sf food skills standards host 2017 · 2017. 8. 23. · skill interact and serve food and beverage...
TRANSCRIPT
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
HOST / HOSTESS (GUEST RELATIONS OFFICER)
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: Host / Hostess (Guest Relations Officer)
Occupation Description:
The Host/Hostess (Guest Relations Officer) is responsible for greeting arriving customers,
welcoming them into the establishment, and appointing a server/waiter to the customer.
He/She is also responsible for estimating wait times for customers, monitoring the guest
waiting list, and ensuring that the needs of the customers are met while they are waiting.
When required, he is expected to perform the tasks of a Waiter to bring dishes to
customers, and help in clearing and setting tables.
He should demonstrate a cheerful and friendly attitude, and possess great communication
skills and a passion for quality customer service.
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
HOST / HOSTESS (GUEST RELATIONS OFFICER)
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.0.
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The skills expected of the Host / Hostess (Guest Relations Officer) are summarised as
below:
Skill Category Skill
Analytical,
Conceptual and
Evaluative
1. Solve Problems and Make Decisions at Supervisory Level
Customer
Experience 2. Establish Relationships for Customer Confidence
Food and
Beverage Service
3. Interact and Serve F&B Customers
4. Perform Hosting Duties
Innovation 5. Manage Productivity Improvements
People and
Relationship
Management
6. Facilitate Effective Communication and Engagement at the
Workplace
7. Facilitate Effective Work Teams
Quality
8. Supervise Quality Procedures
Workplace Safety
and Health
9. Maintain Workplace Safety and Health Policies and
Procedures
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
HOST / HOSTESS (GUEST RELATIONS OFFICER)
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.0.
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Skill Code ES-ACE-302G-1
Skill Category Analytical, Conceptual
and Evaluative
Skill Sub-Category
(where applicable) N/A
Skill Solve Problems and Make Decisions at Supervisory Level
Skill Description
This skill describes the ability to acquire the skills to work with a team
of subordinates in practising problem-solving and decision-making. It
also includes anticipating and identifying potential problems, facilitating
team’s effort to resolve the problems, making appropriate decisions
and seeing implementation plans through.
Knowledge and
Analysis
It refers to gathering,
cognitive processing,
integration and
inspection of facts and
information required to
perform the work tasks
and activities.
The ability to understand:
• Types of information to be gathered and analysed to identify and
confirm a problem
• Characteristics of appropriate problem-solving tools and
techniques
• Idea generation techniques and their characteristics
• Types of value and impact to be evaluated for selection of ideas
• Techniques to manage team conflict in decision-making process
• Factors affecting the effectiveness of an implementation plan
• Advantages and disadvantages of the various methods for
gathering feedback from relevant sources
• Methods used to identify deficiency in the implemented solution
and implementation plan and their characteristics
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
HOST / HOSTESS (GUEST RELATIONS OFFICER)
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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:
• Identify symptoms that could lead to potential problems at the
workplace using appropriate tools and techniques
• Apply logical deduction to anticipate and detect problems at the
workplace based on symptoms and relevant information gathered
• Analyse relevant information surrounding the perceived problems
and identify the exact problem using elimination process,
objective reasoning or process questioning
• Analyse the root causes of the problems at the workplace using
appropriate problem-solving tools and techniques
• Develop an implementation plan that addresses the root causes
of the problems and consider the impact to self and team at the
workplace
• Evaluate the effectiveness of the implemented solution and
implementation plan by analysing feedback gathered from
relevant sources
Innovation and Value
Creation The ability to:
• Select a solution among the shortlisted ones collectively with
team members using appropriate evaluative techniques and
criteria
• Formulate and execute modifications to restore and/or enhance
effectiveness of implemented solution and implementation plan
It refers to the ability to
generate purposive
ideas to improve work
performance and/or
enhance business
values that are aligned
to organisational goals.
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
HOST / HOSTESS (GUEST RELATIONS OFFICER)
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.0.
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Social Intelligence
and Ethics The ability to:
• Facilitate generation of solutions to solve problems by
encouraging creativity among team members It refers to the ability to
use affective factors in
leadership, relationship
and diversity
management guided by
professional codes of
ethics.
