Table of contents tourism sector bread and pastry production nc II



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COMMON COMPETENCIES




UNIT OF COMPETENCY: PERFORM WORKPLACE AND SAFETY
PRACTICES


UNIT CODE : TRS311204
UNIT DESCRIPTOR : This unit of competency deals with the knowledge, skills and attitudes in following health, safety and security practices. It includes dealing with emergency situations and maintaining safe personal presentation standards.


ELEMENT

PERFORMANCE CRITERIA

Italicized items are elaborated on the

Range of Variables



1. Follow workplace procedures for health, safety and security practices

1.1 Correct health, safety and security procedures are followed in line with legislation, regulations and enterprise procedures

1.2 Breaches of health, safety and security procedures are identified and reported in line with enterprise procedure

1.3 Suspicious behavior or unusual occurrence are reported in line with enterprise procedure


2. Deal with emergency situations

2.1 Emergency and potential emergency situations are recognized and appropriate action are taken within individual’s scope of responsibility

2.2 Emergency procedures are followed in line with enterprise procedures

2.3 Assistance is sought from colleagues to resolve or respond to emergency situations

2.4 Details of emergency situations are reported in line with enterprise procedures




3. Maintain safe personal presentation standards

3.1 Safe personal standards are identified and followed in line with enterprise requirements




RANGE OF VARIABLES




VARIABLE

RANGE

1. Health, safety and security procedures

May include but are not limited to :

1.1 use of personal protective clothing and equipment

1.2 safe posture including sitting, standing, bending

1.3 manual handling including lifting, transferring

1.4 safe work techniques including knives and equipment, handling hot surfaces, computers and electronic equipment

1.5 safe handling of chemicals, poisons and dangerous materials

1.6 ergonomically sound furniture and work stations

1.7 emergency fire and accident

1.8 hazard identification and control

1.9 security of documents, cash, equipment, people

1.10 key control systems


2. Breaches of procedure

May include but are not limited to :

2.1 loss of keys

2.2 strange or suspicious persons

2.3 broken or malfunctioning equipment

2.4 loss of property, goods or materials

2.5 damaged property or fittings

2.6 lack of suitable signage when required

2.7 lack of training on health and safety issues

2.8 unsafe work practices


3. Emergency

May include but is not limited to :

3.1 personal injuries

3.2 fire

3.3 electrocution

3.4 natural calamity i.e. earthquake/flood

3.5 criminal acts i.e. robbery


EVIDENCE GUIDE



1. Critical aspects of Competency

Assessment requires evidence that the candidate :

1.1 Complied with industry practices and procedures

1.2 Used interactive communication with others

1.3 Complied with workplace safety, security and hygiene practices

1.4 Identified faults & problems and the necessary corrective action

1.5 Promoted public relation among others

1.6 Complied with quality standards

1.7 Responded to emergency situations in line with enterprise guidelines

1.8 Complied with proper dress code


2. Underpinning Knowledge and Attitude

2.1 Communication

2.1.1 Interactive communication with others

2.1.2 Interpersonal skills

2.1.3 Good working attitude

2.1.4 Ability to work quietly; with cooperation; patience, carefulness, cleanliness and aesthetic values

2.1.5 Ability to focus on task at hand

2.2 Systems, Processes and Operations

2.2.1 Workplace health, safety and security procedures

2.2.2 Emergency procedures

2.2.3 Personal presentation


2.3 Safety Practices

2.3.1 Proper disposal of garbage

2.3.2 Practice safety measures

2. 3.3 5S Implementation



3. Underpinning Skills

3.1 Ability to make decision

3.2 Time management

3.4 Ability to offer alternative steps

3.5 Care in handling and operating equipment



4. Resource Implications

4.1 Procedures Manual on safety, security, health and emergency

4.2 Availability of tools, equipment, supplies and materials



5. Methods of Assessment

5.1 Written examination

5.2 Practical demonstration

5.3 Interview


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 TESDA's accredited assessment center




UNIT OF COMPETENCY: PROVIDE EFFECTIVE CUSTOMER SERVICE
UNIT CODE : TRS311205
UNIT DESCRIPTOR : This unit of competency deals with the knowledge, skills and attitudes in providing effective customer service. It includes greeting customer, identifying customer needs, delivering service to customer, handling queries through telephone, fax machine, internet and email and handling complaints, evaluation and recommendation.


