Skills Framework for Food Services
A Guide to Occupations and Skills
PUBLISHED IN AUGUST 2017 Contents
About the Skills Framework 01
Food Services: A Transforming Landscape 02
Key Statistics 03
Employment Landscape 04
Employment Trends 06
Emerging Skills 08
Desired Attributes of Food Services Talents 09
Initiatives and Schemes 10
Food Services Career Tracks 13
Realise Your Potential - Take The Next Step Forward 15
Skills Map
• Beverage Service 17
• Food and Beverage Service 31
• Pastry and Baking 49
• Culinary Arts 63
• Central Kitchen Production 81
• Quality Assurance 93
• Research and Development 98
Supporting Organisations and Acknowledgements 101
Wage Information 103
Skills Framework for Food Services: Career Pathways 104
The information in this publication serves as a guide for individuals, employers and training providers. SkillsFuture Singapore, Workforce Singapore, and SPRING Singapore provide no warranty whatsoever about the contents of this document, and do not warrant that the courses of action mentioned in this document will secure employment, promotion, or monetary benefits.
PUBLISHED IN AUGUST 2017 About the Skills Framework
The Skills Framework is a SkillsFuture initiative developed for the Singapore workforce to promote skills mastery and lifelong learning. Jointly developed by SkillsFuture Singapore, Workforce Singapore and SPRING Singapore, together with employers, industry associations, education and training providers and unions, the Skills Framework for Food Services provides useful information on:
1 2 3 4 5
Sector and Career Occupations Existing and Training Food Services: A Transforming Landscape Employment Pathways and Job Roles Emerging Skills Programmes for Opportunities Skills Upgrading and Mastery The food services sector, comprising some 7,000 establishments and employs about 170,000 workers, contributes to 0.8% of Singapore’s gross domestic product. Growing affluence has led to demand for a DID YOU KNOW? greater variety of dine-out experiences, while a busier lifestyle calls for With the Skills Framework, individuals are equipped to make informed decisions about more quick-service and order-in options. The food scene in Singapore is career choices, as well as take responsibility for skills upgrading and career planning. also gaining recognition among global consumers, providing a boost to Whether it is Japanese fusion, our tourism industry, giving rise to new opportunities for food services artisan coffee and cupcakes, or companies venturing overseas. To meet the evolving needs of local local delights like carrot cake and consumers and capture a greater share of the global food and beverage chicken rice, Singapore boasts a market, the food services sector, with the support of government agencies, tantalising cosmopolitan spread. are working to enhance productivity and transform business models.
This has given Singapore a As the sector undergoes transformational changes through the use of reputation for being a vibrant automation and technology, businesses and workers at all levels will gastronomic hub that supports need to be re-skilled to acquire new, deeper knowledge and skills, with both domestic demand and the some job roles being enlarged or re-designed to meet the complex Assess Career Prepare for Find Avenues Renew, Upgrade tourism industry, and is crucial and growing needs of the sector. In a city where food plays an integral Interests Desired Jobs to Close Skills Gap and Deepen Skills towards driving the growth of the part of our culture, the food services sector offers new and exciting job Singapore economy. opportunities for individuals considering a career in the sector. • Discover • Understand • Identify • Plan for career employment skills and relevant training development / opportunities competencies programmes to transition 6% required equip oneself with Fast Food Outlets • Understand the required skills • Recognise skills 52% career pathways and competencies and competencies Others required for the • Recognise • Participate in intended job role personal attributes on-the-job training required opportunities • Identify training provided by programmes to companies upgrade and 6% deepen skills 36% Food Caterers Restaurants
Source: Food Print - Food Services Sectoral Manpower Plan 2016
1 2 Key Statistics Employment Landscape
The food services sector supports around 170,000 employees ranging from young adults to mature individuals. More than
More than $8.9 billion Profile of Employed Residents in Accommodation and Food Services, June 2015 5,000 in annual operating receipt enterprises
4% Aged 15-19
Around 7,000 establishments 14% Aged 20-29
14% Aged 30-39
More than 170,000 workers 48% Aged 50 & over
20% Aged 40-49
Source: Department of Statistics, 2015 Source: Comprehensive Labour Force Survey, Manpower Research & Statistics Department, Ministry of Manpower. SPRING’s Estimates, 2015
Note: Food Services sector excludes hawker stalls. Employment excludes self-employed persons.
3 4 Employment Trends
Jobs and Skills Pillar supporting the Food Services CURRENT MANPOWER NEW MANPOWER Industry Transformation Map (ITM) PROFILE PROFILE
Develop skilled and Reduced reliance productive workforce on non-PMET jobs Equip our food services workforce with the relevant skills outlined by the Skills Framework.
PMET 17%
NON-PMET Better jobs for all Drive sector transformation 83% through new and manpower efficient dining formats
Facilitate manpower-lean dining formats, such as ready-to-eat Stronger meals, food vending machines and 83% of employed Singaporean productive coffee shops, to serve residents in non-PMET jobs core more meal occasions without compromising quality and variety.
Improve Front- and There are various jobs that support the front-of-house (FoH) and back-of-house (BoH) functions of food Back-of-House efficiency and beverage outlets, as well as jobs that support the operation and growth of the food establishments. Occupations such as Waiters, Supervisors/Captains, Cooks, Chefs and Restaurant Managers form 74% Redesign jobs with the help of of occupations. technology-enabled operations.
At the FoH (i.e., customer-facing), on top of possessing basic skills in inventory management, staff may be expected to operate more complex systems such as manpower scheduling tools to assist in decision-making.
At the BoH (i.e., food preparation), more outlet chains are moving into central kitchens for economies of scale. Chefs who are redeployed to oversee large-scale production lines and ensure quality control and assurance would need to be trained in areas such as facilitating innovation and implementing change, and creating new process prototypes in Central Kitchen Operations. This change also paves the way for emerging roles like Research and Development Chefs and Food Technologists who hold specialist roles in the central kitchen.
5 6 Emerging Skills
EMERGING TRENDS SKILLS IN DEMAND
Get manpower-lean Innovation Ability to: To remain competitive amidst the ongoing manpower crunch, it is imperative to transform your food • Manage and review systems and processes services business to operate in an innovative and • Innovate with new culinary ingredients manpower-lean format. • Create new product prototypes and recipe formulation • Contribute to innovation process within own scope of work in business unit
To enhance operational efficiency and promote service innovation
Adopt productivity tools to improve operational efficiency Productivity Ability to: A food services business can improve its operational efficiency through the adoption of digital service (i.e., • Manage productivity improvement automation of the ordering and payment processes via tablets, mobile apps and kiosks), kitchen automation • Cultivate productivity and innovation mindset and centralised dishwashing. • Leverage technology for productivity and innovation • Manage high volume food production operations
To improve productivity and become more manpower-lean
Redesign jobs, reskill workforce, Job Redesign strengthen HR capabilities Ability to:
With productivity tools, job roles at both FoH and • Adopt digital services solution BoH will be redesigned, with fewer manual tasks and • Operate automated cooking equipment for greater focus on managing operational efficiencies and cooking food products customer experiences. Human resource capabilities also need to be strengthened to cultivate a quality • Develop service operations workforce. • Use essential features of a computer To maximise operational efficiency
7 8 Desired Attributes of Food Services Talents Initiatives and Schemes
The food services sector attracts talents with the following attributes: There are a range of initiatives and schemes available to both individuals and businesses to promote skills upgrading. From broad-based workshops to reskill workers across multiple tiers to work-learn programmes that provide fresh graduates with accelerated career progressions, food services professionals can expect support from various government agencies and statutory boards.
FOR INDIVIDUALS
Education and Career Guidance Skills-Based Modular Courses Education and Career Guidance (ECG) is A wide range of short, skills-focused modular about equipping students, as well as adults, courses relevant to industry needs to provide with the necessary knowledge, skills and Singaporeans with more opportunities to values to make informed education and acquire relevant skills. career decisions. With the help of trained ECG counsellors, students will be exposed to a wide range of education and career options, SkillsFuture Credit and given the opportunities to make informed Credit of $500 for all Singapore Citizens aged post-secondary education choices. 25 and above to defray costs for a wide range of skills-related courses to encourage skills Singaporeans in the workforce can benefit development and lifelong learning. from career coaching, employability skills workshops, networking sessions and more through the Workforce Singapore (WSG) Career Centres and the Employment and SkillsFuture Earn and Learn Programme Employability Institute (e2i). SkillsFuture Earn and Learn is a work-learn Service-oriented Passionate Team Player programme designed to give graduates Possesses a strong Possesses a desire to Possesses the ability to from the ITE and polytechnics a headstart in careers related to their discipline of study. service mindset to create continuously improve and stay work well with a diverse Enhanced Internships Suitable candidates will be matched with a a positive experience up-to-date with industry trends workforce with the common The Enhanced Internships are designed to job related to their field of study and undergo for customers and knowledge goal of providing quality provide students with a more meaningful structured on-the-job training and mentorship dining experience internship experience through more in participating companies, allowing them structured learning and support at the to gain industry experience and attain an workplace. Participating companies will industry-recognised certification concurrently. work closely with the Institute of Technical Education (ITE) and polytechnics to deliver a positive and meaningful internship experience for their interns. SkillsFuture Fellowships Monetary award of $10,000 to recognise Singapore Citizens with deep skills, who are Resilience Well-groomed Meticulous champions of lifelong learning, and committed Adapts to challenges Presents a pleasant and Pays attention to to contributing to the skills development of others. well in a fast-changing confident front when interacting detail and accuracy environment with customers
9 10 Initiatives and Schemes
SkillsFuture Mid-Career SkillsFuture Study Award Enhanced Subsidy The monetary award of $5,000 enables FOR INDIVIDUALS & EMPLOYERS Singaporeans aged 40 and above will receive adults in their early and mid-career to higher subsidies of up to 90% of course fees develop and deepen their skills in the food for over 8,000 SSG-supported courses and services sector. at least 90% of programme cost for Ministry of Education-subsidised full-time and part- time courses. MySkillsFuture Career Support Programme MySkillsFuture is a one-stop online portal Singapore Citizen Professionals, Managers, that enables Singaporeans to chart their own Executives and Technicians (PMETs), who are career and lifelong learning pathways, through made redundant and/or unemployed and actively access to industry information and tools to looking for jobs for 6 months or more can take on new jobs paying $3,600 or more with training, FOR EMPLOYERS search for training programmes to broaden and deepen skills. It incorporates the national to help them settle into the new job. Jobs Bank, presenting an integrated platform for users to access resources related to jobs, education and skills training. Reskilling for Jobs - Work Trial Individuals can gain experience through a short SkillsFuture Employer Awards Capability Development Grant (CDG) term work trial and be offered employment The SkillsFuture Employer Awards is a CDG supports SMEs in engaging HR P-Max where they can receive incentives of up to tripartite initiative that recognises employers consultants to build their capabilities across The Place-and-Train programme matches $5,100. Employers can assess a jobseeker’s who have made significant efforts in investing key HR areas to attract, develop and retain job-seeking Professionals, Managers, fit via a cost-free short term work stint before in their employees’ skills development and are their talent. CDG supports up to 70% funding Executives and Technicians (PMETs) to offering employment. strong advocates for SkillsFuture and building for qualifying expenses such as consultancy, suitable positions in SMEs, and assists a lifelong learning culture in their workplace. training, certification and equipment costs. SMEs to better recruit, train, manage and retain their newly-hired PMETs. SME Talent Programme The SME Talent Programme helps SMEs attract students from Universities, HR Diagnostic Tool SkillsFuture SME Mentors Programme Polytechnics and the Institute of Technical The HR Diagnostic tool is a starting point to The SkillsFuture SME Mentors Programme Professional Conversion Programme Education (ITE) by providing funding for assess how developed the SME’s HR practices aims to enhance the capabilities of SMEs in the The Professional Conversion Programme student internships and projects. SMEs and processes are. area of learning and development. Qualified is a placement programme that assists SkillsFuture SME Mentors will be deployed to PMETs in reskilling to switch careers, and may receive support for internships which have structured learning objectives aligned It provides a diagnosis of the state of the SMEs on a 9-month mentoring programme to take on new jobs that are in demand, and in to SkillsFuture Enhanced Internship SME’s HR practices and processes, identifies help diagnose learning and development gaps, industries with good career prospects. guidelines and include mentoring by strengths and areas of improvement. It provide guidance on developmental plans and supervisors. As a result, students can look then recommends and prioritises solutions upgrade the training capability of supervisors forward to meaningful internships and to enhance human capital capabilities for in SMEs. higher monthly stipends. business growth.
Initiatives and Schemes by: SkillsFuture Singapore Workforce Singapore SPRING Singapore
For more information on the initiatives and schemes, please visit www.skillsfuture.sg | www.wsg.gov.sg | www.spring.gov.sg
11 12 Food Services Career Tracks
FRONT-OF-HOUSE CENTRAL KITCHEN
BACK-OF-HOUSE
BEVERAGE FOOD AND PASTRY AND CULINARY CENTRAL KITCHEN QUALITY RESEARCH AND SERVICE BEVERAGE SERVICE BAKING ARTS PRODUCTION ASSURANCE DEVELOPMENT
Beverage Service Food and Beverage Pastry and Baking Culinary Arts Central Kitchen Production Quality Assurance (QA) is Research and Development (R&D) refers to the roles (F&B) Service roles are is a specialisation refers to the art of refers to the preparing another scope of work within occurs at the Central Kitchen. R&D that prepare the those responsible for within the category of preparation, cooking and processing of food at a the Central Kitchen. It works to comes in two main forms: first, to drinks that are served maintaining the quality food preparation and and presentation of central location before they ensure that the food prepared explore how new technology can to customers at food of food and service services. This sector food for meals. People are delivered to outlets. is of the same quality, so that improve processes, and second, to and beverage outlets. at F&B outlets. Roles is specifically involved working in the culinary there is consistency across the develop new and improved products. Beverage service include but are not in the area of creation arts, especially in different F&B outlets. may occur at a variety limited to management and production of establishments like of places, including of staff and budgeting baked goods. restaurants, are but not limited to at F&B outlets. usually called chefs restaurants, bars or cooks. and hotels.
13 14 Realise Your Potential - Take The Next Step Forward Skills Map
Now that you have some idea of what a career in the food services sector can offer and the available government initiatives and schemes to support your career goals, you are ready to take the next step!
NEW ENTRANTS EXPERIENCED PROFESSIONALS
Use the Skills Framework for Food Services to Use the Skills Framework for Food Services to find out about careers in the sector find out how to chart your career
UNDERSTAND the career PLAN for vertical career Beverage Service Pg. 17-30 Food and Beverage Service Pg. 31-48 pathways and the attributes progression within needed to take on a particular the track that you are occupation in the sector currently in, or for lateral career moves across the tracks
UNDERSTAND the skills and competencies required for the IDENTIFY skill gaps that job role and identify relevant you are lacking in your training programmes to help you current or next job role become a qualified personnel Pastry and Baking Pg. 49-62 Culinary Arts Pg. 63-80
IDENTIFY relevant training programmes
TRAINING PROGRAMMES
Programmes that equip new entrants Embark on with skills and knowledge for specific your career in occupations in the sector at their food services Lifelong learning for Central Kitchen Production Quality Assurance respective entry levels Pg. 81-92 Pg. 93-97 skills deepening to meet existing and emerging demands Programmes for experienced employees of the sector or individuals to broaden or deepen specific skills and knowledge for various occupations in the sector
For a list of training programmes available for the food services sector, please visit: www.skillsfuture.sg/skills-framework Research and Development Pg. 98-100
15 16 Beverage Service
OCCUPATIONS PAGE
Barista 19 Bartender 20 Wine Server/Wine Waiter (Commis Sommelier) 21 Barista Supervisor/Senior Barista 22 Bartender Supervisor 23 Wine Specialist (Demi Sommelier) 24 Head Barista 25 Head Bartender (Mixologist) 26 Sommelier 28 Head Sommelier 29 Group Beverage Manager 30 Barista/Trainer She has come to appreciate the challenges she faced, Operations Manager 45 as it has made her more empathetic to the students she (Head of Operations/Assistant Operations Director/Assistant F&B Director/Banquet Director) Josephine Teo meets. She observes that many students, especially Operations Director (F&B Director) 47 Bettr Barista Coffee Academy mature workers, seem to have the same fears she had at first: they are overly-cautious and worried about how Chief Executive Officer (Managing Director) 91 they perform. NO LIMITS TO LEARNING “It’s natural for anyone to be worried about learning Josephine Teo’s foray into the food services sector something new. But I think matured workers in particular started only in 2013 at the age of 48 when she first signed should view their experiences as an advantage as they up for the holistic training programme at the Bettr can understand and learn things faster, and are more Barista Coffee Academy. organised and efficient,” she says.
