National Occupational Certificate: Food and Beverage Service Attendant

The qualification forms part of the career pathway for people working in the food and beverage industry with its alignment to food and beverage preparation services such as cooks.

The purpose of this qualification is to prepare a learner to function as a Food and Beverage Service Attendant.

A Food and Beverage Service Attendant serves food and beverages and provides customer service to customers.

A qualified learner will be able to

• Prepare and maintain the food and beverage serving area.
• Meet and interact with customers.
• Prepare hot and cold beverages.
• Attend to customers' needs, serve food and beverages.
• Conclude customer service and report on food and beverage serving inventory.

A qualified learner will demonstrate the following key attributes

• Attentive listening,
• Adaptability,
• Effective team player,
• Critical thinking,
• Customer-focused, and
• Health and safety oriented.

Rationale

The National Occupational Certificate: Food and Beverage Service Attendant has been designed to meet the growing need in South Africa for an entry-level qualification focused on providing food and beverage services within the hospitality industry. The qualification addresses the specific competencies required to attend to customers' food and beverage service needs and related aspects, such as being attentive to customer satisfaction and monitoring the quality of services rendered.

Similar Qualification(s)

Higher Certificate: Food and Beverage Management, NQF Level 5; 120 Credits.

National Diploma: Food and Beverage Management, NQF Level 5; 255 Credits.

With the growth in the hospitality and tourism industry in South Africa and Southern Africa, a need for suitably qualified Food and Beverage Service Attendants is realised. The National Occupational Certificate: Food and Beverage Service Attendant will address the need for skilled attendants who provide better service, enhancing the reputation of hospitality establishments. Well-trained attendants ensure a positive customer experience, leading to customer retention and positive reviews. Improved service quality attracts more tourists and clients, boosting the tourism and hospitality sector and creating diverse economic opportunities. The qualification thus contributes directly to the job creation, reducing unemployment rates and providing stable income sources and further career opportunities within the industry. The qualification instils adaptability, helping attendants cope with changing customer preferences and industry trends, which further supports the growth of the hospitality industry.

Society requires attendants who understand and adhere to health, safety, and hygiene regulations, ensuring legal compliance for businesses. The National Occupational Certificate: Food and Beverage Service Attendant qualification has a specific focus on quality-mindedness, which reduces the risk of foodborne illnesses and accidents, safeguarding both customers and businesses.

Typical learners include people who are already working within the hospitality industry and those who wish to enter the industry.

Representatives working in all spheres of the hospitality industry were consulted in the review of the qualification.

List typical occupations in which the qualifying learner will operate

• Food and Beverage Service Attendant.
• Waitron.
• Bartender.
• Wine Steward.

RPL for Access to Training

Learners may use the RPL process to gain access to training opportunities for a qualification if they do not meet the formal, minimum entry requirements for admission. RPL assessment provides an alternative access route to a qualification.

Such an RPL assessment may be developed, moderated, and conducted by the accredited Skills Development Provider which offers that specific qualification. Such an assessment must ensure that the learner is able to display the equivalent level of competencies required for access, based on the NQF level descriptors.

RPL for exemption from modules

For exemption from modules through RPL, learners who have gained the stipulated competencies of the modules of a qualification through any means of formal, informal or non-formal learning and/or work experience may be awarded credits towards relevant modules, and gaps identified for training, which is then concluded.

RPL for credits

Learners who have gained the stipulated competencies of the modules of a qualification, part-qualification through any means of formal, informal or non-formal learning and/or work experience, may be awarded credits towards relevant modules, and gaps identified for training, which is then concluded.

RPL for Access to the External Integrated Summative Assessment (EISA)

A valid Statement of Results is required for admission to the EISA in which confirmation of achievement is provided that all internal assessment criteria for all modules in the related curriculum document have been achieved.

Upon successful completion of the EISA, RPL learners will be issued with the QCTO certificate for the qualification. Quality Partners are responsible for ensuring the RPL mechanism and process for qualifications is approved by the QCTO.

Entry Requirements

An NQF Level 3 qualification.

