COMPETENCY - BASED

LEARNING MODULE

Sector
TOURISM

Qualification Title
FOOD & BEVERAGE SERVICES NC II

Unit of Competency
Promote Food And Beverage Products
Module Title
Promoting Food And Beverage Products
TESDA-HMCF
TECHNICAL EDUCATION AND SKILLS DEVELOPMENT
AUTHORITY
HOPE OF MELBOURNE COLLEGES FOUNDATION
Poblacion West Umingan, Pangasinan

HOW TO USE THIS COMPETENCY BASED LEARNING MATERIAL

 Welcome to the module in “Promoting Food and Beverage
Products”. This module contains training materials and activities for you to
complete.
The unit of competency “Promote Food and Beverage Products”
contains knowledge skills and attitudes required for Food and Beverage
Services NC II. It is one of the specialized modules at National Certificate
level (NC II).
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 sheets to help you understand the required activities. Follow
the activities on your own and answer the self –check at the end of each
learning outcome. You may remove a blank answer sheet at the end of each
module or get one from your facilitator/trainer to write your answers for
each self-check. If you have questions, don’t hesitate to ask your facilitator
to ask for assistance.
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.

Date Developed: Document No.

Food and Beverage Issued by:
Services NC II Date Revised:
Developed by:
Promoting Food And Beverage JAYLYN F. DUPITAS
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 FOOD AND BEVERAGE SERVICES NC II

(320 Hours)

No. Unit of Competency Module Title Code

1 Prepare the Dining Preparing the dining

Room/Restaurant Area for room/restaurant area TRS512387
Service for service

2 Welcome guests and take Welcoming guests and

food and beverage orders take food and beverage TRS512388
orders

Promote food and Promoting food and TRS512389

3 beverages products beverages products

4 Provide food and beverage Providing food and

services to guests beverage services to TRS512390
guests

5 Provide room service Providing room service TRS512391

6 Receive and handle guests Receiving and handle TRS512392

concerns guests concerns

Date Developed: Document No.

Food and Beverage Issued by:
Services NC II Date Revised:
Developed by:
Promoting Food And Beverage JAYLYN F. DUPITAS
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 MODULE CONTENT

Qualification : FOOD & BEVERAGE SERVICES NC II

Unit of Competency : Promote Food and Beverage Products

Module Title : Promoting Food and Beverage Products

Module Descriptor : This module deals with the knowledge and

skills required in providing advice to
customers on food and beverage products
in foodservice enterprises.

Nominal Duration : 32 Hours

LEARNING OUTCOMES:
At the end of this module you MUST be able to:

LO1 Know the product

LO2 Undertake suggestive selling

LO3 Carry out up selling strategies

ASSESSMENT CRITERIA:
 Names and pronunciations of dishes in the menu are mastered.
 Ingredients of dishes are memorized.
 Sauces and accompaniments are known by heart.
 Descriptions of every item in the menu are studied.
 Common food allergens are mastered to prevent serious health
consequences.
 Information about the food items are provided in clear
explanations and descriptions.
 Items on specials or promos are offered to assist guests with
food and beverage selections.

Date Developed: Document No.

Food and Beverage Issued by:
Services NC II Date Revised:
Developed by:
Promoting Food And Beverage JAYLYN F. DUPITAS
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 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.
 Standard food and beverage pairings are recommended.
 Several choices are given to provide more options to guests
 Descriptive words are used while explaining the dishes to
make it more tempting and appetizing.
 Suggestive selling is carried out discreetly so as not to be too
pushy or too aggressive.
 Slow moving but highly profitable items are suggested to
increase guest check.
 Second servings of items ordered are offered.
 Food portion or size is mentioned for possible adjustments with
the orders.
 New items are recommended to regular guests to encourage
them to try other items in the menu.

Date Developed: Document No.

Food and Beverage Issued by:
Services NC II Date Revised:
Developed by:
Promoting Food And Beverage JAYLYN F. DUPITAS
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 Learning Outcome No. 1 Know the product

CONTENTS:

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 of every item in the menu are studied.
5. Common food allergens are mastered to prevent serious health
consequences.

