SKILLS FRAMEWORK SKILL STANDARD BUSINESS MANAGEMENT

Transcription

1 SKILL STANDARD BUSINESS MANAGEMENT Occupation: Outlet Manager (Restaurant Manager / Store Manager / Bar Manager / Banquet Manager / Room Service Manager) Occupation Description: The Outlet Manager (Restaurant Manager/Store Manager/Bar Manager/Banquet Manager/Room Service Manager) bears the overall responsibility for the profitability of the chain restaurant outlet. He/She performs outlet-level support functions, such as, customer service, scheduling, handling day-to-day operations, cashiering, closing of the till, ordering inventory, and back office support. He oversees the recruitment, training and motivation of staff, maintains quality control, hygiene, and health and safety standards in the dining area. This includes managing inventories and interacting with customers, wait staff and support employees to maximise revenue generation and consistently enhancing the customer experience. He needs to be a diligent, dedicated, and enthusiastic possess exceptional interpersonal skills, and be someone who is able to maintain composure in stressful situations. The skills expected of the Outlet Manager (Restaurant Manager / Store Manager / Bar Manager / Banquet Manager / Room Service Manager) are summarised as below: Important Points to Note about this Document This document is intended purely to provide general information to enable individuals, employers and training providers to be informed about the skills for career, training and education purposes. SSG provides no warranty whatsoever about the contents of this document, and does not warrant that the courses of action mentioned in this document will secure employment, promotion, or monetary benefits. Copyright 2017 SkillsFuture Singapore Agency. All rights reserved. Version 1.1.

2 SKILL STANDARD BUSINESS MANAGEMENT Skill Category Skill Analytical, Conceptual and Evaluative 1. Apply Systems Thinking in Problem-Solving and Decision- Making Business Continuity Management 2. Manage and Implement Business Continuity Plans 3. Manage Crisis Situations Business Negotiation 4. Participate in Dispute Resolution 5. Participate in Negotiations Change Management 6. Lead Team to Implement Change Communications 7. Identify and Establish Internal and External Stakeholder Relationships Customer Experience 8. Managing the Customer Experience 9. Maintain Service Quality and Professional Etiquette Finance 10. Monitor Income and Expenses Food and Beverage Production 11. Manage Cost and Quality Controls 12. Manage Food and Beverage Operations Copyright 2017 SkillsFuture Singapore Agency. All rights reserved. Version

3 SKILL STANDARD BUSINESS MANAGEMENT Food and Beverage Service 13. Manage Customer Service Information and Results 14. Analyse Service Quality and Customer Satisfaction Innovation 15. Contribute to Innovation Process within Own Scope of Work in the Business Unit 16. Foster Service Innovation Leadership 17. Lead with Service Vision People and Relationship Management 18. Manage Cross Functional and Culturally Diverse Teams 19. Optimise Workforce for Service Excellence People Development 20. Conduct Staff Performance Assessment Process 21. Develop and Motivate Team Members through Capability Development 22. Manage Training Personal Management and Development 23. Develop Self to Maintain Professional Competence at Managerial Level Planning and Implementation 24. Administer Purchasing and Receiving Procedures 25. Implement Loss/Risk Prevention 26. Provide Information for Management Decision Making Copyright 2017 SkillsFuture Singapore Agency. All rights reserved. Version

4 SKILL STANDARD BUSINESS MANAGEMENT Project Management 27. Implement Project Administration Processes Risk Management 28. Facilitate Compliance with Legislative and Regulatory Requirements 29. Manage Compliance with Food and Beverage Hygiene Policies and Procedures Site/Outlet and Equipment Management 30. Manage Site/Outlet and Equipment Maintenance Copyright 2017 SkillsFuture Singapore Agency. All rights reserved. Version

5 SKILL STANDARD BUSINESS MANAGEMENT Skill Code ES-ACE-501G-1 Skill Category Analytical, Conceptual and Evaluative Skill Sub-Category N/A Skill Apply Systems Thinking in Problem Solving and Decision Making Skill Description This skill describes the ability to apply systems thinking to assess organisational issues. It also includes formulating and implementing solutions to address issues typically encountered by one assuming a managerial role. Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to and activities. The ability to understand: Definitions of systems thinking Benefits of systems thinking Organisation from a systems perspective Situations that can affect the achievement of desired goals and outcomes Comparison of the various system thinking tools and their application Comparison of the various systems thinking approaches and their application to problem-solving Characteristics and application of the decision-making models Limitations of appropriate evaluation process to assess effectiveness of chosen solutions Possible success indicators of chosen solutions Application and Adaptation and activities required of the occupation, and the ability to react to and manage the changes at work. Analyse issues that affect the achievement of desired goals and outcomes in the macro context Apply systems thinking approaches and processes to identify the root causes of non-achievement of desired goals and outcomes and the homeostasis of the organisation Develop an implementation plan for the chosen solutions to resolve issues that affect the achievement of desired goals and outcomes in an organisation Assess the effectiveness of the chosen solutions using an appropriate evaluation process Copyright 2017 SkillsFuture Singapore Agency. All rights reserved. Version

