NC For First Sem 14-15

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TR - COMMERCIAL COOKING NC IV Promulgated April 2007

CORE COMPETENCIES

UNIT OF COMPETENCY : PREPARE FOODS ACCORDING TO DIETARY AND
CULTURAL NEEDS

UNIT CODE : TRS512355

UNIT DESCRIPTOR : This unit refers to the preparation and cooking of foods to meet
both basic and specific dietary and cultural needs. It covers the
ability to apply basic nutritional principles as well as deal with
special dietary and cultural requirements normally encountered in
a variety of hospitality and catering establishments.

ELEMENT

PERFORMANCE CRITERIA

Bold and Italicized terms are elaborated in the Range Statement
1. Prepare and present foods to meet
basic nutritional needs
1.1 Foods are prepared to meet basic nutritional needs.
1.2 Appropriate ingredients are selected to ensure optimum quality of
end products including:
Raw foods
Convenience food products
1.3 Suitable preparation and cooking techniques are employed to
retain optimum nutritional values.
1.4 A variety of nutritionally balanced food is presented in an
appetizing and attractive manner.

2. Prepare and present foods to meet
special dietary requirements
2.1 The requirements for special diets are identified according to
instructions from relevant persons.
2.2 Essential ingredients are selected for special dietary
requirements.
2.3 Food texture is modified appropriately to suit specific requirements.
2.4 Food is presented in an appetizing and attractive manner.
3. Prepare foods to satisfy specific
cultural or religious needs
3.1 Requirements for specific cultural groups or special
customer requests are identified and met according to instructions
from relevant persons.
3.2 Appropriate equipment cooking techniques are employed for
specific diets.
3.3 Food is prepared and served taking into account specified or
requested cultural and religious considerations.
3.4 An adequate range of nutritionally balanced food is presented in an
appetizing and attractive manner.

RANGE OF VARIABLES

This unit applies to all hospitality and catering operations where food and related services are provided such as hotels and restaurants,
cafeterias, kiosks, canteens, cafes, educational institutions, health establishments, defense forces, corrective services, residential
catering, in-flight and other transport catering, events catering and private catering.

Basic nutritional requirements generally refer to recommendations made in the dietary guidelines made by the Nutritionists and
Dietitians Association of the Philippines endorsed by the Philippine Government and by other recognized health authorities. It includes
recommendations made for the general public including senior citizens, children, adolescents, in order to maintain a healthy balanced
diet.
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Special dietary and cultural requirements include therapeutic and contemporary eating regimes as well as customer requests and
preferences, and specific cultural and religious needs.

VARIABLE

RANGE

1. Relevant persons 1.1 Customers or family members
1.2 Supervisors and managers
1.3 Dieticians
1.4 Diet technicians
1.5 Health and medical personnel
1.6 Religious personnel
2. Special dietary requirements 2.1 Vegetarian
2.2 Vegan
2.3 Modified sodium/potassium
2.4 Low fat/cholesterol
2.5 Lacto-ovo
2.6 High fibre
2.7 Gluten-free
2.8 High/low energy
2.9 Diabetic
2.10 Modified texture
2.11 High/low protein
2.12 Fluids
2.13 Food exclusions for allergies and food intolerance.
2.14 Food exclusions related to specific medications.
2.15 Pork-free menu for Moslems
3. Contemporary eating regimes 3.1 Vegetarian
3.2 Low-fat or low carbohydrate
3.3 High-protein
3.4 Macrobiotic
3.5 Liver cleansing
3.6 Elimination
4. Special cultural groups 4.1 Kosher
4.2 Halal
4.3 Vegetarian
4.4 Hindu

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EVIDENCE GUIDE

1. Critical
aspects
of competency
Assessment requires evidences that the candidate:
1.1 Demonstrated the ability to prepare and/or modify a range of dishes to meet
different of dietary requirements.
1.2 Demonstrated knowledge of the dietary requirements of major cultural groups.
1.3 Demonstrated knowledge of the consequences of failing to heed special
requirements for food allergies, diabetes and other medical conditions and
customer-identified drug-food interaction.
2. Underpinning
knowledge
2.1 Different cultural, dietary and special requirements that may apply in different
contexts, including Halal and Haram
2.2 Basic principles and practices of nutrition including:
Nutrients and their food sources.
Influences on food choice
Food and beverage selection influences
Food labeling and interpretation.
Identification of food additives and preservatives.
Health implications of food choices.
HALAL
2.3 Common dietary sensitivities including food allergies and intolerance, diabetes and
other medical conditions, the existence of drug-food interactions, and the health and
legal consequences of failing to heed special requirements.
2.4 Commodity knowledge of ingredients suitable for meeting basic nutritional and
special dietary needs.
2.5 Logical and time efficient work flow.
3. Underpinning
skills
3.1 A variety of cooking techniques.
3.2 The effects of various cooking methods and food storage on nutrients.
3.3 Cookery techniques and recipe modification to suit special dietary requirements.
3.4 Principles and practices of hygiene and legislation on food safety.
3.5 Presentation techniques for food.
4. Resource
implications
4.1 Fully-equipped operational commercial kitchen (including industry-current
equipment)
4.2 Use of real ingredients and food items.
4.3 Industry-realistic ratios of kitchen staff to customers.
4.4 Preparation of dishes for customers with particular dietary needs within typical
workplace time constraints.
5. Method of
Assessment
5.1 Direct observation of the candidate preparing dishes for special dietary needs,
cultural preferential and to meet medical needs.
5.2 Sampling of dishes prepared by the candidate.
5.3 Evaluate of the suitability of dishes prepared by the candidate.
5.4 Oral or written questions to assess knowledge of dietary constraints and
consequences, resulting from cultural, preferential or medical needs.
5.5 Review of portfolios of evidence and third party workplace reports of on-the-job
performance by the candidate.
6. Context for
Assessment
6.1 Assessment may be done in the workplace or in a simulated workplace setting
(assessment centers)
6.2 Assessment activities are carried out through TESDAs accredited assessment
center

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UNIT OF COMPETENCY : TRANSPORT AND STORE FOOD IN A SAFE
AND HYGIENIC MANNER


UNIT DESCRIPTOR : This unit refers to the transportation of food
from a food preparation area to another
location. It also deals with holding or storage
on its arrival. Transportation refers to the
moving of food and food items from one
location to another. For example, transporting
food from a kitchen to a school or hospital or
providing event catering. It does not refer to
the transport of food from the kitchen to the
dining room or as part of room service.

ELEMENT


1. Identify appropriate food
transportation
1.1 Suitable food transportation vehicles are selected according to
establishment requirements.
2. Transport food safely and
hygienically
2.1 Food is packaged, loaded and unloaded appropriately.
2.2 Hygienic work practices are employed and occupational health and
safety regulations are observed.
2.3 Food transportation records are maintained appropriately and
accurately.
3. Store food safely and hygienically 3.1 Food storage conditions are selected appropriately for specific food
type including:
Dairy
Meat and fish
Fruit and vegetables
Dried goods
3.2 Appropriate environmental conditions are maintained for specific
food types to ensure freshness, quality and appearance.
3.3 Appropriate storage and holding methods are employed to optimize
nutritional quality.
3.4 Hygienic work practices are employed and occupational health and
safety procedures and practices are observed.
3.5 Storage areas are kept free from contaminants and pests.

RANGE OF VARIABLES

This unit applies to all hospitality and catering operations where food and related services are provided such as
hotels and restaurants, cafeterias, kiosks, canteens, cafes, educational institutions, health establishments,
defense forces, corrective services, residential catering, in-flight and other transport catering, events catering
and private catering.
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The type of transport used will vary according to the enterprise needs and the type of food being transported.

VARIABLE

RANGE

1. Types of transport May include but not limited to:
1.1 Vans
1.2 Cars
1.3 Refrigerated trucks
1.4 Trolleys, carts and push carts
2. National regulations guidelines May include but not limited to:
2.1 Temperature
2.2 Lining
2.3 Sealing
3. Environmental conditions May include but not limited to:
3.1 Temperature
3.2 Humidity
3.3 Exposure to light
3.4 Exposure to weather

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EVIDENCE GUIDE

1. Critical aspects of
competency
Assessment requires evidence that the candidate:
1.1 Demonstrated safe transport and storage of food items within food safety
requirements and regulations.
1.2 Demonstrated transport of a range of food item types.
2. Underpinning knowledge 2.1 The hygiene and OH&S requirements for food storage and transport.
2.2 Advantages and disadvantages of different forms of transport for particular
food items, quantities and circumstances.
2.3 Characteristics of different food items and conditions required to maintain
optimum freshness, palatability and safety.
2.4 HACCP principles applied to catering.
3. Underpinning
skills
3.1 Safe work practices in particular to loading and unloading, lifting and
dealing with heated surfaces.
3.2 Safe storage principles and practices for different food types, including
storage options.
4. Resource
implications
The following resources must be provided:
4.1 Use of real food items to be transported
4.2 Relevant transportation and storage equipment to move food between
locations.
5. Method of
Assessment
Competency may be assessed through:
5.1 Direct observation of the candidate of transporting and storing food items.
5.2 Inspection of food transported and stored by the candidate.
5.3 Problem solving and case studies to address various conditions which
apply to the transport and storage of different food items.
5.4 Written or oral questions to test knowledge of hygiene issues related to
transport and storage.
5.5 Review of portfolios of evidence and third party workplace reports of on-
the-job performance by the candidate.
6. Context for Assessment 6.1 Assessment may be done in the workplace or in a simulated workplace
setting (assessment centers)
6.2 Assessment activities are carried out through TESDAs accredited
assessment center.

UNIT OF COMPETENCY : APPLY CATERING CONTROL PRINCIPLES

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UNIT DESCRIPTOR : This unit covers the application of catering control principles to the
ordering, receiving, storage and processing of food to minimize
wastage.

ELEMENT


1. Identify procedures to reduce
wastage
1.1 Appropriate procedures for reducing wastage during
ordering, receiving, storage and processing of food are
identified.
1.2 Appropriate control measures are identified to reduce loss.
2. Carry out catering control
procedures

2.1 Portion control is carried out effectively.
2.2 Calibrated equipment are used correctly to ensure correct
portion control.
2.3 Recipes are accurately followed to avoid wastage.
2.4 Suitable quantities of stock are ordered to avoid over or under
ordering.
2.5 Stock are rotated and documented accurately.
2.6 Food is stored correctly and securely to minimize wastage and
loss.

3. Minimize waste 3.1 Re-usable products of food preparation and cooking are
utilized effectively.
3.2 Recyclable products are utilized and disposed in an
environmentally appropriate way.
3.3 Non-recyclable products are disposed of according to health
and safety requirements, relevant regulations and in
environmentally appropriate way.

RANGE OF VARIABLES


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Catering control procedures are the processes and procedures implemented at the operational level that result
in the control of costs, energy usage, materials and time.

VARIABLE

RANGE

1. Procedures for reducing wastage May include but not limited to:
1.1 Portion control
1.2 Ordering to specifications
1.3 Stock rotation
1.4 Using appropriate equipments
1.5 Appropriate storage
1.6 Using standard recipe cards
2. Re-usable products May include but not limited to:
2.1 Meat and fish off-cuts
2.2 Bones and trimmings
2.3 Vegetable peelings and off-cuts
3. Recyclable products May include but not limited to:
3.1 Glass bottles and jars
3.2 Plastics
3.3 Paper and cardboard
3.4 Tin or aluminum containers.
3.5 Vegetable matter

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EVIDENCE GUIDE

1. Critical aspects of competency
1.1 Demonstrated the ability to use portion control, stock
control and other waste reduction measures effectively.
1.2 Demonstrated the ability to minimize wastage and to
manage waste productively, including re-cycling systems.
1.3 Demonstrated the ability to conform with the establishments
menu standards.
2. Underpinning knowledge 2.1 Links between hygiene and food safety and waste
minimization.
2.2 Preparation and cooking procedures that assist in
minimizing waste.
3. Underpinning skills 3.1 Stock control procedures that assist in minimizing waste.
3.2 Storage procedures that assist in minimizing waste.
4. Resource implications The following resources must be provided:
4.1 Fully-equipped commercial kitchen using real ingredients
and food items.
4.2 Production of portion-controlled menu items.
5. Method of Assessment Competency may be assessed through:
5.1 Evaluation of amount of products used by the candidate
across a period of operation.
5.2 Review of reports prepared by the candidate detailing ways
in which waste were minimized during a service period.
5.3 Written or oral questions to test knowledge of waste
minimization and control systems.
5.4 Review of stock control and portion control documentation
prepared by the candidate.
5.5 Review of portfolios of evidence and third party workplace
reports of on-the-job performance by the candidate.
6. Context for Assessment 6.1 Assessment may be done in the workplace or in a
simulated workplace setting (assessment centers)
6.2 Assessment activities are carried out through TESDAs
accredited assessment center

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UNIT OF COMPETENCY : DEVELOP MENUS TO MEET SPECIAL
DIETARY AND CULTURAL NEEDS


UNIT DESCRIPTOR : This unit refers to the development of menus and meal plans,
including meeting specific dietary and cultural needs of different
target markets.

