Pakistan Model Competency Standards for Hospitality Sector (PMCS)

INDUSTRY DESCRIPTOR AND COVERAGE The hospitality sector in Pakistan is briefly described as follows: Hospitality sector in Pakistan makes a very important part of the services sector. Services sector contributes approximately 50 of the GDP to the economy of Pakistan. Hospitality sector in Pakistan has a tremendous potential for growth and until recently it received a fresh impetus for development. The hospitality sector covers a diverse range of enterprise such as hotels, restaurants, fast food, motels, banquets, resorts, guest houses, cafs, catering services, event planners, home catering, messes, clubs, gym-khanas and bakeries. Since the hospitality sector in Pakistan is growing gradually, the need for skilled and trained human resource is also increasing day by day. The hotels range from one to five star category catering to a wide range of travelers. Similarly, restaurants feature a variety of cuisine ranging from Pakistani cuisine to Chinese, Thai, Italian continental, fast food etc. The current set of competency standards comprise a total of 39 competency units (6 core and 33 technical competency units) The scope of the standards is for entry level to middle management and encompasses common sector skills in the area of Front Office Operations, Housekeeping Operations, Food & Beverage Service, Food Production and Supervision/Management. The tourism sector is not covered by these competency standards. Core competencies are also included which are common skills and knowledge which apply to all the hospitality functions. A-Core Competencies A1-Maintain personal grooming and hygiene A2-Follow health, safety and security procedures A3-Communicate effectively with the guests A4-Manage individual time A5-Work with colleagues A6-Work in socially-diverse environment

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Functional Map B-Housekeeping Operations

B-01 Set-up Rooms for Guests

C-Food and Beverage Service Operations

C01- Develop and update Food and Beverage Knowledge C02- Arrange Pantry Area, Prepare Crockery and Layout Tables

D-Food Production (Cooking)

D-01 Organize the Kitchen and Production Line D-02 Workout the unit cost and fix price of the menu

E-Front Office Operations

E-01 Provide Effective Customers Service

F. Supervision & Management Functions

F-01Manage Admin & Finance

B-02 Provide Housekeeping Services to Guests

B-03 Launder Lenin and Guests Clothes

C03- Take orders

D-03 Demonstrate knife skills to cut, fruit, vegetable, meat etc

E-02 Maintain the room inventory and have the ability to use front office equipments E 03. Take Reservations & Process Registrations (Check-in of the guest) E-04: Have knowledge and ability to perform PABX switchboard operations E-05 Coordinate with Housekeeping Departments for guest check-in and check-out service E 06. Develop and Update Industry Knowledge

F-02 Manage Human Resources

F-03 Conduct Night Audit

B-04 Keep Liaison with Security Staff and Keep Safety and Control Equipment Operational B-05 Clean/ Service Public Areas/Premises

C04- Serve Food and Beverage

D-04 Apply Cooking methods and techniques

F-04 Provide Club Reception Services

C-05 Close the tables

D-05 Prepare garnishes

F-05 Provide Porter Services

D-06 Prepare Stocks, Gravies, Soup, and Sauces

D-07 Prepare Appetizers and Salads D-08 Prepare Pakistani Cuisine D-09 Prepare Sandwiches (Hot and Cold) D-10 Prepare continental food D-11 Prepare Chinese dishes D-12 Manage minimum quality standards of raw materials at the receiving

5 units

5 units

12 units

6 units

5 units

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A-CORE COMPETENCIES A1- Maintain personal grooming and hygiene This unit deals with the knowledge and skills required to maintain personal grooming and hygiene standards in hospitality operations. Performance Criteria: Maintain personal appearance according to the set standards of the organization Maintain personal hygiene Dress-up according to the set standards of the organization Use light deodorant Evidence: Hair, beard, moustache and nails neatly trimmed (for men) Hair is set neatly and nails trimmed (for women) Personal hygiene maintained Light deodorant used Uniform/clothing worn as per the set standards of the organization Essential knowledge and critical skills: To demonstrate competence, evidence of knowledge and skills in the following areas is required Knowledge of: Standard procedures of dressing and makeup Standard practices related to personal grooming Importance of personal hygiene Ability to: Demonstrate the standard practices of personal grooming Maintain the set standards of personal hygiene Keep uniform/clothing neat & tidy Range: This unit relates to the staff working in small, medium and large sized hospitality operations. A2-Follow health, safety and security procedures This unit deals with the skills and knowledge required to follow health, safety and security procedures. Performance Criteria: Follow workplace procedures on health, safety and security so that co-workers and guests have a safe environment Deal with emergency situations quickly, appropriately and without endangering oneself and others Maintain safe personal presentation standards including wearing appropriate clothing Provide feedback on health, safety, and security to appropriate personnel as required in a sufficiently detailed manner for action to be taken Evidence: Workplace procedures on health, safety and security followed for a safe environment f or coworkers and guests Emergency situations responded quickly, appropriately and without endangering oneself and others Safe personal presentation standards including wearing appropriate clothing maintained

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Feedback on health, safety, and security provided to appropriate personnel as required in a sufficiently detailed manner

Essential knowledge and critical skills: To demonstrate competence, evidence of skills and knowledge in the following areas is required Knowledge of: Industry insurance and liability requirements in relation to individual staff responsibilities Relevant national and local occupational health and safety legislation in relation to obligations of employers and employees Common health safety and security procedures in hospitality organizations Major causes of workplace accidents relevant to the work environment Implications of disregarding the health, safety and security procedures Legal requirements to work in accordance with the health, safety and security procedures Ability to: Comply with the industry insurance and liability requirements Implement common health, safety and security procedures Act in the event of an accident Range: This unit relates to staff working in small, medium and large size restaurants and hotels in the context of health, safety and security procedures A3-Communicate with the guests The unit deals with the skills and knowledge required to communicate effectively with the guests Performance Criteria: Greet the guest warmly Interact with clients politely and in a culturally sensitive manner Handle telephone inquiries according to correct procedures Handle customer complaints, evaluation and recommendations in accordance with set standards Apply effective verbal and non-verbal communication skills to respond to guest queries Handle displeased guests courteously Provide information regarding the products and services Evidence: Guests welcomed warmly and courteously Cultural sensitivity observed while dealing with the guests Telephonic inquiries responded correctly Guest queries addressed promptly and effectively Dissatisfied guests handled courteously Critical Skills and Essential Knowledge: To demonstrate competence, evidence of skills and knowledge in the following areas is required Knowledge of: Correct procedures of greeting the guests Telephone handling procedures Complaint handling techniques Cultural sensitivity at work place All available products and services

