How you’d get this certificate
- Zavmo teaches you. You learn the units one-to-one with an AI tutor, on your own work.
- You register with an approved centre. That is a college, training provider or employer iCan Qualifications Limited has approved to offer this qualification. Zavmo is not an approved centre, so you register with them, not with us.
- The centre assesses, and iCan Qualifications Limited awards. A qualified assessor at the centre judges your evidence, and the certificate comes from iCan Qualifications Limited.
The iCQ Level 3 NVQ Diploma in Hospitality Supervision and Leadership is aimed at those in supervisory or junior management roles within the hospitality industry who want to demonstrate their competence and develop their skills further towards a management role.
These are the units iCan Qualifications Limited registers against this qualification. It is a catalogue, not a syllabus. Which of them you take depends on the combination the qualification requires, and that is set by the awarding body rather than by us. Every unit here is regulated. Zavmo teaches towards them on your own work, and work done here is recognised as prior learning under the agreements we hold.
Zavmo is not an awarding body, is not an approved centre, and is not affiliated with iCan Qualifications Limited. It does the teaching and the mapping. iCan Qualifications Limited sets this qualification and awards it, and a qualified human assessor makes the assessment decision.
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What each unit actually teaches you to do
Contribute to Promoting Hospitality Products and Services Real unit · iCan Qualifications Limited
What you'll be able to do
- Demonstrate the ability to contribute to promoting hospitality services and products
- Understand how to plan the promotion of hospitality products and services
- Understand how to contribute to promoting hospitality products and services within an organisation
Contribute to the Development of Recipes and Menus Real unit · iCan Qualifications Limited
What you'll be able to do
- Contribute to the development of recipes and menus
- Understand how to plan the development of recipes and menus
- Understand how to contribute to the development of recipes and menus
Contribute to the Development of a Wine List Real unit · iCan Qualifications Limited
What you'll be able to do
- Contribute to the development of a wine list, offering informed suggestions and insights
- Understand how to plan the development of a wine list, considering factors such as customer preferences, food pairings, and budget
- Understand how to contribute to the development of a wine list, including researching wines, evaluating their quality, and making recommendations
Contribute to the control of resources Real unit · iCan Qualifications Limited
What you'll be able to do
- Contribute to the control of resources.
Contribute to the selection of staff for activities Real unit · iCan Qualifications Limited
What you'll be able to do
- Contribute to the selection of staff for activities
- Understand how to contribute to the selection of staff for activities
Develop working relationships with colleagues Real unit · iCan Qualifications Limited
What you'll be able to do
- Understand the benefits of working with colleagues.
- Establish working relationships with colleagues.
- Act in a professional and respectful manner when working with colleagues.
- Communicate with colleagues.
- Identify potential work-related difficulties and explore solutions.
Employment Rights and Responsibilities in the Hospitality, Leisure, Travel and Tourism Sector Real unit · iCan Qualifications Limited
What you'll be able to do
- Know employer and employee rights, responsibilities and own organisational procedures
- Know factors that affect own organisation and occupation
Ensure Food Safety Practices are Followed in the Preparation and Serving of Food and Drink Real unit · iCan Qualifications Limited
What you'll be able to do
- Demonstrate the ability to ensure food safety practices are followed in the preparation and serving of food and drink
- Understand the importance of ensuring food safety practices are followed in the preparation and serving of food and drink to prevent foodborne illnesses
- Understand how to ensure food safety practices are followed in the preparation and serving of food and drink, adhering to relevant regulations and guidelines
Improve the customer relationship Real unit · iCan Qualifications Limited
What you'll be able to do
- Improve communication with customers
- Balance the needs of customers and the organisation
- Exceed customer expectations to develop the relationship
- Understand how to improve the customer relationship
Lead a team to improve customer service Real unit · iCan Qualifications Limited
What you'll be able to do
- Plan and organise the work of a team.
- Provide support for team members.
- Review performance of team members.
