Food and Drink Service: Levels 1 and 2

129 Pages·1993·26.373 MB·English

by  Roy Hayter (auth.)

Food and
Drink Service
Levels 1 and 2
Ray Hayter
Hotel & Catering Training Company
HOTEL~ 150th YEAR
M
CATERING
TRAINING
COMPANY
MACMILLAN
© Hotel & Catering Training Company Ud and
The Macmillan Press Ud 1993
All rights reserved. No reproduction, copy or transmission of
this publication may be made without written permission.
No paragraph of this publication may be reproduced, copied
or transmitted save with written permission or in accordance
with the provisions of the Copyright, Designs and Patents Act
1988, or under the terms of any licence permitting limited
copying issued by the Copyright Licensing Agency,
90 Tottenham Court Road, London WC1 P 9HE.
Any person who does any unauthorised act in relation to this
publication may be liable to criminal prosecution and civil
claims for damages.
First published 1993 by
THE MACMILLAN PRESS LTD
Houndmills, Basingstoke, Hampshire RG21 2XS
and London
Companies and representatives
throughout the world
ISBN 978-0-333-59502-2 ISBN 978-1-349-80473-3 (eBook)
DOI 10.1007/978-1-349-80473-3
A catalogue record for this book is available from the British
Library
Typeset by the author
and Kate Jennings & Associates, London
,
Contents
Seetion Page NVQjSVQ units
LEVEL 1 LEVEL 2
Acknowledgements iv
About this book 1
1 Customer skills 3 G3 Deal with customers as level 1
2 Safety and security 13 G1 Maintain a safe and secure as level 1
working environment
3 Hygiene in serving 17 G2 Maintain a professional and as level 1
hygienic appearance
4 Taking payment 21 G4 Operate a payment point and as level 1
process payments
G5 Handle and record non-cash
payments and refunds
5 Preparing and clearing 27 1C 1 Prepare and clear areas 2C1 Prepare and clear areas
- table and tray for table or tray service for table service
6 Table and tray service 37 1C 2 Provide a table or tray 2C2 Provide a table service
service
7 Carvery and buffet service 55 2C4 Provide a carvery or
buffet service
8 Silver service 61 2C5 Provide a silver
service
9 Drink service 67 1C 9 Provide a drinks service for 2C3 Provide a table drink
non-licensed premises service
10 Wine service 73 2C6 Prepare and serve
bottled wines
11 Counter service 85 1C 3 Prepare and clear areas for
counter service
1C 4 Provide a counter service
12 Take-away service 95 1 C5 Prepare and clear areas for
take-away service
1 C6 Provide a take-away service
13 Vending 101 1C 7 Prepare and clear areas for
vending service
ca
1 Provide a food vending service
1C10 Clean and re stock drinks
machines/equipment
Answers to activities 107
Further activities 117
Glossary 121
Index 123
Acknowledgements
The Hotel & CateringTraining Company and The Macmillan Press London; Alan Blenkinsopp, N orbert Lieder, Michael Phipps, Coppid
gratefully acknowledge the contribution made to this book by the Beech Hotel, Bracknell; Phil Ruddock, Concetta Wager, Ealing
following: Hospital; Sophie Vallejo, Food from France; Debbie Foster, Forte
Heritage; Alan Gomm, Forte Hotels; Dorothy Miller, Fox and
Industry liaison, research and supervision of Pheasant, Stoke Poges, Chef & Brewer, Country Carvery; Pam
photography Rotherforth, Gardner Merchant; Richard Baker, The Grand,
Brighton; Richard Richardson, Harry Ramsden's; Maundy Todd,
Pam Frediani
Holiday Care Services; Rosemary Morrison, Hotel Catering &
Institutional Management Association Reference Library; Tim
Penrose, Adam Austin, Hudson's Coffee Houses Ltd; Fiona
Advice with the text Newstead, Kentucky Chicken Great Britain Ltd; Barrie Larvin for
demonstratingthe openingofstill and sparkling wines(photographs,
Clive Finch, Visiting Professor, Thames Valley University
Firns Photographs) and commenting on section 10; MargaretNo lan,
Linden Lodge School, Wimbledon; Maxon Europe Ltd; Verne
George, Roy Perrott, Merrychef Ltd; Alfred Thorpe, Milk Marketing
Photographic locations Board; David Ford and Jane Price, Old Orleans Restaurant,
Thurrock; Kate and Peter Osborne; Mark LindseIl, Rank Leisure;
The Brewery Tap, Young & Co, Wandsworth (with the help ofSteve Sqn.Ldr.Brian Jarman, Royal Air Force; Major Nigel Marchant,
Gallagher); Butlin's South Coast World, Bognor Regis; Cafe Rouge, Royal Logistics Corps (Catering); Lt.Comm.Frederick Radcliffe,
Putney; Carters Vending, Derby; Clementine Churchill Hospital, Royal Navy; Simon Hawkey, Nigel Bruce, St.John's College,
Harrow; Conrad Hotel, London; Ealing Hospital, SouthalI; The Cambridge; Chris Gooch, Sankey Vending; The Tea Council; Chris
Grand, Brighton; La Mancha, Putney; Linden Lodge School, Maguire, Travellers Fare Ltd; Visa N apery Fabrics; Diana Blewitt,
Wimbledon; McDonald's, Wandsworth; Matt's Cafe, Chelsea Wandsworth Council Contracts Division; C.Jeffries, Whitbread
Harbour, London; Pizza Express, Clapham; St. Faith's School, Inns; Brigadier Andrew Paviour, Geoffrey Spence, Wine and Spirit
Wandsworth; St. John's College, Cambridge; St. Saviour's School, Education Trust.
