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: 

Maintain the drink service 
SAQA US ID UNIT STANDARD TITLE
7778  Maintain the drink 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 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Reregistered  2018-07-01  2023-06-30  SAQA 06120/18 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2024-06-30   2027-06-30  

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 maintain the service of drinks within own area of responsibility. The learner must be able to communicate effectively with other staff members within the department to ensure that standards are maintained and customer service is enhanced. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
Provide a drinks service for licensed premises - 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. State company procedures for providing a drinks service and customer care.

2. Describe legal requirements when providing drinks in licensed premises.

3. Stress the importance of ensuring that all staff have good product knowledge and comply with the service standards.

4. Describe ways to motivate staff to meet service objectives.

5. Discuss ways of dealing with violent, offensive or disruptive customers.

6. Describe guidance that would be given to staff members to handle violent, offensive or disruptive customers.

7. Describe mechanisms for monitoring customer behaviour.

8. Describe fault reporting and maintenance procedures and stress the importance of reporting faults immediately.

9. Explain the importance of maintaining drinks service equipment in a safe and hygienic condition. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
The importance of maintaining drinks service equipment in a safe and hygienic condition are explained with reference to Occupational Health and Safety requirements. 

ASSESSMENT CRITERION 2 
Legal requirements when providing drinks in licensed premises are listed and explained. 

ASSESSMENT CRITERION 3 
The importance of ensuring that all staff have good product knowledge and comply with the service standards are listed and explained. 

ASSESSMENT CRITERION 4 
Methods to motivate staff to meet service objectives are listed and desribed. 

ASSESSMENT CRITERION 5 
Methods of dealing with violent, offensive or disruptive customers are deasribed using examples. 

ASSESSMENT CRITERION 6 
Guidance that would be given to staff members to handle violent, offensive or disruptive customers are discussed. 

ASSESSMENT CRITERION 7 
Systems for monitoring customer behaviour are listed and explained. 

ASSESSMENT CRITERION 8 
Fault reporting and maintenance procedures are listed and the importance of reporting faults immediately explained. 

ASSESSMENT CRITERION 9 
The organisational requirements for maintaining drinks service equipment in a safe and hygienic condition are listed and expalined using examples. 

ASSESSMENT CRITERION 10 
Possible ways of promoting the sales of drinks are identified and described. 

SPECIFIC OUTCOME 2 
Demonstrated ability to make decisions about practice and to act accordingly. 
OUTCOME NOTES 
17. Supervise cleaning, clearing and stocking of products in the drink service area. (Range of products include: soft drinks, draught, bottled, canned beers, wines, spirits, snacks, liqueurs, cocktails, snacks, sundries, new products, promotional products).

18. Designate special customer areas clearly and explain why. (Range of special customer areas: eating areas, private party areas, no smoking areas).

19. Check equipment is correctly located and ready for use prior to opening. (Range of equipment: Utensils, tills, glassware, displays, dispense equipment).

20. Do preparations in sufficient time to allow the scheduled drink service to be provided. (Range of preparations: normal service, events, functions, special promotions).

21. Devise ways of promoting the sales of drinks.

22. Serve drinks according to organisational procedures.

23. Communicate clearly with customers to ensure repeat business.

24. Keep staff fully informed about relevant legislation and its implications for the service.

25. Communicate information relating to the licensing laws to the customer in the appropriate manner.

26. Describe decisions made and action taken in response to disruptive/ offensive behaviour. (Range of disruptive/offensive behaviour: a physical threat to staff or customers, offensive behaviour to staff or customers, a physical threat to premises or property, physical damage to premises or property, refusal and/or inability to pay or avoiding payment, nuisance to general public).

27. Carry out all activities with consideration for the comfort and well being of other customers and residents in the vicinity.

28. Identify faults with drink service equipment and take prompt action.

29. Record customer incidents or equipment faults and explain the importance of keeping accurate records.

30. Describe decisions made and reasons for action taken in response to problems. (Range of problems: supply of goods, power failures, equipment failure, staffing, problems with drink items).

