqueting operations from an operational perspective. Visits to such operations. LCD projectors. Case study materials will also be useful to highlight key issues or to explore problem areas that learners may not otherwise experience. before. regulatory. they have access to the latest technological equipment eg laptop computers. during and after an event. presentation software.Guidance Delivery A practical approach should be adopted using simulated exercises. Tutors should also be aware of the value of input from specialist providers of conference and banqueting services. ethical and social requirements E1: Manage a budget E2: Manage finance for your area of responsibility E5: Ensure your own action reduce risks to health and safety E6: Ensure health and safety requirements are met in your are of responsibility 114 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . Links This unit provides and can be linked successfully with • • • • • • • • • • Unit 4: Food and Beverage Operations Unit 9: Hospitality Operations Management Unit 12: Contract and Event Management Unit 15: Marketing.

These should be used for visits and as a source of visiting speakers. are a necessary resource. Case study materials. 2002) ISBN 0582452716 Davis B. 1995) ISBN 0749417994 Cousins J. 1998) ISBN 0750632860 Kinton R. 1992) ISBN 0304325058 Waller K — Customer-centred Performance Improvement for Food and Beverage Operations (Butterworth-Heinemann. as well as access to the internet. 1999) ISBN 0340738103 Kotas R and Jayawardena C — Profitable Food and Beverage Management (Hodder Arnold H&S. Support materials Books Callow J — The Sportsworld Guide to Corporate Hospitality (Kogan Page. Stone S and Lockwood A — Food and Beverage Management (ButterworthHeinemann.• • • • • F9: Build your organisation’s understanding of its market and customers F12: Improve organisational performance. 1998) ISBN 0750640995 Teare R. some drawn from the trade press. Resources It is important for centres to develop supporting relationships with local commercial providers. Foskett D and Gillespie C — Food and Beverage Management (Longman. Adams D and Messenger S — Managing Projects in Hospitality Organizations (Thomson Learning. 2002) ISBN 0340847034 Shone A — The Business of Conferences: A Hospitality Sector Overview for the UK and Ireland (Butterworth-Heinemann. Ceserani V and Foskett D — Theory of Catering (Hodder Arnold H&S. and the use of relevant software applications. 1996) ISBN 075062812X Further reading Caterer and Hotelkeeper (Reed Business Information) Conference and Banqueting Croner’s Catering Magazine (Croner Publications) Hospitality (Reed Business Information) Hospitality Matters (British Hospitality Association) Hospitality Review (Threshold Press — published quarterly) BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 115 . Learners will need access to a library with a variety of texts and journals associated with conference and banqueting operations. 1994) ISBN 0340595124 Lillicrap D — Food and Beverage Service (Hodder Arnold H&S. This unit also links with the following blocks of the HCIMA Corpus of Knowledge: OP OP04: Food and Beverage Skills and Knowledge OP07: Managing Food Production Operations OP08: Managing Food and Beverage Service.

getfreemag. These resources should be used with caution.uk www.com) Restaurant Magazine (The Restaurant Game) Voice of the BHA (British Hospitality Association) Websites www.bacd. conference venue finding Conference Venue Search website www.uk British Association of Conference Destinations (BACD) — provides event organisers with an impartial venue-finding service throughout the British Isles British Hospitality Association Caterer and Hotelkeeper website Conference Search website free venue finding service for the UK.caterer.org. Websites often make reference to other internet information sources.com www.org.users.Hospitality Year Book (HCIMA) Hotel and Restaurant Magazine (Quantum) Hotels (official journal of the International Hotel and Restaurant Association — an online copy is available from www.conferencesearch.globalnet.uk www. 116 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .co.co.uk www. venue search.co.bha-online. business meeting venues.uk/~cvs/cvs Learners should be encouraged to consult a wide range of commercial websites to support the evidence they develop for this unit.sounds-commercial.

The learner will appreciate the services and products within this diverse sector. This unit will address the scope of strategic. operational and financial decisions which affect the success and development of this sector. and will recognise those factors which optimise management and business performance. Summary of learning outcomes To achieve this unit a learner must: 1 2 3 Investigate the strategic issues which affect decision-making Explore the operational issues which affect the success of contract and event management Appreciate the financial processes involved in tendering and implementation. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 117 .Unit 12: Learning hours: NQF Level 5: Contract and Event Management 60 BTEC Higher National — H2 Description of unit The aim of this unit is to investigate the extent and scope of the contract and event sector of the hospitality industry.

service styles. cleaning. needs and expectations. maintenance. private functions Types of event and contract service provision: food and beverage services. work patterns. restaurant/bar manger. liaison with internal/external providers (executive chef. administration. interface skills. linen and laundry. florist. entertainment. job skills and tasks. delivering and storage systems: suitability of systems for different types of contract and event catering Client and contractor relationship: interpersonal skills. product knowledge. decision-making. staffing. facilities management. client liaison. HR manager. arts and entertainments. component elements of the event. timing. cookfreeze food materials 118 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . negotiating. full-time or part-time employees. banqueting. market share. service quality. product quality. training Customer issues: service. accommodation services. reception. utensils and supplies available. legislation affecting transportation of cook-chill.Content 1 Strategic issues Diversity of sector: employee catering. administration. bargaining during the contract and event Health. human resource services Component elements of the contract/event: menu design. front office. hotel services. conference centres. targeting Human resource issues: workforce. hospital catering. space layout. lighting and sound Marketing and sales issues: product placement. security. location and outdoor events. school meals. worker:management ratio. problems with catering ‘off site’. client and contractor relationship Quality issues: standards of service. scheduling. AV technician. type of food service system for a particular contract and event catering situation Purchasing. food and beverage service style. safety and hygiene: standards of equipment. casual staff. decoration. merchandising. measurement of quality 2 Operational issues Elements of project management: action planning. artiste/agent) Type and level of service: suitability of menu design. purchasing.

competitive tendering. negotiating contracts. writing specifications. business expansion targets. satisfaction of current contracts. contract law.3 Financial processes Contracts: nature of contracts. economies of scale. non-profit contracts. fulfilling contract requirements. profit contracts Corporate targets: management targets. opportunities for expansion. bidding for contracts. quality targets BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 119 . competitiveness. breach of contract Financial issues: budget setting and targets. business performance targets. financial targets. profit generation. subsidies Business generation: tendering. acquisitions and mergers. nil profit.

customer issues and quality issues explain the elements of project management which are necessary to ensure effective contract and event management describe the type and level of service associated with a range of contract and event catering occasions explain the purchasing. • • • • 120 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . safety and hygiene problems which can affect the operational success of contract and event catering explain the process involved in drawing up contracts describe the financial issues which affect the implementation of a contract explain the process of business generation within contract and event management evaluate business success and achieving corporate targets in corporate and event management. human resource issues.Outcomes and assessment criteria Outcomes Assessment criteria for pass To achieve each outcome a learner must demonstrate the ability to: 1 Investigate the strategic issues which affect decisionmaking • identify the complex diversity of the contract and event catering sectors. delivering and storage systems associated with different types of contract and event catering explain the importance of a good client and contractor relationship to ensure successful contract and event catering explain the health. including the different types of event and contract service provision describe the component elements of the contract and event describe the strategic issues affecting decisionmaking including marketing and sales issues. • • 2 Explore the operational issues which affect the success of contract and event management • • • • • 3 Appreciate the financial processes involved in tendering and implementation.

It is strongly recommended that when learners are delivering presentations. regulatory. As a result much of the evidence for this unit may be accumulated by learners building a portfolio through work experience. Learning and assessment can be across units. ethical and social requirements D2: Develop productive working relationships with colleagues and stakeholders E1: Manage a budget E2: Manage finance for your area of responsibility E3: Obtain additional finance for the organisation E5: Ensure your own action reduce risks to health and safety E6: Ensure health and safety requirements are met in your area of responsibility E7: Ensure an effective organisational approach to health and safety BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 121 . case studies and/or projects set during periods of work experience in the contract and event management sectors. presentation software. at unit level or at outcome level. Assessment Evidence of outcomes may be in the form of tutor-led tests. researchdriven assignments or case-study scenarios. The relevance of this unit will be greatly improved if it is delivered following a period of industrial work experience for those learners with no previous knowledge of the contract and event management sector of hospitality. LCD projectors. they have access to the latest technological equipment eg laptop computers. This unit will also benefit from a visit from an external speaker such as a contract catering manager or event management organiser. assignments. Links This unit provides and can be linked successfully with: • • • • • • • • • • • • • Unit 4: Food and Beverage Operations Unit 11: Conference and Banqueting Management Unit 15: Marketing Unit 23: Financial Management.Guidance Delivery Wherever possible a practical approach should be adopted using hands-on exercises. This unit links to the following Management NVQ units: A3: Develop your personal networks B8: Ensure compliance with legal.

2003) ISBN 0470832606 Bowdin G et al — Events Management (Butterworth-Heinemann. Allen J and O’Toole W — Festival and Special Event Management (Jacaranda Wiley. Learners will need access to a library with a variety of texts and journals associated with contract and event management operations. 2002) ISBN 047083188X Allen J — Event Planning Ethics and Etiquette: A Principled Approach to the Business of Special Event Management (John Wiley & Sons. Resources It is important for centres to develop supporting relationships with local commercial providers. some drawn from the trade press. are a necessary resource. and the use of relevant software applications. 1995) ISBN 0749417994 Foster-Walker M and Lemaire C — Start and Run an Event Planning Business (Self-Counsel Press. These should be used for visits and as a source of visiting speakers. 2004) ISBN 1932156844 Watt D — Event Management in Leisure and Tourism (Longman. Support materials Books Allen J — The Business of Event Planning: Behind the Scenes Secrets of Successful Special Events (John Wiley & Sons. 1999) ISBN 0471339342 Teare R (editor) — Managing Projects in Hospitality Organizations (Thomson Learning. 1997) ISBN 0442022077 McDonnell I. 1992) ISBN 0304325058 Thoren-Turner K — Start Your Own Event Planning Business (Entrepreneur Press. 2001) ISBN 0750647965 Callow J (editor) — The Sportsworld Guide to Corporate Hospitality (Kogan Page. 2004) ISBN 1551803674 Goldbatt J J — Special Events: The Art and Science of Modern Event Management (Van Nostrand Reinhold. 1998) ISBN 0582357063 Further reading Caterer and Hotelkeeper (Reed Business Information) Cornell Quarterly Croner’s Catering Magazine (Croner Publications) Current Awareness Bulletin for Hospitality Management (HCIMA — published quarterly) Hospitality (Reed Business Information) Hospitality Matters (British Hospitality Association) 122 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . This unit also links with the following blocks of the HCIMA Corpus of Knowledge: OP29: Managing Catering and Multiple Service Contracts OP36: Special Events Management.• • • • F9: Build your organisation’s understanding of its market and customers F10: Develop a customer focused organisation. Case study materials. as well as access to the internet.

conference venue finding Conference Venue Search website www.uk www.sodexho.conferencesearch.co.com) Restaurant Magazine (The Restaurant Game) Voice of the BHA (British Hospitality Association) Websites www.uk www. These resources should be used with caution. Websites often make reference to other internet information sources.org. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 123 .co.uk/~cvs/cvs Learners should be encouraged to consult a wide range of commercial websites to support the evidence they develop for this unit.bacd.uk British Association of Conference Destinations (BACD) British Hospitality Association Caterer and Hotelkeeper website Conference Search website Local Authority Caterers Association People 1st (formerly Hospitality Training Foundation) Sodhexo — provider of food and management services free venue finding service for the UK.bha-online.uk www.sounds-commercial.getfreemag.com www.users.caterer.co.uk www.co.org. venue search.co.uk www.laca.people1st.Hospitality Review (Threshold Press — published quarterly) Hospitality Year Book (HCIMA) Hotel and Restaurant Magazine (Quantum) Hotels (official journal of the International Hotel and Restaurant Association — an online copy is available from www. business meeting venues.globalnet.co.uk www.

124 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .

Learners will explore the current structure of the licensed trade.Unit 13: Learning hours: NQF Level 5: On-Licensed Trade Management 60 BTEC Higher National — H2 Description of unit This unit will allow the learner simultaneously to examine this specialist sector of the hospitality industry and to apply the principles. development and operation of licensed premises and aspects of marketing. knowledge and techniques learned in other units to its unique situations. Summary of learning outcomes To achieve this unit a learner must: 1 2 3 4 Define the current structure of the licensed trade Examine the design. This unit is common to more than one Higher National qualification. It provides learners with both the theoretical and practical skills required to pursue a career in the licensed trade. They will then undertake and review a case study based on a local operation and provide feedback to the owner/manager. covering different types of agreements and licensed premises. development and operation of on-licensed premises Develop a marketing strategy for on-licensed premises Undertake and review a case study of an on-licensed premises development. Learners must ensure that their evidence relates to the sector they are studying. They will examine issues relating to the design. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 125 .

customer and workflow. provision for family areas (indoor/outdoor) Regulatory constraints: licensing law. resources. games. benefits. risk analysis Product development: food. target market identification. current regulatory constraints Systems: eg staffing structure. Point of Sale (POS) materials. timescales. Weaknesses. beverage. tenancy Future developments: national. back bar design 4 Case study Development project: negotiate and agree with relevant people a development project. town houses. health authorities. Amusement with Prizes (AWP) and Amusement with Skills (AWS) Stock and cash control: Electronic Point of Sale (EPOS) systems. themed. yield Evaluate: types of activities undertaken. retention 3 Marketing strategy Marketing skills application: market research. market penetration Sales: merchandising and promotional activities. external. trend identification. feedback to owner/manager 126 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .Content 1 Current structure Brewing and the licensed trade: economic. Opportunities. branded pubs 2 Design. EU influences Types of licensed premises: family. entertainment (consistent with target market) Design: eg internal. personnel policies. resources to be used Focus: food. Return on Capital Employed (ROCE). planning authorities. targets. retail and operating cost analysis. community. timescales. stock and cash control systems Financial investment: eg wholesale and incremental project analysis. economic use of space. weights and measures. payback. objectives. the police. country. interpersonal relationships. recruitment. liquor. Strengths. training. difficulties. licensing justices. development and operation Design: interior and exterior design. company or brewer. social and legislative history Agreements: freehold. Threats (SWOT) analysis. techniques used. discounted cash flow. leasehold. safety. ergonomics. associated integrated software and paper systems Staffing: structures. objectives.

identifying appropriate control systems detail the constraints upon any design and development activity identify appropriate food. systems and financial investment evaluate the project against original objectives. design. timescales and resources to be used. including a development strategy outline the product development area. social and legislative pressures that have created the present structure of the licensed trade and that might determine its future design the production and commercial areas — interior and exterior — of a public house. development and operation of on-licensed premises • describe the economic.Outcomes and assessment criteria Outcomes Assessment criteria for pass To achieve each outcome a learner must demonstrate the ability to: 1 Define the current structure of the licensed trade Examine the design. • • • • • 4 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 127 . 2 • • • • 3 Develop a marketing strategy for on-licensed premises Undertake and review a case study of an on-licensed premises development. liquor and entertainment products for a specific type of public house design staffing structure and a training programme for a specific type of public house carry out a comprehensive market research exercise for licensed premises plan and promote sales on site agree a development project. targets.

The unit enables learners to consider issues beyond the operation of licensed premises. 128 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . LCD projectors. Learners should agree the focus of the study with the tutor and the owner/manager. Presentations by specialists or owners who have had experience of such constraints will add vocational currency and highlight unique aspects that learners may not otherwise come across. Data generated will enable learners to negotiate a suitable case study with a local commercial operation. Small discussion groups followed by feedback will begin to outline the structure. small privately-owned operations. The opportunity to develop a ‘live’ case study — based on on-licensed premises in need of redevelopment — may be provided by a local brewing or pub company. Tutors and learners will initially need to share a common definition of the trade. Based on this. Support from local brewers. Contributions from national organisations may provide access to corporate design policies. but should be addressed here within the specific content of the licensed trade. learners would need to give a presentation of a complete development project to a joint academic and industry panel. It is strongly recommended that when learners are delivering presentations. Substantial case study material will also address aspects that learners may not otherwise experience. They should explore design features. which may have links to marketing departments and feedback from customers.Guidance Delivery This unit addresses management issues for licensed trade operations. Learners should also produce a formal report that reflects the nature of the unit. which again can be supported by visiting speakers. they have access to the latest technological equipment eg laptop computers. as a way of highlighting many of the issues addressed within the unit. which must relate specifically to issues addressed by the content of the unit. such as national chains of family pubs. Tutors should ensure learners experience different characteristics of licensed premises. Assessment Evidence of outcomes may be in the form of presentations to a group. Further considerations that learners should make include regulatory constraints. pub management companies and licensed trade organisations will develop the ideas generated and provide a complete picture of the current state of the licensed trade industry. the delivery of the unit should include trips to breweries and appropriate licensed premises that demonstrate current trends and innovative approaches to trading. which may include representatives from industry such as visiting speakers or owners/managers of premises involved in case study development. The two types of evidence may usefully be integrated. night-clubs and so on. Overall. Access to operations implementing Amusement with Prizes (AWP) and Amusement with Skills (AWS) will establish the issues that must be addressed by organisations wishing to offer such features. presentation software. Marketing principles are linked with other units within the programme.

This unit links to the following Management NVQ units: B1: Develop and implement operational plans for your area of responsibility B2: Map the environment in which your organisation operates B3: Develop a strategic business plan for your organisation B4: Put the strategic business plan into action B8: Ensure compliance with legal. Resources Access to a sufficient number of commercial operations to sustain the delivery of the unit is essential. This unit also links with the following blocks of the HCIMA Corpus of Knowledge: OP04: Food and Beverage Skills and Knowledge OP07: Managing Food Production Operations OP08: Managing Food and Beverage Service OP33: Licensed Retail Management OP38: Statutory Regulations and Legal Requirements. Learners will need access to a library with a variety of texts associated with the licensed trade as well as access to the internet. ethical and social requirements D4: Plan the workforce D7: Provide learning opportunities for colleagues E1: Manage a budget E2: Manage finance for your area of responsibility E6: Ensure health and safety requirements are met in your area of responsibility E7: Ensure an effective organisational approach to health and safety F1: Manage projects F2: Manage a programme of complementary projects F3: Manage business processes F4: Develop and review a framework for marketing. regulatory. These premises should provide access to the latest ICT capacity supporting the licensed trade industry. notably: • • • • • • • • • • • • • • • • • • • • • • • • Unit 9: Hospitality Operations Management Unit 15: Marketing Unit 19: Facilities Management Unit 23: Financial Management. Trade journals and newspapers should be made available to all learners. and the use of relevant software applications.Links This unit links the learner’s knowledge and understanding of the licensed trade sector of the hospitality industry with several other units in the programme. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 129 .

hospitalitynet.bha-online. 2000) ISBN 8175441984 Rutherford D (editor) — Hotel Management and Operations (John Wiley & Sons.com www. 1999) ISBN 0304704288 Johns N and Edwards J S — Operations Management: Resource Based Approach for the Hospitality and Tourism Industries (Thomson Learning. 2002) ISBN 0749438460 Cousins J. 1994) ISBN 0304329223 Kotas R and Jayawardena C — Profitable Food and Beverage Management (Hodder Arnold H&S.org British Hospitality Association Campaign for Real Ale Caterer and Hotelkeeper website Hotel and Catering International Management Association Hospitality Net 130 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .org. Ritchie C and Roberts A — Public House and Beverage Management: Key Principles (Butterworth-Heinemann. 1998) ISBN 0750632860 Flynn M. 2002) ISBN 0582452716 Davis B.uk www.uk www. Stone S and Lockwood A — Food and Beverage Management (ButterworthHeinemann.caterer.Support materials Books Boella M and Pannett A — Principles of Hospitality Law (Thomson Learning. Venues and Conference Centres (Thomson Learning. 2000) ISBN 0826448321 Mill R C. Foskett D and Gillespie C — Food and Beverage Management (Longman.camra. 1994) ISBN 0340595124 Malison S — The Fundamentals of Hospitality Marketing (Thomson Learning. 1994) ISBN 0471285684 Waller K — Customer-centred Performance Improvement for Food and Beverage Operations (Butterworth-Heinemann. 2000) ISBN 0750646780 Forsyth P — Maximising Hospitality Sales: How to Sell Hotels.org. Kaushill S and Kamra K (editor) — Hospitality: Operations and Management (AH Wheeler. 1999) ISBN 0951793659 Further reading Caterer and Hotelkeeper (Reed Business Information) Croner’s Catering Magazine (Croner Publications) Hospitality (Reed Business Information) Voice of the BHA (British Hospitality Association) Websites www. 1999) ISBN 0304704725 Bruning T and Blyth D (editors) — The Publican’s Handbook (Kogan Page. 1996) ISBN 075062812X WSET — Behind the Label (Wine and Spirit Education Trust.org.uk www.hcima.

uk www.co. These resources should be used with caution. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 131 .riph.co.org.www. Websites often make reference to other internet information sources.uk People 1st (formerly Hospitality Training Foundation) Royal Institute of Public Health Wine and Spirit Education Trust Learners should be encouraged to consult a wide range of commercial websites to support the evidence they develop for this unit.uk www.people1st.wset.

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BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 133 . procedures and constraints that influence the management of people within a work environment. such as hospitality. Learners must ensure that their evidence relates to the sector they are studying. Summary of learning outcomes To achieve this unit a learner must: 1 2 3 4 Explain the processes and procedures involved in people management Investigate working relationships within a services industry context Evaluate methods of managing and developing human resources Investigate industrial relations and legislation within the employment relationship.Unit 14: Learning hours: NQF Level 5: People Management 60 BTEC Higher National — H2 Description of unit This unit introduces learners to the techniques concerned with the management of people within service industries. travel. This unit is common to more than one Higher National qualification. sports. The unit recognises the critical role that managing people has in the effectiveness and efficiency of an organisation. tourism. The unit provides learners with the opportunity to examine the various practices. leisure and recreation.

managing tensions and conflict Managing sub-contractors: negotiating targets. associated legislation Services industry context: eg hospitality. induction. cost implications. fractional posts. management development. deadlines and performance standards. public. seasonal. organised. anti-discrimination. flexible staff 134 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . job satisfaction. contracted-out. achieving organisation targets. sub-contracted. labour turnover. peers. promotions. meeting financial targets 3 Managing and developing human resources Motivation: theories. hierarchical eg managerial. for the organisation eg qualified staff. recruitment and selection. on. tourism. performance related pay. personnel specifications. methods. supporting team members. future needs Appraisal and development: schemes. leisure. motivating individuals/teams Training: techniques. preparing employees for progression. team rewards Benefits: for the individual eg motivation. monitoring and assessing performance. private. creating a cohesive workforce. subordinate Lines of authority and communication: within the organisation. pride. sickness benefit.and off-the-job. job enrichment. operating within constraints. sports. craft. recreational industries. improved results due to increase in quality. within the team Roles: operative. market conditions. recruitment sources. matching organisational needs with employee potential Reward systems: pay structures. interviewing techniques. managing poor or ineffective performance. advertising. job enlargement. the labour market. estimating manpower requirements. long-term. qualifications framework. deployment and monitoring of employees. voluntary (not-for-profit) sectors 2 Working relationships Relationships: teams eg ad hoc. consultant. employee involvement. selection tests eg psychometric. in-house. use of part-time and older employees Recruitment and selection: job descriptions. encouraging individuals. travel. short-term. well-motivated staff. outworking. managerial. pensions. incentive schemes. needs analysis and evaluation. demographic issues. intelligence. company share schemes. personality Contracts: types eg full/part-time. external qualifications. relevant legislation eg equal opportunities. individuals. skills shortages. responsibilities Objectives: induction. employee benefits.Content 1 Processes and procedures Manpower planning: process. increase in skilled staff. supervisory. current occupational standards. medical insurance. training and development.

headhunting staff Termination of employment: types of dismissal. arbitration procedures. Equal Pay Act 1970. employment tribunal systems. TUPE (1981). conditions. maternity/paternity issues. codes of practice. working from home) BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 135 . Rehabilitation of Offenders Act 1974. right to trade union membership Employment practices: disciplinary and grievance procedures. redundancy. appeals. the role of ACAS (Advisory. resignation. Race Relations Act 1976. collective bargaining. job restructuring. disciplinary/grievance interviews. unfair dismissal. pay. implications of the Working Time Regulation. Conciliation and Arbitration Service). hours.4 Industrial relations and legislation Contractual regulations: employment contract. disabled provisions. constructive dismissal. first aid requirements. legislation relating to harassment. flexible employment practices eg job share. retirement Legislation: UK and EU employment legislation eg Sex Discrimination Act 1975. the role of trade unions.

Outcomes and assessment criteria Outcomes Assessment criteria for pass To achieve each outcome a learner must demonstrate the ability to: 1 Explain the processes and procedures involved in people management • • • explain how workforce planning is used to assess staffing requirements explain how the general employment environment affects workforce planning within an organisation demonstrate procedures and a range of selection techniques that enable effective recruitment explain the factors that influence working relationships examine lines of authority within a given organisation and explain their purpose discuss roles and responsibilities of employees within a given organisation explain the relevance and objectives of working relationships within an organisation explain the factors to be considered when employing sub-contractors explain the importance of employee motivation and involvement evaluate a range of training techniques employed within a services industry context explain the benefits of training and development to the organisation and the individual explain the role of appraisal and management development schemes within the organisation describe contractual regulations of employment describe at least two recognised employment practices that contribute to effective people management explain the constraints imposed by legislation on termination of employment examine the main features of current employment legislation. 2 Investigate working relationships within a services industry context • • • • • 3 Evaluate methods of managing and developing human resources • • • • 4 Investigate industrial relations and legislation within the employment relationship. • • • • 136 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .

sports. leisure or recreation. travel. Examples include: • • • • • • Unit 1: The Contemporary Hospitality Industry Unit 2: The Developing Manager Unit 3: Customer Service Unit 4: Food and Beverage Operations Unit 5: Rooms Division Operations Unit 7: Industry Experience. A practical approach should be adopted with learners encouraged to seek their own evidence from organisations which they are in contact with. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 137 . examples and case studies should be presented in the context of a relevant services industry. helping to consolidate the learners’ overall learning. case studies. Work experience gained through industrial placement or part-time employment would help learners understand people management in an operational environment. Evidence should be from real situations where possible. examinations or practical exercises using peer groups. Whilst a practical approach to this unit is desirable. sports. Tutors should be aware of the context in which they are delivering the unit and ensure that examples and support materials (eg recruitment and selection documentation. tutors should ensure that contacts and appropriate briefings are made with cooperative organisations well in advance. Work experience gained through industrial placement or part-time employment would help learners understand people management in an operational environment. Where examples are cited.Guidance Delivery This unit can be delivered in a wide variety of contexts. it should not be at the expense of a sound theoretical base. Alternative forms of evidence might include correspondence and research with actual organisations or individuals in relevant service industries. Visits to commercial operations and talks by guest speakers will add currency and vocational depth. As learners are dependent on gathering sensitive information from commercial operations. A planned integrated assignment encompassing several overlapping outcomes in other units would be particularly beneficial. role-play exercises. To ensure maximum realism and relevance. tourism. examples of relevant legislation. such as hospitality. staff handbooks. travel. including hospitality. leisure and recreational industries. Links This unit links with a range of other units. learners should be coached to identify practical issues (eg levels of staff sickness or turnover) and theoretical concepts (eg models for motivating staff). Assessment Evidence of outcomes may be in the form of assignments. tourism. all role-play exercises. codes of practice. case studies) are relevant. particularly those with a focus on the management of people.

2004) ISBN 0131119834 Goldsmith A and Nickson D — Human Resource Management for Hospitality Services (Thomson Learning. 1998) ISBN 0750639148 Bland M and Jackson P — Effective Employee Communications (Kogan Page. such as data protection. regulatory. Tenth Edition (Heinneman Educational. 2002) ISBN 0826457657 Denham P. software packages and appropriate management games can be used to support and enhance the delivery of this unit. ethical and social requirements B9: Develop the culture of your organisation B11: Promote diversity in your area of responsibility B12: Promote diversity in your organisation. 1997) ISBN 1861520956 138 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . Otter R and Martin J — Law: A Modern Introduction (Hodder Arnold H&S. 1999) ISBN 0340704810 Gilmore S A — Cases in Human Resource Management in Hospitality (Prentice Hall. 1992) ISBN 0749407840 Boella M J — Human Resource Management in the Hospitality Industry (Nelson Thornes. Resources Videos.This unit also links to the following Management NVQ units: • • • • • • • • • • B5: Provide leadership for your team B6: Provide leadership in your area of responsibility B7: Provide leadership for your organisation B8: Ensure compliance with legal. Conciliation and Arbitration Service (ACAS) and the Chartered Institute of Personnel and Development (CIPD). 1998) ISBN 0273625276 D’Annunzio-Green N. Maxwell G and Watson S — Human Resource Management: International Perspectives in Hospitality and Tourism (Thomson Learning. Other sources of information can be provided by external organisations eg Advisory. 2000) ISBN 0748754660 Corbridge M and Pilbeam S — Employment Resourcing (FT Prentice Hall. It is advisable that learners have access to personnel software so that they can familiarise themselves with the processes and issues involved. This unit also links with the following blocks of the HCIMA Corpus of Knowledge: OP15: Human Resource Management OP16: Training and Developing Others OP38: Statutory Regulations and Legal Requirements. Support materials Books Barker D and Padfield C — Law Made Simple.

1998) ISBN 0273639102 Riley M — Human Resource Management in the Hospitality and Tourism Industry: Guide to Personnel Management in the Hotel and Catering Industries (Butterworth-Heinemann. Further details and catalogues are available from: Video Arts 6–7 St Cross Street London EC1N 8UA www. 1998) ISBN 0273687131 Further reading Human Resource Management Journal (The Eclipse Group) People Management (Chartered Institute of Personnel and Development/Personnel Publications) Video/DVD Companies such as Video Arts produce a variety of videos which may be useful in covering human resource management topics.investorsinpeople.uk www.uk www.uk a business and economics service for learners and tutors Confederation of British Industry Chartered Institute of Personnel and Development Department for Education and Skills Investors in People Trades Union Congress Learners should be encouraged to consult a wide range of commercial websites to support the evidence they develop for this unit.uk www. Nicholls P and Tailby S — Employee Relations: A Contemporary Perspective (FT Prentice Hall. These resources should be used with caution.dfes. Taylor S and Hall L — Human Resource Management (FT Prentice Hall.co.cbi. 1997) ISBN 0748724044 Mullins L — Management and Organisational Behaviour (FT Prentice Hall.uk Websites www. 1996) ISBN 0750627298 Torrington D.cipd.org.ac.tuc. Team Spirit? and Where There’s a Will. 1999) ISBN 027362525X Jerris L — Human Resources Management (Pearson US Imports.gov. 1999) ISBN 013209164X Maund L — Understanding People and Organisations: Introduction to Organisational Behaviour (Nelson Thornes.uk www.uk www. Websites often make reference to other internet information sources.co.co.org.Hollinshead G.bized. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 139 .videoarts. Examples include Managing Problem People.

140 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .

Learners will investigate marketing in the context of one of today’s competitive service industries. Summary of learning outcomes To achieve this unit a learner must: 1 2 3 4 Investigate the concepts of marketing in a services industry context Analyse the role of the marketing mix Evaluate the components of the promotional mix Analyse the marketing cycle in a services industry environment. This unit is common to more than one Higher National qualification.Unit 15: Learning hours: NQF Level 5: Marketing 60 BTEC Higher National — H2 Description of unit The aim of this unit is to introduce learners to the key concepts and functions of marketing as they apply to services industries. travel. Learners must ensure that their evidence relates to the sector they are studying. The focus of this unit is initially on the concepts of marketing. The unit aims to equip learners with knowledge and understanding of the key factors affecting marketing environments and the role of marketing in different sectors of relevant service industries. tourism. including hospitality. sports. and recreation. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 141 . leisure. moving on to the functional and operational aspects of marketing as the unit progresses.

weaknesses. income. technology. sports. partnerships. decision process. packaging Products/services: characteristics. customer satisfaction/retention. leisure. competitors. wants and demands. social audit. niche marketing. strengths. strategic/tactical marketing. travel. pressure groups Services industry context: eg hospitality. competitor analysis. legal and regulatory considerations. social. unique selling points (USPs). franchising. product strategy/mix. variable. profitability. factors affecting pricing decisions eg demand elasticity. environmentalism. intermediaries.Content 1 Concepts of marketing Core concepts: definition of marketing. value. macro environment demographics. lifecycle. legal. public. reasons for growth. behavioural. vertical/horizontal integration. public policy. voluntary (not-for-profit) sectors 2 Marketing mix Marketing mix elements: nature and characteristics of products and/or services. stakeholders eg suppliers. product mix. features/benefits. test-marketing (simulated and controlled). lifecycle stage. society. cost/benefits. owners. Porter’s competitive forces Consumer markets: central role of the customer. tourism. political. models and types of behaviour. customer culture. ecology. ethics 142 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . economic. third world issues. value chain. price adjustments. pressure groups. break-even. long-term relationships Market segmentation: principles of segmentation. programming. politics. price setting considerations. development processes. branding Place: distribution channels. private. changing emphasis of marketing Marketing environment: micro environment the company. trends eg green issues. segmentation bases eg geographic. product and services markets. efficiency/effectiveness. economy. financiers. policy eg cost-plus. relationship marketing. consumer orientation (internal and external). service quality. gender Ethics and social responsibility: sustainability. local residents. value-based. value and satisfaction. customers. people. impact of technology. concept development and testing. the growth of consumerism. quality. recreational industries. competition-based. technical (PEST) analysis. customer convenience and availability. targeting and positioning. competition. ethical issues Pricing: strategies eg skimming. customer needs. opportunities and threats (SWOT) analysis. culture. competitor orientation. penetration. marketing as a business philosophy. demographic. public relations. physical distribution and logistics.

wants. objectives. location. budgetary considerations. suitability for specific products. branding. analysis. the marketing research process. quality as an influence on customer perceptions Data collection and analysis: needs. measuring current demand. samples. newspapers. industry journals. methods. costs and budgeting Campaign: format. evaluation Communications: range of media eg television. published information. primary research eg questionnaires. target market. sponsorship. reasons for growth.3 Promotional mix Promotional mix: role eg public relations. personal selling. focus group. and outcomes BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 143 . surveys. impact. methods. forecasting and demand measurement. statistics. interviews. evaluation Sales promotion: aims and objectives. positioning of products and services. timescales. and posters. creating copy. tools. radio. government publications. services and markets Marketing plan: implementation. branding and merchandising. communication channels. monitoring and evaluating promotions Advertising: objectives. revisions. online marketing. evaluation eg objectives. magazines. frequency. billboards. limitations. defining the market. secondary research eg internal records. promotional-mix decisions. new and existing products. market information systems. reach. qualitative/quantitative data. evaluation 4 Marketing cycle Research and information: relevance. effective communications. services and markets. advertising and sales promotions. costs.

using examples. the role of the promotional mix plan an advertising campaign for a services industry operation analyse the role that sales promotion and public relations play in promotional efforts explain the relevance of market research to services industry operations undertake market research for an appropriate product or service. • • • • 144 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . using primary and secondary research methods and analyse and evaluate the resulting data analyse the suitability of a range of media for marketing an appropriate product or service evaluate the implementation of the marketing plan for an appropriate product or service. 2 Analyse the role of the marketing mix • • 3 Evaluate the components of the promotional mix • • • 4 Analyse the marketing cycle in a services industry environment.Outcomes and assessment criteria Outcomes Assessment criteria for pass To achieve each outcome a learner must demonstrate the ability to: 1 Investigate the concepts of marketing in a services industry context • • • • explain the core concepts of marketing for a relevant services industry assess the impact of the marketing environment on the industry explain the relevance of consumer markets in the industry identify and explain the rationale for developing different market segments explain the key components of the marketing mix and assess their importance to the industry analyse and evaluate a range of pricing strategies and policies in relation to the industry evaluate.

BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 145 . They should include both private and public sectors of their industry. Learners must also share a common understanding and definition of marketing and the relevant technical terminology. Case studies will enable learners to make comparisons of marketing opportunities and practices in different types of organisations and will support learning for outcomes 2. leisure and/or recreational context. at unit level or at outcome level. Evidence could be at outcome level although opportunities exist for covering more than one outcome in an assignment. leisure and/or recreational context. processes and practices. point of sales materials. Learners should be encouraged to ‘think marketing’ and to become aware of marketing in their everyday lives.Guidance Delivery This unit should be delivered in a sports. Learning and assessment can be across units. as well as profit and non-profit making organisations. this should be achievable without undue difficulty. Although there must be a sound theoretical base for this unit. Teachers should be aware of the implications of the context in which they are delivering the unit and ensure that examples and support materials eg brochures. They should examine marketing practices in a sport. or by learners building a portfolio of evidence. carrying out appropriate marketing research in a relevant services industry. visits to organisations and residential opportunities to cover key sectors of the relevant services industry. Visits to industry exhibitions will enable learners to make comparisons of promotional techniques used by exhibitors to support the delivery of outcome 4. but the recommendation is that centres plan to integrate this unit with others. catalogues. Assessment may consist of a combination of formative and summative assessments. every effort should be made to ensure that a practical. Breadth of knowledge and understanding may be achieved by a combination of visiting speakers. industry-related approach is taken to delivery. leading to rationalised conclusions. This should include subsequent analysis of their findings. 3 and 4. The unit may be delivered as a stand-alone package. Assessment Evidence of outcomes may be in the form of written or oral assignments or tests. It is important for learners to have practical experience of the marketing cycle. case studies are relevant. As marketing underpins business operations. This may be achieved by a combination of visiting speakers and visits to services industry operations to underpin currency and vocational relevance. Learners should also have opportunities for peer and self-assessment in order to develop their skills in being responsible for their own learning and development. The assignments may focus on real problems or case studies. to enable learners to appreciate the differences between marketing services and marketing products as well as the management of intangibles. Moral and ethical issues and examination of different marketing trends in the relevant industry will encourage debate and exchange of ideas that will further develop learners’ understanding of marketing decision-making. Learners will need to have a sound appreciation of marketing strategy.

146 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . including: • • • • • • • • • • • • • • • • • • • • Unit 3: Customer Service Unit 17: Quality Management Unit 20: External Business Environment Unit 21: Business Health Check Unit 22: Small Business Enterprise. Resources Tutors should have experience of working at a senior level in marketing and ideally within the relevant services industry. This unit also links with the following block of the HCIMA Corpus of Knowledge: OP14: Marketing. ever-changing industry. Upto-date journals are important for learners to follow current developments in this competitive. This unit also links to the following Management NVQ units: B1: Develop and implement operational plans for your area of responsibility B2: Map the environment in which your organisation operates B3: Develop a strategic business plan for your organisation B8: Ensure compliance with legal. Commercial operations within the relevant services industry should be approached to supply authentic material for analysis or to support the development of case studies.Links This unit can be linked to other units. depending on the style of delivery and learning. ethical and social requirements C1: Encourage innovation in your team C2: Encourage innovation in your area of responsibility C3: Encourage innovation in your organisation E1: Manage a budget E2: Manage finance for your area of responsibility F1: Manage projects F3: Manage business processes F4: Develop and review a framework for marketing F9: Build your organisation’s understanding of its market and customers F12: Improve organisational performance. regulatory. including use of the internet. Learners must have access to a library and research facilities.

Payne A and Ballantyne D — Relationship Marketing (ButterworthHeinemann. 2001) ISBN 0471354627 Shaw M and Morris S V — Hospitality Sales: A Marketing Approach (John Wiley & Sons. 1994) ISBN 1862504431 Wearne N and Baker K — Hospitality Marketing in the E-Commerce Age (Hospitality Press. Bowen J and Makens J — Marketing for Hospitality and Tourism (Prentice Hall. Lewis B and Vandermerwe S — Services Marketing: European Perspectives (FT PrenticeHall. 2002) ISBN 0471348856 Jobber D — Principles and Practice of Marketing. 1998) ISBN 0273634216 Zeithaml V and Bitner M — Services Marketing (McGraw-Hill Education. 2000) ISBN 0471332704 Lovelock C. 2004) ISBN 0131101005 Reid R and Bojanic D C — Hospitality Marketing Management (John Wiley & Sons. 2000) ISBN 0198775512 Raza I — Heads in Beds: Hospitality and Tourism Marketing (Prentice Hall. 1999) ISBN 0471296791 Wearne N — Hospitality Marketing (Hospitality Press. 1999) ISBN 013095991X Malison S — The Fundamentals of Hospitality Marketing (Thomson Learning. 2003) ISBN 186250511X Woodruffe H — Services Marketing (FT Prentice Hall. Third Edition (McGraw-Hill Education. 1993) ISBN 0750609788 Hsu C H and Powers T — Marketing Hospitality (John Wiley & Sons. 2002) ISBN 0273657917 Christopher M. 2000) ISBN 0826448321 Palmer A — Principles of Marketing (Oxford University Press. 2000) ISBN 0071169946 Further reading Campaign Event marketing European Journal of Marketing Harvard Business Review Journal of Consumer Marketing Journal of Marketing Management Marketing BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 147 .Support materials Books Adcock D et al — Marketing: Principles and Practice (Pearson Education. 2003) ISBN 0877785856 Brassington F and Pettitt S — Principles of Marketing (FT Prentice Hall. 2002) ISBN 0130996114 Lewis R C and Chambers R E — Marketing Leadership in Hospitality: Foundations and Practices (John Wiley & Sons. 2001) ISBN 0077096134 Kotler P.

bized. These resources should be used with caution. 2001) Websites www. Video/DVD The Marketing Mix at Cadbury’s (TV Choice.ac.gov.uk www. Websites often make reference to other internet information sources.Marketing Business Marketing Review Marketing Week Quality daily newspapers contain business sections and market reports.uk a business and economics service for learners and tutors Department for Education and Skills Learners should be encouraged to consult a wide range of commercial websites to support the evidence they develop for this unit. 1998) What is Marketing? (TV Choice. 148 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .dfes. 1998) Marketing Decisions (TV Choice.

such as hospitality and catering.Unit 16: Learning hours: NQF Level 5: Sales Development and Merchandising 60 BTEC Higher National — H2 Description of unit This unit aims to develop the learner’s understanding of the importance of sales development and merchandising techniques in business and services operations. This unit is common to more than one Higher National qualification. used internally and externally. hairdressing and beauty therapy. travel and tourism. Learners must ensure that their evidence relates to the sector they are studying. The unit is broad-based in its approach. covering both theory and practical application of tools and techniques. sports and leisure. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 149 . Summary of learning outcomes To achieve this unit a learner must: 1 2 3 4 Investigate elements of the product in a business and services context Examine external sales development techniques Evaluate the tools and techniques of internal sales promotion and merchandising Analyse the role of staff in maximising sales. to maximise sales from all aspects of the product mix.

benefits and constraints of branding. development processes. sales promotion External merchandising: design aspects — location. travel and tourism 2 External sales development techniques Buyer behaviour: motivation theory. specific promotional training. target markets. incentives and rewards. costs. branding Market segmentation: rationale for segmentation. customer needs and wants. unique selling points (USPs). equipment Internal merchandising: internal signage. evaluating effectiveness. encouraging repeat business Operational design: ergonomics. signage 3 Tools and techniques Design considerations: customer ergonomics — ease of access to product and point of sale. product strategy/mix. test-marketing — simulated and controlled. seasonal opportunities 4 Role of staff Personal selling techniques: non-verbal communication. environment/ambience — heating. up-selling opportunities. matching ‘offer’ to market segment. theme developments Context: eg hospitality and catering. concept development and testing. sales materials. noise. car parking. preparation of sales training programme 150 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . seating. access. life-cycle. equipment Training: incorporation of sales role. recognising market needs. methods of segmentation. link between selling and service. workflow. hairdressing and beauty therapy. sports and leisure. matching activities to market and outlet. electronic sales aids. product knowledge. lighting.Content 1 Product Products/services: characteristics. the purchase decision process Advertising: media selection. positive sales attitude. features/benefits. matching materials to image created by external methods Sales promotions: range of promotional activities.