Her new career in food services took off quickly, but She believes that the Skills Framework is a useful guide for she is quick to add that it was not all a bed of roses. She anyone keen in developing skill mastery in a specialised recalls many challenges when she first began her barista field such as a Coffee Barista. The Framework enables training. After being away from school for so many years, Josephine to be aware of the specialised knowledge and it was not easy to learn about the different coffee beans, skills needed for this niche job role. For instance, a barista to calibrate coffee and create beautiful latte art. needs to provide customers with a positive experience while being able to solve problems and make decisions “I persisted because learning anything new requires at supervisory level, skills that many people don’t think commitment and patience,” Josephine explains. With are essential. As a trainer, knowing such information time and practice, barista work became part of her helps her customise and align her training programmes natural repertoire of skills. Seeing her potential, her to the national framework. In addition, capturing such job bosses encouraged her to broaden and deepen her skills roles under a national framework sends a strong signal and knowledge in barista work. She took it a step further that a barista is a recognised profession that involves by completing the WSQ Advanced Certificate in Training specialised knowledge and skills, beyond just making and Assessment (ACTA) and getting herself certified as a coffee. Josephine added, “This in turn professionalises barista trainer to share her knowledge and passion with the sector and job role, and enables the general public anyone who is keen to join the sector. to have a better appreciation and respect for the work that we do. It gives people a better understanding of the food services sector, the career development and opportunities, and in turn attracts new entrants and “... I think matured workers in particular enhance retention in the sector.” should view their experiences as an Looking back at her last four years in food services, she advantage as they can understand says: “I definitely did not expect to end up here. There is and learn things faster, and are more good progression and a promising future, and I am glad to organised and efficient.” be able to give back to others in my role as a trainer now.”
17 18 Barista Bartender
OCCUPATION DESCRIPTION OCCUPATION DESCRIPTION
The Barista takes responsibility for FoH operations, prepares a variety of coffee-based beverages and teas according to The Bartender is responsible for preparing and serving alcoholic and non-alcoholic drinks to customers. This includes their organisation’s unique recipes and procedures, and serves the drinks, along with pastries and cookies. He/she will being able to mix and match ingredients in order to create classic and innovative drinks in accordance with customers’ also recommend drinks to new customers, promote new recipes, keep the serving area neat and clean, keep equipment needs and expectations. He/she must set up the bar area at the start of a shift, fill glassware cabinets, load ice machines, and services fully operational by following operating instructions, troubleshoot breakdowns, and maintain inventories by and remove any clutter left by the previous shift. replenishing coffee bean/ tea bag supplies, pastries and cookies for coffee bar. He must be friendly, outgoing and possess good communication skills. He should be organised, and be able to think and act To provide customers with a positive experience, he should possess a friendly disposition, good communication skills and quickly and effectively while maintaining self-composure. be able to work in a team. He is expected to be able to accept working in a noisy environment and working with hazards. He is expected to work on a shift pattern to cover early mornings and late evenings, and may also need to work some weekends and public holidays. He should have the stamina to stay on his feet for long periods. SKILLS CATEGORIES SKILLS
SKILLS CATEGORIES SKILLS Analytical, Conceptual and Evaluative • Solve problems and make decisions at supervisory level
Analytical, Conceptual and Evaluative • Solve problems and make decisions at supervisory level Customer Experience • Establish relationships for customer confidence
Customer Experience • Establish relationships for customer confidence Food and Beverage Service • Interact with and serve F&B customers • Maintain F&B service environment Food and Beverage Service • Interact with and serve F&B customers • Prepare and serve alcoholic beverages • Maintain F&B service environment • Prepare and serve cold beverages • Prepare and serve cold beverages • Prepare for beverage service (mise en place) • Prepare and serve hot beverages • Understand and master cocktail components • Prepare for beverage service (mise en place) • Provide specialty coffee service Innovation • Manage productivity improvements
Innovation • Manage productivity improvements People and Relationship Management • Facilitate effective communication and engagement at the workplace • Facilitate effective work teams People and Relationship Management • Facilitate effective communication and engagement at the workplace • Facilitate effective work teams Quality • Supervise quality procedures
Quality • Supervise quality procedures Workplace Safety and Health • Maintain workplace safety and health policies and procedures
Workplace Safety and Health • Maintain workplace safety and health policies and procedures Workplace Safety and Hygiene • Follow F&B safety and hygiene policies and procedures
Workplace Safety and Hygiene • Follow F&B safety and hygiene policies and procedures
19 20 Wine Server/Wine Waiter Barista Supervisor/Senior Barista (Commis Sommelier) OCCUPATION DESCRIPTION
OCCUPATION DESCRIPTION The Barista Supervisor/Senior Barista prepares and coaches the preparation of coffee-based beverages, teas and food according to their organisation’s unique recipes and procedures. He/she will provide guidance and advice to the barista, The Wine Server/Wine Waiter (Commis Sommelier) serves wine, takes orders for wine, and/or merchandise and collect manage the barista’s work schedule, open and close the cafe, attend to walk-in customers promptly and manage inventory payment from customers. He/she will present wine menus to customers and answer questions about menu items, make and supplies. recommendations upon request, check with customers to ensure that they are enjoying their wine experience, and take action to correct any problems. He should possess substantial barista experience and coffee knowledge to supplement his ability to provide barista training to staff, and investigate and resolve complaints concerning quality and service to ensure positive customer service He must be customer service-oriented and be able to perform quality work efficiently with minimal supervision. in all areas.
He is expected to work flexible hours, and may also need to work on evenings, some weekends and public holidays. He must be well-organised and detail-oriented, maintain good morale and have a professional attitude.
He is expected to report potential safety hazards and all employee accidents to the Manager-On-Duty, as well as any operational inconsistencies. SKILLS CATEGORIES SKILLS
Analytical, Conceptual and Evaluative • Solve problems and make decisions at supervisory level SKILLS CATEGORIES SKILLS Customer Experience • Establish relationships for customer confidence Analytical, Conceptual and Evaluative • Solve problems and make decisions at managerial level Food and Beverage Service • Interact with and serve F&B customers • Prepare and serve wine Business Continuity Management • Execute crisis management plans • Prepare for beverage service (mise en place) Business Negotiation • Apply basic negotiation skills and techniques Innovation • Manage productivity improvements Communications • Articulate and discuss ideas People and Relationship Management • Facilitate effective communication and engagement at the workplace • Facilitate effective work teams Food and Beverage Service • Coordinate F&B service • Prepare and serve hot beverages Quality • Supervise quality procedures • Provide quality control for service • Provide specialty coffee service Workplace Safety and Health • Maintain workplace safety and health policies and procedures • Supervise bar service
Workplace Safety and Hygiene • Follow F&B safety and hygiene policies and procedures Information and Results • Manage service performance
Innovation • Manage productivity improvements
Leadership • Be a role model of the service vision
People and Relationship Management • Coach for service performance • Develop a work team • Lead workplace communication and engagement • Manage a diverse service environment • Supervise, motivate and empower staff
People Development • Conduct orientation and training
Personal Management • Develop self to maintain professional competence at supervisory level and Development
Planning and Implementation • Maintain inventories • Manage operations for service excellence
Quality • Manage quality system and processes
Sales and Marketing • Maintain displays
Site/Outlet and • Implement site/outlet and equipment maintenance plans Equipment Management
Workplace Safety and Health • Manage workplace safety and health system
21 22 Bartender Supervisor Wine Specialist (Demi Sommelier) OCCUPATION DESCRIPTION
The Bartender Supervisor ensures that the customer receives the highest quality of services by assisting in the OCCUPATION DESCRIPTION operational running of the bar and ensuring that bartenders are fulfilling their duties to the best of their abilities. He/she will provide excellent customer service, maintain high standards of hygiene, health and safety, and maintain The Wine Specialist (Demi Sommelier) is responsible for managing and supervising the wine and gourmet foods strict stock and financial control. department, inventory, in-stock position, pricing integrity, merchandising, labour, and other operational processes to meet organisation standards. He/she must follow the organisation sales and production planning standards, and should ensure He should have high standards of honesty and integrity, possess an outgoing personality and be able to deal calmly and that the department achieves the standards and performance as outlined in the work plan. He will also ensure that all new confidently with a diverse range of customers. wine servers/wine waiters receive proper training and supervision, and correct ordering, receiving, unloading, storage, and rotation of merchandise and the building of displays. He is expected to work on a shift pattern to cover early mornings and late evenings, and may also need to work on some weekends and public holidays. He should provide quality customer service, and have high levels of planning and organisational skills. He is expected to observe punctuality and reliability, and be able to work both independently and in a team environment.
SKILLS CATEGORIES SKILLS He normally works a shift system, including evenings, weekends and holidays. He is expected to spend most of his time performing FoH duties, working between customers’ tables and the bar area. Analytical, Conceptual and Evaluative • Solve problems and make decisions at managerial level
Business Continuity Management • Execute crisis management plans SKILLS CATEGORIES SKILLS
Business Negotiation • Apply basic negotiation skills and techniques Analytical, Conceptual and Evaluative • Solve problems and make decisions at managerial level Communications • Articulate and discuss ideas Business Continuity Management • Execute crisis management plans Food and Beverage Service • Coordinate F&B service • Prepare and serve alcoholic beverages Business Negotiation • Apply basic negotiation skills and techniques • Prepare and serve wine Communications • Articulate and discuss ideas • Provide quality control for service • Supervise bar service Food and Beverage Service • Coordinate F&B service • Understand and master cocktail components • Prepare and serve alcoholic beverages • Prepare and serve wine Information and Results • Manage service performance • Provide quality control for service Innovation • Manage productivity improvements • Supervise bar service • Understand new world wine producing countries Leadership • Be a role model of the service vision • Understand old world wine producing countries • Understand sparkling, sweet and fortified wines People and Relationship Management • Coach for service performance • Understand viticulture, vinification and wine packaging • Develop a work team • Lead workplace communication and engagement Information and Results • Manage service performance • Manage a diverse service environment • Supervise, motivate and empower staff Innovation • Manage productivity improvements
People Development • Conduct orientation and training Leadership • Be a role model of the service vision
Personal Management • Develop self to maintain professional competence at supervisory level People and Relationship Management • Coach for service performance and Development • Develop a work team • Lead workplace communication and engagement Planning and Implementation • Maintain inventories • Manage a diverse service environment • Manage operations for service excellence • Supervise, motivate and empower staff
Quality • Manage quality system and processes People Development • Conduct orientation and training
Sales and Marketing • Maintain displays Personal Management • Develop self to maintain professional competence at supervisory level and Development Site/Outlet and • Implement site/outlet and equipment maintenance plans Equipment Management Planning and Implementation • Maintain inventories • Manage operations for service excellence Workplace Safety and Health • Manage workplace safety and health system Quality • Manage quality system and processes
Sales and Marketing • Maintain displays
Site/Outlet and • Implement site/outlet and equipment maintenance plans Equipment Management
Workplace Safety and Health • Manage workplace safety and health system
23 24 Head Barista Head Bartender (Mixologist) OCCUPATION DESCRIPTION
The Head Barista is responsible for all aspects of the coffee bar. He/she should be capable of completing all daily OCCUPATION DESCRIPTION operations of the coffee bar. This includes customer service, preparing and presenting of beverages and information, operational procedures, merchandising, payroll, scheduling, ordering, and managing sales and profitability. The Head Bartender (Mixologist) is responsible for providing the highest level of hospitality when preparing and serving alcoholic and non-alcoholic beverages. He/she will perform all necessary tasks to serve alcoholic and non-alcoholic He should have excellent communication and teaching skills, keep a calm, mature, and professional demeanour when beverages according to the organisation’s standard, and conduct weekly training sessions on beverage pouring practice, needed, and possess a proactive approach to problem-solving and staff management. cocktail mixing, bottle flaring and up-selling. He must achieve total customer satisfaction and organisational profitability through effective utilisation of all resources, and work towards the timely set up of the bar areas and the completion of all mise en place works in line with the opening hours. SKILLS CATEGORIES SKILLS He should have excellent customer service and possess interpersonal skills. He is expected to be well groomed with an outgoing and friendly attitude, and a high aptitude for customer care. He should also be a hands-on and proactive person, Analytical, Conceptual and Evaluative • Apply systems thinking in problem-solving and decision-making be able to work well under pressure in a fast paced environment and be a great team player who thrives in working with a Business Continuity Management • Manage and implement business continuity plans multi-cultural team and customers alike. • Manage crisis situations He is expected to work on a shift pattern to cover early mornings and late evenings, and may also need to work on some Business Negotiation • Participate in dispute resolution weekends and public holidays. • Participate in negotiations
Change Management • Lead team to implement change SKILLS CATEGORIES SKILLS Communications • Identify and establish internal and external stakeholder relationships Analytical, Conceptual and Evaluative • Apply systems thinking in problem-solving and decision-making Food and Beverage Production • Manage cost and quality controls • Manage F&B operations Business Continuity Management • Manage and implement business continuity plans • Manage crisis situations Food and Beverage Service • Analyse alcoholic beverage business • Manage customer service Business Negotiation • Participate in dispute resolution • Understand cuisines and cultures of the world • Participate in negotiations
Information and Results • Analyse service quality and customer satisfaction Change Management • Lead team to implement change
Innovation • Contribute to innovation process within own scope of work in the business unit Communications • Identify and establish internal and external stakeholder relationships • Foster service innovation Food and Beverage Production • Manage cost and quality controls Leadership • Lead with service vision • Manage F&B operations
People and Relationship Management • Manage cross functional and culturally diverse teams Food and Beverage Service • Analyse alcoholic beverage business • Optimise workforce for service excellence • Manage customer service • Prepare and serve cocktails and mocktails People Development • Conduct staff performance assessment process • Prepare molecular mixology beverages • Develop and motivate team members through capability development • Understand and analyse spirits • Manage training • Understand and master cocktail components • Understand cuisines and cultures of the world Personal Management • Develop self to maintain professional competence at managerial level and Development Information and Results • Analyse service quality and customer satisfaction
Planning and Implementation • Administer purchasing and receiving procedures Innovation • Contribute to innovation process within own scope of work in the business unit • Implement loss/risk prevention • Foster service innovation • Provide information for management decision making Leadership • Lead with service vision Project Management • Implement project administration processes People and Relationship Management • Manage cross functional and culturally diverse teams Risk Management • Facilitate compliance with legislative and regulatory requirements • Optimise workforce for service excellence • Manage compliance with F&B hygiene policies and procedures People Development • Conduct staff performance assessment process Site/Outlet and • Manage site/outlet and equipment maintenance • Develop and motivate team members through capability development Equipment Management • Manage training
25 26 Head Bartender Sommelier (Mixologist) OCCUPATION DESCRIPTION
SKILLS CATEGORIES SKILLS The Sommelier possesses in-depth knowledge of wine and uses it in a variety of settings. The sommelier typically creates wine lists, orders wines, and maintains and rotates wine stock. He/she also makes wine suggestions to go with particular types of food, based on their knowledge of wine pairing, or suggests wines based on customers’ taste preferences. He is Personal Management • Develop self to maintain professional competence at managerial level also responsible for training wait staff on wine, often by conducting wine tastings. and Development He/she must be passionate about wine, possess good communication and interpersonal skills, and be a good team player Planning and Implementation • Administer purchasing and receiving procedures with a strong commitment to customer service. • Implement loss/risk prevention • Provide information for management decision making He normally works on a shift system, including evenings, weekends and holidays. Project Management • Implement project administration processes
Risk Management • Facilitate compliance with legislative and regulatory requirements SKILLS CATEGORIES SKILLS • Manage compliance with F&B hygiene policies and procedures
Site/Outlet and • Manage site/outlet and equipment maintenance Analytical, Conceptual and Evaluative • Apply systems thinking in problem-solving and decision-making Equipment Management Business Continuity Management • Manage and implement business continuity plans • Manage crisis situations
Business Negotiation • Participate in dispute resolution • Participate in negotiations
Change Management • Lead team to implement change
Communications • Identify and establish internal and external stakeholder relationships
Food and Beverage Production • Manage cost and quality controls
Food and Beverage Service • Analyse alcoholic beverage business • Manage customer service • Manage wine business • Prepare and serve wine • Understand cuisines and cultures of the world • Understand new world wine producing countries • Understand old world wine producing countries • Understand sparkling, sweet and fortified wines • Understand viticulture, vinification and wine packaging
Information and Results • Analyse service quality and customer satisfaction
Innovation • Contribute to innovation process within own scope of work in the business unit • Foster service innovation
Leadership • Lead with service vision
People and Relationship Management • Manage cross functional and culturally diverse teams • Optimise workforce for service excellence
People Development • Conduct staff performance assessment process • Develop and motivate team members through capability development • Manage training
Personal Management • Develop self to maintain professional competence at managerial level and Development
Planning and Implementation • Administer purchasing and receiving procedures • Implement loss/risk prevention • Provide information for management decision making
Project Management • Implement project administration processes
Risk Management • Facilitate compliance with legislative and regulatory requirements • Manage compliance with food and beverage hygiene policies and procedures
27 28 Head Sommelier Group Beverage Manager
OCCUPATION DESCRIPTION OCCUPATION DESCRIPTION
The Head Sommelier is responsible for the wine education of all Food Services colleagues, sourcing new products and The Group Beverage Manager acts as a key point of contact between the beverage team and other FoH operations, and keeping up to date with offers as well as customers’ tastes and requirements. He/she will control and maintain stock bears responsibility for the smooth running of all F&B outlets, including its profit generation. He/she will lead, train and levels in the main cellar and in the outlets as well as maximise sales, identify opportunities and create a wine culture in the develop a team of sommeliers, bartenders and relevant staff supporting the beverage business function, to ensure delivery organisation in order to enhance revenues. of excellent standards of service in accordance to organisational procedures.
