Free Food and Beverage Service-steward course (1year Diploma)

Also known as “Waiter or Waitress”, the Food & Beverage Service Steward is responsible for efficiently and courteously serving food and beverage to guests of hotel, restaurant, canteens and banquet functions.

Brief Job Description:- The individual at work greets and seats the guests; takes down their orders; serves them with tableware, food, beverages, and accompaniments; finally clears the used dishes and settles the customer’s accounts as per the company’s policy.

Personal Attributes:- The job requires the individual to be fit to perform considerable physical activities and have pleasing deportment, healthy habits and good grooming commitment and proficiency Food and Beverage Service-steward course.

Identifying the service area and resources required:- To be competent, the user/ individual must be able to:

 PC1. check assigned service area as per duty roster

 PC2. check the pre-bookings for the areas assigned

 PC3. inspect the food service area for the cleaning and laying the table, e.g., customer dining areas, sideboards/side tables/trolleys /counters, service preparation areas

PC4. assess requirement of resources viz. tableware, cutlery, linen

PC5. identify workplace procedures for serving food and beverage

Preparing the service area:- To be competent, the user/ individual must be able to:

PC6. check that service areas are hygienic, clean, free from damage and ready for use in line with service style

PC7. prepare and adjust dining area for comfort and ambience, e.g., light, music, temperature, odour-less, pest-free, clean linen and furniture arrangement Food and Beverage Service-steward course.

PC8. check that service equipment is clean, functional, free from damage, located where it should be and switched on ready for use

 PC9. set up furniture in accordance with standard operating procedures, bookings, customer requests and customer/staff convenience and safety

PC10. check that sufficient stock of service items are clean, free from damage and stored ready for service

 PC11. check availability of condiments and accompaniments ready for service and store them safely

 PC12. check dining furniture, table linen and table items are clean and undamaged

 PC13. arrange restaurant furniture according to the food service operation Food and Beverage Service-steward course.

 PC14. check the menus and promotional items and ensure that they contain accurate information and are ready for customer use

PC15. comply with industry requirements in relation to standard of dress and personal hygiene

PC16. lay out tables/counters according to the outlet’s procedures

PC17. dispose of broken and cracked items and other waste in accordance with standard operating procedures and environmental considerations

 PC18. prepare a suitable range of decorations, coasters and edible and non-edible garnishes and stock, in accordance with standard operating procedures

PC19. carry out all work in accordance with occupational health and safety

 PC20. check dining/restaurant/public amenity areas customer facilities for cleanliness prior to service, in accordance with standard operating procedures

PC21. prepare and adjust the dining environment to ensure comfort and ambience for customers Food and Beverage Service-steward course.

PC22. verify menu variations and daily specials with kitchen staff (liaising with duty chef)

Rechecking preparation for service area:- To be competent, the user/ individual must be able to: PC23. complete preparation for serving food and beverage following workplace procedures

PC24. complete checklists for preparation for performing duties

Greeting customers:- To be competent, the user/ individual must be able to:

 PC1. greet customers, identify their requirements and check any booking records as appropriate to the service operation

PC2. check details of reservations where appropriate

PC3. escort and seat customers according to table allocation and special requirements

 PC4. offer chair assistance in seating the guest

PC5. offer available pre-meal services to customers and address guest by surname to extent possible PC6. present menus and drinks lists to customers, in accordance with standard operating procedures provide information to customers, giving clear explanations and description of information such as menu choices and options, information about food and beverages, specials for the day, information about the location or area location of customer facilities

Taking and processing orders:- To be competent, the user/ individual must be able to:

PC7. make sure customers have access to the correct menu Food and Beverage Service-steward course.

PC8. give accurate information on individual dishes according to customers’ requirements

PC9. take the opportunity to maximize the order using appropriate sales techniques

 PC10. check products and brand preferences with the customer in a courteous manner

PC11. advise customers on a selection of drinks and make recommendations where required to assist customers to make a choice where appropriate

 PC12. identify any specific customer preference

 PC13. record and relay information about any special requests or dietary or cultural requirements promptly and accurately to duty chef

 PC14. answer customer questions on menu items correctly and courteously

PC15. record orders legibly, using the format required by the enterprise, verify order with customer and convey them promptly to the kitchen and bar as per standard procedure

 PC16. identify, record and deal with their order promptly, repeat order to reconfirm and inform about approximate waiting time

PC17. seek information from the kitchen or other appropriate person, where answers are unknown Food and Beverage Service-steward course.

