How you’d get it
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 BIIAB has approved to offer this qualification. Zavmo is not an approved centre, so you register with them, not with us.
- The centre assesses, and BIIAB awards. A qualified assessor at the centre judges your evidence, and the certificate comes from BIIAB.
01What it is
This qualification reflects the skills and knowledge required to perform various roles within the hospitality sector. It is intended for individuals working or aspiring to work in hospitality services, covering areas such as buffet service, customer accounts, and cleaning procedures.
These are the units BIIAB 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 BIIAB. It does the teaching and the mapping. BIIAB sets this qualification and awards it, and a qualified human assessor makes the assessment decision.
Free first step
Try a free Future Fluency lesson first
The free part is a Future Fluency lesson on using AI at work. It is not part of this qualification. Next, a free account. We build your plan for this qualification as you set up. Teaching towards this qualification begins when you subscribe.
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02The units
What each unit actually teaches you to do
Carry Out Periodic Room Servicing and Deep Cleaning Real unit · BIIAB
It teaches you to carry out periodic room servicing and deep cleaning according to schedules and safety guidelines. You'll perform tasks such as dusting, vacuuming, and polishing, understanding the purpose and importance of thorough cleaning procedures.
What you'll be able to do
- Carry out periodic room servicing
- Understand how to carry out periodic room servicing
- Carry out periodic deep cleaning
- Understand how to carry out periodic deep cleaning
Clean Windows from the Inside Real unit · BIIAB
You'll develop the skills and knowledge to safely prepare and clean the inside surfaces of windows. The unit includes selecting appropriate personal protective equipment, preparing the work area, checking equipment safety, and using suitable cleaning solutions.
What you'll be able to do
- Prepare to clean windows from inside
- Prepare to clean windows from inside
- Clean the inside surface of windows
- Clean the inside surface of windows
Clean and maintain soft floors and furnishings Real unit · BIIAB
This unit provides knowledge and skills to clean and maintain soft floors and furnishings. You'll understand preparation steps, appropriate cleaning methods, and the importance of following safety procedures to maintain these surfaces effectively.
What you'll be able to do
- Understand the preparatory steps required before cleaning soft floors and furnishings.
- Understand the methods used to maintain soft floors and furnishings in good condition.
- Prepare effectively to maintain soft floors and furnishings.
- Maintain soft floors and furnishings to a satisfactory standard.
Clean drink dispense lines Real unit · BIIAB
You'll develop the ability to clean drink dispense lines following manufacturer instructions and safety regulations. The unit covers the correct use of personal protective equipment and procedures for identifying and reporting faults.
What you'll be able to do
- Clean drink dispense lines effectively.
- Understand the procedures for cleaning drink dispense lines safely and hygienically.
Clean, maintain and protect semi-hard and hard floors Real unit · BIIAB
You'll gain knowledge and skills to prepare, clean, treat, and protect semi-hard and hard floors safely and effectively. The unit covers identifying floor types, assessing hazards, applying appropriate cleaning methods, and implementing protective treatments.
What you'll be able to do
- Understand how to prepare to clean semi-hard and hard floors
- Understand how to clean semi-hard and hard floors
- Understand how to treat semi-hard and hard floors
- Understand how to protect hard floors
- Prepare to clean semi-hard and hard floors
- Clean semi-hard and hard floors
- Protect hard floors
Cleaning and Servicing a Range of Housekeeping Areas Real unit · BIIAB
This unit provides learners with the skills to clean and service toilet, bathroom, and furnished areas in a housekeeping context. You'll understand appropriate cleaning methods, waste disposal procedures, and adherence to hygiene and safety standards.
What you'll be able to do
- Prepare to clean and service toilet and bathroom areas
- Clean and service toilet and bathroom areas
- Understand the processes involved in cleaning and servicing toilet and bathroom areas
- Prepare to clean and service furnished areas
- Clean and service furnished areas
- Understand the processes involved in cleaning and servicing furnished areas
- Dispose of waste safely and hygienically
- Know the correct procedures for disposing of different types of waste
Collect Linen and Make Beds Real unit · BIIAB
You'll develop the skills to collect clean linen and bed coverings, and to strip and make beds according to health and safety and hygiene standards. The unit covers efficient handling, transportation, and adherence to organisational procedures for linen management.
