COOKERY NC II – TESDA COURSE MODULE

TESDA TRAINING REGULATIONS FOR COOKERY NC II

The TESDA Course in COOKERY NC II consists of competencies that a person must achieve to clean kitchen areas, prepare hot, cold meals and desserts for guests in various food and beverage service facilities.

This Qualification is packaged from the competency map of the Tourism Sector (Hotel and Restaurant).

TRAINEE ENTRY REQUIREMENTS

Trainees or students wishing to enroll in these course qualifications should possess the following requirements:

• can communicate both in oral and written;
• physically and mentally fit;
• with good moral character; and
• can perform basic mathematical computation

This list does not include specific institutional requirements such as educational attainment, appropriate work experience, and others that may be required of the trainees by the school or training center delivering this TVET program.

A student who has achieved this Qualification is competent to be employed in any of the following positions in the Garde Manger, Pastry or in the Hot Kitchen Section as:

• Cook or Commis
• Assistant Cook

COOKERY NC II – TRAINING AND REGULATION MODULE

Course Title: HEALTH CARE SERVICES
Level: NC II
Nominal Training Duration :

(Basic Competency) 18 Hours
(Common Competency) 18 Hours
(Core Competency) 280 Hours

Total Duration: 316 Hours

The COOKERY NC II Qualification consists of competencies that a person must achieve to clean kitchen areas, cook/prepare hot, cold meals and desserts for guests in various food and beverage service facilities

COMPETENCIES REQUIRED IN COOKERY NC II

This units of competency comprising this qualification include Basic, Common, and Core Competencies.

To obtain this TESDA course in COOKERY NC II, all units prescribed for this qualification must be achieved.

These units of competency comprising this qualification include the following:

UNIT CODE	CORE COMPETENCIES (280 Hours)
TRS512328	Clean and maintain kitchen premises
TRS512331	Prepare stocks, sauces and soups
TRS512381	Prepare appetizers
TRS512382	Prepare salads and dressing
TRS512330	Prepare sandwiches
TRS512383	Prepare meat dishes
TRS512384	Prepare vegetables dishes
TRS512385	Prepare egg dishes
TRS512386	Prepare starch dishes
TRS512333	Prepare poultry and game dishes
TRS512334	Prepare seafood dishes
TRS512335	Prepare desserts
TRS512340	Package prepared food
UNIT CODE	COMMON COMPETENCIES (18 Hours)
TRS311201	Develop and update industry knowledge
TRS311202	Observe workplace hygiene procedures
TRS311203	Perform computer operations
TRS311204	Perform workplace and safety practices
TRS311205	Provide effective customer service
UNIT CODE	BASIC COMPETENCIES (18 Hours)
500311105	Participate in workplace communication
500311106	Work in a team environment
500311107	Practice career professionalism
500311108	Practice occupational health and safety procedures

This section gives the details and contents of the units of competency required in COOKERY NC II. These units of competency are categorized into basic, common and core competencies.

CORE COMPETENCIES

This section gives the details of the contents of the core units of competency required in COOKERY NC II.

UNIT OF COMPETENCY: CLEAN AND MAINTAIN KITCHEN PREMISES
UNIT CODE : TRS512328

This unit deals with the skills and knowledge involve in cleaning, sanitizing and maintaining kitchens, equipment and utensils for food preparation and storage in commercial/institutional kitchens

1. Clean, sanitize and store equipment
   • Chemicals and clean potable water are selected and used for cleaning and/or sanitizing kitchen equipment utensils, and working surfaces
   • Equipment and/or utensils are cleaned and/or sanitized safely using clean/potable water and according to manufacturer’s instructions
   • Clean equipment and utensils are stored or stacked safely in the designated place
   • Cleaning equipment and supplies are used safely in accordance with manufacturer’s instructions
   • Cleaning equipment are assembled and disassembled safely
   • Cleaning equipment are stored safely in the designated position and area
2. Clean and sanitize premises
   • Cleaning schedules are followed based on enterprise procedures
   • Chemicals and equipment for cleaning and/or sanitizing are used safely
   • Walls, floors, shelves and working surfaces are cleaned and/or sanitized without causing damage to health or property
   • First aid procedures are followed if an accident happens
3. Dispose of waste
   • Wastes are sorted and disposed according to sanitary regulations, enterprise practices and standard procedures
   • Cleaning chemicals are disposed safely according to standard procedures

UNIT OF COMPETENCY : PREPARE STOCKS, SAUCES AND SOUPS
UNIT CODE : TRS512331

This unit deals with the skills, knowledge, and attitude required to prepare various stocks, sauces and soups in a commercial/institutional kitchen