Learning to Learn The ability to:
• Review the effectiveness of modifications made and analyse
learning points and best practices that can be used for future
reference
It refers to the ability to
develop and improve
one’s self within and
outside of one’s area of
work.
Range of Application
(where applicable)
It refers to the critical
circumstances and
contexts that the skill
may be demonstrated.
N/A
Version Control
Version Date Changes Made Edited by
ES-ACE-302G-1 1-Sep-16 Initial Version WDA
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
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Skill Code SVCF-CS-301C-1
Skill Category Customer Experience
Skill Sub-Category
(where applicable) N/A
Skill Establish Relationships for Customer Confidence
Skill Description
This skill describes the ability to build customer confidence in the
organisation and develop customer relationships that build customer
loyalty. It also includes handling service opportunities and escalated
service challenges.
Knowledge and
Analysis
It refers to gathering,
cognitive processing,
integration and
inspection of facts and
information required to
perform the work tasks
and activities.
The ability to understand:
• Methods to develop knowledge of organisation’s product or service
offerings
• Methods to establish customer rapport
• Types of follow up from customer interactions
• Types of service opportunities
• Types of escalated service challenges
• Methods to respond to service opportunities
• Methods to respond to escalated service challenges
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:
• Develop knowledge of organisation’s product or service offerings
and customer profile
• Respond to service opportunities to build customers’ confidence in
the organisation
• Follow up on customer interactions in accordance with the
organisation’s guidelines
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
HOST / HOSTESS (GUEST RELATIONS OFFICER)
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Innovation and Value
Creation
It refers to the ability to
generate purposive
ideas to improve work
performance and/or
enhance business
values that are aligned
to organisational goals.
The ability to:
• Build customer rapport with customers to increase customer
loyalty and confidence in the organisation
• Propose mutually acceptable solutions to escalated service
challenges in accordance with the organisation’s service recovery
procedures
Social Intelligence
and Ethics
It refers to the ability to
use affective factors in
leadership, relationship
and diversity
management guided by
professional codes of
ethics.
N/A
Learning to Learn
It refers to the ability to
develop and improve
one’s self within and
outside of one’s area of
work.
The ability to:
• Stay abreast of the organisation’s product or service offerings
through product launches or brochures to ensure the latest
information is provided to customers
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
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Range of Application
(where applicable)
It refers to the critical
circumstances and
contexts that the skill
may be demonstrated.
Customer rapport refers to the gaining of trust and confidence of
customers in the organisation’s product or service. Organisations may
wish to build rapport with customers to increase customer confidence
in their product or service.
Customer confidence refers to the trust which customers have in an
organisation’s product or service.
Escalated service challenges are unresolved service challenges
escalated by service professionals.
Version Control
Version Date Changes Made Edited by
SVCF-CS-301C-1 1-Sep-16 Initial Version WDA
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
HOST / HOSTESS (GUEST RELATIONS OFFICER)
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Skill Code FSS-FBS-2001-1.1
Skill Category Food and Beverage
Service
Skill Sub-Category
(where applicable) Service
Skill Interact and Serve Food and Beverage Customers
Skill Description
This skill describes the ability to apply the knowledge and skills in
interacting with and serving Food and Beverage (F&B) customers. It
also includes seating customers, taking orders, serving food and
beverage, presenting bills and assisting customers with departure.
Knowledge and
Analysis
It refers to gathering,
cognitive processing,
integration and
inspection of facts and
information required to
perform the work tasks
and activities.
The ability to understand:
• Importance of personal grooming and hygiene
• Characteristics of positive attitude and good posture
• Body language and non-verbal cues
• Process for seating customers
• Sequences of taking food and beverage orders
• Sales techniques
• Food and beverage product knowledge and different dietary
requirements
• Importance of understanding bar terms, terms of common
mixed drinks and shorthand notations of drinks
• Methods of communicating orders with production or kitchen
staff
• Types, handling methods and table placements of tableware
required for different dishes and beverages
• Importance of checking orders for accuracy and quality
before delivering food to customers
• Methods of presenting food and beverages to customers
• Importance of performing service checks and table
maintenance
• Guidelines for handling customer’s feedback and/or
complaints, presenting bills and assisting with their departure
• Techniques for service recovery
• Guidelines for handling customer’s personal data
• Legislative requirements
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
HOST / HOSTESS (GUEST RELATIONS OFFICER)
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.0.
