City & Guilds Limited · RQF Level 4
City & Guilds Level 4 Diploma In Hospitality Management
You don’t just earn this. You learn to use it, one-to-one, on your own real work.
- LevelRQF Level 4
- Total credits59
- Guided learning196 hours
- Units in this qualification54
Awarded by City & Guilds Limited · on the Ofqual register
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What you’ll learn
What each unit actually teaches you to do
City & Guilds offers a wide range of qualifications in Hospitality and Catering, including Introductory, Higher Level and apprenticeship options. Learn more. <br/>
These are the units City & Guilds 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, and every one you earn is yours to keep.
Current hospitality industry and food trendsReal unit · City & Guilds Limited
This unit covers the investigation and application of current hospitality industry and food production trends. You'll analyse trend drivers and apply new food production methods within organisational constraints.
What you'll be able to do
- Investigate current trends in the hospitality industry and food production.
- Apply new methods to food production, taking into account the organisation’s constraints.
- Understand how to investigate current trends in the hospitality industry and food production.
- Understand how to apply new methods to food production within the organisation's constraints.
Design, implement and manage a food safety management systemReal unit · City & Guilds Limited
You'll gain knowledge and skills to design, implement, and manage a food safety management system in hospitality. The unit includes understanding relevant legislation, hazard analysis, monitoring critical control points, and ensuring compliance.
What you'll be able to do
- Establish the requirements of a food safety management system, considering legal and organisational obligations
- Implement and manage a food safety management system, ensuring compliance and effectiveness
- Understand how to design, implement and monitor a food safety management system, including hazard analysis and critical control points (HACCP)
Determine market opportunities for hospitality servicesReal unit · City & Guilds Limited
You'll learn to determine market opportunities for hospitality services through research, data analysis, and interpretation. The unit covers evaluating opportunity viability and preparing detailed proposals for new or modified hospitality services.
What you'll be able to do
- Determine market opportunities for hospitality services based on research and analysis.
- Interpret the analysis to determine market opportunities for hospitality services.
- Prepare for the implementation of new and modified hospitality services.
- Understand how to research and analyse data to help determine market opportunities for hospitality services.
- Understand how to interpret the analysis to determine market opportunities in line with an organisation’s objectives.
- Understand how to prepare for the implementation of new or modified hospitality services.
Develop and create innovative dishes and recipesReal unit · City & Guilds Limited
This unit equips learners to develop and create innovative dishes and recipes aligned with organisational style and brand identity. You'll cost dishes accurately and understand the impact of costing on menu development and profitability.
What you'll be able to do
- Develop dishes and recipes that reflect the organisation's style and brand identity
- Cost dishes and recipes accurately, considering all relevant factors
- Understand the processes involved in developing and introducing new dishes and recipes to a menu
- Understand the impact of dish and recipe costs on profitability and pricing strategies
Develop beverage lists to complement menusReal unit · City & Guilds Limited
This unit focuses on developing and managing beverage lists that comply with legal and organisational standards. You'll ensure beverage offerings complement menus and service styles while managing purchasing and reviewing lists.
What you'll be able to do
- Produce beverage lists for the organisation that meet legal requirements and organisational standards
- Manage beverage lists to complement menus and service styles, enhancing the customer experience
- Manage the purchase of beverages, ensuring cost-effectiveness and quality
- Review the organisation’s beverage list to identify areas for improvement and innovation
- Understand how to develop beverage lists which reflect organisational style and comply with relevant legislation, including licensing and labelling regulations
- Understand different types of beverage and their source, including alcoholic and non-alcoholic options
- Understand how to manage beverage lists that complement menus and service styles, considering factors such as flavour pairings and customer preferences
Develop enhanced levels of food and beverage serviceReal unit · City & Guilds Limited
You'll develop procedures and guidelines to enhance food and beverage service levels. The unit includes team development, use of information sources for improvement, and evaluation of service effectiveness.
What you'll be able to do
- Establish procedures and guidelines to enhance levels of food and beverage service.
- Develop a team to enhance levels of food and beverage service.
- Use appropriate sources of information to improve the food and beverage service.
- Understand key facts relating to providing enhanced levels of food and beverage service.
- Understand how to develop team members to enhance levels of food and beverage service.
Develop menus to meet the organisation’s cost requirementsReal unit · City & Guilds Limited
This unit covers menu planning, development, and costing to meet organisational requirements and cost targets. You'll consider customer preferences, dietary needs, seasonal availability, and cost-effective ingredient selection.
What you'll be able to do
- Plan menus to meet the organisation's requirements.
- Develop menus to meet the organisation's cost requirements.
- Cost menus to ensure they meet the organisation's financial targets.
- Understand how to plan menus effectively.
- Understand how to develop menus that are appealing and profitable.
- Understand how to accurately cost menus.
