Food & Beverage Service Personnel

TECHNICAL &
VOCATIONAL
EDUCATION &
TRAINING
National Competency Standard for

FOOD & BEVERAGE SERVICE
PERSONNEL
Qualification Code: TOU01S07V1
[Endorsed by the MALDIVES ACCREDITATION BOARD (MAB)]
1
Competency Standard for Food & Beverage Service Personnel
PREFACE
The ADB Loan 2028 MLD, Employment Skills Training Projects (ESTP) objective is to increase the
number of Maldivians, men and women, actively participating in the labor force, employed and self
employed. The Project will support the expansion of demand driven employment-oriented skills
training in priority occupations and improve the capacity to develop and deliver Competency Based
Skill Training (CBST). The Project aims to (i) provide youth with employment-oriented skills training;
(ii) improve public perception of training and employment in locally available skills-oriented
occupations; (iii) make available employment-related information to more Maldivians; and
(iv) strengthen the capacity for labor administration and for labor market analysis.
The objective of the project is to deliver CBST programs to satisfy employer demand-driven needs.
The National Competency Standards (NCS) provide the base for this training. Initially training will be
focused on five key sectors: tourism, fisheries and agriculture, transport, construction and the social
sectors. These sectors are included as priority sectors in the national development plan and play a vital
role in the continued economic growth of the country.
The NCS are developed in consultation with Employment Sector Councils representing employers.
They are designed using a consensus format endorsed by the Maldives Accreditation Board (MAB) to
maintain uniformity of approach and the consistency of content amongst occupations. This single
format also simplifies benchmarking the NCS against relevant regional and international standards.
NCS specify the standards of performance of a competent worker and the various contexts in which
the work may take place. NCS also describes the knowledge, skills and attitudes required in a
particular occupation. They provide explicit advice to assessors and employers regarding the
knowledge, skills and attitudes to be demonstrated by the candidates seeking formal recognition for
the competency acquired following training or through work experience. By sharing this information,
all participants in the training process have the same understanding of the training required and the
standard to be reached for certification. Certification also becomes portable and can be recognized by
other employers and in other countries with similar standards.
NCS are the foundation for the implementation of the Technical and Vocational Education and
Training (TVET) system in Maldives. They ensure that all skills, regardless of where or how they were
2
Technical & Vocational Education & Training (TVET )

developed can be assessed and recognized. They also form the foundation for certifying skills in the
Maldives National Qualification Framework (MNQF).
NCS are developed by the TVET Section of Ministry of Higher Education, Employment and Social
Security. The NCS are endorsed by the Employment Sector Councils of the respective sectors and
validated by the Maldives Accreditation Board.
Dr. Ibrahim Hassan Ms. Mariyam Noordeen Mr. Abdul Hannan Waheed
Project Director Asst. Executive Director Deputy Director
ESTP TVET MAB
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Technical Panel members

Name Designation Company
Ali Shakir HR Manager HIH
Abdul Samad F& B Assistant Manager Nasandhura Palace Hotel
Ibrahim Zahir Freelance H. Snow Drop
Mohamed Riyaz F&B Manager Bandos Island Resort
Ahmed Farish Senior Tutor FHTS
Shaffau Farooq Manager Home Street Pvt Ltd
Developer
TVET MHESS
-
Employment Sector Councils

Dr. Abdulla Mausoom Director General Maldives Tourism Promotion
Board
Mr.Ismail Faseeh Director, Human Resources Bandos Island Resort
Mr.Abdulla Niyaz Director, Human Resources Villa Hotels Pvt.Ltd
Mr.Ahmed Iraash HR and Admin Manager Six Senses Soneva Fushi
Mr.Mohammed Riza Human Resource Manager Universal Entreprises.Pvt.Ltd
Ms. Aishath Ali HR, Director Ministry of Tourism
Ms. Aishath Neena Ahmed Director Mookai Hotel
Mr. Ahmed Naseem General Manager Nasandhura Palace Hotel
Mr. Mohamed Ali HR Manager Yacht Tours Maldives Pvt. Ltd
Mr. Hussein Habeeb Senior Manager Sunland Travel Pvt. Ltd
Mr. Ahmed Hamza Director VA Pvt.Ltd
Mr. Ali Shakir Human Resource Manager Hulhule Island Hotel
Mr. Naseef Ahmed Supervisor - Sales & Crown Tours Maldives
Reservations
National Competency Standard has been endorsed by
Dr. Abdulla Mausoom Mr.Abdulla Niyaz

Chairman, Tourism Sector Council Vice Chairman, Tourism Sector Council
Contact for Comments
Technical Vocational Education and Training Section
Ministry of Higher Education Employment and Social Security
Haveeree Hingun, Male/ Maldives
Telephone: 3347411, Fax: 3347493
Email: PIU@employment.gov.mv
Date of Endorsement Date of revision
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KEY FOR CODING
Coding Competency Standards and Related Materials
DESCRIPTION REPRESENTED BY
Industry Sector as per ESC Construction Sector (CON)