What you'll be able to do
- Demonstrate the ability to collect clean linen and bed coverings safely and efficiently
- Explain the procedures for collecting clean linen and bed coverings, including health and safety considerations
- Demonstrate the ability to strip beds and remake them to the required standard
- Describe the correct procedures for stripping and making beds, including hygiene and infection control measures
Complete Kitchen Documentation Real unit · BIIAB
This unit develops learners' ability to complete kitchen documentation accurately, legibly, and promptly using appropriate terminology and formats. You'll understand the purpose and procedures for various types of kitchen documentation and the importance of completing all required fields correctly.
What you'll be able to do
- Demonstrate the ability to accurately complete kitchen documentation in a professional manner.
- Explain the procedures involved in completing kitchen documentation, including the reasons for each step.
Convert a Room for Dining Real unit · BIIAB
This unit provides learners with the skills to convert a room for dining service and return it to its original state. You'll set up tables and chairs, arrange tableware and linen appropriately, and understand different layouts and procedures for various dining occasions.
What you'll be able to do
- Demonstrate the ability to set up food dining areas according to requirements
- Describe the procedures for setting up food dining areas, including table layout and service standards
- Demonstrate the ability to return a food dining area to its original state after service
- Explain the procedures for returning a food dining area to its original state, including cleaning and storage
Deal with Arrival of Customers Real unit · BIIAB
It teaches you to manage the arrival of customers by greeting them warmly, confirming requirements, and providing directions or escorting them appropriately. You'll understand the importance of a positive first impression and handling customer queries efficiently.
What you'll be able to do
- Deal with the arrival of customers in a welcoming and efficient manner
- Effectively manage the arrival process for customers, including greeting, check-in, and providing initial information
Deal with Bookings Real unit · BIIAB
You'll learn to manage booking enquiries by gathering information and offering suitable options. The unit includes confirming, cancelling, and amending bookings while understanding the importance of clear communication and professional customer service.
What you'll be able to do
- Deal with booking enquiries effectively
- Deal with booking enquiries
- Confirm, cancel and amend bookings accurately
- Confirm, cancel and amend bookings
Deal with Communications as Part of the Reception Function Real unit · BIIAB
You'll develop the ability to manage incoming and outgoing communications within a reception environment professionally. The unit covers different communication methods, routing messages accurately, taking clear messages, and maintaining confidentiality.
What you'll be able to do
- Deal with incoming communications promptly and professionally
- Manage incoming communications effectively, including telephone calls, emails, and other forms of correspondence
- Deal with outgoing communications accurately and efficiently
- Prepare and send outgoing communications, ensuring clarity and professionalism
Deal with customers across a language divide Real unit · BIIAB
This unit covers the preparation and communication strategies required to interact effectively with customers who speak a different first language. You'll learn to use appropriate communication techniques and demonstrate patience to ensure positive customer interactions across language divides.
What you'll be able to do
- Prepare to deal with customers with a different first language
- Deal with customers who speak a different first language from their own
- Deal with customers across a language divide
Employment Rights and Responsibilities in the Hospitality, Leisure, Travel and Tourism Sector Real unit · BIIAB
This unit provides learners with an understanding of employment rights and responsibilities within the hospitality, leisure, travel, and tourism sector. You'll explore legal frameworks, organisational procedures, and factors affecting their occupation and organisation.
What you'll be able to do
- Know employer rights within the hospitality, leisure, travel and tourism sector
- Know employee rights within the hospitality, leisure, travel and tourism sector
- Know employer responsibilities within the hospitality, leisure, travel and tourism sector
- Know employee responsibilities within the hospitality, leisure, travel and tourism sector
- Know own organisational procedures related to employment rights and responsibilities
- Know factors that affect own organisation within the hospitality, leisure, travel and tourism sector
- Know factors that affect own occupation within the hospitality, leisure, travel and tourism sector
Give customers a positive impression of yourself and your organisation. Real unit · BIIAB
This unit equips learners with techniques to establish rapport with customers using body language, tone of voice, and active listening. You'll respond appropriately to enquiries and communicate information effectively to create a positive impression of themselves and the organisation.
