SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR
SOMMELIER
Occupation: Sommelier
Occupation Description:
The Sommelier manages the wine service and is responsible for ordering, receiving, inventory, organizing and selling wine for all departments, overseeing all wine purchases, cost management and the Wine Committee duties (minutes, wine of the month selection, introduction of new vendors, wineries, etc.). This includes assisting customers during the dinner service with wine recommendations and selection for perfect pairing with their dinner, decanting of the wine and ensuring customers satisfaction by assisting the Head Sommelier in delivering quality and variety of wines and wine services.
He/She must be passionate about wine, possess superior people skills and able to relate to people from all over the world, good communication, selling and numerical skills, possess a strong willing to work as part of a team, strong commitment to customer service.
He normally work a shift system, including evenings, weekends and holidays. He is expected to stay on after the establishment has closed and may work until the early hours of the morning.
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.
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The skills expected of the Sommelier 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
Food and Beverage Service
8. Manage Cost and Quality Controls9. Analyse Alcoholic Beverage Business10. Manage Customer Service11. Manage Wine Business12. Prepare and Serve Wine13. Understand Cuisines and Cultures of the World14. Understand New World Wine Producing Countries15. Understand Old World Wine Producing Countries16. Understand Sparkling, Sweet and Fortified Wines17. Understand Viticulture, Vinification and Wine packaging
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Information and Results 18. Analyse Service Quality and Customer Satisfaction
Innovation19. Contribute to Innovation Processes within Own Scope of
Work in the Business20. Foster Service Innovation
Leadership 21. Lead with Service Vision
People and Relationship Management
22. Manage Cross Functional and Culturally Diverse Teams23. Optimise Workforce for Service Excellence
People Development
24. Conduct Staff Performance Assessment Process25. Develop and Motivate Team Members through Capability
Development26. Manage Training
Personal Management and
Development
27. Develop Self to Maintain Professional Competence at Managerial Level
Planning and Implementation
28. Administer Purchasing and Receiving Procedures29. Implement Loss/Risk Prevention30. Provide Information for Management Decision Making
Project Management 31. Implement Project Administration Processes
Risk Management
32. Facilitate Compliance with Legislative and Regulatory Requirements
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33. Manage Compliance with Food and Beverage Hygiene Policies and Procedures
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Skill Code ES-ACE-402G-1
Skill Category Analytical, Conceptual and Evaluative
Skill Sub-Category(where applicable)
N/A
Skill Solve Problems and Make Decisions at Managerial Level
Skill Description
This skill describes the ability to examine the causes of performance deficiency and its impact on an organisation. It also includes managing team dynamics to identify and address performance deficiency.
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:
Advantages and disadvantages of the various methods to collect relevant and current information on organisational performance standards and quality control policies
Sources of information to identify performance deficiency Advantages and disadvantages of the various methods to identify
performance deficiency Types of analytical tools and techniques and their application in
the problem- solving and decision-making process Principles of group dynamics and teamwork and techniques to
manage team dynamics Types of decision-making models for arriving at the preferred
solution and their features Factors affecting the effectiveness of an implementation plan Tools and techniques to identify performance deficiency or cause
of failure in implemented solution and implementation plan and their features
Advantages and disadvantages of various ways to formalise implemented solution as part of current Standard Operating Procedures (SOPs)
Organisational procedures for amending and disseminating SOPs
Application and Adaptation
The ability to:
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Collect relevant and current information on organisational performance standards and quality control policies
Identify the types of performance deficiency and examine the causes and their impact on organisation-related aspects
Identify the root causes of the problems with team members using appropriate group facilitation techniques
Determine a preferred solution using appropriate methods and draw up an implementation plan to implement the solution at the workplace
Formalise implemented solution as part of the organisation’s current standard operating procedures
Evaluate the effectiveness of the implemented solution and implementation plan using appropriate techniques and criteria
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.
Innovation and Value Creation
The ability to:
Generate creative ideas using appropriate idea generation and group facilitation techniques
Shortlist the most viable ideas based on a set of pertinent criteria using appropriate problem-solving and decision-making techniques and tools
Evaluate the impact of shortlisted ideas using appropriate problem-solving and decision-making techniques and tools
Develop a corrective action plan for any shortfalls identified in the implemented solution and conduct a follow-up review of modifications made
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:
Manage team dynamics and differing opinions through the use of conflict management techniques It refers to the ability to
use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.
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Learning to Learn The ability to:
Reflect on own strengths and weaknesses and its impact in solving problems and making decisions
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.
Version Control
Version Date Changes Made Edited by
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Skill Code BM-BCM-304E-1
Skill Category Business Continuity Management
Skill Sub-Category(where applicable)
N/A
Skill Execute Crisis Management Plan
Skill Description
This skill describes the ability to execute crisis management plan. It also includes coordinating crisis response and recovery activities, executing individual roles during disruptive events and validating crisis management plan.
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:
Crisis management plan, including crisis response and recovery activities
Critical business functions Business continuity plans Emergency control exercises
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:
Assist in the coordination and integration of crisis response and recovery activities in accordance with recovery and business continuity plans to respond to disruptive events
Execute individual roles within the crisis management plan to respond to disruptive events
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
The ability to:
Participate in the organisation’s emergency control exercises to validate and make improvements to the crisis management plan to ensure organisational readiness
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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 own emotions to maintain composure and display self-confidence and resilience when dealing with challenges in a crisis situation
Respond appropriately to negative emotional cues of organisation members during a crisis situation to 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 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
Version Control
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Skill Code BM-BN-301E-1
Skill Category Business Negotiation
Skill Sub-Category(where applicable) N/A
Skill Apply Basic Negotiation Skills and Techniques
Skill Description
This skill describes the ability to apply basic negotiation skills and techniques to achieve organisation’s desired position in a negotiation. It also includes identifying negotiation outcomes and responsibilities, preparing background information and documenting negotiation.
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:
Negotiation objectives Context of negotiation Social and cultural differences which may affect negotiations Interpersonal skills Communication and conflict resolution techniques Relevant precedents Components of minutes
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 negotiation outcomes in commercial situations to establish organisation’s desired position in the negotiation
Identify roles and responsibilities needed to support negotiation objectives
Prepare relevant background information to understand other parties’ position
Use negotiation processes and techniques to assist in achieving desired negotiation outcomes
Record negotiations for evaluation and documentation purposes
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 opportunities to strive for negotiation outcomes to add value to the organisation
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Social Intelligence and Ethics
It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.
