· Web viewThis skill describes the ability to follow food and beverage safety and hygiene policies and procedures. It also includes practising good personal hygiene, using safe

SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR

SERVER (WAITER / WAITRESS)

Occupation: Server (Waiter / Waitress)

Occupation Description:

The Server (Waiter/Waitress) is the main point of contact between the restaurant and its customers. He/She is responsible for presenting them with the menu, taking orders, answering questions on meal items, making food recommendations when requested, and serving the food and/or beverages. He also performs cashiering duties which includes preparing bills that itemise total meal costs and sales taxes.

He must be able to work under pressure to serve customers quickly and efficiently, must be courteous, tactful, and attentive dealing with customers in all circumstances. This includes being able to work well with kitchen staff to ensure that customers receive prompt service.

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 1.1. 1



The skills expected of the Server (Waiter / Waitress) are summarised as below:

Skill Category Skill

Analytical, Conceptual and

Evaluative1. Solve Problems and Make Decisions at Operations Level

Customer Experience

2. Contribute to Customer Service over Various Platforms3. Project a Positive and Professional Image4. Provide Go-the-Extra-Mile Service5. Respond to Service Challenges

Food and Beverage

Production6. Maintain Quality Control Procedures

Food and Beverage Service

7. Interact With and Serve F&B Customers8. Maintain Food and Beverage Service Environment9. Prepare for Service (Mise En Place)

Infocomm Technology

10. Use Essential Features of a Computer

11. Use Primary Functions and Applications of a Tablet

Innovation 12. Cultivate a Productivity and Innovative Mind-set

Leadership 13. Demonstrate the Service Vision




People and Relationship Management

14. Work in a Diverse Service Environment

Planning and Implementation 15. Implement Operations for Service Excellence

Workplace Safety and Health 16. Provide Safety and Security for Customers

Workplace Safety and Hygiene

17. Follow Food and Beverage Safety and Hygiene Policies and Procedures




Skill Code ES-ACE-102G-1

Skill Category Analytical, Conceptual and Evaluative

Skill Sub-Category (where applicable) N/A

Skill Solve Problems and Make Decisions at Operations Level

Skill Description

This skill describes the ability to acquire problem-solving and decision-making techniques. It also includes proactively identifying the root causes to a problem and taking responsibility for the decisions within own circle of influence.

Knowledge and Analysis

The ability to understand:

Procedure for evaluating selected ideas for problem-solving Factors to consider in selecting suitable modes of communication Methods to determine the strengths and limitations and constraints of

each selected idea Areas of impact from implementation of an action plan Types of evaluation methods to determine effectiveness of

implemented solutions and action plan Techniques to identify sources of failure in the implemented solution

and action plan Potential areas requiring corrective action Types of corrective actions Reflective mechanisms for the entire problem-solving process

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:

Recognise symptoms that could lead to potential problems at the workplace using appropriate tools and techniques

Identify deviations from organisational norm and SOPs based on symptoms identified

Identify the possible root causes of the problems using appropriate tools and techniques

Implement action plan at the workplace based on organisational SOP Identify preventive measures to avoid recurrence of similar problems in

the future based on appropriate tools and techniques




Innovation and Value Creation

The ability to:

Generate and select ideas to solve the problem using creative and logical thinking

Evaluate selected ideas using pertinent criteria and choose the most desirable ones as solutions to the problems

Evaluate the effectiveness of the implemented solutions and action plan and initiate corrective actions where necessary

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:

Identify relevant parties' priorities and concerns and use suitable communication mechanisms and modes to garner agreement from relevant parties on chosen solution and action plan

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:

Identify impact of the problems on own job responsibilities and other parties involved and make adjustments of own work processes and working methods

It refers to the ability to develop and improve one’s self within and outside of one’s area of work.

Range of Application N/A

(where applicable)

It refers to the critical circumstances and contexts that the skill may be demonstrated.




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Skill Code SVCF-CS-101E-1

Skill Category Customer Experience

Skill Sub-Category(where applicable)

N/A

Skill Contribute to Customer Service over Various Platforms

Skill Description

This skill describes the ability to leverage on available organisational resources when engaging with customers over various platforms. It also includes portraying a professional etiquette and escalating feedback received over various platforms.




