APL.01.

ASESSMENT REGISTRATION FORM

1 : Personal Data

Fill it include personal data, the data of formal education as well as the data of your current work .

a. Personal Data
Name :

Date & Birth Place. :

Gender : Male/Female *

Nationality :

Address :

Post Code :

Telepon/E-mail : Home : Office :

PH : E-mail :

Education :

b. Current Position

Industry Name :

Position :

Address :

Pos Code :

Telp/Fax/E-mail : Telp : Fax :

E-mail :

KOMISI SERTIFIKASI BNSP-IA/2015 FORM APL-01-Rev.02

1
2 : Unit Competecy
The Unit Competencies requirement

Certification scheme : FOOD AND BEVERAGE (WAITER)

Job Index Number : HFBS.05

Unit Kompetensi Inti / Core and Generic Competencies

International
No. Unit Code Unit Title
Standard
1 D1.HRS.CL1.04 Communicate on the Telephone ACCSTP
2 D1.HRS.CL1.05 Comply with Workplace Hygiene Procedures ACCSTP
3 D1.HRS.CL1.06 Develop and Update Local Knowledge ACCSTP
4 D1.HRS.CL1.07 Implement Occupational Health and Safety Procedures ACCSTP
5 D1.HRS.CL1.08 Maintain Hospitality Industry Knowledge ACCSTP
6 D1.HRS.CL1.11 Perform Clerical Procedures ACCSTP
7 D1.HRS.CL1.12 Perform Basic First Aid Procedures ACCSTP
8 D1.HRS.CL1.13 Promote Hospitality Products and Services ACCSTP
Read and Interpret Basic Instructions, Directions, and/or
9 D1.HRS.CL1.14
Diagrams
ACCSTP
10 D1.HRS.CL1.15 Receive and Resolve Costumer Complaints ACCSTP
11 D1.HRS.CL1.17 Converse in English at a Basic Operational Level ACCSTP
12 D1.HRS.CL1.18 Work Effectively with Colleagues and Costumers ACCSTP
13 D1.HRS.CL1.19 Work in a Socially Diverse Environment ACCSTP
Perform Child Protection Duties Relevant to the Tourism ACCSTP
14 D1.HRS.CL1.20
Industry
15 D1.HBS.CL5.02 Develop and maintain food and beverage product knowledge ACCSTP
16 D1.HBS.CL5.09 Provide a Link Between Kitchen and Service Area ACCSTP
17 D1.HBS.CL5.12 Provide Food and Beverage Services ACCSTP
18 D1.HFI.CL8.07 Process a Financial Transaction for Services Rendered ACCSTP
19 D1.HBS.CL5.11 Provide gueridon service ACCSTP
20 D1.HBS.CL5.14 Provide silver service ACCSTP
21 D1.HBS.CL5.15 Serve a range of wine products ACCSTP
22 D1.HGE.CL7.11 Receive and Securely Store In-Coming Goods ACCSTP

KOMISI SERTIFIKASI BNSP-IA/2015 FORM APL-01-Rev.02

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Functional Competencies
23 D1.HBS.CL5.16 Take food orders and provide courteous table service ACCSTP
Provide advice to patrons on food and beverage ACCSTP
24 D1.HBS.CL5.10
services
25 D1.HFI.CL8.08 Process transactions for purchase of goods or services ACCSTP

26 D1.HBS.CL5.07 Prepare and serve non-alcoholic beverages ACCSTP

27 D1.HBS.CL5.13 Provide room service ACCSTP

3 : The Document

Available

No. Basic evidence Unavailable

Qualified Unqualified

1. Graduated from Vocational High School

☐ ☐
in Food and Beverage Service
2. Food and Beverage Training Certificate
☐ ☐
minimum 1-year experience

Recommendation : Candidate :

Name
Based on above evidence, the candidate
*accepted / not yet accepted as an assesse
Signaturte/
Date
*choose one

Remark : Assessor :
Name
No. Reg.

Signature/
Date

KOMISI SERTIFIKASI BNSP-IA/2015 FORM APL-01-Rev.02

3
FR. APL-02. SELF ASSESSMENT
Title : FOOD AND BEVERAGE (WAITER)
Scheme of Certification
(Occupation) Job Index Number : HFBS.05

SELF ASSESSMENT GUIDE

Instructions:
 Read each of the questions in the left hand column of the chart
 Place a tick in the box if you believe that you can perform the tasks described.
 Complete the column in the right hand side by listing any evidence you have to show that you perform these tasks.

