Annexure 3_MC_THC_Q2903_v.1.0_Counter Sales Executive (Tourism and Hospitality).pdf

Model Curriculum QP Name: Counter Sales Executive (Tourism and Hospitality) QP Code: THC/Q2903 QP Version: 2.0 NSQF Level: 4 Model Curriculum Version: 1.0 Tourism & Hospitality Skill Council || 404/407, 4th floor, Mercantile House, K.G. Marg, Connaught Place New Delhi 110001 Table of Contents Training Parameters................................................................................................................................ 2 Program Overview.................................................................................................................................. 3 Training Outcomes.............................................................................................................................. 3 Compulsory Modules.......................................................................................................................... 3 Module 1: Introduction to Customer Service and Counter Sales Executive (Tourism and Hospitality)............................................................................................................................................................ 6 Module 2: Organize the Sales Counter for Daily Activities............................................................. 7 Module 3: Provide Assistance with Guest’s Order............................................................................. 8 Module 4: Carry-out the Activities to Process Guest’s Orders........................................................... 9 Module 5: Serve the Guests.............................................................................................................. 10 Module 6: Receive Customer Calls and Take Orders........................................................................ 11 Module 7: Handle Online Order and Communicate to Kitchen Staff............................................... 13 Module 8: Facilitate Standard Delivery of the Order........................................................................ 14 Module 9: Perform Administrative Work......................................................................................... 15 Module 10: Maintain Effective Communication and Service Standard............................................ 16 Module 11: Organizational Confidentiality and Guest’s Privacy...................................................... 17 Module 12: Basic Health and safety Standard.................................................................................. 18 Module 13: On-the-Job Training....................................................................................................... 19 Annexure............................................................................................................................................... 21 Trainer Requirements....................................................................................................................... 21 Assessor Requirements..................................................................................................................... 22 Assessment Strategy......................................................................................................................... 23 References............................................................................................................................................ 25 Glossary............................................................................................................................................. 25 Acronyms and Abbreviations............................................................................................................ 26 1 | Counter Sales Executive (Tourism and Hospitality) Training Parameters Sector Tourism & Hospitality Sub-Sector Restaurant Occupation Customer Service Country India NSQF Level 4 Aligned to NCO/ISCO/ISIC Code NCO-2015/5246 Minimum Educational Qualiﬁcation and 12th Class/I.T.I. (two years after class 10th) Experience OR 12th Class/I.T.I. (one year after class 10th with 1 year of experience in the customer service sector) Pre-Requisite License or Training NA Minimum Job Entry Age 18 Years Last Reviewed On 24/02/2022 Next Review Date 24/02/2025 NSQC Approval Date 24/02/2022 QP Version 2.0 Model Curriculum Creation Date 24/02/2022 Model Curriculum Valid Up to Date 24/02/2025 Model Curriculum Version 1.0 Minimum Duration of the Course 804 Hours, 0 Minutes Maximum Duration of the Course 804 Hours, 0 Minutes 2 | Counter Sales Executive (Tourism and Hospitality) Program Overview This section summarizes the end objectives of the program along with its duration. Training Outcomes At the end of the program, the learner will be able to: Perform the tasks to maintain cleanliness of the sales counter Perform the activities to set up the sales counter at the start of the day Explain how to manage the inventory and sales improvement activities Describe the procedure of processing the guest’s order Perform the activities to serve various food items and beverages to the guests Apply appropriate practices to receive customer calls and take orders