Rita Charitable Trust

Free Multi Cuisine Cook Course (1year Diploma)

Multi Cuisine Cook Course CLICK HERE

Multi-cuisine Cook is responsible for cooking variety of foods for consumers and arranging and managing food resources in the kitchen.

Brief Job Description-: The individual at work cooks foods of different types and typically of regional flavours.

 Personal Attributes:– The job requires the individual to have good eye sight; knack for observational learning, attention to details, ability to work in typically hot and messy environment.

Arranging for food resources Multi-cuisine Cook Course:- To be competent, the user/ individual must be able to:

 PC1. estimate the requirements of variety of resources for kitchen operations with the assistance of kitchen helper

PC2. estimate the quantity of various resources required for smooth kitchen operations Multi-cuisine Cook Course.

 PC3. provide the specifications for kitchen provisions, supplies and daily perishable consumables to the proprietor of the eatery

PC4. receive the deliveries of kitchen provisions, supplies and daily perishable consumables from suppliers

 PC5. check that received food items; supplies and materials are undamaged and then tally them with the order placed

 PC6. instruct kitchen helper to unload the supplies and sort them for proper storage

Maintaining inventory control Multi-cuisine Cook Course:- To be competent, the user/ individual must be able to:

 PC7. keep track of the quantities of supplies used on day-to-day basis

 PC8. follow stock rotation procedures to avoid wastage of raw materials

PC9. inform proprietor about the inventory status and help in re-ordering of materials

 PC10. keep track of the fuel consumptions and report to proprietor to decide about re-ordering

 PC11. ensure adequate availability of resources for uninterrupted kitchen operations

PC12. ensure that inventory records of all the items are kept up-to-date for the ease of the monitoring

Ensuring efficient use of resources:-

Free Multi Cuisine Cook Course (1year Diploma)
Free Multi Cuisine Cook Course (1year Diploma)

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

PC13. follow manufacturers’ guidelines to ensure that kitchen equipment is working at the correct settings Multi-cuisine Cook Course.

 PC14. ensure that cooking fuel does not get wasted because of faulty burners or cooking practices PC15. ensure that there is no wastage of water, electricity, kitchen provision, supplies and perishable materials in the kitchen

PC16. report any equipment faults or potential wastage to the proprietor for immediate repair

Directing kitchen helper for initial preparation Multi-cuisine Cook Course:- To be competent, the user/ individual must be able to: PC1. direct kitchen helper to do the basic preparatory work like washing; peeling; chopping; cutting of vegetables, grinding spices etc.

 PC2. instruct kitchen helper to store semi-cooked food in containers / in the fridge or freezer

PC3. inform kitchen helper about what all is required at the workstation to prepare variety of food items

Cooking vegetarian and non- vegetarian food items:- To be competent, the user/ individual must be able to:

 PC4. ensure that food preparation areas and equipment are clean, hygienic and ready for use

 PC5. select raw items; provisions; supplies and / or semi-cooked food as per food item to be cooked PC6. cook vegetables by boiling; frying; grilling; microwaving and ensure that they are served at correct temperature

 PC7. cook variety of vegetarian and non- vegetarian North Indian, South Indian, Chinese food items

 PC8. safely store any cooked vegetables not for immediate use

 PC9. clear the area and deal correctly with the equipment used after service

 PC10. ensure food is arranged correctly prior to service

 PC11. use cooking and finishing techniques that meet the customer’s requirements

Customizing food items as per consumer’s requirements Multi-cuisine Cook Course:- To be competent, the user/ individual must be able to:

 PC12. make changes in the food items as per consumer’s requirements

PC13. suggest consumers some changes to enhance their taste Multi-cuisine Cook Course.

4,338,091 Cooking Photos - Free & Royalty-Free Stock Photos from Dreamstime

Expediting and ensuring quality control:- To be competent, the user/ individual must be able to:

PC14. ensure that all the food orders are delivered to respective consumers within proprietor set time

PC15. ensure that different courses of food are delivered to consumer at set pace and order

PC16. ensure the quality of food items delivered to consumers such as the appropriate temperature, consistency, presentation etc.

Communicating with colleagues:- 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 Multi-cuisine Cook Course:- 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 Multi-cuisine Cook Course.

 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 Multi-cuisine Cook Course.

 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:- 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: PC

11. 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:- 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 Multi-cuisine Cook Course.

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

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 manne

 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 behaviour Multi-cuisine Cook Course.

PC15. dress professionally

PC16. deliver positive attitude to work

PC17. maintain well groomed personality

 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 Multi-cuisine Cook Course.

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

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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 Multi-cuisine Cook Course.

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 Multi-cuisine Cook Course.

