KINGSLAND INSTITUTE OF NEW

ZEALAND

Diploma in Professional Cookery

MANAGE A FOOD AND/OR

BEVERAGE OPERATION IN A
COMMERCIAL HOSPITALITY
ENVIRONMENT

(Unit Standard: 22340)

Course Outline

2008
Lecturer: David LIN
1
Print Date 17-Oct-08
AIM OF SUBJECT
22340

Understanding
Students should be able to demonstrate that they understand

o How to communicate to staff the factors that affect customer service experience
o How to monitor the standard of customer service
o How to establish rapport with customers
o How to evaluate feedback from customers
o How to analyse and action problems with minimum disruption to customer service
o How to monitor staffing requirements
o How to facilitate staff feedback
o How to monitor staff training and development
o How to integrate new staff into an existing team
o Monitor and facilitate relations between staff members
o The consequences of non-compliance to legislative requirements
o How to evaluate revenue performance and cost control measures
o How to evaluate sales / cost relationship and sales mix in relation to profitability
o How to analyse composition of menu against revenue and customer feedback
o How to implement and evaluate sales and promotional activities
o How to monitor relations with suppliers
o How to monitor staff adherence to policies and procedures
o How to identify and respond to contingencies and unexpected situations

Skills
Students should be able to
o Communicate to staff the factors that affect customer service experience
o Monitor the standard of customer service
o Establish rapport with customers
o Evaluate feedback from customers
o Analyse and action problems with minimum disruption to customer service
o Monitor staffing requirements
o Facilitate staff feedback
o Monitor staff training and development
o Integrate new staff into an existing team
o Monitor and facilitate relations between staff members
o Evaluate revenue performance and cost control measures
o Evaluate sales / cost relationship and sales mix in relation to profitability
o Analyse composition of menu against revenue and customer feedback
o Implement and evaluate sales and promotional activities
o Monitor relations with suppliers
o Monitor staff adherence to policies and procedures
o Identify and respond to contingencies and unexpected situations

1
Print Date 17-Oct-08
CLASSES AND ORGANSIATION

The course runs for 9 weeks with 12 hours lectures per week and 24 hours
self-studies and research each week.

You are required to attend all lecturers and tutorials. It will be extremely
difficult for you to make up for lost time if you do not attend the tutorials. If you
are unable to attend any tutorial for any reason, you should advise the tutor or
the office secretaries in advance.

You will need to undertake extra hours of self-directed study. To complete this
entire course typically requires 180 hours of study time including tutorial time.

LECTURER

Lecturer David LIN

Email [email protected]

You are encouraged to talk to the tutor about any matters relating to the
course. The best ways to contact the tutor is to send an email, leave a
message on voice mail or arrange an appointment time during tutorials.

2
Print Date 17-Oct-08
Elements and Performance Criteria
element 1

Manage the customer interface in a food and/or beverage operation.

performance criteria

1.1 Factors that affect the customer service experience are communicated to staff in
accordance with establishment requirements.

Range: factors may include but are not limited to – establishment culture,
sequence of service, standards for service.

1.2 Standard of customer service is monitored to ensure the customer service experience is
maintained throughout the customer’s time in the establishment.

Range: standard of customer service includes but is not limited to – customer

interaction, service operation, sales and/or product promotion and/or
recommendation, team interaction.

1.3 Interactions of staff with customers enhance the customer service experience in terms of
establishing rapport to obtain feedback on quality of customer service.

1.4 Feedback from customers is evaluated to identify improvements in customer service in

accordance with establishment requirements.

Range: feedback may be formal or informal.

1.5 Problems from internal and external sources are analysed and actioned in accordance
with delegated authority and establishment requirements while minimising disruption to
operational and customer service requirements.

element 2

Manage the staff interface in a food and/or beverage operation.

performance criteria

2.1 Staffing requirements are monitored to ensure efficient operation to meet establishment
requirements for regular service, special requirements and functions.

Range: staffing requirements include but are not limited to – staffing numbers,
rosters, experience of staff, labour costs.

2.2 Staff feedback is facilitated to monitor team and operational performance and alignment
with the establishment culture requirements.

2.3 Staff training and development procedures are monitored to ensure staff potential is
maximised to meet establishment requirements.

2.4 Feedback from staff is sought on establishment’s operation to recommend improvements

in accordance with establishment requirements.

2.5 Integration of new staff into the existing team is monitored in terms of induction and on-
going team development.

2.6 Relationships between team members and/or internal customers are monitored and
facilitated to ensure efficient operation of the establishment in accordance with
establishment requirements.

3
Print Date 17-Oct-08
 Range: relationships may include but are not limited to – staff conflict, conflict
between work areas, manager and staff conflict.

element 3

Perform management responsibilities in a food and/or beverage operation.

performance criteria

3.1 Consequences of not complying with legislative requirements are identified in terms of
financial and operational impacts.

3.2 Departmental revenue performance and cost control measures are evaluated in relation to
operational benchmarks.

Range: benchmarks include but are not limited to – menu/beverage list analysis
and product contributions, ratio of food/beverage sales to total sales,
average spending power per customer, sales mix, payroll costs and
productivity ratio, stock turnover, sales per cover, rate of seat turnover,
sales per service personnel, contribution of physical floor space to
sales, pricing policies, non-material costs to total sales.

3.3 The effect of sales/cost relationships and sales mix on profitability is evaluated to
determine operational profitability.