Clapham.
Piloting/cornrnenting on the text
Photographers
Academyo{Food & WineService WorkingGroup: Saverio Buchicchio
Simon Green; Christine Osborne; Simon Hawkins, ofSimon Reeve of Dormy House Hotel; Roger Capisano; Silvano Giraldin of Le
Photography, Cambridge; Keith Turnbull; Martin Brown, ofUtal Gavroche representing Les Arts de la Table; Phil Hamilton of
Fisher, Derby. Academy of Food & Wine Service; Nicholas Leach of Ind Coope
Taylor Walker; Brian Turner of Turners representing Academie
Culinaire de France.
Illustrations, computer graphics and artwork
Executiveo{theAcademyo{Food & WineService: DavidBattersby,
Diana Beatty, Kate Jennings, Tom Lines, Pam Frediani, Ian Jeremy Bennett, Rodney Briant-Evans, Phil Hamilton, NickScade.
Thompson (original cover design).
Project Advisory Group o{ the Academy o{ Food & Wine Service:
Barry Cole, Director of The Osborne Hotel, representing the
Master Innholders; Jenny Harvey of Hospitality & Leisure
Loan of photographs Manpower, adviser to the project and Harry Murray, Executive
Director of The Imperial Hotel, also representing the Master
Birmingham College of Food, Tourism, Creative Studies.
Innholders.
photographer Chris Goddard; Cephas Ltd, photographer Mike
Rock; Churchill Restaurant, London; Commercial Catering Group Gary Wood, Birmingham College of Food, Tourism, Creative
Services; Conrad Hotel, London; Decor Style; Equity Cruise Lines; Studies; Elaine Foulds, Brooklands College, Weybridge; Hamish
Food from France; Gardner Merchant; Harry Ramsden's, Cobban, Telford College, Edinburgh.
photographer Freddie Walker; The Hotel Intercontinental, Souffle
Restaurant, London; Impact Photos, photographers Mohamed Claire Wilson, Mike Fellowes, HCTC Marketing Department; Gill
Anson, Jeremy Nicholl, Homer Sykes; The Kobal Collection; Maxon Pittard, Award-Making Division; Alison McFadden (Research);
Europe Ltd; The Milk Marketing Board; Network, photographers Susan Yates (Coordinator); Mark Ashby, Geraldine Barker
Frieder Blickle, Wolfg ang Kuhz, Barry Lewis, Paul Lowe, Andrej (Coordinator), Fiona Friebell, Rhian Lawton, Karen
Reiser, Homer Sykes; Orient Express; Remanco; Royal Navy; O'Connor, JennyThornton, HCTC Central; June Barclay, Geraldine
Smollensky's Balloon; TGI Friday's; Wimpy International Ltd; Barker, Ros Gillies (Coordinator), JiII Smyth, Fiona Young, HCTC
Catherine Blackie (also picture research). Scotland; Kay Backharn (Coordinator), Judith Hogg, Dee Houlden,
Mike Petty, Graham Richards, HCTC Southern & Western.
Other information sources used in the text
Supplying exarnples of procedures, advice and help
John Artis Ltd; Remanco; Automatic Vending Association of
with the text, and photographs
Britain; Brewers' Society; Janet Williams, Coin-A-Drink; Carters
Clare Walker, Caterer & Hotelkeeper; Maggie Tiltman, Avon County Vending; The Health and Safety Executive; National Restaurant
School Meals Service; Gerard Basset and Jennifer Murray for wine Association; Staines Catering Equipment Ltd; The Ravenhead Co.
tasting; Birmingham College ofFood, Tourism, Creative Studies; Ltd.
