CBLM Fbs NC II Lo# 3 Promoting Food and Beverage Products

COMPETENCY - BASED LEARNING MATERIAL
Sector
TOURISM
Qualification Title
FOOD & BEVERAGE SERVICES NCII
Unit of Competency
PROMOTE FOOD AND BEVERAGE PRODUCTS
Module Title
PROMOTING FOOD & BEVERAGE PRODUCTS
MANILA MONTESSORI COLLEGE INTERNATIONAL INC.

AB Fernandez Avenue corner Rizal St. Dagupan City
HOW TO USE THIS COMPETENCY BASED LEARNING MATERIAL
Welcome to the module in FOOD AND BEVERAGE SERVICES NCII

QUALIFICATION. This module contains training materials and activities for you to
complete.
The unit of competency “PROMOTE FOOD & BEVERAGE PRODUCTS”

contains knowledge, skills and attitude required for TRAINEES.
You are required to go through, a series of learning activities in order to

complete each learning outcome of the module. In each learning outcome are
Information Sheet, Self-Checks, Task Sheets and Job Sheets. Then follow these
activities on your own. If you have questions, don’t hesitate to ask your facilitator for
assistance.
The goal of this course is the development of practical skills in supervising

work-based training. Tools in planning, monitoring and evaluation of work-based
training shall be prepared during the workshop to support in the implementation of
the training program.
This module is prepared to help you achieve the required competency, in

“FOOD AND BEVERAGE SERVICE NCII”.
This will be the source of information for you to acquire knowledge and skills
in this particular competency independently and at your own pace, with minimum
supervision or help from your facilitator.
Remember to:
• Work through all the information and complete the activities in each section.
• Read information sheets and complete the self-check. Answer keys are
included in this package to allow immediate feedback. Answering the self-
check will help you acquire the knowledge content of this competency.
• Perform the task sheets and job sheets until you are confident that your
output conforms to the performance criteria checklist that follows the sheets.
• Submit outputs of the task sheets and job sheets to your facilitator for
evaluation and recording in the Accomplishment Chart. Outputs shall serve
as your portfolio during the institutional competency evaluation.
A certificate of achievement will be awarded to you after passing the

evaluation. You must pass the institutional competency evaluation for this
competency before moving to another competency.
CBLM in Date Developed:

Food and Beverage Services Issued by: MMCI
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NC II
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Promoting Food and Document No.03
Beverage Products Joshua D. Conde Page 2 of 104
Revision No. 000
FOOD AND BEVERAGE SERVICES NCII
Contents of this Competency – Based Learning Materials
No. Unit of Competency Module Title Code
1 Prepare the Dining Preparing the dining TRS512387

Room/Restaurant Area for room/restaurant area
Service for service
2 Welcome guests and take Welcoming guests and TRS512388

food and beverage orders take food and beverage
orders
3 Promote food and Promoting food and TRS512389

beverages products beverages products
4 Provide food and beverage Providing food and TRS512390

services to guests beverage services to
guests
5 Provide room service Providing room service TRS512391
6 Receive and handle guests Receiving and handle TRS512392

concerns guests concerns

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MODULE CONTENT
Qualification : FOOD & BEVERAGE SERVICES NCII
Unit of Competency : PROMOTE FOOD AND BEVERAGE

PRODUCTS
Module Title : Promoting Food And Beverage Products
MODULE DESCRIPTOR:
This unit deals with the knowledge and skills required in providing advice to
customers on food and beverage products in foodservice enterprises.
NOMINAL DURATION:
LEARNING OUTCOMES:
At the end of this module you MUST be able to:
LO1 Know the product

LO2 Undertake Suggestive Selling
LO3 Carry out upselling strategies

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Learning Outcome # 1 Know the product
CONTENT:
1. Menu familiarization
2. Types of Menus
3. Food pairing
4. Beverage pairing
5. Suggestive selling techniques and principles
6. Upselling techniques
7. Food allergens
ASSESSMENT CRITERIA:
1. Names and pronunciations of dishes in the menu are mastered.

2. Ingredients of dishes are memorized.
3. Sauces and accompaniments are known by heart.
4. Descriptions and of every item in the menu are studied.
5. Common food allergens are mastered to prevent serious health
consequences.
CONDITIONS:
Student/ trainee must be provided with the following:
Food Information
• Cooking method
• Serving portions
• Tastes and flavors
• Ingredients including food allergens
• Cooking time
• Side dishes
METHODOLOGY ASSESSMENT METHOD:
Modular (self-paced) Interview (oral/

questionnaire)
Electronic learning Observation
Industry Immersion Demonstration of Practical
Skills
Film viewing Written examination
Demonstration
Discussion

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Learning Experiences / Activities
Learning Outcome # 1
KNOW THE PRODUCT
Learning Activities Special Instructions
Read: Information Sheet 3.1-1 This Learning Outcome deals with the
development of the Institutional Competency
Answer: Self Check 3.1-1 Evaluation Tool which trainers use in
evaluating their trainees after finishing a
Perform: Task Sheet 3.1-1 competency of the qualification.
Go through the learning activities outlined for

you on the left column to gain the necessary
information or knowledge before doing the
tasks to practice on performing the
requirements of the evaluation tool.
The output of this LO is a complete

Institutional Competency Evaluation Package
for one Competency of Food and Beverage
Services NCII. Your output shall serve as one
of your portfolio for your Institutional
Competency Evaluation for Promote food and
beverage products.
Feel free to show your outputs to your trainer

as you accomplish them for guidance and
evaluation.
This Learning Outcome deals with the

Evaluation Tool which trainers use in
competency of the qualification.

After doing all the activities for this LO1: Know

the product; you are ready to proceed to the

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next LO2: Undertake suggestive selling.

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Definition of Terms
Term Explanation
The service of food and beverage items in Guests rooms by

Room Service
designated room service waiter. Also called In room dining
A range of food items offered for service usually written and

Menu
including prices
Complimentary Items served without charge
Items supplied by the venue for the guests consumption such

Amenities
as pens, notepads, matches etc
Items supplied by the venue for the guests use while occupying
Supplies the room for example bathrobes, drinking glasses, cups and
saucers
Beverage and snack food items set up within a guest room for
Mini Bar
their use on a pay as consumed basis
Handbook or folder hard copy or electronic which contains

Compendium
information about the venue including the Room service Menu
Supervisor in charge of porters and responsible for a wide

Concierge
range of guest services
Day use room Room used between 9 & 5.for meetings
A record of all financial transactions between the Guest and the

Guest Folio or Account
venue during the guests stay
A record of the guests personal details including food

Guest Profile
preferences and allergies
A system of relying on the Guest to record consumption of

Honour System chargeable items in their room including Mini Bar, to be added
to their room account
The department that is responsible for the cleanliness of a

Housekeeping
Guest room during their stay
Responsible for luggage management ,Valet parking and Guest

Porter
services such as visitor information
Market segment Categories of guest with similar traits needs and wants

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Term Explanation
Room rate plus several services at one price. E.g. bed and
Package
breakfast with car parking
Posting The recording of financial transactions on the guests folio
Those areas in a Hotel or resort where the general public have

Public Areas
access, such as Bars & Restaurants
A feature is primarily used to handle transactions for non-

Passer-by guests or transactions a guest doesn't want on their room
account
Suite A room with separate living and sleeping areas
The selling of products or services by suggesting alternatives in

Suggestive selling a way that creates desire highlighting special features, benefits
and value
A cash register which records a financial transaction on a guest

Point of sale
folio at the time of consumption
SPATT Special attention Guests
VIPs Guests who are Very Important Persons.
Items such as sauces, mustards and other seasonings or side

Condiments
dishes which are served as an accompaniment to a dish
In House Guests in occupancy
A small pre-heated insulated box that fits under a trolley or at

Hot Box
the base of a multi tray trolley to keep hot food hot.
Floor check To check floor by floor for used items.

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Information Sheet 3.1-1
1. Research general information on food and beverage products

Introduction
In order to obtain product information on food and
beverage products it is essential to be proactive.
You must make an effort and take action to find
things out.
This section describes sources of this information and
identifies the aspects of food and beverage products
about which you should obtain information.
Need for product knowledge

It is vital for every hospitality employee to have an excellent
knowledge of the products and services offered by their
workplace.
In particular, you need this knowledge so you can take every opportunity to
demonstrate professionalism, promote dishes, recommend beverages and
generally assist customers.
Opportunities to promote products frequently arise during service sessions, and
elsewhere in the general hospitality environment.
These opportunities mainly occur when taking orders, and present an excellent
opportunity to show-off your skills, as well as to inform the customer of the
various products or services offered by your place of work.
‘Product knowledge’ is at the heart of providing information on food and
beverages.
What is product knowledge?
Knowledge about food, beverages, the services you offer and the facilities
available is called 'product knowledge', and you can never have too much of it.
Product knowledge involves almost anything relating to the area and venue
where you work.
Food waiters are expected to have detailed food knowledge, a good knowledge
about the venue generally but less knowledge about beverages.
Beverage waiters are expected to have detailed knowledge about drinks, a good
knowledge about the venue generally but less knowledge about food.
Those who are as both food and beverage waiters are expected to have a good
knowledge about both.

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Product knowledge is different to skills/competencies: for example, a food waiter
may have knowledge about gueridon cookery but not have the skills to provide
gueridon service.
Food staff
For food staff product knowledge should include information about:
• Menu items (dishes offered on the menu - you should know what is available
and what is not
• Serve or portion sizes
• Prices
• Cooking styles
• Cooking times
• Ingredients
• What is fresh and what is bought in, frozen, and or pre-prepared
• Suitability for those with certain dietary or cultural requirements
• Cutlery and crockery required for service of individual menu items.
Beverage staff – drink waiters and bar attendants
For beverage service staff product knowledge should include information about:
• The drinks/mixed drinks available from the bar – including cocktails where
applicable
• The brand names and types of spirits, liqueurs and fortified wines available
• The table and sparkling wines available – bottled
and ‘bulk’ (‘house wine’)
• The soft drinks available – including juices, aerated
waters and mocktails
• The beers available – draught and packaged
• The pre-mixed/ready-to-drink beverages available
• Prices
• Knowledge about individual beverages – such as
wine knowledge, how various liqueurs may be
served, the alcoholic strength of different liquors,
whether products are domestic or imported
• Knowledge about matching menu items to menu
items
• Glassware for the service of all drinks.

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Venue knowledge
All staff should have general information about the venue itself, such as:
• Opening hours
• Methods of payment accepted
• Booking policies and procedures – including need for
deposits and requirements in relation to booking
confirmations
• Complaint handling procedures
• Facilities and services available elsewhere in the venue
• Names of managers/owners
• Legal issues – as they apply to issues such as the service
of liquor and safe food handling.
What information sources are there?

Internal sources
Within the property you can obtain product knowledge information from:
• Menus, drink lists, wine lists and cocktail lists – many of these contain
descriptions about beverages and dishes
• Taste the products – subject to whatever workplace restrictions apply, one of
the best ways to really learn about food and beverages is to ‘experience’ them
– smell them, feel them, taste them!
• Recipes – for information on individual dishes such as
ingredients and cooking styles
• Experienced staff – such as chefs, cooks, cellar staff,
senior F&B service staff, purchasing officers, bottle
shop sales assistants, managers and owners
• Operational manuals – for details relating to the way
things should be done in the room/property
• Policies and procedures manuals – for background
information about the venue
• Wrapping and packaging material – many items are delivered in packaging
that contains information about the product
• Doing a tour of the premises – to meet staff, find the locations of departments
and facilities, and to generally learn about the property
• Talking to customers – to benefit from their experience/s, what they have
learned and their preferences.

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External sources
Outside the venue you can obtain product knowledge information from:
• Product suppliers – by asking direct questions to the sales office or sales
representatives, or by asking them to send you product information sheets
• The media – it must become standard practice for you to read, watch or listen
to anything that relates to food and beverages: this should include reading,
watching and listening to the general media as well as obtaining and reading
trade magazines and journals
• Books – see what your local library has, check
out the newsagents, visit the local library
• Internet – loads of information is available
through targeted searches: see below for some
examples
• Trade shows, exhibitions and F&B festivals –
keep an eye on the media and invitations sent
to your employer. Make the time to go – many shows/exhibitions are free to
industry personnel and they are a great way to establish industry networks
and keep abreast of what is happening in the industry
• Food and cooking demonstrations – you can always learn something from
these events even where they are conducted by a company with a vested
interested in promoting their range of products
• Promotional activities – many suppliers run promotional events to advertise
their products and you should attend these whenever possible. Trade
magazines, local media and invitations sent direct to your workplace are the
best sources of when and where these are conducted.
Food knowledge required

General background
Your product knowledge needs to reflect the needs of the place where you work.
This means the waiter in a fine dining restaurant will have knowledge about
different things to a person serving food from a Bain Marie in a fast food outlet.
While it is good to develop a broad and detailed level of product knowledge, it is
essential to first gain the product knowledge necessary for your nominated job.
With this in mind, food knowledge may relate to:
Appetizers
Appetizers are menu items offered for guests to eat
prior to their main course.
They may include:
• Hors d’oeuvres

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• Canapés
• Antipasto
• Tapas
• Finger foods
• Sandwiches.
You need to know what ingredients are used, what things taste and look like,
what they cost, how long they will take to prepare and cooking styles.
Soups
A traditional course on many menus, soups provide low food cost items for many
premises.
Soups may be classic or contemporary, may be served hot or cold and can reflect
ethnic flavors from many countries.
Options include:
• Clear soups
• Broths
• Purées
• Cream soups
• Bisques.
Meat, poultry, fish and seafood – entrées and main courses
Meat, poultry, fish and seafood are common raw materials for all courses (except
desserts) including entrées and main courses.
As staple ingredients meat, poultry, fish and seafood can be the stand-alone
ingredient for a dish (such as steak, fillets of fish, or lobster) or they can be
ingredients in other menu items such as sauces and wet
dishes.
Meat includes:
• Beef
• Lamb
• Veal
• Goat
• Pork.
Cuts and options vary between the meat items but can
include:
• Steaks

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• Chops and/or cutlets
• Mince
• Joints for roasting.
You need to know the cuts being used, whether things are fresh or frozen, the
type of product being used as well as what things taste and look like, what they
cost, how long they will take to prepare and cooking styles.
You also need to know the answer to the question “Is it
tender?”
Poultry includes whole birds or cuts and includes:
• Chicken
• Turkey
• Squab
• Pheasant
• Duck
• Goose.
You need to know the cuts being used, whether things are fresh or frozen, the
type of product being used as well as what things taste and look like, what they
cost, how long they will take to prepare and cooking styles.
Options include whole birds, legs, wings and breast.
Fish may be fresh, frozen or preserved and can be obtained from the sea of from
freshwater.
Fish can include:

• Flat fish and round fish
• Whole fish and fillets
• Whitefish
• Oily fish.
Seafood includes:
• Shellfish (also known as ‘crustaceans’) – generic term for seafood from a fish
with a shell (such as crayfish, crabs, lobster, prawn, shrimp)
• Mollusks – octopus, cuttlefish, squid, clams, whelks, winkles, mussels,
scallops, cockles, oysters.
You need to know the type of fish or seafood being used, whether things are
fresh or frozen (a very common question in relation to fish and seafood) as well

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as what things taste and look like, what they cost, how long they will take to
prepare and cooking styles.
Desserts
Desserts are served after the main course and also known as ‘sweets’.
In some properties a separate menu is used for desserts.
They can be either hot or cold – many are served with sauces - and include:
• Puddings
• Pies, tarts and flans
• Fritters – Banana fritters, or pineapple fritters
• Custards and creams
• Prepared fruit – fruit which has been peeled and cut ready for eating
• Charlottes – such as Apple Charlotte
• Bavarois and mousse
• Soufflé
• Sabayon
• Meringues
• Crepes and omelets
• Sorbets
• Ice cream
• Bombes
• Parfaits.
Snacks
Snacks are light meals, commonly provided for people
who are in a hurry or who are not especially hungry.
One characteristic of a ‘snack’ is that it can often be
easily taken away by the purchaser.
Snacks can include:
• Hot chips and potato wedges
• Biscuits, crisps and crackers
• Hot dogs
• Pies, pasties and sausage rolls

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• Croissants
• Sandwiches and rolls
• Baguettes
• Hamburgers
• Ploughman’s lunch – cheese, greens and pickled onion.
Some snacks can also be meals – for example, a slice of pizza is a snack, but a
whole pizza is a meal.
Cheese
Cheese can be made from cow, sheep or goat’s milk.
Basic cheese options include:
• Soft cheeses – Brie, Camembert and cottage
• Semi-soft cheeses – Edam and Gouda
• Hard cheeses – cheddar and Parmesan
• Blue vein cheese (such as Gorgonzola, Stilton and
Roquefort) – colored by an edible penicillin mold.
Cheese can be used in sauces or served on its own on a cheese platter.
Pasta
Pasta can be bought-in as ‘dried’ pasta and re-constituted on-site, or it may be
made fresh on-the-premises.
Pasta comes in a wide variety of types (flat, tubular and shaped) and sizes and
may be filled or plain.
Pasta is traditionally served with a variety of sauces but can also be used in
soups and as a substitute for potato.
Examples of pasta include:
• Gnocchi
• Spaghetti
• Fettuccini
• Lasagna
• Tagliatelle.
Noodles
Noodles are made from flour (wheat) and water, and/or eggs.
In many ways they are similar to pasta.

