National Occupational Skill Standard (NOSS)...Waiter, L-2 prepares guest area for service, takes and...

National Occupational Skill Standard (NOSS)

Occupational Title : Waiter

Level : 2

Sector : Hospitality Industry

Sub - Sector : Food and Beverage Services

NOSS ID/NSCO ID :

ISCO NO :

Council for Technical Education and Vocational Training

NATIONAL SKILL TESTING BOARD Madhyapur Thimi-17, Sanothimi, Bhaktapur, Nepal

Developed: 2076-04-30 (2019-08-15)

NOSS ID # Developed Date: 2019-08-15 Revision Number ## Revised Date: dd/mm/yy Page:2

The National Occupational Skill Standard Developed by: No Name Designation Organization

1. Mr. Narendra Bajracharya Coordinator Hospital Technical Sub Committee National Skill Testing Board, Sanothimi, Bhaktapur

Mr. Binod Badal Director National Skill Testing Board

Sanothimi, Bhaktapur

2. Ms. Samjhana Basnyat Member Principal, International School of Tourism & Hotel Management Gyaneshwor, Kathmandu

3. Mr. Bhai Lal Maharjan Member Restaurant and Banquet Manager, Summit Hotel, Kupondole, Lalitpur

4. Mr. Sushant Tuladhar Member Manager, Hotel Nepa International Jyatha, Kathmandu

5. Ms. Smriti Dongol Member Training Officer, International School of Tourism & Hotel Management, Gyaneshwor, Kathmandu

6. Mr. Sumit Rayamajhi Member Team Leader (BHM), Institute of International Management Science College, Dhobidhara, Kathmandu

7. Mr. Bhawanath Tripathi Member-Secretary Hospital Technical Sub Committee National Skill Testing Board, Sanothimi, Bhaktapur

8. Mr. Tulsi KC Facilitator Sr.Skill Testing Officer National Skill Testing Board, Sanothimi, Bhaktapur

9. Mr. Suresh Maharjan Facilitator Skill Testing Officer National Skill Testing Board, Sanothimi, Bhaktapur

Recommended by Hospitality Technical Sub Committee: 15 August 2019 (30 Shrawan 2076)


The National Skill Standard and Test was Revised by:

No. Name Designation Organization

1. Mr. Narendra Bajracharya Coordinator Hospitality Technical Sub Committee

National Skill Testing Board (NSTB), Sanothimi, Bhaktapur

2. Mr. Yam Bhandari Member Director, National Skill Testing Board (NSTB)

Sanothimi, Bhaktapur, Nepal

3. Mr. Sanjaya Joshi Member General Manager, Hotel Himalaya

Pulchowk, Lalitpur

4. Ms. Samjhana Basnyat Member Principal, International School of Tourism & Hotel Management

Gyaneshwor, Kathmandu

5. Mr. Sanindra Barjacharya Member Manager, Vajra Hotel

Swayambu, Kathmandu

6. Mr. Sushant Tuladhar Member Manager, Hotel Nepa International

Jyatha, Kathmandu

7. Mr. Tulsi K.C. Facilitator Sr. Skill Testing Officer, National Skill Testing Board (NSTB)


8. Mr. Suresh Maharjan Facilitator Skill Testing Officer, National Skill Testing Board (NSTB)


9. Mr. Upendra Pokharel Member Secretary Hospitality Technical Sub Committee

National Skill Testing Board (NSTB), Sanothimi, Bhaktapur

Recommended by Hospitality Technical Sub Committee: 25th September 2015 (2072.06.08)


The National Skill Standards and Test was developed by:

1. Mr. Narendra Bajracharaya Coordinator Immediate Past President

Hotel Association Nepal

2. Mr. Chandra Bhakta Nakarmi Member Director

National Skill Testing Board/ CTEVT

3. Mr. Ujjwal Satyal Member Head of Department, Food and Beverage

National Academy of Travel and Hotel Management

4. Mr. Sanjaya Joshi Member Acting General Manager

Hotel Yak and Yeti, Kathmandu

5. Ms. Samjhana Basnyat Member Representative


6. Mr. Ashish Chhetri Member Instructor

International School of Tourism and Hotel Management

7. Mr. Santosh Shah Member Representative


8. Mr. Chhabi Bahadur Gurung Member Deputy Director

National skill Testing Board/ CTEVT

9. Mr. Dip Narayan Chaudhary Member-Secretary Skill Testing Officer

National Skill Testing Board / CTEVT

10. Mr. Kheta Raj Koirala Member Skill Testing Assistant

National Skill Testing Board / CTEVT

Recommended by Food and Beverage services Technical Sub-Committee 27th June 2006 (2063.03.13)


1 Occupational Title: Waiter Level: 2

2 Job Description:

Waiter, L-2 prepares guest area for service, takes and serves food and beverages orders, clears table, provides room service in hotel and performs restaurant/outlet closing maintaining hygiene, sanitation and safety measures.

