FOOD AND BEVERAGE SERVICES NC IV – TESDA COURSE MODULE

TESDA TRAINING REGULATIONS FOR FOOD AND BEVERAGE SERVICES NC IV COURSE

The TESDA Food and Beverage Service NC IV Course consists of competencies that a person must achieve to assist in the management of a food and beverage team in a foodservice establishment. The units of competencies will provide the skills necessary in maintaining the smooth and efficient daily operations while assisting in the organization, management and administration of the food and beverage outlet or unit.

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

A person who has achieved this qualification is competent to be:

• Assistant Restaurant Manager
• Catering Supervisor
• Banquet Supervisor
• F&B Supervisor
• Restaurant Supervisor
• Outlet Supervisor

TRAINEE ENTRY REQUIREMENTS

Trainees or students who would like to enroll in this course should possess the following requirements:

• Must have completed at least 10 years basic education or an Alternative Learning System (ALS) Certificate of Completion with grade 10 equivalent holder
• Can communicate in basic English in both oral and written form
• Must be competent in the entire Food and Beverage Service NC III qualification either through training, experience or  certification

FOOD AND BEVERAGE SERVICES NC IV COURSE MODULE

Course Title: FOOD AND BEVERAGE SERVICES
Level: NC IV
Nominal Training Duration :

Basic Competencies – 47 Hours
Common Competencies – 190 Hours
Core Competencies – 155 Hours

Total Duration: 392 Hours

This course is designed to enhance the knowledge, skills, and attitudes in accordance with industry standards. This covers competencies that a person must achieve in performing task such as managing food and beverage service team, overseeing dining area operations, implementing food and beverage promotional activities and organizing catering functions.

Upon completion of the course, the learners are expected to demonstrate the above-mentioned competencies to be employed. To obtain this, all units prescribed for this qualification must be achieved.

COMPETENCIES REQUIRED IN FOOD AND BEVERAGE SERVICES NC IV

To obtain this course, all units prescribed for this qualification must be achieved.

This units of competency comprising this qualification include the following:

UNIT CODE	CORE COMPETENCIES (155 Hours)
TRS513306	Manage food and beverage service team
TRS513307	Oversee dining area operations
TRS513308	Implement food and beverage promotional activities
TRS513309	Organize catering functions
UNIT CODE	COMMON COMPETENCIES (190  Hours)
TRS141208	Maintain hospitality industry knowledge
TRS141209	Perform child protection duties relevant to the tourism industry
TRS141210	Develop and supervise operational approaches
TRS141211	Manage quality customer service
TRS141212	Manage finances within a budget
TRS141213	Plan and implement a series of training events
TRS141214	Use the assessment system for training outcomes
UNIT CODE	BASIC COMPETENCIES (47 Hours)
500311401	Utilize specialized communication skills
500311402	Develop and lead teams
500311403	Perform higher-order thinking processes and apply techniques in the workplace
500311404	Contribute to the practice of social justice in the workplace
500311405	Manage innovative work instructions
500311406	Manage and evaluate usage of information
500311407	Lead in improvement of Occupational Safety and Health (OSH) programs, policies and procedures
500311408	Lead towards improvement of environment work programs, policies and procedures
500311409	Sustain entrepreneurial skills

This section gives the details and contents of the units of competency required in FOOD AND BEVERAGE SERVICES NC IV. These units of competency are categorized into basic, common and core competencies.

CORE COMPETENCIES

Core competency units comprising the qualification in FOOD AND BEVERAGE SERVICES NC IV.

UNIT OF COMPETENCY : MANAGE FOOD AND BEVERAGE SERVICE TEAM
UNIT CODE : TRS513306

This unit covers the knowledge and skills in providing direction to foodservice staff for the smooth flow of service in the dining or restaurant area.

1. Organize service staff
   • Duty/shift schedules are prepared and approved in accordance with staff requirements.
   • Roles and responsibilities are identified.*
   • Performance objectives are established and discussed with staff.
2. Enforce company policies in the food service establishments
   • Punctuality and attendance of staff is checked.
   • Company policies and standards of service are implemented and monitored to ensure the deliverance of consistent quality service and products*
   • Workplace discipline is properly administered and documented when employee misconducts are reported
3. Develop staff
   • New hires are oriented and trained in accordance with enterprise standards.*
   • Employee weaknesses are identified and measurable goals for improvement are planned
   • Employees’ progress are tracked and checked for the purpose of performance appraisal.
   • Employee feedback is conducted regularly to motivate and re-direct staff.*
   • Staff performance assessment targets are prepared for next rating period.
4. Monitor payroll data
   • Number of hours rendered by staff is consolidated for payroll
   • Payroll data are provided to payroll processor for calculation within designated timelines.

