Professional Documents
Culture Documents
Food and Beverages Services - CBLM
Food and Beverages Services - CBLM
MATERIAL
Sector
TOURISM
Qualification Title
The unit of competency “Prepare the Dining Room/Restaurant area for Service”
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 SERVICES 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.
2 Welcome guests and take food Welcoming guests and take TRS512388
and beverage orders food and beverage orders
MODULE DESCRIPTOR:
This unit covers the knowledge and skills required in the preparation of the dining room
/restaurant area before the start of the service operations. It involves opening duties or the dining
room mise-en-place prior to service. This unit includes the knowledge and skills in taking
reservations, preparing service stations, table setting, and setting the ambiance of the foodservice
facility.
LEARNING OUTCOMES:
At the end of this module you MUST be able to:
CONTENTS:
Taking reservations
Table set-up
Napkin folding
Skirting buffet/display tables
Banquet set-ups
ASSESSMENT CRITERIA:
CONDITION:
The trainee / student must be provided with the following:
METHODOLOGY:
Lecture
Discussion
Film viewing
Demonstration
ASSESSMENT METHOD:
Oral examination
Written examination
Performance test
Learning Experiences / Activities
Learning Outcome # 1
Take table reservations
Learning Activities Special Instructions
Definition of Terms
Term Explanation
Introduction
Communication is critical in providing a link between kitchen and
service areas.
This section provides the context for providing a link between kitchen
and service areas gives examples of information which may need to
be relayed, identifies the staff that may be involved and presents
appropriate communication techniques.
Unit context
This unit deals with the skills and knowledge required to provide a link between kitchen
and service area in a range of settings within the hotel industry workplace context.
A person studying this unit will provide general assistance in food operations where the
staff who take orders are supported by others who deliver the food to, and collect used
items from, food service points.
The unit addresses the work of a ‘bus boy’ or ‘food runner’ in an establishment.
Information to be relayed
Staff involved
The following are techniques which you can use to help ensure proper and effective
communication occurs when relaying information:
Using the most appropriate method of communication. This
is usually ‘verbal’ in a face to face setting (the telephone
may also be used in some cases as a better option) but
may be sign language or a hand-written note or food order
Writing clearly. When producing written communication
make sure it is clear enough for others to read and interpret
Using open and closed questions to gain required
information about the topics being talked about
Paying attention and concentrating on what others are
saying
Never interrupting the other person and instead allowing them to finish what they
are saying
Asking questions to clarify information and directions you are
unsure of
Not trying to guess what the other person will say or infer what
they will say based on their first few words.
Repeating back what they have told you to verify understanding
of what has been said
Speaking slowly and clearly but naturally
Being concise. This means giving only the required information
and avoiding unnecessary words and unnecessary information
Using appropriate language. This can mean using simple words, choosing your
words carefully and avoiding complexity in the words used and the phrasing. When
communicating with other staff this can mean using industry and venue-specific
terminology and/or abbreviations.
When delivering an order from wait staff or servers to the kitchen, details about any
special orders must be passed on to the appropriate person quickly and unambiguously.
You need to bear in mind the person you will be speaking to will have more staff than you
to deal with. You are likely to be just one of many. For this reason you have to take the
time and make the effort to get your message across correctly, first time, every time.
To achieve this you need to make sure you:
Have got their full attention when relaying the order.
The kitchen may require you to say ‘Ordering chef’ or
‘Order in’ when placing the order at the pass
Point out the special request on the actual docket,
physically locating the written information you have put
on the docket or order. It is standard practice in
establishments using a manual ordering system for special requests to be circled
on the docket to highlight them
Verbally describe what is needed clearly and accurately. A response should be
heard from the chef after you have placed the order. If no response is heard, repeat
the order.
If possible get them to repeat it back to you to verify they have understood what is
required.
While you need to ensure your special order is understood, you must be sensitive to the
other things going on in the kitchen or at the pass. It may pay you to delay for 30 seconds
or a minute while the kitchen person clears some meals which are ready, helps with
plating a large order, or remedies an immediate problem.
1.2 Monitor and attend kitchen service points to ensure prompt pick
up of food
Introduction
In order to ensure prompt service of food you must monitor the kitchen and be ready to
pick plated food up when it is ready and take it to the wait staff or food service points.
This section discusses what is involved in this most important part of your job.
