Tourism sector

Scope
The TÜV HELLAS F&B Operations Executive certification scheme pertains to specialized professionals employed in mass catering establishments, kitchens, hotel units, and/or in the management and organization of food service operations, with responsibilities related to the promotion and sale of products and services.

Subschemes / Specializations

• Culinary Arts Specialist – Basic and Advanced Level, aligned with international dietary standards
• Specialist in International Dietary Standards and Restaurant Customer Service
• F&B Operations Management Executive
• Barista
• Bartender

Syllabus

• International, Specialized, and Greek Dietary Standards
• Contemporary Trends in Culinary Arts
• Culinary Techniques
• Mass Food Production
• Dish Presentation
• Customer Satisfaction Factors
• Hygiene and Basic Principles of Food Safety
• Organization of Food Service Units – Purchasing, Product Knowledge, Costing
• Menu Composition – Standardization – Portioning
• Standardized Recipes
• Kitchen Departments
• Equipment and New Technologies in Modern Food Service Businesses
• Hygiene, Food Safety Principles, and Nutrition Issues
• Up-Selling – Sales Promotion
• Oenology & Restaurant Service, Bar, Beverages, Mixology
• Basic Serving Principles – Quality Customer Service
• New Technologies in Modern Enterprises
• Entrepreneurship – Fundamental Principles of Business Organization and Management
• Organization of Food Service Units
• Design, Production, and Presentation of Products
• Management and Planning of Available Resources – Personnel Management
• Customer Service Operations
• Organization and Management of Catering Events
• Herbal Studies and Production
• Coffee Varieties, Trade, and Trends
• Coffee Blending and Production Techniques
• The Chemistry of Coffee
• Milk Frothing, Espresso (Preparation of Various Types of Coffee)
• Coffee Machines, Coffee Grinding, Chocolate, Tea, and Greek Coffee
• Order Management, Payment, and Customer Service
• Oenology, Beverages, and Mixology, Order Management, Payment, and Customer Service

Examination Methodology
Theoretical and Practical Examination

Certification Prerequisites
At least compulsory education, a signed declaration of good health, and technical training.

Scope
The TÜV HELLAS Pastry and Bakery Operations Executive certification scheme applies to specialized professionals employed in mass catering establishments, workshops, pastry shops, bakeries, hotel units, and/or in the management and organization of pastry and bakery units, focusing on the promotion and sale of products and services.

Subschemes / Specializations
Pastry Chef – Baker:

• Assistant Production Operator
• Production Operator or Specialist in Breakfast Preparation, Baked Goods & Decoration
• Contemporary Trends and Applications in Pastry Art – Assistant or Specialist in the Application of Dietary and Nutritional Principles in Pastry – Assistant Level
• Contemporary Trends and Applications in Pastry Art – Production Operator or Specialist in the Application of Dietary and Nutritional Principles in Pastry – P
• Pastry and Bakery Unit Management Executive or Responsible Manager of Pastry Art Units

Syllabus

• Knowledge of Pastry and Bakery
• Types of Breakfasts, Preparations, and Standardized Recipes
• Decoration Techniques for Pastry and Bakery Creations
• Pastry and Bakery Terminology
• Health & Safety in the Workplace and Application of HACCP
• Developments in the Food Industry
• Health and Nutrition Topics
• Principles of Nutrition
• New Technologies in Modern Businesses
• Personal and Corporate Branding on Social Media
• Entrepreneurship – Basic Principles of Business Organization and Management
• Product Design, Production, and Presentation
• Resource Management and Planning – Personnel Management
• Customer Service Operations

Examination Methodology
Theoretical and Practical Examination

Certification Prerequisites
At least compulsory education, a signed declaration of good health, and technical training.

Scope
The TÜV HELLAS Housekeeping Staff certification scheme applies to a specialized professional responsible for the cleanliness and tidiness of rooms in a hotel establishment, as well as for equipping them with all necessary supplies—ensuring guests enjoy a comfortable stay in a clean, hygienic, comfortable, and peaceful environment.

Syllabus

• Procedures for preparing to enter a guest room
• Cleaning procedures for the interior and exterior areas of the room, as well as the auxiliary work areas
• Room arrangement procedures, including organizing the guest’s personal items
• Handling of damages, defects in rooms, and lost & found items
• Monitoring daily activity within their area of responsibility and relevant reporting procedures

Examination Methodology
Theoretical and Practical Examination

Certification Prerequisites
At least compulsory education and technical training

Scope
The TÜV HELLAS Linen Room Attendant certification scheme applies to a specialized professional responsible for the proper management of linen in a hotel establishment, as well as for equipping the laundry and linen room department with all necessary materials—contributing through their services to a comfortable guest stay in a clean and hygienic environment.

