DIPLOMA IN FOOD AND BEVERAGE SERVICE

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UNITS

Page 3-9- Unit 201 Understand The Hospitality Industry

Page 10 – 12- Unit 203 Provide Guest Service
Pages 13-17- Unit 206 Understand Own Role In Self Development
Page 18- 32- - Unit 221 Menu Knowledge
Page 32-46 - Unit 222 Deliver Food And Beverage Service
Page 47-51- Unit 223 Prepare Beverage For Service
Page 52-66 Unit 224 Product Knowledge For Hot, Non-Alcoholic Beverages

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UNIT 201
UNDERSTAND THE HOSPITALITY INDUSTRY

MEMBERS OF THE RESTAURANT TEAM

Restaurant Manager: Has overall responsibility for all aspects of managing the restaurant
including food and beverage.

Maitre d’Hotel: Oversees the restaurant, saying what tables need to be set to meet bookings,
liaising with the restaurant manager and managing the restaurant staff.

Head Waiter: Oversees the work of the restaurant staff during service, ensuring customers
are served in a timely fashion and dealing with any problems. The head waiter is often the
same person as the Maitre d’hotel, depending on the size of the establishment.

Executive Chef: An executive chef oversees the daily operations of restaurant and hotel
kitchens, This may include training and hiring also overseeing kitchen staff, and ensuring a
high-quality cost-effective product also known as chef manager or head chef.

Head Chef: Head Chef controls and directs the preparation process of the kitchen.
Constructing menus with new or existing culinary creations ensuring the variety and quality
of the servings. Approving and polishing dishes before they reach the customer.

Sous Chef: Sous Chef works alongside with the head chef to manage daily kitchen activities
including overseeing staff , aiding with menu preparation, ensuring food quality and
freshness and monitoring ordering and stocking. Provides meal quality and consistency by
following designated recipes.

Chef De Partie: Chef de partie is a station chef, chef in charge of a particular area of
production in a restaurants. In large kitchens, each chef de partie has several chefs or
assistants. These chefs oversee the maintenance of their stations by making sure that their
stations produce a good quality of food at all times.

Specialist (Patisserie): Patisserie is a station pastry chef .In a hotel or a big restaurant kitchen
(professional kitchen), skilled in making of pastries, desserts, breads, and all other baked
goods.

Commis Chef- A commie chef assists the chef de pate. In helping with what ever is needed
in the kitchen during service.

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Kitchen/Catering Assistant: A catering assistant is responsible for assisting with preparation
and serving of all meals and sometimes beverages to customers. Making sure all working
areas are clean at all times. By following health and safety regulations.

Apprentice/ Trainee: Apprentice chef works alongside qualified chefs assisting in all aspects
of food preparation and production. It is a training position and is bound by the terms of
reference contained within the training contract.

Kitchen Porter: A kitchen porter washes dirty dishes, utensils, and other cooking equipment,
assist chefs with basic food preparation and ensure that the kitchen is clean at all times.

Kitchen/Catering Manager: A catering managers responsibilities include planning food and

beverage menus, scheduling shifts and coordinating food preparation and serving during
events. To be successful in this role, you should have work experience in catering or
hospitality and solid organizational abilities.

Chef De Rang: A section head waiter – looks after a group of tables or section, depending on
the size of the establishment.

Aboyeur: This literally means “barker”. He shouts the orders in the kitchen and manages the
pass, where finished dishes are collected by the waiters, to ensure efficient service.

DIFFERENT JOB ROLES AND RESPONSIBILITIES IN FRONT OF HOUSE

SERVICE

Front Office Manager: The key responsibilities are managing and training the concierge,
night auditor and team of receptionists, ensuring the front desk provides a professional and
friendly service for customers. Dealing with customers, including handling complaints when
they come to the desk.
Concierge: A concierge’s main responsibility is to assist guests with everything they need,
from making dinner reservations to acquiring tickets for special event, they basically act as a
personal assistant to guests during their stay at the hotel.
Porter: A porter’s job is ensuring that all guests receive a warm welcome as they approach
the front door and reception area of the hotel. Ensuring all meeting rooms are set up to the
guests’ specific requirements. Taking guests to their rooms and conducting a full room
orientation if required.

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Sommelier: A specialist wine waiter. In a good quality establishment, this role extends to
identifying suitable wines for the wine menu, meeting suppliers, ordering stock, and on a
day-to-day basis providing customers with detailed information about suitable wines to go
with their menu choice.

Bar Tender: Responsible for the setting up of the bar area, restocking of drinks, glasses,
garnishes and general neatness and maintenance of the bar.

Cocktail bar tender/Mixologist: They are responsible for the extent of garnishes and
equipment, the knowledge and expertise of mixology of cocktails and, in some cases the
development of new cocktails.

Bar Back: Assists the bar tender. May be a trainee. Helps restock drinks during service,
supports pouring of drinks for a group of customers, collects glasses and general help.

Barista: Someone serving non-alcoholic hot beverages. They need a good knowledge of
making coffee, tea and hot chocolate, using specialist equipment. They may also make
milkshakes and smoothies.

Waiter/waitress: Waiter/waitress responsibilities include greeting and serving customers,

providing detailed information on menus, multi-tasking various front-of-house duties and
collecting the bill. They are able to perform well in fast-paced environments.

Cashiers: The main responsibilities are to reconcile orders that have been taken, in order to
prepare bills. They deal with customer payments and reconcile the till at the end of service.

Receptionist: The receptionist’s function is to potentially take bookings depending on the

booking service. This may include following up to confirm or remind about online restaurant
reservations. They deal on a one-to-one basis with the hosts during larger functions, greet
customers, helping with looking after customers’ property such as coats and ensuring the
final impression of the customer is the best one.

IMPORTANCE OF CUSTOMER SERVICE IN THE HOSPITALITY & CATERING

INDUSTRY

It is very important to have a good product knowledge, it helps with upselling and helps you
assist customers. Good product knowledge can keep a customer coming back or never
coming back at all.

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Communication

• Face to face – Best option. You can see the person, body language and hear clearly.
• Telephone – You must be polite. You are the only impression at that point. Make
notes: Name, contact details, reason for calling. You need to understand the customer
and their reason for calling.
• Writing – Memorandums (written messages). Clear and legible writing, make sure
your writing is well understood.
• Email – Most common. Use the correct format, be professional and always use full
words and sentences, no abbreviations.

IMPORTANCE OF ORGANISATIONAL PROCEDURES

Set a standard. Ensure that the correct training is done. You need to know how to approach
situations and can help deal with difficult situations. Teamwork is a big part of the
organisational structure as there is no organisation without a team.

Customer Service

To provide good customer service, you need to be able to meet the customers’ expectations.
Everything you say and do is detrimental to ensuring good customer service. You need to be
polite, approachable and pay great attention to detail. Therefore, the way you carry out tasks,
provide insight on the products being sold and anticipating the customers every need is
vitally important on the impact being left on the customers, and a long lasting good name for
the business. Always be positive and wear a smile for your customers.

Personal Presentation

Leave a positive first impression on the customers. The way you present yourself; from the
uniform you wear, to the attitude and the energy you give off. You are a representative of the
establish you work for and therefore have a duty to carry yourself in the appropriate manner.
Be confident in what you do, it always shows.

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Customer needs

• Information – You need to be knowledgeable about the menu, so you can give the
customers the correct information
• Assistance – Attention to detail. Pay attention to the needs of your customers to be
able to provide assistance when needed.
• Value for money – Great food, great service. Customers need to feel like it has been
worthwhile dining at your establishment because they received great service all round.
• Special requirements
• Dietary requirements

Factors
There are a lot of determining factors to whether customers come back or not:

• Prices
• Value for money
• Reputation of the brand
• Past experiences of customers

Dealing With Customer Complaints

When a complaint is made by a customer, how you deal with it is very important. Listen
correctly to identify the problem being brought forward. It is always advisable to stay calm
and apologise to the customer. The customer is king and is always right. Always get your
superior if it is a problem that you cannot deal with before the problem escalates. You
always want the customers to come back even after a misunderstanding.

Complaint Handling Procedures

Most companies have a procedure in place to help waiters deal with complaints. Complaints
are usually recorded and reviewed so that everyone can learn from the problem and avoid it
in the future. There is always a hierarchy that needs to be followed when handling
complaints. Your superiors always need to be informed about complaints being made.
Communication is important so that there is no backlash coming from either the customer or
your superior to you.

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Constraints When Handling Procedures

You cannot spend too much time or money on one individual complaint. It is always
advisable to try and find alternative solutions to the problem and never overstep your
boundaries – know what you are authorised to do and what you need to involve your
superiors in.

Use A 4 - Step Process To Handle Guest Complaints:

1. Hear them out: Listen and do not interrupt. Do not say "That's not my job" or "You'll
have to talk to the manager". Let the guest tell the whole story.

2. Empathise: Make them know that you understand their anger or frustration. Apologise
without admitting liability. Do not make excuses. Do not blame another person or another
department.

