For more information about these standards, certification and other training products, please contact the:

Saskatchewan Tourism Education Council
(Division of Tourism Saskatchewan)
321 - 4th Avenue
SASKATOON SK S7K 2L9
www.stec.com

Phone: 1-800-331-1529
(306) 933-5900
Fax: (306) 933-6250

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1. Be Professional

• identify importance of being professional
• exhibit professionalism
• manage personal stress
• manage time
• make decisions
• improve knowledge and skills
  

 

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B. Communication

1. Communicate Effectively

• define effective communication
• outline benefits of effective communication
• define non-verbal communication
• describe types of questions
• listen effectively
• speak effectively
• write effectively
  

2. Use Communcation Tools

• outline importance of good telephone skills
• use effective telephone skills
• use electronic communication devices
• use business documents

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C. Food and Beverage Knowledge

1. Describe Food Knowledge

• identify common kitchen equipment
• define food preparation terms
• define cooking methods
• describe terms used for cooking meat
• describe meat cuts
• describe meat carving techniques
• describe domestic poultry
• describe fish cuts
• describe basic sauces and common derivatives
• describe types of soup
• list common special diets
  

2. Describe Beverage Knowledge

• describe wine classifications
• identify purpose of matching food and wine
• identify guidelines for matching food and wine
• describe how to open still red or white wine
• define distilled spirit
• describe categories of distilled spirits
• list major liqueur categories
• define bar terms
• identify guidelines for handling glassware
• identify differences between bottled/canned beer and keg/draught beer
• describe problems with draught beer
• describe drawing technique for draught beer
• describe cleaning procedure for draught beer lines
• outline beverage service procedures
  

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D. Sales

1. Use Product Knowledge

• identify property knowledge
• identify knowledge required to book functions
  

2. Use Selling Skills

• identify sales tools
• conduct client meeting
• identify common buying signals
• use sales incentives
• follow booking procedures
  

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E. Function Operations

1. Know Catering Terms

• describe room set-up terms
• define banquet and function terms
• define meeting terms
• define service styles
• outline function sheet information

2.Prepare for Function

• identify room set-up considerations
• identify common order for set-up of buffet
• identify guidelines for setting up and maintaining buffet
• organize function
• prepare for liquor service
• prepare for off-site catering function
• perform pre-function check
• conduct employee briefing before function
  

3. Manage Function

• supervise functions
• follow closing procedure
• complete function follow-up
  

4. Handle Difficult Situtations

• outline benefits of properly handling difficult
  situations
• outline reasons why guests complain
• outline reasons why guests do not complain
• handle complaints
• resolve difficult situations with guests
  

5. Manage Operations

• outline benefits of taking inventory on regular basis
• maintain inventory controls
• operate audio-visual equipment
• maintain facility and equipment
• identify common mechanical warewasher
  (dishwasher) problems and solutions
  

6. Follow Emergency Procedures

• follow emergency procedures

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F. Human Resource Management

1. Hire Staff

• describe human resource management
• develop human resource plan
• develop job descriptions
• develop employment application and interview forms
• recruit employees
• interview applicants
• select final candidate
• make job offer
• identify importance of personnel files
• maintain personnel files
  

2. Train Staff

• identify benefits of training
• conduct orientation for new employees
• plan employee training
• conduct training session

3. Supervise Staff

• identify benefits of staff meetings
• plan staff meeting
• conduct staff meeting
• motivate employees
• provide leadership
• handle employee complaints and problems
• enforce employee conduct policies
• prepare for performance review
• conduct performance review
• discipline employee
• lay off employee
• dismiss employee
• process resignations
  

4. Follow Payroll Procedures

• follow payroll procedures

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G. Tourism Awareness

1. Promote Tourism Awareness

• define tourism
• identify tourism sectors
• outline benefits of promoting tourism
• promote community

 

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H. Administration

1. Plan Activities

• define goals and objectives
  set goals and objectives
  develop and implement action plan
  develop policies
  delegate responsibilities

2. Implement Quality Standards

• implement quality standards

3. Administer Budget

• define budget terms
  develop budget
  implement and monitor budget
  control costs

4.Organize office

• manage office
• organize filing system

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I. Legislation

1. Comply with Legislation

• comply with legislation

 

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