COMPETENCY - BASED

LEARNING MATERIAL

Sector

TOURISM
Qualification Title

FOOD & BEVERAGE SERVICES NCII

Unit of Competency

PROVIDE FOOD AND BEVERAGE SERVICES TO

GUESTS
Module Title

PROVIDING FOOD AND BEVERAGE SERVICES TO

GUESTS

POLYTECHNIC COLLEGE OF DAVAO DEL SUR, INC.

Mac Arthur Highway, Brgy. Kiagot, Digos Cityy
 HOW TO USE THIS COMPETENCY BASED LEARNING MATERIAL

Welcome to the module in FOOD AND BEVERAGE SERVICES NCII

QUALIFICATION. This module contains training materials and activities for you to complete.

The unit of competency “Develop and update food and beverage knowledge”
contains knowledge, skills and attitude required for TRAINEES.

You are required to go through, a series of learning activities in order to complete each
learning outcome of the module. In each learning outcome are Information Sheet, Self-
Checks, Task Sheets and Job Sheets. Then follow these activities on your own. If you have
questions, don’t hesitate to ask your facilitator for assistance.

The goal of this course is the development of practical skills in supervising work-based
training. Tools in planning, monitoring and evaluation of work-based training shall be
prepared during the workshop to support in the implementation of the training program.

This module is prepared to help you achieve the required competency, in “FOOD AND
BEVERAGE SERVICES NCII”.

This will be the source of information for you to acquire knowledge and skills in this
particular competency independently and at your own pace, with minimum supervision or help
from your facilitator.

Remember to:

 Work through all the information and complete the activities in each section.
 Read information sheets and complete the self-check. Answer keys are included in this
package to allow immediate feedback. Answering the self-check will help you acquire
the knowledge content of this competency.
 Perform the task sheets and job sheets until you are confident that your output
conforms to the performance criteria checklist that follows the sheets.
 Submit outputs of the task sheets and job sheets to your facilitator for evaluation and
recording in the Accomplishment Chart. Outputs shall serve as your portfolio during the
institutional competency evaluation.

A certificate of achievement will be awarded to you after passing the evaluation. You
must pass the institutional competency evaluation for this competency before moving to
another competency.

2 Date Developed: Document No. FBSNCII - 001

CBLM May 2015 Issued by:
Food and Beverage Services NCII Date Revised: PCDS
May 2015
“Provide Food & Beverage Services to Developed by:
Guest” ROMIE B. LACADEN REVISION # OI
 FOOD AND BEVERAGE SERVICES NCII
320 Hours
Contents of this Competency – Based Learning Materials

No. Unit of Competency Module Title Code

1 Prepare the Dining Preparing the dining TRS512387

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

2 Welcome guests and take Welcoming guests and take TRS512388

food and beverage orders food and beverage orders

3 Promote food and beverages Promoting food and TRS512389

products beverages products

4 Provide food and Providing food and TRS512390

beverage services to beverage services to
guests guests
5 Provide room service Providing room service TRS512391

6 Receive and handle guests Receiving and handle TRS512392

concerns guests concerns

3 Date Developed: Document No. FBSNCII - 001

CBLM May 2015 Issued by:
Food and Beverage Services NCII Date Revised: PCDS
May 2015
“Provide Food & Beverage Services to Developed by:
Guest” ROMIE B. LACADEN REVISION # OI
 MODULE CONTENT

Qualification : FOOD & BEVERAGE SERVICES NCII

Unit of Competency : PROVIDE FOOD AND BEVERAGE SERVICES TO

GUESTS

Module Title : Providing Food And Beverage Services To Guests

MODULE DESCRIPTOR:
This unit deals with the knowledge and skills required in the provision of food
and beverage service to guests in various types of dining venues and diverse styles of
service. This unit focuses on the procedures in the delivery of food and beverages to
the guest as well as on the knowledge and skills that underpins the efficient work
performance in assisting the dining guest during and after the meal service.

NOMINAL DURATION: 80 Hours

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

LO1 Serve food orders

LO2 Assist the diners
LO3 Perform banquet or catering food service
LO4 Serve Beverage Orders
LO5 Process payments and receipts
LO6 Conclude food service and close down dining area
Lo7 Manage intoxicated persons

4 Date Developed: Document No. FBSNCII - 001

CBLM May 2015 Issued by:
Food and Beverage Services NCII Date Revised: PCDS
May 2015
“Provide Food & Beverage Services to Developed by:
Guest” ROMIE B. LACADEN REVISION # OI
 Learning Outcome # 1 Serve food orders

CONTENT:

1. Different Food service styles

2. General service principles
3. Sequence of service
4. Handling guests with special needs
5. Wine knowledge and service
6. Banquet service
7. Food safety principles

ASSESSMENT CRITERIA:

1. Additional requests or needs of the guests are anticipated.

2. Additional food and beverage are offered and served at the appropriate times.
3. Necessary condiments and appropriate tableware are provided based on the food order.
4. Delays or deficiencies in service are recognized and followed up promptly based on
enterprise policy.
5. The “3-minute check” is conducted to check guest ‘s satisfaction.
6. Children and guests with special needs are treated with extra attention and care.

CONDITIONS:

Student/ trainee must be provided with the following:

3-Minute Check Guests with special needs

 Ensure guest satisfaction about their  Children
meals  Elderly people
 Replenish condiments  Persons with Disability
 Providing additional items  VIP guests
 Clear unused items

METHODOLOGY ASSESSMENT METHOD:

 Modular (self-paced)  Interview (oral/ questionnaire)
 Electronic learning  Observation
 Industry Immersion  Demonstration of Practical Skills
 Film viewing  Written examination
 Demonstration
 Discussion

5 Date Developed: Document No. FBSNCII - 001

CBLM May 2015 Issued by:
Food and Beverage Services NCII Date Revised: PCDS
May 2015
“Provide Food & Beverage Services to Developed by:
Guest” ROMIE B. LACADEN REVISION # OI
 Learning Experiences / Activities

Learning Outcome # 1

SERVE FOOD ORDERS

Learning Activities Special Instructions

This Learning Outcome deals with the development

of the Institutional Competency Evaluation Tool
which trainers use in evaluating their trainees after
finishing a competency of the qualification.

Go through the learning activities outlined for you on

the left column to gain the necessary information or
knowledge before doing the tasks to practice on
performing the requirements of the evaluation tool.

The output of this LO is a complete Institutional

Competency Evaluation Package for one
Competency of Food and Beverage Services NCII.
Your output shall serve as one of your portfolio for
your Institutional Competency Evaluation for
Provide food and beverage services to guests.

Feel free to show your outputs to your trainer as you

accomplish them for guidance and evaluation.

This Learning Outcome deals with the development

of the Institutional Competency Evaluation Tool
which trainers use in evaluating their trainees after
finishing a competency of the qualification.

Go through the learning activities outlined for you on

the left column to gain the necessary information or
knowledge before doing the tasks to practice on
performing the requirements of the evaluation tool.

After doing all the activities for this LO1: Serve food
orders; you are ready to proceed to the next LO2:
Assist the diners.

6 Date Developed: Document No. FBSNCII - 001

CBLM May 2015 Issued by:
Food and Beverage Services NCII Date Revised: PCDS
May 2015
“Provide Food & Beverage Services to Developed by:
Guest” ROMIE B. LACADEN REVISION # OI
Definition of Terms

Term Explanation

Guest selects and pays for what they want: different to set/table
À la carte menu
d’hôte menu). French for ‘from the card’

Alc/vol Alcohol by volume

Antipasto Platter of various foods served before main course

Aperitifs Pre-dinner drinks

Appetisers Food eaten before the main course

Food display/presentation equipment used for keeping hot food hot

Bain Marie
and cold food cold when ready for service

Bavarois Flavoured dessert made with whipped cream and gelatine

Bisque A shellfish soup with its flavour derived mainly from the shells

Bombe Layered ice-cream dessert

Broth Thin, clear soup

Canapés A sub-set of hors d’oeuvres usually finely decorated

Charlotte Moulded sponge with fruit, custard or other filling

Crustaceans Shellfish

Dessert Course after main course

Draught beer Bulk beer drawn from barrels/kegs

Entrées Course served before main course

F&B Food and beverage

Fritter Battered and deep-fried food item

Gomme syrup Sugar syrup used in (some) cocktails

7 Date Developed: Document No. FBSNCII - 001

CBLM May 2015 Issued by:
Food and Beverage Services NCII Date Revised: PCDS
May 2015
“Provide Food & Beverage Services to Developed by:
Guest” ROMIE B. LACADEN REVISION # OI
 Term Explanation

Green salad Salad made from green leaves of various salad vegetables

Gueridon A table or trolley used for cooking alongside the guest’s table

A variety of small food items intended for service prior to the main
Hors d’oeuvres
course

MSG Monosodium Glutamate

Mocktails Non-alcoholic cocktails

Molluscs Invertebrate (no vertebrae) seafood

Mousse Light and fluffy dessert similar to bavarois but without gelatine

Dessert of ice cream, cream, fruit and other ingredients served in a

Parfait
parfait glass

Ploughman’s lunch Snack featuring cheese, pickled onions and crusty bread

Knowledge about the products (and services) your workplace has

Product knowledge
available for customers

Purées Thick soups

RSA Responsible Service of Alcohol

Sabayon Light egg-based dessert

Abbreviation of ‘sales representative’: these are the people who call

Sales rep
on venues to sell products

Seasoning Salt and pepper

Silver service Use of spoon and fork to serve food at table

Soufflé Light and fluffy egg-based dessert

Pre-prepared mix of lemon juice and sugar syrup (Gomme) used in

Sour mix
the preparation of (some) cocktails

Shellfish Seafood from aquatic animals with a shell

8 Date Developed: Document No. FBSNCII - 001

CBLM May 2015 Issued by:
Food and Beverage Services NCII Date Revised: PCDS
May 2015
“Provide Food & Beverage Services to Developed by:
Guest” ROMIE B. LACADEN REVISION # OI
 Term Explanation

Set menu where (for example) customer has a choice from three
Table d’hôte menu different menu items for each course: price is constant regardless
of what guest selects. French for ‘table of the host’

Tapas Appetisers/snacks with Spanish influence

The year a wine was made; also the time of year at which wine
Vintage
grapes are picked to make wine

Wet dishes Generic term for dishes which are ‘wet’ in nature such as stews

9 Date Developed: Document No. FBSNCII - 001

CBLM May 2015 Issued by:
Food and Beverage Services NCII Date Revised: PCDS
May 2015
“Provide Food & Beverage Services to Developed by:
Guest” ROMIE B. LACADEN REVISION # OI
 Information Sheet 4.1-1

1. Serve food and drink according to enterprise requirements

and personal hygiene standards

When food and beverage items have been prepared they must be delivered to the
customer. This section will focus on the steps associated with collecting and delivering
items to the table, ensuring the customer is happy with the selection.

Collecting food and beverage selections

The need to collect ordered items from the kitchen or bar as soon as they are ready for
service cannot be stressed too strongly.

Prompt collection of food and drinks enhances customer service in two primary ways:

 It reduces guest waiting time. Most customers prefer to receive their food and
beverages as soon as possible consistent with not being rushed or pressured
 It gets the product to the guest in the best possible condition – neither menu items
nor drinks improve while they stand waiting to be served.

Beverages

Traditionally a drink is the first thing to be served to the guests.

Your standard practice must be to get the first drink in front of the guests as soon as
possible. This helps them settle in, and lets them know they are actually being served.

Do not simply give the order to the bar and then wander off to do something else for 10
minutes. By all means go and do something else, but only do something that will take 1 or
2 minutes at most.

When picking up the drinks to put on the tray to take to the table, make sure:

 They are what was ordered – check correct wines (vintage, brand, grape varieties),
no ice where requested, long glass where ordered etc.
 Correct number have been supplied in terms of actual drinks, and empty glasses for
wine
 They are suitably presented
 The correct glassware is used
 Garnishes are appropriate
 Glasses aren’t overflowing such that they will drip down the front of guests’ clothes
when being consumed
 Where the drinks are not as required, you should politely point this out to the bar
person who prepared the drinks and make sure the issues are rectified before
10 Date Developed: Document No. FBSNCII - 001
CBLM May 2015 Issued by:
Food and Beverage Services NCII Date Revised: PCDS
May 2015
“Provide Food & Beverage Services to Developed by:
Guest” ROMIE B. LACADEN REVISION # OI
 taking the drinks to the table.ement 4: Provide table service

Food

The two service areas – cold larder and hot section – must be attended and monitored at
all times to ensure prompt pick up of food.

If food is not picked up promptly the following may apply: Hot food could go cold
and spoil

 Cold food could lose its chill factor

 Risk of food contamination increases
 Customers have an unnecessary wait
 Room to place down newly prepared items becomes restricted.

Before any food is taken out to the table it must be checked in the same way that drinks
are checked prior to be taken and served.

Checks should include:

 Checking that the right meal has been prepared and any requested preferences
have been accommodated. Dishes must reflect the order that was taken at table
and given to the kitchen
 Checking the plate to make sure there are no marks, spills or drips. Advise the
chef and ask for the plate to be cleaned where these are identified
 Checking the quality of the item
 Checking with the chef to identify how a particular item has been cooked. Which is
the medium steak and which is the medium rare?
 Checking if special condiments need to go with the order
 Checking to make sure there is uniformity between dishes. If three people on a
table are having the same menu item then all three plates should look the same
 Ensuring correct temperature of the dish. Hot dishes should be hot, and cold
dishes must be cold.

Delivering items to the table

Loading a drinks tray

Regardless of whether you are left or right-handed, trays should be carried in the left
hand, and the drinks served from it with the right hand.

Some premises allow left-handed people to reverse this but many do not because when
left-handed people pour a bottle using their left-hand, the left-hand will cover the label of
the bottle.

Trays should not be held by their rim and they should not be held with two hands; your left
hand should be held under the tray.

11 Date Developed: Document No. FBSNCII - 001

CBLM May 2015 Issued by:
Food and Beverage Services NCII Date Revised: PCDS
May 2015
“Provide Food & Beverage Services to Developed by:
Guest” ROMIE B. LACADEN REVISION # OI
When loading the tray, secure the tray on your left hand. Your hand should be flat and
your fingers should be spread out with only the tips of your fingers raised to support the
base of the tray.87

Element 4: Provide table service

Load the tray so that: The tallest glasses are nearest to your body

 The heaviest glasses are in the centre of the tray

 The smaller, lighter glasses are around the tray’s edge
 The placement of the drinks on the tray facilitates their service at the table. In
practice some of the above rules may not apply because it would make it too hard
for you to take the drinks off the tray.

Carrying the drinks tray

The right hand can assist in balancing the tray, especially when walking to the table, or
when waiting for someone to move past you where there is the potential for them to knock
either you or the tray.

Try to keep the tray at waist level and close to your body. This will help to avoid knocking
into passing traffic and optimises your control over the tray.

Even though carrying the drinks tray high above the head with one hand looks quite
spectacular, this method is not recommended as the risk of disaster is quite high.

When carrying a tray, always look where you are going, not at the tray.

Carrying plates to a table

Commonly, plates may be carried in the hands using various plate carrying techniques –
see next section.

Alternatively, plates may be loaded onto rectangular food trays which are carried to the
waiter’s station where they are either unloaded into the hot box or delivered straight to the
table.

All items should be carried in such as way that prevents contamination by making sure:

 You don’t put your fingers on to food You don’t place your fingers around the top
of glasses
 Long hair is appropriately tied back or controlled.nt 4: Provide table service

Serving food and beverage

The actual food and beverages that the guests consume is only part of the total dining
experience.

The service of those items is another vital part of the experience.

12 Date Developed: Document No. FBSNCII - 001

CBLM May 2015 Issued by:
Food and Beverage Services NCII Date Revised: PCDS
May 2015
“Provide Food & Beverage Services to Developed by:
Guest” ROMIE B. LACADEN REVISION # OI
It is often the service provided to guests that separates one venue from another and is the
determining factor about whether or not those people will return and tell their friends about
us.

Two keys when serving food and beverage are:

 Do it quickly without giving the guest the impression they are being rushed or you
are in a hurry
 Do it professionally. Serve the correct items to the correct diners, be polite, identify
items as they are served, communicate and interact with guests, smile, answer
any questions that are asked and check that the items presented are acceptable
to the guests.

Placing the food on to the guest’s table

Always serve the meal from the guest’s right (the same side that beverages are served
from) and announce the meal as it is being placed down. Consistency in service is
important.

Make sure the dish is placed down so the main item on the dish – the steak, the slices of
meat, the piece of fish, the chicken breast – is closest to the guest (at the 4 o’clock – 8
o’clock position).

Where a steak is being served, the kitchen should have presented the steak on the plate
with the fat toward the centre of the plate, and not facing the guest so they have to cut
through the fat to get to the meat.

It is professional to place the right meal down in front of the right person, without having to
ask, “Who’s having the chicken?” The guest numbering system comes into play when
identifying which meal is to be placed in front of a particular guest. It is usual practice to
announce each guest to confirm that each diner is receiving what they ordered. For
example, “The Grand T-Bone, rare with extra chips. Enjoy!”

Place the dishes on to the table in such as way that the noise made by contact with the
table is minimised.

Serving Food

One of the most important skills a waiter can master is the art of carrying plates.

There are two methods to choose from and proficiency in using either method can only be
gained in the same way as gaining competency in carrying a drinks tray – practice, Element
4: Provide table service

Plate carrying techniquesTwo Plate Carrying

Hold the first plate between your thumb, index finger and the middle finger.

Place the second plate above the first plate, supporting it by your fourth finger, your little finger and the

13 Date Developed: Document No. FBSNCII - 001

CBLM May 2015 Issued by:
Food and Beverage Services NCII Date Revised: PCDS
May 2015
“Provide Food & Beverage Services to Developed by:
Guest” ROMIE B. LACADEN REVISION # OI
base of your thumb and forearm. A third plate can be carried in the right hand. Plate Carrying

Hold the first plate between your thumb, index finger and the middle finger.

Place the second plate into the crease of the palm of your left hand under the edge of the first plate,
supporting it by your ring and little fingers.

Carry the third plate on the flat of your forearm and rim of the second plate. A fourth plate can be carried
in the right hand.ment 4: Provide table service

Serving beverages

There are a number of points to note when serving drinks. Always serve to the right of the
seated customer, unless this is obviously impossible.

It may be impossible to serve from the guest’s right-hand side if two people are talking
intimately head to head, or if there is something such as a pillar or plant in the way to the
guest’s right.

Other points include:

 Trays are carried on the palm of the left hand with the tips of the fingers slightly
raised – do not hold the tray by its edges
 Drink trays are usually held on the left hand so that the right hand is free to serve
the drinks
 If the tray does not have a non-slip surface, then a tray liner or mat should be used
to prevent glassware from slipping. The tray mat may be kept in place by smearing
a few drops of water on the tray’s surface
 Service staff should handle glassware by the base or the stem. Never handle
glasses by their rims, never put fingers in the glasses
 Trays are usually loaded with the heaviest glass in the centre, and the lighter
glasses placed around the outside. In most cases, the last drink on the tray should
be the first drink off
 Trays should be carried at waist level through the room walking with a straight back
and shoulders. Don’t carry the tray above your head!
 Trays should be carried close to, and ‘within’, the body to avoid knocking into
someone or something
 When unloading trays, you may have to slightly twist your body with the tray
positioned slightly away from your side. This is to enable the right arm and hand to
reach in towards the table and safely position the customer’s drink
 All drinks should be announced when being placed on the table. This provides an
element of customer service as well as providing the guest with an opportunity to
check that they are being served the drink they ordered. “Excuse me sir, your
Whisky and Coke. Thank you.”
 Remember to bend your knees when serving from a tray
 Work anti-clockwise around the table, repeating the above procedures until the last
drink is served

14 Date Developed: Document No. FBSNCII - 001

CBLM May 2015 Issued by:
Food and Beverage Services NCII Date Revised: PCDS
May 2015
“Provide Food & Beverage Services to Developed by:
Guest” ROMIE B. LACADEN REVISION # OI
  Drink waiters should work anti-clockwise around the table, and food waiters should
work in a clockwise direction. This means that they will only cross paths once at
the table, saving service time and reducing the potential for accidents between
staff
 Use coasters or napkins under drinks when and where required.91

Element 4: Provide table service

Checking customer satisfaction

Checking satisfaction with food

All service staff must monitor patrons during service for signs of dissatisfaction. This
means keeping alert for non-verbal cues that indicate displeasure, and listening for
negative comments that can be overheard.

Checking customer satisfaction must apply to both food and beverages.

The 3-minute check

When a meal has been served to the customer, it is important for service staff to revisit
the table a few minutes later to check that the meals are to the customer’s satisfaction.

This is commonly known as the ‘three-minute check’.

It involves approaching the table approximately 3 minutes after the last meal was placed
on the table and making an enquiry along the lines of “Is everything to your satisfaction?”
or “How are your meals?” Individual venues may have standard statements for you to use
when making this 3-minute check so check with your supervisor and adhere to specific
enterprise requirements.

It is assumed that after three minutes, a customer will know if they are satisfied with their
food.

If they are dissatisfied, then they can tell waiting staff and a course of action can be set in
place to rectify the problem.

Remember, if you are going to ask guests whether or not they are satisfied, you have to
be prepared for those who tell you they aren’t!

Don’t treat these guests as ‘complainers’, but view the situation as an opportunity to turn a
problem into a positive service experience: listen to their complaint, apologise and act
quickly to fix the problem.

Problems may include:

 The steak is tough The meal is cold The steak is not cooked as ordered Special
requests have not been met.
 When you replace the ‘problem’ meal, apologise again and implement another
15 Date Developed: Document No. FBSNCII - 001
CBLM May 2015 Issued by:
Food and Beverage Services NCII Date Revised: PCDS
May 2015
“Provide Food & Beverage Services to Developed by:
Guest” ROMIE B. LACADEN REVISION # OI
 three-minute check to ensure that the replacement meal is to the guest’s
satisfaction.
 Speed is very important, especially where the guest is part of a group, as we do not
want one diner eating their meal long after their fellow guests have finished. This
can be embarrassing for them, and is a very public indication that we have got
something very wrong.
 It is commonplace for guests to respond positively to your enquiries about their meal
at the 3-minute check and this is great.
 Where you get such feedback, you should feed it back to the kitchen:
 “Table 7 say the roast is superb”
 “Everyone loves the lasagne”
 “Lady with the big party wants the recipe for the duck sauce!”

Your three-minute check also presents guests with an opportunity to order or re-order.

This may not fit in with the plans or the timing you have predetermined for your station,
but these orders must be taken, or dealt with, politely and promptly.

You may be the food waiter, but the three-minute check may well result in a drink order
being given. It is totally unacceptable for you to say “I’m sorry; I’m the food waiter, not the
drink waiter”.

You should take the order and pass it on to the appropriate person. If there is some
confusion on your part about exactly what the order is, let them know this and they can
follow it up.

Checking satisfaction with beverages

Commonly there are fewer complaints about drinks than there are with meals.

Nonetheless, there can be occasions when drinks are less than acceptable so you need
to be alert to the need to keep an eye on customers to identify when they have a problem
with their drinks.

Common problems may relate to:

 The beer or white wine is warm

 The wrong mixed drink has been served – the ‘rum and coke’ is actually ‘brandy and
coke’
 The wine tastes ‘off’.

In practice, the 3-minute check provides an opportunity for diners to complain about
beverages as well as the food but the monitoring of drinks needs to be more frequent than
just this one check.

Tips on checking customer satisfaction with drinks include:

 Monitoring the non-verbal language of drinkers – being alert to facial expressions

16 Date Developed: Document No. FBSNCII - 001
CBLM May 2015 Issued by:
Food and Beverage Services NCII Date Revised: PCDS
May 2015
“Provide Food & Beverage Services to Developed by:
Guest” ROMIE B. LACADEN REVISION # OI
 that indicate something is wrong and being tuned in to customers who beckon you
to their table
 Making eye contact with people when at or passing their tables to encourage them
to speak to you if there is a problem
 Making verbal statements. In some ways this is similar to the 3-minute check
concept, about their beverages, especially wine, such as “How’s the
Chardonnay?”

9Element 4: Provide table service

Offering additional food and beverage

Throughout the meal the opportunity arises to offer additional food and beverages.

Selling additional items is what the employer expects you to do, and providing these items
can also meet customer expectations in terms of service needs.

Offering and providing additional items that are not being sold is part of the service
provision that creates customer satisfaction and meets expectations in terms of high
levels of service delivery.

Additional items should be offered at appropriate times such as:

 The three-minute check

 When glasses are nearly empty
 When bottles are nearly empty
 When most bread or rolls on the table have all been consumed.

The service of additional items should be in accord with normal service practices. There
should not be a lesser standard of service simply because the items are ‘additional’.

Items may include the service of condiments and side dishes such as:

 Tomato sauce
 Tabasco sauce
 Fish sauce
 Soya sauce Chilli
 Mustards
 Tartare sauce
 More butter
 More bread or rolls
 Side salad
 Bowl of fries
 Onion rings
 Rice

Some additional equipment items that may need to be provided can include:

17 Date Developed: Document No. FBSNCII - 001

CBLM May 2015 Issued by:
Food and Beverage Services NCII Date Revised: PCDS
May 2015
“Provide Food & Beverage Services to Developed by:
Guest” ROMIE B. LACADEN REVISION # OI
  Extra cutlery – to replace items that guests may have dropped on the floor
 Extra crockery
 Extra glassware
 More serviettes
 A finger bowl
 A scrap bowl – depending on the menu item being served.

Clearing tables
Used and unwanted items should be removed from tables throughout the meal.

It is never acceptable to allow used or unwanted items to build up on the table and clear
the table only at the end of the meal.

Removing items progressively throughout the meal provides expected customer service,
and maintain a clear ‘work surface’ to allow food and beverages to be more easily placed
on the table.

When guests place their knife and fork together in the centre of the plate this is the usual
sign that they have finished their meal.

Of course, not all customers will do this, so you must be aware of other signs. The most
obvious being an empty plate.

Before clearing any plates away, ask the customer if they have finished to ensure the
plate can actually be cleared away. A simple question such as “May I take your plate,
madam?” or “Have you finished, sir?” is all that is required.

Traditionally, with tables of up to eight people, all guests should have finished their meal
before the table is cleared. This is to avoid some guests feeling they have to rush to finish
their meals just because others around them may have already finished.

With tables of eight people or more, plates are traditionally cleared randomly as the
guests finish their meal.

Naturally all clearing of plates must be done in accordance with establishment standards
and practices, with minimal disruption to customers. If you are unsure about what applies
at your workplace, then ask your supervisor.

Steps to clearing a table

The following protocols commonly apply when clearing a table:

 Try to start with the guest who has the most scraps left on their plate. This will act as
the base plate for clearing
 Always clear from the right of the guest - the same side that you should have served
from
 Pick up the first plate, complete with cutlery, with your right hand and transfer and
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 secure it in your left hand
 Secure the end of the fork handle under your thumb
 Slide the knife, cutting end first, under the fork to secure it and stop it from sliding
away
 Moving clockwise around the table, clear the next guest’s plate. Make sure the left
hand is held back to avoid being too close to the customer, especially their head
and shoulders
 Secure the second plate into position over the wrist, and scrape any food scraps
onto the base plate (plate positioning will be as previously described in the Two-
plate serving methods.
 Secure the knife by sliding it under the securing fork
 Place the second fork parallel to the securing fork
 Continue this procedure until all the plates and cutlery are cleared for that particular
course.