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

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

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

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

Gaining understanding of common vocabulary required:- To be competent, the user/ individual must be able to:

 PC1. understand from the company, the typical foreign or vernacular language queries

 PC2. learn keywords that may be used to pose those queries

PC3. practice short oral conversations in the language, preferably, with colleagues or fellow trainees PC4. listen to focussed or recorded sentences as spoken typically in the language

Achieving ‘minimal pass standards’ of language proficiency:-

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

PC5. speak without hesitation and fear of being incorrect

 PC6. express coherently in complete sentences over a variety of topics, albeit with effort

 PC7. exhibit basic range of vocabulary and range of expression

 PC8. seek to improve language proficiency to ‘working knowledge’ level

Job Role :-

Multi-cuisine Cook:-

 Qualification Pack :- 1. Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council. 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

. 3. 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.

Arrange and manage food resources in the kitchen:-

PC1. estimate the requirements of variety of resources for kitchen operations with the assistance of kitchen helpe

PC2. estimate the quantity of various resources required for smooth kitchen operations

PC3. provide the specifications for kitchen provisions, supplies and daily perishable consumables to the proprietor of the eatery

PC4. receive the deliveries of kitchen provisions, supplies and daily perishable consumables from suppliers

PC5. check that received food items; supplies and materials are undamaged and then tally them with the order placed

PC6. instruct kitchen helper to unload the supplies and sort them for proper storage

PC7. keep track of the quantities of supplies used on day-to-day basis

PC8. follow stock rotation procedures to avoid wastage of raw materials

PC9. inform proprietor about the inventory status and help in re-ordering of materials

PC10. keep track of the fuel consumptions and report to proprietor to decide about re-ordering

PC11. ensure adequate availability of resources for uninterrupted kitchen operations

PC12. ensure that inventory records of all the items are kept up-to-date for the ease of the monitoring

PC13. follow manufacturers’ guidelines to ensure that kitchen equipment is working at the correct settings

PC14. ensure that cooking fuel does not get wasted because of faulty burners or cooking practices

PC15. ensure that there is no wastage of water, electricity, kitchen provision, supplies and perishable materials in the kitchen

PC16. report any equipment faults or potential wastage to the proprietor for immediate repair

Cook variety of food:-

PC1. direct kitchen helper to do the basic preparatory work like washing; peeling; chopping; cutting of vegetables, grinding spices etc.

PC2. instruct kitchen helper to store semicooked food in containers / in the fridge or freezer

PC3. inform kitchen helper about what all is required at the workstation to prepare variety of food items

PC4. ensure that food preparation areas and equipment are clean, hygienic and ready for use

PC5. select raw items; provisions; supplies and / or semi-cooked food as per food item to be cooked

PC6. cook vegetables by boiling; frying; grilling; microwaving and ensure that they are served at correct temperature

PC7. cook variety of vegetarian and nonvegetarian North Indian, South Indian, Chinese food items

PC8. safely store any cooked vegetables not for immediate use

PC9. clear the area and deal correctly with the equipment used after service

PC10. ensure food is arranged correctly prior to service

PC11. use cooking and finishing techniques that meet the customer’s requirements

PC12. make changes in the food items as per consumer’s requirements

PC13. suggest consumers some changes to enhance their taste

PC14. ensure that all the food orders are delivered to respective consumers within proprietor set time

PC15. ensure that different courses of food are delivered to consumer at set pace and order

PC16. ensure the quality of food items delivered to consumers such as the appropriate temperature, consistency, presentation etc

Communicat e with customer and colleagues:-

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

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

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

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

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

Maintain customercentric service orientation:-

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 without intruding on privacy

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 onenhancingbrand value of company through customer satisfaction

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

Maintain standard of etiquette and hospitable conduct:-

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

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

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

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

PC31. gain customer loyalty

PC32. enhance brand value of company

gender and age sensitive service practices:-

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 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

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 their diverse 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

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

Technical Knowledge:- The user/individual on the job needs to know and understand:

KB1. personal protective equipment should be worn and how it is cared for

 KB2. purpose and usage of protective gears such as gloves , protective goggles, masks, etc. while working

 KB3. how to provide the first aid treatment at workplace KB4. significance of accidental risks to the worker and productivity loss

KB5. reporting procedure or hierarchy for signs of damage and potential hazards KB6. methods to minimize accidental risks

 KB7. safe handling chemicals, acids, etc. for cleaning KB8. material handling procedure

 KB9. standard operating procedure for safety drills and equipment maintenance KB10. precautionary activities to be followed for work place safety

 KB11. optimal operation of tools and electrical equipment

KB12. emergency procedures to be followed in case of an mishap such as fire accidents, etc