FOOD SERVICE COUNTER ATTENDANT (NOC 6641)

Transcription

1 FOOD SERVICE COUNTER ATTENDANT (NOC 6641) Job Definition 1 : Food service counter attendants prepare, heat and finish cooking simple food items and serve customers at food counters. They are employed in cafeterias, fast food outlets, restaurants, hotels, hospitals and other establishments. Overview: This Occupational Language Analysis (OLA) presents Canadian Language Benchmarks (CLB) competencies and typical listening, speaking, reading and writing tasks performed at a competent level by food service counter attendants. The tasks are illustrative only, and do not provide a complete sample of what a food service counter attendant does on the job. Other essential skills such as numeracy and computer skills are beyond the scope of the OLA. The OLA was validated by a panel of people employed in the occupation and by CLB experts. It was developed by CLB experts using three key resources: the Canadian Language Benchmarks 2000, Centre for Canadian Language Benchmarks and Citizenship and Immigration Canada the National Occupational Standards for Food Service Counter Attendant, Canadian Tourism Human Resource Council the Essential Skills Profile for Food Service Counter Attendant, Canadian Tourism and Human Resource Council For a more complete picture of the competencies that are needed to perform this occupation, refer to these source documents. How to Read this Occupational Language Analysis: The titles, numbers and sequence of categories are based on the Canadian Language Benchmarks 2000, which address four major skill areas: Speaking, Listening, Reading and Writing. CLB competencies (language descriptors) are entered at the left margin and followed by a number indicating the benchmark level (1 12) for each competency. Sample occupational tasks (work/task descriptors) drawn from the Essential Skills Profile or the National Occupational Standards are indented and italicized underneath each competency and referenced to their source, as follows: 1 Essential Skills Profile for Food Service Counter Attendant (NOC 6441), Canadian Tourism and Human Resource Council Centre for Canadian Language Benchmarks November OLA: Food Service Counter Attendant

2 Task Source Reference Example Essential Skills Profile National Occupational Standard ES + the first letters of the profile section NOS + the section/subsection (ES-DU) = Essential Skills Profile, Document Use section (NOS-B2.5) = National Occupational Standard, Major Category B, Skill 2; Subskill 5 Comparative Ratings: The following chart compares typical and most complex essential skills ratings for food service counter attendants, based on the Essential Skills Profile, to the corresponding range of CLB ratings, as suggested in the Canadian Language Benchmarks and Essential Skills Comparative Framework 2. These are general ranges and there may be some language tasks that fall outside of this range. Skill Area Typical Most Complex Essential Skills CLB Essential Skills CLB Speaking Listening Reading Writing Common Conditions of Communication: Condition Purpose Audience Context Topic Mode Description providing direct customer service; taking and serving food and beverage orders; selling customers one-on-one; co-workers environment is familiar but clientele and pace of work is dynamic; often noisy; pace varies with predictable peak periods; some contexts include drive-thru operations concrete; focusing on customer preferences, product offering and food preparation processes face-to-face (over the counter); radio (drive-thru); some orders by telephone 2 Canadian Language Benchmarks and Essential Skills Comparative Framework, Centre for Canadian Language Benchmarks, 2005 Centre for Canadian Language Benchmarks November OLA: Food Service Counter Attendant