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Vegetables
Vegetables are traditionally used as an accompaniment to a main dish.
Some vegetables can also be used in salads.
‘Root vegetables’ grow underground.
Examples of vegetables include:
• Potatoes – root vegetable
• Onions – root vegetable
• Carrot s– root vegetable
• Broccoli – green vegetable
• Sprouts – green vegetable
• Celery – green vegetable
• Peas – green vegetable
• Beans – green vegetable
• Spinach – green vegetable
• Cabbage – green vegetable
• Tomatoes – technically a ‘fruit’ but commonly referred to as a vegetable.
Fruit
A growing focus on healthy eating has seen increased up-take of fruit in
premises.
Fruit is almost mandatory with breakfasts, and supplied free-of-charge by some
properties to house (in-room) guests and/or at reception.
Fruit options include:
• Pieces and platters of fresh fruit – pineapple,
watermelon, apples, bananas, rambutan, jackfruit,
star fruit, mango
• Fresh fruit salad – available with or without cream,
yoghurt or ice cream
• Tinned fruit – such as pears, peaches and apricots
• Dried fruit – such as dried apricots, figs, sultanas,
raisins and currants.
Salads
Healthy eating has also seen the rise in the popularity of salads.

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Salads may exist as a stand-alone menu item (such as a ‘Warm Chicken Salad’)
or as an accompaniment to a main course dish – such as green salad or a mixed
salad.
Salads may be classical or contemporary, varying in ethnic and cultural origins,
served either cold, warm or hot, and may contain a variety of cooked and
uncooked ingredients.
Dressings are applied to some salads.
Salad vegetables include:
• Lettuce – various types
• Tomato – including cherry tomatoes
• Radishes
• Celery
• Onions and spring onions
• Shredded cabbage – in coleslaw (salad made with shredded/grated cabbage,
onions, carrots, seasoning and mayonnaise)
• Mushrooms
• Carrots
• Beetroot
• Peppers – red, green and yellow.
Many ‘vegetables’ can be used as ‘salad vegetables’ and many ‘salad vegetables’
can also be used as ‘vegetables’.
Pre-packaged food items
Pre-packaged food items include:
• Food items are items bought in from suppliers and sold behind the bar or in
other retail areas – they include items such as chips and nuts
• Portion control items – these are the single/individual serve units such as
pats of butter and margarine, sachets of sugar and sugar substitute, foils of
jams and sauces
• Any food item bought-in and served (or sold) ‘as is’ – such as cakes and
cheesecakes.
Some pre-packaged foods may:
• Require some basic preparation – such as boiling or heating
• Be further prepared prior to service by the addition of extra ingredients
and/or sauces to enhance presentation and taste.

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Specialist cuisine food items
Specialist cuisine food items commonly relate to cuisines of various cultures but
can also include specific cuts of meats, poultry and game as well as specific
types of fish and seafood.
In some cases, an item which is ‘standard’ in one establishment may be regarded
as ‘specialist’ in another. For example ‘pork ribs’ might be on the menu all the
time in one venue but be regarded as a specialist dish in another.
For example, eye fillet could be regarded as a specialist cuisine item if it is not
normally used but required only for a certain dish. A steak which is cut in a
butterfly cut may be ‘specialized’. The use of a chicken leg and thigh connected
to each other may be ‘specialized’.
The way the item is ‘grown’ may also classify an item as ‘specialist – for example
organic vegetables or grain-fed beef.
National dishes
It is vital you understand the traditional national dishes of the country in which
you work.
Many tourists visit your country and your workplace to experience the local
cuisine and you must know:
• The names of these dishes
• The ingredients in them
• Any relevant history – (as applicable) how and when they were invented; who
they were named after
• The cooking processes used to produce them
• Their flavors and appearance
• Serve size and how they are served
• Cost.
Signature dishes
Venues may – or may not – have one or more
‘Signature dishes’. These are dishes the venue (or the
chef) is famous for.
Many visitors will come to the venue just for this
possibly world-renowned dish.
Signature dishes may be a local/regional dish or from another culinary area.
Venues will strive to always have the Signature dishes available, all the time the
venue is open.
Other specialist foods
Other specialist foods may be ‘special’ in one venue but common in another.
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It is there lack of common usage in this case which make them special.
This means other food items that could be seen as ‘specialist’ in some properties
could include:
• Offal
• Aromatics, flavorings, spices, spice mixes and herbs
• Garnishes
• Seeds and nuts
• Grains, rice and pulses
• Fungi
• Preserves, condiments and accompaniments
• Fruits, vegetables, flowers and salad items – not commonly used/available
• Aquatic plants such as seaweeds
• Specialist cheeses and dairy products
• Sweeteners such as palm sugar, honey and glucose
• Fats and oils
• Local food items/ingredients.
Beverage knowledge required

General background
Your product knowledge needs to reflect the needs of the place where you work.
It is important that you learn what drinks are available, and
develop an understanding of similar or like products so that
when a customer orders something you do not have, you can
suggest a suitable alternative.
For example, if a customer orders a “Tanqueray and tonic
water” you need to know Tanqueray is an imported gin and if
you do not stock it you could recommend another imported gin
you do stock (such as, for example, Gordon’s or Beefeater)
The type of general information about alcoholic beverages you
may need to pass on to customers includes:
• Which ones are suitable drinks for aperitifs
• Which ones are suitable for drinking during and after a meal
• Suggested basic wine and food combinations
• What they taste like, look like, smell like and where they come from
• What their alcoholic strength is
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• Whether they are domestic or imported beverages
• Information specific to wines – details relating to wine makers, wine styles,
wine growing areas, grape varieties, wine characteristics and information
relating to wine shows and the wine industry
• Size of serves, bottles, cans and glasses
• The variety of ways in which different liquors can be served.
Wine
Wine is defined as the naturally produced beverage made from the fermented
juice of grapes.
The making of white wine
White wine can be made from red or white grapes because grape juice is clear:
wine picks up its color from contact with the skins, so a white wine made from
red grapes would spend virtually no time in contact with the red skins.
The process for making of both white and red table wine is
very similar.
White table wine production
The basic procedure for producing white table wine is:
• Grapes are harvested
• Grapes are crushed at the winery - to release free-run
juice
• Pressing occurs – to remove all available juice
• Sulphur dioxide is added – to prevent yeasts that are
naturally occurring on the grapes from starting an
unwanted and unpredictable natural fermentation
process
• The juice (called ‘must’ at this stage) is chilled – and
allowed to settle
• Must is filtered – through a centrifuge to remove large
particles/matter not wanted in the final product
• A commercially prepared yeast is added to the must – to start a fermentation
process that is predictable and stable
• Fermentation occurs under refrigeration – to control the heat generated
during the fermentation process
• Fermentation is stopped when the wine has reached the required level of
dryness or sweetness – or as the wine maker’s scientific and taste-testing
observations indicate

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• Yeast protein, skins and other residue are allowed to settle out – and the wine
is pumped out to undergo a 'fining' (filtering) process to remove the unwanted
matter generated during the fermentation process
• The wine is aged (sometimes in wood but often in large stainless steel tanks
(the ‘tank farm’ at the wineries) – it is then bottled, may be bottle aged, and is
then sold.
Making red wine

Red wine can only be made from red wine grapes.
The main difference between the production of red and white
table wines is that in red wine production, the grape juice is
allowed to spend time in contact with the grape skins to pick up
color (and tannins which play critical roles in the ageing of the
wine).
The basics are:
• Grapes are harvested
• Grapes are crushed - and juice stays in contact with skins
• Winemaker determines how long juice stays on the skins
• Grapes pressed to extract all the juice and other juice may be
added – many red table wines are ‘blends’ of different grape
varieties
• Fermentation occurs
• Wine is fined, filtered and stored in wood
• Wine is bottled, aged further in the bottle, and then is ready for
sale.
Wine categories
In addition to ‘red’ or white’ table wine, wine can be further

categorized as follows:
• Varietal or generic
• Sparkling
• Fortified.
Varietal wines
‘Varietal’ wines are wines made from one (or more) nominated grape varieties: the
name of this or these grape varieties appears on the label of the bottle.
Where a wine claims to be made from a certain grape variety, the wine must be
made from a minimum percentage of that stated variety.
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Where a wine claims to be made from grapes of a certain year, then a minimum
percentage of the wine must be from that specified year.
Where a wine claims it comes from a nominated area, then a minimum
percentage of the wine must come from the stated area.
Varietal white wines
White grape varieties include:
• Chardonnay – a full-flavored dry white wine
• Chenin Blanc – a pleasant fruity 'drink now' wine with a refreshing acid finish
• Riesling – a delicate wine with fruit character and a trace of sugar that varies
hugely depending on the region in which it is grown
• Sauvignon Blanc – a dry white wine with distinct varietal flavor (melon,
pineapple, tropical fruit)
• Semillon – a dry, crisp white wine
• Traminer – a fresh and fruity wine with a spicy smell and taste.
Common bottle size is 750 mls.
Varietal red wines
Red grape varieties include:
• Cabernet Sauvignon – an aromatic red which may have berry, mint, capsicum
or blackcurrant highlights
• Malbec – a fruity, soft wine
• Merlot – another fruity and aromatic red reminiscent of plums, pumpkins and
fruitcake
• Pinot Noir – a lighter style red, thin in taste and color
• Shiraz – this grape produces fine full-flavored reds that vary greatly from
region to region; often blended.
Common bottle sizes are 200 mls, 750 mls and 1 liter.
Generic wines
‘Generic’ is the term used to describe wines are made to a style,
usually naming a European location as its origin, such as
Hock, Moselle, Claret and Burgundy. There is no indication of
grape variety/varieties used.
Generic white wines include:
• Chablis - a very dry, flinty wine
• Hock - a very dry white wine

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• Moselle - a popular and pleasantly semi-sweet wine, less sweet than
Sauternes
• Rhine Riesling - drier than Moselle: often described as fruity and has its
fruitiness confused with sweetness
• Sauternes - produced from fully ripe grapes; a very sweet wine
• White Burgundy - a fairly dry white with full flavor.
Generic red wines include:
• Burgundy - a soft and fruity red wine
• Claret - a dry red with more astringency than burgundy.
Blended wines
Blended wines, as the name suggests are made from two or more grape varieties.
This may be done by a wine maker to create a unique taste, to mask a deficiency
in one grape (such as lack of color, lack of flavor) or because of economic
necessity (some grape varieties are cheaper than others).
A blended wine is not to be seen as inferior to a straight varietal wine – it is just
different.
Premium wine by the glass

Some properties feature a system allowing bottles of premium quality wines to be
sold by the glass.
These systems use nitrogen to dispense the wine thereby avoiding the oxidizing
problems involved when wine bottles are opened.
Where these systems are in use, any bottled wine can be hooked up to the
system.
Sparkling wines
The word ‘Champagne’ is now legally reserved for
sparkling wine produced from the Champagne region
in France.
All other similar wines are called by the generic term
‘sparkling wine’.
Sparkling wines may be made using one of four options, each producing vastly
different quality products:
Naturally carbonated wine
The traditional way of producing sparkling wine is using the French method
known as ‘méthode champenoise’, whereby bubbles naturally occur in the bottle
as a result the fermentation process.

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Many sparkling wines are made using this process and highly regarded around
the world as outstanding of the champagne style even though they are not by
strict definition ‘champagne’.
This method is also called ‘méthode traditionelle’, or ‘méthode classique’.
Carbonated or Injection method
This is the cheapest and quickest method and the one producing the lowest
quality sparkling wine.
The base wine is placed in a closed tank and chilled. Carbon dioxide is pumped
in under pressure and absorbed into wine: cola and lemonade are made in the
same way.
This method produces wine with comparatively large bubbles which disappear
quickly in the glass. The wine may be called 'Carbonated wine'.
Cuvee close, Charmat, Bulk or Tank method
The base wine is pumped into stainless steel tanks, where yeast and sugar is
added to start a second fermentation (the first fermentation has happened to get
the initial base wine).
It is this second fermentation which puts the bubbles in the.
The wine is allowed to settle, filtered and transferred to another tank – still under
pressure – where it receives a dose of sweetener/liqueur for the desired level of
sweetness.
Transfer method
This represents a compromise between the Charmat method and the best, most
expensive and most time-consuming method – méthode champenoise.
The secondary fermentation takes place in the bottle in the méthode
champenoise way, and wines are also aged for a short while in the bottle.
The wine is transferred under pressure from bottles (after the
secondary fermentation) to tanks where it is allowed to settle
and is filtered: a sweetener is added while the wine is still
under pressure and then it is bottled for sale.
The label will state 'fermented in the bottle'.
Styles of Champagne
Non-vintage (N.V.)
This is the most common style and is made from base of two
to three wines every year to enable consistency of product.
The end product cannot be legally identified as coming from a specified year,
hence the term N.V.
Vintage

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This is a rarer and more expensive wine made solely from wine of the one
nominated year.
It is usually a better-quality champagne.
Vintage champagne did not make every year – it depends on grape quality and
the season.
Rosé
This style may be made from leaving the grape juice in contact with the red or
black grapes for a period so the wine can pick up some color from the skins (or
some red wine may be added) to the white base wine prior to the second
fermentation.
Crémant
'Crémant' means 'creaming'.
The wine is a gently sparkling wine, giving the impression of
creaminess, preferred by many especially with desserts.
Blanc de blancs
This wine is made exclusively from white grapes.
Blanc de Noirs
This wine is made only from red grapes.
Degrees of sweetness or dryness
Sugar levels vary between brands so a brut in one brand may well not be as dry
as a brut in another.
The following is a general guide to sweetness/dryness:
Driest Extra brut
Brut
Extra dry
Sec
Demi-sec
Sweetest Doux
Champagne will improve in bottle over a certain time, but if kept for too long
there is an increased risk of the wine going “flat” as the carbon dioxide which
gives the wine its sparkle eventually seeps out.
It should be chilled before serving, and served at 7.5°C using champagne flutes.
Champagne bottle sizes
Champagne comes in half bottles (375ml) and full bottles (750ml) – some are also
available in 200 ml bottles - as well as a range of larger bottles each with their
own name:
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• Magnum – equivalent to 2 bottles: common for parties.
Other sizes are usually only sold for ‘special occasions’:
• Jeroboam – equivalent to 4 bottles
• Rehoboam – equivalent to 6 bottles
• Methuselah – equivalent to 8 bottles
• Salmanazar – equivalent to 12 bottles
• Balthazar – equivalent to 16 bottles
• Nebuchadnezzar – equivalent to 20 bottles.
Famous brand names

Well-known brands of Champagne include:
• Moet & Chandon
• Veuve Cliquot
• Mumm
• Piper-Heidsieck
• Tattinger
• Pommery
• Yellowglen
• Dom Perignon
• Krug
• Bollinger.
Fortified wines
Fortified wines are base wines which are strengthened or 'fortified' by the
addition of grape spirit or brandy.

