Model Curriculum

SECTOR: TOURISM & HOSPITALITY SUB-SECTOR: HOTELS OCCUPATION: FOOD AND BEVERAGE SERVICE REF ID: THC/Q0302, V1.0 NSQF LEVEL: 5

Bartender

Bartender

TABLE OF CONTENTS

1. Curriculum 01

2. Trainer Prerequisites 08

3. Annexure: Assessment Criteria 09

Bartender

Bartender CURRICULUM / SYLLABUS

This program is aimed at training candidates for the job of a “Bartender”, in the “Tourism & Hospitality Skill Council” Sector/Industry and aims at building the following key competencies amongst the learner

Program Name Bartender

Qualification Pack Name & Reference ID. THC/Q0302, v1.0 ID

Version No. 1.0 Version Update Date 21/11/2019

Pre-requisites to Preferable Diploma Training Training Outcomes After completing this programme, participants will be able to: • Prepare for bartending operations • Take orders and serve the ordered food and beverage to the guests as per standards • Prepare and serve drinks • Communicate effectively with superiors, colleagues and customers to achieve a smooth workflow

• Achieve customer satisfaction by understanding customer requirement and provide services • Practice standard of etiquette and hospitable conduct • Apply gender and age sensitive service practices • Describe importance of IPR for organization and customers • Practice health and hygiene at workplace • Apply safety practices at workplace

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This course encompasses 10 out of 10 Compulsory NOS (National Occupational Standards) of “Bartender”, Qualification Pack issued by “Tourism and Hospitality”.

Sr. Equipment Module Key Learning Outcomes No. Required 1 Introduction to Hotel • Discuss the nature of hotel industry Industry and • Elaborate the hierarchy of hotel and Bartending food and beverage department of different star categories Theory Duration • Explain the role and responsibilities of (hh:mm) a bartender 04:00 • Describe the attributes required for a bartender Corresponding NOS Code Bridge Module 2 Prepare for • Draw layout of food and beverage Tableware, Bartending Operation service area and kitchen glassware, cutlery, • Explain basic terminology used in crockery, service Theory Duration operations equipment, menu, (hh:mm) • List different types of equipment, napkin 20:00 appliances and tools used in bar Practical Duration • List tableware, dishware and (hh:mm) glassware used for serving guests 08:00 along with their dimensions • Identify different types of , mixes Corresponding NOS and garnishes Code • Name different types of fruits, snacks THC/N0306 used in the bar • List the ingredients used in different types of snacks served with drinks • Prepare a sample of material required for the day operation • Discuss how to equip bar area with tools and products needed for mixing beverages and serving guests • Demonstrate laying cover on the table • Demonstrate different folds of napkins • Explain general food service guidelines 3 Engage with guests • Demonstrate the ways of greeting and Tableware, and take order escorting guests glassware, cutlery, • Discuss the steps to be followed while crockery, service Theory Duration taking orders from the guests equipment’s, (hh:mm) • Discuss the steps to be followed while waiter’s kit, 04:00 serving orders to the guests telephone, Kitchen Practical Duration • Demonstrate how to take orders on Order Ticket (hh:mm) the Property Management System format 12:00 (PMS) • Demonstrate how to serve drinks to the guests Corresponding NOS • Explain different types of selling Code techniques THC/N0307

Bartender 2

Sr. Equipment Module Key Learning Outcomes No. Required 4 Prepare and serve • List different types of beverages – glassware, cutlery, drinks mocktails and . crockery, alcoholic • Explain general ingredients used to and non-alcoholic Theory Duration prepare beverages beverages, (hh:mm) • List different combinations of food and inventory format 06:00 beverage that will go together • Explain the procedure to make Practical Duration and mocktails (mix and shake) (hh:mm) • Explain different terminologies and 28:00 jargons used in the bar (e.g. pint, pitcher, neat, on the rocks, etc.) Corresponding NOS • Demonstrate the serving procedure Code (e.g. serve ladies first, others and then THC/N0308 the host of the group) • Demonstrate the use of , bottle opener, etc.to open bottle without damage 5 Bill Preparation • Explain how to present bill to the Bill folder, Invoice guest format, electronic

• Explain taxes associated with billing data capture • Describe how to make a bill to settle (EDC) machine, Theory Duration charges. computer (hh:mm) • Identify different types of modes of 02:00 payment

Practical Duration • Explain how to settle the bill using the (hh:mm) different modes of payment.