He should be able to demonstrate exceptional service standards, and has a keen eye for detail and the ability to build He should have experience in resolving customer issues/complaints as well as demonstrate overall excellent customer rapport and long term relationships with customers. service. He should possess solid time management, organisation and prioritisation skills as well as strong communication and interpersonal skills. He normally works a shift system, including evenings, weekends and holidays. He should have the stamina to stay on his feet for long periods of time, spend most of his time performing FoH duties, working between customers’ tables and the He normally works a shift system, including evenings, weekends and holidays. bar area.
SKILLS CATEGORIES SKILLS SKILLS CATEGORIES SKILLS Business Continuity Management • Direct management of crisis situations Analytical, Conceptual and Evaluative • Apply systems thinking in problem-solving and decision-making • Integrate business continuity management into organisation’s operations
Business Continuity Management • Manage and implement business continuity plans Business Negotiation • Manage and direct negotiations • Manage crisis situations Change Management • Facilitate innovation and lead team leaders to implement change Business Negotiation • Participate in dispute resolution • Participate in negotiations Communications • Manage programmes and activities to enhance stakeholder relationships
Change Management • Lead team to implement change Finance • Develop and implement budgets
Communications • Identify and establish internal and external stakeholder relationships Food and Beverage Production • Manage cost and quality controls • Manage F&B operations Food and Beverage Production • Develop menus • Manage cost and quality controls Food and Beverage Service • Analyse alcoholic beverage business • Manage F&B operations • Design restaurant concepts • Manage customer service Food and Beverage Service • Analyse alcoholic beverage business • Manage customer service Innovation • Champion service innovation • Manage wine business • Innovate the customer experience • Understand cuisines and cultures of the world • Leverage technology for productivity and innovation • Manage innovation in the business function Information and Results • Analyse service quality and customer satisfaction People Development • Develop team leaders through capability development and coaching Innovation • Contribute to innovation process within own scope of work in the business unit • Manage training • Foster service innovation Personal Management • Develop self to maintain professional competence at senior management level Leadership • Lead with service vision and Development
People and Relationship Management • Manage cross functional and culturally diverse teams Planning and Implementation • Develop service operations • Optimise workforce for service excellence • Foster entrepreneurship • Manage and review systems and processes People Development • Conduct staff performance assessment process • Manage external service providers • Develop and motivate team members through capability development • Manage training Project Management • Conduct project after-action review
Personal Management • Develop self to maintain professional competence at managerial level Risk Management • Manage and monitor the operation of compliance management requirements and system and Development • Manage compliance with food and beverage hygiene policies and procedures • Manage loss/risk prevention Planning and Implementation • Administer purchasing and receiving procedures • Manage risk across business units • Implement loss/risk prevention • Operationalise and manage corporate governance policy for the business unit • Provide information for management decision making Sales and Marketing • Foster e-business in F&B Project Management • Implement project administration processes • Manage revenue management • Optimise sales Risk Management • Facilitate compliance with legislative and regulatory requirements • Manage compliance with F&B hygiene policies and procedures Site/Outlet and • Manage site/outlet and equipment maintenance Equipment Management Site/Outlet and • Manage site/outlet and equipment maintenance Equipment Management
29 30 Food and Beverage Service
OCCUPATIONS PAGE
Runner (Busser/Food Checker) 33 Server (Waiter/Waitress) 34 Service Crew 35 Host/Hostess (Guest Relations Officer) 36 Crew Leader (Captain/Team Leader) 37 Service Supervisor 38 (F&B Supervisor/Floor Manager/Shift Manager/Head Waiter) Executive 39 (F&B Executive/Restaurant Executive/Banquet Executive/Management Trainee) Assistant Outlet Manager (Asst Restaurant Manager/Asst Store Manager/ 40 Asst Bar Manager/Asst Banquet Manager/Asst Room Service Manager) two outlets as well as their catering business. Overseeing Outlet Manager General Manager 42 10 managers, his role includes, but is not limited to, (Restaurant Manager/Store Manager/Bar Manager/Banquet Manager/Room Service Manager) sales, and coordinating large-scale events like banquets – the biggest of which was a lunch for 10,000 people. Multi-Outlet Manager Jageer Singh 44 (Area Manager/District Manager/F&B Manager) Riverwalk Tandoor He believes that much of what he has achieved has been Operations Manager due to his positive attitude, humility and willingness 45 THE ROAD TO SUCCESS BEGINS WITH HARD WORK (Head of Operations/Asst Operations Director/Asst F&B Director/Banquet Director) to work hard. He recalls, “I wasn’t calculative with the Jageer Singh’s foray into the food services (F&B) sector hours I worked, and I made every effort to finish my daily Operations Director (F&B Director) 47 began in 2005 as a waiter at Harry’s Bar. Fresh out of tasks and tried to please the customers, even if that Chief Executive Officer (Managing Director) 91 national service, Jageer recalls a tough first few days meant I had to work overtime.” of work and having almost zero patience when dealing with customers. Ever optimistic, he persevered, and as His work ethic did not go unnoticed by his supervisors, he improved his communication skills, he quickly fell in who were willing to mentor him, and gave him added love with the food services sector and how it offered him responsibilities that helped him in his personal a chance to meet people from all walks of life. development. While he believes some things can only be learned on the job, he is excited to see that the Skills After a month, his improved work performance was Framework for Food Services has clearly defined job recognised and he was promoted to assistant bartender. roles and possible job choices, so individual employees Just three months after that, he became a full-fledged are clear about how to reach their career goals. “The bartender with the establishment. career pathway helps staff identify the relevant skills needed to advance in their career. In my current role as a It has been 12 years since, and Jageer has steadily climbed General Manager, the Skills Framework is a good guide the ranks to become General Manager at Riverwalk for me to assess my team, plan their training and chart Tandoori. Today, he manages the operations of the group’s their career development.” Looking back at his journey, Jageer is grateful for the opportunities the food services sector has given him. “The career pathway helps staff He observes that in addition to the official learning channels, the sector has provided him with a constant identify the relevant skills needed to opportunity to learn on the job and hone his skills in advance in their career. In my current areas such as communication and planning. His advice role as a General Manager, the Skills to those interested in joining the sector, “If you can show your worth to the company, you will be able to scale Framework is a good guide for me to greater heights.” assess my team, plan their training and chart their career development.”
31 32 Runner Server (Busser/Food Checker) (Waiter/Waitress)
OCCUPATION DESCRIPTION OCCUPATION DESCRIPTION
The Runner (Busser/Food Checker) is responsible for serving F&B with exceptional service to customers, and bussing and The Server (Waiter/Waitress) is the main point of contact between the restaurant and its customers. He/she is responsible setting tables as needed. This includes ensuring that all dishes match the order ticket including modifications and special for presenting them with the menu, taking orders, answering questions on meal items, making food recommendations requests, and delivering the correct food to the corresponding tables. when requested, and serving the food and/or beverages. He also performs cashiering duties, which include preparing bills that itemise total meal costs and sales taxes. He/she is also responsible for computing food or beverage service bills, verifying completeness of customer orders, and operating machines similar to cash registers to compute charges. He must be able to work under pressure to serve customers quickly and efficiently, and be courteous, tactful, and attentive in dealing with customers in all circumstances. He will also work well with kitchen staff to ensure that customers receive He needs to be neatly groomed, clean and polite. He is part of the restaurant’s team, so having a team-player attitude is ideal. prompt service.
SKILLS CATEGORIES SKILLS SKILLS CATEGORIES SKILLS
Food and Beverage Production • Maintain quality control procedures Analytical, Conceptual and Evaluative • Solve problems and make decisions at operations level
Food and Beverage Service • Maintain F&B service environment Customer Experience • Contribute to customer service over various platforms • Prepare for service (mise en place) • Project a positive and professional image • Provide buffet service • Provide go-the-extra-mile service • Respond to service challenges Innovation • Engage in service innovation initiatives Food and Beverage Production • Maintain quality control procedures People and Relationship Management • Communicate and relate effectively at the workplace • Work in a team Food and Beverage Service • Interact with and serve F&B Customers • Maintain F&B service environment Workplace Safety and Health • Comply with workplace safety and health policies and procedures • Prepare for service (mise en place)
Workplace Safety and Hygiene • Follow F&B safety and hygiene policies and procedures Infocomm Technology • Use essential features of a computer • Use primary functions and applications of a tablet
Innovation • Cultivate a productivity and innovative mindset
Leadership • Demonstrate the service vision
People and Relationship Management • Work in a diverse service environment
Planning and Implementation • Implement operations for service excellence
Workplace Safety and Health • Provide safety and security for customers
Workplace Safety and Hygiene • Follow F&B safety and hygiene policies and procedures
33 34 Service Crew Host/Hostess (Guest Relations Officer) OCCUPATION DESCRIPTION
The Service Crew is responsible for taking customers’ orders in a restaurant setting, answering questions on meal items, OCCUPATION DESCRIPTION making recommendations on meal bundles, serving food/beverages to customers, and performing cashiering duties. At times, the service crew may also be required to prepare food. The Host/Hostess (Guest Relations Officer) is responsible for greeting arriving customers, welcoming them into the establishment, and appointing a server/waiter to the customer. He/she is also responsible for estimating wait times for He/she should have a pleasant personality, be able to work under pressure, and maintain an adequate energy level. customers, monitoring the guest waiting list, and ensuring that the needs of the customers are met while they are waiting.
When required, he is expected to perform the tasks of a Waiter to bring dishes to customers, and help in clearing and SKILLS CATEGORIES SKILLS setting tables.
He should demonstrate a cheerful and friendly attitude, and possess great communication skills and a passion for quality Analytical, Conceptual and Evaluative • Solve problems and make decisions at operations level customer service. Customer Experience • Contribute to customer service over various platforms • Project a positive and professional image • Provide go-the-extra-mile service SKILLS CATEGORIES SKILLS • Respond to service challenges Analytical, Conceptual and Evaluative • Solve problems and make decisions at supervisory level Food and Beverage Production • Maintain F&B production environment • Maintain quality control procedures Customer Experience • Establish relationships for customer confidence
Food and Beverage Service • Interact with and serve F&B Customers Food and Beverage Service • Interact with and serve F&B Customers • Maintain F&B service environment • Perform hosting duties • Prepare for service (mise en place) • Process payments Innovation • Manage productivity improvements • Provide counter/take-away service People and Relationship Management • Facilitate effective communication and engagement at the workplace Infocomm Technology • Use essential features of a computer • Facilitate effective work teams • Use primary functions and applications of a tablet Quality • Supervise quality procedures Innovation • Cultivate a productivity and innovative mindset Workplace Safety and Health • Maintain workplace safety and health policies and procedures Leadership • Demonstrate the service vision
People and Relationship Management • Work in a diverse service environment
Planning and Implementation • Implement operations for service excellence
Workplace Safety and Hygiene • Follow F&B safety and hygiene policies and procedures
Workplace Safety and Health • Provide safety and security for customers
35 36 Crew Leader Service Supervisor (Captain/Team Leader) (F&B Supervisor/Floor Manager/Shift Manager/ Head Waiter) OCCUPATION DESCRIPTION
The Crew Leader (Captain/Team Leader) is responsible for supervising staff working the floor, assigning their work OCCUPATION DESCRIPTION stations and resolving work-related problems. He/she oversees reservations and ensures the shift runs smoothly. He normally holds this position in fast food restaurants and mid-range restaurants. The Service Supervisor (F&B Supervisor/Floor Manager/Shift Manager/Head Waiter) leads and ensures service standards, food hygiene and safety standards are upheld by the team on each shift. In special occasions such as service for a large private party, he takes on further responsibilities to issue instructions to wait staff and the kitchen, and coordinate orders when the room becomes busy. 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 resolving them in a positive and professional way. When required, he He should possess excellent organisational skills with the ability to plan own workload, manage multiple tasks and oversees reservations and assigns work stations to staff. He also performs administrative tasks such as managing payroll priorities, and work in a high production volume environment. He should also possess excellent customer facing skills with and writing budgets. a focus on service recovery, and be able to form effective working relationships with other team members with the ability to lead and motivate. He should possess good communication skill, and be able to interact well with his staff and customers with the diplomacy to defuse anger, collect accurate information and to resolve problems.
SKILLS CATEGORIES SKILLS SKILLS CATEGORIES SKILLS Analytical, Conceptual and Evaluative • Solve problems and make decisions at supervisory level Analytical, Conceptual and Evaluative • Solve problems and make decisions at managerial level Customer Experience • Establish relationships for customer confidence Business Continuity Management • Execute crisis management plans Food and Beverage Service • Interact with and serve F&B Customers • Provide quality control for service Business Negotiation • Apply basic negotiation skills and techniques
Innovation • Manage productivity improvements Communications • Articulate and discuss ideas
People and Relationship Management • Facilitate effective communication and engagement at the workplace Food and Beverage Service • Coordinate F&B service • Facilitate effective work teams • Provide quality control for service • Supervise bar service Quality • Supervise quality procedures Information and Results • Manage service performance Workplace Safety and Health • Maintain workplace safety and health policies and procedures Innovation • Manage productivity improvements
Leadership • Be a role model of the service vision
People and Relationship Management • Coach for service performance • Develop a work team • Lead workplace communication and engagement • Manage a diverse service environment • Supervise, motivate and empower staff
People Development • Conduct orientation and training
Personal Management • Develop self to maintain professional competence at supervisory level and Development
Planning and Implementation • Maintain inventories • Manage operations for service excellence
Quality • Manage quality system and processes
Sales and Marketing • Maintain displays
Site/Outlet and • Implement site/outlet and equipment maintenance plans Equipment Management
Workplace Safety and Health • Manage workplace safety and health system
Workplace Safety and Hygiene • Conduct F&B hygiene audit
37 38 Executive Assistant Outlet Manager (F&B Executive/Restaurant Executive/ (Asst Restaurant Manager/Asst Store Manager/ Banquet Executive/Management Trainee) Asst Bar Manager/Asst Banquet Manager/ Asst Room Service Manager) OCCUPATION DESCRIPTION
The Executive (F&B Executive/Restaurant Executive/Banquet Executive/Management Trainee) assists in implementing OCCUPATION DESCRIPTION business plans and staff control, handling people issues, and performing store-level support functions including customer service, scheduling, day-to-day operations, cashiering, loss prevention, maintenance, and back office support. He/she is The Assistant Outlet Manager (Asst Restaurant Manager/Asst Store Manager/Asst Bar Manager/Asst Banquet Manager/ in charge of banquet operations, training of staff, and ensures that they are equipped with the necessary skills to provide Asst Room Service Manager) implements business plans relating to staff control, handles people issues, performs excellent customer service. store-level support functions including customer service, scheduling, day-to-day operations, cashiering, loss prevention, maintenance, and back office support. He/she is responsible for the recruitment, training and motivating staff, and He should be a passionate, energetic and self-motivated individual who can deliver exceptional performance. He needs to assisting the outlet manager in day-to-day activities of an outlet. be meticulous, and possess good administration skills, strong interpersonal skills and the ability to work with others. He should be well-groomed with an outgoing and friendly attitude, be able to work well under pressure in a fast paced environment, and be a great team player who thrives in working with a multi-cultural team and customers.
