REPUBLIC OF KENYA

NATIONAL OCCUPATIONAL STANDARDS

FOR

FOOD AND BEVERAGE SALES AND SERVICE

LEVEL 5

TVET CDACC
P.O BOX 15745-00100
NAIROBI
First published 2018
Copyright © TVET CDACC

All rights reserved. No part of this curriculum may be reproduced, distributed, or

transmitted in any form or by any means, including photocopying, recording, or other
electronic or mechanical methods without the prior written permission of the TVET
CDACC, except in the case of brief quotations embodied in critical reviews and certain
other non-commercial uses permitted by copyright law. For permission requests, write to
the Council Secretary/CEO, at the address below:

Council Secretary/CEO
TVET Curriculum Development, Assessment and Certification Council
P.O. Box 15745–00100
Nairobi, Kenya
Email: [email protected]

© TVET CDACC 2018

 FOREWORD
The provision of quality education and training is fundamental to the Government’s
overall strategy for social economic development. Quality education and training will
contribute to achievement of Kenya’s development blueprint, Vision 2030 and
sustainable development goals.

Reforms in the education sector are necessary for the achievement of Kenya Vision 2030
and meeting the provisions of the Constitution of Kenya 2010. The education sector had
to be aligned to the Constitution of Kenya 2010 and this resulted to the formulation of the
Policy Framework for Reforming Education and Training (Sessional Paper No. 4 of
2016). A key feature of this policy is the radical change in the design and delivery of the
TVET training. This policy document requires that training in TVET be competency
based, curriculum development be industry led, certification be based on demonstration
of competence and mode of delivery allows for multiple entry and exit in TVET
programmes.

These reforms demand that Industry takes a leading role in curriculum development to
ensure the curriculum addresses its competence needs. It is against this background that
these Occupational Standards were developed for the purpose of developing a
competency-based curriculum for Food and Beverage Sales and Services. These
Occupational Standards will also be the bases for assessment of an individual for
competence certification.

It is my conviction that these Occupational Standards will play a great role towards
development of competent human resource for the Hospitality sector’s growth and
sustainable development.

PRINCIPAL SECRETARY, VOCATIONAL AND TECHNICAL TRAINING

MINISTRY OF EDUCATION

© TVET CDACC 2018

 PREFACE
Kenya Vision 2030 aims to transform the country into a newly industrializing, “middle-
income country providing a high-quality life to all its citizens by the year 2030”. Kenya
intends to create a globally competitive and adaptive human resource base to meet the
requirements of a rapidly industrializing economy through life-long education and
training. TVET has a responsibility of facilitating the process of inculcating knowledge,
skills and attitudes necessary for catapulting the nation to a globally competitive country,
hence the paradigm shift to embrace Competency Based Education and Training (CBET).

The Technical and Vocational Education and Training Act No. 29 of 2013 and Sessional
Paper No. 4 of 2016 on Reforming Education and Training in Kenya, emphasized the
need to reform curriculum development, assessment and certification. This called for a
shift to CBET in order to address the mismatch between skills acquired through training
and skills needed by industry as well as increase the global competitiveness of Kenyan
labor force.

The TVET Curriculum Development, Assessment and Certification Council (TVET

CDACC), in conjunction with Hospitality Sector Skills Advisory Committee (SSAC)
have developed these Occupational Standards for a waiter. These standards will be the
bases for development of competency-based curriculum for Food and Beverage Sales and
Services Level 5.

The occupational standards are designed and organized with clear performance criteria
for each element of a unit of competency. These standards also outline the required
knowledge and skills as well as evidence guide.

I am grateful to the Council Members, Council Secretariat, Hospitality SSAC, expert

workers and all those who participated in the development of these Occupational
Standards.

Prof. CHARLES M. M. ONDIEKI, PhD, FIET (K), Con. EngTech.

CHAIRMAN, TVET CDACC

© TVET CDACC 2018

 ACKNOWLEDGMENT
These Occupational Standards were developed through combined efforts of various
stakeholders from private and public organizations. I am thankful to the management of
the organizations for allowing their staff to participate in this course. I wish to
acknowledge the invaluable contribution of industry players who provided inputs towards
the development of these Standards.

I thank TVET Curriculum Development, Assessment and Certification Council (TVET

CDACC) for providing guidance on the development of these Standards. My gratitude
goes to Hospitality Sector Skills Advisory Committee (SSAC) members for their
contribution to the development of these Standards. I thank all the individuals and
organizations who participated in the validation of these Standards.

I acknowledge all other institutions which in one way or another contributed to the
development of these Standards.

CHAIRPERSON
HOSPITALITY SECTOR SKILLS ADVISORY COMMITTEE

© TVET CDACC 2018

 TABLE OF CONTENTS
FOREWORD......................................................................................................................iii

PREFACE...........................................................................................................................iv

ACKNOWLEDGMENT.....................................................................................................v

ACRONYMS......................................................................................................................vi

KEY TO UNIT CODE......................................................................................................vii

OVERVIEW.....................................................................................................................viii

BASIC UNITS OF COMPETENCY...................................................................................1

DEMONSTRATE COMMUNICATION SKILLS.........................................................2

DEMONSTRATE NUMERACY SKILLS.....................................................................5

DEMONSTRATE DIGITAL LITERACY....................................................................10

DEMONSTRATE ENTREPRENEURIAL SKILLS.....................................................15

DEMONSTRATE EMPLOYABILITY SKILLS..........................................................20

DEMONSTRATE ENVIRONMENTAL LITERACY.................................................29

DEMONSTRATE OCCUPATIONAL SAFETY AND HEALTH PRACTICES........35

COMMON UNITS OF LEARNING.................................................................................41

MANAGE FOOD AND BEVERAGE GUEST EXPERIENCE...................................42

EXECUTE ROOM SERVICES.....................................................................................46

CORE UNITS OF LEARNING........................................................................................50

PERFORM FOOD AND BEVERAGE OPERATIONS...............................................51

CARRY OUT BAR OPERATIONS..............................................................................55

PROVIDE F&B SERVICES IN BANQUETS AND EVENTS....................................59

OPERATE SPECIALITY OUTLETS...........................................................................64

© TVET CDACC 2018

 ACRONYMS

BC : Basic Competency
CDACC : Curriculum Development Assessment and Certification Council
F&B : Food and Beverage
CDACC ; Curriculum Development Assessment and Certification Council
CR : Core Competency
ICT : Information Communication Technology
HOS : Hospitality
PPE : Personal Protective Equipment
OS : Occupational Standards
OSH : Occupation Safety and Health
OSHA : Occupation Safety and Health Act
SOPs : Standard Operating Procedures
SSAC : Sector Skills Advisory Committee
TVET : Technical and Vocational Education and Training

© TVET CDACC 2018

 KEY TO UNIT CODE

HOS/OS /FB/BC/01/5 /A

Industry or sector

Occupational Standards

Occupational area

Type of competency

Competency number

Competency level

Version control

© TVET CDACC 2018

 OVERVIEW
The Food and Beverage Sales and Service Level 5 qualification consists of competencies
that an individual must achieve to manage the sales and service in an institution. It
consists of managing restaurant guests’ experience, food and beverage operations and
room service operations. It also involves managing banquets and events, speciality
restaurant as well as managing revenue performance.

The Units of Competency comprising Food and Beverage Sales and Service Management
Level 5 Qualification include the following:

BASIC UNITS OF COMPETENCY

Unit Code Unit Title
HOS/OS/FB/BC/01/5 Communication skills
HOS/OS/FB /BC/02/5 Numeracy skills
HOS/OS/FB/BC/03/5 Digital literacy
HOS/OS/FB/BC/04/5 Entrepreneurial skills
HOS/OS/FB/BC/05/5 Employability skills
HOS/OS/FB/BC/06/5 Environmental literacy
HOS/OS/FB/BC/07/5 Occupational safety and health practices

CORE UNITS OF COMPETENCY

Unit Code Unit Title
HOS/OS/FB/CR/01/5 Manage guest experience
HOS/OS/FB/CR/02/5 Supervise room service
HOS/OS/FB/CR/03/5 Perform food and beverage operations
HOS/OS/FB/CR/04/5 Manage bar operations
HOS/OS/FB/CR/05/5 Manage banquets and events operations
HOS/OS/FB/CR/06/5 Manage specialty outlets
HOS/OS/FB/CR/07/5 Perform food and beverage department administrative
duties

© TVET CDACC 2018

 BASIC UNITS OF COMPETENCY
DEMONSTRATE COMMUNICATION SKILLS

UNIT CODE: HOS/OS/FP/BC/01/5

UNIT DESCRIPTION
This unit covers the competencies required to use specialized communication skills to meet
specific needs of internal and external clients, conduct interviews, facilitate discussion with
groups and contribute to the development of communication strategies.

ELEMENTS AND PERFORMANCE CRITERIA

ELEMENT PERFORMANCE CRITERIA
These describe the key These are assessable statements which specify the required level of
outcomes which make up performance for each of the elements.
workplace function Bold and italicized terms are elaborated in the Range
1. Meet communication 1 .1Specific communication needs of clients and colleagues are
needs of clients and identified and met
colleagues 1 .2 Different approaches are used to meet communication needs of
clients and colleagues
1 .3 Conflict is addressed promptly and in a timely way and in a
manner which does not compromise the standing of the
organization
2. Contribute to the 2.1 Strategies for internal and external dissemination of information
development of are developed, promoted, implemented and reviewed as required
communication 2.2 Channels of communication are established and reviewed
strategies regularly
2.3 Coaching ineffective communication is provided
2.4 Work related network and relationship are maintained as
necessary
2.5 Negotiation and conflict resolution strategies are used where
required
2.6 Communication with clients and colleagues is appropriate to
individual needs and organizational objectives
3. Conduct interviews 3.1 A range of appropriate communication strategies are employed
in interview situations
3.2 Records of interviews are made and maintained in accordance
with organizational procedures
3.3 Effective questioning, listening and nonverbal communication
techniques are used to ensure that required message is
communicated
4. Facilitate group 5.1 Mechanisms which enhance effective group interaction is
discussions defined and implemented
5.2 Strategies which encourage all group members to participate are
used routinely
5.3 Objectives and agenda for meetings and discussions are
routinely set and followed
5.4 Relevant information is provided to group to facilitate outcomes
5.5 Evaluation of group communication strategies is undertaken to

© TVET CDACC 2018 9

 promote participation of all parties
5.6 Specific communication needs of individuals are identified and
addressed
5. Represent the 5.1 When participating in internal or external forums, presentation is
organization relevant, appropriately researched and presented in a manner to
promote the organization
5.2 Presentation is clear and sequential and delivered within a
predetermined time
5.3 Utilize appropriate media to enhance presentation
5.4 Differences in views are respected
5.5 Written communication is consistent with organizational
standards
5.6 Inquiries are responded in a manner consistent with
organizational standard

RANGE
This section provides work environment and conditions to which the performance criteria apply.
It allows for different work environment and situations that will affect performance.

Variable Range
1. Communication 1.1 Language switch
strategies include but 1.2 Comprehension check
not limited to: 1.3 Repetition
1.4 Asking confirmation
1.5 Paraphrase
1.6 Clarification request
1.7 Translation
1.8 Restructuring
1.9 Approximation
1.10 Generalization
2. Effective group 2.1 Identifying and evaluating what is occurring within an interaction
interaction includes but in a non-judgmental way
not limited to: 2.2 Using active listening
2.3 Making decision about appropriate words, behavior
2.4 Putting together response which is culturally appropriate
2.5 Expressing an individual perspective
2.6 Expressing own philosophy, ideology and background and
exploring impact with relevance to communication
2.7 Openness and flexibility in communication
3 Situations include but 3.1 Establishing rapport
not limited to: 3.2 Eliciting facts and information
3.3 Facilitating resolution of issues
3.4 Developing action plans
3.5 Diffusing potentially difficult situations

REQUIRED SKILLS AND KNOWLEDGE

This section describes the skills and knowledge required for this unit of competency.

