Staff training and development opportunities from HIT Training

For all staff training and development including apprenticeships,
traineeships, statutory training courses and management development
programmes from HIT Training Ltd
Employer Brochure
2015

Welcome to HIT
03
Food service
staff
10
Cleaning staff
18
Customer
service
26
About HIT
Training Group
04
Waiting staff
12
Reception and
back office
20
Health and
safety
28
About our
courses
and training
programmes
06
Bar staff
14
Concierge and
portering
22
Get in touch
30
Kitchen staff
08
Housekeeping
staff
16
Leadership and
management
24
CONTENTS02

WELCOME TO HIT
We always remember that the hospitality industry is a team
environment, and the team is only as good as its weakest
member. With that in mind, the benefits of training are
clear – no one role is more important than another.
Work-based learning is acclaimed by staff as the most
successful learning route. So we work with employers to
develop this into their organisation and embed the concept
into their regular work practices. We understand the needs of
employers within the hospitality sector. We can work alongside
you, or take on your training and development function if you
prefer, and ensure that your organisation’s individual training
requirements are met. You will gain access to our team of 600
trainer-assessors all with practical experience of the sector, so
our involvement will help you boost your business performance
and produce measurable benefits.
At HIT we have sourced what we believe are the pre-eminent
programmes and qualifications available to drive the hotel and
catering industry forward. Call us today for an informal chat
about how your staff, and therefore your business, could benefit
from training and development.
Jill Whittaker FCA
HIT Training Ltd - Managing Director
The UK’s hospitality industry is one of the few sectors that
continues to expand and recruit more staff. Increasingly
perceptive employers know that investing in staff training
and development is an investment in their business
success. We provide employers with tailored award-
winning vocational training which helps develop world-
class businesses and top-performing employees.
Hospitality is a fiercely competitive sector. For your business to
stay ahead of the game each member of your team has to be
highly skilled, efficient and motivated. They also need to take
individual responsibility to care for your guests and customers
and deliver unrivalled ‘wow’ service.
Well trained, enthusiastic and competent staff are therefore a
valuable asset and can help a business by delivering improved
efficiency, enhanced levels of customer service, reduced staff
turnover and improved margins.
call now 0800 093 5892
03

ABOUT HIT TRAINING
HIT Training is the leading specialist
national training and apprenticeship
provider for the hospitality, hotel
and catering sector. More than 70%
of HIT apprentices complete their
apprenticeships and obtain either a
BTEC or City & Guilds diploma.
◗ Over half of all hospitality apprentices were trained by HIT last year
◗ HIT helped over 20,000 people gain a qualification, apprenticeship or job last year
◗ We employ over 600 professional staff, all with expertise in this sector
◗ HIT is consistently judged ‘Good’ by OFSTED inspectors
◗ We are the first training company to be awarded the prestigious ‘Gold Accreditation’
from People 1st
◗ HIT operates from 50 offices across the country delivering training and
apprenticeships locally
◗ Over 10,000 hospitality employers use HIT’s training services with 92% saying they
would recommend us to other employers.
Founded in 2006 by a small group of directors who had successfully established and
developed the major training provider ‘Hospitality Plus’, HIT now offers hotel and catering
apprenticeships across all sectors – not just chefs, bar staff and waiters, but in sales and
marketing roles, banqueting and conferencing, events, functions and outside catering.
Today HIT operates from 50 centres across England. Our extensive hospitality sector
experience means that we understand the needs of both the employer and the learner.
Each of our trainer-assessors has worked in the industry so has valuable practical
experience, local knowledge and an understanding of what learners and employers
need to forge a life-enhancing, or business-boosting, relationship.
04

Our care sector subsidiary company
Connect2Care trains professional staff in
residential care and nursing homes
throughout England. We frequently work in
the same care homes, with HIT training the
catering, cleaning and housekeeping staff
while Connect2Care train their care staff.
We provide care sector employers with tailored award-winning
vocational training which helps develop world-class businesses
and top-performing employees.
www.connect2care.net
Our employability subsidiary Work Ready People provides
help for unemployed people to get back to work. It delivers
our traineeship programmes for school and college leavers to
prepare for careers in any sector including hospitality.
WRP’s bespoke recruitment support provides employers with win-win solutions.
We offer professional, expert and, importantly, no-cost recruitment support to
help employers find, recruit and retain suitable, pre-screened, trained and
motivated candidates.
Whatever your particular business needs, we’ll work as an extension of
your team, saving you time, hassle and money. Whether you need
customised pre-employment training solutions or support for
a local recruitment drive, we’ll ensure your efforts are
highly efficient and provide winning results.
www.workreadypeople.co.uk

There’s certainly no shortage of qualifications and
courses available for the hospitality sector. The
challenge for employers is to decide which approach
best suits your organisation’s learning culture.
Despite attempts over the years by our sector
skills councils and government to rationalise the
qualification structure individual universities, colleges,
awarding bodies, professional associations and
training companies have all developed and marketed
their own offerings.
ABOUT OUR COURSES
AND TRAINING
PROGRAMMES
We have sourced and developed what we believe are the most effective courses and
qualifications which provide employers with results, value for money and peace of mind,
while ensuring learners of all levels enjoy their learning and fulfil their potential to deliver the
best services to customers.
In this brochure, courses titled in red are the professional qualifications. These normally
attract government funding either fully or partly funded for apprenticeships and student
loans for the NVQ (Practical Component) or Technical Certificate (Knowledge Component).
Courses in black are delivered commercially by HIT. These are normally short, one day
courses. You may book and pay for these courses online from our award-winning website
www.hittraining.co.uk detailed in a calendar of all courses being delivered by HIT across
the country. This is primarily intended for individuals booking onto our programme.
Some courses listed in this brochure are run by partner organisations, such as the
Association of Accounting Technicians, Wine Spirit Education Trust and FDQ.
We do not publish a price list of our commercial courses as we like to work in partnership
with our clients to develop a bespoke package to meet your organisation’s individual
needs. Together we devise a delivery package to meet your training needs, normally
combining programmes which can be funded by government or ‘student loans’ with short
commercial courses, the cost of which will depend on the volume of training involved and
any discounts available against the volumes of apprenticeships and trainees you have.
06