Monitoring and attending kitchen service points are your primary duties with tasks which
may comprise:
Collecting meals from the service point and delivering them to the service area or
wait staff
Clearing away food service items from service areas and returning them to the
kitchen, dishwashing area and/or stillroom or larder
Cleaning food service areas to maintain appearances and safety (picking up spilled
food and beverages)
Maintaining food service areas to ensure all requirements for service (food and non-
food items) are kept supplied
Performing any ‘one-off’ food-related duties as trade, staff shortages, demand and
requests from wait staff dictate. This may include:
Obtaining foodstuffs from the cool room, freezer or dry store as required
by kitchen staff or wait staff
Dishwashing including the scraping, cleaning and storing of crockery and
cutlery
Performing very basic food preparation duties such as, for example,
washing fruit and vegetables, peeling fruit and vegetables, opening
cartons, preparing basic salads, chopping and slicing food, preparing
butters
Setting up plates and trays which may include adding vegetables to
plates, placing garnishes on menu items, adding sauces to foods,
preparing trays and requirements for gueridon cookery
Watching what is going on at these points and being ready to take action when
required to address identified ‘situations arising’
Being available for other colleagues so you can provide them with assistance when
needed
Being alert to the on-going potential to use your initiative to prevent a potential
problem developing into an actual problem
Remaining as a visible presence in the area so colleagues and guests can contact
you, talk to you, give you instructions or ask for help
Paying extra attention to the kitchen when you have placed an order so you are
ready to transfer the food from there to the required service point.
Important point
Never, ever take a dish unless and until specifically directed to do so by whoever is
running the pass.
Just because a dish you have ordered is ready for service does not mean it is your dish. It
could be for another table and if you take it you will cause confusion and service disruption
for your table and to the table the dish was originally intended for.
It is important for you to pick up food as quickly as possible after it has been plated and is
ready for service for the following reasons:
Prompt collection of dishes enables the quicker service of food to
guests and most guests do not want to be kept waiting for their
food
Quick service enhances the guest service or dining experience
which encourages them to return for another meal, and to
recommend the venue to their friends, families and others
Removal of food from the pass creates space for the next order
to be processed, thereby speeding up general service across the
kitchen
Prompt collection of the food optimises the likelihood food will be served at its best,
for example:
Hot food will be served hot and not allowed to cool down
Cold food will be served cold and not allowed to warm up
Frozen foods will be served in a frozen state and not permitted to melt
The appearance of dishes only decreases the longer it sits and waits to be
served. Eye appeal of dishes is critical because guests will always see the
food before they taste it and they will start forming impressions about what it
will taste like from the moment they see the item
Taste of food items is potentially compromised by long delays in service
Immediate collection of food when it facilitates integration of food service with wine
and beverage service which again enhances guest satisfaction and dining
experience
There is an increased chance food may become contaminated the longer it sits at
the pass waiting to be collected.
Service points/areas
Depending on the venue where you work you may be required to provide service-related
monitoring and responses to the following areas.
Note: not all venues will have all of the following areas. The list is provided to give you an
understanding of the potential for you to service.
Waiting stations
You may also be required to ‘fetch and carry’ to waiting stations situated in dining
rooms/restaurants.
A waiting station is a place or a piece of furniture which a waiter uses as their work base to
do things such as storing items, a location to clear plates from the guest table to, to rest
items on.
They may sometimes feature heating elements and be known in this instance as ‘hot
boxes’.
You will be required to take prepared dishes from the kitchen to the appropriate waiter
stations from where wait staff will serve the dishes to guests at table.
You will also take the dirty dishes back from the waiter’s station to the kitchen/dish
washing area for scraping and cleaning.
See the following for examples of waiter’s stations:
http://www.forbesindustries.com/food-beverage-catalog/service-carts-tray-stands/
bussing-carts-and-waiter-stations.html.
Note, some rooms will use a simple table or other item of furniture for a ‘station’ in which
case the area may simply be known as a ‘rest’.
Buffet areas
You may also be responsible for tending (attending and monitoring)
buffets.
In these situations, you will be required to ensure dishes are kept
topped up and kept presentable and hygienic.
Tasks will involve both food items and beverages which are included
along with the buffet (beverages such as water, juices, tea, coffee
and milk).
Duties will also include removal of empty, or near-empty dishes,
removal of empty or dirty guest dishes and removal and replacement
of service items and food which has been dropped on the floor or
which has become contaminated as a result of unsafe food handling practices by guests.
Room service collection areas
Most venues will have dedicated room service staff but, depending on the venue and the
organisation of staff, you may be required to perform various room service functions such
as:
Clearing trays and trolleys from floors, when necessary. This involves checking
corridors on accommodation floors and returning dirty dishes, trays and trolleys to
the room service area for take-down and cleaning
Returning room service crockery and cutlery to other areas, such as the main
kitchen or servery, where they may be needed
Setting up room service trays and trolleys for specific room orders, or for generic
delivery o, for example, Continental breakfasts.
Online videos
The following online videos provide some insight into what is involved in being a food
runner and allows you to gain an insight into the kitchen and service areas:
http://www.youtube.com/watch?v=59JC8al46Pk (‘A food runner’s world: 2 mins 31
seconds)
http://www.youtube.com/watch?v=wXFs3Iy4s6Y (‘Chef Kurfürst at HTMi, Culinary
management: 12 mins 53 secs).
Introduction
Before you take any dishes or trays of food out of the kitchen and give it to wait staff or to
guests you must undertake a series of checks to ensure the food being served is
acceptable and to make sure all necessary requirements have been met.
This section identifies practices to follow to help make sure guests receive exactly the food
they ordered, and to ensure smooth and professional service is provided.
