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Brian Mc Allister

on 30 July 2014

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THHFAB0101A Provide food and beverage service
Question 1
Service:The action of helping or doing work for someone.
2. What type of information would you need prior to service if you were a waiter in a restaurant?
• Reservation details – table bookings, arrival times, special requests
• Menu changes – specials, items not available
3. What other basic information do you need which is integral to your job role?
• Your job role – what tasks are you expected to complete as part of your job role, what are your responsibilities, what are the performance standards expected from you?
• Workplace policies and procedures – Occupational health and safety, hygiene, personal presentation, service procedures.

4. What are three factors you should consider when allocating tasks to your team?
• The priority of the task – what needs to done first, what should be done just prior to service?
• How long it will take to complete – is it quick and simple, long and complicated?
• The number of staff available and when they start their shift – the staff starting first should complete the highest priority tasks first.
• Staff ability – does that team member have the skills and knowledge to complete the task properly?
5. 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.
6. What are the steps you should follow when writing a work schedule?
• Determine what shift, work area (front of house, back of house, bar), job role or service period (pre-service, post-service, breakfast, dinner) you are planning for.
• List all the tasks to be completed.
• Determine the most productive, logical sequence for completing the tasks, keeping in mind the time it takes to finish each task, the equipment, stock and skills required, and if any other tasks need to be completed before or after it.
• Allocate a timing schedule to the tasks to ensure that they can be completed in the allotted time frame.
• If not already allocated to a specific job role, then determine which team member is responsible for completing each task, based on staff rosters and skill levels.
7. Draw a line to match the different menu styles with their correct description.
8. How is the food served or prepared 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.

9. Complete the table by listing two duties that are carried out for each of the pre-service tasks listed. Briefly discuss why it is important to complete these duties.
10. List three factors you must consider when drawing up a floor plan to accommodate your reservations and briefly explain each.
• Draw up a floor plan so you can determine the best positions for your tables, chairs and other furniture before you physically move them.
• Make sure any special requests have been considered – for example wheelchair access, room for a pram or high chair, a larger group requesting to be seated at one table.
• Consider the workflow of your team and movements of your customers and allow room for easy access to tables, service areas and other facilities.
11. What is the sequence for setting a table?
12. The following steps of how to change the tablecloth are presently in the wrong order. Place the numbers 1 to 6 in the boxes provided to show the correct steps.
13. Consider each of the workplaces below and list at least 2 items (if applicable) that would need to be prepared for each of the mise en place tasks.

Task Afternoon tea function Restaurant with silver service
Prepare service equipment Tongs, cake servers, service spoons, underliners, cake stands, platters, service cloths Service spoons and fork, service platters, sauciers, underliners, bread baskets, service cloths, gueridon tables
Prepare service stations Tea and coffee stations, display tables Wine lists, glassware, service plates, spare service gear, service cloths, pepper grinders
Prepare cutlery for resetting Not required Cutlery, crockery and glassware for resetting of tables and correction of cover
Prepare garnishes and condiments Fruit and vegetable garnishes for bar, cream, jam and butter for cakes and scones Fruit and vegetable garnishes for bar, sprigs of herbs, vegetable julienne for the service platters

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.
• Service schedules or function timings.
• Job allocations during and after service.

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.
3. 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, 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.
4. What should you do in the following situations?
(i) Your customers have not arrived half an hour after their reservation time?
• Call the customer to check if the reservation details are correct (especially to verify if the date is right) or if they still intend to come.
• Transfer the reservation details if they are incorrect.
• If the customer cancels the booking, reallocate the table to another booking or accept a potential walk-in.

(ii) Only four customers out of a booking for ten have arrived, however the rest of the party is expected shortly.
Ask if they would like to have a drink at the bar (if applicable) or approach the table to offer pre-dinner drinks and appetisers (if applicable). Make your customers feel welcome and offer service immediately.

(iii) You have a number of tables arriving at the same time and you are having difficulty providing service to all the tables.
• Where possible coordinate your service with the other tables in your section so that none of your customers are disadvantaged.
• Communicate with your supervisor and colleagues and request assistance when you need help.

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? Is it the two plate or three plate carrying method?
The two plate method.

7. There are two silver service techniques. What are they and which is the most common method?
They are called the wedge and weave methods and the wedge method is most common.

8. 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.
9. Describe how you clear side plates, salt and pepper, and butter dishes in your workplace or how it should be done if you worked in a formal restaurant.
• Collect all the dinner plates
• Continue around the table a second time to collect the sideplates
• Stack the side plates on the empty dinner plates with any leftover bread scraped onto the bottom plate.
• Pick up unused clean cutlery, pick up the butter dish and place it on top of the sideplates, and collect the cruets and hold them with your right hand.
10. What is the procedure for ‘crumbing down’?
Step 1. Take a service plate in your left hand and a folded napkin in your right hand.
Step 2. From the customer’s left side, brush the crumbs off the table with the napkin onto the plate positioned below the table edge. Repeat this process for each customer until the table cloth is clean.
11. 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
12. 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.

13. 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.
14. List 4 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.
15. Give one example of how you encourage and support good teamwork in your workplace.
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.
Bar end of service procedures
• Cover and store all perishable items such as garnishes, juices, dairy products, 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.

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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