What you'll be able to do
- Establish rapport with customers to create a positive interaction
- Respond appropriately to customers' needs and requests, demonstrating professionalism and helpfulness
- Communicate information clearly and effectively to customers, ensuring they understand the details provided
- Understand how personal presentation and organisational knowledge contribute to giving customers a positive impression of yourself and the organisation
Handle Mail and Book External Services Real unit · BIIAB
It teaches you to handle incoming and outgoing mail and messages promptly and accurately, following organisational procedures. You'll also learn to book external services efficiently, selecting suitable providers and confirming arrangements.
What you'll be able to do
- Handle mail and messages promptly and accurately, following organisational procedures.
- Handle mail and messages, including sorting, distributing, and recording information.
- Book external services efficiently and effectively, following organisational guidelines.
- Book external services, including identifying suitable providers and confirming arrangements.
Maintain Housekeeping Supplies Real unit · BIIAB
You'll develop the ability to maintain housekeeping supplies by receiving, checking, storing, and issuing items according to organisational procedures. The unit emphasises quality control, stock management, reporting discrepancies, and security measures.
What you'll be able to do
- Demonstrate the ability to receive and check housekeeping supplies according to organisational procedures
- Explain the procedures for receiving and checking housekeeping supplies, including quality control and documentation
- Demonstrate the ability to store and issue housekeeping supplies in a safe and organised manner
- Explain the procedures for storing and issuing housekeeping supplies, including stock rotation and security measures
Maintain and deal with payments Real unit · BIIAB
This unit provides learners with the skills to accurately record and process payments following organisational procedures. You'll understand the importance of maintaining accurate payment records and the procedures for handling different payment methods.
What you'll be able to do
- Demonstrate the ability to accurately maintain records of payments received and processed.
- Explain the procedures for maintaining accurate payment records and dealing with different payment methods.
Maintain cellars and kegs Real unit · BIIAB
You'll learn to maintain cellars by monitoring temperature and humidity and preparing kegs and gas for dispensing. The unit emphasises the importance of cellar conditions for beverage quality and safe handling procedures.
What you'll be able to do
- Maintain cellars to ensure the quality of beverages
- Explain the procedures involved in maintaining cellars
- Prepare kegs and gas for use in dispensing beverages
- Describe the processes involved in preparing kegs and gas for use
Maintain customer service through effective handover Real unit · BIIAB
This unit focuses on maintaining customer service through effective handover within a team. You'll develop skills in agreeing responsibilities, monitoring service actions, and communicating clearly to ensure continuity and quality of customer service.
What you'll be able to do
- Agree joint responsibilities with colleagues in a customer service team
- Check that customer service actions are completed by working together with colleagues
- Explain how to maintain customer service through effective handover procedures
Maintain food safety when storing, holding and serving food Real unit · BIIAB
It teaches you to maintain food safety during storage, holding, and serving by applying hygiene practices for themselves and their working areas. You'll understand contamination prevention, temperature monitoring, and the importance of personal and workplace cleanliness.
What you'll be able to do
- Maintain food safety
- Keep self clean and hygienic
- Keep self clean and hygienic
- Keep working area clean and hygienic
- Keep working area clean and hygienic
- Store food safely
- Store food safely
- Hold and serve food safely
- Hold and serve food safely
Maintain food safety when storing, preparing and cooking food Real unit · BIIAB
This unit equips learners with the knowledge and skills to maintain food safety when storing, preparing, and cooking food. You'll apply personal hygiene practices, maintain clean working areas, and follow safe food handling procedures to prevent contamination.
What you'll be able to do
- Demonstrate the ability to keep yourself clean and hygienic in a food preparation environment
- Describe the procedures for maintaining personal cleanliness and hygiene in a food preparation environment
- Demonstrate the ability to keep a working area clean and hygienic
- Describe the procedures for maintaining a clean and hygienic working area
- Demonstrate the ability to store food safely, following established procedures
- Describe the procedures for storing food safely, including temperature control and stock rotation
- Demonstrate the ability to prepare, cook and hold food safely, following food safety guidelines
- Describe the principles of maintaining food safety throughout the preparation, cooking and holding processes
- Describe the procedures for preparing, cooking and holding food safely to prevent contamination and spoilage
Maintenance of a safe, hygienic and secure working environment Real unit · BIIAB
You'll understand how to maintain personal health and hygiene and contribute to a safe, hygienic, and secure workplace. The unit covers correct use of personal protective equipment, reporting health concerns, and adhering to organisational safety and hygiene policies.
