This is our chance to get hospitality and catering into schools Welcome.  This is our chance to get not just cooking but hospitality back on the national curriculum We have put together proposed content for a new Hospitality and Catering Diploma in schools.  We would really value your views on whether we are on track.  Without it, we can’t get the right qualification and we will miss a massive opportunity. This questionnaire will take about 10-15 minutes to complete, depending how fast you go.  There are points at which you can skip a section if you run out of time.  The bar at the bottom shows your progress through the questions. Thank you in advance for your help.   The new hospitality and catering Diplomas - In 2009, a new Diploma will be available in schools offering young people the chance to learn skills and knowledge for a career in hospitality and catering - Broadly speaking there will be two levels of Diploma.  One will be for young people aged 14-16 and the other for young people aged 16-18. - The Diploma for 14-16 year olds will be around 800 hours long.  It will be roughly equivalent to 5 traditional GCSEs.  At present young people can study up to around 10 GCSEs so the Diploma will be taken along with traditional subjects (e.g. maths, history, art, etc) - The Diploma for 16-18 year olds will be equivalent to around 3 GCE 'A' levels. Any student who chooses it should be able to enter a degree course if he or she wishes to. The qualification must therefore develop some skills for progression to higher education. Important We want to excite and inspire young people, but first we have to work out the content.  The Diploma won't be in schools until 2009 so we have time to work out how to present it to really excite a 14-16 year old.  Right now, we want your views on the content.   Section 1 - A Diploma for students aged 14-16 The Diploma will be made up of topics.  Each will cover a key area e.g. customer service.   We will show you a number of topics that could be in the Diploma.  We would like your thoughts on the importance of these topics and the detail within them. Topic 1 - Welcome to the world of hospitality and catering To help Diploma students understand the huge size of the industry, its main functions  its different sub-sectors, the variety of jobs within it, career paths and the different skills required.     Q1 How important is this topic?   Very important Quite important Not very important Q2 How important are the following aspects?     Very important   Quite important   Not very important   Size and structure of the industry (jobs, establishments, etc)       Different industry sectors (restaurants, pubs, hotels, contract catering, etc)       Career paths and progression within the industry       Skills, knowledge and personal qualities needed for a good career       Average and potential earnings in the industry compared to other industries     Q3 Anything else you would include? (Please add below) Topic 2 - The team and your role in it What good team work is and what happens when it breaks down.  The need to play your part (turn up on time, dress properly, be courteous, have a “can do” attitude).   Q4 How important is this topic?   Very important Quite important Not very important Q5 How important are the following aspects?     Very important   Quite important   Not very important   How are teams formed, what are the stages?       What makes a really good team       What are the roles within a team and how do they interact       What makes a team underperform and how can this be addressed?       Conflict within teams and how to deal with it     Q6 Anything else you would include? (Please add below) Topic 3 - Personal Communication - your key to success The importance of communication. Communication styles used by 14-16 year olds at school are very different to what's needed at work. Q7 How important is this topic?   Very important Quite important Not very important Q8 How important are the following aspects?     Very important   Quite important   Not very important   Why clear and appropriate communication is important       What can go wrong when communication breaks down?       Verbal and written communication and the need to get it right (e.g. no spelling errors)       Other forms of communication and their importance to different cultures (e.g. body language)     Q9 Anything else you would include? (Please add below) Topic 4 - The customer is king Who is the customer?  How can we provide the best service no matter what?  How do we know how well we are doing? Q10 How important is this topic?   Very important Quite important Not very important Q11 How important are the following aspects?     Very important   Quite important   Not very important   Who is the customer (e.g. business, leisure, etc?)       Why and how do different businesses attract different customers?       Just what does the customer have a right to expect?       What does ‘excellent’ customer service represent?       How to deal with and respond to customer queries       Handling complaints and dealing with difficult situations       Putting yourself in the shoes of your customer (empathy)     Q12 Anything else you would include? (Please add below) Topic 5 - Health and safety - yours and those around you This topic covers the legislative requirements of health and safety where most employers need to train new staff.  