Transparency for Mobility in Tourism: transfer and making system of methods and instruments to improve the assessment, validation and recognition of learning outcomes and the transparency of qualifications in tourism. AGREEMENT n LLP-LDV-TOI-10-IT-538 UNITS FRAMEWORK ABOUT THE MAITRE QUALIFICATION views only of the author, and the Commission cannot be held responsible for any use which may be made of the
UNIT 4 TO MANAGE THE CATERING SERVICES QUALIFICATION EQF LEVEL ECVET CREDIT POINTS MAITRE 4 33 LEARNING OUTCOMES IN TERMS OF COMPETENCE The subject is able to: 1. Prepare orders for stock 2. Take orders 3. Present and serve wines and dishes 4. Recommend dishes and wine/food pairings 5. Welcome customers 1. To Prepare orders for stock the subject must know how to: inventory the products needed for the restaurant verify the availability of products in storage/pantry (quantity, conservation status, etc.) report stock needs to the relevant department 2. To Take orders the subject must know how to: give the customer the menu maintain the proper distance from the customer stand back while the customers are making their choices return to take the order, writing it down on a notepad 3. To Present and serve wines and dishes the subject must know how to: present the unique characteristics of wines and dishes check and bring the right type of glass for any wines ordered by the customer select the requested bottle of wine make sure that the temperature of the bottle is suitable for the wine s sensory characteristics smell the cork for any defects pour a small amount of wine into the glass to see of its nose matches the palate pour the first glass of wine for the person who ordered and then pour it into glasses of the others at the table serve dishes 4. To Recommend dishes and wine/food pairings the subject must know how to: recommend dishes identify the right wine to go with the dishes chosen by customers explain the choice of wine according to the intensity of the sensations of food choose the best sequence of wines on the table, based on codified rules for the sequence of alcohol content and temperature
5. To Welcome customers the subject must know how to: checking the reservation or the availability of seats bringing the customer to the table delivering the menu and wine list COGNITIVE LEARNING OUTCOMES To show the elements of communication (customer service) To show the communication theory and technique, ways of welcoming the customer, knowing how to advise the customer, responding to objections To describe the instructions, warnings, indications and contraindications for the composition of the menu To describe the characteristics of food served at the restaurant, aspects of the ingredients used for the products being served To describe the instructions, warnings, indications and contraindications for the composition of the wine list To show the concepts of oenology, the sensory characteristics of certain wines, food/wine pairings To show the types of instruments for serving wine (corkscrew, tastevin, decanters, thermometer, etc.) To show the types of glasses To show the procedures for opening bottles of wine To show the methods for pouring sparkling whites / sparkling reds / champagne, still wines and aged reds To show the methods for serving dishes To show the methods for welcoming customers To show the methods for taking orders (computer, paper and pen, etc.) To show the elements of organisational management To describe the drawing up inventories To show the equipment in the room To show the provisions for special occasions (dinners, receptions, etc.) SKILL LEARNING OUTCOMES To report the stock requirements To do the identification of necessary equipment and provisions To conserve the equipment To define the quality standards of equipment and provisions at the restaurant To communicate appropriately with customers To advise the customer To use the wine-serving instruments To open bottles correctly To pour the wine correctly To assess the serving temperature of wine To serve dishes To present wines and dishes To assess the table to offer the customer To pair wine and food To choose the best sequence of wines at the table
INTERPRETATION OF LEVEL To be able to: 1. Prepare orders for stock 2. Take orders 3. Present and serve wines and dishes 4. Recommend dishes and wine/food pairings 5. Welcome customers The subject must demonstrate that he/she can: starting from the type of catering structure involved, place orders for inventory starting from the customer s arrival at the table, take orders starting from the customer s requests as well as the menu and wine list, serve the customer starting from the arrival of the customer/guest, welcome the customer The indicators are: procurement requests completed correctly orders taken correctly correctly served dishes and wine application of the correct ways to welcome customers
