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					Unit F811: Introducing the UK hospitality
industry (Wales)
Unit level                                                     Unit size

Level 1                                                        30 Guided Learning Hours

                                                               45 mins will be spent on the examination


Unit overview

Within hospitality, there are seven industries: hotels; restaurants; pubs, bars and nightclubs;
hospitality services; contract food service providers; membership clubs and events. This unit will
introduce learners to the all aspects of this diverse industry.

The UK hospitality industry touches people’s everyday lives, from restaurants visited for breakfast,
lunch and dinner to hotels stayed in for the weekend, to music events, to the canteen in school or
college. Hospitality establishments provide a range of services; learners will have the opportunity
to explore the different types of hospitality services and how these integrate with other industries.
In this unit learners will have the opportunity to develop independent enquiry skills through
planning and carrying out research. During their research learners will begin to understand the
importance of changing trends and their impact, along with those of linked industries too, such as
tourism, and how these may affect the hospitality industry.

Learners will be given the opportunity to investigate the breadth of the hospitality industry and visit
different types of establishments that make up the industry, such as contract catering suppliers to
the luxury hotel complex / spa. Learners may examine questions such as, ‘what does good
customer service mean?’, or, ‘How does customer service influence hospitality establishments?’

Learners will be introduced to a range of organisations and roles within them and may be
encouraged to consider future career opportunities which would interest them as they progress.

This unit will be set and assessed externally.




OCR Hospitality Level 1 Unit F811 Introducing the UK hospitality industry (Wales)                         1
2   OCR Hospitality Level 1 Unit F811 Introducing the UK hospitality industry (Wales):
Learning outcomes                                                  Assessment criteria                                Amplification


The learner will:                                                  The learner can:
                                                                                                                         The broad categories of establishments are:
1    Understand the range of establishments in                     1.1 Identify broad categories of establishments        -  Hotels
     UK hospitality industry                                           that comprise the UK hospitality industry          -  Restaurants
                                                                                                                          -  Pubs, bars and nightclubs
                                                                   1.2 Explain types of establishments found in the       -  Takeaways and fast food outlets
                                                                       categories, supporting explanation with            -  Contract food service provisions
                                                                       examples                                           -  Hospitality services
                                                                                                                          -  Memberships clubs

                                                                                                                         Types of establishments must include:
                                                                                                                          -  general sub-structure of each category
                                                                                                                             (eg, for hotels – budget, bed and
                                                                                                                             breakfast, one to five star)
                                                                                                                          -  Examples of establishments from these
                                                                                                                             sub-structures


2    Know the range of hospitality services offered                2.1 Identify a range of hospitality services          Hospitality services comprise of many
     in the UK                                                         provided in the UK                                 different types of services, which must
                                                                                                                          include:
                                                                   2.2 Describe the different types of hospitality        -    Food
                                                                       services provided in the UK                        -    Beverages
                                                                                                                          -    Accommodation
                                                                                                                          -    Events
                                                                                                                          -    Conference and Banqueting

                                                                                                                         Hospitality services that are provided must
                                                                                                                          include:
                                                                                                                          -    Food - different types of foods including a
                                                                                                                               range of items for a multinational
                                                                                                                               background



OCR Hospitality Level 1 Unit F811 Introducing the UK hospitality industry (Wales)
                                                                                                                                                                         3
                                                                                                         -     Beverages – different types of beverages
                                                                                                               that are available: hot and cold
                                                                                                               beverages, non alcoholic and alcoholic
                                                                                                               beverages
                                                                                                         -     Accommodation – the different types that
                                                                                                               are available including the differences in
                                                                                                               quality and what is available
                                                                                                         -     Events – the size and scope of events
                                                                                                               including themed events, weddings, and
                                                                                                               parties.
                                                                                                         -     Conferencing and banqueting– the
                                                                                                               different facilities that are available
                                                                                                               including function catering, meetings and
                                                                                                               seminars.
                                                                                                         -     The range of establishments that offer
                                                                                                               these services


3 Be able to use hospitality terminology   3.1 Define a range of hospitality terminology                Basic hospitality terminology must include:
                                                                                                         -  that relevant to hotels (eg., budget, bed
                                           3.2 Use hospitality terminology in context                       and breakfast, one to five star)
                                                                                                         -  that relevant to restaurants (eg, fast food,
                                                                                                            cafe, coffee shops, fine dining, cuisine,
                                                                                                            food, beverages)
                                                                                                         -  that relevant to events (eg, temporary
                                                                                                            sporting events, music events, themed
                                                                                                            events and functions, meetings and
                                                                                                            conferences, exhibitions)
                                                                                                         -  that relevant to pubs, bars and nightclubs
                                                                                                            (eg, managed, tenanted or leased,
                                                                                                            freehouses, discotheques)
                                                                                                         -  that relevant to hospitality services (eg,
                                                                                                            industrial areas)
                                                                                                         -  that relevant to contract food services
                                                                                                            (eg, food and beverages provided to
                                                                                                            areas where food and beverage is not the


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                                                                                        OCR Hospitality Level 1 Unit F811 Introducing the UK hospitality industry (Wales)
                                                                                                                               primary area of business)
                                                                                                                           -   that relevant to membership clubs (eg,
                                                                                                                               self-funded, not for profit,
                                                                                                                               professional/employment associations,
                                                                                                                               political affiliation, sporting clubs, bar
                                                                                                                               service)
                                                                                                                           -   general hospitality terminology (eg,
                                                                                                                               turnover, revenue, market size, outlets,
                                                                                                                               establishments)


4 Know the impact of customer service on the                       4.1 Describe the meaning of good customer              Good customer service must include:
  hospitality industry                                                 service                                             -  putting customer needs first
                                                                                                                           -  being honest
                                                                   4.2 Describe the influence of customer service on       -  dealing with customers first time, not
                                                                       hospitality establishments                             passing them around
                                                                                                                           -  understanding customers’ needs

                                                                                                                          Influence of customer service on hospitality
                                                                                                                           establishments must include:
                                                                                                                            -   the benefits of good customer service in
                                                                                                                                terms of repeat business
                                                                                                                            -   customer satisfaction
                                                                                                                            -   the impact on a hospitality business of
                                                                                                                                poor customer service
                                                                                                                            -   What the customers believe is good
                                                                                                                                customer service




OCR Hospitality Level 1 Unit F811 Introducing the UK hospitality industry (Wales)
                                                                                                                                                                            5
Form of assessment

Requirements for assessment

This unit will be set and assessed externally. The assessment will take the following format:
     A 45 minute examination
     the paper will consist of one section
     the learner should answer all questions
     questions will be a mixture of multiple choice and short answer questions
     case study or scenario information will be presented on the paper where appropriate to contextualise questions
     the examination will be marked out of 30 and will be set and marked by OCR

Guidance to centres

In this unit it is recommended that learners spend 29 glh on the acquisition of knowledge and understanding for the examination. Following completion of
delivery, there is a 45 minutes examination.




Marking criteria

The total number of marks for this unit is 30.

Sample assessment material has been developed for this unit. It exemplifies the demands we make on the learner in the assessment and through the mark
scheme the standard expected of the learner in the assessment. Guidance on the allocation of marks will be detailed in the sample assessment material.




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                                                                                               OCR Hospitality Level 1 Unit F811 Introducing the UK hospitality industry (Wales)
Approaches to applied learning

The aim of this unit is to develop learners’ knowledge and understanding of the hospitality industry. This unit is can be delivered alongside Level 1 Unit
F813: Introducing Customer service in the hospitality industry (Wales). As an introductory topic, this unit is designed to be delivered first on a programme
of study. It is recommended that employers are engaged to introduce learners to the industry, providing them with firsthand expertise and real world
experiences. This unit may be delivered from the classroom; however, learners would benefit considerably through receiving firsthand experience of the
practical aspects of the industry through work placement/work experience/part time work.

As an introductory topic, this unit is ideally delivered as the first in the programme of learning. However, as the unit will be externally set and assessed it
does not need to be assessed at this early stage. Learners would benefit from progressing with their programme of learning prior to assessing this unit as
they will gain a basic understanding of the industry and be able to use the terminology appropriately.

Visits could be arranged so that the learners can see and understand the different types of establishments. Learners may prepare questions before the
visit so that they have a clear indication of the aspects that they are hoping to explore whilst at the establishments, and what objectives they are hoping to
achieve. Learners should be given the opportunity to investigate broad categories of establishments within the industry. This could be reinforced by using
case studies about people in the industry; examples could include the Roux Brothers, the Hilton Family, the Eavis family, a local contract food service
provider and/or the British Legion.

Learners may develop a greater understanding of the different hospitality services provided, by speaking to employers in the centre. This may be through a
centre-organised hospitality fair or by visiting local establishments such as an event caterer and/or a local hotel chain, such as Quality Inn.

Learners should have the opportunity to show that they can research the UK hospitality industry using different methodologies. Through a group project,
learners could research different terminology related to the industry such as ‘themed events’, or ‘fast-food’. Through work experience and/or work
placements and/or visits learner may gain an insight into different sectors of the industry and the differing terminology they use. Individual groups may
reflect on their findings by presenting their individual ideas to the class as a whole. This will enable learners to fully appreciate the scale of the industry and
terminology used. Learners can then compare findings to information found in case studies and/or articles.

A visiting speaker from a local hospitality establishment may introduce learners to the meaning of good customer service and explain what establishments
do to make sure they provide effective customer service. This may be further re-enforced through scenario role-play.

Further guidance on employer engagement, including information on the types of activities employers could be asked to provide, is provided in the OCR
Level 1 Principal Learning in Hospitality (Wales) centre handbook.

Learners should be encouraged to practice questions and timings in preparation for the examination. Questions in the examination will be based on the
requirements of the assessment criteria; however, they will be contextualised to a specific aspect of the hospitality industry. Learners should be
encouraged to investigate as much of the industry as required by the assessment criteria as is practicable to ensure they are prepared for the written
examination.

OCR Hospitality Level 1 Unit F811 Introducing the UK hospitality industry (Wales)
                                                                                                                                                                  7
Essential Skills Wales and the Wider Key Skills in Principal Learning

Principal Learning offers many opportunities to develop the skills embodied in the three Essential Skills Wales (ESW) and the three wider key skills (WKS)
that are required if a candidate is to achieve the Welsh Baccalaureate Qualification (WBQ).

To achieve the WBQ at Foundation level, learners must achieve four of the six skills at Level 1, including at least one of ESW Communication, Application
of Number and ICT. In addition, there must be evidence that they have developed the remaining two skills. There is more guidance on generating evidence
of ESW and WKS in the context of a Principal Learning programme of delivery in section 7 of the OCR Level 1 Principal Learning in Hospitality (Wales)
centre handbook. It is important that teachers read this guidance before commencing the programme of delivery and advise the learners
accordingly.

The table below lists, in the first column, the skills that a learner must develop for the ESW or WKS in question. The second column suggests a PL context
in which the skill would arise naturally and might be developed.




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                                                                                                OCR Hospitality Level 1 Unit F811 Introducing the UK hospitality industry (Wales)
Foundation Principal Learning in Hospitality (Wales)
Unit F811: Introducing the UK hospitality industry (Wales)

Essential Skills Wales: Communication

           Skill/s to be developed                                     Suggested context               Reference


Speaking and listening                                                                                   C1.1

Understanding and responding to spoken                   Formal face-to-face discussions in a group     C1.1.1
language in a range of contexts.                         with at least two other people about the
Speaking to communicate                                  meaning of good customer service.              C1.1.2
 information
 feelings
 opinions
 questions
 instructions
 on familiar topics, using appropriate
language, and in a range of contexts
Taking part in formal discussions with two                                                              C1.1.3
or more other people.

Reading                                                                                                  C1.2

Reading, understanding and obtaining                     Reading about good customer service and        C1.2.1
information independently from at least                  the influence of customer service on
two different types of documents. At least               hospitality establishments, in preparation
one document must contain an image.                      for a discussion and writing a short
One document must be at least 250 words                  document.
long.

Writing                                                                                                  C1.3

Writing short documents of different types               Write a report about what good customer        C1.3.1
to communicate information to a familiar                 service is and its influence on hospitality
audience in appropriate formats and using                establishments for an audience of peers.
language that is appropriate to purpose
and audience. One document must be at
least 250 words long.




OCR Hospitality Level 1 Unit F811 Introducing the UK hospitality industry (Wales)
                                                                                                                9
Essential Skills Wales: ICT

         Skill/s to be developed                              Suggested context                             Reference


Using ICT systems                                                                                              ICT1.1

Confirming understanding of a given task       Using ICT to research customer service                         ICT1.1.1
that uses ICT.                                 within the hospitality sector.
Using ICT independently to carry out the                                                                      ICT1.1.2
task.
Following safe, healthy and secure                                                                            ICT1.1.3
working practices at all times.

Finding, selecting and exchanging                                                                              ICT1.2
information

Finding, selecting and using sources of        Finding, selecting and exchanging ICT-                         ICT1.2.1
ICT-based information that are appropriate     based information relevant to researching
to a given task.                               what good customer service is and how it
Searching for, selecting and getting ICT-      influences hospitality establishments.                         ICT1.2.2
based information that is relevant to the
task.
Entering, saving, sending, receiving and                                                                      ICT1.2.3
exchanging ICT-based information to suit
the purpose of the task.

Developing and presenting information                                                                          ICT1.3

Entering, developing, formatting and           Developing and presenting ICT-based                            ICT1.3.1
bringing together ICT-based information        information for the purpose of producing a
about a given task, in the form of:            report , in the form of text and/or tables
a) text                                        and/or images for an audience of peers.
b) tables
c) images
d) numbers.
Using ICT to present information about the                                                                    ICT1.3.2
task, using consistent layouts that are fit
for purpose and audience, and reviewing
the work.




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                                        OCR Hospitality Level 1 Unit F811 Introducing the UK hospitality industry (Wales)
Essential Skills Wales: Application of Number

           Skill/s to be developed                                     Suggested context   Reference


Understanding numerical data                                                                 N1.1

Understanding and describing a given                                                        N1.1.1
problem or task.                                         ‘Limited opportunities’
Agreeing with an appropriate person how                                                     N1.1.2
to tackle the problem or task.
Obtaining relevant numerical data from at                                                   N1.1.3
least two sources to meet the purpose of
the problem or task.

Carrying out calculations                                                                    N1.2

Using appropriate methods to get the                                                        N1.2.1
results needed and describing the                        ‘Limited opportunities’
methods used.
Using the data and information obtained to                                                  N1.2.2
carry out calculations relevant to the
problem or task to do with:
    a) amounts or sizes
    b) scales or proportion
    c) handling statistics

Interpreting results and presenting                                                          N1.3
findings

Presenting findings to a familiar audience                                                  N1.3.1
using charts, graphs or diagrams                          ‘Limited opportunities’
Describing what the results mean and                                                        N1.3.2
explaining how they meet the purpose of
the problem or task.




OCR Hospitality Level 1 Unit F811 Introducing the UK hospitality industry (Wales)
                                                                                                11
Key Skills: Working with Others
Learners must develop the skills needed to work with one other person, and the skills needed to
work in a group of at least three people. The emphasis must be on the individual learner’s
contribution to the work of the pair or group.

         Skill/s to be developed                               Suggested context                             Reference


Confirming understanding of given               Working in a pair/group to carry out                            WO1.1
objectives, and planning for working            research into hospitality terminology
together                                        related to differing aspects of the industry
                                                eg. that relevant to hotels, restaurants,
Checking understanding of the task to be        events etc.                                                   WO1.1.1
achieved by the group
Identifying what needs to be done and                                                                         WO1.1.2
individual responsibilities
Making sure of the arrangements for                                                                           WO1.1.3
working together

Working with others towards achieving                                                                           WO1.2
the given objectives

Carrying out tasks to meet responsibilities                                                                   WO1.2.1
Working safely, following working methods                                                                     WO1.2.2
given
Checking progress, asking for help and                                                                        WO1.2.3
offering support to others when
appropriate.

Identifying ways you helped to achieve                                                                          WO1.3
things and how to improve your work
with others

Identifying what went well and less well in                                                                   WO1.3.1
working with others
Identifying own contribution to achieving                                                                     WO1.3.2
things together
Suggesting ways of improving own work                                                                         WO1.3.3
with others for next time




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                                         OCR Hospitality Level 1 Unit F811 Introducing the UK hospitality industry (Wales)
Key Skills: Improving Own Learning and Performance
Learners have to develop at least two different ways of learning to improve their performance. They
have to provide at least two examples of meeting the standard for LP1.1, LP1.2 and LP1.3, with
each example covering at least two targets.

           Skill/s to be developed                                     Suggested context   Reference


Confirming targets and planning how                                                          LP1.1
to meet these with the person setting      Learning about hospitality terminology
them                                       relating to differing aspects of the industry
                                           eg. that relevant to hotels, restaurants,
Making sure that targets clearly show what events etc.                                      LP1.1.1
the learner wants to achieve
Identifying clear action points and        or                                               LP1.1.2
deadlines for each target
Identifying how to get the support needed  research in good customer service and its        LP1.1.3
and the arrangements for reviewing         influence on hospitality establishments.
progress

Following the plan, to help meet targets                                                     LP1.2
and improve performance

Working through action points to complete                                                   LP1.2.1
these on time
Using ways of learning suggested by a                                                       LP1.2.2
supervisor, making changes when needed
to improve performance
Using support given by others to help                                                       LP1.2.3
meet targets

Reviewing progress and achievements                                                          LP1.3
in meeting targets, with an appropriate
person

Say what has been learned and how it                                                        LP1.3.1
was learned, including what has gone well
and what has gone less well
Identifying targets met and achievements                                                    LP1.3.2

Checking what the learner needs to do to                                                    LP1.3.3
improve performance




OCR Hospitality Level 1 Unit F811 Introducing the UK hospitality industry (Wales)
                                                                                                13
Key Skills: Problem Solving
Learners have to provide at least two examples of meeting the standard for PS1.1, PS1.2 and
PS1.3, with each example covering a different problem. They have to identify at least two different
ways of tackling each problem.

         Skill/s to be developed                               Suggested context                             Reference


Confirming with an appropriate person           ‘Limited opportunities’                                         PS1.1
understanding of the given problem,
and identifying different ways of
tackling it

Checking understanding of the given                                                                            PS1.1.1
problem
Checking how to know it has been solved                                                                        PS1.1.2
Coming up with different ways of tackling                                                                      PS1.1.3
the problem

Confirming with an appropriate person                                                                           PS1.2
what the learner will do and following
the plan for solving the problem

Helping decide how to try to solve the                                                                         PS1.2.1
problem
Planning what to do                                                                                            PS1.2.2

Following the plan, working safely and                                                                         PS1.2.3
using support given by others to help
tackle the problem

Checking with an appropriate person if                                                                          PS1.3
the problem has been solved and how
to improve problem solving skills

Checking if the problem has been solved                                                                        PS1.3.1
using the methods given
Identifying clearly what went well and less                                                                    PS1.3.2
well in tackling the problem
Checking what needs to be done to                                                                              PS1.3.3
improve problem solving skills.




