SAQA ID: 14113
Learnership Duration: 12 Months
Contact Days: Customise to client-specific needs and learner experience/level
Target Market: Anyone in the hospitality industry
- Communication at Level 3
- Mathematics at Level 3
This qualification has been developed for people in the food and beverage service industry (hospitality). It brings together elements of food and drinks preparation and service as well as supervision.
The qualification consists of a Fundamental, a Core and an Elective Component. To be awarded the qualification, learners are required to obtain a minimum of 133 credits as detailed below:
The Fundamental Component consists of Unit Standards to the value of 31 credits, all of which are compulsory.
The Core Component consists of Unit Standards to the value of 93 credits, all of which are compulsory.
The Elective Component consists of individual unit standards from which the learner must choose unit standards totalling a minimum of 9 credits
On completion of this qualification, the learner will be able to:
- Deal with customers
- Process incoming and outgoing telephone calls
- Display cultural awareness in dealing with customers and colleagues
- Communicate verbally
- Maintain effective working relationships with other members of staff
- Maintain health, hygiene and professional appearance
- Perform basic calculations
- Prepare written communications
- Handle and store cleaning equipment and materials
- Handle and dispose of waste
- Clean and store glassware
- Clean and restock drinks machines/equipment
- Prepare and clear areas for table service
- Provide a table service
- Provide a table drink service
- Provide a carvery/buffet service
- Serve bottled wines
- Prepare and serve wine
- Prepare and serve spirits and liqueurs
- Maintain the table service
- Maintain the drink service
- Supervise the running of a function
- Describe layout, services and facilities of the organisation
- Maintain a secure working environment
- Maintain a safe working environment
- Describe the sectors of the hospitality, travel and tourism Industries
- Conduct on-the-job coaching
- Operate a payment point and process payments
- Develop self within the job role
- Source information about self-employment opportunities
- Handle and record refunds
- Maintain customer satisfaction
- Maintain the receiving, storage and issue of goods
- Planning and deliver staff training and development in own area of responsibility
- Contribute to the identification of short-term supply needs
- Maintain the cleaning programme for own area of responsibility
- Induct new staff to the workplace
- Plan, organise and monitor work in own area of responsibility
- Monitor and maintain health, safety and security
- Maintain a preventative maintenance programme
Communicate in the workplace
- Oral communication accommodates audience and context needs.
- Range: Audience can include internal organisation customers such as supervisor, serviceman, peers, co-workers and suppliers and communication can be about materials or product characteristics and quality).
- Interpretation of information from texts is justified in terms of literal and implicit content of text.
- Range: Text includes production plans, job instructions, and work procedures, policies.
- Use of information from texts is relevant for specific contexts.
- Written texts are relevant for specified communicative contexts.
- Range: Written text pertains to routine maintenance, safety, quality, and production documentation, production
- Data and process control parameters that are recorded.
- Use of language and communication in occupational learning programmes meet specified requirements.
Optimise organisational structures
- The organisational structure and functions are explained to reflect the inter-relationship between the production process and the broader organisation.
- The systems and processes related to the workplace is identified and applied to reflect an understanding of organisational operations.
- The role of the individual is identified and explained to demonstrate the impact on the achievement of production specifications and targets.
- The role of individuals and their impact is identified and explained to reflect the achievement of quality specifications and targets.
Safety in the workplace
- Factors that constitute safe workplace practices are demonstrated to ensure safe work conditions for production.
- Factors that pose a risk are identified and reported to address the specific risk.
- The impact of maintenance on safe machine operations is explained to contribute to a safe and healthy work environment.
- Routine maintenance is conducted, and records are kept to meet safety requirements.
- How an individual contributes to health, safety and environmental practices is demonstrated through personal hygiene and adherence to policies and procedures.
Demonstrate an understanding of production technology practices
- Production technology practices, terminology and systems are explained in terms of its relationship to production.
- Production input, process and output variables and its influence are identified and explained to optimise resource utilisation and the production process.
- Production targets are explained in terms of production requirements and contribution to organisational goals.
- Range: Production requirements include given time, cost, quality, quantity, value-add and customer specifications.