ELEMENT


1. Identify the dietary and cultural
requirements of customers
1.1 Dietary and cultural requirements of different target groups
are identified through consideration of all appropriate factors.
1.2 Contemporary dietary trends and regimes are taken into
consideration in assessing dietary requirements.
1.3 Dietitians, medical specialists, or other relevant personnel are
liaised with in order to identify and confirm requirements.
2. Develop menus and meal plans to
meet dietary and cultural
requirements.
2.1 A variety of suitable foods, meals and menus are selected for
specific dietary requirements taking account of Dietary
Guidelines and menu planning principles.
2.2 Meal plans and menus that promote good health and reduce
the incidence of diet-related health problems are developed in
consultation with relevant personnel, according to job role.
2.3 Cyclic menus are prepared when required and they are
balanced in terms of nutritional requirements and variety.
2.4 Food preparation and cooking methods are recommended to
maximize nutritional value of food.
2.5 Appropriate combinations of food are identified to meet macro
and micro nutrient requirements.
2.6 Special needs are taken into consideration including texture,
composition and portion size.
2.7 Sufficient choices of dishes are incorporated into the menus.
2.8 Menus are costed to comply with costing constraints.
2.9 Correct terminology is used in menus and meal plans.
3. Evaluate meals and menus 3.1 Meals and menus are evaluated using appropriate methods to
ensure customer satisfaction based on the enterprises menu
standard.
3.2 Menus are adjusted as required to ensure dietary needs and
goals are met.

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RANGE OF VARIABLES

hotels and restaurants, cafeterias, kiosks, canteens, cafes, educational institutions, health establishments, defense
forces, corrective services, residential catering, in-flight and other transport catering, events catering and private
catering.

Evidence is required of knowledge and understanding of a range of different cultural, dietary and special
requirements. However, the focus of this range will vary according to the target markets of a particular workplace.
Special dietary needs include therapeutic and contemporary regimes as well as customer requests.

A variety of menus and meal plans must be developed to meet differing requirements. They may be developed to
address the requirements of individuals or larger target audiences.

VARIABLE

RANGE

1. Dietary and cultural needs of target
groups
May include but not limited to:
1.1 Age requirements
1.2 Lifestyle
1.3 Food preferences
1.4 Food restrictions or allergies
1.5 Physical condition
1.6 Nutritional requirements
1.7 Those with varying nutritional and energy requirements
due to physical condition
1.8 Cultural or religious needs
1.9 Meal breakfast, lunch, dinner
1.10 Occasion
2. Target groups refers to all sectors of the
population
2.1 Infants
2.2 Children
2.3 Adolescents
2.4 Athletes
2.5 The aged
3. Special cultural groups May include but not limited to:
3.1 Halal
3.2 Vegetarian
3.3 Hindu
4. Contemporary diet regimes May include but not limited to:
4.1 Vegetarian
4.2 Low-fat, low carbohydrate or low kilojoule
4.3 Macrobiotic
5. Menus and meal plans May include but not limited to:
5.1 Daily meal plans
5.2 Daily or weekly menus
5.3 Cyclic menus

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VARIABLE

RANGE

6. Special dietary requirements May include but not limited to:
6.1 Vegetarian
6.2 Vegan
6.3 Modified sodium/potassium
6.4 Low fat/cholesterol
6.5 Lacto-ovo
6.6 High fiber
6.7 Gluten fee
6.8 High/low energy
6.9 Diabetic
6.10 Modified texture
6.11 High/low protein
6.12 Non-pork meals
6.13 Fluids
6.14 Exclusions for allergies and food intolerance
7. Methods used to evaluate diets and meal
plans and analyze foods
7.1 Computer programs
7.2 Customer feedback questionnaires
7.3 Interviews with customer and health support personnel
7.4 Nutrition guides

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EVIDENCE GUIDE

competency
1.1 Demonstrated the ability to prepare menus and meal plans to meet
different dietary and cultural needs.
1.2 Demonstrated knowledge of commodities required to meet particular
dietary and cultural needs.
1.3 Demonstrated knowledge of the consequences of failing to heed special
dietary requirements.
2. Underpinning
knowledge
2.1 Basic principles and practices of nutrition, including:
Nutrients and their food sources
Influences on food choice
Food labeling requirements and interpretation
Food additives and preservatives
Health implications of food choices.
2.2 Dietary sensitivities including food allergies and intolerance, diabetes and
other medical conditions and the existence of drug-free interactions, and
the health and legal consequences of failing to heed special
requirements.
2.3 Commodity knowledge of ingredients suitable for meeting basic nutritional
and special dietary needs.
2.4 The effects of various cooking methods and food storage on nutrients.
3. Underpinning
skills
3.1 Cookery techniques and recipe modification to suit special dietary
requirements.
4. Resource
implications
4.1 Project or work activities that allow the candidate to develop menus to
meet multiple and differing and cultural needs.
5.1 Evaluation of menus and meal plans prepared by candidate involving a
variety of target markets and purposes.
5.2 Case studies to assess ability to develop menus and meal plans for
different target groups and circumstances.
5.3 Written or oral questions to test knowledge of nutrition, cultural and
dietary requirements.
6. Context for
Assessment
6.1 Assessment may be done in the workplace or in a simulated workplace
assessment center

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UNIT OF COMPETENCY : SELECT CATERING SYSTEMS
(MICROS, IFCA AND OTHERS)


UNIT DESCRIPTOR : This unit deals with the evaluation and selection of catering
systems, including cook chill systems, to meet the food production
needs of a catering enterprise. It focuses on the planning and
evaluation processes undertaken by supervisors and managers
prior to the purchase of a system.

ELEMENT


1. Review catering system
requirements

1.1 Catering systems requirements are reviewed taking into
account all relevant factors including:
Type of menu and nutritional requirements
Production volume
Location of service points
Holding requirements
F & B cost control
1.2 Constraints are identified including the availability of:
Facilities and equipment
Operational issues
Financial resources
Human resources (current skills and training needs)

2. Evaluate and select the catering
system
2.1 Food production characteristics of systems are evaluated
against identified requirements.
2.2 System processes and equipment is evaluated for all stages of
the food production process.
2.3 Staffing requirement for specific systems is evaluated and
matched with identified requirements.
2.4 Installation requirements for the specific systems and their
operational impacts are evaluated.
2.5 The production and organizational changes required to
introduce particular systems are taken into account.
2.6 Advantages and disadvantages of different systems are
considered and selections are made accordingly.

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RANGE OF VARIABLES


VARIABLE

RANGE

1. Catering systems May include but not limited to:
1.1 Cook fresh
1.2 Cook chill 5 day life
1.3 Cook chill extended life
1.4 Cook freeze
2. Stages of the food production processMay include but not limited to:
2.1 Receiving
2.2 Storing
2.3 Preparation
2.4 Preparation/cooking
2.5 Post-cooking storage
2.6 Re-thermalization where applicable
2.7 Serving

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EVIDENCE GUIDE

Competency
1.1 Demonstrated the ability to assess and select catering systems for specific
catering operations.
1.2 Demonstrated the ability to determine enterprise needs and constraints in
selecting a system.
2. Underpinning
knowledge
2.1 Types of catering systems and their operating features including:
Fresh cook
Cook chill 5 day life
Cook chill extended life
Cook freeze
2.2 Knowledge and understanding of the nutrition principles which relate to
each system.
2.3 Knowledge of requirements, regulations and legislation that impact on
different systems including occupational health and safety, hygiene codes,
HACCP and storage issues.
2.4 Knowledge on F & B cost control.
3. Underpinning
skills
3.1 Principles and methods of cookery, including preparation and cookery
techniques for all major food groups.
4. Resource
implications
4.1 Project or work activities that allow the candidate to select system for
specific workplace situations and needs.
5.1 Case studies to assess ability to select appropriate catering systems for a
particular enterprise or context.
5.2 Project to select an appropriate catering system for an enterprise including
research, costing, evaluation and recommendations.
5.3 Evaluation of reports prepared by the candidate detailing the processes
and challenges involved in the selection of a catering system.
5.4 Written or oral questions to test knowledge of advantages and limitation of
various catering systems.
6. Context for
Assessment
assessment center

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UNIT OF COMPETENCY : MANAGE FACILITIES ASSOCIATED WITH
COMMERCIAL CATERING CONTRACTS


UNIT DESCRIPTOR : This unit deals with the management of small-scale facilities
associated with commercial catering contracts. It reflects a
situation where a caterer may hold a contract to operate a catering
outlet within a venue owned by another organization (eg. within a
school or sporting club).

ELEMENT


1. Organize maintenance
of facilities
1.1 Scope of maintenance requirements is identified in accordance with
contract or scope of operations.
1.2 Responsibility for specific maintenance functions is allocated considering
the advantages and disadvantages of in-house staff and external
contractors.
1.3 Regular maintenance of facilities is organized on time to meet specific
requirements and to meet budgetary targets.
2. Manage catering
stores and storage
areas
2.1 Stocks are purchased, received, stored and transferred according to
contracted requirements and negotiated supplier agreements.
2.2 Storage, stock control and distribution systems are organized for the
specific facility in accordance with contracted requirements, OH&S and
health department regulations.
2.3 Accurate records and reports are maintained according to enterprise policy
and procedures.
3. Maintain a facilities
assets register
3.1 All assets are identified and registered clearly.
3.2 Routine audits of assets are conducted.
3.3 Asset and inventory reports are issued according to enterprise practices.
4. Manage client services
associated with the
facility
4.1 Stakeholders are liaised with to determined general and specific
requirements for client service.
4.2 Exiting client services across all areas of operation are monitored to
identify areas for improvement.
4.3 Temporary or permanent upgrades or modifications of existing
services and facilities are arranged as required and in accordance with
appropriate regulations.
4.4 Additional human, physical or financial resources are organized in
accordance with customer requirements.
4.5 Provisions of new services or facilities are arranged when required.
4.6 Budgeting targets are maintained in the management of client services.
4.7 Feedback on catering service is reviewed and provision of client service is
modified accordingly.

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RANGE OF VARIABLES


VARIABLE

RANGE

1. Maintenance May include but not limited to:
1.1 Gardening
1.2 Cleaning
1.3 Building and repairs
1.4 Laundry
1.5 Plumbing and electrical
2. Stock control procedures May include but not limited to:
2.1 Stocktaking and reconciliation
2.2 Stock rotation
2.3 Authorizing access
2.4 Issuing and requisition systems
2.5 Receiving control
2.6 Locks and other security systems
2.7 Inventory of items to be brought on-site
3. Stakeholders May include but not limited to:
3.1 The venue owner
3.2 Staff
3.3 Customers
4. Areas of operation to be monitored May include but not limited to:
4.1 Quality of service
4.2 Quality of catering
4.3 Adequacy of staffing levels
4.4 Costs of operations
4.5 Hours of operation
4.6 Appropriate integration of the facility within the overall venue
and associated operational issues
4.7 Appropriateness of location
1. Upgrades or modifications of
new or existing services
5.1 Additional capacity
5.2 Amended or expanded menus
5.3 Expansion of facility
5.4 Adjusted staffing arrangements

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EVIDENCE GUIDE

Competency
1.1 Demonstrated the ability to manage the operation of a commercial
catering facility in accordance with contractual agreements, including
maintenance, storage and client service.
1.2 Demonstrated knowledge of the key factors that impact on the
management of commercial catering facilities.
2. Underpinning
knowledge
2.1 Types of arrangements between venues and catering contractors
including scope of typical contracts and services.
2.2 Procedures for developing and maintaining an assets register.
3. Underpinning
skills
3.1 Stock control systems and procedures found in commercial catering
facilities.
3.2 Analytical and planning skills for evaluation of existing operations and
planning of adjustments.
3.3 Financial control processes in the context of catering operations.
4. Resource
implications
4.1 Fully-equipped operational commercial catering outlet.
4.2 Project or work activities conducted over a period of time to allow the
candidate to demonstrate the implementation and monitoring aspects of
the unit.
5.1 Evaluation of projects undertaken by the candidate to establish and monitor a
small-scale catering outlet (e.g. for an event)
5.2 Evaluation of reports prepared by the candidate detailing processes and
systems used to manage a catering facility.
5.3 Case studies to assess ability to establish systems for different style of
catering facilities.
5.4 Written or oral questions to test knowledge of advantages and limitations of
asset management systems.
5.5 Review of portfolios of evidence and third party workplace reports of on-the-
job performance by the candidate.
6. Context for
Assessment
assessment center

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UNIT OF COMPETENCY : PLAN THE CATERING FOR AN EVENT OR
FUNCTION
UNIT DESCRIPTOR : This unit deals with the skills and knowledge required to plan the
catering of an event or function. While catering is the major focus
of this unit, it also refers to additional services which may be
offered by a caterer such as those related to dcor and theme.
However, the unit does not cover the broader event management
skills required for a major event which are covered in other
specialist event management units within the Tourism Training
Packages.