Devise and implement training and development plansReal unit · City & Guilds Limited
You'll identify training needs aligned with organisational aims and develop personal development plans with team members. The unit includes monitoring training effectiveness and consulting stakeholders to prioritise development activities.
What you'll be able to do
- Identify training needs in relation to an organisation’s aims and objectives
- Produce and implement personal development plans with team members
- Monitor staff training and identify the need for further development
- Understand how to identify training needs in relation to the organisation’s aims
- Understand how to produce and implement personal development plans with team members
Employment Rights and Responsibilities in the Hospitality, Leisure, Travel and Tourism SectorReal unit · City & Guilds Limited
This unit provides learners with knowledge of employment rights and responsibilities within the hospitality, leisure, travel, and tourism sector. You'll understand legal requirements, organisational procedures, and factors affecting their occupation and organisation.
What you'll be able to do
- Know employer and employee rights and responsibilities within the hospitality, leisure, travel and tourism sector.
- Know own organisational procedures relating to employment rights and responsibilities.
- Know the factors that affect own organisation and occupation within the hospitality, leisure, travel and tourism sector.
Handle referred customer complaintsReal unit · City & Guilds Limited
This unit develops learners' ability to handle referred customer complaints by investigating issues, taking appropriate action, and recommending policy or procedure changes to prevent recurrence. It emphasises objective analysis and effective resolution.
What you'll be able to do
- Investigate referred customer complaints thoroughly and objectively
- Take appropriate action to deal with referred customer complaints effectively
- Identify repeated customer complaints and recommend changes to policies and procedures to address them
- Understand the processes and protocols involved in handling referred customer complaints within the organisation
Implement and manage housekeeping procedures in hospitalityReal unit · City & Guilds Limited
It teaches you to plan, implement, and manage housekeeping procedures in hospitality settings. You'll monitor procedure effectiveness, allocate resources, train staff, and ensure compliance with organisational standards and needs.
What you'll be able to do
- Plan and implement housekeeping procedures.
- Monitor housekeeping procedures to meet an organisation’s standards and needs.
- Understand how to implement housekeeping procedures.
- Understand how to manage housekeeping procedures to meet organisational standards and needs.
Implement change in own area of responsibilityReal unit · City & Guilds Limited
This unit provides learners with knowledge and skills to implement change within their area of responsibility. You'll consider the impact of change, involve and support others, and monitor the implementation of change plans.
What you'll be able to do
- Understand how to implement change in own area of responsibility, considering the impact on others
- Involve and support others through the change process, addressing concerns and providing guidance
- Implement and monitor a plan for change in own area of responsibility, tracking progress and making adjustments as needed
Information systems management in hospitalityReal unit · City & Guilds Limited
It teaches you to manage information systems to meet hospitality operational needs. You'll implement, monitor, troubleshoot, and evaluate system performance to support business functions.
What you'll be able to do
- Manage information systems to meet operational needs within a hospitality environment.
- Evaluate information systems to ensure they meet operational needs.
- Understand how to manage information systems to meet operational needs.
Know how to follow disciplinary proceduresReal unit · City & Guilds Limited
It teaches you to understand and follow disciplinary procedures within organisations. It covers performance expectations, communication methods for assessing misconduct, informal and formal disciplinary processes.
What you'll be able to do
- Understand performance expectations within an organisation.
- Identify and use appropriate communication methods to assess potential cases of misconduct or unsatisfactory performance.
- Understand how to deal informally with cases of minor misconduct or unsatisfactory performance.
- Follow an organisation’s formal disciplinary procedure when addressing misconduct or unsatisfactory performance.
Manage a budget for own area or activity of workReal unit · City & Guilds Limited
It teaches you to prepare, manage, and review budgets for their own area of responsibility. You'll align budgets with organisational goals, monitor financial performance, and implement improvements based on budget reviews.
What you'll be able to do
- Prepare a budget for own area of responsibility, ensuring alignment with organisational goals.
- Manage a budget effectively, monitoring income and expenditure.
- Review budget management performance, identifying areas for improvement and implementing necessary changes.
Manage a food and beverage serviceReal unit · City & Guilds Limited
It teaches you to manage a food and beverage service by supervising teams, delegating tasks, and ensuring operations meet organisational standards for quality, hygiene, and customer service. You'll develop skills in team management, stock control, and budget oversight.
What you'll be able to do
- Manage a food and beverage team to meet organisational standards
- Manage a food and beverage operation to meet an organisation’s standards
- Manage the quality of food and beverage operations
- Understand how to manage a food and beverage team to consistently meet an organisation’s standards
- Understand how to manage food and beverage operations to meet an organisation’s standards
- Understand how to manage the performance of food and beverage services
- Understand how to meet the needs of an organisation’s customers
Manage a team meetingReal unit · City & Guilds Limited
This unit develops learners' skills in organising and managing team meetings effectively. You'll plan meetings with clear objectives, facilitate participation, summarise decisions and actions, and follow up to ensure objectives are achieved while reflecting on their own performance.
