SkillsFuture · Web viewThis includes gathering ingredients and equipment to prepare desserts and pastries while following standard recipes and procedures to deliver high quality

SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR

ASSISTANT PASTRY COOK

Occupation: Assistant Pastry Cook

Occupation Description:

The Assistant Pastry Cook assists in the production of cakes, pastries, garnishes, ice-creams and baked items. This includes gathering ingredients and equipment to prepare desserts and pastries while following standard recipes and procedures to deliver high quality food and consistent baked goods.

He/She should be a fast learner, timely in nature, creative, have good organisational and communication skills, and be able to multi-task. He must be able to perform physical taks, work in a high volume production environment and maintain a clean working environment.

Important Points to Note about this DocumentThis 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



The skills expected of the Assistant Pastry Cook are summarised as below:

Skill Category Skill

Analytical, Conceptual and

Evaluative1. Solve Problems and Make Decisions at Operations Level

Customer Experience

2. Contribute to Customer Service over Various Platforms3. Project a Positive and Professional Image4. Provide Go-the-Extra-Mile Service5. Respond to Service Challenges

Food and Beverage

Production

6. Demonstrate Baking Techniques, Mixing Methods, and Piping Skills

7. Maintain Quality Control Procedures8. Make Basic Cakes9. Make Cookies10. Make Muffins and Scones11. Make Tarts and Short-crust Pastry12. Prepare Deep Fried Ready-to-Use Products13. Prepare Equipment and Ingredients14. Prepare Pre-mix, Frozen and Bake-off Products15. Prepare Sweet and Savoury Fillings, Sauces and Creams

Infocomm Technology

16. Use Essential Features of a Computer17. Use Primary Functions and Applications of a Tablet

Innovation 18. Cultivate a Productivity and Innovative Mindset




Leadership 19. Demonstrate the Service Vision

People and Relationship Management

20. Work in a Diverse Service Environment

Planning and Implementation 21. Implement Operations for Service Excellence

Workplace Safety and Health 22. Provide Safety and Security for Customers




Skill Code ES-ACE-102G-1

Skill Category Analytical, Conceptual and Evaluative

Skill Sub-Category (where applicable) N/A

Skill Solve Problems and Make Decisions at Operations Level

Skill Description

This skill describes the ability to acquire problem-solving and decision-making techniques. It also includes proactively identifying the root causes to a problem and taking responsibility for the decisions within own circle of influence.

Knowledge and Analysis

The ability to understand:

Procedure for evaluating selected ideas for problem-solving Factors to consider in selecting suitable modes of communication Methods to determine the strengths and limitations and constraints of

each selected idea Areas of impact from implementation of an action plan Types of evaluation methods to determine effectiveness of

implemented solutions and action plan Techniques to identify sources of failure in the implemented solution

and action plan Potential areas requiring corrective action Types of corrective actions Reflective mechanisms for the entire problem-solving process

It refers to gathering, cognitive processing, integration and inspection of facts and information required to perform the work tasks and activities.

Application and Adaptation

It refers to the ability 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:

Recognise symptoms that could lead to potential problems at the workplace using appropriate tools and techniques

Identify deviations from organisational norm and SOPs based on symptoms identified

Identify the possible root causes of the problems using appropriate tools and techniques

Implement action plan at the workplace based on organisational SOP Identify preventive measures to avoid recurrence of similar problems in

the future based on appropriate tools and techniques




Innovation and Value Creation

The ability to:

Generate and select ideas to solve the problem using creative and logical thinking

Evaluate selected ideas using pertinent criteria and choose the most desirable ones as solutions to the problems

Evaluate the effectiveness of the implemented solutions and action plan and initiate corrective actions where necessary

It refers to the ability to 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:

Identify relevant parties' priorities and concerns and use suitable communication mechanisms and modes to garner agreement from relevant parties on chosen solution and action plan

It refers to the ability to use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.

Learning to Learn The ability to:

Identify impact of the problems on own job responsibilities and other parties involved and make adjustments of own work processes and working methods

It refers to the ability to develop and improve one’s self within and outside of one’s area of work.

Range of Application N/A

(where applicable)

It refers to the critical circumstances and contexts that the skill may be demonstrated.




Version Control

Version Date Changes Made Edited by

ES-ACE-102G-1 1-Sep-16 Initial Version WDA




Skill Code SVCF-CS-101E-1

Skill Category Customer Experience

Skill Sub-Category(where applicable)

N/A

Skill Contribute to Customer Service over Various Platforms

Skill Description

This skill describes the ability to leverage on available organisational resources when engaging with customers over various platforms. It also includes portraying a professional etiquette and escalating feedback received over various platforms.




