Tiêu chuẩn nghề du lịch Viêt Nam - Tourist Boat Service (Phần 1)

Nội dung text: Tiêu chuẩn nghề du lịch Viêt Nam - Tourist Boat Service (Phần 1)

1. MINISTRY OF CULTURE, SPORTS AND TOURISM VIETNAM NATIONAL ADMINISTRATION OF TOURISM VIETNAM TOURISM OCCUPATIONAL STANDARDS TOURIST BOAT SERVICE Hanoi, 2015
2. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOURIST BOAT SERVICE ACKNOWLEDGEMENTS: The Vietnam Tourism Occupational Standards for Tourist Boat Service were developed by the EU-funded “Environmentally & Socially Responsible Tourism Capacity Development Programme” (ESRT Programme) on behalf of Ministry of Culture, Sports and Tourism/Vietnam National Administration of Tourism. The content was developed by a team of international and local experts with support from technical working groups, government departments, the tourism industry and local colleges. ESRT would sincerely like to thank all individuals and groups for their valued contributions to the development of these materials with special mention to the • Ministry of Culture, Sports and Tourism (MCST) • Ministry of Labour, Invalids and Social Affairs (MOLISA) • Ministry of Education and Training (MOET) • Vietnam National Administration of Tourism (VNAT) • Vietnam Tourism Certification Board (VTCB) • Hotel and Travel Associations and members • Delegation of the European Union to Vietnam © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 5
3. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOURIST BOAT SERVICE GLOSSARY ITEM DEFINITION Assessment The process of making judgements about the extent to which a candidate’s work meets the assessment criteria for a qualification or unit, or part of a unit Assessment criteria Assessment criteria list the performance/skills and knowledge and understanding that need to be assessed Assessment methods VTOS allows a variety of assessment methods that are appropriate for different types of performance or knowledge Assessor An experienced person who is qualified to assess the performance of the candidate and usually from the same area of work, e.g. Front Office Supervisor Assessor guide A guide for assessors on how to assess the candidate and how to record and document the candidate performance and knowledge Attitudes/behaviours Attitudes and behaviours impact on the quality of work performance and so these are important aspects of ‘being competent.’ Attitudes and behaviours describe the general ways in which individuals go about achieving the outcomes Certification The award of a certificate or diploma to a candidate based on assessment of performance Competency Competency is the ability to apply specific skills, knowledge and behaviours/attitudes necessary to fulfil the job requirements satisfactorily Core units Core units include basic competencies that all employees must possess (e.g. communication skills) Functional units Functional (technical/professional) units relate to the hospitality or tourism job itself Generic units Generic competencies are those competencies that are common to a group of jobs such as cookery or travel Management units These are the generic competencies for roles in an organization that involve managing, supervising or influencing the work of others in some way Standards Occupational standards define the knowledge, skills and attitudes/behaviours (competence) required for effective workplace performance Unit of competence A unit is the smallest part of a qualification can be certified individually VTOS Vietnam Tourism Occupational Standards © Environmentally & Socially Responsible Tourism Capacity Development Programme 6 funded by the EU
4. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOURIST BOAT SERVICE CONTENTS ACKNOWLEDGEMENTS 5 GLOSSARY 6 CONTENTS 7 I. INTRODUCTION 9 VTOS DEVELOPMENT METHODOLOGY 9 VTOS LEVELS AND QUALIFICATIONS 10 VTOS COMPETENCY UNITS 11 UNIT STRUCTURE 12 II. TOURIST BOAT SERVICE OCCUPATIONS 14 LIST OF UNITS OF COMPETENCE 15 TOURIST BOAT SERVICE QUALIFICATIONS 16 III. DETAILED STANDARDS 19 HKS1.1. UNIT TITLE: ARRANGE TROLLEY AND EQUIPMENT 19 HKS1.2. UNIT TITLE: SERVICE A GUEST ROOM 21 HKS1.4. UNIT TITLE: CLEAN AND MAINTAIN FACILITIES AND EQUIPMENT 24 FBS1.1. UNIT TITLE: PREPARE THE RESTAURANT FOR FOOD SERVICE 27 FBS1.4. UNIT TITLE: TAKE AND PLACE AN ORDER 29 FBS1.5. UNIT TITLE: SERVE FOOD AT TABLE 31 FBS1.6. UNIT TITLE: SERVE DRINKS AND ACCOMPANIMENTS 33 FBS1.7. UNIT TITLE: CLEAR TABLE 35 TBS1.1. UNIT TITLE: TRANSFER TOURISTS TO, FROM AND BETWEEN VESSELS 37 TBS1.2. UNIT TITLE: MAINTAIN PERSONAL HEALTH, SAFETY AND ENVIRONMENTAL STANDARDS ON BOARD A TOURISM VESSEL 40 TBS1.3. UNIT TITLE: SURVIVE AT SEA IN EVENT OF VESSEL ABANDONMENT 42 TBS2.1. UNIT TITLE: PREVENT, CONTROL AND FIGHT FIRES ON BOARD A TOURIST VESSEL 45 TBS2.2. UNIT TITLE: RESPOND TO SERIOUS EMERGENCIES ON BOARD A VESSEL 47 FBS2.1. UNIT TITLE: OPERATE A BAR 49 FBS2.2. UNIT TITLE: SERVE WINE 51 HRS3. UNIT TITLE: CONDUCT A STAFF PERFORMANCE REVIEW 53 HRS7. UNIT TITLE: PROVIDE ON-THE-JOB COACHING 56 HRS8. UNIT TITLE: DELIVER A GROUP TRAINING SESSION 59 HRS9. UNIT TITLE: QUALITY ASSURE WORK IN YOUR TEAM 62 HRS10. UNIT TITLE: PLAN, ALLOCATE AND MONITOR WORK OF A TEAM 65 FMS4. UNIT TITLE: PREPARE AND ANALYSE FINANCIAL STATEMENTS AND REPORTS 69 HRS11. UNIT TITLE: IMPLEMENT OCCUPATIONAL HEALTH AND SAFETY PRACTICES 72 CMS1. UNIT TITLE: MANAGE QUALITY SERVICE AND CUSTOMER SATISFACTION 76 GAS6. UNIT TITLE: MANAGE DAILY OPERATIONS 80 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 7
5. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOURIST BOAT SERVICE COS2. UNIT TITLE: WORK EFFECTIVELY WITH OTHERS 82 COS4. UNIT TITLE: USE ENGLISH AT A BASIC OPERATIONAL LEVEL 84 COS6. UNIT TITLE: PROVIDE BASIC FIRST AID 86 GES1. UNIT TITLE: PREPARE FOR WORK 89 GES2. UNIT TITLE: RECEIVE AND RESOLVE COMPLAINTS 92 GES4. UNIT TITLE: PROCESS FINANCIAL TRANSACTIONS 94 GES5. UNIT TITLE: ORDER AND RECEIVE NEW STOCKS 96 GES8. UNIT TITLE: MAINTAIN FOOD SAFETY AND HYGIENE 99 GES9. UNIT TITLE: DEVELOP GUEST RELATIONSHIPS 102 GES11. UNIT TITLE: ORGANISE TOURS AND EXCURSIONS 104 GES12. UNIT TITLE: APPLY RESPONSIBLE TOURISM PRINCIPLES 106 © Environmentally & Socially Responsible Tourism Capacity Development Programme 8 funded by the EU
6. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOURIST BOAT SERVICE I. INTRODUCTION With the aim to help meet the needs for a qualified workforce for the tourism industry in Vietnam, the EU-funded, Environmentally & Socially Responsible Tourism Capacity Development Programme (ESRT) was tasked to revise the Vietnam Tourism Occupational Skills Standards (VTOS) which were originally developed under the EU-funded Human Resource Development in Tourism Project (HRDT). The revised VTOS have been developed and benchmarked against international occupational standards and ASEAN Common Competency Standards for Tourism Professionals (ACCSTP) and will satisfy the requirements of the ASEAN Mutual Recognition Arrangement for Tourism Professionals (MRA-TP). Occupational Standards refer to the agreed minimum best practice for jobs in the tourism/hospitality industry, and include the statutory (legal, health, safety, security) requirements. They specify what a person should know and do, as well as the way they do their work, in order to carry out the functions of a particular job in the context of the work environment. VTOS covers two major divisions within the tourism sector (hospitality and travel) with six key occupational areas in line with ASEAN: Hospitality Division (Front Office Operations, Housekeeping Operations, Food & Beverage Service, Food Preparation) and Travel Division (Travel & Tour Operations, Tour Guiding). VTOS also includes four specialist areas (Hotel Management, Small Accommodation Operations, On-site Tour Guiding, and Tourist Boat Service) to meet the unique requirements of Vietnam tourism industry. VTOS units of competence have been grouped to provide a range of industry-relevant qualifications/job titles from basic to advanced levels and also a number of diplomas suitable for college teaching, therefore making it relevant for the industry and the formal education sector. VTOS can be used by: Hospitality and travel companies to set a standard for how the work of their employees should be completed. VTOS units can be used for training staff in the key skills and job functions for a range of skills. In addition VTOS can be used to assess the performance of staff against the standards. Organizations can arrange to register their staff with an assessment centre to formally recognise or assess their skills and gain a certificate. Colleges and training organisations to design their hospitality or tourism curriculum. VTOS clearly specifies the skills, knowledge and behaviours required for particular jobs in the industry. VTOS units can be compiled to provide a curriculum for a range of education and training courses or programmes. VTOS DEVELOPMENT METHODOLOGY VTOS was prepared by conducting a detailed functional analysis of hospitality and tourism jobs with a technical working group of industry experts to identify the key competencies needed for jobs for the tourism sector. The functional analysis provides an accurate and detailed separation of the functions which have to be carried out in order to achieve the key purpose of the sector, occupation or area of work. A review of Vietnam tourism qualifications and occupational standards has been conducted via a national Training Needs Assessment (TNA). The outcome of the TNA identified areas of skills shortages and defined skills requirements and competencies that will be required of tourism professionals. Six occupational areas identified by ASEAN and the previous Vietnam Tourism Occupational Skills Standards were then used as a baseline to verify the findings of the functional analysis, and the competencies identified by the Technical Working Groups were then benchmarked against international standards to ensure any gaps were filled. The VTOS were then developed using an international occupational standards approach which developed the contents of the standards as competencies in a format compatible with ASEAN. The units of competence include a unit title, the performance criteria, knowledge requirements, conditions of performance and variables, assessment criteria, assessment methods and references to ACCSTP. These competencies were then grouped into levels according to the ASEAN definition. VTOS units of competence were prepared by a team of international and Vietnamese subject experts. The units were reviewed by Technical Working Groups comprising industry practitioners and vocational trainers from local institutions. Feedback from these consultations have been incorporated, revised into the standards, and a selection of units have been piloted with trainees to ensure the level and content was appropriate for the job areas identified. © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 9
7. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOURIST BOAT SERVICE VTOS LEVELS AND QUALIFICATIONS VTOS consists of five qualification levels in six key occupational areas Level 5 (Advanced Diploma 5) Sophisticated, broad and specialised competence with senior management skills; Technical, creative, conceptual or managerial applications built around competencies of either a broad or specialised base and related to a broader organisational focus. Level 4 (Diploma 4) Specialised competence with managerial skills; Assumes a greater theoretical base and consists of specialised, technical or managerial competencies used to plan, carry out and evaluate work of self and/or team. Level 3 (Certificate 3) Greater technical competence with supervisory skills; More sophisticated technical applications involving competencies requiring increased theoretical knowledge, applied in a non-routine environment and which may involve team leadership and increased responsibility for outcomes. Level 2 (Certificate 2) Broad range of skills in more varied context with more responsibilities; Skilled operator who applies a broad range of competencies within a more varied work context and capable for working in groups, working independently in some cases and taking a significant responsibility for their own work results and products. Level 1 (Certificate 1) Basic, routine skills in a defined context; A base operational qualification that encompasses a range of functions/activities requiring fundamental operational knowledge and limited practical skills in a defined context. © Environmentally & Socially Responsible Tourism Capacity Development Programme 10 funded by the EU
8. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOURIST BOAT SERVICE VTOS COMPETENCY UNITS VTOS is structured in units of competence using a modular format so that it is flexible and easily adapted for different jobs, personnel and qualifications. It is suitable for use in small to medium enterprises, large hotels, tour operator and travel companies, as well as for use in colleges and educational institutions. It can be used as the basis for curriculum in colleges. In addition, VTOS includes units on Responsible Tourism suitable for a range of jobs from all occupations. In this way, VTOS has been developed with the flexibility required for a fast-growing tourism industry as well as the breadth required for a range of technical and highly professional jobs at a number of levels from entry level up to Senior Management level. VTOS consists of a range of units of competence that specify particular skills, knowledge and behaviours/attitudes necessary to fulfil the job requirements satisfactorily. Each job will consist of a blend of functional, core and generic units. • Functional (technical/professional) competencies are specific to roles or jobs within the tourism industry, and include the specific skills and knowledge (know-how) to perform effectively (e.g. food service, tour guiding etc.). • Core (common) competencies include the basic skills that most employees should possess (e.g., working with others, language and IT skills). These competencies are essential for anyone to do their job competently. • Generic (job related) competencies are those competencies that are common to a group of jobs. They often include general job competencies that are required in a number of occupations (e.g., health & safety), as well as job specific competencies that apply to certain occupations more than others (e.g., close the shift). • Management competencies are the generic competencies for roles in an organization that involve managing, supervising or influencing the work of others in some way. They may be specific to a job role (supervise housekeeping operations) or general to any supervisory/management role (arrange purchase of goods and services etc.). • Responsible tourism competencies are the specific skills required for the operation and management in the organisation for the enhancement of the quality of services and products towards a sustainable tourism development, operations and products of responsible tourism. Abbreviations for group of units COS Core Standards FBS Food & Beverage Service Standards GES Generic Standards FOS Front Office Operations Standards RTS Responsible Tourism Standards FPS Food Preparation Standards CMS Customer Service & Marketing Management HKS Housekeeping Operations Standards Standards FMS Financial Management Standards TBS Tourist Boat Service Standards GAS General Administration Management TGS Tour Guiding Standards Standards HRS Human Resource Management Standards TOS Travel & Tour Operation Standards SCS Security Management Standards © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 11
9. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOURIST BOAT SERVICE UNIT STRUCTURE The VTOS units of competence comprise the following: Unit Section Description Example Unit Number • Number of the unit e.g. FOS1.3 is Front FOS1.3 Office Operations Standard, Level 1, Unit 3 Unit Title • Title of the Unit PROVIDE GUEST SERVICES Unit Descriptor • Summary or overview of the unit This unit describes the competencies required by front office staff to interface of with guests in a number of varied situations, responding to their requirements and expectations with cultural and professional sensitivity to satisfy needs and resolve problems. Elements • Units are divided into two or more E1. Handle questions and requests elements that describe the activities the E2. Process safety deposit boxes person has to carry out. E3. Exchange foreign currency • Elements can provide structure to a E4. Handle guest disbursements complex function and break up long lists of Performance Criteria by presenting them in logical sections Performance • Performance Criteria should be observable E1. Handle questions and requests Criteria and measurable so they can be accurately P1. Answer guest questions and enquiries assessed. promptly and courteously and take personal • Performance (skills) will normally be responsibility for finding the answers assessed by observation (levels 1-3) or by P2. Assist guests in making bookings for documentary evidence of performance restaurants, conferences or banquets etc from the workplace, especially at P3. Compile a dossier of information commonly management level (levels 4-5). requested or likely to be asked for P4. Prepare local contact numbers and contact details for guest use P5. Knowledge • Units of competence include essential K1. Explain the benefits and alternatives for Requirements underpinning knowledge that enables the airline travel and associated travel means work to be done with understanding. such as trains, buses and taxis • Knowledge includes understanding of K2. Explain the procedure for travel facts, principles and methods which reservations, confirmations and how to ensure that the person who measures up enquire about regarding flight status to the standard can be effective in other K3. Describe the procedures for issuing, organisations, related job roles and work allowing access to and closing a safety contexts and be better placed to deal with deposit box the unusual or unexpected. K4. Describe the steps in exchanging currency • Each knowledge item will normally be for a guest assessed by oral or written questioning. © Environmentally & Socially Responsible Tourism Capacity Development Programme 12 funded by the EU
10. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOURIST BOAT SERVICE Unit Section Description Example Conditions of • Conditions of performance and variables 4. Cash disbursements may include: performance takes account of the fact that the real • Paid-out as a reverse cash transaction in and variables world contains many variables, and the the cash account folio debiting the guest units should cover these (e.g. in a hotel, a account receptionist may encounter many different • A cash receipt docket signed by the guest types of customer and different hotels may and retained in the folio bin provide different facilities). • In certain establishment supervisory • Rather than include these differences in authorisation may be required for such the performance criteria, the range of transactions with limits applying variables will identify different types of activities and conditions under which the performance could take place. Assessment This section specifies theamount and type Evidence of the following is required: Guide of evidence needed to show that the trainee/ 1. At least three different requests or issues learner has met the standards specified in the handled accurately and satisfactorily performance criteria and in all the 2. At least two safety deposit boxes issued circumstances defined in the evidence of according to procedures achievement. 3. At least three foreign currency transactions • Evidence of the candidate’s performance, handled accurately according to procedures knowledge, understanding and skills needs 4. At least two guest disbursements made to be recorded and examined for quality according to procedures control purposes. • This is often presented in a folder known Assessment must ensure: as a portfolio of evidence or in a passbook. • Access to an actual workplace or simulated • Assessment needs to be cost effective and environment time efficient to be sustainable. • Access to office equipment and resources • All assessment needs to be internally • Documentation of guest transactions as verified by an assessment centre to ensure evidence of performance it is valid, current, rigorous and objective. Assessment The main assessment methods for VTOS This unit may be assessed on or off the job Methods include: • Assessment can include evidence and • Assessors observing trainees at work (or, documentation from the workplace or in some cases, under realistic simulated through a simulation activity, supported by conditions) a range of methods to assess underpinning • Trainees supplying examples of records knowledge and documents that show they work to the • Assessment must relate to the individual’s standard work area or area of responsibility • Line managers and supervisors providing The following methods may be used to assess: statements about the trainee’s work • Case studies • Candidate answering questions from their • Observation of practical candidate assessors or completing written tests performance • Oral and written questions • Documentation from the workplace • Problem solving • Role plays • Third party reports completed by a supervisor • Project and assignment work Relevant • The relevant job roles/job titles for which Front Desk Officer, FO Clerk, Guest Service Occupations the unit is appropriate Agent, Receptionist, Front Office Supervisor ACCSTP • Cross-reference to the relevant standard DH1.HFO.CL2.03 1.8, 3.6, 4.2 References from (ASEAN Common Competency Standards for Tourism Professionals), if available © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 13
11. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOURIST BOAT SERVICE II. TOURIST BOAT SERVICE OCCUPATIONS The following VTOS Standards for Tourist Boat Service staff have been prepared to give tourist boat companies and staff clear guidelines and standards on implementing quality processes in their work and in their businesses. The aim is to enable companies to develop a strong reputation for customer and service quality and thereby improve the business and profitability of their company. © Environmentally & Socially Responsible Tourism Capacity Development Programme 14 funded by the EU
12. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOURIST BOAT SERVICE LIST OF UNITS OF COMPETENCE Levels Ref Unit No Unit Title Core Generic 1 2 3 4 5 1 HKS1.1 ARRANGE TROLLEY AND EQUIPMENT  2 HKS1.2 SERVICE A GUEST ROOM  3 HKS1.4 CLEAN AND MAINTAIN FACILITIES AND EQUIPMENT  4 FBS1.1 PREPARE THE RESTAURANT FOR FOOD SERVICE  5 FBS1.4 TAKE AND PLACE AN ORDER  6 FBS1.5 SERVE FOOD AT TABLE  7 FBS1.6 SERVE DRINKS AND ACCOMPANIMENTS  8 FBS1.7 CLEAR TABLE  TRANSFER TOURISTS TO, FROM AND BETWEEN 9 TBS1.1  VESSELS MAINTAIN PERSONAL HEALTH, SAFETY AND 10 TBS1.2 ENVIRONMENTAL STANDARDS ON BOARD A  TOURISM VESSEL SURVIVE AT SEA IN EVENT OF VESSEL 11 TBS.1.3  ABANDONMENT PREVENT, CONTROL AND FIGHT FIRES ON BOARD 12 TBS2.1  A TOURIST VESSEL RESPOND TO SERIOUS EMERGENCIES ON BOARD 13 TBS2.2  A VESSEL 14 FBS2.1 OPERATE A BAR  15 FBS2.2 SERVE WINE  16 HRS3 CONDUCT A STAFF PERFORMANCE REVIEW  17 HRS7 PROVIDE ON-THE-JOB COACHING  18 HRS8 DELIVER A GROUP TRAINING SESSION  19 HRS9 QUALITY ASSURE WORK IN YOUR TEAM  20 HRS10 PLAN, ALLOCATE AND MONITOR WORK OF A TEAM  PREPARE AND ANALYSE FINANCIAL STATEMENTS 21 FMS4  AND REPORTS IMPLEMENT OCCUPATIONAL HEALTH AND SAFETY 22 HRS11  PRACTICES MANAGE QUALITY SERVICE AND CUSTOMER 23 CMS1  SATISFACTION 24 GAS6 MANAGE DAILY OPERATIONS  25 COS2 WORK EFFECTIVELY WITH OTHERS  26 COS4 USE ENGLISH AT A BASIC OPERATIONAL LEVEL  27 COS6 PROVIDE BASIC FIRST AID  28 GES1 PREPARE FOR WORK  29 GES2 RECEIVE AND RESOLVE COMPLAINTS  30 GES4 PROCESS FINANCIAL TRANSACTIONS  31 GES5 ORDER AND RECEIVE NEW STOCKS  32 GES8 MAINTAIN FOOD SAFETY AND HYGIENE  33 GES9 DEVELOP GUEST RELATIONSHIPS  34 GES11 ORGANIZE TOURS AND EXCURSIONS  35 GES12 APPLY RESPONSIBLE TOURISM PRINCIPLES  © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 15
13. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOURIST BOAT SERVICE TOURIST BOAT SERVICE QUALIFICATIONS Cert No Occupational Qualifications Level CTBS1 Certificate in Tourist Boat Service 1 CTBS2 Certificate in Tourist Boat Service 2 CTBSS3 Certificate in Tourist Boat Service Supervision 3 CTBS1 - Certificate in Tourist Boat Service Level 1 (18 units) Levels Ref Unit No Unit Title Core Generic 1 2 3 4 5 1 HKS1.1 ARRANGE TROLLEY AND EQUIPMENT  2 HKS1.2 SERVICE A GUEST ROOM  3 HKS1.4 CLEAN AND MAINTAIN FACILITIES AND EQUIPMENT  4 FBS1.1 PREPARE THE RESTAURANT FOR FOOD SERVICE  5 FBS1.4 TAKE AND PLACE AN ORDER  6 FBS1.5 SERVE FOOD AT TABLE  7 FBS1.6 SERVE DRINKS AND ACCOMPANIMENTS  8 FBS1.7 CLEAR TABLE  TRANSFER TOURISTS TO, FROM AND BETWEEN 9 TBS1.1  VESSELS MAINTAIN PERSONAL HEALTH, SAFETY AND 10 TBS1.2 ENVIRONMENTAL STANDARDS ON BOARD A  TOURISM VESSEL 11 TBS1.3 SURVIVE AT SEA IN EVENT OF VESSEL ABANDONMENT  12 COS2 WORK EFFECTIVELY WITH OTHERS  13 COS4 USE ENGLISH AT A BASIC OPERATIONAL LEVEL  14 COS6 PROVIDE BASIC FIRST AID  15 GES1 PREPARE FOR WORK  16 GES8 MAINTAIN FOOD SAFETY AND HYGIENE  17 GES9 DEVELOP GUEST RELATIONSHIPS  18 GES12 APPLY RESPONSIBLE TOURISM PRINCIPLES  © Environmentally & Socially Responsible Tourism Capacity Development Programme 16 funded by the EU
14. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOURIST BOAT SERVICE CTBS2 - Certificate in Tourist Boat Service Level 2 (18 units) Levels Ref Unit No Unit Title Core Generic 1 2 3 4 5 TRANSFER TOURISTS TO, FROM AND BETWEEN 1 TBS1.1  VESSELS MAINTAIN PERSONAL HEALTH, SAFETY AND 2 TBS1.2 ENVIRONMENTAL STANDARDS ON BOARD  A TOURISM VESSEL SURVIVE AT SEA IN EVENT OF VESSEL 3 TBS1.3  ABANDONMENT PREVENT, CONTROL AND FIGHT FIRES ON BOARD 4 TBS2.1  A TOURIST VESSEL RESPOND TO SERIOUS EMERGENCIES ON BOARD 5 TBS2.2  A VESSEL 6 FBS2.1 OPERATE A BAR  7 FBS2.2 SERVE WINE  8 COS2 WORK EFFECTIVELY WITH OTHERS  9 COS4 USE ENGLISH AT A BASIC OPERATIONAL LEVEL  10 COS6 PROVIDE BASIC FIRST AID  11 GES1 PREPARE FOR WORK  12 GES2 RECEIVE AND RESOLVE COMPLAINTS  13 GES4 PROCESS FINANCIAL TRANSACTIONS  14 GES5 ORDER AND RECEIVE NEW STOCKS  15 GES8 MAINTAIN FOOD SAFETY AND HYGIENE  16 GES9 DEVELOP GUEST RELATIONSHIPS  17 GES11 ORGANIZE TOURS AND EXCURSIONS  18 GES12 APPLY RESPONSIBLE TOURISM PRINCIPLES  © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 17
15. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOURIST BOAT SERVICE CTBSS3 - Certificate in Tourist Boat Service Supervision Level 3 (17 units) Levels Ref Unit No Unit Title Core Generic 1 2 3 4 5 PREVENT, CONTROL AND FIGHT FIRES ON BOARD A 1 TBS2.1  TOURIST VESSEL RESPOND TO SERIOUS EMERGENCIES ON BOARD A 2 TBS2.2  VESSEL 3 FBS2.1 OPERATE A BAR  4 FBS2.2 SERVE WINE  5 HRS3 CONDUCT A STAFF PERFORMANCE REVIEW  6 HRS7 PROVIDE ON-THE-JOB COACHING  7 HRS8 DELIVER A GROUP TRAINING SESSION  8 HRS9 QUALITY ASSURE WORK IN YOUR TEAM  9 HRS10 PLAN, ALLOCATE AND MONITOR WORK OF A TEAM  PREPARE AND ANALYSE FINANCIAL STATEMENTS 10 FMS4  AND REPORTS IMPLEMENT OCCUPATIONAL HEALTH AND SAFETY 11 HRS11  PRACTICES MANAGE QUALITY SERVICE AND CUSTOMER 12 CMS1  SATISFACTION 13 GAS6 MANAGE DAILY OPERATIONS  14 GES2 RECEIVE AND RESOLVE COMPLAINTS  15 GES4 PROCESS FINANCIAL TRANSACTIONS  16 GES5 ORDER AND RECEIVE NEW STOCKS  17 GES11 ORGANIZE TOURS AND EXCURSIONS  © Environmentally & Socially Responsible Tourism Capacity Development Programme 18 funded by the EU
16. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOURIST BOAT SERVICE III. DETAILED STANDARDS HKS1.1. UNIT TITLE: ARRANGE TROLLEY AND EQUIPMENT UNIT DESCRIPTOR This unit describes the competencies required to arrange the attendant’s trolley ready for a shift with the correct levels of linen, amenities, cleaning equipment and products in a secure and professional manner. ELEMENTS AND PERFORMANCE CRITERIA E1. Prepare trolley for cleaning room service E2. Stock trolley with required materials P1. Collect attendants’ room assignment P4. Calculate and order the required materials P2. Pick up housekeeping trolley from the pantry P5. Collect all required materials from the store P3. Check the trolley prior to use P6. Store all items in the trolley shelves or caddy P7. Check trolley is ready for use KNOWLEDGE REQUIREMENTS K1. Describe room types, common bed types and K3. Describe housekeeping trolley and cleaning their dimensions equipment K2. List cleaning agents, guest amenities and room K4. Explain methods of loading housekeeping supplies, linen and towels trolley with linens, suppliers and equipment CONDITIONS OF PERFORMANCE AND VARIABLES 1. Rooms types may include but not limited to: 3. Cleaning equipment may include: • Single room • Vacuum cleaner • Double room • Broom • Triple room • Brushes • Studio room • Mop/Pad • Executive room • Wringers • Connecting room • Cleaning cloths • Suite room • Dustpan • Presidential room • Gloves 2. Trolley equipment should include: 4. Guest amenities may include: • All items for daily cleaning • Soap • Supplies and utilities for guest room • Bath gel • Spoiled linen and rubbish from guest room • Shampoo • Note that in some accommodation premises, • Hair conditioner hand or back basket is used instead of trolley • Body cream • Bath salt • Sewing kit • Bath slippers © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 19
17. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOURIST BOAT SERVICE CONDITIONS OF PERFORMANCE AND VARIABLES 5. The common bed types may include: 7. Caddy content may include: • King sized bed (double) • Multi-purpose solution • Queen sized bed (double) • Disinfectant solution • Single bed • Cleaning chemicals • Sofa bed • Toilet solution • Extra bed • Carpet freshener, furniture polish • Others 6. Room supplies may include: • Stationery • Pen or pencil • Paper • Envelopes • Toilet paper • Sanitary bags • Laundry lists and bags • Hotel directory • Pens • Maps and welcome card • Instructions for TV • Mini-bar lists • Matches • Tissues • Promotional folders • Do-not-Disturb sign/Make up room sign • Room service menu • Cups and glasses ASSESSMENT GUIDE ASSESSMENT METHODS The following competencies must be assessed This unit may be assessed on or off the job as part of this unit: Assessment should include practical demonstration 1. Trolleys prepared correctly before beginning either in the workplace or through a simulation room servicing on at least 4 occasions activity, supported by a range of methods to assess 2. Correctly calculating and ordering new underpinning knowledge materials to restock trolley on at least 2 occasions The following methods may be used to assess competency for this unit: • Case studies • Observation of practical candidate performance • Oral and written questions • Portfolio evidence • Problem solving • Role plays • Third party reports completed by a supervisor • Project and assignment work RELEVANT OCCUPATIONS ACCSTP REF Room Attendant, Public Area Cleaner, Housekeeper DH1.HHK.CL3.01 © Environmentally & Socially Responsible Tourism Capacity Development Programme 20 funded by the EU
18. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOURIST BOAT SERVICE HKS1.2. UNIT TITLE: SERVICE A GUEST ROOM UNIT DESCRIPTOR The unit covers the competencies required from housekeeping attendants to prepare rooms for guests in a commercial accommodation establishment. ELEMENTS AND PERFORMANCE CRITERIA E1. Enter a room E4. Review operational readiness of room P1. Observe room entry procedures to ensure P9. Check operational readiness of all items and guest privacy electronic equipment P2. Service room with open/or close door at all P10. Replenish guest bathroom supplies times P11. Replenish room supplies and refill mini – bar items E2. Make beds P3. Strip beds and mattresses, check pillows and P12. Handle lost and found items of departed linen guests P4. Make the beds with fresh linen unless guest E5. Close door and leave requests no change of linen P13. Remove dirty linen and trolley from cleaned P5. Segregate items with stains for laundry room P14. Carry out final inspection process using E3. Clean room and bathroom checklist/status report P6. Clean surfaces, furniture, fixtures, mirrors, glass & plastics P15. Shut windows and lock door P7. Clean bath, shower, toilets, vanity area and E6. Provide additional housekeeping services bathroom floor P16. Provide turn-down service P8. Clean/vacuum floor and other areas P17. Carry out rotational cleaning duties P18. Lend equipment to guests as requested KNOWLEDGE REQUIREMENTS K1. Explain the steps in entering the room K4. Describe the steps in cleaning bedroom K2. Explain the steps in making beds K5. List the items of room supplies and bathroom K3. Describe the steps in cleaning bathroom amenities K6. Describe any health and safety issues in servicing guest rooms © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 21
19. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOURIST BOAT SERVICE CONDITIONS OF PERFORMANCE AND VARIABLES 1. Identify rooms to be cleaned may include: 6. Furniture and fittings may include but not • Head Housekeeper’s briefing /beginning shift limited to: briefing • Floor surfaces • Allocation according to room status, or similar • Mirrors and glassware sheets, or housekeeping report • Wardrobes • Verbal notification from head of housekeeping • Desks or floor supervisor • Light fittings 2. Room entry procedures include: • Telephones • Observe the “Do not Disturb” or “Make up • Televisions Room” sign • Refrigerators • Knock on door, announce self and await • Shelving response • Air conditioning controls • Knock a second time if no response and open • Alarm clock door using master key 7. Bathroom amenities may include but not • Enter cautiously to ensure that the room is limited to: unoccupied • Shampoo 3. Room supplies may include but not limited • Conditioner to: • Soaps • Stationery • Body lotion • Enterprise promotional material • Toilet paper • Local tourist information • Shower caps • Magazines and newspapers • Tooth brush and paste • Mini-bar supplies • Comb • Glass ware • Cutlery 8. Stock housekeeping trolley with supplies may include: • Tea, coffee, sugar and milk • Cleaning agents and chemicals including spray • Biscuits bottles • Discretionary supplies and gifts such as fruit, • Vacuum cleaners beverages, chocolates • Mops, buckets, brushes, pans • Sewing kits • Cleaning cloths and polishing cloths • Lodging agreement • Protective equipment, such as gloves • Slippers • Consumables, including guest room supplies • Flashlight such as shampoo, conditioner, sewing kits, 4. Report and remedy room defects may soap, pens, stationery, shower caps, tea, coffee, include: sugar, milk, biscuits • Replacing batteries and light globes • Promotional materials, local tourist information, • Checking all items for damage and correct refills for in-room compendiums operation 9. Linen room supplies could include: • Checking for missing furniture, items and • Sheets of all sizes kitchenette inventory and reporting same for • Pillowcases follow-up/billing, as necessary • Bed skirts 5. Suspicious items or situations may include: • Towels, bath mats, face washers • Blood-stained items • Blankets, duvets and duvet covers • Unattended packages in public areas/corridors • Linen bags • Drugs and drug paraphernalia • Mattress and pillow protectors • Weapons • Person in a restricted area • Use of excessive force against another person © Environmentally & Socially Responsible Tourism Capacity Development Programme 22 funded by the EU
20. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOURIST BOAT SERVICE ASSESSMENT GUIDE ASSESSMENT METHODS Evidence of the following is required: This unit may be assessed on or off the job. 1. Three documented occasions of cleaning and Assessment should include practical demonstration preparing a guestroom (including bathroom) to either in the workplace or through a simulation the required standards using the correct activity, supported by a range of methods to assess procedure and materials underpinning knowledge. 2. Two summary reports prepared on room Assessment must relate to the individual’s work area servicing or area of responsibility. 3. One incident report on any hazards or health and safety issues encountered The following methods may be used to assess competency for this unit: • Observation of practical candidate performance • Inspection of finished work • Oral and written questions • Third party reports completed by a supervisor • Project and assignment work RELEVANT OCCUPATIONS ACCSTP REF Room Attendant, Housekeeper D1.HHK.CL3.03 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 23
21. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOURIST BOAT SERVICE HKS1.4. UNIT TITLE: CLEAN AND MAINTAIN FACILITIES AND EQUIPMENT UNIT DESCRIPTOR This unit describes the competencies required to carry out general cleaning duties. It requires the ability to set up cleaning equipment and to safely clean premises and equipment using resources efficiently to reduce negative environmental impacts. ELEMENTS AND PERFORMANCE CRITERIA E1. Prepare equipment for cleaning facility E3. Implement health and safety procedures P1. Identify area or material to be cleaned & select P9. Avoid unhygienic personal contact with food or equipment for cleaning task food contact surfaces or unhygienic cleaning P2. Check that equipment is clean and in safe practices that may cause food borne illnesses working condition prior to use P10. Use equipment correctly and safely P3. Select and prepare suitable wet and dry P11. Reduce negative environmental impacts cleaning agents according to manufacturer through efficient use of energy, water and instructions, work health and safety and other resources environmental requirement P12. Safely dispose of all waste and hazardous P4. Select and use protective clothing where substances necessary E4. Maintain and store cleaning equipment E2. Clean wet and dry areas and chemicals P5. Schedule cleaning tasks to minimize potential P13. Clean equipment after use according to customer inconvenience organisational requirements and manufacturer P6. Prepare wet and dry areas to be cleaned and instructions. identify hazards P14. Carry out or arrange routine maintenance P7. Barricade work areas or place warning signs as P15. Identify and report equipment faults required reducing risks to others P16. Store equipment in designated area in a P8. Select and apply correct cleaning agents or condition ready for re use chemicals for specific areas, surfaces and P17. Store chemicals according to health and safety equipment, according to manufacturer requirements recommendation KNOWLEDGE REQUIREMENTS K1. Describe cleaning chemicals and equipment K4. Explain ways of minimizing negative and for which purpose each are used environmental impacts in the cleaning process K2. Explain procedures for cleaning wet and dry K5. Describe the routine maintenance and storage surfaces and materials arrangements for equipment and materials K3. Explain how to avoid food contamination © Environmentally & Socially Responsible Tourism Capacity Development Programme 24 funded by the EU
22. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOURIST BOAT SERVICE CONDITIONS OF PERFORMANCE AND VARIABLES 1. Equipment to be cleaned may include: 9. Cleaning agents may include: • Electrically operated equipment (Polishers, • Agents for specialized surfaces (glass, wood, scrubbers vacuum cleaners, garbage marble) receptacles) • Deodorizers • Manual equipment (brushes, dusters, mops • Disinfectants and cloths) • Spot cleaning agents 2. Type of ceiling to be cleaned may include: • Pesticides • Flat 10. Protective clothing may include: • Suspended • Aprons • Raked • Breathing apparatus • Hard • Gloves • Absorbent • Goggles and masks 3. Type of surface to be cleaned may include • Headwear but not limited: • Jackets • Painted • Overalls • Wood • Waterproof clothing and footwear • Brick 11. Wet and dry areas may include: • Metal • Bathrooms • Stone • Bedrooms • Plywood • Function rooms • Ceramist • Kitchens • Fabric • Private lounge areas, public areas 4. Fittings to be cleaned may include: • Storage areas • Security cameras 12. Hazards may include: • Lights • Breakages • Speakers • Heated utensils and surfaces • Televisions • Human material or waste • Vents • Sharp items (knives, needles, syringes) • Grilles • Surgical dressings 5. Maintenance may include: • Wet or slippery surfaces • Smoke detectors 13. Unhygienic personal contact may include: • Sprinkler systems • Transferring micro-organisms by blowing nose, 6. Wet surfaces may include : coughing, drinking, eating, scratching skin and • Toilets hair, sneezing, spitting, touching wounds. • Basin walls • Transmitting tobacco products by smoking. • Balconies 14. Unhygienic cleaning practices may include: • Floors • Cleaning food contact surfaces with linen that may be contaminated with human waste 7. Dry surfaces may include: (blood, body secretions, faces) • Carpet • Using dirty (cleaning cloths, tea towels, • Laminated plywood spreading bacteria from bathroom or bedroom • Soft furnishing areas to mini - bar or kitchen areas) • Woodwork • Wallpaper 15. Food contact surfaces may include: • Chopping boards 8. Routine maintenance may include: • Containers • Dismantling • Cooking utensils • Reassembling • Crockery • Drying out • Cutlery • Emptying • Glassware • Sanitizing • Pots and pans • Washing and rinsing • Sinks • Wiping down and cleaning • Workbenches • Polishing © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 25
23. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOURIST BOAT SERVICE ASSESSMENT GUIDE ASSESSMENT METHODS Evidence of the following is required: This unit may be assessed on or off the job: 1. Three occasions of assessing facility and Assessment can include practical demonstration equipment to be cleaned and maintained either in the workplace or through a simulation 2. Three occasions of selection and safe use of activity, supported by a range of methods to assess cleaning agents and equipment on wet and dry underpinning knowledge areas 3. Three occasions of routine maintenance and Assessment must relate to the individual’s work area storage of equipment correctly or area of responsibility 4. Three occasions of cleaning tasks to required The following methods may be used to assess standards within commercially - realistic competency for this unit: timeframes • Case studies • Observation of practical candidate performance • Oral and written questions • Problem solving • Third party reports completed by a supervisor • Object and assignment work RELEVANT OCCUPATIONS ACCSTP REF Room Attendant, Housekeeper, Public Area Cleaner D1. HHK.CL3.07 SITHACS101 © Environmentally & Socially Responsible Tourism Capacity Development Programme 26 funded by the EU
24. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOURIST BOAT SERVICE FBS1.1. UNIT TITLE: PREPARE THE RESTAURANT FOR FOOD SERVICE UNIT DESCRIPTOR This unit covers the competencies required to prepare the restaurant prior to service. It includes the cleaning of the premises as well as individual items of equipment, before setting the restaurant, its table and work stations ready for imminent meal service so that the outlet is in complete readiness for receiving customers. All this must be done to a professional standard, and in a hygienic and safe manner. ELEMENTS AND PERFORMANCE CRITERIA E1. Clean and tidy the restaurant E4. Prepare condiments P1. Close the restaurant when the last customer P11. Check and refill condiments as required and has departed check condition P2. Clear all dirty linen and items P12. Check the external appearance of silver, P3. Ventilate room for fresh air ceramic or glass condiment holders P4. Arrange tables and chairs for dusting and E5. Lay up MeP cleaning P13. Prepare the place settings for transport on a P5. Reallocate tables and chairs following the service tray restaurant layout P14. Lay the table one place at a time E2. Clean and prepare utensils P15. Review table layout to ensure all is in order P6. Collect items from the stewarding area or E6. Ensure restaurant readiness storage area P16. Check air condition, lighting, and music are fully P7. Prepare the area where cleaning will take place functioning and gather equipment needed P17. Check table decoration is placed correctly P8. Clean utensils and condiments and check condition E3. Prepare a table and fold napkins P9. Select and place cloth correctly P10. Fold and place napkins in designated area KNOWLEDGE REQUIREMENTS K1. Describe the procedure for cleaning and K6. Identify suitable condiments for different meals tidying the restaurant when opening and K7. Describe different types of table setting closing K8. List necessary items in order at service station K2. Describe the sequence of polishing cutlery, K9. Explain the reason of having double checks glassware and crockery when the restaurant preparation is completed K3. Explain the purpose of each type of cutlery, glassware and crockery K4. Describe food safety and hygiene procedures when preparing condiments K5. Describe the process of laying and boxing a table cloth © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 27
25. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOURIST BOAT SERVICE CONDITIONS OF PERFORMANCE AND VARIABLES 1. Restaurant preparation according to 4. Lay up MeP may include: standards may include: • Lay up MeP à la carte • Tables • Lay up MeP table d’hôte • Chairs • Lay up MeP Asian table setting • Trolleys • Lay up MeP Western table setting • Caution board • Lay up MeP breakfast • Linen • Lay up MeP buffet 2. Clean and prepare utensils may include: • Lay up buffet table • Cutlery • Lay up MeP service station • Glassware 5. Restaurant preparation depends on: • Crockery • Meal of the day • Tray • Meal reservation 3. Condiments may include: • Customer or group booking • Salt & Pepper • Oil and vinegar • Mustard • Soya sauce • Fish sauce ASSESSMENT GUIDE ASSESSMENT METHODS Evidence of the following is required: This unit may be assessed on or off the job. 1. Three occasions of cleaning and preparing the 1. Assessment can include practical restaurant for service demonstration either in the workplace or 2. Two occasions of cleaning and preparing through a simulation activity, supported by utensils for lay up a range of methods to assess underpinning 3. Three occasions preparing tables and folding knowledge. napkins correctly 2. Assessment must relate to the individual’s work 4. Two occasions of preparing condiments area or area of responsibility. 5. Three occasions of different MeP from: à la The following methods may be used to assess carte, table d’hôte, Asian table setting, Western competency for this unit: table setting, breakfast or buffet • Observation of practical candidate performance • Recorded oral and/or written questions • Third party reports completed by a supervisor • Practical project or assignment RELEVANT OCCUPATIONS ACCSTP REF Food & Beverage Waiter/Waitress D1.HBS.CL5.01 © Environmentally & Socially Responsible Tourism Capacity Development Programme 28 funded by the EU
26. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOURIST BOAT SERVICE FBS1.4. UNIT TITLE: TAKE AND PLACE AN ORDER UNIT DESCRIPTOR This unit covers the competencies required for taking customer orders in the manner prescribed by the establishment, maintaining a positive and courteous relationship with customers, accurately recording details, taking opportunities to sell products and services and communicating the order to the requisite areas of the operation. ELEMENTS AND PERFORMANCE CRITERIA E1. Take a food/drink order E2. Communicate the order P1. Record the order P6. Check the written order is clear P2. Write down additional information P7. Transfer the order to the cashier function P3. Sell other products P8. Transfer the order to the kitchen P4. Confirm the order P9. Transfer the order to the dispense bar P5. Collect the menus P10. Retain the order for service staff KNOWLEDGE REQUIREMENTS K1. Describe procedure of order taking K6. Describe how to transfer the order and record K2. Describe procedure of communicating order the order for service staff K3. State information needed to be taken from K7. Describe the main elements of the food menu customer including starters, main course, desserts etc K4. Explain the importance of repeating the order K8. Describe the elements of the drink menu K5. Explain how to maintain a positive and including basic wine information courteous relationship with customer CONDITIONS OF PERFORMANCE AND VARIABLES 1. Taking a food/drink order may include: 2. Communicating the order may include: • Discussing and clarifying with the customer • Prioritising food items per customer requests • Advising on menu items • Conveying and special needs (dietary or other) • Recommending dishes or drinks • Ensuring orders are recorded and filed correctly • Up-selling special menu items for billing • Requesting progress on delayed orders to convey information to customers on progress © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 29
27. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOURIST BOAT SERVICE ASSESSMENT GUIDE ASSESSMENT METHODS Evidence of the following is required: This unit may be assessed on or off the job. 1. Four food and drink orders taken correctly 1. Assessment can include practical 2. Four orders communicated clearly and demonstration either in the workplace or correctly to the kitchen and/or dispense bar through a simulation activity, supported by a range of methods to assess underpinning knowledge 2. Assessment must relate to the individual’s work area or area of responsibility The following methods may be used to assess competency for this unit: • Observation of practical candidate performance • Recorded oral and/or written questions • Third party reports completed by a supervisor • Practical project or assignment RELEVANT OCCUPATIONS ACCSTP REF Food & Beverage Waiter/Waitress D1.HBS.CL5.12 © Environmentally & Socially Responsible Tourism Capacity Development Programme 30 funded by the EU
28. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOURIST BOAT SERVICE FBS1.5. UNIT TITLE: SERVE FOOD AT TABLE UNIT DESCRIPTOR This unit covers the competencies required to perform routine table duties for the customer linked to the service of the meal itself (such as food table service and table dressing) with professional courtesy and efficiency. ELEMENTS AND PERFORMANCE CRITERIA E1. Serve customers at table E2. Provide customer service P1. Carry food with correct skills and with correct P7. Respond to service problems appropriately containers P8. Ensure customer dining and service areas are P2. Provide customers with the service items, tidy, hygienic and free from rubbish and food condiments and accompaniments appropriate debris to their food P9. Clear customer dining areas of soiled and P3. Serve customers in line with service style unused service items at the appropriate times P4. Introduce food before serving customers P10. Maintain sufficient stocks of clean service P5. Serve food items with clean, hygienic and items, condiments and accompaniments undamaged equipment of the appropriate type throughout the service P6. Serve customer with extra requests KNOWLEDGE REQUIREMENTS K1. Describe procedures for carrying food and K3. Describe the procedure for handling customer serving food at table according to the problems or complaints property’s standards. K4. Describe the procedure for maintaining K2. Explain the appropriate service items, restaurant dining and service areas condiments and accompaniments to different food requirements CONDITIONS OF PERFORMANCE AND VARIABLES 1. Service problems may include: • Complaints about slow service • Complaints about quality, amount, appearance or taste of food • Complaints about incorrect order • Complaints about bill or payment • Complaints about service quality • Complaints about table cleanliness or setting © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 31
29. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOURIST BOAT SERVICE ASSESSMENT GUIDE ASSESSMENT METHODS Evidence of the following is required: • Observation of practical candidate performance 1. Four occasions of carrying and serving food at • Practical exercises that reflect the workplace table according to the property’s standards. use of the facilities & equipment 2. Two occasions of serving customers with extra • Oral and/or written questions and/or multiple requests choice test 3. Three customer service problems resolved • Third party reports completed by a supervisor adequately • Project and assignment work 4. Two occasions of maintaining dining and service area according to procedures RELEVANT OCCUPATIONS ACCSTP REF Food & Beverage Waiter/Waitress D1.HBS.CL5.14 © Environmentally & Socially Responsible Tourism Capacity Development Programme 32 funded by the EU
30. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOURIST BOAT SERVICE FBS1.6. UNIT TITLE: SERVE DRINKS AND ACCOMPANIMENTS UNIT DESCRIPTOR This unit covers the competencies required to perform drink service as part of the service of the meal itself. ELEMENTS AND PERFORMANCE CRITERIA E1. Introduce and serve drinks and accompa- E2. Maintain customer and service areas niments during drinks service P1. Prepare drink ordered by customer P5. Keep service areas equipment clean hygienic, P2. Introduce drink before serving tidy and ready to use P3. Serve drinks in line with the appropriate service P6. Keep customer and service areas clean tidy style and legal requirements and free from rubbish P4. Answer any customer queries P7. Secure service areas against unauthorized access P8. Serve customer with extra requests KNOWLEDGE REQUIREMENTS K1. Describe the correct way to open capped, K6. State correct temperature for different types of screw top and corked bottles and how to use drinks the appropriate equipment K7. State the property’s policies and procedures in K2. State why the name on bottle should be left serving drinks facing the customer K8. Explain the safety and hygiene knowledge K3. Describe the correct way to pour and serve when preparing equipment and ingredients drink K9. Describe how to ensure safety and security at K4. Describe the correct way to pour and serve work different drinks for free pouring such as spirits and mixers K5. Describe types of glasses available to serve drinks and which ones to use according to organisation’s procedures and customer requirements CONDITIONS OF PERFORMANCE AND VARIABLES 1. The drink service at the table according to 3. Extra requests may include: standards may include: • Additional accompaniments • Opening capped, screw top and corked bottles • Napkins, toothpicks, salt and pepper with appropriate equipment • Cigarettes • Pouring and serving free pouring drinks such as • Extra ice or water spirits and mixers • Using correct glasses according to types of drinks • Ensuring correct temperature for different types of drinks 2. Maintaining customer and service areas during drinks service may include: • Ensuring clean and tidy areas at all time • Removing rubbish • Replenishing accompaniments • Ensuring safety and hygiene when preparing equipment and ingredients • Ensuring safety and security in the workplace © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 33
31. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOURIST BOAT SERVICE ASSESSMENT GUIDE ASSESSMENT METHODS Evidence of the following is required: • Observation of practical candidate performance 1. Four occasions of introducing and serving • Practical exercises that reflect the workplace drinks and accompaniments use of the facilities & equipment 2. Two occasions of serving customers with extra • Oral and/or written questions and/or multiple requests choice test 3. Three customer service problems resolved • Third party reports completed by a supervisor adequately • Project and assignment work 4. Two occasions of maintaining service area according to procedures RELEVANT OCCUPATIONS ACCSTP REF Food & Beverage Waiter/Waitress D1.HBS.CL5.07 © Environmentally & Socially Responsible Tourism Capacity Development Programme 34 funded by the EU
32. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOURIST BOAT SERVICE FBS1.7. UNIT TITLE: CLEAR TABLE UNIT DESCRIPTOR This unit covers the competencies required to clear the table in a restaurant of food outlet. It includes buffet, mid-meal dressing service and ensuring clean and tidy table. ELEMENTS AND PERFORMANCE CRITERIA E1. Perform mid-meal dressing E3. Clear table at end of meal P1. Observe customers and identify when to carry P7. Clear table in clockwise direction using tray or out mid-meal dressing trolley P2. Carry out mid-meal dressing and set P8. Ensure table is clean and tidy ready for coffee accompaniments or drinks E2. Deal with table spillages P3. Ensure safety and hygiene for the customer and self P4. Inform the supervisor or manager if needed P5. Assist the customer as necessary P6. Use the correct tools to clean the table KNOWLEDGE REQUIREMENTS K1. Describe company procedures for clearing K4. Describe how to change an ashtray table K5. Explain standards and procedures to deal with K2. Identify requirements when clearing buffet table spillages K3. Describe how to carry out mid-meal dressing K6. Describe safety and hygiene procedures CONDITIONS OF PERFORMANCE AND VARIABLES 1. Mid-meal dressing may include: 3. Clear buffets may include: • Cleaning table of debris or spillages • Check number of customer using service • Topping up condiments • Observe the buffet before clearing and inform • Offering to provide any other requirements guests when buffet is due to close • Inform the supervisor of any change 2. Clearing table may require: • Follow standards and procedures • Using tray or trolley to clear • Clearing plates in clockwise direction 4. Dealing with table spillages may involve: • Place large and heavy items at the bottom • Ensure safety and security for the customer • Not trying to carry too many plates for safety and yourselves reasons • Keeping calm and responding politely • Informing the supervisor or manager if needed • Assisting the customer as necessary • Using the correct tools to clean © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 35
33. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOURIST BOAT SERVICE ASSESSMENT GUIDE ASSESSMENT METHODS Evidence of the following is required: This unit may be assessed on or off the job: 1. Four occasions clearing table correctly. • Assessment should include practical 2. Two occasions of dealing with spillages demonstration either in the workplace or 3. Three occasions of mid-meal dressing through a simulation activity, supported by 4. Two occasions of maintaining service area a range of methods to assess underpinning according to procedures knowledge • Assessment must relate to the individual’s work area or area of responsibility The following methods may be used to assess competency for this unit: • Case studies • Observation of practical candidate performance • Practical exercises that reflect the workplace use of the facilities & equipment • Recorded oral test and/or written questions • Third party reports completed by a supervisor • Project and assignment work RELEVANT OCCUPATIONS ACCSTP REF Food & Beverage, Waiter/Waitress N/A © Environmentally & Socially Responsible Tourism Capacity Development Programme 36 funded by the EU
34. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOURIST BOAT SERVICE TBS1.1. UNIT TITLE: TRANSFER TOURISTS TO, FROM AND BETWEEN VESSELS UNIT DESCRIPTOR This unit covers the safe transfer of tourists to/from and between tourism pleasure vessels. ELEMENTS AND PERFORMANCE CRITERIA E1. Ensure that areas used when transferring E4. Transfer tourists correctly and safely, tourists are clean, tidy and free from following safe and proper procedures obstructions and hazards P7. Make announcements before departure and P1. Carry out safety checks in accordance with follow standard safety procedures in safety requirements and company procedures transferring tourists from boat to shore, boat P2. Check to ensure areas used for transfer are to boat, boat to island, fishing village or beach free of oil, water and other hazardous P8. Anticipate any problems with elderly or materials or obstacles disabled tourists and ensure physical support is available to transfer them safely E2. Ensure that tourists are provided with relevant life- saving gear E5. Deal correctly with any incidents or P3. Check that life-jacket and other lifesaving accidents to tourists, reporting these clothing are correctly worn and used as per promptly and accurately to the relevant instructions authority P4. Identify and replace defective equipment in P9. Report and record any safety incidents as per accordance with company procedures statutory requirements and company procedures E3. Respond to queries from tourists courteously, providing relevant information clearly and accurately P5. Listen carefully and reply politely to provide relevant and accurate information P6. Ask for assistance from colleagues with language abilities if unable to understand, or call for an interpreter KNOWLEDGE REQUIREMENTS K1. Explain the purpose and limitations of personal K4. Discuss the procedures for identifying and protective equipment and life- saving gear for dealing with safety risks, incidents and use on or near water emergencies associated with transferring K2. Discuss the various vessel communication personnel methods with regard to transferring individuals K5. Identify the location of and use of first-aid, K3. List the safe procedures for transferring safety and emergency equipment personnel © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 37
35. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOURIST BOAT SERVICE CONDITIONS OF PERFORMANCE AND VARIABLES Work must be carried out in compliance with the 3. Obstructions or hazards could include: relevant Vietnamese maritime regulations and under • Wet deck or gangways company regulations. • Oil on deck or gangways Work involves the control of access of tourists • Slippery handrails and others to and on vessel and the application of • Unsecured items such as boxes, ropes or solutions to a defined range of unpredictable access fenders problems. • Dangerous items such as bottles, glasses or sharp items 1. Access to and on boat may occur: • By day or night in both normal and emergency 4. Lifesaving gear could include: situations • PFDs (Personal Flotation Devices) Lifejackets, • Under normal and adverse conditions of sea lifebuoys and weather 5. Safe and proper procedures include: • While underway • Safe handling of intoxicated tourists • While have to • Correct and safe handling of disabled or elderly • While anchored or moored tourists • In appropriately simulated situations • Incident reports 2. Tourist access ways will normally include: • Accident reports • Accommodation ladders • Health and safety regulations • Gangways • H&S regulations and hazard prevention policies and procedures • Standard operating procedures for the control of safe access to and on a vessel ASSESSMENT GUIDE ASSESSMENT METHODS Assessment must confirm appropriate Appropriate practical assessment must occur knowledge and skills to: either: 1. Manage safety of personnel aloft and over side 1. At the registered training organisation; and/or of vessel 2. On an appropriate working or training vessel 2. Shows evidence of application of relevant Assessment of knowledge must be conducted workplace procedures, including: through appropriate written/oral examinations or • Relevant maritime regulations, with structured questioning • H&S regulations and hazard prevention policies and procedures • Standard operating procedures for the control of safe access to and on a vessel 3. Action is taken promptly to report and/or rectify problems that may be encountered when controlling safe access to and on a vessel in accordance with standard operating procedures 4. Work is completed systematically with required attention to detail 5. Recognises and adapts appropriately to cultural and language differences between tourists, including modes of behaviour and interactions © Environmentally & Socially Responsible Tourism Capacity Development Programme 38 funded by the EU
36. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOURIST BOAT SERVICE RELEVANT OCCUPATIONS ACCSTP REF This standard applies to all tourism boat service crew N/A working at the operational level with responsibility for ensuring the safe transfer of personnel to/from and between vessels. © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 39
37. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOURIST BOAT SERVICE TBS1.2. UNIT TITLE: MAINTAIN PERSONAL HEALTH, SAFETY AND ENVIRONMENTAL STANDARDS ON BOARD A TOURISM VESSEL UNIT DESCRIPTOR This unit covers the competence required to maintain the health and safety of guests and oneself and for maintaining environmental standards when carrying out work activities on board a tourism pleasure vessel. ELEMENTS AND PERFORMANCE CRITERIA E1. Maintain personal health and safety E3. Maintain environmental standards P1. Carry out work safely, daily safety check list P9. Follow statutory procedures with regard to following organisational safe working practices disposal of waste to prevent pollution of the and procedures marine environment P2. Ensure your work meets agreed safety and P10. Encourage guests to observe and maintain environmental standards responsible waste disposal P3. Maintain and wear appropriate safety clothing P11. Ensure boat hygiene standards, including and equipment kitchen, restaurant and staff living areas P4. Give support to colleagues to help them work E4. Respond to potential emergency in a healthy, safe and productive way situations and accidents E2. Ensure safety of guests on the vessel P12. Identify potential hazards and dangers before P5. Maintain awareness of changing weather and they happen water conditions that might cause accidents P13. Report any unsafe conditions, breaches in P6. Observe guests for any potentially problems or health and safety, and potential hazards dangerous behaviour on the boat P14. Respond to potential emergency situations and P7. Wear lifejacket during transfer to and from accidents, according to specified procedures vessel and ask all guests to do the same P8. Continually monitor working practices and work area for safety hazards and risks KNOWLEDGE REQUIREMENTS K1. Describe how to observe safe working K4. Explain how to manage guests on board and practices on board the vessel ensure guest safety K2. List the safety precautions relating to routine K5. Describe the precautions to prevent pollution duties on board the vessel of the marine environment K3. State the ways to minimise the risk of slips, K6. Explain how to comply with emergency and trips and falls on board the vessel accident procedures © Environmentally & Socially Responsible Tourism Capacity Development Programme 40 funded by the EU
38. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOURIST BOAT SERVICE CONDITIONS OF PERFORMANCE AND VARIABLES 1. Safety and environmental standards may 5. Continually monitor working practices and include: work area for safety hazards and risks could • Company procedures and policies include: • Government regulations • Fire • Specific local and marine regulations • Broken glass • Hazardous items that could cause guests to fall 2. Appropriate safety clothing and equipment may include: 6. Disposal of waste to prevent pollution of the • Lifejackets, marine environment could include: • Fire extinguisher, • Rubbish, cigarette ends, bottles, cans, plastic • Distress flares bags or other materials 3. Maintain awareness of changing weather 7. Potential hazards and dangers could include: and water conditions that might cause • Moving to and from the vessel to a smaller craft accidents may include: • Slipping on wet surfaces • Getting latest weather forecasts • Falling down steps • Being aware of weather changes – heavy rain, • Falling into the sea strong winds, big waves • And others 4. Observe guests for any potentially dangerous behaviour on the boat may include: • Observing for signs of sea sickness • Observing for sign of intoxication • Observing for signs of illness ASSESSMENT GUIDE ASSESSMENT METHODS • Maintain personal health and safety Assessment for this unit can be by observation, • All performance criteria should be assessed by witness report or work record as well as oral observation if possible on at least 2 occasions questioning of the trainee to establish their • Ensure safety of guests on the vessel understanding of the competences for this unit • Performance criteria can be assessed by trainees written logbook or journal or incident reports • Maintain environmental standards • Performance criteria should be assessed by observation on at least 2 occasions • Respond to potential emergency situations and accidents Performance criteria can be assessed by trainees written logbook or journal or incident reports RELEVANT OCCUPATIONS ACCSTP REF Tourism boat service crew and all individuals at the N/A support level on any pleasure tour vessel UK MARITIME STANDARDS REF MSA A31: Maintain personal health, safety and environmental standards on board a vessel © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 41
39. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOURIST BOAT SERVICE TBS1.3. UNIT TITLE: SURVIVE AT SEA IN EVENT OF VESSEL ABANDONMENT UNIT DESCRIPTOR This unit covers the competences required to survive at sea in the event of vessel abandonment. It includes practising survival techniques, operating lifesaving and survival equipment, and participating in abandon vessel drills. ELEMENTS AND PERFORMANCE CRITERIA E1. Practice survival techniques E3. Participate in abandon vessel drills P1. Ensure personal actions when boarding P11. Attend abandon vessel musters and drills in survival craft do not endanger or injure others accordance with company procedures P2. Jump safely from a height into the water in P12. Identify and respond correctly to muster accordance with established survival practice signals P3. Swim while wearing a life-jacket and float P13. Use lifesaving equipment correctly and follow without a life-jacket in accordance with procedures in the event of the order to established survival practice abandon vessel P4. Handle survival craft in normal weather and sea conditions P5. Be able to apply first aid in survival craft E2. Operate lifesaving and survival equipment P6. Establish location and accessibility of lifesaving and survival equipment P7. Assist in launch of survival craft (which might also include tender or canoe) P8. Board survival craft and avoid danger to other survivors P9. Operate survival equipment in accordance with instructions P10. Correctly use life-jacket and other lifesaving clothing in accordance with instructions KNOWLEDGE REQUIREMENTS K1. List the emergency muster and abandon vessel K6. Explain the use of equipment found in survival signals craft, its function and the procedures for its K2. Explain the importance of being ready for any use shipboard emergency K7. Recall the procedures for correctly operating K3. Recall the procedures for emergency response and using lifesaving appliances and personal on board vessels, including abandoning vessel safety equipment on board vessels and survival K4. List the actions for survival on abandonment of craft, and specifically vessel K8. Summarise the threats to survival on K5. Describe the location of lifesaving appliances abandonment of a vessel and appropriate on a vessel strategies for countering these threats CONDITIONS OF PERFORMANCE AND VARIABLES 1. Emergencies that may lead to abandonment 2. Vessel abandonment may take place: of vessel include: • By day or night • Collision resulting in damage to the integrity of • Under normal and adverse conditions of sea the vessel’s hull and weather • Fire • While underway • Foundering • While hove to • Flooding of vessel’s compartments • While anchored or moored • In appropriately simulated situations © Environmentally & Socially Responsible Tourism Capacity Development Programme 42 funded by the EU
40. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOURIST BOAT SERVICE CONDITIONS OF PERFORMANCE AND VARIABLES 3. Dependent on the size and operating range 5. In-water survival techniques may include: of the vessel its survival craft may include: • Swimming in a life-jacket • Inflatable life-rafts • Towing with a life-jacket • Solid life-rafts • Remaining afloat without a life-jacket • Floats • Donning a life-jacket in water • Free-fall lifeboats • Boarding a life-raft 4. Lifesaving and survival equipment may 6. Documentation and records may include: include: • Relevant maritime regulations • Life-jackets • Company procedures for emergency response, • Life-buoys including abandoning vessel • Hard hats • Manufacturer’s instructions for the use of • Thermal protective aids survival craft and equipment • Rocket line throwing appliances • Pyrotechnic distress signals • VHF radios • Satellite emergency position indicating radio beacons (EPIRBs) • Search and rescue transponders (SARTs) • Whistles ASSESSMENT GUIDE ASSESSMENT METHODS Critical aspects of evidence required to This unit has to be performed as a simulated demonstrate competency in this unit exercise to ensure trainees are up to standard • Practise survival techniques in suitably in the event of an actual abandonment of simulated situations vessel at sea. • Operate and use the various types of survival The trainees should be able to demonstrate their equipment typically found on applicable vessels knowledge and ability to respond to abandon vessel in suitably simulated situations alarms and follow a prescribed range of survival • Participate in abandon vessel musters and drills procedures either individually or in a team environment • Communicate effectively with others as with some accountability for the safety of self and required when operating survival craft and others. This includes response to abandon vessel ancillary survival equipment musters in both simulated and real emergency • Carry out a range of suitably simulated practical circumstances and involves the use of known and and knowledge assessments that demonstrate defined survival procedures and techniques across a the skills and knowledge to abandon vessel and variety of maritime survival contexts. survive at sea As a minimum, assessment of knowledge must be Note: Simulated abandon vessel and survival conducted through appropriate written/oral situations and assessments may require access to examinations, and appropriate practical assessment survival equipment, a training pool with jumping must occur at the registered training organisation; platform or equivalent. and/or in a suitable training pool Assessments must be conducted in accordance with relevant safety requirements. Protective clothing must be worn in accordance with current maritime practices. At least one assessor must hold a current lifesaving qualification appropriate for in-water training and assessment exercises. RELEVANT OCCUPATIONS ACCSTP REF All boat service crew on a pleasure vessel N/A © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 43
41. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOURIST BOAT SERVICE AUSTRALIAN MARITIME TRAINING AUTHORITY DEFSU011B - Survive at sea TDMMF1107B - Survive At Sea In The Event Of Vessel Abandonment © Environmentally & Socially Responsible Tourism Capacity Development Programme 44 funded by the EU
42. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOURIST BOAT SERVICE TBS2.1. UNIT TITLE: PREVENT, CONTROL AND FIGHT FIRES ON BOARD A TOURIST VESSEL UNIT DESCRIPTOR This unit involves the skills and knowledge required to prevent, control and fight fires on board a tourist pleasure vessel, including fire prevention measures and fire fighting. These activities will take place in close liaison with maritime staff on the vessel. ELEMENTS AND PERFORMANCE CRITERIA E1. Manage fire prevention and control E2. Deal with fire on board a vessel procedures P4. Fight fires as required using relevant P1. Identify fire hazards on board a vessel and take equipment and techniques action to eliminate or minimize them P5. Ensure suitable fire - fighting equipment is P2. Organise appropriate training activities for selected and used to fight specific classes of boat service crew to make them aware of the fires dangers of fire, how to prevent it and what to P6. Ensure fire blankets are correctly used in do if a fire is detected accordance with accepted fire - fighting practice P3. Make boat service crew aware of emergency P7. Ensure personal safety during fire - fighting at procedures to be followed in the event of fire all times and practice fire drill P8. Ensure actions minimize damage to the vessel and avoid injuries to personnel KNOWLEDGE REQUIREMENTS K1. Explain the principles of containing and K6. Explain the fire - fighting procedures for extinguishing the spread of fire tourism vessels K2. Describe the different classes of fire and the K7. Describe the problems that can occur with fire equipment needed for extinguishing fire detection and fire - fighting equipment and K3. List the types of fire detection, fire - fighting operations on board a vessel and appropriate equipment and systems used on board a remedial action and solutions tourism vessel K8. List the sources of information on fire K4. Explain the fire - fighting techniques applicable prevention and extinguishment on board a to different classes of fire on board a tourism tourism vessel vessel K5. Discuss the relevant regulations about checking and use of fire detection and fire -fighting equipment on tourism vessels CONDITIONS OF PERFORMANCE AND VARIABLES Work must be carried out in compliance with the Work involves the application of accepted principles relevant sections of the Vietnam National Maritime and practice to the prevention and fighting of fire on Safety Laws board a vessel Work is performed as a member of a team, with limited accountability and responsibility for self and others in achieving the prescribed outcomes © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 45
43. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOURIST BOAT SERVICE CONDITIONS OF PERFORMANCE AND VARIABLES 1. Vessel may include day pleasure boat or 4. Personal protection clothing and equipment overnight pleasure boat may include: • Masks and goggles 2. Fires on board vessel may occur: • By day or night in both normal and emergency • Protective clothing, including headgear, gloves situations and footwear • Under any possible conditions of weather and 5. Documentation and records may include: loading • Fire detection, fire fighting and safety • While underway equipment operational and maintenance • During berthing and un-berthing operations instructions and recommended procedures • While anchoring or mooring • Instructions on the maintenance and • While in port serviceability of fire detection, fire fighting and • While moored or at anchor safety equipment and systems 3. Fire detection and fire fighting systems may include: • Fire detection devices and systems • Portable fire extinguishers, including foam, water, CO2, dry chemical and wet foam (where applicable) • Fire blankets • Sprinkler systems • Fire pumps – main and emergency fire pump • Fire hoses, hydrants ASSESSMENT GUIDE ASSESSMENT METHODS Assessment must confirm appropriate • Assessment of knowledge must be conducted knowledge and skills to: through appropriate written/oral examinations • Manage and implement fire prevention measures • Appropriate practical assessment must occur and procedures on board a tourism vessel at the registered boat company; and/or on an • Identify relevant fire detection and fire fighting appropriate working or training vessel equipment and initiate any required reporting • Trainees should carry out a range of suitably or servicing action simulated practical and knowledge assessments • Use the various types of fire fighting equipment that demonstrate the skills and knowledge to on board a small vessel carry out fire prevention strategies and • Implement OH&S principles and policies when participate in fire fighting teams on board carrying out fire prevention and fire fighting small vessels; and/or assist in fire prevention duties procedures and fire fighting drills on board a • Communicate effectively with others as tourism vessel required during fire prevention activities Note: Simulated fire fighting assessment exercises and fire emergencies may require access to a fire training and assessment facility capable of simulating fire fighting activities in a marine environment. Assessments must be conducted in accordance with relevant OH&S requirements. Protective clothing must be worn in accordance with current maritime practices RELEVANT OCCUPATIONS ACCSTP REF All boat service crew on a pleasure vessel N/A © Environmentally & Socially Responsible Tourism Capacity Development Programme 46 funded by the EU
44. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOURIST BOAT SERVICE TBS2.2. UNIT TITLE: RESPOND TO SERIOUS EMERGENCIES ON BOARD A VESSEL UNIT DESCRIPTOR This unit covers the competences required to identify and deal with serious emergencies on board a tourist pleasure vessel. ELEMENTS AND PERFORMANCE CRITERIA E1. Respond to initial emergency E3. Abandon ship P1. Identify the nature of the emergency P10. Take relevant action where `abandon ship’ is P2. Raise the alarm promptly using the most identified according to your level of appropriate method responsibility P3. Take appropriate action on recognizing an P11. Assist in preparing and launching survival craft alarm signal in accordance with emergency P12. Use survival techniques which maximize the procedures safety of self and others in accordance with P4. Communicate information to the relevant recommended procedures personnel promptly and accurately E2. Implement emergency procedures P5. Assist with the necessary evacuation procedures – including guest muster and staff evacuation P6. Administer first aid as required P7. Assist with fighting fires as required using relevant equipment and techniques P8. Apply appropriate fire -fighting materials is applied according to manufacturer’s instructions and/or company procedures P9. Ensure personal safety during fire- fighting at all times KNOWLEDGE REQUIREMENTS K1. Describe the types of emergency situations K6. Explain the principles concerning survival that may occur – e.g. collision, fire, foundering, K7. Explain how to minimise the risk of fire and taking on water maintain a state of readiness to respond to K2. Explain how to comply with emergency emergency situations involving fire procedures K8. Explain how to fight and extinguish fires K3. Describe the use of internal communication K9. Describe the precautions to prevent pollution systems and effective forms of communication of the marine environment K4. Describe how to use the types of life-saving K10. List the actions to take upon encountering an appliances normally carried on vessels accident or other medical emergency K5. Describe the equipment in survival craft and its use © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 47
45. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOURIST BOAT SERVICE CONDITIONS OF PERFORMANCE AND VARIABLES 1. Types of emergency situations that may 3. Communication systems and effective forms occur could include: of communication • Collision, • Radio to shore • Fire, • Communication with work colleagues • Foundering, • Communication with guests on board • Taking on water • Beacons and flares Others • Sound-producing Device (bell, horn, whistle, etc.) 2. Emergency procedures could include procedures for: 4. Types of life-saving appliances normally • Fire on board vessel carried on vessels should include: • Collision • Life rafts • Toundering, taking on water • Buoyancy aids such as lifejackets • Evacuation of vessel • Fire-fighting equipment • Harnesses and equipment to secure people ASSESSMENT GUIDE ASSESSMENT METHODS These competences will probably need to be Assessment for this unit cannot be by observation. assessed through simulation, role play and Assessment methods can be simulation of other activities due to the nature of the issues being emergency situations as well as oral questioning of assessed. the trainee to establish their understanding of the competences for this unit RELEVANT OCCUPATIONS ACCSTP REF Tourism boat service crew and all individuals at the N/A support level on any pleasure tour vessel UK MARITIME STANDARDS REF MSA A11: Take personal emergency action on board MSA A12: Respond to emergencies on board a a vessel vessel © Environmentally & Socially Responsible Tourism Capacity Development Programme 48 funded by the EU
46. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOURIST BOAT SERVICE FBS2.1. UNIT TITLE: OPERATE A BAR UNIT DESCRIPTOR This unit covers the competencies required to operate a bar from opening, providing bar service and close a bar operation. ELEMENTS AND PERFORMANCE CRITERIA E1. Prepare and restock the bar E3. Close down bar operations P1. Switch on all bar equipment P10. Clean and tidy up the bar P2. Clean facility, equipment, accompaniments and P11. Complete daily inventory report utensils P12. Record any incidents in the logbook for the P3. Check stock levels as par stock and top up next shift stock according to FIFO (First-in – First-out) P13. Inform supervisor or manager of any problems standards or incidents E2. Serve alcoholic and non-alcoholic drinks P14. Turn off equipment P4. Serve drinks according to service and quality standards P5. Ensure appropriate accompaniments are served with drinks P6. Monitor customer behaviour to anticipate any drink-related problems P7. Handle customer enquiries or problems according to company procedures P8. Ensure empty bottles and cans are disposed of in correct containers P9. Handle financial transactions KNOWLEDGE REQUIREMENTS K1. Explain the procedure for restocking the bar K6. Explain how you would respond to drunken K2. State standards, procedures and regulations customer behaviour and drink-related for serving alcoholic drinks problems K3. List popular types of beer are available at the K7. Explain how you handle customer enquiries or property other problems K4. Identify wines, liquors, spirits are available at K8. Describe the procedures to close down bar the property operations K5. Describe the types of cocktails and mocktails K9. Explain FIFO procedure served at the property © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 49
47. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOURIST BOAT SERVICE CONDITIONS OF PERFORMANCE AND VARIABLES 1. Serve drinks according to service and quality 3. Monitor customer behaviour to anticipate standards may include: any drink-related problems could include: • Ensuring drinks are served in appropriate • Observing noisy or rowdy customers and measures anticipating actions to take • Ensuring drinks are served in correct glasses at • Deciding when to intervene or talk to correct temperatures customers, or whether to involve others • Confirming orders to ensure accurate drink 4. Handle customer enquiries or problems orders provided according to company procedures could 2. Ensure appropriate accompaniments are include: served with drinks could include: • Complaints about slow service • Providing accompaniments alongside drinks • Complaints about quality, amount, appearance • Providing accompaniments to decorate drinks or taste of drink such as fruits slices for cocktails • Complaints about incorrect order • Complaints about bill or payment • Complaints about service quality • Complaints about table cleanliness or setting • Complaints about other guests (noisy, drunk, abusive etc) ASSESSMENT GUIDE ASSESSMENT METHODS Evidence of the following is required: This unit may be assessed on or off the job. 1. Two occasions of preparing and re-stocking the Assessment should include practical demonstration bar correctly either in the workplace or through a simulation 2. Four occasions of preparing cocktails and activity, supported by a range of methods to assess mocktails underpinning knowledge. 3. Three occasions of serving wine, beer and Assessment must relate to the individual’s work area spirits or area of responsibility. 4. Two occasions of dealing with drink-related problems or other customer problems/ The following methods may be used to assess complaints competency for this unit: 5. Two reports for shift handover or for • Case studies supervisor/manager • Observation of practical candidate performance • Practical exercises that reflect the workplace use of the facilities & equipment • Recorded oral test and/or written questions • Third party reports completed by a supervisor • Project and assignment work RELEVANT OCCUPATIONS ACCSTP REF Barman/Barwoman, Assistant Barman, Drinks waiter D1.HBS.CL5.04-08 © Environmentally & Socially Responsible Tourism Capacity Development Programme 50 funded by the EU
48. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOURIST BOAT SERVICE FBS2.2. UNIT TITLE: SERVE WINE UNIT DESCRIPTOR This unit covers the competencies for selling and serving wine for customers at the dining table. ELEMENTS AND PERFORMANCE CRITERIA E1. Introduce wine list E3. Serve wine P1. Present wine list to the customer P8. Prepare glasses, wine opener, and ice bucket if P2. Provide accurate wine information to meet the required requirements of the customer P9. Serve wine professionally as per property’s P3. Make recommendations for wind and food policies, standards and procedures pairing P4. Refer customer queries to a senior person if unable to answer the query E2. Provide customer service P5. Establish rapport with the customer and maintain it throughout the service P6. Take the opportunity to maximise sales through up-selling P7. Take customer orders according to organisation’s procedures KNOWLEDGE REQUIREMENTS K1. Describe main white and red wines and their K4. Describe the process for opening and pouring features and taste wine K2. List the main wine producers and the most K5. Describe how you maintain customer service popular wines in your establishment and maximise sales through up-selling K3. Explain which wines might match different foods CONDITIONS OF PERFORMANCE AND VARIABLES 1. Opening wine would include the following: 2. Serving wine would include: • Show the bottle of the wine to confirm the right • Pour a small amount of wine for the host bottle ordered before serving guests • Serve ladies first then pour for others in a • Place bottle on the table and cut the foil around clockwise direction cork (if corked) • Pour for the host last • Wrap service napkin securely around the bottle • Place the bottle on the table with the label neck facing the host • Hold the bottle neck firmly in one hand and • Place white wine or champagnes in an ice with the other grip the cork head bucket (with stand if required) • Insert corkscrew and turn firmly to the right • Turn the cork a few degrees until it begins to rise by itself © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 51
49. VIETNAM TOURISM OCCUPATIONAL STANDARDS: TOURIST BOAT SERVICE ASSESSMENT GUIDE ASSESSMENT METHODS Evidence of the following is required: This unit may be assessed on or off the job. 1. Three occasions of presenting the wine list and Assessment should include practical demonstration advising on wines to accompany foods either in the workplace or through a simulation 2. Four occasions of preparing and serving wine activity, supported by a range of methods to assess 3. Two occasions of up-selling products underpinning knowledge Assessment must relate to the individual’s work area or area of responsibility The following methods may be used to assess competency for this unit: • Observation of practical candidate performance • Practical exercises that reflect the workplace use of the facilities & equipment • Recorded oral test and/or written questions • Third party reports completed by a supervisor • Project and assignment work RELEVANT OCCUPATIONS ACCSTP REF Wine Waiter, Captain, Restaurant Supervisor, D1.HBS.CL5.15 General Waiter © Environmentally & Socially Responsible Tourism Capacity Development Programme 52 funded by the EU