Platforms to engage customers Reasons for engaging with customers over various platforms Types of available organisational resources Methods to portray professional etiquette over various platforms Principles of effective communication Methods to escalate feedback


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:

Leverage on organisational resources when engaging with customers over various platforms

Portray professional etiquette when responding to customers over various platforms in accordance with organisational guidelines

Escalate feedback received over various platforms using appropriate channels and in accordance with the organisation’s guidelines






The ability to:

Identify and suggest areas of improvement that may arise out of one’s interaction with customers



The ability to:

Adhere to code of ethics when handling customers over various platforms

Learning to Learn


The ability to:

Keep abreast of changes in organisational resources used when engaging customers




Range of Application

(where applicable)


Platforms over which customers may be engaged with must include:

Telephone Social media such as internet forums and social networks E-mail/mail

Organisational resources used when engaging customers must include: Stock lists Contact details of stockists Organisation policies (e.g. return and exchange policies) Customer complaint forms Product knowledge databases Standard Frequently Asked Questions (FAQs) supplied by organisation Customer Relationship Management (CRM) databases

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Skill Code SVCF-CS-102C-1



N/A

Skill Project a Positive and Professional Image

Skill Description

This skill describes the ability to project a professional image when serving customers. It also includes equipping oneself with a positive and customer-oriented mind-set to impress and wow customers in their day-to-day engagement.




Impact of one’s professional image and persona on the organisation Methods to project a professional image and persona Principles of effective communication Non-verbal communication skills Types of customers



The ability to:

Recognise the impact of one’s professional image and persona on the organisation

Project a professional image and persona in accordance with organisational guidelines

Communicate professionally with customers in accordance with organisation’s guidelines


It refers to the ability to generate purposive ideas to improve work

N/A




performance and/or enhance business values that are aligned to organisational goals.



The ability to:

Adhere to professional codes of conduct when projecting a professional image

Learning to Learn


The ability to:

Monitor others’ reactions to own professional image by obtaining verbal and non-verbal feedback from customers, peers and supervisors





(where applicable)


A professional image is the set of qualities and characteristics that represent perceptions of one’s competence as judged by customers, superiors, subordinates and colleagues.

Persona may be defined as the conduct of one at work which characterizes the organisation.

Impact of one’s professional image and persona on self and the organisation must include: Increased customer confidence in the organisation’s product or services Increased customer retention and loyalty Enhancing brand value of organisation’s product or services Positive first impression of the organisation Positive associations with the organisation’s product brand

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Skill Sub-Category(where applicable) N/A

Skill Provide Go-the-Extra-Mile Service

Skill Description

This skill describes the ability to provide go-the-extra-mile service to exceed customer expectations and create a positive customer experience. It also includes demonstrating the qualities and characteristics of a service professional and escalating feedback on areas of improvement to enhance the customer experience.




Types of customers Customer needs and expectations Qualities and characteristics of a service professional Importance of go-the-extra-mile for service to oneself and the

organisation Methods to exceed customer expectations Principles of effective communication Methods to escalate areas of improvement to enhance customer

experience



The ability to:

Recognise the diverse range of customers and their needs and expectations

Demonstrate the qualities and characteristics of a service professional when delivering go-the-extra-mile service to exceed customer expectations

Create a positive customer experience by offering customized and personalized service in accordance with organisation guidelines


The ability to:

Escalate feedback through appropriate channels on areas of Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1.

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improvement to enhance the customer experience



The ability to:

Empathise with customers’ needs to exceed customers’ expectations to create a positive customer experience

Demonstrate customer-friendly communication principles in go-the-extra-mile interactions with customers

Learning to Learn


The ability to:

Seek customer’s feedback on service delivery to improve own performance in providing go-the-extra-mile service


(where applicable)


Customer expectations may be defined as the perceived value customers seek from the purchase of a good or service and must include:

Reliability Quality of product/service Safety of product/service Performance of product/service Aesthetic appearance of product/service Comfort of product/service Durability of product/service




Qualities and characteristics of a service professional must include: Ability to work with diverse team members Good communication skills Integrity Positive attitude Flexible and ability to adapt to provide service to a diverse range of

customers Proactive in seeking out unmet needs of customer Consistent service Initiative Customer-first mind-set