3. Take Action: Rectify the problem. Handle the complaint personally if possible but get
help from your supervisor if you can’t solve the problem. Offer alternatives but know the
hotel policies and do not offer something a staff member cannot deliver. Try to turn the
unsatisfied guest back into a satisfied guest, i.e. turn a complaint into a compliment.

4. Then thank the guest for bringing the matter to your attention.

5. Record the complaint and pass on to supervisor or line manager.

Evaluation Methods

• Customer questionnaires
• Oral feedback
• Letters/comments book
• Email
• Telephone
• Website comments

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Customer Types

• Internal – from the company (staff).

• External – not related to company.
• New – walk-ins, who may have stumbled on establishment, maybe new to the area.
• Existing- regulars.
• Potential – people who might have just learned about the establishment and have come
to check out the scene.

Incidents

• Difficult customers
• Intoxicated customers
• Communication difficulties – language barriers

Complaints

Service Product

Slow Prices

Inadequate – waiter in incapable Expectations are not met. E.g.

McDonalds

Rushed – waiter impatient with

customer taking their time or even
giving them the bill before it is
requested

Rude staff

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UNIT 203
PROVIDE GUEST SERVICE

Setting up and breaking down a restaurant are as important activities as the actual service
itself. Without setting up properly, the restaurant or food service establishment will not run
correctly, will not meet hygiene or health and safety standards and will ultimately be a
difficult place to work in.

To set up a restaurant first the room must be prepared, then the tables and chairs are set in
place. After that the tables themselves are set up depending on the type of meal to be served
and the style of restaurant. The other areas that need to be prepared are the waiters stations
and the still room.

After service has finished everything must be broken down and cleaned .this is important as
the preparation for the next service will depend on everything being cleaned and ready to
start again

Preparation is one of the most important tasks to be carried out in a restaurant. Ideally the
entire room needs to be set up prior to each service. The preparation of a restaurant can also
be referred to by the French term MISE EN PLACE, which can be shortened sometimes to
MEP, The first task that needs to carried out is to clean the entire room, This is either carried
out by the waiters depending on the establishment or there may be cleaners engaged to
undertake this task

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KEY WORDS

Cover
The number of people at a table

Still Room
Area in a restaurant , normally , but not always , in the kitchen .The area is used to prepare
bread items and hot beverages

Waiters Stations
Sideboards within the restaurant that waiters use to prepare and store items for service.

Mise En Place
French term for setting up the restaurant.

Table Seating
The term used for an individual’s cutlery and glasses on the table.

Tablecloths
The cloths used to cover a table.

SERVE FOOD AT THE TABLE

Introduction

How food is served at table to a customer differs depending on the type of establishment.
This chapter will cover the main topics which are essential to food service in any
establishment: greeting customers ,giving them menus, taking their order accurately,
preparing their table ,serving and clearing the dishes. Finally, taking their dessert and coffee
order then giving them the bill.

One of the most important things to remember is that customers come to a restaurant to enjoy
the food, ambience or company of ithers. They do not expect to be entertained by the waiting
staff; therefore service should be hospitable and unobtrusive.

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Guest Arrival

From the moment that guest arrive in a restaurant their first impression is often the one that
will set the tone and standard for the rest of their stay. Therefore it is vital that the they are
greeted in a manner appropriate to the establishment. It is good practice to look each
customer in the eye and smile as they arrive. The wording that is used to greet a customer is
important, salutation can often be forgotten, so greeting good morning/afternoon or evening
is a pleasant start to the interaction. Too often guests are greeted immediately upon arrival.

(https://www.coastlinenservices.com)

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UNIT 206
UNDERSTAND OWN ROLE IN SELF DEVELOPMENT

INTRODUCTION
As students we are continually learning New things. Whether your learning through your
food and beverage. Academics employment, volunteering, or day-to-day life experience- its
an ongoing process.

Personal development on compasses activities that improve us a personal level, including

improving awareness and identity, developing skill and talents, outlining goals and reaching
our full potential. The personal development process can be intimidating but not to worry.
We have compiled valuable resources to help you get started on your journey of personal
development.
SELF ASSESSMENT SELF DISCOVERY GOAL SETTING

Ethics In The Kitchen

What are culinary ethic? The right culinary school offers more than just cooking skill; It
includes training in restaurant ethics , as well if your talking about the legal or medical
profession, Ethics are a pretty prominent matter and all professionals are trained to handle
them.

From client confidentiality to doing no harm, Your responsibilities tend to be clear.

However, in a restaurant setting ,ethics and business sense blur the lines a little. Of course
you want to put out the best food possible but what does this entail? And what do you have
to sacrifice to do it? Although each restaurant or company will have its own ideas about what
kitchen ethics are, Here are few industry standards you can expect to encounter along the
way.

Tap Into Local Resources

Yes, it may be cheaper to order wholesale ingredients from a large manufacturer or from a
company that can offer you a great discount. However, by contributing to the success of
local farmers and focusing on fresh ingredients in your area, you can sustain the local
economy and also put out a product that is appealing to healthy and eco-savvy consumers.
Obey all food and safety and sanitation Laws

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The ten -second rule shouldn’t exist in your kitchen , and its never okay to endanger your
patrons with unsafe food or food storage. Not only are there legal ramifications to bad
sanitation practices, but it can impact quality and your image as well.

CONTRIBUTE TO EFFECTIVE TEAMWORK

Key Words
Colleagues
People who work at the same level as yourself in your own organization or other
organizations, and staff whose work you are responsible for.
Communication
Giving and receiving information, listening and understanding
Confidential Information
Information that you should only share with certain people, for example, your manager or
personnel officer.
Customers
These include individual clients, plus other department within your organization and
external organizations to whom you may provide a service (internal and external users of
your service).
Limits Of Your Job Role
What you are and are not allowed to do in the workplace.
Feedback
Giving colleagues and team members your assessment of the positive and negative aspects of
the way they work and potential outcomes from set objectives.
In Writing
For example, short memorandums and messages.
Prioritizing
Placing your aspects of your work in order of the most important.

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INTRODUCTION
Working within a team environment involves many process skill, interpersonal skills and
personal qualities. These skills are important to the effectiveness of the team when
undertaking various projects (e.g. preparing for a large function). It includes co-operation
with your employer, owner or manager to ensure that health and safety procedures are
always followed.

Working As Member Of A Team

One of the most vital skills any employer will seek is the ability to become a valued member
of a team. Therefore the skills shown below are essential in the contribution to the
effectiveness of a team and its overall performance.

Process Skills
• Target setting
• Planning
• Clarifying roles and responsibilities
• Organizing
• Obtaining resources
• Reviewing the work.

Interpersonal Skill
• Teamwork and supporting co-workers
• Communicating ideas and needs
• Listening to others.
• Showing assertiveness.
• Negotiating support.
• Asking for help and feedback
• Handling disagreement and conflict.

Personal Qualities
• Reliable
• Confident
• Empathetic
• Self-aware
• Open to feedback
• Willing to learn from experience.’
• Persistent
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Effective teamwork is an essential ingredient in all successful organizations. The traditional
restaurant team has always been a strong team that is usually made up from smaller groups
with specific tasks and roles. Nowadays these traditional hierarchies have given way to
flatter structures and waiters and waitresses have become more multi-skilled. Some teams
can be relatively permanent, repetitive tasks and familiar work mean that each team member
has a fixed role. Experience shows that team working increases creativity, makes the most of
a range of skills and knowledge, improves understanding, communication and a sense of
shared purpose and overall it will improve efficiency.

Organizing Your Own Work

Planning is a crucial part of work in a front-of-house operation and in the workplace
generally. In order to complete a task effectively and on time planning is always involved.
Larger tasks will need to be broken down into smaller sized, more manageable tasks, with
milestones along the way. planning needs to be undertaken to:
• Identify what needs to be done , when and by whom.
• Help to foresee any potential problem so plans can be developed on how to tackle
them.
• Provide a method for monitoring and controlling work, helping to ensure that things
are done to the correct standard and on time.
• Individuals must have clear objectives and outcomes so that all members of the team
are clear about the goals of the service of food and drink.
• Preparation(mise-en-place)must have a start time and realistic end time to ensure that
they do not overrun.
• Tasks can be broken down into a sequence of smaller tasks so that they can be tackled
by the team more effectively.

Support The Work Of Your Team

• Listen to the opinions of others.

• Respond in an appropriate manner to the feelings of other people if there are
disagreements.
• Offer support and encouragement to team members in times of difficulty
• Each member of the team work to his or her own strengths
• The workload is evenly distributed amongst the team.
• Decide who is accountable for which tasks
• Have a fully Negotiated agreement among the team.

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Team often have to agree targets and plans when preparing a luncheon special function or
dinner. The most effective plans have smart targets that clearly set out what needs to be
done to achieve the targets. The acronym SMART Is often used to describe an effective
target.

Smart Targets
• Specific- Outlining exactly what the group aims to do, rather than expressing vague
general aims
• Measurable- Outlining how the group will know it has met the targets and what
evidence will show this
• Achievable-Challenging for the group, but not too difficult
• Realistic – The opportunities and resources should be available
• Time-bound – There should be both interim and final deadlines

Communication Skill
To become effective in communication such as speaking and listening ,you should have an
understanding of non-verbal communication (NVC),OR BODY LANGUAGE.

