SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR GROUP BEVERAGE MANAGER

Transcription

1 Occupation: Group Beverage Manager Occupation Description: The Group Beverage Manager acts as a key point of contact between the beverage team and other Front-of-House operations and bears responsibility for the smooth running of all F&B outlets, including its profit generation. This includes leading, training and developing a team of sommeliers, bartenders and relevant staff supporting the beverage business function, to ensure delivery of excellent standards of service in accordance to organisational procedures. He/She should have experience in resolving customer issues/complaints as well as demonstrating overall excellent customer service. He should possess solid time management, organisation and prioritisation skills as well as strong communication and interpersonal skills. He normally works on a shift system including evenings, weekends and holidays. 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. 1

2 The skills expected of the Group Beverage Manager are summarised as below: Skill Category Skill Business Continuity Management 1. Direct Management of Crisis Situations 2. Integrate Business Continuity Management into Organisation s Operations Business Negotiation 3. Manage and Direct Negotiations Change Management 4. Facilitate Innovation and Lead Team Leaders to Implement Change Communications 5. Manage Programmes and Activities to Enhance Stakeholder Relationships Finance 6. Develop and Implement Budgets Food and Beverage Service 7. Manage Cost and Quality Controls 8. Manage Food and Beverage Operations 9. Analyse Alcoholic Beverage Business 10. Design Restaurant Concepts 11. Manage Customer Service Innovation 12. Champion Service Innovation 13. Innovate the Customer Experience 14. Leverage Technology for Productivity and Innovation 15. Manage Innovation in the Business Function 2

3 People Development 16. Develop Team Leaders through Capability Development and Coaching 17. Manage Training Personal Management and Development 18. Develop Self to Maintain Professional Competence at Senior Management Level Planning and Implementation 19. Develop Service Operations 20. Foster Entrepreneurship 21. Manage and Review Systems and Processes 22. Manage External Service Providers Project Management 23. Conduct Project After-action Review Risk Management 24. Manage and Monitor the Operation of Compliance Management Requirements and System 25. Manage Compliance with Food and Beverage Hygiene Policies and Procedures 26. Manage Loss/Risk Prevention 27. Manage Risk across Business Units 28. Operationalise and Manage Corporate Governance Policy for the Business Unit Sales and Marketing 29. Foster e-business in F&B 30. Manage Revenue Management 31. Optimise Sales Site/Outlet and Equipment Management 32. Manage Site/Outlet and Equipment Maintenance 3

4 Skill Code BM-BCM-505E-1 Skill Category Skill Sub-Category Business Continuity Management N/A Skill Direct Management of Crisis Situations Skill Description This skill describes the ability to direct crisis management plan to manage crisis situations. It also includes leading damage assessment, directing crisis response and recovery activities, and facilitating manpower involvement and communication to 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: Own role in management of crisis response and recovery activities Relevant stakeholders in a disruptive event Implications on business impact arising from disruptive events on the organisation Application and Adaptation and activities required of the occupation, and the ability to react to and manage the changes at work. Lead damage assessment in consultation with relevant stakeholders to determine the scale of impact Direct implementation of crisis response and recovery activities in accordance with recovery strategies and business continuity strategies to ensure alignment in activities Facilitate involvement of cross-functional teams to assist in crisis management Activate 'return-to-normal' procedures in accordance with crisis management plan to ensure alignment in activities Identify the business impact of disruptive events on the organisation to determine the extent of the impact Activate stand down procedures in accordance with business continuity strategies and crisis management plan to ensure alignment in activities 4

