sf food skills standards host 2017 · 2017. 8. 23. · skill interact and serve food and beverage...

SKILLS FRAMEWORK FOR FOOD SERVICES SKILL STANDARDS FOR

HOST / HOSTESS (GUEST RELATIONS OFFICER)

Important Points to Note about this Document This 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 1.0.

1

Occupation: Host / Hostess (Guest Relations Officer)

Occupation Description:

The Host/Hostess (Guest Relations Officer) is responsible for greeting arriving customers,

welcoming them into the establishment, and appointing a server/waiter to the customer.

He/She is also responsible for estimating wait times for customers, monitoring the guest

waiting list, and ensuring that the needs of the customers are met while they are waiting.

When required, he is expected to perform the tasks of a Waiter to bring dishes to

customers, and help in clearing and setting tables.

He should demonstrate a cheerful and friendly attitude, and possess great communication

skills and a passion for quality customer service.




2

The skills expected of the Host / Hostess (Guest Relations Officer) are summarised as

below:

Skill Category Skill

Analytical,

Conceptual and

Evaluative

1. Solve Problems and Make Decisions at Supervisory Level

Customer

Experience 2. Establish Relationships for Customer Confidence

Food and

Beverage Service

3. Interact and Serve F&B Customers

4. Perform Hosting Duties

Innovation 5. Manage Productivity Improvements

People and

Relationship

Management

6. Facilitate Effective Communication and Engagement at the

Workplace

7. Facilitate Effective Work Teams

Quality

8. Supervise Quality Procedures

Workplace Safety

and Health

9. Maintain Workplace Safety and Health Policies and

Procedures




3

Skill Code ES-ACE-302G-1

Skill Category Analytical, Conceptual

and Evaluative

Skill Sub-Category

(where applicable) N/A

Skill Solve Problems and Make Decisions at Supervisory Level

Skill Description

This skill describes the ability to acquire the skills to work with a team

of subordinates in practising problem-solving and decision-making. It

also includes anticipating and identifying potential problems, facilitating

team’s effort to resolve the problems, making appropriate decisions

and seeing implementation plans through.

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:

• Types of information to be gathered and analysed to identify and

confirm a problem

• Characteristics of appropriate problem-solving tools and

techniques

• Idea generation techniques and their characteristics

• Types of value and impact to be evaluated for selection of ideas

• Techniques to manage team conflict in decision-making process

• Factors affecting the effectiveness of an implementation plan

• Advantages and disadvantages of the various methods for

gathering feedback from relevant sources

• Methods used to identify deficiency in the implemented solution

and implementation plan and their characteristics




4

Application and

Adaptation

It refers to the ability to


and activities required

of the occupation, and

the ability to react to

and manage the

changes at work.

The ability to:

• Identify symptoms that could lead to potential problems at the

workplace using appropriate tools and techniques

• Apply logical deduction to anticipate and detect problems at the

workplace based on symptoms and relevant information gathered

• Analyse relevant information surrounding the perceived problems

and identify the exact problem using elimination process,

objective reasoning or process questioning

• Analyse the root causes of the problems at the workplace using

appropriate problem-solving tools and techniques

• Develop an implementation plan that addresses the root causes

of the problems and consider the impact to self and team at the

workplace

• Evaluate the effectiveness of the implemented solution and

implementation plan by analysing feedback gathered from

relevant sources

Innovation and Value

Creation The ability to:

• Select a solution among the shortlisted ones collectively with

team members using appropriate evaluative techniques and

criteria

• Formulate and execute modifications to restore and/or enhance

effectiveness of implemented solution and implementation plan


generate purposive

ideas to improve work

performance and/or

enhance business

values that are aligned

to organisational goals.




5

Social Intelligence

and Ethics The ability to:

• Facilitate generation of solutions to solve problems by

encouraging creativity among team members It refers to the ability to

use affective factors in

leadership, relationship

and diversity

management guided by

professional codes of

ethics.