3 Skill: Speaking I. Social Interaction Interpersonal Competencies Greet, introduce self and ask about the other person. (CLB 3) greet customers and ask them what they wish to order (ES-OC) acknowledge guests upon arrival: make eye contact and greet verbally (NOS-A2.3) greet customer; follow company policy; speak clearly with pleasant tone; use guest s name if known (NOS-E1.4) Extend, accept or decline an invitation or offer. (CLB 5) offer extra assistance, when situation requires: carry packages; open doors; make special deliveries (NOS-E2.6) Express/respond to apology, regrets and excuses. (CLB 6) apologize for error or inconvenience (e.g. accept responsibility for own mistakes, do not offer excuses, do not blame others) (NOS-E5.2) apologize discreetly to inconvenienced guests (NOS-E5.3) discreetly inform guest of situation (e.g. say I m sorry, but the credit card company will not authorize the charge. ) (NOS-F2.4) Respond to a minor conflict or complaint. (CLB 8) listen to and explain information, maintain normal speaking volume and manner in difficult situations; explain difficult situations without offending (NOS-A1.3) handle customer concerns; determine details of complaint or concern: ask questions to clarify; watch for non-verbal communications; be objective; empathize with guest (NOS-E5.1) resolve guest complaints or concerns; thank guest for bringing problem to your attention (NOS-E5.2) be calm, courteous and diplomatic; ask guest to refrain from undesirable behavior (e.g. smoking cigar, swearing) (NOS-E5.3) Comfort and reassure a person in distress. (CLB 8) assist ill or injured guests; provide assistance to guests to best of your ability; stay with victim until emergency personnel arrive (NOS-B2.4) Conversation Management Confirm own comprehension. (CLB 7) confirm understanding of guest s needs (NOS-A1.3) confirm understanding (e.g. repeat message in own words, ask questions to clarify) (NOS-A2.2) confirm order and cutlery required (NOS-E4.1) Phone Competencies Answer the phone briefly according to the situation. (CLB 5) answer promptly; clearly identify self and establishment (NOS-A2.4) return to people on hold: let them know that they have not been forgotten; end conversation by expressing appreciation for business received (NOS-A2.4) Take phone messages with three to five details. (CLB 6) repeat information received (e.g. order, address, telephone number) (NOS-A2.4) demonstrate effective telephone communications; take notes (NOS-A2.4) II. Instructions Give an extended set of sequentially presented simple clause instructions/directions on daily routine actions. (CLB 5) (when serving visually impaired guests) use clock positions as reference when giving direction (e.g. your glass is at 2 o clock ) (NOS-E4.5) Give a set of instructions dealing with simple daily actions and routines where the steps are not presented as a point-form sequence of single clauses. (CLB 6) direct visitor to other information services for additional information (e.g. tourism visitor information centre) (NOS-E6.4) Centre for Canadian Language Benchmarks November OLA: Food Service Counter Attendant

4 Give clear instructions and directions related to moderately complex familiar technical and non-technical tasks. (CLB 7) assign routine tasks to other workers (ES-WWO) III. Suasion (Getting Things Done) Advise someone of danger. (CLB 3) warn others of spill (NOS-B1.2) warn others of potential hazards (NOS-B1.3) Ask for, offer, and accept assistance. (CLB 3) ask for and offer help; thank others when they help you (NOS-A1.5) offer booster or high chair; if required, place out of traffic aisle; offer to place order immediately, if possible; offer extra napkins or a clean, damp cloth (NOS-E4.1) offer seating in well-lit, quiet area; offer senior menu, if available (NOS-E4.2) offer extra assistance, when situation requires: carry packages; open doors; make special deliveries (NOS-E2.6) recruit assistance for very heavy or awkward objects items (NOS-B1.4) Request, accept or reject goods or services, assistance or offer in a service or sales situation. (CLB 4) interact with suppliers and delivery personnel to place orders or to receive shipped products (ES-OC) Call for emergency assistance. (CLB 5) call emergency personnel; identify nature of emergency; give address twice; provide any other information requested, if possible (NOS-B1.6) assist ill or injured guests; enlist help from guest s family or friends (NOS-B2.4) Make a simple formal suggestion; provide reason. (CLB 6) make suggestions on improving work process (ES-WWO) offer alternative information sources if enquiry can not be dealt with (NOS-A2.5) offer samples; offer existing products to new customers (NOS-E2.5) use suggestive sell (e.g. would you like to try a piece of chocolate cake ; suggest add-ons (e.g. would you like cheese on your burger ); explain upgrades (e.g. for an extra $1.00 you can get a Caesar salad ); identify best value (e.g. this combo will save money or this promotion offer will save you money ) (NOS-E3.3) Make a simple prediction of consequences. (CLB 6) recommend company that can provide service if yours cannot (NOS-A1.3) Make a verbal request for an item. (CLB 6) place verbal/written order NOS-D3.1) Give and respond to a warning; discourage others. (CLB 7) encourage a positive attitude in others (e.g. discourage negative gossip and back-stabbing) (NOS-A1.2) if directed to evacuate building: inform guests of nearest exit; remove guest in immediate danger; direct flow of traffic (NOS- B1.6) ask adults to keep children at table for their own safety if children are in traffic area or are disturbing other guests (NOS-E4.1) Request a word. Ask for and respond to recommendations or advice. (CLB 7) accept and provide constructive feedback (NOS-A1.5) be open minded (e.g. be receptive to new ideas change and constructive feedback) (NOS-A1.6) Make an extended suggestion on how to solve an immediate problem or make an improvement. (CLB 7) discuss schedules and quality concerns with managers (ES-OC) Indicate problems and solutions in a familiar area. (CLB 8) decide whether to add more food to a customer s plate if the customer complains about the portion size (ES-TS) give a refund to a dissatisfied customer (ES-TS) resolve problem; suggest possible alternatives or other possible solutions; seek guest s approval of alternatives or other possible solutions; take action (NOS-E5.2) Propose/recommend that certain changes be made in a familiar area. (CLB 8) make hiring recommendations (ES-WWO) provide feedback to the company if you have noticed areas for possible improvement (NOS-A1.6) Centre for Canadian Language Benchmarks November OLA: Food Service Counter Attendant

