ASEAN Competency Based Training and Assessment Programs

FO – Front Office/Guest Services

HK – Housekeeping
FB – Food & Beverage
FP – Food Production/Kitchen Services
SM – Sales & Marketing
EM – Events Management
HR – Human Resources
FA – Finance and Admin
TA – Travel Agency
TO – Tour Operators

Note: Some programs are clustered applicable for multiple labor divisions

FB – FO – HK:

MANAGE INTOXICATED PERSONS – This unit deals with the skills and knowledge required to
manage intoxicated persons within the hotel industries workplace context

FO – HK:

ESCORT, CARRY, AND STORE VALUABLE ITEMS – This unit deals with skills and knowledge
required to enable staff to safely and securely escort and carry cash and other valuable items
within the host establishment, and to and from nominated external locations, and to ensure its
safe storage either within the establishment or off-site

OBSERVE AND MONITOR PEOPLE – This unit deals with skills and knowledge required to
observe and monitor people in order to identify suspicious or unwanted patrons and deter
unwanted and/or illegal activity on the premises. It also deals with the apprehension, search
and detention of people perceived to be offenders, who are found on the premises

PROVIDE A LOST AND FOUND FACILITY – This unit deals with skills and knowledge required to
manage lost property in an accommodation facility

PROVIDE FOR THE SAFETY OF VIPs – This unit deals with skills and knowledge required to
ensure the safety of nominated VIPs on the premises including escorting them to, in and from
the premises and ensuring their safety during their stay

MAINTAIN THE SAFETY OF PREMISES AND PERSONNEL – This unit deals with skills and
knowledge required to create and maintain a safe workplace environment that protects the
wellbeing and physical safety of staff and customers
MAINTAIN THE SECURITY OF PREMISES AND PROPERTY – This unit deals with skills and
knowledge required to create and maintain an environment that optimizes the security of
premises and property

OPERATE BASIC SECURITY EQUIPMENT – This unit deals with skills and knowledge required to
select and operate security equipment and resources to provide a basic level of security within
hospitality or tourism premises

PLAN AND CONDUCT AN EVACUATION OF PREMISES – This unit deals with skills and
knowledge required to produce a written evacuation/Emergency Management Plan for a
premise that will guide the practical, safe and effective evacuation in the event of an
emergency

SM – EM – FO:
PLAN AND IMPLEMENT SALES ACTIVITIES – This unit deals with skills and knowledge required
to plan and implement the sales activities of a sales team from a managerial perspective in a
tourism and hospitality context

DEVELOP AND UPDATE TOURISM INDUSTRY KNOWLEDGE – This unit deals with skills and
knowledge required to generate and maintain basic knowledge of the tourism industry
generally, including sector and legislative information: this unit is specific to the host country in
which it is delivered

FB – FP:

DEVELOP NEW PRODUCTS AND SERVICES – This unit deals with the skills and knowledge
required to develop new products and services in a range of settings within the hotel industries

CLEAN AND MAINTAIN KITCHEN EQUIPMENT AND UTENSILS – This unit deals with skills and
knowledge required to clean kitchen premises, and to clean and perform basic maintenance on,
equipment, utensils and premises within the hotel industries workplace context

ORGANISE AND PREPARE FOOD PRODUCTS AND SERVICES – This unit deals with skills and
knowledge required to undertake mise-en-place duties to support the production of finished
menu items in a kitchen

MONITOR CATERING REVENUE AND COSTS (ALSO SM – EM) – This unit deals with skills and
knowledge required to enable food supervisors and managers to monitor catering revenue and
costs by using a system that tracks the performance of a food operation within a food
department, outlet or enterprise
RECEIVE AND RESOLVE CUSTOMER COMPLAINTS – This unit deals with the skills and
knowledge required to receive and resolve customer complaints in a range of settings within
the in the hotel industry workplace context

APPLY STANDARD SAFETY PROCEDURES FOR HANDLING FOODSTUFFS – This unit deals with
the skills and knowledge required to apply standard safety procedures for handling foodstuffs
in a range of settings within the in the hotel and travel industries workplace context

RECEIVE AND STORE KITCHEN SUPPLIES AND FOOD STOCK – This unit deals with skills and
knowledge required to receive and store food and non-food deliveries into the kitchen area of a
food establishment and process the items that have been delivered and stored according to
accepted stock handling procedures

FP – FB – FO – HK:

ORGANIZE FUNCTIONS (SM, EM) – This unit deals with skills and knowledge required to
organize functions, and to follow-up with customers after the function. It does not cover the
delivery of services for the function itself

