Presentation Transcript

1. D1.HBS.CL5.02

   DEVELOP AND MAINTAIN FOOD & BEVERAGE PRODUCT KNOWLEDGE

2. Develop & maintain food & beverage knowledge This Unit comprises two Elements: Obtain product information on food & beverages Provide customers with relevant food & beverage product knowledge
3. Assessment Assessment for this Unit may include: Oral questions Written questions Work projects Workplace observation of practical skills Practical exercises Formal report from employer or supervisor
4. Element 1 - Obtain product information on food & beverages Performance Criteria for this Element are: 1.1 Research general information on F&B products 1.2 Identify information required to fulfill responsibilities of job role 1.3 Develop & maintain product knowledge in line with job role & responsibilities 1.4 Identify features of specific food & beverages which have potential customer appeal
5. Research general information on F&B products ‘Product knowledge’ includes knowledge about: The venue Venue facilities Products & services offered/available The local area & country
6. Research general information on F&B products ‘Product knowledge ‘ is important to: Demonstrate professionalism Promote food Suggest drinks Generally assist customers Product knowledge’ is at the heart of providing information on food and beverages.
7. Research general information on F&B products Product knowledge required by food waiters includes: What is available and what is not Serve sizes Prices Cooking styles and times Ingredients What is fresh, what is bought in, frozen, pre-prepared Suitability for dietary or cultural requirements Cutlery and crockery required to serve menu items
8. Research general information on F&B products Beverage staff should know (have ‘product knowledge’ about): Drink types and names of beverages available – mixed drinks, cocktails Brand names – spirits, beers, liqueurs Table, sparkling and fortified wines Soft drinks – aerated waters, juices, mocktails Beers – draught and packaged (Continued)
9. Research general information on F&B products Pre-mixed or RTD drinks Prices General knowledge about each product F&B combinations Glassware
10. Research general information on F&B products Venue-specific information relates to: Opening hours Methods of payment Booking policies and procedures Complaint handling procedures Name of manager or owner Legal issues
11. Research general information on F&B products Internal sources to gain product knowledge: Menus and drink lists Personal taste tests of F&B items Recipes Talking to experienced staff (Continued)
12. Research general information on F&B products Operational manuals Policy and procedure manuals Wrapping and packaging material of products Touring the venue Talking to customers
13. Research general information on F&B products External sources of product information: Product suppliers The media Books Internet Trade shows and exhibitions Food and cooking demonstrations Promotional activities
14. Research general information on F&B products When gaining product knowledge relating to food: Focus on what is required for your workplace Learn what is needed for your individual job position Start with a focus on your immediate needs – and then expand into other areas
15. Research general information on F&B products You need to know about the following: Appetisers Soups (Continued)
16. Research general information on F&B products Meat – which can be used for entrées and main courses: Types – beef, lamb, veal, goat, pork Cuts – steaks, chops or cutlets, mince, joints Fresh or frozen “Is it tender?”
