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mikaela nuojua

on 19 November 2013

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1. To provide good service you need great product knowledge. Let’s test your knowledge about your workplace or training environment.
Based on your workplace or training environment, the food and beverage menus and operational procedures complete the questions and tables in each section below.

a) General information
Establishment name: (Individual response required.)

Hours of operation:

Type of establishment (hotel, restaurant, cafe, function centre etc):

Style of menu:

Style of service:

Theme/Decor (if applicable):
b) Food menu
Complete the table based on your current food menu. Menu items may be sourced from printed menus, daily or weekly specials lists, black board menus or other menus commonly used in your establishment.
c) Beverage menu
Complete the table based on your current beverage menu. Menu items may be sourced from printed menus, black board menus, table or bar displays or other menus commonly used in your establishment. An example has been provided
d) Legislation
Every hospitality establishment operates within a framework of local, state and federal legislation and regulations. The most common laws which apply to all hospitality businesses relate to health and hygiene, safety and security and how food and beverages are sold.

Complete the table below for each of these key areas. If you are not sure, discuss the topic with your trainer or supervisor.
2. What methods can you use to communicate and liaise with your team?
A shift handover, a diary, team meetings or briefings
3. What is the purpose of Job Checklists and Work Schedules?
The purpose of Job Checklists and Work Schedules is to make sure everyone in the service team know what jobs need to be accomplished, who is responsible for doing them and when they need to be done by.
4 Draw a line to match the different menu styles with their correct description.

a. A la carte
Usually a pre-selected menu, fixed price with a set number of courses and little or no choice within each course.
b. Table d’hote
Customers can order a range of individually priced menu items which are prepared to order
c. Set menu A fixed price menu that has a limited number of courses and choices within each course.
d. Cycle menu
A group of set menus that are available on a specific cycle over a period of time
5. How is the food prepared or served for each of these styles of service?
a. Plate service
Food is pre-plated in the kitchen by the kitchen staff. The waiters carry the plates to the customers at the table.

b. Silver service
Waiting staff serve food to the customer from a service dish. The food is served from the left side of the customer using a spoon and fork.

c. Gueridon service
Waiting staff prepare and serve the food from the gueridon in front of the customer in the dining area.

d. Family service
Food is placed in the middle of the table on serving plates or platters and customers select and serve their own food using service gear.

e. Counter service
Food is plated or packaged and presented to customers from a service counter.
6. Complete the table by listing at least two duties that are carried out for each of the pre-service tasks listed.
7. If you displayed desserts in a refrigerated display case, how would you check and prepare the display case before service?
You would check and clean the ice well, display window and service containers, and set up service equipment such as tongs, cake lifters, knives, plates or bowls required for service.
8. What factors should you consider when you are following a floor plan and arranging furniture to suit your reservations?
• Special requests are met if possible
• Comfort of customers
• Fixed features such as pillars, windows, large furniture
• Keep traffic areas open and access areas clear so staff and customers can move freely
• Use appropriate OH&S methods to move furniture

9. What is the sequence for setting a table? List the tableware you would need for steps 1-3 if you were setting an a la carte cover. Indicate how you would complete step 4.

10. How is the cover for a set menu different from an a la carte menu?
• As the menu items have already been preselected for a set menu, all cutlery and glassware required can be set on the table prior to service.
• For an a la carte menu the customer selects what they want to eat so only a basic setting is placed on the table until the order is taken.
11. Think about each of the workplaces below and list at least 2 items that would need to be prepared for each of the mise en place tasks

12. What should you do in the following situations?
(a) One of the chairs in the dining area is unstable. When you check it one of the legs is bent out of shape.
Remove the chair and replace it with a safe, stable chair. Make sure the unsafe chair is not returned to the dining area by placing in the rubbish removal area or labelling it as unsafe.

(b) When checking the tables after they have been set you notice that a number of wine glasses still have lipstick on them.
Remove the dirty glassware to the bar for cleaning (you may need to hand clean them with a cloth) and replace with clean glasses. Check all other glassware for marks and replace if necessary.
13. What are three hygiene procedures that should to be followed to reduce or prevent the risk of food poisoning when setting up and maintaining a food display?
• Make sure the display cabinets, equipment and utensils are clean before use.
• Regularly check the temperature of the display case to make sure food is stored outside the temperature danger zone.
• Make sure food is covered to reduce the possibility of cross contamination.
14. Why is it important to liaise with the kitchen and bar prior to service?
So you have accurate information about the products you sell and can answer customer’s questions
15. What are four questions you could ask the kitchen or bar if you wanted to verify menu variations, daily specials or stock availability?
• What are the specials of the day?
• Are there any changes to the menu?
• Are there any menu items that are unavailable?
• Are any particular menu items to be promoted today?
16. List three topics that can be discussed at a staff briefing?
• Special requests from customers
• Dietary requirements of customers
• Service schedules or function timings
17. What is the final task to be completed before you open your doors to customers?
The final task is checking that everything is ready for service prior to opening your doors to customers. This may mean ticking off the tasks listed on a work schedule or a visual inspection of the front of house, back of house and bar areas. If tasks have not been completed, they will need to be reallocated to an available team member.
1. What is a Sequence of Service?
A Sequence of Service is the sequence of steps followed by staff when providing food and beverage service.

