COMPETENCY - BASED LEARNING MATERIAL
Sector
TOURISM Qualification Title
FOOD & BEVERAGE SERVICES NCII Unit of Competency
PROVIDE FOOD AND BEVERAGE SERVICES TO GUESTS Module Title
PROVIDING PROVIDING FOOD AND BEVERAGE SERVICES TO GUESTS POLYTECHNIC COLLEGE OF DAVAO DEL SUR, INC. Mac Arthur Highway, Brgy. Kiagot, Digos Cityy
HOW TO USE THIS COMPETENCY BASED LEARNING MATERIAL
Welcome to the module in FOO OOD D AND BEVERA VERAGE GE SERV ERVICES ICES NCII QUALIFICATION. QUALIFICATION. This module contains training materials and activities for you to comlete. The unit of cometency !Deve ! Develop lop and pda!e "ood and #eve$a%e #eve$a%e &no'led%e( &no'led%e( contains "nowledge, s"ills and attitude re#uired for T$A%&''(. )ou )ou are re#uired to go through, a series of learning activities in order to comlete each learning learning outcom outcome e of the module. module. %n each learni learning ng outcome outcome are In"o$)a!*on S+ee!, Sel"C+e.&/, Ta/& S+ee!/ and 0o# S+ee!/1 Then follow these activities on your own. %f you have #uestions, don*t hesitate to as" your facilitator for assistance. The goal of this course is the develoment of ractical s"ills in suervising suervising wor"+ased training. Tools Tools in lanning, monitoring and evaluation of wor"+ased training shall e reared during the wor"sho to suort in the imlementation of the training rogram. This module is reared to hel you achieve the re#uired cometency, in 2FOOD AND BEVERAGE SERVICES NCII(1 This will e the source of information for you to ac#uire "nowledge and s"ills in this articular cometency indeendently indeendently and at your own ace, with minimum suervision or hel from your facilitator. facilitator. Re)e)#e$ !o3 • •
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Wor" through all the information and comlete the activities in each section. $ead information sheets and comlete the self+chec". Answer Answer "eys are included in this ac"age to allow immediate immediate feedac". Answering Answering the self+chec" will hel hel you ac#uire the "nowledge content of this cometency. -erfor -erform m the tas" sheets sheets and o sheets sheets until until you you are confiden confidentt that that your your outut outut conforms to the erformance criteria chec"list that f ollows the sheets. (umit oututs of the tas" sheets and o sheets to your facilitator for evaluation and recording in the Accomlishment Accomlishment Chart. /ututs shall serve as your ortfolio during the t he institutional cometency evaluation.
A .e$!*"*.a!e o" a.+*eve)en! a.+*eve)en! will e awarded awarded to you after assing assing the evaluation. evaluation. )ou )ou must ass the institutio institutional nal cometency cometency evaluati evaluation on for this cometenc cometency y efore efore moving moving to another cometency.
FOOD AND BEVERAGE SERVICES NCII
320 Hour Co!"#!" o$ "% Co'(#"#!)* + B# L#r!! M"#r/ No.
Unit of Competency
Module Title
Code
Prepare the Dining Room/Restaurant Area for Service
Preparing the dining room/restaurant area for service
TRS5!"#$
2
%elcome guests and ta&e food and 'everage orders
%elcoming guests and ta&e food and 'everage orders
TRS5!"##
3
Promote food and 'everages products
Promoting food and 'everages products
TRS5!"#(
1
Pro# $oo ! ##r# #r)# #r)# "o u#"
4
Provide room service
Providing room service
TRS5!"(
6
Receive and handle guests concerns
Receiving and handle guests concerns
TRS5!"(!
Pro! $oo ! TRS42350 ##r# #r)# #r)# "o u#"
MODULE CONTENT
Qual i ficat i on
:
FOOD & BEVERAGESERVI CESNCI I
Uni tofCompet ency
:
PROVIDE FOOD AND BEVERAGE SERVICES TO GUESTS
Modul eTi t l e
:
Pr ovi di ngFoodAndBever ageServi cesToGuest s
MODULE DESCRI PTOR: Thi suni tdeal swi t ht hek nowl edgeands ki l l sr equi r edi nt hepr ov i s i onoff ood andbev er ages er v i c et ogues t si nv ar i oust y pesofdi ni ngv enuesanddi v er s es t y l esof s er v i c e.Thi suni tf oc us esont hepr oc edur esi nt hedel i v er yoff oodandbev er agest o t h eg ues ta swe l la sont hek no wl e dgea nds k i l l st hatun der pi n st heeffic i e ntwor k per f or manc ei nas s i s t i ngt hedi ni nggues tdur i ngandaf t ert hemeal s er v i c e.
NOMI NALDURATI ON:
80Hour s
LEARNI NG OUTCOMES: Att heendoft hi smo dul ey ouMUSTbeabl et o:
LO S#r# $oo or#r LO2 A" "%# !#r LO3 P#r$or' !7u#" or )"#r! $oo #r)#
LO1 S#r# B##r# Or#r LO4 Pro)# (*'#!" ! r#)#(" LO6 Co!)/u# $oo #r)# ! )/o# o8! !! r# Lo9 M!# !"o:)"# (#ro!
L#r!! Ou")o'# ;
S#r# $oo or#r
C/&T'&T0
1.Di ff er entFoods er v i c es t y l es 2.Gener al s er v i c epr i nc i pl es 3.Sequenceofser vi ce 4.Ha nd l i nggues t swi t hs pec i a ln eeds 5.Wi neknowl edgeandser vi ce 6.Banquetser vi ce 7.Foods af e t ypr i nc i pl es A(('((M'&T C$%T'$%A0 1 . Ad di t i on al r e qu es t sorn ee dsoft h eg ue st sar ea nt i c i p at e d. 2 . Ad di t i o na lf o oda ndb ev e r a gea r eo ff er e da nds e r v e da tt h ea pp r o pr i a t et i me s
3 . Ne c es s a r yc o nd i me nt sa n da pp r o pr i a t et a bl e wa r ear epr o v i d edba s edont h ef o odor d er . 4 . De l a y sord efi c i e nc i e si ns e r v i c ea r er e c og ni z e da ndf o l l o we du pp r o mp t l yba s edo n ent er pr i s epol i c y. 5. The“3i sc onduc t edt oc hec kgues t‘ ssat i s f ac t i on. mi nut echeck” 6. Chi l dr enan dguest ar et r eat edwi t hex t r aat t ent i onandc ar e. swi t hspeci alneeds
C/&D%T%/&(0 (tudent1 trainee must e rovided with the following0 2+Minute Chec" 'nsure guest satisfaction aout their meals $elenish condiments -roviding additional items Clear unused items
3uests with secial needs Children 'lderly eole -ersons with Disaility 4%- guests
M'TH/D/5/3)
A(('((M'&T M'TH/D0
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Mod
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%nter
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ular 6self+aced7
view 6oral1 #uestionnaire7 'lec
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/s
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tronic learning
ervation
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%ndu
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8ilm
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stry %mmersion •
viewing
De monstration of -ractical ("ills Writt en e9amination
De
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monstration Disc
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ussion
L#r!! E:(#r#!)# < A)""#
Learning Outcome # 1 SERVE FOOD ORDERS Learning Activities
Special Instructions
This 5earning /utcome deals with the develoment of the %nstitutional Cometency 'valuation Tool which trainers use in evaluating their trainees after finishing a cometency of the #ualification. 3o through the learning activities outlined for you on the left column to gain the necessary information or "nowledge efore doing the tas"s to ractice on erforming the re#uirements of the evaluation tool. The outut of this 5/ is a comlete %nstitutional Cometency 'valuation -ac"age for one Cometency of Food and Beve$a%e Se$v*.e/ NCII. )our outut shall serve as one of your ortfolio for your %nstitutional Cometency 'valuation for P$ov*de "ood and #eve$a%e /e$v*.e/ !o %e/!/1 8eel free to show your oututs to your trainer as you accomlish them for guidance and evaluation. This 5earning /utcome deals with the develoment of the %nstitutional Cometency 'valuation Tool which trainers use in evaluating their trainees after finishing a cometency of the #ualification. 3o through the learning activities outlined for you on the left column to gain the necessary information or "nowledge efore doing the tas"s to ractice on erforming the re#uirements of the evaluation tool. After doing all the activities for this 5/:0 S#r# $oo or#r; you are ready to roceed to the ne9t 5/<0 A" "%# !#r1
Defini t i onofTer ms
Term À la carte menu Alc/vol Antipasto Aperitifs Appetisers Bain Marie Bavarois Bisue Bom!e Brot" anap$s "arlotte rustaceans %essert %raug"t !eer Entr$es &'B &ritter (omme s)rup
Explanation Gues ts el ec t sandpa ysf orwhatt heywant :di ffer entt os et / t abl e d’ hôt emenu) .Fr enc hf or‘ f r om t hec ar d’ Al c o ho lb yv ol u me Pl at t erofv ar i ousf o odss er v edbef or emai nc our s e Pr edi nnerdr i nk s Fo odea t e nb ef o r et h ema i nc ou r s e Fooddi s pl a y/ pr es en t at i o nequi pmentus edf ork eepi n gho tf ood hotandcol df oodcol dwhenr e adyf ors er v i c e Fl a v o ur e dd es s e r tma dewi t hwh i p pe dc r e am a ndge l a t i n e As hel l fi s hs oupwi t hi t sfl av ourder i v edmai nl yf r om t hes hel l s L ay e r e di c e c r e am d es s e r t Thi n,c l ears oup As ubs etofhor sd’ oeuv r esus ual l yfin el ydec or at ed Moul deds pongewi t hf r ui t ,c us t ar dorot herfi l l i ng Shel l fi sh Co ur s eaf t e rma i nc ou r s e Bul kbe erd r a wnf r o m ba r r el s / k e gs Co ur s es er v e dbe f o r ema i nc our s e Foodandbev er age Bat t er edanddeepf r i edf oodi t em Sug ars y r u pu s edi n( s ome )c o c k t a i l s
Term (reen sala* (ueri*on +ors *,oeuvres MS( Moc-tails Molluscs Mousse .arfait .loug"man,s lunc" .ro*uct -nole*ge .ur$es 0SA Sa!a)on Sales rep Seasoning Silver service Sou$ Sour mix S"ell2s"
Explanation Sal a dmad ef r om g r ee nl e av e sofv a r i o uss a l a dv e ge t ab l e s At abl eort r ol l eyus edf orc ook i ngal ongs i det hegues t ’ st abl e Av ar i et yofs mal l f oodi t emsi nt endedf ors er v i c epr i ort ot hemai n c o u r s e Monosodi um Gl ut amat e Nonal c ohol i cc oc kt ai l s I nv er t ebr at e( nov er t ebr ae)s eaf ood Li ghtandfl uff ydes ser ts i mi l art obav ar oi sbutwi t houtgel at i ne Des s er tofi c ec r eam,c r eam,f r ui tandot heri ngr edi ent sser v edi n apar f ai tgl as s Snac kf e at ur i ngchees e,pi c k l edoni onsandcr us t ybr ead Kno wl e dg ea bo utt h ep r o duc t s( a nds er v i c es )y o urwor k pl a cehas a vai l abl ef orc us t omer s Th i c ks o u ps Re sp on si b l eSer v i c eo fAl c oh ol L i g hte gg b as e dd es s e r t Abbr ev i at i onof‘ s al esr epr es ent at i v e’ :t hes ear et hepeopl ewho c al lonv enuest os el l pr oduc t s Sal tandpepper Us eofs po onandf or kt oser v ef oodatt abl e L i g hta ndfl u ffyeg gb as e dd es s e r t Pr epr epar edmi xofl emonj ui ceandsugarsyr up( Gomme)used i nt hepr epar at i onof( s ome)c oc kt ai l s Sea f o odf r o m aq ua t i can i mal swi t has he l l
Term Ta!le *,"3te menu Tapas 4intage 5et *is"es
Explanation Se tme nuwh er e( f o re x a mp l e )c u s t o me rh asac ho i c ef r o mt h r e e di ff er entmenui t emsf oreac hc our s e:pr i c ei sc ons t antr egar dl es s ofwhatgues ts el ec t s .Fr enc hf or‘ t abl eoft hehos t ’ App et i s er s / s nac k swi t hSp an i s hi nfl u en ce Th ey e arawi n ewa sma de ;a l s ot h et i meofy e ara twh i c hwi n e g r a pe sar epi c k e dt oma k ewi n e Gener i ct er mf ord i s heswhi c har e‘ wet ’ i nnat ur es uc hass t e ws
I nf or mat i onShee t4. 1 1 1.Ser vef oodanddr i nkaccor di ngt oent er pr i ser equi r ement s andper sonalhygi enest andar ds
Wh enf o odan db ev e r a gei t e msh av eb ee np r e pa r e dt h eymu s tb ed el i v e r e dt ot h e c us t omer .Thi ssec t i onwi l l f oc usont hes t epsas soc i at edwi t hc ol l ec t i nganddel i v er i ng i t emst ot het abl e,ens ur i ngt hec us t omeri shappywi t ht hes el ec t i on.
Col l e ct i ngf ooda ndbe ve r a gese l e ct i ons Theneedt oc ol l ec tor der edi t emsf r om t hek i t c henorbarass oonast he yar er eadyf or s er v i c ec annotbes t r es s edt oos t r ongl y . Pr omp tc ol l ec t i onoff oodanddr i nk senhanc esc us t omers er v i c ei nt wopr i mar ywa y s: •
I tr educ esgues twai t i ngt i me.Mos tc us t omer spr ef ert or ec ei v et hei rf oodand
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be v er agesass oonaspos s i bl econs i s t entwi t hno tbei ngr us hedorpr es s ur ed I tget st hepr oduc tt ot hegues ti nt hebes tpos s i bl ec ondi t i on–nei t hermenui t ems nordr i nk si mpr o vewhi l et he ys t andwai t i ngt obes er v ed.
Bever ages Tr adi t i onal l yadr i nki st hefi r s tt hi ngt obes er v edt ot hegues t s . Yours t andar dpr ac t i c emus tbet ogett hefi r s tdr i nki nf r ontoft hegues t sass oonas pos s i bl e.Thi shel pst hem s et t l ei n,andl et st hem k no wt he yar eac t ual l ybei ngs er v ed. Don ots i mp l ygi v et h eo r d ert ot heba ran dt he nwa nd erofft odos ome t hi n ge l s ef o r1 0 mi nut es .Byal l meansgoanddos ome t hi ngel s e,butonl ydos ome t hi ngt hatwi l l t ak e1or 2mi n ut e sa tmo s t . Whenpi c k i ngupt hedr i nk st opu tont het r a yt ot ak et ot het abl e,mak es ur e: •
The yar ewhatwaso r der ed–c hec kc or r ec twi nes( v i nt age,br and,gr apev ar i et i es ) ,
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n oi c ewh er er e qu es t e d,l on gg l as swhe r eo r d er e de t c . Cor r ec tnumberha v ebeens uppl i edi nt e r msofac t ual dr i nk s ,andemp t ygl as s esf or
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wi n e The yar esui t abl ypr es ent ed Thecor r ec tgl as s war ei sus ed G i s h i
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3lasses aren*t overflowing such that they will dri down the front of guests* clothes when eing consumed
Wher et hedr i nk sar enotasr equi r ed,y ous houl dpol i t el ypoi ntt hi soutt ot hebar p er s onwh op r e par e dt hedr i n k sa ndmak esu r et h ei s s ue sa r er e ct i fi edb ef or e ement4:Pr o vi det ab l eser v i c e t ak i ngt hedr i nk st ot het abl e.
Food Th et wos er v i c ea r e as–c ol dl a r d era ndho ts ec t i o n–mu s tb ea t t en de da ndmo ni t o r edat al l t i mest oens ur epr omptpi c kupoff ood. I ff oodi snotpi c k eduppr ompt l yt hef ol l o wi ngma yappl y :
Ho tf oodc oul dgoc ol d
a nds p oi l • • • •
Col df oodc oul dl os ei t schi l l f ac t or Ri s koff oodc ont ami nat i oni nc r eas es Cust omer shaveanunnecessar ywai t Ro om t opl a c ed ownne wl yp r e pa r e di t e msb ec o me sr e s t r i c t e d.
Bef or ean yf oodi st ak enoutt ot het abl ei tmus tbec hec k edi nt hes amewa yt hatdr i nk s ar ec hec k e dpr i o rt ob et a k enan ds er v e d. Ch ec k ss h oul di nc l u de : •
Ch ec k i n gt h att h er i g htme al ha sbee np r e pa r e da ndan yr eq ues t e dp r e f er e nc es h av ebe ena c c ommo da t e d.Di s h esmu s tr e fl ec tt h eo r d ert h atwa st a k ena tt a bl e
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andgi v ent ot hek i t c hen Chec ki ngt hepl at et omak es ur et her ear enomar k s ,s pi l l sordr i ps .Adv i s et he c hefandas kf ort hepl at et obec l eanedwher et hes ear ei dent i fi ed Chec ki ngt hequal i t yoft hei t em Chec k i ngwi t ht hec heft oi dent i f yho w apar t i c ul ari t em hasbeenc ook ed.Whi c hi s
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t hemedi um st eakandwhi chi st hemedi um r ar e? Chec k i ngi fs pec i al c ondi ment sneedt ogowi t ht heor der Chec k i ngt omak es ur et her ei suni f or mi t ybe t weendi s hes .I ft hr eepeopl eona
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t a bl ea r eh av i ngt h es a meme nui t e mt he na l l t hr e ep l at e ss ho ul dl o okt h es ame Ens ur i ngc or r ec tt emper at ur eoft hedi s h.Ho tdi s hesshoul dbeho t ,andc ol d
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d i s h esmu s tb ec o l d .
Del i ver i ngi t emst ot het abl e Loa di ngadr i nk st r a y Regar dl es sofwhet hery ouar el ef torr i ght handed,t r ay ss houl dbec ar r i edi nt hel ef t h d
dt h dik ss
df
i ti t ht h ihth d
So mepr e mi s e sal l o wl e f t h an de dp eo pl et or e v e r s et h i sb utma nydono tb ec a us ewh en l ef t handedpeopl epourabot t l eus i ngt hei rl ef t hand,t hel ef t handwi l l cov ert hel abel of t hebot t l e. T r a yss houl dnotbehel dbyt hei rr i m andt heys houl dnotbehel dwi t ht wohands ;y ourl ef t ha nds ho ul db eh el dun de rt h et r a y . Whenl oadi ngt het r a y ,s ec ur et het r a yony ourl ef thand.Yourhandshoul dbefl atand y ourfi nger ss houl dbespr eadoutwi t honl yt het i psofy ourfi nger sr ai s edt osuppor tt he 87 bas eoft het r ay . El ement4:Pr o vi det abl es er v i c e
Loadt het r aysot hat : • • •
Thet al l es tgl as s esar enear es tt oy ourbody
Theheav i es tgl as s esar ei nt hec ent r eoft het r a y Thes mal l er ,l i ght ergl as sesar ear oundt het r ay ’ sedge Thepl ac ementoft hedr i nk sont het r ayf aci l i t at est hei rs er v i ceatt het abl e.I n p r a ct i c es omeo ft h ea bo v er ul e sma yno tap pl ybe cau sei two ul dma k ei tt o oh ar d f ory out ot ak et hedr i nk sofft het r ay .
Ca r r yi ngt hedr i nk st r a y Ther i ghthandc anas si s ti nbal anc i ngt het r a y ,es pec i al l ywhenwal k i ngt ot het abl e,or wh enwa i t i n gf ors ome onet omo v epa s ty o uwhe r et h er ei st h ep ot en t i al f ort h em t ok no ck ei t hery ouort het r ay . T r yt ok eept het r ayatwai s tl ev el andc l os et oy ourbody .Thi swi l l hel pt oav oi dk noc ki ng i nt opas s i ngt r afficandopt i mi s esy ourc ont r ol o vert het r a y . Ev ent houghcar r y i ngt hedr i nk st r a yhi ghabo v et heheadwi t honehandl ook squi t e s pec t ac ul ar ,t hi smet hodi snotr ec ommendedast her i s kofdi s as t eri squi t ehi gh. Whenc ar r y i ngat r a y ,al wa y sl ookwher ey ouar egoi ng,no tatt het r a y .
Car r yi ngpl at est oat abl e Commonl y , pl at esma ybec ar r i edi nt hehandsus i ngv a r i ouspl at ec ar r y i ngt ec hni ques– s eene xts ec t i on. Al t er nat i v el y ,pl at esmaybel oadedont or ec t angul arf oodt r ay swhi c har ec ar r i edt ot he wai t er ’ ss t at i onwher et heyar eei t herunl oadedi nt ot hehotboxordel i v er eds t r ai ghtt ot he t abl e. Al l i t ss h l db
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t it i b y
k i
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Youdon ’ tputy ourfi nger sont of ood )ou don*t lace your fingers around the to of glasses nt4:Pr ov i det abl es er v i c e Longhai ri sappr opr i at el yt i edbac korc ont r ol l ed.
Ser vi ngf oodandbever age Theac t ual f oodandbe v er agest hatt hegues t sc ons umei sonl ypar toft het o t al di ni ng e x pe r i e nc e. Thes er v i c eoft hos ei t emsi sanot herv i t al par toft heex per i enc e. I ti sof t ent hes er v i c epr ov i dedt ogues t st hats epar at esonev enuef r om anot herandi st he det er mi ni ngf ac t oraboutwhet herornott hos epeopl ewi l l r et ur nandt el l t hei rf r i endsabout us . Twokeyswhenser vi ngf oodandbever agear e: •
Doi tqui c k l ywi t houtgi v i ngt hegues tt hei mpr es si ont he yar ebei ngr us hedory ou
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ar ei nahur r y Doi tpr of es s i onal l y .Ser v et hec or r ec ti t emst ot hec or r ec tdi ner s ,bepol i t e,i dent i f y i t emsast he yar es er v ed,c ommuni c at eandi nt er ac twi t hgues t s ,s mi l e,ans wer an yques t i onst hatar eas k edandc hec kt hatt hei t emspr es ent edar eac c ep t abl et o t hegues t s .
Pl a ci ngt hef oodont ot hegue st ’ st a bl e Always serve the meal from the guest*s right 6the same side that everages are served from7 and announce the meal as it is eing laced down. Consistency in service is imortant. Ma"e sure the dish is laced down so the main item on the dish = the stea", the slices of meat, the iece of fish, the chic"en reast = is closest to the guest 6at the > o*cloc" = ? o*cloc" osition7. Where a stea" is eing served, the "itchen should have resented the stea" on the late with the fat toward the centre of the late, and not facing the guest so they have to cut through the fat to get to the meat. %t is rofessional to lace the right meal down in front of t he right erson, without having to as", !Who*s having the chic"en@ The guest numering system comes into lay when identifying which meal is to e laced in front of a articular guest. %t is usual ractice to announce each guest to confirm that each diner is receiving what they ordered. 8or e9amle, !The 3rand T+Bone, rare with e9tra chis. 'noy -lace the dishes on to the tale in such as way that the noise made y contact with the tale is minimised.
Ser vi ngFood Oneoft hemos ti mpor t ants ki l l sawai t erc anmas t eri st hear tofc ar r y i ngpl at es . Th er ea r et wome t h od st oc h oo s ef r o ma ndp r o fi c i e nc yi nu s i n ge i t h erme t h odc a no nl ybe ement gai nedi nt hes amewa yasgai ni ngc ompet enc yi nc ar r y i ngad r i nk st r a y–pr ac t i c e,El 4:Pr o vi det abl es er v i c e
TwoPl at eCar r yi ng Pl a t eca r r y i ngt e chni que s
Ho l dt h efi r s tpl a t ebe t we eny ou rt h umb ,i n de xfi ng eran dt h emi d dl efi n ger . Pl ac et hes ec ondpl at eabov et hefi r s tpl at e,s uppor t i ngi tbyy ourf our t hfi nger ,y ourl i t t l efi ngerandt he Pl a t eCa r r y i ng bas eofy ourt humbandf or ea r m.At hi r dpl at ec anbec ar r i edi nt her i ghthand.
Ho l dt h efi r s tpl a t ebe t we eny ou rt h umb ,i n de xfi ng eran dt h emi d dl efi n ger . Pl ac et hes ec ondp l at ei nt ot hec r eas eoft hepal m ofy ou rl ef thandundert heedgeoft hefi r s tpl at e, s uppor t i ngi tbyy ourr i ngandl i t t l efi nger s . Car r yt het hi r dpl at eont hefl atofy ourf or ear m andr i m oft hes ec ondpl at e.Af our t hpl at ec anbec ar r i ed ment4:Pr o vi det abl es er v i c e i nt her i ghthand.
Ser vi ngbever ages Ther ear eanumberofpoi nt st ono t ewhens er v i ngdr i nk s .Al wa y ss er v et ot her i ghtoft he s eat edc us t omer ,unl es st hi si sobv i ous l yi mpos si bl e. I tma ybei mpos s i bl et os er v ef r om t hegues t ’ sr i ght hands i dei ft wopeopl ear et al k i ng i nt i mat el yheadt ohead,ori ft her ei ssomet hi ngs uc hasapi l l arorpl anti nt hewayt ot he gues t ’ sr i ght . Ot herpoi nt si nc l ude: •
T r ay sar ec ar r i edont hepal m oft hel ef thandwi t ht het i psoft hefi nger ss l i ght l y
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r ai s ed–donothol dt het r a ybyi t sedges Dr i nkt r ay sar eus ual l yhel dont hel ef thands ot hatt her i ghthandi sf r eet os er v e
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t hedr i nk s I ft het r a ydoesnotha veanons l i ps ur f ac e,t henat r a yl i nerormats houl dbeus ed t opr e v entgl as s war ef r om s l i ppi ng.Thet r a ymatma ybek epti npl ac eb ysmear i ng
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af ewdr opsofwat eront het r a y’ ssur f ac e Se r v i c es t a ffs hou l dha ndl egl a ss war eb yt heba seort h es t e m.Ne v erh an dl e
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gl as s esbyt hei rr i ms ,nev erputfi nger si nt hegl as ses T r ay sar eus ual l yl oadedwi t ht heheav i es tgl as si nt hec ent r e,andt hel i ght er gl as s espl ac edar oundt heout s i de.I nmos tc as es ,t hel as tdr i nkont het r a ys houl d
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T r ay sshoul dbec ar r i edatwai s tl ev el t hr ought her oom wal k i ngwi t has t r ai ghtbac k
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ands houl der s .Don ’ tc ar r yt het r a yabo v ey ourhead! T r ay ss houl dbec ar r i edc l os et o,and‘ wi t hi n’ ,t hebodyt oav oi dk noc ki ngi nt o
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someoneorsomet hi ng Whenunl oadi ngt r a ys ,y ouma yhav et os l i ght l yt wi s ty ourbodywi t ht het r a y pos i t i oneds l i ght l yawa yf r om y ours i de.Thi si st oenabl et her i ghtar m andhandt o
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r eac hi nt owar dst het abl eands af el ypos i t i ont hec us t omer ’ sdr i nk Al l d r i nk ss ho ul db ea nno unc edwh enb ei ngpl a ce do nt h et a bl e .Th i spr o v i de sa n el ementofc us t omers er v i c easwel l aspr ov i di ngt hegues twi t hanoppor t uni t yt o c hec kt hatt he yar ebei ngs er v edt hedr i nkt he yor der ed.“ Ex c us emes i r ,y our
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Whi skyandCoke.Thankyou. ” Remembert obendyourkneeswhenser vi ngf r om at r ay Wor kant i c l oc k wi s ear oundt het abl e,r epeat i ngt heabov epr oc edur esunt i l t hel as t
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dr i nki sser v ed Dr i nkwai t er ss houl dwor kant i c l oc k wi s ear oundt het abl e,andf oodwai t er ss houl d
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wor ki nac l oc kwi s edi r ec t i on.Thi smeanst hatt heywi l l onl ycr os spat hsonc eat t het abl e,s av i ngs er v i c et i meandr educ i ngt hepot ent i al f orac ci dent sbet ween •
s t a ff 91 Us ec o as t e r sorn ap k i n su nd erd r i n k swh ena ndwh er er e qu i r e d.
El ement4:Pr o vi det abl es er v i c e
Che ck i ngc us t ome rs a t i s f a ct i on Che ck i ngs at i s f a ct i onwi t hf ood Al l s er v i c es t affmus tmoni t orpat r onsdur i ngs er v i c ef ors i gnsofdi s sat i sf ac t i on.Thi s meansk eepi ngal er tf ornonv er bal c uest hati ndi c at edi s pl eas ur e,andl i s t eni ngf or n eg at i v ec o mme nt st h atc a nb eo v e r h ea r d . Ch ec k i n gc us t o mers a t i s f a ct i o nmus tap pl yt obo t hf oo da ndb ev e r ag es .
The3mi nut echeck Whenameal hasbeens er v edt ot hec us t omer ,i ti si mpor t antf ors er v i c es t afft or e vi s i t t het abl eaf ewmi nut esl at ert oc hec kt hatt hemeal sar et ot hec us t omer ’ ssat i s f ac t i on. Th i si sc ommo nl yk no wna st h e‘ t h r e emi n ut ec he ck ’ . I ti nv ol v esappr oac hi ngt het abl eappr o xi mat el y3mi nut esaf t ert hel as tmeal waspl ac ed ont het abl eandmak i nganenqui r yal ongt hel i nesof“ I sev er y t hi ngt oy ours at i s f ac t i on?” or“ Ho wa r ey o urme al s ?”I nd i v i d ua lv e nu esma yha v es t a nda r ds t a t e me nt sf o ry o ut ous e wh enma ki n gt hi s3 mi nu t ech ec ks oc he ckwi t hy ou rs upe r v i s oran dad he r et osp ec i fi c
ent er pr i s er equi r ement s . I ti sas sumedt hataf t ert hr eemi nut es ,ac us t omerwi l l k nowi ft heyar es at i s fiedwi t ht hei r f ood. I ft heyar edi s sat i s fied,t hent heycant el l wai t i ngs t affandac our s eofac t i onc anbes eti n pl ac et or ec t i f yt hepr obl em. Re memb er ,i fy o uar eg oi ngt oa skgues t swh et he ro rno tt he ya r es at i s fi ed,y o uh av et o bepr epar edf ort hos ewhot el l y out he yar en’ t ! Don’ tt r eatt hes egues t sas‘ c ompl ai ner s ’ ,butv i ewt hes i t uat i onasanoppor t uni t yt ot ur na pr obl em i nt oapos i t i v es er v i c eex per i enc e:l i s t ent ot hei rc ompl ai nt ,apol ogi s eandac t qui c kl yt ofi xt hepr obl em. Pr obl emsmayi ncl ude: •
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Thes t ea ki st o ughTh eme al i sc ol dTh es t ea ki sno tc ook e da so r de r edSpe ci al r e qu es t sh a v en otb ee nme t . When you relace the rolem* meal, aologise again and imlement another three+minute chec" to ensure that the relacement meal is to the guest*s satisfaction. (eed is very imortant, esecially where the guest is art of a grou, as we do not want one diner eating their meal long after their fellow guests have finished. This can e emarrassing for them, and is a very ulic indication that we have got something very wrong. %t is commonlace for guests to resond ositively to your en#uiries aout their meal at the 2+minute chec" and this is great. Where you get such feedac", you should feed it ac" to the "itchen0 !Tale say the roast is suer !'veryone loves the lasagne !5ady with the ig arty wants the recie for the duc" sauce
)our three+minute chec" also resents guests with an oortunity to order or re+order. This may not fit in with the lans or the timing you have redetermined for your station, ut these orders must e ta"en, or dealt with, olitely and romtly. )ou may e the food waiter, ut the three+minute chec" may well result in a drin" order eing given. %t is totally unaccetale for you to say !%*m sorry; %*m t he food waiter, not the drin" waiter. )ou should ta"e the order and ass it on to the aroriate erson. %f there is some confusion on your art aout e9actly what the order is, let them "now this and they can follow it u.
Che ck i ngs at i s f a ct i onwi t hbe v er a ge s
Co mmo nl yt h er ea r ef e we rc ompl ai n t sab outd r i n k st h ant h er ea r ewi t hme al s . No ne t h el es s ,t h er ec anbeoc c as i on swh endr i n k sa r el e sst h anac c ep t a bl es oy o un eed t ob ea l er tt ot hene edt ok e epa ne y eo nc us t o me r st oi de nt i f ywhe nt he yha v eap r o bl e m wi t ht hei rdr i nk s . Commonpr obl emsmayr el at et o:
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Thebe erorwhi t ewi n ei swar m Thewr on gmi x e dd r i n kh asbe ens er v e d–t h e‘ r u m an dc ok e ’i sac t u al l y‘ b r and ya nd
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coke’ The wine tastes off*.
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%n ractice, the 2+minute chec" rovides an oortunity for diners to comlain aout everages as well as the food ut the monitoring of drin"s needs to e more fre#uent than ust this one chec". Tis on chec"ing customer satisfaction with drin"s include0 •
Moni t or i ngt henonv er bal l anguageofdr i nk er s–bei ngal er tt of ac i al ex pr es si ons t h ati nd i c at eso me t h i ngi swr on gan db ei n gt u ne di nt oc us t omer swhobec k o ny o u
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t ot hei rt abl e Ma ki nge y ec on t a ctwi t hp eo pl ewh ena torp as s i n gt h ei rt ab l e st oe nc our a get h em t os peakt oy oui ft her ei sapr obl em Ma"ing veral statements. %n some ways this is similar to the 2+minute chec" concet, aout their everages, esecially wine, such as !How*s the Chardonnay@
9El emen t4:Pr o vi det abl eser v i c e
Offer i ngaddi t i onalf oodandbever age Thr oughoutt hemeal t heoppor t uni t yar i s est ooff eraddi t i onal f oodandbev e r ages . Sel l i ngaddi t i onal i t emsi swhatt heempl oy ere xpec t sy out odo,andpr o vi di ngt hes ei t ems c ana l s omee tc us t o me re x pec t a t i on si nt e r msofs er v i c ene ed s. Offer i ngandpr ov i di ngaddi t i onal i t emst hatar enotbei ngs ol di spar toft hes er v i c e pr ov i s i ont hatc r eat escus t omers at i s f ac t i onandmeet sex pec t at i onsi nt er msofhi ghl ev el s ofs er v i c edel i v er y . Addi t i onal i t emsshoul dbeoff er edatappr opr i at et i messuc has : • • •
Thet h r e emi n ut ec he ck Whengl assesar enear l yempt y Whe nbo t t l e sar enea r l ye mp t y
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Wh enmo s tb r e adorr o l l so nt h et a bl eha v ea l l b ee nc o ns u me d.
Thes er v i c eofaddi t i onal i t emsshoul dbei nac c or dwi t hnor mal s er v i c epr ac t i c es .Ther e s houl dno tbeal es sers t andar dofs er v i c es i mpl ybec aus et hei t emsar e‘ addi t i onal ’ . I t e msma yi nc l u det h es er v i c eo fc on di me nt san ds i d edi s he ss u cha s: • • • • • • • • • • • •
Tomat osauce T abas c o s auc e Fi s hs au c e So y as auc e Chi l l i Must ar ds T ar t ar es auc e Mor ebut t er Mor ebr eadorr ol l s Si d es al a d Bowl off r i es Oni onr i ngs Ri c e
So mead di t i ona lequ i p me nti t e mst ha tma yne edt obepr o v i de dc ani n cl ud e: • • • • • •
Ex t r ac ut l er y–t or epl ac ei t emst hatgues t sma yha v edr oppedont hefl oor Ex t r ac r oc k er y Ex t r ag l as s wa r e Mor es er v i e t t es Afingerbowl Ascr apbowl –dependi ngont hemenui t em bei ngser ved.
Cl ear i ngt abl es Usedandunwant edi t emsshoul dber emovedf r om t abl est hr oughoutt hemeal . I ti snev erac c ept abl et oal l owus edorunwant edi t emst obui l dupont het abl eandc l ear t het abl eonl yatt heendoft hemeal . Remo vi ngi t emsp r ogr es s i v el yt hr oughoutt hemeal pr o vi dese x pec t edc us t omers er v i c e, andmai nt ai nac l ear‘ wor ks ur f ac e’t oal l o wf oodandbe v er agest obemor eeas i l ypl ac ed ont het abl e. Whengues t spl ac et hei rk ni f eandf or kt oget heri nt hec ent r eoft hepl at et hi si st heus ual s i gnt hatt he yha vefi ni s hedt hei rmeal . Ofc our s e,no tal l c us t omer swi l l dot hi s ,s oy oumus tbea war eofo t hers i gns .Themos t ob v i o usbei n ga ne mp t yp l a t e
Bef or ec l ear i ngan ypl at esawa y ,as kt hecus t omeri ft he yha vefi ni s hedt oens ur et hepl at e c ana c t u al l ybec l e ar eda wa y .As i mpl eq ues t i o ns uc ha s“ Ma yIt ak ey ourp l at e ,ma da m? ” or“ Hav ey oufi ni s hed,s i r ?”i sal l t hati sr equi r ed. T r a di t i onal l y ,wi t ht abl esofupt oei ghtpeopl e,al l gues t ss houl dhav efi ni s hedt hei rmeal bef or et het abl ei scl ear ed.Thi si st oav oi ds omegues t sf eel i ngt he yha vet or us ht ofi ni s h t h ei rme al sj u s tb ec aus eot he r sa r oun dt he m ma yha v ea l r ea dyfi n i s h ed. Wi t ht abl esofei ghtpeopl eormor e,pl at esar et r adi t i onal l ycl ear edr andoml yast he gues t sfini s ht hei rmeal . Nat ur al l yal l c l ear i ngofpl at esmus tbedonei nac cor danc ewi t hes t abl i s hments t andar ds andpr ac t i c es ,wi t hmi ni mal di s r upt i ont oc us t omer s .I fy ouar euns ur eaboutwhatappl i es aty ourwor k pl ac e,t henas ky ours uper v i s or .
St epst ocl ear i ngat abl e Thef ol l owi ngpr o t oc ol sc ommonl yappl ywhencl ear i ngat abl e: •
T r yt os t ar twi t ht hegues twhohast hemos ts cr apsl ef tont hei rpl at e.Thi swi l l ac tas
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t hebas epl at ef orc l ear i ng Al wa y sc l earf r om t her i ghto ft hegues t-t hes ames i det haty ous houl dha v es er v ed
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f r o m Pi c kupt hefi r s tpl at e,c ompl et ewi t hc ut l er y ,wi t hy ourr i ghthandandt r ans f erand
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s ec ur ei ti ny ourl ef thand Se cu r et h ee ndoft h ef o r kha ndl eund ery o urt h umb Sl i det hek ni f e,c ut t i ngendfi r s t ,undert hef or kt os ec ur ei tands t opi tf r om s l i di ng away Moving cloc"wise around the tale, clear the ne9t guest*s late. Ma"e sure the left hand is held ac" to avoid eing too close to the customer, esecially their head and shoulders Sec ur et hes ec ondpl at ei nt opos i t i ono vert hewr i s t ,ands c r apean yf oods c r aps ont ot hebas epl at e( pl at epos i t i oni ngwi l l beaspr ev i ous l ydes cr i bedi nt heT wo-
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pl at es er v i ngme t hods . Sec ur et hek ni f ebys l i di ngi tundert hes ec ur i ngf or k Pl ac et hes ec ondf or kpar al l el t ot hes ec ur i ngf or k Cont i nuet hi spr oc edur eunt i l al l t hepl at esandc ut l er yar ec l ear edf ort hatpar t i c ul ar c o u r s e .
Remember •
Cl ear i ngmus tbedoneatt heappr opr i at et i me( s eeabo v ef orgui del i nes )andwi t h mi ni mal di s r upt i ont ot hec us t omer s .Cl ear i ngs houl dbe‘ par toft hepr oc es s ’and
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notani nt er r upt i ont oi t Cl e ara wa yal l u nwa nt edorun us edcu t l er ywh enr emo v i ngma t c hi n gc ou r s epl a t e s. I fagues thasnotus edt hei rmai nc our s ek ni f ef ori ns t anc e,i tmus tbec l ear ed
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whent hemai ncour s epl at ei sc l ear ed Cl e ara wa yt h es i dep l a t ea ndt h es i d ek ni f ewhe nc l ea r i n ga wa yt hema i nme al pl at e.Thi si scl ear edf r om t hegues t ’ sl ef t hands i des oasnott or eac hac r os si n
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f r ontoft hegues t Cl eara wa yan yt hi ngt hati sun want edorunus edont het abl eatt hats t age Cl eara wa yan ycondi ment sas s oc i at edwi t ht hecour s et hati sbei ngcl ear ed.The s al ta ndpe ppe rs ha k er s ,b ut t e rd i s ha ndbr e adb as k e ts ho ul db ec l e ar edwhe nt h e ma i nc ou r s ei t e msar eb ei n gc l ear e d.Youma yho we v er ,e l ec tt oc l e ara wa y br eadboar dsorbasket sassoonasbr eadhasbeenconsumed.Checkhouse
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pr ac t i c eandadher et ot hat Cl eara wa yunus edordi r t ygl as s war easandwhennol ongerr equi r ed.Don ’ tl e t
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t h em b ui l du p Cl earawa yal l i t emsi nac c or danc ewi t ht hees t abl i s hment ’ sst andar dsandpol i c i es . Thi sma yi nc l udedi r ec t i onsr eg ar di ngwhe t herat r a ys houl dbeus edt oc ar r yt hes e i t emst ot hewai t er ’ sst at i ons ,orwhet herac l ot heds er v i c epl at ei st obeus ed,and whet herornoti t emsshoul dbec l ear edt ot hewai t er ’ ss t at i onordi r ec t l yt ot he k i t c henorbar .
Pr esent i ngandpr ocessi ngaccount s Nat ur al l yatt heendoft hedi ni ngex per i enc ec us t omer swi l l ber equi r edt opayf ort hei r f o odan db ev e r a gei t e ms . Thi swi l l beex pl ai nedi nmor edet ai l i nSec t i on6oft hi smanual . 96
Thankandf ar ewel lcust omer scour t eousl y Al l f oodandbe v er agegues t ss houl dbet hank edandf ar ewel l edcour t eous l y . Thi sappl i est or egul ar sandv i s i t or s ,bi gs pender sandt hec us t omerwhoj us tdr i nk sapo t o fb ee ro rs q ua s ha nde at sane nt r é e. Wemus tgi v eal l dr i nk er sanddi ner st her es pec tt he yandt hei rpat r onagedes er v e s: wi t houtt hes ec us t omer sy oudon’ tha v eaj ob!
Thei mpor t a nc eoft hef a r e we l l Thef ar ewel l i ngofc us t omer si sani mpor t antpar toft hes er v i c ec y cl eandonet hati s
ar guabl ymo mor ei mpor t antt hant hegr ee t i ngt hec us t omerr ec ei v esbec aus et hef ar e wel l i s of t ent hel as tt hi ngt he yha v et or ememberusby . Yous ho ul da l s ob ea ri nmi ndt ha tman yc us t omer swh ol ea v eah os pi t a l i t yv enu e,l ea v e wi t hno t hi ngbuthav epai dmone yf ort hatpr i v i l ege! Toi l l us t r at et hi s ,i tmeanst hatmos tpeopl el eav eapr oper t yaf t erhav i ngs l eptt her e,eat en t her e,dr ankt her eoraf t erat t endi ngaf unc t i onorent er t ai nmentev ent .Thi si st ot al l y di ff er entt omos tr et ai l s i t uat i onswher ec us t omer sl ea veha vi ngpai df orani t em t heyt ak e wi t ht hem andcanuseathome me. Thepoi ntbei ngt hent hatt hecus t omer sma ma yha v ej us ts pentasubs t ant i al a mo mountof mone y ,andt henl ea v ewi t hno t hi ngt os ho wf ori t ,e x c ep tper hapsaf ul l s t omac h.Thes e f ac t sunder l i net hei mpor t anc eofagoodf ar ewel l .
Fa r e we l l i nggue st s Al l gues t ss houl dbef ar ewel l edi nac c or danc ewi t hes t abl i s hments t andar dsandpol i c i es . So me mees t a bl i s hme nt sma ma yr eq ui r et h ei rs t a fft owal kt h ec us t o me me r st ot heen t r a nc ean d hol dt hedooropen,bef or et hank i ngt hem andbi ddi ngt hem f ar e wel l . Ot h ere s t a bl i s h me me nt sma ma yr e qu i r eamo r ec as u al a pp r o ac hs uc hasas mi mi l e ,awa v ea nda s i mp l e“ Th an k sv e r ymu mu ch ”t ot h eg ues t sast h eyar ed ep ar t i n g. I tma ybes t an da r dpr a ct i c et owi s ht h em “ Go odda y ”o r“ Go odni gh t ”a nd“ Wel o ok f or war dt os eei ngy ouagai n” ,ors omes i mi l arphr as e. Wher eappr opr i at ey ouc oul dal s ooffert oc al l at ax i . I fi ti sr a i ni ng,es cor t i nggues t st ot hei rc arwi t hanumbr el l amaybepar toft hes er v i c e off er e d.Anal t e r n at i v ema yb et ooff erac omp l i me nt ar yc off eewh i l et h ewea t h erc l e ar s . Wh at e v ert h es t a nda r do rp ol i c y , gu es t ss ho ul db ea ck no wl e dge dwh ent he yl ea v e.Th ei r fi nal e x pe r i e nc ewi t hy o umus tbeapo si t i v eo ne.
T as kShe et4 . 1 1 I ti sar equi r ementoft hi sUni tt haty ouc ompl et eWor kPr oj ec t sasadv i s edbyy ourT r ai ner . Youmus ts ubmi tdoc ument a t i on,s ui t abl ee vi denc eoro t herr el e v antpr oofofc ompl e t i on oft hepr oj ec tt oy ourT r ai nerbyt heagr eeddat e. 4. 1 T of u l fi lt her eq ui r e me me nt so ft h i sWo Wor kPr o j e cty o ua r ea sk e dt or e sea r c hh owt o r ec ei v ec us t omeror der si nc l udi ng: •
T y pesofgl as s war e,s er v i c ewar eandc ut l er ysui t abl ef ormenuc hoi c e
St e ps
as soc i at edwi t hadj us t i ngt hec ov er . 4 . 2 . Re s ea r c hho wt oc he c kpr o du c ta nd / o rb r a ndpr e f e r e nc e swi t hc us t o me me ri na c our t eousma manner ,i nc l udi ng: •
Howt oi dent i f yper s onal pr ef er enc es T y p eso fp ou ra ndc al l b r a nd sc ommo nl y us edf orar angeofal c ohol i cpr oduc t s .
4. 3 . Res ea r c hho wt opr o v i d ec l e ara ndhel p f ul r e co mm mme nd at i on sori nf or ma t i ont o c us t omer sons el ec t i onoff oodordr i nk si nc l udi ng: • • •
I d en t i f yar a ng eo ff o odi t e ms msan dh owt or e c omme ndt h em I d en t i f yar a ng eo fb ev e r a gei t e ms msa ndh owt or e c omme ndt h em FoodandWi Wi neComb mbi nat i ons,basedonanest abl i shme ment ’ sf oodandwi nemenu.
4. 4 . Res ea r c hho wt os er v ef oodan dd r i n kac c or di n gt oent e r p r i s er e qu i r e me me nt sa nd per s onal h ygi enes t andar ds ,i nc l udi ng:
• • • • • • • •
Col l ec t i ngf oodandbev er agesel ec t i ons Del i v er i ngi t emst ot het abl e Se r v i n gf o odan db ev e r a ge Chec k i ngc us t omers at i s f ac t i on Off er i n ga dd i t i on al f oo da ndb ev e r a ge Cl ear i ngt abl es Pr es ent i n ga ndpr o ce ss i ngac c oun t s Tha nkan df a r e we l l c us t o me me r sc ou r t e ou sl y .
98 El eme ment
4:Pr o vi det abl es er v i c e
Per f or manceCr i t er i af or T as kShe et4 . 1 1 Pr ov i det a bl eser v i ce Recei vecust ome meror der s
Pr o vi d egl a ss war e,s er v i c ewar eandc ut l er ys ui t abl ef ormenuc hoi c e
Adj us t i ngt hec ov er .
Checkpr oductand/ orbr andpr ef er enceswi wi t hcust ome meri nacour t eousmanner
Per s onal p r ef er enc e
Po ura ndca l l b r a nd s.
Pr ovi decl earandhel pf ulr ecommendat i onsori nf or mat i ont ocust omer sonsel ect i onoff ood ordr i nks,i fr e qui r e d
Rec ommend i ngFood
Recommendi ngBev er ages
FoodandW Wi i neComb mbi nat i ons.
Ser vef oodanddr i nkaccor di ngt oent er pr i ser equi r eme ment sandper sonalhygi enest andar ds
Col l ec t i ngf ooda ndbe v er ages el ec t i ons
Del i v er i ngi t emst ot het abl e
Se r v i n gf o odan db ev e r a ge
Chec k i ngc us t omers at i s f ac t i on
Off er i n ga dd i t i on al f oo da ndbe v er a ge
Cl ear i ngt abl es
Pr e s en t i n ga ndpr o ce s si n ga cc ou nt s Thankandf ar ewe
L#r!! Ou")o'# ; 2
A" "%# D!#r
C/&T'&T0 :. <. 2. >.
3ood communication s"ills (ervice styles for different tyes of food Comatiility of common food and everage items Traditional accomaniments for different tyes of food
A(('((M'&T C$%T'$%A0 1 . Ad di t i o na lr e qu es t sorn ee dsoft h eg ue s t sar ean t i c i p at e d. 2 . Ad di t i o na lf o odan db ev e r a gear eoff er e da nds er v e da tt h ea pp r o pr i a t et i me s . 3 . Ne c e s s ar yc o nd i me nt sa nda pp r o pr i a t et a bl e wa r ea r ep r o v i d edb as e do nt h ef o odo r d er . 4 . De l a y sord efi c i e nc i e si ns er v i c ear er e co gn i z edan df o l l o we du pp r o mp t l yba se do ne nt e r p r i s epo l i c y . 5. The“3i sconduc t edt oc hec kgues t‘ ssat i s f ac t i on. mi nut echeck” g swi t hspeci alneeds 6. Chi l dr enan d uest ar et r eat edwi t he xt r aat t ent i onandc ar e.
