(england). 95 934-942. - eric · clean drinks dispense lines. maintain cellars. provide a drinks...
TRANSCRIPT
DOCUMENT RESUME
ED 389 840 CE 069 937
TITLE Catering & Hospitality, Serving Food & Drink, Levels1-3. 2nd Edition. Catering & Hospitality, Reception &Housekeeping, Levels 1-3. Catering & Hospitality,Supervisory Management, Level 3. Catering &Hospitality Management, Level 4. 2nd Edition.National Vocational Qualifications.
INSTITUTION Business and Technology Education Council, London(England).
PUB DATE 95
NOTE 72p.; This document consists of four separate NVQsgrouped together because of closely related subjectmatter. For other such NVQ "packages," see CE 069
934-942.
AVAILABLE FROM SPS (BTEC Order Dept.) Airfield Industrial Estate,Warboys, Huntingdon, Cambridgeshire, PE17 2TB,England, United Kingdom (order codes: Z-154-4,Z-150-4, Z-151-4, Z-153-4).
PUB TYPE Guides Non-Classroom Use (055)
EDRS PRICE MF01/PC03 Plus Postage.
DESCRIPTORS *Certification; Competence; Competency BasedEducation; *Credentials; Dining Facilities;Educational Certificates; Employment Qualifications;*Food Service; Foods Instruction; Foreign Countries;*Hospitality Occupations; Hotels; *Housekeepers; *JobSkills; On the Job Training; Postsecondary Education;Standards; Waiters and Waitresses
IDENTIFIERS *National Vocational Qualifications (England)
ABSTRACTBritain's National Vocational Qualifications (NVQs)
are worl qualifications that measure what an employee or potentialemployee can do as well as how much he or she knows and understandsabout a particular job. Used as written proof of usable workplaceskills that can be put to profitable use by an employer, NVQs rangefrom basic Level 1, for everyday routine tasks, up to Level 5professional skills, providing a way to develop skills and build acareer ladder that benefits both employer and employee. This packetcontains NVQ competency lists for the following catering and
hospitality occupations: (1) serving food and drink, levels 1-3 (bar,counter, restaurant, table and tray; take-away; supervisorymanagement of counter, drinks, table, and food, drink, and wine
service); (2) reception and housekeeping, levels 1-3 (general guestservice, housekeeping, reception, portering, and supervisorymanagement of housekeeping, reception, and portering); (3)
supervisory management, level 3 (food and drink service--counter,drinks, table, wine service; food preparation and cooking,housekeeping, reception--functions, general, and portering); and (4)management, level 4 (food and drink service, food preparation andcooking, housekeeping, and receptionfunctions and general). (KC)
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Catering & Hospitality, Serving Food & Drink, Levels
2nd Edition.Catering & Hospitality, Reception & Housekeeping,Levels 1-3Catering & Hospitality Supervisory Management, Level3Catering & Hospitality Management, Level 4. 2nd
EditionNational Vocational Qualifications
Business and Technology Education Council
London, England
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U.S. DEPARTMENT Of EDUCATIONOffice of Educational Research and Improvement
rE 11ONAL RESOURCES INFORMATIONCENTER (ERIC)
This document has been reproduced asreceived from the person or organizationoriginating it.
0 Minor changes have been made to improvereproduction quality
Points of vev or opinions stated in this docu-ment do not necessarily represent officialOERI position or policy
"PERMISSION TO REPRODUCE THISMATERIAL HAS BEEN GRANTED BY
ckrTO THE EDUCATIONAL RESOURCESINFORMATION CENTER (ERIC)."
111111 al 11111 him
better
qualifications
for better
jobs
NATIONAL VOCATIONAL QUALIFICATIONS
Catering & Hospitality,Serving Food and Drink
3
NVQs_ better qualifications for work
NVQF., are the work qualifications that employers havealways been asking for, because NVQs measure what youcan do, as well as how much you know and understandabout the job you do.
Practical, work-based qualifications
An NVO is the ideal qualification for people who intend towork, or already work, in a particular industry, service orbusiness. On-the-job training is more relevant than book-learning, so the ability to run an organisation or repair amotor vehicle is what counts, rather than having GCSEs.
For every industry and business
NVQs are already available for most kinds of work (and therange is constantly being added to, in order to meet newemployment needs).
NVQs are written proof of usable workplace skills which canbe put to profitable use by an employer straight away. Theyrange from basic Level 1, for everyday routine tasks, up toLevel 5 professional skills so there's a way to develop skillsand build a career ladder that benefits both employer andemployee.
For every kind of person
There is training for NVQs, but there's no laid-down courseof study: someone anyone of any age, provided they'reover 16 who can prove the ability to do the job, with therequired degree of skill, is entitled to be assessed for an
NVQ.
An NVQ is recognition and certification of someone's abilityto perform specific tasks. It may involve study to reach theappropriate level. On the other hand, some candidates oremployees may already possess the necessary skillsacquiring an NVQ certificate can be valuable recognition ofthose skills, especially in areas where previously no formalqualification existed.