What you'll be able to do
- Organise and manage meetings effectively to achieve desired outcomes.
- Follow up the actions of a meeting to achieve objectives and ensure accountability.
- Understand how to organise and manage meetings efficiently.
- Understand how to follow up the actions of a meeting to achieve objectives.
- Understand how own performance can be improved at future meetings through reflection and feedback.
Manage a team to prepare, cook and present foodReal unit · City & Guilds Limited
It teaches you to plan and manage food production operations to organisational standards. You'll develop production plans, allocate resources, and supervise teams to prepare, cook, and present food efficiently and cost-effectively.
What you'll be able to do
- Plan food production to an organisation’s standards.
- Manage food production operations to an organisation’s standards.
- Understand how to plan food production to an organisation’s standards.
- Understand how to manage food production operations to an organisation’s standards.
Manage arrivals and departures of guest to maximise revenueReal unit · City & Guilds Limited
You'll establish and manage systems and procedures for guest arrivals and departures to maximise revenue. The unit covers check-in and check-out processes, managing guest requests, and meeting operational targets.
What you'll be able to do
- Establish systems and procedures for the arrival and departure of guests.
- Manage procedures for the arrival and departure of guests.
- Meet targets and maximise revenue potential.
- Understand how to manage procedures for guest arrivals and departures.
- Understand how to meet targets and maximise revenue potential.
Manage cellar and beverage operationsReal unit · City & Guilds Limited
You'll manage cellar and beverage operations by implementing storage procedures, ensuring regulatory compliance, monitoring stock levels, and communicating operational changes. The unit emphasises efficient and safe management of cellar resources.
What you'll be able to do
- Manage the implementation of cellar and beverage storage procedures.
- Manage the efficient running of the cellar and beverage operations.
- Implement and communicate changes to the cellar and beverage operations.
- Understand how to manage the cellar and beverage storage procedures.
- Understand how to manage the efficient running of the cellar and beverage operations.
Manage compliance with regulatory and legislative requirements in hospitalityReal unit · City & Guilds Limited
You'll develop the ability to manage compliance with regulatory and legislative requirements within a hospitality organisation. This includes staying updated on relevant changes, monitoring team adherence, and planning for and responding to inspections and compliance visits.
What you'll be able to do
- Keep up to date with regulatory and legislative requirements.
- Monitor team member’s compliance to regulatory and legislative requirements.
- Plan for and action outcomes of regulatory and legislative inspections and compliance visits.
- Understand how to monitor an organisation’s compliance to regulatory and legislative requirements.
- Understand how to manage team member’s compliance to regulatory and legislative requirements.
- Understand how to plan for and action outcomes of regulatory and legislative inspections and compliance visits.
Manage customer profile information to improve serviceReal unit · City & Guilds Limited
You'll establish and manage customer profile information systems compliant with data protection regulations. The unit covers utilising customer data to enhance service delivery and forecast future trends while ensuring data security and confidentiality.
What you'll be able to do
- Establish and manage customer profile information systems.
- Utilise customer profile information to provide an enhanced customer service.
- Forecast future trends using customer profiles.
- Understand how to establish and maintain systems for managing customer profile information.
- Understand how to utilise customer profile information to provide an enhanced customer service.
- Understand how to forecast future trends using customer profiles.
Manage feedback from customers of hospitality servicesReal unit · City & Guilds Limited
You'll be able to obtain, analyse, and use customer feedback to improve hospitality services. The unit covers methods for collecting feedback, identifying trends, and implementing changes to enhance work processes and staff performance.
What you'll be able to do
- Obtain customer feedback on hospitality services through various methods
- Analyse customer feedback on hospitality services to identify trends and areas for improvement
- Use customer feedback to improve work processes and staff performance, implementing appropriate changes
- Understand how to obtain, analyse and implement actions in response to customer feedback, ensuring continuous improvement of services
Manage front of house and guest relationsReal unit · City & Guilds Limited
You'll learn to manage front of house services, customer relations, and secure handling of customer property. The unit includes managing staff performance, implementing guest service procedures, and maintaining positive guest experiences.
What you'll be able to do
- Manage front of house services.
- Manage the receipt and secure storage of customer property.
- Manage customer relation services.
- Understand how to manage front of house services.
- Understand how to manage customer relation services.
Manage hospitality functionsReal unit · City & Guilds Limited
You'll develop the skills to plan, organise, monitor, and evaluate hospitality functions. The unit covers coordination with departments, resource allocation, and client communication to ensure successful event delivery.