(Three letters) Fisheries and Agriculture Sector (FNA)
Transport sector ( TRN)
Tourism Sector (TOU)
Social Sector (SOC)
Foundation (FOU)
Competency Standard S
Occupation with in a industry Two digits 01-99
Sector
Unit U
Common Competency 1
Core Competency 2
Optional/ Elective Competency 3
Assessment Resources Materials A
Learning Resources Materials L
Curricula C
Qualification Q1, Q2 etc
MNQF level of Qualification L1, L2 etc
Version Number V1, V2 etc
Year of endorsement of standard, By two digits Example- 07
qualification
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1. Endorsement Application for Qualification 01
2. NATIONAL CERTIFICATE II IN FOOD AND BEVERAGE SERVICES PERSONNEL
3.Qualification code: TOU01SQ1L207 Total Number of Credits : 55
4. Purpose of the qualification The

holders of this qualification are expected to work as a Food and beverage services personnel
mainly in a resort and will be working under the supervision of Food Services Manager
National Certificate II Food and beverage
5. Regulations for the qualification
services personnel will be awarded to those
who are competent in units
1+2+3+4+5+6+7+8+9+10+11+12+13+14
6. Schedule of Units
Unit Unit Title Code
Title
1 Observe personal and work place hygiene practices TOU02S1U01V1
2 Practice health, safety and security Practices TOU02S1U02V1
3 Provide effective customer care TOU02S1U03V1
4 Practice effective workplace communication TOU02S1U04V1
5 Perform computer operations TOU02S1U05V1
6 Prepare Carry, server and clear food and Simple beverages TOU01S2U01V1
7 Take simple food orders TOU01S2U02V1
8 Collect payments TOU01S2U03V1
9 Apply Knowledge of cutlery, crockery and glassware TOU01S2U04V1
10 Set and lay-up tables for services TOU01S2U05V1
11 Take food orders TOU01S2U06V1
12 Serve food and beverage TOU01S2U07V1
13 Serve wine TOU01S2U08V1
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14 Perform complex food services TOU01S2U09V1
6. Accreditation requirements The training provider should have a

restaurant or similar training facility to
provide the trainees the hands-on experience
related to this qualification
7. Recommended sequencing of units As appearing under the section 06
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Units
Unit Unit Title Code Level No of

Title credits
1 Observe personal and work place hygiene practices TOU02S1U01V1 02 03
2 Practice health, safety and security Practices TOU02S1U02V1 02 03

3 Provide effective customer care TOU02S1U03V1 02 04
4 Practice effective workplace communication TOU02S1U04V1 02 04
5 Perform computer operations TOU02S1U05V1 02 03
6 Prepare Carry, server and clear food and Simple TOU01S2U01V1 01 04
beverages
7 Take simple food orders TOU01S2U02V1 01 03
8 Collect payments TOU01S2U03V1 01 02
9 Apply Knowledge of cutlery, crockery and glassware TOU01S2U04V1 02 03
10 Set and lay-up tables for services TOU01S2U05V1 02 04
11 Take food orders TOU01S2U06V1 02 06
12 Serve food and beverage TOU01S2U07V1 02 04
13 Serve wine TOU01S2U08V1 02 06
14 Perform complex food services TOU01S2U09V1 03 06
Packaging of National Qualifications:
National Certificate II in Food and Beverage Services Personnel will be awarded to those who
are competent in units 1+2+3+4+5+6+7+8+9+10+11+12+13+14
Qualification Code: TOU01SQ1L207
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Competency Standard for

FOOD & BEVERAGE SERVICE PERSONNEL
Unit No Unit Title

1. Observe personal and work place hygiene practices
2. Perform health, and safety Practices
3. Provide effective customer care
4. Practice effective workplace communication
5. Perform computer operations
6. Prepare Carry, server and clear food and Simple beverages
7. Take simple food orders
8. Collect payments
9. Apply Knowledge of cutlery, crockery and glassware
10. Set and lay-up tables for services
11. Take food orders
12. Serve food and beverage
13. Serve wine
14. Perform complex food services
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Description of an Food and BEVERAGE Service Personnel

Tasks of an waiter/Waitress involves covering tables, setting utensils, napkins,
decorations, condiments, candles, and services plates; presenting menu; suggesting
courses; explaining daily specials; answering food preparation questions; recording
diners choices; explaining daily specials; answering food preparation questions;
recording diners choice; picking up and delivering items from bar, kitchen and
service areas; inquiring of needs; removing courses as completed; issuing bills;
accepting payment
Competency Standard Development Process

The competencies were determined based on the analysis of the tasks expected to be performed by the
Food and Beverage services industry in the Maldives. The task analysis was based on the existing
documents prepared among the experts in the industry and on the advice of the experts in the field of
food services training in Maldives. Competency standards used for similar type of training in other
countries were
Based on the task analysis, the following sector competencies were identified. They are grouped into
common and core competencies. Although the lists of the competencies identified below are limited,
their number will expand in time with further functional and job task analysis and introduction of
newer qualifications.
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UNIT TITLE Observe personal and work place hygiene practices

DESCRIPTOR This unit covers the knowledge, skills and attitudes required to observe
workplace hygiene procedures and maintaining of personal presentation
and grooming standard.
This unit deals with necessary skills and knowledge required for maintaining
the hygiene of workers and the hygienic practices that should be applied
while on the job.
CODE TOU02S1U01V1 LEVEL 2 CREDIT 3
ELEMENTS OF COMPETENCIES PERFORMANCE CRITERIA

1. Observe grooming, 1.1. Grooming, hygiene and personal presentation
hygiene and personal practices maintained at high standards in line with
presentation industry norms and enterprise procedures
standards 1.2. Adequate level of personal cleanliness observed
throughout the work
1.3. Effects of poor personal hygiene understood and
avoided in all practices
2. Follow hygiene 2.1 Workplace hygiene procedures followed in line
procedures with enterprise procedures and legal requirements
2.2 Eating, drinking, smoking, spitting, scratching or other
such practices avoided while on the job
2.3 Hygiene standards of workplace maintained in
line with enterprise procedures
3. Identify and avoid 3.1 Hygiene risks understood and avoided in line with
hygiene risks general standards and guidelines
3.2 Legislations on hygiene understood and properly
followed
Range Statement
Procedures included
Grooming and personal presentation
Personal hygiene
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Tools, equipment and materials required may include:

Nil
ASSESSMENT GUIDE
Form of assessment
Assessment for the unit needs to be holistic and observed during assessment of other units of
competency which forms the qualification.
Any written or oral examinations may include questions related to hygiene, illness and
personal grooming standard.
Assessment context
Assessment may be done in workplace or a simulated work environment.
Critical aspects
It is essential that competence is fully observed and there is ability to transfer competence to changing
circumstances and to respond to unusual situations in the critical aspects of:
Maintaining adequate level of all aspects of personal hygiene and cleanliness

Following cleaning procedures for effective cleaning of work areas
Immediately reporting any symptoms of illness
Undertaking routine medical checkups
This unit may be assessed in conjunction with all and units which form part of the normal job
role
Assessment conditions
Theoretical assessment of this unit must be carried our in an examination room where proper
examination rules are followed.
Assessment of hygienic work practices must be constantly evaluated.
UNDERPINNING KNOWLEDGE AND SKILLS
Underpinning knowledge Underpinning skills

Knowledge of national hygiene Ability to follow procedures and instructions
regulation regarding personal Competent to work according to relevant
grooming standard and hygiene regulations and procedures
presentation Competent to work to meet requirements for
General knowledge of common personnel hygiene and hygienic practices
terminologies used in hygiene Communication skills
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including personal hygiene Interpersonal skills

Knowledge on general symptoms of
different types of diseases
Detailed knowledge and importance
of illness and injury reporting
procedures
13

UNIT TITLE Practice health, safety and security Practices
DESCRIPTOR This unit describes the importance of health and safety in the working
environment. It identifies the key safety hazards within the work area and
recognizes the correct manner in which to safely carry out the tasks of the job, for
the benefit of the trainee, colleagues and customers.
CODE TOU02S1U02V1 Level 2 Credit 3
ELEMENTS OF COMPETENCIES PERFORMANCE CRITERIA

1. Follow workplace health, 1.1. Health, safety and security procedures followed in line
safety and security with operational policies and procedures and laws and
procedures regulations
1.2. Illnesses reported through proper channels of
communication, using relevant forms and formats, in
1.3. Safety and security breaches reported through proper
channels of communication, in line with enterprise
procedures
2. Deal with emergency 2.1. Emergency situations recognized and appropriate

situations procedures followed in line with enterprise procedures
2.2. Assistance sought and cooperation given in emergency
situations in line with enterprise procedures
2.3. Emergency incidences reported in line with enterprise
procedures
3. Identify and prevent 3.1. Hygiene risks identified, prevented and avoided in line
hygiene risks with enterprise procedures
3.2. Hygiene risks reported to appropriate persons and
corrective action taken in line with enterprise procedures
4. Clean the work area 4.1. Cleaning tasks accomplished to enterprise standards
4.2. Proper method for cleaning selected and employed for
appropriate task
5. Secure work premised 5.1. Work premises closed and locked at the end of work, in
Range Statement
Procedures included:
Guidelines for safe handling of equipment of utensils
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Emergency procedures
Fire safety procedures
Security and safety guidelines
Cleaning and decontamination procedures
Waste handling procedures
Cleaning chemicals handling guidelines
Accident and incidence reporting procedures
Basic first aid procedures

Relevant procedure manuals
ASSESSMENT GUIDE
Forms of assessment
Assessment for the unit needs to be holistic and must be observed through real or simulated
workplace activities.
Assessment context
Assessment of this unit must be completed on the job or in a simulated work environment which
reflects a range of safe working practices.
Critical aspects (for assessment)

circumstances and to respond to unusual situations in the critical aspects of:
Communicating effectively with others involved in or affected by the work.

Identifying and assessing hazardous situations and rectifying, or reporting to the relevant
persons.
Safely handling and storage of dangerous and/or hazardous goods and substances.
Applying safe manual handling practices.
Safely and effectively operating equipment and utilising materials over the full range of
functions and processes for work undertaken on worksite.
This unit may be assessed in conjunction with all and units which form part of the normal job
role.
Assessment must reflects and events processes that occur over a period of time
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General knowledge on safe practices Undertake safe manual handling jobs

Communication procedures Competent to follow safety
Relevant workplace procedures and regulations
guidelines Competent to work safely with
workplace equipments, materials and
colleagues
16

UNIT TITLE Provide effective customer care
DESCRIPTOR This unit addresses the importance of caring for customers in the hospitality
industry. It shows how customer care relates to quality service and the best
methods of anticipating and meeting customers need.
ELEMENTS OF PERFORMANCE CRITERIA

COMPETENCIES
1. Greet customers and 1.1. Customers and colleagues greeted according to standard
colleagues procedures and social norms
1.2. Sensitivity to cultural and social differences demonstrated
2. Identify and attend to 2.1. Appropriate interpersonal skills are used to ensure that
customer needs customer needs are accurately identified
2.2. Customer needs are assessed for urgency so that priority
for service delivery can be identified
2.3. Personal limitation in addressing customer needs is
identified and where appropriate, assistance is sought
from supervisor
2.4. Customers informed correctly
2.5. Personal limitation identified and assistance from proper
sources sought when required
3. Deliver service to customers 3.1. Customer needs are promptly attended to in line with
organizational procedure
3.2. Appropriate rapport is maintained with customer to
enable high quality service delivery
3.3. Opportunity to enhance the quality of service and
products are taken wherever possible
4. Handle inquiries 4.1. Customer queries handled promptly and properly
4.2. Personal limitations identified and assistance from proper
5. Handle complaints 5.1. Responsibility for handling complaints taken within limit
of responsibility
5.2. Personal limitations identified and assistance from proper
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5.3. Operational procedures to handling irate or difficult
customers followed correctly
5.4. Details of complaints and comments from customers
properly recorded
Range Statement
Greeting procedure
Complaint and comment handling procedure
Incidence reporting procedures
General knowledge of property
Standard operating procedures for service deliveries
Non-verbal and verbal communication
Dress and accessories
Gestures and mannerisms
Voice tonality and volume
Culturally specific communication customs and practices
Cultural and social differences
Includes but are not limited to:
Modes of greeting, fare welling and conversation