17. Research general information on F&B products Poultry: Chicken, turkey, squab, pheasant, duck, goose Whole birds, legs, wings, breast
18. Research general information on F&B products Fish: Flat, round, whole, fillets, white, oily Seafood: Shellfish (‘crustaceans’) – crayfish, crabs, lobster, prawns, shrimp Molluscs – octopus, cuttlefish, squid , clams, whelks, scallops, cockles, oysters
19. Research general information on F&B products Desserts: Served after main course May be hot or cold Puddings, pies, tarts, flans, fritters, custards and creams Fruit, Charlottes, bavarois, mousse, soufflés, sabayon Meringues, crepes and omelettes, sorbets, ice cream, Bombes, parfaits
20. Research general information on F&B products Snacks: Light meals – may be eat-in or take-away Hot chips and potato wedges Biscuits, crisps and crackers Hot dogs, pies, pasties, hamburgers Sandwiches, rolls, baguettes, croissants Ploughman’s lunch
21. Research general information on F&B products Cheese: Made from cow’s, sheep's or goat’s milk ‘Soft’ cheese – Brie, Camembert, Cottage ‘Semi-soft’ cheese – Edam, Gouda ‘Hard’ cheese – Cheddar, Parmesan ‘Blue vein’ cheese – Gorgonzola, Stilton, Roquefort
22. Research general information on F&B products Pasta: Produced ‘in house’ or bought-in as a dried product Served with sauces or used in other dishes ‘Gnocchi’, ‘Spaghetti’, ‘Fettuccini’, ‘Lasagna’, ‘Tagliatelli’ Noodles Made from flour & water &/or eggs Similar to pasta in use
23. Research general information on F&B products Vegetables: Used as accompaniment to main course & in salads ‘Root vegetables ‘ – potatoes, carrots, onions ‘Green vegetables’ – broccoli, sprouts, celery, peas, beans, spinach, cabbage Tomatoes
24. Research general information on F&B products Fruit: Growing in popularity – with all/most meals & given away in-room to house guests Pieces/platters of fresh fruit – pineapple, star fruit, bananas, apples, rambutan, mango Fresh fruit salad – with cream/ice cream/yoghurt Tinned fruit – bought in ‘pre-processed’ Dried fruit – figs, dried apricots, raisins, sultanas, currants
25. Research general information on F&B products Salads: Can be stand-alone dishes or served as an accompaniment to a meal Can be cold or ‘warm’ with (for example) chicken Dressings are usually added ‘Salad vegetables’ may be used as ‘vegetables’ & ‘many ‘vegetables’ can be used as ‘salad vegetables’ Lettuce, tomato, radishes, carrots, onions, mushrooms, beetroot, cabbage, peppers
26. Research general information on F&B products Pre-packaged food: Bought in & sold/used in the venue May be sold/used ‘as is’ or may required processing – boiling or heating or other Includes ‘portion controlled’ items – jams, butter, salt & pepper, sauces, sugar, milk
27. Research general information on F&B products Specialist cuisine food items: Special cuts of meat: Eye fillet, ribs, chicken leg with thigh attached Special growing conditions: Grain-fed beef Free range eggs Organic fruit & vegetables
28. Research general information on F&B products National dishes: Traditional dishes of the country where you work Need to know: Name, ingredients & cooking process/es History of the dish Flavours & appearance Serve size & how they are presented/served Cost
29. Research general information on F&B products ‘Signature dishes’: Dishes the venue/chef is famous for Some venues have them, some do not Can be local or from elsewhere Are nearly ‘always’ on the menu
30. Research general information on F&B products Other ‘specialist’ foods may include: Offal Aromatics, flavourings, spices & herbs Garnishes Seeds & nuts Grains, rice & pulses Fungi Preserves, condiments & accompaniments (Continued)
31. Research general information on F&B products Certain fruits, vegetables, flowers & salad items Aquatic plants Specialist cheeses & dairy products Sweeteners Fats & oils Local products
32. Research general information on F&B products Beverage knowledge required: Learn about what your workplace offers Learn the brand names of products – so alternatives can be offered
33. Research general information on F&B products You must learn: Which ones are suitable drinks for aperitifs Which ones are suitable for drinking during & after a meal Suggested basic wine and food combinations What they taste like, look like, smell like & where they come from What their alcoholic strength is (Continued)
34. Research general information on F&B products Domestic or imported? Wine information – makers, vintages, wine areas, grape varieties Serve sizes – individual drinks, bottles & cans How beverage products can be served
35. Research general information on F&B products Making of white wine – white wine can be made from red & white grapes: Grapes are harvested Grapes are crushed at the winery Pressing occurs Sulphur dioxide is added The ‘must’ is chilled & allowed to settle Must is filtered (Continued)
36. Research general information on F&B products A commercially prepared yeast is added to the must Fermentation occurs under refrigeration Fermentation is stopped when the wine has reached the required level of dryness or sweetness Yeast protein, skins and other residue are allowed to settle out & wine is 'fined‘ to remove unwanted matter The wine is aged
37. Research general information on F&B products Process for making red wine – red wine can only be made from red grapes: Grapes are harvested & crushed - juice stays in contact with skins Winemaker determines how long juice stays on the skins Grapes pressed to extract all the juice and other juice may be added – many red table wines are ‘blends’ Fermentation occurs Wine is filtered & stored in wood Wine is bottled for age
38. Research general information on F&B products Wines may be classified in different ways: Red or white wines Varietal or generic wines Sparkling wines Fortified wines The one wine can appear in more than one classification.
