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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)
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.
Important Points to Note about this DocumentThis 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. 1
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
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 Plans3. Manage Crisis Situations
Business Negotiation
4. Participate in Dispute Resolution5. 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 Experience9. Maintain Service Quality and Professional Etiquette
Finance 10. Monitor Income and Expenses
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.0. 2
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
Food and Beverage
Production11. Maintain Halal Certification Requirements
Food and Beverage Service
12. Provide Quality Control for Service13. Supervise Bar Service
Information and Results 14. Analyse Service Quality and Customer Satisfaction
Innovation15. Contribute to Innovation Process within Own Scope of Work
in the Business Unit16. Foster Service Innovation
Leadership 17. Lead with Service Vision
People and Relationship Management
18. Manage Cross Functional and Culturally Diverse Teams19. Optimise Workforce for Service Excellence
People Development
20. Conduct Orientation and Training21. Conduct Staff Performance Assessment Process22. Develop and Motivate Team Members through Capability
Development23. Manage Training
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.0. 3
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
Personal Management and
Development
24. Develop Self to Maintain Professional Competence at Managerial Level
Planning and Implementation
25. Administer Purchasing and Receiving Procedures26. Implement Loss/Risk Prevention27. 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
Management30. Manage Site/Outlet and Equipment Maintenance
Workplace Safety and Hygiene 31. Conduct Food and Beverage Hygiene Audit
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.0. 4
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
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 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:
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
Assess the effectiveness of the chosen solutions using an appropriate
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.0. 5
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
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
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:
Document the process of applying systems thinking in problem-solving and decision-making according to organisational guidelines and appropriate methods
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:
Engage in self-reflection to view problems from a holistic manner taking into account overall structures, patterns and cycles
It refers to the ability to develop and improve one’s self within and outside of one’s area of work.
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
(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.0. 6
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
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 alternativeso Designing interventions to various componentso Confirming system with relevant stakeholders
Total Systems Intervention (TSI) which includes:o Creativity phase: Focuses on different aspects of the organisation’s
functioningo 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 Forecastingo 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 groupso Assumption surfacing and rating: Groups discuss and list all
assumptions inherent in systemso 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 assumptionso Debates on contentious assumptions to achieve agreement
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
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.0. 7
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
judgments or take them for granted
Version Control
Version Date Changes Made Edited by
ES-ACE-501G-1 1-Sep-16 Initial Version WDA
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.0. 8
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
Skill Code BM-BCM-405E-1
Skill Category Business Continuity Management
Skill Sub-Category(where applicable)
N/A
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
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:
Own role in implementation of business continuity plans Composition of business continuity team Types of continuity plans Business continuity resources
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 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
Implement procedures to communicate with and educate
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.0. 9
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
employees on business continuity plans to ensure organisational awareness
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:
Review and refine business continuity plans to enhance organisational effectiveness in business continuity management
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:
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
It refers to the ability to develop and improve one’s self within and outside of one’s area of 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
Range of Application
(where applicable)
It refers to the critical circumstances and contexts that the skill
N/A
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.0. 10
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
may be demonstrated.
Version Control
Version Date Changes Made Edited by
BM-BCM-405E-1 4-Aug-17 Initial Version SSG
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.0. 11
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
Skill Code BM-BCM-407E-1
Skill Category Business Continuity Management
Skill Sub-Category(where applicable)
N/A
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
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:
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
Innovation and The ability to:
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.0. 12
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
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.
Review crisis management process to identify areas for improvement
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:
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
It refers to the ability 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)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
N/A
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.0. 13
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
Version Control
Version Date Changes Made Edited by
BM-BCM-407E-1 1-Sep-16 Initial Version WDA
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.0. 14
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
Skill Code BM-BN-402E-1
Skill Category Business Negotiation
Skill Sub-Category(where applicable) N/A
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
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 disputes Evidence to support case Communication and conflict resolution techniques Relevant precedents Relevant legislation and regulations
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 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
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
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
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.0. 15
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
to organisational goals.