© TVET CDACC 2018 10

Required Skills
The individual needs to demonstrate the following skills:
 Effective communication process
 Active listening
 Giving/receiving feedback
 Interpretation of information
 Role boundaries setting
 Negotiation
 Establishing empathy
 Openness and flexibility in communication
 Communication skills required to fulfill job roles as specified by the organization

Required Knowledge
The individual needs to demonstrate knowledge of:
 Communication process
 Dynamics of groups and different styles of group leadership
 Communication skills relevant to client groups
 Flexibility in communication
 Communication skills relevant to client groups

© TVET CDACC 2018 11

 DEMONSTRATE NUMERACY SKILLS

UNIT CODE: HOS/OS/FB/BC/02/5

UNIT DESCRIPTION
This unit covers the competencies required to perform numerical functions. The person who is
competent in this unit shall be able to: Calculate with whole numbers and familiar fractions,
decimals and percentages for work; Estimate, measure, and calculate with routine metric
measurements for work; Use routine maps and plans for work; Interpret, draw and construct 2D
and 3D shapes for work; Interpret routine tables, graphs and charts for work; Collect data and
construct routine tables and graphs for work; and Use basic functions of calculator

ELEMENTS AND PERFORMANCE CRITERIA

ELEMENT PERFORMANCE CRITERIA
These describe the key These are assessable statements which specify the required level of
outcomes which make up performance for each of the elements.
workplace function. Bold and italicized terms are elaborated in the Range.
1. Calculate with whole 1.1 Mathematical information that may be partly embedded in
numbers and familiar routine workplace tasks and texts is selected and interpreted
fractions, decimals and 1.2 Whole numbers and routine or familiar fractions, decimals and
percentages for work percentages including familiar rates are interpreted and
comprehended
1.3 Calculations which may involve a number of steps are perform
1.4 Calculations done with whole numbers and routine or familiar
fractions, decimals and percentages
1.5 Conversion between equivalent forms of fractions, decimals and
percentages is done
1.6 Order of operations is applied to solve multi-step calculations
1.7 Problem solving strategies are appropriately applied
1.8 Estimations are made to check reasonableness of problem
solving process, outcome and its appropriateness to the context
and task
1.9 Formal and informal mathematical language and symbolism are
used to communicate the result of the task
2. Estimate, measure, and 2.1 Measurement information in workplace tasks and texts are
calculate with routine selected and interpreted in accordance with workplace
metric measurements for requirements
work 2.2 Appropriate routine measuring equipment are identified and
selected in accordance with workplace requirements
2.3 Measurements are estimated and made using correct units
2.4 Estimations and calculations done using routine measurements
2.5 Conversions performed between routinely used metric units
2.6 Problem solving processes are used to undertake the tasks
2.7 Estimations are made to check reasonableness of problem
solving process, outcome and its appropriateness to the context
and task
2.8 Information is recorded using mathematical language and
symbols appropriate to discuss the task
© TVET CDACC 2018 12
3. Use routine maps and 3.1 Features are identified in routine maps and plans
plans for work 3.2 Symbols and keys in routine maps and plans are clearly
explained
3.3 Orientation of map to North is identified and interpreted
3.4 Understanding of direction and location is clearly demonstrated
3.5 Simple scale is applied to estimate length of objects, or distance
to location or object
3.6 Directions are given and received using both formal and
informal language
4. Interpret, draw and 4.1 Two dimensional shapes and routine three dimensional shapes
construct 2D and 3D identified in everyday objects and in different orientations
shapes for work 4.2 The use and application of shapes elaborately explained
4.3 Formal and informal mathematical language and symbols used
to describe and compare the features of two dimensional shapes
and routine three dimensional shapes
4.4 Common angles identified
4.5 Common angles in everyday objects are appropriately estimated
4.6 Formal and informal mathematical language are used to describe
and compare common angles
4.7 Common geometric instruments used to draw two dimensional
shapes
4.8 Routine three dimensional objects constructed from given nets
5. Interpret routine tables, 5.1 Routine tables, graphs and charts identified in predominately
graphs and charts for familiar texts and contexts
work 5.2 common types of graphs and their different uses identified
5.3 features of tables, graphs and charts identified
5.4 Information in routine tables, graphs and charts located and
interpreted
5.5 Calculations are perform to interpret information
5.6 How statistics can inform and persuade interpretations is
explained
5.7 misleading statistical information is identified
5.8 Information relevant to the workplace is discussed
6. Collect data and 6.1 Features of common tables and graphs identified
construct routine tables 6.2 uses of different tables and graphs identified
and graphs for work 6.3 Data and variables to be collected are determined
6.4 The audience is determined
6.5 Method of data collection is select
6.6 Data is collected
6.7 Information is collated in a table
6.8 Suitable scale and axes determined
6.9 Graph to present information is drafted and drawn
6.10 Data checked to ensure that it meets the expected results and
context
6.11Information is reported or discussed using formal and informal
mathematical language
7. Use basic functions of 7.1 Keys are identified and used for basic functions on a calculator
calculator 7.2 Calculation done using whole numbers, money and routine

© TVET CDACC 2018 13

 decimals and percentages
7.3 Calculation done with routine fractions and percentages
7.4 Order of operations is applied to solve multi-step calculations
7.5 Results are interpreted, displayed and recorded
7.6 Estimations are made to check reasonableness of problem
solving process, outcome and its appropriateness to the context
and task
7.7 Formal and informal mathematical language and appropriate
symbolism and conventions used to communicate the result of
the task

RANGE
This section provides work environments and conditions to which the performance criteria apply.
It allows for different work environments and situations that will affect performance.

Variable Range
1. Simple fractions, 1.1 Fraction
decimals and percentages 1.2 Decimals
May include but not 1.3 Percentages
limited to:

2 Common 2D shapes and 2.1 Round

common 3D shapes 2.2 Square
include but not limited to 2.3 Rectangular
2.4 Triangle
2.5 Sphere
2.6 Cylinder
2.7 Cube
2.8 Polygons
2.9 Cuboids
3 Symbols and keys in 3.1 Charts
routine maps and plans 3.2 Maps
include but not limited to 3.3 Graphs
4 Use basic functions of 4.1 Addition
calculator include but not 4.2 Multiplication
limited to 4.3 Calculate ratios
4.4 Conversion of ratios into percentages

5 Routine tables, graphs 5.1 Bar Graphs

and charts for work 5.2 Flow Charts
include but not limited to 5.3 Pie Charts
5.4 Pictograph
5.5 Line Graphs
5.6 Time Series Graphs
5.7 Stem and Leaf Plot
5.8 Histogram

© TVET CDACC 2018 14

 5.9 Dot Plot
5.10 Scatter plot

REQUIRED SKILLS AND KNOWLEDGE

This section describes the skills and knowledge required for this unit of competency.

Required Skills
The individual needs to demonstrate the following skills:
 Applying Fundamental operations (addition, subtraction, division, multiplication)
 Using calculator
 Using different measuring tools

Required knowledge
The individual needs to demonstrate knowledge of:
 Types of common shapes
 Differentiation between two dimensional shapes / objects
 Formulae for calculating area and volume
 Types and purpose of measuring instruments
 Units of measurement and abbreviations
 Fundamental operations (addition, subtraction, division, multiplication)
 Rounding techniques
 Types of fractions
 Different types of tables and graphs
 Meaning of graphs, such as increasing, decreasing, and constant value
 Preparation of basic data, tables & graphs

EVIDENCE GUIDE
This provides advice on assessment and must be read in conjunction with the performance
criteria, required skills and knowledge and range.

1. Critical aspects of Assessment requires evidence that the candidate:

Competency 1.1 Calculated correctly with whole numbers and routine or familiar
fractions, decimals and percentages
1.2 Estimated, measured and calculated with routine metric
measurements
1.3 Applied simple scale to estimate length of objects or distance to
location or object
1.4 Used formal and informal mathematical language to describe
and compare common angles
1.5 Used common geometric instruments to draw two dimensional
shapes
1.6 Collected data and constructed routine tables and graphs
1.7 Used basic functions of calculator correctly
2. Resource Implications 2.1 Calculator

© TVET CDACC 2018 15

 2.2 Basic measuring instruments

3. Methods of Assessment Competency may be assessed through:

3.1 Written Test
3.2 Interview/Oral Questioning
3.3 Demonstration
Competency may be assessed in an off the job setting
4. Context of Assessment
5. Guidance information for Holistic assessment with other units relevant to the industry sector,
assessment workplace and job role is recommended.

© TVET CDACC 2018 16

 DEMONSTRATE DIGITAL LITERACY

UNIT CODE: HOS/OS/FB/BC/03/5

UNIT DESCRIPTION
This unit covers the competencies required to effectively use digital devices such as
smartphones, tablets, laptops and desktop PCs. It entails identifying and using digital devices
such as smartphones, tablets, laptops and desktop computers for purposes of communication,
work performance and management at the work place.

ELEMENTS AND PERFORMANCE CRITERIA

ELEMENT PERFORMANCE CRITERIA
These describe the key These are assessable statements which specify the required level of
outcomes which make up performance for each of the elements.
workplace function Bold and italicized terms are elaborated in the Range
1. Identify appropriate 1.1 Concepts of ICT are determined in accordance with computer
computer software equipment
and hardware 1.2 Classifications of computers are determined in accordance
with manufacturers specification
1.3 Appropriate computer software is identified according to
manufacturer’s specification
1.4 Appropriate computer hardware is identified according to
manufacturer’s specification
1.5 Functions and commands of operating system are determined
in accordance with manufacturer’s specification
2. Apply security 2.1 Data security and privacy are classified in accordance with
measures to data, the prevailing technology
hardware, software 2.2 Security threats are identified, and control measures are
in automated applied in accordance with laws governing protection of ICT
environment 2.3 Computer threats and crimes are detected.
2.4 Protection against computer crimes is undertaken in
accordance with laws governing protection of ICT
3. Apply computer 3.1 Word processing concepts are applied in resolving workplace
software in solving tasks, report writing and documentation
tasks 3.2 Word processing utilities are applied in accordance with
workplace procedures
3.3 Worksheet layout is prepared in accordance with work
procedures
3.4 Worksheet is build and data manipulated in the worksheet in
accordance with workplace procedures
3.5 Continuous data manipulated on worksheet is undertaken in
accordance with work requirements
3.6 Database design and manipulation is undertaken in accordance
with office procedures
3.7 Data sorting, indexing, storage, retrieval and security is
provided in accordance with workplace procedures
4. Apply internet and 4.1 Electronic mail addresses are opened and applied in workplace

© TVET CDACC 2018 17

 email in communication in accordance with office policy
communication at 4.2 Office internet functions are defined and executed in
workplace accordance with office procedures
4.3 Network configuration is determined in accordance with
office operations procedures
4.4 Official World Wide Web is installed and managed according
to workplace procedures
5. Apply desktop 5.1 Desktop publishing functions and tools are identified in
publishing in official accordance with manufactures specifications
assignments 5.2 Desktop publishing tools are developed in accordance with
work requirements
5.3 Desktop publishing tools are applied in accordance with
workplace requirements
5.4 Typeset work is enhanced in accordance with workplace
standards
6. Prepare presentation 6.1 Types of presentation packages are identified in accordance
packages with office requirements
6.2 Slides are created and formulated in accordance with
workplace procedures
6.3 Slides are edited and run in accordance with work procedures
6.4 Slides and handouts are printed according to work
requirements

RANGE
This section provides work environments and conditions to which the performance criteria apply.
It allows for different work environments and situations that will affect performance.
Variable Range
1. Appropriate computer A collection of instructions or computer tools that enable the user
software include but not to interact with a computer, its hardware, or perform tasks.
limited to:
2. Appropriate computer Collection of physical parts of a computer system such as;
hardware include but not 2.1 Computer case, monitor, keyboard, and mouse
limited to: 2.2 All the parts inside the computer case, such as the hard disk
drive, motherboard and video card
3. Data security and 3.1 Confidentiality of data
privacy include but not 3.2 Cloud computing
limited to: Integrity -but-curious data surfing

4. Security and control 4.1 Counter measures against cyber terrorism

measures include but not 4.2 Risk reduction
limited to: 4.3 Cyber threat issues
4.4 Risk management
4.5 Pass wording
5. Security threats include 5.1 Cyber terrorism
but not limited to: 5.2 Hacking

6. Word processing Using a special program to create, edit and print documents
concepts include but not
© TVET CDACC 2018 18
 limited to:
7. Network configuration Organizing and maintaining information on the components of a
include but not limited computer network
to:

REQUIRED SKILLS AND KNOWLEDGE

This section describes the skills and knowledge required for this unit of competency.
Required Skills
The individual needs to demonstrate the following skills:
 Analytical skills
 Interpretation
 Typing
 Communication
 Computing (applying fundamental operations such as addition, subtraction, division and
multiplication)
 Using calculator
 Basic ICT skills

Required Knowledge
The individual needs to demonstrate knowledge of:
 Software concept
 Functions of computer software and hardware
 Data security and privacy
 Computer security threats and control measures
 Technology underlying cyber-attacks and networks
 Cyber terrorism
 Computer crimes
 Detection and protection of computer crimes
 Laws governing protection of ICT
 Word processing;
 Functions and concepts of word processing.
 Documents and tables creation and manipulations
 Mail merging
 Word processing utilities
 Spread sheets;
 Meaning, formulae, function and charts, uses and layout
 Data formulation, manipulation and application to cells

 Database;
 Database design, data manipulation, sorting, indexing, storage
retrieval and security
 Desktop publishing;
 Designing and developing desktop publishing tools
 Manipulation of desktop publishing tools
 Enhancement of typeset work and printing documents
 Presentation Packages;

© TVET CDACC 2018 19

  Types of presentation Packages
 Creating, formulating, running, editing, printing and presenting
slides and handouts
 Networking and Internet;
 Computer networking and internet.
 Electronic mail and world wide web
 Emerging trends and issues in ICT;
 Identify and integrate emerging trends and issues in ICT
 Challenges posed by emerging trends and issues

EVIDENCE GUIDE
This provides advice on assessment and must be read in conjunction with the performance
criteria, required skills and knowledge and range.