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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:
• Practise personal grooming and hygiene
• Display positive attitude and good posture when interacting
with customers
• Welcome and seat customers
• Recommend menu items and take food and beverage orders
from customers in accordance with customer’s dietary
requirements and preferences
• Set cutlery, crockery and glassware on table
• Serve food and beverages
• Monitor customers’ needs during meals
• Handle customer’s feedback and/or complaints
• Present bills to customers and assist with their departure in
accordance with organisational procedures
Innovation and Value
Creation
It refers to the ability to
generate purposive
ideas to improve work
performance and/or
enhance business
values that are aligned
to organisational goals.
The ability to:
• Suggest ways to maintain service quality and improve
customers satisfaction
• Share feedback on current service processes with reference
to organisational procedures and customers’ feedback
• Recommend ways to create a memorable dining experience
for customers
Social Intelligence
and Ethics
It refers to the ability to
use affective factors in
leadership, relationship
and diversity
management guided by
professional codes of
ethics.
The ability to:
• Comply with legislative requirements
• Build rapport with customers and co-workers
• Communicate with co-workers and/or supervisors to achieve
organisational objectives
• Demonstrate trust, respect and support towards co-workers
and/or supervisors in daily activities to achieve organisational
objectives
• Demonstrate integrity and ethical behaviour at the workplace
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
HOST / HOSTESS (GUEST RELATIONS OFFICER)
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Learning to Learn
It refers to the ability to
develop and improve
one’s self within and
outside of one’s area of
work.
The ability to:
• Accept feedback from co-workers and/or supervisors in a
considerate and constructive manner
• Engage in self-reflection to improve on quality of tasks
assigned
• Evaluate own strengths and weaknesses to improve skills
and knowledge
• Identify available opportunities to learn from co-workers
and/or supervisors
Range of Application
(where applicable)
It refers to the critical
circumstances and
contexts that the skill
may be demonstrated.
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)
• Liquor Control (Supply and Consumption) Act
Version Control
Version Date Changes Made Edited by
FSS-FBS-2001-1.1 4 August 2017 Initial Version SSG and SPRING
Singapore
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
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Skill Code FSS-FBS-3001-1.1
Skill Category Food and Beverage
Service
Skill Sub-Category
(where applicable) Service
Skill Perform Hosting Duties
Skill Description
This skill describes the ability to perform hosting duties. It also
includes preparing for hosting duties, handling enquiries and
reservations, and handling customers’ arrivals and departures.
Knowledge and
Analysis
It refers to gathering,
cognitive processing,
integration and
inspection of facts and
information required to
perform the work tasks
and activities.
The ability to understand:
• Importance of personal grooming and hygiene
• Importance of checking documents and communicating with
other staff and supervisors to find out duties assigned and
reservation listings
• Service items required for hosting duties
• Process for pre-assigning areas and/or tables for groups
• Importance of adopting positive attitudes and good posture
• Telephone etiquette
• Importance of creating good impressions on customers
• Outlet and menu information
• Establishment policies (customer dress code, no outside
food, no children, etc.)
• Product knowledge and different dietary requirements
• Approaches to handle enquires, reservations and unavailable
reservation requests
• Importance of seating customers in an efficient, friendly and
courteous manner
• Process for seating customers
• Approaches to communicate seating information and other
issues to other staff
• Guidelines for handling customers concerns and complaints
• Guidelines for handling customers’ personal data
• Importance of thanking customers for patronage and
assisting in customers’ departure
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
HOST / HOSTESS (GUEST RELATIONS OFFICER)
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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:
• Prepare for hosting duties
• Respond to enquiries and reservations
• Take and record reservations
• Welcome customers, escort them to table and seat them
• Assist with customers’ departures
• Notify supervisor of customers’ complaints or concerns, in
accordance with organisational procedures
Innovation and Value
Creation
It refers to the ability to
generate purposive
ideas to improve work
performance and/or
enhance business
values that are aligned
to organisational goals.
