SF Food Skills Standards Barista 2017 · through product launches or brochures to ensure the latest...

SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR

BARISTA

Important Points to Note about this Document This document is intended purely to provide general information to enable individuals, employers and training providers to be informed about the skills for career, training and education purposes. SSG provides no warranty whatsoever about the contents of this document, and does not warrant that the courses of action mentioned in this document will secure employment, promotion, or monetary benefits.

Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1.

1

Occupation: Barista

Occupation Description:

The Barista takes responsibility for front-of-house operations, preparing a variety of

coffee-based beverages and teas according to organisation's unique recipes and

procedures, and serving the drinks along with pastries and cookies. Tasks also includes

recommending drinks to new customers, promoting new recipes, keeping the serving area

neat and clean, keep equipment and services fully operational by following operating

instructions, troubleshooting breakdowns, maintaining inventories by replenishing coffee

bean/ tea bag supplies, pastries and cookies for coffee bar.

To provide customers with a positive experience, the Barista should possess a friendly

disposition, good communication skills and be able to work in a team.

He/She is expected to work on a shift pattern to cover early mornings and late evenings,

and may also need to work some weekends and public holidays. He should have the

stamina to stay on his feet for long periods.


BARISTA


2

The skills expected of the Barista are summarised as below:

Skill Category

Skill

Analytical,

Conceptual and

Evaluative

1. Solve Problems and Make Decisions at Supervisory Level

Customer

Experience 2. Establish Relationships for Customer Confidence

Food and

Beverage Service

3. Maintain Food and Beverage Service Environment

4. Interact and Serve F&B Customers

5. Prepare and Serve Cold Beverages

6. Prepare and Serve Hot Beverages

7. Prepare for Beverage Service (Mise En Place)

8. Provide Specialty Coffee Service

Innovation 9. Manage Productivity Improvements

People and

Relationship

Management

10. Facilitate Effective Communication and Engagement at the

Workplace

11. Facilitate Effective Work Teams

Quality 12. Supervise Quality Procedures

Workplace Safety

and Health

13. Maintain Workplace Safety and Health Policies and

Procedures


BARISTA


3

Workplace Safety

and Hygiene

14. Follow Food and Beverage Safety and Hygiene Policies and

Procedures


BARISTA


4

Skill Code ES-ACE-302G-1

Skill Category Analytical, Conceptual

and Evaluative

Skill Sub-Category

(where applicable) N/A

Skill Solve Problems and Make Decisions at Supervisory Level

Skill Description

This skill describes the ability to acquire the skills to work with a team

of subordinates in practising problem-solving and decision-making. It

also includes anticipating and identifying potential problems, facilitating

team’s effort to resolve the problems, making appropriate decisions

and seeing implementation plans through.

Knowledge and

Analysis

It refers to gathering,

cognitive processing,

integration and

inspection of facts and

information required to

perform the work tasks

and activities.

The ability to understand:

• Types of information to be gathered and analysed to identify and

confirm a problem

• Characteristics of appropriate problem-solving tools and

techniques

• Idea generation techniques and their characteristics

• Types of value and impact to be evaluated for selection of ideas

• Techniques to manage team conflict in decision-making process

• Factors affecting the effectiveness of an implementation plan

• Advantages and disadvantages of the various methods for

gathering feedback from relevant sources

• Methods used to identify deficiency in the implemented solution

and implementation plan and their characteristics


BARISTA


5

Application and

Adaptation

It refers to the ability to


and activities required

of the occupation, and

the ability to react to

and manage the

changes at work.

The ability to:

• Identify symptoms that could lead to potential problems at the

workplace using appropriate tools and techniques

• Apply logical deduction to anticipate and detect problems at the

workplace based on symptoms and relevant information gathered

• Analyse relevant information surrounding the perceived problems

and identify the exact problem using elimination process,

objective reasoning or process questioning

• Analyse the root causes of the problems at the workplace using

appropriate problem-solving tools and techniques

• Develop an implementation plan that addresses the root causes

of the problems and consider the impact to self and team at the

workplace

• Evaluate the effectiveness of the implemented solution and

implementation plan by analysing feedback gathered from

relevant sources

Innovation and Value

Creation The ability to:

• Select a solution among the shortlisted ones collectively with

team members using appropriate evaluative techniques and

criteria

• Formulate and execute modifications to restore and/or enhance

effectiveness of implemented solution and implementation plan


generate purposive

ideas to improve work

performance and/or

enhance business

values that are aligned

to organisational goals.

Social Intelligence

and Ethics The ability to:

• Facilitate generation of solutions to solve problems by

encouraging creativity among team members It refers to the ability to

use affective factors in

leadership, relationship

and diversity

management guided by

professional codes of

ethics.


BARISTA


6

Learning to Learn The ability to:

• Review the effectiveness of modifications made and analyse

learning points and best practices that can be used for future

reference

It refers to the ability

to develop and

improve one’s self

within and outside of

one’s area of work.

Range of

Application

(where applicable)

It refers to the critical

circumstances and

contexts that the skill

may be

demonstrated.

N/A

Version Control

Version Date Changes Made Edited by

ES-ACE-302G-1 1-Sep-16 Initial Version WDA


BARISTA


7

Skill Code SVCF-CS-301C-1

Skill Category Customer Experience

Skill Sub-Category


Skill Establish Relationships for Customer Confidence

Skill Description

This skill describes the ability to build customer confidence in the

organisation and develop customer relationships that build customer

loyalty. It also includes handling service opportunities and escalated

service challenges.