for home delivery Role play on how to handle online orders and communicate to kitchen staff Prepare a sample kitchen order ticket (KOT) and bill for customer’s orders Apply appropriate procedures to facilitate appropriate delivery of the order Apply proper practices to maintain the cash flow Perform the tasks of preparing all the relevant reports Employ appropriate practices to communicate effectively with guests, colleagues, and superiors to achieve a smooth workflow Apply gender and age-sensitive service practices Describe the protocols related to confidentiality of the organizational information and guests’ privacy Apply health, hygiene, and safety practices at the workplace Compulsory Modules The table lists the modules, their duration and mode of delivery. NOS and Module Details Theory Practical On-the-Job Training On-the-Job Training Total Duration Duration Duration Duration Duration (Mandatory) (Recommended) Bridge Module 04:00 00:00 00:00 00:00 04:00 Module 1: Introduction to the Customer Service and Counter Sales 04:00 00:00 00:00 00:00 04:00 Executive (Tourism and Hospitality) THC/N2911 – Set up & Maintain Sales Counter and Serve Guests 44:00 60:00 26:00 00:00 130:00 NOS Version No. 2.0 NSQF Level 4 Module 2: Organize the Sales Counter for Daily 24:00 40:00 16:00 00:00 80:00 Activities 3 | Counter Sales Executive (Tourism and Hospitality) Module 3: Provide Assistance with Guest’s 20:00 20:00 10:00 00:00 50:00 Orders THC/N2908 – Process Guest’s Order 40:00 44:00 50:00 00:00 134:00 NOS Version No. 2.0 NSQF Level 4 Module 4: Carry out the Activities to process 24:00 32:00 30:00 00:00 86:00 Guest’s Orders Module 5: Serve the 16:00 12:00 20:00 00:00 48:00 Guests THC/N2901: Take 60:00 64:00 68:00 00:00 192:00 Customer’s Orders for Home Delivery NOS Version No. 2.0 NSQF Level 4 Module 6 Receive 24:00 20:00 24:00 00:00 68:00 Customer Calls and Take Orders Module 7: Handle Online 16:00 20:00 24:00 00:00 60:00 Order and Communicate to Kitchen Staff Module 8: Facilitate 20:00 24:00 20:00 00:00 64:00 Standard Delivery of the Order THC/N2909 – Manage Administrative Work 40:00 52:00 40:00 00:00 132:00 NOS Version No. 2.0 NSQF Level 4 Module 9: Perform 40:00 52:00 40:00 00:00 132:00 Administrative Work THC/N9901 – Communicate Effectively and Maintain Service Standards 32:00 40:00 32:00 00:00 104:00 NOS Version No. 2.0 NSQF Level 3 Module 10: Maintain Effective 32:00 40:00 32:00 00:00 104:00 Communication and Service Standard THC/N9903- Maintain Organizational 16:00 04:00 08:00 00:00 28:00 Confidentiality and Respect Guests’ Privacy 4 | Counter Sales Executive (Tourism and Hospitality) NOS Version No. 2.0 NSQF Level 3 Module 11: Organizational 16:00 04:00 08:00 00:00 28:00 Confidentiality and Guest Privacy THC/N9906 – Follow Health, Hygiene and Safety practices 24:00 40:00 16:00 00:00 80:00 NOS Version No. 2.0 NSQF Level 3 Module 12: Basic Health 24:00 40:00 16:00 00:00 80:00 and Safety Standards Total Duration 260:00 304:00 240:00 00:00 804:00 5 | Counter Sales Executive (Tourism and Hospitality) Module Details Module 1: Introduction to Customer Service and Counter Sales Executive (Tourism and Hospitality) Bridge Module Terminal Outcomes: Outline the overview of Skill India Mission Describe the scope of the Hospitality Industry Define the roles and responsibilities of a Counter Sales Executive (Tourism and Hospitality) Explain the scope of work for a Counter Sales Executive (Tourism and Hospitality) Duration: 04:00 Duration: 00:00 Theory – Key Learning Outcomes Practical – Key Learning Outcomes Discuss the objectives and benefits of NA the Skill India Mission Describe the Tourism and Hospitality Industry and its sub-sectors Elaborate the hierarchy of small, medium, and large Restaurants Discuss the roles and responsibilities of a Counter Sales Executive (Tourism and Hospitality) Describe the attributes required for a Counter Sales Executive (Tourism and Hospitality) Elaborate the scope for the Counter Sales Executive in the Tourism and Hospitality Industry Explain different types of Counter Sales Establishments Elaborate different types of menus served in Counter Sales Restaurants Classroom Aids Whiteboard, Marker, Duster, Projector, Laptop, PowerPoint Presentation Tools, Equipment and Other Requirements NA 6 | Counter Sales Executive (Tourism and Hospitality) Module 2: Organize the Sales Counter for Daily Activities Mapped to THC/N2911 v 2.0 Terminal Outcomes: Apply appropriate knowledge and skills of using different tools and equipment Explain the procedure to maintain cleanliness and hygiene of the workstation Describe effective inventory management procedures Duration: 24:00 Duration: 40:00 Theory – Key Learning Outcomes Practical – Key Learning Outcomes Explain the importance of organising the Employ appropriate practices to organise sales counter and maintaining its the sales counter cleanliness and hygiene Demonstrate how to arrange and Elaborate various tools, equipment, food operate various tools and equipment in items, and other supplies required at the the counter and workstation workstation Apply appropriate techniques to Explain the procedure to set up the sales maintain cleanliness and hygiene of the