1. Critical Aspects Assessment requires evidence that the candidate:

of Competency 1.1 Identified and controlled security threats
1.2 Detected and protected computer crimes
1.3 Applied word processing in office tasks
1.4 Designed, prepared work sheet and applied data to the cells in
accordance to workplace procedures
1.5 Opened electronic mail for office communication as per workplace
procedure
1.6 Installed internet and World Wide Web for office tasks in accordance
with office procedures
1.7 Integrated emerging issues in computer ICT applications
1.8 Applied laws governing protection of ICT
2. Resource 2.1 Tablets
Implications 2.2 Laptops
2.3 Desktop computers
2.4 Calculators
2.5 Internet
2.6 Smart phones
2.7 Operation Manuals
3. Methods of Competency may be assessed through:
Assessment 3.1 Written Test
3.2 Demonstration
3.3 Practical assignment
3.4 Interview/Oral Questionin
3.5 Demonstration
4. Context of Competency may be assessed in an off and on the job setting
Assessment
5. Guidance Holistic assessment with other units relevant to the industry sector,
information for workplace and job role is recommended.
assessment

© TVET CDACC 2018 20

 DEMONSTRATE ENTREPRENEURIAL SKILLS

UNIT CODE : HOS/OS/FB/BC/04/5

UNIT DESCRIPTION
This unit covers the outcomes required to build and develop the enterprise to be more
competitive within a changing business environment, specifically responding to consumer
demands while maintaining product quality and accessibility, building a customer base and
employee motivation.
ELEMENTS AND PERFORMANCE CRITERIA
ELEMENT PERFORMANCE CRITERIA
1. Develop business 1.1 Business innovation strategies are determined in
Innovative strategies accordance with the organization strategies
1.2 Business innovative strategies are implemented for the
purpose of business growth
1.3 Track record and normative capability profile of
enterprise and similar businesses are reviewed and
considered in setting strategic directions.
1.4 Strengths, weaknesses, opportunities and threats are
considered when developing new ideas, approaches,
goals and directions
1.5 Decisions about enterprise strategies/directions are
made after careful consideration of all relevant
information
1.6 Business/corporate plan is developed that sets out
tactics, resource implications, timeframes, production
and sales target
2. Develop new products/ 2.1 Alternative product/service offerings are canvassed and
markets studied for feasibility
2.2 Potential and new sources/sellers of supplies and raw
materials are identified and canvassed.
2.3 Target markets and buyers are identified and surveyed as
to their preferences and brand loyalties.
3. Expand customers and 3.1 Enterprise is built up and sustained through
product lines responsiveness to market demands and the regulatory
environment.
3.2 Competitive advantage of existing products and services is
maintained/enhanced through responsive advocacies and
strategies.
3.3 Constant listening to stakeholder/client feedback is
ensured to maintain loyal client base.
4. Motivate staff/workers 4.1 Regular dialogue is established and maintained in all
levels and relevant sections of the enterprise
4.2 Flow of communications in both directions is encouraged
4.3 Helpful mechanisms and benefits are implemented
4.4 Issues/problems are proactively resolved through win-win
solutions wherever practicable
5. Expand employed capital 5.1 Capital employed in business is continuously reviewed as

© TVET CDACC 2018 21

 base per the strategic plan
5.2 Business share holdings are reviewed in accordance with
the type of business
5.3 Capital employed is expanded according to organization
procedures
5.3 Types of shares are determined according to strategic plan
5.4 Shares diversification process is undertaken as per office
procedures
5.5 Role of shareholders is determined and implemented in
accordance organization procedures
6. Undertake county/ 6.1 Regions for expansion are continuously reviewed in
regional business accordance with strategic plan and company’s expansion plan
expansion 6.2 County business regulations are reviewed and adhered to
in accordance with set procedures
6.3 Regional laws and regulations are adhered to in
accordance with set procedures
6.4 County/regional business expansion is undertaken in
accordance with organization’s growth/ expansion plan

RANGE
This section provides work environment and conditions to which the performance criteria apply.
It allows for different work environment and situations that will affect performance.

Variable Range
1. Strategic directions 1.1 Business continuity and succession
include but not limited to: 1.2 Resource access security
1.3 Core competencies development
1.4 New developments e.g. technological change, new
products
2.1 Action steps and responsibilities of departments and
2. Business/Corporate plan
individual workers
include but not limited to:
2.2 Resource requirements and budget
2.3 Tactics and strategies to achieve objectives
3. Helpful mechanisms 3.1 Wage and non-wage benefits
include but not limited to: 3.2 Employee awards and recognition systems
3.3 Employee rights and welfare policies
3.4 Full-disclosure/transparency policies

REQUIRED SKILLS AND KNOWLEDGE

This section describes the skills and knowledge required for this unit of competency.

Required Skills
The individual needs to demonstrate the following skills:
 Assessing a range of alternative products and strategies

© TVET CDACC 2018 22

  Critically analyzing information, summarizing and making sense of previous and current
market trends
 Identifying changing consumer preferences and demographics
 Thinking “outside the box”
 Ensuring quality consistency
 Reducing lead time to product/service delivery
 Managing operations/ production
 Using formal problem-solving procedures, e. g., root-cause analysis, six sigmas
 Communication skills
 Applying motivational principles, e. g., positive stroking, behavior modification
 Assessing range of alternatives rather than choosing the easiest option
 Achieving ownership and credibility for the enterprise vision
 Critically analyzing information, summarizing and making sense of previous and current
market trends
 Developing solutions and practical strategies which are “outside the box”

Required Knowledge
The individual needs to demonstrate knowledge of:
 Features and benefits of common operational practices, e. g., continuous improvement
(kaizen), waste elimination,
 Conflict resolution
 Health, safety and environment (HSE) principles and requirements
 Public-relations strategies
 Basic cost-benefit analysis
 Basic financial management
 Business strategic planning
 Impact of change on individuals, groups and industries
 Employee assistance
 Government and regulatory processes
 Local and international market trends
 Product promotion strategies
 Mechanisms in the enterprise
 Market and feasibility studies
 Local and global supply chains Business models and strategies
 Government and regulatory processes
 Local and international business environment
 Concepts of change management
 Relevant developments in other industries
 Capital employed
 Regional/ County business expansion
 Innovation in business

EVIDENCE GUIDE
This provides advice on assessment and must be read in conjunction with the performance
criteria, required skills and knowledge and range.

© TVET CDACC 2018 23

 1. Critical Aspects of Assessment requires evidence that the candidate:
Competency 1.1 Demonstrated ability to maintain a profitable and stable
enterprise as shown by stakeholder feedback, employee
testimonies and company financial statements
1.2 Demonstrated ability to conceptualize and plan a
micro/small enterprise
1.3 Demonstrated ability to manage/operate a micro/small-
scale business
1.4 Demonstrated basic marketing skills
2. Resource Implications The following resources should be provided:
2.1 Interview guide for entrepreneurs
2.2 Enterprise workers and third parties
2.3 Materials and location relevant to the proposed activity
and tasks
3. Methods of 3.1 Case problems
Assessment 3.2 Interview
3.3 Portfolio
3.4 Third part reports
4. Context of Assessment 4.1 Competency may be assessed in workplace or in a
simulated workplace setting
4.2 Assessment shall be observed while tasks are being
undertaken whether individually or in-group
Holistic assessment with other units relevant to the industry
5. Guidance
sector, workplace and job role is recommended.
information for
assessment

© TVET CDACC 2018 24

 DEMONSTRATE EMPLOYABILITY SKILLS

UNIT CODE: HOS/OS/FB/BC/05/5

UNIT DESCRIPTION
This unit covers competencies required to demonstrate employability skills. It involves
competencies for exuding self-awareness and dealing with everyday life challenges;
demonstrating critical safe work habits and leading a workplace team; planning and organizing
work activities; applying learning, creativity and innovativeness in workplace functions;
pursuing professional growth and managing time effectively in the workplace.

ELEMENTS AND PERFORMANCE CRITERIA

ELEMENT PERFORMANCE CRITERIA
These describe the key These are assessable statements which specify the required level
outcomes which make up of performance for each of the elements.
workplace function. Bold and italicized terms are elaborated in the Range
1. Develop self-awareness 1.1 Personal vision, mission and goals are formulated based on
and understanding of potential and in relation to organization objectives
every day demands and 1.2 Emotions are managed as per workplace requirement
challenges in the 1.3 Thoughts, feelings and beliefs are expressed in direct,
workplace honest and appropriate ways.
1.4 Feelings are shared with others according to personal issues
for healthy relations.
1.5 Individual performance is evaluated and monitored
according to the agreed targets.
1.6 Assertiveness is developed and maintained based on the
requirements of the job.
1.7 Own ideas and visions that generates excitement,
enthusiasm and commitment are articulated.
1.8 Accountability and responsibility for own actions are
demonstrated.
1.9 Self-esteem and a positive self-image are developed and
maintained.
2. Demonstrate critical 2.1 Stress is managed at the workplace in accordance with
safe work habits for workplace procedures.
employees in the 2.2 Punctuality and time consciousness is demonstrated in line
workplace workplace policy.
2.3 Personal objectives are integrated with organization goals
in accordance with organization’s strategic Plan.
2.4 Resources are effectively utilized in accordance with
workplace policy.
2.5 Work priorities are set and met in according to workplace
procedures.
2.6 Leisure time is recognized and used productively in line
with organization policy.
2.7 Abstinence from drug and substance abuse is demonstrated
as per workplace policy.
2.8 Awareness of HIV and AIDS is demonstrated in line with

© TVET CDACC 2018 25

 workplace requirements.
2.9 Safety consciousness is demonstrated in the workplace
based on organization safety policy.
2.10 Emerging issues are dealt with in accordance with
organization policy.
3. Lead a workplace team 3.1 Role and objectives of the team are determined in
accordance workplace policy.
3.2 Team parameters and relationships are identified according
to set rules and regulations.
3.3 Individual responsibilities are identified in accordance with
work procedures.
3.4 Effective and appropriate forms of communication in a team
are established according to office policy.
3.5 Business communication is carried out as per workplace
place policy and requirements of the job.
3.6 Team activities are complemented in accordance with office
procedures.
3.7 Team building activities are planned for in line with
organization policy.
3.8 Conflicts are resolved between team members in line with
organization rules and regulations.
3.9 Gender mainstreaming is undertaken in accordance with set
regulations.
3.10 Human rights are adhered to in accordance with existing
protocol.
3.11 Healthy relationships are developed and maintained for
harmonious co-existence in line with workplace

4 Plan and organize work 4.1 Work schedules are developed for accomplishing given tasks
within the set time lines and based on workplace policy.
4.2 Time is managed achieve workplace set goals and
objectives.
4.3 Clear project goals and deliverables are established
according to company set policies and regulations.
4.4 Resources are mobilized, allocated and utilized to meet
project goals and deliverables.
4.5 Work activities are monitored and evaluated in line with
organization procedures.
4.6 Situations that require decision making are identified within
the work place and decision made in accordance with
workplace policy.
4.7 Steps required in making effective decisions are applied
within the workplace.
4.8 Problems arising in the course of working are identified and
solved or reported according the workplace policies and
procedures.
4.9 Values required in problem solving process are
demonstrated at the work place.
4.10 Situations within the workplace that require negotiation
© TVET CDACC 2018 26
 identified and negotiations done to create win-win
situations.
4.11 Negotiation techniques are developed and applied at
workplace to meet clientele’s satisfaction and organizations’
objectives.
5
5.1 Personal training needs are assessed and identified in line
5. Maintain professional
with the requirements of the job.
growth and
5.2 Training and career opportunities are identified and availed
development in the
based on job requirements.
workplace
5.3 Resources for training are mobilized and allocated based
organizations skills needs.
5.4 Licensees and certifications relevant to job and career are
obtained and renewed.
5.5 Personal growth is pursued towards improving the
qualifications set for the profession.
5.6 Work priorities and commitments are managed based on
requirement of the job and workplace policy.
5.7 Recognitions are sought as proof of career advancement in
line with professional requirements.
6.1 Time and effort is invested in learning new skills-based job
6. Demonstrate learning,
requirements.
creativity and
6.2 Willingness to learn in different context is demonstrated
innovativeness in the
based on available learning opportunities arising in the
workplace
workplace.
6.3 Learning opportunities are sought and allocated based on
job requirement and in line with organization policy.
6.4 Application of learning is demonstrated in both technical
and non-technical aspects based on requirements of the job.
6.5 Application of a range of basic IT skills is demonstrated
based on requirements of the job.
6.6 Awareness of Occupational Health and Safety procedures
are demonstrated in use of technology in the workplace.
6.7 Initiative is taken to create more effective and efficient
processes and procedures in line with workplace policy.
6.7 New systems are developed and maintained in accordance
with the requirements of the job.
6.8 Opportunities that are not obvious are identified and exploited
in line with organization objectives.
6.9 Opportunities for performance improvement are identified
proactively in area of work.
6.10 Awareness of personal role in workplace innovation is
demonstrated.