This qualification is made up of compulsory Knowledge, Practical Skill and Work Experience Modules

Knowledge Modules

• 513102-001-00-KM-01, Principles of Personal Hygiene and Safety, NQF Level 3, 3 Credits.
• 513102-001-00-KM-02, Principles of Workplace Safety, NQF Level 4, 5 Credits.
• 513102-001-00-KM-03, Fundamentals of Food Safety and Quality Assurance, NQF Level 4, 5 Credits.
• 513102-001-00-KM-04, Numeracy, Units of Measurement and Computer Literacy, NQF Level 3, 3 Credits.
• 513102-001-00-KM-05, Introduction to the Kitchen, Restaurant Hospitality and Catering Industry, NQF Level 3, 3 Credits.
• 513102-001-00-KM-06, Theory of Commodity Resource Management, NQF Level 4, 3 Credits.
• 513102-001-00-KM-07, Personal Development in the Hospitality and Catering industry, NQF Level 3, 4 Credits.
• 513102-001-00-KM-08, Principles of Customer Service, NQF Level 4, 4 Credits.
• 513102-001-00-KM-09, Fundamentals of Serving Food, NQF Level 4,14 Credits.
• 513102-001-00-KM-10, Fundamentals of Serving Alcohol and Non-Alcoholic Beverages, NQF Level 4, 10 Credits.

Total number of credits for Knowledge Modules: 54

Practical Skill Modules

• 513102-001-00-PM-01, Display Food and Beverage Customer-Centric Conduct, NQF Level 4, 10 Credits.
• 513102-001-00-PM-02, Prepare and Maintain a Food and Beverage Area for Serving, NQF Level 4, 12 Credits.
• 513102-001-00-PM-03, Prepare Basic Hot and Cold Beverages, NQF Level 4, 10 Credits.
• 513102-001-00-PM-04, Interact with Customers and Serve Food and Beverages, NQF Level 4, 12 Credits.
• 513102-001-00-PM-05, Conclude Customer Service and Manage Inventory, NQF Level 4, 12 Credits.

Total number of credits for Practical Skill Modules: 56

Work Experience Modules

• 513102-001-00-WM-01, Preparation and Maintenance of a Food and Beverage Area for Serving, NQF Level 4, 14 Credits.
• 513102-001-00-WM-02, Interaction with Customers and Serving Food, NQF Level 4, 14 Credits.
• 513102-001-00-WM-03, Preparation of Basic Beverages, NQF Level 4, 14 Credits.
• 513102-001-00-WM-04, Interaction with Customers and Serving Beverages, NQF Level 4, 14 Credits.
• 513102-001-00-WM-05, Concluding Customer Service, NQF Level 4, 14 Credits.

Total number of credits for Work Experience Modules: 70

1. Apply procedures to prepare and maintain food and beverage serving areas according to standard methods, procedures, or techniques, applying safety protocols as required.
2. Demonstrate the capacity to welcome and interact with customers by applying essential customer service and communication methods, procedures, and techniques.
3. Demonstrate an ability to prepare basic hot and cold beverages, applying standard methods, procedures, techniques, and safety protocols as required.
4. Demonstrate an ability to attend to customers' needs, serve food and beverages, gathering and interpreting customer needs and adhering to food and beverage serving principles.
5. Perform a range of customer-focused activities to conclude customer service and manage food and beverage serving inventory, applying essential and relevant methods, procedures, and techniques.

Associated Assessment Criteria for Exit Level Outcome 1

ELO 1: Apply procedures to prepare and maintain food and beverage serving areas according to standard methods, procedures, or techniques, applying safety protocols as required.

• Monitor and maintain Health, Safety, and Security (including Hazard Analysis Critical Control Points) in a food and beverage environment in accordance with industry norms and standards.
• Set up and prepare tables, food and beverage equipment, utensils, and glassware in accordance with the establishment's protocols and industry best practice.
• Implement and maintain personal hygiene, professional appearance and personal development relevant to the employer and establishment's requirements and career aspirations.
• Maintain and monitor dining areas and service stations cleanliness and tidiness in accordance with establishment protocols and industry best practices.
• Monitor and maintain serving area stock levels in accordance with serving area requirements to assure serving area readiness and client satisfaction.

Associated Assessment Criteria for Exit Level Outcome 2

ELO 2: Demonstrate the capacity to welcome and interact with customers by applying essential customer service and communication methods, procedures, and techniques.

• Monitor and manage customer seating and turnaround cycle in accordance with establishment protocols and customer service and etiquette best practices.
• Greet, welcome and introduce customers to the service and menu options offered by the establishment and in accordance with customer service and creating a memorable experience best practice.
• Confirm and clarify customer needs, follow-up is proactively anticipated throughout their visit, upsell opportunities are identified and demonstrated, and advice on service options is offered based on establishment protocols and customer service best practices.
• Resolve customer complaints and conflict situations in the serving area with staff and or customers in accordance with people interaction principles and customer service principles.

