EXCERPT FROM OVERVIEW OF OCCUPATIONAL STANDARD
WAITER
STANDARD ZANIMANJA (OCCUPATIONAL STANDARD)
1. OSNOVNE KARAKTERISTIKE (BASIC CHARACTERISTICS)
1.1 Naziv zanimanja(Name of the occupation)
Konobar (Waiter)
1.2 Šifra zanimanja (Code of the occupation)
5131
1.3 Struka (Occupation family)
Hospitality and tourism
1.4 Međunarodna kvalifikacija (International classification)
5131
1.5 NIVO POTREBNIH KVALIFIKACIJA (Level of required classification)
3
2. KLJUČNI POSLOVI TE POTREBNA ZNANJA, VJEŠTINE I KOMPETENCIJE (KEY TASKS AND REQUIRED KNOWLEDGE, SKILLS AND COMPETENCE)
2.1 OPIS ZANIMANJA (description of the occupation)
The basic tasks of the waiter is to provide food and beverage service in catering establishments. In addition to basic business, the waiter’s occupation also includes other services related to serving guests such as setting up desks and arranging them, and providing billing and billing services. After timely completed preparatory works, the waiter is welcoming and accommodating the guest, receiving the order and handing over the same staff in the kitchen and / or on the bar.
2.2 Grupa poslova / ključni poslovi / aktivnosti (Group of tasks / key tasks / activities)
2.3. Potrebna znanja, vještine i kompetencije (Required knowledge, skills and competence)
Preparation and organisation of work
- Planning, organizing and analyzing own work
- Prepare a work plan
- Organize the work of the auxiliary staff
- Plan and manage time
- View daily offer – menu, menu map, pricelist, drinks and wine ticket
- View reservations and special order requests
- Preparing work space
- Prepare tools, tools, and accessories depending on the type and manner of service delivery
- Prepare a restaurant salon (table setting, chair, dressing, accessories, decoration, wardrobe, buffet table …)
- Prepare a winery (office)
- Review the stock of goods, drinks, drinks in the drink point
- Follow the flow of preparatory works
Knowledge
- Identify the elements of the work plan
- Differentiate systems and ways of organizing work
- Explain the content of the daily offer
- Explain reservation procedures
- Identify special orders
- Explain the concept and function of preparatory works in catering facilities
- Explain how to use the means to work
- Differentiate sets of inventories (equipment, devices and service tools)
- Specify the contents and order of service at both the service stand, the auxiliary stack and / or the service trolley
- Explain how the inventory is maintained
- Differentiate ways of preparing flower decorations
Skills
- Prepare a work plan
- Provide efficient division of work tasks to assistive staff
- Adjust own activities according to the work plan
- Analyze the daily offer – menu, menu map, beverage price list and wine ticket
- Prepare tools, tools and accessories for work
- Apply rules for restaurant restaurant preparation
- Align and set tables
- Decorate the salon and tables
- Prepare a waitress workstation
- Prepare a small table inventory
- Apply rules for preparing the ward office
- Prepare for self-service
- Apply different techniques of carrying and inventorying
- Apply procedures for reviewing inventories of goods, beverages, and beverages in the beverage compartment
- Perform control of the flow of preparatory works
Operational tasks
- Reception and guest accommodation
- Wait for the guest
- Greet the guest
- Set the guest
- Receive order
- Present a daily offer
- Give the guest a suggestion when choosing the order
- Take the order from the guest
- Submit an order to production departments (kitchen and / or drink dispensers)
- Participate in arranging bidding menus for festive and extraordinary meals
- Preparation and refilling of beverages and drinks in the drink point
- Ask for a need and take food, drink, and resources to work
- Present, open and refresh drinks and beverages
- Prepare mixed drinks / cocktails and serve them in appropriate decorative glasses
- Prepare drinks
- Serve drinks and drinks for bar guests
- Issue beverages and beverages according to order
- Serve drinks
- Serve aperitifs and desserts
- Serve alcoholic and non-alcoholic beverages
- Present and serve wines
- Serve drinks
- Prepare drinks and beverages in front of the guest
- Serve food
- Serve appetizers (cold and warm)
- Serve soup / sorrel
- Serve main course (almost / by order)
- Serve salads / cheeses
- Prepare and / or arrange meals in front of guests (transhipping, flaming, filing)
- Serve treats
- Serve breakfast
- Supplement food on the Swedish table
- Serve in a customized way of old and handicapped persons
- Charge the service and greet the guest
- Logge services / bonuses
- Create and charge an account
