Essential workplace skills for the hospitality industry:
BottleshopCritical to industry performance is a quality training system that delivers essential workplace competence.
FTH Skills Council together with our industry partners has developed this Essential Workplace Skills document to provide:
• an understanding of what tasks should be able to be performed in the workplace having completed Cert II, III or IV Hospitality qualifications
• Industry expectations and recommendations
• an outcomes based audit tool that evaluates practical skills attained through training
It is critical that people have the essential workplace skills to prosper in our industry.
For further information please contact:
Food, Tourism & Hospitality Industry
Skills Advisory Council SA Inc
Phone 08 8362 6012
Fax 08 8362 1455
Email [email protected]
Web www.fthskillscouncil.com.au
© Food, Tourism & Hospitality Industry Skills Advisory Council SA Inc.
Published May 2011. FTH005
Cer
tifica
te II
in H
ospi
talit
yC
ertifi
cate
III i
n H
ospi
talit
yC
ertifi
cate
IV in
Hos
pita
lity
Des
crip
tor:
Bas
e le
vel
SIT
2020
7 C
ertifi
cate
II re
pres
ents
a b
ase
oper
atio
nal q
ualifi
catio
n th
at e
ncom
pass
es a
rang
e of
func
tions
/act
iviti
es re
quiri
ng b
asic
op
erat
iona
l kno
wle
dge
and
limite
d pr
actic
al s
kills
Des
crip
tor:
Sup
ervi
sor/
Team
Lea
der
SIT
3070
7 C
ertifi
cate
III r
epre
sent
s th
e qu
alific
atio
n of
a s
kille
d
oper
ator
who
app
lies
a br
oad
rang
e of
com
pete
ncie
s, p
ossi
bly
prov
idin
g te
chni
cal a
dvic
e an
d su
ppor
t to
a te
am in
clud
ing
havi
ng
team
lead
er re
spon
sibi
litie
s
Des
crip
tor:
Ski
lled
Team
Lea
der/
Man
ager
SIT
4030
7 C
ertifi
cate
IV re
pres
ents
a q
ualifi
catio
n ba
sed
on m
ore
soph
istic
ated
tech
nica
l app
licat
ions
, the
oret
ical
kno
wle
dge
and
incr
ease
d re
spon
sibi
lity
Pot
entia
l Job
Rol
es:
• D
rive
/ bot
tle s
hop
atte
ndan
t
Pot
entia
l Job
Rol
es:
• D
rive
/ bot
tle s
hop
atte
ndan
t
• D
rive
/ bot
tle s
hop
Sup
ervi
sor
• R
espo
nsib
le P
erso
n (in
clud
ing
first
aid
)
Pot
entia
l Job
Rol
es:
• D
rive
/ bot
tle s
hop
Man
ager
• R
espo
nsib
le P
erso
n (in
clud
ing
first
aid
)
• D
uty
Man
ager
Task
s:
• S
ervi
ng c
usto
mer
s
• R
ecei
ve m
oney
and
giv
e ap
prop
riate
cha
nge
usin
g P
OS
sys
tem
• E
FTP
OS
• G
ener
al c
lean
ing
• H
andl
e st
ock
in th
e ap
prop
riate
man
ner
• M
aint
ain
stoc
k le
vels
on
floor
• E
nsur
e st
ock
is ro
tate
d w
ithin
sto
re p
olic
y
• R
espo
nsib