39. Research general information on F&B products Varietal wines: ‘Varietal’ wines are wines made from nominated grape variety Where wine claims to be made from certain grapes, it must be made from a minimum percentage of the stated variety Where wine claims to be made from grapes of a certain year a minimum percentage of the wine must be from the specified year Where wine claims to come from a nominated area a minimum percentage must come from the stated area
40. Research general information on F&B products White grape varieties: Chardonnay Chenin Blanc Rhine Riesling Sauvignon Blanc Semillon Traminer
41. Research general information on F&B products Red grape varieties: Cabernet Sauvignon Malbec Merlot Pinot Noir Shiraz
42. Research general information on F&B products ‘Generic’ wines are made to a style: Generic white wines: Chablis, Hock, Moselle, Riesling, Sauternes, White Burgundy Generic red wines: Burgundy, Claret
43. Research general information on F&B products ‘Blended’ wines: Made from two or more grape varieties Creates a unique wine May be done to overcome deficiencies in one grape type Many excellent wines are blended – blended wines are not inferior
44. Research general information on F&B products ‘Sparkling wine’: Only sparkling wine form the Champagne region in France can be called Champagne All other ‘wine with bubbles’ is ‘sparkling wine’ There are four main production methods for making sparkling wines
45. Research general information on F&B products Methods for making ‘sparkling wine’: Méthode champenoise – the traditional method Carbonated (or Injection) method Cuvee close (or Charmat, or Bulk, or Tank) method Transfer method
46. Research general information on F&B products Different styles of Champagnes: Non-Vintage (N.V.) Vintage Rosé Crémant Blanc de Blancs Blanc de Noirs
47. Research general information on F&B products Sparkling wines vary in sweetness: Driest is called ‘Extra brut’, then they describe increasing levels of sweetness: Brut Extra dry Sec Demi-sec Sweetest is called ‘Doux
48. Research general information on F&B products Champagne bottle sizes: Common/standard – 375 mls & 750 mls Magnums – equivalent to 2 x 750 ml bottles Jeroboam – 4 bottles Rehoboam – 6 bottles Methuselah – 8 bottles Salmanazar – 12 bottles Balthazar – 16 bottles Nebuchadnezzar – 20 bottles
49. Research general information on F&B products Fortified wine: Base wine with added alcohol The extra alcohol adds sweetness & improves the ‘keeping’ quality Alc/vol = 17% - 22% range Serve size = 60 mls
50. Research general information on F&B products Fortified wines include: Sherries Dry, Medium, Sweet, Cream Vermouths Ports Muscats
51. Research general information on F&B products Vermouth: White wine infused with various herbs, spices, flowers, fruits Available in: Red – ‘rosso’ (sweet): also called ‘Italian’ White – ‘bianco’ (dry): also called ‘French’ Used in some mixed drinks & on its own as a pre-dinner drink
52. Research general information on F&B products Ports are available in a variety of styles: White port – no/less time in contact with grape skins Ruby port – blended & bottled young to retain ‘fire’ Tawny port – called after its colour due to wood aging Vintage port – made from grapes of one specific year: should be consumed with 2 – 3 days of opening Liqueur port – tawny port which has been allowed to evaporate through casks to reduce amount of liquid & concentrate the sugar, colour & flavour
53. Research general information on F&B products Muscat: Name can refer to the grape variety or the fortified wine Is a red dessert wine Also available in ‘Liqueur’ form (similar to liqueur port)
54. Research general information on F&B products Major wine producing countries of the world:
55. Research general information on F&B products Spirits: There are 5 basic spirits: Whiskey Rum Gin Vodka Brandy
56. Research general information on F&B products Whisky: Distilled from grain (barley, rye, maize, cereal) There are various sorts: Scotch whisky – grain, de luxe, malt Common brands = Johhnie Walker (different colour labels indicate different quality), Chivas, Haig’s Dimple, Black & White, Teacher’s, Glenfiddich
57. Research general information on F&B products Other whisky products: Irish whiskey: Jameson, Paddy’s, Tullamore Dew Bourbon & Rye whiskies: Wild Turkey Kentucky Straight Bourbon Whisky Jack Daniels Sour Mash Tennessee Whiskey Jim Beam Kentucky Straight Bourbon Whiskey
58. Research general information on F&B products Rum: Distilled from molasses Styles: Jamaican, Barbados, Trinidad Colours: Red, clear/white, gold Brand names: Captain Morgan, Bacardi, Cougar
59. Research general information on F&B products ‘Proof’: Another way of indicating the alcohol content of spirits ‘Proof’ figure will be twice the alc/vol figure 80 proof means 40% alc/vol
60. Research general information on F&B products Gin: White spirit with added infusions of various berries & herbs – juniper, sloe berries, coriander, cardamon, citrus peel ‘London Dry Gin ‘ – most called for type: Gordon’s, Tanqueray, Gilbey’s Slow Gin – emphasis on sloe berries
61. Research general information on F&B products Vodka: Made from a base grain or molasses & heavily filtered Traditionally not flavoured but recent vodkas feature infusions of cherries, pears, cranberries, strawberries, vanilla, oranges, lemons & other ingredients Popular brands – Enistoff, Karloff, Finlandia, Wyborowa, Smirnoff, Skyy
62. Research general information on F&B products Brandy: Distilled from grapes Widely produced Popular brands = St. Remy, Remy Martin, Hennessy Cognac: Must be made in ‘Cognac’ region (France) Consumed from Brandy Balloon Popular brands = Courvoisier, Remy Martin, Camus
63. Research general information on F&B products Tequila: Mexican spirit – clear to pale gold in colour Made from cactus plant May have worm in the bottle Popular brands - José Cuervo, El Toro, Coyote
64. Research general information on F&B products Service of spirits: Double (60 mls), Full nip (30 mls) or Half (15 mls) May be in long or short glass May be served ‘with’ or ‘without’ ice ‘Neat’ = no ice, no water, no mixer If patron does not specify, standard industry practice is: Ask how they want it Use full nip, long glass & ice
65. Research general information on F&B products Mixers/soft drink with spirits: Gin – tonic water, lemon squash, bitter lemon, lemonade, orange juice Brandy – dry ginger, cola, lemonade Whisky – dry ginger, cola, soda water Rum – cola Vodka – lemon squash, orange juice, tomato juice
66. Research general information on F&B products RTDs: Stands for pre-mixed ‘Ready-To-Drink’ products Available in bottles & cans May be spirit-based or wine-based Examples include Bacardi Breezers, Vodka Cruisers, Canadian Club and cola, Jack Daniels and cola
67. Research general information on F&B products Applejack: Pot distilled from apples May be straight or neutral spirit Aquavit: ‘Water of life’ Distilled from grain or potatoes – may be flavoured Served ice cold – can be stored in a freezer
68. Research general information on F&B products Calvados: Apple brandy Eau de Vie: ‘Water of life’ Fruit brandies Generally colourless
69. Research general information on F&B products Kirsch: French cherry brandy Kirschwasser: German or Swiss cherry brandy
70. Research general information on F&B products Ouzo: Greek national drink Aniseed flavour Pernod: Proprietary brand aniseed-flavoured French drink Both turn milky in colour when water is added
