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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARD
SERVICE SUPERVISOR (F&B SUPERVISOR / FLOOR MANAGER / SHIFT MANAGER / HEAD WAITER)
Important Points to Note about this Document This document is intended purely to provide general information to enable individuals, employers and training providers to be informed about the skills for career, training and education purposes. SSG provides no warranty whatsoever about the contents of this document, and does not warrant that the courses of action mentioned in this document will secure employment, promotion, or monetary benefits.
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1.
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Occupation: Service Supervisor (F&B Supervisor / Floor Manager / Shift Manager /
Head Waiter)
Occupation Description:
The Service Supervisor (F&B Supervisor/Floor Manager/Head Waiter) leads and ensures
service standards, food hygiene and safety standards are upheld by the team on each
shift.
His/Her role includes planning and preparing staff duty rosters and off-day scheduling,
providing on-the-job training for staff, and handling work-related problems and resolves
them in a positive and professional way. When required, he oversees reservations and
assigning work stations to staff.
He also performs administrative tasks such as managing payroll and writing budgets.
He should possess good communication skills, be able to interact well with his staff and
customers with the diplomacy to defuse anger, collect accurate information and to resolve
problems.
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARD
SERVICE SUPERVISOR (F&B SUPERVISOR / FLOOR MANAGER / SHIFT MANAGER / HEAD WAITER)
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1.
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The skills expected of the Group Beverage Manager are summarised as below:
Skill Category Skill
Analytical,
Conceptual and
Evaluative
1. Solve Problems and Make Decisions at Managerial Level
Business
Continuity
Management
2. Execute Crisis Management Plans
Business
Negotiation 3. Apply Basic Negotiation Skills and Techniques
Communications 4. Articulate and Discuss Ideas
Food and
Beverage Service
5. Coordinate Food and Beverage Service
6. Provide Quality Control for Service
7. Supervise Bar Service
Information and
Results 8. Manage Service Performance
Innovation 9. Manage Productivity Improvements
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARD
SERVICE SUPERVISOR (F&B SUPERVISOR / FLOOR MANAGER / SHIFT MANAGER / HEAD WAITER)
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1.
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Leadership 10. Role Model the Service Vision
People and
Relationship
Management
11. Coach for Service Performance
12. Develop a Work Team
13. Lead Workplace Communication and Engagement
14. Manage a Diverse Service Environment
15. Supervise, Motivate and Empower Staff
People
Development 16. Conduct Orientation and Training
Personal
Management and
Development
17. Develop Self to Maintain Professional Competence at
Supervisory Level
Planning and
Implementation
18. Maintain Inventories
19. Manage Operations for Service Excellence
Quality
20. Manage Quality System and Processes
Sales and
Marketing 21. Maintain Displays
Site/Outlet and
Equipment
Management
22. Implement Site/Outlet and Equipment Maintenance Plans
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARD
SERVICE SUPERVISOR (F&B SUPERVISOR / FLOOR MANAGER / SHIFT MANAGER / HEAD WAITER)
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1.
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Workplace Safety
and Health 23. Manage Workplace Safety and Health System
Workplace Safety
and Hygiene 24. Conduct Food and Beverage Hygiene Audit
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARD
SERVICE SUPERVISOR (F&B SUPERVISOR / FLOOR MANAGER / SHIFT MANAGER / HEAD WAITER)
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1.
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Skill Code ES-ACE-402G-1
Skill Category Analytical, Conceptual
and Evaluative
Skill Sub-Category
(where applicable) N/A
Skill Solve Problems and Make Decisions at Managerial Level
Skill Description
This skill describes the ability to examine the causes of performance
deficiency and its impact on an organisation. It also includes
managing team dynamics to identify and address performance
deficiency.
Knowledge and
Analysis
It refers to gathering,
cognitive processing,
integration and
inspection of facts and
information required to
perform the work tasks
and activities.
The ability to understand:
• Advantages and disadvantages of the various methods to collect
relevant and current information on organisational performance
standards and quality control policies
• Sources of information to identify performance deficiency
• Advantages and disadvantages of the various methods to identify
performance deficiency
• Types of analytical tools and techniques and their application in
the problem- solving and decision-making process
• Principles of group dynamics and teamwork and techniques to
manage team dynamics
• Types of decision-making models for arriving at the preferred
solution and their features
• Factors affecting the effectiveness of an implementation plan
• Tools and techniques to identify performance deficiency or cause
of failure in implemented solution and implementation plan and
their features
• Advantages and disadvantages of various ways to formalise
implemented solution as part of current Standard Operating
Procedures (SOPs)
• Organisational procedures for amending and disseminating SOPs
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARD
SERVICE SUPERVISOR (F&B SUPERVISOR / FLOOR MANAGER / SHIFT MANAGER / HEAD WAITER)
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1.
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Application and
Adaptation The ability to:
• Collect relevant and current information on organisational
performance standards and quality control policies
• Identify the types of performance deficiency and examine the
causes and their impact on organisation-related aspects
• Identify the root causes of the problems with team members
using appropriate group facilitation techniques
• Determine a preferred solution using appropriate methods and
draw up an implementation plan to implement the solution at the
workplace
• Formalise implemented solution as part of the organisation’s
current standard operating procedures
• Evaluate the effectiveness of the implemented solution and
implementation plan using appropriate techniques and criteria
It refers to the ability to
perform the work tasks
and activities required
of the occupation, and
the ability to react to
and manage the
changes at work.
Innovation and Value
Creation The ability to:
• Generate creative ideas using appropriate idea generation and
group facilitation techniques
• Shortlist the most viable ideas based on a set of pertinent criteria
using appropriate problem-solving and decision-making
techniques and tools
• Evaluate the impact of shortlisted ideas using appropriate
problem-solving and decision-making techniques and tools
• Develop a corrective action plan for any shortfalls identified in the
implemented solution and conduct a follow-up review of
modifications made
It refers to the ability to
generate purposive
ideas to improve work
performance and/or
enhance business
values that are aligned
to organisational goals.
Social Intelligence
and Ethics The ability to:
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARD
SERVICE SUPERVISOR (F&B SUPERVISOR / FLOOR MANAGER / SHIFT MANAGER / HEAD WAITER)
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1.
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It refers to the ability to
use affective factors in
leadership, relationship
and diversity
management guided by
professional codes of
ethics.
• Manage team dynamics and differing opinions through the use of
conflict management techniques
Learning to Learn The ability to:
• Reflect on own strengths and weaknesses and its impact in
solving problems and making decisions
It refers to the ability to
develop and improve
one’s self within and
outside of one’s area of
work.
Range of Application N/A
(where applicable)
It refers to the critical
circumstances and
contexts that the skill
may be demonstrated.
Version Control
Version Date Changes Made Edited by
ES-ACE-402G-1 1-Sep-16 Initial Version WDA
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARD
SERVICE SUPERVISOR (F&B SUPERVISOR / FLOOR MANAGER / SHIFT MANAGER / HEAD WAITER)
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1.
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Skill Code BM-BCM-304E-1
Skill Category Business Continuity
Management
Skill Sub-Category
(where applicable) N/A
Skill Execute Crisis Management Plan
Skill Description
This skill describes the ability to execute crisis management plan. It
also includes coordinating crisis response and recovery activities,
executing individual roles during disruptive events and validating crisis
management plan.
Knowledge and
Analysis
It refers to gathering,
cognitive processing,
integration and
inspection of facts and
information required to
perform the work tasks
and activities.
The ability to understand:
• Crisis management plan, including crisis response and recovery
activities
• Critical business functions
• Business continuity plans
• Emergency control exercises
Application and
Adaptation
It refers to the ability to
perform the work tasks
and activities required
of the occupation, and
the ability to react to
and manage the
changes at work.
The ability to:
• Assist in the coordination and integration of crisis response and
recovery activities in accordance with recovery and business
continuity plans to respond to disruptive events
• Execute individual roles within the crisis management plan to
respond to disruptive events
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARD
SERVICE SUPERVISOR (F&B SUPERVISOR / FLOOR MANAGER / SHIFT MANAGER / HEAD WAITER)
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1.
9
Innovation and Value
Creation
It refers to the ability to
generate purposive
ideas to improve work
performance and/or
enhance business
values that are aligned
to organisational goals.
The ability to:
• Participate in the organisation’s emergency control exercises to
validate and make improvements to the crisis management plan to
ensure organisational readiness
Social Intelligence
and Ethics
It refers to the ability to
use affective factors in
leadership, relationship
and diversity
management guided
by professional codes
of ethics.
The ability to:
• Manage own emotions to maintain composure and display self-
confidence and resilience when dealing with challenges in a crisis
situation
• Respond appropriately to negative emotional cues of organisation
members during a crisis situation to provide reassurance
Learning to Learn
It refers to the ability to
develop and improve
one’s self within and
outside of one’s area
of work.
The ability to:
• Augment own knowledge on crisis management by subscribing to
diverse learning channels to ensure continuous learning for
workplace application
Range of Application
(where applicable)
It refers to the critical
circumstances and
contexts that the skill
may be demonstrated.
N/A
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARD
SERVICE SUPERVISOR (F&B SUPERVISOR / FLOOR MANAGER / SHIFT MANAGER / HEAD WAITER)
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1.
10
Version Control
Version Date Changes Made Edited by
BM-BCM-304E-1 1 September 2016 Initial Version WDA
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARD
SERVICE SUPERVISOR (F&B SUPERVISOR / FLOOR MANAGER / SHIFT MANAGER / HEAD WAITER)
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1.
11
Skill Code BM-BN-301E-1
Skill Category Business Negotiation
Skill Sub-Category
(where applicable) N/A
Skill Apply Basic Negotiation Skills and Techniques
Skill Description
This skill describes the ability to apply basic negotiation skills and
techniques to achieve organisation’s desired position in a negotiation.
It also includes identifying negotiation outcomes and responsibilities,
preparing background information and documenting negotiation.
Knowledge and
Analysis
It refers to gathering,
cognitive processing,
integration and
inspection of facts and
information required to
perform the work tasks
and activities.
The ability to understand:
• Negotiation objectives
• Context of negotiation
• Social and cultural differences which may affect negotiations
• Interpersonal skills
• Communication and conflict resolution techniques
• Relevant precedents
• Components of minutes
Application and
Adaptation
It refers to the ability to
perform the work tasks
and activities required
of the occupation, and
the ability to react to
and manage the
changes at work.
The ability to:
• Identify negotiation outcomes in commercial situations to
establish organisation’s desired position in the negotiation
• Identify roles and responsibilities needed to support negotiation
objectives
• Prepare relevant background information to understand other
parties’ position
• Use negotiation processes and techniques to assist in achieving
desired negotiation outcomes
• Record negotiations for evaluation and documentation purposes
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARD
SERVICE SUPERVISOR (F&B SUPERVISOR / FLOOR MANAGER / SHIFT MANAGER / HEAD WAITER)
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1.