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:
Manage self to maintain composure, self-confidence and resilience when dealing with challenges in the conflict resolution process
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:
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
Range of Application
(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
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
Version Control
Version Date Changes Made Edited by
BM-BN-402E-1 1-Sep-16 Initial Version WDA
Skill Code BM-BN-401E-1 Skill Category Business Negotiation
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.0. 16
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
Skill Sub-Category(where applicable) N/A
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
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:
Components of negotiation plans Negotiation roles and responsibilities Negotiation processes and techniques Relevant precedents Relevant legislation and regulations
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:
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
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.0. 17
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
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:
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
It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.
The ability to:
Manage self to maintain composure and self-confidence when conducting negotiations
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:
Study past dispute resolutions to identify best practices that may be applied to the current negotiation situation
Range of Application
(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
Relevant legislation and regulations may relate to:
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
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.0. 18
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
Version Control
Version Date Changes Made Edited by
BM-BN-401E-1 12-Oct-16 Initial Version SSG
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.0. 19
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
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
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:
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
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.0. 20
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
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:
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
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 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
It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of 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
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
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:
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
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
LPM-CHG-301C-0 1-Sep-16 Initial Version WDA
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.0. 22
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
Skill Code BM-COM-301E-1
Skill Category Communications
Skill Sub-Category(where applicable)
N/A
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
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:
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
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 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
Innovation and Value Creation
It refers to the ability to generate purposive ideas to improve work performance and/or
The ability to:
Create networking opportunities to enhance relationships with various stakeholder groups to support organisational objectives
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
enhance business values that are aligned to organisational goals.
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:
Demonstrate social awareness to adapt to the emotional context of the social exchange to maintain stakeholder relationships
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:
Engage in regular self-reflection to identify ways to improve stakeholder relationships to support organisational objectives
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
BM-COM-301E-1 1-Sep-16 Initial Version WDA
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.0. 24
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
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
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 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
It refers to the ability to perform the work tasks and activities required
The ability to:
Identify differences between business processes and operations for products and services
Identify potential issues that might arise due to the organisation's unique service offerings and how to address
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
of the occupation, and the ability to react to and manage the changes at work.
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
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:
Identify areas of improvement in customer service
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:
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
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
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:
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
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-CEX-5001-1.1 4 August 2017 Initial VersionSSG and SPRING
Singapore
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.0. 29
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
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
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:
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
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
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 Apply customer feedback loops as mechanisms for service
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
changes at work.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
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:
Identify areas of improvement in service quality processes
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:
Monitor 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
It refers to the ability to develop and improve one’s self within and
The ability to:
Identify gaps in learning and select approach to close the learning gap and improve on quality of task assigned
Provide feedback to co-worker and/or supervisor in a
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.0. 31
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
outside of one’s area of work.
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
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-CEX-5002-1.1 4 August 2017 Initial VersionSSG and SPRING
Singapore
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.0. 32
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
Skill Code FSS-FIN-6001-1.1
Skill Category Finance
Skill Sub-Category (where applicable) N/A
Skill Monitor Income and Expenses
Skill DescriptionThis skill describes the ability to establish and monitor control systems for income and expenses, administer petty cash and review financial records.
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 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
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:
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.
Innovation and Value Creation
It refers to the ability to generate purposive ideas to improve work
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
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
performance and/or enhance business values that are aligned to organisational goals.