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Serving Food and DrinkLevels 1-3
NVQsCatering and Hospitality,Serving Food and DrinkLevels 1-3
Page
Bar NVQ Level 1 7
Bar NVQ Level 2 8
Counter NVQ Level 1 9
Restaurant NVQ Level 2 10
Table/Tray NVQ Level 1 11
Take Away NVQ Level 1 12
Supervisory Management Counter NVQ Level 3 15
Supervisory Management Ddnks - NVQ Leve: 3 16
Supervisory Management Table NVQ Level 3 17
Supervisory Management Food and Drink ServiceWine Service NVQ Level 3 18/19
oes. ID
The following units are common to and form part ofthe next six consecutive NVQs
Maintain a safe and secure working environment
Carry out procedures in the event of a fire
Carry out procedures on discovery of a suspicious item orpackage
Carry out procedures in the event of an accident
Maintain a safe environment for customers, staff and visitors
Maintain a secure environment for customers, staff andvisitors
Maintain a professional and hygienic appearance
Deal with customers
Maintain customer care
Deal with customer complaints
Deal with customer incidents
Operate a payment point and process payments
Open, operate and close a:payment point
Handle and record cash payments
Serving Food and DrinkLevels 1-3
BarNVQ Levet 1
Includes the four common units listed on page 6 ofthis booklet and:
Prepare and clear areas for drinks service in licensedpremises
Prepare service areas
Prepare customer areas for drinks service
Clear-up after drinks service
Provide a drinks service for licensed premises
Prepare and serve alcoholic and non-alcoholic drinks
Maintain customer and service areas during drinks service
Clean and store glassware
Clean glassware
Store glassware
BarNVQ Level 2
Includes the four common units listed on page 6 of
this booklet and:
NI
Handle and record non-cash payments and refunds
Handle and record cheque and credit/debit card payments
Handle and record refunds
Provide a table drink service
Receive, store and return drinks
Receive drink deliveries
Store drinks
Return unsaleable items and containers
Maintain kegs and drink dispense lines
Prepare kegs and gas cylinders for use
Clean drinks dispense lines
Maintain cellars
Provide a drinks service for licensed premises
Prepare and serve alcoholic and non-alcoholic drinks
Maintain customer and service areas during drink service
The following are recommended but are notessential for this NVQ
Prepare and serve cocktails
Store, prepare and maintain cask conditioned beers
Store and prepare cask conditioned beers ready for service
Maintain cask conditioned beers
Servin,g Food and Drink1-3
CounterNVQ Level 1
Includes the four common units listed on page 6 ofthis booklet and:
Prepare and clear areas for counter service
Prepare counter for service
Prepare customer dining areas for customer service
Clear dining and service areas after food service
Provide a counter service
Serve customers at the counter
Maintain counter and service areas
Maintain customer dining areas
Provide a drinks service for non-licensed premises
Prepare and serve non-alcoholic drinks
Maintain service areas during service
The following are recommended but are notessential for this NVQ
Prepare and clear areas for vending service
Prepare dining areas for vending service
Clear dining areas for vending service
Provide a food vending service
Provide a trolley seriice
Prepare catering trolle'y for service
Serve products from the catering trolley
RestaurantNVQ Level 2
Serving Food and DrinkLevels 1-3
Includes the four common units listed on page 6 of
this booklet and:
Handle and record non-cash payments and refuads
Handle and record cheque and credit/debit card payments
Handle and record refunds
Prepare and clear areas for table service
Prepare service equipment and areas for table service
Prepare customer dining areas for table service
Clear dining and service areas after food service
Provide a table service
Greet customers and take orders
Serve customers' orders
Maintain dining and service areas
Provide a table drink service
Provide a carvery or buffet service
Prepare and maintain a carvery or buffet display
Serve customers at the carvery or buffet
Maintain customer dining areas
Prepare and serve bottled wines
The following is recommended but is not essentialfor this NVQ
Provide a silver service
Silver serve food
Clear finished courses
0
55. . I s
Table/MayNVQ Level 1
Includes the four common units listed on page 6 ofthis bboklet and:
Prepare and clear areas for table or tray service
Prepare service areas and equipment for table or tray service
Prepare customer dining areas for table or tray service
Clear dining and service areas after service
Provide a table or tray service
Greet customers and take orders
Serve customers orders
Maintain dining ,.nd service areas
Provide a drinks service for non-licensed premises
Prepare and serve non-alcoholic drinks
Maintain service areas during service
The follming is recommended but is not essentialfor this NVQ
Assemble meals for distribution
Prepare conveyor belt ready for run
ccemble tray sets on the conveyor belt
11
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Serving Food and Drink12 Levels 1-3
,
Take-AwayNVQ Level 1
includes the four common units listed on page 6ofthis booklet and:
Handle and record non-cash payments and refunds
Handle and record cheque and credit/debit card payments
Handle and record refunds
Prepare and clear areas for take-away service
Prepare customer and service areas
Clear customer and service areas
Provide a take-away service
Take and serve customers' orders
Maintain take-away service areas during service
The following is recommended but is not essentialfor this NVQ
Prepare and cook battered fish and chippedpotatoes
Prepare batter for frying
Prepare and cook battered fish
Prepare and cook chipped potatoes
12
i
The following units are common to and form part of
the next four consecutive NVQs
Maintain customer satisfaction
Establish and maintain a rapport with individual customers
Respond to requests and enquiries and provide informauonon products and services
Deal with individual customer complaints
Control the receipt, storage and issue of resources
Monitor and control the receipt of goods
Control the storage ci stock/goods
Control the issue of stock/goods
Implement the physical stock take within area of
responsibility
Contribute to the training and development ofteams, individuals and self to enhance performance
Contribute to planning the training and development ofteams and individuals
Contribute to training and development activities for teams
and individuals
Contribute to the asessment of teams and individualsagainst training and development objectives
Develop oneself within the job
Contribute to the planning, organisation andevaluation of work
Contribute to planning work activities and methods toachieve objectives
Organise work and assist in the evaluation of work
Provide feedback on work performance to teams andindividuals
13
Serving Food and DrinkLevels 1-3'
Monitor and maintain the health, safety andsecurity of workers, customers and other members
of the public
Maintain security/safety procedures in own area of
responsibility
Monitor and maintain the health and safety of workers,
customers and other members of the public
Maintain a healthy and safe working environment
Provide information and advice for action towardsmeeting organisational objectives
Obtain, evaluate, record and store information
Provide information and advice
1 4
Serving Food and DrinkLevels 1-3
Supervisory Management CounterNVQ Level 3
Includes the six common units listed on pages 13/14of this booklet and:
Implement sales development activities
Maintain practices and procedures for handlingcash/cash equivalents
Maintain the food counter service
Prepare the food service and customer areas
Maintain the counter service to the customer
Maintain service equipment
Contribute to the identification of equipment andsupply needs
Maintain the cleaning programme, furnishings anddecorative order
Maintain the cleaning programme for own area ofresponsibility
Maintain furnishing and decorative order in service andcustomer areas
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Serving Food.and Drink?Levels. 1-4'
Supervisory Management Drinks
NVQ Level 3
Includes the six common units listed on pages 13/14
of this booklet and:
Implement sales development activities
Maintain practices and procedures for handlingcash/cash equivalents
Maintain the drink service
Prepare the drink service area
Maintain the drink service to the customer
Supervise operations within licensing laws
Monitor customer behaviour to minimise disniption to the
service
Maintain service equipment
Contribute tc. the identification of equipment and
supply needs
Maintain the cleaning programme, furnishings and
decorative order
Maintain the cleaning programme for own area of
responsibility
Maintain furnishing and decorative order in service and
customer areas
16
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,
Supervisory Management TableNVQ Level 3
Includes the six common units listed on pages 13/14
of this booklet and:
Implement sales development activities
Maintain practices and procedures for handlingcash/cash equivalents
Maintain the table service
Implement procedures for the preparation of the table
service
Maintain the table service to the customer
Maintain service equipment
Contribute to the identification of equipment andsupply needs
Maintain the cleaning programme, furnishings anddecorative order
Maintain the cleaning programme for own area of
responsibility
Maintain furnishing and decorative order in service and
customer areas
17
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Serving Food and DrinkLevels 1-3
Supervisory ManagementFood & Drink Service -Wine Service
NVQ Level 3
Includes the six common units listed on pages 13/14
of this booklet and:
Implement sales development activities
Maintain practices and procedures for handling
cash/cash equivalents
Prepare and serve wines
Prepare service areas, equipment and stock for service
Determine customer needs for wines
Present and serve wine
Contribute to the planning, updating and format ofthe wine list
Plan and update the wine list
Design a wine list format
Prepare and serve spirits and liqueurs
Determine customers needs for spirit and liqueurs and
associated products
Prepare service areas and serve spirits, liqueurs and
associated products
Maintain wine cellar and dispense bar
Maintain wine cellar
Maintain dispense bar
13
Serving Food and:DrinkLevels 1-3
The following are recommended but are notessential for this NVQ
Oversee and maintain customer service
Oversee and maintain the greeting of customers and taking
orders
Oversee and maintain the service of customers order
Investigate and deal with customers' complaints
Prepare, cook and serve food in a food service area
Carve, fillet, joint and serve dishes at the table
Prepare and serve food using a gueridon
Cook and finish dishes in a restaurant
19
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4-1111:1I7 A IL/ ATI_ A
BTEC _ builds better qualifications for work
BTEC is the Business & Technology Education Council. anindependent body which awards National VocationalQualifications (NVOs).