The ability to:
• Suggest ways to maintain service quality and improve
customers satisfaction
• Share feedback on current service processes with reference
to organisational procedures and customers’ feedback
• Recommend ways to create a memorable dining experience
for customers
Social Intelligence
and Ethics
It refers to the ability to
use affective factors in
leadership, relationship
and diversity
management guided by
professional codes of
ethics.
The ability to:
• Comply with legislative requirements
• Build rapport with customers and co-workers
• Communicate with co-worker and/or supervisor to achieve
organisational objectives
• Demonstrate trust, respect and support towards co-worker
and/or supervisor in daily activities to achieve organisational
objectives
• Demonstrate integrity and ethical behaviour at the workplace
Learning to Learn
It refers to the ability to
develop and improve
one’s self within and
outside of one’s area of
work.
The ability to:
• Accept feedback from co-worker and/or supervisor in a
considerate and constructive manner
• Engage in self-reflection to improve on quality of tasks
assigned
• Evaluate own strengths and weaknesses to improve skills
and knowledge
• Identify available opportunities to learn from co-worker and/or
supervisor
• Keep up to date on industry trends
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
HOST / HOSTESS (GUEST RELATIONS OFFICER)
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Range of Application
(where applicable)
It refers to the critical
circumstances and
contexts that the skill
may be demonstrated.
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)
Version Control
Version Date Changes Made Edited by
FSS-FBS-3001-1.1 4 August 2017 Initial Version SSG and SPRING
Singapore
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
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Skill Code FSS-INO-4003-1.1
Skill Category Innovation
Skill Sub-Category
(where applicable) N/A
Skill Manage Productivity Improvements
Skill Description
This skill describes the ability to identify opportunities for productivity
measurement and improvement at workplace. It also includes
selecting and implementing relevant techniques and tools for
productivity improvement and managing productivity at the workplace.
Knowledge and
Analysis
It refers to gathering,
cognitive processing,
integration and
inspection of facts and
information required to
perform the work tasks
and activities.
The ability to understand:
• Concept and definition of productivity
• Factors affecting productivity
• Productivity measurements and their uses in the organisation
• Barriers to productivity improvement
• Methods of describing and establishing productivity
improvements
• Methods of overcoming barriers to productivity improvement
• Components and methods to collect and analyse productivity
performance data
• Methods of implementing tools and techniques for
productivity improvement
• Advantages and disadvantages of different tools and
techniques for productivity improvement
• Roles of management in improving productivity
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
HOST / HOSTESS (GUEST RELATIONS OFFICER)
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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:
• Define the concept of productivity in the organisation’s
context
• Identify opportunities to improve and measure productivity
• Develop business cases and proposals for new opportunities
• Identify barriers to productivity and ways to overcome them
• Establish systems to measure productivity
• Recognise impact of qualitative factors on productivity
measurement
• Evaluate tools and techniques for productivity improvement
• Implement productivity improvement processes and cost
reduction strategies
• Monitor and analyse productivity performance data using
analysis tools
• Report and recommend productivity improvements for
endorsement in accordance with organisational procedures
and recipes, food and Workplace Safety and Health
requirements
Innovation and Value
Creation
It refers to the ability to
generate purposive
ideas to improve work
performance and/or
enhance business
values that are aligned
to organisational goals.
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
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
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Social Intelligence
and Ethics
It refers to the ability to
use affective factors in
leadership, relationship
and diversity
management guided by
professional codes of
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
It refers to the ability to
develop and improve
one’s self within and
outside of one’s area of
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
Range of Application
(where applicable)
It refers to the critical
circumstances and
contexts that the skill
may be demonstrated.
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)
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
HOST / HOSTESS (GUEST RELATIONS OFFICER)
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.0.
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Version Control
Version Date Changes Made Edited by
FSS-INO-4003-1.1 4 August 2017 Initial Version SSG and SPRING
Singapore
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
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Skill Code ES-IP-301G-1
Skill Category
People and
Relationship
Management
Skill Sub-Category
(where applicable) N/A
Skill Facilitate Effective Communication and Engagement at the Workplace
Skill Description
This skill describes the ability to promote the use of effective
communication within a team. It also includes using conflict resolution
and negotiation strategies as well as building rapport with colleagues,
stakeholders and customers.
Knowledge and
Analysis
It refers to gathering,
cognitive processing,
integration and
inspection of facts and
information required to
perform the work tasks
and activities.
