CERTIFCATE COURSE IN BASIC FOOD & BEVERAGE SERVICE

SKILLS
CURRICULUM/SYLLABUS
This program is aimed at training candidates for the job of a “Steward”, in the “Tourism and Hospitality”
Sector/Industry and aims at building the following key competencies amongst the learner

1. To demonstrate how to plan and prepare To give a positive impression of oneself and the
for serving food & beverages. organization
2. To greet customer, take orders and serve To work effectively with others
food & beverages
3. To clean tables and counters after To maintain safe, hygienic and secure environment
customers are finished with dining
4. To deal with customer payment
5. To resolve customer service issues

This course encompasses 8 out of 8 National Occupational Standards (NOS) of “Food & Beverage Service -
Steward” Qualification Pack issued by “Tourism and Hospitality Skill Council”.

S. Topic/Module Duration Key Learning Outcomes Corresponding

No (in Hours) NOS Code

1. Introduction to  Introduction to the Sector and subsectors

Food & Beverage  Introduction to the trade
Service  Importance and role of a Food & Beverage
Steward
2. Plan and prepare Identify the service area and resources THC/ N 0301
for serving food required
and beverages  Check assigned service area as per duty
roster
 Check the pre-bookings for the areas
assigned
 Inspect the area for the cleaning and laying
the table
Food service areas may include:
 customer dining areas
 sideboards/side tables/trolleys
/counters
 service preparation areas
 Assess requirement of resources viz.
tableware, cutlery
 Identify workplace procedures for serving
food and beverage

Prepare the service Area

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 Check that service areas are hygienic, clean,
free from damage and ready for use in line
with service style
 Check that service equipment is clean,
functional, free from damage, located
 where it should be and switched on ready
for use
 Set up furniture in accordance with
standard operating procedures, bookings,
 customer requests and customer/staff
convenience and safety
 Check that sufficient stock of service items
are clean, free from damage and stored
ready for service
 Check availability of condiments and
accompaniments ready for service and
 store them safely
 Check that refuse and waste food
containers are hygienic, empty and ready
for use
 Standard
Plan and prepare for serving food and
beverages
 Check dining furniture, table linen and table
items are clean and undamaged
 Arrange restaurant furniture according to
the food service operation
 Check the menus & promotional items and
ensure that they contain accurate
 information and are ready for customer use
 Comply with industry requirements in
relation to standard of dress and personal
hygiene
 Lay out tables/counters according to the
outlet’s procedures
 Dispose of broken and cracked items and
other waste in accordance with standard
operating procedures and environmental
considerations
 Prepare a suitable range of decorations,
coasters and edible and non-edible
 garnishes and stock, in accordance with
standard operating procedures
 Carry out all work in accordance with
occupational health and safety
Organization procedures and safety
requirements may include:
 OH&S legislation

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  food hygiene legislation
 organization policies and
procedures
 Check dining/restaurant/public amenity
areas customer facilities for cleanliness
prior to service, in accordance with
standard operating procedures
 Prepare and adjust the dining environment
to ensure comfort and ambience for
customers
 Verify menu variations and daily specials
with kitchen staff (liaising with duty chef)
Check preparation for service area
 Complete preparation for serving food and
beverage following workplace procedures
 Complete checklists for preparation for
performing duties
3. Greet customer,  Make sure customers have access to the THC/ N 0302
take order and correct menu
serve food and  Give accurate information on individual
beverages dishes according to customers'
requirements
 Take the opportunity to maximize the order
using appropriate sales techniques
 Check products and brand preferences with
the customer in a courteous manner
 Advise customers on a selection of drinks
and make recommendations where
required to assist customers to make a
choice where appropriate
 Identify any specific customer preference
 Record and relay information about any
special requests or dietary or cultural
requirements promptly and accurately to
duty chef
 Answer customer questions on menu items
correctly and courteously
 Record orders legibly, using the format
required by the enterprise, verify order
with customer and convey them promptly
to the kitchen and bar
 Identify, record and deal with their order
promptly
 Seek information from the kitchen or other
appropriate person, where answers are
unknown
Serve Food and Beverage
 Provide and adjust glassware, service ware