BTEC authorises firms or colleges to carry out NVQ training
and assessment. It also appoints external verifiers whocheck that trainees' work meets NVQ standards.
BTEC itself does not do NVO training. But it constantlymonitors the providers and assessors to ensure that NVQtrainees develop the necessary skills to the standardsrequired by industry.
Your next step .
1. 4. , . !;,..4. V..
:Please see your training officer or personnel de tent,:talk to the local oareers advisory service, or Coiltaot
Tcolleges in your area.-Your Training and EnterpPouncil may also be ale to help. - ?ig,
at:ZFALia:4«e411.v.:g. 411.% Vt:114:'' t."'.144.1=12V;Ivv.
The occupational standards for these NVQs are available from:Hotel and Catenng Training Co, International House. High Street,Ealing, London W5 5D13; telephone 081-579 2400.
2nd EditionOctober 1994Issued by the MarketingServices DepartmentOrder code Z-154-4Further copies of this leaflet are available free from.Publications Despatch, BTEC, Central House.Upper Woburn Place, London WC1H 01-0-1Telephone. 071-413 8400
Ilumid11,1111.1.1.1hisffill
Business & Technology Education CouncilA REGISTERED CHARITYCENTRAL HOUSE, UPPER WOBURN PLACE, LONDON WC1H OHH
20
better
qualifications
for better
jobs
NATIONAL VOCATIONAL QUALIFICATIONS
Catering & Hospitality,Reception & Housekeeping
21
..
.
%.
NVOs- better qualifications for work
NVQs are the work qualifications that employers havealways been asking for, because NVQs measure what youcan do, as well as how much you know and understandabout the job you do.
Practical, work-based qualifications
An NVQ is the ideal qualification for people who intend towork, or already work, in a particular industry, service orbusiness. On-the-job training is more relevant than book-learning, so the ability to run an organisation or repair amotor vehic.e is what counts, rather than having GCSEs.
For every industry and business
NVQs are already available for most kinds of work (and therange is constantly being added to, in order to meet newemployment needs).
NVQs are written proof of usable workplace skills which canbe put to profitable use by an employer straight away. Theyrange from basic Level 1, for everyday routine tasks, up toLcvel 5 professional skills so there's a way to develop skillsand build a career ladder that benefits both employer andemployee.
For every kind of person
There is training for NVQs, but there's no laid-down courseof study: someone anyone of any age, provided they're
over 16 who can prove the ability to do the job, with therequired degree of skill, is entitled to be assessed for an
NVQ.
An NVQ is recognition and certification of someone's abilityto perform specific tasks. It may involve study to reach theappropriate level. On the other hand, some candidates oremployees may already possess the necessary skillsacquiring an NVQ certificate can be valuable recognition ofthose skills, especially in areas where previously no formalqualification existed.
