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Regional Qualifications in the EuroRegional Qualifications in the Euro--MediterraneanMediterraneanSectoral qualifications Sectoral qualifications
Profile Profile of of Waiter Waiter \\ WaitressWaitressAmin Ardah, Industry Based Training Specialist
USAID/Jordan Tourism Development Project
23-24 November 2010 - Amman
Main Duties of A Waiter / Waitress Main Duties of A Waiter / Waitress
Waiter\Waitress serves food and drink to guests in hotel, restaurants, clubs and similar establishments
Skills / competencesSkills / competencesA waiter / waitress may perform the following tasks:
• Lay tables with clean linen or place mats, cutlery, crockery and glasses.
• Take restaurant reservations.
• Welcome and seat customers and hand menus to them.
Skills / competences Skills / competences –– continued continued
• Explain menu to guests and recommend appropriate combinations of food and drink.
• Promote local products and attractions to visitors.
• Take customers orders and pass them to kitchen staff or bar attendants.
• Serve food and drinks.
Skills / competences Skills / competences –– continued continued
• Prepare bills and present them to customer.
• Process payments (cash or credit card).
• Clear tables, return dishes and cutlery to kitchens.
• Establish effective communication with customers.
Performance requirementsPerformance requirements
• Well presented
• Have good communication
• Have good memory
• Be polite and patients
• Be friendly & efficient
• Enjoy working with people
• Be able to work flexible &
inconvenient hours
• Be able to work as part of a
team
• Be able to handle money
• Be healthy and fit
• Be 18 years or older
SubSub--division of the occupation in specialtiesdivision of the occupation in specialties
• Waiter
• Assistant Waiter
• Busboy
• Helper
Profile of Receptionist / Front Profile of Receptionist / Front Office AttendantOffice Attendant
Main Duties of Receptionist / Front Main Duties of Receptionist / Front Office Attendant Office Attendant Front office attendant provide services to guests on arrival and during their stay in hotel. This includes taking reservation, registration, check in, information services and check out.
Skills / competencesSkills / competencesReceptionist may perform the following tasks:
• Receive reservations for accommodation from guests
• Take guest details and allocate their rooms
• Talk to transport carriers to make travel
arrangements for guest and to find lost luggage
Skills / competences Skills / competences –– continued continued
• Inform the guest about the hotel facilities, policies
and procedures
• Attend enquiries and requests from guests
• Provide tourist information to guest
• Make reservation for sightseeing tours, restaurants
and live entertainment
• Track messages for guests
Skills / competences Skills / competences –– continued continued
• Calculate guest bills and issue receipts upon
payments
• Arrange accommodation for guest travelling to other
destination
• Perform cashier duties, cash traveller check and
exchange foreign currency
• Place guest possessions in a safe if requested
Skills / competences Skills / competences –– continued continued
• Arrange the cleaning of guest personal laundry, shoe
shining and room service deliveries
• Follow in house procedures to help ensure the
security of guest and employees
• Perform general secretarial duties, such as prepare
correspondence and attending to guest
communication
Performance requirementsPerformance requirements
• Enjoy working with people
• Friendly, helpful and patient
• Able to assist guest with a limited
understanding of English
• Good communication skills
• Able to record information accurately
Performance requirements Performance requirements
• Able to work as part of team
• Able to project a professional manner at all times
• Good interpersonal skills
• Flexible and resourceful
• Able to stay calm in difficult situations
SubSub--division of the occupation in specialtiesdivision of the occupation in specialties
• Front Office Agent
• Front Office Clerk
• Receptionist
• Reservation Agent
Regional Qualifications in the EuroRegional Qualifications in the Euro--MediterraneanMediterraneanSectoral qualifications Sectoral qualifications
Qualification MatrixQualification MatrixAmin Ardah, Industry Based Training Specialist
USAID/Jordan Tourism Development Project
Hospitality & Tourism Programs
VTCVTC 1 year program (6 months in the center, 6 monthsin the industry
1 year program (6 months in the center, 6 monthsin the industry
SchoolSchool 11th & 12th grade Hotel & Tourism Program 11th & 12th grade Hotel & Tourism Program
CollegesCollegesTwo years diploma in:Hotel Management orTourism Management
Two years diploma in:Hotel Management orTourism Management
Universities Universities
Four years degree in:Hotel Management Tourism Management Hotel & Tourism ManagementTourism & Archeology Tourism & Tour guiding
Four years degree in:Hotel Management Tourism Management Hotel & Tourism ManagementTourism & Archeology Tourism & Tour guiding
10th Grade 10th Grade
VTCVTCFundukia ProgramFundukia ProgramAcademic Stream Academic Stream
Tawjihi CertificateTawjihi Certificate
Diploma (Community College)2 years program