CONDITION:
The trainee / student must be provided with the following:
Information about the food
 Cooking method
 Serving portions
 Tastes and flavors
 Ingredients including food allergens
 Cooking time
 Side dishes

METHODOLOGIES:

 Modular (self-pace learning)

 Electronic learning
 Industry immersion
 Demonstration
 Film-viewing

Date Developed: Document No.

Food and Beverage Issued by:
Services NC II Date Revised:
Developed by:
Promoting Food And Beverage JAYLYN F. DUPITAS
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ASSESSMENT METHODS:

 Interview (oral/questionnaire)
 Observation
 Demonstration of practical skills

Date Developed: Document No.

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Services NC II Date Revised:
Developed by:
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 Learning Experiences / Activities

Learning Outcome # 1

KNOW THE PRODUCT

Learning
Special Instructions
Activities

Read: Information Read the information sheet. After reading the

Sheet 3.1-1 learner is encourage to answer the self-check.

Answer: Self
Check 3.1-1 Check your answer using the Answer Key

Read: Information Read the information sheet. After reading the

Sheet 3.1-7 learner is encourage to answer the self-check.

Answer: Self
Check 3.1-7 Check your answer using the Answer Key

Date Developed: Document No.

Food and Beverage Issued by:
Services NC II Date Revised:
Developed by:
Promoting Food And Beverage JAYLYN F. DUPITAS
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 INFORMATION SHEET 3.1-1

MENU FAMILIARIZATION

Learning Objective:
After reading this information sheet, you should be able to:
1. Familiarize menu

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.

Date Developed: Document No.

Food and Beverage Issued by:
Services NC II Date Revised:
Developed by:
Promoting Food And Beverage JAYLYN F. DUPITAS
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‘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.

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

Date Developed: Document No.

Food and Beverage Issued by:
Services NC II Date Revised:
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 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 – drinks 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.

Date Developed: Document No.

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Services NC II Date Revised:
Developed by:
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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
Date Developed: Document No.
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 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.
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

Date Developed: Document No.

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Services NC II Date Revised:
Developed by:
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 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

Date Developed: Document No.

Food and Beverage Issued by:
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Appetizers are menu items offered for guests to eat prior to their main
course.

They may include:

 Hors d’oeuvres

 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

Date Developed: Document No.

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Services NC II Date Revised:
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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

 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
Date Developed: Document No.
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 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 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.

Date Developed: Document No.
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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 omelettes

 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

Date Developed: Document No.

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Services NC II Date Revised:
Developed by:
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 Hot dogs

 Pies, pasties and sausage rolls

 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) –

coloured by an edible penicillin mould.
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.

Date Developed: Document No.

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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

 Lasagne

 Tagliatelli.
Noodles

Noodles are made from flour (wheat) and water, and/or eggs.

In many ways they are similar to pasta.

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

Date Developed: Document No.

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Services NC II Date Revised:
Developed by:
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 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.

Salads may exist as a stand-alone

menu item (such as a ‘Warm
Chicken Salad’) or as an

Date Developed: Document No.

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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

Date Developed: Document No.

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 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.

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 ‘specialised’. The use of a
chicken leg and thigh connected to each other may be ‘specialised’.

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

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 Any relevant history – (as applicable) how and when they were
invented; who they were named after
 The cooking processes used to produce them

 Their flavours 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.

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, flavourings, spices, spice mixes and herbs

 Garnishes

 Seeds and nuts

Date Developed: Document No.

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 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

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 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

 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.

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 SELF-CHECK 3.1.1

1. These are also known as ‘crustaceans’

2. Served after the main course and also known as ‘sweets’.

3. These are light meals, commonly provided for people who are in

a hurry or who are not especially hungry.

4. Refers to the knowledge about food, beverages, the services you

offer and the facilities available.

5. These are menu items offered for guests to eat prior to their

main course.

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 ANSWER KEY

1. Shellfish

2. Desserts

3. Snacks

4. Product knowledge

5. Appetizers

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 INFORMATION SHEET 3.1-7

FOOD ALLERGENS

Learning Objective:
After reading this information sheet, you should be able to:
1. Identify the different food allergens

Introduction

At the present time, there is no cure for a food allergy.

Avoidance is the only way to prevent an allergic reaction. When a
person eats a food he or she is allergic to, a reaction may move swiftly
throughout the body, causing a range of symptoms that can include
swelling of the lips, tongue, and throat, difficulty breathing, hives,
abdominal cramps, vomiting, and diarrhea.