© TVET CDACC 2018 27

RANGE
This section provides work environment and conditions to which the performance criteria apply.
It allows for different work environment and situations that will affect performance.

Variable Range
1. Drug and substance Commonly abused
abuse includes but 1.1 Alcohol
not limited to: 1.2 Tobacco
1.3 Miraa
1.4 Over-the-counter drugs
1.5 Cocaine
1.6 Bhang
1.7 Glue
2. Feedback includes 2.1 Verbal
but not limited to: 2.2 Written
2.3 Informal
2.4 Formal
3. Clients includes but 3.1 New clients
not limited to: 3.2 Existing clients
3.3 Internal clients
3.4 External clients
4. Relationships 4.1 Man/Woman
includes but not 4.2 Trainer/trainee
limited to: 4.3 Employee/employer
4.4 Client/service provider
4.5 Husband/wife
4.6 Boy/girl
4.7 Parent/child
4.8 Sibling relationships
5. Communication 5.1 Written
methods include but 5.2 Talk/presentation
not limited to: 5.3 Video
5.4 Audio
5.5 Graphical
5.6 Modeling
6. Team includes but 6.1 Small work group
not limited to: 6.2 Staff in a section/department
6.3 Inter-agency group
7. Personal growth 7.1 Growth in the job
includes but not 7.2 Career mobility
limited to: 7.3 Gains and exposure the job gives
7.4 Net workings
7.5 Benefits that accrue to the individual as a result of
noteworthy performance
8. Personal objectives 8.1 Long term

© TVET CDACC 2018 28

 includes but not 8.2 Short term
limited to: 8.3 Broad
8.4 Specific
9. Trainings and career 8.1 Participation in training programs
opportunities o Technical
includes but not o Supervisory
limited to o Managerial
o Continuing Education
8.2 Serving as Resource Persons in conferences and workshops
10. Resource include but 9.1 Human
not limited to: 9.2 Financial
9.3 Technology
o Hardware
o Software
11. Innovation include 11.1 New ideas
but not limited to: 11.2 Original ideas
11.3 Different ideas
11.4 Methods/procedures
11.5 Processes
11.6 New tools
13 Emerging issues 13.1 Terrorism
include but not limited 13.2 Social media
to: 13.3 National cohesion
13.4 Open offices

REQUIRED SKILLS AND KNOWLEDGE

This section describes the skills and knowledge required for this unit of competency.
Required Skills
The individual needs to demonstrate the following skills:
 Personal hygiene practices
 Intra and Interpersonal skills
 Communication skills
 Knowledge management
 Interpersonal skills
 Critical thinking skills
 Observation skills
 Organizing skills
 Negotiation skills
 Monitoring skills
 Evaluation skills
 Record keeping skills
 Problem solving skills
 Decision Making skills
 Resource utilization skills

© TVET CDACC 2018 29

  Resource mobilization skills
Required Knowledge
The individual needs to demonstrate knowledge of:
 Work values and ethics
 Company policies
 Company operations, procedures and standards
 Occupational Health and safety procedures
 Fundamental rights at work
 Personal hygiene practices
 Workplace communication
 Concept of time
 Time management
 Decision making
 Types of resources
 Work planning
 Resources and allocating resources
 Organizing work
 Monitoring and evaluation
 Record keeping
 Workplace problems and how to deal with them
 Negotiation
 Assertiveness
 Team work
 Gender mainstreaming
 HIV and AIDS
 Drug and substance abuse
 Leadership
 Safe work habits
 Professional growth and development
 Technology in the workplace
 Learning
 Creativity
 Innovation
 Emerging issues
o Social media
o Terrorism
o National cohesion

EVIDENCE GUIDE
This provides advice on assessment and must be read in conjunction with the performance
criteria, required skills and knowledge and range.

1. Critical aspects of Assessment requires evidence that the candidate:

Competency 1.1 Attained job targets within key result areas.
1.2 Maintained intra- and inter-personal relationship in the course of

© TVET CDACC 2018 30

 managing oneself.
1.3 Completed trainings and career progression opportunities in time.
1.4 Was punctual and time conscious.
1.5 Acquired and maintained licenses and/or certifications required
for the job.
1.6 Planned and organized resources to achieve organization goals
and objectives.
1.7 Monitored and evaluated work activities.
1.8 Identified, analyzed and solved problem arising in the course of
working.
1.9 Was conscious of health and safety while carrying out work
functions.
1.10 Maintained a mentorship and coaching program for employees.
1.11 Innovatively made work processes and procedures more
efficient.
1.12 Mainstreamed gender issues in the workplace.
1.13 Build a strong team of workers in the workplace.
1.14 Sought and allocated learning opportunities and resources in the
workplace.
1.15 Demonstrated awareness of HIV and AIDS.
1.16 Abstained from drug and substance abuse.
1.17 Demonstrated ability to cope with emerging issues.
2. Resource The following resources should be provided:
Implications 2.1 Workplace or assessment location
2.2 Case studies/scenarios
3. Methods of Competency in this unit may be assessed through:
Assessment 3.1 Oral Interview
3.2 Observation
3.3 Third Party Reports
3.4 Written tests
4. Context of 4.1 Competency may be assessed in workplace or in a simulated
Assessment workplace setting
4.2 Assessment shall be observed while tasks are being undertaken
whether individually or in-group
5. Guidance Holistic assessment with other units relevant to the industry sector,
information for workplace and job role is recommended.
assessment

© TVET CDACC 2018 31

 DEMONSTRATE ENVIRONMENTAL LITERACY

UNIT CODE: HOS/OS/FB/BC/06/5

UNIT DESCRIPTION
This unit specifies the competencies required to follow procedures for environmental hazard
control, follow procedures for environmental pollution control, comply with workplace
sustainable resource use, evaluate current practices in relation to resource usage, develop and
adhere to environmental protection principles/strategies/guidelines.

ELEMENTS AND PERFORMANCE CRITERIA

ELEMENT PERFORMANCE CRITERIA

These describe the key These are assessable statements which specify the required
outcomes which make up level of performance for each of the elements.
workplace function. Bold and italicized terms are elaborated in the Range
1. Control environmental 1.1 Storage methods for environmentally hazardous materials
hazard are strictly followed according to environmental
regulations and OSHS.
1.2 Disposal methods of hazardous wastes are followed always
according to environmental regulations and OSHS.
1.3 PPE is used according to OSHS.
2. Control environmental 2.1 Environmental pollution control measures are compiled
Pollution control following standard protocol.
2.2 Procedures for solid waste management are observed
according to Environmental Management and Coordination
Act 1999
2.3 Methods for minimizing noise pollution complied
following environmental regulations.
3. Demonstrate sustainable 3.1 Methods for minimizing wastage are complied with.
resource use 3.2 Waste management procedures are employed following
principles of 3Rs (Reduce, Reuse, Recycle)
3.3 Methods for economizing or reducing resource
consumption are practiced.
4. Evaluate current practices 4.1 Information on resource efficiency systems and
in relation to resource procedures are collected and provided to the work group
usage where appropriate.
4.2 Current resource usage is measured and recorded by
members of the work group.
4.3 Current purchasing strategies are analyzed and recorded
according to industry procedures.
4.4 Current work processes to access information and data is
analyzed following enterprise protocol.
5. Identify Environmental 5.1 Environmental legislations/conventions and local
legislations/conventions for ordinances are identified according to the different
environmental concerns environmental aspects/impact
5.2 Industrial standard/environmental practices are described
according to the different environmental concerns

© TVET CDACC 2018 32

 6. Implement specific 6.1 Programs/Activities are identified according to
environmental programs organizations policies and guidelines.
6.2 Individual roles/responsibilities are determined and
performed based on the activities identified.
6.3 Problems/constraints encountered are resolved in
accordance with organizations’ policies and guidelines
6.4 Stakeholders are consulted based on company guidelines
7. Monitor activities on 7.1 Activities are periodically monitored and evaluated
Environmental according to the objectives of the environmental Program
protection/Programs 7.2 Feedback from stakeholders are gathered and considered in
proposing enhancements to the program based on
consultations
7.3 Data gathered are analyzed based on evaluation
requirements
7.4 Recommendations are submitted based on the findings
7.5 Management support systems are set/established to sustain
and enhance the program
7.6 Environmental incidents are monitored and reported to
concerned/proper authorities

RANGE
This section provides work environments and conditions to which the performance criteria apply.
It allows for different work environments and situations that will affect performance.

Variable Range

1. PPE may include but are 1.1 Mask

not limited to: 1.2 Gloves
1.3 Goggles
1.4 Safety hat
1.5 Overall
1.6 Hearing protector
1.7 Safety boots
2. Environmental pollution 2.1 Methods for minimizing or stopping spread and
control measures may ingestion of airborne particles
include but are not limited 2.2 Methods for minimizing or stopping spread and
to: ingestion of gases and fumes
2.3 Methods for minimizing or stopping spread and
ingestion of liquid wastes
3. Waste management 3.1 Sorting
procedures may include 3.2 Storing of items
but are not limited to: 3.2 Recycling of items
3.3 Disposal of items

© TVET CDACC 2018 33

 4. Resources may include 4.1 Electric
but are not limited to: 4.2 Water
4.3 Fuel
4.3 Telecommunications
4.4 Supplies
4.5 Materials
5. Workplace 5.1Biological hazards
environmental hazards 5.2 Chemical and dust hazards
may include but are not 5.3 Physical hazards
limited to:
6. Organizational systems 6.1 Supply chain, procurement and purchasing
and procedures may 6.2 Quality assurance
include but are not limited 6.3 Making recommendations and seeking approvals
to:

REQUIRED SKILLS AND KNOWLEDGE

This section describes the skills and knowledge required for this unit of competency.

Required Skills
The individual needs to demonstrate the following skills:
 Following storage methods of environmentally hazardous materials
 Following disposal methods of hazardous wastes
 Using PPE
 Practicing OSHS
 Complying environmental pollution control
 Observing solid waste management
 Complying methods of minimizing noise Pollution
 Complying methods of minimizing wastage
 Employing waste management procedures
 Economizing resource consumption
 Listing of resources used
 Measuring current usage of resources
 Identifying and reporting workplace environmental hazards
 Conveying all environmental issues
 Following environmental regulations
 Identifying environmental regulations
 Assessing procedures for assessing compliance
 Collecting information on environmental and resource efficiency systems and procedures,
and Providing information to the work group
 Measuring and recording current resource usage
 Analysing and recording current purchasing strategies.
 Analysing current work processes to access information and data and Assisting
identifying areas for improvement
 Analysing resource flow
 Determining efficiency of use/conversion of resources
 Determining causes of low efficiency of use

© TVET CDACC 2018 34

  Developing plans for increasing the efficiency of resource use
 Checking resource use plans
 Complying to regulations/licensing requirements
 Determining benefit/cost of plans
 Ranking proposals based on benefit/cost compared to limited resources
 Checking proposals meet regulatory requirements
 Monitoring implementation
 Adjusting plan and implementation
 checking new resource usage

Required Knowledge
The individual needs to demonstrate knowledge of:
 Storage methods of environmentally hazardous materials
 Disposal methods of hazardous wastes
 Usage of PPE Environmental regulations
 OSHS
 Types of pollution
 Environmental pollution control measures
 Different solid wastes
 Solid waste management
 Different noise pollution
 Methods of minimizing noise pollution
 Solid Waste Act
 Methods of minimizing wastage
 Waste management procedures
 Economizing of resource consumption
 3Rs principle
 Types of resources
 Techniques in measuring current usage of resources
 Calculating current usage of resources
 Types of workplace environmental hazards
 Environmental regulations
 Environmental regulations applying to the enterprise.
 Procedures for assessing compliance with environmental regulations.
 Collection of information on environmental and resource efficiency systems and
procedures,
 Measurement and recording of current resource usage
 Analysis and recording of current purchasing strategies.
 Analysis current work processes to access information and data Analysis of data and
information
 Identification of areas for improvement
 Resource consuming processes
 Determination of quantity and nature of resource consumed
 Analysis of resource flow of different parts of the resource flow process
 Use/conversion of resources
 Causes of low efficiency of use

© TVET CDACC 2018 35

  Increasing the efficiency of resource use
 Inspection of resource use plans
 Regulations/licensing requirements
 Determine benefit/cost for alternative resource sources
 Benefit/costs for different alternatives
 Components of proposals
 Criteria on ranking proposals
 Regulatory requirements
 Proposals for improving resource efficiency
 Implementation of resource efficiency plans
 Procedures in monitor implementation
 Adjustments of implementation plan
 Inspection of new resource usage

EVIDENCE GUIDE
This provides advice on assessment and must be read in conjunction with the performance
criteria, required skills and knowledge and range.