Diploma (Community College)2 years program
Bachelor Degree4 years
Bachelor Degree4 years
Industry Industry
Name of the DiplomaName of the Diploma
Waiter
Skilled Level Training Course Occupational licence
Front Office \ Receptionist
Diploma in Hotel Management
VTC Program Framework12 Month Basic Skills Programs
Vocational Training CenterVocational Training Center
Food Food ProductionProduction2 Months2 Months
Food Food ServiceService
2 Months2 Months
AccommodationAccommodation2 Months2 Months
Hospitality Skills & English for Tourism Hospitality Skills & English for Tourism
Hotel StreamHotel Stream
Food Service Food Service –– 2 months2 monthsFood Production Food Production –– 2 Months2 MonthsAccommodation Accommodation –– 2 Months2 Months
Restaurant StreamRestaurant Stream
Food Service Food Service –– 3 months3 monthsFood Production Food Production –– 3 Months3 Months
Accredited CompaniesAccredited Companies
FirstFirstSix MonthsSix MonthsIn CenterIn Center
Industry Industry PlacementPlacement
6 Months6 Months
Hotel Management Diploma Hotel Management Diploma
Comprehensive exam
Diploma Certificate
72 Credit Hours 72 Credit Hours
Profile of skills and competencesProfile of skills and competencesWaiter
Certificate
1.Hospitality Skills2.English For Tourism 3.Housekeeping4.Food Production5.Food and Beverage Service
Front Office \ ReceptionistDiploma
University Requirments 12 CH
1.English Language I2.Arabic Language3.Islamic Culture
4.Information Technology Skills
Profile of skills and competencesProfile of skills and competencesWaiter
Certificate
1.Hospitality Skills2.English For Tourism 3.Housekeeping4.Food Production5.Food and Beverage Service
Front Office \ ReceptionistDiploma
College Requirments 15 CH
5.Introduction to Hospitality Industry6.Introduction to Tourism
7.Principles of Tourism & Hotel HR8.Principles of Tourism & Hotel
Marketing9.Principles of Tourism & Hotel
Accounting
Profile of skills and competencesProfile of skills and competencesWaiter
Certificate
1.Hospitality Skills2.English For Tourism 3.Housekeeping4.Food Production5.Food and Beverage Service
Front Office \ ReceptionistDiploma
Speciality Requirments 45 CH
10.Restaurant & Banqueting Management
11.French Language12.Food & Beverage Service
13.Food Production 114.English Language For Hotels
15.Rooms Division16.Communication Skills in English
17.Front Office Management
Profile of skills and competencesProfile of skills and competencesWaiter
Certificate
1.Hospitality Skills2.English For Tourism 3.Housekeeping4.Food Production5.Food and Beverage Service
Front Office \ ReceptionistDiploma
Speciality Requirments 45 CH
18.English Language for Tourism19.French Language for Hotels
20.Computer Applications for Hotels21.Nutrition & Food Hygiene
22.Food Production 223.Internship
24.Graduation Project
Range of jobs accessible to the holder of the Range of jobs accessible to the holder of the classification classification
VTC Certificate
1. Waiter2. Assistant cook3. Room service attendant4. Housekeeping attendant
Hotel Management Diploma
1. Receptionist 2. Concierge
3. Telephone Operator4. Cashier
5. Restaurant Supervisor6. Cook
7. Purchasing Officer8. Storekeeper
9. Housekeeping Supervisor10.Laundry Attendant
11.Sales & Marketing Agent
Name of the body awarding the Name of the body awarding the certificatecertificate
Waiter
Vocational Training Corporation
(in the future will be on behalf of Accreditation and Quality
Assurance Center)
Front Office \ Receptionist
Ministry of Higher Education &
Scientific Research
• Ministry of Labour – Vocational Training Corporation Center of Excellence Steering Committee
• 35 Industry Partner - Major Investor
• Partner for Practical Training (PPT)
USAID/Jordan Tourism Development Project established
Program & Institution Accreditation-VTC
Management and operation procedures
Qualification framework
2. Standards and quality assurance 3. Training and materials
Occupational standards
Training standards
Quality assurance systems
Teaching methodology programs
Develop training materials
Train the Trainer Programs
Enhance training supports
1. Curriculum to international standards
New curriculum
Increase the output of trained labor for the tourism industry
Improve standards and build capacity Institutions
Program & Institution Accreditation -VTC
Programme & institution accreditationProgramme & institution accreditation––Colleges Colleges
Al Balqa Applied University & Higher Education Accreditation Commission accredit the colleges based on the following criteria:
– Study plan (course plan)– Faculty and support staff– Library to include (textbooks, periodical & encyclopaedia)– Laboratories and workshops– Equipments, tools and educational materials
New Accreditation System New Accreditation System USAID/Jordan Tourism Development Project developed a new accreditation system
1. Student Profile2. Courses & Awards3. Program Aims & Objectives4. Curriculum & Administration5. Teaching and Learning Approach6. Facilities & Resources7. Assessment & Exams8. Linkages & Progression9. Funding Options10. Benchmarks & Innovation11. Employment Profile & Industry Link
Programme & institution Programme & institution accreditationaccreditation––Colleges Colleges
Thank You