People with severe food allergies may experience anaphylaxis, a

potentially life-threatening allergic reaction that may result in a drop
in blood pressure, loss of consciousness, and even death.

When individuals with food allergies dine away from home, they
must rely on food service staff to provide them with accurate
information about ingredients so that they can make an informed
decision about what to order.
Incorrect or incomplete information puts these individuals at
risk for an allergic reaction. Even a mild reaction will bring their
dining experience to an abrupt end; a serious reaction may require
transport to the hospital in an ambulance. Education, cooperation,
and teamwork are the keys to safely serving a guest who has food
allergies.
All food service staff – including restaurant managers, servers,
and kitchen staff – must become familiar with the issues surrounding
food allergies and the proper way to answer guests’ questions.
Further, they must know what to do if an allergic reaction occurs.

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Types of food allergens

Virtually any food can cause allergy. But in reality the great majority
of food allergies are caused by just a handful of foods. Among
children, the foods most commonly linked to food allergy are:
•milk
•eggs
•wheat
•fish
•soy
•peanuts
In adults, food allergies are most often caused by:
•fish
•shellfish (including lobster, crab, and crayfish)
•certain stone fruits (peaches, plums, cherries, apricots)
•nuts/seeds
•peanuts

Food allergies are distinct from food intolerances, which usually

do not involve a response from the immune system. Like allergies to
other substances, food allergies are hypersensitivity reactions. The
immune system mistakenly identifies a given protein as foreign and
dangerous, and responds as it would to a disease-causing germ.
Research shows that more than one third of people change their
diet to avoid foods that might trigger an allergic response. In regions
where certain types of foods are especially common, there are usually
greater numbers of people who are allergic to that particular food.

Symptoms

Typical symptoms of an allergic reaction can include the following:

Skin Hives, eczema, swelling of the lips and

face, itching

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Respiratory tract
Gastrointestinal tract
Some
Swelling of the throat or mouth,
difficulty breathing, stuffy and/or
runny nose, itchy and/or watery eyes,
wheezing, repetitive cough
Abdominal cramps, vomiting, diarrhea
experts recommend

Symptoms can range from mild to severe. Reactions can occur within
a few minutes to up to two hours after eating an offending food.

Treatment

Mild reactions are usually treated with an antihistamine such as

Benadryl®. The medication of choice for controlling a severe or
anaphylactic reaction is epinephrine, also called adrenaline. It
is available by prescription in an auto-injector (i.e., EpiPen®,
Twinject®, or Adrenaclick™), and should be administered
promptly in the event of a reaction. If a guest in your restaurant is
having an anaphylactic reaction, notify a manager
and get help immediately. Call the rescue squad (i.e., 911) and tell
them that someone is having a severe allergic reaction.

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 SELF-CHECK 3.1-7

What are the most commonly known allergies?

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 ANSWER KEY

 milk

 eggs

 wheat

 fish

 soy

 peanuts

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 Learning Outcome No. 2 Undertake Suggestive Selling

CONTENTS:

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:
 Information about the food items are provided in clear
explanations and descriptions.
 Items on specials or promos are offered to assist guests
with food and beverage selections.
 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.
 Standard food and beverage pairings are recommended.
 Several choices are given to provide more options to guests
 Descriptive words are used while explaining the dishes to
make it more tempting and appetizing.
 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:
Items on specials or promos
 House specials
 Soup of the day
 Combo meals
 Best sellers
 Chef’s pick
 Seasonal items

METHODOLOGIES:

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  Modular (self-pace learning)
 Electronic learning
 Industry immersion
 Demonstration
 Film-viewing

ASSESSMENT METHODS:

 Interview (oral/questionnaire)
 Observation
 Demonstration of practical skills

Date Developed: Document No.

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 Learning Experiences / Activities

Learning Outcome # 2

UNDERTAKE SUGGESTIVE SELLING

Learning
Special Instructions
Activities

Read: Information Read the information sheet. After reading the

Sheet 3.2-5 learner is encourage to answer the self-check.

Answer: Self
Check 3.2-5 Check your answer using the Answer Key

Read: Information Read the information sheet. After reading the

Sheet 3.2-6 learner is encourage to answer the self-check.