5 Facilitate communication process during disruptive events to internal and external stakeholders in accordance with crisis communication plan to provide updates Application and Adaptation and activities required of the occupation, and the ability to react to and manage the changes at work. Lead damage assessment in consultation with relevant stakeholders to determine the scale of impact Direct implementation of crisis response and recovery activities in accordance with recovery strategies and business continuity strategies to ensure alignment in activities Facilitate involvement of cross-functional teams to assist in crisis management Activate 'return-to-normal' procedures in accordance with crisis management plan to ensure alignment in activities Identify the business impact of disruptive events on the organisation to determine the extent of the impact Activate stand down procedures in accordance with business continuity strategies and crisis management plan to ensure alignment in activities Facilitate communication process during disruptive events to internal and external stakeholders in accordance with crisis communication plan to provide updates Innovation and Value Creation 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 use affective factors in leadership, relationship and diversity management Manage own emotions to maintain composure and display self-confidence and resilience when dealing with challenges in a crisis situation 5

6 guided by professional codes of ethics. Respond appropriately to emotional cues of cross-functional teams and organisation members during a crisis situation to manage negative emotional climate and provide reassurance Learning to Learn 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 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. Version Control Version Date Changes Made Edited by BM-BCM-505E-1 1-Sep-16 Initial Version WDA 6

7 Skill Code BM-BCM-403E-1 Skill Category Business Continuity Management Skill Sub-Category N/A Skill Integrate Business Continuity Management into Organisation's Operations Skill Description This skill describes the ability to integrate business continuity management into an organisation's operations. It includes identifying key risk indicators to initiate crisis response and recovery activities, prioritising organisational resources, interpreting crisis assessment documentation, identifying critical business functions and their interdependencies, as well as managing synergies between business continuity related plans and organisational operational plans. 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: Business continuity management practice principles Components of incident response plans Components of crisis management plans Components of business continuity plans Change management techniques Application and Adaptation and activities required of the occupation, and the ability to react to and manage the changes at work. Identify key risk indicators of disruptive events to inform and activate crisis response and recovery activities Prioritise resources available in the organisation to support business continuity plans Interpret crisis assessment documentation to contribute to business continuity plans Identify critical business functions and their inter-dependencies during disruptive events to contribute to business continuity plans 7

8 Innovation and Value Creation generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Identify and manage synergies between incident response plans, crisis management plans, business continuity plans and organisational operational plans to achieve operational efficiency 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 integrate business continuity management into organisation's operations to maintain positive working relationships Learning to Learn develop and improve one s self within and outside of one s area of work. Augment own knowledge on practices to integrate business continuity management into organisation's operations 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. 8

9 Version Control Version Date Changes Made Edited by BM-BCM-403E-1 4-Aug-17 Initial Version SSG 9

10 Skill Code BM-BN-501E-1 Skill Category Skill Sub-Category Business Negotiation N/A Skill Manage and Direct Negotiations Skill Description This skill describes the ability to manage and direct negotiations to achieve organisation s desired outcomes. It also includes planning and preparing for negotiation, implementing negotiation guidelines and providing feedback for negotiation policy refinement. Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to and activities. The ability to understand: Negotiation styles Results of effective negotiation Conditions for successful negotiation Application and Adaptation and activities required of the occupation, and the ability to react to and manage the changes at work. Plan and prepare for negotiation in accordance with negotiation strategies to achieve desired negotiation outcomes Implement negotiation guidelines during negotiation process to achieve desired outcomes 10

11 Innovation and Value Creation generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Provide feedback to relevant parties to refine negotiation policy Social Intelligence and Ethics use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Identify and address needs and concerns of negotiating team with regard to negotiation process, roles and responsibilities to maintain positive working relationships Learning to Learn develop and improve one s self within and outside of one s area of work. Source for past negotiation plans to gain insights to develop current negotiation plan to achieve desired outcomes Range of Application N/A It refers to the critical circumstances and contexts that the skill may be demonstrated. 11

