sf food skills standards asst outlet manager 2017 · store manager / asst bar manager / asst...

SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR

ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUEY MANAGER /

ASST ROOM SERVICE MANAGER)

Important Points to Note about this Document This document is intended purely to provide general information to enable individuals, employers and training providers to be informed about the skills for career, training and education purposes. SSG provides no warranty whatsoever about the contents of this document, and does not warrant that the courses of action mentioned in this document will secure employment, promotion, or monetary benefits.

Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.0.

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Occupation: Assistant Outlet Manager (Asst Restaurant Manager / Asst Store

Manager / Asst Bar Manager / Asst Banquet Manager / Asst Room Service

Manager)

Occupation Description:

The Assistant Outlet Manager (Assistant Restaurant Manager/Assistant Store

Manager/Assistant Bar Manager/Assistant Banquet Manager/Assistant Room Service

Manager) implements business plans relating to staff control, handles people issues,

performs store-level support functions including customer service, scheduling, day-to-day

operations, cashiering, loss prevention, maintenance and back office support. He/She is

responsible for the recruitment, training and motivation of staff, and assisting the outlets

manager in day-to-day activities of an outlet.

He should be well-groomed with an outgoing and friendly attitude, be able to work well

under pressure in a fast paced environment, and be a great team player who thrives in

working with a multi-cultural team and customers.


ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /



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The skills expected of the Assistant Outlet Manager (Asst Restaurant Manager / Asst Store

Manager / Asst Bar Manager / Asst Banquet Manager / Asst Room Service Manager) are

summarised as below:

Skill Category Skill

Analytical,

Conceptual and

Evaluative

1. Apply Systems Thinking in Problem-Solving and Decision-

Making

Business

Continuity

Management

2. Manage and Implement Business Continuity Plans

3. Manage Crisis Situations

Business

Negotiation

4. Participate in Dispute Resolution

5. Participate in Negotiations

Change

Management 6. Lead Team to Implement Change

Communications 7. Identify and Establish Internal and External Stakeholder

Relationships

Customer

Experience

8. Managing the Customer Experience

9. Maintain Service Quality and Professional Etiquette

Finance 10. Monitor Income and Expenses





3

Food and

Beverage

Production

11. Maintain Halal Certification Requirements

Food and

Beverage Service

12. Provide Quality Control for Service

13. Supervise Bar Service

Information and

Results 14. Analyse Service Quality and Customer Satisfaction

Innovation

15. Contribute to Innovation Process within Own Scope of Work

in the Business Unit

16. Foster Service Innovation

Leadership 17. Lead with Service Vision

People and

Relationship

Management

18. Manage Cross Functional and Culturally Diverse Teams

19. Optimise Workforce for Service Excellence

People

Development

20. Conduct Orientation and Training

21. Conduct Staff Performance Assessment Process

22. Develop and Motivate Team Members through Capability

Development

23. Manage Training





4

Personal

Management and

Development

24. Develop Self to Maintain Professional Competence at

Managerial Level

Planning and

Implementation

25. Administer Purchasing and Receiving Procedures

26. Implement Loss/Risk Prevention

27. Provide Information for Management Decision Making

Project

Management 28. Implement Project Administration Processes

Risk

Management

29. Facilitate Compliance with Legislative and Regulatory

Requirements

Site/Outlet and

Equipment

Management

30. Manage Site/Outlet and Equipment Maintenance

Workplace Safety

and Hygiene 31. Conduct Food and Beverage Hygiene Audit





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Skill Code ES-ACE-501G-1

Skill Category Analytical, Conceptual and

Evaluative

Skill Sub-Category

(where applicable) N/A

Skill Apply Systems Thinking in Problem Solving and Decision Making

Skill Description

This skill describes the ability to apply systems thinking to assess

organisational issues. It also includes formulating and implementing

solutions to address issues typically encountered by one assuming a

managerial role.

Knowledge and

Analysis

The ability to understand:

• Definitions of systems thinking

• Benefits of systems thinking

• Organisation from a systems perspective

• Situations that can affect the achievement of desired goals and

outcomes

• Comparison of the various system thinking tools and their application

• Comparison of the various systems thinking approaches and their

application to problem-solving

• Characteristics and application of the decision-making models

• Limitations of appropriate evaluation process to assess effectiveness of

chosen solutions

• Possible success indicators of chosen solutions

It refers to gathering,

cognitive processing,

integration and

inspection of facts and

information required to

perform the work tasks

and activities.

Application and

Adaptation

It refers to the ability to


and activities required

of the occupation, and

the ability to react to

and manage the

changes at work.

The ability to:

• Analyse issues that affect the achievement of desired goals and

outcomes in the macro context

• Apply systems thinking approaches and processes to identify the root

causes of non-achievement of desired goals and outcomes and the

homeostasis of the organisation

• Develop an implementation plan for the chosen solutions to resolve

issues that affect the achievement of desired goals and outcomes in an

organisation





6

• Assess the effectiveness of the chosen solutions using an appropriate

evaluation process

Innovation and Value

Creation

The ability to:

• Use systems thinking tools to formulate possible solutions to resolve

issues that affect the achievement of desired goals and outcomes

• Select suitable solutions using established criteria to resolve issues that

affect the achievement of desired goals and outcomes

• Recommend corrective actions to improve chosen solutions


generate purposive

ideas to improve work

performance and/or

enhance business

values that are aligned

to organisational goals.

Social Intelligence

and Ethics The ability to:

• Document the process of applying systems thinking in problem-solving

and decision-making according to organisational guidelines and

appropriate methods


use affective factors in

leadership, relationship

and diversity

management guided by

professional codes of

ethics.

Learning to Learn The ability to:

• Engage in self-reflection to view problems from a holistic manner taking

into account overall structures, patterns and cycles


develop and improve

one’s self within and

outside of one’s area of

work.





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Range of Application Definitions of systems thinking must include:

• A way of helping a person to view systems from a holistic perspective

that includes seeing overall structures, patterns and cycles in systems,

rather than seeing only isolated events in the system

• A way to identify the root causes of issues in organisations and to

address them

• A way of understanding that emphasises the relationships among a

system's parts, rather than the parts themselves

Systems thinking approaches and their application to problem-solving must

include:

• Soft Systems Methodology (SSM) which includes:

o Identification of outputs, attributes, criteria, measurements scales

and models

o Search for and generate different alternatives

o Designing interventions to various components

o Confirming system with relevant stakeholders

• Total Systems Intervention (TSI) which includes:

o Creativity phase: Focuses on different aspects of the organisation’s

functioning

o Choice phase: Choosing a set of methodologies to suit particular

characteristics of the organisation’s situation

o Implementation phase: Generating specific proposal for change

• Systems design which includes:

o Forecasting

o Model building and simulation

o Optimisation and control

• Strategic Assumption Surfacing and Testing (SAST) includes:

o Group formation: A large group of people split into various groups

o Assumption surfacing and rating: Groups discuss and list all

assumptions inherent in systems

o Within group dialectic debate:

• Eliminates irrelevant assumptions

• Ensures that assumption is self-evident and significant in

the outcome of the strategy chosen and implemented

o Between groups dialectic debate:

• Extracts agreed assumptions

o Debates on contentious assumptions to achieve agreement

(where applicable)

It refers to the critical

circumstances and

contexts that the skill

may be demonstrated.





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• Final synthesis

• Groups all come together to propose and resolve all

outstanding controversies

• Policy decisions will be made then

o Critical Systems Heuristic (CSH) which includes:

• To identify boundary judgements systematically

• To analyse alternative reference systems for defining a

problem or assessing a solution proposal

• To challenge in a compelling way any claims to knowledge

or rationality or improvement that rely on hidden boundary

judgments or take them for granted

Version Control

Version Date Changes Made Edited by

ES-ACE-501G-1 1-Sep-16 Initial Version WDA





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Skill Code BM-BCM-405E-1

Skill Category Business Continuity

Management

Skill Sub-Category


Skill Manage and Implement Business Continuity Plans

Skill Description

This skill describes the ability to manage and implement business

continuity plans. It includes identifying business continuity team and

roles and responsibilities of members, executing, reviewing and refining

business continuity plans, coordinating crisis response and recovery

activities, managing resource usage, as well as communicating

business continuity plans to employees.

Knowledge and

Analysis



integration and




and activities.


• Own role in implementation of business continuity plans

• Composition of business continuity team

• Types of continuity plans

• Business continuity resources

Application and

Adaptation






and manage the

changes at work.

The ability to:

• Identify business continuity team and relevant roles and

responsibilities in consultation with relevant stakeholders to

ensure organisational preparedness for business continuity

management

• Execute business continuity plans in accordance with recovery

strategies, business continuity strategies and framework to

ensure alignment of activities

• Coordinate the organisation's crisis response and recovery

activities in accordance with business continuity policies to ensure

alignment of activities

• Identify and manage synergies and conflicts in resource

availability and access in consultation with relevant stakeholders

to ensure optimum resource allocation





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• Implement procedures to communicate with and educate

employees on business continuity plans to ensure organisational

awareness


Creation


generate purposive


performance and/or

enhance business



The ability to:

• Review and refine business continuity plans to enhance

organisational effectiveness in business continuity management

Social Intelligence

and Ethics




and diversity



ethics.

