V Skill HF-D9.9-001 sector-specific 10 skills
Hospitality service
Welcomes and serves guests, recognises their wishes, advises on the offer and handles complaints appropriately on the spot.
How hrmforce measures this
- Assessment method
- On-the-job observation
- hrmforce instrument
- Work sample test, Competency Check
- Competency (50-framework)
- Customer-friendliness
- Trainability
- high
- Demand outlook 2026 to 2030
- rising
Structured workplace observation with a form based on behavioural anchors.
Behavioural anchors
| Level | Behaviour at this level |
|---|---|
| N1 Guided | Welcomes guests in line with the house style, takes the order and refers questions about the offer to a colleague. works under supervision and follows instruction · routine, one variable at a time · own task |
| N3 Proficient | Independently responds to guest wishes and complaints, advises on the offer and restores the experience after a mistake. sets own approach and seeks input proactively · several variables, some ambiguity · own team or process |
| N5 Leading | Sets the organisation's hospitality standard, measures guest experience and trains staff on the agreed service norms. sets the standard and the policy · strategic, under high uncertainty · organisation, value chain or profession |
N2 and N4 are deliberately not anchored. Raters place them between the anchors, following the O*NET convention.
Underlying skills
These skills inherit the assessment route and the behavioural anchors of this construct.
| T | Skill | Definition | Demand outlook 2026 to 2030 |
|---|---|---|---|
| V | Welcoming guests Guest welcoming | Receives guests on arrival, assigns a table and makes sure someone is served within a short time. | rising |
| V | Taking an order Order taking | Takes the order, asks about allergies and preferences and enters the order correctly in the point of sale system. | declining |
| V | Serving and clearing Table service | Serves dishes and drinks according to service rules, clears in good time and keeps the table tidy. | stable |
| K | Advising on wine and drinks Wine pairing | Advises a guest on wine or a drink that suits the dish and explains the choice briefly and clearly. | rising |
| V | Handling a guest complaint Complaint handling | Receives a complaint on the spot, offers a solution within own authority and reports the case to management. | rising |
| V | Taking a reservation Reservation handling | Takes a reservation, checks availability and records number, time and special requests in the system. | declining |
| V | Applying barista technique Barista skills | Makes espresso and coffee specialities with the right grind, dose and milk foam and keeps the machine clean. | rising |
| V | Bar work and cocktail preparation Bartending | Prepares drinks and cocktails to recipe, pours beer correctly and keeps the bar in order. | stable |
| V | Serving guests in English English for hospitality | Receives and serves guests in English and explains menu, allergens and the bill in an understandable way. | stable |
| V | Preparing mise en place Mise en place | Sets up tables, cutlery, glassware and workstation before service so the work can run without interruption. | stable |