Dokumen TB FB WAITER

UNIT : 20. PROVIDE SILVER SERVICE D1.HBS.CL5.14
20. What is the difference between silver service and Gueridon service?

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UNIT : 21 SERVE A RANGE OF WINE PRODUCTS D1.HBS.CL5.15
21. Briefly explain the wine production process.
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UNIT : 22 RECEIVE AND SECURELY STORE IN-COMING GOODS D1.HGE.CL7.11
22. How do you prepare a receiving area for goods delivery?

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UNIT : 23. TAKE FOOD ORDERS AND PROVIDE COURTEOUS TABLE SERVICE : D1.HBS.CL5.16
23. How do you welcome guest and take food orders?

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UNIT : 24. PROVIDE ADVICE TO PATRONS ON FOOD AND BEVERAGE SERVICES: D1.HBS.CL5.10
24. As a food and beverage server what ways can you find out about your job role?

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UNIT : 25. PROCESS TRANSACTIONS FOR PURCHASE OF GOODS OR SERVICES: D1.HFI.CL8.08
25. Identify three types of financial data which may need to be inputted into your workplace

financial control system to update/maintain system records.

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UNIT : 26. PREPARE AND SERVE NON-ALCOHOLIC BEVERAGES : D1.HBS.CL5.07
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

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UNIT : 27. PROVIDE ROOM SERVICE : D1.HBS.CL5.13
27. Why is there a need to verify items on a tray/trolley prior to serving room service orders?

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FR.AWQ. Answers to Written Questions: F & B WAITER

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

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, D1.HRS.CL1.17, D1.HRS.CL1.18,
D1.HRS.CL1.19, D1.HRS.CL1.20, D1.HBS.CL5.02, 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, D1.HBS.CL5.07, D1.HBS.CL5.13

The following are model answers only – Assessors must use discretion when determining whether
or not an answer provided by a assessee is acceptable or not.……….?

The following are model answers only – Assessors must use discretion when determining whether
or not an answer provided by a assessee is acceptable or not.……….?

1. What is the 7 effective communication?
 Answer : The seven C's are:
clarity, correctness, conciseness, courtesy, concreteness, consideration and completeness.

2. What are the hygiene procedures to be followed in the workplace?
 Answer : 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.How can we
use the telephone system efficiently and effectively?

3. What is the required knowledge in develop and update industry knowledge?
Answer : 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 issuesList three ways supervisors/managers with OHS responsibilities
can discharge their duty to make sure staff are aware of relevant OHS information.

4. Why do you need to identify and implement health and safety procedures and work instructions?
 Answer : 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.

5. How could you regularly update and improve your hospitality industry knowledge, please
mention three ways?
 Answer : 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. ...

6. How do you select required documentation for manage workplace information systems ?
 Answer : By Preparing a Workplace Document. When you sit down to write a document
at work, you'll need to consider who the audience is and what the purpose of your
message is (to inform, persuade, or entertain). With that information you can decide
which document type (channel) to use..

7. What is the importance of knowing and performing basic first aid procedures?
 Answer : In some situations if a patient doesn't receive basic first aid care immediately
their situation will deteriorate – often rapidly. By being able to provide basic care you can
stabilize a patient until emergency medical services arrives.

8. Why is it important to promote and enhance services and products to customers?
 Answer : 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.

9. Mention 5 guidelines to help make instructions easy on the user!
 Answer :
• Provide step-by-step sequences in the correct order.
• Follow the timing and sequencing of the actual operations .
• Provide visual stepping stones (e.g. Step 1, Step 2 etc.)
• Avoid lengthy paragraphs.
• Use everyday words and terms: avoid jargon..

10. Write down the 5 steps to handling a customer complaint??
 Answer : There are :
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..

11. What are the example words and expressions to appropriately end a conversation and say
goodbye?
 Answer : The example words are :
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.

12. Why is it important to communicate with colleagues and customers in a polite friendly and
professional way?
 Answer : Good communication helps businesses develop trust with clients and clearly
articulate needs, expectations and challenges. Communicating more effectively can
improve the client relationship and potentially add more leads to the business

13. What is the impact of social and cultural diversity where difficulties or misunderstandings occur?
 Answer : 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..