3 UNITS OF COMPETENCY:

1. Maintain sanitation, hygiene and safety.

2. Prepare guest area for service.

3. Take and serve food and beverage order.

4. Perform table clearance.

5. Provide room service in hotel.

6. Provide banquet service.

7. Perform restaurant/outlet closing.

8. Perform communication.

9. Develop professionalism.

*Note: Unit 8 and 9 are not for testing purpose.

4 Qualifying Notes/Prerequisites:

• Physical Requirements: Sound health

• Entry Requirements: As per NSTB rules. Additional Information:

• Assessment Types: Performance and Written test.

• Assessment Duration: 8 to 10 Hrs

• Recommended Group Size: 8 to 10 candidates


5 Unit No: 1 Unit Title: Maintain sanitation, hygiene and safety

Unit code:

Elements of competency Performance standards

1.1 Maintain personal hygiene

1.1.1 Clean spotless and well ironed service uniform worn.

1.1.2 Polished black shoes and full-length socks worn.

1.1.3 No body odor.

1.1.4 Hair neatly trimmed for male and neatly tied for female.

1.1.5 Nails trimmed.

1.1.6 Clean shave maintained.

1.1.7 Hands cleaned and sanitized.

1.2 Maintain workplace hygiene and safety

1.2.1 Tools and equipment checked, cleaned and sanitized.

1.2.2 Restaurant area cleaned and sanitized.

1.2.3 Waste segregated and disposed accordingly.

6 Task Performance Requirements (Tools, Equipment and Materials):

• Broom, mop, wiper, duster, bucket, dust pan, brush, cleaning agents, hot water, hand towel/drier, sanitizer, garbage bin, first aid kit and service uniform.

7 Safety and Hygiene (Occupational Health and Safety):

• Use service uniform.

• Maintain personal and restaurant area hygiene.

• Cover cuts and abrasions.

• Avoid slippery floors.

• Isolate electric and fire hazards (tripping, electric shock, burns).


8 Required Knowledge

Technical Knowledge Applied Calculation Graphical Information

• Restaurant:

o Introduction

o Types

o Safety measures

o Restaurant equipment

• Hygiene and sanitation:

o Introduction

o Guidelines

• Grooming, deportment and attitude

• Use of make-up and adornment as per standard

• Cleaning tools, equipment and materials/agents:

o Use and application

o Handling techniques

• Waste disposal technique

• First Aid

• Read and interpret

manual/instructional guide.


9 Assessment of Competency

Unit: 1

Unit Title: Maintain sanitation, hygiene and safety

Candidate Details Assessors Detail

Candidate’s Name:

Registration Number:

Symbol No:

Test Centre: Test Date:

Assessors' Name

1.

2.

3.

ID/License No:

Element of competency Performance Standards Standard

Met Standard Not Met

Evidence Type

Comments

1.1 Maintain personal hygiene

1.1.1 Clean spotless and well ironed service uniform worn.

1.1.2 Polished black shoes and full-length socks worn.

1.1.3 No body odor.

1.1.4 Hair neatly trimmed for male and neatly tied for female.

1.1.5 Nails trimmed.

1.1.6 Clean shave maintained.

1.1.7 Hands cleaned and sanitized.

1.2 Maintain workplace hygiene and safety

1.2.1 Tools and equipment checked, cleaned and sanitized.

1.2.2 Restaurant area cleaned and sanitized.

1.2.3 Waste segregated and disposed accordingly.

WT- Written Test OQ- Oral Question PT- Practical Test DO – Direct Observation SR- Supervisor’s report SN–Simulation

RP- Role Play PG –Photographs VD- Video CT – Certificates TS – Testimonials (Reward) PP – Product Produced

CS – Case Study


Range Statement

Variable Range

Service uniform May include but not limited to:

• Shirt

• Pant

• Waist coat

• Apron

• Gloves

• Tie/bow tie

• Plain black shoes

• Full-length black socks

• Notepad

• Pen

• Bottle opener

• Waiter's cloth

Restaurant area May include but not limited to:

• Dining area

• Side station

• Pantry/store room


5 Unit No: 2 Unit Title: Prepare guest area for service

Unit code:


2.1 Perform restaurant opening 2.1.1 Cleanliness of restaurant area checked. 2.1.2 Ventilation opened. 2.1.3 Electrical appliances checked. 2.1.4 Table setup for breakfast/lunch/dinner checked. 2.1.5 Side station setup.

2.2 Clean restaurant and side station 2.2.1 Tools and equipment checked, cleaned and sanitized. 2.2.2 Restaurant, pantry/store room and side station area cleaned and sanitized. 2.2.3 Waste segregated and disposed accordingly.

2.3 Clean restaurant service equipment 2.3.1 Restaurant service equipment rinsed, cleaned and wiped to remove visible

contamination. 2.3.2 Cutleries placed in a clean and dry bin. 2.3.3 Crockeries stacked/arranged in side station. 2.3.4 Glassware arranged in the side station.