Competency Standard 1: Communicate on the Telephone

Can I ? PC NYC Evidence
Element 1: Respond to incoming telephone calls
 Performance Criteria:
1.1 Answer calls promptly, in an appropriate manner in
accordance with enterprise standards ….
1.2 Offer friendly assistance to the caller, and accurately establish
the purpose of the call
1.3 Repeat call details to the caller to confirm understanding
1.4 Answer caller enquiries promptly, or transfer caller to the
appropriate location/person
1.5 Record caller requests accurately and pass on to the
appropriate department/person for follow-up
1.6 Relay messages accurately to the nominated person within
designated timelines
1.7 Report threatening or suspicious phone calls promptly to the
appropriate person, in accordance with enterprise procedures
1.8 Use language, tone and volume appropriate to phone calls
Element 2: Make telephone calls
 Performance Criteria:
2.1 Obtain correct telephone numbers
2.2 Establish clearly the purpose of the call prior to calling
2.3 Use telephone equipment correctly in order to establish
contact
2.4 Communicate clearly your name, company and reason for
calling
2.5 Be polite and courteous at all times

Competency Standard 2: Comply with Workplace Hygiene Procedures

Can I ? PC NYC Evidence
Element 1: Follow hygiene procedures
 Performance Criteria:
1.1. Identify relevant workplace hygiene procedures that need to
be adhered to
1.2. Identify enterprise standards and legislated requirements that
apply to relevant workplace hygiene procedures
1.3. Follow workplace hygiene procedures in accordance with
enterprise standards and legislated requirements
1.4. Receive, handle and store all food items according to
enterprise standards and legislated requirements
1.5. Prepare, serve and store food in compliance with enterprise
standards and legislated requirements
1.6. Clean food-related items, utensils and areas in compliance
with enterprise standards and legislated requirements
Element 2: Identify and prevent hygiene risks
 Performance Criteria:
2.1. Identify potential food, personal, environmental and other
risks in the workplace promptly
2.2. Take action to minimise or remove the risk of food
contamination within the scope of individual responsibility
2.3. Handle and dispose of food waste and rubbish in compliance
with enterprise standards and legislated requirements
Element 3: Maintain safe personal food handling and personal
presentation standards
 Performance Criteria:
3.1. Identify the enterprise standards and legislated requirements
that apply to personal practices and presentation for food
handling staff
3.2. Follow enterprise standards and legislated requirements that
apply personal practices and presentation for food handling
staff

Competency Standard 3: Develop and Update Local Knowledge

Can I ? PC NYC Evidence
Element 1: Develop local knowledge
 Performance Criteria:
1.1. Identify and access sources for information on the local area,
correctly
1.2. Identify and obtain information to assist queries on
local/national tourism industry, correctly
1.3. Store and update information according to enterprise
procedures
1.4. Share information with colleagues
Element 2: Update local knowledge
 Performance Criteria:
2.1. Use informal and/or formal research to update local
knowledge
2.2. Share updated knowledge with customers and colleagues, as
appropriate
2.3. Incorporate the sharing of local knowledge into day to day
working activities
Element 3: Maintain contact with local communities
 Performance Criteria:
3.1. Provide accurate local tourism information in response to
queries
3.2. Use local knowledge to promote tourism products and
services to encourage usage and purchase
3.3. Make customers aware of possible extras, add-ons and
further benefits
3.4. Report queries and results to designated person within
enterprise for follow-up purposes

Competency Standard 4: Implement Occupational Health and Safety Procedures

Can I ? PC NYC Evidence
Element 1: Provide information on health and safety procedures
 Performance Criteria:
1.1. Explain relevant health and safety information, including
enterprise specific details, accurately and clearly to staff
1.2. Make health and safety information accessible to staff
Element 2: Implement and monitor procedures for controlling
hazards and risks
 Performance Criteria:
2.1. Identify and report workplace hazards and risks promptly by
maintaining close contact with day to day workplace
 operations
2.2. Implement and monitor risk control procedures in
accordance with enterprise and legal requirements
2.3. Evaluate and adjust risk control procedures as required
Element 3: Implement and monitor health and safety training
 Performance Criteria:
3.1. Identify health and safety training needs through regular
workplace monitoring
3.2. Arrange training interventions as appropriate on a timely
basis
Element 4: Maintain health and safety records
 Performance Criteria:
4.1. Complete records accurately in accordance with enterprise
and legal requirement
4.2. Aggregate information and data from work area records are
used to identify hazards and monitor risk control procedures
in work area

Competency Standard 5: Maintain Hospitality Industry Knowledge

Can I ? PC NYC Evidence
Element 1: Seek information on the hospitality industry
 Performance Criteria:
1.1. Identify and access sources of information on the hotel and
travel industries, appropriately and correctly
1.2. Obtain information on the hotel and travel industries to
assist effective work performance within the industries
1.3. Access and update specific information on relevant sector(s)
of work
1.4. Use knowledge of the hotel and travel industries in the
correct context to enhance quality of work performance
1.5. Obtain information on other industries to enhance quality of
work performance
Element 2: Source and apply information on legal and ethical issues
for the hospitality industry
 Performance Criteria:
2.1. Obtain information on legal issues and ethical issues to assist
effective work performance
2.2. Conduct day-to-day hospitality industry activities in
accordance with legal obligations and ethical industry
practices
Element 3: Update hospitality industry knowledge
 Performance Criteria:
3.1. Identify and use a range of opportunities to update general
knowledge of the hotel and travel industries
3.2. Monitor current issues of concern to the industries
3.3. Share updated knowledge with customers and colleagues as
appropriate and incorporate this knowledge into day-to-day
work activities