ELEMENT


1. Identify overall event
objectives and scope
1.1 Key objectives of the event are clarified and agreed upon in consultation
with stakeholder.
1.2 Key information is analyzed and consulted with stakeholders to
determined the broad scope of the event including indicators for:
Size and numbers of guests/delegates
Location (s)
Time and duration
Budget
Dietary restrictions
Guests profile
1.3 Factors which may impact on the event catering,are identified and
analyzed.
2. Prepare the catering
concept for an event or
function
2.1 Ideas to the overall event concept, theme and format are contributed
according to scope of responsibility.
2.2 The key elements for catering are identified and defined in consultation
with stakeholders to reflect the objectives and meet the needs of
customers.
2.3 Creative elements are incorporated into catering concept and theme.
2.4 Operational practicality and cohesiveness of the catering concept, theme
and format are verified through consultation and analysis.
3. Prepare and
implement an
operational plan for
the catering of an
event or function
3.1 Operational plan for the provision of catering and ancillary services is
prepared identifying steps, activities and sequence.
3.2 Appropriate risk management is incorporated into the plan.
3.3 Details are reviewed, verified and finalized with the client.
3.4 Accurate and complete information on the catering concept and
operational plans is provided to all relevant stakeholders to ensure
timely and effective planning and implementation.
3.5 Approval from relevant stakeholders is obtained prior to implementation.
3.6 Banquet event order / contract is disseminated to different departments
needing coordination.
3.7 The catering plan for the event is implemented and monitored making
adjustments as required.
3.8 Feedback is obtained after the event and plans are reviewed to evaluate
the degree to which it met objectives and customer requirements.

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RANGE OF VARIABLES

This unit applies to all catering operations where event catering is provided.

Events and functions may be in a central location or across a range of smaller locations indoors or outdoors.

VARIABLE

RANGE

1. Events and functions May include but not limited to:
1.1 Sporting events.
1.2 Defense operations
1.3 Show, exhibitions
1.4 Product launches
1.5 Trade shows
1.6 Conferences
1.7 Meetings or seminars
1.8 Training events
1.9 Social celebrations
1.10 Awards night
1.11 Christmas parties
1.12 Thanksgiving/victory parties
1.13 Seminars
2. Key information May include but not limited to:
2.1 Purpose
2.2 Concept
2.3 Style and theme
2.4 Date, time and venue
2.5 Catering requirements
2.6 Audience or market
2.7 Overall budget estimate
3. Stakeholders May include but not limited to:
3.1 Event customer
3.2 Suppliers and contractors
3.3 Local community
3.4 Organizing committees
3.5 Local authorities
3.6 Colleagues
3.7 Entertainers
4. Key elements for catering May include but not limited to:
4.1 Type of food
4.2 Style of service
4.3 Timing of service
4.4 Link between food and other aspects of the event (eg.
speeches)
4.5 Production and transport issues
4.6 Catering staff requirements
4.7 Liaison with others involved in the event.
4.8 Seating arrangements

_______________________________________________________________________________________________22

VARIABLE

RANGE

5. Ancillary services May include but not limited to:
5.1 Theme and dcor
5.2 Management of the event
5.3 Staffing
5.4 Logistics
6. Operational plan May include:
6.1 Costing of components and total catering
6.2 Management
6.3 Staffing and contracting
6.4 Roles and responsibilities
6.5 Logistics and transport details
6.6 Resources eg. venue, commodities, equipment, machinery,
vehicles and staff
6.7 Security arrangements
6.8 Purchasing of food, materials and equipment
6.9 Production and distribution of food and beverage.

_______________________________________________________________________________________________23

EVIDENCE GUIDE

Competency
1.1 Demonstrated the ability to plan catering which reflects event objectives, is
operationally practical and which results in the achievement of objectives.
1.2 Demonstrated knowledge of the creative options to be considered when
developing for catering for an event.
1.3 Demonstrated knowledge of issues and challenges associated with event
catering.
2. Underpinning knowledge 2.1 Knowledge of the different catering options and styles for different types,
different types of customer and varying numbers.
2.2 Space and equipment requirements for different styles of catering and
varying numbers.
2.3 Staffing requirements for particular types of catering.
2.4 Knowledge of typical formats and running orders for different styles of
events.
2.5 Knowledge of what each department should do.
2.6 Customer service.
2.7 Knowledge on working proposals, quotations and contracts.
2.8 Knowledge on the servicewares to be used.
3. Underpinning
skills
3.1 Operational constraints for catering within different styles of venue.
3.2 Operational constraints for catering in different climatic conditions.
3.3 Principles and practices of food safety for preparation, storage and
transport of food.
4. Resource
Implications
4.1 Project or work activities conducted over a period of time that allow the
candidate to plan and organize event catering, and then to monitor the
actual catering service at the event or function.
4.2 Access to and interaction with event industry suppliers.
4.3 Involvement of and interaction with an event principal or organizing group.
5. Method of
Assessment
5.1 Evaluation of the catering at an event where catering is coordinated by the
candidate.
5.2 Case studies to assess ability to develop catering concepts and plans for
different types of event.

5.3 Evaluation of reports prepared by the candidate detailing the planning
processes undertaken for an event and highlighting particular challenges
and issues.
5.4 Written or oral questions to elicit further explanations on various aspects of
planning.
6. Context for Assessment 6.1 Assessment may be done in the workplace or in a simulated workplace
assessment center

_______________________________________________________________________________________________24

UNIT OF COMPETENCY : DESIGN MENUS TO MEET MARKET NEEDS


UNIT DESCRIPTOR : This unit deals with the skills and knowledge to
use menu planning as a marketing and management tool. It is an
extension of skills identified in the unit Plan and control menu-
based catering.

ELEMENT


1. Identify and evaluate target
markets for the catering outlet
1.1 Target markets for the enterprise are identified based on past
and current operations and performance.
1.2 Potential target markets are identified based on review of the
current market place and the nature and style of the operation.
1.3 Preference of key markets are evaluated and matched with
overall enterprise products and services.
2. Evaluate market trends in food
service
2.1 Information sources on market trends in food service are
identified and accessed.
2.2 Market trends are evaluated for relevance to the enterprise
current and potential markets.
3. Create menu based on market
analysis and within budgetary
constraints
3.1 Relevant market trends are incorporated into food service and
menu planning.
3.2 Menus are developed taking into account enterprise
operational constraints or limitations.
3.3 Menus are constructed to meet profitability targets.
3.4 Menus are developed taking into account the dietary
instructions of the markets.
4. Monitor menu performance 4.1 Customer satisfaction with menus is monitored based on
demand patterns and in consultation with customers and
operational staff.
4.2 Menu items are analyzed in terms of sales and profit
performance.
4.3 Menus are adjusted based on feedback and profitability.

_______________________________________________________________________________________________25

RANGE OF VARIABLES


VARIABLE

RANGE

1. Target markets May include but not limited to:
1.1 Those with particular nutritional or dietary needs and
interests.
1.2 Young people (elementary, highschool)
1.3 Older people (professionals, yuppies)
1.4 Infants/children/adolescent
1.5 Prison populations
1.6 Defense forcers
1.7 Athletes
1.8 Health care customers (the young and the old who is
physically challenged)
1.9 People from specific cultural or religious groups
1.10 People from different socio-economic groups
1.11 Students (college)
2. Market trends in food service May include but not limited to:
2.1 Contemporary eating habits
2.2 Media influence
2.3 Cultural and ethnic influences
2.4 Seasonal and popular influences
2.5 Major events and festivals
3. Types of menus May include but not limited to:
3.1 Table dhte
3.2 la carte
3.3 Set
3.4 Function
3.5 Buffet
3.6 Cyclical
3.7 Semi- al carte
3.8 Californian menu

_______________________________________________________________________________________________26

EVIDENCE GUIDE

Competency
1.1 Demonstrated the ability to conduct market research, identify current and
relevant trends.
1.2 Demonstrated the ability to cost menus and food items and develop menus
within budgets.
1.3 Prepared menus meeting the needs of a range of different target markets.
1.4 Demonstrated the ability to design all types of menus.
2. Underpinning
knowledge
2.1 Different types and styles of menus for different type of food outlets.
2.2 Historical development of menus, modern trends in menus.
2.3 Current food trends, typical cultural and ethnic dining influences.
2.4 Product knowledge of commodities required to meet menu needs of
particular target groups, seasonal products.
2.5 Principle of nutrition, ways of planning nutritionally-balanced menus, the
effects of cooking on the nutritional value of food and the nutritional needs
of target groups.
2.6 Culinary terms used in relation to menus and food items.
2.7 Sources of information on food service trends.
2.8 Menu merchandising (lay-out, paper, cala, harmony)
2.9 Menu listing (descriptive early)
3. Underpinning
skills
3.1 Costing and budgeting techniques for menus.
3.2 Basic market research techniques in specific relation to food service
preferences and trends.
4. Resource
implications
4.1 Project or work activities that allow the candidate to develop multiple menus
to meet a range of target markets for various catering operations or
hospitality outlets.
4.2 Use of current industry costing data and market trend information.
5.1 Review of menus prepared by candidate to meet the needs of different
target groups and markets.
5.2 Case studies to assess ability to develop menus to meet differing needs.
5.3 Written or oral questions to test knowledge of marketing issues, current
trends on food.
6. Context for
Assessment
assessment center

_______________________________________________________________________________________________27

UNIT OF COMPETENCY: DEVELOP A FOOD SAFETY PROGRAM


UNIT DESCRIPTOR : This unit refers to the development, implementation and evaluation of a food safety
program for a hospitality or catering operation where food is stored, prepared
and served.

ELEMENT

Bold and italicized terms are elaborated in the Range of Variables

1. Identify needs for the food
safety program
1.1 Characteristics of the enterprise are evaluated, including:
Size and nature of organization
at risk client groups
layout
menu
production equipment
facilities
re-thermalization and service requirements
1.2 Food safety hazards or any particular issues or risk situations
are identified.
1.3 Existing policies, procedures, practices and product
specifications are evaluated and the need for change or
enhancement is assessed.
2. Develop a food safety program
for a specific commercial
catering enterprise
2.1 Food safety program is designed to suit the characteristics and
needs of the enterprise, in consultation with appropriate
colleagues and stakeholders.
2.2 Food production flow charts are developed.
2.3 Critical control points in the food production system are
identified.
2.4 Methods of control for critical points and hazards are
established.
2.5 Standard operational policies and procedures to support
the food safety program, including control procedures and
corrective measures, are developed or modified.
2.6 Product specifications are developed or modified and
recorded.
2.7 Product suppliers are identified and quality assurance
specifications are established.
2.8 Compliance of the food safety program with regulatory
requirements and standards is ensured.
2.9 Training needs are identified and a training plan or program is
developed based on needs.
2.10 Schedule for regular review of the food safety program is
developed.

_______________________________________________________________________________________________28

ELEMENT

Bold and italicized terms are elaborated in the Range of Variables

3. Implement the food safety
program
3.1 Food safety programs, policies and procedures are
communicated to management and colleagues in the
workplace.
3.2 Compliance by all colleagues to policies and procedures is
ensured.
3.3 Practical and user-friendly recording system is established to
document food safety performance.
3.4 Product specifications are communicated to suppliers and
employees and compliance is checked.
3.5 Appropriate training and mentoring related to the food safety
program is organized.
3.6 Implementation problems are promptly identified and corrective
action is taken.
4. Evaluate and revise the food
safety program as required
4.1 Operation and results of the food safety program are monitored
according to schedule and in consultation with colleagues and
other stakeholders.
4.2 Operational policies, procedures and records are reviewed and
changes or additions required are identified.
4.3 Tests and/or measures to validate required safety standards
are carried out.
4.4 Food safety program is revised to incorporate amendments or
additions.
4.5 Records are kept to track changes to the food safety program
and changes are incorporated into the production system.
4.6 Colleagues are informed of changes and of when they
commence.
4.7 Need for additional training based on evaluation of the program
is identified.
4.8 Display of appropriate signage and information is ensured.

_______________________________________________________________________________________________29

RANGE OF VARIABLES

The following explanations identify how this may be applied in different workplaces, sectors and circumstances.

The food safety program systematically identifies the food safety hazards that may be reasonably expected to occur in all food handling
operations. It identifies where and how each hazard can be controlled, describes how these controls are to be monitored, the corrective
action required if control conditions are not met and information to be recorded. The food safety program must comply with relevant
national and local government legislation and ordinances.

The food safety plan may be a formal plan or a less-structured program. It may be developed as a stand-alone program or may be
integrated with the overall quality program in a workplace.

This unit is based around the HACCP system but may also be customized to other systems.