What you'll be able to do
- Maintain personal health and hygiene
- Maintain personal health and hygiene
- Help maintain a hygienic, safe and secure workplace
- Maintain a hygienic, safe and secure workplace
Prepare Customer Accounts and Deal with Departures Real unit · BIIAB
This unit covers the accurate preparation and maintenance of customer accounts using appropriate systems. You'll understand the importance of record-keeping and will be able to manage customer departures professionally in line with organisational procedures.
What you'll be able to do
- Prepare and maintain customer accounts.
- Understand how to prepare and maintain customer accounts.
- Deal with the departure of customers.
- Understand how to deal with the departure of customers.
Prepare Hot and Cold Sandwiches Real unit · BIIAB
You'll gain the skills to prepare and present a variety of hot and cold sandwiches safely and hygienically. The unit covers ingredient selection, preparation techniques, attractive presentation, and adherence to food safety guidelines throughout the process.
What you'll be able to do
- Demonstrate the ability to prepare a range of hot and cold sandwiches to meet customer requirements
- Explain the procedures for preparing a range of hot and cold sandwiches, including ingredient selection and food safety considerations
Prepare and clear areas for counter and takeaway service Real unit · BIIAB
You'll gain the skills to prepare and clear areas for counter and takeaway service efficiently. The unit includes setting up with necessary equipment and supplies, arranging items attractively, and maintaining hygiene and safety standards.
What you'll be able to do
- Prepare areas effectively for counter and takeaway service.
- Demonstrate knowledge of the procedures for preparing areas for counter and takeaway service.
- Clear areas effectively following counter and takeaway service.
- Demonstrate knowledge of the procedures for clearing areas following counter and takeaway service.
Prepare and clear areas for table service Real unit · BIIAB
You'll develop the ability to prepare and clear service and dining areas for table service efficiently. The unit covers checking cleanliness, organising equipment, clearing after service, and maintaining hygiene standards to support effective table service operations.
What you'll be able to do
- Prepare service areas and equipment for table service
- Understand how to prepare service areas and equipment for table service
- Clear dining and service areas after table service
- Understand how to clear dining and service areas after table service
- Prepare customer and dining areas for table service
- Understand how to prepare customer and dining areas for table service
Prepare and clear the bar area Real unit · BIIAB
This unit equips learners to prepare and clear bar areas effectively, including setting up tables, stocking supplies, and maintaining cleanliness. You'll understand procedures for cleaning and storing glassware and the importance of presentation standards.
What you'll be able to do
- Prepare the customer and service area according to organisational standards.
- Understand the procedures for preparing the customer and service area, including hygiene and safety requirements.
- Clear the customer and service area efficiently and effectively.
- Understand the methods for clearing the customer and service area, including waste disposal and table resetting.
- Clean and store glassware according to hygiene standards.
- Understand the correct procedures for cleaning and storing glassware, including handling and storage techniques.
Prepare and cook fish Real unit · BIIAB
You'll gain practical skills to prepare and cook fish using various methods. The unit covers filleting, portioning, storage, and cooking techniques to ensure fish is prepared to the required standards.
What you'll be able to do
- Prepare fish for cooking using appropriate techniques
- Cook fish to meet required standards
- Describe the methods used to prepare fish for cooking
- Explain the cooking processes for different types of fish
Prepare and cook meat and poultry Real unit · BIIAB
This unit equips learners with practical skills to prepare and cook meat and poultry dishes safely and to the required standard. You'll understand preparation methods, cooking techniques, presentation, and relevant food safety and hygiene requirements.
What you'll be able to do
- Demonstrate the ability to prepare and cook meat and poultry dishes to meet required standards
- Explain the principles and techniques involved in preparing and cooking meat and poultry, including food safety and hygiene
Prepare and finish simple salad and fruit dishes Real unit · BIIAB
This unit provides learners with the skills to prepare and finish simple salad and fruit dishes. You'll select fresh ingredients, apply correct preparation techniques, assemble dishes attractively, and understand the importance of hygiene and appropriate dressings.
What you'll be able to do
- Prepare simple salad and fruit dishes
- Understand how to prepare simple salad and fruit dishes
- Finish simple salad and fruit dishes
- Understand how to finish simple salad and fruit dishes
Prepare and present food for cold presentation Real unit · BIIAB
This unit covers the preparation and presentation of food for cold presentation, focusing on correct preparation techniques and attractive presentation considering colour, texture, and arrangement. You'll gain skills to meet standards for portion size, quality, and consistency.