14
                                         OCR Hospitality Level 1 Unit F811 Introducing the UK hospitality industry (Wales)
Unit F812: Investigating the UK hospitality
industry (Wales)
Unit level                                                      Unit size

Level 1                                                         30 Guided Learning Hours

                                                                It is recommended that the learner spends 25 glh
                                                                on the acquisition of knowledge, skills and
                                                                understanding.

                                                                The remaining 5 glh will take the form of
                                                                controlled assessment where the learner
                                                                produces the appropriate evidence.


Unit overview

Within hospitality, there are seven industries: hotels; restaurants; pubs, bars and nightclubs;
hospitality services; contract food service providers; membership clubs and events. This unit will
build on the topics covered in Unit G011: Introducing the UK hospitality industry and allow learners
to investigate the broader impact of the industry.

In the UK, the hospitality industry plays a large role within the economy, both in terms of the
workforce that it employs and the revenue that it produces. This unit will give learners the
opportunity to explore these and other issues. Learners will have the opportunity to develop
independent enquiry skills through planning and carrying out research into the hospitality industry.
This research will give learners the opportunity to understand the main factors affecting the UK
hospitality industry.

Learners have the opportunity to research the main components of the UK economy and the
important role the hospitality industry plays within it. Learners will come to understand how the UK
hospitality industry affects the UK economy, in terms of the number of establishments and the
number of people that it employs.

Learners could be examining questions such as: How does the hospitality industry affect tourism?
What are the current market trends affecting the UK hospitality industry? What consequences will
current trends have on the UK hospitality industry? Answering these questions will provide learners
with the opportunity to develop a comprehensive knowledge base on which to progress in their
learning and career in the hospitality industry.

This unit is internally assessed and externally moderated.




OCR Hospitality Level 1 Unit F812: Investigating the UK hospitality industry (Wales)                          1
2   OCR Hospitality Level 1 Unit F812: Investigating the UK hospitality industry (Wales)
Learning outcomes                                                  Assessment criteria                               Exemplification


The learner will:                                                  The learner can:                                     Identifying topic for research must include:
                                                                                                                         -   personal interest in relation to scope of
1 Be able to research the hospitality industry                     1.1 Identify topics for research                          the unit content
                                                                                                                         -   the format of the research (eg, oral
                                                                   1.2 Carry out research using a range of sources           presentation, written report)
                                                                                                                         -   resources available (eg, hospitality
                                                                   1.3 Organise time and resources, prioritising             establishments in the local areas)
                                                                       actions for research                              -   aims/objectives of the research

                                                                   1.4 Ask questions to extend thinking about the       Using different areas/sources to research the
                                                                       hospitality industry                              topic must include:
                                                                                                                         -    internet,
                                                                   1.5 Identify opportunities for improvements in        -    books
                                                                       research                                          -    journals
                                                                                                                         -    leaflets,
                                                                                                                         -    periodicals
                                                                                                                         -    newspapers
                                                                                                                         -    weekly magazines (eg, Caterer and
                                                                                                                              Hospitality, Publican, restaurateur)

                                                                                                                        Organising time and resources must include:
                                                                                                                         -  plan what they are looking for
                                                                                                                         -  sources of information they will use
                                                                                                                         -  how they will manage their time


2   Know how different factors affect the UK                       2.1 Outline the main factors affecting the UK        Main factors must include:
    hospitality industry                                               hospitality industry                              -   market – the different companies that are
                                                                                                                             competing for the same business
                                                                   2.2 Describe how the main factors affect the UK       -   technological – examples of the
                                                                       hospitality industry                                  development of Information Technology
                                                                                                                         -   Social/cultural – examples of changes in
                                                                                                                             attitude and life style



OCR Hospitality Level 1 Unit F812: Investigating the UK hospitality industry (Wales)                                                                                     3
3   Know the importance of the hospitality          3.1 Identify the main components of the UK                     How the UK economy is made up must
    industry to the UK economy                           economy                                                    include:
                                                                                                                    -    different industry sectors
                                                    3.2 Describe the importance of the hospitality                  -    gross domestic product
                                                        industry to the UK economy                                  -    amount of people employed overall in
                                                                                                                         these sectors
                                                                                                                    -    the revenue produced by these sectors

                                                                                                                   Importance must include:
                                                                                                                    -  revenue for the UK hospitality industry as
                                                                                                                       whole
                                                                                                                    -  revenue for the different sectors of the
                                                                                                                       industry
                                                                                                                    -  employment for the different sectors
                                                                                                                    -  different types and amounts of
                                                                                                                       establishments in different parts of the
                                                                                                                       country


4   Understand how the UK hospitality industry is   4.1 Explain how the hospitality industry is affected           The affect of tourism on hospitality must
    affected by tourism                                 by tourism                                                  include:
                                                                                                                    -    what is tourism, in terms of business and
                                                    4.2 Explain the current market trends that are                       leisure
                                                        affecting the UK hospitality industry and the               -    a view of the more popular areas of the
                                                        consequences that they will have                                 UK for tourism and why this is the case
                                                                                                                    -    different seasonal trends that affect the
                                                                                                                         UK hospitality industry

                                                                                                                   Current market trends must include:
                                                                                                                    -   political/government policy
                                                                                                                    -   finance/economy
                                                                                                                    -   media




4
                                                                                                OCR Hospitality Level 1 Unit F812: Investigating the UK hospitality industry (Wales)
Form of assessment
Requirements for centres

This unit is internally assessed and externally moderated. Assessment must be conducted under controlled assessment conditions and controls have been
determined for each stage of the assessment process: task setting, task taking and task marking. Further, overarching information on controlled
assessment is provided in section 6 of the OCR Level 1 Principal Learning in Hospitality (Wales) centre handbook.

Task setting:

       To assist centres in the teaching and assessment of this unit OCR has provided a model assignment along with guidance and criteria related to using
       it. The model assignment consists of tasks that are applied and holistic in their approach. Model assignments are designed so that they can be used
       as they are or adapted by centres to fit with local sector needs and allow the usage of local resources available to any consortia/centre. The model
       assignment includes information on which aspects of the assignment can be adapted.

       The OCR model assignment also acts as an exemplar which centres can use as the basis to develop their own assignments. Further guidance on
       the requirements and process for centre designed assignments is available from our website www.ocr.org.uk

       Wherever possible, the assessment of this unit should enable the learner to experience real events and work alongside people in a ‘sector’ context.
       The context for the assessment should make best use of local resources; it is vital that the assessment is related to a real purpose, has clear goals
       and that these goals are communicated to the learner in a way that ensures they know what is expected of them.

Task taking:

       Under the process of task taking, controls are set for the key aspects of time, resources, supervision and collaboration.
              The time limit available to complete the assessment is 5 glh. Consortia can determine how this overall time is allocated between assessment
               tasks.
              Resources must be provided that give learners fair and full access to the marking criteria and are appropriate for the assessment and
               requirements of the unit. Centres can determine which physical resources and information sources are appropriate for the assessment.
              Learners will complete the majority of work for assessment under direct teacher supervision. For this qualification it is acceptable for some
               aspects of exploration, such as research, to be outside the direct supervision of the teacher, but the teacher must be able to authenticate the
               work.
              Collaboration is permitted within this unit. Learners must complete and/or evidence all work individually but consortia can determine at which
               point within an assessment task learners can work together.




OCR Hospitality Level 1 Unit F812: Investigating the UK hospitality industry (Wales)                                                                             5
Within OCR model assignments timing may be suggested within the overall assessment time and resources defined for some individual tasks, the purpose
is to give consortia additional guidance to help to manage the assessment task.

Task marking:

       The centre must mark learner’s assessment evidence using the mark descriptions provided in this unit (see the section Marking Criteria) and using
       a ‘best fit’ approach. A mark must be chosen from one of the three mark bands provided in the marking criteria which best describes the quality of
       work submitted. (Further information on ‘best fit’ is also included in section 6 of the centre handbook.)


Controls:
                Task Setting    Time           Supervision        Resource        Collaboration        Marking
            Limited             Limited        Medium             Limited         Limited              Medium

The assessment evidence should include:
    -   Research/Assignment
    -   Report/presentation

Guidance to centres

In this unit it is recommended that learners spend 25glh on the acquisition of knowledge, skills and understanding. The remaining 5 glh will take the form of
controlled assessment where learners produce the appropriate evidence.




6
                                                                                                OCR Hospitality Level 1 Unit F812: Investigating the UK hospitality industry (Wales)
Marking criteria

The total number of marks for this unit is 30. For a description of the key words used in the marking criteria please see the Marking Criteria Glossary of
Terms in the OCR Level 1 Principal Learning in Hospitality (Wales) centre handbook.


Assessment      Band 1                                                        Band 2                                           Band 3
  criterion
 reference



    1.1         Learners identify simple ideas for research                   Learners identify detailed ideas for research    Learners identify comprehensive and
    1.2         topics, with a limited consideration of                       topics are generated by learners, with some      appropriate ideas for research topics, with
    1.3         alternatives. Learners select a limited topic                 consideration of relevant alternatives.          careful consideration of relevant
    1.4         for their research. Learners complete some                    Learners select an appropriate topic for their   alternatives. Learners select a well-
    1.5         planning, and carry out basic research using                  research. Learners complete adequate             considered and appropriate topic for their
                a limited range of sources. They are able to                  planning, and carry out sound research using     research. Learners complete thorough
                carry out research with guidance and help.                    a range of sources and relevant information.     planning, and carry out effective research
                                                                              They are able to carry out research possibly     using a wide range of sources and in-depth
                                                                              with some guidance.                              information. They are able to carry out
                                                                                                                               research independently.

                Learners make limited attempt to organise                     Learners are competent in organising their       Learners are competent and effective in
                their time and resources. Learners have a                     time and resources and are purposeful.           organising their time and resources and show
                limited understanding of the planning                         Learners have a detailed understanding of        initiative. Learners have a thorough
                process and its purpose, giving little                        the planning process and its purpose, giving     understanding of the planning process and its
                consideration to resources and timescales.                    adequate consideration to resources and          purpose, giving reasoned consideration to
                Learners ask some obvious questions,                          timescales. Learners ask appropriate             resources and timescales. Learners ask a
                which may extend their thinking. They may                     questions about the hospitality industry to      wide range of reasoned questions about the
                have difficulty in identifying improvements                   reasonably extend their thinking. They           hospitality industry to significantly extend
                and/or recommendations for future research.                   identify appropriate improvements and/or         their thinking. They identify a wide range of
                                                                              recommendations for future research.             effective improvements and/or
                                                                                                                               recommendations for future research.
                [0 1 2 3]                                                     [4 5 6]                                          [7 8 9]




OCR Hospitality Level 1 Unit F812: Investigating the UK hospitality industry (Wales)                                                                                         7
    2.1   Learners produce a basic outline of the main     Learners produce a detailed outline of the            Learners produce a comprehensive outline
    2.2   factors affecting the UK hospitality industry.   main factors affecting the UK hospitality             of the main factors affecting the UK hospitality
          They demonstrate a limited knowledge of the      industry. They demonstrate a reasonable               industry. They demonstrate an in-depth
          hospitality industry.                            knowledge of the hospitality industry.                knowledge of the hospitality industry.

          Learners produce a limited description of        Learners produce a balanced description of            Learners produce a reasoned description of
          how the main factors affect the UK hospitality   how the main factors affect the UK hospitality        how the main factors affect the UK hospitality
          industry. They support their responses with      industry. They support their responses with           industry. They support their responses with
          few obvious examples.                            relevant examples.                                    clear and relevant examples.
          [0 1 2]                                          [3 4]                                                 [5 6]

    3.1   Learners produce a basic identification of       Learners produce a broad identification of a          Learners produce a comprehensive
    3.2   some of the main components of UK                range of the main components of UK                    identification of a wide range of components
          economy. They use few obvious examples           economy. They use relevant examples to                of UK economy. They use clear and
          to support their responses.                      support their responses.                              relevant examples to support their
                                                                                                                 responses.

          Learners produce a limited description of the    Learners produce a detailed description of            Learners produce a thorough description of
          importance of the hospitality industry to the    the importance of the hospitality industry to         the importance of the hospitality industry to
          UK economy. They use a limited range of          the UK economy. They use a range of                   the UK economy. They use a wide range of
          sources to investigate the importance of the     sources and sound information to investigate          sources and in-depth information to
          hospitality industry to the UK economy.          the importance of the hospitality industry to         investigate the importance of the hospitality
                                                           the UK economy.                                       industry to the UK economy.
          [0 1 2 3]                                        [4 5 6]                                               [7 8 9]




8
                                                                                             OCR Hospitality Level 1 Unit F812: Investigating the UK hospitality industry (Wales)
    4.1         Learners produce a limited explanation of                     Learners produce a sound explanation of          Learners produce a thorough explanation of
    4.2         how the hospitality industry is affected by                   how the hospitality industry is affected by      how the hospitality industry is affected by
                tourism. They use a few obvious examples                      tourism. They use a range of relevant            tourism. They use a wide range of clear and
                to support their responses.                                   examples to support their responses.             relevant examples to support their
                                                                                                                               responses.

                Learners produce a basic explanation of                       Learners produce a detailed explanation of a     Learners produce a clear, in-depth
                some current market trends that affect the                    range of current market trends that affect the   explanation of a wide range of current
                UK hospitality industry and a limited                         UK hospitality industry and appropriately        market trends that affect the UK hospitality
                explanation of the consequences that they                     explain the consequences that they will have.    industry and critically explain the
                will have.                                                                                                     consequences that they will have.

                Learners demonstrate limited understanding                    Learners demonstrate reasonable                  Learners demonstrate comprehensive
                of the affect of current market trends on the                 understanding of the affect of current market    understanding of the affect of current market
                hospitality industry.                                         trends on the hospitality industry.              trends on the hospitality industry.
                [0 1 2]                                                       [3 4]                                            [5 6]




OCR Hospitality Level 1 Unit F812: Investigating the UK hospitality industry (Wales)                                                                                           9
Approaches to applied learning
The aim of this unit is to introduce learners to the UK hospitality industry. All learning and assessment within this unit can be applied to work experience/
work placement/part time employment and it is recommended that this unit is delivered alongside Level 1 Unit F811 Introducing the UK hospitality industry
(Wales) as both offer complementary content. As an introductory topic, this unit is ideally delivered as the first in the programme of learning. However, the
unit does not need to be assessed at this early stage. The learner would benefit from progressing with their programme of learning prior to assessing this
unit as they will gain an understanding of the industry and be able to research more effectively.

The main approach for learners should be by investigating and researching the industry, for example an investigation into how the industry affects the UK
economy in terms of revenue, employment and demographics. To introduce learners to the industry, centres could invite a hospitality employer such as an
event coordinator and/or employment agency such as Reed, or a sector specialist from the Chamber of Commerce or Local County Council to present an
‘Introduction to the Industry’. This collaboration with employers could also be used to ensure that the unit delivery reflects current activities and practice.

Learners may benefit from visits to relevant hospitality establishments, to establish firsthand the impact of the factors covered in this unit. Visits should
incorporate as many of the establishments mentioned in learning outcomes as possible (such as hotels, restaurants and cafés) to ensure that the learner is
able to see in practice how varied the industry is and the different services that it offers.

Learners could undertake basic research into one industry market such as ‘contract food service providers’. In this activity learners may identify:
    who the market leaders are
    who their potential customers are both within the industry and outside
    visit local hospitality establishments (such as cafés, event organisers and residential homes), enabling learners to identify ‘real world’ links in
      identifying who their suppliers are.

Learners may also carry out independent investigations into the industry with use of the internet, magazines, periodicals and specialised books related to
the hospitality industry.

Learners should have the opportunity to consider the effect on the local employment situation of the hospitality establishments in their local neighbourhood.
Using the research undertaken in Unit G011, Introducing the UK hospitality industry (Wales), they could consider what range and types of employment are
offered. How have these changed in recent years? What differences in employment opportunities might exist in different types of neighbourhoods, eg, rural
communities, market towns, large towns and cities, suburbs and estates, tourist hotspots such as Stratford-upon-Avon, Blackpool etc. Learners could write
a report discussing the economic state of Britain linked to the hospitality industry, exploring how in certain areas of the UK there is a very direct relationship
between the hospitality industry and tourism, eg, Stratford-upon-Avon, Blackpool, London. Learners could consider the number and various types of
tourists, eg, visitors from different parts of the world as well as British tourists, and the demands they make on the hospitality industry in terms of
accommodation, meals, leisure facilities and historic destinations. Learner could also consider the impact of the ‘business sector’ and the range of
hospitality facilities required to service conference etc.

Further guidance on employer engagement, including information on the types of activities employers could be asked to provide, is provided in the OCR
Level 1 Principal Learning in Hospitality (Wales) centre handbook.

10
                                                                                                   OCR Hospitality Level 1 Unit F812: Investigating the UK hospitality industry (Wales)
Essential Skills Wales and the Wider Key Skills in Principal Learning

Principal Learning offers many opportunities to develop the skills embodied in the three Essential Skills Wales (ESW) and the three wider key skills (WKS)
that are required if a candidate is to achieve the Welsh Baccalaureate Qualification (WBQ).

To achieve the WBQ at Foundation level, learners must achieve four of the six skills at Level 1, including at least one of ESW Communication, Application
of Number and ICT. In addition, there must be evidence that they have developed the remaining two skills. There is more guidance on generating evidence
of ESW and WKS in the context of a Principal Learning programme of delivery in section 7 of the OCR Level 1 Principal Learning in Hospitality (Wales)
centre handbook. It is important that teachers read this guidance before commencing the programme of delivery and advise the learners
accordingly.

The table below lists, in the first column, the skills that a learner must develop for the ESW or WKS in question. The second column suggests a PL context
in which the skill would arise naturally and might be developed.




OCR Hospitality Level 1 Unit F812: Investigating the UK hospitality industry (Wales)                                                                     11
Foundation Principal Learning in Hospitality (Wales)
Unit F812: Investigating the UK hospitality industry (Wales)
Essential Skills Wales: Communication

          Skill/s to be developed                             Suggested context                             Reference


Speaking and listening                                                                                           C1.1

Understanding and responding to spoken        Formal face-to-face discussions in a group                       C1.1.1
language in a range of contexts.              with at least two other people about
Speaking to communicate                       research findings into the hospitality                           C1.1.2
 information                                 industry.
 feelings
 opinions
 questions
 instructions
 on familiar topics, using appropriate
language, and in a range of contexts
Taking part in formal discussions with two                                                                     C1.1.3
or more other people.

Reading                                                                                                          C1.2

Reading, understanding and obtaining          Reading about the hospitality industry, in                       C1.2.1
information independently from at least       preparation for a discussion and writing a
two different types of documents. At least    report of research findings.
one document must contain an image.
One document must be at least 250 words
long.

