SECTOR: TOURISM
List of Competencies
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HOW TO USE THISCOMPETENCY BASED LEARNING MATERIAL (CBLM)
Welcome!
The unit of competency, “Welcome Guests and Take Food and Beverage
Orders” is one of the competencies of FOOD AND BEVERAGE SERVICE NC
II, a course which comprises the knowledge, skills and attitudes required for
a receptionist/food attendant.
The module, “Welcome Guests and Take Food and Beverage Orders”,
contains training materials and activities related to providing pre-meal
services to the dining guests as soon as they arrive in the food service
facility. It will cover the dining room or restaurant service procedures before
the food and beverage orders are serve.
Remember to:
Read information sheets and complete the self-checks.
Suggested references are included to supplement the materials
provided in this module.
Perform the Task Sheets and Job Sheets until you are confident
that your outputs conform to the Performance Criteria Checklist
that follows the sheets.
Submit outputs of the Task Sheets and Job Sheets to your
When you feel confident that you have had sufficient practice, ask your
trainer to evaluate you. The result of your assessment will be recorded in
your Progress Chart and Accomplishment Chart.
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MODULE CONTENT
MODULE DESCRIPTOR: This unit deals with the knowledge and skills
required in providing pre-meal services to the
dining guests as soon as they arrive in the
foodservice facility. It covers the dining room or
restaurant service procedures before the food and
beverage orders are served. This unit involves the
initial steps in the sequence of service that
includes the welcoming of guests, seating the
guests, taking food and beverage orders and
liaising between the kitchen and the service area.
NOMINAL DURATION:
LEARNING OUTCOMES:
ASSESSMENT CRITERIA:
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10 Orders are taken completely in accordance with the establishment’s
standard procedures.
11 Special requests and requirements are noted accurately.
12 Orders are repeated back to the guests to confirm items.
13 Tableware and cutlery appropriate for the menu choices are provided
and adjusted in accordance with establishment procedures.
14. Orders are placed and sent to the kitchen promptly.
15. Quality of food is checked in accordance with establishment standards
16. Tableware is checked for chips, marks, cleanliness, spills, and drips
17. Plates and/or trays are carried out safely.
18. Colleagues are advised promptly regarding readiness of items for
service
19. Information about special requests, dietary or cultural requirements is
relayed accurately to kitchen where appropriate.
20. Work technology are observed according to establishment standard
policy and procedures
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LO 1: Welcome and greet guests
CONTENTS:
ASSESSMENT CRITERIA:
1. Guests are acknowledged as soon as they arrive.
2. Guests are greeted with an appropriate welcome.
3. Details of reservations are checked based on established standard
policy
CONDITIONS:
Guidelines
Company rules and regulations
Simulated environment
METHODOLOGIES:
Modular/Self-paced
Demonstration
Video viewing
Picture/photos/drawings
ASSESSMENT METHODS:
Written test
Observation
Oral Questioning
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Learning Experiences
Learning Outcome 1
Welcome and Greet Guest
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Information Sheet 2.1-1
Welcoming/greeting the guest protocol
Learning Objectives:
Introduction
In this step you have to open the door for the guest, walk towards
them and welcome them by giving the appropriate greetings.
Remember:
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2. Take care of the guest.
In this step, you will ask if the guest has reservation. If the guest has
reservation, ask under what name and for how many guest. Then lead
the guest to their reserved table. If the guest has no reservation makes
them wait but not too long and check the availability of vacant tables.
You should also offer the guest the choice between the tables
available.
Remember:
Hostess must suggest aperitif by saying: "Would you like to sit at the
bar for an aperitif first or would you prefer to go straight to your
table, Mr./s (name of guest)?" She should follow the guest's response
and acknowledge by saying: "With pleasure Mr./s (name of guest),
this way please" Hostess should enquire about guest' preferred
section of the restaurant, by saying: "Would you prefer a smoking or
a non-smoking section of the restaurant, Mr./s (name of guest)?"
Hostess must engage in a light conversation tone with the guests
while escorting them. It should be natural and conversational way
(not overburdening with excessive conversation - conversation could
be on guests stay, which activities guests have enjoyed so far, etc.)
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TASK SHEET No. 2.1-1
Equipment : None
Steps/Procedure:
1. Ask your trainer to provide you with needed materials and
equipment
2. Demonstrate Welcoming Guest
3. Show it to your trainer for evaluation.
Assessment Method:
Observation
Demonstration
Interview
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Performance Criteria Checklist No. 2.3-2
CRITERIA
Did you…. YES NO
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LO2. SEAT THE GUESTS
ASSESSMENT CRITERIA:
1. Guests are escorted and seated according to table assignment.
2. Tables are utilized according to number of guests’.
3. Guests are seated evenly to control the traffic flow in the dining
area.
4. Cloth napkins are opened according to procedure requirements.
5. Water is served according to the standards of the foodservice
facility.
CONTENTS:
How to seat guests
Where to seat guests (controlling traffic flow of guests)
Opening napkins for guests
Procedure in serving water
METHODOLOGIES:
Lecture-discussion
Demonstration with return demo
Film showing
Visual aids like photos, lay outs, floor plans and drawings
ASSESSMENT METHODS:
Oral questioning
Simulation
Practical test with oral questioning
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Learning Experiences
Learning Outcome 2
Seat the Guest
Rate your own performance using Repeat the task if you fail to achieve the
performance criteria checklist 2.2- criteria.
1
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Information Sheet 2.2-1
How to Seat Guest
Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:
1. Enumerate the steps in escorting guest
2. Enumerate the steps in seating the guest
3. Demonstrate the steps in escorting and seating the guest
In this session, you will learn the proper way of welcoming, greeting, and
seating the guests. Be sure that guests are seated in order of their arrival,
giving preference to guests with reservations at their appointed time.
STEPS:
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Seating the Guests
STEPS:
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TASK SHEET No. 2.2-1
Steps/Procedure:
4. Ask your trainer to provide you with needed materials and
equipment
5. Demonstrate Seating the Guest
6. Show it to your trainer for evaluation.
Assessment Method:
Observation
Demonstration
Interview
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Performance Criteria Checklist No. 2.2-1
CRITERIA
Did you…. YES NO
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Information Sheet 2.2-2
Opening Table Napkins for Guest
Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:
1. Enumerate the steps in Unfolding Napkins
2. Demonstrate the steps in Unfolding Napkins
In this session, you will learn the proper way of unfolding a napkin. Opening
the napkin for your guest ensures that the napkin is out of the way when
drinks and foods are served. Some guests will open their own napkin as
soon as they sit down, others will wait for you to open it for them.
STEPS:
1. Pick up the napkin using the right hand from the right side of the
guest.
2. Unfold the napkin from its fold into a triangle
3. Place it across the guest's lap with the longest side of the triangle
closet to the guest
4. Move around the table opening the napkins, ladies first.
Learning Objectives:
In this session, you will learn the proper way of serving water. The purpose
of serving iced water is to refresh the guests' palates and allow them time to
select a pre-dinner drink. It should be available, although in some
establishments it may not be the practice to serve it unless it is asked for.
STEPS:
1. Position the water glass to the right of the wine glass above the table
knife
2. Pour water from the guest's right side
3. Move around the table pouring the water, serving the host last
4. Continue to offer water throughout the meal as required
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ASSESSMENT CRITERIA:
1. Menu is presented to guest according to enterprise standard
practice.
2. Information about house specials is provided in clear explanations
and descriptions.
3. Orders are taken in accordance with the enterprise standard
procedures.
4. Orders are repeated back to the guests to confirm items.
5. Recommendations and suggestions are made to assist customers
with drink and meal selections.
6. Customer questions on menu items are answered according to
established standard practice.
7. Special requests and requirements are noted accurately.
8. Tableware and cutlery for the menu choices are adjusted in
accordance with enterprise procedures.
CONTENTS:
Types of Menu
Presenting the menu
Taking food and beverage orders
Suggestive selling
Providing advice on food
Providing advice on wine
METHODOLOGIES:
Lecture-discussion
Demonstration
Role play
ASSESSMENT METHODS:
Simulation/practical test with oral questioning
Oral or written test
Learning Experiences
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Learning Outcome 3
Take Food and Beverage Orders
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Information Sheet 2.3-1
Types of Menu
Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:
1. Discuss what is a menu.
2. Enumerate the different types of menu
In this session, you will learn the types of menu. Menus, as a list of
prepared foods, have been discovered dating back to the Song Dynasty in
China.[1] In the larger populated cities of the time, merchants found a way to
cater to busy customers who had little time or energy to prepare food during
the evening. The variation in Chinese cuisine from different regions led
caterers to create a list or
menu for their patrons.
The menu first appeared in China during the second half of the eighteenth
century, or The Romantic Age. Prior to this time eating establishments or
table d'hôte served dishes that were chosen by the chef or proprietors.
Customers ate what the house was serving that day, as in contemporary
banquets or buffets and meals were served from a common table. The
establishment of restaurants and restaurant menus allowed customers to
choose from a list of unseen dishes, which were produced to order according
to the customer's selection. A table d'hôte establishment charged its
customers a fixed price; the menu allowed customers to spend as much or
as little money as they chose.[2]
Type of Menu
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The key characteristics are:
3. Carte Du Jour
- A menu listing dishes available on a particular day.
- Menu for the Day
Content of Menu
The foods on traditional menus are grouped into categories of related foods
according to the custom and preference of the management.