Outcomes and assessment criteria Outcomes Assessment criteria for pass To achieve each outcome a learner must demonstrate the ability to: 1 Investigate elements of the product in a business and services context • • • review and evaluate the key components of the product evaluate the range of contributions to sales and profit of elements in the product mix analyse how market segmentation contributes to sales maximisation explain the factors affecting buyer behaviour suggest appropriate advertising media for a range of sales development situations evaluate the role of external merchandising in maximising customer volumes explain how design and layout might affect customer spend review and evaluate a range of internal merchandising materials suggest promotional activities for a range of outlets and scenarios apply personal selling techniques explain the influence of operational design on sales revenue identify key principles which should be included in a sales training programme. • • • BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 151 . 2 Examine external sales development techniques • • • 3 Evaluate the tools and techniques of internal sales promotion and merchandising • • • 4 Analyse the role of staff in maximising sales.

• Assessment Evidence for this unit may include individual or group industry-based projects. off-sales. This unit also links to the following Management NVQ units: • • • • • • • A2: Manage your own resources and professional development B1: Develop and implement operational plans for your area of responsibility B8: Ensure compliance with legal. A programme of formal lectures and tutorials will provide the theoretical underpinning knowledge and will contain practical activities in analysing examples of materials from industry and case studies. clothing and related sports goods the product mix: ratios of wet to dry. sales volumes/average spend per head relationship. Learners need to appreciate: • the product: eg alcoholic and non-alcoholic beverages. Links This unit is closely linked with Unit 15: Marketing. analytical case studies. Resources Learners need access to different providers so that they can examine the range of products that are offered. Amusement with Prizes (AWP). This unit also links with the following block of the HCIMA Corpus of Knowledge: OP02: Sales Management in Hospitality. exploring in more depth some of the theories and how to apply those to the licensed retail sector of the hospitality industry. Research will involve visits to local branded and non-branded licensed retail operations to gain first-hand experience of the customer’s perspective and to collect examples of external and internal merchandising materials. 152 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . completed tests and/or evaluations of class-based exercises. ethical and social requirements D2: Develop productive working relationships with colleagues and stakeholders F9: Build your organisation’s understanding of its market and customers F12: Improve organisational performance. relative profit contributions. accommodation. Amusement with Skills (AWS). research-based approach.Guidance Delivery This unit encourages a learner-centred. snacks. regulatory. food. assignments. The use of speakers from the management in the sector will also greatly enhance the quality of delivery in this unit.

2000) ISBN 0071169946 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 153 . 1999) ISBN 013095991X Malison S — The Fundamentals of Hospitality Marketing (Thomson Learning. 2004) ISBN 0131101005 Reid R and Bojanic D C — Hospitality Marketing Management (John Wiley & Sons. Third Edition (McGraw-Hill Education. 1994) ISBN 1862504431 Wearne N and Baker K — Hospitality Marketing in the E-Commerce Age (Hospitality Press. 1995) ISBN 0750619317 Brassington F and Pettitt S — Principles of Marketing (FT Prentice Hall. 1998) ISBN 0273634216 Zeithaml V and Bitner M — Services Marketing (McGraw-Hill Education. 2000) ISBN 0826448321 Palmer A — Principles of Marketing (Oxford University Press.Support materials Books Adcock D et al — Marketing: Principles and Practice (Pearson Education. 2002) ISBN 0130996114 Lewis R C and Chambers R E — Marketing Leadership in Hospitality: Foundations and Practices (John Wiley & Sons. 1990) ISBN 0471289833 Shaw M and Morris S V — Hospitality Sales: A Marketing Approach (John Wiley & Sons. Lewis B and Vandermerwe S — Services Marketing: European Perspectives (FT PrenticeHall. 2003) ISBN 0877785856 Bareham J — Consumer Behaviour in the Food Industry: A European Perspective (Butterworth-Heinemann. 2001) ISBN 0077096134 Kotler P. 1991) ISBN 087005743X Woodruffe H — Services Marketing (FT Prentice Hall. 2003) ISBN 186250511X Weeks A and Mordaunt V — Effective Marketing Management: Using Merchandising and Financial Strategies for Retail Success (Fairchild Books. Bowen J and Makens J — Marketing for Hospitality and Tourism (Prentice Hall. 1994) ISBN 0304328251 Wearne N — Hospitality Marketing (Hospitality Press. 2000) ISBN 0749432810 Raza I — Heads in Beds: Hospitality and Tourism Marketing (Prentice Hall. 1999) ISBN 0471296791 Teare R et al — Marketing in Hospitality and Tourism: A Consumer Focus (Thomson Learning. 2000) ISBN 0471332704 Lovelock C. 2002) ISBN 0273657917 Hsu C H and Powers T — Marketing Hospitality (John Wiley & Sons. 2000) ISBN 0198775512 Randall G — Branding: A Practical Guide to Planning Your Strategy (Kogan Page. 2002) ISBN 0471348856 Jobber D — Principles and Practice of Marketing. 2001) ISBN 0471354627 Seaberg A — Menu Design: Merchandising and Marketing (John Wiley & Sons.

gov. These resources should be used with caution.uk a business and economics service for learners and tutors Department for Education and Skills Learners should be encouraged to consult a wide range of commercial websites to support the evidence they develop for this unit. 1998) What is Marketing? (TV Choice. 2001) Websites www. 1998) Marketing Decisions (TV Choice.Further reading Campaign Marketing Marketing Business Marketing Review Marketing Week Quality daily newspapers contain business sections and market reports.bized. Video/DVD The Marketing Mix at Cadbury’s (TV Choice.dfes.ac. Websites often make reference to other internet information sources.uk www. 154 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .

Learners must ensure that their evidence relates to the sector they are studying. Summary of learning outcomes To achieve this unit a learner must: 1 2 3 4 Examine the concept of quality management in a business and services context Investigate four different quality management schemes appropriate to commercial operations Explore a range of quality controls and assess their benefits to the customer Apply principles of quality management to improve the performance of an organisation.Unit 17: Learning hours: NQF Level 5: Quality Management 60 BTEC Higher National — H2 Description of unit The aim of this unit is to enable learners to understand the concept of quality and quality management and define it in the context of business and services operations. Learners will investigate the major quality schemes and evaluate these in terms of the benefits to the organisation and to the customers they serve. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 155 . This unit is common to more than one Higher National qualification.

effectiveness as a means to improve service quality Communication and record keeping: importance of communication across whole organisation (vertical/horizontal). Citizens Charter. orientation towards customer/staff or organisation. aims and objectives. facilities. record keeping 3 Quality controls Customer information: opening times. action required. notifying actions required. complaints Profile of non-users: majority group. costs. targeted maildrop. priorities for action. Quest. focus groups. competitors. regularity of visits.Content 1 Concept of quality management Define quality: identifying and providing systems to meet/exceed customer needs/expectations. location. Chartermark. areas for improvement. conveying value for money? User and non-user surveys: profile of users. creating true image. reasons for non-use. added value and repeat custom Measurement of quality: systems documentation. encouraging and converting non-users Consultation: questionnaires (distributed internally/externally). notion of self-assessment to establish the current position of an organisation. procedures for all operations. comparison with historical data. staffing levels. expectations/perceptions of service. similar organisations elsewhere. open meetings. spend/visit. value for money. industry standards. blanket maildrop. appropriateness of each to commercial operations Similarities and differences: structures of schemes. facilities used. meeting or exceeding expectations. promotional material. likes. currency. targeting all groups. hairdressing and beauty therapy 2 Four different quality management schemes Rationale: orientation/emphasis of approach eg ISO 9002. comparisons with past performance/future plans (business aims and objectives). staff training needs. responding to customer demand. raising awareness. identification of actions required. complaints procedures. activities. suggestions. suggestion schemes. evaluating own procedures. IIP Organisations: inter-relationships between systems/staff/customer. price lists. barriers to access. travel and tourism. implementation periods. use of documentation. dislikes. establishing agreement through consultation. benchmarking Context: eg hospitality and catering. sports and leisure. needs and expectations. assessment methodology. EFQM. planning for continuous improvement Customer satisfaction: understanding the customer. direct approach to group leaders and groups 156 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . application of standards. industry standards. applications. accuracy and relevance of records kept. preferences.

documentation. response times. feedback and review Service improvements: application of concepts. keeping team updated and engaged. areas for improvement. comparisons with similar organisations/industry standards Staff consultation: setting the scene. communication and reporting mechanisms.Complaints: distribution of forms (send out/collect). against competition. performance indicators. monitoring. customer friendly/ICT friendly. framing questions. applying standards. requirements and commitment from staff. action on improvements. period for remedial action. response time. feedback and review BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 157 . measurement of customer satisfaction 4 Principles of quality management Self-assessment: validity of self-assessment eg subjective. judgement based on current practice. processes involved. against benchmarks for future. explaining rationale (objective of quality scheme). one dimensional. easy to analyse. implementation. administrative processes for communication. communication with complainants. bias. comparison eg with past performance of organisation. internal/external.

Outcomes and assessment criteria Outcomes Assessment criteria for pass To achieve each outcome a learner must demonstrate the ability to: 1 Examine the concept of quality management in a business and services context Investigate four different quality management schemes appropriate to commercial operations • • • • define quality in terms of businesses and services provision define quality in terms of customer satisfaction explain how quality management can be measured describe the rationale underpinning four quality schemes commonly adopted by commercial operations identify the main similarities and differences between four quality management systems explain the importance of communication and record keeping in quality schemes assess the information made available to customers and the importance given to effective marketing evaluate the benefit of user and non-user surveys in determining customer needs examine the methods of consultation employed in one quality scheme to encourage participation by underrepresented groups investigate the value of complaints procedures at two different centres and analyse how each is used to improve quality identify the role of self assessment in order to determine an organisation’s current ‘state of health’ explain the stages of staff consultation necessary for effective implementation of a quality scheme propose new systems or modifications to existing systems that could improve service quality. 2 • • 3 Explore a range of quality controls and assess their benefits to the customer • • • • 4 Apply principles of quality management to improve the performance of an organisation. • • • 158 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .

It is also important that learners have the benefit of site visits to assess for themselves the application of quality management in ‘kite marked’ centres. Combined assessments could also provide opportunities for learners to work in groups and evidence for the final assessment could be provided (at least in part) by a group presentation. reports and individual presentations. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 159 . they have access to the latest technological equipment eg laptop computers. The unit could be delivered by other inputs including lead lectures. Assessment Assessment could be of a formative or summative nature allowing learners either to build upon the principles of quality and quality management and apply these to local commercial operations or carry out a thesis/project approach to the whole unit. Assessments should be planned to allow learners to visit centres that are quality assured (eg they have a quality ‘kitemark’) and assess the effectiveness of the scheme for themselves. It is strongly recommended that when learners are delivering presentations. LCD projectors. Other assessment instruments that would be appropriate to this unit include case studies. Considerable information can be accessed on the web and through published literature. therefore.Guidance Delivery This unit should be delivered as a stand-alone unit though some underpinning knowledge for it is provided by Unit 3: Customer Service. Examples include: • • • • • • • Unit 3: Customer Service Unit 7: Industry Experience Unit 9: Hospitality Operations Management Unit 11: Conference and Banqueting Management Unit 12: Contract and Event Management Unit 13: On-licensed Trade Management Unit 26: Research Project. In doing so learners could also demonstrate the key skill of interacting with groups. case studies. recommended that this unit is delivered after the option unit to provide a logical progression and prepare learners to develop their knowledge base before investigating issues around quality. This unit requires a considerable amount of research and guided reading will be an integral part of the delivery. It is. There is scope to combine assessments across all the unit outcomes by adopting a major project approach (summative format) or assess each unit outcome separately (formative format). Links This unit links with a wide range of others that are dependent on quality issues. presentation software. group work (eg a quality circle) and discussion.

frequently through appropriate journals. They should also have full access to the internet for research purposes. policies and strategies will support learners’ work. Boulter L and Gatford K — The Benchmarking Workout: Toolkit to Help You Construct a World Class Organisation (FT Prentice Hall. 2005) ISBN 0750648376 Bendell T. regulatory. 1997) ISBN 0273626353 Brown M G — Baldridge Award Winning Quality: How to Interpret the Baldridge Criteria for Performance Excellence (Productivity Press. 2000) ISBN 1563272326 160 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . Resources Examples of quality management manuals. There are numerous examples of case studies focusing on business excellence in the public domain. 1992) ISBN 013284902X Bell D et al — Managing Quality (Butterworth-Heinemann. ethical and social requirements B9: Develop the culture of your organisation C1: Encourage innovation in your team C2: Encourage innovation in your area of responsibility C3: Encourage innovation in your organisation C4: Lead change C5: Plan change C6: Implement change F5: Resolve customer service problems F6: Monitor and solve customer service problems F7: Support customer service improvements F8: Work with others to improve customer service F9: Build your organisation’s understanding of its market and customers F10: Develop a customer focused organisation F11: Manage the achievement of customer satisfaction F12: Improve organisational performance. This unit also links with the following block of the HCIMA Corpus of Knowledge: OP22: Managing Quality. Support materials Books Banks J — The Essence of Total Quality Management (Prentice Hall. Learners should be encouraged to read the trade and specialist press and associated websites regularly.This unit also links to the following Management NVQ units: • • • • • • • • • • • • • • • • • • • • B2: Map the environment in which your organisation operates B3: Develop a strategic business plan for your organisation B6: Provide leadership in your area of responsibility B8: Ensure compliance with legal. Case studies at this level will need careful preparation and management.

2001) ISBN 0789011417 Kunst P and Lemmink J — Managing Service Quality — Volume 3 (Paul Chapman. 2000) ISBN 0071165398 Kandampully J. 2005) ISBN 0789027542 Woods R H — Quality Leadership and Management in the Hospitality Industry (SOS Free Stock. Mok C and Sparks B A — Service Quality Management in Hospitality. 1999) ISBN 078795084X Fitzsimmons J A and Fitzsimmons M J (editors) — New Service Development: Creating Memorable Experiences (Sage. Tourism and Lifestyle Concepts: Implications for Quality Management and Customer Satisfaction (Haworth Press. Tourism and Leisure (Haworth Press. 1996) ISBN 0866120696 Zairi M — Benchmarking for Best Practice (Butterworth-Heinemann. 1998) ISBN 0750639482 Further reading Benchmarking: An International Journal Benchmarking for Management and Technology Business Process Management Journal Caterer and Hotelkeeper (Reed International) Harvard Business Review Hospitality (Reed Business Information) Hospitality Year Book (HCIMA) International Journal of Contemporary Hospitality Management Managing Service Quality Total Quality Management Voice of the BHA (British Hospitality Association) Video/DVD Broadcasts of commercial programmes relating to the hospitality industry BBC Learning Zone — hospitality programmes BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 161 . 1994) ISBN 0412602709 Juran J M — Juran’s Quality Handbook (McGraw-Hill Education. 2001) ISBN 0750652713 Thyne M and Laws E — Hospitality.Camp R — Global Cases in Benchmarking (McGraw-Hill Education. 1996) ISBN 0304334855 Oakland J S — Total Organizational Excellence: Achieving World Class Performance (Butterworth-Heinemann. 1998) ISBN 0873893883 Chang R Y and Kelly P K — Improving Through Benchmarking: A Practical Guide to Achieving Peak Process Performance (Pfeiffer Wiley. 1997) ISBN 1853963623 Lockwood A (editor) — Quality Management in Hospitality: Best Practice in Action (Thomson Learning. 2000) ISBN 0761917411 Huxtable N — Small Business Total Quality (Kluwer Academic.

gov.uk www.hcima.org. Websites often make reference to other internet information sources.Websites www.uk www.org.com www.uk British Hospitality Association Caterer and Hotelkeeper website Department for Education and Skills Hotel Catering and International Management Association Learners should be encouraged to consult a wide range of commercial websites to support the evidence they develop for this unit. These resources should be used with caution.caterer.bha-online. 162 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .dfes.

health and safety obligations that fall within the remit of facilities operations and the various administrative systems that support facilities operations. Summary of learning outcomes To achieve this unit a learner must: 1 2 3 4 Investigate the operational responsibilities of a facilities manager Examine the legal. hospitals. universities. educational establishments such as colleges. public arts venues. halls of residence. museums and many other operations which are becoming increasingly dependent on facilities operations.Unit 18: Learning hours: NQF Level 5: Facilities Operations 60 BTEC Higher National — H1 Description of unit This unit develops the essential skills and knowledge required to deliver facilities operations in a wide variety of contexts. Learners will address the broad responsibilities and duties of a facilities manager. This unit is common to more than one Higher National qualification. as distinct from the primary function of the organisation or venue. the legal. Learners must ensure that their evidence relates to the sector they are studying. These include hospitality and leisure venues. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 163 . tourist complexes. health and safety obligations to be addressed by facilities operations Develop and use a range of administrative systems to support facilities operations Use appropriate criteria to carry out evaluation and review of the quality and effectiveness of the facilities. Learners will also evaluate and review the quality and effectiveness of the facilities operation. This unit focuses on the operational and administrative functions of the facilities role.

colleagues. licences. management board/trustees. impact on facilities operations 2 Legal. building and accessibility regulations. electronic). targets Evaluation: purpose. capacity. relevant authorities eg Health and Safety Executive Inspectorate. local authority. management information systems (MIS). sources of information eg customers. personal contract and accountability. employment terms and conditions. types of written and oral feedback. management. recording documentation Health and safety measures: risk assessment procedures. staff. allocation of space. marketing and publicity functions. staff wages. providing information and advice. transfer of undertakings Buildings: uses. maintaining communication systems and databases. refurbishment and development. providing customer care and control. legal issues eg equal opportunities. preventative. electrical. property management systems (PMS). ICT systems. maintenance and refurbishment schedules and records. financial management. training and development. mailing lists/databases. customer records. salaries. compliance. methods of data collection. regulations eg Control of Substances Hazardous to Health (COSHH). archive and record keeping Control systems: budgeting and accounting. accessibility. Environmental Health Officer. validity. expectations and reactions. lines of management responsibility. compliance. discrimination. working time regulations. equipment and resources controls 4 Evaluation and review Criteria: qualitative. dismissal. funding partnerships and sources. planning and scheduling. services management. purchases and sales. relevance. improvements and recommendations 164 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . ancillary services and sales Employer/funding agencies: private and/or public ownership of facilities. accuracy. human resources/manpower planning. maintenance and repair (planned. appraisal. fire authority (expectations and requirements). essential services and supplies (mechanical. statutory contributions Building management: multi-use considerations. reliability. recording documentation 3 Administrative systems Information processing: communications channels. safety and security. emergency/reactive). health and safety obligations Statutory regulations: eg local authority. processing and monitoring sales and bookings.Content 1 Operational responsibilities Staff: structure and responsibilities. objectives. security Customers: identifying and assessing needs. legal obligations and liabilities. employment and insurance law. quantitative.

• 2 Examine the legal. • • BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 165 .Outcomes and assessment criteria Outcomes Assessment criteria for pass To achieve each outcome a learner must demonstrate the ability to: 1 Investigate the operational responsibilities of a facilities manager • • • assess the responsibilities of the facilities manager for staff engaged in facilities operations identify the responsibility the facilities manager has to operational aspects of the building explain. health and safety obligations to be addressed by facilities operations • • • 3 Develop and use a range of administrative systems to support facilities operations • • • 4 Use appropriate criteria to carry out evaluation and review of the quality and effectiveness of the facilities. using examples. the responsibility the facilities manager has towards customers using the facility examine the impact on facilities operations of employers and/or funding agencies assess the statutory regulations that will affect facilities operations in an agreed context explain the health and safety measures that must be implemented by a facilities manager in a given context describe the documentation required to account for compliance with statutory regulations and health and safety measures develop and deploy effective systems for processing information and maintaining communications identify the control systems required for effective facilities operations within an agreed context explain the systems needed by a facilities manager to support effective building management establish appropriate criteria to evaluate the quality and effectiveness of facilities operations implement evaluation and review procedures to analyse the quality and effectiveness of facilities operations.

case studies. examples of documentation. health and safety obligations at an appropriate level. particularly when investigating the operational responsibilities of a manager. sports. travel. Investigative work can include research on the internet as well as with real facilities operators. particularly to cover problem areas that may not occur naturally through visits or visiting speakers. including service industries such as hospitality. This unit is an introductory unit for facilities operations and it is important for learners to have an overview of the obligations rather than an in-depth study of associated laws and regulations. Lectures and seminars can be designed to deliver current knowledge and understanding of professional facilities operations practice. Learners should understand the importance of keeping their knowledge of industry practice up to date. Case studies can be used to highlight key issues. Evidence can be presented as a formal report or through a live presentation to a group. together with an overview of the skills needed to implement such knowledge and understanding in future practice. Assessment Tutors and learners should be aware that delivery of this unit is dependent on the context in which it is set. Learners should ensure that evidence they generate to demonstrate learning outcomes is appropriate to the context in which they work or intend to work. Learners must also share a common understanding and definition of facilities management and the relevant technical terminology. job descriptions. More detailed study of safety management can be achieved through the Higher Nationals in Facilities Management (Unit 4: Safety Management) if required. This should relate to their future career aspirations in order to add value to their work. The unit may be delivered as a stand-alone package. 166 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . Teachers should be aware of the implications of the context in which they are delivering the unit and ensure that examples and support materials (eg marketing materials for the facility.Guidance Delivery This unit can be delivered in a wide variety of contexts. which should include representatives from the facility investigated by the learner. A programme of visits to commercial establishments and visiting speakers will enhance the currency and vocational relevance of this rapidly-developing industry. feedback from facilities users. It is important for learners to understand the differences between the operational and management levels of this area of study. Learners are expected to carry out personal research and investigation based on a facility of their choosing. Learners should consider their capabilities regarding interview skills. leisure and recreational industries. lists of useful websites) are relevant. tourism. Tutors should take care to deliver the knowledge and understanding of legal. but the recommendation is that centres plan to integrate this unit with others.

2003) ISBN 0632064455 Jones C et al — Accommodation Management (BT Batsford. Tutors should also gather a bank of documentation used in facilities operations. ethical and social requirements E4: Promote the use of technology within your organisation E5: Ensure your own action reduce risks to health and safety E6: Ensure health and safety requirements are met in your area of responsibility E7: Ensure an effective organisational approach to health and safety F5: Resolve customer service problems F6: Monitor and solver customer service problems F7: Support customer service improvements F8: Work with others to improve customer service F10: Develop a customer focused organisation F11: Manage the achievement of customer satisfaction F12: Improve organisational performance. This unit also links with the following blocks of the HCIMA Corpus of Knowledge: OP27: Facilities Management OP28: Property and Estates Management. 1998) ISBN 0713469374 Kirk D — Environmental Management for Hotels: A Student’s Handbook (ButterworthHeinemann. Resources It is important that centres establish supportive contact with a range of facilities operations in the local area. Learners will need to make contact with such organisations to develop their investigations into facilities operations. including Unit 19: Facilities Management. This unit also links to the following Management NVQ units: • • • • • • • • • • • • • • • • B1: Develop and implement operational plans for your area of responsibility B2: Map the environment in which your organisation operates B8: Ensure compliance with legal. regulatory.Links This unit has links with a number of other units within this qualification. Case studies will offer the opportunity to develop specific issues. 1996) ISBN 0419205802 Barrett P and Baldry D — Facilities Management: Towards Best Practice (Blackwell Science. Support materials Books Alexander K (editor) — Facilities Management: Theory and Practice (Spon Press. such as marketing and administrative materials. 1995) ISBN 0750623802 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 167 .

168 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . Websites often make reference to other internet information sources.uk www. These resources should be used with caution.ac.com British Institute of Facilities Management a business and economics service for learners and tutors Department for Education and Skills FM Link Future Energy Solutions Learners should be encouraged to consult a wide range of commercial websites to support the evidence they develop for this unit.dfes.com www.future-energy-solutions.gov.bifm. 2004) ISBN 0750659823 Spedding A (editor) — CIOB Handbook of Facilities Management (Longman. 2000) ISBN 0750641150 Ransley J and Ingram H — Developing Hospitality Properties and Facilities (ButterworthHeinemann.bized. 1994) ISBN 0582257425 Further reading Bulletin (BIFM) Facilities Management Journal (Market Place Publishing) Facilities Management UK (Heatherington Enterprises) Facilities Management World (BIFM) International Journal of Facilities Management (E&FN Spon) Premises and Facilities Management (IMP Techpress) Websites www.org.uk www.uk www.fmlink.Medlik S and Ingram H (editor) — The Business of Hotels (Butterworth-Heinemann.

financial and people management. The unit focuses on external issues including customer services. They will also explore a range of strategic issues. services and fabric Consider the strategic issues facing a facilities manager.Unit 19: Learning hours: NQF Level 5: Facilities Management 60 BTEC Higher National — H2 Description of unit This unit builds on Unit 18: Facilities Operations and examines the wider management issues that need to be addressed by a facilities management operation. This unit is common to more than one Higher National qualification. quality and environmental issues. Learners must ensure that their evidence relates to the sector they are studying. as well as the use and management of buildings. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 169 . including project management and health and safety. Summary of learning outcomes To achieve this unit a learner must: 1 2 3 4 Investigate the public image of facilities management Examine the support functions needed to underpin facilities management Assess a range of issues relating to buildings. such as: procurement. Learners will also examine a range of support functions. ICT.

planning and control systems. analysis of requirements. situations. relevant legislation. benchmarking Procurement: resource management. investments. managing and developing human resources. strategy and management. property and asset registers 4 Strategic issues Facilities management strategies: core business. electronic. defining and measuring space. risk identification and management. constraints. team management/building. customer-focused culture. conflict. software. tendering. implications Financial management: sources and flow of finance. licenses. procurement. application and implementation. electrical. quality provision and systems eg Investors in People. pricing management Information management and technology: hardware. procurement officer. problem solving. performance. monitoring and targeting. decisionmaking. insurance.Content 1 Public image Customer services: policy. systems. flow of information. brief. influences eg environmental. working relationships. technological developments. space allocation. socio-economic change. requirements and satisfaction levels. equal opportunities. trends. aesthetic. compliance. opportunities. services eg mechanical. energy management. security. trends. quality. managing portfolios. legislation Property portfolio: legal framework. techniques. external/internal finishes. legal and political environments Project management: project manager. design solutions. maintenance ie planned. cost/budget centres People management: recruitment and selection of staff. preventative. management control systems. benchmarking techniques. pollution 2 Support functions Support services: in-house. purchasing power. sourcing issues. design factors. emergency/reactive Space management: space evaluation. uses. embedding customer service and quality The environment: management of the environment. industrial relations and legislation 3 Buildings. quality control. European Model of Business Excellence. out-sourced. planning and evaluation. evaluation techniques. layouts. applying solutions. regulatory authorities. recording documentation 170 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . collection and analysis of data. facilities management strategies eg sourcing utilities. services and fabric Property: fabric eg building construction and adaptation. tenancy agreements. processes. communication and reporting. risks. contracts. importance to facilities management Safety management: current legislation. service specifications. communication systems. business continuity.

using examples. • • • BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 171 .Outcomes and assessment criteria Outcomes Assessment criteria for pass To achieve each outcome a learner must demonstrate the ability to: 1 Investigate the public image of facilities management • • • assess the delivery of a range of customer services within a facilities management context explain the purpose of embedding customer service and quality within facilities management provision describe different facilities management strategies that contribute to management of the environment describe a range of support functions in a given facilities management context explain the contribution that different support functions make to effective facilities management describe. services and fabric • • • • • 3 4 Consider the strategic issues facing a facilities manager. the effective management of property fabric and services explain how space management impacts on facilities management assess the implications of a property portfolio on wider facilities management issues explain a range of strategies for managing a facility assess the importance of effective project management in managing a facility analyse the implications of safety management in a given facilities management context. 2 Examine the support functions needed to underpin facilities management Assess a range of issues relating to buildings.

Information management and technology can be delivered through researching the range of software available and presentations either by users or suppliers. Tutors should establish relationships with facilities managers in a range of commercial operations. Assessment Facilities management is a service-based sector. It is important for learners to establish good relations with commercial facilities managers in order to provide currency and vocational realism. Evidence can be presented as a formal report or through a live presentation to a group. Tutors should be aware of the links between this unit and Unit 18: Facilities Operations. possibly through personal contact with a facilities management operation or through research using the internet. sports. but rather to clarify how each aspect contributes to effective facilities management. Tutors should be aware of the context in which they are delivering the unit and ensure that examples and support materials (eg case study materials. 172 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . travel. including service industries such as: hospitality. Delivery of issues relating to buildings. This unit is not intended to provide the knowledge and understanding to cover these specialist areas. Such visits should be hosted by a facilities management specialist who has the capacity and knowledge to relate the visit to the unit content. Learners should be encouraged to investigate a range of support issues. leisure and recreational industries. Such managers can be valuable as visiting speakers to underpin topics such as the public image of facilities management or strategic management issues. It is important for learners to understand the differences between operational and management levels of this area of study. Learners should ensure that evidence they generate to demonstrate learning outcomes is appropriate to the context in which they work or intend to work. but the recommendation is that centres plan to integrate this unit with others. tourism. examples of working practices.Guidance Delivery This unit can be delivered in a wide variety of contexts. This may involve briefing the visit host in advance to highlight issues the tutor wishes to cover. Tutors and learners should be aware that delivery of this unit is dependent on the context in which it is set. Learners should also understand the wider aspects of support functions including financial and people management. The unit may be delivered as a stand-alone package. Learners must also share a common understanding and definition of facilities management and the relevant technical terminology. documents such as outsourcing contracts and procurement procedures) are relevant. services and fabric should be supported by visits to relevant commercial operations. which should include representatives from the facility on which the learner’s work is focused.

Learners will need to make contact with such organisations to develop their investigations into facilities management and to support issues relating to property fabric and services. 2003) ISBN 1844800881 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 173 . ethical and social requirements E4: Promote the use of technology within your organisation E5: Ensure your own action reduce risks to health and safety E6: Ensure health and safety requirements are met in your area of responsibility E7: Ensure an effective organisational approach to health and safety F5: Resolve customer service problems F6: Monitor and solve customer service problems F7: Support customer service improvements F8: Work with others to improve customer service F10: Develop a customer focused organisation F11: Manage the achievement of customer satisfaction F12: Improve organisational performance. Support materials Books Alexander K (editor) — Facilities Management: Theory and Practice (Spon Press. This unit also links to the following Management NVQ units: • • • • • • • • • • • • • • • B2: Map the environment in which your organisation operates B8: Ensure compliance with legal. regulatory. Case studies will also offer the opportunity to develop specific issues. Tutors should include their own centre when considering such facilities. This unit also links with the following blocks of the HCIMA Corpus of Knowledge: OP27: Facilities Management OP28: Property and Estates Management. Information management and technology forms a key area and centres should ensure they have appropriate software for demonstration purposes. Tutors should also gather a bank of documentation used in facilities management. such as customer service policies. service specifications for outsourcing or procurement procedures. 1996) ISBN 0419205802 Barrett P and Baldry D — Facilities Management: Towards Best Practice (Blackwell Science.Links This unit has links with a number of other units within this qualification. including Unit 18: Facilities Operations. 2003) ISBN 0632064455 Cole G A — Management Theory and Practice (Thomson Learning. Resources It is important that centres establish supportive contact with a range of facilities operations in the local area.

Jones C et al — Accommodation Management (BT Batsford, 1998) ISBN 0713469374 Kirk D — Environmental Management for Hotels: A Student’s Handbook (ButterworthHeinemann, 1995) ISBN 0750623802 Medlik S and Ingram H (editor) — The Business of Hotels (Butterworth-Heinemann, 2000) ISBN 0750641150 Park A — Facilities Management: An Explanation (Palgrave Macmillan, 1998) ISBN 0333737989 Ransley J and Ingram H — Developing Hospitality Properties and Facilities (ButterworthHeinemann, 2004) ISBN 0750659823 Spedding A (editor) — CIOB Handbook of Facilities Management (Longman, 1994) ISBN 0582257425 Wustemann L et al — Facilities Management Handbook (LexisNexis, 2003) ISBN 0754523748 Further reading Bulletin (BIFM) Facilities Management Journal (Market Place Publishing) Facilities Management UK (Heatherington Enterprises) Facilities Management World (BIFM) International Journal of Facilities Management (E&FN Spon) Premises and Facilities Management (IMP Techpress) Websites www.bifm.org.uk www.bized.ac.uk www.dfes.gov.uk www.fmlink.com www.future-energy-solutions.com British Institute of Facilities Management a business and economics service for learners and tutors Department for Education and Skills FM Link website Future Energy Solutions

Learners should be encouraged to consult a wide range of commercial websites to support the evidence they develop for this unit. Websites often make reference to other internet information sources. These resources should be used with caution.

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Unit 20:
Learning hours: NQF Level 5:

External Business Environment
60 BTEC Higher National — H2

Description of unit
This unit investigates the external factors that affect the operation and strategic development of commercial organisations, with a focus on business and services operations, such as hospitality and catering, hairdressing and beauty therapy, sports and leisure, travel and tourism. It is a broad-based unit covering the diverse range of external influences that affect business development, including socio-economic change, legal and political issues and the statutory requirements for establishing and developing a business operation. The unit provides the basis for more specific specialist study in aspects of business management. This unit is common to more than one Higher National qualification. Learners must ensure that their evidence relates to the sector they are studying.

Summary of learning outcomes
To achieve this unit a learner must: 1 2 3 Investigate the impact of socio-economic change on the development of commercial organisations in a business and services industry context Investigate how the legal and political environments affect business and service industries Consider the statutory requirements for establishing and developing a business and services operation.

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Content

1

Socio-economic change Structure and operation of UK economy: market structure, perfect/imperfect competition, oligopoly, duopoly and monopoly, national/local factors, determinants of free-market economy Government economic policy: aims and influence, effects on employment policy, inflation, balance of payments, economic growth in industry sector, current issues Income, wealth, employment and occupational distribution: structure and composition of business and services industry, patterns of demand for business and services, the socioeconomic framework of demand, labour demand in industry sector Demographic trends: geographical pattern of labour demand, nature of employment in business and services industries, employment profiles eg age, sex Social structures: types of people employed, geographical variations, self-employed, unemployed, labour turnover, levels of pay Industry context: eg hospitality and catering, hairdressing and beauty therapy, sports and leisure, travel and tourism

2

Legal and political environments Structure, operation and influence of local government: structure, areas of control, limits of authority, interface with national government, powers affecting business and services industries Role and influence of the EU: history of the EU, relationship with national and local government, influence of the EU directly/indirectly on business and services industries Pressure groups: role, types, political influence, why they emerge, reasons for existence, memberships, influence of pressure groups on government, national and local issues, overall impact Legal framework within the UK: role of legislation within the UK, regional variations, English system versus Scottish system, legal influences directly affecting business and services industries, impact of national parliaments/assemblies Legislative process: the structure of the legal system, the legislative process in relation to national and local government, the legislative process and the individual

3

Statutory requirements Business and services operations: types eg private ownership, partnership, companies, public, private, limited by shares, limited by guarantee, unlimited companies, business names Registered companies: formation, structure, processes, dissolution, memorandum of association, articles of association, statutory declaration, statutory list, responsibilities and control eg agents, directors, senior executives, different types of company meetings, voting rights

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Outcomes and assessment criteria

Outcomes

Assessment criteria for pass To achieve each outcome a learner must demonstrate the ability to:

1

Investigate the impact of socio-economic change on the development of commercial organisations in a business and services industry context

• • •

describe the structure and operation of the UK economy explain current government economic policy and its effect on business and services industries explain income, wealth, employment and occupational distribution in relation to the provision of business and services operations assess the demographic trends that influence employment patterns in business and services industries analyse the social structures of people employed in business and services industries describe the structure, operation and influence of local government evaluate the role and influence of the EU, and its impact on business and services industries assess the role of pressure groups and their political influence in relation to national and local issues summarise the legal framework within the UK, identifying the main differences between the English and Scottish systems explain the legislative process as it affects business and services industries at both local and national level describe the different types and characteristics of business that operate within the business and services sector explain, using examples, the legal processes necessary for formation and dissolution of a registered company describe the structure and processes which determine the responsibilities and control within a registered company.

• 2 Investigate how the legal and political environments affect business and service industries • • • •

• 3 Consider the statutory requirements for establishing and developing a business and services operation. •

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Guidance

Delivery This unit can be delivered as a stand-alone package or integrated with others. For learners to gain the most benefit from this unit, tutors should ensure that it is delivered in the context of study appropriate to the learners’ needs, for example hospitality and catering, hairdressing and beauty therapy, sports and leisure, travel and tourism. Support materials should reflect the focus of the context in which the unit is being delivered. Much can be achieved through discussion groups about various aspects of socio-economic change. Research into issues such as demographics can support such discussions. A debate forum can also be a useful way of exploring some of the issues covered by the content of this section. Visiting speakers from national and multinational organisations will support the context of this section. Other invited speakers could include representatives from industry-led groups such as the Sector Skills Councils or the Learning and Skills Council. The section on legal and political environments will require formal input to present a comprehensive summary of issues such as the structure, operation and influence of local government and the role and influence of the EU. Support from local political networks can be useful, but should be handled sensitively to avoid any risk of political bias. Once this has been achieved, further discussion and debate will extend learners’ thinking and enhance their approach to the development of knowledge and understanding. Statutory requirements will again require formal input to establish the frameworks for different types of organisation and the procedures for establishing and dissolving business organisations. Visiting speakers can be drawn from legal advisers such as solicitors and other sources of advice such as business counsellors and banking experts, as well as local business people who have direct experience of such activities. Once again, debate and discussion can highlight advantages and disadvantages of different approaches. Tutors should develop links with appropriate local businesses, which can be used to provide real supporting materials to underpin various issues. Appropriate case study material will enhance the delivery of this unit. For those learners with no previous knowledge of the appropriate industry, the unit will be more relevant if it is delivered following a period of industrial work experience. Learners will benefit from exposure to business and services commercial operations. Wherever possible, a practical approach should be adopted with the use of appropriate case studies. Assessment This unit addresses issues relating to the external business environment within the business and services sector. This includes sports and leisure, hospitality and catering, hairdressing and beauty therapy, travel and tourism. Learners should only be expected to provide evidence from the sports and leisure sector, although some comparisons with other industries would be useful. Tutors should be conscious of the risk of evidence being too theoretical, resulting in a dry and meaningless portfolio of evidence. It is important for learners to base evidence on real local businesses where possible. Case study material based on recent business events will add further to currency and vocational realism. Evidence of outcomes could be in the form of assignments, case studies, projects set during periods of work experience in business and services industries and/or tests/examinations.

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This unit relies heavily on learners investigating the external factors which affect the operation and strategic development of business and services industries. As a result, some of the evidence may be accumulated by learners building a portfolio, which is best achieved through work experience. Links This unit can be linked with a number of units, including: • • • • • • • • • • Unit 3: Customer Service Unit 19: Facilities Management Unit 24: Information Management and Technology.

This unit also links to the following Management NVQ units: A2: Manage your own resources and professional development A3: Develop your personal networks B2: Map the environment in which your organisation operates B8: Ensure compliance with legal, regulatory, ethical and social requirements B9: Develop the culture of your organisation F12: Improve organisational performance.

This unit also links to the following block of the HCIMA Corpus of Knowledge: OP25: The European Business Environment.

Resources Most clearing banks offer business packs which could serve as a useful teaching resource. Additionally, Learning and Skills Councils and Chambers of Commerce can provide a wealth of information to complement learning activities. Support materials Books Baron D — Business and its Environment (Prentice-Hall, 2002) ISBN 0130470643 Blair A and Hitchcock D — Environment and Business (Routledge, 2000) ISBN 0415208319 Butler D — Business Planning: A Guide to Business Start-up (Butterworth-Heinemann, 2000) ISBN 075064706X Campbell D and Craig T — Organizations and the Business Environment (ButterworthHeinemann, 2005) ISBN 0750658290 Cole G A — Management Theory and Practice (Thomson Learning, 1996) ISBN 1858051665 Dawson S — Analysing Organisations (Palgrave Macmillan, 1996) ISBN 0333660951 De la Torre J and Truitt W B — Business Planning: A Comprehensive Framework and Process (Greenwood Press, 2001) ISBN 1567204759 Denham P, Otter R and Martin J — Law: A Modern Introduction (Hodder Arnold H&S, 1999) ISBN 0340704810

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Yu L — The International Hospitality Business: Management and Operations (Haworth Press, 1999) ISBN 078900559X Websites www.bized.ac.uk www.dfes.gov.uk www.future-energy-solutions.com a business and economics service for learners and tutors Department for Education and Skills Future Energy Solutions

Learners should be encouraged to consult a wide range of commercial websites to support the evidence they develop for this unit. Websites often make reference to other internet information sources. These resources should be used with caution.