6 SKILL STANDARD BUSINESS MANAGEMENT Innovation and Value Creation generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Use systems thinking tools to formulate possible solutions to resolve issues that affect the achievement of desired goals and outcomes Select suitable solutions using established criteria to resolve issues that affect the achievement of desired goals and outcomes Recommend corrective actions to improve chosen solutions Social Intelligence and Ethics use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Document the process of applying systems thinking in problem-solving and decision-making according to organisational guidelines and appropriate methods Learning to Learn develop and improve one s self within and outside of one s area of work. Engage in self-reflection to view problems from a holistic manner taking into account overall structures, patterns and cycles Range of Application It refers to the critical circumstances and contexts that the skill may be demonstrated. Definitions of systems thinking must include: A way of helping a person to view systems from a holistic perspective that includes seeing overall structures, patterns and cycles in systems, rather than seeing only isolated events in the system A way to identify the root causes of issues in organisations and to address them A way of understanding that emphasises the relationships among a system's parts, rather than the parts themselves Systems thinking approaches and their application to problem-solving must include: Soft Systems Methodology (SSM) which includes: o Identification of outputs, attributes, criteria, measurements scales and models Copyright 2017 SkillsFuture Singapore Agency. All rights reserved. Version

7 SKILL STANDARD BUSINESS MANAGEMENT o Search for and generate different alternatives o Designing interventions to various components o Confirming system with relevant stakeholders Total Systems Intervention (TSI) which includes: o Creativity phase: Focuses on different aspects of the organisation s functioning o Choice phase: Choosing a set of methodologies to suit particular characteristics of the organisation s situation o Implementation phase: Generating specific proposal for change Systems design which includes: o Forecasting o Model building and simulation o Optimisation and control Strategic Assumption Surfacing and Testing (SAST) includes: o Group formation: A large group of people split into various groups o Assumption surfacing and rating: Groups discuss and list all assumptions inherent in systems o Within group dialectic debate: Eliminates irrelevant assumptions Ensures that assumption is self-evident and significant in the outcome of the strategy chosen and implemented o Between groups dialectic debate: Extracts agreed assumptions o Debates on contentious assumptions to achieve agreement Final synthesis Groups all come together to propose and resolve all outstanding controversies Policy decisions will be made then o Critical Systems Heuristic (CSH) which includes: To identify boundary judgements systematically To analyse alternative reference systems for defining a problem or assessing a solution proposal To challenge in a compelling way any claims to knowledge or rationality or improvement that rely on hidden boundary judgments or take them for granted Copyright 2017 SkillsFuture Singapore Agency. All rights reserved. Version

8 SKILL STANDARD BUSINESS MANAGEMENT Version Control Version Date Changes Made Edited by ES-ACE-501G-1 1-Sep-16 Initial Version WDA Copyright 2017 SkillsFuture Singapore Agency. All rights reserved. Version

9 SKILL STANDARD BUSINESS MANAGEMENT Skill Code BM-BCM-405E-1 Skill Category Skill Sub-Category Business Continuity Management N/A Skill Manage and Implement Business Continuity Plans Skill Description This skill describes the ability to manage and implement business continuity plans. It includes identifying business continuity team and roles and responsibilities of members, executing, reviewing and refining business continuity plans, coordinating crisis response and recovery activities, managing resource usage, as well as communicating business continuity plans to employees. Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to and activities. The ability to understand: Own role in implementation of business continuity plans Composition of business continuity team Types of continuity plans Business continuity resources Application and Adaptation and activities required of the occupation, and the ability to react to and manage the changes at work. Identify business continuity team and relevant roles and responsibilities in consultation with relevant stakeholders to ensure organisational preparedness for business continuity management Execute business continuity plans in accordance with recovery strategies, business continuity strategies and framework to ensure alignment of activities Coordinate the organisation's crisis response and recovery activities in accordance with business continuity policies to ensure alignment of activities Identify and manage synergies and conflicts in resource availability and access in consultation with relevant stakeholders to ensure optimum resource allocation Implement procedures to communicate with and educate employees on business continuity plans to ensure organisational awareness Copyright 2017 SkillsFuture Singapore Agency. All rights reserved. Version