Go-the-extra-mile service is defined as service that exceeds both internal and external customer expectations and must include: Being aware of the different customer’s needs before approaching

customers Offering alternate solutions to customers Providing value-add services to customers (e.g. calling another store in

the area to see if that product is available) Suggesting alternate choices to customers when preferred choices are

not available

Establishing rapport with customers to build relationships with customers who frequent the establishment

Following up with customers on unanswered questions

Customer experience is the sum of all experiences a customer has with an organisation and its product or service. A positive customer experience makes the customer feel happy, satisfied, justified, valued, served and cared for throughout their relationship with the organisation. The ability to deliver a positive customer experience enhances customer loyalty and retention.

Methods to offer customised and personalised service must include: Balancing time spent with one customer against the needs of other

customers Treating customers as individuals Varying personal approaches in response to customer attributes such

as being patient with older customers and being sensitive when handling customers from different cultural backgrounds

Acceding to customer’s special requests according to organisational guidelines such as extending warranty period

Up-selling products or services by offering the customer the opportunity to purchase additional item

Cross-selling products or services by offering the customer additional options to complement their purchase




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Skill Respond to Service Challenges

Skill Description

This skill describes the ability to respond to challenging service situations through the use of appropriate verbal and non-verbal communication techniques. It also includes recognising triggers which may lead to service challenges, use of service recovery procedures to respond to the challenges and escalating unresolved service challenges.




Types of triggers in the service environment Types of service challenges Importance of responding to service challenges Principles of effective communication Method to escalate service challenges Service escalation channels Resilience and methods to demonstrate resilience



The ability to:

Use service recovery procedures to respond to service challenges in accordance with organisation guidelines

Escalate unresolved service challenges using appropriate channels in accordance with the organisation’s guidelines

Demonstrate resilience in the handling of service challenges






The ability to:

Strive for win-win outcomes when handling service challenges Identify and suggest areas of improvement that may arise out of service

challenges



The ability to:

Empathise with customers while facing service challenges to prevent situation from escalating

Learning to Learn


The ability to:

Keep abreast of latest products and services and service delivery procedures to avoid creating service challenges

Reflect on own handling of service challenges to improve performance in future situations

Monitor own service delivery to avoid creating situations that may give rise to service challenges


(where applicable)


Triggers may be defined as causes of an event or situation that may lead to service challenges.

The service environment may be defined as the workplace where products or services are sold or delivered. It includes the shop-front, back-room operations or store.

Triggers in the service environment must include:

Un-trained service staff Poor attitude of staff Lack of urgency to resolve complaints and feedback Long waiting times and queues




Unresolved issues or problems Poor response to information requested Un-informed staff Lack of communication Lack of availability of product Poor product or service quality

Service challenges must include: Customer complaints on products or services Negative feedback from customers on service delivery

Service recovery is a procedure for dealing with customers’ service challenges. It must include: Listening to the customer to identify the cause of the service challenge Using verbal and non-verbal communication to address service

challenge Apologising to the customer immediately Taking immediate action to resolve the situation Showing empathy Conducting follow-up with customer

Resilience may be defined as the process and experience of being disrupted by change, opportunities, stressors and adversity, and, after introspection, accessing strengths to grow stronger through disruption.

Methods to demonstrate resilience must include: Developing coping skills to deal with stress of change, opportunity,

stress or adversity Building on actions and focusing on outcomes Practicing realistic optimism and remaining hopeful under pressure Developing strong support systems in or outside the workplace

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Skill Code FSS-FBP-2046-1.1

Skill Category Food and Beverage Production

Skill Sub-Category (where applicable)

N/A

Skill Maintain Quality Control Procedures

Skill Description

This skill describes the ability to maintain quality control procedures in food and beverage operations. It also includes following quality control guidelines, food and beverage hygiene and safety guidelines, portion control guidelines, maintaining quality control of food products and demonstrating plating/presenting food.