What you'll be able to do
- Demonstrate the ability to prepare and present food for cold presentation to meet required standards
- Explain the principles and techniques involved in preparing and presenting food for cold presentation, including food safety and aesthetic considerations
Prepare and serve cocktails Real unit · BIIAB
This unit equips learners with the skills to prepare bar areas and equipment for cocktail service and to serve cocktails effectively. You'll understand hygiene and safety requirements and processes involved in cocktail preparation and service.
What you'll be able to do
- Prepare areas and equipment for serving cocktails
- Describe the processes involved in preparing areas and equipment for serving cocktails
- Serve cocktails to meet customer requirements
- Explain the procedures involved in serving cocktails
Prepare and serve dispensed and instant hot drinks Real unit · BIIAB
You'll develop the ability to prepare equipment and work areas for hot drinks service and to prepare and serve a range of dispensed and instant hot drinks. The unit emphasises hygiene practices and correct maintenance of dispensing equipment.
What you'll be able to do
- Prepare equipment and the work area for hot drinks service
- Understand how to prepare equipment and the work area for hot drinks service
- Prepare and serve dispensed and instant hot drinks to meet customer requirements
- Understand how to prepare and serve dispensed and instant hot drinks
Prepare and serve hot drinks using specialist equipment Real unit · BIIAB
You'll develop practical skills to prepare and serve hot drinks using specialist equipment. The unit includes preparing the work area, checking equipment safety, operating machinery correctly, and understanding the importance of cleanliness and ingredient selection.
What you'll be able to do
- Demonstrate the ability to prepare the work area and equipment for hot drinks service
- Describe the procedures for preparing the work area and equipment for hot drinks service, including safety checks
- Demonstrate the ability to prepare and serve a range of hot drinks using specialist equipment
- Describe the techniques and considerations for preparing and serving a range of hot drinks, including appropriate equipment use
Prepare and serve wines Real unit · BIIAB
You'll gain skills to prepare service areas, equipment, and stock for wine service and determine customer requirements. The unit covers presenting and serving wine while maintaining hygiene and safety standards.
What you'll be able to do
- Prepare service areas, equipment and stock effectively for wine service.
- Understand the procedures for preparing service areas, equipment and stock for wine service.
- Determine customer requirements for wine accurately.
- Understand how to determine customer requirements for wine, taking into account factors such as food pairings and preferences.
- Present and serve wine to meet customer expectations.
- Understand the correct procedures for presenting and serving wine, including glassware and temperature.
Produce Basic Egg Dishes Real unit · BIIAB
You'll learn to prepare and cook basic egg dishes using techniques such as frying, scrambling, and poaching. The unit covers cooking principles, times, temperatures, and food safety considerations for producing and presenting egg dishes attractively.
What you'll be able to do
- Produce basic egg dishes following standard recipes and techniques.
- Understand the principles and methods for producing basic egg dishes, including cooking times and food safety considerations.
Produce Basic Fish Dishes Real unit · BIIAB
You'll learn to prepare, cook, and present basic fish dishes according to recipes and standards. The unit covers different preparation methods, cooking techniques, and adherence to food safety and hygiene requirements.
What you'll be able to do
- Produce basic fish dishes according to standard recipes and procedures.
- Understand the methods and techniques required to produce basic fish dishes, including preparation, cooking, and presentation.
Produce Basic Pasta Dishes Real unit · BIIAB
You'll learn to produce basic pasta dishes, including preparing pasta dough, cooking pasta to the correct texture, and making basic sauces. The unit covers ingredient selection, preparation, and presentation techniques.
What you'll be able to do
- Prepare to produce basic pasta dishes
- Produce basic pasta dishes
- Understand the processes involved in producing basic pasta dishes
Produce Basic Rice, Pulse and Grain Dishes Real unit · BIIAB
You'll learn to prepare basic rice, pulse, and grain dishes to a satisfactory standard, applying suitable preparation and cooking methods. The unit also covers appropriate presentation techniques for these dishes.
What you'll be able to do
- Demonstrate the ability to produce a range of basic rice, pulse and grain dishes to a satisfactory standard.