Writing                                                                                                          C1.3

Writing short documents of different types    Writing a report about the findings of                           C1.3.1
to communicate information to a familiar      research into the hospitality industry for an
audience in appropriate formats and using     audience of peers.
language that is appropriate to purpose
and audience. One document must be at
least 250 words long.




12
                                       OCR Hospitality Level 1 Unit F812: Investigating the UK hospitality industry (Wales)
Hospitality L1 F812 Investigating the UK hospitality industry (Wales)



Essential Skills Wales: ICT

         Skill/s to be developed                         Suggested context                  Reference


Using ICT systems                                                                            ICT1.1

Confirming understanding of a given task      Using ICT to carry out research to find out   ICT1.1.1
that uses ICT.                                the main components of the UK economy
Using ICT independently to carry out the      and the importance of the hospitality         ICT1.1.2
task.                                         industry to the UK economy.
Following safe, healthy and secure                                                          ICT1.1.3
working practices at all times.

Finding, selecting and exchanging                                                            ICT1.2
information

Finding, selecting and using sources of       Finding, selecting and exchanging ICT-        ICT1.2.1
ICT-based information that are appropriate    based information relevant to identifying
to a given task.                              how the UK economy is made up and the
Searching for, selecting and getting ICT-     importance of the hospitality industry to     ICT1.2.2
based information that is relevant to the     the UK economy.
task.
Entering, saving, sending, receiving and                                                    ICT1.2.3
exchanging ICT-based information to suit
the purpose of the task.

Developing and presenting information                                                        ICT1.3

Entering, developing, formatting and          Developing and presenting ICT-based           ICT1.3.1
bringing together ICT-based information       information for the purpose of identifying
about a given task, in the form of:           the importance of the hospitality industry
a) text                                       to the UK economy, in the form of text
b) tables                                     and/or images and/or numbers for an
c) images                                     audience of peers.
d) numbers.
Using ICT to present information about the                                                  ICT1.3.2
task, using consistent layouts that are fit
for purpose and audience, and reviewing
the work.




                                                                                                  13
Essential Skills Wales: Application of Number

         Skill/s to be developed                               Suggested context                             Reference


Understanding numerical data                                                                                      N1.1

Understanding and describing a given           Understanding and describing the task of                         N1.1.1
problem or task.                               identifying how the UK economy is made
Agreeing with an appropriate person how        up and the importance of the hospitality                         N1.1.2
to tackle the problem or task.                 industry on the UK economy, agreeing
Obtaining relevant numerical data from at      how to tackle it and obtaining relevant                          N1.1.3
least two sources to meet the purpose of       data.
the problem or task.

Carrying out calculations                                                                                         N1.2

Using appropriate methods to get the           Using appropriate methods and carrying                           N1.2.1
results needed and describing the              out calculations to get the results needed
methods used.                                  in the task of calculating the revenue
Using the data and information obtained to     produced by differing sectors of the                             N1.2.2
carry out calculations relevant to the         hospitality industry and number of people
problem or task to do with:                    employed within the differing sectors.
    a) amounts or sizes
    b) scales or proportion
    c) handling statistics

Interpreting results and presenting                                                                               N1.3
findings

Presenting findings to a familiar audience     Presenting findings about how the UK                             N1.3.1
using charts, graphs or diagrams               economy is made up to an audience of
Describing what the results mean and           peers, describing what they mean and                             N1.3.2
explaining how they meet the purpose of        explain how they meet the purpose of
the problem or task.                           identifying the importance of the hospitality
                                               industry on the UK economy.




14
                                        OCR Hospitality Level 1 Unit F812: Investigating the UK hospitality industry (Wales)
Hospitality L1 F812 Investigating the UK hospitality industry (Wales)



Key Skills: Working with Others
Learners must develop the skills needed to work with one other person, and the skills needed to
work in a group of at least three people. The emphasis must be on the individual learner’s
contribution to the work of the pair or group.

         Skill/s to be developed                         Suggested context               Reference


Confirming understanding of given             Working in a pair/group to carry out         WO1.1
objectives, and planning for working          research into how the UK hospitality
together                                      industry is affected by tourism.

Checking understanding of the task to be                                                  WO1.1.1
achieved by the group
Identifying what needs to be done and                                                     WO1.1.2
individual responsibilities
Making sure of the arrangements for                                                       WO1.1.3
working together

Working with others towards achieving                                                      WO1.2
the given objectives

Carrying out tasks to meet responsibilities                                               WO1.2.1
Working safely, following working methods                                                 WO1.2.2
given
Checking progress, asking for help and                                                    WO1.2.3
offering support to others when
appropriate.

Identifying ways you helped to achieve                                                     WO1.3
things and how to improve your work
with others

Identifying what went well and less well in                                               WO1.3.1
working with others
Identifying own contribution to achieving                                                 WO1.3.2
things together
Suggesting ways of improving own work                                                     WO1.3.3
with others for next time




                                                                                                  15
Key Skills: Improving Own Learning and Performance
Learners have to develop at least two different ways of learning to improve their performance. They
have to provide at least two examples of meeting the standard for LP1.1, LP1.2 and LP1.3, with
each example covering at least two targets.

         Skill/s to be developed                              Suggested context                             Reference


Confirming targets and planning how                                                                             LP1.1
to meet these with the person setting         Learning about the main components of
them                                          the UK economy and the importance of
                                              the hospitality industry to the UK economy
Making sure that targets clearly show what                                                                    LP1.1.1
the learner wants to achieve               Or
Identifying clear action points and                                                                           LP1.1.2
deadlines for each target                  Research into how the UK hospitality
Identifying how to get the support needed  industry is affected by tourism.                                   LP1.1.3
and the arrangements for reviewing
progress

Following the plan, to help meet targets                                                                        LP1.2
and improve performance

Working through action points to complete                                                                     LP1.2.1
these on time
Using ways of learning suggested by a                                                                         LP1.2.2
supervisor, making changes when needed
to improve performance
Using support given by others to help                                                                         LP1.2.3
meet targets

Reviewing progress and achievements                                                                             LP1.3
in meeting targets, with an appropriate
person

Say what has been learned and how it                                                                          LP1.3.1
was learned, including what has gone well
and what has gone less well
Identifying targets met and achievements                                                                      LP1.3.2

Checking what the learner needs to do to                                                                      LP1.3.3
improve performance




16
                                       OCR Hospitality Level 1 Unit F812: Investigating the UK hospitality industry (Wales)
Hospitality L1 F812 Investigating the UK hospitality industry (Wales)



Key Skills: Problem Solving
Learners have to provide at least two examples of meeting the standard for PS1.1, PS1.2 and
PS1.3, with each example covering a different problem. They have to identify at least two different
ways of tackling each problem.

         Skill/s to be developed                         Suggested context                 Reference


Confirming with an appropriate person         Tackling the problem of consequences of        PS1.1
understanding of the given problem,           current trends on the UK hospitality
and identifying different ways of             industry.
tackling it

Checking understanding of the given                                                         PS1.1.1
problem
Checking how to know it has been solved                                                     PS1.1.2
Coming up with different ways of tackling                                                   PS1.1.3
the problem

Confirming with an appropriate person                                                        PS1.2
what the learner will do and following
the plan for solving the problem

Helping decide how to try to solve the                                                      PS1.2.1
problem
Planning what to do                                                                         PS1.2.2

Following the plan, working safely and                                                      PS1.2.3
using support given by others to help
tackle the problem

Checking with an appropriate person if                                                       PS1.3
the problem has been solved and how
to improve problem solving skills

Checking if the problem has been solved                                                     PS1.3.1
using the methods given
Identifying clearly what went well and less                                                 PS1.3.2
well in tackling the problem
Checking what needs to be done to                                                           PS1.3.3
improve problem solving skills.




                                                                                                  17
Unit F813: Introducing customer service
in hospitality (Wales)
Unit level                                                     Unit size

Level 1                                                        60 Guided Learning Hours

                                                               It is recommended that the learner spends 50 glh
                                                               on the acquisition of knowledge, skills and
                                                               understanding.

                                                               The remaining 10 glh will take the form of
                                                               controlled assessment where the learner
                                                               produces the appropriate evidence.


Unit overview

The hospitality industry depends on customers to buy and use their goods and services, critical to
this is excellent customer service helping retain existing customers and attract new ones. The
quality of the service provided is imperative to ensure that customers’ repeat business is
guaranteed - without high quality customer service there is a risk that the demand for the products
and services could fall. Learners will come to understand that the provision of effective customer
service is not only a central theme of the industry, but vital to business success. Looking at issues
such as: What is effective customer service? What does it means? How can it be measured?

Employees in any hospitality environment have a personal responsibility towards customer service.
Customers can be both internal (that is colleagues, supervisors and managers) and external (that
is the people that buy the products and services offered). It is vital that employees should interact
with both internal and external customers in appropriate ways. Learners will have the opportunity
to understand and develop key customer service skills, which will enable them to interact with
different types of people in a range of situations. This unit will introduce learners to the theory
behind customer service and its importance, as well as giving learners the opportunity to
demonstrate the skills for dealing with the different types of customers they will come in contact
with. Learners will have the opportunity to learn how to act in a manner which is safe and healthy
to themselves and their customers and colleagues and will have a basic understanding of current
hospitality legislation.

In this practical unit, learners will see firsthand the different customer service activities and have
the opportunity to develop their personal and social skills as they interact with customers and
colleagues. Learners will have the opportunity to evaluate their performance within the hospitality
industry to ensure reliability and high quality which are just some of the key aspects customers
come to expect from an establishment. Each employee in a hospitality establishment has a
responsibility for ensuring good customer service. This responsibility can manifest itself in
anything from personal presentation and how they communicate with customers, to the way in
which procedures are followed. Learners will begin to understand that these principles, and many
more, all contribute to providing a high quality service and thus guaranteed repeat business.

This unit will be internally assessed and externally moderated.




OCR Hospitality Level 1 Unit F813 Introducing customer service in hospitality (Wales)                        1
2   OCR Hospitality Level 1 Unit F813 Introducing customer service in hospitality (Wales)
Learning outcomes                                                 Assessment criteria                                Exemplification


The learner will:                                                 The learner can:

1    Know areas of responsibility in customer                     1.1 Identify areas of personal responsibility in      Personal responsibilities must include:
     service                                                          customer service                                    - to be ready and willing to work
                                                                                                                          - to give a personal service
                                                                  1.2 Describe the legal rights of customers              - to be reasonably competent
                                                                                                                          - to take reasonable care of your
                                                                                                                             employer’s property
                                                                                                                          - to carry out reasonable and lawful
                                                                                                                             instructions
                                                                                                                          - to act in good faith, ie to be honest
                                                                                                                          - to comply with health and safety
                                                                                                                             procedures
                                                                                                                          - to work towards the objectives of the
                                                                                                                             establishment
                                                                                                                          - to behave responsibility towards other
                                                                                                                             employees

                                                                                                                        Legal rights of customers must include:
                                                                                                                          - Health and Safety – that establishments
                                                                                                                             are safe places for customers
                                                                                                                          - Food safety/hygiene – that food served is
                                                                                                                             free from contamination
                                                                                                                          - Fire regulations – that the necessary fire
                                                                                                                             precautions/preventions are in place


2    Know the range of customer services                          2.1 Identify hospitality establishments               Hospitality establishments must include:
     delivered by hospitality establishments                                                                              - hotels
                                                                  2.2 Describe services delivered by hospitality          - restaurants
                                                                      establishments                                      - pubs, bars and night clubs
                                                                                                                          - hospitality services



OCR Hospitality Level 1 Unit F813 Introducing customer service in hospitality (Wales)
                                                                                                                                                                     3
                                                                                                          Services delivered must include:
                                                                                                           -   Accommodation – hotel offers
                                                                                                               accommodation which may include
                                                                                                               ensuite rooms with tea/coffee making
                                                                                                               facilities
                                                                                                           -   Food – school/college canteen may offer
                                                                                                               breakfast and lunch
                                                                                                           -   Beverages – pubs, bars and nightclubs
                                                                                                           -   Concerts – burger and hotdog stands at
                                                                                                               Glastonbury
                                                                                                           -   Sporting events – corporate hospitality
                                                                                                               and executive dining at a football club


3 Understand the elements of good customer   3.1 Explain the benefits of good customer service            Benefits of good customer service must
  service                                                                                                  include:
                                             3.2 Assess how staff should present themselves                -    repeat business, for example customers
                                                 to customers                                                   going back to the same place to eat, to
                                                                                                                stay, to drink
                                             3.3 Explain how to deal and communicate with                  -    customers spending more money
                                                 customers                                                 -    few or no customer complaints

                                                                                                         Present themselves to customers must
                                                                                                          include:
                                                                                                           - dress – what to wear, eg, uniform, name
                                                                                                               badge
                                                                                                           - personal hygiene – eg, washing hands
                                                                                                           - personality, behaviour and attitude; eg,,
                                                                                                               eye contact, smiling, posture

                                                                                                         Deal and communicate with customers must
                                                                                                          include:
                                                                                                           - being polite
                                                                                                           - never arguing with a customer
                                                                                                           - always listening carefully to what
                                                                                                              customers are saying
                                                                                                           - assisting customers


4
                                                                                     OCR Hospitality Level 1 Unit F813 Introducing customer service in hospitality (Wales)
                                                                                                                          -   being aware of any special needs that
                                                                                                                              your customers might have
                                                                                                                          -   getting help from a supervisor or manager
                                                                                                                              when appropriate


4 Be able to deliver customer service                             4.1 Adapt behaviour to suit different roles and
                                                                      situations                                         Adapting behaviour must include:
                                                                                                                          - different roles, eg, when working front of
                                                                  4.2 Communicate with and present themselves to             house, back of house
                                                                      customers and colleagues                            - different situations, eg, when providing
                                                                                                                             information, giving advice, receiving
                                                                  4.3 Demonstrate customer service whilst following          messages, providing assistance, dealing
                                                                      procedures                                             with problems, offering extra services
                                                                                                                          - using experiences in one role/situation to
                                                                  4.4 Review progress when communicating with                improve future performance
                                                                      customers and colleagues and act on
                                                                      outcomes                                           Communicating with customers must include:
                                                                                                                          - looking and sounding friendly and
                                                                                                                             welcoming
                                                                                                                          - listening
                                                                                                                          - responding appropriately – passing on to
                                                                                                                             supervisor if appropriate
                                                                                                                          - knowledge of products/services -
                                                                                                                             competence
                                                                                                                          - body language - confidence
                                                                                                                          - asking questions
                                                                                                                          - adapting behaviour
                                                                                                                          - dealing with pressure
                                                                                                                          - following procedures

                                                                                                                         Presenting themselves to customers and
                                                                                                                          colleagues must include:
                                                                                                                          - dress
                                                                                                                          - personal hygiene
                                                                                                                          - personality
                                                                                                                          - behaviour


OCR Hospitality Level 1 Unit F813 Introducing customer service in hospitality (Wales)
                                                                                                                                                                         5
                          -    attitude

                        Communicating with colleagues must include:
                         - looking and sounding professional – deal
                            with situations correctly
                         - listening and responding
                         - good knowledge
                         - body language – showing respect
                         - asking questions
                         - adapting behaviour
                         - dealing with pressure
                         - following procedures to carry out tasks,
                            for example when passing on messages,
                            keeping records, dealing with customer
                            service complaints

                         Performance review must include:
                          -   what was done
                          -   how it was done
                          -   good points
                          -   bad points
                          -   how it may be improved




6
    OCR Hospitality Level 1 Unit F813 Introducing customer service in hospitality (Wales)
Form of assessment

Requirements for centres

This unit is internally assessed and externally moderated. Assessment must be conducted under controlled assessment conditions and controls have been
determined for each stage of the assessment process: task setting, task taking and task marking. Further, overarching information on controlled
assessment is provided in section 6 of the OCR Level 1 Principal Learning in Hospitality (Wales) centre handbook.

Task setting:

       To assist centres in the teaching and assessment of this unit OCR has provided a model assignment along with guidance and criteria related to using
       it. The model assignment consists of tasks that are applied and holistic in their approach. Model assignments are designed so that they can be used
       as they are or adapted by centres to fit with local sector needs and allow the usage of local resources available to any consortia/centre. The model
       assignment includes information on which aspects of the assignment can be adapted.

       The OCR model assignment also acts as an exemplar which centres can use as the basis to develop their own assignments. Further guidance on
       the requirements and process for centre designed assignments is available from our website www.ocr.org.uk

       Wherever possible, the assessment of this unit should enable the learner to experience real events and work alongside people in a ‘sector’ context.
       The context for the assessment should make best use of local resources; it is vital that the assessment is related to a real purpose, has clear goals
       and that these goals are communicated to the learner in a way that ensures they know what is expected of them.

Task taking:

       Under the process of task taking, controls are set for the key aspects of time, resources, supervision and collaboration.
             The time limit available to complete the assessment is 10 glh. Consortia can determine how this overall time is allocated between assessment
              tasks.
             Resources must be provided that give learners fair and full access to the marking criteria and are appropriate for the assessment and
              requirements of the unit. Centres can determine which physical resources and information sources are appropriate for the assessment.
             Learners will complete the majority of work for assessment under direct teacher supervision. For this qualification it is acceptable for some
              aspects of exploration, such as research, to be outside the direct supervision of the teacher, but the teacher must be able to authenticate the
              work.
             Collaboration is permitted within this unit. Learners must complete and/or evidence all work individually but consortia can determine at which
              point within an assessment task learners can work together.


OCR Hospitality Level 1 Unit F813 Introducing customer service in hospitality (Wales)
                                                                                                                                                                7
Within OCR model assignments timing may be suggested within the overall assessment time and resources defined for some individual tasks, the purpose
is to give consortia additional guidance to help to manage the assessment task.

Task marking:

       The centre must mark learner’s assessment evidence using the mark descriptions provided in this unit (see the section Marking Criteria) and using
       a ‘best fit’ approach. A mark must be chosen from one of the three mark bands provided in the marking criteria which best describes the quality of
       work submitted. (Further information on ‘best fit’ is also included in section 6 of the centre handbook.)


Controls
            Task Setting            Time          Supervision Resource           Collaboration     Marking
            Limited                 Limited       Medium          Limited        Limited           Medium

The assessment evidence should include:
    witness statements/observation records/personal statement
  audio-visual evidence

Guidance to centres

In this unit it is recommended that learners spend 50 glh on the acquisition of knowledge, skills and understanding. The remaining 10 glh will take the form
of controlled assessment where learners produce the appropriate evidence.




8
                                                                                              OCR Hospitality Level 1 Unit F813 Introducing customer service in hospitality (Wales)
Marking criteria

The total number of marks for this unit is 60. For a description of the key words used in the marking criteria please see the Marking Criteria Glossary of
Terms in the OCR Level 1 Principal Learning in Hospitality (Wales) centre handbook.


