City & Guilds
Level 2
QN: 500/9981/4
Curriculum Active
City & Guilds Level 2 NVQ Diploma in Hospitality Services
Official qualification regulated by Ofqual, awarded by City & Guilds. Classified as a Occupational Qualification. Total guided learning hours: 1671 hours.
Qualification Level
Level 2
Awarding Body
City & Guilds
Syllabus Units
58 Units
Guided Hours
1671 hrs
Instant access to interactive lessons, quizzes, and spaced revision.
Course Syllabus & Study Modules
Complete breakdown of verified curriculum topics and learning objectives.
1
Carry Out Periodic Room Servicing and Deep Cleaning
Verified
Key Learning Objectives:
- 0 Be able to carry out periodic room servicing, 0 Understand how to carry out periodic room servicing, 0 Be able to carry out periodic deep cleaning, 0 Understand how to carry out periodic deep cleaning
2
Clean and maintain soft floors and furnishings
Verified
Key Learning Objectives:
- Understand how to prepare to clean soft floors and furnishings
- understand how to maintain soft floors and furnishings
- be able to prepare to maintain soft floors and furnishings
- be able to maintain soft floors and furnishings
3
Clean drink dispense lines
Verified
Key Learning Objectives:
- Be able to clean drink dispense lines
- Understand how to clean drink dispense lines
4
Clean Windows from the Inside
Verified
Key Learning Objectives:
- 0 Be able to prepare to clean windows from inside, 0 Know how to prepare to clean windows from inside, 0 Be able to clean the inside surface of windows, 0 Know how to clean the inside surface of windows
5
Clean, maintain and protect semi-hard and hard floors
Verified
Key Learning Objectives:
- understand how to prepare to clean semi-hard and hard floors
- understand how to clean semi-hard and hard floors
- understand how to treat semi-hard and hard floors
- understand how to protect hard floors
- be able to prepare to clean semi-hard and hard floors
- be able to clean semi-hard and hard floors
- be able to protect hard floors
6
Cleaning and Servicing a Range of Housekeeping Areas
Verified
Key Learning Objectives:
- 0 Be able to clean and service toilet and bathroom areas, 0 Understand how to clean and service toilet and bathroom areas, 0 Be able to clean and service furnished areas, 0 Understand how to clean and service furnished areas, 0 Be able to dispose of waste, 0 Know how to dispose of waste
7
Collect Linen and Make Beds
Verified
Key Learning Objectives:
- 0 Be able to collect clean linen and bed coverings, 0 Understand how to collect clean linen and bed coverings, 0 Be able to strip and make beds, 0 Know how to strip and make beds
8
Complete Kitchen Documentation
Verified
Key Learning Objectives:
- Be able to complete kitchen documentation
- Understand how to complete kitchen documentation
9
Convert a Room for Dining
Verified
Key Learning Objectives:
- Be able to set up food dining areas
- Know how to set up food dining areas
- Be able to return food dining area to its original state
- Understand how to return food dining area to its original state
10
Deal with Arrival of Customers
Verified
Key Learning Objectives:
- 0 Be able to deal with the arrival of customers, 0 Know how to deal with the arrival of customers
11
Deal with Bookings
Verified
Key Learning Objectives:
- 0 Be able to deal with booking enquiries, 0 Know how to deal with booking enquiries, 0 Be able to confirm, cancel and amend bookings, 0 know how to confirm, cancel and amend bookings
12
Deal with Communications as Part of the Reception Function
Verified
Key Learning Objectives:
- 0 Be able to deal with incoming communications, 0 Know how to deal with incoming communications, 0 Be able to deal with outgoing communications, 0 Know how to deal with outgoing communications
13
Deal with customers across a language divide
Verified
Key Learning Objectives:
- prepare to deal with customers with a different first language, deal with customers who speak a different first language from their own
- know how to deal with customers across a language divide
14
Employment Rights and Responsibilities in the Hospitality, Leisure, Travel and Tourism Sector
Verified
Key Learning Objectives:
- Know employer and employee rights, responsibilities and own organisational procedures
- know factors that affect own organisation and occupation
15
Give customers a positive impression of yourself and your organisation.