The ability to:

• Demonstrate empathy and appreciation of others' views and

issues when working with stakeholders to implement business

continuity plans to maintain positive working relationships

Learning to Learn


develop and improve



work.

The ability to:

• Engage in self-reflection to identify own areas for improvement in

the management and implementation of business continuity plans

• Improve own capability in implementing business continuity plans

by subscribing to diverse learning channels and participating in

review platforms with peers and supervisors to enhance

workplace performance





11

Range of Application

(where applicable)


circumstances and



N/A

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BM-BCM-405E-1 4-Aug-17 Initial Version SSG





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Skill Code BM-BCM-407E-1

Skill Category Business Continuity

Management

Skill Sub-Category


Skill Manage Crisis Situations

Skill Description

This skill describes the ability to execute crisis management plan to

manage crisis situations. It also includes allocating resources, executing

and documenting response and recovery activities and communicating

organisational crisis management key messages to relevant

stakeholders.

Knowledge and

Analysis



integration and


information required

to perform the work

tasks and activities.


• Operational roles and responsibilities of a manager handling a

crisis

• Documentation components for crisis response and recovery

activities

• Communication plan for managing crisis

Application and

Adaptation

It refers to the ability

to perform the work

tasks and activities

required of the

occupation, and the

ability to react to and

manage the changes

at work.

The ability to:

• Allocate resources to manage response-handling in accordance

with crisis management plan

• Identify crisis response and recovery activities for implementation

in accordance with recovery strategies and business continuity

strategies to ensure alignment of activities

• Document crisis response and recovery activities data in

accordance with information format requirements to facilitate

follow-up actions

• Implement 'return-to-normal' procedures in accordance with crisis

management plan to ensure alignment of activities

• Communicate organisational crisis management key messages to

relevant stakeholders to provide updates





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Innovation and

Value Creation


to generate purposive


performance and/or

enhance business

values that are

aligned to

organisational goals.

The ability to:

• Review crisis management process to identify areas for

improvement

Social Intelligence

and Ethics


to use affective

factors in leadership,

relationship and

diversity management

guided by


ethics.

The ability to:

• Manage own emotions to maintain composure and display self-

confidence and resilience when dealing with challenges in a crisis

situation

• Respond appropriately to emotional cues of organisation members

during a crisis situation to manage negative emotional climate and

provide reassurance

Learning to Learn


to develop and

improve one’s self

within and outside of

one’s area of work.

The ability to:

• Augment own knowledge on crisis management by subscribing to

diverse learning channels and discussion platforms to ensure

continuous learning for workplace application

Range of

Application

(where applicable)


circumstances and



N/A





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Skill Code BM-BN-402E-1

Skill Category Business Negotiation

Skill Sub-Category


Skill Participate in Dispute Resolution

Skill Description This skill describes the ability to prepare and participate in dispute

resolution to reach agreeable outcomes.

Knowledge and

Analysis



integration and




and activities.


• Types of disputes

• Evidence to support case

• Communication and conflict resolution techniques

• Relevant precedents

• Relevant legislation and regulations

Application and

Adaptation






and manage the

changes at work.

The ability to:

• Prepare case to gather support for position

• Participate in dispute resolution processes to achieve desired

dispute resolution outcomes

• Reach dispute resolution outcomes to obtain concurrence from

both parties


Creation


generate purposive


performance and/or

enhance business

The ability to:

• Identify opportunities to strive for negotiation outcomes to add

value to the organisation and achieves a win-win outcome for both

parties





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Social Intelligence

and Ethics




and diversity

management guided

by professional codes

of ethics.

The ability to:

• Manage self to maintain composure, self-confidence and

resilience when dealing with challenges in the conflict resolution

process

Learning to Learn


develop and improve



work.

The ability to:

• Engage in self-reflection to identify areas for improvement in

managing dispute resolution process

• Improve own conflict resolution skills by seeking feedback from

peers and supervisors to enhance own capability in managing

conflicts


(where applicable)


circumstances and



Relevant legislation and regulations must include:

• Billing policies

• Organisational human resources policies

• Financial regulations and policies

• Employment Act

• Industrial Relations Act

• Workplace Safety and Health Act

• Employment of Foreign Manpower Act

• International legislation

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Skill Code BM-BN-401E-1

Skill Category Business Negotiation

Skill Sub-Category


Skill Participate in Negotiations

Skill Description

This skill describes the ability to participate in negotiations. It includes

preparing alternatives and outcomes to support negotiation objectives,

applying communication and conflict resolution techniques during

negotiation, taking follow-up actions to close negotiation, as well as

evaluating negotiation outcomes to identify areas of improvement.

Knowledge and

Analysis



integration and




and activities.


• Components of negotiation plans

• Negotiation roles and responsibilities

• Negotiation processes and techniques

• Relevant precedents

• Relevant legislation and regulations

Application and

Adaptation






and manage the

changes at work.

The ability to:

• Plan and prepare alternatives and outcomes for both parties in

negotiations to support negotiation objectives

• Apply communication and conflict resolution techniques to achieve

desired negotiation outcomes

• Finalise negotiation and take necessary follow-up actions to close

negotiation





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Creation


generate purposive


performance and/or

enhance business



The ability to:

• Monitor and evaluate negotiation outcomes against objectives in

accordance with organisational procedures to determine potential

areas of improvement for future negotiations

Social Intelligence

and Ethics




and diversity



ethics.

The ability to:

• Manage self to maintain composure and self-confidence when

conducting negotiations

Learning to Learn


develop and improve



work.

The ability to:

• Study past dispute resolutions to identify best practices that may

be applied to the current negotiation situation


(where applicable)


circumstances and



Relevant legislation and regulations may relate to:

• Billing policies

• Organisational human resources policies

• Financial regulations and policies

• Employment Act

• Industrial Relations Act


• Employment of Foreign Manpower Act

• International legislation





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BM-BN-401E-1 12-Oct-16 Initial Version SSG





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Skill Code LPM-CHG-301C-0

Skill Category Change Management

Skill Sub-Category (where applicable)

N/A

Skill Lead Team to Implement Change

Skill Description

This skill describes the ability to implement change processes within a

team. It also includes identifying opportunities for innovation and

implementing changes to work practices and continuous

improvements to systems and processes.

Knowledge and

Analysis



integration and




and activities.


• Legal and ethical considerations relating to the implementation of

change and continuous improvement

• Organisational policies and procedures relating to the

implementation of change and continuous improvement

• Relevant professional or industry codes of practice and standards

relating to the implementation of change and continuous

improvement

• The relationship between high level strategy and changes

required in the processes and operations of teams

• The relationship between high level strategy and continuous

improvement systems and processes at the team level

• Implications and impact on employees and the organisation

arising from change processes and continuous improvement

systems and processes

• Key concepts and importance of a learning organisation in

relation to organisational change

• Models and methods for managing change

• Theories and principles of change management





21

Application and

Adaptation






and manage the

changes at work.

The ability to:

• Participate in the development of a learning organisation to

support the development of individuals within the team and work

environment

• Support and model enterprising behaviours and risk taking within

the team to drive desired behaviours

• Prepare and communicate plan for implementation of change and

reinforce intended outcomes and benefits to the team to facilitate

change implementation

• Assign roles and responsibilities to implement change strategies

and processes

• Identify systems and behaviours that may support or limit change

processes and work with team members to plan for predictable

consequences of change

• Provide support and resources to support change activities

• Communicate organisational continuous improvement processes

and encourage team members to take responsibility for their

participation


Creation


generate purposive


performance and/or

enhance business



The ability to:

• Analyse workplace performance and processes to identify

opportunities for innovation, improved work practices and better

use of technology

• Monitor performance of teams and individuals to identify

opportunities for further improvement

Social Intelligence

and Ethics




and diversity



ethics.

The ability to:

• Demonstrate empathy by acknowledging and addressing the

feelings and perspectives of team members arising from the

impact of change implementation to ensure individual needs are

addressed





22

Learning to Learn


develop and improve



work.

The ability to:

• Keep abreast of change management systems and processes by

subscribing to diverse learning channels and participating in peer

discussion platforms to enhance own knowledge for workplace

application


(where applicable)


circumstances and



N/A

Version Control


LPM-CHG-301C-0 1-Sep-16 Initial Version WDA





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Skill Code BM-COM-301E-1

Skill Category Communications

Skill Sub-Category


Skill Identify and Establish Internal and External Stakeholder Relationships

Skill Description

This skill describes the ability to establish and maintain internal and

external stakeholder relationships to support organisational objectives.