14. In your own words describe/define the problem of sexual exploitation of children by tourists
(otherwise known as child-sex tourism).
 Answer : 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.

15. What is the most accurate information provided on a food label?
 Answer : 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.

16. What does it mean by liaise or link between kitchen and service area?
 Answer : 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..

17. Why is it important to understand your roles and responsibilities at the start of the shift?
 Answer : 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

18. Why is it important to know the basic preparation of meat cuts according to the given recipe?
 Answer : 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.

19. How can you promote a range of gueridon menu items to guests and potential guests?
 Answer : 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.

20. What is the difference between silver service and Gueridon service?
 Answer : The difference amang silver service and Guiridon 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..

21. Briefly explain the wine production process.
 Answer : 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

22. How do you prepare a receiving area for goods delivery?
 Answer : 1, 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

23. How do you welcome guest and take food orders?
 Answer : Fish requires less cooking time. What method of cooking is best for large and
fatty fish and is not recommended for lean fish. What do you call to the substances used
as decorations or embellishment and accompanying prepared food

24. As a food and beverage server what ways can you find out about your job role?
 Answer : 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.

25. Identify three types of financial data which may need to be inputted into your workplace
financial control system to update/maintain system records.
 Answer : The records relating to financial transactions are known as financial records.

- Legal records. ..., - Personnel records. ... and - Progress records. ...

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
 Answer : 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

27. Why is there a need to verify items on a tray/trolley prior to serving room service orders?
• Answer : 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.CRS COMPETENCY RECORDING SHEET FOR F&B WAITER

Name of Assessee 1. Communicate effectively on the telephone
Name of Assessor/s 2. Comply with workplace hygiene procedures
Unit of Competency 3. Develop and update local knowledge
4. Implement occupational health and safety procedures
Date assessment commenced 5. Maintain hospitality industry knowledge
Date assessment finalised 6. Perform clerical procedures
Assessment decision 7. Perform basic First Aid procedures
Follow up action required 8. Promote hospitality products and services
(Insert additional work and assessment 9. Read and interpret basic instructions, directions and/or diagrams
required to achieve competency) 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

Pass Competent / Not Yet Competent (Circle one)

Comments/observations by assessor/s

Place a tick () in the column to reflect evidence obtained to determine Competency of the ssessee for each
Element.

Unit of Competency and Element Observa 3rd Party Oral Written Work Other
tion of Projects
skills Statement Questions Questions

Unit of Competency 1: ....

Element 1 Answering incoming calls
Element 2 Make a phone call
Unit of Competency 2: …..

Element Following hygiene procedures

Element 2 Identify and prevent hygiene
risks

Unit of Competency 3: …..

Element Develop local knowledge

Element 2 Updating local knowledge

Unit of Competency 4: …..

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

Element 2 Handling emergency situations

Element 3 Maintain safe personal
presentation standards

Unit of Competency 5: …..

Element 1 Looking for information about
the hospitality industry

Element 2 Increase knowledge in the
hospitality industry

Unit of Competency 6: …..

Element Process office documents

Element 2 Drafting a simple correspondence

Element 3 Maintain the document system

Unit of Competency 7: …..

Element Processing office documents

Element 2 Making a simple correspondence
draft

Element 3 Monitoring the situation

Element 4 Prepare incident reports
Unit of Competency 8: ....

Element Develop product/service and
market knowledge

Element 2 Encouraging customers to use
and buy products & services

Unit of Competency 9: …..

Element Identify the purpose of the text

Element 2 Interpreting charts, graphs and
charts.

Element 3 Understand directions

Unit of Competency 10: …..

Element Offer appropriate action to solve
the complaint problem

Element 2 Offer appropriate action to solve
the complaint problem

Element Follow up
Unit of Competency 11: ....

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

Element 2 Talking over the phone

Unit of Competency 12: …..

Element Communicating at work

Element 2 Provide assistance for internal
and external guests

Element 3 Maintain personal presentation
performance standards

Element 4 Doing team work
Unit of Competency 13: ....

