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SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR

SOMMELIER

Occupation: Sommelier

Occupation Description:

The Sommelier manages the wine service and is responsible for ordering, receiving, inventory, organizing and selling wine for all departments, overseeing all wine purchases, cost management and the Wine Committee duties (minutes, wine of the month selection, introduction of new vendors, wineries, etc.). This includes assisting customers during the dinner service with wine recommendations and selection for perfect pairing with their dinner, decanting of the wine and ensuring customers satisfaction by assisting the Head Sommelier in delivering quality and variety of wines and wine services.

He/She must be passionate about wine, possess superior people skills and able to relate to people from all over the world, good communication, selling and numerical skills, possess a strong willing to work as part of a team, strong commitment to customer service.

He normally work a shift system, including evenings, weekends and holidays. He is expected to stay on after the establishment has closed and may work until the early hours of the morning.

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


SOMMELIER

The skills expected of the Sommelier are summarised as below:

Skill Category Skill

Analytical, Conceptual and

Evaluative

1. Apply Systems Thinking in Problem-Solving and Decision-Making

Business Continuity

Management

2. Manage and Implement Business Continuity Plans3. Manage Crisis Situations

Business Negotiation

4. Participate in Dispute Resolution5. Participate in Negotiations

Change Management 6. Lead Team to Implement Change

Communications 7. Identify and Establish Internal and External Stakeholder Relationships

Food and Beverage Service

8. Manage Cost and Quality Controls9. Analyse Alcoholic Beverage Business10. Manage Customer Service11. Manage Wine Business12. Prepare and Serve Wine13. Understand Cuisines and Cultures of the World14. Understand New World Wine Producing Countries15. Understand Old World Wine Producing Countries16. Understand Sparkling, Sweet and Fortified Wines17. Understand Viticulture, Vinification and Wine packaging



SOMMELIER

Information and Results 18. Analyse Service Quality and Customer Satisfaction

Innovation19. Contribute to Innovation Processes within Own Scope of

Work in the Business20. Foster Service Innovation

Leadership 21. Lead with Service Vision

People and Relationship Management

22. Manage Cross Functional and Culturally Diverse Teams23. Optimise Workforce for Service Excellence

People Development

24. Conduct Staff Performance Assessment Process25. Develop and Motivate Team Members through Capability

Development26. Manage Training

Personal Management and

Development

27. Develop Self to Maintain Professional Competence at Managerial Level

Planning and Implementation

28. Administer Purchasing and Receiving Procedures29. Implement Loss/Risk Prevention30. Provide Information for Management Decision Making

Project Management 31. Implement Project Administration Processes

Risk Management

32. Facilitate Compliance with Legislative and Regulatory Requirements



SOMMELIER

33. Manage Compliance with Food and Beverage Hygiene Policies and Procedures



SOMMELIER

Skill Code ES-ACE-402G-1

Skill Category Analytical, Conceptual and Evaluative

Skill Sub-Category(where applicable)

N/A

Skill Solve Problems and Make Decisions at Managerial Level

Skill Description

This skill describes the ability to examine the causes of performance deficiency and its impact on an organisation. It also includes managing team dynamics to identify and address performance deficiency.

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:

Advantages and disadvantages of the various methods to collect relevant and current information on organisational performance standards and quality control policies

Sources of information to identify performance deficiency Advantages and disadvantages of the various methods to identify

performance deficiency Types of analytical tools and techniques and their application in

the problem- solving and decision-making process Principles of group dynamics and teamwork and techniques to

manage team dynamics Types of decision-making models for arriving at the preferred

solution and their features Factors affecting the effectiveness of an implementation plan Tools and techniques to identify performance deficiency or cause

of failure in implemented solution and implementation plan and their features

Advantages and disadvantages of various ways to formalise implemented solution as part of current Standard Operating Procedures (SOPs)

Organisational procedures for amending and disseminating SOPs

Application and Adaptation

The ability to:



SOMMELIER

Collect relevant and current information on organisational performance standards and quality control policies

Identify the types of performance deficiency and examine the causes and their impact on organisation-related aspects

Identify the root causes of the problems with team members using appropriate group facilitation techniques

Determine a preferred solution using appropriate methods and draw up an implementation plan to implement the solution at the workplace

Formalise implemented solution as part of the organisation’s current standard operating procedures

Evaluate the effectiveness of the implemented solution and implementation plan using appropriate techniques and criteria

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.

Innovation and Value Creation

The ability to:

Generate creative ideas using appropriate idea generation and group facilitation techniques

Shortlist the most viable ideas based on a set of pertinent criteria using appropriate problem-solving and decision-making techniques and tools

Evaluate the impact of shortlisted ideas using appropriate problem-solving and decision-making techniques and tools

Develop a corrective action plan for any shortfalls identified in the implemented solution and conduct a follow-up review of modifications made

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:

Manage team dynamics and differing opinions through the use of conflict management techniques It refers to the ability to

use affective factors in leadership, relationship and diversity management guided by professional codes of ethics.



SOMMELIER

Learning to Learn The ability to:

Reflect on own strengths and weaknesses and its impact in solving problems and making decisions

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-402G-1 1-Sep-16 Initial Version WDA



SOMMELIER

Skill Code BM-BCM-304E-1

Skill Category Business Continuity Management


N/A

Skill Execute Crisis Management Plan

Skill Description

This skill describes the ability to execute crisis management plan. It also includes coordinating crisis response and recovery activities, executing individual roles during disruptive events and validating crisis management plan.




Crisis management plan, including crisis response and recovery activities

Critical business functions Business continuity plans Emergency control exercises



The ability to:

Assist in the coordination and integration of crisis response and recovery activities in accordance with recovery and business continuity plans to respond to disruptive events

Execute individual roles within the crisis management plan to respond to disruptive events


It refers to the ability to generate purposive ideas to improve work performance and/or enhance business values that are aligned to organisational

The ability to:

Participate in the organisation’s emergency control exercises to validate and make improvements to the crisis management plan to ensure organisational readiness



SOMMELIER

goals.