1. Critical Aspects Assessment requires evidence that the candidate:

of Competency 1.1 Controlled environmental hazard
1.2 Controlled environmental pollution
1.3 Demonstrated sustainable resource use
1.4 Evaluated current practices in relation to resource usage
1.5 Demonstrated knowledge of environmental legislations and local
ordinances according to the different environmental issues
/concerns.
1.6 Described industrial standard environmental practices according to
the different environmental issues/concerns.
2.4 Resolved problems/ constraints encountered based on management
standard procedures
2.5 Implemented and monitored environmental practices on a periodic
basis as per company guidelines
2.6 Recommended solutions for the improvement of the Program
2.7 Monitored and reported to proper authorities any environmental
incidents
2. Resource The following resources should be provided:
Implications 2.1 Workplace with storage facilities
2.2 Tools, materials and equipment relevant to the tasks (ex. Cleaning
tools, cleaning materials, trash bags, etc.)
2.3 PPE
2.4 Manuals and references
2.5 Legislation, policies, procedures, protocols and local ordinances
relating to environmental protection
2.6 Case studies/scenarios relating to environmental Protection
3 Methods of Competency in this unit may be assessed through:
Assessment 3.1 Demonstration
3.2 Oral questioning

© TVET CDACC 2018 36

 3.3 Written examination
3.4 Interview/Third Party Reports
3.5 Portfolio (citations/awards from GOs and NGOs, certificate of
training – local and abroad)
3.6 Simulations and role-plays
4 Context of Competency may be assessed on the job, off the job or a combination of
Assessment these. Off the job assessment must be undertaken in a closely simulated
workplace environment.
5 Guidance Holistic assessment with other units relevant to the industry sector,
information for workplace and job role is recommended.
assessment

© TVET CDACC 2018 37

 DEMONSTRATE OCCUPATIONAL SAFETY AND HEALTH PRACTICES

UNIT CODE: HOS/OS/FB /BC/07/ 5

UNIT DESCRIPTION
This unit specifies the competencies required to lead the implementation of workplace’s safety
and health program, procedures and policies/guidelines.

ELEMENTS AND PERFORMANCE CRITERIA

ELEMENT PERFORMANCE CRITERIA

These describe the key These are assessable statements which specify the
outcomes which make up required level of performance for each of the elements.
workplace function. Bold and italicized terms are elaborated in the Range
1. Identify workplace hazards 1.1 Hazards in the workplace and/or its indicators of its
and risk presence, are identified
1.2 Evaluation and/or work environment measurements
of OSH hazards/risk existing in the workplace is
conducted by
Authorized personnel or agency
1.3 OSH issues and/or concerns raised by workers are
Gathered
2. Identify and implement 2.1 Prevention and control measures, including use of
appropriate control safety gears / PPE (personal protective equipment)
measures for specific hazards
identified and implemented
2.2 Appropriate risk controls based on result of OSH
hazard evaluation is recommended.
2.3 Contingency measures, including emergency
procedures during workplace incidents and
emergencies are recognized and established in
accordance with organization procedures.
3. Implement OSH programs, 3.1 Information to work team about company OSH
procedures and policies/ program, procedures and policies/guidelines are
guidelines provided
3.2 Implementation of OSH procedures and policies/
guidelines are participated
3.3 Team members are trained and advised on OSH
standards and procedures
3.4 Procedures for maintaining OSH-related records are
implemented

RANGE

© TVET CDACC 2018 38

This section provides work environments and conditions to which the performance criteria apply.
It allows for different work environments and situations that will affect performance.

Variable Range
1. Hazards may include but 1.1. Physical hazards – impact, illumination, pressure,
are not limited to: noise, vibration, extreme temperature, radiation
1.2 Biological hazards- bacteria, viruses, plants, parasites,
mites, molds, fungi, insects
1.3 Chemical hazards – dusts, fibers, mists, fumes, smoke,
gasses, vapors
1.4 Ergonomics
Psychological factors – over exertion/ excessive force,
awkward/static positions, fatigue, direct pressure,
varying metabolic cycles
Physiological factors – monotony, personal
relationship, work out cycle
1.6 Safety hazards (unsafe workplace condition) –
confined space, excavations, falling objects, gas
leaks, electrical, poor storage of materials and
waste, spillage, waste and debris
1.7 Unsafe workers’ act (Smoking in off-limited areas,
Substance and alcohol abuse at work)
2. Indicators may include 2.1 Increased of incidents of accidents, injuries
but are not limited to: 2.2 Increased occurrence of sickness or health complaints/
symptoms
2.3 Common complaints of workers related to OSH
2.4 High absenteeism for work-related reasons
3. Evaluation and/or work 3.1 Health Audit
environment 3.2 Safety Audit
measurements may 3.3 Work Safety and Health Evaluation
include but are not limited 3.4 Work Environment Measurements of Physical and
to: Chemical Hazards

4. OSH issues and/or 4.1 Workers’ experience/observance on presence of work

concerns may include but hazards
are not limited to: 4.2 Unsafe/unhealthy administrative arrangements
(prolonged work hours, no break time, constant
overtime, scheduling of tasks)
4.3 Reasons for compliance/non-compliance to use of
PPEs or other OSH procedures/policies/guidelines

© TVET CDACC 2018 39

 5. Prevention and control 5.1 Eliminate the hazard (i.e., get rid of the dangerous
measures may include but machine
are not limited to: 5.2 Isolate the hazard (i.e. keep the machine in a closed
room and operate it remotely; barricade an unsafe area
off)
5.3 Substitute the hazard with a safer alternative (i.e.,
replace the machine with a safer one)
5.4 Use administrative controls to reduce the risk (i.e. give
trainings on how to use equipment safely; OSH-related
topics, issue warning signages, rotation/shifting work
schedule)
5.5 Use engineering controls to reduce the risk (i.e. use
safety guards to machine)
5.6 Use personal protective equipment
5.7 Safety, Health and Work Environment Evaluation
5.8 Periodic and/or special medical examinations of
workers
6. Safety gears /PPE 6.1 Arm/Hand guard, gloves
(Personal Protective 6.2 Eye protection (goggles, shield)
Equipment’s) may 6.3 Hearing protection (ear muffs, ear plugs)
include but are not limited 6.4 Hair Net/cap/bonnet
to: 6.5 Hard hat
6.6 Face protection (mask, shield)
6.7 Apron/Gown/coverall/jump suit
6.8 Anti-static suits
6.9 High-visibility reflective vest
7. Appropriate risk controls Appropriate risk controls in order of impact are as follows:
7.1 Eliminate the hazard altogether (i.e., get rid of the
dangerous machine)
7.2 Isolate the hazard from anyone who could be harmed
(i.e., keep the machine in a closed room and operate it
remotely; barricade an unsafe area off)
7.3 Substitute the hazard with a safer alternative (i.e.,
replace the machine with a safer one)
7.4 Use administrative controls to reduce the risk (i.e.,
train workers how to use equipment safely; train
workers about the risks of harassment; issue signage)
7.5 Use engineering controls to reduce the risk (i.e., attach
guards to the machine to protect users)
7.6 Use personal protective equipment (i.e., wear
gloves and goggles when using the machine)
8. Contingency measures 8.1 Evacuation
may include but are not 8.2 Isolation
limited to: 8.3 Decontamination
8.4 (Calling designed) emergency personnel

© TVET CDACC 2018 40

 9. Emergency procedures 9.1 Fire drill
may include but are not 9.2 Earthquake drill
limited to: 9.3 Basic life support/CPR
9.4 First aid
9.5 Spillage control
9.6 Decontamination of chemical and toxic
9.7 Disaster preparedness/management
9.8 se of fire-extinguisher
10. Incidents and 10.1 Chemical spills
emergencies may 10.2 Equipment/vehicle accidents
include but are not 10.3 Explosion
limited to: 10.4 Fire
10.5 Gas leak
10.6 Injury to personnel
10.7 Structural collapse
10.8 Toxic and/or flammable vapors emission.
11. OSH-related Records 11.1 Medical/Health records
may include but are not 11.2 Incident/accident reports
limited to: 11.3 Sickness notifications/sick leave application
11.4 OSH-related trainings obtained

REQUIRED SKILLS AND KNOWLEDGE

This section describes the skills and knowledge required for this unit of competency.

Required Skills
The individual needs to demonstrate the following skills:
 Skills on preliminary identification of workplace hazards/risks
 Knowledge management
 Critical thinking skills
 Observation skills
 Coordinating skills
 Communication skills
 Interpersonal skills
 Troubleshooting skills
 Presentation skills
 Training skills

Required Knowledge
The individual needs to demonstrate knowledge of:
 General OSH Principles
 Occupational hazards/risks recognition
 OSH organizations providing services on OSH evaluation and/or work environment
measurements (WEM)
 National OSH regulations; company OSH policies and protocols
 Systematic gathering of OSH issues and concerns

© TVET CDACC 2018 41

  General OSH principles
 National OSH regulations
 Company OSH and recording protocols, procedures and policies/guidelines
 Training and/or counseling methodologies and strategies

EVIDENCE GUIDE
This provides advice on assessment and must be read in conjunction with the performance
criteria, required skills and knowledge and range.

1. Critical Aspects Assessment requires evidence that the candidate:

of Competency 1.1 Identifies hazards/risks in the workplace and/or its indicators
1.2 Requests for evaluation and/or work environment measurements of
OSH hazards/risk in the workplace
1.3 Gathers OSH issues and/or concerns raised by workers
1.4 Identifies and implements prevention and control measures,
including use of PPE (personal protective equipment) for specific
hazards
1.5 Recommends appropriate risk controls based on result of OSH
hazard evaluation and OSH issues gathered
1.6 Establish contingency measures, including emergency procedures in
accordance with organization procedures
1.7 Provides information to work team about company OSH program,
procedures and policies/guidelines
1.8 Participates in the implementation of OSH procedures and
policies/guidelines
1.9 Trains and advises team members on OSH standards and procedures
1.10 Implements procedures for maintaining OSH-related records
2. Resource The following resources should be provided:
Implications 2.1 Workplace or assessment location
2.2 OSH personal records
2.3 PPE
2.4 Health records
3. Methods of Competency may be assessed through:
Assessment 3.1 Portfolio Assessment
3.2 Interview
3.3 Case Study/Situation
3.4 Observation/Demonstration and oral questioning
4. Context of Competency may be assessed on the job, off the job or a combination of
Assessment these. Off the job assessment must be undertaken in a closely simulated
workplace environment.
5. Guidance Holistic assessment with other units relevant to the industry sector,
information for workplace and job role is recommended.
assessment

© TVET CDACC 2018 42

 COMMON UNITS OF COMPETENCY

MANAGE FOOD AND BEVERAGE GUEST EXPERIENCE

UNIT CODE: HOS/OS/FB/CR/01/5

UNIT DESCRIPTION
This unit specifies the competencies required to manage food and beverage guests’ experience. It
involves coordinating guest interactions, collecting, processing and disseminating guest
information and handling guest’s feedback.

ELEMENTS AND PERFORMANCE CRITERIA

ELEMENT PERFORMANCE CRITERIA

These describe the key These are assessable statements which specify the required
outcomes which make up level of performance for each of the elements.
workplace function. Bold and italicized terms are elaborated in the Range
1. Coordinate guest 1 .1 . Guest is welcomed as per workplace policy.
interactions 1 .2 . Guest is guided to desired location as per workplace
policy.
1 .3 . An institution services are promoted based on its
products.
1 .4 . Options to enhance guest experience are
recommended based on guest preference, status, and
duration of stay and workplace policy.