What you'll be able to do
- Manage the organisation of a hospitality function, ensuring all aspects are covered
- Monitor the function during its operation, addressing any issues that arise
- Evaluate the success of a function against pre-defined objectives and customer feedback
- Understand how to plan a function, including budgeting, resource allocation, and risk assessment
- Understand how to monitor a function, identifying potential problems and implementing solutions
- Understand how to evaluate a function, analysing its strengths and weaknesses to improve future events
Manage operational aspects of hospitality premises refurbishment programmesReal unit · City & Guilds Limited
You'll learn to plan, oversee, and evaluate refurbishment programmes in hospitality premises. The unit covers risk assessment, stakeholder consultation, contractor management, and monitoring progress against plans and budgets.
What you'll be able to do
- Plan refurbishment programmes effectively
- Oversee refurbishments effectively
- Evaluate refurbishments effectively
- Understand how to plan refurbishments
- Understand how to oversee refurbishments
- Understand how to evaluate refurbishments
Manage own professional development within an organisationReal unit · City & Guilds Limited
It teaches you to manage their own professional development by assessing career goals, setting personal objectives aligned with organisational aims, creating development plans, and monitoring progress.
What you'll be able to do
- Assess own career goals and personal development needs.
- Set personal work objectives that align with organisational objectives.
- Produce a personal development plan that identifies learning activities and resources.
- Implement own personal development plan, undertaking planned learning activities.
- Monitor own personal development plan, reviewing progress and making adjustments as necessary.
Manage physical resourcesReal unit · City & Guilds Limited
You'll gain the ability to manage physical resources sustainably within their area of responsibility. The unit covers identifying resource needs, obtaining resources, and monitoring usage and quality while considering environmental impact and waste reduction.
What you'll be able to do
- Understand the importance of sustainability considerations when utilising physical resources within an organisation.
- Identify the specific resource requirements for your own area of responsibility.
- Obtain the necessary resources for your area of responsibility, following organisational procedures.
- Monitor and review the quality and usage of resources within your area of responsibility, identifying areas for improvement.
Manage purchasing costs in hospitalityReal unit · City & Guilds Limited
You'll manage purchasing costs in hospitality by overseeing supplier relationships, delivery processes, and quality control. The unit includes establishing procedures to reduce waste and promote sustainability in purchasing and supply management.
What you'll be able to do
- Manage the supply of goods from suppliers, ensuring timely delivery and adherence to quality standards
- Manage the delivery of supplies, including receiving, storage, and stock control procedures
- Establish procedures to reduce waste and promote sustainability in purchasing and supply chain management
- Understand the principles of managing purchasing costs in a hospitality setting, including budgeting, negotiation, and cost control measures
Manage room availability to maximise revenue potentialReal unit · City & Guilds Limited
You'll monitor and manage room availability to maximise revenue potential by analysing occupancy rates, booking trends, and pricing strategies. The unit includes overseeing staff performance to ensure efficient room preparation and availability.
What you'll be able to do
- Monitor room availability to maximise revenue potential for a hospitality business
- Monitor staff to ensure room availability which maximises revenue potential, considering factors such as staffing levels and efficiency
- Understand how to manage room availability to maximise revenue potential, using strategies such as yield management and dynamic pricing
Manage staffing rotas for a hospitality teamReal unit · City & Guilds Limited
This unit equips learners to plan and produce staffing rotas for hospitality teams, considering workload, staff availability, legal requirements, and team skills to ensure effective and compliant workforce management.
What you'll be able to do
- Plan staffing rotas for own team, taking into account factors such as workload, staff availability, and legal requirements
- Produce rotas for own team that are clear, accurate, and easily accessible to all staff members
- Understand the principles and practices of planning and producing effective staffing rotas for a hospitality team, including relevant legislation and best practices
Manage statutory fire and security procedures for a hospitality establishmentReal unit · City & Guilds Limited
You'll implement, monitor, and review statutory fire and security procedures within hospitality establishments. The unit includes conducting risk assessments, compliance inspections, and managing procedures to ensure safety and regulatory adherence.
What you'll be able to do
- Implement, monitor and review statutory fire and security procedures within a hospitality establishment
- Conduct and act on risk assessments and compliance inspections related to fire and security
- Oversee the management of statutory fire and security procedures, ensuring adherence to regulations and best practices
- Understand key factors when monitoring statutory fire and security procedures, including alarm systems, evacuation plans, and staff training
- Understand how to manage risk assessment and compliance related to fire and security, identifying potential hazards and implementing preventative measures
- Understand how to oversee the management of statutory fire and security procedures, delegating responsibilities and ensuring effective communication
Manage supplier contractsReal unit · City & Guilds Limited
You'll gain skills to initiate, manage, and evaluate supplier and contractor contracts. The unit includes understanding contract elements, monitoring performance, addressing breaches, and maintaining effective supplier relationships.