Remember

 Clearing must be done at the appropriate time (see above for guidelines) and with
minimal disruption to the customers. Clearing should be ‘part of the process’ and
not an interruption to it
 Clear away all unwanted or unused cutlery when removing matching course plates.
If a guest has not used their main course knife for instance, it must be cleared
when the main course plate is cleared
 Clear away the side plate and the side knife when clearing away the main meal
plate. This is cleared from the guest’s left-hand side so as not to reach across in
front of the guest
 Clear away anything that is unwanted or unused on the table at that stage
 Clear away any condiments associated with the course that is being cleared. The
salt and pepper shakers, butter dish and bread basket should be cleared when the
main course items are being cleared. You may however, elect to clear away
breadboards or baskets as soon as bread has been consumed. Check house
practice and adhere to that
 Clear away unused or dirty glassware as and when no longer required. Don’t let
them build up
 Clear away all items in accordance with the establishment’s standards and policies.
This may include directions regarding whether a tray should be used to carry
these items to the waiter’s stations, or whether a clothed service plate is to be
used, and whether or not items should be cleared to the waiter’s station or directly
to the kitchen or bar.

Presenting and processing accounts

Naturally at the end of the dining experience customers will be required to pay for their
food and beverage items.

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This will be explained in more detail in Section 6 of this manual.

96

Thank and farewell customers courteously

All food and beverage guests should be thanked and farewelled courteously.

This applies to regulars and visitors, big-spenders and the customer who just drinks a pot
of beer or squash and eats an entrée.

We must give all drinkers and diners the respect they and their patronage deserves:
without these customers you don’t have a job!

The importance of the farewell

The farewelling of customers is an important part of the service cycle and one that is
arguably more important than the greeting the customer receives because the farewell is
often the last thing they have to remember us by.

You should also bear in mind that many customers who leave a hospitality venue, leave
with nothing but have paid money for that privilege!

To illustrate this, it means that most people leave a property after having slept there,
eaten there, drank there or after attending a function or entertainment event. This is totally
different to most retail situations where customers leave having paid for an item they take
with them and can use at home.

The point being then that the customers may have just spent a substantial amount of
money, and then leave with nothing to show for it, except perhaps a full stomach. These
facts underline the importance of a good farewell.

Farewelling guests

All guests should be farewelled in accordance with establishment standards and policies.

Some establishments may require their staff to walk the customers to the entrance and
hold the door open, before thanking them and bidding them farewell.

Other establishments may require a more casual approach such as a smile, a wave and a
simple “Thanks very much” to the guests as they are departing.

It may be standard practice to wish them “Good day” or “Good night” and “We look
forward to seeing you again”, or some similar phrase.

Where appropriate you could also offer to call a taxi.

If it is raining, escorting guests to their car with an umbrella may be part of the service
offered. An alternative may be to offer a complimentary coffee while the weather clears.

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Whatever the standard or policy, guests should be acknowledged when they leave. Their
final experience with you must be a positive one.

Task Sheet 4.1-1

It is a requirement of this Unit that you complete Work Projects as advised by your
Trainer. You must submit documentation, suitable evidence or other relevant proof of
completion of the project to your Trainer by the agreed date.

4.1 To fulfil the requirements of this Work Project you are asked to research how to
receive customer orders including:

 Types of glassware, service ware and cutlery suitable for menu choice Steps
associated with adjusting the cover.

4.2. Research how to check product and/or brand preferences with customer in a
courteous manner, including:

 How to identify personal preferences Types of pour and call brands commonly
used for a range of alcoholic products.

4.3. Research how to provide clear and helpful recommendations or information to

customers on selection of food or drinks including:

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  Identify a range of food items and how to recommend them
 Identify a range of beverage items and how to recommend them
 Food and Wine Combinations, based on an establishment’s food and wine menu.

4.4. Research how to serve food and drink according to enterprise requirements and
personal hygiene standards, including:

 Collecting food and beverage selections

 Delivering items to the table
 Serving food and beverage
 Checking customer satisfaction
 Offering additional food and beverage
 Clearing tables
 Presenting and processing accounts
 Thank and farewell customers courteously.

98

Element

4: Provide table service

Performance Criteria for

Task Sheet 4.1-1

Provide table service

Receive customer orders

Provide glassware, serviceware and cutlery suitable for menu choice

Adjusting the cover.

Check product and/or brand preferences with customer in a courteous manner

Personal preference

Pour and call brands.

Provide clear and helpful recommendations or information to customers on selection of food

or drinks, if required

Recommending Food

Recommending Beverages
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 Food and Wine Combinations.

Serve food and drink according to enterprise requirements and personal hygiene standards

Collecting food and beverage selections

Delivering items to the table

Serving food and beverage

Checking customer satisfaction

Offering additional food and beverage

Clearing tables

Presenting and processing accounts

Thank and farewe

Learning Outcome # 2 Assist the Diners

CONTENT:

1. Good communication skills

2. Service styles for different types of food
3. Compatibility of common food and beverage items
4. Traditional accompaniments for different types of food

ASSESSMENT CRITERIA:

1. Additional requests or needs of the guests are anticipated.

2. Additional food and beverage are offered and served at the appropriate times.
3. Necessary condiments and appropriate tableware are provided based on the food order.
4. Delays or deficiencies in service are recognized and followed up promptly based on enterprise
policy.
5. The “3-minute check” is conducted to check guest ‘s satisfaction.
6. Children and guests with special needs are treated with extra attention and care.

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CONDITIONS:

Student/ trainee must be provided with the following:

Tools Equipment Materials/ Supplies

Telephone Pen and paper
Guidelines
Instructions
METHODOLOGY

 Modular (self-paced)
 Electronic learning
 Industry Immersion
 Film viewing
 Demonstration
 Discussion

ASSESSMENT METHOD:

 Interview (oral/ questionnaire)

 Observation
 Demonstration of Practical Skills
 Written examination

Learning Experiences / Activities

Learning Outcome # 2

Assist the Diners

Learning Activities Special Instructions

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 This Learning Outcome deals with the development
of the Institutional Competency Evaluation Tool which
trainers use in evaluating their trainees after finishing
a competency of the qualification.

Go through the learning activities outlined for you on

the left column to gain the necessary information or
knowledge before doing the tasks to practice on
performing the requirements of the evaluation tool.

The output of this LO is a complete Institutional

Competency Evaluation Package for one
Competency of Food and Beverage Services NCII.
Your output shall serve as one of your portfolio for
your Institutional Competency Evaluation for Develop
and update food and beverage knowledge.

Feel free to show your outputs to your trainer as you

accomplish them for guidance and evaluation.

This Learning Outcome deals with the development

of the Institutional Competency Evaluation Tool which
trainers use in evaluating their trainees after finishing
a competency of the qualification.

Go through the learning activities outlined for you on

the left column to gain the necessary information or
knowledge before doing the tasks to practice on
performing the requirements of the evaluation tool.

After doing all the activities for this LO2: Assist the
diners; you are ready to proceed to the next: LO3.
Perform banquet or catering food services

INFORMATION SHEET 4.2-1

Prepare food and/or food and beverage outlet for service

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 1. Check food service area and customer facilities for cleanliness
prior to service, in accordance with enterprise procedures, and
where required, take corrective

Staff working in a food and beverage facility will be

responsible for checking the food and beverage area prior
to opening/service to ensure its cleanliness and, where
required, to take corrective action.
In most establishments, employees are rostered on a
minimum of half an hour depending on bookings and the
size of the facility before a shift starts, to prepare a
restaurant/dining area for service.
The preparation of a restaurant is vital for the efficient and successful running of any meal
shift. Things need to be checked, stocked, positioned and cleaned before a restaurant
opens to the public, and if a restaurant is unprepared, service may be slow, inefficient and
seen as unprofessional by the customer, who then may decide not to return.
You need to be ready for service when the doors open – otherwise you always seem to
be playing catch-up, and never get on top of what needs to be done.

The range and variety of food and beverage outlets

The industry boasts a wide variety of food and beverage outlets.
The notes provided in this manual are intended as a guide to what
is generally applicable. However you are advised to identify what
specifically applies at your workplace and comply with those
requirements where they differ from what is provided in these
notes.
In many instances the preferred methods, techniques and
protocols will reflect the nature and style of the establishment and
the atmosphere, image and environment it wishes to create.
For example, one establishment may aim for a casual dining
environment while another aims for a more formal approach.
Neither is right or wrong – they are simply different and it is your responsibility to provide
the style of service appropriate for the venue where you work.
If unsure about what applies where you work, speak to your supervisor.

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Cleaning and checking the restaurant area

All areas need to be checked for cleanliness or cleaned prior to service.

Most establishments employ cleaners to do the bulk of the cleaning during the hours the
area is closed. However, throughout the day, certain areas must be monitored for their
ongoing cleanliness and any problem areas must be rectified promptly. These problems
cannot wait until the daily major cleaning service.
These procedures follow any establishment schedule. They cover a wide diversity of
tasks and equipment. The size of the venue, the number of staff, the number of covers,
layout, service style and opening hours will all impact on the cleaning and checking that
are required.
Areas to check for cleanliness may include:
 Furniture – tables and chairs
 Wall hangings – pictures or displays
 Fixtures – light fittings and door knobs
 Plants – indoor plants and pots
 Glass – windows, panels and doors
 Floor – carpet and tiled areas
 Work stations – waiter’s sideboard
 Toilets – rest areas
 Operating equipment such as coffee machine, carving trolley, toaster, bar chiller, bar
blender etc..

Checking and cleaning customer facilities

Facilities can say a lot about the hygiene levels and standards of an establishment.
Customers dislike visiting facilities in a venue that are messy or unclean, and often infer
things about other areas of the property based on what they find in these public areas.
It is therefore very important to keep these areas clean. Waiting staff cannot afford to
adopt a view that says ‘these are not my areas – it’s not up to me’.
They are – and it is!
Customer facilities may include the waiting area, the toilets, non-smoking areas and
external areas.

Waiting area
This area is used to seat customers who may be waiting for a table, or waiting for other
guests to arrive.
Waiting areas usually have seating, offer written material for customers to read, and have
some of view to keep customers engaged while they are waiting.
Waiting areas may also have a cloakroom to store customers’ property. It is vital for
cloakrooms to be clean and well-maintained in order to reduce the risk of damaging

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customers’ property, and to create an initial impression of care and attention to detail
throughout the entire property.
Waiting areas are usually near the front entrance, and are often the first area a customer
enters. This first impression of the establishment is very important so cleanliness and
tidiness is essential.
In addition, staff who work here must realise that their dress, actions and demeanour are
likewise critical: they must also realise that customers will see them before they talk to
them, and are forming an opinion of the establishment long before the first word is said.

Toilets
The restroom area must be kept clean at all times and well-stocked with the necessary
items.
Depending on the number of patrons, some restroom areas can get quite messy during
service.
A Cleaning Schedule and Checklist for the individual facility should be prepared and used to guide
inspections of toilets.

The following areas in a restroom must be checked for cleanliness and stocked before
service and regularly throughout a shift. Checks should include:
 Benches – making sure they are free from water, soap scum, tissues and glassware
 Toilet cubicles – checking they are stocked with toilet paper; the toilet bowl and seat
must be clean
 Urinal – checking they are clean and in good working
order and deodorant blocks supplied where appropriate
 Hand towel dispenser – making sure it is stocked with
woven paper towels
 Hand dryer – verifying it is clean and in good working
order
 Soap and sanitiser – checking to ensure sufficient
supply
 Waste paper basket – emptying it as required and ensuring it is not overflowing, and is
fitted with a bin liner that is in good order
 Floor – making sure it is clean and free from rubbish and liquid spillage
 Making sure the area has a clean and hygienic smell.
Unfortunately, some customers visiting hospitality establishments could be ill, and if
someone has been ill in a toilet or restroom, then the problem must be addressed
immediately. Even though it’s a dirty job, you’ve got to fix it. You must not just ignore it.
If you can’t do it, get a cleaner on to it immediately.
When these checks and cleaning duties are being performed, it is also necessary for you
to keep an eye peeled for any pieces of furniture, or other items that require repair or
which may pose a danger. These should be reported to the appropriate person
(supervisor or the maintenance department), and removed from service where warranted.

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Work within guidelines for Occupational Safety and Health (OSH) regarding cleaning toilet
areas, such as wearing disposable gloves, taking all necessary measures to protect
yourself against injury when dealing with chemicals, being alert to the possibility that
needles may have been disposed of in the toilet cubicles or in the waste bins.

Smoking areas
The main cleaning of this area should have been done by the cleaning staff but your role
may include:
 Checking that the cleaning of this area has been
done – and arranging for supplementary cleaning
where required
 Doing spot cleaning of areas and items that require
it – the cleaners may not always clean this area to
the standard you want, or which is required
 Placing ashtrays in the area – on tables, on the
floor
 Placing advertising material in the area – to promote the food and beverages
available, and to promote upcoming events, special occasions etc.
 Watering plants in the area.
Again a Cleaning Schedule and Checklist for the individual smoking area should be
prepared and used to guide inspections.

External areas
External areas are areas outside the premises and can include footpaths, gardens and
car parks.
These areas are often forgotten by staff who normally work inside the
premises, but they are very important because these areas are the
ones that customers see before they enter the food and beverage
area. Once again, they start forming impressions about the food and
beverages and the service they will receive based on these factors.
Duties regarding these areas are usually limited to the basics such as:
 Sweeping or hosing an area
 Picking up rubbish
 Collecting any glasses etc. that guests may have taken outside.

Prepare and adjust the environment to ensure comfort and ambience for customers, as
appropriate

The ambience and comfort level of a restaurant must be taken into consideration when
preparing for service.

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It should also be continuously monitored during service to ensure it is inline with policy
and requirements. Most venues will have set requirements in relation to:
 The temperature settings on the climate control/air conditioning systems
 The lights that have to be turned on or off
 The level at which sound systems operate.

Comfort and ambience

Some of the factors in achieving a high level of customer comfort and creating the
required ambience include:
 Restaurant temperature set at a comfortable level taking into account the outside
temperatures. Some properties set a constant level year round. An accepted
temperature range for dining areas is 20ºC - 26ºC, while other properties will make the
room cooler during summer and warmer during winter.
 Generally speaking, the temperature level should be a ‘set and forget’ issue. If the
temperature has to be altered, permission to do so may be required from
management before adjustments are made.
 Lighting adjusted according to the time of day
and the establishment style. Lighting is a main
way in which ambience is created and the
combination of up lights and down lights, the
use of dimmer and coloured lights all combine
to produce a required setting.

Checks must be made to ensure:

 No blown bulbs
 No flickering fluorescents
 Dimmers are set at the correct setting
 Lights are on or off as required
 A fresh smell. Sometimes it may be necessary to turn on the air conditioning for a
short time to clear away stale air and smoke. In some cases the property may use a
commercial product to remove bad smells. In some venues, a fresh smell may be
achieved by simply opening windows and doors but care needs to be taken to protect
against flies and other insects coming in!
 Music organised as appropriate. The type of music played must be in accordance with
establishment policies, themes, special events and preferences. For example, Irish
music on St Patrick’s Day is appropriate
 Volume of the music should be set at a relatively low level at the start of a session and
be adjusted upwards as patron noise and cutlery and crockery noise grows during
service. The music should aim to:
 Provide a background to the dining experience
 Mask conversations of other patrons
 Create atmosphere.

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In some establishments, quick-tempo music is played to encourage guests to eat quicker
thereby increasing the possibility of selling a table more than once per session. In other
venues, the music is deliberately chosen to provide a more relaxed and slower-paced
environment.
There is no room in venues for you to bring in your favourite CDs and use them as the
standard music for the dining room!
Table decorations and floor displays
Decorations help create the atmosphere for the room and
may be themed to reflect the name of the venue/room, or to
reflect the interests of the customers who eat and drink
Floor displays are used to motivate customers to buy
products (food and beverage items such as wines, cocktails
or a nominated menu item), or to promote another part of the
venue or to promote an upcoming special event in the dining
area or bar (such as Mother’s Day, a Seafood Night or
Valentine’s Day).

Adjusting the environment during trade

Customers sometimes show signs that they are not
comfortable in their surroundings. You need to be aware of
the body language being sent by customers. Careful
observation will let you know if people are too cold, too hot,
or if the music is too loud, or the lights too low.
It is a fact of life in dining areas and restaurants that
getting the air conditioning or music 100% right for
everyone is very difficult, if not impossible.
For someone sitting under an air conditioner outlet the
temperature can be too cold, while for someone sitting only
a couple of metres away, it can be perfect.
A party of young people may want the music turned up or
another style of music played , while an older group may want the music turned down.
Always check with a supervisor before adjusting temperature or music. Some properties
will require the set levels to be adhered to at all times, while other rooms may be prepared
to alter settings where those requesting the changes are (for example) regular customers
or represent the majority of people in the room.

Set up any furniture according to enterprise requirements, customer requests and

customer and staff convenience and safety
Another major task in preparing a food and beverage service area for service is to set up
the furniture in the room.
‘Furniture’ primarily refers to tables and chairs.
The room may be set up:

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 In a standard fashion – where it is set exactly the same for each session regardless of
bookings, day of the week, time of the day
 To reflect the identified service session needs.

Floor plan
A floor plan is a map of how the tables are to be positioned in a dining area or restaurant.
A new floor plan is created in many establishments for each and every service session.
While these floor plans may all be similar, there will sometimes be subtle variations, and
at other times big differences between them.
Much of what we do in the hospitality industry is based on intelligent and adequate
planning: a floor plan is one aspect of that planning.
A floor plan sets out:
 Where the tables will be physically positioned
 The number of covers on each table
 The table numbers
 Which waiters will serve which tables.

Table arrangement and placement can vary according to the type and style of menu being
served, and each floor plan must take a number of points into consideration to ensure
customer convenience and safety.
These points may include:
Reservations
 Number of guests – including type of guests. For example, a baby may require a high
chair
 Name of guests/party

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 Also, the size of some bookings can indicate where their table has to be placed simply
because it won’t fit in certain locations
 Customer’s arrival time
 Special requests – such as the guest requesting a specific table number, a table that
has a view of the lake, one that isn’t near the entrance door or is close to the dance
floor
 Needs of guests, for example, wheelchair access, need for privacy
 Contact details/number for guest or party.
Shape and design of the room
This involves taking into account the structure of the room in
relation to issues such as:
 Tiered floors – split level dining areas are notoriously
difficult to prepare a table plan for as they tend to waste
a lot of space
 Location and size of dance floors
 Location of windows
 Number and size of entertainment areas
 Required thoroughfares to allow both guest access to tables, toilets etc. and to allow
staff sufficient room to move around the floor and service the tables
 The amount of room required for staff movement must reflect the style of service be-
ing offered. For example, more room is needed between tables if gueridon trolleys are
going to be used as part of the service.

Most floor plans will allow several primary service routes for waiting staff to take on
the floor so that all the tables can be serviced
 Location and number of booths or alcoves that exist in the room – if applicable.
Immovable objects
Within most rooms there will be various objects that cannot be moved and there is
therefore a need to plan around them. They include:
 Waiter’s stations
 Pillars
 Staircases
 Display cases.
Style of furniture
These will also influence the layout of the floor plan. Factors involved are:
 Shape of tables –– round, square, half-moon, quarter-circle
 Size of tables – two-person, or four-person
 Type of chair used at the tables.
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Exits and doors
The location of doors and whether or not they open inwards or outwards must be taken
into account in relation to:
 Service doors – to and from the kitchen, bar
 Fire exits
 Restroom doors
 Main entrance to the room.

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It is standard practice to try to seat guests away from doors wherever possible as these
areas are likely to be high-traffic areas that can detract from the guest’s enjoyment of their
dining experience.
Further considerations
Further points that may need to be factored in include:
 Leaving space for guests to move in and out from their table with safety and without
having to ask others to stand up
 Providing customers with enough space around the table to grant a level of privacy.
Placing tables ‘too close’ to others is to be avoided
 Avoiding placing tables in draughty areas, directly under speakers or air conditioning,
or too close to waiter’s stations
 Making provision for hats and coats, where applicable.

Customer and service personnel access

All rooms must be checked prior to service to ensure there is adequate access for both
customers and service staff.
A room that is overcrowded has the potential to reduce customer satisfaction. This may
be due to being too close to others; service levels are reduced because of the difficulty
staff might have in getting to tables.
It can also present a potential danger if there is a need to evacuate the room for any
reason.
Access routes into the room and between tables must ensure:
 The ability of all patrons to move freely to and from their
tables
 Room for staff to service individual tables – that is, to move
freely and easily around individual tables
 Room for staff to wheel service trolleys around the room and
to individual tables
 Ease of access to facilities in the room such as toilets, viewing
areas and service points such as bars, food pick-up points
and dance floor
 Waiting staff can have freedom of movement around their
waiting stations.

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Guest” ROMIE B. LACADEN REVISION # OI
Display food and beverage items according to enterprise and legislative requirements
Not all food and beverage outlets display their items but many do, especially where they
believe they can use the concept of ‘selling by seeing’ to assist and increase sales.
Where food items are displayed for service, they must be handled in such a way that
complies with internal requirements and externally imposed legal obligations.

What’s involved?
Both food and beverage items may be displayed in a service room.
Commonly, wines will be displayed so that customers can browse at what is available
before they make their selection. These wines may be displayed in bins, on shelves or
feature as the centrepiece of a special display.
Other beverages may simply be ‘on display’ almost by default by virtue of where they are
stored, such as on shelves behind the bar, or in glass-fronted refrigeration units that are
visible to customers.
Food items may be displayed in bain maries or salad counter as follows:
 As raw food – for example, pre-cut steaks, whole
fish or fish fillets, raw hamburgers, boutique
sausages and other cuts of meat such as chops,
cutlets, loins, rashers etc.
 As cooked, ready-to-eat food in premises that
want to offer a fast-food service of either cold or
hot food
 As foods available to supplement main courses
such as salad vegetables, pre-made salads, hot
and cold sauces, gravies, hot vegetables, soups and hot and cold desserts.
It is important to note that cold food must be kept at 5ºC or below whilst hot food must be
kept at 60ºC or above.
Foods and beverage items may also be displayed via trolleys on the dining floor. These
trolleys may be used to present, promote or provide the
basis of service for:
 Hors d’oeuvres
 Roasts
 Desserts
 Pre-dinner drinks
 After dinner drinks.

36 Date Developed: Document No. FBSNCII - 001

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Guest” ROMIE B. LACADEN REVISION # OI
Enterprise requirements
House requirements in relation to the display of food can address issues such as:
 Location of items – covering the sequencing of items in displays and the location of
food display units. Some properties elect to maintain a standard layout where items
never change their location within the display, and other venues deliberately choose to
alter the location of items on a regular basis to introduce ‘something new’ to the
display and possibly encourage customers to see, and therefore try or buy something
they haven’t seen or noticed before
 Amount of food etc displayed – limiting the quantities
to be displayed
 Restocking of items – providing guidelines regarding
the stage at which displays are to be replenished
 Need to comply with legal requirements – see below
 Placement of items within nominated locations. A
common requirement, for example, with pre-made
food items is to only load the display tray half-full but to ensure that the half-full part of
the tray is the section that faces the front of the display
 Appearance of individual items. There are usually requirements that all items on
display must be attractive and of saleable quality etc. Any item that is sub-standard in
this regard, even though it may otherwise be perfectly fit to eat, must be removed from
the display and/or thrown out.

2. Check and prepare equipment for service

Various pieces of equipment need to be used during the service of a meal shift, and all
these should be checked for cleanliness and correct operating efficiency before service
sessions commence.
All equipment must be cleaned and used in accordance with
the manufacturer’s instructions. Failure to clean or use this
equipment as per manufacturer’s instructions can result in
expensive damage being done to these items.
Items that are unclean, unsafe or not operating properly
should be removed from service.

Coffee machines
The coffee machines should be switched on at least half an
hour before service to enable the element to heat up and
achieve the required temperature.
The coffee machine should be checked for cleanliness and
all required pieces must be in place and fully operational. As
mentioned above, the coffee machine must be cleaned and

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Guest” ROMIE B. LACADEN REVISION # OI
operated in accordance with the manufacturer’s instructions.
Before service, the equipment and ingredients to make coffee should be checked to
ensure they are clean and that they are sufficient to last the length of the service session.
Cups and mugs (where appropriate) – all sizes and styles, including saucers
 Teaspoons
 Sugar bowls and sweeteners/sugar substitutes
 Milk and cream jugs – normal and low-fat milk
 Coffee – espresso, instant, decaffeinated
 Plate for after dinner chocolates or cookie biscuits, if applicable
 Napkins and doilies – where used
 Espresso-specific items – tamps, knock boxes, steaming jobs and thermometers,
espresso preparation brushes, grinders, group handles and, where applicable, take-
away cupping supplies.

Tea making facilities

Most hospitality establishments prefer to use tea bags when
making tea. However there are still a number of establishments
that stay with the more traditional method of serving tea in a pot
using tea leaves.
Before service, the equipment and ingredients to make tea should
be checked to ensure there are sufficient items to cater for the
service session.
Items may include:
 Cups and saucers
 Teaspoons
 Urns for water
 Tea bags or tea leaves – black tea, semi-black tea,
blended tea, green tea, scented tea, herbal tea
 Teapots – two and four-cup, including cosies where applicable
 Milk jugs
 Sugar bowls and sweeteners/sugar substitutes – sugar tongs
 Wedges of lemon
 Tea strainer
 Hot water jugs
 Holders or plate for used tea bags.

38 Date Developed: Document No. FBSNCII - 001

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Food and Beverage Services NCII Date Revised: PCDS
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Guest” ROMIE B. LACADEN REVISION # OI
Bain-maries
The bain-marie is used to keep hot food at the right temperature during the service period.
It must keep the hot food at 60°C or above.
It must be cleaned and operated in accordance with the manufacturer’s instructions, and
as the bain-marie is often accessible to customers, or on public view, it should be cleaned
with this in mind.
Before service, the bain-marie should be switched on so
that the water covering the heating elements can
achieve the required temperature. It is the hot water and
rising steam that keeps the food hot.
Glass on a bain-marie should be checked for
cleanliness, as should the stainless steel casing. Many
customers will infer things about the food, from the
condition of the bain-marie.
The bain-marie trays must also be clean and may require your attention during the shift:
you may be required to cover food as the need arises, replenish it and ensure its eye
appeal.

Toasters
Toasters may be used during any shift, but particularly during breakfast.
Toasters should be clean and free of crumbs. Crumbs can smoke and may even catch
alight causing alarm to customers.
Before service, toasters should be checked that they are in good working order, with
special attention paid to electrical cords to ensure they are not frayed or do not have any
wires exposed.
Once again, they should not only be clean, but they must look clean, shiny and spotless.
Signage relating to supervision with children using toasters may also be necessary.
Tunnel toasters are usually set at the setting determined as ‘correct’ and there is usually a
sign asking customers not to alter that setting.

Salt and pepper shakers

Before each shift, salt and pepper shakers must be checked to ensure they are clean and
filled appropriately.
Blocked holes should be unblocked. This can be done with a
toothpick.
The exterior of the shakers must be clean, and the tops free from
residual salt or pepper. A few uncooked rice grains are sometimes
added to salt shakers to absorb any moisture that may get into the
salt.
Check the tops of the shakers are firmly in place as some
customers take delight in loosening to the extent that the next
person who uses them will find the top comes off and their meal is
covered in salt or pepper!
39 Date Developed: Document No. FBSNCII - 001
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Guest” ROMIE B. LACADEN REVISION # OI
Cutlery
A wide range of cutlery can be used in a food and beverage facility: the following are
commonly used items:

Cutlery Chart

Large Knife – Main Large Spoon. –

course. Serving.

Small Knife – Medium Spoon –

Entrée course, Desserts and pasta.
buttering, pâté,
cheese and fruit.