Syllabus

• Procedures for receiving, sorting, delivering, and managing linen for cleaning
• Linen cleaning and washing procedures, basic technical knowledge of operating cleaning machines, and handling worn or damaged linen
• Procedures for inspecting the area of responsibility and handling lost items
• Health and safety in the workplace

Examination Methodology
Theoretical and Practical Examination

Certification Prerequisites
At least compulsory education and technical training

Scope
The TÜV HELLAS Waiter certification scheme applies to a specialized professional who, with knowledge of the art of restaurant service and the principles of gastronomy and oenology, serves food and beverages to guests frequenting dining and leisure establishments (hotels, restaurants, catering businesses, snack bars, clubs, organizations, cafés, etc.), applying the rules of service with courtesy, professionalism, and decorum.

Syllabus

• Operation and maintenance of service equipment
• Storage and arrangement of dining ware and utensils
• Setup and organization of the dining area according to each specific event
• Linen management
• Guest reception, information, and handling techniques
• Customer service techniques (order taking, serving, etc.)
• Payment methods
• Clearing and resetting of the dining area
• Personal hygiene measures

Examination Methodology
Theoretical and Practical Examination

Certification Prerequisites
At least compulsory education and technical training

Scope
The TÜV HELLAS Professional Cleaner certification scheme applies to a specialized professional responsible for the cleanliness and order of both interior and exterior areas of a tourist accommodation or other business establishment—ensuring that guests enjoy a comfortable stay in a clean, hygienic, pleasant, and peaceful environment.

Syllabus

• Workplace Health and Safety
• Knowledge of cleaning materials, techniques, and surface/equipment cleaning tools
• Operation of electric and motorized cleaning equipment
• Handling of manual, mobile, and stationary cleaning tools
• Efficient use of the cleaning trolley
• Familiarity with and adherence to relevant administrative and operational procedures

Examination Methodology
Theoretical and Practical Examination

Certification Prerequisites
At least compulsory education and technical training

Scope
The TÜV HELLAS Reception / Guest Services Staff certification scheme applies to a specialized professional responsible for the effective execution of guest arrival, reception, and departure procedures, as well as the provision of assistance and services during the guest’s stay—ensuring that customer needs and expectations are met in accordance with the company’s Guest Reception and Accommodation Service Policy.

Subschemes / Specializations
Specialization in Customer Service and Enhancing the Tourist Experience (Guest Experience Expert in Tourism)

Syllabus

• Proper personal appearance in line with standards of elegance and professionalism
• Word processing software, data entry systems, hotel reservation programs
• Hotel agreements with travel agencies and tour operators, and the key differences between these types of agreements
• Appropriate guest communication and active listening techniques
• All potential methods of payment
• Procedures related to guest service in a hotel setting that are not payment-related

Examination Methodology
Theoretical and Practical Examination

Certification Prerequisites
At least compulsory education and technical training

Scope
The TÜV HELLAS Travel Agency Executive certification scheme applies to a specialized professional responsible for organizing transportation, accommodation, and entertainment for individual travelers and/or groups, both in domestic and international tourism. This professional contributes to achieving the goals of the travel agency or organization they work for, particularly in the promotion of tourism products, while supporting the organization and management of operations.

Subschemes / Specializations

1. Travel Agency Employee
2. Executive in Tourism Management & Finance

Syllabus

• Greek and global tourism geography
• Use of G.D.S. (Global Distribution Systems)
• Knowledge of airline tickets: operation, regulations, and legal framework
• Sales techniques, procedures, and interactions with other tourism sector stakeholders
• Knowledge of ferry/maritime tickets: operation, regulations, and legal framework
• Types and functions of travel agencies
• Organization and operation of a travel agency
• Representation and Promotion of Tourism Services
• Creation of Holiday Packages (Package Tours/Holidays)
• Services for individuals and groups
• Travel services and information for domestic and international travel
• Leisure, business, conference, and incentive travel services

Examination Methodology
Theoretical Examination

Certification Prerequisites
At least compulsory education, computer literacy, and technical training

Scope
The TÜV HELLAS Accommodation Reservations Agent certification scheme pertains to a specialized professional employed in tourist accommodations who provides services and facilitates the booking of spaces (rooms) based on the explicit or implied needs and desires of the client.