1. Prepare stocks, glazes and essences required for menu items
   • Ingredients and flavoring agents are used according to standard recipes defined by the enterprise
   • Variety of stocks, glazes, flavorings, seasonings are produced according to enterprise standards
2. Prepare soups required for menu items
   • Correct ingredients are selected and assembled to prepare soups, including stocks and prepared garnishes
   • Variety of soups are prepared according to enterprise standards
   • Clarifying, thickening agents and convenience products are used where appropriate
   • Soups are evaluated for flavor, color, consistency and temperature related problems are identified and addressed
   • Soups are presented at the right flavor, color, consistency and temperature, in clean service ware without drips and using suitable garnishes and accompaniments
3. Prepare sauces required for menu items
   • Variety of hot and cold sauces are prepared from classical and contemporary recipes based on the required menu items
   • Derivatives are made from mother sauces
   • Variety of thickening agents, seasonings and flavorings are used appropriately
   • Sauces are evaluated for flavor, color and consistency and related problems are identified and addressed
4. Store and reconstitute stocks, sauces and soups
   • Stocks, sauces and soups are stored correctly at the right temperature to maintain optimum freshness and quality
   • Stocks, sauces and soups are reheated/reconstituted to appropriate standards of consistency

UNIT OF COMPETENCY: PREPARE APPETIZERS
UNIT CODE : TRS512329

This unit deals with the skills and knowledge required in preparing and presenting hot and cold appetizers

1. Perform Mise’ en place
   • Tools, utensils and equipment are cleaned, sanitized and prepared based on the required tasks
   • Ingredients are identified correctly, according to standard recipes, or enterprise requirements
   • Ingredients are assembled according to correct sequence, quality and specifications required
   • Ingredients are prepared based on the required form and time frame
   • Frozen ingredients are thawed following enterprise procedures.
   • Where necessary, raw ingredients are washed with clean potable water.
2. Prepare a range of appetizers
   • Correct equipment are selected and used in the production of appetizers
   • Appetizers are produced in accordance with enterprise standards
   • Glazes are correctly selected and prepared, where required
   • Quality trimmings and other leftovers are utilized where and when appropriate
   • Appetizers are prepared, using sanitary practices
   • Appetizers are tasted and seasoned in accordance with the required taste of the dishes
   • Workplace safety and hygienic procedures are followed according to enterprise and legal requirements
   • Variety of cheese are presented and stored according to enterprise standard
3. Present a range of appetizers
   • Appetizers are presented attractively according to enterprise standards
   • Appetizers are presented using sanitary practices
   • Suitable plate are selected according to enterprise standards
   • Factors in plating dishes are observed in presenting appetizers
4. Store appetizers
   • Quality trimmings and other leftovers are utilized where and when appropriate
   • Appetizers are kept in appropriate conditions based on enterprise procedures
   • Required food storage containers are used and stored in proper temperatures to maintain freshness, quality and taste

UNIT OF COMPETENCY : PREPARE SALADS AND DRESSINGS
UNIT CODE : TRS512329

This unit deals with the skills and knowledge required in preparing and presenting salads and dressings

1. Perform Mise en place
   • Tools, utensils and equipment are cleaned, sanitized and prepared based on the required tasks
   • Ingredients are identified correctly, according to standard recipes, recipe cards or enterprise requirements
   • Ingredients are assembled according to correct quantity, type and quality required
   • Ingredients are prepared based on the required form and time frame
   • Frozen ingredients are thawed following enterprise procedures.
   • \Where necessary, raw ingredients are washed with clean potable water.
2. Prepare a variety salads and dressings
   • Variety of salads are prepared using fresh (seasonal) ingredients according to acceptable enterprise standards to maximize eating qualities, characteristics and taste
   • Dressings are prepared suitable to either incorporate into, or accompany salads
   • Prepared salads ad dressings are tasted and seasoned in accordance with the required taste
   • Workplace safety and hygienic procedures are followed according to enterprise and legal requirements
3. Present a variety of salads and dressings
   • Suitable plate are selected according to enterprise standards
   • Salads are presented attractively according to enterprise standards
   • Salads and dressing are accompanied based on clients requirements
   • Salads and dressings are presented hygienically, logically and sequentially within the required timeframe
4. Store salads and dressings
   • Salads are kept in appropriate conditions based on enterprise procedures
   • Required containers are used and stored in proper temperature to maintain freshness, quality and taste