ELEMENT

PERFORMANCE CRITERIA

Italicized items are elaborated in the

Range of Variables



1. Greet customer

1.1 Guests are greeted in line with enterprise procedure

1.2 Verbal and non-verbal communications are appropriate to the given situation

1.3 Non verbal communication of customer is observed responding to customer

1.4 Sensitivity to cultural and social differences is demonstrated



2. Identify customer needs

2.1 Appropriate interpersonal skills are used to ensure that customer needs are accurately identified

2.2 Customer needs are assessed for urgency so that priority for service delivery can be identified

2.3 Customers are provided with information

2.4 Personal limitation in addressing customer needs is identified and where appropriate, assistance is sought from supervisor



3. Deliver service to customer

3.1 Customer needs are promptly attended to in line with enterprise procedure

3.2 Appropriate rapport is maintained with customer to enable high quality service delivery

3.3 Opportunity to enhance the quality of service and products are taken wherever possible


4. Handle queries through telephone, fax machine, internet and email

4.1 Use telephone, computer, fax machine, internet efficiently to determine customer requirements

4.2 Queries/ information are recorded in line with enterprise procedure

4.3 Queries are acted upon promptly and correctly in line with enterprise procedure


5. Handle complaints, evaluation and recommendations

5.1 Guests are greeted with a smile and eye-to-eye contact

5.2 Responsibility for resolving the complaint is taken within limit of responsibility

5.3 Nature and details of complaint are established and agreed with the customer

5..4 Appropriate action is taken to resolve the complaint to the customers satisfaction wherever possible



RANGE OF VARIABLES




VARIABLE

RANGE

1. Non-verbal communication

1.1 body language

1.2 dress and accessories

1.3 gestures and mannerisms

1.4 voice tonality and volume

1.5 use of space

1.6 culturally specific communication customs and practices



2. Cultural and social differences

Includes but are not limited to :

2.1 modes of greeting, farewelling and conversation

2.2 body language/ use of body gestures

2.3 formality of language



3. Interpersonal skills

3.1 interactive communication

3.2 public relation

3.3 good working attitude

3.4 sincerity

3.5 pleasant disposition

3.6 effective communication skills



4. Customer needs

Customer with specific needs may include :

4.1 those with a disability

4.2 those with special cultural or language needs

4.3 unaccompanied children

4.4 parents with young children

4.5 pregnant women

4.6 single women


5. Enterprise procedure

Protocol and enterprise procedures may include :

5.1 modes of greeting and farewell

5.2 addressing the person by name

5.3 time-lapse before a response

5.4 style manual requirements

5.5 standard letters and proforma




EVIDENCE GUIDE

1. Critical aspects of Competency


Assessment requires evidence that the candidate :

1.1 Complied with industry practices and procedures

1.2 Used interactive communication with others

1.3 Complied with occupational, health and safety practices

1.4 Promoted public relation among others

1.5 Complied with service manual standards

1.6 Demonstrated familiarity with company facilities, products and services

1.7 Applied company rules and standards

1.8 Applied telephone ethics

1.9 Applied correct procedure in using telephone, fax machine, internet

1.10 Handled customer complaints


2. Underpinning Knowledge and Attitude

2.1 Communication

2.1.1 Interactive communication with others

2.1.2 Interpersonal skills/ social graces with sincerity

2.2 Safety Practices

2.2.1 Safe work practices

2.2.2 Personal hygiene

2.3 Attitude

2.3.1 Attentive, patient and cordial

2.3.2 Eye-to-eye contact

2.3.3 Maintain teamwork and cooperation

2.4 Theory

2.4.1 Selling/upselling techniques

2.4.2 Interview techniques

2.4.3 Conflict resolution

2.4.4 Communication process

2.4.5 Communication barriers



3. Underpinning Skills

3.1 Effective communication skills

3.2 Non-verbal communication - body language

3.3 Good time management

3.4 Ability to work calmly and unobtrusively effectively

3.5 Ability to handle telephone inquiries and

conversations

3.6 Correct procedure in handling telephone inquiries

3.7 Proper way of handling complaints



4. Resource Implications

4.1 Availability of telephone, fax machine, internet, etc.

4.2 Availability of data on projects and services; tariff and rates, promotional activities in place etc.

4.3 Availability of office supplies


5. Methods of Assessment

5.1 Written examination

5.2 Practical demonstration



6. Context for Assessment

6.1 Assessment may be done in the workplace or in a simulated workplace setting (assessment centers)

    1. Assessment activities are carried out through TESDA's accredited assessment center





UNIT OF COMPETENCY : OBSERVE WORKPLACE HYGIENE
PROCEDURES


UNIT CODE : TRS311202
UNIT DESCRIPTOR : This unit of competency deals with the knowledge, skills and attitudes in observing workplace hygiene procedures. It includes following hygiene procedures and identifying and preventing hygiene risks.