2. Collect, process and 2 .1 . Guest contact details are taken and compiled as per
disseminate guest workplace policy.
information 2 .2 . Guest dietary preferences/needs and special
requirements are obtained as workplace policy.
2 .3 . Guest information is shared with relevant stakeholders
as per workplace policy.
3. Handle guest’s complaints 3.1 The guest complain is received as per the work place
procedures and SOPs.
3.2 The guest is listened to with empathy as per the SOPs.
3.3 The guest is isolate (where necessary) for privacy as per
the SOPs.
3.4 Demonstrate calmness and professionalism when handling
the guest complains as per the SOPs.
3.5 Details of the complains are noted down as SOPs and work
place policy.
3.6 Solution options are offered to the guest as per the work
place policy.

© TVET CDACC 2018 43

 3.7 Follow up on the guest complain to ascertain satisfaction as
per the SOPs.
4. Handle guest’s feedback 3.1 Feedback from the guests is obtained, analyzed and shared
as per workplace policy.
3.2 Guest feedback is addressed as per workplace policy.
3.3 Action taken on guest information is followed-up and
monitored as per workplace policy.
3.4 Compensation of guest experience is conducted as per
workplace policy and SOPs.
3.5 Satisfaction of the guest is assessed based on guest
feedback and/or future experience with the guest.

© TVET CDACC 2018 44

RANGE
This section provides work environments and conditions to which the performance criteria apply.
It allows for different work environments and situations that will affect performance.

Variable Range

1. Options to enhance guest 1.1 Menu options

experience 1.2 Seating arrangements
1.3 Special orders

2. Dietary preferences/needs 2.1 Vegetarian meals

2.2 Lactose intolerance
2.3 Gluten intolerance
2.4 Sugar free products
2.5 Nut allergies
2.6 Protein allergies

3. Special requirements 4.1 Birthday entertainment

4.2 Wheelchair access
4.3 Baby chairs
4.4 Baby walkers
4.5 Family seating
4.6 Valet services
4.7 Nanny services

4. Compensation of guest 4.1 Replacement service

experience 4.2 Complimentary meal/beverage
4.3 Refund

REQUIRED SKILLS AND KNOWLEDGE

This section describes the skills and knowledge required for this unit of competency.
Required Skills
This section describes the required skills which supports performance. These skills will need to
be considered in the learning and assessment process.

 Communication
 Interpersonal
 F&B service skills
 Listening
 Problem solving
 Negotiation
 Attention to detail
© TVET CDACC 2018 45
 Analytical
 Leadership
 Entrepreneurial
 Critical thinking
 Information Technology (IT)
 Decision making
 Customer care

Knowledge
This section describes the required knowledge which supports performance. This knowledge will
need to be considered in the learning and assessment process.

The individual needs to demonstrate knowledge of:

 F&B operations
 Business communication
 Customer care
 Property care and maintenance
 Basic culinary techniques
 Basic catering laws
 Hygiene and sanitation
 Food safety
 Basic marketing

EVIDENCE GUIDE
This provides advice on assessment and must be read in conjunction with the performance
criteria, required skills, knowledge and range.

Assessment requires evidence that the candidate:

1. Critical Aspects of
Competency 1.1 Welcomed guests courteously.
1.2 Guided guests to the desired location.
1.3 Promoted institution products and services.
1.4 Recommended options to enhance guest experience.
1.5 Collected and compiled guest information.
1.6 Shared guest information with relevant stakeholders on
time.
1.7 Obtained, analyzed and shared guest feedback from the
guests.
1.8 Followed up and monitored action taken on guest
information.
1.9 Conducted compensation of guest experience
appropriately.
1.10 Assessed guest satisfaction.

© TVET CDACC 2018 46

 2. Resource implications The following resources must be provided:
2.1 An institution with a functional food and beverage department

3. Methods of Assessment Competency may be assessed through:

3.1 Observation
3.2 Written tests
3.3 Oral questioning
3.4 Third party report
4. Context of Assessment Competency may be assessed:
4.1 on-the-job,
4.2 off-the-job
4.3 or a combination of these
4.4 During industrial attachment
Off the job assessment must be undertaken in a closely simulated
workplace environment.
5. Guidance information for Holistic assessment with other units relevant to the industry
assessment sector, workplace and job role is recommended.

© TVET CDACC 2018 47

 SUPERVISE ROOM SERVICE OPERATIONS

UNIT CODE: HOS/OS/FB/CR/02/5

UNIT DESCRIPTION
This unit specifies the competencies required to supervise room service operations. It involves
preparing, carrying out and controlling room service operations.

ELEMENTS AND PERFORMANCE CRITERIA

Elements Performance Criteria

These describe the key outcomes These are assessable statements which specify the
which make up workplace required level of performance for each of the elements.
function Bold and italicized terms are elaborated in the Range
1. Prepare for room service 1.1 Room service staff is sensitized on room service
operations procedures as per SOPs.
1.2 Room service station Fixture, Furniture and
Equipment (FF&E) is set in accordance to
workplace policy and number of guests/sizes of
institution.
1.3 Room service operating equipment and service
ware are prepared for use as per the menu.
1.4 Menus are confirmed as per management
objectives and guest needs.
1.5 Daily tasks are assigned as per room service
operational needs.
2. Carry out room service 2.1 Daily specials are offered as per workplace policy.
operations 2.2 Room service menus are availed as per SOPs.
2.3 Room service orders are taken as per the customer’s
needs.
2.4 Room service tray is set up in accordance with room
service SOPs.
2.5 Food and beverages are delivered to the room
according to workplace policy and SOPs.
2.6 Room service operations are monitored according to
SOPs.
2.7 Guest complaints/ compliments are handled as per
workplace policy.
3. Control room service 3.1 Point of sale system is operated in accordance with
operations room service SOPs.
3.2 Closing stocks are checked against established par
levels.
3.3 Payment is received and processed as per
organizational policy.

© TVET CDACC 2018 48

 Elements Performance Criteria
These describe the key outcomes These are assessable statements which specify the
which make up workplace required level of performance for each of the elements.
function Bold and italicized terms are elaborated in the Range
3.4 Safety and security issues are handled as per
workplace policy and legal requirements.
3.5 Compliance to policy and regulations is confirmed
as legal requirements.

RANGE
This section provides work environments and conditions to which the performance criteria apply.
It allows for different work environments and situations that will affect performance.

Variable Range
1. Fixture, Furniture and 1.1 Cabinets
Equipment (FF&E) include 1.2 Coolers
but not limited to: 1.3 Shelves
1.4 Trolleys
1.5 Trays
1.6 Linen
1.7 Cutlery
1.8 Crockery
1.9 Glassware
1.10 Hollow ware
1.11 Room service accessories
1.12 Mini bar
2. Room service operating 2.1 Trolleys
equipment include but not 2.2 Foldable table
limited to: 2.3 Coffee making machine

3. Service ware include but 3.1 Cutlery

not limited to: 3.2 Crockery
3.3 Glassware
3.4 Hollow ware
3.5 Glasswasher
4. Daily specials include but 4.1 Cocktails
not limited to: 4.2 Fresh fruit juices
4.3 Shakes
4.4 Smoothies
5. Management objectives 5.1 Profitability
include but not limited to: 5.2 Customer satisfaction
5.3 Corporate image

© TVET CDACC 2018 49

 6. Room service operational 6.1 Customer’s order
needs include but not 6.2 Special diets
limited to:

7. Applicable laws include 7.1 Health and safety Act

but not limited to: 7.2 Liquor licensing

REQUIRED SKILLS AND KNOWLEDGE

This section describes the skills and knowledge required for this unit of competency.
Required Skills
This section describes the required skills which supports performance. These skills will need to
be considered in the learning and assessment process.
 F&B service technical skills
 Basic food production skills
 Basic analytical skills
 Leadership skills
 Communication
 Negotiation
 Interpersonal skills
 Entrepreneurial skills
 Critical thinking
 Problem solving
 Computer proficiency
 Customer care

Required Knowledge
This section describes the required knowledge which supports performance. This knowledge will
need to be considered in the learning and assessment process.

The individual needs to demonstrate knowledge of:

 F&B operations
 Communication
 Guest relations
 Basic marketing
 Property care and maintenance
 Basic culinary techniques
 Basic catering law
 Hygiene and sanitation
 Food safety
 Health and safety

© TVET CDACC 2018 50

EVIDENCE GUIDE
This provides advice on assessment and must be read in conjunction with the performance
criteria, required skills, knowledge and range.

1. Critical Aspects Assessment requires evidence that the candidate:

of Competency
1.1 Set room service station Fixture, Furniture and Equipment in
accordance to workplace policy and number of guests/sizes of
institution.
1.2 Prepared room service operating equipment and service ware for
use as per the menu.
1.3 Assigned daily tasks as per room service operational needs.
1.4 Took room service orders as per the customer’s needs.
1.5 Set room service tray in accordance with room service SOPs.
1.6 Delivered food and beverages to the room according to workplace
policy and applicable law.
1.7 Handled guest complaints/ compliments as per workplace policy.
1.8 Checked closing stocks against established par levels.
1.9 Received and processed payment as per organizational policy.
2. Resource The following resources must be provided:
Implications
2.1 An institution with a functional food and beverage department / a food
production unit
2.2 An accommodation unit /A simulation of an accommodation unit

3. Methods of Competency may be assessed through:

Assessment
3.1 Observation
3.2 Written tests
3.3 Oral questioning
3.4 Third party report
4. Context of Competency may be assessed:
Assessment
2.1 On-the-job,
2.2 Off-the-job
2.3 Or a combination of these
2.4 During industrial attachment
Off the job assessment must be undertaken in a closely simulated
workplace environment.
5. Guidance Holistic assessment with other units relevant to the industry sector,
information for workplace and job role is recommended.
assessment

MANAGE FOOD AND BEVERAGE OPERATIONS

© TVET CDACC 2018 51

UNIT CODE: HOS/OS/FB/CR/03/5

UNIT DESCRIPTION

This unit specifies the competencies required to manage food and beverage operations. It
involves planning, carrying out food and beverage service operations and supervise food and
beverage controls.

ELEMENTS AND PERFORMANCE CRITERIA

ELEMENTS PERFORMANCE CRITERIA

These describe the key outcomes These are assessable statements which specify the
which make up workplace function. required level of performance for each of the elements.

Bold and italicized terms are elaborated in the Range

1. Plan for operations in food and 1.1 Food and beverage outlet is opened in accordance with
beverage service outlet workplace policy.
1.2 Food and beverage outlet operating equipment and
service ware are prepared for use as per the menu or
daily specials.
1.3 F&B outlet furniture is set in accordance to outlet
policy and design.
1.4 Service stations are prepared in accordance with outlet
policies and standard operating procedures.
1.5 Side boards are prearranged as per the menu and daily
specials.
2. Carry out food and beverage 2.1 Tables are set in accordance with outlet SOPs.
service operations 2.2 Daily specials are offered as per F & B outlet policy.
2.3 Orders are taken as the SOPs
2.4 Food and beverages are served to the customer as per
SOPs
2.5 Payment is received and processed as per
organizational policy and SOPs.
2.6 Guest complaints/ compliments are handled as per
workplace policy and SOPs.
3. Control food and beverage 3.1 Point of sale system is operated in accordance with
services outlet SOPs.
3.2 Closing stocks are checked and recorded.
3.3 Safety and security issues are handled as per workplace
policy and legal requirements.
3.4 Compliance to policy and regulations is confirmed as
legal requirements.
3.5 F & B outlet operations are monitored according to
SOPs.

© TVET CDACC 2018 52

 ELEMENTS PERFORMANCE CRITERIA
These describe the key outcomes These are assessable statements which specify the
which make up workplace function. required level of performance for each of the elements.

Bold and italicized terms are elaborated in the Range

3.6 F & B service report is prepared and shared with

relevant personnel as per workplace policy.

RANGE
This section provides work environment and conditions to which the performance criteria apply.
It allows for different work environment and situations that will affect performance.

Variable Range

1. Operating equipment and 1.1 Cutlery

service ware include but not 1.2 Crockery
limited to: 1.3 Glassware
1.4 Hollow ware
1.5 Trays
1.6 Sideboards
1.7 Linen
1.8 Condiments
1.9 Service Trolleys

2. Daily special include but 2.1 Daily menus

not limited to: 2.2 Signature dishes
3. F & B outlet furniture 3.1 Tables
include but not limited 3.2 Chairs
to: 3.3 Sideboard
3.4 Trolleys

© TVET CDACC 2018 53

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit of competency.
Required Skills
This section describes the required skills which supports performance. These skills will need to
be considered in the learning and assessment process.