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Ability to: Communicate correctly and clearly using native workplace language Demonstrate courtesy to the guests Respond to guest queries about the products and services Provide information about the products and services correctly Handle complaints politely and effectively Range: This unit is applicable to all employees dealing with guests in the hospitality organizations A4-Manage individual time This unit deals with the skills and knowledge required to manage and use time effectively and productively Performance Criteria: Manage time to complete the assigned work within the stipulated time frame Manage work load as required by the management Prioritize tasks in accordance with the importance of the tasks Meet the specified deadlines Handle the guests using effective time management Evidence: Time is managed effectively to complete the assigned tasks Tasks are prioritized Deadlines are met Guests handled effectively and efficiently Critical Skills and Essential Knowledge: To demonstrate competence, evidence of skills and knowledge in the following areas is required Knowledge of: Importance of time management Time management techniques Prioritization of tasks Ability to: Perform task in accordance with their priority Manage workloads in tight deadlines Handle guests allocating the appropriate time Range: This unit is applicable to all staff working in hospitality organizations A5- Work with colleagues This unit deals with the skills and knowledge required to work effectively with colleagues Performance Criteria: Communicate effectively with co-workers to support all work activities Work cooperatively and effectively in a team to ensure all tasks are completed timely Deal with team members in accordance with the workplace rules and regulation Evidence: Coordination with the team is demonstrated effectively Workload is managed in collaboration with the co-workers and colleagues
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Team members work is supported according to roles and work flow is maintained

Critical Skills and Essential Knowledge: To demonstrate competence, evidence of skills and knowledge in the following areas is required Knowledge of: Work place rules and regulations Working in teams Effective verbal and non-verbal communication in relation to listening; questioning; nonverbal communication understanding of teamwork principles

Ability to: Communicate effectively with colleagues Share workloads with colleagues in certain situations Observe workplace rules and regulations while working in team Range: This unit covers the standards of working with colleagues applicable to all workers in the hospitality organizations A6. Work in socially-diverse environment This unit deals with the skills and knowledge to demonstrate the cultural awareness that is required by all people working in the hospitality industry while serving customers and working with colleagues from diverse backgrounds. Performance Criteria: Deal with customers and colleagues from diverse backgrounds to identify and meet their needs Deal with cross-cultural misunderstandings sensitively with people coming from varying backgrounds Evidence: Cultural variances and requirements are assessed Sensitivity to social and cultural diversity demonstrated at the workplace Critical Skills and Essential Knowledge To demonstrate competence, evidence of skills and knowledge in the following areas is required Knowledge of: Principles that underpin cultural awareness The regions indigenous and non indigenous peoples culture Equal employment opportunity and anti-discrimination legislation as they apply to individual employees Ability to: Deal effectively with customers and colleagues from a broad range of backgrounds as required for the relevant job role Recognize different cultural groups in the society Deal effectively with various local and international tourist groups Range: This unit relates to staff while dealing with customers and colleagues coming from various social and cultural backgrounds.
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B-HOUSEKEEPING OPERATIONS
B-01 Set-up rooms for guests This unit deals with the skills and knowledge required by a housekeeper to identify various items i.e. linen, bedcovers, and other necessary equipments and placed on a trolley to proceed to clean and clear room, make up beds, clean wash rooms, store trolleys and equipments Performance Criteria: Load the trolley with items required to set up and prepare a guest room. It contains all the essential cleaning material, equipment and accessories required for cleaning operation Operate the trolley safely and gently, without producing noise and causing inconvenience to guests Access correct room and clean, clear and make beds Clean trolley and equipment and store these safely Evidence: Trolley is maintained and kept in order for safe and smooth operations Checklist of essential items for cleaning and clearing room maintained Room location is identified for quick responses Critical Skills and Essential Knowledge: To demonstrate competence, evidence of skills and knowledge in the following areas is required: Knowledge of: Room set up procedures Layout of rooms Types of rooms All items required to set-up a room Types of correct cleaning chemicals, equipment and procedures for cleaning various surfaces and materials The set standards of rooms standards in terms of presentation Ability to: Load trolley with all necessary items as per the occupancy list of guests Use all types of equipment to set up guest room Use all types of cleaning agents and chemicals Access rooms according to the occupancy list Make beds properly and set up tables Clean and clear the rooms according to given hygiene standards Store the trolleys and equipment Carry the trolley safely without causing inconvenience to the guests and observing safety rules Range: This unit relates to housekeepers working in hotel rooms. Due consideration is given to standard operating procedures, environmental regulations in the use of detergents and disinfectants and other occupational Health and Safety regulations. B2-Provide housekeeping services to guests This unit deals with the skills and knowledge required to provide a range of general housekeeping services to guests.

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Performance Criteria: Handle guest requests in a polite and friendly manner Confirm details of requests made in accordance with enterprise procedures Respond promptly where a request has arisen from breakdown in room service Agree on timelines for meeting requests Locate and deliver requested items promptly within agreed timeframes Collect Items for pick-up within agreed timeframes for requested equipment where appropriate Advise guests courteously on correct usage of equipment Report malfunctions promptly in accordance with enterprise procedures Make alternative arrangements where possible to meet guest needs Evidence: Guest requests handled in a polite and friendly manner Time management observed in meeting the guest requests Guests familiarized with use of different in-house equipments Malfunctioning of equipment reported promptly Critical Skills and Essential Knowledge: To demonstrate competence, evidence of skills and knowledge in the following areas is required: Knowledge of: Typical guest needs in terms of housekeeping services Typical housekeeping services and procedures Use and function of different equipments inside the guest room Enterprise standards for housekeeping services Reporting system in case of emergencies Ability to: Respond to the guest needs promptly Act in emergency situations as per the enterprise standards Use all types of housekeeping equipments used in the housekeeping operations Suggest guests on rooms and room equipment Range: This is applicable in the context of small hotels and restaurants and the housekeeper is supposed to know the use of standard hotel equipment and respond promptly to the guest needs