12
Innovation and Value
Creation
It refers to the ability to
generate purposive
ideas to improve work
performance and/or
enhance business
values that are aligned
to organisational goals.
The ability to:
• Identify opportunities to strive for negotiation outcomes to add
value to the organisation
Social Intelligence
and Ethics
It refers to the ability to
use affective factors in
leadership, relationship
and diversity
management guided by
professional codes of
ethics.
The ability to:
• Manage self to maintain composure and self-confidence when
conducting negotiations
Learning to Learn
It refers to the ability to
develop and improve
one’s self within and
outside of one’s area of
work.
The ability to:
• Engage in self-reflection to identify own areas for improvement in
negotiation techniques
• Improve own negotiation techniques by subscribing to learning
channels and participating in review platforms with supervisors
and peers to enhance own negotiation skills
Range of Application
(where applicable)
It refers to the critical
circumstances and
contexts that the skill
may be demonstrated.
N/A
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARD
SERVICE SUPERVISOR (F&B SUPERVISOR / FLOOR MANAGER / SHIFT MANAGER / HEAD WAITER)
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1.
13
Version Control
Version Date Changes Made Edited by
BM-BN-301E-1 1 September 2016 Initial Version WDA
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARD
SERVICE SUPERVISOR (F&B SUPERVISOR / FLOOR MANAGER / SHIFT MANAGER / HEAD WAITER)
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1.
14
Skill Code BM-COM-404E-1
Skill Category Communications
Skill Sub-Category
(where applicable) N/A
Skill Articulate and Discuss Ideas
Skill Description
This skill describes the ability to articulate and discuss ideas. It includes
selecting, reviewing and refining approaches to communicate ideas,
identifying and implementing specific ways to encourage responses,
substantiating and challenging viewpoints, as well as exchanging ideas
to reach intended outcomes.
Knowledge and
Analysis
It refers to gathering,
cognitive processing,
integration and
inspection of facts and
information required to
perform the work tasks
and activities.
The ability to understand:
• Factors to consider when selecting best approaches to
communicate ideas
• Modes of communication
• Techniques of engaging others
Application and
Adaptation
It refers to the ability to
perform the work tasks
and activities required
of the occupation, and
the ability to react to
and manage the
changes at work.
The ability to:
• Select appropriate approaches to communicate ideas in an
effective manner to achieve intended outcomes
• Identify and implement specific ways to encourage responses
from communicating parties
• Substantiate or challenge viewpoints using a logical approach
to achieve intended outcomes
• Exchange ideas until outcomes are reached to ensure
agreement from communicating parties
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARD
SERVICE SUPERVISOR (F&B SUPERVISOR / FLOOR MANAGER / SHIFT MANAGER / HEAD WAITER)
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1.
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Innovation and Value
Creation
It refers to the ability to
generate purposive
ideas to improve work
performance and/or
enhance business
values that are aligned
to organisational goals.
The ability to:
• Review and refine approaches to communicate ideas to
improve communication process and outcomes
Social Intelligence
and Ethics
It refers to the ability to
use affective factors in
leadership, relationship
and diversity
management guided by
professional codes of
ethics.
The ability to:
• Demonstrate empathy and appreciation of others’ views and
issues when articulating and discussing ideas to ensure
individual views are acknowledged and addressed
Learning to Learn
It refers to the ability to
develop and improve
one’s self within and
outside of one’s area of
work.
The ability to:
• Engage in self-reflection to identify areas for improvement in
own ability to articulate and discuss ideas
• Improve own ability to articulate and discuss ideas by
subscribing to diverse learning channels and participating in
review platforms with peers and supervisors to ensure
continuous learning
Range of Application
(where applicable)
It refers to the critical
circumstances and
contexts that the skill
may be demonstrated.
N/A
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARD
SERVICE SUPERVISOR (F&B SUPERVISOR / FLOOR MANAGER / SHIFT MANAGER / HEAD WAITER)
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1.
16
Version Control
Version Date Changes Made Edited by
BM-COM-404E-1 4 August 2017 Initial Version SSG
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARD
SERVICE SUPERVISOR (F&B SUPERVISOR / FLOOR MANAGER / SHIFT MANAGER / HEAD WAITER)
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1.
17
Skill Code FSS-FBS-4003-1.1
Skill Category Food and Beverage
Service
Skill Sub-Category
(where applicable)
Skill Coordinate Food and Beverage Service
Skill Description
This skill describes the ability to implement service standards, food
and beverage hygiene and safety guidelines, staff scheduling and
supervise food and beverage service teams
Knowledge and
Analysis
It refers to gathering,
cognitive processing,
integration and
inspection of facts and
information required to
perform the work tasks
and activities.
The ability to understand:
• Service standards of the organisation
• Techniques of coaching, mentoring and giving feedback
• Methods to maintain food hygiene standards
• Maintenance of workplace hygiene and impact on foodborne illness
• Implications and definitions of contamination and cross-contamination
• Process of conducting on-the-job trainings for staff
• Considerations for handling high-risk foods
• Strategies and conditions to apply different service styles (e.g. plate, platter, family, take-away)
• Importance of menu knowledge including preparation methods and ingredients
Application and
Adaptation
It refers to the ability to
perform the work tasks
and activities required
of the occupation, and
the ability to react to
and manage the
changes at work.
The ability to:
• Implement service standards within the organisation
• Take corrective actions of guest dissatisfaction events
• Provide feedback for changes to service standards and provide inputs for ongoing changes to outlet procedures
• Schedule and complete scheduling documentations based on operational needs
• Ensure safety and hygiene of final products, and working place
• Identify signs of pest infestations and carry out follow-up actions
• Ensure outlet cleanliness and appearance is maintained
• Train, coach and mentor staff on service, safety and hygiene standards in accordance with organisational procedures and recipes, food and Workplace Safety and Health requirements
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARD
SERVICE SUPERVISOR (F&B SUPERVISOR / FLOOR MANAGER / SHIFT MANAGER / HEAD WAITER)
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1.
18
Innovation and Value
Creation
It refers to the ability to
generate purposive
ideas to improve work
performance and/or
enhance business
values that are aligned
to organisational goals.
The ability to:
• Identify areas of improvement in processes
Social Intelligence
and Ethics
It refers to the ability to
use affective factors in
leadership, relationship
and diversity
management guided by
professional codes of
ethics.
The ability to:
• Monitoring organisational compliance with food handling legislative requirements to meet quality standards
• Ensure good rapport with customers and internal stakeholders
• Develop and maintain relationships by showing trust, respect and support towards co-workers and/or supervisor in daily activities to achieve organisational objectives
• Exhibit and ensure that team members demonstrate integrity and ethical behaviour at the workplace
Learning to Learn
It refers to the ability to
develop and improve
one’s self within and
outside of one’s area of
work.
The ability to:
• Identify gaps in learning and select approach to close the learning gap and improve on quality of task assigned
• Provides feedback to co-worker and/or supervisor in a considerate and constructive manner
• Keep up to date on industry trends in the food and beverage sector
• Identify available opportunities to learn from co-worker and/or supervisor for ownself and suggest opportunities for subordinates
• Ensure that others understand and apply the brand standards
• Be a role model for subordinates to adopt the brand standards
• Develop SOPs which ensure consistency in work output
• Monitor others to ensure that consistency is maintained in their work output
Range of Application
(where applicable)
Food safety and health requirements must include:
• National Environment Agency (NEA) environmental Public Health (Food Hygiene) Regulations
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARD
SERVICE SUPERVISOR (F&B SUPERVISOR / FLOOR MANAGER / SHIFT MANAGER / HEAD WAITER)
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1.
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It refers to the critical
circumstances and
contexts that the skill
may be demonstrated.
• Workplace Safety and Health Regulations under the WSH Act 2006 and all updates and current policies
• Hazard Analysis and Critical Control Points management system (HACCP)
• Relevant food regulations under the Agri-Food and Veterinary Authority of Singapore (AVA) (e.g. Sale of Food Act)
• Liquor Control (Supply and Consumption) Act 2015
Version Control
Version Date Changes Made Edited by
FSS-FBS-4003-1.1 4 August 2017 Initial Version SSG and SPRING
Singapore
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARD
SERVICE SUPERVISOR (F&B SUPERVISOR / FLOOR MANAGER / SHIFT MANAGER / HEAD WAITER)
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1.
20
Skill Code FSS-FBS-3006-1.1
Skill Category Food and Beverage
Service
Skill Sub-Category
(where applicable) N/A
Skill Provide Quality Control for Service
Skill Description
This skill describes the ability to provide quality control for service. It
also includes supervising opening of shifts, monitoring customer
service, handling customer complaints, handling problem payments
and supervising handovers and closing of shifts.
Knowledge and
Analysis
It refers to gathering,
cognitive processing,
integration and
inspection of facts and
information required to
perform the work tasks
and activities.
The ability to understand:
• Product knowledge, including menu items, ingredients and
preparation techniques
• Quality standards and methods to maintain quality of par
stock (e.g. linens)
• Service standards in the organisation
• Strategies and conditions to apply different service styles
(plate, platter, family, take-away, etc.)
• Importance of performing table maintenance and meeting
customers’ needs throughout meal
• Common reasons for customers’ dissatisfaction and how to
handle them
• Importance of properly resolving customer complaints, to
preserve brand image
• Appropriate authorities for resolving issues and complaints
• Functions of point of sales systems
• Documentation required for opening and closing shifts
• Staff job descriptions and levels of authority
• Methods to brief, coach and mentor staff
Application and
Adaptation
It refers to the ability to
perform the work tasks
and activities required
of the occupation, and
the ability to react to
The ability to:
• Monitor customer service
• Handle customer complaints
• Handle payments and related issues
• Supervise opening and closing shifts and ensure completion
of relevant documentation
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARD
SERVICE SUPERVISOR (F&B SUPERVISOR / FLOOR MANAGER / SHIFT MANAGER / HEAD WAITER)
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1.
21
and manage the
changes at work.
• Coach and mentor staff appropriately on service, safety,
grooming and attire, in accordance with organisational
procedures and Workplace Safety and Health requirements
Innovation and Value
Creation
It refers to the ability to
generate purposive
ideas to improve work
performance and/or
enhance business
values that are aligned
to organisational goals.
The ability to:
• Identify areas of improvement in quality control processes
Social Intelligence
and Ethics
It refers to the ability to
use affective factors in
leadership, relationship
and diversity
management guided by
professional codes of
ethics.
