UV31173 Supervise food and beverage service

Transcription

1 Supervise food and beverage service The aim of this unit is to prepare you for the supervision of food and beverage services. You will study how to ensure the service area is prepared on time and appropriately. You will allocate staff to various tasks to meet operational and customer needs, especially when unexpected problems arise. You will put this into practice by supervising the food service, bar, coffee and reception areas while interacting with customers and staff to ensure a smooth service, and providing feedback afterwards. _v5

2 Level 3 Credit value 5 GLH 44 Observation(s) 2 External paper(s) 0

3 Supervise food and beverage service Learning outcomes On completion of this unit you will: 1. Be able to supervise food service 2. Be able to supervise beverage service 3. Be able to supervise reception area 4. Understand how to supervise the food and beverage service Evidence requirements 1. Environment Evidence for this unit may be gathered within the workplace or realistic working environment (RWE). 2. Simulation Simulation may be used in this unit, where no naturally occurring evidence is available. 3. Observation outcomes Competent performance of Observation outcomes must be demonstrated on at least two occasions. Assessor observations, witness testimonies and products of work are likely to be the most appropriate sources of performance evidence. Professional discussion may be used as supplementary evidence for those criteria that do not naturally occur. You need to meet the same standard on a regular and consistent basis. Separating the assessments by a period of at least two weeks is recommended as competence must be demonstrated on a consistent and regular basis. 4. Knowledge outcomes There must be evidence that you possess all the knowledge and understanding listed in the Knowledge section of this unit. In most cases this can be done by professional discussion and/or oral questioning. Other methods, such as projects, assignments and/or reflective accounts may also be used. 5. Tutor/Assessor guidance You will be guided by your tutor/assessor on how to achieve learning outcomes in this unit. All outcomes must be achieved. 6. External paper There is no external paper requirement for this unit. Assessed observations should not be carried out on the same day for the same learning outcome. There should be sufficient time between assessments for reflection and personal development. 3

4 Achieving observations and range Achieving observation outcomes Your assessor will observe your performance of practical tasks. The minimum number of competent observations required is indicated in the Evidence requirements section of this unit. Achieving range There is no range section that applies to this unit. Criteria may not always naturally occur during a practical observation. In such instances you will be asked questions to demonstrate your competence in this area. Your assessor will document the criteria that have been achieved through professional discussion and/or oral questioning. This evidence will be recorded by your assessor in written form or by other appropriate means. Your assessor will sign off a learning outcome when all criteria have been competently achieved. 4

5 Observations Learning outcome 1 Be able to supervise food service You can: a. Ensure food service area is set up in accordance with business needs b. Agree allocation of food service duties with team according to service requirements c. Monitor table service d. Interact with customers throughout the service e. Ensure that procedures for clearing, cleaning and stocking food service areas are followed correctly *May be assessed by supplementary evidence. Observation 1 2 Optional Optional Criteria questioned orally Date achieved Portfolio reference Learner signature Assessor initials 5

6 Learning outcome 2 Be able to supervise beverage service You can: a. Ensure bar area is set up in accordance with business needs b. Ensure coffee area is set up in accordance with business needs c. Agree allocation of beverage service duties with team according to service requirements d. Maintain the comfort and wellbeing of customers in the bar area e. Ensure that procedures for clearing, cleaning and stocking beverage service areas are followed correctly *May be assessed by supplementary evidence. Observation 1 2 Optional Optional Criteria questioned orally Date achieved Portfolio reference Learner signature Assessor initials 6

7 Learning outcome 3 Be able to supervise reception area You can: a. Ensure staff maintain the appearance of the reception area b. Liaise with food and beverage service supervisors to provide information on: bookings changes to service c. Allocate and brief staff to reception duties including: personal presentation standard of behaviour relevant procedures work routines d. Oversee the arrival, seating arrangements and departure of customers e. Ensure team follow procedures for: maintaining payment points answering telephone calls customer queries/complaints *May be assessed by supplementary evidence. Observation 1 2 Optional Optional Criteria questioned orally Date achieved Portfolio reference Learner signature Assessor initials 7

8 Developing knowledge Achieving knowledge outcomes You will be guided by your tutor and assessor on the evidence that needs to be produced. Your knowledge and understanding will be assessed using the assessment methods listed below*: Projects Observed work Witness statements Audio-visual media Evidence of prior learning or attainment Written questions Oral questions Assignments Case studies Professional discussion Where applicable your assessor will integrate knowledge outcomes into practical observations through professional discussion and/or oral questioning. When a criterion has been orally questioned and achieved, your assessor will record this evidence in written form or by other appropriate means. There is no need for you to produce additional evidence as this criterion has already been achieved. Some knowledge and understanding outcomes may require you to show that you know and understand how to do something. If you have practical evidence from your own work that meets knowledge criteria, then there is no requirement for you to be questioned again on the same topic. *This is not an exhaustive list. 8

9 Knowledge Learning outcome 1 Be able to supervise food service You can: Portfolio reference f. Provide feedback to the appropriate person on the effectiveness of procedures in the food service area 9

10 Learning outcome 2 Be able to supervise beverage service You can: Portfolio reference f. Ensure specified standards and procedures for the service of products are maintained g. Ensure the beverage service complies with social responsibility practices and relevant legislation h. Provide feedback to the appropriate person on the effectiveness of procedures in the beverage service area 10

11 Learning outcome 3 Be able to supervise reception area You can: Portfolio reference f. Recommend ways of improving the reception service g. Provide feedback to the appropriate person on the effectiveness of procedures in the reception area 11