Platforms to engage customers Reasons for engaging with customers over various platforms Types of available organisational resources Methods to portray professional etiquette over various platforms Principles of effective communication Methods to escalate feedback


It refers to the ability 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:

Leverage on organisational resources when engaging with customers over various platforms

Portray professional etiquette when responding to customers over various platforms in accordance with organisational guidelines

Escalate feedback received over various platforms using appropriate channels and in accordance with the organisation’s guidelines


It refers to the ability to

The ability to:

Identify and suggest areas of improvement that may arise out of one’s interaction with customers




generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals.



The ability to:

Adhere to code of ethics when handling customers over various platforms

Learning to Learn


The ability to:

Keep abreast of changes in organisational resources used when engaging customers

Range of Application

(where applicable)


Platforms over which customers may be engaged with must include:

Telephone Social media such as internet forums and social networks E-mail/mail

Organisational resources used when engaging customers must include: Stock lists Contact details of stockists Organisation policies (e.g. return and exchange policies) Customer complaint forms




Product knowledge databases Standard Frequently Asked Questions (FAQs) supplied by organisation Customer Relationship Management (CRM) databases

Version Control


SVCF-CS-101E-1 1-Sep-16 Initial Version WDA




Skill Code SVCF-CS-102C-1



N/A

Skill Project a Positive and Professional Image

Skill Description

This skill describes the ability to project a professional image when serving customers. It also includes equipping oneself with a positive and customer-oriented mindset to impress and wow customers in their day-to-day engagement.




Impact of one’s professional image and persona on the organisation Methods to project a professional image and persona Principles of effective communication Non-verbal communication skills Types of customers



The ability to:

Recognise the impact of one’s professional image and persona on the organisation

Project a professional image and persona in accordance with organisational guidelines

Communicate professionally with customers in accordance with organisation’s guidelines






N/A



The ability to:

Adhere to professional codes of conduct when projecting a professional image

Learning to Learn


The ability to:

Monitor others’ reactions to own professional image by obtaining verbal and non-verbal feedback from customers, peers and supervisors





(where applicable)


A professional image is the set of qualities and characteristics that represent perceptions of one’s competence as judged by customers, superiors, subordinates and colleagues.

Persona may be defined as the conduct of one at work which characterizes the organisation.

Impact of one’s professional image and persona on self and the organisation must include: Increased customer confidence in the organisation’s product or services Increased customer retention and loyalty Enhancing brand value of organisation’s product or services Positive first impression of the organisation Positive associations with the organisation’s product brand

Version Control


SVCF-CS-102C-1 1-Sep-16 Initial Version WDA






Skill Sub-Category(where applicable) N/A

Skill Provide Go-the-Extra-Mile Service

Skill Description

This skill describes the ability to provide go-the-extra-mile service to exceed customer expectations and create a positive customer experience. It also includes demonstrating the qualities and characteristics of a service professional and escalating feedback on areas of improvement to enhance the customer experience.




Types of customers Customer needs and expectations Qualities and characteristics of a service professional Importance of go-the-extra-mile for service to oneself and the

organisation Methods to exceed customer expectations Principles of effective communication Methods to escalate areas of improvement to enhance customer

experience



The ability to:

Recognise the diverse range of customers and their needs and expectations

Demonstrate the qualities and characteristics of a service professional when delivering go-the-extra-mile service to exceed customer expectations

Create a positive customer experience by offering customized and personalized service in accordance with organisation guidelines






The ability to:

Escalate feedback through appropriate channels on areas of improvement to enhance the customer experience



The ability to:

Empathise with customers’ needs to exceed customers’ expectations to create a positive customer experience

Demonstrate customer-friendly communication principles in go-the-extra-mile interactions with customers

Learning to Learn


The ability to:

Seek customer’s feedback on service delivery to improve own performance in providing go-the-extra-mile service


(where applicable)

Customer expectations may be defined as the perceived value customers seek from the purchase of a good or service and must include:

Reliability Quality of product/service





Safety of product/service Performance of product/service Aesthetic appearance of product/service Comfort of product/service Durability of product/service

Qualities and characteristics of a service professional must include: Ability to work with diverse team members Good communication skills Integrity Positive attitude Flexible and ability to adapt to provide service to a diverse range of

customers Proactive in seeking out unmet needs of customer Consistent service Initiative Customer-first mindset

Go-the-extra-mile service is defined as service that exceeds both internal and external customer expectations and must include: Being aware of the different customer’s needs before approaching

customers Offering alternate solutions to customers Providing value-add services to customers (e.g. calling another store in

the area to see if that product is available) Suggesting alternate choices to customers when preferred choices are

not available

Establishing rapport with customers to build relationships with customers who frequent the establishment

Following up with customers on unanswered questions

Customer experience is the sum of all experiences a customer has with an organisation and its product or service. A positive customer experience makes the customer feel happy, satisfied, justified, valued, served and cared for throughout their relationship with the organisation. The ability to deliver a positive customer experience enhances customer loyalty and retention.