02:00

Corresponding NOS Code THC/N0308 6 Preparing for End of • Demonstrate table clearance guest feedback the Day • Explain how to take feedback from form, logbook, inventory sheet guests and report it to the seniors • Perform end of day activities (such as Theory Duration lock bar cabinet, refrigerator; turn off (hh:mm) electric signage; note down of closing 02:00 inventory)

Practical Duration (hh:mm) 02:00

Corresponding NOS Code THC/N0308 7 Legal Compliances • State legal drinking age restrictions

• Explain regulatory requirement and guidelines for bar / Theory Duration (hh:mm) 02:00

Bartender 3

Sr. Equipment Module Key Learning Outcomes No. Required Corresponding NOS Code THC/N0308 8 Communicate with • Explain the importance of effective Telephone, smart Customer and communication and team coordination phone, computer Colleagues • Explain the difference between briefing

and debriefing • Demonstrate the application (e.g. via role play) of basic phrases used to Theory Duration interact with guests in person and on (hh:mm) the phone 02:00

Practical Duration (hh:mm) 08:00

Corresponding NOS Code THC/N9901 9 Maintain customer • Explain the importance of guest guest feedback centric service satisfaction and guest feedback. form orientation • Explain different ways to improve

company’s customer satisfaction rating Theory Duration • Explain how to deal with different types (hh:mm) of complaints • Demonstrate different methods of 02:00 engaging with the customers Practical Duration effectively and professionally (hh:mm) • Explain ways to assess innovative 08:00 products and services based on how they will improve guest satisfaction Corresponding NOS Code THC/N9902 10 Maintain standard of • Explain the significance of professional etiquette and etiquette and behaviour hospitable conduct • Describe the role of body language in

communication Theory Duration • Demonstrate positive body language (hh:mm) when dealing with guests and 02:00 colleagues

Practical Duration (hh:mm) 04:00

Corresponding NOS Code THC/N9903 11 Follow gender and • Describe the importance of gender- Age Sensitive Service neutral behaviour at workplace. Practices • Discuss the rights of women at

workplace

Bartender 4

Sr. Equipment Module Key Learning Outcomes No. Required Theory Duration • Explain specific requirements of (hh:mm) customers of different age groups 02:00 • Explain different safety measures and procedures available for female Practical Duration colleagues and customers like pick up (hh:mm) and drop facility, safety cameras in the 02:00 premises

Corresponding NOS • Demonstrate how to interact with Code female customers and colleagues THC/N9904 12 Maintain IPR of • Describe the policies on Intellectual Organization and Property Rights Customers • Explain how IPR protection is important for competitiveness of a Theory Duration company (hh:mm) • State the consequences of IPR 02:00 infringement • Define product, service and design Corresponding NOS patents Code THC/N9905 13 Maintain Health and • Explain different food safety and Hygiene hygiene standards

• Explain the importance of maintaining Theory Duration a clean workplace. • Explain the importance of personal (hh:mm) 04:00 hygiene and grooming. • Explain standard operating procedure (SOP) for maintaining cleanliness and Corresponding NOS checklists Code • Describe different health risks THC/N9906 • Explain cross contamination

• Demonstrate the ways to prevent cross contamination 14 Maintain Safety at • Demonstrate the use of protective Workplace equipment and gear

• Identify hazards at workplace • Explain different types of fire and fire Theory Duration extinguishers to be used (hh:mm) • Describe the emergency evacuation 04:00 procedures • Locate where chemicals and acids Practical Duration need to be stored (hh:mm) • Describe ways to handle safety and 08:00 security threats Corresponding NOS Code THC/N9907

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Sr. Equipment Module Key Learning Outcomes No. Required Total Duration: Classroom Aids: Laptop, White board & 140:00 Marker, Projector, Videos

Theory Duration Unique Equipment Required: 58:00 The set-up required to deliver this training programme include that of a Practical Room with: Practical Duration Computer software, Tables, Dining Chairs, Side Station, Bar Counter, Bar stools, Ice 82:00 cube machine, Bottle cooler, Ice chest (crushed ice), Cocktail , High speed mixer, blender, Juice extractor, , Hawthorn strainer, Ice bucket with tongs, Bottle stands, Peg measure, SS Sink with drain board, Citrus squeezer, Cigar cutter, chopping board, Knife, Paring knife, Corkscrew, , cooler, Wine cradle, Cigar box, Ice flake machine, Glass chilling cabinet

Glassware Brandy balloons 23-28 CL Champagne flute 18-23 CL Champagne Saucer 18-23 CL Tom Collins 25 CL mugs & tankard 25, 50 CL White wine glasses 14 CL Red wine glass 14-18 CL Cocktail glass 14-18 CL Liqueur glass 4,7 CL Old fashioned glass Martini glass- As per requirement Wine carafe Soda carafe Water carafe Roly poly Sherry glass 4,7 cl Port glass Hock glass Moselle glass Pool gloves

Formats 1. Menu Card 2. Bills 3. Bill summary sheet 4. Day work report 5. Maintenance report 6. Incident report 7. Feedback forms 8. Comment cards 9. Grievance Escalation sheet

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Grand Total Course Duration: 140 Hours, 0 Minutes Recommended OJT Hours:240 hours as a Bartender in hotels covering the practical aspects of the job

(This syllabus/ curriculum has been approved by Tourism & Hospitality Skill Council)