B-03 Launder linen and guests clothes

This unit deals with the skills and knowledge required to work in an on-premises laundering services in a hospitality operation Performance Criteria: Sort items correctly according to cleaning process required and delivery timelines Select laundry methods in accordance with textile labeling codes and based on fiber and fabric, dye fastness, amount of soil-age and washing instructions Check laundered items for stains and treat using the correct laundry process Use cleaning agents and chemicals in accordance with manufacturers instructions and specific laundering equipment Operate laundering equipment in accordance with manufacturers instructions Check items after the laundering process to ensure quality cleaning Record damages arising from the laundering process and notify appropriate person(s) in accordance with established procedures Apply pressing and finishing processes in accordance with textile characteristics and client
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requirements Pack guests laundered clothes and present it in accordance with established standards and procedures Return finished items to guest in accordance with required timeframe Store processed guest laundered clothes where required, according to guest requests, or where returning to guests is not possible

Evidence: Laundered items collected, recoded, labeled for identification and sorted according to required washing method Laundered items checked for stains and treated using the correct laundry process Cleaning agents and chemicals used in accordance with manufacturers instructions and specific laundering equipment Laundry machine operated and washed clothes inspected for quality of washing Laundered clothes are pressed and packed for delivery back to clients and properly stocked in case of non-delivery Damages arising from the laundering process reported and notified to the appropriate person in accordance with established procedures Pressing and finishing processes applied in accordance with textile characteristics and client requirements Guests laundered clothes packed and presented in accordance with established standards and procedures Finished items delivered to the guest in accordance with required timeframe Laundered clothes of guests store where required, according to guest requests, or where returning to guests was not possible Critical Skills and Essential Knowledge: To demonstrate competence, evidence of skills and knowledge in the following areas is required: Knowledge of: Types of fabric and laundry equipment Laundry and dry cleaning labels on clothing Key laundry terms Common laundry issues during the laundering process Safety practices Hygiene, health and safety issues in laundry operations Ability to: Launder clothes Operate laundry equipment Package and present guest laundry Store laundry items and maintain record Range: These are applicable to hotel & restaurant context for commercial laundering services rendered to guests and the laundry person is supposed to be able to do all the activities in the process from collecting to delivering back to the clients. B4- Keep liaison with security staff to keep safety and control equipment operational This unit deals with the skills and knowledge required by a housekeeper to be prepared to cope with accidents, fire hazards, safe evacuation of personnel, keep watch and report pilferage and sabotage activities.
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Performance Criteria: Remain alert and inform security staff in the event of an untoward incident Coordinate with the security department to keep the firefighting equipment functional and updated Record basic information about mishaps and make reports immediately Investigate mishaps and report calmly and correctly Maintain and produce safety, security and pilferage lapses record Mark various locations, exit/entry points, out of bound areas along with clear warning signs Dispose of hazardous waste in an environmentally-friendly manner Evidence: Security staff informed in the event of an untoward incident Security department coordinated to keep the firefighting equipment functional and updated Information about mishaps recorded and report prepared Mishaps and accidents investigated as per the policy and procedure of the enterprise Safety, security and pilferage lapses recorded in line with procedures Various locations, exit/entry points, out of bound areas along with clear warning signs marked Hazardous waste disposed off in an environmentally-friendly manner Critical Skills and Essential Knowledge: To demonstrate competence, evidence of skills and knowledge in the following areas is required: Knowledge of: Different firefighting techniques, and use of equipments Fire exit plan of the hotel/restaurant along with pictorial posters First aid procedures for burns, injuries and strokes Techniques for hazards and hazardous materials Inventory management of supply store Reporting techniques for observing suspicious behaviors and attitudes of visitors, guests and employees Procedures for handling equipment and heavy objects Contact numbers of fire brigade, emergency/ rescue; ambulance and location of nearest hospitals Ability to: Identify and report faulty equipment, clear labels on cleaning material bottles/boxes, lose electric wires and connections Manage inventory of housekeeping stores, equipment and material to guard pilferage and wastages Dispose of hazardous material and waste Respond promptly in the event of fire following the established standards Raise the alarm, vacate, close doors and windows and switch off power supply without creating any chaos Guide guests to the assembly point Keep the rooms, stores and other areas locked Observe strictly key box opening/closing procedures Ensure inflammable material is not accumulated and is disposed off regularly Ensure lost and found function for winning the confidence/satisfaction of guests and co- workers Range: This unit covers the work of a housekeeping supervisor who is supposed to develop layout plan for security in a hotel and restaurant context and deploy security staff at important points and install different security equipment i.e. walk through gates at entry, luggage scanner, metal detectors, reflecting mirrors at car parking, alarms and fire extinguishing equipments etc.
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B5- Clean Service public areas/premises

This unit deals with the skills and knowledge required for cleaning the premises. It includes selecting and setting up of cleaning equipment and materials, cleaning dry and wet areas in an efficient, hygienic, systematic and safe manner, maintaining and storing cleaning equipment and materials. Performance Criteria: Keep reception, lounge, restaurant, bar, banquet room, conference and meeting rooms, lifts, corridors, stairs, cloakrooms/restrooms/toilets well-maintained, neat and clean Keep floors, carpets, windows, glasses spotlessly clean Look after plants and flowers properly Keep cleaning tools and equipment in working order Evidence: Areas of guest engagement and utilization are kept neat, clean and in hygienic conditions Carpets, window glasses and all upholstery are cleaned Environment friendly detergents are used Flower & pots and other plants are well looked after Tools & equipment for cleaning are kept in working order Critical Skills and Essential Knowledge: To demonstrate competence, evidence of skills and knowledge in the following areas is required: Knowledge of: Identification and use of tools and equipments for cleaning Appropriate detergents (dry and wet) and other material for cleaning Techniques to avoid disturbance to the guests and colleagues while working Environmental impact of various types of cleaning agents Ability to: Use different tools and equipment for cleaning and apply correct techniques for cleaning and waste disposal Use appropriate neutral detergents, vinegar and water for less dirty glass and avoid smears on mirrors Clean dry and wet areas while using lint free cloth, squeegees for larger areas to avoid floor splashes and chamois leather with water is used for hassle free and professional cleaning Dispose garbage and used chemicals in accordance with hygiene, safety and environmental legislation requirements Avoid disturbance to the guests during cleaning operations Replenish supplies in common toilets Check plants/flowers daily and top up with water, remove dead or wilting flowers and leaves Dust and polish leaves of plants Wipe exterior of plant holder Arrange furniture correctly in the public area, plump up cushions ,level up pictures and set straight lampshades Properly store cleaning equipment and material Range: This unit is applicable to hotels and restaurants and pertains to supervisory level employees. It includes ensuring and supervising the use of different tools and equipments for cleaning, clearing and maintaining areas guest and public areas