71. Research general information on F&B products Poire Williams: French pear brandy Slivovitz: Yugoslavian plum brandy
72. Research general information on F&B products Liqueurs: Spirits flavoured with a range of ingredients ‘Proprietary’ liqueurs = liqueurs made only by one company: Tia Maria, Grand Marnier, Galliano ‘Generic’ = styles of liqueurs made by many producers: advocaat, crème de menthe, crème de cacao Used in cocktails or served on their own - may be served ‘flaming’ Serve size = 30 mls
73. Research general information on F&B products Advocaat: Thick, yellow egg- & spirit-based Anisette: Sweet anise-flavoured Bailey’s Irish Cream: Whiskey with fresh cream, chocolate & coffee
74. Research general information on F&B products Benedictine DOM: DOM = Deo Optimo Maximo Golden liqueur with herb flavour Chartreuse – yellow & green: Brandy distilled with herbs Yellow Chartreuse is yellow & sweeter Cointreau: Clear orange-flavoured
75. Research general information on F&B products Crème de Bananes: Sweet & banana-flavoured Crème de Cacao: Sweet liqueur of cocoa & vanilla beans Crème de Cassis: Blackcurrant-flavoured Crème de Menthe: Mint-flavoured – available in green & clear
76. Research general information on F&B products Drambuie: Scotch whisky with herbs & honey Grand Marnier: Oranges steeped in Cognac Irish Mist: Whiskey infused with heather & honey Kahlua: Coffee-flavoured
77. Research general information on F&B products Curaçao: Orange-flavoured liqueur Blue, orange or colorless Jagermeister: Bitter tasting made from herbs, roots & spices Kummel: Grain spirit flavoured with caraway seeds Maraschino: Cherry liqueur
78. Research general information on F&B products Midori: Green & melon-flavoured Parfait d’Amour: Highly-scented, violet-colored liqueur Peach brandy: Peaches soaked in brandy Royal Mint Chocolate: Like a liquid ‘after dinner mint’
79. Research general information on F&B products Sambuca: Anise-flavoured Red, black or clear Strega (‘the witch’): Italian herb-flavoured liqueur Tia Maria: Coffee-flavoured Van Der Hum: Brandy with tangerines
80. Research general information on F&B products Beer – available in: Draught – bulk form using kegs/barrels Packaged form – small and large bottles,cans
81. Research general information on F&B products Beer is made by ‘brewing’: Barley steeped in water & germinates Dried by warm air & ground Mixed with water to make 'wort’ Wort boiled with hops & sugar Cooled & yeast added to start fermentation Beer is then clarified, stored & matured Filtered, packaged & sold
82. Research general information on F&B products Boutique beers: Not mass produced Have unique characters – colour, aroma, flavour May be produced by micro-breweries, some attached to hotels May be domestic/local/national or international (from overseas)
83. Research general information on F&B products Commercially produced beers: Brewed by big breweries – at different strengths: Standard – around 4.9% alc/vol Mid-strength – about 3.3% alc/vol Light – about 2.2% alc/vol Low-alcohol – at around 0.9% alc/vol May be domestic or overseas
84. Research general information on F&B products Citrus-infused beers: Beer infused during the brewing process with one or more of the following: Orange Lemon Lime
85. Research general information on F&B products Imported beers:
86. Research general information on F&B products Most beer is served ‘neat’ but variations exist: Shandy = beer & lemonade Beer with a dash = just a small amount of lemonade Lager & line = beer & lime juice Red eye = beer & tomato juice Black & tan (‘Half & half’) = beer & stout Portergaff = stout & lemonade Wedge of lime in neck of Corona bottle Glasses for beer range from 200 mls.