VARIABLE

RANGE

1. Establishments May include:
1.1 Cafeteria/kiosks/canteens/cafes/gourmet food
shops/restaurants/hotels
1.2 Fast food outlets
1.3 Educational institutions
1.4 Health establishments
1.5 Mining operations
1.6 Military forces
1.7 Corrective services/final institution
1.8 Residential catering
1.9 In-flight catering
1.10 Transport catering
1.11 Events catering
1.12 Private catering
2. Critical control points May include:
2.1 Receiving
2.2 Storing
2.3 Preparing
2.4 Processing
2.5 Displaying
2.6 Packaging
2.7 Servicing
2.8 Transporting
3. Food safety hazards May include:
3.1 Foods highly susceptible to microbiological
contamination
3.2 Working in temperatures that promote the rapid
growth of micro-organisms
3.3 Display of food, buffets
3.4 Processes where food is required to be touched by
hand
3.5 Requirements for re-thermalization or defrosting
4. At risk client groups May include:
4.1 Patients, residents and clients of health care

_______________________________________________________________________________________________30

VARIABLE

RANGE

establishments.
4.2 Children or babies
4.3 Pregnant women
4.4 Aged persons
4.5 People with immune deficiencies or allergies.
5. Standard operational procedures May include:
5.1 Food production procedures
5.2 Procedures for maintaining records
5.3 Contingency plans
5.4 Pest control
5.5 Cleaning and sanitation programs
5.6 Equipment maintenance
5.7 Employee training in hygiene and food handling
5.8 Maintenance of personal hygiene and suitable dress
standards.
6. Contingency plans May include:
6.1 Food poisoning
6.2 Customer complaints
6.3 Rejected food
6.4 Equipment breakdown
6.5 Faulty equipment
6.6 Existence of pests and vermin
7. Records May include:
7.1 Temperature control data
7.2 Food production records.
8. Tests and measures to validate
required safety standards
May include:
8.1 Food quality reviews and tests
8.2 Bacterial swabs and counts
8.3 Chemical tests
8.4 Audit arrangements and programs
8.5 Analysis of and actions arising from critical incidents

_______________________________________________________________________________________________31

EVIDENCE GUIDE

Competency
1.1 Demonstrated ability to implement and maintain food safety
standards and program to enterprise standards and in line
with legislative requirements.
1.2 Demonstrated involvement and interaction with a kitchen
team.
2. Underpinning
Knowledge
2.1 Principles and methods of food production.
2.2 HACCP based concepts that support food safety program
design.
2.3 Options for the structure, development and implementation of
a food safety program, including HACCP.
2.4 Hygiene and food safety legislation and regulations in relation
to food safety program requirements.
2.5 Local health regulations pertaining to food production and
packaging.
2.6 Conditions for development of microbiological contamination
and control methods.
2.7 Potential staff training needs in relation to food safety.
3. Underpinning Skills 3.1 Policies and practices of personal hygiene and food handling.
3.2 Planning and consultative processes which could be used in
program development.
3.3 Food safety recording requirements and options.
4. Resource
Implications
The following resources MUST be provided:
4.1 Project or work activities conducted over a period of time and
which allow the candidate to establish and monitor a food
safety program for a particular cookery or catering workplace.
4.2 Involvement and interaction with a kitchen team.
5. Method of
Assessment
5.1 Review of documentation related to food safety systems,
including policies and procedures, audit summaries and
reports developed by the candidate.
5.2 Case studies to assess ability to develop systems to meet
differing workplace needs.
5.3 Activities conducted in conjunction with industry to allow the
candidate to develop systems for a real workplace.
5.4 Written or oral questions about chosen systems and reason
for selection.
5.5 Review of portfolios of evidence and third party workplace
reports of on-the-job performance by the candidate.
6. Context for
Assessment
6.1 Assessment may be done in the workplace or in a simulated
workplace setting (assessment centers)
6.2 Assessment activities are carried out through TESDAs
accredited assessment center

_______________________________________________________________________________________________32

DEFINITION OF TERMS

1. Barbecue A cooking method involving grilling food over a wood or charcoal fire. Usually some sort of
rub, marinade, or sauce is brushed on the item before or during cooking.
2. Blanch to cook an item briefly in boiling water or hot fat before finishing or storing it.
3. Boil a cooking method in which items are immersed in liquid at or above the boiling point (212F/100C).
4. Braise a cooking method in which the main item, usually meat, is seared in fat, then simmered in stock to
another liquid in a covered vessel.
5. Broil a cooking method in which items are cooked by a radiant heat source placed above the food,
usually in a broiler or salamander.
6. Butcher - a chef or purveyor who is responsible for butchering meats, poultry and occasionally fish.
7. Chafing dish a metal dish with a heating unit (flame or electric) used to keep foods warm and to cook
foods at tableside or during buffet service.
8. Chop to cut into pieces of roughly the same size. Also, a small cut of meat including part of the rib
9. Combination method a cooking method that involves the application of both moist and dry heat to the
main item (for example, braising or stewing)
10. Cure to preserve a food by salting, smoking and or drying
11. Deep fry a cooking method in which foods are cooked by immersion in hot fat; deep-fried foods are often
coated with bread crumbs or batter before being cooked
12. Dice to cut ingredients into small cubes (1/4 inches for small, 1/3 for medium, inch for large)
13. Fillet a boneless cut of meat, fish or poultry
14. Garnish an edible decoration of accompaniment to a dish
15. Gratine browned in an oven or under a salamander. Gratine can also refer to a forcemeat in which some
portion of the dominant meat is sauted and cooled before grinding.
16. Grill a cooking technique in which foods are cooked by a radiant heat source placed below the food.
Also, the piece of equipment on which grilling is done.
17. Instant reading thermometer a thermometer used to measure the internal temperature of foods. The
stem is inserted into the food, producing an instant temperature read out.
18. Marinade an apparel used in cooking to flavor and moisten foods, may be liquid or dry. Liquid
marinades are usually based on acidic ingredients, such as wine or vinegar, dry marinades are usually salt-
based.
19. Microwave a method of meat transfer in which electro-magnetic waves generated by a device called a
magnetron penetrate food and cause the water molecules in it to oscillate.
20. Mince to chop into very small pieces
21. Mise-en-place Put in place. The preparation and assembly of ingredients, pans, utensils and plates or
serving pieces needed for a particular dish or service period
22. Panbroil a cooking method similar to dry sauting that simulates broiling by cooking an item in a hot pan
with little or no fat.
23. Panfry a cooking method in which items are cooked in deep fat in a skillet over medium heat; this
generally involves more fat than sauting or stir-frying but less than deep-frying.
24. Pasta noodles made from a dough of flour (often semolina), water and/or eggs. This dough is kneaded,
rolled and cut or extruded, then cooked by boiling
25. Poach a method in which items are cooked gently in simmering liquid
26. Pressure steamer a machine that steams food by heating water under pressure in a sealed
compartment, allowing the team to reach higher-than-boiling temperature (212F/100C). The food is
placed in a sealer chamber that cannot be opened until the pressure has released and the steam properly
vented from the chamber.
27. Roast a dry heat cooking method in which items are cooked in an oven or on a spit over a fire
28. Saut a cooking method in which items are cooked quickly in a small amount of fat in a pan on the range
top.

_______________________________________________________________________________________________33

29. Simmer to main the temperature of a liquid just below boiling. Also, a cooking method in which items are
cooked in a simmering liquid.
30. Smoking any of several methods for preserving and flavor foods by exposing them to smoke. Methods
include cold-smoking (in which smoked items are not fully cooked), hot-smoking (in which the items are
cooked), and smoke-roasting.
31. Steaming a cooking method in which items are cooked in a vapor by boiling water or other liquids.
32. Stew a cooking method nearly identical to braising but generally involving smaller pieces of meat and
hence a shorter cooking time. Stewed items also may be blanched, rather than seared, to give the finished
product a pale color. Also a dish prepared by using the stewing method.
33. Stir fry a cooking method similar to sauting in which items are cooked over high heat, using little fat.
Usually this is done in a wok and the food is kept moving constantly.

TR BREAD AND PASTRY PRODUCTION NC II Promulgated July 2009 1
CORE COMPETENCIES

UNIT OF COMPETENCY: PREPARE AND PRODUCE BAKERY PRODUCTS

UNIT CODE
:

TRS741379

UNIT DESCRIPTOR :

This unit deals with the knowledge and skills required by bakers
and pastry cooks (patissiers) to prepare and produce a range of
high-quality bakery products in commercial food production
environments and hospitality establishments.

ELEMENT
Italicized terms are elaborated in the Range of Variables
1. Prepare bakery products

1.1 Required ingredients are selected, measured and weighed according to
recipe or production requirements and established standards and
procedures
1.2 A variety of bakery products are prepared according to standard
mixing procedures/formulation/ recipes and desired product
characteristics
1.3 Appropriate equipment are used according to required bakery
products and standard operating procedures
1.4 Bakery products are baked according to techniques and appropriate
conditions; and enterprise requirement and standards
1.5 Required oven temperature are selected to bake goods in accordance
with the desired characteristics, standards recipe specifications and
enterprise practices
2. Decorate and present
bakery products

2.1 A variety of fillings and coating/icing,
glazes and decorations for bakery products are prepared according
to standard recipes, enterprise standards and/or customer
preferences
2.2 Bakery products are filled and decorated, where required and
appropriate, in accordance with standard recipes and/or enterprise
standards and customer preferences
2.3 Bakery items are finished according to desired
product characteristics
2.4 Baked products are presented according to established standards
and procedures
3. Store bakery products

3.1 Bakery products are stored according to established standards and
procedures
3.2 Packaging are selected appropriate for the preservation of product
freshness and eating characteristics

RANGE OF VARIABLES

This unit applies to the production of bakery products in various hospitality enterprises such as patisseries, restaurants,
hotels, bakery, bakeshop operations and coffee shops. The following explanations identify how this unit may be applied in different
workplaces and circumstances. Breads to be produced and decorated may be of various cultural origins and derived from classical
or contemporary recipes.

VARIABLE RANGE
1. Ingredients May include but are not limited to:
1.1 Flours
1.2 Sugars
1.3 Eggs
1.4 Milk
1.5 Cream
1.6 Gelatin
1.7 Fruits
1.8 Nuts
1.9 Flavorings and essences
1.10 Chocolate
1.11 Leavening agents (Yeasts, baking powder, etc)
2. Bakery products

May include but are not limited to:
2.1 Yeast- Product types
2.1.1 Lean-Yeast Dough
- Crisp-crusted breads
- Soft-crusted breads
- Rye breads/whole wheat/multi-grain/
health breads
- Sour dough
- Unleavened breads
2.1.2 Soft Dough
- Loaf and buns
2.1.3 Rich-Yeast Dough
- Sweet dough
- Rolled-in dough/Laminated dough
2.2 Quick Bread
- Muffins
- Shortcakes
2.3 Doughnuts, fritters, pancakes and
waffles
2.4 Cookies
3. Product
characteristics

3.1 Color
3.2 Consistency and texture
3.3 Moisture content
3.4 Mouth feel and eating properties
3.5 Appearance
4. Equipment

4.1 Commercial mixers and attachments
4.2 Cutting implements
4.3 Scales
4.4 Measures
4.5 Bowls
4,6 Ovens
4,7 Moulds, shapes and cutters
4.8 Baking sheets and containers
4.9 Various shapes and sizes of pans
5. Techniques and
conditions

5.1 Bread Baking
5.1.1 Beating
5.1.2 Whisking
5.1.3 Folding
5.1.4 Rolling
5.1.5 Laminating
5.1.6 Creaming
5.1.7 Kneading
5.1.8 Incorporating fat
5.1.9 Make-up
5.1.10 Proofing
5.2 Scaling, Panning and Baking
5.3 Appropriate Oven Temperature
5.4 Altitude Adjustments
5.5 Fillings
6. Enterprise
requirements and
standards
6.1 Scale to correct weight
6.2 Color
6.3 Consistency
6.4 Texture
6.5 Moisture
6.6 Mouth feel
6.7 Appearance
6.8 Sale ability
7. Fillings and
coating/icing,
glazes and
decorations

7.1 Jellies and glazes
7.2 Flowers and leaves
7.3 Herbs
7.4 Flavored and colored sugar
7.5 Fresh and preserved/crystallized fruits
7.6 Seeds and nuts
7.7 Icings, sprinkled icing sugar or chocolate
powder
7.8 Butter creams, Ganache, Fondants
7.9 Savory fillings
8. Bakery product
finishing

8.1 Coating
8.2 Glazing
8.3 Icing
9. Storage conditions May include but are not limited to:
9.1 Consideration of temperature, light and air exposure
9.2 Use of appropriate containers
9.3 Labeling
9.4 Display cabinets including temperature-
controlled cabinets to cool or warm
9.5 Refrigeration, chilling and freezing
9.6 Length of time in freezer /cool storage
EVIDENCE GUIDE
1. Critical aspects
of Competency
1.1 Demonstrated ability to produce a range of specialist bakery products, both sweet
and savory according to establishment standards and procedures
1.2 Demonstrated ability to produce a quantity of bakery products according to
establishment standards and procedures
1.3 Demonstrated ability to store and package bakery products according to
establishments standards and procedures
1.4 Demonstrated application of hygiene and safety principles according to
established standards and procedures
2. Underpinning
Knowledge
2.1Varieties and characteristics of bakery products
2.2Historical and cultural, aspects of bakery products
2.3Underlying principles in making bakery products
2.4Knowledge commodity on including quality indicators of ingredients for bakery
products, properties of ingredients used, interaction and changes during
processing to produce required characteristics
2.5Properties and requirements of yeast and control of yeast action
2.6Culinary and technical terms related to bakery products commonly used in the
industry
2.7Expected taste, texture and crumb structure appropriate for particular bakery
products.
2.8Ratio of ingredients required to produce a balanced formula
2.9The influence of correct portion control, yields, weights and sizes on the
profitability of an establishment
3. Underpinning
Skills
3.1 Processes of fermentation and dough development
3.2 Principles and practices of hygiene, particularly on handling dough, commodities
and products
3.3 Safe work practices, particularly on using cutting implements, appliances, heated
surfaces, ovens and mixing/kneading equipment and manual handling
3.4 Function and routine maintenance of equipment used
3.5 Portion control yield
3.6 Storage conditions for bakery products and optimizing shelf-life
3.7 Defining and applying corrective steps to ensure quality control
4. Resource
Implications
4.1 Commercial kitchen environment using industry-current equipment for making a
variety of specialized bakery products.
4.2 Use of real ingredients
4.3 Preparation, decoration and presentation of a range of specialist bakery products
within typical workplace condition
5. Methods of
Assessment
5.1 Observation of practical demonstration by the candidate on preparing, cooking
and baking, filling, finishing, decorating and presenting specialized bakery
products
5.2 Questions to determine the underpinning knowledge of the candidate related to
tasks to be performed
5.3 Review of portfolios of evidence
5.4 Third party/workplace reports of on-the-job performance of the candidate
6. Context for
Assessment

UNIT OF COMPETENCY: PREPARE AND PRODUCE PASTRY PRODUCTS

UNIT CODE
:

TRS741380

UNIT DESCRIPTOR :

This unit deals with knowledge and skills required by bakers
and pastry cooks (patissiers) to prepare and produce a range
of high-quality pastry products in commercial food production
environments and hospitality establishments.