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C-FOOD AND BEVERAGE SERVICE OPERATIONS C1. Maintain/ keep updated information on F and B menus and packages
This unit relates to the skills and knowledge a person engaged in serving food and beverage needs to update his/her knowledge about the menus and packages being offered by contemporary hotels and restaurants, to have thorough information about the different menus offered by his hotel/restaurant at the same time. Performance Criteria: Conduct research to get general information on food and beverage services offered by various hotel/restaurants Keep updated information about food and beverages Explain the menu to the guests and check the inventory status of the day with the kitchen department Evidence: All menu items both in food and beverage explained Current and relevant information food and beverage updated and maintained Inventory checked with the kitchen for availability of items on menu and check list made available Research on menus offered by competitor hotel/restaurants conducted and documented Critical Skills and Essential Knowledge: To demonstrate competence, evidence of skills and knowledge in the following areas is required: Knowledge of: Guest needs Knowledge on chinaware, glassware and cutlery required for different types of food and beverage services Specific food safety issues for different types of foods The menu offered by various competitors The menu of the restaurant Cultural and dietary issues and options Traditional combinations of foods and beverages Vegetarian needs Halal/ Muslim food Ability to: Explain menu without reference Research general information on food and beverage services Update and maintain current and relevant knowledge on food and beverage Range: This unit relates to work in a hotel and restaurant context. This does not include airline cabin service or hospital dietary services.

C02- Arrange pantry area, prepare crockery and lay-out tables

This unit deals with the skills and knowledge required by a person engaged in serving food and beverage to work in the pantry area, arrange the mise-en-place (basic preparations for service), set up the restaurant and lay-out tables for the guests.

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Performance Criteria: Organize and manage pantry area in accordance with the requirements of the restaurant Polish glassware and chinaware Setup tables Manage stock inventory in accordance with the requirements of the restaurant operations

Evidence: Pantry area is organized and managed Glassware and chinaware are polished Tables set-up is done according to the requirements Stock inventory is managed

Critical Skills and Essential Knowledge: To demonstrate competence, evidence of skills and knowledge in the following areas is required: Knowledge of: Available crockery stock(china ware, glassware, silver ware) and restaurant linen Polishing techniques of silverwares and washing / cleaning of glassware and chinaware Different table set up and patterns Folding techniques for napkins Stock inventory procedures

Ability to: Organize the pantry area Polish glassware, silverware Wipe plates and chinaware Arrange layout of tables and chairs Place table cloth and fold napkins in different patterns Place center set up on table Layout basic table set up, extended set up and banquet set up Maintain inventory of operating equipment Ranges: This unit is applicable to a hotel and restaurant context and by Food &Beverage service employee.

C03- Take orders

This unit deals with the skills and knowledge required for an order taker/waiter in food and beverages operations. Performance criteria: Approach the guest from right side Serve water and present the menu to the guest Take order from the guests as per the standard sequence i. e. kids, women and men Reconfirm order with guest Inform the guest as to the time for serving food and beverages Communicate order to the kitchen expeditor and the cashier

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Evidence: Approached the guest from the right side to take order Water served and menu presented to the guest Order taken from the guest as per the standard sequence i. e. kids, women and men Reconfirmed the order with the guest Order communicated to the kitchen expeditor and the cashier The guest informed as to the time for serving food and beverages

Critical Skills and Essential Knowledge: To demonstrate competence, evidence of skills and knowledge in the following areas is required: Knowledge of: How to approach the guest Order taking sequence, techniques and procedures Menu and its inventory with the kitchen department Accompaniments and condiments

Ability to: Approach the guests promptly Serve water and explain the menu to the guest Take order in sequence using Kitchen Order Taking (KOT) book Pass on KOT to the cashier and the kitchen expeditor with necessary and special instructions, if any Maintain the run-out status of menu Follow up with the kitchen staff for timely service of the food & beverage Range: This unit applies to a person working in food and beverage services operations in a hotel and restaurant.

C04- Serve food and beverages

This unit deals with the skills and knowledge required for a waiter to serve food and beverages. Performance Criteria: Place the appropriate chinaware, glassware and silverware as per the order taken Pick up the food from the expeditors station Approach the guest from the right side Serve the food and beverages

Evidence: Appropriate chinaware, glassware and silverware placed at the table as per the order taken Food picked up from the expeditors station The guest was approached from the right side Food and beverages served

Critical skills and essential knowledge: To demonstrate competence, evidence of skills and knowledge in the following areas is required:

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Knowledge of: Guest needs in the context of order taken Sequence of service Chinaware, glassware and silverware according to the order taken Food and beverage service styles and types of menus Table set-ups for different types of service styles

Ability to: Carry tray for serving the food & beverages Serve food and beverage courteously in accordance with established standards and hygiene requirements and as per sequence of order taken Interact positively with guest during the meals to identify his further needs provide Information to customers to check further requirements and satisfy their needs Range This unit covers food and beverage service in the dining area of small, medium and large sized hotel, restaurant, cafs using the standard procedures of services.