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

The ability to:

Manage own emotions to maintain composure and display self-confidence and resilience when dealing with challenges in a crisis situation

Respond appropriately to negative emotional cues of organisation members during a crisis situation to provide reassurance

Learning to Learn


The ability to:

Augment own knowledge on crisis management by subscribing to diverse learning channels to ensure continuous learning for workplace application

Range of Application

(where applicable)


N/A

Version Control


BM-BCM-304E-1 1-Sep-16 Initial Version WDA



SOMMELIER

Skill Code BM-BN-301E-1

Skill Category Business Negotiation

Skill Sub-Category(where applicable) N/A

Skill Apply Basic Negotiation Skills and Techniques

Skill Description

This skill describes the ability to apply basic negotiation skills and techniques to achieve organisation’s desired position in a negotiation. It also includes identifying negotiation outcomes and responsibilities, preparing background information and documenting negotiation.




Negotiation objectives Context of negotiation Social and cultural differences which may affect negotiations Interpersonal skills Communication and conflict resolution techniques Relevant precedents Components of minutes



The ability to:

Identify negotiation outcomes in commercial situations to establish organisation’s desired position in the negotiation

Identify roles and responsibilities needed to support negotiation objectives

Prepare relevant background information to understand other parties’ position

Use negotiation processes and techniques to assist in achieving desired negotiation outcomes

Record negotiations for evaluation and documentation purposes



The ability to:

Identify opportunities to strive for negotiation outcomes to add value to the organisation



SOMMELIER



The ability to:

Manage self to maintain composure and self-confidence when conducting negotiations

Learning to Learn


The ability to:

Engage in self-reflection to identify own areas for improvement in negotiation techniques

Improve own negotiation techniques by subscribing to learning channels and participating in review platforms with supervisors and peers to enhance own negotiation skills


(where applicable)


N/A



SOMMELIER

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BM-BN-301E-1 1-Sep-16 Initial Version WDA



SOMMELIER

Skill Code BM-COM-404E-1

Skill Category Communications


Skill Articulate and Discuss Ideas

Skill Description

This skill describes the ability to articulate and discuss ideas. It includes selecting, reviewing and refining approaches to communicate ideas, identifying and implementing specific ways to encourage responses, substantiating and challenging viewpoints, as well as exchanging ideas to reach intended outcomes.




Factors to consider when selecting best approaches to communicate ideas

Modes of communication Techniques of engaging others



The ability to:

Select appropriate approaches to communicate ideas in an effective manner to achieve intended outcomes

Identify and implement specific ways to encourage responses from communicating parties

Substantiate or challenge viewpoints using a logical approach to achieve intended outcomes

Exchange ideas until outcomes are reached to ensure agreement from communicating parties


It refers to the ability to generate purposive ideas to improve work performance and/or enhance business

The ability to:

Review and refine approaches to communicate ideas to improve communication process and outcomes



SOMMELIER

values that are aligned to organisational goals.



The ability to:

Demonstrate empathy and appreciation of others’ views and issues when articulating and discussing ideas to ensure individual views are acknowledged and addressed

Learning to Learn


The ability to:

Engage in self-reflection to identify areas for improvement in own ability to articulate and discuss ideas

Improve own ability to articulate and discuss ideas by subscribing to diverse learning channels and participating in review platforms with peers and supervisors to ensure continuous learning


(where applicable)


N/A

Version Control




SOMMELIER

BM-COM-404E-1 4 August 2017 Initial Version SSG



SOMMELIER

Skill Code FSS-FBS-4003-1.1

Skill Category Food and Beverage Service

Skill Sub-Category (where applicable)

Skill Coordinate Food and Beverage Service

Skill DescriptionThis skill describes the ability to implement service standards, food and beverage hygiene and safety guidelines, staff scheduling and supervise food and beverage service teams




Service standards of the organisation Techniques of coaching, mentoring and giving feedback Methods to maintain food hygiene standards Maintenance of workplace hygiene and impact on foodborne

illness Implications and definitions of contamination and cross-

contamination Process of conducting on-the-job trainings for staff Considerations for handling high-risk foods Strategies and conditions to apply different service styles

(e.g. plate, platter, family, take-away) Importance of menu knowledge including preparation

methods and ingredients



The ability to:

Implement service standards within the organisation Take corrective actions of guest dissatisfaction events Provide feedback for changes to service standards and

provide inputs for ongoing changes to outlet procedures Schedule and complete scheduling documentations based on

operational needs Ensure safety and hygiene of final products, and working

place Identify signs of pest infestations and carry out follow-up

actions Ensure outlet cleanliness and appearance is maintained Train, coach and mentor staff on service, safety and hygiene

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


The ability to:

Identify areas of improvement in processes



SOMMELIER




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



SOMMELIER


(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 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)

Liquor Control (Supply and Consumption) Act 2015

Version Control


FSS-FBS-4003-1.1 4 August 2017 Initial VersionSSG and SPRING

Singapore



SOMMELIER




Beverage

Skill Prepare and Serve Alcoholic Beverages

Skill Description

This skill describes the ability to prepare and serve alcoholic beverages. It also includes understanding the different types of glassware and tool, serving temperature and maintenance of the storage equipment




Types of alcoholic beverages, their ingredients, classifications, characteristics, labelling terms and quality standards

Types of spirit and liqueur bases, garnishes and recipes Guidelines for analysing characteristics of spirits and liqueurs Growing areas and production processes of alcoholic

beverages Types and maintenance of equipment and tools used for

serving fermented beverages Techniques of preparing, dispensing and serving fermented

beverages Types of glassware and serving temperatures Serving styles for spirits and liqueurs Differences between generic and premium spirits Legislative requirements pertaining to handling, consumption

and labelling of alcoholic beverages



The ability to:

Communicate the characteristics of spirits and liqueurs to customers

Serve alcoholic beverages Change beer kegs, and clean and flush draught lines Observe guidelines for consumption of alcoholic beverages in

accordance to The Liquor Control (Supply and Consumption) Act

Innovation and Value The ability to:



SOMMELIER

Creation


Suggest ways to maintain quality of beverage products Share feedback on current service processes with reference

to organisational procedures Recommend methods for increasing personal productivity



The ability to:

Comply with legislative requirements Build rapport with customers and co-workers Persuade customers to observe responsible alcohol

consumption 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


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

Keep up-to-date on industry trends in the Food and Beverage sector



SOMMELIER


(where applicable)



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

Workplace Safety and Health Regulations under the WSH Act



Liquor Control (Supply and Consumption) Act

Version Control



Singapore



SOMMELIER


Skill Category Food and Beverage Production


Beverage

Skill Prepare and Serve Wines

Skill DescriptionThis skill describes the ability to prepare and serve a range of sparkling, still, fortified and dessert wines. It also includes evaluating and recommending wines to match with dishes.