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Trainer Prerequisites for Job role: “Bartender” mapped to Qualification Pack: “THC/Q0302, v1.0”

Sr. Area Details No. 1 Description To deliver accredited training service, mapping to the curriculum detailed above, in accordance with the Qualification Pack “THC/Q0302” V.1.0 2 Personal Aptitude for conducting training, and pre/ post work to ensure competent, Attributes employable candidates at the end of the training. Strong communication skills, interpersonal skills, ability to work as part of a team; a passion for quality and for developing others; well-organised and focused, eager to learn and keep oneself updated with the latest in the mentioned field. 3 Minimum Preferable Graduate Educational Qualifications 4a Domain Certified for training for Job Role: “Bartender” mapped to QP: Certification “THC/Q0302” with minimum passing score 80% 4b Platform Recommended that the Trainer is certified for the Job Role: “Trainer”, Certification mapped to the Qualification Pack: “MEP/Q2601”. Minimum accepted score is 80% aggregate. 5 Experience At least 5 years’ experience in Bar including one year as supervisory capacity in a classified Hotel or Restaurant. Experience as Departmental Trainer/ On the Job Trainer would be essential.

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Annexure: Assessment Criteria

Assessment Criteria Job Role Bartender Qualification Pack THC/Q0302, v1.0 Sector Skill Council Tourism and Hospitality Skill Council

Sr. Guidelines for Assessment No. 1 Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council. Each Performance Criteria (PC) will be assigned marks proportional to its importance in NOS. SSC will also lay down proportion of marks for each PC. 2 Each NOS will be assessed both for theoretical knowledge and practical which is being proportionately demonstrated in the table below. 3 The assessment for the theory part will be based on knowledge bank of questions created by the SSC. 4 To pass the Qualification Pack, every trainee should score a minimum aggregate of 60%.

Performance Criteria Total Out Theory Skills Practical Marks of (500) THC/N0306 PC1. sign in the attendance record 3.5 1.0 2.5 Prepare for PC2. check the bar counter, storage 3.5 1.0 2.5 bartending for adequate inventory of operation material for the day’s requirement PC3. switch on equipment such as 3.5 1.0 2.5 fridge, bar counter, etc as required

PC4. ensure the bar / lounge is clean 3.5 1.0 2.5 50 and coordinate with housekeeping for maintenance PC5. maintain adequate liquor and 3.5 1.0 2.5 beverages PC6. coordinate with procurement and 3.5 1.0 2.5 stores on inventory management and replenishment PC7. count the number of available 3.5 1.0 2.5 different type of beverages and order for shortage of drinks PC8. ensure adequate inventory of 3.5 1.0 2.5 fruits, vegetables, egg, snacks, etc is available as per daily requirement PC9. return empty bottles for inventory 3.5 1.0 2.5 PC10. clean ash trays, bottles, dishes, 3.5 1.0 2.5 etc from the table PC11. ensure all table wares are 3.5 1.0 2.5 cleaned, replenished before guest serving

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Performance Criteria Total Out Theory Skills Practical Marks of (500) PC12. refill the tableware edibles (such 4.0 1.5 2.5 as salt, pepper, etc) PC13. maintain a clean table 4.0 1.5 2.5 PC14. arrange all tables with required 3.5 1.0 2.5 materials POINTS 50 15.0 35.0 TOTAL POINTS 50

Performance Criteria Total Out Theory Skills Practical Marks of (500) THC/N0307 welcome the guest with PC1. 2.5 1.0 1.5 Engage appropriate greeting for the time with check for any reservation and PC2. 2.5 1.0 1.5 guests and allot guest table accordingly take order allot and guide to the table as per PC3. 2.0 0.5 1.5 the guest’s preference

check the guest (for age) to PC4. ensure they meet regulatory 2.5 1.0 1.5

requirement to serve alcohol

ensure the guest are comfortably PC5. 2.5 1.0 1.5 seated explain guest about the available PC6. 2.0 0.5 1.5 beverage in the bar / pub 50 PC7. present the bar menu available 2.5 1.0 1.5 Handle customer query PC8. 2.0 0.5 1.5 regarding the menu details PC9. inform guests about the specials 2.5 1.0 1.5 PC10. assess customer’s needs 2.0 0.5 1.5 PC11. understand the guest preference 2.0 0.5 1.5 recommend appropriate drinks PC12. 2.5 1.0 1.5 based on guest preference use hand held device to take PC13. 2.5 1.0 1.5 orders (if available) inform guests about special PC14. 3.0 1.0 2.0 drinks available in the bar PC15. suggest guest on beverages and food that naturally go together 3.0 1.0 2.0 (example: beer and pizza) PC16. understand the customer preference and suggest a best 3.0 1.0 2.0 beverage which the customer may be unaware of inform guest on any new arrivals PC17. 2.5 1.0 1.5 or exotic drink PC18. suggest high margin products and ensure profitable 3.0 1.0 2.0 transactions for organization