ELEMENT
1. Prepare pastry products

1.1 Required ingredients are selected, measured and weighed according to
recipe or production requirements and established standards and
procedures
1.2 A variety of pastry products are prepared according to standard mixing
procedures/formulation/ recipes and desired product characteristics
1.3 Appropriate equipment are used according to required pastry products
and standard operating procedures
1.4 Pastry products are baked according to techniques and appropriate
conditions; and enterprise requirement and standards
1.5 Required oven temperature are selected to bake goods in accordance
with the desired characteristics, standards recipe specifications and
enterprise practices
2. Decorate and present
pastry products

2.1 A variety of fillings and coating/icing,
glazes and decorations for pastry products are prepared according
to standard recipes, enterprise standards and/or customer
preferences
2.2 Pastry products are filled and decorated, where required and
appropriate, in accordance with standard recipes and/or enterprise
standards and customer preferences
2.5 Pastry products are finished according to desired product
characteristics
2.6 Baked pastry products are presented according to established
standards and procedures
3. Store pastry products

3.1 Pastry products are stored according to
3.2 Packaging are selected appropriate for the
preservation of product freshness and eating
characteristics

RANGE OF VARIABLES

This unit applies to the production of pastry products in various hospitality enterprises such as patisseries, restaurants,
hotels, bakery, bakeshop operations and coffee shops. The following explanations identify how this unit may be applied in different
workplaces and circumstances. Pastries and cakes to be produced and decorated may be of various cultural origins and derived
from classical or contemporary recipes.

VARIABLE RANGE
1. Ingredients May include but are not limited to:
1.1 Flours
1.2 Sugars
1.3 Eggs
1.4 Milk
1.5 Cream
1.6 Gelatin
1.7 Fruits
1.8 Nuts
1.9 Flavorings and essences
1.10 Chocolate
2. Pastry products

2.1 Pastry Basics
2.1.1 Pate Brisee and short pastries
2.1.2 Puff Pastry
2.1.3 Choux Pastry
2.1.4 Strudel and Phyllo
2.1.5 Baked Meringues
2.2 Tarts and Special Pastries
2.2.1 Tarts
2.2.2 Pies
2.3 Specialty (unique to locality)
3. Product
characteristics

May includes but are not limited to:
3.1 Color
3.5 Appearance
4. Equipment

4.2 Cutting implements
4.3 Scales
4.4 Measures
4.5 Bowls
4,6 Ovens
4,7 Moulds, shapes and cutters
4.8 Baking sheets and containers
4.9 Various shapes and sizes of pans
5. Techniques and
conditions

5.1 Cake Mixing
5.1.1 Beating
5.1.2 Whisking
5.1.3 Folding
5.1.4 Rolling
5.1.5 Creaming
5.1.6 Incorporating fat
5.2 Different Methods of Mixing
5.2.1 Sponge
5.2.2 Genoise
5.2.3 Swiss Rolls
5.2.4 Joconde
5.2.5 Chiffon Cakes
5.3 Scaling, Panning and Baking
5.4 Appropriate Oven Temperature
5.5 Altitude Adjustments
5.6 Fillings
5.6.1 Creams (e.g. fresh, butter, wine, etc.)
5.6.2 Chocolates
5.6.3 Jams
5.6.4 Custards, Ganaches
5.6.5 Savory fillings
5.6.6 Ready-made and pre-mixed
6. Enterprise
requirements
and standards
6.1 Scale to correct weight
6.2 Color
6.3 Consistency
6.4 Texture
6.5 Moisture
6.6 Mouth feel
6.7 Appearance
6.8 Sale ability
7. Fillings and
coating/icing,
glazes and
decorations

7.1 Jellies and glazes
7.2 Biscuits
7.3 Flowers and leaves
7.4 Herbs
7.5 Flavored and colored sugar
7.7 Seeds and nuts
7.8 Icings, sprinkled icing sugar or chocolate
powder
7.9 Butter creams, Ganache, Fondants
7.10 Tuile
8. Pastry product
finishing

8.1 Coating
8.2 Glazing
8.3 Icing
9. Storage
conditions
9.3 Labeling
9.4 Display cabinets including temperature-
controlled cabinets to cools or warm
9.6 Length of time in freezer /cool storage

EVIDENCE GUIDE

1. Critical aspects
of Competency
1.1 Demonstrated ability to produce a range of specialist pastry products, both
sweet and savory according to establishment standards and procedures
1.2 Demonstrated ability to produce a quantity of pastry products according to
establishment standards and procedures
1.3 Demonstrated ability to store and package pastry and pastry products according
to establishments standards and procedures
1.4 Demonstrated application of hygiene and safety principles according to
2. Underpinning
Knowledge
2.1Varieties and characteristics of pastry products
2.2Historical and cultural, aspects of pastry products
2.3Underlying principles in making pastry products
2.4Knowledge commodity on including quality indicators of ingredients for pastry
products, properties of ingredients used, interaction and changes during
processing to produce required characteristics
2.5Properties and requirements of yeast and control of yeast action
2.6Culinary and technical terms related to pastry products commonly used in the
industry
2.7Expected taste, texture and crumb structure appropriate for particular bakery
products.
2.8Ratio of ingredients required to produce a balanced formula
2.9The influence of correct portion control, yields, weights and sizes on the
profitability of an establishment
3. Underpinning
Skills
3.1 Processes of fermentation and dough development
3.2 Principles and practices of hygiene, particularly on handling dough,
commodities and products
3.3 Safe work practices, particularly on using cutting implements, appliances,
heated surfaces, ovens and mixing/kneading equipment and manual handling
3.4 Function and routine maintenance of equipment used
3.5 Portion control yield
3.6 Storage conditions for bakery products and optimizing shelf-life
4. Resource
Implications
4.1 Commercial kitchen environment using industry-current equipment for making a
variety of specialized pastry products.
4.3 Preparation, decoration and presentation of a range of
specialist pastry products within typical workplace condition
5. Methods of
Assessment
5.1 Observation of practical demonstration by the candidate on preparing, cooking
and baking, filling, finishing, decorating and presenting specialized pastry
products
5.2 Questions to determine the underpinning knowledge of the candidate related to
tasks to be performed
5.3 Review of portfolios of evidence
5.4 Third party/workplace reports of on-the-job performance of the candidate
6. Context for
Assessment

UNIT OF COMPETENCY: PREPARE AND PRESENT GATEAUX, TORTES AND CAKES

UNIT CODE
:
TRS741342

UNIT DESCRIPTOR :

This unit covers the knowledge and skills required by bakers and pastry cooks
(patissiers) to produce, fill, decorate and present a range of specialized
sponges and cakes, where finish, decoration and presentation of a high order
is required.

ELEMENT

1. Prepare
sponge and
cakes

1.1 Ingredients are selected, measured and weighed according to recipe requirements,
enterprise practices and customer practices
1.2 Required oven temperature is selected to bake goods in accordance with desired
characteristics, standard recipe specifications and enterprise practices
1.3 Sponges and cakes are prepared according to recipe specifications, techniques
and conditions and desired product characteristics
1.4 Appropriate equipment are used according to required pastry and bakery products
and standard operating procedures
1.5 Sponges and cakes are cooled according to established standards and procedures

2. Prepare and
use fillings

2.1 Fillings are prepared and selected in accordance with required consistency and
appropriate flavors
2.2 Slice or layer sponges and cakes are filled and assembled according to standard
recipe specifications, enterprise practice and customer preferences
2.3 Coatings and sidings are selected according to the product characteristics and
required recipe specifications

3. Decorate
cakes

3.1 Sponges and cakes are decorated suited to the product and occasion and in
accordance with standard recipes and enterprise practices
3.2 Suitable icings and decorations are used according to standard recipes and/or
enterprise standards and customer preferences

4. Present
cakes
4.1 Cakes are presented on accordance with customers expectations and established
4.2 Equipment are selected and used in accordance with service requirements
4.3 Product freshness, appearances and eating qualities are maintained in accordance
with the established standards and procedures
4.4 Cakes are marked or cut portion-controlled to minimize wastage and in accordance
with enterprise specifications and customer preferences

5. Store cakes 5.1 Cakes are stored in accordance with establishments standards and procedures
5.2 Storage methods are identified in accordance with product specifications and

RANGE OF VARIABLES

This unit applies to hospitality enterprises where specialized cakes are prepared and served, such as patisseries, pastry and cake
shops, restaurants, hotels.

VARIABLE RANGE
1. Specialist cakes
and sponges

1.1 Cakes and sponges used as bases such as:
Genoise sponge
Swiss roll
Sponge fingers
Pound cakes, etc.
1.2 Those that are for weddings, birthdays and special occasions
1.3 Those that are for specific cultural feasts and celebrations, both religious and
secular
2. Techniques and
conditions for
producing
specialized
cakes

2.1 Weighing/measuring and sifting dry ingredients
2.2 Adding fats and liquids to dry ingredients
2.3 Stirring and aerating to achieve required consistency and texture
2.4 Whisking, folding, piping and spreading
2.5 Selecting and preparing appropriate baking sheets, cake and sponge tins and
moulds
2.6 Using required amount of batter according to the desired characteristics of
finished products
2.7 Preparing and using appropriate pre-bake finishes and decorations
2.8 Selecting baking conditions and temperatures
2.9 Portioning evenly, accurately and neatly
2.10 Decorating
3. Product
characteristics
3.1 Color
3.5 Appearance
4. Equipment

4.2 Whisks
4.3 Beaters
4.4 Spatulas, wooden spoons
4.5 Cutting implements for nuts and fruits
4.6 Graters
4.7 Scales, measures
4.8 Bowl cutters
4.9 Piping bags and attachments
4.10 Ovens
4.11 Cake and sponge tins and moulds
5. Fillings May include but are not limited to:
5.1 Fruit, fresh and crystallized
5.2 Fruit purees
5.3 Jams
5.4 Nuts
5.5 Creams
5.6 Mousse
5.7 Custard

6. Decorations

May include:
6.1 Glazes and jellies
6.2 Icing
6.3 Chocolates
6.4 Sprinkled icing sugar
6.6 Fruit purees
6.7 Nuts, whole or crushed
6.8 Colored/flavored sugar
6.9 Marzipan coatings
6.10 Fondants, butter cream, boiled icings
7. Storage
conditions and
methods
appropriate for
cakes

7.2 Use of airtight containers
7.3 Display cabinets including temperature-controlled cabinets
8. Storage
conditions
8.3 Display cabinets including temperature-controlled cabinets to cools or warm
EVIDENCE GUIDE
1. Critical aspects
of Competency
1.1 Demonstrated ability to produce a range of specialized cakes in accordance
with established standards and procedures
1.2 Demonstrated ability to produce specialized in accordance with workplace
conditions and establishments standards and procedures
1.3 Applied hygiene and safety principles in accordance with established standards
and procedures
2. Underpinning
Knowledge
2.1 Varieties and characteristics of specialized cakes, both classical and
contemporary
2.2 Historical and cultural aspects of specialized cakes
2.3 Underlying principles in making specialized cakes
2.4 Commodity knowledge, including quality indicators of specialist cake
ingredients
2.5 Culinary terms related to specialized cakes commonly used in the industry
2.6 Hygiene and safe handling and storage requirements related to specialized
cake ingredients, commodities and products
2.7 Storage conditions for specialized cakes and optimizing shelf life
3. Underpinning
Skills
3.1 Principles and practices of hygiene particularly in relation to preparing cake
batter and decorating finished cake products
3.2 Safe work practices, particularly in relation to using cutting implements,
appliances, heated surfaces, ovens and mixing equipment.
3.3 Portion control and yield
4. Resource
Implications
4.1 Commercial kitchen environment using industry-current equipment for making
specialized cake
4.3 Preparation, decoration and presentation of a range of specialized cakes within
typical workplace conditions.
5. Methods of
Assessment
5.1 Observation of practical demonstration by the candidate on preparing,
decorating and presenting specialist cakes, including fillings
5.2 Questions about hygiene procedures, commodities, production techniques and
storage requirements
performance of the candidate
6. Context for
Assessment


UNIT OF COMPETENCY: PREPARE AND DISPLAY PETITS FOURS

UNIT CODE
:

TRS741344

UNIT DESCRIPTOR :

This unit applies to the knowledge and skills required by bakers and pastry
cooks (patissiers) in commercial food production environments and hospitality
establishments. It covers the production, display and service of a wide range of
petits fours including petits fours glaces, marzipan-based petits fours and
caramelized fruits and nuts served as petits fours, to a level of high and
consistent quality.