The ability to:
• Monitor organisational compliance with food handling
legislative requirements to meet quality standards
• Ensure good rapport with customers and internal
stakeholders
• Develop and maintain relationships by showing trust, respect
and support towards co-workers and/or supervisor in daily
activities to achieve organisational objectives
• Exhibit and ensure that team members demonstrate integrity
and ethical behaviour at the workplace
Learning to Learn
It refers to the ability to
develop and improve
one’s self within and
outside of one’s area of
work.
The ability to:
• Identify gaps in learning and select approach to close the
learning gap and improve on quality of task assigned
• Provides feedback to co-worker and/or supervisor in a
considerate and constructive manner
• Keep up to date on industry trends in the food and beverage
sector
• Identify available opportunities to learn from co-worker and/or
supervisor for ownself and suggest opportunities for
subordinates
• Ensure that others understand and apply the brand standards
• Be a role model for subordinates to adopt the brand
standards
• Develop SOPs which ensure consistency in work output
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARD
SERVICE SUPERVISOR (F&B SUPERVISOR / FLOOR MANAGER / SHIFT MANAGER / HEAD WAITER)
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1.
22
• Monitor others to ensure that consistency is maintained in
their work output
Range of Application
(where applicable)
It refers to the critical
circumstances and
contexts that the skill
may be demonstrated.
Food safety and health requirements must include:
• National Environment Agency (NEA) Environmental Public
Health (Food Hygiene) Regulations
• Workplace Safety and Health Regulations under the WSH
Act
• Hazard Analysis and Critical Control Points management
system (HACCP)
• Relevant food regulations under the Agri-Food and Veterinary
Authority of Singapore (AVA) (e.g. Sale of Food Act)
Version Control
Version Date Changes Made Edited by
FSS-FBS-3006-1.1 4 August 2017 Initial Version SSG and SPRING
Singapore
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARD
SERVICE SUPERVISOR (F&B SUPERVISOR / FLOOR MANAGER / SHIFT MANAGER / HEAD WAITER)
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1.
23
Skill Code FSS-FBS-4004-1.1
Skill Category Food and Beverage
Service
Skill Sub-Category
(where applicable) Beverage
Skill Supervise Bar Service
Skill Description This skill describes the ability preparie for operations, supervise
service delivery and maintaining work areas at the bar.
Knowledge and
Analysis
It refers to gathering,
cognitive processing,
integration and
inspection of facts and
information required to
perform the work tasks
and activities.
The ability to understand:
• Types and uses of tools and equipment in a bar
• Job descriptions, levels of authority and duties required at the
end of shift, in terms of operations
• Bar product knowledge
• Bar order processing
• Staff grooming and attire, and cleanliness of bar
• Types and methods to complete documentation related to bar
services
• Appropriate storage conditions for food and beverages
• Par stock quality, quantity levels and methods of
maintainance
• Methods to secure inventory
• Coaching, mentoring and leadership skills
• Selling techniques
• Bill issuance and verification
• Cost analysis methods
• Importance of having a 'hospitality first' mindset
• Various techniques and procedures to handle incidents and
customers' complaints for different situations
Application and
Adaptation
It refers to the ability to
perform the work tasks
and activities required
of the occupation, and
the ability to react to
The ability to:
• Supervise and conduct spot checks on beverage
preparations and order delivery
• Monitor bar counters, bar inventory and requisitions
• Complete opening and ending shift duties and the
documentation required
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARD
SERVICE SUPERVISOR (F&B SUPERVISOR / FLOOR MANAGER / SHIFT MANAGER / HEAD WAITER)
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1.
24
and manage the
changes at work.
• Engage and communicate with staff
• Train, coach and mentor staff on product and service
knowledge
• Handle and resolve customers complaints, in accordance
with organisational procedures and recipes, food and
Workplace Safety and Health requirements
Innovation and Value
Creation
It refers to the ability to
generate purposive
ideas to improve work
performance and/or
enhance business
values that are aligned
to organisational goals.
The ability to:
• Identify areas of improvement in processes
Social Intelligence
and Ethics
It refers to the ability to
use affective factors in
leadership, relationship
and diversity
management guided by
professional codes of
ethics.
The ability to:
• Monitor organisational compliance with food handling
legislative requirements to meet quality standards
• Ensure good rapport with customers and internal
stakeholders
• Develop and maintain relationships by showing trust, respect
and support towards co-workers and/or supervisor in daily
activities to achieve organisational objectives
• Exhibit and ensure that team members demonstrate integrity
and ethical behaviour at the workplace
Learning to Learn
It refers to the ability to
develop and improve
one’s self within and
outside of one’s area of
work.
The ability to:
• Identify gaps in learning and select approach to close the
learning gap and improve on quality of task assigned
• Provide feedback to co-worker and/or supervisor in a
considerate and constructive manner
• Keep up to date on industry trends in the food and beverage
sector
• Identify available opportunities to learn from co-worker and/or
supervisor for ownself and suggest opportunities for
subordinates
• Ensure that others understand and apply the brand standards
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARD
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• Be a role model for subordinates to adopt the brand
standards
• Develop SOPs which ensure consistency in work output
• Monitor others to ensure that consistency is maintained in
their work output
Range of Application
(where applicable)
It refers to the critical
circumstances and
contexts that the skill
may be demonstrated.
Food safety and health requirements must include:
• National Environment Agency (NEA) Environmental Public
Health (Food Hygiene) Regulations
• Workplace Safety and Health Regulations under the WSH
Act
• Hazard Analysis and Critical Control Points management
system (HACCP)
• Relevant food regulations under the Agri-Food and Veterinary
Authority of Singapore (AVA) (e.g. Sale of Food Act)
Version Control
Version Date Changes Made Edited by
FSS-FBS-4004-1.1 4 August 2017 Initial Version SSG and SPRING
Singapore
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SERVICE SUPERVISOR (F&B SUPERVISOR / FLOOR MANAGER / SHIFT MANAGER / HEAD WAITER)
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Skill Code SVCF-IR-301C-1
Skill Category Information and
Results
Skill Sub-Category
(where applicable) N/A
Skill Manage Service Performance
Skill Description
This skill describes the ability to manage service quality and customer
satisfaction in an organisation. This includes assessing service
performance gaps, communicating and monitoring service
performance levels.
Knowledge and
Analysis
It refers to
gathering, cognitive
processing,
integration and
inspection of facts
and information
required to perform
the work tasks and
activities.
The ability to understand:
• Importance of organisation’s service standards
• Types of service performance gaps
• Methods to gather service performance data
• Methods to communicate the organisation’s service performance
to the team
• Platforms to motivate service team to uphold organisation service
standards
• Methods to motivate team to achieve service excellence
• Methods to monitor effectiveness of actions taken
Application and
Adaptation
It refers to the ability
to perform the work
tasks and activities
required of the
occupation, and the
ability to react to
and manage the
changes at work.
The ability to:
• Gather data related to the organisation’s service performance
• Analyse organisation’s service performance data with
organisation’s service standards and industry performance data
to ascertain performance gaps
• Monitor service performance levels for effectiveness of actions
taken
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SERVICE SUPERVISOR (F&B SUPERVISOR / FLOOR MANAGER / SHIFT MANAGER / HEAD WAITER)
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Innovation and
Value Creation
It refers to the ability
to generate
purposive ideas to
improve work
performance and/or
enhance business
values that are
aligned to
organisational goals.
The ability to:
• Propose suggestions to address service performance gaps
Social Intelligence
and Ethics
It refers to the ability
to use affective
factors in
leadership,
relationship and
diversity
management guided
by professional
codes of ethics.
The ability to:
• Communicate service performance levels to motivate team to
achieve service excellence
Learning to Learn
It refers to the ability
to develop and
improve one’s self
within and outside of
one’s area of work.
The ability to:
• Use past mistakes as learning opportunities to motivate team to
achieve service excellence
• Keep abreast of customer satisfaction by collecting customer
feedback to maintain levels of service excellence
Range of
Application
(where applicable)
It refers to the
critical
circumstances and
contexts that the
An organisation’s service standards may be defined as the
commitment to a level of service performance that an organisation’s
customers can expect. This includes:
• Standards for customer enquiries which set out how customers
may contact the organisation for queries, e.g. queries may be
received by email, telephone, mail or fax
• Standards for timeliness which indicate how long a customer
should wait to be served, e.g. waiting times
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SERVICE SUPERVISOR (F&B SUPERVISOR / FLOOR MANAGER / SHIFT MANAGER / HEAD WAITER)
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skill may be
demonstrated. • Standards for accuracy which stipulate that information provided
to customers should be up to date, free of errors, and complete
Methods to collect service performance data may include:
• Interviews with customers
• Observations of service environment
• Surveys and feedback forms from customers
• Data from organisation’s service performance monitoring systems
comparing service performance data with organisation service
standards
Suggestions to address service performance gaps must include:
• Details of area of improvement
• Impact of non-improvement
• Suggestions for improvement
• Considerations for suggested improvement
• Possible impact of improvement on the organisation
Methods to motivate service team to achieve service excellence may
include:
• Addressing challenges faced by the team in upholding
organisation’s service standards
• Recognising individuals who consistently meet or exceed
expectations
• Celebrating service team’s success when organisation service
standards are met or exceeded
• Inviting suggestions from team on how to close service gaps
• Coaching individuals to improve service performance
Version Control
Version Date Changes Made Edited by
SVCF-IR-301E-1 1-Sep-16 Initial Version WDA
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Skill Code FSS-INO-4003-1.1
Skill Category Innovation
Skill Sub-Category
(where applicable) N/A
Skill Manage Productivity Improvements
Skill Description
This skill describes the ability to identify opportunities for productivity
measurement and improvement at workplace. It also includes
selecting and implementing relevant techniques and tools for
productivity improvement and managing productivity at the workplace.
Knowledge and
Analysis
It refers to gathering,
cognitive processing,
integration and
inspection of facts and
information required to
perform the work tasks
and activities.
The ability to understand:
• Concept and definition of productivity
• Factors affecting productivity
• Productivity measurements and their uses in the organisation
• Barriers to productivity improvement
• Methods of describing and establishing productivity
improvements
• Methods of overcoming barriers to productivity improvement
• Components and methods to collect and analyse productivity
performance data
• Methods of implementing tools and techniques for
productivity improvement
• Advantages and disadvantages of different tools and
techniques for productivity improvement
• Roles of management in improving productivity
Application and
Adaptation
It refers to the ability to
perform the work tasks
and activities required
of the occupation, and
the ability to react to
and manage the
changes at work.
The ability to:
• Define the concept of productivity in the organisation’s
context
• Identify opportunities to improve and measure productivity
• Develop business cases and proposals for new opportunities
• Identify barriers to productivity and ways to overcome them
• Establish systems to measure productivity
• Recognise impact of qualitative factors on productivity
measurement
• Evaluate tools and techniques for productivity improvement
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SERVICE SUPERVISOR (F&B SUPERVISOR / FLOOR MANAGER / SHIFT MANAGER / HEAD WAITER)
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1.