The ability to understand:
• Barriers to effective communication
• Methods to coach staff in using effective communication techniques
• Organisational and professional standards relating to
communication
• Ways that various types of diversity issues affect one’s
communication and negotiation with others in the workplace
• Ways to validate information and history of conflict
• Possible causes, sources and benefits of conflict
• Sources of additional information, expert advice and mediation to
assist in conflict issues and assessment of a conflict situation
• Conflict resolution approaches and their characteristics
• Appropriate communication techniques for conflict resolution and
negotiation and their characteristics
• Negotiation styles and their characteristics
• Ways to confirm resolution of conflict and types of agreed follow-up
action
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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:
• Maintain channels of communication to update staff on latest and
relevant work-related information according to organisational
communication policies and procedures
• Promote effective communication among staff taking into account
diversity issues
• Assess conflict situation and develop appropriate conflict resolution
strategies to negotiate issues towards a mutually acceptable
outcome
Innovation and Value
Creation The ability to:
• Seek opportunities for growth and innovation and new ways of
thinking as well as additional management options It refers to the ability to
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:
• Communicate organisational communication policies and
procedures to staff and monitor their compliance
• Use appropriate communication techniques and tools to suit
different communication styles of people in formal and informal
settings
It refers to the ability to
use affective factors in
leadership, relationship
and diversity
management guided by
professional codes of
ethics.
Learning to Learn The ability to:
• Resolve conflict using appropriate conflict resolution strategies,
approaches and techniques
It refers to the ability to
develop and improve
one’s self within and
outside of one’s area of
work.
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Range of Application N/A
(where applicable)
It refers to the critical
circumstances and
contexts that the skill
may be demonstrated.
Version Control
Version Date Changes Made Edited by
ES-IP-301G-1 1-Sep-16 Initial Version WDA
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
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Skill Code ES-IP-302G-1
Skill Category
People and
Relationship
Management
Skill Sub-Category
(where applicable) N/A
Skill Facilitate Effective Work Teams
Skill Description
This skill describes the ability to facilitate work team activities and
improve a team’s performance by promoting ownership and
commitment amongst team members. It also includes working on goals
and targets set, maintaining positive relationships and providing support
and opportunities for individual and team contributions.
Knowledge and
Analysis
It refers to gathering,
cognitive processing,
integration and
inspection of facts and
information required to
perform the work tasks
and activities.
The ability to understand:
• Rationale for communicating thoughts and feelings to justify a
position and responsibilities assigned to team members
• Importance of the different roles in a team for achieving team
goals and objectives
• Principles for setting goals and targets for individual and team
• Characteristics of diversity and its impact on the relationship
among team members
• Importance of creating opportunities for team members to
contribute ideas and skills
• Differences between constructive and destructive criticism
• Communication techniques to facilitate a discussion
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:
• Provide resources, assistance and support needed by team
members to complete projects or work activities
• Analyse project control reports and performance assessment
results to ascertain team performance and provide feedback and
criticism to team members using appropriate communication
techniques
• Involve team members in the planning of work activities to
promote ownership and commitment to work plan
• Delegate duties and responsibilities taking into consideration the
competencies of individual team members
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Innovation and Value
Creation
It refers to the ability to
generate purposive
ideas to improve work
performance and/or
enhance business
values that are aligned
to organisational goals.
The ability to:
• Provide opportunities for team members to contribute ideas and
skills and maintain positive relationships amongst them
Social Intelligence
and Ethics
It refers to the ability to
use affective factors in
leadership, relationship
and diversity
management guided by
professional codes of
ethics.
The ability to:
• Provide and clarify with team members on work-related
information using appropriate communication techniques
• Communicate thoughts and feelings to justify a position and
responsibilities assigned to team members and persuade and
influence them
• Communicate to team members the importance and
interdependence of each role and promote the benefits of
diversity within the team
• Communicate and agree on individual and team goals and
targets to be achieved
• Communicate team performance and related issues of concern
to management and provide recommendations to address them
Learning to Learn
It refers to the ability to
develop and improve
one’s self within and
outside of one’s area of
work.
The ability to:
• Respond to criticism to provide possible resolutions and seek
improvement
Range of Application
(where applicable)
It refers to the critical
circumstances and
contexts that the skill
may be demonstrated.