Competency Standard 6: Perform Clerical Procedures

Can I ? PC NYC Evidence
Element 1: Process office documents
 Performance Criteria:
1.1. Process documents with appropriate office equipment in
accordance with enterprise procedures and within
designated timelines
1.2. Identify and rectify and/or report malfunctions promptly
in accordance with enterprise procedures
1.3. Use office equipment to process documents

Element 2: Draft correspondence

 Performance Criteria:
2.1. Write text using clear and concise language
2.2. Ensure text is without spelling, punctuation and/or
grammatical errors
2.3. Check information for accuracy prior to sending
Element 3: Maintain document systems
 Performance Criteria:
3.1. File/store documents in accordance with enterprise
procedures
3.2. Modify and/or update records management systems in
accordance with enterprise procedures

Competency Standard : 7 Perform Basic First Aid Procedures

Can I ? PC NYC Evidence

Element 1: Assess the situation

1.1 Identify physical hazards to own and others’

health and safety
1.2 Minimise immediate risk to self and health
and safety of the casualty by controlling
hazard/s in accordance with accepted
practice
1.3 Assess casualty’s vital signs and physical
condition in accordance with accepted practice.
Element 2: Apply basic first aid techniques

2.1 Provide first aid management in accordance

with established first aid procedures and
available resources and equipment
2.2 Monitor casualty’s condition and respond to
the casualty’s condition in accordance with
accepted first aid principles and enterprise guidelines
2.3 Seek first aid assistance from others in a
timely manner as appropriate
2.4 Record accidents and injuries in
accordance with enterprise procedures.

Element 3: Communicate details of the

Incident

3.1 Request appropriate medical assistance

using the most relevant and appropriate
communication mechanism
3.2 Convey details of casualty’s condition and
first-aid management activities accurately to
emergency services or relieving personnel
3.3 Prepare reports to supervisors in a timely
manner, presenting all relevant facts according to enterprise
guidelines.

Competency Standard : 8 Promote Hospitality Products and Services

Can I ? PC NYC Evidence

Element 1: Develop tourism produce and 1.
services knowledge

1.1 Identify opportunities to develop tourism

product and service knowledge
1.2 Describe the benefits of staff having high
levels of product and service knowledge
1.3 Apply formal and informal research
techniques to gain product and service
knowledge
1.4 Seek customer feedback to supplement
product and service knowledge
1.5 Share product and service knowledge
with other relevant internal personnel
1.6 Contribute to changes to tourism
products, services and service standards
to meet identified customer need
Element 2: Develop tourism market
Knowledge

2.1 Explain the concept of target markets

2.2 Define the concept of niche markets
2.3 Describe how promotions and offers may
vary to suit differing target markets
2.4 Identify sources of information about
enterprise-specific target markets
2.5 Describe the demographic characteristics
of enterprise target markets
2.6 Initiate action to identify changes in
customer preferences, needs, wants and
expectations
2.7 Explain the benefits of using target
markets within an organisation
Element 3: Identify individual customer
Needs

3.1 Interpret statements made by customers

3.2 Ask questions to determine requirements
3.3 Consider the buying history of the
customer
3.4 Establish buying parameters
Element 4: Promote tourism products and
Services
4.1 Describe promotional initiatives that may
be used to promote tourism products
4.2 Demonstrate how to develop and
produce a static in-house promotion
4.3 Verbally promote tourism products and/or
services to customers
Element 5: Apply selling skills

5.1 Approach the customer in a sales

environment
5.2 Gather information about customer
needs, wants and preferences
5.3 Demonstrate selling skills
5.4 Overcome buying objections
5.5 Maximise sales opportunities within a
buying situation
5.6 Close the sale
Competency Standard : 9 Read and Interpret Basic Instructions, Directions, and/or Diagrams

Can I ? PC NYC Evidence

Element 1: Prepare for work

1.1 Read and interpret job specifications from

internal and external customers
1.2 Read and interpret procedures
1.3 Read and interpret basic instructions, directions
and/or diagrams
1.4 Read and interpret work instructions to
determine job requirements
Element 2: Read and interpret information about
routine tasks, processes or events

2.1 Identify relevant sources of

information/documentation so that job can be
performed in accordance with the
organisation’s requirements
2.2 Identify the purpose of instructions, directions
and/or diagrams for particular jobs
2.3 Ask questions from appropriate people to gain
additional information and/or to clarify
understanding
2.4 Read and interpret relevant details from
instructions, directions and/or diagrams for
application to particular jobs
Element 3: Receive and respond to basic
instructions and directions

