Dokumen TB FB WAITER

DOCUMENT ASSESSMENT

SCHEME: FB.WAITER: HFBW-05

Attd list :

:

CHECKLIST COMPLETENESS OF DOCUMENTS

REAL ASSESSMENT : FOOD & BEVERAGE WAITER-HFBS-05

NO JENIS DOKUMEN STATUS* KETERANGAN

ADA TIDAK

A. PRIOR CONSUTATION

1 FR.APL.01 Assessment Registration Form ☐☐
☐☐
2 FR.APL.02 Self Assessment ☐☐

3 Candidate Portofolio ☐☐

4 FR.PAAP.02 MAP / Matrix Of Assessment Instruments ☐☐
Agains Unit or Cours Requirements ☐☐
☐☐
5 Skema Sertifikasi + Standar Kompetensi

6 FR.PAAP.01 Plan Assessment Activities and Processis

7 FR.PC Prior Consutation

ASSESSMENT TOOLS (PERANGKAT ASESMEN DISESUAIKAN DENGAN MAPA-01/MAPA-02)

8 FR.OC Observation Checklist ☐☐
9 FR.OQ Oral Question ☐☐
10 FR.IQ Interview Question ☐☐

11 FR.WQ Written Questions ☐☐

12 FR.AWQ Answers to Written Question ☐☐
13 FR.VPC Portovolio Verification Checklist ☐☐
14 FR.TPS Third Party Statement ☐☐

15 ☐☐
B. ASSESSMENT DECISION:
☐☐
16 FR.CRS Competency Recording Sheet ☐☐
17 FR.FF Feedback Form

C. ASSESSMENT REPORT ☐☐
18 FR.EAP Evaluate Asean Processes ☐☐
19 FR.VAP Validation Asean Assessment
☐☐
D. VALIDATION
20 FR.AV Assessment Validation

Asesor Competency : ADMIN LSP:

Name : Name :
Sign : Sign :

APL.01 ASSESSMENT REGISTRATION FORM

1 : Personal Data
Fill it include personal data, the data of formal education as well as the data of your current work

a. Personal Data

Name :

No. KTP/ NIK/PASSPORT

Date & Birt Place :

Gender : Male/Female*

Nationality :

Alamat Rumah :

Phone /E-mail : Home : Post Code :
Education PH : Office :

: E-mail :

b. Current Position

Position :
Address :

Telp/Fax/E-mail : Telp : Pos Code :
E-mail : Fax :

2 : UNIT COMPETECY

The Unit Competencies requirement for F & B WAITER
Certification scheme : F & B WAITER

Job Index Number : HFBS- 05 / KBLI-KBJI (56101-5132)

THE UNIT COMPETENCIES REQUIREMENT

No. Unit Code Core and Generic Competencies International
Unit Title Standard

1 D1.HRS.CL1.04 Communicate effectively on the telephone ACCSTP

2 D1.HRS.CL1.05 Comply with workplace hygiene procedures

3 D1.HRS.CL1.05 Develop and update local knowledge

4 D1.HRS.CL1.07 Implement occupational health and safety procedures

5 D1.HRS.CL1.08 Maintain hospitality industry knowledge

6 D1.HRS.CL1.11 Perform clerical procedures

7 D1.HRS.CL1.12 Perform basic First Aid procedures

8 D1.HRS.CL1.13 Promote hospitality products and services

9 D1.HRS.CL1.14 Read and interpret basic instructions, directions and/or diagrams

10 D1.HRS.CL1.15 Receive and resolve customer complaints

11 D1.HRS.CL1.17 Speak English at a basic operational level

12 D1.HRS.CL1.18 Work effectively with colleagues and customers

13 D1.HRS.CL1.19 Work in a socially diverse environment

14 D1.HRS.CL1.20 Perform child protection duties relevant to the tourism industry

15 D1.HBS.CL5.02 Develop and maintain food and beverage product knowledge

16 D1.HBS.CL5.09 Provide a link between kitchen and service area

17 D1.HBS.CL5.12 Provide food and beverage services

18 D1.HFI.CL8.07 Process a financial transaction for services rendered

19 D1.HBS.CL5.11 Provide gueridon service

20 D1.HBS.CL5.14 Provide silver service

21 D1.HBS.CL5.15 Serve a range of wine products

22 D1.HGE.CL7.11 Receive and securely store in-coming goods

Functional Competencies
23 D1.HBS.CL5.16 Take food orders and provide courteous table service

24 D1.HBS.CL5.10 Provide advice to patrons on food and beverage services

25 D1.HFI.CL8.08 Process transactions for purchase of goods or services ACCSTP
Unavailable
26 Prepare and serve non-alcoholic beverages
D1.HBS.CL5.07

27 Provide room service
D1.HBS.CL5.13

3 : The Documen

No. Basic evidence Available
Qualified Unqualified
1. Have a Tourism Vocational High School diploma in
the field of Cuisine, or ☐☐
☐☐
2. Have a Food and Beverage Waiter competency-
based training certificate in the field of cooking, or ☐☐

3 Workers in Food and Beverage Waiter occupations
in the tourism industry have at least passed
education and training certificate III or have held
the position of Busboy; Waiter(ress);Server;
Restaurant and Bar Service Agent, with a minimum
of 1 year experience in that position on an ongoing
basis.

Recommendation : Candidate :
Name
Based on above evidence, the candidate
*accepted / not yet accepted as an assesse Signaturte/
Date
*choose one
Remark : Assessor :
Name
No. Reg.

Signature/
Date

FR. APL-02. SELF ASSESSMENT

Scheme of Certification Title : F & B WAITER
(Occupation)
Job Index Number : HFBS- 05 / KBLI-KBJI (56101-5132)

SELF ASSESSMENT GUIDE

Instructions:

 Read each of the questions in the left hand column of the chart
 Place a tick in the box if you believe that you can perform the tasks described.
 Complete the column in the right hand side by listing any evidence you have to show that you perform these tasks.

Unit of D1.HRS.CL1.04 Evidence
COMMUNICATE EFFECTIVELY ON THE TELEPHONE Evidence
Competency : 1
PC NYC
Can I ......?

Element/PC : 
1.1. Answering incoming calls

1.2. Make a phone call

Unit of D1.HRS.CL1.05

Competency : 2 COMPLY WITH WORKPLACE HYGIENE PROCEDURES
PC NYC
Can I ......?

Element/PC :

2.1. Following hygiene procedures 
2.2. Identify and prevent hygiene risks

Unit of D1.HRS.CL1.06
DEVELOP AND UPDATE LOCAL KNOWLEDGE
Competency : 3
PC NYC Evidence
Can I ......?

Element/PC : 
3.1. Develop local knowledge

3.2. Updating local knowledge

Unit of D1.HRS.CL1.07

Competency : 4 IMPLEMENT OCCUPATIONAL HEALTH AND SAFETY PROCEDURES

Can I ......? PC NYC Evidence

Element/PC : 
4.1. Follow workplace procedures and provide feedback on
health, safety and security

4.2. Handling emergency situations

4.3. Maintain safe personal presentation standards

Unit of D1.HRS.CL1.08 Evidence
Evidence
Competency : 5 MAINTAIN HOSPITALITY INDUSTRY KNOWLEDGE Evidence
PC NYC
Can I ......?

Element/PC : 
5.1. Looking for information about the hospitality industry
5.2. Increase knowledge in the hospitality industry

Unit of D1.HRS.CL1.11
PERFORM CLERICAL PROCEDURES
Competency : 6
PC NYC
Can I ......?

Element/PC :

6.1. Process office documents

6.2. Drafting a simple correspondence

6.3. Maintain the document system

Unit of D1.HRS.CL1.12

Competency : 7 PERFORM BASIC FIRST AID PROCEDURES

Can I ......? PC NYC

Element/PC :

7.1. Assess and respond to emergency first aid situations

7.2. Provide proper care 
7.3. Monitoring the situation

7..4. Prepare incident reports

Unit of D1.HRS.CL1.13 Evidence
Competency : 8
PROMOTE HOSPITALITY PRODUCTS AND SERVICES
Can I ......? PC NYC

Element/PC :

8.1. Develop product/service and market knowledge 

8.2. Encouraging customers to use and buy products & services

Unit of D1.HRS.CL1.14

Competency : 9 READ AND INTERPRET BASIC INSTRUCTIONS, DIRECTIONS AND/OR DIAGRAMS

Can I ......? PC NYC Evidence

Element/PC :

9.1. Identify the purpose of the text? 
9.2. Interpreting charts, graphs and charts.

9.3. Understand directions

Unit of D1.HRS.CL1.15 Evidence
RECEIVE AND RESOLVE CUSTOMER COMPLAINTS Evidence
Competency : 10 Evidence
PC NYC Evidence
Can I ......?

Element/PC :

10.1. Establish the nature and details of the complaint 
10.2. Offer appropriate action to solve the complaint problem

10.3. Follow up

Unit of D1.HRS.CL1.17

Competency : 11 SPEAK ENGLISH AT A BASIC OPERATIONAL LEVEL
PC NYC
Can I ......?

Element/PC : 

11.1. Communicate with customers and colleagues regarding
matters relating to basic and daily activities at work and
customer service activities.

11.2. Talking over the phone

Unit of D1.HRS.CL1.18

Competency : 12 WORK EFFECTIVELY WITH COLLEAGUES AND CUSTOMERS
PC NYC
Can I ......?

Element/PC :

12.1. Communicating at work 
12.2. Provide assistance for internal and external guests

12.3. Maintain personal presentation performance standards

12.4. Doing team work

Unit of D1.HRS.CL1.19

Competency : 13 WORK IN A SOCIALLY DIVERSE ENVIRONMENT
PC NYC
Can I ......?

