IVQs in Food and Beverage Service (7066) · PDF file71 07 Provision and training of personnel...

IVQs in Food and Beverage Service(7066)

Level 1 IVQ Certificate in Food and Beverage Service (7066-31) (500/5804/6)

Level 2 IVQ Diploma in Food and Beverage Service (7066-32) (500/5801/0)

Level 3 IVQ Advanced Diploma in Food andBeverage Service (7066-33) (500/5807/1)

Qualification handbook for centres

www.cityandguilds.com

September 2009

Version 2.0

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IVQs in Food and Beverage Service(7066)

Level 1 IVQ Certificate in Food and Beverage Service (7066-31) (500/5804/6)

Level 2 IVQ Diploma in Food and Beverage Service (7066-32) (500/5801/0)

Level 3 IVQ Advanced Diploma in Food andBeverage Service (7066-33) (500/5807/1)

Qualification handbook for centres

ST00029373/09.09/PO4500055954

Printed onrecycled paper

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05 Important notice

07 Levels of City & Guilds qualifications

09 IVQ in Food and Beverage Service 7066

09 About City & Guilds

09 Introduction to this programme

09 Certificate

09 Diploma

09 Advanced Diploma

09 Making entries for assessments

09 Internal candidates

09 External candidates

09 Resources

10 Assessments

10 Certificate in Food and Beverage Service

10 Diploma in Food and Beverage Service

10 Advanced Diploma in Food and Beverage Service

10 Fixed and free dates

10 Results and certification

11 How to offer this programme

11 Subject approval

11 Examination centre approval

11 Other information

11 Designing courses of study

11 Presentation format of units

11 Practical competences

12 Knowledge requirements

12 Practical activities

12 Entry levels

12 Progression routes and recognition

12 Useful publications

13 Syllabus

IVQ in Food and Beverage Service 7066

14 01 Safety at work

15 02 Hygiene at work

16 03 Security at work

17 04 Personal skills

18 05 Menu knowledge

19 06 General billing procedures

20 07 Pre-service procedures

21 08 Provide a table service

22 09 Provide a beverage service

23 Assessment




27 04 Personal skills

28 05 Menu knowledge

29 06 General billing procedures

30 07 Pre-service procedures


32 09 Provide a beverage service

33 Diploma




37 04 Personal skills and attributes

38 05 Customer care

39 06 Product knowledge

40 07 Billing and checking procedures

41 08 General pre-service procedures


43 10 Provide a silver service

44 11 Provide a counter service

45 12 Provide a carvery or buffet service

46 13 Provide other styles of table service

47 14 Provide a table drinks service

48 Assessment




52 04 Personal skills and attributes

53 05 Customer care

54 06 Product knowledge

55 07 Billing and checking procedures

56 08 General pre-service procedures


58 10 Provide a silver service

59 11 Provide a counter service

60 12 Provide a carvery or buffet service

61 13 Provide other styles of table service

62 14 Provide a table drinks service

63 Advanced Diploma

64 01 Safe and hygienic working practices

66 02 Customer services

67 03 Planning, organisation and evaluation of work

68 04 Cash and cash equivalents control

69 05 Sales development

70 06 Resources management

71 07 Provision and training of personnel

72 08 Cleaning programmes, furnishing and decorative order

73 09 Guéridon and flambé service

Contents

75 10 Wine service provision

76 11 Cocktail service provision

77 Assessment

78 01 Safe and hygienic working practices

79 02 Customer services

80 03 Planning, organisation and evaluation of work

81 04 Cash and cash equivalents control

82 05 Sales development

83 06 Resources management

84 07 Provision and training of personnel

85 08 Cleaning programmes, furnishing and decorative order

86 09 Guéridon and flambé service

87 10 Wine service provision

88 11 Cocktail service provision

89 Appendix A

Practical assessments

89 Practical assessments

89 Preparation, supervision and marking

89 Records, results and certification

89 Visiting verifier

89 Form S

90 Candidate assessment record forms

Important notice

Following the accreditation of the IVQs in Food and BeverageService (7066) on the National Qualifications Framework ofEngland, Wales and Northern Ireland (NQF), some changes have been made to the qualification, at the request of the Office of the Qualifications and Examinations Regulator (Ofqual), thequalifications regulator in England.

These changes took effect on 1 June 2009 and are outlined on pages 05–06.

Note: the content of the qualifications has not changed following accreditation.