87. Research general information on F&B products Non-alcoholic beverages: Tea Coffee Milk shakes & flavoured milks Smoothies Hot & iced chocolate Juices (Continued)
88. Research general information on F&B products Cordials & syrups Waters Soft drinks/aerated waters Mocktails Health & energy drinks Frappés Children’s specialty drinks
89. Identify information required to fulfill responsibilities of job role General work requirements – Head waiter: Organise staff Create table/floor plan Conduct staff briefing Liaise with others Welcome guests (Continued)
90. Identify information required to fulfill responsibilities of job role Oversee/supervise service session Monitor service standards Conduct end-of-session de-briefings Contribute positive suggestions for change
91. Identify information required to fulfill responsibilities of job role General work requirements – Food waiter: Setting up room Greeting guests Taking orders Serving food Clearing tables Preparing & presenting accounts (Continued)
92. Identify information required to fulfill responsibilities of job role Receiving payment Farewelling guests Stripping room
93. Identify information required to fulfill responsibilities of job role General work requirements – Drink waiter: Setting glasses Taking drink orders Delivering drinks to tables/guests Serving drinks Making recommendations (Continued)
94. Identify information required to fulfill responsibilities of job role Clearing Preparing, presenting & processing beverage account Farewelling guests Stripping room at end-of-service Cleaning
95. Identify information required to fulfill responsibilities of job role Combined ‘food & beverage’ roles: Integrate the identified roles of individual food & beverage waiters Occur: In small venues, &/or In large venues where management believes service of F&B is best provided to guests by the same person
96. Identify information required to fulfill responsibilities of job role ‘Runners’ (‘Busboys/busgirls) – support waiters: Running/bussing dishes to & from kitchen & dining room Removing unwanted items Preparing ancillary items to support service Fetching & carrying whatever the waiter wants Conveying messages Dealing with spills
97. Identify information required to fulfill responsibilities of job role General work requirements – Bar staff: Prepares bar for service Mix & serve drinks – to staff & direct to customers Accepts payment - & may run the accounts Orders stock Cleans & tidies bar
98. Identify information required to fulfill responsibilities of job role You may obtain information on what your job entails by: Reading Job Descriptions & similar Seeking verbal advice from others Attending on-the-job training Reading workplace Checklists
99. Develop & maintain product knowledge in line with job role & responsibilities The industry is constantly changing & you need to be proactive & stay up-to-date with what is happening – you can do this through a mix of: Formal research Informal research
100. Develop & maintain product knowledge in line with job role & responsibilities Customer feedback & workplace observation is useful in developing/maintaining product knowledge: Talk to guests/customers Identify new items available on menus/drink lists Note ‘product returns’ Note workplace advertising & displays Talk with other staff Observe guests/customers
101. Develop & maintain product knowledge in line with job role & responsibilities Research needs a focus as to what is required & why it is required – ways to achieve this: Speak to guests when they have finished a drink/meal Distribute ‘Customer Comment’ cards Encourage use of online feedback Talk to customers during meal/experience Observe guest/customer reaction to food/drinks/service
102. Develop & maintain product knowledge in line with job role & responsibilities Develop & maintain product knowledge in relation to: Current market trends Local area products Seasonal produce Enterprise menus & specials Enterprise trends Promotional activities
103. Develop & maintain product knowledge in line with job role & responsibilities Make sure you share any new/updated F&B product knowledge you identify – this can be done through: Informal sharing: Talking & telling; answering questions Formal sharing: At staff meeting & briefings Through handouts
104. Identify features of specific F&B which have potential customer appeal You need to identify F&B features so you can: Meet customer expectations Optimise sales Enhance customer experience Increase chance of repeat & referral business Meet management expectations Demonstrate customer-focus
105. Identify features of specific F&B which have potential customer appeal Focus on the following: Relationship between food & beverages Knowledge of specific foods Knowledge of specific beverages Local products Workplace menus, specials & trends
106. Identify features of specific F&B which have potential customer appeal Regarding the relationship between specific foods & beverages: Identify food & drinks which work well together Aim to be able to recommend at least onebeverage for each menu item List beverage matches on menu? Create a list of beverage matches to put behind bar?