22
414
,
:4
.;41
"
Reception .and HousekeepingLevels 1-3
NVQsCatering and Hospitality,Reception and HousekeepingLevels 1-3
Page
General NVQ Level 2 5
Guest Service NVQ Level 1 6
Housekeeping NVQ Level 1 7
Housekeeping NVQ Level 2 9
Reception NVQ Level 2 11
Reception and Portenng NVQ Level 1 13
Supervisory Management HousekeepingNVQ Level 3 16
Supervisory Management ReceptionFUnctions NVQ Level 3 17
Supervisory Management ReceptionGeneral NVQ Level 3 18
Supervisory Management ReceptionPortering NVQ Level 3 19
23
The following units are common to and form partof the next six consecutive NVQs
Maintain a safe and secure working environment
Carry out procedures in the event of a fire
Carry out procedures on discovery of a suspicious item orpackage
Carry out procedures in the event of an accident
Maintain a safe environment for customers, staff and visitors
Maintain a secure environment for customers, staff andvisitors
Maintain a professional and hygienic appearance
9 4
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Reception and HousekeepingLevels 1-3-
GeneralNVQ Level 2
Includes the two common units listed on page 4of this booklet and:
Deal with customers
Maintain customer care
Deal with customer complaints
Deal with customer incidents
Operate a payment point and process payments
Open, operate and close payment point
Handle and record payments
Handle and record non-cash payments and refunds
Handle and record cheque and credit/debit card payments
Handle and record refunds
Deal with telephone calls and written communications
Deal with incoming telephone calls
Make telephone calls
Handle mail, messages and written communications
Deal with the arrival of customers
Deal with the arrival of customers without advance bookings
Prepare for and deal with the ef rival of customers withadvance bookings
Prepare customer accounts and deal with departures
Prepare and maintain customer accounts
Deal with the departure of customers
Prepare and clear areas for table service
Prepare service equipment and areas for table service
Prepare customer dining areas for table service
Clear dining and service areas after food service
Provide a table service
Greet customers and take orders
Serve customers' orders
Maintain dining and service areas
Recevtickn a d HousekeemingLevels 1-3
Guest ServiceNVQ Level 1
Includes the two common units listed on page 4of this booklet and:
Deal with customers
Maintain customer care
Deal with customer complaints
Deal with customer incidents
Service toilet and bathroom areas
Clean toilet appliances
Clean bathroom appliances
Replenish customer supplies and accessories
Clean floors and floor coverings
Service furnished areas
Clean interior surfaces, furnishings, fixtures and fittings
Maintain the internal environment
Prepare beds and handle linen and bed coverings
Strip beds and handle linen and bed coverings
Collect and transport clean linen and bed coverings
Make beds for customer use
Prepare and clear areas for table or tray service
Prepare service areas and equipment for table or tray service
Prepare customer dining areas for table or tray service
Clear dining and service areas after service
Provide a table or tray service
Greet customers and take orders
Serve customers orders
Maintain dining and service areas
II 2
HousekeepingNVQ Level 1
Includes the two common units listed on page 4of this booklet and:
Service toilet and bathroom areas
Clean toilet appliances
Clean bathroom appliances
geplenish customer supplies and accessones
Clean floors and floor coverings
Service furnished areas
Clean interior surfaces, furnishings, fixtures and fittings
Maintain the internal environment
Prepare beds and handle linen and bed coverings
Strip beds and handle linen and bed coverings
Collect and transport clean linen and bed coverings
Make beds for customer use
Handle and store cleaning equipment and materials
Handle and dispose of waste
The following are recommended but are notessential for this NVQ
Deal with customers
Maintain customer care
Deal with customer complaints
Deal with customer incidents
Deep clean floors and soft floor coverings
Deep clean hard floors
Strip and polish hard floors
Deep clean soft floor coverings
27
II 0
Prepare, service and clear function rooms
Prepare function rooms
Service function rooms
Clear function rooms
S
HousekeepingNVQ Level 2
Includes the two common units listed on page 4of this booklet and:
Provide a housekeeping service in own area of work
Organise and carry out housekeeping tasks
Maintain responsibility for own area of work
Minimise risk to self and others
Maintain effective working relationships
Maintain effective working relationships with othermembers of staff
Maintain effective working relationship with immediate line
manager
Contribute to the development of self and others
Familiarise new staff with the work place
Suppori others in the performance of their work
Develop self within the job role
Maintain informntion systems to support servicedelivery
Supply and respond to information
Record and store information
Maintain housekeeping supplies
Receive and check housekeeping supplies
Store and issue housekeeping supplies
Maintain a clean linen supply
Receive and check clean linen
Store and issue clean linen
Deal with customers
Maintain customer care
Deal with customer complaints
Deal with customer incidents
The following is recommended but is not essentialfor this NVQ
Clean and protect hard and semi-hard floor surfaces
Remove impacted soil and protective coatings from hardand semi-hard floor surfaces with the aid of machines
Provide a burnished flniSh to hard and semi-hard floor
surfaces
Apply protective coatings to hard and semi-hard floor
surfaces
30
Re,ce.ptkon and Housekeeping'Levels 1-3
ReceptionNVQ Level 2
Includes the two common units listed on page 4of this booklet and:
Deal with customers
Maintain customer care
Deal with customer complaints
Deal with customer incidents
Operate a payment point and process payments
Open, operate and close payment point
Handle and record payments
Handle and record non-cash payments and refunds
Handle and record cheque and credit/debit card payments
Handle and record refunds
Deal with telephone calls and writtencommunications
Deal with incoming telephone calls
Make telephone calls
Handle mail, messages and written comrnumcations
Provide customer information and book externalservices
Provide customer information
Book external services
Maintain a booking system
Deal with booking enquiries
Determine, record and confirm bookings
Monitor, maintain and update the booking system
31
Deal with the arrival of customers
Deal with the arrival of customers without advancebookings
Prepare for and deal with the arrival of customers withadvance bookings
Prepare customer accounts and deal withdepartures
Prepare and maintain customer accounts
Deal with the departure of customers
The following is recommended but is not essentialfor this NVQ
Exchange foreign cash and travellers cheques
Exchange foreign cash
Exchange foreign travellers cheques
. r. . s' ': : :
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32
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Reception and PorteringNVQ Level 1
Includes the two common units listed on page 4of this booklet and:
Deal with customers
Maintain customer care
Deal with customer complaints
Deal with customer incidents
Operate a payment point and process payments
Open, operate and close a payment point
Handle and record payments
Deal with telephone calls and written communications
Deal with incoming telephone calls
Make telephone calls
Handle mail, messages and written communications
Provide customer information and book externalservices
Provide customer information
Book external services
Handle, store and transport customer andestablishment property
Store customer property
Handle and transport customer and establishment property
33
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ReceptiOn and HousekeepingLevels 1-3
The following units are common to and form part of
the next four consecutive Supervisory Management
NVQs
Maintain customer satisfaction
Establish and maintain a rapport with individual customers
Respond to requests and enquiries and provide information
on products and services
Deal with individual customer complaints
Control the receipt, storage and issue of resources
Monitor and control the receipt of goods
Control the storage of stock/goods
Control the issue of stock/goods
Implement the physical stock take within area of
responsibility
Contribute to the training and development ofteams, individuals and self to enhance performance
Contribute to planning the training and development of
teams and individuals
Contribute to training and development activities for teams
and individuals
Contribute to the assessment of teams and individualsagainst training and development objectives
Develop oneself within the job
Contribute to the planning, organisation andevaluation of work
Contribute to planning work activities and methods to
achieve objectives
Organise work and assist in the evaluation of work
Provide feedback on work performance to teams and
individuals
34
I
Monitor and maintain the health, safety andsecurity of workers, customers and other membersof the public
Maintain security/safety procedures in own area of
responsibility
Monitor and maintain the health and safety of workers,customers and other members of the public
Maintain a healthy and safe working environment
Provide information and advice for action towardsmeeting organisational objectives
Obtain, evaluate, record and store information
Provide information and advice
,
:to
.. . , .