Concepts of viniculture and terroir Components of grapes and basic steps of winemaking Storage conditions for wines and properties affecting aging of

wine Principles of wine production (vinification) and grape

cultivation practices (viticulture) in different parts of the world (Old and New World)

Basic techniques of sensory analysis (sight, small and taste) and evaluations (quality and maturity) of wines

Common sensory descriptors and aroma wheel for tasting notes

Guidelines for matching wines to seafood, meats, and cheeses and desserts

Types of wines and their classifications, characteristics, grape varieties, quality standards and causes of wine faults

Wine-related terms and wine labels Techniques of presenting, opening, decanting, and serving

wines Types of glassware and serving temperatures Key factors to consider when selling wine Legislative requirements pertaining to handling, consumption

and labelling of alcoholic beverages


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

The ability to:

Analyse, evaluate and document the characteristics of wines Recommend food and wine pairings Present, open, decant and serve wines Observe guidelines for consumption of alcoholic beverages in

accordance with The Liquor Control (Supply and



SOMMELIER

the ability to react to and manage the changes at work.

Consumption) Act



The ability to:

Suggest ways to maintain quality of wines Share feedback on current service processes with reference

to organisational procedures Recommend methods for increasing personal productivity



The ability to:

Comply with legislative requirements Build rapport with customers and co-workers Persuade customers to observe responsible alcohol

consumption 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


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

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


(where applicable)


National Environment Agency (NEA) Environmental Public



SOMMELIER


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) Liquor Control (Supply and Consumption) Act

Version Control



Singapore



SOMMELIER




N/A

Skill Provide Quality Control for Service

Skill Description

This skill describes the ability to provide quality control for service. It also includes supervising opening of shifts, monitoring customer service, handling customer complaints, handling problem payments and supervising handovers and closing of shifts.




Product knowledge, including menu items, ingredients and preparation techniques

Quality standards and methods to maintain quality of par stock (e.g. linens)

Service standards in the organisation Strategies and conditions to apply different service styles

(plate, platter, family, take-away, etc.) Importance of performing table maintenance and meeting

customers’ needs throughout meal Common reasons for customers’ dissatisfaction and how to

handle them Importance of properly resolving customer complaints, to

preserve brand image Appropriate authorities for resolving issues and complaints Functions of point of sales systems Documentation required for opening and closing shifts Staff job descriptions and levels of authority Methods to brief, coach and mentor staff



The ability to:

Monitor customer service Handle customer complaints Handle payments and related issues Supervise opening and closing shifts and ensure completion

of relevant documentation Coach and mentor staff appropriately on service, safety,

grooming and attire, in accordance with organisational procedures and Workplace Safety and Health requirements



SOMMELIER



The ability to:

Identify areas of improvement in quality control processes



The ability to:

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




Learning to Learn


The ability to:







their work output


(where applicable)





SOMMELIER





Version Control



Singapore



SOMMELIER




Beverage

Skill Supervise Bar Service

Skill Description This skill describes the ability preparie for operations, supervise service delivery and maintaining work areas at the bar.




Types and uses of tools and equipment in a bar Job descriptions, levels of authority and duties required at the

end of shift, in terms of operations Bar product knowledge Bar order processing Staff grooming and attire, and cleanliness of bar Types and methods to complete documentation related to bar

services Appropriate storage conditions for food and beverages Par stock quality, quantity levels and methods of

maintainance Methods to secure inventory Coaching, mentoring and leadership skills Selling techniques Bill issuance and verification Cost analysis methods Importance of having a 'hospitality first' mindset Various techniques and procedures to handle incidents and

customers' complaints for different situations



The ability to:

Supervise and conduct spot checks on beverage preparations and order delivery

Monitor bar counters, bar inventory and requisitions Complete opening and ending shift duties and the

documentation required Engage and communicate with staff Train, coach and mentor staff on product and service

knowledge



SOMMELIER

Handle and resolve customers complaints, 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:


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





their work output

Range of Application Food safety and health requirements must include:



SOMMELIER

(where applicable)






Version Control



Singapore



SOMMELIER




Beverage

Skill Understand New World Wine Producing Countries

Skill DescriptionThis skill describes the ability to classify the major New World wine producing countries, and examine wine history, wine laws, growing regions, viticulture and winemaking in these countries.




Major wine producing countries of the New World and major geographical elements that affect New World wine productions

Differences between New World and Old World wines History of winemaking in the New World countries Differences among individual New World countries' wine laws Geopolitical developments in New World countries and their

impact on wine companies Types of climatic conditions of major wine growing regions of

New World countries Types of grape varieties wine production and wine styles of

major wine growing regions in individual New World countries Methods of wine tasting and noting of the New World wines Labelling guidelines Types of information provided on wine labels and how they

differ across countries



The ability to:

Classify major wine producing countries of the New World Discuss the significance of major geographic conditions that

affect New World wine production Differentiate wines of the Old World and New World Discuss the history of winemaking and regulations in the New

World Countries and how the production of wines are governed by laws in individual New World countries

Assess the effect of major geographic and climatic conditions that affect wine production in individual New World countries

Evaluate the types and characteristics of grape varieties of individual New World countries



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Relate geographical conditions, viticulture and winemaking to the wines of major wine growing regions of New World countries

Communicate information effectively to customers and staff Demonstrate product knowledge by effectively sharing

characteristics of various wines and making recommendations for customers



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



The ability to:

Align 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

It refers to the ability to develop and improve one’s self within and outside of one’s area of 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 Update constantly 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 Provide recommendations on changes to brand standards to

align with the evolving needs of the business and external Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1.

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SOMMELIER

environment Ensure that there are standard procedures in place and

consistency in work output is maintained


(where applicable)

It refers to the critical circumstances and







Version Control



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SOMMELIER




Beverage

Skill Understand Old World Wine Producing Countries

Skill Description

This skill describes the ability to classify the important wine producing countries of Europe, examine the European Union (EU) regulations related to wine classification and labelling, wine laws, growing regions, viticulture and winemaking in the Old World.