UNIT OF COMPETENCY: PREPARE SANDWICHES
UNIT CODE : TRS512330

This unit deals with the skills and knowledge required in preparing and presenting sandwiches

1. Perform mise-en – place
   • Tools, utensils and equipment are cleaned, sanitized and prepared based on the required tasks
   • Ingredients are identified correctly, according to standard recipes, recipe cards or enterprise requirements
   • Ingredients are assembled according to correct quantity, type and quality required
   • Ingredients are prepared based on the required form and time frame
   • Frozen ingredients are thawed following enterprise procedures.
   • Where necessary, raw ingredients are washed with clean potable water
2. Prepare a variety of sandwiches
   • Variety of sandwiches are prepared based on appropriate techniques
   • Suitable bases are selected from a range of bread types
   • Sandwiches are produced using correct ingredients to an acceptable enterprise standard
   • Appropriate equipment are selected and used for toasting and heating according to enterprise procedures and manufacturer’s manual
   • Sandwiches are prepared logically and sequentially within the required time frame and/or according to customer’s request
   • Workplace safety and hygienic procedures are followed according to enterprise and legal requirements
3. Present a variety of sandwiches
   • Sandwiches are produced using correct ingredients to an acceptable enterprise standard
   • Sandwiches are presented hygienically, logically and sequentially within the required timeframe
   • Sandwiches are presented attractively using suitable garnishes, condiments and service wares
   • Factors in plating are observed in presenting sandwiches
4. Store sandwiches
   • Quality trimmings and other leftovers are utilized where and when appropriate
   • Sandwiches are stored hygienically at the proper temperature considering the factors specified by the enterprise
   • Sandwiches are kept in appropriate conditions to maintain freshness and quality

UNIT OF COMPETENCY : PREPARE MEAT DISHES
UNIT CODE : TRS512338

This unit deals with the knowledge, skills and attitude in selecting, preparing, cooking and storing meats.

1. Perform Mise en place
   • Tools, utensils and equipment are cleaned, sanitized and prepared based on the required tasks
   • Ingredients are identified correctly, according to standard recipes, recipe cards or enterprise requirements
   • Ingredients are assembled according to correct quantity, type and quality required
   • Ingredients are prepared based on the required form and time frame
   • Frozen ingredients are thawed following enterprise procedures.
   • Where necessary, raw ingredients are washed with clean potable water.
2. Cook meat cuts for service
   • Appropriate cooking methods are identified and used for cooking
   • A variety of portioned meat cuts are cooked in accordance to standard recipe specifications
   • A variety of offal dishes are cooked according to standard recipes
   • Meats are carved using the appropriate tools and techniques
   • Ingredients are adjusted to meet special requests of customers
   • Cooked dishes are tasted and seasoned in accordance with the required taste of the dishes
   • Workplace safety and hygienic procedures are followed according to enterprise and legal requirements
3. Present meat cuts for service
   • Meat dishes are presented attractively according to classical, cultural and enterprise standards
   • Meat dishes are presented hygienically, logically and sequentially within the required timeframe
   • Suitable plate are selected according to enterprise standards
   • Factors in plating dishes are observed in presenting meat dishes
4. Store meat
   • Quality trimmings and other leftovers are utilized where and when appropriate
   • Fresh and cryovac-packed meat are stored correctly according to health regulations
   • Required containers are used and stored in proper temperature to maintain freshness, quality and taste
   • Meat is stored in accordance with FIFO operating procedures and storage of meat requirements

UNIT OF COMPETENCY : PREPARE VEGETABLES DISHES
UNIT CODE : TRS512332

This unit deals with the skills, knowledge and attitude required in cooking, presenting and storing various vegetables dishes.

1. Perform Mise en place
   • Tools, utensils and equipment are cleaned, sanitized and prepared based on the required tasks
   • Ingredients are identified correctly, according to standard recipes, recipe cards or enterprise requirements
   • Ingredients are assembled according to correct quantity, type and quality required
   • Ingredients are prepared based on the required form and time frame
   • Frozen ingredients are thawed following enterprise procedures.
   • Where necessary, raw ingredients are washed with clean potable water.
2. Prepare vegetable dishes
   • Vegetables are selected according to, quality
   • Vegetables accompaniments are selected to complement and enhance menu items
   • Variety of vegetables dishes are prepared following appropriate Cooking methods to preserve optimum quality and nutrition
   • Suitable sauces and accompaniments are selected and served with vegetables
   • Cooked dishes are tasted and seasoned in accordance with the required taste of the dishes
   • Workplace safety and hygienic procedures are followed according to enterprise and legal requirements
3. Present vegetable dishes
   • Vegetables are uniformly cut and attractively presented
   • Suitable plate are selected according to enterprise standards
   • Factors in plating dishes are observed in presenting poultry and game dishes
   • Vegetables dishes are presented hygienically, logically and sequentially within the required timeframe
4. Store vegetables dishes
   • Quality trimmings and other leftovers are utilized where and when appropriate
   • Vegetables are stored at the correct temperature
   • Optimum freshness and quality is maintained in accordance with enterprise storing techniques and procedure
   • Vegetable is stored in accordance with FIFO operating procedures and storage of vegetable requirements