10 SKILL STANDARD BUSINESS MANAGEMENT Innovation and Value Creation generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Review and refine business continuity plans to enhance organisational effectiveness in business continuity management Social Intelligence and Ethics use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Demonstrate empathy and appreciation of others' views and issues when working with stakeholders to implement business continuity plans to maintain positive working relationships Learning to Learn develop and improve one s self within and outside of one s area of work. Engage in self-reflection to identify own areas for improvement in the management and implementation of business continuity plans Improve own capability in implementing business continuity plans by subscribing to diverse learning channels and participating in review platforms with peers and supervisors to enhance workplace performance Range of Application N/A It refers to the critical circumstances and contexts that the skill may be demonstrated. Copyright 2017 SkillsFuture Singapore Agency. All rights reserved. Version

11 SKILL STANDARD BUSINESS MANAGEMENT Version Control Version Date Changes Made Edited by BM-BCM-405E-1 4-Aug-17 Initial Version SSG Copyright 2017 SkillsFuture Singapore Agency. All rights reserved. Version

12 SKILL STANDARD BUSINESS MANAGEMENT Skill Code BM-BCM-407E-1 Skill Category Skill Sub-Category Business Continuity Management N/A Skill Manage Crisis Situations Skill Description This skill describes the ability to execute crisis management plan to manage crisis situations. It also includes allocating resources, executing and documenting response and recovery activities and communicating organisational crisis management key messages to relevant stakeholders. Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities. The ability to understand: Operational roles and responsibilities of a manager handling a crisis Documentation components for crisis response and recovery activities Communication plan for managing crisis Application and Adaptation It refers to the ability to perform the work tasks and activities required of the occupation, and the ability to react to and manage the changes at work. Allocate resources to manage response-handling in accordance with crisis management plan Identify crisis response and recovery activities for implementation in accordance with recovery strategies and business continuity strategies to ensure alignment of activities Document crisis response and recovery activities data in accordance with information format requirements to facilitate follow-up actions Implement 'return-to-normal' procedures in accordance with crisis management plan to ensure alignment of activities Communicate organisational crisis management key messages to relevant stakeholders to provide updates Important Points to Note about this Document This document is intended purely to provide general information to enable individuals, employers and training providers to be informed about the skills for career, training and education purposes. SSG provides no warranty whatsoever about the contents of this document, and does not warrant that the courses of action mentioned in this document will secure employment, promotion, or monetary benefits. Copyright 2016 SkillsFuture Singapore Agency. All rights reserved. Version 1.0.

13 SKILL STANDARD BUSINESS MANAGEMENT Innovation and Value Creation It refers to the ability to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Review crisis management process to identify areas for improvement Social Intelligence and Ethics It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Manage own emotions to maintain composure and display selfconfidence and resilience when dealing with challenges in a crisis situation Respond appropriately to emotional cues of organisation members during a crisis situation to manage negative emotional climate and provide reassurance Learning to Learn It refers to the ability to develop and improve one s self within and outside of one s area of work. Augment own knowledge on crisis management by subscribing to diverse learning channels and discussion platforms to ensure continuous learning for workplace application Range of Application N/A It refers to the critical circumstances and contexts that the skill may be demonstrated. Copyright 2016 SkillsFuture Singapore Agency. All rights reserved. Version

14 SKILL STANDARD BUSINESS MANAGEMENT Version Control Version Date Changes Made Edited by BM-BCM-407E-1 1-Sep-16 Initial Version WDA Copyright 2016 SkillsFuture Singapore Agency. All rights reserved. Version

15 SKILL STANDARD BUSINESS MANAGEMENT Skill Category Business Negotiation Skill Code BM-BN-402E-1 Skill Sub-Category N/A Skill Participate in Dispute Resolution Skill Description This skill describes the ability to prepare and participate in dispute resolution to reach agreeable outcomes. Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to and activities. The ability to understand: Types of disputes Evidence to support case Communication and conflict resolution techniques Relevant precedents Relevant legislation and regulations Application and Adaptation and activities required of the occupation, and the ability to react to and manage the changes at work. Prepare case to gather support for position Participate in dispute resolution processes to achieve desired dispute resolution outcomes Reach dispute resolution outcomes to obtain concurrence from both parties Innovation and Value Creation generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Identify opportunities to strive for negotiation outcomes to add value to the organisation and achieves a win-win outcome for both parties Copyright 2016 SkillsFuture Singapore Agency. All rights reserved. Version