le s
ervi
ce o
f alc
ohol
• M
aint
ain
hygi
ene
stan
dard
s bo
th in
side
and
out
side
the
stor
e in
clud
ing
park
ing
area
, che
ck o
ut a
reas
, wal
ls a
nd fl
oors
, frid
ges
and
disp
lays
• S
tock
unl
oade
d an
d st
ored
app
ropr
iate
ly
• A
ssis
t with
sto
ck ta
kes
as re
quire
d
• O
HS
aw
aren
ess
- em
erge
ncy
situ
atio
ns, i
nert
gase
s, c
hem
ical
s,
venu
e se
curit
y
• O
HS
- c
ompl
y w
ith p
olic
ies
and
proc
edur
es a
nd a
ctiv
ely
parti
cipa
te in
com
pany
OH
S p
rogr
am
• E
nviro
nmen
tal -
use
ene
rgy,
wat
er a
nd o
ther
reso
urce
s ef
ficie
ntly,
re
cycl
ing
cont
aine
rs a
nd s
afe
disp
osal
of a
ll was
te, e
spec
ially
ha
zard
ous
subs
tanc
es
• B
asic
bee
r, liq
uor a
nd w
ine
know
ledg
e
• S
trong
cus
tom
er a
war
enes
s
• G
ood
pres
enta
tion
and
hygi
ene
prac
tices
Task
s: (I
n ad
ditio
n to
cer
t 2)
• E
nsur
e th
at m
erch
andi
sing
thro
ugho
ut th
e st
ore
is e
ffect
ive,
eye
ca
tchi
ng a
nd th
at s
igna
ge is
attr
activ
e
• M
onito
r sto
re s
ecur
ity to
min
imis
e lo
ss o
f sto
ck th
roug
h th
eft
• G
ood
beer
, liq
uor a
nd w
ine
know
ledg
e
• S
ome
basi
c kn
owle
dge
on im
porte
d w
ines
• B
e ab
le to
offe
r alte
rnat
ives
to c
usto
mer
s
• B
e ab
le to
offe
r rec
omm
enda
tions
to c
usto
mer
s
• E
nsur
e pr
oduc
t kno
wle
dge
is u
p to
dat
e
• S
uper
vise
and
und
erta
ke s
tock
take
s as
requ
ired
• O
pen
and
clos
e st
ore
with
in s
tore
pol
icy
• P
rovi
de a
hig
h le
vel o
f cus
tom
er s
ervi
ce
• H
ave
a st
rong
gra
sp o
n th
e co
ncep
t of s
ellin
g an
d up
sel
ling
• A
bilit
y to
sup
ervi
se a
nd s
how
lead
ersh
ip s
kills
• H
ave
deve
lope
d an
effi
cien
cy to
ser
vice
rout
ines
• H
ave
an u
nder
stan
ding
of c
osts
and
cos
t con
trols
• H
ave
basi
c un
ders
tand
ing
of ro
ster
ing
and
cost
con
trols
• B
egin
to w
ork
with
in b
udge
ts a
nd s
tart
to d
evel
op a
n un
ders
tand
ing
of b
udge
ts
• B
e ab
le to
dea
l with
cus
tom
er c
ompl
aint
s an
d re
solv
e in
the
busi
ness
es b
est i
nter
ests
• B
e ab
le to
reco
ncile
tills
and
bal
ance
shi
fts
• H
ave
stro
ng c
ash
hand
ling
tech
niqu
es s
uch
as c
ount
ing
back
ch
ange
and
the
tear
test
Task
s: (I
n ad
ditio
n to
cer
t 2 &
3)
• P
urch
ase
with
in a
gree
d m
inim
um/m
axim
um le
vels
• E
nsur
e pe
risha
ble
item
s ar
e st
ored
at t
he s
tipul
ated
tem
pera
ture
s an
d th
at th
ese
item
s ar
e no
t ove
rsto
cked
• M
axim
ise
busi
ness
opp
ortu
nitie
s th
roug
h m
onito
ring
trend
s,
spec
ial p
rom
otio
ns a
nd a
nnua
l eve
nts
• C
arry
out