Changes to the qualification titles and numbers

The qualification titles and City & Guilds qualification numbershave changed as follows:

Certificate in Food and Beverage Service (7066-11)changed to Level 1 IVQ Certificate in Food and Beverage Service (7066-31)

Accreditation number: 500/5804/6

Diploma in Food and Beverage Service (7066-12)changed toLevel 2 IVQ Diploma in Food and Beverage Service (7066-32)


Advanced Diploma in Food and Beverage Service (7066-13)changed toLevel 3 IVQ Advanced Diploma in Food and Beverage

Service (7066-33)


Changes to system set-up and registration

The new qualification set-up for the accredited IVQs in Food and Beverage Service is outlined below.

Candidates must be registered under this new set-up in order to ensure they receive an accredited certificate on successfulcompletion of the qualification.

Level 1 IVQ Certificate in Food and Beverage Service (7066-31)


301 K/502/2366 – Safety at work302 M/502/2367 – Hygiene at work303 T/502/2368 – Security at work304 A/502/2369 – Personal skills305 F/502/2373 – Menu knowledge306 J/502/2374 – General billing procedures307 L/502/2375 – Pre-service procedures308 R/502/2376 – Provide a table service309 Y/502/2377 – Provide a beverage service

Theory examination (unchanged):003 Food and Beverage Service Principles 1: Multiple-choice

Level 2 IVQ Diploma in Food and Beverage Service (7066-32)


311 D/502/2378 – Safety at work in food and beverage service312 H/502/2379 – Hygiene at work in food and beverage service313 Y/502/2380 – Security at work in food and beverage service314 D/502/2381 – Personal skills and attributes in food and

beverage service315 H/502/2382 – Customer care in food and beverage service316 K/502/2383 – Product knowledge in food and

beverage service317 M/502/2384 – Billing and checking procedures318 T/502/2385 – General pre-service procedures319 A/502/2386 – Provide a table service320 F/502/2387 – Provide a silver service321 J/502/2388 – Provide a counter service322 L/502/2389 – Provide a carvery or buffet service323 F/502/2390 – Provide other styles of table service324 J/502/2391 – Provide a table drinks service

Theory examination (unchanged):015 Food and Beverage Service Principles 2: Multiple-choice

Level 3 IVQ Advanced Diploma in Food and Beverage

Service (7066-33)


331 L/502/2392 – Safe and hygienic working practices in food and beverage service

332 R/502/2393 – Customer services in food and beverage service

333 Y/502/2394 – Planning, organisation and evaluation of work in food and beverage service

334 D/502/2395 – Cash and cash equivalents control in food and beverage service

Regulations: 2001 edition 05

335 H/502/2396 – Sales development in food and beverage service

336 K/502/2397 – Resources management in food and beverage service

337 M/502/2398 – Provision and training of personnel in food and beverage service

338 T/502/2399 – Cleaning programmes, furnishing and decorative order

339 D/502/2400 – Gueridon and flambe service340 H/502/2401 – Wine service provision341 K/502/2402 – Cocktail service provision

Theory examination (unchanged):023 Food and Beverage Service Principles 3: Written

Registration for theory examination

Registration process for the theory examination has not changed.

Result submission for practical assessment

Practical results must be submitted for each individual unit.

Changes to unit titles

Changes to the unit titles are outlined in section ‘Changes to systemset-up and registration’. The content of the units is unchanged.

Change to the grading

The grade ‘Credit’ has been changed to ‘Merit’. All other grades areunchanged. The content of the units concerned is also unchanged.

Notification of Candidate Results (NCR) and Certificate

of Unit Credit (CUC)

A Notification of Candidate Results (NCR) will be issued oncompletion of each assessment (theory or practical).

Certificates of Unit Credit (CUCs) are not available for theaccredited IVQs in Hairdressing.

Final certificate will be issued on successful completion of thesynoptic theory examination and the practical assessment for all units.

Availability of non-accredited version

The non-accredited version of the qualifications is available until30 September 2009.

Learners for future theory examinations can only be registeredunder the accredited version.

Changes to the certificate layout

Certificates issued on completion of an accredited IVQ show theaccredited title and the accreditation number for the qualification.The level in the accredited title refers to the NQF level thequalification is accredited at.

The certificate also lists all the units achieved, including the gradeand the unit accreditation number.

The certificate carries the logos of the regulatory authorities in England, Wales and Northern Ireland indicating that the NQF accreditation only applies to these countries.



Levels of City & Guilds qualifications

All City & Guilds qualifications are part of an integrated progressivestructure of awards arranged over eight levels, allowing people to progress from foundation to the highest level of professionalcompetence. Senior awards, at levels 4 to 7, recognise outstandingachievement in industry, commerce and the public services. Theyoffer a progressive vocational, rather than academic, route toprofessional qualifications. An indication of the different levels and their significance is given below.