Knowledge and

Analysis



integration and

inspection of facts

and information

required to perform

the work tasks and

activities.


• Methods to develop knowledge of organisation’s product or service

offerings

• Methods to establish customer rapport

• Types of follow up from customer interactions

• Types of service opportunities

• Types of escalated service challenges

• Methods to respond to service opportunities

• Methods to respond to escalated service challenges

Application and

Adaptation


to perform the work

tasks and activities

required of the

occupation, and the

ability to react to and

manage the changes

at work.

The ability to:

• Develop knowledge of organisation’s product or service offerings

and customer profile

• Respond to service opportunities to build customers’ confidence

in the organisation

• Follow up on customer interactions in accordance with the

organisation’s guidelines


BARISTA


8

Innovation and

Value Creation


to generate purposive


performance and/or

enhance business

values that are

aligned to

organisational goals.

The ability to:

• Build customer rapport with customers to increase customer

loyalty and confidence in the organisation

• Propose mutually acceptable solutions to escalated service

challenges in accordance with the organisation’s service recovery

procedures

Social Intelligence

and Ethics


to use affective

factors in leadership,

relationship and

diversity management

guided by


ethics.

N/A

Learning to Learn


to develop and

improve one’s self

within and outside of

one’s area of work.

The ability to:

• Stay abreast of the organisation’s product or service offerings

through product launches or brochures to ensure the latest

information is provided to customers


BARISTA


9

Range of

Application

(where applicable)


circumstances and


may be

demonstrated.

Customer rapport refers to the gaining of trust and confidence of

customers in the organisation’s product or service. Organisations may

wish to build rapport with customers to increase customer confidence

in their product or service.

Customer confidence refers to the trust which customers have in an

organisation’s product or service.

Escalated service challenges are unresolved service challenges

escalated by service professionals.

Version Control


SVCF-CS-301C-1 1-Sep-16 Initial Version WDA


BARISTA


10

Skill Code FSS-FBS-2002-1.1

Skill Category Food and Beverage

Service

Skill Sub-Category

(where applicable)

Standards and

Guidelines

Skill Maintain Food and Beverage Service Environments

Skill Description

This skill describes the ability to apply the knowledge and skills in

maintaining the food and beverage service environment. It also

includes cleaning, wiping and resetting tables, maintaining carpets

and floors, monitoring food service areas, and performing closing

duties.

Knowledge and

Analysis



integration and




and activities.


• Methods of clearing tableware and service items

• Safe and efficient methods of loading and carrying trays

• Procedures for resetting tables

• Procedures for checking and restocking serving stations

• Importance of maintaining clean and safe floors and carpets

and serving stations

• Importance of recycling and eco-friendly features

• Potential hazards and how to rectify them

• Procedures for closing duties

• Importance of turning off electrical equipment at closing

• Legislative requirements

Application and

Adaptation






and manage the

changes at work.

The ability to:

• Clear tableware and service items neatly and with minimal

noise

• Load, carry and place soiled tableware and service items in

collection area

• Reset tables

• Perform housekeeping and waste disposal

• Check and restock items at serving stations

• Handle and report potential hazards

• Shut off electrical equipment in accordance with

organisational procedures


BARISTA


11


Creation


generate purposive


performance and/or

enhance business



The ability to:

• Observe and identify non-compliance to organisational

procedures

• Suggest ways to maintain the standards of hygiene and

cleanliness in the service environment

• Share feedback on current workplace safety and security

processes with reference to organisational procedures and

legislative requirements

Social Intelligence

and Ethics




and diversity



ethics.

The ability to:

• Comply with legislative requirements

• Communicate with co-workers and/or supervisors to achieve

organisational objectives

• Demonstrate trust, respect and support towards co-workers

and/or supervisors in daily activities to achieve organisational

objectives

• Demonstrate integrity and ethical behaviour at the workplace

Learning to Learn


develop and improve

one’s self within and

outside of one’s area of

work.

The ability to:

• Accept feedback from co-workers and/or supervisors in a

considerate and constructive manner

• Engage in self-reflection to improve on quality of tasks

assigned

• Evaluate own strengths and weaknesses to improve skills

and knowledge

• Identify available opportunities to learn from co-workers

and/or supervisors

Range of Application

(where applicable)


circumstances and


may be demonstrated.

Food safety and health requirements must include:

• National Environment Agency (NEA) environmental Public

Health (Food Hygiene) Regulations

• Workplace Safety and Health Regulations under the WSH

Act

• Hazard Analysis and Critical Control Points management

system (HACCP)

• Relevant food regulations under the Agri-Food and Veterinary

Authority of Singapore (AVA) (e.g. Sale of Food Act)


BARISTA


12

• Liquor Control (Supply and Consumption) Act

Version Control


FSS-FBS-2002-1.1 4 August 2017 Initial Version SSG and SPRING

Singapore


BARISTA


13



Service

Skill Sub-Category

(where applicable) Service

Skill Interact and Serve F&B Customers

Skill Description

This skill describes the ability to apply the knowledge and skills in

interacting with and serving Food and Beverage (F&B) customers. It

also includes seating customers, taking orders, serving food and

beverage, presenting bills and assisting customers with departure.

Knowledge and

Analysis



integration and




and activities.