Element/PC :

13.1. Communicating with customers and colleagues from 
diverse backgrounds

13.2. Dealing with Intercultural Misunderstandings

Unit of D1.HRS.CL1.20

Competency : 14 PERFORM CHILD PROTECTION DUTIES RELEVANT TO THE TOURISM INDUSTRY

Can I ......? PC NYC Evidence

Element/PC :

14.1. Identifying the problem of sexual exploitation of children
by tourists

14.2. Describe national, regional and international measures to 
prevent the sexual exploitation of children by tourists

14.3. Describes actions that can be taken in the workplace to
protect children from sexual exploitation by tourists

Unit of D1.HBS.CL5.02

Competency : 15 DEVELOP AND MAINTAIN FOOD AND BEVERAGE PRODUCT KNOWLEDGE

Can I ......? PC NYC Evidence

Element/PC :

15.1. Update information about food and drink 

15.2. Sharing information with Customers

Unit of D1.HBS.CL5.09 EVIDENCE
PROVIDE A LINK BETWEEN KITCHEN AND SERVICE AREA Evidence
Competency : 16
PC NYC
Can I ......?

Element/PC : 

16.1. Provide service related services between the kitchen area
and the service area

16.2. Cleaning the food service area

Unit of D1.HBS.CL5.12
PROVIDE FOOD AND BEVERAGE SERVICES
Competency : 17
PC NYC
Can I ......?

Element/PC :

17.1. Preparing dishes/restaurant area for service

17.2. Setting up and setting the table

17.3. Welcoming customers

17.4. Taking and Processing Orders

17.5. Serving and cleaning drinks and food

17.6. Closing the restaurant/dining area

Unit of D1.HFI.CL8.07 Evidence

Competency : 18 PROCESS A FINANCIAL TRANSACTION FOR SERVICES RENDERED
PC NYC
Can I ......?

Element/PC :

18.1. Process receipts and payments 

18.2. Matching results

Unit of D1.HBS.CL5.11
Competency : 19 PROVIDE GUERIDON SERVICE

Can I ......? PC NYC Evidence
Evidence
Element/PC : 

19.1. Prepare and maintain gueridon trolleys and equipment

19.2. Recommend and sell types of gueridon menu to customers

19.3. Prepare and serve food

Unit of D1.HBS.CL5.14
Competency : 20 PROVIDE SILVER SERVICE

Can I ......? PC NYC

Element/PC : 

20.1. Using silver service technique to serve food

20.2. Collaborating with kitchen staff

20.3. Provide a table for silver serice

Unit of D1.HBS.CL5.15
SERVE A RANGE OF WINE PRODUCTS
Competency : 21
PC NYC Evidence
Can I ......?

Element/PC :

21.1. Memberi saran pelanggan tentang anggur import dan lokal

21.2. Mengevaluasi minuman anggur? 
21.3. Mengembangkan daftar minuman anggur

21.4. Menyimpan dan menangani minuman anggur

21.5. Meningkatkan pengetahuan minuman anggur

Unit of D1.HGE.CL7.11 Evidence
Competency : 22 Evidence
RECEIVE AND SECURELY STORE IN-COMING GOODS
Can I ......? PC NYC

Element/PC :

22.1. Pick up supplies 
22.2. Storing inventory

22.3. Carry out inventory turnover and maintenance

Unit of D1.HBS.CL5.16

Competency : 23 TAKE FOOD ORDERS AND PROVIDE COURTEOUS TABLE SERVICE

Can I ......? PC NYC

Element 1: Prepare food and/or food and beverage outlet for
service

 Performance Criteria

1.1 Check food service area and customer facilities for
cleanliness prior to service, in accordance with enterprise  
procedures, and where required, take corrective action/s

1.2 Check and prepare equipment for service

1.3 Check cleanliness and condition of tables and all table
items, prior to service and take necessary corrective
action

Element 2: Take and process orders 
 Performance Criteria
2.1 Provide a helpful and attentive approach to customers
2.2 Take and record orders accurately and legibly
2.3 Convey orders promptly to the kitchen and/or bar
2.4 Give customers advice on product selections, if required

Element 3: Prepare and pack take away food and
beverages

 Performance Criteria

3.1 Present and pack food and beverage items in accordance 
with enterprise procedures and relevant health
regulations

3.2 Apply safe food handling practices in accordance with
enterprise procedures and relevant health regulations

3.3 Dispose of spoiled products in accordance with enterprise
procedures and relevant health regulations

3.4 Comply with correct food handling and food safety
procedures

Element 4: Provide table service

 Performance Criteria

4.1 Receive customer orders

4.2 Check product and/or brand preferences with customer in  
a courteous manner

4.3 Provide clear and helpful recommendations or

information to customers on selection of food or drinks, if

required

4.4 Serve food and drink according to enterprise

requirements and personal hygiene standards

Element 5: Store and handle foods safely

 Performance Criteria

5.1 Comply with personal hygiene standards

5.2 Handle food according to food safety program  
5.3 Maintain the workplace in a clean and tidy order 

5.4 Comply with workplace measures to prevent pests

entering the premises

5.5 Identify and report indicators of pest presence

Element 6: Handle payment and carry out cash control

procedures

 Performance Criteria

6.1 Receive and accurately check cash float

6.2 Open and close cash register using manufacturer 
specifications

6.3 Use cash register according to standard enterprise

procedures

6.4 Issue receipts according to standard enterprise procedures

6.5 Carry out reconciliation of takings accurately and report

errors to supervisor

Element 7: Close down food service area

• Performance Criteria

7.1 Store and/or prepare equipment for the next service, in

accordance with enterprise procedures

7.2 Clear, clean or dismantle area in accordance with

enterprise procedures and safety requirements 

7.3 Set up area correctly for the next service, in accordance

with enterprise procedures and requirements

7.4 Review and evaluate services with colleagues, where

appropriate, identifying possible improvements

7.5 Provide handover to incoming colleagues and share any
relevant information

Unit of D1.HBS.CL5.10

Competency : 24 PROVIDE ADVICE TO PATRONS ON FOOD AND BEVERAGE SERVICES

Can I ......? PC NYC Evidence

Element 1 : Update food and beverage knowledge

• Performance Criteria 
1.1 Research general information on food and beverage
products
1.2 Identify information required to fulfil responsibilities of
job role
1.3 Develop and maintain product knowledge in line with
job role and responsibilities
1.4 Identify features of specific food and beverages which
have potential customer appeal

Element 2: Advise on menu items
• Performance Criteria

2.1 Offer advice on suitable combinations of foods, and
food and beverages, where appropriate

2.2 Provide assistance to customers on selection of food 
and beverage items

2.3 Respond courteously and authoritatively to customer
questions in relation to menus and drink lists

2.4 Discuss, where appropriate, methods of cooking and
different culinary styles in clear and simple language

2.5 Provide explanations, for menu items, where
appropriate, in clear and simple language

Element 3: Provide wine advice
• Performance Criteria

3.1 Offer, where appropriate, assistance to customers
making wine selections

3.2 Provide specific advice on the compatibility of different 
wines for menu items

3.3 Provide correct and current information about different
wine selections

3.4 Discuss, where appropriate, wine characteristics in clear
and simple language

Unit of D1.HFI.CL8.08

Competency 25 PROCESS TRANSACTIONS FOR PURCHASE OF GOODS OR SERVICES

Can I ......? PC NYC Evidence

Element 1 : Use financial record keeping technology

• Performance Criteria

1.1 Identify and use, where appropriate, computer systems 
to facilitate implementation of identified purchasing,
ordering and financial controls

1.2 Identify and obtain, where appropriate, effective and
user-friendly software to underpin the initiation and/or
use of identified computer systems

1.3 Integrate identified catering revenue and cost objectives
and requirements into existing financial control systems,
where applicable

1.4 Enter catering financial data into established control
systems

1.5 Manipulate catering financial data into established
control systems

Element 2: Create financial control system

• Performance Criteria

2.1 Develop, or confirm an existing, effective financial control 
system to record and track the performance of the
catering department

2.2 Input financial data into the catering department
computerised control system

Element 3: Create production control system

• Performance Criteria

3.1 Develop, or confirm an existing, effective production 
control system to record and track the performance of
the catering department

3.2 Input production data into the catering department
computerised control system

Element 4: Respond to the results produced by the established control
systems

• Performance Criteria

4.1 Take action to address expenditure figures that are 
deemed unacceptable

4.2 Take action to address revenue figures that are deemed
unacceptable

4.3 Negotiate with management to obtain revised budget
figures

Unit of D1.HBS.CL5.07 Evidence
Evidence
Competency : 26 PREPARE AND SERVE NON-ALCOHOLIC BEVERAGES
PC NYC
Can I ......?

Element 1 : Preparing drinks tea and coffee

• Performance Criteria

1.1 Coffee and tea made according to guest order.

1.2 Materials / ingredients and equipment that are

appropriate to use in accordance with factory

specifications and standards company. 
1.3 Drinks are prepared according to customer request and

time frame required.

1.4 Taste, temperature and appearance checked according to

company standard.

1.5 Drinks served effectively in glass / glassware according to

company standards.

Element 2: Preparing drinks cold

• Performance Criteria

2.1 Ingredients / ingredients are selected correctly.

2.2 Machinery and equipment used correctly according to 
specifications factory.

2.3 Drinks are prepared appropriately according to company

standards.

2.4 Drinks served with garnish and interesting way.

Element 3 : Use equipment and machine for drinks non-alcoholic

• Performance Criteria

3.1 Machinery and equipment used safely according to

specifications factory and health regulations/safety. 

3.2 Machinery and equipment cleaned regularly according to

schedule cleaning/maintenance company.

3.3 Problems are immediately identified and reported to the

appropriate person.

Unit of D1.HBS.CL5.13

Competency : 27 Provide room service PC NYC

Can I ......?