Body language/ use of body gestures
Formality of language
Interpersonal skills:
Interactive communication
Good working attitude
Sincerity
Pleasant disposition
Effective communication skills
Customer needs
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Customer with limitation may include:
Those with a disability

Those with special cultural or language needs
Unaccompanied children
Parents with young children
Pregnant women
Single women

Relevant procedure manuals
Availability of telephone, fax machine, internet, etc.
Availability of data on projects and services; tariff and rates, promotional activities in place
etc.
ASSESSMENT GUIDE
Form of assessment
Assessment for the unit needs to be holistic and must include real or simulated workplace activities.
Assessment context
reflects a range of practices.

circumstances and to respond to unusual situations. This unit may be assessed in conjunction with all
units which form part of the normal job role.
Assessment requires evidence that the candidate:
Complied with industry practices and procedures

Used interactive communication with others
Complied with occupational, health and safety practices
Promoted public relation among others
Complied with service manual standards
19

Demonstrated familiarity with company facilities, products and services

Applied company rules and standards
Applied telephone ethics
Applied correct procedure in using telephone, fax machine, internet
Handled customer complaints
Depict effective communication skills
Assessment must reflect both events and processes over a period of time.
Underpinning Knowledge Underpinning Skills
General knowledge of the implications Competent in providing customer care

on efficiency, morale and customer Ability to work calmly and unobtrusively
relations effectively
General knowledge of ways of caring for Ability to handle telephone inquiries and
customers conversations
Knowledge of handling customer Correct procedure in handling telephone
complain and other requests inquiries
General knowledge of Safe work Proper way of handling complaints
practices and Personal hygiene Effective communication skills
General knowledge of different types of Non-verbal communication - body
service available for guest language
General knowledge of up selling Good time management
Attitude: Inter personal skills
Attentive, patient and cordial
Eye-to-eye contact
Maintain teamwork and
cooperation
Theory:
Conflict resolution
Communication process
20

UNIT TITLE Practice effective workplace communication
DESCRIPTOR This unit addresses the need for effective communication in the hospitality
industry. It describes the ethics of communication and shows the importance of
selecting the best method of communication during various situations. It also
identifies the barriers to communication and explains how to overcome them.
The unit also describes how to use the telephone; the procedures for answering,
transferring and holding calls, making outgoing calls and taking messages. In
addition it also highlights the need for cleaning telephone equipment.

COMPETENCIES
1. Communicate with 1.1. Proper channels and methods of communication used

customers and colleagues 1.2. Workplace interactions with customers and colleagues
appropriately made
1.3. Appropriate non-verbal communication used
1.4. Appropriate lines of communication followed
2. Participate in workplace 2.1. Meetings and discussions attended on time
meetings and discussions 2.2. Procedures to expressing opinions and following
instructions clearly followed
2.3. Questions asked and responded to effectively
2.4. Meeting and discussion outcomes interpreted and
implemented correctly
3. Handle relevant work 3.1. Conditions of employment understood correctly
related documentation 3.2. Relevant information accessed from appropriate
sources
3.3. Relevant data on workplace forms and other documents
filled correctly
3.4. Instructions and guidelines understood and followed
properly
3.5. Reporting requirements completed properly
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4. Handle telephone 4.1. Procedures for taking messages and making outgoing
calls followed correctly
4.2. Incoming calls answered correctly
4.3. Calls put on hold and transferred properly
4.4. Outgoing calls made efficiently
4.5. Communication in both English and Dhivehi
demonstrated correctly
Range Statement
Organizational hierarchy and reporting order

Communications procedures
Telephone handling procedures
Aspects evaluated:
Non-verbal communication
Interpersonal skills
General attitude to customers, colleagues and work
Conformity to policies and procedures
Tools, equipment and material used in this unit may include

Telephone
Note pads
Pens
Forms and formats related to inter-personal communication
ASSESSMENT GUIDE
Forms of assessment
Assessment for the unit needs to be continuous and holistic and must include real or simulated
workplace activities.
Assessment context
reflects a range of opportunities for communication.

circumstances and to respond to unusual situations in the critical aspects of communicating
22

effectively with others involved in or affected by the work. This unit may be assessed in conjunction
with all and units which form part of the normal job role.
It is preferable that assessment reflects a process rather than an event and occurs over a period of time
to cover varying circumstances.
General knowledge of English and Undertake effective customer relation

Divehi grammar communications
General knowledge of common Competent in communicating basic with
telephone equipment customers
General knowledge on effective Fluency in English and Dhivehi language
communication usage
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UNIT TITLE Perform Computer Operations

DESCRIPTOR This unit covers the knowledge, skills and attitudes and values needed to
perform computer operations that include inputting, accessing, producing and
transferring data using the appropriate hardware and software.

COMPETENCIES
1. Input data into computer 1.1. Data entered into the computer using appropriate
program/application in accordance with company
procedures
1.2. Accuracy of information checked and information
saved in accordance with standard operating
procedures
1.3. Input data stored in storage media according to
requirements
2. Access information using 2.1. Correct program/application selected based on job
computer requirements
2.2. Program/application containing the information
required accessed according to company procedures
2.3. Desktop icons correctly selected, opened and closed
for navigation purposes
3. Produce/output data using 3.1. Entered/stored data processed using appropriate
computer system software commands
3.2. Data printed out as required using computer
hardware/peripheral devices in accordance with
standard operating procedures
3.3. Files and data transferred between compatible
systems using computer software, hardware/
peripheral devices in accordance with standard
operating procedures
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Range Statement
This unit covers computer hardware to include personal computers used independently or within
networks, related peripherals, such as printers, scanners, keyboard and mouse, and storage media
such as disk drives and other forms of storage. Software used must include but not limited to word
processing, spreadsheets, database and billing software packages and Internet browsing software.