Learning to Learn The ability to:

• Review the effectiveness of modifications made and analyse

learning points and best practices that can be used for future

reference


develop and improve

one’s self within and

outside of one’s area of

work.

Range of Application

(where applicable)

It refers to the critical

circumstances and

contexts that the skill

may be demonstrated.

N/A

Version Control

Version Date Changes Made Edited by

ES-ACE-302G-1 1-Sep-16 Initial Version WDA




6

Skill Code SVCF-CS-301C-1

Skill Category Customer Experience

Skill Sub-Category


Skill Establish Relationships for Customer Confidence

Skill Description

This skill describes the ability to build customer confidence in the

organisation and develop customer relationships that build customer

loyalty. It also includes handling service opportunities and escalated

service challenges.

Knowledge and

Analysis



integration and




and activities.


• Methods to develop knowledge of organisation’s product or service

offerings

• Methods to establish customer rapport

• Types of follow up from customer interactions

• Types of service opportunities

• Types of escalated service challenges

• Methods to respond to service opportunities

• Methods to respond to escalated service challenges

Application and

Adaptation






and manage the

changes at work.

The ability to:

• Develop knowledge of organisation’s product or service offerings

and customer profile

• Respond to service opportunities to build customers’ confidence in

the organisation

• Follow up on customer interactions in accordance with the

organisation’s guidelines




7


Creation


generate purposive


performance and/or

enhance business



The ability to:

• Build customer rapport with customers to increase customer

loyalty and confidence in the organisation

• Propose mutually acceptable solutions to escalated service

challenges in accordance with the organisation’s service recovery

procedures

Social Intelligence

and Ethics




and diversity



ethics.

N/A

Learning to Learn


develop and improve



work.

The ability to:

• Stay abreast of the organisation’s product or service offerings

through product launches or brochures to ensure the latest

information is provided to customers




8


(where applicable)


circumstances and



Customer rapport refers to the gaining of trust and confidence of

customers in the organisation’s product or service. Organisations may

wish to build rapport with customers to increase customer confidence

in their product or service.

Customer confidence refers to the trust which customers have in an

organisation’s product or service.

Escalated service challenges are unresolved service challenges

escalated by service professionals.

Version Control


SVCF-CS-301C-1 1-Sep-16 Initial Version WDA




9

Skill Code FSS-FBS-2001-1.1

Skill Category Food and Beverage

Service

Skill Sub-Category

(where applicable) Service

Skill Interact and Serve Food and Beverage Customers

Skill Description

This skill describes the ability to apply the knowledge and skills in

interacting with and serving Food and Beverage (F&B) customers. It

also includes seating customers, taking orders, serving food and

beverage, presenting bills and assisting customers with departure.

Knowledge and

Analysis



integration and




and activities.


• Importance of personal grooming and hygiene

• Characteristics of positive attitude and good posture

• Body language and non-verbal cues

• Process for seating customers

• Sequences of taking food and beverage orders

• Sales techniques

• Food and beverage product knowledge and different dietary

requirements

• Importance of understanding bar terms, terms of common

mixed drinks and shorthand notations of drinks

• Methods of communicating orders with production or kitchen

staff

• Types, handling methods and table placements of tableware

required for different dishes and beverages

• Importance of checking orders for accuracy and quality

before delivering food to customers

• Methods of presenting food and beverages to customers

• Importance of performing service checks and table

maintenance

• Guidelines for handling customer’s feedback and/or

complaints, presenting bills and assisting with their departure

• Techniques for service recovery

• Guidelines for handling customer’s personal data

• Legislative requirements




10

Application and

Adaptation






and manage the

changes at work.

The ability to:

• Practise personal grooming and hygiene

• Display positive attitude and good posture when interacting

with customers

• Welcome and seat customers

• Recommend menu items and take food and beverage orders

from customers in accordance with customer’s dietary

requirements and preferences

• Set cutlery, crockery and glassware on table

• Serve food and beverages

• Monitor customers’ needs during meals

• Handle customer’s feedback and/or complaints

• Present bills to customers and assist with their departure in

accordance with organisational procedures


Creation


generate purposive


performance and/or

enhance business



The ability to:

• Suggest ways to maintain service quality and improve

customers satisfaction

• Share feedback on current service processes with reference

to organisational procedures and customers’ feedback

• Recommend ways to create a memorable dining experience

for customers

Social Intelligence

and Ethics




and diversity



ethics.