107. Identify features of specific F&B which have potential customer appeal Knowledge of specific foods must: Cover all menus for all sessions, days & times Embrace all the characteristics of every dish listed on the menu – such as: Taste, aroma & serve size Ingredients, cooking style & preparationtime Price Cultural & dietary factors
108. Identify features of specific F&B which have potential customer appeal Knowledge about beverages should address: Alcohol strength, country of origin and price Taste and colour Special characteristics Prizes, awards, medals and trophies Vintage of wines Uses
109. Identify features of specific F&B which have potential customer appeal Local products: May be regional or national Can include: Beers, wines, spirits, drinks Locally processed items Local raw ingredients
110. Identify features of specific F&B which have potential customer appeal Knowledge about local products must cover: Name and characteristics Growers, producers and providers - and location Packages available for sale to public Customs restrictions Cost How to use or consume Local popularity Growth and the basics of production
111. Identify features of specific F&B which have potential customer appeal Facts to know about menu items: Serve size and taste Fresh or frozen Ingredients Time to prepare or ‘ready to serve’ immediately Ingredients Cooking style Cultural and dietary suitability
112. Identify features of specific F&B which have potential customer appeal Find out the following about ‘Specials’: Items available as part of the Special/deal/package When it starts and finishes Cost Who is eligible Why it is ‘special’
113. Identify features of specific F&B which have potential customer appeal Knowledge about local or venue trends can be used to: Make recommendations Engage with guests Demonstrate professionalism Find out more about emerging trends
114. Summary – Element 1 When obtaining product information on F&B: Be proactive in finding relevant information Do internal and external research to obtain facts, figures and product knowledge Undertake formal and informal research activities Learn about the different courses, dishes and ingredients used (Continued)
115. Summary – Element 1 Learn about cooking times, styles, specialist items, national dishes and signature dishes Be able to name all the food and drinks served and their ingredients Learn about beers, wines, spirits, liqueurs and non-alcoholic drinks Learn about service options for F&B items (Continued)
116. Summary – Element 1 Taste test items Determine specific F&B knowledge you need for your job role and learn that first Read all internal documentation – menus, drink and wine lists, job descriptions, training materials Share new knowledge with other staff Spend time learning about special features which have the potential to interest and be attractive to tourists and visitors
117. Element 2 - Provide customers with relevant F&B product knowledge Performance Criteria for this Element are: Offer advice on suitable combinations of foods and beverages where appropriate Provide assistance to customers on selection of F&B items Respond courteously and authoritatively to customer questions in relation to menus and drink lists Provide advice on menu items that reflect the special dietary or cultural requirements of customers
118. Offer advice on suitable combinations of F&B Many customers require help on F&B combinations – this may be provided: In response to questions When serving – at table or bar When ‘greeting and seating’ In public areas When delivering room service In retail outlets
119. Offer advice on suitable combinations of F&B You must ask questions before making recommendations: Alcoholic or non-alcoholic? Just for themselves or to share with others? What sort of wine – red or white? Still or sparkling? What food have they chosen? Local product? New taste experience?
120. Offer advice on suitable combinations of F&B When making recommendations: Never say to customers: “I don’t know”, or “I don’t drink” Realise you are only making suggestions and guests are not obliged to accept what you recommend
121. Offer advice on suitable combinations of F&B Suggestions for matching wine with Western food:
122. Offer advice on suitable combinations of F&B Matching Asian food with wine: Steer away from strong-flavoured reds White wines generally provide a better match than red wines Try to ‘complement’ the food – not ‘contrast’ it
123. Offer advice on suitable combinations of F&B ‘Complementing’ means suggesting a wine to harmonise with the selected food: White wine with white meat Red wine with red meat Reds with cheese Delicate with delicate Full-bodied with full-bodied Sweet with sweet
124. Offer advice on suitable combinations of F&B ‘Contrasting’: Selecting a wine which stands distinctly different to the food Seeks to highlight difference – rather than ‘harmonise’ food and wine Try to learn which styles of wine contrast well with certain styles of food Taste test to assist your learning
125. Provide assistance to customers on selection of F&B When providing assistance on F&B selection: Be honest and accurate Speak clearly, confidently and audibly Be alert to every chance to do so: Be proactive If in doubt – ask
126. Provide assistance to customers on selection of F&B Drink/beverage advice may be given: When patrons are undecided or unsure The ordered drink is not available On special occasions When a new product is in stock When customer feels ‘off colour’ When they are eating If they do not want alcohol or much alcohol
127. Provide assistance to customers on selection of F&B Ask questions before recommending beverages: Hot or cold? Alcoholic or non-alcoholic? Beer, wine or a mixed drink? Cocktail? Red or white wine? Bottle or can or just a glass?