Enterprise standards
In relation to checking food prior to service ‘enterprise standards’ may refer to:
Size of the meals – the volume or quantity of food provided as
an entrée, a main course or as ‘extra’
Placement of items on a plate. Some venues will require, for
examples, vegetables for certain dishes to be placed in a
nominated sequence or location on the plate to optimise the
visual appeal of the dish. Some dishes may be centrally
located in the middle of the plate whereas other menu items
will feature the main component (meat, fish, chicken) located
at a constant position on every plate
Use of stipulated serviceware for given items. For example, it
may be a requirement a certain type or size of bowl is used for nominated food
items or accompaniments, or an underliner may be required for identified dishes
Service of sauces. Some venues may add sauces to the meal (directly applying the
sauce to the food), while others may provide a small jug of sauce, a bottle of sauce
or a sauce boat.
Before all food is taken from the kitchen you must check it (that is, visually inspect each
dish) to ensure:
The right meal has been prepared and any requested changes have been made to
the item or dish. This means comparing the food presented by the kitchen against
the order given to them. Never assume the kitchen will automatically get the order
correct. Remember the kitchen is a busy place and accidents and mistakes can
happen. If the order is for four meals, are there four meals being given to you? Do
the dishes you are being given match exactly the requirements of each guests as
stated in the order? It is your job to make sure incorrect meals are not taken into the
room or to the service point. Every service plate is clean and presentable. This
means checking to ensure there are no marks, spills and drips on plates. In some
cases you may be able to clean the plate and in other cases it may need to be
returned to the chef or to the person operating the pass
The quality of all items served for consumption. This includes checking all food
served on the plate to ensure it is of an acceptable quality. For example:
A whole fish should not have tears in the skin
Fresh fruit must not be over-ripe
Salad vegetables must be crisp
There should be no obvious blemishes or visible
impediments to any food items on a plate
The appearance of the food on the plate. Issues to look
for are:
All dishes of the same type must be of the same
size. There should not be a difference in serve
sizes unless requested by the guest
Same dishes must look the same in terms of
layout of vegetables, accompaniments,
serviceware, garnishes
An appealing and appetizing appearance
The edible portion of a steak is at the outside of a plate as opposed to having
the fat/gristle component at the rim of the plate
Guest requests have been taken into account. This means directly comparing the
dishes against the orders. Check to ensure, for example, rare steaks are indeed
rare; dishes with vegetables do not go out with salad on them, ‘extra chips’ do have
extra chips and ‘Thai salad’ is provided where requested.
In addition to checking the food to be served you must also verify the required serviceware
is available as required to meet the needs of the menu items being served.
Serviceware is a generic term for crockery, cutlery and other service-related items.
Checks to make
You must check these to ensure:
They are clean
Crockery and glassware is free from cracks and chips
They are free from other damage
They are suitable for the dish they are accompanying.
There is little point in serving snail tongs with a T-Bone steak, or providing lobster
crackers with GaKho chicken
They are sufficient in number to match the order or requirements of the table
They are safe and do not present any danger to staff or customers.
1.4 Transfer food for the appropriate service points in accordance with
enterprise procedures
Introduction
A primary role for you will be to transfer food (that is, carry plates and trays of food) from
the kitchen to service points.
This section describes techniques for carrying plates and trays and unloading trays and
placing food when you arrive at your destination.
Plate carrying
You do not need the same plate carrying skills waiters do.
Waiters will need how to carry at least three plates a time, sometimes four plates. You will
mainly carry plates on a tray.
Waiters will deliver the plates to the guest at table. You will deliver the plates to the
waiter’s station.
If you have the same plate carrying skills as a waiter, then that is a bonus but it would be
very unusual for you to have to actually use those skills.
Where two plates are to be carried to the dining room, you can carry them in by hand –
one in each hand.
Dirty plates are usually always removed from the dining room on a tray.
Where more than two plates are required to be carried to the dining room, it is usual for a
tray to be used.
Tray carrying
Standard practice
You must make a habit of catching the waiter’s eye, every time they enter the dining
room/restaurant.
This lets the waiter know they have just brought something in, but also gives the waiter an
opportunity to signal to you they have a special request to make or for you to pass on.
These special requests are numerous but may include “I need a fresh steak knife because
someone dropped theirs on the floor”, “Can I get more cranberry sauce for table 14?”, and
“Tell the chef people are complaining the rice is not hot enough.”
Catching the eye of wait staff is not difficult to do as they will also be keeping a watch for
you.
Handling plates
When you arrive at your service point (usually a waiter’s station in a dining area) you will
need to place the plates in the correct position.
Where you are carrying only two plates this may entail:
Physically handing the plates to the waiter who will then
serve them
Placing the plates on the waiter’s station for the waiter who
will then pick them up and serve them
Putting hot food inside the heating area or hot box of a
service station.
If you hand plates directly to a waiter you should state the name of the dish
including any special requests which have been included in the preparation of the
dish.
Unloading trays
When unpacking the tray at the service point or waiter’s station care should be exercised
to:
Maintain eye appeal of the dish
Avoid spoilage or spillage
Facilitate access by the waiter
Keep noise to a minimum
Eliminate interruption to the waiter’s duties
Be as unobtrusive as possible
Maintain the ‘safe food’ condition of the dish.
