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HOSPITALITY & TOURISM INDUSTRY

CERTIFICATION PROGRAMS

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TOUR GUIDE

Planning Travel Itineraries
Preparing Travel Equipment
Gathering Tourist Information
Providing Pickup and Drop-off Services
Communicating Information
Guiding at Tourist Sites
Leading Tours
Providing Interpretation During Tours
Managing Extended Tours
Creating Tour Reports
Handling Conflict Situations
Following Workplace Health, Safety, and Security Procedures
Administering First Aid
Collaborating with Colleagues and Tourists
Working in Diverse Social Environments
Communicating via Telephone
Performing Administrative Procedures
Searching for Data on Computers
Developing and Updating Tourism Knowledge

TOUR LEADER

Collaborating with Colleagues and Tourists
Working in Different Social Environments
Following Health, Safety, and Security Procedures in the Workplace
Handling Conflict Situations
Developing and Updating Tourism Knowledge
Preparing for Tours
Coordinating Preparation Schedules
Developing Destination Knowledge
Arranging Departure Times
Organizing Transit Times
Scheduling Arrival Times
Managing Time while on Vehicles
Arranging Hotel Check-Ins and Check-Outs
Organizing Participants during Tours
Managing Extra Tours
Coordinating Mode of Transportation Transfers
Handling Unexpected Issues
Addressing Participant Complaints During Tours
Managing Tour Reports
Communicating Orally in Basic Operational English
Reading in Basic Operational English
Writing in Basic Operational English

RECEPTIONIST

Work effectively with colleagues and customers
Work in a socially diverse environment
Implement occupational health and safety procedures
Perform clerical procedures
Access and retrieve computer-based data
Communicate effectively on the telephone
Maintain hospitality industry knowledge
Develop and update tourism industry knowledge
Develop and update local knowledge
Promote products and services to customer
Establish and maintain a safe and secure workplace
Speak English at a basic operational level
Use common business tools and technology

WAITER/WAITRESS

Take food orders and provide courteous table service
Provide advice to patrons on food and beverage services
Process transactions for purchase of goods and services
Prepare and serve non-alcoholic beverages
Provide room service
Speak English at a basic operational level
Receive and resolve customer complaints
Perform basic first aid procedures
Maintain hospitality industry knowledge
Develop and update local knowledge
Read and interpret basic instructions, directions and/or diagrams

ROOM ATTENDANT

Work effectively with customers and colleagues
Work in a socially diverse environment
Implement occupational health and safety procedures
Perform basic clerical procedures
Maintain hospitality industry knowledge
Manage and resolve conflict situations
Perform basic First Aid procedures
Perform child protection duties relevant to the tourism industry
Speak English at basic operational level
Access and retrieve computer-based data

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FRONT OFFICE

Provide accommodation services
Receive and process reservations
Operate computerized reservation system
Process a financial transaction for services rendered
Maintain a paper-based filling and retrieval system
Process transactions for purchase of goods or services
Maintain guest’s financial records
Prepare routine financial statements
Manage quality customer/guest services
Receive and securely store incoming goods
Monitor and manage workplace relations and diversity
Roster staff
Monitor routine workplace operations
Coach others in job skills
Provide for the safety of VIPs
Manage intoxicated persons
Conduct a night audit

BELLBOY

Planning Travel Itineraries
Preparing Travel Equipment
Gathering Tourist Information
Providing Pickup and Drop-off Services
Communicating Information
Guiding at Tourist Sites
Leading Tours
Providing Interpretation During Tours
Managing Extended Tours
Creating Tour Reports
Handling Conflict Situations
Following Workplace Health, Safety, and Security Procedures
Administering First Aid
Collaborating with Colleagues and Tourists
Working in Diverse Social Environments
Communicating via Telephone
Performing Administrative Procedures
Searching for Data on Computers
Developing and Updating Tourism Knowledge

PASTRY COOK

Apply standard safety procedures for handling foodstuffs
Clean and maintain kitchen equipment and utensils
Comply with workplace hygiene procedures
Prepare and display petits fours
Prepare and display sugar work
Prepare and model marzipan
Prepare and present chocolate goods
Prepare and present desserts
Prepare and present gateaux, torten and cakes
Prepare and produce cakes and pastries

CHEF De PARTIE

Apply standard safety procedures for handling foodstuffs
Clean and maintain kitchen equipment and utensils
Implement occupational health and safety procedures
Organize and prepare food products and meals
Receive and store kitchen supplies and food stocks
Receive and resolve customer complaints
Read and interpret basic instructions, directions and/or diagrams
Apply basic techniques of commercial cookery
Prepare and store food in a safe and hygienic manner
Present and display food products
Receive and securely store incoming goods
Promote hospitality products and services
Establish and maintain a safe and secure workplace
Manage quality guest/customer service
Manage stock purchases and inventories
Prepare and monitor operational budgets
Manage financial performance within a budget
Work effectively with colleagues and customers

BUTCHER

Apply standard safety procedures for handling foodstuffs
Clean and maintain kitchen equipment and utensils
Comply with workplace hygiene procedures
Implement occupational health and safety procedures
Identify and prepare various meats
Prepare portion-controlled meat cuts
Prepare and store food in a safe and hygienic manner
Perform child protection duties relevant to the tourism industry
Work in a socially diverse environment
Work effectively with colleagues and customers
Perform basic first aid procedures

FOOD & BEVERAGES SUPERVISOR

Maintain hospitality industry knowledge
Perform clerical procedures
Read and interpret basic instructions, directions and/or diagrams
Receive and resolve customer complaints
Speak English at a basic operational level
Work effectively with colleagues and customers
Provide a link between kitchen and service area
Provide food and beverage services
Receive and securely store incoming goods
Establish and maintain a safe working environment
Manage quality customer service
Start conversations and develop good relations with guests
Provide gueridon service
Provide silver service
Serve a range of wine products
Prepare and serve cocktails
Coach others in job skills
Monitor staff performance standards
Monitor routine workplace operations
Roster staff

COOK

Prepare the broth and sous
Identify and prepare meat
Prepare appetizer and salad
Prepare soup
Prepare various sandwiches
Prepare and cook poultry and game
Prepare vegetables, eggs and food made from flour
Prepare and cook seafood
Prepare hot and cold desserts
Prepare and make curry seasoning
Prepare and make rice and noodle dishes
Prepare and make salads (gadogado, pecel, urap, salad and the like)
Prepare and make accompaniment dishes (crackers, chips and fried onions or shallot)
Prepare and make broth & soup
Prepare and make chicken, seafood & vegetables curry dishes

PUBLIC AREA ATTENDANT

Provide housekeeping services to guests
Clean public areas, facilities and equipment
Provide a lost and found facility
Clean and maintain industrial work area and equipment
Work effectively with customers and colleagues
Work in a socially diverse environment
Implement occupational health and safety procedures
Manage and resolve conflict situations
Speak English at a basic operational level

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