The ability to:
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:
Engage in self-reflection to identify own areas for improvement in negotiation techniques
Improve own negotiation techniques by subscribing to learning channels and participating in review platforms with supervisors and peers to enhance own negotiation skills
Range of Application
(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
N/A
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Version Control
Version Date Changes Made Edited by
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Skill Code BM-COM-404E-1
Skill Category Communications
Skill Sub-Category(where applicable) N/A
Skill Articulate and Discuss Ideas
Skill Description
This skill describes the ability to articulate and discuss ideas. It includes selecting, reviewing and refining approaches to communicate ideas, identifying and implementing specific ways to encourage responses, substantiating and challenging viewpoints, as well as exchanging ideas to reach intended 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:
Factors to consider when selecting best approaches to communicate ideas
Modes of communication Techniques of engaging others
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:
Select appropriate approaches to communicate ideas in an effective manner to achieve intended outcomes
Identify and implement specific ways to encourage responses from communicating parties
Substantiate or challenge viewpoints using a logical approach to achieve intended outcomes
Exchange ideas until outcomes are reached to ensure agreement from communicating parties
Innovation and Value Creation
It refers to the ability to generate purposive ideas to improve work performance and/or enhance business
The ability to:
Review and refine approaches to communicate ideas to improve communication process and outcomes
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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 articulating and discussing ideas to ensure individual views are acknowledged and addressed
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 own ability to articulate and discuss ideas
Improve own ability to articulate and discuss ideas by subscribing to diverse learning channels and participating in review platforms with peers and supervisors to ensure continuous learning
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
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BM-COM-404E-1 4 August 2017 Initial Version SSG
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Skill Code FSS-FBS-4003-1.1
Skill Category Food and Beverage Service
Skill Sub-Category (where applicable)
Skill Coordinate Food and Beverage Service
Skill DescriptionThis skill describes the ability to implement service standards, food and beverage hygiene and safety guidelines, staff scheduling and supervise food and beverage service teams
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:
Service standards of the organisation Techniques of coaching, mentoring and giving feedback Methods to maintain food hygiene standards Maintenance of workplace hygiene and impact on foodborne
illness Implications and definitions of contamination and cross-
contamination Process of conducting on-the-job trainings for staff Considerations for handling high-risk foods Strategies and conditions to apply different service styles
(e.g. plate, platter, family, take-away) Importance of menu knowledge including preparation
methods and ingredients
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:
Implement service standards within the organisation Take corrective actions of guest dissatisfaction events Provide feedback for changes to service standards and
provide inputs for ongoing changes to outlet procedures Schedule and complete scheduling documentations based on
operational needs Ensure safety and hygiene of final products, and working
place Identify signs of pest infestations and carry out follow-up
actions Ensure outlet cleanliness and appearance is maintained Train, coach and mentor staff on service, safety and hygiene
standards in accordance with organisational procedures and recipes, food and Workplace Safety and Health requirements
Innovation and Value Creation
The ability to:
Identify areas of improvement in processes
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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:
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
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Range of Application
(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
Food safety and health requirements must include:
National Environment Agency (NEA) environmental Public Health (Food Hygiene) Regulations
Workplace Safety and Health Regulations under the WSH Act 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)
Liquor Control (Supply and Consumption) Act 2015
Version Control
Version Date Changes Made Edited by
FSS-FBS-4003-1.1 4 August 2017 Initial VersionSSG and SPRING
Singapore
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Skill Code FSS-FBS-4002-1.1
Skill Category Food and Beverage Service
Skill Sub-Category (where applicable)
Beverage
Skill Prepare and Serve Alcoholic Beverages
Skill Description
This skill describes the ability to prepare and serve alcoholic beverages. It also includes understanding the different types of glassware and tool, serving temperature and maintenance of the storage equipment
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 alcoholic beverages, their ingredients, classifications, characteristics, labelling terms and quality standards
Types of spirit and liqueur bases, garnishes and recipes Guidelines for analysing characteristics of spirits and liqueurs Growing areas and production processes of alcoholic
beverages Types and maintenance of equipment and tools used for
serving fermented beverages Techniques of preparing, dispensing and serving fermented
beverages Types of glassware and serving temperatures Serving styles for spirits and liqueurs Differences between generic and premium spirits Legislative requirements pertaining to handling, consumption
and labelling of alcoholic beverages
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:
Communicate the characteristics of spirits and liqueurs to customers
Serve alcoholic beverages Change beer kegs, and clean and flush draught lines Observe guidelines for consumption of alcoholic beverages in
accordance to The Liquor Control (Supply and Consumption) Act
Innovation and Value The ability to:
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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.
Suggest ways to maintain quality of beverage products Share feedback on current service processes with reference
to organisational procedures Recommend methods for increasing personal productivity
Social Intelligence and Ethics
It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.
The ability to:
Comply with legislative requirements Build rapport with customers and co-workers Persuade customers to observe responsible alcohol
consumption 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
It refers to the ability to develop and improve one’s self within and outside of one’s area of work.
The ability to:
Accept feedback from co-workers and/or supervisors in a considerate and constructive manner
Engage in self-reflection to improve on quality of tasks assigned
Evaluate own strengths and weaknesses to improve skills and knowledge
Identify available opportunities to learn from co-workers and/or supervisors
Keep up-to-date on industry trends in the Food and Beverage sector
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Range of Application
(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
Food safety and health requirements must include:
National Environment Agency (NEA) Environmental Public Health (Food Hygiene) Regulations
Workplace Safety and Health Regulations under the WSH Act
Hazard Analysis and Critical Control Points management system (HACCP)
Relevant food regulations under the Agri-Food and Veterinary Authority of Singapore (AVA) (e.g. Sale of Food Act)
Liquor Control (Supply and Consumption) Act
Version Control
Version Date Changes Made Edited by
FSS-FBS-4002-1.1 4 August 2017 Initial VersionSSG and SPRING
Singapore
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Skill Code FSS-FBS-4001-1.1
Skill Category Food and Beverage Production
Skill Sub-Category (where applicable)
Beverage
Skill Prepare and Serve Wines
Skill DescriptionThis skill describes the ability to prepare and serve a range of sparkling, still, fortified and dessert wines. It also includes evaluating and recommending wines to match with dishes.
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:
Concepts of viniculture and terroir Components of grapes and basic steps of winemaking Storage conditions for wines and properties affecting aging of
wine Principles of wine production (vinification) and grape
cultivation practices (viticulture) in different parts of the world (Old and New World)
Basic techniques of sensory analysis (sight, small and taste) and evaluations (quality and maturity) of wines
Common sensory descriptors and aroma wheel for tasting notes
Guidelines for matching wines to seafood, meats, and cheeses and desserts
Types of wines and their classifications, characteristics, grape varieties, quality standards and causes of wine faults
Wine-related terms and wine labels Techniques of presenting, opening, decanting, and serving
wines Types of glassware and serving temperatures Key factors to consider when selling wine Legislative requirements pertaining to handling, consumption
and labelling of alcoholic beverages
Application and Adaptation
It refers to the ability to perform the work tasks and activities required of the occupation, and
The ability to:
Analyse, evaluate and document the characteristics of wines Recommend food and wine pairings Present, open, decant and serve wines Observe guidelines for consumption of alcoholic beverages in
accordance with The Liquor Control (Supply and
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the ability to react to and manage the changes at work.
Consumption) Act
Innovation and Value Creation
It refers to the ability to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals.
The ability to:
Suggest ways to maintain quality of wines Share feedback on current service processes with reference
to organisational procedures Recommend methods for increasing personal productivity
Social Intelligence and Ethics
It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.