• Importance of personal grooming and hygiene

• Characteristics of positive attitude and good posture

• Body language and non-verbal cues

• Process for seating customers

• Sequences of taking food and beverage orders

• Sales techniques

• Food and beverage product knowledge and different dietary

requirements

• Importance of understanding bar terms, terms of common

mixed drinks and shorthand notations of drinks

• Methods of communicating orders with production or kitchen

staff

• Types, handling methods and table placements of tableware

required for different dishes and beverages

• Importance of checking orders for accuracy and quality

before delivering food to customers

• Methods of presenting food and beverages to customers

• Importance of performing service checks and table

maintenance

• Guidelines for handling customer’s feedback and/or

complaints, presenting bills and assisting with their departure

• Techniques for service recovery

• Guidelines for handling customer’s personal data


Application and

Adaptation

The ability to:

• Practise personal grooming and hygiene


BARISTA


14






and manage the

changes at work.

• Display positive attitude and good posture when interacting

with customers

• Welcome and seat customers

• Recommend menu items and take food and beverage orders

from customers in accordance with customer’s dietary

requirements and preferences

• Set cutlery, crockery and glassware on table

• Serve food and beverages

• Monitor customers’ needs during meals

• Handle customer’s feedback and/or complaints

• Present bills to customers and assist with their departure in

accordance with organisational procedures


Creation


generate purposive


performance and/or

enhance business



The ability to:

• Suggest ways to maintain service quality and improve

customers satisfaction

• Share feedback on current service processes with reference

to organisational procedures and customers’ feedback

• Recommend ways to create a memorable dining experience

for customers

Social Intelligence

and Ethics




and diversity



ethics.

The ability to:


• Build rapport with customers and co-workers





objectives


Learning to Learn


develop and improve



work.

The ability to:




assigned


and knowledge


BARISTA


15


and/or supervisors


(where applicable)


circumstances and




• National Environment Agency (NEA) Environmental Public



Act


system (HACCP)



• Liquor Control (Supply and Consumption) Act

Version Control


FSS-FBS-2001-1.1 4-Aug-17 Initial Version SSG and SPRING

Singapore


BARISTA


16



Service

Skill Sub-Category

(where applicable) Beverage

Skill Prepare and Serve Cold Beverages

Skill Description

This skill describes the ability to prepare and serve cold beverages. It

also includes juices, smoothies, carbonated and non-carbonated

drinks and other non-alcoholic beverages.

Knowledge and

Analysis



integration and




and activities.


• Types of beverage service ware used for different beverages

• Purpose of chilling glassware

• Ways to check for damage and cleanliness of service ware,

and recording service ware taken out of service

• Types and uses of tools and equipment for preparing non-

alcoholic beverages

• Types, characteristics, functions and quality indicators of

beverage ingredients

• Recipes and method of preparing cold beverages

• Importance of matching rimming ingredients to beverages

• Types of garnishes, their shapes and cuts

• Impact of different liquids on flavour and consistency

• Importance of reconstitution ratios when preparing beverage

mixes

• Importance of labelling and dating containers

• Quality characteristics for garnishes and reconstituted

beverages


Application and

Adaptation






The ability to:

• Select, check and store beverage service ware

• Prepare glassware and beverage equipment

• Prepare, store and assemble garnishes

• Prepare cold beverages

• Hold and store mixed beverages

• Reinstate work station in accordance with organisational

procedures and recipes, food and Workplace Safety and

Health requirements


BARISTA


17

and manage the

changes at work.


Creation


generate purposive


performance and/or

enhance business



The ability to:

• Suggest ways to maintain quality of beverage ingredients

• Share feedback on current production processes with

reference to organisational procedures

Social Intelligence

and Ethics




and diversity



ethics.

The ability to:







objectives


Learning to Learn


develop and improve



work.

The ability to:




assigned


and knowledge


and/or supervisors


(where applicable)


circumstances and







Act


system (HACCP)


BARISTA


18



Version Control



Singapore


BARISTA


19



Service

Skill Sub-Category


Skill Provide Specialty Coffee Service

Skill Description

This skill describes the ability to provide specialty coffee service. It

also includes preparing and serving espressos, cappuccinos and

lattes.

Knowledge and

Analysis



integration and




and activities.


• Origins and characteristics of coffee beans from different

regions

• Methods for processing coffee beans

• Types and uses of tools and equipment for different coffee-

making processes

• Maintenance of coffee-making equipment


ingredients used to brew specialty coffees

• Grinding methods for different coffee-makers

• Recipes and methods for preparing different types of

specialty coffees

• Importance of pre-heating carafes and/or flasks and filtering

• Importance of coffee-to-water ratio

• Importance of not re-boiling or reheating brewed coffee

• Importance of not reusing coffee grounds

• Importance of serving espressos immediately

• Techniques of steaming milk

• Methods of storing coffee

• Types of traditional glassware for serving specialty coffees

• Quality characteristics of specialty coffees

• Sales techniques


Application and

Adaptation



The ability to:

• Recommend coffee products to customers

• Set up equipment for brewing specialty coffees

• Grind coffee beans to desired degrees of fineness


BARISTA


20




and manage the

changes at work.

• Prepare and steam milk

• Prepare specialty coffees

• Serve brewed specialty coffees in appropriate glassware

• Reinstate work stations

• Maintain coffee machines, in accordance with organisational

procedures and recipes, food and Workplace Safety and

Health requirements


Creation


generate purposive


performance and/or

enhance business



The ability to:




Social Intelligence

and Ethics




and diversity



ethics.

The ability to:







objectives


Learning to Learn


develop and improve



work.