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Performance Criteria Total Out Theory Skills Practical Marks of (500) summarise the list of drinks to PC19. 3.0 1.0 2.0 the guest PC20. confirm the guest on order for preparation of drinks (it is 2.5 1.0 1.5 important during second and successive orders) POINTS 50 17.5 32.5 TOTAL POINTS 50

Performance Criteria Total Out Theory Skills Practical Marks of (500) THC/N0308 PC1. prepare drinks as per standard 2.0 1.0 1.0 Prepare recipe of the bar and serve PC2. follow standard procedure for 1.5 0.5 1.0 drinks pouring, mixing, garnishing the drinks PC3. infer quantity of different 1.5 0.5 1.0 beverages for making cocktail / details PC4. mix different ingredients as per 1.5 0.5 1.0 the order and prepare a drink PC5. shake the ingredients using 1.5 0.5 1.0 50 cocktail shaker with ice cubes (for cocktails) as per guest preference PC6. garnish the drink and present it 1.5 0.5 1.0 attractive PC7. follow specific instructions by 1.0 0.5 0.5 chef for preparation of specific drink PC8. use a service trolley for carrying 1.0 0.5 0.5 drinks (if available) PC9. carry the drinks in the tray 1.0 0.5 0.5 PC10. arrange the drinks in the tray as 1.5 0.5 1.0 per guest order and ensure it is in balance while lifting PC11. follow tray handling procedure 1.5 0.5 1.0 as per service requirement (holding at chest height, above shoulder level) PC12. handle the glass with stem or 1.0 0.5 0.5 base for stemmed glasses PC13. use cork screw, bottle opener, 1.5 0.5 1.0 knife, etc for opening the bottle without any damage PC14. carry the drinks to the 1.0 0.5 0.5 concerned table PC15. ensure all drinks ordered are 1.0 0.5 0.5 taken for serving

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Performance Criteria Total Out Theory Skills Practical Marks of (500) PC16. serve the drinks in a friendly 1.5 0.5 1.0 manner PC17. keep adequate napkins in the 1.0 0.5 0.5 tray / table PC18. serve ladies first, others and the 1.0 0.5 0.5 host of the group at last PC19. mention the name of the drink 1.0 0.5 0.5 and serve it to guest to make them aware PC20. follow serving guidelines such 1.0 0.5 0.5 as serving on the right-hand side of the guest PC21. handle glasses, bottles as per 1.5 0.5 1.0 procedure and do not contaminate them PC22. serve the drinks with ice cubes, 1.5 0.5 1.0 according to guest preference PC23. ensure all the ordered drinks are 1.0 0.5 0.5 served PC24. ensure all the ordered dish, 1.0 0.5 0.5 complimentary snacks are served along with the drinks PC25. do not interrupt guest in any way 1.5 0.5 1.0 while serving beverages PC26. ensure the service is done guest 1.0 0.5 0.5 focused and they have a good experience at bar / pub PC27. respond to all guest queries 1.0 0.5 0.5 PC28. maintain patience and do not 1.0 0.5 0.5 argue with the guests PC29. inform bar manager about any 1.0 0.5 0.5 issues and resolve them PC30. assist for guest return travel 1.0 0.5 0.5 when they are intoxicated PC31. prepare the bill as per order 1.0 0.5 0.5 PC32. verify the bill detail with order 1.5 0.5 1.0 before handing it to guests PC33. collect cash and return balance 1.5 0.5 1.0 along with the invoice PC34. process payment by card, get 1.5 0.5 1.0 signature and return the card after swipe transaction PC35. bill to room, in case of hotel 1.5 0.5 1.0 guest PC36. lock and close bar cabinet, 1.5 0.5 1.0 refrigerator, etc PC37. turn off electric signage, etc 1.5 0.5 1.0 PC38. take note of closing inventory 1.5 0.5 1.0 PC39. ensure the bar is cleaned before 1.5 0.5 1.0 closure POINTS 50 20.0 30.0

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Performance Criteria Total Out Theory Skills Practical Marks of (500) TOTAL POINTS 50

Total Out Skills Performance Criteria Marks Theory of Practical (550) THC/N9901 PC1. receive job order and 50 1.0 0.5 0.5 Communicat instructions from reporting superior e with PC2. understand the work output customer and requirements, targets, performance 0.5 0.5 0.0 colleagues indicators and incentives PC3. deliver quality work on time and 0.5 0.5 0.0 report any anticipated reasons for delays PC4. escalate unresolved problems 1.0 0.5 0.5 or complaints to the relevant senior PC5. communicate maintenance and repair schedule proactively to the 0.5 0.5 0.0 superior PC6. receive feedback on work 1.0 0.5 0.5 standards PC7. document the completed work 1.0 0.5 0.5 schedule and handover to the superior