16 SKILL STANDARD BUSINESS MANAGEMENT Social Intelligence and Ethics use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Manage self to maintain composure, self-confidence and resilience when dealing with challenges in the conflict resolution process Learning to Learn develop and improve one s self within and outside of one s area of work. Engage in self-reflection to identify areas for improvement in managing dispute resolution process Improve own conflict resolution skills by seeking feedback from peers and supervisors to enhance own capability in managing conflicts Range of Application It refers to the critical circumstances and contexts that the skill may be demonstrated. Relevant legislation and regulations must include: Billing policies Organisational human resources policies Financial regulations and policies Employment Act Industrial Relations Act Workplace Safety and Health Act Employment of Foreign Manpower Act International legislation Version Control Version Date Changes Made Edited by BM-BN-402E-1 1-Sep-16 Initial Version WDA Copyright 2016 SkillsFuture Singapore Agency. All rights reserved. Version

17 SKILL STANDARD BUSINESS MANAGEMENT Skill Category Business Negotiation Skill Code BM-BN-401E-1 Skill Sub-Category N/A Skill Participate in Negotiations Skill Description This skill describes the ability to participate in negotiations. It includes preparing alternatives and outcomes to support negotiation objectives, applying communication and conflict resolution techniques during negotiation, taking follow-up actions to close negotiation, as well as evaluating negotiation outcomes to identify areas of improvement. Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to and activities. The ability to understand: Components of negotiation plans Negotiation roles and responsibilities Negotiation processes and techniques Relevant precedents Relevant legislation and regulations Application and Adaptation and activities required of the occupation, and the ability to react to and manage the changes at work. Plan and prepare alternatives and outcomes for both parties in negotiations to support negotiation objectives Apply communication and conflict resolution techniques to achieve desired negotiation outcomes Finalise negotiation and take necessary follow-up actions to close negotiation Innovation and Value Creation generate purposive ideas to improve work performance and/or enhance business Monitor and evaluate negotiation outcomes against objectives in accordance with organisational procedures to determine potential areas of improvement for future negotiations Copyright 2016 SkillsFuture Singapore Agency. All rights reserved. Version

18 values that are aligned to organisational goals. SKILLS FRAMEWORK SKILL STANDARD BUSINESS MANAGEMENT Social Intelligence and Ethics use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Manage self to maintain composure and self-confidence when conducting negotiations Learning to Learn develop and improve one s self within and outside of one s area of work. Study past dispute resolutions to identify best practices that may be applied to the current negotiation situation Range of Application It refers to the critical circumstances and contexts that the skill may be demonstrated. Relevant legislation and regulations may relate to: Billing policies Organisational human resources policies Financial regulations and policies Employment Act Industrial Relations Act Workplace Safety and Health Act Employment of Foreign Manpower Act International legislation Copyright 2016 SkillsFuture Singapore Agency. All rights reserved. Version

19 SKILL STANDARD BUSINESS MANAGEMENT Version Control Version Date Changes Made Edited by BM-BN-401E-1 12-Oct-16 Initial Version SSG Copyright 2016 SkillsFuture Singapore Agency. All rights reserved. Version

20 Skill Category Change Management Skill Code LPM-CHG-301C-0 Skill Sub-Category N/A Skill Lead Team to Implement Change Skill Description This skill describes the ability to implement change processes within a team. It also includes identifying opportunities for innovation and implementing changes to work practices and continuous improvements to systems and processes. Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to and activities. The ability to understand: Legal and ethical considerations relating to the implementation of change and continuous improvement Organisational policies and procedures relating to the implementation of change and continuous improvement Relevant professional or industry codes of practice and standards relating to the implementation of change and continuous improvement The relationship between high level strategy and changes required in the processes and operations of teams The relationship between high level strategy and continuous improvement systems and processes at the team level Implications and impact on employees and the organisation arising from change processes and continuous improvement systems and processes Key concepts and importance of a learning organisation in relation to organisational change Models and methods for managing change Theories and principles of change management Important Points to Note about this Document This document is intended purely to provide general information to enable individuals, employers and training providers to be informed about the skills for career, training and education purposes. WDA provides no warranty whatsoever about the contents of this document, and does not warrant that the courses of action mentioned in this document will secure employment, promotion, or monetary benefits. Copyright 2016 Singapore Workforce Development Agency. All rights reserved. Version 1.0.