Verified
Key Learning Objectives:
- establish rapport with customers
- respond appropriately to customers
- communicate information to customers
- understand how to give customers a positive impression of themselves and the organisation
16
Handle Mail and Book External Services
Verified
Key Learning Objectives:
- 0 Be able to handle mail and messages, 0 Know how to handle mail and messages, 0 Be able to book external services, 0 Know how to book external services
17
Maintain and deal with payments
Verified
Key Learning Objectives:
- Be able to maintain and deal with payments
- Know how maintain and deal with payments
18
Maintain cellars and kegs
Verified
Key Learning Objectives:
- Be able to maintain cellars
- Understand how to maintain cellars
- Be able to prepare kegs and gas for use
- Understand how to prepare kegs and gas for use
19
Maintain customer service through effective handover
Verified
Key Learning Objectives:
- agree joint responsibilities in a customer service team, check that customer service actions are seen through by working together with colleagues
- understand how to maintain customer service through effective handover
20
Maintain food safety when storing, holding and serving food
Verified
Key Learning Objectives:
- Be able to maintain food safety
- Be able to keep self clean and hygienic
- Know how to keep self clean and hygienic
- Be able to keep working area clean and hygienic
- Know how to keep working area clean and hygienic
- Be able to store food safely
- Know how to store food safely
- Be able to hold and serve food safely
- Know how to hold and serve food safely
21
Maintain food safety when storing, preparing and cooking food
Verified
Key Learning Objectives:
- 0 Be able to keep yourself clean and hygienic, 0 Know how to keep yourself clean and hygienic, 0 Be able to keep working area clean and hygienic
- Know how to keep working area clean and hygienic
- Be able to store food safely
- Know how to store food safely
- Be able to prepare, cook and hold food safely
- Know how to maintain food safety
- Know how to prepare, cook and hold food safely
22
Maintain Housekeeping Supplies
Verified
Key Learning Objectives:
- 0 Be able to receive and check housekeeping supplies, 0 Understand how to receive and check housekeeping supplies, 0 Be able to store and issue housekeeping supplies, 0 Understand how to store and issue housekeeping supplies
23
Maintenance of a safe, hygienic and secure working environment
Verified
Key Learning Objectives:
- Be able to maintain personal health and hygiene
- Know how to maintain personal health and hygiene, 0 Be able to help maintain a hygienic, safe and secure workplace, 0 Know how to maintain a hygienic, safe and secure workplace
24
Prepare and clear areas for counter and takeaway service
Verified
Key Learning Objectives:
- Be able to prepare areas for counter and takeaway service
- Know how to prepare areas for counter and takeaway service
- Be able to clear areas for counter and takeaway service
- Know how to clear areas for counter and takeaway service
25
Prepare and clear areas for table service
Verified
Key Learning Objectives:
- Be able to prepare service areas and equipment for table service
- Understand how to prepare service areas and equipment for table service
- Be able to clear dining and service areas after table service
- Understand how to clear dining and service areas after table service
- Be able to prepare customer and dining areas for table service
- Understand how to prepare customer and dining areas for table service
26
Prepare and clear the bar area
Verified
Key Learning Objectives:
- Be able to prepare customer and service area
- Understand how to prepare customer and service area
- Be able to clear customer and service area
- Understand how to clear customer and service area
- Be able to clean and store glassware
- Understand how to clean and store glassware
27
Prepare and cook fish
Verified
Key Learning Objectives:
- Be able to prepare and cook fish
- Understand how to prepare and cook fish
28
Prepare and cook meat and poultry
Verified
Key Learning Objectives:
- Be able to prepare and cook meat/poultry
- Understand how to prepare and cook meat/poultry
29
Prepare and finish simple salad and fruit dishes
Verified
Key Learning Objectives:
- Be able to prepare simple salad and fruit dishes
