Hospitality manager

Key information

Reference: OCC0229C
Date updated: 14/09/2026
Level: 4
Route: Catering and hospitality
Regulated occupation: No

This is not the latest approved version of this apprenticeship. View the latest version

Details of the occupational standard

Higher Technical Qualification

Higher Technical Qualifications (HTQs) are designed to be delivered within a course of education. Some Knowledge, Skills and Behaviours may be more safely and reliably delivered in workplace settings, so may not be fully covered by the HTQ. Some qualifications will deliver additional content or added depth and breadth through, for example, use of specialist learning environments, work placements or innovative teaching methods. Check with the qualification provider if you require further information on coverage.

Occupation summary

Hospitality managers work across a huge variety of organisations including bars, restaurants, cafés, conference centres, banqueting venues, hotels and contract caterers. These managers generally specialise in a particular area, however their core knowledge, skills and behaviours are aligned. Common to all managers in this role is their passion for exceeding customers’ expectations. Hospitality managers have a high level of responsibility and are accountable for fulfilling the business vision and objectives which requires excellent business, people and customer relation skills. Individuals in this role are highly motivated team leaders that combine a talent for management and specific industry skills and thrive on the customer facing nature of the role.

Typical job titles include:

Food and beverage manager Guest services manager Hospitality manager Housekeeping manager Kitchen manager Outlet manager Restaurant manager

Core occupation duties

Duty	KSBs
Duty 1 Champion service culture and promote a customer focus within the team	K1 S1 S4
Duty 2 Manage and lead the delivery of services against key metrics related to financial expectations, people and quality	K2 K3 K9 K14 K18 S1 S2 S3 S4 S9 S14 S18
Duty 3 Coach and train teams to deliver services to business standards and monitor compliance with relevant legislation	K1 K2 K3 K5 K6 K8 K11 K12 K14 K19 S1 S2 S3 S4 S5 S6 S11 S12 S14 S19
Duty 4 Ensure that teams are trained in the safe and appropriate use of equipment and technology	K6 K19 S6 S19
Duty 5 Be accountable for safe, hygienic, legislation compliant working environments including record keeping	K5 K6 K22 K23 S5 S6
Duty 6 Set expectations and metrics for customer satisfaction, resolving complaints, and ensuring teams know how to measure and report on levels of customer satisfaction	K1 K2 K4 K9 K11 K12 K14 K18 S1 S2 S4 S9 S11 S12 S14 S18
Duty 7 Identify and manage risks to continuous service delivery ensuring that the right technical resources are available	K7 K10 K15 S1 S7 S10 S15
Duty 8 Take responsibility for communicating and implementing business information and changes in process or product, monitoring team to ensure successful execution	K3 K8 K13 S3 S8 S13
Duty 9 Lead and drive business values and create a positive working environment	K8 K17 S1 S4 S17
Duty 10 Analyse data and reports to identify and build on success and drive improvements across the team against business targets	K3 K9 K10 K15 K18 S3 S9 S10 S15 S18
Duty 11 Identify and implement improvements to common or recurring operational problems
Duty 12 Lead sustainability initiatives and best practice, implementing corrective actions where necessary	K9 K16 S9 S16
Duty 13 Ensure team understand and comply with equity, diversity and inclusion legislation and principles	K17 S17
Duty 14 Provide a point of escalation and take appropriate action related to recognition, development, performance, and behaviour	K18 K20 K21 S18 S20 S21
Duty 15 Manage, coach and mentor team members	K14 K19 K20 S14 S19 S20
Duty 16 Be accountable for the safety, security, and privacy of guests and their data, ensuring teams are trained on and comply with related legislation, regulation and policies	S22 S23

Option duties

Guest Services Manager duties

Duty	KSBs
Duty 22 Coordinate across teams to enable effective operations	K27 S27
Duty 23 Take responsibility for room management systems, prioritising and resolving escalations	K28 S28
Duty 24 Set expectations for cross-selling of services	K29 S29

KSBs

Knowledge

Skills

Behaviours

FdA Hospitality Management

Awarding body: Buckinghamshire New University

Qualification type: HTQ Qualification level: 5 Qualification approved: 21/12/2023

End-point assessment (EPA plan)

Rigorous robust and independent assessment undertaken by an apprentice at the end of training to test that the apprentice can perform in the occupation they have been trained in and can demonstrate the duties, and knowledge, skills and behaviours (KSBs) set out in the occupational standard

End-point assessment organisation (EPAO)

An organisation approved to deliver end-point assessment for a particular apprenticeship standard. EPAOs must be on the register of end-point assessment organisations

Holistic or synoptic

Assessment of an apprentice’s knowledge, skills and behaviours in an integrated way i.e. assessing several KSBs at the same time

Knowledge, skills and behaviours (KSB)

What is needed to competently undertake the duties required for an occupational standard

Valid

Referred to in relation to assessment methods; fit for purpose

Change request policy

Most changes to an apprenticeship are made as a result of a holistic review of it. We prioritise the need for such reviews based on a range of factors. These include:

the time since the apprenticeship was developed or last reviewed (taking account of its typical duration)
the existence of any known problems with it (e.g. lower than expected starts, low achievement rate, high withdrawal rate, any issues with the availability of training or end-point assessment provision)
whether the apprenticeship is currently subject to a dispensation
the relative significance of the apprenticeship based on how many users it has

The availability of an employer group to support a review and its potential impact on any related technical education product also inform the timing of a review.

Details of apprenticeships that are currently being revised or adjusted are available in our revisions and adjustments status report.

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Hospitality manager - Guest Services Manager

Key information

Details of the occupational standard

Occupation summary

Typical job titles include:

Core occupation duties

Option duties

Guest Services Manager duties

KSBs

Knowledge

Skills

Behaviours

FdA Hospitality Management

FdA Hospitality Management

Aligned occupational standards

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