21 Application and Adaptation and activities required of the occupation, and the ability to react to and manage the changes at work. Participate in the development of a learning organisation to support the development of individuals within the team and work environment Support and model enterprising behaviours and risk taking within the team to drive desired behaviours Prepare and communicate plan for implementation of change and reinforce intended outcomes and benefits to the team to facilitate change implementation Assign roles and responsibilities to implement change strategies and processes Identify systems and behaviours that may support or limit change processes and work with team members to plan for predictable consequences of change Provide support and resources to support change activities Communicate organisational continuous improvement processes and encourage team members to take responsibility for their participation Innovation and Value Creation generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Analyse workplace performance and processes to identify opportunities for innovation, improved work practices and better use of technology Monitor performance of teams and individuals to identify opportunities for further improvement Social Intelligence and Ethics use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Demonstrate empathy by acknowledging and addressing the feelings and perspectives of team members arising from the impact of change implementation to ensure individual needs are addressed Copyright 2016 Singapore Workforce Development Agency. All rights reserved. Version

22 Learning to Learn develop and improve one s self within and outside of one s area of work. Keep abreast of change management systems and processes by subscribing to diverse learning channels and participating in peer discussion platforms to enhance own knowledge for workplace application Range of Application N/A It refers to the critical circumstances and contexts that the skill may be demonstrated. Version Control Version Date Changes Made Edited by LPM-CHG-301C-0 1-Sep-16 Initial Version WDA Copyright 2016 Singapore Workforce Development Agency. All rights reserved. Version

23 Skill Category Communications Skill Code BM-COM-301E-1 Skill Sub-Category N/A Skill Identify and Establish Internal and External Stakeholder Relationships Skill Description This skill describes the ability to establish and maintain internal and external stakeholder relationships to support organisational objectives. It also includes identifying stakeholder groups and assessing relationships between organisation and different stakeholder groups. Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to and activities. The ability to understand: Definition of stakeholders Criteria for grouping stakeholders Factors to consider when assessing stakeholder relationships Communication techniques Importance of trust in establishing stakeholder relationships Methods of building trust and addressing gaps within relationships based on strengths and weaknesses Application and Adaptation and activities required of the occupation, and the ability to react to and manage the changes at work. Identify types of stakeholder groups to determine relevant parties to engage with Assess the relationships between organisation and different stakeholder groups to support and enhance communication efforts Assess stakeholders relationships with each other to determine alignment of goals Copyright 2016 Singapore Workforce Development Agency. All rights reserved. Version

24 Innovation and Value Creation generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Create networking opportunities to enhance relationships with various stakeholder groups to support organisational objectives Social Intelligence and Ethics use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Demonstrate social awareness to adapt to the emotional context of the social exchange to maintain stakeholder relationships Learning to Learn develop and improve one s self within and outside of one s area of work. Engage in regular self-reflection to identify ways to improve stakeholder relationships to support organisational objectives Range of Application N/A It refers to the critical circumstances and contexts that the skill may be demonstrated. Copyright 2016 Singapore Workforce Development Agency. All rights reserved. Version

25 Version Control Version Date Changes Made Edited by BM-COM-301E-1 1-Sep-16 Initial Version WDA Copyright 2016 Singapore Workforce Development Agency. All rights reserved. Version

26 Skill Code FSS-FBS Skill Category Skill Sub-Category Food and Beverage Service Service Skill Manage Customer Service Skill Description This skill describes the ability to enhance service standards, maintain and improve customer service systems, initiate training programmes and ensure that service standards are implemented. Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to and activities. The ability to understand: Organisation's mission statement, goals and objectives and how these relate to service Required service standards in food and beverage outlets Methods to write standards and plans for customer service systems Methods to communicate and train employees in organisational service standards and gather feedback from them Methods to analyse service gaps Importance of regular visits to kitchens and service areas Identification and address of on-going issues with processes and products Identification of processes and products that do not meet standards Importance of continuous improvements in customer service systems Processes and methods to improve customer service systems Areas of improvement when identifying improvements to customer service systems Identification of, and follow-up on, customer concerns Procedures to conduct audits Copyright 2016 Singapore Workforce Development Agency. All rights reserved. Version