- Understand how to prepare simple salad and fruit dishes
- Be able to finish simple salad and fruit dishes
- Understand how to finish simple salad and fruit dishes
30
Prepare and present food for cold presentation
Verified
Key Learning Objectives:
- Be able to prepare and present food for cold presentation
- Understand how to prepare and present food for cold presentation
31
Prepare and serve cocktails
Verified
Key Learning Objectives:
- Be able to prepare areas and equipment for serving cocktails
- Know how to prepare areas and equipment for serving cocktails
- Be able to serve cocktails
- Understand how to serve cocktails
32
Prepare and serve dispensed and instant hot drinks
Verified
Key Learning Objectives:
- Be able to prepare equipment and work area for service
- Understand how to prepare equipment and work area for service
- Be able to prepare and serve hot drinks
- Understand how to prepare and serve hot drinks
33
Prepare and serve hot drinks using specialist equipment
Verified
Key Learning Objectives:
- Be able to prepare work area and equipment for service
- Know how to prepare work area and equipment for service
- Be able to prepare and serve hot drinks
- Know how to prepare and serve hot drinks
34
Prepare and serve wines
Verified
Key Learning Objectives:
- Be able to prepare service areas, equipment and stock for wine service
- Understand how to prepare service areas, equipment and stock for wine service
- Be able to determine customer requirements for wine
- Understand how to determine customer requirements for wine
- Be able to present and serve wine
- Understand how to present and serve wine
35
Prepare Customer Accounts and Deal with Departures
Verified
Key Learning Objectives:
- 0 Be able to prepare and maintain customer accounts, 0 Understand how to prepare and maintain customer accounts, 0 Be able to deal with the departure of customers, 0 Understand how to deal with the departure of customers
36
Prepare Hot and Cold Sandwiches
Verified
Key Learning Objectives:
- Be able to prepare hot and cold sandwiches
- Understand how to prepare hot and cold sandwiches
37
Produce Basic Egg Dishes
Verified
Key Learning Objectives:
- 0 Be able to produce basic egg dishes, 0 Understand how to produce basic egg dishes
38
Produce Basic Fish Dishes
Verified
Key Learning Objectives:
- 0 Be able to produce basic fish dishes, 0 Understand how to produce basic fish dishes
39
Produce Basic Pasta Dishes
Verified
Key Learning Objectives:
- 0 Be able to produce basic pasta dishes, 0 Understand how to produce basic pasta dishes
40
Produce Basic Rice, Pulse and Grain Dishes
Verified
Key Learning Objectives:
- Be able to produce basic rice, pulse and grain dishes
- Understand how to produce basic rice, pulse and grain dishes
41
Produce Basic Vegetable Dishes
Verified
Key Learning Objectives:
- 0 Be able to produce basic vegetable dishes, 0 Understand how to produce basic vegetable dishes
42
Produce documents in a business environment
Verified
Key Learning Objectives:
- Understand the purpose of producing high quality and attractive documents in a business environment
- Know the resources and technology available and how to use them when producing documents in a business environment
- Understand the purpose of following procedures when producing documents in a business environment
- Be able to prepare for tasks
- Be able to produce documents to agreed specifications
43
Promote additional services or products to customers
Verified
Key Learning Objectives:
- identify additional services or products that are available, inform customers about additional services or products, gain customer commitment to using additional services or products
- understand how to promote additional services or products to customers
44
Provide a buffet and carvery service
Verified
Key Learning Objectives:
- Be able to prepare and maintain a buffet & carvery display
- Understand how to prepare and maintain a buffet & carvery display
- Be able to serve and assist customers at the carvery & buffet
- Understand how to serve and assist customers at the carvery & buffet
45
Provide a counter and takeaway service
Verified
Key Learning Objectives:
- Be able to serve customers at the counter
- Know how to serve customers at the counter
- Be able to maintain counter and service areas