DESIGN, PREPARE AND PRESENT VARIOUS TYPES OF REPORTS – This unit deals with skills and
knowledge required to develop, produce and present a range of reports used by the hotel
industry

MANAGE AN ASSESSMENT SYSTEM FOR TRAINING OUTCOMES (also HR) – This unit deals with
skills and knowledge required to manage an assessment system for employees within a work
context

EVALUATE THE EFFECTIVENESS OF AN ASSESSMENT SYSTEM – This unit deals with skills and
knowledge required to evaluate the effective of an internal training assessment system
operated by the organization

MONITOR AND EVALUATE THE EFFECTIVENESS OF TRAINING OUTCOMES (also HR) – This unit
deals with skills and knowledge required to track and determine the effectiveness of training on
workplace and business performance

PLAN AND IMPLEMENT A SERIES OF TRAINING EVENTS (also HR) – This unit deals with skills
and knowledge required to plan training events in response to identified workplace need and
administer the implementation to optimize training effectiveness: this unit reflects a
management function and not a trainer function and is likely to be applicable to an organization
that has multiple workplaces/sites

PREPARE AND DELIVER TRAINING SESSIONS – This unit deals with skills and knowledge
required to prepare and deliver in-house training sessions
IMPLEMENT, MONITOR AND EVALUATE A TRAINING AND DEVELOPMENT PROGRAM – This
unit deals with skills and knowledge required to implement, monitor and evaluate a training
and development program within a workplace context; it does not address the development of
a training and development program

PLAN, CONDUCT AND EVALUATE A STAFF PERFORMANCE ASESSMENT – This unit deals with
skills and knowledge required to plan, conduct and evaluate a staff performance assessment
within an organization that utilizes formal staff appraisals

GATHER AND PRESENT PRODUCT INFORMATION – This unit deals with the skills and
knowledge required to gather and present product information in a range of settings within the
hotel industries

MANAGE THE USE OF HUMAN RESOURCES – This unit deals with skills and knowledge required
to manage and develop staff within an operational industry context

PROVIDE PROFESSIONAL SUPPORT TO COLLEAGUES – This unit deals with skills and knowledge
required to enable experienced supervisors to provide workplace mentoring support to
subordinates and their peers

RESPOND TO INSTRUCTIONS GIVEN IN ENGLISH – This unit deals with the skills and knowledge
required to respond to instructions given in English in the workplace

START CONVERSATIONS AND DEVELOP GOOD RELATIONS WITH GUESTS – This unit deals with
the skills and knowledge required to start conversations and develop good relations with guests

USE ORAL ENGLISH TO CONVEY A COMPLEX EXCHANGE OF IDEAS – This unit deals with the
skills and knowledge required to convey a complex exchange of ideas orally in English

MAINTAIN A PAPER-BASED FILING AND RETRIEVAL SYSTEM – This unit deals with the skills and
knowledge required maintain a paper-based filing and retrieval system in a range of settings
within the hotel industries

DEVELOP AND SUPERVISE OPERATIONAL APPROACHES – This unit deals with the skills and
knowledge required to develop and supervise operational approaches in a range of settings
within the hotel industries

MAINTAIN HOSPITALITY INDUSTRY KNOWLEDGE – This unit deals with the skills and
knowledge required to maintain hospitality industry knowledge in a range of settings in a range
of settings within the in the hotel and travel industries workplace context

MANAGE PAYROLL RECORDS (HR, F&A) – This unit deals with the skills and knowledge required
to manage payroll records in a range of settings within the hotel and travel industries
MANAGE AND IMPLEMENT SMALL PROJECTS – This unit deals with the skills and knowledge
required to manage and implement small projects in a range of settings within the hotel
industries.

READ GENERAL INFORMATION TEXTS OR MEDIA – This unit deals with the skills and
knowledge required to read general information texts or media in the workplace

WRITE A SHORT MESSAGE IN ENGLISH – This unit deals with the skills and knowledge required
to write short messages in the workplace

READ AND INTERPRET BASIC INSTRUCTIONS, DIRECTIONS AND/OR DIAGRAMS – This unit
deals with the skills and knowledge required to read and interpret basic instructions, directions
and/or diagrams in a range of settings within the labor divisions of the hotel industries

WORK COOPERATIVELY IN A GENERAL ADMINISTRATION ENVIRONMENT – This unit deals

with the skills and knowledge required to work cooperatively in a general administration
environment in a range of settings within the labor divisions of the hotel industries

PREPARE A BUSINESS LETTER IN ADVANCED ENGLISH – This unit deals with the skills and
knowledge required to write a business letter in advanced English in the workplace