:.Reception andtioUsekeeping-'Levels 1-3
Supervisory ManagementHousekeepingNVQ Level 3
Includes the six common units listed on pages 14/15
of this booklet and:
Maintain the housekeeping service
Maintain the housekeeping service
Maintain the linen service
Maintain equipment for rooms, public and working areas
Contribute to the identification of equipment and
supply needs
Create, maintain and enhance productive working
relationships
Enhance productive working relationships with
colleagues and those for whom one has supervisory
responsibility
Enhance productive working relationships with one's
immediate manager
Identify and minimise interpersonal conflict
Contribute to the implementation of disciplinary and
grievance procedures
Maintain the cleaning programme, furnishings and
decorative order
Maintain the cleaning programme for own area of
responsibility
Maintain furnishing and decorative order in service and
customer areas
36
"
k .4 4A4
Supervisory ManagementReception FunctionsNVQ Level 3
Includes the six common units listed on pages 14/15of this booklet and:
Implement sales development activities
Supervise the running of a function/event
Oversee the preparation and running of the function/event
Implement procedures for the closing of the function/event
Contribute to the identification of equipment andsupply needs
Create, maintain and enhance productive workingrelationships
Enhance productive working relationships with colleaguesand those for whom one has supervisory responsibility
Enhance productive working relationships with one'simmediate manager
Identify and minimise interpersonal conflict
Contribute to the implementation of disciplinar. andgrievance procedures
37
Supervisory ManagementReception GeneralNVQ Level 3
Includes the six common units listed on pages 14/15of this booklet and:
Implement sales development activities
Maintain practices and procedures for handlingcash/cash equivalents
Maintain the front office service
Maintain the front office service
Maintain reservations and booking procedures
Maintain systems for obtaining, processing anddisseminating information
Produce statistical data and reports
Contribute to the provision of personnel
Contribute to the identification of personnel requirements
Contribute to the selection of personnel
The following is recommended but is not essentialfor this NVQ
Maintain practices and procedures for handlingforeign cash/cash equivalents
3d
"
Reception PorteringNVQ Level 3
Includes the six common units listed on pages 14/15of this booklet and:
Implement sales development activities
Maintain practices and procedures for handlingcash/cash equivalents
Maintain the portering/concierge service
Contribute to the provision of personnel
Contribute to the identification of personnel requirements
Contribute to the selection of personnelThe following is recommended but is not essentialfor this NVQ
Maintain practices and procedures for handlingforeign cash/cash equivalents
39
: ' 1. . .1. ..
I
BTEC_ builds better qualifications for work
BTEC is the Business & Technology Education Council anindependent body which awards National VocationalQualifications (NVQs).
BTEC authorises firms or colleges to carry out NVQ trainingand assessment. It also apooints external verifiers whocheck that trainees work meets NVQ standards.
BTEC itself does not do NVQ training. But it constantlymonitors the providers and assessors to ensure that NVQtrainees develop the necessary skills to the standardsrecruired by industry.
'Irour 110)0 st7.84fu
ase see yOt# Minh* offIder or perioimel department,to the 16:641,:oaredis adsiltetY Seiirice, or pottact
011eges in yapr area:YOar Training and EatotpriseCouncil may alio be able to help.
1st EditionMay 1994Issued by the MarketingServices DepartmentOrder code 2-150-4Furthcr copies of this leaflet are available free fromPublic,itions Despatch, BTEC, Central House,Upper Woburn Place, London WC1H OHH
II 111 till11m111 1111111 mu him
Business & Technology Education CouncilA REGISTERED CHARITY
CENTRAL HOUSE, UPPER WOBURN PLACE, LONDON WC IH OHH
EST COPV A 7.
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- better
qualifications
for better
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NATIONAL VOCATIONAL QUALIFICATIONS
Catering & HospitalitySupervisory Management
OOOOOOOOOOOOOOOOOO OOOOO OOOO
41
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NV(Is_ better qualifications for work
NVQs are the work qualifications that employers havealways been asking for, because NVQs measurs: what youcan do, as well as how much you know and understandabout the job you do.
Practical, work-based qualifications
An NVQ is the ideal qualification for people who intend towork, or already work, in a particular industry, service orbusiness. On-the-job training is more relevant than book-learning, so the ability to run an organisation or repair amotor vehicle is what counts, rather than having GCSEs.
For every industry and business
NVOs are already available for most kinds of work (and therange is constantly being added to, in order to meet new
employment needs).
NVQs are written proof of usable workplace skills which canbe put to profitable use by an employer straight away. Theyrange from basic Level 1, for everyday routine tasks, up to
Level 5 professional skills so there's a way to develop skillsand build a career ladder that benefits both employer andemployee.
For every kind of person
There is training for NVQs, but there's no laid-down courseof study: someone anyone of any age, provided they'reover 16 who can prove the ability to do the job, with therequired degree of skill, is entitled to be assessed for an
NVQ.
An NVQ is recognition and certification of someone's abilityto perform specific tasks. It may involve study to reach theappropriate level. On the other hand, some candidates oremployees may already possess the necessary skillsacquiring an NVQ certificate can be valuable recognition ofthose skills, especially in areas where previously no formalqualification existed.
