Standar Kerja Kompetensi Nasional Indonesia

NATIONAL CONSISTENCY

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COMPETENCY STANDARDS standard kompetensi

	Skills, knowledge and attitude needed to perform a job Keterampilan, pengetahuan dan sikap yang diperlukan dalam melaksanakan suatu pekerjaan.
	271 standards for hotels and restaurants 271 standar untuk hotel dan restoran
	Food and Beverage Makanan dan Minuman
	Front Office Front Office
	Housekeeping Housekeeping
	Security Keamanan
	Cooker/ food production Cookery/ Pembuatan makanan
	Management / Supervision Manajemen / Pengawasan
	English Proficiency Penguasaan Bahasa Inggris
	Training Pelatihan

LEARNING AND ASSESSMENT MATERIALS materi pembelajaran dan pengujian
Resources for teaching and assessment:
Sumber-sumber untuk pengajaran dan pengujian

	150 completed in English 150 diselesaikan dalam bahasa Inggris
	70 completed in Bahasa Indonesia 70 diselesaikan dalam bahasa Iindonesia
	Overhead Transparencies Transparansi
	Handouts Lembar Informasi
	Assessment Guidelines Pedoman Pengujian
	Learning and Teaching Methodology Metodologi Pembelajaran dan Pengajaran

Glossary � International words/phrases used in the industries � defined in Bahasa Indonesia
Glossary � Kata-kata/istilah internasional yang digunakan dalam industri � dijabarkan dalam Bahasa Indonesia

On-the-job logbook-linking education/training and work experience
On-the-job logbook � Meliputi pendidikan/pelatihan dan pengalaman kerja

Workplace Assessors � 150 trained across Indonesia from industry, government and training institutions
Workplace Assessors � sebanyak 150 dilatih dari seluruh Indonesia baik dari pihak industri, pemerintah maupun institusi-institusi pelatihan

LEMBAGA SERTIFIKASI PROFESI

	Certification Sertifikasi
	Accreditation of Training Providers Akreditasi terhadap penyelenggaraan pelatihan
	Competency Standards Standar Kompetensi
	Workplace Assessment Pengujian di tempat kerja
	Support Materials Material Penunjang
	Distribution of Materials Pembagian Material
	Industry Services Pelayanan Industri
	Information Management Manajemen Informasi

RANK AND FILE

� GENERIC TOPICS

1.	Introduction To Hospitality Business
2.	Telephone Courtesy
3.	Promote Products And Services To Customers
4.	Deal With Conflict Situation
5.	Provide Professional Attitude
6.	Provide Service Excellence
7.	Maintain Hotel Property
8.	Maintain Safety Personnel and Customers
9.	Deal With Guest Complaints
10.	Up Selling Skill
11.	Implement Psychology Of Service
12.	Professional Grooming And Hygiene
13.	Attend Guest Requests professionally
14.	Cross Cultural Communication

SPECIFIC TOPICS

I	FRONT OFFICE
	1.	Receive And Process Reservation
	2.	Effective Check-In And Check-Out
	3.	Maintain Financial Records
	4.	Process Financial Transaction
	5.	Provide Information Service
	6.	Provide Concierge Service
	7.	Conduct Night Audit
	8.	Provide Communication Service
	9.	Handle Guest Valuables
	10.	Meet And Greet Service

II	HOUSEKEEPING
	1.	Effective Selection And Care Of Cleaning Equipment
	2.	Effective Selection And Use Of Cleaning Supplies
	3.	Carpet Care
	4.	Hard Surface Floor Care
	5.	Routine Cleaning
	6.	Deep/General Cleaning
	7.	Public Restroom Cleaning
	8.	Bedding
	9.	Bathroom Cleaning
	10.	Bed Room Cleaning
	11.	Launder Guest's Clothes
	12.	Launder In-House Linen
	13.	Provide Valet Service
	14.	Prepare Flower Arrangements

III	FOOD AND BEVERAGE SERVICE
	1.	Clean And Tidy Bar Areas
	2.	Operate A Bar
	3.	Prepare Dining / Restaurant Area For Service
	4.	Prepare And Set Table
	5.	Welcome Customer
	6.	Take And Process Order
	7.	Serve And Clear Food And Drink
	8.	Close Down Dining / Restaurant Area
	9.	Provide Room Service
	10.	Provide Specialist Advise On Food
	11.	Provide Specialist Wine Service
	12.	Prepare And Serve Cocktails
	13.	Provide Silver Service
	14.	Process Financial Transaction