27 Application and Adaptation and activities required of the occupation, and the ability to react to and manage the changes at work. Review or develop policies, procedures and manuals for service standards Communicate service standards to staff and management Ensure that service standards and importance of service recovery are adhered to Observe implementations of service standards through regular visits to kitchens and food service areas Identify areas that require improvements and generate ideas for improvement Create new plans for achieving service standard goals Determine implications of potential service standard changes Determine objectives and timelines for improvement Determine objectives, timeline, planning and resources required to implement improvements Establish budgets and plan for training in service standards Interact with customers to determine satisfaction levels Follow up on customer concerns and on-going issues Conduct internal audits to ensure that service standards are being complied with, in accordance with organisational procedures and recipes, food and Workplace Safety and Health requirements Innovation and Value Creation generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Analyse potential key areas (technical and/or business related) for customer service improvement and/or value creation to the organisation and suggest ways to adapt existing techniques drawing from personal experiences and feedback Copyright 2016 Singapore Workforce Development Agency. All rights reserved. Version

28 Social Intelligence and Ethics use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Generate ideas to build and develop relationships with new and/or existing customers and internal and external stakeholders Act as a role model and inspire team by showing trust, respect and support towards co-workers and/or supervisor in daily activities to achieve organisational objectives Deal with ethical and/or professional issues and make judgement in accordance to organisation's current practice and/or guidelines Learning to Learn develop and improve one s self within and outside of one s area of work. Apply cognitive skills and/ or past experience to generate technical or business solutions in unfamiliar areas Coach others to overcome constraints at work Constantly update learning in relevant work area to adapt to changing environment Attempt to apply learnings from other areas of work Be a brand ambassador and live the brand Provide recommendations on changes to brand standards to align with the evolving needs of the business and external environment Ensure that there are standard procedures in place and consistency in work output is maintained Range of Application It refers to the critical circumstances and contexts that the skill may be demonstrated. Food safety and health requirements must include: National Environment Agency (NEA) Environmental Public Health (Food Hygiene) Regulations Workplace Safety and Health Regulations under the WSH Act Hazard Analysis and Critical Control Points management system (HACCP) Relevant food regulations under the Agri-Food and Veterinary Authority of Singapore (AVA) (e.g. Sale of Food Act) Version Control Copyright 2016 Singapore Workforce Development Agency. All rights reserved. Version

29 Version Date Changes Made Edited by FSS-FBS August 2017 Initial Version SSG and SPRING Singapore Copyright 2016 Singapore Workforce Development Agency. All rights reserved. Version

30 Skill Code FSS-CEX Skill Category Skill Sub-Category Customer Experience Service Skill Maintain Service Quality and Professional Etiquette Skill Description This skill describes the ability to apply the service mindset and practical concepts on service quality, based on leadership, strategy, people, process and measurement. It also includes providing excellent service to customers. Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to and activities. The ability to understand: Current service trends and expectations Relevance and importance of service excellence Importance of organisational vision when achieving service excellence Impact of service culture in enhancing organisational brand standards Importance of collecting and using customer information Factors influencing customer expectations and perceptions of service Importance of the key dimensions of service quality and the impact on customer experience Process of setting service standards Importance of tracking performance of service standards Importance and principles of professional etiquette Barriers to communication Standards of communication and procedures Importance of "follow-ups" in service delivery Application and Adaptation and activities required of the occupation, and the ability to react to and manage the changes at work. Collect and use customer information where permitted and appropriate Use various methods of gathering feedback from customers Use staff feedback channels to enhance customer experiences Apply customer feedback loops as mechanisms for service improvement Copyright 2016 Singapore Workforce Development Agency. All rights reserved. Version

31 Review customer expectations and perceptions for service improvement Monitor, review and implement standards for service delivery Use gap models for evaluating service quality Distinguish and strategise between "hard" and "soft" service standards Implement standards for dressing, communication and service delivery Develop strategies to empower employees to deliver excellent service, in accordance with organisational procedures and recipes, food and Workplace Safety and Health requirements Innovation and Value Creation generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Identify areas of improvement in service quality processes Social Intelligence and Ethics use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Monitor organisational compliance with food handling legislative requirements to meet quality standards Ensure good rapport with customers and internal stakeholders Develop and maintain relationships by showing trust, respect and support towards co-workers and/or supervisor in daily activities to achieve organisational objectives Exhibit and ensure that team members demonstrate integrity and ethical behaviour at the workplace Learning to Learn develop and improve one s self within and outside of one s area of work. Identify gaps in learning and select approach to close the learning gap and improve on quality of task assigned Provide feedback to co-worker and/or supervisor in a considerate and constructive manner Keep up to date on industry trends in the food and beverage sector Copyright 2016 Singapore Workforce Development Agency. All rights reserved. Version