C-05 Close the tables

This unit deals with the skills and knowledge required to perform the duties to close the tables in a restaurant and includes coordinating with the cashier for settlement of payment, reconciliation with customer, sending off the guest and clearing the table for next set up. Performance Criteria: Check with the guest if he has finished the meal Coordinate with the cashier to get the check prepared Present the check to the guest Settle the check Bid goodbye to guests courteously from the restaurant/dining area Re-set table for the next reservations

Evidence Checked with the guest if he had finished the meal Coordinated with the cashier to get the check prepared The check presented to the guest The check settled The guests seen off courteously from the restaurant/dining area The table re-set for the next reservations

Critical skills and essential knowledge: To demonstrate competence, evidence of skills and knowledge in the following areas is required: Knowledge of: Standard procedure for settlement of guest check Handling guest at the time of his departure Standard procedure for table clearance

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Ability to: Range: This unit covers settling and processing the payment, seeing off the guest and re-setting the table for next service using standard procedure along with evaluation of the service rendered for further improvements. This is applicable to small and medium type of restaurants, hotels and caf. Settle guest check through cashier Get the comments card filled by the guest on departure Re-set table for the next service in accordance with procedures and requirements

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D-FOOD PRODUCTION (COOKING) D-01 Organize the kitchen and production line
This unit deals with the skills and knowledge required to competently organize and prepare a variety of foods in the kitchen for hospitality or catering operation. Performance Criteria: Inspect the equipment and exhaust system Check fridge, freezers, microwaves, salamander, bain marie for kitchen operations Collect and arrange the utensils for the kitchen operations Identify, assemble and prepare ingredients for the menu in line with standardized recipe cards Wash and sanitize vegetables and fruits

Evidence: The equipment and exhaust system inspected Fridge, freezers, microwaves, salamander, bain marie for kitchen operations checked The utensils for the kitchen operations arranged and collected Ingredients for the menu in line with standardized recipe cards identified, assembled and prepared Vegetables and fruits washed and sanitized

Knowledge of: The name of each equipment in the kitchen The use of the kitchen equipment Opening and closing of the exhaust system The specific use of each kitchen utensil Each ingredient as per the standardized recipes The importance of cleaning and sanitizing the vegetables and fruits

Ability to: Range This unit relates to work in restaurant and specifically covers the use of all kitchen equipment and tools and maintaining them, processing and organizing ingredients for different menus and achieving efficiency in food preparation. Operate the kitchen equipment and exhaust system Monitor the functioning of the electric appliances such as fridge, walk-in freezer, visi-cooler, microwave etc. Use the food ingredients as per the standardized recipes Wash and sanitize the root vegetables and fruits according to the standardized method

D02: Workout the unit cost and fix price of the menu
This unit deals with the skills and knowledge required to work out the unit pricing which includes costing of different menu items Performance criteria: Prepare the recipe card according to the menu
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Conduct yield test Prepare list for comparison of menu price with the competitors

Evidence: The recipe card prepared according to the menu Yield test conducted List for comparison of menu price with the competitors prepared Knowledge of: Menu pricing formula Developing recipes Menus offered by the competitors Ability to: Work out the menu costing Preparing price comparisons with the competitors Range This unit relates to designing a menu along with working out its cost and fixing the prices of various dishes in a menu. It also covers the calculation of profit in each dish.

D03: Demonstrate knife skills to cut fruit, vegetable and meat

This unit deals with the skills and knowledge of the use of different kinds of knives for fruit, vegetable and meat

Performance criteria:
Select and use the correct chopping board for fruit, vegetable and meat Sharpen knives according to set method and technique Select and use knife for various cutting methods

Evidence: Correct chopping board for fruit, vegetable and meat selected and used Sharpen knives according to set method and technique Select and use knife for various cutting methods

Knowledge of: Various types with names of knives Safe handling of knife while using it in the kitchen Sharpening the knives

Ability to: Range This unit relates to cutting of fruits vegetables and meat in a commercial kitchen and covers the use of all types of knives Use various types of knives for different types of cutting Sharpen the knife Sanitize and keep the knives after use

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D04: Apply cooking methods and techniques

This unit deals with the skills and knowledge required for demonstrating different cooking methods Performance criteria: Set up appropriate equipment and utensils for the cooking operations Collect and use ingredients for a certain dish Use different cooking methods according to the menu

Evidence: Appropriate equipment and utensils for the cooking operations set up Ingredients for a certain dish collected and used Different cooking methods used according to the menu

Knowledge of: 1. 2. 3. 4. Various cooking methods and techniques Various utensils for different types of cooking methods and techniques Equipment for different types of cooking methods and techniques Direct heat and indirect heat

Ability to: 1. Set up the various cooking methods with various utensils and equipments 2. Collect and use ingredients for a certain dish with right cooking method Range This unit relates of all types of cooking methods and techniques in a commercial food production operation.

D05: Prepare garnishes

This unit deals with the skills and knowledge for preparation of garnishes using vegetables and fruits Performance criteria: 1. 2. 3. 4. Wash the fruit and vegetables according to the set standards Prepare the garnishes according to the recipe card Use garnishes as per the recipe card Preserve garnishes in ice tub

Evidence: 1. 2. 3. 4. Fruit and vegetables washed according to the set standards Garnishes prepared according to the recipe card Garnishes used as per the recipe card Garnishes preserved in ice tub

Knowledge of: Selecting the fruit and vegetable for garnishes according to the season Preservation methods of garnishes Presentation techniques for garnishes

Ability to: Control wastage while preparing the garnishes

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 Range

Prepare and preserve garnishes Maintain the set standard of garnishes

This unit relates to the preparation of garnishes in various kinds of food production in a commercial kitchen.

D06: Prepare stocks, soup and sauces

This unit deals with the skills and knowledge required to prepare stocks, soups and sauces Performance criteria: Select the right ingredients for preparing stocks, sauces and soups Prepare stocks, sauces and soups according to the standardized recipe Store and preserve the sauces, stocks and soups Labeling/ dating the stocks, sauces and soups mentioning the time frame

Evidence: Right ingredients selected for preparing stocks, sauces and soups Stocks, sauces and soups prepared according to the standardized recipe Sauces, stocks and soups stored and preserved The stocks, sauces and soups labeled with dates and time frame

Knowledge of: Preparing stocks, sauces and soups with right selection of ingredients Recipe card related to the preparation of stock sauces and soups Storage and preservation method First-in-first-out (FIFO) and Last-in-First-out(LIFO) related to cold storage Ability to: Prepare stocks, sauces and soups within standard time frame Select and the right ingredients for the preparation of stocks, sauces and soups Range This unit applies to hotel and restaurant kitchen encompassing the different type of stocks soups, sauces and gravies to present them with correct order, while observing hygiene and safety regulations