Storage device
Different software and hardware
Personal computers system
Laptop computer
Printers
Scanner
Keyboard
Mouse
Disk drive /CDs, DVDs, compressed storage device
ASSESSMENT GUIDE
Forms of assessment
The assessor may select two of the following assessment methods to objectively assess the candidate:
Observation
Questioning
Practical demonstration
Assessment context
Assessment may be conducted out of the workplace preferably in a computer classroom

Assessment must show that the candidate:
Selected and used hardware components correctly and according to the task requirement
Identified and explain the functions of both hardware and software used, their general
features and capabilities
Produced accurate and complete data in accordance with the requirements
Used appropriate devices and procedures to transfer files/data accurately
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Assessment may be conducted out of the work environment and may include assignments and
projects.

Basic ergonomics of keyboard and Reading skills required to interpret work
computer use instruction
Main types of computers and basic Communication skills
features of different operating Keyboard skills
systems
Main parts of a computer
Storage devices and basic categories
of memory
Relevant software
General security and computer
Viruses
26

UNIT TITLE Prepare carry, serve and clear food and Simple beverages
DESCRIPTOR This unit covers skills and knowledge required to prepare, serve and clear food and
beverages using tray and by hand to entry level standards in the hospitality industry.
It incorporates pertinent safety and hygiene and organizational standards.
ELEMENTS OF
PERFORMANCE CRITERIA
COMPETENCE
1. Carry and serve food to table 1.1. Two plated dishes carried simultaneously in one hand safely
and promptly.
1.2. Food and beverages and accompaniment carried and served
from trays according to industrial norms
1.3. Correct sequence of meals followed
1.4. Safe and hygienic practices followed according to statutory
regulations.
2. Clear plates from tables 2.1. Finished plates stacked to the hand, demonstrating standard
technique and carried safely to the wash-up.
3. Clean up tables after service 3.1. Finished plates and glassware removed from tables
3.2. Tables cleared away promptly after customers leave.
3.3. Table top cleaned to maintain hygiene standards in readiness
for the next customers.
3.4. Unclear tables cleared and cleaned without disturbing the
customers
4. Prepare simple beverages 4.1. Tea, coffee and ready-mix juices prepared to customer
requirements.
regulations.
Range Statement
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Competencies in this unit relates to the following procedures performed by employees in an

independent or hotel food services unit
Carrying plates and trays ( 2 plates in one hand)

Serving and clearing plated meals/in the correct sequence
Preparing simple beverages
Preparing and serving food order from a service counter

Crockery
Dinner plate
Dessert plate
Cups and saucer
Soup cups and saucer
Tea/coffee pot
Creamer jug
Sugar bowl
Trays
Round tray
Oblong tray
Cutlery
Dinner Knife
Dinner fork
Soup Spoon
Dessert spoon
Tea spoon
Glassware
Water goblet
Tumbler
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Equipments
Table
Tablecloth
Materials
Cleaning agents
Cleaning cloth
Tea
Coffee
Ready mix Juice
Sugar
Milk
ASSESSMENT GUIDE
Forms of assessment
Holistic and longitudinal forms of assessment can be carried out for this unit. Reports from the
supervisors can be used in addition to the workplace observations in support of the assessment.
Knowledge can be assessed using oral questioning
Assessment context
This unit may be assessed in the workplace or simulated environment, where all the tools and
equipments are available

Hygiene aspects related to the preparation and serving
Presentation and serving of food
Placing and clearing food to an from the table
Identification of the customer requirement
29

This unit may be assessed in conjunction with other units, which form the qualification. It is
preferable that assessment reflects a process rather than an event and occurs over a period of time to
cover varying circumstances.
Serving of food using two plate technique Ability to serve the food using two plate
Health and Hygiene practices and technique
regulation Apply health and hygiene practices
terminologies Ability to follow Standard operational
Standard operational procedures related procedures and regulations
to serving food Ability to identify customer requirements
Cleaning techniques and use of chemical Ability to prepare and serve simple non-
safely alcoholic beverages
Preparation of coffee, tea and ready made Apply health and hygiene practices
juices Ability to follow Standard operational
Health and Hygiene practices procedures
Serving techniques Ability to identify customer requirements
terminologies
Standard operational procedures related
to preparation and serving simple non-
alcoholic beverages
30

UNIT TITLE Take simple food orders
DESCRIPTOR This unit covers the competencies required to take food orders from tables or across
services counters and dispatch such orders following statutory and organization health
and hygiene standards.
ELEMENTS OF
COMPETENCE
1. Take food orders 1.1. Customer food and beverage orders received and
communicated accurately to the kitchen
1.2. Accurate information provided to customers about services
available
1.3. Special customer preferences understood and communicated
2. Provide counter food 2.1. Customer queries about food and drinks on display clarified
service politely.
2.2. Customer food and drinks orders received, portioned and
dispatched according to portion control specifications.
2.3. Take away orders packed in specified portion sizes, using
containers to suit the type of food, according to applicable
hygiene standards.
Range Statement

Taking food order

Explaining menu and food, from menu card, food on display
Food service counters and display units

Food and beverage menus
31

Order pads
pens
ASSESSMENT GUIDE
Forms of assessment
Assessment context

Identification of the customer orders
Efficient and hygienic handling and placing of orders
32

Serving of food using two plate technique Ability to serve the food using two plate
Health and Hygiene practices and technique
regulation Apply health and hygiene practices
terminologies Ability to follow Standard operational
Standard operational procedures related procedures and regulations
to serving food Ability to identify customer requirements
Cleaning techniques and use of chemical
safely
33