Element: Take and process room service orders

• Performance Criteria

1.1 Identify the range of room service products that are

available within the enterprise

1.2 Take guest order for room service 
1.3 Use selling techniques to optimise room service sales

1.4 Confirm guest order for room service and advise of expected

service time

1.5 Record room service order

1.6 Action the room service order according to enterprise

procedures

Element 2: Prepare for room service

• Performance Criteria

2.1 Prepare basic food and beverage items for room service 
2.2 Set up trays, trolleys and equipment for room service in

accordance with enterprise standards and orders received

2.3 Collect food and beverage items from kitchen and bars for

room service delivery

2.4 Verify food and beverage items prior to delivery to room

Element 3: Provide room service

• Performance Criteria

3.1 Transport room service trays and trolleys to guest room
3.2 Request entry to guest room in accordance with enterprise

standards
3.3 Enter guest room and prepare for in-room service in

accordance with guest requirements or preferences, where  
applicable
3.4 Identify room service items that have been supplied and
confirm order with guest
3.5 Serve food items in accordance with enterprise standards
and guest requirements
3.6 Serve beverage items in accordance with enterprise
standards and guest requirements

Element 4: Present room service accounts

• Performance Criteria

4.1 Verify room service documentation prior to presentation to  
guest

4.2 Present room service account to guest
4.3 Process payment of room service account

Candidate Name: Date: Candidate signature:

Reviewed By Trainer and/or Assessor

Name Assessor: Recommendations: Signature and date:

Adapted from a template provided in the DET, Australia. Designing assessment tools in VET. 2008.

FR-PAAP-01. PLAN OF ASSESSMENT ACTIVITIES AND PROCESSES

Certification Standards/

Certification Scheme : F & B WAITER

Scheme Code : SKM-271-004-HFBS-05
Job index number : HFBS- 05 / KBLI-KBJI (56101-5132)

1. Assessment Approach Hasil pelatihan dan / atau pendidikan:

1.1. Candidate

Pekerja berpengalaman

Pelatihan / belajar mandiri

Purposes of Certifi RCC RPL Results of training/ Others:
Assessment cation learning process
Context of
Assessment: Environment Real workplace Simulated workplace

Opportunities for Tersedia Terbatas
collecting evidence
in a number of   Bukti untuk mendukung asesmen / RPL:
situations   Aktivitas kerja di tempat kerja kandidat:
  Kegiatan Pembelajaran:
relationships
between Oleh Lembaga Sertifikasi
competency
standards and: Oleh Organisasi Pelatihan

who carries out the
assessment/RPL

Oleh asesor perusahaan

Orang yang relevan Manajer sertifikasi LSP
untuk dikonfirmasi
Master Asesor / Master Trainer / Asesor Utama kompetensi
Manajer pelatihan Lembaga Training terakreditasi / Lembaga Training terdaftar

1.2 Tolok ukur asesmen Lainnya:
Standar Kompetensi: SKKNI Nomor 145 Tahun 2018, dan Asean Toolbox

Kriteria asesmen dari kurikulum pelatihan
Spesifikasi kinerja suatu perusahaan atau industri:

Spesifikasi Produk:

Pedoman khusus:

2. Assessment Plan Methods and Assessment instruments

Type of CL (Checklist), LSQ (List of Structure Instruction), (List Of Interview ),LOQ (List of Oral
evidenc Question), LWQ (List of Written Questions), VP (Verification of Portfolio), CPR (Checklist
of Product Review).).
Evidence Review of
(Products/Service products
Units of s, records, and/or Direct Structur Questioning Verification of (testimonials Others
Competency others) identified Observation ed (written Portfolio and reports : …..
(real work/real
based on D I S time activities at activities questions, (work samples from
Performance D the workplace, (simulatio interviews, self- compiled by employers and
criteria and work activities in candidate, Third
assessment a simulated n assessment, Party Statement, supervisors,
exercises verbal product with evidence of
approach. workplace and role- supporting
environment) questioning, documentation, training,
plays, questionnaire, historical evidence, authenticated
projects, oral or written journal or log book,
presentat examinations) information about prior
life experience) achievements,
ions, interview with
activity
sheets) employer,
supervisor, or
peer)
Record of Work
1. D1.HRS.CL1.04 Communicate √ √ √ Observation OQ and WQ Third Party
Communicate effectively on the Statement
effectively on the telephone Checklist
telephone

2. D1.HRS.CL1.05 Record of Work

Comply with Comply with √ √ √ Observation OQ and WQ Third Party
workplace hygiene workplace hygiene Checklist Statement

procedures procedures

3. D1.HRS.CL1.06 Record of Work

Develop and update Develop and √ √ √ Observation OQ and WQ Third Party
Checklist Statement
local knowledge update local

knowledge
4. D1.HRS.CL1.07 Record of Work

Implement Implement Observation OQ and WQ Third Party
Checklist Statement
occupational health occupational √ √ √

and safety health and safety

procedures procedures

5. D1.HRS.CL1.08 Record of Work

Maintain hospitality Maintain hospita √ √ √ Observation OQ and WQ Third Party
industry knowledge lity industry Checklist Statement

knowledge
Record of Work
6. D1.HRS.CL1.11 Perform clerical √ √ √ Observation OQ and WQ Third Party
Perform clerical procedures Checklist OQ and WQ Statement
procedures
Record of Work Third Party
7. D1.HRS.CL1.12 Observation Statement
Perform basic First Perform basic First √ √ √ Checklist
Aid procedures Aid procedures
8. D1.HRS.CL1.13 Record of Work

Promote hospita lity Promote hospita √ √ √ Observation OQ and WQ Third Party
Checklist Statement
products and lity products and

services services

9. D1.HRS.CL1.14 Record of Work

Receive and resolve Receive and √ √ √ Observation OQ and WQ Third Party
customer complaints resolve customer Checklist Statement

complaints
10. D1.HRS.CL1.15 Record of Work

Receive and resolve Receive and √ √ √ Observation OQ and WQ Third Party
customer complaints resolve customer Checklist Statement

complaints
11. D1.HRS.CL1.17 Record of Work

Speak English at a Speak English at a √ √ √ Observation OQ and WQ Third Party
basic operational basic operational Checklist Statement

level level

12. D1.HRS.CL1.18 Record of Work

Work effectively Work effectively √ √ √ Observation OQ and WQ Third Party
with colleagues and with colleagues Checklist Statement

customers and customers

13. D1.HRS.CL1.19 Record of Work

Work in a socially Work in a socially √ √ √ Observation OQ and WQ Third Party
diverse environment diverse Checklist Statement

environment
14. D1.HRS.CL1.20 Record of Work

Perform child Perform child √ √ √ Observation OQ and WQ Third Party
protection duties protection duties Checklist Statement
relevant to the relevant to the

tourism industry tourism industry
15. D1.HBS.CL5.02 Record of Work

Develop and Develop and √ √ √ Observation OQ and WQ Third Party
maintain food and maintain food and Checklist Statement
beverage product beverage product

knowledge knowledge

16. D1.HBS.CL5.09 Record of Work

Provide a link Provide a link √ √ √ Observation OQ and WQ Third Party
Checklist Statement
between kitchen and between kitchen

service area and service area

17. D1.HBS.CL5.12 Record of Work √ √ √ Observation OQ and WQ Third Party
Provide food and Provide food and Checklist Statement
beverage services beverage service

18. D1.HFI.CL8.07 Record of Work

Process a financial Process a financial √ √ √ Observation OQ and WQ Third Party
transaction for transaction for Checklist Statement

services rendered services rendered
Record of Work
19. D1.HBS.CL5.11 Provide gueridon √ √ √ Observation OQ and WQ Third Party
Provide gueridon service Checklist OQ and WQ Statement
service OQ and WQ
20. D1.HBS.CL5.14 Record of Work Third Party
Provide silver service Provide silver √ √ √ Observation Statement
Checklist
service Third Party
Record of Work Statement
21. D1.HBS.CL5.15 Serve a range of √ √ √ Observation
Serve a range of wine products Checklist
wine products
22. D1.HGE.CL7.1 Record of Work

Receive and securely Receive and √ √ √ Observation OQ and WQ Third Party
Checklist Statement
store in-coming securely store in-

goods coming goods

23. D1.HCC.CL2.09 Record of Work

Prepare and cook Prepare and cook √ √ √ Observation OQ and WQ Third Party
poultry and game poultry and game Checklist Statement

meats meats

24. D1.HBS.CL5.1 Record of Work

Take food orders and Take food orders Observation OQ and WQ Third Party
Checklist Statement
provide courteous and provide √ √ √

table service courteous table

service
25. D1.HBS.CL5.10 Record of Work

Provide advice to Provide advice to √ √ √ Observation OQ and WQ Third Party
patrons on food and patrons on food Checklist Statement
beverage services and beverage

services
26. D1.HFI.CL8.08 Record of Work

Process transactions Process √ √ √ Observation OQ and WQ Third Party
for purchase of transactions for Checklist Statement
goods or services purchase of goods

or services

27. D1.HBS.CL5.07 Record of Work

Prepare and serve Prepare and serve √ √ √ Observation OQ and WQ Third Party
Checklist Statement
non-alcoholic non-alcoholic

beverages beverages

28. D1.HBS.CL5.13 Record of Work √ √ √ Observation OQ and WQ Third Party
Checklist Statement
Provide room service Provide room

service

3. Modification and Contextualization:

3.1.Candidate characteristics SPECIAL NEEDS/ NORMAL

3.2.Contextualization needs CONTEXTUALIZATION/ NONE
3.3.Advice provided by the training -

package or course developer INTEGRATION/ NONE:
3.4.Opportunities for integrated Scenario 1
Knowledge section
assessment activities and record any Time : 40 minutes, including pre assessment
changes required to assessment Scenario 2
tools To be as a waiter or as a waiter, you are asked to demonstrate the procedures
of competencies below:
- Communicate effectively on the telephone, Comply with workplace hygiene

procedures, Develop and update local knowledge, Implement occupational
health and safety procedures, Maintain hospitality industry knowledge,
Perform clerical procedures, Perform basic First Aid procedures, Promote
hospitality products and services, Read and interpret basic instructions,
directions and/or diagrams, Receive and resolve customer complaints, Speak
English at a basic operational level, Work effectively with colleagues and
customers, Work in a socially diverse environment, Perform child protection
duties relevant to the tourism industry, Develop and maintain food and
beverage product knowledge, Provide a link between kitchen and service area
Provide food and beverage services, Process a financial transaction for
services rendered, Provide gueridon service, Provide silver service, Serve a
range of wine products, Receive and securely store in-coming goods, Take
food orders and provide courteous table service, Provide advice to patrons on
food and beverage services, Process transactions for purchase of goods or
services, Prepare and serve non-alcoholic beverages, Provide room service
Demonstration Time : 220 Minutes

Relevant people Certification manager of PCB/AB:
to be confirmed Master Assessor/Master Trainer/Lead Assessor of competency:

Training manager of ATO/RTO:

Others:

Compilers and Validators Position Date and Signature
Name

Dibuat oleh: Compiler
Divalidasi oleh: Validator

LSP PARIWISATA ANGING MAMMIRI
SULAWESI SELATAN

SKEMA SERTIFIKASI KOMPETENSI
FOOD & BEVERAGE WAITER

Skema sertifikasi Food & Beverage Waiter ini merupakan skema sertifikasi Okupasi nasional
yang dikembangkan oleh komite skema sertifikasi LSP Pariwisata Anging Mamiri.