1 Touch: greetings, agreements, apologies, goodbye

2 posture: sitting of standing straight , learning forward or back
3 Proximity: distance between people, personal territory
4 Dress: clothes, hair, appearance
5 eye contact: indicates interest and attention or the opposite
6 Hand gestures: agreement , disagreement , impatience, welcome

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UNIT 221
MENU KNOWLEDGE

What Is The Purpose Of A Menu?

A menus content creates an image, reflecting the style of cuisine that an establishment offers.
When creating a menu bear in mind that it reflects what type and style your business is going
to be. It is imperative that all waiters know the menu in order to describe and sell all dishes
to customers. The waiter must understand ingredients used seasonally and the different tastes
and textures of the food as well as the health and cultural issues related to dishes.

Communication

A good menu will inform customers about:

- The price and any extras that have been paid for.

- The quality of the dish e.g. fresh green beans, locally sourced best beef, prime rib of beef,
freshly cooked.

- An indication of the size of a dish, e.g. 10-inch pizza, 300g rump steak.

- Preparation e.g. grilled, pan-fried, roast.

- Ingredients used.

- Explanation of foreign or unusual items.

- What is served with e.g. baked potato, salad.

- Suitable for special dietary needs e.g. vegan, diabetic.

Style

Style of your menu depends directly on the type of establishment.

- Bistro menus may be presented on a blackboard generally.

- Pub menu may stand on the counter.

- Pub restaurant menu per table and a specials board.

- In formal establishments the menu is presented when seating customers

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Using A Menu As A Planning Tool

A Menu Dictates:

- What the chef should order.

- What the kitchen needs to prepare and finish for service.

- To the waiters what is available.

A Menu Plays A Major Part In:

- Working out the cost of dishes.

- Deciding on the charged price.

- Working on staff requirements and resources needed.

- Deciding what service type to be used.

A good menu consists of a balance of traditional and modern dishes, a well-designed menu
will:

- Balance the choice of dishes within courses e.g. a 5-course menu needs to have controlled
smaller portions different to a 3 course.

- Dishes to all have a good base nutritional value, including healthy options.

- Balance expensive ingredients (foie gras and truffles) with cheaper ingredients (potatoes).

- Have a variety of dishes available for customers.

- Incorporate a variety of ingredients, flavours, textures, seasonings and colours.

- Use a variety of cooking techniques.

- Offer less good-quality dishes instead of many low-quality dishes.

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Legal Requirements Relating To A Menus

The following legal points apply to menus:

- The description of ingredients and cooking terms must always be true and accurate.
Particular care must be taken when using words such as: British, home-made, fresh and
organic.

- The prices must be accurate.

- Additional charges e.g. service charge, should be included in the menu prices or clearly
stated in the menu.

Factors - Menu Style And Design

Setting - Fine dining/ casual/ themed.

Ambience - Atmosphere.

Menu - Match setting of menu to the restaurant.

Food/drink - Variety(options)/ pairing foods and drinks/ demand.

Food service - Menu knowledge, placing orders correctly to kitchen, put down orders
correctly in front of customers.

Wine service - Wine menu knowledge, wine pairing with foods, how to serve wine.

Style/design - Matches setting of the restaurant, fonts, target market.

Reception - Approachable, friendly and neat, attentive and observant.

Technical ability/ awareness - Does the menu challenging and interesting, being aware of
menu and establishment.

Perceived value - Customers want what they pay for.

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Menu Style

Special - Specials, seasonal products, local products, catch of the day/ line fish special.

Blackboard - Black boards written with chalk, can easily be changed, spelling may be a
problem.

Traditional - Starter, main, dessert with options of each.

Contemporary - Breakfast and lunch served all day. Menu can be upsized or downsized.

Verbal - Very rare, in small restaurants, waiters explain the whole menu verbally.

Types Of Menus

Table d ‘hote - “Table of the host” very little or no choice, usually a set menu, standard
price.

Fixed price - Same a table d’hote.

A la carte - A variety of dishes individually priced.

Breakfast/lunch/dinner- Offer food for specific times.

Function menu - Catered for a specific function.

Afternoon tea - Speciality coffees, scones, pastries, petit fours.

Snack menu - Chips, bite size snacks, baskets.

Information On Menus

Description - Of drink/ food items available.

Dietary information -

*Lactose intolerant- no dairy, butter, cream or cheese.

*Low sodium- eat food with less salt, stay away from salty food such as ham.

*Celiac disease- avoid gluten, sauces and dressings.

* Diabetes- sugar free/low sugar depending on the client.

*High cholesterol- avoid animal fat and fried food. Eat lean meat, steamed and boiled food.

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*Low fat- eat lean meat and low-fat products and cooking methods.

Accurate sourcing - Live fish fresh or salt water, chicken free range or not.

Price measuring – Prices stated per item.

Portion size and measurements – Weights of items example steaks, how much beer in a glass
or soup per portion.

Legal requirements – Items on the menu must be served and charged as indicated to the
customer. Example you cannot change salmon to another fish without telling the customer.

Principles Of Designing A Menu

Colour - Use various colour, the eyes eat first, and you never get a second chance to a first
impression.

Texture – Use a variety of textures on each plate and throughout a menu. It helps enhance the
taste and experience.

Flavour – Serve lighter meals before heavy meals. Balance flavours.

Cooking methods – Use different cooking methods, it enhances the plate, taste, flavour,
colour and experience.

Ingredients – Use different ingredients, repetition is boring.

Name the dish – Clear description of ingredients and cooking methods.

Design – Needs to match the restaurant.

Commodities - Allows customer preferences example different types of seafood, meat and
veg.

Seasons – Ingredients in season are trendy, cheap and easily available.

Establishment philosophy – The image of your restaurant and what customers expect.

Dietary requirements – Wide range of diets depending on personal preference or religious

beliefs.

Vegan – Vegans are individuals who avoid animal products for ethical, health, or
environmental reasons. Or a combination of the three instead, they eat various plant foods,
including fruits, vegetables, whole grains, legumes, Nuts, seeds, and products made from
these foods.
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Vegetarians- a vegetarian is someone who does not eat any meat, poultry, game, fish ,
shellfish or by products of animals’ slaughter. Vegetarians diets contain various levels of
fruits vegetables, grains, pulses, nuts and seeds.

Types Of Vegetarian Diets

Lacto – Vegetarian diets exclude meat, fish, poultry and eggs, as well as food that contain
them. Dairy products, such as milk, cheese, yogurt and butter are included.

Ovo- vegetarian- This is a diet that excludes meat, poultry, seafood and dairy products, but
allow eggs

Lacto-ovo -vegetarian diets exclude meat, fish and poultry, but products and eggs allow
dairy

Pescatarian- diets exclude meat and poultry, dairy and eggs. But allow fish

Religious Beliefs

Christianity – Varies depending on the time of the year.

Buddhists – Many are vegetarian, they don’t drink alcohol and don’t harm living things.

Hinduism – Many are vegetarian due to the pain inflicted on animals during slaughtering.
They don’t eat beef because cows are sacred.

Hala- hala is Arabic for permissible. Hala food is that which adheres to Islamic law, as
defined in the Koran. The Islamic form of slaughtering animals or poultry, dhabiha, involves
killing through a cut to the jugular vein, carotid artery and windpipe.

Kosher – Is a term used to describe food that complies with the strict dietary standards of
traditional Jewish law. For many Jews, kosher is about more than just health or food safety.
It is about reverence and adherence to religious tradition.

Fruitarian – Is a subset of dietary veganism that consists of a diet of entirely or primarily

fruits in the botanical sense, and possibly nuts and seeds, but without animal products.
Fruitarian diets are subject to numerous criticisms and health concerns.

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Approaching Customers

• Be friendly and approachable. Give a positive impression of yourself and the

establishment.
• Inform customers about the menu, establishment and surrounding areas.
• Help speed up service.
• Promote sales / upselling.

Menu Knowledge

Dish Composition – What the dish contains.

Ingredients – For allergies, diets, religious beliefs, etc.

Cooking Methods – For health-conscious people, know what other cooking methods are
available.

Cooking Terms And Techniques – It is what it says it is. Know what the technique is.

Dishes

Dishes that are cooked or served to a customer’s preference -

*Type and cut of meat

*Carved meat

*Eggs

Cooking Methods

Steaming – Cooking with steam.

Grilling – Using a grill.

Poaching – Submerged in water.

Broiling – Like grilling.

Griddling – On a griddle.

Roasting – Cooked in an oven.

Baking – In an oven.
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Frying – Shallow frying/ deep frying.

Stir Fry – Over a high heat while stirring.

Sauté – Fry quickly in hot fat.

Flambé – set alight with alcohol.

Papillotte – Italian method of cooking. Food is put into a parcel or pouch and baked, can
have added moisture such as water, wine or stock.

Customer Queries

• Sequence of food.
• Dish content.
• Ingredients.
• Timing for cooking.
• High allergy foods.
• Foods linked to medical conditions.