C/&D%T%/&(0 (tudent1 trainee must e rovided with the following0
Tool/
E4*p)en! Telehone
Ma!e$*al/5 Sppl*e/ -en and aer 3uidelines %nstructions
M'TH/D/5/3) Modular 6self+aced7 'lectronic learning %ndustry %mmersion 8ilm viewing Demonstration Discussion
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A(('((M'&T M'TH/D0 %nterview 6oral1 #uestionnaire7 /servation Demonstration of -ractical ("ills Written e9amination
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L#r!! E:(#r#!)# < A)""#
Learning Outcome # 6 A" "%# D!#r Learning Activities
Special Instructions
This 5earning /utcome deals with the develoment of the %nstitutional Cometency 'valuation Tool which trainers use in evaluating their trainees after finishing a cometency of the #ualification. 3o through the learning activities outlined for you on the left column to gain the necessary information or "nowledge efore doing the tas"s to ractice on erforming the re#uirements of the evaluation tool. The outut of this 5/ is a comlete %nstitutional Cometency 'valuation -ac"age for one Cometency of Food and Beve$a%e Se$v*.e/ NCII. )our outut shall serve as one of your ortfolio for your %nstitutional Cometency 'valuation for Develop and pda!e "ood and #eve$a%e &no'led%e1 8eel free to show your oututs to your trainer as you accomlish them for guidance and evaluation. This 5earning /utcome deals with the develoment of the %nstitutional Cometency 'valuation Tool which trainers use in evaluating their trainees after finishing a cometency of the #ualification. 3o through the learning activities outlined for you on the left column to gain the necessary information or "nowledge efore doing the tas"s to ractice on erforming the re#uirements of the evaluation tool. After doing all the activities for this 5/<0 A" "%# !#r; you are ready to roceed to the ne9t0 LO31 Pe$"o$) #an4e! o$ .a!e$*n% "ood /e$v*.e/
I7&O0MATIO7 S+EET 896:1 Pr e pa r ef ooda nd/ orf ooda ndbe v er a geout l e tf ors er v i c e
19 "ec- foo* service area an* customer facilities for cleanliness prior to service; in accor*ance it" enterprise proce*ures; an* "ere reuire*; ta-e corrective
St affwor k i ngi naf oodandbev er agef ac i l i t ywi l l be r es pons i bl ef orc hec k i ngt hef oodandbe v er agear eapr i or t oopeni ng/ s er v i c et oens ur ei t sc l eanl i nes sand,wher e r equi r ed,t ot ak ec or r ec t i v eac t i on. I nmos tes t a bl i s hmen t s ,e mp l o y eesar er o s t er edona mi n i mu mo fh al fa nh ou rd ep en di n go nb oo k i n gsa ndt h e s i z eoft hef ac i l i t ybef or eas hi f ts t ar t s ,t opr epar ear es t aur ant / di ni ngar eaf ors er v i ce. Thepr epar at i onofar es t aur anti svi t al f ort heeffic i entands uc ces s f ul r unni ngofan ymeal s hi f t .Thi ngsneedt obec hec k ed,s t oc k ed,pos i t i onedandc l eanedbef or ear es t aur ant openst ot hepubl i c ,andi far es t aur anti sunpr epar ed,s er v i c ema ybes l ow,i neffic i entand s eenasun pr o f e ss i o nal b yt h ec us t o me r ,wh ot h enma yd ec i den ott or e t u r n . Yo un ee dt ober e ad yf o rs e r v i c ewh ent h ed oo r so pe n–ot h er wi s ey oual wa y ss e em t obe pl a y i ngc at c hup ,an dne v erge to nt opo fwh atne ed st obedo ne .
T"e range an* variet) of foo* an* !everage outlets Thei ndus t r yboas t sawi dev ar i e t yoff oodandbe v er ageout l e t s . Th en ot e sp r o v i d edi nt h i sma nua la r ei n t en de da sag ui det owh at i sgener al l yappl i c abl e.Howev ery ouar eadv i s edt oi dent i f ywhat s pec i fi c al l yappl i esaty ourwor k pl ac eandc ompl ywi t ht hos e r equi r ement swher et he ydi ff erf r om whati spr o vi dedi nt hes e no t es . I nman yi n s t a nc est h ep r ef e r r e dme t ho ds ,t e ch ni qu esan d pr ot oc ol swi l l r efl ec tt henat ur eands t y l eoft hees t abl i s hmentand t h ea t mo s ph er e ,i mag ea nde nv i r o nme nti twi s hest oc r e at e . Fo re x a mpl e,o nee s t a bl i s hme ntma ya i mf o rac as ual d i ni ngen v i r onmen twhi l ea no t h er ai msf o ramo r ef or ma la pp r o ac h. Nei t heri sr i ghtorwr ong–t heyar es i mpl ydi ffer entandi ti syourr es ponsi bi l i t yt opr ovi de t hes t y l eofs er v i c eappr opr i at ef ort hevenuewher ey ouwor k . I funs ur eaboutwhatappl i eswher ey ouwor k ,s peakt oy ours uper v i s or .
leaning an* c"ec-ing t"e restaurant area Al l ar easneedt obec hec k edf orc l eanl i nes sorc l eanedpr i ort os er v i c e. Mos tes t abl i s hment sempl o yc l eaner st odot hebul koft hec l eani ngdur i ngt hehour st he ar eai scl os ed.Howe ver ,t hr oughoutt heda y ,c er t ai nar easmus tbemoni t or edf ort hei r on go i ngc l e anl i n es san da nypr o bl em a r e asmu s tb er ec t i fi edpr o mp t l y . The sepr ob l ems c annotwai tunt i l t hedai l ymaj orc l eani ngs er v i c e. Thes epr oc edur esf ol l o w an yes t abl i s hments c hedul e.The yc ov erawi dedi v e r s i t yoft as k s andequi pment .Thes i z eo ft hev enue,t henumberofs t aff ,t henumberofc ov er s ,l a y out , s er v i c es t y l eandopeni nghour swi l l al l i mpac tont hec l eani ngandc hec ki ngt hatar e r equi r ed. Ar east oc hec kf orc l eanl i nes sma yi nc l ude: •
Fur ni t ur e–t abl esandc hai r s
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Wal l hangi ngs–pi c t ur esordi s pl ay s
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Fi x t ur es–l i ghtfi t t i ngsanddoork nobs
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Pl ant s–i ndoorpl ant sandpot s
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Gl ass–wi ndows,panel sanddoor s
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Fl oor–c ar petandt i l edar eas
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Wor kst at i ons–wai t er ’ ssi deboar d
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Toi l et s–r es tar eas
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offeemac hi ne,c ar v i ngt r ol l ey ,t oas t er ,barc hi l l er ,bar Oper at i ngequi pmentsuchasc bl enderet c . .
"ec-ing an* cleaning customer facilities Fac i l i t i escans ayal o taboutt hehy gi enel ev el sands t andar dsofanes t abl i s hment . Cus t omer sdi s l i k ev i s i t i ngf ac i l i t i esi nav enuet hatar emes syorunc l ean,andof t eni nf er t hi ngsaboutot herar easoft hepr oper t ybas edonwhatt he yfi ndi nt hes epubl i car eas . I ti st her ef or ev er yi mpor t antt ok eept hes ear eascl ean.Wai t i ngs t affc anno taff or dt o adoptav i ewt hats ay s‘ t hes ear enotmyar eas–i t ’ sno tupt ome ’ . Theyar e–andi ti s ! Cus t omerf ac i l i t i esma yi nc l udet hewai t i ngar ea,t het oi l et s ,nons mok i ngar easand e xt er nal ar eas . Waiting area
Thi sar eai sus edt os eatc us t omer swhoma ybewai t i ngf orat abl e,orwai t i ngf orot her gues t st oar r i v e.
Wai t i ngar easus ual l yhav es eat i ng,off erwr i t t enmat er i al f orc us t omer st or ead,andha ve s omeofv i e wt ok ee pc us t omer se ng ag edwhi l et h eyar ewa i t i n g. Wai t i ngar easmayal s ohav eac l oak r oom t os t or ec us t omer s ’pr oper t y .I ti svi t al f or c l oak r oomst obec l eanandwel l mai nt ai nedi nor dert or educ et her i s kofdamagi ng c us t omer s ’pr oper t y ,andt oc r e at eani ni t i al i mpr es si onofc ar eandat t ent i ont odet ai l t hr oughoutt heent i r epr oper t y . Wai t i ngar easar eus ual l yneart hef r ontent r anc e,andar eof t ent hefi r s tar eaac us t omer ent er s .Thi sfi r s ti mpr es s i onoft hees t abl i s hmenti sv er yi mpor t ants oc l eanl i nes sand t i di nes si ses s ent i al . I naddi t i on,s t a ffwhowor kher emus tr eal i s et hatt hei rdr es s ,ac t i onsanddemeanourar e l i k ewi s ec r i t i c al :t heymus tal s or eal i set hatc us t omer swi l l s eet hem bef or et heyt al kt o t hem,andar ef or mi nganopi ni onoft hees t abl i s hmentl ongbef or et hefi r s twor di ss ai d. Toilets
Ther es t r oom ar eamus tbek eptc l eanatal l t i mesandwel l s t oc k edwi t ht henec es s ar y i t ems . De pe nd i n go nt h en umb ero fp at r o ns ,s o mer e s t r o om a r e asc a ng etq ui t eme s s ydu r i n g s er v i c e. eani ngSc hedul ea ndChec k l i s tf ort hei ndi v i d ual f ac i l i t yshoul db epr epar edandus edt ogui de ACl i ns pec t i onsoft oi l et s .
Thef ol l owi ngar easi nar es t r oom mus tbechec k edf orc l eanl i nes sands t oc k edbef or e s er v i c eandr egul ar l yt hr oughoutas hi f t .Chec k ss houl di nc l ude: •
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Be nc he s–ma ki n gs ur et h eya r ef r e ef r o m wat e r ,s oa ps c um,t i s s uesa ndgl as s war e T oi l etc ubi c l es–c hec ki ngt heyar es t oc kedwi t ht oi l etpaper ;t het oi l etbowl ands eat mu s tb ec l e an Ur i nal –chec k i ngt he yar ecl eanandi ngoodwor k i ng or deranddeodor antbl oc k ss uppl i edwher eappr opr i at e Handt o wel di s pens er–mak i ngs ur ei ti ss t oc k edwi t h wovenpapert owel s Handdr y er–v er i f y i ngi ti scl eanandi ngoodwor k i ng o r d e r So apa nds an i t i s er–c he ck i ngt oe ns ur es uffic i en ts up pl y Was t epaperbas k et–emp t y i ngi tasr equi r edandens ur i ngi ti sno to v er fl owi ng,andi s fi t t edwi t habi nl i nert hati si ngoodor der
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Fl oor–mak i ngs ur ei ti scl eanandf r eef r om r ubbi s handl i qui ds pi l l age
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Ma ki n gs ur et h ea r eaha sac l e anan dh y gi e ni cs mel l .
Unf or t unat el y ,s omec us t omer svi s i t i nghos pi t al i t yes t abl i s hment scoul dbei l l ,andi f s omeonehasbeeni l l i nat oi l e torr es t r oom,t hent hepr obl em mus tbeaddr es s ed i mmedi at el y .Ev ent houghi t ’ sadi r t yj ob,y ou’ v egott ofi xi t .Youmus tnotj us ti gnor ei t . I fy ouc an’ tdoi t ,getac l eaneront oi ti mmedi at el y . Whent hes ec hec k sandcl eani ngdut i esar ebei ngper f or med,i ti sal s onec es s ar yf ory ou t ok eepaney epeel edf oranypi ec esoff ur ni t ur e,orot heri t emst hatr equi r er epai ror wh i c hma ypo seada ng er .The ses hou l dber e por t edt ot h ea pp r o pr i a t epe r s on ( s up er v i s oro rt h ema i n t en an cede par t me nt ) ,an dr e mo v edf r om s er v i c ewh er ewa r r a nt e d. Wor kwi t hi ngui del i nesf orOc cupat i onal Saf et yandHeal t h( OSH)r egar di ngcl eani ngt oi l et ar eas ,s uc haswear i ngdi s pos abl egl o v es ,t ak i ngal l nec es s ar ymeas ur est opr o t ec t y our s el fagai ns ti nj ur ywhendeal i ngwi t hc hemi c al s ,bei ngal er tt ot hepos si bi l i t yt hat needl esma yha v ebeendi s pos edofi nt het oi l e tc ubi c l esori nt hewas t ebi ns . Smoking areas
Th ema i nc l e ani ngoft hi sar e as ho ul dh av ebe end oneb yt h ec l e ani n gs t a ffb uty o urr ol e ma yi n c l u de : •
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Chec k i ngt hatt hec l eani ngo ft hi sar eahasbeen d on e–an da r r a ngi n gf o rs upp l e me nt a r yc l ea ni n g whe r er eq ui r ed Doi ngs potc l eani ngofar easandi t emst hatr equi r e i t–t hec l eaner sma ynotal wa yscl eant hi sar eat o t hes t andar dy ouwant ,orwhi c hi sr equi r ed Pl ac i ngas ht r ay si nt hear ea–ont abl es ,ont he floor Pl ac i ngadv e r t i s i ngmat er i al i nt hear ea–t opr omo t et hef oodandbe v er ages a v ai l abl e,andt opr omo t eupc omi nge v ent s ,s pec i al oc c as i onset c . Wat er i ngpl ant si nt hear ea.
Ag ai naCl eani ngSc hedul eandChec k l i s tf ort hei ndi v i dual s mok i ngar eashoul dbe pr epar edandus edt ogui dei ns pec t i ons . External areas
Ex t er nal ar easar ear easout s i det hepr emi s esandcani nc l udef oo t pat hs ,gar densandcar p a r k s .
Thes ear easar eof t enf or go t t enb ys t affwhonor mal l ywor ki ns i det he pr emi s es ,butt he yar ev er yi mpor t antbec aus et hes ear easar et he on est h atc us t omer ss eebe f or et he yen t ert h ef o oda ndbe v er ag ea r e a. Onc eagai n,t he ys t ar tf or mi ngi mpr es s i onsaboutt hef oodand be v er agesandt hes er v i c et he ywi l l r ec ei v ebas edont hes ef ac t or s . Dut i esr egar di ngt hes ear easar eus ual l yl i mi t edt ot hebas i c ssuc has : •
Sweepi ngorhosi nganar ea
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Pi c ki ngupr ubbi s h
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Col l ec t i ngan ygl as s eset c .t hatgues t sma yha v et ak e nout s i de.
.repare an* a*
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Thet emper at ur es et t i ngsont hec l i mat ec ont r ol / ai rc ondi t i oni ng sys t ems Thel i ght st hatha v et obet ur nedonoroff Th el e v el a twh i c hs ounds y s t e mso pe r at e.
Comfort and ambience
Someoft hef ac t or si nac hi ev i ngahi ghl ev el ofc us t omerc omf or tandcr eat i ngt he r equi r edambi enc ei nc l ude: •
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Res t aur antt emper at ur es etatac omf or t abl el e vel t ak i ngi nt oac c ountt heout s i de t emper at ur es .Somepr oper t i ess etacons t antl e v el y earr ound.Anac c ep t ed t emper at ur er angef ordi ni ngar easi s20º C-26º C,whi l eot herpr oper t i eswi l l mak et he r o om c o ol e rd ur i n gs u mme ra ndwa r me rd ur i n gwi n t e r . Gener al l yspeak i ng,t het emper at ur el ev el s houl dbea‘ s etandf or get ’ i s sue.I ft he t e mp er a t u r eha st obeal t e r e d,p er mi s s i o nt odos oma yber e qu i r e df r o m ma na ge me nt b ef o r ead j u s t me nt sa r ema de . Li ght i ngadj us t edac cor di ngt ot het i meofdayandt hees t abl i s hments t y l e.Li ght i ngi s ama i nwa yi nwh i c ha mb i e nc ei sc r e at e da ndt h ec o mb i n at i o no fu pl i g ht san dd own l i ght s ,t heus eofdi mmerandc ol our edl i ght sal l c ombi net opr oduc ear equi r eds et t i ng.
Checksmustbemadet oensur e:
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Nobl ownbul bs
Nofl i c k er i ngfl uor es c ent s
Di mmer sar es etatt hec or r ec ts et t i ng
Li ght sar eonoroffasr equi r ed
Af r e s hs me l l .So me t i me si tma yben ec e s s ar y t ot ur nont heai rc ondi t i oni ngf oras hor tt i met o c l ea ra wa ys t a l eai ra nds mok e .I ns omec as es t h ep r o pe r t yma yus eac o mme r c i a lp r o du c tt or e mo v eba ds me l l s .I ns omev en ue s ,a f r e s hs me l l ma ybeac h i e v e db ys i mp l yo pe ni n gwi n do wsa nddo or sb utc a r ene ed st o bet ak ent opr ot ec tagai ns tfl i esandot heri ns ec t scomi ngi n! Mu si cor g an i s eda sa ppr op r i a t e.Thet y peo fmus i cpl a y edmu s tbei na cc or d an cewi t h es t abl i s hmentpol i c i es ,t hemes ,s pec i al ev ent sandpr ef er enc es .Forex ampl e,I r i s h mus i conStPat r i c k’ sDa yi sappr opr i at e Vol umeoft hemus i cshoul dbes etatar el at i v el yl owl ev el att hes t ar tofas es s i onand b ea dj u s t e du pwar d sa spa t r o nn oi s ea ndc ut l e r yandc r oc k e r yno i s eg r o wsdu r i ng s er v i c e.Themus i cs houl dai mt o:
Pr o vi deabac k gr oundt ot hedi ni nge xper i enc e
Mas kc on v er s at i onsofo t herpat r ons
Cr eat eat mospher e.
I ns omees t abl i s hment s ,qui c k t empomus i ci spl a y edt o enc our agegues t st oeatqui c k ert her eb yi nc r eas i ngt he pos si bi l i t yofs el l i ngat abl emor et hanonc epers es si on.I n ot herv enues ,t hemus i ci sdel i ber at el ychos ent opr o vi dea mo r er e l a x edan ds l o wer p ac eden v i r o nme nt . Ther ei snor oom i nv enuesf ory out obr i ngi ny our f a v our i t eCDsandus et h em ast h es t a nd ar dmu si cf o rt he di n i n gr o om! T a bl ede cor a t i onsa ndfloordi s pl a y s
De co r a t i o nsh el pc r e at et h ea t mo sp her ef ort h er o om a ndma ybet h eme dt or e fle ctt h e nameoft hev enue/ r oom,ort or efl ec tt hei nt er es t soft hec us t omer swhoeatanddr i nk
Fl oordi s pl a y sar eus edt omo t i v at ec us t omer st obuy pr oduc t s( f oodandbe v er agei t emss uc haswi nes ,c oc k t ai l s oranomi nat edmenui t em) ,ort opr omo t eano t herpar toft he v e nu eo rt op r o mo t ea nu pc omi n gs pe ci al e v en ti nt h ed i n i n g ar e ao rb ar( s uc hasMo t h er ’ sDa y ,aSeaf o odNi g hto r Val ent i ne’ sDay ) . Adjusting the environment during trade
Cu s t o me r ss o me t i me ss ho ws i g nst h att h eya r eno t c omf or t abl ei nt hei rs ur r oundi ngs .Youneedt obea war eo f t h eb od yl a ng ua geb ei n gs e ntb yc u s t o me r s .Ca r e f u l obs er v at i onwi l l l ety ouk nowi fpeopl ear et ooc ol d,t oohot , ori ft hemus i ci st ool oud,ort hel i ght st ool ow. I ti saf ac to fl i f ei ndi ni ngar easandr es t aur ant st hatget t i ng t heai rc ondi t i oni ngormus i c100% r i ghtf orev er y onei s v er ydi ffic ul t ,i fnoti mpos s i bl e. Fors omeones i t t i ngunderanai rc ondi t i onerout l ett he t emper at ur ec anbet ooc ol d,whi l ef ors omeones i t t i ngonl y ac oupl eofmet r esawa y ,i tc anbeper f ec t . Ap ar t yofy o un gp eo pl ema ywan tt h emus i ct u r ne du po ran ot h ers t y l eo fmus i cpl a y ed, wh i l ea no l d erg r o upma ywa ntt h emu s i ct u r n edd own . Al wa y schec kwi t has uper v i s orbef or eadj us t i ngt emper at ur eormus i c .Somepr oper t i es wi l l r equi r et hes etl e vel st obeadher edt oatal l t i mes ,whi l eot herr oomsma ybepr epar ed t oal t ers et t i ngswher et hos er eques t i ngt hec hangesar e( f ore xampl e)r egul arc us t omer s orr epr es entt hemaj or i t yofpeopl ei nt her oom.
Set up an) furniture accor*ing to enterprise reuirements; customer reuests an* customer an* sta= convenience an* safet) Anot hermaj ort as ki npr epar i ngaf oodandbev er ages er v i c ear eaf ors er v i c ei st os etup t hef ur ni t ur ei nt her oom. ‘ Fur ni t ur e’ pr i mar i l yr ef er st ot abl esandc hai r s . Ther oom maybeset up: •
I nas t andar df as hi on–wher ei ti ssetex ac t l yt he s amef o re ac hs es s i o nr eg ar d l e ssofb oo ki n gs ,da yof t heweek ,t i meoft heda y T or efl ec tt hei dent i fi eds er v i c es es s i onneeds .
Floor plan
Afl oorpl ani samapofhowt het abl esar et obepos i t i onedi nadi ni ngar eaorr es t aur ant .
An ewfl oo rp l a ni sc r e at edi nman ye s t abl i s hmen t sf o re ac ha nde v er ys er v i c es es s i o n. Whi l et hes efl oorpl ansma yal l bes i mi l ar ,t her ewi l l s omet i mesbes ubt l ev ar i at i ons ,andat o t he rt i me sbi gdi ff er e nc e sbe t we ent h em. Muc hofwhatwedoi nt hehos pi t al i t yi ndus t r yi sbas edoni nt el l i gentandadequat e pl anni ng:afl oorpl ani soneas pec toft hatpl anni ng. Afl oorpl ans et sout : •
Wher et het abl eswi l l bephy si c al l ypos i t i oned
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Thenumberofcover soneacht abl e
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Thet abl enumber s
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Whi c hwai t er swi l l s er v ewhi c ht abl es .
T ab l ear r an ge me nta ndpl a ce me ntc anv ar ya c co r d i ngt ot h et y p ea nds t y l eofmen ub ei ng s er v e d,andeac hfl oorpl anmus tt ak eanumberofpoi nt si nt oc ons i der at i ont oens ur e c us t o me rc o n v eni e nc ea nds af e t y . Th es ep oi n t sma yi n c l u de : Re se r v a t i ons •
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Nu mb ero fgu es t s–i n cl udi n gt y peofgu es t s .Fo re x amp l e ,aba byma yr e qu i r eahi g h c hai r Na meo fg ue s t s / p ar t y Al s o,t hes i z eofs omebook i ngscani ndi c at ewher et hei rt abl ehast obepl ac eds i mpl y bec aus ei twon’ tfi ti nc er t ai nl oc at i ons Cus t omer ’ sar r i v al t i me
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Spec i al r eques t s–s uc hast hegues tr eques t i ngas pec i fi ct abl enumber ,at abl et hat hasav i ewoft hel ak e,onet hati s n’ tneart heent r anc edoorori scl os et ot hedanc e floor
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Needsofgues t s ,f ore x ampl e,wheel c hai rac c es s ,needf orpr i v a cy
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Cont ac tdet ai l s / numberf orgues torpar t y .
Shapeanddesi gnoft her oom
Thi si nv ol v est ak i ngi nt oac countt hes t r uc t ur eoft her oom i n r el at i ont oi s suessuc has : •
Ti er edfl oor s–s pl i tl ev el di ni ngar easar enot or i ous l y di ffic ul tt opr epar eat abl epl anf orast he yt endt owas t ea l otofs pac e
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L oc at i ona nds i z eo fd an c efl oo r s
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L oc at i onofwi n do ws
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Nu mb era nds i z eo fe nt e r t a i n me nta r e as
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Requi r edt hor oughf ar est oal l owbot hgues tac ces st ot abl es ,t oi l et set c .andt oal l ow s t a ffs uffic i en tr oo mt omo v ea r o undt h efl oo ra nds er v i c et h et ab l e s Th ea mo unto fr oo mr equ i r edf ors t affmo v emen tmu s tr efl e ctt h es t y l eo fs er v i c eb ei ng off er ed.Fore x ampl e,mor er oom i sneededbe t weent abl esi fguer i dont r ol l e y sar e goi ngt obeus edaspar toft hes er v i c e. Mos tfl oorpl answi l l al l ows ev er al pr i mar yser v i c er out esf orwai t i ngs t afft ot ak eont he fl oors ot hatal l t het abl escanbes er v i c ed
•
Loc at i onandnumberofboot hsoral c ov est hate xi s ti nt her oom –i fappl i c abl e.
I mmovabl eobj ect s
Wi t hi nmos tr oomst her ewi l l bev ar i ousobj ec t st hatc anno tbemo v edandt her ei s t h er ef o r eane edt opl a na r ou ndt h em.The yi n cl ud e: •
Wai t er ’ ss t at i ons
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Pi l l ar s
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St ai r c as es
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Di s pl a yc as es .
St yl eoff ur ni t ur e
Thes ewi l l al s oi nfl uenc et hel a youtoft hefl oorpl an.Fac t or si nv ol v edar e: •
Shapeoft abl es––r ound,s quar e,hal f moon,quar t er c i r c l e
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Si z eoft abl es–t woper s on,orf our per s on
Exi t sanddoor s
Th el oc a t i onofd oo r sa ndwhe t h erorn ott he yop eni n wa r d soro ut war d smu s tb et a k en i nt oac c ounti nr el at i ont o: •
Ser v i c edoor s–t oandf r om t hek i t c hen,bar
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Fi r eex i t s
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Rest r oom door s
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Ma i ne nt r a nc et ot h er o om.
I ti ss t andar dpr ac t i c et ot r yt os eatgues t sawa yf r om door swher ev erpos s i bl east hes e ar easar el i k el yt obehi ght r afficar east hatc andet r ac tf r om t hegues t ’ senj o ymentoft hei r di ni ngex per i enc e. Fur t he rc ons i de r a t i ons
Fur t herpoi nt st hatma yneedt obef ac t or edi ni nc l ude: •
•
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Lea vi ngs pac ef orgues t st omov ei nandoutf r om t hei rt abl ewi t hsaf et yandwi t hout ha vi ngt oas kot her st os t andup Pr o vi di ngc us t omer swi t henoughspac ear oundt het abl et ogr antal ev el ofpr i v ac y . Pl ac i ngt abl es‘ t ooc l os e’t oot her si st obeav oi ded Av oi di ngpl ac i ngt abl esi ndr aught yar eas ,di r ec t l yunders peak er sorai rc ondi t i oni ng, ort ooc l os et owai t er ’ ss t at i ons Mak i ngpr o vi s i onf orhat sandc oat s ,wher eappl i c abl e.
ustomer an* service personnel access Al l r oomsmus tbec hec k edpr i ort os er v i c et oens ur et her ei sadequat eac c es sf orbo t h c us t o me r sandse r v i c es t a ff. Ar oom t hati sov er c r o wdedhast hepo t ent i al t or educ ec us t omers at i s f ac t i on.Thi sma ybe duet obei ngt ooc l os et oo t her s ;s er v i c el ev el sar er educ edbec aus eoft hedi ffic ul t ys t aff mi ghthav ei nget t i ngt ot abl es . I tc anal s opr es entapo t ent i al dangeri ft her ei saneedt oev ac uat et her oom f oran y r e a s o n . Ac c e s sr o ut e si n t ot h er o om a ndb et we ent a bl e smu s te ns u r e : •
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Theabi l i t yofal l pat r onst omov ef r eel yt oandf r om t hei rt abl es Room f ors t afft os er v i c ei ndi v i dual t abl es–t hati s ,t omov e f r eel yandeas i l yar oundi ndi v i dual t abl es Roo mf o rs t a fft owh ee ls er v i c et r ol l e y sa r o un dt her o om an d t oi ndi v i dual t abl es Eas eofac ces st of ac i l i t i esi nt her oom s uc hast oi l et s ,v i ewi ng ar easands er v i c epoi nt ss uc hasbar s ,f oodpi c k uppoi nt sand dancefloor Wa i t i n gs t a ffc a nh av ef r e ed om o fmo v e me nta r o un dt h ei r wai t i ngs t at i ons .
%ispla) foo* an* !everage items accor*ing to enterprise an* legislative reuirements Notal l f oodandbev er ageout l et sdi s pl a yt hei ri t emsbutman ydo,es pec i al l ywher et hey bel i ev et heyc anus et hec onc eptof‘ s el l i ngbys eei ng’ t oas si s tandi nc r eas es al es . Wh er ef o odi t e msar edi s pl a y edf o rs e r v i c e,t he ymu s tbeha ndl edi ns uc hawa yt h at c ompl i eswi t hi nt er nal r equi r ement sandex t er nal l yi mpos edl egal obl i gat i ons . What’s involved
Bo t hf o oda ndb ev e r a gei t e msma ybed i s p l a y e di nas e r v i c er o om. Commonl y , wi neswi l l bedi s pl a y edsot hatc us t omer sc anbr ows ea twhati sa v ai l abl e bef or et he ymak et hei rs el ec t i on.Thes ewi nesma ybedi s pl a y edi nbi ns ,ons hel v esor f eat ur east hec ent r epi ec eofas pec i al di s pl ay . Ot herbe v er agesma ys i mpl ybe‘ ondi s pl a y ’al mos tb ydef aul tb yv i r t ueofwher et he yar e s t or ed,s uc hasons hel v esbehi ndt hebar ,ori ngl as sf r ont edr ef r i ger at i onuni t st hatar e v i s i bl et oc us t omer s . Foodi t emsma ybedi s pl a y edi nbai nmar i esors al adcount erasf ol l o ws : •
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Asr a wf ood–f ore x ampl e,pr ec uts t eak s ,whol e fi s horfi s hfi l l e t s ,r a w hambur ger s ,bout i que sausagesandot hercut sofmeatsuchaschops, c ut l et s ,l oi ns ,r as her set c . Asc ook e d,r eady t oeatf oodi npr emi s est hatwant t oofferaf as t f oods er v i c eofei t herc ol dorhotf ood Asf o od sa v ai l a bl et os up pl e me ntma i nc our s e s s uc hass al adv ege t abl es ,pr emades al ads ,ho tandc ol ds auc es ,gr a vi es ,ho t v e ge t a bl e s,s oup sa ndho ta ndc ol dd es s er t s .
I ti si mpor t antt ono t et hatc ol df oodmus tbek eptat5º Corbel owwhi l s thotf oodmus tbe k e pta t6 0º Co ra bo v e . Foodsandbe v er agei t emsma yal s obedi s pl a y edvi at r ol l e y sont hedi ni ngfloor .Thes e t r ol l e y sma ybeus edt opr es ent ,pr omo t eorpr o vi det he bas i sofs er v i cef or : •
Hor sd ’ oe uv r e s
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Roast s
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De ss er t s
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Pr edi nnerdr i nk s Af t erdi nnerdr i nk s.
Enterprise re!uirements
Hous er equi r ement si nr el at i ont ot hedi s pl a yoff oodc anaddr es si s s uess uc has : •
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Loc at i onofi t ems–c ov er i ngt hes equenc i ngofi t emsi ndi s pl ay sandt hel oc at i onof f ooddi s pl a yuni t s .Somepr oper t i esel ec tt omai nt ai nas t andar dl a youtwher ei t ems nev erc hanget hei rl oc at i onwi t hi nt hedi s pl ay ,andot herv enuesdel i ber at el ychoos et o al t ert hel oc at i onofi t emsonar egul arbas i st oi nt r oduc e‘ s omet hi ngnew’ t ot he di s pl a yandpos s i bl yenc our agec us t omer st os ee,andt her ef or et r yorbuys ome t hi ng t he yhav en’ ts eenornot i c edbef or e Amountoff oodet cdi s pl ay ed–l i mi t i ngt hequant i t i es t obedi s pl ay ed Res t oc ki ngofi t ems–pr o vi di nggui del i nesr egar di ng t hes t ageatwhi c hdi s pl a ysar et ober epl eni s hed Nee dt oc ompl ywi t hl eg al r e qui r e me nt s–s eeb el o w Pl ac emen to fi t e mswi t hi nn omi n at e dl o ca t i on s.Ac o mmo nr eq ui r e me nt ,f o re x a mp l e , wi t hpr emadef oodi t emsi st oonl yl oadt hedi s pl ayt r ayhal f f ul l butt oens ur et hatt he hal f f ul l par t oft het r ayi st hes ec t i ont hatf acest hef r ontoft hedi s pl ay Appear anc eofi ndi v i dual i t ems .Ther ear eus ual l yr equi r ement st hatal l i t emson di s pl aymus tbeat t r ac t i v eandofs al eabl equal i t yet c .Anyi t em t hati ssubs t andar di n t hi sr egar d,ev ent houghi tma yot her wi s ebeper f ec t l yfi tt oeat ,mus tber emo vedf r om t hedi s pl a yand/ ort hr ownout .
69 "ec- an* prepare euipment for service Var i ouspi ec esofequi pmentneedt obeus eddur i ngt hes er v i c eofameal s hi f t ,andal l t hes es houl dbec hec k edf orc l eanl i nes sandc or r ec toper at i ngeffic i enc ybef or es er v i c e sess i onscommence. Al l e qu i p me ntmu s tb ec l e an eda ndu s edi na c c or d an c ewi t h t hemanuf ac t ur er ’ si ns t r uc t i ons .Fai l ur et oc l eanorus et hi s equi pmentaspermanuf ac t ur er ’ si ns t r uc t i onsc anr es ul ti n expensi vedamagebei ngdonet ot hesei t ems. I t emst hatar eunc l ean,uns af eornotoper at i ngpr oper l y s h ou l dber e mo v e df r o ms e r v i c e .
o=ee mac"ines Th ec o ffe ema c hi n ess ho ul db es wi t c h edo na tl e as th al fa n hourbef or eser v i c et oenabl et heel ementt oheatupand ac hi ev et her equi r edt emper at ur e.
Th ec off eemac h i n es ho ul db ec he ck e df o rc l e anl i ne ssandal l r e qui r edpi e ce smu s tb ei n pl a cean df u l l yo per a t i on al .Asmen t i on edab ov e ,t h ec o ffe ema ch i n emu s tb ec l e an edand oper at edi nac cor danc ewi t ht hemanuf ac t ur er ’ si ns t r uc t i ons . Be f or es er v i c e,t h ee qui pmen ta ndi n gr e di en t st oma k ec off ees ho ul dbech ec k edt o ens ur et he yar ec l eanandt hatt he yar es uffic i entt ol as tt hel engt hoft hes er v i c es es si on. Cupsandmugs( wher eappr opr i at e)–al l s i z esands t y l es ,i nc l udi ngs auc er s •
Teaspoons
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Sug arb owl san ds wee t en er s / s ug ars ub s t i t u t es
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Mi l kan dc r e am j ug s–n or ma la ndl o wf atmi l k
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Coff ee–es pr es s o,i ns t ant ,dec aff ei nat ed
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Pl at ef oraf t erdi nnerc hoc ol at esorc ook i ebi s c ui t s ,i fappl i c abl e
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Na pk i n sa ndd oi l i e s–wh er eu s ed
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Es pr e ss os pe ci fi ci t ems–t a mp s,k noc kb ox e s ,s t eami ngj o bsa ndt h er mome t e r s , es pr es s opr epar at i onbr us hes ,gr i nder s ,gr ouphandl esand, wher eappl i c abl e,t ak ea wa yc uppi ngs uppl i es .
Tea ma-ing facilities Mos thos pi t al i t yes t abl i s hment spr ef ert ous et eabagswhen mak i ngt ea.Howe v ert her ear es t i l l anumberofes t abl i s hment s t hats t aywi t ht hemor et r adi t i onal met hodofs er v i ngt eai napot us i ngt eal ea ves . Bef or es er v i c e,t heequi pmentandi ngr edi ent st omak et eashoul d bec hec k edt oens ur et her ear es uffic i enti t emst oc at erf ort hes er v i c es es s i on. I t e msma yi nc l u de : •
Cupsandsaucer s
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Teaspoons
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Ur nsf orwat e r
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T eabagsort eal ea v es–bl ac kt ea,s emi bl ac kt ea, bl endedt ea,gr eent ea,s c ent edt ea,her bal t ea
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T eapo t s–t woandf our c up,i nc l udi ngc os i eswher eappl i c abl e
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Mi l kj ugs
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Sug arb owl san ds wee t en er s / s ug ars ub s t i t u t es–s uga rt on gs
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Wedgesofl emon
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T eas t r ai ner
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Ho twat erj ugs
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Hol der sorpl at ef orus edt eabags .
Bain:maries Thebai nmar i ei sus edt ok eephotf oodatt her i ghtt emper at ur edur i ngt hes er v i c eper i od. I tmus tk eept heho tf ooda t60° Corabo v e. I tmus tbec l eanedandoper at edi nac c or danc ewi t ht hemanuf ac t ur er ’ si ns t r uc t i ons ,and ast hebai nmar i ei sof t enac c es si bl et oc us t omer s ,oronpubl i cvi ew,i ts houl dbec l eaned wi t ht hi si nmi nd. Bef or es er v i c e,t hebai nmar i es houl dbes wi t c hedons o t hatt hewat erc ov er i ngt heheat i ngel ement scanac hi ev e t her equi r edt emper at ur e.I ti st hehotwat erandr i s i ng s t eam t hatk eepst hef oodho t . Gl a s sonab ai n ma r i es h ou l dbec he c k edf o r c l eanl i nes s,ass houl dt hest ai nl es sst eel c as i ng.Many c us t omer swi l l i nf ert hi ngsaboutt hef ood,f r om t hec ondi t i onoft hebai nmar i e. Thebai nmar i et r a ysmus tal s obec l eanandma yr equi r ey ourat t ent i ondur i ngt hes hi f t : y ouma yber equi r edt oc ov erf oodast heneedar i s es ,r epl eni s hi tandens ur ei t sey e a pp ea l .
Toasters T oas t er smaybeus eddur i nganyshi f t ,butpar t i c ul ar l ydur i ngbr eak f as t . Toast er sshoul dbecl eanandf r eeofcr umbs.Cr umbscansmokeandmayevencat ch al i ghtc aus i ngal ar mt oc us t omer s . Bef or es er v i c e,t oas t er ss houl dbec hec k edt hatt he yar ei ngoodwor k i ngor der ,wi t h s pec i al at t ent i onpai dt oel ec t r i c al c or dst oens ur et heyar enotf r ay edordonothav eany wi r e se x po s ed . Onc eagai n,t he ys houl dno tonl ybec l ean,butt he ymus tl ookc l ean,s hi n yands po t l es s . Si gnager el at i ngt os uper v i s i onwi t hc hi l dr enus i ngt oas t er sma yal s obenec es s ar y . T unnel t oas t er sar eus ual l ys etatt hes et t i ngdet er mi nedas‘ c or r ec t ’ andt her ei sus ual l ya s i gnas ki ngc us t omer snott oal t ert hats et t i ng.
Salt an* pepper s"a-ers Be f or ee ac hs hi f t ,s al tan dp ep pe rs hak e r smu s tb ec he ck e dt oen su r et he yar ec l e anan d fi l l edappr opr i at el y .
Bl o c k edh ol e ss h ou l db eu nb l o c k ed .Th i sc anb ed on ewi t ha t oot hpi c k . Thee xt er i oroft hes hak er smus tbec l ean,andt het opsf r eef r om r es i dual s al torpepper .Af e w unc ook edr i c egr ai nsar es ome t i mes addedt os al ts hak er st oabs or ban ymoi s t ur et hatma yge ti nt ot he s al t . Ch ec kt h et o psoft h es hak e r sar efi r ml yi npl a ceass ome c us t omer st ak edel i ghti nl oos eni ngt ot hee xt entt hatt hene xt pe r s onwhou se st he m wi l l fi n dt h et o pc omesoffandt h ei rmea li sc ov e r e di ns al to r pepper!
utler) Awi der angeofc ut l er ycanbeus edi naf oodandbev er agef ac i l i t y :t hef ol l owi ngar e commonl yusedi t ems:
utler) "art L ar g eKn i f e–Ma i n c o u r s e .
Lar geSpoon.– Se r v i n g.
Smal lKn i f e– Ent r éec our s e, but t er i ng,pât é, c hees eandf r ui t .
Medi um Spoo n– De s s er t sa ndpa s t a .
St e akKn i f e– St e ak .
SoupSpoon( r ound) –Soup .
Fi s hKni f e–Fi s h ( andsomeseaf ood i t ems )andl i f t i ng del i c at ei t ems .
Sma l l Sp oo n( t e a)– T e as ,c o ffe e,p r a wn c oc kt ai l s ,i c ec r eam, sugarcoupesand s o r b e t s .
Chees eKni f e.
Par f ai tSpoon( l ong ha nd l e )–De ss er t s andi cecr eam.
utler) "art Ca r v i n gKn i f e– Sl i c i ngr o as tand c ut t i ngl ar gei t ems .
Escar gotTongs– Snai l s .
Br e adKn i f e– Sl i c i ngbr eadand r ol l s .
Lo bs t e rPi c k s– Lobs t er / c r a yfi sh.
Lar geFor k–Mai n c ou r s ea nds er v i n g
Lo bs t e rCr a ck e r– Lobs t er / c r a yfi sh/
Sma l lFo r k– Ent r ee,pas t a, s al ad,des s er tand f r ui t .
Ga t e auSl i c e– Cakesandflans
Fi s hFo r k– Oyst er sandpr awn c oc k t ai l s .
Ladl e–Soupand sauces
LongPr ongedFor k –Snai l s ( Es c ar got ) .
Ac ommonpr oc edur et opol i s hc ut l er yi sasf ol l o ws : 1.Separ at et hec ut l er yi nt ot hedi ff er entt y pes 2.T ak eahandf ul ofc ut l er y ,hol di ngi tb yt he handl es ,anddi pt heendsi nt oabuc k etf ul l ofhot wat erandl emon 3.Us i ngac l ean,l i nt f r eec l ot h,pol i s ht hes er v i c e endoft hec ut l er y 4.Cont i nuet hi spr oc edur eunt i l al l c ut l er yi s pol i s hed 5.Pl ac et hec ut l er y ,handl esup,i nt hes er v i c epos i t i on,ei t heronat abl eoratt he wai t er ’ sst at i on.Pol i s hedc ut l er yshoul dal wa ysbepl ac edonanunder pl at et obe t ak ent ot het abl ef ors etup 6 . Dono tt ou cht h et o po ft h ei t e mt h atg oe si nt ot h ec us t o me r ’ smou t h . Cer t ai nc ut l er yi t emsmus tbec l eanedandpol i s hedac c or di ngt omanuf ac t ur er ’ s i ns t r uc t i ons .
roc-er) Th et y p eo fc r o c k er yus e db ya ne s t a bl i s h me nt canvar ydependi ngont hemenui t emsoffer ed, t hes t y l eofs er v i c epr ov i dedandt her equi r ed i maget hepr oper t ywi s hest oc r eat e. Cr o c k er yma ybe‘ b ad ge d’ wi t ht h en ameo ft h e venue,orbeunbadged. Tr adi t i onal l y ,c r o ck er yi swhi t e,butmanycol our op t i onsex i s tt hatc anbeus edt obl endwi t hat heme. St andar dt y pesofc r oc k er yar e:
roc-er) "art
Si dePl at e
Cappuc c i noSet
roc-er) "art
Fr ui tPl at e
Tal l T eaCup
Des s er tPl at e
St ac k abl eSet
Ent r éePl at e
CoffeeSet
Mai nPl at e
Sauc er s
ShowPl at e
TeaPot
roc-er) "art
Pl at t er
CoffeePot
SoupBowl
Cons omméBowl
Br eak f as tBowl
Boui l l onCup
Cl oc he/ Dome
Sal adbowl
SoupTur een
Sa l ta ndPe pp er Gr i nder s
roc-er) "art
SugarBowl
Sauc eBoat
Mi l kJ ug
Es c ar gotPl at e
BudVas e
Oy s t erPl at e
(lassare Us ual l y , wi negl as s esandwat ergl as s esar ese tont abl esi nt her oom andi tma ybet he wai t er ’ sr es pons i bi l i t yt odot hi s ,ens ur i ngt hegl as swar ei scl eanofmar k s,c hi ps ,c r a ck s andl i ps t i c k . Hol dupt ol i ghtandc hec kf orwat ermar k s . Ther es t aur antgl as s war es houl dbepol i s hedbef or e goi ngont ot abl es .Thi si sac hi ev edbypl ac i nga gl a ssov e rabu ck e to fho ts t ea mi n gwat eran dt he n pol i shi ngwi t hal i nt f r eec l ot h. Cl e angl a s s wa r es h ou l da l wa y sbeh an dl e db yt h e s t em t oav o i dfi nge rma r k sa ndpl a cedup r i g htona t r ayt obet ak ent ot het abl ef ors etup. Manyt y pesofgl as swar eex i s tbuti ti st her es pons i bi l i t yoft hebars t afft odet er mi newhat i sus edf orwhi c hdr i nk . Gl as sc anbepl ai nordec or at ed.Var i at i onsi ngl as st y pesar eav ai l abl ef or :
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Be erg l a s s es
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Wi negl as ses–s t i l l ands par k l i ng
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Al l pur pos egl as s es–f ors of tdr i nk ,f r ui tj ui c e,l ong mi x eddr i nk s,s hor tmi x eddr i nk s,s hot s ,s t r ai ght ni ps / s pi r i t sser v edoni c e
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Coc kt ai lgl as ses
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Li queurgl as s esandf or t i fi edwi negl as s es
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Car af es–f ort hes er v i c eofhous ewi nest ot abl e
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J ugs–f orbeer ,s of tdr i nkandmi x eddr i nk s
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I r i s hc offee/ l i queur s pi r i tc offeemugs .
on*iments Co nd i me nt sa r es er v e dwi t hame al t oen ha nc eorc o mp l e me ntt h efl a v o ur . Fr om t heper s pec t i v eofpr epar i ngf orf oodandbev er ages er v i c e,t hepr epar at i onof c ondi ment si sc onfi nedt ot hepr epar at i onof‘ pr opr i et ar y ’c ondi ment s .Thes ear et he bought i n,pr epr epar edc ondi ment st hatal l v enuesus e. Th eynee dt obepr ep ar edb ef or es er v i c ea nd ,wh er ea pp r o pr i a t e ,c o v er e d. Somees t abl i s hment spr ef ert os er v et hei rc ondi ment si nt heor i gi nal bot t l e,s oi ti s i mpor t antf ort hatt obec hec k edf orc l eanl i nes saswel l ,es pec i al l yar oundt henec kand t h ec a p. Co nd i me nt si n c l u de : •
Tomat oandbar becuesauce
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Sweetc hi l l i /c hi l l i s auc e
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Tabascosauceandmust ar d
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Soyandfis hsauce.
Butter an* lemons But t eri sal s oac ondi mentandi ti sus ual l yt her es pons i bi l i t yofwai t i ngs t aff( notk i t c hen s t aff)t opr epar et hebut t erf ors er v i c e.
But t erc anbes er v edi n: •
Cubes
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Cur l s
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Tr i angl es
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But t erpot s .
Somepr emi s esus et hepr epac k ed,por t i onc ont r ol l ed,f oi l ed r ec t angl es . Ser v i c es t affma yal s ober es pons i bl ef or : •
Sl i c i ngl emonsf orc upsoft eaorbardr i nk s
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Maki ngl emonwedgest oaccompanyt heser vi ceoffishdi shes.
7ap-ins Li nennapk i nsorpapers er v i e t t esar ec ommonl yus edi nf oodout l e t s . Re memb ert h atn ap ki nsc os tmo ne y ,s ot he ys ho ul dbeha nd l e da ndt r ea t e dwi t ht hi si n mi nd. Th er ea r ean umb ero fdi ff er en tn ap ki nf o l d sc o mmo nl yf ou ndi n cl u di ng : •
Cone
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Envel ope
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Bi s hop’ sHat( al s oc al l edMi t r e)
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Fan
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Oper aHous e
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Sai l .
I ti si mpor t antt haty ouc anf ol ds er v i et t esas r equi r ed,bec aus ef ol di ngs er v i et t esi sanac t i v i t yt hatc anbedonedur i ngqui etper i ods . Th er ema yal s ob et i me swh eny o uh av ef u nc t i o nsf o r3 00–4 00p eo pl e ,a ndal l s t a ffma y beas k edt ohel pf ol ds er v i et t es .
5aiter,s station Themai npur pos eofawai t er ’ sst at i oni st opr o vi det hes er v i c es t affwi t hal oc at i onont he fl oorf r o m wh i c ht he yc anwor k . I t emsc ommonl yf oundatawai t er ’ ss t at i onwi l l r efl ec tt hes er v i c et obepr o vi dedandc an bee xpec t edt oi nc l ude: •
Me nusa ndwi n el i s t s
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Al l mai nt y pesofc ut l er y–us ual l yhel di ndr awer s
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Ser v i c epl at es ,c upsandsauc er s
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Napki ns
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Ser v i c et r ay s
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Sa l ta ndp ep pe rs h ak e r s
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Sugarbowl s
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Doc k etbook sandpen–orel ec t r oni cequi v al ent s
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T oot hpi c k s
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Con di men t s–s au ce s,T ab as c o,mu s t ar d ,e x t r ab ut t e r
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Spar egl asswar e
0emoving; cleaning or replacing items "emoving un#anted $tems
Equi pmentori t emsma yber equi r edf ort hebr eak f as ts hi f t ,butma ynol ongerber equi r ed f orl unc hordi nner ,andv i c ev er s a. Yo umu s tk n owwh att h es ei t e msar ea ndr e mo v et h em f r o mt h es e r v i c ea r e aspr i o rt ot h e ne x ts es s i on. Pos s i bi l i t i esi nc l ude: •
Hi ghc hai r s
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Tr es t l et abl es
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Bai nmar i es
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Coffeeur ns
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Equi pmentus edonl yf ort hebr eak f as ts hi f t– t oas t er s ,f r ui tj ui c ec ont ai ner s ,c er eal c ont ai ner s ,news paper s Gl as s war e–gl as s ess etf orbr eak f as tar enear l yal wa y sdi ff er entf r om whati sneeded atl unc hordi nner
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Br ok enequi pmentorf ur ni t ur e
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Usedcus t omercommentf or ms
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St oc k( f oodandbev e r agei t ems )t hatar enol ongerr equi r ed
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Di s pl a ys
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Mobi l et r ol l ey s.
I tma ybet h ec as ewi t hso mei t e mss uc hasdi s pl a y s ,fl or a la r r a nge men t sa ndpr o mo t i o nal ex hi bi t s ,t hata‘ r ef r es h’ i sr equi r edaf t erev er yses si on.Thi si st ogi v et hear eaanewl ook f orev er ys i t t i ng,byr emov i ngr ubbi s h,r epl eni s hi ngi t emsandget t i ngr i dofany unat t r ac t i v eel ement st hatdet r ac tf r om t hev i s ualappeal oft her oom.
0eporting pro!lems Ther ema ybet i meswhenser v i c es t affi dent i f yapr obl em t he ycanno tr ec t i f y , orc ome ac r os sar ec ur r i ngpr obl em i nt her oom. Whent hi soc c ur s ,i ti snec es sar yf ort heappr opr i at eper s ont obenot i fi edi mmedi at el y . Theappr opr i at eper s onwi l l bet hes uper v i s or ,dut ymanager ,manageroro wner . Repor t i ngt hes epr obl emsbyphoneorf ac et of ac ear et hepr ef er r edop t i onsast he y en ab l ei mme di a cy :i ns omei n s t an ce sawr i t t e nr e po r t o rs p ec i al f o r m ma yne edt obe c omp l e t e d. Recur r i ngpr obl emsmaybe: •
Api ec eofequi pmentk eepsf ai l i ng
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Ref r i ger at i ont hatfl uc t uat esi nt emper at ur eordoes n’ tr eac ht her equi r edt emper at ur e
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Al wa ysr unni ngoutofac r oc k er y ,c ut l er yorgl as swar e
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Al wa y sr u nni ngou to ff o r msorp en s
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Ci r c ui tbr eak er sc ons t ant l yc ut t i ngi nandc ut t i ngoffpower
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Heat i ngorc ool i ngt hatdoes n’ ts eem t or es pondt ot her mos t at s
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Th efl oo rp l a na l wa y sge t sl os t
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Th en ee df o rane w pi e ceo feq ui p me ntt oc ompl e t easp ec i fi ct a skmo r ee ffic i e nt l y . Per hapst hepr esentmet hodcoul dbet oosl owandmaynotkeepupwi t ht hedemands ofi nc r eas edt r ade
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An yheal t hands af e t yi s s ues
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Al wa ysr unni ngoutofapar t i c ul arpr oduc t
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Al wa ysr unni ngoutofi c ef ort hei c ebuc k et sorbev er ages er v i c e
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Al wa y sr unni ngouto fmenusorwi nel i s t s
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Ne edf o rmo r ec l e an i n gi t e msan de qu i p me nt .