Answer: Self
Check 3.2-6 Check your answer using the Answer Key

Date Developed: Document No.

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 INFORMATION SHEET 3.2-5

SUGGESTIVE SELLING TECHNIQUE AND PRINCIPLES

Learning Objective:
After reading this information sheet, you should be able to:
1. Identify the different suggestive selling techniques and
principles

Introduction

Suggestive selling is a sales technique where the employee asks the

customer if they would like to include an additional purchase or
recommends a product which might suit the client. Suggestive selling
is used to increase the
purchase amount of the
client and revenues of the
business.

Here are a few tips

straight from our
hospitality industry
experts on how to
suggestively sell to drive
higher average checks:

 Get to the table before guests look at the menu. If you take
too long to get to a table guests have time to decide what they
want, which decreases the chances of you being able to suggest
more items. Try having host staff bring over just the wine list
and servers bring over the food menu, ensuring that they have
the opportunity to walk guests through it.

 Offer a pairing suggestion. This is a basic principle that, when

done effectively, really impacts your restaurant sales. Make sure
to really read the table to figure out what beverages each guest
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 may be interested in, and have a recommended
beer/wine/liquor pairing with each entrée you suggest during
the order.

 Don’t ask “yes” or “no” questions. Instead of “Would you like

an appetizer?” try “What would you like as an appetizer?” This
makes an appetizer – or a drink or a dessert – sound inevitable,
like they should be ordering it, without making it sound
included.

 Set the experience expectation. Gently suggest what guests’

dining experience should be like, allowing them to infer that
they should be doing things a certain way. For example, “Would
you like a cocktail while you’re looking at the wine list?” implies
that this is the type of restaurant where you get a cocktail when
you sit down, then get wine with dinner.

 Don’t let guests order in stages. Aim to get your table’s full
order all at once while guests are hungry and avoid taking their
entrée orders after they’ve already started eating appetizers,
which is when they’re less likely to order more food. This is why
good servers often put bread on the table after guests order. You
can always blame it on the kitchen!

 Have personalized recommendations ready to go. Don’t just

recommend the most expensive item, have a few favorites in all
price ranges with a specific reason for why you love them. Make
sure you’ve actually tasted the recommendations you’re making
and, while you’re at it, perfect your descriptions to make them
sound as mouth-watering as possible!

 Play up the “FOMO” mentality. If one guest hasn’t ordered an

app and everyone else at the table has, go back to that person
to gently let them know and ask again if they want something.
People often order based on the people with them, so they may
have changed their mind – Fear Of Missing Out!
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 Pace your table. If your guests have ordered a bottle of wine,
finish pouring it before their entrées hit the table. This will
increase the likelihood of them ordering a second (or third!)
bottle.

 Don’t be too busy for the second round. Be sure to ask guests
if they want another beverage before they’ve finished the first –
never leave an empty glass on the table!

 Always drop a dessert menu. Few can resist the temptation of

dessert when it’s dangled in front of them, regardless of how full
they are. Instead of asking guests if they want to see a dessert
menu, automatically bring one over and point out/describe a
favorite item. You can always suggest they take dessert to go if
they claim to be too full or in a rush to leave.

Date Developed: Document No.

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 SELF-CHECK 3.2-5

Enumerate at least five tips on how to suggestively sell.

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 ANSWER KEY

 Get to the table before guests look at the menu.

 Offer a pairing suggestion.

 Don’t ask “yes” or “no” questions. Set the experience

expectation. Don’t let guests order in stages.

 Have personalized recommendations ready to go.

 Play up the “FOMO” mentality.

 Pace your table.

 Don’t be too busy for the second round.

 Always drop a dessert menu.

Date Developed: Document No.

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 INFORMATION SHEET 3.2-6

UPSELLING TECHNIQUES

Learning Objective:
After reading this information sheet, you should be able to:
1. Identify the different upselling techniques

Introduction

Upselling is a common strategy for restaurants to boost their

profits. By training your staff in ways to sell more, you can help their
tips and improve business. Upselling is more than sales; it requires
perception, knowledge and discretion. At its best, upselling can look
less like sales and more like customer service; effective techniques
should be subtle enough to avoid annoying the customer or making
them feel pestered.