1. APPETIZERS
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juices, fruits
SOUPS
may be separate or grouped with appetizers, included
with table d’hôtel entrees.
ENTRÉE
steaks, seafood, meat, poultry, sandwiches, salads and
specialties.
DESSERT
pies, ice cream sherbet and sundaes.
BEVERAGES
coffee, tea, milk and other drinks.
COCKTAILS & WINES
Red wine, White wine and other cocktail drinks.
SPECIAL OF THE DAY
may be a left-over or a seasonal dish or chef’s specialty.
SEASONAL SPECIAL
attached to the menu when there is abundant supply of
particular food available at a low price
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Classical Menu (12 Courses) 3 hours
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Self- Check No. 2.3-1
Enumeration :
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ANSWER KEY No. 2.3-1
1. A la Carte Menu
Table de hote
Carte Du Jour
2. Appetizer
Soup
Entrée
Dessert
Beverages
Cocktails and Wines
Special of the day
Seasonal Special
3. Potage
Piosson
Releve
4. Appetizer
Soup
Salad
Main Course
Dessert
Coffee
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Information Sheet 2.3-2
Presenting the Menu
Learning Objectives:
Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:
1. Enumerate the steps in presenting the menu.
2. Demonstrate the steps in presenting the menu.
In this session, you will learn how to present the menu. Also, you will learn
to take orders and suggest menu items to guests
Presenting the Menu
“Ma’am/sir, I would like to present to you our menu for your selection, I will
take your order whenever you”re ready
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TASK SHEET No. 2.3-2
Equipment : None
Steps/Procedure:
7. Ask your trainer to provide you with needed materials and
equipment
8. Demonstrate Presenting the Menu
9. Show it to your trainer for evaluation.
Assessment Method:
Observation
Demonstration
Interview
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Performance Criteria Checklist No. 2.3-2
CRITERIA
Did you…. YES NO
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Information Sheet 2.3-3
Taking Food and Beverage Orders
Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:
1. Discuss taking food and beverage orders
2. Enumerate the steps in taking food and beverage orders
3. Demonstrate the steps in taking food and beverage orders
Taking orders
Options available
The method of taking orders may vary from establishment to establishment,
and can vary within the one business.
Staff may be required to:
Remember orders relying solely on their memory, as
is the case at most bars and in some restaurants
Record orders on paper-based order forms such as
waiter’s dockets and order pads
Record orders using electronic means such as small
hand-held computers (PDAs – Personal Digital Assistants) which also
send the orders to the kitchen or bar and interface with point of sale
registers to facilitate account tracking, processing and payment.
The role of the order
The order serves four different purposes:
Informs the kitchen or bar staff of the order so that they can produce the
items required by the customers
Informs the service staff of any changes needed to the cutlery. Some may
need to be removed, some may need to be added or exchanged
Identifies who is eating or drinking the items ordered so that the right item
can be served to the correct guest
Provides the basis from which an account can be made up and presented to
the customer at the end of the dining experience.
Whatever the method used, orders should be taken promptly and accurately
with minimal disruption to the customers. You need to pay attention to what
is being said, and use positive body language and verbal communication
when taking the order.
Doing this and getting this right is important as it guides both the
adjustment of covers to reflect what they have ordered, and the actual
delivery of meals and drinks to the correct person without having to
ask “Now, who’s having the veal?”
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The Number One person may be the guest who is sitting closest to the
front entrance, or they may be sitting closest to the central pillar in
the restaurant. It’s up to you to:
Leave adequate space on hand-written food dockets, between the
entrées and mains, to clearly define the break in the order. Note that
dessert orders are usually taken after the mains have been served and
cleared away, unless otherwise stipulated
Repeat the order to the guest to ensure you have got it right. Always
ask for clarification if unsure of a particular order.
STEPS:
1. When the guests seem ready to order, stand near the table
2. Stand straight, with both feet on the floor
3. Offer and explain the house specialties and menu enthusiastically.
4. Answer the guests' questions honestly but without speaking badly of
any dish on the menu
5. Make suggestions and offer alternatives
6. Ask for the order. Address ladies before gentlemen, unless there is
an obvious host who may be ordering for the table
7. Hold the order-taking pad in your left hand.
8. Stand to the right of the person whose order is being taken
9. Be quick, yet courteous
10. Maintain a conversational tone even if its busy and noisy. Don’t
shout and don’t ask guests to shout their order
11. Repeat the guest order accurately
12. Always smile and be attentive
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Operating ordering systems
All transactions should be undertaken within establishment guidelines
relating to:
Honesty and integrity. Guidelines cover policy such as not charging
for items that were not delivered or not charging person X for
something that person Y received
Accuracy – checking all entries, extensions, additions and other
calculations to make sure that the customer isn’t overcharged and
that the venue captures all the revenue to which it is legitimately
entitled
Speed – ensuring that accounts are compiled and presented in a
timely manner consistent with honesty and accuracy. Never sacrifice
accuracy for speed
Explanation and description of charges. This should detail fully the
nature of all charges so that no confusion or suspicion about charges
exists
Customer service – treating customers with the courtesy they merit in
relation to the taking of the order, processing of the order and
presentation of the account for payment.
The manual system
Dining order systems can vary greatly.
The type used largely depends on individual establishment’s preferences
based on matters such as:
Their previous experience with using an ordering system – including
evaluation of how existing systems are performing
The number of orders processed – bigger numbers may encourage the
establishment to use an electronic system
Skills of staff and the availability of skilled staff – most premises
dislike having to train staff, but will do so where they have to.
For educational purposes, the following explains how to write a
manual food order. Check what applies where you work and stick to
establishment procedures where they differ from what is presented.
Below is an example of an easy to read food docket: note how each person
has been numbered to identify their meal selections.
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2x Garlic Bread
2x D/F Calamari 1, 3
1X Beef Kebabs 2
2X W-Chicken Salad 4, 5
1X S.O.D. 6
1X Seafood Bskt 1
2X Spaghetti Mar 2, 3
1X Chick-Avocado 4
1X Calamari (Ent) 5
1X Scot-Steak M/R-No 6
Sauce
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Some systems have a dedicated ‘training’ option enabling you to practice on
the actual equipment during working hours without interfering with the
working orders.
Software applications
This computerised system enables electronic management of food and
beverage orders.
A main terminal enables data input to the system. This data
comprises the menus for all the restaurants hooked up to the
system, along with prices of each item. This information could
be input by the F & B Manager or receptionist.
Each outlet has its own terminal that displays the menu. This is
a touch screen as there is no keyboard like a normal computer.
Printers are an integral part of the system and they are present
in each of the food outlets, as well as in the kitchen.
Checks must be made before shifts to ensure the screens are ‘up’, and the
printers have toner and paper.
As an order is taken by waiting staff, the order is entered into the system,
via the touch screen terminal. A ‘table tracking’ facility is activated so that
dishes can be added to the initial order, and a track can be kept of the order
for the nominated table number.
The system also has a facility for each table to have seat numbers assigned
to their particular order.
The order is then sent to the required service point, which will normally be
the kitchen and may include the bar. The order is printed out in the service
area, detailing not only the items required, but also the table number, time
and the name and/or number of the waiter.
Orders may be changed as guests change their minds, or as other
circumstances dictate.
Food and beverage orders can be entered at the one time, or using the table
tracking facility, separately by different waiters.
Items that have been incorrectly entered can be deleted and items can be
voided. Both food and beverage can be added to the account during the
meal.
Entering a dish or a beverage automatically triggers the designated selling
price.
When the guest requests their account, the system enables printing of their
bill. Various adjustments can be made to the account enabling discounts
and vouchers to be used.
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The system allows payment by cash, cheque, and credit card or via account.
Payment may also be made by any combination, such as half in cash, half
by credit card.
At the end of the shift, a summary can be printed detailing various aspects
of the takings for that period. A breakdown of cash sales,
credit card sales, voucher sales, cheque sales, cash out,
discounts and gratuities. Sales by table and staff member
are also available.
The system also enables the handling of advanced deposits.
Normal reconciliation, cash handling and security
procedures apply during the shift, and at the end of trade.
Hand-held electronic order pads
These, as the name suggests, are small hand-held ordering devices (PDAs)
that waiters take to tables instead of using handwritten order pads.
A pointer is used to navigate the screen and ‘key in’ the order which is then
communicated to a printer:
In the kitchen to let the kitchen staff know what is required
To a point-of-sale terminal to generate the account for the customer.
Opinion appears divided as to the relative benefits and disadvantages of this
system with many users pointing to the need for sufficient training in their
use before they can be competently and professionally when taking an order.
These devices integrate with other establishment systems such as the POS
register and kitchen and bar printers and may: Reduce the errors that
occur when orders are taken
Improve customer service levels
Increase service speed.
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Learning Objectives:
Eye contact – Take the extra moment, possibly with just eye contact to
affirm their importance to you and your restaurant business.
Smile – Your smile opens the door, speaks about your waiter openness as a
service person and his approach. The phrase “the customer is always right”
is a well-known rephrasing of this. Customers naturally goes to restaurants
to enjoy and don’t want to see depressed faces around them.
Positive attitude will help to achieve your goal to increase sales volume of
your restaurant, and guests will be less likely rude when rejecting a
suggestive selling.
For effective suggestive selling in restaurant you need time and continual
practice to train restaurant staff.
Trying to figure up what are customer needs is not always easy. Someone
who maybe look like vegetarian could prefer meat and steak and opposite.
Be sure that you don’t push to much your guest to order something , more
to add on something what nicely compliment his order.