Serving food and beverage:-

To be competent, the user/ individual must be able to:

PC18. provide and adjust glassware, service ware and cutlery, suitable for menu choices, and condiments in accordance with standard operating procedures

 PC19. carry out all work in accordance with occupational health and safety

PC20. check quality and presentation of food and beverage in accordance with standard operating procedures

PC21. check service ware for chips, marks, spills and drips

 PC22. collect food and beverage selections promptly from service areas, convey them to customers safely

 PC23. monitor flow of service for meal and beverage delivery

 PC24. recognize and follow up promptly, any delays or deficiencies in service

 PC25. promptly advise and reassure customers about any delays and problems

 PC26. serve food and beverage courteously and to the correct person, in accordance with standard operating procedures and hygiene requirements for, say, table d’hôte, a la carte, counter service, pre-set meal, buffet, function, tea and coffee service, and in patient service

PC27. check customer satisfaction at the appropriate time Food and Beverage Service-steward course.

 PC28. offer additional food and beverage at the times as per standard procedure and order and serve them accordingly

 PC29. clear tables of crockery, cutlery and glassware between the courses at the appropriate time and with minimal disruption to customers

PC30. remove and replace used table items as required and maintain the correct stocks

 PC31. remove leftover food items, condiments and accompaniments from the table when required and deal with them correctly

PC32. clear finished courses from the table at the appropriate time according to the service operation PC33. clear finished courses and used crockery and cutlery systematically with assistance from other service staff

PC34. check crockery, cutlery and other table items and replace or remove them as appropriate

PC35. serve different courses with clean and undamaged service equipment of the appropriate type PC36. serve food of the type quality and quantity required using the appropriate service method

PC37. keep the service area tidy and clean

Clearing tables and counters after dining:- To be competent, the user/ individual must be able to:

PC1. clear tables of crockery, cutlery and glassware at the appropriate time after the meals, as per the course and with minimal disruption to customers Food and Beverage Service-steward course.

 PC2. remove tableware, cutlery, condiments and other used items from the table as per the procedure after customer has finished dining for crockery, cutlery/silverware, glassware, menus/menu folders, table decorations, condiments and accompaniments, napkins and table coverings

Presenting guest account/check for the services used:- To be competent, the user/ individual must be able to:

 PC3. provide after-meals services such as mouth fresheners and/or finger-bowls as per organization standards

 PC4. present the customer accounts/check for services used, as per organization procedure to the guest

Cleaning table and side boards of used tableware and waste food/beverages:-

To be competent, the user/ individual must be able to:

PC5. arrange table items used in food service area for cleaning or store them as required

 PC6. prepare service and table linen for dispatch to laundry or clean down and remove disposable items PC7. dispatch used crockery, cutlery and service dishes to dish cleaning area

PC8. store food items and accompaniments for future use in line with food hygiene regulations

 PC9. leave dining and food service areas tidy and ready for cleaning

 PC10. dispose of rubbish and waste food following recommended procedures Food and Beverage Service-steward course.

PC11. ensure that service equipment is clean, correctly stored and turned off where appropriate

 PC12. ensure that dining furniture is clean and ready for future use
 PC13. store and/or prepare equipment for the next service, in accordance with standard operating procedures

 PC14. carry out all work in accordance with occupational Health and Safety

Receiving payment after service:- To be competent, the user/ individual must be able to:

 PC1. make sure that payment point is working and that all needed material such as stationery, till/ credit/ debit rolls are available or processing either of cash, traveller’s cheques, drafts

 PC2. maintain the payment point and restock it when necessary

PC3. enter / scan information into the payment point correctly

PC4. organize and present accounts to customers on request

PC5. tell the customer how much they have to pay, if asked and modes of payments accepted PC6. acknowledge the customer’s payment and validate it where necessary

 PC7. follow correct procedure for chip and pin transactions Food and Beverage Service-steward course.