SKILLS CATEGORIES SKILLS SKILLS CATEGORIES SKILLS Analytical, Conceptual and Evaluative • Solve problems and make decisions at managerial level Analytical, Conceptual and Evaluative • Apply systems thinking in problem-solving and decision-making Business Continuity Management • Execute crisis management plans Business Continuity Management • Manage and implement business continuity plans Business Negotiation • Apply basic negotiation skills and techniques • Manage crisis situations Communications • Articulate and discuss ideas Business Negotiation • Participate in dispute resolution • Participate in negotiations Customer Experience • Managing the customer experience • Service quality and professional etiquette Change Management • Lead team to implement change Food and Beverage Production • Maintain halal certification requirements Communications • Identify and establish internal and external stakeholder relationships Food and Beverage Service • Provide quality control for service Customer Experience • Manage the customer experience • Maintain service quality and professional etiquette Information and Results • Manage service performance Finance • Monitor income and expenses Innovation • Manage productivity improvements Food and Beverage Production • Maintain halal certification requirements Leadership • Role model the service vision Food and Beverage Service • Provide quality control for service People and Relationship Management • Coach for service performance • Supervise bar service • Develop a work team • Lead workplace communication and engagement Information and Results • Analyse service quality and customer satisfaction • Manage a diverse service environment • Supervise, motivate and empower staff Innovation • Contribute to innovation process within own scope of work in the business unit • Foster service innovation People Development • Conduct orientation and training Leadership • Lead with service vision Personal Management • Develop self to maintain professional competence at supervisory level and Development People and Relationship Management • Manage cross functional and culturally diverse teams • Optimise workforce for service excellence Planning and Implementation • Maintain inventories • Manage operations for service excellence People Development • Conduct orientation and training • Conduct staff performance assessment process Quality • Manage quality system and processes • Develop and motivate team members through capability development Sales and Marketing • Maintain displays • Manage training
Site/Outlet and • Implement site/outlet and equipment maintenance plans Equipment Management
Workplace Safety and Health • Manage workplace safety and health system
39 40 Assistant Outlet Manager Outlet Manager (Asst Restaurant Manager/Asst Store Manager/ (Restaurant Manager/Store Manager/Bar Manager/ Asst Bar Manager/Asst Banquet Manager/ Banquet Manager/ Room Service Manager) Asst Room Service Manager) OCCUPATION DESCRIPTION
The Outlet Manager (Restaurant Manager/Store Manager/Bar Manager/Banquet Manager/Room Service Manager) bears SKILLS CATEGORIES SKILLS the overall responsibility for the profitability of the chain restaurant outlet. He/she performs outlet-level support functions, such as customer service, scheduling, handling day-to-day operations, cashiering, closing of the till, ordering inventory, Personal Management • Develop self to maintain professional competence at managerial level and back office support. and Development He oversees the recruitment, training and motivation of staff, and maintains quality control, hygiene, and health and safety Planning and Implementation • Administer purchasing and receiving procedures standards in the dining area. This includes managing inventories and interacting with customers, wait staff and support • Implement loss/risk prevention employees to maximise revenue generation and consistently enhancing the customer experience. • Provide information for management decision making He needs to be diligent, dedicated, and enthusiastic, possess exceptional interpersonal skills, and be someone who is able Project Management • Implement project administration processes to maintain composure in stressful situations. Risk Management • Facilitate compliance with legislative and regulatory requirements
Site/Outlet and • Manage site/outlet and equipment maintenance SKILLS CATEGORIES SKILLS Equipment Management
Workplace Safety and Hygiene • Conduct F&B hygiene audit Analytical, Conceptual and Evaluative • Apply systems thinking in problem-solving and decision-making
Business Continuity Management • Manage and implement business continuity plans • Manage crisis situations
Business Negotiation • Participate in dispute resolution • Participate in negotiations
Change Management • Lead team to implement change
Communications • Identify and establish internal and external stakeholder relationships
Customer Experience • Manage the customer experience • Maintain service quality and professional etiquette
Finance • Monitor income and expenses
Food and Beverage Production • Manage cost and quality controls • Manage F&B operations
Food and Beverage Service • Manage customer service
Information and Results • Analyse service quality and customer satisfaction
Innovation • Contribute to innovation process within own scope of work in the business unit • Foster service innovation
Leadership • Lead with service vision
People and Relationship Management • Manage cross functional and culturally diverse teams • Optimise workforce for service excellence
People Development • Conduct staff performance assessment process • Develop and motivate team members through capability development • Manage training
41 42 Outlet Manager Multi-Outlet Manager (Restaurant Manager/Store Manager/Bar Manager/ (Area Manager/District Manager/F&B Manager) Banquet Manager/Room Service Manager) OCCUPATION DESCRIPTION
The Multi-Outlet Manager (Area Manager/District Manager/F&B Manager) contributes to strategic business planning SKILLS CATEGORIES SKILLS and operations, and is responsible for the monthly financial performance and day-to-day operations of the outlets under his/her purview. He is often involved in the process of recruiting and hiring team members, conducting performance Personal Management • Develop self to maintain professional competence at managerial level evaluations, and leading and directing the growth of all outlets. and Development He should be organised, open-minded and creative, and be a self-starter with a positive ‘can do’ attitude to get the job Planning and Implementation • Administer purchasing and receiving procedures done more effectively and efficiently. He must also be able to work in a fast paced environment. • Implement loss/risk prevention • Provide information for management decision making
Project Management • Implement project administration processes SKILLS CATEGORIES SKILLS
Risk Management • Facilitate compliance with legislative and regulatory requirements Business Continuity Management • Direct management of crisis situations • Manage compliance with F&B hygiene policies and procedures • Integrate business continuity management into organisation’s operations Site/Outlet and • Manage site/outlet and equipment maintenance Equipment Management Business Negotiation • Manage and direct negotiations
Change Management • Facilitate innovation and lead team leaders to implement change
Communications • Manage programmes and activities to enhance stakeholder relationships
Finance • Develop and implement budgets
Food and Beverage Production • Oversee cost controlling and food purchasing activities • Plan and develop menus for food service establishments
Food and Beverage Service • Design restaurant concepts • Manage customer service
Innovation • Champion service innovation • Innovate the customer experience • Leverage technology for productivity and innovation • Manage innovation in the business function
People Development • Develop team leaders through capability development and coaching
Personal Management • Develop self to maintain professional competence at senior management level and Development
Planning and Implementation • Comply with legal requirements • Develop service operations • Foster entrepreneurship • Manage and review systems and processes • Manage external service providers
Project Management • Conduct project after-action review
Risk Management • Manage and monitor the operation of compliance management requirements and system • Manage compliance with F&B hygiene policies and procedures • Manage loss/risk prevention • Manage risk across business units • Operationalise and manage corporate governance policy for the business unit
Sales and Marketing • Foster e-business in F&B • Optimise sales
Site/Outlet and • Manage site/outlet and equipment maintenance Equipment Management
43 44 Operations Manager Operations Manager (Head of Operations/Asst Operations Director/ (Head of Operations/Asst Operations Director/ Asst F&B Director/Banquet Director) Asst F&B Director/Banquet Director)
OCCUPATION DESCRIPTION SKILLS CATEGORIES SKILLS
The Operations Manager (Head of Operations/Asst Operations Director/Asst F&B Director/Banquet Director) is responsible Planning and Implementation • Develop a business plan for overall sales revenue while managing costs and operating budget. He/she creates and maintains Standard Operations Procedures (SOP) for the F&B business, including F&B administration and food safety and hygiene practices. • Establish business strategies for the business function • Establish operational plans for the business function He further ensures and maintains brand standards and establishes the brand concept and strategy. This includes managing • Foster entrepreneurship day-to-day operations, maintaining the quality, standards and meeting the expectations of the customers on a daily basis. • Strategise service operations Project Management • Lead programme and project after-action review He should demonstrate team management, delegation, problem-solving skills and be able to multi-task. Risk Management • Develop a risk management framework, policy and process • Manage compliance with F&B hygiene policies and procedures
SKILLS CATEGORIES SKILLS Sales and Marketing • Foster e-business in F&B • Manage revenue management
Business Continuity Management • Develop and maintain business continuity strategies, policies and guidelines • Establish business continuity processes • Provide leadership during crisis situations
Business Negotiation • Direct negotiation policy and develop negotiation limits
Change Management • Facilitate innovation and lead managers to manage change
Communications • Establish and maintain strategic business partner relationships • Resolve conflicts with stakeholders
Customer Experience • Develop service recovery framework • Drive customer loyalty for service excellence
Finance • Develop and establish financial budget and plan
Food and Beverage Production • Oversee cost controlling and food purchasing activities • Plan and develop menus for food service establishments
Food and Beverage Service • Design restaurant concepts
Information and Results • Drive service quality and customer satisfaction
Innovation • Facilitate innovation process within the organisation
Leadership • Champion a service excellence ethos • Lead managers to develop organisational and governance strategies
People and Relationship Management • Foster business relationships and organisational diversity • Strategise workforce for service excellence
People Development • Develop managers and high-potential employees through organisational talent capability reviews
Personal Management • Develop self to maintain professional competence to lead an organisation and Development
45 46 Operations Director (F&B Director) Notes
OCCUPATION DESCRIPTION
The Operations Director (F&B Director) plans short and long-term F&B operations in line with the company’s vision. He/she manages both the front-and back-of-house operations to achieve customer satisfaction and quality service while meeting or exceeding financial goals.
He is responsible for managing and achieving profitability and quality for all F&B operations. This includes ensuring that the F&B operation is in compliance with company, brand, state, and laws/regulations.
He is also responsible for the proper accounting and reconciliation of the Point of Sale systems and revenues, and for finding creative ways to attract clientele to the restaurant and bar.
He should be able to communicate both verbally and in writing, with employees, customers and management in an attentive, friendly, courteous and service-oriented manner. He is also expected to have the abilities to work in a fast-paced environment.
SKILLS CATEGORIES SKILLS
Business Continuity Management • Develop and maintain business continuity strategies, policies and guidelines • Establish business continuity processes • Provide leadership during crisis situations
Business Negotiation • Direct negotiation policy and develop negotiation limits
Change Management • Facilitate innovation and lead managers to manage change
Communications • Establish and maintain strategic business partner relationships • Resolve conflicts with stakeholders
Customer Experience • Develop service recovery framework • Drive customer loyalty for service excellence
Finance • Develop and establish financial budget and plan
Information and Results • Drive service quality and customer satisfaction
Innovation • Facilitate innovation process within the organisation
Leadership • Champion a service excellence ethos • Lead managers to develop organisational and governance strategies
People and Relationship Management • Foster business relationships and organisational diversity • Strategise workforce for service excellence
People Development • Develop managers and high-potential employees through organisational talent capability reviews
Personal Management • Develop self to maintain professional competence to lead an organisation and Development
Planning and Implementation • Develop a business plan • Establish business strategies for the business function • Establish operational plans for the business function • Strategise service operations
Project Management • Lead programme and project after-action review
Risk Management • Develop a risk management framework, policy and process • Manage compliance with F&B hygiene policies and procedures
Sales and Marketing • Manage revenue management
47 48 This did not discourage her from dabbling in food services. She spent seven years in Melbourne working in a cafe and cooked for her friends to keep honing her Pastry and Baking culinary skills. Upon returning to Singapore, she decided to pursue her dream of becoming a chef.
Jasmin feels that the Skills Framework for Food Services is informative as it gives an overview of the potential career path and opportunities that the sector can offer. OCCUPATIONS PAGE She laments that if such a framework existed 20 years ago, it would have made it easier in convincing her Assistant Pastry Cook 51 parents on the prospects of the food services sector, and would have enabled her to zoom in on the relevant area of Assistant Baker 52 study and specialisation at an earlier age. Pastry Cook 53 Driven by passion and inner desire to excel in her Baker 54 profession, Jasmin enrolled at At-Sunrice GlobalChef Academy to develop her skills and knowledge on food Assistant Pastry Chef 55 science. “I learned that pastry is like chemistry. If you Head Baker 57 understand how ingredients react, you can twist recipes to create anything you like,” she says. Pastry Chef 58 A firm advocate of lifelong learning, Jasmin believes every Executive Pastry Chef 60 great chef has something new to offer. The continuing Executive Chef 78 search for new techniques, ingredients and knowledge is essential to a successful and sustainable career. Ever Chief Executive Officer (Managing Director) 91 keen to learn, she spent a week learning about chocolate at the esteemed Valrhona E’cole School in Paris and she continues to look forward to other learning opportunities. She shares, “The Skills Framework for Food Services will allow me to identify a wide range of skills within and beyond my current job scope. It will also allow me to Group Pastry Chef guide my young aspiring pastry chefs to identify the right courses to bridge their skills gaps.”
Jasmin Chew To those who face the same challenges as she did, she Synergy in the Sky Pte Ltd/ Stellar at 1-Altitude has this to say, “Follow your passion as it will drive you to excel and succeed. Have courage to grow, and be willing to take on responsibilities. With the right FIRM ADVOCATE IN LIFELONG LEARNING attitude and mindset, you can definitely carve out a career for yourself”. With over two decades of experience in the food services sector, Group Pastry Chef of Synergy in the Sky Pte Ltd, Jasmin Chew, revels the challenges she faced while pursuing her passion in the Food Services sector. “The Skills Framework for Food One of the biggest hurdles Jasmin faced was gaining the Services will allow me to identify a support of her parents. Fresh from completing her GCE “O” levels, Jasmin had expressed interest in pursuing a wide range of skills within and beyond career in the food services sector. Her parents, however, my current job scope. It will also persuaded her to pursue a career in graphic design allow me to guide my young aspiring instead in Melbourne. pastry chefs to identify the right courses to bridge their skills gaps.”
49 50 Assistant Pastry Cook Assistant Baker
OCCUPATION DESCRIPTION OCCUPATION DESCRIPTION
The Assistant Pastry Cook assists in the production of cakes, pastries, garnishes, ice-creams, and baked items. This The Assistant Baker prepares the basic dough to be used with various items using pre-approved recipes. This involves includes gathering ingredients and equipment to prepare desserts and pastries, while following standard recipes and mixing dough in automatic mixes, preparing pie fillings, baking goods in the rotary oven, and applying finishing touches procedures to deliver high quality food and consistent baked goods. such as icing cakes and pastries.
He/she should be a fast learner, possess good time management skills, be creative, have good organisational and He/she should be a fast learner, possess good time management skills, be creative, have good communication skills, communiction skills, and be able to multi-task. He must be able to perform physical tasks, work in a high volume have a high sense of urgency, and be able to multi-task. He must also be able to perform physical tasks and work in a high production environment, and maintain a clean working environment. volume production environment.
SKILLS CATEGORIES SKILLS SKILLS CATEGORIES SKILLS
Analytical, Conceptual and Evaluative • Solve problems and make decisions at operations level Analytical, Conceptual and Evaluative • Solve problems and make decisions at operations level
Customer Experience • Contribute to customer service over various platforms Customer Experience • Contribute to customer service over various platforms • Project a positive and professional image • Project a positive and professional image • Provide go-the-extra-mile service • Provide go-the-extra-mile service • Respond to service challenges • Respond to service challenges
Food and Beverage Production • Demonstrate baking techniques, mixing methods, and piping skills Food and Beverage Production • Demonstrate baking techniques, mixing methods, and piping skills • Maintain quality control procedures • Maintain quality control procedures • Make basic cakes • Make basic breads • Make cookies • Prepare equipment and ingredients • Make muffins and scones • Prepare pre-mix, frozen and bake-off products • Make tarts and short-crust pastry • Prepare deep fried ready-to-use products Infocomm Technology • Use essential features of a computer • Prepare equipment and ingredients • Use primary functions and applications of a tablet • Prepare pre-mix, frozen and bake-off products Innovation • Cultivate a productivity and innovative mindset • Prepare sweet and savoury fillings, sauces and creams Leadership • Demonstrate the service vision Infocomm Technology • Use essential features of a computer • Use primary functions and applications of a tablet People and Relationship Management • Work in a diverse service environment Innovation • Cultivate a productivity and innovative mindset Planning and Implementation • Implement operations for service excellence Leadership • Demonstrate the service vision Workplace Safety and Health • Provide safety and security for customers People and Relationship Management • Work in a diverse service environment
Planning and Implementation • Implement operations for service excellence
Workplace Safety and Health • Provide safety and security for customers
51 52 Pastry Cook Baker
OCCUPATION DESCRIPTION OCCUPATION DESCRIPTION
The Pastry Cook is responsible for preparing, baking and decorating pastries, cakes and other dough or pastry-based The Baker is responsible for making a wide range of breads, pastries, and other baked goods. This includes opening the confectioneries. This includes consulting recipes in order to plan the products, weighing and measuring ingredients, bakery for business, ensuring all baking equipment and baking area is clean prior to and post production of any baked making various baked goods, and finally glazing or decorating them. He/she may also make savoury pastries that use items, and ensuring compliance with regulations. He/she will also check the quality and weight of ingredients, ensuring cheese, salt or other savoury food products. These are done while ensuring ovens and cooking equipment are clean and that consistency is met. He must possess an interest in food and a passion for baking, as well as a strong work ethic and that there is a constant supply of ingredients. the ability to work independently with minimal supervision.
He may work in specialist cake and pastry shops or patisseries, the manufacturing firms of large food production He must also be a willing team player and work well with others in both a kitchen and commercial setting. organisations, the bakery departments of supermarkets or in cruise ships.
He must present a positive and professional image, and be self-motivated and customer service-oriented. He must also SKILLS CATEGORIES SKILLS have strong interpersonal skills as well as strong communication skills, both written and verbal.
