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 info@fthskillscouncil.com.au

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.