Methods to offer customised and personalised service must include: Balancing time spent with one customer against the needs of other

customers Treating customers as individuals Varying personal approaches in response to customer attributes such




as being patient with older customers and being sensitive when handling customers from different cultural backgrounds

Acceding to customer’s special requests according to organisational guidelines such as extending warranty period

Up-selling products or services by offering the customer the opportunity to purchase additional item

Cross-selling products or services by offering the customer additional options to complement their purchase

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Skill Respond to Service Challenges

Skill Description

This skill describes the ability to respond to challenging service situations through the use of appropriate verbal and non-verbal communication techniques. It also includes recognising triggers which may lead to service challenges, use of service recovery procedures to respond to the challenges and escalating unresolved service challenges.




Types of triggers in the service environment Types of service challenges Importance of responding to service challenges Principles of effective communication Method to escalate service challenges Service escalation channels Resilience and methods to demonstrate resilience



The ability to:

Use service recovery procedures to respond to service challenges in accordance with organisation guidelines

Escalate unresolved service challenges using appropriate channels in accordance with the organisation’s guidelines

Demonstrate resilience in the handling of service challenges






The ability to:

Strive for win-win outcomes when handling service challenges Identify and suggest areas of improvement that may arise out of service

challenges



The ability to:

Empathise with customers while facing service challenges to prevent situation from escalating

Learning to Learn


The ability to:

Keep abreast of latest products and services and service delivery procedures to avoid creating service challenges

Reflect on own handling of service challenges to improve performance in future situations

Monitor own service delivery to avoid creating situations that may give rise to service challenges


(where applicable)

It refers to the critical circumstances and

Triggers may be defined as causes of an event or situation that may lead to service challenges.

The service environment may be defined as the workplace where products or services are sold or delivered. It includes the shop-front, back-room operations or store.




contexts that the skill may be demonstrated. Triggers in the service environment must include:

Un-trained service staff Poor attitude of staff Lack of urgency to resolve complaints and feedback Long waiting times and queues Unresolved issues or problems Poor response to information requested Un-informed staff Lack of communication Lack of availability of product Poor product or service quality

Service challenges must include: Customer complaints on products or services Negative feedback from customers on service delivery

Service recovery is a procedure for dealing with customers’ service challenges. It must include: Listening to the customer to identify the cause of the service challenge Using verbal and non-verbal communication to address service

challenge Apologising to the customer immediately Taking immediate action to resolve the situation Showing empathy Conducting follow-up with customer

Resilience may be defined as the process and experience of being disrupted by change, opportunities, stressors and adversity, and, after introspection, accessing strengths to grow stronger through disruption.

Methods to demonstrate resilience must include: Developing coping skills to deal with stress of change, opportunity,

stress or adversity Building on actions and focusing on outcomes Practicing realistic optimism and remaining hopeful under pressure Developing strong support systems in or outside the workplace

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Skill Code FSS-FBP-2001-1.1

Skill Category Food and Beverage Production

Skill Sub-Category (where applicable)

Baking

Skill Demonstrate Baking Techniques, Mixing Methods, and Piping Skills

Skill Description This skill describes the ability to apply the knowledge and skills in basic baking techniques, mixing methods, and piping skills.




Types and uses of baking tools and equipment Types of mixing, piping and cooking methods and importance

of using them correctly Importance of using correct cookware and bakeware Types, characteristics, functions and quality indicators of

baking ingredients Importance of using appropriate equipment to achieve the

correct temperature during the baking process Methods and types of equipment used for controlling

temperature Importance of accuracy in measurement of ingredients Different systems of measurement (metric, imperial) and

methods of conversion Importance of quality checks and control, handling and

storing of ingredients Food and workplace safety and health (WSH) requirements



The ability to:

Assemble baking tools, equipment and ingredients Prepare baking equipment Prepare baking ingredients Apply mixing methods in the baking and pastry making

process Apply piping methods in the baking and pastry process Reinstate work station in accordance with organisational

procedures and recipes, food and Workplace Safety and Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1.

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Health requirements



N/A



The ability to:

Comply with food and workplace safety and health requirements

Communicate with co-worker and/or supervisor to achieve organisational objectives

Demonstrate trust, respect and support towards co-worker and/or supervisor in daily activities to achieve organisational objectives

Demonstrate integrity and ethical behaviour at the workplace

Learning to Learn


The ability to:

Accept feedback from co-worker and/or supervisor 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-worker and/or supervisor

Keep up to date on industry trends in the food and beverage sector, in particular the baking industry

Range of Application Food safety and health requirements must include:




(where applicable)


National Environment Agency (NEA) environmental Public Health (Food Hygiene) Regulations

Workplace Safety and Health Regulations under the WSH Act 2006 and all updates and current policies

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)

Version Control


FSS-FBP-2001-1.1 4 August 2017 Initial VersionSSG and SPRING

Singapore







N/A

Skill Maintain Quality Control Procedures

Skill Description

This skill describes the ability to maintain quality control procedures in food and beverage operations. It also includes following quality control guidelines, food and beverage hygiene and safety guidelines, portion control guidelines, maintaining quality control of food products and demonstrating plating/presenting food.