42
NVQsCatering and HospitalitySupervisory ManagementLevel 3
Page
Food and Drink Service Counter NVQ Level 3 6
Food and Drink Service Drinks NVQ Level 3 7
Food and Drink Service Table NVQ Level 3 8
Food and Drink Service Wine Service NVQ Level 3 9
Food Preparation and Cooking NVQ Level 3 11
Housekeeping NVQ Level 3 12
Reception - Functions NVQ Level 3 13
Reception - General NVQ Level 3 14
Reception Portering NVQ Level 3 15
4 3
The following units are common to and form part ofall the NVQs in this booklet
Maintain customer satisfaction
Establish and maintain a rapport with individual customers
Respond to requests and enquiries and provide informationon products and services
Deal with individual customer complaints
Control the receipt, storage and issue of resources
Monitor and control the receipt of goods
Control the storage of stock/goods
Control the issue of stock/goods
Implement the physical stock take within area ofresponsibility
Contribute to the training and development ofteams, individuals and self to enhance performance
Contribute to planning the training and development ofteams and individuals
Contribute to training and development activities for teamsand individuals
Contribute to the assessment of teams and individualsagainst training and development objectives
Develop oneself within the job
Contribute to the planning, organisation andevaluation of work
Contribute to planning work activities and methods toachieve objectives
Organise work and assist in the evaluation of work
Provide feedback on work performance to teams andindividuals
k
4 4
Monitor and maintain the health, safety andsecurity of workers, customers and other membersof the public
Maintain security/safety procedures in own area ofresponsibility
Monitor and maintain the health and safety of workers,customers and other members of the public
Maintain a healthy and safe working environment
Provide information and advice for action towardsmeeting organisational objectives
Obtain, evaluate, record and store information
Provide inforniation and advice
45
Catering and Hospitality Supervisory.Management Level 3
Food and Drink Service CounterNVQ Level 3
Includes the six units common to all Catering &Hospitality Supervisory Management NVQs atlevel 3 (listed at the beginning of this booklet) and:
Implement sales development activities
Maintain practices and procedures for handlingcash/cash equivalents
Maintain the food counter service
Prepare the food service and customer areas
Maintain the counter service to the customer
Maintain service equipment
Contribute to the identification of equipment andsupply needs
Maintain the cleaning programme, furnishings anddecorative order
Maintain the cleaning programme for own area ofresponsibility
Maintain furnishing and decorative order in service andcustomer areas
46
:
Food and Drink Service Drinks
NVQ Level 3
Includes the six units common to all Catering &Hospitality Supervisory Management NVQs atlevel 3 (listed at the beginning of this booklet) and:
Implement sales development activities
Maintain practices and procedures for handlingcash/cash equivalents
Maintain the drink service
Prepare the drink service area
Maintain the drink service to the customer
Supervise operations within licensing laws
Monitor customer behaviour to minimise disruption to theservice
Maintain service equipment
Contribute to the identification of equipment andsupply needs
Maintain the cleaning programme, furnishings anddecorative order
Maintain the cleaning programme for own area ofresponsibility
Maintain furnishing and decorative order in service andcustomer areas
oi\ 47
Food and Drink Service Table
NVQ Level 3
Includes the six units common to all Catering &Hospitality Supervisory Management NVQs atlevel 3 (listed at the beginning of this booklet) and:
Implement sales development activities
Maintain practices and procedures for handlingcash/cash equivalents
Maintain the table service
Implement procedures for the preparation of the tableservice
Maintain the table service to the customer
Maintain service equipment
Contribute to the identification of equipment andsupply needs
Maintain the cleaning programme, furnishings anddecorative order
Maintain the cleaning programme for own area ofresponsibility
Maintain furnishing and decorative order in service andcustomer areas
48
Catering and Hospitality SupervisoryManagement Level 3
Food and Drink Service Wine ServiceNVQ Level 3
Includes the six units common to all Catering &Hospitality Supervisory Management NVQs atlevel 3 (listed at the beginning of this booklet) and:
Implement sales development activities
Maintain practices and procedures for handlingcash/cash equivalents
Prepare and serve wines
Prepare service areas, equipment and stock for service
Determine customer needs for wines
Present and serve wine
Contribute to the planning, updating and format ofthe wine list
Plan and update the wine list
Design a wine list format
Prepare and serve spirits and liqueurs
Determine customers' needs for spirit and liqueurs andassociated products
Prepare service areas and serve spirits, liqueurs andassociated products
Maintain wine cellar and dispense bar
Maintain wine cellar
Maintain dispense bar
! ,
Catering and Hospitality Supervisory.Management Level 3
The following are recommended but are notessential for this NVQ
Oversee and maintain customer service
Oversee and maintain the greeting of customers and taking
orders
Oversee and maintain the service of customers' orders
hivestigate and deal with customers' complaints
Prepare, cook and serve food in a food service area
Carve, fillet, joint and serve dishes at the table
Prepare and serve food using a gueridon
Cook and finish dishes in a restaurant
50
Catering-and Hospitality. SupervisoryManagement Level-3 11
Food Preparation and CookingNVQ Level 3
Includes the six units common to all Catering &Hospitality Supervisory Management NVQs atlevel 3 (listed at the beginning of this booklet) and:
Maintain food production operations
Maintain the production of food
Maintain portion control
Maintain food production quality control systems andprocedures
Maintain kitchen equipment
Contribute to the identification of equipment andsupply needs
Maintain the cleaning programme for kitchen areasand equipment
The following are recommended but are notessential for this NVQ
Maintain the vending machine service
Coordinate the food delivery service
51
,*cz.I Ii1.71.:14'
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..
HousekeepingNVQ Level 3
Includes the six units common to all Catering &Hospitality Supervisory Management NVQs atlevel 3 (listed at the beginning of this booklet) and:
Maintain the housekeeping service
Maintain the housekeeping service
Maintain the linen service
Maintain equipment for rooms, publie and working areas
Contribute to the identification of equipment andsupply needs
Create, maintain and enhance productive workingrelationships
Enhance productive working relationships with colleaguesand those for whom one has supervisory responsibility
Enhance productive working relationships with one'simmediate manager
Identify and minimise interpersonal conflict
Contribute to the implementation of disciplinary andgrievance procedures
Maintain the cleaning programme, furnishings anddecorative order
Maintain the cleaning programme for own area of
responsibility
Maintain furnishing and decorative order in service and
customer areas
52
Reception FunctionsNVQ Level 3
Includes the six units common to all Catering &Hospitality Supervisory Management NVQs atlevel 3 (listed at the beginning of this booklet) and:
Implement sales development activities
Supervise the running of a function/event
Oversee the preparation and running of the function/event
Implement procedures for the closing of the function/event
Contribute to the identification of equipment andsupply needs
Create, maintain and enhance productive workingrelationships
Enhance productive working telationships with colleaguesand those for whom one has supervisory responsibility
Enhance productive working relationships with one'simmediate manager
Identify and minimise interpersonal conflict
Conttbute to the implementation of disciplinary andgrievance procedures
53
Reception General
NVQ Level 3
Includes the six units common to all Catering &Hospitality Supervisory Management NVQs atlevel 3 (listed at the beginning of this booklet) and:
Implement sales development activities
Maintain practices and procedures for handlingcash/cash equivalents
Maintain the front office service
Maintain the front office service
Maintain reservations and booking procedures
Maintain systems for obtaining, processing anddisseminating information
Produce statistical data and reports
Contribute to the provision of personnel
Contribute to the identification of personnel requirements
Contribute to the selection of personnel
The following is recommended but is not essentialfor this NVQ
Maintain practices and procedures for handlingforeign cash/cash equivalents
5 4
NU.", :. 4
:
. :
Supervisory ManagementReception PorteringNVQ Level 3
Includes the six units common to all Catering &Hospitality Supervisory Management NVQs atlevel 3 (listed at the beginning of this booklet) and:Implement sales development activities
Maintain practices and procedures for handlingcash/cash equivalents
Maintain the portering/concierge service
Contribute to the provision of personnel
Contribute to the identification of personnel requirements
Contribute to the selection of personnel
The following is recommended but is not essentialfor this NVQMaintain practices and procedures for handlingforeign cash/cash equivalents
. S3 1.. 1-..- '.- ... ,:-;.--1-.. . . .