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The addition of the grape spirit stops fermentation, increases alcoholic strength,
adds sweetness, imparts keeping qualities, and in the case of port provides the
brandy character.
Fortified range between 17 – 22% alc/vol.
The standard industry size serve for a fortified wine is 60 mls.
Fortified wines include:
Sherries
Served as an aperitif, sherries are available in:
• Dry – which is often kept under refrigeration and served chilled
• Medium
• Sweet
• Cream.
You can tell the difference between a dry sherry and a sweet sherry that are on a
drinks tray because the sweet sherry is usually darker in colour.
Vermouths
Vermouth is a white wine that has been infused with various herbs, spices,
flowers, fruits (depending on the manufacturer).
It is available in red (rosso) which is sweet and often referred to as Italian, or
white (bianco) which dry and is also referred to as French. It is used (or mixed)
as a pre-dinner drink.
Ports
White port is produced in the same way as other port, with the same difference
in production as the difference in production of red and white table wines – the
time on skins is either far less, or non-existent.
The final product in white port is usually much sweeter than
the red port, even where the labels read 'dry' or even 'extra
dry'.
Ruby port is amongst the simplest and most inexpensive due
to the fact that it is aged in bulk vats - not smaller barrels –
and bottled young (after 2 - 3 years) after blending. It retains
a deep ruby color and a 'fiery' taste.
Mulberry flavors are often traditionally associated with ruby
wine.
Tawny port gets its name from the tawny color that port gets from its wood
ageing and or the use in tawny of a lighter base wine, or the blending of a red
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Vintage port is a port that is simple to make being made blended
wines from the one vintage yet is the most expensive in part due to
the fact that only the very best grapes are used.
Not every year will be a year when a 'vintage' can be declared.
Despite being a fortified wine, vintage port has a limited shelf life:
after opening it should be consumed within 2 – 3 days.
Liqueur port is produced when after some time tawny ports
become so concentrated (or liquored) through evaporation through casks that
their very nature has changed.
The evaporation reduces the liquid volume but concentrates the sugar, color and
flavor present and results in a port of liqueur-like character.
Alternatively, and more cheaply, a sweet white wine can be added to the tawny
before bottling producing a vanilla or nutty flavor.
Muscats
The name can refer to either grapes, or to the wine they make.
Muscat is a red dessert wine with a rich raisin taste and smoky characteristic.
The Liqueur Muscat is made in the same way as the natural liqueur port.
World wine countries
Many countries have established a reputation for wine.
More than the following countries produce their own wine but the following may
be regarded as notable wine-producing countries.
Famous wines and/or wineries for each country are also listed.
• Australia – Penfolds Grange Hermitage, Wolf Blass, Hardy’s, Rosemount,
Seppelt’s, Lindeman’s, Jacob’s Creek, Yellowglen, De Bortoli, Yalumba,
Tyrrell’s, Margaret River
• France – Château Neuf de Pape, Ch. dYquem, Bourgogne Chardonnay,
Château Mont-Redon, Côtes-du-Rhône Rouge, Laurent Perrier, Domaine, Ch.
Latour, Ch. Lafite Rothschild
• Italy – Cà del Bosco Franciacorta Annamaria Clementi, Villa Raiano Fiano di
Avellino, Venica Ronco delle Cime, Pieropan Soave Classico La Rocca,
Giacomo Conterno Barolo Monfortino, Gaja Barbaresco, Zenato Amarone
della Valpolicella, Banfi Brunello di Montalcino Poggio all’Oro, Donnafugata
Passito di Pantelleria Ben Ryè, Incisa della Rocchetta Sassicaia
• Germany – Liebfraumilch, Moselblumchen, Zeller Schwarze, Eiswein, and
sweet styles including Spatlese, Auslese, Beerenauslese and
Trockenbeerenauslese
• New Zealand – Giesen, Cloudy Bay, Jackson Estate, Wairau River, Seresin
Estate, Esk Valley

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• Chile – Almaviva, Antiyal and Kuyen, Casa Lapostolle Clos Apalt, Concha y
Toro Don Melchor Cabernet Sauvignon, Concha y Toro Terrunyo Cabernet
Sauvignon, Concha y Toro Carmín de Peumo Carmenere, Errazuriz Don
Maximiano 2006, Montes 2005 Purple Angel, Montes Alpha M 2010, ina San
Pedro 1865 Limited Edition 2007 Syrah (Source: http://www.chilean-
wine.com/best-chilean-wines)
• South Africa – Vergelegen, Meerlust, Rust en Vrede, Kanonkop, Klein
Constantia, Hamilton Russell Vineyards, Thelema Mountain Vineyards,
Simonsig, Rustenberg, Cederberg. (Source:
http://goafrica.about.com/od/capetownatravelguide/tp/topcapewineries.htm
)
• Spain – Palacio del Conde Gran Reserva, Los Hermanos Manzanos Reserva
Rioja, La Cantera Reserva Carinena, Conde Galiana Gran Reserva de la
Familia, Altos de la Guardia Rioja Blanco, Ermita de San Lorenzo Gran
Reserva (Source: http://www.winepeople.com.au)
• USA – 2005 Pine & Post Washington Chardonnay, 2006 Meridian Vineyards
Santa Barbara County Chardonnay, 2006 The Brander Vineyard Santa Ynez
Valley Sauvignon Blanc, 2006 Chateau Ste. Michelle Dry Riesling, 2005 SKN
Napa Valley Cabernet Sauvignon, 2005 Michael Pozzan Sonoma County
Cabernet Sauvignon, 2005 Blackstone California Zinfandel (Source:
http://www.foodandwine.com/articles/sixty-seven-best-american-wines)
• Portugal – Casal Garcia ‘Vinho Verde’, Moscatels, rosés, Dours wine, ports.
See:
• http://www.mapsofworld.com/world-top-ten/world-top-ten-wine-producer-
countries.html
• http://wineinsights.com/wine-growing-regions/world-wine-growing-regions.

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Spirits
The type of base ingredient used varies with the spirit produced – grape wine for
brandy; sugar for rum; grain crops for whisky, gin and vodka.
There are six popular spirit types in most
bars:
• Whisky
• Rum
• Gin
• Vodka
• Brandy
• Tequila
Whisky
Whisky is distilled from grain (barley, rye, maize, cereal) made in either a
Continuous or Pot still.
Whisky is produced in many styles with the four most popular being Scotch,
Irish, Bourbon and Rye.
Scotch whisky
There are two distinct types – malt and grain.
Blended together they make a third Blended version –
the common whiskies such as Haig, Johnnie Walker and
J & B are blends.
The standard blend is 60% grain to 40% malt.
Blending can involve up to thirty whiskies of different ages and from various
distilleries making a standard blend.
Traditionally only the malt whisky from the Highlands was true whisky: malts
are well liked by whisky connoisseurs who have personal preferences – a malt
whisky is lighter in color and smoother than other whisky.
Grain whisky
Scotland's grain whisky is made from maize with malted and sometimes un-
malted barley.
The product is light with no peat flavor.
There is little demand for it to drink straight and it is primarily used for
blending.
De Luxe Scotch whisky
Is older and mellower with a blend age of seven to twelve years.
Malt whisky

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Is made from malted barley.
Malting consists of spreading wetted barley on a warm floor, so the seeds begin
to germinate – this converts starch into sugar (maltose).
To halt the process it is next dried at a hotter temperature using peat.
The peat fumes give the unique flavor.
Common brands
Popular brands of scotch include:
• Johnnie Walker – red label, blue label, black label, green label and gold label
• Ballantine’s
• The Famous Grouse
• Teacher’s
• Grants
• Dewar’s
• Black and White
• Vat 69
• Chivas Regal
• Haig’s Dimple
• Glenfiddich Single Malt 12 years old.
Irish whiskey
Always spelt with an 'e' and is made basically the same as
whisky with some variations.
The base cereals may not be wholly barley, drying is by coal
fire not peat, and stills differ in design.
Examples of Irish whiskey include:
• Jameson
• Paddy’s
• Tullamore Dew.
Bourbon and Rye Whiskies
Bourbon is made in the state of Kentucky in the USA. The
neighbouring state of Tennessee produces a well-known
whiskey, Jack Daniels, which is therefore not Bourbon.
Rye is made in USA and Canada.

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Both are produced from grain (mainly maize) distilled in a Continuous still and
aged in charred oak barrels.
Bourbon is aged in cold warehouses, Rye in heated rooms: both are lighter than
scotch.
Popular brands include:
• Wild Turkey Kentucky Straight Bourbon Whiskey
• Jack Daniels Tennessee Whiskey
• Jim Beam Kentucky Straight Bourbon Whiskey
• Cougar Bourbon.
Canadian Club is a rye whisky bourbon.
Rum
Rum is distilled from molasses which is a by-product of cane sugar.
Rum is distilled by Pot or Continuous still and often blended.
It is aged in oak and caramel can be added for color.
Jamaican rum
Known for highly-flavored rums, but today light rums are distilled too with a
trend for these.
Barbados and Trinidad rum
Both specialize in lighter, as well as colorless rums.
Popular brands
Popular brands of rum include:
• Captain Morgan – spiced gold, dark, deluxe, white and
gold
• Bacardi – white, black and gold.
Check out http://www.bacardi.com/#.
Proof
‘Proof’ is another way of indicating the alcoholic strength of drinks. ‘Alcohol by
volume’ as a percentage is the more common way.
‘Proof’ is double the alcohol by volume figure.
For example, a product that is ’80 proof’ is 40% alc/vol
Rum labelled “overproof” is more than 50% alc/vol
Gin

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Gin is produced by rectifying a pure spirit with berries and botanical herbs –
juniper berries and coriander seeds are the main flavoring agents, along with
calamus root, cardamom seeds,
angelica, orange and lemon peels,
almond and orris root.
London Dry Gin
May be clear (like Gilbey's London Dry
and Gordon's), or straw colored (like
Booth's).
This is most commonly asked for type.
Sloe gin
With an emphasis on the sloe berries used in its production.
Vodka
Is distilled from a base of grain or molasses and is highly rectified meaning
impurities have been removed.
No flavorings are added; indeed charcoal is used to filter it and produce a clean
and smooth spirit.
Flavored vodkas
Polish vodka is also excellent, some varieties being flavored with fruit or herbs.
Growing in popularity, flavored vodkas can feature
cherries, rowan berries, pears, cranberries, green
apple, strawberries, raspberries, vanilla, oranges or
lemons.
• Stolichnaya
• Karloff
• Finlandia
• Wyborowa
• Smirnoff
• Skyy
• Absolut.
Brandy
Is distilled from grapes and is produced in nearly every

wine growing region: it may be consumed neat but is
popular with a mixer, or in cocktails.
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• St Remy
• Hennessy
• Remy Martin
• Chatelle Napoleon.
Cognac
The most famous brandy is Cognac made in the Cognac region of France.
When drinking cognac, a nip is poured into a balloon glass of moderate size: the
hand is cupped around the balloon and the cognac gently swirled, warming it
and releasing its bouquet.
Popular brands are Courvoisier, Remy, Camus and Audry.
Tequila
Is a Mexican spirit ranging from clear to pale gold in colour.
True Tequila is made in the areas surrounding the city of
Tequila.
Some bottles feature the classic worm in the bottle.
Tequila is made from Maguey cactus plants.
• José Cuervo
• El Toro
• Coyote.
Service of spirits
With spirits, there are several options available to customers.
They may order a full nip (30 mls) with a mixer
in a short or long glass, or they may order a half
nip (15 mls) with a mixer in a short or long glass.
Sometimes customers order a double (60 ml) but
many venues have banned these due to
Responsible Service of Alcohol concerns.
Drinks may be ordered with ice, or without ice.
Industry practice where the customer does not
specify nip size, glass size or ice requirements is
to prepare a drink comprising:
• A full nip
• Ice

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• Long glass.
Guests may also order the spirit 'neat' – which means without any mixer, and
without ice – or they may order it 'on the rocks' which means neat with the
addition of ice.
Common mixers with spirits
Common mixers (soft drink) used with spirits are as follows:
• Gin – tonic water, lemon squash, bitter lemon, lemonade, orange juice: ‘Pink
Gin’ is gin with the addition of a few drops of Angostura bitters that have
been swirled around the glass
• Brandy – dry ginger, cola, lemonade
• Whisky - dry ginger, cola, soda water
• Rum – cola
• Vodka – lemon squash, orange juice, tonic water, tomato juice.
RTDs
‘RTD’ stands for ‘Ready To Drink’ and refers to the large and growing range of
pre-mixed drinks that are available in bottles and cans.
They may be spirit or wine-based.
Examples include:
• Bacardi Breezers
• Vodka Cruisers
• Canadian Club and cola
• Jack Daniels and cola
• Cougar bourbon – with cola; cola zero.
Other spirits
Applejack
Brandy distilled from the fermented mash of cider apples in the New England
region of the USA.
The best is Pot distilled with a minimum maturation of 2 years in oak casks.
It may be bottled straight or combined with neutral spirits and sold as blended
applejack.
Aquavit
Is the drink of Scandinavia and the word comes from 'aqua vitae', Latin for ‘water
of life'.

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Grain or potato is distilled to produce a neutral spirit which is then redistilled
with caraway and other flavorings such as citrus peel, cardamom or anise.
Aquavit is served ice cold and as it is highly alcoholic it is usually served with
food.
Calvados
A brandy made from a mash of cider apples produced in the defined areas of the
provinces of Brittany, Normandy and Maine.
The fermented mash is double Pot distilled and then matured in oak casks for up
to 25 years, picking up color and flavor from the wood.
Eau de Vie (‘Water of life’)
These are true fruit brandies made by distilling the fermented mash of fruit.
They usually have a higher alcoholic content than most liqueurs and are dry to
the taste and the majority are colorless because they are aged in glass.
Kirsch
Originally double Pot distilled cherry brandy from the Alsace region in France.
Kirschwasser
German or Swiss cherry brandy.
Ouzo
Aniseed flavored spirit of Greece and Cyprus.
Quality ouzo made by double distillation of the basic spirit and then the addition
of aniseed and other herbs before redistillation.
The better quality the ouzo the milkier it becomes with the addition of water.
Pernod
Origin is in Southern France. It was named after Monsieur Pernod who bought
the recipe in 1897.
The original recipe contained absinthe; however this was banned on 14th August
1914 for making men mad and vicious.
Pernod has a similar taste to ouzo and goes milky with the addition of water.
Poire Williams
Eau-de-vie de poire is distilled from the pear known as Williams or Bartlett.
It is sometimes marketed in a pear-shaped bottle with a ripe pear inside.
Slivovitz
Plum brandy from Yugoslavia and other Balkan countries.