Lead and manage meetings Real unit · iCan Qualifications Limited
What you'll be able to do
- Prepare to lead a meeting effectively, including setting the agenda and gathering relevant information
- Manage meeting procedures to ensure that meetings are productive and efficient
- Chair a meeting, facilitating discussion and ensuring that all participants have the opportunity to contribute
- Undertake post-meeting tasks, such as distributing minutes and following up on action points
Maintain the health, hygiene, safety and security of the working environment Real unit · iCan Qualifications Limited
What you'll be able to do
- Maintain the health, hygiene, safety and security of the working environment
- Understand the importance of maintaining the health, hygiene, safety and security of the working environment
- Understand how to maintain the health, hygiene, safety and security of the working environment
Manage the environmental impact of work activities Real unit · iCan Qualifications Limited
What you'll be able to do
- Understand the legal requirements and environmental policies that impact on own area of responsibility
- Understand how to assess the impact of work activities on the environment and how this can be minimised
- Assess and report on the environmental impact of work activities in own area of responsibility
- Organise work activities and resource use to minimise environmental impact
- Promote ongoing improvement in environmental performance
Manage the receipt, storage or dispatch of goods Real unit · iCan Qualifications Limited
What you'll be able to do
- Demonstrate the ability to manage the receipt, storage and dispatch of goods efficiently
- Understand how to manage the receipt, storage and dispatch of goods, including stock control and inventory management
Monitor and solve customer service problems Real unit · iCan Qualifications Limited
What you'll be able to do
- Solve immediate customer service problems effectively and efficiently
- Identify repeated customer service problems and options for solving them in the long term
- Take action to avoid the repetition of customer service problems by implementing appropriate solutions
- Understand how to monitor and solve customer service problems to improve overall customer satisfaction
Set objectives and provide support for team members Real unit · iCan Qualifications Limited
What you'll be able to do
- Communicate a team's purpose and objectives to team members.
- Develop a plan with team members showing how team objectives will be met.
- Support team members identifying opportunities and providing support.
Supervise Cellar and Drink Storage Operations Real unit · iCan Qualifications Limited
What you'll be able to do
- Supervise cellar and drinks storage operations
- Understand the requirements that need to be met when supervising cellar and drink storage operations
- Understand how to supervise cellar and drink storage operations
Supervise Drink Services Real unit · iCan Qualifications Limited
What you'll be able to do
- Supervise drinks services in a professional manner
- Understand the requirements that need to be met when supervising drink services, including legal and organisational requirements
- Understand how to supervise drinks services to ensure customer satisfaction and compliance with regulations
Supervise Food Production Operations Real unit · iCan Qualifications Limited
What you'll be able to do
- Demonstrate the ability to supervise food production operations effectively
- Understand how to plan food production operations, including resource allocation and scheduling
- Understand how to supervise food production operations to ensure quality, efficiency, and adherence to food safety standards
Supervise Food Service Real unit · iCan Qualifications Limited
What you'll be able to do
- Supervise food service
- Understand how to plan food service
- Understand how to supervise food service
Supervise Functions Real unit · iCan Qualifications Limited
What you'll be able to do
- Supervise functions, ensuring they run smoothly and efficiently
- Understand how to plan functions, considering all aspects of the event from start to finish
- Understand how to supervise functions, including managing staff, coordinating activities, and resolving any problems that may occur
Supervise Housekeeping Operations Real unit · iCan Qualifications Limited
What you'll be able to do
- Effectively supervise housekeeping operations in a hospitality environment.
- Understand the specific requirements of housekeeping operations, including standards of cleanliness and hygiene.
- Understand how to effectively supervise housekeeping operations, including delegation, motivation, and performance management.
- Understand the importance of monitoring and reviewing housekeeping services to ensure quality and identify areas for improvement.
Supervise Linen Services Real unit · iCan Qualifications Limited
What you'll be able to do
- Supervise linen services
- Understand how to plan the linen service
- Understand the importance of supervising the linen service
- Understand how to supervise linen services
Supervise Portering and Concierge Operations Real unit · iCan Qualifications Limited
What you'll be able to do
- Supervise portering and concierge operations, ensuring excellent customer service and efficient operations.