Steak Knife – Soup Spoon (round)

Steak. – Soup.

Fish Knife – Fish Small Spoon (tea) –

(and some seafood Teas, coffee, prawn
items) and lifting cocktails, ice cream,
delicate items. sugar coupes and
sorbets.

Cheese Knife. Parfait Spoon (long

handle) – Desserts
and ice cream.

Carving Knife – Escargot Tongs –

Slicing roast and Snails.
cutting large items.

40 Date Developed: Document No. FBSNCII - 001

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Guest” ROMIE B. LACADEN REVISION # OI
Cutlery Chart

Bread Knife – Lobster Picks –

Slicing bread and Lobster/crayfish.
rolls.

Large Fork – Main Lobster Cracker –

course and serving Lobster/crayfish/

Small Fork – Gateau Slice –

Entree, pasta, Cakes and flans
salad, dessert and
fruit.

Fish Fork – Ladle – Soup and

Oysters and prawn sauces
cocktails.

Long Pronged Fork

– Snails
(Escargot).

41 Date Developed: Document No. FBSNCII - 001

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Food and Beverage Services NCII Date Revised: PCDS
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Guest” ROMIE B. LACADEN REVISION # OI
A common procedure to polish cutlery is as follows:
1. Separate the cutlery into the different types
2. Take a handful of cutlery, holding it by the
handles, and dip the ends into a bucket full of
hot water and lemon
3. Using a clean, lint-free cloth, polish the service
end of the cutlery
4. Continue this procedure until all cutlery is
polished
5. Place the cutlery, handles up, in the service position, either on a table or at the
waiter’s station. Polished cutlery should always be placed on an underplate to be
taken to the table for set up
6. Do not touch the top of the item that goes into the customer’s mouth.
Certain cutlery items must be cleaned and polished according to manufacturer’s
instructions.

Crockery
The type of crockery used by an establishment
can vary depending on the menu items offered,
the style of service provided and the required
image the property wishes to create.
Crockery may be ‘badged’ with the name of the
venue, or be unbadged.
Traditionally, crockery is white, but many colour
options exist that can be used to blend with a
theme.
Standard types of crockery are:

Crockery Chart

Side Plate Cappuccino Set

42 Date Developed: Document No. FBSNCII - 001

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Guest” ROMIE B. LACADEN REVISION # OI
Crockery Chart

Fruit Plate Tall Tea Cup

Dessert Plate Stackable Set

Entrée Plate Coffee Set

Main Plate Saucers

Show Plate Tea Pot

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Guest” ROMIE B. LACADEN REVISION # OI
Crockery Chart

Platter Coffee Pot

Soup Bowl Consommé Bowl

Breakfast Bowl Bouillon Cup

Cloche/Dome Salad bowl

Salt and Pepper

Soup Tureen
Grinders

44 Date Developed: Document No. FBSNCII - 001

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Guest” ROMIE B. LACADEN REVISION # OI
Crockery Chart

Sugar Bowl Sauce Boat

Milk Jug Escargot Plate

Bud Vase Oyster Plate

Glassware
Usually, wine glasses and water glasses are set on tables in the room and it may be the
waiter’s responsibility to do this, ensuring the glassware is clean of marks, chips, cracks
and lipstick.
Hold up to light and check for water marks.
The restaurant glassware should be polished before
going on to tables. This is achieved by placing a
glass over a bucket of hot steaming water and then
polishing with a lint-free cloth.
Clean glassware should always be handled by the
stem to avoid finger marks and placed upright on a
tray to be taken to the table for set up.
Many types of glassware exist but it is the
responsibility of the bar staff to determine what is
used for which drink.
Glass can be plain or decorated. Variations in glass types are available for:

45 Date Developed: Document No. FBSNCII - 001

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Guest” ROMIE B. LACADEN REVISION # OI
 Beer glasses
 Wine glasses – still and sparkling
 All-purpose glasses – for soft drink, fruit juice, long
mixed drinks, short mixed drinks, shots, straight
nips/spirits served on ice
 Cocktail glasses
 Liqueur glasses and fortified wine glasses
 Carafes – for the service of house wines to table
 Jugs – for beer, soft drink and mixed drinks
 Irish coffee/liqueur-spirit coffee mugs.

Condiments
Condiments are served with a meal to enhance or complement the flavour.
From the perspective of preparing for food and beverage service, the preparation of
condiments is confined to the preparation of ‘proprietary’ condiments. These are the
bought-in, pre-prepared condiments that all venues use.
They need to be prepared before service and, where appropriate, covered.
Some establishments prefer to serve their condiments in the original bottle, so it is
important for that to be checked for cleanliness as well, especially around the neck and
the cap.
Condiments include:
 Tomato and barbecue sauce
 Sweet chilli/ chilli sauce
 Tabasco sauce and mustard
 Soy and fish sauce.

Butter and lemons

Butter is also a condiment and it is usually the responsibility of waiting staff (not kitchen
staff) to prepare the butter for service.
Butter can be served in:
 Cubes
 Curls
 Triangles
 Butter pots.
Some premises use the pre-packed, portion-controlled, foiled
rectangles.

46 Date Developed: Document No. FBSNCII - 001

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Guest” ROMIE B. LACADEN REVISION # OI
Service staff may also be responsible for:
 Slicing lemons for cups of tea or bar drinks
 Making lemon wedges to accompany the service of fish dishes.

Napkins
Linen napkins or paper serviettes are commonly used in food outlets.
Remember that napkins cost money, so they should be handled and treated with this in
mind.
There are a number of different napkin folds commonly found including:
 Cone
 Envelope
 Bishop’s Hat (also called Mitre)
 Fan
 Opera House
 Sail.
It is important that you can fold serviettes as
required, because folding serviettes is an activity
that can be done during quiet periods.
There may also be times when you have functions for 300 – 400 people, and all staff may
be asked to help fold serviettes.

Waiter’s station
The main purpose of a waiter’s station is to provide the service staff with a location on the
floor from which they can work.
Items commonly found at a waiter’s station will reflect the service to be provided and can
be expected to include:
 Menus and wine lists
 All main types of cutlery – usually held in drawers
 Service plates, cups and saucers
 Napkins
 Service trays
 Salt and pepper shakers
 Sugar bowls
 Docket books and pen – or electronic equivalents
 Toothpicks
 Condiments – sauces, Tabasco, mustard, extra butter
 Spare glassware

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Removing, cleaning or replacing items

Removing unwanted Items

Equipment or items may be required for the breakfast shift, but may no longer be required
for lunch or dinner, and vice versa.
You must know what these items are and remove them from the service areas prior to the
next session.
Possibilities include:
 High chairs
 Trestle tables
 Bain-maries
 Coffee urns
 Equipment used only for the breakfast shift –
toasters, fruit juice containers, cereal containers,
newspapers
 Glassware – glasses set for breakfast are nearly always different from what is needed
at lunch or dinner
 Broken equipment or furniture
 Used customer comment forms
 Stock (food and beverage items) that are no longer required
 Displays
 Mobile trolleys.
It may be the case with some items such as displays, floral arrangements and
promotional exhibits, that a ‘refresh’ is required after every session. This is to give the
area a new look for every sitting, by removing rubbish, replenishing items and getting rid
of any unattractive elements that detract from the visual appeal of the room.

Reporting problems
There may be times when service staff identify a problem they cannot rectify, or come
across a recurring problem in the room.
When this occurs, it is necessary for the appropriate person to be notified immediately.
The appropriate person will be the supervisor, duty manager, manager or owner.
Reporting these problems by phone or face to face are the preferred options as they
enable immediacy: in some instances a written report or special form may need to be
completed.
Recurring problems may be:
 A piece of equipment keeps failing
 Refrigeration that fluctuates in temperature or doesn’t reach the required temperature
 Always running out of a crockery, cutlery or glassware

48 Date Developed: Document No. FBSNCII - 001

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Guest” ROMIE B. LACADEN REVISION # OI
 Always running out of forms or pens
 Circuit breakers constantly cutting in and cutting off power
 Heating or cooling that doesn’t seem to respond to thermostats
 The floor plan always gets lost
 The need for a new piece of equipment to complete a specific task more efficiently.
Perhaps the present method could be too slow and may not keep up with the
demands of increased trade
 Any health and safety issues
 Always running out of a particular product
 Always running out of ice for the ice buckets or beverage service
 Always running out of menus or wine lists
 Need for more cleaning items and equipment.
Now that the restaurant area and equipment are ready for service, it is time to concentrate
on the tables.

3. Check cleanliness and condition of tables and all table items, prior
to service and take necessary corrective action

Once the room setting and equipment is set up it is time to set the tables to meet the
expected trade for the meal period.

Setting tables
The presentation of a table says a lot to customers
about the level of service they can expect to receive in
an establishment.
It is important that all tables are set in accordance with
the establishment standards and set up within the
timeframes required by the venue.
A place setting for one guest is commonly known in the
industry as a ‘cover’. ‘Cover’ can also be used to
indicate the number of guests, as in the phrase “we served 50 covers today”.
Covers will vary depending on the menu, the reservations and specific customer requests.

Types of Covers
A la carte cover
A la carte is the term used for a menu that has individually priced dishes: these dishes are
divided into entrées, salads, mains and desserts.
A la carte means ‘from the card/menu’.

49 Date Developed: Document No. FBSNCII - 001

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Guest” ROMIE B. LACADEN REVISION # OI
This type of cover is popular and usually consists of:
 Main course knife
 Main course fork
 Side plate
 Side knife
 Wine glass
 Napkin
 Centre pieces – salt and pepper shakers, table numbers, vases or tent cards.
Table d’hôte cover
A table d’hôte menu is a menu that has a set price for a number of courses.
‘Table d’hôte’ means ‘table of the host’.
All courses are included in the price and must be paid for by the guests even if they don’t
eat every course.
A typical set menu may have two to four choices of an entrée, two to four choices of a
main and two choices of a dessert.
The cover for this menu would be:
 Main course gear (cutlery) – this is a term meaning main course knife and fork
 Entrée gear – entrée knife and fork
 Dessert gear – dessert spoon and fork
 Side plate
 Side knife
 Wine glass
 Napkin
 Centre pieces – salt and pepper shakers, table numbers, vases or tent cards.
If a soup was the first course, a soup spoon would be set instead of the entrée gear.
If a soup was one of the two first course choices, it may or may not be set depending on
house policy.
If fish was offered, a fish knife and fork would be included.

Tips for setting a table

The following provide guidelines that may be adopted
when setting a table – check with individual house
requirements and follow those where they differ from the
following:
 Use the chair as a guide to centre the cover
 Side plates should always be placed to the left of the
50 Date Developed: Document No. FBSNCII - 001
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Guest” ROMIE B. LACADEN REVISION # OI
 fork
 Knife blades should always face left
 Sufficient space should be left between the knife and fork for the meal to be placed
down. This is approximately 25 – 30cms depending on the size and shape of the main
course plate
 Entrée cutlery should always be placed on the outside of the main course cutlery
 In a la carte dining, the dessert cutlery should be placed where the main course knife
is usually positioned
 Wine glass should be placed directly above the main knife.
After the table setting has been completed, step back and look at
the overall impression - it should look attractive, balanced and
uniform.
When setting tables ensure that all crockery, cutlery and
glassware used on a table are the same. There should never be
a ‘mix-and-match’ of items from different canteens of cutlery or
patterns of crockery.
For breakfast settings, a coffee cup is placed where the wine
glass is usually positioned.
At all times, centre pieces should be kept to a minimum to avoid cluttering a table, unless
management or house policy specify otherwise. This may be the case during certain
promotional periods, specific celebrations or as part of some other initiative.
Remember, all crockery and cutlery placed onto a table should be clean and match; all
cutlery must be placed in a straight and parallel fashion, consistent around the table for
each and every setting.
Note: it is standard industry practice for all tables in the room to be set for a service
session. If the room seats 100 and you only have bookings for 50, you don’t just set half
the room.

Clothing Techniques

Linen
Many dining rooms hire tablecloths from a linen supplier who
supplies and launders the required linen items including napkins
and table cloths.
When hiring linen, the room will be allocated a par stock level of
items from the supplier. If any of the stock is lost, too badly
spoiled or stained, the room will be invoiced for the replacement
cost of that particular item.
When handling linen, it is important to remember that each item
costs money to launder. A tablecloth can cost $5.00 or more to
launder, linen napkins around $1 each.
They are also expensive to replace if the property buys and launders their own linen.

51 Date Developed: Document No. FBSNCII - 001

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For these reasons, it is important never to use linen napkins for cleaning around the bar,
or for cleaning up spills that will stain them forever.
Linen should only be used for the purpose it was designed for – to cover a table, or to
provide a customer with a cloth serviette.
The cloth serviette may also be used as a ‘service cloth’, carried by service staff who are
carrying or handling hot food items, and used to enhance presentation and service of both
various food items and wine bottles.
The service cloth is often carried folded over the left arm.

Clothing a table
With clothing a table (that is, laying a tablecloth on a table), it is important that you use the
method approved by the establishment..
The following points in laying a cloth should be observed:
 Never let the cloth touch the floor, and handle the cloth as little as possible
 Make sure the cloth is laid the right side up. Check the hem to identify which is the
right side if you are in doubt
 The overhang should be equal all the way around
the table. Cloths come in various sizes and you must
use the right size cloth for each table
 On large tables it is usual to use more than one
cloth. The industry standard is that the overlap of
cloths runs away from the main entrance door to
enhance presentation by ‘hiding’ the join/overlap
 Creases in clothes should also run away from the
door where possible
 Try to use the cloth to cover the legs of the table where possible, making the dining
area more attractive.

Dressing tables
On special occasions, or as part of standard operating procedures, tables may need to be
dressed.
Dressing takes place as part of the set up and enhances presentation of the table.
It is time consuming, and frequently requires additional items to be used, so it is an
uncommon activity, rather than a common one.

Boxing tables
Tables can be boxed to enhance their appearance.
It is usual to box head tables at functions, display tables on the dining floor, and tables
that carry name tags of representatives at conferences.
Boxing involves folding a table cloth around the vertical fall of the table so that the sides of
the table and the legs are hidden from view.

52 Date Developed: Document No. FBSNCII - 001

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Many establishments have specially prepared (pleated or plain) boxing sheets that are
simply held in place with drawing pins, or fitted exactly to the size of individual tables.

Table accoutrements
‘Accoutrements’ are the items used to fit out the tables.
In some situations you may be required to dress tables with accoutrements such as:
 Candlesticks
 Candelabra
 Bud vases
 Overlays – a second table cloth, smaller than
the first, overlaid to provide a contrast in terms
of colour or pattern
 Floral arrangements
 Placemats
 Display and promotional material for functions such as product launches, etc.
 Printed materials, business cards as above.

Functions
In some functions, especially wedding receptions,
conventions and product launches, there is likely to be a
strong demand from the client to have access to the
dining area to dress the tables themselves.
They may ask to do the total dressing of the tables, but
more usually will want to add their own touch (flowers,
brochures, samples, kits etc.) to what you have already
prepared.
Be warned, working in conjunction with outsiders under
these conditions can be very demanding and very trying. They seem to be constantly
asking ‘annoying’ questions, requesting bits and pieces and making suggestions that
would involve you departing from standard operating procedures.
Extreme patience and commitment to the service ethic is required in these instances.
Allocating one person dedicated solely to dealing with these people, has a lot to be said
for it, as opposed to making all staff responsible for assisting the client.

Checking cleanliness and checking tables prior to service

Cleanliness and the condition of the tables and the table items must be checked prior to
service to ensure the guests enter a proper and correctly prepared room.
Checking may involve walking around and scanning each table to ensure all is correct.
Waiting staff may be required to do this in situations where they are asked to check the
tables of other waiters rather then check their own tables, or it may be the job of the
supervisor.
Things to look out for in this process include:
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 Crumbs on chairs left from the previous session. Cleaners will clean the floor of the
room but rarely be required to clean chairs
 Lop-sided, creased, dirty or otherwise unsuitable
tablecloth
 Missing items from the cover or table – crockery,
cutlery, centre pieces, glassware, napkins, tent
cards
 Missing, damaged or unstable tables and chairs
 Incorrect covers set on a table. The covers must
reflect the number of guests for each table as
indicated on the floor plan. Where tables exist that
do not have bookings, most venues will prepare
tables to suit the size of walk-in numbers or parties that can be reasonably expected.
This means they may set up a number of tables for two, some tables for four people
and some for perhaps six or eight people
 That the actual table positions reflect the set floor plan
 Rubbish on the floor, in pot plants etc.
 Flies or insects – alive or dead, with special attention being paid to window ledges.
Establishments always want the dining area set up before the advertised service time, so
problems can be sorted out before guests arrive.

Check any furniture for stability

Tables and chairs must be checked for stability before customers arrive to ensure that
they do not pose a danger to customers, and to ensure they are not annoying when the
customers are seated at the table.
Occupational safety and health laws impose a legal requirement on premises to take care
of the welfare and safety of their customers.
The common law concept of ‘duty of care’ also requires businesses to take whatever
action is necessary to avoid causing foreseeable harm to them.

Checking furniture
Prior to service, tables and table settings must be checked not
only for proper location and cleanliness but also for:
 Safety – we need to make sure that chairs are not
compromised such that they may collapse when a
customer sits on them. We also need to check that the
chair does not pose a physical danger to the customer by
virtue of a loose part, a projecting piece of wire or
component
 Stability of chairs – so they won’t topple when used
 Stability of tables – so that customers are seated at a
table that provides a firm surface that doesn’t move or

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 rock when they lean on it.
We need to also physically check the room (entrance area, high traffic areas and the
general floor area) to ensure a safe environment. Check to make sure there is:
 No frayed carpet, and nothing for patrons or staff to trip over
 No extension cords on public access areas
 No projections into the area that could harm customers.
What must happen if a problem is detected?
If you identify a problem you must take action to address that issue.
It is not enough to simply know there is a problem – you have to do something about it.
Actions may involve:
 Notifying the supervisor
 Removing the dangerous item from use
 Adjusting the table to make it stable. This can involve adjusting the legs of the table or
placing a chock under one or more legs.

Verifying the menu prior to service

Types of menus and wine lists

Before and during service sessions, the menu and wine
lists should be checked for cleanliness and wiped clean
with a damp cloth, if necessary.
Any damaged or badly soiled menus should be removed
from service.
Dining areas usually have a single, standard wine list, with
enough copies to service every table.
However, there can be a variety of food menus, such as:

A la carte menu
A common style of menu found in the majority of full-service dining areas, its
characteristics are:
 Dishes are prepared to order
 Can offer appetisers, entrées, salads, mains, desserts and snacks
 Can offer a large selection of items within each category
 Each item is individually priced – customers pay only for what they select or eat.
Where an à la carte menu is used, waiting staff will not know what the guest is going to
select and therefore the setting is basic, focussing on only the main course knife and fork
because we can safely assume that most guests will, at least, partake in a main course.
When the guests select their food, the cover is then adjusted to reflect the menu items
they have chosen. This may mean:

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 A soup spoon is added if the guest orders a soup
 The main course knife is swapped for a steak knife where the guest orders a steak
 Fish gear is added if the guest orders a fish entrée
 The main course gear is swapped for fish gear if the guest orders a fish main course
 Dessert gear is added if the guest orders a sweet
Table d’hôte menu
This is a popular and common menu where the guest has the choice of a limited number
of dishes or courses for a set price.
The guest pays the full set price regardless of what they choose to eat.
Where a table d’hôte menu is used, the setting will reflect this style of menu. We can
safely assume that most people partaking in a table d’hôte will eat every course offered
on the menu so the set up reflects that by laying cutlery for each of the courses available.
Once again, the cover is adjusted when the order for the guest has been taken.
This may involve:
 Removing cutlery if the guest elects not to eat a certain course
 Swapping main course knife for a steak knife where the guest orders a steak
 Swapping main course gear for fish gear if the guest
orders a fish main course
 Swapping the entrée gear for a soup spoon if the guest
selects a soup as opposed to an entrée.
Buffet/smorgasbord
This menu is very popular in family style restaurants or
taverns and hotels, and is often used at functions:
 Items are all prepared in advance and placed on display for customers to view, and
make their selection
 Menu usually offers all items at the one set price, regardless of how much a person
eats. Children may be half-price
 A buffet usually offers a range of soups, cold and hot meats, salads, vegetables,
seafood, desserts, and tea and coffee. Sometimes soft drink is included
 Buffets are generally self-service, with waiting staff involved in replenishing dishes,
and clearing plates from the buffet and guests’ tables.

Contact with kitchen staff

The menu can change daily, depending on the availability
of the menu items and the chef’s choices.
It is vital for all service staff commencing a service session
to be aware of any menu variations and know what the
daily specials are.

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In addition, the kitchen may require service staff to ‘push’ certain dishes to clear them, or
because they represent an especially profitable dish.
Some specials or variations that could occur on a daily or service by service basis may
include:
 Fish of the day
 Soup of the day
 Specials of the day
 Vegetables of the day
 Dessert of the day
 Specific constraints on this individual upcoming session
When the guests are presented with the menu, they should be
informed of any changes, specials or limitations at this stage to
avoid disappointment and frustration should they order items that
are unavailable.
Changes and specials may also be written up on a board, and
brought to the guest’s attention upon seating. Chalkboards should
be kept clean and all handwriting should be neat and legible.
Lots of different menu presentation options exist, from print-based
options, through hand-written boards to electronic displays.

Conclusion
As this section shows, there are a lot of activities that need to be
conducted and checked before the first customer walks in.
It is essential that both staff and management pay close attention to
their duties and ensuring the environment is prepared in a safe,
hygienic and appealing manner.

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 Task Sheet 4.2-1
It is a requirement of this Unit that you complete Work Projects as advised by your
Trainer. You must submit documentation, suitable evidence or other relevant proof of
completion of the project to your Trainer by the agreed date.

1.1 To fulfil the requirements of this Work Project you are asked to research how to
check food service area and customer facilities for cleanliness prior to service
including:
 The range and variety of food and beverage outlets
 Procedures for cleaning and checking the restaurant area
 Steps involved in checking and cleaning customer facilities
 How to prepare and adjust the environment to ensure comfort and ambience for
customers
 Items and methods to set up any furniture
 Methods to ensure adequate customer and service personnel access
 Common food and beverage items that are displayed.
1.2. To fulfil the requirements of this Work Project you are asked to research how to
check and prepare equipment for service including:
 Coffee and tea making facilities
 Bain-maries
 Toasters
 Salt and pepper shakers
 Cutlery and Crockery
 Glassware
 Condiments, butter and lemons
 Napkins
 Waiter’s station
 Removing, cleaning or replacing items
 Reporting problems.
1.3. To fulfil the requirements of this Work Project you are asked to research how to
check cleanliness and condition of tables and all table items, prior to service and
take necessary corrective action including:
 Setting tables
 Clothing Techniques
 Dressing tables
 Table accoutrements
 Checking cleanliness and checking tables prior to service
 Verifying the menu prior to service
 Contact with kitchen staff.

Information Sheet 4.2-2

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Take and process orders

1. Provide a helpful and attentive approach to customers

This section starts to explore the activities that take place when the customer arrives at
the food and beverage establishment. Whilst the steps undertaken may differ depending
on the nature of the venue there are still some common, acceptable practices:

Greet customers on arrival

When customers arrive, it is the responsibility of the service
staff to promptly meet them with a smile and an appropriate
greeting at the door.
Remember that customers like to feel important and they
should always be treated accordingly. Besides, first
impressions count and as they say “You only get one chance to
make a first impression”.

Checking reservations
When guests arrive in your dining area, the first two steps should be:
 To greet or welcome them
 To enquire whether or not they have a reservation or booking.
Check at your workplace to see if this is Standard Operating Procedure or not.
Where guests say that they have a reservation, you should confirm this in your
reservations book, to identify the table they have been allocated on the table/floor plan.
Check with them the number of guests expected. Often there can be an extra one, and
sometimes there are one or two who will be cancellations. Where there are cancellations,
the chair and cover should be removed from the table so that the table is not
embarrassed by empty places.
Where an extra person has presented with the booking,
staff should immediately set another place and add a
chair where possible, or another table should be quickly
identified for the party. The key is to ensure that guests
do not feel, in either case, that they have done the wrong
thing, or inconvenienced staff.
When confirming the reservation, also confirm any details
that may be written against that booking – “And you’re off
to the cinema, so you’d like to be away by 8.30, is that
right?”, “And you requested a high chair, I believe?”

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Where there is a note that a birthday cake, or similar, has been arranged, this should also
be discreetly checked with the host, either at the table or elsewhere.
A visit to the table informing the host that there is a phone call at reception for them can
aid in getting them away from the table. If the guest has no reservation, check the floor
plan to see if they can be accommodated.

Be alert to the opportunity to maximise sales

For instance, by asking someone who comes in at 6:30 PM without a booking, whether
they could be finished by 7:45 PM, so that you can strip their table and re-.set it for the
8:00 PM booking.
Using a table for two seatings per session – a 50-seat restaurant can quite easily serve
70 – 80 covers per session.
There are some people who will breeze in to a restaurant, claiming they have booked
when in fact they never made one. If you have a vacancy, then this really isn’t a problem,
but where no vacancy exists, the potential for trouble exists.
All you can do is apologise profusely, and offer another session.
Your house policy may dictate some other form of additional gratuity (a discount voucher,
voucher for a free item or a free drink), but many establishments adopt the stance that
says ‘If we can’t find your booking, you didn’t make one’
If the situation looks like getting out of hand, call your supervisor or the duty manager.

The greeting on arrival

What you say by way of welcome to your guests may be determined by house policy with
certain required statements and facts to be covered, or you may simply be expected to
use your common sense and good judgement on a person by person or party by party
basis as indicated by:
 The weather. A genuine comment: “Isn’t it cold today?” can be
a great ice-breaker and help strike up a conversation
 Sporting events – “Did you watch the game today?”
 Special events – “Happy Festival Day”
 The season – “Isn’t it getting dark early these days?”
 A special in-house event – “Welcome to our Grand Winery
Tour Dinner, it will be a night to remember!”
In some establishments, guests may be able to leave their
overcoats, umbrellas or other items at the reception area. If this is
the case, ask the guests if they would like you to take their coat or assist with other items.
Greeting guests on arrival and accompanying them to their table to seat them is known in
the industry as ‘greet and seat’.

Special needs customers

Some guests may have special needs and simple observation will identify many of these.
Don’t wait to be asked if you think there is a special need. Get proactive and offer:

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 Alternative easy access to their table because of a disability
 A high chair for infants
 Warming of a bottle for babies
 Appropriate food for those with special dietary
needs as indicated in the reservations book
 Privacy for romantic couples, and business people
– to the best extent possible given other bookings
 Room on a table to spread out where business
looks as if it is going to be conducted
 A table near the door for someone with a walking stick
Sometimes special offers have been made or vouchers will be used by guests to pay for
their meal. It is a usual condition that guests notify you of this on arrival so that you know
what billing process to use, and what other services or products they are entitled to. This
could include a free glass of champagne, the set menu only, a choice of entrée and main
or main and sweets, and so on.
Extra effort must be made with guests who are using vouchers or
participating in deals. Many expect to be treated as second class and
get quite snaky when this happens. So treat them with even extra
care, respect and high quality service!
And finally, when greeting guests, it is likely that you will know their
name. They will either tell you, or you can get it from their room
number/key, or the reservation book. It is quite simply music to their
ears to hear the sound of their own name and it shows civility,
manners and an individual orientation to them as honoured guests.