Mike Combe, Butlin's South Coast World; The Butter Council;
Rachel Lindner, Catering and Allied Services; Jayne Wagshaw, Every e{{ort has been made to trace all the copyright holders. I{ any
Champagne Bureau; J.L.Pollet, Chase Restaurants; Ruth Leggett, have been inadvertently overlooked, the publishers will be pleased
Chef and Brewer; Julie Duggan, Clementine Churchill Hospital, to make the necessary arrangement at the first opportunity.
Harrow; ChrisHillier, Commercial Catering Group Services; Doreen
Boulding, Stephen Kyack-Lane, Colin Vickers, Conrad Hotel,
Food and Drink Service
About this book
Introduction
This book will help you work towards the NVQs/SVQs in
Serving Food and Drink: Table/tray, Counter, Take
away (levell), and Restaurant (level 2). All the core and
optional units are covered in detail to give you the
maximum choice of areas in which to develop your skills
and competence.
The structure
The main part of the book is broken down into 13
sections. As you can see from the contents page, many
sections cover two NVQlSVQ units, one from each level,
while others deal with a unit or units which occur at one
levelonly.
Food and drink service has
been compared to a
theatrical performance, with
Finding your way within sections
the restaurant your stage,
Headings show clearly what is covered in any double and your customers the
page opening in the book. At the top: audience.
• on the left-hand side is the section number and title
• on the right-hand side is the number and title ofthe
NVQ / SVQ unit(s) which the information relates to.
Range checklists
These are given at the end of each section. They will help
you monitor your progress. To avoid repetition, laid
down procedures have been excluded. These include
There will be certain
relevant: procedures to follow in your
workplace, and these will
• legislation regarding health and safety, hygiene,
take into account the uarious
licensing, consumerprotection, weights and measures laws and regulations on
health, hygiene, safety,
• establishment procedures.
consumer protection, etc.
What assessment for NVQ/SVQ is about
Your NVQ!SVQ assessor will concentrate on whether or
not you can demonstrate a range of skills in the service
of food and drink. What is important is that you are
competent in these skills, not how you have acquired
them.
There 1S no one correct way of setting a table, for
example, orpouring a drink. Where your workplace has Your customers haue certain
laid down procedures designed to meet the needs ofyour expectations of their meal.
customers, it is these which you should follow. That is Your employers seek to meet
those expectations with an
why so many of the NVQlSVQ performance criteria
efficient, successful
refer to:
operation.
• customer requirements being correctly identified
Your role is to meet both sets
of expectations. This means
• work carried out with minimum disturbance to
becoming familiar with your
customers.
workplace procedures - and
It will help to bear this in mi nd when you study the steps a book of this sort can only
seek to underline and
that are given throughout this book.
perhaps explain those, not
try and replace them.
About this book
You will not be expected to learn huge amounts offacts
Key features
to gain your NVQlSVQ. As part ofyour assessment, you
may be asked questions about work activities which On the first page of each section you will find a statement
your assessor is unable to see you doingin the workplace. of the units and element titles which the section relates to.
You will also be questioned to check that you have the
necessary underpinning knowledge, which in food and
drink service is largely concerned with the reasons Unite and elemente covered in
thie eection
behind good practice, for example:
IC9 Provide a drinks service (or
• why a constant stock offood service items has to be non-licensed premises
maintained - lC9.l Prepare and serve non-alcoholic drinks
- 1C9.2 Maintain service areas du ring service
• why waste must be handled and disposed of correctly 2C3 Provide a table drink service
- 2C3.1 Provide a table drink service
• why menus should be checked before use.
The contents guides will help you see at a glance how the
Industry examples information is organised in relation to the NVQ/SVQ
elements.
Throughout the book examples are given of checklists
and procedures from a wide range ofhotel and catering
companies and organisations, and extracts from Caterer Contents guide Page
& Hotelkeeper, an industry magazine. These show how Preparing service areas and equipment 28
the details of serving food and drink vary according to Clearing after service 30
customer needs and workplace practices. Preparing dining areas for tab la service 31
Preparing for tray service 35
Range checklist 36
Activities: ACTION boxes
These appear throughout the book to help you reinforce
At the top right-hand side of every double page opening,
your understanding of the text, and to relate general
is the number and titte of the NVQ/SVQ unit(s) which the
procedures to the requirements ofyour workplace. They information on the pages relates to.
also act as progress checks, so that you and your assessor r-----------,
have a better idea of what has been covered, and what
I I
has not.