12 Version Control Version Date Changes Made Edited by BM-BN-501E-1 1-Sep-16 Initial Version WDA 12

13 Skill Code LPM-CHG-401C-0 Skill Category Change Management Skill Sub-Category N/A Skill Facilitate Innovation and Lead Team Leaders to Implement Change Skill Description This skill describes the ability to work with team leaders to manage change processes. It also includes facilitating innovation at the workplace, implementing change strategies and processes and evaluating the impact of change. 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: Legal and ethical considerations relating to change management Organisational policies and procedures relating to the change management Relevant professional or industry codes of practice and standards relating to change management Key concepts and importance of a learning organisation in relation to organisational change Theories and principles of change management The differences between and attributes of positive and negative risks 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. Support enterprising behaviour and risk taking among team leaders by modelling enterprising behaviours and rewarding innovation to encourage desired behaviours Assign roles and responsibilities to implement change strategies and processes Identify systems and behaviours that may support or limit implementation activities to facilitate implementation Work with team leaders to anticipate and plan for predictable consequences of change by applying systems thinking Analyse data and feedback from team leaders to establish trends and identify actions and resources required to ensure change processes generate required benefits 13

14 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. Identify opportunities for growth or improvement based on current achievements Develop and review systems to share learnings from change implementation processes to guide future actions 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. Demonstrate empathy by acknowledging and addressing the feelings and perspectives of team leaders arising from the impact of change implementation to ensure individual needs are addressed Learning to Learn It refers to the ability to develop and improve one s self within and outside of one s area of work. Identify competencies to help individuals and teams to respond positively to change 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. 14

15 Version Control Version Date Changes Made Edited by LPM-CHG-401C-0 1-Sep-16 Initial Version WDA 15

16 Skill Category Communications Skill Code BM-COM-401E-1 Skill Sub-Category N/A Skill Manage Programmes and Activities to Enhance Stakeholder Relationships Skill Description This skill describes the ability to manage programmes and activities to enhance stakeholder relationships. It includes assessing the organisation s relationship with stakeholders, identifying rationale and focus of programmes and activities, identifying and executing own role in programmes and activities, managing working level relationships, as well as evaluating effectiveness of programmes and activities and taking follow up actions. Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to and activities. The ability to understand: Importance of stakeholder relationships to organisation Stakeholders issues of interest Channels of communication Negotiation techniques Communication techniques Legal, regulatory, ethical and socio-cultural constraints related to stakeholder relations Application and Adaptation and activities required of the occupation, and the ability to react to and manage the changes at work. Assess organisation s relationship with relevant stakeholders to identify rationale and focus of programmes and activities to enhance stakeholder relationships Carry out identified role in accordance with programme policies and procedures to enhance stakeholder relationships Take necessary follow-up actions in accordance with organisational processes and procedures to enhance stakeholder relationships 16

17 Innovation and Value Creation generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals. Evaluate effectiveness of programmes and activities in accordance with key performance indicators to identify areas for improvement Social Intelligence and Ethics use affective factors in leadership, relationship and diversity management guided by professional codes of ethics. Manage working level relationships with peer stakeholders to support programmes and activities to enhance stakeholder relationships Learning to Learn develop and improve one s self within and outside of one s area of work. Identify and evaluate own role in programmes and activities to enhance stakeholder relationships to support organisational strategies Range of Application N/A It refers to the critical circumstances and contexts that the skill may be demonstrated. 17

18 Version Control Version Date Changes Made Edited by BM-COM-401E-1 4-Aug-17 Initial Version SSG 18

19 Skill Category Finance Skill Code FSS-FIN Skill Sub-Category N/A Skill Develop and Implement Budgets Skill Description This skill describes the ability to develop and implement budgets. It also includes managing accounting and cash controls and auditing financial procedures. Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to and activities. The ability to understand: Company goals, strategic directions, business operating environment and the relation to budgeting Budgeting processes and relevant parties involved Importance and processes of developing budgets Methods of estimating incomes and expenditures Methods of implementing and managing budgets Methods and Importance of controlling cash Budget control mechanisms and guidelines Accounting procedures Types and importance of financial audits and financial reports Audit reports and their implications Common variances between budgeted and actual amounts Application and Adaptation and activities required of the occupation, and the ability to react to and manage the changes at work. Prepare and develop budgets Communicate approved budgets, cash control policies and procedures and action requirements to relevant parties Allocate approved budgets Monitor proper documentation to facilitate audits Analyse audit findings and give recommendations on necessary actions Analyse variances between budgeted and actual amounts and prepare recommendations for future budgeting activities, 19