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Unit 21: Learning hours: NQF Level 5: Business Health Check 60 BTEC Higher National — H2 Description of unit This unit introduces learners to the process of carrying out a business health check. Learners will also develop techniques that review management and staffing skill and enable them to respond to new challenges. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 181 . Learners will learn how techniques can be applied to track the progress of a business and amend its direction depending on what is happening inside and outside the business at any time. This unit is common to more than one Higher National qualification. Summary of learning outcomes To achieve this unit a learner must: 1 2 3 Review the focus of the business Develop plans for the business Evaluate and develop skills of management and staff. Learners must ensure that their evidence relates to the sector they are studying.

strengths and weaknesses. resources. action planning. medium. stakeholders. limitations of advice and support. setting clear targets. costs/benefits analysis Support and advice: free and paid-for help.Content 1 Focus of the business Focus: current positioning of business. current/future aims eg short-. record keeping 182 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . distracters. laws and regulations (including updating). assess targets set. effectiveness. quality. opportunities. business image. finances. successes. sources of advice and guidance. priorities. effect of current performance on the business. internal. linking skills targets to business targets. financial management systems. relevant information. productivity. skills and abilities (technical. other relevant information.and long-term. design. sales. marketing. threats 2 Develop plans Review: eg products/services. record keeping Business planning: forecasting eg for marketing and sales. networks. roles and responsibilities of staff and management. performance monitoring. make informed judgements Planning and development: assessing re-skilling/up-skilling needs. service. appropriate sources of advice. staffing. risk assessment. operational. advice and training. information handling and administration 3 Evaluate and develop skills Evaluate: monitor performance eg current experience. fees. potential for business improvement Factors impacting on the business: external. managerial). personal contacts. timescales. overall business performance.

2 Develop plans for the business Evaluate and develop skills of management and staff.Outcomes and assessment criteria Outcomes Assessment criteria for pass To achieve each outcome a learner must demonstrate the ability to: 1 Review the focus of the business • • • analyse the objectives of the business describe factors that impact on the business determine potential improvements to the business organisation and/or operation review the effectiveness of the business develop plans to improve the business evaluate the current skills of management and staff outline plans for the development of skills for management and staff explain what sources of support and advice are available and how they can contribute to business development. • • • • • 3 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 183 .

The unit may be delivered as a stand-alone package. These again will vary. cuttings from the business press) are relevant. but the recommendation is that centres plan to integrate this unit with others. premises. or problems with suppliers or backers. specialist consultants. In reviewing a business in order to develop plans. mentors. evaluating actual performance against targets. business advisers. 184 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . non-executive directors. External factors can include: customer demand. and the working environment. directing learners in how to interpret financial statements. coaches or mentors. Learners need to understand the range of support and help they can utilise when carrying out a business health check. the design and quality of the products or services. profitability. laws or regulations that apply to the business. Learners should understand the need to take into account the interests of stakeholders. staff. cutting costs or putting up prices. including finance. establishing new markets. such as processing materials or disposing of waste. developing new products and services or improving existing ones. Threats that learners should consider might include changes in the market for the business’s products and services. materials. tutors may choose for the learner group to work as a whole unit to support an existing business. customer and employee satisfaction. competition. Capacity is limited by the time frame for delivering and assessing the unit and a wider coverage can be achieved through a group effort. travel. Business priorities will vary and discussion groups will enable learners to consider a broad range of issues. leisure and recreational industries. staff. Learners should also consider the location of the business and environmental issues. including service industries such as hospitality. business advice centres. backers and suppliers. for example. or to use a case study. equipment. productivity and product development. such as owners. how effectively the business is managed. Internal factors that may impact on the business include the organisation of staff. These areas highlight the focus of the unit: to develop learners’ understanding of how to carry out the processes supporting a business health check. depending on the perspective of the learner and his or her focus of study. case studies. Discussion groups can also support consideration of factors that can impact on the business. It is important to understand the development of health-check processes for the outcome of this unit. tools and equipment. sales and marketing issues. accountants and other professionals. such as turnover. Tutors should be aware of the context in which they are delivering the unit and ensure that examples and support materials (eg copies of mission statements. staff training and attitude. new laws. Tutors should resist.Guidance Delivery This unit can be delivered in a wide variety of contexts. Learners can also discuss the resources that support a business. business plans. Discussion groups could focus on opportunities that include expanding the existing market of a business. competition from other businesses. Sources of advice and guidance they can explore include: business associates. materials and staff needed to run the business and any new developments in technology and materials (such as information and communications technology). sport. Tutors should also develop learners’ understanding of a range of opportunities and threats that may impact on a business. or simplifying the organisation or operation of the business. counsellors. sales and marketing. quality of products or services. tourism. customers. the tools. Operational issues could cover interpreting financial statements or reports. the amount of money or backing that is available to the business.

discussion groups.Learners can also discuss the benefits to be gained from personal contacts. through training events. with business associates. It is essential that learners confirm the outcomes of their work with the tutor before presenting them to a business manager or owner. Links This unit has links with a number of other units within this qualification. although there are issues of confidentiality and tutors should consider the time required to observe such presentations on an individual basis. or through the development of networks. Tutors and learners should take into consideration the core operation of the business being investigated and ensure that links with other relevant units are reflected in their work. for example. the evidence can be presented in written report format. Specialists could be invited in as guest speakers. suppliers. This unit also links to the following Management NVQ units: • • • • • • • • • • • • • B1: Develop and implement operational plans for your area of responsibility B2: Map the environment in which your organisation operates B3: Develop a strategic business plan for your operation B4: Put the strategic business plan into action B9: Develop the culture of your organisation B10: Manage risk B11: Promote diversity in your area of responsibility B12: Promote diversity in your organisation C1: Encourage innovation in your team C2: Encourage innovation in your area of responsibility C3: Encourage innovation in your organisation C4: Lead change C5: Plan change BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 185 . which itself will result in a more in-depth business health-check being carried out. In return. Either form of assessment is equally valid in the business world. Learners can arrange to work in pairs and share the delivery of the presentation. trade associations or clubs. A clear policy statement from the centre reflecting this may encourage local industry to support both delivery and the generation of appropriate evidence. which would add valuable currency to the focus of the unit. The results of learners’ work can be demonstrated through a presentation. This is to ensure the accuracy and validity of the guidance being proposed. Assessment Evidence should be gathered where possible from links with local business organisations willing to support the delivery of this unit. members of professional associations and through internet chat rooms. where consultants may be asked to provide feedback in different ways. Learners must respect the confidential nature of data and other business-orientated information generated by their investigations. Alternatively. for example. learners can then carry out an effective business health-check based on a real business with potential outcomes.

This can be delivered to learners either as stand-alone presentations of business practice. This should be supported by case studies used to illustrate theoretical points and issues. 2001) ISBN 1567204759 Foster-Walker M and Lemaire C — Start and Run an Event Planning Business (Self-Counsel Press. 1999) ISBN 157410117X Bangs D H — The Market Planning Guide: Creating a Plan to Successfully Market Your Business. Resources The principle resource for this unit is access to a range of local business operations who are willing to co-operate with delivery and assessment. Product or Service (Dearborn Trade Publishing. which will contribute to vocational realism. Support materials Books Ace C — Effective Promotional Planning for E-Business: A Practical Guide to Planning and Implementing a Promotional Plan That Works! (Butterworth-Heinemann. Tutors should also establish relationships with business consultants and other providers of business support. 2001) ISBN 0750652683 Arkebauer J B and Miller J — Leading Edge Business Planning for Entrepreneurs (Dearborn Trade Publishing. or as part of a real business health-check being provided for a local organisation. 1995) ISBN 0333624890 Cole G A — Management: Theory and Practice (Thomson Learning. 1995) ISBN 0333608887 Butler D — Business Planning: A Guide to Business Start-up (Butterworth-Heinemann. 2000) ISBN 075064706X Chapman J — Successful Business Recovery Planning in a Week (Hodder Arnold H&S. together with current cuttings and reports from the business press. 2002) ISBN 0340804939 Chattell A — Managing for the Future (Palgrave Macmillan. This unit also links with the following block of the HCIMA Corpus of Knowledge: OP19: Establishing a Small Business. 1996) ISBN 1858051665 De la Torre J and Truitt W B — Business Planning: A Comprehensive Framework and Process (Greenwood Press. 2002) ISBN 0793159717 Bowman C and Asch D — Managing Strategy (Palgrave Macmillan.• • • • • • • • • C6: Implement change D5: Allocate and check work in your team D6: Allocate and monitor the progress and quality of work in your area of responsibility E1: Manage a budget E2: Manage finance for your area of responsibility E3: Obtain additional finance for the organisation E5: Ensure your own action reduce risks to health and safety F12: Improve organisational performance. 2004) ISBN 1551803674 186 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . in return for practical guidance through the outcome of learners’ work.

2004) ISBN 0967840236 Thoren-Turner K — Start your own Event Planning Business (Entrepreneur Press. These resources should be used with caution. 2004) ISBN 1932156844 Woods K — From Acorns: How to Start Your Brilliant Business from Scratch (Prentice Hall.gov.uk www. Websites often make reference to other internet information sources.uk BizCoach.bizcoach.dfes.uk www.bized. 2004) ISBN 1405801549 Websites www.Patsula P J — Successful Business Planning in 30 Days: A Step by Step Guide for Writing a Business Plan and Starting Your Own Business (Patsula Media.ac.org www.org — common questions asked by small-business owners a business and economics service for learners and tutors Confederation of British Industry — the UK’s leading employers’ organisation Department for Education and Skills Learners should be encouraged to consult a wide range of commercial websites to support the evidence they develop for this unit. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 187 .cbi.org.

188 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .

Learners must ensure that their evidence relates to the sector they are studying. The unit draws together many of the topics covered in other units and allows learners to practise the business skills required in a small business. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 189 .Unit 22: Learning hours: NQF Level 5: Small Business Enterprise 60 BTEC Higher National — H2 Description of unit The unit is primarily designed for learners who are interested in small business enterprises and looks at the development and expansion of such businesses. Summary of learning outcomes To achieve this unit a learner must: 1 2 3 4 Investigate performance of a selected small business enterprise Propose changes to improve management and business performance Revise business objectives and plans to incorporate proposed changes Examine the impact and management of change in the business operations. This unit is common to more than one Higher National qualification.

use of technology Analysis of business information: analysis of past and current business information — financial. production/output. management effectiveness — using ratios. milestones. finding solutions and alternatives. use of business plans. research techniques. availability and use of outsourcing for specific functions eg payroll. evaluating projects. sales. personnel). development of self and associated personnel. internal and external factors affecting business performance. production. comparisons should cover all areas — financial. market research results. anticipating possible obstacles/problems Management of change: monitoring effects of change. assessing costs and benefits of self and staff development 3 Business objectives and plans Business objectives: structure of business objectives. budgeting for changes. sales and marketing. debt collection Maintaining and strengthening existing business: maintaining appropriate performance records. evaluation of plans against business objectives. responsibilities and liabilities of owner-manager Comparative measures of performance: comparisons with other similar-sized businesses in same geographical area. setting deadlines 4 Impact and management of change Impact of change: effects of change on all areas of business — finance. performance measures. importance of good customer/supplier/advisor relationships New opportunities: identifying areas for expansion eg niche markets and export opportunities where appropriate. production methods. objectives of the business. comparisons with businesses in same or similar industry. job roles. human resource efficiency. use of technology. impact of changes on business plans Business plans: structure of integrated business plans (financial. sources and availability of professional advice in appropriate areas. production. preparation of business forecasts Action plans: plans to implement changes. assessing project requirements. marketing. business reports eg production efficiency 2 Improve management and business performance Overcoming weaknesses: problem-solving strategies. constraints and restrictions on business. risk assessment Evaluation of management and personnel: skills audit. maintaining systems and records to evaluate impact of change. human resources. monitor and evaluate changes. budget information. physical aspects eg office space. performance measures. appropriate revision of plans in response to actual results 190 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . assessment of business objectives in the light of current performance. workloads.Content 1 Investigate performance Business profile: components of the business. marketing information. sales. maintaining market share/position. comparisons with industry averages. making changes to business objectives. SWOT analysis. building on business strengths. self-evaluation. incorporating changes to plans. systems to manage. costing and finding finance for new projects. morale.

• • • BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 191 .Outcomes and assessment criteria Outcomes Assessment criteria for pass To achieve each outcome a learner must demonstrate the ability to: 1 Investigate performance of a selected small business enterprise Propose changes to improve management and business performance • • • • • • describe the profile of a selected small business review and analyse the performance of the business identify strengths and weaknesses of the business recommend appropriate actions required to overcome the weaknesses identified investigate ways in which existing performance could be maintained and strengthened suggest new areas in which the business could be expanded. justifying suggestions review existing business objectives and plans revise business plans to incorporate appropriate changes prepare action plans to implement changes assess the impact of changes on the business and associated personnel explain how the implementation of changes will be managed in the business monitor improvements in business and management performance over a given timescale. 2 3 Revise business objectives and plans to incorporate proposed changes • • • 4 Examine the impact and management of change in the business operations.

Learners should be exposed to a variety of case studies from the hospitality industry in order to gain coverage of the different aspects of small business management and development. In developing an awareness of business objectives and plans. Family businesses may also provide opportunities for generating evidence. In order to gain an insight into the issues facing small businesses. Some learners may be in a position to use their own employment as a basis for the course. learners should be realistic and demonstrate an awareness of the environment in which small businesses operate. learners should consider some of the hospitality-specific issues. including high susceptibility to economic fluctuation and small profit margins. case study material may be provided for the learner. This unit also links to the following Management NVQ units: A3: Develop your personal networks 192 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . Assessment Learners will be expected to provide evidence of an investigation into the performance of a selected small business. Although there are generic issues which affect all small businesses. including: • • • • • • Unit 20: External Business Environment Unit 21: Business Health Check Unit 23: Financial Management Unit 24: Information Management and Technology Unit 25: Introduction to Internet and E-Business. They will need to be able to identify the specific problems that a small business can face and find workable solutions to ensure continuation of the business. if necessary. Visits to local business enterprises would also help to develop learners’ understanding of the current issues affecting these enterprises. such as those operating a small business or organisations that support small businesses. Tutors should be aware that evidence collected from a real business is always most useful for learners but. Links The unit can be linked with a number of others. When proposing changes to improve the performance businesses. Although there are limitations to the level of reality that can be achieved. Tutors are advised that economic shifts and changes in legislation or fiscal policy will have an impact on the validity of recommendations that learners make.Guidance Delivery This specialist unit enables learners to explore the performance of a small business enterprise and consider the critical management issues involved in ensuring its success. learners would benefit from guest speakers. learners should consider realistic scenarios and understand the implications of proposed changes on the operation of the business. wherever possible learners should focus their investigation on real businesses in order to minimise the levels of simulation that are necessary.

2004) ISBN 0967840236 Scarborough N M and Zimmerer T W — Effective Small Business Management: An Entrepreneurial Approach (Prentice Hall. 2001) ISBN 1567204759 Foster-Walker M and Lemaire C — Start and Run an Event Planning Business (Self-Counsel Press. The Open University Business School Small Business Programme publications provide a series of titles covering accounting and finance. and human resource management and recruitment. regulatory. 2004) ISBN 1551803674 Patsula P J — Successful Business Planning in 30 Days: A Step by Step Guide for Writing a Business Plan and Starting Your Own Business (Patsula Media. Support materials Books Arkebauer J B and Miller J — Leading Edge Business Planning for Entrepreneurs (Dearborn Trade Publishing. Local government reports and statistics relating to small businesses are available in most public libraries.• • • • • • • • • B2: Map the environment in which your organisation operates B3: Develop a strategic business plan for your organisation B8: Ensure compliance with legal. 2002) ISBN 0130081167 Stokes D — Small Business Management (Thomson Learning. Product or Service (Dearborn Trade Publishing. 1999) ISBN 157410117X Bangs D H — The Market Planning Guide: Creating a Plan to Successfully Market your Business. Each publication provides knowledge and case study examples. 2000) ISBN 075064706X De la Torre J and Truitt W B — Business Planning: A Comprehensive Framework and Process (Greenwood Press. 2001) ISBN 0749434996 Butler D — Business Planning: A Guide to Business Start-up (Butterworth-Heinemann. 2002) ISBN 0793159717 Brown R (editor) — The Business Plan Workbook (Kogan Page. ethical and social requirements C5: Plan change E1: Manage a budget E2: Manage finance for your area of responsibility E3: Obtain additional finance for the organisation F12: Improve organisational performance. product development and marketing. Higher National Diploma learners will need to be given realistic case studies. This unit also links to the following block of the HCIMA Corpus of Knowledge: OP19: Establishing a Small Business. In some cases a video or audio tape is also available. Contact the Open University for details. Resources Some learners may be able to use their own experience of small business as a basis for work on the course. 2002) ISBN 0826456790 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 193 .

Vass J (editor) — The ‘Which?’ Guide to Starting Your Own Business: How to Make a Success of Going Alone (Which? Books.smallbusinessbureau.uk www. 2004) ISBN 1405801549 Zimmerer T — Essentials of Entrepreneurship and Small Business Management (Prentice Hall.fsb.org www.british-franchise.sfedi. 1990) ISBN 0631172548 Woods K — From Acorns: How to Start Your Brilliant Business from Scratch (Prentice Hall.org.org.co.org. A catalogue is available from the above address.uk The Prince’s Trust 18 Park Square East London NW1 4LH Telephone: Website: 0800 842 842 www.uk Association of British Insurers British Franchise Association British Venture Capital Association 01276 452 010 01276 451 602 www.uk 194 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . 1999) ISBN 0852027699 Wilson P — The Barclays Guide to Financial Management for the Small Business (Blackwell.co.princes-trust.org.uk Email: info@sfedi. 2004) ISBN 0131491784 Further reading A Guide to Help for Small Firms (Department of Trade and Industry) Useful organisations Small Firms Enterprise Development Initiative (SFEDI) 12 Stephenson Court Fraser Road Priory Business Park Bedford MK44 3WH Telephone/fax: 01234 831222 Website: www. They publish a wide range of useful material.abi.co.uk The Small Business Bureau Curzon House Church Road Windlesham Surrey GU20 6BH Telephone: Fax: Website: Websites www.uk SFEDI is the standards setting body for the National Occupational Standards for small firms. Federation of Small Businesses 2 Catherine Place Westminster London SW1E 6HF Telephone: Fax: Website: 020 7592 8100 020 7233 7899 www.bvca.

co.uk British Chambers of Commerce Chartered Institute of Marketing Companies House website Department of Trade and Industry Small Firms Enterprise Development Initiative Learners should be encouraged to consult a wide range of commercial websites to support the evidence they develop for this unit.www.co.uk www.uk www. Websites often make reference to other internet information sources.uk www.gov.cim.chamberonline.co.gov.sfedi. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 195 .dti.companies-house. These resources should be used with caution.uk www.

196 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .

Learners must ensure that their evidence relates to the programme they are undertaking.and long-term financial decision-making. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 197 . identifying external as well as internal financial constraints upon performance and investment decisionmaking. It will allow the learner to contextualise operational financial considerations into the wider financial context. This unit is common to more than one Higher National. Summary of learning outcomes To achieve this unit a learner must: 1 2 3 4 Analyse the suitability of various forms of finance available to UK businesses Identify the significance of the various forms of taxation currently levied in the UK Evaluate the viability of a range of investment opportunities Analyse the business performance of quoted corporate bodies.Unit 23: Learning hours: NQF Level 5: Financial Management 60 BTEC Higher National — H2 Description of unit This unit will develop the learner’s ability to manipulate the techniques of financial accounting that aid medium.

overall return. schedules. earnings yield. price:earnings ratio. tax credits and debits Investment: government incentives. before and after tax 4 Business performance Ratios: earnings per share. capital allowances.Content 1 Various forms of finance Internal: managing the elements of working capital to free resources. medium. payback.and long-term. caring. internally generated funds. rates. personal and capital allowances. weighted average cost computations 2 Various forms of taxation Systems: the main features of income and corporation tax. dividend yield. risk and reward Cost of capital: equity and loan capital costs. discounted Cash Flow. average annual return. retained profits External: short-. Net Present Value and Yield. dividend cover 198 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . post-tax profit implications 3 Investment opportunities Techniques: return on investment.

analysing its viability evaluate the effectiveness of each technique of financial appraisal apply appropriate ratios to a quoted corporate body in the hospitality sector. evaluating their potential for risk and reward compute personal and business tax liability for sole traders. partners and limited companies describe and analyse the tax incentives currently applying to business investment decision-making in the UK apply all appropriate project appraisal techniques to an investment opportunity. medium. offering a comparative analysis of its performance to other comparable companies. evaluating their suitability of application to long-.Outcomes and assessment criteria Outcomes Assessment criteria for pass To achieve each outcome a learner must demonstrate the ability to: 1 Analyse the suitability of various forms of finance available to UK businesses • apply appropriate strategies for the efficient management of working capital to meet a range of financial needs define the main sources of finance currently available to UK business. • • 2 Identify the significance of the various forms of taxation currently levied in the UK • • 3 Evaluate the viability of a range of investment opportunities • • • 4 Analyse the business performance of quoted corporate bodies.and short-term financial needs calculate the cost of a range of capital structures. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 199 .

all opportunities to integrate assessed work with other units should be embraced so as to avoid isolating finance from the operational aspects of the industry. This unit also links to the following Management NVQ units: • • • • • • • B2: Map the environment in which your organisation operates B3: Develop a strategic business plan for your organisation B4: Put the strategic business plan into action B10: Manage risk E1: Manage a budget E2: Manage finance for your area of responsibility E3: Obtain additional finance for the organisation. All assessments should be analytical and evaluative in order to demonstrate a deeper understanding of the implications of finance to the long-term success of any business venture. presentation software.Guidance Delivery All worked examples and case study material should be based in the hospitality industry to ensure maximum relevance and realism. Links This unit can successfully be linked with: • • • • • • • • • • Unit 1: The Contemporary Hospitality Industry Unit 2: The Developing Manager Unit 6: Management Accounting for Hospitality Unit 7: Industry Experience Unit 9: Hospitality Operations Management Unit 11: Conference and Banqueting Management Unit 12: Contract and Event Management Unit 13: On-Licensed Trade Management Unit 15: Marketing Unit 16: Sales Development and Merchandising. they have access to the latest technological equipment eg laptop computers. LCD projectors. However. It is strongly recommended that when learners are delivering presentations. 200 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . Assessment Evidence of outcomes may be in the form of financial reports in response to fictional or real case study material.

1999) ISBN 1861524900 Mott G — Management Accounting for Decision Makers (FT Prentice Hall. 2004) ISBN 1844800288 Dyson J R — Accounting for Non-Accounting Students (FT Prentice Hall.baha-uk. 1998) ISBN 0582312957 Wood F and Sangster A — Business Accounting — Volume 2 (FT Prentice Hall.This unit also links with the following block of the HCIMA Corpus of Knowledge: • OP13: Budgeting and Accounting in Hospitality Operations. 2002) ISBN 0273655574 Further reading A series of articles and press releases are published on the website of the British Association of Hospitality Accountants (BAHA) at www. 2000) ISBN 0273651617 Guilding C — Financial Management for Hospitality Decision Makers (ButterworthHeinemann. and the of use relevant software applications. Caterer and Hotelkeeper (Reed Business Information) Current Awareness Bulletin for Hospitality Management (HCIMA — published quarterly) Hospitality (Reed Business Information) Hospitality Matters (British Hospitality Association) Hotel and Restaurant Magazine (Quantum) Hospitality Review (Threshold Press — published quarterly) BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 201 . Support materials Books Atkinson H. Sixth Edition (Thomson Learning. and spreadsheets in particular. Learners will need access to a library with a variety of texts and journals associated with their project as well as access to the internet.org. 1995) ISBN 1861524706 Atrill P and McLaney E — Accounting and Finance for Non-Specialists (FT Prentice Hall. 1991) ISBN 0273033182 Owen G — Accounting for Hospitality. 2003) ISBN 0273679627 Drury C — Management and Cost Accounting. Tourism and Leisure (Longman. 1997) ISBN 0273683853 Glautier M W and Underdown B — Accounting: Theory and Practice (FT Prentice Hall. Resources Access to computers and appropriate software. 2002) ISBN 075065659X. 1994) ISBN 0340595124 Kotas R — Management Accounting for Hospitality and Tourism (Thomson Learning. is essential. Berry A and Jarvis R — Business Accounting for Hospitality and Tourism (Thomson Learning. Kotas R and Jayawardena C — Profitable Food and Beverage Management (Hodder Arnold H&S.

baha-uk.hcima.com) Restaurant Magazine (The Restaurant Game) Voice of the BHA (British Hospitality Association) Websites www. These resources should be used with caution.uk www.com www.getfreemag.co.org.ac.uk www. 202 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .people1st.uk www.bized.bha-online.org www.uk British Association of Hospitality Accountants (BAHA) British Hospitality Association a business and economics service for learners and tutors Caterer and Hotelkeeper website Hotel and Catering International Management Association People 1st (formerly Hospitality Training Foundation) Websites often make reference to other internet information sources.Hospitality Year Book (HCIMA) Hotels (official journal of the International Hotel and Restaurant Association — an online copy is available from www.org.caterer.

Learners must ensure that their evidence relates to the sector they are studying. analysis and use of data Manage the flow of information required for management Use and evaluate a variety of information technology Consider legislation that relates to the use of information technology Describe the implications of trends and developments in information technology. The unit also enables learners to make informed decisions about using ICT to enhance management effectiveness. Summary of learning outcomes To achieve this unit a learners must: 1 2 3 4 5 Explain techniques for effective collection. This unit is common to more than one Higher National qualification.Unit 24: Learning hours: NQF Level 5: Information Management and Technology 60 BTEC Higher National — H1 Description of unit This unit gives learners an understanding of the management of information. It develops appreciation of the fast-changing nature of information and communication technology and its effects on the management of information. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 203 . The unit enables learners to apply their understanding to effectively manage information.

efficiency. more staff working from home. validity Use: selection. patterns. improved service to customers. document management. dissemination eg oral. interview. internal. output devices. implementation. control systems. observation. databases. interrelational databases. customer databases Analysis: trends. radio. pagers. global. communication links eg telephone. cost-effectiveness 3 Variety of information technology Hardware: computers. health and safety legislation. archiving and retrieval.Content 1 Data Collection: sources. primary methods eg sampling. impact on lifestyle. personal laptops. Copyright Act 1976. Obscene Publications Act 1959. sufficiency. possible negative aspects Implications: operational efficiency. voicemail. mobile phones. the internet. relevance. networking. electronic. general applications software eg word processors. selection. basic structure of ICT systems. peripherals eg input devices. effects on business operation eg reduced staffing. purchasing. benefits of technological developments. reliability. secondary methods eg sales and usage figures. feasibility studies. manipulation. application of statistical data. voice and data communication systems. industry specific software eg computer-aided design (CAD) Communication systems: networks eg local. networks. visual telephones. survey. Computer Misuse Act 1990. external. consistency. video conferencing. spreadsheets. graphs. business practices. accuracy. storage devices Software: systems software eg operating systems. Telecommunications Act 1996. qualitative/quantitative. health and safety regulations 5 Trends and developments Trends: common types of hardware and software. cable 4 Legislation Legislation: hardware and equipment eg portable appliance testing. environmental legislation. diagrams. meetings. evaluation. backup Management: access. written. presentations. greater reliance on computers. wide. email. the structure of society Technological developments: fax. data eg Data Protection Act 1998. advantages and disadvantages for a service-driven industry 204 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . reports 2 Flow of information Techniques: data management. cost-effectiveness. financial information.

• 5 • • BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 205 .Outcomes and assessment criteria Outcomes Assessment criteria for pass To achieve each outcome a learners must demonstrate the ability to: 1 Explain techniques for effective collection. • 2 Manage the flow of information required for management • • 3 Use and evaluate a variety of information technology • • • 4 Consider legislation that relates to the use of information technology Describe the implications of trends and developments in information technology. using graphical illustrations where appropriate explain how information should be selected and used in the most appropriate manner describe the techniques used for the storage. equipment and data evaluate a range of current trends in the use of information technology and the implications for management discuss the effect that recent technology developments have had on the learner’s industry. analysis and use of data • • evaluate a range of methods and sources of data and information collection used in management apply and interpret statistical analysis to a given management situation. manipulation and flow of data and information explain how management of the flow of information can contribute to the efficiency and cost-effectiveness of an operation select and use a range of methods to collect and input management data into systems use at least one general purpose and one industryspecific software package to process data and present information use at least two communication systems to transmit and receive data describe a range of current legislation that applies to computer hardware.

Guidance Delivery This unit can be delivered in a wide variety of contexts. witness testimony or a video/audio tape of learner work. examples of relevant legislation. codes of practice. reports. This unit also links to the following Management NVQ units: A2: Manage your own resources and professional development B2: Map the environment in which your organisation operates B8: Ensure compliance with legal. Some of the underlying principles will need to be delivered by lecture or demonstration. Assignments can be based on real problems or case studies. ethical and social requirements E4: Promote the use of technology within your organisation F12: Improve organisational performance. staff handbooks. tourism. leisure and recreational industries. including hospitality. printouts of automated procedures. Tutors should be aware of the context in which they are delivering the unit and ensure that examples and support materials (eg recruitment and selection documentation. Delivery will benefit from guest speakers from both the context industry and the ICT industry and should include materials-based learning. observed presentations. particularly with information communication technology. Assessment Evidence may be in the form of completed tests or questionnaires set by the tutor. Centres should take account of new developments when delivering this unit. The unit is designed to be delivered with a learner-centred focus involving a large proportion of ‘hands-on’ practical experience. learner-designed materials. 206 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . establishing the link between the academic underpinning theory and its practical application. Links This unit can be linked successfully with most of the other units. in particular: • • • • • • • • • • Unit 9: Hospitality Operations Management Unit 11: Conference and Banqueting Management Unit 12: Contract and Event Management Unit 13: On-Licensed Trade Management Unit 15: Marketing. The unit content allows for changing information needs and the fast-evolving nature of information technology. sports. case studies) are relevant. travel. regulatory.

Resources Case studies. 2004) ISBN 0131273116 Lucey T — Management Information Systems (Thomson Learning. information transmission and retrieval. Greasley A and Hickie S — Business Information Systems: Technology. 1999) ISBN 0201611767 Avgerou C and Cornford T — Developing Information Systems: Concepts Issues and Practice (Palgrave Macmillan) ISBN 0333732316 Barker D L and Padfield C — Law: Made Simple (Heinemann Educational. 2002) ISBN 0201743914 Further reading Caterer and Hotelkeeper (Reed Business Information) Current Awareness Bulletin for Hospitality Management (HCIMA — published quarterly) Hospitality (Reed Business Information) Hospitality Matters (British Hospitality Association) Hospitality Network Newsflash (Hospitality Training Foundation) Hotels (official journal of the International Hotel and Restaurant Association — an online copy is available from www.com) Journal of Hospitality and Tourism Research (International Council on Hotel and Restaurant Education (CHRIE)) Journal of Management Information Systems (M. This will enable learners to use general-purpose and industry-specific application software. 2002) ISBN 027365540X Cobham D and Curtis G — Business Information Systems: Analysis. 2004) ISBN 0273687921 Harry M — Business Information: A Systems Approach (FT Prentice Hall. Appropriate ICT hardware. Sharpe Inc. Development and Management for the E-Business (FT Prentice Hall. Support materials Books Anderson D L — Management Information Systems (Addison Wesley. software and communication systems are required for the delivery of this unit. as well as communication systems for email. videos and documented examples of current practice — eg letters. reports from industry — will illustrate the dynamic nature of this unit and add to its currency and vocational relevance.. E. 1998) ISBN 0750639148 Chaffey D. 2001) ISBN 0273646702 Laudon K C and Laudon J — Essentials of Management Information Systems: Managing the Digital Firm (Prentice Hall. Bocij P. New York) Voice of the BHA (British Hospitality Association) BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 207 . memos.getfreemag. Design and Practice (FT Prentice Hall. 1998) ISBN 1858053900 Morgan T — Business Rules and Information Systems: Aligning IT with Business Goals (Addison Wesley.

Websites www.dfes.gov.uk www.com/isresearch.htm www.ac.uk a business and economics service for learners and tutors Brint Institute — management information systems research Department for Education and Skills Learners should be encouraged to consult a wide range of commercial websites to support the evidence they develop for this unit. 208 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .bized. Websites often make reference to other internet information sources. These resources should be used with caution.brint.

of using the internet for business. Learners must ensure that their evidence relates to the sector they are studying. The features of good website design (ease of navigation.Unit 25: Learning hours: NQF Level 5: Introduction to Internet and E-Business 60 BTEC Higher National — H1 Description of unit This unit introduces the learner to the scope of e-business and the benefits it offers to an organisation through the different business models. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 209 . Summary of learning outcomes To achieve this unit a learner must: 1 2 3 4 Explain the scope of e-business Describe how the internet works Differentiate between e-business models Investigate features of good website design. This unit is common to more than one Higher National qualification. and the limitations. speed) are also covered. It also provides sufficient understanding of internet technology for learners to appreciate the potential.

extranets. defines format of the information and how it is presented. bandwidth as a measure of capacity. personal communication (one-to-one) and internet communication (many-to-one and manyto-many) 2 How the internet works Internet technology: the importance of agreed non-proprietary standards. flights. highlight the number of software packages available to users who can now build pages without learning HTML brief overview of XML Clients. HTTP. charging a subscription for an information service eg news.Content 1 Scope of e-business Definitions: the internet. title. POP. why this is an important consideration Introduction to HTML: the main features of HTML as the language of the www. the role of the browser to interpret the HTML and present the data to fit the user’s computer screen. paragraphs. how messages are transferred across the global communications network using packet switching. break. explain how they can improve security 3 E-business models The five business models: the different ways in which the internet may be used to generate revenue by supporting the sale of a product. from an attractive website 210 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . IMAP and the use of URLs. headings. the worldwide web (www) intranets. e-business and e-commerce and the distinction between business-to-consumer (B2C) and business-tobusiness (B2B) transactions Benefits to businesses: why a company should have a web presence. lists. an intranet and an extranet. FTP. or media services eg reports or music. TCP/IP. charging per transaction for the provision of a service eg airline booking. the importance of trust for e-business transactions Security and data protection: how security and data protection play an important part in e-business Nature of communication: difference between mass communication (one-to-many). supplying electronic information. or service eg CDs. body. links and images). advertising revenue. but not its content as in EDI. tables. (Elements (<Tags>)) — head. the way information is presented varies according to user’s screen size and set-up Intranets and extranets: differences between the use of the internet. forms. how the use of internet technology can reduce transaction costs Trust for e-business: the risks of conducting business through the internet. servers and browsers: the functions of servers and clients and use of two-tier and three-tier architectures.

builds trust. description. colour scheme. good website navigation. keywords. availability in different languages to suit the visitor). consistent with image of the business (brand). body — content and links) Attractive web pages: the design features that make a web page attractive to the visitor ie speed.4 Website design Search engines: to find specific information on the internet (the logic of structuring search questions using venn diagrams) and identify the elements of a web page that may be used by search engines (head — title. what legal requirements must be met (disabled user — eg visually impaired and colour blind) BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 211 . encourages visitor to return Website usability: what makes a website easy for the visitor to use (meets needs of different stakeholders. pictures and links. attractive page layout. clear and informative.

or service differentiate between other business models for generating revenue from the internet identify other uses of the internet.Outcomes and assessment criteria Outcomes Assessment criteria for pass To achieve each outcome a learner must demonstrate the ability to: 1 Explain the scope of e-business • • • differentiate between business-to-consumer (b2c) and business-to-business (b2b) transactions explain how a business benefits from having its own website analyse the nature of e-business communication explain how messages are transferred across the internet describe the main features of HTML. intranets and extranets describe how the internet can be used for selling a product. which may not generate revenue identify those elements of a web page that may be used by search engines explain the design features that make a web page attractive to the visitor describe what makes a website easy for the visitor to use explain the legal requirements of site design. the language of the web differentiate between the internet. 2 Describe how the internet works • • • 3 Differentiate between e-business models • • • 4 Investigate features of good website design. • • • • 212 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .

They could work individually or in pairs around an internet access point. Learners would also be expected to explore the use of these techniques by independent research of texts and websites. to encourage creativity and stimulate an appreciation of web page design. or concept. or examinations. The opportunity to design a simple web page using a web page editor may also be provided to learners. These are most suitable for coursework assignments where learners have more scope to develop their ideas. where the resources. then for learners to review its application for selected websites. Assessment Assignments that require learners to demonstrate their understanding of theories and concepts by reviewing e-business websites are recommended. This unit also links to the following Management NVQ units: A2: Manage your own resources and professional development B2: Map the environment in which your organisation operates B8: Ensure compliance with legal. usually a personal computer The preferred pattern for a teaching session would be for instruction to be given on a topic. An appreciation of website design can be developed and assessed by learners designing their own web page. therefore. are available. Exercises in the use of search engines should also be encouraged. ethical and social requirements C1: Encourage innovation in your team BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 213 . It also links with the following units: • • • • • • • • • • Unit 9: Hospitality Operations Management Unit 11: Conference and Banqueting Management Unit 12: Contract and Event Management Unit 13: On-Licensed Trade Management Unit 21: Business Health Check Unit 22: Small Business Enterprise. Knowledge of internet terminology can best be assessed in short-answer tests. but can also be used for examination questions. regulatory. Links This unit is an introduction to e-business and the internet and has some links with Unit 15: Marketing. including web-page editor software.Guidance Delivery This unit should to be taught with learners exploring websites and. followed by discussion of their findings to consolidate learning. seeing the application of theories in practice.

Society (Addison Wesley. Websites can be useful in providing information and case studies (eg www. 2000) ISBN 0077096258 Nielsen J — Designing Web Usability (New Riders. 2004) ISBN 0273687921 Cumming T — Little e. 2003) ISBN 0273683780 Cobham D and Curtis G — Business Information Systems: Analysis. 2001) ISBN 0273646702 Laudon K C and Laudon J — Essentials of Management Information Systems: Managing the Digital Firm (Prentice Hall. Technology.ac. Big Commerce (Virgin Books. 2000) ISBN 156205810X Oz E — Foundations of E-Commerce (Prentice Hall. 2001) ISBN 0751312150 Turban E — Electronic Commerce: A Managerial Perspective (Prentice Hall. This unit also links with the following block of the HCIMA Corpus of Knowledge: OP41: Hospitality Technology. For those part-time learners working in business.uk which provides business case studies appropriate for educational purposes). Support materials Textbooks Avgerou C and Cornford T — Developing Information Systems: Concepts. 2002) ISBN 032112202X Morath P — Success at E-Business (McGraw Hill. 2000) ISBN 0130286494 Schneider G P and Perry J T — Electronic Commerce (Course Technology.• • • • C2: Encourage innovation in your area of responsibility C3: Encourage innovation in your organisation E4: Promote the use of technology within your organisation. 2004) ISBN 0131273116 Laudon K C and Traver C G — E-Commerce: Business. Resources Texts should be supported by the use of websites and case studies. Design and Practice (FT Prentice Hall. their experience of work should be made use of in comparing approaches adopted. 2002) ISBN 0130653012 214 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . 2002) ISBN 0619063114 Sleight S — Moving to E-Business (Dorling Kindersley. Issues and Practice (Palgrave Macmillan) ISBN 0333732316 Chaffey D — E-Business and E-Commerce Management (FT Prentice Hall. 2001) ISBN 0753505428 Harry M — Business Information: A Systems Approach (FT Prentice Hall. 2001) ISBN 013030686X Salter B and Langford-Wood N — A Simple Guide to E-Commerce (Prentice Hall.bized.

cabinetoffice.uk/e-government collated e-commerce material and research a business and economics service for learners and tutors Cabinet Office’s E-Government Unit www. These resources should be used with caution.Websites www.uk www.com/laudon-traver www.gov. Websites often make reference to other internet information sources.gov.aw-bc.uk Information Commissioner’s Office Learners should be encouraged to consult a wide range of commercial websites to support the evidence they develop for this unit. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 215 .informationcommissioner.ac.bized.

216 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .

Learners must ensure that their evidence relates to the sector they are studying.Unit 26: Learning hours: NQF Level 5: Research Project 60 BTEC Higher National — H2 Description of unit This unit is designed to introduce learners to the techniques and methods of research. Summary of learning outcomes To achieve this unit a learner must: 1 2 3 4 Prepare a research proposal relating to a specified area of business Conduct research using primary and secondary sources of information Carry out the research project into a specified area of business Present and evaluate the findings with regard to the initial proposal. and should be an exploration of a current major issue. Learners will be required to produce a project report based on independent research into an area of professional business practice that interests them and will add to their professional development. skills and understanding that have been achieved in other units. The study undertaken should build on knowledge. This unit is common to more than one Higher National qualification. Tutor approval should be sought before commencing study. The unit addresses a variety of research methodologies. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 217 . including the opportunity to carry out interventionist or action research. The study should use both primary and secondary sources of information.

selecting interviewees. time. agreeing the process. coding techniques. media 3 Research project Preparation: identifying ideas/topics/areas of investigation. pace.Content 1 Research proposal Research methodologies: intervention. benefits. place. time. trends. editing. distribution. longitudinal. terminology. categorisation. hypothesis. journals. pure and applied research. objectives. interviews. task dates. research question(s). verification of data. skills and knowledge to be gained. objectives. difficulties Criteria: purpose. use of computers. non-intervention. visual aids. statistical tables. use of ICT. bias. developmental. presentation of data eg bar/pie charts. sector data sources. review dates. suitability. delivery critique of the methods used in the study. sequencing success. diagrammatic or graphical figures Methodology: presentation eg ICT. internet. scope and feasibility. areas for future research Evaluation: planning. validity and reliability Qualitative data analysis: interpreting transcripts. aims. action plan. internet. forecasting 4 Present and evaluate Presentation: eg formal written format. discussion of evidence and findings 218 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . targets. audio. recommendations for the future. action research Hypothesis: definition. specialist software. relationships. concepts and theories. presentation of data Quantitative data analysis: coding/values. manual/electronic methods. layout. monitoring/reviewing process. case study. duration. monitoring and revision Methodology: literature search eg library. strategy 2 Primary and secondary sources Primary: questionnaires — type. comparison of variables. survey. focus. terms of reference. critical analysis. milestones. trends. style Secondary: eg books. by viva voce or oral presentation. research and development. ethical issues Action plan: rationale for research question or hypothesis. timetable and procedure. recommendations eg using the findings. graphs. original research data gathered by the learner. format. literature search. library search.

• • • • BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 219 .Outcomes and assessment criteria Outcomes Assessment criteria for pass To achieve each outcome a learner must demonstrate the ability to: 1 Prepare a research proposal relating to a specified area of business • • • • identify a research question or hypothesis and justify choice justify the chosen methodology in terms of the research question prepare an action plan with target dates and methods for monitoring and updating devise a code of ethics for the conduct of the study undertake primary and secondary research relating to the proposal describe and justify the chosen methodology prepare for the research project and agree process and action plan with supervisor monitor and revise schedule when required collect and review data using appropriate methods. including primary and secondary research techniques analyse and interpret appropriate qualitative and quantitative data record findings in an accepted format present and summarise the findings using suitable methods evaluate the methodology used and critically analyse the findings propose recommendations based on the findings which identify and justify areas for future research. 2 Conduct research using primary and secondary sources of information Carry out the research project into a specified area of business • • • • • 3 • 4 Present and evaluate the findings with regard to the initial proposal.

their focus of interest and the anticipated outcomes. Tutors should deliver an appropriate session to underpin this approach. Assessment Evidence for this unit should be generated through a written assignment or report. Learners will need further guidance to support the presentation and evaluation of their work. This unit also links to the following Management NVQ units: • • • • A1: Manage your own resources A2: Manage your own resources and professional development A3: Develop your personal networks B2: Map the environment in which your organisation operates 220 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .Guidance Delivery Learners may have developed a range of investigative skills during the programme of study. The study should show evidence of both primary and secondary research. There should also be an appreciation of historical events which impact most strongly on current structure and operations. carrying out the research itself and presenting their findings. the context of their area of learning. The unit should draw together a range of other areas of content within the programme of study to form a holistic piece of work that makes a positive contribution to commercial practice. The research project itself is dependent on the learner. but the teaching of presentation skills should not be the focus of this area of work. It is important that learners understand the elements that make up formal research. Learners will require close supervision and organised tutor support in order to design a study which is realistic. To accomplish this. The learner will need to demonstrate the ability to work independently. action planning. and to provide evidence of an individual approach in the finished work. the proposal. demonstrating a sound understanding of research methods and protocol. Links This unit offers learners the opportunity to develop their interest in hospitality and links may be established with all other units in the qualification. Tutors will need to cover the theory underpinning formal research to enable learners to complete this unit satisfactorily. with a view on the issues which impact most strongly upon it. It is essential for the tutor to monitor the development of individual research projects closely to ensure they are following the correct guidelines and working towards agreed objectives. with correct referencing and bibliography details. including the different methodologies. Tutor approval should be sought before beginning the study. It should look at the present day and the current culture and operation of the service. but this unit formalises the research into a style similar to a thesis. The presentation of their research should follow formal presentation practice. learners will need to establish relationships with commercial and industrial organisations in order to generate data that will lead them to such conclusions. achievable and economically viable within the scope of the unit.

Resources Tutors will need to establish the availability of resources to support the independent study before allowing the learner to proceed with the proposal. 1998) ISBN 0761959750 Kane E et al — Doing Your Own Research: In the Field and on the Net (Marion Boyars. 1998) ISBN 0335198066 Field A — Discovering Statistics using SPSS for Windows: Advanced Techniques for Beginners (Sage. Second Edition (RoutledgeFalmer. 2001) ISBN 0415219949 Neuman W L — Social Research Methods: Qualitative and Quantitative Approaches (Allyn and Bacon. 2000) ISBN 076191403X Black T R — Quantitative Research Design for the Social Sciences (Sage. Learners will need access to ICT when analysing their findings and writing up their reports. Support materials Books Bell J — Doing Your Research Project (Open University Press. 2001) ISBN 0714530433 Lashley C and Best W — 12 Steps to Study Success (Thomson Learning.• • • • • • B9: Develop the culture of your organisation E4: Promote the use of technology within your organisation F1: Manage projects. Where learners are engaged in primary research. 2000) ISBN 0761957553 Hart C — Doing a Literature Review: Releasing the Social Science Research Imagination (Sage. 1999) ISBN 0761953531 Bryman A — Social Research Methods (Oxford University Press. 2004) ISBN 0199264465 Coghlan D and Brannick T — Doing Action Research in Your Own Organization (Sage. Learners will need access to ICT and to appropriate commercial organisations. 2005) ISBN 0335215041 Bernard H R — Social Research Methods: Qualitative and Quantitative Approaches (Sage. 2002) ISBN 0205374077 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 221 . the tutor must check that access has been negotiated and that ethical research procedures are being followed. 2003) ISBN 056608578X McNiff J — Action Research: Principles and Practice. 2003) ISBN 0826467903 Lock D — Project Management (Gower. This unit also links with the following blocks of the HCIMA Corpus of Knowledge: OP17: Self Development and Personal Skills OP18: Management Studies OP37: The Hospitality Industry. 2004) ISBN 1412902460 Denscombe M — The Good Research Guide: For Small-Scale Social Research Projects (Open University Press.

com) Hotel and Restaurant Magazine (Quantum) Restaurant Magazine (The Restaurant Game) Voice of the BHA (British Hospitality Association) 222 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . Lewis P and Thornhill A — Research Methods for Business Students (FT Prentice Hall.Saunders M N K. 2005) ISBN 0273682008 Further reading Caterer and Hotelkeeper (Reed Business Information) Cornell Quarterly Current Awareness Bulletin for Hospitality Management (HCIMA — published quarterly) Hospitality (Reed Business Information) Hospitality Matters (British Hospitality Association) Hospitality Review (Threshold Press — published quarterly) Hospitality Year Book (HCIMA) Hotels (official journal of the International Hotel and Restaurant Association — an online copy is available from www. 2003) ISBN 0415300835 Veal A J — Research Methods for Leisure and Tourism: A Practical Guide (FT Prentice Hall. 2002) ISBN 0273658042 Seale C (editor) — Social Research Methods: A Reader (Routledge.getfreemag.

including operational aspects. This unit will give learners an introduction to these principles by involving them in practical activities. staffing. quality issues. Learners will review contemporary cellar and bar management techniques. Summary of learning outcomes To achieve this unit a learner must: 1 2 3 4 Review cellar management techniques Review bar management techniques Investigate the application of technology Deal with ethical issues. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 223 . Learners will also examine a range of ethical issues relating to the customer and to business operations. They will also explore developments in technology and the benefits they provide. hygiene and safety.Unit 27: Learning hours: NQF Level 5: Cellar and Bar Operations 60 BTEC Higher National — H2 Description of unit This unit is designed to give learners an overall understanding of cellar and drink management which is fundamental to the licensed retail trade.

speed of service. improved customer care. use of optics. maintenance and cleaning of dispensing equipment for a range of draft products. cashless-payment system. changing keg/cask barrels and CO2 cylinders. dispense monitoring systems 4 Ethical issues Issues: drunks. market needs. stock rotation.Content 1 Cellar management techniques Cellar operations: size of operation. Electronic Point of Sale (EPOS). stock control Security systems: closed circuit television (CCTV). drink dispensing methods. future developments Benefits: efficiency gains. hygienic methods of working Safety: handling of caustic solutions. swipe cards. enhancement to or loss of reputation 224 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . cleaning materials. customs and excise. prostitution. kinetic handling. temperature controls 2 Bar management techniques Bar operations: size of operation. trends Methods: bottling-up-and-down. under-age drinking. violence. police Business implications: theft. environmental health. drugs. stock and cash control Safety and hygiene: handling. cleaning Staff issues: productivity. cellar maintenance. trading standards. staff rostering. cost of stock losses. local authorities. consumption analysis. cellar management systems. pilferage. Hazard Analysis Critical Control Point (HACCP). Control of Substances Harmful to Health (COSHH). customer relations. glass identification. recent and future developments. MIS. consistency. training 3 Application of technology Developments: hardware and software. storage of wet and dry stock and cleaning materials. safe delivery methods Hygiene: hygienic storage of a range of wet and dry stocks. environmental procedures Product quality: standards. safe use of CO2. preparing cask ales. door security Relationships: licensing justices. electronic entrance/exit systems.

2 Review bar management techniques • • • • 3 Investigate the application of technology • • 4 Deal with ethical issues. • • • BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 225 .Outcomes and assessment criteria Outcomes Assessment criteria for pass To achieve each outcome a learner must demonstrate the ability to: 1 Review cellar management techniques • • • • • assess the best methods of dealing with dangerous and heavy loads review relevant environmental health procedures demonstrate the use of a range of cellar equipment assess the effectiveness of different control systems establish criteria for ensuring consistent product quality devise and present a training session demonstrate the use of a range of bar equipment demonstrate application of safe and hygienic methods of working review and evaluate a range of control methods evaluate technological developments and their impacts and benefits suggest potential technological developments and their likely impact explain how a range of ethical issues could be applied when dealing with customers define key relationships of any licensee measure the business implications of stock losses.

Learners should develop their knowledge of historical development and their expectations for the future. 226 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . These aspects also relate well to the content of technology and its applications. Learners should understand the significant advances that technology has achieved in recent years and the contributions it can make to both cellar and bar operations. Learners need to be keenly aware of the impact on the operation’s reputation of good or bad handling of ethical issues. as well as maintaining. Case study materials can highlight problem issues that may not occur naturally.Guidance Delivery This unit is essentially practical in nature and tutors should ensure that learners have access to an appropriate working environment. Learners must be given the opportunity to practice the preparation and changing of kegs and cask barrels and CO2 cylinders. Assessment Evidence of the outcomes should be mainly in the form of continuous assessment related to the learner’s practical and managerial skills within licensed retail outlets. The key issues of safety and hygiene in cellar management are best explored through visits to appropriate organisations. Tutors should seek to expose learners to the latest applications of technology through visits to commercial operations. they have access to the latest technological equipment eg laptop computers. role plays. as well as the operational issues of relationships with licensing justices. environmental health and so on. Case studies will again highlight problem issues in a safe manner. presentation software. Tutors should expose learners to the differences between large corporate operations and small privately owned premises. Such continuous assessment should be supported by appropriate assignments. case studies. Lectures and discussion groups will expand the content of bar management techniques. visits to commercial operations and presentations by visiting specialists will add currency and vocational relevance to delivery. Learners also need to develop a sound understanding of ethical issues. Cellar operations must by their nature be delivered in a practical environment. Discussion groups can explore initial ideas about cellar and bar management techniques. presentations and projects. LCD projectors. This unit would be enhanced by a period of work placement in a licensed retail outlet. It is strongly recommended that when learners are delivering presentations. Tutors should again introduce issues based on the differences between large corporate operations and small privately-owned premises. cleaning and operating dispense equipment. These relate to customers and the public relations aspects of bars management. trade fairs and exhibitions and associations with manufacturers and suppliers. For both cellar and bar management techniques. either through links with suitable commercial operations or as part of a realistic working environment within a centre. Evidence generated through a work placement within licensed premises would be particularly applicable. particularly in the light of the substantial changes to bar management and the potential for the future.

Access to commercial operations that are able to demonstrate the latest technology in action are also critically important. either through links with suitable commercial operations or as part of a realistic working environment within a centre. This unit also links with the following blocks of the HCIMA Corpus of Knowledge: OP33: Licensed Retail Management OP38: Statutory Regulations and Legal Requirements. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 227 . This unit should also be closely linked with: Unit 4: Food and Beverage Operations Unit 37: Food Hygiene and the Environment. maintain. Resources The provision of an appropriate working environment is essential to the success of this unit. Centres must provide appropriate facilities for practical demonstrations.Links This unit provides and can be linked successfully with other units in the licensed trade pathway: • • • • • • • • • • • • • • • • • • • • • • • Unit 13: On-Licensed Trade Management Unit 16: Sales Development and Merchandising Unit 28: Law for Licensed Premises Unit 29: Introduction to Brewing Science. ethical and social requirements C1: Encourage innovation in your team C2: Encourage innovation in your area of responsibility C3: Encourage innovation in your organisation D1: Develop productive working relationships with colleagues D2: Develop productive working relationships with colleagues and stakeholders D7: Provide learning opportunities for colleagues E4: Promote the use of technology within your organisation E5: Ensure your own action reduce risks to health and safety E6: Ensure health and safety requirements are met in your area of responsibility E7: Ensure an effective organisational approach to health and safety F7: Support customer service improvements F9: Build your organisation’s understanding of its market and customers F12: Improve organisational performance. such as the capacity to prepare and change keg and cask barrels. clean and operate dispensing equipment. This unit also links to the following Management NVQ units: B2: Map the environment in which your organisation operates B8: Ensure compliance with legal. regulatory.

org www. as well as access to the internet.people1st.bha-online. 1996) ISBN 075062812X Websites www.org. Websites often make reference to other internet information sources. Ritchie C and Roberts A — Public House and Beverage Management: Key Principles (Butterworth-Heinemann.hospitalitynet.co.camra.riph. Stone S and Lockwood A — Food and Beverage Management (ButterworthHeinemann. Support materials Books Bruning T and Blyth D (editors) — The Publican’s Handbook (Kogan Press.uk www. including nutritional.uk www.org.uk/food www. 2000) ISBN 0750646780 Lillicrap D — Food and Beverage Service (Hodder Arnold H&S.org.org.caterer.bii.co.co. calorie and fat content values British Institute of Innkeeping British Hospitality Association Campaign for Real Ale Caterer and Hotelkeeper website Hotel and Catering International Management Association Hospitality Net People 1st (formerly Hospitality Training Foundation) Royal Institute of Public Health Wine and Spirit Education Trust Learners should be encouraged to consult a wide range of commercial websites to support the evidence they develop for this unit. and the of use relevant software applications. 2002) ISBN 0340847034 Waller K — Customer-Centred Performance Improvement for Food and Beverage Operations (Butterworth-Heinemann.bbc. 2002) ISBN 0749438460 Davis B.com www.uk BBC website with online information.uk www.org www.wset. These resources should be used with caution.hcima. 228 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .Learners will need access to a library with a variety of texts and journals associated with cellar and bar operations.uk www.uk www. 1998) ISBN 0750632860 Flynn M.

Learners are not expected to have an in-depth knowledge of the legislation but they need to develop an understanding of the implications of the legislation on licensed premises from a management perspective.Unit 28: Learning hours: NQF Level 5: Law for Licensed Premises 60 BTEC Higher National — H2 Description of unit The aim of this unit is to allow learners to develop a practical understanding of the legislation relating to the management of licensed premises. as well as the legislative responsibilities of employers in relation to their staff. the procedures involved in applying for a licence. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 229 . Summary of learning outcomes To achieve this unit a learner must: 1 2 3 4 Examine the effects of licensing legislation Investigate consumer protection Review the implications of health. Learners will focus on health and safety legislation and regulations and the duties and responsibilities of the licensee. and conduct and security issues relating to the management of licensed premises. types of licensed premises. safety and hygiene legislation Examine the legislative responsibilities of employers in relation to staff. employer liability and issues relating to misleading information. Learners will examine the effects of licensing legislation. Learners will also investigate consumer protection. They will look at types of licences. including weights and measures.

food handling. application (new. consumer protection. clubs (members. display of prices (food. product liability directive. rehabilitation of offenders. supply of goods and services. retirement Discrimination: sex. reporting of injuries/diseases and dangerous occurrences. accommodation). labelling. fees Conduct of licensed premises: prevention of crime and disorder. hotels. public houses. night). wines. enforcement. defences. effect of European Union directives Weights and measures: beer and cider. trade union membership. Hazard Analysis Critical Control Point (HACCP). electricity at work. fire regulations Food safety and hygiene: food safety requirements and offences. prices.Content 1 Licensing legislation Types of licensed premises: managed houses. gaming permit. service charges and gratuities. drink. holidays). proprietary. safety and hygiene legislation Regulations: health and safety. insurance. employees’ liability. negligence. sick. premises licence. HM Customs & Excise 3 Health. spirits. temperature controls. restaurants. manual handling operations. equal pay. protection of children from harm 2 Consumer protection Misleading information: advertisements. prevention of public nuisance. working hours. disability. noise at work. food hygiene regulations. termination of employment. redundancy. race. renewal). leasehold. registration of premises 4 Legislative responsibilities Employers’ responsibilities: appointment and contract. payslips. first aid. food labelling. risk assessment. events Types of licence: personal licence. employers’ liability. outside catering. current issues 230 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . music copyright Procedures: local authorities. pay (deductions. display screen equipment. public safety. freehold. trade descriptions Employer liability: sale of goods. Control of Substances Hazardous to Health (COSHH) Duties and responsibilities: common law. maternity. alcoholic strengths. tenancies.

safety and hygiene legislation • • • • 4 Examine the legislative responsibilities of employers in relation to staff. • • BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 231 .Outcomes and assessment criteria Outcomes Assessment criteria for pass To achieve each outcome a learner must demonstrate the ability to: 1 Examine the effects of licensing legislation • • • • categorise the different types of licensed premises explain the differences between a personal licence and a premises licence outline the procedures for licence applications devise a set of guidelines on the conduct of licensed premises for use by staff determine the consequences of providing consumers with misleading information assess the extent of employer liability in the protection of consumers develop a policy for ensuring that all aspects of weights and measures legislation are implemented summarise the key components of a range of regulations explain the duties and responsibilities associated with the management of licensed premises carry out a detailed risk assessment for one type of licensed premises review and evaluate the impact of food safety and hygiene legislation detail the responsibilities of employers in employing of staff identify the key aspects of discrimination legislation. 2 Investigate consumer protection • • • 3 Review the implications of health.

Research and investigative work alone may not provide sufficient evidence to achieve the unit but can be linked with other forms of evidence to cover the outcomes and assessment criteria. LCD projectors. as well as adding currency by highlighting topical issues. including key legislation. Links This unit can be linked with the following units within the qualification: • • Unit 13: On-Licensed Trade Management Unit 16: Sales Development and Merchandising 232 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . Assessment Tutors should consider the nature of the unit when looking at types of evidence. together with visits to appropriate. would be a useful way of presenting a wide variety of information within a single assignment. Tutors must be aware of any changes to legislation (including European Union directives and guidelines) and ensure that learners are given up-to-date information. a small privately-owned operation and a more unusual example such as a nightclub or an outside catering operation. It is important for learners to understand certain aspects of legislation in the context of the licensed trade industry and to be able to translate this into practical scenarios. Other visiting speakers from local licensed premises could underpin the unit content relating to the conduct of licensed premises. A certain amount of formal input will be required. Learners could also provide personal accounts from any work placements they may have experienced. Discussions in small groups will help to identify what learners already know about licensed premises legislation and also allow the exchange of ideas and information. presentation software. this should have a specific focus on the licensed trade.Guidance Delivery This unit suits being delivered through a blend of theory and practice. Case studies and other examples of legal cases can help to clarify issues relating to the legal responsibilities of employers for their staff. for example. contrasting premises. The procedures for applying for a licence could be presented to the learners by a visiting specialist eg a licence holder. It is strongly recommended that when learners are delivering presentations. for example a national chain of family pubs. Tutors should ensure that this legislation is delivered in the context of the licensed trade. Suitable case study materials will help provide examples of key issues. Again. they have access to the latest technological equipment eg laptop computers. A visiting speaker could deliver an overview of the role of HM Customs & Excise and the importance of weights and measures. for example by relating to issues about working hours. Case studies. Health and safety legislation is underpinned by the content from other units. Formal input will be required to support different aspects of the unit relating to consumer protection.

2001) ISBN 047134849X Barth S et al — Restaurant Law Basics (Wiley. 2000) ISBN 0826452736 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 233 . and the use of relevant software applications. there are links with units in that pathway. as well as access to the internet. together with support from visiting speakers. Resources Access to a range of licensed premises is important. who will add currency and vocational relevance to the unit. As this unit underpins much of the Hospitality Management (Licensed Trade) pathway. 2001) ISBN 0471402729 Boella M and Pannett A — The Principles of Hospitality Law (Thomson Learning. Support materials Books Barth S and Hayes D — Hospitality Law: Managing Legal Issues in the Hospitality Industry (Wiley. This unit also links to the following Management NVQ units: B2: Map the environment in which your organisation operates E5: Ensure your own action reduce risks to health and safety E6: Ensure health and safety requirements are met in your area of responsibility E7: Ensure an effective organisational approach to health and safety F10: Develop a customer focused organisation. for example: • • • • • • • • • • • • • • • • Unit 4: Food and Beverage Operations Unit 7: Industry Experience Unit 14: People Management Unit 15: Marketing Unit 19: Facilities Management. Learners will need access to a library with a variety of texts and journals associated with the licensed trade. Tutors should develop a bank of up-to-date case study materials which highlight key issues. This unit also links with the following blocks of the HCIMA Corpus of Knowledge: OP06: Managing Food Hygiene OP08: Managing Food and Beverage Services OP11: Managing Hospitality Operations OP15: Human Resources Management OP33: Licensed Retail Management OP38: Statutory Regulations and Legal Requirements. particularly where problem areas or other contentious issues cannot be covered elsewhere.• • Unit 27: Cellar and Bar Operations Unit 29: Introduction to Brewing Science.

hospitalitynet.uk www.bii.rsph.uk www. 1996) ISBN 075062812X Further reading Catering.Davis B.org www.com www. Ritchie C and Roberts A — Public House and Beverage Management: Key Principles (Butterworth-Heinneman. Health and Safety. 234 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .camra.cieh. Websites often make reference to other internet information sources.org www.org. 1994) ISBN 0340595124 Peters R — Essential Law for Catering Students (Hodder Arnold. 2005) ISBN 1845920236 Kotas R and Jayawardena C — Profitable Food and Beverage Management (Hodder Arnold. 1996) ISBN 0340630787 Waller K — Customer-Centred Performance Improvement for Food and Beverage Operations (Butterworth-Heinemann.uk www.uk www. Food Safety (Croner Publications) Croner’s Licensed Trade Management (Croner Publications) Food Safety (General Food Hygiene) Regulations 1995 (Stationery Office Books.people1st.co.food. Stone S and Lockwood A — Food and Beverage Management (ButterworthHeinemann.org.uk www.org www.wset.org.caterer. 2000) ISBN 0750646780 Kolvin R — Licensed Premises: Law and Practice (Tottel.uk www.bha-online.org www. 1998) ISBN 0750632860 Flynn M. These resources should be used with caution.riph.uk British Hospitality Association British Institute of Innkeeping Campaign for Real Ale Caterer and Hotelkeeper website Chartered Institute of Environmental Health Food Standards Agency Hotel and Catering International Management Association Hospitality Net People 1st (formerly Hospitality Training Foundation) Royal Institute of Public Health Royal Society for the Promotion of Health Wine and Spirit Education Trust Learners should be encouraged to consult a wide range of commercial websites to support the evidence they develop for this unit.hcima.gov. 1995) ISBN 0110532279 Websites www.co.org.

It will support and reinforce the knowledge and appreciation of fermentation systems which will be vital to a proposed career in either brewing. fermentation technology or the licensed trade sector. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 235 . It also allows the learner to apply this knowledge. the learner has a working knowledge of the basic concepts of biological processes as defined in Unit 38: Nutrition and Diet. prior to undertaking this unit.Unit 29: Learning hours: NQF Level 5: Introduction to Brewing Science 60 BTEC Higher National — H2 Description of unit This unit has been designed to introduce the biochemical and biophysical aspects of brewing technology. Summary of learning outcomes To achieve this unit a learner must: 1 2 3 4 5 Investigate fermentation systems Examine the biochemistry of malting and mashing Explore the biochemical conversions in the copper Examine yeast physiology and microbiology Identify fermentation and associated quality control systems. It has been designed in such a way as to allow flexibility of delivery. through a practical environment. It is assumed that.

differences between top-fermenting and bottom-fermenting strains. hop quality (appearance. the importance of aeration to the fermentation process 236 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . enhancement of colour (caramelization. the effect of seed content on hop property and the principle contributors to aroma The copper: inactivation of enzymes. production of hop-derived flavours and aromas. the role of recombinant DNA technology in future yeast research. water evaporation and subsequent wort concentration. importance of temperature and time controls. feel. factors affecting extraction and enzymatic conversion in the grist. saccaromyces uvarum. precipitation of proteins. oxidative conversions to humulones and hulupones. characteristic properties of each variety. the role of exoenzymes. polyphenols and some lipids. selection of yeast strains and their properties. economic role Yeast chemistry: yeast metabolism of macro-nutrients and the effect of these metabolites on the fermentation product. oxidation of tannins). melanoidin formation. hop additions to brews (biochemistry of action). dynamics of anaerobic respiration/fermentation. sterilisation of the wort. development of colour Mashing process: the ionic balance of the liquor (Burtonization). yeast metabolism of micro-nutrients and their effect on product quality. saccaromyces carlsbergensis. methods of controlling a fermentation (tops and bottoms). biochemical changes affected by the malting process Wort composition: biochemical/biophysical conversions Malting process: the enhancement of diastatic power. cell-permeability and physiological state. further precipitation of Ca(PO4)2 (and its effect on pH).Content 1 Fermentation systems Microbial groupings: microbial range and form Unicellular fungi: importance to the fermentation process especially saccharomyces sp History of fermentation advances: metabolic pathways of respiration. principal steps in the brewing process 2 Biochemistry of malting and mashing Barley physiology: choice of cereal. aroma) Hop biochemistry: the ratio of α and β-acids. the distillation of volatile materials. monitoring ‘run-off’ from the mash tun for turbidity and specific gravity 3 Biochemical conversions Hop variety: varieties of hops available (including brief histories and geographical location). control of N2-content. reduction of surface tension Practical control: timescales involved in boiling and the stage points of hop introduction 4 Yeast physiology and microbiology Yeast physiology: saccharomyces cerevisiae.

strain purity/contamination). organic acids. viability/vitality. temperature. determining when a fermentation has ‘run its course’ (end point determinants). ketones. esters. fermentation vessel (size and geometry) Beer flavour biochemistry: specific beer flavourants such as CO2. temperature. blind tasting philosophy. remedial measures to correct fermentation deviance Physiology of human sensory perception: biology of human senses Beer flavour influences: key contributing agents to beer flavour ie yeast (pitching rate.5 Quality control systems Physical control systems: parameters instrumental in determining pitching rate. factors affecting the flavours of ‘regionality’. the relationships between hydrometer readings. specific and original gravities. effect that fluctuation of temperature control will have on yeast physiology and end product quality. fusel oils. aldehydes. wort composition (dissolved O2 concentration. adjuncts and trub). OG. beer styles and types BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 237 . glycerol. ethanol. S2-compounds Industrial quality control: the industry practices of product evaluation.

• • • • • 238 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .Outcomes and assessment criteria Outcomes Assessment criteria for pass To achieve each outcome a learner must demonstrate the ability to: 1 Investigate fermentation systems • • • review microbial range and form review and evaluate the basic biological concepts of fermentation design identify the principal steps of the brewing process explain the role of barley in the malting process highlighting the biochemical changes to the barley distinguish between the biochemical processes involved in the malting and mashing processes apply the practical controls and monitoring systems needed to ensure uniformity of clarified wort ‘run-off’ at least three times categorise the variety of hops available. listing historical aspects and identifying geographical locations describe the biochemical conversions that take place during the boiling and hopping process evaluate the practical systems used to maximise flavour and colour profiles and ensure uniformity of the end product analyse the physiological and economic role played by yeasts in fermentation systems describe the biochemical conversions affected by yeasts during a fermentation and evaluate how these conversions can be controlled by environmental ‘adjustment’ discuss the present and suggest the future roles played by industry in the development of more active fermentation strains describe and apply the main concepts of regulatory control of a fermentation use relevant data sources to identify SG and predict a brew’s final OG and apply these at least twice in a practical fermentation environment discuss and analyse the contributory factors that determine beer flavour carry out practical quality analyses of different beer types and account for regional characteristics of similar brews on at least two occasions appraise the role of blind tasting and quality control systems used by the industry. 2 Examine the biochemistry of malting and mashing • • • 3 Explore the biochemical conversions in the copper • • • 4 Examine yeast physiology and microbiology • • • 5 Identify fermentation and associated quality control systems.

This unit also links with the following blocks of the HCIMA Corpus of Knowledge: OP33: Licensed Retail Management OP38: Statutory Regulations and Legal Requirements. Site visits and guest speakers from industry will greatly enhance delivery. all of which should show the learner’s ability to solve problems or produce sustainable theorems.Guidance Delivery A combination of key lectures supported by seminars. Resources Learners will need access to laboratory facilities. The use of a micro-brewery facility (or equivalent) would enable the practical competencies of the unit to be assessed. Learners will need access to a library with a variety of texts and journals associated with brewing science as well as access to the internet. food sensory facilities (for flavour evaluations and blind tastings) and the use of a micro-brewery facility. Assessment Evidence of outcomes may be in the form of individual or group assignments centred around primary research bases. LCD projectors. With a unit of this nature. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 239 . they have access to the latest technological equipment eg laptop computers. presentation software. Links This unit can be linked with the following units within the qualification: • • • • • • • Unit 13: On-Licensed Trade Management Unit 16: Sales Development and Merchandising Unit 27: Cellar and Bar Operations Unit 28: Law for Licensed Premises. Laboratory-based exercises should be incorporated when necessary (eg fermentations). It is strongly recommended that when learners are delivering presentations. tutorials and workshop sessions is recommended. investigative reports and individual or group seminar presentations. and the use of relevant software applications. This unit also links to the following Management NVQ unit: A2: Manage your own resources and professional development. an ability to demonstrate practically based competencies is essential and therefore the need for a substantial practically assessed component to the unit is expected to reflect this need.

1999) ISBN 0937381748 Hough J S. 2002) ISBN 1842225758 Smart K A (editor) — Brewing Yeast Fermentation Performance (Blackwell. 2002) ISBN 0306472880 Protz R — The Organic Beer Guide (Carlton. Young T W.darwinbrewery.breweryhistory. 240 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .com www. These resources should be used with caution. 1981) ISBN 0412165805 Priest F G and Campbell I (editors) — Brewing Microbiology (Kluwer AcademicPlenum.co.ibd.uk www.siba. 2002) ISBN 0834216841 Websites www.com www.brewingtechniques.uk www. Briggs D E.uk www.camra.uk Brewery History Society Brewing Services website — brewery development. Websites often make reference to other internet information sources. Hough J S and Briggs D E — Malting and Brewing Science: Hopped Wort and Beer — Volume 2 (Kluwer Academic/Plenum.com www.org. 2001) ISBN 0632054751 Fix G J — Principles of Brewing Science: A Study of Serious Brewing Issues (Brewers.Support materials Books Boulton C and Quain D — Brewing Fermentation and Yeast Biotechnology (Blackwell Science.co. installation and consultancy company US-based archive of articles from the now defunct Brewing Techniques technical magazine Campaign for Real Ale Darwin Brewery in Sunderland Institute of Brewing and Distilling (formerly Institute and Guild of Brewing) Murphy & Son — suppliers of processing aids and additives to the brewing industry Society of Independent Brewers — professional body representing the small brewery industry www.co.uk Learners should be encouraged to consult a wide range of commercial websites to support the evidence they develop for this unit. 2005) ISBN 140511908X Stevens R.murphyandson.org.brewingservices. Young T W and Stevens R — Malting and Brewing Science: Malt and Sweet Wort — Volume 1 (Kluwer Academic/Plenum.

development and analysis of menus. artistic and innovative approach to this important aspect of the hospitality industry. Changes in consumers’ knowledge and expectations of food and drink. products and services. Summary of learning outcomes To achieve this unit a learner must: 1 2 3 4 5 Evaluate the application of current food hygiene legislation and regulations Assess and interpret consumer awareness and expectations of product Plan and develop an innovative and creative range of menus. recipes and service styles Explore the application of design principles within a food service environment Initiate and apply a costs and quality control process.Unit 30: Learning hours: NQF Level 5: Menu Planning and Product Development 60 BTEC Higher National — H2 Description of unit This unit brings together three interdependent and rapidly developing aspects of food and beverage operations. much of them achieved through the contribution made by the media in publicising the innovations of popular and notable chefs. The unit will provide opportunities for investigation. Learners will have the opportunity to develop the application of management skills involved in the development of products and services as well as research and evaluation of current innovations. have focused the need to develop menus. as well as enabling learners to demonstrate a creative. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 241 . products and services that will continue to meet consumers’ needs and expectations.

call order. service staff uniforms or dress code. appearance. texture. ‘white space’. music.Content 1 Food hygiene legislation and regulations Legislation and regulations: food safety act. mirrors. due dilligence. methods eg fresh commodities. cleaning schedules. portion control. addressing consumer needs and expectations. cookery styles. menu terminology Implications: compliance. training. seasonal factors Recipe development: creativity. religious. terminology. table. spending power 3 Menus. background sound. staff capabilities. competitive awareness. lighting. themes Menu compilation: eg taste. consumer expectations. waste/loss control Quality control: critical control points. predicting demand. feasibility studies. recording and monitoring documentation 2 Consumer awareness and expectations Awareness and expectations: trends. counter. expectations. selection of furniture. pictures. stock control. design styles. theme reflection Ambience: creativity. appropriate commodities. tray. maintenance schedules. recipes and service styles Menu development: principles of menu planning. nutritional composition. interpreting data. fashions. consistency of product. commodity planning. menu balance. timing 4 Design principles Menu presentation: language. food presentation. hygiene audits. decision-making. field testing. service styles to meet demand 242 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . buffet. ethnic and social influences. fads and trends. the meal experience. types of menu. fashions. customer profiles. theme relationships. colour. purchasing. prepared foods. use of glass. timing Service development: variations to standard service methods eg silver. cultural. spending power. decoration. colour. cook-chill/freeze. wood. management and operational responsibilities. creativity. contemporary materials 5 Costs and quality control Costs control: principles of costing. combination of fresh and prepared foods. food hygiene regulations. healthy or dietary needs. batch cookery. temperature. equipment selection and improvisation. size. consistency and standardisation. portion size.

recipes and service styles interpret and present data gathered from consumers explain how interpretation of data will support and inform decision-making apply principles of menu planning to compile an innovative and creative menu develop.Outcomes and assessment criteria Outcomes Assessment criteria for pass To achieve each outcome a learner must demonstrate the ability to: 1 Evaluate the application of current food hygiene legislation and regulations • assess the implications of current food hygiene legislation and regulations to a commercial food development environment prepare appropriate working. recipe and service development evaluate a range of quality controls appropriate to the development of menus. • 2 Assess and interpret consumer awareness and expectations of product • • • 3 Plan and develop an innovative and creative range of menus. recording and monitoring documentation that will ensure compliance with relevant food hygiene legislation and regulations assess consumer awareness and expectations relating to a range of menus. • • BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 243 . recipes and consumer expectations develop and present a menu design to reflect the menu compilation and recipe development assess and apply the development of the ambience of the environment to support menu. prepare and produce a range of recipes that reflect consumer awareness and expectations develop a style of service appropriate to the menu. recipes and service styles • • • 4 Explore the application of design principles within a food service environment • • 5 Initiate and apply a costs and quality control process. recipe and service developments analyse and apply a range of cost controls to support menu. recipes and service styles.

Learners should develop a portfolio of work relating to menu. Finally. creativity and innovation should then be applied. these aspects can be delivered in conjunction with other units. Assessment Evidence for this unit should combine formal reports or presentations with practical evidence. particularly when considering the ambience of the environment. presentation software. seeking new ways of presenting and enhancing menu information. Visits to commercial operations and hospitality exhibitions can also add currency and vocational relevance to the development of design principles. as would a presentation by a visiting speaker. the product of which can be used to develop the thinking and development work relating to menus. recipe and service development that includes discarded ideas as well as successful ones. It is important to free learners of conventional constraints. presentations can be made to explore and expand proposals. research. It is essential before embarking on the main focus of the unit to establish the parameters of food hygiene and safety. Discussion groups can open up the development of the unit. However. to ensure that they properly support delivery of the unit. especially in the creation of menus. Creativity and innovation should again be encouraged. recipes and service. Again. It is strongly recommended that when learners are delivering presentations.Guidance Delivery This unit should be delivered through a combination of theory. 244 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . Thought-showers can support the creative and innovative approach that should be reflected throughout this unit. Case study materials for this and other aspects of this unit will offer useful support for delivery. including tastings and feedback from consumers. it is important for learners to understand that the creativity and innovation they have demonstrated during the unit must be accounted for through costs and quality control. It is important for learners to understand that creativity serves no purpose if there is no consumer demand. investigation and practical application. This can then lead to investigation and research into consumer awareness and expectations. Once this has been achieved. This should be achieved by relating it to application in other units. Learners must have a sound understanding of the principles of menu compilation. such as Unit 31: Planning and Managing Food Production or Unit 34: World Cuisine. Visits to commercial operations that reflect the principles of this unit would be a useful contribution to delivery. Recording and monitoring documentation to ensure compliance with food hygiene and safety legislation and regulations must be prepared and applied during learners’ practical work. LCD projectors. Learners should approach consumers through a variety of contexts in order to develop their knowledge of consumer awareness and expectations. it is important to choose such operations or speakers with care. During the development stages. It is important for learners to understand the importance of food hygiene and safety throughout their work and particularly in this unit. they have access to the latest technological equipment eg laptop computers. provided that this is used to develop the consumer needs and expectations identified earlier. The same principle applies to learners’ approaches to recipe and food service developments. This can usefully be linked to Unit 15: Marketing. which can be developed in conjunction with Unit 33: Contemporary Gastronomy. This is a more difficult aspect to deliver and needs the support of experiential learning. but it is the particular aspects of development work that must be considered.

Learners must also include evidence of costing methods applied to control the development. its design as presented to the customer and the service that is used to deliver the food to the customer. Links This unit can be linked with the following units within the qualification: • • • • • • • • • • • • • • • • • • • • • • • • • • Unit 4: Food and Beverage Operations Unit 7: Industry Experience Unit 15: Marketing Unit 33: Contemporary Gastronomy (double unit) Unit 34: World Cuisine Unit 35: Creative Patisserie (double unit) Unit 36: Catering Technology Unit 37: Food Hygiene and the Environment Unit 38: Nutrition and Diet. regulatory. ethical and social requirements B11: Promote diversity in your area of responsibility B12: Promote diversity in your organisation C1: Encourage innovation in your team C2: Encourage innovation in your area of responsibility C3: Encourage innovation in your organisation E1: Manage a budget E2: Manage finance for your area of responsibility E5: Ensure your own action reduce risks to health and safety E6: Ensure health and safety requirements are met in your area of responsibility E7: Ensure an effective organisational approach to health and safety F1: Manage projects F2: Manage a programme of complementary projects F4: Develop and review a framework for marketing BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 245 . These could include costings sheets. including peers. analysis of staffing needs or selection of commodities. Quality control documentation should also be included showing what aspects have been considered and applied. tutors and consumers.Practical work involving the preparation and cooking of recipes should include feedback from a range of participants. This should also take account of the menu that has been compiled. This unit also links to the following Management NVQ units: A2: Manage your own resources and professional development B1: Develop and implement operational plans for your area of responsibility B2: Map the environment in which your organisation operates B8: Ensure compliance with legal.

Stone S and Lockwood A — Food and Beverage Management (ButterworthHeinemann. as well as a range of investigative and research opportunities. The learning for this unit will require access to appropriate centre facilities including industrial-standard food preparation and service environments.• • • • • • F8: Work with others to improve customer service F9: Build your organisation’s understanding of its market and customers F10: Develop a customer focused organisation F12: Improve organisational performance. A range of appropriate case study materials and development materials from commercial organisations would be useful. Kinton R and Foskett D — Practical Cookery (Hodder & Stoughton. Design and Construction: A Survival Manual for Owners. 2002) ISBN 0582452716 Davis B. Access will also be needed to commercial environments to support the experiential aspects of delivery. Support materials Books Bode W K H — European Gastronomy: The Story of Man’s Food and Eating Customs (Hodder & Stoughton. 1998) ISBN 0750632860 Fine G A — Kitchens: The Culture of Restaurant Work (University of California Press. 1997) ISBN 0471136980 246 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . 1996) ISBN 0520200780 Foulkes C (editor) — Larousse Encyclopaedia of Wine (Larousse Kingfisher Chambers. Resources Tutors should have technical qualifications and experience of working in food preparation and service operations. Tutors should also integrate some practical ‘laboratory’ work to support recipe development. This unit also links with the following blocks of the HCIMA Corpus of Knowledge: OP04: Food and Beverage Skills and Knowledge OP42: Food and Society. Operators and Developers (John Wiley & Sons. Learners must also have access to library and research facilities. 1996) ISBN 0470235721 Ceserani V. It is essential for learners to read the trade press and up-to-date journals regularly in order to follow current developments within the industry. such as contact with consumers when investigating consumer awareness and expectations. 2004) ISBN 0340811471 Cousins J. including use of the internet. Foskett D and Gillespie C — Food and Beverage Management (Longman. 2001) ISBN 0750652675 Katz J B — Restaurant Planning. Experience of industrial developmental techniques through some form of work experience will be a distinct advantage. 2001) ISBN 2035850134 Gillespie C and Cousins J — European Gastronomy into the 21st Century (ButterworthHeinemann. It would also be useful if this area utilised a food and beverage ICT system.