counter sales counter Describe effective ways to display food Demonstrate how to set up the sales and beverage items at sales counter counter Elaborate counter sales inventory Employ appropriate inspection management procedures procedures to check the displayed food Explain FSSAI and HACCP standard and beverages for cleanliness, freshness, protocols related to Food Production, Food visual appeal and proper labelling safety and quality standards Employ appropriate techniques to manage counter sales inventory Classroom Aids Training kit (Trainer guide, Presentations), White board, Marker, Projector, Laptop, Presentation, Participant Handbook and Related Standard Operating Procedures Tools, Equipment and Other Requirements Relevant tools and equipment, Various types of food and beverages, Other supplies, and materials 7 | Counter Sales Executive (Tourism and Hospitality) Module 3: Provide Assistance with Guest’s Order Mapped to THC/N2911 v 2.0 Terminal Outcomes: Explain the ways of greeting the guests Describe the activities to assist the guests while ordering the food and beverages Duration: 20:00 Duration: 20:00 Theory – Key Learning Outcomes Practical – Key Learning Outcomes Discuss the importance of communication Demonstrate professional etiquette etiquette and body language while while receiving and greeting the guests assisting guests with their orders Dramatize how to handle guest’s order Explain the procedure to handle guest’s Employ appropriate techniques to check order Describe the factors that affect the shelf- the quality of food life of foods available in the QSR and the precautionary measures to ensure food quality Discuss different types of sauces, accompaniments and tableware used in the restaurants Describe the process of handling online orders Classroom Aids Training kit (Trainer guide, Presentations), White board, Marker, Projector, Laptop, Presentation, Participant Handbook and Related Standard Operating Procedures Tools, Equipment and Other Requirements Cutlery, Tableware, Sauces, Accompaniments, Wrappers, Various cleaning chemicals and accessories, Some pre/semi - cooked food material 8 | Counter Sales Executive (Tourism and Hospitality) Module 4: Carry-out the Activities to Process Guest’s Orders Mapped to THC/N2908 v 2.0 Terminal Outcomes: Describe the activities to submit the Kitchen Order Ticket to the kitchen Perform the activities to prepare the pre-cooked/half-cooked food before serving the guests Duration: 24:00 Duration: 32:00 Theory – Key Learning Outcomes Practical – Key Learning Outcomes Describe the steps of generating the Kitchen Demonstrate how to generate Kitchen Order Ticket (KOT) manually and Order Ticket (KOT) both manually and electronically electronically Explain communication etiquette and other Dramatize how to converse with kitchen protocols to be followed while interacting with kitchen staff staff while submitting Kitchen Order Discuss the importance of communicating Ticket special requirements of the guests to the Demonstrate various baking methods kitchen staff Demonstrate how to prepare final food Elaborate the procedure to prepare final product from partially cooked food food product from partially cooked food items items Demonstrate how to garnish food Elaborate various techniques of portioning products before serving to the guests and garnishing variety of foods Describe the operation and maintenance procedures of various tools and equipment like microwave, oven, vending machine, etc. Elaborate the steps of live baking Classroom Aids Training kit (Trainer guide, Presentations), White board, Marker, Projector, Laptop, Presentation, Participant Handbook and Related Standard Operating Procedures Tools, Equipment and Other Requirements Freezer, Refrigerator, Pre-cooked, semi-cooked, half-cooked food items, Vending machine, Microwave, Oven, Kitchen Order Ticket 9 | Counter Sales Executive (Tourism and Hospitality) Module 5: Serve the Guests Mapped to THC/N2908 v 2.0 Terminal Outcomes: Explain how to serve the guests with food and beverages Describe the procedure of handling the home delivery orders Duration: 16:00 Duration: 12:00 Theory – Key Learning Outcomes Practical – Key Learning Outcomes Explain different temperatures required Role play how to serve food and for serving different varieties of food and beverages to the guests and pack food drinks and beverages, if required Discuss different types of condiments and Dramatize how to handle home delivery wrappings used in the restaurants orders Discuss the importance of following communication etiquette and other protocols to be followed during serving of food and beverages State the importance of disposing off expired food, beverages and wastes Classroom Aids Training kit (Trainer guide, Presentations), White board, Marker, Projector, Laptop, Presentation, Participant Handbook and Related Standard Operating Procedures Tools, Equipment and Other Requirements Cutlery, Tableware, Sauces, Accompaniments, Wrappers, Various cleaning chemicals and accessories, Some pre/semi - cooked food material 10 | Counter Sales Executive (Tourism and Hospitality) Module 6: Receive Customer Calls and Take Orders Mapped to THC/N2901 v 