What you'll be able to do
- Initiate contracts with suppliers and contractors to meet identified organisational needs
- Manage supplier and contractor contracts effectively
- Evaluate the success of contractual arrangements for the future benefit of an organisation
- Understand how to initiate contracts with suppliers and contractors, taking into account organisational requirements
- Understand how to manage supplier and contractor contracts to ensure compliance and value for money
- Understand how to evaluate suppliers in line with an organisation’s requirements, considering factors such as quality, cost, and reliability
Manage the billing and payment processesReal unit · City & Guilds Limited
This unit covers the management of billing and payment processes within an organisation. You'll understand the operation and security of payment handling systems, manage billing procedures, and evaluate the effectiveness of different payment methods to meet organisational objectives.
What you'll be able to do
- Manage the billing and payment process effectively.
- Manage the operation of the payment handling system and procedures.
- Establish and maintain the security of payment handling systems.
- Monitor and evaluate the billing and payment processes.
- Understand how to manage the operation of the billing and payment process.
- Understand how to establish and maintain the security of payment handling systems.
Manage the environmental impact of work activitiesReal unit · City & Guilds Limited
This unit equips learners to manage the environmental impact of work activities within their area of responsibility. It covers relevant legal requirements, environmental policies, impact assessment methods, and strategies to minimise negative effects.
What you'll be able to do
- Understand how legal requirements and environmental policies impact on own area of responsibility
- Understand how to assess the impact of work activities on the environment
- Understand how the impact of work activities on the environment 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 linen serviceReal unit · City & Guilds Limited
You'll gain skills to manage a linen service effectively, including monitoring quality, supervising teams, managing delivery systems, and maintaining accurate records to ensure required standards are met.
What you'll be able to do
- Monitor a linen service effectively
- Manage the linen service team effectively
- Manage a system for the delivery of linen
- Understand how to manage the delivery of linen to ensure required quality
Manage the organisation of the food and beverage service areaReal unit · City & Guilds Limited
You'll plan and manage the organisation of food and beverage service areas to optimise efficiency and customer service. The unit covers layout planning, staffing, equipment requirements, and reviewing operations for improvement.
What you'll be able to do
- Plan the organisation of the food and beverage service area to optimise efficiency and customer service
- Manage the food and beverage service area, ensuring smooth operations and adherence to standards
- Review the organisation of a food and beverage service area to identify areas for improvement and implement changes
- Understand how to manage the organisation of food and beverage service areas, considering factors such as layout, staffing, and equipment
Manage the payroll costs of a hospitality teamReal unit · City & Guilds Limited
This unit focuses on budgeting and managing payroll costs for hospitality teams. You'll learn to prepare staffing budgets, process payroll accurately, and ensure compliance with legal requirements such as minimum wage and working hours.
What you'll be able to do
- Budget for required team staffing levels in line with legal requirements and organisational policies
- Manage a team payroll, ensuring accuracy and compliance with relevant legislation
- Understand how to plan for and review payroll costs, identifying potential savings and efficiencies
- Understand how to monitor the operation of a payroll system, ensuring data integrity and security
Manage the performance of teams and individualsReal unit · City & Guilds Limited
This unit equips learners to manage the performance of teams and individuals by setting SMART objectives, developing work plans, assessing performance, and providing constructive feedback aligned with organisational goals.
What you'll be able to do
- Set objectives and work plans with teams and individuals.
- Communicate, manage and evaluate objectives and work plans.
- Assess the performance of teams and individuals against objectives and work plans.
- Provide feedback to teams and individuals on performance in line with organisational guidelines.
- Understand how to agree and set objectives and work plans with teams and individuals.
- Understand how to assess the performance of teams and individuals.
- Understand how to provide feedback to teams and individuals on performance.
Manage the presentation and portion size of dishesReal unit · City & Guilds Limited
You'll manage the presentation and portion size of dishes to meet organisational standards, ensuring consistency and customer satisfaction. The unit covers waste minimisation through portion control and monitoring customer feedback.
What you'll be able to do
- Manage the portion size and presentation of dishes to meet an organisation’s standards, ensuring consistency and customer satisfaction
- Understand how to manage the portion size of dishes to minimise waste, controlling costs and promoting sustainability
- Understand how to manage the presentation of dishes to meet an organisation’s standards, enhancing the dining experience and reflecting the brand image
Manage the production and presentation of menusReal unit · City & Guilds Limited
You'll learn to source information for menu development, produce and present menus effectively, and evaluate the impact of new menus on customer satisfaction and business performance to inform management decisions.
What you'll be able to do
- Source information from various sources to develop innovative and appealing new menus
- Produce and present menus in a clear, attractive, and informative manner
- Evaluate the impact of new menus on customer satisfaction, sales, and profitability to inform management decisions
- Understand the methods used to source information for menu development, including market research and competitor analysis
- Understand the principles of menu design and presentation, including layout, typography, and descriptive writing
Manage the provision of additional servicesReal unit · City & Guilds Limited
You'll identify, plan, and monitor the provision of additional services within hospitality settings. The unit covers recognising opportunities, resource planning, and ensuring quality and customer satisfaction in service delivery.