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• Implement productivity improvement processes and cost
reduction strategies
• Monitor and analyse productivity performance data using
analysis tools
• Report and recommend productivity improvements for
endorsement in accordance with organisational procedures
and recipes, food and Workplace Safety and Health
requirements
Innovation and Value
Creation
It refers to the ability to
generate purposive
ideas to improve work
performance and/or
enhance business
values that are aligned
to organisational goals.
The ability to:
• Analyse potential key areas (technical and/or business
related) for process improvement and/or value creation to the
organisation and suggest ways to adapt existing techniques
drawing from personal experiences and feedback
• Generate ideas to create new products
Social Intelligence
and Ethics
It refers to the ability to
use affective factors in
leadership, relationship
and diversity
management guided by
professional codes of
ethics.
The ability to:
• Aligning organisational compliance procedures and policies
with food handling legislative requirements to meet quality
standards
• Generate ideas to build and develop relationships with new
and/or existing customers and internal and external
stakeholders
• Act as a role model and inspire team by showing trust,
respect and support towards co-workers and/or supervisor in
daily activities to achieve organisational objectives
• Deal with ethical and/or professional issues and make
judgement in accordance to organisation's current practice
and/or guidelines
Learning to Learn
It refers to the ability to
develop and improve
one’s self within and
outside of one’s area of
work.
The ability to:
• Apply cognitive skills and/ or past experience to generate
technical or business solutions in unfamiliar areas
• Coach others to overcome constraints at work
• Constantly update learning in relevant work area to adapt to
changing environment
• Attempt to apply learnings from other areas of work
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARD
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• Be a brand ambassador and “live” the brand
• Provide recommendations on changes to brand standards to
align with the evolving needs of the business and external
environment
• Ensure that there are standard procedures in place and
consistency in work output is maintained
Range of Application
(where applicable)
It refers to the critical
circumstances and
contexts that the skill
may be demonstrated.
Food safety and health requirements must include:
• National Environment Agency (NEA) Environmental Public
Health (Food Hygiene) Regulations
• Workplace Safety and Health Regulations under the WSH
Act
• Hazard Analysis and Critical Control Points management
system (HACCP)
• Relevant food regulations under the Agri-Food and Veterinary
Authority of Singapore (AVA) (e.g. Sale of Food Act)
Version Control
Version Date Changes Made Edited by
FSS-INO-4003-1.1 4 August 2017 Initial Version SSG and SPRING
Singapore
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARD
SERVICE SUPERVISOR (F&B SUPERVISOR / FLOOR MANAGER / SHIFT MANAGER / HEAD WAITER)
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1.
32
Skill Code SVCF-LS-301C-1
Skill Category Leadership
Skill Sub-Category
(where applicable) N/A
Skill Role Model the Service Vision
Skill Description
This skill describes the ability to demonstrate the characteristics of a
role model and promoting a customer-centric culture within the team to
achieve service excellence. It also includes encouraging a team in
service delivery and monitoring the performance of the team and
oneself.
Knowledge and
Analysis
It refers to gathering,
cognitive processing,
integration and
inspection of facts
and information
required to perform
the work tasks and
activities.
The ability to understand:
• Characteristics of a role model
• Organisation’s vision, mission and values
• Methods to demonstrate the organisation’s vision, mission and
values
• Methods to encourage team to deliver service
• Methods to promote a customer centric culture
• Methods to monitor performance of self and team
Application and
Adaptation
It refers to the ability
to perform the work
tasks and activities
required of the
occupation, and the
ability to react to and
manage the changes
at work.
The ability to:
• Demonstrate the characteristics of a role model that reflect the
organisation's vision, mission and values
• Promote a customer-centric culture within the service environment
to achieve service excellence
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Innovation and
Value Creation
It refers to the ability
to generate purposive
ideas to improve work
performance and/or
enhance business
values that are
aligned to
organisational goals.
N/A
Social Intelligence
and Ethics
It refers to the ability
to use affective
factors in leadership,
relationship and
diversity management
guided by
professional codes of
ethics.
The ability to:
• Encourage team to deliver service in accordance with organisation
guidelines
Learning to Learn
It refers to the ability
to develop and
improve one’s self
within and outside of
one’s area of work.
The ability to:
• Monitor performance of self and team to ensure consistency with
the organisation’s guidelines through customer feedback
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SERVICE SUPERVISOR (F&B SUPERVISOR / FLOOR MANAGER / SHIFT MANAGER / HEAD WAITER)
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Range of
Application
(where applicable)
It refers to the critical
circumstances and
contexts that the skill
may be
demonstrated.
A role model sets an example for others by walking the talk and acting
in ways that are consistent with organisational vision, goals and
objectives. This must include:
• Performing tasks at all levels of the team structure
• Employing effective communication techniques
• Displaying the qualities and characteristics of a service
professional
A customer-centric culture is one where there is strong desire for
teams to provide value-added, positive consumer experience that
leads to sustained competitive advantage in both the short-term and
long-term for organisational success.
Version Control
Version Date Changes Made Edited by
SVCF-LS-301C-1 1 September 2016 Initial Version WDA
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SERVICE SUPERVISOR (F&B SUPERVISOR / FLOOR MANAGER / SHIFT MANAGER / HEAD WAITER)
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Skill Code SVCF-PP-301C-1
Skill Category
People and
Relationship
Management
Skill Sub-Category
(where applicable) N/A
Skill Coach for Service Performance
Skill Description
This skill describes the ability to coach individuals for service
performance. It also includes using coaching techniques to close
service gaps and monitoring the progress of individuals for
improvements in service performance.
Knowledge and
Analysis
It refers to gathering,
cognitive processing,
integration and
inspection of facts
and information
required to perform
the work tasks and
activities.
The ability to understand:
• Characteristics and roles of a coach in coaching for service
performance
• Components of a coaching plan
• Methods to identify areas of improvement
• Techniques for coaching
• Barriers to learning
• Techniques for monitoring individuals for improvements in service
performance
• Methods to provide feedback to individuals on service
performance
Application and
Adaptation
It refers to the ability
to perform the work
tasks and activities
required of the
occupation, and the
ability to react to and
manage the changes
at work.
The ability to:
• Review feedback on individuals’ work performance to identify root
causes of performance gaps
• Prepare coaching plan for individuals taking into account barriers
to learning
• Use coaching techniques to address service performance issues
• Monitor progress of individuals for improvements in service
performance through customer feedback
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARD
SERVICE SUPERVISOR (F&B SUPERVISOR / FLOOR MANAGER / SHIFT MANAGER / HEAD WAITER)
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1.
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Innovation and
Value Creation
It refers to the ability
to generate purposive
ideas to improve work
performance and/or
enhance business
values that are
aligned to
organisational goals.
N/A
Social Intelligence
and Ethics
It refers to the ability
to use affective
factors in leadership,
relationship and
diversity management
guided by
professional codes of
ethics.
N/A
Learning to Learn
It refers to the ability
to develop and
improve one’s self
within and outside of
one’s area of work.
The ability to:
• Reflect on own coaching style to review the suitability and
effectiveness in coaching individuals
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Range of
Application
(where applicable)
It refers to the critical
circumstances and
contexts that the skill
may be
demonstrated.
A coaching plan is used to guide and manage coaching delivery to
ensure that coaching objectives are met. The coaching plan must
outline:
• Objectives of coaching, which should include areas for
development for the individuals
• Roles and responsibilities of the coach and the individuals
• Areas of development for the individual
• Coaching techniques and styles
• Key milestones
• Methods to monitor progress
• Providing feedback
Version Control
Version Date Changes Made Edited by
SVCF-PP-301C-1 1 September 2016 Initial Version WDA
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SERVICE SUPERVISOR (F&B SUPERVISOR / FLOOR MANAGER / SHIFT MANAGER / HEAD WAITER)
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Skill Code ES-IP-402G-1
Skill Category
People and
Relationship
Management
Skill Sub-Category
(where applicable) N/A
Skill Develop a Work Team
Skill Description
This skill describes the ability to establish teams and allocate
resources in achieving organisational goals. It also includes cultivating
open communication for teamwork and evaluating the progress of the
team.
Knowledge and
Analysis
It refers to gathering,
cognitive processing,
integration and
inspection of facts
and information
required to perform
the work tasks and
activities.
The ability to understand:
• Critical factors in building a high performance team
• Characteristics and impact of team synergy on team performance
• Techniques for team building and development
• Coaching process aligned to organisational vision and business
goals
• Platforms and tools to create opportunities for team members to
contribute ideas and skills
• Components of systems to recognise contributions of team
members
• Implications of diversity issues on coaching
• Components of systems for development of staff
• Motivational theories related to rewards and recognition for staff
• Ways to determine trends in team performance
Application and
Adaptation
It refers to the ability
to perform the work
tasks and activities
required of the
occupation, and the
ability to react to and
manage the changes
at work.
The ability to:
• Analyse the types of teams required and their value in achieving
organisational goals
• Identify and elect work team members and align roles,
responsibilities, objectives and expectations of the work team to
organisational goals
• Delegate tasks and allocate resources to facilitate work team
towards the achievement of goals and objectives, taking into
consideration diversity issues
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SERVICE SUPERVISOR (F&B SUPERVISOR / FLOOR MANAGER / SHIFT MANAGER / HEAD WAITER)
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• Evaluate impact of task and role delegation among team
members on team synergy and make adjustments where
necessary in accordance to criteria set
• Encourage teamwork and foster commitment and sense of
ownership among team members based on team building and
development techniques • Assess the barriers to group interaction and communication and
establish infrastructure to facilitate knowledge management and
work team coaching which is aligned to organisational vision and
business goals
Innovation and
Value Creation
It refers to the ability
to generate purposive
ideas to improve work
performance and/or
enhance business
values that are
aligned to
organisational goals.
The ability to:
• Monitor and evaluate team progress and performance in
achievement of goals and objectives
Social Intelligence
and Ethics
It refers to the ability
to use affective
factors in leadership,
relationship and
diversity management
guided by
professional codes of
ethics.
The ability to:
• Communicate the roles, responsibilities, objectives and
expectations to the work team and empower team members to
accomplish them
• Communicate feedback to team using the most suitable means
and data and provide recommendations to improve performance
• Recognise and reward team work and performance taking into
consideration implications of diversity issues
Learning to Learn
It refers to the ability
to develop and
improve one’s self
within and outside of
one’s area of work.
The ability to:
• Seek feedback from peers and supervisors to improve own future
performance
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Range of
Application
(where applicable)
It refers to the critical
circumstances and
contexts that the skill
may be
demonstrated.