Generate ideas to create new products Propose amendments to control systems
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
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
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
may be demonstrated. 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-FIN-6001-1.1 4 August 2017 Initial VersionSSG and SPRING
Singapore
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
Skill Code FSS-FBP-4004-1.1
Skill Category Food and Beverage Production
Skill Sub-Category (where applicable)
N/A
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
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:
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
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 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 Check for possibilities of cross-contamination in accordance
with organisational procedures and recipes, food and Workplace Safety and Health requirements
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
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:
Identify areas of improvement in production processes
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:
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
It refers to the ability to develop and improve one’s self within and outside of one’s area of 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
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.0. 37
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
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)
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
Version Control
Version Date Changes Made Edited by
FSS-FBP-4004-1.1 4 August 2017 Initial VersionSSG and SPRING
Singapore
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
Skill Code FSS-FBS-3006-1.1
Skill Category Food and Beverage Service
Skill Sub-Category (where applicable)
N/A
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
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:
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
It refers to the ability to perform the work tasks and activities required of the occupation, and the ability to react to
The ability to:
Monitor customer service Handle customer complaints Handle payments and related issues Supervise opening and closing shifts and ensure completion
of relevant documentation Coach and mentor staff appropriately on service, safety,
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.0. 39
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
and manage the changes at work.
grooming and attire, in accordance with organisational procedures 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:
Identify areas of improvement in quality control processes
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:
Monitor 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
It refers to the ability to develop and improve one’s self within and outside of one’s area of 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
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.0. 40
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
their work output
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-3006-1.1 4 August 2017 Initial VersionSSG and SPRING
Singapore
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.0. 41
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
Skill Code FSS-FBS-4004-1.1
Skill Category Food and Beverage 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
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 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
It refers to the ability to perform the work tasks and activities required of the occupation, and the ability to react to
The ability to:
Supervise and conduct spot checks on beverage preparations and order delivery
Monitor bar counters, bar inventory and requisitions Complete opening and ending shift duties and the
documentation required Engage and communicate with staff
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.0. 42
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
and manage the changes at work.
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
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:
Identify areas of improvement in processes
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:
Monitor 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
It refers to the ability to develop and improve one’s self within and outside of one’s area of work.
The ability to:
Identify gaps in learning and select approach to close the learning gap and improve on quality of task assigned
Provide 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
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.0. 43
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
Develop SOPs which ensure consistency in work output Monitor others to ensure that consistency is maintained in
their work output
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-4004-1.1 4 August 2017 Initial VersionSSG and SPRING
Singapore
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.0. 44
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
Skill Code SVCF-IR-401C-1
Skill Category Information and Results
Skill Sub-Category(where applicable)
N/A
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
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:
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
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:
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
Innovation and Value Creation
It refers to the ability to generate purposive ideas to improve work
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
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.0. 45
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
performance and/or enhance business values that are aligned to organisational goals.
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:
Communicate findings and results to relevant stakeholders Seek management’s endorsement on plans to improve service quality
and customer satisfaction
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:
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
Range of Application
(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
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
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
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
functiono Competitive benchmarking: comparing with competitors who are
considered best in class or world classo 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 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: Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.0.
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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
Version Control
Version Date Changes Made Edited by
SVCF-IR-401C-1 1-Sep-16 Initial Version WDA
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
Skill Code BM-IM-301E-1
Skill Category Innovation
Skill Sub-Category(where applicable)
N/A
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
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:
Broad concepts of innovation Steps in innovation process Behaviours that support innovation Individual role in contributing to innovation culture
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:
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
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ASST ROOM SERVICE MANAGER)
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 work systems and processes to identify opportunities for innovation and improved work practices within own scope of work
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:
Demonstrate empathy and appreciation of others' views and issues when working on innovation initiatives to maintain positive working relationships
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:
Collaborate with others to identify, discuss and develop effective ways of working
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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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
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ASST ROOM SERVICE MANAGER)
Version Control
Version Date Changes Made Edited by
BM-IM-301E-1 1-Sep-16 Initial Version WDA
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
Skill Code SVCF-SI-401C-1
Skill Category Innovation
Skill Sub-Category(where applicable) N/A
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
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 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
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:
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
Innovation and Value Creation
It refers to the ability to generate purposive
The ability to:
Lead team in generating service innovation ideas which are in line with the organisation’s evaluation criteria
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ASST ROOM SERVICE MANAGER)
ideas to improve work performance and/or enhance business values that are aligned to organisational goals.