2.4 Maintain supplies 2.4.1 Soiled linen collected, counted, recorded and exchanged from housekeeping. 2.4.2 Fresh linen counted, recorded and arranged in designated place. 2.4.3 Restaurant supplies counted and recorded. 2.4.4 Additional restaurant supplies collected from dry store and verified with requisition

form and arranged in designated place. 2.4.5 Restaurant supplies refilled into restaurant service equipment, wiped and placed in

designated place.

2.5 Prepare napkin fold 2.5.1 Cloth napkins selected for specified meal period. 2.5.2 Napkins checked for starch, damage, stains and iron. 2.5.3 Required numbers of napkins collected. 2.5.4 Napkins folded in different designs of utility and decorative folds. 2.5.5 Folded napkins stored properly in the side stations.

2.6 Perform table setup 2.6.1 Tables and chairs cleaned, wiped, arranged and aligned in accordance with food service.

2.6.2 Table cloth laid with proper alignment on the table. 2.6.3 Center piece and cruet set placed in the center of the table.


2.6.4 Stain free cutleries, crockeries and glassware carried on tray or handled with napkins.

2.6.5 Appetizer fork placed on the left side and knife at the right side.

2.6.6 Soup spoon placed on the right-hand side inside the appetizer knife.

2.6.7 Main Course/All Purpose (AP) fork placed on the left-hand side inside the appetizer fork.

2.6.8 Main course (AP) Knife placed on the right-hand side, inside to the soup spoon.

2.6.9 Dessert spoon placed on the upper side of the main course (AP) cutlery.

2.6.10 Dessert fork placed at the bottom of dessert spoon, edge part facing left.

2.6.11 Side plate placed on the left-hand side outside appetizer fork with butter knife on the

top.

2.6.12 Water glass placed on top of main course knife.

2.6.13 Folded napkins placed in between main course cutleries.


• Broom, mop, wiper, duster, bucket, dust pan, brush, cleaning agents, hot water, hand towel/drier, sanitizer, garbage bin, first aid kit, linen, table cloth, napkin, duster, moulton, slip cloth, frill, tray cloth/underliner, waiter's cloth, paper napkin, straw, tooth pick, sugar sachet, sauce, butter, jam, tea bag, coffee powder/beans, milk, salt and pepper, chocolate/cocoa powder, doily paper, coaster, BOT/KOT, bill, bill folder, credit card roll, feedback form, pen, napkin holder, tooth pick holder, sugar bowl, sauce bottle, butter dish, milk jug, side plate, tea cup, butter/jam dishes, sugar pot, appetizer knife and fork, main course (AP) spoon, knife and fork, soup spoon, tea spoon, dessert fork and spoon, butter knife, water glass, napkin, center piece, cruet set, table, chair and service uniform.










• Restaurant:

o Introduction

o Types

o Safety measures

o Organization chart

o Restaurant equipment

o Food service area

o Opening and closing process

• Housekeeping and restaurant supplies

• Food service sequence

• Types of napkin and its folds

• Meal period

• Types of menu

o A la carte menu

o Table d hote menu

o Set menu

• Waste disposal technique

• Cleaning agents:

o Types

o Application

o Handling techniques

o Storage

• Procedure of cleaning specific equipment





Unit: 2

Unit Title: Prepare guest area for service


Candidate’s Name:


Symbol No:


Assessors' Name

1.

2.

3.

ID/License No:



Evidence Type Comments

2.1 Perform restaurant opening

2.1.1 Cleanliness of restaurant area checked. 2.1.2 Ventilation opened. 2.1.3 Electrical appliances checked. 2.1.4 Table setup for breakfast/lunch/dinner checked. 2.1.5 Side station setup.

2.2 Clean restaurant and side station

2.2.1 Tools and equipment checked, cleaned and sanitized. 2.2.2 Restaurant, pantry/store room and side station area

cleaned and sanitized. 2.2.3 Waste segregated and disposed accordingly.

2.3 Clean restaurant service equipment

2.3.1 Restaurant service equipment rinsed, cleaned and wiped to remove visible contamination.

2.3.2 Cutleries placed in a clean and dry bin. 2.3.3 Crockeries stacked/arranged in side station. 2.3.4 Glassware arranged in the side station.


2.4 Maintain supplies 2.4.1 Soiled linen collected, counted, recorded and

exchanged from housekeeping. 2.4.2 Fresh linen counted, recorded and arranged in

designated place. 2.4.3 Restaurant supplies counted and recorded. 2.4.4 Additional restaurant supplies collected from dry

store and verified with requisition form and arranged in designated place.

2.4.5 Restaurant supplies refilled into restaurant service equipment, wiped and placed in designated place.

2.5 Prepare napkin fold 2.5.1 Cloth napkins selected for specified meal period. 2.5.2 Napkins checked for starch, damage, stains and iron. 2.5.3 Required numbers of napkins collected. 2.5.4 Napkins folded in different designs of utility and

decorative folds. 2.5.5 Folded napkins stored properly in the side stations.