1.5 Advise appropriate colleagues on readiness of items for service
Introduction
A key focus when providing a link between the kitchen and service areas is advising
waiters and servers on the readiness of items for service.
This section presents considerations in this respect.
When you have identified from the kitchen that food for a certain table is about to be plated
or served then you will need to:
Enter the service area. The notification should take place at the service point
Speak to the waiter/server and advise them of the table number for the food you are
about to bring in.
Other considerations
Double-check the food being plated is your food. Never assume
food being plated up is actually for you or your table. Verbally
check with the chef or person operating the pass that the meals
are for a given table number
Hand signals may be used as an alternative if circumstances
dictate (that is, if the waiter is doing something such as taking
an order or serving another table and cannot be interrupted
Try to give the waiter/server sufficient warning. Approximately
one minute is a suitable period for advance notice
Make sure you communicate any other relevant issues at the same time, for
example:
Notification of any delays to dishes/orders already placed so waiters can
pass this on (with an apology) to guests
Advise them of dishes which are no longer available
Advise them of menu items which are running low or running out
Seek clarification of any orders where the kitchen has asked you for
clarification and you need to obtain information from the person who took the
order
Confirm special requests can be catered for
Advise where special requests cannot be accommodated
Notify other issues such as ‘carrots are being replaced with pumpkin’ or
‘potatoes are being replaced with chips’.
Introduction
Another central element of your role is to support and assist waiters/servers by providing
them (and guests) with items to enable smooth and efficient service delivery.
This section identifies the importance of this part of your job, describes how the need for
additional items may be identified and gives a sample list of items which you may need to
supply.
A key issue in this respect is to be proactive and anticipate requirements for extra items so
you can provide them without having to be asked.
Your aim should be to anticipate the need for items and meet the identified need before it
becomes an actual need.
Techniques to identify ‘required items’ include:
Speaking to waiters/servers and asking them if they need
anything
Being alert to requests made to you directly from guests at the
table and/or from colleagues (including food and beverage
waiters)
Observing the service area. Look for indicators that there is an
impending need, for example:
A guest who has dropped their knife indicates a need for
a replacement knife
A spilled glass of wine indicates the need to provide the materials necessary
for clearing or cleaning up the mess
Guests who elect to share a dish may indicate the need for an additional
plate and/or cutlery
Using your experience, common sense and industry knowledge, for example:
Departing guests may indicate the need for clearing and re-setting a table
The arrival of guests with young children may indicate the need to bring a
high chair
If you overhear a guest ask the waiter for more bread rolls this indicates a
need for more bread rolls.
There is no limit to the type of items which you may be required to provide. The following
is presented as an indicative list only:
Extra condiments or sauces for dishes
Extra side orders such as chips, salad, onion rings, rice
Extra butter for rolls, extra rolls
Dressing for a salad
Sugar, milk or lemon for coffee or tea
Finger bowl or shell bowl for seafood
Clean service cloths, or extra napkins/serviettes
Additional cutlery and crockery
More glasses for wines and beverages. Remember you will be expected to support
the work of beverage waiters as well as food waiters
A cake stand and cake server for situations where guests have brought their own
cake into the venue (for example, to celebrate a birthday).
Types of requests
Responding to requests
Title:
WORK PROJECT
Performance Objectives:
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.
Supplies:
Equipment:
NONE
Steps/Procedure:
Assessment Mthod:
Criteria YES NO
CONTENTS:
Taking reservations
Table set-up
Napkin folding
Skirting buffet/display tables
Banquet set-ups
ASSESSMENT CRITERIA:
1. Service or waiter’s stations are stacked with supplies necessary for service.
2. All tableware and dining room equipment are cleaned, wiped and put in their
proper places.
3. Special tent cards and similar special displays are put up for promotion.
4. Cleanliness and condition of all tables, tableware and dining room equipment are
checked.
5. Water pitchers and ice buckets are filled.
6. Electrical appliance or equipment like coffee pots, tea pots, plate warmers etc. in
the dining area are turned on and kept ready.
7. Condiments and sauce bottles are refilled and the necks and tops of the bottles are
wiped clean and dry.
METHODOLOGY:
Lecture
Discussion
Film viewing
Demonstration
ASSESSMENT METHOD:
Oral examination
Written examination
Performance test
Introduction
There will always be a need to remove used and unwanted items from the service area
during service and return them to the kitchen.
This section identifies the need for this action, describes items which may need to be
processed in this way and identifies the locations to which items may need to be removed.
‘Clearing’
Clearing items from waiter’s stations/service points is important for the following reasons:
The clearing of used and/or unwanted glasses, water jugs and empty
bottles and cans may be the responsibility of beverage wait staff or bar
staff but you must always be prepared to assist as required to help
clear these items.
Transferring items
Items should be transferred safely to the appropriate location and in accordance with the
establishment’s practices.