When it comes to returning customers, it is a bit easier. Try to remember
what your regular customers like to eat and drink, an adjust your
recommendation according to that, or suggest something what your regular
guest still have not try and you might think that he could like it.
Encourage regular guests who always order the same dish to try new dishes
from menu. This may increase frequency of their visits. And do this
discreetly.
Wait staff are an integral part of success. Your waiter should know the best
everything about the food and beverages in your restaurant menu. But does
he have skills and knowledge to convince restaurant customers to try the
food on his recommendation?
If he does, keep him as a gold, if he does not – do some training.
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Suggestive selling in restaurants is not easy , your staff members need to
feel confident in their customer service skills. And to feel confident they need
to have lot of practical work. So push them into the fire. He will grant
confidence and loyalty of customers by time.
Most important thing about suggestive selling is that your wait staff need to
think about it less how much to sell something and more how to help
restaurant guest to get best experience when eating in your restaurant.
Waiter must not order food for guest, idea of suggestion selling in
restaurant is to add food or drink on ordered meal.
And if the guest ordered stakes for two, waiter should know that they will
wait for their meal about 20 minutes, and he helping to guest to get nice
experience with offering them salads for start because 20 minutes is much
time to wait if you are very hungry. It is all about „add on“.
And if guest want a dessert for example waiter should add on coffee or some
other drink which complements desert. The receipt will be really boosted if
your waiter succeed to add on bottle of wine to a meal. Restaurant manager
should even consider to send key servers out for sommelier training. If the
guest refuse offer waiter should not take it personally. Instead, he should try
to add something else like fresh fruits which chef brought this morning .
Knowing the restaurant menu gives more flexibility and it is the best
guide for suggestive selling.
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This kind of drink and dish description will make that customers feel that
they get high quality customer service instead of sales pitch. It can also
maintain customer’s loyalty.
“We have an excellent dry white wine that has won several recent awards,
and it will complement that fish nicely. Can I interest you in a bottle?”
„Would you like to start with a delicious tomato-basil bruschetta served with
seasoned virgin olive oil and toasted French bread.”
“Would you like a slice of our homemade chocolate layer cake layered with a
rich dark chocolate ganache and strawberry filling „?
Some phrases and expressions that can be used with suggestive selling in
restaurants ;
Consumers around the world seek good tasting food when choosing what to
eat between meals. Consumers in the U.S. seeking for something quick and
easy.
According to the NPD study, International Food and Beverage Habits Brazil,
Russia, India, Mexico, and China the U.S. has three peak times for between-
meal snacking, whereas in Brazil and Mexico there are two between-meal
occasions. This information can’t be ignored. It is opportunity for suggestive
selling in bars and coffee shops. Offer small bites like nachos, jalapeño
poppers and sliders an affordable prices and sell it.
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Characteristic of perfect waiter for effective suggestive selling
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customer’s preferences and other factors such as how much time they have
for a meal and how much money they can spend on dinner or lunch.
You need to have clear goal and benchmark to measure your profit. Maybe
you will make a big response if you make „free“ or „half price“ offer, but
could your restaurant afford it?
Calculate the profitability of your offer. Most expensive items from
restaurant menu are not necessarily the ones that bring in the highest
profits. When you making plan for suggestion selling focus on those dishes
which are profit drivers.
Even no profit special offer is acceptable if it could bring new customers or
make some regular once.
Special offer should be always part of your advertising. That is one of the
main reason why people buy something. You should use it for restaurant
promotion.
Would you like to serve you fries with it? Today is 50% off?
You’d be very surprised when you see the results of increased profits only
with suggestive offering of fries with a meal with or without discounts. This
could make a big positive changes in your final bottom line.
It s very important that your wait staff never suggest too much items
from the menu. If waiter suggest wine, he should not suggest main meal.
Think about a dessert. If your customers likes wine, maybe he should
recommend dessert too. Waiter must develop a sense when should stop,
and when jump in and stay unobtrusive.
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Never recommend leftovers, something you would not eat yourself! I
think that something what you would not eat yourself should not be at
restaurant menu at all , but if there is something like that on menu, never
recommend it. Do that only if you want to lose your customer immediately.
Never describe the food or drink as something that is not. This can lead
to great customer’s disappointments. Always describe menu items as it is.
Possible customers reactions are different if do not receive what they were
promised, they will be dissatisfied and react in the following ways:
they will not comment but they will also not come back;
they will not comment, but the next time they come, they will not
listen to suggestions; instead, they will order as they wish regardless
of the efforts on the part of the wait staff;
they will return the recommended meal or drink. It can really be very
awkward.
4. Standard Accompaniments
This refers to the sidings that accompany the dish. The waiter must
know what goes with a set meal so that he can inform the guest right
away.
5. Complementary Items
One way of increasing sales is to push the sale of items that best
complement a food ordered. Wines, for instance are designed to
complement a dish.
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Highlight the special qualities of the dish. Mention the features that
make it a better choice – its uniqueness, lower fat-calorie content ,
tenderness, juiciness, freshness, portion size, etc.
“For your dinner, would you go for meat , chicken or sea foods?”
“As a steak lover, I’m sure you will love our roast prime rib, served with side
salad.”
“As a chicken lover, you will surely love our Roast Chicken, or you can try
our chicken galantia or chicken inasal.”
“I’m sure you will enjoy any of our Classic favourites like very tender Texan
BBQ US short plate beef or a roast chicken or chicken galantia.”
“Our hainanese chicken is a healthy option for you. And it goes well with a
light serving of tossed green salad.”
“Our fruit juices are truly refreshing and nutritious. They are prepared out
of fresh fruits, high in nutrients and low calories.”
“You will surely enjoy our chef’s special for the day , a very tender and juicy
baby back ribs.”
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Information Sheet 2.3-5
Providing Advice on Food
Learning Objectives:
Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:
1. Discuss Providing Advice on Food
2. Discuss the Customers need and dietary and cultural needs
3. Enumerate the principles of cooking
4. Enumerate the different cuisine
One of the key areas of customer service which a waiter can provide
customers with is advice or recommendations to help ensure the customer
is able to order a food or beverage item to suit their needs.
Whilst information is often provided to customers before they decide on a
meal, its importance warrants a section which focuses solely on this
important practice.
Answer customer questions on menu items
A major part of the service staff’s role is to respond to guest questions
regarding menu items. Doing this provides not only an
opportunity to be of service but also to promote items
in line with the kitchen’s advice.
A high level of product knowledge is needed to answer
guest questions, and in the majority of cases, you will
need to ask questions yourself to make sure you have
the necessary information to pass on to customers or
guests.
All information provided to guests in response to their questions must be
truthful and conveyed in a courteous manner.
Common customer enquiries include:
Dish ingredients
Cooking / preparation time
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MSG and flavourings
Serving sizes
Freshness of ingredients (seafood)
Cooking styles
Meat or meat stocks
Menu and cookery terminology
Side dishes
Calorie/fat content.
This information is vital in enabling you to effectively promote dishes and
respond to questions from customers.
However, regardless of how much work and research you do, there will
always be occasions when you are asked a question you can’t answer. When
this happens, don’t get upset, annoyed or embarrassed. Treat it as a
learning experience and:
Apologies to the guest
Tell them you don’t know the answer to their question
Tell them you will go and find out, ask the kitchen etc.
Go back to the guest and pass on what you have found out.
As well as giving information to the kitchen and bar, you will
be required occasionally to pass on information from the
kitchen and bar to patrons.
This information can be:
Finding out from the kitchen answers to questions asked by
guests – such as the ingredients in a certain dish
Clarifying cooking methods, temperatures, side dishes or sauces that were
not recorded on an order
Passing on to guests the bad news that their mains will be delayed
Letting the guests know that unfortunately all of a certain item has been
sold out, and that they need to order something different.
Make recommendations and optimise sales
As a food and beverage attendant it is your role to
make the eating experience as enjoyable as possible.
Quite often customers experience indecision and any
helpful suggestions or recommendations from you
could be beneficial.
Customers do not have the same in depth menu
knowledge as you do so try to put yourself in the
customer’s shoes and make recommendations based on what you think they
would like.
Don’t be shy about asking probing questions to help with your
recommendation.
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Sale of additional items
It is your role to increase revenue for the outlet
and the organization as a whole. When customers
are ordering food, don’t be shy about suggesting an
additional item that would complement the meal.
Some examples include:
Side salads, vegetables or French fries
Starch foods like wedges, fries, rice or other potato
formats
Beverages to compliment meals
Additional sauces or condiments
Desserts
Upsizing/upgrading meals
Many food companies now sell different sizes of the same item to offer a
greater choice. With the incentive of a larger meal for a small increase in
price, many customers like this option.
Package meal deals
Many popular fast food companies employ this concept where for a set price
you get three or more food and beverage items. Not only does this make
ordering and preparing food easier, it also guarantees a minimum of three
items being sold.
Suggestive selling
In addition if customers are sure about a certain meal (e.g. chicken) but
aren’t sure of a specific dish, whilst you may not directly suggest the highest
price dish, many attendants know of items that have a higher profit margin,
which they may be trained to suggestive sell.