Hospitality businesses employing apprentices
are seeing many tangible benefits. Because
apprenticeship schemes are designed with the
help of employers, apprentices are highly likely
to fit into the job role effectively and develop
the appropriate skills.
Employers tell us that apprenticeships reduce staff turnover and
many rely on apprenticeship programmes to provide the skilled
workers that they need for the future. Indeed records show
that a high proportion of apprentices go on to management
positions. And perhaps best of all, many employers say their
apprentices make a valuable contribution to the business during
their training, to produce a quick payback on their investment.
HIT is the leading apprenticeship provider in the hospitality
sector. Over 70% of our apprentices complete their
apprenticeship and gain their diploma. We cover the whole
country and operate in every sector of the hospitality world. All
our trainer-assessors have worked in the business and so have
practical experience of the job they’re training.
Apprenticeships work - are they working for you?
We work in partnership with employers to
deliver traineeship programmes to meet their
needs and add value to their businesses.
Traineeships give employers the opportunity to
provide work experience of up to five months
for a school or college leaver or unemployed
young person, without the restriction of
employment legislation and wage costs. If
successful the trainee moves onto a job or
apprenticeship programme in the sector, either
with you or another employer.
Many employers now use traineeships as an inexpensive and
effective way of recruiting staff, while also giving young people a
chance to get that all-important first step on the career ladder.
Our traineeships offer many benefits for employers:
◗ Working closely with you, we can design a traineeship that
will suit the particular needs of your business and sector, so
that both you and your trainee get the best results
◗ They are an effective way of bringing enthusiastic young
people with fresh ideas into your business
◗ Working with trainees gives established staff members the
chance to develop their skills in mentoring and coaching
young people
◗ They can be valuable in succession planning
◗ The employer and trainee get the chance to sample each
other before making a formal agreement to embark on an
apprenticeship or work together.
call now 0800 093 5892

Maximising your culinary offering calls
for skilled chefs and cooks.
However eloquent and tempting your menu is,
however attractive and atmospheric your restaurant
or dining areas are, and regardless of the quality and
freshness of your ingredients, the success of your
culinary offering depends on the skills of your chefs
and cooks.
Whether you operate in fine dining, residential care
homes, pubs, restaurants, school meals, hotel dining
rooms, outside or events catering, it is ultimately
the final offering served to your customers or clients
on which you will be judged. Employers need chefs
and catering staff who are competent, reliable,
demonstrate flair and produce meals to specification
within time and budgetary constraints.
HIT offers a complete range of professional cookery
qualifications. These qualifications will enable your
staff to develop their professional competence
to prepare improved dishes for your customers,
understand costs, margins and portion control, learn
how to minimise waste and how best to work with or
lead a team of chefs.
Uniquely, the HIT trainer assigned to work with any of
your chefs will have had a background in the industry
and specific experience and expertise to match the
type of cuisine, menu and cookery options you serve
to your customers.
Apprenticeships
// Professional Cookery Intermediate
Apprenticeship Level 2
Duration - at least 12 months
Suitable for chefs and cooks preparing meals mainly from
raw ingredients.
Professional Cookery NVQ Level 2 or individual units
Suitable for chefs and cooks who want their current skills assessed.
Professional Cookery Technical Certificate
Suitable for chefs and cooks who wish to improve their theoretical
subject knowledge.
// Advanced Professional Apprenticeship Level 3
Suitable for chefs and cooks preparing complex dishes mainly from
raw ingredients already qualified at Level 2.
Professional Cookery NVQ Level 3 or individual units
Suitable for chefs and cooks already qualified at Level 2.
Suitable for chefs and cooks who wish to improve their advanced
theoretical subject knowledge.
KITCHEN STAFF08

I decided to earn as I learned -
why rack up mounting loans at
Uni when I could learn to do something
I’d love and earn money to support
myself at the same time - it just made
so much sense. Apprenticeships really
give you a feel for the job - the hands-
on approach was the way forward
for me and I’d recommend it to any
young person.”
Ronald Dzepasi
Chef, Lancaster London Hotel
Awarding organisations
// Food Production and Cooking Intermediate
Suitable for chefs and cooks preparing meals, which include
pre-prepared ingredients and mixes.
Food Production and Cooking NVQ Level 2 or individual units
Suitable for chefs and cooks who want their current skills assessed.
Suitable for chefs and cooks who wish to improve their theoretical
subject knowledge.
// Kitchen Services Intermediate
Suitable for catering staff who help prepare meals and assist with a
counter service such as school meals operations.
Kitchen Services NVQ Level 2 or individual units
Suitable for catering staff who want their current skills assessed.
Kitchen Services Technical Certificate
Suitable for catering staff who wish to improve their theoretical
subject knowledge.
// Facilities Services Intermediate
Suitable for kitchen porters.
Facilities Services NVQ Level 2 or individual units
Suitable for kitchen porters who want their current skills assessed.
Facilities Services Technical Certificate
Suitable for catering staff who wish to improve their theoretical
subject knowledge.
call now 0800 093 5892

FOOD SERVICE STAFF
Safe food handling and good hygiene
are crucial in hospitality businesses.
Any failures in this vital area can result in customers
falling ill, a damaged reputation and even legal action.
Proper training at all levels in the basics of food safety
and cleaning is the only way to minimise these risks.
Food safety regulations and best practice are
constantly changing and in order to guarantee safe
food to consumers, food business operators must
ensure their employees are kept up-to-date. We offer
a range of courses all of which will give your kitchen
staff a firm grasp of the importance of food safety
and knowledge of the systems, techniques and
procedures involved. We look at how to control food
safety risks including personal hygiene, food storage,
cooking and handling. The end game is to give them
the confidence and expertise to safely deliver quality
food to customers.
There is always a strong emphasis on a high standard
of personal hygiene as the act of washing and drying
hands correctly is the cornerstone of food safety.
Our trainers have all worked in the sector and will
work with your kitchen teams to give them the
skills needed to keep your kitchen clean and your
customers safe. Each course is designed according
to the responsibilities of the employee and the
nuances of your particular operating environment.
10