Placing items onto a tray and using the tray to carry items
from the service area. This allows multiple items to be
cleared at the one time
Carrying items by hand. This is often an acceptable
practice where there are only one or two items to be
removed.
Note: some venues have an SOP requiring all items to be carried into and out of a
service area/dining room on a tray. They forbid staff from carrying items by hand.
Locations
When removing items from the service area they must be taken to the appropriate location
for processing.
‘Processing’ of items
Bar
Still room
The stillroom is an area where ancillary items (such as but not limited to bread rolls,
condiments, butter and napkins) are prepared for service.
Silver room
If the venue actually uses silverware (that is, silver cutlery) then this area will also contain
facilities for cleaning and polishing those items.
Most venues do not have a silver room and very few venues use actual silverware.
Store room
You may be required to take the following items to a dining/service store room store so
they are available for use when next needed:
Table tops
Unused linen
High chairs
Candelabra
Table decorations and table furniture.
Dishwashing area
All used/dirty crockery and cutlery will need to be taken to the dishwashing area.
This area or section of the kitchen may be also referred to as the ‘pot wash’ area as pots
and pans may also be washed there. Note that in many venues the dishwashing area is
just for crockery, cutlery and other used dining items, while the pot wash area is just for
items used in the cooking or preparation of food.
Your role when delivering used/soiled items to the dishwashing area may be to:
Unload your tray and the dishwashing staff will do the rest
Unload your tray and scrape the plates which means scraping the plate waste into
bins or an InSinkErator
Unload, scrape and stack items ready for washing either by hand or in a
dishwashing machine.
Introduction
Clearing plates from the service area will always involve handling food scraps.
This section discusses issues related to this requirement.
Plate waste
‘Plate waste’ is anything which has been served to the guest and is returned from their
table/plate.
Food remaining on a plate/in a bowl which has not all been eaten
– ‘food scraps’
Food which looks like it has not been touched
Garnishes for food and in drinks
Left-over beverages including liquor/soft drink remaining in cans
or bottles.
Single use items are items intended to be used only once and then disposed of.
Examples of single use items which must be thrown out when returned
or cleared include:
Drinking straws
Paper serviettes/napkins
Plastic cutlery – commonly used in situations where food is
provided for take-away service
Wooden stirrers used to stir sugar in hot drinks
Take-away containers used to wrap, serve or otherwise provide take-away food and
beverages, both hot and cold. These may be paper, cardboard, plastic or aluminium
Portion control packs which have been opened and/or partially used. These PC
packs may be used by some venues to serve:
Butter
Jam
Sauces and mustards
Milk
Salt and pepper
Other food – such as cereals and biscuits.
Note: PC packs returned from service can be re-served or re-used if they are in good
condition (they look presentable, are not damaged or soiled) and have not been opened or
tampered with.
External rubbish bins are to have tight fitting lids which are to be
kept in position when the bins are not in use. This is designed to
prevent access to food waste/rubbish by birds, cats, vermin
The rubbish area must be kept clean to help avoid offensive odours
There must be ‘sufficient’ rubbish bins to cater for the amount of rubbish produced. If the
rubbish being created by the level of trade cannot be accommodated by the bins then
extra bins must be obtained
The rubbish bins themselves must be kept clean. They must be periodically cleaned using
a detergent, degreaser and deodoriser or disinfectant.
Hands must be washed after handling rubbish without exception. This is an extremely
important food safety requirement.
Enterprise procedures
All food scraps must be thrown into one or more bins located at/near
the dishwashing area or other designated points
All internal rubbish bins used for food scraps must be lined with a strong, good quality liner
to prevent food scraps making contact with the internal sides of the bin
No food scraps are to be consumed or taken home by staff members. This may even
apply to situations where staff want to take scraps home for pets
Bags of food scraps from internal bins must be disposed of appropriately into external
bins/dumpers – see immediately above
An external rubbish removal company may be used to supply and empty rubbish
bins/dumpers to cater for the volume of waste created
Introduction
Your role may or may not require you to clean and store crockery and cutlery.
This section presents general hygiene and possible venue-specific requirements in this
regard.
Cleaning
‘Sanitised’ refers to items which are free from bacteria/germs or items which have had the
level of bacteria/germs reduced to a safe level.
It is for this reason all cleaning/washing of food items (including crockery, cutlery, glasses,
pots, pans and food contact surfaces) should be:
All service items (plates, cups, saucers, cutlery) must be cleaned and sanitised after each
use.
This must occur in order to prevent infectious diseases being communicated from person
to person.
Allow to air dry. Air drying is the preferred option as it eliminates using a cloth to dry
surfaces, which may inadvertently introduce bacteria to the surface that has just been
cleaned and sanitised.
Machine washing
Hand washing
When using a double bowl sink to wash eating utensils and dishes:
Items must once again be left to air dry, which means draining and leaving to dry while
hot.
Storing items
After items have been cleaned and sanitised they must be stored so they
do not become re-contaminated.
The requirement is that all items used to serve food and beverages are
provided to the guest in a clean condition.
Title:
WORK PROJECT
Performance Objectives:
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.