What you'll be able to do
- Identify opportunities for additional services that enhance the customer experience
- Plan for the effective delivery of additional services, considering resource allocation and operational requirements
- Monitor the performance of additional services to ensure quality and customer satisfaction
- Understand the processes involved in identifying and planning for additional services, including market analysis and customer feedback
- Understand the key considerations for managing additional services, such as staffing, training, and quality control
Manage the reservation systemsReal unit · City & Guilds Limited
You'll learn to manage reservation systems according to organisational procedures and legal requirements. The unit includes managing operations, processing reservations, maintaining records, and monitoring service performance.
What you'll be able to do
- Manage the reservation service in line with an organisation’s procedures and systems.
- Manage the operation of the reservation service to ensure efficiency and effectiveness.
- Understand the legal requirements, policies, procedures and systems for managing the reservation service.
- Understand how to manage the operation of the reservation service to meet customer needs and organisational objectives.
Manage the security and privacy of hospitality guestsReal unit · City & Guilds Limited
It teaches you to manage a team in protecting guest security and privacy, ensuring compliance with organisational and legal requirements. You'll learn to delegate tasks, monitor team performance, implement security procedures, and provide relevant training and support.
What you'll be able to do
- Manage a team to protect guest security and privacy.
- Manage guest security and privacy in accordance with organisational and legal requirements.
- Understand how to manage guest security and privacy in accordance with legislation, regulations and an organisation’s procedures.
- Understand how to manage a team to protect guest security and privacy.
Manage the supply of uniforms and housekeeping of staff areasReal unit · City & Guilds Limited
It teaches you to manage the supply and upkeep of staff uniforms and housekeeping of staff areas. You'll monitor stock levels, cleanliness, safety, and suitability of uniforms and staff facilities in accordance with organisational standards.
What you'll be able to do
- Monitor the supply and upkeep of staff uniforms, ensuring they are clean, presentable, and fit for purpose
- Monitor the housekeeping of staff areas, maintaining a clean, safe, and organised environment
- Understand how to manage the provision and upkeep of staff uniforms, including procurement, laundering, and repair
- Understand how to manage the housekeeping of staff areas, including cleaning schedules, waste disposal, and maintenance
Managing grievance proceduresReal unit · City & Guilds Limited
You'll gain knowledge of preventing workplace grievances, understanding organisational grievance policies, and managing concerns both informally and through formal procedures. The unit emphasises fair and consistent application of grievance processes.
What you'll be able to do
- Understand how to prevent potential grievances from arising in the workplace.
- Understand an organisation’s grievance policy and procedure and deal with concerns raised by individuals informally.
- Understand how to follow grievance procedures in a fair and consistent manner.
Maximise sales and profit from hospitality servicesReal unit · City & Guilds Limited
You'll obtain and analyse market and customer information to maximise sales and profit from hospitality services. The unit includes implementing and evaluating strategies such as upselling and promotions to enhance financial performance.
What you'll be able to do
- Obtain information that can help maximise sales and profit from hospitality services, including market trends and customer feedback
- Implement strategies for maximising sales and profit, such as upselling and promotional offers
- Analyse strategies for maximising sales and profit, evaluating their effectiveness and making adjustments as needed
- Understand how to obtain information that can help develop strategies to maximise sales and profit, including competitor analysis and customer surveys
- Understand how to agree and implement strategies for maximising sales and profit, involving relevant stakeholders and ensuring buy-in
- Understand how to analyse strategies for maximising sales and profit, using key performance indicators (KPIs) and other metrics
Monitor maintenance and repair work within a hospitality premisesReal unit · City & Guilds Limited
You'll learn to plan, monitor, and manage maintenance and repair work within hospitality premises. The unit includes scheduling, prioritising tasks, managing contractors, and addressing delays or issues.
What you'll be able to do
- Plan maintenance and repair work within a hospitality organisation.
- Monitor arrangements for maintenance and repair work within a hospitality organisation.
- Manage the use of external contractors for maintenance and repair work.
- Understand how to monitor the maintenance and repair work for an organisation.
Organise the promotion of additional services or products to customersReal unit · City & Guilds Limited
It teaches you to organise the promotion of additional services or products by effectively offering them to customers, organising promotional support, and monitoring outcomes to inform future promotional activities.
What you'll be able to do
- Offer additional services or products to customers in a clear and appropriate manner
- Organise support to promote the use of additional services or products to customers
- Monitor the promotion of additional services or products, tracking results and making adjustments as needed
- Understand how to organise and promote services or products to customers, including relevant regulations and best practices
Plan and design food production areasReal unit · City & Guilds Limited
This unit develops learners' skills to assess and plan for future food production area needs, redesigning spaces to improve workflow, capacity, and hygiene. You'll evaluate trends and resource requirements to optimise food preparation and production areas.