The style of cooking
Many people eating in a restaurant featuring a particular ethnic theme can
be expected to ask lots of predictable questions about what to eat. Lots of
restaurants will feature a special menu or selection that enables new diners
who are unfamiliar with the menu, foods, terms or cooking styles to ‘graze’
over a variety of dishes in order to provide a sample of all the cooking styles,
flavours etc. The nature of the dishes featured
Where the dishes offered are meals served in select countries such as roasts,
steaks, schnitzels or pasta there is little need to explain many of the items
featured to Western customers as they may already be familiar with them,
but detailed explanation may need to be offered to others who may not be
familiar with the items. Even these dishes can still require explanation even
though they are well known by customers. For example, you can expect
many diners to be familiar with lasagne and perhaps fettuccine but they
may not know the difference between penne, rigatoni or tagliatelle.
The range of items offered
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Usually the more extensive the menu, the more explanation needed. This
can relate to: Large numbers of items on the menu Extensive numbers of
courses. A seven course meal may comprise: 1. Appetisers 2. Soups 3.
Salads 4. Main courses with vegetables, potatoes and side dishes (where
applicable) 5. Desserts – hot or cold 6. Cheese platter 7. Coffee and petit
fours There are no laws that govern how many courses you should offer or
how many the guest has to eat. The traditional ‘3 course meal’ remains the
most popular with diners at dinner, with a single or two-course meal being
most popular at lunch. The age of the diners
Children sometimes need to be tempted by attractive descriptions, whether
verbal or written. Some children’s menus feature colour photos in the same
way that fast food outlets advertise their products and make them look
appealing. Older patrons who are familiar with dining out traditionally
require little or no advice, but may seek information about specials and the
origin of products. The ethnic background of the diner
Where the diner is, say, an international tourist it is to be expected that they
will require more advice and assistance, especially in situations where they
are seeking a local experience. In an ethnic restaurant, the questions from
people of that background will tend to be different to the non-ethnic diner.
The ethnic diner is more likely to understand what a dish is but will tend to
ask more incisive questions teasing out information about cooking styles,
ingredients, length of cooking, seasonings etc. The nature of the group being
served
This is an element that varies enormously between individuals and different
parties. Business clients who are dining in a group may seek to question
you extensively, perhaps just to impress their colleagues, while other diners
may just want a ‘quick meal’.
Similarly, people in groups may be ready to accept a group decision about
what to eat, while others seem to want to show off with the questions they
ask before placing their order How quickly they want to eat
Those who want to eat a quick meal are less likely to ask many questions
apart from “What’s quick?” Nearly anything will satisfy these diners
providing they can get it straightaway. All the above can impact on both the
assistance that will be sought, and the extent to which you may deem it
appropriate to offer suggestions. As with other aspects of customer service,
you should adopt a ‘horses for courses’ approach which recognises and
addresses the individuality of each customer rather than using a ‘one size
fits all’ orientation. “Push this dish!”
In addition, there will frequently be occasions when the kitchen will ask you
to ‘push’ a certain dish or two. This may be done to: Clear a specific menu
item – so that all the dishes produced can be profitably sold as opposed to
having to throw some of it out at a total loss Promote it – in order to
determine how acceptable a new or proposed dish will be, the kitchen may
ask for a special effort to sell a certain dish so that feedback about it can be
obtained Optimise profits – because the profit return from a certain dish is
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exceptional or the most profitable dish on the menu. Pasta, noodle and rice
dishes are often highly profitable menu items Provide dining variety –
because it truly is a Special dish featuring in-season produce and of a one-
off nature. When assisting your guests, you must remember that all you are
doing providing them with information. Never try to force your preferences or
the kitchen’s requirements on them. By all means assist, suggest and
recommend but never force, cajole, misrepresent or coerce!
Offer options and possible variations to customers where appropriate
Offering options and possible variations to customers is another way of
providing exceptional customer service. It is a tangible way of demonstrating
your interest in them as an individual and in their particular needs. Once
again, it is this type of service that separates your premises from the
opposition across the street.
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There would appear little difficulty in accommodating some of these requests
but standardisation must be ensured. For example, how many oysters
would be appropriate for the main course serve size if there were eight
oysters in the entrée. This needs to be determined not only from a costing
perspective but also to ensure that all meals come out the same if other
people in the restaurant also order the same thing.
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But there is more to it than that, especially where individuals have an
allergy to certain products. It is fair to say that the vast majority of people
with special dietary needs are aware themselves of what they can and
cannot eat, and are able to order suitable dishes based on your advice as to
what is available in the kitchen.
An increasing number of guests will advise the kitchen in advance when
they make a reservation where they have special needs, and organise a
suitable dish. Some may even bring their own pre-prepared meal in where
the kitchen has difficulty meeting a specific diet-related request: in these
cases there is usually no charge to the guest but check what applies where
you work.
It is a useful tool to develop a list of dishes, either taken from the regular
menu or which can be produced ‘to order’, to cater for customers with
special dietary needs.
Low-fat meals require meats that are lean, trimmed and fat free low-fat
dairy products and the use of other low-fat ingredients and alternatives
such as margarine.
Low-salt meals require the preparation of foods without the use of salt.
Kitchen staff will use salt substitutes and other items such as herbs and
species, garlic and ginger to add flavour. Many pre-prepared items must be
avoided and all foods that are salted or pickled must also be avoided.
Low-calorie meals are similar to low-fat meals focusing on the reduction of
fat and sugar from the dishes. In addition, serve size may be a factor and
the dish may need to be of limited dimensions.
Diabetic meals should be low in fat and sugar, and conform to the portion
controlled size required by the customer.
Fresh foods, low-fat fish, lean meat and ‘plain’ cooking styles such as
steaming or grilling are most appropriate.
Gluten-free meals mean the elimination of gluten found in grains such as
wheat, rye, barley and oats, and the use of specific gluten-free foods.
Fruit and vegetables, nuts and brown rice are alternative sources of fiber,
subject to personal taste.
Vegetarians
Those who state they are vegetarians are also worthy of special
consideration, and the term ‘vegetarian’ is one that has the potential to
mean many things to many people. In truth, there are several types of
vegetarianism (see below) and it is worth asking the guest who mentions
they are vegetarian, exactly what sort of vegetarian they are. To some people,
being a vegetarian simply means not eating any meat, while to another it
means not eating any animal products at all.
The classifications of vegetarians can be quite large and include:
Vegetarian requests – this is probably the most common dietary-related
request and can include:
Lacto-ova vegetarians/Ova-lacto vegetarians – these are the majority of
‘vegetarians’. They eat dairy products and eggs but not meat of any kind of
meat, poultry or fish
Lacto-vegetarians – they don’t eat meat, poultry or fish. They don’t eat
eggs but they eat dairy products
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Pescatarians – people who don’t eat meat, poultry or animal flesh but do
eat fish
Vegan – this definition is open to various definitions so it is best to check
exactly what the diner means when they say they are a ‘vegan’.
Generally a vegan can be seen as anyone who doesn’t eat meat, poultry,
fish, eggs or dairy products and doesn’t eat foods derived from animals such
as gelatine.
The person may also stipulate that they are served only raw/unprocessed
foods, or foods that have not reached a temperature of above 46ºC because
they believe foods above this temperature have had some of their dietary
goodness removed. Other variations include vegetarians who have decided to
eat one type of meat, but not others. For example, a porco-vegetarian has
elected to consume pork and pork products but will avoid all other meat
types. Asking questions to determine the person’s exact requirements is
important, as is maintaining a positive approach to the customer and
ensuring they do not get the impression that their decision to be vegetarian
is an annoyance to us. Cultural needs
Jewish customers may wish to eat ‘kosher’ food which means food that is
deemed by them to be ‘proper’ according to Biblical beliefs and laws. A full
understanding of kosher food is complex and the following notes are
designed to provide an overview rather than a detailed study. Kosher meat
may only be sourced from certain allowed animals such as ruminants with
split hooves, domestic birds such as chicken and turkey and fish with fins
and removable scales. All ruminants must be slaughtered by special
slaughtermen according to Jewish law, and during food preparation, special
other considerations must be observed such as ensuring that milk and meat
are not mixed together.
Principles of cooking
In general terms, cooking may be seen as the application of heat to food.
There are numerous ways this heat can be applied, and a diverse range of
equipment with which to apply it. There is no doubt that many cooking
processes are similar. These are very much variations on a theme in many
cases, and yet genuinely different within their similarity. The subtle
differences have been devised to cater for specific reasons which will be
explained below. Naturally, the recipe being used will traditionally dictate
the cooking method to be used, with commonly used options including:
Boiling Braising Steaming Baking Grilling
Poaching Stewing Deep frying Roasting Shallow frying
There are several reasons why we cook food, and it is interesting to
understand what some of these are. They include:
To make the food palatable. This means cooking food makes it easier for
us to digest it and benefit from its nutritional properties
To enhance its sensory appeal. Cooking food produces lots of things that
we find attractive. It creates lots of tempting smells, it produces the colour
that we often take for granted when presented with a meal, and it brings
about the wonderful flavour combinations that we have come to expect from
so many of the foods we eat
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To provide us with choice. The wide variety of foods we enjoy today are
brought about, in many ways, by the huge diversity of cooking methods
available to us. Think of the humble potato and then consider all the
marvellous and different ways it can be cooked and served.
Cooking methods
Naturally, the recipe being used will traditionally dictate the cooking method
to be used, with commonly used options including:
Baking
Baking is the principle of cookery in which food is subjected to the action of
dry heat in an oven. This dry heat is modified by steam produced by the
water content of the food being baked. Some items need steam to improve
volume and crispness. Most foods can be baked. Fish, meat, vegetables and
fruit are all suitable. Other items prepared through this process include:
Meringues Egg custard Biscuits Genoese sponge Puddings
Soufflés Vol-au-vents Croissants Bread rolls Savarins Scones
Cakes Muffins.