ELEMENT
1. Prepare iced petits
fours

1.1 Sponges and bases are prepared, cut and assembled according to standard
recipes and enterprise requirements and practices
1.2 Fillings are prepared with the required flavors and consistency
1.3 Fondant icing are brought in accordance with the required temperature and
1.4 Decorations are designed and used in accordance with establishment
2. Prepare fresh
petits fours

2.1 A selection of small choux paste shapes are baked and decorated in accordance
2.2 Baked sweet paste are prepared and blended in accordance with establishment
2.3 Fillings are prepared and used the required flavors and correct consistency
2.4 Garnishes, glazes and finished are used in accordance with established
3. Prepare marzipan
petits fours

3.1 Quality marzipan is flavored and shaped to produce mini-sized fruits in
accordance with enterprise and client requirements
3.2 Marzipan fruits are coated to preserve desired eating characteristics and
softened with egg whites, piped into shapes and sealed/browned with applied
heat, according to enterprise practice
4. Prepare
caramelized petits
fours
4.1 Fresh fruits/fruit segments are selected and coated with pale amber-colored
caramel or glazed or any coating specified by the enterprise
4.2 Sandwich dried fruits or nuts are filled with flavored marzipan and coated with
pale amber-colored caramel according to specifications and enterprise standards
5. Display petits
fours
5.1 Appropriate receptacles are selected and prepared for petits fours
5.2 Petits fours are displayed creatively to enhance customer appeal
6. Store petits fours 6.1 Petits fours are stored in proper temperatures and conditions to maintain
maximum eating qualities, appearance and freshness
6.2 Petits fours are packaged in accordance with established standards and
procedures
RANGE OF VARIABLES

VARIABLE RANGE
1. Fillings

May include:
1.1 Custards
1.2 Creams
1.3 Ganache
2. Toppings and
decorations

May includes:
2.1 Fresh fruits
2.2 Glazes
2.3 Fondant icing
2.4 Chocolate
3. Receptacles

May include:
3.1 Chocolate
3.2 Tulip paste
3.3 Sugar lace
3.4 Croquant
3.5 Glass
3.6 Crystal
3.7 Ceramic
3.8 Metallic platters and trays

EVIDENCE GUIDE

Competency
1.1 Demonstrated ability to prepare and present a diverse range of petits fours in
accordance with established standards and procedures
1.2 Demonstrated ability package and store a range of petits four in accordance
1.3 Applied food hygiene and safety principles in accordance with the preparation
and presentation process
1.4 Demonstration knowledge on the characteristics of petits four and suitable
decorations/garnishes in accordance with established standards and
procedures
2. Underpinning
Knowledge
2.1 Varieties and characteristics of classical and contemporary petits four
including taste, texture, structure, shape and size appropriate for petits fours,
according to industry and enterprise standards
2.2 Historical and cultural aspects of petits fours
2.3 Underlying principles in making petits fours
2.4 Commodity knowledge, including quality indicators of petits fours ingredients
2.5 Culinary terms related to petits fours that are commonly used in the industry
2.6 Storage conditions for petits fours and optimizing shelf life
2.7 Properties of the ingredients used and their interaction and changes during
production
3. Underpinning Skills 3.1 Principles and practices of hygiene particularly in relation to preparing and
decorating finished petits fours its ingredients and commodities
3.4 Working methods used in production and display of petits fours
3.6 Creative, artistic skills in decoration and presentation
4. Resource
Implications
petits fours
4.3 Preparation, decoration and presentation of a range of petits fours within
typical workplace conditions.
5. Methods of
Assessment
5.1 Observation of practical demonstration of the candidate while preparing
decorating and presenting petits fours
5.2 Questions about hygiene procedures, commodities, presentation and
decoration techniques and storage requirements to ensure optimum quality
and foods safety
job performance of the candidate
6. Context for
Assessment


UNIT OF COMPETENCY: PRESENT DESSERTS

UNIT CODE
:

TRS741343

UNIT DESCRIPTOR :

This unit covers the knowledge and skills in presenting the
various and specialized techniques of desserts presentation
required by bakers and pastry cooks (patissiers) in commercial
food production environments and hospitality establishments.

ELEMENT
Italicized terms are elaborated in the
Range of Variables
1. Present and serve plated
desserts

1.1 Desserts are portioned and presented according to product items,
occasion and enterprise standards and procedures
1.2 Desserts are plated and decorated in accordance with enterprise
2. Plan, prepare and present
dessert buffet selection or
plating

2.1 Dessert buffet services are planned and utilized according to
available facilities, equipment and customer/enterprise requirements
2.2 Variety of desserts are prepared and arranged in accordance with
enterprise standards and procedures
3. Store and package desserts

3.1 Desserts are stored in accordance with the required temperature
and customers specifications.
3.2 Desserts are packaged in accordance with established standards and
procedures

RANGE OF VARIABLES

This unit applies to hospitality enterprises where a variety range of desserts are prepared and served, such as patisseries, pastry
and cake shops, restaurants, hotels.

VARIABLE RANGE
1. Desserts

1.1 Puddings, pies, tarts, flans, fritters
1.2 Custards, creams
1.3 Fruits, fresh and processed
1.4 Charlotte, bavarois, mousse, souffl, sabayon
1.5 Meringues, crepes, sweet omelettes
1.6 Sorbet, ice cream, bombe, parfait
1.7 Muffins, shortcakes
1.8 Doughnuts, fritters, pancakes and waffles
1.9 Cakes and sponges such as swiss roll, pound cakes, etc.
1.10 Marzipan
2. Product characteristics May include but are not limited to:
2.1 Color
2.5 Appearance
3. Equipment

3.2 Whisks
3.3 Beaters
3.4 Spatulas
3.5 Wooden spoons
3.6 Cutting implements for nuts and fruits
3.7 Graters
3.8 Scales,
3.9 Measures
3.10 Bowl cutters
3.11 Piping bags and attachments
3.12 Ovens
3.13 Cake and sponge tins and moulds
4. Storage conditions and
methods
4.1 Consideration of temperature, light and air pressure
4.3 Labeling
4.4 Display cabinets, including temperature-controlled cabinets
4.6 Length of time in freezer/cool storage

EVIDENCE GUIDE
Competency
1.1 Demonstrated ability to prepare and present a variety of desserts in accordance
1.2 Demonstrated ability to store and package a variety of desserts in accordance
with establishment standards and procedures
1.3 Applied food hygiene and safety principles in accordance with the
preparation/presentation process
1.4 Demonstration knowledge on the characteristics of desserts and
decorations/garnishes and the conditions required for optimum quality and
presentation.
2. Underpinning
Knowledge
2.1 Varieties and characteristics of specialized cakes, both classical and
contemporary
2.2 Historical and cultural aspects of specialized cakes
2.3 Underlying principles in making specialized cakes
2.4 Commodity knowledge, including quality indicators of specialized cake ingredients
2.5 Culinary terms related to specialized cakes that are commonly used in the
industry
2.6 Storage conditions for specialized cakes and optimizing shelf life
3. Underpinning Skills 3.1 Principles and practices of hygiene particularly in relation to preparing cake batter
and decorating finished cake products
3.3 Hygiene and safe handling and storage requirements related to specialized
cake ingredients, commodities and products
4. Resource
Implications
various desserts.
4.2 Use of real desserts decoration/garnish ingredients
4.3 Preparation, decoration and presentation of a variety of desserts within typical
workplace conditions.
5. Methods of
Assessment
5.1 Observation of practical demonstration by the candidate on decorating and
presenting specialized cakes including plating and garnishing
5.2 Questions about hygiene procedures, commodities, presentation and decoration
techniques and storage requirements to ensure optimum quality and food safety
performance of the candidate
6. Context for
Assessment

DEFINITION OF TERMS

Almond paste A mixture of finely ground almonds and sugar
Angel food cake A type of cake made of meringue and flour
Baba A type of yeast bread or cake that is soaked in syrup
Bagel A ring-shaped lean yeast bread or coffee cake
Bagged A cookie make up method on which the dough is shaped and
deposited with a pastry bag
Bar A cookie make up method in which the dough is shaped into
flattened cylinders, baked, and sliced crosswise into individual
cookies
Batter A semi-liquid mixture made of flour or other starch used for the
production of cakes and breads; also used for coating products
to be fried
Bavarian cream A light, cold dessert made of gelatin, whipped cream and custard
sauce or fruit
Boiled icing Italian meringue used as cake icing
Bavarois
Beaters
Bombe A type of frozen dessert made in a dome-shape
Bread flour Strong flour such as patent flour used for breads
Brioche Rich yeast dough containing large amounts of eggs and butter; a
product made from this dough
Brown sugar Regular granulated sucrose containing various impurities that
give distinctive flavor
Butter cream An icing made of butter and/or shortening blended with
confectioners sugar or sugar syrup, other ingredients may also
be added
Cake flour A fine, white flour made from soft wheat
Caramelization The browning of sugar caused by heat
Charlotte A cold dessert made of Bavarian cream or other cream in a
special mould, usually lined with lady fingers or other sponge
products; a hot dessert made of cooled fruit and baked in a
special mould lined with strips of bread
Chemical leavener A leavener such as baking soda, baking powder, or baking
ammonia, which releases gases produced by chemical reactions
Chiffon cake A light cake made following the chiffon method cake mixing
method involving the folding
Cocoa The dry powder that remains after cocoa solids and cocoa butter
Cocoa butter A white or yellowish fat found in natural chocolate
Common meringue Eggwhites and sugar whipped to a foam, also called French
meringue
Compote Cooked fruit served in its cooking liquid, usually a sugar syrup

Confectioners
sugar
Sucrose ground in to fine powder and mixed with a little
cornstarch to prevent caking
Creaming method A mixing method that begins with the blending of fat and sugar;
used for cakes, cookies and similar items
Crepes A very thin French pancake, often served rolled with filling
Croissants A flaky, buttery yeast roll shaped like a crescent and made from
a rolled-in dough
Crystallize To form crystals, as in the case of dissolved sugar
Custard A liquid that is thickened or set by coagulation of egg protein
Dark chocolate Sweetened chocolate consist of chocolate liquor and sugar
Dredge To sprinkle thoroughly with sugar or another dry powder
Drop batter A batter that is too thick to pour but will drop from a spoon in
lumps
Fondant A type of icing made pf boiled sugar syrup that is agitated so that
it would crystallize into a mass of extremely small white crystals
Ganache A rich cream made of chocolate and heavy cream
Gateau French word for cake
Gelatin A water soluble protein extracted from animal tissue and is used
as a jelling agent
Genoise A sponge cake made by whipping whole eggs with sugar and
folding in flour and sometimes, melted butter
Glace Glazed, coated with icing; frozen
Glaze A shiny coating such as syrup, applied to a food; to make a food
shiny or glossy by coating it with a glaze or by browning it under
a broiled or in a hot oven
Gluten An elastic substance formed from proteins present in wheat
flours which gives structure and strength to baked goods
Granulated sugar Sucrose in a fine crystalline form
Gum paste A type of sugar paste or pastillage made from vegetable gum
Ice cream A churn-frozen mixture of milk, cream, sugar, flavorings and
sometimes eggs
Leavening The production or incorporation of gases in a baked product to
increase volume and to produce shape and texture
Margarine An artificial butter product made from various hydrogenated fats
and flavorings
Marzipan A paste or confection, icing or filling made of meringue and
gelatin (or other stabilizers)
Meringues A thick, white foam made of whipped egg whites and sugar
Milk chocolate Sweetened chocolate containing milk solids
Moulded A cookie make up method in which the dough is shaped into
cylinders, cut into equal portions, and shaped as desired
Mousse A soft or creamy dessert made light adding whipped cream, egg
whites or both
Muffin method A mixing method in which the mixed dry ingredients are
combined with the mixed liquid ingredients
Parfait A type of sundae served in a tall, thin glass; a still frozen dessert
made of egg yolks syrup and heavy cream
Pastry cream A thick custard sauce containing eggs and starch
Pastry flour A weak flour used for pastries and cookies
Peel A flat wooden shovel used to place and remove hearth breads in
an oven
Petit four A delicate cake or pastry small enough to be eaten in one or two
bites
Pour batter A batter that is liquid enough to pour
Puff pastry A very light, flaky pastry made from a rolled-in dough and
leavened by steam
Retarder-proofer An automated, timer controlled combination of retarder/freezer
and proofer used for holding and proofing yeast product
Sabayon A foamy dessert or sauce made of egg yolks whipped with wine
or liqueur
Savarin A type of yeast bread or cake soaked in syrup
Sheet A cookie make up method in which the dough is baked in sheets
and cut into portions
Sherbet/sorbet A frozen dessert made of water, sugar, fruit juice and sometimes
milk or cream
Souffl A baked dish containing whipped egg whites, which make to
dish rise during baking; a still frozen dessert made in a souffl
dish so that it would resemble a baked souffl
Sponge A batter or dough of yeast, flour and water that is allowed to
ferment and is then mixed with more flour and other ingredients
to make a g=bread dough
Sponge cake A type of cake made by whipping eggs and sugar to a foam,
then folding in flour
Tart A flat, baked item consisting of a pastry and a sweet or savory
topping of filling; similar to a pie but usually thinner
Tulipe A thin, crisp cookie moulded into a cup shape
Turntable A pedestal with a flat, rotating top used for holding cakes while
they are being decorated
Zabaglione An Italian dessert or sauce made of whipped egg yolk and
marsala wine
Zest The colored outer portion of the peel of a citrus fruit

TR - FRONT OFFICE SERVICES NC II Promulgated August 2005
1
CORE COMPETENCIES

UNIT OF COMPETENCY : RECEIVE AND PROCESS RESERVATIONS


UNIT DESCRIPTOR : This unit of competency deals with the skills, knowledge and attitude required
to receive and process reservations for a tourism or hospitality product or
service offered for sale through agents or direct to the consumer.