UNIT OF COMPETENCY : PREPARE EGG DISHES
UNIT CODE : TRS512332

This unit deals with the skills, knowledge and attitude required to cook, present and store various egg dishes.

1. Perform Mise en place
   • Tools, utensils and equipment are cleaned, sanitized and prepared based on the required tasks
   • Ingredients are identified correctly, according to standard recipes, recipe cards or enterprise requirements
   • Ingredients are assembled according to correct quantity, type and quality required
   • Ingredients are prepared based on the required form and time frame
   • Frozen ingredients are thawed following enterprise procedures.
   • Where necessary, raw ingredients are washed with clean potable water.
2. Prepare and cook egg dishes
   • Variety of egg dishes are prepared according to standard recipes using a range of cooking methods
   • Eggs are cooked based on clients requirements
   • Sauces and accompaniments specific to egg preparations are selected and prepared
   • Cooked dishes are tasted and seasoned in accordance with the required taste of the dishes
   • Workplace safety and hygienic procedures are followed according to enterprise and legal requirements
3. Present egg dishes
   • Suitable plates are selected according to enterprise standards
   • Eggs are presented hygienically and attractively using suitable garnishes and side dishes sequentially within the required timeframe
   • Factors in plating dishes are observed in presenting egg dishes
4. Store egg dishes
   • Fresh and processed eggs are stored at the correct temperature
   • Optimum freshness and quality are maintained in accordance with enterprise storing techniques and procedures
   • Quality trimmings and other leftovers are utilized where and when appropriate
   • Egg is stored in accordance with FIFO operating procedures and storage of egg requirements

UNIT OF COMPETENCY : PREPARE STARCH DISHES
UNIT CODE : TRS512332

This unit deals with the skills, knowledge and attitude required to cook, present and store starch dishes such as pasta and noodles.

1. Perform Mise en place
   • Tools, utensils and equipment are cleaned, sanitized and prepared based on the required tasks
   • Ingredients are identified correctly, according to standard recipes, recipe cards or enterprise requirements
   • Ingredients are assembled according to correct quantity, type and quality required
   • Ingredients are prepared based on the required form and time frame
   • Frozen ingredients are thawed following enterprise procedures.
   • Where necessary, raw ingredients are washed with clean potable water.
2. Prepare starch dishes
   • Variety of starch products are selected and prepared according to enterprise recipes
   • Optimum quality is ensured using appropriate cooking methods
   • Sauces and accompaniments appropriate to starch products are selected
   • Cooked dishes are tasted and seasoned in accordance with the required taste of the dishes
   • Workplace safety and hygienic procedures are followed according to enterprise and legislated requirements
3. Present Starch dishes
   • Suitable plate are selected according to enterprise standards
   • Starch dishes are presented hygienically and attractively using suitable garnishes and side dishes
   • Factors in plating dishes are observed in presenting starch dishes
4. Store Starch dishes
   • Starch are stored at the correct temperature
   • Optimum freshness and quality is maintained in accordance with enterprise storing techniques and procedures
   • Quality trimmings and other leftovers are utilized where and when appropriate
   • Starch is stored in accordance with FIFO operating procedures and storage of starch requirements

UNIT OF COMPETENCY : PREPARE POULTRY AND GAME DISHES
UNIT CODE : TRS512333

This unit deals with the knowledge, skills and attitude required in selecting, preparing, cooking, plating/presenting and storing poultry and game.