Assessment      Band 1                                                          Band 2                                          Band 3
  criterion
 reference



    1.1         Learners identify a limited range of areas of                   Learners identify a range of areas of           Learners identify a wide range of areas of
    1.2         personal responsibility in customer service.                    personal responsibility in customer service.    personal responsibility in customer service.
    2.1
    2.2         Learners produce a limited description of the                   Learners produce a sound description of the     Learners produce a thorough description of
                legal rights of customers. They interpret                       legal rights of customers. They interpret       the legal rights of customers. They interpret
                information on legislation and regulations in                   information on legislation and regulations in   information on legislation and regulations in
                obvious ways.                                                   relevant ways.                                  varied and relevant ways.

                Learners identify and produce a basic                           Learners identify and produce a sound           Learners identify and produce a
                description of a limited range of customer                      description of a range of customer services     comprehensive description of a wide range
                services delivered by hospitality                               delivered by hospitality establishments.        of customer services delivered by hospitality
                establishments.                                                                                                 establishments.
                [0 1 2 3 4]                                                     [5 6 7 8]                                       [9 10 11 12]




OCR Hospitality Level 1 Unit F813 Introducing customer service in hospitality (Wales)
                                                                                                                                                                               9
     3.1   Learners produce a basic explanation of the        Learners produce a sound explanation of              Learners produce a reasoned and relevant
     3.2   benefits of good customer service. Their           the benefits of good customer service. Their         explanation of the benefits of good customer
     3.3   responses show a modest understanding that         responses show a broad understanding that            service. Their responses show a thorough
           is briefly supported with few examples.            is supported with appropriate examples               understanding that is supported with a
                                                                                                                   variety of well-chosen examples

           Learners produce a limited assessment of how       Learners produce a detailed assessment of            Learners produce a thorough and clear
           staff should present themselves to customers;      how staff should present themselves to               assessment of how staff should present
           they demonstrate some basic understanding of       customers; they demonstrate sound                    themselves to customers; they
           the benefits of appropriate presentation and the   understanding of the benefits of appropriate         comprehensively demonstrate
           consequences of inappropriate presentation.        presentation and the consequences of                 understanding of the benefits of appropriate
                                                              inappropriate presentation.                          presentation and the consequences of
                                                                                                                   inappropriate presentation.

           Learners demonstrate a basic understanding of      Learners demonstrate an appropriate                  Learners demonstrate a comprehensive
           how to deal and communicate with customers.        understanding of how to deal and                     understanding of how to deal and
           Their explanations are basic and brief and         communicate with customers. Their                    communicate with customers. Their
           may be supported with some examples.               explanations are balanced and supported              explanations are thorough and supported
                                                              with relevant examples.                              with a wide variety of well-chosen and
                                                                                                                   relevant examples.
           [0 1 2 3 4]                                        [5 6 7 8]                                            [9 10 11 12]

     4.1   Learners demonstrate a limited attempt to          Learners reasonably adapt their behaviour            Learners confidently and convincingly
           adapt their behaviour to suit a limited range of   to suit a range of different roles and               adapt their behaviour to suit a wide range of
           different roles and situations, with help and      situations; they appropriately interact with         different roles and situations; they show
           guidance; they simply interact with colleagues     colleagues and customers.                            confidence when interacting with
           and customers.                                                                                          colleagues and customers.

           [0 1 2 3]                                          [4 5 6]
                                                                                                                   [7 8 9]




10
                                                                                            OCR Hospitality Level 1 Unit F813 Introducing customer service in hospitality (Wales)
    4.2         They basically communicate and present                          They appropriately communicate and               They effectively and confidently
    4.3         themselves to customers and colleagues and                      present themselves to customers and              communicate with and present themselves
                demonstrate limited consideration of                            colleagues and demonstrate reasonable            to customers and colleagues and
                themselves and others.                                          consideration of themselves and others.          demonstrate reasoned consideration of
                                                                                                                                 themselves and others.

                Learners demonstrate modest customer                            Learners demonstrate reasonable customer         Learners demonstrate proficient customer
                service whilst giving limited consideration to                  service whilst giving adequate                   service whilst giving careful consideration
                procedures and following them basically.                        consideration to procedures and following        to procedures and following them
                                                                                them appropriately.                              accurately and appropriately.
                                                                                                                                 [13 14 15 16 17 18]
                [0 1 2 3 4 5 6]                                                 [7 8 9 10 11 12]

    4.4         Learners have limited basic ability to reflect on               Learners have some ability to reflect on their   Learners have a sophisticated ability to
                their own progress, give simplistic opinions                    own progress, give considered opinions           reflect on their own progress, give reasoned
                about their performance and provide a brief                     about their performance and provide a            opinions about their performance and
                and limited review. They have difficulty in                     detailed review. They can suggest some           provide a comprehensive review. They can
                suggesting improvements and/or                                  improvements and/or recommendations for          suggest a range of appropriate
                recommendations for future action.                              future action.                                   improvements and/or recommendations for
                                                                                                                                 future action.
                [0 1 2 3]                                                       [4 5 6]                                          [7 8 9]




OCR Hospitality Level 1 Unit F813 Introducing customer service in hospitality (Wales)
                                                                                                                                                                           11
Approaches to applied learning

The aim of this unit is to develop learners’ knowledge, understanding and skills in effective customer service, in order for them to appropriately
communicate with a variety of customers. This unit is can be delivered alongside F814 Developing skills to work in the hospitality industry (Wales). This
unit is meant to be practical and, as far as possible, give learners a realistic understanding of customer service in the hospitality industry. All learning and
assessment within this unit can be applied to work experience/work placement/part time employment. There should be lots of opportunities in the learners’
centre to demonstrate competence in this area.

Learners should have the opportunity to investigate the range of services provided by hospitality establishments, procedures to be followed and the benefits
of good customer service. Local people from hospitality establishments such as ‘no-frills hotels’ and/or Michelin-starred restaurants could be invited into
the centre to present the importance of high quality customer service to their organisation and demonstrate their procedures to learners. This could then be
followed up with external visits to allow learners to place the theory into practice.

This unit should provide the opportunity for learners to explore how they deal with customers. To allow learners to fully appreciate the importance of
customer service, the centre could arrange visits to various hospitality establishments such as corporate organisations like ‘Druckers Vienna Patisserie’ or
‘Starbucks’, so that learners may see and experience firsthand ‘real world’ customer service. Learners could focus on their personal responsibilities when
dealing with customers, equipping them with the knowledge they need about legislation and an understanding of how to communicate and present
themselves correctly to customers. Practical experience could be gained through scenarios of either interviewing and/or observing staff to gain an
appreciation of how customers may be dealt with in a range of different situations and styles to meet the different customers’ needs. Employers could also
be invited to the centre to act as customers in role play situation.

Learners should have the opportunity to observe a range of customer service activities, for both internal and external customers, in a hospitality setting.
Learners may benefit from the experience of seeing an effective receptionist in their working environment, and be able to listen to, ask questions of and
observe the practical work carried out. Learners may be encouraged to practice and apply what they have learnt in learning outcomes 1, 2 and 3, and
demonstrate the techniques and skills in either a ‘live’ situation through work experience/ work placement/ part time employment or role play simulation in
the centre. Learners could be encouraged to observe and discuss their progress with each others.

Learners should be encouraged to participate in role play activities within the centre and evaluate their standards of customer service. A variety of
situations could be used, for example:
 offering and explaining the menu in a restaurant, taking the order and serving the meal
 dealing with an enquiry about available accommodation
 as a team member of the kitchen brigade, working alongside those who have greater responsibilities and giving instructions to others who require some
    additional help and assistance to complete their task.
A great deal of practice in this area is recommended so that learners are able to apply what they have learnt, techniques and skills, to either a ‘live’ situation
or role play simulation. Work experience and part-time jobs may also provide worthwhile opportunities for learning about customer service in an applied
way.


12
                                                                                                 OCR Hospitality Level 1 Unit F813 Introducing customer service in hospitality (Wales)
Further guidance on employer engagement, including information on the types of activities employers could be asked to provide, is provided in the OCR
Level 1 Principal Learning in Hospitality (Wales) centre handbook.




OCR Hospitality Level 1 Unit F813 Introducing customer service in hospitality (Wales)
                                                                                                                                                        13
Essential Skills Wales and the Wider Key Skills in Principal Learning

Principal Learning offers many opportunities to develop the skills embodied in the three Essential Skills Wales (ESW) and the three wider key skills (WKS)
that are required if a candidate is to achieve the Welsh Baccalaureate Qualification (WBQ).

To achieve the WBQ at Foundation level, learners must achieve four of the six skills at Level 1, including at least one of ESW Communication, Application
of Number and ICT. In addition, there must be evidence that they have developed the remaining two skills. There is more guidance on generating evidence
of ESW and WKS in the context of a Principal Learning programme of delivery in section 7 of the OCR Level 1 Principal Learning in Hospitality (Wales)
centre handbook. It is important that teachers read this guidance before commencing the programme of delivery and advise the learners
accordingly.

The table below lists, in the first column, the skills that a learner must develop for the ESW or WKS in question. The second column suggests a PL context
in which the skill would arise naturally and might be developed.




14
                                                                                             OCR Hospitality Level 1 Unit F813 Introducing customer service in hospitality (Wales)
Foundation Principal Learning in Hospitality (Wales)
Unit F813: Introducing customer service in hospitality (Wales)
Essential Skills Wales: Communication

           Skill/s to be developed                                     Suggested context              Reference


Speaking and listening                                                                                  C1.1

Understanding and responding to spoken                   Formal face-to-face discussions in a group    C1.1.1
language in a range of contexts.                         with at least two other people about the
Speaking to communicate                                  legal rights of customer in relation to       C1.1.2
 information                                            health and safety, food safety and fire
 feelings                                               regulation.
 opinions
 questions
 instructions
 on familiar topics, using appropriate
language, and in a range of contexts
Taking part in formal discussions with two                                                             C1.1.3
or more other people.

Reading                                                                                                 C1.2

Reading, understanding and obtaining                     Reading about the legal rights of             C1.2.1
information independently from at least                  customers, in preparation for a discussion
two different types of documents. At least               and writing a short document
one document must contain an image.
One document must be at least 250 words
long.

Writing                                                                                                 C1.3

Writing short documents of different types               Writing a report about the legal rights of    C1.3.1
to communicate information to a familiar                 customers for an audience of colleagues.
audience in appropriate formats and using
language that is appropriate to purpose
and audience. One document must be at
least 250 words long.




OCR Hospitality Level 1 Unit F813 Introducing customer service in hospitality (Wales)
                                                                                                           15
Essential Skills Wales: ICT

         Skill/s to be developed                               Suggested context                             Reference


Using ICT systems                                                                                               ICT1.1

Confirming understanding of a given task        Using ICT to carry our research about the                      ICT1.1.1
that uses ICT.                                  legal rights of customers including health
Using ICT independently to carry out the        and safety, food safety and fire regulation.                   ICT1.1.2
task.
Following safe, healthy and secure                                                                             ICT1.1.3
working practices at all times.

Finding, selecting and exchanging                                                                               ICT1.2
information

Finding, selecting and using sources of         Finding, selecting and exchanging ICT-                         ICT1.2.1
ICT-based information that are appropriate      based information relevant to the legal
to a given task.                                rights of customers including health and
Searching for, selecting and getting ICT-       safety, food safety and fire regulation.                       ICT1.2.2
based information that is relevant to the
task.
Entering, saving, sending, receiving and                                                                       ICT1.2.3
exchanging ICT-based information to suit
the purpose of the task.

Developing and presenting information                                                                           ICT1.3

Entering, developing, formatting and            Developing and presenting ICT-based                            ICT1.3.1
bringing together ICT-based information         information for the purpose of producing a
about a given task, in the form of:             report about the legal rights of customers
a) text                                         including health and safety, food safety
b) tables                                       and fire regulation, in the form of text
c) images                                       and/or images and/or numbers, for an
d) numbers.                                     audience of colleagues.
Using ICT to present information about the                                                                     ICT1.3.2
task, using consistent layouts that are fit
for purpose and audience, and reviewing
the work.




16
                                     OCR Hospitality Level 1 Unit F813 Introducing customer service in hospitality (Wales)
Essential Skills Wales: Application of Number

           Skill/s to be developed                                     Suggested context                 Reference


Understanding numerical data                                                                               N1.1

Understanding and describing a given                     Understanding and describing the risks of        N1.1.1
problem or task.                                         health and safety and food safety within
Agreeing with an appropriate person how                  the hospitality industry, agreeing how to        N1.1.2
to tackle the problem or task.                           tackle it and obtaining relevant data.
Obtaining relevant numerical data from at                                                                 N1.1.3
least two sources to meet the purpose of
the problem or task.

Carrying out calculations                                                                                  N1.2

Using appropriate methods to get the                     Using appropriate methods and carrying           N1.2.1
results needed and describing the                        out calculations to get the results needed
methods used.                                            to identify the different types of risks of
Using the data and information obtained to               health and safety and food safety within         N1.2.2
carry out calculations relevant to the                   the hospitality industry.
problem or task to do with:
    a) amounts or sizes
    b) scales or proportion
    c) handling statistics

Interpreting results and presenting                                                                        N1.3
findings

Presenting findings to a familiar audience               Presenting findings about risks to an            N1.3.1
using charts, graphs or diagrams                         audience of colleagues, describing what
Describing what the results mean and                     they mean and explain how they meet the          N1.3.2
explaining how they meet the purpose of                  purpose of identifying the different types of
the problem or task.                                     health and safety and food safety risks
                                                         within the hospitality industry.




OCR Hospitality Level 1 Unit F813 Introducing customer service in hospitality (Wales)
                                                                                                              17
Key Skills: Working with Others
Learners must develop the skills needed to work with one other person, and the skills needed to
work in a group of at least three people. The emphasis must be on the individual learner’s
contribution to the work of the pair or group.

         Skill/s to be developed                                Suggested context                             Reference


Confirming understanding of given                Working in a pair/group to deliver                              WO1.1
objectives, and planning for working             customer service in different situations
together                                         including those that require obtaining help
                                                 from a supervisor or manager where
Checking understanding of the task to be         required (problem solving).                                   WO1.1.1
achieved by the group
Identifying what needs to be done and                                                                          WO1.1.2
individual responsibilities
Making sure of the arrangements for                                                                            WO1.1.3
working together

Working with others towards achieving                                                                            WO1.2
the given objectives

Carrying out tasks to meet responsibilities                                                                    WO1.2.1
Working safely, following working methods                                                                      WO1.2.2
given
Checking progress, asking for help and                                                                         WO1.2.3
offering support to others when
appropriate.

Identifying ways you helped to achieve                                                                           WO1.3
things and how to improve your work
with others

Identifying what went well and less well in                                                                    WO1.3.1
working with others
Identifying own contribution to achieving                                                                      WO1.3.2
things together
Suggesting ways of improving own work                                                                          WO1.3.3
with others for next time




18
                                      OCR Hospitality Level 1 Unit F813 Introducing customer service in hospitality (Wales)
Key Skills: Improving Own Learning and Performance
Learners have to develop at least two different ways of learning to improve their performance. They
have to provide at least two examples of meeting the standard for LP1.1, LP1.2 and LP1.3, with
each example covering at least two targets.

           Skill/s to be developed                                     Suggested context               Reference


Confirming targets and planning how                                                                      LP1.1
to meet these with the person setting                    Learning about the legal rights of
them                                                     customer in relation to health and safety,
                                                         food safety and fire regulation.
Making sure that targets clearly show what                                                              LP1.1.1
the learner wants to achieve                             And/or
Identifying clear action points and                                                                     LP1.1.2
deadlines for each target                                Researching the elements of good
Identifying how to get the support needed                customer service including personal            LP1.1.3
and the arrangements for reviewing                       presentation, communication and the need
progress                                                 to adapt behaviour in differing situations.

Following the plan, to help meet targets                                                                 LP1.2
and improve performance

Working through action points to complete                                                               LP1.2.1
these on time
Using ways of learning suggested by a                                                                   LP1.2.2
supervisor, making changes when needed
to improve performance
Using support given by others to help                                                                   LP1.2.3
meet targets

Reviewing progress and achievements                                                                      LP1.3
in meeting targets, with an appropriate
person

Say what has been learned and how it                                                                    LP1.3.1
was learned, including what has gone well
and what has gone less well
Identifying targets met and achievements                                                                LP1.3.2

Checking what the learner needs to do to                                                                LP1.3.3
improve performance




OCR Hospitality Level 1 Unit F813 Introducing customer service in hospitality (Wales)
                                                                                                            19
Key Skills: Problem Solving
Learners have to provide at least two examples of meeting the standard for PS1.1, PS1.2 and
PS1.3, with each example covering a different problem. They have to identify at least two different
ways of tackling each problem.

         Skill/s to be developed                               Suggested context                             Reference


Confirming with an appropriate person           Tackling the problem of dealing with a                          PS1.1
understanding of the given problem,             dissatisfied customer (could be scenario
and identifying different ways of               or role play based).
tackling it

Checking understanding of the given                                                                            PS1.1.1
problem
Checking how to know it has been solved                                                                        PS1.1.2
Coming up with different ways of tackling                                                                      PS1.1.3
the problem

Confirming with an appropriate person                                                                           PS1.2
what the learner will do and following
the plan for solving the problem

Helping decide how to try to solve the                                                                         PS1.2.1
problem
Planning what to do                                                                                            PS1.2.2

Following the plan, working safely and                                                                         PS1.2.3
using support given by others to help
tackle the problem

Checking with an appropriate person if                                                                          PS1.3
the problem has been solved and how
to improve problem solving skills

Checking if the problem has been solved                                                                        PS1.3.1
using the methods given
Identifying clearly what went well and less                                                                    PS1.3.2
well in tackling the problem
Checking what needs to be done to                                                                              PS1.3.3
improve problem solving skills.




20
                                     OCR Hospitality Level 1 Unit F813 Introducing customer service in hospitality (Wales)
Unit F814: Developing skills to work in the
hospitality industry (Wales)
Unit level                                                      Unit size

Level 1                                                         30 Guided Learning Hours

                                                                It is recommended that learner spends 25 glh on
                                                                the acquisition of knowledge, skills and
                                                                understanding.

                                                                The remaining 5 glh will take the form of
                                                                controlled assessment where learner produces
                                                                the appropriate evidence.


Unit overview

Television programmes such as ‘Return to Jamie’s Kitchen’ provide opportunities to see the results
from teams that successfully work together and what can happen when teams do not communicate
effectively.

In the hospitality industry it is vital that there is a team spirit and that functional and operational
areas communicate and work together. Hospitality establishments are made up of teams of
different sizes, all of which play a vital part. This unit explores the importance of team working and
the tremendous asset teams are to establishments, by providing team members with support and
encouragement. Hospitality teams can be found in many different areas including the kitchen, front
and back of house and contract catering services. Teams not only have to communicate and work
together but also have to communicate and work with other teams within an establishment, for
example, an events co-ordinator has to work with teams both on and off site. Learners will have
the opportunity to understand that working in teams is a key ingredient in providing effective
customer service.