5 IV. Information Presentations Describe and compare people, places etc. (CLB 6) describe products and services offered by company (NOS-A1.3) describe the daily specials; answer questions on pricing; communicate portion size (NOS-E2.2) describe main features of: current and upcoming events and attractions; local products and services (NOS-E6.4) Describe, compare and contrast in detail two events, jobs or procedures. (CLB 7) promote local products and services, events and attractions (NOS-E6.4) Describe a moderately complex process. (CLB 7) interact with co-workers to instruct, instill understanding, knowledge (ES-OC) orient new employees (ES-WWO) Give a demonstration, briefing, oral report or position paper. Argue a point. (CLB 9) inform other workers or demonstrate to them how tasks are performed (ES-WWO) Interaction One-on-One Ask for and provide detailed information related to personal needs, varied daily activities and routine work requirements. (CLB 7) interact with suppliers and delivery personnel to place orders or to receive shipped products (ES-OC) interact with: customers/clients/public or with supervisor/manager, suppliers, servicers and co-workers to provide/receive information, explanation, direction; to seek, obtain information (ES-OC) consult supervisor and other staff to keep up-to-date on activities and special promotions (NOS-A1.7) Ask for and/or provide detailed information related to personal needs, varied daily activities and routine work requirements. (CLB 8) discuss schedules and quality concerns with managers (ES-OC) share knowledge and skills with co-workers (NOS-A1.6) handle enquiries; provide information if possible; if not possible ask supervisor for assistance (NOS-A2.5) report potential hazards to supervisor (e.g. wobbly chairs and tables, splintered or rough surfaces, torn carpet or loose floor tiles, inadequate or burned out lighting, faulty equipment) (NOS- B1.2) determine customer needs; ask probing/leading questions; follow company procedure (NOS-E2.1) answer questions on: product contents (e.g. ingredients); product preparation; product history (e.g. story behind product); shelf life (e.g. salads are prepared fresh daily) (NOS-E2.3) for foreign currency: verify exchange rate with supervisor; inform guests of exchange rate (NOS-F2.2) Discuss options. (CLB 8) handle enquiries; suggest alternative options as required (NOS-A2.5) identify food options (NOS-E2.2) Provide, obtain and discuss detailed complex information and opinions with individuals in order to coordinate teamwork assignments/tasks. (CLB 9) talk to co-workers daily to co-ordinate their activities (ES-OC) interact with supervisor/manager to co-ordinate work with that of others; to discuss/exchange information, opinions (ES-OC) Interaction in a Group Participate in a small group discussion/meeting: express opinions and feelings; qualify opinion, express reservations, approval and disapproval. (CLB 7) participate in formal discussions about work process or product improvement (ES-WWO) participate in staff meeting (e.g. share knowledge, suggest alternative actions to complaints) (NOS-A1.5) participate in staff meetings (e.g. provide input), in-house training sessions (NOS-A1.6) Centre for Canadian Language Benchmarks November OLA: Food Service Counter Attendant