CONVERSE IN ENGLISH AT A BASIC OPERATIONAL LEVEL – This unit deals with the skills and
knowledge required to converse orally in English in the workplace at a basic operational level

DELIVER A SHORT ORAL PRESENTATION IN ENGLISH – This unit deals with the skills and
knowledge required to deliver a short oral presentation in English

FP – FB – FO – HK:

COMPLY WITH WORKPLACE HYGIENE PROCEDURES – This unit deals with skills and knowledge
required to follow safe food handling procedures which apply in hospitality and tourism
enterprises. It is particularly relevant to any staff working with food especially in kitchens,
housekeeping, food and beverage and tour operations where duties involve the preparation,
handling and service of food
ESTABLISH AND MAINTAIN A SAFE AND SECURE WORKPLACE – This unit deals with skills and
knowledge required to develop and manage health, safety and security requirements in a
workplace
PREPARE AND DELIVER A PRESENTATION – This unit deals with skills and knowledge required
to plan and make a presentation to groups of people either within, or outside, the host
enterprise. It does not refer to impromptu speeches
DEVELOP PROTECTIVE ENVIRONMENTS FOR CHILDREN IN TOURISM DESTINATIONS – This unit
deals with skills and knowledge required to develop and implement protective actions
appropriate to the tourism industry which serve to prevent the sexual exploitation of children
by tourists
PERFORM CHILD PROTECTION DUTIES RELEVANT TO THE TOURISM INDUSTRY- This unit deals
with skills and knowledge required to understand the issue of child sexual exploitation by
tourists and apply simple protective measures which are applicable and appropriate for staff
working in the hotel and travel industries
PREPARE FINANCIAL STATEMENTS – This unit deals with skills and knowledge required to
generate financial statements required to monitor business performance
RECEIVE AND STORE STOCK – This unit deals with skills and knowledge required to accept
delivery of and store products in an establishment
COMMUNICATE ON THE TELEPHONE – This unit deals with the skills and knowledge required to
communicate on the telephone in a range of settings within the hotel and travel industries
workplace context
MANAGE AND MAINTAIN WORKPLACE RELATIONS – This unit deals with the skills and
knowledge required to manage and maintain workplace relations in a range of settings within
the in the hotel industries workplace context
MANAGE WORKPLACE DIVERSITY – This unit deals with the skills and knowledge required to
manage workplace diversity in a range of settings within the in the hotel industries workplace
context
MANAGE WORKPLACE OPERATIONS – This unit deals with the skills and knowledge required to
manage workplace operations in a range of settings within the hotel and travel industries
workplace context
PREPARE AND MONITOR BUDGETS – This unit deals with the skills and knowledge required to
prepare and monitor budgets in a range of settings within the hotel and travel industries
workplace context
DEVELOP A MARKETING STRATEGY AND COORDINATE SALES ACTIVITIES (SM) – This unit deals
with the skills and knowledge required for developing a marketing strategy and coordinating
sales activities in a range of settings within the hotel and travel industries
DEVELOP AND IMPLEMENT A BUSINESS PLAN – This unit deals with the skills and knowledge
required to develop and implement a business plan in a range of settings within hotel and
travel industries
ESTABLISH AND MAINTAIN A BUSINESS RELATIONSHIP – This unit deals with the skills and
knowledge required to establish and maintain a business relationship in a range of settings
within the hotel and travel industries.
PROCESS A FINANCIAL SALE TRANSACTION – This unit deals with skills and knowledge required
to process financial transactions made by cash or other means, and to reconcile those
transactions
DEVELOP AND IMPLEMENT OPERATIONAL POLICIES – This unit deals with the skills and
knowledge required to develop and implement operational policies in a range of settings within
the hotel and travel industries
MAINTAIN QUALITY CUSTOMER/GUEST SERVICE – This unit deals with the skills and
knowledge required to maintain a quality customer/guest service in a range of settings within
the hotel and travel industries
MANAGE FINANCIAL PERFORMANCE WITHIN A BUDGET – This unit deals with the skills and
knowledge required to manage financial performance within a budget in a range of settings
within the hotel and travel industries
MANAGE LEGAL REQUIREMENTS FOR BUSINESS COMPLIANCE – This unit deals with the skills
and knowledge required to manage legal requirements for business compliance in a range of
settings within the six labor divisions of the hotel and travel industries
MANAGE PHYSICAL ASSETS AND INFRASTRUCTURE – This unit deals with the skills and
knowledge required to manage physical assets and infrastructure in a range of settings within
the hotel and travel industries
MONITOR AND MAINTAIN A BUSINESS COMPUTER SYSTEM – This unit deals with the skills and
knowledge required to monitor and maintain a business computer system in a range of settings
within the hotel and travel industries
PLAN AND ESTABLISH SYSTEMS AND PROCEDURES – This unit deals with the skills and
knowledge required to plan and establish systems and procedures in a range of settings
PREPARE BUSINESS DOCUMENTS – This unit deals with the skills and knowledge required to
prepare business documents in a range of settings within the hotel and travel industries
PRODUCE DOCUMENTS, REPORTS AND WORKSHEETS ON A COMPUTER – This unit deals with
the skills and knowledge required to produce documents, reports and worksheets on a
computer in a range of settings within the hotel and travel industries
USE COMMON BUSINESS TOOLS AND TECHNOLOGY – This unit deals with the skills and
knowledge required to use common business tools and technology in a range of settings within