D07: Prepare appetizers and salads

The unit deals with the skills and knowledge required to prepare and present salads, starters/ appetizers and desserts Performance criteria: Prepare a variety of salads & dressings and appetizers from different set recipes Present appetizers and salads for a la carte and buffet Store salads and appetizers according to the right standards and temperature Control waste effectively Evidence: A variety of salads & dressings and appetizers prepared from different set recipes Appetizers and salads presented for a la carte and buffet Salads and appetizers stored according to the right standards and temperature

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Waste controlled effectively

Knowledge of: Preparing the variety of salad, dressings and appetizer as per standardized recipe Controlling the wastage of ingredients Storage at standardized temperature Presenting the appetizer and salad display for buffet Ability to: Present salads and appetizers according to the standardized recipes Prepare appetizers and salads for a la carte, set menu and buffet Prepare the salads and appetizers at standard food cost. Store salad and appetizer in walk-in fridge at standard temperature Control food waste effectively Range This unit relates to a standard kitchen in a hotel or restaurant. It requires a cook to demonstrate to preparation of salads and appetizers to the taste of customers and prepared mostly from fresh local ingredients. The cook has to take good care of the local cultural norms and traditions.

D08: Prepare Pakistani cuisine

This unit deals with the skills and knowledge required to prepare Pakistani Cuisine Performance criteria: Prepare and display a range of Pakistani dishes Follow the standardized recipes Prepare food for ala carte and buffet operations Achieve the set standards of taste, aroma, flavor and presentation with consistency Store the food items to minimize food spoilage and wastage Evidence: A range of Pakistani dishes prepared and displayed The standardized recipes followed Food for ala carte and buffet operations prepared The set standards of taste, aroma, flavor and presentation achieved with consistency The food items to stored minimize food spoilage and wastage

Knowledge of: Recipes of Pakistani dishes Ingredients used in the Pakistani Cuisine A la carte and buffet operations Ability to: Achieve the set standards of taste aroma, flavour and presentation Meet special requests of the guests Range This unit relates to the preparation of Pakistani cuisine in a kitchen.

D09: Prepare sandwiches (Hot and Cold) and burgers

This unit deals with the skills and knowledge to prepare a variety of sandwiches and burgers

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Performance criteria: Prepare and present different types of sandwiches using different types of breads and fillings Prepare and present cold and hot sandwiches with the right presentation and temperature Cut and display sandwiches, hot and cold, according to the customer needs Evidence: Prepare and present different types of sandwiches using different types of breads and fillings Prepare and present cold and hot sandwiches with the right presentation and temperature Cut and display sandwiches, hot and cold, according to the customer needs Knowledge of: A wide range of burgers and sandwiches The recipes of the burgers and sandwiches Presentation of the burgers and sandwiches Ability to: Prepare a wide range of burgers and sandwiches Prepare the cold and hot sandwiches with right temperature and taste Cut and display hot and cold sandwiches according to the customer needs Range This unit relates to the fast food preparation in a commercial food production operation.

D10: Prepare continental food

This unit deals with the skills and knowledge required for preparation of Continental Food according to the specific recipes of continental cuisine Performance criteria: Prepare and display a range of continental dishes Follow the standardized recipes Prepare food for ala carte and buffet operations Achieve the set standards of taste, aroma, flavour and presentation with consistency Store the food items to minimize food spoilage and wastage Evidence: A range of continental dishes prepared and displayed Standardized recipes followed Food for ala carte and buffet operations prepared The set standards of taste, aroma, flavor and presentation achieved with consistency The food items stored to minimize food spoilage and wastage Knowledge of: Recipes of continental dishes Ingredients used in the continental food A la carte and buffet operations Ability to: Achieve the set standards of taste aroma, flavor and presentation Meet special requests of the guests Range This unit relates to the continental section of the commercial kitchen covering the range of dishes in a particular menu.
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D11: Prepare Chinese dishes

This unit deals with the skills and knowledge required to prepare Chinese dishes Performance criteria: Prepare and display a range of Chinese dishes Follow the standardized recipes of Chinese dishes Prepare Chinese food for ala carte and buffet operations Achieve the set standards of taste, aroma, flavour and presentation of Chinese food with consistency Store the food items to minimize food spoilage and wastage Evidence: A range of Chinese dishes prepared and displayed The standardized recipes of Chinese dishes followed Chinese food for ala carte and buffet operations prepared Achieve The set standards of taste, aroma, flavour and presentation of Chinese food achieved with consistency The food items stored to minimize food spoilage and wastage Knowledge of: Recipes of Chinese dishes Ingredients used in the Chinese Cuisine A la carte and buffet operations Ability to: Achieve the set standards of taste aroma, flavour and presentation Meet special requests of the guests Range This unit relates to the preparation of Chinese food in a commercial kitchen.

D12: Manage minimum quality standards of raw materials at the receiving

This unit deals with the skills and knowledge required to maintain minimum standards of the quality of raw materials at the receiving area Performance criteria: Prepare market list according to the kitchen demand Visit the market with the vendor to check the availability of perishable and non-perishable items Receive the material from the vendor according to the set quality, standard and temperature Evidence: Market list prepared according to the kitchen demand The market visited with the vendor to check the availability of perishable and non-perishable items The material received from the vendors according to the set quality, standard and temperature Knowledge of: The ingredients which are needed in kitchen operations Daily market perishable and non-perishable items Quality standards and control procedures Ability to: Prepare the market list according to the kitchen demand Conduct market survey for rate comparison Inspect and evaluate the quality of the ingredients at the receiving area

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Range This unit relates to the quality control at the receiving area of a commercial food service operation. It covers the entire process from receiving to storing of the food ingredients.