6 I. Social Interaction Skill: Listening Identify mood/attitude of participants. (CLB 6) listen carefully to other party and try to sense their mood (NOS-A2.4) II. Instructions Understand sets of instructions related to simple technical and non-technical tasks. (CLB 7) follow company procedures for taking counter customer orders and drive-thru customer orders (NOS-D3.1) Understand simple directions on the phone. (CLB 7) repeat information received (e.g. order, address, telephone number) (NOS-A2.4) follow company procedures for taking telephone orders (NOS-D3.1) access tourism information: contact agencies (e.g. provincial/territorial tourism body, tourism/visitor information centre, local chamber of commerce) (NOS-E6.4) use toll-free information (NOS-E6.4) III. Suasion (Getting Things Done) Demonstrate comprehension of details and speaker s purpose in suggestions, advice, encouragements and requests. (CLB 6) listen carefully when taking customer orders in order to be sensitive to nuances in customer preferences (ES-OC) follow up as requested or promised (NOS-A1.4) Demonstrate comprehension of details and speaker s purpose in directive requests, reminders, orders and pleas. (CLB 7) give full attention to guests and maintain eye contact; listen to guest s questions and comments, especially regarding dietary needs, time constraints, special occasions, business meetings (NOS-A1.3) show interest in what is being said: lean forward slightly, do not interrupt, acknowledge with nod or smile (NOS-A2.2) handle enquiries; establish purpose of enquiry; take accurate messages if necessary (NOS-A2.5) determine details of complaint or concern; ask questions to clarify; watch for non-verbal communications (NOS-E5.1) co-operate with supervisor and emergency personnel (NOS-B1.6) Evaluate the validity of a suggestion or proposed solution. (CLB 8) participate in formal discussions about work process or product improvement (ES-WWO) IV. Information Demonstrate comprehension of mostly factual details and some inferred meanings in an extended description, report or narration when events (or stages) are reported out of sequence. (CLB 7) participate in cross-training (NOS-A1.5) participate in staff meetings (NOS-A1.6) use available resources, for example: calendars of events, media such as radio, presentations, videos (NOS-E6.4) Identify main idea (which is not explicitly stated) organization and specific details in extended oral presentations. (CLB 8) participate in in-house training sessions (NOS-A1.6) participate in skills development programs (e.g. standards and certifications) and industry related workshops, seminars and conferences (NOS-A1.6) Centre for Canadian Language Benchmarks November OLA: Food Service Counter Attendant