Understanding and developing communication and team working skills will enable learners to
interact with different types of people in different roles. This unit introduces learners to the
concepts around how specific customer needs are communicated and the importance of teamwork
in the hospitality industry. Learners will have the opportunity to explore the range, usage and
impact of different communication methods used with the industry.

Learners will have the opportunity to demonstrate their ability to be fair and considerate to others to
provide efficient and effective customer service, reviewing their performance and identifying
strengths and weaknesses to build upon. Learners will have the opportunity to recognise why
team working is important in the hospitality industry and develop the necessary skills to be able to
provide a seamless, high quality service to the paying customer and employers.

This unit will be internally assessed and externally moderated.




OCR Hospitality Level 1 Unit G014 Developing skills to work in the hospitality industry (Wales): Version Final (09.02)   1
2   OCR Hospitality Level 1 Unit F814 Developing skills to work in the hospitality industry (Wales)
Learning outcomes                                                   Assessment criteria                                 Exemplification


Learners will:                                                      Learners can:

1    Know the functional and operational areas                      1.1 Identify departments, functional and               Main departments, functional and operational
     used in hospitality establishments                                 operational areas                                   areas must include:
                                                                                                                            -   front of house/front office
                                                                    1.2 Describe roles undertaken by members of             -   facilities management
                                                                        departments, functional and operational areas       -   events management
                                                                                                                            -   accommodation services
                                                                                                                            -   catering/restaurant

                                                                                                                           Roles within departments, functional and
                                                                                                                            operational areas must include:
                                                                                                                            - three roles from each department,
                                                                                                                                functional and operational areas above,
                                                                                                                                eg:
                                                                                                                                    o role of a waiter is to serve food
                                                                                                                                       and give good customer service
                                                                                                                                    o role of a supervisor of a front office
                                                                                                                                       team is to co-ordinate and train
                                                                                                                                       staff
                                                                                                                                    o role of a receptionist is to check in
                                                                                                                                       customers, answer the phone and
                                                                                                                                       deal with enquiries


2    Know the range and importance of                               2.1 Identify methods of communication                  Communication methods must include:
     communication methods used in hospitality                                                                              -  written: letters, memos, reports, emails,
     establishments                                                 2.2 Outline how specific customer needs are                faxes, notice boards, magazines,
                                                                        communicated                                           newsletters
                                                                                                                            -  verbal: face to face, telephone, public
                                                                    2.3 Describe the importance of effective                   address system
                                                                        communication                                       -  formal
                                                                                                                            -  informal



OCR Hospitality Level 1 Unit F814 Developing skills to work in the hospitality industry (Wales)                                                                                3
                                                                                                                                Types of specific customer needs must
                                                                                                                                 include:
                                                                                                                                 - internal
                                                                                                                                 - age
                                                                                                                                 - cultural
                                                                                                                                 - special needs for example physical,
                                                                                                                                     dietary

                                                                                                                                Importance of effective communication must
                                                                                                                                 include:
                                                                                                                                 -    to customers
                                                                                                                                 -    to work colleagues
                                                                                                                                 -    written: when sending or receiving a
                                                                                                                                      message
                                                                                                                                 -    verbal: when explaining something
                                                                                                                                 -    non-verbal communication: facial
                                                                                                                                      expressions, gestures, posture
                                                                                                                                 -    how messages are interpreted


3     Know the importance of effective team work                         3.1 Describe the importance of effective teamwork      Importance of effective teamwork must
      in hospitality establishments                                                                                              include:
                                                                                                                                 -    customer service
                                                                                                                                 -    getting results and meeting targets:
                                                                                                                                      completing tasks within given timescales
                                                                                                                                 -    motivation


4     Be able to carry out a role within a hospitality                   4.1 Collaborate with others to work towards            Collaborating with others to work towards
      team                                                                   common goals                                        common goals will involve learners carrying
                                                                                                                                 out a role as a member of a hospitality team
                                                                         4.2 Demonstrate fairness and consideration to           -   roles, eg:
                                                                             others when carrying out roles within a                    o waiter/waitress
                                                                             hospitality team                                           o receptionist
                                                                                                                                        o kitchen hand
                                                                                                                                        o cleaner


4
OCR Hospitality Level 1 Unit F814 Developing skills to work in the hospitality industry (Wales)
                                                                    4.3 Review performance and identify                Showing fairness and consideration to others
                                                                        improvements that would benefit others as       must include when:
                                                                        well as themselves                              - providing good customer service
                                                                                                                        - understanding the needs of colleagues
                                                                                                                           and customers
                                                                                                                        - appropriate presentation
                                                                                                                        - ‘meet and greet’ effectively
                                                                                                                        - having and maintaining eye contact

                                                                                                                       Performance review must include:
                                                                                                                        -   what was done
                                                                                                                        -   how it was done
                                                                                                                        -   good points
                                                                                                                        -   bad points
                                                                                                                        -   how it may be improved




OCR Hospitality Level 1 Unit F814 Developing skills to work in the hospitality industry (Wales)                                                                        5
Form of assessment
Requirements for centres

This unit is internally assessed and externally moderated. Assessment must be conducted under controlled assessment conditions and controls have been
determined for each stage of the assessment process: task setting, task taking and task marking. Further, overarching information on controlled
assessment is provided in section 6 of the OCR Level 1 Principal Learning in Hospitality (Wales) centre handbook.

Task setting:

        To assist centres in the teaching and assessment of this unit OCR has provided a model assignment along with guidance and criteria related to using
        it. The model assignment consists of tasks that are applied and holistic in their approach. Model assignments are designed so that they can be used
        as they are or adapted by centres to fit with local sector needs and allow the usage of local resources available to any consortia/centre. The model
        assignment includes information on which aspects of the assignment can be adapted.

        The OCR model assignment also acts as an exemplar which centres can use as the basis to develop their own assignments. Further guidance on
        the requirements and process for centre designed assignments is available from our website www.ocr.org.uk

        Wherever possible, the assessment of this unit should enable the learner to experience real events and work alongside people in a ‘sector’ context.
        The context for the assessment should make best use of local resources; it is vital that the assessment is related to a real purpose, has clear goals
        and that these goals are communicated to the learner in a way that ensures they know what is expected of them.

Task taking:

        Under the process of task taking, controls are set for the key aspects of time, resources, supervision and collaboration.
               The time limit available to complete the assessment is 5 glh. Consortia can determine how this overall time is allocated between assessment
                tasks.
               Resources must be provided that give learners fair and full access to the marking criteria and are appropriate for the assessment and
                requirements of the unit. Centres can determine which physical resources and information sources are appropriate for the assessment.
               Learners will complete the majority of work for assessment under direct teacher supervision. For this qualification it is acceptable for some
                aspects of exploration, such as research, to be outside the direct supervision of the teacher, but the teacher must be able to authenticate the
                work.
               Collaboration is required within this unit. It is vital to be able to identify a learner’s individual contribution, perhaps by using personal log, peer
                assessment, supported by witness statements. At all times the teacher must be sure each learner can produce evidence of their own
                contribution to each assessment criteria.


6
OCR Hospitality Level 1 Unit F814 Developing skills to work in the hospitality industry (Wales)
Within OCR model assignments timing may be suggested within the overall assessment time and resources defined for some individual tasks, the purpose
is to give consortia additional guidance to help to manage the assessment task.

Task marking:

         The centre must mark learner’s assessment evidence using the mark descriptions provided in this unit (see the section Marking Criteria) and using
         a ‘best fit’ approach. A mark must be chosen from one of the three mark bands provided in the marking criteria which best describes the quality of
         work submitted. (Further information on ‘best fit’ is also included in section 6 of the centre handbook.)


Controls
          Task Setting                        Time              Supervision Resource              Collaboration   Marking
          Limited                             Limited           Medium              Limited       Medium          Medium

The assessment evidence should include:
    Observation sheets/Witness statements
    Report/presentation

Guidance to centres

In this unit it is recommended that learners spend 25 glh on the acquisition of knowledge, skills and understanding. The remaining 5 glh will take the form of
controlled assessment where learners produce the appropriate evidence.




OCR Hospitality Level 1 Unit F814 Developing skills to work in the hospitality industry (Wales)                                                                  7
Marking criteria

The total number of marks for this unit is 30. For a description of the key words used in the marking criteria please see the Marking Criteria Glossary of
Terms in the OCR Level 1 Principal Learning in Hospitality (Wales) centre handbook.


    Assessment         Band 1                                                        Band 2                                       Band 3
      criterion
     reference



     1.1               Learners basically identify a limited                         Learners adequately identify a range of      Learners clearly identify a wide range of
     1.2               range of departments, functional and                          departments, functional and operational      departments, functional and operational
     2.1               operational areas. They produce a basic                       areas. They produce a sound description of   areas. They produce a thorough description
     2.2               description of a few roles undertaken by                      a range of roles undertaken by members of    of a wide range of roles undertaken by
     2.3               members of some departments,                                  appropriate departments, functional and      members of most departments, functional and
     3.1               functional and operational areas. They                        operational areas. They support their        operational areas. They support their
                       support their responses with a few                            responses with some relevant examples.       responses with well-chosen and relevant
                       obvious examples.                                                                                          examples.

                       Learners identify a limited range of                          Learners identify a range of appropriate     Learners identify a wide range of
                       simple communication methods used in                          communication methods used in a range of     sophisticated communication methods used
                       some hospitality establishments. They                         hospitality establishments. They produce a   in a wide range of hospitality establishments.
                       produce a basic outline of how some                           balanced outline of how most specific        They produce a clear outline of how complex
                       specific customer needs are                                   customer needs are communicated. They        specific customer needs are communicated.
                       communicated. They provide a basic                            provide a detailed description of the        They provide a comprehensive description
                       description of the importance of effective                    importance of effective communication.       of the importance of effective communication.
                       communication.

                       Learners produce a basic description of                       Learners produce a detailed description of   Learners produce a comprehensive
                       the importance of effective teamwork.                         the importance of effective teamwork. They   description of the importance of effective
                       They have a limited knowledge of team                         have a sound knowledge of team work within   teamwork. They have a sophisticated
                       work within a few hospitality                                 a range of hospitality establishments.       knowledge of team work within a wide range
                       establishments.                                                                                            of hospitality establishments.

                       [0 1 2 3 4 5]                                                 [6 7 8 9 10]                                 [11 12 13 14 15]



8
OCR Hospitality Level 1 Unit F814 Developing skills to work in the hospitality industry (Wales)
       4.1            Learners collaborate with others in                      Learners competently collaborate with             Learners confidently and efficiently
       4.2            limited ways to work towards common                      others to work purposefully towards               collaborate with others to work effectively
       4.3            goals. They demonstrate limited fairness                 common goals. They demonstrate adequate           towards common goals. They demonstrate
                      and consideration to others and present                  fairness and consideration to others and          significant fairness and consideration to
                      themselves and communicate hesitantly,                   present themselves and communicate                others and present themselves and
                      when carrying out roles in a hospitality                 reasonably, when carrying out roles in a          communicate skilfully, when carrying out
                      team.                                                    hospitality team.                                 roles in a hospitality team.


                      Learners have limited ability to reflect on              Learners have broad ability to reflect on their   Learners have sophisticated ability to reflect
                      their performance and produce a basic                    performance and produce a reasonable              on their performance and produce a
                      review. They identify few simple                         review. They identify relevant improvements       reasoned review. They identify realistic and
                      improvements that may benefit others as                  that would benefit others as well as              convincing improvements that would benefit
                      well as themselves.                                      themselves.                                       others as well as themselves.
                      [0 1 2 3 4 5]                                            [6 7 8 9 10]                                      [11 12 13 14 15]




OCR Hospitality Level 1 Unit F814 Developing skills to work in the hospitality industry (Wales)                                                                                   9
Approaches to applied learning

The aim of this unit is to prepare learners for working and communicating within teams. All learning and assessment within this unit can be applied to work
experience/work placement/part time employment. This unit has complementary content to Level 1 Unit F813 Introducing customer service (Wales), and
they would benefit from being delivered alongside each other. There should be lots of opportunities in the learners’ centre to demonstrate competence in
this area. This unit is meant to be as practical and, as far as possible, a real approach to understanding communication and team working. Learners
should be given lots of opportunities to develop their skills and have them assessed in work related activities, preferably through ‘live’ situations, for
example work experience or work placement, or role play simulation.

Learners could explore departments, functional and operational areas and the roles undertaken by members of staff by inviting local employers into the
centre or visiting local hospitality establishments and discussing the different teams and the various roles carried out within teams. Through visiting a local
hospitality establishment such as a school catering facility and/or hospital catering service providers, learners could observe a range of teams working and
brainstorm how specific hospitality teams work with each other.

Learners could investigate the importance of effective team work by playing a “Chinese whispers” game and watching relevant TV programmes, for
example ‘Return to Jamie’s Kitchen’, to observe teams in action. Learners, through group discussion, may consider what went well and what they may
have done differently and why. To broaden the learners’ experience this could then be followed up through a visit with a manager at a local hospitality
establishment such as a café or hotel, to discuss further examples of team work.

Learners need to know the methods of communication and how specific customer needs are communicated; this may help them understand the important
role communication plays when working in a team. It is imperative that learners are also able to demonstrate that they can work in a team and an ideal
scenario to help them develop these skills is through setting up a partnership with a local hospitality establishment who will allow learners to work within
their teams. Learners will have the opportunity to gather experiences of working with people in a ‘live’ hospitality environment. This may enable learners to
listen to, ask questions of and observe the practical work carried out and the methods of communication used by a variety of teams, such as front of house,
kitchen teams etc. Through this activity, learners could develop their competence in tackling specific tasks as team members.

Further guidance on employer engagement, including information on the types of activities employers could be asked to provide, is provided in the OCR
Level 1 Principal Learning in Hospitality (Wales) centre handbook.




10
OCR Hospitality Level 1 Unit F814 Developing skills to work in the hospitality industry (Wales)
Essential Skills Wales and the Wider Key Skills in Principal Learning

Principal Learning offers many opportunities to develop the skills embodied in the three Essential Skills Wales (ESW) and the three wider key skills (WKS)
that are required if a candidate is to achieve the Welsh Baccalaureate Qualification (WBQ).

To achieve the WBQ at Foundation level, learners must achieve four of the six skills at Level 1, including at least one of ESW Communication, Application
of Number and ICT. In addition, there must be evidence that they have developed the remaining two skills. There is more guidance on generating evidence
of ESW and WKS in the context of a Principal Learning programme of delivery in section 7 of the OCR Level 1 Principal Learning in Hospitality (Wales)
centre handbook. It is important that teachers read this guidance before commencing the programme of delivery and advise the learners
accordingly.

The table below lists, in the first column, the skills that a learner must develop for the ESW or WKS in question. The second column suggests a PL context
in which the skill would arise naturally and might be developed.




OCR Hospitality Level 1 Unit F814 Developing skills to work in the hospitality industry (Wales)                                                              11
Foundation Principal Learning in Hospitality (Wales)
Unit F814: Developing skills to work in the hospitality industry (Wales)
Essential Skills Wales: Communication

            Skill/s to be developed                                           Suggested context               Reference


Speaking and listening                                                                                          C1.1

Understanding and responding to spoken                        Formal face-to-face discussions in a group       C1.1.1
language in a range of contexts.                              with at least two other people when
Speaking to communicate                                       working in a hospitality team to identify the    C1.1.2
 information                                                 needs of colleagues/and or customers.
 feelings
 opinions
 questions
 instructions
 on familiar topics, using appropriate
language, and in a range of contexts
Taking part in formal discussions with two                                                                     C1.1.3
or more other people.

Reading                                                                                                         C1.2

Reading, understanding and obtaining                          Reading about the importance of effective        C1.2.1
information independently from at least                       team work, in preparation for a writing a
two different types of documents. At least                    short document.
one document must contain an image.
One document must be at least 250 words
long.

Writing                                                                                                         C1.3

Writing short documents of different types                    Writing a short essay about the                  C1.3.1
to communicate information to a familiar                      importance of effective team work for an
audience in appropriate formats and using                     audience of peers.
language that is appropriate to purpose
and audience. One document must be at
least 250 words long.




12
OCR Hospitality Level 1 Unit F814 Developing skills to work in the hospitality industry (Wales)
Essential Skills Wales: ICT

           Skill/s to be developed                                      Suggested context            Reference


Using ICT systems                                                                                     ICT1.1

Confirming understanding of a given task                  Using ICT to carry out research into the   ICT1.1.1
that uses ICT.                                            importance of effective team working
Using ICT independently to carry out the                  within the hospitality industry.           ICT1.1.2
task.
Following safe, healthy and secure                                                                   ICT1.1.3
working practices at all times.

Finding, selecting and exchanging                                                                     ICT1.2
information

Finding, selecting and using sources of    Finding, selecting and exchanging ICT-                    ICT1.2.1
ICT-based information that are appropriate based information relevant to effective
to a given task.                           team working including:
Searching for, selecting and getting ICT-                                                            ICT1.2.2
based information that is relevant to the      -    customer service
task.                                          -    getting results and meeting
Entering, saving, sending, receiving and            targets: completing tasks within                 ICT1.2.3
exchanging ICT-based information to suit            given timescales
the purpose of the task.                       -    motivation


Developing and presenting information                                                                 ICT1.3

Entering, developing, formatting and                      Developing and presenting ICT-based        ICT1.3.1
bringing together ICT-based information                   information for the purpose of the
about a given task, in the form of:                       importance of effective team working, in
a) text                                                   the form of text and/or tables and/or
b) tables                                                 images, for an audience of peers.
c) images
d) numbers.
Using ICT to present information about the                                                           ICT1.3.2
task, using consistent layouts that are fit
for purpose and audience, and reviewing
the work.




OCR Hospitality Level 1 Unit F814 Developing skills to work in the hospitality industry (Wales)
Essential Skills Wales: Application of Number

            Skill/s to be developed                                           Suggested context   Reference


Understanding numerical data                                                                        N1.1

Understanding and describing a given                          Limited opportunities                N1.1.1
problem or task.
Agreeing with an appropriate person how                                                            N1.1.2
to tackle the problem or task.
Obtaining relevant numerical data from at                                                          N1.1.3
least two sources to meet the purpose of
the problem or task.

Carrying out calculations                                                                           N1.2

Using appropriate methods to get the                          Limited opportunities                N1.2.1
results needed and describing the
methods used.
Using the data and information obtained to                                                         N1.2.2
carry out calculations relevant to the
problem or task to do with:
    a) amounts or sizes
    b) scales or proportion
    c) handling statistics

Interpreting results and presenting                                                                 N1.3
findings

Presenting findings to a familiar audience                    Limited opportunities                N1.3.1
using charts, graphs or diagrams
Describing what the results mean and                                                               N1.3.2
explaining how they meet the purpose of
the problem or task.