Suggestions / Upselling

• Specials.
• Side orders.
• Customer preferences.
• Restrictive diets.
• Drinks to accompany foods.
• Alert customers about shortages.

Preparing And Cleaning Food Service Areas

Importance Of Preparation

In the food service industry regardless of what establishment you run it is vital that you are
prepared. This relates to your menu preparation as well as front of house service. All service
types require different forms of preparation whether it be counter service or an A La Carte
style one. Preparation is to ensure efficient service and production hence helping both staff
members and customers alike for efficient service. For this to happen one needs to know
what equipment is required for which ever service is being rendered as well as knowledge on
the use and application of said equipment.
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This also entails to correct uniform to be worn in select service areas such as chef’s uniforms
in the kitchen waiters with aprons and wine openers. Staff members working in said areas
should have the correct training and understanding of what is required of them. All people
working in these areas should be trained in food hygiene and, ideally, should hold a current
food hygiene certificate.

Information needed before preparing for a food service session

In order to prepare for service, waiting staff need to have the following info:

- Number of customers booked in or expected number of arrivals if there are no

bookings.
- The menu/menus being offered.

Number Of Customers

If an establishment take bookings, the reservations list will contain the info about the number
of customers who have booked. If a business doesn’t take bookings, they estimate numbers
on the previous week’s numbers generally. Also public holidays and special events need to
be taken into consideration.

Menus

Majority of preparation is based around the menus in place for waiter and kitchen staff alike.
It gives info on the food and drinks being served. This information helps the waiters to
identify what settings are required of them as well as equipment to be used.

Types Of Menu

The menu/menus to be served could be:

- Table d’hôte menu.

- A la carte menu.
- Function/banqueting menu.

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Promotional Materials

Promotional materials are used to promote and sell product by sparking interest. Successful
promotion helps sales by helping the customer to make a choice before being served.

Promotional materials on display should be suitable for the time of day. In order to promote
dishes said promotions should be displayed in a clean and attractive manner. Keep
promotions boards up-to-date.

Promotional material include things such as:

- Menus
- Posters
- Blackboards/whiteboards
- Illustrated menu boards
- Additional promo ideas

Menus

Menus that are visually appealing help promote the business and the establishment. The
menu should be laid out clearly, with correct prices and spelling, as well as displayed at
suitable times of the day. Menus should always be neat and tidy and replaced if looking
tattered.

Descriptions of dishes should be accurate and encourage sales due to the use of adjectives.
Display select dishes on a specialized menu or table talker to add impact. Depending on the
nature of the establishment the menus will displayed in different ways in order to promote
dishes. Menus draw interest when they cater to all needs as you have a broader customer
base being satisfied, e.g. A vegan friendly menu, or gluten free meals as well, cater to the
niche markets.

Posters

The purpose of posters is to shout about products/promotions being offered. Otherwise

customers wouldn’t know. A poster could be an enlarged version of the menu or offer on
display outside the establishment or on the way in. This allows customers to know what’s on
offer.

Posters need to be clear and eye-catching and will attract attention if placed correctly to
entice customers to purchase what’s on offer. Posters can be linked with sponsors of
products.

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Blackboards/Whiteboards

Are generally used on the exterior of the premises or displayed at the entrance to the venue,
to display current offers or upcoming events.

Sometimes specials are displayed on the boards like chef signature dishes and special so the
customers are drawn to said dishes as they walk in. Boards should be checked and updated
on a regular basis to avoid disappointment of stock running out. Also boards should be
interesting and eye-catching and clear so as to be easy to understand and draw attention, as
well as descriptive to draw more attention.

All info displayed in the board should be up to date and correct.

Illustrated Menu Boards

Photographs or drawings of all dishes are displayed for the customers to view. Many
establishments employ this e.g. MacDonald’s and KFC, they are selling dishes through a
visual orientated helping the customer to choose.

These promote products prior to service. At the point of service, the staff can then promote
by suggesting daily specials, offering additional items and extras or upselling the customer.

Illustrated menu boards can be understood by speakers of any language. They therefore
overcome language barriers hence helping promotions and being universally effective.

Vouchers And Loyalty Cards

All establishments have one common goal, for customers to come back. To encourage this,
vouchers are given out to customers who spend over a set amount, these vouchers often
extend discounts on next meals or certain items are offered for free of charge.

A loyalty card offers rewards for repeated visits, the card is generally stamped each time
customers return to the establishment or have a meal over a set amount. Once they’ve
accumulated the correct amount of stamps the next meal is complimentary.

Gifts

Family restaurant generally use this as a pull factor, due to them giving out hats, crayons
colouring books etc. to encourage families to return hence creating customer loyalty.

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Additional Promo Ideas

Such ideas may include the attractive aromas of coffee and or freshly baked bread. Also food
displays are set up for aesthetic appeal, such as cake display fridges or cake stands, as well as
elaborate fruit displays. Food should be positioned in such a way that labels can be read
clearly for description of food items and so on.

Counter service establishments generally place certain items strategically for customer
convenience such as Danish pasties placed next to the coffee station. As well as promotional
notices placed perfectly to lead to offers further on enticing curiosity, such displays can
encourage impulse buying hence more money for the outlet.

PREPARING THE SERVICE ARE AND EQUIPMENT FOR SERVICE

Job Rota

Many businesses draw up a job rota. This is a list showing what is required in terms of
preparation and set up for each shift. These are organised in a way to best suit the business
and staff in such a way that there is no short staffing and so on.

Generally this entails:

- Cleaning crockery, cutlery and service equipment.

- Cleaning and stocking hotplate.
- Cleaning and preparing the still room.
- Cleaning the dining room.
- Preparing cutlery and flatware if required.
- Preparing sideboards.
- Laying our linen.
- Laying tables.
- Cleaning and polishing glassware.
- Preparing condiments.

Service Equipment

Crockery used plays an important role in the presentation of food. It must be carefully
chosen; the following should be taken into consideration.

- Design – nowadays this is increasingly important, the design effects the style of the
restaurant.
- Weight – It mustn’t be too heavy for carrying.

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 - Shape – it must be suitable for waiters to clear and carry easily.
- Durability – the lifespan of the crockery will affect the costs.
-

The Hot Plate

The hot plate or the pass is the area where the waiting staff are able to communicate with the
kitchen staff this part of the restaurant is the dividing line between FOH and the kitchen
staff.

The Still Room

In a traditional establishment, the still room provides all the food and equipment that the
kitchen does not supply to the service staff.

It is used in the prep and storage of:

- Beverages: teas, coffee, hot chocolate.

- Assorted fruit juices.
- Milk, cream.
- Sugars.
- Butter and butter alternatives.
- Prepared bread items.
- Assorted toasts.
- Biscuits and/or cheese.
- Teacakes and scones.
- Sandwiches.
- Preserves.
- Cereals.
- Condiments.
- Dry seasonings and flavouring.
- Accompaniments.

Preparing the customer and dining areas for service

Cleaning the dining area

The dining area needs cleaning both before and after service. This includes things such
as:

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 - Wiping down all surfaces
- Vacuuming the general restaurant area
- Cleaning and dusting of chairs & tables etc.
- Mirrors and glass surfaces must be polished
- Door panels and windowsills should be wiped down
- Check and clean all visible equipment in the restaurant

Room Layout

The reservations book should always be checked. Tables and chairs should be positioned in
accordance with the bookings and requirements. A function set up will also vary depending
on the number of covers and courses to be served. When planning a room layout, one should
consider the following factors:

- Fire exits – should be clearly marked and allow access to customers from all tables
- Customer requirements – such as disabled customers and children
- Customer requests – such as a window seat.
- Customer privacy – correct spacing between tables
- Kitchen service doors- allow space for waiter to go in and out, and to separate
customers from operational noise
- Traffic flows – the movement if waiters to and from the kitchen / service area
- Space allowance between two guests – allow the service at tables to be comfortable
for guests
- Chair widths – the space allowance from table to chair back once guest is seated
- Customer entry points – space allowed for entry to and from the dining area
- Access to toilets
- Visual impact – does the room look welcoming
- Max Capacity – how can you use utilize space to cater for walk-ins

Reading The Menu Carefully

Reading the menu carefully is important so that everyone in the front-of-house understands
implicitly all of the dishes on the menu. The menu is the primary sales tool for any restaurant
operation, and it follows that product or menu knowledge is important. Aside from issues
concerning allergies, special diets or preferred tastes, astute customers will expect the
waiting staff to have a thorough understanding of all dishes both in terms of ingredients,
preparation and cooking . Good Menu knowledge is an essential aid to the sales process
which provides an opportunity to up sell more profitable dishes or match a wine to any
particular
( A strong knowledge of the menu will help guests to make informed choices and enhance their enjoyment of the meal )

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Identifying The Tools And Equipment Required

As a menu is studied before service, The waiter should be making a note of which cutlery ,
crockery, glassware and service equipment will be required for each dish. If a specific piece
of service equipment is not available, can another one be substituted without jeopardizing the
service of a particular dish.