The ability to:

• Comply with legislative requirements

• Build rapport with customers and co-workers

• 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




11

Learning to Learn


develop and improve



work.

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


(where applicable)


circumstances and



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

• 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


FSS-FBS-2001-1.1 4 August 2017 Initial Version SSG and SPRING

Singapore




12

Skill Code FSS-FBS-3001-1.1

Skill Category Food and Beverage

Service

Skill Sub-Category

(where applicable) Service

Skill Perform Hosting Duties

Skill Description

This skill describes the ability to perform hosting duties. It also

includes preparing for hosting duties, handling enquiries and

reservations, and handling customers’ arrivals and departures.

Knowledge and

Analysis



integration and




and activities.


• Importance of personal grooming and hygiene

• Importance of checking documents and communicating with

other staff and supervisors to find out duties assigned and

reservation listings

• Service items required for hosting duties

• Process for pre-assigning areas and/or tables for groups

• Importance of adopting positive attitudes and good posture

• Telephone etiquette

• Importance of creating good impressions on customers

• Outlet and menu information

• Establishment policies (customer dress code, no outside

food, no children, etc.)

• Product knowledge and different dietary requirements

• Approaches to handle enquires, reservations and unavailable

reservation requests

• Importance of seating customers in an efficient, friendly and

courteous manner

• Process for seating customers

• Approaches to communicate seating information and other

issues to other staff

• Guidelines for handling customers concerns and complaints

• Guidelines for handling customers’ personal data

• Importance of thanking customers for patronage and

assisting in customers’ departure




13

Application and

Adaptation






and manage the

changes at work.

The ability to:

• Prepare for hosting duties

• Respond to enquiries and reservations

• Take and record reservations

• Welcome customers, escort them to table and seat them

• Assist with customers’ departures

• Notify supervisor of customers’ complaints or concerns, in



Creation


generate purposive


performance and/or

enhance business



The ability to:

• Suggest ways to maintain service quality and improve

customers satisfaction

• Share feedback on current service processes with reference

to organisational procedures and customers’ feedback

• Recommend ways to create a memorable dining experience

for customers

Social Intelligence

and Ethics




and diversity



ethics.

The ability to:

• Comply with legislative requirements

• Build rapport with customers and co-workers

• Communicate with co-worker and/or supervisor to achieve

organisational objectives

• Demonstrate trust, respect and support towards co-worker

and/or supervisor in daily activities to achieve organisational

objectives

• Demonstrate integrity and ethical behaviour at the workplace

Learning to Learn


develop and improve



work.

The ability to:

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

considerate and constructive manner

• Engage in self-reflection to improve on quality of tasks

assigned

• Evaluate own strengths and weaknesses to improve skills

and knowledge

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

supervisor

• Keep up to date on industry trends




14


(where applicable)


circumstances and




• National Environment Agency (NEA) environmental Public



Act


system (HACCP)

Relevant food regulations under the Agri-Food and Veterinary


Version Control


FSS-FBS-3001-1.1 4 August 2017 Initial Version SSG and SPRING

Singapore




15

Skill Code FSS-INO-4003-1.1

Skill Category Innovation

Skill Sub-Category


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.

Knowledge and

Analysis



integration and




and activities.


• 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




16

Application and

Adaptation






and manage the

changes at work.

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

analysis tools

• Report and recommend productivity improvements for

endorsement in accordance with organisational procedures

and recipes, food and Workplace Safety and Health

requirements


Creation


generate purposive


performance and/or

enhance business



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




17

Social Intelligence

and Ethics




and diversity



ethics.

