FORM 1.

1 SELF-ASSESSMENT CHECK

INSTRUCTIONS: This Self-Check Instrument will give the trainer necessary

data or information which is essential in planning training sessions. Please the
check appropriate box of your answer to the questions below.

BASIC COMPETENCIES
CAN I…? YES NO
1. PARTICIPATE IN WORKPLACE COMMUNICATION
LO1. Obtain and convey workplace information
LO2. Speak English at a basic operational level
LO3. Participate in workplace meetings and discussions
LO4. Complete relevant work related documents
2. WORK IN TEAM ENVIRONMENT
LO1. Describe team role and scope
LO2. Identify own role and responsibility within team
LO3. Work as a team member
LO4. Work effectively with colleagues
LO5. Work in socially diverse environment
3. PRACTICE CAREER PROFESSIONALISM
LO1. Integrate personal objectives with organizational goals
LO2. Set and meet work priorities
LO3. Maintain professional growth and development
4. PRACTICE OCCUPATIONAL HEALTH AND SAFETY PROCEDURES
LO1. Identify hazards and risks
LO2. Evaluate hazards and risks
LO3. Control hazards and risks
LO4. Maintain OHS awareness
LO5. Perform basic first-aid procedures

COMMON COMPETENCIES
CAN I…? YES NO
5. DEVELOP AND UPDATE INDUSTRY KNOWLEDGE
LO1. Seek information on the industry
LO2. Update industry knowledge
LO3. Develop and update local knowledge
LO4. Promote products and services to customers
6. OBSERVE WORKPLACE HYGIENE PROCEDURES
LO1. Follow hygiene procedures
LO2. Identify and prevent hygiene risks
7. PERFORM COMPUTER OPERATIONS
LO1. Plan and prepare for task to be undertaken
LO2. Input data into computer
LO3. Access information using computer
LO4. Produce/output data using computer system
LO5. Maintain computer equipment and systems
8. PERFORM WORKPLACE AND SAFETY PRACTICES
LO1. Follow workplace procedures for health, safety and security practices
LO2. Perform child protection duties relevant to the tourism industry
LO3. Observe and monitor people
LO4. Deal with emergency situations
LO5. Maintain safe personal presentation standards
LO6. Maintain a safe and secure workplace
9. PROVIDE EFFECTIVE CUSTOMER SERVICE
LO1. Greet customer
LO2. Identify needs of customers
LO3. Deliver service to customer
LO4. Handle queries through use of common business tools and technology
LO5. Handle complaints/ conflict situations, evaluation and recommendations

CORE COMPETENCIES
CAN I…? YES NO
10. PREPARE THE DINING ROOM/RESTAURANT AREA FOR SERVICE
LO1. Take table reservations
LO2. Prepare service stations and equipment
LO3. Set up the tables in the dining area
LO4. Set the mood/ambiance of the dining area
11. WELCOME GUESTS AND TAKE FOOD AND BEVERAGE ORDERS
LO1. Welcome and greet guests
LO2. Seat the guests
LO3. Take food and beverage orders
LO4. Liaise between kitchen and service areas
12. PROMOTE FOOD AND BEVERAGE PRODUCTS
LO1. Know the product
LO2. Undertake Suggestive selling
LO3. Carry out Upselling strategies
13. PROVIDE FOOD AND BEVERAGE SERVICES TO GUESTS
LO1. Serve food orders
LO2. Assist the diners
LO3. Perform banquet or catering food service
LO4. Serve Beverage Orders
LO5. Process payments and receipts
LO6. Conclude food service and close down dining area
LO7. Manage intoxicated persons
14. PROVIDE ROOM SERVICE
LO1. Take and process room service orders
LO2. Set up trays and trolleys
LO3. Present and serve food and beverage orders to guests
LO4. Present room service account
LO5. Clear away room service equipment
15. RECEIVE AND HANDLE GUEST CONCERNS
LO1. Listen to the complaint
LO2. Apologize to the guest
LO3. Take proper action on the complaint
LO4. Record complaint