Analytical, Conceptual and Evaluative • Solve problems and make decisions at supervisory level
SKILLS CATEGORIES SKILLS Customer Experience • Establish relationships for customer confidence
Food and Beverage Production • Make café style breads Analytical, Conceptual and Evaluative • Solve problems and make decisions at supervisory level • Make hot and cold desserts Customer Experience • Establish relationships for customer confidence • Make yeast-raised pastries • Prepare advanced cakes Food and Beverage Production • Make choux pastries • Prepare advanced western egg and dairy products • Make puff pastry products • Make yeast-raised pastries Food and Beverage Service • Understand nutritional knowledge and dietary requirements • Prepare advanced cakes Innovation • Manage productivity improvements • Prepare advanced western egg and dairy products People and Relationship Management • Facilitate effective communication and engagement at the workplace Food and Beverage Service • Understand nutritional knowledge and dietary requirements • Facilitate effective work teams Innovation • Manage productivity improvements Quality • Supervise quality procedures People and Relationship Management • Facilitate effective communication and engagement at the workplace Workplace Safety and Health • Maintain workplace safety and health policies and procedures • Facilitate effective work teams
Quality • Supervise quality procedures
Workplace Safety and Health • Maintain workplace safety and health policies and procedures
53 54 Assistant Pastry Chef Assistant Pastry Chef
OCCUPATION DESCRIPTION SKILLS CATEGORIES SKILLS
The Assistant Pastry Chef assists in the day-to-day operations of a bakery or pastry kitchen. This includes collaborating Quality • Manage quality system and processes with the Head Baker on daily tasks and schedules, and overseeing other Pastry Chefs or kitchen staff in the absence of the Head Pastry Chef. He/she will also assess inventory and supplies, maintaining safe and sanitary working conditions, help Sales and Marketing • Maintain displays develop recipes and menus, and/or suggest alternative baking methods. Site/Outlet and • Implement site/outlet and equipment maintenance plans He should have the ability to communicate with customers, co-workers, and management, and have basic math skills Equipment Management needed to understand and implement recipes and measurements. Workplace Safety and Health • Manage workplace safety and health system
Workplace Safety and Hygiene • Conduct F&B hygiene audit SKILLS CATEGORIES SKILLS
Analytical, Conceptual and Evaluative • Solve problems and make decisions at managerial level
Business Continuity Management • Execute crisis management plans
Business Negotiation • Apply basic negotiation skills and techniques
Communications • Articulate and discuss ideas
Food and Beverage Production • Bake artisan and decorative breads • Bake for health • Develop chocolate artistry • Develop menus • Fabricate chocolate decorations • Maintain halal certification requirements • Make hot and cold desserts • Plan pastry menus and perform recipe costing • Prepare advanced confectionery • Prepare advanced entremets and tarts • Prepare chocolates decorations and make pralines • Prepare cold set and pudding asian desserts • Prepare dry heat and moist heat asian desserts • Prepare macaroons • Supervise food production • Use food additives
Information and Results • Manage service performance
Innovation • Manage productivity improvements
Leadership • Role model the service vision
People and Relationship Management • Coach for service performance • Develop a work team • Lead workplace communication and engagement • Manage a diverse service environment • Supervise, motivate and empower staff
People Development • Conduct orientation and training
Personal Management • Develop self to maintain professional competence at supervisory level and Development
Planning and Implementation • Maintain inventories • Manage operations for service excellence
55 56 Head Baker Pastry Chef
OCCUPATION DESCRIPTION OCCUPATION DESCRIPTION
The Head Baker leads the bakery, instructs and supervises subordinates in the preparation of baked items. This includes The Pastry Chef prepares a wide variety of goods such as cakes, cookies, pies, bread etc, following traditional and modern baking more complex recipes, adapting new baking methods to vary the menu, recommending new equipment or changes recipes. This includes creating new and exciting desserts to renew the menus and engage the interest of customers, and in existing equipment on a need basis, and ensuring sufficient stocks and supplies for daily operations. decorating pastries using different icings, toppings etc, to ensure the presentation is beautiful and exciting. He/she monitors stocks for baking ingredients such as flour, sugar etc, and makes appropriate orders within budget, while He/she should have excellent communication skills, both written and verbal, possess a positive attitude and have the ability checking the quality of materials and the condition of equipment and devices used for cooking. to work effectively with co-workers and suppliers alike. He must be detail-oriented and manage competing priorities and multiple deadlines in a fast paced environment, while adapting to organisational and environmental changes. He should demonstrate great attention to detail and creativity, possess organisational and leadership skills, be willing to upgrade professional knowledge, possess in-depth knowledge of sanitation principles, food preparation, baking techniques and nutrition, and have strong working knowledge of baking with ingredient limitations (pastries that are gluten free, sugarless etc). SKILLS CATEGORIES SKILLS
Analytical, Conceptual and Evaluative • Solve problems and make decisions at managerial level SKILLS CATEGORIES SKILLS Business Continuity Management • Execute crisis management plans Analytical, Conceptual and Evaluative • Apply systems thinking in problem-solving and decision-making Business Negotiation • Apply basic negotiation skills and techniques Business Continuity Management • Manage and implement business continuity plans Communications • Articulate and discuss ideas • Manage crisis situations
Food and Beverage Production • Bake artisan and decorative breads Business Negotiation • Participate in dispute resolution • Bake for health • Participate in negotiations • Develop menus • Maintain halal certification requirements Change Management • Lead team to implement change • Plan pastry menus and perform recipe costing • Prepare cold set and pudding asian desserts Communications • Identify and establish internal and external stakeholder relationships • Prepare dry heat and moist heat asian desserts • Supervise food production Finance • Monitor income and expenses • Use food additives Food and Beverage Production • Apply principles of food psychosociology Information and Results • Manage service performance • Design contemporary plated desserts • Develop ice cream recipes Innovation • Manage productivity improvements • Develop menus • Interpret culinary nutrition Leadership • Role model the service vision • Manage cost and quality controls • Use food additives People and Relationship Management • Coach for service performance • Develop a work team Food and Beverage Service • Understand cuisines and cultures of the world • Lead workplace communication and engagement • Manage a diverse service environment Information and Results • Analyse service quality and customer satisfaction • Supervise, motivate and empower staff Innovation • Contribute to innovation process within own scope of work in the business unit People Development • Conduct orientation and training • Foster service innovation
Personal Management • Develop self to maintain professional competence at supervisory level Leadership • Lead with service vision and Development People and Relationship Management • Manage cross functional and culturally diverse teams Planning and Implementation • Maintain inventories • Optimise workforce for service excellence • Manage operations for service excellence People Development • Conduct staff performance assessment process Quality • Manage quality system and processes • Develop and motivate team members through capability development • Manage training Sales and Marketing • Maintain displays Personal Management • Develop self to maintain professional competence at managerial level Site/Outlet and • Implement site/outlet and equipment maintenance plans and Development Equipment Management
Workplace Safety and Health • Manage workplace safety and health system
Workplace Safety and Hygiene • Conduct F&B hygiene audit
57 58 Pastry Chef Executive Pastry Chef
SKILLS CATEGORIES SKILLS OCCUPATION DESCRIPTION
The Executive Pastry Chef provides direct and general supervison to the culinary team. He/she oversees the pastry and Planning and Implementation • Administer purchasing and receiving procedures baking functions of the kitchen(s) including menu development, inventory and purchasing of supplies. This includes • Implement loss/risk prevention cost control, testing and developing recipes and menus, monitoring customer satisfaction and maintaining an inventory • Provide information for management decision making of ingredients, while striving to achieve cost-efficiency, handling tasks such as supervising employees, performance management, creating budgets and adhering to sanitation regulations. Project Management • Implement project administration processes
Risk Management • Facilitate compliance with legislative and regulatory requirements He must possess the artistic ability to make desserts appealing to the eye, good communication and management skills • Manage compliance with food and beverage hygiene policies and procedures and sufficient math skills to work within a budget when ordering ingredients.
Site/Outlet and • Manage site/outlet and equipment maintenance He is expected to be able to multi-task, thrive in a stressful environment and be able to maintain a clean working environment. Equipment Management
SKILLS CATEGORIES SKILLS
Business Continuity Management • Direct management of crisis situations • Integrate business continuity management into organisation’s operations
Business Negotiation • Manage and direct negotiations
Change Management • Facilitate innovation and lead team leaders to implement change
Communications • Manage programmes and activities to enhance stakeholder relationships
Finance • Develop and implement budgets
Food and Beverage Production • Apply principles of basic microbiology • Apply principles of food additives in menu creation • Manage culinary operations • Manage food and beverage operations • Manage high-volume food production operations • Oversee cost controlling and food purchasing activities • Plan and develop menus for food service establishments
Food and Beverage Service • Design restaurant concepts
Innovation • Champion service innovation • Innovate the customer experience • Leverage technology for productivity and innovation • Manage innovation in the business function
People Development • Develop team leaders through capability development and coaching • Manage training
Personal Management • Develop self to maintain professional competence at senior management level and Development
Planning and Implementation • Develop service operations • Foster entrepreneurship • Manage and review systems and processes • Manage external service providers
Project Management • Conduct project after-action review
59 60 Executive Pastry Chef Notes SKILLS CATEGORIES SKILLS
Risk Management • Conduct project after-action review • Manage and monitor the operation of compliance management requirements and system • Manage compliance with F&B hygiene policies and procedures • Manage loss/risk prevention • Manage risk across business units • Operationalise and manage corporate governance policy for the business unit
Sales and Marketing • Foster e-business in F&B • Manage revenue management • Optimise sales
Site/Outlet and • Manage site/outlet and equipment maintenance Equipment Management
61 62 marinating the meat is done in batches of 100kg at a time, the chef will need to be proficient in using technology to Culinary Arts do this. Although a chef’s role usually involves working with a team of cooks, a research & development (R&D) chef works with food scientists instead. This means that instead of focusing just on flavour and presentation, the R&D chef’s priority would be to increase the dishes’ OCCUPATIONS PAGE shelf-life and nutrition.
Kitchen Assistant He states, “There are no short cuts. Work hard, but also 65 (Kitchen Crew/Kitchen Helper/General Helper) work smart.” To him, working hard means learning all the skills required and working smart means Cook (Commis Cook 2/3) 66 understanding how ingredients come together, and Senior Cook the ability to manoeuvre different recipes, finding 68 (Commis 1/Station Cook/Line Cook/Demi Chef) solutions to problems, and mentoring others effectively. Station Chef (Chef de Partie/Lead Chef) 70 Chef Heman explains that what differentiates a chef from a cook, is what a chef can do in addition to cooking. A good Assistant Head Chef 72 chef is fluent in managing a team and has a good grasp (Asst Outlet Chef/Sous Chef/Junior Sous Chef) of all the kitchen operations. Food costs, manpower Head Chef (Outlet Chef/Chef de Cuisine) 74 costs and logistical planning are all crucial aspects of a chef’s job. Executive Sous Chef 76 In his time, he picked up many skills while doing hands- Executive Chef 78 on work in the kitchen. He is glad that there is a Skills Chief Executive Officer (Managing Director) 91 Framework that provides information like the skills required for each job role, complements on-the-job learning and helps aspiring cooks hone their skills. In particular, he recognises that the Skills Framework takes a holistic approach in skills upgrading and skills Executive Chef/ mastery. Chef Heman further elaborates, “Not only does the Skills Framework state the technical skills Chief Culinary Officer needed to perform the role, it also identifies soft skills like maintaining customer engagement and innovating customer experience - skills that are important for Chef Heman Tan Front-of-House roles.” Author of “The Iron Man Chef’s Guide To Life” Through Chef Heman’s wealth of experience, he has one GOING BEYOND GOOD FOOD advice for those who are in the food services sector. “Focus on acquiring, broadening and deepening your Despite being a man of multiple talents and titles – skills. Get the job done, and make sure it is done properly.” including being acclaimed ceramic artist and triathlete – Chef Heman Tan declares his first love to be in the kitchen. Being a chef has given him the privilege of combining his passion for ceramics and cooking to create “edible art”. “Not only does the Skills Framework Today at 50 years of age, Chef Heman has 30 years of state the technical skills needed to experience in the F&B industry, a journey which has seen perform the role, it also identifies him take on different roles. soft skills like maintaining customer He explains that he finds the food services sector offers engagement and innovating customer multiple avenues to learn and grow – even the title “chef” experience - skills that are important can mean very different scopes of work. For example, for Front-of-House roles.” he says, a chef in a regular establishment may marinate meat by hand. However, in the central kitchen, as
63 64 Kitchen Assistant Cook (Kitchen Crew/Kitchen Helper/General Helper) (Commis Cook 2/3)
OCCUPATION DESCRIPTION OCCUPATION DESCRIPTION
The Kitchen Assistant (Kitchen Crew/Kitchen Helper/General Helper) assists in food preparation and ensures that utensils The Cook (Commis Cook 2/3) is responsible for preparing and/or directing the preparation of food to be served, and work areas are clean at the end of the work shift and ready for the next shift. This includes cooking and packaging complying with all applicable sanitation, health and personal hygiene standards. He/she needs to follow established batches of food. He/she also prepares and serves beverages such as coffee and fountain drinks, ensures the kitchen food production programmes and procedures. This includes appropriate use of facility supplies and equipment to equipment and structure is maintained in safe and good working order at all times, and assists in stocktaking and storage. minimise loss, waste and fraud.
He is expected to follow oral instructions and procedures and requires manual dexterity, auditory and visual skills to He is expected to follow written and oral instructions and procedures, and requires manual dexterity, auditory and complete tasks. visual skills to complete tasks.
He is expected to be on his feet most of the time while on duty, work under pressure at busy mealtimes, and may need to He is frequently exposed to heat, steam, fire and noise as he operates in a kitchen environment. work in a crowded work environment.
SKILLS CATEGORIES SKILLS SKILLS CATEGORIES SKILLS
Food and Beverage Production • Demonstrate basic knife skills Analytical, Conceptual and Evaluative • Solve problems and make decisions at operations level • Grill ready-to-use products • Maintain food and beverage production environment Customer Experience • Contribute to customer service over various platforms • Maintain quality control procedures • Project a positive and professional image • Prepare equipment and ingredients • Provide go-the-extra-mile service • Prepare fish and seafood for cooking • Respond to service challenges • Prepare meat and poultry for cooking Food and Beverage Production • Demonstrate basic dry heat cooking methods • Prepare vegetables, fruits, nuts and mushrooms • Demonstrate basic knife skills • Prepare western cold sauces • Demonstrate basic moist heat cooking methods • Receive and store products • Grill ready-to-use products • Understand halal food requirements • Grind wet flour Innovation • Engage in service innovation initiatives • Maintain F&B production environment • Maintain quality control procedures People and Relationship Management • Communicate and relate effectively at the workplace • Prepare agemono • Work in a team • Prepare asian herbs and spices • Prepare basic asian condiments Workplace Safety and Health • Comply with workplace safety and health policies and procedures • Prepare basic asian stocks and soups • Maintain safe and secure working environments • Prepare basic chinese deep fried dishes • Prepare basic chinese noodle dishes Workplace Safety and Hygiene • Follow F&B safety and hygiene policies and procedures • Prepare basic chinese rice dishes • Prepare basic chinese soup/ broth dishes • Prepare basic chinese steamed dishes • Prepare basic chinese vegetables/tofu dishes • Prepare basic dim sum dishes • Prepare basic indian breads • Prepare basic indian condiments • Prepare basic indian snacks and savouries • Prepare basic indian traditional beverages • Prepare basic indian traditional sweetmeats • Prepare basic malay desserts • Prepare basic malay vegetable dishes • Prepare basic western egg and dairy products • Prepare basic western grains and legumes • Prepare basic western stocks and soups • Prepare cold plates and garnishes • Prepare deep fried ready-to-use products • Prepare dosai • Prepare equipment and ingredients • Prepare fish and seafood for cooking
65 66 Cook Senior Cook (Commis Cook 2/3) (Commis 1/Station Cook/Line Cook/Demi Chef)
SKILLS CATEGORIES SKILLS OCCUPATION DESCRIPTION
The Senior Cook (Commis 1/Station Cook/Line Cook/Demi Chef) manages food preparation processes by food stations and Food and Beverage Production • Prepare japanese appetisers ensures that appropriate standards and hygiene are adhered to. This includes preparing and cooking a variety of foods • Prepare japanese noodle dishes and ensuring that all food items are ready at the right time, and in the right order. He/she manages the development and • Prepare japanese sauces and soups supervision of junior kitchen staff and oversees the maintenance of the kitchen by tracking stock levels and preparing • Prepare malay condiments stations before the start of each service, while ensuring that utensils and work areas are clean and ready for the next shift. • Prepare malay fried dishes • Prepare malay gravies He must be patient and calm under the stress of hot and cramped cooking quarters. He is required to finish his work on • Prepare malay grilled dishes time without sacrificing quality. He must also be creative and ready to improvise whenever ingredients and resources are • Prepare malay rice dishes not available. • Prepare malay sauces • Prepare meat and poultry for cooking • Prepare pasta • Prepare pre-mix, frozen and bake-off products SKILLS CATEGORIES SKILLS • Prepare sandwiches • Prepare spices, seasonings and marinades Analytical, Conceptual and Evaluative • Solve problems and make decisions at supervisory level • Prepare vegetables, fruits, nuts and mushrooms • Prepare western cold sauces Customer Experience • Establish relationships for customer confidence • Prepare western foundation sauces Food and Beverage Production • Demonstrate advanced asian preparation and techniques • Receive and store products • Demonstrate sous vide method • Understand halal food requirements • Grind wet flour Infocomm Technology • Use essential features of a computer • Identify meat and its fabrication and utilisation in culinary • Use primary functions and applications of a tablet • Identify seafood and its fabrication and utilisation in culinary • Prepare advanced asian condiments Innovation • Cultivate a productivity and innovative mindset • Prepare basic chinese appetisers • Prepare basic chinese barbequed meat and poultry Leadership • Demonstrate the service vision • Prepare basic chinese braised dishes • Prepare basic chinese desserts People and Relationship Management • Work in a diverse service environment • Prepare basic chinese stewed dishes • Prepare basic chinese stir fried dishes Planning and Implementation • Implement operations for service excellence • Prepare basic indian snacks and savouries Workplace Safety and Health • Maintain safe and secure working environments • Prepare basic indian traditional sweetmeats • Provide safety and security for customers • Prepare basic malay desserts • Prepare basic tandoori meats Workplace Safety and Hygiene • Follow F&B safety and hygiene policies and procedures • Prepare bento sets • Prepare donburi • Prepare indian rice dishes • Prepare malay condiments • Prepare malay gravies • Prepare malay grilled dishes • Prepare malay sauces • Prepare masala and curry paste • Prepare mushimono • Prepare nabemono • Prepare nimono • Prepare north indian gravies • Prepare pre-mix, frozen and bake-off products • Prepare sandwiches
67 68 Senior Cook Station Chef (Commis 1/Station Cook/Line Cook/Demi Chef) (Chef de Partie/Lead Chef)
SKILLS CATEGORIES SKILLS OCCUPATION DESCRIPTION
The Station Chef (Chef de Partie/Lead Chef) oversees a section of the kitchen, such as pastry, butchery, fish, sauces, Food and Beverage Production • Prepare singapore heritage dishes and vegetables. This includes preparing, cooking and presenting dishes within his/her speciality. He manages and trains • Prepare sushi demi-chef de parties or commis working with him, help the sous chef and head chef to develop new dishes and menus. • Prepare yakimono He ensures high standards of food hygiene, and adheres to the rules of health and safety. He monitors portion and waste • Understand asian food culture and techniques control to maintain profit margins. Innovation • Manage productivity improvements He should have excellent interpersonal and communication skills, the ability to delegate appropriately, possess an People and Relationship Management • Facilitate effective communication and engagement at the workplace organsational flair and grasp of profit margins and demonstrate a high standard of personal hygiene. • Facilitate effective work teams
Quality • Supervise quality procedures SKILLS CATEGORIES SKILLS
Workplace Safety and Health • Maintain workplace safety and health policies and procedures Analytical, Conceptual and Evaluative • Solve problems and make decisions at supervisory level
Customer Experience • Establish relationships for customer confidence
Food and Beverage Production • Demonstrate advanced dry heat cooking techniques • Demonstrate advanced moist heat cooking techniques • Demonstrate sous vide method • Grind wet flour • Identify meat and its fabrication and utilisation in culinary • Identify seafood and its fabrication and utilisation in culinary • Prepare advanced chinese baked/barbequed dishes • Prepare advanced chinese braised dishes • Prepare advanced chinese deep fried dishes • Prepare advanced chinese noodle dishes • Prepare advanced chinese soup and broth dishes • Prepare advanced chinese steamed dishes • Prepare advanced chinese stewed dishes • Prepare advanced chinese vegetable/tofu dishes • Prepare advanced dim sum dishes • Prepare advanced western egg and dairy products • Prepare advanced western sauces • Prepare advanced western soups • Prepare basic peranakan cuisine • Prepare basic tandoori meats • Prepare bento sets • Prepare donburi • Prepare la mien and la mien dishes • Prepare malay gravies • Prepare malay grilled dishes • Prepare malay noodle dishes • Prepare malay sauces • Prepare malay stew-type dishes • Prepare mushimono • Prepare nabemono • Prepare nimono • Prepare north indian gravies • Prepare singapore heritage dishes
69 70 Station Chef Assistant Head Chef (Chef de Partie/Lead Chef) (Asst Outlet Chef/Sous Chef/Junior Sous Chef)
SKILLS CATEGORIES SKILLS OCCUPATION DESCRIPTION
The Assistant Head Chef (Assistant Outlet Chef/Sous Chef/Junior Sous Chef) oversees and directs all aspects of the kitchen Food and Beverage Production • Prepare south indian fish or meat dishes operation, and provides functional assistance and direction. In the absence of the Head Chef, he/she coordinates functions • Prepare south indian non-vegetarian gravies and activities with other F&B department heads. This includes overseeing and managing stock levels, supervising kitchen • Prepare south indian vegetarian dishes staff and overseeing food preparation which adheres to appropriate standards and hygiene. • Prepare south indian vegetarian gravies • Prepare western specialty grain products In addition, he manages staff scheduling, anticipates and resolves problems that occurs within the kitchen. • Prepare yakimono • Supervise food production He must have good working knowledge of the English language, possess the ability to read and understand instructions, • Understand asian food culture and techniques and be able to communicate with customers, co-workers and management coherently.