Evaluate success of implemented service innovation ideas to ascertain its effectiveness
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:
Seek management’s endorsement on business case to implement service innovation ideas
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 past service innovation ideas from organisation’s database to lead the team in generating new ideas
Range of Application
(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
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 customerso Customer retentiono Greater customer satisfactiono Strengthening the service culture of the organisationo Improving efficiency o Improved business results from implemented service innovation
ideas
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ASST ROOM SERVICE MANAGER)
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
Version Control
Version Date Changes Made Edited by
SVCF-SI-401C-1 1-Sep-16 Initial Version WDA
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
Skill Code SVCF-LS-401C-1
Skill Category Leadership
Skill Sub-Category(where applicable) N/A
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
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:
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
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:
Promote a customer-centric environment to influence team to achieve service excellence
Innovation and Value Creation
It refers to the ability to generate purposive ideas to improve work performance and/or enhance business
The ability to:
Analyse performance of team to identify follow-up actions for improvement
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ASST ROOM SERVICE MANAGER)
values that are aligned to organisational goals.
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:
Engage in self-reflection to review one’s effectiveness as a leader in operationalising the organisation’s vision, mission and values
Range of Application
(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
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 procedureso Policies o Processeso 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
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ASST ROOM SERVICE MANAGER)
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
Version Control
Version Date Changes Made Edited by
SVCF-LS-401C-1 4-Aug-17 Initial Version SSG
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
Skill Code ES-IP-501G-1
Skill Category People and Relationship Management
Skill Sub-Category(where applicable)
N/A
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
The ability to understand:
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
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 perform the work tasks and activities required of the occupation, and the ability to react to and manage the
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
Establish a system to facilitate communication among members within a diverse work team by applying effective communication techniques and social competence
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ASST ROOM SERVICE MANAGER)
changes at work.
Innovation and Value Creation
The ability to:
Assess diversity issues that have implications on a work team working towards common goals and objectivesIt 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:
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
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:
Appreciate and empathise with the diverse needs, thoughts and feelings of team members in achieving desired outcomes
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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ASST ROOM SERVICE MANAGER)
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-IP-501G-1 1-Sep-16 Initial Version WDA
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
Skill Code SVCF-PP-401C-1
Skill CategoryPeople and Relationship Management
Skill Sub-Category(where applicable)
N/A
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
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:
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
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:
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
Innovation and Value Creation
It refers to the ability to generate purposive
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-
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ASST ROOM SERVICE MANAGER)
ideas to improve work performance and/or enhance business values that are aligned to organisational goals.
design
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:
Communicate manpower plans and changes to team Solicit feedback from team on job re-design
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:
Keep abreast of new methods of working by studying best practices to ascertain its suitability for implementation with a view to enhancing productivity
Range of Application
(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
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 satisfactiono Customer complaint volumeo Waiting timeo Service recovery rateo Service turnaround timeo Order processing timeo Order-to-receipt cycle
Training needs to equip team with the required skills and
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ASST ROOM SERVICE MANAGER)
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 teamo Identifying new responsibilities o Re-designing processes which may result in a change
in the tasks required to perform the jobo Tapping on technology
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
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ASST ROOM SERVICE MANAGER)
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
Version Control
Version Date Changes Made Edited by
SVCF-PP-401C-1 4-Aug-17 Initial Version SSG
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
Skill Code FSS-PDV-5001-1.1
Skill Category People Development
Skill Sub-Category (where applicable) N/A
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
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:
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
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:
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
Innovation and Value The ability to:
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
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.