Ruys H and Morrison B — Cost Management for Profitable Food and Beverage Operations (Hopitality Press. Design and Investment in Food Service Facilities (Architectural Press.com Academy of Food and Wine Service Ask a Chef BBC Food pages British Dietetic Association BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 247 . 1994) ISBN 0340595124 Lawson F — Restaurants. 2004) ISBN 0471477869 Morrison P. 1995) ISBN 0110532279 Hospitality (Reed Business Information) Hospitality Matters (British Hospitality Association) Hotel and Restaurant Magazine (Quantum) Hospitality Review (Threshold Press — published quarterly) Hospitality Year Book (HCIMA) Hotels (official journal of the International Hotel and Restaurant Association — an online copy is available from www.bda.acfws. 2001) ISBN 0471396885 Miller J E.getfreemag. 2002) ISBN 0340847034 Manask A and Schechter M E — The Complete Guide to Foodservice in Cultural Institutions: Keys to Success in Restaurants. 2003) ISBN 0340850418 Kotas R and Jayawardena C — Profitable Food and Beverage Management (Hodder Arnold H&S.com) Restaurant Magazine (The Restaurant Game) Voice of the BHA (British Hospitality Association) Websites www. 1996) ISBN 0415144167 Waller K — Customer-centred Performance Improvement for Food and Beverage Operations (Butterworth-Heinemann.uk/food www. 1996) ISBN 0340630787 Telfer E — Food for Thought: Philosophy and Food (Routledge. Catering and Special Events (John Wiley & Sons. 1995) ISBN 0750620765 Lillicrap D — Food and Beverage Service (Hodder Arnold H&S. 1998) ISBN 1862504776 Peters R — Essential Law for Catering Students (Hodder Arnold H&S.com www.co. Clubs and Bars: Planning. Hayes D K and Dopson L R — Food and Beverage Cost Control (John Wiley & Sons.Kinton R. Ceserani V and Foskett D — The Theory of Catering (Hodder Arnold H&S.bbc. 1996) ISBN 075062812X Further reading Caterer and Hotelkeeper (Reed Business Information) Cornell Quarterly Croner’s Catering Magazine (Croner Publications) Current Awareness Bulletin for Hospitality Management (HCIMA — published quarterly) Food Safety (General Food Hygiene) Regulations 1995 (HMSO.askachef. 1996) ISBN 0415133823 Unwin T — Wine and the Vine: A Historical Geography of Viticulture and the Wine Trade (Routledge.org www.uk.

uk www.uk www.org www.uk www. Websites often make reference to other internet information sources.foodservice411.hospitalitynet.nutrition.rdg.com www.uk www.org.beveragenet.org.winespectator.co.caterer.org.wine.food.www.com Adams Beverage Group — an information source for the beverage alcohol industry British Hospitality Association British Institute of Innkeeping Caterer and Hotelkeeper website Dine Online — independent reviews European Catering Association (Great Britain) eHotelier website — one-stop website for hoteliers Foodservice Consultants Society International Foodservice World Food Standards Agency University of Reading’s food law website Restaurants and Institutions magazine Hotel and Catering International Management Association Hospitality Net International Hotel and Restaurant Association Into Wine website — covering various aspects of wine British Nutrition Foundation People 1st (formerly Hospitality Training Foundation) Food & Beverage Manager Webtender — an online bartender Wine. These resources should be used with caution.org www.co.uk www.com/rimag www.uk www.ih-ra.intowine.foodlaw.ecagb.bii.dine-online.com www.ac.com www.com www.net www.hcima.ehotelier.gov.co.foodserviceworld.uk www.bha-online. 248 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .com www.com www.org www.uk www.ranw.webtender.people1st.com www.fcsi.com www.com Wine Spectator online Learners should be encouraged to consult a wide range of commercial websites to support the evidence they develop for this unit.

Learners will develop the necessary tools to allow them to apply objective. New technology will interface with this unit. The unit will enable learners to experience the principles and concepts of food production management. which they can apply in business. constructive and evaluative management skills across a range of settings and situations. commodities and equipment Produce and critically assess food production plans Investigate food quality control processes and policies for volume food production. Summary of learning outcomes To achieve this unit a learner must: 1 2 3 4 Compare and contrast different systems and equipment used for volume food production in different contexts Analyse and critically assess purchasing management for materials.Unit 31: Learning hours: NQF Level 5: Planning and Managing Food Production 60 BTEC Higher National — H2 Description of unit This unit is designed to plan for the needs of quality food production management applicable in all hospitality operations. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 249 .

storage. reliability. production issues. in relation to food safety acts and Food Standards Agency. monitoring and recording. consistency and standardisation of product. organisational policy. internal/external contacts. equipment specifications. volume. availability. nutritional. estimates. work flow. commodities and equipment: branded/non-labelled. monitoring. yields. maintenance and ‘down time’ Contexts: eg contract catering. conference and banqueting 2 Purchasing management Supplier: contract. technology applications. vendor ratings. pre-prepared. family. communication systems. plated. discounts. product specification. modern. multi-portioned. visual aids. planning meetings Methodology: production schedules and methods. monitoring and recording systems and documentation 250 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . cook-to-order. colour. effectiveness Implications: costs. individual. legislation. technology applications. risk assessment (HASAWA). integration. individual. technology applications. creative. sous-vide. centralised. communications. production. nutritional aspects 4 Food quality control processes and policies Processes: receipt. flavour Portion control systems: eg preparation. specifications and methods. budgets. multi-portion. events catering. organisational policy Strategies: information sources. contingency arrangements Materials. financial. implications for organisation Factors influencing choice: eg capacity. resource issues eg physical. yield analysis. tools and equipment. distribution/transportation. service and point-of-sale applications. compliance. customised. purchasing specification.Content 1 Systems and equipment Systems: manufacturing. preparation. recording Presentation: eg traditional. quality assurance. batch. design. cook-chill/freeze. texture. operational/management requirements. cleaning programmes. technology applications Policies: hazard analysis (HACCP). assured safe catering (ASC). futuristic. reporting procedures Equipment: specialist. economics. ergonomics. content specification. delivery 3 Food production plans Plans: staffing levels and abilities. quality. traditional. silver. technology applications. imaginative. transportation and delivery.

Outcomes and assessment criteria Outcomes Assessment criteria for pass To achieve each outcome a learner must demonstrate the ability to: 1 Compare and contrast different systems and equipment used for volume food production in different contexts • • compare and contrast systems of volume food production in different contexts identify and critically evaluate types and specifications of a range of volume food production equipment analyse the implications for the organisation of choosing different types of supplier explain the factors associated with supplier selection evaluate the considerations to be made and the decision-making strategy when selecting materials/commodities analyse the strategies that support the development of a production schedule evaluate the resources and methodologies needed to support the development of a production schedule prepare a production schedule for a defined event evaluate the effectiveness of a range of portion control systems identify and evaluate the process required to maintain a quality assured food production process compare and contrast a range of food quality control policies currently used by commercial organisations produce appropriate documentation consistent with current operational quality standards. 2 Analyse and critically assess purchasing management for materials. commodities and equipment • • • 3 Produce and critically assess food production plans • • • • 4 Investigate food quality control processes and policies for volume food production. • • • BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 251 .

Food production plans could be applied through other units. Tutors should be clear about what is required of the report format if this is chosen. Food quality control processes and policies. case study materials will offer useful support. LCD projectors. exposing learners to a range of different food production systems and equipment in a range of contexts. Visiting speakers can usefully extend the range of operations covered by visits. Learners need to understand the management perspective they are being asked to consider. This is above the level of speciality evening work popular at National Certificate and Diploma levels and should explore a wider range of issues. This could be as a presentation to a group It is strongly recommended that when learners are delivering presentations. such as conference and banqueting operations. practical production sessions. particularly to highlight key problems that should not occur within a commercial operation. A visiting speaker will provide a sound basis for learning in this area. learners could present a written assignment or a formal report. Materials. Particular attention should be given to operations involved in volume production. but learners should adopt an integrative approach to their work. as well as their application. products and specifications from providers of purchasing management systems will be a valuable resource to underpin the range of different applications. can be reflected in the plan or considered separately. they have access to the latest technological equipment eg laptop computers. Case studies can highlight issues reflecting the impact of poor or non-existent portion control on a commercial operation. Learners should be exposed to as wide a coverage as possible. supported by formal input and development of associated theory. supported by case studies. 252 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . but evidence must be focused on the plan itself and whether this could effectively be put into operation. The creation of such processes and policies is an important issue. Learners also need to examine the management functions of food production planning. events provision.Guidance Delivery The learning approach for this unit should be based on a combination of practical work and experiential learning. Learners also need to experience a range of purchasing management functions and the factors that influence the purchasing manager’s choice. Visits to commercial operations will provide a useful opening to the units. presentation software. Experience of commercial operations through some form of work experience will be a distinct advantage. Case study material will help to establish the nature of this aspect of management for learners. or contract catering in its varied forms. Alternatively. hospital or airline catering. The practical application of portion control systems and their impact on the operation of a food production area can be delivered through discussion groups. together with portion control systems. Again. Assessment Learners will have the opportunity to develop evidence through initial research. Tutors should adopt a similar approach to the delivery of topics relating to food quality control processes and policies. team/group discussions and through the presentation of their findings. supported by materials from appropriate suppliers of portion control systems and equipment.

It is essential for learners to read the trade press and up-to-date journals regularly in order to follow current developments within the industry. Learners must also have access to library and research facilities. The learning for this unit also relies upon support by laboratory-based learning environments. ethical and social requirements E1: Manage a budget E2: Manage finance for your area of responsibility E4: Promote the use of technology within your organisation E5: Ensure your own action reduce risks to health and safety E6: Ensure health and safety requirements are met in your area of responsibility E7: Ensure an effective organisational approach to health and safety F12: Improve organisational performance. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 253 . Resources Tutors should be technically qualified and have up-to-date knowledge of modern food production operations and centres should have access to industrial standard food preparation and production areas. procedures and policies. Case study materials can be used to highlight key issues that may not occur naturally in commercial environments. Access to a broad range of food production operations in the commercial field is important to provide a wide exposure to different systems. regulatory.Links This unit is linked to: • • • • • • • • • • • • • • • • • • • • Unit 4: Food and Beverage Operations Unit 7: Industry Experience Unit 32: Planning and Managing Food and Beverage Service Unit 33: Contemporary Gastronomy (double unit) Unit 34: World Cuisine Unit 35: Creative Patisserie (double unit) Unit 36: Catering Technology Unit 37: Food Hygiene and the Environment Unit 38: Nutrition and Diet. This unit also links with the following block of the HCIMA Corpus of Knowledge: OP07: Managing Food Production Operations. This unit also links to the following Management NVQ units: B1: Develop and implement operational plans for your area of responsibility B2: Map the environment in which your organisation operates B8: Ensure compliance with legal. including use of the internet. Centres should also ensure that they can involve visiting speakers where appropriate.

1998) ISBN 1862504776 Peters R — Essential Law for Catering Students (Hodder Arnold H&S. 1996) ISBN 0520200780 Gillespie C and Cousins J — European Gastronomy into the 21st Century (ButterworthHeinemann. 2001) ISBN 0471396885 Miller J E. Ceserani V and Foskett D — The Theory of Catering (Hodder Arnold H&S. 2002) ISBN 0471397032 Fine G A — Kitchens: The Culture of Restaurant Work (University of California Press. 1996) ISBN 0415133823 Waller K — Customer-centred Performance Improvement for Food and Beverage Operations (Butterworth-Heinemann. 2004) ISBN 0340811471 Cousins J. Kinton R and Foskett D — Practical Cookery (Hodder & Stoughton. 2002) ISBN 0340847034 Manask A and Schechter M E — The Complete Guide to Foodservice in Cultural Institutions: Keys to Success in Restaurants. 2004) ISBN 0471477869 Morrison P. 2000) ISBN 075064480X Further reading Caterer and Hotelkeeper (Reed Business Information) Croner’s Catering Magazine (Croner Publications) Current Awareness Bulletin for Hospitality Management (HCIMA — published quarterly) Food Safety (General Food Hygiene) Regulations 1995 (HMSO.Support materials Books Bode W K H — European Gastronomy: The Story of Man’s Food and Eating Customs (Hodder & Stoughton. 2003) ISBN 0340850418 Kotas R and Jayawardena C — Profitable Food and Beverage Management (Hodder Arnold H&S. 1994) ISBN 0340595124 Lillicrap D — Food and Beverage Service (Hodder Arnold H&S. Beverage and Labor Cost Controls (John Wiley & Sons. 1996) ISBN 075062812X Wood R — Strategic Questions in Food and Beverage Management (Butterworth-Heinemann. Hayes D K and Dopson L R — Food and Beverage Cost Control (John Wiley & Sons. 2001) ISBN 0750652675 Kinton R. Foskett D and Gillespie C — Food and Beverage Management (Longman. Ruys H and Morrison B — Cost Management for Profitable Food and Beverage Operations (Hopitality Press. 1996) ISBN 0470235721 Ceserani V. 1998) ISBN 0750632860 Dittmer P R and Griffin G G — Principles of Food. Stone S and Lockwood A — Food and Beverage Management (ButterworthHeinemann. 1995) ISBN 0110532279 Hospitality (Reed Business Information) Hospitality Matters (British Hospitality Association) Hotel and Restaurant Magazine (Quantum) 254 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . 1996) ISBN 0340630787 Telfer E — Food for Thought: Philosophy and Food (Routledge. 2002) ISBN 0582452716 Davis B. Catering and Special Events (John Wiley & Sons.

wine.foodlaw.uk www.gov.bbc.rdg.nutrition.hcima.com) Restaurant Magazine (The Restaurant Game) Voice of the BHA (British Hospitality Association) Websites www.beveragenet.uk.com www.getfreemag.bda.Hospitality Review (Threshold Press — published quarterly) Hospitality Year Book (HCIMA) Hotels (official journal of the International Hotel and Restaurant Association — an online copy is available from www.com www.ecagb.com www.co. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 255 .com www.com Wine Spectator online Learners should be encouraged to consult a wide range of commercial websites to support the evidence they develop for this unit.uk www.uk/food www.intowine.com www.org www.com Academy of Food and Wine Service Ask a Chef BBC Food pages British Dietetic Association Adams Beverage Group — an information source for the beverage alcohol industry British Hospitality Association British Institute of Innkeeping Caterer and Hotelkeeper website Dine Online — independent reviews European Catering Association (Great Britain) eHotelier website — one-stop website for hoteliers Foodservice Consultants Society International Foodservice World Food Standards Agency University of Reading’s food law website Restaurants and Institutions magazine Hotel and Catering International Management Association Hospitality Net International Hotel and Restaurant Association Into Wine website — covering various aspects of wine British Nutrition Foundation People 1st (formerly Hospitality Training Foundation) Food & Beverage Manager Webtender — an online bartender Wine.co.co.ranw.com www.hospitalitynet.com www.bha-online.dine-online.uk www.co.fcsi.org.org www.winespectator.com www.net www.ehotelier.org.com www.com www.foodservice411.caterer.org.uk www.foodserviceworld.org www.com/rimag www.uk www. These resources should be used with caution.bii. Websites often make reference to other internet information sources.ac.org www.people1st.uk www.uk www.food.webtender.uk www.ih-ra.askachef.acfws.

256 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .

constructive evaluative judgements across a range of situations.Unit 32: Learning hours: NQF Level 5: Planning and Managing Food and Beverage Service 60 BTEC Higher National — H2 Description of unit This unit is designed to enable learners to develop skills within the dynamic environment of food and beverage service systems. Learners will develop the essential practical and management tools to allow them to make objective. Summary of learning outcomes To achieve this unit a learner must: 1 2 3 4 Research and implement different food and beverage systems Investigate and apply control systems associated with food and beverage service Explore the implications of staff management and development for food and beverage service systems Review the importance of the customer in the provision of food and beverages. This development will occur through practical application and management activities. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 257 .

off site Implications: eg skills gaps/shortages. styles of feedback Development: evaluating food and beverage training needs. electrical equipment. drinks service eg bar. conference and banqueting. forecasting techniques Quality control: eg critical control points. computerised. consistency and standardisation. staff capabilities. de-skilling. levels of output. advertising/merchandising. methods and techniques. billing function eg cash/credit/debit systems. food courts Systems: food service eg silver. appraisal eg individuals. appropriate use of equipment. table coverings and accessories. teams. contract catering. fitness for purpose. floats. recording and monitoring documentation. dispense. task analysis. financial. furnishings. relevance to type of outlet. restaurant. compliance. health and safety. requisitions. forecasting Resource implications: eg physical. large and small equipment eg crockery. wine. emergencies Legal: use of menu and beverage terminology. high-volume systems. technology applications Financial: costing and pricing calculations. due diligence. reconciliation. enquiries. service area layout Legislation: current hygiene regulations. cost/benefits analysis 4 Importance of the customer The meal experience: customers’ needs and expectations. display signs (HM Customs & Excise).Content 1 Food and beverage systems Outlets: eg hotel. table. buffet. incidents. technology applications. hazard analysis. drinks list. multi-skilling. payment controls Reservation systems: manual. impact of legislation on food and beverage service systems 2 Control systems Stock and resources: purchasing. complaints. technology applications eg electronic point of sale (EPOS). security. stocktaking. service styles to meet demand 3 Staff management and development Management: job specifications. contribution to management of food and beverage. wine list. style and type. family. glassware. events catering. cutlery. on/off the job. management information. risk assessment. room. work study. trolley/geuridon. human Operational tools: eg menu. labelling. support for food and beverage service system. ambience of the food and beverage environment. responsibility for safety and safe environments 258 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .

• • BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 259 . wine and drinks list to the management of food and beverage summarise current legislation affecting food and beverage service and assess the influence it has on the choice of food and beverage service system evaluate and implement stock and resources control systems analyse the financial control systems needed for a given food and beverage operation compare and contrast manual and computerised reservation systems for a food and beverage operation assess and apply a range of quality controls used to support food and beverage service systems analyse the staff management implications for different types of food and beverage service systems analyse the implications of staff management and development for contrasting food and beverage management systems explain the impact of customers’ needs and expectations on contrasting food and beverage service systems analyse the customer’s meal experience for contrasting food and beverage service systems.Outcomes and assessment criteria Outcomes Assessment criteria for pass To achieve each outcome a learner must demonstrate the ability to: 1 Research and implement different food and beverage systems • • • • evaluate and implement different food and beverage service systems assess the resource implications for contrasting food and beverage service systems explain the contribution of the menu. 2 Investigate and apply control systems associated with food and beverage service • • • • 3 Explore the implications of staff management and development for food and beverage service systems • • 4 Review the importance of the customer in the provision of food and beverages.

such as advertising and merchandising. such as Unit 4: Food and Beverage Operations. they may be faced with a choice that will respond to the available workforce and it is important for them to understand the issues that will influence this choice. As future managers. Although it is possible for learners to examine different control systems in isolation. Learners should consider the human. or contract catering in its varied forms. supported by formal input and development of associated theory. learners also need to develop their understanding of staff management and development and the implications for different food and beverage systems. Learners should develop their understanding of the legislation relevant to food and beverage service. This must cover food hygiene and safety and also legislation governing the public face of food and beverage service. but they should understand the importance of the customer in managing the delivery of food and beverages. but would involve learners in the implementation of the system used within the operation and would usefully expose them to a range of relevant management issues. In future years. enable learners to understand how different systems work with each other to provide comprehensive overall systems of food and beverage service which they can put into practice. Visits to commercial operations will provide a useful opening to the units. financial and physical resource requirements of each system they examine. The unit is dependent on a systems approach. Particular attention should be given to operations involved in volume service. exposing learners to a range of different food and beverage service systems in a range of contexts. Case study materials can usefully support problematic aspects of legislation. 260 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . Different systems will impact in different ways on the meal experience and learners need to understand how different aspects will affect the overall delivery. In delivering an appropriate food and beverage system. Learners would benefit greatly if opportunities occur for the group to implement a food and beverage service system in a commercial environment. These aspects can be delivered in conjunction with other units.Guidance Delivery The learning approach for this unit should be based on a combination of practical work and experiential learning. Such an opportunity would not necessarily mean a change to the commercial operation. tutors should seek to develop an integrated approach. some of which they need to apply in a practical situation. such as conference and banqueting operations. events provision. learners will be conscious of meeting customers’ needs and expectations. Visiting speakers can usefully extend the range of operations covered by visits. Learners must also consider legislation governing the sale and service of alcoholic beverages. Such visits and speakers will add vocational relevance and currency to the delivery of this unit.

Links This unit is linked to: • • • • • • • • • • • • • • • • • • • • • Unit 4: Food and Beverage Operations Unit 7: Industry Experience Unit 15: Marketing Unit 30: Menu Planning and Product Development Unit 31: Planning and Managing Food Production Unit 36: Catering Technology. implement and evaluate a hospitality event. presentation software. regulatory. exposing the learner group to a variety of systems. or as a formal report. The evidence should include accounts of how the learners have applied different food and beverage service systems in practical situations.Assessment Evidence for this unit should be in the form of a presentation to a group. or through written results. Different systems can be used to support a range of such events. This unit would benefit from delivery in conjunction with Unit 4: Food and Beverage Operations. LCD projectors. Both forms of evidence should draw together the different aspects of the unit into an integrated summary of food and beverage systems. Written evidence could be in the form of a project or assignment. This unit also links to the following Management NVQ units: B1: Develop and implement operational plans for your area of responsibility B2: Map the environment in which your organisation operates B5: Provide leadership for your team B8: Ensure compliance with legal. they have access to the latest technological equipment eg laptop computers. Observation of practical applications can contribute to the learner’s overall evidence for the unit. select and keep colleagues D4: Plan the workforce D5: Allocate and check work in your team E2: Manage finance for your area of responsibility E4: Promote the use of technology within your organisation E5: Ensure your own action reduce risks to health and safety E6: Ensure health and safety requirements are met in your area of responsibility E7: Ensure an effective organisational approach to health and safety F9: Build your organisation’s understanding of its market and customers BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 261 . Presentations to a group should be appropriately illustrated. It is strongly recommended that when learners are delivering presentations. Tutors should be clear about the format of such a report if used. ethical and social requirements D1: Develop productive working relationships with colleagues D2: Develop productive working relationships with colleagues and stakeholders D3: Recruit. which requires learners to plan.

Learners should also be provided with a range of investigative and research opportunities to examine different food and beverage service systems being operated on a commercial basis. 2003) ISBN 0340850418 Kotas R and Jayawardena C — Profitable Food and Beverage Management (Hodder Arnold H&S. 2002) ISBN 0582452716 Davis B. 1994) ISBN 0340595124 Lawson F — Restaurants. Access to a broad range of food and beverage service operations in the commercial field is important to provide a wide exposure to different systems and to support the experiential aspects of delivery. 1998) ISBN 0750632860 Dittmer P R and Griffin G G — Principles of Food. Resources Tutors should have technical qualifications and experience of working in food and beverage service operations. 1995) ISBN 0750620765 Lillicrap D — Food and Beverage Service (Hodder Arnold H&S. 2002) ISBN 0340847034 262 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . Foskett D and Gillespie C — Food and Beverage Management (Longman. The learning for this unit will require access to appropriate centre facilities including industrial-standard food and beverage service environments. Support materials Books Cousins J. Beverage and Labor Cost Controls (John Wiley & Sons. 2002) ISBN 0471397032 Durkan A and Cousins J — The Beverage Book (Hodder Arnold H&S. Design and Construction: A Survival Manual for Owners. Learners must also have access to library and research facilities. Experience of commercial operations through some form of work experience will be a distinct advantage. Appropriate case study materials reflecting food and beverage service within commercial organisations could be used to highlight key issues that may not occur naturally in commercial environments. Operators and Developers (John Wiley & Sons. It would also be useful if this area utilised a food and beverage ICT system. Stone S and Lockwood A — Food and Beverage Management (ButterworthHeinemann. 1995) ISBN 0340604840 Katz J — Restaurant Planning.• • • F11: Manage the achievement of customer satisfaction F12: Improve organisational performance. Centres should also ensure that they can involve visiting speakers where appropriate. Ceserani V and Foskett D — The Theory of Catering (Hodder Arnold H&S. 1997) ISBN 0471136980 Kinton R. This unit also links with the following block of the HCIMA Corpus of Knowledge: OP08: Managing Food and Beverage Service. It is essential for learners to read the trade press and up-to-date journals regularly in order to follow current developments within the industry. including use of the internet. Design and Investment in Food Service Facilities (Architectural Press. Clubs and Bars: Planning.

dine-online.co.uk/food www.org.bda.caterer.co.getfreemag.bha-online.com www. Hayes D K and Dopson L R — Food and Beverage Cost Control (John Wiley & Sons.com www.bbc.beveragenet.askachef. 1995) ISBN 0110532279 Hospitality (Reed Business Information) Hospitality Matters (British Hospitality Association) Hotel and Restaurant Magazine (Quantum) Hospitality Review (Threshold Press — published quarterly) Hospitality Year Book (HCIMA) Hotels (official journal of the International Hotel and Restaurant Association — an online copy is available from www.org www. Catering and Special Events (John Wiley & Sons.uk.org www.Manask A and Schechter M E — The Complete Guide to Foodservice in Cultural Institutions: Keys to Success in Restaurants. 2000) ISBN 075064480X Further reading Caterer and Hotelkeeper (Reed Business Information) Cornell Quarterly Croner’s Catering Magazine (Croner Publications) Current Awareness Bulletin for Hospitality Management (HCIMA — published quarterly) Food Safety (General Food Hygiene) Regulations 1995 (HMSO. Ruys H and Morrison B — Cost Management for Profitable Food and Beverage Operations (Hopitality Press. 2001) ISBN 0471396885 Miller J E. 2004) ISBN 0471477869 Morrison P.uk www. 1998) ISBN 1862504776 Peters R — Essential Law for Catering Students (Hodder Arnold H&S.uk Academy of Food and Wine Service Ask a Chef BBC Food pages British Dietetic Association Adams Beverage Group — an information source for the beverage alcohol industry British Hospitality Association British Institute of Innkeeping Caterer and Hotelkeeper website Dine Online — independent reviews BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 263 .bii.acfws. 1996) ISBN 0340630787 Waller K — Customer-centred Performance Improvement for Food and Beverage Operations (Butterworth-Heinemann.com) Restaurant Magazine (The Restaurant Game) Voice of the BHA (British Hospitality Association) Websites www.net www. 1996) ISBN 075062812X Wood R — Strategic Questions in Food and Beverage Management (Butterworth-Heinemann.com www.

co.nutrition.www. These resources should be used with caution.uk www.uk www.ehotelier.intowine.co.com/rimag www.fcsi.foodlaw.org.com www.rdg.people1st.winespectator.com www.ranw.foodservice411.uk www.wine.com www.foodserviceworld.hospitalitynet.ih-ra.uk www.com www.org www.com www.hcima.ecagb.uk www.ac.org.com European Catering Association (Great Britain) eHotelier website — one-stop website for hoteliers Foodservice Consultants Society International Foodservice World Food Standards Agency University of Reading’s food law website Restaurants and Institutions magazine Hotel and Catering International Management Association Hospitality Net International Hotel and Restaurant Association Into Wine website — covering various aspects of wine British Nutrition Foundation People 1st (formerly Hospitality Training Foundation) Food & Beverage Manager Webtender — an online bartender Wine.com www.com Wine Spectator online Learners should be encouraged to consult a wide range of commercial websites to support the evidence they develop for this unit.org www. 264 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . Websites often make reference to other internet information sources.uk www.food.webtender.com www.gov.

Unit 33: Learning hours: NQF Level 5: Contemporary Gastronomy 120 BTEC Higher National — H2 Description of unit The aim of this unit is to develop learners’ knowledge. which leads to an investigation of gastronomic trends. Learners will develop their knowledge. enabling learners to respond to trends as they develop and to anticipate where they may lead in the future. safe and hygienic manner Apply sensory evaluation techniques to assess food and beverage acceptability and quality Analyse and evaluate the application of gastronomic principles and practices within contemporary food and beverage settings. Finally. Learners initially develop an overview of gastronomy. they will apply their learning to the evaluation of food and wine using a gastronomic approach. skills and understanding of how the five senses can be used to assess the acceptability and quality of food and drink. They will examine ratings scales and the values and criteria that determine results. Summary of learning outcomes To achieve this unit a learner must: 1 2 3 4 5 Apply gastronomic study principles to an exploration of gastronomy Investigate contemporary gastronomic developments and trends and consider how these might develop in the future Use food preparation and cooking knowledge and skills to prepare a range of gastronomic dishes in a professional. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 265 . The content is flexible. The unit addresses essential academic and organoleptic skills. together with an appreciation of how such skills can be applied to contemporary gastronomy. skills and understanding of gastronomy and gastronomic principles.

increased diversity. role of skilled workers and their effects on quality. academic and organoleptic skills Exploring gastronomy: fine dining. regional/national/international. regional gastronomy. service development Gastronomy principles: menu and dish construction. social. attention to detail. attentiveness. branded food outlets. practical. trends in airline catering. processes. relaying messages and orders accurately and promptly. geographical. changing nature of dining. menu and beverage provision. timing. effective communications eg listening. future development of trends 3 Food preparation and cooking Preparation: time planning. changes in balance between food and wine. cross contamination. food safety Cooking: methods. speaking. appearance and acceptability. gastro-history and gastro-geography Professional study: academic. development and effects of concept cuisines. client base and choices.Content 1 Gastronomic study principles Approaches to the study of gastronomy: definitions. effectiveness. design Contemporary influences: key contemporary personalities. role. body language. history and development. economic. organic foods. status in society. good hygienic practices. fundamental constructs of major culinary traditions. availability of international foods. wisdom and fallacies of food choice. maintaining quality. personalities. theoretical. commodities and methods. phraseology of menus and wine lists 2 Contemporary gastronomic developments and trends Contemporary developments and trends: eg diversity of development. major influences eg historical. experiential. technological considerations. high standard of personal appearance including proper uniform. table etiquette dissemination of knowledge. operations and systems management. events. association of food and wine. treating colleagues with respect. selecting and using appropriate equipment Professional: attitude. sourcing of commodities. vision and leadership Relationship between food and drink: construction of menus and dishes. gastronomic milestones. codes of practice Safety and hygiene: key legislation eg food safety. practical. service methods. use of resources. other alcoholic/non-alcoholic beverages. technical and food gastronomy. monitoring and control points. potential key influences. codes of practice 266 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . modern restaurant concepts. quality. teamwork. food orders. selecting and using appropriate equipment. beverage selection. entrepreneurial skills. widening choice in New World wines. service development. élite establishments. political. European.

presenting results 5 Application of gastronomic principles and practices Gastronomic approach: differences between fine dining and the consumption of foods and beverages. food and beverage harmony Food and beverage: aesthetic presentation of food and beverage. timing. wisdom and fallacy of food and beverage choice Rating scales: eg hedonic. dish analysis sheets. primary tastes and taste sensitivity. taste. working methods. criteria and values Sensory techniques: understanding the senses. food and beverage service Evaluation techniques: collecting information. texture. matching selections of beverages Environment: food preparation and cooking.4 Sensory evaluation techniques Human senses: the role of the five senses. colour. timing schedules. recording and analysing results. quality. detection and perception of flavour and texture. numeric. importance of smell. making reasoned judgements based on available information. relationship between food and beverage. qualitative/quantitative feedback. assessing and interpreting sensory perceptions. recommendations for improvement BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 267 . appearance.

theoretical. commodities and methods used to prepare and cook gastronomic dishes demonstrate skills in the preparation and cooking of a range of gastronomic dishes demonstrate a professional attitude at all times follow safe and hygienic working practices evaluate the inter-relationship between food and beverages and the five senses identify an appropriate rating scale with criteria and values to determine the acceptability and quality of food and drink apply various sensory evaluation techniques to assess the acceptability and quality of food and drink present and interpret the results of the assessment 2 Investigate contemporary gastronomic development and trends and how these might develop in the future • • • • • 3 Use food preparation and cooking knowledge and skills to prepare a range of gastronomic dishes in a professional. technical and food gastronomy summarise the development of gastronomy of a particular region identify major gastronomic influences on contemporary cuisine give examples of the fundamental principles of significant gastronomic traditions and cuisine explain a range of contemporary developments and trends in gastronomy justify the contemporary focus of the developments and trends identify key contemporary personalities and evaluate their role and effectiveness describe the principles of achieving the balance between food and wine and other beverages apply gastronomic principles in the construction of various menus.Outcomes and assessment criteria Outcomes Assessment criteria for pass To achieve each outcome a learner must demonstrate the ability to: 1 Apply gastronomic study principles to an exploration of gastronomy • • • • distinguish between practical. safe and hygienic manner Apply sensory evaluation techniques to assess food and beverage acceptability and quality • • • • • • 4 • • 268 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . dishes and the selection of appropriate beverages describe the equipment.

dishes and matching selection of beverages in compliance with aesthetic and gastronomic principles analyse and evaluate the application of gastronomic principles.Outcomes Assessment criteria for pass To achieve each outcome a learner must demonstrate the ability to: 5 Analyse and evaluate the application of gastronomic principles and practices within contemporary food and beverage settings. • • distinguish between dining and the consumption of food and wine apply gastronomic principles in the practical preparation of foods and matching selection of beverages present foods. • • BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 269 .

Tutors should also consider the value of inviting visiting chefs with a gastronomic focus (such visits should be linked with an appropriate practical Culinary Arts pathway unit). or the constructs of culinary traditions. Once this knowledge base is soundly established. focusing on only one or two developments. theoretical. The unit should develop their thinking processes. theoretical. technical and food gastronomy. Academic skills may be cross-referenced with other units. This must be preceded by a shared understanding of the approaches to the study of gastronomy. Specialists may be invited in to deliver presentations to support practical. As part of this section. visiting speakers or other research. 270 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . They should also consider and challenge traditional wisdom in food choices and the fallacies that have become evident in recent years. Tutors should ensure that practical work carried out by learners reflects the purpose of the unit. The content of this section is flexible to allow learners to investigate current issues. Initial discussions will help to assess learners’ level of knowledge at the outset of the unit and will support tutors in focusing delivery to support those areas where additional work may be necessary. Common agreement is also important about what constitutes a contemporary issue. although learners may need extensive support during the initial stages of delivery. Learners must be clear in their thoughts and in their evidence about why a particular issue is contemporary. technical and food gastronomy. tutors should demonstrate and highlight the application of gastronomy principles. Dishes should be produced to a standard that would be acceptable to paying customers. preparation and cooking of a range of gastronomic dishes. learners need also to consider contemporary influences. Narrow thinking. provided that this is achieved within the scope of the unit and does not become stressful. delivery of the unit can move on to contemporary developments and trends in gastronomy. such as menu and dish construction. linked with an analysis of the menu and dishes from a gastronomic perspective. Contemporary ideas should address a broad range of issues. The development of organoleptic skills can be achieved alongside the exploration of gastronomy through visits to appropriate establishments. Visiting speakers will also support this area. including the key personalities who are dominant in this field at the time of study. Learners should explore the underpinnings for the subject before tackling contemporary issues. visits.Guidance Delivery The delivery of this unit develops learners’ knowledge and understanding of contemporary gastronomy. Learners also need to understand the need for professional study. Learners should also be encouraged to be creative in their work. Case study materials will usefully focus on specific issues that are not otherwise covered through theory. would not be acceptable. Throughout the development of the knowledge base. Tutors must also be conscious that the flexible nature of this unit may lead to a narrow perspective and should take steps to ensure that learners keep an open and broad approach to their investigations. the association of food and wine. for example Unit 26: Research Project. Learners must have the opportunity to develop their skills and knowledge of gastronomy through demonstration. enabling them to consider such issues effectively during their future career. including the development of academic and organoleptic skills. including appropriate definitions of practical.

Learners should be able to apply their knowledge of gastronomy to assess food and wine through the application of appropriate evaluation techniques. but this could be appropriately supported by an academic paper developing the key points. which they should determine. a particular aspect of contemporary gastronomy. Assessment Much of the evidence for this visit will be generated through assignment work. Practical work will highlight the role of sensory aspects in food appreciation. LCD projectors. or influence on. particularly those within the Culinary Arts pathway such as: • • • • Unit 10: Food and Society Unit 30: Menu Planning and Product Development Unit 34: World Cuisine Unit 35: Creative Patisserie (double unit). experimental and development work. they have access to the latest technological equipment eg laptop computers. It is strongly recommended that when learners are delivering presentations. A large part of the assessment might be an individual assignment focused on the contemporary gastronomy of a specific region. There are further links through the development of academic study with Unit 26: Research Project. their uses and ways of interpreting data will support understanding and enable learners to select and apply a suitable scale with appropriate criteria and values.Learners will need support to develop and apply their understanding of sensory perception. The final goal of the unit is for learners to apply a gastronomic approach to the evaluation of food and wine. This should include ways of recording tasting sessions in a way that supports a gastronomic approach. The whole assessment can be drawn together through a presentation. presentation software. At this stage. or focused on key developments of. Examples of rating scales. ethical and social requirements B11: Promote diversity in your area of responsibility C1: Encourage innovation in your team C2: Encourage innovation in your area of responsibility C3: Encourage innovation in your organisation F9: Build your organisation’s understanding of its market and customers BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 271 . regulatory. they should be clear about the differences between the fine dining of a gastronomic circle and other instances of food and drink consumption. Evidence of key personalities should be included. This unit also links to the following Management NVQ units: • • • • • • • • • A1: Manage your own resources A2: Manage your own resources and professional development B2: Map the environment in which your organisation operates B8: Ensure compliance with legal. Links This unit is linked to practical units within the qualification.

Foskett D and Gillespie C — Food and Beverage Management (Longman. Foskett D and Kinton R — Practical Cookery (Hodder & Stoughton. is essential to enable learners to experience gastronomy as a consumer. Support materials Books Ackerman D — A Natural History of the Senses (Phoenix.• • • • • F10: Develop a customer focused organisation F11: Manage the achievement of customer satisfaction F12: Improve organisational performance. 1996) ISBN 0470235721 Ceserani V. 2002) ISBN 0582452716 Davis B. Provision of gastronomy-driven menus and dishes to a local gastronomy society will provide an ideal focus for many practical aspects of this unit and add realism and vocational relevance. videos and documented examples of current practice eg reports from the hospitality industry. Access to outlets that support gastronomic principles. 1998) ISBN 0750632860 Durkan A and Cousins J — The Beverage Book (Hodder Arnold H&S. such as a fine dining restaurant. Stone S and Lockwood A — Food and Beverage Management (ButterworthHeinemann. 1997) ISBN 0471136980 Kinton R. 1996) ISBN 1857994035 Bode W K H — European Gastronomy: The Story of Man’s Food and Eating Customs (Hodder & Stoughton. 1996) ISBN 0520200780 Foulkes C (editor) — Larousse Encyclopaedia of Wine (Larousse Kingfisher Chambers. 2004) ISBN 0340811471 Cousins J. Operators and Developers (John Wiley & Sons. 2003) ISBN 0340850418 272 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . Ceserani V and Foskett D — The Theory of Catering (Hodder Arnold H&S. A bank of current case study materials (which may be drawn from the trade press) is also an essential resource. 2001) ISBN 0750652675 Katz J — Restaurant Planning. the learning for this unit should be supported by elements of experiential learning. This unit also links with the following blocks of the HCIMA Corpus of Knowledge: OP04: Food and Beverage Skills and Knowledge OP42: Food and Society. 2001) ISBN 2035850134 Gillespie C and Cousins J (editor) — European Gastronomy into the 21st Century (Butterworth-Heinemann. 1995) ISBN 0340604840 Fine G — Kitchens: The Culture of Restaurant Work (University of California Press. Specialist resources should include case study materials. Resources In addition to formal lectures and seminars. Design and Construction: A Survival Manual for Owners. In addition learners should be strongly encouraged to read professional journals and relevant texts at every opportunity to support the development of their knowledge and to develop their awareness of contemporary issues.

Catering and Special Events (John Wiley & Sons. 1996) ISBN 075062812X Further reading Caterer and Hotelkeeper (Reed Business Information) Cornell Quarterly Croner’s Catering Magazine (Croner Publications) Current Awareness Bulletin for Hospitality Management (HCIMA — published quarterly) Food Safety (General Food Hygiene) Regulations 1995 (HMSO. 1999) ISBN 1840001798 Telfer E — Food for Thought: Philosophy and Food (Routledge.getfreemag. 2003) ISBN 0600608638 Robinson J — The Oxford Companion to Wine (Oxford University Press. 2004) ISBN 0471477869 Montagne P — The Concise Larousse Gastronomique: The World’s Greatest Cookery Encyclopedia (Hamlyn. Clubs and Bars: Planning. 1999) ISBN 094205329X Miller J E. 1999) ISBN 019866236X Simon J — Wine with Food: The Ultimate Guide to Matching Wine with Food for Every Occasion (Mitchell Beazley. 2001) ISBN 0471396885 Martin D W et al — The Ultimate Wine Book: Everything You Need to Know about Wine Appreciation. Wine with Food and the Latest Health Findings (Discover Guides. 2002) ISBN 0340847034 Manask A and Schechter M E — The Complete Guide to Foodservice in Cultural Institutions: Keys to Success in Restaurants. 2002) ISBN 0340848529 Unwin T — Wine and the Vine: An Historical Geography of Viticulture and the Wine Trade (Routledge. 1996) ISBN 0415133823 Tuor C — Wine and Food Handbook: Aide Mémoire for the Sommelier and the Waiter (Hodder Arnold H&S. 1992) ISBN 0140170790 Waller K — Customer-centred Performance Improvement for Food and Beverage Operations (Butterworth-Heinemann. Evolution. Hayes D K and Dopson L R — Food and Beverage Cost Control (John Wiley & Sons. Design and Investment in Food Service Facilities (Architectural Press.Lawson F — Restaurants. Eccentricities and the Meaning of Table Manners (Penguin. 1995) ISBN 0110532279 Hospitality (Reed Business Information) Hospitality Matters (British Hospitality Association) Hotel and Restaurant Magazine (Quantum) Hospitality Review (Threshold Press — published quarterly) Hospitality Year Book (HCIMA) Hotels (official journal of the International Hotel and Restaurant Association — an online copy is available from www. 1996) ISBN 0415144167 Visser M — The Rituals of Dinner: The Origins. 1995) ISBN 0750620765 Lillicrap D — Food and Beverage Service (Hodder Arnold H&S.com) Restaurant Magazine (The Restaurant Game) Voice of the BHA (British Hospitality Association) BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 273 .

uk www.com www. how wine is made. enjoying wine.uk www.co.Websites www.org www.com/rimag www.com www. These resources should be used with caution.wine.com www.bha-online.bbc.net www.foodlaw.caterer.com Academy of Food and Wine Service Ask a Chef BBC Food pages British Dietetic Association Adams Beverage Group — an information source for the beverage alcohol industry British Hospitality Association British Institute of Innkeeping Caterer and Hotelkeeper website Dine Online — independent reviews European Catering Association (Great Britain) eHotelier website — one-stop website for hoteliers Foodservice Consultants Society International Foodservice World Food Standards Agency University of Reading’s food law website Restaurants and Institutions magazine Hotel and Catering International Management Association Hospitality Net International Hotel and Restaurant Association Into Wine website.ih-ra.bii.uk www.food.com Learners should be encouraged to consult a wide range of commercial websites to support the evidence they develop for this unit.co.gov.com www.uk www.hcima.org.com www.bda.uk/food www.com www. 274 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .uk www.uk www.org.people1st.org.dine-online.webtender.ac.com www.ehotelier. wine and health and wine resources British Nutrition Foundation People 1st (formerly Hospitality Training Foundation) Food & Beverage Manager Webtender — an online bartender Wine.askachef.intowine.uk www.com www.foodserviceworld.org www.acfws.uk www.ecagb.uk.ranw.rdg.org www.com www. storage.nutrition.foodservice411. covering wine regions.com Wine Spectator online www.winespectator.beveragenet.fcsi.co.co.hospitalitynet. Websites often make reference to other internet information sources.org www.