Guidelines and requirements on quality control, food safety and hygiene and portioning for food preparation

Indicators of food freshness and quality Importance of labelling Impact of loss due to low-quality food on operations Impact of personal hygiene on food safety and quality Importance of cleansing and sanitising food storage areas

and preparation equipment Causes of foodborne illnesses Impact of portioning on food cost and operations Importance of customer service and customer service

policies Differences between religious dietary customs and

requirements Common food allergies Medical diet alternatives Control measures to minimise cross-contamination Importance of consistency between menu items and final

products Purpose of plating and garnishing and the impact on

customer's perception of quality Required documentation for quality control and food safety

and hygiene


The ability to:

Execute and maintain standards according to quality control





guidelines Maintain the safety and hygiene level for food products,

equipment and storage areas Control food portioning according to guidelines Demonstrate quality plating and/or presenting of food Complete documentation on quality control and safety and

hygiene Explain and serve customers with knowledge of food, menu

and diets in accordance with organisational procedures and recipes, food and Workplace Safety and Health requirements



The ability to:

Suggest ways to maintain quality of products and/or ingredients

Share feedback on current preparation process



The ability to:

Comply with food handling legislative requirements to meet quality standards

Build rapport with customers Build rapport with co-workers and/or supervisor to achieve

organisational objectives Demonstrate trust, respect and support towards co-worker

and/or supervisor in daily activities to achieve organisational objectives

Demonstrate integrity and ethical behaviour at the workplace Demonstrate cultural, religious and gender sensitivity

Learning to Learn


The ability to:

Engage in self-reflection to improve on quality of task assigned

Evaluate own strengths and weaknesses to improve skills and knowledge

Accept feedback from co-worker and/or supervisor in a considerate and constructive manner

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




supervisor Understand the brand values and standards and apply the

brand standards in day to day work Monitor own output to ensure consistency is maintained


(where applicable)


Food safety and health requirements must include:

National Environment Agency (NEA) Environmental Public Health (Food Hygiene) Regulations

Workplace Safety and Health Regulations under the WSH Act

Hazard Analysis and Critical Control Points management system (HACCP)

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

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Skill Code FSS-FBS-2001-1.1

Skill Category Food and Beverage Service


Service

Skill Interact and Serve Food and Beverage Customers

Skill Description

This skill describes the ability to apply the knowledge and skills in interacting with and serving Food and Beverage (F&B) customers. It also includes seating customers, taking orders, serving food and beverage, presenting bills and assisting customers with departure.




Importance of personal grooming and hygiene Characteristics of positive attitude and good posture Body language and non-verbal cues Process for seating customers Sequences of taking food and beverage orders Sales techniques Food and beverage product knowledge and different dietary

requirements Importance of understanding bar terms, terms of common

mixed drinks and shorthand notations of drinks Methods of communicating orders with production or kitchen

staff Types, handling methods and table placements of tableware

required for different dishes and beverages Importance of checking orders for accuracy and quality

before delivering food to customers Methods of presenting food and beverages to customers Importance of performing service checks and table

maintenance Guidelines for handling customer’s feedback and/or

complaints, presenting bills and assisting with their departure Techniques for service recovery Guidelines for handling customer’s personal data Legislative requirements


It refers to the ability to

The ability to:

Practise personal grooming and hygiene Display positive attitude and good posture when interacting




perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work.

with customers Welcome and seat customers Recommend menu items and take food and beverage orders

from customers in accordance with customer’s dietary requirements and preferences

Set cutlery, crockery and glassware on table Serve food and beverages Monitor customers’ needs during meals Handle customer’s feedback and/or complaints Present bills to customers and assist with their departure in

accordance with organisational procedures



The ability to:

Suggest ways to maintain service quality and improve customers satisfaction

Share feedback on current service processes with reference to organisational procedures and customers’ feedback

Recommend ways to create a memorable dining experience for customers



The ability to:

Comply with legislative requirements Build rapport with customers and co-workers Communicate with co-workers and/or supervisors to achieve

organisational objectives Demonstrate trust, respect and support towards co-workers

and/or supervisors in daily activities to achieve organisational objectives

Demonstrate integrity and ethical behaviour at the workplace

Learning to Learn


The ability to:

Accept feedback from co-workers and/or supervisors in a considerate and constructive manner

Engage in self-reflection to improve on quality of tasks assigned


Identify available opportunities to learn from co-workers and/or supervisors





(where applicable)







Liquor Control (Supply and Consumption) Act

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Standards and Guidelines

Skill Maintain Food and Beverage Service Environments

Skill Description

This skill describes the ability to apply the knowledge and skills in maintaining the food and beverage service environment. It also includes cleaning, wiping and resetting tables, maintaining carpets and floors, monitoring food service areas, and performing closing duties.