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 and cutlery, suitable for menu choices, in
accordance with standard operating
procedures
 Carry out all work in accordance with
occupational health and safety
Organization procedures and safety
requirements may include:
 OH&S legislation
 food hygiene legislation
 organization policies and
procedures
 Check quality and presentation of food and
beverage in accordance with standard
operating procedures
 Check service ware for chips, marks, spills
and drips
 Collect food and beverage selections
promptly from service areas, convey them
to customers safely
 Monitor flow of service for meal and
beverage delivery
 Recognize and follow up promptly, any
delays or deficiencies in service
 Promptly advise and reassure customers
about any delays and problems
 Serve food and beverage courteously and to
the correct person, in accordance with
standard operating procedures and hygiene
requirements.
Styles of service may include:
 table d'hôte
 a la carte
 counter service
 pre-set meal
 buffet
 function
 tea and coffee service
 in patient service
 Check customer satisfaction at the
appropriate time
 Offer additional food and beverage at the
appropriate times and order and
 serve them accordingly
 Clear tables of crockery, cutlery and
glassware between the courses at the
appropriate time and with minimal
disruption to customers
 Remove and replace used table items as
required and maintain the correct stocks

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  Remove leftover food items, condiments
and accompaniments from the table when
required and deal with them correctly
 Clear finished courses from the table at the
appropriate time according to the service
operation
 Clear finished courses and used crockery
and cutlery systematically with assistance
from other service staff
 Check crockery, cutlery and other table
items and replace or remove them as
appropriate
 Serve different courses with clean and
undamaged service equipment of the
 appropriate type
 Serve food of the type, quality and quantity
required using the appropriate service
method
 Keep the service area tidy and clean
4. Clean tables and Clear tables and counters after dining THC/ N 0303
counters after  Clear tables of crockery, cutlery and
customers are glassware at the appropriate time after the
finished with meals and with minimal disruption to
dining customers
 Remove tableware, cutlery, condiments and
other used items from the table as per the
procedure after customer has finished
dining
Table items may include:
 crockery
 cutlery/silverware
 glassware
 menus/menu folders
 table decorations
 condiments and
accompaniments
 napkins and table coverings
Present guest account/check for
the services used
 Provide after-meals services such as mouth
fresheners and/or finger-bowls as per
organization standards
 Present the customer accounts/check for
services used, as per organization
procedure to the guest
Clean table and side boards of used
tableware and waste food/beverages
 Arrange table items used in food service

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 area for cleaning or store them as required
 Prepare service and table linen for dispatch
to laundry or clean down and remove
disposable items
 Dispatch used crockery, cutlery and service
dishes to dish cleaning area
 Store food items and accompaniments for
future use in line with food hygiene
regulations
 Leave dining and food service areas tidy and
ready for cleaning
 Dispose of rubbish and waste food
following recommended procedures
 Ensure that service equipment is clean,
correctly stored and turned off where
appropriate
 Ensure that dining furniture is clean and
ready for future use
 Store and/or prepare equipment for the
next service, in accordance with standard
operating procedures
 Carry out all work in accordance with
occupational Health and Safety

5. Deal with Taking and dealing with payments THC/ N 0304 :

customer payment  Make sure that payment point is working
and that all needed material is available
Materials to deal with :
 cash
 cash equivalents
 relevant stationery
 till / credit / debit rolls
 Maintain the payment point and restock it
when necessary
 Enter / scan information into the payment
point correctly
 Organize and present accounts to
customers on request
 Tell the customer how much they have to
pay, if asked
Modes of Payments
 cash
 cheques
 credit cards
 debit cards
 cash equivalents
 Acknowledge the customer’s payment and
validate it where necessary

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  Follow correct procedure for chip and pin
transactions
 Put the payment in the right place
according to the organization’s procedures
 Give correct change for cash transactions
 Carry out transactions without delay and
give relevant confirmation to the customer
 Make the payment point contents available
for authorized collection
 Process accounts in accordance with
standard operating procedures
 Farewell guests courteously from the
restaurant/dining area in accordance
 with standard operating procedures
6. Resolve customer Spot customer service issues THC/ N 0305
service issues  Spot customer service issues
 Listen carefully to the customers about any
problem they have raised
 Ask customers about the problem to check
your understanding
 Recognize repeated problems and alert the
appropriate authority
 Share customer feedback with others to
identify potential problems before they
happen
 Identify problems with systems and
procedures before they begin to affect your
customers
Resolve customer Problems
 Identify the options for resolving a
customer service issue
 Work with others to identify and confirm
the options to resolve a customer service
issue
 Work out the advantages and
disadvantages of each option for the
customer and the organization
 Pick the best option for the customer and
the organization
 Identify for the customer other ways that
the issue may be resolved if one is unable
to help
 Take action to resolve customer service
issue
 Discuss and agree the options for solving
the problem with the customer
 Take action to implement the option agreed
with the customer