14
OCR Hospitality Level 1 Unit F814 Developing skills to work in the hospitality industry (Wales)
Key Skills: Working with Others
Learners must develop the skills needed to work with one other person, and the skills needed to
work in a group of at least three people. The emphasis must be on the individual learner’s
contribution to the work of the pair or group.

           Skill/s to be developed                                      Suggested context          Reference


Confirming understanding of given                         Working in a group when carrying out a    WO1.1
objectives, and planning for working                      role as a member of a hospitality team
together                                                       -   roles, eg:
                                                                      o waiter/waitress
Checking understanding of the task to be                              o receptionist               WO1.1.1
achieved by the group                                                 o kitchen hand
Identifying what needs to be done and                                 o cleaner                    WO1.1.2
individual responsibilities
Making sure of the arrangements for                                                                WO1.1.3
working together

Working with others towards achieving                                                               WO1.2
the given objectives

Carrying out tasks to meet responsibilities                                                        WO1.2.1
Working safely, following working methods                                                          WO1.2.2
given
Checking progress, asking for help and                                                             WO1.2.3
offering support to others when
appropriate.

Identifying ways you helped to achieve                                                              WO1.3
things and how to improve your work
with others

Identifying what went well and less well in                                                        WO1.3.1
working with others
Identifying own contribution to achieving                                                          WO1.3.2
things together
Suggesting ways of improving own work                                                              WO1.3.3
with others for next time




OCR Hospitality Level 1 Unit F814 Developing skills to work in the hospitality industry (Wales)
Key Skills: Improving Own Learning and Performance
Learners have to develop at least two different ways of learning to improve their performance. They
have to provide at least two examples of meeting the standard for LP1.1, LP1.2 and LP1.3, with
each example covering at least two targets.

            Skill/s to be developed                                           Suggested context   Reference


Confirming targets and planning how                                                                 LP1.1
to meet these with the person setting      Carrying out the task of working in a group
them                                       as a member of a hospitality team
                                                -    roles, eg:
Making sure that targets clearly show what              o waiter/waitress                          LP1.1.1
the learner wants to achieve                            o receptionist
Identifying clear action points and                     o kitchen hand                             LP1.1.2
deadlines for each target                               o cleaner
Identifying how to get the support needed  including review of performance and                     LP1.1.3
and the arrangements for reviewing         identifying improvements that would
progress                                   benefit others as well as themselves.

Following the plan, to help meet targets                                                            LP1.2
and improve performance

Working through action points to complete                                                          LP1.2.1
these on time
Using ways of learning suggested by a                                                              LP1.2.2
supervisor, making changes when needed
to improve performance
Using support given by others to help                                                              LP1.2.3
meet targets

Reviewing progress and achievements                                                                 LP1.3
in meeting targets, with an appropriate
person

Say what has been learned and how it                                                               LP1.3.1
was learned, including what has gone well
and what has gone less well
Identifying targets met and achievements                                                           LP1.3.2

Checking what the learner needs to do to                                                           LP1.3.3
improve performance




16
OCR Hospitality Level 1 Unit F814 Developing skills to work in the hospitality industry (Wales)
Key Skills: Problem Solving
Learners have to provide at least two examples of meeting the standard for PS1.1, PS1.2 and
PS1.3, with each example covering a different problem. They have to identify at least two different
ways of tackling each problem.

           Skill/s to be developed                                      Suggested context         Reference


Confirming with an appropriate person                     Limited opportunities                    PS1.1
understanding of the given problem,
and identifying different ways of
tackling it

Checking understanding of the given                                                                PS1.1.1
problem
Checking how to know it has been solved                                                            PS1.1.2
Coming up with different ways of tackling                                                          PS1.1.3
the problem

Confirming with an appropriate person                                                              PS1.2
what the learner will do and following
the plan for solving the problem

Helping decide how to try to solve the                                                             PS1.2.1
problem
Planning what to do                                                                                PS1.2.2

Following the plan, working safely and                                                             PS1.2.3
using support given by others to help
tackle the problem

Checking with an appropriate person if                                                             PS1.3
the problem has been solved and how
to improve problem solving skills

Checking if the problem has been solved                                                            PS1.3.1
using the methods given
Identifying clearly what went well and less                                                        PS1.3.2
well in tackling the problem
Checking what needs to be done to                                                                  PS1.3.3
improve problem solving skills.




OCR Hospitality Level 1 Unit F814 Developing skills to work in the hospitality industry (Wales)
Unit F815: Introducing food and
beverages (Wales)
Unit level                                                   Unit size

Level 1                                                      30 Guided Learning Hours

                                                             In this unit it is recommended that learners
                                                             spend 25 glh on the acquisition of knowledge,
                                                             skills and understanding for the examination.

                                                             The remaining 5 glh will take the form of
                                                             controlled assessment where the learner
                                                             produces the appropriate evidence.


Unit overview

Food and beverages are one of the common themes of the hospitality industry - from restaurants
to events, food and beverages are served to customers. Along with customer service, the
experience of food and beverages is one of the key criteria for bringing in and keeping customers.
Reports on an experience in a hospitality establishment, either by being published in a newspaper
or simply by word of mouth, can make or break a hospitality business. This unit will introduce
learners to these key ingredients for success.

This unit introduces learners to the variety of establishments in the hospitality industry and the
foods and beverages served within them. Learners will have the opportunity to find out about the
many different types of food and beverages available in UK hospitality establishments. There are
many opportunities for learners to sample and give comments on food and beverages they have
never tried before, bringing this unit ‘alive’ with much fun and excitement.

Learners will have the opportunity to use appropriate terminology for food types, cooking methods
and equipment. They will also have the opportunity to create menus and examine questions such
as: What are the principles of healthy eating? How do I plan a menu? Will customers like this
menu? The learners’ findings in response to all these questions and more will equip them with the
required skills, develop their creativity and grow their confidence, enabling them to become an
asset to any hospitality establishment.

This unit will be internally assessed and externally moderated.




OCR Hospitality Level 1 Unit F815 Introducing food and beverages (Wales)                                     1
2   OCR Hospitality Level 1 Unit F815 Introducing food and beverages (Wales)
Learning outcomes                                                Assessment criteria                               Exemplification


The learner will:                                                The learner can:

1    Know the range of food and beverages                       1.1 Outline the range of food types available in      Establishments must include:
     available in hospitality establishments in the                 hospitality establishments in the UK               -   fast food restaurants / takeaway
     UK                                                                                                                    restaurants
                                                                1.2 Describe the range of beverages available in       -   international cuisine restaurants
                                                                    hospitality establishments in the UK               -   fine dining restaurants
                                                                                                                       -   cafes
                                                                1.3 State examples of food types and beverages         -   public houses / wine bars
                                                                    available in UK hospitality establishments         -   mobile food outlets
                                                                                                                       -   coffee shops
                                                                                                                       -   diners
                                                                                                                       -   canteens

                                                                                                                      Food types must include:
                                                                                                                       -  vegetables, fruits and salads
                                                                                                                       -  meats and fish
                                                                                                                       -  bakery products
                                                                                                                       -  dairy products
                                                                                                                       -  international cuisine, eg, Chinese, Indian

                                                                                                                      Beverages must include:
                                                                                                                       -  soft drinks
                                                                                                                       -  wines
                                                                                                                       -  beers
                                                                                                                       -  spirits
                                                                                                                       -  dairy, eg, milkshakes
                                                                                                                       -  hot drinks
                                                                                                                       -  smoothies




OCR Hospitality Level 1 Unit F815 Introducing food and beverages (Wales)                                                                                           3
2 Be able to use hospitality terminology   2.1 Define hospitality terminology                           Terminology must include:
                                                                                                         -   ingredients from the main food groups
                                           2.2 Use terminology used to define food                       -   basic equipment, eg, sharp knife, rolling
                                                                                                             pin, chopping board
                                           2.3 Use terminology for cooking methods                       -   cooking methods, eg, bain-marie,
                                                                                                             transfer of heat to food, boiling, frying,
                                           2.4 Use terminology for cooking equipment                         grilling, baking


3 Know principles of healthy eating        3.1 Describe the principles of healthy eating                Principles of healthy eating must include:
                                                                                                         -   low fat, sugar and salt
                                                                                                         -   high fibre
                                                                                                         -   “five a day” (increase in fruit and
                                                                                                             vegetables used)
                                                                                                         -   eating a variety of foods from the main
                                                                                                             food groups
                                                                                                         -   alcohol in moderation
                                                                                                         -   ‘eat well’ plate


4 Be able to plan meals                    4.1 Assess customers’ expectations for a menu               Customer expectations must include:
                                                                                                        -   identifying needs
                                           4.2 Plan menus for a range of customer types,                -   identifying wants/would likes/dislikes
                                               generating ideas and exploring possibilities             -   talking to existing customers
                                                                                                        -   questionnaires/interviews/surveys
                                           4.3 Design menus for a range of customers,
                                               considering the influence of customers’ beliefs         Types of customers must include:
                                               and feelings                                             -   children
                                                                                                        -   adults
                                           4.4 Use alternatives for menu design and follow              -   special diets - lifestyle choice, eg,
                                               ideas through                                                vegetarian, vegan, organic; medical, eg,
                                                                                                            coeliac, food intolerance, diabetes;
                                                                                                            religious, eg, kosher, halal




4
                                                                                              OCR Hospitality Level 1 Unit F815 Introducing food and beverages (Wales)
                                                                              Menu must include:
                                                                               -   evaluate existing menus
                                                                               -   ask questions of existing
                                                                                   customers/clients to ascertain their
                                                                                   expectations/beliefs/feelings
                                                                               -   meet customer expectations
                                                                               -   costs
                                                                               -   availability of produce
                                                                               -   typical customer lifestyle (eg, vegetarian,
                                                                                   vegan, gluten-free, food intolerances,
                                                                                   cultural requirements)

                                                                              A menu must include:
                                                                               -   starter
                                                                               -   main course
                                                                               -   dessert




OCR Hospitality Level 1 Unit F815 Introducing food and beverages (Wales)                                                     5
Form of assessment
Requirements for centres

This unit is internally assessed and externally moderated. Assessment must be conducted under controlled assessment conditions and controls have been
determined for each stage of the assessment process: task setting, task taking and task marking. Further, overarching information on controlled
assessment is provided in section 6 of the OCR Level 1 Principal Learning in Hospitality (Wales) centre handbook.

Task setting:

     To assist centres in the teaching and assessment of this unit OCR has provided a model assignment along with guidance and criteria related to using
     it. The model assignment consists of tasks that are applied and holistic in their approach. Model assignments are designed so that they can be used
     as they are or adapted by centres to fit with local sector needs and allow the usage of local resources available to any consortia/centre. The model
     assignment includes information on which aspects of the assignment can be adapted.

     The OCR model assignment also acts as an exemplar which centres can use as the basis to develop their own assignments. Further guidance on
     the requirements and process for centre designed assignments is available from our website www.ocr.org.uk

     Wherever possible, the assessment of this unit should enable the learner to experience real events and work alongside people in a ‘sector’ context.
     The context for the assessment should make best use of local resources; it is vital that the assessment is related to a real purpose, has clear goals
     and that these goals are communicated to the learner in a way that ensures they know what is expected of them.

Task taking:

     Under the process of task taking, controls are set for the key aspects of time, resources, supervision and collaboration.
          The time limit available to complete the assessment is 5 glh. Consortia can determine how this overall time is allocated between assessment
           tasks.
          Resources must be provided that give learners fair and full access to the marking criteria and are appropriate for the assessment and
           requirements of the unit. Centres can determine which physical resources and information sources are appropriate for the assessment.
          Learners will complete the majority of work for assessment under direct teacher supervision. For this qualification it is acceptable for some
           aspects of exploration, such as research, to be outside the direct supervision of the teacher, but the teacher must be able to authenticate the
           work.
          Collaboration is permitted within this unit. Learners must complete and/or evidence all work individually but consortia can determine at which
           point within an assessment task learners can work together.



6
                                                                                                     OCR Hospitality Level 1 Unit F815 Introducing food and beverages (Wales)
Within OCR model assignments timing may be suggested within the overall assessment time and resources defined for some individual tasks, the purpose
is to give consortia additional guidance to help to manage the assessment task.

Task marking:

         The centre must mark learner’s assessment evidence using the mark descriptions provided in this unit (see the section Marking Criteria) and using
         a ‘best fit’ approach. A mark must be chosen from one of the three mark bands provided in the marking criteria which best describes the quality of
         work submitted. (Further information on ‘best fit’ is also included in section 6 of the centre handbook.)


Controls
            Task Setting                    Time             Supervision Resource    Collaboration   Marking
            Limited                         Limited          Medium        Limited   Limited         Medium

The assessment evidence should include:
 Menu
 Witness statement/observation record
 Report/presentation

Guidance to centres

In this unit it is recommended that learners spend 25 glh on the acquisition of knowledge, skills and understanding. The remaining 5 glh will take the form of
controlled assessment where learners produce the appropriate evidence.




OCR Hospitality Level 1 Unit F815 Introducing food and beverages (Wales)                                                                                      7
Marking criteria

The total number of marks for this unit is 30. For a description of the key words used in the marking criteria please see the Marking Criteria Glossary of
Terms in the OCR Level 1 Principal Learning in Hospitality (Wales) centre handbook.


Assessment    Band 1                                          Band 2                                             Band 3
  criterion
 reference



    1.1       Learners produce a basic outline of a limited   Learners produce a balanced outline of a           Learners produce a clear outline of a wide
    1.2       range of food types and a simple description    range of food types and a detailed                 range of food types and a comprehensive
    1.3       of a limited range of beverages available in    description of a range of beverages available      description of a wide range of beverages
              hospitality establishments in the UK. They      in hospitality establishments in the UK. They      available in hospitality establishments in the
              attempt to support their responses, stating     support their responses, stating a range of        UK. They support their responses, stating a
              some obvious examples of food types and         reasonable examples of food types and              wide range of well-chosen examples of food
              beverages available in UK hospitality           beverages available in UK hospitality              types and beverages available in UK
              establishments.                                 establishments.                                    hospitality establishments.

              [0 1 2 3]                                       [4 5 6]                                            [7 8 9]

    2.1       Learners produce basic definitions of           Learners produce reasonable definitions of         Learners produce clear and comprehensive
    2.2       hospitality terminology. They attempt to use    hospitality terminology. They are competent        definitions of hospitality terminology. They
    2.3       terminology to define food, cooking methods     in their use of a range of terminology to          are confident and precise in their use of a
    2.4       and cooking equipment.                          define food, cooking methods and cooking           wide range of terminology to define food,
    3.1                                                       equipment.                                         cooking methods and cooking equipment.

              Learners produce a limited description of the   Learners produce a detailed description of         Learners produce a comprehensive
              principles of healthy eating. They use some     the principles of healthy eating. They use a       description of the principles of healthy eating.
              adequate sources and information to inform      range appropriate sources and information          They use a variety of relevant sources and
              limited responses.                              to inform their responses.                         in-depth information to inform their
                                                                                                                 responses.
              [0 1 2]                                         [3 4]                                              [5 6]




8
                                                                                                      OCR Hospitality Level 1 Unit F815 Introducing food and beverages (Wales)
    4.1         Learners produce a simple assessment of                    Learners produce a balanced assessment of       Learners produce a comprehensive
    4.2         customers’ expectations for a menu.                        customers’ expectations for a menu.             assessment of customers’ expectations for a
    4.3                                                                                                                    menu.
    4.4
                Learners are hesitant in planning simple                   Learners competently plan menus for a           Learners capably and effectively plan
                menus for a limited range of customer types,               range of customer types, generating broad       menus for a wide range of customer types,
                generating basic ideas and exploring simple                ideas and exploring reasonable possibilities.   generating significant and considered ideas
                possibilities.                                                                                             and exploring realistic possibilities.

                Learners hesitantly design menus for a                     Learners competently design menus for a         Learners proficiently design menus for a
                limited range of customers. They                           range of customers. They demonstrate            wide range of customers. They demonstrate
                demonstrate limited consideration of the                   sound consideration of the influence of         careful consideration of the influence of
                influence of customers’ beliefs and feelings               customers’ beliefs and feelings when creating   customers’ beliefs and feelings when creating
                when creating a menu. Menu designs are                     a menu. Menu designs are reasonable, with       a menu. Menu designs are comprehensive
                basic, with limited consideration of customer              some consideration of customer influences.      and appropriate, with careful consideration
                influences.                                                                                                of customer influences.

                Learners modestly use limited alternatives                 Learners adequately use appropriate             Learners effectively use realistic and
                for menu design and basically follow ideas                 alternatives for menu design and reasonably     appropriate alternatives for menu design and
                through.                                                   follow ideas through.                           comprehensively follow ideas through.

                [0 1 2 3 4 5]                                              [6 7 8 9 10]                                    [11 12 13 14 15]




OCR Hospitality Level 1 Unit F815 Introducing food and beverages (Wales)                                                                                                 9
Approached to applied learning

The aim of this unit is to introduce learners to food and beverages found in hospitality establishments. The content of this unit and Level 1 Unit F816
Preparing and serving food and beverages (Wales) are complementary and it would be beneficial to deliver them alongside each other to allow learners to
put the knowledge acquired in this unit into practice.

This unit lends itself to practical application from all parts of the industry. It would be beneficial for learners to have the opportunity to experience a
commercial kitchen or canteen, where a range of dishes are planned, prepared and served for a variety of customers. Learners could greatly benefit from
the experience of seeing a chef in their working environment, and be able to listen to, ask questions about and observe the practical work carried out.

In the centre setting, a range of practical work could be undertaken through organising for learners to be able to assist in onsite catering facilities. This
could focus upon different cultural foods, providing learners with the opportunity to use a variety of foods and equipment. Alternatively the centre could
work in collaboration with specialist restaurants such as Thai, Indian and/or Italian. In both circumstances learners will have the opportunity to develop their
understanding of ‘live’ industry terminology and the range of food and beverages available.

Learners may develop their understanding of how menus are created in a ‘real’ environment for example by visiting local restaurateurs and interviewing
people on special diets. This may also broaden their understanding of the implications of providing food and the variations required in their diets.
In preparation for assessment, learners could participate in a competition to add menu items to a local restaurant. This could be done either as an abstract
exercise or if a local restaurant could be included and play a role as a judge, they might be able to add the winning entry to their menu.

Assessment would be encouraged to take place at the end of the course so that they have the opportunity to maximise their learning of food, cooking
methods and equipment. If learners complete their work experience in a hospitality setting, employers could be encouraged to allow the assessment for
this unit to take place in a real work setting, rather than in the classroom.

Further guidance on employer engagement, including information on the types of activities employers could be asked to provide, is provided in the OCR
Level 1 Principal Learning in Hospitality (Wales) centre handbook.