N/A
Version Control
Version Date Changes Made Edited by
ES-IP-402G-1 1 September 2016 Initial Version WDA
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Skill Code ES-IP-401G-1
Skill Category
People and
Relationship
Management
Skill Sub-Category
(where applicable) N/A
Skill Lead Workplace Communication and Engagement
Skill Description
This skill describes the ability to lead workplace communication
through the implementation of communication strategies and
mechanisms. It also includes using negotiation strategies to achieve
organisational goals and win-win outcomes.
Knowledge and
Analysis
It refers to gathering,
cognitive processing,
integration and
inspection of facts
and information
required to perform
the work tasks and
activities.
The ability to understand:
• Communication strategies, tools and methods associated with the
various communication mechanisms to meet organisational goals
and objectives and their features
• Types and dimensions of organisational culture and their
characteristics
• Dimensions of conflict or dispute
• Desired goals to be achieved as a outcome of negotiation
• Motivations, priorities, interests and inclinations of stakeholders
involved in a negotiation
• Importance of considering cultural factors and various diversity
issues that affect the communication in a negotiation process
• Factors affecting the prioritising of goals and evaluation of
possible trade-offs
• Steps to develop relevant details and supporting arguments for
negotiation
• Negotiation styles and tactics for countering other party’s style
and their characteristics
• Sources of power, conflict and obstacles to a successful
negotiation and their implications in a negotiation
Application and
Adaptation The ability to:
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It refers to the ability
to perform the work
tasks and activities
required of the
occupation, and the
ability to react to and
manage the changes
at work.
• Conduct research on best practices in workplace communication,
evaluate their suitability for adoption and establish benchmarks for
the organisation
• Develop communications plan to implement communication
strategies and mechanisms to meet organisational goals and
objectives
• Evaluate employees’ level of acceptance of organisation’s vision,
mission and core values and take corrective actions where
needed
• Evaluate effectiveness of communication strategies and
mechanisms and implementation plan according to criteria set
• Establish the actual causes of conflict or dispute and plan for
negotiation taking into account organisational goals and
objectives
• Assess negotiation situation and develop negotiation strategies
taking into consideration diversity issues
• Evaluate negotiation process and delegate appropriate follow-up
actions in a timely manner based on accurate and objective
analytical techniques
Innovation and
Value Creation The ability to:
• Evaluate gaps and barriers in workplace communication based on
determined benchmarks and establish communication strategies
and mechanisms that meet organisational goals and objectives
It refers to the ability
to generate purposive
ideas to improve work
performance and/or
enhance business
values that are
aligned to
organisational goals.
Social Intelligence
and Ethics The ability to:
• Use communication strategies to influence organisational culture
and motivate employees to commit to the organisation’s vision,
mission and core values
• Conduct negotiation to achieve organisational goals and win-win
outcomes by applying negotiation strategies and effective
communication skills
It refers to the ability
to use affective
factors in leadership,
relationship and
diversity management
guided by
professional codes of
ethics.
Learning to Learn
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It refers to the ability
to develop and
improve one’s self
within and outside of
one’s area of work.
The ability to:
• Reflect on gaps in own communication and negotiation style to
make adjustments for future interactions
Range of
Application N/A
(where applicable)
It refers to the critical
circumstances and
contexts that the skill
may be
demonstrated.
Version Control
Version Date Changes Made Edited by
ES-IP-401G-1 1 September 2016 Initial Version WDA
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Skill Code SVCF-PP-302C-1
Skill Category
People and
Relationship
Management
Skill Sub-Category
(where applicable) N/A
Skill Manage a Diverse Service Environment
Skill Description
This skill describes the ability to manage a diverse service
environment. It also includes promoting inclusiveness, building team
cohesion and managing diversity challenges and opportunities that
may have implications on service delivery.
Knowledge and
Analysis
It refers to gathering,
cognitive processing,
integration and
inspection of facts
and information
required to perform
the work tasks and
activities.
The ability to understand:
• Types of diversity markers and their implications at work
• Strategies to build team cohesion to achieve organisational
service excellence
• Methods to assess diversity challenges and opportunities
• Methods to manage diversity challenges and opportunities in the
service environment
Application and
Adaptation
It refers to the ability
to perform the work
tasks and activities
required of the
occupation, and the
ability to react to and
manage the changes
at work.
The ability to:
• Incorporate team building activities into work schedules to build
an inclusive work environment
• Build team cohesion to achieve organisational service excellence
• Manage diversity challenges and opportunities that have
implications on service delivery
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Innovation and
Value Creation
It refers to the ability
to generate purposive
ideas to improve work
performance and/or
enhance business
values that are
aligned to
organisational goals.
The ability to:
• Translate diversity challenges into opportunities to foster team
cohesion and enhance service delivery
Social Intelligence
and Ethics
It refers to the ability
to use affective
factors in leadership,
relationship and
diversity management
guided by
professional codes of
ethics.
The ability to:
• Conduct sharing sessions to build awareness of diversity among
team members
Learning to Learn The ability to:
• Enhance one’s handling of team diversity by keeping abreast of
team diversity issues through feedback channels and by
observing employee interactions
It refers to the ability
to develop and
improve one’s self
within and outside of
one’s area of work.
Range of
Application Inclusiveness may be defined as showing respect for people from
diverse backgrounds. An inclusive environment is one that creates a
sense of belonging and encourages and supports its members with
positive and specific feedback.
Diversity in the workplace refers to the presence of people from a wide
range of backgrounds and possessing different traits.
Strategies to build team cohesion to achieve organisational service
excellence must include:
(where applicable)
It refers to the critical
circumstances and
contexts that the skill
may be
demonstrated.
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• Assigning roles, duties and responsibilities among team members
to achieve common goals and objectives
• Specifying the importance of working towards common goals
• Ensuring understanding of organisation’s vision, mission and
values among team members
• Building relationships with team members
• Building and maintaining trust, respect and rapport with team,
which must include:
o Supporting mutual concern and camaraderie
o Affirming respect for individual behaviours and differences
o Facilitating team building activities to develop a strong team
identity
o Arranging for job rotation for team members to better
appreciate others
work process
o Encouraging mutual acceptance among team members
• Fostering a culture of transparency in the organisation to
encourage openness to share among team members
Version Control
Version Date Changes Made Edited by
SVCF-PP-302C-1 1 September 2016 Initial Version WDA
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Skill Code FSS-PPM-4001-1.1
Skill Category
People and
Relationship
Management
Skill Sub-Category
(where applicable)
Skill Supervise, Motivate and Empower Staff
Skill Description
This skill describes the ability to supervise, motivate and empower
staff. It also includes planning staff rosters and addressing job
performance concerns, in accordance with organisational
procedures.
Knowledge and
Analysis
It refers to gathering,
cognitive processing,
integration and
inspection of facts and
information required to
perform the work tasks
and activities.
The ability to understand:
• Organisational policies and procedures for planning staff
rosters
• Processes for developing staff rosters
• Factors to consider in assigning tasks to staff
• Effective listening and communication skills
• Methods to motivate and empower staff
• Means to empower team members to achieve organisational
goals
• Methods of conducting on-the-job supervision to enhance
work performance
• Techniques for providing positive and negative feedback to
staff
• Processes for resolving employee conflicts
Application and
Adaptation
It refers to the ability to
perform the work tasks
and activities required
of the occupation, and
the ability to react to
and manage the
changes at work.
The ability to:
• Comply with legal, industry and organisational requirements
in roster planning
• Review and make amendments or adjustments to duty
rosters, in response to contingencies
• Communicate roster details, including tasks and
expectations, to staff
• Apply effective leadership skills, including being a role model
to motivate staff
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• Employ means to effectively enhance co-worker relationships
to achieve organisational goals
• Apply effective empowerment for organisational effectiveness
• Conduct on-the-job supervision to ensure organisational
goals are achieved
• Address staff performance concerns based on assigned
tasks
• Resolve conflicts between staff, in accordance with
organisational policy
Innovation and Value
Creation
It refers to the ability to
generate purposive
ideas to improve work
performance and/or
enhance business
values that are aligned
to organisational goals.
The ability to:
• Provide positive and negative feedback to improve staff job
performance
Social Intelligence
and Ethics
It refers to the ability to
use affective factors in
leadership, relationship
and diversity
management guided by
professional codes of
ethics.
The ability to:
• Empathise, listen and read staff proactively to address job
performance concerns when motivating staff
Learning to Learn
It refers to the ability to
develop and improve
one’s self within and
outside of one’s area of
work.
The ability to:
• Self-reflect and review own effectiveness in supervising,
motivating and empowering staff
• Update own learning in ways to supervising, motivating and
empowering staff
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Range of Application
(where applicable)
It refers to the critical
circumstances and
contexts that the skill
may be demonstrated.
N/A
Version Control
Version Date Changes Made Edited by
FSS-PPM-4001-1.1 4 August 2017 Initial Version SSG and SPRING
Singapore
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Skill Code FSS-PDV-5001-1.1
Skill Category People Development
Skill Sub-Category
(where applicable) N/A
Skill Conduct Orientation and Training
Skill Description This skill describes the ability to conduct orientations, plan training
sessions, conduct and evaluate trainings.
Knowledge and
Analysis
It refers to gathering,
cognitive processing,
integration and
inspection of facts and
information required to
perform the work tasks
and activities.
The ability to understand:
• Purpose of orientation and training sessions
• Orientation and training checklists
• Impact of successful orientation and/or training on business
operations
• Techniques and importance of gathering feedback from
participants
• Concept of adult learning principles and individual learning
styles
• Techniques for delivering training material
• Importance of using demonstrations to enhance learning
• Purpose and importance of performance evaluations
• Different forms of evaluation
Application and
Adaptation
It refers to the ability to
perform the work tasks
and activities required
of the occupation, and
the ability to react to
and manage the
changes at work.
The ability to:
• Create orientation and training plans, after determining needs
and objectives
• Conduct orientation and on-the-job trainings and create
positive learning environments
• Adapt orientation and/or training to meet learning styles
• Seek feedback from participants
• Assess the impact of training towards change in actual
performance
• Adjust training and orientation plans in accordance with
organisational procedures and recipes, food and Workplace
Safety and Health requirements
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Innovation and Value
Creation
It refers to the ability to
generate purposive
ideas to improve work
performance and/or
enhance business
values that are aligned
to organisational goals.
The ability to:
• Identify areas of improvement in processes
Social Intelligence
and Ethics
It refers to the ability to
use affective factors in
leadership, relationship
and diversity
management guided by
professional codes of
ethics.
The ability to:
• Monitor organisational compliance with food handling
legislative requirements to meet quality standards
• Establish good rapport with customers and internal
stakeholders
• Develop and maintain relationships by showing trust, respect
and support towards co-workers and/or supervisors in daily
activities to achieve organisational objectives
• Exhibit integrity and ethical behaviour at the workplace
Learning to Learn
It refers to the ability to
develop and improve
one’s self within and
outside of one’s area of
work.