The ability to:

• Aligning 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


develop and improve



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

• Constantly update 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

environment

• Ensure that there are standard procedures in place and

consistency in work output is maintained


(where applicable)


circumstances and







Act


system (HACCP)






18

Version Control


FSS-INO-4003-1.1 4 August 2017 Initial Version SSG and SPRING

Singapore




19

Skill Code ES-IP-301G-1

Skill Category

People and

Relationship

Management

Skill Sub-Category


Skill Facilitate Effective Communication and Engagement at the Workplace

Skill Description

This skill describes the ability to promote the use of effective

communication within a team. It also includes using conflict resolution

and negotiation strategies as well as building rapport with colleagues,

stakeholders and customers.

Knowledge and

Analysis



integration and




and activities.


• Barriers to effective communication

• Methods to coach staff in using effective communication techniques

• Organisational and professional standards relating to

communication

• Ways that various types of diversity issues affect one’s

communication and negotiation with others in the workplace

• Ways to validate information and history of conflict

• Possible causes, sources and benefits of conflict

• Sources of additional information, expert advice and mediation to

assist in conflict issues and assessment of a conflict situation

• Conflict resolution approaches and their characteristics

• Appropriate communication techniques for conflict resolution and

negotiation and their characteristics

• Negotiation styles and their characteristics

• Ways to confirm resolution of conflict and types of agreed follow-up

action




20

Application and

Adaptation






and manage the

changes at work.

The ability to:

• Maintain channels of communication to update staff on latest and

relevant work-related information according to organisational

communication policies and procedures

• Promote effective communication among staff taking into account

diversity issues

• Assess conflict situation and develop appropriate conflict resolution

strategies to negotiate issues towards a mutually acceptable

outcome


Creation The ability to:

• Seek opportunities for growth and innovation and new ways of

thinking as well as additional management options It refers to the ability to

generate purposive


performance and/or

enhance business



Social Intelligence

and Ethics The ability to:

• Communicate organisational communication policies and

procedures to staff and monitor their compliance

• Use appropriate communication techniques and tools to suit

different communication styles of people in formal and informal

settings




and diversity



ethics.

Learning to Learn The ability to:

• Resolve conflict using appropriate conflict resolution strategies,

approaches and techniques


develop and improve



work.




21

Range of Application N/A

(where applicable)


circumstances and



Version Control


ES-IP-301G-1 1-Sep-16 Initial Version WDA




22

Skill Code ES-IP-302G-1

Skill Category

People and

Relationship

Management

Skill Sub-Category


Skill Facilitate Effective Work Teams

Skill Description

This skill describes the ability to facilitate work team activities and

improve a team’s performance by promoting ownership and

commitment amongst team members. It also includes working on goals

and targets set, maintaining positive relationships and providing support

and opportunities for individual and team contributions.

Knowledge and

Analysis



integration and




and activities.


• Rationale for communicating thoughts and feelings to justify a

position and responsibilities assigned to team members

• Importance of the different roles in a team for achieving team

goals and objectives

• Principles for setting goals and targets for individual and team

• Characteristics of diversity and its impact on the relationship

among team members

• Importance of creating opportunities for team members to

contribute ideas and skills

• Differences between constructive and destructive criticism

• Communication techniques to facilitate a discussion

Application and

Adaptation






and manage the

changes at work.

The ability to:

• Provide resources, assistance and support needed by team

members to complete projects or work activities

• Analyse project control reports and performance assessment

results to ascertain team performance and provide feedback and

criticism to team members using appropriate communication

techniques

• Involve team members in the planning of work activities to

promote ownership and commitment to work plan

• Delegate duties and responsibilities taking into consideration the

competencies of individual team members




23


Creation


generate purposive


performance and/or

enhance business



The ability to:

• Provide opportunities for team members to contribute ideas and

skills and maintain positive relationships amongst them

Social Intelligence

and Ethics




and diversity



ethics.