It also includes identifying stakeholder groups and assessing

relationships between organisation and different stakeholder groups.

Knowledge and

Analysis



integration and




and activities.


• Definition of stakeholders

• Criteria for grouping stakeholders

• Factors to consider when assessing stakeholder relationships

• Communication techniques

• Importance of trust in establishing stakeholder relationships

• Methods of building trust and addressing gaps within relationships

based on strengths and weaknesses

Application and

Adaptation






and manage the

changes at work.

The ability to:

• Identify types of stakeholder groups to determine relevant parties to

engage with

• Assess the relationships between organisation and different

stakeholder groups to support and enhance communication efforts

• Assess stakeholders’ relationships with each other to determine

alignment of goals





24


Creation


generate purposive


performance and/or

enhance business


to organisational

goals.

The ability to:

• Create networking opportunities to enhance relationships with

various stakeholder groups to support organisational objectives

Social Intelligence

and Ethics



leadership,

relationship and

diversity management

guided by professional

codes of ethics.

The ability to:

• Demonstrate social awareness to adapt to the emotional context of

the social exchange to maintain stakeholder relationships

Learning to Learn


develop and improve


outside of one’s area

of work.

The ability to:

• Engage in regular self-reflection to identify ways to improve

stakeholder relationships to support organisational objectives


(where applicable)


circumstances and



N/A





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Skill Code FSS-CEX-5001-1.1

Skill Category Customer

Experience

Skill Sub-Category

(where applicable) Service

Skill Managing the Customer Experience

Skill Description

This skill describes the ability to manage service employees to

achieve the organisation’s goals of service excellence. It also includes

and applying customer service techniques and strategies to build

loyalty and improving service quality and service recovery.

Knowledge and

Analysis



integration and




and activities.


• Importance of integrating marketing with store operations and

human resources for a holistic view of services management

• Differences in the management and marketing of services

and physical goods

• Differences between different service expectations

• Factors of success in the service sector

• Decision-making processes and contact points with

customers, and how they impact the consumer experience

• Importance of adopting market and product selection

strategies and competitive positioning strategies

• Considerations for pricing goods and/or services

• Elements of marketing and communication mixes

• The role of intermediaries in food distribution

• Service delivery processes and blue-prints

• Effects of service environments and processes on customers

• Importance of training and motivating employees in the

service sector

• Importance of assessing customer satisfaction and service

failure

• Importance of and various methods of customer retention

Application and

Adaptation

The ability to:

• Identify differences between business processes and

operations for products and services





27






and manage the

changes at work.

• Identify potential issues that might arise due to the

organisation's unique service offerings and how to address

them

• Strategies service styles to match organisational brand

positioning

• Understand the profiles of customers and adapt service

styles, decision processes, and the points of contacts in the

service process

• Assess impact of marketing strategies on customers

• Discuss and formulate goals and objectives of different

communication strategies

• Propose changes to service designs and blueprints, based on

the nature of the organisation’s business

• Manage implementation of service delivery and identify key

areas for improvements

• Analyse the pricing of services as they relate to demand,

cost, customers, competitors, profits, products, and legal

considerations

• Oversee staff training needs and continuously engage them

• Collect and analyse customers' satisfaction ratings and

complaints and identify key areas for improvements

• Suggest different approaches of retaining customers


Creation


generate purposive


performance and/or

enhance business



The ability to:

• Identify areas of improvement in customer service





28

Social Intelligence

and Ethics




and diversity



ethics.

The ability to:

• Monitoring organisational compliance with food handling

legislative requirements to meet quality standards

• Ensure good rapport with customers and internal

stakeholders

• Develop and maintain relationships by showing trust, respect

and support towards co-workers and/or supervisor in daily

activities to achieve organisational objectives

• Exhibit and ensure that team members demonstrate integrity

and ethical behaviour at the workplace

Learning to Learn


develop and improve



work.

The ability to:

• Identify gaps in learning and select approach to close the

learning gap and improve on quality of task assigned

• Provides feedback to co-worker and/or supervisor in a

considerate and constructive manner

• Keep up to date on industry trends in the food and beverage

sector

• Identify available opportunities to learn from co-worker and/or

supervisor for ownself and suggest opportunities for

subordinates

• Ensure that others understand and apply the brand standards

• Be a role model for subordinates to adopt the brand

standards

• Develop SOPs which ensure consistency in work output

• Monitor others to ensure that consistency is maintained in

their work output


(where applicable)


circumstances and



Food safety and health requirements must include:

• National Environment Agency (NEA) Environmental Public

Health (Food Hygiene) Regulations

• Workplace Safety and Health Regulations under the WSH

Act

• Hazard Analysis and Critical Control Points management

system (HACCP)

• Relevant food regulations under the Agri-Food and Veterinary

Authority of Singapore (AVA) (e.g. Sale of Food Act)





29

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FSS-CEX-5001-1.1 4 August 2017 Initial Version SSG and SPRING

Singapore





30

Skill Code FSS-CEX-5002-1.1

Skill Category Customer

Experience

Skill Sub-Category

(where applicable) Service

Skill Maintain Service Quality and Professional Etiquette

Skill Description

This skill describes the ability to apply the service mindset and

practical concepts on service quality, based on leadership, strategy,

people, process and measurement. It also includes providing

excellent service to customers.

Knowledge and

Analysis



integration and




and activities.


• Current service trends and expectations

• Relevance and importance of service excellence

• Importance of organisational vision when achieving service

excellence

• Impact of service culture in enhancing organisational brand

standards

• Importance of collecting and using customer information

• Factors influencing customer expectations and perceptions of

service

• Importance of the key dimensions of service quality and the

impact on customer experience

• Process of setting service standards

• Importance of tracking performance of service standards

• Importance and principles of professional etiquette

• Barriers to communication

• Standards of communication and procedures

• Importance of "follow-ups" in service delivery

Application and

Adaptation






The ability to:

• Collect and use customer information where permitted and

appropriate

• Use various methods of gathering feedback from customers

• Use staff feedback channels to enhance customer

experiences





31

and manage the

changes at work.

• Apply customer feedback loops as mechanisms for service

improvement

• Review customer expectations and perceptions for service

improvement

• Monitor, review and implement standards for service delivery

• Use gap models for evaluating service quality

• Distinguish and strategise between "hard" and "soft" service

standards

• Implement standards for dressing, communication and

service delivery

• Develop strategies to empower employees to deliver

excellent service, in accordance with organisational

procedures and recipes, food and Workplace Safety and

Health requirements


Creation


generate purposive


performance and/or

enhance business



The ability to:

• Identify areas of improvement in service quality processes

Social Intelligence

and Ethics




and diversity



ethics.

The ability to:

• Monitor organisational compliance with food handling



stakeholders











32


develop and improve



work.



• Provide feedback to co-worker and/or supervisor in a



sector



subordinates



standards



their work output


(where applicable)


circumstances and







Act


system (HACCP)



Version Control


FSS-CEX-5002-1.1 4 August 2017 Initial Version SSG and SPRING

Singapore





33

Skill Code FSS-FIN-6001-1.1

Skill Category Finance

Skill Sub-Category


Skill Monitor Income and Expenses

Skill Description

This skill describes the ability to establish and monitor control systems

for income and expenses, administer petty cash and review financial

records.

Knowledge and

Analysis



integration and




and activities.


• Types of control system for income and expenses and

procedures to establish them

• Methods to assess effectiveness of control systems for

income and expenses

• Types and characteristics of costs

• Cost control measures

• Systems to monitor, record and report income and expenses

• Differences in recorded and actual incomes and expenses

• Petty cash systems and management

• Types, functions and methods to analyse financial records

Application and

Adaptation






and manage the

changes at work.

The ability to:

• Assess the effectiveness of established control systems for

income and expenses,

• Monitor income and expenses

• Manage petty cash

• Ensure completeness and accuracy of financial records in

accordance with organisational procedures.


Creation


generate purposive

The ability to:

• Analyse potential key areas (technical and/or business

related) for process improvement and/or value creation to the





34


performance and/or

enhance business



organisation and suggest ways to adapt existing techniques

drawing from personal experiences and feedback

• Generate ideas to create new products

• Propose amendments to control systems

Social Intelligence

and Ethics




and diversity



ethics.

The ability to:

• Aligning organisational compliance procedures and policies

with food handling legislative requirements to meet quality

standards

• Generate ideas to build and develop relationships with new

and/or existing customers and internal and external

stakeholders

• Act as a role model and inspire team by showing trust,

respect and support towards co-workers and/or supervisor in

daily activities to achieve organisational objectives

• Deal with ethical and/or professional issues and make

judgement in accordance to organisation's current practice

and/or guidelines

Learning to Learn


develop and improve



work.