The ability to:
• Identify gaps in learning and select approaches to close the
learning gaps and improve on quality of tasks assigned
• Provide feedback to co-workers and/or supervisors in a
considerate and constructive manner
• Keep up-to-date on industry trends in the food and beverage
sector
• Identify available opportunities to learn from co-workers
and/or supervisors for self
• Ensure that others understand and apply the brand standards
• Be a role model for subordinates to adopt the brand
standards
• Develop SOPs which ensure consistency in work output
• Monitor others to ensure that consistency is maintained in
their work output
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Range of Application
(where applicable)
It refers to the critical
circumstances and
contexts that the skill
may be demonstrated.
Food safety and health requirements must include:
• National Environment Agency (NEA) Environmental Public
Health (Food Hygiene) Regulations
• Workplace Safety and Health Regulations under the WSH
Act
• Hazard Analysis and Critical Control Points management
system (HACCP)
• Relevant food regulations under the Agri-Food and Veterinary
Authority of Singapore (AVA) (e.g. Sale of Food Act)
Version Control
Version Date Changes Made Edited by
FSS-PDV-5001-1.1 4 August 2017 Initial Version SSG and SPRING
Singapore
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARD
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Skill Code LPM-PER-301C-0
Skill Category Personal Management and Development
Skill Sub-Category (where applicable)
N/A
Skill Develop Self to Maintain Professional Competence at Supervisory Level
Skill Description
This skill describes the ability to communicate effectively in a team
and lead team decision making. It also includes developing and
maintaining one’s professional competence.
Knowledge and
Analysis
It refers to gathering,
cognitive processing,
integration and
inspection of facts and
information required to
perform the work tasks
and activities.
The ability to understand:
• Legal and ethical considerations relating to team
communication, development of professional competence,
and decision making within the team
• Organisational policies and procedures relating to
communication at all levels within the organisation, and
development of professional competence
• Implications and impact of decision making processes on
employees and the organisation
• Types of communication style practiced at the workplace
• Statistical analysis skills to support decision making
processes
Application and
Adaptation
It refers to the ability to
perform the work tasks
and activities required of
the occupation, and the
ability to react to and
manage the changes at
work.
The ability to:
• Seek comments and feedback to ensure message is received
and understood
• Gather necessary information for decision making and
explain process to team members to facilitate decision
making process
• Work with team to develop, assess and select most
appropriate decision to meet team and organisation
objectives based on success rate and risk factor
considerations
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Innovation and Value
Creation
It refers to the ability to
generate purposive
ideas to improve work
performance and/or
enhance business
values that are aligned
to organisational goals.
The ability to:
• Address barriers to communication to improve team
collaboration and effectiveness
Social Intelligence and
Ethics
It refers to the ability to
use affective factors in
leadership, relationship
and diversity
management guided by
professional codes of
ethics.
The ability to:
• Use appropriate communication style and verbal and non-
verbal cues to communicate ideas and concepts in the
workplace
• Recognise own emotional states, their causes and effects on
one's communication with others to maintain positive
interpersonal relationships
Learning to Learn
It refers to the ability to
develop and improve
one’s self within and
outside of one’s area of
work.
The ability to:
• Review performance to identify strengths and limitations of
one’s professional competence and seek opportunities to
address gaps in relation to one’s work role
• Maintain communication and engagement with team
members and supervisor to identify new and emerging areas
of professional practice
Range of Application
(where applicable)
It refers to the critical
circumstances and
contexts that the skill
may be demonstrated.
N/A
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Version Control
Version Date Changes Made Edited by
LPM-PER-301C-0 1 September 2016 Initial Version WDA
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Skill Code FSS-PN1-4001-1.1
Skill Category Planning and
Implementation
Skill Sub-Category
(where applicable) N/A
Skill Maintain Inventories
Skill Description
This skill describes the ability to maintain inventories. It also includes
maintaining minimum stock and product levels, maintaining storage
areas and taking inventory.
Knowledge and
Analysis
It refers to gathering,
cognitive processing,
integration and
inspection of facts and
information required to
perform the work tasks
and activities.
The ability to understand:
• Concept, definition, and importance of minimum stock levels
• Methods to perform receiving, stocktaking and inventory
count systematically
• Importance and methods of securing and maintaining storage
areas and access control
• Methods to handle unusable inventory
Application and
Adaptation
It refers to the ability to
perform the work tasks
and activities required
of the occupation, and
the ability to react to
and manage the
changes at work.
The ability to:
• Maintain minimum stock levels and replenish stock to
appropriate levels
• Execute stock counts
• Receive and store stocks according to guidelines
• Monitor and maintain condition and operation of storage area
• Impact of inventory levels on cost (i.e. just in time delivery)
Innovation and Value
Creation
It refers to the ability to
generate purposive
ideas to improve work
performance and/or
enhance business
The ability to:
• Identify areas of improvement in processes
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARD
SERVICE SUPERVISOR (F&B SUPERVISOR / FLOOR MANAGER / SHIFT MANAGER / HEAD WAITER)
Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1.
57
values that are aligned
to organisational goals.
Social Intelligence
and Ethics
It refers to the ability to
use affective factors in
leadership, relationship
and diversity
management guided by
professional codes of
ethics.
The ability to:
• Monitoring organisational compliance with food handling
legislative requirements to meet quality standards
• Ensure good rapport with customers and internal
stakeholders
• Develop and maintain relationships by showing trust, respect
and support towards co-workers and/or supervisor in daily
activities to achieve organisational objectives
• Exhibit and ensure that team members demonstrate integrity
and ethical behaviour at the workplace
Learning to Learn
It refers to the ability to
develop and improve
one’s self within and
outside of one’s area of
work.
The ability to:
• Identify gaps in learning and select approach to close the
learning gap and improve on quality of task assigned
• Provides feedback to co-worker and/or supervisor in a
considerate and constructive manner
• Keep up to date on industry trends in the food and beverage
sector
• Identify available opportunities to learn from co-worker and/or
supervisor for ownself and suggest opportunities for
subordinates
• Ensure that others understand and apply the brand standards
• Be a role model for subordinates to adopt the brand
standards
• Develop SOPs which ensure consistency in work output
• Monitor others to ensure that consistency is maintained in
their work output
Range of Application
(where applicable)
It refers to the critical
circumstances and
contexts that the skill
may be demonstrated.
N/A
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Version Control
Version Date Changes Made Edited by
FSS-PN1-4001-1.1 4 August 2017 Initial Version SSG and SPRING
Singapore
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Skill Code SVCF-PL-301C-1
Skill Category Planning and
Implementation
Skill Sub-Category
(where applicable) N/A
Skill Manage Operations for Service Excellence
Skill Description
This skill describes the ability to manage resources, along with the use of
organisational guidelines to manage service operations. It also includes
implementing service operations to achieve service excellence, resolving
performance issues and monitoring feedback from customers.
Knowledge and
Analysis
It refers to gathering,
cognitive processing,
integration and
inspection of facts
and information
required to perform
the work tasks and
activities.
The ability to understand:
• Types of resources required by the organisation for service
operations
• Organisation’s guidelines to support service operations
• Methods to implement guidelines for service operations
• Types of performance issues related to service operations
• Process of resolving performance issues
• Sources of feedback on service operations
• Process of monitoring feedback on service operations
Application and
Adaptation
It refers to the ability
to perform the work
tasks and activities
required of the
occupation, and the
ability to react to and
manage the changes
at work.
The ability to:
• Identify resource requirements required at various points of the
organisation’s service value chain
• Ensure adequacy of resources for implementation of service
operations plan
• Re-deploy resources to cater to high volume traffic
• Review service performance issues to determine root causes and
likely impact on customer
• Implement solutions to resolve performance issues
• Monitor feedback from customers and team on service operations
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Innovation and
Value Creation
It refers to the ability
to generate purposive
ideas to improve work
performance and/or
enhance business
values that are
aligned to
organisational goals.
The ability to:
• Review resource requirements to optimise resource allocation
• Evaluate solutions to resolve performance issues
Social Intelligence
and Ethics
It refers to the ability
to use affective
factors in leadership,
relationship and
diversity management
guided by
professional codes of
ethics.
The ability to:
• Brief service team on their role in implementation of service
operations plan
Learning to Learn
It refers to the ability
to develop and
improve one’s self
within and outside of
one’s area of work.
The ability to:
• Keep abreast of trends in resource allocation to ascertain viability of
new methods to the organisation
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Range of
Application
(where applicable)
It refers to the critical
circumstances and
contexts that the skill
may be
demonstrated.
An organisation’s service value chain is made up of multiple stakeholders
at different levels, all of whom have a part to play within the organisation
in upholding the organisation’s service standards.
Sources of a service value chain must include:
• Service blueprint
• Customer journey map
A service operations plan is an organisational roadmap that charts out
the key organisational functions and resources which are required in
order to meet, or exceed, customer expectations. It must include:
• Preparation for service operations
• Execution of service operations to customer
• Organisation guidelines to support service operations
• On-going monitoring for adherence to organisation’s service
standards
Version Control
Version Date Changes Made Edited by
SVCF-PL-301C-1 1 September 2016 Initial Version WDA
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Skill Code FSS-QUA-5005-1.1
Skill Category Quality
Skill Sub-Category
(where applicable)
Quality Management
System
Skill Manage Quality Systems and Processes
Skill Description
This skill describes the ability to manage customer expectations,
monitor costs of quality and assuring work processes are performing
in an acceptable manner using statistical techniques.
Knowledge and
Analysis
It refers to gathering,
cognitive processing,
integration and
inspection of facts and
information required to
perform the work tasks
and activities.
The ability to understand:
• National and international quality standards
• Workplace quality system requirements
• Scopes of quality systems and processes
• Customer expectations
• Dimensions of quality
• Costs of quality
• Communication means
• Use of statistical process control tools for measuring and
tracking quality performance
• Quality issues resolution processes
Application and
Adaptation
It refers to the ability to
perform the work tasks
and activities required
of the occupation, and
the ability to react to
and manage the
changes at work.
The ability to:
• Determine workplace quality system requirements based on
the adopted national and/or international quality standards
• Gather customer expectations data on quality aspects of
products and services
• Perform statistical evaluation of work processes related to
products’ and services’ quality performance
• Disseminate statistical evaluation outcomes to relevant
stakeholders within the organisation for decision-making
• Plan quality cost savings and/or improvement activities to
manage costs of quality at the workplace
• Track the quality performance of the products and services in
accordance with organisational quality system requirements
• Resolve issues associated with non-conformity to quality
standards
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• Prepare reports on quality performance of the products and
services to fulfil the quality system requirements
Innovation and Value
Creation
It refers to the ability to
generate purposive
ideas to improve work
performance and/or
enhance business
values that are aligned
to organisational goals.