The ability to:




assigned


and knowledge


and/or supervisors

• Keep up-to-date on industry trends in the food and beverage

sector


BARISTA


21


(where applicable)


circumstances and







Act


system (HACCP)



Version Control



Singapore


BARISTA


22



Service

Skill Sub-Category


Skill Prepare and Serve Hot Beverages

Skill Description

This skill describes the ability to prepare and serve hot beverages. It

also includes identifying types of hot beverages, and assembling tools,

equipment and ingredients used in the preparation and serving of hot

beverages.

Knowledge and

Analysis



integration and




and activities.


• Types of common hot beverages

• Types and uses of tools and equipment for preparing different

hot beverages


beverage ingredients

• Recipes and methods of preparing different hot beverages

• Types of crockery for serving hot beverages

• Importance of using heat resistance glassware for hot

beverages

• Importance of using correct proportions of ingredients

• Importance of not re-boiling or reheating brewed coffee

• Importance of not reusing coffee grounds and tea leaves

• Importance of appropriate temperature and time when

preparing and holding hot beverages

• Quality characteristics of hot beverages


Application and

Adaptation






and manage the

changes at work.

The ability to:

• Assemble tools and equipment for hot beverage preparation

• Assemble ingredients for hot beverage preparation

• Prepare hot beverages

• Serve hot beverages in correct serving ware

• Reinstate work stations

• Reinstate tables after customers leave, in accordance with

organisational procedures and recipes, food and Workplace

Safety and Health requirements


BARISTA


23


Creation


generate purposive


performance and/or

enhance business



The ability to:




Social Intelligence

and Ethics




and diversity



ethics.

The ability to:







objectives


Learning to Learn


develop and improve



work.

The ability to:




assigned


and knowledge


and/or supervisors

• Keep up-to-date on industry trends in the food and beverage

sector


(where applicable)


circumstances and







Act


system (HACCP)


BARISTA


24

Version Control





Singapore


BARISTA


25



Service

Skill Sub-Category

(where applicable) Service Preparation

Skill Prepare for Beverage Service (Mise En Place)

Skill Description This skill describes the ability to check bar areas, and set up work

stations for beverage service.

Knowledge and

Analysis



integration and




and activities.


• Types and uses of beverage tools and equipment

• Importance of attending staff briefings to obtain updated

operations-related business information

• Importance, and ways, of raising discrepancies in beverage

items and supplies

• Importance of checking overall cleanliness of work stations

• Importance of maintaining inventory control on beverage

items

• Methods of using internal requisition systems

• Importance of checking and preparing beverage items for

service

• Approaches to display beverage merchandise and

condiments

• Types and uses of cleaning products to maintain cleanliness

and neatness during service

• Importance of setting up work station environment in time for

service operations

Application and

Adaptation






and manage the

changes at work.

The ability to:

• Clean work station areas, tools and equipment

• Check expiry dates of stock, and condition and functionality

of bar items and equipment

• Identify and report discrepancies and damaged items to

supervisors

• Replenish and replace bar items


BARISTA


26

• Prepare garnishes for beverage service, in accordance with

organisational procedures and recipes, food and Workplace

Safety and Health requirements


Creation


generate purposive


performance and/or

enhance business



The ability to:

• Suggest ways to maintain the standard of hygiene and

cleanliness in the work station areas

• Share feedback on current workplace safety and security

processes, with reference to organisational procedures and

legislative requirements

• Recommend ways to improve work efficiency

Social Intelligence

and Ethics




and diversity



ethics.

The ability to:






objectives


Learning to Learn


develop and improve



work.

The ability to:




assigned


and knowledge


and/or supervisors


(where applicable)


circumstances and





Act


BARISTA


27




system (HACCP)



Version Control



Singapore


BARISTA


28

Skill Code FSS-INO-4003-1.1

Skill Category Innovation

Skill Sub-Category


Skill Manage Productivity Improvements

Skill Description

This skill describes the ability to identify opportunities for productivity

measurement and improvement at workplace. It also includes

selecting and implementing relevant techniques and tools for

productivity improvement and managing productivity at the workplace.

Knowledge and

Analysis



integration and




and activities.


• Concept and definition of productivity

• Factors affecting productivity

• Productivity measurements and their uses in the organisation

• Barriers to productivity improvement

• Methods of describing and establishing productivity

improvements

• Methods of overcoming barriers to productivity improvement

• Components and methods to collect and analyse productivity

performance data

• Methods of implementing tools and techniques for

productivity improvement

• Advantages and disadvantages of different tools and

techniques for productivity improvement

• Roles of management in improving productivity

Application and

Adaptation






and manage the

changes at work.

The ability to:

• Define the concept of productivity in the organisation’s

context

• Identify opportunities to improve and measure productivity

• Develop business cases and proposals for new opportunities

• Identify barriers to productivity and ways to overcome them

• Establish systems to measure productivity

• Recognise impact of qualitative factors on productivity

measurement

• Evaluate tools and techniques for productivity improvement

• Implement productivity improvement processes and cost

reduction strategies


BARISTA


29

• Monitor and analyse productivity performance data using

analysis tools

• Report and recommend productivity improvements for

endorsement in accordance with organisational procedures

and recipes, food and Workplace Safety and Health

requirements


Creation


generate purposive


performance and/or

enhance business



The ability to:

• Analyse potential key areas (technical and/or business

related) for process improvement and/or value creation to the

organisation and suggest ways to adapt existing techniques

drawing from personal experiences and feedback

• Generate ideas to create new products

Social Intelligence

and Ethics




and diversity



ethics.