1. Perform mise en place
   • Tools, utensils and equipment are cleaned, sanitized and prepared based on the required tasks
   • Ingredients are identified according to standard recipes, recipe card or enterprise requirements
   • Ingredients are assembled according to quantity, type, and quality required
   • Ingredients are prepared based on the required form and time frame
   • Poultry and game are prepared based on its enterprise poultry and game preparation techniques
   • Frozen poultry and game are thawed in accordance with enterprise thawing procedures
   • Frozen ingredients are thawed following enterprise procedures.
   • Where necessary, raw ingredients are washed with clean potable water.
2. Cook poultry and game dishes
   • Poultry and game are handled efficiently and hygienically to minimize risk of food spoilage and cross-contamination
   • Poultry and game dishes are cooked according to enterprise standard recipes and appropriate Cooking methods
   • Cooked dishes are tasted and seasoned in accordance with the required taste of the dishes
3. Plate/present poultry and game dishes
   • Service wares are selected in accordance with type of poultry and game dishes
   • Poultry and game is plated/presented using suitable sauces, garnishes and accompaniments
   • Poultry dishes are presented hygienically, logically and sequentially within the required timeframe
   • Factors in plating dishes are observed in presenting poultry and game dishes.
4. Store poultry and game
   • Poultry and game are stored ensuring storage conditions and optimal temperature are maintained
   • Quality trimmings and other leftovers are utilized where and when appropriate

UNIT OF COMPETENCY: PREPARE SEAFOOD DISHES
UNIT CODE : TRS512334

This unit deals with the knowledge, skills and attitude required in selecting, preparing, presenting and storing seafood in a commercial kitchen or catering operation.

1. Perform mise en place
   • Tools, utensils and equipment are cleaned, sanitized and prepared based on the required tasks
   • Ingredients are identified according to standard recipes, recipe card or enterprise requirements
   • Ingredients are assembled according to quantity, type, and quality required
   • Ingredients are prepared based on the required form and time frame
   • Frozen ingredients are thawed following enterprise procedures.
   • Where necessary, raw ingredients are washed with clean potable water.
2. Handle fish and seafood
   • Seafood is selected according to quality,
   • Seafood are handled hygienically in accordance with enterprise handling and storing techniques
   • Frozen seafood are thawed correctly to ensure maximum quality, and to retain their nutrients
3. Cook fish and shellfish
   • Fish is cleaned, gutted and filleted correctly and efficiently according to enterprise standards
   • Shellfish and other types of seafood are cleaned and prepared correctly and in accordance with enterprise standards
   • Seafood dishes is cooked according to enterprise standards using a variety of cooking methods
   • Fish and shellfish by-products are used appropriately for a variety of dishes and menu items
   • Cooked dishes are tasted and seasoned in accordance with the required taste of the dishes
   • Workplace safety and hygienic procedures are followed according to enterprise and legislated requirements
4. Plate/Present fish and seafood
   • Seafood dishes are presented hygienically, logically and sequentially within the required timeframe
   • Fish and seafood is prepared and presented for service in accordance to enterprise standards
   • Suitable sauces and dips are prepared according to standard recipes and as required to accompany seafood menu items
   • Presentations and garnishing techniques are selected and used according to recipes and enterprise standards
   • Services are carried out according to enterprise methods and standards
   • Factors in plating dishes are observed in presenting seafood dishes
5. Store fish and seafood
   • Quality trimmings and other leftovers are utilized where and when appropriate Seafood are stored hygienically in accordance with enterprise handling and storing techniques
   • Where applicable, date stamps and codes are checked to ensure quality control
   • Seafood is stored in accordance with FIFO operating procedures and storage of seafood requirements.

UNIT OF COMPETENCY: PREPARE DESSERTS
UNIT CODE : TRS512335

This unit deals with knowledge, skills, and attitudes in the preparation of a range of hot, cold and frozen desserts.

1. Perform mise en place
   • Tools, utensils and equipment are cleaned, sanitized and prepared based on the required tasks
   • Ingredients are identified according to standard recipes, recipe card or enterprise requirements
   • Ingredients are assembled according to quantity, type, and quality required
   • Ingredients are prepared based on the required form and time frame
   • Ingredients are selected, measured and weighed according to recipe requirements
   • Appropriate equipment are selected and used in accordance with manufacturers’ manual
   • Frozen ingredients are thawed following enterprise procedures.
   • Where necessary, raw ingredients are washed with clean potable water.
2. Prepare desserts and sweet sauces
   • Standard or enterprise recipes are used to produce a variety of hot, cold and frozen desserts, appropriate for a variety of menus
   • Range of sweet sauces are produced to a desired consistency and flavor
   • Prepared desserts and sweets are tasted in accordance with the required taste
   • Workplace safety and hygienic procedures are followed according to enterprise and legislated requirements
3. Plate/Present desserts
   • Desserts are presented hygienically, logically and sequentially within the required timeframe
   • Desserts are decorated creatively
   • Factors in plating dishes are observed in presenting desserts
   • Desserts are portioned according to enterprise standards
   • Desserts are presented in accordance with enterprise presentation techniques
   • Accompaniments, garnishes and decorations are used to enhance taste, texture and balance
4. Store desserts
   • Quality trimmings and other leftovers are utilized where and when appropriate
   • Desserts are stored at the appropriate temperature and under the correct conditions to maintain quality, freshness and customer appeal
   • Suitable packaging are selected and used to preserve taste, appearance and tasting characteristics
   • Sweet sauces are stored to retain desired quality and characteristics
   • Dessert is stored in accordance with FIFO operating procedures and storage of dessert requirements