Supplies:
Equipment:
NONE
Steps/Procedure:
Assessment Mthod:
This means meeting the needs and expectations of those with whom you work.
It is vital you meet expectations your colleagues have in relation to your personal work
performance in order to:
Always remember you are being paid to do the things listed above and the tasks identified
on your job description. You are not doing colleagues (or management or guests) a
‘favour’ by helping them, co-operating with them or providing them with products or
services.
Management, staff and guests will have a wide variety of needs and expectations about
you and your workplace performance.
The following list identifies examples of ‘needs’ and ‘expectations’ your co-workers may
have about your role, and identifies strategies to ensure you meet those needs and
expectations.
Introduction
Given the highly interpersonal nature of your work role it is to be expected there may be
workplace conflict with colleagues from time to time.
This section identifies the need to resolve and manage conflict and workplace difficulties
and discusses ways to do so.
You must actively manage and resolve workplace conflict and difficulties in order to:
Stop small issues growing into big ones. To do this you need to
take prompt action, promote reconciliation as opposed to ignoring
things and avoid letting things drag on, get worse and involve
more people
Maintain the usual positive orientation of the workplace. This is
vital because the nature of the workplace has a distinct impact on
how staff relate to guests and customers. If the workplace is positive then
interactions between staff and guests will tend to be positive. If interactions
between staff are strained or tense then the relationships between staff and guests
will tend to reflect these negative emotions
Reduce absenteeism and staff turnover. Workplaces where conflict and difficulties
are left unaddressed have higher levels of absenteeism and staff turnover than
those where issues are ignored
Comply with ethical and legal requirements to provide a safe workplace. Failing to
address workplace conflict and difficulties can be regarded as occupational safety
and health matters from a psychological perspective.
The industry has developed two classifications of ‘customers’ who you need to
serve.
‘External’ customers are the customers who come to the venue to eat and spend
their money. They are also known as guests and patrons.
‘Internal’ customers are the other staff in the venue who you support and serve.
They are also known as your colleagues and co-workers.
In your role they will be the kitchen staff and the wait staff and servers you work
with.
At all times the efforts of wait staff and the kitchen must be to serve the external
customers and your job must be to support the internal customers.
There may be many reasons why conflict may flare up amongst colleagues and why
workplace difficulties can arise:
Pressure of work such as high levels of trade, insufficient staff rostered on to cope
with work, unusual levels of demands from guests, equipment breakdown
Lack of, or bad, communication which may cause misunderstandings
Prejudices about all sorts of things from which sports team the other person follows,
what kind of car they drive, through to issues of ethnicity, gender, body shape and
age
Ineffective working systems where the internal operations, or functions, of the
venue cause the problem (poor reservations systems, lack of standard procedures,
bad food ordering system or protocols)
Difference in opinions about a wide range of topics from current affairs to the
weather
Difference in beliefs as these relate to, for example, religion, politics, music and
many other topics
Misunderstanding can be caused by barriers to communication, not listening
properly, putting a different interpretation on a word or phrase than what was
intended
Team member not pulling their weight and staff not contributing 100% to a team
effort
A colleague feels they are being treated unfairly. This may be due to their shift on
the roster appearing less attractive than someone else's, not being given the
opportunity to work overtime or not being selected to work on a certain function.
This feeling may also be caused by staff who fail to share information, refuse to
help and co-operate in the workplace, and who favour some colleagues over
others.
Warning signs
When you are involved in conflict or difficulties with a workplace colleague they tend to:
Avoid verbal and visual contact and/or proximity. This may mean:
Other staff take breaks in physically different areas
They avoid mixing with you or looking at you,
or sitting near to you
Staff ask for shifts where you are not rostered
on to avoid the chance of contact with you
Indulge in negative facial expressions. The person
may sneer your way, roll their eyes and shake their
head slowly from side to side, or purse their lips
when they see you or make eye contact with you
Make negative remarks to you and/or about you. This can spill over into areas that
are outside the initial cause of the conflict. For example, a staff member may be
annoyed you did not help clean up after a function. Their perception is you are lazy
and not a team player. The truth however may be the supervisor told you to go
home because you had been at work for twelve hours that day and were required
back early the following day. The negative remarks will not stop at your perceived
laziness, but will usually involve unrelated areas such as your attitude, your
relationships with others, your personal habits, and so on
Make rude gestures or remarks. These can be offensive remarks (perhaps of a
sexual nature), or finger and forearm gestures designed to convey a specific
message. Most establishments have bullying and harassment policies making
these sorts of actions unacceptable in the workplace. If encountered, you should
seriously consider reporting them to management as they constitute workplace
harassment.
Must never be ignored. Issues will never ‘go away’ or resolve themselves
Should be addressed and resolved as soon as possible.
Positive outcomes
Introduction
This section explains the importance of feedback, introduces the concept of ‘360˚
feedback’, describes techniques for obtaining and receiving feedback and presents
potential improvements which can occur in the workplace as a result of feedback received.
Importance of feedback
360° feedback
In practice this means you should seek feedback from many different sources.