ELEMENT
Range of Variables
1. Receive reservation request

1.1 Availability of the reservation is determined and advised to
the customer
1.2 Alternatives, including waitlist options, are offered if
requested booking is not available
1.3 Inquiries regarding rates and other product features are
responded to according to established procedures
2. Record details of reservation 2.1 Complete customer details are accurately recorded
against their booking in a manner which ensures correct
interpretation by others who may access the reservation
details
2.2 Customer profile or history, if available, is checked, and
information is used to assist in making the reservation and
to enhance customer service
2.3 Special requests are clearly recorded in accordance with
established requirements
2.4 All details of customer bookings are confirmed to the
customer and it is ensured that they understand and agree
to all details
2.5 Reservations are filed in a manner which ensures easy
access by others and is in accordance with established
procedures
2.6 Documents and other materials are prepared and issued to
the customer in accordance with the requirements of the
specific reservation
3. Update reservations 3.1 Financial status of the reservation is accurately updated in
accordance with established procedures
3.2 Amendments or cancellations of reservations are received,
processed and recorded in accordance with customer
request and established procedures

4. Advise others on reservation details 4.1 General and specific customer requirements and
reservation details are communicated to appropriate
departments and colleagues
4.2 Accurate and relevant reservation statistics are compiled
and provided to concerned people or departments

2
RANGE OF VARIABLES
This unit applies to all tourism and hospitality industry sectors and establishments where the tourism operator receives
and processes reservations for the supply of their product or service. The following explanations identify how this unit may be
applied in different workplaces, tourism sectors and circumstances.
VARIABLE RANGE
1. Reservation 1.1 Reservations may be received and processed by a range of tourism operators
such as :
accommodation suppliers e.g. hotels, motels, guest houses and resorts
transportation suppliers e.g. buses limousines, airlines, and ships
day and extended tour operators
cruise operators
rental car companies
1.2 Reservation systems may be :
manual / computerized
1.3 Reservations may be for:
Domestic products and services
International products and services
1.4 Reservations may be made by:
Phone / Facsimile
Mail / Face-to-face
Internet
1.5 Reservations may be for:
Individuals / Groups
VIPs / Conference delegates
1.6 Updating the financial status of the reservation may include :
Receiving, processing and recording payments
Generating and issuing invoices and credit notes for changed reservations
Checking that the reservation has been fully paid
2. Customers
details
2.1 Customer may be :
Industry customers e.g. retail travel consultants, inbound tour companies
End users of the service i.e. the consumer
2.2 Customer records may be :
Computer files
Manual files
2.3 Customer profiles, if available, may include :
Full name and title/company name
Address
Phone, fax, email and other contact details
Special requirements e.g. facilities for the handicapped, vegetarian meals
Amount of business generated by the customer
Usual method of payment
2.4 General and specific customer requirements:
Special requests
Timing details
Specific needs
Payment arrangements
Information on the type of customer e.g. special interest group, VIP status
Details of other services being used
2.5 Documents issued to customers may include :
Invoices
Credit notes
Receipts
Service vouchers
Confirmation letters
Information packs/kits
3

EVIDENCE GUIDE
Competency

1.1 Demonstrated skills in receiving and processing reservations for multiple
product booking according to established procedures
1.2 Demonstrated ability to offer alternatives according to guest needs
1.3 Demonstrated ability to record, confirm and file customer details including
special requests or requirements in accordance with established systems
and procedures
1.5 Demonstrated ability to advise other departments of the establishment on
relevant reservation details
2. Underpinning
Knowledge
2.1 Product knowledge as appropriates to the specific industry sector and
product being sold.
2.2 Reservations and bookings terminology
2.3 Relationships between different sectors of the tourism industry in relation to
reservations and bookings including sources of reservations
2.4 Principles which underpin reservation procedures
3. Underpinning
Skills
3.1 Communication Skills
3.2 Skills in receiving and processing reservations for multiple product
bookings and in response to differing customer needs
3.3 Skills in reservation documentation
3.4 Processing reservation requests, and issuing of documentation within
timeframes and constraints that reflect typical industry practice
4. Resource
Implications
The following resources MUST be provided :
4.1 Fully equipped industry-realistic office environment using appropriate
telephones, computers, printers and reservation systems
5. Methods of
Assessment

Competency may be assessed through
5.1 Direct observation of the candidate using reservations systems, including the
ability to process different types of reservations, confirm bookings, and update
or reservations
5.2 Oral questioning or interview to test knowledge of the principles which underpin
reservations procedures and the relationships among the different operating
departments of the establishment
5.3 Third-party workplace reports of on-the-job performance by the candidate,
which may include destinations, products, quotations, ticketing, reservations
documentation, booking data, and special guest requirements
5.4 Demonstration/role play on handling guest inquiries and special requests,
confirming reservations, and offering alternatives when requested booking is
not available
6. Context for
Assessment
6.1 Assessment may be performed in the workplace or simulated workplace
situation

4

UNIT OF COMPETENCY : OPERATE A COMPUTERIZED RESERVATION SYSTEM


UNIT DESCRIPTOR : This unit of competency deals with the skills and knowledge required in using
a computerized reservations system to create bookings for a range of
tourism or hospitality products and services. The system will vary
depending upon the establishment and industry sector. Reservations
systems can be used by an agent booking a suppliers service and can also
be used by a tourism or hospitality operator receiving and processing
reservations. This unit covers the use of industry-wide systems commonly
used by retail travel agencies (CRS).

ELEMENT PERFORMANCE CRITERIA
Range of Variables
1. Access and manipulate
reservation system information

1.1 Reservation system is accessed and accurately interpreted
1.2 All system features are used to access a range of
information
2. Create and process reservations 2.1 Availability of the required booking is checked in accordance
with the system functions and requirements
2.2 New reservations containing accurate customer details and
full requirements are created in accordance with system
procedures and features
2.3 All customers details are encoded using the format required
by the computer system
2.4 Bookings are retrieved as required, using the format required
by the computer system
2.5 Accurate updates and amendments to reservations are
made and stored as required
2.6 Any required reservation details are downloaded and printed
3. Send and receive reservation
communications
3.1 Accurate communications to industry colleagues are created
and processed accurately using the required features of the
system
3.2 Communications from industry colleagues are accessed and
correctly interpreted at the appropriate time

5
RANGE OF VARIABLES

This unit applies to all tourism and hospitality industry sectors and establishments where computerized
reservation systems are used to create bookings for tourism products and services. The following explanations identify how
this unit may be applied in different workplaces, tourism sectors and circumstances.

For generic pre-employment training and assessment, a range of industry contexts must be addressed. Where the
focus is sector or workplace-specific, training and assessment must be tailored to meet particular needs.

VARIABLE RANGE
1. Reservations systems 1.1 Reservations systems may be used by :
An agent booking supplier services (e.g. travel agent,
tour wholesaler)
An operator receiving and processing reservations
for the supply of their product or service (e.g. tour
operator, hotel)
1.2 Reservations systems may be :
Industry wide
Establishment specific
1.3 Reservations systems may be those used by :
Retail travel agencies
Visitor information centers
Airlines
Bus companies
Hotels
Car rental companies
Airlines
Tour wholesalers
Tour operators
1.4 Reservations systems may be created for :
Airline seats
Hotel rooms
Rental cars and other vehicles
Travel insurance
Tours
Cruises
Any tourism product or service serviced by the CRS
Domestic tourists
International outbound tourists
Inbound tourists
2. Information 2.1 Costs of any tourism product or service (tours, hotels, rental
cars, etc.)
2.2 Airfares
2.3 Airport taxes
2.4 Availability of products or services
2.5 Size of vehicles
2.6 Touring inclusions
2.7 Product information
2.8 Product rules
2.9 Payment requirements
2.10 Health requirements
2.11 Customs and immigration requirements
2.12 General industry information
6
3. Updates and amendments to
reservations
3.1 Adding additional customers
3.2 Splitting an existing reservation
3.3 Canceling the booking
3.4 Changing the itinerary by adding or deleting products or
services
3.5 Changing customer names
3.6 Changing arrival/departure dates
3.7 Cross referencing multiple bookings
3.8 Entering invoicing details
3.9 Entering payment details
3.10 Entering ticketing or voucher details
4. Industry colleagues 4.1 Any product or service provider with whom the reservation is
being made e.g. airline, rental car company, travel agent,
tour operator
4.2 other establishment departments which need access to
reservations information

7

EVIDENCE GUIDE
Competency

Assessment requires evidence that the candidates:
1.1 Demonstrated ability in operating a computerized reservations system to
process multiple product booking (ideally as a component of integrated
work activity)
1.2 Demonstrated ability to accurately make, process and update reservations
for a range of tourism products and services
1.3 Demonstrated ability to send and receive reservations communication to
relevant industry colleagues
1.4 Demonstrated completion of reservation activities within timeframes and
constraints that reflect typical industry practice
2. Underpinning
Knowledge and
Attitude
2.1 Role of Computerized Reservations System (CRS) within the tourism
industry
2.2 Range of products and services offered by CRS
2.1 Procedures and codes required to enter and exit a system
2.4 Mandatory fields
2.5 Requirements for specific formatted entries
3. Underpinning Skills 3.1 Basic keyboarding skills
3.2 Encoding and decoding common CRS entries
3.3 Procedures for confirming, storing and retrieving reservations
3.4 Procedures for amending and canceling reservations
3.5 Procedures for sending and receiving messages
3.6 Operating a computerized reservations system to process multiple product
bookings
4. Resource
Implications
The following resources MUST be provided
4.1 Fully equipped industry-realistic office environment using appropriate
computers, printers, and reservations system
4.2 Completion of reservation activities within timeframes and constraints that
reflect typical industry practice
5. Methods of
Assessment
Competency may be assessed through :
5.1 Evaluation of integrated activities completed by the candidate (may include
destinations, products, quotations and ticketing)
5.2 Direct observation of the candidate using the various features of a
computerized reservations system to book, retrieve and amend a series of
bookings
5.3 Evaluation of booking data generated by the candidate in response to
different customer situations
5.4 Written and oral questioning or interview to test knowledge of the role of
computerized reservations systems within the industry
6. Context for Assessment 6.1 Assessment may be performed in the workplace or simulated workplace
situation
8

UNIT OF COMPETENCY : PROVIDE ACCOMMODATION RECEPTION SERVICES


UNIT DESCRIPTOR : This unit deals with the skills and knowledge required to provide arrival and
departure services to guests in commercial and accommodation
establishments

ELEMENT
Range of Variables
1. Prepare for
guest arrival

1.1 Reception area is prepared for service and all necessary equipment are checked
prior to use
1.2 Daily arrival details are checked and reviewed prior to guests arrival
1.3 Rooms are allocated in accordance with guest requirements and establishment
policy
1.4 Uncertain arrivals or reservations are followed up in accordance with
establishment procedures
1.5 Accurate arrival lists are compiled and distributed to relevant personnel/
departments
1.6 Colleagues and other departments are informed of special situations or requests
in a timely manner
2. Welcome and
register guests
2.1 Guests are welcomed warmly and courteously
2.2 Reservation details are confirmed with guests
2.3 Guests with or without reservations are registered according to establishment
systems and procedures.
2.4 Correct accounting procedures are followed in accordance with establishment
practices
2.5 Relevant details such as room key/electronic cards, guest mail, messages and
safety deposit facility arrangements are clearly explained to guests
2.6 Correct enterprise procedures are followed where rooms are not immediately
available or overbooking has occurred
2.7 Guest arrivals are monitored and discrepancies between actual and expected
arrivals are reported in accordance with established procedures
3. Organize
guest departure
3.1 Departure lists are reviewed and checked for accuracy
3.2 Information on departing guests are sought from other departments in a timely
manner to facilitate the preparation of account
3.3 Guest accounts are generated and checked for accuracy
3.4 Guest accounts are explained clearly and courteously to the guest and
processed accurately
3.5 Keys/electronic cards are recovered from guests and processed correctly
3.6 Guest requests for assistance with departure are acted upon courteously or
referred to the appropriate department for follow-up
3.7 Express checkouts are processed in accordance with establishment procedures
3.8 Group checkout procedures are followed in accordance with establishment s
check out policies
4. Prepare front
office records and
reports
4.1 Front office records are prepared and updated within designated timelines
4.2 Establishment policies are followed with regards to room changes, no shows,
extensions and early departures
4.3 Reports and records are distributed to the appropriate departments within
designated timelines

9

RANGE OF VARIABLES

This unit applies to all hospitality establishments where accommodation is provided. The following explanations identify
how this unit may be applied in different workplaces and circumstances.

Front Office systems may be manual or computerized.