The ability to:

• Apply cognitive skills and/ or past experience to generate

technical or business solutions in unfamiliar areas

• Coach others to overcome constraints at work

• Constantly update learning in relevant work area to adapt to

changing environment

• Attempt to apply learnings from other areas of work

• Be a brand ambassador and “live” the brand

• Provide recommendations on changes to brand standards to

align with the evolving needs of the business and external

environment

• Ensure that there are standard procedures in place and

consistency in work output is maintained





35


(where applicable)


circumstances and







Act


system (HACCP)



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Skill Code FSS-FBP-4004-1.1

Skill Category Food and Beverage

Production

Skill Sub-Category


Skill Maintain Halal Certification Requirements

Skill Description

This skill describes the ability to maintain halal certification

requirements. It also includes being aware of basic concepts of halal

food, complying with halal food production guidelines, being aware of

the role of a halal liaison officer and being aware of legislation and

halal certification programmes.

Knowledge and

Analysis



integration and




and activities.


• Basic concepts of halal and its importance to Islamic religious

beliefs

• Halal food guidelines

• Possibilities for cross-contamination to occur during food

production activities

• Sources of food additives and its importance to achieving

halal requirements

• Key aspects and procedures of halal legislation and

certification programmes

• Roles and qualifications of halal liaison officers

• Importance of having a monitoring system for halal

requirements

• Best practices of halal food production and/or preparation

Application and

Adaptation






and manage the

changes at work.

The ability to:

• Identify products that are halal

• Read food labels to verify halal certification

• Maintain halal certifications

• Work with halal liaison officers

• Familiarise self with all necessary processes, applications

and requirements for halal certification programmes





37

• Check for possibilities of cross-contamination in accordance

with organisational procedures and recipes, food and

Workplace Safety and Health requirements


Creation


generate purposive


performance and/or

enhance business



The ability to:

• Identify areas of improvement in production processes

Social Intelligence

and Ethics




and diversity



ethics.

The ability to:

• Monitoring organisational compliance with food handling



stakeholders






Learning to Learn


develop and improve



work.

The ability to:






sector



subordinates



standards





38



their work output


(where applicable)


circumstances and







Act


system (HACCP)



Maintaining halal certification requirements must include:

• Being aware of basic concepts of halal food

• Complying with halal food production guidelines

• Being aware of role of halal liaison officers

• Being aware of legislation and halal certification programmes

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Skill Code FSS-FBS-3006-1.1


Service

Skill Sub-Category


Skill Provide Quality Control for Service

Skill Description

This skill describes the ability to provide quality control for service. It

also includes supervising opening of shifts, monitoring customer

service, handling customer complaints, handling problem payments

and supervising handovers and closing of shifts.

Knowledge and

Analysis



integration and




and activities.


• Product knowledge, including menu items, ingredients and

preparation techniques

• Quality standards and methods to maintain quality of par

stock (e.g. linens)

• Service standards in the organisation

• Strategies and conditions to apply different service styles

(plate, platter, family, take-away, etc.)

• Importance of performing table maintenance and meeting

customers’ needs throughout meal

• Common reasons for customers’ dissatisfaction and how to

handle them

• Importance of properly resolving customer complaints, to

preserve brand image

• Appropriate authorities for resolving issues and complaints

• Functions of point of sales systems

• Documentation required for opening and closing shifts

• Staff job descriptions and levels of authority

• Methods to brief, coach and mentor staff

Application and

Adaptation





The ability to:

• Monitor customer service

• Handle customer complaints

• Handle payments and related issues





40


and manage the

changes at work.

• Supervise opening and closing shifts and ensure completion

of relevant documentation

• Coach and mentor staff appropriately on service, safety,

grooming and attire, in accordance with organisational

procedures and Workplace Safety and Health requirements


Creation


generate purposive


performance and/or

enhance business



The ability to:

• Identify areas of improvement in quality control processes

Social Intelligence

and Ethics




and diversity



ethics.

The ability to:




stakeholders






Learning to Learn


develop and improve



work.

The ability to:






sector



subordinates






41


standards



their work output


(where applicable)


circumstances and







Act


system (HACCP)



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Skill Code FSS-FBS-4004-1.1


Service

Skill Sub-Category

(where applicable) Beverage

Skill Supervise Bar Service

Skill Description This skill describes the ability preparie for operations, supervise

service delivery and maintaining work areas at the bar.

Knowledge and

Analysis



integration and




and activities.


• Types and uses of tools and equipment in a bar

• Job descriptions, levels of authority and duties required at the

end of shift, in terms of operations

• Bar product knowledge

• Bar order processing

• Staff grooming and attire, and cleanliness of bar

• Types and methods to complete documentation related to bar

services

• Appropriate storage conditions for food and beverages

• Par stock quality, quantity levels and methods of

maintainance

• Methods to secure inventory

• Coaching, mentoring and leadership skills

• Selling techniques

• Bill issuance and verification

• Cost analysis methods

• Importance of having a 'hospitality first' mindset

• Various techniques and procedures to handle incidents and

customers' complaints for different situations

Application and

Adaptation





The ability to:

• Supervise and conduct spot checks on beverage

preparations and order delivery

• Monitor bar counters, bar inventory and requisitions





43


and manage the

changes at work.

• Complete opening and ending shift duties and the

documentation required

• Engage and communicate with staff

• Train, coach and mentor staff on product and service

knowledge

• Handle and resolve customers complaints, in accordance

with organisational procedures and recipes, food and

Workplace Safety and Health requirements


Creation


generate purposive


performance and/or

enhance business



The ability to:

• Identify areas of improvement in processes

Social Intelligence

and Ethics




and diversity



ethics.

The ability to:




stakeholders






Learning to Learn


develop and improve



work.

The ability to:



• Provide feedback to co-worker and/or supervisor in a



sector





44



subordinates



standards



their work output


(where applicable)


circumstances and







Act


system (HACCP)



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Skill Code SVCF-IR-401C-1

Skill Category Information and Results

Skill Sub-Category


Skill Analyse Service Quality and Customer Satisfaction

Skill Description

This skill describes the ability to analyse customer data to improve the

organisation’s level of service quality and customer satisfaction. It also

includes analysing service quality and customer satisfaction results and

implementing improvement plans to close gaps.

Knowledge and

Analysis



integration and




and activities.


• Components of service quality and customer satisfaction framework

• Sources of service quality and customer satisfaction data

• Types of service performance gaps

• Methods to analyse service quality and customer satisfaction data

• Methods for communicating findings and results to relevant

stakeholders

• Methods to close service performance gaps

Application and

Adaptation






and manage the

changes at work.

The ability to:

• Analyse service challenges to ascertain patterns that may impact

service quality and customer satisfaction

• Analyse service quality and customer satisfaction data against

organisation benchmarks and industry standards to ascertain service

performance gaps

• Implement improvement plans to close service performance gaps





46


Creation


generate purposive


performance and/or

enhance business



The ability to:

• Review customer data from multiple sources to identify root causes of

service performance gaps and areas for service enhancements

• Conduct process or job re-design to enhance the effectiveness and

efficiency of service delivery

Social Intelligence

and Ethics




and diversity



ethics.

The ability to:

• Communicate findings and results to relevant stakeholders

• Seek management’s endorsement on plans to improve service quality

and customer satisfaction

Learning to Learn


develop and improve



work.

The ability to:

• Build staff’s capability to deliver service in accordance with

organisation’s service standards through a diverse range of formal and

informal learning platforms

• Engage in industry networks and platforms that will enhance own

understanding and analysis of customer satisfaction





47


(where applicable)


circumstances and



Service quality measurements must include:

• Service response time

• Customer retention rate, volume of repeat orders

• Service recovery rate and turnaround time

• Mystery audits

SERVQUAL dimensions that should include:

• Tangibles

• Reliability

• Responsiveness

• Assurance

• Empathy

Customer satisfaction measurements must include:

• Customer satisfaction levels – number and/or frequency of customer

complaints and/or compliments, intensity (subjective) of customer

complaints

• Customer equity

• Customer assets

• Perceived quality

• Perceived reliability

• Extent of customer needs fulfilled

A service quality and customer satisfaction framework must include:

• Service quality and customer satisfaction measurements

• Data collection methods

• Benchmarks to assess service quality and customer satisfaction

through methods such as:

o Internal benchmarking: comparing one function with that of another

function

o Competitive benchmarking: comparing with competitors who are

considered best in class or world class

o Functional benchmarking: comparing processes to companies with

similar processes (could be outside the organisation’s industry)

o Generic benchmarking: finding organisations with “best in class” (or

“world class” if applicable) processes from which lessons could be

learned and translated into the organisation

Frequency of monitoring service quality and customer satisfaction such as:

• Monthly





48

• Quarterly

• Half yearly

• Yearly

Source of service quality data must include:

• Mystery audits

• Customer relationship management systems

Sources of customer satisfaction data must include indices such as the

CSISG (Customer Satisfaction Index of Singapore).