Mandatory / optional Optional indications EVALUATION PROCEDURES Type of test Classification Written tests Closed-ended questions multiple choice Oral tests questions to be completed (with the choice of a set of options) fill in the blanks (with the choice of a set of options) mini-cases (with multiple choice questions) matching questions Open-ended questions open-ended questions questions to be completed (free wording) fill in the blanks (free wording) mini-cases (with open-ended questions) Case solutions with open-ended questions x closed-ended questions x Traditional tests Essays Interviews Practical tests Checklist observations Simulated performance Technical reports Checklist observations Technical reports of of x X Problems Exercises (e.g. equations) structured x semi-structured unstructured process-related X product-related X process-related product-related
Validation If not, enclosing report comments or specific standards / documentation related to the descriptive profile / Unit yes NO
UNIT 5 To manage and to coordinate the personnel QUALIFICATION EQF LEVEL ECVET CREDIT POINTS MAITRE 4 15 LEARNING OUTCOMES IN TERMS OF COMPETENCE The subject is able to: 1. Prepare staff shifts 2. Coordinate restaurant service 3. Selected staff room 1. To prepare staff shifts the subject must know how to: distribute workloads assign specific tasks arrange shifts 2. To coordinate restaurant service the subject must know how to: define a schedule/planning of the activities to be performed by the personnel reschedule shifts in case of unforeseen absences determine the time needed to perform the activity schedule meetings and focus groups present the schedule of activities to personnel assign each employee the scheduled tasks clarify each employee s role to him/her on a daily basis, update employees regarding the activities to performed verify that employees perform the assigned activities according to planned methods and time frames assist employees if there are difficulties in responding to the customer s needs encourage communication within the work group
3. To selected staff room the subject must know how to: evaluate the workload of the wait staff monitor the qualitative and quantitative needs of personnel with respect to the scheduled and expected workload analyse, together with superiors, the CVs of all candidates present the company, its functions, its objectives and the company organisation chart verify if the chosen candidates meet the job prerequisites suggest the most suitable candidates for the job to their own supervisor in view of a final job interview for each vocational profile, present the tasks and the work areas specific to the job present the characteristics of the service offered in relation to the specific functions of each vocational profile COGNITIVE LEARNING OUTCOMES To show the theory of company organisation To show the teamwork techniques To show the distribution of work loads techniques To show the shifts procedures To show the team-building and leadership theories and techniques applied to a kitchen staff To show the group leadership theories and techniques applied to a kitchen staff To show the criteria for assigning tasks and distributing workloads To show the types of requirements for the vocational profiles of the food sector To show the techniques for promoting and developing competences among collaborators To show the tasks and responsibilities attributed to the various vocational profiles of the food sector SKILL LEARNING OUTCOMES To distribute the loads of work rationally To provide flexible shifts tailored to the restaurant s specific needs To encourage teamwork To monitor of the employees activities based on the schedule/planning of the activities To decide/choose the tasks to be assigned to each employee and the distribution of workloads To analyse the qualitative and quantitative competences needed by the establishment To check mastery of the competence
Mandatory / optional Optional indications To check that the prerequisites for the vocational profiles of the food sector are met To be able to: 1. Prepare staff shifts 2. Coordinate restaurant service 3. Selected staff room INTERPRETATION OF LEVEL The subject must demonstrate that he/she can: organise work shifts coordinate the wait staff select and manage the wait staff The indicators are: shifts organised based on the type of service to be performed coordination of the wait staff in keeping with the type of service to be performed application of correct techniques for selecting and managing personnel EVALUATION PROCEDURES Type of test Classification Written tests Closed-ended questions multiple choice questions to be completed (with the choice of a set of options) fill in the blanks (with the choice of a set of options) mini-cases (with multiple choice questions) matching questions Open-ended questions open-ended questions questions to be completed (free wording) fill in the blanks (free wording) mini-cases (with open-ended questions) Case solutions with open-ended questions x closed-ended questions x Traditional tests Essays Problems Exercises (e.g. equations) Oral tests Interviews structured x x semi-structured unstructured Practical tests Checklist of process-related X observations X product-related X Technical reports Simulated Checklist of process-related
performance observations product-related Technical reports Validation If not, enclosing report comments or specific standards / documentation related to the descriptive profile / Unit yes NO