128. Provide assistance to customers on selection of F&B Information when providing assistance on selection of beverages can include: Taste, colour and aroma Imported or domestic Options for consumption Alcoholic strength Size of drink, can or bottle Special points or characteristics
129. Provide assistance to customers on selection of F&B When advising about food: Make it sound appealing but be honest Be prepared to suggest or advise on: Soups, fish, roast, vegetables, sauces and Specials of the day Signature dishes Take notes when the pre-service briefing takes place
130. Provide assistance to customers on selection of F&B Provide other assistance too: Carrying their drinks Helping with their children Getting them some reading material Helping with luggage Opening doors Phoning a taxi Obtaining something ‘extra’
131. Respond to customer questions in relation to menus and drink lists When responding to questions: Answer: Courteously, accurately and honestly Talk: Clearly, confidently and loud enough
132. Respond to customer questions in relation to menus and drink lists Plan your answers to customer questions: Many questions from customers can be predicted There is a need to plan and prepare answers to these So they help distinguish your venue from the competition Realise questions do not indicate rudeness or stupidity
133. Respond to customer questions in relation to menus and drink lists When responding to questions remember: It is part of your job Questions are not an interruption to your work Never indicate the questions are ‘silly’ Customers use questions to enhance their dining experience
134. Respond to customer questions in relation to menus and drink lists Strategy for responding to questions: Be polite Respond promptly Never give a negative impression Smile Give customers your full attention Spend the required amount of time Ensure information provided is understood
135. Respond to customer questions in relation to menus and drink lists If you do not know the answer to a question: Apologise Tell them you do not know the answer Tell them you will find out Do so Report back to them Never: Lie or make it up Ignore the question
136. Provide advice that reflects special requirements of customers Special requests from customers can relate to: Timing issues Cultural issues Dietary requirements Personal preferences How steaks are cooked Entrées as main courses and MCs as entrées ALWAYS CHECK WITH THE KITCHEN
137. Provide advice that reflects special requirements of customers Special requests can relate to dietary issues: Vegetarian requests: Lacto-ova or Ova-lacto vegetarians Lacto-vegetarians Pescatarians Vegans (Continued)
138. Provide advice that reflects special requirements of customers Low-salt foods Low or no-sugar meals Lactose-reduced milk Gluten-free menu items Macrobiotic foods ALWAYS CHECK FIRST WITH KITCHEN BEFORE TAKING ORDER
139. Provide advice that reflects special requirements of customers Always treat requests/food orders with extra care and attention if guest mentions they have special needs in relation to: Allergies Medications Health-related conditions Specific diets
140. Provide advice that reflects special requirements of customers When dealing with special requests involving heath-related issues: Check with kitchen or management before taking order Ensure those preparing the food understand the requirement or health issue Double-check when you pick up the dish it has been prepared as required Check you have appropriate emergency responses in place if something goes wrong
141. Provide advice that reflects special requirements of customers You may need to respond to cultural food-related requests from: Jewish guests Muslim guests Hindu guests
142. Provide advice that reflects special requirements of customers Degrees of ‘doneness’ of steak: Blue Rare Medium-rare Medium to Well Done Well Done
143. Summary – Element 2 When providing customers with relevant F&B product knowledge: Be prepared to offer help and advice at every opportunity – be proactive Ask some questions to identify guest needs, wants and preferences before making recommendations Ensure suggestions reflect identified preferences of guest Learn the dishes in your workplace and learn the beverages which match them and make a suitable accompaniment (Continued)
144. Summary – Element 2 When recommending wines consider the ‘complement’ or ‘contrast’ approach Use product knowledge as the basis for information or help provided Try to obtain first-hand knowledge about the food and beverages you serve – try to taste test everything Determine the specials before each service session – from the kitchen (Continued)
145. Summary – Element 2 Be alert to the potential to provide extra service when providing customers with F&B product knowledge Respond to questions and queries in a courteous and honest manner Always tell the truth about the items you recommend – tell the ‘bad’ as well as the ‘good’ Prepare for questions from customers – try to determine the questions they might ask and plan a suitable response (Continued)
146. Summary – Element 2 Never say “I don’t know” or “It’s not my job” Be very careful when responding to food queries relating to health, diet or medical issues Always check with the kitchen before taking a special food order Make sure the kitchen understands the requirements for any special food requests you place with them