The ability to:

• Provide and clarify with team members on work-related

information using appropriate communication techniques

• Communicate thoughts and feelings to justify a position and

responsibilities assigned to team members and persuade and

influence them

• Communicate to team members the importance and

interdependence of each role and promote the benefits of

diversity within the team

• Communicate and agree on individual and team goals and

targets to be achieved

• Communicate team performance and related issues of concern

to management and provide recommendations to address them

Learning to Learn


develop and improve



work.

The ability to:

• Respond to criticism to provide possible resolutions and seek

improvement


(where applicable)


circumstances and



N/A




24

Version Control


ES-IP-302G-1 1-Sep-16 Initial Version WDA




25

Skill Code FSS-QUA-3004-1.1

Skill Category Quality

Skill Sub-Category

(where applicable)

Quality Management

System

Skill Supervise Quality Procedures

Skill Description

This skill describes the ability to apply, maintain and supervise internal

quality systems and external suppliers at the workplace. It also

includes reviewing procedures to provide solutions for quality

improvement, identifying and selecting quality suppliers and

developing and maintaining quality control record systems.

Knowledge and

Analysis



integration and




and activities.


• Quality standards, regulations, and customer requirements as

references for assessing sources of quality assurance

information and advice

• Applications of quality concepts to problem-solving and

quality data collection and analysis

• Organisation's products and processes for quality system

improvements

• Practical quality procedures and/or processes

• Systems within the workplace for applying quality outcomes

• Processes required for quality and continuous improvement

• Procedures to record and report quality non-conformities and

issues

• Customer specifications for quality conditions and indicators

• Quality standards, regulations and customer requirements

• Need and means of selection of suppliers

• Quality goals and specifications Quality system

documentation requirements and record keeping systems




26

Application and

Adaptation






and manage the

changes at work.

The ability to:

• Monitor quality of materials and equipment received from

suppliers is closely to ensure organisational quality standards

are met

• Evaluate and select quality systems of identified suppliers

• Identify, classify and store records required for reference and

quality audits according to organisational guidelines

• Maintain records for the required period and archive

according to organisational procedures and legislative

requirements

• Audit records against predetermined criteria in accordance

with organisational procedures and quality programmes,in



Creation


generate purposive


performance and/or

enhance business



The ability to:

• Record and analyse statistical data on production runs

• Record and analyse statistical data on defects

• Recognise and compare historical data, future equipment

use, production requirements and standard operating

procedures to be job ready

Social Intelligence

and Ethics




and diversity



ethics.

The ability to:

• Document and communicate quality of materials to selected

suppliers

• Discuss and document complaints procedures

• Note any discrepancies found and report in accordance with

organisational procedures




27

Version Control

Learning to Learn


develop and improve



work.

The ability to:

• Review quality procedures systematically to identify

opportunity for improvement


(where applicable)


circumstances and







Act


system (HACCP)



• International Quality Standards


FSS-QUA-3004-1.1 4 August 2017 Initial Version SSG and SPRING

Singapore




28

Skill Code ES-JS-301G-1

Skill Category Workplace Safety

and Health

Skill Sub-Category


Skill Maintain Workplace Safety and Health Policies and Procedures

Skill Description

This skill describes the ability to administer a Workplace Safety and

Health (WSH) system at the supervisory level. It also includes

educating workers on WSH policies and procedures and implementing

WSH programmes and risk control measures.

Knowledge and

Analysis



integration and




and activities.


• The responsibilities of the workers and supervisors under the

Workplace Safety and Health Act

• The roles and responsibilities of the Workplace Safety and

Health Committee as stipulated under the Workplace Safety

and Health (Safety Committee) Regulations

• Workplace Safety and Health Act and its subsidiary

legislation

• Effective communication channels in the workplace

• Organisation business continuity plans

• Preferred ways to implement risk control measures

• Industry best practices in risk control measures

Application and

Adaptation






and manage the

changes at work.