Summary of learning outcomes To achieve this unit a learner must: 1 2 3 4 Examine characteristics and trends in world cuisine Investigate equipment. Learners will develop an understanding of how menus are structured in different world regions and will investigate current and developing trends.Unit 34: Learning hours: NQF Level 5: World Cuisine 60 BTEC Higher National — H1 Description of unit This unit introduces learners to aspects of world cuisine. The unit also develops learners’ skills in evaluating dishes and suggesting improvements. commodities and methods used in world cuisine Use food preparation and cooking knowledge and skills to prepare dishes from different world regions in a professional. safe and hygienic practices. commodities and specific methods relevant to different world cuisines. They will have the opportunity to use specialist equipment. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 275 . safe and hygienic manner Apply evaluation techniques and criteria to a range of dishes. following professional. Learners will have opportunities to practice and develop their skills in preparing and cooking a range of dishes from different world regions.

Pacific Rim. the following specialist equipment should be considered: • • • • • • handis (large surface-area saucepans) open ring stoves tandoori ovens and seekhs (skewers) atmospheric steamer bamboo steamer Chinese burner (wok cooker) Small equipment: in addition to conventional preparation and cooking equipment. Australasia Characteristics: conventional menu structures eg starters. ghee. fish. tofu. herbs. Indian sub-continent. rice wine 276 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . dried fruits. batters. pulses. water chestnuts. fusion with different cuisines. baby aubergine). Africa. rice vinegar. breads. changes in menu structure 2 Equipment. Chinese fruit and vegetables (eg lychees. main courses. changes in customer demand. herbs and spices. noodles. the following specialist equipment should be considered: • • • • • • • • • • • tawa (type of griddle pan) kadai (cast iron wok) karchi (type of stirring spoon) heavy-duty mixers/blenders thali (silver/stainless steel service dish) Chinese ladles chopsticks cleavers mortar and pestle (or grinder) rice bowls woks Commodities: meat. balanced diet. vegetables (including exotic vegetables eg pumpkin. Far East. black bean). tamarind. commodities and methods Large equipment: in addition to conventional preparation and cooking equipment. sesame seeds. dietary/special requirements. Middle East. rice. nuts. the Americas. Caribbean. bamboo shoots). health issues eg lifestyle. sweets. yoghurt. sauces (eg soy. melons. anaphylactic shock. poultry. regional and cultural variations. seafood. okra. sequencing of courses/dishes Trends: recipe development. lentils. fruit.Content 1 Characteristics and trends World regions: eg European. spices (powdered and whole).

attention to detail. sealing. monitoring and control points. food safety Cooking: methods. pot roasting. chilled. taste. dicing. processes. tandoori cooking 3 Food preparation and cooking Preparation: time planning. marinading. recommendations for improvement Criteria: timing. cross contamination. qualitative/quantitative feedback. bhunno (browning). reasons for change BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 277 . food orders. boning. high standard of personal appearance including proper uniform. appearance and acceptability. specialised equipment. quality. use of resources. braising. codes of practice 4 Evaluation techniques and criteria Techniques: collecting information. relaying messages and orders accurately and promptly. commodities and methods. texture. working methods. colleagues. timing schedules. frozen. coating. treating colleagues with respect. body language. quality. effective communications eg listening. teamwork. speaking. baking. baking. appearance. vacuum packed Methods: storage methods and procedures. skinning.Categories: eg fresh. stir-frying. steaming. dish analysis sheets. grilling. dried. broiling. blanching. maintaining quality. chopping. filleting. poaching. making reasoned judgements based on available information. cost. seasoning. preparation eg peeling. selecting and using appropriate equipment Professional: attitude. aesthetic appeal. attentiveness. shallow/deep frying. codes of practice Safety and hygiene: key legislation eg food safety. timing. liaison. stewing. good hygienic practices. selecting and using appropriate equipment. cooking eg roasting. sources of information eg customers. colour.

4 278 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . 2 Investigate equipment. commodities and methods used in world cuisine • • • • • • • 3 Use food preparation and cooking knowledge and skills to prepare dishes from different world regions in a professional. safe and hygienic manner Apply evaluation techniques and criteria to a range of dishes.Outcomes and assessment criteria Outcomes Assessment criteria for pass To achieve each outcome a learner must demonstrate the ability to: 1 Examine characteristics and trends in world cuisine • • compare and contrast the characteristics of different world region cuisines explain and justify trends in regional or world cuisine describe the equipment and methods used to prepare and cook dishes from different world regions compare and contrast the commodities and flavours used in different world cuisines demonstrate skills in the preparation and cooking of a range of dishes from different world cuisines demonstrate a professional attitude at all times follow safe and hygienic working practices when preparing and cooking dishes evaluate clearly and coherently a range of dishes from different world cuisines make valid recommendations for improvement.

Learners must have the opportunity to explore different cuisines through the preparation and cooking of a range of dishes. It is important at the outset of the unit to deliver two or three sessions through demonstration. Learners must develop their theoretical understanding of different world cuisines before tackling practical work. This will provide the opportunity to experiment with possible trends. provided that this is achieved within the scope of the unit and does not become stressful. Dishes should be produced to a standard that would be acceptable to paying customers. learners should take greater control over the evaluation of dishes. although learners may need extensive support during the initial stages of delivery. Diaries or logs of activities would provide useful support for records of observation. Tutors should promote the use of specialist equipment where this is available. These sessions can be supported or delivered by experienced visiting chefs. Tutors should encourage the group to explore a broad range of world regional cuisine. whilst still involving the tutor as an informed observer. Indian or Chinese. enabling learners to appreciate regional variations. Later in the unit. It is important that tutors do not simply give learners a pack of information. flavour and so on. Assessment Evidence for this unit should primarily be practical and assessed through observation of learners’ skills in preparing and cooking a range of dishes from different world regions. Such visits should be an on-going feature of delivery to respond to learners’ needs. but this must not be detrimental to their understanding of the characteristics that reflect different regions. appearance. which must cover the full spectrum of menu structure. enabling learners to develop a wide range of knowledge and skills. recorded as witness statements or in other appropriate formats. Tutors should ensure that practical work carried out by learners reflects the purpose of the unit. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 279 . by arranging visits to suitable restaurants and encouraging them to read the trade press. during which different menu structures can be explained. It is important for learners to have some exposure to such equipment through demonstration or practical work. or improved use of specialist equipment will need tutor support in the early stages of the unit. The evaluation of dishes when they have been prepared and cooked is an important element and learners will initially need guidance on how best to achieve this. Recommendations for improving dishes through changes to preparation or cooking methods. such as recipe development or fusion with other cuisines. Learners should also be encouraged to discuss possible trends from an early stage. Tutors can support learners’ investigations by giving them direction. quality. Learners should also be encouraged to be creative in their work. Guidance must also be given where appropriate regarding acceptable taste. commodities.Guidance Delivery This unit is primarily practical and will focus on the preparation and cooking of dishes from different world regions. for example with websites. for example. but encourage them to apply the investigative skills that will be useful to them in their future careers as chefs.

This unit also links to the following Management NVQ units: • • • • • • • • • • • • • • • • • • A2: Manage your own resources and professional development B2: Map the environment in which your organisation operates B8: Ensure compliance with legal. Evaluation of dishes can be evidenced through group discussions and again could be recorded in logs or diaries. to ensure that evidence is presented to demonstrate knowledge and understanding of the characteristics and trends in different regional cuisines. ethical and social requirements B11: Promote diversity in your area of responsibility B12: Promote diversity in your organisation C1: Encourage innovation in your team C2: Encourage innovation in your area of responsibility C3: Encourage innovation in your organisation E1: Manage a budget E2: Manage finance for your area of responsibility E4: Promote the use of technology within your organisation E5: Ensure your own action reduce risks to health and safety E6: Ensure health and safety requirements are met in your area of responsibility E7: Ensure an effective organisational approach to health and safety F2: Manage a programme of complementary projects F9: Build your organisation’s understanding of its market and customers. regulatory. There are further links through the development of academic study with Unit 26: Research Project. This unit also links with the following blocks of the HCIMA Corpus of Knowledge: OP04: Food and Beverage Skills and Knowledge OP42: Food and Society. Formal work involving written assignments is not appropriate for this type of unit. however. Commodities and equipment have been included within the unit as they provide the vehicle for development of primary and creative skills. commodities and methods used. 280 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . Links This unit is linked to practical units within the qualification.It is important. particularly those within the Culinary Arts pathway: • • • • Unit 10: Food and Society Unit 30: Menu Planning and Product Development Unit 33: Contemporary Gastronomy (double unit) Unit 35: Creative Patisserie (double unit). such as the equipment.

2003) ISBN 0060185058 Further reading Caterer and Hotelkeeper (Reed Business Information) Chef (Reed International) Croner’s Catering Magazine (Croner Publications) Hospitality (Reed Business Information) Kitchen equipment catalogues BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 281 . kadais) is essential to the delivery of this unit. The use of such equipment and the substantial use of specialist commodities will be a heavy demand that centres must be sure they can meet. 1995) ISBN 1858131499 Kotas R and Jayawardena C — Profitable Food and Beverage Management (Hodder Arnold H&S. 2003) ISBN 8125025189 Shulman M R — Mediterranean Light: Delicious Recipes from the World’s Healthiest Cuisine (Morrow Cookbooks. 2000) ISBN 075480092X Hellon J — The Blue Elephant Cookbook (Pavilion Books. 1996) ISBN 0470235721 Ceserani V and Foskett D — Advanced Practical Cookery (Hodder Arnold H&S.Resources The provision of commercial catering equipment that reflects Indian cuisine (eg tandoori ovens. ICT is not a major feature of this unit but will be useful in enabling learners to research different types of Indian cuisine. 2001) ISBN 1862053030 Hobson W (editor) — The Classic 1000 Chinese Recipes (Foulsham. 2002) ISBN 0572028490 Hom K — The Taste of China (Paragon. 2002) ISBN 0340848537 Civitello L — Cuisine and Culture: A History of Food and People (John Wiley & Sons. Support materials Books Bode W K H — European Gastronomy: The Story of Man’s Food and Eating Customs (Hodder & Stoughton. 1994) ISBN 0340595124 Philip T E — Modern Cookery for Teaching and the Trade (Sangam Books. 2003) ISBN 0471202800 Cousins J. 2000) ISBN 0688174671 Sobell C — New Jewish Cuisine: Contemporary Kosher Cooking from Around the World (Interlink Books. 2002) ISBN 1862055149 Van Aken N and Van Aken J — New World Kitchen: Latin American and Caribbean Cuisine (Ecco. 2002) ISBN 0582452716 Doeser L — Classic Chinese Cooking: Tempting Tastes from the East (Lorenz Books. Foskett D and Gillespie C — Food and Beverage Management (Longman. therefore access to appropriate equipment will be an advantage but not a priority. 2004) ISBN 1566564514 Thompson D — Thai Food (Pavilion Books. Photographic evidence will support the learner’s portfolio development.

chopstix.uk www.co.world-cuisines.about.tandoorimagazine.nutrition.co.riph. Food Safety (Croner Publications) Video/DVD BBC Learning Zone — hospitality programmes Broadcasts of commercial programmes relating to the hospitality industry Websites www.pacificrim-gourmet.ethnicgrocer.com www.kitchenlink.com www.foodservice411.com Caterer and Hotelkeeper website Chinese food information Chinese food and culture Croner Publishing International recipes and ingredients for Asian cuisine Food Standards Agency University of Reading’s food law website Restaurants and Institutions magazine Hotel and Catering International Management Association Hospitality Net Kitchen Link — world-wide recipes British Nutrition Foundation Pacific Rim cuisine People 1st (formerly Hospitality Training Foundation) Food & Beverage Manager Royal Institute of Public Health Tandoori Magazine Indian recipe site Thai cuisine recipes.hospitalitynet.caterer.food.uk www.com www.foodlaw.thaicuisine.uk www.uk www.ranw.uk www. Health and Safety.org www.people1st.ac.rdg.org.org.com http://chinesefood.com/rimag www. These resources should be used with caution.Menu specifications Tandoori magazine (Subcontinent Publishing) Voice of the BHA (British Hospitality Association) CD ROMs Catering. restaurants and ingredients World cuisine recipes Learners should be encouraged to consult a wide range of commercial websites to support the evidence they develop for this unit. 282 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .tarladalal.uk www.com www.croner.co.com www.uk www.uk www. Websites often make reference to other internet information sources.com www.hcima.com www.org.com www.gov.

The provision. Summary of learning outcomes To achieve this unit a learner must: 1 2 3 4 Explain the use of equipment and methods for creative patisserie work Use food preparation and cooking knowledge and skills to prepare different patisserie items Explain and demonstrate professional. Learners will also be able to apply creative flair in the preparation of patisserie dishes and develop an innovative approach to their work. taking into consideration aspects such as food costs. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 283 . materials. They will also have the opportunity to evaluate products and make recommendations as to how they could be improved. safe and hygienic kitchen practices Apply evaluation techniques and criteria to a range of patisserie items. availability of seasonal produce or as a reflection of healthy eating. Learners need to be able to adapt to these changes. equipment and ingredients available.Unit 35: Learning hours: NQF Level 5: Creative Patisserie 120 BTEC Higher National — H2 Description of unit This unit will develop learners’ knowledge and skills in the creative preparation of patisserie goods. either through evolving eating trends. composition and presentation of patisserie items changes continually.

specialist sugar/chocolate equipment Preparation: eg creaming. boiling. doughnuts. display items. shallow/deep-fat frying. moulding/de-moulding. cutting. shaping. boiling. coating. afternoon tea goods Meringues: cold. hot Ice confections: ice creams. liquidising. emulsifying. fresh and convenience fruits. warm. cooling/chilling. noodle. whisking. parfaits. rolling. as a covering medium. couverture. individuals. strudel. glazing. dusting. savoury. production of flavouring. sorbets. breads. piping. hot water. sifting. individual. water ices. ravioli. sauces and decorative pieces for garnish. puddings. pastillage and royal icing Marzipan and fondant: as an ingredient. manipulating. bains-marie. provers. stippling. laminating. decorating 2 Patisserie items Pastes: sweet. specialist equipment eg moulds. incorporating fat/salt/sugars/yeast. frozen yoghurt. mixers. sponge products eg roulade. crème fraiche. dipping. fermenting. conditioning. short. moulding. small equipment eg knives. Swiss roll. tempering. salamanders. mixing. petits fours Chocolate: flavoured coating. sundaes Sugar work: boiling. use of sugar at different degrees. fruit cake. enriched dough. laminated dough Sponges and cakes: slab cake. blending. almond fillings 284 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . rubbing in. gateaux. kneading. melting Cooking: eg steaming. display pieces/items. extruding. thermometers/probes. filling. griddles. as a coating medium. petits fours Mousses and Bavarin creams: charlottes. coupes. chemically aerated goods. spreading Processing: eg reducing. separating. baking. Linzer. pie. filo. small. spreading. bombes. folding. developing.Content 1 Equipment and methods Equipment: large equipment eg conventional stoves/ovens. blending. stretching paste. premixes. slices Sundry items: hot and cold sweets. cooling/chilling/freezing. as an ingredient. chopping boards. display work. as a decoration. puff. use in other items eg tortes. soufflés. sweet bread products eg cookies. pastry creams. savarines. flambé. flavouring. relaxing. aeration. Almond Fermented goods: rolls. glazing. fresh/synthetic cream. extruding. Sable. poaching Finishing: eg grilling. choux. piping. colouring. re-heating. portioning. speciality pastes eg German.

dish analysis sheets. sources of information eg customers. qualitative/quantitative feedback. quality. appearance and acceptability. working methods. good hygienic practices. reasons for change BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 285 . making reasoned judgements based on available information. attention to detail. safe and hygienic Professional: attitude. appearance. speaking.3 Professional. taste. monitoring and control points. cross contamination. codes of practice 4 Evaluation techniques and criteria Techniques: collecting information. attentiveness. relaying messages and orders accurately and promptly. recommendations for improvement Criteria: timing. use of resources. high standard of personal appearance including proper uniform. maintaining quality. timing schedules. colleagues. cost. body language. colour. treating colleagues with respect. effective communications eg listening. codes of practice Safety and hygiene: key legislation eg food safety. texture. teamwork.

• 4 Apply evaluation techniques and criteria to a range of patisserie items. cooking and finishing of patisserie items explain the methods used for a range of patisserie items demonstrate preparation. safe and hygienic kitchen practices • 3 • • demonstrate a professional attitude at all times use relevant personal. small and specialist equipment used in the preparation. social and technical skills when preparing.Outcomes and assessment criteria Outcomes Assessment criteria for pass To achieve each outcome a learner must demonstrate the ability to: 1 Explain the use of equipment and methods for creative patisserie work • describe a range of large. cooking and finishing skills for a range of patisserie items • 2 Use food preparation and cooking knowledge and skills to prepare different patisserie items Explain and demonstrate professional. processing. processing. processing. • • 286 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . cooking and finishing pastry items explain and demonstrate at all times safe and hygienic working practices evaluate clearly and coherently a range of patisserie items make valid recommendations for improvement.

Learners must have the opportunity to develop a wide range of knowledge and practical skills. The evaluation of patisserie items is an important element and learners will initially need guidance on how best this can be achieved. Later in the unit. recorded as witness statements or other appropriate formats. although learners will need extensive support during the initial stages of delivery. provided that this is achieved within the scope of the unit and does not become stressful. ethical and social requirements E1: Manage a budget E2: Manage finance for your area of responsibility BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 287 . Future employers will expect recruits to demonstrate a professional attitude to their work. to themselves. Evaluation of dishes can be evidenced through group discussions and again could be recorded in logs or diaries. processing. Tutors must take great care throughout their work to reinforce the importance of maintaining the right professional attitude.Guidance Delivery Professionalism in the hospitality and catering industry is vital both to the success of the hospitality organisation and the learner’s future career. to colleagues and to their employers. Assessment Evidence for this unit should primarily be practical and assessed through observation of learners’ skills in preparing. Links This unit is linked to practical units within the qualification. Learners must also be encouraged to be creative in their work. in terms of personal. Dishes should be produced to a standard that would be acceptable to paying customers. particularly those within the Culinary Arts pathway: • • • • • • • • Unit 10: Food and Society Unit 30: Menu Planning and Product Development Unit 33: Contemporary Gastronomy (double unit) Unit 34: World Cuisine. Formal work involving written assignments is unlikely to be appropriate for this type of unit. processing. This unit is primarily practical and focuses on the development of preparation. regulatory. cooking and finishing a range of patisserie items. Diaries or logs of activities would provide useful support for records of observation. social and technical skills and safe and hygienic working practices when working with and communicating with others. This unit also links to the following Management NVQ units: A2: Manage your own resources and professional development B8: Ensure compliance with legal. whilst still involving the tutor as an informed observer. cooking and finishing skills for patisserie items. learners should take greater control over the evaluation of dishes.

Confectionery and Desserts (HarperCollins.org.rdg. Pastries.com www. The use of such equipment together with the substantial use of commodities will be a heavy demand that centres must be sure they can meet. Cookies.uk www. 1993) ISBN 0316905593 Wright J — Patisserie of Italy (McGraw-Hill Education. 1988) ISBN 0070233179 Hanneman L J — Patisserie (Butterworth-Heinemann.askachef.ac.com www. Resources The provision of commercial catering equipment is essential to the delivery of this unit. Biscuits.foodlaw.org www. Chocolate.uk www.• • • • • E5: Ensure your own action reduce risks to health and safety E6: Ensure health and safety requirements are met in your area of responsibility E7: Ensure an effective organisational approach to health and safety.food. 1993) ISBN 0750604301 Juillet C — Classic Patisserie (Butterworth-Heinemann.hcima. 1994) ISBN 020718478X Roux M and Roux A — The Roux Brothers on Patisserie (Little Brown. 1998) ISBN 075063815X Maree A — Patisserie: An Encyclopedia of Cakes.uk Academy of Food and Wine Service Ask a Chef Caterer and Hotelkeeper website Food Standards Agency University of Reading’s food law website Hotel and Catering International Management Association 288 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . Support materials Books Bacon J — Patisserie of Vienna (McGraw-Hill Education. This unit also links with the following blocks of the HCIMA Corpus of Knowledge: OP04: Food and Beverage Skills and Knowledge OP42: Food and Society.gov. 1988) ISBN 0070720908 Further reading Caterer and Hotelkeeper (Reed Business Information) Croner’s Catering Magazine (Croner Publications) Hospitality (Reed Business Information) Hospitality Matters (British Hospitality Association) Hotel and Restaurant Magazine (Quantum) Voice of the BHA (British Hospitality Association) Websites www.acfws. ICT is not a major feature of this unit but will enable learners to research ideas and developments in patisserie work.caterer.

people1st.uk Hospitality Net People 1st (formerly Hospitality Training Foundation) Learners should be encouraged to consult a wide range of commercial websites to support the evidence they develop for this unit.co. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 289 .org www.www. These resources should be used with caution. Websites often make reference to other internet information sources.hospitalitynet.

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texture. including the issues involved in large-scale production. Summary of learning outcomes To achieve this unit a learner must: 1 2 3 4 Develop a new or modify an existing food or beverage product Evaluate the issues of large-scale production Investigate food quality using subjective and objective tests Evaluate the responses of customers to the new product. Learners will initially explore the issues surrounding the development of a new product or the modification of an existing one.Unit 36: Learning hours: NQF Level 5: Catering Technology 60 BTEC Higher National — H2 Description of unit The aim of this unit is to introduce learners to the principles and practical applications of catering technology. colour and flavour. This aspect will include evaluating the responses of customers to the new product. as well as scientificallybased objective testing. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 291 . such as taste. These will include subjective testing. The unit also focuses on the creation of new food products and their assessment as suitable for a prescribed clientele. They will also use testing techniques to investigate the quality of food products.

smell. risk assessment Legislation: eg food labelling. up-skilling/reskilling of staff. selecting sample. storage monitoring. stock rotation systems 3 Subjective and objective tests Subjective tests: eg taste. vegetarian and healthy eating concepts 2 Large-scale production Production: project design and management Packaging: role of packaging in demand and acceptance. costings. food enhancers. new equipment requirements. timescales for development. specification manual. food stabilisers. recording and analysing results 292 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . technological developments.Content 1 Modify an existing food or beverage product Design: concept research. consumer reactions. microbiological and organoleptic techniques 4 Evaluate the responses Evaluation techniques: market research. risk analysis Influences: eg food fashions. focus groups. texture. questionnaires. tasting panels. colour. corporate development programmes. validity Process: identifying opportunity. small-scale development. flavour Objective tests: physio-chemical. sampling. ethnic cookery influences. environmental issues. globalisation. trend analysis. analysis software and hardware. food safety. operating procedures Technology systems: eg testing and evaluation equipment. materials. distribution channels Equipment: appliances and their versatility. temperature controls and recording. additives. presentation methods. establishing procedure. pilots.

• 2 Evaluate the issues of largescale production • 3 Investigate food quality using subjective and objective tests Evaluate the responses of customers to the new product. • 4 • • BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 293 . adhering to the design specifications and associated legislation and taking account of current influences explain the role of legislation in the development of a new product explain how the development of packaging.Outcomes and assessment criteria Outcomes Assessment criteria for pass To achieve each outcome a learner must demonstrate the ability to: 1 Develop a new or modify an existing food or beverage product • design a new food or beverage product. implement and evaluate simple subjective and objective tests for sensory evaluation of food design and carry out a range of evaluation techniques to assess the success of a product evaluate the validity of each of the techniques used. equipment and technological systems have affected large-scale production as well as the design and management of the product design.

Guidance

Delivery Tutors can begin the delivery of this unit through discussion groups to examine case studies of food or beverage products that have recently completed the development cycle. Learners can be given freedom to explore the influences that drive product development. Both tutors and learners must be aware that such influences change over time and may themselves be short or long-term. This will affect the development processes, particularly with respect to the cost of development. The discussions can lead to ideas from learners about products they might like to develop or modify. Some theoretical input will be required, particularly to cover issues of legislation. Learners will need considerable support to understand issues relating to large-scale production. Delivery will be enhanced by site visits and guest speakers from the industry. Such associations should ensure that the latest applications of ICT are properly covered. This is a rapidly changing aspect of catering technology that can only be satisfactorily covered through connections with industry. It is important that learners understand wider issues that would affect a major commercial operation, as well as smaller scale issues that will affect the development work they will undertake within the centre. Proper facilities must be provided for development and testing work, including appropriate storage, preparation and cooking equipment, as well as laboratory equipment to undertake objective tests. Suitable recording documentation should be provided, some of which may be designed by learners. Tutors should be aware of the potentially complex nature of recording documentation for scientific testing and should not allow design by learners to detract from the focus of the unit. The issue of subjective testing can then be extended into the market place by evaluating customer response to the new product. This needs to include decisions by learners about which evaluation techniques they will use and agreement on the process of involving potential customers with evaluation. Again, learners must be aware of the differing implications of implementing evaluation for a large-scale commercial operation and for the development work they have completed within the centre. Assessment Tutors should be aware of the highly practical nature of this unit and make appropriate provision for establishing evidence, such as reports and results of laboratory tests and examinations. These may be presented in a formal report format or delivered to a group, which may include representatives from industry. (This would be a useful opportunity to extend the involvement of visiting speakers or those who have hosted visits to commercial operations.) Such reports or presentations can be extended to include accounts of the exploratory and investigative reports that led to laboratory development, as well as the outcomes of the evaluation by potential customers. This would include all aspects of the development process from initial concept through to scale development. The outcome would result in the building of a portfolio of product development, as a complex but holistic piece of work that would reflect the outcomes of a client or company brief, if this were happening in industry. This approach would need careful initial briefing and subsequent close monitoring by the tutor as work progresses.

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It is strongly recommended that when learners are delivering presentations, they have access to the latest technological equipment eg laptop computers, LCD projectors, presentation software. Links This unit can be linked successfully with a range of practical and related units within the programme. • • • • • • • • • • • • • • • • • • • • • • • • • • • • Unit 10: Food and Society Unit 15: Marketing Unit 33: Contemporary Gastronomy (double unit) Unit 37: Food Hygiene and the Environment Unit 38: Nutrition and Diet.

This unit also links to the following Management NVQ units: A2: Manage your own resources B1: Develop and implement operational plans for your area of responsibility B2: Map the environment in which your organisation operates B3: Develop a strategic business plan for your organisation B4: Put the strategic business plan into action B8: Ensure compliance with legal, regulatory, ethical and social requirements C1: Encourage innovation in your team C2: Encourage innovation in your are of responsibility E1: Manage a budget E2: Manage finance for your area of responsibility E4: Promote the use of technology within your organisation E5: Ensure your own action reduce risks to health and safety E6: Ensure health and safety requirements are met in your area of responsibility E7: Ensure an effective approach to health and safety F1: Manage projects F3: Manage business processes F9: Build your organisation’s understanding of its market and customers F10: Develop a customer focused organisation F11: Manage the achievement of customer satisfaction F12: Improve organisational performance.

This unit also links with the following blocks of the HCIMA Corpus of Knowledge: OP07: Managing Food Production Operations OP41: Hospitality Technology OP43: Food Science.

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Resources Proper facilities must be provided for development and testing work, including appropriate storage, preparation and cooking equipment. Learners will need access to a food laboratory with appropriate objective testing equipment and food sensory facilities for taste panels. Learners will need access to a library with a variety of texts, journals and packs on the associated legislation and food and equipment safety. Access to the internet is particularly important, together with the use of relevant software and hardware applications. Support materials Books Bell J — Doing Your Research Project (Open University Press, 2005) ISBN 0335215041 Cousins J, Foskett D and Gillespie C — Food and Beverage Management (Longman, 2002) ISBN 0582452716 Inwood D and Hammond J — Product Development: An Integrated Approach (Kogan Page, 1993) ISBN 0749410043 Jones P and Merricks P (editors) — The Management of Food Service Operations (Thomson Learning, 1994) ISBN 030432907X Knight J B and Kotschevar L H — Quantity Food Production, Planning and Management (John Wiley & Sons, 2000) ISBN 0471333476 Lockwood A (editor) — Quality Management in Hospitality: Best Practice in Action (Thomson Learning, 1996) ISBN 0304334855 Loken J K (editor) — The HACCP Food Safety Manual (John Wiley & Sons, 1995) ISBN 0471056855 Further reading Food Catalogue (Fisher Scientific) — a 128-page catalogue with dedicated ranges of laboratory essentials covering consumables, capital equipment, chemicals and microbiological media (available online from www.fisher.co.uk/catalogues/food.htm) Hotel and Catering Technology Websites www.foodtech.org.uk food technology website including online analytical tools, direct links with professionals; case studies supported by video clips

www.netcomuk.co.uk/~media/foodtech.htm food technology website that provides basic information for learners Learners should be encouraged to consult a wide range of commercial websites to support the evidence they develop for this unit. Websites often make reference to other internet information sources. These resources should be used with caution.

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Unit 37:
Learning hours: NQF Level 5:

Food Hygiene and the Environment
60 BTEC Higher National — H2

Description of unit
The aim of this unit is to define the importance of the hygienic storage, preparation and serving of food in a controlled environment, and investigate the underlying principles of food hygiene. Food hygiene is becoming increasingly important from the perspective of both the operator and the consumer. The intention of this unit is to give a broad insight into the subject from a management perspective. Learners will initially develop their understanding of food poisoning and the processes that can prevent food spoilage and preserve food quality. They will also examine a range of prevention systems and how they can be implemented. Their learning will be underpinned through the analysis of the importance of risk assessment and quality control systems.

Summary of learning outcomes
To achieve this unit a learner must: 1 2 3 4 Describe the agents of food poisoning and food-borne disease Analyse the processes that can effectively prevent food spoilage and preserve food quality Explain the importance of effective prevention systems in the control of food contamination Analyse the importance of risk assessment and quality control systems.

BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005

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Content

1

Agents of food poisoning Bacteriology: main bacteria of concern — salmonella, clostridia, listeria, Ecoli, staphylococcus aureus, growth conditions, characteristics, incubation and onset times of illness Physical contamination: explanation of physical contaminants, prevention of physical contamination, methods of control Chemical contamination: types of chemical contaminants, prevention of chemical contamination, methods of control Food poisoning: causes, symptoms, duration Food-borne infections: difference between food-borne infection and food poisoning, agents of food-borne disease, sources of contamination, prevention measures High-risk foods: foods which are most likely to cause food poisoning

2

Processes Food spoilage agents: bacteria, yeasts, moulds, enzymatic activity Food preservation methods: chemical, physical Special processes to prolong shelf-life: irradiation, microwaves, vacuum packing

3

Effective prevention systems Storage: methods and types of storage, storage controls — temperature, humidity, cleanliness, labelling, stock rotation, use-by dates, cross-contamination Personal hygiene: legislation related to personal hygiene, protective clothing, crosscontamination, notification of illness, personal hygiene through training Cleaning and disinfection: definition of detergent, disinfectant, sanitiser, sterilant, storage and use of chemicals, Control of Substances Harmful to Health (COSHH) regulations, modes of action of cleaning materials, design, implementation and monitoring of cleaning schedules Pests: types of pests in food establishments, methods of entry, signs of infestation, control and monitoring Design and construction of premises: systems approach to designing premises, importance of barrier control, legislation of design, cleaning considerations Training: importance of training in how to monitor the systems employed

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BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005

4

Risk assessment and quality control systems Quality control systems: assured safe catering, risk assessment, good manufacturing practice and supplier safety assurance Hazard Analysis and Control of Critical Points (HACCP): implementation, process flow diagrams, monitoring and evaluation, training Legislation: Food Safety Act 1990, Food Safety (Temperature Control) Regulations 1995, Food Safety (General Food Hygiene) Regulations 1995; replacement legislation where applicable

BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005

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Outcomes and assessment criteria

Outcomes

Assessment criteria for pass To achieve each outcome a learner must demonstrate the ability to:

1

Describe the agents of food poisoning and food-borne disease

• • • •

determine the importance of bacteriology in the prevention of food poisoning describe physical and chemical contaminants and how they can be prevented define the causes, symptoms, duration and onset times of food poisoning with reference to specific causes explain the term ‘food-borne illness’, the associated agents and how it can be prevented summarise the types of food-spoilage agents and the conditions in which they grow describe the methods of food preservation and their effectiveness in controlling food spoilage identify the special processes available and how they work summarise the methods for safe storage of food describe the importance of personal hygiene in the control of food contamination assess cleaning and disinfection as an integral part of safe food production discuss the problems associated with various pests in food establishments evaluate the need for careful design and construction of premises with respect to food hygiene explain the importance of training as a management function describe the various types of quality control systems prepare a risk assessment and quality control system and apply current food safety legislation.

2

Analyse the processes that can effectively prevent food spoilage and preserve food quality

• • •

3

Explain the importance of effective prevention systems in the control of food contamination

• • • • • •

4

Analyse the importance of risk assessment and quality control systems.

• •

300

BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005

Issues relating to quality control and risk assessment are linked to other units within the programme. Visiting speakers including food hygiene specialists should be used where possible to add currency and vocational relevance. the unit will require evidence of theoretical learning. Although theory will be necessary to introduce concepts. this aspect begins to link theory with practice. Visits to a range of commercial operations will expose learners to a wider variety of prevention systems. Learners will also have the opportunity to carry out risk assessment in a range of areas and compare their results with risk assessment in practice. as well as expected and unexpected forms of physical and chemical contamination. Such environments may also clarify issues of design and construction of premises in a way that may not be so apparent in converted premises. Learners will be able to observe a range of effective prevention systems in practice within the centre’s realistic working environment. tutors should not overlook the advantages of presentations to a group. However. with a focus on the growth of food poisoning cultures. the Environmental Health Office and other agencies such as the Royal Institute of Public Health that highlight a range of specific issues. Laboratory experiments can explore the scientific aspects of the processes. Tutors should also use focused case studies. it should also be linked to practical units in order to underpin the relevance of the subject and the outcomes to the overarching hospitality industry. However. Tutors should begin with the theory of agents of food poisoning. Delivery should include theory supported by practical laboratory work. many of which are regrettably based in real life. There are plentiful packages and support resources available in this area. Theory should establish the processes involved in the prevention of food spoilage and food preservation. Logs of practical work. for example a hotel or restaurant. Assessment By its nature. also provide alternative forms of evidence. although some may necessarily take place over a longer time period to assess the effects of preservation processes. Further experimentation can examine the additional hazards posed by high-risk foods. but nonetheless underpin the serious implications of this unit. Accounts of laboratory experiments will also be required. particularly where the group includes industry specialists such as the local Environmental Health Officer or the food safety officer for the local hospital. The final learning outcome will require delivery using a blend of theory and practice. but tutors should reinforce the importance of such practices from the food hygiene perspective. such as controlled stock rotation and monitoring of storage temperatures in a hospital cook-chill system. There are plentiful resources produced by the industry. such as the risk assessment and its outcomes. This work will lead to a range of effective prevention systems. Theory should be supported by laboratory work in a controlled environment. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 301 .Guidance Delivery This unit would be best delivered as a stand-alone package in order to ensure all the learning outcomes are achieved. which is likely to be based on report writing. which should be used to support vocational relevance.

they have access to the latest technological equipment eg laptop computers. to add currency and vocational relevance. This unit also links to the following Management NVQ units: B2: Map the environment in which your organisation operates B8: Ensure compliance with legal. Details of suggested reading materials are provided below. journals and specialist CD ROMs associated with food hygiene as well as access to the internet. This unit also links with the following blocks of the HCIMA Corpus of Knowledge: OP06: Managing Food Hygiene OP07: Managing Food Production Operations OP38: Statutory Regulations and Legal Requirements OP41: Hospitality Technology OP43: Food Science. presentation software. and the use of relevant software applications. 302 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . Tutors should also develop a bank of case study materials. It is strongly recommended that when learners are delivering presentations. regulatory. Resources Learners will need access to a library with a variety of texts.There is the potential to design a single assignment covering all aspects of evidence required by the unit. Laboratory facilities would be helpful to support exploratory work. LCD projectors. ethical and social requirements E5: Ensure your own action reduce risks to health and safety E6: Ensure health and safety requirements are met in your area of responsibility E7: Ensure an effective organisational approach to health and safety F12: Improve organisational performance. some of which will probably be drawn from the trade press. Links This unit provides and can be linked successfully with a wide range of units. Examples include: • • • • • • • • • • • • • • • • • • • Unit 4: Food and Beverage Operations Unit 13: On-Licensed Trade Management Unit 27: Cellar and Bar Operations Unit 29: Introduction to Brewing Science Unit 30: Menu Planning and Product Development Unit 31: Planning and Managing Food Production Unit 32: Planning and Managing Food and Beverage Service Unit 35: Creative Patisserie (double unit). This would make a comprehensive assessment vehicle that would add value to learners’ work but tutors must ensure that this is not at the expense of fundamental understanding of the subject.

1997) ISBN 0340677015 Hobbs B C and Roberts D (editor) — Food Poisoning and Food Hygiene (Hodder Arnold.Support materials Books Blanch S — Food Hygiene (Hodder Arnold H&S. 1997) ISBN 1900134055 Dillon M and Griffith C — How to HACCP: An Illustrated Guide (MD Associates. Wallace C A and Cassianos C — HACCP: Executive Briefing (Blackwell Science. 2004) ISBN 1904544258 Trickett J — Food Hygiene for Food Handlers (Thomson Learning.uk) Voice of the BHA (British Hospitality Association) HCIMA produce a number of copyright-free technical briefs on most aspects of hospitality and catering which are available for free download — see the HCIMA website (details below). 1995) ISBN 0110532279 Hospitality (Reed Business Information) Industry Guide to Good Hygiene Practice: Catering Guide (Department of Health/Chadwick House. 2002) ISBN 0750653493 Leach J — A Guide to Customer Perceptions of Food Hygiene (Chadwick House. 1996) ISBN 1871912903 Mortimore S.uk) Caterer and Hotelkeeper (Reed Business Information) Croner Guide: The A-Z to Catering (Croner Publications) Croner’s Catering Magazine (Croner Publications) Food Safety (General Food Hygiene) Regulations 1995 (Stationery Office Books. 2003) ISBN 1904306004 Macdonald D J. 2001) ISBN 0632056487 Sprenger R A — Hygiene for Management (Highfield. 1996) ISBN 0834216809 Dillon M and Griffith C — How to Audit: Verifying Food Control Systems (MD Associates. 1993) ISBN 034053740X Knowles T — Food Safety in the Hospitality Industry (Butterworth-Heinemann.co. 2003) ISBN 0340858079 Chesworth N — Food Hygiene Auditing (Kluwer Academic/Plenum Publishers.co. Engel D and Woffenden C (editor) — A Guide to HACCP: Hazard Analysis for Small Businesses (Highfield. 1997) ISBN 0900103000 Managing Food Safety (FST Interactive — www.fastrain. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 303 . 2000) ISBN 1900134128 Garbutt J — Essentials of Food Microbiology (Hodder Arnold. 1996) ISBN 1861526903 Further reading Assessing Food Hygiene (FST Interactive — www.fastrain.

org.co.gov.caterer.hse.com www.phls.uk www.org www.gov.uk www.uk www. Food and Rural Affairs FST Interactive Food Standards Agency Hotel and Catering International Management Association Health & Safety Executive People 1st (formerly Hospitality Training Foundation) Health Protection Agency Royal Institute of Public Health Royal Society for Promotion of Health The Society of Food Hygiene Technology Learners should be encouraged to consult a wide range of commercial websites to support the evidence they develop for this unit.highfield. Websites often make reference to other internet information sources.uk www.croner.org www. These resources should be used with caution.food.uk www.riph. Video/DVD BBC Learning Zone — hospitality and catering programmes Broadcasts of commercial programmes relating to the hospitality and catering industry Essential Food Hygiene (Royal Society of Health) CD ROM Basic Food Hygiene (Highfield Publications — www.uk www.uk www.rsph.people1st.org.uk) Websites www.com Useful HSE publications include A Guide to Information.uk www.co.co. 304 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .hcima.hsebooks.cieh.gov.defra.co.co.co.Health and Safety Executive Books are available from: HSE Books PO Box 1999 Sudbury Suffolk CO10 2WA Telephone: 01787 881 165 Website: www.org.uk British Hospitality Association Caterer and Hotelkeeper website Chartered Institute of Environmental Health Croner Publications Department for Environment.fastrain.sofht.bha-online.uk www. Instruction and Training and Catering Guidance Sheets.uk www.

Learners will also have the opportunity to plan and analyse diet and menus for a range of situations and customers.Unit 38: Learning hours: NQF Level 5: Nutrition and Diet 60 BTEC Higher National — H2 Description of unit The aim of this unit is to investigate a number of areas of nutrition. It is assumed that. Learners will develop their understanding of nutritional principles. This will lead to wider issues relating to the role of nutrition in hospitality management. which underpin the links between diet and health. the learner has a basic knowledge of nutrition. including contemporary ideas regarding diet and health such as food choice and the influences of society. They will then be able to use this to explore the role of nutrition in the planning and management of food production operations. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 305 . Summary of learning outcomes To achieve this unit a learner must: 1 2 3 4 Explain nutritional principles Investigate the links between diet and health Plan and analyse diet s and menus Examine the role of nutrition in hospitality management. prior to undertaking the unit. in order to devise and analyse menus for a variety of customers in various sectors of the hospitality industry.

treatment. sensory perception). fibre/NSP (non-starch polysaccharides) and bowel disorders. nutrient and food recommendations of 1994 COMA report Therapeutic diets: diabetic. cultural. fish and alternatives. diet (eg antioxidant vitamins) and cancer.Content 1 Nutritional principles Food choice: factors influencing food choice and dietary habits (socio-economic. bread and cereal foods. psychological. snacking) Food classification: main food groups (meat. fatty and sugary foods). nutritional values of common foods Nutritional requirements: dietary reference values (DRVs) for nutrients and energy. weight-reducing and glutenfree diets Analysis of menus and diets: measurement. nutrient and energy needs of population subgroups (children. current market share for alcoholic beverages Allergies: eg peanut. use of food tables 2 Diet and health Health: obesity and overweight (nature and extent. calculation and estimation of weights of foods in meals and diets. physically active. diet and dental health. monosaturates. elderly. anaemia. media. fruit and vegetables.and long-term). ethical. current food trends (eg fast foods. weighed inventory. coronary heart disease. evaluation of the suitability of menus for the intended customers Menu modification: adaptation of recipes. milk and dairy foods. other vitamin and mineral deficiencies Healthy eating: healthy eating guidelines. salt and increased fibre) 306 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . diabetic. salt and hypertension Deficiency diseases: folic acid deficiency. dietary fats (saturates. menus and diets to comply with healthy eating guidelines (reduced fat. vegan. religious. omega-3 fatty acids. colourings 3 Diets and menus Meal/menu planning: construction of healthy. biochemical. National Food Survey). sugar. product development trends linked to customer demands. pregnancy and lactation) Nutritional status: assessment of the nutritional status of populations and individuals (anthropometric assessment). use of food tables and computer programmes in the analysis of the nutrient and energy contents of a variety of menus and diets. behavioural effects. causes. palatable meals and menus for a variety of situations and customers including vegetarian. body mass index (BMI). 1983 NACNE report. transfatty acids) and effects on serum cholesterol (LDL and HDL). measurement of food and nutrient intake (24 hour recall. polyunsaturates. weight-reducing and gluten-free diets Alcohol: physiological/psychological effects of alcohol in the body (short.

employee feeding. sous vide) Nutrition in different sectors of the industry: application of nutritional principles and relative importance of nutrition in a variety of catering outlets (eg schools. fast-food outlets) Promotion of healthy eating: importance of a good diet. residential homes.4 Role of nutrition Food production methods: effects of different food production methods and cooking techniques on the nutritional values of foods (eg conventional large-scale cooking methods. hospitals. presentation of nutritional information to customers and staff. microwave cooking. cook-chill. nutrition education BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 307 . hotels. restaurants.

