Restaurant Service

WorldSkills Occupational Standards (WSOS)

Occupation description and WSOS

The name of the skill competition is

Restaurant Service

Description of the associated work role(s) or occupation(s)

The restaurant service practitioner provides high quality food and drink service to guests. A food service practitioner generally works in the commercial sector, offering a range of services to customers. There is a direct relationship between the nature and quality of the service required and the payment made by the guest. Therefore, the practitioner has a continuing responsibility to work professionally and interactively with the guest in order to give satisfaction and thus maintain and grow the business.

The practitioner is likely to work in a hotel or restaurant. However, the size, nature and quality of these establishments can vary enormously from internationally renowned hotel chains to smaller, privately-owned, more intimate restaurants. The quality and level of service provided and expected by guests will also vary. The styles of service will be dependent on the targeted customer and can range from simple self-service operations to elaborate service styles where dishes can be prepared at the guests’ table. In its more elaborate form, food, and drink service can be likened to a form of theatre.

High quality food and drink service requires the practitioner to have extensive knowledge of international cuisine, beverages, and wines. They must have a complete command of accepted serving rules and must know the preparation of speciality dishes and drinks at the guests’ table or in the bar. The food server is the most important person in attending to the guests and providing the meal experience. Skill and resourcefulness, good manners, excellent interaction with guests, aplomb, excellent personal and food hygiene practices, smart appearance, and practical ability are all essential.

A wide range of specialist tools and materials will be used for the service of specialist dishes, drinks, and wines. The practitioner will be familiar with their use in addition to the more usual pieces of equipment that are found in most dining situations.

Irrespective of the working environment, excellent communication, and customer care skills are universal attributes of the outstanding practitioner. Food service personnel will work as part of a team and with other teams in the hotel or restaurant. Whatever the structure of the work, the trained and experienced practitioner takes on a high level of personal responsibility and autonomy. This ranges from safeguarding the health and wellbeing of the guests and colleagues through scrupulous attention to safe and hygienic working practices, to achieving exceptional experiences for special occasions.

With the globalization of gastronomy, the expansion of travel for pleasure and business, and the international mobility of people, staff in the hospitality industry enjoy rapidly expanding opportunities and challenges. For the talented restaurateur there are many commercial and international opportunities; however, these carry with them the need to understand and work with diverse cultures, trends, and environments. The diversity of skills associated with restaurant service is therefore likely to keep expanding.

The WorldSkills Occupational Standards (WSOS)

General notes on the WSOS

The WSOS specifies the knowledge, understanding, skills, and capabilities that underpin international best practice in technical and vocational performance. These are both specific to an occupational role and also transversal. Together they should reflect a shared global understanding of what the associated work role(s) or occupation(s) represent for industry and business (www.worldskills.org/WSOS).

The skill competition is intended to reflect international best practice as described by the WSOS, to the extent that it can. The Standard is therefore a guide to the required training and preparation for the skill competition.

In the skill competition the assessment of knowledge and understanding will take place through the assessment of performance. There will only be separate tests of knowledge and understanding where there is an overwhelming reason for these.

The Standard is divided into distinct sections with headings and reference numbers added.

Each section is assigned a percentage of the total marks to indicate its relative importance within the Standards. This is often referred to as the “weighting”. The sum of all the percentage marks is 100. The weightings determine the distribution of marks within the Marking Scheme.

Through the Test Project, the Marking Scheme will assess only those skills and capabilities that are set out in the WorldSkills Occupational Standards. They will reflect the Standards as comprehensively as possible within the constraints of the skill competition.

The Marking Scheme will follow the allocation of marks within the Standards to the extent practically possible. A variation of up to five percent is allowed, if this does not distort the weightings assigned by the Standards.

WorldSkills Occupational Standards

Section		Relative importance (%)
1	Work organization and (Self)-Management	10
	The individual needs to know and understand: The organization and structure of the hospitality and restaurant service industry Different types of food and beverage service establishment and the styles of food and Beverage service that they will use. The importance of the ambiance of the restaurant to the overall meal experience Target markets for various types of food service styles Business and financial imperatives when running a food service establishment Relevant legislative and regulatory requirements, including health, safety, and environment, food handling and hygiene, and the sale and service of alcoholic beverages The importance of working efficiently to minimize wastage and negative impacts on the environment from business activity and to maximize sustainability, such as by composting Issues surrounding sustainability and ethics of the food being served The impact of culture, religion, allergies, intolerances, and tradition on diet and cooking of the produce being served Ethics linked to the food service industry The importance of effective inter-departmental working The requirement to be careful about detail and thorough in completing work tasks Restaurant design and layout Sustainable processes for the control of energy consumption, food waste, reusable packaging, and eco-friendly cleaning products The importance of using local and seasonal ingredients The use of digital design and processes as a factor in sustainable practice
	The individual shall be able to: Present themselves to guests in a professional manner Demonstrate personal attributes including personal hygiene, smart and professional appearance, demeanour, and deportment Organize tasks effectively and plan workflows Manage the process of customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction Consistently demonstrate hygienic and safe work practices Minimize waste and any negative impact on the environment Treat all goods with respect and apply sustainable economic resourcefulness Work effectively as part of teams and with other departments Act honestly and ethically in all dealings with customers, colleagues, and the employer Be responsive to unexpected or unplanned situations and effectively solve problems as they occur Engage with continuous professional development to maintain knowledge of current trends and fashions within culinary and food service developments Prioritize tasks, especially when serving multiple tables Apply sustainable practices to all service techniques Make suggestions for improvement of operational procedures Create and adapt service techniques with own ideas and develop them further to fit each restaurant’s style of operating
2	Communication and Interpersonal Skills	14
	The individual needs to know and understand: The importance of overall meal experiences The importance of effective communications and inter-personal skills when working with customers and colleagues The food server’s role in maximizing sales of food and beverages The importance of appearance when on public view and dealing with customers The advantage of a second language in dealing with international clients
	The individual shall be able to: Greet and seat guests appropriate to service areas Provide appropriate advice and guidance to guests on the menu choices, based on sound knowledge Guide guests on Allergan, calorie, vegan and dietary choices. Take orders accurately from guests using both paper and digital systems. Judge the level of communication and interaction appropriate for each guest or group Communicate effectively with guests appropriate to the setting and the guests’ requirements Act politely and courteously Be attentive without being intrusive Check with customers that everything is satisfactory Observe appropriate table etiquette Maintain composure, keep emotions in check, and avoid aggressive behaviour, even in very difficult situations Deal effectively with guests who are difficult or who complain Communicate effectively with guests who have communication difficulties Recognize and respond to any special needs that guests may present Liaise effectively with kitchen staff and colleagues, particularly during pressure periods Present bills, deal with payments, and bid guests’ farewell Provide advice and ideas on service matters to management Propose solutions and discuss with a goal orientated attitude, arriving at agreed solutions Plan and implement meal promotions
3	Food hygiene and health, safety, and environment	9
	The individual needs to know and understand: Legislation and good practice relating to the handling, storage, preparation and service of food and beverage produce Legislation and good practice for safe working practices in a restaurant environment and in the use of specialist restaurant service equipment Quality indicators for the service of all food produce in the restaurant The safe use of knife and specialist equipment in advanced service techniques
	The individual shall be able to: Work hygienically and practise hygienic procedures in all service activities Maintain clean, neat, and tidy workstation, storage, and waste areas Practise food safety during food preparation, cooking, and service (HACCP principles are applied) Prevent cross-contamination in the storage and service of food and beverage produce Store all food items contained, covered, labelled, and dated Store all non-food commodities, tools, and equipment safely and hygienically Ensure all equipment and work areas are cleaned to the highest standards Work safely and uphold accident prevention regulations Use all tools and equipment safely and according to the manufacturer’s instructions Promote health, safety, and environment and food hygiene within the working environment Undertake training in First Aid, Manual handling and apply strong knowledge of health and safety in food handling practices
4	Préparation for service (mise en place)	9
	The individual needs to know and understand: A range of standard restaurant materials and equipment including: Cutlery Crockery Glassware Linen Furniture The purposes of specialist equipment used in restaurant service. The importance of presentation and appearance for restaurants The factors that contribute to creating the right ambiance and atmosphere for dining The tasks to be completed to prepare for service
	The individual shall be able to: Prepare table dressings and decorations Ensure that rooms are clean and well presented Prepare restaurants appropriately for meals to be served Place tables and chairs appropriately for expected number of covers Set tables using the appropriate linen, cutlery, glassware, china, cruets, and additional equipment necessary Create a range of innovative napkin folds for different settings and occasions Prepare restaurants for various service styles including breakfast, lunch, afternoon tea, dinner, casual, a la carte, bar, banqueting, and fine dining service Prepare buffet tables for buffet style service including boxing tablecloths Organize and prepare function rooms in readiness for various function formats Organize and prepare sundry supporting areas, for example sideboards, still rooms, and expected accompaniments and condiments for menu items
5	Food service	28
	The individual needs to know and understand: The history of food service and advanced service techniques National and international food and beverage service styles and techniques When and in what circumstances various food service techniques would be used Ingredients, method of cookery, presentation, and service for all dishes on the menu, sufficient to advise guests Current and future trends in restaurant service A range of highly specialized and international cuisines and their styles of restaurant service
	The individual shall be able to: Manage the service cycle for different styles of service Use specialist equipment correctly and safely Correct covers as required for dishes to be served Professionally and efficiently serve food for different styles of service, e.g. Plated service Silver service/French service Gueridon service Trolley/Voiture service Serve food from Gueridons Prepare, portion, and serve specialist dishes from Gueridons, including: Assembly of dishes Carving of meat, poultry, and wild meat Filleting fish Preparing and carving fruits Using spices in preparing dishes Serving different cheeses Preparing salads and salad dressings Flambé dishes (meat, dessert, seafood, fruit) Preparing main courses, starters, deserts Demonstrate appropriate flare and theatre Clear plates and other items from customers’ tables Crumb down at appropriate times between courses Serve a range of meals including breakfast, lunch, afternoon tea, dinner, casual, a la carte, bar, banqueting, and fine dining service Provide high quality restaurant service in highly specialized or international restaurants Create own dishes (flambé) from ingredient lists Make environmentally sustainable choices and use locally sourced food and beverage currently in season
6	Cocktail and Beverage service	14
	The individual needs to know and understand: The range of beverages that may be prepared and served in a restaurant or other outlet How to use specialist equipment properly and safely The range of glassware in which beverages may be served The range of china and glassware in which beverages may be served The range of china, silver and glassware that may be used such as, spoons, strainers, tongs, etc. Recognized accompaniments for beverages Trends and fashions in beverage sales and service The range of sustainable beverages available to guests Techniques and styles of beverage service Names and correct spirits and liqueurs, beers, syrup, juices, water The range of alcoholic and non-alcoholic drinks that may be served in a restaurant The range of glassware and their uses in drinks service The range of accompaniments that are served with alcoholic and non-alcoholic drinks Issues relating to honesty and integrity in regard to alcoholic drinks Legal requirements relating to the sale and service of alcoholic drinks Methods of serving drinks in a range of scenarios A range of cocktails, their ingredients, methods of making and service Servers ethical and moral responsibilities in relation to the sale and service of alcoholic drinks
	The individual shall be able to: Serve and clear different types of beverages and drinks Prepare and serve beverages from a range of specialist machines: blenders, juicers, ice machines, beverage carbonating systems etc. Use specialist equipment for serve beverages (sommelier knife, opener, strainer, jiggers etc.) Create own speciality beverages with an accepted range of choice Prepare and serve a range of cold drinks Prepare and serve liqueurs including with beverages Prepare cocktails Prepare garnish cocktails Serve beverages, beers, liquors, spirits, cocktails, waters Follow the correct procedures for opening beverages Prepare the service area for the service on alcoholic and non-alcoholic drinks Select glassware and accompaniments for the sale and service of alcoholic and non-alcoholic drinks Maintain the highest standards of hygiene and cleanliness during the sale and service of alcoholic and non-alcoholic drinks Serve alcoholic drinks within current legislation with regard to measures, customers’ ages, service times and locations Pour drinks from bottles, for example beers and ciders Measure drinks using appropriate measures Follow recipes for IBA cocktails Prepare, serve, and clear alcoholic and non-alcoholic beverages for different styles of service: At the table Reception drink service Prepare and serve different styles of cocktail including: Stirred Shaken Built Blended Muddled Signature Recognize by sight and smell a selection of spirits, aperitifs, and liqueurs Create own alcoholic and non-alcoholic cocktails from ingredient lists
7	Wine service	9
	The individual needs to know and understand: The wine making process. Details of various wines including: Grape variety Production Country and region of origin Vintages Characteristics Matching food and wine How wine is stored Method of preparing wine for service Selection of glassware and equipment used in wine service Methods for the service for various wines The type of wine relating to colour and the appropriate wine glass used in their service The concept of ‘green’ and ‘sustainable’ wines The use of wine as an accompaniment for food
	The individual shall be able to: Provide informed advice and guidance to the guest on the selection of wine Identify a range of wines from aroma, taste, and appearance Interpret information on a wine bottle’s label Select and place on the table the appropriate glassware to the chosen wine Present wines to the guest Open wine at the table using accepted equipment. Open wine that has a traditional cork, champagne cork, or screw top Decant or aerate wine when appropriate Offer wine for tasting Pour wine at the table, observing table etiquette Serve wines at their optimum temperature and condition Serve at a reception drinks service, e.g., champagne Recognize by sight and smell a selection of fortified wines
8	Hot Beverage service	7
	The individual needs to know and understand: The coffee and other hot beverage making process The value of using sustainable tea and fair-trade coffee products. Details of various coffee including: Beans Production Country and region of origin Characteristics Specialist barista coffee machines and other equipment (e.g., Aero Press) Preparation and service of different styles of barista coffee Techniques with milk products The selection of glassware and equipment used in coffee service. Classic types of coffee Coffee grinding Various details of Tea and herbal infusions: Tisane Tea, Black, Herbal, Green etc. Bubble tea Service of tea
	The individual shall be able to: Serve and clear different types of beverages and drinks Prepare and serve beverages from a range of specialist machines: teapots, coffee machines, boilers, ice machines, grinders and other equipment relating to hot beverage preparation and service Prepare and serve hot drinks Follow the recipes for classic hot drinks Prepare a range of international coffee specialities and other hot beverages Create signature hot drinks with own choice Use appropriate pouring techniques Decorate coffees and other hot beverages Follow appropriate working processes for the service of hot beverages
	Total	100

References for industry consultation

General notes

WorldSkills is committed to ensuring that the WorldSkills Occupational Standards fully reflect the dynamism of internationally recognized best practice in industry and business. To do this WorldSkills approaches a number of organizations across the world that can offer feedback on the draft Description of the Associated Role and WorldSkills Occupational Standards on a two-yearly cycle.

In parallel to this, WSI consults three international occupational classifications and databases:

ISCO-08: (http://www.ilo.org/public/english/bureau/stat/isco/isco08/)
ESCO: (https://ec.europa.eu/esco/portal/home )
O*NET OnLine (www.onetonline.org/)

References

This WSOS (Section 2) appears most closely to relate to Waiters and Waitresses:
https://www.onetonline.org/link/summary/35-3031.00

and Waiter/Waitress:
http://data.europa.eu/esco/occupation/d5db9d5c-2ebf-4a54-a79a-1b7e7ff70471

These links also enable adjacent occupations to be explored.

ILO 5131

The following table indicates which organizations were approached and provided valuable feedback for the Description of the Associated Role and WorldSkills Occupational Standards in place for WorldSkills Lyon 2024.

Organization	Contact name
AEHT - hotel and tourism high school of Saint Quentin en Yvelines-lycée	Guillaume Staquet, Teacher Hospitality Management - Head Judge Restaurant Service
Schweizerische Hotelfachschule Luzern	Silvio Tschudi, Academic Dean
Costadoro	Fabio Verona, Head of training
Iconic Luxury Hotels	John Hollywood, Head of Learning and Development
OUE Restaurants Pte Ltd	Kelvin Tay, General Manager- Shisen Hanten by Chen Kentaro and Chatterbox
The Ritz London	Luigi Cagnin, Restaurant Manager