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For more information go to
http://www.physics.uq.edu.au/people/nieminen/spirits.html.
Liqueurs
Liqueurs are spirits flavored with fruits, herbs, roots and plants, sweetened and
sometimes artificially colored.
Liqueurs are proprietary or generic.
Proprietary brands are those produced by a single company such as Grand
Marnier, Cointreau, Tia Maria, and Galliano.
Generics are types of liqueurs that can be made by any company. As an example,
Seagram produce a range of generic liqueurs that includes Advocaat, Banana,
Blue Curacao, Butterscotch, Crème de cacao, Crème de menthe, Melon, Mint
chocolate, Triple Sec.
Many liqueurs trace their ancestry back to the monasteries where monks
collected herbs and turned them into medicines: in fact, many do have digestive
properties.
Liqueurs are made by soaking flavoring materials in a spirit – the number of
flavorings is huge with Chartreuse having a hundred and thirty herbs, and DOM
Benedictine at least thirty.
Liqueurs may be mixed, used in cocktails or served straight. May be lit (set on
fire) and served ‘flaming’
Standard serve size for a liqueur is 30 mls. Here are popular examples:
Advocaat
A low strength liqueur, thick yellow and creamy from raw eggs and spirit.
Anisette
Sweetened version of Anis, a name that comes from the star anise plant.
Bailey's Irish Cream
Cream blended with whiskey, neutral spirits, coffee and chocolate.
Benedictine DOM
DOM stands for Deo Optima Maximo – To
God most good, most great.
It is a famous and popular golden liqueur
with a complex, herb flavor.
Chartreuse - Green or Yellow
Brandy distilled with numerous herbs:
yellow is sweeter – but weaker.
Cointreau

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Colorless liqueur of the Curacao family made by the Cointreau company. Clear in
color, orange-flavored with a dry finish.
Crème de Bananas
Sweet, banana-flavored liqueur which might be consumed neat or poured over
ice cream.
Crème de Cacao
Sweet liqueur made from cocoa and vanilla beans.
Crème de Cassis
Sweet liqueur made from blackcurrants.
Crème de Menthe
Sweet, mint-flavored liqueur, available in either a clear or green color.
Drambuie
Made from Scotch whisky, herbs and honey: sweet and golden.
Grand Marnier
Distilled oranges steeped in cognac.
Irish Mist Liqueur
Made from heather, honey and whiskey.
Kahlua
Mexican coffee-flavored liqueur.
Curaçao
Distilled from peel of bitter oranges.
Normally colorless but may be orange or blue using food coloring agents to
achieve this.
Jagermeister
A bitter tasting liqueur made from herbs, roots and spices.
Recommended to be served from the freezer.
Kummel
Distilled grain spirit flavored with caraway seeds.
Maraschino
Sweet liqueur made from cherries.
Midori
Green honey dew melon-flavored liqueur.
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Parfait d'Amour (‘perfect love’)
Sweet, highly scented, violet-colored liqueur.
Peach Brandy
Peaches steeped in brandy.
Royal Mint Chocolate
Like a liquid after dinner mint.
Sambuca
Aniseed-flavored colorless, red or dark blue (black) liqueur.
Often served with three coffee beans in the glass.
Strega
Means 'witch' in Italian: features many herbs and barks of trees.
Tia Maria
Distilled from sugar cane and flavored with Blue Mountain coffee.
Van Der Hum
South African cape brandy with tangerine (naatje) and a touch of rum.
Websites for liqueurs
Check out the following for more information:
• http://en.wikipedia.org/wiki/Liqueurs
• http://www.tastings.com/spirits/liqueurs.html
• http://www.drinksmixer.com/desc29.html.
Beer
Beer is available in draught and packaged form.
Draught beer is beer drawn through the tap from barrels or
kegs.
Packaged beer is beer in large and small bottles and cans.
Beer Production
Beer is made by a process known as 'brewing'.
Precise times, temperatures and yeast type vary between breweries and brews.
The major production steps are:
• Barley is steeped in water and germinates
• It is dried by warm air and ground in the brew house

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• It is then mixed with water to make a liquid called 'wort'
• The wort is boiled up with hops and sugar
• The wort is then cooled and the yeast added to
start the fermentation process
• The beer is then clarified, stored and matured
• Finally it is filtered, packaged and dispatched for
consumption.
Boutique beer
A boutique beer is a beer that is not mass produced.
It is usually made by a small operator such as a pub
brewery (sometimes referred to as a micro-brewer).
Boutique beers may be domestic or international,
with many boutique beers only being available in the
premises where they were brewed, while others enjoy
national exposure.
Commercially produced beer

Commercially produced beer may be seen as beer that comes from commercial
brewers others than boutique breweries.
These beers may be available in different alcoholic contents which are classified
generally as:
• Standard strength – which is around the 4.9% alcohol/volume mark
• Mid-strength – around 3.3% alc/vol
• Light – about 2.2% alc/vol
• Low alcohol – 0.9%alc/vol.
These beers may be domestic or international.
Citrus infused beers
A relatively recent addition to the beer market has been the introduction of citrus
infused beers.
These beers may be infused with orange, lemon and or lime.
Imported beers
Most countries now offer beers from many countries – at least in packaged form.
These beers are in addition to the local brews. Popular imported beers include:
• Fosters – Australia
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• Lowenbrau – Germany
• Beck’s – Germany
• Furstenberg – Germany
• König Pilsener – Germany
• Stella Artois – Belgium
• Corona – Mexico
• Bass – England
• Budweiser – USA
• Hollandia – Holland
• Heineken – Holland
• Miller – USA
• Maes – Belgium
• Chimay – Belgium
• Duvel – Belgium
• Asahi – Japan.
Asian beers
The following list names popular Asian beers and is taken from ‘The Asian Beer
Guide’ at http://www.asianbeerguide.com/:
• Beer Lao
• Chang Beer
• Kingfisher
• Kirin Beer
• San Miguel
• Sapporo Beer
• Singha Beer
• Taiwan Beer
• Tiger Beer
• Tsingtao Beer.
More information is available at:
• http://en.wikipedia.org/wiki/Beer_and_breweries_by_region
• http://www.beers-of-the-world.com/.

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Or do a search for the country you are seeking information about, such as
‘Vietnam+beer’.
Beer variations
Most beer is consumed ‘neat’ but some people prefer to add a little
something to their beer, in order to get a different taste.
Beer variations include:
• Shandy – Beer and lemonade
• Beer with a dash – Beer with a dash of lemonade
• Lager and lime – Beer with a dash of lime juice
• Red eye beer – with tomato juice
• Black and tan – Beer and stout
• Half and half – Beer and stout
• Portergaff – Stout and lemonade
• Stout with a dash – Stout with a dash of lemonade
• Wedge of lime in neck of a Corona.
There is a wide variation in sizes of beer glasses from 200 mls upwards.
Non-alcoholic drinks
Non-alcoholic drinks should be available in all liquor outlets to comply with
general RSA principles. Non-alcoholic drinks may be hot or cold. Examples of
non-alcoholic beverages include:
• Varieties of tea – black, semi-black, blended, green, scented
• Coffee – including all espresso-based coffees and the flavors that may be
added
• Milk shakes and flavored milks
• Smoothies
• Hot/iced chocolate
• Juices – bought-in and freshly squeezed juices.
• Cordials and syrups
• Waters – still, sparkling, flavored
• Soft drinks – also known as aerated waters: either
bulk ‘post mix’ products or products from bottles or
cans
• Non-alcoholic cocktails – known as ‘mocktails’

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• Health drinks – including energy drinks
• Frappés
• Children’s specialty drinks.
2. Identify information required to fulfill responsibilities of job

role
Introduction
The basis of doing any job properly is knowing what is required of you.
All jobs have unique activities (or ‘tasks’) attached to them and, in theory, if
everyone does what they should then the mix of everyone’s efforts will result in
the intended objectives and outcomes for the business and good service to
customers.
This section looks at the roles requiring food and beverage knowledge and the
tasks those roles are generally required to fulfil.
Job roles – what’s required?
Waiting staff and bar attendants are the primary hospitality roles involved with
food and beverage service.
Service staff may include:
• Head waiter – also known as Room Supervisor or Maître d’hôtel
• Food waiters
• Beverage/drink waiters
• Food and beverage waiters
• Runners.
It is to be expected that the job requirements for your job will
have been discussed at some length as part of the job
interview.
General requirements
Head waiter
This role has the following responsibilities:
• Organizing staff for the room/dining session
• Creating a table/floor plan for individual sessions
• Conducting the staff briefing before each session
• Liaising with all service staff, guests and management
• Welcoming guests on arrival – known as ‘greeting and seating’

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• Overseeing activities during service to co-ordinate service duties, assist as
required, deal with complaints, respond to issues as they arise
• Monitoring service standards
• Conducting de-briefings at the end of service sessions
• Making suggestions regarding changes to operational matters,
recommendations for special events and advising in relation to optimizing
sales and service.
Food waiters
This role performs the following duties:
• Setting up of the room
• Greeting guests
• Taking orders
• Serving and clearing food
• Preparing and presenting accounts
• Receiving payment
• Farewelling guests
• Stripping the room at the end of service.
The level of cash handling varies between properties and some food waiters may
also be required to reconcile takings at the end of the session.
Food waiters may be required to handle simple plated service, silver service,
semi-silver service, or gueridon work.
‘Plated service’ refers to the service style where food is put on plates (‘plated’) in
the kitchen and then carried to the table.
See the videos below for examples of the following:
• ‘Silver service’ -
http://www.youtube.com/watch?v=8jVoMYMoVfs&feature
=related
• ‘Gueridon service’ -
http://www.youtube.com/watch?v=2VrIrQyslik.
Beverage or drink waiters
Beverage or drink waiters may have responsibilities for setting
up the glassware for tables and assisting food waiters and or
bar attendants in room preparation.
During service they have responsibility for:
• Taking drink orders

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• Delivering drinks to the table
• Serving drinks including wine
• Making recommendations for beverages to accompany meals
• Clearing glassware and empty bottles
• Preparing and presenting the beverage account
• Processing the drinks account
• Farewelling guests.
At the conclusion of service they may be required to work with food waiters to
strip the room, or with bar attendants to clean the bar and/or prepare it for the
next session.
Food and beverage waiters
The roles of the food waiter and the drink waiter may be combined into one in
situations where:
• The property is small – and cannot afford to hire a
separate food and drink waiter
• Management prefers the food and beverage service
roles to be combined in to the one position – for
example, management may feel that service flow
for a table will be better if the one person provides
the food service and the beverage service as
opposed to having a separate person for each role.
The duties involved are a combination of the duties
listed above for the ‘Food Waiter’ and the
‘Beverage/Drink Waiter’.
Runners
‘Runners’ provide a support role for the food waiter. Also known as
busboys/girls.
Their duties include:
• ‘Running’ dishes/meals from the kitchen to the waiter’s station – for the
waiter to serve
• Taking used/unwanted items from the room to the kitchen for either cleaning
or storing.
They also provide other support functions such as:
• Preparing butters and napkins prior to service
• Fetching extra things for a table/waiter as required during service
• Conveying messages between waiting staff and/or kitchen staff

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• Dealing with spills.
Bar attendants
This role:
• Prepares the bar for service by putting away
stock, preparing/polishing glasses, cutting fruit,
and preparing drink garnishes, fruit juices and
cocktail requirements (gomme syrup, sour mix)
• Serves the beverages and mixes the drinks as
ordered by the drinks waiter
• Serves customer direct – where bar service is part
of the dining experience
• Accepts payment for drinks/wines served
• May be responsible for running the beverage accounts, finalizing individual
beverage accounts for payment and reconciling the beverage takings
• Orders stock to replenish supplies at the end of trading
• Cleans/tidies bar at end-of-trade.
Specialist bar attendants are ‘Cocktail bar attendants’ who specialize in the
making of cocktails and generally also create new drinks and display a high level
of ‘showmanship’ in the discharge of their drink mixing tasks.
Specific establishment requirements

Information indicating the requirements of the individual roles can be obtained
from:
Formal documents
These include Position Descriptions, Job Descriptions, Job Specifications and
Job Analysis sheets.
Where they exist they should:
• Set out the main activities each position is responsible for – which should
provide a fairly comprehensive list of the activities for each role
• Name specific pieces of equipment that the person needs to be able to use –
this may be a point of sale unit/register, or a hand-held ordering unit/system
• Describe the nature of any relationship that exists between the position and
other positions
• Who the position reports to
• Other staff the position may be responsible for
• Date the document was created – and should be reviewed/up-dated.

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Note: many Job Descriptions usually contain a statement at the bottom of the
list of stated tasks along the lines of “Any other work as required by
management”.
This is a catch-all statement that allows management to ask any staff member to
undertake virtually any work that needs doing even though it may not be
specifically spelled out in the main body of the document.
Verbal advice from others
Commonly a staff member will simply be told by experienced or senior staff

about the work they are expected to do.
This may occur as part of a formal Induction program or be part of learning on-
the-job.
The advice should:
• Identify what needs to be done
• Indicate when it needs to be done – and by when it needs to be completed
• Describe any standards that apply to the work
• Include any special house techniques that are approved or used for the work
• Detail any legal compliance issues that need to be observed.
In many cases additional advice is given where actual practice by individual staff
demonstrates they cannot/do not meet enterprise requirements.
Formal on-the-job training
Where an establishment provides formal on-the-job training, one of the first
training sessions usually covers the requirements for the job you have been
employed to do.
Checklists
Some properties provide checklists for staff to follow to assist them in making
sure that all tasks have been completed as required for their role.
These may be posters/lists on walls in back-of-house areas.
More information?
Visit:
• http://www.barkeeper.ie/page.asp?Page=656
• http://www.hotelcareer.com/job-descriptions/food-and-beverage.

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3. Develop and maintain product knowledge in line with job
role and responsibilities
Introduction
The previous section looked at the roles requiring food and beverage knowledge
and the tasks those roles are generally required to fulfil.
This section identifies how you can develop and maintain the required product
knowledge for various roles and responsibilities.
Context
The hospitality industry in general and food and
beverages in particular are a constantly changing
landscape.
New products, tastes, trends are constantly emerging
and some products lose popularity and fade away.
To stay up-to-date with what is happening you need
to use a mix of informal and formal research
techniques to keep pace with these changes especially
as they relate to your workplace.
Research
Research is the only way to develop and maintain product knowledge.
The key to effective research is you have to be proactive.
You must want to find out the information and you must take action to do so.
It is not usually the case information will seek you out – you have to take the
initiative and seek it out.
Informal research
Informal research is not structured or formal. It almost occurs ‘by the way’ as
you do other things.
Informal research occurs when you use workplace observation, or ask another
team member or supervisor/manager about the product and services offered by
the establishment and by your competitors.
It also occurs when you obtain information from catalogues or promotional and
information material provided by suppliers, and product manufacturers.
Other informal research options are reading F&B articles in the local newspaper,
watching F&B shows on the television, and reading books with information on
food and beverages.
You could become proactive and ask for verbal customer feedback on a
particular product or service by (for example) engaging people in conversation as
part of their eating/drinking experience.

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You may also talk to the delivery driver who delivers your F&B products, or the
sales representatives who call in at the workplace and notify the venue of new
products and price rises, and who also take orders for F&B products.
Formal research
Formal research is more structured and planned than informal research.
Examples of formal research include instances when you seek out further
product information by:
• Enrolling in a recognized course at a school or training college
• Attending product launches and promotions conducted by growers,
manufacturers and/or suppliers
• Attending seminars or industry nights where certain aspects/products are
the focus of the session – and where you can grow your
network of industry contacts.
Included in this research is attending or participating in in-
house training.
Customer feedback or workplace observation

Staff can learn a great deal about products and services by
observing the workplace and obtaining customer feedback.
This information can also be used to evaluate products,
services and promotional incentives offered by the
establishment.
Observation in the workplace may include:
• Being aware of new products and services offered on menus and drink lists
• Being aware of product returns – that is being aware of which products are
frequently returned, and finding out why
• Familiarizing yourself with promotional displays and printed materials – so
you understand the information the venue is providing to customers
• Speaking with other team members about the services and products they are
familiar with – so you can benefit from their knowledge and experience
• Observing customers' reactions to a particular product or service – do they
appear to like the new drink or not? Do diners seem happy with the new food
items on the new menu? How pleased/displeased are they with the
new/higher prices?
Need for a particular focus
For any research, questioning or observation to be successful it must be done
with one (or more) specific purposes in mind – you must have a definite idea of
what you want to find out about.
It is also good to know ‘why’ you want to know this information.
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To obtain customer feedback the following have proved effective strategies to use:
• Ask a customer for their comments after they have bought, eaten or
consumed a product/drink
• Seek written feedback by distributing ‘Customer Comment/Feedback’ cards
and encouraging customers to compete and return them – these cards can be
written to request feedback on any topic of interest/concern to you
• Advise patrons (where applicable) of your online ‘Tell Us What You Think’
feedback facility – and encourage them to provide feedback using this option
• Talk to customers – as part of their dining/drinking experience and ask them
questions designed to elicit information about topics you want to find out
about
• Observe customer reactions to certain thing – are they happy or unhappy
about a certain aspect of service? Do they appear to like or dislike a new
dish?
What should I develop and maintain knowledge about?
Again, the best advice is to begin/focus on products and matters which relate to
your workplace while (at the same time, but as a
secondary focus) building general industry-wide
knowledge.
It is therefore necessary to concentrate on:
• Current market trends – identifying new
products, determining what is gaining in
popularity and learning what is losing
popularity/flagging in sales
• Local area products – this means knowing what is produced/grown locally
and keeping in touch with developments in F&B produced by local growers
and/or businesses: many tourists to venues are eager to sample the ‘local
product’ and you need to know what is local and what is not
• Seasonal produce – learning, for example which products are in season, and
when fruit and vegetables come in, and go out of, season
• Enterprise menus and specials – talking to chefs and participating in tastings
at work is essential so you can accurately pass on information to customers
based on real-life, personal experience of the food/drinks
• Enterprise trends – you should to keep up-to-date with changes in customer
needs, customer profiles (age; where they come from) and customer
preferences as well as management plans for the property
• Current food and beverage festivals – so you know what you can attend, and
so you can pass this information on to interested customers/tourists
• Promotional activities – to identify the Special Events that the venue is
organizing: so you can promote it to patrons.