Kemasan kompetensi yang digunakan mengacu pada ACCSTP (ASEAN Common Competency
Standards for Tourism Professionals) dan CATC (Common ASEAN Tourism Curriculum) dari
ASEAN MRA dibidang pariwisata yang ditandatangani pada tanggal 9 Nopember 2012
di Bangkok, Thailand. Skema sertifikasi ini digunakan untuk memastikan kompetensi
tenaga kerja sektor Pariwisata bidang Hotel Food and Beverage Service, kwalifikasi
Food & Beverage Waiter dan sebagai acuan dalam asesmen oleh
LSP Pariwisata Anging Mamiri dan asesor kompetensi.

Ditetapkan tanggal: 08/07/15 Disyahkan tanggal 09/07/15
oleh: oleh:

Gita Nelwan DR. Farid Said, S.P.d
Ketua Komite Skema Direktur LSP

Nomor Dokumen : SKM-004/271/HFBS-05
Nomor Salinan :-
Status Distribusi : ASLI

V Terkendali
Tak Terkendali

LEMBAR VERIFIKASI SKEMA

SKEMA SERTIFIKASI KOMPETENSI
FOOD AND BEVERAGE OKUPASI ASEAN

KWALIFIKASI FOOD AND BEVERAGE WAITER

Jakarta., ........................ 2015
DIVERIFIKASI OLEH BNSP

1. LATAR BELAKANG

Skema ini disusun sebagai langkah implementasi dari Undang - Undang Nomor 10 tahun 2009
Tentang Kepariwisataan dan telah ditandatanganinya ASEAN MRA (Mutual Recognition
Arrangement) on Tourism Professionals pada tahun 2012 yang didalamnya mencakup penetapan
standar kompetensi bidang pariwisata ACCSTP (ASEAN Common Competency Standards for
Tourism Professionals) dan CATC (Common ASEAN Tourism Curriculum).
Skema ini ditetapkan dengan tujuan untuk digunakan sebagai acuan dalam sertifikasi kompetensi
profesi pariwisata khususnya bidang Food Beverages Service pada kwalifikasi Food and Beverage
Waiter bagi tenaga kerja yang telah mendapatkan kompetensinya melalui proses pembelajaran
baik formal, non formal, pelatihan kerja, ataupun pengalaman kerja, yang mengacu kepada
standar kompetensi pariwisata hasil MRA diantara negara-negara ASEAN yakni ACCSTP, CATC yang
mengacu kepada AQRF (ASEAN Qualifications Reference Framework). Skema ini ditetapkan dalam
kerangka harmonisasi rekognisi ASEAN khususnya dan internasional pada umumnya.
Dengan skema sertifikasi yang mengacu langsung pada ASEAN MRA ini diharapkan dapat memberi
manfaat langsung para pemangku kepentingan;

1.1. Industri

• Membantu industri meyakinkan kepada kliennya bahwa jasanya telah dibuat oleh tenaga-
tenaga yang kompeten.

• Membantu industri dalam rekruitmen dan mengembangkan tenaga berbasis kompetensi
guna meningkatkan efisensi pengembangan SDM khususnya dan efisiensi nasional pada
umumnya.

• Membantu industri dalam sistem pengembangan karir dan remunerasi tenaga berbasis
kompetensi dan meningkatkan produktivitas.

1.2. Tenaga Kerja

• Membantu tenaga profesi meyakinkan kepada organisasi/industri/kliennya bahwa dirinya
kompeten dalam bekerja atau menghasilkan jasa dan meningkatkan percaya diri tenaga
profesi.

• Membantu tenaga profesi dalam merencanakan karirnya dan mengukur tingkat
pencapaian kompetensi dalam proses belajar di lembaga formal maupun secara mandiri.

• Membantu tenaga profesi dalam memenuhi persyaratan regulasi.
• Membantu pengakuan kompetensi lintas sektor dan lintas negara.
• Membantu tenaga profesi dalam promosi profesinya sebagai Food and Beverage Waiter

dipasar tenaga kerja.
1.3. Lembaga Pendidikan dan juga Pelatihan.

• Membantu memastikan link and match antara kompetensi lulusan dengan tuntutan
kompetensi dunia industri.

• Membantu memastikan tercapainya efisiensi dalam pengembangan program diklat.

• Membantu memastikan pencapain hasil diklat yang tinggi.
• Membantu Lemdiklat dalam sistem asesmen baik formatif, sumatif maupun holistik yang

dapat memastikan dan memelihara kompetensi peserta didik selama proses diklat.

2. RUANG LINGKUP SKEMA SERTIFIKASI

Ruang lingkup skema sertifikasi okupasi Food and Beverage Service pada kwalifikasi Food and
Beverage Waiter, sesuai prosedur sebagai berikut:
2.1. Menyajikan makanan dan minuman di meja tempat makan dan minum, klub, lembaga dan

kantin, pada kapal dan kereta penumpang.
2.2. Lingkup penggunaan

2.2.1. Pelaksanaan sertifikasi kompetensi profesi Food and Beverage Waiter
2.2.2. Pengembangan paket pembelajaran.

3. TUJUAN SERTIFIKASI
3.1. Memastikan dan memelihara kompetensi kerja Food and Beverage Waiter pada bidang Tata
Hidang (Food and Beverages Service) AQRF;
3.2. Sebagai acuan dalam pelaksanaan asesmen oleh LSP Pariwisata Anging Mammiri dan asesor
kompetensi.

4. ACUAN NORMATIF

4.1. Undang-undang Nomor 13 Tahun 2003 tentang Ketenagakerjaan
4.2. Undang Undang Republik Indonesia No 10 Tahun 2009 Tentang Kepariwisataan Bagian

Kedua, Standardisasi dan Sertifikasi Pasal 53.
4.3. Peraturan Pemerintah Republik Indonesia Nomor 10 Tahun 2018 tentang Badan Nasional

Sertifikasi Profesi
4.4. Peraturan Pemerintah Republik Indonesia Nomor 31 Tahun 2006 tentang Sistem Pelatihan

Kerja Nasional
4.5. Peraturan Presiden Republik Indonesia Nomor 8 Tahun 2012 tentang Kerangka Kualifikasi

Nasional Indonesia
4.6. Peraturan Menteri Tenaga Kerja dan Transmigrasi Republik Indonesia Nomor 5 Tahun 2012

tentang Sistem Standardisasi Kompetensi Kerja Nasional
4.7. ASEAN Mutual Recognition Arrangement on Tourism Professionals, 2012.
4.8. ASEAN Common Competency Standards for Tourism Professionals, 2005.
4.9. Common ASEAN Tourism Curriculum, 2007.
4.10. Pedoman BNSP Nomor 210-2014.

5. KEMASAN / PAKET KOMPETENSI

1.1. Jenis Kemasan : KKNI / OKUPASI NASIONAL / KLASTER

1.2. Rincian Unit Kompetensi atau Uraian Tugas

WAITER : HFBS- 05

Core and Generic Competencies

No. Unit Code Unit Title International
1 D1.HRS.CL1.04 Standard
2 D1.HRS.CL1.05 Berkomunikasi melalui telepon
3 D1.HRS.CL1.05 ACCSTP
4 D1.HRS.CL1.07 Communicate effectively on the telephone
Mengikuti prosedur kebersihan di tempat kerja
5 D1.HRS.CL1.08 Comply with workplace hygiene procedures
Meningkatkan dan memperbaharui pengetahuan local
6 D1.HRS.CL1.11 Develop and update local knowledge
7 D1.HRS.CL1.12 Mengikuti prosedur kesehatan,keselamatan dan keamanan di tempat kerja
8 D1.HRS.CL1.13 Implement occupational health and safety procedures
9 D1.HRS.CL1.14 Mengembangkan dan memperbaharui pengetahuan tentang industry
10 D1.HRS.CL1.15 perhotelan
11 D1.HRS.CL1.17 Maintain hospitality industry knowledge
12 D1.HRS.CL1.18 Melaksanakan prosedur administrasi
13 D1.HRS.CL1.19
14 D1.HRS.CL1.20 Perform clerical procedures
Menyediakan pertolongan pertama
15 D1.HBS.CL5.02 Perform basic First Aid procedures
Mempromosikan produk dan jasa kepada pelanggan
16 D1.HBS.CL5.09 Promote hospitality products and services
17 D1.HBS.CL5.12 Membaca dan menerjemahkan instruksi dasar, arah dan atau diagram
18 D1.HFI.CL8.07 Read and interpret basic instructions, directions and/or diagrams
19 D1.HBS.CL5.11 Menangani keluhan
20 D1.HBS.CL5.14 Receive and resolve customer complaints
21 D1.HBS.CL5.15 Berkomunikasi secara lisan dalam Bahasa Inggris pada tingkat operasional dasar
22 D1.HGE.CL7.11 Speak English at a basic operational level
Melakukan Kerjasama Dengan Kolega dan Pelanggan
Work effectively with colleagues and customers
Bekerja dalam lingkungan sosial yang berbeda
Work in a socially diverse environment
Melakukan tugas perlindungan anak yang relevan dengan industri pariwisata
Perform child protection duties relevant to the tourism industry
Mengembangkan dan memperbaharui pengetahuan tentang makanan dan
minuman
Develop and maintain food and beverage product knowledge
Menyediakan penghubung antara dapur dan area pelayanan
Provide a link between kitchen and service area
Menyediakan layanan makanan dan minuman
Provide food and beverage services
Memproses transaksi keuangan
Process a financial transaction for services rendered
Menyediakan layanan gueridon
Provide gueridon service
Menyediakan silver service
Provide silver service
Menyediakan layanan minuman anggur