Major wine producing countries of Europe and major geographical elements that affect European wine production

History of EU wine regulations, Protected Designation of Origin (PDO) classification, Protected Geographical Indication (PGI) classification, wine classification and EU labelling laws

Differences among individual European countries' wine laws Types of climatic conditions of major wine growing regions of

individual European countries Types of grape varieties, wine production and wine styles of

major wine growing regions in European countries Different characteristics of Old World wines Developments in European geopolitical situations and their

impact on wine companies Labelling guidelines Types of information provided on wine labels and how they




The ability to:

Classify major wine producing countries in Europe Discuss the history of EU wine regulations and how the EU

regulations influence different national policies Relate the EU Protected Designation of Origin (PDO),

Protected Geographical Indication (PGI) and wine classifications to the classifications of individual countries

Assess the economic and non-economic value of EU labelling laws

Recognise the impact of individual country laws on wine



SOMMELIER

production Assess the effect of general geographic conditions that

influence wine production in individual European countries Evaluate the types and characteristics of grape varieties of

individual European countries Relate geographical conditions, viticulture and winemaking to

the wines of major wine growing regions of individual European countries

Communicate and make recommendations regarding Old World wines to customers

Educate staff on Old World wines, in accordance with organisational procedures and recipes, food and Workplace Safety and Health requirements



The ability to:





The ability to:







SOMMELIER

Learning to Learn


The ability 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)








Version Control



Singapore



SOMMELIER




Beverage

Skill Understand Sparkling, Sweet and Fortified Wines

Skill Description This skill describes the ability to analyse sparkling, sweet and fortified wines and their characteristics.




Types, flavours and characteristics of sparkling, sweet and fortified wines

Types of grapes used for sparkling, sweet and fortified wines Major styles of sparkling and sweet wines made from each

grape varietal Different growing regions of grapes for sparkling, sweet and

fortified wines Production types of sparkling, sweet and fortified wines Importance of product knowledge and sales techniques Labelling guidelines Types of information provided on wine labels and how they




The ability to:

Classify the types of sparkling, sweet and fortified wines, their origins and the grapes used to prepare them

Evaluate the flavours and characteristics of sparkling, sweet and fortified wines by tasting and note taking

Relate the production method to various international sparkling, sweet and fortified wines

Curate a good selection of wines that caters to different needs and preferences of the market

Make recommendations for customers on selection of sparkling, sweet and fortified wine

Guide and train staff on serving sparkling, sweet and fortified wines, in accordance with organisational procedures and recipes, food and Workplace Safety and Health requirements

Innovation and Value The ability to:



SOMMELIER

Creation






The ability to:





Learning to Learn


The ability to:





Ensure that there are standard procedures in place and consistency in work output is maintained


(where applicable)



Workplace Safety and Health Regulations under the WSH Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1.

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SOMMELIER




Beverage

Skill Understand Viticulture, Vinification and Wine Packaging

Skill DescriptionThis skill describes the ability to analyse the science of viticulture, examine the processes used in vinification and analyse the processes used in the maturation and packaging of wine.




Different types of grapes, their anatomy and the importance of growing environments to grapes

Wine tasting and classification techniques and methods 6S's of wine tasting and formal wine tasting notes Vinification process and techniques for harvesting, selecting,

processing and fermenting grapes Proper wine storing methods and their importance to wine

maturation Wine packaging and labelling guidelines Types of information provided on wine labels and how they




The ability to:

Taste and analyse wine using the 6S wine tasting method Classify wines based on age, viticulture and vinification

processes Assess the quality of wines based on viticulture and

vinification processes Store wines properly and assess the effects of storage

containers Obtain information from wine labels and observe wine

labelling errors Guide and educate others on tasting, assessing and

maintaining the quality of wine, viticulture and vinification processes of wine, in accordance with organisational procedures and recipes, food and Workplace Safety and Health requirements

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

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Creation





The ability to:





Learning to Learn


The ability to:


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





their work output


(where applicable)



Workplace Safety and Health Regulations under the WSH Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1.

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Version Control



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SOMMELIER

Skill Code SVCF-IR-301C-1

Skill Category Information and Results


Skill Manage Service Performance

Skill DescriptionThis skill describes the ability to manage service quality and customer satisfaction in an organisation. This includes assessing service performance gaps, communicating and monitoring service performance levels.




Importance of organisation’s service standards Types of service performance gaps Methods to gather service performance data Methods to communicate the organisation’s service performance to the

team Platforms to motivate service team to uphold organisation service

standards Methods to motivate team to achieve service excellence Methods to monitor effectiveness of actions taken



The ability to:

Gather data related to the organisation’s service performance Analyse organisation’s service performance data with organisation’s

service standards and industry performance data to ascertain performance gaps

Monitor service performance levels for effectiveness of actions taken


It refers to the ability to generate purposive ideas to improve work performance and/or enhance business

The ability to:

Propose suggestions to address service performance gaps



SOMMELIER

values that are aligned to organisational goals.



The ability to:

Communicate service performance levels to motivate team to achieve service excellence

Learning to Learn


The ability to:

Use past mistakes as learning opportunities to motivate team to achieve service excellence

Keep abreast of customer satisfaction by collecting customer feedback to maintain levels of service excellence


(where applicable)


An organisation’s service standards may be defined as the commitment to a level of service performance that an organisation’s customers can expect. This includes:• Standards for customer enquiries which set out how customers may

contact the organisation for queries, e.g. queries may be received by email, telephone, mail or fax

• Standards for timeliness which indicate how long a customer should wait to be served, e.g. waiting times

• Standards for accuracy which stipulate that information provided to customers should be up to date, free of errors, and complete

Methods to collect service performance data may include:• Interviews with customers

• Observations of service environment

• Surveys and feedback forms from customers

• Data from organisation’s service performance monitoring systems comparing service performance data with organisation service standards

Suggestions to address service performance gaps must include:• Details of area of improvement



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• Impact of non-improvement

• Suggestions for improvement

• Considerations for suggested improvement

• Possible impact of improvement on the organisation

Methods to motivate service team to achieve service excellence may include:• Addressing challenges faced by the team in upholding organisation’s

service standards• Recognising individuals who consistently meet or exceed expectations

• Celebrating service team’s success when organisation service standards are met or exceeded

• Inviting suggestions from team on how to close service gaps

• Coaching individuals to improve service performance

Version Control


SVCF-IR-301E-1 1-Sep-16 Initial Version WDA



SOMMELIER

Skill Code FSS-INO-4003-1.1

Skill Category Innovation

Skill Sub-Category (where applicable) N/A

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.