Nowt hatt her es t aur antar eaandequi pmentar er eadyf ors er v i c e,i ti st i met oc onc ent r at e ont het abl es .
>9 "ec- cleanliness an* con*ition of ta!les an* all ta!le items; prior to service an* ta-e necessar) corrective action Onc et her oom s et t i ngandequi pmenti sse tupi ti st i met os ett het abl est omee tt he e xpec t edt r adef ort hemeal per i od.
Setting ta!les Thepr es ent at i onofat abl es ay sal o tt oc us t omer s aboutt hel ev el ofs er v i c et heycanex pec tt or ec ei v ei n anes t abl i s hment . I ti si mpor t antt hatal l t abl esar es eti nac cor danc ewi t h t hees t abl i s hments t andar dsandsetupwi t hi nt he t i me f r a me sr e qu i r edb yt h ev e nu e. Ap l a ces e t t i ngf oro neg ue s ti sc ommo nl yk no wni nt h e i ndus t r yasa‘ c ov er ’ .‘ Co ver ’ c anal s obeus edt oi ndi c at et henumberofgues t s ,asi nt he ph r a se“ wes er v e d5 0c o v er st o da y ” . Co v er swi l l v a r yde pe ndi ngont h eme nu ,t her e se r v a t i o nsan ds pe ci fi cc us t o merr e qu es t s . T%pes of Covers Al aca r t ecov e r
Al ac ar t ei st het er m us edf oramenut hathasi ndi v i dual l ypr i c eddi s hes :t hes edi s hesar e di v i dedi nt oent r ées ,s al ads ,mai nsanddes s er t s . Al ac ar t eme ans‘ f r o mt h ec ar d / me nu ’ . Thi st y peofc ov eri spopul arandus ual l ycons i s t sof : •
Mai nc our s ek ni f e
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Ma i nc ou r s ef or k
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Si depl at e
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Si dek ni f e
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Wi negl ass
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Napki n
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Cent r epi ec es–s al tandpeppers hak er s ,t abl enumber s ,v as esort entc ar ds .
T a bl ed’ hôt ecov e r
At a bl ed ’ hô t emen ui same nut h ath asas e tp r i c ef oran umb ero fc ou r s es . ‘ Tabl ed’ hôt e’ means‘ t abl eoft hehos t ’ . Al l c our s esar ei nc l udedi nt hepr i c eandmus tbepai df orb yt hegues t sev eni ft he ydon’ t ea te v er yc our s e. At y pi c al s etmenuma yha v et wot of ourc hoi c esofanent r ée,t wot of ourc hoi c esofa ma i na ndt woc h oi c e so fad es s e r t . Th ec o v e rf o rt h i sme nuwo ul db e:
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Mai nc our s egear( c ut l er y )–t hi si sat er m meani ngmai nc our s ek ni f eandf or k
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Ent r éegear–ent r éek ni f eandf or k
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De ss er tg ea r–des s er ts po onan df o r k
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Si depl at e
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Si dek ni f e
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Wi negl ass
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Napki n
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Cent r epi ec es–s al tandpeppers hak er s ,t abl enumber s ,v as esort entc ar ds .
I fas oupwast hefi r s tc our s e,as oups poonwoul dbes eti ns t eadoft heen t r éegear . I faso upwa son eo ft h et wofi r s tc ou r s ec ho i c e s,i tma yorma yno tb es e tde pen di n go n hous epol i c y . I ffi s hwasoff er ed,afi s hk ni f eandf or kwoul dbei nc l uded. Tips for setting a table
Thef ol l owi ngpr o v i degui del i nest hatma ybeadop t ed whens et t i ngat abl e–c hec kwi t hi ndi v i dual hous e r equi r ement sandf ol l owt hos ewher et he ydi ff erf r om t he f ol l owi ng: •
Us et hechai rasagui det oc ent r et hec ov er
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Si depl at esshoul dal way sbepl ac edt ot hel ef toft hef or k
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Kni f ebl adess houl dal way sf ac el ef t
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Suffic i ents pac es houl dbel ef tbe t weent hek ni f eandf or kf ort hemeal t obepl ac ed d own .Th i si sa pp r o x i ma t e l y2 5–30 c msd ep en di n go nt h es i z ean ds h ap eo ft h ema i n c our s epl at e Ent r éec ut l er ys houl dal wa y sbepl ac edont heout s i deoft hemai nc our s ec ut l er y I nal ac ar t edi ni ng,t hedes ser tc ut l er ys houl dbepl ac edwher et hemai nc our s ek ni f e i sus ual l ypos i t i oned Wi negl as sshoul dbepl ac eddi r ec t l yabo v et hemai nk ni f e.
Af t ert het abl es et t i nghasbeenc ompl et ed,s t epbac kandl ookat t heov er al l i mpr es si on-i ts houl dl ookat t r ac t i v e,bal anc edand uni f or m. Whens et t i ngt abl esens ur et hatal l c r oc ker y ,c ut l er yand g l a s s wa r eu s edo nat a bl ea r et h es a me .Th er es ho ul dn ev e rb ea ‘ mi x andmat c h’ ofi t emsf r om di ffer entc ant eensofc ut l er yor pat t er nsofc r oc ker y . F b k fs t t t i
ff e
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Atal l t i mes ,c ent r epi ec esshoul dbek eptt oami ni mum t oa voi dc l ut t er i ngat abl e,unl es s ma nag eme nto rho us ep ol i c ys pe ci f yot he r wi s e.Thi sma ybet h ec as edu r i n gc er t a i n pr omot i onal per i ods ,s pec i fi cc el ebr at i onsoraspar tofs omeot heri ni t i at i v e. Remember ,al l c r oc k er yandc ut l er ypl ac edont oat abl es houl dbecl eanandma t c h;al l c ut l er ymus tbepl ac edi nas t r ai ghtandpar al l el f as hi on,c ons i s t entar oundt het abl ef or eac hande v er yse t t i ng. Not e:i ti ss t andar di ndus t r ypr ac t i c ef oral l t abl esi nt her oom t obes etf oras er v i c e s es si on.I ft her oom s eat s100andy ouonl yha vebook i ngsf or50,y oudon’ tj us ts ethal f t her oom.
lot"ing Tec"niues &inen
Man ydi ni ngr oomshi r et abl ec l o t hsf r om al i nens uppl i erwho s uppl i esandl aunder st her equi r edl i neni t emsi nc l udi ngnapk i ns andt abl ec l ot hs . Whenhi r i ngl i nen,t her oom wi l l beal l oc at edapars t oc kl e vel of i t emsf r om t hes uppl i er .I fanyoft hes t oc ki sl os t ,t oobadl y s poi l edors t ai ned,t her oom wi l l bei nv oi c edf ort her epl ac ement c os toft hatpar t i c ul ari t em. Whenhandl i ngl i nen,i ti si mpor t antt or emembert hateac hi t em c os t smone yt ol aunder .A t abl ec l o t hc anc os t$5. 00ormor et ol aunder ,l i nennapk i nsar ound$1eac h. Theyar eal s oe xpens i v et or epl ac ei ft hepr oper t ybuy sandl aunder st hei ro wnl i nen. Fort hes er eas ons ,i ti si mpor t antnev ert ous el i nennapk i nsf orc l eani ngar oundt hebar , orf orc l eani ngups pi l l st hatwi l l s t ai nt hem f or ev er . Li nens houl donl ybeus edf ort hepur pos ei twasdes i gnedf or–t oc ov erat abl e,ort o pr ov i deac us t omerwi t hac l ot hs er v i et t e. Thec l ot hs er v i e t t ema yal s obeus edasa‘ s er v i c ec l ot h’ ,c ar r i edbyser v i c es t affwhoar e c ar r y i ngorhandl i ngho tf oodi t ems ,andus edt oenhanc epr es ent at i onands er v i c eofbo t h v ar i ousf oodi t emsandwi nebot t l es . Thes er v i c ec l ot hi sof t enc ar r i edf ol dedov ert hel ef tar m. Clothing a table
Wi t hc l ot hi ngat abl e( t hati s ,l ay i ngat abl ec l ot honat abl e) ,i ti si mpor t antt haty ouus et he me t ho dap pr o v edb yt h ee s t ab l i s hme nt . . Thef ol l owi ngpoi nt si nl a yi ngac l o t hs houl dbeobs er v ed: •
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Nev erl ett hec l ot ht ouc ht hefl oor ,andhandl et hec l ot hasl i t t l easpos si bl e Mak es ur et hec l ot hi sl ai dt her i ghts i deup.Chec kt hehem t oi dent i f ywhi c hi st he ihts i di f id bt
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Th eo v er h an gs ho ul dbeeq ual a l lt hewa yar o undt he t a bl e.Cl o t h sc o mei nv a r i o uss i z esan dy o umus tus e t her i ghts i z ec l ot hf oreac ht abl e Onl ar get abl esi ti sus ual t ous emor et hanonec l ot h. Thei ndus t r yst andar di st hatt heov er l apofc l ot hs r u nsa wa yf r o mt h ema i nen t r a nc edo ort oen ha nc e pr es ent at i onby‘ hi di ng’ t hej oi n/ ov er l ap Cr ea se si nc l o t he ss ho ul dal s or u na wa yf r o mt h ed oo rwher ep os s i b l e T r yt ous et hec l o t ht oc ov ert hel egsoft het abl ewher epos s i bl e,mak i ngt hedi ni ng ar eamor eat t r ac t i v e.
%ressing ta!les Ons pec i al oc c as i ons ,oraspar tofs t andar doper at i ngpr oc edur es ,t abl esma yneedt obe d r e s s e d . Dr es s i ngt ak espl ac easpar toft hes etupandenhanc espr es ent at i onoft het abl e. I ti st i mec ons umi ng,andf r equent l yr equi r esaddi t i onal i t emst obeus ed,s oi ti san u nc o mmo na c t i v i t y ,r a t h ert h anac o mmo no ne . 'oxing tables
T a bl e sc a nb eb ox e dt oen ha nc et h ei ra pp ea r a nc e . I ti sus ual t oboxheadt abl esatf unc t i ons ,di s pl ayt abl esont hedi ni ngfl oor ,andt abl es t hatc ar r ynamet agsofr epr es ent at i v esatc onf er enc es . Box i ngi nv ol v esf ol di ngat abl ec l ot har oundt hev er t i c al f al l oft het abl es ot hatt hes i desof t het abl eandt hel egsar ehi ddenf r om v i e w. Man yes t abl i s hment shav es pec i al l ypr epar ed( pl eat edorpl ai n)bo xi ngs heet st hatar e s i mpl yhel di npl ac ewi t hdr awi ngpi ns ,orfi t t edex ac t l yt ot hes i z eofi ndi vi dual t abl es .
Ta!le accoutrements ‘ Ac cout r ement s ’ ar et hei t emsus edt ofi toutt het abl es . I ns omes i t ua t i o nsy ouma yber eq ui r e dt od r e sst ab l e swi t ha cc o ut r e me nt ss uc ha s : •
Candl es t i c ks
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Candel abr a
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Budv ases
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Ov er l a ys–as ec ondt abl ec l ot h,s mal l ert hant he fi r s t ,ov er l ai dt opr ov i deac ont r as ti nt er msof c ol ourorpat t er n Fl or al ar r angement s Pl acemat s
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Di s pl a yandpr omot i onal mat er i alf orf unc t i onss uc haspr oduc tl aunc hes ,et c .
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Pr i nt edmat er i al s ,bus i nes sc ar dsasabo v e.
&unctions I nsomef unc t i ons ,es pec i al l yweddi ngr ec ept i ons , c onv ent i onsandpr oduc tl aunc hes ,t her ei sl i k el yt obea s t r ongdemandf r om t hec l i entt oha v eac c es st ot he di ni ngar eat odr es st het abl est hems el v es . The yma yas kt odot het o t al dr es s i ngoft het abl es ,but mor eus ual l ywi l l wantt oaddt hei ro wnt ouc h( fl ower s , br oc hur es ,s ampl es ,k i t se t c . )t owhaty ouha veal r eady p r e p a r e d . Bewar ned,wor k i ngi nc onj unc t i onwi t hout s i der sundert hes ec ondi t i onsc anbev er y demandi ngandv er yt r y i ng.The yseem t obec ons t ant l yas k i ng‘ anno yi ng’ ques t i ons , r eques t i ngbi t sandpi ec es andmak i ngs ugges t i onst hatwoul di n v ol v ey oudepar t i ngf r om s t andar doper at i ngpr oc edur es . Ex t r emepat i enc eandc ommi t mentt ot hes er v i c eet hi ci sr equi r edi nt hes ei ns t anc es . Al l oc at i ngoneper s ondedi c at eds ol el yt odeal i ngwi t ht hes epeopl e,hasal ott obes ai d f ori t ,asoppos edt omak i ngal l s t affr es pons i bl ef oras si s t i ngt hec l i ent .
"ec-ing cleanliness an* c"ec-ing ta!les prior to service Cl eanl i nes sandt hecondi t i onoft het abl esandt het abl ei t emsmus tbec hec k edpr i ort o s er v i c et oens ur et hegues t sent erapr operandc or r ec t l ypr epar edr oom. Chec k i ngma yi n v ol v ewal k i ngar oundands c anni ngeac ht abl et oens ur eal l i sc or r ec t . Wai t i ngs t affma yber equi r edt odot hi si ns i t uat i onswher et he yar eas k edt oc hec kt he t abl esofot herwai t er sr at hert henc hec kt hei rownt abl es ,ori tmaybet hej oboft he s uper v i s or . Thi ngst ol ookoutf ori nt hi spr oc es si nc l ude: •
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Cr umbsonc hai r sl ef tf r om t hepr e vi ousses si on.Cl eaner swi l l c l eant hefl ooroft he r oom butr ar el yber equi r edt oc l eanc hai r s Lops i ded,c r eas ed,di r t yorot her wi s euns ui t abl e t abl ec l ot h Mi s s i ngi t emsf r om t hec ov erort abl e–c r oc k er y , c ut l er y ,c ent r epi ec es ,gl as swar e,napk i ns ,t ent c a r d s Mi s s i ng ,d ama ge do ru ns t a bl et a bl esan dc ha i r s I nc or r ec tc ov e r ss etonat abl e.Thec ov e r smus t r efl ec tt henumberofgues t sf oreac ht abl eas idi td t hfl o l Wh tbl x i s tt h td o th
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wi l l pr epar et abl est os ui tt hes i z eofwal k i nnumber sorpar t i est hatc anber eas onabl y e x pe ct e d.Thi sme an st h eyma ys etu pan umb eroft a bl e sf o rt wo,s omet a bl esf orf our p eo pl ea nds omef orp er h ap ss i xorei gh tpe opl e •
Thatt heac t ual t abl epos i t i onsr efl ec tt hes etfl oorpl an
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Rubbi s hont hefl oor ,i npotpl ant set c .
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Fl i esori ns ec t s–al i v eordead,wi t hs pec i al at t ent i onbei ngpai dt owi ndowl edges .
Es t abl i s hment sal wa y swantt hedi ni ngar eas etupbef or et headv er t i s eds er v i c et i me,s o pr obl emsc anbes or t edoutbef or egues t sar r i v e.
"ec- an) furniture for sta!ilit) T abl esandc hai r smus tbec hec k edf ors t abi l i t ybef or ec us t omer sar r i v et oens ur et hat t h eydon otp os ead an ge rt oc u s t o me r s ,a ndt oe ns u r et h eyar en ota nn oy i n gwh ent h e c us t omer sar es eat edatt het abl e. Oc c upat i onal s af e t yandheal t hl a wsi mpos eal egal r equi r ementonpr emi s est ot ak ecar e oft hewel f ar eands af et yoft hei rc us t omer s . Th ec ommo nl a wc onc ep to f‘ d ut yofc ar e ’a l s or equ i r esbu si n es s est ot a k ewh at e v er ac t i oni snec es s ar yt oav oi dcaus i ngf or es eeabl ehar mt ot hem. Checking furniture
Pr i ort os er v i c e,t abl esandt abl es et t i ngsmus tbec hec k ednot onl yf orpr operl oc at i onandc l eanl i nes sbutal s of or : •
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Sa f e t y–wene edt oma k es ur et h atc hai r sa r eno t compr omi sedsucht hatt heymaycol l apsewhena c us t o me rs i t so nt h em.Weal s one edt oc h ec kt h att he c hai rd oe sno tpo seap hy s i c al da ng ert ot h ec us t ome rb y v i r t ueofal oos epar t ,apr oj ec t i ngpi ec eofwi r eor c ompon ent St abi l i t yofc hai r s–s ot he ywon’ tt oppl ewhenus ed St abi l i t yoft abl es–s ot hatc us t omer sar es eat edatat abl e t hatpr o vi desafi r ms ur f ac et hatdoes n’ tmo v eorr oc kwhent he yl eanoni t .
Wen eedt oal s op hy s i c al l yc he ckt h er o om ( en t r a nc ear ea ,h i g ht r a fficar e asan dt he ge ne r al fl oo ra r e a)t oen su r eas af een v i r o nmen t .Chec kt oma k es ur et h er ei s : •
Nof r ay edc ar pet ,andnot hi ngf orpat r onsors t afft ot r i pov er
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Noex t ens i o nc or dso np ubl i ca cc es sar ea s
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Nopr oj ec t i onsi nt ot hear eat hatc oul dhar mc us t omer s .
Wh atmu s th ap pe ni fap r o bl e mi sde t e c t e d? I fy oui dent i f yapr obl em y oumus tt ak eac t i ont oaddr es st hati s s ue.
I ti sno tenought os i mpl yk no wt her ei sapr obl em –y ouha v et odos ome t hi ngabouti t . Ac t i onsma yi n v ol v e: •
Not i f y i ngt hes uper v i s or
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Removi ngt hedanger ousi t em f r om use
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Adj us t i ngt het abl et omak ei ts t abl e.Thi sc ani nv ol v eadj us t i ngt hel egsoft het abl eor p l a c i n gac h oc kun de ro neo rmo r el e gs .
4erif)ing t"e menu prior to service T%pes of menus and #ine lists
Be f or eanddu r i n gs er v i c ese ss i o ns ,t h eme nuan dwi n e l i s t ss houl dbechec k edf orc l eanl i nes sandwi pedc l ean wi t hadampc l ot h,i fnec es sar y . Anydamagedorbadl ysoi l edmenusshoul dber emoved f r om s er v i c e. Di ni ngar easus ual l yhav eas i ngl e,s t andar dwi nel i s t ,wi t h enoughc opi est os er v i c eev er yt abl e. Ho we v er ,t h er eca nb eav ar i e t yoff o odmen us ,s uc ha s : A la carte menu
Ac ommons t y l eofmenuf oundi nt hemaj or i t yoff ul l s er v i c edi ni ngar eas ,i t s c har ac t er i s t i c sar e: •
Di s he sar epr ep ar edt oo r d er
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Canoff erappet i s er s ,ent r ées ,s al ads ,mai ns ,des s er t sands nac k s
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Canoff eral ar ges el ec t i onofi t emswi t hi neac hc at egor y
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Eac hi t em i si ndi v i dual l ypr i c ed–c us t omer spayonl yf orwhatt heysel ec toreat .
ac ar t e Wher eanàl menui sus ed,wai t i ngs t affwi l l no tk no w whatt hegues ti sgoi ngt o s el ec tandt her ef or et hes et t i ngi sbas i c ,f oc us si ngononl yt hemai nc our s ek ni f eandf or k bec aus ewecans af el yas s umet ha tmos tgues t swi l l ,atl eas t ,par t ak ei namai ncour s e.
Whent hegues t ssel ec tt hei rf ood,t hec ov eri st henadj us t edt or efl ec tt hemenui t ems t heyhavechosen.Thi smaymean: •
As ou ps po oni sa dd edi ft h eg ues to r d er saso up
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Th ema i nc ou r s ek ni f ei ss wap pe df o ras t e akk ni f ewher et h eg ues to r de r sas t e ak
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Fi s hgeari saddedi ft hegues tor der safi s hent r ée
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Th ema i nc ou r s eg ea ri ss wa pp edf o rfi s hg ea ri ft h egu es to r d er safis hma i nco ur s e
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De ss er tg ea ri sad dedi ft h eg ue s to r d er sas wee t
Tabl ed’ hôt emenu
Th i si sapo pu l a ra ndc ommo nme nuwh er et h eg ue s th ast h ec h oi c eofal i mi t e dn umb er ofdi s hesorc our s esf oras etpr i c e. Thegues tpay st hef ul l s etpr i c er egar dl es sofwhatt heyc hoos et oeat . abl ed’ hôt e Wher eat menui sus ed,t hes et t i ngwi l l r efl ec tt hi ss t y l eofmenu.Wec an abl ed’ hôt e s af el yas s umet hatmos tpeopl epar t ak i ngi nat wi l l eatev er yc our s eoffer ed ont hemenus ot hes etupr efl ec t st hatb yl a yi ngc ut l er yf oreac hoft hec our s esav ai l abl e.
Onc eag ai n,t h ec o v eri sad j us t edwhent h eo r de rf ort h eg ues tha sb ee nt a k en . Th i sma yi n v ol v e : •
Remov i ngc ut l er yi ft hegues tel ec t snott oeatac er t ai nc our s e
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Swa ppi ngma i nc ou r s ek ni f ef o ras t e akkn i f ewh er et h eg ue s to r d er sas t eak
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Swa ppi ngma i nco ur s eg ea rf o rfi s hg ea ri ft h eg ues t o r d er safi s hma i nc ou r s e Swa ppi ngt h ee nt r éege arf o raso upsp ooni ft h eg ue s t s el e ct sas ou pa so ppo se dt oa nen t r é e.
Buffet / smor gasbor d
Thi smenui sv er ypopul ari nf ami l ys t y l er es t aur ant sor t a ver nsandhot el s ,andi sof t enus edatf unc t i ons : •
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I t emsar eal l pr epar edi nadv anc eandpl ac edondi s pl a yf orc us t omer st ov i ew,and mak et hei rs el ec t i on Menuus ual l yoff er sal l i t emsatt heonese tpr i c e,r egar dl es sofho w muc haper s on eat s .Chi l dr enmaybehal f pr i c e Abuff etus ual l yoff er sar angeofs oups ,c ol dandho tmeat s ,s al ads ,v ege t abl es , s eaf ood,des s er t s ,andt eaandc off ee.Some t i mess of tdr i nki si nc l uded Buffet sar egener al l ysel f s er v i c e,wi t hwai t i ngs t affi nv ol v edi nr epl eni s hi ngdi s hes , andc l ear i ngpl at esf r om t hebuffe tandgues t s ’ t abl es .
ontact it" -itc"en sta= Themenuc anc hangedai l y , dependi ngont hea v ai l abi l i t y oft hemenui t emsandt hec he f ’ sc hoi c es . I ti sv i t al f oral l s er v i c es t affc ommenc i ngas er v i c es es si on t obeawa r eofa nyme nuv ar i a t i o nsa ndk no w wh att h e dai l yspec i al sar e. I naddi t i on,t hek i t c henmayr equi r es er v i c es t afft o‘ pus h’ c er t ai ndi s hest oc l eart hem,or bec aus et he yr epr es entanes pec i al l ypr ofi t abl edi s h.
Somespec i al sorv ar i at i onst hatc oul doc c uronadai l yors er v i c ebys er v i c ebas i sma y i nc l ude: •
Fi s hoft heda y
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Soupoft heday
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Spec i al soft heda y
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Ve ge t abl e so ft heda y
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De ss er to ft heda y
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Spec i fi cc ons t r ai nt sont hi si ndi v i dual upc omi ngs es si on
Wh ent h eg ue s t sar ep r e s en t e dwi t ht h eme nu ,t h eys h ou l db e i nf or medofanyc hanges ,s pec i al sorl i mi t at i onsatt hi ss t aget o a voi ddi s appoi nt mentandf r us t r at i ons houl dt he yor deri t emst hat ar eunav ai l abl e. Ch an ge san ds p ec i a l sma ya l s obewr i t t e nu po nabo ar d ,a nd br oughtt ot hegues t ’ sat t ent i onupons eat i ng.Chal k boar dss houl d bek eptc l eanandal l handwr i t i ngs houl dbeneatandl egi bl e. Lot sofdi ffer entmenupr es ent at i onopt i onsex i s t ,f r om pr i nt bas ed opt i ons ,t hr oughhandwr i t t enboar dst oel ec t r oni cdi s pl ay s.
onclusion Ast hi ssec t i ons hows ,t her ear eal otofac t i v i t i est hatneedt obe c ond uc t e da ndc hec k e db ef or et hefir s tc us t o merwal k si n . I ti ses sent i al t hatbot hs t affandmanagementpa yc l os eat t ent i ont o t hei rdut i esandens ur i ngt heenv i r onmenti spr epar edi nas af e,h ygi eni c andappeal i ngmanner .
T as kShe et4 . 2 1 I ti sar equi r ementoft hi sUni tt haty ouc ompl et eWor kPr oj ec t sasadv i s edbyy ourT r ai ner . Youmus ts ubmi tdoc ument a t i on,s ui t abl ee vi denc eoro t herr el e v antpr oofofc ompl e t i on oft hepr oj ec tt oy ourT r ai nerbyt heagr eeddat e. 1. 1 T of u l fi lt her eq ui r e me me nt soft h i sWo Wor kPr o j ec ty o ua r ea sk e dt or e sea r c hh owt o c hec kf oods er v i c ear eaandc us t omerf ac i l i t i esf orc l eanl i nes spr i ort os er v i c e i nc l udi ng: Ther angeandv ar i e t yoff oodandbe v er ageout l e t s Pr oc edur esf orc l eani ngandc hec k i ngt her es t aur antar ea St epsi nv ol v edi nc hec ki ngandc l eani ngc us t omerf ac i l i t i es Ho wt op r e pa r ea nda dj u s tt h ee nv i r o nme ntt oe ns u r ec o mf mf o r ta nda mb mb i e nc e f orc us t omer s I t emsandme t hodst os etupan yf ur ni t ur e Me t h od st oen s ur ead eq ua t ec us t o me me ra nds er v i c epe r s o nn el a c c es s Comm mmonf oodandbever agei t ems mst hatar edi spl ayed. 1. 2 .T .T of ul fi lt her equi r ement soft hi sWo Wor kPr oj ec ty ouar eas k edt or es ear c hhowt o c hec kandpr epar eequi pmentf ors er v i c ei nc l udi ng: Coff eeandt eamak i ngf ac i l i t i es Bai nmar i es T oas t er s Sa l ta ndp ep pe rs h ak e r s Cut l e r yandCr o ck e r y Gl asswar e Co nd i me nt s ,b ut t e ra ndl e mo mo ns Napki ns Wai t er ’ sst at i on Remo vi ng,c l eani ngorr epl ac i ngi t ems Re po r t i n gp r o bl e ms ms . 1. 3 .T .T of ul fi lt her equi r ement soft hi sWo Wor kPr oj ec ty ouar eas k edt or es ear c hhowt o abl ei t ems,pr c hec kcl eanl i nes sandc ondi t i onoft abl esandal lt i ort os er v i c eand t ak enec es sar ycor r ec t i v eac t i oni nc l udi ng: Set t i ngt abl es Cl o t hi ngT ec hni ques Dr es si ngt abl es T ab l ea c c ou t r e me me nt s Chec k i ngc l eanl i nes sandc hec ki ngt abl espr i ort os er v i c e Ver i f y i ngt hemenupr i ort os er v i c e Cont ac twi t hk i t c hens t aff . • • • •
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I nf or mat i onShe et4. 22
Takeandpr ocessor der s 19 .rovi*e a "elpful an* attentive approac" to customers Thi ss ec t i ons t ar t st oex pl or et heac t i v i t i est hatt ak epl ac ewhent hec us t omerar r i v esat t h ef o odan db ev e r a gee s t a bl i s hme nt .Wh i l s tt h es t e psun de r t a k enma ydi ff erde pen di ng ont henat ur eoft hev enuet her ear es t i l l s omec ommon,ac c ept abl epr ac t i c es :
(reet customers on arrival Whenc us t omer sar r i v e,i ti st her es pons i bi l i t yoft hes er v i c es t aff t opr ompt l yme mee tt hem wi t has mi mi l eandanappr opr i at egr ee t i ng att hedoor . Remembert hatc us t omer sl i k et of eel i mpor t antandt he yshoul d al wa ysbet r eat edac c or di ngl y .Bes i des ,fi r s ti mpr es si onsc ount a ndast h eys a y“ Yo uo nl yg eto nec ha nc et oma ma k eafi r s t i mpr es s i on” . Checking reservations
Whengues t sar r i v ei ny ourdi ni ngar ea,t hefi r s tt wos t epsshoul dbe: •
Togr eetorwel come met hem
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T oenqui r ewhe t herorno tt he yha v ear es er v at i onorbook i ng.
Chec katy ourwor k pl ac et os eei ft hi si sSt andar dOper at i ngPr oc edur eorno t . Wher egues t ss ayt hatt he yha v ear es er v at i on,y ous houl dc onfi r mt hi si ny o ur r es er v at i onsbook ,t oi dent i f yt het abl et heyhav ebeenal l oc at edont het abl e/ fl oorpl an. Ch ec kwi t ht h em t h en umb ero fg ue s t se x pe c t e d.Of t e nt h er ec a nb ea ne x t r ao ne ,a nd s ome t i mest her ear eoneort wowhowi l l bec anc el l at i ons .Wher et her ear ec anc el l at i ons , t hec hai randc ov ers houl dber emo v edf r om t het abl es ot hatt het abl ei sno tembar r as s ed byempt ypl aces. Wh er ea ne x t r ap er s onh aspr e se nt e dwi t ht h eb oo ki ng ,s t a ffs hou l di mme di a t e l ys et ano t herpl ac eandaddac hai rwher epos s i bl e,orano t hert abl es houl dbequi c k l y i dent i fi edf ort hepar t y .Thek eyi st oens ur et hatgues t sdonotf eel ,i nei t herc as e,t hat t h eyha v ed on et hewr on gt hi n g,o ri nc on v eni en ce ds t a ff.
Wh enc onfi r mi ngt h er e se r v a t i o n,a l s oc on fir m an yde t ai l s t hatma ybewr i t t enagai ns tt hatbook i ng–“ Andy ou’ r eoff t ot hec i nema,s oy ou’ dl i k et obeawa yby8. 30,i st hat r i ght ?” ,“ Andy our eques t edahi ghc hai r ,Ibel i ev e?”
Wher et her ei sanot et hatabi r t hda yc ak e,ors i mi l ar ,hasbeenar r anged,t hi sshoul dal s o bedi s cr eet l ychec kedwi t ht hehos t ,ei t heratt het abl eorel s ewher e. Av i s i tt ot het abl ei nf or mi ngt hehos tt hatt her ei saphonec al l atr ec ept i onf ort hem c an ai di nget t i ngt hem awa yf r om t het abl e.I ft hegues thasnor es er v at i on,c hec kt hefl oor p l a nt os eei ft h eyc a nb ea c c ommo da t e d. 'e alert to the opportunit% to maximise sales
Fo ri n s t a nc e ,b yas k i n gs o me on ewh oc o me si nat6 : 3 0PM wi t h ou tabo ok i n g,wh et h er t heycoul dbefi ni s hedby7: 45PM,s ot haty ouc ans t r i pt hei rt abl eandr e. s eti tf ort he 8: 00PM booki ng. Us i ngat abl ef ort wos eat i ngspers es s i on–a50s eatr es t aur antc anqui t eeas i l ys er v e70 –80co v er sp ers es s i o n. Th er ea r es omepe op l ewh owi l l br ee zei nt oar e s t a ur a nt ,c l ai mi n gt he yha v eb ook e d wheni nf ac tt he ynev ermadeone.I fy ouha veav ac anc y ,t hent hi sr eal l yi s n’ tapr obl em, butwher enov ac anc yex i s t s ,t hepot ent i alf ort r oubl eex i s t s . Al l y ouc andoi sapol ogi s epr of us el y ,andoff erano t hers es s i on. Yourhous epol i c yma ydi c t at es omeot herf or m ofaddi t i onal gr at ui t y( adi s countv ouc her , v ouc herf oraf r eei t em oraf r eedr i nk ) ,butman yes t abl i s hment sadoptt hes t anc et hat s ay s‘ I fwec an ’ tfi ndy ourbook i ng,y oudi dn ’ tmak eone ’ I ft hes i t uat i onl ook sl i k eget t i ngoutofhand,c al l y ours uper v i s orort hedut ymanager . The greeting on arrival
Whatyousaybywayofwel comet oyourguest smaybedet er mi nedbyhousepol i cywi t h c er t ai nr equi r eds t at ement sandf ac t st obec ov er ed,ory ouma ys i mpl ybee xpec t edt o useyourcommonsenseandgoodj udgementonaper sonbyper sonorpar t ybypar t y bas i sasi ndi c at edb y: •
Theweat her .Agenui nec omment :“ I s n’ ti tc ol dt oda y?”c anbe agr eati c ebr eak erandhel ps t r i k eupac on ver s at i on
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Sp or t i n ge v e nt s–“ Di dy o uwa t c ht h eg amet o da y ?”
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Sp ec i a le v ent s–“ Ha pp yFes t i v a lDa y ”
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Thes eas on–“ I s n’ ti tget t i ngdar kear l yt hes eday s?”
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As p ec i a li n h ou s ee v e nt–“ We l c o met oou rGr a ndWi n er y T ourDi nner ,i twi l l beani ghtt or emember ! ”
I ns omees t abl i s hment s ,gues t sma ybeabl et ol ea v et hei r ov er c oat s ,umbr el l asorot heri t emsatt her ec ept i onar ea.I ft hi si st hec as e,as kt he gues t si ft heywoul dl i k ey out ot ak et hei rc oatoras si s twi t hot heri t ems . Gr ee t i nggues t sonar r i v al andac c ompan yi ngt hem t ot hei rt abl et os eatt hem i sk no wni n t hei ndus t r yas‘ gr eetands eat ’
Special needs customers
So megu es t sma yha v es pec i al n ee dsan ds i mp l eo bs er v a t i o nwi l l i d en t i f yma nyoft h es e. Don’ twai tt obeas k edi fy out hi nkt her ei sas pec i al need.Ge tpr oac t i v eandoffer : •
Al t er nat i v eeas yac ces st ot hei rt abl ebec aus eofadi s abi l i t y
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Ahi ghc hai rf ori nf ant s
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War mi ngo fabo t t l ef orbabi es
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Appr opr i at ef oodf ort hos ewi t hs pec i al di et ar y needsasi ndi c at edi nt her es er v at i onsbook Pr i v ac yf orr omant i cc oupl es ,andbus i nes speopl e– t ot hebes te xt entpos s i bl egi v enot herbook i ngs
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Room onat abl et ospr eadoutwher ebus i nes sl ook sasi fi ti sgoi ngt obec onduc t ed
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At abl eneart hedoorf ors omeonewi t hawal k i ngs t i c k
So me t i me ss p ec i a lo ffe r sha v eb ee nma deo rv o uc h er swi l l b eu s edb ygu es t st op ayf o r t hei rmeal .I ti saus ual c ondi t i ont hatgues t snot i f yyouoft hi sonar r i v al s ot haty ouk now whatbi l l i ngpr oc es st ous e,andwhatot hers er v i c esorpr oduc t st heyar eent i t l edt o.Thi s c oul di n cl ud eaf r eegl a ssofc ha mp agne ,t h es e tme nuo nl y ,ac hoi c eo fe nt r éea ndma i n ormai nandsweet s,andsoon. Ex t r aeff or tmu s tb ema dewi t hgu es t swh oa r eus i n gv o uc h er so r par t i c i pat i ngi ndeal s .Man ye xpec tt obet r eat edass ec ondc l as sand ge tqui t esnak ywhent hi shappens .Sot r eatt hem wi t he v ene x t r a c ar e,r es pec tandhi ghqual i t yser v i c e! Andfi nal l y ,whengr eet i nggues t s ,i ti sl i k el yt haty ouwi l l k nowt hei r name.Theywi l l ei t hert el l y ou,ory ouc angeti tf r om t hei rr oom number / k ey ,ort her es er v at i onbook .I ti squi t es i mpl ymus i ct ot hei r ear st oheart hes oundoft hei rownnameandi ts howsci v i l i t y , manner sandani ndi v i dual or i ent at i ont ot hem ashonour edgues t s .
O=ering pre:meal services Asandwhenc i r c ums t anc esdi c t at e,oroppor t uni t i espr es entt hems el v es ,pr emeal s er v i c esc anb eo ffe r e dt og ue s t s ; Thes es er v i c esi nc l ude: •
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Bars er v i c e–i tma ybeappr opr i at et ooff ergues t st hes er v i c esof y ourbarbef or et he ygot ot hei rt abl e.Es pec i al l ywher et hebar hasas pec i al f eat ur eoras pec t ,t hi scanbeav al uabl es er v i c et o off er . L ou ng ea ndwai t i ngar e as .Wh er ey o urg ues t sar epa r tofal a r ge r par t yandt he yar et hefi r s tonest oar r i v e,t he yma ybepl eas edt obeoff er edt he benefi t sofwai t i ngi nal oungear eaoras pec i al wai t i ngar ea,r at hert hanbei ngmade
t os i tal oneatt hei rdi ni ngt abl e.Thi ss av esy ourgues t spos si bl eembar r as s ment , demons t r at esex c el l entc us t omers er v i c eandi ndi c at est haty ouar et unedi nt o i ndi v i du al n eeds .Yo uc ano ffert h ec us t o me rs o me t hi n gt or e ad •
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Val e ts er v i c es .Thes es er v i c escanembr ac eal mos tan yt hi ng,andar eof t enav a r i at i on oft hec onc i er gedes k .Commons er v i c esf ordi ner si nc l udev a l e tpar k i ngandc ar r et r i ev al ,book i ngt heat r eorot hert i c ket s ,ar r angi ngf ort ax i sorl i mous i nehi r e,and ev e ns ec r e t ar i al s er v i c esf orbus i nes speopl e.I ti sno tunc ommont obeas k edt os end af ax ,oremai l i ft hes es er v i c esar eoffer ed,es pec i al l ybypeopl ewhoar eoutoft hei r h omec i t y . Par t i c i pat i oni ns pec i al di s pl ay sorpr omot i ons .Wher et hev enuei sconduc t i ngani nhous ec ompet i t i on,ors ur v ey ,orot herp r omot i onal ac t i vi t yi ti swi s et oatl eas tnot i f y y o urgu es t sofwh ati sha ppe ni n g
Escorting an* seating customers (reeting and seating guests
Thef ol l owi ngs t epsar ei ndus t r yac cept abl es t andar dsf orgr eet i ngands eat i nggues t s . Ofc our s e,hous er ul ess houl dt ak epr ec edenc ewher et he ydi ff erf r om t hef ol l o wi ng. 1. Pr ompt l yacknowl edget heguest sandwel comet hem wi t hagr eet i ng.Anexampl eof t h i sma ybe :“ Go odmo r ni ng ,wel c omet oJ ac k ’ sBaran dGr i l l ” 2.Es t abl i s hi ft hec us t omerhasar es er v at i on.A n umb ero fc u s t o me r sd on ’ th av eab oo k i n g–t h ey ar ec al l ed‘ wal ki ns ’ .T oac c eptawal ki n,mak es ur e t hatt her ei sat abl eav ai l abl e.I ft hegues t sdohav e ar es er v a t i on,c hec kt henumberofgues t st o det er mi nei fat abl ei sav ai l abl e 3 . Ha t s ,c oat s ,u mb r el l a so rp ar c el san dp r e se nt s s houl dbet ak enf r om t hec us t omeri ft hi si sst andar dhous epol i c y ,ori fgues t sr eques t i t 4.Sho w gues t st ot hei rt abl e,whi l ewal k i ngatar at et ha twoul dbec omf or t abl ef ort he gues t st ok eepupwi t h.I tma ybeappr opr i at et oeng aget hem i ns omef or mo fl i ght c onv er s at i onwhi l edoi ngt hi s 5.Att het abl e,pul l outonec hai rt os i gnal t ot hegues t st hatt heyar ef r eet oc l ai m as eat ands i t .As s i s tgues t swi t hbei ngs eat ed,andpus hi ngi nc hai r s .
Seatl adi esfir s twi t hbes tv i ewofr es t aur ant . )resenting menus and drinks lists
Af t ert hegues t sha vebeens eat ed,v ar i ousot herr i t ual sar e obs er v ed,i nc l udi ngpr es ent at i onoft hef oodmenusandt hedr i nk s l i s t . Anaccept edsequencei s: •
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Lapnapk i nsi fr equi r ed;f r om t her i ght hands i de,r emov et he napk i nt hathasbeenpr o vi dedaspar toft hes et t i ngandunf ol d i t .Ref ol di ti nt oat r i angul ars hapeanddr apei tac r o sst he gues t ’ sl ap,poi nt eds i def ac i nga wa yf r om t hem.No t et hats ome gues t swi l l pr ef ert opl ac et hei rownnapk i n,s obeawar eoft hegues t ’ sbodyl anguage atal l t i mes ,andc er t ai nl ydon’ tf or c et hi sser v i c eonan yone.Ac omments uc has “ Ex c u s eme ,s i r ”ma yb ea pp r op r i a t e Ens ur ean ys pec i al needsar et ak enc ar eofs uc hasahi ghc hai rf orc hi l dr en I ns omees t abl i s hment s ,t hegr eet erores t abl i s hmenthos torheadwai t erwi l l att hi s s t ager et ur nt ot her ec ept i ondes kt os eatf ur t hergues t s .As er v i c es t affmembert hen t ak esov ert het abl et oc ompl et et hene xtf ews t eps ,c our t eous l yi nt r oduc i ng t hems el v esandengagi ngi ns omesmal l t al k ,i fappr opr i at e Di s t r i but emenust ot hegues t sf r om t hei rr i ght hands i de,andl eav et hewi nel i s twi t h t hehos t ,i fappl i c abl e As kc us t omer si ft heywoul dl i k eher b,gar l i corpl ai nbr ead,i fappl i c abl e,and ac c or di ngt oa v ai l abl emenui t ems .
Thewi nel i s ti sof t enpr es ent edaf t ergues t sha v edec i dedwhatt he ywantt oeat ,butman y es t abl i s hment spr es entt hemenuandt hewi nel i s tt oget hers ot hatgues t scanbe t t er ma t c ht h ei rf o odan dwi nec omb i na t i o ns .
.rovi*e information to customers; giving clear explanations an* *escriptions Mos tc us t omer swi l l r el yony out opr o v i det hem wi t hi nf or mat i onaboutt hemeal ,t he c hoi c esav ai l abl e,pr i c es ,s er v i c es t y l esand/ oranywai t i ngt i mest hatc anbeex pec t ed. )roviding food*related information to guests
Whenal l t hegues t sar es eat ed,andt hemenusha v ebeendi s t r i but ed,y ourne x tt as ki st o i nf or mt hec us t omer soft heSpec i al soft heda yandan yal t er at i onsordel et i onst ot he menu. Mak esur ey ous peakc l ear l y , c onfi dent l yandaudi bl y . Wh ende s c r i b i n gi t e ms ,ma k es u r ey ouma k et h em s o un da pp ea l i n gb yus i n gd es c r i p t i v e wor dsl i k e“ s uc cul ent ” ,“ del i c i ous ” , “ f r es ht hi smor ni ng” ,“ madef r es ht hi saf t er noon” ,but
al s omak esur ey ouar eno tmi s l eadi ngi nwhaty o us ay . Al l des c r i pt i onsmu mus tbehones t andt r ut hf ul . I fy ouk nowt hes t eaki st ough,t hendon’ tdes cr i bei tas“ j ui c yands uc cul ent ,mel ti nt he mout h” . I t e ms mst h atma yne edt obeco v er e di n cl u de: •
Soupoft heday
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Fi s hoft heda y
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Ro as to fd ay
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Th ev e ge t a bl e sf ort h es es s i o na ndho wt he yar e cooked Anyot herav ai l abl es pec i al s .
Af t ert hes ehav ebeenputont het abl e,y ous houl dr et i r ef r om t het abl ewhi l egues t s br o ws et h eme nuan dmak et h ei rs el ec t i o n. Kee pa ne y eont h em f o rc ue st h att he yar er e adyt oo r d er .Th es ec l u esma ma yi nc l u de me nusc l o se do rp utd ownont h et ab l eo rg u es t sl o ok i n ga r o un da ndt r y i ngt oc at c hy o ur eye. Man ygues t swi l l beabl et owor koutwhatt he ywantt oeat ,butt her ear eus ual l ys ome wh oh av edi ffic u l t yd ec i d i n ga nda s kt h ep r e di c t a bl eq ue s t i o n,“ Wh atd oy o ur e c omme nd ?” Whent hi soc c ur s ,y ouha v ef ourbas i cop t i ons : •
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Rec ommendwhati ti sy o ul i k e.Thi sc anbel es st hanus ef ul bec aus et hi sma ma yno ts ui t t hem orbet ot hei rl i k i ng Rec ommendwhati spopul ar .Agai nt he yma yno tl i k et hi ss t y l eofdi s hbutt hebenefi t oft hi sappr oac hi st haty ouk nowi ti spopul arwi t hal ar gec r os ss ec t i onofdi ner s Rec omme ndwha t e v eri ti st h att heki t c he nha v ea sk e dy o ut op us h.Ag ai n ,t hi sma ma y nots ui tt hem butwi l l benefi tt hev enue As ks omeq ues t i o nsfi r s tt od et e r mi n ewhe t he rt he ya r ea f t e rabi gme al o ras nac k a ndt he nr e co mm mmen danap pr o pr i a t edi s ht ha tc ompl i e swi t ht he i rr e sp on se s.
Additional Addition al information information
I ns omed i n i n ge x pe r i e nc esy ouma yal s ob er eq ui r edt op r o v i d e addi t i onal i nf or mat i ons uc has : •
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Recommendat i onsr egar di ngf oodandwi necomb mbi nat i ons– t hi swi l l beex pl ai nedl at eri nt hemanual Loc at i onofc us t omerf ac i l i t i eswi t hi nt hev enue–s uc has t el ephones ,t oi l et s ,c arpar k i ng,t hegami ngr oom,r ec ept i on e t c . I nf or mat i onaboutt hel oc al ar ea–i nc l udi ngpoi nt sofi nt er es t , t our i s tat t r ac t i ons ,l oc al f ac t sands t at i s t i c s .
Man yv e nu es ,e sp ec i al l yt h os ewhe r eg ues t sar ea l s oi n h ou se gues t ss t a yi ngi nr oomsi nt hepr oper t y , managementma yr equi r eal l t hei rc us t omer c ont ac ts t afft oac t i v el ypr omot et hel oc al ar eat ogues t s . Thei deabehi ndt hi si st hati ft hes t affc anc onv i nc et hegues tt o s eemor eoft hel oc al ar eaandat t r ac t i onst hi swi l l i nc r eas et he l i k el i hoodt hatt heywi l l s t ayanex t r adayort woatt hepr oper t y . Thi s ,nat ur al l y ,i nc r eas esr ev enuef ort hebus i nes s. I nt hes es i t uat i onsi ti sus ef ul t oengagegues t si nc onv er s at i on t h ati n cl u desqu es t i on ss uc has“ Wha td i dy o ud ot o da y / Wh atd i d youseet oday?” Th i sal l o wsy o ut owo r kou twh att h eyha v es e ena ndwh att h ey ha ven ’ ty ets eenorv i s i t ed.Yout hens har et hee xper i enc est he y havehad,anduset hi sknowl edget or ecomm mmendt heyal sogoandseewhat evert hey ha v en ’ ts eeny e t .
696 Ta-e an* recor* or*ers accuratel) an* legi!l) Cu st o me me ro r d er sne edt ob et ak e na cc ur a t el y . Var i ousf or mat sex i s tf ort het ak i ngandr ec or di ngof or d er sa ndt h es emu mu s tb ea dh er edt oi nac c or da nc ewi t h es t a bl i s h me me nto rde par t me ntr eq ui r e me me nt sand f or war dedqui c kl yt ot hek i t c henorbars ot hatt heor der canbepr ocessed.
Ta-ing or*ers +ptions available
Th eme t h odo ft a ki n go r d er sma ma yv ar yf r om e s t ab l i s hme ntt oes t ab l i s hme nt ,a ndc anv a r y wi t hi nt heonebus i nes s . St a ffma yber e qu i r e dt o : •
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Rememb ero r de r sr el y i n gs ol el yo nt h ei rme mo mo r y , a si st h ec a s ea tmo s tb ar sa ndi ns o me me r e s t a u r a n t s Re c or dor d er so np ap er b as e do r d erf o r mss u c h aswai t er ’ sdoc k et sandor derpads Re c or dor d er su s i n ge l e c t r o ni cme me an ss uc hass ma ma l l h an dh el dc omp ut e r s( PDAs– Per s onal Di gi t al As si s t ant s )whi c hal s os endt heor der st ot hek i t c henorbarand i nt er f acewi t hpoi ntofs al er egi s t er st of ac i l i t at eac countt r ac ki ng,pr oc es si ngand payment .
The role of the order
Theor ders er v esf ourdi ff er entpur pos es : •
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I nf or mst hek i t c henorbars t affoft heor ders ot hatt he yc anpr oduc et hei t ems r equi r edbyt hec us t omer s I n f o r mst h es er v i c es t affofan yc ha nge sne ede dt ot h ec ut l e r y . Somema ma yne edt obe r emo moved,some mema mayneedt obeaddedorex changed I dent i fi eswhoi seat i ngordr i nk i ngt hei t emsor der eds ot hatt her i ghti t em c anbe s er v edt ot hec or r ec tgues t Pr o v i d est h eb as i sf r o m wh i c hanac c o un tc a nb ema deupan dp r e s en t e dt ot h e c us t omeratt heendoft hedi ni nge xper i enc e.
Wh at e v ert h eme t h odus e d,o r d er ss hou l db et a k enp r o mp mp t l yan da c cu r a t el ywi t hmi ni ma l di s r upt i ont ot hec us t omer s .Youneedt opa yat t ent i ont owhati sbei ngs ai d,andus e po si t i v ebod yl an gu agean dv e r b al c ommun i c at i onwh ent a ki n gt h eo r d er .