 PC8. put the payment in the right place according to the organization’s procedures PC9. give correct change for cash transactions

PC10. carry out transactions without delay and give relevant confirmation to the customer

 PC11. make the payment point contents available for authorized collection

 PC12. process accounts in accordance with standard operating procedures

 PC13. farewell guests courteously from the restaurant/dining area in accordance with standard operating procedures

Spotting customer service issues Food and Beverage Service-steward course:- To be competent, the user/ individual must be able to:

PC1. spot customer service issues

PC2. listen carefully to the customers about any problem they have raised

PC3. ask customers about the problem to check your understanding

PC4. recognize repeated problems and alert the appropriate authority

 PC5. share customer feedback with others to identify potential problems before they happen

PC6. identify problems with systems and procedures before they begin to affect your customers

Resolving customer problems:- To be competent, the user/ individual must be able to:

PC7. identify the options for resolving a customer service issue

PC8. work with others to identify and confirm the options to resolve a customer service issue

PC9. work out the advantages and disadvantages of each option for the customer and the organization PC10. pick the best option for the customer and the organization

 PC11. identify for the customer other ways that the issue may be resolved if one is unable to help

 PC12. take action to resolve customer service issue

PC13. discuss and agree the options for solving the problem with the customer

PC14. take action to implement the option agreed with the customer

PC15. work with others and the customer to make sure that any promises related to solving the problem are kept

PC16. keep the customer fully informed about what is happening to resolve the problem

PC17. check with the customer to make sure the problem has been resolved to their satisfaction

 PC18. give clear reasons to the customer when the problem has not been resolved to their satisfaction

Hospitality Study - Food and Beverage Manager - F&B Department

Interacting with superior Food and Beverage Service-steward course:- To be competent, the user/ individual must be able to:

 PC1. receive job order and instructions from reporting superior

PC2. understand the work output requirements, targets, performance indicators and incentives

PC3. deliver quality work on time and report any anticipated reasons for delays

 PC4. escalate unresolved problems or complaints to the relevant senior

PC5. communicate maintenance and repair schedule proactively to the superior

PC6. receive feedback on work standards

PC7. document the completed work schedule and handover to the superior

Communicating with colleagues Food and Beverage Service-steward course:- To be competent, the user/ individual must be able to:

PC8. exhibit trust, support and respect to all the colleagues in the workplace

 PC9. aim to achieve smooth workflow

 PC10. help and assist colleagues with information and knowledge

PC11. seek assistance from the colleagues when required

 PC12. identify the potential and existing conflicts with the colleagues and resolve

 PC13. pass on essential information to other colleagues on timely basis

 PC14. maintain the etiquette, use polite language, demonstrate responsible and disciplined behaviours to the colleagues

PC15. interact with colleagues from different functions clearly and effectively on all aspects to carry out the work among the team and understand the nature of their work

PC16. put team over individual goals and multi task or share work where necessary supporting the colleagues

 PC17. highlight any errors of colleagues, help to rectify and ensure quality output

 PC18. work with cooperation, coordination, communication and collaboration, with shared goals and supporting each other’s performance

Communicating effectively with customers:- To be competent, the user/ individual must be able to: PC19. ask more questions to the customers and identify their needs

 PC20. possess strong knowledge on the product, services and market

 PC21. brief the customers clearly

PC22. communicate with the customers in a polite, professional and friendly manner

 PC23. build effective but impersonal relationship with the customers

PC24. ensure the appropriate language and tone are used to the customers

 PC25. listen actively in a two way communication

 PC26. be sensitive to the gender, cultural and social differences such as modes of greeting, formality, etc.

 PC27. understand the customer expectations correctly and provide the appropriate products and services

 PC28. understand the customer dissatisfaction and address to their complaints effectively

 PC29. maintain a positive, sensible and cooperative manner all time

 PC30. ensure to maintain a proper body language, dress code, gestures and etiquettes towards the customers

PC31. avoid interrupting the customers while they talk

 PC32. ensure to avoid negative questions and statements to the customers

PC33. inform the customers on any issues or problems before hand and also on the developments involving them

 PC34. ensure to respond back to the customer immediately for their voice messages, e-mails, etc.