Element Communicating with customers
and colleagues from diverse
backgrounds

Element 2 Dealing with Intercultural
Misunderstandings

Unit of Competency 14: ....

Element Identifying the problem of sexual
exploitation of children by
tourists

Element 2 Describe national, regional and
international measures to
prevent the sexual exploitation
of children by tourists

Element 3 Describes actions that can be
taken in the workplace to protect
children from sexual exploitation
by tourists

Unit of Competency 15: ....

Element Update information about food
and drink

Element 2 Sharing information with
Customers

Unit of Competency 16: ....

Element Provide service related services
between the kitchen area and
the service area

Element 2 Cleaning the food service area
Unit of Competency 17: ....

Element Preparing dishes/restaurant area
for service

Element 2 Setting up and setting the table

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
Unit of Competency 18: ....

Element Process receipts and paymentss

Element 2 Matching results
Unit of Competency 19: ....

Element Prepare and maintain gueridon
trolleys and equipment

Element 2 Recommend and sell types of
gueridon menu to customers

Element 3 Prepare and serve food
Unit of Competency 20: ....

Element Using silver service technique to
serve food

Element 2 Collaborating with kitchen staff

Element 3 Provide a table for silver serice
Unit of Competency 21: ....

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
Unit of Competency 22: ....

Element Pick up supplies

Element 2 Storing inventory

Element 3 Carry out inventory turnover and
maintenance

Unit of Competency 23: ....

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

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

Unit of Competency 24: .... Date
Date
Element Update food and beverage
knowledge

Element 2 Advise on menu items
Element 3 Provide wine advice
Unit of Competency 25 ....

Element Use financial record keeping
technology

Element 2 Create financial control system
Element 3 Create production control syste
Element 4 Respond to the results produced

by the established control
systems
Unit of Competency 26 ....

Element Preparing drinks tea and coffee
Element 2 Cold Preparing drinks
Element 3 Use equipment and machine for

drinks non-alcoholic
Unit of Competency 27: ....

Element : Take and process room service
orders

Element 2 Prepare for room service
Element 3 Provide room service
Element 4 Present room service accounts

Candidate signature

Assessor signature

FR.FAN FEEDBACK AND ASSESSMENT NOTES

Name Asesi : Day / Date :
Time :
Name Assessor :

Feedback from Asesi (to be filled in by Asesi after making a decision):

COMPONENT Results Notes/Comments
Yes No Access
I get an adequate explanation regarding the assessment/
competency test process ☐☐

I was given the opportunity to study the competency standards ☐ ☐

that will be tested and self-assess against its achievements

Assessors provide an opportunity to discuss/negotiate ☐☐
assessment methods, instruments and sources as well as
assessment schedule

The assessor tried to dig up all supporting evidence in ☐☐
accordance with my training background and experience ☐☐
I am fully given the opportunity to demonstrate my competence
during the assessment

I get an adequate explanation of the assessment decision ☐☐

The assessor with me studied all the assessment documents and ☐☐
signed them ☐☐
☐☐
The assessor with me studied all the assessment documents and ☐☐
signed them
I get a guarantee of confidentiality of the results of the
assessment as well as an explanation of the handling of the
assessment documents

Assessors use effective communication skills during assessment

Other notes/comments (if any):

FR.AR ASSESSMENT REPORT

Certification Scheme Title : F & B WAITER

(KKNI/Occupational/Cluster) code : SKM-271-004-HFBS-05

Venue :
:
Assessor Name :

Date

Recomendation

No. Nama Asesi PC NYC Information **

1. ☐ ☐

2. ☐ ☐

3. ☐ ☐

4. ☐ ☐

** write down the Code and Title of the Competency Unit declared by the BK when assessing a
scheme

Negative and Positive Aspects in the ASESMEN BERJALAN LANCAR
Assessment

Recording of Rejection of Assessment TIDAK ADA PENOLAKAN
Results TIDAK ADA/PANITIA HARUS LEBIH TEPAT WAKTU