Methods of clearing tableware and service items Safe and efficient methods of loading and carrying trays Procedures for resetting tables Procedures for checking and restocking serving stations Importance of maintaining clean and safe floors and carpets

and serving stations Importance of recycling and eco-friendly features Potential hazards and how to rectify them Procedures for closing duties Importance of turning off electrical equipment at closing Legislative requirements



The ability to:

Clear tableware and service items neatly and with minimal noise

Load, carry and place soiled tableware and service items in collection area

Reset tables Perform housekeeping and waste disposal Check and restock items at serving stations Handle and report potential hazards Shut off electrical equipment in accordance with

organisational procedures


The ability to:





Observe and identify non-compliance to organisational procedures

Suggest ways to maintain the standards of hygiene and cleanliness in the service environment

Share feedback on current workplace safety and security processes with reference to organisational procedures and legislative requirements



The ability to:

Comply with legislative requirements Communicate with co-workers and/or supervisors to achieve




Learning to Learn


The ability to:






(where applicable)



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




Liquor Control (Supply and Consumption) Act




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Singapore







Service Preparation

Skill Prepare for Service (Mise En Place)

Skill Description This skill describes the ability to check set-ups of outlets, prepare mise en place for service and set tables.




Types and uses of tools and equipment in food and beverage outlets

Importance of attending staff briefings to obtain updated operations related business information

Importance of maintaining the cleanliness and overall appearance of outlets

Importance, and ways, of raising discrepancies during preparation for service

Methods of using internal requisition systems Importance of checking and preparing service items for

service Types of condiments and how to store and display them in

designated areas Types and uses of cleaning solutions to maintain cleanliness

and neatness of service areas Types of table top items and tableware, and how to set them

up for service Types of table and chair arrangements within serving areas Importance of setting up service environments in time for

service operations


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:

Check cleanliness and condition of furniture, fittings, floors and wall surfaces in service areas

Check and discard expired condiments and damaged service items

Clean, replenish and place service items in designated areas Replenish condiments




changes at work. Clean and set up service stations and tables, in accordance

with organisational procedures and recipes, food and Workplace Safety and Health requirements



The ability to:

Suggest ways to maintain the standard of hygiene and cleanliness in the service areas

Share feedback on current workplace safety and security processes, with reference to organisational procedures and legislative requirements

Recommend ways to improve work efficiency



The ability to:

Comply with legislative requirements Communicate with co-workers and/or supervisors to achieve




Learning to Learn


The ability to:






(where applicable)



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







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Singapore




Skill Code ES-FSI-109G-1

Skill Category Infocomm Technology


N/A

Skill Use Essential Features of a Computer

Skill Description

This skill describes the ability to operate a computer. It also includes using operating system functions, managing documents, files and folders, protecting a computer from malware and viruses and protecting personal and environmental well-being when using a computer.




Concepts of Information and Communication Technology (ICT) Concepts relating to computer hardware Concepts relating to software and licensing Concepts relating to desktop and icons Practices to protect personal well-bring when using a computer or

device Practices to protect environmental well-being when using a

computer or device Concepts relating to file management, file transfer, file storage

and compression Concepts of network and network access Concepts of Internet, Intranet and Virtual Private Network Concepts relating to data and device protection Concepts of malware



The ability to:

Operate a computer according to requirements using appropriate functions in an operating system

Create and edit a document according to requirements using basic functions in a word processing application

Manage a print job according to requirements using appropriate functions and procedures

Manage files and folders in a computer according to requirements using appropriate file management functions

Connect a computer to a network according to the required mode of connection






The ability to:

Use available options to enhance accessibility for users with physical impairment



The ability to:

Protect a computer or device from malware and viruses by applying appropriate security measures

Learning to Learn


The ability to:

Update one's computer skills by subscribing to diverse learning channels and participating in peer review platforms


(where applicable)


N/A




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ES-FSI-109G-1 4-Aug-17 Initial Version SSG




Skill Code ES-FSI-112G-1

Skill Category Infocomm Technology


N/A

Skill Use Primary Functions and Applications of a Tablet

Skill Description

This skill describes the ability to apply basic knowledge and skills to operate a tablet. It also includes performing common operations, applying settings and securing a tablet, using a secure wireless network and setting up online accounts, using a web browser to search and bookmark webpages, working with images and videos, managing applications as well as storing data in a tablet




Features of a tablet Common operations in a tablet Tools and settings in a tablet Concepts relating to tablet security Concepts relating to network connections in a tablet Concepts relating to account creation in a tablet Concepts relating to using of web browser in a tablet Concepts relating to image and video management Concepts relating to application management Concepts relating to storage management



The ability to:

Operate and secure a tablet by applying appropriate functions and security measures

Use a secure wireless network to set up online accounts for different services according to requirements using primary functions and procedures

Use a web browser to browse, search and bookmark webpages according to requirements using primary functions and procedures

Manage images and videos in a tablet according to requirements using primary functions and procedures

Manage applications in a tablet according to requirements using primary application management functions

Store data in a tablet according to requirements using primary storage functions






The ability to:

Enhance utility of tablets by connecting to other devices such as computers, printers and video players



The ability to:

Seek assistance and guidance from peers on difficulties and problems faced when using a computer or device

Learning to Learn


The ability to:

Develop good practices in checking and previewing documents, worksheets and messages


(where applicable)


N/A




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Skill Code FSS-INO-2001-1.1

Skill Category Innovation


Skill Cultivate a Productivity and Innovative Mind-set

Skill Description This skill describes the ability to identify and apply techniques and tools for potential productivity improvement at workplace.




The concept and definition of productivity Importance of productivity for business and employees Components of a productivity framework Internal and external factors affecting productivity

improvement Methods of measuring staff productivity and performance Types of tools and techniques for productivity improvement



The ability to:

Explain the concept of productivity to staff Identify energiser for productivity based on productivity

mindset Recognise needs in employees' development and

organisational goals for productivity improvement Apply techniques and tools for potential productivity

improvements Measure and improve productivity in various work areas, in

accordance with organisational procedures and recipes, food and Workplace Safety and Health requirements


It refers to the ability to generate purposive ideas to improve work performance and/or enhance business

The ability to:

Identify areas of improvement in productivity processes




values that are aligned to organisational goals.



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


The ability to:

Identify gaps in learning and select approach to close the learning gap and improve on quality of task assigned

Provides feedback to co-worker and/or supervisor in a considerate and constructive manner

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

Identify available opportunities to learn from co-worker and/or supervisor for ownself and suggest opportunities for subordinates

Ensure that others understand and apply the brand standards Be a role model for subordinates to adopt the brand

standards Develop SOPs which ensure consistency in work output Monitor others to ensure that consistency is maintained in

their work output


(where applicable)










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Skill Code SVCF-LS-101C-1

Skill Category Leadership


N/A

Skill Demonstrate the Service Vision

Skill Description

This skill describes the ability to recognise the role and impact that one plays in demonstrating the organisation’s vision, mission and values. It also includes suggesting ways to improve service delivery and monitoring own performance to enhance service delivery standards.




Organisation’s vision, mission and values Organisation’s code of conduct in service delivery Methods to demonstrate service delivery in line with the organisation’s

vision, mission and values Role one plays in contributing to the organisation’s vision, mission and

values Significance and impact that one has on the organisation’s service

value chain and service standards Methods to monitor own performance



The ability to:

Demonstrate service delivery in accordance with the organisation’s vision, mission and values


It refers to the ability to

The ability to:

Recognise the significance and impact that one has on the organisation’s service value chain and service standards




generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals.

Suggest ways to improve service delivery that may value-add to the organisation’s service value chain and increase service standards



The ability to:

Adhere to organisation’s professional code of conduct in service delivery

Learning to Learn


The ability to:

Monitor own performance to ensure consistency with the organisation’s vision, mission and values

Obtain feedback to improve own service delivery performance through feedback from peers, supervisors and customers


(where applicable)


An organisation’s service value chain is made up of multiple stakeholders at different levels, all of whom have a part to play within the organisation in upholding the organisation’s service standards.