2. Complete the table below by answering the questions relating to each step in the sequence of service
Sequence of service Question 1 Question 2
1. Greet and seat customers. Why is important to greet guests as they arrive?

It can determine a customer’s expectations for the rest of the dining experience. First impressions are often lasting ones What basic differences are there in the greeting and seating procedure for a café and a restaurant?

Customers may seat themselves in a café, there may not be napkins on the table to be opened, initial drinks may be ordered from the bar or counter rather than from the waiter.
2. Provide and explain menus. Why should you explain and promote menu items to your customers?

• Make customers aware of any specials of the day, changes to the menu or items that are not available
• Promote particular food or beverage items
• Suggest additional menu items
• Describe dishes so customers are aware of its ingredients. Why is providing accurate information to customers so important?

• Providing accurate information can literally mean life or death to some customers.
• Customers need accurate information on which to base their decisions.
• It shows professional service skills
3. Take and process orders. If your workplace used a computerised ordering system, how would:
a. orders be recorded?
Either using a manual docket then transferred to the computer using a computer touch screen or at the table using a PDA device.

b. transferred to the kitchen or bar?
Once the order is entered and checked it is automatically sent to the appropriate area. What type of additional information might you communicate to the bar or kitchen about a customer’s order?

Special requests such as how they want a meal cooked (eg steak), dressings served on the side, no onion, drinks with or without ice,
food allergies, timings for the meal (eg need to leave by 8pm)
4. Correct the cover. When do you correct the cover in an a la carte establishment?

After the order for entrée and main course has been taken What should you remember when correcting the cover?
• Use your food docket to help you remember who needs which cutlery.
• Don’t reach across a person to position cutlery
• Hold the cutlery between thumb and forefinger at the neck of the cutlery so you don’t leave fingerprints.
• Remove any unwanted cutlery to keep the table tidy and uncluttered.
5. Serve food and beverage menu items. What should you check before you:
a. remove the meals from the kitchen and serve to the customer?

The plates are clean, not chipped, the meal is present correctly and all special requests have been met. Why should you return to the table after you have served the meals to check your customer’s satisfaction?

To make sure they are happy, to check if they need anything else and to rectify any problems quickly before the customer becomes dissatisfied.
6. Clear food and beverage items. When is the appropriate time to clear tables?

Depending on the workplace; usually when everyone has finished eating or when the customer signals that they wish their plate removed.
What are some signals a customer may give to indicate they are ready to have their plates cleared?

Knife and fork placed together on the place, plate pushed away.
7. Organise and present accounts. When is an appropriate time to present the account?

• The customer may ask for it
• They may signal that they want the account
• When the customer no longer wishes to order more items
• When the customer approaches the cashier. What should you check before presenting the account?

The account is for the correct table, the items ordered, their prices, and the account total.
8. Farewell customers. Why is farewelling your customers as important greeting them?

It leaves a lasting positive impression on your customers What should I do if the customer complains?

Follow your complaint resolution procedures, use questioning and listening skills, show empathy and try to resolve the issue with the customer.
3. What are two basic sales techniques you can use to sell menu items? Briefly describe them.
• Up-selling - suggesting a more expensive option of the original product ordered.
• Suggestive selling - suggesting further items to a customer in addition to their original order.

4. Beverage service is as important to the customer’s dining experience as food service.
a. When do you take the customer’s first beverage order?
Shortly after they are seated, often when opening napkins, or after presenting the menu.

b. What should you check before you serve beverages to your customers?
The drink prepared match the order, the glasses are clean, not chipped or damaged or have marks, garnished appropriately and meet quality standards – not flat, warm, cloudy.

c. Why do you announce the name of the drink as you place it on the table?
It confirms the customer is getting the correct drink.

d. When do you need to adjust the glassware?
When the customer orders wine if wine glasses are not already placed on the table, or when red wine is ordered and the customer has a white wine glass.

e. When do you clear empty or unused glassware?
At any time throughout service.
5. The following steps outline how to carry and serve meals to your customers. Put the steps in the correct order by numbering the boxes from 1 to 9.
6. What plate carrying method is described above – the two plate or three plate carrying method?
The two plate method