IV	KITCHEN
	1.	Organize And Prepare Food
	2.	Present Food
	3.	Clean And Maintain Premises
	4.	Use Basic Method Of Cookery
	5.	Prepare Appetizers And Salads
	6.	Prepare Sandwiches
	7.	Prepare Stock And Sauces
	8.	Prepare Soups
	9.	Prepare Vegetables And Eggs Dishes
	10.	Prepare And Cook Poultry And Game
	11.	Prepare And Cook Seafood
	12.	Prepare Hot And Cold Dishes
	13.	Prepare Pastry And Cakes
	14.	Prepare Pate And Terrines
	15.	Prepare Chocolate And Chocolate Confectionery
	16.	Maintain Quality Of Food
	17.	Implement Food Safety Procedure

V	ACCOUNTING
	1.	Understand Uniformed System Of Hotel Accounting
	2.	Prepare Journal Of Transaction
	3.	Prepare Income Statement
	4.	Prepare Balance Sheet
	5.	Handle Receivables And Payables
	6.	Handle Inventory
	7.	Prepare Specialized Journals And Subsidiary Ledgers
	8.	Handle Cash

SUPERVISORY DEVELOPMENT

1.	Understand Supervisor's Role And Function
2.	Build A Positive Work Climate
3.	Apply A Leadership Style
4.	Develop Good Communication Skills
5.	Write And Implement A Performance - Based Objective System
6.	Develop And Conduct Training Program
7.	Evaluate Employees Performance
8.	Delegate Don't Abdicate
9.	Motivation And Team Building
10.	Decision Making And Problem Solving
11.	Plan And Organize For Success
12.	Professional Grooming And Hygiene
13.	Attend Guest Requests professionally
14.	Cross Cultural Communication

MIDDLE MANAGEMENT

GENERIC TOPICS

1.	Manage Physical Assets
2.	Manage Quality Customer Service
3.	Manage Employees Performance
4.	Improve Employees Productivity
5.	Maximize Hotel Revenue
6.	Establish And Maintain Quality Control And Assurance
7.	Manage Cost And Expenses
8.	Plan Inventory Level
9.	Prepare And Monitor Departmental Budget
10.	Manage Labor Relations And Work Safety
11.	Energy Management
12.	Lead And Manage People

SPECIFIC TOPICS

1.	Analyze And Promote Menu (Menu Engineering)
2.	Plan And Design Profitable Menu
3.	Monitor Food Sales And Costs
4.	Develop A Food Safety Plan
5.	Prepare Foods According To Special Dietary And Cultural Need
6.	Plan And Prepare Food For Buffets
7.	Establish And Maintain Food Quality Standard
8.	Select Cook-Chill Production System
9.	Manage Room Supply And Demand
10.	Manage And Control Room Rate
11.	Manage Guest History File
12.	Analyze And Interpret Financial Statements
13.	Manage Cash Flow
14.	Customer Retention Management
15.	Prepare And Implement A Marketing Plan
16.	Conduct Sales And Promotion Campaigns
17.	Win In Negotiation

TOP MANAGEMENT

1.	Establish And Sustain The Competitive Edge
2.	Compete And Coorporate In Changing Of The Business Environment
3.	Capitalize On Human Resources Strategy For Competitive Advantage
4.	Reverse The Cycle Of Failure Through Organization Renewal
5.	Anticipate And Respond The Globalization In The Hotel Industry
6.	Plan And Implement A Strategic Hotel Management
7.	Prepare A Feasibility Study For Strategic Investment
8.	Analyze Business Performance For Strategic Decisions
9.	Establish And Maintain Business Culture
10.	Seek And Maintain Strategic Business Partners
11.	Conduct Presentation And Meeting
12.	Professional Grooming And Hygiene
13.	Attend Guest Requests professionally
14.	Cross Cultural Communication

LANGUAGES

(ENGLISH, JAPANESE, FRENCH AND GERMAN)

GENERIC TOPICS

1.	Basic Level
2.	Intermediate Level
3.	Advance Level

SPECIFIC TOPICS

1.	Communicate On The Telephone
2.	Receive Reservation
3.	Handle Check � In And Check � Out
4.	Handle Bill Settlement
5.	Take The Guest's Order
6.	Handle Guest's Valuables
7.	Provide Information Service
8.	Deal With Guest's Complaints
9.	Explain Hotel Facilities And Services
10.	Escort The Guest
11.	Conduct A Conversation With Customers
12.	Lead And Manage People

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