UNIT OF COMPETENCY : PACKAGE PREPARED FOOD
UNIT CODE : TRS512340

This unit deals with the knowledge, skills, and attitudes in packaging of prepared foodstuffs for transportation.

1. Select packaging materials
   • Food requirements of client and user are met prior to packaging in accordance with the enterprise standard following the criteria for packaging
   • Qualities of packaging materials are selected in accordance enterprise standards
2. Package food
   • Food is packaged in compliance with sanitary, occupational health and safety and local health regulations requirements
   • Environmental requirements for food packaging area is observed
   • Appropriate packaging procedures are adopted according to enterprise specifications
   • Food labeled according to industry standards

COMMON COMPETENCIES

UNIT OF COMPETENCY : DEVELOP AND UPDATE INDUSTRY KNOWLEDGE
UNIT CODE : TRS311201

This unit of competency deals with the knowledge, skills required to access, increase and update industry knowledge. It includes seek information on the industry and update industry knowledge.

1. Seek information on the industry
   • Sources of information on the industry are correctly identified and accessed
   • Information to assist effective work performance is obtained in line with job requirements
   • Specific information on sector of work is accessed and updated
   • Industry information is correctly applied to day-to-day work activities
2. Update industry knowledge
   • Informal and/or formal research is used to update general knowledge of the industry
   • Updated knowledge is shared with customers and colleagues as appropriate and incorporated into day-to-day working activities
3. Develop and update local knowledge
   • Local knowledge is developed to assist queries on local/national tourism industry
   • Local knowledge is updated using informal and/or formal research
   • Contact with local communities is maintained
4. Promote products and services to customers
   • Promotional initiatives are described that may be used to promote products and services
   • Selling skills are applied according to customer needs

UNIT OF COMPETENCY: OBSERVE WORKPLACE HYGIENE PROCEDURES
UNIT CODE : TRS311202

This unit of competency deals with the knowledge, skills and attitudes in observing workplace hygiene procedures. It includes following hygiene procedures and identifying and preventing hygiene risks.

1. Follow hygiene procedures
   • Workplace hygiene procedures are implemented in line with enterprise and legal requirements
   • Handling and storage of items are undertaken in line with enterprise and legal requirements
2. Identify and prevent hygiene risks
   • Potential hygiene risks are identified in line with enterprise procedures
   • Action to minimize and remove risks are taken within scope of individual responsibility of enterprise/legal requirements
   • Hygiene risks beyond the control of individual staff members are reported to the appropriate person for follow up

UNIT OF COMPETENCY: PERFORM COMPUTER OPERATIONS
UNIT CODE : TRS311203

This unit covers the knowledge, skills and attitudes and values needed to perform computer operations which includes inputting, accessing, producing and transferring data using the appropriate hardware and software

1. Plan and prepare for task to be undertaken
   • Requirements of task are determined
   • Appropriate hardware and software is selected according to task assigned and required outcome
   • Task is planned to ensure OH & S guidelines and procedures are followed
2. Input data into computer
   • Data are entered into the computer using appropriate program/application in accordance with company procedures
   • Accuracy of information is checked and information is saved in accordance with standard operating procedures
   • Inputted data are stored in storage media according to requirements
   • Work is performed within ergonomic guidelines
3. Access information using computer
   • Correct program/application is selected based on job requirements
   • Program/application containing the information required is accessed according to company procedures
   • Desktop icons are correctly selected, opened and closed for navigation purposes
   • Keyboard techniques are carried out in line with OH & S requirements for safe use of keyboards
4. Produce/output data using computer system
   • Entered data are processed using appropriate software commands
   • Data are printed out as required using computer hardware/peripheral devices in accordance with standard operating procedures
   • Files and data are transferred between compatible systems using computer software, hardware/peripheral devices in accordance with standard operating procedures
5. Maintain computer equipment and systems
   • Systems for cleaning, minor maintenance and replacement of consumables are implemented
   • Procedures for ensuring security of data, including regular back-ups and virus checks are implemented in accordance with standard operating procedures
   • Basic file maintenance procedures are implemented in line with the standard operating procedures
   • Document systems are maintained

UNIT OF COMPETENCY: PERFORM WORKPLACE AND SAFETY PRACTICES
UNIT CODE : TRS311204

This unit of competency deals with the knowledge, skills and attitudes in following health, safety and security practices. It includes dealing with emergency situations and maintaining safe personal presentation standards.