Students will therefore gain transferable knowledge and become more “job ready”. Q13 How important is this topic?   Very important Quite important Not very important Q14 How important are the following aspects?     Very important   Quite important   Not very important   Food Safety (and the potential severe implications)       Health and safety       Control of substances hazardous to health (COSH)       Manual handling, lifting     Q15 Anything else you would include? (Please add below) Topic 6 - Cash counts! Understanding the key calculations used by operators in the industry (gross profit, yield management, portion control, VAT, etc).  Understanding that business is about cash flow, income and profit.   Q16 How important is this topic?   Very important Quite important Not very important Q17 How important are the following aspects?     Very important     Quite important   Not very important   Working out gross profit and other useful calculations       The importance of cash flow in keeping the business alive       Basic strategies to increase income and reduce costs       A very basic balance sheet and what it means       Security of cash and stock in the business - preventing fraud or theft       Stock control and link between stock levels and cost     Q18 Anything else you would include? (Please add below) Topic 7 - Management and leadership - driving the business forward Examples of what being a manager involves and what happens as a result of ‘bad management’.  Basic principles of management practice and examples of excellent management and leadership. Q19 How important is this topic?   Very important Quite important Not very important Q20 How important are the following aspects?     Very important   Quite important   Not very important   The importance of management and leadership in the modern business       The qualities of good leaders       The qualities of good managers       The importance of training and empowering staff       Helping your manager get the best out of you and the business       Your potential route to a management career     Q21 Anything else you would include? (Please add below) Topic 8 - Planning an event Students will cover marketing and promotional techniques.  They will learn about targeting different groups of customers and how to plan an event.   Q22 How important is this topic?   Very important Quite important Not very important Q23 How important are the following aspects?     Very important   Quite important   Not very important   What is an ‘event’? (Examples of what an event can be)       Identifying your customers and ways to reach them       The cost of targeting the wrong audience or not getting the message right       Setting objectives for the event (financial, awareness, etc)       How the event will run - roles, responsibilities and your place in the team       Key partners - internal and external - and their roles in the event       Ways to evaluate the event - was it a success?     Q24 Anything else you would include? (Please add below) Topic 9 - Food and Beverage service How food and drink beverage varies - in pubs, restaurants, hospitals, etc.  An overview of what’s involved in each of these industry sectors and key knowledge of products and services.   Q25 How important is this topic?   Very important Quite important Not very important Q26 How important are the following aspects?     Very important     Quite important   Not very important   Different environments for food and drink service (restaurant, hotel, pub)       The origins of different food and examples of different dishes (British, European, Indian etc)       Food vs drink - gross profit ratios in different organisations       Popular drinks (wine, beers, spirits, soft drinks)       Different types of service (counter, table, silver)       Setting up a service area, laying a table, preparing for service       Serve food and drink in a safe, hygienic, and professional manner       Targeting the customer (pre-theatre, family menus, à la carte, etc)     Q27 Anything else you would include? (Please add below) Topic 10 - Accommodation This topic will cover not just the important role of receiving customers but also the increasing importance on maximising occupancy, revenue, etc.   Q28 How important is this topic?   Very important Quite important Not very important Q29 How important are the following aspects?     Very important   Quite important   Not very important   The different front of house functions and what they involve       Accommodation services provided by different organisations for different customers       How bookings are taken, recorded, customers checked in, accounts raised       Maximising revenue and occupancy       Providing quality customer service       Ensuring security at front of house     Q30 Anything else you would include? (Please add below) Topic 11 - Food preparation and cooking Should all students learn about and do some cooking?  This topic will cover basic knowledge around key areas of food preparation and cooking including fish, meat, poultry, vegetables, pasta.  Students will learn about these foods and prepare a selection of basic dishes (yet to define).   Q31 How important is this topic?   Very important Quite important Not very important Q32 How important are the following aspects?   