N/A
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Version Control
Version Date Changes Made Edited by
ES-IP-302G-1 1-Sep-16 Initial Version WDA
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Skill Code FSS-QUA-3004-1.1
Skill Category Quality
Skill Sub-Category
(where applicable)
Quality Management
System
Skill Supervise Quality Procedures
Skill Description
This skill describes the ability to apply, maintain and supervise internal
quality systems and external suppliers at the workplace. It also
includes reviewing procedures to provide solutions for quality
improvement, identifying and selecting quality suppliers and
developing and maintaining quality control record systems.
Knowledge and
Analysis
It refers to gathering,
cognitive processing,
integration and
inspection of facts and
information required to
perform the work tasks
and activities.
The ability to understand:
• Quality standards, regulations, and customer requirements as
references for assessing sources of quality assurance
information and advice
• Applications of quality concepts to problem-solving and
quality data collection and analysis
• Organisation's products and processes for quality system
improvements
• Practical quality procedures and/or processes
• Systems within the workplace for applying quality outcomes
• Processes required for quality and continuous improvement
• Procedures to record and report quality non-conformities and
issues
• Customer specifications for quality conditions and indicators
• Quality standards, regulations and customer requirements
• Need and means of selection of suppliers
• Quality goals and specifications Quality system
documentation requirements and record keeping systems
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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:
• Monitor quality of materials and equipment received from
suppliers is closely to ensure organisational quality standards
are met
• Evaluate and select quality systems of identified suppliers
• Identify, classify and store records required for reference and
quality audits according to organisational guidelines
• Maintain records for the required period and archive
according to organisational procedures and legislative
requirements
• Audit records against predetermined criteria in accordance
with organisational procedures and quality programmes,in
accordance with organisational procedures
Innovation and Value
Creation
It refers to the ability to
generate purposive
ideas to improve work
performance and/or
enhance business
values that are aligned
to organisational goals.
The ability to:
• Record and analyse statistical data on production runs
• Record and analyse statistical data on defects
• Recognise and compare historical data, future equipment
use, production requirements and standard operating
procedures to be job ready
Social Intelligence
and Ethics
It refers to the ability to
use affective factors in
leadership, relationship
and diversity
management guided by
professional codes of
ethics.
The ability to:
• Document and communicate quality of materials to selected
suppliers
• Discuss and document complaints procedures
• Note any discrepancies found and report in accordance with
organisational procedures
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Version Control
Learning to Learn
It refers to the ability to
develop and improve
one’s self within and
outside of one’s area of
work.
The ability to:
• Review quality procedures systematically to identify
opportunity for improvement
Range of Application
(where applicable)
It refers to the critical
circumstances and
contexts that the skill
may be demonstrated.
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)
• International Quality Standards
Version Date Changes Made Edited by
FSS-QUA-3004-1.1 4 August 2017 Initial Version SSG and SPRING
Singapore
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Skill Code ES-JS-301G-1
Skill Category Workplace Safety
and Health
Skill Sub-Category
(where applicable) N/A
Skill Maintain Workplace Safety and Health Policies and Procedures
Skill Description
This skill describes the ability to administer a Workplace Safety and
Health (WSH) system at the supervisory level. It also includes
educating workers on WSH policies and procedures and implementing
WSH programmes and risk control measures.
Knowledge and
Analysis
It refers to gathering,
cognitive processing,
integration and
inspection of facts and
information required to
perform the work tasks
and activities.