The ability to:

• Interpret relevant Workplace Safety and Health policies,

procedures, programmes and related information in

accordance with the Workplace Safety and Health Act and its

subsidiary legislation

• Explain and provide the work group promptly with accessible

information on the organisation’s safety and health policies,

procedures and programmes and types of emergencies in the

workplace

• Explain and provide the work group information on the

provision and proper use of personal protective equipment

and safety devices on the machinery and equipment in the

workplace




29

• Explain and provide the work group promptly with accessible

information about identified hazards, outcomes of risk

assessment and dealing with emergencies in the workplace

• Execute the organisational emergency response and

evacuation exercises, supervise and maintain order in the

event of emergency at the workplace in accordance with the

guidelines provided by the relevant regulatory requirements

• Monitor and document changes in workplace practices,

procedures, safety and health management programmes,

issues resolution and communicate with person(s) who may

be at risk in accordance with the guidelines provided by the

Workplace Safety and Health Act

• Identify and report hazards in the workplace and implement

work procedures for risk assessment, risk control and

emergency situation management in accordance with


• Participate in the investigation of emergency situations to

identify their causes and maintain WSH management records

in accordance with organisational procedures

• Monitor compliance to work procedures for risk assessment,

risk control and emergency preparedness by the work group

• Assess the effectiveness in existing risk control measures

and adequacy of resource allocation for implementation of

risk control measures according to the hierarchy of control

• Report findings to designated personnel and use collective

information from WSH records to identify hazards and

monitor risk control procedures in accordance with


• Reassess changes in workplace practices or procedures to

determine the mitigated risk level and document workplace

risk control measures issues resolution in accordance with

the guidelines provided by Workplace Safety and Health Act


Creation


generate purposive


performance and/or

enhance business



The ability to:

• Resolve matters raised through consultation promptly or refer

to the appropriate personnel for resolution, according to

workplace procedures and make known the outcomes of

consultation over WSH issues to workers promptly and

accurately

• Implement control measures to prevent recurrence and

minimise risks of emergency situations based on the

hierarchy of control in accordance with organisational

procedures




30

Social Intelligence

and Ethics




and diversity



ethics.

The ability to:

• Implement and monitor procedures for WSH participation and

consultation effectively to ensure workers have the

opportunity to contribute

Learning to Learn


develop and improve



work.

N/A


(where applicable)


circumstances and



Explain the responsibilities of a general worker, which are:

• Working in compliance with the WSH Act

• Observing safe work procedures

• Reporting unsafe working conditions and work practices

• Reporting work-related incidents and/or accidents

Explain the responsibilities of a Workplace Safety and Health

committee, which are:

• 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 safety and health concerns

Explain the responsibilities of a supervisory personnel, which are:

• Ensuring that worker uses suitable and adequate personal

protective equipment, and handles appropriate and non-faulty

tools and/or equipment

• Advising workers of potential and actual hazards and control

measures




31

• 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

Interpret and explain the following Workplace Safety and Health

policies, such as:

• Relevant provisions of the Workplace Safety and Health Act

and its subsidiary legislation

• Participation and consultation

• Relevant Codes of Practice (CP) and Singapore Standards

(SS)

Interpret and explain the following Workplace Safety and Health

procedures, such as:

• Work safety manuals

• Safe work procedures for risk control and dealing with

emergencies

Interpret and explain Workplace Safety and Health programmes and

related information, such as:

• Programmes that promote safety and health

• Counseling and/or disciplinary processes

• Workplace Safety and Health training and assessment

• Workplace Safety and Health monitoring and inspections

• Workplace Safety and Health record keeping

Interpret policies and procedures that can happen in the following

contexts:

• Induction of new workers

• Consultation with Workplace Safety and Health personnel,

and Workplace Safety and Health Committees

• Communicating to workers on hazards in the workplace as

part of providing direct supervision to inexperienced workers

• Facilitating or conducting incident and/or accident

investigation

Explain to work group information about identified hazards, such as:

• Common workplace hazards (where applicable to the nature

of business):

o Electrical




32

o Mechanical

o Chemical

o Biological

o Infectious disease outbreak (Avian flu, seasonal flu, etc)

o Fire and explosion

o Environment (econfined space, lack of ventilation, etc)

o Faulty equipment

o Faulty machinery and equipment safety devices

o Working with sharp objects

o Working at heights

• Poor housekeeping:

o Untidy workstations

o Improper storage

• Ergonomic issues:

o Improper or awkward working postures

o Improper lifting and carrying of things

o Ergonomic stresses from repetitive work

Explain information about outcomes of risk assessment to work

groups, such as:

• Risk levels

• Appropriate control measures, in accordance to hierarchy of

control

• Control measures incorporated in safe work procedures

Provide information on the organisation’s safety and health policies,

procedures and programmes, hazards and outcomes of risk

assessment in the following forms:

• Safety handbook

• Staff handbook

• Intranet

• Relevant websites

• Publications, journals, bulletins, and/or newsletters

Leverage on communication channels, such as:

• Training

• Briefings

• Discussions

• Demonstrations

• Team meetings

• Announcements

• Written communications like newsletters, notice boards,

website, etc.,




33

Implement and monitor participation and consultations that are

specific to the workplace, such as:

• Formal and informal meetings, which include Workplace

Safety and Health

• Workplace Safety and Health Committees

• Workplace Safety and Health personnel

• Suggestions, requests, reports and concerns put forward by

employees to management

• Workplace Safety and Health inspections

• Audits

• Risk assessment and control

• Emergency and evacuation exercises

Identify workplace hazards and manage risk assessment activities,

such as:

• Audits

• Workplace inspections

• Housekeeping

• Checking work area and/or equipment before and during

work

• Job and work system assessments

• Reviews of Workplace Safety and Health records, including

registers of hazardous substances, dangerous goods, results

of environmental and health surveillance, sickness absence,

etc.

• Maintenance of plant and equipment

• Purchasing of supplies and equipment, review of Safety Data

Sheets (formerly known as Material Safety Data Sheets) and

manufacturer/supplier information

• Identifying employee concerns

Implement risk control actions, such as:

• Measures to remove risk at source

• Application of the hierarchy of control

o Elimination of the risk

o Engineering controls

o Administrative controls

o Personal protective equipment

• Consultation with workers and their representatives




34

Identify the role of designated personnel in WSH management:

• Supervisors

• Managers

• Workplace Safety and Health personnel

• Other persons authorised or nominated by the organisation or

industry to:

o Perform specified work

o Approve specified work

o Inspect specified work

o Direct specified work

Implement work procedures for dealing with emergency situations,

such as:

• Fire or explosions

• Collapse of structures or equipment

• Hazardous chemical leaks or spills

• Biological hazards

• Infectious disease outbreaks

• Injuries

• Fatality

• Unconscious persons

Identify and implement Workplace Safety and Health training, such

as:

• Induction training

• Specific hazard training

• Specific task or equipment training

• Emergency and evacuation training

• Training as part of broader programs, for example, equipment

operation

Maintain workplace safety and health records, such as:

• Audits and inspection reports

• Health surveillance and workplace environmental monitoring

records

• Records of instruction and training

• Manufacturers’ and suppliers’ information, including Safety

Data Sheets (formerly known as Material Safety Data Sheets)

and dangerous goods storage lists

• Hazardous substances registers

• Maintenance and testing reports

• Workers’ compensation and rehabilitation records




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• First aid and/or medical treatment records

Assess the compliance to work procedures, which include:

• Safe work procedures

• Standard operating procedures for emergency situations

Determine the effectiveness of the control measures, which include:

• Identifying new hazards introduced following implementation

of control measures

• Reassessing process and/or activities to determine the

mitigated risk level

• Assessing risk management procedures for any deficiencies

• Reviewing the risk assessment prior to any substantial

change in processes and/or systems or following an incident

Version Control


ES-JS-301G-1 4 August 2017 Initial Version SSG




36

Definitions of the Five (5) Domains

Domain

Definition

Knowledge and

Analysis

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 and

Adaptation

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 and

Value Creation

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

and Ethics

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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