// Food Safety in Catering Level 1 and 2
Duration - 1 day
Level 1 is about the basic requirements of food safety, how to keep
clean and hygienic, keeping work areas clean, reducing contamination
and identifying key food safety issues while Level 2 focuses on food
handling, preparation and cooking in various different settings.
// Food Safety Refresher Level 2
Duration - 1/2 day
This top up course is best for those who have undertaken Food
Safety in Catering Levels 1 and 2 and need an update on current food
safety regulations and best practice in order to guarantee safe food
for consumers.
// Supervising Food Safety in Catering Level 3
Duration - 2-3 days
To meet National Occupational Standards this course provides a
thorough understanding of food safety procedures for those in a
supervisory role who have a responsibility for monitoring staff and
controls in order to implement a food safety management system.
// Managing Food Safety in Catering Level 4
Duration - 5 days plus observation
For managers and senior hygiene personnel this qualification is
particularly relevant if tasked to deliver training in food safety and for
those who are accountable for the management of an organisation’s
food hygiene, to enable them to identify areas for legal compliance to
design an improvement plan.
// HACCP in Catering Level 2 and 3
Duration - 2-3 days
Every food business must have a food safety management system
based on Hazard Analysis and Critical Control Point (HACCP) principles.
Courses cover the principles of HACCP, food safety management tools,
which controls are needed to ensure safety of food, compliance to new
regulations and how to implement a food safety system.
// Cleaning in Food Premises Level 2
Duration - 1 day
For those with responsibility for cleaning premises whether in-house
or contract staff. This is essential for understanding the importance of
cleanliness of the environment, how to identify risks and hazards, use
of correct methods and materials, how to prevent cross-contamination
and measuring the impact of cleaning.
Short courses
call now 0800 093 5892

Apprenticeships
// Food and Beverage Service Intermediate
Suitable for waiting staff and other food service staff.
Food and Beverage Service NVQ Level 2 or individual units
Suitable for waiting staff and other food service staff who want their
current skills assessed.
Food and Beverage Service Technical Certificate
Suitable for waiting staff and other food service staff who wish to
improve their theoretical subject knowledge.
// Hospitality Supervision and Leadership
(Food and Beverage option) Advanced
Suitable for restaurant supervisors and managers, team leaders and
shift leaders in food service operations.
Hospitality Supervision and Leadership (Food and Beverage option)
Apprenticeship NVQ Level 3 or individual units
shift leaders in food service operations already qualified to Level 2.
Hospitality Supervision and Leadership (Food and Beverage option)
Technical Certificate
shift leaders in food service operations who wish to improve their
advanced theoretical subject knowledge.
Skilled, customer-focused and personable
waiting staff make all the difference.
When people are dining out, the skills of the waiting
staff can be the key to transforming a good meal into
a truly memorable dining experience. The best waiting
staff are knowledgeable about the menu, attentive and
courteous, and always armed with a smile.
You need your waiting team to keep their eyes and
ears open, be available to help diners with any queries
while at the same time managing to remain discreet
and unobtrusive. You want them to have appropriate
sales skills so that your customers are encouraged
to maximise their spend without feeling pressured.
And they must be equipped to respond quickly to
customers while remaining calm and composed.
Getting this balance of skills just right can be greatly
enhanced through training.
HIT’s trainers will ensure your waiting staff develop the
appropriate techniques to suit your business, whether
that be family service, silver service or a more informal
style. Just as important is ensuring that your staff have
a full knowledge of the dishes on your menu, any
specials available and if appropriate the most suitable
wines or beers to accompany the meal. Our food and
beverage trainers have all worked in the sector and will
work with your waiting staff to develop them from plate
carriers to super salespeople, able to tactfully up-sell
the additional bottle of wine, the extra course or coffee
and liqueurs.
WAITING STAFF12

call now 0800 093 5892
Short courses
// Wine Spirit Education Trust
Level 1 Award in Wines, Duration - 1 day
Wine course provides basic wine knowledge as well as looking at how to
match food with wine.
Level 1 Award in Wine Service, Duration - 1 day
Course provides instruction in the art of wine service and includes the
development of practical skills in a restaurant setting.
Level 1 Award in Spirits, Duration - 1 day
Course provides basic product knowledge and skills in service and
marketing of spirits.
These Level 1 programmes are suitable for new entrants to the industry.
Level 2 Award in Wines and Spirits
Duration - 3 days plus self study
This course covers the major grape varieties and where they are grown
around the world. Students are taught how to taste wine professionally.

Level 3 Award in Wines and Spirits*
Course provides a more comprehensive coverage of the wide range of
wines and spirits around the world. The qualification has an increased
focus on wine tasting techniques.
Level 4 Diploma in Wines*
The Diploma is a specialist qualification where detailed knowledge
is combined with commercial factors and a thorough system for the
professional evaluation of wines and spirits.
* Level 3 Award and Level 4 Diploma are delivered directly through
Wine Spirit Education Trust
I wanted to get the most out of my
training and qualifications so that I
could develop a real career path. I had to
work hard and combine my studies with
long shifts, but I’ve always applied what I’ve
learnt to my job, and it’s been great to see
how that has paid off. My employers are
keen to help all their staff progress and are
really supportive of work-based learning –
I’ve had a fantastic journey so far!”
Gemma Ford
Duty Manager,The Atherstone Red Lion Hotel

