quality assurance methodologies
Quality assurance principles, standard requirements, and the set of processes and activities used for measuring, controlling and ensuring the quality of products and processes.
Head waiters/waitresses manage the food and beverage service in a hospitality outlet or unit. They are responsible for the customer's experience. Head waiters/waitresses coordinate all actions involving customers such as welcoming guests, ordering, delivering the food and beverages and supervise financial transactions.
Competences and skills
45 ESCO relationsEssential knowledge 1 competence
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
0 competencesNo competences in this bucket.
Cross-sector
1 competenceEssential skills and competences 34 competences
Occupation specific
2 competencesbrief staff on daily menu
Inform staff on changes to the menus to ensure they have a good understanding of the dishes, their ingredients and possible allergens.
check prices on the menu
Control the menu in order to ensure that prices are correct and up-to-date.
Sector-specific
12 competencesadvise guests on menus for special events
Offer recommendations to guests on meal and drink items available for special events or parties in a professional and friendly manner.
assist VIP guests
Help VIP-guests with their personal orders and requests.
attend to detail regarding food and beverages
Perform great attention to all steps in the creation and the presentation of a qualitative product.
check dining room cleanliness
Control dining areas including their floor and wall surfaces, tables and serving stations and ensure appropriate cleanliness.
identify customer's needs
Use appropriate questions and active listening in order to identify customer expectations, desires and requirements according to product and services.
inspect table settings
Control table settings in order to ensure a correct table setup, including cutlery and glassware.
maintain relationship with customers
Build a lasting and meaningful relationship with customers in order to ensure satisfaction and fidelity by providing accurate and friendly advice and support, by delivering quality products and services and by supplying after-sales information and service.
manage restaurant service
Oversee the entire process of running the restaurant establishment such as managing employees and the mise-en-place.
plan menus
Organise menus taking into account the nature and style of the establishment, client feedback, cost and the seasonality of ingredients.
prepare tableware
Guarantee that plates, cutlery and glassware are clean, polished and in good condition.
store kitchen supplies
Keep delivered kitchen supplies for future use in a safe and hygiene place according to guidelines.
supervise food quality
Oversee the quality and safety of food served to visitors and customers according to food standards.
Cross-sector
20 competencesapply foreign languages in hospitality
Use the mastery of foreign languages orally or written in the hospitality sector in order to communicate with colleagues, customers or guests.
assist clients with special needs
Aid clients with special needs following relevant guidelines and special standards. Recognise their needs and accurately respond to them if needed.
coach employees
Maintain and improve employees' performance by coaching individuals or groups how to optimise specific methods, skills or abilities, using adapted coaching styles and methods. Tutor newly recruited employees and assist them in the learning of new business systems.
control of expenses
Monitor and maintain effective cost controls, in regards to efficiencies, waste, overtime and staffing. Assessing excesses and strives for efficiency and productivity.
execute opening and closing procedures
Apply standard opening and closing procedures for bar, store or restaurant.
greet guests
Welcome guests in a friendly manner in a certain place.
handle customer complaints
Administer complaints and negative feedback from customers in order to address concerns and where applicable provide a quick service recovery.
maintain customer service
Keep the highest possible customer service and make sure that the customer service is at all times performed in a professional way. Help customers or participants feel at ease and support special requirements.
- Scope note
- Might include keeping the customers informed about the current status of their orders or waiting times.
manage health and safety standards
Oversee all personnel and processes to comply with health, safety and hygiene standards. Communicate and support alignment of these requirements with the company's health and safety programmes.
manage stock rotation
Oversee stock levels, paying attention to expiry dates to diminish stock loss.
maximise sales revenues
Increase possible sales volumes and avoid losses through cross-selling, upselling or promotion of additional services.
measure customer feedback
Evaluate customer's comments in order to find out whether customers feel satisfied or dissatisfied with the product or service.
monitor billing procedures
Oversee that the billing procedure after a service is handled correctly.
monitor customer service
Ensure all employees are providing excellent customer service in accordance to company policy.
monitor work for special events
Oversee activities during special events taking into account specific objectives, schedule, timetable, agenda, cultural limitations, account rules and legislation.
plan shifts of employees
Plans shifts of employees to ensure completion of all customer orders and satisfactory completion of the production plan.
process payments
Accept payments such as cash, credit cards and debit cards. Handle reimbursement in case of returns or administer vouchers and marketing instruments such as bonus cards or membership cards. Pay attention to safety and the protection of personal data.
recruit employees
Hire new employees by scoping the job role, advertising, performing interviews and selecting staff in line with company policy and legislation.
- Scope note
- It may include recruiting volunteers.
supervise the work of staff on different shifts
Oversee the activities of the employees working in shifts in order to ensure continuous operations.
train employees
Lead and guide employees through a process in which they are taught the necessary skills for the perspective job. Organise activities aimed at introducing the work and systems or improving the performance of individuals and groups in organisational settings.
Optional knowledge 2 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
2 competencesfood waste monitoring systems
The characteristics, benefits and ways of using digital tools to collect, monitor and evaluate data on food waste in an organisation or hospitality establishment.
digitalgreen
sparkling wines
The varieties of sparkling wines and their match with food products.
Cross-sector
0 competencesNo competences in this bucket.
Optional skills and competences 8 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
5 competenceseducate customers on coffee varieties
Instruct customers about origins, characteristics, differences in flavours and blends of coffee products.
educate customers on tea varieties
Instruct customers about origins, characteristics, differences in flavours and blends of tea products.
monitor check-out point
Ensure check-out points have adequate cash available and are staffed appropriately.
monitor stock level
Evaluate how much stock is used and determine what should be ordered.
use resource-efficient technologies in hospitality
Implement technological improvements in hospitality establishments, as connectionless food steamers, pre-rinse spray valves and low flow sink taps, which optimise the water and energy consumption in dishwashing, cleaning and food preparation.
green
Cross-sector
3 competencesensure maintenance of kitchen equipment
Guarantee coordination and supervision of cleaning and maintenance of kitchen equipment.
handle surveillance equipment
Monitor surveillance equipment to observe what people are doing in a given area and ensure their safety.
process reservations
Execute customers' reservations in accordance to their schedules and needs by phone, electronically or in person.
- Scope note
- Includes reservations in restaurants, excludes booking of accommodation or transportation.