- Explain the processes involved in producing basic rice, pulse and grain dishes, including preparation, cooking methods, and presentation.
Produce Basic Vegetable Dishes Real unit · BIIAB
It teaches you to prepare a range of basic vegetable dishes, including salads, soups, and side dishes, using appropriate cooking methods. You'll understand the importance of selecting fresh ingredients and presenting dishes attractively to a satisfactory standard.
What you'll be able to do
- Demonstrate the ability to produce a range of basic vegetable dishes to a satisfactory standard.
- Explain the processes involved in producing basic vegetable dishes, including preparation, cooking methods, and presentation.
Produce documents in a business environment Real unit · BIIAB
This unit provides learners with knowledge and skills to produce high-quality, attractive business documents using available resources and technology. You'll understand the importance of following organisational procedures to ensure consistency, accuracy, and effective communication.
What you'll be able to do
- Understand the importance of producing high quality and attractive documents in a business environment for effective communication.
- Know the resources and technology available for producing documents in a business environment and how to utilise them effectively.
- Understand the importance of following organisational procedures when producing documents in a business environment to ensure consistency and accuracy.
- Prepare for document production tasks by gathering necessary information and resources.
- Produce documents to agreed specifications, meeting quality standards and deadlines.
Promote additional services or products to customers Real unit · BIIAB
You'll identify additional services or products offered by an organisation and describe their key features. This unit covers how to inform customers clearly about these offerings, explain their benefits, and gain customer commitment to using them.
What you'll be able to do
- Identify a range of additional services or products that are available to customers within the organisation.
- Inform customers clearly and concisely about the features and benefits of additional services or products.
- Secure customer agreement to utilise additional services or products through effective communication and persuasion techniques.
- Explain the principles and methods used to effectively promote additional services or products to customers.
Provide Tourism Information Services to Customers Real unit · BIIAB
You'll learn to identify and confirm customer tourism information needs using effective questioning and active listening. The unit covers sourcing relevant tourism information and providing accurate advice tailored to customer requirements.
What you'll be able to do
- Work effectively with customers to identify their tourism information needs
- Understand the processes involved in working with customers to determine their tourism information requirements
- Seek relevant tourism information and offer appropriate advice to customers
- Understand the methods for sourcing tourism information and providing helpful recommendations to customers
Provide a buffet and carvery service Real unit · BIIAB
You'll learn to prepare and maintain buffet and carvery displays safely and attractively, ensuring food quality throughout service. The unit also covers serving and assisting customers, emphasising hygiene and customer service standards.
What you'll be able to do
- Prepare and maintain a buffet and carvery display.
- Understand how to prepare and maintain a buffet and carvery display.
- Serve and assist customers at the carvery and buffet.
- Understand how to serve and assist customers at the carvery and buffet.
Provide a counter and takeaway service Real unit · BIIAB
It teaches you to take customer orders accurately and efficiently at the counter, process payments, and provide orders promptly. You'll also maintain cleanliness and organisation of service areas while handling customer queries and complaints effectively.
What you'll be able to do
- Serve customers efficiently and effectively at the counter.
- Know the procedures for serving customers at the counter, including taking orders and processing payments.
- Maintain the cleanliness and organisation of counter and service areas.
- Know the procedures for maintaining counter and service areas, including hygiene and safety standards.
Provide a silver service Real unit · BIIAB
You'll gain the skills and knowledge to provide a silver service, including food presentation and service techniques. The unit covers preparing the service area, serving food professionally, clearing courses, and understanding etiquette and safety standards.
What you'll be able to do
- Demonstrate the ability to silver serve food to meet customer expectations
- Explain the techniques and procedures involved in silver service, including etiquette and presentation standards
- Demonstrate the ability to clear finished courses efficiently and discreetly
- Describe the correct procedures for clearing finished courses, including waste disposal and table maintenance
Provide reception services Real unit · BIIAB
It teaches you to provide professional reception services by understanding their role in creating positive first impressions. You'll learn procedures for greeting visitors, effective communication, and methods to improve reception services and their own role.
What you'll be able to do
- Understand the purpose and importance of reception services within a business organisation.
- Understand the procedures to be followed when providing a range of reception services.
- Understand methods for improving reception services and developing own role within the reception function.