The ability to:
• Conduct costs of quality analysis related to the products and
services and identify areas for improvement in accordance
with organisational quality system requirements
Social Intelligence
and Ethics
It refers to the ability to
use affective factors in
leadership, relationship
and diversity
management guided by
professional codes of
ethics.
The ability to:
• Communicate customers’ expectations on quality aspects of
products and services to relevant stakeholders within the
organisation, in accordance with organisational procedures
• Lead and manage co-workers and staff to achieve the
desired results on costs of quality at the workplace
Learning to Learn
It refers to the ability to
develop and improve
one’s self within and
outside of one’s area of
work.
N/A
Range of Application
(where applicable)
It refers to the critical
circumstances and
contexts that the skill
may be demonstrated.
N/A
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Version Control
Version Date Changes Made Edited by
FSS-QUA-5005-1.1 4 August 2017 Initial Version SSG and SPRING
Singapore
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Skill Code FSS-SNM-4001-1.1
Skill Category Sales and Marketing
Skill Sub-Category
(where applicable) N/A
Skill Maintain Displays
Skill Description This skill describes the ability to maintain displays. It also includes
planning, setting up and maintaining displays.
Knowledge and
Analysis
It refers to gathering,
cognitive processing,
integration and
inspection of facts and
information required to
perform the work tasks
and activities.
The ability to understand:
• Consideration factors in planning displays
• Maintenance guidelines for displays, including security,
safety, housekeeping and hygiene
• Types of display units
• Various resources from suppliers
• Principles of visual display and merchandise presentation
• Methods and tools to clean the display
• Common information on the display units
• Customers' reactions to displays
• Procedures of dismantling of displays
Application and
Adaptation
It refers to the ability to
perform the work tasks
and activities required
of the occupation, and
the ability to react to
and manage the
changes at work.
The ability to:
• Review display plans
• Source for required resources for displays
• Prepare and set up displays items, units and equipment
• Check visual appeal of displays regularly
• Maintain cleanliness and visual appeal of displays
• Dismantle displays appropriately in accordance with
organisational procedures.
Innovation and Value
Creation
It refers to the ability to
generate purposive
ideas to improve work
The ability to:
• Identify areas of improvement in processes
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARD
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performance and/or
enhance business
values that are aligned
to organisational goals.
Social Intelligence
and Ethics
It refers to the ability to
use affective factors in
leadership, relationship
and diversity
management guided by
professional codes of
ethics.
The ability to:
• Monitoring organisational compliance with food handling
legislative requirements to meet quality standards
• Ensure good rapport with customers and internal
stakeholders
• Develop and maintain relationships by showing trust, respect
and support towards co-workers and/or supervisor in daily
activities to achieve organisational objectives
• Exhibit and ensure that team members demonstrate integrity
and ethical behaviour at the workplace
Learning to Learn
It refers to the ability to
develop and improve
one’s self within and
outside of one’s area of
work.
The ability to:
• Identify gaps in learning and select approach to close the
learning gap and improve on quality of task assigned
• Provides feedback to co-worker and/or supervisor in a
considerate and constructive manner
• Keep up to date on industry trends in the food and beverage
sector
• Identify available opportunities to learn from co-worker and/or
supervisor for ownself and suggest opportunities for
subordinates
• Ensure that others understand and apply the brand standards
• Be a role model for subordinates to adopt the brand
standards
• Develop SOPs which ensure consistency in work output
• Monitor others to ensure that consistency is maintained in
their work output
Range of Application
(where applicable)
It refers to the critical
circumstances and
Food safety and health requirements must include:
• National Environment Agency (NEA) environmental Public
Health (Food Hygiene) Regulations
• Workplace Safety and Health Regulations under the WSH
Act
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARD
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contexts that the skill
may be demonstrated.
• Hazard Analysis and Critical Control Points management
system (HACCP)
• Relevant food regulations under the Agri-Food and Veterinary
Authority of Singapore (AVA) (e.g. Sale of Food Act)
Version Control
Version Date Changes Made Edited by
FSS-SNM-4001-1.1 4 August 2017 Initial Version SSG and SPRING
Singapore
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARD
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Skill Code FSS-SEM-4002-1.1
Skill Category
Site/Outlet and
Equipment
Management
Skill Sub-Category
(where applicable) N/A
Skill Implement Site/Outlet and Equipment Maintenance Plans
Skill Description
This skill describes the ability to implement site and/or outlet and
equipment maintenance plans. It also includes determining site and/or
outlet maintenance requirements, scheduling and monitoring
maintenance activities, monitoring use and maintenance of equipment
and implementing environmental programmes.
Knowledge and
Analysis
It refers to gathering,
cognitive processing,
integration and
inspection of facts and
information required to
perform the work tasks
and activities.
The ability to understand:
• Site and/or outlet maintenance plans and their importance to
performing maintenance work
• Equipment usage and maintenance requirements according
to manufacturers' instructions
• Resources needed to carry out maintenance tasks
• Common sources of information about maintenance needs
and schedules
• Importance of ensuring maintenance activities follow
manufacturers' guidelines, timelines and specifications
• Training requirements for maintenance staff and equipment
operators
• Importance of environment-friendly programmes for
operations in long-term
• Methods of motivating staff to carry out environmentally
conscious procedures
Application and
Adaptation
It refers to the ability to
perform the work tasks
and activities required
of the occupation, and
the ability to react to
The ability to:
• Determine maintenance needs and priorities
• Develop and implement maintenance schedules
• Source for necessary resources
• Maintain proper documentation on maintenance
• Ensure staff are trained appropriately for using and
maintaining the equipment
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARD
SERVICE SUPERVISOR (F&B SUPERVISOR / FLOOR MANAGER / SHIFT MANAGER / HEAD WAITER)
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and manage the
changes at work.
• Identify opportunities for implementing environmental
programmes
• Develop environmental programme action plans and share
with staff
• Provide updates to management with progress reports
Innovation and Value
Creation
It refers to the ability to
generate purposive
ideas to improve work
performance and/or
enhance business
values that are aligned
to organisational goals.
The ability to:
• Identify areas of improvement in processes
Social Intelligence
and Ethics
It refers to the ability to
use affective factors in
leadership, relationship
and diversity
management guided by
professional codes of
ethics.
The ability to:
• Monitoring organisational compliance with food handling
legislative requirements to meet quality standards
• Ensure good rapport with customers and internal
stakeholders
• Develop and maintain relationships by showing trust, respect
and support towards co-workers and/or supervisor in daily
activities to achieve organisational objectives
• Exhibit and ensure that team members demonstrate integrity
and ethical behaviour at the workplace
Learning to Learn
It refers to the ability to
develop and improve
one’s self within and
outside of one’s area of
work.
The ability to:
• Identify gaps in learning and select approach to close the
learning gap and improve on quality of task assigned
• Provides feedback to co-worker and/or supervisor in a
considerate and constructive manner
• Keep up to date on industry trends in the food and beverage
sector
• Identify available opportunities to learn from co-worker and/or
supervisor for ownself and suggest opportunities for
subordinates
• Ensure that others understand and apply the brand standards
• Be a role model for subordinates to adopt the brand
standards
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• Develop SOPs which ensure consistency in work output
• Monitor others to ensure that consistency is maintained in
their work output
Range of Application
(where applicable)
It refers to the critical
circumstances and
contexts that the skill
may be demonstrated.
Food safety and health requirements must include:
• National Environment Agency (NEA) Environmental Public
Health (Food Hygiene) Regulations
• Workplace Safety and Health Regulations under the WSH
Act
• Hazard Analysis and Critical Control Points management
system (HACCP)
• Relevant food regulations under the Agri-Food and Veterinary
Authority of Singapore (AVA) (e.g. Sale of Food Act)
Version Control
Version Date Changes Made Edited by
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Singapore
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Skill Code ES-JS-401G-1
Skill Category Workplace Safety and
Health
Skill Sub-Category
(where applicable) N/A
Skill Manage Workplace Safety and Health System
Skill Description
This skill describes the ability to administer a Workplace Safety and
Health (WSH) system at the managerial level. It also includes working in
consultation with WSH personnel and committees in accordance with
the WSH Act and establishing and evaluating WSH policies and risk
control measures.
Knowledge and
Analysis
It refers to gathering,
cognitive processing,
integration and
inspection of facts and
information required to
perform the work tasks
and activities.
The ability to understand:
• The responsibilities of the designated personnel and committees
under WSH Act and its subsidiary legislation
• The responsibilities of employees, supervisors and management in
WSH
• Organisation’s WSH system, general policies, procedures,
programmes and evaluation guidelines
• Management arrangements relating to regulatory compliance,
hazards and risks, control measures and relevant expertise
required
• Importance of benchmarking WSH performance against national
and international standards
• Business continuity planning and risk assessment related to
infectious disease outbreak
• Potential impact of infectious disease outbreak on organisational
business financials, staff and customers
• Importance of assessing and reviewing workplace risk
management activities in accordance with the guidelines provided
by the WSH Act
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARD
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Application and
Adaptation
It refers to the ability to
perform the work tasks
and activities required
of the occupation, and
the ability to react to
and manage the
changes at work.
The ability to:
• Develop WSH policies and training programmes that meet
identified training needs of employees and clearly express
organisation’s commitment in accordance with the guidelines
provided by WSH Act
• Implement and maintain a relevant and consistent WSH system in
the organisation
• Incorporate WSH responsibilities and duties into job descriptions of
all employees and facilitate the allocation of financial and human
resources for the operation of WSH system in the organisation
• Set up a system for monitoring and evaluating WSH records that
allow identification of patterns of workplace injury and disease
within the area of managerial responsibility
• Assess and evaluate the effectiveness of the WSH system and
related policies, procedures and programmes according to the
organisation’s aims with respect to WSH
• Develop a risk assessment procedure that is integrated within
systems of work and procedures in the organisation
• Assess the risks presented by identified hazards and develop
measures to control assessed risks according to hierarchy of
control, relevant WSH legislation, codes practice and trends
identified from the WSH records systems
• Develop procedures for on-going control of risks associated with
hazardous events that meet legislation requirements in consultation
with appropriate emergency services
• Address hazard identification and risk control at the planning,
design and evaluation stages of any change within the area of
managerial responsibility to ensure that adequate risk control
measures are included
• Facilitate the provision of resources to enable implementation of
new risk control measures in accordance with the organisational
procedures
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARD
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Innovation and Value
Creation
It refers to the ability to
generate purposive
ideas to improve work
performance and/or
enhance business
values that are aligned
to organisational goals.