Staffing your bars – profitable or
problematic? Great staff are the key.
Customers come to your bar to have fun, relax and
spend time with their friends. They will have chosen
you for a variety of reasons such as location,
selection of drinks, the venue concept or theme,
good pricing, entertainment and perhaps most
importantly good service.
Good service has to happen day in, day out, to ensure
your customers return time and again. Reputation
is earned on the basis of continued customer
satisfaction, but it only takes one bad experience to
lose a customer for good. Get it right and they’ll tell
their friends about how great the experience was.
So if your staff understand the importance of not
keeping customers waiting, making them feel
welcome, and being helpful and polite, these patrons
will become your best regulars.
Providing these high service levels is entirely within
management control. HIT’s bar trainers have all
worked in the sector and know what makes a good
bar person. Using their practical knowledge gleaned
while running their own bars in the past, our trainers
pass on their expertise and experience to your bar staff
on any HIT programme.
It makes sense to work with a training company
whose trainers have experience and expertise from the
relevant sector of the industry.
BAR STAFF14
Apprenticeships
// Beverage Service Intermediate Apprenticeship
Level 2
Suitable for bar staff and other personnel who serve alcoholic drinks.
Beverage Service NVQ Level 2 or individual units
Suitable for bar staff and other personnel who serve alcoholic drinks
who want their current skills assessed.
Beverage Service Technical Certificate
Suitable for staff and other food service staff who wish to improve their
// Hospitality Supervision and Leadership (Beverage
option) Advanced Apprenticeship Level 3
Suitable for bar supervisors and managers, team leaders and shift
leaders in drink service operations.
Hospitality Supervision and Leadership (Beverage option) NVQ Level 3
or individual units
leaders in drink service operations already qualified to Level 2.
Hospitality Supervision and Leadership (Beverage option)
leaders in drink service operations who wish to improve their advanced
// British Institute of Innkeeping (BII) Licensed
Hospitality Intermediate Apprenticeship Level 2
Suitable for staff working at a daily operational level within the licensed
hospitality industry.
(BII) Licensed Hospitality NVQ Level 2 or individual units
Suitable for any bar or drinks staff who want their current
skills assessed.
Licensed Hospitality Technical Certificate
Learners achieve their Award for Personal Licence Holders and a
number of other key qualifications as part of the programme which is
completed towards the end of the apprenticeship.
// British Institute of Innkeeping (BII) Licensed
Hospitality Management Advanced Apprenticeship
Level 3
Suitable for staff in licensed trade in a supervisory role or working
towards one.
(BII) Licensed Hospitality NVQ Level 3 or individual units
Suitable for any bar or drinks staff who want their current
skills assessed.
Licensed Hospitality Management Technical Certificate
Suitable for supervisory bar and other drink service staff who wish to
improve their theoretical subject knowledge.

call now 0800 093 5892
Having worked my way up
I have practical experience,
backed up with knowledge from
my apprenticeships, that helps
me to support those around me
and make sure we are all working
together positively. I really enjoy
what I do and learning on the
job has been a great way to
develop new skills – I definitely
recommend it.”
Josh Birch
Assistant Manager, The Plough Harborne
Short courses
// Wine Spirit Education Trust
Level 1 Award in Wines, Duration - 1 day
Wine course provides basic wine knowledge as well as looking at how to
match food with wine.
Level 1 Award in Wine Service, Duration - 1 day
Course provides instruction in the art of wine service and includes the
development of practical skills in a restaurant setting.
Level 1 Award in Spirits, Duration - 1 day
Course provides basic product knowledge and skills in service and
marketing of spirits.
These Level 1 programmes are suitable for new entrants to the industry.
// Personal Licence Holders
Duration - 2 days
This qualification is for individuals seeking to run licensed premises
selling alcohol. It includes an overview of the licensing authorities, the
responsibilities of the licence holder, police powers, rights of entry,
strengths of alcoholic drinks and the responsible retail of alcohol.
// Door Supervision
Duration - 1 day
All door supervisors must be licensed and this qualification involves
the completion of 4 mandatory units: Working in the Private Security
Industry, Working as a Door Supervisor, Conflict Management for the
Private Security Industry and Physical Intervention Skills for the Private
Security Industry.
// Professional Barperson’s Award
Duration - 2 days
Top level bar staff can perfect their skills with this award which has
two parts - Award in Responsible Alcohol Retailing and the Level
1 Award in Customer and Drinks Service (Licensed Hospitality). A
comprehensive programme covers customer service, serving and
merchandising skills, recognising drunkenness in customers and
understanding legal obligations.
// Beer and Cellar Quality (Cask and Keg)
Duration - 1 day
Aimed at serving the perfect pint this qualification is designed to help
candidates ensure that their beer is consistently maintained in optimum
condition and thus increase sales and reduce wastage.
// Conflict Management for Licensed Premises Staff
Duration - 1 day
For licensed retailers and bar managers to help them recognise problem
situations, how to prevent conflict from arising, how to resolve and
handle situations where violence is a risk and the role of the law.
// Drugs Awareness for Licensed Hospitality Staff
Duration - 1 day
This qualification is for anyone working in licensed premises who may be
exposed to illegal drug activity. It will give candidates the knowledge and
confidence they need to help prevent and deal effectively with any drug
related problems as well as how to implement a drug policy.