3.4 The composition of the menu and/or beverage list is analysed against revenue and
customer feedback to maximise customer experiences, in accordance with establishment
requirements.

3.5 Sales and/or promotional activities are implemented and evaluated to enhance operational
profitability in accordance with establishment requirements.

3.6 Staff relationships with suppliers are monitored to maintain operational efficiency in
accordance with establishment requirements.

3.7 Adherence (by staff to establishment policies and procedures is monitored to ensure
operational efficiency and maintenance of quality of service.

3.8 Contingencies and unexpected situations are identified and responded to in accordance
with establishment requirements while minimising disruption to operational and
customer service requirements.

4
Print Date 17-Oct-08
 Teaching and Learning Schedule
Week Day Topic Notes

1 15/09 Classroom 8:30-12:30

Mon Overview of component
16/09 Classroom 8:30-12:30
Tues Customer service experience
US22340
17/09 Classroom 8:30-12:30
Wed Standard of customer service
US22340
22/09 Classroom 8:30-12:30
2 Mon Staff and rapport
US22340
23/09 Classroom 8:30-12:30
Tues Customer feedback
US22340
24/09 Classroom 8:30-12:30
Wed Staff and rapport
US22340
29/09 Classroom 8:30-12:30
3 Mon Dealing with problems
US22340
30/09 Classroom 8:30-12:30
Tues Staffing requirements
US22340
01/10 Classroom 8:30-12:30
Wed Staff feedback
US22340
4 06/10 Classroom 8:30-12:30
Mon Training and development
US22340
07/10 Classroom 8:30-12:30
Tues New staff integration
US22340
08/10 Classroom 8:30-12:30
Wed Team work
US22340
5 13/10 Classroom 8:30-12:30
Mon Team work
US22340
14/10 Classroom 8:30-12:30
Tue Compliance
US22340
15/10 Classroom 8:30-12:30
Wed Evaluation of revenue performance
US22340
6 20/10 Classroom 8:30-12:30
Mon Evaluation of revenue performance
US22340
21/10 Classroom 8:30-12:30
Tues Evaluation of cost control measures
US22340
22/10 Classroom 8:30-12:30
Wed Evaluation of cost control measures
US22340

1
Print Date 17-Oct-08
 7 27/10 Classroom 8:30-12:30
Mon Effect of sales / cost relationships and sales mix on profitability
US22340
28/10 Classroom 8:30-12:30
Tues Effect of sales / cost relationships and sales mix on profitability
US22340
29/10 Classroom 8:30-12:30
Wed Menu is analysed against revenue and customer feedback
US22340
8 03/11 Classroom 8:30-12:30
Mon Menu is analysed against revenue and customer feedback
US22340
04/11 Classroom 8:30-12:30
Tues Sales and / or promotional activities
US22340
05/11 Classroom 8:30-12:30
Wed Sales and / or promotional activities
US22340
9 10/11 Classroom 8:30-12:30
Mon Suppliers
US22340
11/11 Classroom 8:30-12:30
Tue Operational efficiency
US22340
12/11 Classroom 8:30-12:30
Wed Quality of service
US22340

Emphasise to students that this is an indicative guide only and can change during the semester.

2
Print Date 17-Oct-08
Component Materials
Text
Ninemeier, Jack D. (2005) Management for food and beverage operations

Dennis Lillicrap & John Cousins (2006) Food and Beverage Service (7th Ed.)

Walker, J, Introduction to Hospitality Management (Prentice Hall, 2006)

Morrison, P., Ruys, H. & Morrison, B. (1999) Cost Management for Profitable
Food and Beverage Operations (2nd Ed) Melbourne: Hospitality Press

(The core text(s) will be purchased by participants in the component. Refer

students to KINZ administration for where the text(s) can be purchased and
the cost.)

Recommended Readings

Readings, either from the core text or the supplementary readings should be
assigned by the tutor before specific lessons dealing with aspects of the
overall topic(s). This will enable the tutor to lead classroom discussion around
specific topics.
Jones, T, Culinary Calculations: Simplified Math for Culinary Professionals
(John Wiley & Sons Inc, 2007)
Culinary Institute of America, Remarkable Service SM: A Guide to Winning
and Keeping Customers for Servers, Managers, and Restaurant Owners
(Sydney: John Wiley & Sons, 2001)

The New Zealand Cooks Dictionary, Hospitality Standards Institute

Wages Protection Act 1983
Holidays Act 1981
Employment Relations Act 2000
Equal Pay Act 1972
Human Rights Act 1993
Privacy Act 1993
Health & Safety in Employment Act 1992
Parental Leave and Employment Protection Act 1987
Minimum Wage Act 1983
Resource Management Act 1991
Food Hygiene Regulations 1974
Food (Safety) Regulations 2002
Food Act 1981

HOW TO STUDY THIS COURSE

• Establish a consistent and regular study habit. You should spend at least
24 hours per week doing private study on this course.

3
Print Date 17-Oct-08
• Before the start of each week read the Course Timetable to identify the
topic that is to be studied and the relevant chapter(s) in the textbook.

• Read the relevant textbook chapters. If you have problems understanding

the chapter read it again.

• Attend all lecturers and tutorials.

• Spend some time on any extra examples given out in tutorials.

• Prepare for the test and the exam well in advance.

4
Print Date 17-Oct-08