2 Investigate the links between diet and health • • • • 3 Plan and analyse diets and menus • • • 4 Examine the role of nutrition in hospitality management. obesity and coeliac disease appraise the effects of alcohol on the human body and the hospitality world prepare and develop healthy.Outcomes and assessment criteria Outcomes Assessment criteria for pass To achieve each outcome a learner must demonstrate the ability to: 1 Explain nutritional principles • • • • describe the factors affecting food choice and current food trends classify foods according to type and nutrient content describe nutritional requirements of individuals and groups explain methods used for measuring nutritional status and food intake describe the relationships between diet and health explain the principles of healthy eating describe the use of diet in the treatment of diabetes. meals and menus to implement healthy eating principles describe the effects of different food production methods on the nutritional value of foods compare the importance of nutrition and the different nutritional principles involved in a variety of catering outlets produce material which provides nutrition information and promotes concepts of healthy eating suitable for use in the catering industry. palatable meals for a variety of customers and situations analyse menus and diets using food tables and computer programmes modify existing recipes. • • • 308 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .

Other possibilities may include sports coaches or food consultants with a remit for schools provision. When investigating the links between diet and health. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 309 . learners can explore a wide variety of user groups and provide feedback to their peers. Theoretical input will be required to develop learners’ knowledge of food classifications and nutritional requirements. material or displays for promotion of nutritional and healthy eating concepts and particularly graphical representations of dietary analysis will add meaning and relevance to the presentation. Presentations that enable learners to demonstrate a variety of communication skills will enhance the presentation of evidence. modified and ‘healthy’ recipes. This can subsequently be extended to cover a range of other food users. lengthy reports are unlikely to be an effective assessment vehicle. Learners need to draw together their learning by examining the role of nutrition in hospitality management. Visits to industry to observe the preparation of food and drink that reflects the broad coverage of this unit will provide vocational relevance. Tutors should focus on the capacity for menu modification to underpin healthy diets.Guidance Delivery This unit requires delivery using a combination of theory and practical application. particularly when the audience includes dietary specialists. Learners need to be able to link concepts of diet and nutrition to contemporary food and beverage provision. opening opportunities for dietary analysis on a personal level. They need to understand the capacity of hospitality managers and practitioners to manage and influence dietary choice and to promote healthy eating. Tutors should use case study material to highlight key diet issues. Further visits to industry will enable learners to investigate management policy regarding the nutritional aspects of food provision and the choices available to managers and chefs in practical environments. particularly in the third world. such as those caused by the passing trend of junk fast food. However. photographs. As such. thus extending substantially their range of knowledge. theoretical input will form the basis of delivery. which can be supported by visits to industry. such as posters. It is important for them to understand that the concept extends beyond hospital and health care provision into everyday hospitality operations. such as evidence of deficiency diseases. where the effective application of diet and nutrition can be critical. Diet and health issues can be readily related to learners’ own lifestyles. such as the changes from junk fast food to healthier alternatives that can still be produced and provided quickly. Initial discussions by small groups of learners. will help to focus learners’ current knowledge of diet and nutritional principles. Assessment Tutors and learners should be aware of the importance of persuading user groups to consider the implications of diet and nutrition. it is important to highlight the risks to the western diet. followed by feedback and wider discussion. Learners should also include evidence of how menus have been modified for a variety of customers and outlets. If directed by the tutor. Visual support for presentations. This is a useful opportunity to develop contributions from visiting specialists. such as a nutritional specialist from the local hospital.

presentation software.It is strongly recommended that when learners are delivering presentations. Examples include: • • • • • • • • • • • • • • Unit 4: Food and Beverage Operations Unit 29: Introduction to Brewing Science Unit 30: Menu Planning and Product Development Unit 31: Planning and Managing Food Production Unit 32: Planning and Managing Food and Beverage Service Unit 35: Creative Patisserie (double unit) Unit 36: Catering Technology. 1999) ISBN 0443056277 310 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . and the use of relevant software applications. 2003) ISBN 0521803888 Byrom S E — Pocket Guide to Nutrition and Dietetics (Churchill Livingstone. LCD projectors. 1999) ISBN 0534545947 Garrow J S and James W P T — Human Nutrition and Dietetics (Churchill Livingstone. Links This unit provides and can be linked successfully with a wide range of units. 2003) ISBN 0340810254 Bender D A — Nutritional Biochemistry of the Vitamins (Cambridge University Press. Debruyne L and Whitney E — Nutrition and Diet Therapy (Wadsworth. ethical and social requirements F9: Build your organisation’s understanding of its market and customers F10: Develop a customer focused organisation F11: Manage the achievement of customer satisfaction. regulatory. they have access to the latest technological equipment eg laptop computers. Resources Learners will need access to laboratory facilities and software packages for analysis of diets and menus. This unit also links to the following Management NVQ units: B2: Map the environment in which your organisation operates B8: Ensure compliance with legal. 2002) ISBN 0443071365 Cataldo C B. This unit also links with the following blocks of the HCIMA Corpus of Knowledge: OP05: Nutrition and Diet OP43: Food Science. Learners will need access to a library with a variety of texts and journals associated with nutrition and diet as well as access to the internet. Support materials Books Barasi M — Human Nutrition: A Health Perspective (Hodder Arnold.

BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 311 . 2001) ISBN 0766813142 Peckenpaugh N — Nutrition and Essential Diet Therapy (Saunders. Websites often make reference to other internet information sources. Nutrition and the Prevention of Chronic Diseases (World Health Organisation.Mann J and Truss S (editors) — Essentials of Human Nutrition (Oxford University Press.uk nutrition and diet advice for the over-50s nutritional and healthy lifestyle advice Learners should be encouraged to consult a wide range of commercial websites to support the evidence they develop for this unit.co. 2003) ISBN 924120916X McCance and Widdowson’s The Composition of Foods: Summary Edition (Food Standards Agency/Royal Society of Chemistry.co. 2002) ISBN 0721695329 Phillips B — Eating for Life: Your Guide to Great Health.uk www. 1991) ISBN 0113213972 Diet. 1989) ISBN 0471914959 Stanfield M S — Nutrition and Diet Therapy (Jones and Bartlett. 2002) ISBN 0198508611 Parker R — Introduction to Food Science (Delmar. 2002) ISBN 0854044280 Manual of Nutrition (MAFF/Stationery OfficeBooks.50plushealth. 2003) ISBN 0763721409 Webb G — Nutrition: A Health Promotion Approach (Hodder Arnold. 1996) ISBN 0752105957 Websites www.eatwellcard. 1995) ISBN 0112429912 Nutritional Aspects of Cardiovascular Disease (Health Development Agency. Fat Loss and Increased Energy (High Point Media. These resources should be used with caution. 2002) ISBN 0340760699 Further reading Dietary Reference Values of Food Energy and Nutrients for the UK (Department of Health/Stationery Office Books. 2003) ISBN 0972018417 Shepard R — Handbook of the Psychophysiology of Human Eating (John Wiley & Sons.

312 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .

BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 313 . Learners must ensure that their evidence relates to the sector they are studying. Learners will also explore the significance of key impacts and current issues that affect the sport and leisure industry using relevant economic.Unit 39: Learning hours: NQF Level 5: The Sport and Leisure Industry 60 BTEC Higher National — H1 Description of unit The aim of this unit is to give learners an understanding of the sport and leisure industry and the environment in which the industry operates. Learners will be expected to look at the role and impact of the political environment. as well as the role of both government and government agencies. Learners will be able to examine the expansion and influence of the sport and leisure industry over the last twenty years as well as the interrelationship between the different partners within the industry. growth and expansion of the sport and leisure industry. Learners will also be able to evaluate the implementation of government policy at a local level. which influences the sport and leisure industry. Learners will be expected to prepare management strategies to meet these impacts and issues at a local level. Summary of learning outcomes To achieve this unit a learner must: 1 2 3 4 Examine the growth and influence of the sport and leisure industry Explore the range of sport and leisure providers Investigate the role of government and the political environment in the context of the sport and leisure industry Investigate the key impacts and current issues that affect sport and leisure. This unit is common to more than one Higher National qualification. This unit develops the underpinning knowledge for this qualification so that learners have a broad understanding of the range. social/cultural and environmental theories.

profits and market share. setting industry standards. fashionable sport and leisure and trends in sport and leisure. equality of access and opportunity eg women and disabled participants. educational eg new sports colleges and centres of excellence. government organisations. venue. professional sport. governmental imperatives. sports development policy and planning. health and obesity in school children. parks and events. local authority strategies. sector skills councils. major event planning Policy: support and priority for sport and leisure. health clubs. other agencies and providers Growth and expansion: related to age. consumer consumption. purpose built facilities. widening participation. commercial and private providers. government targets. Modern Apprenticeships 3 Role of government and the political environment Role: governmental departments and their interrelationship eg education and health. cinemas and theatres. ethical and environmental practices. voluntary eg local sports clubs. new sports colleges and centres of excellence 314 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . inner cities and crime rates. events management. schools and specialist sports colleges. quasi-governmental institutions and government sponsored bodies. gender. further education centres of excellence. hospitality and exhibitions. arts and entertainment. health and social inclusion agenda. health and safety. public eg local authority leisure. elite training facilities and services eg growth of youth academies for different sports. professional clubs. outdoor and indoor. improved choice. health clubs and spas. lottery funding. scientific management. recreation. voluntary and public provision. community activities by commercial providers Management: lines of communication within and external to the organisation. customer friendly. central government policy in sport and leisure. lifestyle. social inclusion. socio-economic group. mission statements. level of service. drama groups. adventure tourism. data protection.Content 1 Growth and influence Sport and leisure industry: facilities and activities. economic growth. management by objectives. national governing bodies. objectives. funding similarities. structure eg hierarchical. structure and significance of commercial. relationships between the providers. exhibitions. outdoor activities. disability/health status. values and objectives: concept of corporate vision. full employment. values and ethics and their use within related activities. implementation and success. national stadia. sports merchandise. crime prevention. geographical location. other stakeholders. key legal responsibilities to the consumer and employee. democratic Mission. management training for different aspects of the sector eg National Occupational Standards. autocratic. minority sports. sales. inflation. sports councils to reflect national government policy on sport and associated areas eg fitness. lifestyle. professional bodies eg ISRM and ILAM 2 Sport and leisure providers Organisation: funding. specialist activities. entertainment. commercial activities by public and voluntary providers.

high levels of importation of related goods and services. anti-crime. generation of revenue. sustainable transport links. education and lifelong learning. higher leisure spend. loss of school playing fields. accessible facilities for different community groups eg age. environmental eg pollution. energy conservation. improve revenue and facilities. health and well-being. health of the nation eg obesity. transport. use of non-work time and increased leisure time. barriers to participation eg age. unemployment trends. activities and events BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 315 . sports development policy and implementation 4 Key impacts and current issues Impacts: economic eg influence on the growth of other sectors within the economy eg manufacturing of sports-related goods. disability. anti-drug. gender.Local authority: eg discretionary power to provide sport and leisure activities to improve health. waste management and recycling Issues: economic. quality of life. open days and access for specialist sports. hosting of a major games. policy planning and management structures. greater provision by local authorities. brown field sites versus green field sites. regeneration of communities. pride. planning and land use. achievement in school. seasonality. environmental. work-life balance/leisure time Strategies: for economic. increased participation. social and cultural eg income and employment. marketing events. work/life balance. development of national stadia. social and cultural impacts and issues. media coverage and influence on participation eg use of selected advertisements to promote sports-related foods. culture. land use. improved choice and ‘value for money’.

values and objectives of key sport and leisure providers. using relevant social.Outcomes and assessment criteria Outcomes Assessment criteria for pass To achieve each outcome a learner must demonstrate the ability to: 1 Examine the growth and influence of the sport and leisure industry • use relevant data to analyse the growth. identifying areas of interest and potential conflict explain current government policy and its effect on the sport and leisure industry evaluate the implementation and success of current government policy and local authority strategy in a selected locality using relevant research data explain and assess the significance of key impacts and current issues that affect sport and leisure. • • 316 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . assessing their impact. cultural. • 2 Explore the range of sport and leisure providers • • • • 3 Investigate the role of government and the political environment in the context of the sport and leisure industry • • • 4 Investigate the key impacts and current issues that affect sport and leisure. effectiveness and contribution to the sector review the organisation. funding. expansion and influence of the sport and leisure industry over the last 10 years explain the range of sport and leisure providers in terms of their roles. interrelationship. governance and management of key sport and leisure providers explain the similarities and differences in the organisation of the key sport and leisure providers evaluate the extent to which local sport and leisure providers meet the needs of the community and predict future trends and possible changes describe the role and interrelationship of national government departments with a remit that includes sport and leisure related activities. facilities and services explain the mission. participants. economic and environmental theories prepare strategies that can be used to manage a range of sport and leisure issues and impacts.

Learners will also need to appreciate the role and significance of governmental departments. formal lectures. 1995) ISBN 0748720596 Hill J — Sport. Support materials Books Cossons N and Anderton D — Looking at Leisure (Hodder Arnold H&S. 1999) ISBN 1900360497 Haywood L — Understanding Leisure (Nelson Thornes. Leisure and Culture in 20th Century Britain (Palgrave Macmillan. Links This unit links to the following Management NVQ unit: • B2: Map the environment in which your organisation operates. visits and case study material. A full discussion with local sports development officers can help raise awareness of local priorities that relate to government policies. Assessment Evidence for this unit can be presented as: • • • formal reports showing the expansion and growth of the industry over the last 10 years presentations for a selected audience illustrating the organisation of key sport and leisure providers a series of newspaper articles that show the range of issues that impact on sport and leisure and strategies for managing any changes that can meet the needs of the industry. It also links with occupational standards for professional qualifications such as those offered by the Institute of Sport and Recreation Management (ISRM) certificate and the Institute of Leisure and Amenity Management (ILAM) diploma. They will also need to be able to discuss current government policies and their impact on sport and leisure. Resources Learners need access to a range of sport and leisure providers as well as current government policies on sport and leisure. 1992) ISBN 0340570415 Eastwood N — The Sports Funding Guide (Directory of Social Change. Learners should be able to visit a range of sports and leisure organisations in order to understand and discuss the breadth and influence of the industry. 2002) ISBN 0333726871 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 317 .Guidance Delivery This unit can be delivered using a mixture of class discussions.

audit-commission.uk www.gov.uk Audit Commission Department for Culture.gov.statistics. 318 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . Websites often make reference to other internet information sources. 2002) ISBN 1862403589 Websites www. These resources should be used with caution.co.Holt R and Mason T — Sport in Britain since 1945 (Blackwell.uk www. 2001) ISBN 0582381657 Further reading Health Club Management Leisure Management Leisure Manager — ILAM journal Recreation — ISRM journal Sport and Recreation: Learning from Audit.co.isrm. 2005) ISBN 0415309964 Wolsey C and Abrams J — Understanding Leisure Organisations (Longman.gov.culture. 2000) ISBN 0631171541 Torkildsen G — Leisure and Recreation Management (Routledge. Media and Sport Institute of Leisure and Amenity Management Institute of Sport and Recreation Management Sport England National Statistics Learners should be encouraged to consult a wide range of commercial websites to support the evidence they develop for this unit.ilam.uk www. Inspection and Research (Audit Commission.org www.uk www.sportengland.

Learners will also be expected to investigate the role and scope of interpretation within this sector and its impact on participants and management.Unit 40: Learning hours: NQF Level 5: Heritage and Cultural Management 60 BTEC Higher National — H1 Description of unit The aim of this unit is to investigate heritage and cultural management and its role within the leisure sector. The learner will also be able to look at potential conflicts within the industry and the influence of technology. Learners must ensure that their evidence relates to the sector they are studying. Throughout the unit learners will gain an awareness of definitions of heritage and culture. This unit will provide an in-depth understanding of the economic growth development of the heritage and cultural industry. Summary of learning outcomes To achieve this unit a learner must: 1 2 3 4 Investigate the growth and development of heritage and cultural providers within the contexts of natural and constructed environments Examine the roles of heritage and cultural attractions within the leisure industry Explore the ownerships and organisations involved in the heritage and cultural industry Investigate the role of interpretation within the heritage and culture providers. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 319 . This unit is common to more than one Higher National qualification. the organisations involved in the management of heritage and the different forms of ownership.

role and operation of charitable trusts. Cadw. Environment Agency. recreation. changing staff profiles Audiences: segmentation. control of access and preservation of cultural heritage. changes in attractions and income generation. training and conservation. target groups. sculpture and monuments Cultural heritage: role of heritage industry in shaping and sustaining cultural identity. quangos and voluntary bodies eg the Civic Trust. coastlines. objectives and income generation. forests. analysis of its importance and interest Natural: aspects of heritage including landscape. themed sites. visitor levels and usage rates. folklore. the Countryside Agency. management of change 2 Roles of heritage and cultural attractions Scope of heritage and culture: education. artefacts. access to the new technologies eg capital costs and revenue generation. the National Parks. sites and venues. museums. industrial heritage. national parks. wildlife. research. role of national governmental departments Roles and responsibilities: funding. advisory and legislative. government departments eg DCMS. sport-related heritage sites. potential role and impact of new technologies eg virtual reality and interactive software. brown field sites versus green field sites. training and up-skilling of staff. language and food. planning and land use. impact of issues such as the European Capital of Culture bids Conflicts of interest: access versus conservation. management roles and responsibilities Organisations: eg structure and remits of the National Trust. woodlands. mission and values. specialist groups 3 Ownerships and organisations Ownership of heritage and culture: public and commercial ownership. presentation of heritage and culture to visitors. overall status of heritage and culture as a leisure activity. legend. changes eg new technologies. income generation and links with tourism and urban regeneration. Wildlife Trusts. public art. dance. up-skilling and re-training staff. regional and national costume. erosion. new merchandising 320 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . historic buildings. song. myth. entertainment Attractions: differing types of attractions. impact of the leisure industry on the conservation and sustainability of such sites Constructed: built heritage environment. other habitats. impact of visitors on sites and their immediate environments. mission and values.Content 1 Growth and development of heritage and cultural providers Heritage: definitions of heritage. transport. regional/local authority departments and specialist conservation groups. role in education. archaeological sites. government agencies eg English Heritage. accessibility and sustainability of transport. Historic Scotland. conservation threats imposed by further growth.

audio and other sensory techniques Meeting audience needs: importance of establishing audience needs for effective interpretation. combination of interpretative media to achieve appropriate effects BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 321 . drama and role play. language levels. audio-visual.4 Role of interpretation Interpretation: importance of interpretation to the visitor experience. interactive technology. relevance of a thematic approach to interpretation Media for interpretation: published material.

policies and legislation analyse the impact of technology on the management of the culture and heritage industry compare the scope of heritage and cultural providers and the range of attractions that need to be managed in order to meet the needs of different audiences and venues classify heritage and cultural attractions using audience profiles and venues compare the different forms of ownership within the cultural and heritage industry and the impact on income generation and responsiveness to changing audience needs summarise the structure and management of key heritage organisations and their inter-relationships evaluate the success of two organisations involved in the management of heritage and cultural sites explain the scope and affect of interpretation within the heritage and cultural industry evaluate the impact of contrasting media and the way they affect interpretation prepare an interpretation plan for a specific heritage site which takes account of potential audiences and their needs. • • • 322 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .Outcomes and assessment criteria Outcomes Assessment criteria for pass To achieve each outcome a learner must demonstrate the ability to: 1 Investigate the growth and development of heritage and cultural providers within the contexts of natural and constructed environments • analyse the economic growth of the heritage and cultural industry using examples from the natural and constructed environments explain and exemplify potential conflicts between leisure activities and the conservation of heritage and cultural resources using relevant data. • • 2 Examine the roles of heritage and cultural attractions within the leisure industry • • 3 Explore the ownerships and organisations involved in the heritage and cultural industry • • • 4 Investigate the role of interpretation within the heritage and culture providers.

and a plan outlining their improvement using a range of media. to the tutor. Where an oral presentation is used as the basis for assessment the learner should submit relevant supporting material. The consideration of issues such as conservation versus access within the unit is an ideal mechanism for developing a wide range of analytical skills. learners may benefit from considering the relevance of knowledge and understanding gained in other units. Using case studies can promote the development of skills of analysis and synthesis. and their potential contribution to their management and development an evaluation of existing forms of interpretation used in the sites. and be able to discuss. Whilst this unit deals specifically with the management of heritage and cultural attractions. The delivery programme should include as many site visits as possible so that learners can be encouraged to evaluate a range of approaches to conservation and interpretation in practice.Guidance Delivery Whilst much background information required for this unit can be delivered through lectures and seminars. learners should acknowledge. including an account of research sources. The presentation may be in written format or delivered orally. these should include a wide range of heritage case studies to help emphasise the diversity of the sector and the variety of organisations involved in the management of heritage. Whichever form of submission is used. The nature of the unit content also permits a wide range of opportunities for independent research. Assessment This unit will be assessed through the presentation of a study of a chosen heritage cultural site. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 323 . In developing their submissions for this assessment. the following areas should be included in the study: • • • • • • categorisation of the sites being compared an analysis of the scale of the sites in terms of their role as visitor attractions and their contribution to local economies potential conflicts between leisure activities and the sustainability of the sites and their local environments the impact of the different forms of ownership on the sites an outline of the heritage management organisations relevant to the sites. the role of heritage within the structure of the wider leisure industry and appreciate the significance of heritage attractions within the social contexts of leisure activity.

Interpretation. 1998) ISBN 0471974048 Hooper-Greenhill E — Museums and Their Visitors (Routledge. 1997) ISBN 0471971200 Hall C M and McArthur S — Integrated Heritage Management (John Wiley & Sons.Links There are links between this unit and other related units such as Unit 39: The Sport and Leisure Industry and Unit 26: Research Project. Identity (Continuum International. This unit also links to the following Management NVQ unit: • B2: Map the environment in which your organisation operates. Resources Learners need access to a range of cultural and heritage sites as well as use of the internet and any related case studies. the Heritage and the Public (University of London Institute of Archaeology. Various government papers and reports on the cultural and heritage industry would also be an advantage as well as documents produced by a range of organisations such as the National Trust. 2003) ISBN 082645898X Leaske A and Yeoman I — Heritage Visitor Attractions: An Operations Management Perspective (Thomson Learning. 1999) ISBN 1841500054 Goodey B — Heritage Interpretation Management (John Wiley & Sons. 2000) ISBN 0905853377 Videos A Watching Brief (National Trust) Keeping House (National Trust) Living History (English Heritage) Protecting our Past (English Heritage) Role up (English Heritage) Sitework (English Heritage) The Past Replayed (English Heritage) Using Museums (Fulcrum/Channel 4) 324 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . Support materials Books Ashworth G and Howard P — European Heritage Planning and Management (Intellect Books. 1994) ISBN 0415068576 Howard P — Heritage: Management. 1999) ISBN 0304702927 Merriman N — Beyond the Glass Case: The Past.

uk English Heritage Heritage Lottery Fund The National Trust Learners should be encouraged to consult a wide range of commercial websites to support the evidence they develop for this unit.org. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 325 .nationaltrust. These resources should be used with caution.Websites www.org.uk www.org.hlf. Websites often make reference to other internet information sources.english-heritage.uk www.

326 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .

The impact of large-scale venues needs to be considered in the wider context of leisure management given the vast range of possible entertainment opportunities offered by multi-purpose arena and stadia offering venues for major sporting events. This will provide the learner with an insight into the management and operation of a range of activities and venues. televised events and the attendant venue management problems relating to licensing. popular music concerts. health. entertainment and venue management industry Explore the management and operation of different types of venues Investigate current and future trends in the arts. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 327 . safety and security. entertainment and venue management industry. This unit is common to more than one Higher National qualification. entertainment and venue management industry to the national economy Investigate the range of activities offered by the arts. The unit explores the industry’s dynamic structure through an identification of trends in the public. A range of activities and venues and the corresponding levels of public usage and support are explored.Unit 41: Learning hours: NQF Level 5: Entertainment and Venue Management 60 BTEC Higher National — H2 Description of unit This unit is designed to give an over-arching view of the arts and entertainment industry with a particular emphasis on venue management. Summary of learning outcomes To achieve this unit a learner must: 1 2 3 4 Examine the contribution of the arts. private and voluntary sectors’ involvement in the world of entertainment. opera. ice shows. operation and funding of live performance. Learners must ensure that their evidence relates to the sector they are studying. the influence of contrasting financial practices and the underlying trends within the arts and entertainment industry.

private. dance. BMRB International. principles of revenue and capital subsidy. visual arts and crafts including exhibitions. regional arts boards. bingo. widening choice Venues: major entertainment venues eg Arenas. spectator and participatory activity. deployment of staff to ensure a smooth and effective organisation 328 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . administration eg licensing. arts sponsorship. non-dedicated spaces eg streets. Arts Council. urban/rural provision For-profit sector: areas of private provision eg concerts. Stadia. box office Influences: status eg for-profit. popular music and recording industry. safety and security. front of house operations. entertainment and venue industry have contributed to the national economy and the development and distribution of different activities Agencies: comparison of local. age and socio-economic breakdown. concert halls. dedicated spaces eg theatres. by art forms eg live performance including music. theatre. merchandising and point-of-sale. resource planning Audience and performance needs: health. semiprofessional. opportunity-led provision. cinemas.Content 1 The arts. community halls. catering and bars. ‘space to sell’ concept. cinema. television. direct and indirect economic benefits 3 Management and operation Strategies: management and operational strategies of organisations within the industry Income generation: revenue generation and procedures within the industry. technical and production staff. NEC. clubs. amateur. role of Government and funding agencies. promotion. budgeting. commercial sponsorship Not-for-profit sector: public and voluntary sectors. by venue eg venue-specific. entertainment and venue management industry Data: analysis of data from the entertainment and venue industry eg DCMS Annual Reports. theatre. scheduling. pubs. opera. homes. staffing. by performers eg professional. festivals. voluntary. National Lottery. comedy. arts centres. their impact on the arts. cleaning and maintenance. galleries. Leisure Tracking Survey. entertainment and venue management industry 2 Range of activities Activity: by type eg public. direction eg programming. the Henley Centre. non-statutory provision. voluntary organisations eg ‘Friends’. clubs. photography Audiences: national usage figures. regional and national funding agencies. performers Marketing needs: publicity. General Household Survey Economy: ways the arts. touring. Target Group Index. cabaret. local authorities. not-for-profit. outdoor spaces. festivals. film and video including recording. schools. media relations Employment: managerial and supervisory levels in each sector Staffing: work and responsibilities for selected venues commenting on current practices.

production.4 Current and future trends Opportunities: current opportunities in the arts and entertainment industry Future trends: purpose built. commercial approach to management. multi-purpose facilities. effect of technological changes BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 329 . partnership funding. new technologies. cultural provision as part of major international sports events Technological influences: technical.

entertainment and venue management industry. entertainment and venue industry compare the scope of the arts entertainment and venue industry and the range of activities offered classify performing arts and entertainment activities using audience profiles and venues compare management and operational strategies for two selected venues. entertainment and venue industry to the national economy • analyse data from the arts entertainment and venue industry highlighting ways that they have contributed to the national economy and the development and distribution of different activities compare local. regional and national funding agencies and their impact on the arts. • • • 330 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . entertainment and venue management industry Explore the management and operation of different types of venues • • • 3 • 4 Investigate current and future trends in the arts. • 2 Investigate the range of activities offered by the arts.Outcomes and assessment criteria Outcomes Assessment criteria for pass To achieve each outcome a learner must demonstrate the ability to: 1 Examine the contribution of the arts. deployment of staff to ensure a smooth and effective organisation analyse current trends in the arts entertainment and venue industry explain the affect of current funding arrangements in the arts and entertainment industry and future potential developments analyse the impact of technological changes in the management and operation of arts and entertainment providers. commenting on their revenue generation and procedures evaluate different areas of work and responsibilities for two selected venues. commenting on current practices.

F10: Develop a customer focused organisation. regulatory. It is important that at the national level statistics such as participation rates by age. agency and venue reports eg Arts Council. These include: • • local and national press company.Guidance Delivery This unit uses both primary and secondary research methods. BBC BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 331 . operation and funding in the arts and entertainment world a case study of a related heritage and/or cultural provider that can be used as a management tool for implementing change such as the use of new technologies to increase audience type and income generation. It is advised that research and analysis is undertaken at two levels. case study discussion and contact with arts practitioners and managers. Assessment should be of a formative inter-linked nature to enable learners to develop and build upon the knowledge and skills identified in the learning outcomes. ethical and social requirements. This will enable the learners to understand and explain the context within which arts practitioners operate. gender. This unit also links to the following Management NVQ units: • • • B2: Map the environment in which your organisation operates B8: Ensure compliance with legal. At the local level it is suggested that the learners concentrate individually on the investigation of two contrasting local venues and that the subsequent analysis of findings is undertaken within the over-arching context of the national arts and entertainment industry. Resources Learners should be given access to a wide range of publications to reflect the diverse nature of this subject area. human resource management and marketing. The complex nature of the industry however means that obtaining such findings is time consuming and it is suggested that this work should be carried out in teams with information pooled. Evidence for this unit can be: • • a report on the current and future trends in the management. socio-economic grouping are identified and analysed. Links This unit can be linked to a number of others which relate to the principles of financial management. Assessment This is an internally assessed unit with continuous assessment taking place. project-based enquiry.

uk www. Leisure Tracking Survey. 1994) ISBN 0582239052 Further reading Leisure Management Leisure Manager NME Sight and Sound The Stage Websites www.org. These resources should be used with caution. Target Group Index. LA charitable trust publications eg Carnegie.artscouncil. General Household Survey. Gulbenkian. 1995) ISBN 041918970X Torkildsen G — Leisure and Recreation Management (Routledge.uk www. the Henley Centre.24hourmuseum.uk National Virtual Museum Arts Council Department for Culture.culture. BMRB International. EAM. tourism and visitor material professional bodies eg ILAM. 332 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .gov.ilam.• • • • local authority information eg economic development.org. Rowntree statistics as provided by DCMS Annual Reports. Support material Books Pick J and Anderton M — Arts Administration (Spon Press. 2005) ISBN 0415309964 Waters I and Duffield B S (editor) — Entertainment.co. Arts and Cultural Services (Longman. Websites often make reference to other internet information sources.uk www. Media and Sport Institute of Leisure and Amenity Management Learners should be encouraged to consult a wide range of commercial websites to support the evidence they develop for this unit.

Throughout the unit learners will be expected to use relevant data in order to analyse the trends and nature of demand for sport and leisure tourism. Learners will also be expected to prepare data to support a particular sport and leisure-related activity. Learners must ensure that their evidence relates to the sector they are studying. Emphasis is given to the role of sport and leisure-related tourism in the economy and its socio-cultural and environmental implications. its structure and organisation. In this unit. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 333 . learners will be able to examine the theoretical concept of tourism. Summary of learning outcomes To achieve this unit a learner must: 1 2 3 4 Investigate the structure of the sport and leisure-related tourism industry Explore the trends and demands for sport and leisure tourism Examine the economic. socio-cultural and environmental issues that affect sport and leisure tourism Investigate strategies that can be used to maximise the growth of sport and leisure-related tourism.Unit 42: Learning hours: NQF Level 5: Sport and Leisure Tourism 60 BTEC Higher National — H2 Description of unit The aim of this unit is to provide learners with an understanding of the tourism industry particularly in relation to sport and leisure. This unit is common to more than one Higher National qualification.

regional tourist boards. tourism-related employment. independent surveys. national and regional tourist boards. classification of tourism types. constructed. sustainable development. effects of intercultural contact on tourists Environmental: positive and negative environmental impacts. amenity agencies. mass tourism. socio-cultural costs and benefits. consumer protection law. international statistics Characteristics and contribution of tourism: patterns of demand. local and regional impacts. National Training Organisations.Content 1 Sport and leisure-related tourism industry Concept of tourism: models and approaches. contribution to national economy and balance of payments. national. definitions of tourism and tourists. shipping. eco-tourism. partnerships. local. tourism sectors including products and services Historical developments: early origins. hostels. passenger carriage law. impact of tourism and infrastructure on tourism demand 3 Economic. public sector initiatives. planning regulations. national and international professional organisations Tourism law: effects of EU and international legislation. comparative government structures Role of private and voluntary sectors: private sector organisations eg tourist attractions and accommodation providers. cost and benefit analysis. socio-cultural and environmental issues Economic: national. role of transport. funding and grants. future markets. government and organisational body initiatives 334 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . introduction of paid holidays. political costs and benefits Socio-cultural: social impact models. effects of intercultural contact on host communities. environmental impact assessments. competition and conflict issues. rail and coach travel. protection measures. local government. effects of deregulation. measuring economic impact. tourism authorities. voluntary sector organisations eg hotels. tourist movement law eg passports. supply characteristics. laws relating to tourist attractions 2 Trends and demands Sources of tourism data and statistics: international sources. technological developments in sport and leisure-related tourism Role of public sector: government legislation. growth of spa and seaside towns. ownership and operation of airports. airlines. career pathways Tourism resources: natural. multiplier and leakage effects. sea and road. labour. tourism infrastructure including air. sector-specific studies eg accommodation surveys. sources of finance for tourism. tourism motivators and barriers.

corporate-related. strategies related to employee recruitment and training and management expertise Events: eg sporting and leisure events. new technologies eg interactive software. transport sustainability. anti-social behaviour. Grand National. education and training. Wimbledon. Premier League events BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 335 . juvenile crime. educational Influence: of major initiatives eg Commonwealth Games. corporate. Ryder Cup. crime prevention.4 Strategies Regional and national strategies: eg Health of the Nation. accessibility.

• • • 2 Explore the trends and demands for sport and leisure tourism • • 3 Examine the economic. national and local strategies that have influenced the growth and demand for sport and leisure-related tourism activities prepare data that can be used to manage the growth and demand for a selected sport and leisure-related tourism activity. • • 4 • • 336 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .Outcomes and assessment criteria Outcomes Assessment criteria for pass To achieve each outcome a learner must demonstrate the ability to: 1 Investigate the structure of the sport and leisurerelated tourism industry • compare the structure and operation for two selected sport and leisure-related tourism providers analysing their audience profiles and range of activities evaluate the contribution of the public. socio-cultural and environmental issues that effect sport and leisure tourism Investigate strategies that can be used to maximise the growth of sport and leisure related tourism. commercial and voluntary sectors to the growth and development of the sport and leisure-related tourism sector analyse the impact of historical developments and concepts on the growth of the sport and leisurerelated tourism industry evaluate the value of EU and international law that affect the sport and leisure-related tourism industry present a statistical analysis identifying trends and the nature of demand for sport and leisure-related tourism in the UK evaluate the nature and availability of sport and leisure related tourism resources evaluate the contribution of the sport and leisurerelated tourism industry to the UK economy analyse the socio-cultural and environmental factors and their impact on the sport and leisure-related tourism industry evaluate regional.

1998) ISBN 0748727833 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 337 . the evaluation should be substantiated with references and a supporting bibliography of research sources. which tourism has on the destination. 1999) ISBN 0300078463 Pender L. Abson D. Learners should also be encouraged to draw on their own experiences of travel and tourism and look at the range of materials produced by different tour operators. The evaluation should include details of the historical development of the destination. Gray P and Seaton P — Marketing Management for Travel and Tourism (Nelson Thornes. Current marketing for the destination should be analysed. 2001) ISBN 0415250811 Judd D R and Fainstein S S (editors) — The Tourist City (Yale University Press. Assessment Assessment for this unit should take the form of an evaluative case study of a major tourism destination where sport and leisure has had an impact. both positive and negative. Links There are links between this unit and other units within the Leisure and Tourism endorsed title. Support materials Books Hall C M and Page S J — The Geography of Tourism and Recreation: Environment. Access to material produced by the English Tourism Council and other organisations such as major tour operators will also be useful. This unit also links to the following Management NVQ unit: • B2: Map the environment in which your organisation operates. Resources Learners will need access to a range of sport and leisure-related tourism venues as well as suitable case study material.Guidance Delivery Whilst much of the factual information relevant to this unit may be delivered through lectures and seminars there is considerable scope for the deployment of case study approaches. An analysis of relevant trends and statistics should be included. and visits to relevant tourism destinations where learners can discuss relevant data trends and developments. Visiting talks can also help stimulate discussion as well as opportunities to visit different providers. using visitor profiling and a range of promotional media. as well as substantive comment on the impacts. Place and Space (Routledge. with recommendations for its improvement. and any legal obligations which influence or affect tourism operations. the organisations involved in its management and development. The destination report may be delivered orally but whether written or oral.

Websites often make reference to other internet information sources.Swarbrooke J and Horner S — Consumer Behaviour in Tourism: An International Perspective (Heinemann Educational.com/ukindustry Visit Britain UK industry website Learners should be encouraged to consult a wide range of commercial websites to support the evidence they develop for this unit.visitbritain. 1999) ISBN 0750632836 Veal A J — Research Methods for Leisure and Tourism (FT Prentice Hall. 338 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . 1997) ISBN 0273620525 Further reading Journal of Travel and Tourism Marketing Tourism Geographies Websites www3. These resources should be used with caution.

The effects of political change on the industry’s operation will also be examined. the current structure of the tourism industry. Summary of learning outcomes To achieve this unit a learner must: 1 2 3 4 Examine the history and structure of the travel and tourism industry Explore the influence of local and national governments and international agencies on the travel and tourism industry Investigate the effects of supply and demand on the travel and tourism industry Investigate the positive and negative impacts of tourism. Learners will also undertake an investigation of international and national policies and assess their influence on the tourism industry. The unit examines the historical evolution of tourism. the external influences on tourism and the impact tourism has on host communities and the environment. This unit is common to more than one Higher National qualification. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 339 . Learners must ensure that their evidence relates to the sector they are studying.Unit 43: Learning hours: NQF Level 5: The Travel and Tourism Environment 60 BTEC Higher National — H1 Description of unit This unit will provide learners with an understanding of the global environment within which the travel and tourism industry operates.

government sponsored bodies eg Visit Britain. commercialisation of culture. ancillary services. factors facilitating growth eg technology. inflation. quality. service. accommodation providers. loss of authenticity. transport providers. functions. wildlife. cross cultural exchange and education Negative: economic eg leakage. direct and indirect employment. chain of distribution. environmentalism. tour operators. environmental eg conservation and enhancement of natural areas. infrastructure. possible future developments Structure of the travel and tourism industry: tourist boards. European Union. changing work patterns and workforce. tour operators and travel agents. inflation. water overuse. technological. political stability. damage to natural and built environment. over-dependence. political change. types of products. interest rates. regional. social conditions. environmental eg pollution. macro-economics eg influence of currency exchange rates. inter-relationships with governments 3 Effects of supply and demand Demand: demographics. reinforcement of stereotypes. influence on the growth of other sectors within the economy. planning to minimise negative effects of tourism Government: levels eg local. social eg conservation/preservation of cultural heritage. increasing environmental awareness by tourists and host communities. money. English Countryside. globalisation. levels of integration. post industrial revolution. English Heritage. Liepers tourist system. rise in crime 340 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . national. contribution to Gross National Product. freedom of movement. public and voluntary sectors 2 Influence of local and national governments and international agencies Influence: direct. historic and cultural sites. level of disposable income Supply: provision eg accommodation.Content 1 History and structure History: ancient times. functions. overcrowding. regional tourist boards. post war. relationships and links between. attractions. multiplier effects. World Travel and Tourism Council. current. inter-relationships International agencies: eg United Nations. seasonality. World Tourism Organisation. International Civil Aviation Organisation. waste disposal. private. generation of foreign exchange and government revenues. technology intermediaries. economic policy. sustainability 4 Positive and negative impacts of tourism Positive: economic eg direct and indirect income. International Air Transport Association. emerging economies. social eg loss of amenity to host community. indirect. time. seasonality. infrastructure improvement.

government sponsored bodies and international agencies in travel and tourism explain how local and national economic policy influences the success of the travel and tourism industry explain the implications of political change on the travel and tourism industry in two countries describe the main factors affecting tourism demand explain how supply has changed to meet the effects of demand identify the main economic.Outcomes and assessment criteria Outcomes Assessment criteria for pass To achieve each outcome a learner must demonstrate the ability to: 1 Examine the history and structure of the travel and tourism industry • • summarise key historical developments in the travel and tourism industry describe the structure of the travel and tourism industry explain the function of government. environmental and social impacts of tourism explain strategies that can be used to minimise the negative impacts whilst maximising the positive impacts analyse the inter-relationship between these impacts. 2 Explore the influence of local • and national governments and international agencies on the travel and tourism • industry • 3 Investigate the effects of supply and demand on the travel and tourism industry Investigate the positive and negative effects of tourism • • • • 4 • BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 341 .

trade journals. the inter-relationship between sectors. The assessment strategy should be designed to suit the needs of the individual learners and the local work environment. It should be strongly recommended to learners that they engage in regular research through a variety of sources eg reading quality newspapers. It should incorporate all the criteria set but should also reflect current issues that influence the travel and tourism environment. There are various ways for learners to present their evidence including case studies. Centres could help learners with this research by inviting guest speakers on such topics as politics. this unit could link generally to all other units studied within the travel and tourism pathway. This unit may be delivered through the use of group discussions. It is not a requirement of the course to have studied travel and tourism before. case studies. lectures. class discussions. Learners can work either individually or in groups but tutors will need to be able to assess each team member’s contribution. formal reports. audio/visual aids. regulatory. so some learners may be unfamiliar with definitions of tourism. Tutors will need to balance the needs of both groups of learners in their delivery strategy. This unit maps to the following Management NVQ unit: • B8: Ensure compliance with legal. the structure of the industry and basic functional distinctions such as that between a travel agent and a tour operator. chains of distribution. Assessment should encourage learners to apply and reflect on their studies within and across units. ethical and social requirements. external speakers and individual projects. etc. Assessment This unit is internally assessed and should involve learners in an examination of the environment within which the travel and tourism industry operates. seminars.Guidance Delivery This unit forms the basis of learners’ study for the whole course. impacts of tourism development. oral presentations. site visits. 342 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . Learners should be encouraged to keep up to date with current issues that may influence the industry. Links As the environment within which the travel and tourism industry operates is crucial to the overall study of the industry. and local and national economic policies. and watching news and current affairs programmes on television.