Gathering The Necessary Accompaniments

Once the dishes on the menu have clearly been established and the tools and equipment are
readied to professionally serve each dish, other potential accompaniments to each dish
should be prepared for service. For example ,any classical accompaniments should be
gathered beforehand to prevent any unnecessary running around during service looking for
specific ingredients.

(Unknown, 2020)

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UNIT 222
DELIVER FOOD AND BEVERAGE SERVICE
• Depending on the occasion or event, different service styles are preferred. These can
be spread across many enterprises across the industry.
• Special occasions often call for a special meal or gathering.

People make decisions about their hospitality requirements based on the occasion. Is it only a
relaxed night out with friends, at a convenient pub around the corner, a formal dinner, or a
business lunch to celebrate a new venture with another company?

Different Segments Of The Market:

• Leisure: When people relax or take time out, food or beverages are a key part of the
enjoyment. In most cases, informal surroundings are preferred but the type of
establishment will be linked to the experience desired. For example: A leisurely lunch
in a winery, a beer in a harbor front bar or a cocktail in the pool.

• Business: Business lunches are a key element for networking or doing deals and
require discreet service.

• Conferences: These are key to find out new information, networking and explore new
products. Formal presentations are used to introduce new products or services and
refreshments are used to allow presenters to mix and discuss their offerings with
potential clients.

• Family: Gathering family for a social outing or get-togethers is common across the
globe. Special celebrations such as an anniversary, christening or birthdays provide
many opportunities for catering or restaurants. Budgets will determine the type of
establishments chosen.

• Previous experience: Return business is a vital component for any business and good
food, good service and ambience combine in creating the overall experience for the
customer. A good experience keeps the customers wanting to come back.

• Special events: These can be family based or on a business or media occasion.

Weddings, engagement parties, product releases, film or theatre debuts and art shows
are just some examples.

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Different Styles Of Service:

• Table Service: A type of service where the customers sit at the table and waiters take
the orders and serve drinks and meals to the table. Depending on the type of
restaurant, plated service or silver service can be on offer.

• Self-Service: Packaged or unpackaged ready to eat food is displayed in the appropriate

hot or cold displays and where the customer can choose from a selection. For example:
a canteen or counter lunch.

• Assisted Service: The guest is seated and makes preferred choices. Part of the meal is
served and the rest is chosen by the guest. An example is a simple bistro meal where
the main course may be plated and served but the customer chooses their salad or
accompaniment.

• Single Point Service: A type of service where a customer orders, pays for their order
and is served all at 1 single point.

• Plated Service: The vast majority of F&B outlets use this method. The meals are
plated, sauced and garnished in the kitchen. In some cases the waiter may be required
to prepare or finish a salad incase the presentation is ruined and to inspect the plates
before serving.

• Buffet Service: a service style where food is displayed on tables or specially designed
display equipment. Example: bain marie. Plates are provided in a stack for customers
to serve themselves, or the waiter or chefs behind the buffet serve the food. Buffet
service can also be used in functions, in which case the tables are set as for a
restaurant and customers are called to serve themselves and then return to their seats.
This can be self or assisted service style.

• Service In Situ: A type of service to customers in areas not primarily designed for food
and beverage service. For example: hospital/aircraft.

• Tray Service: a meal or part of a meal is served on a tray to the customer. E.G: in
hospitals or in an aircraft.

• Trolley: service of food and beverage from a trolley, to customers, for instance, at
their seats or desks. Used for example on an aircraft, on trains and in offices.

• Home Delivery: Food and beverage delivered to a customer’s home. Example: pizza
delivery

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 • Lounge Service: service of food and beverages in a lounge area e.g. in a hotel lounge.

• Room Service: food and beverages are served to guests’ room in a hotel or in meeting
rooms

• Drive-In: food and beverages are served to the customer’s vehicles. E.g. Mc Donald’s

• Carvery: the meat is carved and served by a qualified person in front of the customer.
This can be done by the chef or waiter.

• Takeaway: the meal is ordered by phone or in person and collected to be consumed at

a different location.

ESTABLISHMENTS THAT SERVE FOOD AND BEVERAGE:

Commercial Establishments:

• Hotels: most hotels have a restaurant attached, which can be outsourced. Menu
offerings may vary from elaborate to simpler menus based on the price point of the
hotel and its clientele.

• Restaurants: restaurants are focused on different levels of the market and this is often
based on the location and target clientele with full table service most common. The
size of the restaurant and the number of covers determine the type of food and menu
dishes.

• Fast Food Restaurants: provide customer service and take away. These are franchisers.
E.g: KFC, Mc Donald’s

• Café’s: these provide simpler menu offerings and a mixture of table and counter
service is used. Menus feature sandwiches, soups, hot items such as a quiche, salads,
plus a large array of pastries and cakes.

• Bistro’s: these are simpler style restaurants. In café’s and bistro’s, it is common for
customers to pay at the counter, which may happen at the same time the order is
placed.

• Outside Event Catering: these vary from catering at a customer’s house or business
boardroom to providing food and beverages in a tent or marquee.

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 • Airports: A wide variety of offerings are available from the ethnic restaurants to take
away. Airlines offer lounges for business and first-class passengers or their club
members with free meals and drink offers.

• Function Venues: these vary from highly fashionable period buildings or even castles
to simple huts in a nature reserve or a boat, cruising the harbor. These functions are
based on special events or celebrations.

Public Service Sector:

• Hostels: these cater to the budget traveler by offering cheap, clean and simple
accommodation. The rooms are often a dormitory style. Due to the change in
travelling demands with many grey nomads also staying in hostels, many upmarket
versions are emerging with improved offerings.

• Schools; Colleges; Universities: these can offer small menu items to full canteen style
meals. There are many different outlets across the campus providing take away meals,
simple restaurant meals or bars with live music and a big selection of drinks.

• Hospitals: they need to look after the various needs of their customers, which include
patients with all sorts of medical conditions and dietary requirements. Hospitals often
have a regularly-changing cyclic menu to provide some variation for long-term
patients.

Staff Requirements For Different Styles Of Service:

There are a number of different operational roles within an F&B outlet. Each role carries
with it specific responsibilities for specific tasks and functions pre, during and post service.

• Venue manager: Maître d’hôtel (head waiter) – oversees and manages waiters.
• Food Service Supervisor: Chef de rang (station waiter) – oversees a station being a
number of tables.
• Food Service Person: Demi-chef de rang (assistant waiter) – 2nd in charge of a station.
• Wine Service Person: Commis de rang (runner) – operational staff carrying food and
drinks.
• Bar Attendant: Sommelier (Wine waiter) – highly skilled with in-depth wine
knowledge.
• Cashier: Captain (Supervisor) – American term for a supervisor similar to Maître
d’hôtel.
• Runner: (general wait staff) – the same as commis, UK or USA term.

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Types Of Food Outlets

There are many differ types of restaurant concepts to choose from, when planning a new
restaurant. It can be hard to decide which concept will be right for you. Before you settle on
one particular concept, first consider the following: who’s your audience? What is your price
range? Are you thinking formal or casual? Do you have a particular type of food in mind that
you can build a brand around? Below are eight distinct types of restaurant concepts, from
fast food chains to fine dining. Keep in mind that your restaurant design theme can blur the
line between concepts to make it unique.

Fast Casual

One of the hottest trends at the moment is fast casual, which is a slightly more upscale (and
therefore more expensive) than fast food. Fast casual restaurants offer disposable dishes and
flatware, but their food tends to be presented as more upscale, such as gourmet breads and
organic ingredients. Open kitchens are popular with fast casual chains, where customers can
see their food being prepared. Panera Bread is a good example of fast casual.

Family Style

Family style dining, also known as casual style dining in the United States, offers moderately
priced entrees from menus featuring a mix of classics cuisines, individualized with signature
sauces, dips or other toppings cuisine. Causal style dining can be any number of themes,
from barbeque (Long Horns) to Americana (Ruby Tuesday’s) to Mexican (On the Border).
Casual style restaurants offer table side service, non-disposable dishes, while still keeping
the menu moderately priced. Inexpensive, low key setting.

Fine Dining

The term Fine Dining brings to mind all kinds of images, from crisp white tablecloths to
waiters in tuxedos. Fine dining, just as the name suggests, offers patrons the finest in food,
service and atmosphere. It is also the highest priced type of restaurant you can operate. Fine
dining restaurants are usually are unique, even if they are owned by the same person or
company.

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Café or Bistro

A café is a restaurant that does not offer table service. Customers order their food from a
counter and serve themselves. A café menu traditionally offers things such as coffee,
espresso, pastries and sandwiches. Cafes originated in Europe and are strongly associated
with France. They are known for their intimate, relaxed atmosphere. Outdoor seating is
another trademark of a café. A bistro is similar top a café, in that the food is simple, basic
fare served in a casual setting. However, where a café may only serve coffee, breads, and
pastries, a bistro may offer entire meals.