UNIT OF COMPETENCY : OVERSEE DINING AREA OPERATIONS
UNIT CODE : TRS513307

This unit deals with the skills and knowledge required in monitoring daily dining area operations to ensure high quality service and guest satisfaction.

1. Ensure quality control
   • Service levels are regularly monitored to determine if objectives are met and quality service is consistently achieved.
   • Consistent quality products and services are ensured. *
   • Service failures and issues are identified and appropriate adjustments are made.
   • Food safety practices of employees are closely monitored to reduce potential adverse health risks of guests.
2. Plan and organize service workflow
   • Work schedules are prepared in a manner that enhances efficiency and customer service quality.
   • Liaison with the kitchen and the service areas is facilitated.
   • Staff meetings and daily shift briefings are carried out in the absence of the higher manager. *
   • Service points are monitored to reduce service delays and ensure standards of food quality, safety and cleanliness are achieved.
   • Operational forms and records are accurately completed and reviewed prior to submission within required timeframes.
   • Policies on energy and water conservation and waste disposal are regularly monitored and implemented.
   • Policies on sexual harassments are regularly communicated and applied.
3. Monitor the delivery of high level customer service
   • Guest feedback is solicited to understand their needs and expectations.
   • Operation performance is regularly reviewed to obtain data on how well the operation is meeting the goals
   • Regular feedback to staff and management is provided to determine the level of customer service as well as areas for improvement.
   • Staff are properly trained or coached on the principles of guest service.
   • Assistance is given when staffing constraints require so that service will not be hampered.
4. Supervise service recovery procedures
   • Company service recovery strategies are discussed with the staff
   • Effective collecting tools for customer feedback are applied and discussed with the staff.
   • The importance of service recovery in achieving loyalty and satisfaction is communicated to the staff.
   • The effectiveness of solutions in the workplace is monitored.
   • Guest concerns and incident reports are properly documented
5. Monitor sales and expenses
   • MICROS POS system is monitored and maintained to keep track of the food and beverage sales.
   • Inventory and ordering of food supplies are controlled within the enterprise budget.
   • Sales are accounted and costs are controlled as per enterprise standards.

UNIT OF COMPETENCY : IMPLEMENT FOOD AND BEVERAGE PROMOTIONAL ACTIVITIES
UNIT CODE : TRS513308

This unit describes the performance outcomes, skills and knowledge required to execute food and beverage promotional activities to increase sales.

1. Plan food and beverage sales activities
   • Potential customers are identified and profiles are created and updated
   • Sales Promotional activities for existing and potential customers are identified according to marketing plan of the establishment*
   • Eco-friendly promotional materials are identified and recommended
2. Enforce promotional activities
   • Details of the upcoming promotional activity are explained to the staff
   • Strategies to upsell and do promotional activities are demonstrated to staff
   • Promotional activity is monitored based on the details set by the establishment
   • Feedback are collected and summarized before submitting to higher management for analysis.
3. Evaluate food and beverage promotional activities
   • Results of promotional activity is reviewed
   • Promotional activity reports/documents are prepared according to required timeframes and enterprise standards.
   • The concluded promotional activities are evaluated to determine its effectiveness for future sales planning

UNIT OF COMPETENCY : ORGANIZE CATERING FUNCTIONS
UNIT CODE : TRS513309

This unit deals with the skills and knowledge required in preparing for an off premise catering functions in a range of settings within the Food Service industries.

1. Determine proposal requirements and conditions
   • Catering requirements are identified
   • Details of the catering are liaised with pertinent departments
   • Contingency measures are developed to ensure overall service preparedness
2. Monitor the catering function
   • Running sheet for function is checked for the execution of the catering function
   • Customer feedback are obtained.
   • Safety and security of the guests, staff and property are ensured throughout the catering function
3. Manage the shutdown activities
   • Payment and other incidental fees are handled and collected from the host
   • De-briefing of staff is conducted.
   • Disposal of garbage and left over food are monitored
   • Inventory of tools and equipment are monitored

COMMON COMPETENCIES

UNIT OF COMPETENCY : MAINTAIN HOSPITALITY INDUSTRY KNOWLEDGE
UNIT CODE : TRS1412018

This unit deals with the skills and knowledge required to maintain hospitality industry knowledge in a range of settings within the hotel and travel industries workplace context.