3.1 Receive, clarify and assess requirements of

instructions and/or directions in accordance
with organisational policies and procedures
3.2 Question and confirm assignment instructions
and/or directions if necessary
3.3 Comply with directions and or instructions
within designated timelines
3.4 Obtain feedback after instructions and/or
directions have been complied with

Competency Standard : 10 Receive and Resolve Costumer Complaints

Can I ? PC NYC Evidence

Element 1: Identify and analyse the 1.
Complaint

1.1 Receive and accurately record a verbal

complaint using active listening and
empathy techniques
1.2 Identify through appropriate communication
techniques the exact nature of the
customer complaint
1.3 Maintain register or complaint file/s in
accordance with the requirements of the
enterprise information system
Element 2: Respond to complaints

2.1 Process complaints in accordance with

organisational standards, policies and
procedures
2.2 Obtain and review documentation in
relation to complaints
2.3 Update register of complaints/disputes
Element 3: Determine and agree upon appropriate action to resolve
complaint

3.1 Identify and review options to resolve the

complaint within enterprise policy,
procedures and guidelines
3.2 Agree and confirm action to resolve the
complaint with the customer
3.3 Demonstrate a commitment to the
customer to resolve the complaint
3.4 Inform customer of outcome of investigation
of complaint

Element 4: Refer complaints

4.1 Identify complaints that require referral to

other personnel or external bodies
4.2 Refer complaint to appropriate personnel
for follow-up in accordance with individual
level of responsibility
4.3 Forward all necessary documentation
including investigation reports to
appropriate personnel
4.4 Refer complaints which cannot be resolved
to an appropriate person

Competency Standard : 11 Converse in English at a Basic Operational Level

Can I ? PC NYC Evidence

Element 1: Participate in simple conversations 1.
on familiar topics with work colleagues

1.1 Use and respond appropriately to opening

comments
1.2 Comment on familiar topics
1.3 Talk about a past event
1.4 Use closing remarks appropriately to end
the conversation
Element 2: Respond to simple verbal instructions
or requests

2.1 Confirm understanding of supervisor’s

instructions or requests
2.2 Request repetition or clarification of
instructions or requests
Element 3: Make simple requests

3.1 Use polite forms to make simple requests

3.2 Thank the person responding to your
request
3.3 Acknowledge the person who cannot
respond to your request
Element 4: Describe routine procedures

4.1 Explain a sequence of events in carrying out

a routine job
4.2 Describe exceptions to routine procedures
4.3 Make suggestions on how to improve
routine procedures

Element 5: Express likes, dislikes and

Preferences
5.1 Talk about likes and dislikes of familiar
topics and situations
5.2 Discuss preferences and give reasons
Element 6: Identify different forms of expression
in English
6.1 Construct a formal sentence
6.2 Identify indicators of informal expressions in
English
6.3 Differentiate between ‘open-ended’ and
‘closed’ questions

Competency Standard : 12 Work Effectively with Colleagues and Costumers

Can I ? PC NYC Evidence
Element 1: Communicate effectively

1.1 Relay information in a clear and concise

manner using appropriate communication
techniques
1.2 Use language and tone appropriate to a
particular audience, purpose and situation,
taking into account the relevant factors
involved
1.3 Use active listening and questioning to
facilitate effective two-way communication
with others
1.4 Identify potential and existing conflicts and
seek solutions in conjunction with all
involved parties
1.5 Complete routine workplace documentation
accurately in a timely manner
Element 2: Establish and maintain effective
relationships with colleagues and customers

2.1 Meet both internal customers’ and external

customers’ needs and expectations in
accordance with organisation standards,
policies and procedures and within acceptable time frames
2.2 Assist to resolve workplace conflict and
manage difficulties to achieve positive
outcomes
2.3 Use formal feedback and informal feedback
to identify and implement improvements to
products, services, processes or outcomes
for both internal customers and external
customers
2.4 Handle complaints positively, sensitively and
politely in consultation with the person/s
making the complaint
2.5 Maintain a positive and co-operative manner
2.6 Non-discriminatory attitudes and language
are used when interacting with customers,
staff and management consistently
Element 3: Work in a team

3.1 Request or provide assistance so that work

activities can be completed
3.2 Provide support to colleagues to ensure
achievement of team goals
3.3 Discuss and resolve problems through
agreed and/or accepted processes
3.4 Recognise and accommodate cultural
differences within the team
3.5 Identify, prioritise and complete individual
tasks within designated time lines
3.6 Acknowledge and respond to feedback and
information from other team members

Competency Standard : 13 WORK IN A SOCIALLY DIVERSE ENVIRONMENT

Can I ? PC NYC Evidence
Element 1: Communicate with customers
and colleagues from diverse backgrounds
 Performance Criteria:
1.9 Value customers and colleagues from different cultural
groups and treat them with respect and sensitivity
1.10Take into consideration cultural differences in all verbal and
non-verbal communication
1.11Attempt to overcome language barriers
1.12Obtain assistance from colleagues, reference books or outside
organisations when required