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Sharing knowledge
It is important you share all new product knowledge with other staff as you
become aware of it.
Knowledge is no use until it is used and one way to use it is to share it.
Sharing your knowledge can be done in an informal fashion or a formal manner.
Informal sharing
Examples of sharing information informally include:
• Talking to colleagues casually while at work or during work breaks
• Telling people in a random manner about the information you found out
• Replying to question by including the new information as part of the
response.
Formal sharing
The following are ways you might formally share new F&B
information you have discovered:
• Passing on information at a staff meeting
• Sharing what you know with other employees at daily
briefing and de-briefing sessions
• Developing a written handout containing the information –
and distributing it to other workers.
4. Identify features of specific food and beverages which have

potential customer appeal
Introduction
Being able to identify features of specific foods and beverages which have
potential appeal to customers is an extension of the concept of ‘product
knowledge‘ as described in section 1.1.
This section identifies – and in some cases reinforces
previously presented information – specific F&B features
which should be learned.
Why is there a need to learn this?

You must be able to describe the special features of F&B
items in order to:
• Meet customer expectations – patrons expect you to
know about this: they will rely on you to advise them,
provide information and make
recommendations/suggestions

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• Optimize sales – the more you know about what you have to sell, the more
likely you will be to make increased sales. Knowledge is not only power but it
also usually translated into revenue and profit
• Enhance the customer experience – the more you can talk intelligently and
professionally with customers, the more they will enjoy the experience and
the higher the levels of satisfaction
• Increase the likelihood of extra business – the more you know and the better
you can advise customers, the greater the likelihood of those customers
returning for another meal/drink and the greater the chance they will tell
their friends and family to come
• Meet management expectations – management
expects all customer-contact staff to be sales people
and product knowledge is the key to being able to do
this effectively
• Demonstrate a focus on the customer and their
dining experience – as opposed to focusing on (just)
what the venue wants to sell/achieve.
Features to focus on
Features should relate to:
• The relationship between specific foods and beverages
• Knowledge of specific foods
• Knowledge of specific beverages
• Products sourced from the local area
• Enterprise menus, specials and trends.
The relationship between specific foods and beverages
You should develop knowledge about the foods on your menu and the beverages
which work well together with them.
You should be able to recommend at least one generic ‘food and beverage’
match/combination for every item on you menu.
Matches are commonly food and wine, or food and beer combinations.
Some venues:
• List possible matches on their menus
• Have a poster behind the bar listing possible matches.
See section 2.1 for more information on this important topic.
Knowledge of specific foods
As a general statement you should learn about all the food items on your menus.

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These menus may differ:
• Between meals – the lunch menu may be
different to the dinner menu
• On days of the week – the food offered on
weekends may differ to the menu items
offered on week days
• Dependent on menu types – there is always a
difference between menu items listed on table
d’hôte, à la carte and function menus.
You should seek to find out about:
• Characteristics of dishes – which can include capturing details about aspects
such as:
▪ Taste
▪ Aroma
▪ Consistency (tactile/in-mouth) of the product
▪ Special growing/feeding of livestock
▪ Cut of meat/part of the animal used
▪ Cooking style
▪ Time to prepare – or is the item already cooked and ready to serve?
▪ Service options – is the dish available just as main course, or can it also
be served as an entrée? Is it available only for eat-in dining or can it be
served as a take-away dish?
▪ Price
▪ Serve size – how big is the menu item?
• Origin of:
▪ The ingredients in the dish – which are local, which are national and
which are imported?
▪ The name of the dish – if the dish has a special name, what was the origin
of that name? For example, how did ‘Monkey Gland Steak’ get its name?
• Opinions (from experts and customers) – in relation to their opinion of taste
and value-for-money
• Cultural and dietary aspects – identifying those for
whom the dish would be acceptable/suitable and
those for whom it would not be.
Knowledge of specific beverages
You must develop knowledge about beverages
available for consumption on the premises, and those
available for take-away consumption.
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For all the beverages available in your workplace develop knowledge about:
• The alcohol strength for all alcoholic beverages
• The country of origin of products
• Prices – for individual drinks and full bottles/units
• Different (standard) serve sizes of drinks and packaged products
• Taste
• Color
• Special characteristics – for example, the gold flakes in Goldwasser or the
worm in certain tequilas
• Vintages available – for the wines
• Prizes/awards won by wines, spirits and beers
• Uses for wines, spirits and liqueurs (as applicable) – such as:
▪ Beverages which can be served ‘neat’
▪ Mixed drinks – knowledge of the mixers which can be used with spirits
▪ Cocktails
▪ Cooking or other food-related uses.
Products sourced from the local area
‘Local’ has two meanings in this context:
• The immediate region – any place which is close by
• The country in which you live – anywhere in the country can be referred to as
‘local’.
To help the local economy and promote local products you must identify:
• Local wines, beers and other alcoholic and non-alcoholic beverages
• Locally ‘processed’ items
• Raw materials/ingredients/food/products grown or raised locally – including
famous/well-known and items as well as specifically national products not
commonly found elsewhere.
Information you should strive to learn includes:
• Names of the products and their characteristics (flavor, appearance)
• Names of growers/providers and their location – and how to get there
• Quantities/packages available for sale to the public
• Whether there are customs restrictions on tourists taking these products out
of the country

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• Cost
• How they are/may be eaten or consumed
• Popularity of items with nationals/locals
• Basics of how items are grown or produced.
Enterprise menus, specials and trends
Menus
Your knowledge of items must include information
about:
• Serve size
• Taste – ‘hot’, ‘spicy’, ‘creamy’, ‘bitter’
• Which items are ‘fresh’ and which are pre-prepared/frozen and reconstituted
• Dishes which are cooked and ready-to-serve – and the cooking time or waiting
time for other items
• Items which may be served as main course and entrée
• Ingredients
• ‘Cooking or preparation style
• Cultural and dietary acceptability.

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Specials
Specials are items (or menus) only available for a limited time, to celebrate a
certain event (a public holiday or religious event; a wedding or party) and/or as
part of a package deal a visitor may have purchased.
Your knowledge of specials must embrace:
• Items available as part of the special deal –
food and beverages
• When the special begins – and when it finished
• Cost
• Who is eligible for the special – the special may
be available to everyone or only to nominated
categories of people (such as tour group
members; those attending a wedding)
• What makes the special, special – is it the special low price? Is it the great
value-for-money? Is it the dishes or drinks which are featured?
Trends
It is useful to understand the local or venue-specific trends which apply to food
and beverages as this knowledge can be used to:
• Make recommendation about food and drinks
• Engage customers in conversation
• Demonstrate your professionalism in the
industry and your job
• Further determine emerging trends – trends by
their very nature are constantly changing.

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Task Sheet 3.1-1
It is a requirement of this Unit you complete Work Projects as advised by your

Trainer. You must submit documentation, suitable evidence or other relevant
proof of completion of the project to your Trainer by the agreed date.
1.1 Identify a venue which provides internal dining (food and beverages) and
prepare and present a detailed list which:
• Identifies and gives a description of the menu items available on a

standard lunch or dinner menu including price, cooking style, and
ingredients
• Identifies and gives a description of the beverage available on a standard

drinks list.
1.2. Identify a food or beverage position in a venue and:
• List the food and/or beverage tasks for the position
• Explain the strategies you would use to gain initial product and F&B
knowledge, and the practices you could use to maintain relevant
information as the role (or other workplace requirements) change.
1.3. Identify one local food and one local beverage and for each item
identify/describe:
• The product – name, taste, appearance, other characteristics
• Name of supplier or provider or grower or processor
• Cost
How and why the items are special?

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Performance Checklist
Task Sheet 3.1-1

When obtaining product information on food and beverages:
• Be proactive in finding relevant information
• Do internal and external research to obtain facts, figures and product knowledge
• Undertake formal and informal research activities
• Learn about the different courses, dishes and ingredients used
• Learn about cooking times, styles, specialist items, national dishes and signature
dishes
• Be able to name all the food and drinks served – and their ingredients
• Learn about beers, wines, spirits, liqueurs and non-alcoholic drinks
• Learn about service options for F&B items
• Taste test items
• Determine the specific F&B knowledge you need for your job role and learn that first
• Read all internal documentation – menus, drink and wine lists, job descriptions,
training materials
• Share new knowledge with other staff
• Spend time learning about special features which have the potential to interest and
be attractive tourists/visitors.

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Learning Outcome No. 2 Undertake Suggestive selling
CONTENTS:
• Taking reservations
• Table set-up
• Napkin folding
• Skirting buffet/display tables
• Banquet set-ups
ASSESSMENT CRITERIA:
1. Information about the food items are provided in clear explanations

and descriptions.
2. Items on specials or promos are offered to assist guests with food and
beverage selections.
3. Name of specific menu items are suggested to guests rather than just
mentioning the general categories in the menu to help them make the
choice and know what they want.
4. Standard food and beverage pairings are recommended.
5. Several choices are given to provide more options to guests
6. Descriptive words are used while explaining the dishes to make it more
tempting and appetizing.
7. Suggestive selling is carried out discreetly so as not to be too pushy or too
aggressive.
CONDITION:
The trainee / student must be provided with the following:
Specials or promos Menu categories Food and beverage pairings

• House specials • Meat • Burgers and fries
• Soup of the day • Vegetable • Steaks and salad
• Combo meals • Dessert • Steak and mashed
• Best sellers • Beverages potato
• Chef’s pick • Entrée • Dessert and coffee
• Seasonal items • Seafood • Seafood with white wine
METHODOLOGY: ASSESSMENT METHOD:
Lecture Oral examination

Discussion Written examination
Film viewing Performance test
Demonstration
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Learning Experiences / Activities
Learning Outcome # 2
Undertake Suggestive Selling



The output of this LO is a complete

Institutional Competency Evaluation Package
for one Competency of Food and Beverage
Services NCII. Your output shall serve as one
of your portfolio for your Institutional
Competency Evaluation for Promote food and
beverage products.
Feel free to show your outputs to your trainer

as you accomplish them for guidance and
evaluation.


After doing all the activities for this LO2:

undertake suggestive selling; you are ready
to proceed to the next LO3; Carry out
upselling strategies.

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1. Offer advice on suitable combinations of foods and beverage

where appropriate
Introduction
Many customers will require help or advice when choosing beverages to
accompany their selected dishes.
It is part of the standard service by any outlet for staff to help customers choose
a beverage to suit both their preferences and match appropriately with what they
are eating.
This section offers advice in this regard.
When could you offer this advice?

Advice about drinks to accompany food can be offered
in response to enquiries, or offered as part of service
provision without being asked.
Typical occasions providing an opportunity or need to
advise customers in this regard include:
• Serving a customer at the bar who is thinking about
having a meal
• Serving the customer at a table who has ordered, or
is about to order, their food
• Greeting and seating the customer – by advising
them of any Specials which may be available
• In public areas – where customers approach you and ask a question about
the dining facilities available
• Taking a reservation or enquiry over the telephone – where customers make
enquiries about what is on the menu and drink lists
• Responding to requests for room service to
guest rooms
• When helping customers in a bottle shop/take-
away liquor situation – by helping customers to
choose a beverage to accompany a meal being
prepared at home.

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Ask some questions first
There is a need to ask questions before advising customers about food and
beverage selections (see next section) and there is a need to ask questions before
making recommendation or suggestions for drinks to accompany food.
Basic questions which may need to be asked include:
• Do they want an alcoholic or non-alcoholic drink to accompany their food?
• Do they want a beverage they can share with others, or is the request for
assistance just for them as an individual?
• If they want wine, do they prefer red or white wine? Do they prefer a still wine
or a sparkling wine?
• What have they selected in the way of food? It is important to identify this in
order for you to suggest an appropriate food and drink combination
• Do they want to try something local? Many tourists/visitors are eager to try a
local/national product specific to your country or region
• Are they looking for a new experience or do they want something they know
they like?
All suggestions you make must reflect the identified needs, wants and
preferences of the guest/s.
One thing you must NEVER do

It is never acceptable to respond to the question “What do you recommend to go
with the fish?” with “I don’t know, I don’t drink”, or simply “I don’t know”.
Even though you may not drink (alcohol), and despite the fact you might not
have personally tasted all the beverages on the drink list it is your job to provide
an intelligent response or suggestion to the patron.
A word of warning
You must understand your advice regarding suitable food
and wine combinations will never always be acceptable
to all people you provide assistance to.
People are individuals and they may not like the
suggestions you make.
This is to be expected so never get upset with yourself or
annoyed at the customers if they ignore your advice or
express disbelief about what you have recommended.
Accept their decision with good grace and, where
applicable, make another suggestion.

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Possible food and wine combinations
The most common request for advice regarding
matching a beverage with food relates to wine.
Some basic suggestions for Western style foods
are presented below but remember:
• These are only generic suggestions
• There is a great variation in wines of the
same type from different countries and from
different vintages
• There can be a significant variation between the tastes of the same menu item
between different kitchens/venues.
Food Wine
Seafood Semillon, Sauvignon Blanc, Riesling
Game Cabernet Sauvignon, Shiraz, Chardonnay, Semillon
Red meat Cabernet Merlot, Cabernet Sauvignon, Shiraz, Malbec
Poultry Chardonnay, Chenin Blanc, Verdelho
Salads Chenin Blanc, Verdelho, Chardonnay, Riesling
Antipasto Chardonnay, Rosé
Pasta Chardonnay, Riesling, Shiraz
Cheese platters Cabernet Merlot

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Food Wine
Desserts Dessert wines
Website information
Generic and Western food and wine combinations
For more information on generic and Western matchings of food and wine visit:
• http://www.wineaustralia.com/australia/Default.aspx?tabid=827
• http://www.winespectator.com/Wine/Wine_Basics/Wine_Basics_Template/0
,1199,17,00.html.
Advice from individual wineries
It is also interesting to look at the advice presented by individual wine makers in
relation to the matching of their wines with food.
You should look at the individual websites of wineries who are listed on your
workplace wine/beverage list.
As an example of what is available online take a look at:
• http://www.brownbrothers.com.au/yourplace/wineFood.
Beer and food
As beer becomes more popular and a wider variety of beer styles become
available many breweries provide online advice regarding the way their various
beers can be matched with food.
Visit individual brewery websites to determine if they have specific ‘food and beer
combinations’ advice, or for information relating to the generic pairing of beer
and foods, take a look at:
• http://www.alabev.com/foodpair.htm
• http://www.brewdog.com/blog-article/brewdogs-guide-to-matching-food-
with-beer
• http://www.brew-monkey.com/articles/pairingbeer.php.
The unique nature of Asian foods

While there is much in the way of Western food available on menus in Asia, there
are also many unique Asian dishes.
These dishes are often considerably different to traditional Western dishes
featuring an emphasis on strong flavors, and significant emphasis on sweetness,
saltiness, sourness and spices, as relevant to the selection of curries, barbecued
food and stir fried dishes (to mention but a few).