2.6 Perform table setup 2.6.1 Tables and chairs cleaned, wiped, arranged and

aligned in accordance with food service.

2.6.2 Table cloth laid with proper alignment on the table. 2.6.3 Center piece and cruet set placed in the center of the

table

2.6.4 Stain free cutleries, crockeries and glassware carried

on tray or handled with napkins.

2.6.5 Appetizer fork placed on the left side and knife at the

right side.

2.6.6 Soup spoon placed on the right-hand side inside the

appetizer knife.

2.6.7 Main Course/All Purpose (AP) fork placed on the left-

hand side inside the appetizer fork.

2.6.8 Main course (AP) Knife placed on the right-hand side,


inside to the soup spoon.

2.6.9 Dessert spoon placed on the upper side of the main

course (AP) cutlery.

2.6.10 Dessert fork placed at the bottom of dessert spoon,

edge part facing left.

2.6.11 Side plate placed on the left-hand side outside

appetizer fork with butter knife on the top.

2.6.12 Water glass placed on top of main course knife.

2.6.13 Folded napkins placed in between main course

cutleries.



CS – Case Study


Range Statement

Variable Range

Electrical appliances May include but not limited to:

• Lights

• Audio visual system

• Air conditioner

• Fan

• Heater

• Boiler

• Coffee machine

Restaurant service equipment May include but not limited to:

• Cutleries

• Crockeries

• Glassware

• Service gear

• Napkin holder

• Tooth pick holder

• Sugar bowl

• Sauce bottle

• Butter dish

• Milk jug

• Cruet set


Visible contamination May include but not limited to:

• Residue

• Dirt

• Stain

• Grease

Linen May include but not limited to:

• Table cloth

• Napkin

• Duster

• Moulton

• Slip cloth

• Frill

• Tray cloth/underliner

• Waiter's cloth

Designated place May include but not limited to:

• Side station

• Pantry/Store room

Restaurant supplies May include but not limited to:

• Paper napkin

• Straw

• Tooth pick

• Sugar sachet

• Sauce

• Butter

• Jam

• Tea bag


• Coffee powder/beans

• Milk

• Salt and pepper

• Chocolate/cocoa powder

• Doily paper

• Coaster

• Beverage/Bar Order Ticket (BOT)

• Kitchen Order ticket (KOT)

• Bill

• Credit card roll

• Feedback form

Utility and decorative folds May include but not limited to:

• Utility Folds o Waiter's cloth o Water jug underliner o Crumb down o Cutlery pocket o Lotus o Artichoke o Bread basket o Wine fold

• Decorative folds o Tent o Candle o Book fold o Bishop's hat o Oriental fan o Shell o Bird of paradise o Golden pyramid


o Rose o Diamond

Food service May include but not limited to:

• Buffet

• Meeting/seminar/workshop

• Events (Birthday, Marriage, Anniversary)

Center piece May include but not limited to:

• Bud vase

• Candle stand

• Tent card

• Decorative pieces


5 Unit No: 3 Unit Title: Take and serve food and beverage order

Unit code:


3.1 Greet and escort guest 3.1.1 Guest greeted in accordance with time of day. 3.1.2 Guest escorted to the set table. 3.1.3 Guest seated at the designated place. 3.1.4 Water served as per guest preference.

3.2 Take food and beverage order 3.2.1 Menu facing towards the guest presented. 3.2.2 Special of the day and promotional offer informed to guest. 3.2.3 Menu item suggested and explained to the guest. 3.2.4 Guest order taken and verified by repeating it to the guest. 3.2.5 Beverage order ticket (BOT) filled and forwarded to bar. 3.2.6 Kitchen order ticket (KOT) filled and forwarded to kitchen.

3.3 Serve food and beverage order 3.3.1 Accompaniments served in accordance with organizational practice. 3.3.2 Cutleries rearranged as per the food order. 3.3.3 Food and beverage order picked from the side station and bar respectively. 3.3.4 Food and beverage order verified with guest. 3.3.5 Food and beverage served by announcing the names in the sequence of guest priority.

3.4 Take guest feedback 3.4.1 Feedback form provided to the guest. 3.4.2 Feedback form collected and submitted to supervisor.

3.5 Present bill 3.5.1 Preparation of bill confirmed with the guest. 3.5.2 Bill generated as per KOT and BOT and placed on bill folder. 3.5.3 Bill folder facing front presented to guest with refreshers in accordance with

organizational practice.

3.6 Process payment 3.6.1 Payment collected from guest and handed over to cashier. 3.6.2 Change returned to guest along with receipt and customer copy. 3.6.3 Guest signature taken on merchant copy in case of card payment and deposited to cash

counter.