- Know how to maintain counter and service areas
46
Provide a silver service
Verified
Key Learning Objectives:
- Be able to silver serve food
- Understand how to silver serve food
- Be able to clear finished courses
- Know how to clear finished courses
47
Provide reception services
Verified
Key Learning Objectives:
- Understand the purpose of reception services in a business environment
- Understand the procedures to be followed when providing reception services
- Understand ways of improving reception services and developing own role, Provide a reception service
48
Provide Tourism Information Services to Customers
Verified
Key Learning Objectives:
- 0 Be able to work with customers on their tourism information needs, 0 Understand how to work with customers on their tourism information needs, 0 Be able to seek tourism information and offer advice to customers, 0 Understand how to seek tourism information and offer advice to customers
49
Providing a Linen Service
Verified
Key Learning Objectives:
- 0 Be able to receive and check linen, 0 Understand how to receive and check linen, 0 Be able to store and issue clean linen, 0 Understand how to store and issue clean linen
50
Receive, store and issue drinks stock
Verified
Key Learning Objectives:
- Be able to receive drink deliveries
- Understand how to receive drink deliveries
- Be able to store and issue drinks stock
- Understand how to store and issue drinks stock
51
Resolve customer service problems
Verified
Key Learning Objectives:
- spot customer service problems, pick the best solution to re
- solve customer service problems, take action to re
- solve customer service problems
- know how to re
52
Serve alcoholic and soft drinks
Verified
Key Learning Objectives:
- Be able to take customers orders
- Understand how to take customers orders
- Be able to serve alcoholic and non-alcoholic drinks
- Understand how to serve alcoholic and non-alcoholic drinks
53
Serve food at the table
Verified
Key Learning Objectives:
- Be able to greet customers and take orders
- Understand how to greet customers and take orders
- Be able to serve customers’ orders and maintain the dining area
- Understand how to serve customers’ orders and maintain the dining area
54
Set Up and Close Kitchen
Verified
Key Learning Objectives:
- 0 Be able to prepare kitchen for food operations, 0 Understand how to prepare kitchen for food operations, 0 Be able to prepare food items for operation and service, 0 Understand how to prepare food items for operation and service, 0 Be able to close kitchen after operations, 0 Understand how to close kitchen after operations
55
Store and retrieve information
Verified
Key Learning Objectives:
- Understand processes and procedures for storing and retrieving information
- Be able to store information
- Be able to retrieve information
56
Use of Different Chemicals and Equipment in Housekeeping
Verified
Key Learning Objectives:
- 0 Be able to work using different chemicals, 0 Understand how to work using different chemicals, 0 Be able to work using manual equipment, 0 Understand how to work using manual equipment, 0 Be able to work using electrical equipment, 0 Know how to work using electrical equipment
57
Use office equipment
Verified
Key Learning Objectives:
- Know about different types of office equipment and its uses
- Understand the purpose of following instructions and health and safety procedures
- Understand how to use equipment in a way that minimises waste
- Know about the different types of problems that may occur when using equipment and how to deal with them
- Understand the purpose of meeting work standards and deadlines
- Understand the purpose of leaving equipment and the work area ready for the next user
- Be able to use office equipment
58
Working effectively as part of a hospitality team
Verified
Key Learning Objectives:
- Be able to plan and organise own work
- Be able to work effectively with team members
- Be able to develop own skills
- Know how to plan and organise own work
- Know how to work effectively with team members
- Know how to develop own skills
Regulatory & Verification Details
- Qualification Number (QN)
- 500/9981/4
- Regulated Status
- Available to learners
- Awarding Body
- City & Guilds
- Qualification Type
- Occupational Qualification
- Operational Start
- Aug 2010