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E-FRONT OFFICE OPERATIONS

E-01-Follow the system of the Front Office department
This unit deals with the ability to understand and carry out the systems of the front office department Performance Criteria: Check reports and memos issued form different departments of the hotel Follow the policy & procedures Deal with guests Inventory and requisition front desk supplies Complete and turn in the shift checklist Respond to situation requiring fist aid Respond to Emergency alarms Evidence: 1. Reports and memos issued form different departments of the hotel checked 2. The policy & procedures followed 3. The guests welcomed and looked after 4. Front desk supplies inventory maintained 5. The shift checklist completed and turned in 6. The situation requiring fist aid responded 7. Emergency alarms responded Critical Skills and Essential Knowledge: To demonstrate competence, evidence of skills and knowledge in the following areas is required: Knowledge of: 1. Reporting system of front office department 2. Front office policies and procedures 3. Front office supplies 4. First aid and emergency alarm system Ability to: 1. Read and respond to reports pertaining to the front office procedures 2. Implement the policies and procedures of the front office 3. Handle guests 4. Maintain and requisition front desk supplies 5. Complete the shift checklist 6. Provide first aid and respond to the emergency situation Range This unit covers the ability and knowledge of a front office employee in hotels of various sizes and categories.

E-02 Maintain the room inventory

This unit deals with the ability to maintain and manage rooms inventory and reports Performance criteria: 1. Maintain the property fact sheet 2. Check availability report 3. Coordinate the housekeeping department for room status Evidence: The property fact sheet maintained
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Availability report checked Coordination with the housekeeping department done to maintain room status

Critical Skills and Essential Knowledge: To demonstrate competence, evidence of skills and knowledge in the following areas is required: Knowledge of: The number and types of rooms Availability report Room status at any given time Ability to: Maintain the property fact sheet Prepare the availability report Coordinate the housekeeping department to check room status Range This unit covers the knowledge and ability for a front office employees working in all types of hotels.

E-03 Use the Front Office equipment

This unit deals with the effective and efficient use of front office equipment during the operation of front office department Performance criteria: Use the front desk computer system Use the front desk printers Use the front desk telephone system Use the facsimile machine Use the photocopy machine Evidence: The front desk computer system used The front desk printers used The front desk telephone system used The facsimile machine used The photocopy machine used Critical Skills and Essential Knowledge: To demonstrate competence, evidence of skills and knowledge in the following areas is required: Knowledge of: Front desk computer system Printers use at the front desk Telephone system Facsimile machine Photocopying machine Ability to: Use the front desk computer system Use the printers Use the telephone system Use the facsimile machine
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Use the photocopying machine

Range This unit covers the theatrical as well as the practical knowledge of the front office equipment for an employee to work efficiently. This knowledge is applicable in all types of hotels.

E 04 Handle reservations and implement check in procedures

This unit deals with the handling of reservations system, taking reservations and implementing the check in procedures at the front office. Performance criteria: Organize the front office and prepare for check ins Use the front office log book Prepare and use an arrival list Block and unblock rooms Set up pre-registrations Begin guest check in Establish the payment methods during the check in Secure authorization for credit cards Issue and control guest room keys Finish guest check in Evidence: The front office organized and prepared for check ins The front office log book used The arrival list prepared and used Rooms blocked and unblocked Pre-registrations set up Guest check in began The payment methods established during the check in Authorization secured for credit cards Guest room keys issue and controlled Guest check in finished Critical Skills and Essential Knowledge: To demonstrate competence, evidence of skills and knowledge in the following areas is required: Knowledge of: Front office operations and check in process Use of the front office log book Arrival list preparation Room blocking Pre-registrations procedures Guest check in process and procedures Establish the payment methods during the check in Credit cards charging system Guest room keys control system Ability to: Perform check in process Furnish the details in the front office log book Prepare the arrival list Blocking and unblock rooms
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Perform pre-registrations procedures Use the credit cards

Range This unit covers the knowledge and skills for a front office employee to perform the front office procedures from guest list to the check in process which is applicable in all types of small and big hotels.

E-05 Provide effective guest service:

This unit deals with the skills and knowledge required by a hotel front desk staff to anticipate and respond to the needs and requirements of customers. Performance Criteria: Pre-register and check in group arrivals Show rooms to potential guests Use a waiting list when the rooms are not ready Relocate guests in sold out situations Process room changes Process safe-deposit box transactions for guests Prepare a cash only report for outlets Run a follow up on credit check reports Process guest mail, packages, and faxes Maintain a guest information directory Help guests with special requests Respond to questions about services and events Handle guest service problems Post guest charges and payments Follow guest privacy and security measures Process Wake up calls Evidence: Group arrivals pre-registered and checked in Rooms showed to the potential guests A waiting list used in the event of unavailability of ready rooms Guests re-located in sold out situations Room changes processed Safe-deposit box transactions for guests processed A cash only report prepared for outlets Follow up on credit check reports prepared Guest mail, packages, and faxes processed A guest information directory maintained Guests with special requests looked after Questions about services and events responded Guest service problems handled Guest charges and payments posted Guest privacy and security measures followed Wake up calls processed Critical Skills and Essential Knowledge: To demonstrate competence, evidence of skills and knowledge in the following areas is required: Knowledge of: Group registration, arrival and check in procedures
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Room types and their location Available properties in order for relocating the guests in sold out situations Allocation procedure of safe-deposit box for guests The process for guest mail, packages, and faxes The guest information directory Special guest requests Services and events at the property

Ability to: Handle group check ins Sell rooms to potential guests Prepare and use a waiting list when the rooms are not ready Handle guests in sold out situations Process room changes Process safe-deposit box transactions for guests Prepare a cash only report for outlets Run a follow up on credit check reports Process guest mail, packages, and faxes Maintain a guest information directory Help guests with special requests Respond to questions about services and events Handle guest complaints Post guest charges and payments Follow guest privacy and security measures Process wake up calls Range This unit of competency covers the knowledge and skills required for a front desk employee to provide effective and efficient guest services all types of hotels.

E-06 Implement check out procedures

This unit deals with the guest check out process and procedures at the front office Performance criteria: Process guest check out at the desk Adjust disputed guest charges Transfer allowable guest charges Process automatic check outs Handle late guest check outs Process late charges Evidence: Guest check out processed at the desk Disputed guest charges adjusted Allowable guest charges transferred Automatic check outs processed Late guest check outs handled Late charges processed Critical Skills and Essential Knowledge: To demonstrate competence, evidence of skills and knowledge in the following areas is required:

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Knowledge of: Guest check out procedures Disputed guest charges Automatic check outs procedures Late guest check outs procedures Policy and procedures of check out late charges Ability to: Process guest check out Adjust disputed guest charges Transfer allowable guest charges Process automatic check outs Handle late guest check outs Process late checkout charges Range This unit covers the range of skills and knowledge which is required by the front office employee to be able to perform the checkout procedures applicable in all types of hotels.