the hotel and travel industries
DEVELOP AND UPDATE LOCAL KNOWLEDGE – This unit deals with the skills and knowledge
required to develop and update local knowledge in a range of settings within the in the hotel
and travel industries workplace context
MANAGE STOCK PURCHASES AND INVENTORY – This unit deals with skills and knowledge
required to develop and operate an effective stock control system including the purchasing,
receival, storage and internal distribution and management of stock within the hotel and travel
industries workplace context
PROMOTE PRODUCTS AND SERVICES TO CUSTOMERS – This unit deals with skills and
knowledge required to enable the development of product and service knowledge and selling
skills, and the use of these skills to encourage customers to make purchases that meet
identified need within the hotel and travel industries workplace context
IMPLEMENT OCCUPATIONAL HEALTH AND SAFETY PROCEDURES – This unit deals with the
skills and knowledge required to implement occupational health and safety procedures in a
range of settings within the in the hotel and travel industries workplace context
PERFORM CLERICAL PROCEDURES – This unit deals with the skills and knowledge required to
perform clerical procedures in a range of settings within the six labor divisions of the hotel and
travel industries
PERFORM BASIC FIRST AID PROCEDURES – This unit deals with the skills and knowledge
required to perform basic first aid procedures in a range of settings within the in the hotel and
travel industries workplace context
ACCESS AND RETRIEVE COMPUTER-BASED DATA – This unit deals with the skills and
knowledge required to access and retrieve computer-based data in the hotel and travel
industries workplace context
COACH OTHERS IN JOB SKILLS – This unit deals with the skills and knowledge required to coach
others in job skills in a range of settings within the hotel industries workplace context
MANAGE AND RESOLVE CONFLICT SITUATIONS – This unit deals with the skills and knowledge
required to manage and resolve conflict situations in a range of settings within the hotel and
travel industries workplace context
PLAN, MANAGE AND CONDUCT MEETINGS – This unit deals with the skills and knowledge
required to plan, manage and conduct meetings in a range of settings within the hotel and
travel industries
WORK EFFECTIVELY WITH COLLEAGUES AND CUSTOMERS – This unit deals with the skills and
knowledge required to work effectively with colleagues and customers in a range of settings
within the hotel and travel industries workplace context
WORK IN A SOCIALLY DIVERSE ENVIRONMENT – This unit deals with the skills and knowledge
required to work effectively in a socially diverse environment in a range of settings within the
hotel and travel industries workplace context
AUDIT FINANCIAL PROCEDURES – This unit deals with the skills and knowledge required to
audit financial procedures in a range of settings within the labor divisions of the hotel and
travel industries
READ AND WRITE ENGLISH AT AN ADVANCED LEVEL – This unit deals with the skills and
knowledge required to read and write English in the workplace at an advanced level
MONITOR STAFF PERFORMANCE – This unit deals with skills and knowledge required by
supervisors and managers to monitor workplace performance of staff within an established
performance management environment
RECRUIT AND SELECT STAFF – This unit deals with skills and knowledge required to enable a
supervisor to identify future staffing needs and take appropriate action to employ workers to
meet these human resource needs including implementation of induction and orientation
programs
ROSTER STAFF – This unit deals with skills and knowledge required by supervisors to prepare
staff rosters that meet enterprise staffing and wage cost requirements while enabling the
required levels of service delivery
FB:
CLEAN AND TIDY BEVERAGE AND FOOD SERVICE AREAS – This unit deals with skills and
knowledge required to clean and tidy service and public areas in beverage and food service
areas/outlets, and to provide elementary levels of support to other staff in service provision:
the competencies contained in this unit may be applied by support personnel or incorporated
into the overall duties of bar and/or waiting staff.
PROVIDE GUERIDON SERVICE – This unit deals with skills and knowledge required to promote,
prepare for and provide gueridon service in a fine dining environment
PROVIDE ROOM SERVICE – This unit deals with skills and knowledge required to take room
service orders and deliver room service of food and beverages to guest rooms in an
accommodation property
PROVIDE SILVER SERVICE – This unit deals with skills and knowledge required to prepare for,
and provide, complete silver service in a fine dining environment
PROVIDE FOOD AND BEVERAGE SERVICES – This unit deals with skills and knowledge required
to deliver food and beverage service to in houseguests within the dining areas of the
establishment
MANAGE RESPONSIBLE SERVICE OF ALCOHOL – This unit deals with the skills and knowledge
required to manage responsible service of alcohol in a range of settings within the hotel
industries workplace context
OPERATE A BAR FACILITY – This unit deals with the skills and knowledge required to operate a
bar facility in a range of settings within the hotel industries workplace context
OPERATE A CELLAR SYSTEM – This unit deals with the skills and knowledge required to operate
a cellar system within the hotel industries workplace context
PREPARE AND SERVE NON-ALCOHOLIC BEVERAGES – This unit deals with the skills and
knowledge required to prepare and serve non-alcoholic beverages in a range of settings within
the hotel industries workplace context
PROCESS LIQUOR SALES AT A BAR FACILITY – This unit deals with the skills and knowledge
required to process liquor sales at a bar facility in a range of settings within the hotel industries’