UNIT TITLE Collect payments
DESCRIPTOR This unit covers the competencies required to present and settle bills according to
organizational procedures
ELEMENTS OF
COMPETENCE
1. Present bills 1.1. Bills collected from cashier and presented to correct customer
1.2. Queries from customers clarified to customer satisfaction
2. Settle bills 2.1. Bill disputes settled with assistance from cashier or
supervisor
2.2. correct balance taken back to customer
Range Statement

Presenting and settling bills

Providing change
Cash register/drawer
Cash float
Order pads/ bills
Pens
Bill folder
ASSESSMENT GUIDE
34

Forms of assessment
Assessment context

Effective use of table layout and table numbering systems
Interpersonal skills related to handling customer disputes
Preparing bills Undertake effective customer relations

Working Knowledge of computer and Use of computer and related peripherals
billings software Interpersonal Skills
Knowledge of menu Basic arithmetic skills
35

UNIT TITLE Apply Knowledge of cutlery, crockery and glassware
DESCRIPTOR This unit covers the Knowledge and skills required to select, maintain and use
appropriate cutlery, crockery and glassware in food services
ELEMENTS OF
COMPETENCE
1. Select appropriate cutlery, 1.1. Cutlery, crockery and glassware selected according to the
crockery and glassware drink or dish served.
2. Use cutlery, crockery and 2.1. Cutlery, crockery and glassware handled and used in
glassware in service according to industry standards
2.2. Cutlery, crockery and glassware cleaned and stored in
according to industry standards
Range Statement

Handling cutlery, crockery & use of glassware

Selecting, using, cleaning and storage of cutlery, crockery & use of glassware
Crockery
Dinner plate
Show plate
Fish plate
36

Dessert plate
Side plate
Pasta plate
Cups and saucer
Coffee cup and Saucer/demi-tasse
Soup cups and saucer
Cereal plate/bowl and saucer

Tea/coffee pot
Creamer jug
Sugar bowl
Trays
Round tray
Oblong tray
Cutlery
Dinner Knife
Dinner fork
Fish Knife
Fish fork
Salad knife
Salad fork
Dessert knife
Dessert fork
Dessert spoon
Soup Spoon
Dessert spoon
Tea spoon
Coffee/demi-tasse spoon
Long spoon
Glassware
37

Water goblet
Red wine glass
White wine
Tumbler
High ball
Beer glass
Beer mug
Morning glass
Cocktail
Champagne Saucer
Champagne flute
Brandy balloon
Sherry glass
Whiskey glass
Equipments
Table
Tablecloth
Utensils
Cocktail fork
Service folk
Service spoon
Service ladle
Soup ladle
Cake server
ASSESSMENT GUIDE
Forms of assessment
38

Assessment context
Identification and naming of food services equipment and utensils

Application of proper cleaning techniques
Knowledge of food and beverages on the Basic food services skills

establishments menu
39

UNIT TITLE Set and lay-up tables for services
DESCRIPTOR This unit covers the knowledge and skills required for preparing dicing and buffet
tables for food services. It includes relates aspects of decorating and arrangement of
equipment and utensils
ELEMENTS OF
COMPETENCE
1. Arrange tables 1.1. Tables arranged in lines to suit the requirements of the dining
room or event
1.2. Tables checked for steadiness and adjusted
2. Lay-up tables 2.1. Table clothes laid or changed in classic style.
2.2. Cutlery, crockery and glassware polished in classic style.
2.3. Napkins folded in the styles as per instructions given.
2.4. Covers laid with cutlery, crockery and napkin to suit the
requirement of the menu served.
2.5. Table centerpieces (cruets, ashtray, flower vase) placed neatly
and similarly on all tables
3. Prepare buffet tables 3.1. Tables of various shapes and sizes joined to form buffet table.
3.2. Buffet tables clothed and dressed in styles to suit different
catering requirements.
3.3. Buffet equipment and utensils arranged, set-up and made
ready for placing food.
Range Statement

Carrying and laying up tables

Setting and laying up buffet tables
40
Crockery
Dinner plate
Show plate
Fish plate
Dessert plate
Side plate
Pasta plate
Cup and saucer
Soup cup and saucer
Tea/coffee pot
Creamer jug
Sugar bowl
Trays
Round tray
Oblong tray
Cutlery
Dinner Knife
Dinner fork
Fish Knife
Fish fork
Salad knife
Salad fork
Dessert knife
Dessert fork
Dessert spoon
Soup Spoon
Dessert spoon
Tea spoon
Glassware
41

Water goblet
Red wine glass
White wine
Tumbler
High ball
Beer glass
Beer mug
Morning glass
Cocktail
Champagne Saucer
Champagne flute
Brandy balloon
Sherry glass
Whiskey glass
Equipment
Table
Tablecloth
Sauce boat
Table of various shapes/size
Buffet cloth
Utensil
Cocktail fork
Service folk
Service spoon
Service ladle
Soup ladle
Cake server
Material
Buffet food, breakfast, dinner/meal, refreshment and high tea
42

ASSESSMENT GUIDE
Forms of assessment
Assessment context
Knowledge of the flow of menu

Aesthetic lay up of buffet tables
Equipments available Aesthetic skills

Decorative styles
43

UNIT TITLE Take food orders
DESCRIPTOR This Unit covers the Knowledge and skills required to take and process food orders.
ELEMENTS OF
COMPETENCE
1. Explain Manu 1.1. Layout and arrangement of menu described correctly in

relations to general sequence of services
1.2. Menu explained to enable customers select dishes or drinks
1.3. Dishes correctly explained with reference to main ingredients
used
2. Take food and beverage 2.1. Orders taken and written down on order chits accurately.
orders 2.2. Orders confirmed with customers by repeating.
2.3. Customers food and beverage orders correctly entered into
electric order taking
2.4. Bills produced from electric billing equipment accurately
3. Process food and 3.1. Orders placed with relevant production unit (kitchen or bar)
beverage orders and cashier
3.2. Orders identified and collected giving sufficient preparation
time and bills produced
Range Statement