- Provide a professional and efficient reception service to meet customer needs.
Providing a Linen Service Real unit · BIIAB
You'll learn to receive and check linen deliveries against documentation, inspecting for quality and quantity. The unit covers storing and issuing clean linen according to organisational procedures and understanding stock rotation methods.
What you'll be able to do
- Receive and check linen according to workplace procedures.
- Understand the procedures for receiving and checking linen, including quality and quantity checks.
- Store and issue clean linen in accordance with organisational requirements.
- Understand the methods for storing and issuing clean linen, including stock rotation and security.
Receive, store and issue drinks stock Real unit · BIIAB
You'll be able to receive, check, and store drink deliveries according to organisational procedures, reporting discrepancies as necessary. The unit also covers issuing drinks stock, stock rotation, and the importance of quality and security checks.
What you'll be able to do
- Receive drink deliveries in a professional and efficient manner
- Understand the procedures for receiving drink deliveries, including checking quantities and quality
- Store and issue drinks stock according to organisational procedures
- Understand the methods for storing and issuing drinks stock, including stock rotation and security
Resolve customer service problems Real unit · BIIAB
It teaches you to identify and resolve customer service problems effectively. You'll recognise different problem types, analyse root causes, select suitable solutions, and take appropriate action to maintain customer satisfaction and organisational standards.
What you'll be able to do
- Identify customer service problems effectively
- Select the most appropriate solution to resolve identified customer service problems
- Take appropriate action to resolve customer service problems efficiently and effectively
- Describe the procedures for resolving a range of customer service problems, including communication techniques
Serve alcoholic and soft drinks Real unit · BIIAB
You'll develop the ability to take and record customer orders for alcoholic and non-alcoholic drinks accurately and courteously. The unit covers communication techniques, standard procedures, and legal requirements related to serving drinks.
What you'll be able to do
- Take customers' orders accurately and efficiently, using appropriate communication skills.
- Understand the procedures for taking customers' orders, including identifying customer needs and preferences.
- Serve alcoholic and non-alcoholic drinks according to legal requirements and organisational procedures.
- Understand the legal requirements and organisational procedures for serving alcoholic and non-alcoholic drinks, including age verification and responsible service.
Serve food at the table Real unit · BIIAB
This unit develops learners' skills to greet customers, take orders accurately, and serve food and beverages at the table professionally. You'll also maintain the dining area and understand effective communication techniques to enhance customer service.
What you'll be able to do
- Greet customers and take orders
- Understand how to greet customers and take orders
- Serve customers’ orders and maintain the dining area
- Understand how to serve customers’ orders and maintain the dining area
Set Up and Close Kitchen Real unit · BIIAB
This unit covers preparing kitchens for food operations, including setting up work surfaces and equipment, checking ingredients, and organising workflow. You'll also learn to prepare food items for service and close the kitchen following operational procedures.
What you'll be able to do
- Prepare the kitchen for food operations
- Understand how to prepare the kitchen for food operations
- Prepare food items for operation and service
- Understand how to prepare food items for operation and service
- Close the kitchen after operations, following organisational procedures
- Understand how to close the kitchen after operations
Store and retrieve information Real unit · BIIAB
This unit provides learners with knowledge of data protection and confidentiality when storing and retrieving information. You'll learn to store information accurately using appropriate methods and retrieve it efficiently while complying with legal requirements.
What you'll be able to do
- Understand the processes and procedures for storing and retrieving information, including data protection and confidentiality requirements.
- Store information accurately and securely, using appropriate methods and systems.
- Retrieve information efficiently and effectively, following established procedures.
Use of Different Chemicals and Equipment in Housekeeping Real unit · BIIAB
You'll gain practical skills and knowledge to safely use various chemicals, manual, and electrical equipment in housekeeping. The unit covers the selection of personal protective equipment, understanding chemical hazards, and following safe handling procedures.
What you'll be able to do
- Work using different chemicals
- Understand how to work using different chemicals
- Work using manual equipment
- Understand how to work using manual equipment
- Work using electrical equipment
- Work using electrical equipment
Use office equipment Real unit · BIIAB
You'll gain knowledge of various office equipment types and their uses, alongside health and safety procedures for operation. The unit covers following instructions, minimising waste, and basic troubleshooting to ensure safe and efficient equipment use.