NQF level# City & Guilds qualifications/programmes Other qualifications*

8 Fellowship (FCGI) Doctorate

7 Membership (MCGI) Master’s DegreeMaster Professional Diploma Postgraduate DiplomaLevel 5 vocational awards Postgraduate Certificate NVQ/SVQ Level 5

6 Graduateship (GCGI) Bachelor’s DegreeAssociateship (ACGI)** Graduate Certificate and Diploma

5 Level 5 IVQ Advanced Technician Diploma Higher National DiplomasFull Technological Diploma Foundation Degree

Diplomas of Higher and Further Education

4 Licentiateship (LCGI) Certificate of Higher Education Higher Professional DiplomaLevel 4 vocational awardsNVQ/SVQ Level 4

3 Level 3 IVQ Advanced Diploma A LevelLevel 3 IVQ Specialist Advanced Diploma*** Scottish Higher Level 3 IVQ Technician Diploma Advanced National Certificate in Education Level 3 vocational awards BTEC National Certificate/DiplomaNVQ/SVQ Level 3

2 Level 2 IVQ Diploma GCSE grades A*-CLevel 2 IVQ Specialist Diploma*** Scottish Intermediate 2/Credit S GradeLevel 2 IVQ Technician Certificate BTEC First Certificate Level 2 vocational awardsNVQ/SVQ Level 2

1 Level 1 IVQ Certificate GCSE grades D-GLevel 1 vocational awards Scottish Intermediate 1/General S GradeNVQ/SVQ Level 1 Scottish Access 1 and 2

# National Qualifications Framework of England, Wales and Northern Ireland (NQF)* Broad comparability in level** Only graduates of the City & Guilds College, Imperial College of Science, Technology and Medicine, are awarded

the Associateship (ACGI)*** Part of a new qualification structure which is being introduced across the IVQ provisionIVQ International Vocational QualificationsNVQ National Vocational Qualifications

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About City & Guilds

We provide assessment and certification services for schools and colleges, business and industry, trade associations andgovernment agencies in more than 100 countries. We have over120 years of experience in identifying training needs, developingassessment materials, carrying out assessments and trainingassessment staff. We award certificates to people who haveshown they have mastered skills that are based on world-classstandards set by industry. City & Guilds International provides a particular service to customers around the world who needhigh-quality assessments and certification.

Introduction to this programme

We have designed the Food and Beverage Service programme for those undergoing training or employed in this area of work.The programme aims to reflect the international nature of theknowledge and skills and activities needed for different countriesor cultures.

We do not say the amount of time a candidate would need tocarry out the programme, but we do provide advice on guidedlearning hours for each unit at each level (see below). Theprogramme has three levels.

Certificate

The certificate (about 480 guided learning hours) provides a broadintroduction to the theory and practical sides of food service,giving the necessary knowledge and practical experience tooperate as a front line worker in a typical service outlet.

Diploma

The diploma (about 480 guided learning hours) provides morepractice involving a broader range of skills appropriate to aperson operating as a front line worker with some supervisoryresponsibilities in a typical service outlet.

Advanced Diploma

The advanced diploma (about 240 guided learning hours) developsspecific skills, appropriate to a person preparing for or working infirst level management.

We stress that these figures are only a guideline. We awardcertificates for gaining and showing skills by whatever mode ofstudy, and not for periods of time spent in study.

We provide certificates for all work-related areas at seven levelswithin our structure of awards shown in appendix B.

This programme covers levels 1, 2 and 3.

Making entries for assessment

Candidates can only be entered for the assessments in this subjectif the approved examination centres agree. Candidates must enterthrough an examination centre we have approved to carry out theassessments for 7066 Food and Beverage Service.

There are two ways of entering candidates for assessments.

Internal candidates

Candidates can enter for examinations if they are taking or havealready finished a course at a school, college or similar traininginstitution that has directed their preparation whether by going to a training centre, working with another institution, or by openlearning methods.

External candidates

These are candidates who have not finished a programme asdescribed above. The examination centres must receive theirapplication for entry well before the date of the examinationconcerned. This allows them to act on any advice you give aboutassessment arrangements or any further preparation needed.External candidates must carry out practical assignments andprojects if necessary, and they will need extra time and guidanceto make sure that they meet all the requirements for this part ofthe assessment.

In this publication we use the term ‘centre’ to mean a school,college, place of work or other institution.