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



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 Monitor and analyse productivity performance data using



SOMMELIER

analysis tools Report and recommend productivity improvements for

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



The ability to:





The ability to:

Aligning organisational compliance procedures and policies with food handling legislative requirements to meet quality standards




Learning to Learn


The ability to:


Coach others to overcome constraints at work Constantly update learning in relevant work area to adapt to



Ensure that there are standard procedures in place and Copyright 2017 © SkillsFuture Singapore Agency. All rights reserved. Version 1.1.

47


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consistency in work output is maintained


(where applicable)







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Skill Code SVCF-LS-301C-1

Skill Category Leadership


Skill Role Model the Service Vision

Skill Description

This skill describes the ability to demonstrate the characteristics of a role model and promoting a customer-centric culture within the team to achieve service excellence. It also includes encouraging a team in service delivery and monitoring the performance of the team and oneself.




Characteristics of a role model Organisation’s vision, mission and values Methods to demonstrate the organisation’s vision, mission and values Methods to encourage team to deliver service Methods to promote a customer centric culture Methods to monitor performance of self and team



The ability to:

Demonstrate the characteristics of a role model that reflect the organisation's vision, mission and values

Promote a customer-centric culture within the service environment to achieve service excellence


It refers to the ability to generate purposive ideas to improve work performance and/or enhance business values that are aligned

N/A



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to organisational goals.



The ability to:

Encourage team to deliver service in accordance with organisation guidelines

Learning to Learn


The ability to:

Monitor performance of self and team to ensure consistency with the organisation’s guidelines through customer feedback


(where applicable)


A role model sets an example for others by walking the talk and acting in ways that are consistent with organisational vision, goals and objectives. This must include:

Performing tasks at all levels of the team structure Employing effective communication techniques Displaying the qualities and characteristics of a service professional

A customer-centric culture is one where there is strong desire for teams to provide value-added, positive consumer experience that leads to sustained competitive advantage in both the short-term and long-term for organisational success.



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Skill Code SVCF-PP-301C-1Skill Category People and Relationship

Management


N/A

Skill Coach for Service Performance

Skill Description

This skill describes the ability to coach individuals for service performance. It also includes using coaching techniques to close service gaps and monitoring the progress of individuals for improvements in service performance.




Characteristics and roles of a coach in coaching for service performance

Components of a coaching plan Methods to identify areas of improvement Techniques for coaching Barriers to learning Techniques for monitoring individuals for improvements in service

performance Methods to provide feedback to individuals on service performance



The ability to:

Review feedback on individuals’ work performance to identify root causes of performance gaps

Prepare coaching plan for individuals taking into account barriers to learning

Use coaching techniques to address service performance issues Monitor progress of individuals for improvements in service

performance through customer feedback



SOMMELIER



N/A



N/A

Learning to Learn


The ability to:

Reflect on own coaching style to review the suitability and effectiveness in coaching individuals



SOMMELIER


(where applicable)


A coaching plan is used to guide and manage coaching delivery to ensure that coaching objectives are met. The coaching plan must outline:

Objectives of coaching, which should include areas for development for the individuals

Roles and responsibilities of the coach and the individuals Areas of development for the individual Coaching techniques and styles Key milestones Methods to monitor progress Providing feedback

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Skill Code ES-IP-402G-1

Skill Category People and Relationship Management


Skill Develop a Work Team

Skill DescriptionThis skill describes the ability to establish teams and allocate resources in achieving organisational goals. It also includes cultivating open communication for teamwork and evaluating the progress of the team.




Critical factors in building a high performance team Characteristics and impact of team synergy on team performance Techniques for team building and development Coaching process aligned to organisational vision and business goals Platforms and tools to create opportunities for team members to

contribute ideas and skills Components of systems to recognise contributions of team members Implications of diversity issues on coaching Components of systems for development of staff Motivational theories related to rewards and recognition for staff Ways to determine trends in team performance



The ability to:

Analyse the types of teams required and their value in achieving organisational goals

Identify and elect work team members and align roles, responsibilities, objectives and expectations of the work team to organisational goals

Delegate tasks and allocate resources to facilitate work team towards the achievement of goals and objectives, taking into consideration diversity issues

Evaluate impact of task and role delegation among team members on team synergy and make adjustments where necessary in accordance to criteria set

Encourage teamwork and foster commitment and sense of ownership among team members based on team building and development techniques

Assess the barriers to group interaction and communication and



SOMMELIER

establish infrastructure to facilitate knowledge management and work team coaching which is aligned to organisational vision and business goals



The ability to:

Monitor and evaluate team progress and performance in achievement of goals and objectives



The ability to:

Communicate the roles, responsibilities, objectives and expectations to the work team and empower team members to accomplish them

Communicate feedback to team using the most suitable means and data and provide recommendations to improve performance

Recognise and reward team work and performance taking into consideration implications of diversity issues

Learning to Learn


The ability to:

Seek feedback from peers and supervisors to improve own future performance



SOMMELIER


(where applicable)


N/A

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Skill Code ES-IP-401G-1



Skill Lead Workplace Communication and Engagement

Skill Description

This skill describes the ability to lead workplace communication through the implementation of communication strategies and mechanisms. It also includes using negotiation strategies to achieve organisational goals and win-win outcomes.




Communication strategies, tools and methods associated with the various communication mechanisms to meet organisational goals and objectives and their features

Types and dimensions of organisational culture and their characteristics

Dimensions of conflict or dispute Desired goals to be achieved as a outcome of negotiation Motivations, priorities, interests and inclinations of stakeholders

involved in a negotiation Importance of considering cultural factors and various diversity issues

that affect the communication in a negotiation process Factors affecting the prioritising of goals and evaluation of possible

trade-offs Steps to develop relevant details and supporting arguments for

negotiation Negotiation styles and tactics for countering other party’s style and their

characteristics Sources of power, conflict and obstacles to a successful negotiation

and their implications in a negotiation



SOMMELIER


The ability to:

Conduct research on best practices in workplace communication, evaluate their suitability for adoption and establish benchmarks for the organisation

Develop communications plan to implement communication strategies and mechanisms to meet organisational goals and objectives

Evaluate employees’ level of acceptance of organisation’s vision, mission and core values and take corrective actions where needed

Evaluate effectiveness of communication strategies and mechanisms and implementation plan according to criteria set

Establish the actual causes of conflict or dispute and plan for negotiation taking into account organisational goals and objectives

Assess negotiation situation and develop negotiation strategies taking into consideration diversity issues

Evaluate negotiation process and delegate appropriate follow-up actions in a timely manner based on accurate and objective analytical techniques



The ability to:

Evaluate gaps and barriers in workplace communication based on determined benchmarks and establish communication strategies and mechanisms that meet organisational goals and objectives



The ability to:

Use communication strategies to influence organisational culture and motivate employees to commit to the organisation’s vision, mission and core values

Conduct negotiation to achieve organisational goals and win-win outcomes by applying negotiation strategies and effective communication skills




SOMMELIER


Reflect on gaps in own communication and negotiation style to make adjustments for future interactions


Range of Application N/A

(where applicable)


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Skill Code SVCF-PP-302C-1



Skill Manage a Diverse Service Environment

Skill Description

This skill describes the ability to manage a diverse service environment. It also includes promoting inclusiveness, building team cohesion and managing diversity challenges and opportunities that may have implications on service delivery.