Fast Food

Fast food is the most familiar restaurant to most people. Chains like McDonalds and Burger
King became popular in the 1950s, and helped spawn countless other concepts like Taco
Bell, KFC and In-n-Out Burger. Fast food service attracted customers for its speed,
convenience, and cheap prices. Fast food restaurants are typically chains. If you are thinking
of opening a fast-food franchise, keep in mind that the initial costs of franchising are more
expensive than opening an independent restaurant.

Food Truck

A popular food trend across the country are mobile food truck restaurants. The benefits of
food trucks include low cost and low overhead, making it one of the easier ways to open a
new restaurant. Other advantages of a food truck business include its mobility- it can go to
where the customers are. It also requires far less staff. However a food truck is still a
business that requires a lot of work and attention- especially in the first couple of years. Read
more about starting a food truck business.

Restaurant Buffet

Around since the Middle Ages, the buffet dining concept has stood the test of time and
continues to be a popular choice for many restaurant customers. By definition, a buffet is a
meal where guests serve themselves from a variety of dishes set out on a table or sideboard.
Restaurant buffets are one type of restaurant concept that includes self-service and catering
services. If you are opening a new restaurant, you can offer a buffet for special occasions or
as a restaurant promotion.

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Pop Up Restaurant

Like food trucks, another growing trend in the hospitality industry are pop up restaurants.
Read more about how to open a pop-up restaurant. According to the National Restaurant
Associations What’s Hot survey, one of the biggest trends for 2012 are pop up restaurants.
While popular now, pop-up restaurants are not a new concept. They originated as super clubs
in the 1960s and 1970s. Today’s pop up restaurants has many different looks and functions.
They can appear in an unlikely place, such as an old warehouse or building rooftop. The
allure of the pop-up restaurant is the minimal investment of both time and money.

Serving Alcohol

When you are working Front of House on a drinks station, the same rules apply as when
taking other customer orders.

Greet the customer. Make the customer feel welcome – be observant and get to know your
customer. Point out any specials or promotions.

Alcohol requires special consideration as sale of alcohol is governed BY LAW.

Premises require a license. In addition, provincial or national laws can dictate times of sales,
for example the sale of alcohol on a Sunday was only made legal in March 2014. You may
also notice, for example, that certain venues will only sell alcohol after 10:00 am and up to
10:00 pm. Laws also dictate that a venue that sells alcohol may not be located within a
certain distance from a school.

When must you not sell alcohol?

• To customers under the age of 18.

• Out of legal opening hours.
• To a customer who is drunk, violent or disorderly.
• To an associate of a drunk person if the purchase is intended to be consumed by the
drunk person.
• To customers who are under the influence of drugs.
• To a policeman on duty.
• To those previously barred.

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What Is Wine?

Wine is an alcoholic drink made from the fermented juice of freshly picked grapes. Fresh
yeast from the “bloom” on the outside of the grape is one of the vital ingredients in the
fermentation process. Most of this yeast is naturally occurring, but in recent times (the last
seventy years approximately), yeasts have been added to manage consistency.

The alcohol in the wine is produced by fermentation. Grapes are pressed, and sugars in the
grapes mix with the yeast on the outside of the grape, which reacts to create alcohol and
carbon dioxide gas. Most fermentation takes place near where grapes are grown

Wine Service

1. Issue glassware if it is not already on the table.

2. Ensure wines are served at the correct temperature:
• White, rosé and champagnes at 10°C
• Sweet white wines slightly colder at 7-8°C
• Most red wines are served at room temperature (European) which is about 17°C

3. Bottles of wine are served and opened at the table by the waiter.
Open red wine as soon as possible after presenting to ensure it “breathes” before
serving
4. The bottle is presented to the host with the label uppermost for the host to agree it is
the wine ordered.
5. The waiter removes the cork/opens and provides a taster for the host. Check the cork.
6. If approved, ladies are served next, followed by gentlemen and finally the host (person
who ordered wine).

(Unknown ,2020)

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 Opening And Pouring Wine - Staff Checklist

Wine should be served at the correct temperature. Room temperature in Europe is very
different from room temperature in sunny South Africa.

Sherry (fortified wine, served before a meal as an “aperitif”)

• Dry 10−12˚C, cold
• Cream 16−18˚C

Sparkling Wine:
• All Sparkling wines 6−8˚C, cold (Keep cool in ice bucket)

White Wine:
• Light bodied white wine 6−8˚C, cold
• Blanc de noir & Rosé 6−8˚C, cold
• Off-dry white (e.g. Gewürztraminer) 8−12˚C, cool
• Full-bodied white (e.g. Chardonnay) 12−14˚C, cool

Red Wine:
• Red/Nouveau/light bodied 12−13˚C, cool
• Medium bodied 14−16˚C
• Full bodied 18−19˚C

Sweet Wine:
• The sweeter the cooler 6−10˚C, cool

Port (fortified wine, usually served after a meal as a “digestif”)

• White 10−11˚C, cool
• Ruby, Tawny 16˚C
• Vintage 18˚C

Opening A Bottle Of Wine

1. Use a “waiter’s friend” corkscrew
2. Remove foil topcap with knife blade
3. Insert corkscrew to correct position and depth
4. Position lifting clip onto bottleneck rim and hold securely
5. Remove the cork cleanly and easily by levering it out
6. Use a clean napkin to wipe the neck of the bottle
7. Remove the cork from corkscrew and smell it to ensure that the wine is okay
8. Leave the cork on a side plate on the table for the host to check if they wish

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Pouring Wine
1. Offer a small amount in a glass for the host to taste and approve
2. Hold the bottle correctly for pouring, using a napkin if required
3. Pour the correct amount of wine into the correct type of glass, ensuring that the bottle
does not touch the rim of glass
4. Twist the bottle slightly when finishing pouring, to prevent drips
5. Do not spill wine on the outside of the glass or onto the tablecloth
6. Be careful to avoid pouring sediment as the bottle empties to bottom

Identifying Faulty Wine

Wine that has been improperly stored can develop faults, and sometimes faults may occur
during the manufacturing process. It is important to check wines as you serve them, and this
is why we pour a taster for the host at the table (generally the person that ordered the wine).

• Check the bottle for damage or leaks before you present it to the customer. If there is
leakage, do not serve.
• Examine the cork before opening the bottle. If it is mouldy under the capsule, wipe
with a clean cloth after opening and serve in the usual manner.
• After opening the bottle examine the end of the cork which has been in contact with
the wine. If there are crystals on it, serve the wine as these are harmless. If the cork is
very dry or crumbles, you may have to get a new bottle.
• Sniff the cork. If it smells musty, take the wine away for further investigation.
• If the wine gives off a smell, such as chemicals, chlorine or drains, take it away and
offer another bottle. If a red wine smells dank, or a white wine smells of sulphur, it is
probably just the result of many years in the bottle. Leave the open bottle for several
minutes. If the smell has not gone significantly, replace the bottle.

If you discover that the wine is faulty:

1. Remove bottle, and glass if relevant.
2. Apologise and explain to the customer why you are taking the bottle away.
3. Replace the bottle with one of the same kind.
4. Present and serve in the usual way.

If a customer discovers that the wine is faulty:

1. Apologise.
2. Remove the bottle, and glass if relevant.
3. Explain that you will take it away to check.
4. Pour a little of the wine into a clean glass, smell and taste.
5. If you are sure the wine is faulty, push the cork back into the bottle and put to one side
for your manager to deal with. Offer the customer a replacement bottle and/or glass, or
a different wine altogether.

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 6. If you don’t think the wine is faulty you could suggest a different wine as a
replacement, or call your manager to explain that, for example, it is just a
characteristic of the wine. Check with your manager what you should do.

Careers That Relate To Alcohol Service

Bar Manager
Usually as part of a larger management team, possibly in a hotel rather than a standalone
restaurant, a bar manager is specifically concerned with the operation of a bar.

Key Responsibilities Include:

• placing and receiving orders from suppliers,
• maintaining clean dispense lines from the cellar,
• recruiting and training staff,
• complying with all relevant health and safety legislation,
• stock taking and working within competitive budgets.
Many other tasks will be undertaken as and when the need arises, so a flexible approach to
work is essential.

During service, the role of the bar manager is to supervise and ensure that the bar area is kept
clean and tidy throughout service, stock is replenished as bar tenders require it, and
customers behave themselves appropriately.

A bar manager would be required to explain their sales performance to a senior manager and
work towards any goals set for them. A basic understanding of accounts is therefore an
essential skill.

Skills
Tapping beer barrels and kegs
Operation of other necessary cellar equipment
Very good numeracy
Literacy

Knowledge
Relevant health and safety legislation
Detailed knowledge of all stock
Various drink making techniques

Attributes
Punctual, organised and good communicator
Well motivated and able to motivate others
Ability to remain calm and work well under pressure

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Sommelier
A sommelier has specific responsibilities for the service of wine. They should be able to
recommend wines to guests that compliment the food they have ordered, the occasion and
their budget. This includes: ensuring the wine is served at the correct temperature, in the
correct glasses and with suitable ceremony (some wines have to be decanted).