Housekeepers, from hotels to care
homes, are the unsung heroes.
Housekeepers set the standard your guests come to
expect. It’s a great feeling to walk into a welcoming
bedroom which is well presented, spotlessly clean
and tidy, and with a well stocked bathroom. First
impressions are just as important with reception rooms
and dining areas.
These vital elements of the customer experience
are down to the skill, efforts and commitment of the
housekeeping staff. You need to be assured your
housekeeping team are maintaining your
guest bedrooms and communal areas to your
organisation’s standards.
Housekeeping apprenticeships will develop
skills needed to provide an excellent standard of
accommodation and facilities for guests. Training will
ensure your staff understand the correct allocation
of linen, bathroom items and cleaning materials
to maximise efficiency and minimise costs. Being
courteous and friendly, while behaving with discretion
and showing respect for guests’ privacy is also covered.
At HIT we have trainers from the housekeeping side of
the sector who bring their practical skills and experience
to the learners and apprentices on our programmes.
Our policy of matching trainers and learners from the
same skill sector together adds considerable value to
the learning experience and benefits your organisation
with professional training and advice.
Short courses
// Licence to Practice
Duration - 1 day
The ideal course to equip cleaners with entry level skills and the
ability to carry out a professional and effective job covering chemical
competence, safe use and care of equipment and proper storage of
equipment and materials.
// Introduction to Cleaning Professional Skills Suite
Duration - 3 days
CPSS is a widely recognised cleaning qualification designed to
ensure the safety of the cleaning operatives and the users of the
building, as well as maintaining the sustainability of the building.
Along with core skills there are over 80 specialist areas including
mop sweeping, wall washing and glass cleaning.
HOUSEKEEPING STAFF16

Apprenticeships
// Housekeeping Intermediate Apprenticeship Level 2
Suitable for staff responsible for servicing and changing guests’
bedrooms, whether directly employed or out-sourced.
Housekeeping NVQ Level 2 or individual units
Suitable for housekeeping staff who want their current skills assessed.
Housekeeping Technical Certificate
Suitable for housekeeping staff who wish to improve their theoretical
subject knowledge.
// Cleaning and Support Services Intermediate
Suitable for housekeeping staff whose job role may also include other
cleaning duties.
Cleaning and Support Services NVQ Level 2 or individual units
Cleaning and Support Services Technical Certificate
Suitable for housekeepers who wish to improve their theoretical
subject knowledge.
// Facilities Services Apprenticeship Level 2
Suitable for housekeeping staff whose job role may also include other
cleaning duties.
Facilities Services NVQ 2 or individual units
Suitable for housekeepers who wish to improve their theoretical
subject knowledge.
// Hospitality Supervision and Leadership
(Housekeeping option) Advanced Apprenticeship
Level 3
Suitable for housekeeping supervisors, team leaders and shift leaders in
housekeeping operations.
BTEC Hospitality Supervision and Leadership (Housekeeping option)
NVQ Level 3 or individual units
Suitable for housekeeping supervisors and managers, team leaders and
shift leaders in housekeeping operations already qualified to Level 2.
Hospitality Supervision and Leadership (Housekeeping option)
Suitable for housekeeping supervisors and managers, team leaders
and shift leaders in housekeeping operations who wish to improve their
advanced theoretical subject knowledge.
I was delighted to gain a
recognised qualification and to
overcome the significant learning barriers
that I’d faced throughout my school life.
Being able to work with my HIT trainer-
assessor to discuss my career options
and set goals that I could work towards
made a huge difference to me. Knowing I
could also talk to my boss gave me more
confidence because I knew support was
available to help me face my challenges.”
Zoe Wales
Domestic, Sussex Downs Care Home
call now 0800 093 5892

Clean, safe and hygienic premises are
paramount for your reputation.
Your guests and clients will assume a clean and
safe environment when visiting your premises. First
impressions are most important and anything which is
unclean or untidy will disappoint.
Your hotel bedroom and public areas are replacing your
guests’ own home during their stay with you and they
will expect the same clean and tidy standard they are
used to at home. Dusty or greasy surfaces, smudged
mirrors, missing light bulbs and rubbish on floors will
not impress them. Even more importantly, neither you
nor your guests will wish to eat or drink at any premises
whose washrooms are not in pristine condition.
In today’s environment with high tech buildings,
effective cleaning requires a greater variety of materials
and equipment. This necessitates increased training
of your cleaning staff. While the mop and bucket will
never be totally replaced, technology moves on with
more advanced equipment and cleaning resources,
frequently making for a more cost effective solution.
At HIT we have trainers from the cleaning sector
who bring their practical skills and experience to
the learners and apprentices on our programmes.
HIT’s policy of putting trainers and learners from the
same skill sector together adds immense value to the
learning experience and benefits your organisation
with professional training and advice.
CLEANING STAFF18

// Cleaning and Support Service Intermediate
Suitable for staff responsible for servicing and cleaning public areas,
whether directly employed or out-sourced.
Cleaning and Support Services NVQ Level 2 or individual units
Suitable for cleaning staff who want their current skills assessed.
Cleaning and Support Services Technical Certificate
Suitable for cleaning staff who wish to improve their theoretical
subject knowledge.
Suitable for cleaning staff whose job role may also include other
cleaning and portering duties.
Facilities Services NVQ 2 or individual units
Suitable for cleaning staff who want their current skills assessed.
Suitable for cleaning staff who wish to improve their theoretical
subject knowledge.
// Licence to Practice
Duration - 1 day
The ideal course to equip cleaners with entry level skills and the
ability to carry out a professional and effective job covering chemical
competence, safe use and care of equipment and proper storage of
equipment and materials.
// Introduction to Cleaning Professional Skills Suite
Duration - 3 days
CPSS is a widely recognised cleaning qualification designed to
ensure the safety of the cleaning operatives and the users of the
building, as well as maintaining the sustainability of the building.
Along with core skills there are over 80 specialist areas including
mop sweeping, wall washing and glass cleaning.
Apprenticeships Short courses
call now 0800 093 5892
This apprenticeship has given me confidence to carry out
the job on my own and tackle any issues that arise. Since
completing the apprenticeship I’ve been promoted to a full-time
maintenance technician where I now help with the supervision
and training of new apprentices and act as their mentor.”
James Gilbert
Maintenance Technician, Rushmoor Borough Council, Farnborough, Hampshire