The ability to understand:
• The responsibilities of the workers and supervisors under the
Workplace Safety and Health Act
• The roles and responsibilities of the Workplace Safety and
Health Committee as stipulated under the Workplace Safety
and Health (Safety Committee) Regulations
• Workplace Safety and Health Act and its subsidiary
legislation
• Effective communication channels in the workplace
• Organisation business continuity plans
• Preferred ways to implement risk control measures
• Industry best practices in risk control measures
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:
• Interpret relevant Workplace Safety and Health policies,
procedures, programmes and related information in
accordance with the Workplace Safety and Health Act and its
subsidiary legislation
• Explain and provide the work group promptly with accessible
information on the organisation’s safety and health policies,
procedures and programmes and types of emergencies in the
workplace
• Explain and provide the work group information on the
provision and proper use of personal protective equipment
and safety devices on the machinery and equipment in the
workplace
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• Explain and provide the work group promptly with accessible
information about identified hazards, outcomes of risk
assessment and dealing with emergencies in the workplace
• Execute the organisational emergency response and
evacuation exercises, supervise and maintain order in the
event of emergency at the workplace in accordance with the
guidelines provided by the relevant regulatory requirements
• Monitor and document changes in workplace practices,
procedures, safety and health management programmes,
issues resolution and communicate with person(s) who may
be at risk in accordance with the guidelines provided by the
Workplace Safety and Health Act
• Identify and report hazards in the workplace and implement
work procedures for risk assessment, risk control and
emergency situation management in accordance with
organisational procedures
• Participate in the investigation of emergency situations to
identify their causes and maintain WSH management records
in accordance with organisational procedures
• Monitor compliance to work procedures for risk assessment,
risk control and emergency preparedness by the work group
• Assess the effectiveness in existing risk control measures
and adequacy of resource allocation for implementation of
risk control measures according to the hierarchy of control
• Report findings to designated personnel and use collective
information from WSH records to identify hazards and
monitor risk control procedures in accordance with
organisational procedures
• Reassess changes in workplace practices or procedures to
determine the mitigated risk level and document workplace
risk control measures issues resolution in accordance with
the guidelines provided by Workplace Safety and Health Act
Innovation and Value
Creation
It refers to the ability to
generate purposive
ideas to improve work
performance and/or
enhance business
values that are aligned
to organisational goals.
The ability to:
• Resolve matters raised through consultation promptly or refer
to the appropriate personnel for resolution, according to
workplace procedures and make known the outcomes of
consultation over WSH issues to workers promptly and
accurately
• Implement control measures to prevent recurrence and
minimise risks of emergency situations based on the
hierarchy of control in accordance with organisational
procedures
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Social Intelligence
and Ethics
It refers to the ability to
use affective factors in
leadership, relationship
and diversity
management guided by
professional codes of
ethics.
The ability to:
• Implement and monitor procedures for WSH participation and
consultation effectively to ensure workers have the
opportunity to contribute
Learning to Learn
It refers to the ability to
develop and improve
one’s self within and
outside of one’s area of
work.
N/A
Range of Application
(where applicable)
It refers to the critical
circumstances and
contexts that the skill
may be demonstrated.
Explain the responsibilities of a general worker, which are:
• Working in compliance with the WSH Act
• Observing safe work procedures
• Reporting unsafe working conditions and work practices
• Reporting work-related incidents and/or accidents
Explain the responsibilities of a Workplace Safety and Health
committee, which are:
• Acting as an advisory body
• Identifying hazards and obtaining information about them
• Recommending corrective actions and monitoring results of
implemented solutions
• Conducting accident investigations and workplace
inspections
• Making recommendations to the management regarding
actions required to resolve safety and health concerns
Explain the responsibilities of a supervisory personnel, which are:
• Ensuring that worker uses suitable and adequate personal
protective equipment, and handles appropriate and non-faulty
tools and/or equipment
• Advising workers of potential and actual hazards and control
measures
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• Taking every reasonable precaution in the circumstances for
the protection of workers.
