Pearson BTEC Level 3 Technical Level in Food and Beverage Service Supervision

Transcription

1 Pearson BTEC Level 3 Technical Level in Food and Beverage Service Supervision First teaching September 2017 Sample Assessment Materials: Unit 4: Principles of Food and Beverage Service Supervision Version 1.0

2 Edexcel, BTEC and LCCI qualifications Edexcel, BTEC and LCCI qualifications are awarded by Pearson, the UK s largest awarding body offering academic and vocational qualifications that are globally recognised and benchmarked. For further information, please visit our qualification websites at or Alternatively, you can get in touch with us using the details on our contact us page at qualifications.pearson.com/contactus About Pearson Pearson is the world's leading learning company, with 40,000 employees in more than 70 countries working to help people of all ages to make measurable progress in their lives through learning. We put the learner at the centre of everything we do, because wherever learning flourishes, so do people. Find out more about how we can help you and your learners at qualifications.pearson.com References to third-party material made in this specification are made in good faith. We do not endorse, approve or accept responsibility for the content of materials, which may be subject to change, or any opinions expressed therein. (Material may include textbooks, journals, magazines and other publications and websites.) ISBN All the material in this publication is copyright

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27 number Answer Mark 1 Buffet (1) number Answer Mark 2 Award 1 mark from the following up to a maximum of 2 marks. (2) The chef can influence and anticipate demand more easily (1). Reduces the range of what must be bought in (1). The chef can order larger quantities (1). Reduces the cost of ingredients (1). With a limited menu, much of the preparation can be done in advance (1). Reduces the time taken to cook the dishes (1). Helps to speed up the turnover of customers (1). number Answer Mark 3 Award 1 mark for importance and 1 mark for a linked expansion. The greet stage forms the first impression on the guest (1) which sets the mood for the rest of the meal (1). Greeting the customer well gives an opportunity to check booking details / customer requirements (1) so that appropriate service can be offered (1). Accept any other appropriate response. (2) number Answer Mark 4 Award 1 mark from the following up to a maximum of 2 marks. (2) They can keep doors / windows shut (1). Turn lights / equipment off when not in use (1). Keep air conditioning / heating at the right level (1). Accept any other appropriate response. Pearson BTEC Level 3 Technical Levels in Food and Beverage Service Supervision Unit 4: Principles of Food and Beverage Service Supervision Sample Assessment Materials Version 1.0 final pre-publication - March

28 number Answer Mark 5 Using refillable dispensers (1) Providing smaller portions (1) (2) number Answer Mark 6 Award 1 mark from the following. (1) Achieving customer satisfaction (1). Lower costs (1). Customer loyalty (1). Increased revenue (1). Accept any other appropriate response. number Answer Mark 7 Award 1 mark from the following up to a maximum of 2 marks. (2) High level of technical skill required (1). Staff resource intensive (1). High initial cost for equipment (1). Increased risk of fire and personal injury (1). Accept any other appropriate response. Pearson BTEC Level 3 Technical Levels in Food and Beverage Service Supervision Unit 4: Principles of Food and Beverage Service Supervision Sample Assessment Materials Version 1.0 final pre-publication - March

29 number Answer Mark 8 Award 1 mark for identification of a way and 1 mark for a linked expansion up to a maximum of 4 marks. (4) Make one member of staff a runner (1) so that they can ensure food is constantly re-stocked (1). Ensure adequate preparation before service (1) so that cutlery is fully stocked (1). Supervisor should direct staff more consistently throughout service (1) so that staff are working efficiently to clear tables and maintain cutlery levels (1). The lunchtime period is too short (1) and the supervisor could suggest that it is lengthened (1). Accept any other appropriate response. number Answer Mark 9 Award 1 mark for identification a reason and 1 mark for a linked expansion. (2) Noise affects the ambience / privacy (1) which makes the environment unattractive (1). Accept any other appropriate response. number Answer Mark 10 Award 1 mark for identification point and 1 mark for a linked expansion up to a maximum of 4 marks. (4) Brief staff on the ingredients of all dishes (1) so they can address customer questions and advise straight away (1). Brief staff on the portion size for all food including details of the correct serving equipment to use for each dish (1) to avoid customer dissatisfaction / to maintain profit (1). Have more information about the ingredients on the menu (1) so that customers can make an informed choice (1). Accept any other appropriate response. Pearson BTEC Level 3 Technical Levels in Food and Beverage Service Supervision Unit 4: Principles of Food and Beverage Service Supervision Sample Assessment Materials Version 1.0 final pre-publication - March