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General rules (which must be subject to the nature of individual dishes and
individual wines) include:
• There is less of a pleasing match of food with strong-flavored reds
• White wines tend to be more acceptable than red wines
• There should be a preference for wines which complement the food, as
opposed to ‘contrasting’ the food (see below, this section).
Websites
Visit the following for more detail on potential wine and food combinations for
Asian food:
• http://whiteonricecouple.com/recipes/appetizers-spreadable-dips/pair-wine-
asian-food/
• http://www.gayot.com/wine/pairing/asian-food.html
• http://www.asianpalate.com/asian-food-wine/pairing-concepts.
‘Complement’ or ‘Contrast’
You must become sufficiently familiar
with the wines on the drink list in
your workplace to make intelligent
recommendations to compliment the
food available in the menu/s.
The best way to gain this
knowledge/appreciation is to taste the
wine to gain first-hand experience.
One way of choosing wines to match
food and provide a suitable food and
beverage combination is the
‘Complement or Contrast’ approach as follows.
‘Complementing’ food and wine
When complementing food with wine, try to select wines which will harmonize
well with the dishes and their ingredients – general guidelines are:
• Whites with fish, chicken, veal and pork
• Reds with dark meat
• Reds with cheese
• Delicate wines with delicate food
• Full-bodied wines with full-bodied food
• Sweet wines with sweet food
• Champagne or sparkling wine can generally go with anything and with any
course as there are many, many styles of this type of wine.
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‘Contrasting’ food and wine
‘Contrasting’ relates to selecting a wine which stands distinctly on its own when
compared to the food being eaten and is viewed as a separate taste experience.
This approach seeks to distinctly differentiate the wine from the food, as opposed
to creating a reciprocal/harmonious match with the food being eaten.
It is, however, best to apply the concept a style of wine goes well with a style of
food and then fine-tune your selection from that point, taste-testing dishes and
wines, and taking professional advice from wine experts.
2. Provide assistance to customers on selection of food and beverage items
Introduction
There is always the possible need to provide assistance to customers in their
selection of food and beverage items.
This section identifies strategies to provide high levels of relevant service when
providing this assistance.
Provision of general assistance

You should provide assistance to customers at
every opportunity.
This assistance may need to be provided to regular
customers as well as tourists/visitors who have
never been to the venue before.
The keys to providing general assistance are:
• All information should be provided clearly and accurately/honestly
• Make sure you speak clearly, confidently and audibly.
Often, customers will ask you for this help, but frequently – by observing
customers, or listening to what they are saying – you can offer this advice before
they ask for it, thus providing outstanding customer service.
Remember, not all those who need help will ask for it: it is part of your
professionalism to be proactive in offering it.
If you are ever in doubt about whether to offer assistance: ask the customer if
they would like some help. Never hold back on offering assistance simply
because you are unsure about whether it is wanted or not.
You must bear in mind some people are too 'frightened' to ask, they may be in a
strange town, they may in a different culture, or they may be amongst people
who are speaking a different language.
In addition, customers may have had a bad day and feel if they ask for
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Or, they may have had a previous bad experience with service and feel asking
anyone will simply be a waste of time: in these cases, your offer of help can turn
a negative service situation into a positive one.
When might customers need help in deciding what to drink?

Advice may need to be given when:
• Customers are unsure about what they would like – sometimes regular
customers come in and are bored with their normal drink, and want
something a bit different
• The drink or brand they have ordered is unavailable – after apologizing you
must be able to recommend a suitable alternative
• It is a special occasion – customers often want ‘something different’ to
celebrate a special occasion. This may be a promotion at work, a new addition
to the family, or they are having a birthday: suggest something really different
to their traditional drink – Champagne or sparkling wine is a common choice
for many
• You have a new product in stock – let the customers know: tell them what it
is like, what it goes with, how much it costs, how strong it is, and so on
• The customer is feeling ‘off color’ or a bit low – you may want to suggest some
refreshing style of drink, or a non-alcoholic alternative to their usual
• They are dining – see next section
• They do not want to drink alcohol, or they need to limit their alcohol intake –
you have a moral and legal duty to assist patrons who do not want to
consume alcohol, or want only a little.
Ask some questions first
When advising customers it is a good starting point to ask a few questions first:
• Do they want a hot or cold drink?
• Do they want something alcoholic or non-
alcoholic?
• Would they prefer a beer, a wine or a mixed
drink?
• Have they tried your cocktails?
• Do they prefer a red or a white wine?
• Do they want a bottle or is just a glass their preference?
Information to provide
When you have determined customer preferences/wants/needs what they need
it is useful if you can give them information about things such as:

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• Taste, color and aroma of the product – let them have a look at the
bottle/product, perhaps a free small taste (if house rules allow this)?
• Whether it is imported or domestic – including identification of the country of
origin: in some cases it is a ‘selling point’ if it is domestic, and in others it is a
‘selling point’ if it is imported
• How it may be consumed – give the customers some options about how they
can experience the beverage: can it be served over crushed ice? Can it be
mixed with a fruit juice or aerated water? Can it be made into a cocktail?
• The alcoholic strength – never guess at this (for responsible service of alcohol
reasons): read it from the label
• Size of the drink, glass, can, bottle or carafe which can be served – try to
match the size offered to the number of people in the party/at the table
• Any special points about it – mention industry awards it may have won,
mention things like the worm in certain tequilas, any special advertising
campaigns running for it, any competitions people can enter if they buy some
of the product.
Giving assistance on food
When describing items, make sure you make them sound appealing by using
descriptive words like “succulent", “delicious”, “fresh this morning”, “made fresh
this afternoon”, but make sure you are not misleading in what you say.
If you know the steak is tough, then do not describe it as “juicy and succulent,
melt in the mouth”.
Items which may need to be covered include:
• Soup of the day – make sure you know the correct name and the ingredients.
Is it thick? Thin?
• Fish of the day – what is the name of the fish? What cut is it (whole; fillet;
steak; cutlet)? How is cooked and presented?
• Roast of day – what sort of meat? What type of joint?
• Daily specials and signature dishes
• The vegetables for the session – How are they cooked?
• Sauces – what sort of sauces are available and what are they
used on (Meat? Fish? Vegetables?).
Many venues have a staff briefing before each service session
where the kitchen advises waiting staff about the food, specials,
and vegetables being served for the session.
Answering questions
If the customer asks questions about the food, these must be
answered courteously and honestly giving attention to providing
all the information required by customers.
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Find out if the venue allows you to give ‘taste tests’ of dished to customers who
are considering what to order.
See also section 2.3 below.
You must develop knowledge about:
• The tastes of dishes – many people will ask “What does it taste like”? and you
need to be able (at least) to provide a generic description (for example such as
it is ‘hot’, ‘spicy’, ‘creamy’, ‘crisp’, ‘moist’, ‘sweet’ or some other basic yet
accurate description as appropriate to the individual dish
• Ingredients in dishes
• Cooking/preparation times
• Whether things like MSG, sugar, and flour are present in dishes – in case
customers have allergies
• Serve sizes – are they big or small? Is there a particular weight attached? For
example, the steak may be 800 gm
• Whether items are fresh, frozen, canned – people often ask the question “Is it
fresh or frozen?”
• Why a certain dish has the name it does
• What different cooking styles mean
• Menu and cooking terminology.
Go beyond just providing food and beverage assistance

Certainly you have to provide specific food and beverage assistance to customers
but never believe this advice, recommendations or suggestions are the end of the
assistance you are expected to provide.
I should go without saying if anyone anywhere is in need of help – you provide it.
Never, never, never refuse to help someone by saying, "Sorry, that's not my area"
or “It’s not my job”.
Always stay alert to offer help in situations such as:
• Carrying drinks for them to a table – where waiters are busy or there is a
large number of drinks to be taken to a table
• Rounding up their children who may have gone wandering a little too far from
the table – this helps provide ‘Wow’ service
• Getting a copy of today's newspaper for someone who wants to read an article
they have heard of
• Helping guests with luggage – in or out of the property
• Holding a door open – for guests/customers who are coming in or leaving
• Supplying nasal tissues to someone who seems to need them – without
having to be asked
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• Obtaining a street directory for the customer
to look at if they are unsure about the local
area
• Phoning a taxi if the customer indicates they
want when
• Offering/getting some extra ice for a
customer if they seem to have run out but
they still have some drink left
• Going to another part of the venue to get a
bottle of wine the guest wants, but which is
not on the wine list in this particular area.
3. Respond courteously and authoritatively to customer

questions in relation to menu and drink lists
Introduction
All questions customers ask must be answered appropriately.
This section provides tips on answering customer questions and must be read in
conjunction with section 2.1 and 2.2.
The basics
All responses to customer questions about food and
beverages must be answered:
• Courteously
• Correctly/accurately
• Honestly.
When responding you must:
• Speak clearly
• Speak confidently
• Talk loud enough so people can hear you – without shouting.
The context of customer questions

Customers ask questions for lots of reasons and this is to be expected.
Good business practice is to plan and prepare for anything you think/know is
going to happen, so it makes sense to plan for the way you respond to customer
questions.
Your patrons can often be in strange surroundings, not know what is available
or simply be seeking to communicate with you: it is important to bear in mind in
the hospitality industry; the personal interaction between staff and customers is
often the service element distinguishing one venue from another.

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Questions are part of the communication process and it is through this
communication you (and the customers) can build the relationship fundamental
to developing a positive rapport.
This highlights customers ask questions for various reasons – they are not being
rude, they are not stupid – they often simply want to be noticed and
acknowledged, or they genuinely want information about things they do not
know (enough) about.
Remember:
• It is part of your job to help customers by answering their questions –
answering customer questions is not an additional task added to your
Position Description you are being asked to undertake free-of-charge: you are
being paid to answer customer questions
• Customer questions are not an interruption to your work – they are an
integral part of it
• Never give customers the feeling their question is stupid or weird, or the
answer should be ‘obvious’
• These notes have suggested you ask questions on several occasions so as you
can provide the best service or advice, so why customers not do the same
thing so they can optimize the enjoyment they get from their dining
experience?
The basics in responding to questions
When responding to questions asked by
customers:
• Be polite
• Always address them promptly
• Never give the impression their questions is:
▪ A nuisance, an interruption or an imposition
▪ Stupid
▪ The one-hundredth time you have been asked the same question
• Smile when dealing with the question
• Give customers your full attention
• Give customers time – do not rush your response/explanation
• Ensure they understand your answer, directions or
recommendations – ask if everything you have said to
them is clear: ask if they have any other questions.
What if I don’t know the answer to a question a customer
asks?

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Never just say, "I don't know!"
It is a fact of life no-one knows everything, and as a staff member, it is quite
possible you will be asked a question you do not know the answer to.
That, in itself, is not a problem: the potential problem is how you deal with
that situation.
It is acceptable to say, "I don't know…", but you must follow it up with, "… but
I'll find out for you" and then take whatever action is necessary to find the
answer.
Regardless of how much work and research you do there will always be
occasions when you are asked a question you cannot answer: when this
happens, do not get flustered but treat it as a learning experience and:
• Apologize to the customer
• Tell them you do not know the answer to their question
• Tell them you will go and find out, ask the kitchen, ask bar staff or speak to
management
• Do so
• Go back to the customer and pass on what you have found out.
4. Respond courteously and authoritatively to customer questions in

relation to menus and drink lists
Introduction
It is vital you are able to provide accurate advice to customers to assist them
meet special dietary or cultural needs.
This section provides advice on how this may be achieved.
Some customers will have special food requests.
These may be based on dietary and cultural needs and may
also have important medical considerations making it critical
to fulfil these requests because failing to do so can be literally
life-threatening.
What special requests might apply?
Customers can ask for an unlimited number of special
requests and where possible you should do everything to
accommodate them within operational, safety, cost and
resource limitations.
Never agree to a special request made by a guest/customer unless you know it
can be met.

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This means you will often need to check with the kitchen before you respond to a
special food request or query.
Special requests can include:
• Timing issues – such as customers/tables asking for their food to be served
‘as quickly as possible’, or asking there is a gap of an hour between each
course
• Cultural issues – some guests may ask for food and beverages to meet their
cultural and/or religious needs.
• Always check with the kitchen or your supervisor before committing the
venue to meeting these needs.
Refer to notes below and visit the following sites for information:
▪ http://www.jewfaq.org/kashrut.htm
▪ http://www.inmamaskitchen.com/FOOD_IS_ART/mideast/saudi_cooking
.html.
• Dietary requirements – see below
• Personal preference requests – in relation to serve size, extra amounts of
certain foods, no sauce or no chips, a special way of cooking not listed on the
menu, or the inclusion or exclusion of nominated ingredients from a dish
• How steaks are to be cooked – see below
• Entrées required as main courses – or main course meals requested as
entrées.
What special dietary needs may patrons ask you to accommodate?

The range can be quite large and include:
• Vegetarian requests – this is a common dietary-related request and can
include:
▪ Lacto-ova vegetarians/Ova-lacto vegetarians – these are the majority of
‘vegetarians’: they eat dairy products and eggs but not meat of any kind
(meat, poultry or fish)
▪ Lacto-vegetarians – they do not eat meat, poultry or fish: they do not eat
eggs but they do eat dairy products
▪ Pescatarians – people who do not eat meat, poultry or animal flesh but do
eat fish
▪ Vegan – this definition is open to various definitions so it is best to check
exactly what the diner means when they say they are a ‘vegan’
▪ Generally a vegan can be seen as anyone who does not eat meat, poultry,
fish, eggs or dairy products and doesn’t eat foods derived from animals
(such as gelatine)
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▪ The person may also ask they are served only raw/unprocessed foods, or
foods which have not reached a temperature of above 46ºC (because they
believe foods above this temperature have had some/most of their dietary
goodness removed/be harmful to the human
body
• Requests for low-salt meals
• Requests for low-sugar/no sugar meals –for
diabetics
• Requests for lactose-reduced milk – for those who
are lactose intolerant
• Requests for gluten-free food – from patrons who
have celiac disease
• Requests for a macrobiotic diet – for those who are
especially health-focused they will request
unprocessed vegan foods, no oil and no sugar.
Important note
It is extremely important to make sure special requests relating to dietary issues
and/or identified medical conditions receive extra/special attention and care
as there can be severe consequences if these dietary needs are not met.
These needs can be seen to include any situation where the customer/guest has
mentioned they have special needs in relation to:
• Allergies
• Medications
• Health-related conditions –such as diabetes
• Specific diets which are mentioned.
The consequences (such as the possibility of anaphylactic shock, increased blood
sugar levels and other reactions diners may have to various foods or substances)
can result in the property being sued where the health of the guest suffers as a
result of being served a meal which does not comply with their stated
requirements.
Remember all properties have a common law ‘duty of care’ towards their patrons
and this obligation definitely extends to situations where customers have asked
for a certain meal/food and are served something which does not comply with
their stated requests and when this results in injury to those persons.
Keys in dealing with health-related special requests
The keys in relation to this situation are:
• Always check with management or the kitchen to determine whether or not a
specific stated dietary request can be accommodated or not

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• Make doubly sure those preparing the dish know the specific dietary
requirements which have been requested
• Never assume the kitchen can accommodate dietary needs of patrons – even
if you have accommodated similar requests in the past
• Double check with the kitchen when you pick up a dish for service to the
table – ask them if they have prepared the food as requested and obtain
positive confirmation before taking the dish to the table
• Ensure appropriate emergency procedures are in place to manage situations
where customers are adversely affected by foodstuffs while on the premises –
these procedures may be included in the Emergency Management Plan for
the premises and may include the procedures for providing first aid in the
property and for summoning professional assistance.
Cultural needs
Jewish guests
Jewish customers may wish to eat ‘kosher’
food – meaning food deemed by them to be
‘proper’ according to Biblical beliefs and
laws.
A full understanding of kosher food is
complex and the following notes are
designed to provide an overview rather than
a detailed study.
Kosher meat may only be sourced from
certain allowed animals such as ruminants with split hooves, domestic birds
(such as chicken and turkey) and fish with fins and removable scales.
All ruminants must be slaughtered by special slaughtermen according to Jewish
law, and during food preparation, special other considerations must be observed
such as ensuring that milk and meat are not mixed together.
Special requirements also apply to the equipment used (that is, making it
kosher), including special cleaning techniques and resting periods between
usage.
A limited number of establishments have addressed the
needs of those seeking kosher food and provide all
necessary prerequisites, supervision and requirements:
they advertise their ability and capacity to provide these
services and a web search will readily identify them.
Muslim guests
Muslims eat ‘halal’ food – that is, food which is allowed or
lawful.
Foods which are not halal are referred to as ‘haram’ and
these foods include pork (and its by-products), any animal
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not slaughtered according to special requirements, blood, carnivorous animals,
birds of prey and animals without external ears.
Muslims may also not drink alcohol.
Any foods not obviously halal, or haram, are deemed ‘mashbooh’ and should be
avoided because of their uncertain origin/nature.
Hindu guests
Hindus have a great respect for food and the way it interacts with other aspects
of day-to-day life.
While they are not total vegetarians, they do not each much meat as they regard
the killing of animals for food as
bad karma.
They generally shun spicy foods,
mushrooms, garlic and onions but
will eat other genuine vegetarian
dishes which are not bitter, sour
or salty.
Degrees of ‘doneness’ of steaks

It is important to note on the order
how the guest wants their steak
cooked.
Degrees of doneness are:
• Blue – steak is seared on both
sides then served
• Rare – steak is served when
browned on both sides, and
meat still contains blood
• Medium rare – steak has less blood than a rare steak, though blood is still
just present
• Medium to well-done – steak is cooked all the way through, no sign of blood
• Well-done: steak is cooked very well – a little burnt on the outside and
definitely no sign of blood.