Types of diversity markers and their implications at work Strategies to build team cohesion to achieve organisational service

excellence Methods to assess diversity challenges and opportunities Methods to manage diversity challenges and opportunities in the

service environment



The ability to:

Incorporate team building activities into work schedules to build an inclusive work environment

Build team cohesion to achieve organisational service excellence Manage diversity challenges and opportunities that have implications

on service delivery



The ability to:

Translate diversity challenges into opportunities to foster team cohesion and enhance service delivery



SOMMELIER




The ability to:

Conduct sharing sessions to build awareness of diversity among team members


Enhance one’s handling of team diversity by keeping abreast of team diversity issues through feedback channels and by observing employee interactions


Range of Application Inclusiveness may be defined as showing respect for people from diverse backgrounds. An inclusive environment is one that creates a sense of belonging and encourages and supports its members with positive and specific feedback.

Diversity in the workplace refers to the presence of people from a wide range of backgrounds and possessing different traits.

Strategies to build team cohesion to achieve organisational service excellence must include:

Assigning roles, duties and responsibilities among team members to achieve common goals and objectives

Specifying the importance of working towards common goals Ensuring understanding of organisation’s vision, mission and values

among team members Building relationships with team members Building and maintaining trust, respect and rapport with team, which

must include:o Supporting mutual concern and camaraderieo Affirming respect for individual behaviours and differenceso Facilitating team building activities to develop a strong team

identityo Arranging for job rotation for team members to better appreciate

(where applicable)




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otherswork process

o Encouraging mutual acceptance among team members Fostering a culture of transparency in the organisation to encourage

openness to share among team members

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Skill Code FSS-PPM-4001-1.1

Skill CategoryPeople and Relationship Management


Skill Supervise, Motivate and Empower Staff

Skill Description

This skill describes the ability to supervise, motivate and empower staff. It also includes planning staff rosters and addressing job performance concerns, in accordance with organisational procedures.




Organisational policies and procedures for planning staff rosters

Processes for developing staff rosters Factors to consider in assigning tasks to staff Effective listening and communication skills Methods to motivate and empower staff Means to empower team members to achieve organisational

goals Methods of conducting on-the-job supervision to enhance

work performance Techniques for providing positive and negative feedback to

staff Processes for resolving employee conflicts



The ability to:

Comply with legal, industry and organisational requirements in roster planning

Review and make amendments or adjustments to duty rosters, in response to contingencies

Communicate roster details, including tasks and expectations, to staff

Apply effective leadership skills, including being a role model to motivate staff

Employ means to effectively enhance co-worker relationships to achieve organisational goals

Apply effective empowerment for organisational effectiveness Conduct on-the-job supervision to ensure organisational



SOMMELIER

goals are achieved Address staff performance concerns based on assigned

tasks Resolve conflicts between staff, in accordance with

organisational policy



The ability to:

Provide positive and negative feedback to improve staff job performance



The ability to:

Empathise, listen and read staff proactively to address job performance concerns when motivating staff

Learning to Learn


The ability to:

Self-reflect and review own effectiveness in supervising, motivating and empowering staff

Update own learning in ways to supervising, motivating and empowering staff



SOMMELIER


(where applicable)


N/A

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Skill Code FSS-PDV-5001-1.1

Skill Category People Development


Skill Conduct Orientation and Training

Skill Description This skill describes the ability to conduct orientations, plan training sessions, conduct and evaluate trainings.




Purpose of orientation and training sessions Orientation and training checklists Impact of successful orientation and/or training on business

operations Techniques and importance of gathering feedback from

participants Concept of adult learning principles and individual learning

styles Techniques for delivering training material Importance of using demonstrations to enhance learning Purpose and importance of performance evaluations Different forms of evaluation



The ability to:

Create orientation and training plans, after determining needs and objectives

Conduct orientation and on-the-job trainings and create positive learning environments

Adapt orientation and/or training to meet learning styles Seek feedback from participants Assess the impact of training towards change in actual

performance Adjust training and orientation plans in accordance with

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


It refers to the ability to

The ability to:




SOMMELIER

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



The ability to:


Establish good rapport with customers and internal stakeholders

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

Exhibit integrity and ethical behaviour at the workplace

Learning to Learn


The ability to:

Identify gaps in learning and select approaches to close the learning gaps and improve on quality of tasks assigned

Provide feedback to co-workers and/or supervisors 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-workers and/or supervisors for self



their work output


(where applicable)






Relevant food regulations under the Agri-Food and Veterinary



SOMMELIER

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

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Skill Code LPM-PER-301C-0

Skill Category Personal Management and Development


Skill Develop Self to Maintain Professional Competence at Supervisory Level

Skill DescriptionThis skill describes the ability to communicate effectively in a team and lead team decision making. It also includes developing and maintaining one’s professional competence.




Legal and ethical considerations relating to team communication, development of professional competence, and decision making within the team

Organisational policies and procedures relating to communication at all levels within the organisation, and development of professional competence

Implications and impact of decision making processes on employees and the organisation

Types of communication style practiced at the workplace Statistical analysis skills to support decision making processes



The ability to:

Seek comments and feedback to ensure message is received and understood

Gather necessary information for decision making and explain process to team members to facilitate decision making process

Work with team to develop, assess and select most appropriate decision to meet team and organisation objectives based on success rate and risk factor considerations



SOMMELIER



The ability to:

Address barriers to communication to improve team collaboration and effectiveness



The ability to:

Use appropriate communication style and verbal and non-verbal cues to communicate ideas and concepts in the workplace

Recognise own emotional states, their causes and effects on one's communication with others to maintain positive interpersonal relationships

Learning to Learn


The ability to:

Review performance to identify strengths and limitations of one’s professional competence and seek opportunities to address gaps in relation to one’s work role

Maintain communication and engagement with team members and supervisor to identify new and emerging areas of professional practice


(where applicable)


N/A



SOMMELIER

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Skill Code FSS-PN1-4001-1.1

Skill Category Planning and Implementation


N/A

Skill Maintain Inventories

Skill DescriptionThis skill describes the ability to maintain inventories. It also includes maintaining minimum stock and product levels, maintaining storage areas and taking inventory.