Blanching
Blanching is the process by which food is placed in rapidly boiling water for
a very short time. The food is then refreshed by rinsing it or plunging it into
cold water to stop the cooking process. Blanching is often a preliminary
process to other cooking principles, such as sauteing, glazing, braising or
deep frying. Blanching can be done using a cold water start or a boiling
water start.
Boiling
Boiling is the principle of cookery in which food is completely immersed in
liquid and cooked at boiling point (100°C). Most foods have to be cooked in
water to become edible. Foods preserved by salting need water to become
edible: the water de-salts the food. Corned beef is a good example of this.
Dehydrated food needs liquid to reconstitute it. Some cereals and pastas are
examples of this. Boiling is the process used mainly for pasta, rice and fresh
and dried vegetables because these commodities require rapid movement of
the cooking liquid.
Braising
Braising is the principle of cookery where food is half covered with an
appropriate liquid and cooked slowly in a tightly lidded container. The food
is usually left in large pieces which are carved before serving: the cooking
liquid for the meat is often used in an accompanying sauce. However the
liquid in which vegetables are braised is not used to make a sauce, as it is
too strongly flavoured. Braising can be done in an oven or on the top of the
stove.
Deep frying
Deep frying is the principle of cookery where food is cooked by total
immersion in hot fat or oil. This method is best suited to foods which can be
cooked quickly. Most foods need to be coated before deep frying to seal in
the juices. Most foods can be deep fried as long as they have a coating to
seal in the juices.
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Poultry, meats, fish, vegetables, potatoes, cheese, yeast goods, fruit and
even ice cream can be deep fried. The important thing to remember is to
make sure the food is properly coated beforehand.
Grilling is the principle of cookery where food is cooked by radiated heat
directed from above or below. In some cases the heat can come from both
directions at once. The source of heat can be charcoal, coke, gas or
electricity.
Broiling is an American term which refers to food being grilled under a
salamander. The modern definition of barbecuing refers to food being cooked
on bars over hot coals. Gratinating refers to the process of browning or
glazing a cooked dish under a salamander or in a very hot oven. Dishes
finished in this way are usually sprinkled with breadcrumbs or cheese.
Foods suitable for grilling under a salamander (broiling) include:
Whole, small round fish, flat fish and fillets
Ham and bacon slices
Tomatoes and pineapple rings
Au gratin dishes (such as cauliflower mornay).
Foods suitable for grilling on grill plates or bars include:
Pork cutlets and medallions
Lamb chops
Beef sirloin steaks, T-bones and beef tournedos
Baby chicken
Whole, small round fish, flat fish and fillets
Ham steaks
Bacon
Liver and kidney
Mushrooms (on flat-top plates only)
Eggs (on flat-top plates only)
Sausages
Eggplant
Tomatoes
Onion
Capsicum
Zucchini
Mango
Pineapple rings.
There are numerous grill accompaniments, which include compound
butters, sauces and fruits. Compound or flavoured butters can be made
with many different flavourings. The most common and versatile compound
butter is parsley butter (beurre maitre d’hotel). Sauces can be served with
grilled food. Brown sauces accompany red meats and white sauces are best
for fish. Warm emulsion sauces are also suitable for grills. Fruits and fruit
compotes can accompany grilled foods. Grilled pineapple with ham steaks,
grilled tomatoes.
Microwaving
Microwaving is the principle of cookery in which energy is transferred to the
food by electromagnetic radiation. Microwave ovens can be used for cooking
raw food, reheating cooked food and for defrosting frozen food.
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Advantages of microwave ovens
50% to 70% faster than conventional cooking times on certain foods
A quick way to cook, reheat and defrost items
Saves electricity and labour
Can operate on a self-service basis
Meals can be made available 24 hours a day
The food cooks in its own juices so flavour and nutrition are maintained
There is minimal food shrinkage and drying out
Allows flexibility in production when combined with conventional cooking
methods.
Disadvantages of microwave ovens
Not suitable for all foods
Small oven space limits it to small quantities
Many models do not brown the food
Not all types of containers can be used in them
Microwaves can only penetrate to a certain distance (from all sides)
Microwaves can superheat foods and liquids and are therefore very
dangerous if used incorrectly.
Poaching
Poaching is the principle of cookery where food is completely submerged in
liquid just below boiling point. There should be no visible movement of the
liquid. Poaching is a gentle form of cooking which is suited to good quality,
tender food such as fish, poultry, red meat, eggs and dried or fresh fruit. For
poaching, the food must be completely immersed in the poaching liquid
throughout the cooking process. The temperature of the poaching liquid is
maintained at 93ºC–95ºC, which is just below simmering temperature.
Poaching liquids include court bouillon, stocks, stock syrups and milk.
Roasting/spit roasting
Roasting and spit roasting is the principle of cookery in which food is
cooked in an oven or while rotating on a spit. In both cases, fat is used as a
basting agent.
Basting is where a small amount of fat is poured thinly over the food during
roasting. The fat can be from the item being roasted, or it can be extra
melted dripping, lard or oil.
Spit roasting is perhaps the oldest method of cookery. All that was needed
was a joint of meat, a fire and a means of suspending and turning the meat
above the fire.
Pot roasting (poeler) is a more gentle form of roasting because the food is
initially enclosed in a container and not subjected to high, direct heat for as
long as in roasting.
Slow roasting is when food is roasted over a long period of time, such as
overnight, in specially designed ovens. Most joints of good quality, tender
meat with or without bones, game poultry and root vegetables can be
roasted. Spit roasting is best for whole carcasses or very large joints. For pot
roasting, most joints of meat, poultry and feathered game can be used.
Shallow frying, pan frying, sautéing and stir frying
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Shallow frying is the principle of cookery where food is cooked in a small
amount of fat in a pan or wok. This principle also includes pan frying,
sauteing and stir frying.
Pan frying is where food is cooked in a small amount of fat and turned with
tongs or a spatula.
Sauteing is where food is tossed in a small amount of hot fat to colour the
food evenly during cooking. It also refers to the sealing and colouring of
meat for a stew. Sauté comes from the French word ‘sauter’ which means ‘to
jump’.
Stir frying is usually associated with Asian cookery. It refers to the
technique of frying food very lightly in a small amount of oil over a medium
to high heat. Sometimes ingredients are cooked separately and combined
before serving. Ingredients which take the longest time to cook are added
first and those that require less cooking time are added last. Tender food
items are suitable for this method. Schnitzel, medallions and cutlets are
suitable. Tougher cuts of meat can be used if they are minced or chopped
finely and formed into a range of products such as hamburgers.
Simmering
Simmering is gentle boiling at a temperature of 95ºC–98ºC. The difference
between boiling and simmering is that boiling creates a faster movement of
the liquid than simmering. For simmering, liquid is heated to between 95ºC–
98ºC. You can tell when water starts to simmer because tiny bubbles of air
start to rise from the bottom of the pot and break the surface. Simmering is
used to cook meats, poultry, stocks, sauces and soups.
Steaming
An increasingly popular cooking method with the health conscious.
Steaming is the principle of cookery where food is cooked by steam, either at
atmospheric or high pressure. In steaming, a smaller amount of liquid is
used than in boiling. The food to be steamed is suspended above the liquid
which creates the steam. The steam should be contained within the cooking
vessel. Steaming is a very nutritional method of cookery as no fats or oils are
used and the natural tastes of the foods are preserved. Steaming is best
used for foods which can be cooked.
Stewing
Stewing is the principle of cookery where the food is completely covered with
liquid while it is cooking. The long cooking process gives a concentrated
flavour to the food and the sauce which are served together as a complete
dish. Food items of a tougher nature are suitable for stewing. Generally
speaking, items suitable for stewing are those of a tough nature. The
cheaper cuts of meat and chicken can be used most successfully. Fish
suitable for stewing includes fresh water, salt water and shellfish. The food
is simmered on top of the stove. It becomes tender and doesn’t dry out or
shrink. The longer cooking time allows more interchange of flavours between
food and the liquid. Both the meat and the sauce are usually served
together. Most garnishes required for the presentation of a stew are cooked
separately and added just prior to service. This avoids the problem of the
garnish breaking up.
Culinary styles
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As mentioned, most hotels will provide a wide mix of food options to cater to
the different preferences of its local and international customers.
Not only are hotels full of culturally diverse people. Most countries are a
mixing pot of people from different backgrounds and cultures. In many
cases there is not one true style of food that is unique to a region. There are
often a mix and variations of different styles.
It is without doubt that most ASEAN countries are host to a wide variety of
culinary styles. The large number of migrants to these countries and the
diversity of their backgrounds have contributed to this. This has led to the
integration and amalgamation of culinary techniques, foods and orientations
from all the culinary styles that the world has to offer. In many cases,
different cultures have not so much influenced the cuisine of each country,
but provided alternative eating styles. Nowhere is this more obvious than in
places where dishes from different countries are featured on the menu, and
incorporated into the overall offerings of the premises. Understanding
different cuisines
It is important that if you work in a dining area that features a specific
ethnic/cultural emphasis, you must research that culinary style and
develop a substantial bank of product knowledge related to that particular
country.