In the context of your work role as described in this unit you should seek and obtain
feedback from:
Verbally asking people for feedback – telling them you want their
input and letting you know you value what they have to say
Watching for instances of feedback by focussing on your internal and external
guests to read their body language and hear their comments
Asking management for samples of feedback they have generated or received from
guests. Most venues develop some form of customer feedback either through their
marketing department (via market research and guest surveys), as a result of
‘Customer comment cards’, verbal feedback from customers or online feedback
provided by guests
Impromptu questioning of customers and guests to obtain
their views of products and services provided
Engaging in chance discussions with customers/guests to
obtain suggestions for change to service provision and
improvements to menus
Participating in critical incident reviews to have personal
responses evaluated and learn lessons for future use
Taking part in workplace coaching and mentoring both of which use feedback as an
integral part of the processes
Raising guest feedback as a topic at staff and departmental meetings.
If you take the time and trouble to capture, listen to, analyse and act on feedback it is
possible you can influence a wide variety of activities and outcomes in your workplace.
Safety
Speed of service
Quality of products served
Quality of service delivery
Saving money, resources and effort
Providing a more customer-focussed experience for the guests.
Introduction
Everyone in the workplace will receive feedback at one time or another from a colleague
about their personal performance without having to ask for it.
This section identifies effective ways to deal with such feedback about your performance
highlighting action to take when complaints or negative feedback is received.
Positive feedback
Positive feedback can involve team members passing on a
comment they have heard about your excellent work. This may
be passed on from statements made by guests, other wait
staff or management-level personnel.
Never say something like “Oh, it was nothing”, or ‘I was just doing my job’.
You should thank the person who gave you the compliment or positive feedback and take
a moment to enjoy it.
If you let people know you appreciated their positive comment, it will encourage them to do
more of the same.
If you simply dismiss it, then they will tend not to bother about giving you any more, even
though you may well deserve it.
Negative feedback
Take the negative feedback in the right way. See it as an opportunity to improve, and see
it as a challenge.
Make sure you do not dwell on the negative message and start getting everything out of
perspective. This is a common and very damaging response which causes much tension,
anxiety and workplace conflict.
Above all, never get angry at the person who provides you with the negative feedback. In
many ways they are actually doing you a great favour.
If a staff member delivers this negative message, realise they are not making a criticism.
They are just doing their job by letting you know, and, if you think about it, would not be
doing their duty if they did not bring the negative matter to your attention.
Introduction
It is a standard requirement across all workplaces for staff to interact with each in a non-
discriminatory manner.
This section considers relevant issues to help ensure you comply with this important
necessity.
Avoid racist language and sentiments in all the verbal, non-verbal and written
communications you undertake
Avoid making statements which are sexist or gender-specific in nature. Instead use
words and statements which are gender neutral or gender inclusive
Do not infer competency or ability from someone’s name or their facial features or
national dress
Never make assumptions about a person’s physical or intellectual abilities. There is
no direct consistent correlation between the way a person looks and their capacity
for competency
Do not stereotype people. All people are individuals with individual abilities, ideas,
backgrounds and beliefs
Avoid discriminatory language in relation to the portrayal of people with disabilities.
Disabled persons must be treated with the same courtesy and respect as able-
bodied people
Do not make ageist statements about others. Always try to make age-neutral
statements
Get to know people from other nationalities, cultures, religions and socio-economic
backgrounds. This will give insight into their lives and help you understand their
individual needs, wants and preferences as to how they should be treated
Exercise patience and tolerance when dealing with
and interacting with other people
Ask people with a different background to yourself
questions which demonstrate you want to co-
operate with them, help them and support their
workplace activities such as:
“What can I do to help you?”
“How can I better communicate with
and support you?”
Be slow to take offence at what people from different backgrounds say to you. They
may simply:
Not properly or not fully understand your language
Fail to understand the nuances of certain words or phrases
Be making an error in the use of words or a phrase
Be using body language which is acceptable in their own country but
unacceptable in yours
Do not take immediate offence at what someone from another country may do.
Once again their actions may be acceptable in their home country but not
appropriate in yours
Attend ‘cultural diversity’ training sessions as a way of learning about other people
and how better to work with them
Be quick to apologise if you realise you have given unintended offence in order to
demonstrate no offence was meant and to promptly address the issue
Never victimise anyone (see below) on the basis of their personal characteristics
such as:
Age
Gender and/or gender identity
Physical or psychological impairment
Employment activity
Marital status
Parental status or status as a career
Physical features
Political belief or activity
Race.
Victimisation
Verbal taunts
Making inappropriate gestures towards them
Refusing to help them
Not sharing information with them
Not allowing them the same opportunities (to gain
experience, to obtain training, to work) as others
Treating them unfairly, unkindly or differently to the way you treat others
Ostracising them.
Task Sheet 1.2-3
Title:
WORK PROJECT
Performance Objectives:
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.
Supplies:
Equipment:
NONE
Steps/Procedure:
Assessment Mthod:
Criteria YES NO
3.1 Prepare and submit a document or set of documents
(such as a poster, information sheets, manual or set of standard
operating procedures) suitable for use in a workplace to advise
new staff regarding maintaining effective relationships with
colleagues.
