Regional Qualifications in the EuroRegional Qualifications in the Euro--MediterraneanMediterraneanSectoral qualifications Sectoral qualifications

Profile Profile of of Waiter Waiter \\ WaitressWaitressAmin Ardah, Industry Based Training Specialist

USAID/Jordan Tourism Development Project

23-24 November 2010 - Amman

Main Duties of A Waiter / Waitress Main Duties of A Waiter / Waitress

Waiter\Waitress serves food and drink to guests in hotel, restaurants, clubs and similar establishments

Skills / competencesSkills / competencesA waiter / waitress may perform the following tasks:

• Lay tables with clean linen or place mats, cutlery, crockery and glasses.

• Take restaurant reservations.

• Welcome and seat customers and hand menus to them.

Skills / competences Skills / competences –– continued continued

• Explain menu to guests and recommend appropriate combinations of food and drink.

• Promote local products and attractions to visitors.

• Take customers orders and pass them to kitchen staff or bar attendants.

• Serve food and drinks.

Skills / competences Skills / competences –– continued continued

• Prepare bills and present them to customer.

• Process payments (cash or credit card).

• Clear tables, return dishes and cutlery to kitchens.

• Establish effective communication with customers.

Performance requirementsPerformance requirements

• Well presented

• Have good communication

• Have good memory

• Be polite and patients

• Be friendly & efficient

• Enjoy working with people

• Be able to work flexible &

inconvenient hours

• Be able to work as part of a

team

• Be able to handle money

• Be healthy and fit

• Be 18 years or older

SubSub--division of the occupation in specialtiesdivision of the occupation in specialties

• Waiter

• Assistant Waiter

• Busboy

• Helper

Profile of Receptionist / Front Profile of Receptionist / Front Office AttendantOffice Attendant

Main Duties of Receptionist / Front Main Duties of Receptionist / Front Office Attendant Office Attendant Front office attendant provide services to guests on arrival and during their stay in hotel. This includes taking reservation, registration, check in, information services and check out.

Skills / competencesSkills / competencesReceptionist may perform the following tasks:

• Receive reservations for accommodation from guests

• Take guest details and allocate their rooms

• Talk to transport carriers to make travel

arrangements for guest and to find lost luggage

Skills / competences Skills / competences –– continued continued

• Inform the guest about the hotel facilities, policies

and procedures

• Attend enquiries and requests from guests

• Provide tourist information to guest

• Make reservation for sightseeing tours, restaurants

and live entertainment

• Track messages for guests

Skills / competences Skills / competences –– continued continued

• Calculate guest bills and issue receipts upon

payments

• Arrange accommodation for guest travelling to other

destination

• Perform cashier duties, cash traveller check and

exchange foreign currency

• Place guest possessions in a safe if requested

Skills / competences Skills / competences –– continued continued

• Arrange the cleaning of guest personal laundry, shoe

shining and room service deliveries

• Follow in house procedures to help ensure the

security of guest and employees

• Perform general secretarial duties, such as prepare

correspondence and attending to guest

communication

Performance requirementsPerformance requirements

• Enjoy working with people

• Friendly, helpful and patient

• Able to assist guest with a limited

understanding of English

• Good communication skills

• Able to record information accurately

Performance requirements Performance requirements

• Able to work as part of team

• Able to project a professional manner at all times

• Good interpersonal skills

• Flexible and resourceful

• Able to stay calm in difficult situations

SubSub--division of the occupation in specialtiesdivision of the occupation in specialties

• Front Office Agent

• Front Office Clerk

• Receptionist

• Reservation Agent

Regional Qualifications in the EuroRegional Qualifications in the Euro--MediterraneanMediterraneanSectoral qualifications Sectoral qualifications

Qualification MatrixQualification MatrixAmin Ardah, Industry Based Training Specialist

USAID/Jordan Tourism Development Project

Hospitality & Tourism Programs

VTCVTC 1 year program (6 months in the center, 6 monthsin the industry

1 year program (6 months in the center, 6 monthsin the industry

SchoolSchool 11th & 12th grade Hotel & Tourism Program 11th & 12th grade Hotel & Tourism Program

CollegesCollegesTwo years diploma in:Hotel Management orTourism Management

Two years diploma in:Hotel Management orTourism Management

Universities Universities

Four years degree in:Hotel Management Tourism Management Hotel & Tourism ManagementTourism & Archeology Tourism & Tour guiding

Four years degree in:Hotel Management Tourism Management Hotel & Tourism ManagementTourism & Archeology Tourism & Tour guiding

10th Grade 10th Grade

VTCVTCFundukia ProgramFundukia ProgramAcademic Stream Academic Stream

Tawjihi CertificateTawjihi Certificate

Diploma (Community College)2 years program

Diploma (Community College)2 years program

Bachelor Degree4 years

Bachelor Degree4 years

Industry Industry

Name of the DiplomaName of the Diploma

Waiter

Skilled Level Training Course Occupational licence

Front Office \ Receptionist

Diploma in Hotel Management

VTC Program Framework12 Month Basic Skills Programs

Vocational Training CenterVocational Training Center

Food Food ProductionProduction2 Months2 Months

Food Food ServiceService

2 Months2 Months

AccommodationAccommodation2 Months2 Months

Hospitality Skills & English for Tourism Hospitality Skills & English for Tourism