How can you do this? Options include:
Reading relevant books
Talking to the kitchen staff and the owners
Researching on the Net
Practice – even at home – cooking a few dishes from the different countries
to get a first-hand idea of what’s involved, how it’s done and what it tastes
like
Visit your local market or fresh produce supplier to gain an appreciation
of the staggering array of fresh produce available to support the preparation
of dishes from many different countries.
Impact of different cuisines
Thai cuisine has provided one alternative dining style, and also influenced
international menus through an emphasis on the use of chillies, spices,
herbs and fragrances. Japan has provided an alternative dining style and
provided a platform from which contrasting colour and small portion sizes
were seen as acceptable. This is somewhat of a contrast to the large serve
sizes traditionally demanded by American and English customers. Sushi
has provided a lesson in different preparation techniques and dining
options.
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types of dishes, with local regions having their own unique cuisines and
delicious food dishes.
Chinese cuisine
Popular dishes include: • Kung Pao Chicken • Spring Rolls/Egg Rolls •
Szechuan Hotpot • Szechuan Chicken • Mushu Pork • Fried Rice • Beef with
Broccoli • Fried Dumplings • Chinese Dumpling – Jiaozi • Hot and Sour
Soup • Dim Sum • Beef Fried Noodles • Hunan fried tofu • Chow Mein •
Wontons • Peking Duck.
Indian cuisine
Popular dishes include: Biryani Butter Chicken Vindaloo and Rogan
Josh Tandoori Chicken Idli-Dosa – Vada with Sambar Palak paneer
Chole – Bhature Dal makhani Malai Kofta Naan Samosa and
Pakodas Pav Bhaji Panipuri – Chaats Kebabs Aloo gobi Lassi –
Shakes Pickles.
Thai cuisine
Popular dishes include: Tom Yam Goong – Spicy Shrimp Soup Pad Thai
- Fried Noodle Kang Keaw Wan Gai – Green Chicken Curry Gaeng
Daeng – Red Curry Tom Kha Kai – Chicken in Coconut Milk Soup Tom
Yam Gai – Spicy Chicken Soup Moo Sa-Te – Grilled Pork Sticks with
Turmeric Som Tam – Spicy Papaya Salad Yam Nua – Spicy Beef Salad
Panaeng – Meat in Spicy Coconut Cream Por Pia Tord – Fried Spring Roll
Gai Pad Met Mamuang – Stir-Fried Chicken with Cashew Nuts Khao
Pad – Fried Rice Pak Boong – Morning Glory.
Vietnamese cuisine
Popular dishes include: Phở – Beef noodle soup Bún bò Huế – Spicy beef
and pork noodle soup Cơm tấm – Pork dish Canh chua – Sour soup
Bánh hỏi – Thin noodle dish with meat Bò lá lốt – Rolled spiced beef dish
Bánh mì thịt – Vietnamese baguette Vietnamese salad rolls Bánh
cuốn – Rice flour rolls Bánh bao – A Steamed bun dumpling Bánh
chưng – Sticky rice dish Bún măng vịt – Bamboo shoots and duck noodle
soup Bún chả – Grilled pork and vermicelli noodles dish
Japanese cuisine
Popular dishes include: Sashimi – Shin slices of raw fish Sushi – Raw
fish, served on vinegared rice Sushi roll – Filling is rolled in rice with a
covering of nori. Tempura – Seafood or vegetables dipped in batter and
deep-fried Kare Raisu – Curry Rice Soba, udon and ramen noodles
Teppanyaki – Meat, seafood and vegetables prepared in front of guests
Donburi – bowl of rice covered with one of a variety of toppings Sukiyaki –
Savoury stew of vegetables and beef Shabushabu – Thin slices of beef
dipped in a pot of boiling water and stock Okonomiyaki – Savory Japanese
pancake Yakitori – Broiled chicken Yakiniku – Grilled meat.
French cuisine
Popular dishes include: Soupe à l'oignon – French soup made of onions
and beef stock Cheeses – Brie, Camembert, Roquefort Baguette – A long
skinny loaf of French bread Boeuf bourguignon – Traditional French stew
Coq au Vin – A famous food that is simply chicken Flamiche – Pie crust
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filled with cheese and vegetables Salade nicoise Duck confit Foie Gras
– This is the very fatty liver of a goose or duck Escargots – Snails Truffes
– Expensive black mushrooms Ratatouille Crepes – Thin pancakes
Desserts – Flans, ganache, tarts, pastries, crossaints.
Italian cuisine
Popular dishes include: Pizza – cooked dough base with various toppings
Chicken parmigiana Gelato – Italian ice-cream Tiramisu – dessert
made of biscuits soaked in coffee with layers of whipped mascarpone and
egg yolks Risotto – short grain rice dish Mortadella – heat cured sausage
Spumoni – molded Italian ice cream dessert Cheeses – Mozzarella,
Parmigiano-Reggiano Pasta – Cannoli, spaghetti, penne, Fettuccine,
Linguine Lasagna Saltimbocca.
German cuisine
Popular dishes include: Bratwurst – Sausage made of mixed meats
Frankfurter – Smoked sausage made from pure pork Sauerkraut –
Fermented shredded cabbage Spätzle – Hand-made noodles Knödel –
German dumplings Kartoffelsalat – Potato salad Schweinshaxe – Pork
hock Eisbein – Ham hock usually served with Sauerkraut
Weihnachtsgans – Roasted goose Wiener schnitzel Strudel Stollen – A
bread-like cake Apfelkuchen – Apple Cake.
Greek cuisine
Popular dishes include: Baklavas – Baklava Pastry Horta Vrasta –
Boiled Leafy Greens Tyropitakia – Cheese Pie Triangles Kotosoupa
Avgolemono – Chicken and Lemon Rice Soup Revithosoupa – Chickpea
Soup Classic Dips and Spreads – Melitzanosalata, Skorthalia,
Taramosalata, Tzatziki Pastitsio or Pasticcio – Creamy Cheesy Baked
Pasta with Meat Horiatiki Salata – Greek Salad Moussakas –
Moussaka with Eggplant Arni me Patates – Roasted Lamb with Potatoes
Souvlaki – Skewered Kebabs Gyro – Sliced Rotisserie-Roasted Meat
Spanakopita or Spanakotyropita – Spinach Pie with Cheese Dolmathes or
Dolmades – Stuffed Grape Leaves Yemista me Ryzi – Meatless Stuffed
Vegetables.
Spanish cuisine
Popular dishes include: Pulpo a la Gallega – Galician Octopus Cochinillo
Asado – Roast Suckling Pig Paella – Spanish rice dish Jamon Iberico
and Chorizo – Iberian Ham and Spicy Sausage Gambas Ajillo – Garlic
Prawns Pescado Frito – Fried Fish Tortilla Española – Spanish Omelet
Gazpacho – Cold Tomato Soup or Liquid Salad Queso Manchego –
Spanish Sheep Cheese Patatas Bravas – Fried Potatoes in SpicySauce.
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Self- Check No. 2.3-4
Enumeration :
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Answer Key 2.3-4
1. Dish ingredients
Cooking / preparation time
MSG and flavorings
Serving sizes
Freshness of ingredients (seafood)
Cooking styles
Meat or meat stocks
Menu and cookery terminology
Side dishes
2. Baking
Blanching
Braising
3. Chinese Cuisine
Japanese Cuisine
Indian Cuisine
Thai Cuisine
Vietnamese Cuisine
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Information Sheet 2.3-6
Providing Advice on Wine
Learning Objectives:
Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:
1. Discuss Providing Advice on Wine
Offer, where appropriate, assistance to customers making wine
selections
Introduction
It is vital wine service staff can offer assistance to customers. This
assistance demonstrates professionalism, helps meet customer expectations
and needs, optimizes sales and encourages repeat business. The essential
underlying element on which such advice is based is product knowledge.
This section will explore the different elements of wine service that can be
provided to a customer to help them make an informed decision in regards
to selecting a wine, either to compliment a meal, or to be enjoyed on its own.
The steps associated with the actual service of wine will not be discussed in
this manual.
Offering advice on wine
Many people know what they want to buy or drink, and many more are
happy to make a selection based on something they’ve read or heard, or
even the way the bottle or label looks. Many others are interested in
learning more about wine, and will look to you to provide them with some
relevant advice. In many cases, the customer will ask you direct questions
about their needs, but in other circumstances they will just ‘hint at’
pertinent information, and you will have to ask a few questions to determine
exactly what will be appropriate for them.
Where a customer is unable or unwilling to ask you directly for help, the
following are areas you need to discuss with the person before making a
recommendation:
What are the customer’s preferences? Do they want a red or a white, a
sparkling or a still? Do they want a premium, or other, wine?
How much do they want to spend?
Who is drinking it? Does the wine have to impress others?
What food is being served with the wine?
What time of day is the wine to be drunk?
How many people will be present?
What other drinks will be offered?
What sort of get together is being held?
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able to provide further information that may be of interest to the customer.
The following article ‘Grape to Glass’ is taken from the Australian Wine and
Brandy Corporation website at
http://www.wineaustralia.com/australia/Default.aspx?tabid=803 (accessed
10/5/09).
Wine is a popular modern beverage and it has been produced for centuries
in many parts of the world. Today the grape vine is cultivated for wine
production in more locations and conditions than at any other time in
history. The variables involved in its production are numerous and have
now been researched and refined to a very high level. But despite the
progress of science, there are some universal principles that are the same
today as they were centuries ago.