Very important   Quite important   Not very important   How organisations set their menus and the customers they are trying to attract       Where food comes from       How food can be prepared and cooked       The importance of correct sourcing of food and ingredients (particularly regarding allergies and food safety)       The different equipment used to prepare and cook food       Actual preparing and cooking of food       Where to buy food and what is it in       Nutrition and health       The role of the chef at different level and career paths available     Q33 Anything else you would include? (Please add below) Topic 12 - Welcoming the international visitor International visitors will become increasingly important.  Students will learn some basic elements of one or more foreign languages (e.g. meeting, greeting, answering basic queries such as giving directions, recommending places to visit, etc). Q34 How important is this topic?   Very important Quite important Not very important Q35 How important are the following aspects?     Very important   Quite important   Not very important   Be able to conduct short conversations in another language       Be able to provide and understand directions in another language       Be able to read, understand and translate everyday text from another language       Be able to write everyday text in another language       Understand key cultural differences (e.g. do some cultures require shaking hands with both hands? etc)     Q36 Which languages do you think should be included? (please tick the three which are the highest priority)   Chinese French German Italian Japanese Polish Russian Spanish   Other (please state) Q37 Anything else you would include? (Please add below) Topic 13 - Setting up your own business This topic will show the our industry has from entrepreneurs.  It will show how to set up a business, help available and pitfalls to avoid. Q38 How important is this topic?   Very important Quite important Not very important Q39 How important are the following aspects?     Very important   Quite important   Not very important   Setting up a new business - product, price, place, promotion, people, premises,       Raising money to set up a business and maintaining cash flow       Legislation and its impact on the business       Legal aspects of providing a hospitality service (e.g. trades description Act, etc)       Deciding what to offer the customer and how this fits with your local market       Setting out a business plan - your key business objectives       Recruiting and training the staff you need       Help and support when setting up a business     Q40 Anything else you would include? (Please add below) Topic 14 - Healthier food and special diets Basic nutrition such as different food groups, vitamins, etc to help students develop understanding and be able to look for advice on special diets (religious, vegan, allergies etc). Q41 How important is this topic?   Very important Quite important Not very important Q42 How important are the following aspects?     Very important     Quite important   Not very important   The importance of diet in a healthy lifestyle       Industry trends around healthier eating       What are the basic food groups and their nutritional value?       Government guidelines around health and nutrition       Illnesses that can result from poor diet       Providing for particular diets (vegetarian, vegan, kosher etc)       Allergic reactions to food and what to do if a reaction occurs       Techniques to maintain higher nutritional value of food during cooking       Communicating the content of food to customers     Q43 Anything else you would include? (Please add below) Q44 Do you have any other thoughts or comments? Are there any other things that you would like to tell us about the Diploma for 16 year olds?  Have we missed any topics out, is there more to add?     Thanks for your contribution  so far, can you help a bit more? Thank you, your comments will be invaluable in helping us get the Diploma right. This is one of the most important opporttopicies that our industry has to get hospitality and catering firmly back in the classroom, show students what it can really offer and help them develop the right skills and knowledge that you as an employer need. Q45 Are you able to do the same thing now for the second Diploma for students aged 16-18 and equivalent to 3 GCE ‘A’ levels?  This will take about 5 minutes.     Yes, please give me the questions No, I don’t have time at present Section 2 - A Diploma for students aged 16 - 18 - The 16-18 Diploma is to prepare students for work but also for university if they choose that route.  We are therefore seeking to develop some wider thinking and skills useful for undergraduates. - We are trying to provide a progression from the 14-16 Diploma you have just commented on.  Some topics cover the same topics, but the content is generally more advanced. Topic 1 - Hospitality and catering - the wider picture A recap on the hospitality industry and its role as a major part of the UK tourism offer.  Comparison of hospitality in the UK with hospitality in the USA and key European markets.  A look at the wider political, economic, social and technological factors that affect the business cycle.   Q46 How important is this topic?   Very important Quite important Not very important Q47 How important are the following aspects?     