 F&B service skills

 Leadership
 Listening
 Attention to detail
 Communication
 Negotiation
 Interpersonal skills
 Entrepreneurial skills
 Critical thinking
 Problem solving
 Information Technology (IT)
 Decision Making

Required Knowledge
This section describes the required knowledge which supports performance. This knowledge will
need to be considered in the learning and assessment process.
 F&B operations
 Property management
 Basic culinary techniques
 Basic catering law
 Hygiene and sanitation
 Food safety
 Basic marketing
 Business communication
 Basic human resource management
 Customer care

EVIDENCE GUIDE
This provides advice on assessment and must be read in conjunction with the performance
criteria, required skills, knowledge and range.

1. Critical Aspects Assessment requires evidence that the candidate:

of Competency
1.1 Planned F&B outlet operating equipment and service ware for use as per
the menu or daily specials.
1.2 Set F&B outlet furniture in accordance to outlet policy and design.
1.3 Prepared service stations in accordance with outlet policies and standard
operating procedures.
1.4 Prearranged side boards as per the menu and daily specials.
1.5 Set tables in accordance with outlet sops.

© TVET CDACC 2018 54

 1.6 Offered daily specials as per F & B outlet policy.
1.7 Handled guest complaints/ compliments as per workplace policy.
2. Resource The following resources must be provided:
implications
2.1 An institution with a functional F&B department

3 Methods of Competency may be assessed through:

Assessment
3.1 Observation
3.2 Written tests
3.3 Interviews
3.4 Project
3.5 Third party reports
4 Context of Competency may be assessed:
Assessment
4.1 On-the-job
4.2 Off-the-job
4.3 Or a combination of these
4.4 During industrial attachment
Off the job assessment must be undertaken in a closely simulated workplace
environment.

5 Guidance Holistic assessment with other units relevant to the industry sector,
information for workplace and job role is recommended
assessment

© TVET CDACC 2018 55

 MANAGE BAR OPERATIONS
UNIT CODE: HOS/OS/FB/CR/04/5

UNIT DESCRIPTION

This unit specifies the competencies required to manage bar operations. It involves preparing for
bar operations, performing bar operations, controlling bar operations and operating special bars.

ELEMENTS AND PERFORMANCE CRITERIA

Elements Performance Criteria

These describe the key These are assessable statements which specify the required
outcomes which make up level of performance for each of the elements.
workplace function. Bold and italicized terms are elaborated in the Range
1. Prepare for bar 1.1 Bar is cleaned as per the SOPs
operations 1.2 Bar is opened and closed in accordance with workplace
policy and legal requirements.
1.3 Bar operating equipment and service ware are prepared
for use as per the menu or daily specials.
1.4 Bar furniture is set in accordance to F&B outlet policy
and design.
1.5 Mis en place is carried out as per outlet policy
2. Perform bar operations 2.1. Bar is opened as per SOPs and legal requirements.
2.2. Bar specials are offered as per organisational
policy.
2.3. Bar orders are taken
2.4. Drinks are prepared as per the recipes
2.5. Drinks are served as per orders made.
2.6. Bar operations are monitored according to SOPs.
2.7. Guest complaints/ compliments are handled as per
workplace policy.
2.8. Bar sales summary is prepared as per organisational
policy.
3. Control bar operations 3.1 Closing stocks are checked against established par
levels.
3.2 Revenue is recorded and secured as per accounting
policy.
3.3 Safety and security issues are handled as per workplace
policy and legal requirements.
3.4 Compliance to policy and regulations is confirmed as
per legal requirements.
3.5 Bar control measures are implemented as per the work
place policy and SOPs.
4. Operate special bars 4.1 Special bars are operated in line with SOPs and legal
requirements.

© TVET CDACC 2018 56

 4.2 Special bar closing procedures are carried out as per
SOPs.

RANGE

This section provides work environments and conditions to which the performance criteria apply.
It allows for different work environments and situations that will affect performance.

Variable Range

1. Operating equipment and 1.1 Cutlery

service ware include but 1.2 Crockery
not limited to: 1.3 Glassware
1.4 Trays
1.5 Sideboards
1.6 Linen
1.7 Condiments
1.8 Blender
1.9 Cocktail mixers
1.10 Hollow ware
1.11 Assorted bar accessories
1.12 Coolers
1.13 Glasswasher/ dishwasher

2. Mis en place include but 2.1 Stock taking

not limited to: 2.2 Chilling
2.3 Preparing garnishes for cocktails
2.4 Preparing ice cubes
2.5 Restocking the bar
3. Bar furniture include but 3.1 Bar counters
not limited to: 3.2 Tables
3.3 Chairs
3.4 Sideboards
3.5 Trolleys
3.6 Bar stools
3.7 Cocktail tables
3.8 Wine rack
4. Bar specials include but 4.1 Cocktail of the day/week
not limited to: 4.2 Bar special menu
4.3 Promotional package
4.4 Happy hour

5.1 Opening and closing stock

4. Bar sales summary
5.2 Sales
include but not limited
5.3 Breakages
to:
5.4 Ullages

© TVET CDACC 2018 57

© TVET CDACC 2018 58
REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit of competency.
Required Skills
This section describes the required skills which supports performance. These skills will need to
be considered in the learning and assessment process.

 Bar service skill

 Mixing skill
 Leadership
 Communication
 Basic report writing
 Negotiation
 Interpersonal skills
 Entrepreneurial skills
 Critical thinking
 Decision making
 Problem solving
 Information Technology (IT)

Knowledge
This section describes the required knowledge which supports performance. This knowledge will
need to be considered in the learning and assessment process.

Required Knowledge
The individual needs to demonstrate knowledge of:

 Bar operations
 Mixology
 Basic accounting
 An institution and catering law
 Liquor licensing laws
 Hygiene and sanitation
 Food safety
 First aid
 Basic marketing
 Business communication
 Customer care

EVIDENCE GUIDE
This provides advice on assessment and must be read in conjunction with the performance
criteria, required skills, knowledge and range.

1. Critical Aspects Assessment requires evidence that the candidate:

of Competency 1.1 Cleaned the bar as per the sops

© TVET CDACC 2018 59

 1.2 Prepared bar operating equipment and service ware for use as per the
menu or daily specials
1.3 Set bar furniture in accordance to F&B outlet policy and design.
1.4 Carried out mis en place as per outlet policy
1.5 Offered bar specials as per organisational policy.
1.6 Handled guest complaints/ compliments as per workplace policy.
1.7 Prepared bar service report as per organisational policy.
1.8 Prepared and served drinks as per set recipes.
1.9 Controlled bar operations
2. Resource The following resources must be provided:
implications
A simulation of a functional bar/ A restaurant with a functional bar unit/
An institution with a functional bar unit

3. Methods of Competency may be assessed through:

Assessment
3.1 Observation
3.2 Written tests
3.3 Oral questioning
3.4 Third party report
4. Context of Competency may be assessed:
Assessment
4.1 On-the-job
4.2 Off-the-job
4.3 Or a combination of these
4.4 During industrial attachment
Off the job assessment must be undertaken in a closely simulated
workplace environment.

5. Guidance Holistic assessment with other units relevant to the industry sector,
information for workplace and job role is recommended.
assessment

© TVET CDACC 2018 60

 MANAGE BANQUETS AND EVENTS OPERATIONS

UNIT CODE: HOS/OS/FB/CR/05/5

UNIT DESCRIPTION

This unit specifies the competencies required to manage banquets and events. It involves
preparing, carrying out services and controlling operations in banquets and events.

ELEMENTS AND PERFORMANCE CRITERIA

Elements Performance Criteria

These describe the key outcomes These are assessable statements which specify the
which make up workplace required level of performance for each of the elements.
function. Bold and italicized terms are elaborated in the Range

1. Prepare for banquets and 1.1 Banquets and events reservations are taken and
events recorded as per workplace policy
1.2 Banquets and events standard operating procedures
are followed in accordance with workplace policy.
1.3 Banquets and events communication tools are
gathered as per workplace policy.
1.4 Work schedules are prepared as per banquets and
events forecast.
1.5 Banquets and events duties are assigned as per job
description and workplace policy.
1.6 Banquets and events FF&E and service ware are set
as per function and workplace policy.
1.7 Service stations are prepared in accordance with
workplace policy and standard operating procedures.
2. Carry out services in banquets 2.1 Tables are laid in accordance with banquets and
and events events SOPs.
2.2 Guests are welcomed and sat
2.3 The starter is served and dirties cleared
2.4 The main meal is served and dirties cleared
2.5 The dessert is served and dirties cleared.
2.6 After meal drinks are served
2.7 Glassware is provided for toasting
2.8 Banquets and events operations are monitored
according to SOPs.
2.9 Guest complaints/ compliments are handled as per
workplace policy.
3. Control services in banquets 3.1 Point of sale system is operated in accordance
and events with banquets and events SOPs.
3.2 Closing stocks are checked against opening
stocks.

© TVET CDACC 2018 61

 Elements Performance Criteria
These describe the key outcomes These are assessable statements which specify the
which make up workplace required level of performance for each of the elements.
function. Bold and italicized terms are elaborated in the Range

3.3 Payment is received and processed according to

work place policy
3.4 Safety and security issues are handled as per
workplace policy and legal requirements.
3.5 Compliance to policy and regulations is
confirmed as per legal requirements.
3.6 Banquets and events operations are evaluated
according to SOPs.

RANGE
This section provides work environments and conditions to which the performance criteria apply.
It allows for different work environments and situations that will affect performance.

Variable Range

1. Banquets and events 1.1 Banquets

include but not limited to: 1.2 Wedding
1.3 Wedding reception
1.4 Anniversary
1.5 Birthdays parties
1.6 Cocktail parties
1.7 MICE (Meetings, incentives, conferences and events)
2. Communication tools 2.1 Menus
include but not limited 2.2 Packages
to: 2.3 Flyers
2.4 Brochures
2.5 Banners
2.6 Web based tools

3. FF&E include but not 3.1 Banqueting trucks

limited to: 3.2 Refrigerated truck
3.3 Tables
3.4 Chairs
3.5 Linen
3.6 Banqueting accessories
4. Service stations include 4.1 Food stations
but not limited to: 4.2 Bar
4.3 Landing stations
4.4 Seating plans
4.5 Décor

© TVET CDACC 2018 62

 5. Welcomed include but 5.1 Napkins are offered
not limited to: 5.2 Water is served
5.3 Menu is offered
5.4 Aperitif served

REQUIRED SKILLS AND KNOWLEDGE

This section describes the skills and knowledge required for this unit of competency.
Required Skills
This section describes the required skills which supports performance. These skills will need to
be considered in the learning and assessment process.

 F&B service skill

 Bar service skills
 Reservations
 Coordination
 Organizing
 Analytical
 Leadership
 Communication
 Report writing
 Negotiation
 Interpersonal
 Entrepreneurial
 Critical thinking
 Problem solving
 Information Technology (IT)
 Customer care
 Decision making

Underpinning Knowledge
This section describes the required knowledge which supports performance. This knowledge will
need to be considered in the learning and assessment process.

The individual needs to demonstrate knowledge of:

 F&B operations
 Sales and marketing
 Property care and maintenance
 Basic catering law
 Hygiene and sanitation
 Food safety
 Business communication
 Basic human resource management

© TVET CDACC 2018 63

EVIDENCE GUIDE
This provides advice on assessment and must be read in conjunction with the performance
criteria, required skills, knowledge and range.

Assessment requires evidence that the candidate:

1. Critical Aspects of
Competency 1.1 Set banquets and events FF&E and service ware as
per function and workplace policy.
1.2 Prepared service stations in accordance with
workplace policy and standard operating procedures.
1.3 Laid tables in accordance with banquets and events
sops.
1.4 Welcomed guests are and sat
1.5 Served starter and cleared dirties
1.6 Served main meal and cleared dirties
1.7 Served dessert and cleared dirties.
1.8 Served after meal drinks
1.9 Provided glassware for toasting
1.10 Handled guest complaints/ compliments as per
workplace policy.
1.11 Checked closing stocks against opening stocks.
1.12 Handled safety and security issues as per workplace
policy and legal requirements.

2. Resource Implications The following resources must be provided:

A functional banqueting and events unit / A simulation of a
functional banqueting and events unit

3. Methods of Assessment Competency may be assessed through:

3.1 Observation
3.2 Written tests
3.3 Oral questioning
3.4 Third party report
4. Context of Assessment Competency may be assessed:
4.1 On-the-job,
4.2 Off-the-job
4.3 Or a combination of these
4.4 During industrial attachment
Off the job assessment must be undertaken in a closely
simulated workplace environment.
5. Guidance information Holistic assessment with other units relevant to the industry
for assessment sector, workplace and job role is recommended.

© TVET CDACC 2018 64

© TVET CDACC 2018 65
 MANAGE SPECIALITY OUTLETS
UNIT CODE: HOS/OS/FB/CR/06/5

UNIT DESCRIPTION
ELEMENTS AND PERFORMANCE CRITERIA This unit specifies the competencies
required to manage specialty outlet. It involves preparing for specialty outlet operations, carrying
out operations of a specialty outlet and controlling specialty outlet operations.

