Inntobookwork Training Package Information

The Advanced Certificate in Licensed Hospitality and the Advanced Diploma in Licensed Retailing level 3.

In order to qualify for the diploma, the three subjects that form the Advanced Certificate must be passed also .These are shown as units one to three below
Four of the other subjects can be chosen to achieve the diploma.
The units are stand alone courses.It is perceived that candidates with some supervisory or management experience will gain the most from these courses.

The Certificate involves a workplace self study period before attending the course in which a pre-course “open book” exam comprising five questions is completed.
This work will be marked by the BIIAB and will form 25% of the marks available through examination.
There is also a closed book exam comprising 15 questions, taken at the end of the day course over 1hour and 15 minutes.
This exam is also marked externally by the BIIAB.
Both exams are designed to test the ability of the candidate to apply knowledge gained to scenarios in questions which require short answers.

Unit 1-Profit & Loss and Budget Control
This course is designed to help candidates understand how day to day income and expenditure records correspond to a Profit and Loss Account. It also shows candidates how to compare their Profit and Loss Reports with Budgets to measure performance and make appropriate business decisions. The unit helps candidates to understand Profit and Loss accounting and some financial terms that are commonly used in order to control the business better. It enables candidates to plan effectively, improve management controls to increase profitability and to negotiate with bank managers, line managers or accountants.

Unit 2-Understanding Your Market
Candidates will be able to identify potential customer groups and clearly define those customer needs in order to create an appropriate offer for their business. They will be shown a range of market research data and techniques as well as how to set up measurable objectives and methods for evaluating success. Candidates will be able to introduce a customer focused cycle of continual improvement and establish effective marketing activities.

Unit 3 Motivating Your Staff
Candidates will learn how to apply motivation theory to operational practice and will develop an understanding of how to build and lead an effective team. It will help candidates understand how their own management style can be varied to influence staff performance and how employees perceive them. They will learn how to manage their own and their staffs’ needs. Candidates will also develop methods of improving communication with staff and understand the benefits of developing structured performance management processes. The value of the staff team as one unit will be recognised by candidates as more effective than the individual parts. Each of these three units making up the Certificate is based on 20 hours learning hours,including self study.

Diploma Units
Candidates are sent a pre course learning handbook 3 weeks before each of the courses containing essential knowledge and assessment needed for the course. Pre course work will take 4-10 hours dependant on experience. The pre course test is 33.3% of the marks. There is an examination at the end of the one day course which lasts one hour and is short answer questions.

Unit 4-Customer Service Procedures
This course is designed to encourage licensees and business managers to focus on customers, identify the different occasions that customers have different needs and learn about meeting and exceeding customer expectation. Candidates will be able to implement and evaluate effective customer service procedures, analyse customer service in detail and put action plans in place to improve procedures. Candidates develop quality assurance programmes, ensuring consistency of standards and the involvement of the whole team in communicating and delivering service excellence.

The course includes identifying customers needs wants and expectations, looking at the customer journey and service standards, communicating with the team and leading them through improved performance, delivering excellence, measuring the results and actioning shortfalls.

Unit 5-Training Design and Delivery
This unit shows licensees and business managers how to review their business and identify training needs.
Candidates will learn how to get the best from their team by designing, preparing and delivering training with a focus on group training sessions.

They will learn to identify training needs and translate them into training objectives, design material and find training resources and aids and to deliver training using different methods, techniques and the physical environment. The unit also trains candidates to apply self evaluation and trainer observation techniques for continuous
Improvement of the standards and business opportunities offered through staff by improving knowledge, ability and communication within the team.

Unit 6-Sales Promotion
This course is designed to help licensees and Business Managers promote their products and services to customers.
Candidates will be shown a range of standard industry approaches. The course tutor then facilitates allowing action plans to develop using ideas from the whole group and tailoring plans to suit the individual business needs, covering the entire operation.

Appropriate events and facilities will be discussed as a way of attracting new customers, increasing the number of visits for existing customers and increasing individual spend.
Different forms of advertising events in order to effectively reach the customer will be discussed.
The action plan will focus on increasing impact and influencing customer choice, as well as manipulating the sales mix and maximising margins during promotions.

The benefits of personal selling, staff motivation and a cohesive team approach are reinforced to candidates. They are shown how to apply this knowledge to their own business, growing sales and profit in their own business.
The tutor will discuss promotional activities and techniques, targeting specific customer groups, internal and external factors, advertising and customer communication, financial plans including the cost of discounting and evaluations.

Unit 7-Business Planning
Business Planning helps licensees and business managers to develop financial, marketing and organisational skills by analysing their business effectiveness ,creating and analysing their own business plan to take the business forward .They will understand the use of a business plan in making focused business decisions.

They will be shown how to do an analysis of strengths, weaknesses, opportunities and threats to their business. The tutor will guide candidates through the current market position and will evaluate marketing opportunities. Differing strategies will be compared as a means of achieving goals.

The impact of borrowing money or obtaining grants is analysed as part of the overall financial forecast session. The importance of continuous monitoring of performance against the action plan and introducing remedial action is discussed.

Unit 8-Merchandising and Selling
This unit focuses on the display of Products and Promotion of Services to influence customer choice, maximise margins and manipulate the sales mix.

Candidates will look closely at the benefits of selling, motivating their team and a united team approach to sales. The impact merchandising will have on improving sales and margins will be linked to achieving business objectives. The five senses, new product information ,chalk boarding and influencing customer decisions are all covered on this course. The tutor will also cover working patterns behind the bar and stock movements of products.

Unit 9-Introducing a New Catering Offer
This unit is designed for licensees and business managers who are thinking of introducing catering to capitalise on the growing market for food, especially with the no smoking regime about to arrive in public houses.

The tutor will take candidates through the planning process of identifying the customer, determining the appropriate offer from food developments, concepts and current trends ,and establishing a unique selling point.
Candidates will then learn how to produce dish specifications, and calculate cost prices. They will learn about supplier management. They will calculate selling prices based on the margin they need and other external and internal influences.
Candidates will learn to maximise profits through planning kitchen layouts, selecting equipment and ensuring effective stock control.

The tutor will also look at food regulation in regard to practices required and selling food.
Several ways of selling food to customers will be explored.

Unit 12-Improving Your Catering Operation
Designed for Licensees and Business managers who want to analyse their existing catering operation this course covers kitchen layouts, equipment selection and use, purchase specifications, supplier management and use and staff organisation.

The unit focuses on maximising profit while ensuring quality is maintained. It looks at menu engineering and sales mix management techniques, both for profit and ease of service. The tutor also will discuss sales promotion techniques using food.
The current market position, branding and franchising food concepts will be explained. The emphasis is placed on understanding whom the customer is and the critical success factors that underpin the catering offer.

Unit 13-Recruitment and Employment Practice
This course is designed to enable licensees and business managers to implement robust and appropriate employment and operational procedures to ensure staff are managed effectively within current employment law guidelines.

The course will also help candidates ascertain recruitment needs, ensure effective recruitment of key staff and to develop contracts and written policies that ensure fair treatment of employees. Candidates will also learn how to plan,organise and conduct both disciplinary and grievance hearings.

They will learn also about ACAS. The tutor will relate current employment and health and safety legislation to licensed premises,guiding candidates as to where information can be found and the penalties of non-compliance.
Record keeping will be explained, including contracts and authorisation forms as well as standard records.