Identify areas of improvement in processes
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:
Monitor organisational compliance with food handling legislative requirements to meet quality standards
Establish good rapport with customers and internal stakeholders
Develop and maintain relationships by showing trust, respect and support towards co-workers and/or supervisors in daily activities to achieve organisational objectives
Exhibit 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:
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 considerate and constructive manner
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
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
Range of Application
(where applicable)
Food safety and health requirements must include:
National Environment Agency (NEA) Environmental Public Health (Food Hygiene) Regulations
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ASST ROOM SERVICE MANAGER)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
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-PDV-5001-1.1 4 August 2017 Initial VersionSSG and SPRING
Singapore
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
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ASST ROOM SERVICE MANAGER)
Skill Code FSS-PDV-5003-1.1
Skill Category People Development
Skill Sub-Category (where applicable)
Skill Conduct Staff Performance Assessment Process
Skill DescriptionThis skill describes the ability to prepare and conduct performance appraisals, develop personal development plans and manage performance outcomes.
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:
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
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:
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
Manage performance outcomes to provide rewards, take
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ASST ROOM SERVICE MANAGER)
corrective actions against poor performance or address performance gaps, in accordance with organisational guidelines
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:
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
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 code of ethics when conducting staff performance appraisals and assessment decisions, in accordance with organisational 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:
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
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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ASST ROOM SERVICE MANAGER)
Version Control
Version Date Changes Made Edited by
FSS-PDV-5003-1.1 4 August 2017 Initial VersionSSG and SPRING
Singapore
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ASST ROOM SERVICE MANAGER)
Skill Code LPM-DEV-301C-0
Skill Category People Management
Skill Sub-Category (where applicable)
N/A
Skill Develop and Motivate Team Members through Capability Development
Skill DescriptionThis 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
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:
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
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:
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
Innovation and Value Creation
The ability to:
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ASST ROOM SERVICE MANAGER)
It refers to the ability to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals.
Review effectiveness of the team’s capability development approach to identify areas for improvement
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:
Demonstrate empathy by understanding performance lapse of team members and encouraging them to learn from mistakes to improve future performance
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:
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
Range of Application
(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
N/A
Version Control
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
Version Date Changes Made Edited by
LPM-DEV-301C-0 1-Sep-16 Initial Version WDA
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
Skill Code FSS-PDV-5002-1.1
Skill Category People Development
Skill Sub-Category (where applicable) N/A
Skill Manage Training
Skill DescriptionThis 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
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 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
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:
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
Innovation and Value Creation
N/A
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
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
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)
N/A
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
Version Control
Version Date Changes Made Edited by
FSS-PDV-5002-1.1 4 August 2017 Initial VersionSSG and SPRING
Singapore
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
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 DescriptionThis 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
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:
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
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:
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
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
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:
Address barriers to communication to improve collaboration and effectiveness when working with team leaders
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:
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
It refers to the ability to develop and improve one’s self within and outside of one’s area of 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
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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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
Version Control
Version Date Changes Made Edited by
LPM-PER-401C-0 1-Sep-16 Initial Version WDA
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.0. 79
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
Skill Code FSS-PNI-5001-1.1
Skill Category Planning and Implementation
Skill Sub-Category (where applicable)
N/A
Skill Administer Purchasing and Receiving Procedures
Skill DescriptionThis skill describes the ability to administer purchasing and receiving procedures. It also includes implementing purchasing and receiving procedures.
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:
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
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 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
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
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
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
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
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
FSS-PNI-5001-1.1 4 August 2017 Initial VersionSSG and SPRING
Singapore
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
Skill Code HAS-PNI-4002-1.1
Skill Category Planning and Implementation
Skill Sub-Category (where applicable)
N/A
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
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:
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
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:
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
Innovation and Value Creation
It refers to the ability to generate purposive ideas to improve work performance and/or
N/A
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ASST ROOM SERVICE MANAGER)
enhance business values that are aligned to organisational goals.