The ability to:

• Aligning organisational compliance procedures and policies

with food handling legislative requirements to meet quality

standards

• Generate ideas to build and develop relationships with new

and/or existing customers and internal and external

stakeholders

• Act as a role model and inspire team by showing trust,

respect and support towards co-workers and/or supervisor in

daily activities to achieve organisational objectives

• Deal with ethical and/or professional issues and make

judgement in accordance to organisation's current practice

and/or guidelines

Learning to Learn


develop and improve



work.

The ability to:

• Apply cognitive skills and/ or past experience to generate

technical or business solutions in unfamiliar areas

• Coach others to overcome constraints at work

• Constantly update learning in relevant work area to adapt to

changing environment

• Attempt to apply learnings from other areas of work

• Be a brand ambassador and “live” the brand


BARISTA


30

• Provide recommendations on changes to brand standards to

align with the evolving needs of the business and external

environment

• Ensure that there are standard procedures in place and

consistency in work output is maintained


(where applicable)


circumstances and







Act


system (HACCP)



Version Control


FSS-INO-4003-1.1 4 August 2017 Initial Version SSG and SPRING

Singapore


BARISTA


31

Skill Code ES-IP-301G-1

Skill Category People and Relationship

Management

Skill Sub-Category


Skill Facilitate Effective Communication and Engagement at the Workplace

Skill Description

This skill describes the ability to promote the use of effective communication

within a team. It also includes using conflict resolution and negotiation

strategies as well as building rapport with colleagues, stakeholders and

customers.

Knowledge and

Analysis



integration and




and activities.


• Barriers to effective communication

• Methods to coach staff in using effective communication techniques

• Organisational and professional standards relating to communication

• Ways that various types of diversity issues affect one’s communication

and negotiation with others in the workplace

• Ways to validate information and history of conflict

• Possible causes, sources and benefits of conflict

• Sources of additional information, expert advice and mediation to assist

in conflict issues and assessment of a conflict situation

• Conflict resolution approaches and their characteristics

• Appropriate communication techniques for conflict resolution and

negotiation and their characteristics

• Negotiation styles and their characteristics

• Ways to confirm resolution of conflict and types of agreed follow-up

action

Application and

Adaptation






and manage the

changes at work.

The ability to:

• Maintain channels of communication to update staff on latest and

relevant work-related information according to organisational

communication policies and procedures

• Promote effective communication among staff taking into account

diversity issues

• Assess conflict situation and develop appropriate conflict resolution

strategies to negotiate issues towards a mutually acceptable outcome


BARISTA


32


Creation The ability to:

• Seek opportunities for growth and innovation and new ways of thinking

as well as additional management options It refers to the ability to

generate purposive


performance and/or

enhance business



Social Intelligence

and Ethics The ability to:

• Communicate organisational communication policies and procedures to

staff and monitor their compliance

• Use appropriate communication techniques and tools to suit different

communication styles of people in formal and informal settings




and diversity



ethics.

Learning to Learn The ability to:

• Resolve conflict using appropriate conflict resolution strategies,

approaches and techniques


develop and improve



work.

Range of Application N/A

(where applicable)


circumstances and




BARISTA


33

Version Control


ES-IP-301G-1 1-Sep-16 Initial Version WDA


BARISTA


34

Skill Code ES-IP-302G-1

Skill Category People and Relationship

Management

Skill Sub-Category


Skill Facilitate Effective Work Teams

Skill Description

This skill describes the ability to facilitate work team activities and improve a

team’s performance by promoting ownership and commitment amongst

team members. It also includes working on goals and targets set,

maintaining positive relationships and providing support and opportunities

for individual and team contributions.

Knowledge and

Analysis



integration and




and activities.


• Rationale for communicating thoughts and feelings to justify a

position and responsibilities assigned to team members

• Importance of the different roles in a team for achieving team goals

and objectives

• Principles for setting goals and targets for individual and team

• Characteristics of diversity and its impact on the relationship among

team members

• Importance of creating opportunities for team members to contribute

ideas and skills

• Differences between constructive and destructive criticism

• Communication techniques to facilitate a discussion

Application and

Adaptation






and manage the

changes at work.

The ability to:

• Provide resources, assistance and support needed by team

members to complete projects or work activities

• Analyse project control reports and performance assessment results

to ascertain team performance and provide feedback and criticism to

team members using appropriate communication techniques

• Involve team members in the planning of work activities to promote

ownership and commitment to work plan

• Delegate duties and responsibilities taking into consideration the

competencies of individual team members


BARISTA


35


Creation


generate purposive


performance and/or

enhance business



The ability to:

• Provide opportunities for team members to contribute ideas and

skills and maintain positive relationships amongst them

Social Intelligence

and Ethics




and diversity



ethics.

The ability to:

• Provide and clarify with team members on work-related information

using appropriate communication techniques

• Communicate thoughts and feelings to justify a position and

responsibilities assigned to team members and persuade and

influence them

• Communicate to team members the importance and

interdependence of each role and promote the benefits of diversity

within the team

• Communicate and agree on individual and team goals and targets to

be achieved

• Communicate team performance and related issues of concern to

management and provide recommendations to address them

Learning to Learn


develop and improve



work.

The ability to:

• Respond to criticism to provide possible resolutions and seek

improvement


(where applicable)


circumstances and



N/A


BARISTA


36

Version Control


ES-IP-302G-1 1-Sep-16 Initial Version WDA


BARISTA


37

Skill Code FSS-QUA-3004-1.1

Skill Category Quality

Skill Sub-Category

(where applicable)

Quality Management

System

Skill Supervise Quality Procedures

Skill Description

This skill describes the ability to apply, maintain and supervise internal

quality systems and external suppliers at the workplace. It also

includes reviewing procedures to provide solutions for quality

improvement, identifying and selecting quality suppliers and

developing and maintaining quality control record systems.

