FOOD AND BEVERAGE SERVICE PROFESSIONAL - …stream.lobsterink.com/legacy/hallmark/food_and_beverage_service... · Allergens aren’t always food ... accompaniments. Make eye contact,
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
3 LEVEL
3.1 Menu Preparation3.1.1 Preparing the Menu
3.1.2 Learning the Menu
3.1.3 Practising your
Communication
3.1.4 Learning Difficult Terms
3.1.5 Allergens
3.1.6 Special Dietary
Requirements
2
3
4
5
6
7
3.2 Menu Recommendation3.2.1 The Recommendation Step By Step
3.2.2 Tailoring your Recommendation
3.2.3 A Focus On – Chalkboard Menu
3.3 The Docket System3.3.1 Understanding the Docket
System
3.3.2 The Waiter’s Docket
3.3.3 The Flow of the Docket
3.4 Taking Orders3.4.1 Taking Guests’ Orders
3.4.2 Staggering Orders
3.5 Payment and the Bill3.5.1 Presenting the Bill
3.5.2 Payments and Gratuities
8
9
10
11
12
13
14
15
16
17
page no.
page no.
page no.
page no.
page no.
FOOD AND BEVERAGE SERVICE PROFESSIONALTraining Manual & Workbook
• Prepare menus before service.• Clean the menus, check each page to make sure there are no stains. • Display menus neatly.• Make sure that menus are up-to-date. Ensure that you have enough menus for the number of Guests you are expecting.
Any promotional material or information sheets should be clean and neatly displayed.
1) True or false?
Menus can be prepared during service.
2) True or false?
If you find you don’t have enough menus during service, ask Guests to share.
3) Circle the correct answer:
Menus should be cleaned and prepared before / after service.
4) Fill in the missing words:
Promotional material should be ___________ and ________________________.
Step 1: Divide the menu into courses• starters• entrées• main courses• desserts
Instead of having to remember twenty (or more!) dishes, simply remember how many of each dish you have – for instance: five starters, three entrées, eight main courses and four desserts.
Step 2: Highlight the dishes’ main ingredients and cooking methods
Step 3: Accompaniments – starch, vegetables and the sauceWhat is the starch and how is it cooked?What is the vegetable and how is it cooked?What is the sauce and how is it prepared?
1
2
3
• Meat (beef, game, lamb, and pork)
• Poultry (chicken, turkey, duck and quail)
• Fish• Vegetarian
• steamed• deep-fried • sautéed• grilled
Main ingredients Cooking method
1) Complete the steps for learning the menu:
2) Fill in the missing words:
Each meal can be divided into a __________, a _____________, a ____________, and a main ingredient.
3) Fill in the missing words:
Examples of cooking methods are:
A ___________________
B ___________________
C ___________________
D ___________________
1
2
3
Divide the menu into ________
Highlight the ____________________ and the _______________________ for each dish.
Divide each dish according to ___________, ____________________, and _____________.
If you see a word you do not understand, make a note alongside the word and ask the chef when he has time.
Find out what the words that you don’t understand on the menu mean, so that you can explain them if a Guest asks.
If there are any of your colleagues that also don’t understand these words, go to the chef together so that the chef does not have to explain twenty times to twenty different people.
1) True or false?
If you don’t understand something on the menu, you can go and ask the chef when a Guest asks you what it means.
2) True or false?
It is a good idea to make a note of all the words you don’t understand on the menu, and then ask the chef to explain, before service starts.
Allergens are foods that are safe for most people to eat, but cause allergic reactions in others. Allergens aren’t always food – for some people feathers or bee stings can also cause an allergic reaction.The symptoms of an allergic reaction include a rash, difficulty breathing, and sneezing. An allergic reaction can be fatal if not treated correctly.
• Obtain information about allergies and dietary requirements during the booking process. Relay this during the pre-service meeting.
• If a Guest informs you of an allergy during service, let the Pass Manager know immediately.
• Bear your Guests’ dietary requirements in mind when recommending dishes.• Guests with specific dietary requirements often require your guidance in selecting their
meals.