7 I. Social Interaction Texts Skill: Reading No communication tasks for this category were found in the source documents. These tasks may, in fact, exist for this occupation and will require individual assessment in each work context. II. Instructions Follow one- to six-step common everyday instructions and instructional texts. (CLB 4) read recipe cards, such as those for special coffees (ES-DU) Understand/follow moderately complex everyday texts. (CLB 5) prepare food according to recipe (NOS-D3.5) Follow a set of common everyday instructions (up to 10 steps) when not presented completely in point form: sequence/order must be inferred. (CLB 6) read the company s general operating procedures (ES-RT) read instructions for food preparation and guidelines for customer service (ES-RT) review recipes (NOS-C1.3) Follow a set of written instructions on 10- to 13- step everyday procedures related to simple technical and non-technical tasks. (CLB 7) obtain and review company inventory procedures (NOS-C2.2) follow company receiving procedures: invoicing or requisition system; check to ensure proper quantities have been received; check to ensure quality (NOS-C2.2) follow company storage procedures (NOS-C2.2) Follow everyday instructional texts. (CLB 7) follow company-specific closing checklists (NOS-D1.3) Follow an extended set of multi-step instructions for established process. (CLB 8) follow manufacturers instructions (NOS-B1.2) (read) procedures to follow in event of emergency (NOS-B1.5) for automated (credit/debit payment)system: follow manufacturers instructions (NOS-F2.4) follow company guidelines (e.g. telephone authorization center, proceed with transaction if purchase is under floor limit) (NOS- F2.4) Follow coherent extended instructional directions. (CLB 8) refer to operating manuals for equipment, such as ice-cream machines, espresso makers and hotdog steamers (ES-RT) Follow formal instructions of advisory, instructional texts, and instructions for a familiar process/procedure that require integration of several pieces of information. (CLB 9) may consult manuals to find information on machine malfunctions (ES-TS) refer to employee handbook to determine: policies and procedures (e.g. dress code, staff conduct, procedures for walkouts, emergency procedures); background information (e.g. date established, names of owners and management, address, telephone and facsimile numbers, other locations); hours of operation; layout of facility, (e.g. exits, washrooms, coat check, supply room, smoking areas, licensed areas) (NOS-A1.7) (read and) follow handling, storage and disposal guidelines for chemical and cleaning products (NOS-B3.4) III. Business/Service Texts Find information in formatted texts: forms, tables, schedules, directories. (CLB 3) read signs, labels or lists (ES-DU) process traveller s cheques; ensure countersigned signature matches original (e.g. ask for identification, if necessary); ensure cheque is dated (NOS-F2.3) process credit/debit card payments; ensure: card is current (e.g. valid expiry date); check name on card; signature is on card (NOS-F2.4) Centre for Canadian Language Benchmarks November OLA: Food Service Counter Attendant

8 Find information in formatted texts: forms, tables, schedules, directories. (CLB 4) refer to weekly schedules and shift information (ES-DU) read signs and food labels (ES-DU) may read a tax table attached to the cash register (ES-DU) read tables, schedules or other table-like text (ES-DU) look up the number of suppliers in the phone book (ES-TS) find information on menus and recipe sheets (ES-TS) (read) duties list and cleaning schedule (NOS-B2.3) Get information from short business brochures, notices, form letters and flyers. (CLB 4) read notes, letters, memos to scan for specific information, skim for overall meaning or read the full text to understand (ES-RT) read daily memos from managers to determine what foods to prepare in advance (ES-RT) read notices and information boards (NOS-A1.7) check logbook or notice board for any new items (e.g. equipment or repair) (NOS-D1.1) Identify factual details and some inferred meanings in moderately complex business/service texts, including formatted texts. (CLB 5) read notes from co-workers concerning supply needs (ES-RT) read inventory tally sheets, time sheets and waste report forms (ES-DU) may refer to tables to find information on food products, such as fibre content or the number of calories (ES-TS) Find two or three pieces of information in moderately complex formatted texts. (CLB 6) read tables with information on food preparation or food spoilage (ES-DU) read completed forms containing check boxes, numerical entries, phrases, addresses, sentences or texts of a paragraph or more (ES-DU) Locate three or four pieces of information in moderately complex formatted texts. (CLB 7) (read and follow) WHMIS labeling system which identifies (e.g. name of product, name and location of supplier, hazards associated with product, first aid procedures, reference to MSDS for further information) (NOS-B3.4) Identify factual and inferred meanings in written proposed solutions, recommendations and proposals; and in statements of rules, regulations, laws and norms of behaviour. (CLB 8) follow WHMIS guidelines and manufacturers directions for use and disposal of chemicals and cleaning products (NOS-B1.2) comply with federal legislation and regulations: review/keep up-to-date with changes (NOS-B3.1) comply with provincial/territorial legislation and regulations; review legislation/keep up-to-date with changes (NOS-B3.2) comply with municipal legislation and regulations; review/keep up-to-date with changes (NOS-B3.3) locate MSDS forms; familiarize yourself with information provided (NOS-B3.4) review company policies and procedures; keep up-to-date with changes (NOS-B3.5) IV. Informational Texts Demonstrate comprehension of standard maps, basic diagrams, basic graphs. (CLB 5) obtain information from sketches, pictures or icons (ES-DU) use available resources, for example: maps and charts (NOS-E6.4) Demonstrate comprehension of a one- or two-page moderately complex extended description, report or narration on a familiar topic. (CLB 7) keep up-to-date with changes or trends in industry (e.g. read news letters and company memos) (NOS-A1.6) Demonstrate comprehension of moderately complex tables, graphs, diagrams, and flow charts. (CLB 7) read assembly drawings (ES-DU) Centre for Canadian Language Benchmarks November OLA: Food Service Counter Attendant