2.0 Terminal Outcomes: Role play on how to answer the phone calls and greet the customers Employ proper practices to establish customer’s food and beverage requirements Dramatize on how to assist the customers in selection of menu items to be ordered and inform them about any sale or promotional offers Describe effective ways to collect all relevant details, such as name, address, phone number, etc. from the customer Duration: 24:00 Duration: 20:00 Theory – Key Learning Outcomes Practical – Key Learning Outcomes Discuss the standard policy and work Role play on how to answer the phone instructions on receiving calls, sale calls and introduce self and promotion offers, regulations, standard organization to the customer procedures and code of conduct Dramatize a situation to inform the followed in the organization customers about available menu items, State the significance of being available special dishes available for the day and at the home-delivery counter at all any sale or promotional offers and times and answering the phone calls assist them in selection of menu items promptly to be ordered Elaborate the professional and Dramatize a situation on advising communication etiquette to be suitable alternatives to the customer followed for the demanded unavailable items, Outline the importance of establishing enquiring about any special customer’s food and beverage requirements and suggesting them on requirements quickly beverages complementing the ordered List the frequently asked questions by food items the customers regarding food delivery Show how to manually note the Discuss suggestive and up-selling customer’s order and enter the techniques for food items, new customer's order selections into the beverages and high selling products system Discuss the details of the various menu Role play a situation to inform the items and standard food and beverage customer about the total bill amount combinations and conﬁrm the mode of payment for State the significance of repeating and the placed order and provide them an conﬁrm orders with the customer for estimated delivery time accuracy before entering them into the Role play on how to handle customer Point-of-Sale System or order forms, as complaints related food and beverage applicable Discuss effective and professional ways to collect all relevant customer details, such as name, address, phone number, etc. Classroom Aids 11 | Counter Sales Executive (Tourism and Hospitality) Training kit (Trainer guide, Presentations), White board, Marker, Projector, Laptop, Participant Handbook and Related Standard Operating Procedures Tools, Equipment and Other Requirements Telephone, Sample menu for food and beverage, List customer complaints and quires related to food and beverage orders 12 | Counter Sales Executive (Tourism and Hospitality) Module 7: Handle Online Order and Communicate to Kitchen Staff Mapped to THC/N2901 v 2.0 Terminal Outcomes: Explain usage of third- party applications for online orders Show how to handle online ordering tool on the restaurant’s website for takeaway and delivery orders Describe the procedure to communicate order details including any speciﬁc requirement of the customer to the kitchen staff Prepare a sample manual and computerized Kitchen Order Ticket [KOT] for the received order from customers Duration: 16:00 Duration: 20:00 Theory – Key Learning Outcomes Practical – Key Learning Outcomes Describe usages of third- party Demonstrate how to monitor orders via applications for online food and third-party applications and accept or beverage orders decline the order as per availability of Explain the procedure to update the F&B items online menu, and adjust delivery and Show how to add order to the POS pickup timelines, set ordering hours, manually close dates, and delivery zones on the Demonstrate how to handle online restaurant's website ordering tool on the website for Describe the process of generating KOT takeaway and delivery orders through the computerized system and Prepare a sample manual as well as manually as per eatery’s standard computerized Kitchen Order Ticket procedure for received orders [KOT] for the received order from Explain the procedure to communicate customers order details including any speciﬁc Role play on how to submit Kitchen requirement of the customer to the Order Ticket [KOT] to the kitchen staff kitchen staff and pass on speciﬁc instructions to State the significance of coordinating them to customize the order as per with kitchen staff to expedite orders, customer’s requirement as well as ensuring that they are prepared timely confirm the preparation time of the order Classroom Aids Training kit (Trainer guide, Presentations), White board, Marker, Projector, Laptop, Participant Handbook and Related Standard Operating Procedures Tools, Equipment and Other Requirements Third party tools applications for online orders, Sample manual and computerized Kitchen Order Ticket [KOT] 13 | Counter Sales Executive (Tourism and Hospitality) Module 8: Facilitate Standard Delivery of the Order Mapped to THC/N2901 v 2.0 Terminal Outcomes: Role play on how to deal with the independent food delivery associate from third party