12 Learning outcome 4 Understand how to supervise the food and beverage service You can: Portfolio reference a. Explain the importance of setting up service areas in accordance with business needs b. Explain how to regulate the time available and prioritise tasks c. Describe how staff should communicate with customers and conduct themselves in the food and beverage service area d. Explain how to communicate operational procedures to staff e. Explain how to ensure staff receive the correct training to support their responsibilities f. Explain how to allocate staff duties according to service requirements g. Explain how to minimise the disruption to the service when problems occur h. Explain the importance of keeping customers informed of potential problems with service i. Explain how to inform customers of problems with service 12

13 Unit content This section provides guidance on the recommended knowledge and skills required to enable you to achieve each of the learning outcomes in this unit. Your tutor/assessor will ensure you have the opportunity to cover all of the unit content. Outcome 1: Be able to supervise food service Food area set up in accordance with business needs: Professionalism, customer satisfaction, increase sales, attract customers, correct layout of tables (e.g. for bookings, estimate of chance customers), sufficient equipment available, sufficient stock available. Allocation of food service duties: Division of service stations according to bookings, division of preparation tasks (e.g. lay up, preparing sideboards, preparing still area, cleaning tasks in service areas). Monitoring table service: Customer satisfaction, speed of service, accuracy of service, tidiness of food service area, efficient allocation of tasks to staff. Interact with customers: Customer satisfaction, monitoring standards (e.g. food, staff, service), repeat custom, upselling. Ensuring procedures for clearing, cleaning and stocking are followed correctly: Monitor staff, reallocate staff as required, maintain tidy food service area, ensure there is sufficient stock for service, customer satisfaction, cleaning operations after customers leave. Feedback on effectiveness of procedures: Immediately, after service, during team meetings, during the preservice briefing, at appraisal meetings. 13

14 Outcome 2: Be able to supervise beverage service Bar and coffee areas are set up in accordance with business needs: Correct layout of furniture (e.g. tables, chairs, stools), expected numbers (e.g. for bookings, estimate of chance customers), sufficient equipment available, sufficient stock available. Allocate duties: Division of tasks according to bookings (e.g. drink preparation, drink service, taking orders), division of preparation tasks (e.g. bar, coffee bar, cleaning tasks in bar or coffee areas). Comfort and wellbeing of customers: Customer satisfaction, take orders on arrival, serve drinks as soon as possible, top up glasses, offer alternatives to customers, provide advice if needed. Ensure procedures for clearing, cleaning and stocking are followed correctly: Monitor staff, reallocate staff as required, maintain tidy beverage area, ensure there is sufficient stock for service, customer satisfaction, cleaning operations after customers leave. Specified standards and procedures are maintained: Monitor service, reallocate staff as required, maintain tidy bar area, ensure there is sufficient stock for service, customer satisfaction, cleaning operations after customers leave, correct disposal of waste. Social responsibility and relevant legislation: Underage drinkers, never condone or encourage excessive drinking, should not permit drinking games, should not encourage anti-social behaviour, current legislation at time of delivery, health and safety at work, food safety, weights and measures, licensing, equality, sale of goods and services. Feedback on effectiveness of procedures: Immediately, after service, during team meetings, during the preservice briefing, at appraisal meetings. 14

15 Outcome 3: Be able to supervise reception area Maintain the appearance of the reception area: First impressions, customer service, promotions, clean and tidy. Liaise with food and beverage supervisors: Bookings, chance customers, special requests, special parties, discounts, promotions, restrictions of availability, maximum customer numbers. Allocate duties: Division of tasks (e.g. telephone, receiving customers, billing, payments). Arrival, seating and departure: Customer satisfaction, greeted on arrival, coats taken, shown to seats/table promptly, escorted to the door, further bookings offered, coats returned. Procedures for team to follow: Maintaining payment point (e.g. security, keep locked, only authorised users), answering telephone calls (e.g. maximum number of rings, standard greeting, record details, repeat details, thank caller), customer queries/complaints (e.g. appropriate responses, limits of authority). Ways of improving the reception service: Technology, staffing, standards of service. Feedback on the effectiveness of procedures: Immediately, after service, during team meetings, during the preservice briefing, at appraisal meetings. 15

16 Outcome 4: Understand how to supervise the food and beverage service Setting up service areas in accordance with business needs: Correct layout of tables (e.g. for bookings, estimate of chance customers), sufficient equipment available, sufficient stock available. Importance of setting up service areas: Professionalism, customer satisfaction, increase sales, attract customers. Regulate time available and prioritise tasks: Time until service, prepare customer areas first, lay tables for booked/ regular customers first, ensure products which need chilling or warming are prepared first. Communicate with customers and conduct: Professional attitude, appropriate body language, welcoming, appropriate language use (e.g. no slang or bad language). Communicate operational procedures to staff: Pre-service briefing, after service briefing, staff development, appraisal, individual feedback. Training staff to support their responsibilities: Monitor staff performance, give appropriate feedback, support staff to improve, staff development (e.g. on the job training, courses, company schemes). Allocate duties: Division of service stations according to bookings, division of preparation tasks (e.g. lay up, preparing sideboards, preparing still area, preparing for drinks service, cleaning tasks in service areas). Minimise disruption to service when problems occur: Reallocate tasks, ensure off board is up to date, suggest alternatives if shortages occur, allocate customers to tables on different stations. Importance of keeping customers informed of potential problems: Customer satisfaction, good meal experience, customer understanding, professionalism. How to inform customers of problems with service: Professional attitude, appropriate body language, friendly approach, apologise, offer suitable solutions, ask the customer how they would like the problem solved. 16