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LEARNER GUIDE
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Table of Contents
Prepare and clear areas for table service........................................2 Specific Outcomes and Range of Learning.........................................6 Preparing and Clearing Areas for Table Service.................................10 Ensuring that linen and service items are ready for service....................11 Common Napkin Folds.............................................................12 Preparing and storing condiments and accompaniments..........................17 Making sure that refuse and waste containers are clean.......................18 Make sure that dining furniture is ready for food service.....................19 Types of service...................................................................21 Laying table settings correctly for food service................................22 Making sure that menus are ready for customer use...........................24 Working in an organised and efficient manner...................................25 Clearing, cleaning and storing service items and equipment.....................25 Preparing linen for dispatch to laundry or storage..............................27 Storing food items, condiments and accompaniments............................28 Disposing of rubbish and waste food.............................................28 Cleaning and storing service items and equipment...............................29 Leaving dining and service areas clean and tidy.................................30 Cleaning dining and service areas.................................................31 Practical Exercises................................................................33 Self Assessment ...............................................................34 Signatures required on successful completion of this module...................35
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Keys to Icons The following icons are used throughout the study guide to indicate specific functions:
FOLDER ENCLOSURES This includes all examples, handouts, checklists, etc.
DON'T FORGET/NOTE This icon indicates information of particular importance. EXERCISES Practical activities to do, either individual or in syndicate groups during the training process SELF-ASSESSMENT QUESTIONS. Self evaluation for learners to test understanding of the learning material
Tips
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Purpose
Assessment Criteria
The only way to establish whether a learner is competent and has accomplished the specific outcomes, is through the assessment process. Assessment involves collecting and interpreting evidence about the learners ability to perform a task. This module includes assessments in the form of self-assessments, group exercises, quizzes, projects and a practical training program whereby you are required to perform tasks on the job and collect as portfolio of evidence, proof signed by your supervisor that you have successfully performed these tasks.
To qualify
To qualify and receive credits towards your qualification, a registered Assessor will conduct an evaluation and assessment of your portfolio of evidence and competency.
Range of Learning
This describes the situation and circumstance in which competence must be demonstrated and the parameters in which the learner operates.
Responsibility
The responsibility of learning rest with you, so . . . Be proactive and ask questions. Seek assistance and help from your coach, if required.
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1. Explain the interrelationship between completing preparation tasks within Demonstrated time limits, prioritising tasks and customer satisfaction. knowledg e and 2. Stress the importance of maintaining a constant stock of service items. understa
nding:
3. Identify food service items and explain organisational procedures for handling, cleaning and storing them.
4. Explain the consequences of not checking, cleaning and storing condiments and accompaniments according to operational procedures. 5. Stress the importance of ensuring all dining furniture and service equipment is clean, undamaged and in place before service. 6. Explain the importance of removing and reporting damaged dining furniture and service equipment as per organisational procedures. 7. Describe organisational procedures for laying and clearing tables.
Demonstrated ability to make decisions about practice and to act accordin gly:
13. Locate and use appropriate food service items and equipment.. (Range of
service items and equipment: cutlery, crockery, glassware, ashtrays, linen or disposable table coverings, of: linen or disposable serviettes, table decorations, service utensils, food containers, hot and cold beverage dispensers)
14. Lay tables correctly according to the appropriate cover. (Range of covers: A
la carte, table dhote, Breakfast A la carte, Breakfast table dhote) 15. Check, clean and correctly place appropriate menus and promotional material 16. Check equipment is turned on and ready for use 17. Clean refuse and waste containers and ensure they are ready for use 18. Clear tables and store food service items and equipment
19. Switch off service items and equipment and where appropriate, assemble for
cleaning or storeDescribe decisions made and reasons for action taken in response to unexpected situations (Range of unexpected situations: shortage of service items, damaged or broken service items, faulty or broken service equipment, damaged or broken dining furniture, uncompleted work from colleagues)
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Demonstrated 21. Given other types of restaurants and styles of service, different table settings and food service items, describe how performance would be adapted ability in a 5 star hotel or a small country guest house.(Range of styles: Silver to learn service, Plate service, French service, Russian service) from our actions 22. Draw up a time schedule for prioritising and scheduling tasks. and to adapt:
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Learner Support
Resources
Folder
Enclos ures
1.