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Task Sheet 3.2-1
It is a requirement of this Unit you complete Work Projects as advised by your

Trainer. You must submit documentation, suitable evidence or other relevant
proof of completion of the project to your Trainer by the agreed date.
2.1 Obtain a food menu and a beverage/drink/wine list from a venue and
prepare a list showing suitable beverage combinations for all main courses
listed on the menu.
2.2. Using the menu and beverage/drink/wine list used for Work Project 2.1
prepare recommendations which you could make to guests as follows:
• Two food items for someone who is very hungry
• Two dishes for someone who is not very hungry
• Two foods suitable for someone who is a diabetic
• Two examples of food items for someone who is Muslim
• Three food items for someone who is a vegetarian
• Two drinks for a person who says they want a fresh fruit beverage
• Two alcoholic beverages which are local/domestic.
2.3. Using the menu used for Work Project 2.1:
• Develop a list of at least 10 questions you could expect guests to ask

about the menu items listed on the menu
• Prepare sample answers/responses to the questions you have prepared.

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Performance Checklist
Task Sheet 3.2-1
When providing customers with relevant food and beverage product knowledge:
• Be prepared to offer help and advice at every opportunity – be proactive
• Ask some questions to identify guest needs, wants and preferences before making
recommendations
• Ensure suggestions reflect the identified preferences of the guest
• Learn the dishes in your workplace and learn the beverages which match them/make
a suitable accompaniment.
• When recommending wines consider the ‘complement’ or ‘contrast’ approach
• Use product knowledge as the basis for information/help provided
• Try to obtain first-hand knowledge about the food and beverages you serve – try to
taste test everything
• Determine the specials/food before each service session – from the kitchen
• Be alert to the potential to provide extra service when providing customers with F&B
product knowledge
• Respond to questions and queries in a courteous and honest manner
• Always tell the truth about the items you recommend – tell the ‘bad’ as well as the
‘good’
• Prepare for questions from customers – try to determine the questions they might ask
and plan a suitable response
• Never say “I don’t know” or “It’s not my job”
• Be very careful when responding to food queries relating to health, diet or medical
issues
• Always check with the kitchen before taking a special food order
Make sure the kitchen understands the requirements for any special food
requests you place with them.

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LO3: CARRY OUT UPSELLING STRATEGIES
CONTENTS:
1. Upselling strategies
2. Offer second serving items with food portion and sizes.
Assessment Criteria:
3.1 Slow moving but highly profitable items are suggested to increase guest
check.
3.2 Second servings of items ordered are offered.
3.3 Food portion or size is mentioned for possible adjustments with the
orders.
3.4 New items are recommended to regular guests to encourage them to try
other items in the menu.
Conditions
The participants will have access to:
1. WORKPLACE LOCATION
Lecture area, workstation area
-
2. EQUIPMENT, TOOLS & MATERIAL
Projector, projector screen
-
3. Tools, accessories and supplies
Book, ballpen, paper, menu book
4. Training resources
Whiteboard, whiteboard marker
-
Assessment Method:
1. Interview (oral/ questionnaire
2. Demonstration of Practical Skills
3. Written examination

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Learning Experiences
Learning Outcome No. 3
CARRY OUT UPSELLING STRATEGIES

Read Information Sheet 3.1-1 on If you have some problem on the
Upselling strategies content of the information sheet don’t
hesitate to approach your facilitator.
If you feel that you are now
knowledgeable on the content of the
information sheet, you can now
answer Self-Check provided in this
module.
Answer Self Check 3.1-1 on Upselling Compare your answer to the Answer
strategies Key 3.1-1 on Upselling strategies
. If you got 100% correct answer in
the Self -Check you can now move on
to the Task Sheet 3.1-1 on Upselling
strategies
.
Perform Task Sheet 3.1-1 On Upselling Trainer evaluates the performance
strategies using
Read Information Sheet 3.1-2 on Offer If you have some problem on the
second serving items with food content of the information sheet don’t
portion and sizes. hesitate to approach your facilitator.
If you feel that you are now
knowledgeable on the content of the
information sheet, you can now
answer Self-Check provided in this
module.
Answer Self Check 3.1-2 on Offer Compare your answer to the Answer
second serving items with food Key 3.1-2 on Offer second serving
portion and sizes. items with food portion and sizes.

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. If you got 100% correct answer in
the Self -Check you can now move on
to the Task Sheet 3.1-2 on Offer
second serving items with food
portion and sizes.
Perform Task Sheet 3.1-2 On Offer Trainer evaluates the performance

second serving items with food using performance criteria checklist
portion and sizes. 3.1-2 and makes recommendations

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Upselling strategies
Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:
1. identify slow moving items in the menu,
2. demonstrate upselling strategies to the guest and,
3. practice how to promote items to the guest.
INTRODUCTION:
Upselling is a sales technique where a seller invites the customer to
purchase more expensive items, upgrades, or other add-ons to generate
more revenue.
Having the visibility to identify slow-moving inventory is equally

important because it helps avoid spoilage, waste and unnecessary costs.
Limiting quantitate of seldom-used ingredients also frees up space to store
larger quantities of ingredients you regularly use to prepare your most
revenue-generating items.
How to identify slow-moving item?

1. Average days to sell the inventory
The time that a retailer takes to buy inventory and turn it into a sale is
known as the average days to sell the inventory. This metric is important for
every retailer to understand which products are fast-moving, and which are
slow-moving.
` A product that has a lower number of average days to sell the inventory is
a fast-moving item, whereas, a product that has a high number of average
days is a slow-moving item.
2. Holding costs
The costs incurred for storing and maintaining an inventory are known as
holding costs. These include real estate costs such as rents and bills,
storage costs, insurance premiums, maintenance charges, staffing and
equipment costs, and the like. For instance, a forklift truck used to move the
stock in a warehouse is a holding cost.
These costs seem to be negligible at first, and thus, are overlooked
often. However, these costs could have a negative impact on a retail
business in the long run.
3. Inventory Turnover

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The number of times an inventory is sold and replaced in a fixed time period
is known as the inventory turnover. Evaluating inventory turnover helps
retailers in understanding the rate at which a product gets sold out.
A high inventory turnover rate indicates that the product is sold out
as quickly as it is acquired. On the contrary, a low turnover rate indicates
that the particular product is much slower to move off the shelves.
Suggesting/Upselling items strategies to the guest

Upselling in restaurants is an important and effective way to increase
profits within your restaurant business. However, you don’t want to
potentially lose a customer by annoying them with continuous attempts to
upsell and that’s where the importance of trained waitstaff comes into play.
1. Suggest highest profitable items
When taking the customer’s order, servers can

suggest items with the highest profit
margins instead of items that make less of a
profit. For example, if a customer is deciding on
which wine to purchase, the server can suggest
the wine with a high profit margin and give a
short description of why it’s a good wine to
purchase.
You would never say that you are
suggesting this wine because of the profit
margins, as this would be a turn-off for customers. Always have a good
description of the flavour or enjoyment that the customer would get from
purchasing your suggested menu item.
2. Offer Extras
When a customer orders a specific menu item, the server
can offer a variety of extras that could accompany the meal
that the customer has asked for. Offering extras to customers
is a good way to increase the cost of the meal that the
customer wishes to purchase.
For example, with pasta dishes the server can suggest to
addition of shrimp in the pasta or garlic bread on the side,
with meals that come with fries the server can suggest adding gravy or
making it into a poutine and with salad orders the server can suggest the
addition of chicken to the salad.
When extras are suggested, the customer is more likely to order them
thereby increasing the amount that the customer is paying for their meal.
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This is a simple way that servers can help to upsell without sounding too
annoying to the customer.
3. Offer Specific Items

When the server uses generalities, like simply asking if the customer wants
drinks or dessert, it is easier for the customer to refuse,
therefore losing the restaurant the increased profits that come
from upselling.
It is more effective if the server suggests specific items when
recommends courses that the customer has not already
ordered. For example, when asking if the customer would like a drink order,
the server should suggest a specific drink that they think the customer
would like.
s
5. Know What Items to Upsell at What Times
When your servers are taking the regular customers’ orders, they need
to be aware of the right items to suggest and the right times to do so.
Suggesting a new type of dessert when a customer first sits down will not be
effective because customers are not likely to want to eat dessert before their
meal.
Training your servers on what items upsell best
at what times means that you are more likely to be
able to capture the potential for extra profits that
upselling presents. When a customer first sits down,
this is the time to offer them a drink from the bar or
an appetizer. After they finish eating, but before you
bring the check, offer them dessert and tea or coffee.
Ensure that your servers know which are the newly added to the
menu items sell in each of these areas so that they can suggest items that
will be more likely to be accepted by the customer. For example, at a high
class dinner restaurant offer to bring a new type of wine to the table when
the regular customer’s first sit down.
Since they haven’t had a chance to look at the menu yet, they will be
more open to the wine choice that you suggest and you can upsell a highly
profitable bottle. Plus, customers often like to have a drink while they are
looking at the menu, so when they first sit down is the perfect time to offer
them wine with a better likelihood that they will accept.

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How to Employ Restaurant Upselling to Garner More Sales
‘Would you like fries with that?’ This simple line has made millions of dollars
for McDonald’s, and in its essence, is what upselling in restaurants is all
about: simple, effective, casual.
Let us break this line into the three elements- Would you like fries with
that?
It’s a simple question, right? Burger and fries go together, of course, no big
deal. Even if someone hadn’t planned on buying the chips, now the thought
has been sowed into their head and most probably instilled an impulsive
craving for them. Effective. And just a casual, throwaway line. Not pushy.
Trained Staff for Restaurant Upselling

Make sure all your servers know how vital restaurant upselling is and
how to do it. Routinely go over the new information with them and ensure
that they see the menu entirely, including the original items, and the details
of all the things. Be sure your servers know which topics they should focus
on. For example, you might have a new dessert menu that you want to
push, or you might want to focus on selling pricier drinks.
Build Rapport First
If customers do not seem sure about what they are going to order, you are
more likely to be able to upsell. Are they taking a long time to look at the
menu or asking a lot of questions? Sometimes customers might have a lot of
questions before they decide to check out dessert or get a more expensive
entree. Be patient and answer every question they might have! Your
excellent service will pay off. Patience is the key to maintain and nurture the
best relations with customers.
Read the Customer
Upselling should always be approached with intuition. Train your wait staff
to pay close attention to customer cues. For example, if a table of customers
seem to be enjoying leisurely chatter and aren’t in a rush to leave, suggest
coffee and a dessert special. It’s an easy opportunity to promote your dessert
menu without being pushy about it.
Takeout options can be a great upselling technique. Maybe your customers
are too full to eat dessert right now, but they can order it and bring it home
for later.
Upsell High-Profit Items
A typical restaurant upselling technique is to offer more expensive items
than the ones the customer initially ordered. This tactic is most effective
when it is not apparent. To push up the bill, servers should know the profit
margins and prices of each item on the menu. For example, if a customer

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asks for a particular dessert, and you have another dessert of the same price
but a higher profit margin, your server should suggest it to the customers.
Menu Upselling
If you have a well-designed menu, half your task of upselling is already
done. The restaurant menu should be designed in such a way that your
high-profit items are positioned clearly, and catch the customers’ eye. For
example, most customers usually read the menu from the top right corner.
It is a good idea to place your high selling and high-profit-margin items
there. Menu descriptions also play an essential role in upselling food items.
Your menu descriptions should be clear, short, and be able to evoke
temptations in the customers to order that particular item. Read how you
can utilize customer psychology in creating a menu design to upsell your
food.
Characteristic of perfect waiter for effective suggestive selling

Proper attitude, work clothes and self-confidence will influence
customers and encourage them to order what they were recommended. Wait
staff attitude must show that they care about what customers need and not
about selling them something they did not wish to buy!
The success of suggestive selling in a restaurant depends on waiter’s skills
and knowledge of the guests and restaurant menu. A good suggestive selling
in restaurant would be achieved if waiter has characteristics such as:
Enthusiasm about making a sale
Enthusiasm is very important but how to achieve that your waiter or
bartender has it. Be sure that your waiters are motivated to increase sales
volume of your restaurant. They are usually motivated with potential bigger
tips, but you as a restaurant manager should also motivate them with
money or status.
Personal belief in the quality of recommended dish or drink
He or she must believe that the main meal. dessert or drink is exactly as it
is presented. Let your waiters to try all dishes in the kitchen. This would
help them to make a mouthwatering description of dishes and make them
believe in the quality of recommended food. And if he do not like some dish,
persuade him to try to imagine that he enjoy in the taste. Make themselves
believe that customer will enjoy that dish. In this way waiter would sound
more confidential to restaurant guests.
Handle with care
Customers must feel that the wait staff cares about their needs and

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works in their interest. People like to buy and not to be sold to! They need to
have ability to understand the needs of customers. This means to recognize
customer’s preferences and other factors such as how much time they have
for a meal and how much money they can spend on dinner or lunch.
Teach waiters to deal with different states of mood
This is very useful skill for sale and for all aspects of living. If your waiter
feel tired or lack of positive energy he need to try to change the mood into
positive before he stands in front of the guests table. It is not always
possible to do that, sometimes is even contra-productive , but thinking
about alternative viewpoints already change the state of mind. Sales skills –
are partly inherent, but can also be acquired through experience and
training.
Calculate and Create smart offer
You need to have clear goal and benchmark to measure your profit.
Maybe you will make a big response if you make „free“ or „half price“ offer,
but could your restaurant afford it?
Calculate the profitability of your offer. Most expensive items from
restaurant menu are not necessarily the ones that bring in the highest
profits. When you making plan for suggestion selling focus on those dishes
which are profit drivers.
Even no profit special offer is acceptable if it could bring new
customers or make some regular once.
Special offer should be always part of your advertising. That is one of
the main reason why people buy something. You should use it
for restaurant promotion.
Would you like to serve you fries with it? Today is 50% off?
You’d be very surprised when you see the results of increased profits only
with suggestive offering of fries with a meal with or without discounts. This
could make a big positive changes in your final bottom line.
What you should avoid during suggestive selling in restaurant
Never suggest something to children. I really hate when waiter suggest
to my son what he should eat, especially when suggesting fried food and I
spent years to persuade my child to eat food like fish and vegetables. This
could make parents angry – and we don’t want that right?
It’s very important that your wait staff never suggest too much items
from the menu. If waiter suggest wine, he should not suggest main meal.
Think about a dessert. If your customers likes wine, maybe he should