I I
At the end ofthe book, in Answers to activities, you will
I I
find guidance to each activity, as well as discussion L ___________ ...I
points and somefurther, related activities-the activities
are numbered to provide a cross-reference point. In If a double page opening is to do with a level 1 unit only,
Further activities, more challenging exercises are there will be nothing in the lower space. If it is to do with
provided, ifyou wish to develop your skills beyond levels level 2 only, there will be nothing in the upper space.
1 and 2.
If some of the text on a page relates to both levels, while
some relates to level 2 only, this is indicated by the
To get the best value from the activities, discuss your
appropriate symbols alongside the heading.
completed work with a supervisor or manager at work,
or a tutor from your college or training centre.
Preparlng and servlng drinks 1.,'14Ift-
Glossary and Index
Servlng alcohollc drinks
To make the text accessible to people working in all
types of establishment, at all levels of the market,
industry jargon is used as littte as possible. Should you cToicnkf idoeff not nycoeu ycoaun amree et RfIIH l1li RANGE
come across words you are not familiar with, turn to the the performance criteria ~ ~ CHECKLIST
1-------------1
Glossary. for each item in the
range. You should aim 1C9.1 Prepare and serve
The Index will also point you in the right direction ifyou to cover the whole non-alcohol/c drinks
can't find information where you expect it to be. range, although your
far drink service at the counter ar at
assessor only needs to the lable, serve these
observe your work in a D bottled or canned soft drinks
specific number of DD mhoat cmhianceh dinisep deinsspeedn sseodft ddrrininkkss
areas. D hot beverages D cordials
and provide information on
D price, promotions and special offers
D su rtable alternatives
SECTION 1
Customer skills
Contents guide Page
Maintaining customer care
Maintaining customer ca re This page
Your job-orthejob you are trainingfor-involves much Dealing with complaints 10
more than serving food and drink. Just as important is
Dealing with incidents 12
the way you relate to people - the people you are
working with, the people you are serving-whether you
Range checklist 12
know them as customers, clients, colleagues, guests,
staff, students, patients or pupils.
Your skill is in helpingcustomers enjoy themselves. And
because each customer is different, with a different set
ofneeds, you have a key role to play in deciding how best
to meet those needs.
Our mission k
We are dedicated to BtandardB of excellence in
every aBpect of our bUBineBB.
HUDSON'S
Quality productB and quality Bervice combined A Tradltlonofl!xeeUence
with theatrical panache. Btyle and the old
valueB of reBpect, politeneBB and dignity make HudBon'B the
BucceBB that it iBo
Gur philoBophy iB really very Bimple, but making it work takeB
the beBt effort of everyone in the team. Gur prime objective iB
to SATISFY THE CUSTOMER - becauBe the cUBtomer iB the mOBt
important Bingle factor in our bUBineBB.
Your role
CATERING AND ALLIED
We're in the theatrical
bUBineBB. We put on a 'performance' whereby the food iB
beautifully cooked 'backBtage' and attractively preBented 'front
of houBe'. Staff are pleaBant and helpful and everywhere iB
BpotleBBly clean.
But, like any Bhow, there haB to be more. There haB to be a Customers will feel the atmosphere immediately they enter
touch of magie, of Btyle and imagination. We mUBt create an the premises. And whether it's a good atmosphere or a bad
aura of well-being around our cUBtomerB from the moment they one depends very much on the mood and attitude of staff.
Btep into our reBtaurant.
ThiB meanB bringing Bomething Bpecial to the job over and
above the baBic courteBieB of liBtening to clientB, adviBing
them and giving them the benefitB of our experience.
ThiB iB where you come in - the reaBon we are BucceBBful iB
becauBe we are different. And thiB iB becauBe we encourage you
to add your own touch of individuality to the performance.
How can you achieve thiBf
Through training, through being part of adynamie team,
through developing your particular BkillB, by taking opport
unitieB to move into other areaB or other reBtaurantB and by
recogniBing that it iB your unique talentB that make UB Bpecial.
Units and elements covered in
this section
G3 Deal with customers
G3.1 Maintain customer care
G3.2 Deal with customer complaints
Colleagues should support each other. If someone is under
G3.3 Deal with customer incidents
pressure it may be possible for another to help.
1 Customer skills
Greeting customers
You will know from your own experiences as a customer,
the difference made by a warm, friendly greeting from
the person serving you.
Your own greeting to customers should always be polite
and courteous. There are very few instances where a
smile will not be appreciated.