applications Prepare a sample bill for order Apply proper process to update the computerized system when the food is out for delivery and track the status of the order till it is delivered Describe the usage of tools like calculators, telephonic equipment, electronic promotional materials, etc. for food and beverage services Duration: 20:00 Duration: 24:00 Theory – Key Learning Outcomes Practical – Key Learning Outcomes Discuss food hygiene, quality, and Role play on how to brief the packaging safety standards as per standard policy team about any special request from and FSSAI the customer related to the packaging Outline occupational health and safety Dramatize a situation on how to deal requirements as per HACCP with the independent food delivery Discuss the delivery time estimation associate from third party applications techniques based on preparation time and ensure order is handed over to the and distance of delivery location correct person State the significance of attaching the Role play on how to coordinate with copy of the bill with the delivery the food delivery associate regarding package collection of customer’s packages from Outline the importance of informing the packaging team, providing them the delivery associate about the mode customer delivery instructions or of payment and ensuring that he/she special requests and informing them carries the digital payment equipment about the mode of payment or change money Prepare a sample bill for food and Discuss the method to ensure proper beverage order packing of the food and beverage items Show how to update the computerized as per standards system when the food is out for State the significance of monitoring the delivery and track the status of the delivery orders to ensure quick and order till it is delivered timely delivery Role play a situation to inform the Elaborate the operating procedure of customer if there is any delay in the tools like calculators, telephonic delivery of the order equipment, electronic promotional Employ appropriate method to match materials, etc. for food and beverage total sales and cash received at the end services of the day Classroom Aids Training kit (Trainer guide, Presentations), White board, Marker, Projector, Laptop, Participant Handbook and Related Standard Operating Procedures Tools, Equipment and Other Requirements Third party applications, Sample order bill, Required tools like calculators, telephonic equipment, electronic promotional materials, etc. 14 | Counter Sales Executive (Tourism and Hospitality) Module 9: Perform Administrative Work Mapped to THC/N2909 v 2.0 Terminal Outcomes: Describe the activities to enhance the sales Explain the modes of payment and bill generation procedure Explain the methods to manage the cash Describe how to maintain the various relevant reports Duration: 40:00 Duration: 52:00 Theory – Key Learning Outcomes Practical – Key Learning Outcomes Explain the importance of proper display of Apply appropriate techniques to display food and beverages at the counter the food items at the counter Elaborate various sales concepts like Role play a situation to show the ways advertising, merchandising, sales promotion, of sale promotion to enhance food and public relation to be used to enhance sales beverages sale at the counter at the counter Demonstrate how to generate bills Discuss electronic and manual procedures of manually and electronically generating bills Demonstrate the procedure of digital Explain various modes of payment payment Outline the overview of cash management Employ appropriate practices to handle process cash, match daily transactions, and Discuss the components of a ledger account report the Supervisor regarding the Explain different kinds of reports to be same prepared and maintained by the Counter Apply appropriate practices of using Sales Executive standard formats to maintain electronic and manual cash ledger account Employ appropriate techniques to maintain all relevant documents using specific format Prepare a sample report to communicate customers’ complaints and compliments to the management Classroom Aids Training kit (Trainer guide, Presentations), White board, Marker, Projector, Laptop, Presentation, Participant Handbook and Related Standard Operating Procedures Tools, Equipment and Other Requirements Different sample reports, Bill book, Sample ledger record, Electronic card swiping machine, Billing Machine 15 | Counter Sales Executive (Tourism and Hospitality) Module 10: Maintain Effective Communication and Service Standard Mapped to THC/N9901 v 2.0 Terminal Outcomes: Explain professional protocols and etiquette of effective communication with customers, colleagues, and superiors Describe the ways to show sensitization towards different age groups, gender and persons with disabilities Duration: 32:00 Duration: 40:00 Theory – Key Learning Outcomes Practical – Key Learning Outcomes Discuss the importance of professionalism, Demonstrate the standard procedure to etiquette and ethical behaviour at the welcome and greet the guests workplace Dramatize appropriate communication Discuss the importance of effective skills and etiquette while interacting communication