". ',:."-0,- v...:::;,...4........L.!. ;=_-,....' ,..1'...:` '.:..,fi_ ..:',,. : .*:..._:____,,r".j......". BEST COPY AVAII AM ..V.. .
J, .; I
1
BTEC _ builds better qualifications for work
BTEC is the Business & Technology Education Council, anindependent body which awards National VocationalQualifications (NVQs).
BTEC authorises firms or colleges to carry out NVQ trainingand assessment. It also appoints external verifiers whocheck that trainees' work meets NVQ standards.
BTEC itself does not do NVQ training. But it constantlymonitors the providers and assessors to ensure that NVQtrainees develop the necessary skills to the standardsrequired by industry.
1st EditionMay 1994Issued by the MarketingServices DepartmentOrder code Z-151-4Further copies of this leaflet c.re available free horn:Publications Despatch, STEC, Central House,Upper Woburn Place, London WC1H OHH
Business &Technology Education CouncilA REGISTERED CHARITY
CENTRAL HOUSE, UPPER WOBURN PLACE, LONDON WC1H OHH
,-h
BTEC
NIL
better
qualifications
for better
jobs
NATIONAL VOCATIONAL QUALIFICATIONS
Catering & HospitalityManagement
57
Niffis_ better qualifications for work
MVOs are the work qualifications that employers havealways been asking for. because NVOs measure what youcan do. as well as how much you know and understandabout the job you do
Practical, work-based qualifications
An NVO is the ideal qualification for people who intend towork. or already work, in a particular industry, service orbusiness On-the-job training is more relevant than book-learning, so the ability to run an organisation or repair amotor vehicle is what counts. rather than having GCSEs.
For every industry and business
NVOs are already available for most kinds of work (and therange is constantly being added to, in order to meet newemployment needs).
NVOs are written proof of usable workplace skills which canbe put to profitable use by an employer straight away. Theyrange from basic Level 1, for everyday routine tasks, up toLevel 5 professional skills so there's a way to develop skillsand build a career ladder that benefits both employer andemployee.
For every kind of person
There is training for NVOs. but there's no laid-down courseof study: someone anyone of any age. provided they'reover 16 who can prove the ability to do the lob, with therequired degree of skill, is entitled to be assessed for anNVO
An NVO is recognition and certification of someone's abilityto perform specific tasks. It may involve study to reach theappropriate 'evel. On the other hand, some candidates oremployees may already possess the necessary skillsacquiring an NVO certificate can be valuable recognition ofthose skills, especially in areas where previously no formalqualification existed
Catering and Hospitality Management-Level 4
NVQs
Catering and HospitalityManagementLevel 4
Page
Food and Drink Service Drinks iN0 Level 4 7
Food and Drink Service Food NVO Level 4 9
Food Preparation and Cookino :;VO Level 4 10
Housekeeping NVO Level 4 12
Reception Functions N\10 Level 4 13
Reception General NVO Level 4 14
53t..
The following units are common to and form partof all the NVQs in this booklet
Develop customer satisfaction
Establish and maintain a rapport with thecustorner
Maintain systems for providing customer information
Establish and maintain systems and prccedures to obtain
customer feedback
Deal with customer complaints
Monitor customer complaints to identify trends and developimprovement plans
Maintain the supply of equipment and supplies
Identify and evaluate supply sources
Agree supply details and order goods
Record, monitor and operate cost controls
Operate a system to record and monitor materialsexpenditure
Operate a system to monitor and record business expenses
Contribute to the operation of a payroll system and labour
cost controls
Control budgets
Provide information for the preparation of draft budgets
Monitor performance of a responsibility centre againstbudget and respond to variances
Contribute to the recruitment and selectionof personnel
Define future personnel requirements
Contribute to the assessment and selection of candidatesagainst team and organisation requirements
60
,1:Ailgki
. I
.
Catering and Hotpitality ManagementLevel 4
Create, maintain and enhance effective workingrelationships
Establish and maintain the trust and support of personnei
Establish and maintain the trust and support of one'simmediate manager
Establish and maintain ielationships with colleagues
Identify and minimise interpersonal conflict
Implement disciplinary and grievance procedures
Counsel staff
Plan, allocate and evaluate work carried out byteams, individuals and self
Set and update work objectives tor teams and individuals
Plan activities and determine work methods to achieveobjectives
Allocate work and evaluate teams. indiViduals and selfagainst objectives
Provide feedback to teams and individuals on theirperformance
Develop teams, individuals and self to enhanceperformance
Develop and improve teams through planning and activities
Identify, review and improve development actwities forindividuals
Develop oneself within the lob role
Establish and control the health, safety and securityof other workers and members of the public
Establish and maintain security/safety procedures in ownarea of responsibility
Develop and maintain a healthy and safe workingenvironment
Inspect and monitor the working environment againsthealth and safety requirements
Appraise the environmental and area of responsibilityrequirements against health and safety policies
CLIPS/ AVATI AM N. LI I
;
Seek, evaivate and organise information for action
Obtain and evaluate information to aid decision making
Record and store information
Contribute to the implementation of change in
services, products and systems
Contribute to the evaluation of proposed changes toservices, products and systems
Implement and evaluate changes to services, products and
systems
6
Food and Drink Service Drinks
NVQ Level 4
Includes the 11 common units listed at thebeginning of this booklet and:
Manage systems for handling cash/cash equivalents
Manage the drink service
Establish and implement procedures for the preparation ofthe drink service area
Manage the drink service to the customer
Manage establishment within licensing laws
Monitor customer behaviour and deal with recurringproblems to minimise disruption to the service
Control service equipment
Make recommendations for improving the layout of theservice and customer areas
Produce and maintain a cleaning programme andmaintain furnishings and decorative order
Produce and update a cleaning programme for own area ofresponsibility
Maintain the cleaning progr amrne for own area ofresponsibility
Evaluate, improve and maintain furnishings and decorativeorder in service and customer areas
Contribute to the planning of, r.id implement salesdevelopment activities
Contribute to the planning of sales development activit ies
Implement sales development activities
1 BEST COPY AVAILABLE4 .1* 1/4,
63
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2477":"'.t.
