NATIONAL TRAINING & PRODUCTIVITY CENTRE 2020 Handbook Director’s Message I am pleased to present the 2020 Handbook that sets out the skills training that we are offering at the National Training & Productivity Centre. This comprehensive reference book outlines all the courses we are offering, so it is a useful guide for your training needs into 2020-2021. As part of our mandate, NTPC has always been at the forefront of providing Technical and Vocational Education and Training (TVET) programmes to the trade sectors in Fiji. The Department of Automotive and Mechanical, Department of Construction, and the Department of Electrical and Electronic Engineering spearhead the provision of TVET courses. There is a wide range of programmes tailor-made to boost the overall efficiency and productivity of any organisation in Fiji’s trade industries. The technical programs offered at NTPC consist of 70 percent practical learning and 30 percent theory. Students are kept current with Fiji’s industrial practices. Our trainers are industry practitioners, and we have policies in place to ensure that the trainers are always up to date with the current industry practices and developments. We offer multi-skilled qualified trainers who can help students to achieve their goals. Our trainers are capable of delivering training to suit various levels of participants, including those without formal education qualifications. NTPC also has comprehensive courses in Information Technology, Executive Management Tourism, Hospitality Fashion and Travel as well as specialised training in National Productivity and Industry Innovation with a specific aim for the future-readiness of our students for the competitive business and service industries. In the face of globalisation and the introduction of Industry 4.0, retraining is increasingly becoming a necessity for many industries, with the realisation that organisations must change or adapt to remain competitive. To ensure that the training and courses discussed in this Handbook are relevant to Fiji’s needs, NTPC carries out consultations in the form of the annual Industry and Community Discussion Forum as well as constant reviews of the in-service training provided in all our centres. These ensure that our students can be confident that the training they have received is what the industry demands. NTPC is the only recognised administrator and facilitator of apprenticeship programmes in Fiji, as well as Trade testing. These programmes ensure that opportunities are given to skilled individuals so they can remain competitive in the face of growing demands by the industries for a qualified and experienced workforce. NTPC also delivers the Fiji Government-funded Sustainable Livelihood Programme (SLP) in rural and maritime communities through its Non-Formal Education Department. The SLP ensures that all individuals interested in skills training are not left behind. The programmes help develop and empower people in rural and maritime communities with practical skills to assist them to improve their lives and their communities. We hope that this Handbook serves as a useful guide to you and your organisation and we look forward to assisting you at NTPC. Dr. Isimeli Tagicakiverata Director National Training & Productivity Centre III CONTENTS Department Of Tourism Hospitality Fashion & Travel Front Office • Telephone Etiquette 1 • Customer Services 1 • Basic Front Office Supervision 1 • Basic Front Office Management 1 • IT Hospitality Reservation Room Master 2 • IT Hospitality Accommodation Room Master 2 • IT Hospitality Fidelio Opera 3 • Professional Porters and Concierge 3 • Handling Guest Complaint 4 • Reservation Procedure & Services 4 Restaurant Operation • Workplace Hygiene 5 • Restaurant Preparation and Services Stage 1 5 • Restaurant Preparation and Services Stage 2 6 • Bar Preparation and Services 6 • Wine and Beverage Services 7 • Wine Evaluation 7 • Cocktail Mixing 8 • Functions and Banquets 8 • Room Service 9 • Non-Alcoholic Drinks/Espresso Coffee Making 9 • Guerdion / Silver Service 9 • Receiving and storing stocks 10 • Purchasing Procurement 10 • Food and Beverage Cost control and Profit and Loss statement 11 • Food and Beverage Supervision 11 Management, Supervisory and Special Events • Events Planning Management Module I 12 • Events Planning Management Module II 12 • Events Planning Management Module III 13 • Hospitality Human Resource Management Module I 13 • Hospitality Human Resource Management Module II 14 • Hospitality Human Resource Management Module III 14 • Hospitality Human Resource Management Module IV 15 • MDP - Human Resources Management in Hospitality – Unit 1 15 • MDP - Financial Management Literacy – Unit 2 15 • MDP - Sales and Marketing Management in Hospitality – Unit 3 16 • MDP - Business Communication and Report Writing - Unit 4 16 • Dynamic Sales in the Hospitality Industry 17 • Hospitality Supervisory Skills 17 III • Leadership and Management Skills 18 • Building Customer Loyalty through Quality Service 18 • Manage Event Staging 19 • Time Management Essentials in Hospitality 19 • Endure Team Effectiveness 20 • Staging of Events and Functions 20 • Professional Sales in the Hospitality Industry 20 • The Supervisor: Motivation through Leadership 21 Baking and Patisserie • OHS & Kitchen Hygiene in Baking and Patisserie 21 • Basic Baking and Patisserie delights 22 • Basic Coffee shop delicacies 22 • Cake baking 23 • Cream Based cakes 23 • Basic Cake Decoration 24 • Advance Cake Decoration 24 • Pies and tarts 25 • Puff and Choux Pastry 25 • Breads and Rolls 26 • Meringues, Cookies and Biscuits 26 • Croissants, Danish and Breakfast Pastries 27 • Hot and Cold Desserts 27 • Chocolate Works 28 • Cakes for Special Events 28 • Valentines Cake Decoration 29 • Cakes for Special Occasions 29 • Puff and Danish Pastries 30 • Centre Piece Show Case Piece /Margarine Modelling 30 • Novelty Theme Cake 30 • Centre Piece Dessert Setting 31 • Chocolate Works 31 • Mastering Fondant and Plastic Modelling 31 • Chocolate Modelling/Decoration 32 • Hot and Cold Platter Setup 32 Commercial Cookery • 3 Facets Kitchen Hygiene/OHS 33 • Principles & Methods of Cookery 33 • Organize & Prepare Food 33 • Stocks Soups & Sauce Production 34 • Salads and Appetizers 34 • Prepare Sandwiches 34 • Basic Pastries & Cakes 35 • Basic Yeast Goods 35 • Breakfast Cookery / Kitchen Attendance 35 • Poultry & Game Preparation 36 • Fish & Shell fish Preparation 36 • Lamb Pork & Beef Preparation 37 IV V • Innovative Ways of using Local Cuisine 37 • Eggs & Farinaceous 37 • Kitchen Cost Control 38 • Menu Planning 38 • Showpiece & Buffet Techniques 39 • Food Science 39 • Fruit & Vegetable Carving 39 • International Thai Cuisine 40 • Food Commodities 40 • Kitchen Brigade Management 40 • International Thai Cuisine 41 • Food Commodities 41 • Kitchen Brigade Management 42 • Kitchen Brigade ManagementHACCP 43 • Creative Domestic Cooking 43 • Kitchen Safety & Hygiene 44 Housekeeping and Accommodation Services • Hospitality Operation 44 • Roles and Responsibilities of Housekeeping and Customer Service 45 • Professional Guestroom Cleaning & Procedures 45 • IT Hospitality Housekeeping Accommodation Room Master 46 • General Deep Cleaning and Periodic Maintenance 46 • Public Area Cleaning 47 • Sanitation and Hygiene in Guest Room 47 • Laundry Management 47 • Basic Housekeeping Supervision 48 • Basic Housekeeping Cost control 48 • Managing Linen Inventory 49 • Housekeeping Assessment 49 • Service Skills for Housekeepers 50 • Professional Guestroom Cleaning 50 • Safe Chemical Handing Procedures 50 • Basic Room Attendant Skills 51 • Advance Room Attendant Skills 51 • Exceptional Customer Service for Housekeepers 51 • Accommodation and Laundry Service 52 • Housekeeping Accommodation Supervision 52 • Accommodation Inventory Management 52 • Public Area Cleaning 53 53 TAFE Tourism & Hospitality Franchised Program • Certificate III in Commercial Cookery SIT30816 54 • Diploma of Travel and Tourism Management SIT50116 54 • Diploma of Hospitality SIT50416 54 Travel & Tourism • Fiji Tourism Industry Knowledge 55 • Tour Guiding Fundamentals 55 IV V • Dealing with Customers and Colleagues 56 • Strategic Selling Skills of Tourism Products and Services 56 • Co-ordinate Arrival and Departure Assistance 56 • Inbound Travel Services 1 57 • Inbound Travel Services 2 57 • Inbound Travel Services 3 58 • Certificate of Attainment -Assessment 58 • Travel and Tourism Supervisory Skills 58 • Coordinate and Operate Tours 59 • Develop and Manage Quality Customer Service Practices in Hospitality 59 • Exceptional Customer Services for Hospitality 60 • Effectively Managing Guest Complaints 60 • Lead and Manage People in the Hospitality Industry 60 • Plan Functions and Events for Hospitality 61 • Managing Diversity and Workplace 61 • Service Ambassadors in Hospitality Industry 61 Recreation & Tourism • Introduction to Recreation and Tourism 62 • Tour Guiding Fundamentals 62 • Customer Service and Handling Guest Complaints 63 • Tourism Product Development 63 • Eco Tourism Fundamentals 64 • International Tourism 64 • Marine Education 65 • Child Care for Hotels and Resorts 65 • Being Innovative Recreational Personnel 66 • Basic Customer skills for Recreational activities 66 • Customer Retention Strategies for Recreational Tourism 67 • Eco Tourism Management 67 • Effective Safe Camping 68 • Workplace Leadership in Tourism Industry 68 • Effective Team Player 69 • Recreational event Management 69 • Recreational Programme Planning 70 • Sports and Recreational Studies 70 Beauty Therapy &