regu
lar t
rain
ing/
coac
hing
ses
sion
s to
ens
ure
all s
taff
are
awar
e of
new
pro
duct
s an
d sp
ecia
ls
• C
ompr
ehen
sive
bee
r, liq
uor a
nd w
ine
know
ledg
e in
clud
ing
impo
rted
win
es
• D
evel
op a
nd im
plem
ent p
lans
to im
prov
e cu
stom
er s
ervi
ce
• B
e ab
le to
wor
k to
war
ds fi
nanc
ial g
oals
and
bud
gets
• W
ork
with
in b
udge
ts a
nd h
elp
to d
evel
op K
PI’S
• U
nder
stan
ding
of a
ll equ
ipm
ent a
nd b
e ab
le to
do
basi
c m
aint
enan
ce
• R
epor
t mai
nten
ance
pro
blem
s pr
ompt
ly, re
cord
all a
ccid
ents
and
re
port
inju
ries
to m
anag
emen
t
• M
onito
r and
adh
ere
to c
ompa
ny O
ccup
atio
nal H
ealth
and
Saf
ety
polic
y in
rela
tion
to th
e he
alth
and
saf
ety
of e
mpl
oyee
s an
d th
ird
parti
es w
ho m
ay b
e on
the
prem
ises
• In
duct
sta
ff w
ithin
com
pany
pol
icy
and
guid
elin
es
• M
onito
r and
coa
ch s
taff
with
per
form
ance
issu
es
• D
isci
plin
e st
aff a
ppro
pria
tely
with
in c
ompa
ny p
olic
y an
d re
port
any
disc
iplin
ary
actio
ns to
man
agem
ent
• M
onito
r, as
sess
and
adj
ust s
taffi
ng le
vels
for s
afet
y an
d co
st
effe
ctiv
enes
s, e
nsur
ing
adeq
uate
cus
tom
er s
ervi
ce le
vels
are
m
aint
aine
d at
all t
imes
• R
oste
r sta
ff ta
king
into
acc
ount
sea
sona
l dem
ands
, lea
ve
requ
ests
, sic
knes
s an
d illn
ess
• M
onito
r com
plia
nce
with
legi
slat
ion
eg s
igna
ge
• D
evel
op in
divi
dual
ski
lls a
nd im
prov
e on
per
form
ance
and
pr
oduc
tivity
of t
he te
am a
nd th
e in
divi
dual
• A
ble
to d
evel
op w
ithin
you
r tea
m s
ellin
g pr
oced
ures
and
up
sellin
g pr
ogra
ms
• A
ble
to d
evel
op a
nd c
oord
inat
e pr
omot
iona
l act
iviti
es fo
r the
sto
re
• A
bilit
y to
clo
se o
ff EF
TPO
S m
achi
ne a
nd b
alan
ce it
to ta
king
s
• E
nsur
e st
aff c
arry
out
sou
nd c
ash
hand
ling
proc
edur
es s
uch
as
issu
ing
chan
ge a
nd th
e te
ar te
st
• E
nsur
e th
at re
turn
s ar
e co
rrect
ly a
ccou
nted
for
• R
egul
arly
che
ck a
ll ref
riger
atio
n eq
uipm
ent a
nd e
nsur
e pr
even
tativ
e m
aint
enan
ce is
effe
cted
• E
nsur
e al
l del
iver
y ve
hicl
es a
re m
aint
aine
d
Indu
stry
rec
omm
enda
tions
:
• C
ompl
etio
n of
resp
onsi
ble
serv
ice
of a
lcoh
ol u
nit
• A
war
enes
s of
and
com
plia
nce
with
Sta
te liq
uor l
icen
sing
law
s
Indu
stry
rec
omm
enda
tions
:
• A
bilit
y to
be
badg
ed –
pol
ice
clea
ranc
e
• C
ompl
etio
n of
resp
onsi
ble
serv
ice
of a
lcoh
ol u
nit
• A
war
enes
s of
and
com
plia
nce
with
Sta
te liq
uor l
icen
sing
law
s
• R
espo
nsib
le P
erso
n
• S