workplace context
DEVELOP AND MAINTAIN FOOD & BEVERAGE PRODUCT KNOWLEDGE – This unit deals with
the skills and knowledge required to develop and maintain food and beverage product
knowledge in a range of settings within the in the hotel industries workplace context
PREPARE AND SERVE COCKTAILS – This unit deals with the skills and knowledge required to
prepare and serve cocktails within the hotel industry workplace context
PROVIDE A LINK BETWEEN KITCHEN AND SERVICE AREA – This unit deals with the skills and
knowledge required to provide a link between kitchen and service area in a range of settings
within the hotel industry workplace context
TAKE FOOD ORDERS AND PROVIDE TABLE SERVICE – This unit deals with the skills and
knowledge required to take food orders and provide table service in a range of settings within
the food and beverage service labor division of the hotel and travel industries
PROVIDE ADVICE TO PATRONS ON FOOD AND BEVERAGE SERVICES – This unit deals with the
skills and knowledge required to provide advice to patrons on food and beverage services in a
range of settings within the hotel industries workplace context
SERVE A RANGE OF WINE PRODUCTS – This unit deals with skills and knowledge required to
develop and maintain wine knowledge, undertake the sensory evaluation of wines, provide
advice on, and the table service of, wines
FP:
PREPARE AND COOK SEAFOOD – This unit deals with skills and knowledge required by cooks
and chefs to identify, prepare, cook, present and store a variety of fish and shellfish in
commercial food production environments
PREPARE AND DISPLAY PETIT FOURS – This unit deals with skills and knowledge required by
cooks, chefs and patissiers to prepare, display and store a range of high quality petit fours in
commercial food production environments
PREPARE AND DISPLAY SUGAR WORK – This unit deals with skills and knowledge required by
cooks, chefs and patisserie to prepare, display and store sugar based display pieces in a
commercial food production environment
PREPARE AND MODEL MARZIPAN – This unit deals with skills and knowledge required by
cooks, chefs and patissiers to prepare, model, display and store marzipan products in
commercial food production environments
PREPARE HOT, COLD AND FROZEN DESSERT – This unit deals with skills and knowledge
required by cooks, chefs and patissiers to prepare, produce and store a range of high quality
hot, cold and frozen desserts in commercial food production environments
PRESENT DESSERTS – This unit deals with skills and knowledge required by cooks, chefs and
patissiers to present or display a range of high quality deserts in commercial food production
environments
PREPARE AND PRESENT GATEAUX, TORTEN AND CAKES – This unit deals with skills and
knowledge required by cooks, chefs and patissiers to prepare, produce, display and store a
range of high quality gateaux, torten and cakes in commercial food production environments
PREPARE AND PRODUCE CAKES AND PASTRIES – This unit deals with skills and knowledge
required by cooks, chefs and patissiers to prepare, produce, display and store a range of high
quality cakes and pastries in commercial food production environments
PREPARE AND PRODUCE YEAST GOODS – This unit deals with skills and knowledge required by
cooks, chefs and patissiers to prepare, produce, display and store a range of high quality yeast
goods in commercial food production environments
PREPARE CHOCOLATE AND PRODUCE CHOCOLATE PRODUCTS – This unit deals with skills and
knowledge required by cooks, chefs and patissiers to prepare, produce, display and store a
range of high quality chocolate products in commercial food production environments
MAINTAIN STRATEGIES FOR SAFE FOOD STORAGE – this unit deals with skills and knowledge
required by cooks and chefs to monitor and maintain safe food strategies in commercial food
production environments. These procedures relate to a food safety program based on the
Hazard Analysis and Critical Control Points method (HACCP) but can also be customized to other
food systems
PLAN, PREPARE AND DISPLAY A BUFFET SERVICE – This unit deals with skills and knowledge
required by cooks and chefs to plan, prepare, display and store a variety of buffet items in
commercial food production environments
PREPARE AND COOK POULTRY AND GAME MEATS – This unit deals with skills and knowledge
required by cooks and chefs to identify, prepare, cook, present and store a variety of poultry
and game meats in commercial food production environments
PREPARE BAKERY PRODUCTS FOR PATISSERIE – This unit deals with skills and knowledge
required by cooks, chefs and patissiers to prepare, display and store a range of high quality
bakery products in commercial food production environments
DESIGN MEALS TO MEET SPECIFIC DIETARY OR CULTURAL NEEDS – This unit deals with skills
and knowledge required by cooks and chefs to design prepare, cook and serve meals, to meet
specific dietary or cultural needs in commercial food production environments
IDENTIFY AND PREPARE VARIOUS MEATS – This unit deals with skills and knowledge required
by cooks and chefs to identify, prepare, cook, present and store a variety of meats in
commercial food production environments.
SELECT, PREPARE AND SERVE SPECIAL CUISINES – This unit deals with skills and knowledge
required by cooks and chefs to select, prepare, cook and serve a range of quality meals for
special cuisines in commercial food production environments
SELECT PREPARE AND SERVE VARIOUS CHEESES – This unit deals with skills and knowledge
required by cooks and chefs to select, prepare serve and store a variety of cheeses to meet the
requirements of the various food service outlets of the enterprise
PREPARE TENDERS FOR CATERING CONTRACTS – This unit deals with the skills and knowledge
required to prepare tenders for catering contracts in a range of settings within the in the hotel
industries workplace context