20 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 Generate ideas to create new products 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 20

21 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-FIN August 2017 Initial Version SSG and SPRING Singapore 21

22 Skill Code FSS-FBP Skill Category Food and Beverage Production Skill Sub-Category 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 22

23 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 23

24 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-FBP August 2017 Initial Version SSG and SPRING Singapore 24

25 Skill Code FSS-FBP Skill Category Food and Beverage Production Skill Sub-Category 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 25

26 Prepare budgets and related documentation 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 26

27 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 Version Date Changes Made Edited by FSS-FBP August 2017 Initial Version SSG and SPRING Singapore 27

28 Skill Code FSS-FBS Skill Category Food and Beverage Service Skill Sub-Category Beverage Skill Analyse Alcoholic Beverage Business Skill Description This skill describes the ability to analyse the production of alcoholic beverages. It also includes examining the influence of economic and legal factors on alcohol beverage consumption. Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to and activities. The ability to understand: Production levels of wine, spirits and beer beverages in various countries and regions Characteristics and legislation of various continents and countries producing, exporting and importing wine, spirits and beers International social, health and legal regulations related to alcohol consumption Consumer practices and behavioural responses to marketing strategies and advertising Market trends in the alcoholic beverage business Marketing strategies of major international companies Restrictions on marketing and advertising of alcoholic beverages Application and Adaptation and activities required of the occupation, and the ability to react to and manage the changes at work. Source and curate selection of alcoholic beverages Analyse current customers profiles and their preferences on alcoholic beverages Develop plans to reach out to wider customer bases Source new beverages business opportunities and develop marketing strategies for them Create policies and standard operating procedures (SOPs), according to the alcoholic beverages regulations and legislation Train and educate staff to comply with the alcohol regulations and legislation 28

29 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 business 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 alcohol legislative requirements 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: 29

30 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 and all updates and current policies 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) Liquor Control (Supply and Consumption) Act Version Control Version Date Changes Made Edited by FSS-FBS August 2017 Initial Version SSG and SPRING Singapore 30

31 Skill Code FSS-FBS Skill Category Food and Beverage Service Skill Sub-Category N/A Skill Design Restaurant Concepts Skill Description This skill describes the ability to design a restaurant concept. It also includes applying knowledge of various food and beverage restaurant concepts, analysing restaurant operational characteristics, analysing the relationship between restaurant concepts and markets trends and developing a restaurant concept to match market demands. Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to and activities. The ability to understand: Methods to conduct market and demographic studies Markets and customer demographics and their preferences Significance and functions of different food and beverage operation concepts Types of restaurants and their characteristics, based on food offerings, dining categories, themes, menu styles, services, and market demographics Steps in developing a restaurant concept Operational elements of restaurants such as menus, space requirements, degree of service, acoustics, lighting, ambience and atmosphere characteristics Application and Adaptation and activities required of the occupation, and the ability to react to and manage the changes at work. Conduct market and demographic study of Food and Beverage (F&B) industry Develop or propose restaurant concepts, based on the management's direction Modify concepts according to changes in market preference or demographics 31

32 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 design 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. 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: National Environment Agency (NEA) Environmental Public Health (Food Hygiene) Regulations 32

33 It refers to the critical circumstances and contexts that the skill may be demonstrated. 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-FBS August 2017 Initial Version SSG and SPRING Singapore 33

34 Skill Code FSS-FBS Skill Category Food and Beverage Service Skill Sub-Category 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 Application and Adaptation and activities required Review or develop policies, procedures and manuals for service standards Communicate service standards to staff and management 34

35 of the occupation, and the ability to react to and manage the changes at work. 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 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 35