trong
pro
duct
kno
wle
dge
in a
ll bev
erag
e ca
tego
ries
• O
pera
te a
fork
lift
• D
evel
opin
g m
anag
emen
t tec
hniq
ues
and
disp
layi
ng le
ader
ship
qu
aliti
es
Indu
stry
rec
omm
enda
tions
:
• A
bilit
y to
be
badg
ed –
pol
ice
clea
ranc
e
• C
ompl
etio
n of
resp
onsi
ble
serv
ice
of a
lcoh
ol u
nit
• A
war
enes
s of
and
com
plia
nce
with
Sta
te liq
uor l
icen
sing
law
s
• R
espo
nsib
le P
erso
n or
Dut
y M
anag
er
• R
elev
ant i
ndus
try e
xper
ienc
e
• F
irst A
id c
ertifi
cate
• A
hig
h le
vel o
f pro
duct
kno
wle
dge
• H
ave
stro
ng m
anag
emen
t and
lead
ersh
ip q
ualit
ies
Ens
ure
the
follo
win
g:
• R
TO p
rovi
des
hosp
italit
y pa
thw
ays
info
rmat
ion
• O
n th
e jo
b ex
perie
nce/
wor
k pl
acem
ent
• O
pera
tiona
l bot
tle s
hop
or re
tail e
nviro
nmen
t
• C
ore
units
requ
ired
- 6
• E
lect
ive
units
requ
ired
- 6
• T
otal
num
ber o
f uni
ts re
quire
d -
12
Ens
ure
the
follo
win
g:
• R
TO p
rovi
des
hosp
italit
y pa
thw
ays
info
rmat
ion
• O
n th
e jo
b ex
perie
nce/
wor
k pl
acem
ent
• O
pera
tiona
l bot
tle s
hop
or re
tail e
nviro
nmen
t
• C
ore
units
requ
ired
- 8
• E
lect
ive
units
requ
ired
- 8
• T
otal
num
ber o
f uni
ts re
quire
d -
16
Ens
ure
the
follo
win
g:
• R
TO p
rovi
des
hosp
italit
y pa
thw
ays
info
rmat
ion
• O
n th
e jo
b ex
perie
nce/
wor
k pl
acem
ent
• O
pera
tiona
l bot
tle s
hop
or re
tail e
nviro
nmen
t
• C
ore
units
requ
ired
- 14
• E
lect
ive
units
requ
ired
- 12
• T
otal
num
ber o
f uni
ts re
quire
d -
26
Rea
listic
tim
e fr
ame
for
com
plet
ion:
• N
omin
al h
ours
181
- 7
00
• T
imef
ram
e w
ill de
pend
on
units
sel
ecte
d an
d on
the
job
expe
rienc
e/w
ork
plac
emen
t
Rea
listic
tim
e fr
ame
for
com
plet
ion:
• N
omin
al h
ours
293
- 9
90
• T
imef
ram
e w
ill de
pend
on
units
sel
ecte
d an
d on
the
job
expe
rienc
e/w
ork
plac
emen
t
Rea
listic
tim
e fr
ame
for
com
plet
ion:
• N
omin
al h
ours
542
- 1
650
• S
tude
nts
at th
is le
vel s
houl
d be
con
side
red
for R
PL
• S
houl
d on
ly b
e of
fere
d to
per
sons
alre
ady
wor
king
with
in in
dust
ry
• T
imef
ram
e w
ill de
pend
on
units
sel
ecte
d
*All
Hos
pita
lity
indu
stry
trai
ning
and
em
ploy
men
t is
subj
ect t
o re
leva
nt le
gisl
ativ
e an
d re
gula
tory
requ
irem
ents
. Thi
s is
a q
ualit
y co
ntro
l mec
hani
sm n
ot a
det
erm
inat
ion
of w
age
rate
s. W
age
rate
s ar
e de
term
ined
by
rele
vant
indu
stry
aw
ards
or
inst
rum
ents
. Adv
ice
rega
rdin
g w
age
rate
s sh
ould
be
soug
ht fr
om th
e ap
prop
riate
indu
stria
l par
ties.