- Understand the requirements of portering and concierge operations, including handling luggage, providing information, and managing requests.
- Understand how to plan portering and concierge operations, including resource allocation, scheduling, and contingency planning.
- Understand how to supervise portering and concierge operations, including staff training, performance monitoring, and problem-solving.
Supervise Practices for Handling Payments Real unit · iCan Qualifications Limited
What you'll be able to do
- Supervise practices for handling payments, ensuring accuracy and security
- Understand how payments should be handled, following established procedures and protocols
- Understand how to supervise practices for handling payments, including monitoring staff performance and addressing any issues that arise
Supervise Reception Services Real unit · iCan Qualifications Limited
What you'll be able to do
- Demonstrate the ability to supervise reception services effectively
- Understand policies and procedures relating to supervising reception services, including security and customer service standards
- Understand how to supervise reception services to ensure smooth operations and customer satisfaction
Supervise Reservations and booking services Real unit · iCan Qualifications Limited
What you'll be able to do
- Supervise reservations and booking services effectively, ensuring all tasks are completed to the required standard
- Understand the organisation's standards and policies for reservations and booking services, adhering to them at all times
- Understand the requirements that need to be met when supervising reservations and bookings services, ensuring compliance with relevant legislation and best practice
- Understand how to supervise reservations and bookings services, including delegation, monitoring, and providing feedback to staff
Supervise off-site food delivery service Real unit · iCan Qualifications Limited
What you'll be able to do
- Supervise off-site food delivery services
- Understand the procedures that need to be followed in own area of responsibility
- Understand how to supervise off-site food delivery service
Supervise the use of technological equipment in hospitality services Real unit · iCan Qualifications Limited
What you'll be able to do
- Supervise the use of technological equipment in hospitality services effectively
- Understand the requirements that need to be met when using technological equipment in hospitality services, including health and safety regulations
- Understand how to supervise the use of technological equipment in hospitality services, ensuring its correct and safe operation
Supervise the wine store/cellar and dispense counter Real unit · iCan Qualifications Limited
What you'll be able to do
- Supervise the wine store/cellar and dispense counter, ensuring efficient and compliant operations.
- Understand the procedures for the storage and dispensing of wine, including temperature control, stock rotation, and legal requirements.
- Understand how to supervise the storage and dispensing of wine, including staff training, quality control, and security measures.
Supervise vending Service Real unit · iCan Qualifications Limited
What you'll be able to do
- Supervise vending services to ensure they are operating effectively and efficiently
- Understand the procedures that need to be followed when providing a vending service, including hygiene and safety regulations
- Understand how to supervise a vending service, ensuring that it meets customer needs and expectations
Support learning and development within own area of responsibility Real unit · iCan Qualifications Limited
What you'll be able to do
- Identify the learning needs of colleagues in own area of responsibility, taking into account their roles and responsibilities
- Understand how to develop a learning environment in own area of responsibility that supports the learning and development of colleagues
- Support colleagues in learning and its application to their work, providing guidance and encouragement
- Evaluate learning outcomes and future learning and development of colleagues, identifying areas for improvement and further development
The national standards these units are built against
What the job actually needs, in the words employers and awarding bodies already use for the work itself.
- Standard
Contribute to promoting hospitality services and products
- Standard
Contribute to the selection of staff for activities
- Standard
Contribute to the selection of staff for activities Legacy
- Standard
Develop productive working relationships with colleagues
- Standard
Lead Meetings Legacy
- Standard
Lead sections of meetings or briefings
- Standard
Lead, manage and follow up the meeting process
- Standard
Provide Learning Opportunities for Colleagues Legacy
- Standard
Provide learners with support to use ILT
- Standard
Provide learning opportunities for colleagues
- Standard
Supervise practices for handling payments Legacy
- Standard
Supervise reservations and booking services
- Standard
Supervise reservations and booking services Legacy
The jobs these credits are mapped to
A qualification is never a dead end here. Each of these is a job record this qualification is a mapped route into.