Serve a range of wine products
Menerima dan menyimpan barang
Receive and securely store in-coming goods

Functional Competencies

Mengambil pesanan dan menyiapkan meja
23 D1.HBS.CL5.16
Take food orders and provide courteous table service

Menyediakan saran ahli tentang makanan
24 D1.HBS.CL5.10
Provide advice to patrons on food and beverage services

Memproses transaksi pembelian barang atau jasa
25 D1.HFI.CL8.08 ACCSTP
Process transactions for purchase of goods or services

Menyiapkan dan menghidangkan minuman non-alkohol
26 D1.HBS.CL5.07 Prepare and serve non-alcoholic beverages

Menyediakan room service
27 D1.HBS.CL5.13 Provide room service

6. PERSYARATAN DASAR PEMOHON SERTIFIKASI

Persyaratan dasar pemohon untuk mengambil sertifikat pada jabatan Food and
Beverage Waiter

6.1. Memiliki ijazah SMK Pariwisata bidang Tata Hidang/Peserta didik Bidang Hotel dan
Tata Boga atau

6.2. Memiliki sertifikat pelatihan berbasis kompetensi Food and Beverage Waiter bidang
tata hidang/memiliki surat keterangan praktek industri atau

6.3. Tenaga kerja pada okupasi Food and Beverage Waiter di industri pariwisata minimal
lulus pendidikan dan pelatihan sertifikat III atau telah menduduki jabatan Busboy;
Waiter(ress); Server; Restaurant and Bar Service Agent, dengan pengalaman
minimum 1 tahun dijabatan tersebut secara berkelanjutan/peserta didik yang
memiliki rapor sesuai kompetensi terkait.

7. HAK PEMOHON SERTIFIKASI DAN KEWAJIBAN PEMEGANG SERTIFIKAT:

7.1. Hak Pemohon
7.1.1 Seseorang berhak mendapatkan informasi dan konsultasi tentang sertifikasi
profesi pada kwalifikasi Food and Beverage Waiter pada LSP.
7.1.1 Mendapatkan sertifikat kompetensi sesuai kualifikasi okupasinya, jika
dinyatakan kompeten.
7.1.2 Menggunakan sertifikatnya untuk sebutan profesi Bidang Food and Beverage
Service (Tata Hidang) dengan kwalifikasi Food and Beverage Waiter

7.2. Kewajiban Pemegang Sertifikat

7.2.1. Melaksanakan keprofesian bidang Food and Beverage Service (Tata Hidang),

kwalifikasi Food and Beverage Waiter dengan tetap menjaga kode etik profesi.

7.2.2. Mengikuti program surveilan yang ditetapkan LSP minimal satu tahun sekali.

7.2.3. Melaporkan rekaman kegiatan asesmen setiap 6 bulan kepada LSP yang

menerbitkan sertifikat kompetensi, yaitu pada bulan Juni dan Desember setiap

tahunnya.

7.2.4. Pemegang sertifikat segera menyampaikan informasi kepada LSP tentang hal-

hal yang dapat mempengaruhi kemampuan pemegang sertifikat untuk tetap

memenuhi persyaratan sertifikasi.

8. BIAYA SERTIFIKASI
8.1. Struktur biaya sertifikasi sebanyak Rp. 1.500.000,- mencakup biaya asesmen, surveilan dan
administrasi.
8.2. Biaya sertifikasi belum termasuk biaya akomodasi dan transportasi asesor, yang
diperhitungkan sesuai dengan kondisi dan moda transportasi pelaksanaan asesmen.

9. PROSES SERTIFIKASI
9.1. Persyaratan Pendaftaran
9.1.1. Pemohon memahami proses Asesmen untuk skema sertifkasi Food and Beverage
Waiter yang mencakup persyaratan dan ruang lingkup sertifikasi, penjelasan proses
penilaian, hak pemohon, biaya sertifikasi dan kewajiban pemegang sertifikat
9.1.2. Pemohon mengisi formulir Permohonan Sertifikasi (APL 01) yang dilengkapi dengan
bukti :
 Foto copy KTP.
 Foto copy ijasah SMK bidang tata hidang
 Foto copy sertifikat pelatihan Waiter yang dilakukan oleh lembaga diklat
 Bukti Pengalaman kerja sebagai Waiter
 Pas foto 4x6 sebanyak 4 lembar.
 Dll
9.1.3. Pemohon mengisi formulir Asesmen Mandiri (APL 02) dan dilengkapi dengan bukti-
bukti pendukung
9.1.4. Pemohon telah memenuhi persyaratan dasar sertifikasi yang telah ditetapkan
9.1.5. Pemohon menyatakan setuju untuk memenuhi persyaratan sertifikasi dan memberikan
setiap informasi yang diperlukan untuk penilaian
9.1.6. LSP menelaah berkas pendaftaran untuk konfirmasi bahwa pemohon sertifikasi
memenuhi persyaratan yang ditetapkan dalam skema sertifikasi.
9.2. Proses Asesmen

9.2.1. Asesmen skema sertifikasi Food and Beverage Waiter direncanakan dan disusun
dengan cara yang menjamin bahwa verifikasi persyaratan skema sertifikasi telah
dilakukan secara obyektif dan sistematis dengan bukti terdokumentasi untuk
memastikan kompetensi .

9.2.2. Metoda Asesmen dan Alat Asesmen (Assessment tools) skema sertifikasi Food and
Beverage Waiter yang dipilih diinterpretasikan untuk mengkonfirmasikan bukti yang
akan dikumpulkan dan bagaimana bukti tersebut akan dikumpulkan.

9.2.3. Rincian mengenai rencana asesmen dan proses asesmen skema sertifiksi Food and
Beverage Waiter dijelaskan, dibahas dan diklarifikasi dengan Peserta sertifikasi

9.2.4. Prinsip-prinsip asesmen dan aturan-aturan bukti diterapkan sesuai dengan
persyaratan dasar peserta untuk mengumpulkan bukti yang berkualitas

9.2.5. Bukti yang dikumpulkan melalui portofolio/bukti pendukung pada asesmen mandiri
APL 02 diperiksa dan dievaluasi untuk memastikan bahwa bukti tersebut
mencerminkan bukti yang diperlukan untuk memperlihatkan kompetensi telah
memenuhi aturan bukti (VATM )

9.2.6. Hasil proses asesmen yang telah memenuhi aturan bukti VATM direkomendasikan
Kompeten dan yang belum memenuhi aturan bukti VATM direkomendasikan untuk
mengikuti proses lanjut ke proses uji kompetensi.

9.3. Proses Uji Kompetensi

9.3.1. Uji kompetensi skema sertifikasi Food and Beverage Waiter dirancang untuk menilai
kompetensi secara praktek, tertulis, lisan, pengamatan atau cara lain yang andal,
objektif, konsisten serta berdasarkan skema sertifikasi. Rancangan persyaratan uji
kompetensi menjamin setiap hasil uji dapat dibandingkan satu sama lain, baik dalam
hal muatan dan tingkat kesulitan, termasuk keputusan yang sah untuk kelulusan atau
ketidaklulusan.

9.3.2. Peralatan teknis yang digunakan dalam proses pengujian skema sertifikasi waiter
diverifikasi secara tepat.

9.3.3. Prinsip-prinsip asesmen dan aturan-aturan bukti diterapkan sesuai dengan
persyaratan dasar peserta untuk mengumpulkan bukti yang berkualitas.

9.3.4. Bukti yang dikumpulkan melalui uji praktek, uji lisan , tertulis diperiksa dan dievaluasi
untuk memastikan bahwa bukti tersebut mencerminkan bukti yang diperlukan untuk
memperlihatkan kompetensi telah memenuhi aturan bukti (VATM).

9.3.5. Hasil proeses uji kompetensi yang telah memenuhi aturan bukti VATM
direkomendasikan “Kompeten” dan yang belum memenuhi aturan bukti VATM
direkomendasikan “Belum Kompeten”

9.4. Keputusan Sertifikasi
9.4.1. LSP menjamin bahwa informasi yang dikumpulkan selama proses sertifikasi
mencukupi untuk:
a. mengambil keputusan sertifikasi;
b. melakukan penelusuran apabila terjadi banding
9.4.2. Keputusan sertifikasi terhadap peserta hanya dilakukan oleh LSP berdasarkan
rekomendasi dan informasi yang dikumpulkan oleh asesor kompetensi melalui proses
sertifikasi. Personil yang membuat keputusan sertifikasi tidak ikut serta dalam
pelaksanaan asesmen dan uji kompetensi
9.4.3. Personil yang membuat keputusan sertifikasi memiliki pengetahuan yang cukup dan
pengalaman proses sertifikasi untuk menentukan apakah persyaratan sertifikasi telah
dipenuhi.
9.4.4. Sertifikat tidak diserahkan sebelum seluruh persyaratan sertifikasi dipenuhi.
9.4.5. LSP menerbitkan sertifikat kompetensi kepada semua yang telah berhak menerima
sertifikat dalam bentuk surat dan/atau kartu, yang ditandatangani dan disahkan oleh
personil yang ditunjuk LSP.

9.5. Pembekuan dan Pencabutan Sertifikat
9.5.1. Pembekuan dan pencabutan sertifikat kompetensi dilakukan apabila :
a. Pelanggaran kode etik
b. Penyalahgunaan sertifikat, atau pengurangan ruang lingkup sertifikasi.

c. Tidak mematuhi perjanjian yang mengikat dengan pemegang sertifikat kompetensi
Food and Beverage Waiter, untuk memastikan bahwa setelah pencabutan
sertifikat, pemegang sertifikat tidak diperkenankan menggunakan sertifikatnya
sebagai bahan rujukan untuk kegiatannya.

d. Kegagalan dalam menyelesaikan masalah yang mengakibatkan pembekuan
sertifikat, dalam waktu yang ditetapkan oleh LSP, akan mengakibatkan pencabutan
sertifikasi atau pengurangan ruang lingkup sertifikasi.