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:
Reflect on implementation of alternative measures for loss/risk prevention
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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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
Version Control
Version Date Changes Made Edited by
HAS-PNI-4002-1.1 1-Sep-16 Initial Version WDA and STB
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
Skill Code BM-SPI-401E-1
Skill Category Planning and Implementation
Skill Sub-Category(where applicable) N/A
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
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 management decisions Sources of information Relevant stakeholders affected by management decisions
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 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
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
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:
Substantiate and make recommendations on business issues to management to facilitate decision-making
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:
Acknowledge management's views and focus to influence management in their decision making to attain the intended objective
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:
Improve own capability in information gathering and analysis by subscribing to diverse learning channels to enhance workplace performance
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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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
Version Control
Version Date Changes Made Edited by
BM-SPI-401E-1 1-Sep-16 Initial Version WDA
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
Skill Code BM-PM-307E-1
Skill Category Project Management
Skill Sub-Category(where applicable) N/A
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
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:
Project administration templates Maintenance of project information Relevant stakeholders
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:
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
Innovation and Value Creation
It refers to the ability to generate purposive ideas to improve work performance and/or
The ability to:
Provide inputs on areas of improvement for the project administration policies and procedures to ensure effectiveness of project administration processes
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
enhance business values that are aligned to organisational goals.
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:
Demonstrate empathy and appreciation of others’ views and issues when implementing project administration processes to maintain positive working relationships
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:
Engage in self-reflection to identify areas for improvement in implementing project administration processes to enhance future performance
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
BM-PM-307E-1 4-Aug-17 Initial Version SSG
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.0. 90
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
Skill Code BM-RM-301E-1
Skill Category Risk Management
Skill Sub-Category(where applicable) N/A
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
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:
Legislative and regulatory requirements for the relevant industry and operating environment
Objectives of legislative and regulatory compliance
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 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
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
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:
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
It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of 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
It refers to the ability to develop and improve one’s self within and outside of one’s area of 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
Range of Application
(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
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 secretaryo Annual general meetingo Financial year endo Annual returno Directors' report
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
o Registration number
Inland Revenue Authority of Singapore (IRAS) filing requirements, which must include:o Timeline for filing requirementso Estimated chargeable incomeo Tax return filingo Audited or unaudited accounts
Accountants Act Business Registration Act Companies Act Companies Act Reform Personal Data Protection Act Workplace Safety and Health Act Employment Act
Version Control
Version Date Changes Made Edited by
BM-RM-301E-1 1-Sep-16 Initial Version WDA
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
Skill Code FSS-SEM-5001-1.1
Skill CategorySite/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
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 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
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 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 Conduct environment audits and make appropriate changes
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
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ASST ROOM SERVICE MANAGER)
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
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:
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
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 Food safety and health requirements must include:
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
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)
Version Control
Version Date Changes Made Edited by
FSS-SEM-5001-1.1 4 August 2017 Initial VersionSSG and SPRING
Singapore
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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
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
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:
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
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ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
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
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:
Plan for food and beverage hygiene audits Conduct food and beverage hygiene audits on:
o Good personal hygiene practiceso 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
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:
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
Social Intelligence and Ethics
It refers to the ability to
The ability to:
Communicate with operations teams, co-workers, management and other relevant personnel on audit issues to
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.0. 99
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.
meet regulatory and/or organisational requirement
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:
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
Range of Application
(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
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) Workplace Safety and Health Regulations under the WSH
Act and all updates and current policies Sale of Food Act and its subsidiary legislation Wholesome Meat and Fish Act and its subsidiary legislation
Version Control
Version Date Changes Made Edited by
FSS-WSH-3002-1.1 4 August 2017 Initial VersionSSG and SPRING
Singapore
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.0. 100
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
ASSISTANT OUTLET MANAGER (ASST RESTAURANT MANAGER / ASST STORE MANAGER / ASST BAR MANAGER / ASST BANQUET MANAGER /
ASST ROOM SERVICE MANAGER)
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.
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.0. 101