Very important   Quite important   Not very important     The role of hospitality as a key player in the tourism market       Comparison of hospitality in the UK, USA and key European markets       Trends and changes in the industry over the last five years       Understanding of the wider political, social etc factors that affect business performance       Trends looking likely for the future       Strategies organisations use to minimise risk against these factors       Some key players/brands and how they have been successful (e.g. Forté)     Q48 Anything else you would include? (Please add below) Topic 2 - Building and developing effective teams This topic is about teams and how they are built (“team forming, norming and storming”).  It covers an understanding of the different personalities and preferences of individual members, matching strengths to particular tasks and identifying ways to help team members address development areas. Q49 How important is this topic?   Very important Quite important Not very important Q50 How important are the following aspects?     Very important     Quite important   Not very important   Building high performing teams - the stages they go through       The profiles of individual team members (Belbin profiles, Myers Briggs psychometric indicators, etc)       How to develop effective communication, roles, responsibilities and decision making for the team       How different individuals can contribute in different ways       Handling conflict - assertiveness vs aggression     Q51 Anything else you would include? (Please add below) Topic 3 - Advanced customer service The importance of communicating in different ways, formally, informally and ensuring that all staff understand the policies and procedures, especially when things go wrong.  Developing appropriate policies. Q52 How important is this topic?   Very important Quite important Not very important Q53 How important are the following aspects?     Very important   Quite important   Not very important   How to develop a customer care policy and communication policy       How to monitor customer relations and ensure a uniform way of treating customers well       Advanced techniques for customer profiling and identifying customer needs       Customer service and its link to financial performance       Case studies of excellent customer service     Q54 Anything else you would include? (Please add below) Topic 4 - Policies and plans for a safer business This topic will go beyond basic requirements and look at how to write policies and procedures on legislative areas as well as looking at the covers the legislative requirements of health and safety and the responsibility to keep others and self safe at work.   Q55 How important is this topic?   Very important Quite important Not very important Q56 How important are the following aspects?     Very important   Quite important   Not very important   Legislation on health and safety and food safety in hospitality and the employer’s liability       Introducing the hazard analysis plan       Writing and implementing a health and safety policy       Writing and implementing a food safety policy       Reviewing the effectiveness of policies and procedures     Q57 Anything else you would include? (Please add below) Topic 5 - Company structure and finance This topic focuses on wider financial analyses to look at how companies are structured and the high level financial information that can show how well they are performing.  It looks at the role of shareholders, their interests and the potential effect on the business.   Q58 How important is this topic?   Very important Quite important Not very important Q59 How important are the following aspects?     Very important   Quite important   Not very important   Company structures (groups, subsidiaries, affiliates, etc) and their financial relationships       Understand and interpret annual accounts       Calculate key business ratios - Return on Capital Invested, Acid Ratio, etc       Creditors v Debtors and strategies to balance them       Understanding the City, the importance of your shareholders and their effect on the business       Planning and forecasting your finances       Case studies of different organisations and the effect of financial decisions.     Q60 Anything else you would include? (Please add below) Topic 6 - Success through People Practical information for supervisors or team leaders.  Recruitment and development of team members leading from direction through empowerment and delegation.  How to handle day to day tasks such as scheduling, dealing with conflict and managing change.   Q61 How important is this topic?   Very important Quite important Not very important Q62 How important are the following aspects?     Very important     Quite important   Not very important   Employment legislation       Effective recruitment       Developing your team: from direction through to coaching, supporting and delegating       Practicalities - scheduling, illness, holiday, etc       Performance management and appraisal systems       Dealing with conflict       Managing change and its effect on team members       Managing upwards, getting the best from your manager     Q63 Anything else you would include? (Please add below) Topic 7 - Welcoming the international visitor Students will learn to speak in everyday language and be able to conduct short conversations, so that they can explain processes, translate words from menus, give directions, explain how to use public transport, and recommend places to visit and how to get to them.  