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F. SUPERVISION & MANAGEMENT FUNCTIONS F-01Manage Admin & Finance

This unit covers the skills and knowledge required to manage services and provide facilities to staff including transport, inventory of supplies and maintaining employee and company accounts. Performance Criteria: Manage inventory of all the supplies required in the hospitality operations Monitor time-keeping for all employees Provide timely and safe transport facilities to guests and staff members Maintain log books and rosters for staff attendance Maintain employee and company accounts Manage salaries, reimbursements, advance payments to employees and vendors Arrange safety and security for guests and employees Evidence: Inventory of all the supplies required in the hospitality operations managed Time-keeping for all employees monitored Timely and safe transport facilities provided to guests and staff members Log books and rosters for staff attendance maintained Employee and company accounts maintained Salaries, reimbursements, advance payments to employees and vendors managed Safety and security for guests and employees managed Critical skills and essential knowledge: To demonstrate competence, evidence of skills and knowledge in the following areas is required. Knowledge of: Inventory system of supplies required in the hospitality operations Time keeping system for all employees Transport facilities management for guests and staff members Accounts management of the employees and company accounts Safety and security procedures and policies Ability to: Maintain inventory system of supplies required in the hospitality operations Manage time keeping system for all employees Handle transport facilities for guests and staff members Accounts management of the employees and company accounts Implement safety and security procedures and policies Range This covers the knowledge and ability for the administration and accounts staff working in a commercial hospitality operations.

F-02 Manage Human Resources

This unit deals with the skills and knowledge required for hiring staff and covers identification of the need for recruitment, and process of selection of the right person for the right job Performance criteria: Comply with HR policies Update job descriptions
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Participate in recruiting of staff Conduct interviews Recommend termination process Comply with labor laws

Evidence: HR policies complied with Job descriptions updated Participated in recruiting of staff Interviews conducted Termination process recommended Labor laws implemented at the workplace Critical skills and essential knowledge: To demonstrate competence, evidence of skills and knowledge in the following areas is required. Knowledge of: HR policies Job of various employees at all levels of the organization The need of human resource Process and procedures of making interviews The termination process Labor laws in force Ability to: Implement HR policies of the organization Develop Job descriptions of various employees at all levels of the organization Conduct interviews and recruit staff Implement the termination process and procedures as per the policy of the organization Implement the labor laws in force Range This unit covers the knowledge and ability of a human resource office personnel required to participate in making HR policies and their implementation in all types of hospitality operations.

F-03 Conduct Night Audit

This unit deals with the skills and knowledge required to check and reconcile daily financial transactions and records, and produce reports relating to operations and revenue. Performance Criteria: Check records of all financial transactions following the standards procedures Prepare updates regarding room occupancy from manual file records or from computerized systems Identify and rectify discrepancies in financial transactions in accordance with established standards Explain the impacts of night audit process on overall financial management Evidence: Check Records of all financial transactions checked in accordance with the standard procedures Updates regarding room occupancy prepared from manual file records or from computerized systems Discrepancies in financial transactions identified and rectified in accordance with established standards Impacts of night audit process on overall financial management explained
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Critical Skills and Essential Knowledge To demonstrate competence, evidence of skills and knowledge in the following areas is required. Knowledge of: Financial reporting cycles and procedures in a front office operations Typical financial control processes and procedures as they apply to front office operations The importance of financial audit and reporting processes in the financial management Accounting and auditing procedures Ability to: Identify and rectify typical variances and discrepancies in financial transactions Audit transactions from several operating periods Produce night audit reports

Range
This unit covers the knowledge and skills required for a night auditor to conduct night audit in all types of hotel operations.

F-04 Provide Club Reception Services

This unit deals with the skills and knowledge required to offer reception services within a licensed club environment. This focuses on the delivery of quality customer service, with underpinning knowledge on club procedures. Performance Criteria: Process membership according to the established procedures Explain procedures to acquire club membership and other club rules Respond to enquiries and explain the clubs facilities and services Monitor entry to club according to established standards Check membership badges/cards upon entry to the club Assist guests to sign in accordance with the prescribed standards Ensure that members and guests comply with dress code Evidence Membership processed according to the established procedures Procedures explained to acquire club membership and other club rules Enquiries responded as to the clubs facilities and services Entry to club monitored according to established standards Membership badges/cards checked upon entry to the club Guests assisted to sign in as per the prescribed standards Comply with dress code of members ensured Critical Skills and Essential Knowledge To demonstrate competence, evidence of skills and knowledge in the following areas is required: Knowledge of: Club membership rules and regulations Process of the membership Clubs facilities and services Ability to: Process membership according to the established procedures Respond to queries for clubs facilities and services
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Check membership badges/cards upon entry to the club Assist guests to sign in as per the prescribed standards Ensure compliance of the dress code of members

Range
This unit relates to the work of a front office employee where club services are offered in hotels. The unit covers the knowledge and ability of an employee to process club memberships, inform customers about different services available at the club, and maintain membership records and to maintain awareness of the current club guidelines, policies and procedure.

F-05 Provide Porter Services

This unit deals with the skills and knowledge required to provide bell or concierge services for guest arrivals and departures, handling guest luggage and responding to requests for bell desk services. Performance Criteria Provide luggage services for guest on arrivals and departures Welcome guests promptly on arrival and direct them to the appropriate area for registration Collect and transport guest luggage safely Escort guests to rooms Evidence Luggage services for guest on arrivals and departures provided Guests promptly welcomed on arrival and directed to the appropriate area for registration Guest luggage collected and safely transported to the room Guests escorted to the rooms Critical Skills and Essential Knowledge To demonstrate competence, evidence of skills and knowledge in the following areas is required: Knowledge of: Arrival details of guests Procedures for the movement of guest luggage Luggage storage systems Ability to: Handle luggage safely Use luggage storage systems Escort guests to the room and explain use of room equipment Range This unit relates to the work of a front office employee working at the bell desk who is in close liaison with housekeeping staff of the hotel for safe and secured handling of the guest luggage.

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