Element 2: Deal with cross cultural Misunderstandings

 Performance Criteria:
2.6 Identify issues which may cause conflict or misunderstanding
in the workplace
2.7 Address difficulties with the appropriate people and seek
assistance from team leaders or others where required
2.8 Consider possible cultural differences when difficulties or
misunderstandings occur
2.9 Make efforts to resolve misunderstandings, taking account of
cultural considerations
2.10 Refer issues and problems to the appropriate team
leader/supervisor for follow up
Competency Standard : 14 PERFORM CHILD PROTECTION DUTIES RELEVANT TO THE TOURISM INDUSTRY

Element 1: Identify the issue of sexual exploitation of children by

tourists
 Performance Criteria:
1.1 Define the problem of child sexual exploitation of children
by tourists (otherwise known as child-sex tourism)
1.2 Describe the impact of child sexual exploitation on children,
communities and the hotel and travel industries
1.3 Identify suspicious behaviors that may be exhibited by child
sex tourists
Element 2: Describe national, regional and international actions to
prevent the sexual exploitation of children by tourists
 Performance Criteria:
2.1 Locate and become familiar with the United Nations
Convention on the Rights (UNCRC) of the Child and the
main UN Articles relating to the rights of all children to be
safe from sexual exploitation
2.2 Examine national, regional and international initiatives to
prevent the sexual exploitation of children by tourists

Element 3: Describe actions that can be taken in the workplace to

protect children from sexual exploitation by tourists
• Performance Criteria:
3.1 Prepare a list of actions that can be taken by staff working in
each labor division of the hotel and travel industries to
prevent the sexual exploitation of children by tourists
Competency Standard : 15 DEVELOP AND MAINTAIN FOOD & BEVERAGE PRODUCT KNOWLEDGE
Element 1: Obtain product information on
food and beverages
 Performance Criteria:
1.1 Research general information on food and beverage products
Identify information required to fulfil responsibilities of job
role
1.2 Develop and maintain product knowledge in line with job
role and responsibilities
1.3 Identify features of specific food and beverages which have
potential customer appeal