Service performance gaps must include:

• Gaps in customer expectations and actual product or service delivered

• Gaps in expected service and actual service delivered

• Customer service delivery deficiencies at particular organisation sites

or within particular groups

Types of service performance gaps must include:

• Quality gaps

• Productivity gaps

• Delivery gaps

• Differences between customer expectations and perceptions of service

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Skill Code BM-IM-301E-1

Skill Category Innovation

Skill Sub-Category


Skill Contribute to Innovation Process within own Scope of Work in the

Business Unit

Skill Description

This skills describes the ability to identify opportunities for innovation

and improved work practices within own scope of work. It also includes

collaborating with stakeholders, pilot testing of ideas and supporting

implementation of innovation initiatives.

Knowledge and

Analysis



integration and




and activities.


• Broad concepts of innovation

• Steps in innovation process

• Behaviours that support innovation

• Individual role in contributing to innovation culture

Application and

Adaptation






and manage the

changes at work.

The ability to:

• Present ideas to relevant stakeholders for feedback to improve

ideas and develop possible variations

• Assist in pilot testing and prototyping to determine effectiveness of

innovation initiatives within a business unit

• Support implementation of innovation initiatives in a business unit

in accordance with innovation strategies to meet organisational

requirements


Creation


generate purposive


The ability to:

• Analyse work systems and processes to identify opportunities for

innovation and improved work practices within own scope of work





50

performance and/or

enhance business



Social Intelligence

and Ethics




and diversity

management guided


of ethics.

The ability to:

• Demonstrate empathy and appreciation of others' views and

issues when working on innovation initiatives to maintain positive

working relationships

Learning to Learn


develop and improve



work.

The ability to:

• Collaborate with others to identify, discuss and develop effective

ways of working


(where applicable)


circumstances and



N/A





51

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Skill Code SVCF-SI-401C-1

Skill Category Innovation

Skill Sub-Category


Skill Foster Service Innovation

Skill Description

This skill describes the ability to promote and foster a service innovation

culture in the organisation. It also includes leading a team to generate

service innovation ideas, facilitating its implementation and evaluating the

success of implemented service innovation ideas.

Knowledge and

Analysis



integration and




and activities.


• Methods to promote the service innovation culture

• Organisational work practices and procedures that support service

innovation

• Characteristics of a leader

• Resources required for implementation of service innovation ideas

• Methods to evaluate the success of implemented service innovation

ideas

Application and

Adaptation






and manage the

changes at work.

The ability to:

• Promote a service innovation culture within the organisation

• Identify resources required for implementation of service innovation

ideas

• Develop a business case for service innovation ideas generated

• Oversee the implementation of service innovation ideas





53


Creation


generate purposive


performance and/or

enhance business



The ability to:

• Lead team in generating service innovation ideas which are in line with

the organisation’s evaluation criteria

• Evaluate success of implemented service innovation ideas to ascertain

its effectiveness

Social Intelligence

and Ethics




and diversity



ethics.

The ability to:

• Seek management’s endorsement on business case to implement

service innovation ideas

Learning to Learn


develop and improve



work.

The ability to:

• Review past service innovation ideas from organisation’s database to

lead the team in generating new ideas


(where applicable)


circumstances and



Methods to promote the service innovation culture must include:

• Encouraging a service innovation mind-set amongst staff

• Communicating importance and need for service innovation

• Establishing working conditions that encourage the application of service

innovation

• Promoting the benefits of service innovation which includes:

o Winning new customers

o Customer retention

o Greater customer satisfaction

o Strengthening the service culture of the organisation

o Improving efficiency





54

o Improved business results from implemented service innovation

ideas

Resources required for implementation of service innovation ideas must

include:

• Machinery or infrastructure required to implement phases of

development, testing and launching

• Types of patents and IP rights

• IT solutions

• Manpower

• Budget

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Skill Code SVCF-LS-401C-1

Skill Category Leadership

Skill Sub-Category


Skill Lead with Service Vision

Skill Description

This skill describes the ability to lead a team to deliver service

excellence that is in line with the organisation’s customer-focused

strategy. It includes promoting a customer-centric environment and

analysing the team’s performance to identify areas of improvement.

Knowledge and

Analysis



integration and




and activities.


• Characteristics of a leader

• Roles and responsibilities of a leader in operationalizing the

organisation’s vision, mission and values

• Methods to operationalise the organisation’s vision, mission and

values within the team

• Techniques to promote a customer centric environment

• Methods to influence service team to achieve service excellence

• Methods to analyse the performance of team

Application and

Adaptation






and manage the

changes at work.

The ability to:

• Promote a customer-centric environment to influence team to

achieve service excellence





56


Creation


generate purposive


performance and/or

enhance business



The ability to:

• Analyse performance of team to identify follow-up actions for

improvement

Social Intelligence

and Ethics




and diversity



ethics.

N/A

Learning to Learn


develop and improve



work.

The ability to:

• Engage in self-reflection to review one’s effectiveness as a leader

in operationalising the organisation’s vision, mission and values


(where applicable)


circumstances and



Methods to operationalise the organisation’s vision, mission and

values includes:

• Translating the organisation’s vision, mission and values into an

agreed set of behaviours aligning performance standards of the

team to the organisation’s vision, mission and service standards

• integrating the behavioural and performance expectations of the

team in the performance review of team members adhering to

organisation’s operational guidelines which may include:

o Standard operating procedures

o Policies

o Processes





57

o Service blueprints

• Using service design tools to translate the organisation’s vision,

mission and values into the desired customer experience

A customer-centric environment is one where there is strong desire for

the team to provide value-added, positive customer experiences that

lead to sustained competitive advantage in both the short-term and

long-term for organisational success.

Characteristics of an influencing leader includes:

• Managing change and ambiguity with confidence

• Initiating collaboration amongst teams

• Providing feedback on areas of improvement

• Respecting diversity amongst the team

• Keeping abreast of new developments that are relevant to the

role

• Showing pride in the organisation, its products or services

• Making efficient and effective use of all available resources

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Skill Code ES-IP-501G-1

Skill Category People and Relationship

Management

Skill Sub-Category


Skill Manage Cross Functional and Culturally Diverse Teams

Skill Description

This skill describes the ability to manage workplace diversity and manage a

diverse work team to achieve an organisation’s goals. It also includes

creating a positive work environment for diverse teams and establishing

effective communication systems and strategies in communication and

conflict resolution.

Knowledge and

Analysis


• Types of diversity markers and their implications in a work team

• Characteristics of major cultural dimensions

• Common cultural diversity issues at the workplace

• Team management strategies

• Designing common goals and objectives

• Maximizing team effectiveness and synergy

• Ways in which diversity issues affect interpersonal relationships

• Components of a communication system to facilitate communication

among members of a diverse work team

• Application of social competence in the context of diversity

• Impact of cultural taboos on the effectiveness of a diverse work team

• Strategies to convey negative news or performance to members of

diverse cultures



integration and




and activities.

Application and

Adaptation





The ability to:

• Examine the differences among the background of members in a

diverse work team and their implications on maximizing team

effectiveness and synergy to achieve common goals and objectives





59


and manage the

changes at work.

• Establish a system to facilitate communication among members within a

diverse work team by applying effective communication techniques and

social competence


Creation The ability to:

• Assess diversity issues that have implications on a work team working

towards common goals and objectives It refers to the ability to

generate purposive


performance and/or

enhance business



Social Intelligence

and Ethics The ability to:

• Align diverse work teams towards common goals and objectives

• Establish a positive work culture in a diverse work team

• Moderate diverse perspectives and opinions across team members

from different disciplines and cultures




and diversity



ethics.


• Appreciate and empathise with the diverse needs, thoughts and

feelings of team members in achieving desired outcomes


develop and improve



work.





60


(where applicable)


circumstances and



N/A

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Skill Code SVCF-PP-401C-1

Skill Category

People and

Relationship

Management

Skill Sub-Category


Skill Optimise Workforce for Service Excellence

Skill Description

This skill describes the ability to develop a manpower resource plan and

optimise the use of the workforce in a service environment through the

use of job-re-design. This includes evaluating the team’s performance

and communicating manpower plans and changes to the team.

Knowledge and

Analysis



integration and




and activities.


• Components of manpower resource plan

• Methods to forecast manpower needs requirements

• Criteria to evaluate team performance

• Steps in conducting job re-design

• Methods of communicating manpower plans and changes

Application and

Adaptation






and manage the

changes at work.

The ability to:

• Forecast manpower required to meet service operations plan

• Establish criteria to evaluate team’s performance

• Monitor team’s performance to ascertain the effectiveness of job

re-design





62


Creation


generate purposive


performance and/or

enhance business



The ability to:

• Gather feedback to evaluate team’s performance and areas of

improvement for team’s performance

• Optimise productivity and employee motivation through job re-

design

Social Intelligence

and Ethics




and diversity



ethics.

