Principles of providing a counter and takeaway service

Transcription

1 Principles of providing a counter and takeaway service UV11065 T/502/8297 Learner name: VRQ Learner number:

2 VTCT is the specialist awarding body for the Hairdressing, Beauty Therapy, Complementary Therapy, Hospitality and Catering and Sport and Active Leisure sectors, with over 45 years of experience. VTCT is an awarding body regulated by national organisations including Ofqual, SQA, DfES and CCEA. VTCT is a registered charity investing in education and skills but also giving to good causes in the area of facial disfigurement. Statement of unit achievement By signing this statement of unit achievement you are confirming that all learning outcomes, assessment criteria and range statements have been achieved under specified conditions and that the evidence gathered is authentic. This statement of unit achievement table must be completed prior to claiming certification. Unit code Date achieved Learner signature Assessor initials IV signature (if sampled) Assessor tracking table All assessors using this Record of Assessment book must complete this table. This is required for verification purposes. Assessor name Assessor signature Assessors initials Assessor number (optional)

3 UV11065 Principles of providing a counter and takeaway service The aim of this unit is to develop your knowledge and understanding of providing a counter and takeaway service. You will be able to serve customers at the counter effectively, using safe and hygienic practices. This will include providing customers with accurate product information relating to ingredients, items available, prices, special offers and organisational promotions to enable choices to be made. You will also learn the importance of portion control at service and the impact this has on business profitability. You will learn safe and hygienic practices in clearing service areas throughout the service period, and why maintaining stock levels of service items is important. You will identify why the clearance of food debris and rubbish is essential and how this can impact on customer perception of the business. UV11065_v5

4 Level 1 Credit value 1 GLH 6 Observation(s) 0 External paper(s) 0

5 Principles of providing a counter and takeaway service Learning outcomes On completion of this unit you will: 1. Know how to serve customers at the counter 2. Know how to maintain counter and service areas Evidence requirements 1. 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. 2. 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. 3. External paper There is no external paper requirement for this unit. UV

6 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. 4 UV11065

7 Knowledge Learning outcome 1 Know how to serve customers at the counter You can: Portfolio reference a. Describe safe and hygienic working practices for serving customers and their importance b. State the importance of controlling portions when serving customers c. State the importance of giving accurate information to customers d. Describe the types of unexpected situations that might occur when serving customers UV

8 Learning outcome 2 Know how to maintain counter and service areas You can: Portfolio reference a. Describe safe and hygienic working practices for clearing counter and service areas b. State the importance of keeping counter preparation areas and dining areas tidy, and free from rubbish and food debris throughout the service c. State the importance of maintaining a constant stock of service items d. Describe the types of unexpected situations that might occur when clearing away 6 UV11065

9 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: Know how to serve customers at the counter Importance of safe and hygienic working practices for serving customers: Working within regulations (legal and organisational), prevent crosscontamination (food separation, sanitising, use of hygienic cloths, washing hands), principles of temperature control (probing, recording information, sanitising), correct food storage (containers, covered), cleaning (organisational procedure), correct treatment of equipment (clean, good condition), personal hygiene (uniform, hair tied back, minimal or no jewellery, discreet or no make-up and no strong smelling perfume/aftershave/ deodorant), food handling (gloves, uniform, hat), consequences of non-compliance (fines, prison). Importance of controlling portions: To standardise portions (reduce complaints, customer satisfaction), profitability. Importance of giving accurate information to customers: Consumer protection, customer satisfaction, reduce complaints, sales opportunities (to upsell menu, special offers, promotional). Types of unexpected situations that might occur when serving customers: Equipment (breakages, shortage, broken down), menu items unavailable (substitutions, alternatives). UV

10 Outcome 2: Know how to maintain counter and service areas Importance of safe and hygienic working practices for clearing counter and service areas: Manual handling (lifting equipment, movement of staff), personal hygiene, follow organisational procedures for cleaning, correct disposal of waste, correct use of personal protective equipment (PPE), correct use of cleaning materials, correct cleaning of equipment, follow procedures for closing down service areas. Importance of safe and hygienic working practices for serving customers: Working within regulations (legal and organisational), prevent crosscontamination (food separation, sanitising, use of hygienic cloths, washing hands, correct waste disposal), principles of temperature control (probing, recording information, sanitising), correct food storage (containers, covered), cleaning (organisational procedure), correct treatment of equipment (clean, good condition), personal hygiene (uniform, hair tied back, minimal or no jewellery, discreet or no make-up and perfume), food handling (gloves, uniform, hat), consequences of non-compliance (fines, prison). Importance of keeping counter preparation areas and dining areas tidy, and free from rubbish and food debris: Compliance with food hygiene regulations, compliance with health and safety regulations, reduce risk of accidents, reduce risk of cross-contamination, reduce risk of fire, reduce risk of pest infestation, instil customer confidence, organisation reputation and image. Disposal of rubbish and food waste: Appearance (organisation image, clean, tidy), food presentation (maximise sales), working within regulation, prevent cross-contamination (food separation, sanitising, use of disposable cloths), cleaning procedures, correct treatment of equipment, pest prevention, meeting customer expectations, consequences of non-compliance (for organisation, for employee and for customer). Importance of maintaining a constant stock of service items: Provide efficient service (trays, cutlery and crockery, condiments and accompaniments), minimise queuing. Types of unexpected situations that might occur when clearing away: Equipment (breakages, shortage, broken down), menu items unavailable (substitutions, alternatives), accidents. 8 UV11065