with guests, colleagues, and superiors Explain the importance of guest satisfaction Role play a situation on how to handle and guest feedback guest complaints effectively Outline the procedure of receiving feedback Role play appropriate behavioural and complaints constructively etiquette towards all ages, genders and Describe various ways to handle guest differently abled people as per complaints specification Discuss different ways to improve the guest experience Explain the importance of gender and age sensitivity Discuss gender and age-specific requirements of the guests Discuss the specific needs of People with Disabilities Discuss the importance of reporting Sexual harassment at workplace Discuss ways of escalating problems, reporting workplace issues, and receiving feedback from the superiors Classroom Aids Training kit (Trainer guide, Presentations), White board, Marker, Projector, Laptop, Presentation, Participant Handbook and Related Standard Operating Procedures Tools, Equipment and Other Requirements Sample of escalation matrix, Organisation structure 16 | Counter Sales Executive (Tourism and Hospitality) Module 11: Organizational Confidentiality and Guest’s Privacy Mapped to THC/N9903 v 2.0 Terminal Outcomes: Explain how to maintain the confidentiality of the organization Describe the protocols related to the privacy of customer information Duration: 16:00 Duration: 04:00 Theory – Key Learning Outcomes Practical – Key Learning Outcomes Explain the significance of maintaining Employ appropriate ways to use, store organizational confidentiality and guest and dispose of the organisational and privacy in the hospitality industry guest information Discuss the Intellectual Property issues and policies affecting the organization and guest privacy Explain the procedures to report the infringement of IPR to the concerned person Discuss the usage, storage and disposal procedures of confidential information as per specification Classroom Aids Training kit (Trainer guide, Presentations), White board, Marker, Projector, Laptop, Presentation, Participant Handbook and Related Standard Operating Procedures Tools, Equipment and Other Requirements Handouts of IPR guidelines and regulations 17 | Counter Sales Executive (Tourism and Hospitality) Module 12: Basic Health and safety Standard Mapped to THC/N9906 v 2.0 Terminal Outcomes: Employ appropriate health, hygiene, and safety practices at workplace Apply precautionary health measures Employ effective waste management practices Duration: 24:00 Duration: 40:00 Theory – Key Learning Outcomes Practical – Key Learning Outcomes Discuss the concept and importance of Demonstrate the procedure of routine personal and workplace hygiene cleaning and sanitization of tools, Discuss best practices to maintain personal equipment, and other articles hygiene Employ different ways to keep work Explain the ways to clean and sanitize the area clean, hygienic and hazard free workplace and related equipment Demonstrate how to use and dispose of Describe standard safety procedures to be relevant protective equipment as per followed while handling tools, material, and tasks and work conditions equipment Perform basic first-aid procedures Outline the purpose and usage of various Dramatize a situation on mock safety Personal Protective Equipment drills for emergency situations (PPE)required at the workplace Perform waste disposal procedures at Explain the importance of preventive health the workplace depending on the types check-up organized by the company of waste Describe the causes of risks and potential Role play a situation on reporting safety hazards in the workplace and ways to and security breaches to the supervisor prevent them Prepare a sample incident report List different safety warning signs and labels at workplace Discuss ways to identify hazards at the workplace List the components of the first-aid kit Explain the procedure to report accident and other health related issues as per SOP Classroom Aids Training kit (Trainer guide, Presentations), White board, Marker, Projector, Laptop, Presentation, Participant Handbook and Related Standard Operating Procedures Tools, Equipment and Other Requirements Personal Protection Equipment: Safety glasses, Head protection, Rubber gloves, Safety footwear, Warning signs and tapes, Fire extinguisher, First aid kit, Relevant Standard Operating Procedures and Sample reports 18 | Counter Sales Executive (Tourism and Hospitality) Module 13: On-the-Job Training Mapped to Counter Sales Executive (Tourism and Hospitality) Mandatory Duration: 240:00 Recommended Duration: 00:00 Location: On Site Terminal Outcomes Demonstrate how to organise the sales counter Perform counter cleaning activities to maintain the hygiene at the counter Demonstrate correct use of equipment Demonstrate the process of cleaning equipment Perform the activities to ensure proper labelling Demonstrate the standard procedure to welcome and greet the guests Dramatize on how to attending the guest’s as per the standard operating procedures Demonstrate the process to assist the guests with orders Perform basic baking procedures Demonstrate how to serve food and beverages to the