• Table cloth, napkin, duster, moulton, slip cloth, frill, tray, tray cloth/underliner, waiter's cloth, paper napkin, straw, tooth pick, sugar sachet, sauce, butter, jam, tea bag, coffee powder/beans, milk, salt and pepper, chocolate/cocoa powder, doily paper, coaster, BOT/KOT, bill, credit card print roll, feedback form, pen, POS (Point of Sale) napkin holder, tooth pick holder, sugar bowl, sauce bottle, butter dish, milk jug, cruet set and service uniform.










• Types of guest

• Guest handling technique

• Guest seating guideline

• Types of menu

• Food and beverage items on menu

• Suggestive / up selling, selling technique

• Order ticket (KOT and BOT)

• Order taking procedure

• Arrange of cutleries, crockeries and glassware as per food

order

• Guest feedback and complaint handling

• Mode of payment

• Bill settlement





Unit: 3

Unit Title: Take and serve food and beverage order


Candidate’s Name:


Symbol No:


Assessors' Name

1.

2.

3.

ID/License No:



Evidence Type

Comments

3.1 Greet and escort guest

3.1.1 Guest greeted in accordance with time of day. 3.1.2 Guest escorted to the set table. 3.1.3 Guest seated at the designated place. 3.1.4 Water served as per guest preference.

3.2 Take food and beverage order

3.2.1 Menu facing towards the guest presented. 3.2.2 Special of the day and promotional offer informed to

guest. 3.2.3 Menu item suggested and explained to the guest. 3.2.4 Guest order taken and verified by repeating it to the

guest. 3.2.5 Beverage order ticket (BOT) filled and forwarded to bar. 3.2.6 Kitchen order ticket (KOT) filled and forwarded to

kitchen.

3.3 Serve food and beverage order

3.3.1 Accompaniments served in accordance with organizational practice.

3.3.2 Cutleries rearranged as per the food order. 3.3.3 Food and beverage order picked from the side station


and bar respectively. 3.3.4 Food and beverage order verified with guest. 3.3.5 Food and beverage served by announcing the names in

the sequence of guest priority.

3.4 Take guest feedback 3.4.1 Feedback form provided to the guest. 3.4.2 Feedback form collected and submitted to supervisor.

3.5 Present bill 3.5.1 Preparation of bill confirmed with the guest. 3.5.2 Bill generated as per KOT and BOT and placed on bill

folder. 3.5.3 Bill folder facing front presented to guest with

refreshers in accordance with organizational practice.

3.6 Process payment 3.6.1 Payment collected from guest and handed over to

cashier. 3.6.2 Change returned to guest along with receipt and

customer copy. 3.6.3 Guest signature taken on merchant copy in case of card

payment and deposited to cash counter.



CS – Case Study


Range Statement

Variable Range

Water May include but not limited to:

• Ice water

• Hot water

• Bottled water

• Normal water

Menu May include but not limited to:

• Food menu

• Bar/beverage menu

Accompaniments May include but not limited to:

• Popcorn

• Papad

• Peanuts

• Chips

• Bread

• Pickle

• Jam

• Butter

• Honey

• Marmalade

• Ketchup

• Mayonnaise


Guest priority May include but not limited to:

• Kids

• Elderly people

• Ladies

• Gents

• Host

Refreshers May include but not limited to:

• Mints

• Fennel seed

• Chocolate/candies

• Cinnamon stick

• Cloves

• Cardamom

• Betel nuts

Payment May include but not limited to:

• Cash

• Card


5 Unit No: 4 Unit Title: Perform table clearance

Unit code:


4.1 Clear crockeries and cutleries

4.1.1 Guest approval taken prior to the clearance. 4.1.2 Crockeries and cutleries cleared without spilling left over food from the left-hand side in

the same sequence as food served. 4.1.3 Soiled food and used bottle/can disposed in the defined garbage bin. 4.1.4 Soiled cutleries gently dropped in defined container. 4.1.5 Soiled crockeries stacked according to the shape and sizes.

4.2 Perform crumbing

4.2.1 Guest approval taken prior to crumbing. 4.2.2 Dirt or spilled over food/drinks crumbed from left hand side without spilling. 4.2.3 Dessert fork rearranged on left and dessert spoon on right hand side.

4.3 Clear glassware and napkin

4.3.1 Glassware cleared on tray without spillage and breakage along with soiled napkin. 4.3.2 Soiled glassware emptied and placed upside down in racks according to the glassware. 4.3.3 Delicate glasses returned to the bar.


• Tray, garbage bin, container, crockeries, cutleries, glassware, duster, crumber, glass rack, linen and service uniform.










• Clearance sequence

• Table clearance technique

• Tray handling

• Safety measures

• Waste management

o Introduction

o Types of waste

▪ Degradable waste

▪ Non degradable waste

o Waste Disposal technique





Unit: 4

Unit Title: Perform table clearance


Candidate’s Name:


Symbol No:


Assessors' Name

1.