Concept, definition, and importance of minimum stock levels Methods to perform receiving, stocktaking and inventory

count systematically Importance and methods of securing and maintaining storage

areas and access control Methods to handle unusable inventory



The ability to:

Maintain minimum stock levels and replenish stock to appropriate levels

Execute stock counts Receive and store stocks according to guidelines Monitor and maintain condition and operation of storage area Impact of inventory levels on cost (i.e. just in time delivery)



The ability to:




SOMMELIER



The ability to:





Learning to Learn


The ability to:







their work output


(where applicable)


N/A

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Skill Code SVCF-PL-301C-1

Skill Category Planning and Implementation


N/A

Skill Manage Operations for Service Excellence

Skill Description

This skill describes the ability to manage resources, along with the use of organisational guidelines to manage service operations. It also includes implementing service operations to achieve service excellence, resolving performance issues and monitoring feedback from customers.




Types of resources required by the organisation for service operations Organisation’s guidelines to support service operations Methods to implement guidelines for service operations Types of performance issues related to service operations Process of resolving performance issues Sources of feedback on service operations Process of monitoring feedback on service operations



The ability to:

Identify resource requirements required at various points of the organisation’s service value chain

Ensure adequacy of resources for implementation of service operations plan

Re-deploy resources to cater to high volume traffic Review service performance issues to determine root causes and likely

impact on customer Implement solutions to resolve performance issues Monitor feedback from customers and team on service operations


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

The ability to:

Review resource requirements to optimise resource allocation Evaluate solutions to resolve performance issues



SOMMELIER

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



The ability to:

Brief service team on their role in implementation of service operations plan

Learning to Learn


The ability to:

Keep abreast of trends in resource allocation to ascertain viability of new methods to the organisation


(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.

Sources of a service value chain must include:

Service blueprint Customer journey map

A service operations plan is an organisational roadmap that charts out the key organisational functions and resources which are required in order to meet, or exceed, customer expectations. It must include: Preparation for service operations Execution of service operations to customer



SOMMELIER

Organisation guidelines to support service operations On-going monitoring for adherence to organisation’s service standards

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Skill Code FSS-QUA-5005-1.1

Skill Category Quality


Quality Management System

Skill Manage Quality Systems and Processes

Skill DescriptionThis skill describes the ability to manage customer expectations, monitor costs of quality and assuring work processes are performing in an acceptable manner using statistical techniques.




National and international quality standards Workplace quality system requirements Scopes of quality systems and processes Customer expectations Dimensions of quality Costs of quality Communication means Use of statistical process control tools for measuring and

tracking quality performance Quality issues resolution processes



The ability to:

Determine workplace quality system requirements based on the adopted national and/or international quality standards

Gather customer expectations data on quality aspects of products and services

Perform statistical evaluation of work processes related to products’ and services’ quality performance

Disseminate statistical evaluation outcomes to relevant stakeholders within the organisation for decision-making

Plan quality cost savings and/or improvement activities to manage costs of quality at the workplace

Track the quality performance of the products and services in accordance with organisational quality system requirements

Resolve issues associated with non-conformity to quality standards

Prepare reports on quality performance of the products and services to fulfil the quality system requirements



SOMMELIER



The ability to:

Conduct costs of quality analysis related to the products and services and identify areas for improvement in accordance with organisational quality system requirements



The ability to:

Communicate customers’ expectations on quality aspects of products and services to relevant stakeholders within the organisation, in accordance with organisational procedures

Lead and manage co-workers and staff to achieve the desired results on costs of quality at the workplace

Learning to Learn


N/A


(where applicable)


N/A



SOMMELIER

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Skill Code FSS-SNM-4001-1.1

Skill Category Sales and Marketing


Skill Maintain Displays

Skill Description This skill describes the ability to maintain displays. It also includes planning, setting up and maintaining displays.




Consideration factors in planning displays Maintenance guidelines for displays, including security,

safety, housekeeping and hygiene Types of display units Various resources from suppliers Principles of visual display and merchandise presentation Methods and tools to clean the display Common information on the display units Customers' reactions to displays Procedures of dismantling of displays



The ability to:

Review display plans Source for required resources for displays Prepare and set up displays items, units and equipment Check visual appeal of displays regularly Maintain cleanliness and visual appeal of displays Dismantle displays appropriately in accordance with

organisational procedures.



The ability to:




SOMMELIER




The ability to:





Learning to Learn


The ability to:







their work output


(where applicable)



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






SOMMELIER

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Skill Code FSS-SEM-4002-1.1

Skill CategorySite/Outlet and Equipment Management


Skill Implement Site/Outlet and Equipment Maintenance Plans

Skill Description

This skill describes the ability to implement site and/or outlet and equipment maintenance plans. It also includes determining site and/or outlet maintenance requirements, scheduling and monitoring maintenance activities, monitoring use and maintenance of equipment and implementing environmental programmes.




Site and/or outlet maintenance plans and their importance to performing maintenance work

Equipment usage and maintenance requirements according to manufacturers' instructions

Resources needed to carry out maintenance tasks Common sources of information about maintenance needs

and schedules Importance of ensuring maintenance activities follow

manufacturers' guidelines, timelines and specifications Training requirements for maintenance staff and equipment

operators Importance of environment-friendly programmes for

operations in long-term Methods of motivating staff to carry out environmentally

conscious procedures



The ability to:

Determine maintenance needs and priorities Develop and implement maintenance schedules Source for necessary resources Maintain proper documentation on maintenance Ensure staff are trained appropriately for using and

maintaining the equipment Identify opportunities for implementing environmental

programmes Develop environmental programme action plans and share



SOMMELIER

with staff Provide updates to management with progress reports



The ability to:




The ability to:





Learning to Learn


The ability to:







their work output

Range of Application Food safety and health requirements must include:



SOMMELIER

(where applicable)






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Skill Code ES-JS-401G-1

Skill Category Workplace Safety and Health


N/A

Skill Manage Workplace Safety and Health System

Skill Description

This skill describes the ability to administer a Workplace Safety and Health (WSH) system at the managerial level. It also includes working in consultation with WSH personnel and committees in accordance with the WSH Act and establishing and evaluating WSH policies and risk control measures.