APPLY BASIC TECHNIQUES OF COMMERCIAL COOKERY – This unit deals with skills and
knowledge required by cooks and chefs to apply a range of cookery methods in the preparation
of menu items in a commercial environment; the application of this unit is critical to all other
food production units
APPLY CATERING CONTROL PRINCIPLES AND PROCEDURES – This unit deals with skills and
knowledge required by cooks and chefs in a supervisor position to order, store and prepare
foods to minimize wastage in commercial food production environments
DESIGN MEALS TO MEET SPECIFIC MARKET REQUIREMENTS – This unit deals with skills and
knowledge required by cooks and chefs to design meals to meet specific market requirements
in commercial food production environments
ESTABLISH AND MAINTAIN QUALITY CONTROL IN FOOD PRODUCTION – This unit deals with
skills and knowledge required by cooks and chefs in a supervisor position to establish and
maintain quality control of food production in commercial food environments
OPERATE A FAST FOOD OUTLET – This unit deals with skills and knowledge required by cooks
and chefs to plan and operate production of a fast food outlet in commercial food production
environments
ORGANIZE FOOD SERVICE OPERATIONS – This unit deals with skills and knowledge required by
cooks and chefs to plan and organize food service operations in commercial food production
environments
PLAN AND MANAGE MENU BASED CATERING – This unit deals with skills and knowledge
required by cooks and chefs in a supervisor position to plan, write and manage menu based
food production in commercial food production environments
PREPARE APPETISERS AND SALADS – This unit deals with skills and knowledge required by
cooks and chefs to prepare and present a selection of hot and cold appetizers and salads
PREPARE VEGETABLES, EGGS AND FARINACEOUS DISHES – This unit deals with skills and
knowledge required by cooks and chefs to prepare, present on menus and store a range of
vegetables, fruits, egg and farinaceous dishes in a commercial environment
PRESENT AND DISPLAY FOOD PRODUCTS – This unit deals with skills and knowledge required
by cooks and chefs to present and display a range of food products in commercial food
operations
SELECT CATERING SYSTEMS – This unit deals with skills and knowledge required by cooks and
chefs, in a supervisor or manager position, to evaluate and select catering systems for the
requirements of commercial food production environments
DESIGN A CONCEPT FOR A MAJOR EVENT OR FUNCTION – This unit deals with the skills and
knowledge required to design a concept for a major event or function in a range of settings
within the food production labor division of the hotel and travel industries
MANAGE AND OPERATE A COFFEE SHOP – This unit deals with skills and knowledge required in
the planning, operating and managing of coffee shops, which serve patisserie items. It deals
with the display and service of patisserie products and suitable beverages. It is appropriate for
cooks, chefs and patissiers wishing to open or operate a coffee shop. It should be linked to
other appropriate business management units, as this unit does not cover aspects such as
business planning, marketing and financial management or coffee making skills
PREPARE A VARIETY OF SANDWICHES – This unit deals with skills and knowledge required by
cooks and chefs to prepare and present a variety of high quality hot and cold sandwiches to
industry and or enterprise standards for various cuisines for use in a commercial environment.
PREPARE SOUPS – This unit deals with skills and knowledge required by cooks and chefs to
prepare a range of high quality soups for various cuisines used in a commercial environment
PREPARE STOCK AND SAUCES – This unit deals with skills and knowledge required by cooks and
chefs to prepare a range of high quality stocks and sauces for various cuisines for use in a
commercial environment. Note: The application of this unit is critical to all other food
production units
FO:
PROVIDE BELL BOY/PORTER SERVICES – This unit deals with skills and knowledge required to
provide bell boy/porter services within an accommodation property
PROVIDE ACCOMMODATION RECEPTION SERVICES – This unit deals with skills and knowledge
required to provide on arrival, stay and on departure accommodation reception services to
guests, and to provide operational support information to management and other departments
MAINTAIN GUESTS’ FINANCIAL RECORDS – This unit deals with skills and knowledge required
to create, maintain and present in-house guest accounts in a front office context
PROVIDE INFORMATION ABOUT IN-HOUSE SERVICES – This unit deals with skills and
knowledge required to enable the provision on information about in-house services to guests in
an accommodation facility
OPERATE A PRIVATE AUTOMATIC BRANCH EXCHANGE (PABX) SWITCHBOARD – This unit deals
with skills and knowledge required to operate a Private Automatic Branch Exchange (PABX)
switchboard and addresses basic programming requirements
FACILITATE OUTGOING PHONE CALLS – This unit deals with skills and knowledge required to
assist staff or guests to place outgoing telephone calls
PROVIDE INTERNATIONAL Direct Dial (IDD) SERVICE INFORMATION – This unit deals with skills
and knowledge required to enable reception staff to provide International Direct Dial (IDD)
information to guests
CONDUCT A NIGHT AUDIT – This unit deals with skills and knowledge required to appreciate
the role of a night auditor and to undertake reconciliations of transactions and records and the
generation of reports within an accommodation property
RECEIVE AND PLACE INCOMING TELEPHONE CALLS – This unit deals with skills and knowledge
required to receive incoming calls and to deal effectively with them by transferring and/or re-
directing them, as appropriate, or by taking other suitable action within the travel industries
workplace context