PC8. exhibit trust, support and respect to all the colleagues in the 1.5 0.5 1.0 workplace PC9. aim to achieve smooth workflow 1.5 0.5 1.0 PC10. help and assist colleagues with 1.0 0.5 0.5 information and knowledge PC11. seek assistance from the 1.0 0.5 0.5 colleagues when required PC12. identify the potential and existing 1.5 0.5 1.0 conflicts with the colleagues and resolve PC13. pass on essential information to 1.5 0.5 1.0 other colleagues on timely basis PC14. maintain the etiquette, use polite language, demonstrate responsible and 1.5 0.5 1.0 disciplined behaviours to the colleagues PC15. interact with colleagues from different functions clearly and effectively on all aspects to carry out the work 1.5 0.5 1.0 among the team and understand the nature of their work PC16. put team over individual goals and multi task or share work where 1.5 0.5 1.0 necessary supporting the colleagues PC17. highlight any errors of colleagues, help to rectify and ensure 1.5 0.5 1.0 quality output PC18. work with cooperation, 1.0 0.5 0.5 coordination, communication and

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Total Out Skills Performance Criteria Marks Theory of Practical (550) collaboration, with shared goals and supporting each other’s performance PC19. ask more questions to the 1.0 0.5 0.5 customers and identify their needs PC20. possess strong knowledge on 0.5 0.5 0.0 the product, services and market PC21. brief the customers clearly 0.5 0.5 0.0 PC22. communicate with the customers in a polite, professional and friendly 1.5 0.5 1.0 manner PC23. build effective but impersonal 1.5 0.5 1.0 relationship with the customers PC24. ensure the appropriate language 1.5 0.5 1.0 and tone are used to the customers PC25. listen actively in a two-way 1.5 0.5 1.0 communication PC26. be sensitive to the gender, cultural and social differences such as 1.5 0.5 1.0 modes of greeting, formality, etc. PC27. understand the customer expectations correctly and provide the 1.5 0.5 1.0 appropriate products and services PC28. understand the customer dissatisfaction and address to their 2.0 0.5 1.5 complaints effectively PC29. maintain a positive, sensible and 1.5 0.5 1.0 cooperative manner all time PC30. ensure to maintain a proper body language, dress code, gestures and 2.0 0.5 1.5 etiquettes towards the customers PC31. avoid interrupting the customers 1.0 0.5 0.5 while they talk PC32. ensure to avoid negative questions and statements to the 1.0 0.5 0.5 customers PC33. inform the customers on any issues or problems before hand and also 2.0 0.5 1.5 on the developments involving them PC34. ensure to respond back to the customer immediately for their voice 2.0 0.5 1.5 messages, e-mails, etc. PC35. develop good rapport with the customers and promote suitable 2.0 0.5 1.5 products and services PC36. seek feedback from the customers on their understanding to what 2.0 0.5 1.5 was discussed PC37. explain the terms and conditions 3.0 0.5 2.5 clearly POINTS 50 18.5 31.5 TOTAL POINTS 50

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Total Out Skills Performance Criteria Marks Theory of Practical (550) THC/N9902 PC1. keep in mind the profiles of expected 50 2.5 0.5 2.0 Maintain customers customer- PC2. understand the target customers and 1.5 0.5 1.0 centric their needs as defined by the company service PC3. organize regular customer events and 2.5 0.5 2.0 orientation feedback session frequently PC4. build a good rapport with the 2.5 0.5 2.0 customers including the ones who complain PC5. have frequent discussions with regular customers on general likes and dislikes in 2.5 0.5 2.0 the market, latest trends, customer expectations, etc. PC6. receive regular feedbacks from the clients on current service, complaints, and 2.5 0.5 2.0 improvements to be made, etc. PC7. compulsively seek customer rating of service to help develop a set of regularly 2.5 0.5 2.0 improved procedures PC8. ingrain customer-oriented behaviour 2.5 0.5 2.0 in service at all level PC9. aim to gain their long-lasting loyalty 2.5 0.5 2.0 and satisfaction PC10. engage with customers without 2.0 0.0 2.0 intruding on privacy PC11. ensure clarity, honesty and 2.5 0.5 2.0 transparency with the customers PC12. treat the customers fairly and with 2.5 0.5 2.0 due respect PC13. focus on executing company’s marketing strategies and product 2.5 0.5 2.0 development PC14. focus on enhancing brand value of 2.5 0.5 2.0 company through customer satisfaction PC15. ensure that customer expectations 2.5 0.5 2.0 are met PC16. learn to read customers’ needs and 2.5 0.5 2.0 wants PC17. willingly accept and Implement new and innovative products and services that 2.5 0.5 2.0 help improve customer satisfaction PC18. communicate feedback of customer 2.5 0.5 2.0 to senior, especially, the negative feedback PC19. maintain close contact with the 2.0 0.5 1.5 customers and focus groups PC20. offer promotions to improve product satisfaction level to the customers 2.0 0.5 1.5 periodically PC21. weigh the cost of fulfilling unscheduled customer requests, consult 2.5 0.5 2.0 with senior and advise the customer on alternatives POINTS 50 10 40 TOTAL POINTS 50