The responsibilities of the designated personnel and committees under WSH Act and its subsidiary legislation

The responsibilities of employees, supervisors and management in WSH

Organisation’s WSH system, general policies, procedures, programmes and evaluation guidelines

Management arrangements relating to regulatory compliance, hazards and risks, control measures and relevant expertise required

Importance of benchmarking WSH performance against national and international standards

Business continuity planning and risk assessment related to infectious disease outbreak

Potential impact of infectious disease outbreak on organisational business financials, staff and customers

Importance of assessing and reviewing workplace risk management activities in accordance with the guidelines provided by the WSH Act



SOMMELIER



The ability to:

Develop WSH policies and training programmes that meet identified training needs of employees and clearly express organisation’s commitment in accordance with the guidelines provided by WSH Act

Implement and maintain a relevant and consistent WSH system in the organisation

Incorporate WSH responsibilities and duties into job descriptions of all employees and facilitate the allocation of financial and human resources for the operation of WSH system in the organisation

Set up a system for monitoring and evaluating WSH records that allow identification of patterns of workplace injury and disease within the area of managerial responsibility

Assess and evaluate the effectiveness of the WSH system and related policies, procedures and programmes according to the organisation’s aims with respect to WSH

Develop a risk assessment procedure that is integrated within systems of work and procedures in the organisation

Assess the risks presented by identified hazards and develop measures to control assessed risks according to hierarchy of control, relevant WSH legislation, codes practice and trends identified from the WSH records systems

Develop procedures for on-going control of risks associated with hazardous events that meet legislation requirements in consultation with appropriate emergency services

Address hazard identification and risk control at the planning, design and evaluation stages of any change within the area of managerial responsibility to ensure that adequate risk control measures are included

Facilitate the provision of resources to enable implementation of new risk control measures in accordance with the organisational procedures



The ability to:

Resolve issues raised through consultation and develop improvements to the WSH system according to the procedures for issue resolution to ensure more effective achievement of the organisation’s aims with respect to WSH

Monitor and improve existing risk management activities and risk control measures to ensure procedures are adopted effectively throughout the area of managerial responsibility



SOMMELIER



The ability to:

Establish and maintain appropriate participative and consultative processes and outcomes readily accessible to employees according to the relevant WSH legislation and consistent with the organisation’s overall process for consultation

Learning to Learn


The ability to:

Update own knowledge in WSH legislation, codes of practice and industrial standards and conduct training for new operations and equipment


(where applicable)


Identify the responsibilities of a general worker and employee must include:

Working in compliance with the WSH Act Observing safe work procedure Reporting unsafe working conditions and work practices Reporting work-related incidents and accidents

Identify the responsibilities of a WSH committee must include: 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 health and safety concerns

Identify the responsibilities of a supervisory personnel, must include: Ensuring that worker uses suitable and adequate personal protective

equipment, and handles appropriate and non-faulty tools and equipment

Advising workers of potential and actual hazards and control measures 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



SOMMELIER

Identify the responsibilities of a WSH personnel must include: Exercising general supervision of compliance to the provision of WSH

Act and its subsidiary legislations made to ensure a safe and healthy workplace

Conducting WSH inspections in accordance with planned inspection, schedule and recommending corrective actions where needed

Monitoring effectiveness of implemented corrective actions Conducting investigation on incidents Promoting WSH

Identify the responsibilities of management must include: Establishing and maintaining a workplace safety management system

to self-regulate WSH issues Establishing and maintaining a WSH committee Taking reasonable and practicable measures so far as to ensure a safe

and healthy workplace for all employees Training employees on identification of potential hazards, compliance

with appropriate control measures and how to handle emergencies Supplying personal protective equipment to employees and ensuring

they know how to use the equipment safely and properly Reporting workplace accidents immediately to the relevant authorities

Establish and maintain the framework for WSH must include: Policy development and updating Determining the ways in which WSH will be managed. This must

include distinct WSH management activities, or inclusion of WSH functions within a range of management functions and operations such as:o Maintenance of plant and equipmento Purchasing of materials and equipmento Designing operations, work flow and materials handlingo Planning or implementing alterations to site, plant, operations or

work systems Mechanisms for review and allocation of human, technical and financial

resources needed to manage WSH, including defining and allocating WSH responsibilities for all relevant positions

Mechanisms for keeping up-to-date with relevant information and updating the management arrangements for WSH, for example, information on health effects of hazards, technical developments in risk control and environmental monitoring and changes to legislation

Mechanisms to assess and update WSH management arrangements relevant to legislative requirements

A system for communicating WSH information to employees, supervisors and managers within the enterprise



SOMMELIER

Establish and maintain a WSH training programme must include: Arrangements for on-going assessment of training needs, for example,

relating to:o Workers, supervisors and managerso Specific hazardso Specific tasks or equipment or process or chemicalo Emergencies and evacuationso Training required under WSH legislation

Allocation of resources for WSH training, including acquisition of training resources, development of staff training skills and purchase of training services

Induction training Training for new operations, materials or equipment

Establish and maintain a system for WSH records must include: Identifying records required under WSH legislation, for example:

o Workers’ compensation recordso Hazardous substances registerso Safety Data Sheets (formerly known as Material Safety Data

Sheets)o Major accident and injury notificationso Certificates and licences

Manufacturers and suppliers WSH information WSH audits and inspection reports Maintenance and testing reports Workplace environmental monitoring and health surveillance records Records of instruction and training First aid and medical treatment records

Benchmark WSH performance must include: Accident frequency rate Accident severity rate Fatality rate

Establish and maintain forms of participation and consultation that are specific to the workplace must include: Formal and informal meetings which include WSH WSH committees Suggestions, requests, reports and concerns put forward by employees

to management WSH inspections Audits Risk assessment and control Procedures for reporting of hazards, risks and WSH issues by

managers and employees Inclusion of WSH in other meetings and processes



SOMMELIER

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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.


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