Element 2: Provide customers with relevant food and beverage

product knowledge
 Performance Criteria
2.1 Offer advice on suitable combinations of foods and food and
beverages where appropriate
2.2 Provide assistance to customers on selection of food and
beverage items
2.3 Respond courteously and authoritatively to customer
questions in relation to menus and drink lists
2.4 Provide advice on menu items that reflect the special dietary
or cultural requirements of customers
Competency Standard : 16 PROVIDE A LINK BETWEEN KITCHEN AND SERVICE AREA
Element 1: Liaise between kitchen and service areas
• Performance Criteria
1.1 Relay information in a clear and concise manner using
appropriate communication techniques
1.2 Monitor and attend kitchen service points to ensure prompt
pick up of food
1.3 Check food in accordance with enterprise standards
1.4 Transfer food to the appropriate service points in accordance
with enterprise procedures
1.5 Advise appropriate colleagues on readiness of items for
service
1.6 Identify additional items required from the kitchen by
monitoring services areas and consulting with other service
colleagues
1.7 Make requests to kitchen staff based on identified needs
Element 2: Clean and clear food service areas
 Performance Criteria
2.1 Remove used items from service areas and safely transferred
to the appropriate location for cleaning
 2.2 Handle food scraps in accordance with hygiene regulations
and enterprise procedures
2.3 Clean and store equipment in accordance with hygiene
regulations and enterprise procedures
Element 3: Maintain effective relationships with colleagues
 Performance Criteria
3.1 Meet needs and expectations of colleagues in accordance
with organisation standards, policies and procedures and
within acceptable time frames
3.2 Assist to resolve workplace conflict and manage difficulties to
achieve positive outcomes
3.3 Seek informal feedback to identify and implement
improvements to products, services, processes or outcomes
for colleagues
3.4 Handle complaints positively, sensitively and politely in
consultation with the person/s making the complaint
3.5 Use non-discriminatory attitudes and language consistently
when interacting with staff and management
Competency Standard : 17 PROVIDE FOOD AND BEVERAGE SERVICES
Element 1: Prepare food and beverage
environment for service
1.1 Check requirements for the upcoming service session
1.2 Check cleanliness of the facility and conduct spot and
makeup cleaning as required
1.3 Set up dining area for trading session
1.4 Process incoming reservations to the establishment
Element 2: Set tables
2.1 Match table setting to menu for the session
2.2 Set tables and dress where appropriate
2.3 Complete final inspection of room and table
set ups
2.4 Identify and report recurring problems with set up to the
appropriate person to prevent recurrence
Element 3: Meet and greet guests
3.1 Welcome guests on arrival
3.2 Seat guests at nominated or designated
tables
3.3 Offer pre-meal services
3.4 Present menus and wine/drink lists
3.5 Provide service advice and information to
guests
Element 4: Take food and beverage orders
4.1 Take beverage orders and food orders
4.2 Sell menu items and drinks proactively
4.3 Recommend wines and drinks to
accompany selected foods
4.4 Respond to guest queries regarding menu
items and drink choices
4.5 Transfer orders to service and preparation
points
4.6 Adjust settings/covers to reflect menu items
selected
4.7 Liaise with other staff regarding intended
service delivery
Element 5: Serve food
5.1 Serve bread rolls at table
5.2 Serve dishes as ordered by guests
5.3 Check guest satisfaction as part of service
Delivery
5.4 Take remedial action in the event of guest
dissatisfaction
5.5 Clear table at appropriate times throughout
meal and on completion of meal
Element 6: Serve drinks
6.1 Serve pre-dinner drinks to table
6.2 Serve wines to table
6.3 Serve after-meal drinks to table
6.4 Coordinate timing of beverage service to
match courses/menu items being served
6.5 Clear glasses and beverage items
Element 7: Present account to guest
7.1 Compile guest account ready for
presentation
7.2 Present account to guest
7.3 Accept payment for account
7.4 Process payment of accoun
Element 8: Provide departure services
8.1 Assist guest in leaving table
8.2 Provide end-of-service assistance, as
required
8.3 Farewell guests
Element 9: Conduct shut down activities
9.1 Turn off electrical and service-related
equipment, where appropriate
9.2 Remove used linen items for laundering
9.3 Store, stock and replenish, where
necessary, for next service session
9.4 Dispose of waste
9.5 Clear and clean service area and service
items
9.6 Conduct session de-briefing
9.7 Conduct handover to incoming shift, where
appropriate
Competency Standard : 18 PROCESS A FINANCIAL SALE TRANSACTION
Element 1: Prepare point of sale area for
operation
1.1 Prepare point of sale register/terminal for
operation
1.2 Open point of sale register/terminal
1.3 Obtain cash float
1.4 Ensure supplies of change
1.5 Obtain supplies of point of sale
documentation
1.6 Clean and tidy the point of sale area and
equipment
Element 2: Process payments and receipts
during trade
2.1 Calculate or verify amount due from
customer/guest
2.2 Accept cash payments and issue receipts
2.3 Accept non-cash payments and issue
receipts
2.4 Process advanced deposits and payments
2.5 Process refunds
2.6 Give change as required
2.7 Complete required documentation
throughout trading to record transactions
2.8 Issue cash internally, as required
2.9 Make cash payments on behalf of the
enterprise
2.10 Apply appropriate customer/guest service
skills
Element 3: Reconcile financial transaction at
end of trade
3.1 Close point of sale register/terminal
3.2 Secure point of sale area
3.3 Obtain register/terminal reading
3.4 Count cash in register/terminal
3.5 Calculate non-cash payments/receipts for
the period
3.6 Determine balance between
register/terminal reading and cash and
non-cash totals
3.7 Investigate and resolve discrepancies with
takings
3.8 Complete end of shift takings
documentation
3.9 Forward documentation and takings to
designated locatio
Competency Standard : 19 PROVIDE GUERIDON SERVICE
Element 1: Promote gueridon service to
guests
1.1 Identify the range of menu items that may be
offered via gueridon service
1.2 Describe and promote a range of gueridon
menu items to guests and potential guests
1.3 Describe the procedures involved in the
provision of gueridon service to guests
1.4 Identify, describe and explain the role of
ingredients used in gueridon service of
menu items
1.5 Select and use appropriate materials on
gueridon trolley to assist in the promotion of
gueridon service
Element 2: Prepare gueridon equipment for
service
2.1 Clean and maintain gueridon trolleys,
equipment and utensils
2.2 Prepare trolleys and service area for service
with equipment, utensils and linen
2.3 Select food and non-food items for service to
match menu items
2.4 Verify the quality and condition of food and
non-food items prior to use
2.5 Position gueridon trolleys for maximum
impact on sales potential
Element 3: Prepare and serve menu items
3.1 Prepare and serve a range of food menu
items using the gueridon
3.2 Prepare and serve a range of beverage
menu items using the gueridon
3.3 Prepare accompaniments to accompany a
range of menu items using the gueridon
3.4 Involve and entertain guests as part of the
gueridon service experience
3.5 Present finished menu items for service in a
professional and attractive manner
3.6 Clear and clean trolleys and other gueridon
equipment and utensils on completion of the
provision of gueridon service
Competency Standard : 20 PROVIDE SILVER SERVICE
Element 1: Prepare for silver service
1.1 Identify the range of menu items that may be
offered via silver service
1.2 Identify the equipment and utensils used in
the delivery of silver service
1.3 Differentiate between full silver service and
semi-silver service
1.4 Ready the dining area for silver service
1.5 Set tables to silver service standard
Element 2: Liaise with other staff
2.1 Work cooperatively with other waiting staff to
deliver timely silver service
2.2 Coordinate with kitchen staff to deliver timely
silver service in accordance with identified
guests needs and preferences
2.3 Communicate with cashier to ensure correct
charges are levied for silver service menu
item
Element 3: Serve meals
3.1 Adjust covers in-line with the orders that
have been taken
3.2 Select required silver service equipment and
utensils to enable service of the orders that
have been taken
3.3 Collect and verify food items from kitchen in
accordance with the orders that have been
taken
3.4 Transport items from kitchen to table and
present to guests
3.5 Serve food items to guest
3.6 Serve beverage items to guests
3.7 Communicate with guests during and after
the delivery of silver service to achieve a
positive guest experience