1. Seek information on the hospitality industry
   • Sources of information on the hotel and travel industries are identified and accessed
   • Information on the hotel and travel industries to assist effective work performance within the industries are obtained
   • Specific information on relevant sector(s) of work are accessed and updated
   • Knowledge of the hotel and travel industries in the correct context to enhance quality of work performance are used
   • Information on other industries to enhance quality of work performance are obtained
2. Source and apply information on legal and ethical issues for the hospitality industry
   • Information on legal issues and ethical issues to assist effective work performance are obtained
   • Information on legal ethical issues are reviewed and selected
   • Day-to-day hospitality industry activities are conducted in accordance with legal obligations and ethical industry practices
3. Update hospitality industry knowledge
   • A range of opportunities to update general knowledge of the hotel and travel industries are identified and used
   • Current issues of concern to the industries are monitored
   • Knowledge with customers and colleagues as appropriate and incorporate this into day-to-day work activities are shared and updated

UNIT OF COMPETENCY : PERFORM CHILD PROTECTION DUTIES RELEVANT TO THE TOURISM INDUSTRY
UNIT CODE : TRS141209

This unit deals with skills and knowledge required to understand the issue of child sexual exploitation by tourists and apply simple protective measures which are applicable for staff working in the hotel and travel industries.

1. Identify the issue of sexual exploitation of children by tourists
   • The problem of child sexual exploitation of children by tourists (otherwise known as child-sex tourism) is defined
   • The impact of child sexual exploitation on children, communities and the hotel and travel industries is described
   • Suspicious behaviors that may be exhibited by child sex tourists are identified
2. Describe national, regional and international actions to prevent the sexual exploitation of children by tourists
   • The United Nations Convention on the Rights (UNCRC) of the Child and the main UN Articles relating to the rights of all children to be safe from sexual exploitation are located and familiarized
   • The national, regional and international initiatives to prevent the sexual exploitation of children by tourists are examined
   • Reporting mechanisms if suspicious behavior is observed are identified
3. Describe actions that can be taken in the workplace to protect children from sexual exploitation by tourists
   • A list of actions that can be taken by staff working in each labor division of the hotel and travel industries are prepared to prevent the sexual exploitation of children by tourists
   • The best action that can be taken by a staff for particular situations in preventing the sexual exploitation of children by tourists are selected
   • Participating in national and regional campaigns to promote greater public awareness and action to prevent child sexual exploitation in tourism destinations

UNIT OF COMPETENCY : DEVELOP AND SUPERVISE OPERATIONAL APPROACHES
UNIT CODE : TRS141210

This unit deals with the skills and knowledge required to develop and supervise operational approaches in a range of settings within the hotel industries.

1. Communicate work roles activities
   • Operational plans and objectives to team members are identified, developed and communicated
   • Skills of team members to tasks and duties and develop job responsibilities in line with enterprise guidelines are matched
   • Requirements of jobs and tasks clearly to team members are communicated establish appropriate targets and task objectives are developed
   • Work activities to ensure completion of tasks are prioritized in accordance with work requirements
   • Training and learning opportunities into work activities are identified and incorporated
   • Clear supervisory and reporting responsibilities in line with organizational requirements are maintained
2. Maintain effective working relations
   • Problems with team members are recognized and addressed
   • Assistance of team members when difficulties arise to achieve allocated tasks are sought
   • Requirements of work activities using a participative approach are communicated
   • Disagreements and conflicts constructively using appropriate conflict management strategies are managed
3. Provide feedback
   • Clear and constructive feedback to individuals to support achievement of outcomes are provided
   • Team and individual performances to ensure team members are able to achieve goals are monitored
   • Opportunity for individual development is identified
   • Clear supervisory and reporting responsibilities in line with organizational requirements are maintained

UNIT OF COMPETENCY : MANAGE QUALITY CUSTOMER SERVICE
UNIT CODE : TRS141211

This unit covers the knowledge, skills and attitudes required to manage customer service quality in the workplace within a tourism or hospitality context. It focuses on the need to develop active approaches to service quality issues with some strategic focus.

1. Develop approaches to enhance customer service quality
   • Information on customer needs, expectations and satisfaction levels is obtained using both informal and formal research.
   • Opportunities are provided for both customers and colleagues to provide feedback on products and services.
   • Changes in internal and external environments are reviewed and findings are integrated into planning for quality service.
   • Opportunities are provided for colleagues to participate in the customer service planning process.
   • Standards and plans are developed to address key quality service issues.
2. Manage the delivery of quality service
   • Customer service standards and expectations are clearly communicated to colleagues.
   • Access to information on service standards and delivery is provided to colleagues
   • Coaching is used to assist colleagues to deal with customer service issues and to take responsibility for service outcomes.
   • Customer service in the workplace is monitored to ensure standards are met in accordance with enterprise policies and procedures.
3. Monitor and adjust customer service
   • Feedback is sought from customers on an ongoing basis and this is used to improve performance where applicable.
   • Customer service problems are identified and adjustments to standards, systems and procedures are made to ensure continued service quality.
   • New approaches are communicated to all those involved in service delivery within appropriate timeframes.