(uidelines for taking the order
Ther ear eanumberofr ul esy ous houl dt r yt of ol l o w whent ak i ngandr ec or di nganor der : •
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Beawar eofs i gnsgi v enb yt hegues t st hatt he yar er eadyt oor der .Thi sc oul dbe gues t sl ook i ngar oundf orat t ent i on,gues t swhoha v ec l os edt hei rmenusorgues t s l ook i nganx i ous Ens ur eal l or der sar er ec or dedac c ur at el yandl egi bl y . Us i ng t heappr opr i at et er mi nol ogyandabbr e vi at i onsandmak i ng s ur et hatt hewr i t t enor derdoesnot :
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Conf us et heper s onr eadi ngorhav i ngt oi nt er pr eti t . Ther ei snopoi ntr eques t i ng‘ t wofi sh’ f r om t hek i t c heni f t her ear et hr eefi s hdi s hesont hemenu.Si mi l ar l y ,j us t as ki ngt hebarf or‘ abeer ’ does n’ tt el l t hem t hes i ze,br and,s t y l e,orwhet hert he b ee ri st obeap ac k a ge do neoradr a ug hto ne
Or der sshoul dbet ak enwi t hmi ni mal di s r upt i onandi nt er r upt i ont ogues t s .Ther e needst obes ens i t i v i t yi nho wt het abl eandt hec us t omer sar eappr oac heds ot hat t heydon’ tf eel t heyar ebei ngpr es sur edort hei rpr i v at e c onv er s at i onsar ebei ngl i s t enedt o. Recommendat i onsorsuggest i onsar emadet ot he c us t o me r st oa ss i s tt h em wi t hd r i n ka ndme al s el e ct i o ns .Ev e nwh er ey o uha v ep r o v i d eda ss i s t a nc e whe nt h emen uo rt hedr i n kl i s twaspr e se nt ed ,wheni t c omest oac t ual l yt ak i ngt heor dergues t sma ys t i l l neede xt r ahel porneedy out or epeati nf or mat i on pr ev i ous l ygi v en Ser v i c es t affshoul dal way st ak et hegues t ’ sor derf r om t her i ght .Thi si sani ndus t r y s t a nd ar dbu tc he ckt os eewha tap pl i eswh er ey o uwor k .Th i sob v i ou sl yc an ’ th ap pe n i ns i t uat i onswher e:
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Omi tan yi mp or t a ntp ar t soft h eo r de rs uc ha sho wt h e s t e aki st ob ec oo k ed( s e eb el o w) ,whe t he rt h emai n c our s ei st obeent r ées i z eort hef ac tt hatt hemai nmeal i st obes er v edwi t hmas hpo t at or at hert hanFr enc hf r i es
Ther ei sanobs t r uc t i on–s uc hasawal l t hatpr ev ent sy ous t andi ngt ot hegues t ’ s r i ght hands i de Thegu es t sar ei n v ol v e di nc on v er s at i onorl o ok i ngats ome t h i ngb et we ent h em t hatwoul dmak ei ti mpr ac t i c al ,r udeorot her wi s edi ffic ul tt ot ak et heor der
Gue s t ss hou l dbenu mb er e d.Th eh os to ft hepa r t yo rt a bl eors o meot h erp er s on,as i dent i fiedbyyouasbei ngGuestNo1,becomesnumberoneandt henumber i ngi s wor k e dc l oc k wi s ea r o undt het ab l e ,a l l oc at i nge v er ype r s onwhoo r d er san umb er .
Doi ngt hi sandget t i ngt hi sr i ghti si mpor t antasi tgui desbot h t headj us t mentofc ov er st or efl ec twhatt he yha v eo r der ed, andt heac t ual del i v er yofmeal sanddr i nk st ot hec or r ec t per s onwi t houtha vi ngt oas k“ No w,who ’ sha vi ngt hev eal ?” TheNumberOneper sonmaybet heguestwhoi ssi t t i ngcl osest t ot hef r ontent r anc e,ort heymaybes i t t i ngc l os es tt ot hec ent r al pi l l ari nt her es t aur ant .I t ’ supt oy out o: •
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L ea v ea de qu at es p ac eo nh an dwr i t t e nf o odd oc k e t s ,b et we ent h ee nt r é esan dma i n s , t oc l ear l ydefi net hebr eaki nt heor der .Not et hatdes ser tor der sar eus ual l yt ak enaf t er t h ema i n sha v eb ee ns er v e da ndc l ea r e da wa y ,un l e ssot h er wi s es t i pu l a t ed Repeatt heor dert ot hegues tt oens ur ey ouha vegoti tr i ght .Al way sas kf or c l ar i fi cat i oni funs ur eofapar t i c ul aror der .
,egrees of -doneness’ of steaks
I ti si mpor t antt ono t eont heor derhowt hegues twant st hei rs t eakc ook ed. Degr eesofdonenessar e: •
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Bl ue–s t e aki ss ea r edonbo t hs i de st h ens er v e d Ra r e–s t e aki ss e r v e dwh enbr o wn edonbo t hs i d es ,a nd meats t i l l c ont ai nsbl ood Me di u mr ar e–s t eakha sl e ssbl o odt h anar ar es t e ak ,t ho ugh bl oodi ss t i l l j us tpr es ent Me di u mt owe l l d on e–s t e aki sc ook e da l l t h ewa yt h r ou gh, nos i gnofbl ood Wel l done:s t eaki scook edv er ywel l –al i t t l ebur ntont he out s i deanddefi ni t el ynos i gnofbl ood.
Operate t"e or*ering s)stem accor*ing to enterprise proce*ures Th eo r d er i n gs y s t e mi no pe r a t i o nwh er ey o uwo r kmu s tb eu s edi na c c or d an c ewi t h ent er pr i s epr oc edur esand,wher eappr opr i at e,i ncompl i anc ewi t hmanuf ac t ur er ’ s i ns t r uc t i ons . Mos templ o y er swi l l pr o vi det r ai ni ngonhowt ot ak eor der sandoper at et hei rs y s t em e v en i ft hesy s t em i spaper bas eds y s t em. Wher et hes ys t em i sel ec t r oni c ,t her ewi l l defi ni t el ybei nhous et r ai ni ng( unl es sy ouhav e i ndi c at edy ouhav ee xper i enc ewi t ht hats y st em ony ourj obappl i c at i onoratt hej ob i nt er v i ew) . +perating ordering s%stems
Al l t r ans ac t i onsshoul dbeunder t ak enwi t hi nes t abl i s hmentgui del i nesr el at i ngt o:
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Hones t yandi nt egr i t y .Gui del i nesc ov erpol i c ysuc h asno tc har gi ngf ori t emst hatwer eno tdel i v er edor no tc har gi ngper s onXf ors ome t hi ngt hatper s onY r ec ei v ed Ac c ur ac y–c hec ki ngal l ent r i es ,e xt ens i ons , addi t i onsandot herc al c ul at i onst omak es ur et hat t hec us t omeri s n’ to v er c har gedandt hatt hev enue c apt ur esal l t her ev enuet owhi c hi ti sl egi t i mat el yent i t l ed Sp ee d–en su r i n gt h atac c ou nt sa r ec ompi l e da ndpr es en t e di nat i me l yma nn er c ons i s t entwi t hhones t yandac c ur ac y .Ne v ers ac r i fi c eac c ur ac yf ors peed Ex pl anat i onanddes cr i pt i onofc har ges .Thi sshoul ddet ai l f ul l yt henat ur eofal l c har gessot hatnoc onf us i onors us pi c i onaboutc har gesex i s t s Cus t omers er v i c e–t r eat i ngc us t omer swi t ht hec our t es yt he ymer i ti nr el at i ont ot he t ak i ngoft heor der ,pr oc es si ngoft heor derandpr es ent at i onoft heac countf or payment .
Themanualsyst em
Di ni ngor ders y s t emscanv ar ygr eat l y . Thet y peus edl ar gel ydependsoni ndi v i duales t abl i s hment ’ spr ef er enc esbas edon ma t t e r ss uc ha s : •
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Thei rpr e vi ousex per i enc ewi t hus i nganor der i ngsy s t em –i nc l udi ngev al uat i onofhow e xi s t i ngs y st emsar eper f or mi ng Thenumberofor der spr ocessed–bi ggernumber smayencour aget heest abl i shment t ous eanel ec t r oni csy st em Sk i l l sofs t affandt heav ai l abi l i t yofs ki l l eds t aff–mos tpr emi s esdi s l i k ehav i ngt ot r ai n s t aff ,butwi l l dos owher et he yha vet o.
Foreduc at i onal pur pos es ,t hef ol l owi nge x pl ai nshowt owr i t eamanual f oodor der .Chec k whatappl i eswher ey ouwor kands t i c kt oes t abl i s hmentpr oc edur eswher et he ydi ff erf r om whati spr es ent ed.
Be l o wi sa ne x a mp l eofa ne as yt or e adf o oddo c k et :n ot eho we ac hpe r s o nh asb ee n number edt oi dent i f yt hei rmeal s el ec t i ons . Dat e
Ti me
Tabl e
Number
Ser ver
7/ 5
7: 30
6
6
Mar y
Qt y
I t em
2x
CoverNo.
Gar l i cBr ead
2x
D/ FCal amar i
1,3
1X
BeefKebabs
2
2X
WChi c k enSal ad
4,5
1X
S. O. D.
6
1X
Seaf oodBs k t
1
2X
Spaghet t i Mar
2,3
1X
Chi c k Av oc ado
4
1X
Cal amar i ( Ent )
5
1X
Sc ot St eakM/ RNoSauc e
6
Poi nt st onot eaboutt hi sor de r •
Thewr i t i ngi scl earandl egi bl et oav oi danycos t l ymi s t ak es
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Thet i meal l owsf ormoni t or i ngofs er v i c e
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Thei nc l us i onoft hes er v er ’ snameal l o wst hec heft ok no w whopl ac edt heor deri f i s s ue sa r i s ea ndq ue s t i o nsne edt ob ea sk e d
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Thenumberatt het abl eal l owsc r os s r ef er enc i ngwi t ht henumberofi t emsor der ed
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Thec hefc anc l ear l yr eadt hequant i t i esofeac hmenui t em
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Addi t i onal r equi r ement sha v ebeenno t ed
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Ab br e v i a t i o nsh av ebe enu s ed
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Gu es t sha v ebe enn umb er e dt oi mme di a t e l yi d en t i f ywh oi sha v i n gwh i c hme al a nd t h atc h an ge st ot h ec o v e rma ybene c es s a r y Ther ei sas uffic i entgaps epar at i ngt heent r éesf r om t hemai nmeal sf ort hek i t c hent o s eecl ear l yt hebr eakbe t weent hec our s es .
Appropriate soft#are applications
Ther ear ev ar i ouss of t war eappl i c at i onsi nt hewor k pl ac e,man yofwhi c hha v ebeen des i gnedanddev el opedf ort hehos pi t al i t yi ndus t r y ,wi t hs omes pec i al i s i ngi ns ec t or s suchasaccommodat i onandr est aur ant s. Thesec t or s pec i fi cop t i onsc ont ai nman yf eat ur es ,s ome ofwhi c har ebr i l l i ant ,butman yofwhi c har eno tus ed. Wi t houtdoubt ,t hebes tadv i c ei st or eadt hemanual . Ther ei ss omuc hv ar i at i onbe t weent hi ss of t war et hat ge ne r al s t a t e me nt sar edi ffic ul tt omak e .As ky ou r s uper v i s ort os ho wy out hes y s t em,e xpl ai nwhati tdoes , an da r r a ng ef o rs omedo wn t i met r a i ni n gb ef or ey o ug o ‘ l i v e’ . Somesy s t emsha veadedi c at ed‘ t r ai ni ng’ opt i onenabl i ngy out opr ac t i c eont heac t ual equi pmentdur i ngwor k i nghour swi t houti nt er f er i ngwi t ht hewor k i ngor der s . Sof t wa r eappl i c at i ons
Th i sc o mpu t e r i s eds y s t e m en abl e sel ec t r o ni cman age men to ff oodandbe v er a geor d er s . Amai nt e r mi nal enabl esdat ai nputt ot hes y s t em.Thi sdat a c ompr i s est hemenusf oral l t her es t aur ant shook edupt ot hesy s t em, al ongwi t hpr i c esofeac hi t em.Thi si nf or mat i onc oul dbei nputb yt he F&BMa na ge ro rr e ce pt i o ni s t . Eac hout l ethasi t sownt er mi nal t hatdi s pl a yst hemenu.Thi si sa t ouc hs c r eenast her ei snok e yboar dl i k eanor mal c omput er .Pr i nt er s ar eani nt egr al par toft hes y st em andt he yar epr es enti neac hoft he f oodout l et s ,aswel l asi nt hek i t c hen. Chec k smus tbemadebef or es hi f t st oens ur et hesc r eensar e‘ up’ ,andt hepr i nt er sha v e t on eran dp ape r . Asanor deri st ak enbywai t i ngs t aff ,t heor deri sent er edi nt ot hes y s t em,v i at het ouc h s cr eent er mi nal .A‘ t abl et r ac ki ng’ f ac i l i t yi sac t i v at eds ot hatdi s hescanbeaddedt ot he i ni t i al or der ,andat r ac kc anbek eptoft heor derf ort henomi nat edt abl enumber .
Thes y st em al s ohasaf ac i l i t yf oreac ht abl et ohav es eatnumber sas si gnedt ot hei r par t i c ul aror der . Theor deri st hens entt ot her equi r eds er v i c epoi nt ,whi c hwi l l nor mal l ybet hek i t c henand mayi nc l udet hebar .Theor deri spr i nt edouti nt hes er v i c ear ea,det ai l i ngnotonl yt he i t emsr equi r ed,butal s ot het abl enumber ,t i meandt henameand/ ornumberoft hewai t er . Or d er sma ybech an ge da sgue s t sc han get he i rmi n ds ,o raso t h erc i r c ums t a nc esd i c t at e . Foodandbev e r ageor der sc anbeent er edatt heonet i me,orus i ngt het abl et r ac k i ng f ac i l i t y ,s epar at el ybydi ffer entwai t er s . I t emst hatha v ebeeni nc or r ec t l yent er edcanbedel e t edandi t emsc anbev oi ded.Bo t h f o oda ndb ev e r a gec anb ea dd edt ot h ea c c ou ntd ur i n gt h eme al . Ent er i ngadi s horabev er ageaut omat i c al l yt r i gger st hedes i gnat eds el l i ngpr i c e. Whent hegues tr eques t st hei rac count ,t hes ys t em enabl espr i nt i ngoft hei rbi l l .Var i ous a dj u s t me nt sc a nb ema det ot h ea c c ou nte na bl i n gd i s c o un t sa ndv ou c he r st ob eu s ed . Th es y s t e ma l l o wsp ay men tb yc as h,c heq ue,an dc r e di tc ar dorv i aac c ount .Pa y me nt ma yal s obemadebyan ycombi nat i on,s uc hashal fi ncas h,hal fb ycr edi tc ar d. Att heendoft hes hi f t ,as ummar ycanbepr i nt eddet ai l i ngv ar i ousas pec t soft het ak i ngs f ort hatper i od.Abr eak downofc as hs al es ,c r edi tc ar ds al es ,v ouc hers al es ,c heque s al es ,c as hout ,di s c ount sandgr at ui t i es .Sal esbyt abl eands t affmemberar eal s o av ai l abl e. Th es y s t e ma l s oe nab l e st h eh and l i n go fadv a nc eddep os i t s . Nor mal r ec onc i l i at i on,c as hhandl i ngands ec ur i t ypr oc edur esappl ydur i ngt hes hi f t ,and att heendoft r ade. .and*held electronic order pads
Th es e,ast h en ames ug ges t s ,ar es ma l l h and h el dor d er i ng dev i c es( PDAs )t hatwai t er st ak et ot abl esi ns t eadofus i ng handwr i t t enor derpads . Apoi nt eri sus edt onav i gat et hes cr eenand‘ k eyi n’ t he or derwhi c hi st henc ommuni c at edt oapr i nt er : •
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I nt hek i t c hent ol ett hek i t c hens t affk nowwhati s r equi r ed T oapoi nt of s al et er mi nal t ogener at et heac countf or t h ec us t o me r .
Opi ni onappear sdi v i dedast ot her el at i v ebenefi t sanddi s adv ant agesoft hi ssy s t em wi t h man yus er spoi nt i ngt ot heneedf ors uffic i entt r ai ni ngi nt hei rus ebef or et he yc anbe c ompet ent l yandpr of es s i onal l ywhent ak i nganor der .
Thes ede vi c esi nt egr at ewi t hot heres t abl i s hments y s t emss uc hast hePOSr egi s t erand k i t c henandbarp r i nt er sandma y : •
Redu cet h ee r r or st h ato cc urwhe no r d er sar et ak e n
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I mpr o v ec us t omers er v i c el e v el s
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I n cr e as es er v i c es pe ed .
69> onve) or*ers promptl) to t"e -itc"en an*/o !ar Asdi s cus sedi nt hepr ev i oussec t i on,manyor der swi l l godi r ec t l yt ot hek i t c henorbar t hr ought heus eofasof t war esy s t em.Regar dl es sofwhe t heranel ec t r oni cormanual or der i ngs y s t em i sus edt ot ak eanor der ,t her ear eman yt i meswhenwai t ers t affwi l l need t os peakdi r ec t l yt ot heper s onpr epar i ngi t ems ,nor mal l yt hec heforbar t ender ,t oex pl ai n s pec i al r eques t sandt oc l ar i f yt heor der .
0ela)ing information manuall) I nt heev entt hatamanual s y st em i sus ed,i ti si mper at i v et hator der sar e: •
Gi v endi r ec t l yt ot heper s onr es pons i bl ef ori t spr epar at i on
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Ens ur et he yr ec ei v et heor der
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En su r et he yun der s t a ndt h eo r d er
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Ex pl ai nan ys pec i al r eques t sr el at i ngt oanor der–s eebel ow.
0ela) information a!out an) special reuests or *ietar) or cultural reuirements Wher ec us t omer smak es pec i al r eques t si nr el at i ont ot hedi ni ng r e qu i r e me nt s ,whe t he rt he sear eba se do np er s on al p r e f er en ce , di et ar yneedsorc ul t ur al r equi r ement s ,i ti si mpor t antt hatt hes e s pec i al r eques t sar ecommuni c at edcl ear l yt ot her el ev antper s on. Ther el evantper sonmaybe: •
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Th eh ea dwa i t e r–t ode t e r mi n ewh et he ro rno tt h es pe ci al r equest scanbeacc ommodat ed Theheadc hef–t oi nf or mt hem oft hespec i fi csr el at i ngt ot he f oodor dert hati sbei ngpl ac ed Thebarmanageroranomi nat edbarat t endant–t oc l ar i f yt heor der .
"ela%ing information
Whendel i v er i ngt heor dert ot hek i t c henorbar ,de t ai l saboutan ys pec i al or der smus tbe pa ss edo nt ot h ea pp r o pr i a t ep er s onqu i c k l yan du na mb i g uo us l y .
Youneedt obeari nmi ndt hatt heper s ony ouwi l l bespeak i ngt owi l l ha v emor es t a fft han y out odeal wi t h,y ouar el i k el yt obej us toneofmany .Fort hi sr eas ony ouha vet ot ak et he t i meandmak et heeff or tt oge ty ourmes s ageac r os sc or r ec t l y , fi r s tt i me,e v er yt i me . T oa c hi e v et h i sy o un ee dt oma k es u r ey ou : •
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Hav egott hei rf ul l at t ent i onwhenr el ay i ngt heor der .Thek i t c henma yr equi r ey out o s ay‘ Or der i ngc hef ’ or‘ Or deri n’ whenpl ac i ngt heor der Poi ntoutt hes pec i al r eques tont heac t ual doc ketphy si c al l yl oc at i ngt hewr i t t en i nf or mat i ont haty ouhav eputont hedoc ket .I ti sst andar dpr ac t i c ei nes t abl i s hment s us i ngamanual or der i ngs y st em f ors pec i al r eques t st obec i r c l edont hedoc k ett o hi ghl i ghtt hem Ver bal l ydes c r i bewhati sneeded–c l ear l yandac c ur at el y . Ar es pons es houl dbe hear df r om t hec hefaf t ery ouha vepl ac edt heor der .I fnor es pons ei shear d,r epeat t heor der .
I fpos si bl egett hem t or epeati tbac kt oy out ov er i f yt he yha veunder s t oodwhati s r equi r ed! Whi l ey ouneedt oens ur et haty ours pec i al or deri sunder s t ood,y oumus tbes ens i t i v et o t heo t hert hi ngst hatar egoi ngon.I tma ypa yy out ohol dofff or30s ec ondsorami nut e whi l et hek i t c henper s onc l ear ss omemeal st hatar er eady ,hel pswi t hpl at i ngal ar ge or d er ,o rr emed i e sani mme di a t ep r o bl em.Re membe rt h att ea m wor k ,n oti n di v i dua lp l a y s , ar et hek eyt oo ver al l s er v i c es uc c es s . Th es ameap pl i e sa tt h eb ar .T ak eamo men tt ose ei ft h ep er s ony o uwan tt os pe akt oi s r eal i s t i c al l yabl et ol i s t ent owhaty ouhav et os ay .I ft heycan’ t ,t henwai tf orami nut e. What information ma% need to be rela%ed
I nf or mat i ont ha tma yneedt ober el a y edi n v ol v e s: •
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Ti mi ngi s s ues–i nf or mi ngt hek i t c hen/ baroft hos ewhoar ei nahur r y , ort hos ewho wantt os t r et c ht hei rmeal outov ers ev er al hour s Coor di nat i onofs er v i c e–t el l i ngt hebaraboutt hef oodt hatat abl ehasor der eds o t h atwi ne ss el e ct e dt oac c ompa nyc e r t a i ndi s hesc a nbepr e sen t ed ,o pen edan d s er v edbef or et hef oodhasbeens er v ed.I ti sv er yanno yi nganddi s appoi nt i ngf ora g ues tt oc ho os eas pe ci a lwi n et oac c omp an yt h ei rfi s hma i nc ou r s eo nl yt ofi ndt h at wi nei ss er v edwhent he yar ehal f wa yt hr ought hatdi s h Cul t ur al i s sues–not i f y i ngt hek i t c hen/ barofc ul t ur al f o oda nddr i n kne ed s .So me t i me spa t r o nse x pe c ty o u t ok no w whatt hes eneedsar e,buti no t heri ns t anc es i ndi v i dual swi l l adv i s ey ouofwhatt he ywant Di et ar yr equi r ement s
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Spec i al r eques t s–i nr el at i ont os er v i ngs i z e,ex t r as er v esordel et i ons ,oras pec i al wa yofc ook i ngt hati snotl i s t edont hemenu
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Howst eaksar et obecooked
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Ent r eesr equi r edasmai ncour s es–orv i c ev er s a
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Ex pl anat i onoft abl esandt hei ror der s .Fore xampl e,at abl eofs i xpeopl ewher ef our a r eha v i n ge nt r e es ,a ndt h r eear eha v i ngs ou pa ndt woa r en otha v i n gs ou po re nt r e es , wh ati sr e qu i r e da ndwh en .
%ietar) onsi*erations I ti sex t r emel yi mpor t antt omak es ur et hats pec i al r eques t s t hatr el at et odi et ar yi s suesr e cei v eex t r aat t ent i onandc ar e ast he r ec anb es e v er eme di c al c on se qu enc esi fd i e t a r y needsar enotmet . Th es ec on seq uen ce s,s uc ha st h ep os s i bi l i t yof anaphy l ac t i cs hoc k ,i nc r eas edbl oods ugarl ev el s( and ot herr eac t i onst hatdi ner sma yha vet ov ar i ousf oodsor s ubs t anc es )c anr es ul ti nt hepr oper t ybei ngs ued. Re memb ert h ata l l p r o per t i e sha v eac ommo nl a wd ut yofc ar et o war d st h ei rp at r o nsa nd t hi sobl i gat i ondefi ni t el yex t endst osi t uat i onswher ec us t omer shav eas kedf orac er t ai n meal orf oodandar es er v e ds ome t hi ngt hatdoesno tc ompl ywi t ht hei rs t at edr eques t s andt hi st henr es ul t si ni nj ur yt ot hos eper s ons . Thek ey si nr el at i ont ot hi ssi t uat i onar e: •
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Al wa y sc he c kwi t hma nag emen to rt h ek i t c he nt ode t e r mi n ewh et h erorno tas pe ci fi c s t a t e dd i e t a r yr e qu es tc a nb ea c c ommo da t e do rn ot Mak edoubl ys ur et hatt hos epr epar i ngt hedi s hk no wt hes pec i fi cdi e t ar yr equi r ement s t h atha v eb eenr e que s t e d Ne v era ss umet h att h ek i t c he nc anac c ommo da t edi e t ar yn ee dso fp at r on sev e ni fy o u h av ea c c ommo da t e ds i mi l a rr e qu es t si nt h ep as t Doubl ec hec kwi t ht hek i t c henwheny oupi c kupadi s hf ors er v i c et ot het abl e.As k t hem i ft he yha v epr epar edt hef oodasr eques t edandobt ai npos i t i v ec onfi r mat i on bef or et ak i ngt hedi s ht ot het abl e En su r eap pr op r i a t eeme r g en cyp r o ce du r e sar ei npl a cet oma na gesi t ua t i o nswh er e c us t o me r sar ea dv e r s el yaff ec t edbyf o od s t uff swh i l eo nt h ep r e mi s es .Th es e pr ocedur esmaybei ncl udedi nt heEmer gencyManagementPl anf ort hepr emi ses.
T%pes of special dietar% needs •
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Ve ge t ar i anr e qu es t s .Thi si spr o babl yt h emos tc ommo n di et ar y r el at edr eques t Lac t oov av eget ar i ans / Ov al ac t ov ege t ar i ans .Thes ear et he maj or i t yof‘ v eget ar i ans ’ .The yeatdai r ypr oduc t sandeggsbut no tmeatofan yk i nd i nc l udi ngr edandwhi t emeat ,poul t r yor fi s h Lac t ov eget ar i ans .The ydon ’ teatmeat ,poul t r yorfi s h.The y don’ teateggsbutt he yeatdai r ypr oduc t s Pes c at ar i ans .Thes ear epeopl ewhodon’ teatmeat ,poul t r yor a ni ma lfl e s hb utd oe atfi s h Vegan.Thi sdefi ni t i oni sopent ov ar i ousi nt er pr et at i onss oi ti sbes tt oc hec kex ac t l y wh att h ed i n erme an swh ent h eys a yt h eyar ea‘ v e ga n’ .Ge ne r a l l yav e ga nc a nb e s ee na san y on ewh od oes n ’ te atme at ,p ou l t r y , fi s h,eg gsord ai r ypr o du ct san d d oe sn ’ tea tf o odsde r i v e df r om a ni ma l ss uc ha sge l a t i n e.Th ep er s onma yal s o s t i pul at et hatt he yar es er v edonl yr aw/ unpr oc es s edf oods ,orf oodst hatha veno t r ea ch edat e mp er at u r eofa bo v e4 6º C( b ec aus et he ybe l i e v ef oo dsab ov et hi s t emp er a t ur eha v eh adso meoft he i rdi e t a r yg oo dn es sr emo v edorb eh ar mf u lt ot h e humanbod y )
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Reques t sf orl o ws al tmeal s
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Reques t sf orl o ws ugarornos ugarmeal sf ordi abe t i c s
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Reques t sf orl ac t os er educ edmi l kf ort hos ewhoar el ac t os ei nt ol er ant
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Reques t sf orgl ut enf r eef oodf r om pat r onswhoha v ec el i acdi s eas e
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Reques t sf oramac r obi ot i cdi e t .Fort hos ewhoar ees pec i al l yheal t hf oc us sedt he ywi l l r eq ues tu np r o ce ss edv eg anf oo ds ,n ooi l a ndnos ug ar .
Reg ar dl es soft her eques t ,t heac c ur ac yofr ec or di nganddel i v er i ngc us t omermeal r eques t si sak e yel ementofas uc c es s f ul di ni nge xper i enc ef ort hec us t omer .
69 (ive customers a*vice on pro*uct selections; if reuire* Oneoft hek eyar easofc us t omers er v i c ewhi c hawai t erc anpr o v i decus t omer swi t hi s ad vi c eo rr ec o mme nda t i on st oh el pe ns ur et h ec us t o me ri sab l et oo r d eraf o odo r be ver agei t em t os ui tt hei rneeds . Whi l s ti nf or mat i oni sof t enpr o vi dedt oc us t omer sbef or et he ydec i deonameal ,i t s i mpor t anc ewar r ant sas ec t i onwhi c hf oc us essol el yont hi si mpor t antpr ac t i c e.
Anser customer uestions on menu items Amaj orpar toft hes er v i c es t aff’ sr ol ei st or es pondt ogues tques t i onsr egar di ngmenu i t ems .Doi ngt hi spr o vi desnotonl yanoppor t uni t yt obeofs er v i c ebutal s ot opr omot e i t emsi nl i newi t ht hek i t c hen’ sadv i c e. Ahi ghl e v el ofpr oduc tk no wl edgei sneededt oans wergues tques t i ons ,andi nt he maj or i t yofc as es ,y ouwi l l needt oas kques t i onsy our s el ft omak es ur ey ouha v et he nec es s ar yi nf or mat i ont opas sont ocus t omer sorgues t s . Al l i nf or mat i onpr ov i dedt ogues t si nr es pons et ot hei rques t i onsmus tbet r ut hf ul and conveyedi nacour t eousmanner . Commoncust omerenqui r i esi ncl ude: •
Di s hi ngr edi ent s
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Cook i ng/pr epar at i ont i me
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MSG andflav our i ngs
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Ser v i ngsi z es
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Fr es hnes sofi ngr edi ent s( s eaf ood)
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Cook i ngs t y l es
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Meatormeatst ocks
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Menuandcooker yt er mi nol ogy
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Si dedi s he s
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Cal or i e/ f atc ont ent .
Thi si nf or mat i oni sv i t al i nenabl i ngy out oeff ec t i v el ypr omot edi s hesandr es pondt o qu es t i on sf r o mc us t o me r s . Ho we v er ,r eg ar d l es so fh owmu chwor ka ndr e se ar c hy oudo ,t h er ewi l l al wa y sbe o c c as i o nswh eny o ua r ea s k edaq ue s t i o ny o uc a n’ ta ns we r .Wh ent h i sha pp en s ,d on ’ tg et ups et ,anno y edorembar r as s ed.T r eati tasal ear ni ngex per i enc eand: •
Ap ol o gi s et ot heg ue s t
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T el l t hem y oudon ’ tk nowt heans wert ot hei rques t i on
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T el l t hem y ouwi l l goandfi ndout ,as kt hek i t c hene t c .
Gobackt ot heguestandpassonwhatyouhavef oundout .As wel l asgi v i ngi nf or mat i ont ot hek i t c henandbar ,y ouwi l l be r equi r edoc c as i onal l yt opas soni nf or mat i onf r om t hek i t c hen andbart opat r ons . Thi si nf or ma t i onc anbe: •
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Fi ndi ngoutf r om t heki t c henans wer st oques t i onsas k edby gues t s–s uc hast hei ngr edi ent si nac er t ai ndi s h Cl ar i f y i ngcook i ngmet hods ,t emper at ur es ,s i dedi s hesor s au ce st ha twer eno tr ec o r de do na no r d er Pas s i ngont ogues t st hebadne wst hatt hei rmai nswi l l bedel a y ed Let t i ngt hegues t sknowt hatunf or t unat el yal l ofac er t ai ni t em hasbeens ol dout ,and t hatt he yneedt oor ders ome t hi ngdi ff er ent .
Ma-e recommen*ations an* optimise sales Asaf oodandbev er ageat t endanti ti sy ourr ol et omak et heeat i nge xper i enc eas enj o yabl easpos si bl e.Qui t eof t enc us t omer sex per i enc ei ndec i s i onandan yhel pf ul s u gg es t i o nsorr e c omme nd at i o nsf r o my o uc o ul db eb en efi c i a l . Cust omer sdonothavet hesamei ndept hmenu k nowl edgeasy oudos ot r yt oputy our s el fi nt he cust omer ’ sshoesandmaker ecommendat i onsbasedon whaty out hi nkt he ywoul dl i k e. Don’ tbes hyaboutas k i ngpr obi ngques t i onst ohel pwi t h yourr ecommendat i on. Sale of additional items
I ti sy ourr ol et oi nc r eas er ev enuef ort heout l e tandt heor gani z at i onasawhol e.When c us t omer sar eor der i ngf ood,don ’ tbes hyabouts ugges t i nganaddi t i onal i t em t hatwoul d compl ementt hemeal .Someexampl esi ncl ude: •
Si des al ads ,v eget abl esorFr enc hf r i es
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St ar c hf oodsl i k ewedges ,f r i es ,r i c eorot herpot at of or mat s
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Bever agest ocompl i mentmeal s
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Addi t i onal s auc esorc ondi ment s
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De ss er t s
/psi0ing1upgrading meals
Ma nyf oo dc omp ani esno ws el l d i ff er e nts i z esoft h e s amei t em t ooff eragr eat erc hoi c e.Wi t ht he i nc ent i v eofal ar germealf oras mal l i nc r eas ei n pr i c e,manyc us t omer sl i k et hi sopt i on.
)ackage meal deals
Man ypopul arf as tf oodcompani esempl o yt hi sc onc eptwher ef orase tpr i c ey ouge tt hr ee ormo r ef oodan db ev e r ag ei t ems .No ton l ydo est h i smak eor d er i n ga ndpr ep ar i n gf oo d eas i er ,i tal s oguar ant eesami ni mum oft hr eei t emsbei ngs ol d. Suggestive selling
I naddi t i oni fc us t omer sar es ur eaboutac er t ai nmeal ( e. g.c hi c ken)butar en’ ts ur eofa s pec i fi cdi s h,whi l s ty ouma ynotdi r ec t l ysugges tt hehi ghes tpr i c edi s h,man yat t endant s k nowofi t emst hatha v eahi gherpr ofi tmar gi n,whi c ht he yma ybet r ai nedt os ugges t i v e s el l .
T as kShe et4 . 2 2
I ti sar equi r ementoft hi sUni tt haty ouc ompl et eWor kPr oj ec t sasadv i s edbyy ourT r ai ner . Youmus ts ubmi tdoc ument a t i on,s ui t abl ee vi denc eoro t herr el e v antpr oofofc ompl e t i on oft hepr oj ec tt oy ourT r ai nerbyt heagr eeddat e. 2. 1 T of u l fi lt her eq ui r e me nt soft h i sWor kPr o j ec ty o ua r ea sk e dt or e sea r c hh owt o pr o vi deahel pf ul andat t ent i v eappr oac ht oc us t omer si nc l udi ng: •
Me t hodst ogr ee tc us t omer sonar r i v al
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Ra ng eo fpr eme al s er v i c est h atc anbeoff er ed
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St epsas s oc i at edwi t hes c or t i ngands eat i ngc us t omer s
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Pr ov i dei nf or mat i ont ocus t omer s ,gi v i ngcl eare xpl anat i onsanddes cr i pt i ons .
2. 2 .Res ear c hho wt ot ak eandr ec or dor der sac c ur at el yandl egi bl yi nc l udi ng: •
•
Pr o c ed ur e swh ent a k i n go r d er s I nf or mat i onandac t i v i t i esas soc i at edwi t hoper at i ngt heor der i ngs ys t em ac c or di ngt oent er pr i s epr oc edur es .
2. 3 .Res ea r c hho wt oc on v eyor de r spr omp t l yt ot h ek i t c he na nd / orba ri nc l ud i ng : •
Rel ay i ngi nf or mat i onmanual l y
•
Rel ayi nf or mat i onaboutanyspec i al r eques t s ,di et ar yorc ul t ur al r equi r ement s
•
Commo nt y pe so fdi e t ar yc on si de r a t i o nsan dho wt oc at ert ot he se .
2. 4 .Res ea r c hho wt ogi v ec us t o me r sad vi c eonpr o duc ts el ec t i o nsi nc l u di n g: •
Answer i ngcommoncust omerquest i onsonmenui t ems
•
Howt omaker ecommendat i onsandopt i mi si ngsal es.
Per f or manceCheckl i st sf or T as kShe et4 . 2 2
.rovi*e a "elpful an* attentive approac" to customers? •
Gr ee tc us t omer sonar r i v al
•
Off er i n gpr eme al s er v i c es
•
Es c or t i ngan ds ea t i n gc u s t o mer s
•
Pr ov i dei nf or mat i ont oc us t omer s ,gi v i ngc l eare xpl anat i onsanddes c r i pt i ons .
Ta-e an* recor* or*ers accuratel) an* legi!l)? •
T ak i ngor der s
•
Oper at et heor der i ngsy s t em ac c or di n gt oent er pr i s epr oc edur es .
onve) or*ers promptl) to t"e -itc"en an*/or !ar? •
Rel a yi ngi nf or mat i onmanual l y
•
Rel a yi nf or mat i onaboutan ys pec i al r eques t sordi et ar yorc ul t ur al r equi r ement s
•
Di et ar yCons i der at i ons .
(ive customers a*vice on pro*uct selections; if reuire*? •
Answercust omerquest i onsonmenui t ems
Maker ecommendat i onsandopt i mi sesal es.
L#r!! Ou")o'# ; 3
P#r$or' B!7u#" or C"#r! Foo S#r)#
C/&T'&T0 1 . Di ff er e ntFo ods er v i c es t y l e s 2 . Ge ner a ls er v i c epr i n ci p l e s 3. Sequenceofser vi ce 4. Handl i ngguest swi t hspeci alneeds 5. Wi neknowl edgeandser vi ce 6. Banquetser vi ce et ypr i nc i pl es 7.Foodsaf
A(('((M'&T C$%T'$%A0 1. Ser vi cewar ear epr epar edandcheckedf orcompl et enessaheadoft i me. 2 .T a bl e sa ndc h ai r sar es e tu pi na c c or d an c ewi t ht h ee v e ntr e qu i r e me nt s . 3. Foodi sser vedaccor di ngt ogener alser vi cepr i nci pl es. 4. Foodi shandl edbasedonf oodsaf et ypr ocedur es. 5 . Co or d i n at e ds e r v i c eofme al c o ur s e si se ns u r e d. 6 . As s i g ne da r e asar ek e p tc l e ani na c c or d an c ewi t he nt e r p r i s ep r o c ed ur e s . 7 .T abl e sa r ec l e ar e dan ds o i l e dd i s hespr e pa r edt ob eb r o ug htf ord i s hwas hi n ga f t e rt h e ev entorf unc t i on, 8. Numberofguest sbei ngser vedi snot edandmoni t or ed.
C/&D%T%/&(0 (tudent1 trainee must e rovided with the following0 •
Never reach in front of the guest when serving another.
•
Do not place dirty, chipped, cracked tableware before the guest.
•
Handle atware/cutleries and glassware properly
•
Glasses should never be lled too full.
•
Glasses are handled by the base or the ste.
•
!rub table when necessary.
M'TH/D/5/3)
A(('((M'&T M'TH/D0 Mod
•
ular 6self+aced7 •
%nter
•
view 6oral1 #uestionnaire7 'lec
•
/s
tronic learning •
ervation %ndu
•
8ilm
•
stry %mmersion •
viewing
De monstration of -ractical ("ills Writt en e9amination
De
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monstration Disc
•
ussion
L#r!! E:(#r#!)# < A)""#
Learning Outcome # > P#r$or' !7u#" or )"#r! $oo #r)# Learning Activities
Special Instructions
This 5earning /utcome deals with the develoment of the %nstitutional Cometency 'valuation Tool which trainers use in evaluating their trainees after finishing a cometency of the #ualification. 3o through the learning activities outlined for you on the left column to gain the necessary information or "nowledge efore doing the tas"s to ractice on erforming the re#uirements of the evaluation tool. The outut of this 5/ is a comlete %nstitutional Cometency 'valuation -ac"age for one Cometency of Food and Beve$a%e Se$v*.e/ NCII. )our outut shall serve as one of your ortfolio for your %nstitutional Cometency 'valuation for P$ov*de "ood and #eve$a%e /e$v*.e/ !o %e/!/1 8eel free to show your oututs to your trainer as you accomlish them for guidance and evaluation. This 5earning /utcome deals with the develoment of the %nstitutional Cometency 'valuation Tool which trainers use in evaluating their trainees after finishing a cometency of the #ualification. 3o through the learning activities outlined for you on the left column to gain the necessary information or "nowledge efore doing the tas"s to ractice on erforming the re#uirements of the evaluation tool. After doing all the activities for this 5/20 P#r$or' !7u#" or )"#r! $oo #r)# ; you are ready to roceed to the ne9t 5/>0 S#r# B##r# or#r1
I nf or mat i onShee t4. 3 1
Pr epar eandpackt akeawayf oodandbever ages
19 .resent an* pac- foo* an* !everage items in accor*ance it" enterprise proce*ures an* relevant "ealt" regulations ‘ T ak ea wa y ’s er v i c ei ns i mpl et er msi sf oodandbe v er aget hathas beenpr epar edf orc us t omer st hatwi l l bet r ans por t edt oanout s i de l oc at i onf orc ons umpt i on. Wi t ht hi si nmi nd,i ti sdi ffer entt oeat i nc us t omer s ,asi tpos es s omene wc h al l en ge st h atmu s tb es uc c es s f u l l yne go t i a t edb y out l ets t affi nc l udi ng: •
•
•
•
Foodandbev er agei spr epar edi ni t sdes i r eds t at e Foo da ndbe v er ag ec anbet r a ns p or t e dt oa no t he rl o ca t i o n eas i l y Foodandbev er agec anmai nt ai ni t squal i t ydur i ngt r ans por t at i on,wi t hi nas ui t abl et i me f r a me Cus t omer sha v eal l t henec es s ar yi t emsr equi r edt oenj o yt hemeal .
Anot herc hal l engei npr epar i ngandpr ovi di ngf or‘ t ak eaway ’s er v i c ei st hatt hi sst y l eofs er v i c e i n c or p or a t e sh i g hv o l u mes a l e swh i c hmu s tb ep er f o r me di naq ui c kan de ffic i e ntma nn er . Ther ef or epr epar at i onmus tbec ar ef ul l yex pl or ed,wi t hal l f oodandbev er ageandt hei r ac c ompan yi ngi t emsnec es s ar yf orc ons ump t i on,i nar eadys t at eandeas i l yac c es s i bl ef or di s t r i but i on.
Maintain foo* safet) an* ualit) of pre:prepare* foo*s 2onitor temperatures of food in hot food displa%s
Ho tf oodi sak e yel ementofan yt ak ea wa ys er v i c e.I nmos tt ak ea wa yout l e t s ,ho tf oodi spr epr epar edandpl ac edi nf ooddi s pl a y sori sc ook e dt oor derf r om s c r at c hf r om apar c ook ed s t at e,us ual l yr equi r i ngmi ni mal c ook i ng. ac ar t e I ti sdi ffer entf r om al s er v i c e,wher ef oodi st ak e nt ot hecus t omeri mmedi at el yupon c ook i ng.I n‘ t ak ea wa y’ s er v i c et her ei sat i mel agbe t weenwhent hef oodorbe v er agei s pr e par e da ndwh eni ti spr es e nt e d,an du l t i ma t el yc on su me db yt hec us t o me r .
I ff oodorbev er agei spr epr epar edandpl ac edi nadi s pl a yar ea,bes i desmai nt ai ni ng c ons i s t enc yandqual i t y ,mai nt ai ni ngt emper at ur ei ses sent i al .
Ho tf oo da ndb ev e r a gei d eal l ys ho ul db er e t ai ne do ut s i d et heT empe r a t u r eDa ng erZo ne .Th i s me an st h atf o oda ndbe v e r a gemu s tb ek e pta ta bo ut6 0d eg r e esc e l c i u s . Th i sc anbeac hi e v edt h r o ug ht h eu seof : •
Hotboxes
•
Ba i nma r i e s
•
Pot sandpans
•
Heatl amps
•
Ho tpl at es
•
St eamer s
•
Hea t eddi s pl a yo v en s.
I naddi t i ont hef oodorbe v er agec ont ai nerc anbeus edt o mai nt ai nheat .Thi scoul di nc l udet heus eofbo x es ,c onc eal ed c upsandc ont ai ner s ,f oi l orpl as t i cwr aps ,orbags . I ti si mpor t antt oens ur et hatnotonl yt heout s i deoft hef oodor be v er agei t em i sho t ,butt hatt het emper at ur ehasbeen r e t ai nedt hr oughoutt hei t em.Thi scanbeac hi e v edt hr ough t h eu s eo ft e mp er a t u r er e ad i n gg au ge san dt h er mo me t e r s . 2onitor temperatures of food in cold food displa%s
Li k eho tf oodandbe v er age,onek e yr equi r ementofs t or i ngc ol df oodandbe v er agei t emsi st o ens ur et hatc ol df oodi deal l yshoul dber et ai nedout s i det he Temper at ur eDangerZone.Thi smeanst hatf oodand b ev e r a gemu s tb ek e ptb el o w 5d eg r e esc e l s i u s . Th i sc anbeac hi e v edt h r o ug ht h eu seof : •
Fr i dges
•
F r e e z e r s
•
I c eanddr yi c e.
Agai ni ti si mpor t antt oens ur et hear eat hef oodandt hef oodorbev er agei t emsar ek epti n r e ma i n sb el o w 5de gr e es .Ag ai nt h eu s eo ft e mp er a t u r er e ad i n gg au ge sa ndt h er mo me t e r s ar eadv i s abl e. )rotect displa%ed food from airborne and other contamination
Whi l s tpr epar edf oodandbe ver agei sawai t i ngs al ei ndi s pl a yar eas ,t her ei sanev er i nc r eas i ngr i s kofc ont ami nat i onwi t hf oodmai nt ai nedwi t hi nt heT emper at ur eDangerZoneat mos tr i s k.
Th er ea r ema nywa y st or edu cet h er i s kofc ont a mi n at i on i nc l udi ng: •
Keepi ngi t emsi nt hei rc or r ec tt emper at ur es
•
Keepi ngi t emsdi s pl a y edf ormi ni mal t i meper i ods
•
Keepi ngi t emsi nc l os edv es s el s
•
Keepi ngi t emsi nc l os eddi s pl a yar eas
I naddi t i ont heus eofs af eandhy gi eni cpr ac t i c esbys t affwi l l hel pmai nt ai nf oodandbev er age i t emsi nt hei rdes i r eds t at e.
%ispla) items attractivel) Thepr i mar yconc eptof‘ t ak ea wa y’ s er v i c e,andt hatof anyf oodandbev er ageout l et ,i st oat t r ac tc us t omer sand makeasal e.
t o
Ther ef or ei ti si mpor t antt opr es enti t emsi namannert hat wi l l v i s ual l yent i c et hec us t omer ,pr ov i deal l t hedes i r ed i nf or mat i ont omak eani nf or meddec i s i onandt ofi nal l y ens ur eas al e. 3isuall% enticing the customer
Not hi ngent i c est hec us t omermor et hats eei ngt hefi nal pr oduc t .Wher epos s i bl eal l owt he c us t omert os eet heendpr oduc tondi s pl a y . Whent hi si snotpos s i bl e,t heus eo fpos t er s ,pi c t ur es ,des c r i pt i ons an‘ ar t i fi ci al ’ di s pl aycanpr ov i det hepot ent i al c us t omerwi t han ac c ur at edepi c t i onofwhati sonoff er .
or
Th eu seo fd i s pl a y san ds i gn sc ana l s oap pea lt ot h ec u s t omer . Spec i al pr omo t i onsandeas i l ypr i c edi t emsc anhel pcus t omer s dec i det heval ueas pec tofapot ent i al pur c has e. Sme l l san da r o ma sc a na l s oa pp ea lt ot h ec u s t o me r .So meo ut l e t s k eepac ces sopent oal l ows mel l st ot r av el f ur t herdi s t anc es .I n addi t i onmus i candt emper at ur eoft heout l e tc anappeal t ot hec us t omer . )roviding accurate information
I ti si mpor t antt hatc us t omer sar emadeawar eofal l t hei nf or mat i onr el at i ngt oani t em.Thi s c oul di nc l udet hei dent i fi cat i onof : •
Cos t ,pr omo t i onsors al esi nf or mat i on
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Wei ghtors i z e
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I ngr edi ent s
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Pr e par a t i onme t ho d
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Heal t hi nf or mat i oni nc l udi ngc al or i eorc ook er yme t hods
•
Al l er gywar ni ngs
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Spi c ec ont ent .
)lacement of items
Mos tout l et spl ac ehi ghpr ofi tmar gi norhi ghl ypopul ari t ems anar eat hathast hegr eat es tv i s ual i mpac t .Thi shel pst o ent i c ec us t omer st ot heout l etordi s pl ay .
i n
I naddi t i on,pl ac ei t emsi nal ogi cal or dert ohel pf ac i l i t at ea t i mel yt r ans ac t i onande xper i enc e.Pl ac eappr opr i at e c ont ai ner sandac c ompan yi ngi t emsc l os et ot hei t em f ors al e. Thedi s pl a yofi t emss houl dbear r angedt oens ur eas moo t handeffic i entt r a v el pat hf or cust omer s.
@se appropriate foo* rapping an* pac-aging materials Foo dwr a ppi n gsandpac k agi ngma t e r i al sar eu se dt os af e l y mai nt ai nandt r ans por tt ak eawa yf ood,be v er ageandt hei r accompanyi ngi t emsandmayi ncl ude: •
Pl as t i c ,paper ,wax edpaperorf oi l wr appi ngs
•
Pl as t i c ,c ar dboar dorf oam f oodc ont ai ner s
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Foa m,pl a s t i co rwa xpa pe rb ev e r agev es s el s
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Be v er agev es s el l i ds
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Car dboar dc ar r y i ngc ont ai ner s
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Pl as t i cc ut l er y
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Napki ns
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T oot hpi c k s
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Pr epackagedcondi ment s
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Con di men tc on t ai n er s
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St r a ws .
I ti si mpor t antt ok eepf oodandbev er agei t emst hems el v esc l ear pot ent i al hy gi ener i s ksandi ti sal s oi mpor t antt hatf ood wr appi ngs ,c ont ai ner sandpac k agi ngmat e r i al sar ek ep ti na h y gi eni cen vi r onment .
of
Select appropriate #rapping and packaging materials for orders to be processed
Wh enwr ap pi n ga ndpa ck ag i ngf oo da ndb ev e r a gei t e ms ,i ti si mpo r t a ntt ok e epi nmi n dt h at i t emsmus tbes t or edi namannert hatmai nt ai nst hequal i t yandt emper at ur eoft hei t em p ur c h as e db yt h ec u s t o me r . Pl eas er ef ert oout l e tandor g ani z at i ongui del i nesf orus i ngandpac k agi ngf oodandbe v er age i t ems .
Appl) appropriate stoc- rotation practices "en replenis"ing *ispla)s Whenr epl eni s hi ngi t emsi ti si mpor t antt oens ur et hatt hei t emst hatha v ebeenondi s pl a yand pr epar edear l i erar ek epti nanar eaf orfi r s ts al e. Ther ef or er ot at i ngs t oc ki ses sent i al t omai nt ai nc ons i s t enc yandf r es hnes sofal l i t emson di s pl ay . Someor gani z at i onswi l l hav eani dent i fi cat i onmar k erors i gnt ohel pi dent i f yt het i mei t ems havebeenpr epar ed.
