SAQA All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.
SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD THAT HAS PASSED THE END DATE: 

Maintain the food counter service 
SAQA US ID UNIT STANDARD TITLE
7775  Maintain the food 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 5  Level TBA: Pre-2009 was L5  4 
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 
The supervisor/manager must be able to ensure that the counter service staff provide a good service to customers and that food is always of a high quality. The learner should understand the importance of hygiene in food service areas and ensure that a high standard is maintained. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
Provide a counter service - Level 3 

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 importance of liasing with food service staff and kitchen staff before service.

2. Describe the procedures to follow if staff fail to comply with agreed standards.

3. Identify ways to motivate staff to meet organisational goals.

4. Explain company procedures for counter service and customer care.

5. Explain ways to ensure that equipment is kept in good working order. 

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 standard must be assessed in the workplace or a realistic work 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 using a combination of observation, testimony, questioning and product sample.
  • Observation supplemented by questioning to cover preparations.
  • Observe a minimum of 1 type of counter service.
  • Questioning or simulation to cover customer complaints.
  • Testimony from relevant persons. 
    		•
    ASSESSMENT CRITERION RANGE 
  • Service: self-service, fast food, buffet, carvery, take-aways.
  • Complaints: incorrect order, time delay, food at incorrect temperature, service problems, problems with drinks, food cooked incorrectly.
     
    		•

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

    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 
    6. Supervise cleaning, clearing and stocking the service area/customer area.

    7. State the procedures for counter service and explain the importance of following them.

    8. Create opportunities to maximise the attractiveness and comfort of the environment.

    9. Check service equipment to ensure that it is correctly positioned and ready for use prior to opening.

    10. Do preparations in sufficient time to allow the scheduled service to be provided. (Range of preparations: normal service, functions).

    11. Liase with kitchen and food service staff prior to opening to ensure that they are ready.

    12. Check to ensure availability of all resources necessary to provide the counter service. (Range of resources: staff, products, equipment, utensils, sundry items) (Range of service: self-service, fast food, buffet, carvery, take-aways).

    13. Maintain cleaning, clearing and replenishing facilities for the counter service and customer areas at peak and non-peak times.

    14. Check standards of food and beverage service and presentation to ensure that they consistently meet the required standard.

    15. Arrange training for substandard performance until the above standards are met.

    16. Communicate clearly with customers and explain the importance of repeat customer business.

    17. Describe decisions made and reasons for action taken in response to customer's complaints. (Range of complaints: incorrect order, time delay, food at incorrect temperature, service complaints, problems with drinks and food cooked incorrectly).

    18. Maintain food service equipment in a safe and hygienic condition.

    19. Prioritise, delegate and organise work efficiently.

    20. Arrange training programmes to train new staff and ensure that all staff consistently meets the required standards. 

    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 standard must be assessed in the workplace or a realistic work 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 using a combination of observation, testimony, questioning and product sample.
  • Observation supplemented by questioning to cover preparations.
  • Observe a minimum of 1 type of counter service.
  • Questioning or simulation to cover customer complaints.
  • Testimony from relevant persons. 
    		•
    ASSESSMENT CRITERION RANGE 
  • Service: self-service, fast food, buffet, carvery, take-aways.
  • Complaints: incorrect order, time delay, food at incorrect temperature, service problems, problems with drinks, food cooked incorrectly.
     
    		•

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

    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 
    21. Develop a preventative maintenance plan for all service equipment.

    22. Design a training programme to ensure that customer care is a constant focus and that standards are consistently met. 

    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 standard must be assessed in the workplace or a realistic work 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 using a combination of observation, testimony, questioning and product sample.
  • Observation supplemented by questioning to cover preparations.
  • Observe a minimum of 1 type of counter service.
  • Questioning or simulation to cover customer complaints.
  • Testimony from relevant persons. 
    		•
    ASSESSMENT CRITERION RANGE 
  • Service: self-service, fast food, buffet, carvery, take-aways.
  • Complaints: incorrect order, time delay, food at incorrect temperature, service problems, problems with drinks, food cooked incorrectly.
     
    		•

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

    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 1,2,6,10,11,13,18,20) 

    UNIT STANDARD CCFO ORGANISING 
    Organise and manage oneself (Specific Outcome 5,9,13,17) 

    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
  • Learning should include observing another supervisor maintaining a counter service over a period of time and discussing performance.
  • The learner should familiarise him/ her self with the company procedures for providing and maintaining a counter service.
  • Potential project: The learner could develop a preventative maintenance plan to ensure that all service equipment is kept in good working order at all times.
  • The learner could provide and maintain the counter service over a period of time. The learner should put forward suggestions for improving the presentation/ storage or display of food based on practical experience or customer feedback.

    Performance systems
  • 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  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.
     
    NONE 


    All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.