Offering pre-meal services

As and when circumstances dictate, or opportunities present themselves, pre-meal
services can be offered to guests;
These services include:
 Bar service – it may be appropriate to offer guests the services of
your bar before they go to their table. Especially where the bar
has a special feature or aspect, this can be a valuable service to
offer.
 Lounge and waiting areas. Where your guests are part of a larger
party and they are the first ones to arrive, they may be pleased to
be offered the benefits of waiting in a lounge area or a special waiting area, rather
than being made to sit alone at their dining table. This saves your guests possible
embarrassment, demonstrates excellent customer service and indicates that you are
tuned in to individual needs. You can offer the customer something to read
 Valet services. These services can embrace almost anything, and are often a variation
of the concierge desk. Common services for diners include valet parking and car
retrieval, booking theatre or other tickets, arranging for taxis or limousine hire, and
even secretarial services for business people. It is not uncommon to be asked to send

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 a fax, or email if these services are offered, especially by people who are out of their
home city.
 Participation in special displays or promotions. Where the venue is conducting an in-
house competition, or survey, or other promotional activity it is wise to at least notify
your guests of what is happening

Escorting and seating customers

Greeting and seating guests

The following steps are industry acceptable standards for greeting and seating guests.
Of course, house rules should take precedence where they differ from the following.
1. Promptly acknowledge the guests and welcome them with a greeting. An example of
this may be: “Good morning, welcome to Jack’s Bar and Grill”
2. Establish if the customer has a reservation. A
number of customers don’t have a booking – they
are called ‘walk ins’. To accept a walk in, make
sure that there is a table available. If the guests do
have a reservation, check the number of guests to
determine if a table is available
3. Hats, coats, umbrellas or parcels and presents
should be taken from the customer if this is
standard house policy, or if guests request it
4. Show guests to their table, while walking at a rate that would be comfortable for the
guests to keep up with. It may be appropriate to engage them in some form of light
conversation while doing this
5. At the table, pull out one chair to signal to the guests that they are free to claim a seat
and sit. Assist guests with being seated, and pushing in chairs.
Seat ladies first with best view of restaurant.

Presenting menus and drinks lists

After the guests have been seated, various other rituals are
observed, including presentation of the food menus and the drinks
list.
An accepted sequence is:
 Lap napkins if required; from the right-hand side, remove the
napkin that has been provided as part of the setting and unfold
it. Refold it into a triangular shape and drape it across the
guest’s lap, pointed side facing away from them. Note that some
guests will prefer to place their own napkin, so be aware of the
guest’s body language at all times, and certainly don’t force this
service on anyone. A comment such as “Excuse me, sir” may be appropriate
 Ensure any special needs are taken care of such as a high chair for children
 In some establishments, the greeter or establishment host or head waiter will at this
stage return to the reception desk to seat further guests. A service staff member then
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 takes over the table to complete the next few steps, courteously introducing
themselves and engaging in some small talk, if appropriate
 Distribute menus to the guests from their right-hand side, and leave the wine list with
the host, if applicable
 Ask customers if they would like herb, garlic or plain bread, if applicable, and
according to available menu items.
The wine list is often presented after guests have decided what they want to eat, but
many establishments present the menu and the wine list together so that guests can
better match their food and wine combinations.

Provide information to customers, giving clear explanations and descriptions

Most customers will rely on you to provide them with information about the meal, the
choices available, prices, service styles and/or any waiting times that can be expected.

Providing food-related information to guests

When all the guests are seated, and the menus have been distributed, your next task is to
inform the customers of the Specials of the day and any alterations or deletions to the
menu.
Make sure you speak clearly, confidently and audibly.
When describing items, make sure you make them sound appealing by using descriptive
words like “succulent”, “delicious”, “fresh this morning”, “made fresh this afternoon”, but
also make sure you are not misleading in what you say. All descriptions must be honest
and truthful.
If you know the steak is tough, then don’t describe it as “juicy and succulent, melt in the
mouth”.
Items that may need to be covered include:
 Soup of the day
 Fish of the day
 Roast of day
 The vegetables for the session and how they are
cooked
 Any other available specials.
After these have been put on the table, you should retire from the table while guests
browse the menu and make their selection.
Keep an eye on them for cues that they are ready to order. These clues may include
menus closed or put down on the table or guests looking around and trying to catch your
eye.
Many guests will be able to work out what they want to eat, but there are usually some
who have difficulty deciding and ask the predictable question, “What do you recommend?”
When this occurs, you have four basic options:

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 Recommend what it is you like. This can be less than useful because this may not suit
them or be to their liking
 Recommend what is popular. Again they may not like this style of dish but the benefit
of this approach is that you know it is popular with a large cross-section of diners
 Recommend whatever it is that the kitchen have asked you to push. Again, this may
not suit them but will benefit the venue
 Ask some questions first to determine whether they are after a big meal or a snack
and then recommend an appropriate dish that complies with their responses.

Additional information
In some dining experiences you may also be required to provide
additional information such as:
 Recommendations regarding food and wine combinations –
this will be explained later in the manual
 Location of customer facilities within the venue – such as
telephones, toilets, car parking, the gaming room, reception
etc.
 Information about the local area – including points of interest,
tourist attractions, local facts and statistics.
Many venues, especially those where guests are also in-house
guests staying in rooms in the property, management may
require all their customer-contact staff to actively promote the
local area to guests.
The idea behind this is that if the staff can convince the guest to
see more of the local area and attractions this will increase the
likelihood that they will stay an extra day or two at the property.
This, naturally, increases revenue for the business.
In these situations it is useful to engage guests in conversation
that includes questions such as “What did you do today/What did
you see today?”
This allows you to work out what they have seen and what they
haven’t yet seen or visited. You then share the experiences they
have had, and use this knowledge to recommend they also go
and see whatever they haven’t seen yet.

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2.2 Take and record orders accurately and legibly

Customer orders need to be taken accurately.

Various formats exist for the taking and recording of
orders and these must be adhered to in accordance with
establishment or department requirements and
forwarded quickly to the kitchen or bar so that the order
can be processed.

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.

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Guidelines for taking the order
There are a number of rules you should try to follow when taking and recording an order:
 Be aware of signs given by the guests that they are ready to order. This could be
guests looking around for attention, guests who have closed their menus or guests
looking anxious
 Ensure all orders are recorded accurately and legibly. Using the appropriate
terminology and abbreviations and making sure that the
written order does not:
 Omit any important parts of the order such as how the
steak is to be cooked (see below), whether the main
course is to be entrée size or the fact that the main meal
is to be served with mash potato rather than French fries
 Confuse the person reading or having to interpret it.
There is no point requesting ‘two fish’ from the kitchen if
there are three fish dishes on the menu. Similarly, just
asking the bar for ‘a beer’ doesn’t tell them the size,
brand, style, or whether the beer is to be a packaged one
or a draught one
 Orders should be taken with minimal disruption and interruption to guests. There
needs to be sensitivity in how the table and the customers are approached so that
they don’t feel they are being pressured or their private conversations are being
listened to.
 Recommendations or suggestions are made to the
customers to assist them with drink and meal
selections. Even where you have provided assistance
when the menu or the drink list was presented, when it
comes to actually taking the order guests may still
need extra help or need you to repeat information
previously given
 Service staff should always take the guest’s order from the right. This is an industry
standard but check to see what applies where you work. This obviously can’t happen
in situations where:
 There is an obstruction – such as a wall that prevents you standing to the guest’s
right-hand side
 The guests are involved in conversation or looking at something between them
that would make it impractical, rude or otherwise difficult to take the order
 Guests should be numbered. The host of the party or table
or some other person, as identified by you as being Guest
No 1, becomes number one and the numbering is worked
clockwise around the table, allocating every person who
orders a number.

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.

Degrees of ‘doneness’ of steaks

It is important to note on the order how the guest wants their steak cooked.
Degrees of doneness are:
 Blue – steak is seared on both sides then served
 Rare – steak is served when browned on both sides, and
meat still contains blood
 Medium rare – steak has less blood than a rare steak,
though blood is still just present
 Medium to well-done – steak is cooked all the way through,
no sign of blood
 Well-done: steak is cooked very well – a little burnt on the
outside and definitely no sign of blood.

Operate the ordering system according to enterprise procedures

The ordering system in operation where you work must be used in accordance with
enterprise procedures and, where appropriate, in compliance with manufacturer’s
instructions.
Most employers will provide training on how to take orders and operate their system even
if the system is paper-based system.
Where the system is electronic, there will definitely be in-house training (unless you have
indicated you have experience with that system on your job application or at the job
interview).

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
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 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.

Date Time Table Number Server

7/5 7:30 6 6 Mary

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Qty Item Cover No.

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 Sauce 6

Points to note about this order

 The writing is clear and legible to avoid any costly mistakes
 The time allows for monitoring of service
 The inclusion of the server’s name allows the chef to know who placed the order if
issues arise and questions need to be asked
 The number at the table allows cross-referencing with the number of items ordered
 The chef can clearly read the quantities of each menu item
 Additional requirements have been noted
 Abbreviations have been used
 Guests have been numbered to immediately identify who is having which meal and
that changes to the cover may be necessary
 There is a sufficient gap separating the entrées from the main meals for the kitchen to
see clearly the break between the courses.

Appropriate software applications

There are various software applications in the workplace, many of which have been
designed and developed for the hospitality industry, with some specialising in sectors
such as accommodation and restaurants.
The sector-specific options contain many features, some
of which are brilliant, but many of which are not used.

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Without doubt, the best advice is to read the manual.
There is so much variation between this software that general statements are difficult to
make. Ask your supervisor to show you the system, explain what it does, and arrange for
some down-time training before you go ‘live’.
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.
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.

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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.

2.3 Convey orders promptly to the kitchen and/o bar

As discussed in the previous section, many orders will go directly to the kitchen or bar
through the use of a software system. Regardless of whether an electronic or manual
ordering system is used to take an order, there are many times when waiter staff will need
to speak directly to the person preparing items, normally the chef or bartender, to explain
special requests and to clarify the order.

Relaying information manually

In the event that a manual system is used, it is imperative that orders are:
 Given directly to the person responsible for its preparation
 Ensure they receive the order
 Ensure they understand the order
 Explain any special requests relating to an order – see below.

Relay information about any special requests or dietary or cultural requirements

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Where customers make special requests in relation to the dining
requirements, whether these are based on personal preference,
dietary needs or cultural requirements, it is important that these
special requests are communicated clearly to the relevant person.
The relevant person may be:
 The head waiter – to determine whether or not the special
requests can be accommodated
 The head chef – to inform them of the specifics relating to the
food order that is being placed
 The bar manager or a nominated bar attendant – to clarify the
order.

Relaying information
When delivering the order to the kitchen or bar, details about any special orders must be
passed on to the appropriate person quickly and unambiguously.
You need to bear in mind that the person you will be speaking to will have more staff than
you to deal with, you are likely to be just one of many. For this reason you have to take
the time and make the effort to get your message across correctly, first time, every time.
To achieve this you need to make sure you:
 Have got their full attention when relaying the order. The kitchen may require you to
say ‘Ordering chef’ or ‘Order in’ when placing the order
 Point out the special request on the actual docket physically locating the written
information that you have put on the docket. It is standard practice in establishments
using a manual ordering system for special requests to be circled on the docket to
highlight them
 Verbally describe what is needed – clearly and accurately. A response should be
heard from the chef after you have placed the order. If no response is heard, repeat
the order.
If possible get them to repeat it back to you to verify they have understood what is
required!
While you need to ensure that your special order is understood, you must be sensitive to
the other things that are going on. It may pay you to hold off for 30 seconds or a minute
while the kitchen person clears some meals that are ready, helps with plating a large
order, or remedies an immediate problem. Remember that team work, not individual
plays, are the key to overall service success.
The same applies at the bar. Take a moment to see if the person you want to speak to is
realistically able to listen to what you have to say. If they can’t, then wait for a minute.

What information may need to be relayed?

Information that may need to be relayed involves:
 Timing issues – informing the kitchen/bar of those who are in a hurry, or those who
want to stretch their meal out over several hours

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 Co-ordination of service – telling the bar about the food that a table has ordered so
that wines selected to accompany certain dishes can be presented, opened and
served before the food has been served. It is very annoying and disappointing for a
guest to choose a special wine to accompany their fish main course only to find that
wine is served when they are halfway through that dish
 Cultural issues – notifying the kitchen/bar of cultural
food and drink needs. Sometimes patrons expect you
to know what these needs are, but in other instances
individuals will advise you of what they want
 Dietary requirements
 Special requests – in relation to serving size, extra
serves or deletions, or a special way of cooking that is
not listed on the menu
 How steaks are to be cooked
 Entrees required as main courses – or vice versa
 Explanation of tables and their orders. For example, a table of six people where four
are having entrees, and three are having soup and two are not having soup or
entrees, what is required and when.

Dietary Considerations
It is extremely important to make sure that special requests
that relate to dietary issues receive extra attention and
care as there can be severe medical consequences if
dietary needs are not met.
These consequences, such as the possibility of
anaphylactic shock, increased blood sugar levels (and
other reactions that diners may have to various foods or
substances) can result in the property being sued.
Remember that all properties have a common law duty of care towards their patrons and
this obligation definitely extends to situations where customers have asked for a certain
meal or food and are served something that does not comply with their stated requests
and this then results in injury to those persons.
The keys in relation to this situation are:
 Always check with management or the kitchen to determine whether or not a specific
stated dietary request can be accommodated or not
 Make doubly sure that those preparing the dish know the specific dietary requirements
that have been requested
 Never assume that the kitchen can accommodate dietary needs of patrons even if you
have accommodated similar requests in the past
 Double check with the kitchen when you pick up a dish for service to the table. Ask
them if they have prepared the food as requested and obtain positive confirmation
before taking the dish to the table

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 Ensure appropriate emergency procedures are in place to manage situations where
customers are adversely affected by foodstuffs while on the premises. These
procedures may be included in the Emergency Management Plan for the premises.

Types of special dietary needs

 Vegetarian requests. This is probably the most common
dietary-related request
 Lacto-ova vegetarians/Ova-lacto vegetarians. These are the
majority of ‘vegetarians’. They eat dairy products and eggs
but not meat of any kind including red and white meat, poultry
or fish
 Lacto-vegetarians. They don’t eat meat, poultry or fish. They
don’t eat eggs but they eat dairy products
 Pescatarians. These are people who don’t eat meat, poultry
or animal flesh but do eat fish
 Vegan. This definition is open to various interpretations 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 or be harmful to the
human body)
 Requests for low-salt meals
 Requests for low-sugar or no sugar meals for diabetics
 Requests for lactose-reduced milk for those who are lactose intolerant
 Requests for gluten-free food from patrons who have celiac disease
 Requests for a macrobiotic diet. For those who are especially health-focussed they
will request unprocessed vegan foods, no oil and no sugar.
Regardless of the request, the accuracy of recording and delivering customer meal
requests is a key element of a successful dining experience for the customer.

2. Give customers advice on product selections, if required

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.

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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
 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:
 Apologise 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
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 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.

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.

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 Task Sheet 4.2-2

It is a requirement of this Unit that you complete Work Projects as advised by your
Trainer. You must submit documentation, suitable evidence or other relevant proof of
completion of the project to your Trainer by the agreed date.

2.1 To fulfil the requirements of this Work Project you are asked to research how to
provide a helpful and attentive approach to customers including:

 Methods to greet customers on arrival

 Range of pre-meal services that can be offered
 Steps associated with escorting and seating customers
 Provide information to customers, giving clear explanations and descriptions.

2.2. Research how to take and record orders accurately and legibly including:

 Procedures when taking orders

 Information and activities associated with operating the ordering system
according to enterprise procedures.

2.3. Research how to convey orders promptly to the kitchen and/or bar including:

 Relaying information manually

 Relay information about any special requests, dietary or cultural requirements
 Common types of dietary considerations and how to cater to these.

2.4. Research how to give customers advice on product selections including:

 Answering common customer questions on menu items

 How to make recommendations and optimising sales.

Performance Checklists for

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 Task Sheet 4.2-2

Provide a helpful and attentive approach to customers:

 Greet customers on arrival
 Offering pre-meal services
 Escorting and seating customers
 Provide information to customers, giving clear explanations and descriptions.
Take and record orders accurately and legibly:
 Taking orders
 Operate the ordering system according to enterprise procedures.
Convey orders promptly to the kitchen and/or bar:
 Relaying information manually
 Relay information about any special requests or dietary or cultural requirements
 Dietary Considerations.
Give customers advice on product selections, if required:
 Answer customer questions on menu items
Make recommendations and optimise sales.

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 Learning Outcome # 3 Perform Banquet or Catering
Food Services

CONTENT:

1. Different Food service styles

2. General service principles
3. Sequence of service
4. Handling guests with special needs
5. Wine knowledge and service
6. Banquet service
7. Food safety principles

ASSESSMENT CRITERIA:

1. Serviceware are prepared and checked for completeness ahead of time.

2. Tables and chairs are set up in accordance with the event requirements.
3. Food is served according to general service principles.
4. Food is handled based on food safety procedures.
5. Coordinated service of meal courses is ensured.
6. Assigned areas are kept clean in accordance with enterprise procedures.
7. Tables are cleared and soiled dishes prepared to be brought for dishwashing after the event
or function,
8. Number of guests being served is noted and monitored.

CONDITIONS:

Student/ trainee must be provided with the following:

 Never reach in front of the guest when serving another.

 Do not place dirty, chipped, cracked tableware before the guest.
 Handle flatware/cutleries and glassware properly
 Glasses should never be filled too full.
 Glasses are handled by the base or the stem.
 Crumb table when necessary.

METHODOLOGY ASSESSMENT METHOD:

 Modular (self-paced)  Interview (oral/ questionnaire)
 Electronic learning  Observation
 Industry Immersion  Demonstration of Practical Skills
 Film viewing  Written examination
 Demonstration
 Discussion

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 Learning Experiences / Activities

Learning Outcome # 3

Perform banquet or catering food service

Learning Activities Special Instructions

This Learning Outcome deals with the development

of the Institutional Competency Evaluation Tool
which trainers use in evaluating their trainees after
finishing a competency of the qualification.

Go through the learning activities outlined for you on

the left column to gain the necessary information or
knowledge before doing the tasks to practice on
performing the requirements of the evaluation tool.

The output of this LO is a complete Institutional

Competency Evaluation Package for one
Competency of Food and Beverage Services NCII.
Your output shall serve as one of your portfolio for
your Institutional Competency Evaluation for
Provide food and beverage services to guests.

Feel free to show your outputs to your trainer as you

accomplish them for guidance and evaluation.

This Learning Outcome deals with the development

of the Institutional Competency Evaluation Tool
which trainers use in evaluating their trainees after
finishing a competency of the qualification.

Go through the learning activities outlined for you on

the left column to gain the necessary information or
knowledge before doing the tasks to practice on
performing the requirements of the evaluation tool.

After doing all the activities for this LO3: Perform

banquet or catering food service; you are ready
to proceed to the next LO4: Serve Beverage
orders.

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 Information Sheet 4.3-1

Prepare and pack take away food and beverages

1. Present and pack food and beverage items in accordance with

enterprise procedures and relevant health regulations

‘Take away’ service in simple terms is food and beverage that has
been prepared for customers that will be transported to an outside
location for consumption.
With this in mind, it is different to eat-in customers, as it poses
some new challenges that must be successfully negotiated by
outlet staff including:
 Food and beverage is prepared in its desired state
 Food and beverage can be transported to another location
easily
 Food and beverage can maintain its quality during
transportation, within a suitable time frame
 Customers have all the necessary items required to enjoy the meal.
Another challenge in preparing and providing for ‘take away’ service is that this style of service
incorporates high volume sales which must be performed in a quick and efficient manner.
Therefore preparation must be carefully explored, with all food and beverage and their
accompanying items necessary for consumption, in a ready state and easily accessible for
distribution.

Maintain food safety and quality of pre-prepared foods

Monitor temperatures of food in hot food displays
Hot food is a key element of any take away service. In most take away outlets, hot food is pre-
prepared and placed in food displays or is cooked to order from scratch from a par-cooked
state, usually requiring minimal cooking.
It is different from a la carte service, where food is taken to the customer immediately upon
cooking. In ‘take away’ service there is a time lag between when the food or beverage is
prepared and when it is presented, and ultimately consumed by the customer.
If food or beverage is pre-prepared and placed in a display area, besides maintaining
consistency and quality, maintaining temperature is essential.

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Hot food and beverage ideally should be retained outside the Temperature Danger Zone. This
means that food and beverage must be kept at about 60 degrees celcius.
This can be achieved through the use of:
 Hot boxes
 Bain maries
 Pots and pans
 Heat lamps
 Hot plates
 Steamers
 Heated display ovens.
In addition the food or beverage container can be used to
maintain heat. This could include the use of boxes, concealed
cups and containers, foil or plastic wraps, or bags.
It is important to ensure that not only the outside of the food
or beverage item is hot, but that the temperature has been
retained throughout the item. This can be achieved through
the use of temperature reading gauges and thermometers.

Monitor temperatures of food in cold food displays

Like hot food and beverage, one key requirement of storing cold food and beverage items is to
ensure that cold food ideally should be retained outside the Temperature Danger Zone. This
means that food and beverage must be kept below 5
degrees celsius.
This can be achieved through the use of:
 Fridges
 Freezers
 Ice and dry ice.
Again it is important to ensure the area the food and the food or beverage items are kept in
remains below 5 degrees. Again the use of temperature reading gauges and thermometers
are advisable.

Protect displayed food from airborne and other contamination

Whilst prepared food and beverage is awaiting sale in display areas, there is an ever
increasing risk of contamination with food maintained within the Temperature Danger Zone at
most risk.
There are many ways to reduce the risk of contamination
including:
 Keeping items in their correct temperatures
 Keeping items displayed for minimal time periods
 Keeping items in closed vessels
 Keeping items in closed display areas
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In addition the use of safe and hygienic practices by staff will help maintain food and beverage
items in their desired state.

Display items attractively

The primary concept of ‘take away’ service, and that of
any food and beverage outlet, is to attract customers and
to make a sale.
Therefore it is important to present items in a manner that
will visually entice the customer, provide all the desired
information to make an informed decision and to finally
ensure a sale.

Visually enticing the customer

Nothing entices the customer more that seeing the final product. Where possible allow the
customer to see the end product on display.
When this is not possible, the use of posters, pictures, descriptions
or an ‘artificial’ display can provide the potential customer with an
accurate depiction of what is on offer.
The use of displays and signs can also appeal to the customer.
Special promotions and easily priced items can help customers
decide the value aspect of a potential purchase.
Smells and aromas can also appeal to the customer. Some outlets
keep access open to allow smells to travel further distances. In
addition music and temperature of the outlet can appeal to the
customer.

Providing accurate information

It is important that customers are made aware of all the information relating to an item. This
could include the identification of:
 Cost, promotions or sales information
 Weight or size
 Ingredients
 Preparation method
 Health information including calorie or cookery methods
 Allergy warnings
 Spice content.

Placement of items
Most outlets place high profit margin or highly popular items
in an area that has the greatest visual impact. This helps to
entice customers to the outlet or display.

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In addition, place items in a logical order to help facilitate a timely transaction and experience.
Place appropriate containers and accompanying items close to the item for sale. The display
of items should be arranged to ensure a smooth and efficient travel path for customers.

Use appropriate food wrapping and packaging materials

Food wrappings and packaging materials are used to safely
maintain and transport take away food, beverage and their
accompanying items and may include:
 Plastic, paper, waxed paper or foil wrappings
 Plastic, cardboard or foam food containers
 Foam, plastic or wax paper beverage vessels
 Beverage vessel lids
 Cardboard carrying containers
 Plastic cutlery
 Napkins
 Toothpicks
 Pre-packaged condiments
 Condiment containers
 Straws.
It is important to keep food and beverage items themselves
clear of potential hygiene risks and it is also important that food
wrappings, containers and packaging materials are kept in a
hygienic environment.

Select appropriate wrapping and packaging materials for orders to be processed

When wrapping and packaging food and beverage items, it is important to keep in mind that
items must be stored in a manner that maintains the quality and temperature of the item
purchased by the customer.
Please refer to outlet and organization guidelines for using and packaging food and beverage
items.

Apply appropriate stock rotation practices when replenishing displays

When replenishing items it is important to ensure that the items that have been on display and
prepared earlier are kept in an area for first sale.
Therefore rotating stock is essential to maintain consistency and freshness of all items on
display.
Some organizations will have an identification marker or sign to help identify the time items
have been prepared.

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 2. Apply safe food handling practices in accordance with enterprise
procedures and relevant health regulations

Most ‘take away’ outlets are self service in style, with the extent varying for different outlets.
In general, food items are prepared in advance by the kitchen or service staff and displayed in
appropriate display units where customers can select from, with payment to be made once the
customer has selected all their items.
This service style is favored by many take away operations as it requires less staff to operate,
customers have greater choice and the eating experience is kept to a minimum.
The type of food provided is normally cheaper in cost, bulk prepared and they are high profit
margin items.
The attention to detail in managing a self service outlet may differ in its preparation and
attention from a traditional a la carte restaurant, however the principles of providing an
enjoyable eating experience comprising value and quality offerings delivered in a clean and
hygienic environment by friendly and professional staff remains the same.
The following are steps an attendant must follow when maintaining a clean and hygienic
environment in this high volume traffic area:

Verify sneeze guards are in place and clean

Before any food is placed in a display area, whether it is a
fridge, table, buffet or hot food display it is vital the surfaces
in the area are clean.
As self-service implies that customers help themselves to
items, there is minimal separation between customer and
food and the hygienic risks they bring with them.
Sneeze guards are designed to stop germs, dust and other
hygienic risks from falling on the food. However they must
also be clean to enable customers to see the food.

Place service utensils on food display

Service utensils must be placed with a suitable
underplate to prevent spills and drips directly onto food
display areas. Separate utensils must be selected for
each individual food item to prevent cross-contamination
and must be suitable for the dish and how it is displayed.
Careful consideration must be made to the composition
of service utensils. Whilst metallic utensils are more
aesthetically appealing, they can be dangerous when
used near electrical points and equipment such as toasters, especially when handled by
children.

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Position safe food handling posters and signs in public view
To help prevent safety and hygienic risks it is wise for organizations and staff to have signs
appropriately placed to help remind customers and staff of the importance of maintaining safe
hygienic practices.

Protect food from contamination

As food is displayed in a food and beverage outlet, it is not only
a requirement that food appears fresh and appealing but that it
actually is fresh and free from contamination.
To help keep food free from contamination there are some
simple steps to follow:
 Keep food in its correct temperature zone
 If food is to be kept in the ‘Food Temperature Danger Zone’
which is between 5-60 degrees celsius, it must be covered
or replaced on a regular basis.
It is advisable to prepare smaller amounts of food that can be
replenished on a frequent basis.

Monitor the activities of customers at the display

Since hygiene and safety are not the primary concern of customers, they will partake in
activities that may affect the quality and safety of the food and themselves.
By keeping a close eye on the display area or taking responsibility for issuing certain food
items we can easily identify and rectify potential problems in a timely manner.
As a staff member, any time that you pass a food display or buffet area have a detailed look to
see if items need replacing, serviceware needs changing or cleaning duties need to be
performed.
By keeping a close eye of activities, it also prevents problems that may occur such as theft.

3. Dispose of soiled products in accordance with enterprise procedures

and relevant health regulations

Introduction
As identified in previous sections the importance of hygienic handling of food and beverage is
essential to ensure that all products are maintained in a condition that is safe for human
consumption.
To date, we have focused on how to keep food and beverage safe for consumption, but it is
important to also manage practices which can lead to food becoming contaminated or spoilt.