10
                                                                                                       OCR Hospitality Level 1 Unit F815 Introducing food and beverages (Wales)
Essential Skills Wales and the Wider Key Skills in Principal Learning

Principal Learning offers many opportunities to develop the skills embodied in the three Essential Skills Wales (ESW) and the three wider key skills (WKS)
that are required if a candidate is to achieve the Welsh Baccalaureate Qualification (WBQ).

To achieve the WBQ at Foundation level, learners must achieve four of the six skills at Level 1, including at least one of ESW Communication, Application
of Number and ICT. In addition, there must be evidence that they have developed the remaining two skills. There is more guidance on generating evidence
of ESW and WKS in the context of a Principal Learning programme of delivery in section 7 of the OCR Level 1 Principal Learning in Hospitality (Wales)
centre handbook. It is important that teachers read this guidance before commencing the programme of delivery and advise the learners
accordingly.

The table below lists, in the first column, the skills that a learner must develop for the ESW or WKS in question. The second column suggests a PL context
in which the skill would arise naturally and might be developed.




OCR Hospitality Level 1 Unit F815 Introducing food and beverages (Wales)                                                                                 11
Foundation Principal Learning in Hospitality (Wales)
Unit F815: Introducing food and beverages (Wales)

Essential Skills Wales: Communication

          Skill/s to be developed                          Suggested context                           Reference


Speaking and listening                                                                                     C1.1

Understanding and responding to spoken       Formal face-to-face discussions in a group                   C1.1.1
language in a range of contexts.             with at least two other people when talking
Speaking to communicate                      to existing customers about menu                             C1.1.2
 information                                expectations including likes and dislikes.
 feelings
 opinions
 questions
 instructions
 on familiar topics, using appropriate
language, and in a range of contexts
Taking part in formal discussions with two                                                                C1.1.3
or more other people.

Reading                                                                                                    C1.2

Reading, understanding and obtaining         Reading about the principles of healthy                      C1.2.1
information independently from at least      eating, in preparation for a writing a short
two different types of documents. At least   document
one document must contain an image.
One document must be at least 250 words
long.

Writing                                                                                                    C1.3

Writing short documents of different types   Writing a menu plan for a 3 course meal                      C1.3.1
to communicate information to a familiar     for an audience of customers
audience in appropriate formats and using    and/or
language that is appropriate to purpose      a report identifying the principles of
and audience. One document must be at        healthy eating.
least 250 words long.




12
                                             OCR Hospitality Level 1 Unit F815 Introducing food and beverages (Wales)
Hospitality L1 F815 Introducing food and beverages (Wales)



Essential Skills Wales: ICT

         Skill/s to be developed                         Suggested context                Reference


Using ICT systems                                                                          ICT1.1

Confirming understanding of a given task      Use ICT to produce a customer/client        ICT1.1.1
that uses ICT.                                questionnaire and use your findings to
Using ICT independently to carry out the      plan a menu                                 ICT1.1.2
task.
Following safe, healthy and secure            and                                         ICT1.1.3
working practices at all times.
                                              produce a 3 course menu plan based on
                                              customer/client responses



Finding, selecting and exchanging                                                          ICT1.2
information

Finding, selecting and using sources of       Finding, selecting and exchanging ICT-      ICT1.2.1
ICT-based information that are appropriate    based information relevant to producing a
to a given task.                              customer/client questionnaire and a 3
Searching for, selecting and getting ICT-     course menu plan.                           ICT1.2.2
based information that is relevant to the
task.
Entering, saving, sending, receiving and                                                  ICT1.2.3
exchanging ICT-based information to suit
the purpose of the task.

Developing and presenting information                                                      ICT1.3

Entering, developing, formatting and          Developing and presenting ICT-based         ICT1.3.1
bringing together ICT-based information       information for the purpose of presenting
about a given task, in the form of:           your findings of the customer/client
a) text                                       questionnaire, in the form of text and/or
b) tables                                     tables and/or images and/or numbers for
c) images                                     an audience of customers/clients.
d) numbers.
Using ICT to present information about the                                                ICT1.3.2
task, using consistent layouts that are fit
for purpose and audience, and reviewing
the work.




                                                                                                13
Essential Skills Wales: Application of Number

         Skill/s to be developed                           Suggested context                           Reference


Understanding numerical data                                                                               N1.1

Understanding and describing a given         Understanding and describing the task of                     N1.1.1
problem or task.                             obtaining customer/client feedback,
Agreeing with an appropriate person how      through questionnaires, identify needs and                   N1.1.2
to tackle the problem or task.               preferences to plan and cost a 3 course
Obtaining relevant numerical data from at    menu agreeing how to tackle it and                           N1.1.3
least two sources to meet the purpose of     obtaining relevant data.
the problem or task.

Carrying out calculations                                                                                  N1.2

Using appropriate methods to get the         Using appropriate methods and carrying                       N1.2.1
results needed and describing the            out calculations to get the results needed
methods used.                                in the task of identifying customer/client
Using the data and information obtained to   needs and preferences and costing a 3                        N1.2.2
carry out calculations relevant to the       course menu.
problem or task to do with:
    a) amounts or sizes
    b) scales or proportion
    c) handling statistics

Interpreting results and presenting                                                                        N1.3
findings

Presenting findings to a familiar audience   Presenting findings about customer/client                    N1.3.1
using charts, graphs or diagrams             references and needs and menu costs to
Describing what the results mean and         an audience of peers, describing what                        N1.3.2
explaining how they meet the purpose of      they mean and explain how they meet the
the problem or task.                         purpose of planning a suitable menu.




14
                                             OCR Hospitality Level 1 Unit F815 Introducing food and beverages (Wales)
Hospitality L1 F815 Introducing food and beverages (Wales)



Key Skills: Working with Others
Learners must develop the skills needed to work with one other person, and the skills needed to
work in a group of at least three people. The emphasis must be on the individual learner’s
contribution to the work of the pair or group.

         Skill/s to be developed                         Suggested context               Reference


Confirming understanding of given             Limited opportunities                        WO1.1
objectives, and planning for working
together

Checking understanding of the task to be                                                  WO1.1.1
achieved by the group
Identifying what needs to be done and                                                     WO1.1.2
individual responsibilities
Making sure of the arrangements for                                                       WO1.1.3
working together

Working with others towards achieving                                                      WO1.2
the given objectives

Carrying out tasks to meet responsibilities                                               WO1.2.1
Working safely, following working methods                                                 WO1.2.2
given
Checking progress, asking for help and                                                    WO1.2.3
offering support to others when
appropriate.

Identifying ways you helped to achieve                                                     WO1.3
things and how to improve your work
with others

Identifying what went well and less well in                                               WO1.3.1
working with others
Identifying own contribution to achieving                                                 WO1.3.2
things together
Suggesting ways of improving own work                                                     WO1.3.3
with others for next time




                                                                                                  15
Key Skills: Improving Own Learning and Performance
Learners have to develop at least two different ways of learning to improve their performance. They
have to provide at least two examples of meeting the standard for LP1.1, LP1.2 and LP1.3, with
each example covering at least two targets.

         Skill/s to be developed                           Suggested context                           Reference


Confirming targets and planning how                                                                       LP1.1
to meet these with the person setting        Learning about the principles of healthy
them                                         eating

Making sure that targets clearly show what   and/or                                                      LP1.1.1
the learner wants to achieve
Identifying clear action points and          how to plan a 3 course menu based on                        LP1.1.2
deadlines for each target                    identified customer/client needs and
Identifying how to get the support needed    preferences.                                                LP1.1.3
and the arrangements for reviewing
progress

Following the plan, to help meet targets                                                                  LP1.2
and improve performance

Working through action points to complete                                                                LP1.2.1
these on time
Using ways of learning suggested by a                                                                    LP1.2.2
supervisor, making changes when needed
to improve performance
Using support given by others to help                                                                    LP1.2.3
meet targets

Reviewing progress and achievements                                                                       LP1.3
in meeting targets, with an appropriate
person

Say what has been learned and how it                                                                     LP1.3.1
was learned, including what has gone well
and what has gone less well
Identifying targets met and achievements                                                                 LP1.3.2

Checking what the learner needs to do to                                                                 LP1.3.3
improve performance




16
                                             OCR Hospitality Level 1 Unit F815 Introducing food and beverages (Wales)
Hospitality L1 F815 Introducing food and beverages (Wales)



Key Skills: Problem Solving
Learners have to provide at least two examples of meeting the standard for PS1.1, PS1.2 and
PS1.3, with each example covering a different problem. They have to identify at least two different
ways of tackling each problem.

         Skill/s to be developed                         Suggested context                 Reference


Confirming with an appropriate person         Tackling the problem of planning, costing      PS1.1
understanding of the given problem,           and producing a 3 course menu based on
and identifying different ways of             customer/client needs.
tackling it

Checking understanding of the given                                                         PS1.1.1
problem
Checking how to know it has been solved                                                     PS1.1.2
Coming up with different ways of tackling                                                   PS1.1.3
the problem

Confirming with an appropriate person                                                        PS1.2
what the learner will do and following
the plan for solving the problem

Helping decide how to try to solve the                                                      PS1.2.1
problem
Planning what to do                                                                         PS1.2.2

Following the plan, working safely and                                                      PS1.2.3
using support given by others to help
tackle the problem

Checking with an appropriate person if                                                       PS1.3
the problem has been solved and how
to improve problem solving skills

Checking if the problem has been solved                                                     PS1.3.1
using the methods given
Identifying clearly what went well and less                                                 PS1.3.2
well in tackling the problem
Checking what needs to be done to                                                           PS1.3.3
improve problem solving skills.




                                                                                                  17
Unit F816: Preparing and serving food
and beverages (Wales)
Unit level                                                   Unit size

Level 1                                                      60 Guided Learning Hours

                                                             It is recommended that the learner spends 45 glh
                                                             on the acquisition of knowledge, skills and
                                                             understanding.

                                                             The remaining 15 glh will take the form of
                                                             controlled assessment where the learner
                                                             produces the appropriate evidence.

Unit overview

A cursory look at the television schedules or the shelves of bookshops will show the prevalence of
food programmes, cook books, celebrity chefs and food presentation in the UK. The preparation
and service of food and beverages to customers is a crucial practical aspect of the hospitality
industry, from a luxury spa to fast food outlets such as Subway. This unit will introduce learners to
these concepts.

Preparing and serving food is a challenging yet rewarding activity. Learners will be introduced to
the concepts of health and safety and food safety and will have the opportunity to develop
understanding of how these affect hospitality establishments. Learners will have the opportunity to
develop practical skills in the preparation, cooking, presentation and serving of food and
beverages. This will provide learners with the opportunity to investigate the key features of
commercial kitchens and the equipment and terminology used within them.

The fun side of this is talking to customers and building relationships to make sure the ‘experience’
for the paying customer is enjoyable!

This unit is internally assessed and externally moderated.




OCR Hospitality Level 1 Unit F816 Preparing and serving food and beverages (Wales)                         1
2
    OCR Hospitality Level 1 Unit F816 Preparing and serving food and beverages (Wales)
Learning outcomes                                               Assessment criteria                                 Exemplification


The learner will:                                               The learner can:
                                                                                                                       Terminology must include:
1 Be able to use food and cooking terminology                   1.1 Use terminology to define food, cooking             -   ingredients from the main food groups –
                                                                    methods and cooking equipment when                      meat, vegetables, fruit, cereals
                                                                    carrying out practical work                         -   basic equipment – sharp knife, rolling pin,
                                                                                                                            chopping board
                                                                                                                        -   cooking methods – bain-marie, transfer
                                                                                                                            of heat to food, boiling, frying, grilling,
                                                                                                                            baking


2 Know how to work safely in the hospitality                    2.1 Outline the health and safety requirements of      Health and safety requirements must include:
  industry                                                          the hospitality industry                            -  systems to report injury
                                                                                                                        -  adequate protective clothing given to
                                                                2.2 Outline the food safety requirements of the            employees
                                                                    hospitality industry                                -  provision of first aid
                                                                                                                        -  safety signage
                                                                2.3 Describe the impact of these requirements on        -  fire issues
                                                                    work within a hospitality environment               -  design and layout of kitchens
                                                                                                                        -  handling food and hazardous substances
                                                                                                                        -  manual handling of loads
                                                                                                                        -  risk assessment/HACCP
                                                                                                                        -  employee training

                                                                                                                       Food safety principles must include:
                                                                                                                        -  delivery
                                                                                                                        -  correct storage
                                                                                                                        -  temperature control
                                                                                                                        -  hot and cold holding
                                                                                                                        -  prevention of cross contamination
                                                                                                                        -  personal hygiene issues
                                                                                                                        -  preparation and cleaning methods
                                                                                                                        -  use by dates of food



OCR Hospitality Level 1 Unit F816 Preparing and serving food and beverages (Wales)                                                                                    3
                            Beverage safety principles must include:
                             -  clean glasses
                             -  temperature of beverages – wines and
                                soft drinks
                             -  serving hot drinks with care
                             -  safe storage of perishable beverages –
                                dairy, fresh fruit

                            Hygiene principles must include:
                             -   personal – dress, hand washing, no
                                 jewellery, protective clothing
                             -   kitchen – cross contamination and pest
                                 control, cleaning, waste disposal, use of
                                 equipment

                            Impact of requirements must include:
                             -  costs – training, signage
                             -  legal Issues – prosecution, compensation
                                claims
                             -  time to implement requirements
                             -  skilled workforce needed – training
                                required
                             -  increases consumer confidence in
                                establishments
                             -  thorough record keeping required

                            Learners are expected to know the basic key
                             points of health and safety and food safety
                             requirements. Detailed knowledge of any
                             legislation is not required.




4
    OCR Hospitality Level 1 Unit F816 Preparing and serving food and beverages (Wales)
3 Be able to cook dishes                                        3.1 Organise time and resources, prioritising           Organising time and resources, prioritising
                                                                    actions when cooking                                 actions must include:
                                                                                                                         -    ensuring that the correct ingredients are
                                                                3.2 Prepare ingredients for a range of dishes in a            present and in the correct quantities
                                                                    safe and hygienic manner                             -    preparing ingredients to ensure a
                                                                                                                              smooth, timely cooking process
                                                                3.3 Discuss issues of concern in a kitchen               -    planning cooking according to how long
                                                                    environment, seeking resolution where                     each dish takes and when they need to
                                                                    needed                                                    be ready

                                                                3.4 Cook a range of dishes, reviewing progress          Dishes should be basic but healthy and
                                                                    and acting on outcomes at each stage                 nutritious:
                                                                                                                         -    soups
                                                                                                                         -    salads
                                                                                                                         -    main dishes using minced meat and
                                                                                                                              vegetables
                                                                                                                         -    pizza
                                                                                                                         -    pasta dishes
                                                                                                                         -    bread products
                                                                                                                         -    pastry dishes

                                                                                                                        Nutritious dishes must include:
                                                                                                                         -   low in fat/sugar/salt
                                                                                                                         -   high fibre
                                                                                                                         -   containing fruit and vegetables
                                                                                                                         -   a balance of nutrients

                                                                                                                        Discuss issues of concern, seeking resolution
                                                                                                                         where needed must include:
                                                                                                                         -   how to ensure that food is cooked
                                                                                                                             appropriately to customer orders
                                                                                                                         -   when to ask questions

                                                                                                                        Cooking and reviewing progress must include:
                                                                                                                         - Cooking:
                                                                                                                                   o bain-marie, transfer of heat to



OCR Hospitality Level 1 Unit F816 Preparing and serving food and beverages (Wales)                                                                                        5
                                                                                                                              food, boiling, frying, grilling,
                                                                                                                              baking
                                                                                                                -     Reviewing:
                                                                                                                           o tasting/testing
                                                                                                                           o suggested improvements to
                                                                                                                              dishes

4 Be able to present and serve a range of dishes   4.1 Present a range of dishes, safely and                    Presentation of dishes must include:
                                                       hygienically                                              -   use of side dishes
                                                                                                                 -   sauces
                                                   4.2 Build relationships with customers in a                   -   garnishes
                                                       hospitality service environment                           -   decoration of plates
                                                                                                                 -   table layout
                                                   4.3 Serve a range of dishes, breaking these down
                                                       into manageable steps to ensure safety and              Methods of building relationships with
                                                       hygiene                                                  customers and assessing their expectations
                                                                                                                must include:
                                                                                                                 -   effective ‘meet and greet’
                                                                                                                 -   appropriate presentation when in front of
                                                                                                                     customers
                                                                                                                 -   good eye contact
                                                                                                                 -   talking to existing customers
                                                                                                                 -   questionnaires/interviews/surveys
                                                                                                                 -   identifying needs
                                                                                                                 -   identifying wants/would likes/dislikes

                                                                                                                Types of service must include:
                                                                                                                 -  silver service
                                                                                                                 -  buffet
                                                                                                                 -  counter/cafeteria service
                                                                                                                 -  fast food
                                                                                                                 -  plate serve
                                                                                                                 -  family service
                                                                                                                 -  carvery

                                                                                                                Safety and hygiene must include:
                                                                                                                 -   safe working practices


6
                                                                                        OCR Hospitality Level 1 Unit F816 Preparing and serving food and beverages (Wales)
                                                                                     -   personal hygiene issues need to be
                                                                                         considered




OCR Hospitality Level 1 Unit F816 Preparing and serving food and beverages (Wales)                                            7
Form of assessment
Requirements for centres
This unit is internally assessed and externally moderated. Assessment must be conducted under controlled assessment conditions and controls have been
determined for each stage of the assessment process: task setting, task taking and task marking. Further, overarching information on controlled
assessment is provided in the OCR Level 1 Principal Learning in Hospitality (Wales) centre handbook.
Task setting:
     To assist centres in the teaching and assessment of this unit OCR has provided a model assignment along with guidance and criteria related to using
     it. The model assignment consists of tasks that are applied and holistic in their approach. Model assignments are designed so that they can be used
     as they are or adapted by centres to fit with local sector needs and allow the usage of local resources available to any consortia/centre. The model
     assignment includes information on which aspects of the assignment can be adapted.
     The OCR model assignment also acts as an exemplar which centres can use as the basis to develop their own assignments. Further guidance on
     the requirements and process for centre designed assignments is available from our website www.ocr.org.uk
     Wherever possible, the assessment of this unit should enable the learner to experience real events and work alongside people in a ‘sector’ context.
     The context for the assessment should make best use of local resources; it is vital that the assessment is related to a real purpose, has clear goals
     and that these goals are communicated to the learner in a way that ensures they know what is expected of them.
Task taking:
     Under the process of task taking, controls are set for the key aspects of time, resources, supervision and collaboration.
          The time limit available to complete the assessment is 15 glh. Consortia can determine how this overall time is allocated between assessment
           tasks.
          Resources must be provided that give learners fair and full access to the marking criteria and are appropriate for the assessment and
           requirements of the unit. Centres can determine which physical resources and information sources are appropriate for the assessment.
          Learners will complete the majority of work for assessment under direct teacher supervision. For this qualification it is acceptable for some
           aspects of exploration, such as research, to be outside the direct supervision of the teacher, but the teacher must be able to authenticate the
           work.
          Collaboration is permitted within this unit. Learners must complete and/or evidence all work individually but consortia can determine at which
           point within an assessment task learners can work together.
Within OCR model assignments timing may be suggested within the overall assessment time and resources defined for some individual tasks, the purpose
is to give consortia additional guidance to help to manage the assessment task.