UNIT OF COMPETENCY : MANAGE FINANCES WITHIN A BUDGET
UNIT CODE : TRS141212

This unit covers the knowledge, skills and attitudes required to take responsibility for budget management where others may have developed the budget.

1. Allocate budget resources
   • Funds are allocated according to agreed priorities.
   • Changes in income and expenditure priorities are discussed with colleagues prior to implementation
   • All relevant personnel are consulted and informed in relation to resource decisions
   • Awareness of the importance of budget control is promoted
   • Detailed records of resource allocation are maintained in accordance with enterprise control systems
2. Monitor financial activities against budget
   • Actual income and expenditures are checked against budget and at regular intervals
   • Financial commitments are included in all documentation to ensure accurate monitoring Deviations are identified and reported according to company policy and significance of deviation
   • Options for more effective management of deviations are investigated
   • Colleagues are advised of budget status in relation to targets within agreed timeframes
3. Identify and evaluate options for improved budget performance
   • Existing costs and resources are assessed and areas for improvement are identified
   • Desired outcomes are discussed with relevant colleagues
   • Research is conducted to investigate new approaches
   • Benefits and disadvantages of new approaches are defined and clearly communicated
   • Impacts on customer service levels and colleagues are considered when developing new approaches
   • Recommendations are presented clearly and logically to the
     appropriate person/department
4. Complete financial reports
   • All required financial reports are completed within designated timelines Clear and concise information are produced to enable informed decision making
   • Reports are promptly forwarded to the appropriate person/department.

UNIT OF COMPETENCY : PLAN AND IMPLEMENT A SERIES OF TRAINING EVENTS
UNIT CODE : TRS141213

This unit covers the knowledge, skills and behavior required to plan training events in response to identified workplace need and administer the implementation to optimize training effectiveness. This unit reflects a management function and not a trainer function and is likely to be applicable to an organization that has multiple workplaces/sites.

1. Plan a series of training events
   • Training needs are identified and verified
   • Training needs are identified and prioritized.
   • Resources available to support training events to address identified training need are determined
   • Training events that will address identified workplace training need are identified.
   • Availability of learners to attend and participate in identified training events are determined.
   • Stakeholders in planning activities are involved.
   • A schedule for implementing identified training events is developed.
   • An operational plan to support the implementation of identified training events is developed.
   • The implementation plan for training events with stakeholders is shared.
   • Identified learners to engage with established training events are encouraged
2. Implement a series of training events
   • Identified support for learners to attend identified training events is provided
   • Resources for supervisors to maintain required service levels during identified training events are provided
   • Learners of attendance requirements as required by the organization are advised
   • Feedback from learners on individual training events is captured
   • Planned schedule of training events on the basis of feedback and other issues arising is modified
   • Training events to monitor and evaluate their implementation are attended
   • Contact with training event organizers/providers is maintained
3. Review planning and implementation of a series of training events
   • The impact of attendance at training event is evaluated
   • The value-for-money provided by engagement with training events is assessed.
   • Ways in which more cost-effective use of training events could be effected are identified A report on the use of training events within the organization is prepared

UNIT OF COMPETENCY : USE THE ASSESSMENT SYSTEM FOR TRAINING OUTCOMES
UNIT CODE : TRS141214

This unit covers the knowledge, skills and behavior required to manage an assessment system for employees within a work context

1. Communicate the assessment system
   • The purpose of the assessment system is defined
   • Assessment system features and procedures to relevant stakeholders is documented and circulated
   • Procedures for keeping relevant stakeholders informed about key features of the assessment system are established
2. Provide support for enterprise assessors
   • Assessors meet required competency standards is verified
   • Required training for assessors is identified
   • Moderation of assessments is provided.
   • Feedback to assessors on their performance is provided
   • Networking amongst assessors is facilitated
3. Manage the assessment record keeping system
   • The internal records required to support the assessment system is identified and developed
   • The requirements for completing the assessment records are described
   • The assessment records are filed.
   • The assessment record keeping system is reviewed and updated.
4. Maintain quality assurance procedures
   • Quality assurance procedures for the assessment system are defined
   • Internal audits of the assessment system are undertaken
   • The results of quality assurance audits to improve the assessment system are used
   • The applicability of the existing quality assurance procedures to the dynamic nature of the assessment system is reviewed
5. Report on the contribution made by the assessment system to enterprise training and performance
   • The outcomes that the assessment system has produced are identified
   • The assessment system is reviewed
   • Recommendations for change to the assessment system are made
   • A report is produced and circulated
   • The existing assessment system on the basis of responses to the report is revised

BASIC COMPETENCIES

UNIT OF COMPETENCY : UTILIZE SPECIALIZED COMMUNICATION SKILLS
UNIT CODE : 500311401

This unit covers the knowledge, skills and attitudes required to use specialized communication skills to meet specific needs of internal and internal clients, conduct interviews, facilitate discussion with groups, and contribute to the development of communication strategies.