Knowledge and

Analysis



integration and




and activities.


• Quality standards, regulations, and customer requirements as

references for assessing sources of quality assurance

information and advice

• Applications of quality concepts to problem-solving and

quality data collection and analysis

• Organisation's products and processes for quality system

improvements

• Practical quality procedures and/or processes

• Systems within the workplace for applying quality outcomes

• Processes required for quality and continuous improvement

• Procedures to record and report quality non-conformities and

issues

• Customer specifications for quality conditions and indicators

• Quality standards, regulations and customer requirements

• Need and means of selection of suppliers

• Quality goals and specifications Quality system

documentation requirements and record keeping systems

Application and

Adaptation






The ability to:

• Monitor quality of materials and equipment received from

suppliers is closely to ensure organisational quality standards

are met

• Evaluate and select quality systems of identified suppliers

• Identify, classify and store records required for reference and

quality audits according to organisational guidelines


BARISTA


38

and manage the

changes at work.

• Maintain records for the required period and archive

according to organisational procedures and legislative

requirements

• Audit records against predetermined criteria in accordance

with organisational procedures and quality programmes,in

accordance with organisational procedures


Creation


generate purposive


performance and/or

enhance business



The ability to:

• Record and analyse statistical data on production runs

• Record and analyse statistical data on defects

• Recognise and compare historical data, future equipment

use, production requirements and standard operating

procedures to be job ready

Social Intelligence

and Ethics




and diversity



ethics.

The ability to:

• Document and communicate quality of materials to selected

suppliers

• Discuss and document complaints procedures

• Note any discrepancies found and report in accordance with


Learning to Learn


develop and improve



work.

The ability to:

• Review quality procedures systematically to identify

opportunity for improvement


BARISTA


39

Version Control


(where applicable)


circumstances and







Act


system (HACCP)



• International Quality Standards


FSS-QUA-3004-1.1 4 August 2017 Initial Version SSG and SPRING

Singapore


BARISTA


40

Skill Code ES-JS-301G-1

Skill Category Workplace Safety

and Health

Skill Sub-Category


Skill Maintain Workplace Safety and Health Policies and Procedures

Skill Description

This skill describes the ability to administer a Workplace Safety and

Health (WSH) system at the supervisory level. It also includes

educating workers on WSH policies and procedures and implementing

WSH programmes and risk control measures.

Knowledge and

Analysis



integration and




and activities.


• The responsibilities of the workers and supervisors under the

Workplace Safety and Health Act

• The roles and responsibilities of the Workplace Safety and

Health Committee as stipulated under the Workplace Safety

and Health (Safety Committee) Regulations

• Workplace Safety and Health Act and its subsidiary

legislation

• Effective communication channels in the workplace

• Organisation business continuity plans

• Preferred ways to implement risk control measures

• Industry best practices in risk control measures

Application and

Adaptation






and manage the

changes at work.

The ability to:

• Interpret relevant Workplace Safety and Health policies,

procedures, programmes and related information in

accordance with the Workplace Safety and Health Act and its

subsidiary legislation

• Explain and provide the work group promptly with accessible

information on the organisation’s safety and health policies,

procedures and programmes and types of emergencies in the

workplace

• Explain and provide the work group information on the

provision and proper use of personal protective equipment

and safety devices on the machinery and equipment in the

workplace


BARISTA


41

• Explain and provide the work group promptly with accessible

information about identified hazards, outcomes of risk

assessment and dealing with emergencies in the workplace

• Execute the organisational emergency response and

evacuation exercises, supervise and maintain order in the

event of emergency at the workplace in accordance with the

guidelines provided by the relevant regulatory requirements

• Monitor and document changes in workplace practices,

procedures, safety and health management programmes,

issues resolution and communicate with person(s) who may

be at risk in accordance with the guidelines provided by the

Workplace Safety and Health Act

• Identify and report hazards in the workplace and implement

work procedures for risk assessment, risk control and

emergency situation management in accordance with


• Participate in the investigation of emergency situations to

identify their causes and maintain WSH management records

in accordance with organisational procedures

• Monitor compliance to work procedures for risk assessment,

risk control and emergency preparedness by the work group

• Assess the effectiveness in existing risk control measures

and adequacy of resource allocation for implementation of

risk control measures according to the hierarchy of control

• Report findings to designated personnel and use collective

information from WSH records to identify hazards and

monitor risk control procedures in accordance with


• Reassess changes in workplace practices or procedures to

determine the mitigated risk level and document workplace

risk control measures issues resolution in accordance with

the guidelines provided by Workplace Safety and Health Act


Creation


generate purposive


performance and/or

enhance business



The ability to:

• Resolve matters raised through consultation promptly or refer

to the appropriate personnel for resolution, according to

workplace procedures and make known the outcomes of

consultation over WSH issues to workers promptly and

accurately

• Implement control measures to prevent recurrence and

minimise risks of emergency situations based on the

hierarchy of control in accordance with organisational

procedures


BARISTA


42

Social Intelligence

and Ethics




and diversity



ethics.

The ability to:

• Implement and monitor procedures for WSH participation and

consultation effectively to ensure workers have the

opportunity to contribute

Learning to Learn


develop and improve



work.