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-
The following are recommended but are notessential for this NVQ
Plan customer entertainments
Design a menu format
6 4
"Orggii1144/4+:;SNV:
: II : .
Food and Drink Service Food
NVQ Level 4
Includes the 11 common units listed at thebeginning of this booklet and:
Manage systems for handling cash/cash equivalents
Manage the food service
Establish and implement p:ocedures tor the prepaiationthe food service and customer areas
Maintain the food service to me customer
Control service equipment
Make recommendations for improving the layout of the
service and customer areas
Produce and maintain a cleaning programme andmaintain furnishings and decorative order
Produce and update a cleaning programme for own area of
responsibility
Maintain the cleaning programme for own area of
responsibility
Evaluate, improve and maintain furnishings and decorativeorder in service and customer areas
Contribute to the planning of, and implement salesdevelopment activities
Contribute to the planning of sales development activities
Implement sales development activities
The following is recommended but is not essentialfor this NVQ
Manage the vending machine service
65
Caiering and HospitalityjVlanagement- Level 4
Food Preparation and CookingNVQ Level 4
Includes the 11 common units listed at thebeginning of this booklet and:
Manage food production operations
Manage the production oi food
Control kitchen equipment
Make recommendations for improving the layout of the
kitchen areas
Identify equipment and supply requirements
Identify and evaluate supply needs to meet demands
Identify and assess equipment needs to meet demands
Control and evaluate the stock take within area ofresponsibiaty
Reconcile physical stock against documented informationand evaluate discrepancies
Produce and maintain a cleaning programme for thekitchen areas
Produce and update a cleaning programme tor the kitchenareas
Maintain the cleaning programme for the kitchen areas and
equipment
Plan food production operations
Establish and maintain portion control
Produce and update a food production plan
Establish and update food production quality controlsystems and procedures
Plan menu, introduce and develop recipes
Introduce and develop new recipes
Plan and update a menu
63
6t4,40 41'*xy$*7.$ tek "
The following are recommended but are notessential for this NVQ
Manage the vending machine service
Plan menu, introduce and develop recipes forspecial dietary requirements
Introduce and develop new recipes for special dietary
requirements
Plan and update a menu for special dietary requirements
Design a menu format
67
Catering and Hospitzility Management12 Level 4
, :1 r':.*
HousekeepingNVQ Level 4
Includes the 11 common units listed at thebeginning of this booklet and:
Manage the housekeeping service
Manage the housekeeping service
Manage the linen service
Control equipment for rooms. public and working
Make recommendations for improving the layout ofpublic and working areas
Identify equipment and supply requirements
Identify and evaluate supply needs to meet demands
Identify and assess equipment needs to meet demands
Control and evaluate the stock take within area ofresponsibility
Reconcile physical stock against documented informationand evaluate discrepancies
Produce and maintain a cleaning programme andmaintain furnishings and decorative order
Produce and update a cleaning programme for own aa cfiesponsibility
Maintain the cleaning programme for own area 01responsibility
Evaluate, improve and maintain furnishings and deooraiivorder in service and customer areas
114
I ;.7
.
Catering and Hospitality ManagementLevel 4 13
Reception Functions
NVQ Level 4
Includes the 11 common units listed at thebeginning of this booklet and:
Manage the running of a function/event
Manage the preparation and running of the tuncuon/event
Manage the closing of the function/event
Identify equipment and supply requirements
Identify and evaluate supply needs to meet demands
Identify and assess equipment needs to meet demands
Contribute to the planning of, and implement salesdevelopment activities
Contribute to the planning of sales development activities
Implement sales development activities
Plan a function/event
Plan a function/event
Promote the function/event facilities
The following are recommended but are notessential for this NVQ
Plan customer entertainments
Design a menu format
.
e . "- '1 " .JO .
Catering andliospitality Management14 /Level 4
411* '.11"et' ;
"t. "Ps '11' *4, 1,411,c.. .
:
Reception General
NVQ Level 4
Includes the 11 common units listed at thebeginning of this booklet and:
Manage systems for handling cash/cash equivalents
Manage the front office service
Manage the -rit office service
Maintain reserVations and booking procedures andmaximise revenue
Provide an information and advice service to the custoniei
Manage systems for obtaining, processing anddisseminating information
Produce and utilise statistical data and reports
Exchange information with external agencies
Exchange information to solve problems and makedecisions
Lead meetings and group discussions t() solve problems and
make decisions
Contribute to discussions to solve problems arid make
decisions
Advise and inform ot hers
Contribute to the planning of, and implement salesdevelopment activities
Contribute to the planning of sales development activities
Implement sales development activities
70
I :
The following are recomMended but are notessential for this NVQ
Manage systems for handling foreign cash/cashequivalents
Manage the portering/concierge service
Manage the portering/concierge service
Provide an information and advice service to the customer
Exchange information with external agencies
71
BTECbuilds better qualifications for work
the Business Technology 1,,(lucdtion (;orinell. iH
independent body which ilwdids Nat1011,11Ori;Imicduon!; (.N\ic )s)
VFW, authorises firms Or colleges to carry out NV() tioilungAssOssIlleIll It also appoints extelnal verifiers who
cheek drat Llainees work meets NVO standards
WIT( ii5;elf does not do NVO training But it constantly11101111.01s the providers and assessors to ensure that NV()trairwes develop the necessary skills tc the standardsreciured by industry
Your next step
Please see your training officer or personnel department,talk to the local careers advisory service, or contactcolleges in your area. Your Training and EnterpriseCouncil may also be able to help.
The occupational standards for these NVC1s are availablefrom:HCTCInternational HouseHigh StreetEalingLondon W5 5DBTel 0181 579 2400
2nd EditionJune 1995Order code Z-153-4Further copies of this leaflet are available free from.SPS (BTEC Orders Dept), Airfield Industrial Estate, Warboys,Huntingdon, Cambs, PE17 2TBFax: 01487 822170
BTEC
Business & Technology Education CouncilA REGISTEREQ CHARITY
CENTRAL HOUSE, UPPER WOBURN PLACE, LONDON WO114;0HTEL0171414000
VOI LTVIMUT17:61631.11MOSSIMINIMIIIIIIIs
,4,1