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Total Out Skills Performance Criteria Marks Theory of Practical (550) THC/N9903 PC1. greet the customers with a handshake 50 Maintain or appropriate gesture based on the type of 0.5 0.0 0.5 standard customer on their arrival of PC2. welcome the customers with a smile 0.5 0.0 0.5 etiquette PC3. ensure to maintain eye contact 0.5 0.0 0.5 and PC4. address the customers in a hospitable 1.0 0.5 0.5 respectable manner conduct PC5. do not eat or chew while talking 0.5 0.0 0.5 PC6. use their names as many times as 0.5 0.0 0.5 possible during the conversation PC7. ensure not to be too loud while talking 0.5 0.0 0.5 PC8. maintain fair and high standards of 2.5 1.0 1.5 practice PC9. ensure to offer transparent prices 2.0 0.5 1.5 PC10. maintain proper books of accounts 2.0 0.5 1.5 for payment due and received PC11. answer the telephone quickly and 2.0 0.5 1.5 respond back to mails faster PC12. ensure not to argue with the 2.0 0.5 1.5 customer PC13. listen attentively and answer back 2.0 0.5 1.5 politely PC14. maintain personal integrity and 2.5 1.0 1.5 ethical behaviour PC15. dress professionally 2.0 0.5 1.5 PC16. deliver positive attitude to work 2.0 0.5 1.5 PC17. maintain well-groomed personality 2.0 0.5 1.5 PC18. achieve punctuality and body 2.0 0.5 1.5 language PC19. maintain the social and telephonic 2.0 0.5 1.5 etiquette PC20. provide small gifts as token of appreciation and thanks giving to the 2.0 0.5 1.5 customer PC21. use appropriate tone, pitch and language to convey politeness, 2.0 0.5 1.5 assertiveness, care and professionalism PC22. demonstrate responsible and 2.0 0.5 1.5 disciplined behaviours at the workplace PC23. escalate grievances and problems to appropriate authority as per procedure to 2.0 0.5 1.5 resolve them and avoid conflict PC24. use appropriate titles and terms of 2.0 0.5 1.5 respect to the customers PC25. use polite language 1.0 0.5 0.5 PC26. maintain professionalism and procedures to handle customer grievances 1.5 0.5 1.0 and complaints

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Total Out Skills Performance Criteria Marks Theory of Practical (550) PC27. offer friendly, courteous and hospitable service and assistance to the 1.0 0.5 0.5 customer upholding levels and responsibility PC28. provide assistance to the customers maintaining positive sincere attitude and 1.0 0.5 0.5 etiquette PC29. provide special attention to the 1.5 0.5 1.0 customer at all time PC30. achieve 100% customer satisfaction 1.5 0.5 1.0 on a scale of standard PC31. gain customer loyalty 1.5 0.5 1.0 PC32. enhance brand value of company 2.0 0.5 1.5 POINTS 50 14 36 TOTAL POINTS 50

Total Out Skills Performance Criteria Marks Theory of Practical (550) THC/N9904 PC1. educate the tourists, employers and 50 Follow the colleagues at workplace on women 1.5 1.5 0.0 gender rights and the respect that is to be given to and age them sensitive PC2. inform about company’s policies to service prevent women from sexual harassments, 1.5 1.5 0.0 practices both physical and verbal, and objectifications by other customers and staff PC3. list all the facilities available with respect to transportation facilities, night trips 1.0 1.0 0.0 and safeguards, reporting abuse, maternity related and other grievance PC4. inform about methods adopted to ensure safety and personal and baggage 2.0 0.5 1.5 security of women, e.g., CCTV cameras, security guards, women’s helpline PC5. provide the necessary comfort to the female traveller customers such as secure and safe environment, chain locks/latches, 2.0 0.5 1.5 smoke detector, comfortable accommodation, etc. PC6. Maintain compliant etiquette while dealing with women customers such as asking permission before entering room and 2.0 0.5 1.5 for cleaning, avoiding touch contact, using abusive language or gesture, etc. PC7. ensure that the customer feels safe at all times without being over threatened by 2.0 0.5 1.5 the security procedures and related environment PC8. ensure that in the event of terrorist attacks customers are calmly handled, led to 2.0 0.5 1.5 safer places and instructed properly in order to achieve zero casualties