The ability to:
Comply with legislative requirements Build rapport with customers and co-workers Persuade customers to observe responsible alcohol
consumption 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
It refers to the ability to develop and improve one’s self within and outside of one’s area of work.
The ability to:
Accept feedback from co-workers and/or supervisors in a considerate and constructive manner
Engage in self-reflection to improve on quality of tasks assigned
Evaluate own strengths and weaknesses to improve skills and knowledge
Identify available opportunities to learn from co-workers and/or supervisors
Keep up–to-date on industry trends in the food and beverage sector
Range of Application
(where applicable)
Food safety and health requirements must include:
National Environment Agency (NEA) Environmental Public
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It refers to the critical circumstances and contexts that the skill may be demonstrated.
Health (Food Hygiene) Regulations Workplace Safety and Health Regulations under the WSH
Act Hazard Analysis and Critical Control Points management
system (HACCP) Relevant food regulations under the Agri-Food and Veterinary
Authority of Singapore (AVA) (e.g. Sale of Food Act) Liquor Control (Supply and Consumption) Act
Version Control
Version Date Changes Made Edited by
FSS-FBS-4001-1.1 4 August 2017 Initial VersionSSG and SPRING
Singapore
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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 and manage the changes at work.
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,
grooming and attire, in accordance with organisational procedures and Workplace Safety and Health requirements
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Innovation and Value Creation
It refers to the ability to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals.
The ability to:
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
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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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-FBS-3006-1.1 4 August 2017 Initial VersionSSG and SPRING
Singapore
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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 and manage the changes at work.
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 Train, coach and mentor staff on product and service
knowledge
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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 Develop SOPs which ensure consistency in work output Monitor others to ensure that consistency is maintained in
their work output
Range of Application Food safety and health requirements must include:
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(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
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
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Skill Code FSS-FBS-5005-1.1
Skill Category Food and Beverage Service
Skill Sub-Category (where applicable)
Beverage
Skill Understand New World Wine Producing Countries
Skill DescriptionThis skill describes the ability to classify the major New World wine producing countries, and examine wine history, wine laws, growing regions, viticulture and winemaking in these countries.
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:
Major wine producing countries of the New World and major geographical elements that affect New World wine productions
Differences between New World and Old World wines History of winemaking in the New World countries Differences among individual New World countries' wine laws Geopolitical developments in New World countries and their
impact on wine companies Types of climatic conditions of major wine growing regions of
New World countries Types of grape varieties wine production and wine styles of
major wine growing regions in individual New World countries Methods of wine tasting and noting of the New World wines Labelling guidelines Types of information provided on wine labels and how they
differ across countries
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:
Classify major wine producing countries of the New World Discuss the significance of major geographic conditions that
affect New World wine production Differentiate wines of the Old World and New World Discuss the history of winemaking and regulations in the New
World Countries and how the production of wines are governed by laws in individual New World countries
Assess the effect of major geographic and climatic conditions that affect wine production in individual New World countries
Evaluate the types and characteristics of grape varieties of individual New World countries
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Relate geographical conditions, viticulture and winemaking to the wines of major wine growing regions of New World countries
Communicate information effectively to customers and staff Demonstrate product knowledge by effectively sharing
characteristics of various wines and making recommendations for 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:
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 Update constantly 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
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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
Food safety and health requirements must include:
National Environment Agency (NEA) Environmental Public Health (Food Hygiene) Regulations
Workplace Safety and Health Regulations under the WSH Act
Hazard Analysis and Critical Control Points management system (HACCP)
Relevant food regulations under the Agri-Food and Veterinary Authority of Singapore (AVA) (e.g. Sale of Food Act)
Liquor Control (Supply and Consumption) Act
Version Control
Version Date Changes Made Edited by
FSS-FBS-5005-1.1 4 August 2017 Initial VersionSSG and SPRING
Singapore
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Skill Code FSS-FBS-5004-1.1
Skill Category Food and Beverage Service
Skill Sub-Category (where applicable)
Beverage
Skill Understand Old World Wine Producing Countries
Skill Description
This skill describes the ability to classify the important wine producing countries of Europe, examine the European Union (EU) regulations related to wine classification and labelling, wine laws, growing regions, viticulture and winemaking in the Old World.
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:
Major wine producing countries of Europe and major geographical elements that affect European wine production
History of EU wine regulations, Protected Designation of Origin (PDO) classification, Protected Geographical Indication (PGI) classification, wine classification and EU labelling laws
Differences among individual European countries' wine laws Types of climatic conditions of major wine growing regions of
individual European countries Types of grape varieties, wine production and wine styles of
major wine growing regions in European countries Different characteristics of Old World wines Developments in European geopolitical situations and their
impact on wine companies Labelling guidelines Types of information provided on wine labels and how they
differ across countries
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:
Classify major wine producing countries in Europe Discuss the history of EU wine regulations and how the EU
regulations influence different national policies Relate the EU Protected Designation of Origin (PDO),
Protected Geographical Indication (PGI) and wine classifications to the classifications of individual countries
Assess the economic and non-economic value of EU labelling laws
Recognise the impact of individual country laws on wine
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production Assess the effect of general geographic conditions that
influence wine production in individual European countries Evaluate the types and characteristics of grape varieties of
individual European countries Relate geographical conditions, viticulture and winemaking to
the wines of major wine growing regions of individual European countries
Communicate and make recommendations regarding Old World wines to customers
Educate staff on Old World wines, in accordance with organisational procedures and recipes, food and Workplace Safety and Health requirements
Innovation and Value Creation
It refers to the ability to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals.
The ability to:
Analyse potential key areas (technical and/or business related) for process improvement and/or value creation to the organisation and suggest ways to adapt existing techniques drawing from personal experiences and feedback
Generate ideas to create new products
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
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Learning to Learn
It refers to the ability to develop and improve one’s self within and outside of one’s area of work.
The ability to:
Apply cognitive skills and/ or past experience to generate technical or business solutions in unfamiliar areas
Coach others to overcome constraints at work Update constantly learning in relevant work area to adapt to
changing environment Attempt to apply learnings from other areas of work Be a brand ambassador and “live” the brand Provide recommendations on changes to brand standards to
align with the evolving needs of the business and external environment
Ensure that there are standard procedures in place and consistency in work output is maintained
Range of Application
(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
Food safety and health requirements must include:
National Environment Agency (NEA) Environmental Public Health (Food Hygiene) Regulations
Workplace Safety and Health Regulations under the WSH Act
Hazard Analysis and Critical Control Points management system (HACCP)
Relevant food regulations under the Agri-Food and Veterinary Authority of Singapore (AVA) (e.g. Sale of Food Act)
Liquor Control (Supply and Consumption) Act
Version Control
Version Date Changes Made Edited by
FSS-FBS-5004-1.1 4 August 2017 Initial VersionSSG and SPRING
Singapore
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Skill Code FSS-FBS-5003-1.1
Skill Category Food and Beverage Service
Skill Sub-Category (where applicable)
Beverage
Skill Understand Sparkling, Sweet and Fortified Wines
Skill Description This skill describes the ability to analyse sparkling, sweet and fortified wines and their characteristics.