N/A


(where applicable)


circumstances and



Explain the responsibilities of a general worker, which are:

• Working in compliance with the WSH Act

• Observing safe work procedures

• Reporting unsafe working conditions and work practices

• Reporting work-related incidents and/or accidents

Explain the responsibilities of a Workplace Safety and Health

committee, which are:

• Acting as an advisory body

• Identifying hazards and obtaining information about them

• Recommending corrective actions and monitoring results of

implemented solutions

• Conducting accident investigations and workplace

inspections

• Making recommendations to the management regarding

actions required to resolve safety and health concerns

Explain the responsibilities of a supervisory personnel, which are:

• Ensuring that worker uses suitable and adequate personal

protective equipment, and handles appropriate and non-faulty

tools and/or equipment

• Advising workers of potential and actual hazards and control

measures


BARISTA


43

• Taking every reasonable precaution in the circumstances for

the protection of workers.

• Implementing and monitoring safe work conditions

• Implementing safe work practices and monitoring for

compliance

Interpret and explain the following Workplace Safety and Health

policies, such as:

• Relevant provisions of the Workplace Safety and Health Act

and its subsidiary legislation

• Participation and consultation

• Relevant Codes of Practice (CP) and Singapore Standards

(SS)

Interpret and explain the following Workplace Safety and Health

procedures, such as:

• Work safety manuals

• Safe work procedures for risk control and dealing with

emergencies

Interpret and explain Workplace Safety and Health programmes and

related information, such as:

• Programmes that promote safety and health

• Counseling and/or disciplinary processes

• Workplace Safety and Health training and assessment

• Workplace Safety and Health monitoring and inspections

• Workplace Safety and Health record keeping

Interpret policies and procedures that can happen in the following

contexts:

• Induction of new workers

• Consultation with Workplace Safety and Health personnel,

and Workplace Safety and Health Committees

• Communicating to workers on hazards in the workplace as

part of providing direct supervision to inexperienced workers

• Facilitating or conducting incident and/or accident

investigation

Explain to work group information about identified hazards, such as:

• Common workplace hazards (where applicable to the nature

of business):

o Electrical


BARISTA


44

o Mechanical

o Chemical

o Biological

o Infectious disease outbreak (Avian flu, seasonal flu, etc)

o Fire and explosion

o Environment (econfined space, lack of ventilation, etc)

o Faulty equipment

o Faulty machinery and equipment safety devices

o Working with sharp objects

o Working at heights

• Poor housekeeping:

o Untidy workstations

o Improper storage

• Ergonomic issues:

o Improper or awkward working postures

o Improper lifting and carrying of things

o Ergonomic stresses from repetitive work

Explain information about outcomes of risk assessment to work

groups, such as:

• Risk levels

• Appropriate control measures, in accordance to hierarchy of

control

• Control measures incorporated in safe work procedures

Provide information on the organisation’s safety and health policies,

procedures and programmes, hazards and outcomes of risk

assessment in the following forms:

• Safety handbook

• Staff handbook

• Intranet

• Relevant websites

• Publications, journals, bulletins, and/or newsletters

Leverage on communication channels, such as:

• Training

• Briefings

• Discussions

• Demonstrations

• Team meetings

• Announcements

• Written communications like newsletters, notice boards,

website, etc.,


BARISTA


45

Implement and monitor participation and consultations that are

specific to the workplace, such as:

• Formal and informal meetings, which include Workplace

Safety and Health

• Workplace Safety and Health Committees

• Workplace Safety and Health personnel

• Suggestions, requests, reports and concerns put forward by

employees to management

• Workplace Safety and Health inspections

• Audits

• Risk assessment and control

• Emergency and evacuation exercises

Identify workplace hazards and manage risk assessment activities,

such as:

• Audits

• Workplace inspections

• Housekeeping

• Checking work area and/or equipment before and during

work

• Job and work system assessments

• Reviews of Workplace Safety and Health records, including

registers of hazardous substances, dangerous goods, results

of environmental and health surveillance, sickness absence,

etc.

• Maintenance of plant and equipment

• Purchasing of supplies and equipment, review of Safety Data

Sheets (formerly known as Material Safety Data Sheets) and

manufacturer/supplier information

• Identifying employee concerns

Implement risk control actions, such as:

• Measures to remove risk at source

• Application of the hierarchy of control

o Elimination of the risk

o Engineering controls

o Administrative controls

o Personal protective equipment

• Consultation with workers and their representatives

Identify the role of designated personnel in WSH management:


BARISTA


46

• Supervisors

• Managers

• Workplace Safety and Health personnel

• Other persons authorised or nominated by the organisation or

industry to:

o Perform specified work

o Approve specified work

o Inspect specified work

o Direct specified work

Implement work procedures for dealing with emergency situations,

such as:

• Fire or explosions

• Collapse of structures or equipment

• Hazardous chemical leaks or spills

• Biological hazards

• Infectious disease outbreaks

• Injuries

• Fatality

• Unconscious persons

Identify and implement Workplace Safety and Health training, such

as:

• Induction training

• Specific hazard training

• Specific task or equipment training

• Emergency and evacuation training

• Training as part of broader programs, for example, equipment

operation

Maintain workplace safety and health records, such as:

• Audits and inspection reports

• Health surveillance and workplace environmental monitoring

records

• Records of instruction and training

• Manufacturers’ and suppliers’ information, including Safety

Data Sheets (formerly known as Material Safety Data Sheets)

and dangerous goods storage lists

• Hazardous substances registers

• Maintenance and testing reports

• Workers’ compensation and rehabilitation records

• First aid and/or medical treatment records


BARISTA


47

Assess the compliance to work procedures, which include:

• Safe work procedures

• Standard operating procedures for emergency situations

Determine the effectiveness of the control measures, which include:

• Identifying new hazards introduced following implementation

of control measures

• Reassessing process and/or activities to determine the

mitigated risk level

• Assessing risk management procedures for any deficiencies

• Reviewing the risk assessment prior to any substantial

change in processes and/or systems or following an incident

Version Control


ES-JS-301G-1 4 August 2017 Initial Version SSG


BARISTA


48

Skill Code FSS-WSH-2002-1.1

Skill Category Workplace Safety

and Hygiene

Skill Sub-Category

(where applicable)

Quality and Hygiene

standards

Skill Follow Food and Beverage Safety and Hygiene Policies and

Procedures

Skill Description

This skill describes the ability to follow food and beverage safety and

hygiene policies and procedures. It also includes practising good

personal hygiene, using safe ingredients, handling food safely, storing

food safely and maintaining the cleanliness and upkeep of utensils,

equipment and service or storage areas.

Knowledge and

Analysis



integration and




and activities.


• Regulations and standards on food and beverage hygiene

• Importance of good personal hygiene practices

• Impact of good personal hygiene on prevention of foodborne

illnesses

• Hand-washing procedures

• Importance of working only when in good health

• Importance of using ingredients from approved sources

• Impact of safe defrosting to prevent contamination

• Importance of preventing cross-contamination

• Common preventive measures for cross-contamination

• Considerations for handling high-risk foods

• Considerations for handling ready-to-eat foods

• Importance of maintaining food hygiene during food

transportation

• Importance of separating and labelling meat grinders used for

processing different types of meat and poultry

• Effects of temperature on germ growths in food

• Importance of holding and storing food at proper

temperatures

• Importance of maintaining proper storage conditions

• Importance of labelling ingredients (unused and partially

used), food (partially cooked and cooked) and equipment

• Importance of ensuring that food products and items used in

food preparation and service are stored away from potential

sites of contamination


BARISTA


49

• Importance of stock rotation, such as First Expire, First Out

(FEFO) or First In, First Out (FIFO) systems

• Importance of using correct procedures during cleaning

• Importance of using clean and safe utensils and equipment to

prepare food

• Importance of keeping premises clean to prepare food safely

• Impact of good waste management

• Importance of effective pest control at food retail

establishments, food establishments, slaughter houses

and/or food manufacturing facilities

Application and

Adaptation






and manage the

changes at work.

The ability to:

• Practise good personal hygiene

• Use safe ingredients

• Handle food safely

• Store food safely

• Maintain cleanliness of utensils, equipment and service or

storage areas in accordance with organisational procedures

and recipes, food and Workplace Safety and Health

requirements


Creation


generate purposive


performance and/or

enhance business



The ability to:

• Suggest food and beverage safety and hygiene

improvements and/or corrective actions to meet regulatory

and/or organisational requirements

Social Intelligence

and Ethics




and diversity



ethics.

The ability to:




BARISTA


50

Learning to Learn


develop and improve



work.

The ability to:

• Follow up on constructive feedback from co-workers and/or

supervisors

• Update knowledge and skills on good food and beverage

safety and hygiene


(where applicable)


circumstances and



Regulations and standards on Food and Beverage Hygiene must

include:

• Environmental Public Health Act and its Subsidiary

Legislation

• National Environment Agency licensing requirements,

grading and Points Demerit System (PDS)


Act Sale of Food Act and its Subsidiary Legislation

• Wholesome Meat and Fish Act and its Subsidiary Legislation

• Agri-Food and Veterinary Authority of Singapore licensing

conditions for food establishments and slaughter houses

Version Control


FSS-WSH-2002-1.1 4 August 2017 Initial Version SSG and SPRING

Singapore


BARISTA


51

Definitions of the Five (5) Domains

Domain

Definition

Knowledge and

Analysis

Knowledge includes the gathering of facts and information through

traditional and digital forms. Analysis involves the cognitive processing,

integration and inspection of single or multiple sources of facts and

information required to perform work tasks and activities and takes into

consideration, the work contexts in which the tasks and activities are

carried out. The result of knowledge and analysis produce judgements

on work tasks/activities/issues/areas, and the conceptualisation of

solutions to solve problems at work.

Application and

Adaptation

Application involves the ability to perform work tasks and activities

defined by the requirements of the occupation. Adaptation involves the

ability to react to and manage the changes in the work contexts. The

result of application and adaptation leads to the production of psycho-

motor actions and behavioural reactions to the work

tasks/activities/issues/areas, and the execution of the planned solutions

to solve problems at work.

Innovation and

Value Creation

Innovation includes the ability to generate purposive ideas to improve

work performance and/or enhance business values that are aligned to

the organisational goals. As a result of innovation, the organisation is

able to reap the values from individual or team contributors to achieve

organisational growth.

Social Intelligence

and Ethics

Social intelligence includes the ability to appreciate and use affective

factors in leadership, relationship and diversity management guided by

professional codes of ethics as effective individuals or team

contributors.

Learning to Learn

Learning-to-learn includes the ability to improve on self-development

within and outside of one’s area of work. It involves the continual

inspection of one’s knowledge, analytical, application, adaptive,

innovative and social skills that are needed to perform the work

optimally and/or solve problems effectively.

SF Food Skills Standards Barista 2017 · through product launches or brochures to ensure the latest...

Documents

Transcript of SF Food Skills Standards Barista 2017 · through product launches or brochures to ensure the latest...