Selecting and collecting grapes
Following harvest, grapes are taken to the winery where they are
destemmed, crushed and pressed. Depending on the style of wine to be
made, different techniques are employed to manage the amount of contact
between grape skins, flesh and juice. Generally speaking, skin contact is
essential for red wine making and the grape juice is fermented with the
skins and then pressed to separate the skins from the wine; whereas only a
few white wines benefit from a period of skin contact before fermentation.
Fermentation
Every wine relies on the basic act of fermentation which involves the
conversion of sugar, released from the grape juice in the form of glucose and
fructose, to alcohol. Yeast is the agent of fermentation and these tiny
creatures process the natural grape sugars, producing aroma and flavour
compounds, alcohol, gas (carbon dioxide) and heat.
Two types of yeast are vital for fermentation as they are resistant to alcohol,
allowing all sugar to be processed, producing dry finished wine.
These two strains are:
Saccharomyces cerevisiae
Saccharomyces bayanus.
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LO4. LIAISE BETWEEN THE KITCHEN AND THE DINING AREA
ASSESSMENT CRITERIA
CONTENTS:
METHODOLOGIES:
Lecture-discussion
Demonstration
Role play
ASSESSMENT METHODS:
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Learning Experiences
Learning Outcome 4
LIAISE BETWEEN THE KITCHEN AND THE DINING AREA
Compare answer using answer key Take note of the important details
2.3-1 especially to items that you forgot to
answer correctly.
Make sure to ready and understand
Read Information Sheet 2.4-2 on carefully the information written in the
Interdepartmental communication information sheet
Make sure to ready and understand
Read Information Sheet 2.4-3 on carefully the information written in the
Team Work information sheet
Do the Work Project 2.4-3 on Make sure to pass it on time and make
Team Work sure to complete the documentation.
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Information Sheet 2.4-1
Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:
1. Discuss liaising between the kitchen and dining area
2. Enumerate the tips on liaising between kitchen and dining area
Specific guest requests for general orders which can relate to:
Timing requirements for the overall meal, for certain courses, for certain
individuals, for co-ordination of service (with other tables in the same group
and with beverage service, speeches, dancing and other activities which may
be part of the dining experience)
Special requests as they to dietary/health needs, cultural requirements,
religious issues and personal preferences Additional or side orders for the
table or individual guests:
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Rice
Chips
Salads
Details of complaints made by guests so kitchen is aware of problems as
they relate to certain foods or dishes Requests for additional items such as
more bread rolls, butter or extra salad and/or vegetables Questions about
how long food for a certain table will be Questions from guests about menu
items asking about the commodities used in dishes.
Information from kitchen to service points Information which may need to
be relayed from chefs/cooks can include:
Advice regarding timing of meals such as delays to service
Notification regarding availability of food such as “Only two serves of
pepper crab left”, or “The beef has run out”
Requests for action – “Push the soup” or “Try to sell the red curry”
Clarification of orders placed to interpret written or verbal orders so
kitchen knows exactly what is required
Notification certain requests cannot be accommodated
Requests for certain crockery and cutlery to be returned
Responses to questions asked by guests.
Staff involved
Chefs and cooks who can seek clarification of orders and/or ask you
to pass on directions to waiters
Dishwashing staff who can ask for nominated (used) crockery and
cutlery to be returned immediately from service to the dishwashing
area so they can be cleaned and re-used or returned to service
Stillroom staff who you may need to ask for extra butter, rolls and
condiments
Cleaners who you may have to ask to perform clean-up duties in the
event of a major spill or a cleaning-related need in, for example, the
foyer area/entrance, the washrooms, or an area of the kitchen
Food waiters whose directions and requests you will need to pass on
to the kitchen or relevant others
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Beverage waiters. Even though this unit applies directly to „food‟ it is
a reality that in the workplace you work as part of a team and need to
be prepared to assist any other staff member as required.
The following are techniques which you can use to help ensure proper
and effective communication occurs when relaying information:
While you need to ensure your special order is understood, you must
be sensitive to the other things going on in the kitchen or at the pass.
It may pay you to delay for 30 seconds or a minute while the kitchen
person clears some meals which are ready, helps with plating a large
order, or remedies an immediate problem.
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Try to give waiters options where possible. For example, if one dish is
unavailable provide them with relevant alternatives (as recommended
by the kitchen) to suggest to guests.
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Paying extra attention to the kitchen when you have placed an order
so you are ready to transfer the food from there to the required service
point.
Being called for pick-up
Individual venues or kitchens will have their own method of calling you to
collect food which is ready for service.
Options include:
Ringing a bell which simply indicates something is ready for
collection but does not indicate who the food is for, or what the
dishes are
Calling out your name – such as “Daniel – take away” (meaning
Daniel is needed to collect dishes for service) Calling out a table
number – “Take away table 11” (meaning food for table 11 is ready for
collection)
Calling out both a name and a table number – “Daniel, take away
table 11”.
Important point
Never, ever take a dish unless and until specifically directed to do so by
whoever is running the pass.
Just because a dish you have ordered is ready for service does not mean it is
your dish. It could be for another table and if you take it you will cause
confusion and service disruption for your table and to the table the dish was
originally intended for.
The need for prompt pick up of food
It is important for you to pick up food as quickly as possible after it has
been plated and is ready for service for the following reasons:
Prompt collection of dishes enables the quicker service of food to
guests and most guests do not want to be kept waiting for their food
Quick service enhances the guest service or dining experience which
encourages them to return for another meal, and to recommend the
venue to their friends, families and others
Removal of food from the pass creates space for the next order to be
processed, thereby speeding up general service across the kitchen
Prompt collection of the food optimises the likelihood food will be
served at its best, for example:
Hot food will be served hot and not allowed to cool down
Cold food will be served cold and not allowed to warm up
Frozen foods will be served in a frozen state and not permitted to
melt
The appearance of dishes only decreases the longer it sits and waits
to be served. Eye appeal of dishes is critical because guests will
always see the food before they taste it and they will start forming
impressions about what it will taste like from the moment they see
the item
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Taste of food items is potentially compromised by long delays in
service
Immediate collection of food when it facilitates integration of food
service with wine and beverage service which again enhances guest
satisfaction and dining experience
There is an increased chance food may become contaminated the
longer it sits at the pass waiting to be collected.
Service points/areas
This is where plated food (entrées, main courses, desserts) are served
or collected from – also known in some places as the „pass‟. Most
food for a dining room or restaurant will be served from and collected
from this area. Orders are commonly also placed at this area.
Cold Area
This area does not exist in all properties being limited mainly only to
large commercial kitchens catering for high volumes.
The cold larder area will prepare and serve items such as cold
entrées, salads, cold desserts, and cheese platters.
Waiting stations
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You will be required to take prepared dishes from the kitchen to the
appropriate waiter stations from where wait staff will serve the dishes
to guests at table.
You will also take the dirty dishes back from the waiter‟s station to
the kitchen/dish washing area for scraping and cleaning.
Buffet areas
Tasks will involve both food items and beverages which are included
along with the buffet (beverages such as water, juices, tea, coffee and
milk).
Most venues will have dedicated room service staff but, depending on
the venue and the organization of staff, you may be required to
perform various room service functions such as:
Clearing trays and trolleys from floors, when necessary. This involves
checking corridors on accommodation floors and returning dirty
dishes, trays and trolleys to the room service area for take-down and
cleaning
Returning room service crockery and cutlery to other areas, such as
the main kitchen or servery, where they may be needed
Setting up room service trays and trolleys for specific room orders, or
for generic delivery o, for example, Continental breakfasts.
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Check food in accordance with enterprise standards
Introduction
Before you take any dishes or trays of food out of the kitchen and give it to
wait staff or to guests you must undertake a series of checks to ensure the
food being served is acceptable and to make sure all necessary requirements
have been met.
This section identifies practices to follow to help make sure guests receive
exactly the food they ordered, and to ensure smooth and professional service
is provided.
Enterprise standards
In relation to checking food prior to service „enterprise standards‟ may refer
to:
Size of the meals – the volume or quantity of food provided as an
entrée, a main course or as „extra‟
Placement of items on a plate. Some venues will require, for
examples, vegetables for certain dishes to be placed in a nominated
sequence or location on the plate to optimise the visual appeal of the
dish. Some dishes may be centrally located in the middle of the plate
whereas other menu items will feature the main component (meat,
fish, chicken) located at a constant position on every plate
Use of stipulated serviceware for given items. For example, it may be
a requirement a certain type or size of bowl is used for nominated
food items or accompaniments, or an underliner may be required for
identified dishes
Service of sauces. Some venues may add sauces to the meal (directly
applying the sauce to the food), while others may provide a small jug
of sauce, a bottle of sauce or a sauce boat.
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The quality of all items served for consumption. This includes
checking all food served on the plate to ensure it is of an acceptable
quality. For example:
A whole fish should not have tears in the skin
Fresh fruit must not be over-ripe
Salad vegetables must be crisp
There should be no obvious blemishes or visible impediments to
any food items on a plate The appearance of the food on the plate.
Issues to look for are:
All dishes of the same type must be of the same size. There should
not be a difference in serve sizes unless requested by the guest
Same dishes must look the same in terms of layout of vegetables,
accompaniments, serviceware, garnishes
An appealing and appetizing appearance
The edible portion of a steak is at the outside of a plate as opposed
to having the fat/gristle component at the rim of the plate
Guest requests have been taken into account. This means directly
comparing the dishes against the orders. Check to ensure, for
example, rare steaks are indeed rare; dishes with vegetables do not go
out with salad on them, „extra chips‟ do have extra chips and „Thai
salad‟ is provided where requested.