HK:
CLEAN AND MAINTAIN INDUSTRIAL WORK AREA AND EQUIPMENT – This unit deals with skills
and knowledge required to clean and maintain industrial work areas and equipment within a
housekeeping context
CLEAN AND PREPARE ROOMS FOR IN-COMING GUESTS – This unit deals with skills and
knowledge required to clean and prepare rooms for in-coming guests by room attendants to
deliver housekeeping services in an accommodation facility
LAUNDER LINEN AND GUESTS’ CLOTHES – This unit deals with skills and knowledge required to
perform the laundering of linen and guests clothes functions required in an on-premises
laundry within an accommodation facility
MAINTAIN AND OPERATE AN INDUSTRIAL LAUNDRY – This unit deals with skills and
knowledge required to operate an on- or off-premises industrial laundry to launder and dry
clean items in commercial capacities using industrial equipment to support the needs of an
accommodation establishment
PROVIDE VALET SERVICES TO GUESTS – This unit deals with skills and knowledge required to
provide valet services to guests within an accommodation establishment
CLEAN PUBLIC AREAS, FACILITIES AND EQUIPMENT – This unit deals with skills and knowledge
required to clean public areas, facilities and equipment, including nominated external areas
PROVIDE HOUSEKEEPING SERVICES TO GUESTS – This unit deals with skills and knowledge
required to provide a range of general housekeeping services to guests that could arise during
their stay at an accommodation establishment