9.6. Pemeliharaan sertifikasi
Untuk memelihara sertifikasi LSP Pariwisata Anging Mammiri melakukan surveilan pemegang
sertifikat kompetensi yang mencakup :
9.6.1. Evaluasi rekaman kegiatan Food and Beverage Waiter bidang Tata Hidang (Food &
Beverage Service) minimal sekali dalam setahun.
9.6.2. Uji sampling
9.6.3. Uji profisiensi

9.7. Proses Sertifikasi Ulang
9.7.1. Sertifikat kompetensi profesi berlaku selama tiga tahun sejak ditetapkan
9.7.2. LSP Pariwisata Anging Mammiri menetapkan proses sertifikasi ulang sama dengan
persyaratan awal untuk menjamin bahwa profesi yang disertifikasi selalu memenuhi
syarat sertifikasi yang mutakhir.
9.7.3. Fokus metode asesmen
a. Rekaman kegiatan asesmen.
b. Portofolio
c. Konfirmasi keberlangsungan pekerjaan yang memuaskan dan rekaman pengalaman
kerja

9.8. Penggunaan Sertifikat
9.8.1. Memenuhi ketentuan skema sertifikasi.
9.8.2. Sertifikat hanya berlaku untuk ruang lingkup sertifikasi yang diberikan.
9.8.3. Tidak menyalahgunakan sertifikat yang dapat merugikan LSP Pariwisata Anging
Mammiri dan tidak memberikan persyaratan yang berkaitan dengan sertifikasi yang
menurut LSP Pariwisata Anging Mammiridianggap dapat menyesatkan atau tidak sah
9.8.4. Menghentikan semua pernyataan yang berhubungan dengan sertifikasi yang memuat
acuan LSPPariwisata Anging Mammiri setelah dibekukan atau dicabut sertifikatnya
serta mengembalikan sertifikatkepada LSP Pariwisata Anging Mammiri yang
menerbitkannya.

9.9. Banding
9.9.1. Asesi dapat melakukan banding jika Asesi tidak puas atas keputusan yang diambil oleh
Asesor Kompetensi, dengan mengisi form banding penanganan banding mencakup
unsur-unsur dan metoda berikut:

a. proses untuk menerima, melakukan validasi dan menyelidiki banding, dan
memutuskan tindakan yang akan diambil dalam menanggapinya, dengan
mempertimbangkan hasil banding sebelumnya yang serupa;

b. menelusuri dan merekaman banding, termasuk tindakan-tindakan untuk
mengatasinya;

c. memastikan bahwa, jika berlaku, perbaikan yang tepat dan tindakan perbaikan
dilakukan

9.10. Kode Etik Profesi
9.10.1. Para pelaku profesional di bidang pariwisata mempunyai kewajiban untuk
memberikan kepada para wisatawan suatu informasi yang obyektif dan jujur
tentang tempat-tempat tujuan dankondisi perjalanan, penerimaan dan tempat
tinggal, menjamin keterbukaan yang sempurnatentang syarat-syarat
kontrak/perjanjian yang diusulkan kepada para wisatawan, baikmenyangkut harga
dan mutu pelayanan yang dijanjikan maupun gantirugi keuangan yangmenjadi
tanggung jawab mereka jika terjadi pemutusan kontrak dari pihak mereka;
9.10.2. Para profesional pariwisata, sepanjang tergantung pada mereka, harus benar-
benarmemperhatikan untuk bekerjasama dengan para pejabat pemerintah,
keamanan dan keselamatan, pencegahan terhadap kecelakaan, perlindungan
kesehatan dan hygiena makanan dari para wisatawan yang menggunakan jasa
mereka; mereka mengusahakan adanya sistem asuransi dan bantuan yang sesuai;
mereka menyetujui kewajiban memberikan laporan-laporan, menurut cara-cara
yang ditentukan oleh peraturan nasional, dan jika perlu, membayar ganti rugi yang
adil jika kewajiban-kewajiban kontrak mereka tidak mereka penuhi; S-OKUPASI-
PAR-TTHD 2015
9.10.3. Para profesional pariwisata, sepanjang tergantung pada mereka, harus memberikan
sumbangan terhadap pemenuhan kultural dan spiritual para wisatawan dan
memberi peluang selama perjalanan para wisatawan untuk melaksanakan
kewajiban agama mereka.

VFR.PAAP.02- MAP/MATRIX OF ASSESSMENT INSTRUMENTS AGAINST UNIT OR COURSE
REQUIREMENTS

Certification Standards/

Certification Scheme : F & B WAITER

Scheme Code : SKM-271-004-HFBS-05

Job index number : HFBS- 05 / KBLI-KBJI (56101-5132)

UNITS OF COMPETENCY

ASSESSMENT CCCCCCCCCCCCCCCCCCCCCCCCCCC

No. INSTRUMENTS from
SSSSSSSSSSSSSSSSSSSSSSSSSSS
TOOLBOX
123456789111111111122222222

012345678901234567

1. Observation Checklist
(CL)

2. List of Structure
Instruction (LSQ)

3. Interview

4. Oral Questions (LOQ)

5. Written Questions
(LWQ)

6. Third Party Statement
(TPS)

7. Verification of
Portfolio (VP)

8. Checklist of Product
Review (CPR)

9.

10.

11.

12.

FR.PC PRIOR CONSULTATION

Persetujuan Asesmen ini untuk menjamin bahwa Asesi telah diberi arahan secara rinci tentang
perencanaan dan proses asesmen

Certification Standards/ Title : F & B WAITER
Certification Scheme *
Scheme : SKM-271-004-HFBS-05
Venue Code

:

Assessor :

Candidate :

: TL : Verifikasi Portofolio L : Observation Checklist

Bukti yang akan dikumpulkan : T: Written Q
: T: Oral Q

T: Interview

Pelaksanaan asesmen disepakati : Hari/ Tanggal :
pada:
Waktu :

TUK :

Asesor :

Menyatakan tidak akan membuka hasil pekerjaan yang saya peroleh karena penugasan saya sebagai Asesor
dalam pekerjaan Asesmen kepada siapapun atau organisasi apapun selain kepada pihak yang berwenang
sehubungan dengan kewajiban saya sebagai Asesor yang ditugaskan oleh LSP.

Asesi :

Saya setuju mengikuti asesmen dengan pemahaman bahwa informasi yang dikumpulkan hanya digunakan
untuk pengembangan profesional dan hanya dapat diakses oleh orang tertentu saja.

Tanda tangan Asesor : …………………………… Tanggal : ………………………………

Tanda tangan Asesi : …………………………… Tanggal : ………………………………
* Coret yang tidak perlu

FR.TPS THIRD PARTY STATEMENT

Assessee name:

Name of third party: Contact no

Relationship to Employer Supervisor Colleague Other
assessee:
Please specify:_______________________________________________

Please do not complete the form if you are a relative, close friend or have a conflict of
interest]

Unit of competency: 1. Communicate effectively on the telephone

2. Comply with workplace hygiene procedures

3. Develop and update local knowledge

4. Implement occupational health and safety procedures

5. Maintain hospitality industry knowledge

6. Perform clerical procedures

7. Perform basic First Aid procedures

8. Promote hospitality products and services

9. Read and interpret basic instructions, directions and/or diagrams

10. Receive and resolve customer complaints

11. Speak English at a basic operational level

12. Work effectively with colleagues and customers

13. Work in a socially diverse environment

14. Perform child protection duties relevant to the tourism industry

15. Develop and maintain food and beverage product knowledge

16. Provide a link between kitchen and service area

17. Provide food and beverage services

18. Process a financial transaction for services rendered

19. Provide gueridon service

20. Provide silver service

21. Serve a range of wine products

22. Receive and securely store in-coming goods

23. Take food orders and provide courteous table service

24. Provide advice to patrons on food and beverage services

25. Process transactions for purchase of goods or services

26. Prepare and serve non-alcoholic beverages

27. Provide room service

The assessee is being assessed against industry competency standards and we are seeking

your support in the judgement of their competence.

Please answer these questions as a record of their performance while working with you.

Thank you for your time.

Do you believe the assessee has demonstrated the following skills? Yes No Not
sure
(tick the correct response]

Unit Competency 1 :

Element … 

Element 2 … 

Element 3 … 

Unit Competency 2 : 
Element … 
Element 2 … 
Element 3 …
Unit Competency 3 : 
Element … 
Element 2 … 
Element 3 …
Unit Competency 3 : 
Element … 
Element 2 … 
Element 3 …
Unit Competency 3 : 
Element … 
Element 2 … 
Element 3 …
Comments/feedback from Third Party to Trainer/Assessor:

Third party signature: Date:
Send to:

FR.OC OBSERVATION CHECKLIST : F & B WAITER

Assessee name 1. Communicate effectively on the telephone
Assessor name 2. Comply with workplace hygiene procedures
Location/venue 3. Develop and update local knowledge
Unit of competency 4. Implement occupational health and safety procedures
5. Maintain hospitality industry knowledge
Dates of observation 6. Perform clerical procedures
Instructions 7. Perform basic First Aid procedures
8. Promote hospitality products and services
9. Read and interpret basic instructions, directions and/or diagrams
10. Receive and resolve customer complaints
11. Speak English at a basic operational level
12. Work effectively with colleagues and customers
13. Work in a socially diverse environment
14. Perform child protection duties relevant to the tourism industry
15. Develop and maintain food and beverage product knowledge
16. Provide a link between kitchen and service area
17. Provide food and beverage services
18. Process a financial transaction for services rendered
19. Provide gueridon service
20. Provide silver service
21. Serve a range of wine products
22. Receive and securely store in-coming goods
23. Take food orders and provide courteous table service
24. Provide advice to patrons on food and beverage services
25. Process transactions for purchase of goods or services
26. Prepare and serve non-alcoholic beverages

27. Provide room service

1. Did the assessee….. (CS 1) Yes No
Element 1 Following hygiene procedures
Element 2 Make a phone call 

2. Did the assessee….. (CS 2)
Element Following hygiene procedures. Yes No
Element 2 Identify and prevent hygiene risks

3. Did the assessee….. (CS 3) 

Yes No

Element Develop local knowledge 

Element 2 Updating local knowledge 

4. Did the assessee….. (CS 4) Yes No

Element Follow workplace procedures and provide feedback on health, safety and security  