69 Appl) safe foo* "an*ling practices in accor*ance it" enterprise proce*ures an* relevant "ealt" regulations Mos t‘ t ak eaway ’out l et sar es el fs er v i c ei ns t y l e,wi t ht heex t entv ar y i ngf ordi ffer entout l et s . I ngener al ,f oodi t emsar epr epar edi nadv anc ebyt hek i t c henors er v i c es t affanddi s pl a yedi n ap pr op r i a t ed i s pl a yu ni t swhe r ec us t o me r sc ans el ec tf r o m,wi t hpa y me ntt obema deon cet h e c us t omerhassel ec t edal l t hei ri t ems . Thi sser v i c es t y l ei sf a vor edb yman yt ak eawa yoper at i onsasi tr equi r esl es ss t afft ooper at e, c us t o me r sha v eg r ea t erc hoi c ea ndt h ee at i n ge x pe r i e nc ei sk ep tt oami n i mu m. Thet y peoff oodpr o vi dedi snor mal l ycheaperi nc os t ,bul kpr epar edandt he yar ehi ghpr ofi t ma r gi ni t e ms . Theat t ent i ont odet ai l i nmanagi ngas el fs er v i c eout l etmaydi fferi ni t spr epar at i onand ac ar t e at t ent i onf r om at r adi t i onalal r es t aur ant ,howev ert hepr i nc i pl esofpr ov i di ngan enj o yabl eeat i nge xper i enc ec ompr i s i ngval ueandqual i t yoff er i ngsdel i v er edi nacl eanand h y gi eni cen vi r onmentb yf r i endl yandpr of es s i onal s t affr emai nst hes ame. Thef ol l owi ngar es t epsanat t endantmus tf ol l owwhenmai nt ai ni ngac l eanandh y gi eni c en vi r onmenti nt hi shi ghv ol umet r afficar ea:
4erif) sneee guar*s are in place an* clean Bef or eanyf oodi spl ac edi nadi s pl ayar ea,whet heri ti saf r i dge,t abl e,buffetorhotf ood di s pl ayi ti svi t al t hes ur f ac esi nt hear eaar ec l ean.
Assel f s er v i c ei mpl i est hatc us t omer shel pt hems el v est o i t ems ,t her ei smi ni mal s epar at i onbe t weencus t omerand f oodandt heh ygi eni cr i s k st he ybr i ngwi t ht hem. Sn ee z eg ua r d sar ede s i g ne dt os t o pg er ms ,d us ta ndot h er h ygi eni cr i s k sf r om f al l i ngont hef ood.Howev ert he ymus t al s ob ec l e ant oe na bl ec us t o me r st os eet h ef o od .
.lace service utensils on foo* *ispla) Ser v i c eut ens i l smus tbepl ac edwi t has ui t abl e under pl at et opr ev ents pi l l sanddr i psdi r ec t l yont of ood di s pl a yar eas .Separ at eut ens i l smus tbes el ec t edf or eac hi ndi v i dual f oodi t em t opr ev entc r os sc ont ami nat i on andmus tbes ui t abl ef ort hedi s handho wi ti sdi s pl a yed. Car ef ul c ons i der at i onmus tbemadet ot hec omposi t i on s er v i c eut ens i l s .Whi l s tmet al l i cut ens i l sar emor e aes t he t i c al l yappeal i ng,t he yc anbedanger ouswhenus ednearel ec t r i c al poi nt sand equi pments uc hast oas t er s ,es pec i al l ywhenhandl edb yc hi l dr en.
of
.osition safe foo* "an*ling posters an* signs in pu!lic vie T ohel ppr ev ents af et yandhy gi eni cr i s ksi ti swi s ef oror gani z at i onsands t afft ohav es i gns appr opr i at el ypl ac edt ohel pr emi ndc us t omer sands t affoft hei mpor t anc eo fmai nt ai ni ngs af e hy gi eni cpr ac t i c es .
.rotect foo* from contamination Asf oodi sdi s pl ay edi naf oodandbev er ageout l et ,i ti snotonl ya r equi r ementt hatf oodappear sf r es handappeal i ngbutt hati t ac t ual l yi sf r es handf r eef r om c ont ami nat i on. T oh el pk e epf o odf r e ef r o mc ont a mi n at i o nt h er ear es ome s i mpl es t epst of ol l ow: •
•
Keepf oodi ni t sc or r ec tt emper at ur ez one I ff oodi st obek epti nt he‘ FoodTemper at ur eDangerZone ’ whi c hi sbe t we en56 0d eg r e esc el s i us ,i tmu s tbec o v er edor r epl ac edonar egul arbas i s .
I ti sadv i s abl et opr epar es mal l eramount soff oodt hatc anber epl eni s hedonaf r equentbas i s .
Monitor t"e activities of customers at t"e *ispla) Si nc eh ygi eneands af e t yar enott hepr i mar yc onc er nofc us t omer s ,t he ywi l l par t ak ei n ac t i v i t i est hatma yaffec tt hequal i t yands af et yoft hef oodandt hems el v es . Byk eepi ngac l os eey eont hedi s pl ayar eaort ak i ngr es pons i bi l i t yf ori s sui ngc er t ai nf ood i t emswec aneas i l yi dent i f yandr ec t i f ypot ent i al pr obl emsi nat i mel ymanner .
Asas t a ffme mb er ,a nyt i met h aty o upa ssaf o odd i s pl a yo rb u ffe ta r eah av eade t a i l edl oo kt o s eei fi t emsneedr epl ac i ng,s er v i c ewar eneedsc hangi ngorc l eani ngdut i esneedt obe p er f o r me d. Byk eepi ngac l os eey eofac t i v i t i es ,i tal s opr ev ent spr obl emst hatma yoc curs uc hast hef t .
>9 %ispose of soile* pro*ucts in accor*ance it" enterprise proce*ures an* relevant "ealt" regulations Intro*uction Asi dent i fi edi npr ev i ouss ec t i onst hei mpor t anc eofhy gi eni chandl i ngoff oodandbev er agei s es sent i al t oens ur et hatal l pr oduc t sar emai nt ai nedi nac ondi t i ont hati ssaf ef orhuman consumpt i on. T od at e ,weha v ef o cu sedonho wt ok e epf oo da ndbe v er ag es a f ef o rc on su mp t i on ,b uti ti s i mpor t antt oal s omanagepr ac t i c eswhi c hc anl eadt of oodbec omi ngcont ami nat edors poi l t .
%iscar* contaminate* foo* an*/or service utensils ,iscarding contaminated food
Asagener al r ul e,an yf oodt hati sl ef ti nt heT emper at eDangerZones houl dber epl ac edaf t er 3 0mi n ut e s .Ho we v e rt h i sma yn ee dt obedo nes oo ne rf o ranu mb ero fr e as o ns : •
Foodappear st obes poi l t ,unappeal i ngorhasphy si c al l ydet er i or at edf r om i t sdes i r eds t at e
•
Thi scoul di nc l ude:
Fo odt h atha sd r i edou to rd e v el o pe dac r u s t
Foodt hathassweat edort hawed
Fo odt h atha sc ha ng edc ol o ro fc on si s t en cy
Fo odi t e msh av ebe enc omp r o mi s e dd uet ohy g i e ner i s k s ,b y s t aff ,c us t omer sort heen vi r onment . Thi scoul di nc l ude: – Cust omer shavet ouched,sneezedorcougheddi r ect l y ont of ood – Cust omer shav et ast edf ood – Foodha sdr oppe dont hefl oor – Fo odi t e msh av ebe enmi x e dt o ge t h era tt h eb uff eto rd i s p l a yt a bl e .
,iscarding contaminated service utensils
Hy gi eneands af e t yr i s k sar enotonl ycaus edb yf oodi t s el f ,butc anbet ai nt edbyser v i c e ut ens i l st hatc omei nc ont ac twi t hf ood.I ti si mpor t antt oc hanges er v i c eut ens i l st hat : •
Hav ebeendr oppedont hefloor
•
Ha v eb ee nu s edt os e r v emo r et h an1f o odi t e m
•
Ha vedr i edf oodi t emsoni t ss ur f ac e
•
Have beenusedasat ast i ngspoonbycust omer s
•
Ap pe aru nh y gi en i c
•
Ha v ebe enus e df o rl o ng ert h an30mi n ut e s .
I ngener al ,asas t affmemberi fy ouha v ean yconc er nsaboutt hes af e t yoff oodors er v i c e ut ens i l sbei ngoffer edt ot hec us t omer ,i ti sbet t ert obes af eandr emov ei tf r om adi s pl ayar ea orbuff et .
0eplenis" foo* an* ot"er items on *ispla) as reuire* "eplenish food
Abuff etordi s pl a yi sdes i gnedt ono tonl ypr o vi deanac c ur at eandappeal i ngv i s ual ofmenu i t ems ,i ti sal s oameansofpr o vi di ngf oodt oc us t omer s .
Theai m ofan ybuff etordi s pl a yar eai st opr es entt hef oodi ni t smos tdes i r abl es t at ei nt he r i ghtqual i t y . Asast affmemberyoucangauge,t hr oughconst ant moni t or i ng,i ft hequal i t yst andar dsorquant i t yamount sar e appr opr i at ef ort hes er v i c eper i od. Co mmuni c at i onbet weent hek i t c henandf r ontofhous ear ea v i t al as ,dependi ngont hel ay outofaf oodout l et ,s omek i t c hen s t affar eno tabl et ov i ewt hebuff etorf ooddi s pl a yar eaona c ons t antbas i sandr el yons er v i c es t afff ori nf or mat i on.
i s
I fc er t ai ni t emsar er unni ngl oworneedc hangi ng,not i f yt he ap pr op r i a t ek i t c he ns t affme mb eri na dv a nc es ot ha t c us t omer sar enotk eptwai t i ng. "eplenish other items
Dependi ngont hedes i gnat i onofdut i es ,o t heri t emst hataff ec tabuff etordi s pl a yar eaneedt o ber epl eni s hedonar egul arbas i s .Thi sma yi nc l ude: •
Ser v i c eut ens i l s
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Cr oc k er yi nc l udi ngpl at es ,bowl sands i depl at es
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Cut l er yi nc l udi ngk ni v es ,f or k sands poons
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Gl as s war eorc ont ai ner sf orbe v er ages
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Napki ns
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Ser v i c et r ay s
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Condi ment si nc l udi ngsauc es ,s al tandpepper ,s ugarandmi l k s .
89 ompl) it" correct foo* "an*ling an* foo* safet) proce*ures Ev er yf oodandbev er ageout l e twi l l ha vet hei rownpol i c i esandpr oc edur esi nr el at i ont o ha nd l i ngf oodi nas af ea ndh y gi e ni cman ne r . Man yoft hes epol i c i esandpr oc edur esar ebas edonl oc al l a wsandr egul at i ons . I ti si mpor t a ntt ha ta l lt r a i ne r s ,t r a i ne esa nda nype r s onswor k i ngwi t hf oodunde r s t a nd t hel oc all a wsa ndr e gul a t i onst ha ta ppl yi nt he i rc ount r ya ndr e gi on.
Legalr equi r ement s Regar dl es soft hec ont ent ,al l f oodl egi s l at i on,f oods af et ypl ansorpr ogr amsandf ood s t a nd ar dr e qu i r e me nt smu s tb ea dh er e dt o . Whi l s tt hes ema ydi ff erc ommonl yy ouwi l l ber equi r edt oens ur et hat :
•
Al l per s onal hy gi enepr ac t i c esar ef ol l owedwhenhandl i ngf oodatan yt i me
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Di s pl a yuni t smus tbek eptc l eanandc l eanedaf t ere v er yser v i c es es s i on
•
•
Foodi t emsar eno tt oppedupwhent he yr unl o w.Fore x ampl e,i nabai nma r i ef r es hs t oc k s houl dno tbemi x edwi t he xi s t i ngf oodi nt hedi s pl a y .Wher er epl eni s hmenti sr equi r ed,t he ol dt r a yandan yf oodi ni ts houl dber emo v ed,andane w,c l eant r a ywi t hf r es hf oods houl d beaddedt ot hedi s pl a yuni t Di s pl a yuni t sar eus edonl yt ohol dc ol dorhotf oodatt her equi r edt emper at ur es .Bai nma r i esan dp i ewa r me r s ,f o re x ampl e ,s ho ul db et u r n edonh al fa nh ourb ef o r es er v i c ean d al l owedt i met or eac ht hei rr equi r edt emper at ur es ,andt henpr ec hi l l edorpr eheat edf ood s houl dbepl ac edi nt ot heuni t .Bai nmar i esandpi ewar mer sar eno theat i ngde vi c es ;t he y ar ehol di ngde vi c es
•
Ho tf o ods h ou l db eh el da t6 0º Co ra bo v e
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Ref r i ger at edf oodss houl dbehel dat5º Corbel o w
•
•
•
An yf oodt h ati sno th el dout s i d et h eT emp er at ur eDa ng erZon emus ton l ys pen d4hou r si n t h atZo ne .I tmus tb et hr o wnou twh eni tha sbee ni nt h eT emp er a t u r eDa nge rZo nef or4 h o u r s Separ at eut ens i l s( t ongs ,s pat ul as ,s poons ,f or k set c . )s houl dbeus edt ohandl edi ff er ent f oodsi nt hedi s pl ay An ydoor sont hedi s pl a yuni t smus tbek ep tc l os edt ohel pk eept hec or r ec tt emper at ur e, andt ok eepfl i esando t herai r bor nec ont ami nat i onout .
T as hShe et4 . 3 1 I ti sar equi r ementoft hi sUni tt haty ouc ompl et eWor kPr oj ec t sasadv i s edbyy ourT r ai ner .You mus ts ubmi tdoc ument at i on,s ui t abl ee vi denc eoro t herr el ev antpr oofofc ompl et i onoft he pr oj ec tt oy ourT r ai nerb yt heagr eeddat e. 3. 1 T of u l fi lt her eq ui r e me nt soft h i sWor kPr o j ec ty o ua r ea sk e dt or e sea r c hh owt op r e se nt a ndpa ckf oo da ndbe v er a gei t e msi nac c or d anc ewi t hen t er p r i s epr o ce du r e san d r el ev antheal t hr egul at i onsi nc l udi ng: •
Mai nt ai nf oods af et yandqual i t yofpr epr epar edf oods
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At t r ac t i v el ydi s pl ayi t ems
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Us ea ppr o pr i a t ef o odwr a pp i nga ndp ac k agi ngma t er i a l s
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Appl yappr opr i at es t oc kr ot at i onpr ac t i c eswhenr epl eni s hi ngdi s pl ay s.
af ef oodhandl i ngpr ac t i c es 3. 2.Resear chhow t oappl ys i nac cor danc ewi t hent er pr i s e pr oc edur esandr el ev antheal t hr egul at i onsi nc l udi ng: •
T y p eso fs n ee z eg ua r d st h atc a nb eu s ed
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T ypesofs er v i c eut ens i l sonf ooddi s pl ay
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Howt opos i t i ons af ef oodhandl i ngpos t er sands i gnsi npubl i cvi ew
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Wa y st opr o t ec tf oodf r om c ont ami nat i on
•
Howt omoni t ort heac t i v i t i esofc us t omer satt hedi s pl ay .
3. 3 .Res ea r c hho wt od i s po s eo fs poi l e dp r o du ct si na cc or d anc ewi t hen t e r p r i s ep r o ce dur e s andr el ev antheal t hr egul at i onsi nc l udi ng: •
Di s c ar dc ont ami nat edf oodand/ ors er v i c eut ens i l s
•
Repl eni s hf oodando t heri t emsondi s pl a yasr equi r ed.
3. 4 .Res ea r c hho wt oc omp l ywi t hc or r ec tf oo dh and l i ngan df o ods af e t ypr oc ed ur esi n cl u di ng : •
Under s t andi ngofl oc al l egal r equi r ement s ,l awsandr egul at i ons .
.erformance "ec-list for Tas- S"eet 89>:1 .resent an* pac- foo* an* !everage items in accor*ance it" enterprise proce*ures an* relevant "ealt" regulations? •
Mai nt ai nf oodsaf et yandqual i t yofpr epr epar edf oods
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Di s pl ayi t emsat t r ac t i v el y
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Us eap pr o pr i at ef o odwr a pp i ngan dp ac k agi ngmat er i al s
•
Appl yappr opr i at es t oc kr ot at i onpr ac t i c eswhenr epl eni s hi ngdi s pl a ys .
Appl) safe foo* "an*ling practices in accor*ance it" enterprise proce*ures an* relevant "ealt" regulations? •
Ver i f ys nee zeg ua r dsar ei npl a cea ndc l e an
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Pl ac es er v i c eut ens i l sonf ooddi s pl a y
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Pos i t i ons af ef oodhandl i ngpos t er sands i gnsi npubl i cvi ew
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Pr ot ec tf oodf r om c ont ami nat i on
•
Moni t ort heac t i v i t i esofc us t omer satt hedi s pl ay .
%ispose of spoile* pro*ucts in accor*ance it" enterprise proce*ures an* relevant "ealt" regulations? •
Di s c ar dc ont ami nat edf oodand/ ors er v i c eut ens i l s
•
Repl eni s hf oo dandot heri t emsondi s pl a yasr equi r ed.
ompl) it" correct foo* "an*ling an* foo* safet) proce*ures? Leg al r equi r ement s .
L#r!! Ou")o'# ; 1
S#r# B##r# Or#r
C/&T'&T0 1 . Di ff er e ntFo ods er v i c es t y l e s 2 . Ge ner a ls er v i c epr i n ci p l es 3. Sequenceofser vi ce 4. Handl i ngguest swi t hspeci alneeds 5. Wi neknowl edgeandser vi ce 6. Banquetser vi ce 7 . Fo ods a f e t ypr i n c i p l e s
A(('((M'&T C$%T'$%A0 1.Bever or der sar epi c k edu ppr omp t l yf r om t hebar . age 2 .Be v er ag eo r d er sar ec he ck e df o rpr es en t a t i o na nda pp r o pr i at eg ar n i s h es . 3 .Be v er ag esa r es er v e da ta pp r op r i a t et i mesd ur i n gmea l . 4 .Be v er agesa r es er v edeffic i ent l ya cc or di ngt oes t a bl i s heds t andar dso fs er v i c e. 5 .Be v er ag esar es er v e da tt her i g htt e mpe r at u r e . 6.Forf ul l bot t l ewi neor der s ,wi nei sopenedeffic i ent l ywi t hmi ni mal di s t ur banc et ot heot hergues t s . 7.Wi i scar r i edouti nac c or danc ewi t hes t abl i s hmentpr oc edur es . neser vi ce 8 .Coff eeand/ ort easer v i c ei sc ar r i edouti nac c or danc ewi t hes t abl i s hmentpr oc edur e .
C/&D%T%/&(0 (tudent1 trainee must e rovided with the following0
"everages •
•
)ine service
#lcoholic beverages Non$#lcoholic beverages% e.g. &uices, sodas, co'ee, tea(
M'TH/D/5/3)
*resenting the wine.
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+pening wine
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*ouring wine
A(('((M'&T M'TH/D0 Mod
•
•
ular 6self+aced7
view 6oral1 #uestionnaire7 'lec
•
ervation %ndu
stry %mmersion
/s
•
tronic learning •
%nter
•
•
De monstration of -ractical ("ills
8ilm
•
viewing
Writt
•
en e9amination De
•
monstration Disc
•
ussion
L#r!! E:(#r#!)# < A)""#
Learning Outcome # 8 S#r# B##r# Or#r Learning Activities
Special Instructions
This 5earning /utcome deals with the develoment of the %nstitutional Cometency 'valuation Tool which trainers use in evaluating their trainees after finishing a cometency of the #ualification. 3o through the learning activities outlined for you on the left column to gain the necessary information or "nowledge efore doing the tas"s to ractice on erforming the re#uirements of the evaluation tool. The outut of this 5/ is a comlete %nstitutional Cometency 'valuation -ac"age for one Cometency of Food and Beve$a%e Se$v*.e/ NCII. )our outut shall serve as one of your ortfolio for your %nstitutional Cometency 'valuation for P$ov*de "ood and #eve$a%e /e$v*.e/ !o %e/!/1 8eel free to show your oututs to your trainer as you accomlish them for guidance and evaluation. This 5earning /utcome deals with the develoment of the %nstitutional Cometency 'valuation Tool which trainers use in evaluating their trainees after finishing a cometency of the #ualification. 3o through the learning activities outlined for you on the left column to gain the necessary information or "nowledge efore doing the tas"s to ractice on erforming the re#uirements of the evaluation tool. After doing all the activities for this 5/>0 S#r# B##r# Or#r; you are ready to roceed to the ne9t 5/E0 Pro)# (*'#!" ! r#)#("1
I nf or mat i onShee t4. 4 1 Pr ovi det abl eser vi ce
19 0eceive customer or*ers I ns ec t i on2oft hi smanual ,t hes t epsas s oc i at edwi t hac ommon‘ di nei n’ s er v i c ec y cl ewer e e xpl ai nedupt oandi nc l udi ngt hepoi ntwher et heor derhasbeengi v ent ot her es pec t i v e pe r s onwhowi l l pr ep ar et h ef o odo rbe v er ag ei t ems . Nat ur al l yt hepr oc es s esofpr epar i ngf oodandbev er agei t emsar et oode t ai l edt oi nc l udei n t hi smanual ast heyar er es pons i bi l i t i esof t enper f or medbyspec i al i s tc hef sorbars t aff. Thi ss ec t i onwi l l c ont i nuet of ol l owt hel ogi c al s t epsper f or medbys er v i c es t affaf t ert heor der hasbeenl odged.
Pr ov i degl a ss wa r e ,s er v i c ewa r ea ndc ut l e r ys ui t a bl ef orme nu c hoi c e Th r o ug hou tamea lt her ec anbeane edt opr o v i degu es t swi t hc er t a i ni t e msofg l a ss war ean d s er v i c ewe ard epe ndi ngont h ed i s hesan dd r i n k st he yha v eo r de r e d. Ther ei sal s oaneedt oadj us tt hec ut l er yt hathasbeens etaspar toft hec ov erwher et hei r or der snec es s i t at et hi sbei ngdone. )roviding glass#are
Mos tt abl es etupswi l l i nc l udes t andar dwi negl as s es ,wi t hman yes t abl i s hment sal s os et t i ng wat ergl as s es . Wher et hegues t sor derc er t ai ndr i nk sandt hec or r ec tgl as swar ei snotal r eadysett hi swi l l r equi r ey out o: •
Re mo v et h eg l a s s wa r et h ati sno tn ee de d
•
Repl ac ei twi t ht heappr opr i at egl as ses .
I ti ss t andar di ndus t r ypr ac t i c et hatal l gl as sesber emov ed f r om at abl e,andc ar r i edt oat abl e,onat r ay .Gl as ses s houl dber emov edands et / r es etf r om t hegues t ’ sr i ght h an ds i d e. Pr ac t i c ale x ampl esoft heneedt oadj us tgl as s esma yi nc l ude: •
•
•
Remo vi ngal l wi negl as s eswher egues t sel ec tno tt oor deran ybo t t l esofwi ne Remov i ngt hewhi t ewi negl as st hatwasse tandr epl ac i ngi twi t ha( l ar ger )r edwi negl as si f t hegues tor der sr edwi ne Addi ngar edwi negl as si fonl yawhi t ewi negl as swass etandt het abl ehasor der edbo t h r edan dwh i t ewi ne
•
Re mo v i n gt h es e tg l a s s esa ndr e pl a c i n gt h em wi t hc h amp ag nefl u t e swh er eas pa r k l i n g wi nei sor der ed. Pr o vi di ngs er v i c ewear
De pe nd i ngont h ed i s he so r d er e da ndt h es t y l eo fs er v i c eb ei n gu se d,t h er ec anb eane edt o pr ov i dev ar i ousi t emsofs er v i c eweart oi ndi v i dual t abl es . Se r v i c ewe arma yne edt ob ep r o v i d eda sf o l l o ws : •
•
•
Wher et hes er v i c es t y l epr es ent s ,f ore xampl e,t he v eget abl est ot heent i r et abl e,asoppos edt opl at i ng v eget abl esont oi ndi v i dual gues tpl at esi nt hek i t c hen, t her ewi l l beaneedt ous es er v i c epl at t er s Wher ecust omer sor dersauces/ gr avyt her emaybea n ee dt opr o v i d es au cebo at s Wh er et h eg ue s th asbr o ug hti nt h ei ro wnc ak eorar r a nge df ort hev e nu et os up pl yon e, t her emaybeaneedt ouseacakest and
•
Wher egues t sor ders nai l st her ewi l l beaneedt opr o vi des nai l f or k sandt ongs
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Wher egues t sor derl obs t ert her ema ybeaneedt opr o v i del obs t erpi c k sandcr ac k er s
•
Wh er eas oupi ss er v e dt ot h een t i r et a bl e ,as ou pt ur ee nma yber e qui r ed.
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Wher ev enuesus es i l v ers er v i c e,s emi s i l v ers er v i c eorguer i dons t y l esofdel i v er yt her e wi l l beani nc r eas edneedt opr o vi deaddi t i onal s er v i c ewear .
Adj us t i ngt hecov er Af t ert heor derhasbeent ak enandac opyt r ans f er r edt ot hek i t c hen,ei t hermanual l yor el ec t r oni c al l y ,t hes er v i c es t affwi l l hav et omak ean ynec es sar ychangest ot hec ov ert or efl ec t t hedi s hest hatdi ner sha v eor der ed. Al wa y sr emembert hatc ut l er ys houl dbec ar r i edt oandf r om t het abl eonac l o t heds er v i c e pl at e.Cut l er ymayonl ybec ar r i edi nt hehandi fi ti sanes t abl i s hmentr equi r ement . I ti sar equi r ementt hatal l c ov er sar eadj us t edbef or ean ymenui t emsar edel i v er edt ot he t abl e.Not ehowev ert hats omees t abl i s hment sr equi r et hatdes s er tc ut l er yi sonl yadj us t ed af t e rt h egu es t sha v ec ompl e t edt h ei rma i nc ou r s e,a nds omee s t a bl i s hme nt sha v eas t a nda r d r equi r ementt hatc ov er sar enotadj us t edatal l .I ft hegues tdoes n’ tor derac er t ai nc our s e,t he c ut l er yst ay sont hec ov erunt i l t het abl ei scl ear ed. Yourc opyoft heor derf ort het abl epr o vi dest hebas i sf orde t er mi ni ngwhatneedst obe adj us t edf oreac hdi ner . Ad j u s t i n gt h ec o v e rma yme any o uh av et o : •
•
Remo v ec ut l er yf orc ou r s est h atha v eno tb ee nor d er e d Exchangecut l er ywher enecessar y–suchas s wappi ngt hemai nc our s ek ni f ef oras t eakk ni f ewher e
st eakhasbeenor der edandswappi ngt hemai ncour segearf orfishgearwher efishhas beenor der ed •
Addc ut l er yf ordi s hest hatha v ebeenor der edwher enos ui t abl ec ut l er yhasbeens et .For e x ampl e,i ft heco v erdi dno ti nc l udeasoups poonandt hegues tor der edsoup,t her e wo ul dbean ee dt oad j u s tt h ec o v e rb yad di n gas ou ps p oo n.
)rocess for adjusting covers
Th ep r o ce ssr eq ui r e sy o ut o : •
I d en t i f ywh atn ee dst ob er e mo v e df r o me ac hc ov e r
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I d en t i f ywha tne ed st obead de dt oea chco v er
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Obt ai nt henec es sar ycut l er ywhi c hs houl dbes t or edi ny ourwai t er ’ sst at i on
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Loadt hem ont oac l o t heds er v i c epl at er eadyf orc ar r y i ngt ot het abl e
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Car r yt hec l ot hedpl at ewi t hal l t her equi r edc ut l er yt ot het abl e
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Onar r i v al att het abl e,begi nadj us t i ngt hec ut l er yb ys t ar t i ngatt heNumberOnegues t , wor k i ngc l oc kwi s ear oundt het abl e.Changet hek ni f efi r s t ,t hent hef or k ,anddon’ tf or gett o pl ac et hec ut l er ydownont het abl es ot hati ti spar al l el wi t hal l ot her s Thek ni v e ss houl dber emo v edorr epl ac edf r om t her i ght hands i deoft hegues t ,andt he f or k sf r om t hei rl ef t hands i de.Nev erpl ac ec ut l er ybyl eani ngac r os si nf r ontofagues t Al wa y shandl ecut l er yb yt hehandl es .
69 "ec- pro*uct an*/or !ran* preferences it" customer in a courteous manner Aspar toft heor der i ngpr oc es s,c us t omer swi l l i dent i f y whi c hi t em t he ydes i r e,bei taf oodorbev er agei t em. Qui t eof t en,i tma ybeupt ot hewai t ert ohel pex pl ai n r ec ommendwhati sav ai l abl e.Thi swi l l bee xpl or edi n mor edet ai l i nt henex ts ec t i on.
or
Mos tf oodi t emswi l l bes pec i fi c al l yi dent i fi edona me nu,ho we v erma nype op l ewi l l o r de rad r i nkwi t h ou tr e f e r i ngt oamen u. Ther ef or et hef oc usont hi ssec t i onwi l l bebas edar oundc l ar i f y i ngbev er ageor der s . Att i mesc us t omer swi l l i ndi c at eas pec i fi cdr i nki nagener i cmanner .Fore x ampl e,t he yma y as kf ora‘ gi nandt oni c ’wi t houts pec i f y i ngapar t i c ul arbr and. Asc anbes eeni nt hi spi c t ur e,t her ei sawi des el ec t i onofgi npr oduc t s . Th er ea r ema nydi ff er e ntp r o du ct san db r an dsa v ai l ab l e ,wi t hmor ec o mi n go nt ot h emar k e t s eemi ngl ye v er y da y .
I tmak esgoods ens eande x cel l entc us t omers er v i c e,t oc hec kwi t ht hegues tr egar di ngt hei r pr ef er enc e.
Pe r s ona lpr e f e r e nc e So mepe op l ea r ede v ot e dt oac er t a i nb r an da nds i mpl ywo n’ td r i nkan y t h i ngel s e.Ex a mpl e s maybeJi m Beam bour bon,Gor don’ sgi nandadi ver ser angeofScot ches. So mepe op l ec on si d ert h ep r i c ean da r eh app yt od r i n kac he ap er ,d ome s t i cbr an di fo nei s av ai l abl e.Theywi l l appr ec i at ey ourpoi nt i ngt hi soutt ot hem.
Pourandcal lbr ands Behi ndt hebar ,mos tv enuess t oc ka‘ pour ’ br and,aswel l ass ev er al ‘ c al l ’ br ands .Youmus t k nowwhatt hes ear ei no r dert oans werc us t omerques t i ons ,andt opr o vi det hedr i nkt hat s at i s fi est hei ri dent i fi edneedandpr ef er enc e. A‘ pour ’ br and,s ome t i mesr ef er r edt oasa‘ hous e’ br and,i st hebr andofbev er aget hatwi l l bepour edi f someonedoesn’ tspeci f yabr andname. I ft hec us t omers i mpl yas ksf ora‘ Sc ot c h’ ,t hent he y hav en’ ti ndi c at edapr ef er enc ef oronepar t i c ul ar br and,s oi tdoes n’ tmat t erwhatbr andy oupourt hem j us ts ol ongasi ti sSc ot c h.I nt hes ec as est he‘ pourbr and’ wi l l bes uppl i ed. Us ual l ypourbr andsar ec heaperal t er nat i v e st or ec ogni s ednat i onal br ands ,buts ome t i mes t he yar et hebe t t erk nown,bet t erqual i t y ,pr emi um nat i onal br ands . A‘ c al l ’ br andi st hebr and’ c al l edout ’ byt hec us t omer . I ns t eadofj us tas ki ngf oraSc ot c h,t hec us t omerwoul das kf ora s pec i fi cbr and,per hapsa‘ De war s ’ o r‘ Chi v asReg al ’ .Mos tbar s wi l l s t oc kar angeofc al l br ands ,butnobarc ans t oc kt hem al l . Youn eedt ob ec o mef a mi l i a rwi t ht h eo nesy ous t o cks ot h aty o u c anac c ep tanor ders t r ai ght a wa y ,ori nf or mt hec us t omert haty ou don’ ts t oc kt hei rpr ef er r edbr and. Al way sbeal er tt ot hepos si bi l i t yt oups el l t hec us t omert oamor e e x pe ns i v eb r a nd . Wher ey oudon’ tha v et hec al l br andt hatt hec us t omeras k sf ory ou s hou l d : •
Apol ogi s ef orno tha vi ngt hebr andas k edf or
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Offeranal t er nat i v e.
Thi swi l lbee xpl a i nedi nmor ede t ai li nt hene xtsect i on.
>9 .rovi*e clear an* "elpful recommen*ations or information to customers on selection of foo* or *rin-s; if reuire* Ashasbeenment i onedear l i er ,wai t i ngst affma yber equi r edt oas s i s tgues t si nmak i ngt hei r s el ec t i onf r om ei t hert hemenuort hedr i nk sl i s t . Lo t sofc us t o me r sorg ues t sc omet ot h er oo m,ba ro rv e nuek no wi nge x ac t l ywh att he ywantt o eatordr i nk .Per hapst he yha v eeat enaty ourdi ni ngr oom bef or eandwantt oe x per i enc et he s amedi s hag ai nt hatt he yhadl as tt i me,orper hapst he yha v eas t andar dmeal ordr i nkt hat t h eyal wa y sha v ewh ent h eydi n eo ut . Thi ssec t i ons houl dber eadi nc onj unc t i onwi t hal l ot hernot esr egar di ngt hepr ov i s i onof i nf or mat i ont oc us t omer sorgues t s .
Recommendi ngFood Asment i onedpr ev i ous l y ,opt i onsi nc l ude: •
Rec ommendi ngwhati ti sy oul i k e–t hi sma ynots ui tt hem orbet ot hei rl i k i ng
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Rec ommendi ngwhati spopul ar–t he yma yno tl i k et hi ss t y l eofdi s h
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Rec omme ndi ngwha t e v eri ti st h att h ek i t c henha v ea sk e dy o ut op us h–a gai n,t h i sma y nots ui tt hem As k i ngs omeques t i onsfi r s tt ode t er mi newhe t hert he yar eaf t erabi gmeal orasnac k , whet hert he yl i k ec hi c k en,meatorpas t aorwhet hert he ypr ef erpl ai nf oodordi s heswi t h saucesandaddedflavourandt henr ecommendanappr opr i at edi sh.
Keysi nmaki ngr ecommendat i onsar e: •
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Ens ur i ngi nf or mat i oni shones tandt r ut hf ul En su r i n gc us t ome r s / g ue s t sdon otge tt hei mp r e ss i o ny o ua r e r us hi ngy ourdel i v er yoft hi si nf or mat i on Ens ur i nggues t sdon ’ tf eel t he yar ei mpos i ngony oub yas k i ng t hes eques t i ons Gi v i ngc us t omer s / gues t st i met omak et hei rdec i s i onwi t hout a pp ea r i ngt op utpr es s ur eo nt h em t o‘ ma k eupt h ei rmi n d’ Pr o vi di nge xt r ai nf or mat i onasr equi r ed.Ther ec anbeman yt i meswhent hei nf or mat i on y ougi v et oc us t omer si nt hefi r s ti ns t anc ei si ns uffic i entf ort hei rneeds .Fore xampl e,y ou ma yhav edes cr i bedt hei ngr edi ent soft hedi s handdes c r i bedhowdel i c i ousi ti sbutt he gues tma ywantt ok no w aboutc ook i ngs t y l e,pr epar at i on/ c ook i ngt i meors er v es i z e
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T ai l or i ngy ouri nf or mat i ont os ui tt heper s ony ouar et al k i ngt o.Thewa yy oupr es ent i nf or mat i ont oy oungandol dma yv ar yi nt er msoft hes peedy oudel i v ert hei nf or mat i on, t h ewo r d sy ouus ean dt h ec o mp ar i s o nsy o uma k ewi t hot h erp r o du c t s .
Rec ommendi ngBever ages I nr el at i ont odr i nk s ,a dv i c eorr e co mmen da t i o nsma ybene ed edwhen : •
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Cus t o me r sar eun su r ea bou te x ac t l ywha tt he ywoul dl i k e . So me t i me sr e gu l a rc u s t o me r sc omei na ndt h eyar ej u s tb or e d wi t ht hei rnor mal dr i nk ,andwants omet hi ngabi tdi ffer ent per hapsj us tf ort hats es si on Thedr i nkorbr andt he yhav eor der edi suna vai l abl e.Af t er a pol o gi s i n gy o umu s tbeabl et or e co mme ndani n t el l i g ent al t er nat i v ef ort hem I t ’ sas pec i al oc c as i on–ma y bet he y’ v ej us twonapr omo t i on,had ababyorar ec el ebr at i ngabi r t hda y Yo uha v eane wp r o du cti ns t oc k .Le tt h ec us t o mer sk no w.T el l t hem whati t ’ sl i k e,whati tgoeswi t h,howmuc hi tc os t s ,how s t r ongi ti s ,ands oon.Per hapst hebos swi l l l ety ougi v eawa ya f e wf r e es a mp l e s Thec us t omeri sf eel i ngoffc ol ourorabi tl ow.Youma ywantt o s ugges ts omer ef r es hi ngs t y l eofdr i nk ,oranonal c ohol i c al t er nat i v et ot hei rus ual The yar edi ni ng.Whi l eadet ai l edk nowl edgeofwi nef al l sout s i de t hi suni t ,av er ybas i cr ul eoft humbt hatc ont i nuest oappl yt odayasi tdi ddec adesagoi s “ Whi t eme at–wh i t ewi n e,r e dmea t–r edwi n e” .Non et h el es s ,ma ny ,man ype op l edr i nka ni c ewhi t e( s a y ,aChar donna y )wi t has t eak The ydon’ twantt odr i nkal c ohol ,orwhent he yneedt ol i mi tt hei ral c ohol i nt ak e.Youhav e bo t hamor al andver ymuc hal eg al dut yt oas s i s tpat r onswhodon ’ twantal c ohol ,orwant al i t t l e.Bepr epar edt oofferf r ui tj ui c es ,wat er s ,moc k t ai l s( nonal c ohol i cc oc kt ai l s ) ,al c ohol f r eewi neandaer at edwat er s .
Whenadv i s i ngc us t omer s ,i ti sus ef ul i fy ouc angi v et hem i nf or mat i onabout : •
T as t e ,c ol o ura nda r o ma
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Whe t heri ti si mpor t edordomes t i c
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Howi tmaybeconsumed–descr i bi ngopt i ons av ai l abl et oenj oyt hepr oduc t Theal c ohol i cs t r engt h Anyspec i al poi nt sabouti t–t hi ngsl i k et hewor mi n c er t ai nt equi l as ,as pec i al adv er t i s i ngc ampai gnor c ompe t i t i onst hatma yber unni ngi fpeopl ebuyi t .
FoodandWi neCombi nat i ons Ther emaybet i meswhenyouar easkedt or ecommendawi net ogowi t hameal . So meba si cs u gg es t i o nsi n cl ud e:
&oo*
5ine
Seaf ood
Semi l l on,s auv i gnonbl anc ,Ri es l i ng
Game
Caber nets auv i gnon,s hi r az ,c har donnay , s emi l l on
Redmeat
Caber netmer l ot ,c aber nets auv i gnon,s hi r az , mal bec
Poul t r y
Char donnay ,c heni nbl anc ,Ver del ho
Sal ads
Cheni nbl anc ,v er del ho,c har donnay ,Ri es l i ng
Ant i pas t o
Char donnay ,r os é
Pas t a
Char donnay ,Ri es l i ng,s hi r az
Chees epl at t er s
Caber netmer l ot
Des s er t s
Des s er twi nes
Yous houl dal s obes uffic i ent l yf ami l i arwi t ht hewi nesont hedr i nkl i s tt omak ei nt el l i gent r e c omme nd at i o nst oc o mp l i me ntt h ef o od . I ti sver yus ef ul t ohav ewi ner yr epr es ent at i v esdoat as t i ngofal l wi nesont hewi nel i s twi t h s t aff,andt odev el opawr i t t enl i s t( k eptondi s pl ayf ors t affbehi ndt hebar )ofwhatwi nest o r ecommendwi t hwhatmenui t ems. Whenc ompl ement i ngf oodwi t hwi ne,t r yt os el ec twi nest hatwi l l har moni s ewel l wi t ht hedi s hesandt hei ri ngr edi ent s .Gener al gui del i nesar e: •
Whi t eswi t hfi s h,c hi c k en,v eal andpor k
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Redswi t hdar kmeat
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Redswi t hcheese
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Del i c at ewi neswi t hdel i c at ef ood
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Ful l bodi edwi neswi t hf ul l bodi edf ood
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Swe etwi n eswi t hs we etf o od
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Spar k l i ngwi nec angener al l ygowi t han yt hi ngandwi t han ycour s e.
89 Serve foo* an* *rin- accor*ing to enterprise reuirements an* personal ")giene stan*ar*s Wh enf o oda ndb ev e r a gei t e msha v eb ee np r e pa r e dt h eymu s tb ed el i v e r e dt ot h ec u s t o me r . Thi ss ec t i onwi l l f oc usont hes t epsas soc i at edwi t hc ol l ec t i nganddel i v er i ngi t emst ot het abl e, ens ur i ngt hec us t omeri shappywi t ht hes el ec t i on.
Col l e ct i ngf ooda ndbe ve r a gese l e ct i ons Theneedt oc ol l ec tor der edi t emsf r om t hek i t c henorbarassoonast he yar er eadyf ors er v i c e c annotbes t r es sedt oos t r ongl y . Pr omp tc ol l ec t i onoff oodanddr i nk senhanc esc us t omers er v i c ei nt wopr i mar ywa y s: •
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I tr educ esgues twai t i ngt i me.Mos tc us t omer spr ef ert or ec ei v et hei rf oodandbev er ages ass oonaspos s i bl ec ons i s t entwi t hno tbei ngr us hedorpr es s ur ed I tge t st hepr oduc tt ot hegues ti nt hebes tpos si bl ec ondi t i on–nei t hermenui t emsnor dr i nk si mpr o vewhi l et he ys t andwai t i ngt obeser v ed.
'everages
Tr adi t i onal l yadr i nki st hefi r s tt hi ngt obes er v edt ot hegues t s . Yours t andar dpr ac t i c emus tbet ogett hefi r s tdr i nki nf r ontoft hegues t sassoonaspos si bl e. Thi shel pst hem s et t l ei n,andl e t st hem k nowt he yar eac t ual l ybei ngser v ed. Don ots i mp l ygi v et h eo r d ert ot heba ran dt he nwa nd erofft odos ome t hi n ge l s ef o r1 0 mi nut es .Byal l meansgoanddos ome t hi ngel s e,butonl ydos ome t hi ngt hatwi l l t ak e1or2 mi n ut e sa tmo s t . Whenpi c k i ngupt hedr i nk st opu tont het r a yt ot ak et ot het abl e,mak es ur e: •
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The yar ewhatwasor der ed–c hec kc or r ec twi nes( v i nt age,br and,gr apev ar i e t i es ) ,noi c e whe r er eq ue s t ed ,l o nggl as swhe r eo r d er e de t c . Co r r e ctn umb erh av ebe ensu ppl i e di nt e r mso fa c t u al dr i nk s ,andempt ygl as s esf orwi ne
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The yar es ui t abl ypr es ent ed
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Thec or r ec tgl as s war ei sus ed
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Gar ni s hesar eappr opr i at e
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Gl as s esar en’ to ver fl owi ngs uc ht hatt he ywi l l dr i pdown t hef r ontofgues t s ’ c l ot heswhenbei ngcons umed Wher et hedr i nk sar enotasr equi r ed,y ous houl dpol i t el ypoi ntt hi soutt ot hebarper s on whopr epar edt hedr i nk sandmak es ur et hei s s uesar er ec t i fi edbef or et ak i ngt hedr i nk st o t het abl e.
Food
Thet wos er v i c ear eas–c ol dl ar derandho ts ec t i on–mus tbeat t endedandmoni t or edatal l t i me st oe ns ur epr o mp tpi c kupo ff ood . I ff oodi snotpi c k eduppr ompt l yt hef ol l o wi ngma yappl y : •
Ho tf oo dc ou l dgoco l da ndsp oi l
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Col df oodc oul dl os ei t schi l l f ac t or
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Ri s ko ff oodc on t ami nat i oni nc r eas es
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Cust omer shaveanunnecessar ywai t
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Room t opl acedownnewl ypr epar edi t emsbecomes r es t r i c t ed.
Bef or ean yf oodi st ak enoutt ot het abl ei tmus tbec hec k edi nt hes amewa yt hatdr i nk sar e c hec k e dpr i o rt ob et ak e na nds er v e d. Ch ec k ss h oul di nc l u de : •
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Ch ec k i n gt h att h er i g htme al h asbe enp r e pa r e da nda nyr e qu es t e dp r e f e r e nc e sh av ebe en a cc ommod at ed .Di s hesmu s tr efl e ctt h eo r d ert h atwa st a k ena tt a bl ean dg i v e nt ot he k i t c hen Chec k i ngt hepl at et omak es ur et her ear enomar k s ,s pi l l sordr i ps .Adv i s et hec hefand as kf ort hepl at et obec l eanedwher et hes ear e i dent i fi ed Chec ki ngt hequal i t yoft hei t em Chec ki ngwi t ht hec heft oi dent i f yhowapar t i c ul ar i t em hasbeencooked.Whi chi st hemedi um st eak a ndwh i c hi st h eme di u mr a r e ? Chec k i ngi fs pec i al c ondi ment sneedt ogowi t ht he o r d e r Chec k i ngt omak es ur et her ei suni f or mi t ybe t weendi s hes .I ft hr eepeopl eonat abl ear e ha v i ngt hesa memen ui t e mt h enal l t hr eepl a t e ss ho ul dl o okt hesa me Ens ur i ngc or r ec tt emper at ur eoft hedi s h.Ho tdi s hess houl dbeho t ,andc ol ddi s hesmus t b ec ol d.
Del i ver i ngi t emst ot het abl e &oading a drinks tra%
Regar dl es sofwhet hery ouar el ef torr i ght handed,t r ay sshoul dbec ar r i edi nt hel ef thand, andt hedr i nk ss er v edf r om i twi t ht her i ghthand.
So mepr e mi s esal l o wl ef t h an de dp eop l et or e v er s et h i sbutman ydono tbe ca us ewh enl ef t handedpeopl epourabot t l eus i ngt hei rl ef t hand,t hel ef t handwi l l c ov ert hel abel oft he bot t l e. T r a yss houl dnotbehel dbyt hei rr i m andt heys houl dnotbehel dwi t ht wohands ;y ourl ef t ha nds ho ul db eh el dun de rt h et r a y . Whenl oadi ngt het r a y ,s ec ur et het r a yony ourl ef thand.Yourhandshoul dbefl atandy our fi nger ss houl dbes pr eadoutwi t honl yt het i psofy ourfi nger sr ai s edt os uppor tt hebas eoft he t r ay . Loadt het r a ys ot hat : •
Thet al l es tgl as s esar enear es tt oy ourbody
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Thehea vi es tgl as sesar ei nt hec ent r eoft het r a y
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Thes mal l er ,l i ght ergl as sesar ear oundt het r ay ’ sedge
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Thepl ac ementoft hedr i nk sont het r ayf ac i l i t at est hei rs er v i c eatt het abl e.I npr ac t i ce s omeo ft h ea bo v er u l e sma yno ta pp l ybec au sei twou l dmak ei tt o oh ar df o ry o ut ot a k e t hedr i nk sofft het r ay .
Carr%ing the drinks tra%
Ther i ghthandc anas s i s ti nbal anc i ngt het r a y ,es pec i al l ywhenwal k i ngt ot het abl e,orwhen wai t i ngf ors omeonet omo v epas ty ouwher et her ei st hepo t ent i al f ort hem t ok noc kei t hery ou ort het r ay . T r yt ok eept het r ayatwai s tl ev el andc l os et oy ourbody .Thi s wi l l hel pt oa voi dk noc k i ngi nt opas si ngt r afficandopt i mi s es y ourc ont r ol ov ert het r ay . Ev ent houghc ar r y i ngt hedr i nk st r a yhi ghabo v et heheadwi t h onehandl ook squi t espec t ac ul ar ,t hi sme t hodi snot r ec ommendedast her i s kofdi s as t eri squi t ehi gh. Wh enc ar r y i n gat r a y ,al wa y sl o okwh er ey o ua r eg oi ng,no ta t t het r ay . Carr%ing plates to a table
Commonl y , pl at esma ybecar r i edi nt hehandsus i ngv ar i ouspl at ecar r y i ngt ec hni ques–see nex ts ec t i on. Al t er nat i v el y ,pl at esmaybel oadedont or ec t angul arf oodt r ay swhi c har ec ar r i edt ot hewai t er ’ s s t at i onwher et heyar eei t herunl oadedi nt ot hehotboxordel i v er eds t r ai ghtt ot het abl e.
Al l i t emss houl dbec ar r i edi ns uc haswa yt hatpr ev ent s c ont a mi n at i o nb yma ki n gs ur e : •
Youdon’ tputy ourfi nger sont of ood
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Youdon’ tpl ac ey ourfi nger sar oundt het opofgl as s es
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Longhai ri sappr opr i at el yt i edbac korc ont r ol l ed.
Ser vi ngf oodandbever age Theac t ual f oodandbe v er agest hatt hegues t sc ons umei sonl ypar toft het o t al di ni ng e x pe r i e nc e. Thes er v i c eoft hos ei t emsi sanot herv i t al par toft heex per i enc e. I ti sof t ent hes er v i c epr ov i dedt ogues t st hats epar at esonev enue f r om anot herandi st hede t er mi ni ngf ac t oraboutwhet herorno t t hos epeopl ewi l l r et ur nandt el l t hei rf r i endsaboutus . Twokeyswhenser vi ngf oodandbever agear e: •
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Doi tqui c kl ywi t houtgi v i ngt hegues tt hei mpr es si ont heyar e bei ngr us hedory ouar ei nahur r y Doi tpr of es si onal l y .Ser v et hec or r ec ti t emst ot hec or r ec t di ner s ,bepol i t e,i dent i f yi t emsast heyar es er v ed, c ommuni c at eandi nt er ac twi t hgues t s ,s mi l e,ans weran yques t i onst hatar eas k edand c hec kt hatt hei t emspr es ent edar eac c ept abl et ot hegues t s .
)lacing the food on to the guest’s table
Al wa y ss er v et hemeal f r om t hegues t ’ sr i ght( t hes amesi det hatbe v er agesar eser v e df r om) andannounc et hemeal asi ti sbei ngpl ac eddo wn.Cons i s t enc yi ns er v i c ei si mpor t ant . Mak es ur et hedi s hi spl ac eddo wns ot hemai ni t em ont hedi s h–t hes t eak ,t hes l i c esof meat ,t hepi ec eoffi sh,t hec hi c k enbr eas t–i scl os es tt ot hegues t( att he4o’ c l oc k–8o’ c l oc k pos i t i on) . Wh er eas t ea ki sbe i n gs er v e d,t h ek i t c he ns ho ul dh av e pr es ent edt hes t eakont hepl at ewi t ht hef att owar dt he c ent r eoft hepl at e,andnotf ac i ngt hegues ts ot heyhav et o t hr ought hef att oge tt ot hemeat . I ti spr of es s i onal t opl acet her i ghtmeal downi nf r ontoft he per s on,wi t houthav i ngt oas k ,“ Who’ shav i ngt hec hi ck en?” gu es tn umb er i n gs y s t em c ome si nt op l a ywh eni d ent i f y i n g whi c hmeal i st obepl ac edi nf r ontofapar t i c ul argues t .I ti s pr ac t i c et oannounc eeac hgues tt oc onfi r mt hateac hdi neri s r e cei v i n gwha tt he yor d er e d.Fo re x ampl e ,“ Th eGr a ndT Bone,r ar ewi t hex t r ac hi ps .Enj oy ! ”
c ut
r i ght The us ual
Pl ac et hedi s hesont ot het abl ei ns uc haswa yt ha tt henoi s emadeb yc ont ac twi t ht het abl ei s mi n i mi s e d. Serving Food
Oneoft hemos ti mpor t ants ki l l sawai t erc anmas t eri st hear tofc ar r y i ngpl at es .