30 number Answer Mark 11 Award 1 mark for a consequence and 1 mark for a linked expansion. (2) Potentially demotivating for staff (1) which could impact morale and future productivity (1). Possible impact of customer perception (1) leading to less regular business / returning custom (1). Potential waste from over ordering (1) impacting profit (1). Accept any other appropriate response. number Answer Mark 12 Award 1 mark for identification of a consequence and 1 mark for a linked expansion. (2) They won t be aware of allergen information (1) which could result in customers having allergic reactions / management being sued (1). They might describe the food incorrectly (1) which is an offence/which could lead to disgruntled customers (1). Accept any other appropriate response. number Answer Mark 13 Award 1 mark for identification of reason and 1 mark for a linked expansion. (2) Fewer staff skills required (1) which eases recruitment / training/decreases labour costs (1). Better portion control (1) which increases profit (1). Easier budgeting (1) as individual ingredients are not necessary (1). Accept any other appropriate response. Pearson BTEC Level 3 Technical Levels in Food and Beverage Service Supervision Unit 4: Principles of Food and Beverage Service Supervision Sample Assessment Materials Version 1.0 final pre-publication - March

31 number Answer Mark 14 Award 1 mark for identification of a way and 1 mark for a linked expansion up to a maximum of 4 marks. (4) set targets for recycling (1) and monitor their achievement (1). engaging the team in sustainability activities / get staff ideas (1) so that they take ownership of recycling (1). encouraging the use of recycling bins and displaying posters (1) which make it easier for staff to recycle (1). promote/facilitate recycling to customers (1) so that they participate in recycling (1). Accept any other appropriate response. number Answer Mark 15 Award 1 mark for each of the following up to a maximum of 4 marks. (4) The promotion is not suitable because: it could lead to excessive alcohol consumption and disorderly behaviour (1). other customers may feel threatened (1). disruption in the neighbourhood (1). implications on health of those drinking excessively (1). legal implications of contravening aims of licensing act (1). Accept any other appropriate response Pearson BTEC Level 3 Technical Levels in Food and Beverage Service Supervision Unit 4: Principles of Food and Beverage Service Supervision Sample Assessment Materials Version 1.0 final pre-publication - March

32 number Answer Mark 16 Award 1 mark for identification of a way and 1 mark for a linked expansion up to a maximum of 4 marks (4) Have a consultation with the customer (1) to establish their expectations (1). Ask for the requirements of the table plan (1) so the table is an appropriate size and shape/in an appropriate location in the restaurant (1). Offer a customised menu (1) so that it accommodates requirements of the customers group (1). Making sure there are sufficient staff (1) to ensure appropriate level of service (1). Accept any other appropriate response. Number 17 Indicative content Indicative content guidance The indicative content that follows is not prescriptive and candidates are not required to include all of it. Other relevant material not suggested below must also be credited. Relevant points may include the following. Recognises positive feedback (staff are friendly) and this is fed back to the staff to ensure it is maintained and built on. Ensure staff are fully trained on the service sequence so that instances such as wine not arriving at appropriate times are avoided. Recognises weaknesses and feed these back to the staff to make them aware. Conduct pre-service briefings to ensure staff understand which accompaniments match each dish. Ensure corrective action can be implemented by the supervisor. Monitor staff compliance with the service standard, carrying out remedial training if issues are identified. Support staff during service and offer assistance at busy times to overcome the problem of customers not being served food hot enough. Pearson BTEC Level 3 Technical Levels in Food and Beverage Service Supervision Unit 4: Principles of Food and Beverage Service Supervision Sample Assessment Materials Version 1.0 final pre-publication - March