Syllabus

• Professional conduct and customer service
• Knowledge of contracts (Private Agreements between Agencies and Hotels)
• Awareness of hotel amenities and facilities

Examination Methodology
Theoretical and Practical examination

Certification Prerequisites
At least compulsory education and technical training

Scope
The TÜV HELLAS Specialist in Organization and Operation of Small & Tourism Enterprises certification scheme pertains to a specialized professional who provides services in the administrative sector of a small and/or tourism business, utilizing modern tools and practices to coordinate, systematize, and organize the administrative functions of the enterprise.

Syllabus

• Management and Leadership
• Marketing
• Sales of Tourism Enterprises
• Reception – Reservations, F&B
• Housekeeping and Maintenance
• Procurement and Specifications
• Inventory Management and Warehouse Operations

Examination Methodology
Theoretical examination

Certification Prerequisites
At least compulsory education and technical training

Scope
The TÜV HELLAS Wine Tourism Development Executive certification scheme refers to a specialized professional capable of developing tourism activities and programs related to the wine production process. This professional undertakes the processes from the stage of research and design of a wine tourism experience to its development and promotion in the market.

Syllabus

• General Elements of Viticulture and Wine
• The Vine
• Wine Categories
• Serving and Temperatures
• Basic Knowledge of Tourism
• Types of Tourism
• Sustainable Tourism
• Alternative Tourism and Forms of Tourism
• Concepts of Wine Tourism
• Wine Tourism in Greece and Internationally
• Wine Tasting
• Wine Routes
• Wine Routes in Greece
• Cultural Routes
• Basic Concepts and Processes of Wine Tourism Product Marketing
• Marketing Strategy for Wine Tourism Development
• Wine Branding
• New Technologies and Wine Tourism
• Artificial Intelligence
• New Technologies in the Winemaking Process
• Social Media

Examination Methodology
Theoretical examination

Certification Prerequisites
At least compulsory education and technical training

Scope
The TÜV HELLAS Sustainable Operations Manager for Tourism Enterprises certification scheme refers to a specialized professional who provides administrative and organizational services to tourism businesses with a focus on their sustainability.

Syllabus

• General Knowledge of Tourism
• Tourism Terminology
• Alternative Tourism
• Special Forms of Tourism
• Tourism Sustainability
• Sustainability in Tourism
• The Role of Tourism Sustainability in Destination Management
• Tourism Destination Development
• Impacts of Tourism Development
• Economic Impacts of Tourism in a Region
• Social Impacts of Tourism Development
• Environmental Impacts and Sustainability
• Hotel Product / Environment
• Sustainable Hotel Management
• Energy Efficiency and Environmental Practices in Hotels
• Recycling Programs
• Sustainable Tourism Development Strategies
• Integrating Sustainability into Tourism Destination Development Strategies
• Community Involvement and Local Development
• Tourism Planning
• Eco-labels and Certifications
• Integrating Sustainability into Tourism Destination Development Strategies
• Community Involvement and Local Development
• Tourism Planning

Examination Methodology
Theoretical examination

Certification Prerequisites
At least compulsory education and technical training

Scope
The TÜV HELLAS Outdoor Recreational Tourism Activities Facilitator certification scheme concerns a specialized professional who is engaged in the preparation, organization, and facilitation of tourists by implementing outdoor recreational, artistic, educational, and athletic activities that cater to all age groups.

There are certification levels:
Basic and Advanced. The Basic level mainly covers the foundational knowledge one must have in the specialty to be able to carry out daily tasks, while the Advanced level includes additional knowledge the Facilitator must possess to meet labor market demands. The certificate will explicitly indicate when the Advanced level is awarded.

Syllabus — Basic

• Outdoor Environment
• Introduction to Outdoor Recreational Tourism Activities (O.R.T.A.)
• Popular O.R.T.A.
• Kinetic Recreation
• Environment – Geomorphology – Human-made Environment
• Environment – Awareness – Green Services – Sustainability
• Rural Tourism
• Meteorology and Topography
• Profession: Recreational Activities Supervisor
• Profession Outdoor Recreational Tourism Activities Facilitator – Qualifications – Training
• Applied Physiology – Limits of Human Function
• Applied Psychology – Behavior – Risk – Adventure
• Communication – Customer Relationship Management
• Group Dynamics – Cooperative Games
• Services – Products – Communication – Quality of Services
• Planning – Organizing – Managing Programs Operation
• Basic Safety Principles for Outdoor Recreational Tourism Activity Programs
• Legislation / Customer Rights
• Basic Safety Principles in Outdoor Recreational Activities – Risk Management
• Crisis Management – Emergency Situations
• First Aid
• General Technical Characteristics and Management of Materials / Equipment
• Specialized Technical Equipment
• Materials Management