32 Identify available opportunities to learn from co-worker and/or supervisor for ownself and suggest opportunities for subordinates Ensure that others understand and apply the brand standards Be a role model for subordinates to adopt the brand standards Develop SOPs which ensure consistency in work output Monitor others to ensure that consistency is maintained in their work output Range of Application It refers to the critical circumstances and contexts that the skill may be demonstrated. Food safety and health requirements must include: National Environment Agency (NEA) Environmental Public Health (Food Hygiene) Regulations Workplace Safety and Health Regulations under the WSH Act Hazard Analysis and Critical Control Points management system (HACCP) Relevant food regulations under the Agri-Food and Veterinary Authority of Singapore (AVA) (e.g. Sale of Food Act) Version Control Version Date Changes Made Edited by FSS-CEX August 2017 Initial Version SSG and SPRING Singapore Copyright 2016 Singapore Workforce Development Agency. All rights reserved. Version

33 Skill Category Finance Skill Code FSS-FIN Skill Sub-Category N/A Skill Monitor Income and Expenses Skill Description This skill describes the ability to establish and monitor control systems for income and expenses, administer petty cash and review financial records. Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to and activities. The ability to understand: Types of control system for income and expenses and procedures to establish them Methods to assess effectiveness of control systems for income and expenses Types and characteristics of costs Cost control measures Systems to monitor, record and report income and expenses Differences in recorded and actual incomes and expenses Petty cash systems and management Types, functions and methods to analyse financial records Application and Adaptation and activities required of the occupation, and the ability to react to and manage the changes at work. Assess the effectiveness of established control systems for income and expenses, Monitor income and expenses Manage petty cash Ensure completeness and accuracy of financial records in accordance with organisational procedures. Innovation and Value Creation generate purposive ideas to improve work performance and/or enhance business Analyse potential key areas (technical and/or business related) for process improvement and/or value creation to the organisation and suggest ways to adapt existing techniques drawing from personal experiences and feedback Generate ideas to create new products Propose amendments to control systems Copyright 2016 Singapore Workforce Development Agency. All rights reserved. Version

34 values that are aligned to organisational goals. Social Intelligence and Ethics use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Aligning organisational compliance procedures and policies with food handling legislative requirements to meet quality standards Generate ideas to build and develop relationships with new and/or existing customers and internal and external stakeholders Act as a role model and inspire team by showing trust, respect and support towards co-workers and/or supervisor in daily activities to achieve organisational objectives Deal with ethical and/or professional issues and make judgement in accordance to organisation's current practice and/or guidelines Learning to Learn develop and improve one s self within and outside of one s area of work. Apply cognitive skills and/ or past experience to generate technical or business solutions in unfamiliar areas Coach others to overcome constraints at work Constantly update learning in relevant work area to adapt to changing environment Attempt to apply learnings from other areas of work Be a brand ambassador and live the brand Provide recommendations on changes to brand standards to align with the evolving needs of the business and external environment Ensure that there are standard procedures in place and consistency in work output is maintained Range of Application It refers to the critical circumstances and contexts that the skill may be demonstrated. Food safety and health requirements must include: National Environment Agency (NEA) Environmental Public Health (Food Hygiene) Regulations Workplace Safety and Health Regulations under the WSH Act Hazard Analysis and Critical Control Points management system (HACCP) Relevant food regulations under the Agri-Food and Veterinary Authority of Singapore (AVA) (e.g. Sale of Food Act) Copyright 2016 Singapore Workforce Development Agency. All rights reserved. Version

35 Version Control Version Date Changes Made Edited by FSS-FIN August 2017 Initial Version SSG and SPRING Singapore Copyright 2016 Singapore Workforce Development Agency. All rights reserved. Version

36 Skill Code FSS-FBP Skill Category Skill Sub-Category Food and Beverage Production N/A Skill Manage Cost and Quality Controls Skill Description This skill describes the ability to standardise recipes, use yield calculations for purchase decisions, determine direct material cost and monitor product quality. Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to and activities. The ability to understand: Types and characteristics of costs Yield calculation concept, methodologies and application in controlling cost and profitability Impact of standardised recipes on cost recovery and profit margins Methods to control product quality Indicators of quality for different types of food Methods of conducting product audits Strategies to ensure facility, equipment and staff compliance with standards Application and Adaptation and activities required of the occupation, and the ability to react to and manage the changes at work. Perform, analyse and apply periodic yield calculation for other purpose Control and estimate cost Control product quality and safety Copyright 2016 Singapore Workforce Development Agency. All rights reserved. Version