8
                                                                                         OCR Hospitality Level 1 Unit F816 Preparing and serving food and beverages (Wales)
Task marking:
         The centre must mark learner’s assessment evidence using the mark descriptions provided in this unit (see the section Marking Criteria) and using
         a ‘best fit’ approach. A mark must be chosen from one of the three mark bands provided in the marking criteria which best describes the quality of
         work submitted. (Further information on ‘best fit’ is also included in section 6 of the centre handbook.)


                               Task Setting         Time                 Supervision   Resource   Collaboration   Marking
          Controls



                               Limited              Limited              Medium        Limited    Limited         Medium



The assessment evidence should include:
    Product
    Visual representation, eg:
     -   Time plan
     -   Hazard analysis chart
    Witness statements/observation records

Guidance to centres

In this unit it is recommended that learners spend 45 glh on the acquisition of knowledge, skills and understanding. The remaining 15 glh will take the form
of controlled assessment where learners produce the appropriate evidence.




OCR Hospitality Level 1 Unit F816 Preparing and serving food and beverages (Wales)                                                                             9
Marking criteria

The total number of marks for this unit is 60. For a description of the key words used in the marking criteria please see the Marking Criteria Glossary of
Terms in the OCR Level 1 Principal Learning in Hospitality (Wales) centre handbook.


Assessment    Band 1                                             Band 2                                              Band 3
  criterion
 reference



     1.1      Learners attempt to use some basic                 Learners appropriately use a range of               Learners confidently and effectively use a
              terminology to define food, cooking methods        terminology to define food, cooking methods         wide range of terminology to define food,
              and cooking equipment when carrying out            and cooking equipment when carrying out             cooking methods and cooking equipment
              practical work.                                    practical work.                                     when carrying out practical work.

              [0 1 2]                                            [3 4]                                               [5 6]

     2.1      Learners produce a limited outline of the health   Learners produce a sound outline of the             Learners produce a clear and
     2.2      and safety and food safety requirements of the     health and safety and food safety                   comprehensive outline of the health and
     2.3      hospitality industry. They attempt to support      requirements of the hospitality industry.           safety and food safety requirements of the
              their responses with basic examples.               They support their responses with                   hospitality industry. They support their
                                                                 appropriate examples.                               responses with well-considered and
                                                                                                                     relevant examples.

              Learners produce a limited description of the      Learners produce a detailed description of          Learners produce a reasoned description of
              impact of a limited range of these requirements    the impact of a range of these requirements         the impact of a wide range of these
              on work within a hospitality environment.          on work within a hospitality environment.           requirements on work within a hospitality
                                                                                                                     environment.
              [0 1 2 3]                                          [4 5 6]                                             [7 8 9]




10
                                                                                           OCR Hospitality Level 1 Unit F816 Preparing and serving food and beverages (Wales)
    3.1         Learners complete limited planning, have                      Learners complete detailed planning, have      Learners complete thorough planning, have
    3.2         basic organisational skills. Learners have a                  competent organisational skills. Learners      effective organisational skills and show
                limited understanding of the planning process                 have a sound understanding of the planning     initiative. Learners have a thorough
                and its purpose, giving minimal consideration                 process and its purpose, giving                understanding of the planning process and
                to resources and timescales. They are hesitant                consideration to resources and timescales.     its purpose, giving comprehensive
                at times and may need guidance in preparing                   They are quite confident and competent in      consideration to resources and timescales.
                ingredients for a limited range of basic,                     preparing ingredients for a range of basic,    They are confident and competent in
                nutritious dishes in a safe and hygienic manner.              nutritious dishes in a safe and hygienic       preparing ingredients for a range of basic,
                                                                              manner.                                        nutritious dishes in a safe and hygienic
                                                                                                                             manner.

                [0 1 2 3 4 5]                                                 [6 7 8 9 10]                                   [11 12 13 14 15]

    3.3         Learners hesitantly discuss issues of concern                 Learners competently discuss issues of         Learners confidently discuss issues of
    3.4         in a kitchen environment; they seek resolution                concern in a kitchen environment, they seek    concern in a kitchen environment, they seek
                of mostly simple issues, with limited attempts                reasonable resolution of relevant issues       effective resolution of critical issues where
                to resolve issues themselves.                                 where needed.                                  needed.

                Learners are able to cook a limited range of                  Learners are able to cook a range of basic,    Learners are able to cook a wide range of
                basic, nutritious dishes acceptably.                          nutritious dishes competently. A range of      nutritious dishes competently and
                Appropriate skills, materials, equipment and                  appropriate skills, materials, equipment and   effectively. A wide range of appropriate
                techniques are used with some mistakes.                       techniques are used with some precision.       skills, materials, equipment and techniques
                Consideration for health and safety rules, with               Consideration for health and safety rules,     are used with precision. Consideration for
                regard to self and other people is acceptable.                with regard to self and other people is        health and safety rules, with regard to self
                Learners attempt to review progress at each                   appropriate. Learners review progress at       and other people is comprehensive.
                stage, with a limited attempt to act on the                   each stage and appropriately act on the        Learners review progress at each stage and
                outcomes.                                                     outcomes.                                      act effectively on the outcomes.
                [0 1 2 3 4 5]                                                 [6 7 8 9 10]                                   [11 12 13 14 15]




OCR Hospitality Level 1 Unit F816 Preparing and serving food and beverages (Wales)                                                                                      11
     4.1   Learners present a range of dishes in a limited    Learners competently present a range of            Learners skilfully present a range of dishes
     4.2   way with some consideration of aesthetics and      dishes with consideration of aesthetics and        with careful consideration given to
     4.3   portion size. They use a basic range of skills,    portion size. They use a range of                  aesthetics and portion size. They use a
           materials, equipment/ technology, and              appropriate skills, materials, equipment/          wide range of appropriate skills,
           techniques to present and serve food.              technology, and techniques, with some              appropriate materials, equipment/
                                                              precision, to present and serve food.              technology, and techniques, with precision,
                                                                                                                 to present and serve food.

           Learners demonstrate a limited ability to build    Learners demonstrate a reasonable ability          Learners demonstrate a sophisticated
           relationships with customers and need              to build relationships with customers and are      ability to build relationships with customers
           guidance and support.                              able to work, though may need some                 and are able to work independently.
                                                              guidance.

           Learners attempt to adequately serve a             Learners are competent in serving a range          Learners are confident and appropriate in
           limited range of basic, nutritious dishes. They    of balanced and nutritious dishes. They are        serving a wide range of nutritious dishes.
           attempt to basically break the process into        able to reasonably break the process into          They are able to effectively break the
           manageable steps, giving little consideration to   manageable steps, giving some                      process into manageable steps, giving
           the needs of their customers. Consideration for    consideration to the needs of their                appropriate consideration to the needs of
           safety and hygiene requirements is                 customers. Consideration for safety and            their customers. Consideration for safety
           acceptable.                                        hygiene requirements is appropriate.               and hygiene requirements is
                                                                                                                 comprehensive.

           [0 1 2 3 4 5]                                      [6 7 8 9 10]                                       [11 12 13 14 15]




12
                                                                                       OCR Hospitality Level 1 Unit F816 Preparing and serving food and beverages (Wales)
Approaches to applied learning

The content of Unit F815, Introducing food and beverages (Wales), and Unit F816, Preparing and serving food and beverages (Wales), are complementary
and could be delivered alongside each other to allow the learner to put some of the knowledge in Unit F815 into practice. Learners should be encouraged
to use the menu they devised in Unit F815 as the basis of their food preparation and cooking in this unit. This unit lends itself for application to all parts of
the industry.

Centres could engage employers by arranging visits to hospitality establishments, allowing learners to see a chef in their working environment, and be able
to listen to, ask questions of and observe the practical work carried out. It is recommended that learners are given the opportunity to carry out work
experience in a commercial kitchen or canteen, where a range of dishes are planned, prepared and served for a variety of customers. Having gained
experience in the commercial sector, learners could be given opportunities to manage/work within a team to produce a meal for a specified group of
customers. In a centre setting, a range of practical work could be undertaken focusing on healthy eating and a variety of customers. It is important that
learners have the opportunity to use a variety of food and equipment, developing their practical understanding of food safety and health and safety
requirements in the industry.

A visit to food establishments may give learners opportunities to identify good practice being used. Learners may be able to collect menus from local
establishments to look at the food provision for a variety of customers. This will enable learners to design and prepare a menu to a brief.
Briefs could include :
 a dish which could be included on the menu of a school canteen that wishes to promote healthy eating
 a two course lunch suitable for residents in a residential home
 finger buffet suggestions for a catering company booked to provide a Christmas party celebration.

Learners could be given the opportunity to serve a finger buffet at a Christmas party function at their centre, providing experience of a ‘real’ service
situation. Customer feedback may provide learners with the opportunity to reflect upon their experience.

Further guidance on employer engagement, including information on the types of activities employers could be asked to provide, is provided in section X of
the OCR Level 1 Principal Learning in Hospitality (Wales) centre handbook.




OCR Hospitality Level 1 Unit F816 Preparing and serving food and beverages (Wales)                                                                             13
Essential Skills Wales and the Wider Key Skills in Principal Learning

Principal Learning offers many opportunities to develop the skills embodied in the three Essential Skills Wales (ESW) and the three wider key skills (WKS)
that are required if a candidate is to achieve the Welsh Baccalaureate Qualification (WBQ).

To achieve the WBQ at Foundation level, learners must achieve four of the six skills at Level 1, including at least one of ESW Communication, Application
of Number and ICT. In addition, there must be evidence that they have developed the remaining two skills. There is more guidance on generating evidence
of ESW and WKS in the context of a Principal Learning programme of delivery in section 7 of the OCR Level 1 Principal Learning in Hospitality (Wales)
centre handbook. It is important that teachers read this guidance before commencing the programme of delivery and advise the learners
accordingly.

The table below lists, in the first column, the skills that a learner must develop for the ESW or WKS in question. The second column suggests a PL context
in which the skill would arise naturally and might be developed.




14
                                                                                         OCR Hospitality Level 1 Unit F816 Preparing and serving food and beverages (Wales)
Hospitality L1 F816 Preparing and serving food and beverages (Wales)



Foundation Principal Learning in Hospitality (Wales)
Unit F816: Preparing and serving food and beverages (Wales)

Essential Skills Wales: Communication

          Skill/s to be developed                       Suggested context                  Reference


Speaking and listening                                                                       C1.1

Understanding and responding to spoken       Formal face-to-face discussions in a group     C1.1.1
language in a range of contexts.             with at least two other people when talking
Speaking to communicate                      to existing customers about menu               C1.1.2
 information                                expectations including likes and dislikes.
 feelings
 opinions
 questions
 instructions
 on familiar topics, using appropriate
language, and in a range of contexts
Taking part in formal discussions with two                                                  C1.1.3
or more other people.

Reading                                                                                      C1.2

Reading, understanding and obtaining         Reading about food safety principles, in       C1.2.1
information independently from at least      preparation for a writing a short document
two different types of documents. At least
one document must contain an image.
One document must be at least 250 words
long.

Writing                                                                                      C1.3

Writing short documents of different types   Writing an essay on food safety principles     C1.3.1
to communicate information to a familiar     and its impact on work within a hospitality
audience in appropriate formats and using    environment for an audience of peers.
language that is appropriate to purpose
and audience. One document must be at
least 250 words long.




                                                                                                 15
Essential Skills Wales: ICT

         Skill/s to be developed                              Suggested context                         Reference


Using ICT systems                                                                                         ICT1.1

Confirming understanding of a given task        Using ICT to carry out research into food                ICT1.1.1
that uses ICT.                                  safety requirements and/or produce a time
Using ICT independently to carry out the        plan for cooking a dish.                                 ICT1.1.2
task.
Following safe, healthy and secure                                                                       ICT1.1.3
working practices at all times.

Finding, selecting and exchanging                                                                         ICT1.2
information

Finding, selecting and using sources of         Finding, selecting and exchanging ICT-                   ICT1.2.1
ICT-based information that are appropriate      based information relevant to carrying out
to a given task.                                research into food safety requirements
Searching for, selecting and getting ICT-       and/or producing a time plan for cooking a               ICT1.2.2
based information that is relevant to the       dish.
task.
Entering, saving, sending, receiving and                                                                 ICT1.2.3
exchanging ICT-based information to suit
the purpose of the task.

Developing and presenting information                                                                     ICT1.3

Entering, developing, formatting and            Developing and presenting ICT-based                      ICT1.3.1
bringing together ICT-based information         information for the purpose of carrying out
about a given task, in the form of:             research into food safety requirements
a) text                                         and/or producing a time plan for cooking a
b) tables                                       dish, in the form of text and/or tables
c) images                                       and/or images and/or numbers, for an
d) numbers.                                     audience of peers.
Using ICT to present information about the                                                               ICT1.3.2
task, using consistent layouts that are fit
for purpose and audience, and reviewing
the work.




16
                                   OCR Hospitality Level 1 Unit F816 Preparing and serving food and beverages (Wales)
Hospitality L1 F816 Preparing and serving food and beverages (Wales)



Essential Skills Wales: Application of Number

         Skill/s to be developed                        Suggested context                 Reference


Understanding numerical data                                                                N1.1

Understanding and describing a given         Understanding and describing the task of      N1.1.1
problem or task.                             producing a time plan for cooking a dish,
Agreeing with an appropriate person how      agreeing how to tackle it and obtaining       N1.1.2
to tackle the problem or task.               relevant data.
Obtaining relevant numerical data from at                                                  N1.1.3
least two sources to meet the purpose of
the problem or task.

Carrying out calculations                                                                   N1.2

Using appropriate methods to get the         Using appropriate methods and carrying        N1.2.1
results needed and describing the            out calculations to get the results needed
methods used.                                in the task of producing a time plan for
Using the data and information obtained to   cooking a dish.                               N1.2.2
carry out calculations relevant to the
problem or task to do with:
    a) amounts or sizes
    b) scales or proportion
    c) handling statistics

Interpreting results and presenting                                                         N1.3
findings

Presenting findings to a familiar audience   Presenting findings about producing a         N1.3.1
using charts, graphs or diagrams             time plan for cooking a dish to an
Describing what the results mean and         audience of peers, describing what they       N1.3.2
explaining how they meet the purpose of      mean and explain how they meet the
the problem or task.                         purpose of producing a smooth and timely
                                             cooking process.




                                                                                                17
Key Skills: Working with Others
Learners must develop the skills needed to work with one other person, and the skills needed to
work in a group of at least three people. The emphasis must be on the individual learner’s
contribution to the work of the pair or group.

         Skill/s to be developed                              Suggested context                         Reference


Confirming understanding of given               Limited opportunities                                     WO1.1
objectives, and planning for working
together

Checking understanding of the task to be                                                                 WO1.1.1
achieved by the group
Identifying what needs to be done and                                                                    WO1.1.2
individual responsibilities
Making sure of the arrangements for                                                                      WO1.1.3
working together

Working with others towards achieving                                                                     WO1.2
the given objectives

Carrying out tasks to meet responsibilities                                                              WO1.2.1
Working safely, following working methods                                                                WO1.2.2
given
Checking progress, asking for help and                                                                   WO1.2.3
offering support to others when
appropriate.

Identifying ways you helped to achieve                                                                    WO1.3
things and how to improve your work
with others

Identifying what went well and less well in                                                              WO1.3.1
working with others
Identifying own contribution to achieving                                                                WO1.3.2
things together
Suggesting ways of improving own work                                                                    WO1.3.3
with others for next time




18
                                   OCR Hospitality Level 1 Unit F816 Preparing and serving food and beverages (Wales)
Hospitality L1 F816 Preparing and serving food and beverages (Wales)



Key Skills: Improving Own Learning and Performance
Learners have to develop at least two different ways of learning to improve their performance. They
have to provide at least two examples of meeting the standard for LP1.1, LP1.2 and LP1.3, with
each example covering at least two targets.

         Skill/s to be developed                        Suggested context                Reference


Confirming targets and planning how                                                         LP1.1
to meet these with the person setting       Learning about health and safety and food
them                                        safety and its impact on work within a
                                            hospitality environment
Making sure that targets clearly show what                                                 LP1.1.1
the learner wants to achieve               and/or carrying out the task of cooking a
Identifying clear action points and        dish, tasting, reviewing and suggesting         LP1.1.2
deadlines for each target                  improvements.
Identifying how to get the support needed                                                  LP1.1.3
and the arrangements for reviewing
progress

Following the plan, to help meet targets                                                    LP1.2
and improve performance

Working through action points to complete                                                  LP1.2.1
these on time
Using ways of learning suggested by a                                                      LP1.2.2
supervisor, making changes when needed
to improve performance
Using support given by others to help                                                      LP1.2.3
meet targets

Reviewing progress and achievements                                                         LP1.3
in meeting targets, with an appropriate
person

Say what has been learned and how it                                                       LP1.3.1
was learned, including what has gone well
and what has gone less well
Identifying targets met and achievements                                                   LP1.3.2

Checking what the learner needs to do to                                                   LP1.3.3
improve performance




                                                                                                 19
Key Skills: Problem Solving
Learners have to provide at least two examples of meeting the standard for PS1.1, PS1.2 and
PS1.3, with each example covering a different problem. They have to identify at least two different
ways of tackling each problem.

         Skill/s to be developed                              Suggested context                         Reference


Confirming with an appropriate person           Tackling the problem of and area of                        PS1.1
understanding of the given problem,             concern in a kitchen environment, seeking
and identifying different ways of               resolution where needed.
tackling it

Checking understanding of the given                                                                       PS1.1.1
problem
Checking how to know it has been solved                                                                   PS1.1.2
Coming up with different ways of tackling                                                                 PS1.1.3
the problem

Confirming with an appropriate person                                                                      PS1.2
what the learner will do and following
the plan for solving the problem

Helping decide how to try to solve the                                                                    PS1.2.1
problem
Planning what to do                                                                                       PS1.2.2

Following the plan, working safely and                                                                    PS1.2.3
using support given by others to help
tackle the problem

Checking with an appropriate person if                                                                     PS1.3
the problem has been solved and how
to improve problem solving skills

Checking if the problem has been solved                                                                   PS1.3.1
using the methods given
Identifying clearly what went well and less                                                               PS1.3.2
well in tackling the problem
Checking what needs to be done to                                                                         PS1.3.3
improve problem solving skills.




20
                                   OCR Hospitality Level 1 Unit F816 Preparing and serving food and beverages (Wales)

				
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