Guidelines and requirements on quality control, food safety and hygiene and portioning for food preparation

Indicators of food freshness and quality Importance of labelling Impact of loss due to low-quality food on operations Impact of personal hygiene on food safety and quality Importance of cleansing and sanitising food storage areas

and preparation equipment Causes of foodborne illnesses Impact of portioning on food cost and operations Importance of customer service and customer service

policies Differences between religious dietary customs and

requirements Common food allergies Medical diet alternatives Control measures to minimise cross-contamination Importance of consistency between menu items and final

products Purpose of plating and garnishing and the impact on

customer's perception of quality Required documentation for quality control and food safety

and hygiene

Application and The ability to:Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1.

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Adaptation


Execute and maintain standards according to quality control guidelines

Maintain the safety and hygiene level for food products, equipment and storage areas

Control food portioning according to guidelines Demonstrate quality plating and/or presenting of food Complete documentation on quality control and safety and

hygiene Explain and serve customers with knowledge of food, menu

and diets in accordance with organisational procedures and recipes, food and Workplace Safety and Health requirements



The ability to:

Suggest ways to maintain quality of products and/or ingredients

Share feedback on current preparation process



The ability to:

Comply with food handling legislative requirements to meet quality standards

Build rapport with customers Build rapport with co-workers and/or supervisor to achieve

organisational objectives Demonstrate trust, respect and support towards co-worker

and/or supervisor in daily activities to achieve organisational objectives

Demonstrate integrity and ethical behaviour at the workplace Demonstrate cultural, religious and gender sensitivity

Learning to Learn

It refers to the ability to develop and improve one’s self within and outside of one’s area of

The ability to:

Engage in self-reflection to improve on quality of task assigned





work. Accept feedback from co-worker and/or supervisor in a

considerate and constructive manner Identify available opportunities to learn from co-worker and/or

supervisor Understand the brand values and standards and apply the

brand standards in day to day work Monitor own output to ensure consistency is maintained


(where applicable)


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



Version Control



Singapore





Skill Category Food and Beverage


Food and Beverage Production

Skill Make Basic Cakes

Skill Description This skill describes the ability to apply the knowledge and skills in making basic cakes.




Types and uses of baking tools and equipment Types, characteristics, functions and quality indicators of

baking ingredients Recipes and methods of preparing different types of basic

cakes Importance of using correct ratio and proportion of

ingredients Importance of sifting dry ingredients Importance of controlling temperature of butter Importance of aerating batter for sponge cake Principles of baking basic cakes Methods of cooling and storing cake products Quality characteristics of basic cake products Common faults in cake products and how to prevent them Food and Workplace Safety and Health (WSH) requirements



The ability to:

Assemble baking tools and equipment Prepare ingredients for cake making Prepare batter for baking Bake batter Cool and store finished cake products Reinstate work station in accordance with organisational

procedures, food and Workplace Safety and Health (WSH) requirements

Innovation and Value NILCopyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1.

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Creation




The ability to:





Learning to Learn


The ability to:







(where applicable)




Workplace Safety & Health Regulations under the WSH Act 2006 and all updates and current policies

Hazard Analysis & Critical Control Points management system (HACCP)




Version Control



Singapore







Pastry

Skill Make Cookies

Skill DescriptionThis skill describes the ability to apply the knowledge and skills in making cookies. This also includes the types and uses of baking tools, equipment and ingredients.





baking ingredients Recipes and methods of preparing cookies Importance of using correct ratio and proportion of

ingredients Importance of sifting dry ingredients and resting dough Techniques of piping and cutting the dough Principles of baking cookies Indicators od doneness Methods of cooling and storing cookie products Quality characteristics of cookie products Common faults in making cookie products that affects its

quality and how to prevent them Food and Workplace Safety and Health (WSH) requirements



The ability to:

Assemble baking tools and equipment Prepare ingredients for making cookies Prepare and shape/cut dough for baking and add pre-baked

toppings or finishing Bake dough Cool and store finished cookie products Reinstate work station






N/A



The ability to:

Comply with food and WSH requirements Communicate with co-worker and/or supervisor to achieve




Learning to Learn


The ability to:







(where applicable)

It refers to the critical circumstances and contexts that the skill




Hazard Analysis and Critical Control Points management Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1.