PC35. develop good rapport with the customers and promote suitable products and services

PC36. seek feedback from the customers on their understanding to what was discussed

PC37. explain the terms and conditions clearly

Engaging with customers for assessing service quality requirements Food and Beverage Service-steward course:-

To be competent, the user/ individual must be able to:

 PC1. keep in mind the profiles of expected customers

PC2. understand the target customers and their needs as defined by the company

 PC3. organize regular customer events and feedback session frequently

PC4. build a good rapport with the customers including the ones who complain

 PC5. have frequent discussions with regular customers on general likes and dislikes in the market, latest trends, customer expectations, etc.

 PC6. receive regular feedbacks from the clients on current service, complaints, and improvements to be made, etc.

PC7. compulsively seek customer rating of service to help develop a set of regularly improved procedures

 PC8. ingrain customer oriented behaviour in service at all level

PC9. aim to gain their long lasting loyalty and satisfaction

PC10. engage with customers on without intruding on privacy

Achieving customer satisfaction:- To be competent, the user/ individual must be able to:

PC11. ensure clarity, honesty and transparency with the customers

PC12. treat the customers fairly and with due respect

PC13. focus on executing company’s marketing strategies and product development

 PC14. focus on enhancing brand value of company through customer satisfaction

Fulfilling customer requirement Food and Beverage Service-steward course:- To be competent, the user/ individual must be able to:

PC15. ensure that customer expectations are met

PC16. learn to read customers’ needs and wants

 PC17. willingly accept and implement new and innovative products and services that help improve customer satisfaction

 PC18. communicate feedback of customer to senior, especially, the negative feedback

 PC19. maintain close contact with the customers and focus groups

PC20. offer promotions to improve product satisfaction level to the customers periodically

PC21. weigh the cost of fulfilling unscheduled customer requests, consult with senior and advise the customer on alternatives

behavioural, personal and telephone etiquettes:- To be competent, the user/ individual must be able to:

PC1. greet the customers with a handshake or appropriate gesture based on the type of customer on their arrival

PC2. welcome the customers with a smile

 PC3. ensure to maintain eye contact

PC4. address the customers in a respectable manner

 PC5. do not eat or chew while talking

 PC6. use their names as many times as possible during the conversation

PC7. ensure not to be too loud while talking

PC8. maintain fair and high standards of practice

PC9. ensure to offer transparent prices

PC10. maintain proper books of accounts for payment due and received

PC11. answer the telephone quickly and respond back to mails faster

 PC12. ensure not to argue with the customer

 PC13. listen attentively and answer back politely

PC14. maintain personal integrity and ethical behavior

PC15. dress professionally

 PC16. deliver positive attitude to work

 PC17. maintain well groomed personality, i.e., clean and crisp uniform, neatly cut and combed hair, well maintained and shining shoes, and no body odou

PC18. achieve punctuality and body language

 PC19. maintain the social and telephonic etiquette

 PC20. provide small gifts as token of appreciation and thanks giving to the customer

 PC21. use appropriate tone, pitch and language to convey politeness, assertiveness, care and professionalism

 PC22. demonstrate responsible and disciplined behaviours at the workplace

 PC23. escalate grievances and problems to appropriate authority as per procedure to resolve them and avoid conflict

Treating customers with high degree of respect and professionalism:- To be competent, the user/ individual must be able to:

PC24. use appropriate titles and terms of respect to the customers

 PC25. use polite language

PC26. maintain professionalism and procedures to handle customer grievances and complaints

PC27. offer friendly, courteous and hospitable service and assistance to the customer upholding levels and responsibility

 PC28. provide assistance to the customers maintaining positive sincere attitude and etiquette

 PC29. provide special attention to the customer at all time

Achieving customer satisfaction:- To be competent, the user/ individual must be able to:

PC30. achieve 100% customer satisfaction on a scale of standard

 PC31. gain customer loyalty

PC32. enhance brand value of company

Educating customer on specific facilities and services available:- To be competent, the user/ individual must be able to:

PC1. educate the tourists, employers and the colleagues at workplace on women rights and the respect that is to be given to them

 PC2. inform about company’s policies to prevent women from sexual harassments, both physical and verbal, and objectifications by other customers and staff

PC3. list all the facilities available with respect to transportation facilities, night trips and safeguards, reporting abuse, maternity related and other grievance

 PC4. inform about methods adopted to ensure safety and personal and baggage security of women, e.g., CCTV cameras, security guards, women’s helpline

PC5. provide the necessary comfort to the female traveller customers such as secure and safe environment, chain locks/latches, smoke detector, comfortable accommodation, etc.

 PC6. maintain compliant behavioural etiquette while dealing with women customers such as asking permission before entering room and for cleaning, avoiding touch contact, using abusive language or gesture, etc.

PC7. ensure that the customer feels safe at all times without being over threatened by the security procedures and related environment

PC8. ensure that in the event of terrorist attacks customers are calmly handled, led to safer places and instructed properly in order to achieve zero casualties

Providing different age and gender specific customer service:-

To be competent, the user/ individual must be able to:

PC9. ensure the quality of facilities and services offered cater to the needs of every individual, be it man, woman, child, particularly the very young and the aged

PC10. be aware of the customer unique needs and wants of each category of customer, e.g., for an infant, for a young woman, for an old person, others

PC11. coordinate with team to meet these unique needs, also keeping in mind theirdiverse cultural backgrounds

 PC12. provide entertainment programs and events suited for the children tourists

PC13. educate parents and attendants of senior citizens on basic safeguards and procedures for them in case of emergencies

 PC14. arrange for transport and equipment as required by senior citizens

PC15. ensure availability of medical facilities and doctor

standard etiquette with women at workplace:- To be competent, the user/ individual must be able to:

 PC16. treat women equally across both the horizontal as well as vertical segregation of roles in the workplace

 PC17. ensure a fair and equal pay to the women as men, more of formal training, advancement opportunities, better benefits, etc.

 PC18. involve women in the decision making processes and management professions

PC19. avoid specific discrimination and give women their due respect

PC20. motivate the women in the work place towards utilizing their skills

 PC21. educate the tourists, employers and the colleagues at workplace on women rights and the respect that is to be given to them

 PC22. establish policies to protect the women from sexual harassments, both physical and verbal, and objectifications by customers and colleagues

 PC23. frame women friendly work practices such as flexible working hours, maternity leave, transportation facilities, night shift concessions, women grievance cell.

 PC24. ensure the safety and security of women in the workplace, particularly when their nature of job is to deal with night shifts, attend guest rooms, back end work, etc.

PC25. ensure safety and security of women at all levels

Securing company’s IPR:- To be competent, the user/ individual must be able to:

PC1. prevent leak of new plans and designs to competitors by reporting on time

PC2. be aware of any of company’s product, service or design patents

 PC3. report IPR violations observed in the market, to supervisor or company head

Respecting customer’s copyright:- To be competent, the user/ individual must be able to:

 PC4. read copyright clause of the material published on the internet and any other printed material PC5. protect infringement upon customer’s business or design plans

PC6. consult supervisor or senior management when in doubt about using information available from customer

 PC7. report any infringement observed by anyone in the company

Ensuring cleanliness around workplace:- To be competent, the user/ individual must be able to: PC1. keep the workplace regularly clean and cleared-off of food waste or other litter

 PC2. ensure that waste is disposed-off as per prescribed standards or in trash cans earmarked for waste disposal

 PC3. ensure that the trash cans or waste collection points are cleared everyday

 PC4. arrange for regular pest control activities at the workplace
 PC5. to maintain records for cleanliness and maintenance schedule

PC6. ensure the workplace is well ventilated with fresh air supply

 PC7. check the air conditioner and other mechanical systems on a regular basis and maintain them well PC8. ensure the workplace is provided with sufficient lighting

PC9. ensure clean work environment where food is stored, prepared, displayed and served

 PC10. ensure safe and clean handling and disposal of linen and laundry, storage area, accommodation, public areas, storage areas, garbage areas, etc.