Food and Beverage Service • Understand nutritional knowledge and dietary requirements
Innovation • Manage productivity improvements SKILLS CATEGORIES SKILLS
People and Relationship Management • Facilitate effective communication and engagement at the workplace Analytical, Conceptual and Evaluative • Solve problems and make decisions at managerial level • Facilitate effective work teams Business Continuity Management • Execute crisis management plans Quality • Supervise quality procedures Business Negotiation • Apply basic negotiation skills and techniques Workplace Safety and Health • Maintain workplace safety and health policies and procedures Communications • Articulate and discuss ideas Workplace Safety and Hygiene • Apply food safety management systems for food service establishments • Conduct F&B hygiene audit Food and Beverage Production • Apply F&B concepts and setup • Apply principles of gastronomy • Demonstrate curing methods • Demonstrate regeneration process • Demonstrate sous vide method • Maintain halal certification requirements • Master recipes from various cuisines • Perform culinary application and techniques • Prepare advanced chinese appetisers • Prepare advanced chinese baked/barbequed dishes • Prepare advanced chinese rice dishes • Prepare advanced chinese stir fried dishes • Prepare advanced chinese vegetable/tofu dishes • Prepare advanced dim sum dishes • Prepare advanced malay vegetable dishes • Prepare advanced peranakan cuisine • Prepare advanced western salads and garnishes • Prepare and serve teppanyaki • Prepare cold set and pudding asian desserts • Prepare dry heat and moist heat asian desserts • Prepare la mien and la mien dishes • Prepare sashimi • Prepare south indian fish or meat dishes • Prepare south indian non-vegetarian gravies • Prepare south indian vegetarian dishes • Prepare south indian vegetarian gravies • Prepare western specialty meat, poultry, fish and seafood products • Supervise food production • Understand american food culture and techniques • Understand asian food culture and techniques • Understand european food culture and techniques • Understand mediterranean food culture and techniques
Food and Beverage Service • Understand nutritional knowledge and dietary requirements
71 72 Assistant Head Chef Head Chef (Asst Outlet Chef/Sous Chef/Junior Sous Chef) (Outlet Chef/Chef de Cuisine)
SKILLS CATEGORIES SKILLS OCCUPATION DESCRIPTION
The Head Chef (Outlet Chef/Chef de Cuisine) is the overall in-charge for the kitchen’s daily operations. He/she will create Information and Results • Manage service performance new dishes and menus, interview and hire new staff, create a work roster, and maintain/raise the profit margins for the employer. Additionally, he will monitor and control stock levels to ensure correct stock rotation procedures are followed, as Innovation • Manage productivity improvements well as liaise with the relevant suppliers for food orders to ensure all purchases come within budget. He will also enforce Leadership • Role model the service vision proper implementation of health and safety procedures in the kitchen.
People and Relationship Management • Coach for service performance He should possess sound decision making skills, have good organisational skills, be able to work long hours and • Develop a work team communicate effectively to ensure a properly functioning restaurant. • Lead workplace communication and engagement • Supervise, motivate and empower staff SKILLS CATEGORIES SKILLS People Development • Conduct orientation and training
Personal Management • Develop self to maintain professional competence at supervisory level Analytical, Conceptual and Evaluative • Apply systems thinking in problem-solving and decision-making and Development Business Continuity Management • Manage and implement business continuity plans Planning and Implementation • Maintain inventories • Manage crisis situations • Manage operations for service excellence Business Negotiation • Participate in dispute resolution Quality • Manage quality system and processes • Participate in negotiations
Sales and Marketing • Maintain displays Change Management • Lead team to implement change
Site/Outlet and • Implement site/outlet and equipment maintenance plans Communications • Identify and establish internal and external stakeholder relationships Equipment Management Food and Beverage Production • Apply principles of culinary science Workplace Safety and Health • Manage workplace safety and health system • Apply principles of food chemistry • Apply principles of food psychosociology Workplace Safety and Hygiene • Apply food safety management systems for food service establishments • Apply principles of gastronomy • Conduct F&B hygiene audit • Demonstrate regeneration process • Innovate with new culinary ingredients • Interpret culinary nutrition • Manage cost and quality controls • Manage culinary operations • Manage F&B operations • Manage inventory control system • Master cook and chill methods • Master culinary trends and techniques in asian cuisines • Master recipes from various cuisines • Perform culinary application and techniques • Plan and develop menus for food service establishments • Prepare herb and spice blends of various cuisines • Use herbs and spices in various cuisine preparation and presentation
Food and Beverage Service • Understand cuisines and cultures of the world
Information and Results • Analyse service quality and customer satisfaction
Innovation • Contribute to innovation process within own scope of work in the business unit • Foster service innovation
Leadership • Lead with service vision
People and Relationship Management • Manage cross functional and culturally diverse teams • Optimise workforce for service excellence
73 74 Head Chef (Outlet Chef/Chef de Cuisine) Executive Sous Chef
SKILLS CATEGORIES SKILLS OCCUPATION DESCRIPTION
The Executive Sous Chef is responsible for running the pass, informing the cooks of the orders, monitoring the speed People Development • Conduct staff performance assessment process and rhythm of coursing, and plating the presentation of dishes throughout service. This includes the duty of coordinating • Develop and motivate team members through capability development all the sections in the kitchen and ensuring the quality of food prepared is correct before serving it to the customers. • Manage training He/she is required to provide constant training for kitchen staff where necessary. Together with the Assistant Food Manager, he will ensure tasks such as re-enforcement, regulation training, equipment control, and inventory management Personal Management • Develop self to maintain professional competence at managerial level and Development are accomplished.
Planning and Implementation • Administer purchasing and receiving procedures He is expected to work long hours, demonstrate teamwork and be customer-centric, and have excellent communication • Comply with legal requirements skills to ensure that the restaurant is functioning properly at all times. • Implement loss/risk prevention • Provide information for management decision making SKILLS CATEGORIES SKILLS Project Management • Implement project administration processes
Risk Management • Facilitate compliance with legislative and regulatory requirements Business Continuity Management • Direct management of crisis situations • Manage compliance with food and beverage hygiene policies and procedures • Integrate business continuity management into organisation’s operations
Site/Outlet and • Manage site/outlet and equipment maintenance Business Negotiation • Manage and direct negotiations Equipment Management Change Management • Facilitate innovation and lead team leaders to implement change
Communications • Manage programmes and activities to enhance stakeholder relationships
Finance • Develop and implement budgets
Food and Beverage Production • Apply principles of culinary science • Apply principles of food chemistry • Apply sensory analysis to food and beverage preparation and presentation • Demonstrate regeneration process • Innovate with new culinary ingredients • Manage cost and quality controls • Manage culinary operations • Manage food and beverage operations • Manage high-volume food production operations • Manage inventory control system • Master cook and chill methods • Master culinary trends and techniques in asian cuisines • Perform culinary application and techniques • Plan and develop menus for food service establishments
Innovation • Champion service innovation • Innovate the customer experience • Leverage technology for productivity and innovation • Manage innovation in the business function
People Development • Develop team leaders through capability development and coaching • Manage training
Personal Management • Develop self to maintain professional competence at senior management level and Development
Planning and Implementation • Comply with legal requirements • Develop service operations • Manage and review systems and processes • Manage external service providers
75 76 Executive Sous Chef Executive Chef
SKILLS CATEGORIES SKILLS OCCUPATION DESCRIPTION
The Executive Chef is responsible for all food production which includes food served at the restaurant, banquet functions, Project Management • Conduct project after-action review and other outlets. His/her role includes developing menus, food purchase, staff supervision, and developing and monitoring food quality and labour budget for the department, while maintaining the highest quality and sanitation standards. Risk Management • Manage and monitor the operation of compliance management requirements and system • Manage compliance with F&B hygiene policies and procedures He should be able to interact well with supervisors, management, co-workers, and customers to be able to produce a high • Manage loss/risk prevention volume of work in a timely manner and of high quality. He is expected to work long hours, demonstrate teamwork and be • Manage risk across business units customer-centric, and have excellent communication skills to ensure that the restaurant is functioning properly at all times. • Operationalise and manage corporate governance policy for the business unit
Sales and Marketing • Foster e-business in F&B • Optimise sales SKILLS CATEGORIES SKILLS
Site/Outlet and • Manage site/outlet and equipment maintenance Equipment Management Business Continuity Management • Develop and maintain business continuity strategies, policies and guidelines • Establish business continuity processes • Provide leadership during crisis situations
Business Negotiation • Direct negotiation policy and develop negotiation limits
Change Management • Facilitate innovation and lead managers to manage change
Communications • Establish and maintain strategic business partner relationships • Resolve conflicts with stakeholders
Customer Experience • Develop service recovery framework • Drive customer loyalty for service excellence
Finance • Develop and establish financial budget and plans
Food and Beverage Production • Apply principles of basic microbiology • Apply principles of food additives in menu creation • Apply principles of food chemistry • Apply principles of organic and biological chemistry • Apply sensory analysis to food and beverage preparation and presentation • Manage culinary operations • Manage food and beverage operations • Manage high-volume food production operations • Oversee cost controlling and food purchasing activities • Plan and develop menus for food service establishments
Information and Results • Drive service quality and customer satisfaction
Innovation • Facilitate innovation process within the organisation
Leadership • Champion a service excellence ethos • Lead managers to develop organisational and governance strategies
People and Relationship Management • Foster business relationships and organisational diversity • Strategise workforce for service excellence
People Development • Develop managers and high-potential employees through organisational talent capability reviews
77 78 Executive Chef Notes SKILLS CATEGORIES SKILLS
Personal Management • Develop self to maintain professional competence to lead an organisation and Development
Planning and Implementation • Develop a business plan • Establish business strategies for the business function • Foster entrepreneurship • Strategise service operations
Project Management • Lead programme and project after-action review
Risk Management • Develop a risk management framework, policy and process • Manage compliance with food and beverage hygiene policies and procedures
Sales and Marketing • Foster e-business in F&B • Manage revenue management
79 80 Central Kitchen Production
OCCUPATIONS PAGE
Kitchen Assistant (Operator) 83 Central Kitchen Cook (Senior Operator) 84 Central Kitchen Section Lead 85 Central Kitchen Sous Chef (Area Supervisor) 86 Production Planner 87 Head of Central Kitchen Operations (Production Manager) 88 Central Kitchen Director (Factory Manager) 90 Chief Executive Officer (Managing Director) 91
Head of Central Kitchen So I learned the hard way and picked up skills I needed while performing the job. The Skills Framework for Food Jerome Ang Services is an indispensable guide for anyone who wants Super Bean International Pte Ltd to join the Food Services sector, whether you are a fresh graduate or someone looking for a mid-career switch.”
DIFFERENT AVENUES OF OPPORTUNITY The experience also taught him the importance of always staying relevant, and with the support from his bosses, he Over the course of 22 years working in food services, has since completed over 13 courses, including logistics, Jerome Ang has found the sector to be full of opportunities design thinking and strategic production planning, – there are numerous avenues for learning, unique work acquiring skills and competencies to better himself. experiences and career ladders to climb. Today, at 42 years old, he is pursuing a part-time Diploma He began at the age of 20, as a waiter in the nightlife in Applied Science (Food Science & Nutrition). Jerome scene. From there, he rose to become a manager and admits that he was initially a little uncomfortable about in 2007, took on a role with more regular hours. His his age, but was inspired to continue when he met current employer, Mr Bean, recognised his managerial classmates much older than him. Through his course experience and offered him a role as an area manager. of study, Jerome better understands the different nutritional needs that people have at different stages of His determination and can-do attitude allowed him their life. to be promoted quickly to Central Kitchen Manager. Today, he manages day-to-day operations in the central He looks forward to completing his diploma, and hopes kitchen and oversees production lines, food quality to pursue a degree programme in future to equip him and workplace safety. He also delves into R&D for new with the knowledge to improve Mr. Beans’ operations. He products and better processes, and helps source for new added that the Skills Framework serves as a good guide food manufacturing technology. in helping him identify emerging trends and the relevant knowledge and skills that he will need to keep himself He recalls, “Back then, there wasn’t a structured system relevant. “I believe the Skills Framework will strengthen like the Skills Framework available for me to refer to. employability and retention in the companies as people are now made aware of their possible career progression and development.”
“You must constantly upgrade yourself To those who are keen in making a mid-career switch, and be willing to learn to cope with the he has this to say: “The food services sector, like any changing environment. Be willing to other sector, is constantly evolving and changing at a fast pace. You must constantly upgrade yourself and be accept these changes and do your best willing to learn to cope with the changing environment. to stay competitive.” Be willing to accept these changes and do your best to stay competitive.”
81 82 Kitchen Assistant Central Kitchen Cook (Operator) (Senior Operator)
OCCUPATION DESCRIPTION OCCUPATION DESCRIPTION
The Kitchen Assistant (Operator) is responsible for supporting the activities of the Central Kitchen production team so The Central Kitchen Cook (Senior Operator) is responsible for preparing, cooking and baking food products according to that production schedules are being followed. This includes preparing the work stations, preparing ingredients for the defined Standard Operating Procedures (SOPs), and in a timely manner. He/she may also supervise the kitchen assistants’ cooks, as well as packaging food products. He/She is expected to clean and reinstate work stations, operate cooking work outputs on a daily basis (i.e. ingredient preparation, packaging) and ensure that workstations and cooking equipment equipment and dispose of waste as per defined Standard Operating Procedures (SOPs). He is also expected to apply are cleaned and maintained on a regular basis. He is also expected to apply food production standards and SOPs related to food production standards and SOPs related to safety and hygiene policies and procedures, as well as other SOPs set safety and hygiene policies and procedures, as well as other SOPs set out by the Quality Assurance Department. out by the Quality Assurance Department. He needs to operate in a set-up similar to a food production environment and may be required to work day/night shifts. He He is expected to follow oral instructions and procedures and requires manual dexterity, auditory and visual skills to should be comfortable with repetitive work activities, working in accordance to schedules, operating machinery, as well as complete tasks. exposure to physically demanding work conditions (i.e. long standing hours, hot and/or cold temperatures). He may be in an environment with potential exposure to injuries (i.e. susceptible to repetitive strain injuries to wrists). He needs to operate in a set-up similar to a food production environment and may be required to work day/night shifts. He should be comfortable with repetitive work activities, working in accordance to a schedules, operating machinery, as well as exposure to physically demanding work conditions (i.e. long standing hours, hot and/or cold temperatures). He may be SKILLS CATEGORIES SKILLS in an environment with potential exposure to injuries (i.e. susceptible to repetitive strain injuries to wrists).