Th er ea r et wome t h od st oc h oo s ef r o ma ndp r o fi c i e nc yi nu s i n ge i t h erme t h odc a no nl ybe gai nedi nt hes amewa yasgai ni ngc ompet enc yi nc ar r y i ngadr i nk st r a y–pr ac t i c e,pr ac t i c e, pr ac t i c e.
Pl a t eca r r y i ngt e chni que s
To .late arr)ing Ho l dt h efi r s tpl a t ebe t we eny o urt h umb ,i nd exfi ng er a ndt h emi d dl efi n ge r .
Pl ac et hes ec ondpl at eabo v et hefi r s tpl at e, s uppor t i ngi tbyyourf our t hfi nger ,y ourl i t t l efi nger a ndt h eb as eofy o urt hu mbandf o r e ar m.At hi r d pl at ec anbec ar r i edi nt her i ghthand.
T"ree .late arr)ing Ho l dt h efi r s tpl a t ebe t we eny o urt h umb ,i nd exfi ng er a ndt h emi d dl efi n ge r .
Pl ac et hesec ondpl at ei nt ot hecr eas eoft hepal m of y ourl ef thandundert heedgeoft hefi r s tpl at e, s uppor t i ngi tbyyourr i ngandl i t t l efi nger s .
Car r yt het hi r dpl at eont hefl atofy ourf or ear m and r i m oft hes ec ondpl at e.Af our t hpl at ec anbec ar r i ed i nt her i ghthand.
Serving beverages
Th e
b eo fo i n t st
t h e
v i d r ik s .
Al way sser v et ot her i ghtoft hes eat edc us t omer ,unl es st hi si sobv i ous l yi mpos si bl e. I tma ybei mpos s i bl et os er v ef r om t hegues t ’ sr i ght hands i dei ft wopeopl ear et al k i ng i nt i mat el yheadt ohead,ori ft her ei ssomet hi ngs uc hasapi l l arorpl anti nt hewayt ot he gues t ’ sr i ght . Ot herpoi nt si nc l ude: •
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T r a y sar ec ar r i edont hepal m oft hel ef thandwi t ht het i psoft hefi nger ssl i ght l yr ai s ed–do nothol dt het r aybyi t sedges Dr i nkt r ay sar eus ual l yhel dont hel ef thands ot hatt her i ghthandi sf r eet os er v et he dr i nk s I ft het r aydoesnothav eanons l i ps ur f ac e,t henat r ay l i nerormats houl dbeus edt opr e v entgl as s war ef r om s l i ppi ng.Thet r aymatmaybek epti npl ac ebys mear i ng f ewdr opsofwat eront het r a y’ ssur f ac e
a
Se r v i c es t affs ho ul dhan dl egl a ss war ebyt h eb as eo r t hes t em.Ne v erhandl egl as s esbyt hei rr i ms ,ne v erputfi nger si nt hegl as s es T r a y sar eus ual l yl oadedwi t ht heheav i es tgl as si nt hec ent r e,andt hel i ght ergl as ses pl ac edar oundt heout s i de.I nmos tc as es ,t hel as tdr i nkont het r a ys houl dbet hefi r s tdr i nk off T r a ysshoul dbec ar r i edatwai s tl ev el t hr ought her oom wal k i ngwi t has t r ai ghtbac kand s houl der s .Don ’ tc ar r yt het r a yabo v ey ourhead! T r a ysshoul dbec ar r i edc l os et o,and‘ wi t hi n’ ,t hebodyt oa voi dk noc ki ngi nt os omeoneor s o me t h i n g Whenunl oadi ngt r a y s,y o uma yha v et os l i ght l yt wi s t y ourbodywi t ht het r aypos i t i oneds l i ght l yawa yf r om y ours i de.Thi si st oenabl et her i ghtar m andhandt o r eac hi nt owar dst het abl eands af el ypos i t i ont he c us t omer ’ sd r i nk Al l d r i nk ss ho ul db ea nno un ce dwh enb ei ngpl a cedont h et a bl e .Thi spr o v i d esanel e me nt ofc us t omers er v i c easwel l aspr o vi di ngt hegues twi t hanoppor t uni t yt oc hec kt hatt he y a r ebe i n gs er v e dt hedr i n kt he yor d er e d.“ Ex c u s emesi r ,y o urWh i s k yandCok e .Tha nk y ou. ” Remembert obendyourkneeswhenser vi ngf r om at r ay Wor kant i c l oc kwi s ear oundt het abl e,r epeat i ngt heabov epr oc edur esunt i l t hel as tdr i nki s s e r v e d Dr i nkwai t er ss houl dwor kant i c l oc kwi s ear oundt het abl e,andf oodwai t er ss houl dwor ki n ac l oc kwi s edi r ec t i on.Thi smeanst hatt heywi l l onl ycr os spat hsonc eatt het abl e,s av i ng s er v i c et i meandr educ i ngt hepot ent i al f orac c i dent sbet weens t aff U
s t
p k i
d ed r i n k s h e
d h e
u ie d
Che ck i ngc us t ome rs at i s f a ct i on Checking satisfaction #ith food
Al l s er v i c es t affmus tmoni t orpat r onsdur i ngs er v i c ef ors i gnsofdi s sat i s f ac t i on.Thi smeans k eepi ngal er tf ornonv er bal c uest hati ndi c at edi s pl eas ur e,andl i s t eni ngf ornegat i v e comment st hatcanbeover hear d. Ch ec k i n gc us t o mers a t i s f a ct i o nmus tap pl yt obo t hf oo da ndb ev e r ag es . The 4*minute check
Whenameal hasbeens er v edt ot hec us t omer ,i ti si mpor t antf ors er v i c es t afft or e vi s i tt he t abl eaf ewmi nut esl at ert oc hec kt hatt hemeal sar et ot hec us t omer ’ ssat i s f ac t i on. Th i si sc ommo nl yk no wna st h e‘ t h r e emi n ut ec he ck ’ . I ti nv ol v esappr oac hi ngt het abl eappr o xi mat el y3mi nut esaf t er t h el a s tme al wasp l a ce do nt h et a bl ean dmak i nganenq ui r y al ongt hel i nesof“ I sev er y t hi ngt oy ours at i s f ac t i on?”or“ Howar e y o urmea l s ?”I n di v i dua lv e nue sma yha v es t a nda r ds t a t e me nt sf or y o ut ous ewh enma k i n gt h i s3 mi n ut ec he c ks oc h ec kwi t hy ou r s uper v i s orandadher et os pec i fi cent er pr i s er equi r ement s . I ti sas sumedt hataf t ert hr eemi nut es ,ac us t omerwi l l k nowi ft hey ar es at i s fiedwi t ht hei rf ood. I ft heyar edi s sat i s fied,t hent heycant el l wai t i ngs t affandac our s eofac t i onc anbes eti n pl ac et or ec t i f yt hepr obl em. Re memb er ,i fy o uar eg oi ngt oa skgues t swh et he ro rno tt he ya r es at i s fi ed,y o uh av et obe pr epar edf ort hos ewhot el l y out he yar en’ t ! Don’ tt r eatt hes egues t sas‘ c ompl ai ner s ’ ,butv i ewt hes i t uat i onasanoppor t uni t yt ot ur na pr obl em i nt oapos i t i v es er v i c eex per i enc e:l i s t ent ot hei rc ompl ai nt ,apol ogi s eandac tqui c kl y t ofi xt h ep r obl e m. Pr obl emsmayi ncl ude: •
Th es t ea ki st o ug h
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Th eme al i sc ol d
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Th es t ea ki sno tc ook e da sor de r ed
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Sp ec i a lr e qu es t sha v en otb ee nme t .
Wh eny o ur e pl a cet h e‘ p r ob l e m’ me al ,a pol o gi s eag ai na ndi mpl e me nta no t hert h r e emi n ut e c hc k h h l l i h ’ i s f i
Speedi sv er yi mpor t ant ,es pec i al l ywher et hegues ti spar tofagr oup,aswedono twantone di nereat i ngt hei rmeal l ongaf t ert hei rf el l owgues t sha vefi ni s hed.Thi scanbeembar r as si ng f ort hem,andi sav er ypubl i ci ndi c at i ont hatweha v ego ts ome t hi ngv er ywr ong. I ti scommonpl ac ef orgues t st or es pondpos i t i v el yt oy ourenqui r i esaboutt hei rmeal att he3mi nut echec kandt hi si sgr eat . Wh er ey o ug ets uc hf e ed bac k ,y o us ho ul df e edi tb ac kt ot h ek i t c hen : •
“ T abl e7s ayt her oas ti ssuper b”
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“ Ev e r y o nel o v est h el a sag ne ”
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“ Ladywi t ht hebi gpar t ywant st her ec i pef ort heduc ksauc e! ”
Yourt hr eemi nut ec hec kal s opr es ent sgues t swi t hanoppor t uni t yt oor derorr eor der . Thi sma ma yno tfi ti nwi t ht hepl ansort het i mi ngy ouhav epr edet er mi nedf ory ours t at i on,but t hes eor der smu mus tbet ak en,ordeal twi t h,pol i t el yandpr ompt l y . Youma ybet hef oodwai t er ,butt het hr eemi nut ec hec kma ma ywel l r es ul ti nadr i nkor derbei ng gi v en.I ti st ot al l yunac cept abl ef ory out os ay“ I ’ ms or r y ;I ’ mt hef oodwai t er ,nott hedr i nk wai t er ” . Yous houl dt ak et heor derandpas si tont ot heappr opr i at eper s on.I ft her ei ss omec onf us i on ony ourpar taboute xac t l ywhatt heor deri s ,l e tt hem k nowt hi sandt he yc anf ol l owi tup. Checking satisfaction #ith beverages
Co mm mmo nl yt h er ea r ef e we rc o mp mpl ai n t sab outd r i n k st h ant h er ea r e wi t hme mea l s . No ne t h el es s ,t h er ec anb eo cc as i on swh end r i n k sa r el e sst h an ac c ep t a bl esoy ounee dt obeal er tt ot hene edt ok eepaney eon c us t omer st oi dent i f ywhent he yhav eapr obl em wi t ht hei rdr i nk s . Comm mmonpr obl ems msmayr el at et o: •
Th eb ee rorwh i t ewi n ei swar m
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Th ewr o ngmi x e dd r i n kh asbe ens er v e d–t he‘ r um a ndc ok e ’i sac t u al l y‘ b r a nd ya ndc ok e ’
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Thewi net as t es‘ off’ .
I npr ac t i c e,t he3mi nut ec hec kpr o vi desanoppor t uni t yf ordi ner st oc ompl ai nabout be v er agesaswel l ast hef oodbutt hemoni t or i ngofdr i nk sneedst obemor ef r equentt hanj us t t hi so nechec k . Ti psonc hec ki ngc us t omers at i s f ac t i onwi t hdr i nk si nc l ude:
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Moni t or i ngt henonv er bal l anguageofdr i nk er s–bei ng al er tt of ac i al expr es si onst hati ndi c at es omet hi ngi s wr ongandbei ngt unedi nt ocust ome mer swhobeckon y out ot hei rt abl e Ma ki n ge y ec on t ac twi t hpe opl ewhe na to rpa ss i ng t hei rt abl est oenc our aget hem t os peakt oy oui ft her e i sapr obl em Mak i ngv er bal s t at ement s .I ns omewa y st hi si ssi mi l art ot he3mi nut ec hec kconc ep t , a bo utt h ei rb ev e r ag es ,es pe ci al l ywi n e,s uc has“ Ho w’ st heCha r d onna y ?”
Offer i ngaddi t i onalf oodandbever age Thr oughoutt hemeal t heoppor t uni t yar i s est ooff eraddi t i onal f ood andbever ages. Sel l i ngaddi t i onal i t emsi swhatt heempl oy ere xpec t sy out odo, andpr o vi di ngt hes ei t emsc anal s omee tc us t omere xpec t at i onsi n t er msofs er v i c en eed s. Offer i ngandpr ov i di ngaddi t i onal i t emst hatar enotbei ngs ol di s par toft hes er v i c epr ov i s i ont hatc r eat esc us t omers at i s f ac t i onand meet sex pec t at i onsi nt er msofhi ghl ev el sofs er v i c edel i v er y . Addi t i onal i t emss houl dbeoff er edatappr opr i at et i mess uc has : •
Th et hr e emi nu t ec hec k
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Whengl assesar enear l yemp mpt y
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Wh enbo t t l e sar ene ar l ye mp mp t y
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Wh enmo mo s tb r e adorr o l l so nt h et a bl eha v eal lb ee nc o ns u me me d.
Thes er v i c eofaddi t i onal i t emsshoul dbei nac c or dwi t hnor mal s er v i c epr ac t i c es .Ther e s houl dno tbeal es sers t andar dofs er v i c es i mpl ybec aus et hei t emsar e‘ addi t i onal ’ . I t e ms msma ma yi nc l u det h es er v i c eo fc on di me nt san ds i d edi s he ss u cha s: •
Toma mat osauce
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Tabascosauce
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Fi s hs a uc e
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Soy asauce
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Chi l l i
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Must ar ds
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T ar t ar es auc e
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Mor ebut t er
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Mor ebr eadorr ol l s
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Si des al ad
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Bowl off r i es
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Oni onr i ngs
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Ri c e .
So me mead di t i o na le qu i p me me nti t e ms mst h atma yne edt obepr o v i de dc ani nc l ude : •
Ex t r acut l er y–t or epl ac ei t emst hatgues t sma ma yha v edr oppedont hefl oor
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Ex t r ac r oc k er y
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Ex t r agl as s war e
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Mor es er v i et t es
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Afingerbowl
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Ascr apbowl –dependi ngont hemenui t em bei ngser ved.
Cl ear i ngt abl es Usedandunwant edi t ems msshoul dber emo movedf r om t abl est hr oughoutt hemeal . I ti snev erac c ept abl et oal l owus edorunwant edi t emst obui l dupont het abl eandc l eart he t abl eonl yatt heendoft hemeal . Re mo mo v i n gi t e ms mspr o gr es s i v e l yt h r o ug hou tt heme al p r o v i de se x pec t edc us t o me me rs e r v i c e,a nd mai nt ai nac l ear‘ wor ks ur f ac e’ t oal l o wf oodandbe v er agest obemor eeas i l ypl ac edont he t abl e. Whengues t spl ac et hei rk ni f eandf or kt oget heri nt hec ent r eoft hepl at et hi si st heus ual s i gn t hatt he yhav efi ni s hedt hei rmeal . Ofc our s e,no tal l c us t omer swi l l dot hi s ,s oy oumus tbea war eofo t hers i gns .Themos t ob v i o usbei n ga ne mp mp t yp l a t e. Bef or ec l ear i ngan ypl at esawa y ,as kt hec us t omeri ft he y ha v efi ni s hedt oens ur et hepl at ec anac t ual l ybec l ear ed a wa y .As i mp l eq ues t i o ns uc ha s“ Ma yIt a k ey o urpl a t e , madam?”or“ Ha vey oufi ni s hed,s i r ?”i sal l t hati s r equi r ed. Tr adi t i onal l y ,wi t ht abl esofupt oei ghtpeopl e,al l gues t s s houl dha vefi ni s hedt hei rmeal bef or et het abl ei s c l ear ed.Thi si st oa voi ds omegues t sf eel i ngt he yha vet or us ht ofi ni s ht hei rmeal sj us t becauseot her sar oundt hem mayhaveal r eadyfini shed. Wi t ht abl esofei ghtpeopl eormor e,pl at esar et r adi t i onal l ycl ear edr andoml yast hegues t s fi ni s ht hei rmeal .
Nat ur al l yal l c l ear i ngofpl at esmus tbedonei nac cor danc ewi t hes t abl i s hments t andar dsand pr ac t i c es ,wi t hmi ni mal di s r upt i ont oc us t omer s .I fy ouar euns ur eaboutwhatappl i esaty our wor k pl ac e,t henas ky ours uper v i s or . Steps to clearing a table
Thef ol l owi ngpr o t oc ol sc ommonl yappl ywhencl ear i ngat abl e: •
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T r yt os t ar twi t ht hegues twhohast hemos ts cr apsl ef tont hei rpl at e.Thi swi l l ac tast he bas epl at ef orc l ear i ng Al wa y sc l earf r om t her i ghtoft hegues t-t hes ames i det haty ous houl dha v es er v edf r om Pi c kupt hefi r s tpl at e,c ompl et ewi t hc ut l er y ,wi t hy ourr i ghthandandt r ans f erands ec ur ei t i ny ourl ef thand
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Se cu r et heen do ft h ef o r kh an dl eun dery o urt h umb
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Sl i det hek ni f e,c ut t i ngendfi r s t ,undert hef or kt os ec ur ei tands t opi tf r om s l i di ngaway
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Mo vi ngc l oc k wi s ear oundt het abl e,c l eart hene xtgues t ’ spl at e.Mak es ur et hel ef thandi s hel dbac kt oav oi dbei ngt ooc l os et ot hec us t omer ,es pec i al l yt hei rheadands houl der s Sec ur et hes ec ondpl at ei nt opos i t i ono v ert hewr i s t ,ands c r apean yf oods c r apsont ot he bas epl at e( pl at epos i t i oni ngwi l l beaspr ev i ous l ydes cr i bedi nt heT wopl at es er v i ng met hod)
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Sec ur et hek ni f ebys l i di ngi tundert hes ec ur i ngf or k
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Pl ac et hes ec ondf or kpar al l el t ot hes ec ur i ngf or k
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Cont i nuet hi spr oc edur eunt i l al l t hepl at esandc ut l er yar ec l ear edf ort hatpar t i c ul ar c o u r s e .
"emember •
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Cl ear i ngmus tbedoneatt heappr opr i at et i me( s eeabo v ef orgui del i nes )andwi t hmi ni mal di s r upt i ont ot hec us t omer s .Cl ear i ngs houl dbe‘ par toft hepr oc es s’ andnotani nt er r upt i on t oi t Cl e ara wa yal l u nwa nt e do ru nu s edc u t l e r ywh enr e mo v i n g mat c hi ngc our s epl at es .I fagues thasno tus edt hei rmai n c our s ek ni f ef ori ns t anc e,i tmus tbec l ear edwhent hemai n c our s epl at ei sc l ear ed Cl eara wa yt hes i depl at eandt hes i dek ni f ewhenc l ear i ng awa yt hemai nmeal pl at e.Thi si scl ear edf r om t hegues t ’ s l ef t hands i des oasnott or eac hac r os si nf r ontoft hegues t Cl earawayany t hi ngt hati sunwant edorunus edont het abl e t hats t age
at
Cl eara wa yan yc ondi ment sas s oc i at edwi t ht hec our s et hati sbei ngc l ear ed.Thes al tand p ep pe rs hak e r s ,b ut t e rd i s ha ndbr e adba sk e ts hou l dbecl e ar edwhe nt h ema i nc ou r s e
i t emsar eb ei ngc l e ar e d.Youma yho we v er ,e l e ctt oc l eara wa yb r e adbo ar d sorba sk e t sas soonasbr eadhasbeenconsumed.Checkhousepr act i ceand adher et ot hat •
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Cl e ara wa yu nu s edord i r t yg l a s s wa r easa ndwh ennol o ng er r equi r ed.Don’ tl ett hem bui l dup Cl earawa yal l i t emsi nac c or danc ewi t ht hees t abl i s hment ’ s s t andar dsandpol i c i es .Thi sma yi nc l udedi r ec t i onsr egar di ng whe t herat r a ys houl dbeus edt oc ar r yt hes ei t emst ot he wai t er ’ sst at i ons ,orwhet herac l ot heds er v i c epl at ei st obe us ed,andwhe t herorno ti t emss houl dbec l ear edt ot he wai t er ’ ss t at i onord i r ec t l yt ot hek i t c henorbar .
Pr esent i ngandpr ocessi ngaccount s Nat ur al l yatt heendoft hedi ni ngex per i enc ec us t omer swi l l ber equi r edt opayf ort hei rf ood an db ev e r ag ei t ems . Thi swi l l beex pl ai nedi nmor edet ai l i nSec t i on6oft hi smanual .
Thankandf ar ewel lcust omer scour t eousl y Al l f oodandbe v er agegues t ss houl dbet hank edandf ar ewel l edcour t eous l y . Thi sappl i est or egul ar sandv i s i t or s ,bi gs pender sandt hec us t omerwhoj us tdr i nk sapo tof b ee ro rs q ua s ha ndea t sa ne nt r é e. Wemus tgi v eal l dr i nk er sanddi ner st her es pec tt he yandt hei rpat r onagedes er v e s:wi t hout t h es ec us t o me r sy o udon ’ tha v eaj ob ! The importance of the fare#ell
Thef ar ewel l i ngofc us t omer si sani mpor t antpar toft he s er v i c ec y c l eandonet hati sar guabl ymor ei mpor t antt han t hegr ee t i ngt hec us t omerr ec ei v esbec aus et hef ar ewel li s of t ent hel as tt hi ngt he yha v et or ememberusby . Yo us h ou l dal s obe ari nmi n dt h atma nyc u s t o me r swh o l eav eahos pi t al i t yv enue,l eav ewi t hnot hi ngbuthav epai d moneyf ort hatpr i v i l ege! T oi l l us t r at et hi s ,i tmeanst hatmos tpeopl el eav eapr oper t yaf t erhav i ngs l eptt her e,eat en t her e,dr ankt her eoraf t erat t endi ngaf unc t i onorent er t ai nmentev ent .Thi si st ot al l ydi ffer ent t omos tr et ai l s i t uat i onswher ec us t omer sl ea veha vi ngpai df orani t em t he yt ak ewi t ht hem andcanuseathome. Th ep oi n tb ei ngt h ent h att h ec us t o me r sma yh av ej us ts pen tas ub s t a nt i al a mo unto fmo ne y , andt henl ea vewi t hnot hi ngt os howf ori t ,e x ceptper hapsaf ul l s t omac h.Thes ef ac t s d l i hi f df l l
Fare#elling guests
Al l gues t ss houl dbef ar ewel l edi nac c or danc ewi t hes t abl i s hments t andar dsandpol i c i es . So mees t a bl i s hme nt sma yr eq ui r et h ei rs t a fft owal kt h ec us t o me r st ot heen t r a nc ean dh ol d t hedooropen,bef or et hank i ngt hem andbi ddi ngt hem f ar e wel l . Ot h ere s t a bl i s h me nt sma yr e qu i r eamo r ec as u al a pp r o ac hs uc hasas mi l e ,awa v ea nda s i mp l e“ Th an k sv e r ymu ch ”t ot h eg ues t sast h eyar ed ep ar t i n g. I tma ybes t an da r dp r a ct i c et owi s ht h em “ Go odda y ”o r“ Go odn i gh t ”a nd“ Wel o okf o r wa r dt o s eei ngy ouagai n” ,ors omes i mi l arphr as e. Wher eappr opr i at ey ouc oul dal s ooffert oc al l at ax i . I fi ti sr ai ni ng,es cor t i nggues t st ot hei rc arwi t hanumbr el l amaybepar toft hes er v i c eoffer ed. Anal t e r n at i v ema yb et ooff erac omp l i men t ar yc off eewh i l et hewea t h erc l e ar s . Wh at e v ert h es t a nda r do rp ol i c y , gu es t ss ho ul db ea ck no wl e dge dwh ent he yl ea v e.Th ei rfi nal e x pe r i e nc ewi t hy o umus tb eap os i t i v eon e.
T as kShe et4 . 4 1 I ti sar equi r ementoft hi sUni tt haty ouc ompl et eWor kPr oj ec t sasadv i s edbyy ourT r ai ner .You mus ts ubmi tdoc ument at i on,s ui t abl ee vi denc eoro t herr el ev antpr oofofc ompl et i onoft he pr oj ec tt oy ourT r ai nerb yt heagr eeddat e. 4. 1 T of ul fi lt her equi r ement so ft hi sWor kPr oj ec ty ouar eas k edt or es ear c hhowt or ec ei v e c us t omeror der si nc l udi ng: •
T y pesofgl as s war e,s er v i c ewar eandc ut l er ysui t abl ef ormenuc hoi c e
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St epsas s oc i at edwi t hadj us t i ngt hec ov er .
4 . 2 .Re s ea r c hh owt oc h ec kpr o du c ta nd / o rb r a ndp r e f e r e nc e swi t hc u s t o me ri nac o ur t e ou s manner ,i nc l udi ng: •
Howt oi dent i f yper s onal pr ef er enc es
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T y pe sofp oura ndc al l b r a nd sc ommon l yus edf orar a ng eo fa l c oh ol i cpr od uc t s .
4. 3 .Res ea r c hho wt op r o v i d ec l e ara ndhel p f ul r e co mme nd at i on so ri nf or ma t i ont oc us t o me r s ons el ec t i onoff oodordr i nk si nc l udi ng: •
I d en t i f yar a ng eo ff o odi t e msan dh owt or e c omme ndt h em
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I d en t i f yar a ng eo fb ev e r a gei t e msa ndh owt or e c omme ndt h em
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FoodandWi neCombi nat i ons,basedonanest abl i shment ’ sf oodandwi nemenu.
4. 4 .Res ea r c hho wt os er v ef oodan dd r i n kac c or di n gt oent e r p r i s er e qu i r e me nt sa ndper s ona l h ygi enes t andar ds ,i nc l udi ng: •
Col l ec t i ngf oodandbev er agesel ec t i ons
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Del i v er i ngi t emst ot het abl e
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Se r v i n gf o odan db ev e r a ge
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Chec k i ngc us t omers a t i s f ac t i on
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Off er i ngaddi t i onal f oodandbe v er age
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Cl ear i ngt abl es
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Pr es ent i n ga ndpr o ce ss i ngac c oun t s
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Tha nkandf ar e wel l c us t o me r sco ur t e ou sl y .
Pe r f or ma nc ec he ck l i s tf or T as kShe et4 . 4 1
0eceive customer or*ers? •
Pr o vi deg l as s war e,s er v i c ewar eandc ut l er ys ui t abl ef orme nuc hoi c e
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Adj us t i ngt hec ov er .
"ec- pro*uct an*/or !ran* preferences it" customer in a courteous manner? •
Per s onal pr ef er enc e
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Po ura ndc al l br a nd s.
.rovi*e clear an* "elpful recommen*ations or information to customers on selection of foo* or *rin-s; if reuire*? •
Rec ommend i ngFoo d
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Rec ommendi ngBev er ages
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FoodandWi neCombi nat i ons.
Serve foo* an* *rin- accor*ing to enterprise reuirements an* personal ")giene stan*ar*s? •
Col l ec t i n gf oodandbe v er ages el ec t i ons
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Del i v er i ngi t emst ot het abl e
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Se r v i n gf o odan db ev e r a ge
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Chec k i ngc us t omers at i s f ac t i on
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Off er i n ga ddi t i o na lf o oda ndb ev e r a ge
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Cl ear i ngt abl es
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Pr es e nt i n gan dp r o c es s i n gac c ou nt s
hank and farewell custoers courteously.
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C/&T'&T0 1 . Di ff er e ntFo ods er v i c es t y l e s 2 . Ge ner a ls er v i c epr i n ci p l es 3. Sequenceofser vi ce 4. Handl i ngguest swi t hspeci alneeds 5. Wi neknowl edgeandser vi ce 6. Banquetser vi ce 7 . Fo ods a f e t ypr i n c i p l e s
A(('((M'&T C$%T'$%A0
1.Bi l l sar epr epar eandpr oc es s edac cur at el yi ncoor di nat i onwi t hcas hi er . 2. Amountduei sver i fiedwi t hcust omer . ar eaccept edandr cas p h ayment s e ce i pt sa r ei s sue d. 3. Cashandnon4.Changear egi venasr equi r ed. -. Requi i scompl et edi nac c or danc ewi t hent er pr i s epol i c y. r eddocument at i on C/&D%T%/&(0 (tudent1 trainee must e rovided with the following0
Cas hPay ment
Noncashpay ment s
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Paymenti nnot esand
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c oi ns Pa ymenti naf or ei gn
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c u r r e n c y Cal c ul at i ngc ur r enc y e x c h an ger a t e s
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Rec ei p t sI s s ue
Debi tandc r edi tc ar ds Che c k s( Per s ona l , busi nes s,t r av el er s ) I n ho us ev ou ch er s Char gest ocompany a c c ou nt s
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I s sui ngr ec ei pt svi ac as h
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r egi s t er / t er mi nal I s s ui nghandwr i t t en
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r ec ei pt Compl y i ngwi t hl egal r equi r ement sofhos t c ount r yt opr ov i der ec ei pt
M'TH/D/5/3)
A(('((M'&T M'TH/D0 Mod
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view 6oral1 #uestionnaire7 'lec
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tronic learning •
%nter
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ervation %ndu
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De
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viewing
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monstration of -ractical ("ills Writt en e9amination
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Learning Outcome # Pro)# (*'#!" ! r#)#(" Learning Activities
Special Instructions
This 5earning /utcome deals with the develoment of the %nstitutional Cometency 'valuation Tool which trainers use in evaluating their trainees after finishing a cometency of the #ualification. 3o through the learning activities outlined for you on the left column to gain the necessary information or "nowledge efore doing the tas"s to ractice on erforming the re#uirements of the evaluation tool. The outut of this 5/ is a comlete %nstitutional Cometency 'valuation -ac"age for one Cometency of Food and Beve$a%e Se$v*.e/ NCII. )our outut shall serve as one of your ortfolio for your %nstitutional Cometency 'valuation for P$ov*de "ood and #eve$a%e /e$v*.e/ !o %e/!/1 8eel free to show your oututs to your trainer as you accomlish them for guidance and evaluation. This 5earning /utcome deals with the develoment of the %nstitutional Cometency 'valuation Tool which trainers use in evaluating their trainees after finishing a cometency of the #ualification. 3o through the learning activities outlined for you on the left column to gain the necessary information or "nowledge efore doing the tas"s to ractice on erforming the re#uirements of the evaluation tool. After doing all the activities for this 5/E0 Pro)# (*'#!" ! r#)#("; you are ready to roceed to the ne9t 5/F0 )o!)/u# $oo #r)# ! )/o# o8! !! r#1
I nf or mat i onShee t4. 5 1 St or eandha ndl ef oodssa f e l y
19 ompl) it" personal ")giene stan*ar*s Cont ami nat i oni sat er my ouwi l l heari nal l f oodout l et s .Thi smeanst hats af ef oodhas be co mes po i l edbe ca us eofh owi twa sha ndl e d,pr e par e do rs t or e d.
&ollo ")giene proce*ures An ybodywhowor k swi t hf oodord r i nk smus tf ol l o wt hehi ghes tpos s i bl eper s onal h y gi ene s t andar ds .Thi si soneoft heeas i es tandeffec t i v ewa ysofmak i ngc er t ai nt hatf oodor dr i nkdoesno tbec omec ont ami nat edb ybac t er i a( ger ms ) ,ph y si c al obj ec t s( br ok e ngl as s , ba nda i d)o rc he mi c al h az ar d s. Ensur eper sonalhygi enemeet sr equi r edst andar dsatt hebegi nni ngofanddur i ng e ac hs hi f t
Per s onal h y gi enepl a y sani mpor t antpar ti nc r eat i ngagoodpubl i ci mage,aswel l as pr ot ec t i ngt hes af et yofourgues t s . Ata l l t i me s,y o umu s tb ea war et ha tt h eh uma nb odyha r bo ur sge r msan db ac t e r i a.Ap ar t f r om t hi s ,y ouwor kc l os el ywi t hc us t omer sandot hermember sofs t aff.I fy oul ookc r i s p, c l eanands mar tt hec us t omerwi l l k nowt haty ouc ar r yt hatpr i det hr ought ot hewa yt he pr e mi s esi sk ep t .L i s t e db el o w ar ewa y st omak es ur ey o umee tt h eh i gh es ts t an da r d so f pe r s on al h y gi e ne : •
T ak eda i l ys ho wer s
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Wearc l eanc l ot hesdai l y
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Ha v ec l e anan dn ea th ai r
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Ha ves hor t ,c l eanfi ngernai l s
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Cl eany ourt ee t hr egul ar l yandens ur et he yar ei ngood c ondi t i on Ke epan yop enc ut so rwo un dsc o v e r e dwh i l eatwo r kb yus i n g awa t e r p r o ofc o v e ro v e rab an da ge
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Dono ts mo k ene arf o odan db ev e r a gepr e pa r a t i o na r e as
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Washhandsonar egul arbasi s.
Ensure hands are #ashed #hen re!uired
Was hi ngy o urh and so nar eg ul a rb a si si st h emo s te ffe c t i v ewa yt or e du ceh y gi en er i s k s i nt hewor k pl ac e.I ti ses sent i al t hats t affwas ht hei rhandsaf t ereat i ng,s mok i ng,handl i ng gar bage,handl i ngahandk er c hi efort i s s ueorus i ngt hebat hr oom.
+an* 5as"ing Tec"niue 1 . Ri n s eh an dsun de rh otwa t e r .We ta l l s u r f a c es . DO NOTUSEf oodorbever agepr epar at i onsi nkst owashhands.
2. Us eanant i bac t er i all i qui ds oapf r om adi s pens er . DO NOTUSEabarofsoapasi tcanspr eadbact er i aandr econt ami nat e hands. 3. Lat herupyourhandsandscr ubt hem pal mt opal m.
4 .I n t e r l ac ey o urfi ng er swh i l ey o uc on t i nu et or uby o urp al mst o ge t h er .
5 . Co nt i n uet ol a t h ery o urh an dsb yr u bb i n gy o urp al mso v e rt h eb ac ko fe ac h hand.
6 . Ru bt h et i p so fy o urfi n ge r s ,o ne ac hha nd ,i n t oy o urp al ms .
7. Scr ubyourt humbswel l .
8. Cl eanyourwr i st s.
9. Ri nseyourhandswi t hhotwat er .
+an* 5as"ing Tec"niue 10.Dr ywi t hpapert o wel orh otai rdr y er . DO NOTUSEc l o t ht o we la si th ol d sb ac t e r i awh i c hc a nr e c o nt a mi n at e hands. 1 1.Us et h ep ap ert o we lt ot ur nofft h et a p.
Ensure uniform is cleane* regularl) an* t"at protective clot"ing is orn as reuire* /niforms
Wear i ngac l eanuni f or mi snotonl yhy gi eni cbutal s opr o vi desan i mageofpr of es s i onal i s mt ot hec us t omer . Wear i ngac l eanuni f or mi samus tf oral l s t affandman yout l e t s s uppl yandc l eanuni f or msf ors t aff .Ther ei sno t hi ngmor e di s t r ac t i n gf o rt hecu st o me rt ha ns e ei n gas t a ffmemb erwh on ot on l yl oo k sb uts mel l sun c l ea n.I fas t a ffmemb erc an no tk e ep t hems el v esandt hei runi f or mc l ean,i tl eadscus t omer st obel i ev e t hatf oodandbev e r agei sal s ok epti nanunc l eanandunh y gi eni c manner . Al l as pec t sofy ouruni f or m mus tbegi v enat t ent i oni nc l udi nghat s , j ac k et s ,s hi r t s ,bl ous es ,s oc k s ,ands hoesandanyot heruni f or mr equi r ement s . Asaba si cmi n i mu mr e qu i r e me nts t a ffa r er eq ui r e dt owea rac l ea nu ni f or mf o re ac hd ayo f wor k. )rotective clothing
Foranyser v i c es t affi nv ol v edi nanyas pec toff oodpr epar at i onawi dev ar i et yofpr ot ec t i v e c l ot hi ngi swor ni nc l udi nghat s ,gl as s es ,mas k s,hai rne t s ,apr ons ,nec ks c ar v esand gl ov es . Thi spr ot ec t i v ec l ot hi ngi sdes i gnedandwor nbys t afff ort wok eyr eas ons : •
I mpr o v es t affs af e t yandr educ ei nj ur y
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Keepf oodandbe v er agecl earf r om h y gi eni cr i s k s
(loves
Gl o v e sa r ec o mmo nl ywo r ni nmo s tf o odp r e pa r a t i o na nds e r v i c ea r e as . Us edi ffer entc ol our edgl ov esi ndi ff er entar eas .Donotmov ef r om t het oi l ets ec t i ont ot he k i t c he no rr o omsu s i n gt h es amegl o v es . Gl
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c i fi ca
k e tf t ht
l
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Al wa y swea rgl o v eswh enc l e ani n gt oa v oi ds pr e ad i ngorc at c hi ngdi s ea s e.
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Donothandl ef oodandmoneywi t ht hesamegl oves.
69 +an*le foo* accor*ing to foo* safet) program I nSec t i on3oft hi smanual anumberoff oods af et ypr ac t i c eswer edet ai l ed.Thi ssec t i on wi l l e x pl or eho wt ohandl eanddi s pos eofus edi t emsi nt heappr opr i at emanner .
%ispose of leftover foo* accor*ing to ")giene regulations an* enterprise practice Th r o ug hou tt h ed i n i ngs es s i o na nda tt h ee ndoft r ad ey o uma yb er e qui r e dt od i s po seof l ef t ov erf oodus eddur i ngs er v i c e. Cor r ec t l ydi s pos i ngoft hes ei t emshel pst omai nt ai nf oods af et yandt heoper at i onal eff ec t i v enes soft hepr oper t y Whenev erf oodhandl er shandl er ubbi s h,i ti sal egal r equi r ementt hatt heywas ht hei r handspr oper l ybef or ehandl i ngf oodorf oodi t ems / ut ens i l sagai n. .%giene regulations
I nt er mst her equi r ement sofs af ef oodhandl i ngnof ood orbe v er a ge st ha tar er e t u r n edf r o m ag ue s tc anber e us ed.The ymus tal l bet hr o wnout . Foodt hati sl ef tov eri nt er msofpor t i onc ont r ol l ed but t er s ,s ugare t c .c anber eus edpr o vi di ngt hepac k age ha sn otb eenda mag ed,i tl o ok spr e se nt a bl ea nd( f o r hi ghr i s kf ood)hasno tbeenst or edi nt heTemper at ur eDangerZonef orl ongert han4 h o u r s . But t er sanddai r ypr oduc t smus tbes t or edunderr ef r i ger at i onat5º Corbel ow. Pr opr i et ar ysauc esi nt hebot t l ec anal s ober eus edpr o vi di ngt hebo t t l e,nec kandc apar e c l e an ed . Sa l ta ndpe pp eri ns hak e r sc ana l s ob er eus ed . &eft over food
Thek i t c henwi l l ber es pons i bl ef ordeal i ngwi t hl ef tov erf ood.Thati s ,f oodt hathasbeen di s pl a y edf ors al ebutwhi c hhasno tbeenser v ed. I ti sper f ec t l yl egal t or eus el ef tov erf oodpr ov i dedt heappr opr i at es af ef oodhandl i ng pr ac t i c esar ef ol l owed. Yourr ol ema yi nc l uder e t ur ni ngt hes ei t ems ,f r om bai nmar i esorbuff ett abl es ,t ot he k i t c henf orpr oc es si ng
Thebas i c si nr el at i ont odeal i ngs af el ywi t hl ef tov erf oodsar e: •
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Nohi ghr i s kf oodsc anber eus edi ft he yha v es pent4hour sormor ei nt he t emper at ur eDangerZone( 5º C–60º C) .Hi ghr i s kf oodsar ef oodst hatar ehi ghi n pr ot ei nandi nc l udeal l meat s ,poul t r y ,s eaf oodanddai r ypr oduc t s Foodst hatar el ef tov ermus tbec ov er ed,l abel l edandr ef r i ger at edandk ept r ef r i ger at edunt i l nex tr equi r edf ors er v i c e Lef t ov erf oods houl dbeus edfi r s tatt hene xts er v i c es es s i on–s t oc kr ot at i oni s i mp or t a nt Lef t ov erf oodt hati st obes er v edhots houl dber eheat edpr i ort os er v i c et o75º Cf or onemi nut e Wher eanydoubtex i s t saboutt hes af et yoft hef oodt hati sl ef tov er ,i ts houl dbe di s c ar ded.
Enterprise re!uirements
Eac hpr oper t ywi l l ha v ei t sownpr oc edur esandr equi r ement sf or deal i ngwi t hl ef t ov er sanddi s pos abl es . Opt i onsi nc l ude: •
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Thr owi ngoutal l l ef t o verf ood.Somepr oper t i esha veas t andi ng r ul et hatr equi r esal l l ef t ov erf oodt obedi s pos edof Al l owi ngs t afft oeati t emst hatar el ef tov er .Somepr oper t i esma y al l ows t afft ot ak el ef t o verf oodhomewi t ht hem butt hi sshoul d no tbee x pec t ed.Chec kwi t hyours uper v i s orfi r s t Requi r i nghi ghc os ti t emst obes t or edf orl at erus ebutal l owi ng l o wc os ti t emst obet h r o wno ut .Th i sma yme ant h atmea td i s he s ar esa v edwhi l ev ege t abl esar edi s c ar ded Se pa r at i n gd i s pos ab l e sf r o mf oo dwa s t e .
>9 Maintain t"e or-place in a clean an* ti*)
Whi l s tt hefi r s tandl as ts ec t i onsoft hi smanual f oc usonc l eani ngaf oodandbe v er age out l etatt hes t ar tandt heendofs er v i c e,i ti si mpor t antt hatanyout l etr emai nscl ean t hr oughouts er v i c e.Whi s tt hi sma yseem har dt oac hi e v e,es pec i al l ywhent i mesar ebus y an dc us t o me r sha v ema nyr e qu es t swh i c hmus tbeha nd l edi mme di at el y , i ti ses s en t i a l t hatdi r t yobj ec t sandar easar ec l eanedi nat i mel ymanner . Thi si snotonl yi mpor t antf r om ahy gi eni cpoi ntofv i ew,butal s of r om ac us t omers er v i c e per s pec t i v e.
Or gani z at i onal pol i c i esandpr oc edur eswi l l hi ghl i ghtt hec or r ec ts t epsi nc l eani ngeac h out l etandex pl ai nhowt ok eepy ourwor k pl ac ef r eeofc l ut t erorc ondi t i onst hatal l ow ba ct e r i aan dv e r mi nt ot hr i v e .Ma nag eme ntan ds t a ffmu s t : •
Regul ar l yc l eanandmai nt ai nt hepr emi s es
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Cont r ol pes t sa ndv er mi n
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I mpl ementadai l yc l eani ngsc hedul e
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Ma i n t a i na ndc l e ane qu i p me nt( ma k i n gs u r ea ny equi pmentus edf ors t or i ngorhol di ngho torc ol df ood i sk eptatt her equi r edt emper at ur e) Mai nt ai nf oodorbe v er agepr epar at i onands er v i c e ar easatt hehi ghes ts t andar dofhy gi ene
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Fol l o wc or r ec tf oods t or agepr oc edur es
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Fol l o wc o r r e ctg ar ba ger e mo v al p r oc e dur e s
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Fol l o wy ourwor k pl ac e‘ nos mok i ng’ r equi r ement s
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Dono ts mok ei nf oo dp r e par at i o na nds t o r a gear ea s.
leaning Youma yorma yno tb er equ i r e dt ocl e andi s he so rg l a ss es t hatha v ebeenus edaspar toft hes er v i c epr oc es s .Ther ei s awi dev ar i at i onbet weenpr emi s esi nt hi sr egar d. So mebu si n es s eswi l l s i mpl yas ky out oc a r r yt heus edi t e ms bac kt oei t hert hek i t c henorbarandoff l oadt hem.Anot her s t affmemberwi l l handl et hi ngsf r om t her e. Somepr emi s eswi l l r equi r ey out ooff l oadt hem andempt ygl as s es( o fi c e,s l i c esof l emon,dec or at i ons ,r emai ni ngl i qui det c . ) ,andc l earpl at esi nt oabi norwas t edi s pos al uni t . Ot herpr oper t i eswi l l r equi r ey out ounder t ak et heent i r ec l eani ngpr oc es sf orc r oc ker y , c ut l er y ,gl as swar eet c . (lasses and glass#are
Th eb as i cpr o ced ur ei st ous eagl as swa shi n gma c hi n ewi t ht h ep r oc ed ur ebei ng : •
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Emp t ygl as s esando t hergl as si t emsofal l c ont ent s Loadt hegl as s esi nt oagl as swas hi ngt r a y–t he yha v e t ob ep uti nups i dedo wn Wa s ht h eg l a s s esi nt h ema c hi n ewh enr e qu i r e do r whent het r a ysar ef ul l .Us et hewas hc y cl epr ef er r ed b yt h ee s t abl i s hme nt
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T ak et hegl as sesoutoft hemac hi neandei t heral l owt oai rdr yorhandpol i s h a cc or d i n gt oh ous er eq ui r emen t s Putt hec l eangl as s war ei nt hei rnomi nat eds t or agear easr eadyf orus e.
Poi nt st ono t er egar di ngt hegl as swas hi ngmac hi near e: •
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Th ec or r ec twas hc y c l ei sc ho se n–wh er eo pt i o nse xi s t Nos l i c esofl emone t c .ar eal l owedt obl oc kupt hepl ughol ei nt hegl as swas hi ng machi ne Th et e mp er a t u r eo ft h ewa t e rb ei n gu s edi sami n i mu mo f7 0º C Themac hi nei sbei ngs uppl i edwi t ht heappr opr i at egl as swas hi ngde t er gent , appr opr i at el ydi l ut ed( wher eappl i cabl e) .
Crocker% and cutler%
Mostpr emi sesuseadi shwashi ngmachi net owashcr ocker yandcut l er yandmachi nes pec i fi ct r ai ni ngs houl dbepr o vi dedt oy ouont hej ob. Thebas i cc l eani ngpr oc edur ei s : •
Remov ev i s i bl ef ooddebr i s ,f ore xampl e,s cr apet hepl at es
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Ri n sewi t hwa r m wa t e rt or e mo v el o os ed i r t
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Washwi t hadet er gent
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Ri n sea gai nt or emo v et h ed et er g enta ndd ebr i s
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Appl yas ani t i s er .Sani t i s er sar ec hemi c al sdes i gnedt ok i l l bac t er i a
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Ri ns et or emo v et hes ani t i s er
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Al l owt oai rdr y .
Ai rdr y i ngi st hepr ef er r edopt i onasi tel i mi nat esus i ngac l ot ht odr ysur f ac es ,whi c hmay i nadv er t ent l yi nt r oduc ebac t er i at ot hes ur f ac et hathasj us tbeenc l eanedands ani t i s ed. Thepr oc edur ef orwas hi ngeat i ngut ens i l sanddi s hesbymac hi nei sasf ol l o ws : •
Sc r apeandr i ns ei t emspr i ort os t ac ki ngi nt r ay s.Us et her i ghtr ac ksf ort her i ghti t ems
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Washf orami ni mum of60secondsatat emper at ur ebet ween66° Cand71° C
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Ri n sef o rami n i mu m of1 0s ec on dsa tat empe r a t ur eofatl e as t7 7° C.
I ns omeci r c ums t a nc est h er ewi l l b en od i s hwa shi n gma ch i n e.Thi si sc ommoni nsmal l bus i nes ses ,andi ti squi t el egal t ous eadoubl ebowl s i nkpr o vi di ngc er t ai nr equi r ement s a r eob s er v e d. Wh enus i ngad ou bl ebo wl s i n kt owa shea t i ngut e ns i l san ddi s he s: •
Onebo wl mu s tc on t a i nwat erat4 5° Ca ndde t e r g en t ,f orwas hi ng
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Onebo wl mu s tc on t a i nc l e anwa t era tami n i mu mo f7 7° Cf o rs an i t i s i ng Sani t i s i ngmus ti nv ol v es oak i ngt hei t emsf orami ni mum of3mi nut es–i ti snot ac c ep t abl et oj us tr unho twat ero v eri t emst or emo v et hes uds At her momet ermustbeonhandt ocheckwat ert emper at ur e.
I t emsmus tonc eagai nbel ef tt oai rdr y ,whi c hmeansdr ai ni ngandl ea vi ngt odr ywhi l e ho t .T eat o we l smus tno tbeus ed . Oper at or smus tmak es ur et hatdet er gent sandsani t i s er sar edi l ut edac c or di ngt o manuf ac t ur er ’ sr ec ommendat i ons ,andt hatal l o t hermanuf ac t ur er ’ sadv i c ei sadher edt o. I fy o uar en ots ur eho wt ou set hedi s hwa sh erwh er ey o uwo r k ,orn ots ur ea bou twh at de t er gentt ous ef orwhatj ob,orhowmuc ht odi l ut ei t–as k !
%isposing of %isposa!les Di s pos abl esar e‘ s i ngl eus e’ i t ems . Th es ea r ei t emsi n t en de df o ron eu seo nl y ,af t e rwhi c ht he yc an no tb er e us e da ndmu s t bedi s c ar de d. Di s pos ab l e sma yb eu se da sp ar to fe at i ndi ni n gb ut ar emor epr e v al en twhe r et a k ea wa yf o odsa l e soc c ur . Ex ampl eso fdi s pos abl ei t emsi nc l ude: •
Pl as t i cc ut l er y
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Dr i nk i ngs t r aws
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Papers er v i et t es
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Cont ai ner sf ors er v i ngt ak eawa yf oods uc hasal umi ni um f oi l andpl as t i ccont ai ner s , t ak ea wa yc off ee,mi l ks hak eandot herdr i nkc ont ai ner sandpi z z abo x es .Thel i dst o an yt ak eawa ycont ai ner sar eal s oi nc l uded.
%ispose of rec)cla!le items Ma nypr o per t i esha v ea dop t e dp ol i c i e st h ate na bl et h em t ob ec omeen v i r on men t al l y r es pons i bl e. Thebas i sf ort hes epol i c i esr ev ol v esar oundt heneedt o: •
Redu ce-a sk i n gpe op l et og ene r a t el es swas t e
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Reus e-enc our agi ngt heus eofapr oduc tmor et hanonc ebef or ei ti sdi s c ar ded
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Rec y c l e-s ugg es t i ngt h atp r odu ct sc anb er e mad ei nt os ome t h i n ge l s e.
Thes epol i c i esc anappl yno tonl yt of oodandbev e r agei t emsbutt oal l was t epr oduc edb y t hevenue.
I nr el at i ont oac t ual f oodandbev er agest her ei sl i t t l et hatc anbedonei nt hewayof r ec y cl i ng.Thes ear eus ual l ydi s pos edi nt he‘ nor mal ’ wa yus edbyt hepr oper t yt ogetr i dof i t swas t e. I ns omeca se sso f tf o odsc r a psma ybepu tt h r o ug hawas t edi s po sal un i tt or ed uc esp ac e o c c up i e d. Howev er ,i ti st het r eat mentofmat er i al sus edt os uppl yr aw i ngr edi ent st ot hepr oper t ywher et hec onc eptofr ec yc l i ng ar i s es . Theac t i v i t i esof‘ Reus e’ and‘ Reduc e’ f al l out s i det heai m of t hi suni t ,but‘ r ec y cl i ng’ i nv ol v est hes or t i nganddi s pos al of was t e,andsome t i mesi t sc l eani ngpr i ort os epar at i onand r ec y cl i ng. Cur r entwas t emanagementpr ac t i c esi nc l udet hesor t i ngofwas t ei nt ot hef ol l owi ng c at egor i esi nor dert of ac i l i t at er ec y cl i ng: •
Pa pe r–c a r d bo ar d ,n ews p ap er san dc a r d bo ar dc on t a i n er s
•
Pl as t i c–s of tdr i nk ,mi l k ,j ui c eandc or di al bot t l esandpac kagi ng,bags
•
Gl as s–bo t t l es( c l ear ,gr eenandamber ) ,j ar sandc l ears auc ebo t t l es
•
St e el c a ns–f o odc a nsan da er o s ol c a ns
•
Al u mi n i u m –c a nsan df o i l
•
Fo odwa s t e–u nu s ab l ewa s t es c r a ps ,t r i mmi n gsan dp l a t ewa s t e .