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Discard contaminated food and/or service utensils

Discarding contaminated food

As a general rule, any food that is left in the Temperate Danger Zone should be replaced after
30 minutes. However this may need to be done sooner for a number of reasons:
 Food appears to be spoilt, unappealing or has physically deteriorated from its desired state
 This could include:
 Food that has dried out or developed a crust
 Food that has sweated or thawed
 Food that has changed color of consistency
 Food items have been compromised due to hygiene risks, by
staff, customers or the environment.
 This could include:
– Customers have touched, sneezed or coughed directly
onto food
– Customers have tasted food
– Food has dropped on the floor
– Food items have been mixed together at the buffet or display table.

Discarding contaminated service utensils

Hygiene and safety risks are not only caused by food itself, but can be tainted by service
utensils that come in contact with food. It is important to change service utensils that:
 Have been dropped on the floor
 Have been used to serve more than 1 food item
 Have dried food items on its surface
 Have been used as a tasting spoon by customers
 Appear unhygienic
 Have been used for longer than 30 minutes.
In general, as a staff member if you have any concerns about the safety of food or service
utensils being offered to the customer, it is better to be safe and remove it from a display area
or buffet.

Replenish food and other items on display as required

Replenish food
A buffet or display is designed to not only provide an accurate and appealing visual of menu
items, it is also a means of providing food to customers.
The aim of any buffet or display area is to present the food in its most desirable state in the
right quality.

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As a staff member you can gauge, through constant
monitoring, if the quality standards or quantity amounts are
appropriate for the service period.
Communication between the kitchen and front of house area
is vital as, depending on the layout of a food outlet, some
kitchen staff are not able to view the buffet or food display
area on a constant basis and rely on service staff for
information.
If certain items are running low or need changing, notify the
appropriate kitchen staff member in advance so that
customers are not kept waiting.

Replenish other items

Depending on the designation of duties, other items that affect a buffet or display area need to
be replenished on a regular basis. This may include:
 Service utensils
 Crockery including plates, bowls and side plates
 Cutlery including knives, forks and spoons
 Glassware or containers for beverages
 Napkins
 Service trays
 Condiments including sauces, salt and pepper, sugar and milks.

4. Comply with correct food handling and food safety procedures

Every food and beverage outlet will have their own policies and procedures in relation to
handling food in a safe and hygienic manner.
Many of these policies and procedures are based on local laws and regulations.
It is important that all trainers, trainees and any persons working with food understand
the local laws and regulations that apply in their country and region.

Legal requirements
Regardless of the content, all food legislation, food safety plans or programs and food
standard requirements must be adhered to.
Whilst these may differ, commonly you will be required to ensure that:
 All personal hygiene practices are followed when handling food at any time
 Display units must be kept clean and cleaned after every service session
 Food items are not topped-up when they run low. For example, in a bain-marie fresh stock
should not be mixed with existing food in the display. Where replenishment is required, the

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 old tray and any food in it should be removed, and a new, clean tray with fresh food should
be added to the display unit
 Display units are used only to hold cold or hot food at the required temperatures. Bain-
maries and pie warmers, for example, should be turned on half an hour before service and
allowed time to reach their required temperatures, and then pre-chilled or pre-heated food
should be placed into the unit. Bain maries and pie warmers are not heating devices; they
are holding devices
 Hot food should be held at 60ºC or above
 Refrigerated foods should be held at 5ºC or below
 Any food that is not held outside the Temperature Danger Zone must only spend 4 hours
in that Zone. It must be thrown out when it has been in the Temperature Danger Zone for 4
hours
 Separate utensils (tongs, spatulas, spoons, forks etc.) should be used to handle different
foods in the display
 Any doors on the display units must be kept closed to help keep the correct temperature,
and to keep flies and other airborne contamination out.

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 Tash Sheet 4.3-1
It is a requirement of this Unit that you complete Work Projects as advised by your Trainer.
You must submit documentation, suitable evidence or other relevant proof of completion of the
project to your Trainer by the agreed date.

3.1 To fulfil the requirements of this Work Project you are asked to research how to present
and pack food and beverage items in accordance with enterprise procedures and
relevant health regulations including:

 Maintain food safety and quality of pre-prepared foods

 Attractively display items
 Use appropriate food wrapping and packaging materials
 Apply appropriate stock rotation practices when replenishing displays.

3.2. Research how to apply safe food handling practices in accordance with enterprise
procedures and relevant health regulations including:

 Types of sneeze guards that can be used

 Types of service utensils on food display
 How to position safe food handling posters and signs in public view
 Ways to protect food from contamination
 How to monitor the activities of customers at the display.

3.3. Research how to dispose of spoiled products in accordance with enterprise procedures
and relevant health regulations including:

 Discard contaminated food and/or service utensils

 Replenish food and other items on display as required.

3.4. Research how to comply with correct food handling and food safety procedures
including:

 Understanding of local legal requirements, laws and regulations.

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 Performance Checklist for
Task Sheet 4.3-1
Present and pack food and beverage items in accordance with enterprise procedures and
relevant health regulations:
 Maintain food safety and quality of pre-prepared foods
 Display items attractively
 Use appropriate food wrapping and packaging materials
 Apply appropriate stock rotation practices when replenishing displays.
Apply safe food handling practices in accordance with enterprise procedures and relevant
health regulations:
 Verify sneeze guards are in place and clean
 Place service utensils on food display
 Position safe food handling posters and signs in public view
 Protect food from contamination
 Monitor the activities of customers at the display.
Dispose of spoiled products in accordance with enterprise procedures and relevant health
regulations:
 Discard contaminated food and/or service utensils
 Replenish food and other items on display as required.
Comply with correct food handling and food safety procedures:
Legal requirements.

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 Learning Outcome # 4 Serve Beverages Orders

CONTENT:

1. Different Food service styles

2. General service principles
3. Sequence of service
4. Handling guests with special needs
5. Wine knowledge and service
6. Banquet service
7. Food safety principles

ASSESSMENT CRITERIA:

1. Beverage orders are picked up promptly from the bar.

2. Beverage orders are checked for presentation and appropriate garnishes.
3. Beverages are served at appropriate times during meal.
4. Beverages are served efficiently according to established standards of service.
5. Beverages are served at the right temperature.
6. For full bottle wine orders, wine is opened efficiently with minimal disturbance to the other
guests.
7. Wine service is carried out in accordance with establishment procedures.
8. Coffee and/or tea service is carried out in accordance with establishment procedure.

CONDITIONS:

Student/ trainee must be provided with the following:

Beverages Wine service

 Alcoholic beverages  Presenting the wine.
 Non-Alcoholic beverages( e.g. juices,  Opening wine
sodas, coffee, tea)  Pouring wine

METHODOLOGY ASSESSMENT METHOD:

 Modular (self-paced)  Interview (oral/ questionnaire)
 Electronic learning  Observation
 Industry Immersion  Demonstration of Practical Skills
 Film viewing  Written examination
 Demonstration
 Discussion

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 Learning Experiences / Activities

Learning Outcome # 4

Serve Beverage Orders

Learning Activities Special Instructions

This Learning Outcome deals with the development

of the Institutional Competency Evaluation Tool
which trainers use in evaluating their trainees after
finishing a competency of the qualification.

Go through the learning activities outlined for you on

the left column to gain the necessary information or
knowledge before doing the tasks to practice on
performing the requirements of the evaluation tool.

The output of this LO is a complete Institutional

Competency Evaluation Package for one
Competency of Food and Beverage Services NCII.
Your output shall serve as one of your portfolio for
your Institutional Competency Evaluation for
Provide food and beverage services to guests.

Feel free to show your outputs to your trainer as you

accomplish them for guidance and evaluation.

This Learning Outcome deals with the development

of the Institutional Competency Evaluation Tool
which trainers use in evaluating their trainees after
finishing a competency of the qualification.

Go through the learning activities outlined for you on

the left column to gain the necessary information or
knowledge before doing the tasks to practice on
performing the requirements of the evaluation tool.

After doing all the activities for this LO4: Serve

Beverage Orders; you are ready to proceed to the
next LO5: Process payments and receipts.

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 Information Sheet 4.4-1

Provide table service

1. Receive customer orders
In section 2 of this manual, the steps associated with a common ‘dine in’ service cycle were
explained up to and including the point where the order has been given to the respective
person who will prepare the food or beverage items.
Naturally the processes of preparing food and beverage items are too detailed to include in
this manual as they are responsibilities often performed by specialist chefs or bar staff.
This section will continue to follow the logical steps performed by service staff after the order
has been lodged.

Provide glassware, service ware and cutlery suitable for menu

choice
Throughout a meal there can be a need to provide guests with certain items of glassware and
service wear depending on the dishes and drinks they have ordered.
There is also a need to adjust the cutlery that has been set as part of the cover where their
orders necessitate this being done.

Providing glassware
Most table set ups will include standard wine glasses, with many establishments also setting
water glasses.
Where the guests order certain drinks and the correct glassware is not already set this will
require you to:
 Remove the glassware that is not needed
 Replace it with the appropriate glasses.
It is standard industry practice that all glasses be removed
from a table, and carried to a table, on a tray. Glasses
should be removed and set/re-set from the guest’s right-
hand side.
Practical examples of the need to adjust glasses may include:
 Removing all wine glasses where guests elect not to order any bottles of wine
 Removing the white wine glass that was set and replacing it with a (larger) red wine glass
if the guest orders red wine
 Adding a red wine glass if only a white wine glass was set and the table has ordered both
red and white wine
 Removing the set glasses and replacing them with champagne flutes where a sparkling
wine is ordered.Providing service wear

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Depending on the dishes ordered and the style of service being used, there can be a need to
provide various items of service wear to individual tables.
Service wear may need to be provided as follows:
 Where the service style presents, for example, the
vegetables to the entire table, as opposed to plating
vegetables onto individual guest plates in the
kitchen, there will be a need to use service platters
 Where customers order sauces/gravy there may be
a need to provide sauce boats
 Where the guest has brought in their own cake or
arranged for the venue to supply one, there may be a need to use a cake stand
 Where guests order snails there will be a need to provide snail forks and tongs
 Where guests order lobster there may be a need to provide lobster picks and crackers
 Where a soup is served to the entire table, a soup tureen may be required.
 Where venues use silver service, semi-silver service or gueridon styles of delivery there
will be an increased need to provide additional service wear.

Adjusting the cover

After the order has been taken and a copy transferred to the kitchen, either manually or
electronically, the service staff will have to make any necessary changes to the cover to reflect
the dishes that diners have ordered.
Always remember that cutlery should be carried to and from the table on a clothed service
plate. Cutlery may only be carried in the hand if it is an establishment requirement.
It is a requirement that all covers are adjusted before any menu items are delivered to the
table. Note however that some establishments require that dessert cutlery is only adjusted
after the guests have completed their main course, and some establishments have a standard
requirement that covers are not adjusted at all. If the guest doesn’t order a certain course, the
cutlery stays on the cover until the table is cleared.
Your copy of the order for the table provides the basis for determining what needs to be
adjusted for each diner.
Adjusting the cover may mean you have to:
 Remove cutlery for courses that have not been ordered
 Exchange cutlery where necessary – such as
swapping the main course knife for a steak knife where
steak has been ordered and swapping the main course
gear for fish gear where fish has been ordered
 Add cutlery for dishes that have been ordered where no suitable cutlery has been set. For
example, if the cover did not include a soup spoon and the guest ordered soup, there
would be a need to adjust the cover by adding a soup spoon.

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Process for adjusting covers
The process requires you to:
 Identify what needs to be removed from each cover
 Identify what needs to be added to each cover
 Obtain the necessary cutlery which should be stored in your waiter’s station
 Load them onto a clothed service plate ready for carrying to the table
 Carry the clothed plate with all the required cutlery to the table
 On arrival at the table, begin adjusting the cutlery by starting at the Number One guest,
working clockwise around the table. Change the knife first, then the fork, and don’t forget
to place the cutlery down on the table so that it is parallel with all others
 The knives should be removed or replaced from the right-hand side of the guest, and the
forks from their left-hand side. Never place cutlery by leaning across in front of a guest
 Always handle cutlery by the handles.

2. Check product and/or brand preferences with customer in a courteous

manner

As part of the ordering process, customers will

identify which item they desire, be it a food or
beverage item.
Quite often, it may be up to the waiter to help explain
or recommend what is available. This will be explored
in more detail in the next section.
Most food items will be specifically identified on a
menu, however many people will order a drink without
refering to a menu.
Therefore the focus on this section will be based around clarifying beverage orders.
At times customers will indicate a specific drink in a generic manner. For example, they may
ask for a ‘gin and tonic’ without specifying a particular brand.
As can be seen in this picture, there is a wide selection of gin products.
There are many different products and brands available, with more coming on to the market
seemingly everyday.
It makes good sense and excellent customer service, to check with the guest regarding their
preference.

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Personal preference
Some people are devoted to a certain brand and simply won’t drink anything else. Examples
may be Jim Beam bourbon, Gordon’s gin and a diverse range of Scotches.
Some people consider the price and are happy to drink a cheaper, domestic brand if one is
available. They will appreciate your pointing this out to them.

Pour and call brands

Behind the bar, most venues stock a ‘pour’ brand, as well as several ‘call’ brands. You must
know what these are in order to answer customer questions, and to provide the drink that
satisfies their identified need and preference.
A ‘pour’ brand, sometimes referred to as a ‘house’
brand, is the brand of beverage that will be poured if
someone doesn’t specify a brand name.
If the customer simply asks for a ‘Scotch’, then they
haven’t indicated a preference for one particular
brand, so it doesn’t matter what brand you pour them
just so long as it is Scotch. In these cases the ‘pour
brand’ will be supplied.
Usually pour brands are cheaper alternatives to recognised national brands, but sometimes
they are the better known, better quality, premium national brands.
A ‘call’ brand is the brand ’called out’ by the customer.
Instead of just asking for a Scotch, the customer would ask for a
specific brand, perhaps a ‘Dewars’ or ‘Chivas Regal’. Most bars
will stock a range of call brands, but no bar can stock them all.
You need to become familiar with the ones you stock so that you
can accept an order straightaway, or inform the customer that you
don’t stock their preferred brand.
Always be alert to the possibility to upsell the customer to a more
expensive brand.
Where you don’t have the call brand that the customer asks for
you should:
 Apologise for not having the brand asked for
 Offer an alternative.

This will be explained in more detail in the next section.

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 3. Provide clear and helpful recommendations or information to
customers on selection of food or drinks, if required

As has been mentioned earlier, waiting staff may be required to assist guests in making their
selection from either the menu or the drinks list.
Lots of customers or guests come to the room, bar or venue knowing exactly what they want
to eat or drink. Perhaps they have eaten at your dining room before and want to experience
the same dish again that they had last time, or perhaps they have a standard meal or drink
that they always have when they dine out.
This section should be read in conjunction with all other notes regarding the provision of
information to customers or guests.

Recommending Food
As mentioned previously, options include:
 Recommending what it is you like – this may not suit them or be to their liking
 Recommending what is popular – they may not like this style of dish
 Recommending whatever it is that the kitchen have asked you to push – again, this may
not suit them
 Asking some questions first to determine whether they are after a big meal or a snack,
whether they like chicken, meat or pasta or whether they prefer plain food or dishes with
sauces and added flavour and then recommend an appropriate dish.
Keys in making recommendations are:
 Ensuring information is honest and truthful
 Ensuring customers/guests do not get the impression you are
rushing your delivery of this information
 Ensuring guests don’t feel they are imposing on you by asking
these questions
 Giving customers/guests time to make their decision without
appearing to put pressure on them to ‘make up their mind’
 Providing extra information as required. There can be many
times when the information you give to customers in the first instance is insufficient for
their needs. For example, you may have described the ingredients of the dish and
described how delicious it is but the guest may want to know about cooking style,
preparation/cooking time or serve size
 Tailoring your information to suit the person you are talking to. The way you present
information to young and old may vary in terms of the speed you deliver the information,
the words you use and the comparisons you make with other products.

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Recommending Beverages
In relation to drinks, advice or recommendations may be needed when:
 Customers are unsure about exactly what they would like.
Sometimes regular customers come in and they are just bored
with their normal drink, and want something a bit different
perhaps just for that session
 The drink or brand they have ordered is unavailable. After
apologising you must be able to recommend an intelligent
alternative for them
 It’s a special occasion – maybe they’ve just won a promotion,
had a baby or are celebrating a birthday
 You have a new product in stock. Let the customers know. Tell
them what it’s like, what it goes with, how much it costs, how
strong it is, and so on. Perhaps the boss will let you give away a
few free samples
 The customer is feeling off colour or a bit low. You may want to
suggest some refreshing style of drink, or a non-alcoholic
alternative to their usual
 They are dining. While a detailed knowledge of wine falls outside
this unit, a very basic rule of thumb that continues to apply today
as it did decades ago is “White meat – white wine, red meat –
red wine”. Nonetheless, many, many people drink a nice white
(say, a Chardonnay) with a steak
 They don’t want to drink alcohol, or when they need to limit their alcohol intake. You have
both a moral and very much a legal duty to assist patrons who don’t want alcohol, or want
a little. Be prepared to offer fruit juices, waters, mocktails (non-alcoholic cocktails), alcohol-
free wine and aerated waters.
When advising customers, it is useful if you can give them information about:
 Taste, colour and aroma
 Whether it is imported or domestic
 How it may be consumed – describing options
available to enjoy the product
 The alcoholic strength
 Any special points about it – things like the worm in
certain tequilas, a special advertising campaign or
competitions that may be running if people buy it.

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Food and Wine Combinations
There may be times when you are asked to recommend a wine to go with a meal.
Some basic suggestions include:

Food Wine

Seafood Semillon, sauvignon blanc, Riesling

Game Cabernet sauvignon, shiraz, chardonnay,

semillon

Red meat Cabernet merlot, cabernet sauvignon, shiraz,

malbec

Poultry Chardonnay, chenin blanc, Verdelho

Salads Chenin blanc, verdelho, chardonnay, Riesling

Antipasto Chardonnay, rosé

Pasta Chardonnay, Riesling, shiraz

Cheese platters Cabernet merlot

Desserts Dessert wines

You should also be sufficiently familiar with the wines on the drink list to make intelligent
recommendations to compliment the food.
It is very useful to have winery representatives do a tasting of all wines on the wine list with
staff, and to develop a written list (kept on display for staff behind the bar) of what wines to
recommend with what menu items.
When complementing food with wine, try to select wines that will
harmonise well with the dishes and their ingredients. General
guidelines are:
 Whites with fish, chicken, veal and pork
 Reds with dark meat
 Reds with cheese
 Delicate wines with delicate food
 Full-bodied wines with full-bodied food
 Sweet wines with sweet food
 Sparkling wine can generally go with anything and with any
course.

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 4. Serve food and drink according to enterprise requirements and
personal hygiene standards

When food and beverage items have been prepared they must be delivered to the customer.
This section will focus on the steps associated with collecting and delivering items to the table,
ensuring the customer is happy with the selection.

Collecting food and beverage selections

The need to collect ordered items from the kitchen or bar as soon as they are ready for
service cannot be stressed too strongly.
Prompt collection of food and drinks enhances customer service in two primary ways:
 It reduces guest waiting time. Most customers prefer to receive their food and beverages
as soon as possible consistent with not being rushed or pressured
 It gets the product to the guest in the best possible condition – neither menu items nor
drinks improve while they stand waiting to be served.

Beverages
Traditionally a drink is the first thing to be served to the guests.
Your standard practice must be to get the first drink in front of the guests as soon as possible.
This helps them settle in, and lets them know they are actually being served.
Do not simply give the order to the bar and then wander off to do something else for 10
minutes. By all means go and do something else, but only do something that will take 1 or 2
minutes at most.
When picking up the drinks to put on the tray to take to the table, make sure:
 They are what was ordered – check correct wines (vintage, brand, grape varieties), no ice
where requested, long glass where ordered etc.
 Correct number have been supplied in terms of actual
drinks, and empty glasses for wine
 They are suitably presented
 The correct glassware is used
 Garnishes are appropriate
 Glasses aren’t overflowing such that they will drip down
the front of guests’ clothes when being consumed
 Where the drinks are not as required, you should politely
point this out to the bar person who prepared the drinks and make sure the issues are
rectified before taking the drinks to the table.

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Food
The two service areas – cold larder and hot section – must be attended and monitored at all
times to ensure prompt pick up of food.
If food is not picked up promptly the following may apply:
 Hot food could go cold and spoil
 Cold food could lose its chill factor
 Risk of food contamination increases
 Customers have an unnecessary wait
 Room to place down newly prepared items becomes
restricted.
Before any food is taken out to the table it must be checked in the same way that drinks are
checked prior to be taken and served.
Checks should include:
 Checking that the right meal has been prepared and any requested preferences have
been accommodated. Dishes must reflect the order that was taken at table and given to
the kitchen
 Checking the plate to make sure there are no marks, spills or drips. Advise the chef and
ask for the plate to be cleaned where these are
identified
 Checking the quality of the item
 Checking with the chef to identify how a particular
item has been cooked. Which is the medium steak
and which is the medium rare?
 Checking if special condiments need to go with the
order
 Checking to make sure there is uniformity between dishes. If three people on a table are
having the same menu item then all three plates should look the same
 Ensuring correct temperature of the dish. Hot dishes should be hot, and cold dishes must
be cold.

Delivering items to the table

Loading a drinks tray
Regardless of whether you are left or right-handed, trays should be carried in the left hand,
and the drinks served from it with the right hand.
Some premises allow left-handed people to reverse this but many do not because when left-
handed people pour a bottle using their left-hand, the left-hand will cover the label of the
bottle.
Trays should not be held by their rim and they should not be held with two hands; your left
hand should be held under the tray.

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When loading the tray, secure the tray on your left hand. Your hand should be flat and your
fingers should be spread out with only the tips of your fingers raised to support the base of the
tray.
Load the tray so that:
 The tallest glasses are nearest to your body
 The heaviest glasses are in the centre of the tray
 The smaller, lighter glasses are around the tray’s edge
 The placement of the drinks on the tray facilitates their service at the table. In practice
some of the above rules may not apply because it would make it too hard for you to take
the drinks off the tray.

Carrying the drinks tray

The right hand can assist in balancing the tray, especially when walking to the table, or when
waiting for someone to move past you where there is the potential for them to knock either you
or the tray.
Try to keep the tray at waist level and close to your body.
This will help to avoid knocking into passing traffic and
optimises your control over the tray.
Even though carrying the drinks tray high above the head
with one hand looks quite spectacular, this method is not
recommended as the risk of disaster is quite high.
When carrying a tray, always look where you are going, not at
the tray.

Carrying plates to a table

Commonly, plates may be carried in the hands using various plate carrying techniques – see
next section.
Alternatively, plates may be loaded onto rectangular food trays which are carried to the
waiter’s station where they are either unloaded into the hot box or delivered straight to the
table.
All items should be carried in such as way that prevents
contamination by making sure:
 You don’t put your fingers on to food
 You don’t place your fingers around the top of glasses
 Long hair is appropriately tied back or controlled.

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Serving food and beverage
The actual food and beverages that the guests consume is only part of the total dining
experience.
The service of those items is another vital part of the experience.
It is often the service provided to guests that separates one venue
from another and is the determining factor about whether or not
those people will return and tell their friends about us.
Two keys when serving food and beverage are:
 Do it quickly without giving the guest the impression they are
being rushed or you are in a hurry
 Do it professionally. Serve the correct items to the correct
diners, be polite, identify items as they are served,
communicate and interact with guests, smile, answer any
questions that are asked and check that the items presented
are acceptable to the guests.

Placing the food on to the guest’s table

Always serve the meal from the guest’s right (the same side that beverages are served from)
and announce the meal as it is being placed down. Consistency in service is important.
Make sure the dish is placed down so the main item on the dish – the steak, the slices of
meat, the piece of fish, the chicken breast – is closest to the guest (at the 4 o’clock – 8 o’clock
position).
Where a steak is being served, the kitchen should have
presented the steak on the plate with the fat toward the
centre of the plate, and not facing the guest so they have to cut
through the fat to get to the meat.
It is professional to place the right meal down in front of the right
person, without having to ask, “Who’s having the chicken?” The
guest numbering system comes into play when identifying
which meal is to be placed in front of a particular guest. It is usual
practice to announce each guest to confirm that each diner is
receiving what they ordered. For example, “The Grand T-
Bone, rare with extra chips. Enjoy!”
Place the dishes on to the table in such as way that the noise
made by contact with the table is minimised.

Serving Food
One of the most important skills a waiter can master is the art of carrying plates.
There are two methods to choose from and proficiency in using either method can only be
gained in the same way as gaining competency in carrying a drinks tray – practice, practice,
practice.

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Plate carrying techniques

Two Plate Carrying

Hold the first plate between your thumb, index finger

and the middle finger.

Place the second plate above the first plate,

supporting it by your fourth finger, your little finger
and the base of your thumb and forearm. A third
plate can be carried in the right hand.

Three Plate Carrying

Hold the first plate between your thumb, index finger

and the middle finger.

Place the second plate into the crease of the palm

of your left hand under the edge of the first plate,
supporting it by your ring and little fingers.

Carry the third plate on the flat of your forearm and

rim of the second plate. A fourth plate can be carried
in the right hand.

Serving beverages
There are a number of points to note when serving drinks.
Always serve to the right of the seated customer, unless this is obviously impossible.

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It may be impossible to serve from the guest’s right-hand side if two people are talking
intimately head to head, or if there is something such as a pillar or plant in the way to the
guest’s right.
Other points include:
 Trays are carried on the palm of the left hand with the tips of the fingers slightly raised – do
not hold the tray by its edges
 Drink trays are usually held on the left hand so that the right hand is free to serve the
drinks
 If the tray does not have a non-slip surface, then a tray
liner or mat should be used to prevent glassware from
slipping. The tray mat may be kept in place by
smearing a few drops of water on the tray’s surface
 Service staff should handle glassware by the base or
the stem. Never handle glasses by their rims, never put
fingers in the glasses
 Trays are usually loaded with the heaviest glass in the centre, and the lighter glasses
placed around the outside. In most cases, the last drink on the tray should be the first drink
off
 Trays should be carried at waist level through the room walking with a straight back and
shoulders. Don’t carry the tray above your head!
 Trays should be carried close to, and ‘within’, the body to avoid knocking into someone or
something
 When unloading trays, you may have to slightly twist
your body with the tray positioned slightly away from
your side. This is to enable the right arm and hand to
reach in towards the table and safely position the
customer’s drink
 All drinks should be announced when being placed on
the table. This provides an element of customer
service as well as providing the guest with an opportunity to check that they are being
served the drink they ordered. “Excuse me sir, your Whisky and Coke. Thank you.”
 Remember to bend your knees when serving from a tray
 Work anti-clockwise around the table, repeating the above procedures until the last drink is
served
 Drink waiters should work anti-clockwise around the table, and food waiters should work in
a clockwise direction. This means that they will only cross paths once at the table, saving
service time and reducing the potential for accidents between staff
 Use coasters or napkins under drinks when and where required.

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Checking customer satisfaction
Checking satisfaction with food
All service staff must monitor patrons during service for signs of dissatisfaction. This means
keeping alert for non-verbal cues that indicate displeasure, and listening for negative
comments that can be overheard.
Checking customer satisfaction must apply to both food and beverages.