Element 2 Handling emergency situations 

Element 3 Maintain safe personal presentation standards 

5. Did the assessee….. (CS 5) Yes No
Element Looking for information about the hospitality industry
Element 2 Increase knowledge in the hospitality industry 


6. Did the assessee….. (CS 6) Yes No

Element . Process office documents 
Element 2 Drafting a simple correspondence 

Element 3 Maintaining a document system 

7. Did the assessee….. (CS 7) Yes No
Element Assess and respond to emergency first aid situations
Element 2 Provide proper care 


Element 3 Monitoring the situation 

Element 4 Preparing incident reports 

8. Did the assessee….. (CS 8) Yes No
Element Develop product/service and market knowledge
Element 2 Encouraging customers to use and buy products & services 


9. Did the assessee….. (CS 9) Yes No
Element Identify the purpose of the text


Element 2 Interpreting charts, graphs and charts. 
Element 3 Understand directions 

10. Did the assessee….. (CS 10) Yes No
Element Establish the nature and details of the complaint
Element 2 Offer appropriate action to solve the complaint problem 
Element 3 Follow up 

11. Did the assessee….. (CS 11)
Element Communicate with customers and colleagues regarding matters relating to basic Yes No

and daily activities at work and customer service activitie 
Element 2 Talking over the phone

12. Did the assessee….. (CS 12)
Element Communicating at work Yes No
Element 2 Provide assistance for internal and external guests
Element 3 Maintain personal presentation performance standards 
Element 4 Doing team work 

13. Did the assessee….. (CS 13) 
Element Communicating with customers and colleagues from diverse backgrounds
Element 2 Dealing with Intercultural Misunderstandings Yes No

14. Did the assessee….. (CS 14) 
Element . Identifying the problem of sexual exploitation of children by tourists 
Element 2 Describe national, regional and international measures to prevent the sexual
Yes No
exploitation of children by tourists
Element 3 Describes actions that can be taken in the workplace to protect children from 

sexual exploitation by tourists


15. Did the assessee….. (CS 15) Yes No
Element Update information about food and drink
Element 2 Sharing information with Customers. 

16. Did the assessee….. (CS 16)
Element Provide service related services between the kitchen area and the service area Yes No
Element 2 Cleaning the food service area

17. Did the assessee….. (CS 17) 
Element Preparing dishes/restaurant area for service
Element 2 Setting up and setting the table Yes No
Element 3 Welcoming customers
Element 4 Taking and Processing Orders 
Element 5 Serving and cleaning drinks and food 
Element 6 Closing the restaurant/dining area 

18. Did the assessee….. (CS 18) 
Element Process receipts and payments 
Element 2 Matching results
Yes No
19. Did the assessee….. (CS 19)
Element Prepare and maintain gueridon trolleys and equipment hes 
Element 2 Recommend and sell types of gueridon menu to custome 
Element 3 Prepare and serve food
Yes No
20. Did the assessee….. (CS 20)
Element Using silver service technique to serve food 
Element 2 Collaborating with kitchen staff 
Element 3 . Provide a table for silver serice 

21. Did the assessee….. (CS 21) Yes No





Yes No

Element Advise customers on imported and local wines 
Element 2 . Evaluating wine 

Element 3 Develop a wine list 

Element 4 Storing and handling wine 

Element 5 Improve wine knowledge 
22. Did the assessee….. (CS 22)
Yes No
Element Pick up supplies
Element 2 Storing inventory 
Element 3 Carry out inventory turnover and maintenance 

23. Did the assessee….. (CS 23)
Element Prepare food and/or food and beverage outlet for service Yes No
Element 2 Take and process orders
Element 3 Prepare and pack take away food and beverages 
Element 4 Provide table service 
Element 5 Store and handle foods safely 
Element 6 Handle payment and carry out cash control procedures 
Element 7 Close down food service area 

24. Did the assessee….. (CS 24) 
Element Update food and beverage knowledge
Element 2 Advise on menu items Yes No
Element 3 Provide wine advice

25. Did the assessee….. (CS 25) 
Element Use financial record keeping technology 
Element 2 Create financial control system
Element 3 Create production control system Yes No
Element 4 Respond to the results produced by the established control systems





26. Did the assessee….. (CS 26) Yes No
Element Preparing drinks tea and coffee
Element 2 Preparing cold drinks 
Element 3 Use equipment and machine for drinks non-alcoholic 

27. Did the assessee….. (CS 27)
Element Take and process room service orders Yes No
Element 2 Prepare for room service
Element 3 Present room service accounts 

Did the assessee’s overall performance meet the standard? 

Feedback to assessee
Strengths:

Improvements needed:

General comments:

assessee signature Date
Assessor signature Date

FR.OQ. Oral Qustions

Assessee name F & B WAITER
Assessor name
Location/venue D1.HRS.CL1.04, D1.HRS.CL1.05, D1.HRS.CL1.06, D1.HRS.CL1.07, D1.HRS.CL1.08,
D1.HRS.CL1.11, D1.HRS.CL1.12, D1.HRS.CL1.13, D1.HRS.CL1.14, D1.HRS.CL1.15,
Schema /Unit of D1.HRS.CL1.17, D1.HRS.CL1.18, D1.HRS.CL1.19, D1.HRS.CL1.20, D1.HBS.CL5.02,
competency D1.HBS.CL5.09, D1.HBS.CL5.12, D1.HFI.CL8.07, D1.HBS.CL5.11, D1.HBS.CL5.14,
D1.HBS.CL5.15, D1.HGE.CL7.11, D1.HBS.CL5.16, D1.HBS.CL5.10, D1.HFI.CL8.08,
Instructions
D1.HBS.CL5.07, D1.HBS.CL5.13

Ask assessee questions from the attached list to confirm knowledge, as necessary
Place tick in boxes to reflect student achievement (Pass Competent ‘PC’ or Not Yet

Competent ‘NYC’)
Write short-form assessee answer in the space provided for each question.

Questions/Answer Response
PC NYC
UNIT : 1 COMMUNICATE EFFECTIVELY ON THE TELEPHONE
1. How do you communicate effectively over the telephone and email?

 Practice being clear and concise with your message. ...
 Before sending, ALWAYS reread your message and double check for grammar

&misused words.
 Copy back salient points when replying to an earlier message. ...
 Use specific subject line descriptions.



UNIT : 2 COMPLY WITH WORKPLACE HYGIENE PROCEDURES
2. What are the hygiene procedures to be followed in the workplace?

 Do clean up after yourself., Do regularly wipe down your workstation., Do wash your cups and
mugs daily., Do use sanitiser provided for you., Do adhere to the company's hygiene
policy.,Don't sneeze or cough without covering your nose and mouth.


UNIT : 3 DEVELOP AND UPDATE LOCAL KNOWLEDGE
3. What is the required knowledge in develop and update industry knowledge?
 The performance outcomes, skills and knowledge required to develop and update
current and emerging information on the hospitality industry, including industry
structure, current technology and key environmental, community, legal and ethical
issues



Questions/Answer Response
PC NYC
UNIT : 4 IMPLEMENT OCCUPATIONAL HEALTH AND SAFETY PROCEDURES
4. Why do you need to identify and implement health and safety procedures and work

instructions?

 The purpose of a safe work procedure is to reduce the risk to health and safety in the
workplace and reduce the likelihood of an injury by ensuring that employees know
how to work safely when carrying out the tasks involved in their jobs.



UNIT : 5 MAINTAIN HOSPITALITY INDUSTRY KNOWLEDGE
5. How could you regularly update and improve your hospitality industry knowledge,

please mention three ways?

Three Ways to Maintain Your Industry Knowledge and Skills:
 Use your professional/social networks., Subscribe to industry/trade magazines, blogs

and newsletters. & Ask your employer for support. ...



UNIT : 6 PERFORM CLERICAL PROCEDURES
6. How do you select required documentation for manage workplace information

systems?

 Job application., Resume and cover letter, Employment and education verification.,
Position job description., Emergency contact information., Job offer letter,
employment contract or rejection letter., Signed employee handbook
acknowledgment form. and Relocation documents and agreements.



UNIT : 7 PERFORM BASIC FIRST AID PROCEDURES
7. What is the first thing you should do before performing first aid?
 Follow DRABC., Ensure professional medical assistance has been summoned., Apply

rescue breathing if casualty is not breathing., Place conscious casualties into the
Recovery Position., Apply CPR where there is no pulse.



UNIT : 8 PROMOTE HOSPITALITY PRODUCTS AND SERVICES
8. Why is it important to promote and enhance services and products to

customers?
 Promotion is a key element in putting across the benefits of your product or service to the

customers. Well-designed marketing and promotional strategies ensure long-term success,
bring in more customers and ensure profitability for businesses.



Questions/Answer Response
PC NYC
UNIT : 9 READ AND INTERPRET BASIC INSTRUCTIONS, DIRECTIONS AND/OR DIAGRAMS
9. Mention 5 guidelines to help make instructions easy on the user!

1. Provide step-by-step sequences in the correct order.
2. Follow the timing and sequencing of the actual operations .
3. Provide visual stepping stones (e.g. Step 1, Step 2 etc.)
4. Avoid lengthy paragraphs.
5. Use everyday words and terms: avoid jargon.



UNIT : 10 RECEIVE AND RESOLVE CUSTOMER COMPLAINTS
10. What are the 5 steps to handling a customer complaint?
a. Recognise it. The first step always has to be recognising that a mistake has been made.,
b. Admit it Never tell the customer they're wrong to make a complaint, c. Apologise
without delay. Don't wait to apologise, d. Fix it and e. Do something extra.



UNIT : 11 SPEAK ENGLISH AT A BASIC OPERATIONAL LEVEL
11. What are the example words and expressions to appropriately end a conversation

and say goodbye?
 Have a good day!, It was wonderful to talk with you. I must be going. ..., It was great

to talk with you. I look forward to seeing you again soon (or talking with you again
soon)., It was great to see you again.



UNIT : 12 WORK EFFECTIVELY WITH COLLEAGUES AND CUSTOMERS
12. Why is it important to communicate with colleagues and customers in a polite

friendly and professional way?
 Speaking efficiently and politely helps show you're knowledgeable about the topic and respect

the customer. ...