Asagener al r ul e,i t emsf orr ec y c l i ngs houl dbec l eaned( was hedorr i ns ed)andfl at t ened r eadyf orc ol l ec t i on.Eac hc at egor yofr ec y cl abl ewas t es houl dbes t or edi nas epar at e c ont ai nerf oreas eofpi c k up,andt opr omo t eeas eofpr oc es s i ng. Pr emi s ess houl dal way schec kwi t ht hei rl oc al c ounc i l t oi dent i f yanyl oc al r equi r ement s t hatmi ghtappl y .
%isposing of cleaning c"emicals Ase nv i r onment al c ons i der at i onsha v ebec omei nc r eas i ngl yi mpor t ant ,s ot oohasc onc er n o vert hedi s pos al ofc hemi c al sgai nedi ns i gni fi c anc e. Th er ewi l l b ean eedt od i s pos eo fc l e ani n gc he mi c al swhe n: •
•
•
Chemi cal shavebecomedat ed Cont ai ner sha vel os tt hei rl abel sandy oudon’ tk nowwhat ’ si ns i de –r at hert hangues si ngatwhati ti sandr i s kus i ngi ti nappr opr i at el y a ndun sa f el y Youdec i det odi s c ont i nueus i ngacer t ai npr oduc t .
Thi sdi s pos al ofc hemi c al smus tbedonesaf el yandac c or di ngt osaf een vi r onment al pr ac t i c es–t hi smeans : •
Cl e ani n gc he mi c al smus tn otbepo ur eddo wnt hes i nkorg ul l yt r a p
•
Cl e ani n gc he mi c al smus tn otbet h r o wnou twi t hno r ma lr u bbi s h.
9 ompl) it" or-place measures to prevent pests entering t"e premises Cont ami nat i onoff oodandbever agei sacommonconcer nf oranyf oodandbever age out l etandi sav er yser i ousi s sue. Notonl yc ani tl eadt opot ent i al deadl yi l l nes sf orc us t omer s ,i tc anal s or es ul ti nl ar ge c ompens at i onc l ai ms ,l os so fbus i nes sandr eput at i onandunnec es s ar ys t r es sf oral l concerned. Thegoodne wsi st hath y gi ener i s k sc aneas i l ybeel i mi nat edandc ont r ol l edb y es t abl i s hi ngandf ol l owi ngs t r ai ght f or war dandeas yhy gi eni cpr ac t i c es .
I*entif) !acterial an* ot"er contamination foo*:!ase* ")giene ris-s ,irect and indirect contamination
Ther es ul t soff oodc ont ami nat i oncanbever ydi s t r es s i ngf oran y onewhohas e x pe r i e nc e di t .Wh er ea ndh owc a nc o nt a mi n at i o no c c ur ? Fo odb ec o me sc o nt a mi n at e dei t h er : •
•
Di r ec t l y–bycomi ngi nt odi r ec tc ont ac twi t hanot herbac t er i ac ont ami nat edf oodi t em I ndi r ec t l y–t hebac t er i ai st r ans f er r edt ot hef oodv i aequi pments uc haskni v esor pr oc es sor s ,c ut t i ngboar ds ,f oodhandl er sorc ut t i ngboar dst hatha vec omei nt odi r ec t c ont ac twi t ht hec ont ami nat i on( i ns ec t s ,ani mal s ,bi r ds ,r odent s ,dus t ,r ef us eand was t ef oo d) .
I*entif) ")giene ris-s presente* !) inappropriate storage of foo*s Mo s tf oodc on t a mi n at i o no cc ur swh enf o odi se xp os edt op ot e nt i al c ont ami nant sl oc at edout s i det hef oodpac k agi ngi nc l udi ng t emper at ur e,dus t ,di r t ,ai ra nddi r t ys ur f ac es . Mos tor gani z at i onsr equi r eanyf ooddel i v er y ,whet herar r i v i ngatt he l oadi ngdoc ks ,k i t c hensorout l et s ,t obes t or edi nat i mel ymanner . Notonl ydoest hi sr educ et her i s koft hef tbutens ur esf oodi skept andmai nt ai nedi nac l eanar eaatt her i ghtt emper at ur e.
I*entif) ")giene ris-s presente* !) poor cleaning practices )ersonal h%giene and cleaning
Commoncausesofcont ami nat i oni ncl ude: •
•
•
•
St affwhodi dno tmai nt ai nappr opr i at el e v el sof per s onal hy gi eneb ywear i ngdi r t ycl ot hes ,wear i ng j ewel l er y ,havi ngdi r t yandl ongfi ngernai l s ,l et t i ngt hei r hai rgetdi r t yandnott y i nghai rbac k St affwh od i dno twas ht h ei rh and sb ef or et o uc hi n g f ood,af t erus i ngt hebat hr oom,t ouc hi ngt hei rbodi esors mok i ng St affwh oc o ugh edors ne ez edwh i l epr epa r i n go rs er v i n gf o od St affwhopr epar edors er v edf oodwhi l es i c kwi t hg as t r i coran yc ont agi ousdi s eas e, s uc hass ev er efl uorhepat i t i s .
Cleaning of #ork area
Man ys t affper f or mc l eani ngdut i esaspar toft hei rpos i t i on.Howev erqui t eof t ent he c l e ani n gme t ho dsus edar eno ts uffic i e nte nou ght oc l e anf oodpr e pa r a t i o n,c oo ki n ga nd di s pl a yar east oas t andar dt hatel i mi nat esf oodc ont ami nat i on. Co mmo nc a us e sofc o nt a mi n at i o nd uet op oo rc l e an i n go fwo r kar e ai n c l u de : •
Cl eani ngwi t hdi r t ycl ot hs
•
Cl eani ngwi t hi nappr opr i at ec l eani ngagent s
•
Cl eani ngme t hodno tappr opr i at e
•
No tal l s ur f ac esar ec l eanedpr oper l y .
I*entif) ")giene ris-s presente* !) vermin an* pests Ver mi nandpes t sma yi nc l udei ns ec t s ,ani mal s ,bi r ds ,r odent s .I nbr i ef ,v er mi nandpes t s c anno tc aus ec on t ami nat i oni ft he ydono tc omei nc ont ac twi t hf ood. Ther ef or ei ti sar equi r ementt hatf oodi skepti ns ec ur el oc at i onswhennotbei ngs ol d s uc hasi nf r i dges ,f r eez er sanddr yst or agear eas .I nt hes ear easi si ti mpor t antt oens ur e: •
Sur f ac esar ec l ean
•
Foodi sk ep toft hefl oor
•
Do or sar ec l o s ed .
Qui t eof t enf oodi sdi s pl a yedi nopenar easwi t hi nanout door f oo da ndbe v er a geou t l e t .I nt he sec as esf oo dmus tb e c ov er edut i l i z i ngav ar i et yofc ov er i ngsi nc l udi ng: •
Pl as t i corf oi l wr apandc ov er edc ont ai ner s
•
Fl ycov er s
•
Di s pl a yc abi net s .
C9 I*entif) an* report in*icators of pest presence Al l f oodes t abl i s hment sandf ac i l i t i esmus tbemai nt ai nedand op er at e ds oa st op r e v en tt h ee nt r an cean dh ar b or ag eo f v er mi n. Al l f oodout l et sf ac et hr eec hi efpes tc onc er ns : •
I ns ec t s–c oc k r oac hes ,fl i es
•
St or edpr oduc tpes t s–wee vi l s
•
Rodent s–r at sandmi ce.
Unde rn oc ur c ums t a nc esi si ta cc ep t a bl et ha tv e r mi na r epr e se nti naf o oda ndbe v er a ge es t abl i s hment . Ver mi nar es t r i c t l yi l l egal i nal l ar easoft hees t abl i s hment ,whi c hi nc l udest hek i t c hen,f ood o re qu i p me nts t o r a ger o oms ,r e s t r o oms ,e mp l o y e el o c k era ndb r e akr o oms ,c u s t o me r s er v i c eands eat i ngar eas ,t r as hs t or agear easande xt er i orpr emi s es .
%angers of vermin They ' r ei l l egal notbec aus et he yar euns i ght l y , butmai nl ybec aus et he yar ek nownc ar r i er s ofn ume r ou sd an ge r ou sd i s ea se sc au s i n gmi c r oor g ani s mst h atc anbet r a ns mi t t edt oy ou r f oodandf oodc ont ac ts ur f ac es ,pot ent i al l ycaus i ngas er i ousf oodpoi s oni ng.The yal s o c ont ami nat et hef oodwi t ht hei rhai r ,f aec al dr oppi ngs ,ur i ne,s al i v a,bodypar t sand gener al fi l t h. Al l t y pesoff oodf ac i l i t i es ,ev ent henewes t ,ni c es t ,mos tex pens i v e,el egantr es t aur antc an bec omei nf es t edwi t hv er mi n.I ti sf ai r l ycommonbec aus ear es t aur antes pec i al l y ,i san i deal env i r onmentf orc oc k r oac hes ,r at s ,mi c e,fl i esandot herv er mi nandpes t st ot hr i v e i n.
I*entif)ing vermin Ver mi ni naf oodf ac i l i t yi sav er yser i ouspr obl em andapubl i cheal t hdanger ,ands houl d b ei mme di a t e l yr e po r t e dt oma na ge me nt . Co mmo ns i g nst h atv e r mi na r ep r e s en ti n c l u de : •
Vi s ual s i ght i ngofc r e at ur es
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Si ght i ngofdr oppi ngs
•
Bi t ema r k so rh ol esi nf o odan dbe v er ag ei t e mso rp ac k ag es .
ontrolling vermin Th i sma nu alh asi d en t i fi e dma nyf o odan db ev e r a geha nd l i n g pr ac t i c eswhi c hgoal ongwa yt opr e v ent i ngv er mi nf r om becomi ngamaj orpr obl em i naf oodandbever age es t abl i s hment . Th er ear ean umb ero fwa y si nwh i c hv er mi nc anbec on t r ol l e d i nc l udi ng: •
Goods ani t at i onpr ac t i c es
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Ro de nta ndi n s ec tp r o ofi n g
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Ex t er mi nat i onandi ns ec t i c i det r eat ment .
Tas- S"eet 89:1 t is a reuireent of this 0nit that you coplete )ork *ro&ects as advised by your rainer. 1ou ust subit docuentation, suitable evidence or other relevant proof of copletion of the pro&ect to your rainer by the agreed date.
5. 1 T of u l fi lt her eq ui r e me nt soft h i sWor kPr o j ec ty o ua r ea sk e dt or e sea r c hh owt o c ompl ywi t hper s onal h y gi enes t andar dsi nc l udi ng: •
•
Hy g i e nep ol i c i esan dp r o ce dur e s Ens ur euni f or mi scl eanedr egul ar l yandt hatpr ot ec t i v ec l ot hi ngi swor nas r equi r ed.
5. 2 .Res ea r c hho wt oh an dl ef o oda cc or d i ngt of o ods af e t ypr og r am i n cl u di ng : •
Di s pos eofl ef t ov erf oodac cor di ngt oh ygi ener egul at i onsandent er pr i s e pr ac t i c es .
5. 3 .Res ear c hho wt omai nt ai nt hewor k pl ac ei nac l eanandt i dyor deri nc l udi ng: •
Cl e an i n gt obec omp l e t e d
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Di s pos i ngofDi s pos abl es
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Di s pos i ngofr ec y cl abl ei t ems
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Di s pos i ngofc l eani ngc hemi c al s .
5 . 4 Re s ea r c hho wt oc omp l ywi t hwo r k p l a c eme as u r e st opr e v e ntp es t se nt e r i n gt h e pr emi s es ,i nc l udi ng: •
I dent i f ybac t er i al andot herc ont ami nat i onf oodbas edhy gi ener i s ks
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I dent i f yhy gi ener i s kspr es ent edbyi nappr opr i at es t or ageoff oods
•
I dent i f yhy gi ener i s kspr es ent edbypoorc l eani ngpr ac t i c es
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I dent i f yhy gi ener i s k spr es ent edbyv er mi nandpes t s .
5. 5 Res ear c hho wt oi dent i f yandr epor ti ndi c at or sofpes tpr es enc ei nc l udi ng: •
Da ng er so fv e r mi n
•
I dent i f y i ngver mi n
•
Cont r ol l i ngv er mi n.
Pe r f or ma nc eChe ck l i s tf or T as kShe et4 . 5 1
ompl) it" personal ")giene stan*ar*s? •
Fo l l o wh y gi e nepr o ce dur e s
•
Ens ur euni f or mi scl eanedr egul ar l yandt hatpr ot ec t i v ec l ot hi ngi swor nasr equi r ed.
+an*le foo* accor*ing to foo* safet) program •
Di s pos eofl ef t ov erf oodac c or di ngt ohy gi ener egul at i onsandent er pr i s epr ac t i c es
Maintain t"e or-place in a clean an* ti*) or*er? •
Cl ea ni n g
•
Di s po si n go fDi s pos a bl es
•
Di s pos eofr ec y c l abl ei t ems
•
Di s pos i n gofc l eani n gc hemi c al s .
ompl) it" or-place measures to prevent pests entering t"e premises? •
I dent i f ybac t er i al andot herc ont ami nat i onf oodbas edhy gi ener i s k s
•
I dent i f yhy gi ener i s k spr es ent edbyi nappr opr i at es t or ageoff oods
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I dent i f yhy gi ener i s k spr es ent edbypoorc l eani ngpr ac t i c es
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I dent i f yhy gi en er i s k spr es ent edb yv er mi nandpes t s .
I*entif) an* report in*icators of pest presence? •
Da ng er so fv e r mi n
•
I dent i f y i ngv er mi n
!ontrolling verin.
I nf or mat i onShee t4. 5 2 Handl epaymentandcar r youtcashcont r olpr ocedur es
19 0eceive an* accuratel) c"ec- cas" Doat Ac as hfl oat ,al s ok no wna s‘ t heflo at ’ i st h ea mo un tofmon ey t h ata ne s t a bl i s h me nth asd ee me da pp r o pr i a t et oc omme nc e t heday ’ st r adi ngf orac as hr egi s t er / poi nt of s al e( POS) t er mi nal . Foundi nt hec as hdr a weroft hec as hr egi s t er / POSt er mi nal ,a c as hfl oa ti sne ce ss ar yf o rgi v i n gou tc ha ng ewh enc omp l e t i n g afi nanc i al t r ans ac t i on,bec aus er ar el ywi l l ac us t omerpr ov i de t h ee x ac ta mo unto fmo ne yt os e t t l ea na cc ou nt . Ov er ni ght ,mos tc as hfl oat s / c as hdr awer swi l lbest or edi na s af eandatt hebegi nni ngofeac hs hi f torday ’ st r adi ng,t he cashfloat / cashdr awerwi l l ber emovedbymanagement , s ec ur i t y , ors omeonef r om t heAc c ount sdepar t mentandei t herpl ac edi nt ot hecas h r egi s t er sordi s t r i but edt ot heappr opr i at es t affmember si nout l et s .
ounting a cas" Doat Whent hi shappens ,i ndi v i dual s t affmember sma yneedt osi gnf ort hei rfl oatt opr o v et he y ha v et ak enpos s es s i ono fi t . Wh ens i g ni n gf o rafl oa t ,t h es t a ffme mb ern ee dst obesu r et h ea mo unts ai dt obei nt he fl oati sac c ur at eandc ons i s t entwi t ht heac t ual amountf oundi nt hec as hdr a wer . I ti scommonpr ac t i c et her ef or et oc ountt hefl oatbef or es i gni ngf ori tori mmedi at el yaf t er s i gni ngf ori tt oens ur ei t sc ont ent s .I ti st ool at eatt heendoft hes hi f tt oc l ai mt hefl oat wasshor tatt hes t ar toft heday . Somepr oper t i esha v et woshee t sf ort hi spr oc es s .The yr equi r et heper s onhandi ngov er t hefl oatt oc ountands i gni nr el at i ont ot hefl oatand t hent heper s onr ec ei v i ngt hefl oatal s ohast oc ount ands i gnf ori t . Wh er eadi s c r ep anc yi nt h ea mo unti nt hefl oa ti s de t ec t ed,as kt heper s onwhodel i v er edt hefl oatt o doubl ec hec ki t . Onc ey ouhav ec ol l ec t edy ourfl oat ,i ti si mpor t antt o pl ac ey ourfl oati nas ec ur el oc at i on.Thi si snor mal l yi nac as hdr aweri nac as hr egi s t er .
.repare register Ac as hr egi s t eri samac hi net hati sus edt oac c ur at el yr ec or dt r ans ac t i ons–bo t hc har ges a ndme t h od so fp ay me nt s ,i s s u ea c c ou nt san dr e c ei p t san dt os t o r ec a s ha ndn on c a s h payment s. Onc et hefl oathasbeens ec ur el yst or edi nt hec as hr egi s t eri ti si mpor t antt opr epar et he r egi s t erar ea.T as k st obeper f or medi nc l udeens ur i ngt her ei sanadequat es uppl yof : •
Ca shr e gi s t erp ape r
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Pens
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Re c ei p tp ap er
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Ac c ountf ol der s
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I nkc ar t r i dge
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Pl as t i cc oi nbags
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Swee t sorot hergi f t snor mal l ypr es ent edwi t hac count s t ocus t o mer s
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Ru bb i s hb i n s
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Spar epaper
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Cal c ul at or
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Cur r enc ye x changes heet ,i ff or ei gnc ur r enc yi sper mi t t edt obeus edf ors et t l ementof t r ans ac t i ons .
Thefi nal t as kt obeper f or medt oens ur et hec as hr egi s t eri sr eadyf orus ei st ounder t ak e a‘ r eadi ng’ t oens ur et hatt hepr ev i ousser v i c eper i odt r ans ac t i onsha vebeenc l os edoff .
.repare associate* items Bes i dest hec as hr egi s t ert her ear eo t hermac hi nest hatmus tbec hec k edbef or et hes t ar t oft hes hi f t .Thes ei nc l ude: •
ETFPOSmac hi nes
•
Ma nual c r ed i tc ar dma ch i n es
•
•
I naddi t i on,i ti si mpor t antt ohav eac l earunder s t andi ngof i nf or mat i ont hatma yaffec tc as hi er i ngdut i esf ort heda y i nc l udi ng: Func t i ons heet si nc l udi ngev enti t ems ,pr i c i ng,c ont ac t namesandaut hor i s at i oni nf or mat i on.
•
Me t h od sofpa y me ntf orVI Po rs pe ci al gr o upso rc us t o me r s
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Pr i c esf orne w menui t ems ,s pec i al soft heda yorpr omo t i ons .
69 Open an* close cas" register using manufacturer speci2cations Whi l s tt hepr oc es sofopeni ngandc l os i ngc as hr egi s t er sma y s eem l i k eas i mpl epr oc es s,notneedi ngf ur t herex pl anat i on,i ti s i mp or t an tt h atan ymo ne yord oc umen t st a k enbepr o pe r l y s e c u r e d . Dur i ngas er v i c eper i ody ouwi l l r ec ei v el ar geamount sofmone y andc r edi tc ar ds l i pst hr ought hepr oc es si ngofl ar geamount sof t r ans ac t i ons . Thef tofmone yandper s onal i nf or mat i onf r om c r edi tc ar dsl i psi sc ommont hr oughoutt he wor l d,andt hi si snol es st r uei nf oodandbev er ageout l et s . I ny ourr ol et her ema ybeman yt as k st haty ouwi l lper f or m,wi t hpr oc es s i ngac c ount sand handl i ngmoneyonl yoneas pec tofy ourday .Howev eri ti svi t al t hats ec ur i t yi sf or emos ti n yourmi nd.
Secure mone) an* *ocumentation *uring tra*e Thef ol l owi ngar ehel pf ul t i pst oempl o yt oi nc r eas et hes ec ur i t yofc as handnonc as h payment s: •
T r ynott os har ec as hr egi s t er s .
•
Ne v e rl e av eac a s hr e gi s t e ro pe nwh enu na t t e nd ed
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Keepc as hr egi s t er soutoft her eac hofc us t omer s
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L oc kc as hr e gi s t er swh enn oti nus e
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Keept heor i gi nal not eondi s pl aywhi l s tat r ans ac t i oni s t ak i ngpl ac e.Thi sr educ esan ydi s c r epanc i est hatma y a r i s ea st owh atmo ne t ar yv al u et h ec us t ome rh asgi v e nt h es t affme mbe ratt h es t a r t oft het r ans ac t i on.
•
Regul ar l ys t or el ar genot esundert hec as ht i l l ,outofdi s pl ayofc us t omer s
•
Regul ar l yar r angef orc as hr egi s t er st obec l ear ed.
>9 @se cas" register accor*ing to stan*ar* enterprise proce*ures Fo oda ndb ev e r a gea t t e nd an t sma yber e qu i r e dt op r o c es sp ay me nt sf o rme al san dd r i n k s pur chasedbycust omer s. Atal l t i mest hehous er ul esands t andar dpr oc edur esf orpr oc es s i ngt hes et r ans ac t i ons mus tbes t r i c t l yadher edt o.Thes ewi l l v ar ybet weenpr oper t i essoi ti svi t al t odet er mi ne wh ata pp l i e swh er ey o uwo r k . I ti sal s oi mpor t antt or emembert oopt i mi s ec us t omers er v i c eatt hi spoi nts ot hegues t en j o y sapo si t i v ee x pe r i en cewh ent he ya r ep ay i ngf orwh att he yh av eb ou gh t .
Esta!lis"; up*ate an* 2nalie customer accounts (eneral procedures for processing accounts
Pr oc es s i ngac us t omerac c ountr ef er st o: •
Cr eat i nganac c ountf ort hec us t omerort abl e
•
Up dat i ngt h ea cc ou ntasi t e msar eor d er ed / pu r c ha se d
•
Fi nal i z i ngt heac c ountb yac c ep t i ngpa yment .
Th ef o l l o wi n gpr o ce du r e smu s tb ea dh er edt o: •
•
•
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Wh enus i n ga ne l e c t r o ni cs y s t e mt opr o c es sa na c c ou nt al wa ysmak es ur ey ouf ol l owmanuf ac t ur er ’ si ns t r uc t i ons .Obt ai ni nhous et r ai ni ng bef or eus i ngt hes y st em Rev i e ws uppor t i ngdoc k et sr ec ei v edt ov er i f yt abl e/ c us t omer ,mak es ur et hedoc k et s a r el e gi b l ea ndc anb eu nd er s t oo d,a nden su r eo nl yt h ei t e msor d er e da r ec har g edf o r Po s tc h ar g es( s e eb el o w)p r o mp t l yt oe ns u r et h ea c c ou nti sr e ad ywh enn ee de da nd t omak es ur emone yf o ral l i t e msb ou gh tb yt hec us t o me ri sr e co v er e dwh ent h e ac counti spai d Up dat et h ea cc ou ntba l a nc eo rv e r i f yt h eu pd at e da cc ou ntb al a nc ewhe r et h i soc c ur s aut omat i c al l y ,mak i ngs ur eal l ent r i esar eac c ur at eandal l c har gesha vebeenc or r ec t l y e nt er edo rp r oc es s ed Pr oduc et hefi nal ac c ountorbi l l whenr eques t edbywai t i ngs t afforc us t omer .I ti s i mpor t antt ocont i nual l yupdat eac count sdur i ngs er v i c es ot her ei smi ni mum wai t i ng t i meatt hi ss t age Pr es entac c ountt ogues t / s t affac c or di ngt owor k pl ac epol i c ywhi c hma yr equi r e pr es ent at i onoft heac counti nabi l l f ol d,oronapl at e.
)osting charges
Pos t i ngc har gesi st hepr oc es sofr ec or di ngt r ans ac t i onsonac us t omerac count .I ti sa t er m nor mal l yus edwher eanel ec t r oni cs y s t em i si nus e. A‘ pos t i ng’ c anbeoneoft wot y pes : •
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A‘ debi tpos t i ng’ –t hi si nc r eas est hec us t omer ’ sdebtor l i abi l i t yt ot hepr oper t y .I toc cur swhent hec us t omerhasus ed af ac i l i t yorpur c has edapr oduc tors er v i c eandt hec har ges f ort hatar eadded( or‘ debi t ed’ )t ot hec us t omer ’ sac count A‘ cr edi tpos t i ng’ .Thi sr educ est hegues t ’ sdebtorl i abi l i t yt o t hepr oper t y . I toc c ur swhenac us t omerpa y st hei rac c ount , par t i al l yset t l est hei rac c ount ,i sgi v enar ef undordi s count ,or pr o vi desadepos i t( s uc hasadepos i tf orabook i ngor f unc t i on) .Themone ypai dbyt hegues tr educ est hei rt ot al owi ngandi ssai dt ohav ebeen‘ c r edi t ed’ t ot hei rac c ount .
Whenpos t i ngt oanac c ount( debi torc r edi tpos t i ngs )ens ur e: •
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Speedandaccur acy Doubl ec hec kt hec or r ec tac count( gues t ,r oom,t abl e,f unc t i one t c . )hasbeen updat ed.
.ro*uce customer account an* present for pa)ment Cash registers •
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Onc et h ec ha r ge sha v eb eenpr o ce ss edi ts hou l dbegi v e nt ot h ec u s t o me ri nat i me l y man ne r I nt ak ea wa yout l e t s ,t hec har gesar epr oc es s edi nac as h r egi s t erwi t hpa ymentr eques t edi mmedi at el ybef or ean y f oodorbev er agei spr o vi ded Pl eas eens ur et hec us t omerc ans eet her egi s t erdi s pl a y t os e ec h ar g esar ec o r r e c t l yad de da ndt h ea mo un td ue di s pl ay ed.I nmos tor gani z at i onst hei s sui ngofar ec ei pti sas t andar dpr ac t i c eand enabl escus t omer st oqui c k l yseei fanac c ounti nac c ur at e.
Account folders
I nr es t aur ant s ,i ti ss t andar dpr ac t i c ef ort heac countt obe pr es ent edt ot hec us t omeratt hei rt abl e.I nt hi si ns t anc e ac c oun t smus tbepr e sen t edi na na cc ou ntf o l d era nd pr es ent edwi t hapen. Wh ent h ea cc ou ntf ol d eri sp r e se nt e dt ot h ec u st o me rmo v e awa yf r om t het abl e.Howev eri ti sadv i s abl et or emai ni n
c l o sepr o x i mi t yt oans wera nyque s t i onso rt os pe edupt h ep ay me ntp r o ce ss ,a sman y c us t omer sl i k et ol eav equi c kl y .
89 Issue receipts accor*ing to stan*ar* enterprise proce*ures Thi ss ec t i onwi l l e xpl or et heac c ountmanagementac t i v i t i esonc et heac c ounthasbeen gi v ent ot hecus t omer ,mai nl yf oc us i ngont hecol l ec t i onandpr oc es si ngofpa ymentf or f oodandbever agesconsumed.
.rocess cas" pa)ments Account settlement options
Dependi ngont hes er v i c esandf ac i l i t i espr o vi dedbyy ouror gani z at i onc us t omer s c ommonl yse t t l et hei rac c ountb y : •
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Pa y i n gc a s h Pa yi ngv i acr edi tc ar dt hr oughus i ngamanual or el ec t r oni cs y st em Us i ngEFTPOSf ac i l i t i es–‘ El ec t r oni cFundsTr ans f erat Poi ntOfSal e’ .
I ns el ec t eds i t uat i onsc us t omer sma ys et t l et hei rac count sby : •
Char gi ngt ot hei rr oom
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Char gi ngahous eac c ount–us edf orf unc t i onsorc or por at ee v ent s
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Pr e se nt i n gv o uc her s–f orn omi na t e da mo unt sand / ori t ems / s er v i c es
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Pa yi ngb yc hec k–ei t heraper s onal c hequeort r a v el l er ’ sc heque.
Reg ar dl es sofwhi c hop t i onac us t omerus est os et t l et hei rac c ount : •
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Al wa y st hankt hem f ort hei rpat r onage Ne v ers ho w anno y anc ei ft hei rpr ef er r edme t hodofs et t l ementc aus esaddi t i onal wor k oreffor t .
Accepting cash pa%ment
Whent hec us t omeroff er sc as ht os et t l eanac c ountt hef ol l owi ngwi l l appl y : •
Ver i f yt heamountt ender edwi l l c ov ert het ot al oft heac count
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Thankc ust omer
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Pl ac ec as honr egi s t ers hel f .Dono tputmone yi nt oc as h r egi s t erdr aweratt hi spoi nt Regi s t ert hes al e( ac countt ot al ) .Thi sshoul daut omat i c al l y p r o du cear e ce i p t Cal c ul a t ec ha ng ean dr emo v ec ha ngean dr e ce i p tf r o mr e gi s t er
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Gi v ec han gea ndr e ce i p tt oc us t ome r .Co un tt h ec ha ng eo utt ot h ec us t o me r . Wh enc us t o me rh asa c c ep t e dt h ei rc h an gewi t h ou tq ue r y ,r e mo v et e nd er e dc a s hf r o m r egi s t ers hel fandpl ac ei nt or egi s t erdr awer .
/sing EFT)+S
Man yout l e t sha v eEFTPOS( El ec t r oni cFundsT r ans f eratPoi ntOfSal e)t er mi nal st o ac c eptpa yment s( t hi si st hes ames y st em t hati sus edt oel ec t r oni c al l ypr oc es sc r edi tc ar d payment s) . TheEFTPOSsys t em offer sabanki ngser vi ceofdeduct i ngmoneyf r om acust omer ’ s s av i ngsorc hequeac c ountanddepos i t i ngi ti nt ot hees t abl i s hment ’ sac c ount . Wh enus i ngt h i ss y s t e mt opa yt hei rac c oun t ,t h ec us t o me rmu s tpr e se ntar e l e v an tba nk c ar dandt henent era4t o6di gi tPI N( Per s onal I dent i fi c at i onNumber )i nt ot hes y st em f or v er i fi cat i onpur pos es . Onc et h ep ay me nth asbe enap pr o v ed,t hecu s t ome rwi l l bei s s uedwi t har ec ei p t . Wi t ht hi ss y s t e m,t hec us t o me rma yh av et h eop t i onofha v i ng‘ Cas hOu t ’ .Thi sme an st he c us t o me rc anwi t hd r a w ad di t i o nal f u nd sf r o mt h ei ra cc ou nto v era nda bo v et h ea mo unt r equi r edt oset t l et her es t aur ant / barac count . Be f or eu si nga nEFTPOSt e r mi n al ,mak es ur ey o ur ea dt hei ns t r u ct i o nsf ort h ee qui pmen t ands y s t em:f ami l i ar i z ey o ur s el fwi t hi t soper at i on,andge ts omeonet os ho wy ouho wt o us ei t .
.rocess non:cas" transactions )a%ing via credit card
Cr ed i tc a r dpa y me nt sa r epr oc es s edus i n ge i t h erama nu al s y s t em o r ani mp r i ntma ch i n e. Thepr oc es st ot ak emanual c r edi tc ar dpa y ment si sasf ol l ows : •
Con fir my o ure s t abl i s hmen ta cc ep t st h ec a r d
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Chec kc ar d’ sex pi r ydat ei ss t i l l v al i d
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Chec kc ar dagai ns t‘ War ni ngBul l et i ns ’ i s s uedbyc r edi tc ar d c ompani est oal er tes t abl i s hment sofs t ol enorc anc el l edc ar ds I ns er tt hec r edi tc ar di nt ot hei mpr i ntmac hi ne I ns er tt heappr opr i at ec r e di tc ar ds l i pi nt ot hei mpr i ntmac hi ne– c ov er i ngt hec ar d
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T ak eani mpr i ntoft hec ar d
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Confi r m det ai l sar el egi bl eont hec r edi tc ar ds l i p
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Compl et ec r edi tc ar ds l i pwi t hr el ev antdet ai l s / c har ges ,dat eet c .
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I ft heac c ount ’ st ot al amounti sov ert hees t abl i s hment ’ s‘ floorl i mi t ’ ,c al l t hec r edi tc ar d c ompan yt or ec ei v eanaut hor i z at i onnumberwhi c hmus tbewr i t t enont hes l i p
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Pr es entc ompl et edc r edi tc ar ds l i pt ot hec us t omerf ort hei rs i gnat ur e
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Compar es i gnat ur eons l i pt ot hatonc ar d
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Pr es entc us t omerwi t ht hei rr ec ei pt( mi ddl es ec t i onofc r e di tc ar ds l i p)
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Pl ac er emai ni ngc opi esofs l i pi nt ot hec as hdr awer .
Th ep r o ce sst ous et h eEFTPOSs y s t e mt opr o ce ssc r e di tc ar dpa y me nt si sasf ol l o ws( o r s omev ar i at i onofi t ) : •
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Thec us t omer ’ sc ar di ss wi pedatt het er mi nal Theac countbal anc ei st henent er edi nt ot hek ey pad–r ef ert oi ndi v i dual oper at or / i ns t r uc t i onal manual f ormor edet ai l ont hi sst ep Th es y s t e mt h enpr o c es s e st h ec r e di tc a r dpa y me nt Onc epa ymenthasbeen‘ appr o ved’ ,t hegues tei t hers i gnsf ort het r ans ac t i onorent er s t hei rPI N( Per s onal I dent i fi cat i onNumber ) Whens i gnat ur esorPI Nha v ebeenv er i fi ed,t hegues ti si s s uedwi t ht hei rr ec ei ptanda c opyoft hes l i p/ pr i nt outi spl ac edi nt ot hec as hdr aweroft her egi s t er .
.rocess non common transactions )a%ing b% voucher
Somepr oper t i esac c eptv ouc her si nf ul l orpar t pa y mentf or f o oda ndb ev e r a gei t e msan ds e r v i c e sp ur c h as e db yt h e c u s t o me r . Voucher sar ecommoni nsomef oodandbever ageout l et s t hatma ybeat t ac hedt oho t el soro t herpr oduc t sand s er v i c eswher ep ac k ag ed ea l st h ati n cl u deme al san dd r i nk s ha v ebe enn eg ot i at e d. Thec us t omerpr es ent st hei rv ouc her st os et t l e( orpar t i al l yset t l e)t hei rac count . Wh enac c ep t i ngp ay men tb yv o uc her si ti si mp or t a nty o umak es ur et h ev o uc heri sv al i d andi sbei ngus edi nac c or danc ewi t han yc ondi t i onst hatma yappl y( f ore x ampl e,‘ di nner onl y’ ,‘ f oodonl y ’ ,‘ r edeemabl eonl yi nt hedi ni ngr oom’ ) . Not e: •
Cus t omer sdonotr ec ei v ec as hasc hange.I ft he ydono tus et hef ul l v al ueoft hei r v o uc he r–t h ev o uc heri sf u l l ys u r r e nde r edwh ent e nd er edasp ay men t
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Cus t omer sar er equi r edt opa yf oral l i t emspur c has edabo v et hev al ueoft hei rv ouc her
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Cus t omer sar er equi r edt opa yf oral l i t emsno tc ov er edb yt hev ouc her .
)a%ing b% personal che!ue
Ev er ypr oper t ywi l l ha v et hei ro wnpol i c yaboutac c ept i ngper s onal c heques .
Gener al l y ,mos tpr oper t i eswi l l no tac c ep tper s onal orbus i nes schequesaspa y ment u nl e s spr i o ra r r a ng eme nth asb ee nma de .Th i sa l l o wsma na ge me ntt oen s ur et h ep er s o n orbu si ne ssha ss uffic i en tf u nd st oc o v ert h ec heq ue,an de nab l e st h em t ode ci d ei ft he y wi l l ‘ t ak et her i s k ’ . Ac c ep t i ngp ay me ntb ych eq uema yex po set h epr op er t yt ol o ssi ft hech ec ki sdi s ho nor e d b yt h eb an k . So mees t a bl i s h me nt swi l l a c c ep tp ay me ntb yc he c kf r o mr e gu l a rc u s t o me r s .Ma na ge me nt wi l l us ual l yk no w wher et hes epeopl el i v eorwher et he ywor kt oenabl er ec ov er yoft he debti ft hec hequei sdi s honor ed. )a%ing b% traveller’s che!ue
Pr oper t i esac cept i ngt r av el l er ’ schec ksus ual l yadv er t i s e t hef ac tt hatt heydos o.Pr oper t i esar enotl egal l yobl i ged t oac ceptpa ymentv i at r av el l er ’ scheque. I fy ourpr oper t ydoesac ceptt r av el l er ’ sc heques ,i ti s c r i t i c al t hes ec onds i gnat ur ei spl ac edont hec heque whi l ey ouwat c h.Compar et hi st ot hefi r s ts i gnat ur et hat al r eadye xi s t sont hec heque. An yt r a v el er ’ sc hequepr es ent edt oy ouwi t ht wos i gnat ur esal r eadyoni tmus tber ef us ed. For ei gncur r ency
So mepr o per t i e sa r ep r e par e dt oa cc ep tp ay men tv i af or e i g n c u r r e n c y . Agr eementmus toc c urr eg ar di ngt hec on v er s i onr at ebef or et hi s me t h odofp ay me nti sa c c ep t e d. Gener al l yt hec us t omeri sr equi r edt oc on ver tt hec as hi nt ol oc al c ur r enc yands et t l et hei rac c ountasperc as hs et t l ement .
.rocess gratuities Cus t omer sma yl eav eat i pf ors er v i c es t affi nappr ec i at i onofgoods er v i c e. Ti psar eal s ok nownas‘ gr at ui t i es ’ . Mos tpr oper t i eshav ei nt er nal r ul esdi c t at i nghowt i psar edeal twi t h. T wobas i copt i onsex i s t : •
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I ndi v i dual s t affk eepal l t i pst heyr ec ei v e–t her ei snos har i ngof t i pswi t hot hers t aff Al l t i psar epool edi nt oac ent r al pool ofmone yandt hens har ed amongs tal l s t affac c or di ngt oapr ede t er mi nedper c ent age.I n t hi sopt i onk i t c hens t affandbe v er ageat t endant sma ys har ei n t i psgi v ent of oodandbe v er ageat t endant s .
Issue c"ange an* receipts Wh ende al i n gwi t hmo ne yi ti se x t r emel yi mp or t a ntt oma na get h ep r o ce ssi na pr of es si onal andet hi c al manner . Fors omec us t omer sf r om f or ei gnc ount r i es ,t he yma yno tbef ami l i arwi t ht hec ur r enc y i t s el f ,s er v i c ec har ges ,t ax esandt i ppi nggui del i neswhi c hmaybes t r ai ght f or war df ora l oc al r es i dent . Asane t hi c al s t affmemberi ti si mpor t antt o: •
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T oc har get hec or r ec tamountf oras al e Tor et ur nc hangeaut omat i c al l y .I ti satt hedi s cr et i onoft hec us t omeri fagr at ui t yi s gi v en.
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Pr o vi dear ec ei ptandex pl anat i onofc har gesi fr equi r ed
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Remi ndc us t omer st oc ol l ec tt hei rc hange
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Ac c ur at el yr ec or dal l t r ans ac t i onsands t or emone ys ec ur el y .
9 arr) out reconciliation of ta-ing accuratel) an* report errors to supervisor Nowt hatt heoper at i onal as pec to ft hes hi f thasbeenc ompl e t edandt heout l e tl ook sc l ean andt her epor t sha vebeenpr epar ed,i ti sno wt hepr i or i t yt oc l os eofft hefi nanc i al t r ans ac t i onsf ort heda yandt os af el yands ec ur el yt r ans por tal l pa yment sand c or r es pondi ngpaper wor kt ot heappr opr i at el oc at i on. Rec onc i l i ngt ak i ngsi st hepr oc es swher es t affar er equi r edt omat c hac t ual phy s i c al t ak i ngs ,bot hcas handnoncas hr ec ei v ed,agai ns tt het ak i ngsr ec or dedi nr ec or di ng ma ch i ne s,be i n gc ompu t e r sorc as hr eg i s t er s .
Ensure securit) of cas" Bef or ey ous t ar tt oc ommenc et her ec onc i l i at i onpr oc es si ti si mpor t antt os ec ur et he t ak i ngs .Asy ouwi l l ber equi r edt ohandl ec as h,nor mal l yi nl ar geamount s ,dur i ngt hi s pr oc es s,i ti si mper at i v ei ti sc onduc t edi nas ec ur ear ea. ,uring reconciliations
Al l c as hr egi s t err ec onc i l i at i onsmus tbedonei nas ec ur el oc at i ont odet erandguar d agai ns tt hef torr obber y . I twoul dbei nappr opr i at e,f ors ec ur i t yr eas ons ,f orr ec onci l i ngt ot ak epl ac ei nf r ontof gues t sori nanopens pac et hatpos esas ec ur i t yr i s k . Mos tpr oper t i eswi l l hav eas ett i meandl oc at i onast owhenandwher er ec onc i l i ngwi l l t a k ep l a c e,a ndma ye v ena l l o c at eas e c ur i t ys t a ffme mb ert oac c o mp an yt h ec a s hd r a we r h l i f i
Al l pr oper t i eswi l l ha ves omesetpr oc edur esf orpr oc es s i ngandbal anc i ngfi nanc i al t r ans ac t i onsandi ti svi t al f oral l s t affmember st obef ami l i arwi t handadher et ot hes e s pec i fi cor gani z at i onal pr oc edur es .I fy ouar euns ur eaboutan yas pec toft hepr oc edur e t henas ky ours uper v i s or . +ther cash securit% practices
T of ur t herpr o t ec tc as hont hepr emi s es ,apr oper t yma y r equi r e: •
Al l c as hmo v edwi t h i nt h epr o per t yt obemo v edb yt wo p eo pl e
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Cas hr egi s t er snev ert obel ef tunat t ended
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Al l t ak i ngst obes ec ur edi nades i gnat eds af e
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Remo v al ofl ar geamount sofc as hf r om r egi s t er sdur i ngt r adi ngt i mesandt he mo v eme ntoft h i sc as ht oas af e .
%etermine register/point:of:sale terminal rea*ings Aspr e vi ous l yment i oned,t her ec onc i l i at i onpr oc es si sdet er mi nedt oc ompar eac t ual t ak i ngsag ai ns tt ak i ngsr ec or dedi nequi pments uc hasc omput er s ,t hr ought heus eo f i ndus t r ys pec i fi csof t war eandc as hr egi s t er sorc as hdr awer s . Thefi r s ts t epi st ode t er mi newhatt ak i ngst heel ec t r oni cequi pmenthasr ec or ded. +btaining the register1terminal reading
Ca s hr e gi s t e r sa r et h emo s tc o mmo ne qu i p me ntu s edi nf o odan db ev e r a geou t l e t sa nd t her ef or ei st hef oc usoft hi ssec t i on.I ti si mpor t antt onot et hator gani s at i onsmayus ea v ar i et yofs of t war epr ogr amswhi c hper f or ms i mi l arr ec onc i l i at i onf unc t i ons . Themaj or i t yofpr oper t i esus ec as hr egi s t er / t er mi nal s y st emst hatha vet hec apac i t yt o pr ov i dean‘ X’ ora‘ Z’ r eadi ng. An‘ X’ r eadi ngpr ov i desar eadi ng/ r epor tonal l t hefi nanc i al t r ans ac t i onspr oc es s ed t hr ought hec as hr egi s t er / t er mi nal dur i ngt hes hi f torday . A‘ Z’ r eadi ngpr ov i desafi nal r epor tonal l t hefi nanc i al t r ans ac t i onst hatha v ebeenpr oc es s edt hr ought he r egi s t er / t er mi nal dur i ngt hes hi f torday ,andt hi sr e adi ng al s oc l ear st her egi s t er ’ smemor yoft hos et r ans ac t i ons , l eav i ngt her egi s t err eadyf ort henex tday ’ s / s hi f t ’ s t r ans ac t i ons . A‘ Z’ r eadi ngz er oest her egi s t er .An‘ X’ r eadi ngdoesnotz er ot her egi s t er / r eadi ng. Key sar er equi r edt oac ces st he‘ X’ and‘ Z’ r eadf ac i l i t i es . So me t i mest h es ek e y sar el e f ti nt h er egi s t e ra l l t h et i me ,an ds o me t i me sma na ge me nt hassol ec ont r ol o v ert hes ek e y s.
I ft hek ey sar el ef ti nt her egi s t er ,y ous houl dnev erus e t hem t or eadt her egi s t erunl es sper f or mi ng r ec onci l i at i on.Yourac t i oni nr eadi ngt her egi s t erwi l l be r e c or d edont h ea ud i tr o l l a ndma na ge me ntma y mi s i nt er pr ety ouri nt er es ti nt het ak i ngsasbei ng c onnec t edt of r audul entac t i vi t y . -5 reading’
Somepr oper t i esha v east andar dpr oc edur eo fz er oi ngt hec as hr egi s t era tt heendof ev er ydayorev er yses si on’ st r adi ng. Th i smea nst h ea mo unts ho wnont h ea ud i tt a pewhe nt h er e gi s t eri sr e adr ep r es ent st h e ac t ual s al esf ort hatper i odandt hatper i odonl y .Thi si scal l eda‘ Z’ r eadi ng. Wher er egi s t er sar ez er oedeac hda y ,t hel as tr eadi ngi mpr i nt edont heaudi tr ol l s houl dbe 0000. 00t opr o v et her egi s t erhasbeenz er oedatt heendo ft r ade,andt hefi r s tr eadi ngon t het apef ort hene xtda ys houl dal s obe0000. 00t opr o ve( f ort hats es s i on)t hatt he r e gi s t e rh adb ee nr e s e tt oz er ob ef or et r ad ec o mme nc ed . -6 reading’
I not hers i t uat i ons ,pr oper t i esr u nac umul at i v et ot al ont hec as hr egi s t er . Thi smeanst het ot al ont hecas hr egi s t eri snev erz er oed. Thet ak i ngsf r om e v er yses s i onac c umul at eandt het o t al i nc r eas esev er yses s i ono rs h i f t . I nor dert oc al c ul at et het ak i ngsf ort oday ’ ss es si on,t her ef or e,y ouneedt ok nowt het ot al f r om t hepr ev i ousses si on.Deduc t i ngt hepr ev i oust ot al f r om t hec ur r entt ot al gi v est he amountt hats houl dbei nt hec as hr egi s t er( t hati s ,t he‘ ex pec t edt ak i ngs ’ ) . Thi si sc al l edan‘ X’ r ead. Manypr oper t i esus et hi s‘ c umul at i v et ot al ’ appr oac ht or egi s t err eadi ngsasi tmak esi t mor edi ffic ul tf ors t afft oi dent i f ywhatt het ak i ngsar e,andt hi scanhel pdet ert hi ev es .
Separate cas" Doat from ta-ings Thes ec onds t epoft her ec onc i l i at i onpr oc es si st oc ountt he‘ ac t ual ’ t ak i ngsf ort he s er v i c eper i od. T od ot h i s ,wh atwemu s tfi r s tdoi st oco un to uta ndr emo v et h ec as hfl oa tf r o mt heca sh dr a we r . Cash 7oat slips
Or g ani z at i onsma yus ea‘ Cas hFl oatSl i p’ t oas s i s twi t hc ount i ngandr emo vi ngt hefl oat f r om t het ak i ngs . Thi ssl i pal l owst heper s onr ec onc i l i ngt het ak i ngst oc ountoutt hec oi nsandnot esf ort he fl oatandk eepat al l yast he yc ount .
Some t i mest her ewi l l no tbeenoughofapar t i c ul arc oi n,orno t e,t omak eupt hefl oat e x a c t l ya sr e qu i r e d.I ns uc hc as e s ,y o uma yha v et oex c h an gemo ne ybe t we ent h ec a s h dr a werandt hees t abl i s hment ’ ss af e.Onl yaut hor i s edst affme mber swi l l ha v eac c es st o t hes af e. Onc et h efl oa tha sb eenes t a bl i s he d,y o umu s tt h enp utt hefl oa tb ac ki nt ot h e c as hdr awerori nt ot hes af e.Youma yber equi r edt os i gnt hefl oatoutwheni t i sr et ur nedt ot heoffic eorpl ac edi nt hes af e. Ther emai ni ngmone ycanno w becount edt oes t abl i s ht he‘ ac t ual ’ t ak i ngs .
%etermine cas" an* non:cas" pa)ments The -Cash Summar%’ sheet
A‘ Cas hSummar yShee t ’ i sus edt oas s i s twi t hr ec or di ngt het ak i ngsf r om ani ndi v i dual r egi s t er / t er mi nal .Asment i oned,t hi sshee tma ybec ombi nedwi t ha‘ Shi f tSummar y ’ . Th eCa s hSu mma r ys h ee ti su s edt or e c or dt h ec a s ht a k i n gsa ndno nc a s ht a k i n gsf r o m eac hr egi s t erev er yt i met her egi s t eri sbal anc ed.I tc ont ai nss pac ef ory out owr i t ei n: •
Th ea mo unto fc as hbyd i ff er e ntd en omi n at i o nsf o rc oi nsa ndno t e s
•
Th et y p ea ndamo un to fn on c a s ht a k i n gs
•
Ther egi s t err eadi ng( wher ea‘ Z’ r eadi ngi sdone)orr eadi ngsandt o t al s( wher ean‘ X’ r eadi ngi sdone)
•
An ydi s c r epanc yorv ar i anc ebe t weenex pec t edt ak i ngs / c as handac t ual t ak i ngs / c as h
•
Thedat e,numberandl oc at i onoft her egi s t er / t er mi nal t owhi c ht hefi gur esr el at e.
,etermine cash pa%ments
Wh ent h efl oa tha sb ee nr e mo v ed ,s t a r tc oun t i ngt h ec oi n sbe gi nni n gwi t ht h el o wes t denomi nat i on. Coi nsar epl ac edi nt oappr opr i at ec oi nbagsandt het o t al amountofbaggedc oi ni s document edont heCashSummar ySheet . Ne x tc ou ntt h eno t e s. No t e ss ho ul db es epar a t e di nt od i ff er en tno t ed en omi n at i on sa nd p os i t i o ne ds ot h eyal l f a c et h es a mewa y , a ndt h es a mewa yup . Then,t hedi ff er entno t et y pesar ebundl edi nt owadsoft enno t es . Ea chwad / bu nd l eo ft ens hou l dt he nb ef ol d edi nh al fa nds ec ur e dwi t har u bb erba nd. Cont i nuet hi spr oc es s,c ount i ngandbundl i ngnot esi nt obundl esoft en,unt i l al lnot es ha v ebe enc ou nt e d.An yno t e st h atc ou l dno tb eb und l e di n t ot e ns ,s ho ul dt h enbe bundl edt oge t her . Onc eal l not esha vebeenc ount edandpl ac edi nt oi ndi v i dual bundl es ,c ountt hei ndi v i dual bundl es ,pl usan yl oos enot es ,t oar r i v eatat ot al amountf oreac hnot et y pe
Ag ai n ,t h et o t a la mo un t ss ho ul dt h ena l s ob ee nt e r e do nt ot h eCa s hSu mma r ySh ee t . Onc eal l c as h( no t esandcoi ns )hasbeencount ed,t al l yupal l nonc as hpa y ment s . ,etermine non cash pa%ments
Al l v o uc he r sa ndc oupo nss h oul dbead de du pa ndt h et o t al a mo un te nt er e da ga i ns tt he a pp r o pr i a t el i n eo nt h eCa s hSu mma r ySh ee t . Al l c r ed i tc ar dpa y me nt ss h oul dbead dedupan dt het o t a la mo unte nt e r edont heCa sh Summar ySheet ,t oo. Al l EFTPOSc as ht r an sa ct i o nsar ea dd edu p,r e ce i p tn umbe r sno t ed ,an dt het o t a l EFTPOSamountent er edont heCas hSummar ySheet .