Resources

If you want to use this programme as the basis for a course, youmust read this syllabus and make sure that you have the staff andequipment to carry out all parts of the programme. If there are nofacilities for realistic practical work, we strongly recommend thatyou develop links with local industry to provide opportunities forhands-on experience.



Assessments

The award we have described in this syllabus is at three levels.

Certificate

Diploma

Advanced Diploma

We use a numbering system to allow entries to be made for ourawards. The numbers used for this programme are as follows.

Award number

7066-11 Certificate in Food and Beverage Service7066-12 Diploma in Food and Beverage Service7066-13 Advanced Diploma in Food and Beverage Service

We use award numbers to describe the subject and level of the award.

Component numbers

003 Food and Beverage Service Principles 1004 Food and Beverage Service Practice 1015 Food and Beverage Service Principles 2016 Food and Beverage Service Practice 2023 Food and Beverage Service Principles 3024 Food and Beverage Service Practice 3

We use these numbers throughout this syllabus. You must usethese numbers correctly if you send forms to us.

Certificate in Food and Beverage Service

To carry out what is needed for the Certificate in Food andBeverage Service, candidates must be successful in the following assessments.

7066-11-003 Food and beverage service principles 1 (writtenmultiple choice paper which lasts two hours)

[7066-11-004] Food and beverage service practice 1(Total one written paper)

The practical assessments are carried out during the learningprogramme and should be finished by the date of the writtenexamination so you can send all the results to us. (See appendix A.)

Diploma in Food and Beverage Service

To carry out what is needed for the Diploma in Food and Beverage Service, candidates must be successful in the following assessments.

7066-12-015 Food and beverage service principles 2 (written multiple choice paper which lasts two and a half hours)



Advanced Diploma in Food and Beverage Service

To carry out what is needed for the Advanced Diploma in Foodand Beverage Service, candidates must be successful in thefollowing assessments.

7066-13-023 Food and beverage service principles 3 (writtenpaper which lasts three hours)



We provide assessments in two ways.

a Fixed date

These are assessments which are carried out on dates andtimes we set. These assessments have no brackets around their numbers.

b Free date

These are assessments which are carried out at a college orother training establishment on a date or over a period whichthe college chooses. These assessments have brackets aroundtheir numbers.

In this programme the written assessments are fixed date. The practical assessments are free date.

You must carry out assessments according to our InternationalDirectory of Examinations and Assessments. If there are anydifferences between information in this publication and the currentdirectory, the Directory has the most up-to-date information.

Results and certification

Everyone who enters for our certificates, diplomas, and advanceddiplomas receives a ‘Notification of Candidate Results’ givingdetails of how they performed.

If candidates successfully finish any assessment within thisprogramme (for example, any one of the examination papers)they will receive a certificate of unit credit towards the certificateor diploma for which they are aiming. We grade course workassessments as pass or fail. We grade written assessments on the basis of fail, pass, credit or distinction. The certificate of unitcredit will not mention assessments which they do not enter,which they failed or from which they were absent.

Each certificate or diploma clearly states what candidates need forfull certification at the relevant level, allowing schools, colleges andemployers to see whether they have met the full requirements.


If candidates successfully finish all the requirements for a fullcertificate or a diploma, they will automatically receive theappropriate certificate.

We will send the ‘Notification of Candidate Results’, certificates ofunit credit, certificates, diplomas and advanced diplomas to theexamination centre to be awarded to successful candidates. It is your responsibility to give the candidates the certificates. If candidates have a question about the results and certificates,they must contact you. You may then contact us if necessary.

We will also send you a results list showing how all candidates performed.

How to offer this programme

To offer this programme you must get approval from us. There aretwo categories of approval.

Subject approval

We give approval to offer a teaching course based on this syllabus.

Examination centre approval

We give approval to enter candidates for examinations.

To be approved by us to offer a teaching course you must send usthe application form.

To enter candidates for examinations you must be approved by usas an examination centre. For this programme it is possible to actas a registered examination centre only, and accept externalcandidates. Approved examination centres must provide suitablefacilities for taking examinations, secure places to keep theexamination papers and materials, and may have an appointedvisiting verifier to review practical work.

After we have received and accepted an application, we will sendan approval letter confirming this. You can then send entries in atany time using the International Directory of Examinations andAssessments for guidance.

Please note that in this section we have provided an

overview of centre approval procedures. Please refer

to the current issue of ‘Delivering International

Qualifications – Centre Guide’ for full details of each

aspect of these procedures.