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  Work with others and the customer to
make sure that any promises related to
solving the problem are kept
 Keep the customer fully informed about
what is happening to resolve the problem
 Check with the customer to make sure the
problem has been resolved to their
satisfaction
 Give clear reasons to the customer when
the problem has not been resolved to their
satisfaction
7. Give a positive Establish effective rapport with customers THC/ N 0901:
impression of  Meet organization’s standards of
oneself and the appearance and behavior
organization  Greet customers respectfully and in a
friendly manner
 Communicate with customers in a way that
makes them feel valued and respected
 Treat customers courteously and helpfully
at all times
 Keep customers informed and reassured
 Adapt behavior to respond effectively to
different customer behavior
Respond appropriately to customers
 Respond promptly to a customer seeking
help
 Choose the most appropriate way to
communicate with customers
 Check with customers that their
expectations have been fully understood
 Respond promptly and positively to
customers' queries and comments
 Allow customers time to consider the
response and give further explanation when
appropriate
Communicate information to customers
 Quickly find information that will help the
customer
 Give customer information they need about
the services or products offered by the
organization
 recognize information that customers might
find complicated and check whether they
fully understand
 Explain clearly to the customers any
reasons why their needs or expectations
cannot be met
Escalations of unresolved problems

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 as per protocol
 Refer the problem to a competent
person/supervisor as per protocol if it
 cannot be resolved by the helpdesk
 Obtain help or advice from
supervisor/authorized person as per
protocol if the problem is outside his/her
area of competence or experience
Provide Interim feedback to customer, in case
of delays
 Monitor the problem and keep the
customer informed about progress or any
delays in resolving the problem
Process Compliances
 Comply with relevant legislation, standards,
policies and procedures
8. Work effectively  Working with others THC/ N 0902
with others Communicate with other people clearly and
effectively
Etiquettes may include:
 use appropriate titles and
terms of respect
 use polite language
 do not eat or chew while
talking
 Integrate one’s work with other people’s
work effectively
 Receive information and instructions
accurately from the supervisor and fellow
workers, getting clarification where
required
 Pass on accurate information to authorized
persons who require it and within agreed
timescale and confirm its receipt
 Pass on essential information to other
people on timely basis
 Consult with and assist others to maximize
effectiveness and efficiency in
 carrying out tasks
 Work in a way that shows respect for other
people
Behaviors may include:
 punctuality
 completing tasks as per given time
and standards
 not gossiping and idling time
 eliminating waste
 integrity
 Carry out any commitments made to other

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 people
 Identify any problems with team members
and other people and take the initiative to
solve these problems
 Follow the organization’s policies and
procedure
 Display helpful behavior by assisting others
in performing tasks in a positive
 manner
 Display active listening skills while
interacting with others at work
 Use appropriate tone, pitch and language to
convey politeness, assertiveness, care and
professionalism
 Demonstrate responsible and disciplined
behaviors at the workplace
 Escalate grievances and problems to
appropriate authority as per procedure
 to resolve them and avoid conflict
9. Maintain a safe, Maintain personal health and hygiene THC/ N 0903
hygienic and  Maintain personal health and hygiene
secure working  Wear clean, smart and appropriate clothing,
environment footwear and headgear
 Keep hair neat and tidy and wear it in line
with the organization’s standards
 Make sure any jewellery, perfume and
cosmetics are in line with the organization’s
standards
 Follow health and hygiene procedures in all
the work at all times
Good housekeeping practices may include:
 clean/tidy work areas
 removal/disposal of waste products
 protect surfaces
Maintain safe and secure environment
 Keep a look out for hazards in the
workplace
Various kinds of hazards:
 relating to equipment
 relating to areas where one works
 relating to personal clothing
Ways of dealing with hazards:
 putting them right by self
 reporting them to appropriate
colleagues
 warning other people
 Identify any hazards or potential hazards