Syllabus — Advanced
Includes all of the above plus:

• Service / Interaction with Persons with Disabilities and/or Chronic Conditions
• Medical Model
• Terminology for Disability Based on the Rights-based Approach
• Practical Service / Interaction
• Service for Persons with Disabilities – Providing Specialized Services and Facilitations
• English Language Functions
• Outdoor Destination Activities
• Adventure Vacations
• Equipment and Facilities for Outdoor and Adventure Activities
• Geographical Features / Weather Conditions Language Functions
• First Aid Kit / Safety
• Ecotourism and Environmental Sustainability

Examination Methodology
Theoretical examination

Certification Prerequisites
At least compulsory education and technical training

Scope
The TÜV HELLAS Thermal and Thalassotherapy SPA Officer certification scheme pertains to a specialized professional who ensures the effective application of therapeutic methods based on the utilization of the natural and chemical properties of water, as well as the methodical use of baths for the treatment of various ailments.

There are certification levels: Basic and Advanced.
The Basic level primarily covers the foundational knowledge required in the specialty to competently perform daily tasks and serves as an introductory level. The Advanced level includes additional knowledge that the Thermal and Thalassotherapy SPA Officer must possess to successfully meet labor market demands. Only in the case of the Advanced level will this be explicitly stated on the certificate.

Syllabus — Basic

• Forms of Thermal and Thalassotherapy – SPA
• Departments and Physical Therapy Methods
• Types of Thermal and Thalassotherapy
• Designing Thermal and Thalassotherapy Treatment Programs
• Serving Persons with Disabilities
• Basic Principles of Thalassotherapy and Therapeutic Bathing
• History and Principles of Thalassotherapy and Thermal Therapy
• Thermal Springs of Greece
• Pharmacological Properties of Thermal Waters and their Products
• Characteristics of Mineral Springs
• Geographical Distribution of Thermal Springs
• Organization and Management of Hydrothermal Facilities
• Introduction to Key Definitions
• Basic Principles of Spa Management
• Facilities of Specialized Tourist Infrastructure for Therapeutic Tourism
• Technical Specifications of Thermal Therapy Facilities
• Hygiene and Safety of Facilities
• First Aid

Syllabus — Advanced
Includes all of the above plus:

• Labor Relations
• Fundamental Principles of Labor Relations
• Work Organization and Labor Relations
• Human Resource Management
• Developments and Consequences in the Workplace
• Job Searching and Staff Selection by the Enterprise
• Environment and Quality of Life
• Green Tourism – Sustainable Development
• Climate Change – Greenhouse Effect – Ozone Depletion
• Energy Use and Conservation
• Water Use and Conservation
• Cosmetic Substances and the Environment
• Minimizing Energy Footprint
• Environmental Management System Standards
• Implementation of Environmental Management Systems
• English Language Function
• Giving Instructions, Programming
• Recommending Services
• Making a Therapy Reservation
• Reservation Issues / Appointment Overlaps / Handling Service Complaints
• Cleaning / Changing Spa Areas
• Job Interviews

Examination Methodology
Theoretical examination

Certification Prerequisites
At least compulsory education and technical training

Scope
The Specialist in Culinary & Pastry Arts certification scheme refers to a professional who possesses specialized knowledge and is engaged in the culinary arts and the presentation of dishes, assists in organizing production, and is involved in modern trends in pastry arts.

There are certification levels: Basic and Advanced.
The Basic level primarily covers the foundational knowledge required to assist effectively in a food preparation environment and to respond to daily tasks, while the Advanced level includes additional expertise that a more experienced professional with a central role in the workplace must possess. Only for the Advanced level will this be explicitly stated on the certificate.

Syllabus — Basic

1. Culinary Arts

• Baked goods
• Historical overview
• Raw materials
• Doughs
• Creams
• Sweet sauces
• Meringues
• Chocolate
• Tarts / Cakes / Sweets / Ice creams

1. Pastry Arts

• Historical overview
• Kitchen layout
• Facilities – Equipment
• Cooking methods
• Preparation
• Culinary fundamentals
• Cutting techniques
• Soups / Salads / Sauces / Seafood
• Eggs
• Doughs / Pasta
• Meats
• Buffet types

Syllabus — Advanced
Includes all of the above plus:

1. Labor Relations

• Hierarchy
• Duties

1. Hygiene and Worker Safety – HACCP

• Hygiene of personnel, premises, tools, and materials
• Foodborne illnesses
• Health and safety in the workplace

1. French

• Terminology

Examination Methodology
Theoretical examination

Certification Prerequisites
At least compulsory education and technical training