PC11. identify and report poor organizational practices with respect to hygiene, food handling, cleaning PC12. ensure adequate supply of cleaning consumables such as equipment, materials, chemicals, liquids PC13. ensure to clean the store areas with appropriate materials and procedures

PC14. identify the different types of wastes, e.g., liquid, solid, food, non-food, and the ways of handling them for disposal

Following personal hygiene practices:- To be competent, the user/ individual must be able to:

PC15. wash hands on a regular basis, particularly on touching any dirty surfaces, before and after handling food, after using the toilet, etc

PC16. ensure to wash hands using suggested material such as soap, one use disposable tissue, warm water, etc.

 PC17. wash the cups, glasses or other cutlery clean before and after using them

 PC18. ensure to maintain personal hygiene of daily bath, clean clothing and uniform, footwear, head gear, cutting nails, healthy diet, using deodorant, etc.

PC19. ensure to maintain dental hygiene in terms of brushing teeth every day, using mouthwash regularly, using mouth freshener after eating, avoiding smoke at workplace, etc.

 PC20. ensure no cross contaminations of items such as linen, towels, utensils, etc. occurs in the workplace

Taking precautionary health measures:- To be competent, the user/ individual must be able to: PC21. report on personal health issues related to injury, food, air and infectious diseases

 PC22. ensure not to go for work if unwell, to avoid the risk of being spread to other people

 PC23. use a tissue, cover the mouth and turn away from people while sneezing or coughing

PC24. wash hands on using these tissues after coughing and sneezing and after using the wastes

 PC25. ensure to use single use tissue and dispose these tissues immediately

PC26. coordinate for the provision of adequate clean drinking water

PC27. ensure to get appropriate vaccines regularly

 PC28. avoid serving adulterated or contaminated food

 PC29. undergo preventive health check-ups at regular intervals

 PC30. take prompt treatment from the doctor in case of illness

 PC31. have a general sense of hygiene and appreciation for cleanliness for the benefit of self and the customers or local community

Taking precautionary measures to avoid work hazards:- To be competent, the user/ individual must be able to:

 PC1. assess the various hazards in the work areas
PC2. take necessary steps to eliminate or minimize them

 PC3. analyse the causes of accidents at the workplace

PC4. suggest measures to prevent such accidents from taking place

 PC5. take preventive measures to avoid risk of burns and other injury due to contact with hot surfaces such as stoves, gas, fire, hot liquids, hot foods, hot oil, etc.

 PC6. suggest methods to improve the existing safety procedures at the workplace

Following standard safety procedure:- To be competent, the user/ individual must be able to:

 PC7. be aware of the locations of fire extinguishers, emergency exits, etc.

 PC8. practice correct emergency procedures PC9. check and review the storage areas frequently

 PC10. stack items in an organized way and use safe lifting techniques to reduce risk of injuries from handling procedures at the storage areas

 PC11. ensure to be safe while handling materials, tools, acids, chemicals, detergents, etc.

PC12. store the chemicals and acids in a well-ventilated and locked areas with warning signs displayed PC13. ensure safe techniques while moving furniture and fixtures

 PC14. ensure to reduce risk of injury from use of electrical tools

PC15. read the manufacturer’s manual carefully before use of any equipment

PC16. unplug the electrical equipment before performing housekeeping, cleaning and maintenance to avoid injuries

 PC17. keep the floors free from water and grease to avoid slippery surface

 PC18. ensure to use non slip liquids and waxes to polish and treat floors, if required

PC19. use rubber mats to the places where floors are constantly wet

PC20. ensure safety from injuries of cuts to loss of fingers, while handling sharp tools such as knives, needles, etc.

PC21. use flat surfaces, secure holding and protective wear while using such sharp tools

 PC22. use health and safety practices for storing, cleaning, and maintaining tools, equipment, and supplies

 PC23. practice ergonomic lifting, bending, or moving equipment and supplies

Using safety tools or Personal Protective Equipment:- To be competent, the user/ individual must be able to:

PC24. ensure the workers have access to first aid kit when needed

PC25. ensure all equipment and tools are stored and maintained properly and safe to use

PC26. ensure to use personal protective equipment and safety gear such as gloves, mask, headwear, footwear, glasses, goggles, etc. for specific tasks and work conditions where required

PC27. ensure to display safety signs at places where necessary for people to be cautious

 PC28. ensure electrical precautions such as insulated clothing, adequate equipment insulation, dry work area, switch off the power supply when not required, etc.