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, flavours and characteristics of sparkling, sweet and fortified wines
Types of grapes used for sparkling, sweet and fortified wines Major styles of sparkling and sweet wines made from each
grape varietal Different growing regions of grapes for sparkling, sweet and
fortified wines Production types of sparkling, sweet and fortified wines Importance of product knowledge and sales techniques Labelling guidelines Types of information provided on wine labels and how they
differ across countries
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:
Classify the types of sparkling, sweet and fortified wines, their origins and the grapes used to prepare them
Evaluate the flavours and characteristics of sparkling, sweet and fortified wines by tasting and note taking
Relate the production method to various international sparkling, sweet and fortified wines
Curate a good selection of wines that caters to different needs and preferences of the market
Make recommendations for customers on selection of sparkling, sweet and fortified wine
Guide and train staff on serving sparkling, sweet and fortified wines, in accordance with organisational procedures and recipes, food and Workplace Safety and Health requirements
Innovation and Value The ability to:
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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.
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 Update constantly 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)
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 Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1.
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It refers to the critical circumstances and contexts that the skill may be demonstrated.
Act Hazard Analysis and Critical Control Points management
system (HACCP) Relevant food regulations under the Agri-Food and Veterinary
Authority of Singapore (AVA) (e.g. Sale of Food Act) Liquor Control (Supply and Consumption) Act
Version Control
Version Date Changes Made Edited by
FSS-FBS-5003-1.1 4 August 2017 Initial VersionSSG and SPRING
Singapore
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Skill Code FSS-FBS-4005-1.1
Skill Category Food and Beverage Service
Skill Sub-Category (where applicable)
Beverage
Skill Understand Viticulture, Vinification and Wine Packaging
Skill DescriptionThis skill describes the ability to analyse the science of viticulture, examine the processes used in vinification and analyse the processes used in the maturation and packaging of wine.
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:
Different types of grapes, their anatomy and the importance of growing environments to grapes
Wine tasting and classification techniques and methods 6S's of wine tasting and formal wine tasting notes Vinification process and techniques for harvesting, selecting,
processing and fermenting grapes Proper wine storing methods and their importance to wine
maturation Wine packaging and labelling guidelines Types of information provided on wine labels and how they
differ across countries
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:
Taste and analyse wine using the 6S wine tasting method Classify wines based on age, viticulture and vinification
processes Assess the quality of wines based on viticulture and
vinification processes Store wines properly and assess the effects of storage
containers Obtain information from wine labels and observe wine
labelling errors Guide and educate others on tasting, assessing and
maintaining the quality of wine, viticulture and vinification processes of wine, in accordance with organisational procedures and recipes, food and Workplace Safety and Health requirements
Innovation and Value The ability to:Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1.
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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
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 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
Workplace Safety and Health Regulations under the WSH Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1.
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It refers to the critical circumstances and contexts that the skill may be demonstrated.
Act Hazard Analysis and Critical Control Points management
system (HACCP) Relevant food regulations under the Agri-Food and Veterinary
Authority of Singapore (AVA) (e.g. Sale of Food Act) Liquor Control (Supply and Consumption) Act
Version Control
Version Date Changes Made Edited by
FSS-FBS-4005-1.1 4 August 2017 Initial VersionSSG and SPRING
Singapore
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Skill Code SVCF-IR-301C-1
Skill Category Information and Results
Skill Sub-Category(where applicable) N/A
Skill Manage Service Performance
Skill DescriptionThis skill describes the ability to manage service quality and customer satisfaction in an organisation. This includes assessing service performance gaps, communicating and monitoring service performance levels.
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 organisation’s service standards Types of service performance gaps Methods to gather service performance data Methods to communicate the organisation’s service performance to the
team Platforms to motivate service team to uphold organisation service
standards Methods to motivate team to achieve service excellence Methods to monitor effectiveness of actions taken
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:
Gather data related to the organisation’s service performance Analyse organisation’s service performance data with organisation’s
service standards and industry performance data to ascertain performance gaps
Monitor service performance levels for effectiveness of actions taken
Innovation and Value Creation
It refers to the ability to generate purposive ideas to improve work performance and/or enhance business
The ability to:
Propose suggestions to address service performance gaps
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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 service performance levels to motivate team to achieve service excellence
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:
Use past mistakes as learning opportunities to motivate team to achieve service excellence
Keep abreast of customer satisfaction by collecting customer feedback to maintain levels of service excellence
Range of Application
(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
An organisation’s service standards may be defined as the commitment to a level of service performance that an organisation’s customers can expect. This includes:• Standards for customer enquiries which set out how customers may
contact the organisation for queries, e.g. queries may be received by email, telephone, mail or fax
• Standards for timeliness which indicate how long a customer should wait to be served, e.g. waiting times
• Standards for accuracy which stipulate that information provided to customers should be up to date, free of errors, and complete
Methods to collect service performance data may include:• Interviews with customers
• Observations of service environment
• Surveys and feedback forms from customers
• Data from organisation’s service performance monitoring systems comparing service performance data with organisation service standards
Suggestions to address service performance gaps must include:• Details of area of improvement
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• Impact of non-improvement
• Suggestions for improvement
• Considerations for suggested improvement
• Possible impact of improvement on the organisation
Methods to motivate service team to achieve service excellence may include:• Addressing challenges faced by the team in upholding organisation’s
service standards• Recognising individuals who consistently meet or exceed expectations
• Celebrating service team’s success when organisation service standards are met or exceeded
• Inviting suggestions from team on how to close service gaps
• Coaching individuals to improve service performance
Version Control
Version Date Changes Made Edited by
SVCF-IR-301E-1 1-Sep-16 Initial Version WDA
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Skill Code FSS-INO-4003-1.1
Skill Category Innovation
Skill Sub-Category (where applicable) N/A
Skill Manage Productivity Improvements
Skill Description
This skill describes the ability to identify opportunities for productivity measurement and improvement at workplace. It also includes selecting and implementing relevant techniques and tools for productivity improvement and managing productivity at the workplace.
Knowledge and Analysis
It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities.
The ability to understand:
Concept and definition of productivity Factors affecting productivity Productivity measurements and their uses in the organisation Barriers to productivity improvement Methods of describing and establishing productivity
improvements Methods of overcoming barriers to productivity improvement Components and methods to collect and analyse productivity
performance data Methods of implementing tools and techniques for
productivity improvement Advantages and disadvantages of different tools and
techniques for productivity improvement Roles of management in improving productivity
Application and Adaptation
It refers to the ability to perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work.
The ability to:
Define the concept of productivity in the organisation’s context
Identify opportunities to improve and measure productivity Develop business cases and proposals for new opportunities Identify barriers to productivity and ways to overcome them Establish systems to measure productivity Recognise impact of qualitative factors on productivity
measurement Evaluate tools and techniques for productivity improvement Implement productivity improvement processes and cost
reduction strategies Monitor and analyse productivity performance data using
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analysis tools Report and recommend productivity improvements for
endorsement in accordance with organisational procedures and recipes, food and Workplace Safety and Health requirements
Innovation and Value Creation
It refers to the ability to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals.