What you'll be able to do
- Assess the future needs of food production areas within a hospitality organisation
- Re-design food preparation and production areas to meet changing demands
- Understand how to assess and plan for the future needs of food production areas, considering factors such as capacity, efficiency, and hygiene
- Understand how to re-design food preparation and production areas, taking into account workflow, equipment placement, and regulatory requirements
Recruit and select hospitality staffReal unit · City & Guilds Limited
This unit covers the recruitment and selection process for hospitality staff, including identifying staffing needs, preparing job descriptions, managing recruitment activities, and evaluating retention strategies. You'll learn to ensure fair and compliant hiring practices within hospitality contexts.
What you'll be able to do
- Identify the need for hospitality staff within a specific context
- Prepare for the recruitment and selection of hospitality staff, including defining roles and responsibilities
- Manage the recruitment and selection process of hospitality team members, ensuring fairness and compliance
- Evaluate the recruitment, selection and retention of team members, identifying areas for improvement
- Understand how to identify the need for additional hospitality team members based on business demands
- Understand how to effectively manage the recruitment and selection process, including legal considerations
- Understand how to evaluate the loss and retention of team members, and the impact on the organisation
Review the quality of customer serviceReal unit · City & Guilds Limited
It teaches you to plan and implement methods to review customer service quality. It covers identifying metrics, collecting and analysing data, and recommending improvements to meet service standards.
What you'll be able to do
- Plan how to measure customer service performance using appropriate metrics
- Collect and analyse information on customer service to identify areas for improvement
- Understand how to review the quality of customer service to ensure it meets required standards
Use customer service as a competitive toolReal unit · City & Guilds Limited
It teaches you to organise and deliver customer service activities that provide a competitive advantage. You'll analyse current service provision, develop improvement plans, and understand how customer service impacts business success.
What you'll be able to do
- Organise customer service activities to gain a competitive advantage in the marketplace.
- Deliver a competitive service that meets or exceeds customer expectations.
- Understand how to use customer service strategies and techniques as a competitive tool.
Work as part of a hospitality management team to achieve strategic goalsReal unit · City & Guilds Limited
You'll learn to participate effectively in hospitality management team meetings. The unit covers communication, collabouration, recruitment, development of team members, and taking responsibility for management team activities.
What you'll be able to do
- Participate effectively in management team meetings.
- Work interactively and collaboratively with the management team.
- Recruit and develop team members to enhance their skills and performance.
- Take responsibility for the management team at periodic times, demonstrating leadership and decision-making skills.
- Understand how to participate effectively in management team meetings.
- Understand how to work interactively and collaboratively with the management team.
- Review own team’s performance to identify areas for improvement and development.
The honest bit
You’ve started things before
Most courses were built for a room full of people who aren’t you. A cohort moves on whether or not your week allowed it, and by the third week the thing you’re behind on becomes the reason you stop opening it.
There’s no cohort here, and no timetable to fall behind. Before anything starts, Zavmo asks when you’re sharpest and how long you can realistically sit down for, then builds the sessions around those answers. A bad fortnight changes your pace. It doesn’t put you behind.
And you only pay once you start learning. Searching and planning are free, and you can cancel any time — so the cost of finding out is an afternoon, not a year.
Your passport
Every credit is a stamp you keep
Level 4 credits are regulated. 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’ve earned and what’s next.
Current hospitality industry and food trendsDesign, implement and manage a food safety management systemDetermine market opportunities for hospitality servicesDevelop and create innovative dishes and recipesDevelop beverage lists to complement menusDevelop enhanced levels of food and beverage serviceDevelop menus to meet the organisation’s cost requirementsDevise and implement training and development plans
Each stamp is a real unit registered against this qualification.
Who’d teach you this
The Evidence Evaluator
Assessor
Helps you show what you can actually do, gathering the evidence that proves it as you learn.
Meet all twelve tutorsWhere this connects
Where these credits take you
A qualification is never a dead end here. See the jobs its credits open, the national occupational standards its units map to, and the future skills they quietly build.
City & Guilds Level 4 Diploma In Hospitality Management
- Comply with legislative requirements in hospitality
- Contribute to the strategic goals of the organisation’s leadership team
- Determine market opportunities and plan the future provision of services
- Develop a team to provide enhanced levels of food and beverage service
- Develop and deliver a menu which meets organisational standards and financial targets
- Develop beverage lists to complement the menu
- Develop staff rotas to cover operations needs in a cultural venue
- Devise and implement training and development plans for your hospitality team
Where this can lead
Global Front of House Coordinator
Your journey here starts with making our office a fantastic place to be, but where it goes from there is really up to you. We're committed to giving you the tools and opportunities to grow, whether that's becoming a leader, a specialist, or even moving into a different area of the business. The sky's the limit, honestly.