37 Innovation and Value Creation generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Analyse potential key areas (technical and/or business related) for process improvement and/or value creation to the organisation and suggest ways to adapt existing techniques drawing from personal experiences and feedback Social Intelligence and Ethics use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Aligning organisational compliance procedures and policies with food handling legislative requirements to meet quality standards Generate ideas to build and develop relationships with new and/or existing customers and internal and external stakeholders Act as a role model and inspire team by showing trust, respect and support towards co-workers and/or supervisor in daily activities to achieve organisational objectives Deal with ethical and/or professional issues and make judgement in accordance to organisation's current practice and/or guidelines Learning to Learn develop and improve one s self within and outside of one s area of work. Apply cognitive skills and/ or past experience to generate technical or business solutions in unfamiliar areas Coach others to overcome constraints at work Constantly update learning in relevant work area to adapt to changing environment Attempt to apply learnings from other areas of work Be a brand ambassador and live the brand Provide recommendations on changes to brand standards to align with the evolving needs of the business and external environment Ensure that there are standard procedures in place and consistency in work output is maintained Range of Application Food safety and health requirements must include: Copyright 2016 Singapore Workforce Development Agency. All rights reserved. Version

38 It refers to the critical circumstances and contexts that the skill may be demonstrated. National Environment Agency (NEA) Environmental Public Health (Food Hygiene) Regulations Workplace Safety and Health Regulations under the WSH Act Hazard Analysis and Critical Control Points management system (HACCP) Relevant food regulations under the Agri-Food and Veterinary Authority of Singapore (AVA) (e.g. Sale of Food Act) Version Control Version Date Changes Made Edited by FSS-FBP August 2017 Initial Version SSG and SPRING Singapore Copyright 2016 Singapore Workforce Development Agency. All rights reserved. Version

39 Skill Code FSS-FBP Skill Category Skill Sub-Category Food and Beverage Production N/A Skill Manage Food and Beverage Operations Skill Description This skill describes the ability to manage Food and Beverage (F&B) operations. It also includes applying knowledge of various food and beverage outlet concepts, planning employee schedules to match business demands, managing opening, operating and closing procedures, administering purchasing and inventory systems, interviewing, hiring and training staff and developing food and beverage operating budgets. Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to and activities. The ability to understand: Various concepts of food and beverage outlets Methods and considerations in developing employee schedules Roles and job specifications for staff positions Hiring and screening activities for job applicants Employment regulations and union agreements Opening, operating and closing shift procedures Importance of managing inventory and minimum stock levels Purchasing procedures Steps in developing budgets History of sales and expenditures Importance of managing budgeted and actual financial transactions Application and Adaptation and activities required of the occupation, and the ability to react to and manage the changes at work. Develop and review staff schedules to ensure adequate manpower for each shift Conduct recruitment selection and hiring in line with regulations and agreements with union Manage opening, operating, and closing of shifts Monitor stock levels and purchasing activities and conduct inventory audits Examine historical sales and expenditure figures Prepare budgets and related documentation Copyright 2016 Singapore Workforce Development Agency. All rights reserved. Version

40 Investigate variances between actual and budgeted amounts, determining causes and potential solutions, in accordance with organisational procedures Innovation and Value Creation generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Analyse potential key areas (technical and/or business related) for operations improvement and/or value creation to the organisation and suggest ways to adapt existing techniques drawing from personal experiences and feedback Social Intelligence and Ethics use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Aligning organisational compliance procedures and policies with food handling legislative requirements to meet quality standards Generate ideas to build and develop relationships with new and/or existing customers and internal and external stakeholders Act as a role model and inspire team by showing trust, respect and support towards co-workers and/or supervisor in daily activities to achieve organisational objectives Deal with ethical and/or professional issues and make judgement in accordance to organisation's current practice and/or guidelines Learning to Learn develop and improve one s self within and outside of one s area of work. Apply cognitive skills and/ or past experience to generate technical or business solutions in unfamiliar areas Coach others to overcome constraints at work Constantly update learning in relevant work area to adapt to changing environment Attempt to apply learnings from other areas of work Be a brand ambassador and live the brand Provide recommendations on changes to brand standards to align with the evolving needs of the business and external environment Ensure that there are standard procedures in place and consistency in work output is maintained Copyright 2016 Singapore Workforce Development Agency. All rights reserved. Version