- Safety, health and environmental policies, procedures and legislation are complied with during the production process.
Apply quality standards and procedures in production activities.
- Quality control principles and practices are interpreted and applied to meet quality specifications in production.
- An understanding of the importance of continuous quality checks are demonstrated to reflect its impact on production.
- Quality problems are solved by comparing and interpreting quality data in the workplace.
- Basic monitoring of production is undertaken to ensure that the product stays within the limits of quality specifications.
- Range: Basic monitoring: sensory, simple measurement, defect charts, samples.
The following Critical Cross-Field Outcomes are embedded in the associated Unit Standards:
- Identifying and solving problems in which responses indicate that responsible decisions using critical and creative thinking have been made.
- Working effectively with others as a member of a team, group, organisation or community.
- Organising and managing oneself and one's activities responsibly and effectively.
- Collecting, analysing, organising and critically evaluating information.
- Communicating effectively using visual, mathematical and/or language skills in the modes of oral/written persuasion.
- Using science and technology effectively and critically, showing responsibility towards the environment and health of others.
- Demonstrating and understanding of the world as a set of related systems by recognising that problem-solving contexts do not exist in isolation.
Learning programmes directed towards this qualification will also contribute to the full personal development of each learner and the social and economic development of the society at large, by making individuals aware of the importance of:
- Reflecting on and exploring a variety of strategies to learn more effectively.
- Participating as responsible citizens in the life of local, national and global communities.
- Being culturally and aesthetically sensitive across a range of social contexts.
- Exploring education and career opportunities; and developing entrepreneurial opportunities.
Module 1: Orientation to a contact centre
- Identifying and defining what a Contact Centre is
- Identifying Contact Centre principles and concepts
- Identifying the benefits of instilling in self a Contact Centre culture
- Persuading others of the benefits of a Contact Centre culture
Module 2: Business-Writing Skills
- Use a range of reading and/or viewing strategies to make meaning of texts.
- Identify the main ideas in different text types
- Read/view and respond to texts for a variety of purposes
- Identify and discuss how language structures and features may influence a reader/audience
- Write/sign for a specific purpose, audience and context
- Use grammatical structures and writing/signing conventions to produce coherent and cohesive texts
- for specific contexts
- Adapt language to suit context
- Draft and edit own writing/signing
Module 3: Language and Communication
- Find and use suitable learning resources
- Use learning strategies
- Manage occupational learning programme materials
- Plan and gather relevant information for use in each context
- Function in a team
- Reflect on how characteristics of the workplace and occupational context affect learning
Module 4: Numeracy Skills
- Use mathematics to plan and control personal and/or household budgets and income and expenditure
- Use simple and compound interest to make sense of and define a variety of situations including investments, stokvels, inflation, appreciation and depreciation
- Investigate various aspects of financial transactions including costs, prices, revenue, cost price, selling price, loss and profit.
- Use and analyse computational tools and strategies, and make estimates and approximations
- Demonstrate understanding of numbers and relationships among numbers and number systems, and represent numbers in different ways
- Convert flexibly between and within various representations of functions.
- Compare, analyse and describe the behaviour of patterns and functions.
- Estimate, measure and calculate physical quantities in practical situations.
- Explore transformations of two-dimensional geometric figures.
Module 5: Oral Communication
- Use a variety of strategies to maintain communication.
- Adapt language to accommodate socio-cultural sensitivities without losing own meaning.
- Use knowledge of language structures and conventions to shape or decode meaning of unfamiliar vocabulary or constructions.
- Organise and present information in a focused and coherent manner.
- Identify and explain how speakers/signers influence audiences.
Module 6: Diversity of a Contact Centre
- Communicating within a diverse environment - internal and external.
- Interacting within a diverse environment both within a Contact Centre and to external customers.