See the whole journey →Opens the roleGlobal Front of House CoordinatorOne of the jobs this qualification is a route intoSee the role →Opens the roleReception SupervisorOne of the jobs this qualification is a route intoSee the role →Opens the roleGeneral Manager (GM)One of the jobs this qualification is a route intoSee the role →Future FluencyAll ten future skillsSee how every unit is contextualised by the tenExplore →
Skills it covers
What the job actually needs. These are the standards the units are built against, in the words employers and awarding bodies already use for the work itself.
Comply with legislative requirements in hospitalityContribute to the strategic goals of the organisation’s leadership teamDetermine market opportunities and plan the future provision of servicesDevelop a team to provide enhanced levels of food and beverage serviceDevelop and deliver a menu which meets organisational standards and financial targetsDevelop and deliver a menu which meets organisational standards and financial targetsDevelop beverage lists to complement the menuDevelop staff rotas to cover operations needs in a cultural venueDevise and implement training and development plans for your hospitality teamEnsure food and beverages are served to organisational standardsEnsure statutory fire and other security procedures are in place and followed (team and whole establishment)Initiate and manage supplier contractsKeep up to date with current industry and food trendsLiaise with others to manage maintenance and repair workManage Cellar OperationsManage Physical ResourcesManage Reservations SystemsManage a function+20 more
How you’ll actually learn this
One-to-one, on your own real work
A qualification is usually something done to you: sit the class, sit the exam, hope it sticks. Here it’s the opposite. You learn it one-to-one with a companion, on your own real work, and you keep going until you can use it, not just recall it.
One-to-one, on your real workNo lectures, no past-papers. Every unit is practised on the actual tasks your job throws at you, a tutor beside you, not a video in front of you.
Taught to the top, not the testMost courses stop at remembering. Your companion keeps climbing: analysing, judging, creating. That’s the part a machine can’t do for you.
Credits you keep, a map that continuesEvery unit is regulated and yours for good. The day you finish, Zavmo already knows the next role your new credits open.
Applied to your work in any of these jobs
Which job do you mean?
This unit covers the investigation and application of current hospitality industry and food production trends. Learners will analyse trend drivers and apply new food production methods within organisational constraints.
How the thinking builds
- Remember
- Understand
- Apply
- Analyse
- Evaluate
- Create
Built for City & Guilds Level 4 Diploma In Hospitality Management
54 units in this credential, in the order it lists them, awarded by City & Guilds Limited.
- Current hospitality industry and food trends
- Design, implement and manage a food safety management system
- Determine market opportunities for hospitality services
- Develop and create innovative dishes and recipes
- Develop beverage lists to complement menus
- Develop enhanced levels of food and beverage service
and 48 more in the full unit list below.
One to one, not one to many
No two people run this the same way
A course is written once and handed to everyone. This is assembled around you, and keeps changing as it learns you. Five things it reads, and what each one changes.
- Your actual work Every unit is taught against a live piece of your own work, not a worked example from a textbook.
- What you already know The first conversation finds your starting point, so you skip what you can already do and spend the time on what you cannot.
- The conditions you learn under Not a learning-styles quiz. The evidence does not support those. The dimensions the research does back, read once and used to shape the plan.
- How far you got last time It picks up mid-thought. The tutor knows what you said, what you struggled with, and what it asked you to try.
- Which tutor suits the moment Twelve of them, each for a different kind of thinking. The one who walks you through a first idea is not the one who stress-tests it.
See how you learn, free. Eight questions, no sign-up. A directional taster; the diagnostic inside Zavmo goes deeper and keeps adapting.
Why it sticks
Most courses stop at remembering
There’s a well-known ladder of how deeply you learn something, called Bloom’s Taxonomy. Most courses get you up the first two rungs: you remember some facts, you pass a test, you forget it. Real skill lives at the top. Judging, deciding, creating. And this isn’t a generic ladder: every rung has a named Zavmo tutor who walks you up it.
- 6CreateThe Creative Catalyst
- 5EvaluateThe Evidence Evaluator
- 4AnalyseThe Analyst
- 3ApplyThe Coach
- 2UnderstandThe Connector
- 1RememberThe Builder
Where most courses leave you Where Zavmo takes you
Why this matters: AI can already remember and understand for you. What it can’t do is
take your real problem and judge the right call. So the only learning worth paying
for is the learning that takes you to the top. That’s exactly what a tutor doing it with
you, on your real work, is for.
The value
Why the companion is worth £70 a month
You’re not paying for the units. They’re regulated, and the same wherever you earn them. You’re paying for the one thing that decides whether you actually get there: a companion that makes them stick, on your real work.
That is one-to-one on this qualification, every day, on the work you already do, for £70 a month. Your first module is free, so you can see the teaching before you pay for any of it. Billed monthly, cancel any time and billing stops.
Earned on your own work, taught to the top.
Everything you just read, learned one-to-one on the job you already do. Your first module is free, so you can see the teaching before you pay for any of it.
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.