Repair Suggestions:
(Assessor/Related Personnel)

Notes : Assessor :
Name
No. Reg

Signature/
Date

FR.RAP REVIEWING THE ASSESSMENT PROCESS

Certification Scheme Title : F & B WAITER
(KKNI/Occupational/Cluster Code
: SKM-271-004-HFBS-05
Venue :
Name Asesor :
Date :

Explanation:
1. The review should be carried out by an assessor who supervises the implementation of the assessment.
2. If the review is conducted by another assessor, the review will be conducted after the entire assessment

implementation process has been completed.
3. The review can be carried out in an integrated manner within the certification scheme and/or homogeneous group

participants..

Aspects reviewed Conformity with assessment principles

Assessment procedure: Reliable Reliable Reliable Reliable
• Assessment plan
• Assessment preparation
• Implementation of assessment
• Assessment decisions
• Assessment feedback
Recommendations for improvement:

Fulfillment of competency dimensions

Aspek yang ditinjau Task Skills Task Contingency Job Role/ Transfer Skills
Management Management Environment T-DPL
Consistency of assessment L-CL
Skills Skills Skills

L-CL L-CL L-CL
T-DPL
decisions T-DPL

Evidence from various

assessments is checked for

consistency of

competency dimensions

Recommendations for improvement:

Reviewer Name Signature Date Comment

FR.AV ASSESSMENT VALIDATION

Tim Validasi 1. Day/Date :
2. Venue :

Periode : Before Assessment During Assessment ☐ After Assessment

Scheme Title F & B WAITER
Scheme Code
SKM-271-004-HFBS-05

1 Setting up the validation process Validation context Validation approach
Purpose and focus of validation

Part of the organization's Internal Assessment panel
quality assurance process organization
Anticipating risk Moderation meeting
BNSP requirements External organization Reviewing
assessment tools
Ensuring the suitability of the Licensing/re- Benchmark
evidence licensing process
Improving the quality of Field testing and
assessment With assessor testing of assessment
colleagues tools
Evaluating the quality of
assessment tools Colleagues from Feedback from clients
……………………………….. training or
assessment
organizations

………………………………
…

Relevant people Name Result of confirmation/discussion of
purpose, focus & context
Competency 1.
MEMERIKASA KESESUAIAN PERANGKAT
assessor (required) DENGAN STANDAR

2.

3. Related documents and materials:
Certification scheme
Lead Assessor SKKNI/SK3/SKI
Manager, Assessment tools
supervisor Rules/Guidelines
Experts in their
fields
Training
Coordinator
Industry/profession
association member
Benchmark :
Competency standards

SOP/IK

Instruction Manual/book

Performance Standard

………………………………….

2. Contribute to the validation process PRO AKTIF
ACTIVE LISTENING
Communication skills used in validation
activities:

Fulfillment of:

Aspects in Validation Activities Rules of Evidence of Principle F
No. V A TM Assessment

(Review, Compare, Evaluate) VRF

1. Assessment process ☐☐☐☐☐☐☐☐
2. Assessment plan
3. Interpretation of competency standards ☐☐☐☐☐☐☐☐

☐☐☐☐☐☐☐☐

4. Interpretation of other benchmarks ☐☐☐☐☐☐☐☐
☐☐☐☐☐☐☐☐
5. Selection and application of assessment ☐☐☐☐☐☐☐☐
methods ☐☐☐☐☐☐☐☐
☐☐☐☐☐☐☐☐
6. Selection and implementation of
assessment tools

7. Collected evidence

8. Decision making process

3. Contribute to assessment results

Validation findings Recommendations for improving assessment
practice
1. DIMENSI KOMPETENSIN TIDAK
DICANTUMKAM PADA PERTANYAAN LENGKAPI DIMENSI KOMPETENSI
NO 2.

2.

3.

Implementation Plan of changes/improvements to the implementation of the
assessment:

No. Repair Activities according to the Completion Time Recommendation
Responsible TGL.26.2.2020 MMMMMMMM

1. MELENGKAPAI DIMENSI KOMPETENSI

2.

3.