Analytical, Conceptual and Evaluative • Solve problems and make decisions at operations level
SKILLS CATEGORIES SKILLS Central Kitchen Production • Follow production schedules • Operate automated cooking equipment for cooking food products Central Kitchen Production • Follow production schedules • Process food orders • Operate automated cooking equipment for cooking food products • Set up work stations • Package food products • Prepare ingredients Customer Experience • Project a positive and professional image • Set up work stations Food and Beverage Production • Dispose of waste Food and Beverage Production • Dispose of waste • Follow food poduction standards and standard operating procedures • Follow food poduction standards and standard operating procedures • Maintain quality control procedures • Maintain quality control procedures Infocomm Technology • Use essential features of a computer People and Relationship Management • Communicate and relate effectively at the workplace • Use primary functions and applications of a tablet • Work in a team Innovation • Cultivate a productivity and innovative mindset Site/Outlet and • Re-instate work station People and Relationship Management • Work in a diverse service environment Equipment Management Quality • Supervise packaging of food products Workplace Safety and Health • Comply with workplace safety and health policies and procedures • Supervise preparation of ingredients • Maintain safe and secure working environments Site/Outlet and • Conduct basic equipment troubleshooting Workplace Safety and Hygiene • Follow F&B safety and hygiene policies and procedures Equipment Management • Reinstate work stations
Workplace Safety and Hygiene • Follow F&B safety and hygiene policies and procedures
83 84 Central Kitchen Section Lead Central Kitchen Sous Chef (Area Supervisor) OCCUPATION DESCRIPTION
The Central Kitchen Section Lead supervises the daily operations of their assigned section. He/she ensures that production OCCUPATION DESCRIPTION targets are met and food products meet required production standards. He may suggest minor modifications to food quality standards and Standard Operating Procedures (SOPs). He monitors the set-up and cleanliness of work stations and applies The Central Kitchen Sous Chef supervises the daily operations of Central Kitchen to ensure that production targets of Food Safety Management System at the workplace. He manages the production schedule, schedules work activities and his/her assigned sections are met and food products meet required production standards. He may suggest minor supervises quality procedures of assigned sections. He supervises the production staff on their preparation of ingredients, modifications to food quality standards and Standard Operating Procedures (SOPs). He monitors the set-up and cleanliness cooking of food products and packaging of the food products. He also monitors equipment performance levels and of work stations and applies Food Safety Management System at the workplace. He also monitors equipment performance conducts basic equipment troubleshooting. He trains the production staff on the use of cooking equipment and works with levels and conducts basic equipment troubleshooting. He guides production staff on cooking techniques and use of cooking the headquarters to ensure appropriate training is provided where needed. equipment and works with the headquarters to ensure appropriate training is provided where needed.
He needs to operate in a set-up similar to a food production environment and may be required to work day/night shifts. He needs to operate in a set-up similar to a food production environment and may be required to work day/night shifts. He He should be comfortable with working in accordance to a schedule, operating machinery, as well as exposure to physically should be comfortable with working in accordance to a schedule, operating machinery, as well as exposure to physically demanding work conditions (i.e. long standing hours, hot and/or cold temperatures). He may be in an environment with demanding work conditions (i.e. long standing hours, hot and/or cold temperatures). He may be in an environment with potential exposure to injuries (i.e. susceptible to repetitive strain injuries to wrists). potential exposure to injuries (i.e. susceptible to repetitive strain injuries to wrists).
SKILLS CATEGORIES SKILLS SKILLS CATEGORIES SKILLS
Analytical, Conceptual and Evaluative • Solve problems and make decisions at supervisory level Analytical, Conceptual and Evaluative • Solve problems and make decisions at managerial level
Central Kitchen Production • Manage production schedule Business Continuity Management • Execute crisis management plans • Schedule work activities according to production schedules • Supervise work station set up Business Negotiation • Apply basic negotiation skills and techniques
Food and Beverage Production • Supervise cooking of food products Central Kitchen Production • Manage production schedule • Schedule work activities according to production schedules Innovation • Manage productivity improvements • Supervise work station set up • Provide suggestions for minor modifications to food quality standards and SOPs • Recommend ways to reduce waste production Communications • Articulate and discuss ideas
People and Relationship Management • Facilitate effective communication and engagement at the workplace Food and Beverage Production • Supervise cooking of food products • Facilitate effective work teams Innovation • Manage productivity improvements People Development • Conduct orientation and training • Provide suggestions for minor modifications to food quality standards and SOPs • Train cooks to operate automated cooking equipment • Provide suggestions for modifications to existing processes • Recommend ways to reduce waste production Quality • Supervise packaging of food products • Supervise preparation of ingredients People and Relationship Management • Develop a work team • Supervise quality procedures • Lead workplace communication and engagement • Supervise, motivate and empower staff Site/Outlet and • Conduct basic equipment troubleshooting Equipment Management • Reinstate work stations People Development • Conduct orientation and training • Train cooks to operate automated cooking equipment Workplace Safety and Health • Maintain workplace safety and health policies and procedures Personal Management • Develop self to maintain professional competence at supervisory level Workplace Safety and Hygiene • Apply food safety management systems for food service establishments and Development
Quality • Supervise packaging of food products • Supervise preparation of ingredients • Supervise quality procedures
Site/Outlet and • Conduct basic equipment troubleshooting Equipment Management • Implement site/outlet and equipment maintenance plans • Reinstate work stations
Workplace Safety and Health • Manage workplace safety and health system
Workplace Safety and Hygiene • Apply food safety management systems for food service establishments
85 86 Production Planner Head of Central Kitchen Operations (Production Manager) OCCUPATION DESCRIPTION
The Production Planner is responsible for planning production outputs and setting the production schedule for the Central OCCUPATION DESCRIPTION Kitchen. He/she reviews and processes food orders, collates them and applies some level of forecasting to determine buffer stock levels in order to generate the production schedules for the Central Kitchen Production team. He is expected The Head of Central Kitchen Operations (Production Manager) oversees and directs all operations of the production to monitor overall production output levels and prepare yield reports for the tracking of output production trends. function. He/she supervises sous chefs and their staff to ensure production targets, portion sizing, product quality and specifications are reached within their area of supervision. He manages the production schedule and monitors the overall He needs to operate in a set-up similar to a food production environment. He should be comfortable with exposure to production output levels. He is responsible for formulating new food production standards and Standard Operating physically demanding work conditions (i.e. hot and/or cold temperatures) and may also be required to wear a uniform and Procedures (SOPs). He monitors quality assurance on an overall level through conducting spot checks. He also investigates standard protection gears. production/quality issues in the kitchen and recommends solutions. He monitors and recommends ways to reduce waste production.
He needs to operate in a set-up similar to a food production environment and may be required to work day/night shifts. SKILLS CATEGORIES SKILLS He should be comfortable with exposure to physically demanding work conditions (i.e. long standing hours, hot and/or cold temperatures). He might be required to wear a uniform and standard protection gears. Analytical, Conceptual and Evaluative • Solve problems and make decisions at managerial level
Business Continuity Management • Execute crisis management plans SKILLS CATEGORIES SKILLS
Business Negotiation • Apply basic negotiation skills and techniques Business Continuity Management • Direct management of crisis situations Central Kitchen Production • Generate production schedules • Integrate business continuity management into organisation’s operations • Monitor delivery schedules • Monitor overall production output levels Business Negotiation • Manage and direct negotiations • Process food orders Central Kitchen Production • Forecast resource requirements • Review order intakes • Formulate new food production standards and SOPs Communications • Articulate and discuss ideas • Manage production schedule • Monitor overall production output levels Innovation • Manage productivity improvements • Translate prototype creation guidelines to actual production • Recommend ways to reduce waste production • Translate recipe formulation for mass production
People and Relationship Management • Lead workplace communication and engagement Change Management • Facilitate innovation and lead team leaders to implement change
Personal Management • Develop self to maintain professional competence at supervisory level Communications • Manage programmes and activities to enhance stakeholder relationships and Development Food and Beverage Production • Manage central production operations Planning and Implementation • Maintain inventories • Manage high-volume food production operations • Manage production line Quality • Prepare yield reports Innovation • Leverage technology for productivity and innovation Workplace Safety and Health • Manage workplace safety and health system • Manage innovation in the business function • Provide suggestions for modifications to existing processes • Recommend ways to reduce waste production
People and Relationship Management • Manage cross functional and culturally diverse teams
People Development • Develop team leaders through capability development and coaching • Manage training • Train cooks to operate automated cooking equipment
Personal Management • Develop self to maintain professional competence at senior management level and Development
Planning and Implementation • Manage and review systems and processes • Manage external service providers
Project Management • Conduct project after-action review
87 88 Head of Central Kitchen Operations Central Kitchen Director (Production Manager) (Factory Manager)
SKILLS CATEGORIES SKILLS OCCUPATION DESCRIPTION
The Central Kitchen Director (Factory Manager) is responsible for managing the overall performance of the Central Quality • Investigate large variances in yield production Kitchen and is expected to maintain an oversight on the different departments. He/she monitors overall production • Manage non-compliance quality cases output levels while ensuring that quality levels are maintained which include investigating variances in yield production • Manage quality system and processes and managing non-compliance cases where necessary. He is also expected to play a role in the setting of new food production standards and Standard Operating Procedures (SOPs) and provide high level inputs on Research and Risk Management • Manage and monitor the operation of compliance management requirements and system Development (R&D) activities. • Manage compliance with food and beverage hygiene policies and procedures He needs to operate in a set-up similar to a food production environment. He should be comfortable with exposure to • Manage loss/risk prevention physically demanding work conditions (i.e. hot and/or cold temperatures) and may also be required to wear a uniform and • Manage risk across business units standard protection gears. • Operationalise and manage corporate governance policy for the business unit
Site/Outlet and • Manage site/outlet and equipment maintenance Equipment Management • Reinstate work stations SKILLS CATEGORIES SKILLS
Business Continuity Management • Develop and maintain business continuity strategies, policies and guidelines • Establish business continuity processes • Provide leadership during crisis situations
Business Negotiation • Direct negotiation policy and develop negotiation limits
Central Kitchen Production • Formulate new food production standards and SOPs • Monitor overall production output levels • Provide high-level input on R&D activities
Change Management • Facilitate innovation and lead managers to manage change
Communications • Establish and maintain strategic business partner relationships • Resolve conflicts with stakeholders
Finance • Develop and establish financial budget and plans
Food and Beverage Production • Manage central production operations • Manage high-volume food production operations • Oversee cost controlling and food purchasing activities
Innovation • Facilitate innovation process within the organisation
Leadership • Lead managers to develop organisational and governance strategies
People and Relationship Management • Foster business relationships and organisational diversity
People Development • Develop managers and high-potential employees through organisational talent capability reviews
Personal Management • Develop self to maintain professional competence to lead an organisation and Development
Planning and Implementation • Develop a business plan • Establish business strategies for the business function • Establish operational plans for the business function • Foster entrepreneurship
Project Management • Lead programme and project after-action review
Quality • Investigate large variances in yield production • Manage non-compliance quality cases
Risk Management • Develop a risk management framework, policy and process • Manage compliance with food and beverage hygiene policies and procedures
89 90 Chief Executive Officer (Managing Director) Notes
OCCUPATION DESCRIPTION
The Chief Executive Officer (Managing Director) leads the development and execution of the company’s long-term strategy with a view to creating shareholder value. He/she is ultimately responsible for all day-to-day management decisions and implementing the company’s long and short-term plans.
He acts as a direct liaison between the board and company management, and communicates to the board on behalf of management, and to shareholders, employees, government authorities, other stakeholders, and the public on behalf of the company. He will strategise on expansion and operation improvement plans, springboard expansion and elevating business to the next level, model and set the company’s culture, values and behaviour, build and lead the senior executive team, and allocate capital to the company’s priorities.
He is a dynamic person with personal initiative, leadership and communication skills. He is also a good strategic thinker with the ability to work hands-on while keeping his eye on the big picture.
SKILLS CATEGORIES SKILLS
Business Continuity Management • Endorse business continuity framework, strategies, policies and plans
Change Management • Facilitate innovation and lead change at the organisational level
Communications • Direct relationships with stakeholders
Finance • Set organisation’s finance philosophy and strategies
Innovation • Lead and be accountable for innovation within the organisation
Leadership • Lead organisation to develop organisational strategic priorities, culture And governance
People and Relationship Management • Build positive relationships with the board • Establish organisational relationships and lead organisational diversity
People Development • Lead organisational succession planning, capability development and Employee engagement
Planning and Implementation • Direct organisational strategies and set targets
Project Management • Steer programme
Risk Management • Endorse the principles of corporate governance and compliance in the organisation • Set risk appetite and risk goals
Sales and Marketing • Direct organisational sales and marketing strategies and business targets
91 92 “You can’t see germs with the naked eye and people often want to do what is convenient,” she explains. To reinforce the importance of food handling, Esther takes proactive Quality Assurance steps and have procedures in checks to pinpoint non- conformance for immediate corrective actions. While this can make her seem like a “policeman”, it is something she sees as worthwhile, and with great meaning.
Esther adds that a good QA Manager is someone OCCUPATIONS PAGE assertive and meticulous, and credits her training in food technology for providing her with this. She was Quality Control Inspector 95 therefore happy to see that skills such as “People and Relationship Management”, “Communications” and Quality Control Supervisor 96 “Change Management” being featured in the Skills Quality Manager 97 Framework for Food Services. Her knowledge in microbiology and experience gained from working in a pharmaceutical company and food production company, has given her the opportunity to lead the microbiology laboratory to research the shelf- life of BreadTalk products. She also works closely with the R&D department to improve the quality of new and existing products, a role that enables her to contribute to the growth of the company which is accredited with ISO22000.
She is also heartened to know that the Skill Framework covers emerging trends such greater use of technology for food production and preparation. The shift from manual to automated operations, will evolve the approach and procedures for which quality control is done. “With more machinery, new processes and larger QA Manager scale of production, I will definitely need to acquire new skills to meet the demands of growing trends. The Esther Ang Ghim Cheng training courses listed in the Skills Framework provides the opportunity to stay relevant in my job.” BreadTalk Pte Ltd It has been an enriching journey for her to get to where QUALITY, FOOD SAFETY AND HYGIENE AS she is today, but she strives to keep on promoting and A CULTURE improving food safety, with an eventual goal of establishing BreadTalk as the regional leader in food safety. A Quality Assurance (QA) Manager’s role is easily summed up as the “food safety police”. At BreadTalk, Esther Ang Ghim Cheng’s role as a QA Manager is to maintain the highest quality of food safety and hygiene With more machinery, new processes procedures in the central kitchen and outlets. and larger scale of production, I will She admits that it is difficult to get people to follow definitely need to acquire new skills certain steps and procedures, as they may be viewed to meet the demands of growing as troublesome or onerous, even though these steps are important and essential. She cited putting on gloves trends. The training courses listed in and a mask as common steps that people tend to skip as the Skills Framework provides the they do not understand the importance of such steps in opportunity to stay relevant in my job. food preparation.
93 94 Quality Control Inspector Quality Control Supervisor
OCCUPATION DESCRIPTION OCCUPATION DESCRIPTION
The Quality Control Inspector assesses the quality of food products for compliance with food safety requirements, the The Quality Control Supervisor supervises the quality control inspectors and oversees overall quality inspection activities organisation’s food quality standards and Standard Operating Procedures (SOPs). He/she is expected to be familiar of the Central Kitchen. He/she is expected to undertake corrective actions for non-compliance cases that can be resolved with food product standards and SOPs, and applies these standards when supervising Quality procedures. He is also within defined procedures. He helps to prepare quality assurance guidelines for all staff and prepares regular audit reports expected to conduct quality assurance checks. to be submitted to the regulatory authorities. He suggests minor modifications to food quality standards and Standard Operating Procedures (SOPs). He operates in a set-up similar to a food production environment. He should be comfortable with exposure to physically demanding work conditions (i.e. hot and/or cold temperatures) and may also be required to wear a uniform He needs to operate in a set-up similar to a food production environment. He should be comfortable with exposure to and standard protection gears. He needs to be comfortable with repetitive activities and manage conflicts with physically demanding work conditions (i.e. hot and/or cold temperatures) and may also be required to wear a uniform and internal employees. standard protection gears. He needs to be comfortable with repetitive activities and manage conflicts with internal employees.
