SAQA

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SOUTH AFRICAN QUALIFICATIONS AUTHORITY

REGISTERED UNIT STANDARD THAT HAS PASSED THE END DATE:

Provide a counter service

SAQA US ID	UNIT STANDARD TITLE
7761	Provide a counter service
ORIGINATOR
SGB Hospitality,Tourism,Travel, Leisure and Gaming
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-
FIELD			SUBFIELD
Field 11 - Services			Hospitality, Tourism, Travel, Gaming and Leisure
ABET BAND	UNIT STANDARD TYPE	PRE-2009 NQF LEVEL	NQF LEVEL	CREDITS
Undefined	Regular	Level 3	NQF Level 03	2
REGISTRATION STATUS		REGISTRATION START DATE	REGISTRATION END DATE	SAQA DECISION NUMBER
Passed the End Date - Status was "Reregistered"		2009-11-03	2011-07-31	SAQA 0160/05
LAST DATE FOR ENROLMENT		LAST DATE FOR ACHIEVEMENT
2012-07-31		2015-07-31

In all of the tables in this document, both the pre-2009 NQF Level and the NQF Level is shown. In the text (purpose statements, qualification rules, etc), any references to NQF Levels are to the pre-2009 levels unless specifically stated otherwise.

This unit standard does not replace any other unit standard and is not replaced by any other unit standard.

PURPOSE OF THE UNIT STANDARD

Each learner must be able to provide counter service in a way that promotes the organisation.
The learner must understand the importance of carrying out tasks in such a way that the customers needs are a priority.

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING

None

UNIT STANDARD RANGE

Range statements are included with specific outcomes as necessary.

Specific Outcomes and Assessment Criteria:

SPECIFIC OUTCOME 1

Demonstrated knowledge and understanding.

OUTCOME NOTES

1. Explain the interrelationship between completing tasks within time limits and customer satisfaction.

2. Explain the importance of maintaining a constant stock of dining service items and accompaniments.

3. Stress the importance of handling and disposing of refuse, used disposables and food waste in a hygienic way.

4. Explain the consequences of giving inaccurate information to customers.

5. State organisational procedures for counter service and displaying food.

6. Explain the effect of not ensuring equipment is set at required temperature levels prior to service.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes.

ASSESSMENT CRITERION NOTES

This unit must be assessed in the workplace or a realistic working environment.

The unit standard can be assessed in isolation.

ASSESSMENT CRITERION 2

2. Evaluate the learner's ability to meet the outcomes consistently.

ASSESSMENT CRITERION NOTES

This unit standard can be assessed by a combination of observation, questioning, simulation and product sample.

Observation supplemented by questioning to cover taking orders and service of food to customers.

Product sample food display.

Simulation or questioning to cover unexpected situations.

ASSESSMENT CRITERION RANGE

Unexpected situations: guest requesting extra portions, shortage of food service items, guests complaining about temperature of food, guests complaining about tastes of food.

ASSESSMENT CRITERION 3

3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes.

ASSESSMENT CRITERION 4

4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes.

ASSESSMENT CRITERION 5

5. Counsel the learner on future assessments, necessary learning and further qualifications.

SPECIFIC OUTCOME 2

Demonstrated ability to make decisions about practice and to act accordingly.

OUTCOME NOTES

7. Greet customers promptly and interact with them in a polite and friendly manner.

8. Give accurate information on individual dishes to meet customer requirements. (Range of information: portion sizes, method of cooking, accompaniments).

9. Identify customer's requirements correctly and offer alternatives where necessary. (Range of requirements: Health and dietary, cooking methods, religious).

10. Provide customers with the correctly portioned food and drink items using appropriate service methods.

11. Make suggestions on ways to improve customer service.

12. Keep food counters, customer dining areas and service areas tidy and free from refuse and food debris.

13. Maintain, replenish, store and display food, drink and service items.

14. Dispose of waste and refuse hygienically.

15. Describe decisions and reasons for action taken in response to unexpected situations within an individual's responsibility. (Range of unexpected situations: guest requesting extra portions, shortage of food service items, guests complaining about temperature of food, guests complaining about taste of food).

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes.

ASSESSMENT CRITERION NOTES

This unit must be assessed in the workplace or a realistic working environment.

The unit standard can be assessed in isolation.

ASSESSMENT CRITERION 2

2. Evaluate the learner's ability to meet the outcomes consistently.

ASSESSMENT CRITERION NOTES

This unit standard can be assessed by a combination of observation, questioning, simulation and product sample.

Observation supplemented by questioning to cover taking orders and service of food to customers.

Product sample food display.

Simulation or questioning to cover unexpected situations.

ASSESSMENT CRITERION RANGE

Unexpected situations: guest requesting extra portions, shortage of food service items, guests complaining about temperature of food, guests complaining about tastes of food.

ASSESSMENT CRITERION 3

3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes.

ASSESSMENT CRITERION 4

4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes.

ASSESSMENT CRITERION 5

5. Counsel the learner on future assessments, necessary learning and further qualifications.

SPECIFIC OUTCOME 3

Demonstrated ability to learn from our actions and to adapt performance.

OUTCOME NOTES

16. Given other types of counter service, describe the differences. (Range of service: traditional cafeteria, free-flow cafeteria, carousel).

17. Should display equipment not be working discuss alternative ways of cooling or heating.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes.

ASSESSMENT CRITERION NOTES

This unit must be assessed in the workplace or a realistic working environment.

The unit standard can be assessed in isolation.

ASSESSMENT CRITERION 2

2. Evaluate the learner's ability to meet the outcomes consistently.

ASSESSMENT CRITERION NOTES

This unit standard can be assessed by a combination of observation, questioning, simulation and product sample.

Observation supplemented by questioning to cover taking orders and service of food to customers.

Product sample food display.

Simulation or questioning to cover unexpected situations.

ASSESSMENT CRITERION RANGE

Unexpected situations: guest requesting extra portions, shortage of food service items, guests complaining about temperature of food, guests complaining about tastes of food.

ASSESSMENT CRITERION 3

3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes.

ASSESSMENT CRITERION 4

4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes.

ASSESSMENT CRITERION 5

5. Counsel the learner on future assessments, necessary learning and further qualifications.

UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS

1. Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA.

2. Any institution offering learning that will enable achievement of this unit standard must be registered with the FE/HE Registrar.

3. Any institution wishing to receive skill development grants must be accredited with the relevant ETQA. Such an institution will also be registered with the relevant SETA.

4. Moderation of assessment will be done by the relevant ETQA at its discretion.

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE

Embedded knowledge and Critical cross-field outcomes have been included within the specific outcomes category.
This has been done as it was deemed necessary to ensure holistic assessment occurred.

The specific outcomes can be applied in a range of contexts.

Many of the outcomes have been written in such a way that competence must be demonstrated in the context as opposed to in isolation from a context.

The specific outcomes are comparable to outcomes used internationally.

We therefore structured outcomes using the format noun + verb + condition (modifying phrase)Specific outcomes have been split into three categoriesa) knowledge and understanding (what the learner must know and understand)b) decision-making and acting (what the learner must do)c) adapting performance ( including reflexive competence)In many instances there are more than six specific outcomes, as the inclusion of critical cross-field outcomes and embedded knowledge has increased the number of specific outcomes.

If competencies are to be clustered in a meaningful way, then these unit standards cannot be split.

Critical Cross-field Outcomes (CCFO):

UNIT STANDARD CCFO WORKING

Work effectively with others (Specific Outcome 12)

UNIT STANDARD CCFO ORGANISING

Organise and manage oneself (Specific Outcome 15)

UNIT STANDARD CCFO COMMUNICATING

Communicate effectively (Specific Outcome 1,7,8,9,10,11)

UNIT STANDARD NOTES

Essential embedded knowledge is dealt with under the specific outcomes section where "demonstrated KNOWLEDGE and UNDERSTANDING" is required.

Recommendations and Exemplars for the design of:

Learning/Curriculum

Identify and know service items.

Identify and know food and drink items.

Know and understand the organisational procedures for cleaning, replenishing and storing.

Know and understand the organisational procedures for portion control.

Potential exercise: Learner must investigate other counter services and design his counter service sequence.

Performance systems

A new employee should be able to achieve this unit within 3 months of being trained.

Ongoing measurement of the learner's ability to meet this standard is recommended.

QUALIFICATIONS UTILISING THIS UNIT STANDARD:

	ID	QUALIFICATION TITLE	PRE-2009 NQF LEVEL	NQF LEVEL	STATUS	END DATE	PRIMARY OR DELEGATED QA FUNCTIONARY
Core	14115	National Certificate: Fast Food Services	Level 3	NQF Level 03	Passed the End Date - Status was "Reregistered"	2023-06-30	CATHSSETA
Core	14109	National Diploma: Fast Food Services	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	CATHSSETA

PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS UNIT STANDARD:

This information shows the current accreditations (i.e. those not past their accreditation end dates), and is the most complete record available to SAQA as of today. Some Primary or Delegated Quality Assurance Functionaries have a lag in their recording systems for provider accreditation, in turn leading to a lag in notifying SAQA of all the providers that they have accredited to offer qualifications and unit standards, as well as any extensions to accreditation end dates. The relevant Primary or Delegated Quality Assurance Functionary should be notified if a record appears to be missing from here.

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