COMPARING and CROSS-MATCHING OF COMPETENCIES

Required Units of
Training
Current Competencies Competency/Learnin
Gaps/Requirements
g Outcomes
Basic Competencies
1. Participate in 1. Participate in
workplace workplace
communication communication
1.1 Obtain and convey 1.1 Obtain and convey
workplace information workplace information

1.2 Speak English at a 1.2 Perform duties

basic operational level following workplace
instructions
1.3 Participate in 1.3Participate in
workplace meetings and workplace meetings
discussions and discussions
1.4 Complete relevant 1.4 Complete relevant
work-related documents work-related
documents

2. WORK IN TEAM 2. WORK IN TEAM

ENVIRONMENT ENVIRONMENT
2.1 Describe team role 2.1 Describe team role
and scope and scope
2.2 Identify own role and 2.2 Identify own role
responsibility within and responsibility
team within team
2.3 Work as a team 2.3 Work as a team
member member
2.4 Work effectively with 2.4 Work effectively
colleagues with colleagues
2.5 Work in socially 2.5 Work in socially
diverse environment diverse environment
3. PRACTICE CAREER 3. PRACTICE CAREER
PROFESSIONALISM PROFESSIONALISM
3.1 Integrate personal 3.1 Integrate personal
objectives with objectives with
organizational goal organizational goal
3.2 Set and meet work 3.2 Set and meet work
priorities priorities
3.3 Maintain professional 3.3 Maintain
growth and development professional growth
 and development
4. PRACTICE 4. PRACTICE
OCCUPATIONAL OCCUPATIONAL
HEALTH AND SAFETY HEALTH AND SAFETY
PROCEDURES PROCEDURES
4.1 Identify hazards and 4.1 Identify hazards
risks and risks
4.2 Evaluate hazards and 4.2 Evaluate hazards
risks and risks
4.3 Control hazards and 4.3 Control hazards
risks and risks
4.4 Maintain OHS 4.4 Maintain OHS
awareness awareness
4.5 Perform basic first- 4.5 Perform basic first-
aid procedures aid procedures
COMMON COMPETENCIES
1. DEVELOP AND 1. DEVELOP AND
UPDATE INDUSTRY UPDATE INDUSTRY
KNOWLEDGE KNOWLEDGE
1.1 Seek information on 1.1 Seek information
the industry on the industry
1.2 Update industry 1.2 Update industry
knowledge knowledge
1.3 Develop and update 1.3 Develop and
local knowledge update local knowledge
1.4 Promote products 1.4 Promote products
and services to and services to
customers customers
2. OBSERVE 2. OBSERVE
WORKPLACE HYGIENE WORKPLACE
PROCEDURES HYGIENE
PROCEDURES
2.1 Follow hygiene 2.1 Follow hygiene
procedures procedures
2.2 Identify and prevent 2.2 Identify and
hygiene risks prevent hygiene risks
3. PERFORM 3. PERFORM
COMPUTER COMPUTER
OPERATIONS OPERATIONS
3.1 Plan and prepare for 3.1 Plan and prepare
task to be undertaken for task to be
undertaken
3.2 Input data into 3.2 Input data into
computer computer
3.3 Access information 3.3 Access information
using computer using computer
3.4 Produce/output data 3.4 Produce/output
using computer System data using computer
System
3.5 Maintain computer 3.5 Maintain computer
equipment and systems equipment and
systems
4. PERFORM 4. PERFORM
WORKPLACE AND WORKPLACE AND
SAFETY PRACTICES SAFETY PRACTICES
4.1 Follow workplace 4.1 Follow workplace
procedures for health, procedures for health,
safety and security safety and security
practices practices
4.2 Perform child 4.2 Perform child
protection duties protection duties
relevant to the tourism relevant to the tourism
industry industry
4.3 Observe and monitor 4.3 Observe and
people monitor people
4.4 Deal with emergency 4.4. Deal with
situations emergency situations
4.5 Maintain safe 4.5 Maintain safe
personal presentation personal presentation
standards standards
5. PROVIDE EFFECTIVE 5. PROVIDE
CUSTOMER SERVICE EFFECTIVE
CUSTOMER SERVICE
5.1 Greet customer 5.1 Greet customer
5.2 Identify needs of 5.2 Identify needs of
customers customers
5.3 Deliver service to 5.3 Deliver service to
customer customer
CORE COMPETENCIES
1. PREPARE THE 1. PREPARE THE
DINING DINING ROOM OR
ROOM/RESTAURANT RESTAURANT
AREA FOR SERVICE AREA FOR SERVICE
1.1 Take table 1.1 Take table
reservations reservations
1.2 Prepare service 1.2 Prepare service
stations and equipment stations and equipment
1.3 Set up the tables in 1.3 Set up the tables in
the dining area the dining area
1.4 Set the 1.4 Set the
mood/ambiance of the mood/ambiance of the
dining area dining area
2.WELCOME GUESTS 2.WELCOME GUESTS
AND TAKE FOOD AND AND TAKE FOOD AND
BEVERAGE ORDERS BEVERAGE ORDERS
2.1 Welcome and greet 2.1 Welcome and greet
guests guests
2.2 Seat the guests 2.2 Seat the guests
2.3 Take food and 2.3 Take food and
beverage orders beverage orders
2.4 Liaise between 2.4 Liaise between
kitchen and service kitchen and service
areas areas
3. PROMOTE FOOD 3. PROMOTE FOOD
AND BEVERAGE AND BEVERAGE
PRODUCTS PRODUCTS
3.1 Know the product 3.1 Know the product
3.2 Undertake 3.2 Undertake
Suggestive selling Suggestive selling
3.3 Carry out Upselling 3.3 Carry out Upselling
strategies strategies
4. PROVIDE FOOD AND 4. PROVIDE FOOD
BEVERAGE SERVICES AND BEVERAGE
TO SERVICES TO
GUESTS GUESTS
4.1 Serve food orders 4.1 Serve food orders
4.2 Assist the diners 4.2 Assist the diners
4.3 Perform banquet or 4.3 Perform banquet or
catering food service catering food service
4.4 Serve Beverage 4.4 Serve Beverage
Orders Orders
4.5 Conclude food
4.5. Process payments
service and close down
and receipts
dining area
4.6 Manage intoxicated 4.6. Conclude food
persons service and close down
dining area
5. PROVIDE ROOM 5. PROVIDE ROOM
SERVICE SERVICE
5.1 Take and process 5.1 Take and process
room service orders room service orders
5.2 Set up trays and 5.2 Set up trays and
trolleys trolleys
5.3 Present and serve 5.3 Present and serve
food and beverage food and beverage
orders to guests orders to guests
5.4 Present room service 5.4 Present room
account service account
5.5 Clear away room 5.5 Clear away room
service equipment service equipment
6. RECEIVE AND 6. RECEIVE AND
HANDLE GUEST HANDLE GUEST
CONCERNS CONCERNS
6.1 Listen to the 6.1 Listen to the
complaint complaint
6.2 Apologize to the 6.2 Apologize to the
guest guest
6.3 Take proper action 6.3 Take proper action
on the complaint on the complaint
6.4 Record complaint 6.4 Record complaint