The ability to:

• Communicate manpower plans and changes to team

• Solicit feedback from team on job re-design

Learning to Learn


develop and improve



work.

The ability to:

• Keep abreast of new methods of working by studying best

practices to ascertain its suitability for implementation with a view

to enhancing productivity


(where applicable)


circumstances and



A manpower resource plan sets out the manpower required for the

organisation to successfully execute its service operations plan.

Forecasting manpower need to meet service operations plan includes

identifying:

• Job roles and responsibilities

• Organisational service standards, which may include:

o Customer satisfaction

o Customer complaint volume

o Waiting time

o Service recovery rate





63

o Service turnaround time

o Order processing time

o Order-to-receipt cycle

• Training needs to equip team with the required skills and

competencies to carry out the job roles

A service operations plan may be defined as a roadmap for an

organisation that charts out the key organisational functions and

resources which are required in order to meet, or exceed, the

expectations of customers.

Criteria to evaluate performance include:

• Service standards

• Major accomplishments

• Personal strengths and weaknesses

• Review performance objectives

• Long-term career goals within the organisation

• Job performance improvements

• Attitude towards colleagues, customers and job responsibilities

• Dependability

• Quality of work

• Team involvement

• Customer service

Job re-design refers to the restructuring of the tasks, roles and

responsibilities of a specific job to enhance productivity and employee

motivation.

Conducting job re-design must include:

• Analysing the current tasks, roles and responsibilities assigned to

the job and the job competencies required

• Identifying ways to enhance the productivity of the job. Examples

include:

o Re-allocating tasks and duties within the team

o Identifying new responsibilities

o Re-designing processes which may result in a change

in the tasks required to perform the job

o Tapping on technology





64

• Identifying the competencies and profile required to perform the

enhanced job role and the strategies to close the gap between

the current and re-designed job role. Examples include:

o Training and re-skilling

o Hiring new staff with the requisite competencies and

profile

Communicating manpower plans and changes to team must include:

• Conducting team meetings to share the changes in job scope

• Explaining the rationale behind manpower changes

• Reinforcing how manpower changes will help the organisation

achieve service excellence

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Skill Code FSS-PDV-5001-1.1

Skill Category People Development

Skill Sub-Category


Skill Conduct Orientation and Training

Skill Description This skill describes the ability to conduct orientations, plan training

sessions, conduct and evaluate trainings.

Knowledge and

Analysis



integration and




and activities.


• Purpose of orientation and training sessions

• Orientation and training checklists

• Impact of successful orientation and/or training on business

operations

• Techniques and importance of gathering feedback from

participants

• Concept of adult learning principles and individual learning

styles

• Techniques for delivering training material

• Importance of using demonstrations to enhance learning

• Purpose and importance of performance evaluations

• Different forms of evaluation

Application and

Adaptation






and manage the

changes at work.

The ability to:

• Create orientation and training plans, after determining needs

and objectives

• Conduct orientation and on-the-job trainings and create

positive learning environments

• Adapt orientation and/or training to meet learning styles

• Seek feedback from participants

• Assess the impact of training towards change in actual

performance

• Adjust training and orientation plans in accordance with

organisational procedures and recipes, food and Workplace

Safety and Health requirements





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Creation


generate purposive


performance and/or

enhance business



The ability to:

• Identify areas of improvement in processes

Social Intelligence

and Ethics




and diversity



ethics.

The ability to:



• Establish good rapport with customers and internal

stakeholders


and support towards co-workers and/or supervisors in daily


• Exhibit integrity and ethical behaviour at the workplace

Learning to Learn


develop and improve



work.

The ability to:

• Identify gaps in learning and select approaches to close the

learning gaps and improve on quality of tasks assigned

• Provide feedback to co-workers and/or supervisors in a


• Keep up-to-date on industry trends in the food and beverage

sector

• Identify available opportunities to learn from co-workers

and/or supervisors for self



standards



their work output





67


(where applicable)


circumstances and







Act


system (HACCP)



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Skill Sub-Category

(where applicable)

Skill Conduct Staff Performance Assessment Process

Skill Description

This skill describes the ability to prepare and conduct performance

appraisals, develop personal development plans and manage

performance outcomes.

Knowledge and

Analysis



integration and




and activities.


• Procedures for reviewing staff performance against staff development plans and performance evidences

• Guidelines for communicating performance review results with staff

• Analyses of feedback from relevant stakeholders

• Performance gaps and the advantages of addressing them

• Significance of proposing improvements to performance

• Usage and review of performance appraisal tools

• Compliance with code of ethics when conducting staff performance appraisals

• Guidelines for, and importance of, setting goals and milestones for career development

• Ways to reward staff effectively

• Guidelines for corrective actions against poor performing staff

Application and

Adaptation






and manage the

changes at work.

The ability to:

• Review staff performance criteria against performance evidences, in accordance with organisational guidelines

• Analyse feedback gathered to determine if relevant performance criteria are met and make assessment decisions in accordance with organisational guidelines

• Use performance appraisal tools to conduct performance appraisals, in accordance with organisational guidelines

• Link staff performance to staff development plans, in accordance with organisational guidelines

• Communicate performance achievements and gaps to staff, in accordance with organisational guidelines

• Develop personal development plans to set goals and milestones for career development, in accordance with organisational guidelines





69

• Manage performance outcomes to provide rewards, take corrective actions against poor performance or address performance gaps, in accordance with organisational guidelines


Creation


generate purposive


performance and/or

enhance business



The ability to:

• Propose improvements to identified performance gaps, in accordance with organisational guidelines

• Provide feedback to encourage staff development, in accordance with organisational guidelines

Social Intelligence

and Ethics




and diversity



ethics.

The ability to:

• Comply with code of ethics when conducting staff performance appraisals and assessment decisions, in accordance with organisational guidelines

Learning to Learn


develop and improve



work.

The ability to:

• Engage in self-reflection to review effectiveness of processes for conducting staff performance assessment

• Update own learning in staff performance assessment processes by subscribing to diverse learning channels and gathering feedback from relevant stakeholders


(where applicable)


circumstances and



N/A





70

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71

Skill Code LPM-DEV-301C-0

Skill Category People Management

Skill Sub-Category


Skill Develop and Motivate Team Members through Capability Development

Skill Description

This skill describes the ability to identify and address skill development

needs of team members to enhance team capability. It also includes

motivating team members’ independence on capability development.

Knowledge and

Analysis



integration and




and activities.


• Legal and ethical considerations relating to the identification of

individual capability development requirements

• Organisational policies and procedures relating to employee

capability development

• Relevant professional or industry codes of practice and standards

relating to management of capability development as a team leader

• Communication channels relevant for disseminating information

regarding capability development

• Market trends and developments on new and emerging skill

requirements, and learning and development

Application and

Adaptation






and manage the

changes at work.

The ability to:

• Review team and organisational business plans to identify new and

emerging skill requirements

• Communicate expectations of team performance and work with

team members to identify current and future skill requirements

• Translate team members’ skill requirements into learning and

development plans to facilitate training and development

implementation

• Identify learning and development opportunities to support the

development of team member skills

• Encourage and support team members to identify, develop and

share their skills and experiences to improve their capabilities and

performance and enhance team effectiveness





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Creation


generate purposive


performance and/or

enhance business



The ability to:

• Review effectiveness of the team’s capability development

approach to identify areas for improvement

Social Intelligence

and Ethics




and diversity

management guided


of ethics.

The ability to:

• Demonstrate empathy by understanding performance lapse of

team members and encouraging them to learn from mistakes to

improve future performance

Learning to Learn


develop and improve



work.

The ability to:

• Engage in regular self-reflection to identify own areas for

improvement in motivating team learning

• Improve own ability to motivate team learning by subscribing to

diverse learning channels and participating in peer discussion

platforms to enhance workplace performance


(where applicable)


circumstances and



N/A





73

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Skill Sub-Category


Skill Manage Training

Skill Description

This skill describes the ability to manage training. It also includes

conducting training needs assessments, developing training plans,

implementing training plans and evaluating training effectiveness.

Knowledge and

Analysis



integration and




and activities.


• Importance of training-needs assessments prior to

developing training plans

• Different objectives of training

• Adult learning principles and individual learning styles

• Methods to measure training effectiveness

• Five levels of evaluation and relevant tools

• Importance of short-term and long-term evaluation of

trainings

• Various training delivery options along with their advantages

and disadvantages

• Training facilitation and coaching techniques

• Strategies for meeting training objectives

Application and

Adaptation






and manage the

changes at work.

The ability to:

• Conduct training needs analysis to identify skills, knowledge

and attitudes required for business

• Develop training plans for relevant departments and create

learning and development visions

• Analyse and select appropriate training strategies

• Source and coordinate resources to implement training

• Capture and track training evaluation results

• Coach others to develop their facilitation skills

• Assess skills, knowledge and attitude of trainees





75


Creation


generate purposive


performance and/or

enhance business



N/A

Social Intelligence

and Ethics




and diversity



ethics.