CONTENTS:
Taking reservations
Table set-up
Napkin folding
Skirting buffet/display tables
Banquet set-ups
ASSESSMENT CRITERIA:
1. Tables are set according to the standards of the foodservice establishment.
2. In cases where the menu is prearranged or fixed, covers are set correctly according to the
predetermined menu.
3. Tableware and glassware are wiped and polished before they are set up on the table.
4. Cloth napkins are folded properly and laid on the table appropriately according to
napkin folding style.
5. Buffet or display tables are skirted properly taking into account symmetry, balance and
harmony in size and design.
CONDITIONS: the trainee/student must be provided with the following:
Pyramid
Bird of Paradise
Bishop’s Hat
Rose bud
Sail
Candle
Crown
Goblet Fan
METHODOLOGY:
Lecture
Discussion
Film viewing
Demonstration
ASSESSMENT METHOD:
Oral examination
Written examination
Performance test
Learning Outcome # 3
CONTENTS:
Taking reservations
Table set-up
Napkin folding
Skirting buffet/display tables
Banquet set-ups
ASSESSMENT CRITERIA:
1. Lights are adjusted according to time of the day.
2. Tables, chairs and other dining room furniture are arranged to ensure comfort and
convenience of the guests.
3. Appropriate music is played when applicable
4. Floors/carpets are cleaned and made sure are dry.
5. Air-condition or cooling units are adjusted for the comfort of the guests
6. Decorations are set-up according to theme or concept of the dining room.
METHODOLOGY:
Lecture
Discussion
Film viewing
Demonstration
ASSESSMENT METHOD:
Oral examination
Written examination
Performance test
Learning Outcome # 4
After doing all the activities for this LO4: Set the
mood/ambiance of the dining area , you are
ready to proceed to the next Competency.
Dahmer, Sondra &Kahl, Kurt; 2008 (2nd edition); Restaurant Service Basics;
Wiley
In addition
Adjey, Zoe & Hunter, Gary, 1966- &Mannall, Clare, 2009; Food & beverage
service: levels 1&2 S/NVQ; Cengage Learning, London.
Australian Training Products Ltd, 2004; Five star waiter supporting THH02
Hospitality Training Package; Version 1.00, Australian Training Products,
Melbourne, Vic.
Cichy, Ronald F & Hickey, Philip J, 2013; Managing service in food and beverage
operations, 4th ed; American Hotel & Lodging Educational Institute, Lansing, Mich.
Davis, Bernard, 2013; Food and beverage management, 5th ed; Routledge, Milton
Park, Abingdon, Oxon ; New York.
Lillicrap, D. R & Cousins, John A, 2010; Food and beverage service, 8th ed;
Hodder Education, London
Portfolio
Written
The evidence must show that the trainee…
The trainee must know how to deliver food items and cleaning
food service areas according to establishment standards.
The trainee must know to communicate and interpersonal
skills according to establishment standards.
The trainee must know the roles and responsibilities of the
food service team according to establishment standards.
Trainee name:
Trainer name:
Qualification: FOOD & BEVERAGE SERVICES NC II
Unit of competency: Provide Link Between Kitchen & Service Areas
Date of assessment:
Time of assessment:
Instructions for demonstration
Given the necessary tools, the candidate will be able to demonstrate, Receiving and
Processing Reservations following standard procedures within 15 minutes.
to show if
DEMONSTRATION evidence is
demonstrated
Yes No N/A
During the demonstration of skills, did the candidate:
Demonstrated ability in communication skills according to
establishment standards and procedures.
Candidate name:
Name of third party: Contact no.
Position:
Relationship with □ employer □ supervisor □ colleague □ other
candidate:
Please specify
________________________________________________
Please do not complete the form if you are a relative, close friend or
have a conflict of interest]
Dates the candidate worked with you From: To:
We are seeking your support in the judgment of this candidate’s competence. Please answer these
questions honestly as a record of the candidate’s performance while working with you. Thank you for
your time.
Comments regarding candidate performance and experience
I can verify the candidate’s ability to: Yes No Not Comments to support my
sure
(tick the correct response] responses:
Check the availability of all resources
required for training.
□ □ □
Identify alternative resources for
contingency measures.
□ □ □
Identify and arrange appropriate training
locations according to training needs.
□ □ □
□ □ □
□ □ □
Third party signature: Date:
Send to:
The following statements are about the competency you have just completed.
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
TESDA-SOP-CACO-07
INSTRUCTION:
The assessor shall select a minimum of _______ Maximum Score Remarks
appropriate questions that fir the situation. Score
Each question corresponds to ________ points.
TESDA-SOP-CACO-07-F30
Reference
No
To be filled out by the Competency Assessor
Candidate’s Name
Assessor’s Name ROMIE B. LACADEN
Qualification: FOOD & BEVERAGES SERVICES NC II
Unit of 1. Provide link between kitchen
and service area
2. Provide food and beverage services