31



may be demonstrated.system (HACCP)


Version Control



Singapore







Baking

Skill Make Muffins and Scones

Skill DescriptionThis skill describes the ability to apply the knowledge and skills in making muffins and scones. It also includes the types and uses of baking tools, equipment and ingredients.





baking ingredients Recipes and methods of preparing different types of muffins

and scones Importance of using correct ratio and proportion of

ingredients Importance of sifting dry ingredients Importance of controlling temperature of butter Impact of different flours and ingredients on quick bread and

muffin texture, taste, aroma and appearance Principles of baking muffins and scones Indicators of doneness Methods of cooling and storing muffin and scone products Quality characteristics of muffin and scone products Common faults in making muffin and scone that affects the

quality of the products and how to prevent them Food and Workplace Safety and Health (WSH) requirements


It refers to the ability to perform the work tasks and activities required of the occupation, and the ability to react to

The ability to:

Assemble baking tools and equipment Prepare ingredients for making muffins and scones Prepare batter and dough for baking Bake batter and dough Cool and store finished muffin and scone products Reinstate work station




and manage the changes at work.



N/A



The ability to:





Learning to Learn


The ability to:







National Environment Agency (NEA) environmental Public




(where applicable)


Health (Food Hygiene) Regulations Workplace Safety and Health Regulations under the WSH

Act 2006 and all updates and current policies 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)

Version Control



Singapore







Pastry

Skill Make Tarts and Short-Crust Pastries

Skill DescriptionThis skill describes the ability to apply the knowledge and skills in making tarts and short-crust pastries. It also includes the types and uses of baking tools, equipment and ingredients.





baking ingredients Types of fillings and toppings suited for different types of tarts

and short-crust pastries Recipes and methods of preparing different types of tart and

short-crust pastry products Importance of using correct ratio and proportion ingredients Importance of sifting dry ingredients and resting dough Importance of controlling temperature of butter Techniques to shape dough for baking (including blind-

baking) Principles of baking tarts and short-crust pastries Indicators of doneness Methods to cool and store tart and short-crust pastry products Quality characteristics of tart and short-crust pastry products Common faults in tart and short-crust pastry products and

how to prevent them Food and Workplace Safety And Health (WSH) requirements






The ability to:

Assemble baking tools and equipment Prepare ingredients for making tarts and short crust pastries Prepare dough and fillings for baking Bake dough Cool, assemble and store tart and short-crust pastry products Reinstate work station



N/A



The ability to:

Comply with food and WSH requirements Communicate with co-worker and/or supervisor to achieve




Learning to Learn


The ability to:




Identify available opportunities to learn from co-worker and/or




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

sector, in particular the baking industry


(where applicable)







Version Control



Singapore







Skill Prepare Deep Fried Ready-to-Use Products

Skill Description

This skill describes the ability to prepare deep-fry ready-to-use products. It also includes deep-frying ready-to-use products, prepare buns, flatbreads and garnishes and assemble and package deep-fried products.




Types and uses of tools and equipment used for preparing deep-fried ready-to-use products

Types, characteristics and indicators of quality of ingredients for preparing deep-fried ready-to-use products

Deep frying methods Types, characteristics of oil, smoking points, and signs of oil

breakdown Caramelisation process and importance of even

caramelisation Importance of preventing shortages or overages of food

products Standard guidelines to assemble finished products Procedure to assemble and package deep fried products First-in, first-out procedures for cooked products Indicator of doneness Methods of presenting and storing finished products Quality standards of deep fried ready-to-use products Common faults in deep fried ready-to-use products and how

to prevent them


It refers to the ability to perform the work tasks and activities required of the occupation, and the ability to react to and manage the

The ability to:

Assemble tools and equipment for preparing deep-fried ready-to-use products

Measure, prepare and check the quality of ingredients for preparing deep-fried ready-to-use products

Prepare accurate quantities of ingredients Setting up for and deep fry products for the required time Draining oil from the finished products Apply garnish, sauces and condiments where applicable




changes at work. Assemble final products and package them where applicable Plate and present finished products or store appropriately to

prolong their shelf life in accordance with organisational procedures and recipes, food and Workplace Safety and Health requirements



The ability to:


Share feedback on current process



The ability to:






Learning to Learn


The ability to:





Understand the brand values and standards and apply the brand standards in day to day work

Monitor own output to ensure consistency is maintained





(where applicable)






Version Control



Singapore







Service Preparation

Skill Prepare Equipment and Ingredients

Skill Description

This skill describes the ability to apply the knowledge and skills in preparing equipment and ingredients. It also includes assembling ingredients and equipment, weighing and measuring ingredients, preparing pans, preparing dried, frozen and concentrated products for use.