31. Prioritise, delegate and organise work efficiently while supervising the drinks service. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
The cleaning, clearing and stocking of products in the drink service area are supervised according with organisational requirements. 
ASSESSMENT CRITERION RANGE 
Products include but not limited to: - soft drinks, draught, bottled, canned beers, wines, spirits, snacks, liqueurs, cocktails, snacks, sundries, new products, promotional products.
 

ASSESSMENT CRITERION 2 
Special customer areas are clearly designated according to operational requirements. 
ASSESSMENT CRITERION RANGE 
Special customer areas include but not limited to: eating areas, private party areas and no smoking areas.
 

ASSESSMENT CRITERION 3 
The correct location of equipment is ensured in terms of its readiness for use prior to opening. 
ASSESSMENT CRITERION RANGE 
Equipment include but not limited to:utensils, tills, glassware, displays and dispense equipment.
 

ASSESSMENT CRITERION 4 
Carry out preparations in sufficient time to allow the scheduled drink service to be provided. 
ASSESSMENT CRITERION RANGE 
Preparations include but not limited to: normal service, events, functions and special promotions.
 

ASSESSMENT CRITERION 5 
Drinks are served to meet custmer needs according to organisational procedures. 

ASSESSMENT CRITERION 6 
Information relating to the licensing laws are communicated to customers and staff in terms of legislative implications to the drinks service environment in a manner supporting repeat business. 

ASSESSMENT CRITERION 7 
A range of real or simulated disruptive or offencive behaviour incidents are handled in the interest and well-being of other customers and residents according to organisational requirements. 
ASSESSMENT CRITERION RANGE 
Disruptive or offensive behaviour include but not limited to: a physical threat to staff or customers, offensive behaviour to staff or customers, a physical threat to premises or property, physical damage to premises or property, refusal and/or inability to pay or avoiding payment, nuisance to general public.
 

ASSESSMENT CRITERION 8 
Drink service equipment faults are identified and relvant action taken according to organisational procedures. 

ASSESSMENT CRITERION 9 
Accurate records are kept of customer incidents or equipment faults according to administrative requirements. 

ASSESSMENT CRITERION 10 
A range of real or simulated service problems are handled according to organisational requirements. 
ASSESSMENT CRITERION RANGE 
Problems include but not limited to: - supply of goods, power failures, equipment failure, staffing, problems with drink items.
 

ASSESSMENT CRITERION 11 
Work is prioritised, delegated and organised so as to comply with operational requirements and service standards. 

ASSESSMENT CRITERION 12 
Activities are carried out with due consideration of customer comfort and well-being as well as residents in the vicinity of the establishment. 

SPECIFIC OUTCOME 3 
Demonstrated ability to learn from our actions and to adapt performance. 
OUTCOME NOTES 
32. Describe how performance would be adapted given a drinks service in another type of establishment. (Sports bar, guesthouse, nightclub). 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
The adapting of performance is explained for drinks service in other types of establishments. 
ASSESSMENT CRITERION RANGE 
Other types of establishments include, but is not limited to: Sports Bar, Guesthouse and Nightclub.
 


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 3,4,5,7,15,16,18,19) 

UNIT STANDARD CCFO ORGANISING 
Organise and manage oneself (Specific Outcome 8,9,12,20,21,22,23) 

REREGISTRATION HISTORY 
As per the SAQA Board decision/s at that time, this unit standard was Reregistered in 2012; 2015. 

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 the drinks service over a period of time.
  • The learner should familiarise him/ her self with the company procedures for providing and maintaining a drinks 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 put forward suggestions for improving the communication of company standards to staff members providing the table service.

    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  14113   National Certificate: Food and Beverage Services  Level 4  Level TBA: Pre-2009 was L4  Reregistered  2023-06-30  CATHSSETA 
    Core  24433   Diploma: Hospitality Operations  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered" 
    2012-06-30  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.