Offer More-Expensive Items

A common restaurant upselling technique is to offer more-expensive

items than the ones the customer originally ordered. This tactic is
most effective when it is not obvious. Servers often use this technique
without the customer knowing by offering two choices of liquor
without noting that one is more expensive, for example. In order to
push up the bill, servers should have knowledge of the profit margins
and prices of each item on the menu.

Extras

Many restaurants rely on a simple strategy to sell more: offering extra

items. A fast food restaurant might ask customers if they'd like a
super-sized option or if they would like fries with their meal. A
restaurant server will ask a diner if they'd like to start with an
appetizer or try a special entree. In some restaurants, the extras are
prescribed by management: the chef's special or a new item they want
to push, for example.

Offer Specific Items

Instead of asking customers if they would like additional food or

drinks, it is often more effective to be specific. Restaurants often
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employ the strategy of avoiding generalities that are easy for the
diners to dismiss. Instead of asking if a customer wants dessert, for
example, the server will ask if they want to try the chef's special
dessert and provide a mouthwatering description. This is particularly
effective when the server can see that the customers are wavering; the
delicious details can convince them to go with their desires.

Make Suggestions

When a customer is deliberating on what to order or asks for

recommendations, a restaurant server has the opportunity to upsell
without seeming pushy or irritating. They might name one of the
more-expensive dishes on the menu when asked for a suggestion or
recommend that the customer try a beverage that will complement
their dish. By making helpful suggestions, the customer feels taken
care of rather than like a sales target.

Demonstrate Enthusiasm

One of the most effective upselling techniques a server can use is to

show enthusiasm about the foods they are pushing. When they can
give details about the food and a description of their personal
experience and preference, it can be more convincing than simply
suggesting an expensive item. For this technique to work, the server
should be genuine

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 SELF-CHECK 3.2-6

Enumerate the different upselling techniques.

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 ANSWER KEY

 Offer More-Expensive Items

 Extras

 Offer Specific Items

 Make Suggestions

 Demonstrate Enthusiasm

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 Learning Outcome No. 3 Carry Out Upselling Strategies

CONTENTS:

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:
 Slow moving but highly profitable items are suggested to
increase guest check.
 Second servings of items ordered are offered.
 Food portion or size is mentioned for possible adjustments
with the orders.
 New items are recommended to regular guests to encourage
them to try other items in the menu.
CONDITION:
The trainee / student must be provided with the following:
General categories in the menu
 Meat
 Vegetable
 Dessert
 Beverage
 Entrée
 Seafood

Descriptive words
 Freshly prepared
 Delicately seasoned
 Soft and juicy
 Mouth watering
 Flavorful
 Spicy

METHODOLOGIES:
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  Modular (self-pace learning)
 Electronic learning
 Industry immersion
 Demonstration
 Film-viewing

ASSESSMENT METHODS:

 Interview (oral/questionnaire)
 Observation
 Demonstration of practical skills

Date Developed: Document No.

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 Learning Experiences / Activities

Learning Outcome # 3

CARRY OUT UPSELLING STRATEGIES

Learning
Special Instructions
Activities

Read: Information Read the information sheet. After reading the

Sheet 3.3-3 learner is encourage to answer the self-check.

Answer: Self
Check 3.3-3 Check your answer using the Answer Key

Read: Information Read the information sheet. After reading the

Sheet 3.3-4 learner is encourage to answer the self-check.

Answer: Self
Check 3.3-4 Check your answer using the Answer Key

Date Developed: Document No.

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 INFORMATION SHEET 3.3-3

FOOD PAIRING

Learning Objective:
After reading this information sheet, you should be able to:
1. Identify the different food pairs

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
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 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.

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
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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.

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

Cabernet Sauvignon, Shiraz, Chardonnay,

Game
Semillon

Cabernet Merlot, Cabernet Sauvignon,

Red meat
Shiraz, Malbec
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Food Wine

Poultry Chardonnay, Chenin Blanc, Verdelho

Salads Chenin Blanc, Verdelho, Chardonnay,

Riesling
Antipasto Chardonnay, Rosé

Pasta Chardonnay, Riesling, Shiraz

Cheese platters Cabernet Merlot

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

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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 flavours, 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).
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-flavoured 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

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 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
harmonise 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.
‘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-

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testing dishes and wines, and taking professional advice from wine
experts.