Purpose and importance of preparing equipment and ingredients

Importance of using fresh, high quality ingredients Signs of food product damage Types and uses of tools and equipment required for different

cooking techniques Types, characteristics and functions of ingredients Different systems of measurement (metric, imperial) and

methods of conversion Methods of calibrating and using weighing scale Types, characteristics and uses of pans Importance of selecting, preparing and cleaning pans Meaning of terms used on packaging Limitations and advantages of using concentrates and mixes

on quality of end products Food and workplace safety and health requirements and

relevant industry standards


It refers to the ability to perform the work tasks and activities required of the occupation, and the ability to react to and manage the

The ability to:

Assemble cooking tools and equipment Weigh and measure ingredients Prepare pans Prepare dried, frozen and concentrated products for use Reinstate work station in accordance with organisational

procedures and Workplace Safety and Health requirements




changes at work.



The ability to:

Suggest ways to maintain quality of food ingredients Share feedback on current production processes with

reference to organisational procedures



The ability to:





Learning to Learn


The ability to:






(where applicable)









may be demonstrated. Relevant food regulations under the Agri-Food and Veterinary

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

Version Control



Singapore







Baking

Skill Prepare Pre-mix, Frozen and Bake-Off Products

Skill DescriptionThis skill describes the ability to prepare pre-mix, frozen and bake-off products. It also includes using frozen bake-off products, pre-mixes and ready-to-use products.




Types and uses of tools and equipment for preparing pre-mix, frozen and bake-off products

Types, characteristics and indicators of quality of cooking and/or baking ingredients

Common terms used in food preparation and packaging Quality indicators of pre-mix, frozen and bake-off products Methods to prepare pre-mixes, frozen and bake-off products Advantages and disadvantages of using pre-mix Indicator of doneness Methods of presenting and storing finished products Quality standards of pre-mix, frozen and bake-off products Common faults in pre-mix, frozen and bake-off products and

how to prevent them



The ability to:

Assemble tools and equipment for preparing pre-mix, frozen and bake-off products

Measure, prepare and check the quality of ingredients for preparing pre-mix, frozen and bake-off products

Follow pre-use instructions on food preparation Verify the product quality which may include examining

products, packaging, shelf-life and expiry dates to identify any signs of damage

Prepare pre-mix, frozen and bake-off products using various cooking methods, tools and equipment by following product instructions

Plate and present finished products or store appropriately to prolong shelf life in accordance with organisational procedures and recipes, food and Workplace Safety and Health requirements






The ability to:





The ability to:






Learning to Learn


The ability to:








(where applicable)





Hazard Analysis and Critical Control Points management




may be demonstrated.system (HACCP)


Version Control



Singapore







Pastry

Skill Prepare Sweet and Savoury Fillings, Sauces and Creams

Skill DescriptionThis skill describes the ability to prepare, evaluate and store vanilla sauce, pastry cream, syrup and fruit coulis, fruit filling and savoury filling.




Types and uses of tools and equipment for preparing vanilla sauce, cream, syrup and fruit coulis, fruit filling and savoury filling

Types, characteristics and indicators of quality of cooking/ baking ingredients of vanilla sauce, cream, syrup and fruit coulis, fruit filling and savoury filling

Methods to prepare sweet and savoury fillings, sauces and creams

Importance of not boiling sauce Importance of cooling sauce and cream quickly Types of thickeners to be used Stages and characteristics of cooked sugar Causes of sugar crystallization and how to prevent them Types of fruits for preparation methods Variety of products that can be used as savoury filling Various uses of vanilla sauce, pastry cream, syrup, fruit

coulis, fruit fillings, and savoury fillings Indicator of doneness Methods of presenting and storing finished products Quality standards of sweet and savoury fillings, sauces and

creams Common faults in sweet and savoury fillings, sauces and

creams and how to prevent them


The ability to:

Assemble baking tools and equipment for sweet savoury





fillings, sauces and creams Measure and prepare ingredients for sweet savoury fillings,

sauces and creams Prepare sweet and savoury fillings, sauces and creams which

may include tempering egg mixture, cook sugar, matching fruits and using thickener and cooling products quickly

Bake products that use sweet and savoury fillings, sauces and creams

Check consistency of finished products and other doneness assessment

Cool sweet savoury fillings, sauces and creams Label with production date and store finished products

in accordance with organisational procedures and recipes, food and Workplace Safety and Health requirements



The ability to:





The ability to:





Demonstrate integrity and ethical behavior at the workplace Demonstrate cultural, religious and gender sensitivity













(where applicable)







Version Control



Singapore

Skill Code ES-FSI-112G-1 Skill Category Infocomm Technology




Skill Sub-Category(where applicable) N/A

Skill Use Primary Functions and Applications of a Tablet

Skill Description

This skill describes the ability to apply basic knowledge and skills to operate a tablet. It also includes performing common operations, applying settings and securing a tablet, using a secure wireless network and setting up online accounts, using a web browser to search and bookmark webpages, working with images and videos, managing applications as well as storing data in a tablet