The ability to:
Analyse potential key areas (technical and/or business related) for process improvement and/or value creation to the organisation and suggest ways to adapt existing techniques drawing from personal experiences and feedback
Generate ideas to create new products
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 Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1.
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consistency in work output is maintained
Range of Application
(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
Food safety and health requirements must include:
National Environment Agency (NEA) Environmental Public Health (Food Hygiene) Regulations
Workplace Safety and Health Regulations under the WSH Act
Hazard Analysis and Critical Control Points management system (HACCP)
Relevant food regulations under the Agri-Food and Veterinary Authority of Singapore (AVA) (e.g. Sale of Food Act)
Version Control
Version Date Changes Made Edited by
FSS-INO-4003-1.1 4 August 2017 Initial VersionSSG and SPRING
Singapore
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Skill Code SVCF-LS-301C-1
Skill Category Leadership
Skill Sub-Category(where applicable) N/A
Skill Role Model the Service Vision
Skill Description
This skill describes the ability to demonstrate the characteristics of a role model and promoting a customer-centric culture within the team to achieve service excellence. It also includes encouraging a team in service delivery and monitoring the performance of the team and oneself.
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 role model Organisation’s vision, mission and values Methods to demonstrate the organisation’s vision, mission and values Methods to encourage team to deliver service Methods to promote a customer centric culture Methods to monitor performance of self and 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:
Demonstrate the characteristics of a role model that reflect the organisation's vision, mission and values
Promote a customer-centric culture within the service environment 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 values that are aligned
N/A
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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:
Encourage team to deliver service in accordance with organisation 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:
Monitor performance of self and team to ensure consistency with the organisation’s guidelines through customer feedback
Range of Application
(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
A role model sets an example for others by walking the talk and acting in ways that are consistent with organisational vision, goals and objectives. This must include:
Performing tasks at all levels of the team structure Employing effective communication techniques Displaying the qualities and characteristics of a service professional
A customer-centric culture is one where there is strong desire for teams to provide value-added, positive consumer experience that leads to sustained competitive advantage in both the short-term and long-term for organisational success.
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Version Control
Version Date Changes Made Edited by
SVCF-LS-301C-1 1-Sep-16 Initial Version WDA
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Skill Code SVCF-PP-301C-1Skill Category People and Relationship
Management
Skill Sub-Category(where applicable)
N/A
Skill Coach for Service Performance
Skill Description
This skill describes the ability to coach individuals for service performance. It also includes using coaching techniques to close service gaps and monitoring the progress of individuals for improvements in service performance.
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 and roles of a coach in coaching for service performance
Components of a coaching plan Methods to identify areas of improvement Techniques for coaching Barriers to learning Techniques for monitoring individuals for improvements in service
performance Methods to provide feedback to individuals on service performance
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 feedback on individuals’ work performance to identify root causes of performance gaps
Prepare coaching plan for individuals taking into account barriers to learning
Use coaching techniques to address service performance issues Monitor progress of individuals for improvements in service
performance through customer feedback
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Innovation and Value Creation
It refers to the ability to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals.
N/A
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 own coaching style to review the suitability and effectiveness in coaching individuals
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Range of Application
(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
A coaching plan is used to guide and manage coaching delivery to ensure that coaching objectives are met. The coaching plan must outline:
Objectives of coaching, which should include areas for development for the individuals
Roles and responsibilities of the coach and the individuals Areas of development for the individual Coaching techniques and styles Key milestones Methods to monitor progress Providing feedback
Version Control
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Skill Code ES-IP-402G-1
Skill Category People and Relationship Management
Skill Sub-Category(where applicable) N/A
Skill Develop a Work Team
Skill DescriptionThis skill describes the ability to establish teams and allocate resources in achieving organisational goals. It also includes cultivating open communication for teamwork and evaluating the progress of 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:
Critical factors in building a high performance team Characteristics and impact of team synergy on team performance Techniques for team building and development Coaching process aligned to organisational vision and business goals Platforms and tools to create opportunities for team members to
contribute ideas and skills Components of systems to recognise contributions of team members Implications of diversity issues on coaching Components of systems for development of staff Motivational theories related to rewards and recognition for staff Ways to determine trends in team performance
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 the types of teams required and their value in achieving organisational goals
Identify and elect work team members and align roles, responsibilities, objectives and expectations of the work team to organisational goals
Delegate tasks and allocate resources to facilitate work team towards the achievement of goals and objectives, taking into consideration diversity issues
Evaluate impact of task and role delegation among team members on team synergy and make adjustments where necessary in accordance to criteria set
Encourage teamwork and foster commitment and sense of ownership among team members based on team building and development techniques
Assess the barriers to group interaction and communication and
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establish infrastructure to facilitate knowledge management and work team coaching which is aligned to organisational vision and business goals
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 team progress and performance in achievement of goals and objectives
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 the roles, responsibilities, objectives and expectations to the work team and empower team members to accomplish them
Communicate feedback to team using the most suitable means and data and provide recommendations to improve performance
Recognise and reward team work and performance taking into consideration implications of diversity issues
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:
Seek feedback from peers and supervisors to improve own future performance
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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-402G-1 1-Sep-16 Initial Version WDA
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Skill Code ES-IP-401G-1
Skill Category People and Relationship Management
Skill Sub-Category(where applicable) N/A
Skill Lead Workplace Communication and Engagement
Skill Description
This skill describes the ability to lead workplace communication through the implementation of communication strategies and mechanisms. It also includes using negotiation strategies to achieve organisational goals and win-win 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:
Communication strategies, tools and methods associated with the various communication mechanisms to meet organisational goals and objectives and their features
Types and dimensions of organisational culture and their characteristics
Dimensions of conflict or dispute Desired goals to be achieved as a outcome of negotiation Motivations, priorities, interests and inclinations of stakeholders
involved in a negotiation Importance of considering cultural factors and various diversity issues
that affect the communication in a negotiation process Factors affecting the prioritising of goals and evaluation of possible
trade-offs Steps to develop relevant details and supporting arguments for
negotiation Negotiation styles and tactics for countering other party’s style and their
characteristics Sources of power, conflict and obstacles to a successful negotiation
and their implications in a negotiation
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Application and Adaptation
The ability to:
Conduct research on best practices in workplace communication, evaluate their suitability for adoption and establish benchmarks for the organisation
Develop communications plan to implement communication strategies and mechanisms to meet organisational goals and objectives
Evaluate employees’ level of acceptance of organisation’s vision, mission and core values and take corrective actions where needed
Evaluate effectiveness of communication strategies and mechanisms and implementation plan according to criteria set
Establish the actual causes of conflict or dispute and plan for negotiation taking into account organisational goals and objectives
Assess negotiation situation and develop negotiation strategies taking into consideration diversity issues
Evaluate negotiation process and delegate appropriate follow-up actions in a timely manner based on accurate and objective analytical techniques
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.
Innovation and Value Creation
The ability to:
Evaluate gaps and barriers in workplace communication based on determined benchmarks and establish communication strategies and mechanisms that meet organisational goals and objectives
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:
Use communication strategies to influence organisational culture and motivate employees to commit to the organisation’s vision, mission and core values
Conduct negotiation to achieve organisational goals and win-win outcomes by applying negotiation strategies and effective communication skills
It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.