guests Apply appropriate practices to store food items and beverages appropriately at correct temperature and place Perform the activities of handling home delivery and take-away orders Perform the activities to generate and submit the Kitchen Order Ticket (KTO) Demonstrate the expertise of generating the bill Role play on how to answer the phone calls, greet the customers and introduce self and organization to the customer Dramatize a situation to inform the customers about available menu items, special dishes available for the day and any sale or promotional offers and assist them in selection of menu items to be ordered Dramatize a situation on advising suitable alternatives to the customer for the demanded unavailable items, enquiring about any special requirements and suggesting them on beverages complementing the ordered food items Show how to manually note the customer’s order and enter the customer's order selections into the system Role play a situation to inform the customer about the total bill amount and conﬁrm the mode of payment for the placed order and provide them an estimated delivery time Role play on how to handle customer complaints related food and beverage Demonstrate how to monitor orders via third-party applications and accept or decline the order as per availability of F&B items Show how to add order to the POS manually Demonstrate how to handle online ordering tool on the website for takeaway and delivery orders Prepare a sample manual as well as computerized Kitchen Order Ticket [KOT] for the received order from customers Role play on how to submit Kitchen Order Ticket [KOT] to the kitchen staff and pass on speciﬁc instructions to them to customize the order as per customer’s requirement as well as confirm the preparation time of the order Role play on how to brief the packaging team about any special request from the customer related to the packaging Dramatize a situation on how to deal with the independent food delivery associate from third party applications and ensure order is handed over to the correct person 19 | Counter Sales Executive (Tourism and Hospitality) Role play on how to coordinate with the food delivery associate regarding collection of customer’s packages from the packaging team, providing them customer delivery instructions or special requests and informing them about the mode of payment Prepare a sample bill for food and beverage order Show how to update the computerized system when the food is out for delivery and track the status of the order till it is delivered Role play a situation to inform the customer if there is any delay in the delivery of the order Apply appropriate techniques to enhance the sales and achieve the target Perform the steps of cash management procedures Apply professional expertise to prepare a sample report to communicate the customer complaints/compliments to the Top Management Employ proper practices to prepare a day to day business transaction report Demonstrate positive body language when dealing with guests and colleagues Demonstrate how to interact with guests in person and on the phone Dramatize appropriate communication skills and etiquette while interacting with guests, colleagues, and superiors Role play on how to segregate and dispose of the waste as per the standards Demonstrate strong Communication skills and workplace etiquette to achieve a smooth workflow Demonstrate sensitization towards different age groups, gender, and persons with disabilities Demonstrate the process of maintaining confidentiality of the organizational information and guests’ privacy Perform the tasks of maintaining personal hygiene and grooming at workplace Role play on how to identify hazards at workplace and report to the supervisor Demonstrate strong Communication skills and workplace etiquette to achieve a smooth workflow Perform basic activities to apply gender and age-sensitive service practices Demonstrate the process of maintaining confidentiality of the organizational information and guests’ privacy Perform all the activities to maintain health, hygiene, and safety at the workplace 20 | Counter Sales Executive (Tourism and Hospitality) Annexure Trainer Requirements Trainer Prerequisites Minimum Specialization Relevant Industry Training Experience Remarks Educational Experience Qualification Years Specialization Years Specialization 12th Food and 5 Food and 1 Food and Class/I.T.I. Beverage Beverage Beverage OR Service/Hospitality Service/Hospitality Service/Hospitality Certificate/ Management/ Management/ Management/ Diploma/ Hotel Hotel Hotel Degree Management Management Management Trainer Certification Domain Certification Platform Certification “Counter Sales Executive (Tourism and Hospitality)”, “Trainer”, “MEP/Q2601, V1.0” with a scoring of “THC/Q2903, V2.0”, Minimum accepted score is 80% minimum 80% 21 | Counter Sales Executive (Tourism and Hospitality) Assessor Requirements Assessor Prerequisites Minimum Specialization Relevant Industry Training/Assessment Remarks Educational Experience Experience Qualification Years Specialization Years Specialization 12th Class/I.T.I. Food and 5 Food and 1 Food and OR Beverage Beverage Beverage Certificate/ Service/Hospitality Service/Hospitality Service/Hospitality Diploma/ Management/ Management/ Management/ Degree Hotel Hotel Hotel Management Management Management Assessor Certification Domain Certification Platform Certification “Counter Sales Executive (Tourism and “Assessor”, “MEP/Q2701, V1.0” with the scoring of Hospitality)”, “THC/Q2903, V2.0”, Minimum minimum 80% accepted score is 80% 22 | Counter Sales Executive (Tourism and Hospitality) Assessment Strategy This section includes the processes involved in identifying, gathering and interpreting information to evaluate the learner on the required competencies of the program. 