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 SELF-CHECK 3.3-3

What are the questions to be asked before advising customers about

food and beverage selections?

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 ANSWER KEY

 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?

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 INFORMATION SHEET 3.3-4

BEVERAGE PAIRING

Learning Objective:
After reading this information sheet, you should be able to:
1. Identify the different beverage pairs

Introduction

At fine dining restaurants, wine pairing is essential.

Choosing a wine
can often be the most
intimidating part of a
meal, especially if you
are trying to impress
your date with your
knowledge of the finer
things. Fortunately,
the science to wine
pairing isn’t as
complicated as you
might think.
There are many categories which wine can be broken down into,
but it helps to limit your list to four; light to bold, and sweet to earthy.
This is often a key in most fine dining restaurants, and it offers an
idea of which wine pairs best with dessert, meat, cheese, pasta, or
seafood.

Light Wines

Pinot Grigio: Depending on the wine list, a Pinot Grigio can fall
directly down the center of fruity and earthy, or more toward the
earthy side of the spectrum, but one thing is certain, it is light. With
tones of citrus and spice, it pairs best with fish, chicken, and pasta
dishes.
Prosecco: An Italian white frizzante, Prosecco is light and fruity, with
tones of apple, pear, plum and apricot. It is a must for fine dining
restaurants, and pairs perfectly with dessert, fruit, chicken, fish, or

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pasta in white sauce. It also works well as an aperitif, before the meal
begins.
Sauvignon Blanc: With a unique earthy, buttery, and citrus flavor
rolled into one, Sauvignon Blanc pairs best with shellfish, such as
oysters and mussels. It also works well with pork, chicken and fish.
Riesling: A very fruity white, with notes of pear, plum, apple, and
apricot, this German favorite pairs well with lobster, shellfish, fish,
chicken, or as an accompaniment to the cheese course.
Chardonnay: Possibly, the most floral of the whites, Chardonnay
lands very close to the crossroads between light, bold, sweet, and
earthy, making it a perfect pairing for a variety of ingredients. Most
chefs classify this buttery, oaky white as a light and fruity wine due to
the notes of vanilla and
pear. It works well as a
pairing to meals seasoned
with garlic. Fish, lobster,
pork and chicken eat well
with it.
Pinot Noir: Light wines are
made u p almost entirely of
whites, this is due to the
complexity and depth of
most reds. There is, however, one red that makes the list of light
wines, leaning toward the earthy side. Pinot Noir, which normally
carries hints of berries and cherries drinks well with the smoky flavors
of barbeque, the earthy flavor of mushrooms, and the rich flavors of
beef or roasted chicken.

Bold Wines

Malbec: Oaky and sweet, this red sits close to the border between
light and bold. It pairs best with lamb, stew, beef, or the smoky flavors
of barbeque.
Zinfandel: Unique in its hints of spice, chocolate, and blackberry,
Zinfandel is a popular pairing for dishes based of pork, beef or
sausage.
Chianti: An Italian wine, produced in the Chianti region of Tuscany,
this beverage has pronounced notes of cherries, and carries a spicy

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finish. It pairs well with tomato based dishes, stews, pasta and
charcuterie.
Cabernet Sauvignon: An extremely bold red, holding notes of cedar,
chocolate, and currant, Cabernet Sauvignon lends an extremely
satisfying finish to meals made with game meats, beef, or chicken. It
also pairs well with smoky and tangy barbeque.
Shiraz: Earthier than it is fruity, Shiraz boasts tones of vanilla,
currant, and blackberry, with a spicy, oaky finish that works on a
number of levels. Another red which pairs well with game meat, it also
provides a companion to stews, beef and lamb.

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 SELF-CHECK 2.2-3

Direction: Write T if the statement if true, and F if it is false.

1. An Italian white frizzante, Prosecco is light and fruity, with

tones of apple, pear, plum and apricot.

2. Sauvignon Blanc works well with pork, chicken and fish.

3. Chianti is a popular pairing for dishes based of pork, beef or

sausage.

4. Zinfandel pairs well with tomato based dishes, stews, pasta and

charcuterie.

5. Shiraz provides a companion to stews, beef and lamb.

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 ANSWER KEY

1. T

2. T

3. F

4. F

5. T

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