UNIT : 13 WORK IN A SOCIALLY DIVERSE ENVIRONMENT
13. What is the impact of social and cultural diversity where difficulties or
misunderstandings occur?

 Cultural differences increase the likelihood of misunderstanding as well. If people speak
different languages, the danger of bad translation is obvious. But even if people speak the same
language, they may communicate in different ways.



Questions/Answer Response
PC NYC
UNIT : 14 PERFORM CHILD PROTECTION DUTIES RELEVANT TO THE TOURISM INDUSTRY
14. In your own words describe/define the problem of sexual exploitation of children by

tourists (otherwise known as child-sex tourism).
 Physical or mental illness, such as depression or post-traumatic stress disorder (PTSD)

Family crisis or stress, including domestic violence and other marital conflicts, or single
parenting.



UNIT : 15 DEVELOP AND MAINTAIN FOOD AND BEVERAGE PRODUCT KNOWLEDGE
15. What is the most accurate information provided on a food label?
 At the top of the Nutrition Facts label, you will find the total number of servings in the

container and the food or beverage's serving size. The serving size on the label is
based on the amount of food that people may typically eat at one time and is not a
recommendation of how much to eat.


UNIT : 16 PROVIDE A LINK BETWEEN KITCHEN AND SERVICE AREA
16. What does it mean by liaise or link between kitchen and service area?
 Information To Be Relayed From The Kitchen Staff To The Kitchen • General Food
Orders- As Given By Guests To Waiters. It Includes Table Number, Number Of
Guests(Pax), Dishes Order, Name Of Waiter- Or Your Name.


UNIT : 17 PROVIDE FOOD AND BEVERAGE SERVICES
17. Why is it important to understand your roles and responsibilities at the start of the
shift?

 Because The running of any business depends on everyone understanding their roles and
responsibilities. By understanding their duties, they can perform their assigned tasks
efficiently.


UNIT : 18 PROCESS A FINANCIAL TRANSACTION FOR SERVICES RENDERED
18. What are the 4 types of financial transactions?
 The four types of financial transactions that impact of the business are sales,
purchases, receipts, and payments..



Questions/Answer Response
PC NYC
UNIT : 19 PROVIDE GUERIDON SERVICE
19. How can you promote a range of gueridon menu items to guests and potential

guests?
 Promote gueridon service to guests:

Identify the range of menu items that may be offered via gueridon service., Describe
and promote a range of gueridon menu items to guests and potential guests., escribe
the procedures involved in the provision of gueridon service to guests.



UNIT : 20 PROVIDE SILVER SERVICE
20. What is the difference between silver service and Gueridon service?
 Unlike silver service, when the spoon and form are used together in one hand,

guéridon service requires that the spoon and fork are used one in each hand.



UNIT : 21 SERVE A RANGE OF WINE PRODUCTS
21. Briefly explain the wine production process.
 There are five basic stages or steps to making wine: harvesting, crushing and pressing,

fermentation, clarification, and then aging and bottling. Undoubtedly, one can find
endless deviations and variations along the way


UNIT : 22 RECEIVE AND SECURELY STORE IN-COMING GOODS
22. How do you prepare a receiving area for goods delivery?
 Make sure the receiving area is clean, tidy and free from obstructions and hazards
before deliveries arrive 2. make sure appropriate handling equipment is available and
is in good working order 3. check there is enough storage capacity for anticipated
deliveries, telling appropriate people when there is not


UNIT : 23 TAKE FOOD ORDERS AND PROVIDE COURTEOUS TABLE SERVICE
23. How do you welcome guest and take food orders?

 Take prompt action on any request or problem and be observant. Offer additional
beverage if needed before they have to ask. Ask if anything else is required and if not,
wish your guest an enjoyable meal. Serve the food to the correct person by stating the
name of the beverage and food.



Questions/Answer Response
PC NYC
UNIT : 24 PROVIDE ADVICE TO PATRONS ON FOOD AND BEVERAGE SERVICES
24. As a food and beverage server what ways can you find out about your job role? 

 As a Food & Beverage Server :
- Take and relay food and beverage orders.
- Serve food and beverages to guests.
- Check on guest satisfaction.
- Handle complaints and concerns of customers.
- Provide food and beverage product knowledge.
- Use proper serving techniques.
- Practice responsible alcohol service.

UNIT : 25 PROCESS TRANSACTIONS FOR PURCHASE OF GOODS OR SERVICES
25. Identify three types of financial data which may need to be inputted into your

workplace financial control system to update/maintain system records.
 The records relating to financial transactions are known as financial records.

- Legal records. ...
- Personnel records. ...
- Progress records. ...



UNIT : 26 PREPARE AND SERVE NON-ALCOHOLIC BEVERAGES
26. Name one tea drink and one coffee drink (other than those identified in the answer

to the previous question) and describe how each is prepared.
 Peppermint tea. Peppermint tea(Pixabay) & Excelsa. Both coffee and tea are “complex

beverages” that contain a variety of ingredients. They include caffeine, polyphenols,
and antioxidants -



UNIT : 27 PROVIDE ROOM SERVICE
27. Why is there a need to verify items on a tray/trolley prior to serving room service

orders?
 To Confirm that the tray or trolley is being placed where the guest wants it, Set them

up where directed., Position the furniture properly, Light a candle, if applicable,
Explain the contents of the tray or trolley and Serve the food and beverages.



FR.WQ. Written Questions : F & B WAITER

Error! Reference source not found.
Unit Code …….

Student Name: ____________________________________________________________
Answer all the following questions and submit to your Assessor.

UNIT : 1 COMMUNICATE EFFECTIVELY ON THE TELEPHONE: D1.HRS.CL1.04
1. What is the 7 effective communication?

___________________________________________________________________

___________________________________________________________________

____________________________________________________________________________

____________________________________________________________________________

UNIT : 2 COMPLY WITH WORKPLACE HYGIENE PROCEDURES: D1.HRS.CL1.0
2. What are the hygiene procedures to be followed in the workplace?

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

UNIT : 3. DEVELOP AND UPDATE LOCAL KNOWLEDGE: D1.HRS.CL1.06
3. What is the required knowledge in develop and update industry knowledge?

___________________________________________________________________

___________________________________________________________________

____________________________________________________________________________

____________________________________________________________________________

UNIT : 4. IMPLEMENT OCCUPATIONAL HEALTH AND SAFETY PROCEDURES: D1.HRS.CL1.07
4. Why do you need to identify and implement health and safety procedures and work

instructions?
___________________________________________________________________

___________________________________________________________________

____________________________________________________________________________

____________________________________________________________________________

UNIT : 5. MAINTAIN HOSPITALITY INDUSTRY KNOWLEDGE: D1.HRS.CL1.08
5. How could you regularly update and improve your hospitality industry knowledge, please

mention three ways?
___________________________________________________________________

___________________________________________________________________

____________________________________________________________________________

____________________________________________________________________________

UNIT : 6. PERFORM CLERICAL PROCEDURES: D1.HRS.CL1.11
6. How do you select required documentation for manage workplace information systems?

____________________________________________________________________

____________________________________________________________________

_____________________________________________________________________________
____________________________________________________________________________

UNIT : 7. ERFORM BASIC FIRST AID PROCEDURES: D1.HRS.CL1.12
7. What is the first thing you should do before performing first aid prosedures?

____________________________________________________________________

____________________________________________________________________

_____________________________________________________________________________

____________________________________________________________________

UNIT : 8. PROMOTE HOSPITALITY PRODUCTS AND SERVICES: D1.HRS.CL1.13
8. Why is it important to promote and enhance services and products to customers?

_____________________________________________________________________________
____________________________________________________________________

_____________________________________________________________________________
____________________________________________________________________

UNIT : 9. READ AND INTERPRET BASIC INSTRUCTIONS, DIRECTIONS AND/OR DIAGRAMS: D1.HRS.CL1.14
9. Mention 5 guidelines to help make instructions easy on the user!

_____________________________________________________________________________
____________________________________________________________________

_____________________________________________________________________________
____________________________________________________________________

UNIT : 10. RECEIVE AND RESOLVE CUSTOMER COMPLAINTS: D1.HRS.CL1.15
10. What are the example words and expressions to appropriately end a conversation and say

goodbye?
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UNIT : 11. SPEAK ENGLISH AT A BASIC OPERATIONAL LEVEL: D1.HRS.CL1.17
11. Why is it important to communicate with colleagues and customers in a polite friendly and

professional way?
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UNIT : 12. WORK EFFECTIVELY WITH COLLEAGUES AND CUSTOMERS: D1.HRS.CL1.18
12. What is the impact of social and cultural diversity where difficulties or misunderstandings occur?

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UNIT : 13. WORK IN A SOCIALLY DIVERSE ENVIRONMENT D1.HRS.CL1.1
13. In your own words describe/define the problem of sexual exploitation of children by tourists

(otherwise known as child-sex tourism).
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UNIT : 14. PERFORM CHILD PROTECTION DUTIES RELEVANT TO THE TOURISM INDUSTRY: D1.HRS.CL1.20
14. What are the different methods and techniques used in preparing and cooking food?

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UNIT : 15. DEVELOP AND MAINTAIN FOOD AND BEVERAGE PRODUCT KNOWLEDGE: D1.HBS.CL5.02
15. What is the most accurate information provided on a food label?

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UNIT : 16. PROVIDE A LINK BETWEEN KITCHEN AND SERVICE AREA D1.HBS.CL5.09
16. What does it mean by liaise or link between kitchen and service area?
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UNIT : 17 PROVIDE FOOD AND BEVERAGE SERVICES D1.HBS.CL5.12
17. Why is it important to understand your roles and responsibilities at the start of the shift?

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UNIT : 18. PROCESS A FINANCIAL TRANSACTION FOR SERVICES RENDERED: D1.HFI.CL8.07
18. What are the seven (7) basic principles of preparing soups?
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UNIT : 19. PROVIDE GUERIDON SERVICE D1.HBS.CL5.11
19. How can you promote a range of gueridon menu items to guests and potential guests?

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