The elements of competency are the basic building blocks of the unit of competency. They describe in terms of outcomes the significant functions and tasks that make up the competency. In this manual elements of competency are identified as an ‘element’. Performance criteria Performance criteria indicate the standard of performance that is required to demonstrate achievement within an element of competency. The standards reflect identified industry skill needs. Performance criteria will be made up of certain specified skills, knowledge and attitudes. Learning For the purpose of this manual learning incorporates two key activities: Training Assessment. Both of activities will be discussed in detail in this introduction. Today training and assessment can be delivered in a variety of ways. It may be provided to participants: On-the-job – in the workplace Off-the-job – at an educational institution or dedicated training environment As a combination of these two options. No longer is it necessary for learners to be absent from the workplace for long periods of time in order to obtain recognised and accredited qualifications. Learning Approaches This manual will identify two avenues to facilitate learning: Competency Based Training (CBT) This is the strategy of developing a participant’s competency. Educational institutions utilise a range of training strategies to ensure that participants are able to gain the knowledge and skills required for successful: Completion of the training program or qualification Implementation in the workplace. The strategies selected should be chosen on suitability and the learning styles of participants. Competency Assessment (CBA) This is the strategy of assessing competency of a participant. Educational institutions utilise a range of assessment strategies to ensure that participants are assessed in a manner that demonstrates validity, fairness, reliability, flexibility and fairness of assessment processes.
Element 3: Meet and greet guests Welcome guests on arrival Seat guests at nominated or designated tables Offer pre-meal services Present and wine/drink lists Provide service advice and information to guests Element 4: Take food and beverage orders Take beverage orders and food orders Sell menu items and drinks proactively Recommend wines and drinks to accompany selected foods Respond to guest queries regarding menu items and drink choices Transfer orders to service and preparation points Adjust settings/covers to reflect menu items selected Liaise with staff regarding intended service delivery Element 5: Serve food bread rolls at table Serve dishes as ordered by guests Check guest satisfaction as part of service delivery External areas, such as car parks, gardens, walkways and footpaths Furniture and equipment Walls, floors, ceilings, light fittings, curtains, doors and windows Tables, chairs and waiting stations. Set up dining area may include: Positioning tables and chairs in line with bookings Creation of seating plans Allocation of waiting stations to staff Preparing butter for service in line with house standards, Adjustments to environmental factors, including air conditioning, lighting, music systems Compliance with enterprise standards and legislated requirements of the host country in relation to patron safety and/or comfort Ensuring safety of all items to be used Checking readiness of cash registers, electronic ordering systems and other items and enterprise-specific equipment for service. Table settings must include crockery, cutlery, glassware, linen and condiment compatibility with: table d’hôte menus A la carte menus Function and banquet menus House specials Service session, that is, to accommodate differences between breakfast, lunch, dinner and supper Service including matching set up to silver service, semi-silver service, gueridon, plated, or self-service style.
No Trainer Notes Class Activity – General Discussion Discuss the questions in the slide. Slide Slide No Trainer Notes Class Activity – General Discussion Why are these points important? What else is important? Slide Slide No Trainer Notes Class Activity – General Discussion Discuss the different types of napkin materials used in a food and beverage outlet? In what forms are napkins commonly found (packaged and disposable etc.)? Slide Slide No Trainer Notes Class Activity – General Discussion and Demonstration What are common folds? Trainer may demonstrate a number of common napkin
Slide No Trainer Notes Class Activity – General Discussion Suggested topics include: The weather – a genuine comment: “Isn’t it cold – 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 these days?” A special in-house event – “Welcome to our Grand Winery Tour Dinner, it will be a night to remember!” Slide Slide No Trainer Class Activity – General Discussion In a given restaurant setting, how would you accommodate these special needs? Slide Slide No Trainer Activity – General Discussion and Demonstrate Demonstrate how to undertake escorting activities. Slide No Trainer Notes Class Activity – General Discussion How would you offer these pre-meal services?
Recommended training equipment Bar equipment Cash register Chemicals – various for cleaning Communication documents used in workplace Coffee machine Computer with internet and access Crockery Cutlery Dietary informational charts Electronic ordering devices Examples of food and beverage Food and beverage DVD’s Glassware Gueridon Trolleys Heat lamps Job descriptions – for all F&B positions Locations – including access to restaurants, kitchens and bars Menus – food and beverage Note and order pads and pens Service equipment and utensils Service cloths Standard Operating Procedures (SOP’s) Waiter’s friend Wine bucket