Less specifically, a sommelier has the opportunity to deliver high standards in all areas of
front of house service. Being a sommelier is a chance “to demonstrate vast knowledge of
wine and to show how the role is a vital part of Front of House Service” says Christopher
Delalonde, UK Sommelier of the Year. To that end, the aim is to impress guests, add to the
theatre of the restaurant experience and exceed all expectations.

In addition, sommeliers are in charge of selling and serving liqueurs, brandies and other
beverages. Liaising with other staff is particularly important here in order to ensure the
correct timing of a seamless service, especially when different drinks are to be served with
different courses.

The head sommelier of some establishments could also be involved in buying wines,
creating a wine list and training the serving staff to sell and serve the wines.

Skills
Literacy
Commercial awareness (trends)
Communication
May be required to hold specific WSET qualifications, or similar

Knowledge
Extensive knowledge of wines from around the world
Legislation (including alcohol related as well as product related, such as Champagne vs
MCC vs Cava)
Company policy and procedure
Customer facilities and services

Attributes
High standard of personal presentation,
punctuality and initiative
Responsive and enthusiastic
Good customer facing ability
Ability to work well under pressure

(Unknown , 2020)

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Cafetiere Coffee filter machine Coffee Urn

(Unknown, 2020)

Did you know?

A Tisane is a herbal tea or infusion (such as chamomile or mint)

Brewing Tea
1. Always use freshly drawn cold water. Rapidly boil water in a kettle,
For Green & white tea, water should be 80-85°C
2. Place tea (1 teaspoon of loose tea per person or 1 tea bag) in a clean pot (cleaned with
soap and water and rinsed). Add boiled water to the pot.
3. Use fresh cold milk, which should be added to the cup first, however this is usually
served in a jug with the pot of tea
4. Serve with sugar (white and/or cubed) and lemon slices
5. If you are brewing loose tea, you will need to pour through a strainer to catch loose
grains
6. Serve the pot with a teacup and saucer

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 Coffee Process

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UNIT 223
PREPARE BEVERAGE FOR SERVICE

INTRODUCTION

There are many different types of bar, Each contains slightly different equipment depending
on what and who they serve. As with all other types of food and beverage establishment the
better prepared a bar is prior to service the better and faster it can dispense drinks. It is
important that all areas are set up broken down correctly and that all equipment
accompaniments are prepared correctly.

Different Types Of Bar

There are several different types of bar from which drinks are sold and served:

*Public bar or pub: In which customers are served across counter.

*Lounge bar: In which customers are served by waiting staff.

*Cocktail bar: In which alcoholic drinks are mixed to order for customers.

*Wine bar: Where the bar specializes in offering a wide selection of wine served both by the
glass and in bottles.

Drinks Stock

Bottled stock includes bottles of beer, wines and pre-mixed alcoholic and non-alcoholic
drinks. When produced, all except for wine will have a sell-by date on label or cap. When
restocking a bar with these products it is important that the closest date is served first. This
means that during restocking, all existing stock must be taken off the shelf and the new stock
put at the back of the shelf

All stock that is sold in bottles or cans must be wiped with a clean damp cloth prior to being
put on a shelf. This is not only to ensure that any visible dust or dirt I s removed ,but also to
make sure any chemical or bacterial contaminants are removed.

The majority of bottled stock should be stored in refrigerators to chill them. Prior to service.
In order for the stock to chill sufficiently for service it is advisable to restock the fridges
either as early in the morning as possible or at the end of the evening shift.

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Draught Stock

Draught stock includes beers, ciders and some soft drinks. The alcoholic drinks are sold in
measures of prints or half-pints

Drinks Served By Optics

In public houses the drinks served from the optics are generally the house brands, those
which are most commonly served. Some bars do not use optics but prefer that all their spirits
are poured.

Drinks Served By Measures And Pourer

This depends on the type of bar. In a cocktail bar spirits are generally free poured whereas in
a public house, wine bar or lounge bar the spirits and wines are all measure.

SERVICE EQUIPMENT

The Cocktail Shaker

Shakers are used when it is necessary to really mix ingredients well. To use, place the ice
into the shaker, add the ingredients, place the parts together and shake. When shaking drinks,
ensure that two hands are used and that the shaker is held so that all parts are in contact to
stop the shaker coming apart during shaking and the contents coming out.

Boston Shaker

Consists of two cones, one which is placed inside the other. These shakers are quick and
easy to use. Usually one cone is made of glass, the other of stainless steel.

Standard Shaker

Three-piece utensil,usually made entirely of stainless steel. The top part has a strainer in built
into it ( A Hawthorn strainer can still be used if the lid and middle part are removed and the
Hawthorn strainer placed over the base part)

The Mixing Glass

This is like a glass jug with no handle. It is used for mixing clear drinks which do not contain
juice or cream

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The Strainer

The most popular is a hawthorn strainer. This is a flat, spoon-like utensil with a spring coiled
round its head . Used in conjunction with a cocktail shaker and mixing glass to hold back ice
after the drink has been prepared.

Bar Spoon

This is along -handled spoon with a twisted shaft and flat Muddler end. The Muddler end can
be used to crush sugar, Mint etc. when making cocktails.

Areas That Need To Be Checked Prior To Service

• All the shelving and counters need to be wiped down using a damp cloth
• The garnishes need to be prepared and stored in preparation for service.
• All glassware should be checked for cracks and chips and be polished ready for use.
• Bin bags need to be put in bins
• Fill up ice containers/or fridge
• Prepare Napkins, straws, cocktails sticks.
• Make sure that optics and measure are ready for service, This is vital not only for
service but also for compliance with the weights and measures Act 1985
• Prepare all equipment for use .
• Wipe the bar trays.

Step-by-step: POLISHING GLASSES

1 Use boiling water and a clean dish towel or paper towel

2 Hold the glass over the water until it fills with steam
3 Wipe glasses vigorously with the clean tea towel to remove any marks

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Serve Alcoholic And Soft Drinks

Many people think that working or running a bar is an ideal job. Combing work and a social
life . when working in a bar there many things to learn and remember, first the law
concerning the sale of alcohol which is very strict and needs to be adhered to at all times

A bartender or bar manager needs to remember that they have a moral responsibility to their
customers to ensure that they do not harm or injure themselves. Therefore awareness of how
people react to alcohol is important.

Then there are the bar products themselves. A bartender needs to understand how the drinks
that he will sell are made and have a good working knowledge of the stock that he has
available, both alcoholic and non-alcoholic.

Legislation

When serving standard drinks , measures must be used(these are currently 25ml for a
standard spirits, or multiples thereof- for example, a double measures 50ml).when making
cocktails or mixing drinks, it is not always necessary to use measures but a specific licence is
needed for this

All alcoholic drinks must be served in appropriate measures . These are:

• Spirits are sold in 25 ml measure (or multiples thereof e. G 50ml

• Liqueurs are sold in 50ml measures.
• Wine are usually sold in 125 or 175 ml glasses

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DIFFERENT TYPES OF WINE GLASSES

(Unknown image, 2020)

DIFFERENT TYPES OF BEER GLASSES

(Unknown image, 2020)

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UNIT 224
PRODUCT KNOWLEDGE FOR HOT, NON-ALCOHOLIC BEVERAGES

(Unknown image, 2020)

Coffee – A to Z

Planting
Coffee beans are actually seeds

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Most robust species (hence the name) known for its ability to grow in difficult environments
and its resistance to disease and pests.
• Caffeine: 140–200 mg per 6 oz cup
•
• Tasting Notes: More bitter and less nuanced than the other species; not especially
complex with some describing the taste as burned rubber; generally used in cheaper
coffees, either 100% Coffea robusta or blended to make coffee more bitter and/or less
expensive; major exception is that while Coffea robusta is generally less desirable
flavor-wise than Coffea arabica, it is used heavily in Italian espresso roasts due to its
deeper, darker flavour profile

Coffee Machine Example

(Unknown image, 2020)

The 5 most important factors to pulling perfect espresso shots are: Water Pressure,
Extraction Time, Water Temperature, Grind Consistency, and Tamping. If any one of
these are off, your shots will lose a lot of flavor and you won’t enjoy your end espresso
drink. For perfect espresso shots, all of these need to be set exactly right. Just like in
cooking, strive to get all of these things as close as you can even if you cannot control
perfection with the equipment
you have.

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 (Unknown image, 2020)

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 (Unknown image, 2020)

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 1. Water Pressure: Ideally you should be able to achieve 9 bars of pressure. This is not
always possible to control on smaller machines.

2. Extraction Time: This is a fairly hotly contested subject in the industry. Ultimately, it
depends on the espresso beans you are using in your machine. 25 – 30 second extraction
time is commonly recommended. This means that once you push the button on your
espresso machine to start the extraction process, within the first 5 seconds, you should see
liquid coming out of your portafilter into the cup. From that point, your shot should take
no longer than 25 seconds to finish.
3. Coffee extraction is highly specific if you want to achieve the best flavor for your
brewing method – in this case, espresso. Pulling shots longer than the suggested 30
seconds, will start to extract bitterness and acidity. This will really taint your espresso
flavor. With an extraction time of less than 25 seconds, you’re not pulling the full flavor
out of the beans and, in the end, you’re getting a really weak cup of espresso.