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recommend dessert too. Waiter must develop a sense when should stop, and
when jump in and stay unobtrusive.
Never suggest something to customer who knows exactly what he
want and who finished his order with words „ „That would be all „ or „That’s
it“ or „Thank you“!
Never recommend leftovers, something you would not eat yourself! I
think that something what you would not eat yourself should not be at
restaurant menu at all , but if there is something like that on menu, never
recommend it. Do that only if you want to lose your customer immediately.
Never describe the food or drink as something that is not. This can
lead to great customer’s disappointments. Always describe menu items as it
is.
Possible customers reactions are different if do not receive what they were
promised, they will be dissatisfied and react in the following ways:
they will not comment but they will also not come back;
they will not comment, but the next time they come, they will not listen to
suggestions; instead, they will order as they wish regardless of the efforts on
the part of the wait staff;
they will return the recommended meal or drink. It can really be very
awkward.
If your wait staff follow these guidelines there is nothing to loose and
so much to get from suggestive selling. This means bigger tips for your
waiters and bartenders and higher sales, better service and more business
for your restaurant! And point out to your waiters.
You will always want to recommend menu items that have the best
profit margins so that you are increasing your profits to the maximum
potential. This means knowing which items you sell and suggest to the
regular guest will have the best profit margins and letting them try new
menu items and dishes at the same time.
Recommending new items

When the regular customer has a new option recommended to
them, they are more likely to accept it. With desserts, the server should
suggest a dessert on the menu and, if possible, show the customer a picture
of the item in the menu.
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By suggesting a new item and showing the customer a picture of it,
you are enticing the customer more into purchasing it. By offering specific
and new items, the customer does not have to think about what they want
and will be more likely to order what has been suggested to them.
Be Enthusiastic About new Items You Are recommending

Never underestimate the power of an enthusiastic server in upselling
at your restaurant. If the server sounds bored or uninterested with the items
they are suggesting, the customer will get a bad impression and will be less
likely to order those items.
In addition, it could leave a bad impression overall, with the customer
feeling like the waiter does not really enjoy the food that they are serving or
suggesting. Having an enthusiastic waitstaff is an important component to
effective upselling in your restaurant.
Servers who are enthusiastic about the menu
items, and seem genuinely happy and excited about
how they taste, will be able to get the customer more
excited to try the items they are suggesting. Servers who
love the food they are serving create customers who love
to try their suggestions.
When your servers are suggesting items to the
customers, have them describe how good the food is as if they ate it earlier
in the day. Impressing on customers that the servers have tried all of the
food will make customers more readily trust the suggestions and be more
likely to purchase them.
You will often encounter a customer who has either never been to
your establishment, or really is unsure of what they would like to eat that
day. Your job, as the server, is make it easier for them to make such a
choice.
You will need to determine if they are looking for a "lighter" meal, in
which case you can suggest a soup, or salad and sandwich. Perhaps your
customer will ask about a dish and what makes it special. By knowing
exactly how it is prepared, and perhaps something specific about it that
makes it unusual, you will often intrigue your guests and they will order
based on your suggestion. For a dinner guest who simply cannot make up
his or her mind, select two or three of your most often-ordered entrées and
suggest those. Typically, narrowing the choice down from an entire menu
selection to only two or three is enough to simplify the process for your
guests.
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By combining tact with good salesmanship, you will be able to help
your guest feel you are being helpful, rather than pushy and trying to pad
the bill for your own benefit. It never pays off to always suggest the most
expensive item on the menu. We will discuss more about this later.
When your table orders something that will take some time to prepare,
it is very appropriate to offer an appetizer or soup, so that they are not left
waiting for a long time before their food is ready. In this way, you have made
the offer, and they have accepted it and ordered additional food, something
they likely will not have done on their own. By making suggestions, you are
ensuring your guests are comfortable and are having all their needs met.

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SELF CHECK 3.3-1
ENUMERATE: Enumerate the following
I. How to identify slow moving items
1.
2.
3.
II. Suggesting/upselling strategies
1.
2.
3.
III. Characteristic of perfect waiter for effective suggestive selling
1.
2.
3.

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TASK SHEET 3.3-1
Title: Upselling Strategies to the guest
Performance Objective: demonstrate upselling strategies to the guest
Supplies/Materials : pen, paper, menu book,
Equipment : table, chairs,
Steps/Procedure:
1. Choose a partner.
2. One should act as a guest and one a waiter/ waitress.
3. The waiter must guide the guest to their respective table.
4. The waiter must get the orders and upsell/ suggest other item
from the menu.
5. The guest must order items from menu offered by the
waiter/waitress.
6. The waiter must repeat the orders of the guests.
Assessment Method:

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Performance Criteria Checklist 3.3-1
CRITERIA
YES NO
Did you….
1. Guide the guest to their respective table?
2. Take orders from the guest?
3. Upsell Menu items to the guest?
4. Repeat the orders of the guest?

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Information Sheet 3.3.2
Offer second serving items with food portion and sizes.
Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:
1. explain, what is the importance of offering second serving to the
guest,
2. demonstrate how to offer second serving to the guest.
3. practice how to offer second serving.
INTRODUCTION:
Offering second serving to the

guest ensures income and satisfactory
for the guest, it is also a upselling
technique used by the waiter and
waitresses to make the guest increase
the number of their order bringing
more profit to a restaurant or any
establishment.
As for making a suggestion about second serving and other parts of

the meal, always try to suggest a salad or vegetable plate for added
nutritional value. When your table has had a very heavy meal and asks for a
suggestion for dessert, it makes more sense to suggest a lighter dessert,
rather than your 65-layer chocolate cake.
You can also influence your guest who has simply ordered water to
drink, by taking their lunch order and then asking whether they would like
milk, tea, or soda to drink. This way you will offer your guest an additional
choice, and they will frequently take you up on the offer.
Special offer should be always part of your advertising. That is one of

the main reason why people buy something. You should use it
for restaurant promotion.
Would you like to serve you fries with it? Today is 50% off?
You’d be very surprised when you see the results of increased profits only
with suggestive offering of fries with a meal with or without discounts. This
could make a big positive changes in your final bottom line.
What you should avoid during suggestive selling in restaurant

June 2021
NC II
Developed by:
Never suggest something to children. I really hate when waiter suggest to my
son what he should eat, especially when suggesting fried food and I spent
years to persuade my child to eat food like fish and vegetables. This could
make parents angry – and we don’t want that right?
Its very important that your wait staff never suggest too much items from
the menu. If waiter suggest wine, he should not suggest main meal. Think
about a dessert. If your customers likes wine, maybe he should recommend
dessert too. Waiter must develop a sense when should stop, and when jump
in and stay unobtrusive.
Never suggest something to customer who knows exactly what he want and
who finished his order with words „ „That would be all „ or „That’s it“ or
„Thank you“!
Never recommend leftovers, something you would not eat yourself! I
think that something what you would not eat yourself should not be at
restaurant menu at all , but if there is something like that on menu, never
recommend it. Do that only if you want to lose your customer immediately.
Possible customers reactions are different if do not receive what they
were promised, they will be dissatisfied and react in the following ways:
they will not comment but they will also not come back;
they will not comment, but the next time they come, they will not
listen to suggestions; instead, they will order as they wish regardless of the
efforts on the part of the wait staff;
they will return the recommended meal or drink. It can really be very
awkward.
If your wait staff follow these guidelines there is nothing to loose and
so much to get from suggestive selling. This means bigger tips for your
waiters and bartenders and higher sales, better service and more business
for your restaurant! And point out to your waiters.
A key part of healthful eating means choosing appropriate amounts of
different foods. When it comes to deciding how much to eat, the terms
serving size and portion size are often used interchangeably. However, they
don't mean the same thing.

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Serving and portion size
Serving size is a standardized amount of food. It may be used to

quantify recommended amounts, or represent quantities that people
typically consume on a Nutrition Facts label.
Portion size is the amount of

a food you choose to eat — which
may be more or less than a serving.
For example, the Nutrition Facts

label may indicate ½ cup cereal for
one serving but if you eat ¾ cup,
that is your portion size.
Estimating Portion Sizes
Measuring cups and spoons are great tools for making sure your
portion is the same as the serving size, however, these tools aren't always
available when you're getting ready to eat. Another way to estimate your
portion is by comparing it to something else.
Who Determines Portion Size in the Restaurant Setting?
The majority of survey respondents (69%) identified the executive chef

as being responsible for establishing the portion sizes served in their
restaurants. In addition, many respondents also identified the restaurant
owner/manager (22%) and corporate‐level individuals (18%) as playing a role
in portion size determination. Few respondents cited the kitchen manager
(7%) or line chef/cook (6%) as responsible for establishing portion sizes.
Portion Control
Brush Up on Your Food-Label Smarts
“Portion control is limiting what you eat,” says Mary M. Flynn, RD, PhD,
chief research dietitian and assistant professor of medicine at the Miriam
Hospital and Brown University in Providence, R.I. “It is being aware of how
much food you are actually eating and what calories are in that serving.”

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Portion Control and Diet: 10 Easy Tips for Smaller Servings
The good news is that with a little practice, portion control is easy to do and
can help people be successful in reaching and then maintaining a proper
weight.
Here are 9 simple ways to keep your portions a healthy size:
1. Measure accurately. For foods and beverages, use gadgets like a

measuring cup, tablespoon, teaspoon, or food scale.
2. Learn how to estimate serving sizes. “‘Ballpark’ food portion sizes by

estimating serving sizes in comparison to known objects,” says Rose Clifford,
RD, clinical dietitian in the department of pharmacy services at the
Washington Hospital Center in Washington, DC. “For example, three ounces
of cooked meat, fish, or poultry is about the size of a deck of cards.” Other
easy measurements to eyeball include:
• ½ cup is the size of an ice cream scoop

• 1 cup is the size of a tennis ball
• 1 ounce of cheese is the size of a domino
3. Use portion control dishware. Pick out smaller plates, bowls, cups, and
glassware in your kitchen and measure what they hold. You might find that
a bowl you thought held 8 ounces of soup actually holds 16, meaning you’ve
been eating twice what you planned.
4. Dish out your servings separately. Serve food from the stove onto plates
rather than family-style at the table, which encourages seconds.
5. Make your own single-serving packs. “Re-portion bulk quantities of

favorite foods such as pasta, rice, and cereal into individual portions in
zipper bags so that when you’re in the mood for some food you’ll instantly
see the number of portions you’re preparing,” says Jennifer Nasser, RD,
PhD, assistant professor in the department of biology at Drexel University in
Philadelphia.
6. Add the milk before the coffee. When possible, put your (fat-free) milk
into the cup before adding the hot beverage to better gauge the amount
used.

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7. Measure oil carefully. This is especially important because oil (even the
healthful kinds like olive and safflower) have so many calories; don’t pour it
directly into your cooking pan or over food.
8. Control portions when eating out. Eat half or share the meal with a
friend. If eating a salad, ask for dressing on the side. Dip your fork into the
dressing and then into the salad.
9. Add vegetables. Eat a cup of low-calorie vegetable soup prior to eating a

meal, or add vegetables to casseroles and sandwiches to add volume without
a lot of calories.
Portion Control and its Importance

Portion control is important because it allows you to have a tight
handle on how many calories you are presumably consuming. This way, you
eat what your body needs, instead of mindlessly overindulging.
Mentioning portion and sizes to the guest is important for them to
know how the item they order looks like in terms of portion and sizes, also
to avoid misunderstanding about the item portion and sizes later on.

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SELF CHECK 3.3-2
ENUMERATION: enumerate the following;
9 simple ways to keep your portions a healthy size:
1.
2.
3.
4.
5.
6.
7.
8.
9.

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TASK SHEET 3.3-2
Title: Offering second serving to the guest
Performance Objective: demonstrate how to offer second serving

to the guest.
Supplies/Materials : pen, paper, menu book,
Equipment : table, chairs,
Steps/Procedure:
1. Choose a partner.
2. One should act as a guest and one a waiter/ waitress.
3. The waiter must guide the guest to their respective table.
4. The waiter must get the orders and upsell/ suggest other item
from the menu.
5. The waiter must suggest items from the menu for their second
serving of order, the waiter must convince the guest to order
second serving.
6. The guest must order items from menu offered by the
waiter/waitress.
7. The waiter must repeat the orders of the guest.
Assessment Method:

June 2021
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Performance Criteria Checklist 3.3-2
CRITERIA
YES NO
Did you….
1. Guide the guest to their respective table?
2. Take orders from the guest?
3. Upsell Menu items to the guest?
4. Repeat the orders of the guest?

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REFERENCE:
1. https://www.forketers.com/tips-upselling-restaurants/
2. https://www.posist.com/restaurant-times/restro-gyaan/increase-restaurant-revenues-
simply-following-restaurant-upselling-techniques.html
3. https://www.posist.com/restaurant-times/restro-gyaan/increase-restaurant-revenues-
simply-following-restaurant-upselling-techniques.html
4. designhill.com/design-blog/11-highly-effective-marketing-strategies-food-beverage-
business

June 2021
NC II
Developed by:

CBLM Fbs NC II Lo# 3 Promoting Food and Beverage Products

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COMPETENCY - BASED LEARNING MATERIAL

FOOD & BEVERAGE SERVICES NCII

PROMOTE FOOD AND BEVERAGE PRODUCTS

PROMOTING FOOD & BEVERAGE PRODUCTS

MANILA MONTESSORI COLLEGE INTERNATIONAL INC.

Welcome to the module in FOOD AND BEVERAGE SERVICES NCII

The unit of competency “PROMOTE FOOD & BEVERAGE PRODUCTS”

You are required to go through, a series of learning activities in order to

The goal of this course is the development of practical skills in supervising

This module is prepared to help you achieve the required competency, in

A certificate of achievement will be awarded to you after passing the

CBLM in Date Developed:

Contents of this Competency – Based Learning Materials

No. Unit of Competency Module Title Code

1 Prepare the Dining Preparing the dining TRS512387

2 Welcome guests and take Welcoming guests and TRS512388

3 Promote food and Promoting food and TRS512389

4 Provide food and beverage Providing food and TRS512390

5 Provide room service Providing room service TRS512391

6 Receive and handle guests Receiving and handle TRS512392

CBLM in Date Developed:

Qualification : FOOD & BEVERAGE SERVICES NCII

Unit of Competency : PROMOTE FOOD AND BEVERAGE

Module Title : Promoting Food And Beverage Products

LO1 Know the product

CBLM in Date Developed:

1. Names and pronunciations of dishes in the menu are mastered.

Student/ trainee must be provided with the following:

METHODOLOGY ASSESSMENT METHOD:

Modular (self-paced) Interview (oral/

CBLM in Date Developed:

KNOW THE PRODUCT

Learning Activities Special Instructions

Go through the learning activities outlined for

The output of this LO is a complete

Feel free to show your outputs to your trainer

This Learning Outcome deals with the

Go through the learning activities outlined for

After doing all the activities for this LO1: Know

CBLM in Date Developed:

CBLM in Date Developed:

The service of food and beverage items in Guests rooms by

A range of food items offered for service usually written and

Complimentary Items served without charge

Items supplied by the venue for the guests consumption such

Handbook or folder hard copy or electronic which contains

Supervisor in charge of porters and responsible for a wide

Day use room Room used between 9 & 5.for meetings

A record of all financial transactions between the Guest and the

A record of the guests personal details including food

A system of relying on the Guest to record consumption of

The department that is responsible for the cleanliness of a

Responsible for luggage management ,Valet parking and Guest

CBLM in Date Developed:

Posting The recording of financial transactions on the guests folio

Those areas in a Hotel or resort where the general public have

A feature is primarily used to handle transactions for non-

Suite A room with separate living and sleeping areas

The selling of products or services by suggesting alternatives in

A cash register which records a financial transaction on a guest

SPATT Special attention Guests

VIPs Guests who are Very Important Persons.