SKILLS CATEGORIES SKILLS SKILLS CATEGORIES SKILLS
Analytical, Conceptual and Evaluative • Solve problems and make decisions at supervisory level Analytical, Conceptual and Evaluative • Solve problems and make decisions at managerial level
Food and Beverage Production • Follow food poduction standards and SOPs Business Continuity Management • Execute crisis management plans
Innovation • Manage productivity improvements Business Negotiation • Apply basic negotiation skills and techniques
People and Relationship Management • Facilitate effective communication and engagement at the workplace Communications • Articulate and discuss ideas • Facilitate effective work teams Innovation • Manage productivity improvements Quality • Conduct quality assurance checks • Provide suggestions for minor modifications to food quality standards and SOPs
Workplace Safety and Health • Maintain workplace safety and health policies and procedures People and Relationship Management • Develop a work team • Lead workplace communication and engagement Workplace Safety and Hygiene • Apply food safety management systems for food service establishments • Supervise, motivate and empower staff
People Development • Conduct orientation and training
Personal Management • Develop self to maintain professional competence at supervisory level and Development
Quality • Assist in quality audits • Prepare quality assurance documentation • Supervise quality procedures • Undertake corrective action for non-compliance quality cases within defined procedures
Site/Outlet and • Implement site/outlet and equipment maintenance plans Equipment Management
Workplace Safety and Health • Manage workplace safety and health system
95 96 Quality Manager Research and Development OCCUPATION DESCRIPTION
The Quality Manager holds overall responsibility for the quality control and assurance function in the Central Kitchen. He/she develops and revises the quality assurance framework for the organisation and modifies the existing food production standards and Standard Operating Procedures (SOPs) when necessary. He is also expected to lead and report on quality audits, identify and resolve problems highlighted in yield reports and manage non-compliance cases. He also OCCUPATIONS PAGE monitors and recommends ways to reduce waste production. Food Technologist 99 He operates in a set-up similar to a food production environment. He should be comfortable with exposure to physically demanding work conditions (i.e. hot and/or cold temperatures) and may also be required to wear a uniform Research and Development Chef 100 and standard protection gears. He needs to be comfortable with repetitive activities and manage conflicts with internal employees.
SKILLS CATEGORIES SKILLS
Analytical, Conceptual and Evaluative • Apply systems thinking in problem-solving and decision-making
Business Continuity Management • Manage and implement business continuity plans • Manage crisis situations
Business Negotiation • Participate in dispute resolution • Participate in negotiations
Central Kitchen Production • Modify existing food quality standards and SOPs
Change Management • Lead team to implement change
Communications • Identify and establish internal and external stakeholder relationships
Innovation • Contribute to innovation process within own scope of work in the business unit • Provide suggestions for modifications to existing processes • Recommend ways to reduce waste production
People and Relationship Management • Manage cross functional and culturally diverse teams
People Development • Conduct orientation and training • Conduct staff performance assessment process • Develop and motivate team members through capability development • Manage training
Personal Management • Develop self to maintain professional competence at managerial level and Development
Planning and Implementation • Provide information for management decision making
Project Management • Implement project administration processes
Quality • Analyse yield reports • Develop quality assurance framework • Lead quality audit • Manage non-compliance quality cases • Manage quality system and processes
Risk Management • Facilitate compliance with legislative and regulatory requirements • Manage compliance with food and beverage hygiene policies and procedures
Site/Outlet and • Manage site/outlet and equipment maintenance Equipment Management
97 98 Food Technologist Research and Development Chef
OCCUPATION DESCRIPTION OCCUPATION DESCRIPTION
The Food Technologist develops new food products, focusing on refining recipe formulation for mass production purposes. The Research and Development Chef works closely with Food Technologist to develop new food products for the Central This includes extending the shelf life, calculating recipe proportions, and recommending substitute ingredients to improve Kitchen. This includes creating the product prototype and refining the taste profile based on experimentation. He/she the taste and colour profile of food products. He/she is expected to participate in enhancing food quality standards and suggests modifications to existing organisational processes where relevant. He assists in quality audits and is involved suggest modifications to existing organisational processes. He also assists in quality audits and recommends ways to in the formulation of food production standards and Standard Operating Procedures (SOPs). He is also consulted on reduce waste production. food products that fail the quality or taste checks and to suggest ways to salvage the batch of food products.
He operates in a set-up similar to a food production environment. He should be comfortable with exposure to physically He needs to operate in a set-up similar to a food production environment. He should be comfortable with exposure to demanding work conditions (i.e. hot and/or cold temperatures) and may also be required to wear a uniform and standard physically demanding work conditions (i.e. hot or cold temperatures) and may also be required to wear uniform and protection gear. standard protection gears.
SKILLS CATEGORIES SKILLS SKILLS CATEGORIES SKILLS
Analytical, Conceptual and Evaluative • Apply systems thinking in problem-solving and decision-making Business Negotiation • Manage and direct negotiations
Business Continuity Management • Manage crisis situations Central Kitchen Production • Create new product prototypes and recipe formulation • Formulate new food production standards and SOPs Business Negotiation • Participate in dispute resolution • Participate in negotiations Change Management • Facilitate innovation and lead team leaders to implement change
Central Kitchen Production • Create new process prototypes Communications • Manage programmes and activities to enhance stakeholder relationships • Formulate new food production standards and SOPs • Refine recipe formulation for mass production Food and Beverage Production • Innovate with new culinary ingredients
Change Management • Lead team to implement change Innovation • Innovate the customer experience • Manage innovation in the business function Communications • Identify and establish internal and external stakeholder relationships • Provide suggestions for modifications to existing processes
Food and Beverage Production • Apply principles of organic and biological chemistry People Development • Develop team leaders through capability development and coaching
Food and Beverage Service • Understand nutritional knowledge and dietary requirements Personal Management • Develop self to maintain professional competence at senior management level and Development Innovation • Contribute to innovation process within own scope of work in the business unit • Provide suggestions for modifications to existing processes Planning and Implementation • Foster entrepreneurship • Recommend ways to reduce waste production • Manage and review systems and processes
People and Relationship Management • Manage cross functional and culturally diverse teams Project Management • Conduct project after-action review
People Development • Develop and motivate team members through capability development Quality • Assist in quality audits
Personal Management • Develop self to maintain professional competence at managerial level Risk Management • Operationalise and manage corporate governance policy for the business unit and Development Sales and Marketing • Optimise sales Planning and Implementation • Provide information for management decision making
Project Management • Implement project administration processes
Quality • Assist in quality audits • Manage non-compliance quality cases
Risk Management • Facilitate compliance with legislative and regulatory requirements
Site/Outlet and • Manage site/outlet and equipment maintenance Equipment Management
99 100 Supporting Organisations and Supporting Organisations and Acknowledgements Acknowledgements
SkillsFuture Singapore (SSG) enhances the competitiveness of our workforce by encouraging workers to learn Molly Roffey’s Irish Pub Pte Ltd Resort World at Sentosa Pte Ltd Sushi Tei Pte Ltd for life and advance with skills. In today’s economy, most jobs require not just knowledge, but also skills. SSG Montreux Jazz International Royal Crown (Foods) Pte Ltd Swiss-bake Pte Ltd collaborates with employers, industry associations, the Union and training organisations, to develop and strengthen the Continuing Education and Training system that is skills-based, open and accessible, as a mainstream pathway MOS Foods Singapore Pte Ltd Royal Plaza on Scotts Synergyinthesky Pte Ltd for all workers - young and older, from rank and file to professionals and executives - to upgrade and advance in National Environment Agency (NEA) Royal T Group Pte Ltd Tatsu Sushi their careers and lives. Ninety Nine F&B Pte Ltd Sakae Holdings Ltd Telepathic Private Limited Novotel Singapore Clarke Quay Salad Stop Pte Ltd The American Club 1-Altitude Déliciae Hospitality Management Humpback Pte Ltd NTUC Foodfare Co-operative SATS Ltd The Culinary Institute of 8 Bar Pte Ltd Indian Chefs Culinary Association Limited America Domino’s Pizza Singapore Pte Ltd (Singapore) Sea King Seafood Trading 8 Steps Holding Pte Ltd Oedo Food Services Pte Ltd The Drunken Poet Elsie’s Kitchen Catering Services Indian Restaurants Association Select Group Pte Ltd ABR Holdings Limited Pte. Ltd (Singapore) (iRAS) One Farrer Pte Ltd The Lo & Behold Group Selfish Gene Café Agri-Food & Veterinary Authority of Fairmont Singapore InterContinental Singapore Orchard Hotel Singapore The Palm Beach Group Singapore (AVA) Sentosa Development Corporation Fart Tarz Café International Food & Beverage Pan Pacific Orchard The Ritz Carlton Millenia All Best Foods Pte Ltd Association (IFBA) Seoul Yummy (KDM Group Pte Ltd) Singapore Finders Keepers Bar Paradise Group Holdings Pte Ltd Ananda Bhavan Singapore Ipanema World Music Bar Shangri-La International Hotel The Seafood Company Pte Ltd FOC Restaurant Park Hotel Group Management Ltd Artisan Bakery Jew Kit Group Pte Ltd The Singapore Curry Pte Ltd Food and Beverage Management ParkRoyal Hotels & Resorts Shangri-La’s Rasa Sentosa Resort Asian Culinary Institute (ACI) Association Singapore (FBMA) Jia Jia Le Cuisine F&B Pte Ltd & Spa The Soup Spoon Pte Ltd Singapore Patisserie G Food Creations Pte Ltd JK Excellent Food Pte Ltd Singapore Chefs’ Association The Wok People Pte Ltd Association of Bartenders & Penta Asia Food LLP Sommeliers Singapore Food, Drinks and Allied Workers JP Pepperdine Group Singapore Halal Culinary Federation The Zest Group Union (FDAWU) Pines Food Delight Pte Ltd (SHCF) At-Sunrice GlobalChef Academy JR Group Holdings Pte Ltd Thirtythree Pte Ltd Frasers Hospitality Pte Ltd Pizza Hut Singapore Pte Ltd Singapore Hotel and Tourism Ba.Li.Ba Jumbo Group Limited Education Centre (SHATEC) Timbre Group Pte Ltd Fresh Fruits Lab Pollen Bay Hotel Singapore Kay Lee Roast Pte Ltd Singapore Junior Chefs Club Tung Lok Group Furama Riverfront Preparazzi Gourmet Belgarath Investments Pte Ltd Kentucky Fried Chicken Song Fa Bak Kut Teh Wheat BaumKuchen Gao Ji Food (S) Pte Ltd Management Pte Ltd Privé Group Pte Ltd Bettr Barista Pte Ltd Soup Restaurant Group Limited Wongtohgoh Pte Ltd Gardenia Foods (S) Pte Ltd Kimly Food Holdings Pte Ltd Project Dignity Pte Ltd Blowfish Entertainment Starbucks Corporation Yum Cha Restaurants Genting Singapore PLC Kitchen Language Qi Ji BreadTalk Group Limited Sterling Trends & Concepts Pte Ltd ZAC Meat & Poultry Pte Ltd Gim Tim Pte Ltd Kitchen Solutions Pte Ltd Quaich@RWS Pte Ltd Brotzeit Pte Ltd Super Bean International Pte Ltd Goodwood Park Hotel Kopitiam Investment Pte Ltd RC Hotels Pte Ltd Brownice Ice Cream Grain Koufu Pte Ltd RE&S Enterprises Pte Ltd Burger King Corporation Grand Ocean Foods Pte Ltd L’Angelus Group Captain K F&B Management Pte Ltd Grand Park City Hall Lavish Dine Catering Pte Ltd Cheek by Jowl Gratify Group Pte Ltd Les Amis Holdings Pte Ltd CityBar Holdings Limited GreenDot Gourmet Pte Ltd Lesaffre Singapore Pte Ltd Commonwealth Capital Pte Ltd Han’s (F&B) Pte Ltd Liberty Coffee Commonwealth Culinary Creations Pte Ltd Harry’s International Pte Ltd Lush Epicurean Commonwealth Retail Concepts Pte Heng Xu Zhao Yan (Xiao Chu) Pte Ltd Mandarin Orchard Singapore In addition, we would like to express our gratitude to the following stakeholders and partners for their contribution to Ltd the development of the Skills Framework for Food Services: Hilton Singapore Mandarin Oriental Hotel Group Conrads Pte Ltd Limited HJH Maimunah Restaurant Pte Ltd Crystal Jade Culinary Concepts Marché International AG • Individuals who have agreed to share their personal career stories Holding Holiday Inn Hotels & Resorts • The Unions who have provided their views and support on behalf of their members Marina Bay Sands Curry & Tandoor Pte Ltd Hotel Jen Orchardgateway • The Industry Associations and Professional Bodies for sharing their business and members’ perspectives Singapore McDonald’s Corporation • Various Government and Government-Linked Agencies for their assistance D&N Singapore Pte Ltd Hotel Jen Tanglin Singapore Minor Food Group Singapore Pte Ltd • Education and Training Providers for the inputs on skills and competencies development
101 102 Wage Information
INDICATIVE MONTHLY INDICATIVE MONTHLY OCCUPATIONS OCCUPATIONS SALARY RANGE* SALARY RANGE*
Chief Executive Officer $11,600 - $17,500 Executive Sous Chef $ 5,000 - $ 8,500
Operations Director / Head Chef $ 2,900 - $ 4,700 $ 4,100 - $ 7,700 Operations Manager Assistant Head Chef $ 2,400 - $ 3,400 Executive Chef $ 5,700 - $ 9,400 Station Chef $ 2,300 - $ 3,000 Central Kitchen Director $ 5,200 - $ 8,000 Senior Cook $ 1,900 - $ 2,500 Head Barista/Barista Supervisor/ $ 2,200 - $ 2,600 Senior Barista Cook $ 1,600 - $ 2,400
Head Bartender / Kitchen Assistant $ 1,400 - $ 2,000 $ 2,300 - $ 2,900 Bartender Supervisor Head of Central Kitchen Operations $ 4,000 - $ 5,600 Barista $ 2,000 - $ 2,300 Central Kitchen Sous Chef $ 2,700 - $ 3,500 Bartender $ 1,900 - $ 2,300 Production Planner $ 2,200 - $ 3,200 Multi-Outlet Manager $ 3,100 - $ 4,700 Central Kitchen Section Lead $ 2,300 - $ 2,800 Outlet Manager $ 2,600 - $ 3,300 Central Kitchen Cook $ 1,400 - $ 2,400 Assistant Outlet Manager $ 2,300 - $ 2,700 Kitchen Assistant $ 1,200 - $ 1,900 Executive $ 2,100 - $ 2,400 Quality Manager $ 4,100 - $ 5,500 Service Supervisor $ 1,700 - $ 2,200 Quality Control Supervisor $ 2,900 - $ 4,000 Host/ Hostess $ 1,600 - $ 2,200 Quality Control Inspector $ 2,200 - $ 3,300 Crew Leader $ 1,600 - $ 2,000 Research & Development Chef $ 3,500 - $ 5,600 Server $ 1,400 - $ 1,800
Service Crew $ 1,300 - $ 1,900
Runner $ 1,400 - $ 1,600
Pastry Chef/Assistant Pastry Chef/ $ 2,100 - $ 3,800 Head Baker
Pastry Cook $ 1,900 - $ 2,500
Baker $ 1,600 - $ 2,300
Assistant Pastry Cook $ 1,700 - $ 2,300
Assistant Baker $ 1,600 - $ 2,100
Source: Wage survey conducted by Ernst & Young Solutions LLP commissioned by SkillsFuture Singapore. * The above data reflects the indicative monthly gross salary which includes allowances and bonuses. Actual salaries may differ due to market conditions and company/organisation policies.
103 S S F F F S S areer a wa s
evera e Service Food a d evera e Service as r a d aki li ar r s e ral i c e rod c io ali ss ra ce esearc a d evelo me
ief ec ive fficer a a i irec or
era io s irec or F irec or
e ral i c e irec or ec ive ef era io s a a er Fac or a a er ead f era io s ssis a era io s irec or ssis a F irec or a e irec or
l i le a a er ro evera e a a er rea a a er is ric a a er ec ive as r ef ec ive So s ef esearc a d evelo me ef F a a er
le a a er ead es a ra a a er S ore a a er ead of Sommelier ar a a er a e a a er oom Service a a er e ral i c e era io s ead ead ef rod c io a a er ead ali Food ar e der as r ef le ef aris a a a er ec olo is i olo is ssis a le a a er ef de isi e ssis a es a ra a a er ssis a S ore a a er Sommelier ssis a ar a a er ssis a a e a a er ssis a oom Services a a er
ec ive F ec ive es a ra ec ive aris a a e ec ive e ral i e ssis a ssis a ead ef i c e S ervisor ar e der S ecialis a a eme rai ee ead rod c io ali o rol as r ssis a le ef So s ef Se ior S ervisor emi aker la er S ervisor ef So s ef ior So s ef aris a Sommelier rea Service S ervisor S ervisor F S ervisor Floor a a er S if a a er ead ai er
S a io ef ef de ar ie ead ef i e Server os os ess rew eader i e ai er as r e ral ali o rol aris a ar e der es aker ommis a ai i c e ela io s ook Se ior ook s ec or Sommelier eam eader Sec io ead fficer ommis ook S a io ook i e ook emi ef
Server ssis a e ral Service ssis a ook ai er as r i c e ook rew aker ommis ook ai ress ook Se ior era or D
D i c e ssis a er i c e i c e rew i c e el er sser Food ecker ssis a e eral el er era or
F F S S F S S S
104