4. Water Temperature: Your water temperature should be around 94˚C. A variance of

around 2 or 3 degrees in either direction won’t negatively affect your flavor so it doesn’t
have to be “on the dot”. Just make sure you are conscious of keeping your machine’s
temperature in that area.

5. Grind Consistency: Grind consistency and tamping both very important. To ensure
you have the best grind for pulling perfect espresso shots, you want to calibrate your
grinder based on the extraction time and tamping. In other words, once your tamping is
perfected, you want to adjust your grind finer to slow down the flow of water or coarser
to allow the water to flow faster. This is your “throttle” to achieving a correct extraction
time.

6. Tamping: For prefect espresso shots, it’s recommended that you add about 5lbs. of
tamp pressure (initially) and then achieve 30lbs. of even tamp pressure after cleaning the
grounds from the edge of the portafilter back into the basket.

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 (Unknown image, 2020)

How is Tea Made?

We've broken down the process from harvest to production so you can understand how tea
leaves get from rolling green hillsides to your piping hot cup. For the purpose of simplicity
and accuracy, this guide focuses on the two methods of production for true teas. Read on to
learn how tea is made and learn about the process that takes leaves from the same plant and
turns them into incredibly different flavours and aromas.

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The Tea Harvest
In the tea cultivation countries, generally only the upper leaf bud and the next two leaves, the
youngest ones of a spout ("two leaves and a bud") are plucked. Further, i.e. older leaves than
these generally have a negative influence on the quality of the finished tea. In the higher up,
cooler regions, the tea naturally grows slower. This enables the particularly fine, automatic
character to enfold. The harvesting time also has a significant influence on the quality of the
tea. The plucking requires a large amount of care as well as skill and is often done by
women. The average plucking capacity amounts to approximately 16 - 24 kg of green leaves
per day. This amount yields 4 - 6 kg of finished tea. Two to three times a day, the green
leaves are transported to the factory on the plantation. The green, fresh leaves are still
entirely neutral in scent and first must be treated in the tea factory, passing through various
production steps, in order to create an aromatic tea.

Processing
As opposed to coffee, which is imported as green coffee and receives its final form in the
country of consumption via sorting and roasting, tea is already processed on the plantations
in the country of origin and then exported in its final form. The most important phases of the
treatment with respect to orthodox tea production (which can be used for the production of
any type of tea desired as opposed to the later explained CTC production) are: withering,
rolling, fermenting, drying and sorting into leaf and broken grades, i.e. sizes.

1. Withering
When the fresh leaves reach the factory, they are weighed and the amount is registered. Next,
the withering process is commenced where the humid content of the leaves is reduced by
about 30 % in order to make them soft and flexible for the subsequent rolling. The withering
takes place in special withering throughs of a length of 25 - 30 m, which are stringed with a
wire grid and ventilated with large fans. The leaves are spread out on the grid. The air, which
moves through the ventilators, can also be heated if required due to higher humidity content
of the leaves. The withering process takes 12 - 18 hours.

2. Rolling
Subsequently, the withering green leaves are rolled in large rolling machines. These
generally consist of two large, heavy metal plates, which are rotating against each other and
are hereby breaking open the cells, bringing the cell fluid into contact with the oxygen in the
air. This introduces the fermentation as well as the development of the essential oils, which
then determine the scent and the flavour of the teas. The rolled tea, which now already starts
to ferment, is brought into the fermentation room. Some tea factories subsequently use a so-
called "rotorvane" machine, a type of shredder, which further processes the leaves. Here, the
leaves are moved across a slowly rotating screw conveyor through a cylinder into which
oxygen is introduced in order to accelerate the fermentation.

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3. Fermentation
The fermentation is an oxidation and tanning process of the cell fluids, which have been
released during the rolling. For the fermentation, the leaves are spread out on tables in layers
of 10 cm. In modern factories, spraying water from rotating ventilators humidifies the room
in which the fermentation takes place. During the fermentation - which takes 2 - 3 hours - the
leaves change their colour, which gradually becomes a copper-red. This colour is found
again in wet tealeaves of the infusion. The "tea maker" needs to constantly monitor the
degree of oxidation, particularly with respect to the scent of the wet leaves. The quality of
the finished tea is very much dependent on the correct fermentation.

4. Drying
The fermentation is finished when the desired grade of fermentation is reached, i. e. as soon
as the tea has developed its typical smell and the copper-red colour is dried. For this, so-
called tiered dryers are used which are fuelled with wood or oil. The tea is moved through
the dryer on a conveyor belt. The starting temperature amounts to 90°C and binds the cell
fluid firmly to the leaves. Towards the end of the 20-minute long drying process, the
temperature decreases to 40°C and the humidity content to approximately 6%. Later, when
the tea is infused, the cell fluid, which stuck to the dried leaves, is solved in the hot water
and produces the aromatic and invigorating drink.

5. Sorting
The black tea, which is released by the dryer, is the so-called raw tea, which is now sieved
via several shaking, mechanical sieves with varying sieve sizes with which the common leaf
grades are separated from each other. Depending on the sieve sizes, sorting generally yields
the following grades: Leaf Tea - Broken Tea - Fannings - Dust Generally valid: the
smaller the leaf, the stronger the infusion. Tea is a natural product, which is made durable by
reducing its humidity content. It should be stored in a cool and dry place. The tea retains 1st
original taste when kept in a tightly closed container, away from strongly smelling foodstuff
such as spices
.

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Green Tea Production
Green Tea differs from black tea simply by it not being fermented, i.e. not altered by
oxidation. The production process is generally the same until after the withering. During the
green tea production, the tea tannins and enzymes are destroyed steam treatment or roasting
after the withering, before the rolling starts - the tea is "steamed" or "pan-fried" and then
rolled and dried. This ensures that the leaves are not coloured copper-red like the black tea
leaves but remain olive-green. The infusion varies depending on the variety, cultivation area
and plucking period and can be anything from light yellow to dark green.

CTC-Production
This term means: Crushing - Tearing - Curling This method starts by withering the green
leaves, then rolling them once before they are torn in the CTC machine in between thorned
rollers. This ensures that the cells are broken up more thoroughly and quickly than in case
using the orthodox tea production. CTC tea is of a more intensive colour and is higher
yielding. The stems and leaf ribs are extracted to a large extent and only the cut "flesh" of the
green leaves is processed further. Afterwards, the tea is brought into the fermentation room.
Depending on the desired leaf size, this process is repeated several times. During the CTC-
Production, mainly fanning is produced, no leaf teas and only very few broken teas.
Therefore, CTC teas are very suitable for tea bags. Nowadays, tea in India is already
produced to 50% and tea in Kenya almost to 100% using the CTC method. In Darjeeling,
however, only orthodox tea is produced.

(https://www.insider.com/green-tea-benefits)

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Process Of Transforming Cocoa Beans Into Chocolate

Step 1. The cocoa beans are cleaned to remove all extraneous material.

Step 2. To bring out the chocolate flavour and colour, the beans are roasted. The
temperature, time and degree of moisture involved in roasting depend on the type of beans
used and the sort of chocolate or product required from the process.

Step 3. A winnowing machine is used to remove the shells from the beans to leave just the
cocoa nibs.

Step 4. The cocoa nibs undergo alkalisation, usually with potassium carbonate, to develop
the flavour and colour.

Step 5. The nibs are then milled to create cocoa liquor (cocoa particles suspended in cocoa
butter). The temperature and degree of milling varies according to the type of nib used and
the product required.

Step 6. Manufacturers generally use more than one type of bean in their products and
therefore the different beans must be blended together to the required formula.

Step 7. The cocoa liquor is pressed to extract the cocoa butter, leaving a solid mass called
cocoa press cake. The amount of butter extracted from the liquor is controlled by the
manufacturer to produce press cake with different proportions of fat.

Step 8. The processing now takes two different directions. The cocoa butter is used in the
manufacture of chocolate. The cocoa press cake is broken into small pieces to form kibbled
press cake, which is then pulverised to form cocoa powder.

Step 9. Cocoa liquor is used to produce chocolate through the addition of cocoa butter. Other
ingredients such as sugar, milk, emulsifying agents and cocoa butter equivalents are also
added and mixed. The proportions of the different ingredients depend on the type of
chocolate being made.

Step 10. The mixture then undergoes a refining process by travelling through a series of
rollers until a smooth paste is formed. Refining improves the texture of the chocolate.

Step 11. The next process, cinching, further develops flavour and texture. Cinching is a
kneading or smoothing process. The speed, duration and temperature of the kneading affect
the flavour. An alternative to cinching is an emulsifying process using a machine that works
like an eggbeater.

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Step 12. The mixture is then tempered or passed through a heating, cooling and reheating
process. This prevents discolouration and fat bloom in the product by preventing certain
crystalline formations of cocoa butter developing.

Step 13. The mixture is then put into moulds or used for enrobing fillings and cooled in a
cooling chamber.

Step 14. The chocolate is then packaged for distribution to retail outlets.

(Unknown image, 2020)

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