Terms of Reference
Content & Material Development Expert(s) and Trainer(s)
for Training on Service Excellence and Hygiene
Budget Euro 9300
1. Context: The HITT Programme
Through the European Commission (EC) funded programme, Developing Technical and
Vocational Education and Training (TVET) Methodologies and Services for the Informal
Economy, SNV is implementing the programme High Impact Tourism Training for Jobs &
Income (HITT).
The HITT programme aims to contribute to sustainable, scalable, pro-poor economic growth in
4 Sub-Saharan countries (Benin, Mali, Ghana and Mozambique) and 3 countries in Asia
(Cambodia, Nepal and Vietnam) through the development and implementation of an
integrated, market-driven tourism TVET system targeting the informal economy. More
specifically, the HITT programme aims to expand access for disadvantaged groups (in
particular women, youth, unskilled and semi-skilled) to practical and market-oriented
vocational training and facilitate direct links with the tourism industry to maximise
opportunities for production, income and employment for participants.
The HITT programme duration is three years starting in February 2011 and ending in January
2014, and is organized in four phases: inception (January-December, 2011); preparation
(January- June, 2012); implementation (July 2012-September, 2013); and conclusion
(September 2013- January 2014).
During the Inception Phase, assistant cook, waiter, and housekeeping have been revealed as
occupations that are highly demanded by the private sector and are accessible to the target
groups of the Programme. HITT Nepal is now dealing with the Development phase of the
ADDIE process, during which training materials will be developed for assistant cook, waiter,
and housekeeping.
In this context, SNV Nepal is now recruiting a team of Material Development Expertsand
Service Excellence and Hygiene Trainersto support the adaptation, development of
training materialsand deliver training on Service Excellence and Hygiene targeting staff
working at small restaurants and fast food restaurants. The first training courses are expected
to be implemented from December 2012.
2. HITT Nepal training strategy for Service Excellence and Hygiene
HITT Nepal in partnership with the Fast Food Restaurant Association (Fast-fan) will train
beneficiaries selected by Fast-fan and its members on Service Excellence and Hygiene
using training materials developed by the HITT programme. Materials are prepared for
delivering training courses of 5 days (Per day 4 hours).
3. Regarding the training curricula for Service Excellence and Hygiene:
Informal staffs working at fast food restaurants will be trained on the below modules:
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Module 1:
Service Excellence
Module 2:
Hygiene and Grooming
Module 3:
Kitchen Hygiene and proper use of kitchen equipment
Module 4:
Food & Beverage Services
Cross cutting Module:
On-The-Job Training Delivery Skills
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4. Assignment objectives
In order to facilitate the above training, HITT requires a team of Material Development
Expert(s) and Service Excellence and Hygiene Trainerswho could:

Develop and validate the curricula (including the topics for each module identified) for
the training on service excellence and hygieneof staff working at fast food
restaurants

Develop the contents for a range of training materials including trainer manual,
facilitator guide, on-the-job procedures, flip charts and learner hand-outs for
Service Excellence and Hygiene.

Work in close coordination and collaboration with the Fast-fan and HITT team to
finalise the modules and materials.

Work with a graphic designerrecruited by HITT in the development of the abovementioned training materials.
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Deliver the trainingsto member restaurants of Fast-fan.
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Monitorand ensure effective implementation of the learning.
5. Roles and responsibilities
The specific roles and responsibilities of each specialist are:
a. Service Excellence and Hygiene& Material Development Expert(s)1

Use experience in training and /or material development in Service Excellence and
Hygiene and take responsibility for the writing of the training material content.

In coordination with Fast-fan and HITT team, design and verify the training modules.

Write all training content according to a high standard that meets all deadlines set by
Fast-fan and the HITT team.

Write all training material content in accordance with HITT learning principles (adult
learning, acknowledge prior learning, active/participatory learning, integrated learning
and motivation for learning), and ensure the specific needs of trainers and the profile of
the learners are met.

Work constructively and closely with the Service Excellence and Hygiene Trainer/s
to integrate learning from first piloting of materials with beneficiaries, following up on
any requests in a timely and professional manner.

Work with a graphic designerrecruited by HITT in the design of the above-mentioned
training materials.

Ensure all content is suited and tailored to the specific needs of the beneficiaries
targeted through this model (staffs working at fast food restaurants), and the different
activities that will be carried out during the training, and is adapted to the specific
profile of trainees of each module.

Lead the debriefing sessionsorganised to revise the training materials and training
delivery strategy (e.g. organisation and logistics of trainings). Debriefing session will be
organised per module with Fast-fan, HITT team and Service Excellence and
HygieneTrainers.

In coordination with the Service Excellence and Hygiene Trainer/sand HITT team,
present first and final draft of training materials to HITT teamand Fast-fan for
feedback and endorsement.