1. Meet common and specific communication needs of clients and colleagues
   • Specific communication needs of clients and colleagues are identified and met
   • Different approaches are used to meet communication needs of clients and colleagues
   • Conflict is addressed promptly in a manner which does not compromise the organization
2. Contribute to the development of communication strategies
   • Strategies for internal and external dissemination of information are developed, promoted, implemented and reviewed as required
   • Channels of communication are established and reviewed regularly
   • Coaching in effective communication is provided
   • Work related network and relationship are maintained
   • Negotiation and conflict resolution strategies are used where required
   • Communication with clients and colleagues is performed appropriate to individual needs and organizational objectives
3. Deliver a technical presentation
   • Presentation is delivered clearly, sequential and delivered within allotted time
   • Utilize appropriate media to enhance presentation
   • Differences in views/opinions are respected
   • Questions during fora are responded in a manner consistent with organizational standard
4. Represent the organization
   • When participating in internal or external forums, presentation is relevant, appropriately researched and presented in a manner to promote the organization
   • Presentation is clear and sequential and delivered within a predetermined time
   • Utilize appropriate media to enhance presentation
   • Differences in views are respected
   • Written communication is consistent with organizational standards
   • Inquiries are responded in a manner consistent with organizational standard
   • Consolidate ideas and suggestions
   • Generalize and summarize all ideas and suggestions
5. Facilitate group discussion
   • Mechanisms which enhance effective group interaction is defined and implemented
   • Strategies which encourage all group members to participate are used routinely
   • Objectives and agenda for meetings and discussions are routinely set and followed
   • Relevant information is provided to group to facilitate outcomes
   • Evaluation of group communication strategies is undertaken to promote participation of all parties
   • Specific communication needs of individuals are identified and addressed
6. Conduct interview
   • A range of appropriate communication strategies are employed in interview situations
   • Records of interviews are made and maintained in accordance with organizational procedures
   • Effective questioning, listening and nonverbal communication techniques are used to ensure that required message is communicated

UNIT OF COMPETENCY: DEVELOP AND LEAD TEAMS
UNIT CODE : 500311402

This unit covers the skills, knowledge and attitudes required to determine individual and team development needs and facilitate the development of the workgroup.

1. Foster Individual growth
   • Learning and development needs of team members are systematically identified in line with organizational requirements
   • Development plan to meet individual needs is collaboratively developed and implemented
   • Individuals are encouraged to self – evaluate performance and identify areas for improvement
   • Feedback on performance of team members is collected from relevant sources and compared with established team learning process
2. Foster individual and team growth
   • Learning and development program goals and objectives are identified to match the specific knowledge and skills requirements of competency standards
   • Learning delivery methods are appropriate to the learning goals, the learning style of participants and availability of equipment and resources
   • Workplace learning opportunities and coaching/ mentoring assistance are provided to facilitate individual and team achievement of competencies
   • Resources and timelines required for learning activities are identified and approved in accordance with organizational requirements
3. Monitor and evaluate workplace learning
   • Feedback from individuals or teams is used to identify and implement improvements in future learning arrangements
   • Outcomes and performance of individuals/teams are assessed and recorded to determine the effectiveness of development programs and the extent of additional support
   • Modifications to learning plans are negotiated to improve the efficiency and effectiveness of learning
   • Records and reports of competency are maintained within organizational requirement
4. Develop team commitment and cooperation
   • Open communication processes to obtain and share information is used by team
   • Decisions are reached by the team in accordance with its agreed roles and responsibilities
   • Mutual concern and camaraderie are developed in the team
   • Career planning for each member are monitored
5. Facilitate accomplishment of team goals
   • Team members actively participated in team activities and communication processes
   • Teams members developed individual and joint responsibility for their actions
   • Collaborative efforts are sustained to attain organizational goals

UNIT OF COMPETENCY : PERFORM HIGHER-ORDER THINKING PROCESSES AND APPLY TECHNIQUES IN THE WORKPLACE
UNIT CODE : 500311403

This unit of covers the knowledge, skills and attitudes required to use fundamental critical thinking skills in the workplace.

