Catering and hospitality
Hospitality manager - Kitchen Manager
Hospitality Managers work across a range of organisations leading teams to deliver an excellent customer experience every time.
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
Knowledge, skills and behaviours (KSBs)
K1:
Principles of setting and maintaining a service culture within the team
K2:
Business standards for products and delivery of services and how to set them
K3:
Methods of implementing, monitoring, and reporting on the use of standard business operating procedures to support consistent use
K4:
Standards for communication with guests and colleagues
K5:
Principles of establishing and communicating hygiene procedures and monitoring processes
K6:
Health and safety legislation, regulations, guidelines and procedures relevant to own self, team, and guests
K7:
Principles of risk management and contingency planning related to potential service disruption
K8:
Methods of communicating to wider teams to promote clarity and consistency of understanding and implementation of instructions or approaches
K9:
Methods of setting and monitoring team performance targets
K10:
Techniques for long term planning, improvements, and risk management
K11:
Methods of analysing customer feedback to improve overall service
K12:
Methods of resolving guest complaints and ensuring service recovery
K13:
Methods of cascading changes to products or processes e.g. briefings, updated documents
K14:
Performance criteria, and feedback techniques to support team to meet that criteria
K15:
Sources of support and information for decision making eg legal, HR, data, employee feedback
K16:
Principles of promoting and managing sustainability and resource management
K17:
Potential barriers to recruitment, promotion, fair and respectful treatment, and inclusion at work faced by people with protected characteristics included in equality legislation.
K18:
Methods to set, and use data to monitor outcomes against, key performance indicators related to efficiency, performance, and profitability of the team.
K19:
Principles of coaching and training
K20:
Principles of performance and talent management
K21:
Principles of conflict, disciplinary and grievance management
K22:
Legislation, regulation and policies related to guest safety including fire safety, emergency evacuation, child protection, and modern slavery.
K23:
Legislation, regulation and policies related to guest privacy including data protection (GDPR)
K24:
Food and beverage manager: Methods to manage compliance with food safety systems and principles, implementing improvements as required
K25:
Food and beverage manager: Principles of forecasting and longer term planning related to stock purchase and control, managing costs and waste
K32:
Housekeeping manager: Principles of forecasting and planning related to staffing, stock ordering, and stock control, managing costs and waste
K33:
Kitchen manager: Methods to manage product quality to business standards
K34:
Kitchen manager. Methods to manage compliance with food safety systems and principles in kitchens, implementing improvements as required
K35:
Kitchen manager. Principles of forecasting and planning related to staffing, stock ordering, and stock control in kitchens, managing costs and waste
- Reference:
- OCC0229I
- Status:
Occupational standard in development
- SOC 2020 code:
- 0
- SOC 2020 sub unit groups:
S1:
Communicates, benchmarks, and actively promotes the service culture of the organisation
S2:
Sets expectation for, or cascades expectations, and monitors delivery of products and services against business standards
S3:
Implements standard business operating procedures and reports on consistent use
S4:
Sets standards for communication with guests, and colleagues training and monitoring the team to meet those standards
S5:
Establishes and cascades hygiene procedures including processes for recording and monitoring
S6:
Establishes, or trains others in, health and safety procedures.
S7:
Applies principles of risk management and contingency planning to service disruption
S8:
Achieves clarity and ensures consistency of understanding when communicating to wider teams
S9:
Sets and monitors team performance targets
S10:
Proactively manages risk and long term planning
S11:
Monitors customer feedback and implements improvements to enhance overall service
S12:
Resolves guest complaints and recovers service
S13:
Cascades changes to products or processes and monitors uptake
S14:
Sets performance criteria and uses feedback techniques to support team to meet performance expectations
S15:
Analyses information, data and employee feedback to make informed decisions
S16:
Actively promotes and manages activities that contribute to a sustainable approach to resource management
S17:
Acts to remove barriers to recruitment, promotion, fair treatment, respect, and inclusion at work faced by people with protected characteristics included in equality legislation
S18:
Sets and uses data to monitor outcomes against key performance indicators related to efficiency, performance, and profitability of team
S19:
Coaches and trains team
S20:
Manages performance and talent, recruiting, inducting, and developing team members
S21:
Manages and resolves disciplinary issues, grievances, and conflict
S22:
Ensures teams are trained in and compliant with legislation, regulation and policies related to guest privacy and safety including fire safety, emergency evacuation, data protection, child protection, and modern slavery.
S23:
Ensures teams are trained in and compliant with legislation, regulation and policies related to guest privacy including data protection (GDPR)
S24:
Food and beverage manager: Manages compliance with food safety systems and principles in customer facing environments, implementing improvements as required
S25:
Food and beverage manager: Forecasts and plans staffing, stock ordering, and stock control in customer facing environments, managing costs and waste
S32:
Housekeeping manager. Forecasts and plans staffing, stock ordering, and stock control for housekeeping services, managing costs and waste
S33:
Kitchen manager: Manages compliance with food safety systems and principles in kitchens, implementing improvements as required
S34:
Kitchen manager. Manages product quality, ensuring all products meet business standards
S35:
Kitchen manager. Forecasts and plans staffing, stock ordering, and stock control in kitchens, managing costs and waste
- Reference:
- OCC0229I
- Status:
Occupational standard in development
- SOC 2020 code:
- 0
- SOC 2020 sub unit groups:
- Reference:
- OCC0229I
- Status:
- Occupational standard in development
- SOC 2020 code:
- 0
- SOC 2020 sub unit groups:
