BARTENDER (NOC # 6452)

Transcription

1 BARTENDER (NOC # 6452) Job Definition 1 : A bartender is a professional service attendant who: interacts with staff and guests in a positive and professional manner maintains a neat and clean work area mixes and prepares beverages for guests and staff collects payments and records sales maintains inventory and stock. Additional Occupational Information 2 : Bartenders mix and serve alcoholic and non-alcoholic beverages. They are employed in restaurants, hotels, bars, taverns, private clubs, banquet halls and other licensed establishments. Supervisors of bartenders are included in this unit group. Overview: This Occupational Language Analysis (OLA) presents Canadian Language Benchmarks (CLB) competencies and typical speaking, listening, reading and writing tasks performed at a competent level by bartenders. The tasks are illustrative only, and do not provide a complete sample of what a bartender does on the job. Other essential skills such as numeracy and computer skills are beyond the scope of the OLA. The OLA was validated by a panel of people employed in the occupation and by CLB experts. It was developed by CLB experts using three key resources: the Canadian Language Benchmarks 2000, Centre for Canadian Language Benchmarks and Citizenship and Immigration Canada the National Occupational Standards for Bartenders, Canadian Tourism Human Resource Council the Essential Skills Profile for Bartenders, Human Resources and Skills Development Canada For a more complete picture of the competencies that are needed to perform this occupation, refer to these source documents. Centre 1 Essential for Skills Canadian Profile Language for Bartenders Benchmarks (NOC 6452), August Human Resources 2005 and Skills 1 Development Canada. Also available OLA: in Appendix Bartender C of the NOS. 2 National Occupational Standards for the Canadian Tourism Industry: Bartender (2 nd Edition), Canadian Tourism Human Resource Council

2 How to Read this Occupational Language Analysis: The titles, numbers and sequence of categories are based on the Canadian Language Benchmarks 2000, which address four major skill areas Speaking, Listening, Reading and Writing. CLB competencies (language descriptors) are entered at the left margin and followed by a number indicating the benchmark level (1 12) for each competency. Sample occupational tasks (descriptors of work/job tasks)drawn from the Essential Skills Profile or the National Occupational Standards are indented and italicized underneath each competency and referenced to their source, as follows: Task Source Reference Example Essential Skills Profile National Occupational Standard ES + the first letters of the profile section NOS + the section/subsection (ES-DU) = Essential Skills Profile, Document Use section (NOS-B2.5) = National Occupational Standard, Major Category B, Skill 2; Subskill 5) Comparative Ratings: The following chart compares typical and most complex essential skills ratings for bartenders, based on the Essential Skills Profile, to the corresponding range of CLB ratings, as suggested in the Canadian Language Benchmarks and Essential Skills Comparative Framework 3. These are general ranges and there may be some language tasks that fall outside of this range. Skill Area Typical Most Complex Essential Skills CLB Essential Skills CLB Speaking Listening Reading Writing Common Conditions of Communication: Condition Purpose Audience Context Topic Mode Description providing direct customer service; working as part of a team; maintaining a record customers (routinely); co-workers; supervisors; delivery/service personnel (occasionally) varies widely; often a dynamic (changing) and noisy environment; working with people under the influence of alcohol wide range of topics: concrete to abstract; familiar and unfamiliar; making small talk most commonly face-to-face; often by phone; may involve computers 3 Relating Canadian Language Benchmarks to Essential Skills: A Comparative Framework, Centre for Canadian Language Benchmarks, 2005 Centre for Canadian Language Benchmarks August OLA: Bartender

3 I. Social Interaction Skill: Speaking Interpersonal Competencies Greet, introduce self and ask about the other person. (CLB 3) greet promptly, smile, and make eye contact (NOS-G2.1) acknowledge co-workers upon arrival, e.g., make eye contact, greet verbally (NOS-C2.1) Express or respond to compliments or congratulations. (CLB 5) be complimentary, e.g. provide praise for a job well done (NOS-C2.1) Open, maintain and close a short routine formal conversation. (CLB 6) talk to customers, listen to their problems (ES-OC) acknowledge departing guests, thank them, invite them back (NOS-B2.4) express appropriate farewell (NOS-G2.1) Express/respond to apology, regrets and excuses. (CLB 6) apologize discreetly to inconvenienced guests (NOS-B3.4) Respond to a minor conflict or complaint. (CLB 8) if (credit card) authorization is declined, discreetly inform guest (NOS-I3.5) respond to customer concerns, using humour as appropriate to lighten the atmosphere if it becomes tense (ES-OC) be tactful, e.g., explain difficult situations without offending (NOS-B2.1) check with guest as soon as possible to ensure complaint or concern has been effectively resolved (NOS-B3.3) Comfort and reassure a person in distress. (CLB 8) apologize for inconvenience; thank guest for bringing problem to your attention; reassure guest (NOS-B3.3) empathize with guest; show genuine concern, e.g., I am sorry you are upset (NOS-B3.3) interact with customers to reassure, comfort (ES-OC) Respond to perceived hostility, blaming, putdowns, sarcasm, sabotage, condescension/patronizing or lies in social interaction. (CLB 10) defuse conflicts that develop between customers (ES-OC) be calm, courteous and diplomatic; avoid challenging, confronting or embarrassing guest (NOS-B3.4) be ethical, e.g. speak fairly about competition, avoid gossiping; be positive, remain pleasant in stressful situations (NOS-B.2.1) avoid emotionally charged words (e.g. drunk) and accusations when discontinuing alcohol service ( cutting off a guest) (NOS- J1.5) Conversation Management Confirm own comprehension. (CLB 7) ask questions or paraphrase to clarify information (NOS-B2.4) Encourage others in a conversation by showing interest (CLB 5) be enthusiastic, show interest in your work and in guest s needs (NOS-B2.1) Use appropriate non-verbal behaviour. (CLB 7) show interest in what is being said, for example: lead forward slightly, acknowledge with nod or smile, as appropriate (NOS- C1.1) Use a variety of strategies to keep the conversation going. (CLB 7/8) speak directly to the person you are addressing (NOS-C1.3); do not interrupt, use appropriate language (NOS-B2.4); confirm understanding, e.g. repeat message in own words, ask questions to clarify (NOS-C1.1) check whether or not true intent of non-verbal behaviour is being received (NOS-C1.2) Phone Competencies Take live phone messages with five to seven details. (CLB 7) take clear and accurate messages and forward to appropriate individual (NOS-C1.4) Centre for Canadian Language Benchmarks August OLA: Bartender

4 Carry on a brief phone conversation in a professional manner. (CLB 8) greet caller according to house policy, e.g., Good evening. XXX Restaurant and Bar. Sam speaking. How may I help you? (NOS-C1.4) thank caller by name, if possible, and offer closing comment, e.g., Thank you for calling, Mr. Jones. Have a nice day. (NOS- C1.4) II. Instructions Give sets of simple everyday instructions and directions. (CLB 4) give directions to delivery persons about where to place supplies (ES-OC) Give an extended set of sequentially presented simple clause instructions/directions on daily routine actions. (CLB 5) direct guests to services, facilities, or to a source of further information (NOS-B2.4) talk to bar managers to get directions for the shift (ES-OC) Give/pass on clear instructions and directions related to moderately complex familiar technical and non-technical tasks. (CLB 7/8) inform other workers or demonstrate to them how tasks are performed (ES-WWO) instruct new staff members, explaining and demonstrating procedures (ES-OC) direct co-workers and guests in emergency procedures, evacuation (NOS-K2.5) III. Suasion (Getting Things Done) Ask for, offer, and accept assistance. (CLB 3) offer seating in well-lit, quiet area (NOS-B.3.5) ask if anything else is required (NOS-G2.1) ask for assistance, as needed (NOS-C2.1) seek assistance when communication barriers exist, e.g., with foreign-language speakers (NOS-C1.3) Give and get permission. (CLB 5) seek guest s approval (NOS-B3.3) Call for emergency assistance. (CLB 5) report emergency; dial emergency number, identify nature of emergency (NOS-K2.5) Make a simple formal suggestion; provide a reason. (CLB 6) voice concerns constructively to ensure positive work environment (NOS-B1.3) make recommendations, when appropriate (NOS-B2.4) suggest popular menu items or personal favourites, add-ons, upgrades (NOS-G1.2) Make a simple prediction of consequences. (CLB 6) report potential hazards to supervisor, for example: wobbly chairs and tables; splintered or rough surfaces (NOS-K4.1) Give and respond to a warning; discourage others. (CLB 7) warn guests about hot drinks or hot plates (NOS-G2.1) if directed to evacuate building: inform guests of nearest exit, direct flow of traffic; move guests well beyond exits (NOS-K2.5) Request a word. Ask for and respond to recommendations or advice. (CLB 7) seek feedback from team members re: personal performance (NOS-B1.1) accept and provide constructive feedback (NOS-C2.1) Make an extended suggestion on how to solve an immediate problem or make an improvement. (CLB 7) suggest solutions to problems (NOS-B.2.1) Centre for Canadian Language Benchmarks August OLA: Bartender

5 IV. Information Presentations Describe and compare people, places etc. (CLB 6) describe main features of current and upcoming events and attractions, local products and services (NOS-A1.5) Describe a moderately complex process. (CLB 7) describe storage of beer (NOS-D4.3) describe storage and service requirements (NOS-D4.6) Interaction One-on-One Ask for and provide information in an interview related to daily activities. (CLB 6) access tourism information; contact agencies (NOS-A1.4) describe menu items accurately (NOS-B2.1) inform staff of specials, shortages and new products (NOS-G2.2) notify a supervisor about a complaint or concern (NOS-B3.3) report malfunctions to supervisor or service representative (NOS-I1.2) Ask for and provide detailed information related to personal needs, varied daily activities and routine work requirements. (CLB 7/8) describe, to customers or co-workers, different products and services, menu items (NOS-B2.1) describe basic meat serving cuts (NOS-D1.1) describe basic soup types (NOS-D2.1) liaise with servers and bar assistants to clarify orders or to give direction (ES-OC) interact with customers, suppliers, services, co-workers and managers to seek, obtain information, discuss or exchange information and opinions (ES-OC) forward necessary information to appropriate departments (NOS-B2.1) Discuss options. (CLB 8) suggest popular items or personal favourites, if asked (NOS-G1.2) offer items that complement one another, e.g., gravy with french fries; suggest upgrades (NOS-G1.2) Interaction in a Group Participate in a small group discussion/meeting: express opinions and feelings; qualify opinion; express reservations, approval and disapproval. (CLB 7) participate in: staff meetings, e.g., provide input; in-house training sessions; skill development programs; industry-related workshops, seminars and conferences (NOS-B2.5) share knowledge and skills with co-workers (NOS-B2.5) contribute ideas in staff meetings (NOS-C2.1) Express doubts and concerns; oppose or support a stand or a proposed solution. (CLB 8) voice concerns constructively to ensure positive work environment (NOS-B1.3) Centre for Canadian Language Benchmarks August OLA: Bartender

6 I. Social Interaction Skill: Listening Identify factual details and inferred meanings in dialogues containing compliments, invitations and offers; discussion of interests, likes/dislikes and preferences. (CLB 5) listen carefully to determine guests needs; do not interrupt (NOS-B2.4) Identify situation and relationship between speakers. (CLB 5) (note) messages sent and received through appearances and behaviours, for example: distance between speaker and listener (NOS-C1.2) Identify mood/attitude of participants. (CLB 6) note guest s body language, e.g., checking watch may mean guest is in a rush (NOS-B2.4) Identify stated and unspecified details, facts and opinions about situation and relationship of participants containing expression of and response to gratitude and appreciation, complaint, hope, disappointment, satisfaction, dissatisfaction, approval and disapproval. (CLB 7) listen to details of complaint or concern; allow guest to express feelings; ask questions to obtain facts (NOS-B3.3) II. Instructions Understand a range of spoken everyday instructions on step by step procedures. (CLB 5) take messages from co-workers, supervisor/manager (ES-OC) Understand simple directions on the phone. (CLB 7) access tourism information from toll-free information lines (NOS-A1.4) take clear and accurate phone messages (NOS-C1.4) III. Suasion (Getting Things Done) Demonstrate comprehension of details and speaker s purpose in suggestions, advice, encouragements and requests. (CLB 6) note special requests or substitutions (NOS-G2.1) receive acknowledgement from guests that orders are correct (NOS-G2.1) seek feedback from team members (NOS-B1.1) Demonstrate comprehension of details and speaker s purpose in directive requests, reminders, orders and pleas. (CLB 7) determine special needs, e.g., identify allergy; consult with parent (to) confirm order (NOS-B3.5) receive acknowledgement from guests that orders are correct (NOS-G2.1) in emergency situations, listen carefully and cooperate with emergency personnel (NOS-K2.5) IV. Information Demonstrate comprehension of the gist, factual details and some inferred meanings by listening to a descriptive or narrative text (e.g. TV/radio news item or report). (CLB 5) access tourism information (through) media, e.g., newspaper, radio (NOS-A1.4) Identify main ideas, supporting details, statements and examples in a descriptive or narrative presentation, or in a group interaction (e.g. meeting, discussion). (CLB 6) listen to a training video or attend a short presentation about sanitation and safety (NOS-K1-4) Demonstrate comprehension of mostly factual details and some inferred meaning in an extended description, report or narration when events (or stages) are reported out of sequence. (CLB 7) participate in in-house training sessions or industry-related workshops, seminars and conferences (NOS-B2.5) Identify rhetorical signals of chronological order, comparison and contrast and cause and effect in the discourse. ( CLB 7) listen to information about local products, services, events or attractions and retell to customers, respond to questions (NOS- A1.5) Centre for Canadian Language Benchmarks August OLA: Bartender

7 I. Social Interaction Skill: Reading No communication tasks for this category were found in the source documents. These tasks may, in fact, exist for this occupation and will require individual assessment in each work context. II. Instructions Understand and follow moderately complex written instructions for seven to 10-step procedures. ( CLB 5) read recipes for mixed drinks in a variety of bartender s guides (ES-R) refer to manuals for equipment, such as dishwashers, and for touch screen ordering and billing software (ES-R) read opening and closing procedures set by management (ES-R) read and write whole numbers, integers, fractions, decimals, percents, ratios (ES-N) Follow a set of written instructions on 10- to 13-step everyday procedures related to simple technical and non-technical tasks. (CLB 7) follow written procedures for emergencies involving hazardous materials (NOS-K.3.1) Follow an extended set of multistep instructions for established process. (CLB 8) follow manufacturer s instructions to use a Point of Sale system (NOS-I1.2) follow company guidelines for processing payments (NOS-I3.5) follow emergency procedures (NOS-K2.4) Follow formal instructions of advisory, instructional texts, and instructions for a familiar process that require integration of several pieces of information. (CLB 9) follow WHMIS guidelines and manufacturer s directions for use and disposal of chemical products (NOS-K4.1) read manuals, specifications, regulations to scan, skim, or read full text to understand (ES- R) review legislation and regulations, keep up to date with change in legislation and regulations (NOS-L1.1) III. Business/Service Texts Get information from short business brochures, notices, form letters and flyers. (CLB 4) read brochures from vintners about wine quality (ES-R) read booklets on customer service or on choosing the right glasses for various drinks (ES-R) Find information in formatted texts: forms, tables, schedules, directories. (CLB 4) ensure address, name and telephone number on identification match those on cheques; date is correct, cheques is payable to business (NOS-I3.3) Identify factual details and some inferred meanings in moderately complex business/service texts, including formatted texts. (CLB 5) read completed forms containing check boxes, numerical entries, phrases, address, sentences of texts of a paragraph or more (ES-DU) read signs, labels or lists (ES-DU) read labels to scan for specific information (ES-R) read menus (NOS-G1.3), guest orders (NOS-B3.5), reservation/function sheets(nos-f1.1); credit card receipts or personal/travelers cheques (NOS-I3.3); packing slips and purchase orders (NOS-F3.3) read drink chits and cash register slips to show orders as they are placed by servers (ES-DU) Identify factual details and some inferred meanings in moderately complex texts containing advice, requests and specifications. (CLB 6) read event orders, such as memos from the catering or banquet office, about upcoming events (ES-R) Find two to four pieces of information in moderately complex formatted texts. (CLB 6/7) consult tables in drink recipe books showing possible variations in ingredients for specialty drinks (ES-DU) read lists of products to confirm stock levels prior to placing orders with suppliers (ES-DU) check reservation/function sheet to determine special needs and occasions, e.g. birthday, wheelchair guest (NOS-F.1.1) Centre for Canadian Language Benchmarks August OLA: Bartender

8 Identify factual and inferred meanings in written proposed solutions, recommendations and proposals; and in statements of rules, regulations, laws and norms of behaviour. (CLB 8) read government regulations governing the serving of intoxicants to customers (ES-R) read manuals, specifications, regulations to scan, skim, or read the full text to understand (ES-R) Locate and integrate three or four pieces of information contained in moderately complex formatted texts. (CLB 8) read Material Safety Data Sheets (NOS-K3.1) IV. Informational Texts Get the gist, key information and important detail of simple, explicit two- to three-paragraph texts (e.g., news articles, educational/content materials, stories. (CLB 4) read industry publications (NOS-B1.1) read training materials from customer service courses (ES-R) read trade magazines published by various suppliers (ES-R) Information Literacy/Reference and Study Skills Competencies Demonstrate comprehension of a two- or three-paragraph moderately complex descriptive or narrative text on a familiar topic. (CLB 5) access tourism information using available resources, such as the newspaper (NOS-A1.4) read bulletin boards (NOS-L1.1) read entries from the daily log outlining problems encountered during the last shift (ES-R) read notices and information boards (NOS-B2.3) Demonstrate comprehension of standard maps, basic diagrams, basic graphs. (CLB 5) obtain and interpret information in graphs or charts (ES-DU) obtain information from sketches, pictures or icons (ES-DU) Access /locate information in on-line electronic reference sources (CLB 6/7/8) or from print reference sources (CLB 7) self-study through work materials, materials obtained through a professional association or own initiative (ES-CL) read reports, books, journals to scan, skim or read to understand (ES-R) obtain legislation and regulations, e.g., through a library, government office or industry association (NOS-L1.1) access supplier information on a database (ES-CU) refer to employee handbook to determine: operation s history, for example; hours of operation (NOS-B2.3) Demonstrate comprehension of moderately complex tables, graphs, diagrams and flow charts. (CLB 7) read tables, schedules or other table-like text (ES-DU) Centre for Canadian Language Benchmarks August OLA: Bartender

9 I. Social Interaction Skill: Writing No communication tasks for this category were found in the source documents. These tasks may, in fact, exist for this occupation and will require individual assessment in each work context. II. Recording/Reproducing Information Copy short texts to record information for personal use, or to complete tasks, or to learn information. (CLB 4) label containers with date and name of item (NOS-K1.1) note special requests or substitutions, e.g., salad instead of potato (NOS-G2.1) Take live phone messages, voice mail messages or pre-recorded information with five to seven details. (CLB 5) take responsibility for caller s needs, e.g., take or cancel reservations, fax menus, explain special promotions; document information when applicable, e.g., take clear and accurate messages and forward to appropriate individual (NOS-C1.4) Take notes from an oral presentation or a page of written information. (CLB 6/7) participate in in-house training sessions; skill development programs, e.g., standards and certification, industry-related workshops, seminars and conferences (NOS-B2.5) Take notes from pre-recorded longer phone messages on public information lines or voice mail messages with seven to 10 details. (CLB 7) access tourism information, using available resources, for example toll-free information lines (NOS-A1.4) take clear and accurate phone messages (NOS-C1.4) III. Business/Service Messages Fill out simple forms. (CLB 4) key beverage order into point-of-sales system (NOS-G2.1) fill in charge slip with: date; guest check number; amount of guest check (NOS-I3.5) enter information on tables, schedules or other table-like text (ES-DU) read and write whole numbers, integers, fractions, decimals, percents, ratios (ES-N) Convey business messages as written notes. (CLB 6) document details, e.g., fill out accident reports, record in log book (NOS-K.2.6) Fill out moderately complex forms. (CLB 6/7) fill in entry forms to order supplies or record wastage (ES-DU) complete forms showing the opening and closing quantities of each product (ES-DU) enter information via touch screen to record orders and methods of payment (ES-DU) Convey business messages as written notes to pass on routine information, make requests, or respond to recommendations and warnings. (CLB 7) write notes to remind themselves of stock that needs to be brought forward to the bar, e.g., daiquiri mix (ES-W) write specials on blackboards (ES-W) write reservation information if a group is booking the bar for a party (ES-W) write beverage orders if there is a very large number of customers at the bar (ES-W) write notes to managers to explain shortages, e.g., gave away three flat beer at the end of the keg (ES-W) Convey business messages as written notes, memoranda, letters of request, or work record log entries, to indicate a problem, to request a change, or to request information. (CLB 8) record time, date of visit, and inspector s comments in log book (NOS-L1.2) record shift information, e.g., shortages, waste, hours of work (NOS-F3.2) maintain record of spillage and breakage (NOS-F3.3) Centre for Canadian Language Benchmarks August OLA: Bartender

10 Fill out forms and other materials in pre-set formats with required brief texts. (CLB 8) maintain record of inventory: track and maintain par levels; use requisition form for transferring inventory (NOS-F3.3) record details of action taken when discontinuing service of alcohol (NOS-J.1.5) record details of action taken when preventing intoxicated guests from driving (NOS-J1.6) complete required documentation, e.g., Workers Compensation forms (NOS-K2.5) IV. Presenting Information and Ideas Write a short text about a personal or familiar situation, event, personal experience, future plans. Explain reasons. (CLB 4) log complaint and action taken, if necessary (NOS-B3.3) document details as necessary (NOS-B3.4) Write one or two paragraphs to: relate a familiar sequence of events, tell a story; provide a detailed description and comparison of people, places, objects and animals, plants, materials, or routines; or to describe a simple process. (CLB 6) write texts requiring less than one paragraph or rarely requiring more than one paragraph to organize/remember or keep a record/document (ES-W) write brief incident reports to record customer complains and how they were handled (ES-W) For more information about: Canadian Language Benchmarks or Occupational Language Analyses Contact: Centre for Canadian Language Benchmarks, Elgin Street, Ottawa, ON K2G 6Z2 Ph. (613) Fax: (613) info@language.ca National Occupational Standards for Tourism Canadian Tourism Human Resource Council, 340 MacLaren Street, Suite 100 Ottawa, Ontario K2P 0M6 Tel: (613) Fax: (613) cthrc@cthrc.ca Essential Skills Profiles Human Resources and Skills Development Canada, Skills Information Division Human Resources Partnerships Human Resources and Skills Development Canada 112 Kent Street, Tower B, 21st floor Ottawa, Ontario K1A 0J9 Centre for Canadian Language Benchmarks August OLA: Bartender