Provide regular progress reports / updates to the HITT team.
If a team of experts, selected service provider will require to appoint a team leader to be
made responsible for final deliverables
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b. Service Excellence and Hygiene Trainer/s

Coordinate with Fast-fanand HITT for the identification and selection of interested
member restaurants that will take part in this training scheme. Members willbe selected
upon the following criteria:
o Commitment to appoint two staffs to be trained as ‘in-house-trainers’
o Commitment of rolling out trainings in their business of additional 4 staffs
(minimum) using HITT training materials, in-house-trainers trained by the
programme
o Commitment to follow and contribute to HITT M&E standard procedures

Select beneficiaries from interested restaurants following HITT target population
requirements (i.e. informal worker (no access to provident fund, no formal written
contract) part time informal worker, with emphasis on women and youth).

Conduct training needs analysis (using HITT templates) of the two in-house trainers
appointed by each business (total 200)
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Delivera minimum of 20 on-site trainings of a total of 5 days of minimum 4 hours per
day. Each batch will have a maximum of 10 beneficiaries coming from the in-house
trainers appointed by each member restaurants of Fast-fan.

Provide regular coaching, mentoring, follow-up and monitoring support to each
business participating in this training scheme (Minimum of 4 hours to each business).

Collect baseline data of all in-house trainers trained (200) and beneficiaries trained by
the in-house trainers (minimum of 400) using HITT registration forms and collect
monitoring data of a minimum of 30 final beneficiaries after 6 months of training
delivery to measure improvement in terms of income and employability.

Work in close coordination with the Service Excellence and Hygiene& Material
Development Expert in the revision of training materials developed ensuring that
learning and best practices of pilot testing of materials during the first training of
beneficiaries are integrated.

Together with the Service Excellence and Hygiene& Material Development Expert
present revised training materials to the HITT team and Fast-fan for final inputs and
endorsement.

Revise and fine tune training delivery strategies for training of trainers (ToT) and
Training of beneficiaries. The outline training delivery strategy is provided below.
Training Delivery Strategy
Process
Objectives
Number of Days
Pilot training with final
first draft of the training
materials
To test training materials and enable
trainers to understand and engage in
the programme by practicing
content/knowledge acquired during the
training
5 days @ 4 hours/day
Debriefing session with
trainers, Fast-fan and
the HITT team
To finalise content of training materials
and training delivery
techniques/strategies integrating
learning from piloting session
1 full day workshop
Training of in-house
trainers of Fast-food
restaurants
To train Owners/ Managers and Head
Cooks on the modules and how to
deliver training on each module to a
minimum of 4 beneficiaries
20 trainings of batches
of 10 and each training
of 5 days @ 4
hours/day
Coaching to in-house
trainers to train HITT
beneficiaries
To provide on the spot mentoring to
HITT in-house trainers to develop
confidence and improve their teaching
techniques
800 hours of coaching
to a total of 200 inhouse trainers
Training to HITT
beneficiaries by in-house
trainers in their own
restaurants
To traina minimum of 4
(beneficiaries)staffs on-the-job on the
modulesto equip with required
knowledge and skills on Service
Excellence and Hygiene
At least 100 trainings of
batches of minimum of
4 and each training of 5
days @ 4 hours/day
Monitoring and follow-up
of the restaurants
To ensure implementation of learning
by learners in their respective
restaurants and certify them
At least 6 months
randomly
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6. Main tasks
The primary tasks of the assignment are:
1. Review:
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2.
Read the HITT Learning Guidelines
Read the homestay training materials, English versions of HITT Global manuals
that have been drafted for F&B service and other manuals developed by the HITT
project team (in particular the ones developed by HITT Cambodia)
Read any other existing relevant training manuals developed in Nepal
Customise, develop, design in the following order
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A trainer's manualand facilitator's guidebased on the training need analysis of
Fast-food restaurants , excerpted and contextualised from homestay and small
lodge management training materials and other HITT global documents,
incorporating activities to be carried out during the training
On-the-job training materials for learners to deliver trainingin their own
restaurants
Flipcharts for the presentation, excerpted from homestay and small lodge
management training flipchart
Hand-outs for the learners
3. Revise and finalise:
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Revise training material based upon the feedback from the HITT team, Fast-fan,
Trainers and a debriefing sessions organised after pilot testing of materials with
trainers and fast-food restaurants
Finalise all training material
Translate on-the-job training manual and hand-outs into Nepali
Submit all materials to designer for designing as per EC and HITT visibility
guidelines
4. Training delivery:
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Coordinate and collaborate with Fast-fan for preparation, planning, delivery of
trainings and monitoring.
Conduct training need analysis (TNA) using HITT format of the proposed in-house
200 trainers of fast-food restaurants.
Conduct trainings for in-house trainers of fast-food restaurants.
Coach and mentor in-house trainers to deliver on-the-job training to their staffs of
own restaurants
Monitor and follow-up of the restaurants to ensure effective implementation of the
learning of trainings.
7. Assignment outputs
In order to achieve the assignment objectives, the Content & Material Development Expert
and Trainer or a team of experts will be required to deliver the following:
a. Training materials:
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Trainers Manual
Facilitators Guide
On-the-job training manual (English and Nepali)
Flipchart
Hand-outs
b. Trainings:
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Training of in-house trainers
Training of beneficiaries (on-the-job training)
8. Candidate qualifications
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Education
a. A university degree in Education, Hospitality or Tourism