2.

3.

ID/License No:



Evidence Type

Comments

4.1 Clear crockeries and cutleries

4.1.1 Guest approval taken prior to the clearance.

4.1.2 Crockeries and cutleries cleared without spilling left over

food from the left-hand side in the same sequence as food

served.

4.1.3 Soiled food and used bottle/can disposed in the defined

garbage bin.

4.1.4 Soiled cutleries gently dropped in defined container.

4.1.5 Soiled crockeries stacked according to the shape and sizes.

4.2 Perform crumbing

4.2.1 Guest approval taken prior to crumbing.

4.2.2 Dirt or spilled over food/drinks crumbed from left hand side

without spilling.

4.2.3 Dessert fork rearranged on left and dessert spoon on right

hand side.

4.3 Clear glassware and

4.3.1 Glassware cleared on tray without spillage and breakage

along with soiled napkin.


napkin 4.3.2 Soiled glassware emptied and placed upside down in racks

according to the glassware.

4.3.3 Delicate glasses returned to the bar.



CS – Case Study


Range Statement

Variable Range

Crockeries May include but not limited to:

• Soup cup/bowl

• Saucer

• Full/half/side plate

• Tea cup

• Tea pot

• Platters

• Butter/jam dishes

• Milk jug

• Sugar pot

Cutleries May include but not limited to:

• Appetizer knife and fork

• Main course (AP)/soup/tea spoon

• Main course (AP) knife and fork

• Dessert fork and spoon

• Butter knife

• Steak knife • Fish knife and fork

Defined garbage bin May include but not limited to:

• Degradable

• Non degradable


Glassware May include but not limited to:

• Hi-ball

• Wine glasses (Red, White)

• Champagne (Flute and saucer)

• On the rocks/Old fashioned

• Beer mugs/goblet

• Pilsner

• Juice glass

• Cocktail glass

Delicate glasses May include but not limited to:

• Champagne (Flute and saucer)

• Cocktail glass

• Pilsner

• Liqueur glass

• Shot glass


5 Unit No: 5 Unit Title: Provide room service in hotel

Unit code:


5.1 Take room service order

5.1.1 Guest greeted and offered assistance over the phone. 5.1.2 Guest room number verified and noted in the order book. 5.1.3 Order taken and verified by repeating it to the guest. 5.1.4 Guest informed about the time of delivery and order sent to the kitchen/bar.

5.2 Setup tray and trolley 5.2.1 Room service tray arranged with cutleries covered by folded napkin, accompaniments,

center piece, cruet set and bill folder. 5.2.2 Cleaned and ironed table cloth laid on the trolley. 5.2.3 Trolley set up with cutleries covered by folded napkins, accompaniments, center piece,

cruet set, hot box, extra plates and bill folder. 5.2.4 Bill generated and kept in bill folder.

5.3 Serve food and beverage order in guest room

5.3.1 Door knocked gently announcing “room service." 5.3.2 Guest greeted and permission seek to enter the room. 5.3.3 Food served announcing the name at the place mentioned by the guest. 5.3.4 Guest signature taken on bill and submitted to Front Desk Cashier.

5.4 Perform room service clearance 5.4.1 Door knocked gently announcing “room service." 5.4.2 Guest greeted and permission seek to enter the room. 5.4.3 Soiled crockeries, cutleries, glassware and napkin arranged on tray/trolley. 5.4.4 Feedback obtained from guest and submitted to supervisor. 5.4.5 Soiled crockeries, cutleries and glassware placed at dish washing area and napkin sent

to laundry.


• Tray, trolley, cutleries, crockeries, glassware, center piece, cruet set, hot box, napkin, linen, bill folder, pen, room service menu, order ticket, telephone, POS (Point of Sale) and service uniform.











• Telephone handling /order taking etiquette

• Room service menu

• Tray and Trolley Setup

• DND (Do Not Disturb) room

• Service and billing procedure

• Clearance procedure





Unit: 5

Unit Title: Provide room service in hotel


Candidate’s Name:


Symbol No:


Assessors' Name

1.

2.

3.

ID/License No:



Evidence Type

Comments

5.1 Take room service order

5.1.1 Guest greeted and offered assistance over the phone. 5.1.2 Guest room number verified and noted in the order book. 5.1.3 Order taken and verified by repeating it to the guest. 5.1.4 Guest informed about the time of delivery and order sent

to the kitchen/bar.

5.2 Setup tray and trolley 5.2.1 Room service tray arranged with cutleries covered by

folded napkin, accompaniments, center piece, cruet set and bill folder.

5.2.2 Cleaned and ironed table cloth laid on the trolley. 5.2.3 Trolley set up with cutleries covered by folded napkins,

accompaniments, center piece, cruet set, hot box, extra plates and bill folder.