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 and deal with these correctly
 Report any accidents or near accidents
quickly and accurately to the proper person
 Follow safety procedures at the workplace
 Practice emergency procedures correctly
 Follow the organization’s security
procedure
 Use protective clothing/equipment for
specific tasks & work conditions
Personal protective equipment/clothing:
 gloves
 safety headwear and footwear
 safety glasses
 Identify job-site hazardous work and state
possible causes of risk or accident in the
workplace
 Carry out safe working practices while
dealing with hazards to ensure the safety of
self and others state methods of accident
prevention in
 the work environment of the job role
Safe working practices may include:
 using protective clothing and
equipment
 putting up and reading safety signs
 handle tools in the correct manner
and store and maintain them
properly
 keep work area clear of clutter,
spillage & unsafe object lying
casually
 take all electrical precautions like
insulated clothing, adequate
 equipment insulation, dry work
area, switch off the power supply
when not required, etc.
 safe lifting and carrying practices
 use equipment that is working
properly and is well maintained
 take due measures for safety while
working in confined places or at
heights, etc. including safety
harness, fall arrestors, etc.
Methods of ensuring health, safety and
security:
 training in health and safety
procedures,
 using health and safety procedures,
 use of equipment and working

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 practices (such as safe carrying
procedures)
 safety notices and advice
 instruction from colleagues and
supervisors
 being always alert and vigilant
 Inspect for faults, set up and safely use
steps and ladders in general use
 Lift heavy objects safely using correct
procedures
 Apply good housekeeping practices at all
times
 Identify common hazard signs displayed in
various areas
 Retrieve and/or point out documents that
refer to safety at workplace
General health and safety equipment includes:
 fire extinguishers,
 first aid equipment,
 safety instruments and clothing,
 safety installations, e.g .fire exits,
exhaust fans
Fire safety
 Use appropriate fire extinguishers on
different types of fires correctly
Causes of fires:
 heating of metal
 spontaneous ignition
 sparking
 electrical heating
 casual fires (smoking, welding etc.)
 chemical fires
Fire extinguishers:
 sand
 water
 foam
 CO2
 dry chemical powder (DCP)
 Demonstrate rescue techniques applied
during fire hazard
 Demonstrate good housekeeping in order
to prevent fire hazards
 Demonstrate the correct use of a fire
extinguisher
Emergencies, rescue and first-aid
procedures
 Demonstrate how to free a person from
electrocution, as per laid down procedure
 Administer appropriate first aid to victims

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 where required eg. in case of bleeding,
burns, choking, electric shock, poisoning
etc.
 Demonstrate basic techniques of bandaging
 Respond promptly and appropriately to an
accident situation or medical emergency in
real or simulated environments
Emergency procedures include:
 raising alarm
 safe/efficient evacuation
 correct means of escape
 correct assembly point
 roll call
 correct return to work
 Perform and organize loss minimization or
rescue activity during an accident in real or
simulated environments
 Administer first aid to victims in case of a
heart attack or cardiac arrest due to electric
shock, before the arrival of emergency
services in real or simulated cases
 Demonstrate the artificial respiration and
the CPR Process
 Participate in emergency procedures
 Complete a written accident/incident
report or dictate a report to another
person, and send report to person
responsible
Parameters for making Incident Report:
 name
 date/time of incident
 date/time of report
 location
 environment conditions
 persons involved
 sequence of events
 injuries sustained
 damage sustained
 actions taken
 witnesses
 supervisor/manager notified
 Demonstrate correct method to move
injured people and others during an
emergency

Total Programme Duration: ____ Hours

(This syllabus/ curriculum has been approved by Tourism and Hospitality Skill Council).

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NOTE:

1. Each NOS as per the above NOS code includes Performance Criteria, Knowledge and Skills pertaining to a
job role the course content must cover all these three aspects as sub topics under every NOS
(Chapter/Main Topics/ Modules etc.)
2. The minimum requirement of Infrastructure and equipment list to run this program is as per the
annexure attached.

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 ANNEXURE
1. Infrastructure and Equipment list

Standards for infrastructure facility which needs to be complied

S. No. Category Minimum Requirements Multiples
A. Infrastructure Aspects Per Skill Center
A1. Class Room
i) No. of Class Rooms 2 class rooms Per Training Center
ii) Class Room Size 300 Sq. Ft. Per class room
25 study chairs for students and
iii) Seating Arrangement Per Batch
one table and chair for trainer
Walls, floor and ceiling
iv) White washed & non-leaky Per class room
status
A2. Skill Lab
i) No. of Skill Labs 1 Lab Per Occupation
ii) Skill Lab Size
a. Training Restaurant 400 Sq. Ft.
b. Basic Training
600 Sq. Ft.
Kitchen
c. Bakery &
600 Sq. Ft.
Confectionary
d. Advance Training
600 Sq. Ft.
Kitchen
e. Housekeeping Lab 300 Sq. Ft.
f. Mock Guest Room 600 Sq. Ft.
g. Front Office Lab 350 Sq. Ft.
h. Computer Lab 300 Sq. Ft.
iii) List of Equipment Requisite list As per Annexure 4 Per Job Role/ QP
Display and Storing Should be Displayed with proper
iv) Per Job Role/ QP
Arrangement of Equipment labeling
Walls, floor and ceiling
v) White washed & non-leaky Per Skill Lab
status
A3. Library
i) No. of technical Books 25 technical books Per Job Role/ QP
ii) No. of Non-technical Books 50 non-technical books
iii) No. of journals and Dailies 40 in total
v) Seating Arrangement 20 chairs and table
Display and Storing Should be Displayed with proper
vi)
Arrangement of Books labeling
A4. Water & Sanitation Facility
i) Water Supply Legal water supply
ii) Drinking Water Facility 1 Water Cooler with water