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Skill Code SVCF-PP-101C-1

Skill Category People and Relationship Management


Skill Work in a Diverse Service Environment

Skill DescriptionThis skill describes the ability to apply emotional intelligence and handle diversity in a service environment. It also includes demonstrating inclusiveness and resilience when faced with challenges.




Importance of inclusiveness when working in a diverse service environment

Types of diversity markers Diversity challenges and opportunities Aspects of emotional intelligence Methods to demonstrate resilience Methods to monitor own actions in handling diversity



The ability to:

Demonstrate resilience when faced with challenges in a diverse service environment






The ability to:

Translate different perspectives on diversity from colleagues into ideas that may add value to organisation’s service delivery



The ability to:

Apply emotional intelligence when interacting with team members and customers in a diverse service environment

Deliver service in line with organisation’s service standards to a diverse range of customers

Learning to Learn


The ability to:

Monitor own actions in handling diversity in the service environment to hone own ability to handle diversity





(where applicable)


Inclusiveness is defined as showing respect for people from diverse backgrounds.

Emotional intelligence may be established as the ability to identify, assess, and control the emotions of oneself, of others, and of groups.

Aspects of emotional intelligence must include:

Knowing one’s emotions Managing one’s emotions Motivating oneself Recognising and understanding others’ emotions Managing relationships through use of Emotional Intelligence

Resilience may be defined as the process and experience of being disrupted by change, opportunities, stressors and adversity, and, after introspection, accessing strengths to grow stronger through disruption.

Methods to demonstrate resilience must include: Developing coping skills to deal with stress of change, opportunity,

stressor or adversity Building on actions and focusing on outcomes Practicing realistic optimism and remaining hopeful under pressure Developing strong support systems in or outside the workplace

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SVCF-PP-101C-1 1-Sep-16 Initial Version WDA




Skill Code SVCF-PL-101C-1

Skill Category Planning and Implementation


Skill Implement Operations for Service Excellence

Skill Description

This skill describes the ability to deliver service as part of a team and escalate issues that may impact an organisation’s service standards. It also includes recognising one’s role in the organisation’s service value chain and acquiring information that is commonly sought by customers.




Importance of one’s role in the service value chain Sources of information commonly sought by organisation’s customers Principles of effective team communication Organisation’s service standards Effective communication skills Types of service performance issues Organisation’s service escalation process Channels to identify service performance issues


The ability to:

Recognise the role that one plays in the service value chain Deliver service as part of a team according to the organisation’s service

standards Recognise opportunities and take initiative to assist colleagues in

service delivery






The ability to:

Recognise and escalate service performance issues that affect the organisation’s service standards 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:

Adhere to organisation’s professional code of conduct in service delivery

Share information commonly sought by organisation’s customers with colleagues to enhance the team’s performance in service delivery

Learning to LearnIt refers to the ability to develop and improve one’s self within and outside of one’s area of work.

The ability to:

Acquire information commonly sought by organisation’s customers to enhance own ability to deliver service

Range of Application An organisation’s service value chain is made up of multiple stakeholders at different levels, all of whom have a part to play within the organisation in upholding the organisation’s service standards.

Service performance issues may be identified through the following channels:

Customer feedback Observation of the service environment Mystery shopping results report

(where applicable)





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SVCF-PL-101C-1 1-Sep-16 Initial Version WDA




Skill Code FSS-WSH-2001-1.1

Skill Category Workplace Safety and Health


N/A

Skill Provide Safety and Security for Customers

Skill Description

This skill describes the ability to provide safety and security for customers. It also includes following safety and security practices, responding to emergencies, providing lost-and-found services and protecting the privacy of customers




Importance of being prepared for safety and security incidents

Safety, security and emergency procedures Preventive actions and the resultant reduction in risks to self,

co-workers and/or customers Importance of protecting people and properties Procedures for handling distressed customers Importance of knowing how to respond to different types of

emergencies Importance of responding, and being sensitive, to customers'

concerns Importance of maintaining customer confidentiality Lost-and-found procedures Importance of recording incidents in a report or log book