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Learning to Learn The ability to:
Reflect on gaps in own communication and negotiation style to make adjustments for future interactions
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.
Version Control
Version Date Changes Made Edited by
ES-IP-401G-1 1-Sep-16 Initial Version WDA
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Skill Code SVCF-PP-302C-1
Skill Category People and Relationship Management
Skill Sub-Category(where applicable) N/A
Skill Manage a Diverse Service Environment
Skill Description
This skill describes the ability to manage a diverse service environment. It also includes promoting inclusiveness, building team cohesion and managing diversity challenges and opportunities that may have implications on service delivery.
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 diversity markers and their implications at work Strategies to build team cohesion to achieve organisational service
excellence Methods to assess diversity challenges and opportunities Methods to manage diversity challenges and opportunities in the
service environment
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:
Incorporate team building activities into work schedules to build an inclusive work environment
Build team cohesion to achieve organisational service excellence Manage diversity challenges and opportunities that have implications
on service delivery
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:
Translate diversity challenges into opportunities to foster team cohesion and enhance service delivery
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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:
Conduct sharing sessions to build awareness of diversity among team members
Learning to Learn The ability to:
Enhance one’s handling of team diversity by keeping abreast of team diversity issues through feedback channels and by observing employee interactions
It refers to the ability to develop and improve one’s self within and outside of one’s area of work.
Range of Application Inclusiveness may be defined as showing respect for people from diverse backgrounds. An inclusive environment is one that creates a sense of belonging and encourages and supports its members with positive and specific feedback.
Diversity in the workplace refers to the presence of people from a wide range of backgrounds and possessing different traits.
Strategies to build team cohesion to achieve organisational service excellence must include:
Assigning roles, duties and responsibilities among team members to achieve common goals and objectives
Specifying the importance of working towards common goals Ensuring understanding of organisation’s vision, mission and values
among team members Building relationships with team members Building and maintaining trust, respect and rapport with team, which
must include:o Supporting mutual concern and camaraderieo Affirming respect for individual behaviours and differenceso Facilitating team building activities to develop a strong team
identityo Arranging for job rotation for team members to better appreciate
(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
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otherswork process
o Encouraging mutual acceptance among team members Fostering a culture of transparency in the organisation to encourage
openness to share among team members
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Skill Code FSS-PPM-4001-1.1
Skill CategoryPeople and Relationship Management
Skill Sub-Category (where applicable)
Skill Supervise, Motivate and Empower Staff
Skill Description
This skill describes the ability to supervise, motivate and empower staff. It also includes planning staff rosters and addressing job performance concerns, in accordance with organisational 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:
Organisational policies and procedures for planning staff rosters
Processes for developing staff rosters Factors to consider in assigning tasks to staff Effective listening and communication skills Methods to motivate and empower staff Means to empower team members to achieve organisational
goals Methods of conducting on-the-job supervision to enhance
work performance Techniques for providing positive and negative feedback to
staff Processes for resolving employee conflicts
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:
Comply with legal, industry and organisational requirements in roster planning
Review and make amendments or adjustments to duty rosters, in response to contingencies
Communicate roster details, including tasks and expectations, to staff
Apply effective leadership skills, including being a role model to motivate staff
Employ means to effectively enhance co-worker relationships to achieve organisational goals
Apply effective empowerment for organisational effectiveness Conduct on-the-job supervision to ensure organisational
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goals are achieved Address staff performance concerns based on assigned
tasks Resolve conflicts between staff, in accordance with
organisational policy
Innovation and Value Creation
It refers to the ability to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals.
The ability to:
Provide positive and negative feedback to improve staff job performance
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:
Empathise, listen and read staff proactively to address job performance concerns when motivating staff
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:
Self-reflect and review own effectiveness in supervising, motivating and empowering staff
Update own learning in ways to supervising, motivating and empowering staff
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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-PPM-4001-1.1 4 August 2017 Initial VersionSSG and SPRING
Singapore
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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 Creation
It refers to the ability to
The ability to:
Identify areas of improvement in processes
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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:
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)
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
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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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Skill Code LPM-PER-301C-0
Skill Category Personal Management and Development
Skill Sub-Category(where applicable) N/A
Skill Develop Self to Maintain Professional Competence at Supervisory Level
Skill DescriptionThis skill describes the ability to communicate effectively in a team and lead team decision making. It also includes developing and maintaining one’s professional competence.
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 team communication, development of professional competence, and decision making within the team
Organisational policies and procedures relating to communication at all levels within the organisation, and development of professional competence
Implications and impact of decision making processes on employees and the organisation
Types of communication style practiced at the workplace Statistical analysis skills to support decision making processes
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:
Seek comments and feedback to ensure message is received and understood
Gather necessary information for decision making and explain process to team members to facilitate decision making process
Work with team to develop, assess and select most appropriate decision to meet team and organisation objectives based on success rate and risk factor considerations
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Innovation and Value Creation
It refers to the ability to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals.
The ability to:
Address barriers to communication to improve team collaboration and 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:
Use appropriate communication style and verbal and non-verbal cues to communicate ideas and concepts in the workplace
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:
Review performance to identify strengths and limitations of one’s professional competence and seek opportunities to address gaps in relation to one’s work role
Maintain communication and engagement with team members and supervisor to identify new and emerging areas of professional practice
Range of Application
(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
N/A
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Version Control
Version Date Changes Made Edited by
LPM-PER-301C-0 1-Sep-16 Initial Version WDA
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Skill Code FSS-PN1-4001-1.1
Skill Category Planning and Implementation
Skill Sub-Category (where applicable)
N/A
Skill Maintain Inventories
Skill DescriptionThis skill describes the ability to maintain inventories. It also includes maintaining minimum stock and product levels, maintaining storage areas and taking inventory.
Knowledge and Analysis
It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities.
The ability to understand:
Concept, definition, and importance of minimum stock levels Methods to perform receiving, stocktaking and inventory
count systematically Importance and methods of securing and maintaining storage
areas and access control Methods to handle unusable inventory
Application and Adaptation
It refers to the ability to perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work.
The ability to:
Maintain minimum stock levels and replenish stock to appropriate levels
Execute stock counts Receive and store stocks according to guidelines Monitor and maintain condition and operation of storage area Impact of inventory levels on cost (i.e. just in time delivery)
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
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Social Intelligence and Ethics
It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.