- Check customer satisfaction with the service provided
- Greet the guest
- Performing final works in the workspace
- Leverage a bargain
- Serve tables
- Replace used table linen
- Polish and dispose of food and drink supplies
Knowledge
- Explain the procedures for receiving, accepting and accommodating guests
- List the rules of business bonton in the catering industry
- Explain the types and content of catering facilities
- Differentiate types of guests with regard to the characteristics and characteristics of behavior, culture and tradition
- Explain the daily offer
- Specify the mode of receiving / ordering
- Recognize the fundamentals of gastronomy
- Recognize standards, protocols, methods of downloading and preserving food and drinks
- Select the presentation mode of drinks / beverages
- Explain the process of preparing drinks / beverages
- Differentiate ways and types of decoration of drinks / beverages
- Select the mode of service
- Differentiate types of drinks and beverages
- Specify the characteristics (origin) of drinks / beverages
- Explain how to drink / drink (measures, temperatures, etc.)
- Classify beverages by groups (drink map, wine ticket, bar chart and beverage price list)
- Recognize the normative of drinks / beverages
- Explain the order of serving drinks / beverages by bonton and protocol
- Explain the techniques and ways of serving meals (Viennese, French I and II, English I and II, Russian)
- Classify food and treats by groups in supply instruments
- Specify the type and composition of the breakfast
- Briefly describe the meals and desserts regulations and the way food is prepared
- Explain how to set up the equipment
- Explain the order of serving meals by bonton and protocol
- Explain the techniques of arranging dishes in front of the guest (chasing, filing and flaming)
- Explain the procedure for recording the performed service, issuing and billing of the account
- List prices and ways to pay for your account
- Explain the correct manner of guest payment in accordance with the rules of business bonton
- Explain the term and function of the final work
- Differentiate ways to maintain food and drink accessories
Skills
- Organize reception, reception and guest accommodation
- Apply the rules of business bontona when welcoming and welcoming the guest
- Make the guest a free or reserved room,
- Apply techniques of successful communication in dealing with conflict situations
- Use professional terminology in catering in local and two foreign languages
- Offer a range of dishes and drinks
- Suggest the guest to receive the order
- First order
- Handle the order for submission to the production department
- Apply the ordering process
- Prepare the need and take over food, drink, and resources
- Perform presentation of drinks and beverages
- Use resources and demonstrates techniques for preparing drinks / drinks for serving
- Prepare decorations for drinks and beverages
- Apply the guest service rules for the bar
- Obtain the affairs of drinks / beverages by order
- Apply rules for keeping drinks and beverages
- Apply beverage and drink handling and serving techniques
- Demonstrate techniques of presentation, frapping, shaping, opening and decanting of wine
- Apply beverage / beverage preparation techniques in front of the guest
- Serve aperitifs and desserts
- Use the techniques and ways of serving meals (Viennese, French I and II, English I and II, Russian)
- Combine different ways of serving
- Serve appetizers (cold and warm), soup / chicken, main course (ready-made / on request, specialties), salads / cheeses, treats
- Serve breakfast
- Serve a guest in the room (room service)
- Prepare and arrange meals in front of guests (transies, filiers and flambers)
- Use modern technology (equipment and software)
- Record performed services (bonira)
- Create and bill an account
- Assess the customer’s satisfaction with the service provided
- Apply the proper way of visiting / welcoming the guest
- Carry out a market offering
- Use table counting techniques
- Provide proper maintenance (polishing) and disposal of food and drink supplies
Competences
- Effectively utilize working time
- Take responsibility for your work
- Maximize courtesy and flexibility
- Highlight the ability to team work
- Insure a positive attitude towards the application of sanitary and health measures
- Be Inspired by a positive attitude towards the importance of preserving and protecting life environment
- Insure a positive attitude towards the importance of the technical and functional correctness of the equipment and the means of work
- Show willingness to apply and acquire new knowledge, learn foreign languages and apply modern technologies