1. Evaluate effectiveness and efficiency of the workplace systems, processes and procedures.
   • Effectiveness and efficiency of workplace standards and procedures are examined.
   • Usage of inquiry and dialogue to communicate evaluation measures and results are implemented.
   • Evaluation reports are prepared and communicated to team members.
2. Foster the habit of critical inquiry and curiosity in the workplace.
   • Issues and situations are reflected on and wondered about.
   • Issues and problems in the workplace particularly in the policies, procedures and protocols are discussed and evaluated between and among teams.
   • Evaluation of efficiency and effectiveness of workplace policies, procedures and protocols are documented, communicated and agreed upon between and among teams.
   • Growth mindset and positive relationship and communication is applied in the context of curiosity and critical inquiry in the workplace.
3. Develop practical action plans for improving workplace conditions.
   • Evaluation of efficiency and effectiveness of workplace policies, procedures and protocols are documented, communicated to stakeholders.
   • Practical action plans in improving workplace conditions are formulated, presented and negotiated with stakeholders.
   • Proposed changes and directions are inquired, processed and negotiated between and among teams, and stakeholders as well of the organization.
   • Commitment to continuous improvement and change is highlighted.
   • Passion and dedication for changing and adapting to the demands of the 21st century workplace are considered.

UNIT OF COMPETENCY : CONTRIBUTE TO THE PRACTICE OF SOCIAL JUSTICE IN THE WORKPLACE
UNIT CODE : 500311404

This unit covers ways and means to assume active roles in resolving local and global challenges and to become proactive contributors to a more peaceful and sustainable world.

1. Update self on local, national and global trends/issues in the workplace
   • Media are regularly scanned/ monitored for trends and issues relevant to human rights, gender equality, promotion of culture of peace and nonviolence, global citizenship and appreciation of cultural diversity.
   • Knowledge and understanding of local, national and global issues and their interconnectedness and interdependency are acquired.
   • Notable issues and trends are critically examined and discussed with peers, colleagues, or family members.
2. Relate local and global trends to workplace context
   • Local events are reflected on for implications in one’s own situation and in the external global environment.
   • Sense of belonging to a common humanity, sharing values and responsibilities are developed.
   • Attitudes of empathy, solidarity and respect for differences and diversity are strengthened.
3. Engage and take actions on workplace issues and concerns
   • Effective and responsible actions at local, national and global levels are identified.
   • Motivation and willingness to take necessary actions are developed.
   • Attitude of “thinking globally and acting locally” is practiced.

UNIT OF COMPETENCY : MANAGE INNOVATIVE WORK INSTRUCTIONS
UNIT CODE : 500311405

This unit covers the knowledge, skills and attitudes required to sustain and develop a workplace environment in which improvement, innovation and learning are promoted and reinforced.

1. Review and analyze existing workplace practices
   • Current instructions and strategies to perform tasks in the workplace are reviewed
   • Climate for innovation at the organizational level is defined
   • Innovation drivers in the workplace are identified
2. Examine opportunities for continuous improvement and innovation of practices in the workplace
   • Effectiveness of innovative practices in the workplace is determined
   • Innovative behaviors of leaders or managers in the organization are assessed
   • Driving principles of innovation are discussed
3. Implement innovative ways in the conduct of usual workplace practices
   • Innovative behaviors in the workplace are performed
   • Innovative climate in the workplace is maintained
   • Adoption or modification of new ideas relevant to the organizational needs is achieved

UNIT OF COMPETENCY : MANAGE AND EVALUATE USAGE OF INFORMATION
UNIT CODE : 500311406

This unit of competency covers the knowledge, skills and attitudes required to support

1. Review information needs and sources
   • The information needs of individuals/teams are determined and the sources are identified.
   • Information held by the organization is reviewed to determine suitability and accessibility.
   • Plans are prepared to obtain information that is not available or accessible within the organization.
2. Collect and analyze information
   • Collection of information is interpreted timely and relevant to the needs of individuals/teams.
   •  Information is collected in formal suitable for analysis, interpretation and dissemination.
   • Information is analyzed to identify relevant trends and developments in terms of the needs for which is acquired.
3. Use management information systems
   • Management information systems are used to store and retrieve data for decision making.
   • Technology available in the work area/organization is used to manage information.
   • Recommendations for improving the information system are submitted to designated persons/ groups.
4. Report and disseminate analyzed information
   • The results of information gathering, analysis and synthesis are reported within specified time frames and to the standard defined by the organization.
   • The results of information gathering, analysis and synthesis are reported so they can be inputs to policy development and organization decision making.
   • Information which is gathered is disseminated to appropriate personnel within the specified timeframe