The ability to:
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
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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Version Date Changes Made Edited by
FSS-PN1-4001-1.1 4 August 2017 Initial VersionSSG and SPRING
Singapore
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Skill Code SVCF-PL-301C-1
Skill Category Planning and Implementation
Skill Sub-Category(where applicable)
N/A
Skill Manage Operations for Service Excellence
Skill Description
This skill describes the ability to manage resources, along with the use of organisational guidelines to manage service operations. It also includes implementing service operations to achieve service excellence, resolving performance issues and monitoring feedback from 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:
Types of resources required by the organisation for service operations Organisation’s guidelines to support service operations Methods to implement guidelines for service operations Types of performance issues related to service operations Process of resolving performance issues Sources of feedback on service operations Process of monitoring feedback on service operations
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 resource requirements required at various points of the organisation’s service value chain
Ensure adequacy of resources for implementation of service operations plan
Re-deploy resources to cater to high volume traffic Review service performance issues to determine root causes and likely
impact on customer Implement solutions to resolve performance issues Monitor feedback from customers and team on service operations
Innovation and Value Creation
It refers to the ability to generate purposive ideas to improve work
The ability to:
Review resource requirements to optimise resource allocation Evaluate solutions to resolve performance issues
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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:
Brief service team on their role in implementation of service operations plan
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 trends in resource allocation to ascertain viability of new methods to the organisation
Range of Application
(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
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.
Sources of a service value chain must include:
Service blueprint Customer journey map
A service operations plan is an organisational roadmap that charts out the key organisational functions and resources which are required in order to meet, or exceed, customer expectations. It must include: Preparation for service operations Execution of service operations to customer
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Organisation guidelines to support service operations On-going monitoring for adherence to organisation’s service standards
Version Control
Version Date Changes Made Edited by
SVCF-PL-301C-1 1-Sep-16 Initial Version WDA
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Skill Code FSS-QUA-5005-1.1
Skill Category Quality
Skill Sub-Category (where applicable)
Quality Management System
Skill Manage Quality Systems and Processes
Skill DescriptionThis skill describes the ability to manage customer expectations, monitor costs of quality and assuring work processes are performing in an acceptable manner using statistical techniques.
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:
National and international quality standards Workplace quality system requirements Scopes of quality systems and processes Customer expectations Dimensions of quality Costs of quality Communication means Use of statistical process control tools for measuring and
tracking quality performance Quality issues resolution processes
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:
Determine workplace quality system requirements based on the adopted national and/or international quality standards
Gather customer expectations data on quality aspects of products and services
Perform statistical evaluation of work processes related to products’ and services’ quality performance
Disseminate statistical evaluation outcomes to relevant stakeholders within the organisation for decision-making
Plan quality cost savings and/or improvement activities to manage costs of quality at the workplace
Track the quality performance of the products and services in accordance with organisational quality system requirements
Resolve issues associated with non-conformity to quality standards
Prepare reports on quality performance of the products and services to fulfil the quality system requirements
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Innovation and Value Creation
It refers to the ability to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals.
The ability to:
Conduct costs of quality analysis related to the products and services and identify areas for improvement in accordance with organisational quality system requirements
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 customers’ expectations on quality aspects of products and services to relevant stakeholders within the organisation, in accordance with organisational procedures
Lead and manage co-workers and staff to achieve the desired results on costs of quality 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.
N/A
Range of Application
(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
N/A
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Version Control
Version Date Changes Made Edited by
FSS-QUA-5005-1.1 4 August 2017 Initial VersionSSG and SPRING
Singapore
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Skill Code FSS-SNM-4001-1.1
Skill Category Sales and Marketing
Skill Sub-Category (where applicable) N/A
Skill Maintain Displays
Skill Description This skill describes the ability to maintain displays. It also includes planning, setting up and maintaining displays.
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:
Consideration factors in planning displays Maintenance guidelines for displays, including security,
safety, housekeeping and hygiene Types of display units Various resources from suppliers Principles of visual display and merchandise presentation Methods and tools to clean the display Common information on the display units Customers' reactions to displays Procedures of dismantling of displays
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 display plans Source for required resources for displays Prepare and set up displays items, units and equipment Check visual appeal of displays regularly Maintain cleanliness and visual appeal of displays Dismantle displays appropriately in accordance with
organisational procedures.
Innovation and Value Creation
It refers to the ability to generate purposive ideas to improve work performance and/or enhance business values that are aligned
The ability to:
Identify areas of improvement in processes
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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:
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
Range of Application
(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
Food safety and health requirements must include:
National Environment Agency (NEA) environmental Public Health (Food Hygiene) Regulations
Workplace Safety and Health Regulations under the WSH Act
Hazard Analysis and Critical Control Points management system (HACCP)
Relevant food regulations under the Agri-Food and Veterinary Authority of Singapore (AVA) (e.g. Sale of Food Act)
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Version Control
Version Date Changes Made Edited by
FSS-SNM-4001-1.1 4 August 2017 Initial VersionSSG and SPRING
Singapore
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Skill Code FSS-SEM-4002-1.1
Skill CategorySite/Outlet and Equipment Management
Skill Sub-Category (where applicable) N/A
Skill Implement Site/Outlet and Equipment Maintenance Plans
Skill Description
This skill describes the ability to implement site and/or outlet and equipment maintenance plans. It also includes determining site and/or outlet maintenance requirements, scheduling and monitoring maintenance activities, monitoring use and maintenance of equipment and implementing 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:
Site and/or outlet maintenance plans and their importance to performing maintenance work
Equipment usage and maintenance requirements according to manufacturers' instructions
Resources needed to carry out maintenance tasks Common sources of information about maintenance needs
and schedules Importance of ensuring maintenance activities follow
manufacturers' guidelines, timelines and specifications Training requirements for maintenance staff and equipment
operators Importance of environment-friendly programmes for
operations in long-term Methods of motivating staff to carry out environmentally
conscious procedures
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:
Determine maintenance needs and priorities Develop and implement maintenance schedules Source for necessary resources Maintain proper documentation on maintenance Ensure staff are trained appropriately for using and
maintaining the equipment Identify opportunities for implementing environmental
programmes Develop environmental programme action plans and share
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with staff Provide updates to management with progress reports
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:
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
Range of Application Food safety and health requirements must include:
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(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
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-4002-1.1 4 August 2017 Initial VersionSSG and SPRING
Singapore
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Skill Code ES-JS-401G-1
Skill Category Workplace Safety and Health
Skill Sub-Category(where applicable)
N/A
Skill Manage Workplace Safety and Health System
Skill Description
This skill describes the ability to administer a Workplace Safety and Health (WSH) system at the managerial level. It also includes working in consultation with WSH personnel and committees in accordance with the WSH Act and establishing and evaluating WSH policies and risk control measures.
Knowledge and Analysis
It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities.
The ability to understand:
The responsibilities of the designated personnel and committees under WSH Act and its subsidiary legislation
The responsibilities of employees, supervisors and management in WSH
Organisation’s WSH system, general policies, procedures, programmes and evaluation guidelines
Management arrangements relating to regulatory compliance, hazards and risks, control measures and relevant expertise required
Importance of benchmarking WSH performance against national and international standards
Business continuity planning and risk assessment related to infectious disease outbreak
Potential impact of infectious disease outbreak on organisational business financials, staff and customers
Importance of assessing and reviewing workplace risk management activities in accordance with the guidelines provided by the WSH Act
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Application and Adaptation
It refers to the ability to perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work.