Competency Standard 21: Serve a range of wine products

Can I ? PC NYC Evidence
Element 1: Develop wine knowledge
 Performance Criteria:
1.1 Identify and differentiate between wine styles
1.2 Identify and differentiate between the major grape varieties
used in wine production
1.3 Identify major wine producing countries and the wines they
produce
1.4 Identify the steps in basic wine production
1.5 Describe variations in grape growing and wine production
techniques
1.6 Interpret wine labels to identify and make assessment of wine
contained within bottles
Element 2: Store and retrieve wines
 Performance Criteria:
2.1 Develop in-house wine storage facilities
2.2 Create floor wine displays and self-service stands
2.3 Store wines in established wine storage facilities
2.4 Retrieve wines for service/sale
Element 3: Undertake sensory appraisal of wines
 Performance Criteria:
3.1 Create the conditions for wine tasting and appraisal
3.2 Evaluate wines by sight, taste and smell
 3.3 Identify wines by style and grape variety
3.4 Determine wine quality and characteristics
3.5 Identify wine fault
Element 4: Provide advice to patrons
4.1 Present wine list/lists to patrons
4.2 Identify patron preferences and food that has been ordered
4.3 Recommend suitable wine and food combinations to meet
identified needs and preferences
4.4 Explain choice of recommended wine and food combinations
4.5 Inform patrons of relevant wine production countries, grape
varieties, wine production techniques and associated wine
industry information, trends and details
4.6 Interpret wine medals and wine judging methodologies

Competency Standard 22: Receive and Securely Store In-Coming Goods

Can I ? PC NYC Evidence
Element 1: Accept delivery of stock

Performance Criteria:
1.1 Check internal systems to identify incoming stock
1.2 Prepare the area to receive stock
1.3 Verify delivery is for the premises
1.4 Check incoming stock against relevant documentation
1.5 Check stock received against stock ordered
1.6 Identify variations between delivery and documentation
1.7 Return stock identified for return to supplier
1.8 Follow-up on variations between delivery and relevant
documentation
1.9 Manage excess stock within the organisation
1.10 Secure new stock against damage and/or theft.
Element 2: Store stock
Performance Criteria:
2.1 Move stock to the required operational area

2.2 Apply appropriate occupational health and safety skills

2.3 Unpack stock items, as required
2.4 Load stock into storage units
2.5 Remove waste from the storage areas
2.6 Label stock to identify items
Element 3: Maintain stock and storage areas
Performance Criteria:
3.1 Rotate stock aligning with enterprise and stock item
requirements
3.2 Inspect stock and storage areas
3.3 Take remedial action where stock related issues are identified
3.4 Clean and tidy storage areas
3.5 Identify stock usage rates.
Element 4: Finalise documentation and stock management system
requirements
4.1 Check and verify stock related documentation
4.2 Enter data into stock systems to update stock level
4.3 Authorise supplier documentation for processing and
payment

Competency Standard 23 : Take food orders and provide courteous table service
Can I ? PC NYC Evidence
 Element 1: Prepare food and/or food and beverage outlet for
service
1.1 Check food service area and customer facilities for
cleanliness prior to service, in accordance with
enterprise procedures, and where required, take
corrective action/s
1.2 Check and prepare equipment for service
1.3 Check cleanliness and condition of tables and all
table items, prior to service and take necessary
corrective action

Element 2: Take and process orders

2.1 Provide a helpful and attentive approach to
customers
2.2 Take and record orders accurately and legibly
2.3 Convey orders promptly to the kitchen and/or bar
2.4 Give customers advice on product selections, if
required
Element 3: Prepare and pack take away food and beverages
3.1 Present and pack food and beverage items in
3.2 accordance with enterprise procedures and relevant
health regulations
3.3 Apply safe food handling practices in accordance with
enterprise procedures and relevant health regulations
3.4 Dispose of spoiled products in accordance with
3.5 enterprise procedures and relevant health regulations