// Front of House Reception Intermediate
Suitable for hotel receptionists or any staff working in a reception
role in any location.
Front of House Reception NVQ Level 2 or individual units
Suitable for reception staff who want their current skills assessed.
Front of House Technical Certificate
Suitable for reception staff who wish to improve their theoretical
subject knowledge.
// Business Administration Intermediate
Suitable for any staff in any sector involved with business
administration.
Business Administration NVQ Level 2 Diploma or individual units
Suitable for administration staff who want their current
skills assessed.
Apprenticeships
Ensuring your customers enjoy the best
possible first (and lasting) impression.
Top quality reception and back office staff hold the
key to providing a great customer experience. When
guests arrive, often tired and weary, the welcome
they receive from the receptionist sets the tone for the
duration of the stay.
‘Checking in’ should be as painless, quick and
enjoyable as possible. Queues at the reception
desk, delays in accessing the booking from a slow
system, and inadequate information to allocate
rooms to a guest’s preference all add up to a poor
customer experience.
And the back office and accounts staff have an
equally important role to play in ensuring customer
satisfaction whether it’s taking reservations efficiently,
responding to customer queries on the phone or by
email or preparing bills, paying suppliers and ensuring
all money matters are in hand.
HIT’s team of experienced reception trainers have all
worked in reception or in reservations – this means
they can pass on their knowledge, skills and tips to
your receptionists. We also have a team of trainers to
deliver business administration programmes to your
back office and administration teams.
Accounts training with the AAT apprenticeships and
qualifications are delivered throughout the country by
one of our partner organisations.
RECEPTION20

I saw the benefits that the
apprenticeship could provide and
it was good because it tied in with what I
was doing and has certainly helped with
my progression and promotion. The Level
3 training helped advance me so I could
land the head receptionist’s job when it
became available.”
Lek Sukwong
Head Receptionist, Donnington Valley Hotel,
Newbury, Berkshire
call now 0800 093 5892
// Association of Accounting Technicians (AAT)
Accounting Intermediate Apprenticeship Level 2*
Suitable for staff working with basic accounts such as a book keeper
or cashier.
Accounting NVQ Level 2 or individual units
Suitable for accounts staff who want their current skills assessed.
Accounting Technical Certificate
Suitable for accounts staff who wish to improve their theoretical
subject knowledge.
// Hospitality Supervision and Leadership (Front of
House Option) Advanced Apprenticeship Level 3
Suitable for reception shift leaders or team leaders responsible for the
supervision of a reception shift.
Hospitality Supervision and Leadership (Front of House Option) NVQ
Level 3 or individual units
Suitable for front of house supervisory staff who want their current
skills assessed.
Hospitality Supervision and Leadership (Front of House Option) Technical
Certificate
Suitable for front of house supervisory staff who wish to improve their
// Business Administration Advanced
Suitable for any supervisory staff in any sector involved with
business administration.
Business Administration NVQ Level 3 Diploma or individual units
Suitable for administration supervisory staff who want their current
skills assessed.
// Accounting Advanced Apprenticeship Level 3*
Suitable for any accounts staff in any sector who have achieved Level 2
and wish to advance their accountancy qualifications.
* Delivered by partner organisation.

// Introduction to Customer Service
Duration - 1 day
An introduction to customer service for all new staff, a refresher
for existing staff or to run when new products or services are
introduced.
// Customer Service Skills to Increase Sales
Duration - 1 day
This one day course is designed to improve your staff’s customer
service skills especially to increase sales.
// Coaching Customer Service
Duration - 2 days
Targeted at supervisors, Coaching Customer Service is all about
leading by example. The course covers techniques to monitor the
delivery of customer service and how to coach your team to improve
customer service delivery.
Essential to customer service, it’s much
more than managing luggage and furniture.
The generic term ‘porter’ has different meanings within
our sector. In larger hotels there will be a team of
porters at the front desk led by the concierge to meet
and greet guests, sort out their luggage, answer their
questions, book their theatre tickets and provide many
other customer services.
There will be also be a team of conference and
banqueting porters responsible for ensuring the room
layouts for any events taking place in the hotel.
In smaller hotels the portering function, both front and
back of house, may be undertaken by the same team.
Outside catering and events teams rely on their porters
and supervisors to set up and clear.
Your porters are advocates of the organisation and
need a variety of skills and knowledge, not to mention
excellent customer service ability. They provide a
range of services and set the standard for the level of
customer service the guest can expect.
Our trainers have all worked in the sector and will
work with your porters to give them the skills needed
to deliver excellent customer service and think on
their feet. Each course is designed according to the
responsibilities of the employee and the nuances of
your particular operating environment.
Short courses
CONCIERGE
AND PORTERING22

Suitable for portering staff either front or back of house.
Facilities Services NVQ Level 2 or individual units
Suitable for portering staff who want their current skills assessed.
Suitable for portering staff who wish to improve their theoretical
subject knowledge.
// Hospitality Services (multi-skills) Intermediate
Suitable for any staff involved in a portering role.
Hospitality Services (multi-skills) Intermediate NVQ Level 2 or
individual units
Suitable for portering staff who want their current skills assessed.
Hospitality Services (multi-skills) Intermediate Technical Certificate
Suitable for portering staff who wish to improve their theoretical
subject knowledge.
// Hospitality Supervision and Leadership (Front of
House Option) Advanced Apprenticeship Level 3
Suitable for concierge shift leaders or supervisors of a porters shift.
Hospitality Supervision and Leadership (Front of House Option) NVQ
Level 3 or individual units
Suitable for porters and concierge supervisory staff who want their
current skills assessed.
Hospitality Supervision and Leadership (Front of House Option)
Suitable for porters and concierge staff who wish to improve their
theoretical supervisory subject knowledge.
The Team Leading NVQ helped me
into my supervisor role, which has
led to the conference and banqueting
manager job. Not being a manager before,
the Hospitality Supervision Leadership
Apprenticeship (Level 3) helped me adjust
to the transition between the roles. I was
lucky as I was able to grow into
the manager position with the help of
the apprenticeship.”
Adam Ainsworth
Conference and Banqueting Manager,
Donnington Valley Hotel, Newbury, Berkshire
Apprenticeships
call now 0800 093 5892