5.2.4 Bill generated and kept in bill folder.

5.3 Serve food and beverage order in guest room

5.3.1 Door knocked gently announcing “room service." 5.3.2 Guest greeted and permission seek to enter the room. 5.3.3 Food served announcing the name at the place mentioned

by the guest.


5.3.4 Guest signature taken on bill and submitted to Front Desk Cashier.

5.4 Perform room service clearance

5.4.1 Door knocked gently announcing “room service." 5.4.2 Guest greeted and permission seek to enter the room. 5.4.3 Soiled crockeries, cutleries, glassware and napkin arranged

on tray/trolley. 5.4.4 Feedback obtained from guest and submitted to

supervisor. 5.4.5 Soiled crockeries, cutleries and glassware placed at dish

washing area and napkin sent to laundry.



CS – Case Study


Range Statement

Variable Range

Accompaniments May include but not limited to:

• Papad

• Bread

• Pickle

• Jam

• Butter

• Honey

• Marmalade

• Ketchup

• Mayonnaise


5 Unit No: 6 Unit Title: Provide banquet service

Unit code:


6.1 Setup buffet table

6.1.1 Buffet tables cleaned, wiped, arranged and aligned in accordance with food service.

6.1.2 Moulton, table cloth and frill laid with proper alignment on buffet table.

6.1.3 Clean buffet equipment placed on buffet table with proper alignment.

6.2 Setup stage

6.2.1 Event furniture checked, cleaned and wiped.

6.2.2 Event furniture arranged in accordance with event.

6.2.3 Center piece and glassware placed on stage as per event.

6.2.4 Layout and alignment of stage furniture checked and adjusted.

6.3 Setup tables and chairs

6.3.1 Tables and chairs cleaned and wiped.

6.3.2 Tables and chairs arranged and aligned in accordance with event.

6.3.3 Chair covers and table cloth placed on chair and table respectively.

6.3.4 Center piece and banquet supplies setup on tables as per event.

6.4 Setup cutleries, crockeries and glassware

6.4.1 Cutleries, crockeries and glassware collected, checked and cleaned.

6.4.2 Cutleries, crockeries, glassware and napkins arranged in accordance with event.

6.4.3 Cutleries, crockeries, glassware and napkins setup checked and adjusted.

6.5 Serve food and beverage

6.5.1 Beverage collected on tray from bar and served to guest as per event.

6.5.2 Snacks and appetizer collected from kitchen on tray and served to guest as per event.

6.5.3 Buffet table maintained during food service.

6.5.4 Food replenished on chaffing dish as required.

6.6 Perform clearance

6.6.1 Soiled glassware, crockeries and cutleries cleared and placed at dish washing area.

6.6.2 Napkin, Moulton, table cloth, frill, chair covers and table cloths removed, collected and

sent to Laundry after the event.

6.6.3 Event furniture, tables and chairs stacked and sent to designated area.

6.6.4 Buffet equipment collected and returned to banquet store.

6.7 Perform banquet closing 6.7.1 Banquet area checked for cleanliness before closing.

6.7.2 Electrical appliances switched OFF.



• Duster, cleaning agent, moulton, table cloth, chair cover, frill, buffet table, buffet equipment, event furniture, table, chair, cutleries, crockeries, glassware, tray, trolley, napkin, center piece, cruet set, banquet supplies and service uniform.










• Banquet Introduction

• Types of event

• Banquet setup

• Tray handling

• Banquet equipment

• Food and beverage service sequence

• Meal period

o Breakfast

o Lunch

o Hi tea

o Cocktail reception

o Dinner

• Clearance technique

• Banquet closing





Unit: 6

Unit Title: Provide banquet service


Candidate’s Name:


Symbol No:


Assessors' Name

1.

2.

3.

ID/License No:



Evidence Type

Comments

6.1 Setup buffet table

6.1.1 Buffet tables cleaned, wiped, arranged and aligned in accordance with food service.

6.1.2 Moulton, table cloth and frill laid with proper alignment on buffet table.

6.1.3 Clean buffet equipment placed on buffet table with proper alignment.

6.2 Setup stage

6.2.1 Event furniture checked, cleaned and wiped. 6.2.2 Event furniture arranged in accordance with event. 6.2.3 Center piece and glassware placed on stage as per event. 6.2.4 Layout and alignment of stage furniture checked and

adjusted.

6.3 Setup tables and chairs

6.3.1 Tables and chairs cleaned and wiped. 6.3.2 Tables and chairs arranged and aligned in accordance with

event. 6.3.3 Chair covers and table cloth placed on chair and table

respectively. 6.3.4 Center piece and banquet supplies setup on tables as per


event.