ELEMENT

PERFORMANCE CRITERIA

Italicized items are elaborated in the

Range of Variables



1. Follow hygiene procedures

1.1 Workplace hygiene procedures are implemented in line with enterprise and legal requirements

1.2 Handling and storage of items are undertaken in line with enterprise and legal requirements



2. Identify and prevent hygiene risks

2.1 Potential hygiene risks are identified in line with enterprise procedures

2.2 Action to minimize and remove risks are taken within scope of individual responsibility of enterprise/legal requirements

2.3 Hygiene risks beyond the control of individual staff members are reported to the appropriate person for follow up

RANGE OF VARIABLES




VARIABLE

RANGE

1. Hygiene procedures

Hygiene procedures may include :

1.1 safe and hygienic handling of food and beverage

1.2 regular hand washing

1.3 correct food storage

1.4 appropriate and clean clothing

1.5 avoidance of cross-contamination

1.6 safe handling disposal of linen and laundry

1.7 appropriate handling and disposal of garbage

1.8 cleaning and sanitizing procedures

1.9 personal hygiene




2. Hygiene risk

2.1 bacterial and other contamination arising from poor handling of food

2.2 inappropriate storage of foods

2.3 storage at incorrect temperatures

2.4 foods left uncovered

2.5 poor personal hygiene practices

2.6 poor work practices

2.6.1 cleaning

2.6.2 housekeeping

2.6.3 food handling

2.6.4 vermin

2.6.5 airborne dust

2.7 cross-contamination through cleaning inappropriate cleaning practices

2.8 inappropriate handling of potentially infectious linen

2.9 contaminated wastes such as blood and body secretions

2.10 disposal of garbage and contaminated or potentially contaminated wastes


3. Minimizing or removing risk

3.1 auditing staff skills and providing training

3.2 ensuring policies and procedures are followed strictly

3.3 audits or incidents with follow up actions



EVIDENCE GUIDE

1. Critical aspects of Competency

Assessment required evidence that the candidate :

1.1 Followed hygiene procedures

1.2 Identified and responded to hygiene risk

1.3 Practiced personal grooming and hygiene



2. Underpinning Knowledge

2.1 Typical hygiene and control procedures in the hospitality and tourism industries

2.2 Overview of legislation and regulation in relation to food handling, personal and general hygiene

2.3 Knowledge on factors which contribute to workplace hygiene problems

2.4 General hazards in handling of food, linen and laundry and garbage, including major causes of contamination and cross-infection

2.5 Sources of and reasons for food poisoning


3. Underpinning Skills

3.1 Ability to follow correct procedures and instructions

3.2 Ability to handle operating tools/ equipment

3.3 Application to hygiene principles


4. Resource Implications

4.1 Hygiene procedures, actual or simulated workplace, products used in hotel/restaurant /tourism workplace


5. Methods of Assessment

5.1 Written examination

5.2 Practical demonstration




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 TESDA's accredited assessment center





UNIT OF COMPETENCY : DEVELOP AND UPDATE INDUSTRY KNOWLEDGE
UNIT CODE : TRS311201
UNIT DESCRIPTOR : This unit of competency deals with the knowledge, skills and attitude required to access, increase and update industry knowledge. It includes seek information on the industry and update industry knowledge



ELEMENT

PERFORMANCE CRITERIA

Italicized items are elaborated in the

Range of Variables



1. Seek information on the industry

1.1 Sources of information on the industry are correctly identified and accessed

1.2 Information to assist effective work performance is obtained in line with job requirements

1.3 Specific information on sector of work is accessed and updated

1.4 Industry information is correctly applied to day-to-day work activities



2. Update industry knowledge

2.1 Informal and/or formal research is used to update general knowledge of the industry

2.2 Updated knowledge is shared with customers and colleagues as appropriate and incorporated into day-to-day working activities


RANGE OF VARIABLES




VARIABLE

RANGE

1. Information sources

May include but are not limited to :

1.1 media

1.2 reference books

1.3 libraries

1.4 unions

1.5 industry associations

1.6 industry journals

1.7 internet

1.8 personal observation and experience


2. Information to assist effective work performance

2.1 different sectors of the industry and the services available in each sector

2.2 relationship between tourism and hospitality

2.3 relationship between the industry and other industries

2.4 industry working conditions

2.5 legislation that affects the industry

2.5.1 liquor

2.5.2 health and safety

2.5.3 hygiene

2.5.4 gaming

2.5.5 workers compensation

2.5.6 consumer protection

2.5.7 duty of care

2.5.8 building regulations

2.6 trade unions

environmental issues and requirements

2.7 industrial relations issues and major organizations

2.8 career opportunities within the industry

2.9 work ethic required to work in the industry and industry expectations of staff

2.10 quality assurance


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