1. Follow workplace procedures for health, safety and security practices
   • Correct health, safety and security procedures are followed in line with legislation, regulations and enterprise procedures
   • Breaches of health, safety and security procedures are identified and reported in line with enterprise procedure
   • Suspicious behavior or unusual occurrence are reported in line with enterprise procedure
2. Perform child protection duties relevant to the tourism industry
   • Issue of sexual exploitation of children by tourist is identified
   • National, regional and international actions are described to prevent the sexual exploitation of children by tourists
   • Actions that can be taken in the workplace are described to protect children from sexual exploitation by tourists
3. Observe and monitor people
   • Areas and people who require observation and monitoring is prepared
   • Observation and monitoring activities are implemented
   • Apprehension of offenders are determined
   • Offenders are arrested according to enterprise procedures
   • Administrative responsibilities are fulfilled
4. Deal with emergency situations
   • Emergency and potential emergency situations are recognized and appropriate action are taken within individual’s scope of responsibility
   • Emergency procedures are followed in line with enterprise procedures
   • Assistance is sought from colleagues to resolve or respond to emergency situations
   • Details of emergency situations are reported in line with enterprise procedures
5. Maintain safe personal presentation standards
   • Safe personal standards are identified and followed in line with enterprise requirements
6. Maintain a safe and secure workplace
   • Workplace health, safety and security responsibilities are identified
   • Framework to maintain workplace health, safety and security are maintained
   • Procedures for identifying and assessing health, safety and security hazards and risks are implemented
   • Injuries, illnesses and incidents are investigated
   • Organization’s health, safety and security effectiveness are evaluated

UNIT OF COMPETENCY: PROVIDE EFFECTIVE CUSTOMER SERVICE
UNIT CODE : TRS311205

This unit of competency deals with the knowledge, skills and attitudes in providing effective customer service. It includes greeting customer, identifying customer needs, delivering service to customer, handling queries through use of common business tools and technology and handling complaints, evaluation and recommendation.

1. Greet customer
   • Customers are greeted in line with enterprise procedure
   • Verbal and non-verbal communications are appropriate to the given situation
   • Non verbal communication are observed when responding to customers
   • Sensitivity to cultural and social differences is demonstrated
2. Identify needs of customers
   • Appropriate interpersonal skills are used to ensure that customer needs are accurately identified
   • Customer needs are assessed for urgency so that priority for service delivery can be identified
   • Customers are provided with information 2.4 Personal limitation in addressing customer needs is identified and where appropriate, assistance is sought from supervisor
3. Deliver service to customer
   •  Customer needs are promptly attended to in line with enterprise procedure
   • Appropriate rapport is maintained with customer to enable high quality service delivery
   • Opportunity to enhance the quality of service and products are taken wherever possible
4. Handle queries through use of common business tools and technology
   • Common business tools and technology are used efficiently to determine customer requirements
   • Queries/ information are recorded in line with enterprise procedure
   • Queries are acted upon promptly and correctly in line with enterprise procedure
5. Handle complaints/conflict situations, evaluation and recommendations
   • Guests are greeted with a smile and eye-to-eye contact
   • Responsibility for resolving the complaint is taken within limit of responsibility and according to enterprise policy
   • Nature and details of complaint are established and agreed with the customer
   • Threats to personal safety are identified and managed to personal safety of customers or colleagues and appropriate assistance is organized
   • Appropriate action is taken to resolve the complaint to the customers satisfaction wherever possible
   • Conflict situations are resolved within scope of individual responsibility by applying effective communication skills and according to enterprise policy

BASIC COMPETENCIES

UNIT OF COMPETENCY : PARTICIPATE IN WORKPLACE COMMUNICATION
UNIT CODE : 500311105

This unit covers the knowledge, skills and attitudes required to gather, interpret and convey information in response to workplace requirements.