Competency Standard 24 : Provide advice to patrons on food and beverage services

Can I ? PC NYC Evidence
Element 1: Update food and beverage knowledge
1.1 Research general information on food and beverage products
1.2 Identify information required to fulfil responsibilities of job
role
1.3 Develop and maintain product knowledge in line with job role
and responsibilities
1.4 Identify features of specific food and beverages which have
potential customer appeal
Element 2: Advise on menu items
2.1 Offer advice on suitable combinations of foods, and food and
beverages, where appropriate
2.2 Provide assistance to customers on selection of food and
beverage items
2.3 Respond courteously and authoritatively to customer
questions in relation to menus and drink lists
2.4 Discuss, where appropriate, methods of cooking and different
culinary styles in clear and simple language
2.5 Provide explanations, for menu items, where appropriate, in
clear and simple language
Element 3: Provide wine advice
3.1 Offer, where appropriate, assistance to customers making
wine selections
3.2 Provide specific advice on the compatibility of different wines
for menu items
3.3 Provide correct and current information about different wine
selections
3.4 Discuss, where appropriate, wine characteristics in clear and
simple language

Competency Standard 25: Process transactions for purchase of goods or services

Can I ? PC NYC Evidence
Element 1: Prepare point of sale area for operation
1.1 Prepare point of sale register/terminalfor operation
1.2 Open point of sale register/terminal
1.3 Obtain cash float
1.4 Ensure supplies of change
1.5 Obtain supplies of point of sale documentation
1.6 Clean and tidy the point of sale area and equipment

Element 2: Process payments and receipts during trade

2.1 Calculate or verify amount due from customer/guest
2.2 Accept cash payments and issue receipts
2.3 Accept non-cash payments and issue receipts
2.4 Process advanced deposits and payments
2.5 Process refunds
2.6Give change as required
2.6 Complete required documentation throughout trading to
record transactions
Issue cash internally, as required
2.7 Make cash payments on behalf of the enterprise
2.8 Apply appropriate customer/guest service skills
Element 3: Reconcile financial transaction at end of trade
2.1 Close point of sale register/terminal
2.2 Secure point of sale area
2.3 Obtain register/terminal reading
2.4 Count cash in register/terminal
2.5 Calculate non-cash payments/receipts for the period
2.6 Determine balance between register/terminal reading and
cash and non-cash totals
2.7 Investigate and resolve discrepancies with takings
2.8 Complete end of shift takings documentation
2.9 Forward documentation and takings to designated location

Competency Standard 26: Prepare and serve non-alcoholic beverages

Can I ? PC NYC Evidence
Element 1: Prepare and serve a range of teas and coffees
1.1 Select ingredients, tea/coffee making equipment and
crockery/glassware to prepare tea/coffee
1.2 Prepare drinks using appropriate method in accordance with
customer requests and required timeframe
1.3 Evaluate drink before presenting to customer

Element 2: Prepare and serve cold drinks

2.1 Select ingredients, equipment and glassware
2.2 Prepare drink in accordance with standard recipes or to
customer requests
2.3 Serve garnishes and accompaniments with drinks

Element 3: Use, clean and maintain equipment and machinery for

non-alcoholic drinks
3.1 Use machinery and equipment safely in accordance with
manufacturer's specifications and hygiene/safety requirements
3.2 Clean and maintain machinery and equipment regularly in
accordance with manufacturer's specifications and enterprise
cleaning and maintenance schedules
3.3 Identify problems promptly and report to the appropriate
person

Competency Standard 27: Provide room service

Can I ? PC NYC Evidence
Element 1: Take and process room service orders
1.1 Identify the range of room service products that are available
within the enterprise
1.2 Take guest order for room service
1.3 Use selling techniques to optimise room service sales
1.4 Confirm guest order for room service and advise of expected
service time
1.5 Record room service order
1.6 Action the room service order according to enterprise procedures
Element 2: Prepare for room service
2.1 Prepare basic food and beverage items for room service
2.2 Set up trays, trolleys and equipment for room service in
accordance with enterprise standards and orders received
2.3 Collect food and beverage items from kitchen and bars for room
service delivery
2.4 Verify food and beverage items prior to delivery to room
Element 3: Provide room service
3.1 Transport room service trays and trolleys to guest room
3.2 Request entry to guest room in accordance with enterprise
standards
3.3 Enter guest room and prepare for in-room service in accordance
with guest requirements or preferences, where applicable
3.4 Identify room service items that have been supplied and confirm
order with guest
3.5 Serve food items in accordance with enterprise standards and
guest requirements
3.6 Serve beverage items in accordance with enterprise standards
and guest requirements

Element 4: Present room service accounts

4.1 Verify room service documentation prior to presentation to guest
4.1 Present room service account to guest
4.2 Process payment of room service account

Element 5: Clear room service

5.1 Remove room service trays, trolleys and service items from guest
rooms and floors
5.2 Return room service trays, trolleys and service items to
appropriate location
5.3 Undertake ancillary duties in conjunction with clearing of room
service items
Element 6: Maintain readiness of room service area for service
6.1 Clean and maintain-room service trolleys
6.2 Clean room service crockery, cutlery and other items
6.3 Re-stock room service area to facilitate on-going readiness for
action

Candidate Name: Date: Candidate signature:

Reviewed By Trainer and/or Assessor

Name Assessor: Recommendations: Signature and date:

Adapted from a template provided in the DET, Australia. Designing assessment tools in VET. 2008.