Module 7: Problem Solving in a Contact Centre
- Obtain and evaluate project information to facilitate Contact Centre problem solving
- Provide advice and support regarding received information to facilitate problem solving
Module 8: Service Excellence in a Contact Centre
- Identify customer needs in a Contact Centre
- Respond to customer needs in a Contact Centre
- Identify the customer's problem
- Commit to solving the customer complaint
- Arrange correct planning and solutions to the customer's problems
- Communicate with all stakeholders
- Provide practical business solutions
Module 9: Telephone Skills in an Inbound Contact Centre
- Demonstrating and applying knowledge of computer packages within a Contact Centre
- Using a computerised system
- Retrieving calls from customers
- Identifying customer needs in a Contact Centre
Module 10: Working in Teams in a Contact Centre
- Communicating with all relevant stakeholders to enhance teamwork
- Reporting on team progress to appropriate authority and team
- Displaying tendencies to work with others as a member of a Contact Centre team
- Handling and resolving areas of conflict
Module 11: Working in an Emergency Contact Centre
- Retrieving calls within a Contact Centre from customers in emergency situations
- Documenting information from customers in emergency situations
- Responding within a Contact Centre to emergencies
- Following up on customers in emergency situations
Module 12: Telesales
- Placing calls to customers
- Recording information from customer
- Responding to queries from customers
- Providing follow up to customers' request
|US ID||US Title||Level||Credits|
|7800||Maintain health, hygiene and a professional appearance||Level 1||1|
|7812||Perform basic calculations||Level 2||3|
|7794||Communicate verbally||Level 3||8|
|11235||Maintain effective working relationships with other members of staff||Level 3||1|
|7790||Process incoming and outgoing telephone calls||Level 3||3|
|7791||Display cultural awareness in dealing with customers and colleagues||Level 4||4|
|7822||Prepare written communications||Level 4||3|
|7789||Provide customer service||Level 4||8|
|US ID||US Title||Level||Credits|
|7738||Clean and restock drinks machines/equipment||Level 2||1|
|7735||Clean and store glassware||Level 2||1|
|7793||Describe layout, services and facilities of the organisation||Level 2||1|
|7801||Describe the sectors of the Hospitality, Travel and Tourism industries||Level 2||2|
|7612||Handle and dispose of waste||Level 2||1|
|7608||Handle and store cleaning equipment and materials||Level 2||1|
|7799||Maintain a safe working environment||Level 2||2|
|7829||Handle and record refunds||Level 3||2|
|7860||Introduce new staff to the workplace||Level 3||1|
|7796||Maintain a secure working environment||Level 3||1|
|7820||Operate a payment point and process payments||Level 3||3|
|7740||Prepare and clear areas for table service||Level 3||1|
|7745||Provide a carvery/buffet service||Level 3||2|
|7744||Provide a table drink service||Level 3||4|
|7742||Provide a table service||Level 3||2|
|7750||Serve bottled wine||Level 3||3|
|7844||Contribute to the identification of short-term supply needs||Level 4||1|
|7821||Develop self within the job role||Level 4||3|
|7869||Maintain a preventative maintenance programme||Level 4||3|
|7846||Maintain the cleaning programme for own area of responsibility||Level 4||2|
|7839||Maintain the receiving, storage and issue of goods||Level 4||5|
|7836||Monitor customer satisfaction||Level 4||3|
|7841||Plan staff training and development in own area of responsibility||Level 4||6|
|7773||Prepare and serve spirits and liqueurs||Level 4||5|
|7827||Source information about self-employment opportunities||Level 4||3|
|7818||Conduct on-the-job coaching||Level 5||5|
|7778||Maintain the drink service||Level 5||4|
|7776||Maintain the table service||Level 5||5|
|7868||Monitor and maintain health, safety and security||Level 5||4|
|7866||Plan, organise and monitor work in own area of responsibility||Level 5||3|
|7769||Recommend, present and serve wines||Level 5||6|
|7780||Supervise the running of a function||Level 5||7|
|US ID||US Title||Level||Credits|
|7813||Identify work opportunities||Level 2||2|
|14577||Prepare and clear areas for table service||Level 2||1|
|7739||Prepare, service and clear function rooms||Level 2||2|
|7815||Apply for a job or work experience placement||Level 3||2|
|7756||Prepare kegs and gas cylinders for use||Level 3||1|
|7854||Provide first aid||Level 4||4|