- Be inspired by a positive attitude towards professional ethical norms and values
Communication, commercial and administrative tasks
- Monitoring and conducting prescribed documentation
- Make the reception and hand over the shifts
- Keep the book of the bar and the book of need
- Make and print a daily offer
- Calculate your daily turnover and keep your book market
- Complete a record of damage and / or found cases
- Keep inventory records
- Keep records of contracted extraordinary and ceremonial meals
- Establish quality communication with associates
- Develop business cooperation with superiors, associates and auxiliary staff
- Resolve problems in organization and realization of certain tasks
- Establish quality communication with guests
- Inform and advise guests on bids and services
- Communicate with guests while providing services in local and / or foreign languages
- Respond to complaints and complaints of guests in accordance with the principles of business communication
Knowledge
- Differentiate software tools and word processing applications
- Describe the mode of operation and the procedure for shifting the shifts
- Explain the procedures of keeping the books of the bar, the need, the records of the traffic and the book of the bazaar
- List an example of making daily offers
- Briefly describe the ways of proper communication with associates
- Recognize how to solve a problem in the collective
- Point to the importance of teamwork
- Identify organizational structure in the enterprise / collective
- Explain to the guests the offer
- Explain to guests the offer in local and / or foreign languages
- Briefly describe ways of responding to appeals and complaints of guests
Skills
- Perform acknowledgment or surrender
- Apply valid ways of keeping a book of wardrobe and need
- Create a daily offer
- Calculate the daily turnover and keeps the book of the bazaar
- Create a record of damage and / or found objects and keep the write-off
- Establish a proper relationship with superiors, associates and auxiliary staff in accordance with the organizational structure
- Select a way to overcome misunderstandings in communication
- Suggest / present daily offer
- Apply bonton rules and good communication with guests in local and / or foreign languages
- Apply ways of responding properly to appeals and complaints of guests
Quality assurance, safety at work, preserving health and the environment
- Quality assurance and control of provided services / work
- Use inventory, use material, time and energy in accordance with the prescribed standards
- Serve food and drink in accordance with prescribed standards, systems and methods (HACCP and others)
- Control and evaluate the results of their own work
- Apply health, sanitary and hygiene regulations and safety measures at work
- Keep space and inventory in accordance with existing sanitary-hygiene regulations
- Maintain personal hygiene
- Use safety at work
- Sort and properly dispose of waste in the work process
- Indicate first aid to the guest if needed
Knowledge
- Explain how to use inventories and materials
- Explain the importance of rational use of time and energy
- Recognize the importance of control and assessment of its own work
- Briefly describe quality assurance standards
- Recognize sanitary protection measures
- List health and sanitary-hygiene regulations
- Briefly describe the method of proper sorting of waste during the process
- Briefly describe the importance of conservation and environmental protection
Skills
- Apply the proper handling techniques to the inventory
- Use rational material, time and energy in accordance with applicable standards
- Perform service delivery in accordance with standards and valid quality system
- Apply prescribed procedures for evaluating, controlling, and evaluating your own work
- Apply sanitary-hygiene regulations for space and inventory maintenance
- Apply sanitation, occupational safety and personal hygiene measures
- Sort and dispose of waste according to the principles of conservation and protection of the environment
2.4 Poželjni stavovi koje se odnose na zanimanje (Desirable attitudes related to the occupation)
Waiters require effective use of working hours and readiness for extended and uneven working hours. The waiter is expected to show a positive attitude towards professional ethical norms and values and responsibly perform the tasks independently and in the team. When handling equipment, inventory and work equipment, it shows a positive relationship to the importance of technical and functional correctness and shows the aesthetic significance.
The waiter needs to have a good memory and communicates with guests, colleagues and staff a high level of tolerance, kindness, flexibility, lofty spirit and a warm human relationship. It is aware of the importance of preserving and protecting the environment and the application of sanitary and health measures. The waiter shows the readiness to apply and acquire new knowledge, learn foreign languages and apply modern technologies.
3. RELEVANTNOST ZANIMANJA (RELEVANCE OF THE OCCUPATION)
3.1 Potrebe na tržištu rada (Needs at the labour market)
The waiter works in catering facilities: hotel, motel, hostel, boarding house, restaurant, cafeteria, bar, buffet, cafe, pizzeria, fast food, pastry shop and the like, as well as in catering facilities in the means of transport (train, boat, etc.). There is a significant need in the labor market.
4. OSIGURANJE KVALITETE (QUALITY ASSURANCE)
4.1 Članovi ekspertne grupe (Expert group members)
Dalibor Krešić, direktor Hotela «Posjedon» Neum;
- Branislav Timotić, direktor prodaje Hotela «Termag» Jahorina;
- Senad Halilović, direktor Hotela «Hills» Sarajevo;
- Denis Fazlić, prof. engleskog jezika i književnosti, stručni savjetnik za Zajedničku jezgru nastavnih planova i programa u Sektoru za stručno obrazovanje i obuku, Agencija za predškolsko, osnovno i srednje obrazovanje BiH;
- Mirjana Tomić, VKV kuhar specijalista, nastavnica praktične nasatve , Srednjoškolski centar «Petar Kočić» Zvornik;
- Željka Gavrić, dipl.ecc., nastavnica ekonomske grupe predmeta i praktičen nastave za turističke tehničare, Ugostiteljska i trgovinska škola Doboj;
- Safet Dajdžić, dipl. turizmolog, nastavnik stručnih predmeta i praktične nastave, Srednja ugostiteljsko-turistička škola Sarajevo;
- Emir Kauković, dipl.ecc., nastavnik praktične nastave iz turizma i ugostiteljstva, Druga srednja škola Cazin;
- Milana Krmenjac, turistički tehničar, recepcionerka Hotela Terme San Laktaši;
- Aida Džaferović, dipl. žurnalista, stručna savjetnica za stručno obrazovanje odraslih, Ministarstvo civilnih poslova BiH;
- Mr. sc. Viktorija Bešević Čomić, dipl. psiholog, stručni saradnik – psiholog, Federalni zavod za zapošljavanje Sarajevo.
4.2 Predlagatelji (Proponents)
Competent education authorities
4.3 Web-stranica na kojoj je odluka o usvajanju standarda zanimanja objavljena
(Web-page of the decision on adoption of the occupational standard)
www
4.4 Rok do kojeg standard zanimanja treba evaluirati (The deadline by which the OS should be reviewed)
5 years
5. DODATNE INFORMACIJE (ADDITIONAL INFORMATION)
5.1 Specifična zakonska regulativa za zanimanje (Specific regulations for the occupation)
Legal regulations and standards relating to catering (including HAACP standards). As people who work with food, waiters are subject to mandatory sanitary inspection every six months, which means that service users, and they too, are protected from possible infections.
5.2 Rizici i radni uvjeti (Risks and working conditions)
The waiter works in various types of catering facilities in prescribed work clothes, in different environments and working conditions. Usually it works in closed and comfortable areas. Most of the working time is spent moving, carrying the burden. Often at night, on weekends and holidays, seasonal, with a variable working time schedule with uneven work rhythm which is conditioned by the frequency of guests and organization of work.
5.3 Specifični zahtjevi (Specific requirements)
Za obavljanje poslova u zanimanju konobar, poželjna je fizički zdrava i psihički stabilna osoba što podrazumijeva opštu tjelesnu spretnost, urednost, ljubaznost, komunikativnost i prijatan izgled. Za ovo zanimanje obavezan je sanitarni pregled.
To perform tasks in waiter’s occupation, a physically healthy and mentally stable person is desirable, which implies general physical abilities, neatness, kindness, communication and a pleasant appearance. A sanitary check is required for this occupation.