PC29. ensure availability of general health and safety equipment such as fire extinguishers, first aid equipment, safety equipment, clothing, safety installations such as fire exits, exhaust fans, etc., are available

Food and Beverage Manager - BioSafe : BioSafe

Achieving safety standards:- To be competent, the user/ individual must be able to:

PC30. document all the first aid treatments, inspections, etc., conducted to keep track of the safety measures undertaken

 PC31. comply with the established safety procedures of the workplace

 PC32. report to the supervisor on any problems and hazards identified

 PC33. ensure zero accident at workplace

PC34. adhere to safety standards and ensure no material damage

Job Role :-

Food & Beverages Service – Steward Qualification Pack :-

Sector Skill Council:-

  1. Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council. Each Performance Criteria (PC) will be assigned marks proportional to its importance in NOS. SSC will also lay down proportion of marks for each

 PC. 2. Each NOS will assessed both for theoretical knowledge and practical which is being proportionately demonstrated in the table below.

The assessment for the theory part will be based on knowledge bank of questions created by the

 SSC. 4. To pass the Qualification Pack, every trainee should score a minimum of 60% in all Generic NOS’s and 75% in Other

 NOS’s. 5. In case of successfully passing only certain number of NOS’s, the trainee is eligible to take subsequent assessment on the balance NOS’s to pass the Qualification pack

Plan for serving food and beverages:- PC1. check assigned service area as per duty roster

PC2. check the pre-bookings for the areas assigned

PC3. inspect the food service area for the cleaning and laying the table such as customer dining areas, sideboards/side tables/trolleys /counters, service preparation areas

PC4. assess requirement of resources viz. tableware, cutlery, linen

PC5. identify workplace procedures for serving food and beverage

PC6. check that service areas are hygienic, clean, free from damage and ready for use in line with service style

PC7. prepare and adjust dining area for comfort and ambience, e.g., light, music, temperature, odour-less, pest-free, clean linen and furniture arrangement

PC8. check that service equipment is clean, functional, free from damage, located where it should be and switched on ready for use
PC9. set up furniture in accordance with standard operating procedures, bookings, customer requests and customer/staff convenience and safety

PC10. check that sufficient stock of service items are clean, free from damage and stored ready for service

PC11. check availability of condiments and accompaniments ready for service and store them safely

PC12. check that refuse and waste food containers are hygienic, empty and ready for use

PC13. check dining furniture, table linen and table items are clean and undamaged

PC14. arrange restaurant furniture according to the food service operation

PC15. check the menus & promotional items and ensure that they contain accurate information and are ready for customer use

PC16. comply with industry requirements in relation to standard of dress and personal hygiene

PC17. lay out tables/counters according to the outlet’s procedures

PC18. dispose of broken and cracked items and other waste in accordance with standard operating procedures and environmental considerations

PC19. prepare a suitable range of decorations, coasters and edible and non-edible garnishes and stock, in accordance with standard operating procedures

PC20. carry out all work in accordance with occupational health and safety

PC21. check dining/restaurant/public amenity areas customer facilities for cleanliness prior to service, in accordance with standard operating procedures

PC22. prepare and adjust the dining environment to ensure comfort and ambience for customers

PC23. verify menu variations and daily specials with kitchen staff (liaising with duty chef)

PC24. complete preparation for serving food and beverage following workplace procedures

PC25. complete checklists for preparation for performing duties

Greet customer, take order, serve food and beverages:-

PC1. greet customers, identify their requirements and check any booking records as appropriate to the service operation

PC2. check details of reservations where appropriate

PC3. escort and seat customers according to table allocation and special requirements

PC4. offer chair assistance in seating the guest

PC5. offer available pre-meal services to customers and address guest by surname to extent possible