1. Assessment System Overview: Batches assigned to the assessment agencies for conducting the assessment on SDSM/SIP or email Assessment agencies send the assessment confirmation to VTP/TC looping SSC Assessment agency deploys the ToA certified Assessor for executing the assessment SSC monitors the assessment process & records If the batch size is more than 30, then there should be 2 Assessors. 2. Testing Environment: Assessor must: Confirm that the centre is available at the same address as mentioned on SDMS or SIP Check the duration of the training. Check the Assessment Start and End time to be as 10 a.m. and 5 p.m. Check that the allotted time to the candidates to complete Theory & Practical Assessment is correct. Check the mode of assessment—Online (TAB/Computer) or Offline (OMR/PP). Confirm the number of TABs on the ground are correct to execute the Assessment smoothly. Check the availability of the Lab Equipment for the particular Job Role. 3. Assessment Quality Assurance levels / Framework: Question papers created by the Subject Matter Experts (SME) Question papers created by the SME should be verified by the other subject Matter Experts along with the approval required from THSC Questions are mapped with NOS and PC Question papers are prepared considering that level 1 to 3 is for the unskilled & semi- skilled individuals, and level 4 and above are for the skilled, supervisor & higher management Assessor must be ToA certified Assessment agency must follow the assessment guidelines to conduct the assessment 4. Types of evidence or evidence-gathering protocol: Time-stamped & geotagged reporting of the assessor from assessment location Centre photographs with signboards and scheme specific branding Biometric or manual attendance sheet (stamped by TP) of the trainees during the training period Time-stamped & geotagged assessment (Theory + Viva + Practical) photographs & videos 5. Method of verification or validation: Surprise visit to the assessment location Random audit of the batch 23 | Counter Sales Executive (Tourism and Hospitality) Random audit of any candidate 6. Method for assessment documentation, archiving, and access Hard copies of the documents are stored Soft copies of the documents & photographs of the assessment are uploaded / accessed from Cloud Storage and are stored in the Hard Drives 24 | Counter Sales Executive (Tourism and Hospitality) References Glossary Term Description Declarative Declarative knowledge refers to facts, concepts and principles that need to Knowledge be known and/or understood in order to accomplish a task or to solve a problem. Key Learning Key learning outcome is the statement of what a learner needs to know, Outcome understand and be able to do in order to achieve the terminal outcomes. A set of key learning outcomes will make up the training outcomes. Training outcome is specified in terms of knowledge, understanding (theory) and skills (practical application). OJT (M) On-the-job training (Mandatory); trainees are mandated to complete specified hours of training on site OJT (R) On-the-job training (Recommended); trainees are recommended the specified hours of training on site Procedural Procedural knowledge addresses how to do something, or how to perform a Knowledge task. It is the ability to work, or produce a tangible work output by applying cognitive, affective or psychomotor skills. Training Outcome Training outcome is a statement of what a learner will know, understand and be able to do upon the completion of the training. Terminal Outcome Terminal outcome is a statement of what a learner will know, understand and be able to do upon the completion of a module. A set of terminal outcomes help to achieve the training outcome. 25 | Counter Sales Executive- Tourism and Hospitality Acronyms and Abbreviations Term Description QP Qualification Pack NSQF National Skills Qualification Framework NSQC National Skills Qualification Committee NOS National Occupational Standards TVET Technical and Vocational Education and Training SOP Technical and Vocational Education and Training OH&S Occupational Health and Safety PPE Personal Protective Equipment HACCP Hazard Analysis and Critical Control Points FSSAI Food Safety and Standards Authority of India ISO International Standards Organization IPR Intellectual Property Rights WHO World Health Organization 26 | Counter Sales Executive- Tourism and Hospitality

Annexure 3_MC_THC_Q2903_v.1.0_Counter Sales Executive (Tourism and Hospitality).pdf

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