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 purifier
Separate Toilets for Boys &
iii) Separate Arrangement
Girls
A5. Fire Safety
i) Fire Extinguisher 02 per skill lab Multi-purpose
Disaster Management Plan
ii) Fire Safety certificate
and mock drill
A6. Common room/Pantry Preferably 1
A7. Ventilation
i) Lighting and Ventilation Well-ventilated
ii) Air conditioning Preferable
A8. Electricity Supply Structure Legal electricity supply
A9. Power Back up standby UPS or Generator
A10. Bus/Transport Facility
Connectivity to Public
i) Preferable
Transport
ii) Own Transport Facility Preferable
B. Documents Per Skill Center
B1. Legally constructed Building Plan
To be used as educational
B2. Permission
institution
B3. If Rented Rent/Lease Deed – (3+3 Years)
Registration Papers for land and
B4. If Owned building showing legal
possession of society/trust
MoU with concerned
B5. If on contractual basis
organization
If Skill Labs are out of MoU or Contract with concerned
B6. Per Job Role
premise organization
Agreements of On Job MoU with Concerned
B7. Per Job Role
Training Organization
C. Training Aids Per Skill Center
Black-board/ White-board/
C1. 01 board
Smart Board
Per class room &
C2. Chalk/Marker Sufficient Skill lab
C3. Duster 01
Computer/Laptop facility
C4. with Internet min. speed of 05
01 Mbps Per Skill Center
C5. Projector facility 01
C6. Speaker facility 01
Per class room &
C7. Charts/Posters Properly Displayed
Skill lab

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 Printer/ Photocopy/ Scanner
C9. 1 (Preferable) Per Skill Center
Facility

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 2. Equipment’s For Food and Beverage Service- Training Restaurant

S.No For Training Restaurant Minimum Requirements Minimum Quantity

Furniture
1 Square or Round Tables 03
2 Dining Chairs 10
3 Side station 01
4 Bar counter (front & back bar) 01
5 Hostess Desk 01
6 Storage cabinet 01
A counter for QSR Training with a POS/Computer with
7 Appropriate software for training 01
S.No. Item Minimum Quantity
Crockery
1 Dinner plate 11' 12
2 Dessert plate 9' 12
3 B&B plate 12
4 Tea cup 12
5 Tea saucer 12
6 Soup bowl 12
7 Soup bowl 4.5' Chinese 12
8 Soup spoon Chinese 12
9 Service bowl 1 port 6' 6
10 Service bowl 2 port 7' 6
11 Service platter 1 port 10' 6
12 Service platter 2 port 12' 6
13 Pasta plate 11' 6
14 Cereal bowl 6
15 Chutney bowl small 12
Cutlery
1 Tea spoon 12
2 Dessert (A.P) spoon 12
3 Dessert (A.P) fork 12
4 Soup spoon 12
5 Dessert knife 12
6 Table service spoon 6
7 Table service fork 6

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 S.No. Item Minimum Quantity
Hollow ware
1 Tea strainer 3
2 Tea Set 1
3 Water jug 2
4 Salt and pepper set 4
5 Tooth pick holder 2
6 Straw holder 2
7 Sugar sachet holder 2
8 Napkin holder 2
9 Finger bowl large with under liner 6
10 Entrée dish round with lid ( 1 portion ) 2
11 Entrée dish round with lid ( 2 portion ) 2
12 Oval platter 1
13 Oval platter 1
14 Reserved 1
15 Round Service tray 2
16 Rectangular Service tray 2
17 Ash tray 4
Glassware
1 Tom Collins 12
2 Hi ball 12
3 Pilsner 6
4 Decanter small 6
5 Decanter large 6

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