Associated Assessment Criteria for Exit Level Outcome 3

ELO 3: Demonstrate an ability to prepare basic hot and cold beverages, applying standard methods, procedures, techniques, and safety protocols as required.

• Prepare basic alcoholic and non-alcoholic beverages as per customer requests and establishment protocols.
• Confirm and top up stock levels.
• Prepare basic hot and cold beverages as per customer requests and establishment protocols.
• Select and utilise beverage equipment, utensils and glassware in accordance with preparation and serving requirements.
• Prepare basic garnishes and accompaniments in accordance with serving requirements.

Associated Assessment Criteria for Exit Level Outcome 4

ELO 4: Demonstrate an ability to attend to customers' needs, serve food and beverages, gathering and interpreting customer needs and adhering to food and beverage serving principles.

• Monitor and corrective action in quality and presentability of food and beverages being served is taken in accordance with establishment protocols and industry standards.
• Serve alcoholic and non-alcoholic beverages as per customer requests and customer service best practices.
• Serve hot and cold dishes as per customer requests and customer service best practices.
• Clear and reset tables, bar and serving to maintain customer serving readiness as per establishment protocols and customer service best practices.

Associated Assessment Criteria for Exit Level Outcome 5

ELO 5: Perform a range of customer-focused activities to conclude customer service and manage food and beverage serving inventory, applying essential and relevant methods, procedures, and techniques.

• Conduct payment processes as per cash and point-of-sale system protocols.
• Obtain customer information and satisfaction feedback in accordance with establishment protocols and customer satisfaction best practice protocols.
• Perform hand-over and cash-up duties as per establishment protocols and specific system operating procedures.
• Check inventory levels, and food, beverages, and restock other items as per establishment protocols.

Integrated Assessment

Formative Assessments conducted internally.

Formative assessments are conducted throughout the training of learners. A range of formal, non-formal, and informal ongoing assessment activities is used to focus on teaching and learning outcomes to improve learner attainment.

Formative assessments are conducted continuously by the facilitator to feed into further learning, to identify strengths and weaknesses, and to ensure the learner's ability to apply knowledge, skills and workplace experience gained.

Formative Assessments are conducted by the accredited Skills Development Provider (SDP), and a variety of ongoing assessment methods may be used, for example, quizzes, assignments, tests, scenarios, role play and interviews. Continuous feedback must be provided.

Integrated Summative Assessments conducted Internally.

Integrated Assessment involves all the different types of assessment tasks required for a particular qualification, such as a written assessment of theory and a practical demonstration of competence. To achieve this, the Internal Assessment Criteria (IAC) for all modules as found in the QCTO curriculum document must be followed.

An accredited SDP should implement a well-designed, formal, relevant, final internal Summative Assessment strategy for all modules to prepare learners for the EISA. These assessments evaluate learning achievements relating to the achievement of each module of the relevant components of the qualification.

Internal Summative Assessments are developed, moderated and conducted by the SDP at the end of each module or after integration of relevant modules, e.g. applied knowledge tests, workplace tasks, practical demonstrations, simulated tasks/demonstrations, projects, case studies, etc.

The results of these final formal summative assessments must be recorded. These results, which include the Statement of Work Experience results, where applicable, contribute to the Statement of Results (SoR) that is a requirement for admission to the EISA. An SoR, using the template provided by the Quality Partner, is issued by the accredited SDP for qualifications. The SDP must produce a valid Statement of Results for each learner, indicating the final result and the date on which the competence in each module, of each component, was achieved. Learners are required to produce this SoR, together with their ID document or alternative ID document, at the point of the EISA.

External Integrated Summative Assessment (EISA) - a national assessment

The Quality Partner is responsible for the management, conduct and implementation of the External Integrated Summative Assessment (EISA), in accordance with QCTO set standards. Competence in the EISA is a requirement for certificating a learner.

For entrance into the EISA, the learner requires a valid Statement of Results issued by the accredited institution indicating the attainment of all modules for the Knowledge, Practical and Work Experience modules.

The results of these final formal summative assessments must be recorded. These results, which include the Statement of Work Experience results, where applicable, contribute to the Statement of Results (SoR) that is a requirement for admission to the EISA. An SoR, using the template provided by the Quality Partner, is issued by the accredited SDP for qualifications and part-qualifications. The SDP must produce a valid Statement of Results for each learner, indicating the final result and the date on which the competence in each module, of each component, was achieved. Learners are required to produce this SoR, together with their ID document or alternative ID document, at the point of the EISA.