The ability to:



standards



stakeholders






and/or guidelines

Learning to Learn


develop and improve



work.

The ability to:










environment







76


(where applicable)


circumstances and



N/A

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77

Skill Code LPM-PER-401C-0

Skill Category Leadership

Skill Sub-Category (where applicable)

N/A

Skill Develop Self to Maintain Professional Competence at Managerial Level

Skill Description

This skill describes the ability to communicate effectively and influence

decision making as a manager of team leaders. It also includes

demonstrating commitment to self- development.

Knowledge and

Analysis



integration and




and activities.


• Legal and ethical considerations relating to organisational

communication and decision making

• Organisational policies and procedures relating to organisational

communication and development of professional competence

• The relationship between high level strategy and the

development and implementation of business plans and

processes at department level

• Types of decision making models, methods and techniques

• Implications and impact of communication processes on

stakeholders

• Implications and impact of own leadership style and capability

on employees and the organisation

Application and

Adaptation






and manage the

changes at work.

The ability to:

• Use appropriate methods of communication to delegate

responsibilities and duties to team leaders

• Seek feedback from team leaders to enhance team cohesion

and ensure common understanding of goals and requirements

• Model effective communication techniques and behaviours to

demonstrate organisational values and ethics

• Contribute to the development of implementation plans to

support strategic priorities and facilitate decision making

process to garner support for the implementation plans





78


Creation


generate purposive


performance and/or

enhance business



The ability to:

• Address barriers to communication to improve collaboration and

effectiveness when working with team leaders

Social Intelligence

and Ethics




and diversity



ethics.

The ability to:

• Influence team leaders to pursue actions to support the

achievement of the organisation’s strategic priorities

• Recognise own emotional states, their causes and effects on

one's communication with others to maintain positive

interpersonal relationships

Learning to Learn


develop and improve



work.

The ability to:

• Identify areas for improvement and training to maintain currency

of knowledge and skills through self-assessment and evaluation

on current and future requirements of own work role


(where applicable)


circumstances and



N/A





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Skill Code FSS-PNI-5001-1.1

Skill Category Planning and

Implementation

Skill Sub-Category


Skill Administer Purchasing and Receiving Procedures

Skill Description

This skill describes the ability to administer purchasing and receiving

procedures. It also includes implementing purchasing and receiving

procedures.

Knowledge and

Analysis



integration and




and activities.


• Food management process flows and the inter-dependence

of steps

• Key processes in purchasing and receiving activities

• Considerations when planning purchasing activities

• Purpose and importance of establishing standard purchasing

and receiving procedures and guidelines

• Methods to develop purchasing specifications

• Methods and factors to consider when sourcing and

appointing new vendors

• Methods to develop supplier management systems

• Importance of maintaining good relationships with vendors

• Purchasing documentations, their functions and importance

of maintaining them

Application and

Adaptation






and manage the

changes at work.

The ability to:

• Develop purchasing and receiving plans

• Establish purchasing specifications, procedures and

guidelines

• Evaluate purchasing procedures and guidelines periodically

• Assess product quality based on purchasing specifications

and procedures

• Source, appoint and manage vendors

• Create systems for supplier management

• Complete and maintain required procurement documentation,

in accordance with organisational procedures





81


Creation


generate purposive


performance and/or

enhance business



The ability to:

• Analyse potential key areas (technical and/or business

related) for process improvement and/or value creation to the

organisation and suggest ways to adapt existing techniques

drawing from personal experiences and feedback

Social Intelligence

and Ethics




and diversity



ethics.

The ability to:



standards



stakeholders






and/or guidelines

Learning to Learn


develop and improve



work.

The ability to:










environment







82


(where applicable)


circumstances and



N/A

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Skill Code HAS-PNI-4002-1.1


Implementation

Skill Sub-Category


Skill Implement Loss/Risk Prevention

Skill Description

This skill describes the ability to plan, implement and comply with

loss/risk prevention policies and procedures. It also includes

reviewing the effectiveness of loss/risk prevention policies and

procedures.

Knowledge and

Analysis



integration and




and activities.


• Loss/risk preventive policies and procedures

• National Environment Authority (NEA) regulations and

guidelines

• Guidelines for receiving and storing products

• Empowerment in delegation of responsibilities for loss/risk

prevention

Application and

Adaptation






and manage the

changes at work.

The ability to:

• Plan loss/risk preventive policies and procedures

• Implement loss/risk preventive policies and procedures

• Comply with loss/risk preventive policies and procedures

• Review effectiveness of loss/risk preventive policies and

procedures





84


Creation


generate purposive


performance and/or

enhance business



N/A

Social Intelligence

and Ethics




and diversity



ethics.

N/A

Learning to Learn


develop and improve



work.

The ability to:

• Reflect on implementation of alternative measures for

loss/risk prevention


(where applicable)


circumstances and



N/A





85

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Skill Code BM-SPI-401E-1


Implementation

Skill Sub-Category


Skill Provide Information for Management Decision Making

Skill Description

This skill describes the ability to provide information to management to

facilitate decision-making. It also includes identifying and analysing

information, updating management on issues requiring decision-

making and making recommendations to facilitate decision-making.

Knowledge and

Analysis



integration and




and activities.


• Types of management decisions

• Sources of information

• Relevant stakeholders affected by management decisions

Application and

Adaptation






and manage the

changes at work.

The ability to:

• Identify information needed for management decision-making to

facilitate decision-making process

• Find and analyse necessary information to seek management

inputs

• Determine relevant measures to monitor outcomes of

management decisions

• Update and inform management on business issues that require

management decisions to seek management’s direction





87


Creation


generate purposive


performance and/or

enhance business



The ability to:

• Substantiate and make recommendations on business issues to

management to facilitate decision-making

Social Intelligence

and Ethics




and diversity



ethics.

The ability to:

• Acknowledge management's views and focus to influence

management in their decision making to attain the intended

objective

Learning to Learn


develop and improve



work.

The ability to:

• Improve own capability in information gathering and analysis by

subscribing to diverse learning channels to enhance workplace

performance


(where applicable)


circumstances and



N/A





88

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89

Skill Code BM-PM-307E-1

Skill Category Project Management

Skill Sub-Category


Skill Implement Project Administration Processes

Skill Description

This skill describes the ability to implement project administration

processes. It includes planning and coordinating project administration,

coordinating project closure and documentation, as well as providing

inputs to refine project administration policies and procedures to ensure

process effectiveness.

Knowledge and

Analysis



integration and




and activities.


• Project administration templates

• Maintenance of project information

• Relevant stakeholders

Application and

Adaptation






and manage the

changes at work.

The ability to:

• Plan project administration to ensure smooth project

implementation

• Coordinate project administration in accordance with project

administration policies and procedures to ensure smooth project

implementation

• Coordinate project closure to ensure proper archive of project

documentation





90


Creation


generate purposive


performance and/or

enhance business



The ability to:

• Provide inputs on areas of improvement for the project

administration policies and procedures to ensure effectiveness of

project administration processes

Social Intelligence

and Ethics




and diversity



ethics.

The ability to:

• Demonstrate empathy and appreciation of others’ views and

issues when implementing project administration processes to

maintain positive working relationships

Learning to Learn


develop and improve



work.

The ability to:

• Engage in self-reflection to identify areas for improvement in

implementing project administration processes to enhance future

performance


(where applicable)


circumstances and



N/A





91

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92

Skill Code BM-RM-301E-1

Skill Category Risk Management

Skill Sub-Category


Skill Facilitate Compliance with Legislative and Regulatory Requirements

Skill Description

This skill describes the ability to facilitate organisation’s compliance

with legislative and regulatory requirements. It also includes

communicating compliance requirements, assessing and integrating

organisational policies and procedures to ensure compliance and

preparing follow-up reports.

Knowledge and

Analysis



integration and




and activities.


• Legislative and regulatory requirements for the relevant industry

and operating environment

• Objectives of legislative and regulatory compliance

Application and

Adaptation






and manage the

changes at work.

The ability to:

• Identify legislative and regulatory requirements applicable to the

organisation in accordance to organisational strategies and

objectives to facilitate compliance management

• Communicate key legislative and regulatory requirements and

related management systems to relevant stakeholders to

facilitate legislative compliance

• Assess internal and regulatory organisations’ policies and

procedures to ensure compliance

• Identify and document possible areas of non-compliance in

business activities in accordance with information format

requirements to facilitate follow-up action

• Assist in the integration of procedures to ensure adherence to

legislative and regulatory requirements in daily scope of work

• Prepare management report for follow-up action





93


Creation


generate purposive


performance and/or

enhance business



The ability to:

• Assist in the review of adherence to legislative and regulatory

requirements in accordance with organisational guidelines and

policies to identify areas for improvement

Social Intelligence

and Ethics




and diversity



ethics.