Features of a tablet Common operations in a tablet Tools and settings in a tablet Concepts relating to tablet security Concepts relating to network connections in a tablet Concepts relating to account creation in a tablet Concepts relating to using of web browser in a tablet Concepts relating to image and video management Concepts relating to application management Concepts relating to storage management



The ability to:

Operate and secure a tablet by applying appropriate functions and security measures

Use a secure wireless network to set up online accounts for different services according to requirements using primary functions and procedures

Use a web browser to browse, search and bookmark webpages according to requirements using primary functions and procedures

Manage images and videos in a tablet according to requirements using primary functions and procedures

Manage applications in a tablet according to requirements using primary application management functions

Store data in a tablet according to requirements using primary storage functions






The ability to:

Enhance utility of tablets by connecting to other devices such as computers, printers and video players



The ability to:

Seek assistance and guidance from peers on difficulties and problems faced when using a computer or device

Learning to Learn


The ability to:

Develop good practices in checking and previewing documents, worksheets and messages


(where applicable)


N/A

Version Control





ES-FSI-112G-1 4-Aug-17 Initial Version SSG




Skill Code FSS-INO-2001-1.1

Skill Category Innovation


Skill Cultivate a Productivity and Innovative Mind-set

Skill Description This skill describes the ability to identify and apply techniques and tools for potential productivity improvement at workplace.




The concept and definition of productivity Importance of productivity for business and employees Components of a productivity framework Internal and external factors affecting productivity

improvement Methods of measuring staff productivity and performance Types of tools and techniques for productivity improvement



The ability to:

Explain the concept of productivity to staff Identify energiser for productivity based on productivity

mindset Recognise needs in employees' development and

organisational goals for productivity improvement Apply techniques and tools for potential productivity

improvements Measure and improve productivity in various work areas, in

accordance with organisational procedures and recipes, food and Workplace Safety and Health requirements


It refers to the ability to generate purposive ideas to improve work

The ability to:

Identify areas of improvement in productivity processes




performance and/or enhance business values that are aligned to organisational goals.



The ability to:

Monitoring organisational compliance with food handling legislative requirements to meet quality standards

Ensure good rapport with customers and internal stakeholders

Develop and maintain relationships by showing trust, respect and support towards co-workers and/or supervisor in daily activities to achieve organisational objectives

Exhibit and ensure that team members demonstrate integrity and ethical behaviour at the workplace

Learning to Learn


The ability to:

Identify gaps in learning and select approach to close the learning gap and improve on quality of task assigned

Provides feedback to co-worker and/or supervisor in a considerate and constructive manner

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

Identify available opportunities to learn from co-worker and/or supervisor for ownself and suggest opportunities for subordinates

Ensure that others understand and apply the brand standards Be a role model for subordinates to adopt the brand

standards Develop SOPs which ensure consistency in work output Monitor others to ensure that consistency is maintained in

their work output


(where applicable)

It refers to the critical circumstances and







contexts that the skill may be demonstrated.



Version Control


FSS-INO-2001-1.1 4 August 2017 Initial VersionSSG and SPRING

Singapore




Skill Code SVCF-LS-101C-1

Skill Category Leadership


N/A

Skill Demonstrate the Service Vision

Skill Description

This skill describes the ability to recognise the role and impact that one plays in demonstrating the organisation’s vision, mission and values. It also includes suggesting ways to improve service delivery and monitoring own performance to enhance service delivery standards.




Organisation’s vision, mission and values Organisation’s code of conduct in service delivery Methods to demonstrate service delivery in line with the organisation’s

vision, mission and values Role one plays in contributing to the organisation’s vision, mission and

values Significance and impact that one has on the organisation’s service

value chain and service standards Methods to monitor own performance



The ability to:

Demonstrate service delivery in accordance with the organisation’s vision, mission and values


It refers to the ability to generate purposive ideas to improve work

The ability to:

Recognise the significance and impact that one has on the organisation’s service value chain and service standards

Suggest ways to improve service delivery that may value-add to the organisation’s service value chain and increase service standards




performance and/or enhance business values that are aligned to organisational goals.



The ability to:

Adhere to organisation’s professional code of conduct in service delivery

Learning to Learn


The ability to:

Monitor own performance to ensure consistency with the organisation’s vision, mission and values

Obtain feedback to improve own service delivery performance through feedback from peers, supervisors and customers


(where applicable)


An organisation’s service value chain is made up of multiple stakeholders at different levels, all of whom have a part to play within the organisation in upholding the organisation’s service standards.