The ability to:

Operate relevant emergency tools and equipment Ensure exits, traffic lanes, public areas and stairways are

kept clear of obstacles and potential hazards Take appropriate actions for different types of safety or

security problems Assist customers with safety or security concerns Assist in emergency service procedures Assist customers on lost-and-found cases Record and maintain information in incident report or log

book






The ability to:

Share feedback on current process



The ability to:

Comply with food handling legislative requirements to meet quality standards

Build rapport with customers Build rapport with co-workers and/or supervisor to achieve

organisational objectives Demonstrate trust, respect and support towards co-worker

and/or supervisor in daily activities to achieve organisational objectives

Demonstrate integrity and ethical behaviour at the workplace Demonstrate cultural, religious and gender sensitivity

Learning to Learn


The ability to:

Engage in self-reflection to improve on quality of task assigned


Accept feedback from co-worker and/or supervisor in a considerate and constructive manner

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

Understand the brand values and standards and apply the brand standards in day to day work

Monitor own output to ensure consistency is maintained


(where applicable)

It refers to the critical circumstances and contexts that the skill







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


FSS-WSH-2001-1.1 4 August 2017 Initial VersionSSG and SPRING

Singapore




Skill Code FSS-WSH-2002-1.1

Skill Category Workplace Safety and Hygiene


Quality and Hygiene standards

Skill Follow Food and Beverage Safety and Hygiene Policies and Procedures

Skill Description

This skill describes the ability to follow food and beverage safety and hygiene policies and procedures. It also includes practising good personal hygiene, using safe ingredients, handling food safely, storing food safely and maintaining the cleanliness and upkeep of utensils, equipment and service or storage areas.




Regulations and standards on food and beverage hygiene Importance of good personal hygiene practices Impact of good personal hygiene on prevention of foodborne

illnesses Hand-washing procedures Importance of working only when in good health Importance of using ingredients from approved sources Impact of safe defrosting to prevent contamination Importance of preventing cross-contamination Common preventive measures for cross-contamination Considerations for handling high-risk foods Considerations for handling ready-to-eat foods Importance of maintaining food hygiene during food

transportation Importance of separating and labelling meat grinders used for

processing different types of meat and poultry Effects of temperature on germ growths in food Importance of holding and storing food at proper

temperatures Importance of maintaining proper storage conditions Importance of labelling ingredients (unused and partially

used), food (partially cooked and cooked) and equipment Importance of ensuring that food products and items used in

food preparation and service are stored away from potential sites of contamination

Importance of stock rotation, such as First Expire, First Out




(FEFO) or First In, First Out (FIFO) systems Importance of using correct procedures during cleaning Importance of using clean and safe utensils and equipment to

prepare food Importance of keeping premises clean to prepare food safely Impact of good waste management Importance of effective pest control at food retail

establishments, food establishments, slaughter houses and/or food manufacturing facilities



The ability to:

Practise good personal hygiene Use safe ingredients Handle food safely Store food safely Maintain cleanliness of utensils, equipment and service or

storage areas in accordance with organisational procedures and recipes, food and Workplace Safety and Health requirements



The ability to:

Suggest food and beverage safety and hygiene improvements and/or corrective actions to meet regulatory and/or organisational requirements



The ability to:

Communicate with co-workers and/or supervisors to achieve organisational objectives

Learning to Learn The ability to:





Follow up on constructive feedback from co-workers and/or supervisors

Update knowledge and skills on good food and beverage safety and hygiene


(where applicable)


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 Sale of Food Act and its Subsidiary Legislation

Wholesome Meat and Fish Act and its Subsidiary Legislation Agri-Food and Veterinary Authority of Singapore licensing

conditions for food establishments and slaughter houses

Version Control


FSS-WSH-2002-1.1 4 August 2017 Initial VersionSSG and SPRING

Singapore




Definitions of the Five (5) Domains

Domain Definition


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 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 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 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.


Documents

· Web viewThis skill describes the ability to follow food and beverage safety and hygiene policies and procedures. It also includes practising good personal hygiene, using safe