What you'll be able to do
- Know about different types of office equipment and their specific uses within a business environment.
- Understand the importance of following instructions and health and safety procedures when using office equipment to prevent accidents and ensure safe operation.
- Understand how to use office equipment in a way that minimises waste of resources and promotes sustainability.
- Know about the different types of problems that may occur when using office equipment and how to troubleshoot and resolve them effectively.
- Understand the importance of meeting work standards and deadlines when using office equipment to ensure productivity and efficiency.
- Understand the importance of leaving equipment and the work area clean and tidy, ready for the next user.
- Use office equipment competently and safely to complete required tasks.
Working effectively as part of a hospitality team Real unit · BIIAB
It teaches you to plan and organise their work effectively within a hospitality team. You'll develop teamwork, communication, and personal development skills to contribute positively while maintaining a clean and organised work environment.
What you'll be able to do
- Plan and organise own work within a hospitality team
- Work effectively with team members to achieve common goals
- Develop own skills to enhance performance within the hospitality sector
- Describe how to plan and organise own work within a hospitality team
- Explain how to work effectively with team members
- Explain how to develop own skills to enhance performance
03The standards
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
Clean and maintain soft floors and furnishings Legacy
- Standard
Clean drink dispense lines Legacy
- Standard
Clean windows from the inside
- Standard
Collect linen and make beds
- Standard
Collect linen and make beds Legacy
- Standard
Convert an area for dining Legacy
- Standard
Deal with bookings Legacy
- Standard
Deal with communications as part of the reception function Legacy
- Standard
Deal with the arrival of customers Legacy
- Standard
Maintain customer service through effective handover
- Standard
Maintain food safety in a hospitality environment Legacy
- Standard
Maintain food safety when storing, holding and serving food
- Standard
Manage accurate and appropriate billing and payment processes
- Standard
Manage the supply of uniforms and housekeeping of staff areas
- Standard
Prepare Hot and Cold Sandwiches Legacy
- Standard
Prepare UK grapes for fermentation
- Standard
Prepare and Cook Fish
- Standard
Prepare and Cook Meat and Poultry
Showing 18 of 36 standards these units map to.
04The credits
The credits, and who awards them
Level 2 credits are regulated, and they are awarded by BIIAB 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
Carry Out Periodic Room Servicing and Deep CleaningClean Windows from the InsideClean and maintain soft floors and furnishingsClean drink dispense linesClean, maintain and protect semi-hard and hard floorsCleaning and Servicing a Range of Housekeeping AreasCollect Linen and Make BedsComplete Kitchen Documentation
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 Practical Builder · your make-it-real tutor Illustration The Practical Builder Paste in the draft you have for “Complete Kitchen Documentation”. Not a tidied one, the one you would actually send.
You It is mostly there. The recommendations section is thin.
The Practical Builder Thin is fine, vague is not. Take recommendation two and tell me who does what by when, then we will see if it survives.
- Draft the real one Create
You do “Complete Kitchen Documentation” on a real document of your own. Zavmo works on the draft you have to send anyway, so the coursework and the job are the same piece of work.
- Lead it Apply
“Working effectively as part of a hospitality team” 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.
BIIAB Level 2 NVQ Diploma in Hospitality Services
- Clean and maintain soft floors and furnishings Legacy
- Clean drink dispense lines Legacy
- Clean windows from the inside
- Collect linen and make beds
- Collect linen and make beds Legacy
- Convert an area for dining Legacy
- Deal with bookings Legacy
- Deal with communications as part of the reception function 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 Carry Out Periodic Room Servicing and Deep Cleaning, one of this qualification's own units.
Applied to your own work
This unit enables learners to carry out periodic room servicing and deep cleaning according to schedules and safety guidelines. Learners will perform tasks such as dusting, vacuuming, and polishing, understanding the purpose and importance of thorough cleaning procedures.
How the thinking builds
- 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 BIIAB Level 2 NVQ Diploma in Hospitality Services
58 units in this credential, in the order it lists them, awarded by BIIAB.
- Carry Out Periodic Room Servicing and Deep Cleaning
- Clean Windows from the Inside
- Clean and maintain soft floors and furnishings
- Clean drink dispense lines
- Clean, maintain and protect semi-hard and hard floors
- Cleaning and Servicing a Range of Housekeeping Areas
and 52 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.