33 Mark scheme (award up to 8 marks) Please see the earlier guidance on how to apply levels-based mark schemes*. Level Mark Descriptor Level 0 0 No rewardable material Level Demonstrates limited knowledge and understanding of relevant information. Discussion likely to consist of basic description and be in the form of a list with a narrow range of factors considered. Points made will be superficial/generic and not applied/directly linked to the context in the question. Level Demonstrates good knowledge and understanding of relevant information. Discussion is partially developed with a range of factors considered. Most points made will be relevant to the context in the question, but the link will not always be clear. Level Demonstrates accurate and thorough knowledge and understanding of relevant information. Displays a well-developed discussion with a broad range of factors considered. The majority of points made will be relevant and there will be a clear link to the context in the question. Pearson BTEC Level 3 Technical Levels in Food and Beverage Service Supervision Unit 4: Principles of Food and Beverage Service Supervision Sample Assessment Materials Version 1.0 final pre-publication - March

34 number Answer Mark 18 Award 1 mark for identification of an aspect and 1 marked for a linked expansion up to a maximum of 4 marks. 4 Ensure staff can recognise customer body language (1) so that they can anticipate / identify customer needs and wants (1). Ensure staff have a thorough product knowledge of dishes and beverages (1) so they can suggest how they may accompany each other / make recommendations (1). Ensure staff understand the links between selling and service (1) and the impact this has on customer satisfaction and repeat business / increase average spend (1). Ensure staff are able recognise appropriate times during the service for upselling (1) to increase likelihood of additional sales (1). Accept any other appropriate response. Number 19 Indicative content Indicative content guidance The indicative content that follows is not prescriptive and candidates are not required to include all of it. Other relevant material not suggested below must also be credited. Relevant points may include the following. Offering early bird offers to customers dining between 6pm and 7.30 pm to spread demand throughout the evening. Introducing price promotions such as buy one get one free to increase demand on quieter nights. Direct customers to alternative times/days to spread demand Introduce a minimum cover charge at busy times to encourage group bookings to use the restaurant at quieter times. Rota sufficient staff on at busy periods to ensure that customers receive good service and tables are turned over efficiently. Ask for deposits from groups to reduce no-shows, although this implies lack of trust and can put off customers. Call customers during the day to reconfirm their reservations. Impose time limit for table occupation, although this may be perceived as less favourable treatment by the customer. Pearson BTEC Level 3 Technical Levels in Food and Beverage Service Supervision Unit 4: Principles of Food and Beverage Service Supervision Sample Assessment Materials Version 1.0 final pre-publication - March

35 Mark scheme (award up to 8 marks) Please see the earlier guidance on how to apply levels-based mark schemes* Level Mark Descriptor Level 0 0 No rewardable material. Level Demonstrates limited knowledge and understanding of relevant information. Discussion likely to consist of basic description and be in the form of a list with a narrow range of factors considered. Points made will be superficial/generic and not applied/directly linked to the context in the question. Level Demonstrates good knowledge and understanding of relevant information. Discussion is partially developed with a range of factors considered. Most points made will be relevant to the context in the question, but the link will not always be clear. Level Demonstrates accurate and thorough knowledge and understanding of relevant information Displays a well-developed discussion with a broad range of factors considered The majority of points made will be relevant and there will be a clear link to the context in the question. Pearson BTEC Level 3 Technical Levels in Food and Beverage Service Supervision Unit 4: Principles of Food and Beverage Service Supervision Sample Assessment Materials Version 1.0 final pre-publication - March