UNIT OF COMPETENCY : LEAD IN IMPROVEMENT OF OCCUPATIONAL SAFETY AND HEALTH (OSH) PROGRAMS, POLICIES AND PROCEDURES
UNIT CODE : 500311407

This unit covers the knowledge, skills and attitudes required to assess Occupational Safety and Health (OSH) practices and programs, recommend OSH program improvement initiatives, and implement recommended improvements on Occupational Safety and Health (OSH) Programs, Procedures and Policies

1. Assess Occupational Safety and Health (OSH) practices and programs
   • OSH practices and programs are reviewed based on workplace policies and procedures
   • Appropriate personnel or OSH reference guides are consulted for proper guidance based on workplace policies and procedures
   • Current practices and programs are evaluated based on acceptable level of OSH work standards
2. Recommend OSH program improvement initiatives
   • OSH work improvement initiatives are identified that are relevant with the workplace scenario
   • OSH program improvement plans are organized based on workplace policies and procedures
   • OSH program improvement plans are presented based on workplace policies and procedures
3. Implement recommended improvements on Occupational Safety and Health (OSH) Programs, Procedures and Policies
   • Approved improvements on OSH work improvement initiatives are communicated based on workplace policies and procedures
   • Concern personnel are guided in accordance with workplace policies and procedures
   • Implementation of the approved OSH initiatives are monitored in accordance with workplace policies and procedures
   • Implementation of approved OSH initiatives are evaluated based on workplace policies and procedures

UNIT OF COMPETENCY : LEAD TOWARDS IMPROVEMENT OF ENVIRONMENTAL WORK PROGRAMS, POLICIES AND PROCEDURES
UNIT CODE : 500311408

This unit covers the knowledge, skills and attitudes required in assessing environmental work practices and standards, recommending environmental work improvement initiatives and implementing recommended environmental improvements

1. Assess environmental work practices and programs
   • Environmental practices and programs are reviewed based on workplace policies
   • Appropriate personnel or environmental reference guides are consulted for proper guidance based on workplace policies*
   • Current practices and programs are evaluated based on acceptable level of environmental work standards*
2. Recommend environmental program improvements initiatives
   • Environment practices opportunities are Identified that are relevant with the workplace scenario
   • Environmental program improvement plans are organized based on workplace policies and procedures*
   • Environmental program improvement plans are presented based on workplace policies and procedures*
3. Implement recommended improvements on environmental programs, policies and procedures
   • Approved improvements on environmental work program initiatives are promoted based on workplace policies and procedures
   • Implementation of the approved environmental initiatives are monitored in accordance with workplace policies and procedures
   • Implementation of approved environmental initiatives are evaluated based on workplace policies and procedures

UNIT OF COMPETENCY : SUSTAIN ENTREPRENEURIAL SKILLS
UNIT CODE : 500311409

This unit covers the outcomes required to update and continue one’s professional development along entrepreneurship, including applying such growth in skills toward expanding the enterprise and developing its work force.

1. Enhance one’s business skills
   • Entrepreneurial skills development needs are identified and responded to promptly.
   • Market trends are monitored, anticipated and taken advantage of where feasible.
   • New technologies, products and processes are included/utilized where advantageous to the enterprise.
   • Constant dialog/linkages with other entrepreneurs/peers and stakeholders are maintained
   • Circulation and participation in business for a, meetings, conventions and exhibits are maintained.
2. Manage entrepreneurial practices
   • Ideas and comments for improvements are sought from workers and clients.
   • Staff/workers are encouraged and supported in their skills development and enhancement.
   • A culture of continuous improvement is fostered within the enterprise.
   • Innovations on the existing lines of products and services are encouraged
3. Expand markets and clientele
   • Enterprise is built up and sustained through judicious control of cash flows.
   • Profitability of enterprise is ensured though appropriate internal controls.
   • Unnecessary or lower priority expenses and purchases are avoided.
   • New markets and clients are identified based on current market trends