Explaining menu
Taking and processing food and beverage order
Menu
Billing equipment
pens
44

Order pads
ASSESSMENT GUIDE
Forms of assessment
Assessment context
Knowledge of menu, food and beverages

Efficient use of billing equipment
Communication skills
Knowledge of food and beverages on the Ability to explain dishes on the menu
menu
45

UNIT TITLE Serve food and beverage
DESCRIPTOR This Unit covers the Knowledge and skills required to serve food and beverages in
basic styles. It also covers the preparation of still rooms beverages and coffees. It
includes taking processing and servicing of room services orders.
ELEMENTS OF
COMPETENCE
1. Prepare and serve 1.1. Machine based coffees, coffee based beverages and fresh fruit
beverages juices prepared to customer requirements.
1.2. Alcoholic beverages served to tables according to standards of
the establishment
1.3. Prepared drinks garnished to standards of the establishment
regulations.
1.5. Prepared beverages carried, served and cleared using a tray
2. Serve and clear food and 2.1. Three plated dishes carried simultaneously in one hand
beverage to tables safely.
2.2. Dishes and drinks placed in correct positions on the table
according to industry norms and standards:
2.3. Safe and hygienic practices followed in handling and serving
according to sanitary standards.
2.4. Finished plates picked up and stacked to the hand,
demonstrating standard technique and carried safely to the
wash-up.
2.5. Tables cleared in preparation for the course to follow
demonstrating standard technique.
2.6. Sequence of service followed in serving meals of more than
one course according too industry norms.
3. Attend to customer special 3.1. Special requests from customers understood and correct
request action taken as requested
4. Provide room service 4.1. Orders taken and verified by repeating to the customer
4.2. Trays assembled according to the order placed.
4.3. Trays carried using correct technique
4.4. Orders served in the room, entering the room in the correct
46

manner and serving orders according to customer request.

4.5. Trays cleared in due time as requested by customer.
Range Statement

Carrying plates and trays; 3 plates in one hand

Serving and clearing food and beverages in dining room in the correct sequence
Norms and Standard of serving and clearing
Holding the right posture, from the right standing position, moving in the right direction,
following the right order of service.
Preparing beverages; tea; coffee; espresso and fruit juices
Taking orders from tables
Taking orders on the telephone
Serving food in guestrooms
Serving food and beverages at banquets
Serving accompaniments
Serving ashtrays
Crockery
Dinner plate
Show plate
Fish plate
Dessert plate
Side plate
Pasta plate
Cups and saucer
Coffee cup and Saucer/demi-tasse
Soup cup and saucer
Tea/coffee pot
47

Creamer jug
Sugar bowl
Trays
Round trays
Oblong trays
Cutlery
Dinner Knife
Dinner fork
Fish Knife
Fish forks
Salad knife
Salad forks
Dessert knife
Dessert fork
Dessert spoon
Soup Spoon
Dessert spoon
Tea spoon
Coffee/demi-tasse spoon
Long spoon
Glassware
Water goblet
Red wine glass
White wine
Tumbler
High ball
Beer glass
Beer mug
Morning glass
Cocktail
48

Champagne Saucer
Champagne flute
Brandy balloon
Sherry glass
Whiskey glass
Equipment
Table
Tablecloth
Cruets
Sauce boat
Flower vase
Ashtrays
Plate cover
Ice bucket & tong
Bar equipment
Utensils
Cocktail fork
Service folk
Service spoon
Service ladle
Soup ladle
Cake server
Materials
Cleaning agents
Cleaning cloth
Tea
Coffee
Ready mix Juice
Sugar
Milk
49

Food/dishes
ASSESSMENT GUIDE
Forms of assessment
Assessment context
Efficiency in preparing beverages

Fluency with practice of service styles
Interpersonal skills related to communicating with customers and colleagues while
taking, relaying and delivering orders
50

Food service terminology Operate food service equipment

Alcoholic and non-alcoholic cocktails mentioned in the range statement.
Classification of alcoholic beverage Carrying food and beverages by hand and
Ingredients and preparation methods for tray
common dishes Communication skills
51

Unit Title Serve wine
Descriptor This unit covers the knowledge and skills required for the sale and services of wines. It
includes aspects of providing inter
Code TOU01S2U08V1 Level 2 Credit 6
Elements of Competence Performance Criteria
1. Provide information and 1.1. Wine list offered to customer, using correct technique.
take order 1.2. Wines described using correct terminology and pronunciation
1.3. Customers assisted with selection of food and wine
combinations, when appropriate.
1.4. Customer orders taken accurately and selection verified with
the customer
2. Serve wines 2.1. Appropriate glassware and other equipment for wine service,
selected, prepared and placed on customers table according to
organizations requirements.
2.2. Wines opened and served correctly, safely in correct sequence
and style.
2.3. Glasses refilled where appropriate during service, with minimal
disruption to customers
Range Statement
Competencies in this unit relates to the following procedures performed by employees in an independent
or hotel food services unit
Serving white and rose wine

Serving red wine
Serving champagne
52
Glass ware
Red wine glass

White wine glass
Champagne glass
Equipment
Red wine glass

White glass
Champagne glass
ASSESSMENT GUIDE
Forms of assessment
Assessment context
Communications skills relating to the pronunciation of foreign names of wines

Ability to interpret wine labels
Fluent application of service styles
Knowledge of relating wine to food
53

This unit may be assessed in conjunction with other units, which form the qualification. It is preferable
that assessment reflects a process rather than an event and occurs over a period of time to cover varying
circumstances.
Knowledge on alcoholic beverages Bar tendering skills