Experience
b. In-depth technical and operational experience in the hospitality and tourism
industry – in particular food and beverage department (Kitchen & Restaurant,
Hygiene and Services)
c. Experience in vocational training, especially with adults and the informal sector
d. Experience in designing and implementing training for food and beverage
department
e. Experience working with international development organisations considered
favourably

Competencies
f.
Ability to conceptualise the steps required in the design of a training curricula
and the resources (human, financial, time) required to achieve those activities
g. Understanding of typical challenges in training curricula design and delivery and
strategies to prevent or reduce the incidence of negative events
h. Fluent in English and Nepali
i.
Understanding of the field of andragogy and active learning
j.
Understanding of Nepal culture, codes of conduct, norms and values
k. Creative and flexible; works effectively with teams
9. Time Frame
a. Training material development:
The selected candidate is expected to commence the assignment by 8th of November,2012
with first draft submitted by 22thof November 2012 for HITT and stakeholders revision for
feedback, second draft submitted by 30th of November for testing with beneficiaries.
Final materials to be completed by 14th of December 2012, after pilot training debriefing
sessions are organised.
b. Training delivery:
 First pilot training to be conducted by the first week of December, 2012
 Trainings of in-house trainers (20 trainings) to be completed by the end of March,
2013.
 Coaching/mentoring of in-house trainers of 100 restaurants for the delivery of onthe-job training to be completed by the end of May, 2013
 Follow-up and monitoring to be completed by the end of October, 2013
c. Reporting:
 Submission of first progress report using HITT template- April 15, 2013
 Submission of second progress report using HITT template- June 15, 2013
 Submission of final report using HITT template- December 15, 2013
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10. Required document for submission
A content proposalfor delivering and implementing the training strategy for "Service
Excellence and Hygiene" for member restaurants of Fast-fan. Proposal should include a:
o
o
o
o
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Timeline specifying how many batches will be implemented within 2012 (including when
and in which Kathmandu areas) and how many within 2013
Strategy and criteria for selecting in-house trainers and beneficiaries
Description of the strategy to be used for delivering the on-site training of in-house
trainers, more specifically for successfully equip them and build their capacities to be able
to train effectively other co-workers
Description of strategy to be used to provide coaching and mentoring support to in-house
trainers in the delivery of training
Description of monitoring strategy to ensure the implementation of learning in the
respected restaurants.
Aninstitution profile including:
o
CVs of trainers and material writers planned to be assigned to work in this assignment. CV
should detail the capability and experience delivering the services specified in this Terms of
Reference, including contact details of at least 2 referees to whom similar services have
been provided including names, telephone numbers and email addresses of appropriate
contact persons.
o
Sample of developed training material. Institution failing in providing these samples will not
be considered for further evaluation.
o
A letter agreeing on the terms and conditions of payments described in section 11 of this
contract
11. Fees
a. Training fee
The training provider will be paid a set fee of € 40per in-house trainer trained (on 5 modules
for a total of 5 days @ 4 hours/day) that proved to deliver a training to a minimum of 4 coworkers (on 5 modules for a total of 5 days @ 4 hours/day). For payment, service experts will
be required to submit the following proven documentation:
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
Registration form of each in-house trainer (using HITT templates) trained
Registration forms of end beneficiaries trained clustered per in-house trainer trained
(including a photos and photocopy of citizenship card or valid identity card and contact
details)
This fee includes all professional costs and operational (e.g. food products to demonstrate
cross contamination, stationery etc.) costs ofdelivering tasks and responsibilities outlined in
section 5 of this ToR.
b. Material development fee:
The maximum budget for material developmentis Euro 1300 and includes professional fee and
producing the outputs described in section 4 and 5 of this ToR.
Tax will be deducted from the source as per Nepal government rules and regulations at the
time of making payments. SNV Nepal has standard contracts for engagement of external
consultants with conditions that will apply for this assignment.
12. Application process
Interested candidates are requested to visit www.hitt-initiaitve.org before applying and are
requested to submit a proposal (including daily fee and other costs) along with the required
documents identified in section 10 of this ToR to SNV Netherlands Development Organisation,
Lalitpur, Nepal
Email address: nepal@snvworld.org
by the November 4th, 2012.
13. Conditions of the Contract:
This TOR is guided by the SNV Nepal General Terms and Conditions Governing Contracts with
Local Appraisers and LCBs.
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