The 3-minute check

When a meal has been served to the customer, it is important for service staff to revisit the
table a few minutes later to check that the meals are to the customer’s satisfaction.
This is commonly known as the ‘three-minute check’.
It involves approaching the table approximately 3 minutes after
the last meal was placed on the table and making an enquiry
along the lines of “Is everything to your satisfaction?” or “How are
your meals?” Individual venues may have standard statements
for you to use when making this 3-minute check so check with
your supervisor and adhere to specific enterprise requirements.
It is assumed that after three minutes, a customer will know if
they are satisfied with their food.
If they are dissatisfied, then they can tell waiting staff and a
course of action can be set in place to rectify the problem.
Remember, if you are going to ask guests whether or not they are satisfied, you have to be
prepared for those who tell you they aren’t!
Don’t treat these guests as ‘complainers’, but view the situation as an opportunity to turn a
problem into a positive service experience: listen to their complaint, apologise and act quickly
to fix the problem.
Problems may include:
 The steak is tough
 The meal is cold
 The steak is not cooked as ordered
 Special requests have not been met.
When you replace the ‘problem’ meal, apologise again and implement another three-minute
check to ensure that the replacement meal is to the guest’s satisfaction.
Speed is very important, especially where the guest is part of a group, as we do not want one
diner eating their meal long after their fellow guests have finished. This can be embarrassing
for them, and is a very public indication that we have got something very wrong.
It is commonplace for guests to respond positively to your enquiries about their meal at the 3-
minute check and this is great.
Where you get such feedback, you should feed it back to the kitchen:

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 “Table 7 say the roast is superb”
 “Everyone loves the lasagne”
 “Lady with the big party wants the recipe for the duck sauce!”
Your three-minute check also presents guests with an opportunity to order or re-order.
This may not fit in with the plans or the timing you have predetermined for your station, but
these orders must be taken, or dealt with, politely and promptly.
You may be the food waiter, but the three-minute check may well result in a drink order being
given. It is totally unacceptable for you to say “I’m sorry; I’m the food waiter, not the drink
waiter”.
You should take the order and pass it on to the appropriate person. If there is some confusion
on your part about exactly what the order is, let them know this and they can follow it up.

Checking satisfaction with beverages

Commonly there are fewer complaints about drinks than there are
with meals.
Nonetheless, there can be occasions when drinks are less than
acceptable so you need to be alert to the need to keep an eye on
customers to identify when they have a problem with their drinks.
Common problems may relate to:
 The beer or white wine is warm
 The wrong mixed drink has been served – the ‘rum and coke’ is
actually ‘brandy and coke’
 The wine tastes ‘off’.
In practice, the 3-minute check provides an opportunity for diners to complain about
beverages as well as the food but the monitoring of drinks needs to be more frequent than just
this one check.
Tips on checking customer satisfaction with drinks include:
 Monitoring the non-verbal language of drinkers – being
alert to facial expressions that indicate something is
wrong and being tuned in to customers who beckon
you to their table
 Making eye contact with people when at or passing
their tables to encourage them to speak to you if there
is a problem
 Making verbal statements. In some ways this is similar to the 3-minute check concept,
about their beverages, especially wine, such as “How’s the Chardonnay?”

Offering additional food and beverage

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Throughout the meal the opportunity arises to offer additional food
and beverages.
Selling additional items is what the employer expects you to do,
and providing these items can also meet customer expectations in
terms of service needs.
Offering and providing additional items that are not being sold is
part of the service provision that creates customer satisfaction and
meets expectations in terms of high levels of service delivery.
Additional items should be offered at appropriate times such as:
 The three-minute check
 When glasses are nearly empty
 When bottles are nearly empty
 When most bread or rolls on the table have all been consumed.
The service of additional items should be in accord with normal service practices. There
should not be a lesser standard of service simply because the items are ‘additional’.
Items may include the service of condiments and side dishes such as:
 Tomato sauce
 Tabasco sauce
 Fish sauce
 Soya sauce
 Chilli
 Mustards
 Tartare sauce
 More butter
 More bread or rolls
 Side salad
 Bowl of fries
 Onion rings
 Rice.
Some additional equipment items that may need to be provided can include:
 Extra cutlery – to replace items that guests may have dropped on the floor
 Extra crockery
 Extra glassware
 More serviettes
 A finger bowl

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 A scrap bowl – depending on the menu item being served.

Clearing tables
Used and unwanted items should be removed from tables throughout the meal.
It is never acceptable to allow used or unwanted items to build up on the table and clear the
table only at the end of the meal.
Removing items progressively throughout the meal provides expected customer service, and
maintain a clear ‘work surface’ to allow food and beverages to be more easily placed on the
table.
When guests place their knife and fork together in the centre of the plate this is the usual sign
that they have finished their meal.
Of course, not all customers will do this, so you must be aware of other signs. The most
obvious being an empty plate.
Before clearing any plates away, ask the customer if they
have finished to ensure the plate can actually be cleared
away. A simple question such as “May I take your plate,
madam?” or “Have you finished, sir?” is all that is
required.
Traditionally, with tables of up to eight people, all guests
should have finished their meal before the table is
cleared. This is to avoid some guests feeling they have
to rush to finish their meals just because others around
them may have already finished.
With tables of eight people or more, plates are traditionally cleared randomly as the guests
finish their meal.
Naturally all clearing of plates must be done in accordance with establishment standards and
practices, with minimal disruption to customers. If you are unsure about what applies at your
workplace, then ask your supervisor.

Steps to clearing a table

The following protocols commonly apply when clearing a table:
 Try to start with the guest who has the most scraps left on their plate. This will act as the
base plate for clearing
 Always clear from the right of the guest - the same side that you should have served from
 Pick up the first plate, complete with cutlery, with your right hand and transfer and secure it
in your left hand
 Secure the end of the fork handle under your thumb
 Slide the knife, cutting end first, under the fork to secure it and stop it from sliding away
 Moving clockwise around the table, clear the next guest’s plate. Make sure the left hand is
held back to avoid being too close to the customer, especially their head and shoulders

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 Secure the second plate into position over the wrist, and scrape any food scraps onto the
base plate (plate positioning will be as previously described in the Two-plate serving
method)
 Secure the knife by sliding it under the securing fork
 Place the second fork parallel to the securing fork
 Continue this procedure until all the plates and cutlery are cleared for that particular
course.

Remember
 Clearing must be done at the appropriate time (see above for guidelines) and with minimal
disruption to the customers. Clearing should be ‘part of the process’ and not an
interruption to it
 Clear away all unwanted or unused cutlery when removing
matching course plates. If a guest has not used their main
course knife for instance, it must be cleared when the main
course plate is cleared
 Clear away the side plate and the side knife when clearing
away the main meal plate. This is cleared from the guest’s
left-hand side so as not to reach across in front of the guest
 Clear away anything that is unwanted or unused on the table
at that stage
 Clear away any condiments associated with the course that is
being cleared. The salt and pepper shakers, butter dish and bread basket should be
cleared when the main course items are being cleared. You
may however, elect to clear away breadboards or baskets as
soon as bread has been consumed. Check house practice and
adhere to that
 Clear away unused or dirty glassware as and when no longer
required. Don’t let them build up
 Clear away all items in accordance with the establishment’s
standards and policies. This may include directions regarding
whether a tray should be used to carry these items to the
waiter’s stations, or whether a clothed service plate is to be
used, and whether or not items should be cleared to the
waiter’s station or directly to the kitchen or bar.

Presenting and processing accounts

Naturally at the end of the dining experience customers will be required to pay for their food
and beverage items.
This will be explained in more detail in Section 6 of this manual.

Thank and farewell customers courteously

All food and beverage guests should be thanked and farewelled courteously.

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This applies to regulars and visitors, big-spenders and the customer who just drinks a pot of
beer or squash and eats an entrée.
We must give all drinkers and diners the respect they and their patronage deserves: without
these customers you don’t have a job!

The importance of the farewell

The farewelling of customers is an important part of the
service cycle and one that is arguably more important than
the greeting the customer receives because the farewell is
often the last thing they have to remember us by.
You should also bear in mind that many customers who
leave a hospitality venue, leave with nothing but have paid
money for that privilege!
To illustrate this, it means that most people leave a property after having slept there, eaten
there, drank there or after attending a function or entertainment event. This is totally different
to most retail situations where customers leave having paid for an item they take with them
and can use at home.
The point being then that the customers may have just spent a substantial amount of money,
and then leave with nothing to show for it, except perhaps a full stomach. These facts
underline the importance of a good farewell.

Farewelling guests
All guests should be farewelled in accordance with establishment standards and policies.
Some establishments may require their staff to walk the customers to the entrance and hold
the door open, before thanking them and bidding them farewell.
Other establishments may require a more casual approach such as a smile, a wave and a
simple “Thanks very much” to the guests as they are departing.
It may be standard practice to wish them “Good day” or “Good night” and “We look forward to
seeing you again”, or some similar phrase.
Where appropriate you could also offer to call a taxi.
If it is raining, escorting guests to their car with an umbrella may be part of the service offered.
An alternative may be to offer a complimentary coffee while the weather clears.
Whatever the standard or policy, guests should be acknowledged when they leave. Their final
experience with you must be a positive one.

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 Task Sheet 4.4-1
It is a requirement of this Unit that you complete Work Projects as advised by your Trainer.
You must submit documentation, suitable evidence or other relevant proof of completion of the
project to your Trainer by the agreed date.

4.1 To fulfil the requirements of this Work Project you are asked to research how to receive
customer orders including:

 Types of glassware, service ware and cutlery suitable for menu choice
 Steps associated with adjusting the cover.

4.2. Research how to check product and/or brand preferences with customer in a courteous
manner, including:

 How to identify personal preferences

 Types of pour and call brands commonly used for a range of alcoholic products.

4.3. Research how to provide clear and helpful recommendations or information to customers
on selection of food or drinks including:

 Identify a range of food items and how to recommend them

 Identify a range of beverage items and how to recommend them
 Food and Wine Combinations, based on an establishment’s food and wine menu.

4.4. Research how to serve food and drink according to enterprise requirements and
personal hygiene standards, including:

 Collecting food and beverage selections

 Delivering items to the table
 Serving food and beverage
 Checking customer satisfaction
 Offering additional food and beverage
 Clearing tables
 Presenting and processing accounts
 Thank and farewell customers courteously.

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 Performance checklist for

Task Sheet 4.4-1

Receive customer orders:
 Provide glassware, serviceware and cutlery suitable for menu choice
 Adjusting the cover.
Check product and/or brand preferences with customer in a courteous manner:
 Personal preference
 Pour and call brands.
Provide clear and helpful recommendations or information to customers on selection of food or
drinks, if required:
 Recommending Food
 Recommending Beverages
 Food and Wine Combinations.
Serve food and drink according to enterprise requirements and personal hygiene standards:
 Collecting food and beverage selections
 Delivering items to the table
 Serving food and beverage
 Checking customer satisfaction
 Offering additional food and beverage
 Clearing tables
 Presenting and processing accounts
Thank and farewell customers courteously.

114 Date Developed: Document No. FBSNCII - 001

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 Learning Outcome # 5 Process payment and
receipts

CONTENT:

1. Different Food service styles

2. General service principles
3. Sequence of service
4. Handling guests with special needs
5. Wine knowledge and service
6. Banquet service
7. Food safety principles

ASSESSMENT CRITERIA:

1. Bills are prepare and processed accurately in coordination with cashier.

2. Amount due is verified with customer.
3. Cash and non-cash payments are accepted and receipts are issued.
4. Change are given as required.
5. Required documentation is completed in accordance with enterprise policy.

CONDITIONS:

Student/ trainee must be provided with the following:

Cash Payment Non-cash payments Receipts Issue

 Payment in notes and coins  Debit and credit cards  Issuing receipts via cash
 Payment in a foreign  Checks (Personal, business, register/terminal
currency travelers)  Issuing hand written receipt
 Calculating currency  In-house vouchers  Complying with legal
exchange rates  Charges to company requirements of host
accounts country to provide receipt

METHODOLOGY ASSESSMENT METHOD:

 Modular (self-paced)  Interview (oral/ questionnaire)
 Electronic learning  Observation
 Industry Immersion  Demonstration of Practical Skills
 Film viewing  Written examination
 Demonstration
 Discussion

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 Learning Experiences / Activities

Learning Outcome # 5

Process payments and receipts

Learning Activities Special Instructions

This Learning Outcome deals with the development

of the Institutional Competency Evaluation Tool
which trainers use in evaluating their trainees after
finishing a competency of the qualification.

Go through the learning activities outlined for you on

the left column to gain the necessary information or
knowledge before doing the tasks to practice on
performing the requirements of the evaluation tool.

The output of this LO is a complete Institutional

Competency Evaluation Package for one
Competency of Food and Beverage Services NCII.
Your output shall serve as one of your portfolio for
your Institutional Competency Evaluation for
Provide food and beverage services to guests.

Feel free to show your outputs to your trainer as you

accomplish them for guidance and evaluation.

This Learning Outcome deals with the development

of the Institutional Competency Evaluation Tool
which trainers use in evaluating their trainees after
finishing a competency of the qualification.

Go through the learning activities outlined for you on

the left column to gain the necessary information or
knowledge before doing the tasks to practice on
performing the requirements of the evaluation tool.

After doing all the activities for this LO5: Process

payments and receipts; you are ready to proceed
to the next LO6: conclude food service and
close down dining area.

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 Information Sheet 4.5-1

Store and handle foods safely

1. Comply with personal hygiene standards

Contamination is a term you will hear in all food outlets. This means that safe food has
become spoiled because of how it was handled, prepared or stored.

Follow hygiene procedures

Anybody who works with food or drinks must follow the highest possible personal hygiene
standards. This is one of the easiest and effective ways of making certain that food or
drink does not become contaminated by bacteria (germs), physical objects (broken glass,
band aid) or chemical hazards.
Ensure personal hygiene meets required standards at the beginning of and during
each shift
Personal hygiene plays an important part in creating a good public image, as well as
protecting the safety of our guests.
At all times, you must be aware that the human body harbours germs and bacteria. Apart
from this, you work closely with customers and other members of staff. If you look crisp,
clean and smart the customer will know that you carry that pride through to the way the
premises is kept. Listed below are ways to make sure you meet the highest standards of
personal hygiene:
 Take daily showers
 Wear clean clothes daily
 Have clean and neat hair
 Have short, clean finger nails
 Clean your teeth regularly and ensure they are in good
condition
 Keep any open cuts or wounds covered while at work by using
a waterproof cover over a bandage
 Do not smoke near food and beverage preparation areas
 Wash hands on a regular basis.

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Ensure hands are washed when required
Washing your hands on a regular basis is the most effective way to reduce hygiene risks
in the workplace. It is essential that staff wash their hands after eating, smoking, handling
garbage, handling a handkerchief or tissue or using the bathroom.

Hand Washing Technique

1. Rinse hands under hot water. Wet all surfaces.

DO NOT USE food or beverage preparation sinks to wash hands.

2. Use an anti-bacterial liquid soap from a dispenser.

DO NOT USE a bar of soap as it can spread bacteria and re-contaminate

hands.

3. Lather up your hands and scrub them palm to palm.

4. Interlace your fingers while you continue to rub your palms together.

5. Continue to lather your hands by rubbing your palms over the back of each
hand.

6. Rub the tips of your fingers, on each hand, into your palms.

7. Scrub your thumbs well.

8. Clean your wrists.

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Hand Washing Technique

9. Rinse your hands with hot water.

10. Dry with paper towel or hot air dryer.

DO NOT USE cloth towel as it holds bacteria which can re-contaminate

hands.

11. Use the paper towel to turn off the tap.

Ensure uniform is cleaned regularly and that protective clothing is worn as required

Uniforms
Wearing a clean uniform is not only hygienic but also provides an
image of professionalism to the customer.
Wearing a clean uniform is a must for all staff and many outlets
supply and clean uniforms for staff. There is nothing more
distracting for the customer than seeing a staff member who not
only looks but smells unclean. If a staff member cannot keep
themselves and their uniform clean, it leads customers to believe
that food and beverage is also kept in an unclean and unhygienic
manner.
All aspects of your uniform must be given attention including hats,
jackets, shirts, blouses, socks, and shoes and any other uniform
requirements.
As a basic minimum requirement staff are required to wear a clean uniform for each day
of work.
Protective clothing
For any service staff involved in any aspect of food preparation a wide variety of
protective clothing is worn including hats, glasses, masks, hair nets, aprons, neck scarves
and gloves.
This protective clothing is designed and worn by staff for two key reasons:
 Improve staff safety and reduce injury
 Keep food and beverage clear from hygienic risks
Gloves
Gloves are commonly worn in most food preparation and service areas.

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Use different coloured gloves in different areas. Do not move from the toilet section to the
kitchen or rooms using the same gloves.
 Gloves used for cleaning specific areas are kept for that area only
 Always wear gloves when cleaning to avoid spreading or catching disease.
 Do not handle food and money with the same gloves.

2. Handle food according to food safety program

In Section 3 of this manual a number of food safety practices were detailed. This section
will explore how to handle and dispose of used items in the appropriate manner.

Dispose of leftover food according to hygiene regulations and enterprise practice

Throughout the dining session and at the end of trade you may be required to dispose of
leftover food used during service.
Correctly disposing of these items helps to maintain food safety and the operational
effectiveness of the property
Whenever food handlers handle rubbish, it is a legal requirement that they wash their
hands properly before handling food or food items/utensils again.

Hygiene regulations
In terms the requirements of safe food handling no food
or beverages that are returned from a guest can be re-
used. They must all be thrown out.
Food that is left over in terms of portion controlled
butters, sugar etc. can be re-used providing the
package has not been damaged, it looks presentable
and (for high risk food) has not been stored in the
Temperature Danger Zone for longer than 4 hours.
Butters and dairy products must be stored under refrigeration at 5ºC or below.
Proprietary sauces in the bottle can also be re-used providing the bottle, neck and cap are
cleaned.
Salt and pepper in shakers can also be re-used.

Left over food

The kitchen will be responsible for dealing with left over food. That is, food that has been
displayed for sale but which has not been served.
It is perfectly legal to re-use left over food provided the appropriate safe food handling
practices are followed.
Your role may include returning these items, from bain maries or buffet tables, to the
kitchen for processing.

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The basics in relation to dealing safely with left over foods are:
 No high risk foods can be re-used if they have spent 4 hours or more in the
temperature Danger Zone (5ºC – 60ºC). High risk foods are foods that are high in
protein and include all meats, poultry, seafood and dairy products
 Foods that are left over must be covered, labelled and refrigerated and kept
refrigerated until next required for service
 Leftover food should be used first at the next service session – stock rotation is
important
 Leftover food that is to be served hot should be re-heated prior to service to 75ºC for
one minute
 Where any doubt exists about the safety of the food that is left over, it should be
discarded.

Enterprise requirements
Each property will have its own procedures and requirements for dealing with leftovers
and disposables.
Options include:
 Throwing out all leftover food. Some properties have a standing
rule that requires all leftover food to be disposed of
 Allowing staff to eat items that are left over. Some properties may
allow staff to take leftover food home with them but this should
not be expected. Check with your supervisor first
 Requiring high cost items to be stored for later use but allowing
low-cost items to be thrown out. This may mean that meat dishes
are saved while vegetables are discarded
 Separating disposables from food waste.

3. Maintain the workplace in a clean and tidy

Whilst the first and last sections of this manual focus on cleaning a food and beverage
outlet at the start and the end of service, it is important that any outlet remains clean
throughout service. Whist this may seem hard to achieve, especially when times are busy
and customers have many requests which must be handled immediately, it is essential
that dirty objects and areas are cleaned in a timely manner.
This is not only important from a hygienic point of view, but also from a customer service
perspective.
Organizational policies and procedures will highlight the correct steps in cleaning each
outlet and explain how to keep your workplace free of clutter or conditions that allow
bacteria and vermin to thrive. Management and staff must:
 Regularly clean and maintain the premises

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 Control pests and vermin
 Implement a daily cleaning schedule
 Maintain and clean equipment (making sure any equipment used for storing or holding
hot or cold food is kept at the required temperature)
 Maintain food or beverage preparation and service areas at the highest standard of
hygiene
 Follow correct food storage procedures
 Follow correct garbage removal procedures
 Follow your workplace ‘no smoking’ requirements
 Do not smoke in food preparation and storage areas.

Cleaning
You may or may not be required to clean dishes or glasses
that have been used as part of the service process. There is
a wide variation between premises in this regard.
Some businesses will simply ask you to carry the used items
back to either the kitchen or bar and off-load them. Another
staff member will handle things from there.
Some premises will require you to off-load them and empty
glasses (of ice, slices of lemon, decorations, remaining liquid
etc.), and clear plates into a bin or waste disposal unit.
Other properties will require you to undertake the entire cleaning process for crockery,
cutlery, glassware etc.

Glasses and glassware

The basic procedure is to use a glass washing machine with the procedure being:
 Empty glasses and other glass items of all contents
 Load the glasses into a glass washing tray – they have
to be put in upside down
 Wash the glasses in the machine when required or
when the trays are full. Use the wash cycle preferred
by the establishment
 Take the glasses out of the machine and either allow
to air dry or hand-polish according to house
requirements
 Put the clean glassware in their nominated storage areas ready for use.
Points to note regarding the glass washing machine are:
 The correct wash cycle is chosen – where options exist
 No slices of lemon etc. are allowed to block up the plug hole in the glass washing
machine

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 The temperature of the water being used is a minimum of 70ºC
 The machine is being supplied with the appropriate glass washing detergent,
appropriately diluted (where applicable).

Crockery and cutlery

Most premises use a dish washing machine to wash crockery and cutlery and machine-
specific training should be provided to you on the job.
The basic cleaning procedure is:
 Remove visible food debris, for example, scrape the plates
 Rinse with warm water to remove loose dirt
 Wash with a detergent
 Rinse again to remove the detergent and debris
 Apply a sanitiser. Sanitisers are chemicals designed to kill
bacteria
 Rinse to remove the sanitiser
 Allow to air dry.
Air drying is the preferred option as it eliminates using a cloth to dry surfaces, which may
inadvertently introduce bacteria to the surface that has just been cleaned and sanitised.
The procedure for washing eating utensils and dishes by machine is as follows:
 Scrape and rinse items prior to stacking in trays. Use the right racks for the right items
 Wash for a minimum of 60 seconds at a temperature between 66°C and 71°C
 Rinse for a minimum of 10 seconds at a temperature of at least 77°C.
In some circumstances there will be no dishwashing machine. This is common in small
businesses, and it is quite legal to use a double bowl sink providing certain requirements
are observed.
When using a double bowl sink to wash eating utensils and dishes:
 One bowl must contain water at 45°C and detergent, for washing
 One bowl must contain clean water at a minimum of 77°C for sanitising
 Sanitising must involve soaking the items for a minimum of 3 minutes – it is not
acceptable to just run hot water over items to remove the suds
 A thermometer must be on hand to check water temperature.
Items must once again be left to air dry, which means draining and leaving to dry while
hot. Tea towels must not be used.
Operators must make sure that detergents and sanitisers are diluted according to
manufacturer’s recommendations, and that all other manufacturer’s advice is adhered to.
If you are not sure how to use the dishwasher where you work, or not sure about what
detergent to use for what job, or how much to dilute it – ask!

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Disposing of Disposables
Disposables are ‘single use’ items.
These are items intended for one use only, after which they cannot be re-used and must
be discarded.
Disposables may be used as part of eat-in dining but
are more prevalent where take away food sales
occur.
Examples of disposable items include:
 Plastic cutlery
 Drinking straws
 Paper serviettes
 Containers for serving take away food such as aluminium foil and plastic containers,
take away coffee, milk shake and other drink containers and pizza boxes. The lids to
any take away containers are also included.

Dispose of recyclable items

Many properties have adopted policies that enable them to become environmentally
responsible.
The basis for these policies revolves around the need to:
 Reduce - asking people to generate less waste
 Re-use - encouraging the use of a product more than once before it is discarded
 Recycle - suggesting that products can be re-made into something else.
These policies can apply not only to food and beverage items but to all waste produced
by the venue.
In relation to actual food and beverages there is little that can be done in the way of
recycling. These are usually disposed in the ‘normal’ way used by the property to get rid
of its waste.
In some cases soft food scraps may be put through a waste disposal unit to reduce space
occupied.
However, it is the treatment of materials used to supply raw
ingredients to the property where the concept of recycling
arises.
The activities of ‘Re-use’ and ‘Reduce’ fall outside the aim of
this unit, but ‘recycling’ involves the sorting and disposal of
waste, and sometimes its cleaning prior to separation and
recycling.
Current waste management practices include the sorting of waste into the following
categories in order to facilitate recycling:
 Paper – cardboard, newspapers and cardboard containers

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 Plastic – soft drink, milk, juice and cordial bottles and packaging, bags
 Glass – bottles (clear, green and amber), jars and clear sauce bottles
 Steel cans – food cans and aerosol cans
 Aluminium – cans and foil
 Food waste – unusable waste scraps, trimmings and plate waste.
As a general rule, items for recycling should be cleaned (washed or rinsed) and flattened
ready for collection. Each category of recyclable waste should be stored in a separate
container for ease of pick-up, and to promote ease of processing.
Premises should always check with their local council to identify any local requirements
that might apply.

Disposing of cleaning chemicals

As environmental considerations have become increasingly important, so too has concern
over the disposal of chemicals gained in significance.
There will be a need to dispose of cleaning chemicals when:
 Chemicals have become dated
 Containers have lost their labels and you don’t know what’s inside
– rather than guessing at what it is and risk using it inappropriately
and unsafely
 You decide to discontinue using a certain product.
This disposal of chemicals must be done safely and according to safe
environmental practices – this means:
 Cleaning chemicals must not be poured down the sink or gully
trap
 Cleaning chemicals must not be thrown out with normal rubbish.

5. Comply with workplace measures to prevent pests entering the

premises

Contamination of food and beverage is a common concern for any food and beverage
outlet and is a very serious issue.
Not only can it lead to potential deadly illness for customers, it can also result in large
compensation claims, loss of business and reputation and unnecessary stress for all
concerned.
The good news is that hygiene risks can easily be eliminated and controlled by
establishing and following straightforward and easy hygienic practices.

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Identify bacterial and other contamination food-based hygiene risks

Direct and indirect contamination

The results of food contamination can be very distressing for anyone who has
experienced it. Where and how can contamination occur?
Food becomes contaminated either:
 Directly – by coming into direct contact with another bacteria contaminated food item
 Indirectly – the bacteria is transferred to the food via equipment such as knives or
processors, cutting boards, food handlers or cutting boards that have come into direct
contact with the contamination (insects, animals, birds, rodents, dust, refuse and
waste food).

Identify hygiene risks presented by inappropriate storage of foods

Most food contamination occurs when food is exposed to potential
contaminants located outside the food packaging including
temperature, dust, dirt, air and dirty surfaces.
Most organizations require any food delivery, whether arriving at the
loading docks, kitchens or outlets, to be stored in a timely manner.
Not only does this reduce the risk of theft but ensures food is kept
and maintained in a clean area at the right temperature.

Identify hygiene risks presented by poor cleaning practices

Personal hygiene and cleaning

Common causes of contamination include:
 Staff who did not maintain appropriate levels of
personal hygiene by wearing dirty clothes, wearing
jewellery, having dirty and long finger nails, letting their
hair get dirty and not tying hair back
 Staff who did not wash their hands before touching
food, after using the bathroom, touching their bodies or
smoking
 Staff who coughed or sneezed while preparing or serving food
 Staff who prepared or served food while sick with gastric or any contagious disease,
such as severe flu or hepatitis.

Cleaning of work area

Many staff perform cleaning duties as part of their position. However quite often the
cleaning methods used are not sufficient enough to clean food preparation, cooking and
display areas to a standard that eliminates food contamination.
Common causes of contamination due to poor cleaning of work area include:
 Cleaning with dirty cloths
 Cleaning with inappropriate cleaning agents
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 Cleaning method not appropriate
 Not all surfaces are cleaned properly.