Short courses
// Mentoring for Supervisors and Managers
Duration - 1 day
The influence of an experienced mentor can really help supervisors
and managers achieve successful outcomes and motivate their
team to produce improved results.
// Introduction to Trainer Skills
Duration - 2 days plus self study and 1 day assessment
For supervisors and managers responsible for the direct training
and development of their teams. These bespoke courses explain
how to facilitate learning and development for individuals and
groups, using inclusive teaching and learning approaches and
understanding the principles and practices of assessment.
Leadership and management are the
keys to your business’s future.
In the hospitality sector, increasingly discerning paying
customers expect good service, food and drink. The
‘wow factor’ that makes us return to our favourite
venue is down to the staff, inspired and directed by
their supervisor or manager. Outstanding experiences
stem directly from strong leadership, so employers
need their team leaders, supervisors and managers to
have a winning blend of skills, energy and personality,
people who work hard and learn fast.
Investing in training to improve your managers’ skills
and boost their performance will pay dividends which
will permeate through your whole organisation.
Enabling and encouraging senior staff to study for
accredited qualifications will lead to improved technical
and supervisory skills, greater job satisfaction and
lower staff turnover, not to mention improved customer
service. We offer a range of professional qualifications
which will enable your staff to improve their practical
skills and competence.
Nearly all HIT’s trainer assessors have a management
background from the hospitality sector. So no
organisation is better placed to work with you to
develop your potential supervisors and help grow your
existing management team.
Our policy of putting trainers and learners from the
learning experience and benefits your organisation with
professional training and advice.
LEADERSHIP AND
MANAGEMENT24

// Team Leading Intermediate Apprenticeship Level 2
Suitable for any member of staff in any sector who demonstrates
management potential or is being considered for a supervisory role.
Team Leading NVQ Level 2 Diploma or individual units
Suitable for potential supervisors who want their current skills assessed.
SUPERVISORY ADVANCED APPRENTICESHIPS
// Hospitality Supervision and Leadership Advanced
// Business Administration Advanced
// Customer Services Advanced Apprenticeship Level 3
These Level 3 advanced apprenticeships are suitable for any staff in a
supervisory role depending on their sector and job role.
NVQ Level 3 Diploma or individual units
Suitable for any supervisory staff who want their current skills assessed
in their appropriate sector.
Advanced Technical Certificate
Suitable for all supervisory staff who wish to improve their theoretical
subject knowledge in their appropriate sector.
// Management Advanced Apprenticeship Level 3
This Level 3 advanced apprenticeship is suitable for any staff in a
management role.
Management NVQ Level 3 Diploma or individual units
Suitable for any management staff who want their current skills
assessed in their appropriate sector.
// Hospitality Management Higher
This Level 4 higher apprenticeship is suitable for any staff in a
management role.
Hospitality Management NVQ Level 4 or individual units
Suitable for any management staff who want their current skills
assessed in their appropriate sector.
Hospitality Management Technical Certificate
Suitable for all managers who wish to improve their theoretical
subject knowledge.
I passionately believe that the only
way to offer a consistently high
level of customer service is to continually
improve systems and procedures that will
benefit both customers and the employer.
With HIT’s help I’ve really enjoyed studying
for my apprenticeships and I’m looking
forward to learning even more so that I
can continue to offer an exceptional level
of customer service.”
Lewis Grant
Hi – Speed Cabin Attendant and Trainer, Red Funnel
Apprenticeships
call now 0800 093 5892

Wow your customers and then keep on
wowing them.
However good the technical and management skills
of your staff, with excellent customer service your
operation will soar to new heights!
In today’s hospitality world, customer experience
counts more than ever. Those organisations which
embrace the ‘Customer is King’ philosophy are repaid
with loyal customers buying and spending more,
returning to you and recommending you.
With the explosion in social media use, your customers
will be posting comments about their experiences at
your outlet on Trip Adviser, Facebook or Twitter, so
it is a wise manager or owner who recognises the
importance of social media and encourages his staff to
wow their customers at all times.
All staff, no matter which area of your business they
work in, will benefit from customer service training to
gain an appreciation of the importance of listening,
responding and delivering while always remaining
professional, courteous and happy to help. Ensuring
your staff understand the importance of excellence
in customer service will pay dividends. What’s more,
they’ll enjoy their work, take on more responsibility
for the service they provide and become even more
motivated. A real case of ‘win win’.
Our trainers all have sector experience, and will work
with your staff to give them the skills needed to deliver
excellent customer service.
26 CUSTOMER SERVICE

I’m a practical person who
prefers to learn on the job so
the apprenticeship suited my learning
style and variable shift patterns. This
job is very customer-focused and
interaction is a big part of my role.
The apprenticeship has helped me
recognise this and has given me the
additional skills and knowledge to
be successful.”
Aaran Thornton
Head Barista, SixEight Kafé, Birmingham
Apprenticeships Short courses
// Introduction to Customer Service
Duration - 1 day
An introduction to customer service for all new staff, a refresher
for existing staff or to run when new products or services are
introduced.
// Customer Service Skills to Increase Sales
Duration - 1 day
This one day course is designed to improve your staff’s customer
service skills especially to increase sales.
// Coaching Customer Service
Duration - 2 days plus 1 day observation
Targeted at supervisors, Coaching Customer Service is all about
leading by example. The course covers techniques to monitor the
delivery of customer service and how to coach your team to improve
customer service delivery.
call now 0800 093 5892
// Customer Service Intermediate
Suitable for any member of staff in any sector who has sufficient
technical skills to undertake their job role and needs their customer
service skills honed.
Customer Service NVQ Level 2 Diploma or individual units
Suitable for any customer facing staff who want their current
skills assessed.
// Customer Services Advanced
Suitable for any supervisory or management staff responsible for
overseeing customer service operations.
Customer Service NVQ Level 3 Diploma or individual units
Suitable for any supervisory staff who want their current customer
service skills assessed.