Common allergens:
How to Tailor for Guests with Allergies
Nuts – such as peanuts, almonds,
and walnuts.
Shellfish – such as prawns, crab and
lobster.
Dairy – including milk, cheese and
yoghurt.
Garlic and onion
Gluten – gluten is found in grain products such as
wheat, flour and oats.
Eggs
1) Complete the list of common allergens:
2) Fill in the missing words:
The symptoms of an allergic reaction are _________, ___________, and
______________ __________________.
3) True or false?
If a Guest informs you of an allergy during service, you should inform your Pass Manager immediately.
The waiter’s docket has the most detail, including the Guest names, table number and their food and drinks orders. The times the order is taken, and the time it goes out, are also noted here.
The pass docket is written by the pass manager who copies the information on the waiter’s docket over onto their own docket. This contains Guests’ orders and position numbers and also notes the time the orders are placed and the time at which they go out.
The kitchen docketis also filled out by the pass manager. This is for the chef, who only requires information on which dishes to prepare, and which of these need to go out at the same time to a specific table number.
The docket system is used to note Guests’ orders, and information on requirements or preferences. This can then be relayed to the kitchen or bar.
a b c
1) Fill in the missing words:
The docket system is used to write down all the Guests’ _________________________,
and any other information on ___________________________ or
__________________.
2) Match the docket type to its definition:
The Waiter’s docket
The Pass docket
The Kitchen docket
Types of
dockets
This docket will have the Guests’ orders, and position numbers, as well as the time the order was placed, and the time it was sent out.
This docket has the least amount of information – only which dishes to prepare, when the dishes need to go out, and the position numbers.
This docket has the most detail, including Guest names, position numbers, what each Guest has ordered for each course, and drink orders.
Speeding up ServiceIf you have Guests who need to be somewhere at a certain time, there are a number of ways in which you can speed up service.• Decrease the time between delivering the menu
and delivering your recommendations. • Make your recommendation when delivering the
menu.• You can combine the recommendations and
ordering process.
Slowing down ServiceIf your guests are not in a hurry, for example a couple on a romantic date, you can slow down service by leaving more time between the steps.
Staggering is a process used to ease the pressure on the
kitchen, and it is done by timing your tables’
orders.
1) True or false?
Staggering is a process used to ease pressure on the kitchen.
2) True or false?
You can slow service down by walking to the table with the dishes very, very slowly.
3) Circle the correct answer:
You can slow down service leaving more / less time between steps.
4) If you need to speed up service, you could:
A. Decrease the time between ____________________________ and ____________ ___________________.
B. Combine ____________________ and _________________________.
3.5.1 PRESENTING THE BILL 3.5.2 PAYMENT AND GRATUITIES
Never bring the bill before the Guest asks for it.
Present the bill to the host, or the person who asked for the bill.
If a Guest approaches you away from the table to pay the bill, be ready so that they can pay quickly and discreetly.Prepare the bill while your Guests are enjoying their coffee or digestif.Check the bill for any mistakes.Place the bill on a small tray or in a bill fold, with a working pen.
1) True or false?
As soon as your Guests have finished dessert, you can bring the bill.
2) True or false?
You must wait for the Guest to ask you to bring the bill.
3) Circle the correct answer:
Check the bill to make sure that there are no mistakes / the Guest has left a gratuity.
4) Fill in the missing words:
Place the bill on a ____________ or in a ____________, with a _______.
Present the bill to the Guest and leave the table. The Host will often put a card or money in the bill fold and close it again, indicating that you can approach.If the Guest is paying cash take the billfold back of house, count the money and supply change if necessary.
If a Guest finds an error on the bill, apologise and take the bill back of house to fix it immediately.
If the Guest is paying by card, offer to bring the card machine. Card transactions must always happen in front of the Guest.
Guests may want to split the bill, or pay separately. If it is your establishment’s policy to not split bills, ensure that you politely communicate this to Guests in advance.
1) True or false?
When the Host puts money or a card in the bill fold, this is a signal that you may approach the table to process the payment.
2) True or false?
You should expect a tip or gratuity from your Guest.
3) Fill in the missing words:
If your Guest finds an error on the bill, you should ________________________________