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Total Out Skills Performance Criteria Marks Theory of Practical (550) PC9. ensure the quality of facilities and services offered cater to the needs of every 2.0 0.5 1.5 individual, be it man, woman, child, particularly the very young and the aged PC10. be aware of the customer unique needs and wants of each category of 3.0 0.5 2.5 customer, e.g., for an infant, for a young woman, for an old person, others PC11. coordinate with team to meet these unique needs, also keeping in mind their 3.0 0.5 2.5 diverse cultural backgrounds PC12. provide entertainment programs and 2.0 0.5 1.5 events suited for the children tourists PC13. educate parents and attendants of senior citizens on basic safeguards and 2.0 0.5 1.5 procedures for them in case of emergencies PC14. arrange for transport and equipment 2.0 0.5 1.5 as required by senior citizens PC15. ensure availability of medical 2.0 0.5 1.5 facilities and doctor PC16. treat women equally across both the horizontal as well as vertical segregation of 2.0 0.5 1.5 roles in the workplace PC17. ensure a fair and equal pay to the women as men, more of formal training, 2.0 0.5 1.5 advancement opportunities, better benefits, etc. PC18. involve women in the decision- making processes and management 2.0 0.5 1.5 professions PC19. avoid specific discrimination and 2.0 0.5 1.5 give women their due respect PC20. motivate the women in the work 2.0 0.5 1.5 place towards utilizing their skills PC21. educate the tourists, employers and the colleagues at workplace on women 2.0 0.5 1.5 rights and the respect that is to be given to them PC22. establish policies to protect the women from sexual harassments, both 2.0 0.5 1.5 physical and verbal, and objectifications by customers and colleagues PC23. frame women friendly work practices such as flexible working hours, maternity leave, transportation facilities, 2.0 0.5 1.5 night shift concessions, women grievance cell. PC24. ensure the safety and security of women in the workplace, particularly when 2.0 0.5 1.5 their nature of job is to deal with night shifts, attend guest rooms, back end work, etc. PC25. ensure safety and security of women 2.0 0.5 1.5 at all levels

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Total Out Skills Performance Criteria Marks Theory of Practical (550) POINTS 50 15 35 TOTAL POINTS 50

Total Out Skills Performance Criteria Marks Theory of Practical (550) THC/N9905 PC1. prevent leak of new plans and designs 50 7.5 3.5 4.0 Maintain to competitors by reporting on time IPR of PC2. be aware of any of company’s product, 7.0 7.0 0 organisati service or design patents on and PC3. report IPR violations observed in the 7.5 3.5 4.0 customers market, to supervisor or company head PC4. read copyright clause of the material published on the internet and any other 7.0 3.0 4.0 printed material PC5. protect infringement upon customer’s 7.0 3.5 3.5 business or design plans PC6. consult supervisor or senior management when in doubt about using 7.0 3.5 3.5 information available from customer PC7. report any infringement observed by 7.0 3.5 3.5 anyone in the company POINTS 50 27.5 22.5 TOTAL POINTS 50

Total Out Skills Performance Criteria Marks Theory of Practical (550) THC/N9906 PC1. keep the workplace regularly clean 50 1.5 0.5 1.0 Maintain and cleared-off of food waste or other litter health and PC2. ensure that waste is disposed-off as hygiene per prescribed standards or in trash cans 1.5 0.5 1.0 earmarked for waste disposal PC3. ensure that the trash cans or waste 1.5 0.5 1.0 collection points are cleared everyday PC4. arrange for regular pest control 1.5 0.5 1.0 activities at the workplace PC5. to maintain records for cleanliness 1.5 0.5 1.0 and maintenance schedule PC6. ensure the workplace is well 1.5 0.5 1.0 ventilated with fresh air supply PC7. check the air conditioner and other mechanical systems on a regular basis and 1.5 0.5 1.0 maintain them well PC8. ensure the workplace is provided 1.5 0.5 1.0 with sufficient lighting PC9. ensure clean work environment where food is stored, prepared, displayed 1.5 0.5 1.0 and served

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Total Out Skills Performance Criteria Marks Theory of Practical (550) PC10. ensure safe and clean handling and disposal of linen and laundry, storage area, 1.5 0.5 1.0 accommodation, public areas, storage areas, garbage areas, etc. PC11. identify and report poor organizational practices with respect to 1.5 0.5 1.0 hygiene, food handling, cleaning PC12. ensure adequate supply of cleaning consumables such as equipment, materials, 1.5 0.5 1.0 chemicals, liquids PC13. ensure to clean the store areas with 1.5 0.5 1.0 appropriate materials and procedures PC14. identify the different types of wastes, e.g., liquid, solid, food, non-food, and the 1.5 0.5 1.0 ways of handling them for disposal PC15. wash hands on a regular basis 2.0 0.5 1.5 PC16. ensure to wash hands using 1.5 0.5 1.0 suggested material such as soap PC17. wash the cups 1.5 0.5 1.0 PC18. ensure to maintain personal hygiene 1.5 0.5 1.0 of daily bath PC19. ensure to maintain dental hygiene in 1.5 0.5 1.0 terms of brushing teeth every day PC20. ensure no cross contaminations of 1.5 0.5 1.0 items such as linen