GLOSSARY OF TERMS

• Anger Management– the process of learning to recognize signs of becoming angry, and taking action to calm down and deal with the situation in a positive way.
• Banquet – a function held inside a hotel.
• Break Even Analysis – the point at which revenue received equals the costs associated with receiving the revenue
• Complaints – products and services that give dissatisfaction to customers.
• Corrective action – improvements to an organization’s processes taken to eliminate causes of non-conformities or other undesirable situations.
• Cost estimates – the approximation of the cost of a program, project, or operation; the cost estimate is the product of the cost estimating process.
• Critical thinking skill – the ability to actively conceptualize, apply, analyze, synthesize, and/or evaluate information gathered from, or generated by, observation, experience, reflection, reasoning, or communication, as a guide to belief and action.
• Cross-training – training in two or more related tasks, jobs or skills to enhance job performance
• Delegation – the assignment of responsibility or authority to another person (normally from a manager to a subordinate) to carry out specific activities.
• Employee feedback – either positive or negative comments from the superior
• English language proficiency – a high degree of competence or skill in communicating in English language.
• Ethics – standards of behavior or moral principles that govern a person’s or group’s behavior
• Fixed costs – costs which remain constant regardless of production volumes
• Food safety – the principle which involves proper table ware handling, food handling and employee hygiene practices
• Function book – in a hotel or conference center, the official record that controls room assignments for meetings and other events
• Function costs -the cost or value of supplies for a certain event
• Function sheet – document that outlines the details of an event ; it serves as a guideline for the hotel or restaurant to execute and communicate logistics to all necessary departments.
• Function style – the nature of event or banquet that requires food and beverage service
• Informal feedback – the in-the moment advice outside of the formal performance review.
• Liaise – establish a working relationship, typically in order to cooperate on a matter of mutual concern.
• Literacy skill – the skills needed for reading and writing. They include such things as awareness of the sounds of language, awareness of print and the relationship between letters and sounds. Other literacy skills include vocabulary, spelling, and comprehension
• Marketing – the action or business of promoting and selling products or services, including market research and advertising.
• Market intelligence – the information relevant to a company’s markets, gathered and analyzed specifically for the purpose of accurate and confident decision-making in determining strategy in areas such as market opportunity, market penetration strategy, and market development.
• Marketing plan – is a comprehensive blueprint which outlines an organization’s overall marketing efforts.
• On-Premise – refers to the venue of the function that is usually inside a hotel.
• Off-Premise – refers to the venue of the function that is usually in any available area except inside the hotel.
• POS (Point of Sale) – a computer software that is used in processing food and beverage orders, bills and other necessary reports essential in managing an outlet.
• Potential revenue – the possible amount of money that a company actually receives during a specific period; possible gross income
• Proposal – a formal offer to do work/provide products &services for someone or a business
• Prospects – people who are potential customer, client, etc
• Request for Tender/Proposal – a document from a person or business asking you to tender for the provision of identified products and services
• Risk management standards – the standards in forecasting and evaluating the financial risks together with the identification of procedures to avoid or minimize their impact
• Roster – list of employees with their assigned job or task schedules.
• Running sheet – a list of every task that needs to be done for an event: it is set up in the order the tasks will begin.
• Sales activities – initiatives and actions to increase the revenue of a food service facility.
• Sales calls – pre-arranged and face-to-face meeting between a salesperson and a customer or prospect for the purpose of generating a sale.
• Sales meeting – gathering in which a product or service is being discussed, and the benefits are outlined to the potential buyer; not always a presentation format; it can sometimes be an informal conversation, phone call or online affair to promote products and services to prospects.
• Sales report – record of calls made and products sold during a particular time frame kept by a salesperson or their management.
• Self-management skill – defined as the personal application of behavior change tactics that produces a desired change in behavior. The term self-control is also used to refer to this type of behavior change program.
• Service levels – measure the performance of a system; certain goals are defined and the service level gives the percentage to which those goals should be achieved
• Service points – areas where the actual pick-up of food after production are located
• Service stations – the areas where the wait staff place the necessary and extra supplies such as table wares for re-setting and sometimes beverages for re-filling.
• Service style – the manner of serving food from the production area to dining area.
• Sustainability issues – issues on activities in meeting the present and future business supplies of products or services, including reducing waste, reusing supplies or recycling.
• Tender – proposal
• Training skill – teaching, or developing in oneself or others, any skills and knowledge that relate to specific useful competencies usually to improving one’s capability, capacity, productivity and performance.

Variable Costs – costs associated with expenditure which varies with levels/volume of production

Other Terms Used :

• Assistant Restaurant Manager – responsible for managing the daily operations of our restaurant, including the selection, development and performance management of employees.
• Captain Waiter – Chef de Rang
• Chef – a person who prepares food as an occupation in restaurant, private house, hotel
• Commis debarasseur – busboy
• Director of Service – Chef de Service
• Restaurant manager – responsible for overseeing the efficient running and profitability of restaurants and for managing and leading their employees.
• Waiter – Demi Chef de Rang
• Wine Steward – Chef de Vin/Chef Sommelier