Identify hygiene risks presented by vermin and pests

Vermin and pests may include insects, animals, birds, rodents. In brief, vermin and pests
cannot cause contamination if they do not come in contact with food.
Therefore it is a requirement that food is kept in secure locations when not being sold
such as in fridges, freezers and dry storage areas. In these areas is it important to ensure:
 Surfaces are clean
 Food is kept of the floor
 Doors are closed.
Quite often food is displayed in open areas within an outdoor
food and beverage outlet. In these cases food must be
covered utilizing a variety of coverings including:
 Plastic or foil wrap and covered containers
 Fly covers
 Display cabinets.

6. Identify and report indicators of pest

presence

All food establishments and facilities must be maintained and

operated so as to prevent the entrance and harborage of
vermin.
All food outlets face three chief pest concerns:
 Insects – cockroaches, flies
 Stored product pests – weevils
 Rodents – rats and mice.
Under no curcumstances is it acceptable that vermin are present in a food and beverage
establishment.
Vermin are strictly illegal in all areas of the establishment, which includes the kitchen,
food or equipment storage rooms, restrooms, employee locker and break rooms,
customer service and seating areas, trash storage areas and exterior premises.

Dangers of vermin
They're illegal not because they are unsightly, but mainly because they are known carriers
of numerous dangerous diseases causing microorganisms that can be transmitted to your
food and food contact surfaces, potentially causing a serious food poisoning. They also

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contaminate the food with their hair, faecal droppings, urine, saliva, body parts and
general filth.
All types of food facilities, even the newest, nicest, most expensive, elegant restaurant
can become infested with vermin. It is fairly common because a restaurant especially, is
an ideal environment for cockroaches, rats, mice, flies and other vermin and pests to
thrive in.

Identifying vermin
Vermin in a food facility is a very serious problem and a public health danger, and should
be immediately reported to management.
Common signs that vermin are present include:
 Visual sighting of creatures
 Sighting of droppings
 Bite marks or holes in food and beverage items or packages.

Controlling vermin
This manual has identified many food and beverage handling
practices which go a long way to preventing vermin from
becoming a major problem in a food and beverage
establishment.
There are a number of ways in which vermin can be controlled
including:
 Good sanitation practices
 Rodent and insect proofing
 Extermination and insecticide treatment.

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 Task Sheet 4.5-1

It is a requirement of this Unit that you complete Work Projects as advised by your Trainer. You
must submit documentation, suitable evidence or other relevant proof of completion of the
project to your Trainer by the agreed date.

5.1 To fulfil the requirements of this Work Project you are asked to research how to
comply with personal hygiene standards including:

 Hygiene policies and procedures

 Ensure uniform is cleaned regularly and that protective clothing is worn as
required.

5.2. Research how to handle food according to food safety program including:

 Dispose of leftover food according to hygiene regulations and enterprise

practices.

5.3. Research how to maintain the workplace in a clean and tidy order including:

 Cleaning to be completed
 Disposing of Disposables
 Disposing of recyclable items
 Disposing of cleaning chemicals.

5.4 Research how to comply with workplace measures to prevent pests entering the
premises, including:

 Identify bacterial and other contamination food-based hygiene risks

 Identify hygiene risks presented by inappropriate storage of foods
 Identify hygiene risks presented by poor cleaning practices
 Identify hygiene risks presented by vermin and pests.

5.5 Research how to identify and report indicators of pest presence including:

 Dangers of vermin
 Identifying vermin
 Controlling vermin.

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 Performance Checklist for

Task Sheet 4.5-1

Comply with personal hygiene standards:
 Follow hygiene procedures
 Ensure uniform is cleaned regularly and that protective clothing is worn as required.
Handle food according to food safety program
 Dispose of leftover food according to hygiene regulations and enterprise practices
Maintain the workplace in a clean and tidy order:
 Cleaning
 Disposing of Disposables
 Dispose of recyclable items
 Disposing of cleaning chemicals.
Comply with workplace measures to prevent pests entering the premises:
 Identify bacterial and other contamination food-based hygiene risks
 Identify hygiene risks presented by inappropriate storage of foods
 Identify hygiene risks presented by poor cleaning practices
 Identify hygiene risks presented by vermin and pests.
Identify and report indicators of pest presence:
 Dangers of vermin
 Identifying vermin
Controlling vermin.

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 Information Sheet 4.5-2

Handle payment and carry out cash control procedures

1. Receive and accurately check cash float

A cash float, also known as ‘the float’ is the amount of money

that an establishment has deemed appropriate to commence
the day’s trading for a cash register/point-of-sale (POS)
terminal.
Found in the cash drawer of the cash register/POS terminal, a
cash float is necessary for giving out change when completing
a financial transaction, because rarely will a customer provide
the exact amount of money to settle an account.
Overnight, most cash floats/cash drawers will be stored in a
safe and at the beginning of each shift or day’s trading, the
cash float/cash drawer will be removed by management,
security, or someone from the Accounts department and either
placed into the cash registers or distributed to the appropriate
staff members in outlets.

Counting a cash float

When this happens, individual staff members may need to sign for their float to prove they
have taken possession of it.
When signing for a float, the staff member needs to be sure the amount said to be in the
float is accurate and consistent with the actual amount found in the cash drawer.
It is common practice therefore to count the float before signing for it or immediately after
signing for it to ensure its contents. It is too late at the end of the shift to claim the float
was short at the start of the day.
Some properties have two sheets for this process. They require the person handing over
the float to count and sign in relation to the float and
then the person receiving the float also has to count
and sign for it.
Where a discrepancy in the amount in the float is
detected, ask the person who delivered the float to
double-check it.
Once you have collected your float, it is important to
place your float in a secure location. This is normally in
a cash drawer in a cash register.

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Prepare register
A cash register is a machine that is used to accurately record transactions – both charges
and methods of payments, issue accounts and receipts and to store cash and non-cash
payments.
Once the float has been securely stored in the cash register it is important to prepare the
register area. Tasks to be performed include ensuring there is an adequate supply of:
 Cash register paper
 Pens
 Receipt paper
 Account folders
 Ink cartridge
 Plastic coin bags
 Sweets or other gifts normally presented with accounts
to customers
 Rubbish bins
 Spare paper
 Calculator
 Currency exchange sheet, if foreign currency is permitted to be used for settlement of
transactions.
The final task to be performed to ensure the cash register is ready for use is to undertake
a ‘reading’ to ensure that the previous service period transactions have been closed off.

Prepare associated items

Besides the cash register there are other machines that must be checked before the start
of the shift. These include:
 ETFPOS machines
 Manual credit card machines
 In addition, it is important to have a clear understanding
of information that may affect cashiering duties for the
day including:
 Function sheets including event items, pricing, contact
names and authorisation information.
 Methods of payment for VIP or special groups or
customers
 Prices for new menu items, specials of the day or promotions.

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 2. Open and close cash register using manufacturer specifications

Whilst the process of opening and closing cash registers may

seem like a simple process, not needing further explanation, it is
important that any money or documents taken be properly
secured.
During a service period you will receive large amounts of money
and credit card slips through the processing of large amounts of
transactions.
Theft of money and personal information from credit card slips is
common throughout the world, and this is no less true in food
and beverage outlets.
In your role there may be many tasks that you will perform, with processing accounts and
handling money only one aspect of your day. However it is vital that security is foremost in
your mind.

Secure money and documentation during trade

The following are helpful tips to employ to increase the security of cash and non-cash
payments:
 Try not to share cash registers.
 Never leave a cash register open when unattended
 Keep cash registers out of the reach of customers
 Lock cash registers when not in use
 Keep the original note on display whilst a transaction is
taking place. This reduces any discrepancies that may
arise as to what monetary value the customer has given
the staff member at the start of the transaction.
 Regularly store large notes under the cash till, out of display of customers
 Regularly arrange for cash registers to be cleared.

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 3. Use cash register according to standard enterprise procedures

Food and beverage attendants may be required to process payments for meals and
drinks purchased by customers.
At all times the house rules and standard procedures for processing these transactions
must be strictly adhered to. These will vary between properties so it is vital to determine
what applies where you work.
It is also important to remember to optimise customer service at this point so the guest
enjoys a positive experience when they are paying for what they have bought.

Establish, update and finalize customer accounts

General procedures for processing accounts

Processing a customer account refers to:
 Creating an account for the customer or table
 Updating the account as items are ordered/purchased
 Finalizing the account by accepting payment.
The following procedures must be adhered to:
 When using an electronic system to process an account always make sure you follow
manufacturer’s instructions. Obtain in-house training before using the system
 Review supporting dockets received to verify table/customer, make sure the dockets
are legible and can be understood, and ensure only the items ordered are charged for
 Post charges (see below) promptly to ensure the account is ready when needed and
to make sure money for all items bought by the customer is recovered when the
account is paid
 Update the account balance or verify the updated account balance where this occurs
automatically, making sure all entries are accurate and all charges have been
correctly entered or processed
 Produce the final account or bill when requested by waiting staff or customer. It is
important to continually update accounts during service so there is minimum waiting
time at this stage
 Present account to guest/staff according to workplace policy which may require
presentation of the account in a billfold, or on a plate.

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Posting charges
Posting charges is the process of recording transactions on a customer account. It is a
term normally used where an electronic system is in use.
A ‘posting’ can be one of two types:
 A ‘debit posting’ – this increases the customer’s debt or
liability to the property. It occurs when the customer has
used a facility or purchased a product or service and the
charges for that are added (or ‘debited’) to the customer’s
account
 A ‘credit posting’. This reduces the guest’s debt or liability to
the property. It occurs when a customer pays their account,
partially settles their account, is given a refund or discount,
or provides a deposit (such as a deposit for a booking or
function). The money paid by the guest reduces their total
owing and is said to have been ‘credited’ to their account.
When posting to an account (debit or credit postings) ensure:
 Speed and accuracy
 Double-check the correct account (guest, room, table, function etc.) has been
updated.

Produce customer account and present for payment

Cash registers
 Once the charges have been processed it should be given to the customer in a timely
manner
 In take away outlets, the charges are processed in a cash
register with payment requested immediately before any
food or beverage is provided
 Please ensure the customer can see the register display
to see charges are correctly added and the amount due
displayed. In most organizations the issuing of a receipt is
a standard practice and enables customers to quickly see
if an account in accurate.

Account folders
In restaurants, it is standard practice for the account to be
presented to the customer at their table. In this instance
accounts must be presented in an account folder and
presented with a pen.
When the account folder is presented to the customer move
away from the table. However it is advisable to remain in
close proximity to answer any questions or to speed up the
payment process, as many customers like to leave quickly.

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 4. Issue receipts according to standard enterprise procedures

This section will explore the account management activities once the account has been
given to the customer, mainly focusing on the collection and processing of payment for
food and beverages consumed.

Process cash payments

Account settlement options

Depending on the services and facilities provided by your organization customers
commonly settle their account by:
 Paying cash
 Paying via credit card through using a manual or
electronic system
 Using EFTPOS facilities – ‘Electronic Funds Transfer
at Point Of Sale’.
In selected situations customers may settle their accounts
by:
 Charging to their room
 Charging a house account – used for functions or corporate events
 Presenting vouchers – for nominated amounts and/or items/services
 Paying by check – either a personal cheque or traveller’s cheque.
Regardless of which option a customer uses to settle their account:
 Always thank them for their patronage
 Never show annoyance if their preferred method of settlement causes additional work
or effort.

Accepting cash payment

When the customer offers cash to settle an account the following will apply:
 Verify the amount tendered will cover the total of the account
 Thank customer
 Place cash on register shelf. Do not put money into cash
register drawer at this point
 Register the sale (account total). This should automatically
produce a receipt
 Calculate change and remove change and receipt from register

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 Give change and receipt to customer. Count the change out to the customer.
 When customer has accepted their change without query, remove tendered cash from
register shelf and place into register drawer.

Using EFTPOS
Many outlets have EFTPOS (Electronic Funds Transfer at Point Of Sale) terminals to
accept payments (this is the same system that is used to electronically process credit
card payments).
The EFTPOS system offers a banking service of deducting money from a customer’s
savings or cheque account and depositing it into the establishment’s account.
When using this system to pay their account, the customer must present a relevant bank
card and then enter a 4 to 6-digit PIN (Personal Identification Number) into the system for
verification purposes.
Once the payment has been approved, the customer will be issued with a receipt.
With this system, the customer may have the option of having ‘Cash Out’. This means the
customer can withdraw additional funds from their account over and above the amount
required to settle the restaurant/bar account.
Before using an EFTPOS terminal, make sure you read the instructions for the equipment
and system: familiarize yourself with its operation, and get someone to show you how to
use it.

Process non-cash transactions

Paying via credit card

Credit card payments are processed using either a manual system or
an imprint machine.
The process to take manual credit card payments is as follows:
 Confirm your establishment accepts the card
 Check card’s expiry date is still valid
 Check card against ‘Warning Bulletins’ issued by credit card
companies to alert establishments of stolen or cancelled cards
 Insert the credit card into the imprint machine
 Insert the appropriate credit card slip into the imprint machine –
covering the card
 Take an imprint of the card
 Confirm details are legible on the credit card slip
 Complete credit card slip with relevant details/charges, date etc.
 If the account’s total amount is over the establishment’s ‘floor limit’, call the credit card
company to receive an authorization number, which must be written on the slip
 Present completed credit card slip to the customer for their signature
 Compare signature on slip to that on card
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 Present customer with their receipt (middle section of credit card slip)
 Place remaining copies of slip into the cash drawer.
The process to use the EFTPOS system to process credit card payments is as follows (or
some variation of it):
 The customer’s card is swiped at the terminal
 The account balance is then entered into the keypad – refer to individual
operator/instructional manual for more detail on this step
 The system then processes the credit card payment
 Once payment has been ‘approved’, the guest either signs for the transaction or
enters their PIN (Personal Identification Number)
 When signatures or PIN have been verified, the guest is issued with their receipt and
a copy of the slip/print-out is placed into the cash drawer of the register.

Process non common transactions

Paying by voucher
Some properties accept vouchers in full or part-payment for
food and beverage items and services purchased by the
customer.
Vouchers are common in some food and beverage outlets
that may be attached to hotels or other products and
services where package deals that include meals and drinks
have been negotiated.
The customer presents their vouchers to settle (or partially settle) their account.
When accepting payment by vouchers it is important you make sure the voucher is valid
and is being used in accordance with any conditions that may apply (for example, ‘dinner
only’, ‘food only’, ‘redeemable only in the dining room’).
Note:
 Customers do not receive cash as change. If they do not use the full value of their
voucher – the voucher is fully surrendered when tendered as payment
 Customers are required to pay for all items purchased above the value of their
voucher
 Customers are required to pay for all items not covered by the voucher.

Paying by personal cheque

Every property will have their own policy about accepting personal cheques.
Generally, most properties will not accept personal or business cheques as payment
unless prior arrangement has been made. This allows management to ensure the person
or business has sufficient funds to cover the cheque, and enables them to decide if they
will ‘take the risk’.

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Accepting payment by cheque may expose the property to loss if the check is dishonored
by the bank.
Some establishments will accept payment by check from regular customers. Management
will usually know where these people live or where they work to enable recovery of the
debt if the cheque is dishonored.

Paying by traveller’s cheque

Properties accepting traveller’s checks usually advertise
the fact that they do so. Properties are not legally
obliged to accept payment via traveller’s cheque.
If your property does accept traveller’s cheques, it is
critical the second signature is placed on the cheque
while you watch. Compare this to the first signature that
already exists on the cheque.
Any traveler’s cheque presented to you with two signatures already on it must be refused.
Foreign currency
Some properties are prepared to accept payment via foreign
currency.
Agreement must occur regarding the conversion rate before this
method of payment is accepted.
Generally the customer is required to convert the cash into local
currency and settle their account as per cash settlement.

Process gratuities
Customers may leave a tip for service staff in appreciation of good service.
Tips are also known as ‘gratuities’.
Most properties have internal rules dictating how tips are dealt
with. Two basic options exist:
 Individual staff keep all tips they receive – there is no sharing
of tips with other staff
 All tips are pooled into a central pool of money and then
shared amongst all staff according to a pre-determined
percentage. In this option kitchen staff and beverage
attendants may share in tips given to food and beverage
attendants.

Issue change and receipts

When dealing with money it is extremely important to manage the process in a
professional and ethical manner.
For some customers from foreign countries, they may not be familiar with the currency
itself, service charges, taxes and tipping guidelines which may be straightforward for a
local resident.
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As an ethical staff member it is important to:
 To charge the correct amount for a sale
 To return change automatically. It is at the discretion of the customer if a gratuity is
given.
 Provide a receipt and explanation of charges if required
 Remind customers to collect their change
 Accurately record all transactions and store money securely.

5. Carry out reconciliation of taking accurately and report errors to

supervisor

Now that the operational aspect of the shift has been completed and the outlet looks
clean and the reports have been prepared, it is now the priority to close off the financial
transactions for the day and to safely and securely transport all payments and
corresponding paperwork to the appropriate location.
Reconciling takings is the process where staff are required to match actual physical
takings, both cash and non cash received, against the takings recorded in recording
machines, being computers or cash registers.

Ensure security of cash

Before you start to commence the reconciliation process it is important to secure the
takings. As you will be required to handle cash, normally in large amounts, during this
process, it is imperative it is conducted in a secure area.

During reconciliations
All cash register reconciliations must be done in a secure location to deter and guard
against theft or robbery.
It would be inappropriate, for security reasons, for reconciling to take place in front of
guests or in an open space that poses a security risk.
Most properties will have a set time and location as to when and where reconciling will
take place, and may even allocate a security staff member to accompany the cash drawer
to that location for counting.
All properties will have some set procedures for processing and balancing financial
transactions and it is vital for all staff members to be familiar with and adhere to these
specific organizational procedures. If you are unsure about any aspect of the procedure
then ask your supervisor.

Other cash security practices

To further protect cash on the premises, a property may require:
 All cash moved within the property to be moved by
two people
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 Cash registers never to be left unattended
 All takings to be secured in a designated safe
 Removal of large amounts of cash from registers during trading times and the
movement of this cash to a safe.

Determine register/point-of-sale terminal readings

As previously mentioned, the reconciliation process is determined to compare actual
takings against takings recorded in equipment such as computers, through the use of
industry specific software and cash registers or cash drawers.
The first step is to determine what takings the electronic equipment has recorded.

Obtaining the register/terminal reading

Cash registers are the most common equipment used in food and beverage outlets and
therefore is the focus of this section. It is important to note that organisations may use a
variety of software programs which perform similar reconciliation functions.
The majority of properties use cash register/terminal systems that have the capacity to
provide an ‘X’ or a ‘Z’ reading.
An ‘X’ reading provides a reading/report on all the financial transactions processed
through the cash register/terminal during the shift or day.
A ‘Z’ reading provides a final report on all the financial
transactions that have been processed through the
register/terminal during the shift or day, and this reading
also clears the register’s memory of those transactions,
leaving the register ready for the next day’s/shift’s
transactions.
A ‘Z’ reading zeroes the register. An ‘X’ reading does not
zero the register/reading.
Keys are required to access the ‘X’ and ‘Z’ read facilities.
Sometimes these keys are left in the register all the time,
and sometimes management has sole control over these
keys.
If the keys are left in the register, you should never use
them to read the register unless performing
reconciliation. Your action in reading the register will be
recorded on the audit roll and management may
misinterpret your interest in the takings as being
connected to fraudulent activity.

‘Z reading’
Some properties have a standard procedure of zeroing the cash register at the end of
every day or every session’s trading.
This means the amount shown on the audit tape when the register is read represents the
actual sales for that period and that period only. This is called a ‘Z’ reading.

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Where registers are zeroed each day, the last reading imprinted on the audit roll should
be 0000.00 to prove the register has been zeroed at the end of trade, and the first reading
on the tape for the next day should also be 0000.00 to prove (for that session) that the
register had been re-set to zero before trade commenced.

‘X reading’
In other situations, properties run a cumulative total on the cash register.
This means the total on the cash register is never zeroed.
The takings from every session accumulate and the total increases every session or shift.
In order to calculate the takings for today’s session, therefore, you need to know the total
from the previous session. Deducting the previous total from the current total gives the
amount that should be in the cash register (that is, the ‘expected takings’).
This is called an ‘X’ read.
Many properties use this ‘cumulative total’ approach to register readings as it makes it
more difficult for staff to identify what the takings are, and this can help deter thieves.

Separate cash float from takings

The second step of the reconciliation process is to count the ‘actual’ takings for the
service period.
To do this, what we must first do is to count out and remove the cash float from the cash
drawer.

Cash float slips

Organizations may use a ‘Cash Float Slip’ to assist with counting and removing the float
from the takings.
This slip allows the person reconciling the takings to count out the coins and notes for the
float and keep a tally as they count.
Sometimes there will not be enough of a particular coin, or note, to make up the float
exactly as required. In such cases, you may have to exchange money between the cash
drawer and the establishment’s safe. Only authorised staff members will have access to
the safe.
Once the float has been established, you must then put the float back into
the cash drawer or into the safe. You may be required to sign the float out
when it is returned to the office or placed in the safe.
The remaining money can now be counted to establish the ‘actual’ takings.

Determine cash and non-cash payments

The ‘Cash Summary’ sheet

A ‘Cash Summary Sheet’ is used to assist with recording the takings from an individual
register/terminal. As mentioned, this sheet may be combined with a ‘Shift Summary’.
The Cash Summary sheet is used to record the cash takings and non-cash takings from
each register every time the register is balanced. It contains space for you to write in:
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 The amount of cash by different denominations for coins and notes
 The type and amount of non-cash takings
 The register reading (where a ‘Z’ reading is done) or readings and totals (where an ‘X’
reading is done)
 Any discrepancy or variance between expected takings/cash and actual takings/cash
 The date, number and location of the register/terminal to which the figures relate.

Determine cash payments

When the float has been removed, start counting the coins beginning with the lowest
denomination.
Coins are placed into appropriate coin bags and the total amount of bagged coin is
documented on the Cash Summary Sheet.
Next count the notes.
Notes should be separated into different note denominations
and positioned so they all face the same way, and the same way
up. Then, the different note types are bundled into wads of ten
notes.
Each wad/bundle of ten should then be folded in half and secured with a rubber band.
Continue this process, counting and bundling notes into bundles of ten, until all notes
have been counted. Any notes that could not be bundled into tens, should then be
bundled together.
Once all notes have been counted and placed into individual bundles, count the individual
bundles, plus any loose notes, to arrive at a total amount for each note type.
Again, the total amounts should then also be entered onto the Cash Summary Sheet.
Once all cash (notes and coins) has been counted, tally up all non-cash payments.

Determine non cash payments

All vouchers and coupons should be added up and the total amount entered against the
appropriate line on the Cash Summary Sheet.
All credit card payments should be added up and the total amount entered on the Cash
Summary Sheet, too.
All EFTPOS cash transactions are added up, receipt numbers noted, and the total
EFTPOS amount entered on the Cash Summary Sheet.

Balance actual revenue against expected revenue

Determining the final balance

Once all cash and non-cash payments have been calculated and the amounts entered on
the Cash Summary Sheet, you then compare these individual amounts against the
register reading.

143 Date Developed: Document No. FBSNCII - 001

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Food and Beverage Services NCII Date Revised: PCDS
May 2015
“Provide Food & Beverage Services to Developed by:
Guest” ROMIE B. LACADEN REVISION # OI
A ‘Z’ reading will provide a comprehensive listing of the different cash and non-cash
financial transactions processed, and an overall total amount for all transactions for that
shift or day.
It is your responsibility to determine whether or not the amount of money, cash and non-
cash, actually counted matches the expected takings total.
This reconcilation process is at the heart of balancing the takings,
To physically balance the takings, you should first add up the Cash Summary Sheet to
arrive at individual balances for all cash and non-cash transactions, and to arrive at an
overall ‘Grand Total’ balance for the period from that register/terminal.
These figures should then be compared with the appropriate figures as found on the audit
roll reading.
Where the figures match, the register has balanced. This means the cash register takings
‘balance’ against the expected takings figure.

Identify discrepancies/variations
However, there will be times when the takings, cash and non-cash payments, do not
match the figures stated on the reading/audit roll.
When this occurs, there is a discrepancy or ‘variance’. Actual takings are either ‘over’ the
audit roll amount or the expected takings figure or ‘under’ it. This can also be known as
‘overs and unders’.
On completion of the Cash Summary Sheet you will be required to sign it.

Investigate and, where possible, resolve differences

Your responsibilities may involve investigating the reason for
any variances that are identified, or you may simply be
required to forward all the money and accompanying
paperwork to the supervisor or office for them to investigate
and resolve.
To locate the cause of a discrepancy, the following steps
may be of assistance.
 Recount the coins and notes to confirm their totals are correct
 Recount the non-cash transactions to confirm their totals are correct
 Recalculate figures on the Cash Summary Sheet to ensure the problem is not an
arithmetic one
 Check for any over-rings. An over-ring happens when a staff member accidentally
rings up an amount on a cash register, and no payment is received. Usually, most
establishments require their staff to insert ‘Over-ring slips’ into the cash register when
these occur to explain why and when the over-ring happened, and who did it. Over-
rings must be taken into consideration when balancing the takings.

Report variations as required by host organization policy

Sometimes, no matter how hard you try, the causes of discrepancies cannot be found.

144 Date Developed: Document No. FBSNCII - 001

CBLM May 2015 Issued by:
Food and Beverage Services NCII Date Revised: PCDS
May 2015
“Provide Food & Beverage Services to Developed by:
Guest” ROMIE B. LACADEN REVISION # OI
When this happens, note the discrepancy, whether over or under, on the Cash Summary
Sheet and bring the matter to the supervisor’s attention for further investigation.

Record takings

The Daily Takings sheet

A Daily Takings Sheet is the form used to record the
takings where revenue is obtained from more than one
cash register in a service area.
Relevant details from individual Cash Summary sheets are
transcribed onto this sheet to provide an overview of total
takings from the area.
When completing this sheet ensure:
 Day and date are recorded
 Special circumstances that may have impacted on sales are also added
 Separation of takings is accurate – cash, credit cards, vouchers, complimentaries,
discounts, refunds, allowances etc
 Overs and unders are recorded
 All sources of revenue from every register are recorded
 Your name/signature is added.

Forward cash and documentation for further processing

Now that the reconciliation is complete, the final step is to safely transport the cash and
documentation to the desired location. This is different for different outlets. At times you
may be required to arrange security to accompany you to the central location or you may
be required to handover to an appropriate person.
In many cases, you are to supervise that the cash and the documentation is stored
together in a secure package, which has been signed off by yourself to clearly state when
you have ceased control of the package. This package is normally locked to protect its
contents.

145 Date Developed: Document No. FBSNCII - 001

CBLM May 2015 Issued by:
Food and Beverage Services NCII Date Revised: PCDS
May 2015
“Provide Food & Beverage Services to Developed by:
Guest” ROMIE B. LACADEN REVISION # OI
 Task Sheet 4.5-2
It is a requirement of this Unit that you complete Work Projects as advised by your
Trainer. You must submit documentation, suitable evidence or other relevant proof of
completion of the project to your Trainer by the agreed date.
6.1 To fulfil the requirements of this Work Project you are asked to research how to
receive and accurately check cash float including:
 Counting a cash float
 Prepare register
 Prepare associated items.
6.2. Research how to open and close cash register using manufacturer specifications
including:
 Secure money and documentation during trade.
6.3. Research how to use cash register according to standard enterprise procedures
including:
 Establish, update and finalize customer accounts
 Produce customer account and present for payment.
6.4. Research how to issue receipts according to standard enterprise procedures
including:
 Process cash payments
 Process non-cash transactions
 Process non common transactions
 Process gratuities
 Issue change and receipts.
6.5 Research how to carry out reconciliation of takings accurately and report errors to
supervisor, including:
 Ensure security of cash
 Determine register/point-of-sale terminal readings
 Separate cash float from takings
 Determine cash and non-cash payments
 Balance actual revenue against expected revenue
 Identify discrepancies/variations
 Investigate and, where possible, resolve differences
 Report variations as required by host organization policy
 Record takings
 Forward cash and documentation for further processing.