They will feel comfortable speaking with visitors, although will not be required to be fluent in another language. Q64 How important is this topic?   Very important Quite important Not very important Q65 How important are the following aspects?     Very important   Quite important   Not very important   Have day to day conversations and answer a range of questions in one other language (apart from English)       Have day to day conversations and answer a range of questions in two or more other languages       Have day to day conversations and answer a range of questions in three or more other languages     Q66 Which languages do you think should be included? (please tick the three which are the highest priority)   Chinese French German Italian Japanese Polish Russian Spanish   Other (please state) Q67 Anything else you would include? (Please add below) Topic 8 - Starting your own business How to develop entrepreneurial skills and plans for running a business.  Risk analysis and understanding what activities make good profits.     Q68 How important is this topic?   Very important Quite important Not very important Q69 How important are the following aspects?     Very important   Quite important   Not very important   Entrepreneurial skills and how successful entrepreneurs have achieved       Develop a business plan       Marketing and promotion and its role in the business       Understanding margin - identifying which products to sell and which to drop     Q70 Anything else you would include? (Please add below) Topic 9 - Food, cooking and managing the process This topic covers cooking several dishes, but also managing the process of ensuring that food is prepared on time and to the order.  It will require actual food preparation and cooking as a starting point Q71 How important is this topic?   Very important Quite important Not very important Q72 How important are the following aspects?     Very important   Quite important   Not very important   Cooking and serving food (dishes to be confirmed)       Recap on food safety and health and safety in the kitchen (including allergies)       Designing menus based on customer demand and financial restraints       Sourcing food products       Key costs in running a kitchen       Preparing and cooking food to order and ensuring it is prepared on time and in conjunction with the kitchen team       The role of the chef in the preparation of food and co-ordination of activities       Quality control and dealing with problems     Q73 Anything else you would include? (Please add below) Topic 10 - Operations management in hospitality This topic will allow students to build a greater understanding of the industry and its key sectors.  Candidates will be asked to choose one or more of the following areas: Licensed retail (pubs, clubs, bars), Accommodation (largely hotels), Food and Beverage (largely hotels and restaurants), Contract Catering and Conferences and Events They will then be asked to complete a project covering a key aspect of one or more of these sectors (depending on which ones you feel should be covered)   Q74 How important is this topic?   Very important Quite important Not very important Q75 How important are the following aspects?     Very important   Quite important   Not very important   Licensed retail (pubs, clubs, bars)       Accommodation       Food and Beverage (largely hotels and restaurants)       Contract Catering       Conferences and events     Q76 Anything else you would include? (Please add below) Q77 FINALLY, Do you have any other thoughts or comments? Are there any other things that you would like to tell us about the Diploma for 16-18 year olds?  Have we missed any topics, is there more to add?   Section 3: About You Q78 Which of the following best describes you:   Employer College Lecturer College Head of Department University Lecturer University Head of Department School Teacher Parent (and not one of the above) School student aged 14-19   Other (please state) Q79 How did you hear about this questionnaire?   We need the following information for our analysis e.g. we need to be able to show how employers answered questions, how colleges answered, etc.  We will not use this information to contact you unless you have ticked the box below to ask us to.   Q80 Name Q81 Job title Q82 Organisation Q83 E-mail address Q84 Telephone number Q85 Please tick the boxes if you do not want:   to be offered the chance to participate further in the development of the Diploma to be kept updated via a short email, every two months, on progress on the Diploma to receive a quarterly newsletter from People 1st updating on all aspects of hopsitailty training and development (you can unsubscribe any time) Thank you once again for your help.  It is so important to get this right and make sure this new Diploma gets the best for both young people starting their future careers and the employers who will recruit and help them. If you have any further questions please email us at 14-19diploma@people1st.co.uk

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