• Implementing and monitoring safe work conditions
• Implementing safe work practices and monitoring for
compliance
Interpret and explain the following Workplace Safety and Health
policies, such as:
• Relevant provisions of the Workplace Safety and Health Act
and its subsidiary legislation
• Participation and consultation
• Relevant Codes of Practice (CP) and Singapore Standards
(SS)
Interpret and explain the following Workplace Safety and Health
procedures, such as:
• Work safety manuals
• Safe work procedures for risk control and dealing with
emergencies
Interpret and explain Workplace Safety and Health programmes and
related information, such as:
• Programmes that promote safety and health
• Counseling and/or disciplinary processes
• Workplace Safety and Health training and assessment
• Workplace Safety and Health monitoring and inspections
• Workplace Safety and Health record keeping
Interpret policies and procedures that can happen in the following
contexts:
• Induction of new workers
• Consultation with Workplace Safety and Health personnel,
and Workplace Safety and Health Committees
• Communicating to workers on hazards in the workplace as
part of providing direct supervision to inexperienced workers
• Facilitating or conducting incident and/or accident
investigation
Explain to work group information about identified hazards, such as:
• Common workplace hazards (where applicable to the nature
of business):
o Electrical
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o Mechanical
o Chemical
o Biological
o Infectious disease outbreak (Avian flu, seasonal flu, etc)
o Fire and explosion
o Environment (econfined space, lack of ventilation, etc)
o Faulty equipment
o Faulty machinery and equipment safety devices
o Working with sharp objects
o Working at heights
• Poor housekeeping:
o Untidy workstations
o Improper storage
• Ergonomic issues:
o Improper or awkward working postures
o Improper lifting and carrying of things
o Ergonomic stresses from repetitive work
Explain information about outcomes of risk assessment to work
groups, such as:
• Risk levels
• Appropriate control measures, in accordance to hierarchy of
control
• Control measures incorporated in safe work procedures
Provide information on the organisation’s safety and health policies,
procedures and programmes, hazards and outcomes of risk
assessment in the following forms:
• Safety handbook
• Staff handbook
• Intranet
• Relevant websites
• Publications, journals, bulletins, and/or newsletters
Leverage on communication channels, such as:
• Training
• Briefings
• Discussions
• Demonstrations
• Team meetings
• Announcements
• Written communications like newsletters, notice boards,
website, etc.,
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Implement and monitor participation and consultations that are
specific to the workplace, such as:
• Formal and informal meetings, which include Workplace
Safety and Health
• Workplace Safety and Health Committees
• Workplace Safety and Health personnel
• Suggestions, requests, reports and concerns put forward by
employees to management
• Workplace Safety and Health inspections
• Audits
• Risk assessment and control
• Emergency and evacuation exercises
Identify workplace hazards and manage risk assessment activities,
such as:
• Audits
• Workplace inspections
• Housekeeping
• Checking work area and/or equipment before and during
work
• Job and work system assessments
• Reviews of Workplace Safety and Health records, including
registers of hazardous substances, dangerous goods, results
of environmental and health surveillance, sickness absence,
etc.
• Maintenance of plant and equipment
• Purchasing of supplies and equipment, review of Safety Data
Sheets (formerly known as Material Safety Data Sheets) and
manufacturer/supplier information
• Identifying employee concerns
Implement risk control actions, such as:
• Measures to remove risk at source
• Application of the hierarchy of control
o Elimination of the risk
o Engineering controls
o Administrative controls
o Personal protective equipment
• Consultation with workers and their representatives
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Identify the role of designated personnel in WSH management:
• Supervisors
• Managers
• Workplace Safety and Health personnel
• Other persons authorised or nominated by the organisation or
industry to:
o Perform specified work
o Approve specified work
o Inspect specified work
o Direct specified work
Implement work procedures for dealing with emergency situations,
such as:
• Fire or explosions
• Collapse of structures or equipment
• Hazardous chemical leaks or spills
• Biological hazards
• Infectious disease outbreaks
• Injuries
• Fatality
• Unconscious persons
Identify and implement Workplace Safety and Health training, such
as:
• Induction training
• Specific hazard training
• Specific task or equipment training
• Emergency and evacuation training
• Training as part of broader programs, for example, equipment
operation
Maintain workplace safety and health records, such as:
• Audits and inspection reports
• Health surveillance and workplace environmental monitoring
records
• Records of instruction and training
• Manufacturers’ and suppliers’ information, including Safety
Data Sheets (formerly known as Material Safety Data Sheets)
and dangerous goods storage lists
• Hazardous substances registers
• Maintenance and testing reports
• Workers’ compensation and rehabilitation records
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• First aid and/or medical treatment records
Assess the compliance to work procedures, which include:
• Safe work procedures
• Standard operating procedures for emergency situations
Determine the effectiveness of the control measures, which include:
• Identifying new hazards introduced following implementation
of control measures
• Reassessing process and/or activities to determine the
mitigated risk level
• Assessing risk management procedures for any deficiencies
• Reviewing the risk assessment prior to any substantial
change in processes and/or systems or following an incident
Version Control
Version Date Changes Made Edited by
ES-JS-301G-1 4 August 2017 Initial Version SSG
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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.