The ability to:
• Resolve issues raised through consultation and develop
improvements to the WSH system according to the procedures for
issue resolution to ensure more effective achievement of the
organisation’s aims with respect to WSH
• Monitor and improve existing risk management activities and risk
control measures to ensure procedures are adopted effectively
throughout the area of managerial responsibility
Social Intelligence
and Ethics
It refers to the ability to
use affective factors in
leadership, relationship
and diversity
management guided by
professional codes of
ethics.
The ability to:
• Establish and maintain appropriate participative and
consultative processes and outcomes readily accessible to
employees according to the relevant WSH legislation and
consistent with the organisation’s overall process for
consultation
Learning to Learn
It refers to the ability to
develop and improve
one’s self within and
outside of one’s area of
work.
The ability to:
• Update own knowledge in WSH legislation, codes of practice and
industrial standards and conduct training for new operations and
equipment
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Range of Application
(where applicable)
It refers to the critical
circumstances and
contexts that the skill
may be demonstrated.
Identify the responsibilities of a general worker and employee must
include:
• Working in compliance with the WSH Act
• Observing safe work procedure
• Reporting unsafe working conditions and work practices
• Reporting work-related incidents and accidents
Identify the responsibilities of a WSH committee must include:
• Acting as an advisory body
• Identifying hazards and obtaining information about them
• Recommending corrective actions and monitoring results of
implemented solutions
• Conducting accident investigations and workplace inspections
• Making recommendations to the management regarding actions
required to resolve health and safety concerns
Identify the responsibilities of a supervisory personnel, must include:
• Ensuring that worker uses suitable and adequate personal
protective equipment, and handles appropriate and non-faulty tools
and equipment
• Advising workers of potential and actual hazards and control
measures
• Taking every reasonable precaution in the circumstances for the
protection of workers.
• Implementing and monitoring safe work conditions
• Implementing safe work practices and monitoring for compliance
Identify the responsibilities of a WSH personnel must include:
• Exercising general supervision of compliance to the provision of
WSH Act and its subsidiary legislations made to ensure a safe and
healthy workplace
• Conducting WSH inspections in accordance with planned
inspection, schedule and recommending corrective actions where
needed
• Monitoring effectiveness of implemented corrective actions
• Conducting investigation on incidents
• Promoting WSH
Identify the responsibilities of management must include:
• Establishing and maintaining a workplace safety management
system to self-regulate WSH issues
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARD
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• Establishing and maintaining a WSH committee
• Taking reasonable and practicable measures so far as to ensure a
safe and healthy workplace for all employees
• Training employees on identification of potential hazards,
compliance with appropriate control measures and how to handle
emergencies
• Supplying personal protective equipment to employees and
ensuring they know how to use the equipment safely and properly
• Reporting workplace accidents immediately to the relevant
authorities
Establish and maintain the framework for WSH must include:
• Policy development and updating
• Determining the ways in which WSH will be managed. This must
include distinct WSH management activities, or inclusion of WSH
functions within a range of management functions and operations
such as:
o Maintenance of plant and equipment
o Purchasing of materials and equipment
o Designing operations, work flow and materials handling
o Planning or implementing alterations to site, plant, operations or
work systems
• Mechanisms for review and allocation of human, technical and
financial resources needed to manage WSH, including defining and
allocating WSH responsibilities for all relevant positions
• Mechanisms for keeping up-to-date with relevant information and
updating the management arrangements for WSH, for example,
information on health effects of hazards, technical developments in
risk control and environmental monitoring and changes to
legislation
• Mechanisms to assess and update WSH management
arrangements relevant to legislative requirements
• A system for communicating WSH information to employees,
supervisors and managers within the enterprise
Establish and maintain a WSH training programme must include:
• Arrangements for on-going assessment of training needs, for
example, relating to:
o Workers, supervisors and managers
o Specific hazards
o Specific tasks or equipment or process or chemical
o Emergencies and evacuations
o Training required under WSH legislation
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARD
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• Allocation of resources for WSH training, including acquisition of
training resources, development of staff training skills and purchase
of training services
• Induction training
• Training for new operations, materials or equipment
Establish and maintain a system for WSH records must include:
• Identifying records required under WSH legislation, for example:
o Workers’ compensation records
o Hazardous substances registers
o Safety Data Sheets (formerly known as Material Safety Data
Sheets)
o Major accident and injury notifications
o Certificates and licences
• Manufacturers and suppliers WSH information
• WSH audits and inspection reports
• Maintenance and testing reports
• Workplace environmental monitoring and health surveillance
records
• Records of instruction and training
• First aid and medical treatment records
Benchmark WSH performance must include:
• Accident frequency rate
• Accident severity rate
• Fatality rate
Establish and maintain forms of participation and consultation that are
specific to the workplace must include:
• Formal and informal meetings which include WSH
• WSH committees
• Suggestions, requests, reports and concerns put forward by
employees to management
• WSH inspections
• Audits
• Risk assessment and control
• Procedures for reporting of hazards, risks and WSH issues by
managers and employees
• Inclusion of WSH in other meetings and processes
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Version Control
Version Date Changes Made Edited by
ES-JS-401G-1 1 September 2016 Initial Version WDA
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Skill Code FSS-WSH-3002-1.1
Skill Category Workplace Safety
and Hygiene
Skill Sub-Category
(where applicable)
Quality and Hygiene
Standards
Skill Conduct Food and Beverage Hygiene Audits
Skill Description
This skill describes the ability to conduct food and beverage hygiene
audits in accordance to regulatory and/or organisational requirements.
It also includes conducting audits on personal hygiene practices,
usage of safe ingredients, handling of food safety, food storage and
cleanliness and upkeep of utensils, equipment and service and/or
storage areas.
Knowledge and
Analysis
It refers to gathering,
cognitive processing,
integration and
inspection of facts and
information required to
perform the work tasks
and activities.
The ability to understand:
• Regulations and standards on food and beverage hygiene
• Food and beverage hygiene audit plans
• Audit methods
• Audit principles, procedures and techniques
• Physical areas, work processes and practices to be audited
• Methods of document reviews to collect and verify
information
• Methods of using audit evidence to generate audit findings
• Methods to manage disagreements among operations teams,
co-workers, management and other relevant personnel
• Types of follow-up audits
• Sources of food contamination and prevention methods
• Hazard Analysis Critical Control Point (HACCP) principles,
critical limits and control measures
• Food allergens
• Impact of site design and construction on food hygiene
• Organisational dress codes
• Required personal protective clothing
• Importance and guidelines for personal hygiene
• Approved food sources
• Indicators of food spoilage
• Proper use of equipment and utensils
• Food catering guidelines
• Food packaging techniques
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARD
SERVICE SUPERVISOR (F&B SUPERVISOR / FLOOR MANAGER / SHIFT MANAGER / HEAD WAITER)
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• Organisational and legislative guidelines for conducting
audits on food transportation and temperature control during
transportation
• Standards for food transportation and temperature control
during transportation
• Standards for housekeeping and cleaning
• Methods for cleaning and disinfecting food premises
• Indicators of pest infestation
• Methods for control and disposal of pests
• Basic principles of cleaning processes for cutlery, utensils,
equipment, surfaces and/or floors
• Desirable environmental conditions
Application and
Adaptation
It refers to the ability to
perform the work tasks
and activities required
of the occupation, and
the ability to react to
and manage the
changes at work.
The ability to:
• Plan for food and beverage hygiene audits
• Conduct food and beverage hygiene audits on:
o Good personal hygiene practices
o Safe usage of ingredients
o Safe handling of food
o Safe storing of food
o Cleanliness and upkeep of utensils, equipment and
premises in accordance with organisational procedures
and recipes, food and Workplace Safety and Health
requirements
Innovation and Value
Creation
It refers to the ability to
generate purposive
ideas to improve work
performance and/or
enhance business
values that are aligned
to organisational goals.
The ability to:
• Review workflows and operations periodically in accordance
to regulatory and/or organisational requirement
• Identify and recommend areas of improvement and/or
corrective actions to meet regulatory and/or organisational
requirement
SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARD
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Social Intelligence
and Ethics
It refers to the ability to
use affective factors in
leadership, relationship
and diversity
management guided by
professional codes of
ethics.
The ability to:
• Communicate with operations teams, co-workers,
management and other relevant personnel on audit issues to
meet regulatory and/or organisational requirement
Learning to Learn
It refers to the ability to
develop and improve
one’s self within and
outside of one’s area of
work.
The ability to:
• Update knowledge and skills on good food and beverage
safety and hygiene standards by engaging in peer reviews
and professional development platforms, such as training and
attaining certifications; and by subscribing to various news
channels and various government agencies that regulate
food safety and workplace safety
Range of Application
(where applicable)
It refers to the critical
circumstances and
contexts that the skill
may be demonstrated.
Regulations and standards on Food and Beverage Hygiene must
include:
• Environmental Public Health Act and its subsidiary legislation
• National Environment Agency licensing requirements,
grading and Points Demerit System (PDS)
• Workplace Safety and Health Regulations under the WSH
Act and all updates and current policies
• Sale of Food Act and its subsidiary legislation
• Wholesome Meat and Fish Act and its subsidiary legislation
Version Control
Version Date Changes Made Edited by
FSS-WSH-3002-1.1 4 August 2017 Initial Version SSG and SPRING
Singapore
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Definitions of the Five (5) Domains
Domain
Definition
Knowledge and
Analysis
Knowledge includes the gathering of facts and information through
traditional and digital forms. Analysis involves the cognitive processing,
integration and inspection of single or multiple sources of facts and
information required to perform work tasks and activities and takes into
consideration, the work contexts in which the tasks and activities are
carried out. The result of knowledge and analysis produce judgements on
work tasks/activities/issues/areas, and the conceptualisation of solutions
to solve problems at work.
Application and
Adaptation
Application involves the ability to perform work tasks and activities defined
by the requirements of the occupation. Adaptation involves the ability to
react to and manage the changes in the work contexts. The result of
application and adaptation leads to the production of psycho-motor actions
and behavioural reactions to the work tasks/activities/issues/areas, and
the execution of the planned solutions to solve problems at work.
Innovation and
Value Creation
Innovation includes the ability to generate purposive ideas to improve work
performance and/or enhance business values that are aligned to the
organisational goals. As a result of innovation, the organisation is able to
reap the values from individual or team contributors to achieve
organisational growth.
Social Intelligence
and Ethics
Social intelligence includes the ability to appreciate and use affective
factors in leadership, relationship and diversity management guided by
professional codes of ethics as effective individuals or team contributors.
Learning to Learn
Learning-to-learn includes the ability to improve on self-development
within and outside of one’s area of work. It involves the continual inspection
of one’s knowledge, analytical, application, adaptive, innovative and social
skills that are needed to perform the work optimally and/or solve problems
effectively.