PC21. report on personal health issues related to injury, food, air and infectious 1.5 0.5 1.0 diseases PC22. ensure not to go for work if unwell, to avoid the risk of being spread to other 1.5 0.5 1.0 people PC23. use a tissue, cover the mouth and turn away from people while sneezing or 2.0 0.5 1.5 coughing PC24. wash hands on using these tissues after coughing and sneezing and after using 2.0 0.5 1.5 the wastes PC25. ensure to use single use tissue and 2.0 0.5 1.5 dispose these tissues immediately PC26. coordinate for the provision of 2.0 0.5 1.5 adequate clean drinking water PC27. ensure to get appropriate vaccines 2.0 0.5 1.5 regularly PC28. avoid serving adulterated or 2.0 0.5 1.5 contaminated food PC29. undergo preventive health check- 2.0 0.5 1.5 ups at regular intervals PC30. take prompt treatment from the 1.5 0.5 1.0 doctor in case of illness PC31. have a general sense of hygiene and appreciation for cleanliness for the 1.0 0.5 0.5 benefit of self and the customers or local community

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Total Out Skills Performance Criteria Marks Theory of Practical (550) POINTS 50 15.5 34.5 TOTAL POINTS 50

Total Out Skills Performance Criteria Marks Theory of Practical (550) THC/N9907 50 PC1. assess the various work hazards 1.0 1.0 0.0 Maintain safety at PC2. take necessary steps to eliminate or 1.5 0.5 1.0 workplace minimize them PC3. suggest methods to improve the 1.5 0.5 1.0 existing safety procedures at the workplace PC4. analyse the causes of accidents at the 1.5 0.5 1.0 workplace PC5. suggest measures to prevent such 1.5 0.5 1.0 accidents from taking place PC6. take preventive measures to avoid risk of burns and other injury due to contact 1.5 0.5 1.0 with hot surfaces such as stoves, gas, fire, hot liquids, hot foods, hot oil, etc. PC7. be aware of the locations of fire 1.5 0.5 1.0 extinguishers, emergency exits, etc. PC8. practice correct emergency 1.5 0.5 1.0 procedures PC9. check and review the storage areas 1.5 0.5 1.0 frequently PC10. stack items in an organized way and use safe lifting techniques to reduce risk of 1.5 0.0 1.5 injuries from handling procedures at the storage areas PC11. ensure to be safe while using handling materials, tools, acids, chemicals, 1.5 0.5 1.0 detergents, etc. PC12. store these chemicals and acids in a well-ventilated and locked areas with 1.5 0.5 1.0 warning signs not to touch PC13. ensure safe techniques while 1.5 0.5 1.0 moving furniture and fixtures PC14. ensure to reduce risk of injury from use of mixers, slicers, grinders, heaters, 1.5 0.5 1.0 fridge, ironer and other electrical tools PC15. read the manufacturers manual 1.5 0.5 1.0 carefully before use of any equipment PC16. unplug the electrical equipment before performing housekeeping, cleaning 2.0 0.5 1.5 and maintenance to avoid injuries PC17. keep the floors free from water and 2.0 0.5 1.5 grease to avoid slippery surface PC18. ensure to use non-slip liquids and 1.5 0.5 1.0 waxes to polish and treat floors PC19. use rubber mats to the places where 2.0 0.5 1.5 floors are constantly wet

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Total Out Skills Performance Criteria Marks Theory of Practical (550) PC20. ensure safety from injuries of cuts to loss of fingers, while handling sharp tools 2.0 0.5 1.5 such as knives, needles, etc. PC21. use flat surfaces, secure holding and protective wear while using such sharp 2.0 0.5 1.5 tools PC22. use health and safety practices for storing, cleaning, and maintaining tools, 2.0 0.5 1.5 equipment, and supplies PC23. practice personal safety when lifting, 2.0 0.5 1.5 bending, or moving equipment and supplies PC24. ensure the workers have access to 1.0 0.0 1.0 first aid kit when needed PC25. ensure all equipment and tools are stored and maintained properly and safe to 1.5 0.5 1.0 use PC26. ensure to use personal protective equipment and safe wear like gloves, mask, headwear, footwear, glasses, goggles, etc. 1.5 0.5 1.0 for specific tasks and work conditions where required PC27. Ensure to display safety signs at places where necessary for people to be 1.0 0.0 1.0 cautious PC28. take all electrical precautions like insulated clothing, adequate equipment 1.5 0.5 1.0 insulation, dry work area, switch off the power supply when not required, etc. PC29. ensure availability of general health and safety equipment such as fire extinguishers, first aid equipment, safety 1.5 0.5 1.0 equipment, clothing, safety installations like fire exits, exhaust fans, etc. are available PC30. document all the first aid treatments, inspections, etc. conducted to keep track of 1.5 0.5 1.0 the safety measures undertaken PC31. comply with the established safety 1.0 0.5 0.5 procedures of the workplace PC32. report to the supervisor on any 0.5 0.0 0.5 problems and hazards identified PC33. ensure zero accident at workplace 0.5 0.0 0.5 PC34. adhere to safety standards and 1.0 0.5 0.5 ensure no material damage POINTS 50 15 35 TOTAL POINTS 50

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