The ability to:
Develop WSH policies and training programmes that meet identified training needs of employees and clearly express organisation’s commitment in accordance with the guidelines provided by WSH Act
Implement and maintain a relevant and consistent WSH system in the organisation
Incorporate WSH responsibilities and duties into job descriptions of all employees and facilitate the allocation of financial and human resources for the operation of WSH system in the organisation
Set up a system for monitoring and evaluating WSH records that allow identification of patterns of workplace injury and disease within the area of managerial responsibility
Assess and evaluate the effectiveness of the WSH system and related policies, procedures and programmes according to the organisation’s aims with respect to WSH
Develop a risk assessment procedure that is integrated within systems of work and procedures in the organisation
Assess the risks presented by identified hazards and develop measures to control assessed risks according to hierarchy of control, relevant WSH legislation, codes practice and trends identified from the WSH records systems
Develop procedures for on-going control of risks associated with hazardous events that meet legislation requirements in consultation with appropriate emergency services
Address hazard identification and risk control at the planning, design and evaluation stages of any change within the area of managerial responsibility to ensure that adequate risk control measures are included
Facilitate the provision of resources to enable implementation of new risk control measures in accordance with the organisational procedures
Innovation and Value Creation
It refers to the ability to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals.
The ability to:
Resolve issues raised through consultation and develop improvements to the WSH system according to the procedures for issue resolution to ensure more effective achievement of the organisation’s aims with respect to WSH
Monitor and improve existing risk management activities and risk control measures to ensure procedures are adopted effectively throughout the area of managerial responsibility
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Social Intelligence and Ethics
It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.
The ability to:
Establish and maintain appropriate participative and consultative processes and outcomes readily accessible to employees according to the relevant WSH legislation and consistent with the organisation’s overall process for consultation
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 own knowledge in WSH legislation, codes of practice and industrial standards and conduct training for new operations and equipment
Range of Application
(where applicable)
It refers to the critical circumstances and contexts that the skill may be demonstrated.
Identify the responsibilities of a general worker and employee must include:
Working in compliance with the WSH Act Observing safe work procedure Reporting unsafe working conditions and work practices Reporting work-related incidents and accidents
Identify the responsibilities of a WSH committee must include: Acting as an advisory body Identifying hazards and obtaining information about them Recommending corrective actions and monitoring results of
implemented solutions Conducting accident investigations and workplace inspections Making recommendations to the management regarding actions
required to resolve health and safety concerns
Identify the responsibilities of a supervisory personnel, must include: Ensuring that worker uses suitable and adequate personal protective
equipment, and handles appropriate and non-faulty tools and equipment
Advising workers of potential and actual hazards and control measures Taking every reasonable precaution in the circumstances for the
protection of workers. Implementing and monitoring safe work conditions Implementing safe work practices and monitoring for compliance
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Identify the responsibilities of a WSH personnel must include: Exercising general supervision of compliance to the provision of WSH
Act and its subsidiary legislations made to ensure a safe and healthy workplace
Conducting WSH inspections in accordance with planned inspection, schedule and recommending corrective actions where needed
Monitoring effectiveness of implemented corrective actions Conducting investigation on incidents Promoting WSH
Identify the responsibilities of management must include: Establishing and maintaining a workplace safety management system
to self-regulate WSH issues Establishing and maintaining a WSH committee Taking reasonable and practicable measures so far as to ensure a safe
and healthy workplace for all employees Training employees on identification of potential hazards, compliance
with appropriate control measures and how to handle emergencies Supplying personal protective equipment to employees and ensuring
they know how to use the equipment safely and properly Reporting workplace accidents immediately to the relevant authorities
Establish and maintain the framework for WSH must include: Policy development and updating Determining the ways in which WSH will be managed. This must
include distinct WSH management activities, or inclusion of WSH functions within a range of management functions and operations such as:o Maintenance of plant and equipmento Purchasing of materials and equipmento Designing operations, work flow and materials handlingo Planning or implementing alterations to site, plant, operations or
work systems Mechanisms for review and allocation of human, technical and financial
resources needed to manage WSH, including defining and allocating WSH responsibilities for all relevant positions
Mechanisms for keeping up-to-date with relevant information and updating the management arrangements for WSH, for example, information on health effects of hazards, technical developments in risk control and environmental monitoring and changes to legislation
Mechanisms to assess and update WSH management arrangements relevant to legislative requirements
A system for communicating WSH information to employees, supervisors and managers within the enterprise
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Establish and maintain a WSH training programme must include: Arrangements for on-going assessment of training needs, for example,
relating to:o Workers, supervisors and managerso Specific hazardso Specific tasks or equipment or process or chemicalo Emergencies and evacuationso Training required under WSH legislation
Allocation of resources for WSH training, including acquisition of training resources, development of staff training skills and purchase of training services
Induction training Training for new operations, materials or equipment
Establish and maintain a system for WSH records must include: Identifying records required under WSH legislation, for example:
o Workers’ compensation recordso Hazardous substances registerso Safety Data Sheets (formerly known as Material Safety Data
Sheets)o Major accident and injury notificationso Certificates and licences
Manufacturers and suppliers WSH information WSH audits and inspection reports Maintenance and testing reports Workplace environmental monitoring and health surveillance records Records of instruction and training First aid and medical treatment records
Benchmark WSH performance must include: Accident frequency rate Accident severity rate Fatality rate
Establish and maintain forms of participation and consultation that are specific to the workplace must include: Formal and informal meetings which include WSH WSH committees Suggestions, requests, reports and concerns put forward by employees
to management WSH inspections Audits Risk assessment and control Procedures for reporting of hazards, risks and WSH issues by
managers and employees Inclusion of WSH in other meetings and processes
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Version Control
Version Date Changes Made Edited by
ES-JS-401G-1 1-Sep-16 Initial Version WDA
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Definitions of the Five (5) Domains
Domain Definition
Knowledge and Analysis
Knowledge includes the gathering of facts and information through traditional and digital forms. Analysis involves the cognitive processing, integration and inspection of single or multiple sources of facts and information required to perform work tasks and activities and takes into consideration, the work contexts in which the tasks and activities are carried out. The result of knowledge and analysis produce judgements on work tasks/activities/issues/areas, and the conceptualisation of solutions to solve problems at work.
Application and Adaptation
Application involves the ability to perform work tasks and activities defined by the requirements of the occupation. Adaptation involves the ability to react to and manage the changes in the work contexts. The result of application and adaptation leads to the production of psycho-motor actions and behavioural reactions to the work tasks/activities/issues/areas, and the execution of the planned solutions to solve problems at work.
Innovation and Value Creation
Innovation includes the ability to generate purposive ideas to improve work performance and/or enhance business values that are aligned to the organisational goals. As a result of innovation, the organisation is able to reap the values from individual or team contributors to achieve organisational growth.
Social Intelligence and Ethics
Social intelligence includes the ability to appreciate and use affective factors in leadership, relationship and diversity management guided by professional codes of ethics as effective individuals or team contributors.
Learning to Learn
Learning-to-learn includes the ability to improve on self-development within and outside of one’s area of work. It involves the continual inspection of one’s knowledge, analytical, application, adaptive, innovative and social skills that are needed to perform the work optimally and/or solve problems effectively.
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