146 Date Developed: Document No. FBSNCII - 001

CBLM May 2015 Issued by:
Food and Beverage Services NCII Date Revised: PCDS
May 2015
“Provide Food & Beverage Services to Developed by:
Guest” ROMIE B. LACADEN REVISION # OI
 Performance Checklist for
Task Sheet 4.5-2
Receive and accurately check cash float:
 Counting a cash float
 Prepare register
 Prepare associated items.
Open and close cash register using manufacturer specifications:
 Secure money and documentation during trade.
Use cash register according to standard enterprise procedures:
 Establish, update and finalize customer accounts
 Produce customer account and present for payment.
Issue receipts according to standard enterprise procedures:
 Process cash payments
 Process non-cash transactions
 Process non common transactions
 Process gratuities
 Issue change and receipts.
Carry out reconciliation of takings accurately and report errors to supervisor:
 Ensure security of cash
 Determine register/point-of-sale terminal readings
 Separate cash float from takings
 Determine cash and non-cash payments
 Balance actual revenue against expected revenue
 Identify discrepancies/variations
 Investigate and, where possible, resolve differences
 Report variations as required by host organization policy
 Record takings
Forward cash and documentation for further processing.

147 Date Developed: Document No. FBSNCII - 001

CBLM May 2015 Issued by:
Food and Beverage Services NCII Date Revised: PCDS
May 2015
“Provide Food & Beverage Services to Developed by:
Guest” ROMIE B. LACADEN REVISION # OI
 Learning Outcome # 6 Conclude food service and
close down dining area

CONTENT:

1. Different Food service styles

2. General service principles
3. Sequence of service
4. Handling guests with special needs
5. Wine knowledge and service
6. Banquet service
7. Food safety principles

ASSESSMENT CRITERIA:

1. Soiled dishes are removed when guests are finished with the meal.
2. Food scraps are handled in accordance with hygiene regulations and enterprise procedures.
3. Equipment are cleaned and stored in accordance with hygiene regulations and enterprise
procedures.
4. Tables are cleared, reset and made ready for the next sitting when guests are finished with the
meal.
5. Guests are thanked and given a warm farewell.
6. Electrical equipment are turned off where appropriate.

CONDITIONS:

Student/ trainee must be provided with the following:

Cash Payment Non-cash payments Receipts Issue

 Payment in notes and coins  Debit and credit cards  Issuing receipts via cash
 Payment in a foreign  Checks (Personal, business, register/terminal
currency travelers)  Issuing hand written receipt
 Calculating currency  In-house vouchers  Complying with legal
exchange rates  Charges to company requirements of host
accounts country to provide receipt

METHODOLOGY ASSESSMENT METHOD:

 Modular (self-paced)  Interview (oral/ questionnaire)
 Electronic learning  Observation
 Industry Immersion  Demonstration of Practical Skills
 Film viewing  Written examination
 Demonstration
 Discussion

148 Date Developed: Document No. FBSNCII - 001

CBLM May 2015 Issued by:
Food and Beverage Services NCII Date Revised: PCDS
May 2015
“Provide Food & Beverage Services to Developed by:
Guest” ROMIE B. LACADEN REVISION # OI
 Learning Experiences / Activities

Learning Outcome # 6

Conclude food service and close down dining area

Learning Activities Special Instructions

This Learning Outcome deals with the development

of the Institutional Competency Evaluation Tool
which trainers use in evaluating their trainees after
finishing a competency of the qualification.

Go through the learning activities outlined for you on

the left column to gain the necessary information or
knowledge before doing the tasks to practice on
performing the requirements of the evaluation tool.

The output of this LO is a complete Institutional

Competency Evaluation Package for one
Competency of Food and Beverage Services NCII.
Your output shall serve as one of your portfolio for
your Institutional Competency Evaluation for
Provide food and beverage services to guests.

Feel free to show your outputs to your trainer as you

accomplish them for guidance and evaluation.

This Learning Outcome deals with the development

of the Institutional Competency Evaluation Tool
which trainers use in evaluating their trainees after
finishing a competency of the qualification.

Go through the learning activities outlined for you on

the left column to gain the necessary information or
knowledge before doing the tasks to practice on
performing the requirements of the evaluation tool.

After doing all the activities for this LO6: Conclude

food service and close down dining area; you
are ready to proceed to the next LO7: Manage
intoxicated persons.

149 Date Developed: Document No. FBSNCII - 001

CBLM May 2015 Issued by:
Food and Beverage Services NCII Date Revised: PCDS
May 2015
“Provide Food & Beverage Services to Developed by:
Guest” ROMIE B. LACADEN REVISION # OI
 Information Sheet 4.6-1

Conclude food service and close down dining area

Close down food service area

1. Store and/or prepare equipment for the next service, in accordance

with enterprise procedures

At the end of service the room must be serviced to make it partially ready for the next
shift.
The procedures can include:
 Clearing, cleaning, tidying, dismantling equipment, storing furniture and turning
various items of equipment off
 Reading the registers/POS terminals and reconciling the takings as well as securing
the takings and all relevant documentation
 Preparing the area for the next session by setting up for the next service which may
including ordering stock and stowing stock away as required ready for the next
session
 Holding a debriefing session to review and evaluate the service session that has
just been finalised
 Handing over the room to the next shift.

Storing and preparing equipment

As previously mentioned, there are various pieces of equipment and different service
items that must be prepared, cleaned, maintained and attended to before and during a
shift.
At the end of the shift, specific and regular tasks may be required. These pieces of
equipment and items may need to be:
 Cleaned and left out ready for the next shift Cleaned and stored away ready for
use some time in the future
 Turning off specified electrical items or adjusting them in line with house
requirements.
1337: Close down food service area
Equipment and other items that may require such attention includes:
 Coffee machines
 Tea making
facilities
 Bain-maries
 Toasters
 Menus and wine lists
 Condiments and sauces
 Cutlery
 Crockery
 Glassware
 Linen.
All equipment and items must be cleaned in accordance with manufacturer’s instructions.
Refer to these instructions for specific directions in every instance.

150 Date Developed: Document No. FBSNCII - 001

CBLM May 2015 Issued by:
Food and Beverage Services NCII Date Revised: PCDS
May 2015
“Provide Food & Beverage Services to Developed by:
Guest” ROMIE B. LACADEN REVISION # OI
All storage must occur in accordance with establishment standards which may include:
 Ensuring staff and equipment safety in accordance with identified risk management
procedures and OHS responsibilities
 Ensuring all items are cleaned before storage. No item should be stored in an
unclean condition. This can attract pests, delay the use of the item when it is
needed and make it harder to clean at a later date
 Ensuring that food-related items are protected from contamination
 Making sure items are returned to their nominated locations so that other staff will
know where they are when these items are needed
 Checking individual items as part of the storage process. Where you identify an item
that is unsafe, not working properly or is damaged, you should notify your
supervisor
Checks may also include:
 Refilling salt and pepper shakers
 Filling up drinking straw containers
 Refilling tooth pick containers
 Cleaning items individual items.
134
Element 7: Close down food service area
2. Clear, clean or dismantle area in accordance with enterprise
procedures and safety requirements

Once equipment and other items are cleaned and stored correctly, the focus now is on
ensuring the work area is clean, tidy and hygienic. Whilst Section 1 of this manual
describes a range of tasks to undertake to get an area ready for service, none of these
can take place unless the work area itself is clean and tidy.

Clearing and cleaning

Various areas in a restaurant need to be cleaned, cleared or dismantled at the end of
service sessions.
These procedures must be completed in accordance with establishment standards and
comply with all safety requirements.
Sometimes cleaning staff perform these functions and sometimes waiting and bar staff
do.
In some cases, these tasks are completed at the end of the shift, and in other cases, the
duties are left until the start of the next shift.
Some of those areas may include:
 Stripping tables – including removal of all table items, and the tablecloth. Part of this
process may include checking the seats of chairs to ensure they are clean and
tidying the area immediately around each table. In some cases you may be
required to put the chairs on the tables to facilitate a full clean of the floor by
cleaners
 Around the coffee machine where coffee grounds and spillage are common, and
there is normally a need to do a general ‘clean and tidy’. Where required,
replacements and top-up of items such as coffee, sugar, crockery etc. should
occur
 The waiter’s stations – to clean and replenish supplies
 Laundry areas – in cases where service staff are responsible for laundering of the
dining room/bar linen they may have basic cleaning and tidying responsibilities
including checking levels of chemicals and linen supplies
151 Date Developed: Document No. FBSNCII - 001
CBLM May 2015 Issued by:
Food and Beverage Services NCII Date Revised: PCDS
May 2015
“Provide Food & Beverage Services to Developed by:
Guest” ROMIE B. LACADEN REVISION # OI
  Kitchen food service area. The tasks here should be restricted to service-related
activities such as refilling condiments, tidying, replacing used items back into this
area
 Restroom facilities. Commonly the primary responsibility for cleaning this area
belongs to the cleaners but waiting staff may have end of shift duties such as:
 Checking to make sure no patrons remain in these areas after the
premises have closed
 Checking to see if any items have been left there
 Checking to identify damage or cleaning needs that demand immediate
action.
 Replenishment of toilet supplies, as appropriate
Furniture – basic requirements may include:
 Relocating tables and chairs to their ‘original’ position. Note that some properties
simply leave tables and chairs as they are and do not relocate them until the
seating plan for the next session is developed
 Taking table tops of tables. Where the venue adds table tops tables, it is a standard
requirement that these table tops are removed and stored at the end of the
session
 Removing extra chairs that have been brought in. A dining area that normally seats
80 may have had an additional 6 chairs brought in for a session to cater for special
needs. These 6 chairs have to be put back where they were taken from
 Removing high chairs. Where patrons have requested a high chair it is standard
practice to replace these chairs back into storage
 Fixtures and fittings. A check on these should be made which may include:
Checking for damage
 Watering plants as required
 Clearing papers or rubbish and used glasses etc.
 Windows and doors – spot cleaning as required and checking to ensure
they are closed and locked
 All floor areas – picking up loose rubbish and checking to identify areas
that require special attention
 Displays – including re-stocking display items and securing items
 Guest waiting area and reception – spot cleaning and tidying
 Garbage area – removing garbage from internal rubbish bins and replacing bin
liners. As mentioned above:
 Where you identify an item that is unsafe, not working properly or is
damaged, you should notify the appropriate person
 Clearing and cleaning duties should incorporate other checks such as OHS
checks, security checks, safety inspections to save time.136
Element 7: Close down food service area
Dismantling items
Where necessary, staff may be required to dismantle:
 Post-mix stations – for cleaning
 Espresso machines – for cleaning
 Table tops – to return table tops top storage
 Bain-maries – for cleaning.

Storing cleaning equipment away after use

After cleaning duties have been completed, all cleaning items, equipment and chemicals
must be stored away in the appropriate place so that others can use them when required.
152 Date Developed: Document No. FBSNCII - 001
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Food and Beverage Services NCII Date Revised: PCDS
May 2015
“Provide Food & Beverage Services to Developed by:
Guest” ROMIE B. LACADEN REVISION # OI
Usually items will simply be replaced back to the area from where they were obtained.
Things to note when storing items away after cleaning tasks include:
 Stowing items neatly and tidily. Don’t just throw items into a room. Treat them with
care and respect and ensure they are easy for the next user to get at
 Checking the equipment for faults or damage. Where items are not working properly
this must be reported immediately to your supervisor so that arrangements for
repair, or some other alternative, can be made. Special attention must be paid to
electrical equipment
 Cleaning the equipment used. This can include:
 Emptying vacuum bags
 Emptying the tanks of wet vacuum cleaners
 Wiping down exterior surfaces
 Drying equipment, where appropriate
 Washing and sanitising mops and hanging them out to dry
 Cleaning brooms

 Checking supply level of cleaning chemicals. Notify your supervisor where

supplies of these are running low. You may be required to complete a requisition
for these, or you may be expected to obtain the necessary supplies for the store
room

 Checking supplies of cleaning materials such as cloths, trigger spray bottles,

cleaning pads, scourers, protective gloves and obtaining what is required.
137
Element 7: Close down food service area
3. Set up area correctly for the next service, in accordance with
enterprise procedures and requirements

At the end of each shift, the dining area may need to be set up for the next shift:
sometimes this is left for the next shift to do.
As mentioned, Section 1 of this manual will detail the majority of steps undertaken to
prepare for an upcoming shift, so they won’t be repeated in this section.
Set up may involve minimal work if the next shift is going to be serving guests with the
same or similar type or style of menu and floor plan, however setting up for the next shift
may involve a great deal more effort and time if the type of service or style of menu is
different.
Therefore there may be some activities that have not been mentioned that need to take
place, especially if the next service offering is different to the one that has just finished.

Setting up for a breakfast shift

Sometimes the evening shift service staff will have to partially set up for the breakfast shift
the following morning.
This may include having to:
 Re-lay all tables and set covers for a breakfast menu
 Place breakfast menus on tables or at other designated locations in the room
 Place sealed portion-control condiments (such as sugar, jam and honey) on to
service areas or customer tables
 Set up the breakfast buffet with the appropriate equipment, displays and non-
perishable food items such as cereals etc.
 Re-stock refrigerated and non-refrigerated items that will be needed to service the
153 Date Developed: Document No. FBSNCII - 001
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Food and Beverage Services NCII Date Revised: PCDS
May 2015
“Provide Food & Beverage Services to Developed by:
Guest” ROMIE B. LACADEN REVISION # OI
 breakfast menu.

Element 7: Close down food service area

Setting up for a function
Sometimes staff may have to set up the dining area for a function.
These requirements will vary depending on the type and style of menu, service style, and
other requirements to meet the demands of the client for the function.
A ‘Function Sheet’ should be used to direct activities which may include a need to:
 Rearrange all tables and chairs
 Set covers on tables according to the menu
 Set up a buffet and equipment needed to service it
 Stock specific food and beverage items
 Clear an area for entertainment or displays.

Enterprise procedures and requirements

Regardless of the set up activities that are taking place, it is essential that any
organisational procedures and policies be followed by all staff. Whilst these will vary for
different organisations and for different shifts, some common requirements include:
 Ensuring safety of premises and furniture, equipment etc.
 Preserving food safety
 Ensuring security of the premises during set up. Most premises are closed to the
public during these preparation times but need to open as required to allow access
by suppliers to the area. This need for access obviously has the potential to
jeopardise security so special attention needs to be paid to security at these times
 Following identified sequences for room preparation. Properties will normally have a
staged way of setting up a room so following the identified procedures is a
necessity
 Communicating with others to integrate total property needs
 Completing necessary documentation such as requisitions forms, ‘change required’
slips, maintenance requests etc.
 Adhering to imposed labour budget restrictions such as making sure that certain
staff knock off when required as opposed to dragging out their work time to gain
extra pay.
139
Element 7: Close down food service area
4. Review and evaluate services with colleagues, where appropriate,
identifying possible improvements

It is recommended that there is a debriefing session at the completion of every service

session.
The debriefing is a short meeting (5 – 10 minutes) where management and staff can
review and evaluate the previous session with a view to congratulating staff on their work
and effort, and identifying areas where improvements to service can occur.

Reviewing and evaluating the service session

Prime concerns at this meeting should be:

154 Date Developed: Document No. FBSNCII - 001

CBLM May 2015 Issued by:
Food and Beverage Services NCII Date Revised: PCDS
May 2015
“Provide Food & Beverage Services to Developed by:
Guest” ROMIE B. LACADEN REVISION # OI
  Communication between food and beverage staff
 Communication between food and kitchen staff
 Cooperation between staff in all food and beverage areas
 Integration of service between food and beverage staff.

The supervisor leads the session. Where the food and beverage staff have separate
supervisors, the two supervisors conduct the debriefing jointly and:
 Congratulate staff on work that has been well done during service. This can be
generic in nature or it may single out individual staff who performed really well
 Highlight and lead discussion on problems and issues that arose with a view to
determining what went wrong and how a similar event can be avoided in the future
 Provide the staff with feedback from their perspective of how the session went.
Provide feedback they have captured from others such as customers,
management or other departments
 Review the quality of service delivery provided with a view to identifying changes
that could lead to possible improvements in service delivery
 Encourage staff to identify issues of concern to them, including identification of
problems they have found with equipment, suspicious persons, procedures that
are not working effectively, lack of cooperation etc.
 Present issues and details of what can be expected in the next session such as pre-
warning staff about a function, a revised starting time for the next shift, expected
customer numbers, proposed special events etc.
 Thank staff for their efforts and contribution.
140
Element 7: Close down food service area
5. Provide handover to incoming colleagues and share any relevant
information

A handover is a situation where the department remains open but the staff working in that
department change.
While it is uncommon and often inadvisable for all the staff to change when there is a
handover (as it is best if there is some continuity of staff) this situation can sometimes
occur, especially where there is only one staff member running a department.

Providing handover
There may be times when a shift has to be handed over to an incoming colleague.
During such times, all relevant information should be shared with incoming staff.
The intention should be to achieve the handover without the guests even being aware that
it has happened, or with minimal disruption to them.
The only allowable departure from this is where you have developed a special relationship
with guests, and it seems appropriate to say “goodbye” to them. In these cases, not to do
so may be interpreted as being rude and impersonal.
It is imperative that the flow of service continues.

Pre-handover checks
Prior to doing a handover, the outgoing shift should ensure:
 The department is clean and in good order. This includes all areas including floors,
counters, desks, equipment
 Available stock has already been put away – new, incoming staff should not be
155 Date Developed: Document No. FBSNCII - 001
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May 2015
“Provide Food & Beverage Services to Developed by:
Guest” ROMIE B. LACADEN REVISION # OI
 responsible for this unless there has been an extremely busy session that has
prevented outgoing staff from doing this
 Where the department handles cash payments, there must be change in the
register sufficient for the next shift to at least start their shift without experiencing a
shortage of change. Where necessary change should be ordered to supplement
what is already there.
Element 7: Close down food service area
Sharing relevant information
Information that may need to be addressed and passed on could include:
 Status of the customer’s orders and service – what’s been served, where they are
up to, what’s happening in the kitchen or bar in relation to the order. Incoming staff
need to be briefed, for example, on what Table 4 has ordered, what has been
served so far and how long it has been since their last course was cleared
 Availability of beverage products and supplies – what is running low, what has run
out, how many serves of XYZ there are, including what action (if any) has been
taken to secure extra supplies
 Changes or alterations to the menu. This should include sharing details about
today’s specials, items that have been added at the last minute or just for today
including items that the kitchen wants promoted
 Any customer complaints – who has complained and about what, any complaints
that seem to be part of a trend and information about what action has been taken
in response to these complaints
 Roles for incoming staff members so that individual workers know exactly what they
are to be doing for the upcoming shift. For example are they doing food?
Beverage? Both? Acting as runners? Accepting payment? Which station are they
working?
 Information about specific pieces of equipment or utensils with attention to issues
such as malfunctions, damage or lack of equipment

Discussing financial transactions including identification of:

 Who has already paid
 Tables/guests where advanced deposits have been received
 Any guests who have indicated that they alone and no- one else at the table are to
get the account
 People who may be dining on vouchers Guests who are in-house guests and
can be expected to charge to their rooms
 Tables where accounts have been presented but not yet paid The status of every
account or table in the room.
142
E

156 Date Developed: Document No. FBSNCII - 001

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Food and Beverage Services NCII Date Revised: PCDS
May 2015
“Provide Food & Beverage Services to Developed by:
Guest” ROMIE B. LACADEN REVISION # OI
 Task Sheet 4.6-1
Work Projects
It is a requirement of this Unit that you complete Work Projects as advised by your
Trainer. You must submit documentation, suitable evidence or other relevant proof of
completion of the project to your Trainer by the agreed date.
7.1 To fulfil the requirements of this Work Project you are asked to research how to
store and/or prepare equipment for the next service, in accordance with enterprise
procedures, including:
 Storing and preparing equipment.

7.2. Research how to clear, clean or dismantle area in accordance with enterprise
procedures and safety requirements, including:
Clearing and cleaning Dismantling items Storing cleaning equipment
away after use.

7.3. Research how to set up area correctly for the next service, in accordance with
enterprise procedures and requirements, including:
Setting up for a breakfast shift Setting up for a function Enterprise
procedures and requirements.

7.4. Research how to review and evaluate services with colleagues, where appropriate,
identifying possible improvements, including:
Reviewing and evaluating the service session. 7.5 Research how to provide
handover to incoming colleagues and share any relevant
information, including: Providing handover.
143

Element 7: Close down food service area

Performance Checklist for

Task Sheet 4.6-2

Close down food service area

Store and/or prepare equipment for the next service, in accordance with enterprise
procedures
Storing and preparing equipment.
Clear, clean or dismantle area in accordance with enterprise procedures and safety
requirements
Clearing and cleaning
Dismantling items
Storing cleaning equipment away after use.
Set up area correctly for the next service, in accordance with enterprise procedures and
requirements
157 Date Developed: Document No. FBSNCII - 001
CBLM May 2015 Issued by:
Food and Beverage Services NCII Date Revised: PCDS
May 2015
“Provide Food & Beverage Services to Developed by:
Guest” ROMIE B. LACADEN REVISION # OI
 Setting up for a breakfast shift
Setting up for a function
Enterprise procedures and requirements.
Review and evaluate services with colleagues, where appropriate, identifying possible
improvements
Reviewing and evaluating the service session.
Provide handover to incoming colleagues and share any relevant information
Providing handover.
144

Presentation of written work

158 Date Developed: Document No. FBSNCII - 001

CBLM May 2015 Issued by:
Food and Beverage Services NCII Date Revised: PCDS
May 2015
“Provide Food & Beverage Services to Developed by:
Guest” ROMIE B. LACADEN REVISION # OI
Recommended reading

Counihan. C. & Van Esterik, P., 2112 (3rd ed’n), Food and culture – a reader, Routledge,
NY

Cousins, J., 2010, Essential food and beverage service for levels 1 and 2, Hodder
Education, London

Dahmer, S.J. & Kalh, K.W., 2009 (2nd ed’n), Restaurant service basics, John Wiley &
Sons, Hoboken, N.J

Davis, B. & Stoner, S., 2012 (5th ed’n), Food and beverage management, Routledge, New
York

Davis, B. 2012 (5th ed’n), Food and beverage knowledge, Routledge, NY

Hering, R., 1994 (13th ed’n), Hering's dictionary of classical and modern cookery and
practical reference manual for the hotel, restaurant and catering trade: brief recipes,
professional knowledge concerning wine, cocktails and other drinks, menu knowledge
and table service, Virtue, London

Lillicrap, D.R., Cousins, J. & Smith, R., 2010 (8th ed’n), Food and beverage service,
Hodder Education, London

McVety, P.J., 2009 (3rd ed’n), Fundamentals of menu planning, John Wiley & Sons,
Hoboken, NJ

Powers, T. & Barrows, C.W. & Reynolds, D., 2012 (10th ed’n), Introduction to
management in the hospitality industry, Wiley, Hoboken, N.J

Rey, M.A. & Wieland, F., 2012 (4th ed’n), Managing service in food and beverage
operations, Educational Institute of the American Hotel & Lodging, Lansing, Mich

Schaefer, J.J., 2011, Serving people with food allergies: kitchen management and menu
creation, CRC Press, Boca Raton, FL

SmallPrint, 2008, (Version VC6), SITHFAB011A: Develop and update food and beverage
knowledge, SmallPrint, Australia

159 Date Developed: Document No. FBSNCII - 001

CBLM May 2015 Issued by:
Food and Beverage Services NCII Date Revised: PCDS
May 2015
“Provide Food & Beverage Services to Developed by:
Guest” ROMIE B. LACADEN REVISION # OI
 COMPETENCY ASSESSMENT TOOL

Evidence Plan
Competency
standard:
FOOD & BEVERAGE SERVICES NC II
Unit of Provide food and beverage service
competency:

Ways in which evidence will be collected:

Observation & Questioning

[tick the column]

Third party Report

Demonstration&
Questioning

Portfolio

Written
The evidence must show that the trainee…

 The trainee must know how to deliver food items and cleaning
food service areas according to establishment standards.
 The trainee must know to communicate and interpersonal
skills according to establishment standards.
 The trainee must know the roles and responsibilities of the
food service team according to establishment standards.

 The trainee must know how hygienic and appropriate personal

presentation according to establishment standards.

 The trainee must know legislative on OH & S.

NOTE: *Critical aspects of competency

160 Date Developed: Document No. FBSNCII - 001

CBLM May 2015 Issued by:
Food and Beverage Services NCII Date Revised: PCDS
May 2015
“Provide Food & Beverage Services to Developed by:
Guest” ROMIE B. LACADEN REVISION # OI
 Demonstration with Questioning Checklist

Trainee name:
Trainer name:
Qualification: FOOD & BEVERAGE SERVICES NC II
Unit of competency: Develop and update food and beverage knowledge
Date of assessment:
Time of assessment:
Instructions for demonstration
Given the necessary tools, the candidate will be able to demonstrate, Developing and
updating food and beverage knowledge following standard procedures within 15 minutes.
 to show if
DEMONSTRATION evidence is
demonstrated

Yes No N/A
During the demonstration of skills, did the candidate:
 Demonstrated ability in communication skills according to
establishment standards and procedures.   

 Demonstrated ability plate carrying and clearing techniques in

accordance with establishment standards and procedures.   

 Demonstrated ability to establishment’s recycling requirements

standards and procedures.   

 Demonstrated ability in ordering and service procedures for

establishment’s standards and procedures.

 Demonstrated application of hygiene and safety principles

according to established standards and procedures.   

The candidate’s demonstration was:

Satisfactory  Not Satisfactory 

161 Date Developed: Document No. FBSNCII - 001

CBLM May 2015 Issued by:
Food and Beverage Services NCII Date Revised: PCDS
May 2015
“Provide Food & Beverage Services to Developed by:
Guest” ROMIE B. LACADEN REVISION # OI
Demonstration with Oral Questioning Checklist
DEVELOP AND UPDATE FOOD AND BEVERAGE KNOWLEDGE Yes No*

Obtain product information on food and beverages

1.1 Research general information on food and beverage products  
1.2 Identify information required to fulfil responsibilities of job role  
1.3 Develop and maintain product knowledge in line with job role and
 
responsibilities
1.4 Identify features of specific food and beverages which have potential
 
customer appeal
Provide customers with relevant food and beverage product knowledge
2.1 Offer advice on suitable combinations of foods and food and beverages where
 
appropriate
2.2 Provide assistance to customers on selection of food and beverage items
 
2.3 Respond courteously and authoritatively to customer questions in relation to
 
menus and drink lists
2.4 Provide advice on menu items that reflect the special dietary or cultural
 
requirements of customers
The trainee’s underpinning knowledge was:

Satisfactory  Not Satisfactory 

Feedback to trainee:

The trainee’s overall performance was:

Satisfactory  Not Satisfactory 

Assessor’s signature: Date:

162 Date Developed: Document No. FBSNCII - 001

CBLM May 2015 Issued by:
Food and Beverage Services NCII Date Revised: PCDS
May 2015
“Provide Food & Beverage Services to Developed by:
Guest” ROMIE B. LACADEN REVISION # OI
163 Date Developed: Document No. FBSNCII - 001
CBLM May 2015 Issued by:
Food and Beverage Services NCII Date Revised: PCDS
May 2015
“Provide Food & Beverage Services to Developed by:
Guest” ROMIE B. LACADEN REVISION # OI