Version Control





SVCF-LS-101C-1 1-Sep-16 Initial Version WDA




Skill Code SVCF-PP-101C-1

Skill Category People and Relationship Management


Skill Work in a Diverse Service Environment

Skill DescriptionThis skill describes the ability to apply emotional intelligence and handle diversity in a service environment. It also includes demonstrating inclusiveness and resilience when faced with challenges.




Importance of inclusiveness when working in a diverse service environment

Types of diversity markers Diversity challenges and opportunities Aspects of emotional intelligence Methods to demonstrate resilience Methods to monitor own actions in handling diversity



The ability to:

Demonstrate resilience when faced with challenges in a diverse service environment






The ability to:

Translate different perspectives on diversity from colleagues into ideas that may add value to organisation’s service delivery



The ability to:

Apply emotional intelligence when interacting with team members and customers in a diverse service environment

Deliver service in line with organisation’s service standards to a diverse range of customers

Learning to Learn


The ability to:

Monitor own actions in handling diversity in the service environment to hone own ability to handle diversity


(where applicable)


Inclusiveness is defined as showing respect for people from diverse backgrounds.

Emotional intelligence may be established as the ability to identify, assess, and control the emotions of oneself, of others, and of groups.

Aspects of emotional intelligence must include:

Knowing one’s emotions Managing one’s emotions




Motivating oneself Recognising and understanding others’ emotions Managing relationships through use of Emotional Intelligence

Resilience may be defined as the process and experience of being disrupted by change, opportunities, stressors and adversity, and, after introspection, accessing strengths to grow stronger through disruption.

Methods to demonstrate resilience must include: Developing coping skills to deal with stress of change, opportunity,

stressor or adversity Building on actions and focusing on outcomes Practicing realistic optimism and remaining hopeful under pressure Developing strong support systems in or outside the workplace

Version Control


SVCF-PP-101C-1 1-Sep-16 Initial Version WDA




Skill Code SVCF-PL-101C-1

Skill Category Planning and Implementation


Skill Implement Operations for Service Excellence

Skill Description

This skill describes the ability to deliver service as part of a team and escalate issues that may impact an organisation’s service standards. It also includes recognising one’s role in the organisation’s service value chain and acquiring information that is commonly sought by customers.




Importance of one’s role in the service value chain Sources of information commonly sought by organisation’s customers Principles of effective team communication Organisation’s service standards Effective communication skills Types of service performance issues Organisation’s service escalation process Channels to identify service performance issues



The ability to:

Recognise the role that one plays in the service value chain Deliver service as part of a team according to the organisation’s service

standards Recognise opportunities and take initiative to assist colleagues in

service delivery





The ability to:

Recognise and escalate service performance issues that affect the organisation’s service standards It refers to the ability to

generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational goals.



The ability to:

Adhere to organisation’s professional code of conduct in service delivery

Share information commonly sought by organisation’s customers with colleagues to enhance the team’s performance in service delivery


Acquire information commonly sought by organisation’s customers to It refers to the ability to develop and improve one’s self within and outside of one’s area of work.

Range of Application An organisation’s service value chain is made up of multiple stakeholders at different levels, all of whom have a part to play within the organisation in upholding the organisation’s service standards.

Service performance issues may be identified through the following channels:

Customer feedback Observation of the service environment Mystery shopping results report

(where applicable)





Version Control


SVCF-PL-101C-1 1-Sep-16 Initial Version WDA




Skill Code FSS-WSH-2001-1.1

Skill Category Workplace Safety and Health


N/A

Skill Provide Safety and Security for Customers

Skill Description

This skill describes the ability to provide safety and security for customers. It also includes following safety and security practices, responding to emergencies, providing lost-and-found services and protecting the privacy of customers




Importance of being prepared for safety and security incidents

Safety, security and emergency procedures Preventive actions and the resultant reduction in risks to self,

co-workers and/or customers Importance of protecting people and properties Procedures for handling distressed customers Importance of knowing how to respond to different types of

emergencies Importance of responding, and being sensitive, to customers'

concerns Importance of maintaining customer confidentiality Lost-and-found procedures Importance of recording incidents in a report or log book



The ability to:

Operate relevant emergency tools and equipment Ensure exits, traffic lanes, public areas and stairways are

kept clear of obstacles and potential hazards Take appropriate actions for different types of safety or

security problems Assist customers with safety or security concerns Assist in emergency service procedures Assist customers on lost-and-found cases Record and maintain information in incident report or log




book



The ability to:




The ability to:






Learning to Learn


The ability to:











(where applicable)






Version Control


FSS-WSH-2001-1.1 4 August 2017 Initial VersionSSG and SPRING

Singapore




Definitions of the Five (5) Domains

Domain Definition


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 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 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 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.


SkillsFuture · Web viewThis includes gathering ingredients and equipment to prepare desserts and pastries while following standard recipes and procedures to deliver high quality

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