PC6. present menus and drinks lists to customers, in accordance with standard operating proceduresprovide information to customers, giving clear explanations and description for menu choices and options, food and beverages, specials for the day, location or area, location of customer facilities

PC7. make sure customers have access to the correct menu

PC8. give accurate information on individual dishes according to customers’ requirements

PC9. take the opportunity to maximize the order using appropriate sales techniques

PC10. check products and brand preferences with the customer in a courteous manner

PC11. advise customers on a selection of drinks and make recommendations where required to assist customers to make a choice where appropriate

PC12. identify any specific customer preference

PC13. record and relay information about any special requests or dietary or cultural requirements promptly and accurately to duty chef

PC14. answer customer questions on menu items correctly and courteously

PC15. record orders legibly, using the format required by the enterprise, verify order with customer and convey them promptly to the kitchen and bar as per standard procedure

PC16. identify, record and deal with their order promptly, repeat order to reconfirm and inform about approximate waiting time

PC17. seek information from the kitchen or other appropriate person, where answers are unknown

PC18. provide and adjust glassware, service ware and cutlery, suitable for menu choices, and condiments in accordance with standard operating procedures

PC19. carry out all work in accordance with occupational health and safety requirements

PC20. check quality and presentation of food and beverage in accordance with standard operating procedures

PC21. check service ware for chips, marks, spills and drips

PC22. collect food and beverage selections promptly from service areas, convey them to customers safely

PC23. monitor flow of service for meal and beverage delivery

PC24. recognize and follow up promptly, any delays or deficiencies in service

PC25. promptly advise and reassure customers about any delays and problems

PC26. serve food and beverage courteously and to the correct person, in accordance with standard operating procedures and hygiene requirements for table d’hôte, a la carte, counter service, pre-set meal, buffet, function, tea and coffee service, in patient service

PC27. check customer satisfaction at the appropriate time

PC28. offer additional food and beverage at the as per standard procedure at appropriate times, and order and serve them

PC29. clear tables of crockery, cutlery and glassware between the courses at the appropriate time and with minimal disruption to customers

PC30. remove and replace used table items as required and maintain the correct stocks

PC31. remove leftover food items, condiments and accompaniments from the table when required and deal with them correctly

PC32. clear finished courses from the table at the appropriate time according to the service operation

PC33. clear finished courses and used crockery and cutlery systematically with assistance from other service staff

PC34. check crockery, cutlery and other table items and replace or remove them as appropriate

PC35. serve different courses with clean and undamaged service equipment of the appropriate type

PC36. serve food of the type quality and quantity required using the appropriate service method

PC37. keep the service area tidy and clean

Deal with customer payment:-

PC1. make sure that payment point is working and that all needed material such as stationery, till/ credit/ debit roll are available to process either of cash, travellers cheque, drafts

PC2. maintain the payment point and restock it when necessary

PC3. enter / scan information into the payment point correctly

PC4. organize and present accounts to customers on request

PC5. tell the customer how much they have to pay, if asked

PC6. acknowledge the customer’s payment and validate it where necessary

PC7. follow correct procedure for chip and pin transactions

PC8. put the payment in the right place according to the organization’s procedures

PC9. give correct change for cash transactions

PC10. carry out transactions without delay and give relevant confirmation to the customer

PC11. make the payment point contents available for authorized collection

PC12. process accounts in accordance with standard operating procedures

PC13. farewell guests courteously from the restaurant/dining area in accordance with standard operating procedures

Resolve customer service issues:-

PC1. spot customer service issues

PC2. listen carefully to the customers about any problem they have raised

PC3. ask customers about the problem to check your understanding

PC4. recognize repeated problems and alert the appropriate authority

PC5. share customer feedback with others to identify potential problems before they happen

PC6. identify problems with systems and procedures before they begin to affect your customers

PC7. identify the options for resolving a customer service issue

PC8. work with others to identify and confirm the options to resolve a customer service issue

PC9. work out the advantages and disadvantages of each option for the customer and the organization

PC10. pick the best option for the customer and the organization

PC11. identify for the customer other ways that the issue may be resolved if one is unable to help