6.4 Setup cutleries, crockeries and glassware

6.4.1 Cutleries, crockeries and glassware collected, checked and cleaned.

6.4.2 Cutleries, crockeries, glassware and napkins arranged in accordance with event.

6.4.3 Cutleries, crockeries, glassware and napkins setup checked and adjusted.

6.5 Serve food and beverage

6.5.1 Beverage collected on tray from bar and served to guest as per event.

6.5.2 Snacks and appetizer collected from kitchen on tray and served to guest as per event.

6.5.1 Buffet table maintained during food service. 6.5.2 Food replenished on chaffing dish as required.

6.6 Perform clearance

6.6.1 Soiled glassware, crockeries and cutleries cleared and placed at dish washing area.

6.6.2 Napkin, Moulton, table cloth, frill, chair covers and table cloths removed, collected and sent to Laundry after the event.

6.6.3 Event furniture, tables and chairs stacked and sent to designated area.

6.6.4 Buffet equipment collected and returned to banquet store.

6.7 Perform banquet closing

6.7.1 Banquet area checked for cleanliness before closing. 6.7.2 Electrical appliances switched OFF.



CS – Case Study


Range Statement

Variable Range

Buffet equipment May include but not limited to:

• Chaffing dish

• Service gear

• Tent card

Event furniture May include but not limited to:

• Arm chair

• Couch

• Sofa set

• Podium

• Tea table

Event May include but not limited to:

• Meeting/seminar/workshop/conference/Exhibition

• Social lifecycle events (Birthday, Wedding, Anniversary)

Center piece May include but not limited to:

• Bud vase

• Candle stand

• Tent card

• Decorative pieces

Glassware May include but not limited to:

• Water bottle

• Water goblet


Banquet supplies May include but not limited to:

• Stationery

• Name card

• Refreshers

• Paper napkin

• Tooth pick

Snacks and appetizer May include but not limited to:

•


• Lights


• Air conditioner

• Fan

• Heater


5 Unit No: 7 Unit Title: Perform restaurant/outlet closing

Unit code:


7.1 Arrange restaurant equipment

7.1.1 Washed and wiped cutleries, crockeries and glassware brought and arranged in the designated place.

7.1.2 Washed and wiped trays arranged in the designated place. 7.1.3 Restaurant equipment cleaned and wiped.

7.2 Setup table for next day breakfast

7.2.1 Tables and chairs cleaned, wiped, arranged and aligned in accordance with food service. 7.2.2 Table cloth laid with proper alignment on the table. 7.2.3 Center piece, cruet set and sugar pot placed in the center of the table. 7.2.4 Water goblet placed on the right side of the cover. 7.2.5 Tea cup and tea spoon on saucer placed next to water goblet. 7.2.6 Side plate with Butter knife placed on the left side of the cover. 7.2.7 AP fork place on the left and AP knife place on the right side of the cover. 7.2.8 Folded napkin placed on the center of the cover.

7.3 Collect soiled linen 7.3.1 Soiled linen segregated, counted and packed. 7.3.2 All counted linens are recorded and dropped in Laundry.

7.4 Close work shift

7.4.1 Disposal of garbage checked. 7.4.2 Guest area checked for cleanliness before closing. 7.4.3 Electrical appliances switched OFF.


• Cutleries, crockeries, glassware, center piece, cruet set, sugar pot, water goblet, linen, garbage bin and service uniform.











• Maintaining side station

• Table setup

• Meal periods

• Operation of electrical appliances

• Restaurant equipment

• Waste management

o Introduction

o Types of waste

▪ Degradable waste

▪ Non degradable waste

o Waste Disposal technique





Unit: 7

Unit Title: Perform restaurant closing


Candidate’s Name:


Symbol No:


Assessors' Name

1.

2.

3.

ID/License No:



Evidence Type

Comments

7.1 Arrange restaurant equipment

7.1.1 Washed and wiped cutleries, crockeries and glassware brought and arranged in the designated place.

7.1.2 Washed and wiped trays arranged in the designated place. 7.1.3 Restaurant equipment cleaned and wiped.

7.2 Setup table for next day breakfast

7.2.1 Tables and chairs cleaned, wiped, arranged and aligned in accordance with food service.

7.2.2 Table cloth laid with proper alignment on the table. 7.2.3 Center piece, cruet set and sugar pot placed in the center of

the table. 7.2.4 Water goblet placed on the right side of the cover. 7.2.5 Tea cup and tea spoon on saucer placed next to water

goblet. 7.2.6 Side plate with Butter knife placed on the left side of the

cover. 7.2.7 AP fork place on the left and AP knife place on the right side

of the cover. 7.2.8 Folded napkin placed on the center of the cover.


7.3 Collect soiled linen 7.3.1 Soiled linen segregated, counted and packed. 7.3.2 All counted linens are recorded and dropped in Laundry.

7.4 Close work shift

7.4.1 Disposal of garbage checked. 7.4.2 Guest area checked for cleanliness before closing. 7.4.3 Electrical appliances switched OFF.



CS – Case Study


Range Statement

Variable Range

Designated place May include but not limited to:

• Side station

• Pantry/Store room


• Lights


• Air conditioner

• Fan

• Heater

• Boiler

• Coffee machine

Date post:	11-Apr-2020
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