The precise words you use to greet customers will
depend on the time of day, the style and rules of your
establishment. For some 'Good evening madam' (or sir)
will be expected, for others Welcome to Jo's' will be Prominently displayed on tables, or
right. prouided with the bill at the end of the
meal, customer comment cards are a
It makes customers feel very welcome when you use way of saying to customers 'We want to
their name, 'Good morning, Mr Hamilton', perhaps prouide what you want, and welcome
because you remember them from previous visits, or your uiews on how well we are doing'.
because you have taken the trouble to check the
I
reservations book.
ACTION 1
If you expect to be serving at a function or event
attended by Royalty, Government, Civil or Church These are some of the things written about customer
dignitaries, find out first the correct form of addressing service in industry journals. Tick the appropriate box or
such people. It's one occasion when knowingthe person's boxes (Le. if you agree and the statement applies to your
name is not much help (except perhaps when you tell workplace). Discuss the issues raised, and your response
your friends about the event afterwards). with your manager or tutor, and colleagues.
Agree Strongly Relevant
dlsagree to your
workplace
o o
Cleanliness of the restaurant and 0
quality 01 the lood are the two consid
erations when choosing a restaurant.
o o
When I come into your restaurant, 0
make me happy. Make me leel good
about spending my money.
o o
Treat customers as guests, the 0
same way you would treat them
in your own home.
o o
Get to the customers within 60 0
seconds 01 them coming into the
restaurant. Once they are seated, alJow
a lurther 60 seconds at the most
belore serving them, even if
it is only to say '1'11 be right with you'.
o o
Understanding why a customer is 0
eating in the restaurant is the clue.
E.g. the romantic couple in the corner
are not there to be entertained by your
razor-sharp wit.
o o
0
Customers cannot judge the time.
II they have to wait 2 minutes, in their
The exact words you use minds it becomes 10. Leave them lor
5 minutes and they will say they
to greet customers are
have been waiting lor 30.
probably less important A happy customer will tell 3 people. 0 o o
than how you say them. An unhappy one will tell at least 20.
Try and conuey warmth You should throw your personality 0 o o
in your uoice, with the at the table you are serving.
o o
smile on your face, with 0
The impression conveyed to
the look in your eyes. customers should be that nothing
is too much trouble.
o o o
Up to 95% of dissatisfied customers
who do complain will become loyal
customers if their complaints are
handled weil and quickly.
o o o
Giving good customers extra large
portions, and the choice cuts, is
good customer care.
G3 Deal wlth customers
G3 Deal wlth customers
Anticipating customer needs
What affects customers' cholce of where to eat
Ifthe shop assistant greets you in a friendly manner
you feel welcome. If the assistant also makes helpful Time - how long they have available.
suggestions regarding the products you want to buy - Money-what they are prepared to spend.
you feel you really are getting quality service.
Reason for the meal-need something to eat, children are
hungry, convenience, social, to relax, impulse, business,
Your customers will respond in the same positive way
celebration, desire to impress.
when you anticipate their needs. For example, by:
Location/distance prepared to travel-this will depend on
• pointingto the salad counterifyou hear them say '!t's availability of transport, car parking and time.
too hot for roast pork'
Food preference - type of food they wish to eat (including
• suggesting a dish which can be prepared quickly, if vegetarian, ethnic, something they can't get at home).
they seem to be in a hurry Facilities of restaurant - many people prefer restaurants
where they do not have to sit too close to other customers.
• finding out what food customers have ordered, before
you approach them to take their drinks order Atmosphere - quiet dinner, or a lively cabaret show.
Time of day - are the preferred restaurants open, what
• removingthe flowers from the table ifthey are trying
sort of mealslfood are available at the particular time.
to work on business papers
Familiarity or personal recommendation - if a customer
• explaining that you can do children's portions has a favourite restaurant or restaurant chain, then there
may be no reason to consider any other option. The
• producing the bill when they are ready for it.
strength of any restaurant business lies in its reputation -
you are only as good as the last meal you served.
ACTION 2
Arecent survey of adults who eat out in table service Discuss with your colleagues how the findings 01 The Butter
restaurants showed that crumbing the table down, and Council's survey match up with whal you know about your
refilling glasses frequently were regarded as less important cuslomers. For example, do your cuslomers preler a lormal
than the knowledge and helpfulness of the service staff. approach, or 10 be treated like a friend? Ask your manager il
you can do a small survey 01 your own.
%
r------------------------------------------1
Olmpr~sed
1-________________________________________- -1 0 Expect os norm
r------------------------------------------1 •
Not bothered
1--------------------------------------------1 0 Don't like
KnowledgeJhelplul Ofter 10 hang coal On hand 10 help Crumbs removed Glass relilled ollen Treal like Irland Formal