Element 3: Prepare and pack take away food and beverages 3.1 Present and pack food and beverage in accordance with enterprise procedures and relevant health regulations 3.2 Apply safe food handling practices in accordance with enterprise procedures and relevant health regulations 3.3 Dispose of spoiled products in accordance with enterprise procedures and relevant health regulations 3.4 Comply with correct food handling and food safety procedures Element 4: Provide service 4.1 Receive customer orders 4.2 Check product and/or brand preferences with customer in a courteous manner 4.3 Provide clear and helpful recommendations or information to customers on selection of food or drinks, if required 4.4 Serve food and drink according to enterprise requirements and personal hygiene standards Element 5: Store and handle foods safely Comply with personal hygiene standards Handle food according to food safety program Maintain the workplace in a clean and tidy order Comply with workplace measures to prevent entering the premises Identify and report indicators of pest presence Equipment may include: Cash register Refrigeration equipment Cooking equipment Microwave Kitchen utensils Bain-marie. Coffee machines. Table items may include: Sauces Mustards Napkins Salt and pepper shakers Menus Cutlery Crockery Glassware Cruets. Record orders may relate to: Written orders Verbal orders Electronic equipment to record orders. Convey orders may include Orders for food Orders for beverages Take away orders Ingredients
Element 6: Handle payment and out cash control procedures 6.1 Receive and accurately cash float 6.2 Open and cash register using manufacturer specifications 6.3 Use cash register according to standard enterprise procedures 6.4 Issue receipts according to standard enterprise procedures 6.5 Carry out reconciliation of takings accurately and report errors to supervisor Element 7: Close down food service area Store and/or prepare equipment for the next service, in accordance with enterprise procedures Clear, clean or dismantle area in accordance with enterprise procedures and safety requirements Set up area correctly for the next service, in accordance with enterprise procedures and requirements Review and evaluate services with colleagues, appropriate, identifying possible improvements Provide handover to incoming colleagues and share any relevant information Cooking Product may include: Fresh food items Pre-packed food items Beverages Sandwiches Pies Snack food Dish of the day Blackboard menu methods. Safe food handling practices may include: Cleaning, sanitising Taking and recording food temperatures Monitoring self-service food bars Monitoring and recording temperature of cool rooms and bain-maries Protecting foods from contamination Covering foods appropriate utensils No bare hand contact. Recommendations or information may include: Price Special promotions Ingredients Relative strength Suitable alternatives Flavours
Level 2 = competence to manage tasks Level 3 = competence to use concepts for evaluating Key Competencies Level Examples Collecting, organising and analysing information 1 Take food and/or beverage orders Communicating ideas and information 2 Use positive communication and customer service skills to provide table service to customers Planning and organising activities 2 Undertake dining area set up prior to service Working with others and in teams 2 Share relevant information to staff when handover to incoming staff is executed Using mathematical ideas and techniques 2 Complete financial transactions Solving problems 2 Identify the presence of pests and eradicate same Using technology 1 Use cash register and/or electronic terminals
Slide Slide No Trainer Notes Class Activity – General Discussion Discuss points. Slide Slide No Trainer Notes Class Activity – General Discussion and Role Play Participants to practice giving information based on a menu chosen by the trainer. Slide Slide No Trainer Notes Class Activity – General Discussion and Role Play Participants to practice giving recommendations based on a menu chosen by the trainer. No Trainer Notes Class Activity – General Discussion
Discuss the advantages/disadvantages of using these methods and when they would best be used: Remember orders - relying solely on their memory, as is the case at most bars and in some restaurants Record orders on 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. Slide No Trainer Notes Class Activity – General Discussion Discuss the role of the order including: 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 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. Slide Slide No Trainer Notes Class Activity – General Discussion & Demonstration Demonstrate the steps associated with taking an order. Slide
Slide Slide No Trainer Notes Activity – General Discussion What should you do, if you see any of these signs? Slide Slide No Trainer Notes Class Activity – General Discussion What cleaning and sanitation practices can you put into place? Slide No Trainer Notes Class Activity – General Discussion Discuss how these prevention methods can be implemented on a daily basis Who should be responsible for it? Slide Slide No Trainer Notes Introduce topic. Class Activity – General Discussion Ask general questions:
Slide No Trainer Notes Activity: Show and demonstrate Trainer to show, demonstrate and explain cash float procedures and recording actual takings. Slide Slide No Trainer Notes Activity: Show and demonstrate Trainer to show, demonstrate and explain how to fill in ‘Cash Summary Sheet’. Slide Slide No Trainer Notes Activity: Show and demonstrate Trainer to show, demonstrate and explain how to determine cash payments. Slide No Trainer Notes Trainer to explain steps in counting and recording non-cash payments. Activity: Show and demonstrate Trainer to show, demonstrate and explain different non-cash payments and the procedures to be followed.
Slide No Trainer Activity: Discussion Trainer to discuss SOP relating to clearing and cleaning other items Fixtures and fittings – a 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 restocking display items and securing items waiting area and reception – spot cleaning and tidying Garbage area – removing garbage from internal rubbish bins and replacing bin liners. Slide Slide No Trainer Notes Activity: Discussion Trainer to discuss SOP relating to cleaning and storing cleaning equipment. Slide Slide No Trainer Notes Activity: Discussion Trainer to discuss what needs to be set up for the next shift. Slide