36 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 Version Date Changes Made Edited by FSS-FBS August 2017 Initial Version SSG and SPRING Singapore 36

37 Skill Category Innovation Skill Code SVCF-SI-501C-1 Skill Sub-Category N/A Skill Champion Service Innovation Skill Description This skill describes the ability to champion a service innovation culture within the organisation. It also includes establishing a service innovation strategy to provide directions that initiate the development of operating systems, policies and processes to support service excellence and innovation and evaluating the service innovation strategy and its impact on the organisation s internal and external key performance indicators. 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: Organisation s vision, mission and values Components of a service innovation framework Components of innovation audit Methods to establish a service innovation culture Methods to evaluate service innovation framework 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. Develop a service innovation framework that is in line with the organisation s vision, mission and values Conduct innovation audit to gather data on newly proposed or implemented service plans against established benchmarks Evaluate service innovation framework to analyse impact on organisation s key performance indicators 37

38 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. Identify and validate service innovation processes and procedures that best suit the organisation 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. Solicit feedback from customers on implemented service innovation ideas Establish a culture that promotes service innovation Learning to Learn It refers to the ability to develop and improve one s self within and outside of one s area of work. Review service innovation practices within and across industries through industry networks to update own knowledge of latest practices Share industry leading practices and research on service innovation with staff Range of Application It refers to the critical circumstances and contexts that the skill may be demonstrated. Service innovation is defined as changes in the product or service offering that is aimed at transforming the customer s experience. Types of service innovation must include: Products People Place Processes 38

39 A service innovation framework is defined as the established structure within an organisation for development of new or significantly improved service concept that is to be taken into practice. Components of service innovation framework must include: Process of idea generation Process and procedures for communicating ideas Evaluation criteria for service innovation ideas generated Process and procedures for implementing service innovation Process and procedures for evaluating implemented service innovation ideas Evaluation criteria for service innovation ideas implemented Methods to champion service innovation throughout the organisation Methods to establish a service innovation culture must include: Defining the service innovation culture and putting it in writing Integrating the envisioned culture within the orientation and training process of service staff Implementing staff award systems to encourage service innovation ideas Creating an environment of creativity and intellectual satisfaction Highlighting real life examples of how service staff have embodied the service culture Removing constraints from people by sharing knowledge and the decision-making process with staff Implementing communication channels to share ideas and discuss potential innovation opportunities Version Control Version Date Changes Made Edited by SVCF-SI-501C-1 1-Sep-16 Initial Version WDA 39

40 Skill Category Innovation Skill Code FSS-INO Skill Sub-Category N/A Skill Leverage Technology for Productivity and Innovation Skill Description This skill describes the ability to analyse emerging market trends and their impact, identify appropriate technology, assess business risks, plans for improvements to productivity and innovation as well as monitor barriers to adoption of technology. Knowledge and Analysis It refers to gathering, cognitive processing, integration and inspection of facts and information required to and activities. The ability to understand: Importance of leveraging technology for the organisation Sources of information on technology for business needs Trends in the use of social media and mobile devices Trends in customers dining experiences Risk assessment techniques for using technology Organisational policies and procedures on use of technology Barriers against adopting technology innovation in the organisation or industry Application and Adaptation and activities required of the occupation, and the ability to react to and manage the changes at work. Analyse emerging market trends impacting the industry locally, regionally and globally Identify appropriate types of technology innovations relevant to organisational vision, mission and strategic objectives Describe how key emerging technologies can be leveraged for productivity and innovation, in accordance with organisational strategic objectives Assess business risks associated with leveraging key emerging technologies for organisation Develop technology strategy plans to increase productivity and innovation, in accordance with organisational strategic plans Monitor barriers against adoption of technology innovations, in accordance with technology strategies developed in accordance with organisational procedures. 40

41 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 Generate ideas to create new products 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 41

42 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-INO August 2017 Initial Version SSG and SPRING Singapore 42