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Self-Check 2.4-1
Enumeration :
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Answer Key 2.4-1
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Information Sheet 2.4-2
Interdepartmental Communication
Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:
1. Discuss the Interdepartmental Communication
2. Discuss the Intradepartmental Communication
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Food and Beverage Service Intra and Inter Departmental co-ordination
1. EXTERNALCOMMUNICATION:
It includes the communications of hotel with external sources and officers
that may be government agencies, post-office, licensing authorities, foreign
trade officers, income tax, transports, financial institutions etc.
2. INTERNAL COMMUNICATION:
It includes communication within the hotel itself, i.e. transmitting
information within the organization, its departments, sections etc. and
between the same chain.
Internal communication can be formal (or official), informal or consensus.
a) Formal or official: this line of communication is used to transmit the
official messages or information within or outside the organization. These
communication flows along prescribed channels, which the staff members
wanting to communicate are obelised to follow. Formal channels can be
horizontal or vertical.
Horizontal communication or lateral communication is between workers
and other workers, supervisors holding coffee break to discuss
organisational problem. The horizontal communication is important for
promoting understanding and co-ordination amongst various departments.
Face to face, exchange of views or telephonic conversation is very convenient
for horizontal communication. The congenial atmosphere in which oral
communication takes place allows freedom of expression. There is
immediate feedback and all doubts and misunderstanding are sorted out.
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Information Sheet 2.4-3
Team Work
Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:
1. Discuss the team work of a establishment
2. Enumerate the tips in developing a restaurants teamwork
“Work like a team,” might be a common directive in the office, and your
waiters might be nodding all throughout the meeting. But do they know
where to start? Here are tips in starting off with specific steps in developing
teamwork in the restaurant.
One good way to start, though, is in the employees’ daily tasks. You can
start by motivating and encouraging your staff to work as a team. Just
throwing them the goal of “keeping the customers happy” might not really
get them to do it, unless there’s a little help from you regarding the specifics.
Encourage them to freely offer their services in case someone’s out and a
replacement is needed. Raise their hand, volunteer to fill-in. That’s a
perfect way of showing that they can come through in the clutch.
Tip No. 2: Advise them to make use of their time for the company.
No matter how busy a restaurant is, there are still several instances when
the staff has got plenty of time in their hands. Incite them to pitch in to
other things when you’re a little slow. The salad chef can help at the peak of
the dinner rush, or the receptionist can help in taking orders.
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Not always as easy to follow, especially when one takes great pride in his
work and restaurant uniform. But it is your responsibility as manager to
remind them that when they slip up, or commit some kind of error in their
work, and they have a little “chat” with management, they should not take it
personally. Make them understand that it is just a part of ensuring that the
team functions efficiently, if not outstandingly. Learn from mistakes, and
take criticisms constructively, not personally.
This is an obvious task, yet you would be amazed at how much people fail in
doing this. Emphasize to your staff time and again that correctly following
instructions is vital to their success in the business as well as the success of
the whole team. Encourage them to write difficult or hard to remember
instructions, and not be afraid to ask. Better ask than assume things. You
can come up with team exercises during meetings, if you have to.
A common case among all workers is calling in sick when they aren’t. It’s
especially hard for people in restaurants, since if one fails to show up,
someone else is bothered to wear the other’s restaurant uniform and take
over. Encourage them to think of their team and come to work as expected.
Cart off any inhibitions to ask for help when they need to. A shy cook may
be plating 150 diners in an hour but is just embarrassed to ask for help.
Teamwork is about cooperation, and when someone needs help, make sure
they get it.
Working together for more than 8 hours a day and more than 5 days a week
ought to create strong bonds within your personnel. Be alarmed if that does
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not happen. There are many teambuilding activities that harness
camaraderie and closeness among team members, and they are quite worth
your while if you use it.
Commend anyone who does a good job, or makes efforts to improve on his
craft. Learning new skills is a fine move for an employee professionally, as
well as beneficial to the team. Being flexible in trying out different positions
in the restaurant is also a good way to learn and become well-rounded, and
you can encourage them to try it.
Document No
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Maintain effective relationships with colleagues
Introduction
This means meeting the needs and expectations of those with whom you
work.
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Always remember you are being paid to do the things listed above and
the tasks identified on your job description. You are not doing
colleagues (or management or guests) a „favor‟ by helping them, co-
operating with them or providing them with products or services.
Management, staff and guests will have a wide variety of needs and
expectations about you and your workplace performance.
Plan what you are going to say. Think things through and determine
what you are going to say, the words you will use, the examples you
will refer to and the sequence in which you will raise issues
Plan when you are going to address the situation. Will you talk to the
person before work or after work? It is never a good idea to bring
these matters up during work
Plan where you will talk to the other person. Will you speak to them
in the workplace, in the staff change room or while having a coffee in
the staff canteen?
Determine what you want from the resolution process. What do you
want the other person to do or to stop doing? The solution you
identify can be presented during discussions as a way to fix the
problem
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Identify specific examples of the problem, issue, difficulty, problem or
conflict you want to discuss. When resolving the situation it is
important to be able to:
Refer to specific times
Mention specific dates and times
Refer to specific words or terms used
Describe the actual nature and context of the situation. The aim
here is to avoid making reference to vague generalities, avoid using
incorrect or inaccurate references and/or avoid a situation where you
are unable to provide evidence in relation to the topic to be addressed
Speak to the colleague and ask them if they are able to meet with you
(when and where you have decided) to talk about the issue
Meet with the person and apply standard resolution techniques to
resolve the situation which can include:
Thanking the person for meeting with you
Explaining why you have asked for the meeting to resolve the
situation
Defining and describing the situation with reference to plans you
have previously made
Explaining the impact the situation is having on you and your
workplace performance, other staff, guests
Listening to what the other person has to say. The process must
involve two-way communication. What the other person has to say
can often: – Provide the basis for a resolution – Explain the situation
and give a different perspective on things which can mean an end to
the issue
Telling them what you want to resolve the situation while showing
empathy with their situation (where and if appropriate)
Being prepared to compromise and co-operate with the person to find
a mutually acceptable outcome
Being assertive but not aggressive
Being constructive about what can be done to address the situation
to achieve a win-win outcome
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Exercising patience and tolerance. You have to be: – Prepared for the
other person to be upset about what you have to say – Willing to
allow the other person to have their say – Ready to hear things about
yourself and your performance you may not appreciate
Deciding and agreeing on action to take to resolve the situation and
move things forward
Thanking the person for their time and for participating in the
process Expressing a positive sentiment about working with the
person into the future.
Positive outcomes
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Work Projects 2.4-3
How they can meet the needs and expectations of colleagues at work –
that is a list of actions they should take to make sure they fulfil the
expectations of their co-workers
How they can assist in the resolution of workplace conflict – that is, a
list of the actions they can take to resolve conflict in their workplace
in which they are involved
How they can seek informal feedback – that is, an outline of
techniques and strategies they may implement to obtain feedback on
their personal performance and how it might be improved
How they should handle complaints – that is, presentation of a
model describing what they should do if a co-worker makes a
legitimate complaint to them about their workplace performance and
practices
How they can ensure they do not discriminate against co-workers in
the workplace – that is, a list of actions and protocols (with specific
examples) they could use to help ensure the workplace is free of
discrimination
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Bibliography
Adjey, Zoe & Hunter, Gary, 1966- & Mannall, Clare, 2009; Food & beverage
service: levels 1&2 S/NVQ; Cengage Learning, London. Australian Training
Products Ltd, 2004; Five star waiter supporting THH02 Hospitality Training
Package; Version 1.00, Australian Training Products, Melbourne, Vic. Cichy,
Ronald F & Hickey, Philip J, 2013; Managing service in food and beverage
operations, 4th ed; American Hotel & Lodging Educational Institute,
Lansing, Mich. Davis, Bernard, 2013; Food and beverage management, 5th
ed; Routledge, Milton Park, Abingdon, Oxon ; New York. Lillicrap, D. R &
Cousins, John A, 2010; Food and beverage service, 8th ed; Hodder
Education, London. TAFE Frontiers (Organisation), 2002; Hospitality
operations online trainer's guide; TAFE Frontiers on behalf of the State of
Victoria, Melbourne. William Angliss Institute of TAFE, 2000; Provide a link
between kitchen and service areas; William Angliss Institute of TAFE,
Melbourne.
Website
http://www.kng.com/blog/restaurant-management/develop-your-
restaurants-teamwork/
http://www.businessdictionary.com/definition/teamwork.html
http://www.waseantourism.com/ft/Toolbox%20Development%20II:%2098%
20toolboxes%20for%20Front%20Office,%20F&%20B%20Services%20and%2
0Food%20Production/Submission%20to%20ASEC/3rd%20submission%20o
f%2025%20draft%20TBs_200413/Provide%20a%20link%20between%20kitc
hen%20and%20service%20area/TM_Provide_a_link_between_kit_&_ser_area
_180413.pdf
http://www.kng.com/blog/restaurant-management/develop-your-
restaurants-
http://www.waseantourism.com/ft/Toolbox%20Development%20II:%2098%
20toolboxes%20for%20Front%20Office,%20F&%20B%20Services%20and%2
0Food%20Production/Submission%20to%20ASEC/3r
Document No
Date Developed: Issued by:
CBLM on Food and June 26, 2016
Beverage Service NC II Page 98 of 98
Developed by: IDSC
JELLANE M.
SEÑORA