The ability to:

• Apply ethical code of practice in the review of organisational

compliance to ensure adherence to legislation and regulatory

requirements

Learning to Learn


develop and improve



work.

The ability to:

• Keep abreast of the latest legislative and regulatory requirements

applicable to the organisation by subscribing to various

information channels to ensure currency of knowledge and

organisational compliance


(where applicable)


circumstances and



Legislative and regulatory requirements may be existing or

forthcoming and must include:

• Post incorporation Accounting and Corporate Regulatory

Authority (ACRA) regulatory requirements, which must include:

o Organisation secretary

o Annual general meeting

o Financial year end

o Annual return

o Directors' report

o Registration number





94

• Inland Revenue Authority of Singapore (IRAS) filing

requirements, which must include:

o Timeline for filing requirements

o Estimated chargeable income

o Tax return filing

o Audited or unaudited accounts

• Accountants Act

• Business Registration Act

• Companies Act

• Companies Act Reform

• Personal Data Protection Act


• Employment Act

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Skill Code FSS-SEM-5001-1.1

Skill Category

Site/Outlet and

Equipment

Management

Skill Sub-Category

(where applicable)

Skill Manage Site/Outlet and Equipment Maintenance

Skill Description

This skill describes the ability to manage site and/or outlet and

equipment maintenance. It also includes developing site and/or

outlet maintenance plans, purchasing and/or leasing equipment,

developing equipment maintenance plans, managing servicing

contracts, evaluating site and/or outlet and equipment maintenance

plans, and managing environmental programmes.

Knowledge and

Analysis



integration and




and activities.


• Methods of maintenance planning and its pros and cons

• Manufacturer's guidelines, timelines and specifications

• Factors impacting equipment needs (i.e. expansion, automation, equipment life cycle)

• Procedures for buying or leasing equipment

• Methods to develop maintenance schedules

• Servicing contracts and its common components

• Maintenance records

• Environment friendly programmes and its importance towards business in long-term

Application and

Adaptation






and manage the

changes at work.

The ability to:

• Develop maintenance planning based on business plan, industry and technology trends, and current and future equipment standards

• Review manufacturers' maintenance specifications and expected end-of-life cycle

• Manage site/outlet equipment maintenance and service providers

• Maintain maintenance records

• Study maintenance records and make adjustment to maintenance plans when necessary

• Plan and develop environment-friendly programme in line with organization objectives





96

• Conduct environment audits and make appropriate changes to action plan in accordance with organisational procedures and recipes, food and Workplace Safety and Health requirements


Creation


generate purposive


performance and/or

enhance business



The ability to:

• Analyse potential key areas (technical and/or business related) for process improvement and/or value creation to the organisation and suggest ways to adapt existing techniques drawing from personal experiences and feedback

• Generate ideas to create new products

Social Intelligence

and Ethics




and diversity



ethics.

The ability to:

• Align organisational compliance procedures and policies with food handling legislative requirements to meet quality standards

• Generate ideas to build and develop relationships with new and/or existing customers and internal and external stakeholders

• Act as a role model and inspire team by showing trust, respect and support towards co-workers and/or supervisor in daily activities to achieve organisational objectives

• Deal with ethical and/or professional issues and make judgement in accordance to organisation's current practice and/or guidelines

Learning to Learn


develop and improve



work.

The ability to:

• Apply cognitive skills and/ or past experience to generate technical or business solutions in unfamiliar areas


• Constantly update learning in relevant work area to adapt to changing environment



• Provide recommendations on changes to brand standards to align with the evolving needs of the business and external environment

• Ensure that there are standard procedures in place and consistency in work output is maintained





97


(where applicable)


circumstances and




• National Environment Agency (NEA) environmental Public Health (Food Hygiene) Regulations

• Workplace Safety and Health Regulations under the WSH Act 2006 and all updates and current policies

• Hazard Analysis and Critical Control Points management system (HACCP)

• Relevant food regulations under the Agri-Food and Veterinary Authority of Singapore (AVA) (e.g. Sale of Food Act)

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Skill Code FSS-WSH-3002-1.1

Skill Category Workplace Safety

and Hygiene

Skill Sub-Category

(where applicable)

Quality and Hygiene

Standards

Skill Conduct Food and Beverage Hygiene Audits

Skill Description

This skill describes the ability to conduct food and beverage hygiene

audits in accordance to regulatory and/or organisational requirements.

It also includes conducting audits on personal hygiene practices,

usage of safe ingredients, handling of food safety, food storage and

cleanliness and upkeep of utensils, equipment and service and/or

storage areas.

Knowledge and

Analysis



integration and




and activities.


• Regulations and standards on food and beverage hygiene

• Food and beverage hygiene audit plans

• Audit methods

• Audit principles, procedures and techniques

• Physical areas, work processes and practices to be audited

• Methods of document reviews to collect and verify

information

• Methods of using audit evidence to generate audit findings

• Methods to manage disagreements among operations teams,

co-workers, management and other relevant personnel

• Types of follow-up audits

• Sources of food contamination and prevention methods

• Hazard Analysis Critical Control Point (HACCP) principles,

critical limits and control measures

• Food allergens

• Impact of site design and construction on food hygiene

• Organisational dress codes

• Required personal protective clothing

• Importance and guidelines for personal hygiene

• Approved food sources

• Indicators of food spoilage

• Proper use of equipment and utensils

• Food catering guidelines





99

• Food packaging techniques

• Organisational and legislative guidelines for conducting

audits on food transportation and temperature control during

transportation

• Standards for food transportation and temperature control

during transportation

• Standards for housekeeping and cleaning

• Methods for cleaning and disinfecting food premises

• Indicators of pest infestation

• Methods for control and disposal of pests

• Basic principles of cleaning processes for cutlery, utensils,

equipment, surfaces and/or floors

• Desirable environmental conditions

Application and

Adaptation






and manage the

changes at work.

The ability to:

• Plan for food and beverage hygiene audits

• Conduct food and beverage hygiene audits on:

o Good personal hygiene practices

o Safe usage of ingredients

o Safe handling of food

o Safe storing of food

o Cleanliness and upkeep of utensils, equipment and

premises in accordance with organisational procedures

and recipes, food and Workplace Safety and Health

requirements


Creation


generate purposive


performance and/or

enhance business



The ability to:

• Review workflows and operations periodically in accordance

to regulatory and/or organisational requirement

• Identify and recommend areas of improvement and/or

corrective actions to meet regulatory and/or organisational

requirement





100

Social Intelligence

and Ethics




and diversity



ethics.

The ability to:

• Communicate with operations teams, co-workers,

management and other relevant personnel on audit issues to

meet regulatory and/or organisational requirement

Learning to Learn


develop and improve



work.

The ability to:

• Update knowledge and skills on good food and beverage

safety and hygiene standards by engaging in peer reviews

and professional development platforms, such as training and

attaining certifications; and by subscribing to various news

channels and various government agencies that regulate

food safety and workplace safety


(where applicable)


circumstances and



Regulations and standards on Food and Beverage Hygiene must

include:

• Environmental Public Health Act and its subsidiary legislation

• National Environment Agency licensing requirements,

grading and Points Demerit System (PDS)


Act and all updates and current policies

• Sale of Food Act and its subsidiary legislation

• Wholesome Meat and Fish Act and its subsidiary legislation

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Definitions of the Five (5) Domains

Domain

Definition

Knowledge and

Analysis

Knowledge includes the gathering of facts and information through

traditional and digital forms. Analysis involves the cognitive processing,

integration and inspection of single or multiple sources of facts and

information required to perform work tasks and activities and takes into

consideration, the work contexts in which the tasks and activities are

carried out. The result of knowledge and analysis produce judgements

on work tasks/activities/issues/areas, and the conceptualisation of

solutions to solve problems at work.

Application and

Adaptation

Application involves the ability to perform work tasks and activities

defined by the requirements of the occupation. Adaptation involves the

ability to react to and manage the changes in the work contexts. The

result of application and adaptation leads to the production of psycho-

motor actions and behavioural reactions to the work

tasks/activities/issues/areas, and the execution of the planned solutions

to solve problems at work.

Innovation and

Value Creation

Innovation includes the ability to generate purposive ideas to improve

work performance and/or enhance business values that are aligned to

the organisational goals. As a result of innovation, the organisation is

able to reap the values from individual or team contributors to achieve

organisational growth.

Social Intelligence

and Ethics

Social intelligence includes the ability to appreciate and use affective

factors in leadership, relationship and diversity management guided by

professional codes of ethics as effective individuals or team

contributors.

Learning to Learn

Learning-to-learn includes the ability to improve on self-development

within and outside of one’s area of work. It involves the continual

inspection of one’s knowledge, analytical, application, adaptive,

innovative and social skills that are needed to perform the work

optimally and/or solve problems effectively.

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