Balance actual revenue against expecte* revenue ,etermining the 8nal balance
Onceal l cashandnoncashpayment shavebeencal cul at edandt heamount sent er edon t h eCa s hSu mma r ySh ee t ,y o ut h enc omp ar et h es ei n di v i d ua la mo un t sa ga i n s tt h e r egi s t err eadi ng. A‘ Z’ r eadi ngwi l l pr o vi deac ompr ehens i v el i s t i ngoft hedi ff er entc as handnonc as h fi nanc i al t r ans ac t i onspr oc es sed,andanov er al l t ot al amountf oral l t r ans ac t i onsf ort hat s hi f torday . I ti sy ourr es pons i bi l i t yt ode t er mi newhe t herorno tt heamountofmone y ,c as handnonc as h,ac t ual l ycount edmat c hest hee xpec t edt ak i ngst o t al . Thi sr ec onc i l at i onpr oc es si satt hehear tofbal anc i ngt het ak i ngs , T op hy s i c al l yba l a nc et het a ki n gs ,y o us houl dfi r s ta ddupt h eCa shSu mmar ySh ee tt o ar r i v eati ndi v i dual bal anc esf oral l c as handnonc as ht r ans ac t i ons ,andt oar r i v eatan ov er al l ‘ Gr andTot al ’ bal anc ef ort heper i odf r om t hatr egi s t er / t er mi nal . Th es efig ur e ssh ou l dt h enbec ompa r e dwi t ht h ea pp r o pr i a t efig ur e sasf oun do nt heau di t r ol l r eadi ng. Wher et hefigur esma t c h,t her egi s t erhasbal anc ed.Thi smeanst hecas hr egi s t ert ak i ngs ‘ bal anc e’ agai ns tt hee xpec t edt ak i ngsfigur e.
I*entif) *iscrepancies/variations Ho we v er ,t h er ewi l l bet i me swh ent h et a ki ng s,c as ha ndno nc as hp ay me nt s ,d on ot mat c ht hefi gur ess t at edont her eadi ng/ audi tr ol l . Whent hi soc cur s ,t her ei sadi s cr epanc yor‘ v ar i anc e’ .Ac t ual t ak i ngsar eei t her‘ ov er ’ t he audi tr ol l amountort hee xpec t edt ak i ngsfigur eor‘ under ’ i t .Thi scanal s obek nownas ‘ ov er sandunder s ’ . Onc ompl e t i o no ft heCas hSu mma r yShe ety o uwi l l b er eq ui r e dt os i gni t .
Investigate an*; "ere possi!le; resolve *i=erences Yourr es pons i bi l i t i esmayi nv ol v ei nv es t i gat i ngt her eas onf or an yv ar i anc est ha tar ei dent i fi ed,ory ouma ys i mpl ybe r e qu i r e dt of or wa r da l l t hemone yan da cc ompan y i n g paper wor kt ot hesuper v i s ororoffic ef ort hem t oi nv es t i gat e an dr e sol v e . T ol oc at et hec aus eofadi s c r epanc y ,t hef ol l o wi ngs t epsma y beofas s i s t anc e. •
Rec ountt hec oi nsandnot est oc onfi r mt hei rt ot al sar ec or r ec t
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Rec ountt henonc as ht r ans ac t i onst oc onfi r mt hei rt o t al sar ec or r ec t
•
•
Re c al c u l a t efi gu r e sont h eCa s hSu mma r ySh ee tt oen s ur et h ep r o bl e mi sn ota n ar i t hmet i cone Che ckf o ra nyo v er r i n gs .Ano v er r i n gha ppe nswh enas t affme mbe rac c i d ent a l l y r i ngsupanamountonac as hr egi s t er ,andnopa ymenti sr ec ei v ed.Us ual l y , mos t es t abl i s hment sr e qui r et hei rs t afft oi ns er t‘ Ov er r i ngs l i ps ’i nt ot hec as hr egi s t erwhen t h es eo cc urt oe x pl a i nwh yan dwh ent heo v er r i n gh app en ed,a ndwh od i di t .Ov e r r i ngsmus tbet ak eni nt oc ons i der at i onwhenbal anc i ngt het ak i ngs .
0eport variations as reuire* !) "ost organiation polic) So me t i mes ,noma t t e rho w ha r dy o ut r y , t h ec a us esofd i s c r e pan ci e sc an no tb ef ou nd . Wh ent h i sh ap pe ns ,n ot et h ed i s c r e pa nc y ,wh et h ero v e ro ru nd er ,o nt h eCa s hSu mma r y Sheetandbr i ngt hemat t ert ot hes uper v i s or ’ sat t ent i onf orf ur t heri nv es t i gat i on.
0ecor* ta-ings The ,ail% Takings sheet
ADai l yT ak i ngsShee ti st hef or m us edt or ec or dt he t a ki n gswher er e v en uei so bt a i n edf r o m mor et ha no ne c as hr egi s t eri nas er v i c ear ea. Rel e v an tde t a i l sf r o mi n di v i du al Cas hSumma r ys hee t sar e t r ans cr i bedont ot hi ssheett opr ov i deanov er v i ewoft ot al t ak i ngsf r om t hear ea. Wh enc o mp l e t i n gt h i ss he ete ns u r e : •
Da ya ndda t ear er e c or d ed
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Sp ec i a lc i r c ums t an ce st h atma yha v ei mp ac t e do ns al e sar eal s oad de d
•
•
Separ at i onoft ak i ngsi sac cur at e–c as h,c r edi tc ar ds ,v ouc her s ,c ompl i ment ar i es , di s count s ,r ef unds ,al l owanc eset c Ov e r sa ndun de r sa r er e c or d ed Al l
f
f
i s t
dd
•
Yo urn ame / s i gn at u r ei sa dde d.
&orar* cas" an* *ocumentation for furt"er processing Nowt hatt her ec onc i l i at i oni scompl et e,t hefi nal s t epi st os af el yt r ans por tt hec as hand doc ument at i ont ot hedes i r edl oc at i on.Thi si sdi ffer entf ordi ffer entout l et s .Att i mesy ou ma yber equi r edt oar r anges ec ur i t yt oac c ompan yy out ot hec ent r al l oc at i onory ouma y ber equi r edt ohando v ert oanappr opr i at eper s on. I nman yc as es ,y o uar et os upe r v i s et h att hec as ha ndt h ed oc ume nt a t i o ni ss t o r e d t oge t heri nas ec ur epac k age,whi c hhasbeens i gnedoffbyy our s el ft oc l ear l ys t at ewhen y ouha v ec eas edc ont r ol oft hepac k age.Thi spac k agei snor mal l yl oc k edt opr o t ec ti t s c ont ent s .
T as kShe et4 . 5 2 I ti sar equi r ementoft hi sUni tt haty ouc ompl et eWor kPr oj ec t sasadv i s edbyy ourT r ai ner . Youmus ts ubmi tdoc ument a t i on,s ui t abl ee vi denc eoro t herr el e v antpr oofofc ompl e t i on oft hepr oj ec tt oy ourT r ai nerbyt heagr eeddat e. 6. 1 T of u l fi lt her eq ui r e me nt soft h i sWor kPr o j ec ty o ua r ea sk e dt or e sea r c hh owt o r ec ei v eandac c ur at el ychec kc as hfl oati nc l udi ng: Count i ngacashfloat Pr epar er egi s t er Pr epa r ea ss oc i a t e di t e ms . 6. 2 .Res ea r c hho wt oope na ndc l o sec as hr egi s t erus i n gma nuf a ct u r e rs pec i fi c at i o ns i nc l udi ng: Secur emoneyanddocument at i ondur i ngt r ade. 6. 3 .Res ea r c hho wt ou sec as hr e gi s t e ra c c or di n gt os t a nd ar de nt er pr i s ep r o ce du r es i nc l udi ng: Es t abl i s h,updat eandfi nal i z ec us t omerac c ount s Pr o du c ec u s t o me ra c c ou nta ndpr e s en tf o rp ay me nt . 6. 4 .Res ear c hho wt oi s s uer ec ei pt sa cc or di ngt os t andar dent er pr i s epr oc edur es i nc l udi ng: Pr ocesscashpayment s Pr oc es sn onc as ht r ans ac t i ons Pr ocessnoncommont r ansact i ons Pr oc es sgr at ui t i es I s s uec ha ngea ndr e c ei p t s . 6. 5 Res ear c hho wt oc ar r youtr ec onc i l i at i onoft ak i ngsac cur at el yandr epor ter r or st o s uper v i s or ,i nc l udi ng: Ens ur es ec ur i t yofc as h Det er mi ner egi s t er / poi nt of s al et er mi nal r eadi ngs Se par a t ec as hfl oatf r o mt a ki n gs Det er mi necashandnoncashpayment s Ba l an cea ct ua lr e v enu ea gai n s te x pe ct e dr e v en ue I dent i f ydi s cr epanci es / v ar i at i ons I nv es t i gat eand,wher epos si bl e,r es ol v edi ffer enc es Repor tv ar i at i onsasr equi r edbyhos tor gani z at i onpol i c y Rec or dt a ki n gs Fo r wa r dc as ha ndd oc umen t at i o nf o rf ur t h erp r oc es s i n g. • • •
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• •
• • • • •
• • • • • • • • • •
.erformance "ec-list for Tas- S"eet 89:6 0eceive an* accuratel) c"ec- cas" Doat? •
Count i ngacashfloat
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Pr epar er egi s t er
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Pr e par ea ss oc i a t e di t ems .
Open an* close cas" register using manufacturer speci2cations? •
Secur emoneyanddocument at i ondur i ngt r ade.
@se cas" register accor*ing to stan*ar* enterprise proce*ures? •
Es t abl i s h,up dat eandfi nal i z ecus t omerac c oun t s
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Pr o du c ec u s t o me ra c c ou nta ndpr e s en tf o rp ay me nt .
Issue receipts accor*ing to stan*ar* enterprise proce*ures? •
Pr ocesscashpayment s
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Pr oc es sn on c as ht r a ns ac t i o ns
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Pr ocessnoncommont r ansact i ons
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Pr oc es sgr at ui t i es
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I s s uec ha ng ea ndr e cei p t s .
arr) out reconciliation of ta-ings accuratel) an* report errors to supervisor? •
Ens ur es ec ur i t yofc as h
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Det er mi ner egi s t er / poi nt of s al et er mi nal r eadi ngs
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Se pa r a t ec as hfl oa tf r o mt ak i ng s
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Det er mi necashandnoncashpayment s
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Ba l an c ea ct ua lr e v enu ea ga i n ste x pec t e dr e v en ue
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I dent i f ydi s cr epanc i es / v ar i at i ons
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I nv es t i gat eand,wher epos si bl e,r es ol v edi ff er enc es
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Repor tv ar i at i onsasr equi r edbyhos tor gani z at i onpol i c y
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Re cor dt a ki n gs
2orward cash and docuentation for further processing.
L#r!! Ou")o'# ; 6
Co!)/u# $oo #r)# ! )/o# o8! !! r#
C/&T'&T0 1 . Di ff er e ntFo ods er v i c es t y l e s 2 . Ge ner a ls er v i c epr i n ci p l es 3. Sequenceofser vi ce 4. Handl i ngguest swi t hspeci alneeds 5. Wi neknowl edgeandser vi ce 6. Banquetser vi ce 7 . Fo ods a f e t ypr i n c i p l e s
A(('((M'&T C$%T'$%A0 1. Soi l eddi shesar er emovedwhenguest sar efini shedwi t ht hemeal . 2 . Foo ds c r a psa r eha nd l e di nac c or d an cewi t hhy g i e ner e gu l a t i o nsa ndent er pr i s e p r o c e d u r e s . 3 . Equ i p men ta r ec l e an edan ds t o r e di nac c or da nc ewi t hhy g i e ner e gu l a t i o nsa ndent e r pr i s e p r o c e d u r e s . 4 .T ab l e sar ec l ea r e d,r e se ta ndma der e ad yf o rt h ene x ts i t t i n gwh eng ue s t sar efi ni s he dwi t h t h eme al . 5. Guest sar et hankedandgi venawar mf ar ewel l . 6 . El e ct r i c al e qui pme nta r et u r n edoffwh er eapp r o pr i a t e.
C/&D%T%/&(0 (tudent1 trainee must e rovided with the following0
Cas hPay ment
Noncashpay ment s
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Paymenti nnot esand
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c oi ns Pa ymenti naf or ei gn
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c u r r e n c y Cal c ul at i ngc ur r enc y e x c h an ger a t e s
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Debi tandc r edi tc ar ds Che c k s( Per s ona l , busi nes s,t r av el er s ) I n ho us ev ou ch er s Char gest ocompany a c c ou nt s
Rec ei p t sI s s ue •
I s sui ngr ec ei pt svi ac as h
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r egi s t er / t er mi nal I s s ui nghandwr i t t en
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r ec ei pt Compl y i ngwi t hl egal r equi r ement sofhos t c ount r yt opr ov i der ec ei pt
M'TH/D/5/3)
A(('((M'&T M'TH/D0 Mod
•
ular 6self+aced7
view 6oral1 #uestionnaire7 'lec
•
ervation %ndu
•
8ilm
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stry %mmersion •
/s
•
tronic learning •
%nter
•
viewing
De monstration of -ractical ("ills Writt en e9amination
De
•
monstration Disc
•
ussion
L#r!! E:(#r#!)# < A)""#
Learning Outcome # C Co!)/u# $oo #r)# ! )/o# o8! !! r# Learning Activities
Special Instructions
This 5earning /utcome deals with the develoment of the %nstitutional Cometency 'valuation Tool which trainers use in evaluating their trainees after finishing a cometency of the #ualification. 3o through the learning activities outlined for you on the left column to gain the necessary information or "nowledge efore doing the tas"s to ractice on erforming the re#uirements of the evaluation tool. The outut of this 5/ is a comlete %nstitutional Cometency 'valuation -ac"age for one Cometency of Food and Beve$a%e Se$v*.e/ NCII. )our outut shall serve as one of your ortfolio for your %nstitutional Cometency 'valuation for P$ov*de "ood and #eve$a%e /e$v*.e/ !o %e/!/1 8eel free to show your oututs to your trainer as you accomlish them for guidance and evaluation. This 5earning /utcome deals with the develoment of the %nstitutional Cometency 'valuation Tool which trainers use in evaluating their trainees after finishing a cometency of the #ualification. 3o through the learning activities outlined for you on the left column to gain the necessary information or "nowledge efore doing the tas"s to ractice on erforming the re#uirements of the evaluation tool. After doing all the activities for this 5/F0 Co!)/u# $oo #r)# ! )/o# o8! !! r#; you are ready to roceed to the ne9t 5/0 M!# !"o:)"# (#ro!1
I nf or mat i onShee t4. 6 1 Concl udef oodser vi ceandcl osedowndi ni ngar ea Cl osedownf oodser vi cear ea 1.St or eand/ orpr epar eequi pmentf ort henextser vi ce,i naccor dance wi t he nt e r pr i s epr oc edur e s Att heendofs er v i c et her oom mus tbes er v i c edt omak ei tpar t i al l yr eadyf ort hene xt s hi f t . Th ep r o c ed ur e sc a ni n c l u de : •
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Cl ear i ng,c l eani ng,t i dy i ng,di s mant l i ngequi pment ,s t or i ngf ur ni t ur eandt ur ni ng v ar i ousi t emsofequi pmento ff Readi ngt her egi s t er s / POSt er mi nal sandr ec onc i l i ngt het ak i ngsaswel l ass ec ur i ng t het ak i ngsandal l r el ev antdoc ument at i on Pr epar i ngt hear eaf ort hene xts es s i onbys et t i ngupf ort hene xts er v i c ewhi c hma y i nc l udi ngor der i ngst oc kandst owi ngst oc kawayasr equi r edr eadyf ort hene xt s es si on Hol di ngadebr i efi ngs es s i ont or e vi e w ande v al uat et hes er v i c es es s i ont hathasj us t beenfi nal i s ed Handi ngo v ert her oom t ot hene xts hi f t .
St or i ngandpr epar i ngequi pment Aspr e vi ous l yment i oned,t her ear ev a r i ouspi ec esofequi pmentanddi ff er ents er v i c e i t emst ha tmus tbepr epar ed,c l eaned,mai nt ai nedandat t endedt obef or eanddur i nga s hi f t . Att heendoft hes hi f t ,s pec i fi candr egul art as k sma yber equi r ed.Thes epi ec esof equi pmentandi t emsmayneedt obe: •
•
Cl eanedandl ef toutr eadyf ort henex ts hi f t f orus es omet i mei nt hef ut ur e
Cl eanedandst or edawayr eady
T ur ni ngoffspec i fi edel ec t r i c al i t emsoradj us t i ngt hem i nl i newi t hhous e r equi r ement s .
1 33 7:Cl o s ed ownf o ods er v i c ear e a
Equi pmentando t heri t emst hatma yr equi r es uc hat t ent i oni nc l udes : •
Coffeemac hi nes
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T ea mak i ng
fi l i i
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Bai nmar i es
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T oas t er s
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Me nu sandwi nel i s t s
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Condi ment sandsauces
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Cut l er y
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Cr o c k er y
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Gl asswar e
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L i n en .
Al l equi pmentandi t emsmus tbec l eanedi nac c or danc ewi t hmanuf ac t ur er ’ si ns t r uc t i ons . Ref ert ot hes ei ns t r uc t i onsf ors pec i fi cdi r ec t i onsi nev er yi ns t anc e. Al l s t or agemus toc c uri nac c or danc ewi t hes t abl i s hments t andar dswhi c hma yi nc l ude: •
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•
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En su r i ngs t a ffa nde qui p me nts af e t yi nac c or d an cewi t hi d en t i fi edr i s kman age me nt pr oc edur esandOHSr es pons i bi l i t i es Ens ur i ngal l i t emsar ec l eanedbef or es t or age.Noi t em s houl dbes t or edi nan unc l eanc ondi t i on.Thi scanat t r ac tpes t s ,del ayt heus eoft hei t em wheni ti s neededandmak ei thar dert oc l eanatal at erdat e Ens ur i ngt hatf oodr el at edi t emsar epr ot ec t edf r om c ont ami nat i on Mak i ngs ur ei t emsar er et ur nedt ot hei rnomi nat edl oc at i onssot hatot hers t affwi l l know wher et heyar ewhent hesei t emsar eneeded Chec k i ngi ndi v i dual i t emsaspar toft hes t or agepr oc es s.Wher ey oui dent i f yani t em t hati suns af e,no twor k i ngpr oper l yori sdamaged,y ous houl dno t i f yy our s uper v i s or
Ch ec k sma yal s oi n c l u de : •
Refi l l i ngs al tandpeppers hak e r s
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Fi l l i ngupdr i nk i ngs t r awc ont ai ner s
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Refi l l i ngt oot hpi c kc ont ai ner s
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Cl eani ngi t emsi ndi v i dual i t ems .
134 El e me nt7 :Cl o s ed ownf o ods er v i c ear e a
2 .Cl e ar ,c l e anordi s ma nt l ear e ai na cc or da nc ewi t he nt e r pr i s e pr ocedur esandsaf et yr equi r ement s
Onc eequ i p me ntan do t h eri t e msar ec l ea neda nds t or edc or r e ct l y , t h ef o cu sn owi son ens ur i ngt hewor kar eai scl ean,t i dyandh ygi eni c .Whi l s tSec t i on1oft hi smanual des c r i besar angeoft as k st ounder t ak et oge tanar ear eadyf ors er v i c e,noneoft hes e c ant ak epl ac eunl es st hewor kar eai t s el fi scl eanandt i dy .
Cl e ar i nga ndc l e ani ng Var i ousar easi nar es t aur antneedt obec l eaned,c l ear edo rd i s mant l edatt heendof s er v i c eses s i ons . Th es ep r o c ed ur e smu s tb ec o mp l e t e di na c c or d an c ewi t he s t a bl i s h me nts t a nd ar d sa nd c ompl ywi t hal l s af e t yr equi r ement s . So me t i mesc l ea ni ngs t affper f o r mt he s ef u nc t i on sands ome t i me swai t i n ga ndba rs t a ffdo . I ns omec as es ,t hes et as k sar ec ompl et edatt heendo ft hes hi f t ,andi no t herc as es ,t he dut i esar el ef tunt i l t hes t ar t oft henex ts hi f t . Someoft hosear easmayi ncl ude: •
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St r i ppi ngt abl es–i nc l udi ngr emov al ofal l t abl ei t ems ,andt het abl ec l ot h.Par toft hi s pr oc es sma yi nc l udechec k i ngt heseat so fc hai r st oens ur et he yar ecl eanand t i d yi n gt h ea r e ai mme di at el ya r o un de ac ht a bl e .I ns omeca se sy ouma ybe r equi r edt oputt hec hai r sont het abl est of ac i l i t at eaf ul l c l eanoft hefl oorby c l eaner s Ar oundt hecoffeemachi newher ecoffeegr oundsandspi l l agear ecommon,and t her ei snor mal l yaneedt odoagener al ‘ c l eanandt i dy ’ .Wher er equi r ed, r epl ac ement sandt opupofi t emss uc hasc off ee,s ugar ,c r oc k er yet c .s houl d occur The waiter*s stations = to clean and relenish sulies
Laundr yar eas–i nc as eswher es er v i c es t affar er es pons i bl ef orl aunder i ngoft he di ni ngr oom/ barl i nent heymayhav ebas i cc l eani ngandt i dy i ngr es pons i bi l i t i es i nc l udi ngc hec k i ngl ev el sofc hemi c al sandl i nens uppl i es Ki t c henf oodser v i c ear ea.Thet as ksher es houl dber es t r i c t edt os er v i c er el at ed ac t i v i t i essuc hasr efi l l i ngc ondi ment s ,t i dy i ng,r epl aci ngus edi t emsbac ki nt ot hi s a r e a Res t r oom f ac i l i t i es .Commonl yt hepr i mar yr es pons i bi l i t yf orc l eani ngt hi sar ea bel ongst ot hec l eaner sbu twai t i ngs t affma yha v eendofs hi f tdut i essuc has : •
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Ch ec k i n gt omak esu r enopa t r on sr e mai ni nt h es ea r ea sa f t ert h e p r e mi s e sh av ec l o s ed Chec k i ngt os eei fan yi t emsha v ebeenl ef tt her e Ch ec k i n gt oi d en t i f yda ma geo rc l e an i n gn ee dst h atd ema ndi mme di a t e ac t i on. Repl eni s hmentoft oi l ets uppl i es ,asappr opr i at e
Fur ni t ur e–bas i cr equi r ement sma yi nc l ude:
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Rel oc at i ngt abl esandc hai r st ot hei r‘ or i gi nal ’ pos i t i on.Not et hats omepr oper t i es s i mpl yl ea vet abl esandc hai r sast he yar eanddonotr el oc at et hem unt i l t he s eat i ngpl anf ort hene xts es s i oni sdev el oped T ak i ngt abl et opsoft abl es .Wher et hev enueaddst abl et opst abl es ,i ti sas t andar d r equi r ementt ha tt hes et abl et opsar er emo v edands t or edatt heendo ft hes es s i on
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Remo vi nge xt r ac hai r st hatha v ebeenbr oughti n.Adi ni ngar eat hatnor mal l ys eat s 80ma yha vehadanaddi t i onal 6c hai r sbr oughti nf orases si ont oc at erf ors pec i al n ee ds .Th es e6c h ai r sha v et ob ep utb ac kwh er et h eywe r et a k enf r o m Remo vi nghi ghc hai r s .Wher epat r onsha v er eques t edahi ghc hai ri ti ss t andar d pr ac t i c et or epl ac et hes ec hai r sbac ki nt os t or age Fi x t u r esa ndfi t t i n gs .Ac he cko nt he ses hou l dbemad ewhi c hma yi n cl ud e: ecki ngf ordamage Ch •
Wat er i ngpl ant sasr equi r ed
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Cl e ar i ngpa per sorr u bb i s ha ndu se dg l a ss eset c .
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Wi n do wsa ndd oo r s–s p otc l e an i n ga sr e qu i r e da ndc h ec k i n gt oe ns u r e t he yar ecl os edandl oc k ed Al l fl oorar eas–pi c k i ngupl oos er ubbi s handc hec k i ngt oi dent i f yar eas t hatr equi r es pec i al at t ent i on
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Di s pl a ys–i nc l udi ngr es t oc ki ngdi s pl a yi t emsands ec ur i ngi t ems
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Gues twai t i ngar eaandr ec ept i on–s po tc l eani ngandt i dy i ng Gar bagear ea–r emo vi nggar bagef r om i nt er nal r ubbi s hbi nsandr epl ac i ngbi n l i ner s .Asment i onedabo v e:
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Wher ey oui dent i f yani t em t hati suns af e,no twor k i ngpr oper l yori s damaged,y oushoul dno t i f yt heappr opr i at eper s on Cl e ar i n ga ndc l ea ni n gd ut i e ss houl di n co r p or a t eo t h erc hec k ss uc hasOHS 136 c hec k s,s ec ur i t yc hec k s,s af et yi ns pec t i onst os av et i me.
El e me nt7 :Cl o s ed ownf o ods er v i c ear e a
Di s ma nt l i ngi t e ms Wh er en ec es s ar y , s t a ffma yber e qu i r e dt odi s ma nt l e: •
Pos t mi xs t at i ons–f orc l eani ng
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Es pr es s oma ch i ne s–f o rc l ea ni n g
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T abl et ops–t or et ur nt abl et opst ops t or age
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Bai nmar i es–f orc l eani ng.
St or i ngcl eani ngequi pmentawayaf t eruse Af t erc l eani ngdut i esha v ebeenc ompl e t ed,al l c l eani ngi t ems ,equi pmentandc hemi c al s mu s tbes t o r e da wa yi nt h ea ppr o pr i at epl a ces ot h ato t h er sc anu set he m wh enr eq ui r e d. Us ual l yi t emswi l l s i mpl yber epl ac edbac kt ot hear eaf r om wher et he ywer eobt ai ned. Thi ngst onot ewhenst or i ngi t emsawa yaf t erc l eani ngt as k si nc l ude: •
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St owi ngi t emsneat l yandt i di l y .Don’ tj us tt hr owi t emsi nt oar oom.Tr eatt hem wi t h c ar eandr es pec tandens ur et he yar eeas yf ort hene xtus ert oge tat Chec k i n gt h eeq ui p men tf o rf a ul t sorda ma ge .Whe r ei t e msar en otwo r k i ngpr o per l y
t hi smus tber epor t edi mmedi at el yt oy ours uper v i s ors ot hatar r angement sf or r epai r ,ors omeot heral t er nat i v e,c anbemade.Spec i al at t ent i onmus tbepai dt o el ec t r i c al equi pment •
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Cl eani ngt heequi pmentus ed.Thi sc ani nc l ude: •
Empt yi ngv acuum bags
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Emp t y i n gt h et a nk so fwe tv a c uu mc l e an er s
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Wi pi ngdowne xt er i ors ur f ac es
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Dr y i n ge qui p me nt ,wh er ea pp r op r i at e
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Wa s hi n ga nds an i t i s i n gmo psa ndha ng i n gt h em o utt odr y
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Cl eani ngbr ooms
Chec k i ngs uppl yl ev el ofc l eani ngc hemi c al s .Not i f yy ours uper v i s orwher e s uppl i esoft hes ear er unni ngl ow.Youma yber equi r edt oc ompl et ear equi s i t i on f ort hes e,ory ouma ybee xpec t edt oobt ai nt henec es s ar ysuppl i esf ort hes t or e r o o m
Chec ki ngs uppl i esofc l eani ngmat er i al ssuc hascl ot hs ,t r i ggers pr aybot t l es , c l eani ngpads ,s c our er s ,pr ot ec t i v egl ov esandobt ai ni ngwhati sr equi r ed.
137 El e me nt7 :Cl o s ed ownf o ods er v i c ear e a
3 .Se tupa r e ac or r e ct l yf ort hene x ts er v i c e,i na cc or da nc ewi t h ent er pr i sepr ocedur esandr equi r ement s
Att heendofeac hs hi f t ,t hedi ni ngar eama yneedt obes etupf ort hene xts hi f t : s omet i mest hi si sl ef tf ort henex ts hi f tt odo. Asment i oned,Sec t i on1oft hi smanualwi l l det ai l t hemaj or i t yofs t epsunder t ak ent o pr epar ef oranupc omi ngs hi f t ,s ot he ywon’ tber epeat edi nt hi ssec t i on. Se tupma yi nv ol v emi ni mal wor ki ft hene xts hi f ti sgoi ngt obes er v i nggues t swi t ht he s ameors i mi l art y peors t y l eofmenuandfl oorpl an,howev ers et t i ngupf ort hene xts hi f t ma yi nv ol v eagr eatdeal mor eeff or tandt i mei ft het y peofs er v i c eors t y l eofmenui s di ffer ent . Ther ef or et her ema ybesomeac t i v i t i est hatha v eno tbeenment i onedt hatneedt ot ak e pl ac e,es pec i al l yi ft henex ts er v i c eoffer i ngi sdi ffer entt ot heonet hathasj us tfi ni s hed.
Set t i ngupf orabr eakf astshi f t Somet i mest heev eni ngs hi f ts er v i c es t affwi l l hav et opar t i al l ys etupf ort hebr eak f as ts hi f t t hef ol l owi ngmor ni ng.
Thi sma yi nc l udeha vi ngt o: •
Rel a yal l t abl esands etc ov er sf orabr eak f as tmenu
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Pl ac ebr eak f as tmenusont abl esoratot herdes i gnat edl oc at i onsi nt her oom
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Pl ac es eal edpor t i onc ont r ol c ondi ment s( s uc hass ug ar ,j am andhone y)ont o s er v i c ear easorc us t omert abl es Se tupt hebr eak f as tbuff etwi t ht heappr opr i at eequi pment ,di s pl a y sandnonper i s habl ef oodi t emssuc hascer eal set c . Res t oc kr ef r i ger at edandnonr ef r i ger at edi t emst hatwi l l beneededt os er v i c et he b r e ak f a s tme nu .
El e me nt7 :Cl o s ed ownf o ods er v i c ear e a
Set t i ngupf oraf unct i on So me t i mess t affma yha v et os e tupt h ed i n i n gar e af o raf u nc t i o n. Thes er equi r ement swi l l v ar ydependi ngont het y peands t y l eofmenu,s er v i c es t y l e,and ot herr equi r ement st omeett hedemandsoft hec l i entf ort hef unc t i on. A‘ Func t i onSheet ’ s houl dbeus edt odi r ec tac t i v i t i eswhi c hma yi nc l udeaneedt o: •
Rear r angeal l t abl esandc hai r s
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Se tc o v er sont a bl esac c or d i n gt ot hemen u
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Se tu pabu ffe ta ndeq ui p me ntn ee de dt os e r v i c ei t
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St o cks p ec i fi cf o odan db ev e r ag ei t e ms
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Cl earanar eaf orent er t ai nmentordi s pl a ys .
Ent er pr i sepr ocedur esandr equi r ement s Regar dl es soft hes etupac t i v i t i est hatar et ak i ngpl ac e,i ti ses sent i al t hatany or gani s at i onal pr oc edur esandpol i c i esbef ol l owedbyal l s t aff.Whi l s tt hes ewi l l v ar yf or di ff er entor g ani s at i onsandf ordi ff er ents hi f t s ,s omec ommonr equi r ement si nc l ude: •
Ens ur i ngs af et yofpr emi s esandf ur ni t ur e,equi pmentet c .
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Pr es er v i ngf oods af et y
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Ens ur i ngs ec ur i t yoft hepr emi s esdur i ngs etup.Mos tpr emi s esar ec l os edt ot he publ i cdur i ngt hes epr epar at i ont i mesbutneedt oopenasr equi r edt oal l owac c es s bysuppl i er st ot hear ea.Thi sneedf orac c es sob vi ous l yhast hepot ent i al t o j eopar di s es ec ur i t ys os pec i al at t ent i onneedst obepai dt os ec ur i t yatt hes et i mes Fol l owi ngi dent i fi eds equenc esf orr oom pr epar at i on.Pr oper t i eswi l l nor mal l yha vea
s t agedwa yofs et t i ngupar oom s of ol l owi ngt hei dent i fi edpr oc edur esi sa nec es si t y •
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Communi c at i ngwi t hot her st oi nt egr at et o t al pr oper t yneeds Compl e t i ngnec es s ar ydoc ument a t i ons uc hasr equi s i t i onsf or ms ,‘ c hanger equi r ed’ s l i ps ,mai nt enanc er eques t set c . Adher i ngt oi mpos edl abourbudge tr es t r i c t i onssuc hasmak i ngs ur et ha tc er t ai n s t a ffk noc koffwhenr e qu i r e da so pp os edt od r a ggi ngou tt h ei rwo r kt i met og ai n e xt r apa y .
139 El e me nt7 :Cl o s ed ownf o ods er v i c ear e a
4 .Re v i e wa nde v al ua t es er v i c eswi t hc ol l e ague s,whe r ea ppr opr i a t e , i de nt i f y i ngpos si bl ei mpr ov e me nt s
I ti sr ec ommendedt hatt her ei sadebr i efi ngs es s i onatt hec ompl e t i onofe v er ys er v i c e s es s i on. Thedebr i efingi sashor tmeet i ng( 5–10mi nut es)wher emanagementandst affcan r ev i ewandev al uat et hepr e vi ousses si onwi t hav i e wt oc ongr at ul at i ngs t affont hei rwor k andeff or t ,andi dent i f y i ngar easwher ei mpr o v ement st os er v i c ec anoc c ur .
Re vi e wi nga nde v al ua t i ngt hes er v i c es es si on Pr i meconc er nsa tt hi smee t i ngshoul dbe: •
Communi cat i onbet weenf oodandbever agest aff
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Co mmu ni c a t i o nb et we enf o odan dk i t c h ens t a ff
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Coo per at i onbe t wee ns t a ffi nal l f oodan db ev e r a gea r e as
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I n t egr at i onofs er v i c ebe t weenf oodandbe v er ages t aff .
Th es up er v i s orl ead st h es es s i o n.Whe r et h ef o odan db ev e r a ges t affha v es ep ar a t e s uper v i s or s ,t het wos uper v i s or sconduc tt hedebr i efi ngj oi nt l yand: •
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Congr at ul at es t affonwor kt hathasbeenwel l donedur i ngser v i c e.Thi sc anbe gener i ci nnat ur eori tmays i ngl eouti ndi v i dual s t affwhoper f or medr eal l ywel l Hi ghl i ghtandl eaddi s c us s i ononpr obl emsandi s s uest hatar os ewi t hav i ewt o d et e r mi ni ngwha twe ntwr on ga ndho w as i mi l a re v en tc anb ea v oi d edi nt hef u t u r e Pr o vi det hes t affwi t hf eedbac kf r om t hei rper s pec t i v eofho wt hes es s i onwent . Pr o v i def ee db ac kt he yha v ec ap t u r edf r o mo t h er ss uc hasc us t o me r s , managementorot herdepar t ment s Rev i ewt hequal i t yofs er v i c edel i v er ypr ov i dedwi t hav i ewt oi dent i f y i ngc hanges
t hatc oul dl eadt opos si bl ei mpr o vement si ns er v i c edel i v er y •
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Enc our ages t afft oi dent i f yi s suesofc onc er nt ot hem,i nc l udi ngi dent i fi cat i onof pr obl emst he yha v ef oundwi t hequi pment ,s us pi c i ousp er s ons ,pr oc edur est hat ar enotwor k i ngeffec t i v el y ,l ac kofc ooper at i onet c . Pr es enti s s uesandde t ai l sofwhatc anbeex pec t edi nt hene x ts es s i onsuc haspr ewar ni ngs t affaboutaf unc t i on,ar ev i s eds t ar t i ngt i mef ort henex ts hi f t ,ex pec t ed c us t o me rn umb er s ,p r op os edsp ec i a le v en t se t c . Thankst afff ort hei reffor t sandc ont r i but i on.
140 El e me nt7 :Cl o s ed ownf o ods er v i c ear e a
5.Pr ovi dehandovert oi ncomi ngcol l eaguesandshar eanyr el evant i nf or mat i on
Ahando v eri sas i t uat i onwher et hedepar t mentr emai nsopenbutt hest affwor k i ngi nt hat depar t mentchange. Whi l ei ti sunc ommonandof t eni nadv i s abl ef oral l t hes t afft oc hangewhent her ei sa handov er( asi ti sbes ti ft her ei ss omec ont i nui t yofs t aff )t hi ss i t uat i onc ans omet i mes oc c ur ,es pe ci al l ywh er et h er ei sonl yones t a ffmembe rr u nn i ngade pa r t me nt .
Pr ovi di nghandover Th er ema ybet i me swh enas h i f th ast obeha nd edov e rt oani n c omi n gc o l l e ag ue . Dur i ngs uc ht i mes ,al l r el e vanti nf or mat i ons houl dbes har edwi t hi nc omi ngs t aff . Th ei nt e nt i ons hou l db et oac hi e v et h eh ando v erwi t ho utt h eg ues t sev e nbe i n ga war et h at i thashappened,orwi t hmi ni mal di s r upt i ont ot hem. Theonl yal l owabl edepar t ur ef r om t hi si swher eyouha vedev el opedas pec i al r el at i ons hi p wi t hgues t s ,andi ts eemsappr opr i at et os ay“ goodb y e”t ot hem.I nt hes ec as es ,no tt odo s oma ybei n t e r pr e t e da sbe i n gr u dean di mp er s on al . I ti si mper at i v et hatt hefl owofs er v i c ec ont i nues .
Pr ehandoverchecks Pr i ort odoi ngahandov er ,t heout goi ngs hi f ts houl dens ur e: •
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Thedepar t menti sc l eanandi ngoodor der .Thi si nc l udesal l ar easi nc l udi ngfl oor s , c ou nt e r s ,de sk s ,e qui p me nt Av a i l abl es t o ckhasal r ea dybe enp uta wa y–n ew,i n co mi n gs t affs ho ul dno tb e r es pons i bl ef ort hi sunl es st her ehasbeenane xt r emel ybus ys es s i ont hathas pr ev ent edout goi ngs t afff r om doi ngt hi s Wh er et h ed ep ar t me nth an dl e sc a s hp ay me nt s ,t h er emu s tb ec h an gei nt h er e gi s t e r
s uffic i entf ort henex ts hi f tt oatl eas ts t ar tt hei rs hi f twi t houtex per i enc i nga s h or t a geo fc h an ge .Wh er ene c es s a r yc h an ges ho ul dbeor d er e dt os up pl e me nt whati sal r eadyt her e. El e me nt7 :Cl o s ed ownf o ods er v i c ear e a
Shar i ngr el e vanti nf or mat i on I n f o r ma t i o nt h atma yne edt ob ea dd r e s s eda ndp as s e do nc o ul di n c l u de : •
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(tatus of the customer*s orders and service = what*s een served, where they are u to, what*s haening in the "itchen or ar in relation to the order. %ncoming staff need to e riefed, for e9amle, on what Tale > has ordered, what has een served so far and how long it has een since their last course was cleared
Av ai l abi l i t yofbev er agepr oduc t sands uppl i es–whati sr unni ngl ow,whathasr un out ,ho w man yser v esofXYZt her ear e,i nc l udi ngwhatac t i on( i fan y)hasbeen t ak ent os ec ur ee xt r as uppl i es Changesoral t er at i onst ot hemenu.Thi ss houl di nc l udeshar i ngde t ai l sabout t oday ’ sspec i al s ,i t emst hathav ebeenaddedatt hel as tmi nut eorj us tf ort oday i nc l udi ngi t emst hatt hek i t c henwant spr omot ed An yc u s t o me rc o mp l a i n t s–wh oh asc o mp l a i n edan da bo utwh at ,a nyc o mp l a i n t s t h ats ee mt ob ep ar to fat r e nda ndi n f or mat i o na bo utwh atac t i o nh asbe ent a k en i nr es pons et ot hes ec ompl ai nt s Rol esf ori nc omi ngst affmember ss ot hati ndi v i dual wor k er sk nowe x ac t l ywhatt he y ar et obedoi ngf ort heupc omi ngs hi f t .Fore x ampl ear et he ydoi ngf ood? Be v e r a ge ?Bo t h ?Ac t i n ga sr u nn er s ?Ac c e pt i n gp ay me nt ?Wh i c hs t a t i o na r et h ey wo r k i ng ? I nf or mat i onabouts pec i fi cpi ec esofequi pmentorut ens i l swi t hat t ent i ont oi s sues s u c ha sma l f u nc t i o ns ,d ama georl a c kofe qu i p me nt
Di s cus si ngfi nanc i al t r ans ac t i onsi nc l udi ngi dent i fi cat i onof : •
Whohasal r eadypai d
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T a bl e s / g ue s t swh er ea dv a nc e dd ep os i t sha v eb ee nr e c ei v e d
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142 E
An ygues t swhoha v ei ndi c at edt hatt he yal oneandno-oneel s eatt het abl ear et o g ett h ea c c ou nt Peopl ewhomaybedi ni ngonvoucher sGuest swhoar ei nhouseguest sand c anb ee x pe ct e dt oc har get ot h ei rr oo ms T abl e swh er ea cc ou nt sha v eb ee np r es en t e db utn oty e tp ai dTh es t at u so fe v er y ac c ounto rt abl ei nt her oom.
T as kShe et4 . 6 1
Wor kPr oj ect s I ti sar equi r ementoft hi sUni tt haty ouc ompl et eWor kPr oj ec t sasadv i s edbyy ourT r ai ner . Youmus ts ubmi tdoc ument a t i on,s ui t abl ee vi denc eoro t herr el e v antpr oofofc ompl e t i on oft hepr oj ec tt oy ourT r ai nerbyt heagr eeddat e. 7. 1 T of u l fi lt her eq ui r e me nt soft h i sWor kPr o j e cty o ua r ea sk e dt or e sea r c hh owt os t o r e and/ orpr epar eequi pmentf ort hene xts er v i c e,i nac cor danc ewi t hent er pr i s epr oc edur es , i nc l udi ng: •
St or i ngandpr epar i ngequi pment .
7. 2 . Res ear c hho wt ocl ear ,c l eanordi s mant l ear eai nac c or danc ewi t hent er pr i s e pr oc edur esandsaf et yr equi r ement s ,i nc l udi ng: Cl ear i ngandc l eani ng a wa yaf t eru se .
Di s mant l i ngi t ems
St or i ngcl eani ngequi pment
7. 3 . Res ear c hho wt os etupar eac or r ec t l yf ort hene x ts er v i c e,i nac c or danc ewi t h ent er pr i s epr oc edur esandr equi r ement s ,i nc l udi ng: Set t i ngupf orabr eak f as ts hi f t Set t i ngupf oraf unc t i on Ent er pr i s e p r o c ed ur e sa ndr e qu i r e me nt s .
7. 4 . Res ea r c hho wt or e v i e wa nde v al u at es er v i c eswi t hc ol l ea gu es ,wh er ea pp r o pr i a t e, i dent i f y i ngpos si bl ei mpr ov ement s ,i nc l udi ng: Re v i i
de v a lt i t h e
v i s e s s i 7 . 5R
c hh o t o v i d e
ha nd ov e rt oi n co mi n gc ol l e ague sands ha r ean yr el e v ant i nf or mat i on,i nc l udi ng:
Pr o vi di nghando v er .
143
El e me nt7 :Cl o s ed ownf o ods er v i c ear e a
Pe r f or ma nc eChe ck l i s tf or T as kShe et4 . 6 2
Cl osedownf oodser vi cear ea St or eand/ orp r e pa r ee qui pme ntf ort hene x ts e r v i c e,i na cc or da nc ewi t he nt e r p r i s e procedures
St or i n ga ndpr e pa r i n ge qu i p me nt .
Cl e ar ,c l e anordi s ma nt l ear e ai na cc or da nc ewi t he nt e r pr i s epr oc edur e sa nds af e t y r equi r ement s
Cl ear i ngandcl eani ng
Di s mant l i ngi t ems
St or i n gc l e an i n ge qu i p me nta wa yaf t e ru s e.
Se tupar e acor r e ct l yf ort hene xts er v i c e,i nac cor da nc ewi t hent e r p r i s epr oc edur e sand r equi r ement s
Set t i ngupf orabr eak f as ts hi f t
Set t i ngupf oraf unc t i on
En t e r p r i s ep r o ce du r e sa ndr e qu i r e me nt s .
Re vi e wa nde v al ua t ese r v i c eswi t hc ol l e ague s,whe r ea ppr opr i a t e ,i de nt i f y i ngpos si bl e i mpr ovement s
Re vi ewi n gan de v al uat i ngt hes er v i c eses s i on.
Pr ovi dehandovert oi ncomi ngcol l eaguesandshar eanyr el evanti nf or mat i on
Pr o v i d i n gh an do v er .
144
Pr es ent at i onofwr i t t enwor k
.
Rec ommendedr ea di ng oda ndc u l t u r e–ar e ad er Couni han.C.&VanEs t er i k ,P . ,2112( 3rd ed’ n) ,Fo ,Rout l edge, NY sent i al f oodandbev er ages er v i c ef orl e vel s1and2,Ho Cous i ns ,J . ,2010,Es dd er Ed uc a t i o n,L on do n t aur ants er v i c ebas i c s,J Da hmer ,S. J .&Ka l h ,K. W. ,2 00 9( 2nd ed’ n) ,Res o hnWi l e y& Sons,Hoboken,N. J er agemanagement Dav i s ,B.&St oner ,S. ,2012( 5th ed’ n) ,Foodandbev ,Ro ut l e dg e,Ne w Y o r k ageknowl edge,Rout Da vi s ,B.2012( 5th ed’ n) ,Foodandbever l e dge ,NY i ng' sdi c t i onar yofc l as s i c al andmoder nc ook e r yand Her i ng,R. ,1994( 13th ed’ n) ,Her pr ac t i c al r ef er enc emanual f ort hehot el ,r es t aur antandc at er i ngt r ade:br i efr ec i pes , pr of es s i onal k nowl edgec onc er ni ngwi ne,c oc k t ai l sandot herdr i nk s ,menuk nowl edgeand t abl es er v i c e,Vi r t ue,London oo da ndbe v e r a ges er v i c e, Li l l i c r a p,D. R. ,Cous i ns ,J .&Smi t h,R. ,2010( 8th ed’ n) ,F HodderEducat i on,London a l so fme nupl a nn i n g,J Mc Vet y ,P . J . ,2009( 3rd ed’ n) ,Fundament o hnWi l e y&So ns , Hoboken,NJ n t r o du c t i o nt oma na ge me nt Po we r s ,T .&Ba r r o ws ,C. W.&Re y no l d s ,D. ,2 01 2( 1 0th ed’ n) ,I i nt hehos pi t al i t yi ndus t r y,Wi l e y ,Hobok en,N. J na gi n gs e r v i c ei nf o oda ndb ev e r a ge Re y ,M. A.&Wi e l an d,F . ,2 01 2( 4th ed’ n) ,Ma oper at i ons,Educ at i onal I ns t i t ut eoft heAmer i c anHot el &Lodgi ng,Lans i ng,Mi c h v i n gp eop l ewi t hf oo da l l e r gi e s:k i t c h enma nag eme ntan dme nu Sc haef er ,J . J . ,2011,Ser c r eat i on,CRCPr ess,BocaRat on,FL
THFAB011A:Devel opandupdat ef oodandbever age Smal l Pr i nt ,2008,( Ver s i onVC6) ,SI knowl edge,Smal l Pr i nt ,Aus t r al i a
COMPETENCY ASSESSMENT TOOL Evidence Plan Competency standard:
FOOD 6 BEVERAGE SERVICES NC II
Unit of competency:
P$ov*de "ood and #eve$a%e /e$v*.e
Ways in which evidence will be collected: [tick the column]
The evidence must show that the trainee… The trainee must kno% ho% to deliver food items and cleanin food service areas accordin to establishment standards
•
The trainee must kno% to communicate and interpersonal skills accordin to establishment standards
•
The trainee must kno% the roles and responsibilities of the food service team accordin to establishment standards
•
The trainee must kno% ho% hyienic and appropriate personal presentation accordin to establishment standards
•
The trainee must kno% leislative on O' & S
•
(OT)* +Critical aspects of competency
n i n o i t s e u Q & n o i t a v r e s b O
& n o i t a r t s n o m e ! n i n o i t s e u Q
t r o p e " y t r a p d r i h T
o i l o f t r o #
n e t t i r $
Demonstration with Questioning Checklist
Trainee name: Trainer name: Qualification:
FOOD & E!E"#$E %E"!CE% NC
Unit of com'etenc(:
Develop and update food and beverage knowledge
Date of assessment: Time of assessment: nstructions for )emonstration
Given the necessary tools, the candidate will be able to demonstrate, Developing and updating food and beverage knowledge following standard procedures within 15 minutes. to show if evidence is demonstrated
DEMON%T"#TON
During the )emonstration of skills* )i) the can)i)ate: •
•
•
+es
No
N,#
Demonstrated ability in communication skills according to establishment standards and procedures.
Demonstrated ability plate carrying and clearing techniques in accordance with establishment standards and procedures.
Demonstrated ability to establishment’s recycling requirements standards and procedures.
•
Demonstrated ability in ordering and service procedures for establishment’s standards and procedures.
•
Demonstrated application of hygiene and safety principles according to established standards and procedures.
he candidate’s demonstration was! "atisfactory
#ot "atisfactory
%emonstration it" Oral uestioning "ec-list %E4ELO. A7% @.%ATE &OO% A7% BE4E0A(E F7O5LE%(E
Ges
O!tain pro*uct information on foo* an* !everages 3.3
4esearch general inforation on food and beverage products
3.5
dentify inforation reuired to full responsibilities of &ob role
3.6
Develop and aintain product knowledge in line with &ob role and responsibilities
3.7
dentify features of specic food and beverages which have potential custoer appeal
.rovi*e customers it" relevant foo* an* !everage pro*uct -nole*ge 5.3
+'er advice on suitable cobinations of foods and food and beverages where appropriate
5.5
*rovide assistance to custoers on selection of food and beverage ites
5.6
4espond courteously and authoritatively to custoer uestions in relation to enus and drink lists
5.7
*rovide advice on enu ites that reect the special dietary or cultural reuireents of custoers
Thet r ai nee ’ sunder pi nni ngknowl edgewas: Sat i s f ac t or y o Feedback t otr ai nee:
No tSat i s f ac t or y o
Thet r ai nee ’ sov er al lper f or manc ewas : Sat i s f ac t o r y o
Assessor ’ ssi gnat ur e:
No tSat i s f ac t or y o
Dat e:
7oH