TA – TO:

LEAD AND MANAGE PEOPLE - This unit deals with the skills and knowledge required to lead
and manage people in a range of settings within the hotel and travel industries.

MAINTAIN A SECURE FINANCIAL ACCOUNTING SYSTEM - This unit deals with skills and
knowledge required to maintain the security of the accounting systems, including the general
ledger.

MANAGE AND MONITOR INNOVATIVE TOURISM PROGRAMS AND PROJECTS - This unit deals
with skills and knowledge required to administer innovative tourism and programs within a
travel and tourism organization

MANAGE AND CONTROL OPERATIONAL COSTS - This unit deals with skills and knowledge
required to manage and to control costs associated with the operation of a travel and tourism
business

MANAGE AND MAINTAIN WORKPLACE RELATIONS - This unit deals with the skills and
knowledge required to manage and maintain workplace relations in a range of settings within
the in the hotel industries workplace context

MANAGE CONTRACTUAL AGREEMENTS/COMMITMENTS - This unit deals with skills and

knowledge required to manage agreements and/or commitments and arrangements with
businesses where a legally binding contract exists.
MANAGE FINANCIAL PERFORMANCE WITHIN A BUDGET - This unit deals with the skills and
knowledge required to manage financial performance within a budget in a range of settings
within the hotel and travel industries.

MANAGE LEGAL REQUIREMENTS FOR BUSINESS COMPLIANCE - This unit deals with the skills
and knowledge required to manage legal requirements for business compliance in a range of
settings within the six labour divisions of the hotel and travel industries.

MANAGE PHYSICAL ASSETS AND INFRASTRUCTURE - This unit deals with the skills and
knowledge required to manage physical assets and infrastructure in a range of settings within
the hotel and travel industries

MANAGE STOCK PURCHASES AND INVENTORY - This unit deals with skills and knowledge
required to develop and operate an effective stock control system including the purchasing,
receival, storage and internal distribution and management of stock within the hotel and travel
industries workplace context

MANAGE WORKPLACE DIVERSITY - This unit deals with the skills and knowledge required to
manage workplace diversity in a range of settings within the in the hotel industries workplace
context

MINIMISE THEFT - This unit deals with skills and knowledge required to minimise internal and
external theft.

MONITOR AND MAINTAIN A BUSINESS COMPUTER SYSTEM - This unit deals with the skills and
knowledge required to monitor and maintain a business computer system in a range of settings
within the hotel and travel industries

MONITOR STAFF PERFORMANCE - This unit deals with skills and knowledge required by
supervisors and managers to monitor workplace performance of staff within an established
performance management environment

OPERATE AN AUTOMATED INFORMATION SYSTEM - This unit deals with skills and knowledge
required to process information within an automated information system to support the
effective operation of a travel and tourism business

PLAN AND ESTABLISH SYSTEMS AND PROCEDURES - This unit deals with the skills and
knowledge required to plan and establish systems and procedures in a range of settings

PLAN AND IMPLEMENT SALES ACTIVITIES - This unit deals with skills and knowledge required
to plan and implement the sales activities of a sales team from a managerial perspective in a
tourism and hospitality context

PLAN AND PROMOTE TRAINING COURSES - This unit deals with skills and knowledge
required to identify competencies necessary to meet workplace training needs and promote
training within a workplace context
PREPARE AND SUBMIT QUOTATIONS - This unit deals with skills and knowledge required to
prepare and forward accurate and comprehensive quotations for products and services to
customers.

PREPARE BUSINESS DOCUMENTS - This unit deals with the skills and knowledge
required to prepare business documents in a range of settings within the hotel and
travel industries

PROMOTE TOURISM PRODUCTS AND SERVICES - This unit deals with skills and knowledge
required to identify customer needs and respond appropriately by identifying and encouraging
the purchase of suitable tourism products and services

READ AND WRITE ENGLISH AT A SUPERVISORY LEVEL - This unit deals with the skills
and knowledge required to read and write English at a supervisory level in the workplace.

READ AND WRITE ENGLISH AT AN ADVANCED LEVEL - This unit deals with the skills and
knowledge required to read and write English in the workplace at an advanced level.

READ AND WRITE ENGLISH AT A BASIC OPERATIONAL LEVEL - This unit deals with the
skills and knowledge required to read and write English in the workplace at a basic operational
level.

ROSTER STAFF - This unit deals with skills and knowledge required by supervisors to prepare
staff rosters that meet enterprise staffing and wage cost requirements while enabling the
required levels of service delivery.

SOURCE AND PRESENT INFORMATION - This unit deals with skills and knowledge required to
undertake basic research and present the captured information in response to identified need.

SOURCE AND PACKAGE TOURISM PRODUCTS AND SERVICES - This unit deals with skills and
knowledge required to source and evaluate products and services for inclusion into packages
for sale to individual and/or generic groups of clients.

USE ENGLISH AT A SUPERVISORY LEVEL - This unit deals with the skills and knowledge required
to use English at a supervisory level in the workplace.