2002) ISBN 1901888231 Sharpley R — Tourism. Support materials Books Bray R and Raitz V — Flight to the Sun: The Story of the Holiday Revolution (Thomson Learning. Tourists and Society (Elm. 1999) ISBN 0750661801 Van Harssel J — Tourism: An Exploration (Prentice Hall.Resources Learners must have access to library and research facilities. 2000) ISBN 0719051703 Withey L — Grand Tours and Cook’s Tours: A History of Leisure Travel 1750–1915 (Aurum Press. A range of guest speakers would also be beneficial. Journal of Tourism Management Quality newspapers Tourist board reports Trade magazines eg Travel Trade Gazette. 1995) ISBN 0139233431 Walton J — The British Seaside: Holidays and Resorts in the Twentieth Century (Manchester University Press. Media coverage of the industry is high profile and learners should have access to newspaper. travel and tourism publications and information on the organisations involved in the industry. Holidays from Hell BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 343 . 1997) ISBN 0750619562 Pimlott J A R — Englishman’s Holiday: A Social History (Harvester. including the worldwide web. 1999) ISBN 1854504177 Tribe J — The Economics of Recreation. 1976) ISBN 0855272295 Sharpley R (editor) — The Tourism Business: An Introduction (Sunderland Business Education Publishers. Question Time Travel programmes eg Wish You Were Here. television/videos. 2000) ISBN 041513305X Lickorish L and Jenkins C — An Introduction to Tourism (Heinemann Educational. and the travel trade press. Leisure and Tourism (Butterworth-Heinemann. 2001) ISBN 0826457622 Brendon P — Thomas Cook: 50 Years of Popular Tourism (Secker and Warburg. 1998) ISBN 1854105485 Further reading Insights Journals eg Tourism Intelligence Quarterly. 2001) ISBN 0273655639 Inglis K — The Delicious History of the Holiday (Routledge. Travel Weekly TV programmes Current affairs programmes eg Newsnight. It could be beneficial for learners to visit travel and tourism organisations. magazine and journal articles. 1991) ISBN 0436199939 Holloway J C — The Business of Tourism (FT Prentice Hall.

com www.Websites www. Websites often make reference to other internet information sources.org Key Note — market information Mintel — provides media.com www.mintel.co.uk www.statistics.visitbritain. 344 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . These resources should be used with caution.keynote.staruk.gov.uk www.com www. product and consumer information English tourism statistics National Statistics Online — official UK statistics Travel and tourism news Visit Britain — travel guide to Britain World Travel and Tourism Council Learners should be encouraged to consult a wide range of commercial websites to support the evidence they develop for this unit.com www.travelmole.wttc.

enclave tourism.Unit 44: Learning hours: NQF Level 5: Tourism Development Planning 60 BTEC Higher National — H2 Description of unit The aim of this unit is to increase learners’ awareness of the need to plan and manage tourism at all levels within an international. national. Learners must ensure that their evidence relates to the sector they are studying. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 345 . environmental impact and the guest-host relationships as they relate to current tourism initiatives eg access. The principles and philosophy of sustainable development are introduced in this unit and learners will be required to show an in-depth understanding of issues such as carrying capacities. Emphasis is placed on current trends in planning for tourism development in a range of destinations. The stages in the planning process are identified and learners will be encouraged to apply theoretical models to practical case studies and site visits. regional and local framework. This unit is common to more than one Higher National qualification. conservation. Summary of learning outcomes To achieve this unit a learner must: 1 2 3 4 Examine the rationale for planning in the travel and tourism industry Investigate the various approaches to tourism planning and development Examine the need for planning for sustainable tourism Investigate current issues related to tourism development planning.

international. World Travel and Tourism Council (WTTC) Principles for Sustainable Development (1995) 4 Current issues Current issues: conflict eg tension between the planner. national. environmental. local. cultural. social. Triple Bottom Line. involvement of stakeholders eg developers. impacts eg economic. conservation. pressure on finite resources. natural. consumer protection. local community. enclave tourism eg advantages and disadvantages to the local community. provide infrastructure.Content 1 Rationale Rationale: to achieve the determined objectives eg improved employment opportunities. human resources 2 Planning and development Planning: environmental. short term. tourists and host community. strategic. qualitative. effective use of resources eg infrastructure. Environmental Impact Studies. to maximise benefits. quantitative. Pro Poor Tourism. regional. tourist. co-ordinate development. developer. imposition of limits. social. landscape. heritage. government. tour operator. Responsible Tourism. methods of measuring tourism impact eg Cambridge Economic Impact Model (STEAM). guest-host relationship. public/private partnerships and advantages/disadvantages of. interactive planning systems and processes Development: preservation. access eg balance of supply and demand. co-ordination between public/private partners. tourism industry. new build 3 Sustainable tourism Sustainable tourism: definitions eg Brundtland Report (1987). protection and conservation of wildlife. moral and ethical issues of enclave tourism 346 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . economic.

Outcomes and assessment criteria Outcomes Assessment criteria for pass To achieve each outcome a learner must demonstrate the ability to: 1 Examine the rationale for planning in the travel and tourism industry • explain how all stakeholders can benefit from planning of tourism developments with reference to a current case study summarise the rationale for careful planning in the development of new tourist attractions explain the advantages and disadvantages of public/private sector tourism planning partnerships drawing on a current example analyse the main features of tourism development planning at different levels evaluate the significance of interactive planning systems and processes in tourism developments examine the different methods available to measure tourist impact define ‘sustainable tourism’ and justify the introduction of the concept of sustainability in tourism development examine factors that may prevent/hinder sustainable tourism development analyse the main stages in planning for sustainability and apply to a case study/destination that has been through such a planning process explain the most appropriate methods of resolving a conflict of interests to ensure the future well-being of a developing tourism destination critically analyse the implications of balancing supply and demand evaluate the moral and ethical issues of enclave tourism. • • • BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 347 . • • 2 Investigate the various approaches to tourism planning and development • • • 3 Examine the need for planning for sustainable tourism • • • 4 Investigate current issues related to tourism development planning.

Resources Learners will need access to a library with a wide variety of texts and journals associated with their project as well as access to the internet and the relevant software applications. Gunn and Hall (see Resources). This can be achieved through a residential trip. airport extensions and upgrades. TV current affairs and travel videos) and texts to bring the planning issues to life. public/private partnerships and the adoption of sustainable principles. Assessment Evidence of outcomes may be in the form of assignments. models and techniques as accessed through texts such as Cooper. presentations or written reports. Tutors could also make considerable use of case studies (educational. visits to relevant destinations in the UK and abroad should be undertaken. Unit 43: The Travel and Tourism Environment and Unit 45: Tourism Destinations. Links This unit has links with Unit 26: Research Project. Tourism development planning can be a dry subject and it is strongly recommended that delivery and assessment of the theory. new hotel/country club/health club developments. 348 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . These could be studied as examples of best practice and should support the theoretical study of tourism planning processes. Use should be made of local case studies and guest speakers from interested/involved organisations. Learners should be strongly encouraged to become familiar with the Brundtland Report and with various definitions of ‘sustainable tourism’ and ‘responsible tourism’. This unit maps to the following Management NVQ units: • • B1: Develop and implement operational plans for your area of responsibility B2: Map the environment in which your organisation operates. systems. new tourism attractions have benefited from interactive planning processes. There are a number of examples throughout the UK of planned urban regeneration schemes. Learning and assessment can be undertaken by integrating the outcomes into a series of case studies on various destinations. visits and/or the use of case studies and videos.Guidance Delivery Where possible. principles and concepts be undertaken within contextual studies of destinations.

Concepts. Websites often make reference to other internet information sources.uk www. Cases (Routledge.tourismsociety.tourismconcern.org. Media and Sport The International Ecotourism Society English tourism statistics Tourism Concern The Tourism Society Learners should be encouraged to consult a wide range of commercial websites to support the evidence they develop for this unit. 1999) ISBN 0582320283 Middleton V — Sustainable Tourism: A Marketing Perspective (Butterworth-Heinemann.culture. 2001) ISBN 9284401836 Websites www.uk www. 1998) ISBN 0750623853 Nagle G — Focus on Geography: Tourism. 2002) ISBN 0415932696 Hall M C — Tourism and Planning (Prentice Hall.Support materials Books Cooper C et al — Tourism: Principles and Practice (FT Prentice Hall. These resources should be used with caution.staruk. 1999) ISBN 0174447051 Further reading In Focus Insights Journal of Sustainable Tourism National and Regional Tourism Planning: Methodologies and Case Studies (World Tourism Organization. Leisure and Recreation (Nelson Thornes.gov.ecotourism.org www. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 349 . 2004) ISBN 027368406X Gunn C A and Var T (editor) — Tourism Planning: Basics.org Department for Culture.com www.

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Unit 45: Learning hours: NQF Level 5: Tourism Destinations 60 BTEC Higher National — H1 Description of unit The aim of this unit is to introduce learners to the location of tourist destinations. social and physical features distinguishing tourist destinations Explore how the characteristics of destinations affect their appeal to tourists Investigate issues likely to affect the popularity of tourist destinations. Through studying visitor numbers. learners should be more aware of past issues affecting tourism. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 351 . This unit is common to more than one Higher National qualification. social and physical features of those destinations and the issues and trends that affect their popularity. statistics and other relevant data. Learners must ensure that their evidence relates to the sector they are studying. Summary of learning outcomes To achieve this unit a learner must: 1 2 3 4 Examine the main tourist destinations of the world Determine cultural. enabling them to appreciate the impact they can have on a destination and its continued popularity. It recognises that not all learners studying the BTEC Higher National will have studied travel and tourism previously. the cultural. as part of the essential selling skills and knowledge needed by managers within the travel and tourism industry.

Content

1

Main tourist destinations Main: by income generated, visitor numbers and tourism statistics Tourist destinations: major tourist destinations selected from UK, Europe and the rest of the world Generators: source of tourists

2

Cultural, social and physical features Cultural: resources eg museums, monuments, churches, megaliths, festivals, food, and drink Social: social groups eg national, regional, religious, needs of different customer groups, impact of tourism on resources and the local community, carrying capacity, sustainability eg policy dilemma, alternatives to mass market Physical: landscape eg geology of lakes, mountains, coastline, profile of beaches, flora and fauna, preferences of landscape, effects of people and the need for conservation

3

Characteristics of destinations Characteristics: cultural aspects eg behaviour, norms, lifestyles, stereotypes, needs and requirements, social aspects, values, traditions, customs, historical, wildlife, and urban resources, accessibility eg modes of transport Destinations: selected from UK, Europe and the rest of the world, leading destinations, developing destinations Appeal: popularity, change in visitor numbers, types of visitor eg business, pleasure, visiting friends and relatives, change, product life cycle

4

Issues Issues: eg climate, global warming, Arctic flows, ocean current, natural disasters, natural phenomena, political, growth of nationalism and religious fundamentalism, terrorism, economics, trade links, sports links, linguistic links, ethical, role of the media Popularity: visitor numbers, statistics, economic data, tourist generation eg factors determining demand, reason for growth, world distribution — domestic and international

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Outcomes and assessment criteria

Outcomes

Assessment criteria for pass To achieve each outcome a learner must demonstrate the ability to:

1

Examine the main tourist destinations of the world

determine the main tourist destinations and generators of the world in terms of visitor numbers and income generation analyse statistics to determine tourism destination trends and predict future trends analyse cultural, social and physical features of tourist destinations explaining their appeal to tourists compare the features of top contrasting tourist destinations compare and contrast the features of one developing and one leading tourist destination evaluate the appeal of a current leading tourist destination with that of a currently developing tourist destination examine how the characteristics of a tourist destination affect its appeal examine the issues that affect the popularity of tourist destinations analyse the potential for responsible tourism to enhance the host community at worldwide tourist destinations.

• 2 Determine cultural, social and physical features distinguishing tourist destinations •

• •

3

Explore how the characteristics of destinations affect their appeal to tourists

• • •

4

Investigate issues likely to affect the popularity of tourist destinations.

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Guidance

Delivery The unit lends itself to a variety of teaching and learning styles, such as discussions and debates on issues affecting demand and the impact of tourism. Learner-centred learning can be used to enhance the delivery and learning within the unit. Learners could lead seminars on current socio-political issues affecting the popularity of tourism destinations and this would enhance their research and presentation skills. Links with the sales and promotion wings of tourism organisations would bring extra relevance to the unit. Opportunities could also be built into the teaching schedule for learners to visit industry. A field study to a destination would also be valuable. Assessment Evidence of outcomes may be in the form of assignments, case studies, presentations and comparisons. The following are suggestions that could be used to support evidence collected: • • assignments — written reports or accounts discussing findings and providing valid, thorough conclusions case studies — examining current characteristics, features and issues affecting the appeal of destinations and sites where responsible tourism has been effective.

Links This unit links with Unit 26: Research Project and Unit 43: The Travel and Tourism Environment. This unit maps to the following Management NVQ unit: • B2: Map the environment in which your organisation operates.

Resources Learners must have access to library and research facilities, including the worldwide web, travel and tourism publications and statistics. Learners must have access to newspaper/magazine articles, television/video, and the travel trade press. Support materials Books Boniface B and Cooper C — Worldwide Destinations: The Geography of Travel and Tourism Casebook (Butterworth-Heinemann, 2005) ISBN 0750664401 Frechtling D — Forecasting Tourism Demand: Methods and Strategies (ButterworthHeinemann, 2001) ISBN 0750651709 Harrison L C and Husbands W — Practising Responsible Tourism: International Case Studies in Tourism, Planning, Policy and Development (John Wiley & Sons, 1996) ISBN 047112236X

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Laws E — Tourism Destination Management: Issues, Analysis and Policies (Thomson Learning, 1995) ISBN 0415105919 Swarbrooke J and Horner S — Consumer Behaviour in Tourism: An International Perspective (Heinemann Educational, 1999) ISBN 0750632836 Further reading Insights Quality newspapers’ travel supplements Tourism Intelligence Quarterly Travel Trade Gazette Travel Weekly Video/DVD The Holiday Programme News/current affairs programmes Travel, geographical and environmental documentaries Wish You Were Here Websites www.mintel.com www.statistics.gov.uk www.tourismconcern.co.uk www.staruk.com www.visitbritain.com Mintel — site provides media, product and consumer information National Statistics Online — official UK statistics Tourism Concern English tourism statistics Visit Britain

Learners should be encouraged to consult a wide range of commercial websites to support the evidence they develop for this unit. Websites often make reference to other internet information sources. These resources should be used with caution.

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Unit 46:
Learning hours: NQF Level 5:

Tour Operations Management
60 BTEC Higher National — H1

Description of unit
Learners will investigate the tour operations sector of the travel and tourism industry, including the different types of operator, their products and services, the scale of the sector and how it has been affected by trends and developments. Management issues will be covered by examining strategic and tactical decision making in order to develop learners’ own decision-making skills. Learners will explore the stages involved in developing a package holiday and develop skills associated with determining a selling price for a holiday from given information. The role of the brochure will be reviewed against the introduction of new methods of promoting package holidays. Learners will also review distribution methods used by tour operators to sell holidays, including the traditional use of travel agencies and the emergence of methods such as the internet and television. This unit is common to more than one Higher National qualification. Learners must ensure that their evidence relates to the sector they are studying.

Summary of learning outcomes
To achieve this unit a learner must: 1 2 3 4 Investigate the tour operations sector of the travel and tourism industry Explore the stages involved in developing packages Review the role of brochures and methods of distribution used to sell package holidays Examine strategic and tactical decision making for tour operators.

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Content

1

Tour operations sector Tour operations: as defined by Package Directive, UK; different types of tour operators including outbound operators, domestic operators, incoming operators, specialist operators, direct sell operators Sector: identification of major tour operators, their origins, ownership, market segments, competition, identification of specific operators within each category; scale eg number of passengers carried, market share, turnover; products and services to meet different markets; vertical and horizontal integration in leading operators, impact of integration; European and global links; trends eg changing trends in package holidays (eg mass market tourism to customisation, product range, all-inclusive holidays), un-packaging the package, expansion of the cruise market; environmental awareness of tour operators, responsible tourism; effect of economy and other external factors eg discounting, emergence of e-commerce, budget airlines; role of trade bodies including Association of British Travel Agents (ABTA), Association of Independent Tour Operators (AITO), Federation of Tour Operators (FTO), British Incoming Tour Operators Association (BITOA), Civil Aviation Authority (CAA)

2

Stages Stages: eg market research; planning and scheduling; forecasting; contracting eg allocation, commitment, ad hoc, time series charters, split charters, ad hoc chartering, scheduled services, using air brokers; costing the package (fixed and variable costs, direct and indirect costs, load factors, mark-up, profit margins, seasonal flexing, competitive pricing, skimming, special offers, discounting strategies, currency exchange eg forward buying of currency, interest earning, cash flow); timescales

3

Brochures and methods of distribution Brochures: recognition of the planning issues eg deciding the format (content, structure, style, paper quality, size), based on product, target market and budget, determining print specifications, print run, multiple editions; timescales and stages of production including creative brief, copywriting, proofing, colour proof, printing; brochure launch; recognition of legal implications; other formats eg CD, video, internet, intranet, television; examination of distribution channels eg direct mail, specialist carriers, haulier, consolidated delivery companies, travel agencies, intensive/selective distribution systems; racking agreements Methods of distribution: eg direct sell, agencies, call centres, internet, teletext, telephone

4

Strategic and tactical decision making Strategic: examination of strategic decisions eg volume, pricing strategies, surcharge policy, positioning and image/branding, choice of product in relation to customer portfolio, distribution decisions, investment funded by capitalisation eg cruise ships and aircraft Tactical: responses eg triggered by competition, price wars, external factors; decisions eg fluid pricing, yield management, maximising occupancy of contracted beds, utilisation of coach and aircraft seats, consolidations; tactical marketing eg discounting, late sales

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Outcomes and assessment criteria Outcomes Assessment criteria for pass To achieve each outcome a learner must demonstrate the ability to: 1 Investigate the tour operations sector of the travel and tourism industry • • describe the tour operations sector of the travel and tourism industry explain the effects of current and recent trends and developments on the tour operations sector of the travel and tourism industry describe the stages and timescales involved in developing the holiday package explain the suitability of different methods of contracting for different components of the package holiday and different types of tour operator determine a selling price for a package holiday from given information explain the planning decisions taken for a specified brochure explain the suitability of alternatives to a traditional brochure for different types of tour operator explain the suitability of different methods of distribution used to sell a holiday for different types of tour operator explain the strategic decisions made by different types of tour operator explain the tactical decisions that could be taken by a specified tour operator in different situations. 2 Explore the stages involved in developing packages • • • 3 Review the role of brochures and methods of distribution used to sell package holidays • • • 4 Examine strategic and tactical decision making for tour operators. • • BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 359 .

set tasks or a combination of these. scale and complexities of tour operations today and to examine the implications of current trends and decision making on the industry. Assessment Evidence for the outcomes may follow a number of formats: research projects. draw up timescales. Visits to tour operators and talks by tour operating personnel would help to support knowledge and understanding for others units within the qualification. the size.Guidance Delivery It would be beneficial if tutors have relevant experience of working in the tour operations sector of the industry. 360 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . to appreciate how the industry has developed. 3 and 4. in which learners propose suitable contracting methods for a simulated programme. Outcomes 1 and 4 would lend themselves to a report on tour operations in the twenty-first century. Aspects of core subjects such as marketing and finance would be included automatically on a well-structured visit to a tour operator while specialist subjects including overseas resort management could be covered in some depth with selected operators. it is important that learners are given first-hand experience of different types of tour operator to support learning for outcomes 2. Given the diversity of the tour operating sector. This would involve learners in some of the practical aspects of developing and distributing tour operator packages. supported by a variety of guest speakers to enable learners to gather sector specific information which cannot be found elsewhere. Links This unit can be linked successfully with Unit 43: The Travel and Tourism Environment. This can be achieved by using specialist guest speakers and through visits to tour operators to support independent research and delivery. case studies. It is essential that a visit to at least one tour operator is organised. Industry set projects may be sought to add vocational relevance and currency to the unit. prepare a package costing. This unit maps to the following Management NVQ units: • • • B1: Develop and implement operational plans for your area of responsibility B2: Map the environment in which your organisation operates F4: Develop and review a framework for marketing. assignments. Outcomes 2 and 3 could be combined within an industry set or simulated product development case study. An integrative approach to visits and industry guest speakers should be explored to ensure maximum benefit is derived from such activities. explain the stages of development. The content for this unit is extensive and not all aspects of tour operations can be explored in detail. The assignment should encourage learners to research extensively and independently. evaluate and recommend distribution.

Support materials Books Bull A — The Economics of Travel and Tourism (Longman.caa.uk www.tui.co.aito. Websites often make reference to other internet information sources. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 361 .uk www.fto.co.mytravelgroup.com www. 1995) ISBN 0582277973 Further reading ABTA/AITO Code of Conduct ABTA Handbook ABTA Information Bureau Holiday Statistics CAA document number 221. 384 International Passenger Survey Package Travel Regulations Travel Trade Gazette Travel Weekly Websites www.com Association of British Travel Agents Association of Independent Tour Operators Civil Aviation Authority First Choice Holidays Federation of Tour Operators My Travel Group Thomas Cook TUI Group Learners should be encouraged to consult a wide range of commercial websites to support the evidence they develop for this unit.co.uk www.com www. as well as access to the internet and the use of relevant software applications. 2000) ISBN 0750644710 Yale P — The Business of Tour Operations (Longman.uk www. 1995) ISBN 058280731X Holloway J C — The Business of Tourism (FT Prentice Hall.Resources Learners will need access to a library with a variety of texts and journals associated with their project. 1996) ISBN 0415113474 Middleton V T C and Clarke J R — Marketing in Travel and Tourism.abtanet.com www. Third Edition (Butterworth-Heinemann. These resources should be used with caution.thomascook. 2001) ISBN 0273655639 Laws E — Managing Package Tourism (Thomson Learning.co.firstchoiceplc.

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The QCA qualification and unit codes will appear on the learner’s final certification documentation. Each unit within a qualification will also have a QCA NQF unit code. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 363 .Annex A QCA codes The QCA National Qualifications Framework (NQF) code is known as a Qualification Accreditation Number (QAN). The QANs for the qualifications in this publication are: 100/4906/X 100/4907/1 Edexcel Level 5 BTEC Higher National Certificate in Hospitality Management Edexcel Level 5 BTEC Higher National Diploma in Hospitality Management These QANs also apply to the relevant qualification’s endorsed titles.

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skills and techniques. understanding and skills of learners in the field of hospitality management providing opportunities for learners to focus on the development of higher level skills in a hospitality management context providing opportunities for learners to develop a range of skills and techniques and attributes essential for successful performance in working life. food and beverage or leisure and tourism sectors providing opportunities for hospitality managers to follow specialised areas of study directly relevant to individual vocations and professions within the hospitality industry. leading to a nationally recognised level four vocationally specific qualification providing opportunities for full-time learners to gain a nationally-recognised vocationally specific qualification to enter employment in hospitality management or progress to higher education vocational qualifications such as a full-time degree in hospitality management or related area developing the knowledge. licensed retail. Rationale The BTEC Higher Nationals in Hospitality Management have been developed to focus on: • • providing education and training for a range of management careers in hospitality. personal qualities and attributes essential for successful performance in working life developing the individual’s ability to make an immediate contribution to employment in the hospitality management industry. in line with any overarching annex agreed with QCA. through effective use and combination of the knowledge and skills gained in different parts of the programme providing opportunities for specialist study relevant to individual vocations and contexts enabling progression to an undergraduate degree or further professional qualification in hospitality management or related area providing flexibility. knowledge. skills and motivation as a basis for future studies and career development in hospitality management. • • • BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 365 .Annex B Qualification Requirement BTEC Higher Nationals in Hospitality Management This Qualification Requirement should be read in conjunction with overarching guidance from Edexcel. • • • • Aims of the qualification This qualification meets the needs of the above rationale by: • • developing a range of knowledge and understanding.

scope and diversity of the leisure and tourism Industries. Learners who successfully complete the Diploma may wish to apply for Associate Member of the Hotel and Catering International Management Association. conference and banqueting management and on-licensed trade management. food art and presentation. associated business aspects including small business enterprise. use of quantitative and qualitative research approaches in the context of the topic. final accounts. including legislation. Conference and Banqueting. applying theories. current issues and trends. Marketing. Information Management and Technology. catering technology. The Business Environment including small businesses. financial controls. Accounting in hospitality: elements of cost. patisserie. Professional body recognition Learners studying for this qualification will be able to seek student membership of the British Institute of Innkeeping. recipe and menu planning and development. food hygiene and the environment.Mandatory curriculum Contemporary hospitality industry: the scale. human resource management. OnLicensed Trade Management. Management development: principles and practices of management behaviour. world cuisine. 366 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . interpreting data. budgeted balance sheets. E-commerce. marginal costing. Human Resource Management. Pathway 1 — Hospitality Management: Facilities Operations and Management. Marketing. Pathway 3 — Culinary Arts: menu. Research: responding to changing and future positioning of organisations and the external environment in which they operate. details of research methodology. On-Licensed Trade Management. food and society. Gastronomy. Pathway 4 — Leisure and Tourism: scale. Facilities Management. financial and legal requirements. product and service development. profit and cash budgets. Sales Development and Merchandising. Food/beverage and rooms division operations: food and beverage systems. the learner’s potential as a prospective manager. Sales Development and Merchandising. business performance and ratios. Optional curriculum Optional specialist units can be developed to address one of the following pathways within a hospitality management context. hospitality operations management. Hospitality Operations Management. explaining and solving work-related problems. contemporary gastronomy. Contract and Event Management. management of customer care. including administrative. the customer cycle. Human Resource Management. plan and operate food production and service areas. Financial Management. Conference and Banqueting Management. nutrition and diet. front office and rooms division systems. brewing science. Pathway 2 — Licensed Retail: cellar and bar operations. hospitality operations management. catering technology. conference and banqueting management. the roles and responsibilities of the manager and opportunities for career development. scope and diversity of the hospitality industry. sales development and merchandising. marketing. food processing. principles and concepts. implications for Hospitality Operations Management. techniques to maximise and measure occupancy and rooms revenue. facilities operations. on-licensed trade management. business issues such as e-commerce. current issues and trends.

planning. Entry prerequisites There are no particular entry requirements for this qualification. synthesising and summarising information critically the ability to read and use appropriate literature with critical understanding the ability to think independently and solve problems the ability to take responsibility for their own learning and recognise their own learning style obtaining and integrating several lines of subject-specific evidence to formulate and test hypotheses applying subject knowledge and understanding to address familiar and unfamiliar problems recognising the moral and ethical issues of enquiry into hospitality management and appreciating the need for ethical standards and professional codes of conduct designing. BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 367 . Higher-level skills and abilities Learners will be expected to develop the following skills during the programme of study: • • • • • • • • analysing. Advanced GNVQ or AVCE in a related subject (eg Business Studies. Learners who enter with at least one of the following are likely to benefit more readily from a hospitality management programme: • • • • a BTEC National. understanding and skills for the NVQs in Management. conducting and reporting on investigations. Hospitality and Catering) at least one GCE A-level pass in a relevant subject with appropriate supporting passes at GCSE an Access to Higher Education Certificate awarded by an approved further education institution appropriate industry experience.Links to National Occupational Standards There is the opportunity for the BTEC Higher Nationals in Hospitality Management to provide some of the underpinning knowledge. please refer to Edexcel guidance on entry requirements.

368 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .

Moral issues Social issues Ethical issues Cultural issues Spiritual issues Units 1—25 Annex C Wider curriculum issue Equal opportunities HNC/D titles Environmental issues Health and safety issues European developments Wider curriculum mapping 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 Unit 8: Procurement 3 3 3 Unit 1: The Contemporary Hospitality Industry Unit 2: The Developing Manager Unit 3: Customer Service Unit 4: Food and Beverage Operations Unit 5: Rooms Division Operations Unit 6: Management Accounting for Hospitality Unit 7: Industry Experience BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 Unit 9: Hospitality Operations Management Unit 10: Food and Society Unit 11: Conference and Banqueting Management Unit 12: Contract and Event Management Unit 13: On-Licensed Trade Management Unit 14: People Management Unit 15: Marketing Unit 16: Sales Development and Merchandising Unit 17: Quality Management Unit 18: Facilities Operations Unit 19: Facilities Management Unit 20: External Business Environment Unit 21: Business Health Check Unit 22: Small Business Enterprise Unit 23: Financial Management 369 Unit 24: Information Management and Technology Unit 25: Introduction to Internet and E-Business .

370 HNC/D titles Moral issues Social issues Ethical issues Cultural issues Spiritual issues Units 26—46 Wider curriculum issue Equal opportunities Environmental issues Health and safety issues European developments 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 Unit 26: Research Project Unit 27: Cellar and Bar Operations Unit 28: Law for Licensed Premises Unit 29: Introduction to Brewing Science Unit 30: Menu Planning and Product Development Unit 31: Planning and Managing Food Production Unit 32: Planning and Managing Food and Beverage Service Unit 33: Contemporary Gastronomy Unit 34: World Cuisine Unit 35: Creative Patisserie Unit 36: Catering Technology Unit 37: Food Hygiene and the Environment Unit 38: Nutrition and Diet Unit 39: The Sport and Leisure Industry Unit 40: Heritage and Cultural Management Unit 41: Entertainment and Venue Management Unit 42: Sport and Leisure Tourism Unit 43:The Travel and Tourism Environment Unit 44: Tourism Development Planning Unit 45: Tourism Destinations Unit 46: Tour Operations Management BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .

BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 Unit 9: Hospitality Operations Management Unit 10: Food and Society Unit 11: Conference and Banqueting Management Unit 12: Contract and Event Management Unit 13: On-Licensed Trade Management Unit 14: People Management Unit 15: Marketing 3 3 3 3 Unit 16: Sales Development and Merchandising Unit 17: Quality Management Unit 18: Facilities Operations Unit 19: Facilities Management Unit 20: External Business Environment Unit 21: Business Health Check Unit 22: Small Business Enterprise Unit 23: Financial Management 371 Unit 24: Information Management and Technology Unit 25: Introduction to Internet and E-Business .Units 1—25 NVQ unit titles Annex D A1: Manage your own resources B1: Develop and implement operational plans for your area of responsibility B2: Map the environment in which your organisation operates HNC/D titles A2: Manage your own resources and professional development A3: Develop your personal networks B3: Develop a strategic business plan for your organisation National Occupational Standards Mapping against the NVQ in Management 3 3 Unit 3: Customer Service Unit 1: The Contemporary Hospitality Industry 3 3 3 Unit 4: Food and Beverage Operations 3 Unit 2: The Developing Manager 3 3 3 3 3 Unit 5: Rooms Division Operations Unit 6: Management Accounting for Hospitality Unit 7: Industry Experience Unit 8: Procurement The following grid maps the knowledge covered in the NVQ in Management against the underpinning knowledge of the Edexcel Level 5 BTEC Higher National Certificate/Diploma in Hospitality Management.

ethical and social requirements B6: Provide leadership in your area of responsibility B11: Promote diversity in your area of responsibility B5: Provide leadership for your team 3 Unit 1: The Contemporary Hospitality Industry 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 Unit 2: The Developing Manager Unit 3: Customer Service Unit 4: Food and Beverage Operations Unit 5: Rooms Division Operations Unit 6: Management Accounting for Hospitality Unit 7: Industry Experience Unit 8: Procurement Unit 9: Hospitality Operations Management Unit 10: Food and Society Unit 11: Conference and Banqueting Management Unit 12: Contract and Event Management Unit 13: On-Licensed Trade Management Unit 14: People Management Unit 15: Marketing Unit 16: Sales Development and Merchandising Unit 17: Quality Management Unit 18: Facilities Operations Unit 19: Facilities Management Unit 20: External Business Environment Unit 21: Business Health Check Unit 22: Small Business Enterprise Unit 23: Financial Management Unit 24: Information Management and Technology Unit 25: Introduction to Internet and E-Business BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . regulatory.372 HNC/D titles NVQ unit titles B10: Manage risk B12: Promote diversity in your organisation B7: Provide leadership for your organisation B9: Develop the culture of your organisation C1: Encourage innovation in your team B4: Put the strategic business plan into action B8: Ensure compliance with legal.

NVQ unit titles C5: Plan change C4: Lead change C6: Implement change D4: Plan the workforce D1: Develop productive working relationships with colleagues D2: Develop productive working relationships with colleagues and stakeholders C3: Encourage innovation in your organisation C2: Encourage innovation in your area of responsibility D6: Allocate and monitor the progress and quality of work in your area of responsibility Unit 1: The Contemporary Hospitality Industry HNC/D titles D5: Allocate and check work in your team 3 3 3 3 Unit 2: The Developing Manager Unit 3: Customer Service Unit 4: Food and Beverage Operations Unit 5: Rooms Division Operations Unit 6: Management Accounting for Hospitality Unit 7: Industry Experience Unit 8: Procurement BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 3 3 Unit 9: Hospitality Operations Management Unit 10: Food and Society 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 Unit 11: Conference and Banqueting Management Unit 12: Contract and Event Management Unit 13: On-Licensed Trade Management Unit 14: People Management Unit 15: Marketing Unit 16: Sales Development and Merchandising Unit 17: Quality Management Unit 18: Facilities Operations Unit 19: Facilities Management Unit 20: External Business Environment 3 3 Unit 21: Business Health Check 3 3 3 Unit 22: Small Business Enterprise Unit 23: Financial Management 373 Unit 24: Information Management and Technology Unit 25: Introduction to Internet and E-Business .

374 Unit 1: The Contemporary Hospitality Industry Unit 2: The Developing Manager Unit 3: Customer Service HNC/D titles NVQ unit titles F1: Manage projects E1: Manage a budget F2: Manage a programme of complementary projects E4: Promote the use of technology within your organisation D7: Provide learning opportunities for colleagues E5: Ensure your own action reduce risks to health and safety E6: Ensure health and safety requirements are met in your area of responsibility E2: Manage finance for your area of responsibility E3: Obtain additional finance for the organisation E7: Ensure an effective organisational approach to health and safety 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 Unit 4: Food and Beverage Operations Unit 5: Rooms Division Operations Unit 6: Management Accounting for Hospitality Unit 7: Industry Experience Unit 8: Procurement Unit 9: Hospitality Operations Management Unit 10: Food and Society Unit 11: Conference and Banqueting Management Unit 12: Contract and Event Management Unit 13: On-Licensed Trade Management Unit 14: People Management Unit 15: Marketing Unit 16: Sales Development and Merchandising Unit 17: Quality Management Unit 18: Facilities Operations Unit 19: Facilities Management Unit 20: External Business Environment Unit 21: Business Health Check Unit 22: Small Business Enterprise Unit 23: Financial Management Unit 24: Information Management and Technology Unit 25: Introduction to Internet and E-Business BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .

NVQ unit titles F12: Improve organisational performance HNC/D titles F7: Support customer service improvements F5: Resolve customer service problems F3: Manage business processes F9: Build your organisation’s understanding of its market and customers F6: Monitor and solve customer service problems F11: Manage the achievement of customer satisfaction F8: Work with others to improve customer service F10: Develop a customer focused organisation F4: Develop and review a framework for marketing 3 3 3 3 3 3 Unit 1: The Contemporary Hospitality Industry Unit 2: The Developing Manager Unit 3: Customer Service Unit 4: Food and Beverage Operations 3 3 3 3 3 3 3 3 3 Unit 5: Rooms Division Operations 3 3 Unit 6: Management Accounting for Hospitality Unit 7: Industry Experience Unit 8: Procurement BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 Unit 9: Hospitality Operations Management Unit 10: Food and Society Unit 11: Conference and Banqueting Management Unit 12: Contract and Event Management Unit 13: On-Licensed Trade Management Unit 14: People Management Unit 15: Marketing Unit 16: Sales Development and Merchandising Unit 17: Quality Management Unit 18: Facilities Operations Unit 19: Facilities Management Unit 20: External Business Environment Unit 21: Business Health Check Unit 22: Small Business Enterprise Unit 23: Financial Management 375 Unit 24: Information Management and Technology Unit 25: Introduction to Internet and E-Business .

376 HNC/D titles NVQ unit titles Units 26—46 B9: Develop the culture of your organisation A1: Manage your own resources B1: Develop and implement operational plans for your area of responsibility B4: Put the strategic business plan into action B8: Ensure compliance with legal. ethical and social requirements B2: Map the environment in which your organisation operates A2: Manage your own resources and professional development A3: Develop your personal networks B5: Provide leadership for your team B3: Develop a strategic business plan for your organisation 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 Unit 26: Research Project Unit 27: Cellar and Bar Operations Unit 28: Law for Licensed Premises Unit 29: Introduction to Brewing Science Unit 30: Menu Planning and Product Development Unit 31: Planning and Managing Food Production Unit 32: Planning and Managing Food and Beverage Service Unit 33: Contemporary Gastronomy Unit 34: World Cuisine Unit 35: Creative Patisserie Unit 36: Catering Technology Unit 37: Food Hygiene and the Environment Unit 38: Nutrition and Diet Unit 39: The Sport and Leisure Industry Unit 40: Heritage and Cultural Management Unit 41: Entertainment and Venue Management Unit 42: Sport and Leisure Tourism Unit 43:The Travel and Tourism Environment Unit 44: Tourism Development Planning Unit 45: Tourism Destinations Unit 46: Tour Operations Management BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 . regulatory.

select and keep colleagues B12: Promote diversity in your organisation D1: Develop productive working relationships with colleagues D2: Develop productive working relationships with colleagues and stakeholders C3: Encourage innovation in your organisation C2: Encourage innovation in your area of responsibility C1: Encourage innovation in your team B11: Promote diversity in your area of responsibility D5: Allocate and check work in your team 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 Unit 27: Cellar and Bar Operations Unit 28: Law for Licensed Premises Unit 29: Introduction to Brewing Science Unit 30: Menu Planning and Product Development Unit 31: Planning and Managing Food Production Unit 32: Planning and Managing Food and Beverage Service Unit 33: Contemporary Gastronomy 3 3 3 3 3 3 3 Unit 34: World Cuisine Unit 35: Creative Patisserie Unit 36: Catering Technology Unit 37: Food Hygiene and the Environment Unit 38: Nutrition and Diet Unit 39: The Sport and Leisure Industry Unit 40: Heritage and Cultural Management Unit 41: Entertainment and Venue Management Unit 42: Sport and Leisure Tourism Unit 43:The Travel and Tourism Environment Unit 44: Tourism Development Planning Unit 45: Tourism Destinations Unit 46: Tour Operations Management 377 .NVQ unit titles D4: Plan the workforce Unit 26: Research Project HNC/D titles D3: Recruit.

378 HNC/D titles NVQ unit titles F1: Manage projects E1: Manage a budget F2: Manage a programme of complementary projects F3: Manage business processes E4: Promote the use of technology within your organisation D7: Provide learning opportunities for colleagues E5: Ensure your own action reduce risks to health and safety E6: Ensure health and safety requirements are met in your area of responsibility E2: Manage finance for your area of responsibility E7: Ensure an effective organisational approach to health and safety 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 Unit 26: Research Project Unit 27: Cellar and Bar Operations Unit 28: Law for Licensed Premises Unit 29: Introduction to Brewing Science Unit 30: Menu Planning and Product Development Unit 31: Planning and Managing Food Production Unit 32: Planning and Managing Food and Beverage Service Unit 33: Contemporary Gastronomy Unit 34: World Cuisine Unit 35: Creative Patisserie Unit 36: Catering Technology Unit 37: Food Hygiene and the Environment Unit 38: Nutrition and Diet Unit 39: The Sport and Leisure Industry Unit 40: Heritage and Cultural Management Unit 41: Entertainment and Venue Management Unit 42: Sport and Leisure Tourism Unit 43:The Travel and Tourism Environment Unit 44: Tourism Development Planning Unit 45: Tourism Destinations Unit 46: Tour Operations Management BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 .

1-388/1 3 3 3 3 3 3 3 BH016271 – Guidance and units – Edexcel Level 5 BTEC Higher Nationals in Hospitality Management – Issue 1 – July 2005 Unit 27: Cellar and Bar Operations Unit 28: Law for Licensed Premises Unit 29: Introduction to Brewing Science Unit 30: Menu Planning and Product Development Unit 31: Planning and Managing Food Production Unit 32: Planning and Managing Food and Beverage Service Unit 33: Contemporary Gastronomy 3 Unit 34: World Cuisine Unit 35: Creative Patisserie 3 3 3 3 3 3 3 3 3 3 Unit 36: Catering Technology Unit 37: Food Hygiene and the Environment Unit 38: Nutrition and Diet Unit 39: The Sport and Leisure Industry Unit 40: Heritage and Cultural Management Unit 41: Entertainment and Venue Management Unit 42: Sport and Leisure Tourism Unit 43:The Travel and Tourism Environment Unit 44: Tourism Development Planning Unit 45: Tourism Destinations Unit 46: Tour Operations Management 379 .DOC.NVQ unit titles F12: Improve organisational performance Unit 26: Research Project HNC/D titles F7: Support customer service improvements F9: Build your organisation’s understanding of its market and customers F11: Manage the achievement of customer satisfaction F8: Work with others to improve customer service F10: Develop a customer focused organisation F4: Develop and review a framework for marketing 3 3 3 3 3 3 3 3 3 3 934rl110705LT\PD\HIGHER NATIONALS\BH016271 HN IN HOSPITALITY MANAGEMENT L5.

4496750 Registered Office: One90 High Holborn. Adamsway. Registered in England and Wales No. Mansfield. London WC1V 7BH .com Publications Code BH016271 July 2005 For more information on Edexcel and BTEC qualifications please contact Customer Services on 0870 240 9800 or http://enquiries.org. NG18 4FN Telephone: 01623 467467 Fax: 01623 450481 Email: publications@linneydirect.edexcel.org.uk or visit our website: www. Notts.uk Edexcel Limited.Further copies of this publication are available from Edexcel Publications.edexcel.

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