9 I. Social Interaction Skill: Writing No communication tasks for this category were found in the source documents. These tasks may, in fact, exist for this occupation and will require individual assessment in each work context. II. Recording/Reproducing Information Copy short texts to record information for personal use, or to complete tasks, or to learn information. (CLB 4) label and date all products received (NOS-C2.2) label food: put on date (e.g. expiry date or production date); put on price, when required; put on allergy alert, when required (NOS-C3.4) Take live phone messages, voice mail messages or pre-recorded information with five to seven details. (CLB 5) demonstrate effective telephone communications; take notes (NOS-A2.4) III. Business/Service Messages Fill out simple forms. (CLB 4) complete daily and hourly cash flow sheets (ES-DU) use p.o.s. (point of sale)system: input information (e.g. server number, guest check number, number of guests; key in order and special instructions, using modifiers); verify that information is correct; correct errors (NOS-F1.1) record and total non-cash sales; prepare deposit; list number of bills in each denomination and amount of coin (NOS-F1.4) fill in charge slip with (e.g. date, guest check number, amount of guest check, authorization number, own initials) (NOS-F2.4) Convey business messages as written notes. (CLB 6) may write reminder notes of what to bring from the supply area (ES-W) write the day s menu on the menu board (ES-W) may write brief explanations of changes to receipts (ES-W) label malfunctioning equipment immediately to warn others (NOS-B1.2) document details of emergency (NOS-B1.6) assist ill or injured guests; document details of incident (NOS-B2.4) Fill out moderately complex forms. (CLB 6) complete forms by marking check boxes, recording numerical information or entering words, phrases, sentences, or texts of a paragraph or more (ES-DU) enter information on tables, schedules or other table-like text (ES-DU) make entries on cash flow sheets (ES-N) complete necessary forms: food wastage sheets; production sheets (NOS-C2.3) Convey business messages as written notes to pass on routine information, make requests, or respond to recommendations and warnings. (CLB 7) handle enquiries; take accurate messages if necessary (e.g. date, time, correct information) (NOS-A2.5) IV. Presenting Information and Ideas Write a short text about a personal or familiar situation, event, personal experience, future plans. Explain reasons. (CLB 4) write texts requiring less than one paragraph of new text to organize/to remember; to keep a record/to document or to inform/ request information (ES-W) Write a paragraph to relate/narrate a sequence of events; to describe a person, object, scene, picture, procedure or routine; or to explain reasons. (CLB 5) may complete brief incident reports (ES-W) write texts rarely requiring more than one paragraph to inform/to request information (ES-W) Centre for Canadian Language Benchmarks November OLA: Food Service Counter Attendant

10 For more information about: Canadian Language Benchmarks or Occupational Language Analyses Contact: Centre for Canadian Language Benchmarks, Elgin Street, Ottawa, ON K2G 6Z2 Ph. (613) Fax: (613) National Occupational Standards for Tourism Canadian Tourism Human Resource Council, 151, Slater Street, Suite 608 Ottawa, ON K1P 5H3 Tel: (613) Fax: (613) Essential Skills Profiles Human Resources and Skills Development Canada, Skills Information Division Human Resources Partnerships 112 Kent Street, Tower B, 21st floor Ottawa, Ontario K1A 0J9 Centre for Canadian Language Benchmarks November OLA: Food Service Counter Attendant