Purpose of Module
Overall Outcome
Each learner must be able to prepare an area for table service in an effective, hygienic and organised manner. The learner must understand the importance of prioritising work and preparing the service area within the specified time frames. The learner must be able to deal with situations within their responsibility
Efficiency
Specific Outcome s Prepare the dining area in an effective, hygienic and organised manner. Deal with situations within your area of responsibility Carry out all work accurately and efficiently, and within time limits
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Some establishments will require you to set up tables for the next meal, whilst some other establishments may prefer that the setting up is completed as part of the Mise en Place Your organisation may have guidelines in place to help you in clearing up after service. If they do not have these, it is important that you complete all tasks in an organised and thorough manner so that no tasks are overlooked. This will make it much easier for staff members on duty for the next shift.
Ensuring that linen and service items are ready for service
To avoid running out of service items and equipment during service, it is essential that stocks be thoroughly checked during Mise en Place. Some establishments may have a list of suggested stock levels. If your organisation does not have a list, you will need to check with your supervisor to find out the following information: How many guests are expected? What type of table service is being used? E.g. table d'hte or la Carte. Are there any special guest requirements?
Once you are familiar with the type and range of service being offered you need to ensure that you have sufficient supplies. It is also essential to check that linen and service equipment is clean and free from damage. Items to be checked may include:
Linen
table coverings table napkins service cloths
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When setting up with these items it is important that you inspect each one carefully. Any unclean service items should be returned for washing. Any damaged items must not be used for service. They should be reported to your supervisor. Your establishment may have in place a procedure for recording damaged items. This helps maintain a constant supply and keeps track of items to avoid wasting company funds. During Mise en Place, you may also need to turn on equipment such as hot plates and warmers or drink dispensers. If using a coffee machine, make sure you have enough filter paper and coffee for the service period. Make sure that all equipment is working correctly. It is also important to check that all refrigerated units in the service area are at the correct temperature. Any faulty equipment should not be used and should be immediately reported to your supervisor. Thoroughly completing all stages of Mise en Place prior to service will assist you in the following ways: You will not waste time during service looking for items. Customers will not be bumped or made to feel uncomfortable by your frantic rushing. You will be able to offer a more relaxed service to your customers. You will not add unnecessary stress to the working environment.
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prepared breads (rolls, melba toast, breadsticks, croissants or speciality breads) Butter or margarine.
Before the start of service, it is important that you check to see that you have enough condiments and accompaniments. All containers need to be filled up and you need to check that they are clean and free flowing. Each establishment will have set ways that they prefer to present their condiments and accompaniments, but there are some general rules you must follow.
Butter
Use a thin long bladed knife to cut butter into the shape required in your workplace. Different shapes can be made in advance and placed in a bowl of ice and water in the refrigerator. All butter portions should be garnished according to the requirements of the organisation.
Exercise
Refuse and waste containers must be emptied regularly. Your workplace should have a schedule for the cleaning and sanitising of these containers.
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Some establishments will have separate containers for different types of waste, e.g. bottles, paper, food waste, cigarette butts. In terms of hygiene and environmental concerns, it is important that you follow your workplace guidelines.