7. You notice that one of your tables has been waiting quite some time for their meals and are becoming increasingly annoyed with the delay. What should you do?
Approach the table and explain the reason for the delay. Give the customer a time frame for the meals to be served in and offer additional food or drinks
. What are three safe and hygienic work practices you should follow during service?
• Handle napkins a little as possible when opening them for customers
• Give clear and accurate information when answering questions about menu items, especially about the ingredients of a dish
• Move around the table in a consistent direction so your customers know which direction you will serve from reducing the chances of accidents
9. How can you ensure service runs smoothly?
Coordinate the service for all the customers in your section or area of responsibility and be aware of both your workflow and that of your team members.
10. What determines the amount of stock requisitioned at the end of a shift?
The amount of stock requisitioned is usually determined by a standard par stock level which has been based on the amount of storage space available and sales figures for each item.
11. List four elements of good teamwork.
• Liaise with your team mates about tasks to be completed.
• Communicate effectively and clearly.
• Clarify requests if needed.
• Provide assistance and advice if required.
1. Much of the close-down requires you to clean, polish, pack up or reset the dining area in preparation for the next service and incoming shift. If you work in a bar or restaurant list the closing procedures that you are required to carry out at the end of a dinner shift when the restaurant or bar is closing.
If you don’t work in the industry list the standard procedures required for closing down the bar.

Individual response or

Bar – end of service procedures Food – end of service procedures
• Cover and store all perishable items such as garnishes, juices, dairy products, and fruit.
• Restock the fridges.
• Restock the wines.
• Restock the cool room.
• Prepare the bar stock requisition if required.
• Disconnect the tap beer and run through the water.
• Clean the espresso coffee machine.
• Clean all small equipment and store appropriately.
• Polish the wine glasses.
• Clean all fridge doors and all stainless steel areas.
• Date all opened bottles using black texta.
• Drain and clean glasswasher and filter, then re-plug and switch off.
• Place all chairs on top of the tables.
• Wipe down the mirrors.
• Wipe down the bar top and under it.
• Wipe down the cash register.
• Roll up the mats and take outside to be cleaned (when appropriate).
• Remove the rubbish and items for recycling, clean and sanitise bins.
• Mop floors • Clear and wipe down any tables not yet cleared.
• Tidy and restock service stations.
• Cover and store condiments (for example sauces, parmesan, mustards, salad dressings) and perishables (for example milk, cream, chocolates, tea and coffee).
• Remove and store display items, clean display cases (for example dessert displays).
• Polish and store cutlery.
• Clean and store all crockery, glassware, and service equipment.
• Clean coffee machine (filter, espresso) or coffee making equipment (for example coffee plungers).
• Turn off electrical equipment – hot water urns, bain maries, audio systems.
• Turn off, drain and clean dishwasher and filters.
• Clean benches, cupboards doors and shelves in the dishwash and back of house areas.
• Reset tables (if appropriate).
• Remove dirty linen and placing in appropriate area for pick up for cleaning.
• Remove rubbish, clean and sanitise bins.
• Secure area, lock storage areas, doors and windows and turn off lights.
• Mop dish wash and back of house floors
2. After completing the lunch service the waiting staff begin to reset the tables for dinner. What must you clean, clear or dismantle before beginning to set the table?
• Remove all coffee cups, centre items and glassware from the table.
• If there are table cloths on the table, remove the soiled cloths and replace with clean linen.
• Dismantle or move furniture to suit the requirements of the next service period or to return the dining area to its normal configuration.
• Clean, dismantle and remove any equipment used during service such as bain maries, gueridon tables, buffet tables, or lecterns.
• Reset all the chairs around the tables according to the reservations for the following shift.
• Polish cutlery according to procedures.

3. What are three work practices you can follow to reduce your impact on the environment?
• Recycle waste products such as paper and cardboard, glass, and recyclable plastics.
• Recycle certain food waste into compost bins.
• Dispose of chemicals and empty chemical containers appropriately.
4. Why is it important to cover and safely store all food and beverage items after service?
To reduce waste and to reduce the possibility of a pest invasion.
5. The end of shift briefing is often used to review and evaluate service, products and performance. Why is it important for the team to discuss these topics?
Exchanging ideas and experiences can lead to new procedures or menu items or solve problems encountered during service. It can either improve the quality of service offered or help maintain current high standards. This can lead to higher levels of customer satisfaction.
6. Can you think of an occasion where a discussion between colleagues has resulted in a new procedure or system being put in place? What procedure or system was implemented
7. In between lunch and dinner is the normal time for staff to swap over shifts. What sort of information would you, having finished lunch shift, need to convey to the staff on dinner shift?
Out of stock items, deliveries expected, special reservation requests or larger bookings, pre-service tasks not completed.

8. If you are working the last shift of the day, how can you relay information to the next shift?
A communication book or diary.
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