Hotel StreamHotel Stream

Food Service Food Service –– 2 months2 monthsFood Production Food Production –– 2 Months2 MonthsAccommodation Accommodation –– 2 Months2 Months

Restaurant StreamRestaurant Stream

Food Service Food Service –– 3 months3 monthsFood Production Food Production –– 3 Months3 Months

Accredited CompaniesAccredited Companies

FirstFirstSix MonthsSix MonthsIn CenterIn Center

Industry Industry PlacementPlacement

6 Months6 Months

Hotel Management Diploma Hotel Management Diploma

Comprehensive exam

Diploma Certificate

72 Credit Hours 72 Credit Hours

Profile of skills and competencesProfile of skills and competencesWaiter

Certificate

1.Hospitality Skills2.English For Tourism 3.Housekeeping4.Food Production5.Food and Beverage Service

Front Office \ ReceptionistDiploma

University Requirments 12 CH

1.English Language I2.Arabic Language3.Islamic Culture

4.Information Technology Skills

Profile of skills and competencesProfile of skills and competencesWaiter

Certificate

1.Hospitality Skills2.English For Tourism 3.Housekeeping4.Food Production5.Food and Beverage Service

Front Office \ ReceptionistDiploma

College Requirments 15 CH

5.Introduction to Hospitality Industry6.Introduction to Tourism

7.Principles of Tourism & Hotel HR8.Principles of Tourism & Hotel

Marketing9.Principles of Tourism & Hotel

Accounting

Profile of skills and competencesProfile of skills and competencesWaiter

Certificate

1.Hospitality Skills2.English For Tourism 3.Housekeeping4.Food Production5.Food and Beverage Service

Front Office \ ReceptionistDiploma

Speciality Requirments 45 CH

10.Restaurant & Banqueting Management

11.French Language12.Food & Beverage Service

13.Food Production 114.English Language For Hotels

15.Rooms Division16.Communication Skills in English

17.Front Office Management

Profile of skills and competencesProfile of skills and competencesWaiter

Certificate

1.Hospitality Skills2.English For Tourism 3.Housekeeping4.Food Production5.Food and Beverage Service

Front Office \ ReceptionistDiploma

Speciality Requirments 45 CH

18.English Language for Tourism19.French Language for Hotels

20.Computer Applications for Hotels21.Nutrition & Food Hygiene

22.Food Production 223.Internship

24.Graduation Project

Range of jobs accessible to the holder of the Range of jobs accessible to the holder of the classification classification

VTC Certificate

1. Waiter2. Assistant cook3. Room service attendant4. Housekeeping attendant

Hotel Management Diploma

1. Receptionist 2. Concierge

3. Telephone Operator4. Cashier

5. Restaurant Supervisor6. Cook

7. Purchasing Officer8. Storekeeper

9. Housekeeping Supervisor10.Laundry Attendant

11.Sales & Marketing Agent

Name of the body awarding the Name of the body awarding the certificatecertificate

Waiter

Vocational Training Corporation

(in the future will be on behalf of Accreditation and Quality

Assurance Center)

Front Office \ Receptionist

Ministry of Higher Education &

Scientific Research

• Ministry of Labour – Vocational Training Corporation Center of Excellence Steering Committee

• 35 Industry Partner - Major Investor

• Partner for Practical Training (PPT)

USAID/Jordan Tourism Development Project established

Program & Institution Accreditation-VTC

Management and operation procedures

Qualification framework

2. Standards and quality assurance 3. Training and materials

Occupational standards

Training standards

Quality assurance systems

Teaching methodology programs

Develop training materials

Train the Trainer Programs

Enhance training supports

1. Curriculum to international standards

New curriculum

Increase the output of trained labor for the tourism industry

Improve standards and build capacity Institutions

Program & Institution Accreditation -VTC

Programme & institution accreditationProgramme & institution accreditation––Colleges Colleges

Al Balqa Applied University & Higher Education Accreditation Commission accredit the colleges based on the following criteria:

– Study plan (course plan)– Faculty and support staff– Library to include (textbooks, periodical & encyclopaedia)– Laboratories and workshops– Equipments, tools and educational materials

New Accreditation System New Accreditation System USAID/Jordan Tourism Development Project developed a new accreditation system

1. Student Profile2. Courses & Awards3. Program Aims & Objectives4. Curriculum & Administration5. Teaching and Learning Approach6. Facilities & Resources7. Assessment & Exams8. Linkages & Progression9. Funding Options10. Benchmarks & Innovation11. Employment Profile & Industry Link

Programme & institution Programme & institution accreditationaccreditation––Colleges Colleges

Thank You