Restaurant layout
When positioning tables in the dining area, there are a number of important factors which should be considered. These factors include: Reservations - large parties may need tables to be re-organised. You must make sure that you have allocated a table for each reservation and also try to leave tables for guests who may not have made a reservation. Special requests - sometimes guests request a certain table or may request a booth or an outside dining table. Ease of service - make sure that you leave enough room between tables so that front staff is able to easily take orders and serve customers. View - whenever possible, allocate tables with a view first. Also check that wherever possible, tables do not have views into the kitchen or toilet area or behind waiter's station. Lighting- make sure that all tables are positioned in good lighting. Avoid placing tables where they will be in a shadow or in a very bright light. 19
Tourism, Hospitality and Sport Education and Training Authority (THETA), 2003
General layout of dining area - try to provide even spacing between tables. Make sure that certain areas are not too cramped and the overall layout of the dining room is pleasing After you have completed setting up the dining area, stand in the doorway where guests will first enter and make sure they will see an attractive layout. Entrance and exits - wherever possible do not position tables near entrances, exits (including fire exits), service doors or where customers may be annoyed by draughts or excessive noise. Special circumstances - if you know that a guest may need special consideration, take note when allocating tables. Such considerations may be given to the elderly, children or guests with mobility problems, e.g. in a wheelchair.
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Types of service
Restaurant service
Usually in a restaurant the management determines dining area the room layout, type of decorations and service equipment. The tables should be set up identically to present an image of neatness to the customer. Occasionally, a large booking may have a special request for restaurant arrangement, but in most cases your establishment will have a routine system for setting up the dining area.
Research the following types of service, and give a brief description of how they are carried out.
Exercise
Silver service Plate service French service* Russian service*
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Position a polished side plate to the left of the setting, approx. 2cm from the edge of the table. Side knives are positioned on the right side of the side plate (to allow for the service of rolls and bread). The wineglass is positioned 2.5 cms above the tip of the main knife. Any additional glassware should be 45o to the left of the first glass. Some establishments may vary this arrangement so check with your supervisor first. Your supervisor can advise you on the positioning of table centre items, cruets, ashtrays, candles, display items and table numbers. Any monogrammed tableware and glassware must be positioned so that the emblem faces the guest. Napkin folds should be kept simple to ensure that they remain hygienic for the guest.
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How would you change your performance if you were in a 5 star hotel or a small country guest house.
Exercise
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Turning off equipment after service saves energy and reduces company costs.
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Any food items or condiments that need to be refrigerated should be covered with plastic wrap or a lid. Before refrigeration, make sure to thoroughly wipe the outside of the container. Any milk or cream that has been taken from tables should be discarded. Some condiments and accompaniments will be poured back into their original container for storage (check with your supervisor regarding workplace policy). If the condiment is to be stored in the service container, make sure that the outside of the container is wiped with a clean damp cloth to remove any spills or marks. Remove lumps from sugar bowls. Check for ants or other pests. Refill containers, if necessary. Remember to store all food items, condiments and accompaniments in their designated storage area. This will make it easier for the next shift when they set-up the dining area again.
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Follow your workplace policy with regard to separate containers for different types of rubbish, e.g. bottles, paper, food waste. Put liquid waste into a solid container before placing in rubbish container. This will prevent liquid oozing into other contents. Check that all rubbish containers are in good condition. They should be sturdy with close fitting lids. There should be no splits or cracks in the container as this would allow the entry of pests. Report any damaged rubbish containers to your supervisor. Ask for help if the rubbish container is too heavy to move to the designated rubbish area.
China
Handle china carefully to avoid damage. Do not stack plates, saucers, cups or bowls too high. When filling dishwasher trays, stack items so that they do not vibrate which may cause damage. together
Check cleanliness of cupsespecially watch for tea or coffee stains in the bottom of the cup or lipstick stains left on the rim. Be careful when unloading hot rinsed crockery directly from the dishwasher onto a cold work surface. Sudden changes in temperature may cause crockery to crack.
Cutlery
Stainless steel and silver plated cutlery should look shiny and bright. If smears remain after washing, dip cutlery into very hot water and then polish with a clean, dry cloth. Clean silver cutlery according to the manufacturer's instructions and your workplace policy.