VARIABLE RANGE
1. Arrival details 1.1 Arrivals and departures may be for :
individuals
groups
2. Reservation details May include but are not limited to:
2.1 name/company
2.2 contact details
2.3 arrival and departure times
2.4 length of stay
2.5 type of accommodation required/bed configuration
2.6 payment details
2.7 special requests
2.8 rates/discounts
3. Accounting procedures during arrival
and departure

3.1 credit card payments
3.2 pre-payments (full payment)
3.3 deposits (partial payament)
3.4 vouchers and discount rates
3.5 group rates
3.6 refunds
3.7 checking of final guest accounts
3.8 payments for additional services such as phone calls,
meals, mini-bar
3.9 issuing of receipts
3.10 Send-bill arrangements
4. Assistance with departure May include but are not limited to:
4.1 organizing transport
4.2 making forward bookings
4.3 luggage assistance
5. Front office records and reports May include but are not limited to:
5.1 daily revenue report
5.2 average room rate
5.3 occupancy reports
5.4 arrival and departure lists
5.5 lost and found information

10
EVIDENCE GUIDE
Competency

Assessment requires evidence that the candidates:
1.1 Demonstrated skills in processing arrivals and departures for different types
of guests within enterprise acceptable time frames
1.2 Demonstrated ability to check arrival details, allocate rooms and inform
concerned departments on special arrangements in accordance with
established standards
1.3 Demonstrated skills within an environment that includes industry-current front
office equipment and technology in accordance with enterprise requirements
1.4 Demonstrated interpersonal communication with others in accordance with
established standards
1.5 Demonstrated ability to complete guest registration, departure and reporting
documentation accurately in accordance with established standards
2. Underpinning
Knowledge

2.1 Types of reports handled or generated by the front desk including
arrival and departure lists
occupancy rates
guest feedback summaries; and
accounting reports
2.2 Front desk security systems
2.3 Range of needs and expectations of different types of guests
2.4 Relationship between the front desk, typical documentation received and
issued in a reception desk context and other areas of operation including
Housekeeping, Food and Beverage service and Maintenance
2.5 Relationship between accommodation establishments and other sectors of
the tourism industry
3. Underpinning
Skills
3.1 Check-in and check-out procedures for groups and individuals
3.2 Skills in processing arrivals and departures for different types of customers
using different variations of services
3.3 Interpersonal communication aspects of the unit
4. Resource
Implications
The following resources MUST be provided
4.1 Industry-current front office equipment and technology
4.2 Typical workplace time constraints
5. Methods of
Assessment
5.1 Direct observation of the candidate in checking-in and checking-out providing
arrivals and departures for different types of guests using different variations
of services
5.1 Role-play to assess ability to deal with customer queries, requests or
complaints.
5.2 Case studies to complete arrival or departure processes and documentation
for different customer scenarios.
5.3 Review of front office records, reports and computer data completed by the
candidate.
job performance by the candidate.

6. Context for
Assessment

6.1 Assessment may be done in the workplace or simulated workplace setting

11

UNIT OF COMPETENCY: CONDUCT NIGHT AUDIT


UNIT DESCRIPTOR : This unit deals with the skills and knowledge required to check and
reconcile daily financial transactions and records, and produce reports
relating to establishment operations and revenue. This function may be
undertaken by night auditors during periods of minimal customer activity
at the front desk. However, in many establishments, the night audit
function is completed on an ongoing basis throughout the day by
computerized systems.

ELEMENT
Range of Variables
1. Monitor financial transactions

1.1 Transactions are checked to ensure that they have been
carried out in accordance with establishment procedures
1.2 Balances prepared by others are checked to ensure that
they are accurate and in accordance with establishment
procedures
1.3 Financial and system discrepancies are identified and
resolved according to level of responsibility
1.4 Financial systems and financial control systems are
implemented in accordance with establishment procedures
1.5 Systems are monitored and feedback is provided to
appropriate management on possible improvements
2. Complete routine records and
reports
2.1 Routine records and reports are accurately completed
within designated timelines
2.2 Reports are promptly forwarded to the appropriate
person/department

12

RANGE OF VARIABLES

This unit applies to hospitality establishments where night audit is performed. The following
explanations identify how this unit may be applied in different workplaces and circumstances.

VARIABLE RANGE
1. Transactions

1.1 food and beverage
1.2 mini-bar
1.3 laundry and other services
1.4 inter-departmental vouchers

2. Records and reports May include but are not limited to:
2.1 occupancy
2.2 room rates
2.3 arrivals and departures
2.4 sales performance
2.5 breakdown by department
2.6 commission earnings
2.7 supplier activity
2.8 sales returns
2.9 commercial account activity
2.10 foreign currency activities
3. Discrepancies May include but are not limited to:
3.1 incorrect posting
3.2 errors in guest folios
3.3 computer errors
3.4 errors in source documentation
4. Financial systems

4.1 petty cash
4.2 floats
4.3 debtor control
4.4 banking procedures
13

EVIDENCE GUIDE
Competency
1.1 Demonstrated ability to check and balance a range of transactions
following the standards procedures
1.2 Demonstrated ability to identify and rectify discrepancies in accordance
with established standards
1.3 Articulated the night audit process impacts on overall financial management
in accordance with established standards
1.4 Demonstrated skills on the use of current front office technology and
equipment in accordance with enterprise requirements

2. Underpinning
Knowledge
2.1 Financial reporting cycles and procedures in a front office context
2.2 Importance of financial checking and reporting processes in the overall
financial management of an establishment

3. Underpinning
Skills
3.1 Typical financial control processes and procedures as they apply to front
office operations
3.2 Identification and rectification of typical variances and discrepancies
3.3 Auditing of transactions from several operating periods
4. Resource
Implications
4.1 Current front office technology and equipment
4.2 A range of transaction documentation typical of a commercial
accommodation establishment

5. Methods of
Assessment
5.1 Copies of records checked by the candidate
5.2 Review of reports and documentation produced by the candidate
5.3 Oral or written questions to assess knowledge of processes and procedures
the-0job performance by the candidate

6. Context for
Assessment
6.1 Assessment may be done in the workplace or simulated workplace
environment

14

UNIT OF COMPETENCY: PROVIDE CLUB RECEPTION SERVICES


UNIT DESCRIPTOR : This unit deals with the skills and knowledge required to offer reception
services within a licensed club environment. It focuses on the delivery of
quality customer service, with underpinning knowledge on club procedures

ELEMENT PERFORMANCE CRITERIA
Range of Variables
1. Provide information on club
services and process
memberships

1.1 Accurate advice and information on club services and
facilities is provided to customers and club members as
required according to established standards
1.2 Club membership and club rules are explained to the
public and members following the standard procedures
1.3 Membership application forms are clearly explained and
completely filled up in accordance with the enterprise
requirements
1.4 Membership records are checked and maintained
according to standard procedures
2. Monitor entry to club 2.1 Membership badges/cards are checked upon entry to the
club in accordance with established standards
2.2 Guests are assisted to sign in accordance with
government and enterprise requirements
2.3 Members and guests are checked to comply with dress and
age regulations in accordance with established policy and
procedures
2.4 Disputes over entry to club are referred to security,
supervisor or other relevant person according to enterprise
policy

15

RANGE OF VARIABLES

This unit applies only to licensed clubs. The following explanations identify how this unit may be applied in
different workplaces and circumstances.

VARIABLE RANGE
1. Club services and facilities Will vary according to the particular club and may include but are
not limited to:
1.1 Restaurants and cafes
1.2 Gaming facilities
1.3 Shows and attractions
1.4 Prize nights and special events
1.5 Games and sporting facilities
1.6 Gymnasiums and health facilities
1.7 Member clubs and associations
1.8 Computer rooms and internet facilities
1.9 Community courses and training programs
1.10 Member benefits
2. Club membership and club rules

2.1 Will vary according to the particular club and legislative
requirements of the locality

3. Dress and age regulations 3.1 Set down by particular clubs and according to legislation of
the locality

16
EVIDENCE GUIDE
Competency
1.1 Demonstrated ability to respond to inquiries on and explain the clubs
facilities and services in accordance with established standards
1.2 Demonstrated ability to monitor entry to club according to established
standards

2. Underpinning
Knowledge and
Attitude
2.1 Knowledge of club and licensing laws in relation to entry requirements for
customers and dress regulations
2.2 Knowledge of particular club membership rules, conditions, benefits and
entitlements
2.3 Knowledge of particular club membership rules, conditions, benefits and
entitlements
3. Underpinning Skills 3.1 Customer service skills for dealing tactfully and politely with customers
4. Resource
Implications
4.1 Project or work activities that enable the candidate to apply club knowledge
to specific operational situations
4.2 Interaction with others to demonstrate the
interpersonal communication requirements of the unit
4.3 Use of current club guidelines, policies and procedures

5. Methods of
Assessment
5.1 Direct observation of the candidate interacting with customers
5.2 Role-play to assess ability to provide appropriate customer service
5.3 Oral and written questions on club facilities, rules and legislative
requirements
the-job performance by the candidate
5.5 Project or work activities that enable the candidate to apply club knowledge
to specific operational situations
5.6 Interaction with others to demonstrate the interpersonal communication
requirements of the unit
5.7 Use of current club guidelines, policies and procedures

6. Context for
Assessment

17
UNIT OF COMPETENCY: PROVIDE PORTER SERVICES


UNIT DESCRIPTOR : This unit of competency deals with the knowledge, skills and attitudes in
providing bell or concierge services required for handling guest arrival
and departures, handling guest luggage and responding to requests for
bell desk services.

ELEMENT
Range of Variables
1. Handle guest arrivals and
departures

1.1 Expected daily arrivals and departures and requests for
major guest movements are reviewed and planned in
accordance with established standards
1.2 Guests are welcomed promptly on arrival and directed to
the appropriate area for registration
1.3 Guests with luggage are assisted in accordance with
established procedures and safety requirements
1.4 Guests are escorted to rooms and where appropriate
courteously showed/explained the establishment/room
features in accordance with established procedures
2. Handle guest luggage 2.1 Guest luggage is safely transported and delivered to the
correct location within appropriate timeframes
2.2 Luggage storage system is operated correctly and in
accordance with established procedures and security
requirements
2.3 Luggage is marked and accurately stored to allow for easy
retrieval following the established procedures
2.4 Luggage is placed correctly within the storage system
3. Respond to request for bell desk
services
3.1 Bell desk services are provided promptly and in accordance
with establishments security and safety requirements
3.2 Colleagues and other departments are liaised with to ensure
effective response to bell desk requests, where appropriate

18
RANGE OF VARIABLES

This unit applies to most establishments where accommodation is provided. The following lists and statements
identify how this unit may be applied in different workplaces and circumstances.

VARIABLE RANGE
1. Established procedures and safety
requirements for luggage

1.1 luggage marking systems
1.2 amount of luggage to be placed on trolleys or taken into
elevators
1.3 procedures or designated routes for moving luggage through
public areas
1.4 restrictions on areas into which luggage can be taken
1.5 order in which luggage is to be moved
1.6 procedures for dealing with heavy items
1.7 lifting and bending procedures
1.8 procedures for taking luggage from rooms
1.9 placement of luggage within rooms
1.10 group luggage procedures

2. Establishment/room features
guests should be advised
2.1 dining options within the establishment
2.2 sporting facilities
2.3 floor facilities
2.4 operating procedures for room equipment such as phone or
TV
2.5 general services such as laundry, valet
2.6 meal arrangements
3. Bell desk services

3.1 mail
3.2 messages
3.3 organization of transport
3.4 luggage pick up
3.5 paging of guests
3.6 preparation of guest information directories, normally done
at the reception area

19
EVIDENCE GUIDE
Competency
1.1 Handled luggage services for guest arrivals and departures
according to established standard procedures
1.2 Collected and transported guest luggage in accordance with
established procedures and security requirements
1.3 Provided bell desk services in accordance with establishments
security and safety requirements
1.4 Showed and explained room features upon guests arrival following
the standard procedures
1.5 Demonstrated skills in interpersonal communication with others in
accordance with established standards
2. Underpinning
Knowledge
2.1 Communication
2.1.1 Interpersonal skills
2.1.2 Communication
2.2 Safety Practices
2.2.1 Occupational health and safety procedures for luggage
2.3 Knowledge of a range of typical bell desk services
2.4 Procedures and systems for the movement of luggage
2.5 Features of luggage storage systems

3. Underpinning Skills 3.1 Ability to provide courteous and friendly service to guests
3.2 Ability to safely handle luggage and use luggage storage systems
4. Resource
Implications
4.1 Current equipment and technology for moving baggage
4.2 Multiple pieces of luggage

5. Methods of
Assessment
5.1 Direct observation of the candidate carrying and
loading multiple pieces of luggage safely or answering customer requests
5.2 Oral or written questions to assess knowledge of typical bell desk procedures
and systems
performance by the candidate
5.4 Project or work activities that allow the candidate to demonstrate safe working
practices in the movement of baggage and to respond to a range of typical
customer requirements
5.5 Use of current equipment and technology for moving
6. Context for
Assessment

20
DEFINITION OF TERMS

CONCIERGE a front office section taking charge of guest inquiries, requests and complaints.

FRONT OFFICE AGENT a front office staff in-charge of accepting hotel reservations; registering and
checkingout guest; handling guest inquiries, request and complaints and F.O.
Cashiering.

RESERVATION the process of requesting for room accommodation in advance in a hotel or other
commercial establishment.

VING CARD a computer generated electronic card used as guest room key.

BACK-OF-THE-HOUSE - non-guest contact departments such as Accounting/Finance

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TR - COMMERCIAL COOKING NC IV Promulgated April 2007

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