1. Obtain and convey workplace information
   • Specific and relevant information is accessed from appropriate sources
   • Effective questioning, active listening and speaking skills are used together and convey information
   • Appropriate medium is used to transfer information and ideas
   • Appropriate non- verbal communication is used
   • Appropriate lines of communication with supervisors and colleagues are identified and followed
   • Defined workplace procedures for the location and storage of information are used
   • Personal interaction is carried out clearly and concisely
2. Participate in workplace meetings and discussions
   • Team meetings are at ended on time
   • Own opinions are clear expressed and those of others are listened to without interruption
   • Meeting inputs are consistent with the meeting purpose and established protocols
   • Workplace interactions are conducted in a courteous manner
   • Questions about simple routine workplace procedures and matters concerning working conditions of employment are asked and responded to.
   • Meetings outcomes are interpreted and implemented
3. Complete relevant work related documents
   • Range of forms relating to conditions of employment are completed accurately and legibly
   • Workplace data is recorded on standard workplace forms and documents
   • Basic mathematical processes are used for routine calculations
   • Errors in recording information on forms/documents are identified and properly acted upon
   • Reporting requirements to supervisor are completed according to organizational guidelines

UNIT OF COMPETENCY : WORK IN TEAM ENVIRONMENT
UNIT CODE : 500311106

This unit covers the skills, knowledge and attitudes to identify role and responsibility as a member of a team.

1. Describe team role and scope
   • The role and objective of the team is identified from available sources of information
   • Team parameters, reporting relationships and responsibilities are identified from team discussions and appropriate external sources.
2. Identify own role and responsibility within team
   • Individual role and responsibilities within the team environment are identified.
   • Roles and responsibility of other team members are identified and recognized.
   • Reporting relationships within team and external to team are identified.
3. Work as a team member
   • Effective and appropriate forms of communications used and interactions undertaken with team members who contribute to known team activities and objectives.
   • Effective and appropriate contributions made to complement team activities and objectives, based on individual skills and competencies and workplace context.
   • Observed protocols in reporting using standard operating procedures.
   • Contribute to the development of team work plans based on an understanding of team’s role and objectives and individual competencies of the members.

UNIT OF COMPETENCY : PRACTICE CAREER PROFESSIONALISM
UNIT CODE : 500311107

This unit covers the knowledge, skills and attitudes in promoting career growth and advancement.

1. Integrate personal objectives with organizational goals
   • Personal growth and work plans are pursued towards improving the qualifications set for the profession
   • Intra- and interpersonal relationships is are maintained in the course of managing oneself based on performance evaluation
   • Commitment to the organization and its goal is demonstrated in the performance of duties
2. Set and meet work priorities
   • Competing demands are prioritized to achieve personal, team and organizational goals and objectives.
   • Resources are utilized efficiently and effectively to manage work priorities and commitments
   • Practices along economic use and maintenance of equipment and facilities are followed as per established procedures
3. Maintain professional growth and development
   • Trainings and career opportunities are identified and availed of based on job requirements
   • Recognitions are sought/received and demonstrated as proof of career advancement
   • Licenses and/or certifications relevant to job and career are obtained and renewed

UNIT OF COMPETENCY : PRACTICE  OCCUPATIONAL HEALTH AND SAFETY PROCEDURES
UNIT CODE : 500311108

This unit covers the outcomes required to comply with regulatory and organizational requirements for occupational health and safety.

1. Identify hazards and risks
   • Safety regulations and workplace safety and hazard control practices and procedures are clarified and explained based on organization procedures
   • Hazards/risks in the workplace and their corresponding indicators are identified to minimize or eliminate risk to co-workers, workplace and environment in accordance with organization procedures
   • Contingency measures during workplace accidents, fire and other emergencies are recognized and established in accordance with organization procedures
2. Evaluate hazards and risks
   • Terms of maximum tolerable limits which when exceeded will result in harm or damage are identified based on threshold limit values (TLV)
   • Effects of the hazards are determined
   • OHS issues and/or concerns and identified safety hazards are reported to designated personnel in accordance with workplace requirements and relevant workplace OHS legislation
3. Control hazards and risks
   • Occupational Health and Safety (OHS) procedures for controlling hazards/risks in workplace are consistently
     followed
   • Procedures for dealing with workplace accidents, fire and emergencies are followed in accordance with organization OHS policies
   • Personal protective equipment (PPE) is correctly used in accordance with organization OHS procedures and practices
   • Appropriate assistance is provided in the event of a workplace emergency in accordance with established organization protocol
4. Maintain OHS awareness
   • Emergency-related drills and trainings are participated in as per established organization guidelines and procedures
   • OHS personal records are completed and updated in accordance with workplace requirements