- 1 record
Where this can lead
Senior Regional Reception Supervisor
This work can lead to wider workplace experience management, and later to senior leadership roles covering workplace strategy or facilities across a region or organisation.
See the whole journeyThe credits, and who awards them
Level 3 credits are regulated, and they are awarded by iCan Qualifications Limited rather than by Zavmo. They don’t vanish when a subscription ends or a website closes. They travel to any employer, and Zavmo keeps the map of what you have covered and what is next.
What you would be collecting
Contribute to Promoting Hospitality Products and ServicesContribute to the Development of Recipes and MenusContribute to the Development of a Wine ListContribute to the control of resourcesContribute to the selection of staff for activitiesDevelop working relationships with colleaguesEmployment Rights and Responsibilities in the Hospitality, Leisure, Travel and Tourism SectorEnsure Food Safety Practices are Followed in the Preparation and Serving of Food and Drink
Each one is a real unit registered against this qualification.
How you’d practise it
You don’t watch this. You do it.
You are not assessed on remembering this. You are assessed on applying it, analysing it, evaluating it and producing something. So that is what the practice is: projects, role play and your own live cases, with a tutor in the room.
The Analyst · your map-it-properly tutor Illustration - Map a live decision Analyse
“Monitor and solve customer service problems” runs on a decision you are facing now. Zavmo maps it with you and shows what the second-order effect looks like before you find out the slow way.
- Lead it Apply
“Lead a team to improve customer service” is practised on the team you actually have. You talk through the call you are about to make, and Zavmo makes you say it the way you would say it to them.
What you leave holding
The standards this credential builds, in the shape the product keeps them
Nothing here is marked learned. There is no learner on a public page, so the map shows what the qualification covers rather than what anybody has done.
- Contribute to promoting hospitality services and products
- Contribute to the selection of staff for activities
- Contribute to the selection of staff for activities Legacy
- Develop productive working relationships with colleagues
- Lead Meetings Legacy
- Lead sections of meetings or briefings
- Lead, manage and follow up the meeting process
- Provide Learning Opportunities for Colleagues Legacy
How you would learn this
One to one, on the work you already do
A tutor sets the task against your own job and marks the reasoning, at your pace. There is no cohort to fall behind.
A lesson from Contribute to Promoting Hospitality Products and Services, one of this qualification's own units.
Applied to your work in any of these jobs
This unit enables learners to contribute to promoting hospitality products and services by participating in promotional activities and developing materials. Learners will evaluate promotional effectiveness and understand planning importance.
- 1 Remember
- 2 Understand
- 3 Apply
- 4 Analyse
- 5 Evaluate
- 6 Create
It is £70 a month, billed monthly. Your free first module is Future Fluency, and you can cancel any time. Teaching towards this qualification begins when you subscribe.
Built for iCQ Level 3 NVQ Diploma in Hospitality Supervision and Leadership
32 units in this credential, in the order it lists them, awarded by iCan Qualifications Limited.
- Contribute to Promoting Hospitality Products and Services
- Contribute to the Development of Recipes and Menus
- Contribute to the Development of a Wine List
- Contribute to the control of resources
- Contribute to the selection of staff for activities
- Develop working relationships with colleagues
and 26 more in the full unit list below.
Free tools
Want a read on where you stand?
Three free tools, no account needed. Each one ends with a role, a level and a way in.
Learned on your own work, taught one-to-one.
Everything you just read, learned one-to-one on the job you already do. Your free first module is Future Fluency, so you can see how the teaching works before you pay for anything.
Build my plan, freeNo card. See how this qualification maps onto your role and meet the tutors who’d teach it, free. The learning begins when you subscribe. It’s £70 a month, billed monthly. Cancel any time and billing stops.
The title, level, credits, guided learning hours and unit learning outcomes on this page are taken from the Ofqual Register of Regulated Qualifications. Contains public sector information licensed under the Open Government Licence v3.0. Where this data comes from.