Short courses
// Health and Safety in the Workplace
Level 1, 2, 3 and 4
Duration - 1-5 days
There are four levels of training from basic to advanced for those new to
the industry to the more experienced. Covering the principles of health
and safety, accident prevention, responsibilities of employers, identifying
hazards and risk management; with aspects applicable to the safety of
individuals, customers, contractors and public.
// Health and Safety in the Workplace Refresher
Level 2
Duration - 1/2 day
Designed to provide a concise update of health and safety procedures
three years after the completion of Health and Safety in the Workplace
Level 2. The course serves as a reminder of rules, systems and good
practice as well as giving an overview of how equipment and task design
impact on health and safety.
// Principles of Risk Assessment Level 2
Duration - 1 day
A new area of training introduced in response to industry requirements
so employees become more risk aware and able to contribute to a risk
assessment. Covering the legal requirements and the five steps of risk
assessment, it includes guidance on how to ensure personal safety and
the safety of others.
// Risk Assessment Principles and Practice Level 3
Duration - 2 days
For those who want to progress to conducting risk assessments and
implement a risk assessment programme, this course is for supervisors
and managers. It covers how to identify training needs, compliance with
legal requirements and how to achieve improved standards of health and
safety within an organisation.
// Principles of COSHH Level 2
Duration - 1 day
For anyone responsible for the Control of Substances Hazardous to
Health, this course advises the correct handling, usage and control
of high risk substances in the workplace and what to expect from a
COSHH assessment.
// Manual Handling - Principles and Practice Level 2
Duration - 1 day
Anyone responsible for manual handling in the workplace needs to
protect themselves against an injury so it is important to learn how to
lift, carry, push and pull in the correct way. This course assists with an
understanding of the risks involved in manual handling and techniques
to avoid them so they can be applied in everyday practice.
Keeping your customers safe and
secure, preparing for every eventuality,
is crucial.
Any failures in the vital area of health and safety can
result in customers or staff falling ill or being harmed,
leading to a damaged reputation and even legal action.
Proper training for all staff is the only way to minimise
these risks.
As an employer, not only do you have a legal obligation
to ensure your premises are secure and safe, it also
provides reassurance for your customers who can
fully relax and enjoy the services you have to offer. It’s
also reassuring to know that if problems, accidents
or emergencies occur at your premises, your staff are
fully trained and competent to deal with any situation.
Our range of health and safety courses cover the
principles of health and safety, accident prevention,
responsibilities of employers, identifying hazards and
risk management with aspects applicable to the safety
of individuals, customers, contractors and public.
HIT also offers a wide range of other courses spanning
hygiene, manual handling, stress awareness, first aid
and COSHH as well as fire safety programmes to meet
all your needs delivered by our expert staff or, in some
circumstances, by our partners.
Our policy of putting trainers and learners from the
learning experience and benefits your organisation with
professional training and advice.
28
KEEPING YOUR
CUSTOMERS SAFE

Short courses
// Stress Awareness Level 2
Duration - 1 day
Stress is now recognised as a leading cause of employee absence
and impeded performance. This is an essential course for those in
management to identify stress factors in the workplace, spotting the
symptoms and side effects stress can cause plus how to prevent and
control stress.
// Emergency First Aid at Work Level 2
Duration - 1 day
This intensive course includes participation in assessments and
the completion of a test paper. Participants must demonstrate first
aid procedures such as putting a casualty in the recovery position,
performing CPR, dealing with blood loss and treating shock.
// Annual First Aid Refresher Level 2
Duration - 1/2 day
Certificated first aiders can use this refresher course to re-cap their
practical skills to help maintain the basics and keep up-to-date with any
changes to first aid procedures.
// Fire Safety Awareness
Duration - 1 day
This course provides an outline of an organisation’s duties and
responsibilities, the causes and effects of fires, which procedures to
follow and actions to take in the event of a fire. Fire prevention, incident
reporting and portable fire fighting equipment are also covered.
// Fire Safety Principles
Duration - 1 day
Fire safety wardens would benefit from this training in emergency
procedures. It covers causes of fires, hazards, what to expect from
fire and smoke, legal duties and penalties, fire detection and raising
the alarm, putting fires out and how to carry out fire safety
induction briefings.
// Fire Safety Risk Assessment and Control
Duration - 3 days
This qualification is for those who wish to progress to conducting their
own fire safety risk assessments in normal risk environments and
includes the importance of fire safety in the workplace, the principles of
a fire risk assessment and practical applications in the workplace.
call now 0800 093 5892

GET IN TOUCH30
With a strong local focus, HIT Training offers coverage
throughout the nation. Our skilled trainer-assessors and
training consultants are based in every county of England.
You can apply for a training programme with HIT at any time
whether you are already employed or looking for work.
Or if you just need someone to talk to, we’re always pleased
to hear from you.
0800 093 5892
www.hittraining.co.uk
info@hittraining.co.uk
For all enquiries or to apply:
HITTraining
@HITTraining

If Heston Blumenthal had a breakdown everyone would hear about it. But what if it happened to Sam Green?
Every year hundreds of people in our industry suffer a personal crisis. People you’ll never hear about.Thankfully
Hospitality Action is always there to pick up the pieces. To make a donation or to find out more, contact us on
020 3004 5500 or log on to www.hospitalityaction.org.uk You look after others, we look after you.
Campaign kindly sponsored by Mercieca Communications www.mercieca.co.uk Registered Charity 1101083
Heston Blumenthal.
Three Michelin stars.
Two restaurants.
One breakdown.

Employer Brochure 2015
© HIT Training Ltd 2014
The HIT group of training companies
Hotel and
catering training
Health and
social care training
Employability
and traineeships

Staff training and development opportunities from HIT Training

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