54

UNIT TITLE Perform complex food services
DESCRIPTOR This unit covers knowledge and skills required to practice food services in advanced
styles. It incorporates aspects of food preparation and portioning necessary for senior
level food services personnel
Code TOU01S2U09V1 Level 3 Credit 6
Elements of Competence Performance Criteria
1. Prepare for complex 1.1. Utensils required for silver service selected and prepared.
food services 1.2. Utensils and equipment required for gueridon selected and
prepared.
1.3. Dining tables laid up to suit the service requirement
1.4. Equipments and utensils required for services selected,
prepared and arranged correctly
2. Perform silver service 2.1. Dishes explained to customers correctly, using customer
friendly language
2.2. Food served in silver service style, demonstrating correct
posture and service technique
2.3. Food and condiments portioned and placed correctly, based on
advice from kitchen or supervisor.
2.4. Hot dishes handled carefully and advice given to customers.
2.5. Equipments and utensils required for services selected,
prepared and arranged correctly
3. Perform gueridon 3.1. Dishes explained to customers correctly, using customer
service friendly language.
3.2. Food prepared, carved, boned, portioned and served to
customer, demonstrating correct posture and technique.
3.3. Hot dishes and equipment handled carefully and advice given to
customers.
55

Range Statement
Competencies in this unit relates to the following procedures performed by employees in an independent
or hotel food services unit
Serving food from a platter

Serving food from a carving trolley
Finishing and serving food from a gueridon trolley
Crockery
Dinner plates
Show plate
Fish plate
Dessert plates
Side plate
Pasta plate
Cups and saucers
Soup cups and saucers
Trays
Oblong trays
Cutlery
Dinner Knife
Dinner fork
Fish Knives
Fish forks
Dessert knives
Dessert fork
Dessert spoon
56

Soup Spoon
Glassware
Water goblet
Red wine glass
White wine
Equipment
Platters, sectioned, oblong

Queridon trolley
Carving trolley
Table
Tablecloth
Cruet
Flower vase
Ashtrays
Utensils
Service folk
Service spoon
Soup ladle
Cake server
Tong
Materials
Prepared food dishes
ASSESSMENT GUIDE
Forms of assessment
57

Assessment context
Fluency with practice of services styles

Correct and efficient use of service utensils
This unit may be assessed in conjunction with other units, which form the qualification. It is preferable
that assessment reflects a process rather than an event and occurs over a period of time to cover varying
circumstances.
Food services styles and their application Knife skills

Knowledge related to the equipment Use of related equipments
Basic knowledge of food preparation
58

Food &amp; Beverage Service Personnel

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TECHNICAL &

National Competency Standard for

Technical & Vocational Education & Training (TVET )

Project Director Asst. Executive Director Deputy Director

ESTP TVET MAB

Technical & Vocational Education & Training (TVET )

Technical Panel members

Employment Sector Councils

National Competency Standard has been endorsed by

Dr. Abdulla Mausoom Mr.Abdulla Niyaz

Technical & Vocational Education & Training (TVET )

KEY FOR CODING

Coding Competency Standards and Related Materials

Industry Sector as per ESC Construction Sector (CON)

Technical & Vocational Education & Training (TVET )

1. Endorsement Application for Qualification 01

2. NATIONAL CERTIFICATE II IN FOOD AND BEVERAGE SERVICES PERSONNEL

3.Qualification code: TOU01SQ1L207 Total Number of Credits : 55

4. Purpose of the qualification The

1 Observe personal and work place hygiene practices TOU02S1U01V1

2 Practice health, safety and security Practices TOU02S1U02V1

3 Provide effective customer care TOU02S1U03V1

4 Practice effective workplace communication TOU02S1U04V1

5 Perform computer operations TOU02S1U05V1

7 Take simple food orders TOU01S2U02V1

8 Collect payments TOU01S2U03V1

9 Apply Knowledge of cutlery, crockery and glassware TOU01S2U04V1

10 Set and lay-up tables for services TOU01S2U05V1

11 Take food orders TOU01S2U06V1

12 Serve food and beverage TOU01S2U07V1

13 Serve wine TOU01S2U08V1

Technical & Vocational Education & Training (TVET )

14 Perform complex food services TOU01S2U09V1

6. Accreditation requirements The training provider should have a

7. Recommended sequencing of units As appearing under the section 06

Technical & Vocational Education & Training (TVET )

Unit Unit Title Code Level No of

2 Practice health, safety and security Practices TOU02S1U02V1 02 03

Packaging of National Qualifications:

Qualification Code: TOU01SQ1L207

Technical & Vocational Education & Training (TVET )

Competency Standard for

Unit No Unit Title

Technical & Vocational Education & Training (TVET )

Description of an Food and BEVERAGE Service Personnel

Competency Standard Development Process

Technical & Vocational Education & Training (TVET )

UNIT TITLE Observe personal and work place hygiene practices

ELEMENTS OF COMPETENCIES PERFORMANCE CRITERIA

Technical & Vocational Education & Training (TVET )

Tools, equipment and materials required may include:

Maintaining adequate level of all aspects of personal hygiene and cleanliness

UNDERPINNING KNOWLEDGE AND SKILLS

Underpinning knowledge Underpinning skills

Technical & Vocational Education & Training (TVET )

including personal hygiene Interpersonal skills

Technical & Vocational Education & Training (TVET )

UNIT TITLE Practice health, safety and security Practices

CODE TOU02S1U02V1 Level 2 Credit 3

ELEMENTS OF COMPETENCIES PERFORMANCE CRITERIA

2. Deal with emergency 2.1. Emergency situations recognized and appropriate

Guidelines for safe handling of equipment of utensils

Technical & Vocational Education & Training (TVET )

Tools, equipment and materials required may include:

Food & Beverage Service Personnel

Food & Beverage Service Personnel