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Glassware
Handle glasses carefully. Any glassware that is chipped or cracked must be thrown away. To reduce stress to the glasses, never overload them in dishwashing racks and never use glasses to scoop ice or to store or carry cutlery in. After you have finished polishing glassware, make sure that you carry it by the stem.
After all service items have been thoroughly cleaned, they should be stored in the correct location. If service items are stored in a cupboard, make sure that you do not bang the door closed, as this will cause crockery to rattle together. Also make sure that service items are not stacked too close to the edge of the shelf as they may drop off and be damaged or broken.
Leaving dining and service areas clean and tidy Dining area
Depending on your workplace policy, you may be required to vacuum at the end of the shift or it may be part of the duties of the person setting up for the next shift. Regardless of your establishment's policy, it is a good idea to clean any food waste from the floors, as this will attract pests if left unattended. Depending on the size of your organisation, you may have cleaners that clean the dining area. Likewise it is important to wipe dining chairs and tables clean of food waste or spills. Some establishments may sanitise their dining furniture at the end of the day - or you may be required to polish all dining furniture ready for the next service.
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If you notice any damaged dining furniture, it is important that you report it to your supervisor immediately. Make sure that you have bright overhead light when cleaning especially at night. Otherwise you may not see spills or food waste which may be visible in the natural light of the following day.
Service areas
For hygiene purposes, it is important that all food waste and rubbish be removed from the service area. All benches and work surfaces should be thoroughly wiped down and sanitised if required. It is also important to wipe over large equipment including the doors of refrigerated units. Hot detergent water and a clean cloth work well to remove grease and dirt. At the end of your shift, you should make sure that the service areas are hygienically clean and all service items and equipment are located in the correct storage area.
Tips:
In order to avoid accidents whilst clearing the dining and service areas, it is important to remember the following: Always ask for help when moving furniture. Make sure all equipment is turned off and cool before dismantling. Wipe any spills from floor to avoid slipping. Don't stack crockery too high. Watch where you are walking - especially when carrying heavily laden trays.
Working productively and efficiently will avoid rushing later on which may cause breakages or damage to service items and equipment.
Tips:
In order to clear the dining area as part of a team, it is important to remember the following: Communicate with each other so that you do not duplicate tasks. Make sure that your efforts are co-ordinated so you are all able to finish your tasks at the same time. Ensure that you are familiar with the workplace routines. If you are not sure, check with your supervisor.
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All jobs in the dining and service areas are necessary for the smooth running of the business. Be friendly, polite and respect each other's jobs. Don't rush to complete tasks if the quality of your work will be affected. Don't assume that someone else will fix a problem. If you notice that something is not right, e.g. damaged or missing items, it is your duty to report it to your supervisor.
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Practical Exercises
Task Type
Lay up a table for a la Carte and table d` Hotel service, using all of the following items, and ask your supervisor to check your work: cutlery, crockery, glassware, ashtrays, linen or disposable table coverings, linen or disposable serviettes, table decorations and condiments Now do the following: Check, clean and correctly place appropriate menus and promotional material Check equipment is turned on and ready for use Clean refuse and waste containers and ensure they are ready for use
Date Completed
Comments by Supervisor
Task No. 2
Task No. 3
Clear down the table setting and place all items in their correct storage area
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Self Assessment
Instructions In the following test you will be required to answer all questions. You are required to obtain 100% to pass. If you do not obtain the pass mark, revise all the learning material and redo the test.
Question 1
Explain the effect of completing preparation tasks within time limits, on customer satisfaction?.
Question 2
Why is it important to maintain a constant stock of service items?
Question 3
What may happen if condiments are not checked according to operational procedures?
Question 4
Why is it important to ensure that all dining furniture and service equipment is clean, undamaged and in place before service?
Question 5
What may happen if you do not turn off electrical equipment after service?
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I have (Supervisor / Coach) hereby certified that I have examined the learners workbook and that the learner has successfully completed this section of the practical training programme.
DATE: ___________________
DATE: _____________________
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