Elements Performance Criteria

These describe the key These are assessable statements which specify the required
outcomes which make up level of performance for each of the elements.
workplace function. Bold and italicized terms are elaborated in the Range
1. Prepare for specialty outlet 1.1 Specialty outlet menu is availed as per outlet
operations concept.
1.2 Speciality outlet FF and E is set as per outlet
concept.
1.3 Daily tasks are assigned as per outlet operational
needs.
1.4 Speciality outlet service SOPs are followed as per
outlet concept.
1.5 Speciality outlet is opened in accordance with
workplace policy.
1.6 Daily specials are confirmed in accordance with the
outlet concept.
1.7 Service stations are prepared in accordance with
outlet policies and standard operating procedures.
1.8 Side boards are prearranged as per the menu and
daily specials.

2. Carry out operations of a

Speciality outlet 2.1 Outlet set-up is done in accordance with outlet concept.
2.2 Daily specials are promoted as per outlet policy.
2.3 Orders are taken
2.4 Food and beverages are served according to customer
needs
2.5 Billing is done as per work place SOPs
2.6 Outlet operations are monitored according to SOPs.
2.7 Guest complaints/compliments are handled as per
workplace policy.
2.8 Speciality outlet activities are carried out according to
applicable law.

© TVET CDACC 2018 66

 Elements Performance Criteria
These describe the key These are assessable statements which specify the required
outcomes which make up level of performance for each of the elements.
workplace function. Bold and italicized terms are elaborated in the Range
3. Control specialty outlet 3.1 Point of sale system is operated in accordance with
operations outlet SOPs.
3.2 Opening stocks are checked against established par
levels.
3.3 Portion control is applied
3.4 Payment is received and processed as per workplace
policy
3.5 Safety and security issues are handled as per workplace
policy and legal requirements.
3.6 Compliance to policy and regulations is confirmed as
per legal requirements.
3.7 Closing stocks are checked against the sales and
deliveries.

RANGE
This section provides work environments and conditions to which the performance criteria apply.
It allows for different work environments and situations that will affect performance.

Variable Range

1. Outlet operational needs 1.1 Shift coverage

include but not limited to: 1.2 Completion of tasks
1.3 Completion of service cycle
1.4 Type of clientele
1.5 Type of menu
2. Outlet concept include but 2.1 Theme and décor
not limited to: 2.2 Cuisine
2.3 Target clientele

3. Service stations include 3.1 Sushi bars

but not limited to: 3.2 Live cooking stations
3.3 Carving station

4. Specialty outlet activities 4.1 Entertainment

include but not limited to: 4.2 Celebrations
4.3 Fireworks displays

5. Applicable Law include 5.1 Legal provisions

but not limited to: 5.2 Health and safety
5.3 Employment act
5.4 An institution and restaurants act
5.5 EMCA 1999
6. Speciality furniture, 6.1 Cutlery

© TVET CDACC 2018 67

 fittings and equipment 6.2 Crockery
(FF&E) 6.3 Glassware
6.4 Trays
6.5 Sideboards
6.6 Linen
6.7 Condiments
6.8 Table
6.9 Chairs
6.10 Mats
6.11 Lighting
6.12 Lampshades
7. Point of sale include 7.1 Micros stations
but not limited to: 7.2 Cashiering stations
7.3 KOT (Kitchen order ticket) printers

REQUIRED SKILLS AND KNOWLEDGE

This section describes the skills and knowledge required for this unit of competency.
Required Skills
This section describes the required skills which supports performance. These skills will need to
be considered in the learning and assessment process.

 F&B service techniques

 Analytical skills
 Leadership skills
 Communication
 Negotiation
 Interpersonal skills
 Entrepreneurial skills
 Critical thinking
 Problem solving
 Information Technology (IT)
 Customer care
 Decision making

Knowledge
This section describes the required knowledge which supports performance. This knowledge will
need to be considered in the learning and assessment process.

The individual needs to demonstrate knowledge of:

 F&B operations
 Special cuisine
 Speciality/ethnic culture
 Property care and maintenance
 Basic culinary terms
 Basic catering law

© TVET CDACC 2018 68

 Safety and security
 Hygiene and sanitation
 Food safety
 Basic sales and marketing
 Communication
 Basic human resource management

EVIDENCE GUIDE
This provides advice on assessment and must be read in conjunction with the performance
criteria, required skills, knowledge and range.

Assessment requires evidence that the candidate:

1. Critical Aspects of
Competency 1.1 Speciality outlet FF and E is set as per outlet concept.
1.2 Service stations are prepared in accordance with outlet
policies and standard operating procedures.
1.3 Outlet set-up is done in accordance with outlet concept.
1.4 Orders are taken
1.5 Food and beverages are served according to customer
needs
1.6 Billing is done as per work place SOPs
1.7 Guest complaints/compliments are handled as per
workplace policy.
1.8 Portion control is applied
2. Resource Implications The following resources must be provided:
2.1 A functional Specialty food and beverage outlet with a
food production unit / An institution with a specialty
food and beverage outlet.
3. Methods of Assessment Competency may be assessed through:
3.1 Observation
3.2 Written tests
3.3 Oral questioning
3.4 Third party report
4. Context of Assessment Competency may be assessed:
4.1 On-the-job,
4.2 Off-the-job
4.3 Or a combination of these
4.4 During industrial attachment
Off the job assessment must be undertaken in a closely
simulated workplace environment.
5. Guidance information Holistic assessment with other units relevant to the industry
for assessment sector, workplace and job role is recommended.

PERFORM FOOD AND BEVERAGE DEPARTMENT ADMINISTRATIVE DUTIES

© TVET CDACC 2018 69

UNIT CODE: HOS/OS/FB/CR/07/5

UNIT DESCRIPTION

This unit describes the competencies required to perform food and beverage department
administrative duties. It involves performing, controlling and supervising departments activities.
It also entails performing organization duty management role from time to time.

ELEMENT AND PERFORMANCE CRITERIA

PERFORMANCE CRITERIA
ELEMENT
These are assessable statements which specify the
These describe the key outcomes
required level of performance for each of the elements.
which make up workplace function.
Bold and italicized terms are elaborated in the Range
1. Perform food and beverage 1.1 Goals and objectives of the department are
department activities implemented based on the strategy of the
organization.
1.2 Tasks are developed as per goals and objectives of
the department and organization structure.
1.3 Required resources are determined based on tasks to
be performed.
1.4 Departments operation plan is implemented based on
the organizations master plan.
1.5 Departments plan implementation schedules are
carried out based on tasks, objectives and resources
availability.
1.6 Methods and tools for monitoring work progress are
utilized based on implementation schedule.
2. Control food and beverage 1.1 Follow-up activities are conducted to track progress
department activities as per department operational targets.
1.2 Actual performance is measured and analyzed
against expected performance targets.
1.3 Performance gaps correction activities are
conducted as per progress report.
1.4 Resource utilization is monitored based on
workplace policy.
3. Supervise food and beverage 3.1 Human resource policy is implemented based on
department personnel overall organization policy, best practices and SOPs.
3.2 Staff is recruited based on human resource policy.
3.3 Staff is inducted on the job based human resource
policy.
3.4 Staff is supervised and appraised based on human
resource policy.
3.5 Staff performance feedback is given based on

© TVET CDACC 2018 70

 PERFORMANCE CRITERIA
ELEMENT
These are assessable statements which specify the
These describe the key outcomes
required level of performance for each of the elements.
which make up workplace function.
Bold and italicized terms are elaborated in the Range
performance assessment results.
3.6 Staff is capacity built and mentored based on
training needs assessment and appraisal reports.
3.7 Staff is compensated, motivated and welfare
programmes implemented based on human resource
policy.
3.8 Staff disciplinary evidence and reports are provided
as per human resource policy.
4. Perform organization duty 4.1 General organization operations are overseen as per
management role SOPs and workplace policy.
4.2 Interdepartmental activities are coordinated as per
workplace policy.
4.3 Guest complaints are received, handled and
escalated as per workplace policy.
4.4 Fire, life and safety issues are handled as per
workplace crisis policy and best practices.
4.5 Risk assessment is conducted as per workplace
policy.
4.6 Staff issues are received, handled and escalated as
per workplace policy.

RANGE
This section provides work environments and conditions to which the performance criteria apply.
It allows for different work environments and situations that will affect performance.

Variable Range

1. Required resources includes 1.1 Human resources

but not limited to: 1.2 Capital
1.3 Materials
1.4 Supplies
1.5 Tools
1.6 Equipment
2. Corrective activities 2.1 Resources reallocation
include but not limited to: 2.2 Training/capacity building
2.3 Guidance and counselling
2.4 Mediation
2.5 Job rotation

© TVET CDACC 2018 71

 3. Capacity built includes but 3.1 Training
not limited to: 3.2 Coaching
3.3 Mentorship
3.4 Induction
4. Motivation includes but 4.1 Salary increment /bonus
not limited to: 4.2 Promotion
4.3 Appraisal
4.4 Capacity
4.5 Flexible working hours
4.6 Recognition
4.7 End year party
4.8 Gifts /complementary
4.9 Job enrichment and enlargement
5. Guest complaints includes 1.1 Cold food
but not limited to: 1.2 Poor WIFI connection
1.3 Poor TV reception
1.4 Slow service
1.5 Overcharging
1.6 Failure to refund change
6. Staff issues includes but not 1.1 Dressing (Grooming)
limited to: 1.2 Absenteeism
1.3 Lateness
1.4 Intoxication
1.5 Harassment
1.6 Worker behavior e.g. (rudeness, failure to attend to
details)

© TVET CDACC 2018 72

REQUIRED SKILLS AND KNOWLEDGE

This section describes the skills and knowledge required for this unit of competency.

Required Skills

The individual needs to demonstrate the following skills:

 Food and beverages sales and service skills

 Bar service skills
 Reservations
 Coordination
 Report writing
 Evaluation
 Analytical
 Customer care
 Critical thinking
 Leadership skills
 Interpersonal skills
 Organizing
 Analytical
 Supervisory and leadership skills
 Communication
 Report writing
 Negotiation
 Interpersonal
 Entrepreneurial
 Problem solving
 Computer proficiency
 Customer care
 Decision making
 Listening
 Attention to details

Required Knowledge

The individual needs to demonstrate knowledge of:

© TVET CDACC 2018 73

  Customer care
 Basic human resource management
 Basic accounting
 Basic finance management
 Labour laws
 Labour relations
 Planning and budgeting
 Statutory legislations and regulations e.g. NHIF, NSSF, PAYE
 Management and leadership principles and practices
 Record keeping
 Organization structure (reporting structure)
 Networking and linkages
 Emerging issues

EVIDENCE GUIDE
This provides advice on assessment and must be read in conjunction with the performance
criteria, required skills and knowledge and range statement.

1. Critical aspects of Assessment requires evidence that the candidate:

Competency 1.1 Developed tasks as per goals and objectives of the department
and organization.
1.2 Identified and allocated he required resources based on tasks to
be performed.
1.3 Followed-up activities to track progress as per department
operational targets.
1.5 Measured and analyzed actual performance against expected
performance targets and maintained the records.
1.6 Follow-up activities are conducted to track progress as per
department operational targets.
1.7 Actual performance is measured and analyzed against expected
performance targets.
1.8 Performance gaps correction activities are conducted as per
progress report.
1.4 Identified performance gaps and prepared corrective activities
as per the performance gaps and organization policy.
1.5 Utilized tools for monitoring work progress.
1.6 Prepared, evaluated and disseminated departments
performance reports.
1.7 Maintained work records as evidence of tracking progress.
1.8 Recommended corrective measures taken to fill up
performance gaps.

© TVET CDACC 2018 74

 1.9 Implemented human resource policy in management of
departments personnel.
1.10 Utilized the organization’s communication strategy.
1.11 Adhered to legal and statutory requirements.
1.12 Maintained records of received, handled and escalated
guest complains
1.13 Received, handled and escalated staff issues prudently and
appropriately.
2. Resource Implications The following resources should be provided:
An organization with operational food and beverage department.
3. Methods of Assessment Competency in this unit may be assessed through:

3.1 Observation
3.2 Written tests
3.3 Oral questioning
3.4 Third party reports
3.5 Interviews
3.6 Case studies
3.7 Project

4. Context of Assessment Competency may be assessed:

4.1 On-the-job
4.2 Off-the-job or a combination of both.
4.3 During Industrial attachment/attachment
Off the job assessment must be undertaken in a closely simulated
workplace environment.
5. Guidance information for Holistic assessment with other units relevant to the industry sector,
assessment workplace and job role is recommended.

© TVET CDACC 2018 75