Every apprenticeship journey begins in a different place, but the outcome often shares a familiar pattern — greater confidence, stronger skills, and a clearer sense of what’s possible.

In this case study, we meet Francesca Evans, who chose the Hospitality Supervisor Apprenticeship Programme to develop, progress, and take on new challenges. Their story shows how the right support, structure, and guidance can help people grow — not just in their role, but in the direction they want their future to go.

Can you tell us a bit about your current role and what you do day to day?

I am the Assistant Manager at a boarding school, serving three meals a day to over 500 staff and students. We also hold multiple functions in which I organise all the front of house staff, set up and costing.

I also manage the accounts between the company and the school, ensuring we stay within monthly budget. Daily I run the front of house team and liase with the chefs for menus and allergens. I place orders of stock for the onsite coffee shop and stock inventories.

I compile rotas for 17 front of house staff on 5 over 7 contracts and split shifts. I communicate daily with the client, keeping them updated with menu changes, function requests and have monthly financial briefings with the operations manager and client.

I complete audits and report near misses and accidents. I also handle the recruitment, taking interviews, completing the onboarding process and applying for DBS checks.

What was your background before starting your apprenticeship?

I’ve always worked within the catering and hospitality industry, front of house and customer service focused.

What made you decide to start an apprenticeship?

I wanted the gain more experience and progress in my career.

How did you hear about PLG?

Thomas Franks.

What were you hoping to achieve when you first started?

Just knowledge into legislation and leadership.

What have you enjoyed most about the apprenticeship?

Learning more in depth about leadership styles, gaining confidence in leading a team.

What new skills or knowledge have you developed?

I have learned a lot around legislation.

Have there been any challenges along the way? How did you overcome them?

Multiple challenges within the structure of management in my workplace and consultation of contracts. To my advantage, this has helped me gain a lot of training and experience in the management role as I have been left ultimately in charge of the location. 

How have your trainer and PLG supported you?

My trainer has been fantastic since day one. He has been on hand whenever I’ve needed him. Barry’s knowledge has been invaluable to me and his lessons have helped me through each assignment with ease. His experience within the hospitality sector has given me so much more insight on how to handle different scenarios.

How has the apprenticeship helped you in your role?

This apprenticeship has given me the opportunity to become an Assistant Manager. The knowledge and understanding I have learned has enabled me to be seen within my company.

Have you noticed any changes in your confidence, skills or responsibilities?

I am definitely more confident in certain areas, such as due diligence and legislation, I can conduct allergen and health and safety audits and be able to highlight where we need improvement and where we aren’t following legislation.

I have definitely gained more responsibilities as I have changed jobs roles from supervisor to assistant manager.

What’s been your proudest achievement so far?

Accepting the role of Assistant Manager.

What are your plans after completing the programme?

After completing the apprenticeship, I plan to move onto the level of the course.

Would you recommend an apprenticeship with PLG to others? Why?

Yes, even if you are just looking to gain experience and knowledge like myself, or looking to progress in your career, the apprenticeship will help you with both. Within the years apprenticeship I have learned so much in so many different aspects of the business, from wine pairing to managing budgets.

The courses are packed with information and delivered by a real person, a trainer that comes to your workplace or zoom calls you from home. its flexible within your working hours and the deadlines for assignments give you plenty of time to research. Its as hard or as easy as you make it.

If you could sum up your experience with PLG in one sentence, what would you say?

PLG Apprenticeships has been the key to my progression.