Other informationDesigning courses of studyCandidates for the various awards in Food and Beverage Service will have come from different backgrounds and will have different employment and training experiences. We recommend the following:

• carry out an assessment of the candidates’ achievements soyou can see what learning they already have and decide thelevel of entry they will need; and

• consider what learning methods and places will best suit them.

When you assess a candidate’s needs, you should designteaching programmes that consider:

• what, if any, previous education qualifications or training thecandidate has, especially in the various general vocationaleducation certificates we provide; and

• what, if any, previous practical experience the candidate haswhich is relevant to the aims of the programme and from whichthey may have learned the relevant skills and knowledge.

When you choose learning methods and places, you shouldconsider the results of your assessments and whether thefollowing are available.

• Open or distance learning material.• Workplace learning that can be carried out on site or between

you and a local workplace. This will allow the candidates accessto specialised equipment and work experience.

• Working with other registered centres to share facilities.• Opportunities for co-operative learning between candidates for

different certificates who need to gain similar skills.

As long as the candidates meet the aims of this learning programmethe structures of courses of study are up to you. So, it is possible toinclude extra topics that meet local needs.

You should avoid teaching theory alone. As far as possible thepractical work should be closely related to work in the classroomso that candidates use their theory in a realistic work environment.You can use formal lectures in the classroom with appropriateexercises and demonstrations. Candidates should keep records ofthe practical work they do so they can refer to it at a later date.

We assume that you will include core skills, such as numeracy,communication, working with people, and organisation andplanning throughout a teaching programme.

Presentation format of unitsPractical competences

Each unit starts with a section on practical competences whichshows the practical skills candidates must have.

At times we give more detail about important words in each‘competence statement’

For example

‘6.5 Identify sources of information for maintaining legal requirements.Sources: supervisor, manufacturers’ instructions,company manual’

In the above statement the word ‘sources’ is given as a range whichthe candidate should be familiar with. Candidates should cover thecomplete range. When a range starts with the abbreviation ‘eg’ thecandidates only need to cover some of the ranged areas or you canuse suitable alternatives.


Knowledge requirements

Immediately after the section on practical competences the unittells you what knowledge is needed for that area. The knowledgeneeded is closely linked to the practical competences, so it is bestto teach the two together so that the candidate appreciates thetopic more.

Practical activities

You should make sure all practical activities are supervised and instructors should make sure that the results reflect thecandidate’s own work. You must hold all the documents andmaterial in a file (portfolio) for each candidate for eight weeksafter the application for a certificate.

Entry levels

We consider the following programmes to be relevantpreparation for this programme.

Successful completion of secondary schooling

Skills Certificate in Health and Safety (1100)Numeracy (3750)

We also consider the following Pitman Qualifications awards asrelevant alongside this programme.

Commercial NumeracyData Security and SafetyEnglish for Speakers of Other Languages – higher intermediate levelInformation and the InternetKeyboardingOrganising and Communicating ElectronicallyPractical Data ProcessingSpreadsheet Processing Techniques – essential levelWord Processing Techniques – essential level

Progression routes and recognition

We consider the following programmes to be relevantprogression routes from this programme.

Retailing (1121)International Tourism (4865)Food Preparation and Culinary Arts (7065)Reception Operations and Services (7067)Accommodation Operations and Services (7068)

Useful publications

We can provide a list of suggested text books covering specificareas of this programme. We may also have knowledge aboutother support materials. You should make sure that you have the latest information. We will automatically send updated lists to centres we have approved to offer this programme.

We offer the following publications as additional supportmaterials to help you plan the delivery of International Vocational Qualifications:

Quality Handbook for Visiting Verifiers and Quality Inspectors

Guide to The Assessment of Practical Skills in International

Vocational Qualifications

Preparing Projects and Portfolios for International

Vocational Qualifications.


Section numbers and titles

Certificate

01 Safety at work

02 Hygiene at work

03 Security at work

04 Personal skills

05 Menu knowledge

06 General billing procedures

07 Pre-service procedures

08 Provide a table service

09 Provide a beverage service

Diploma

01 Safety at work

02 Hygiene at work

03 Security at work

04 Personal skills and attributes

05 Customer care

06 Product knowledge

07 Billing and checking procedures

08 General pre-service procedures


10 Provide a silver service

11 Provide a counter service

12 Provide a carvery or buffet service

13 Provide other styles of table service

14 Provide a table drinks service

Advanced Diploma

01 Safe and hygienic working practices

02 Customer services

03 Planning, organisation and evaluation of work

04 Cash and cash equivalents control

05 Sales development

06 Resources management

07 Provision and training of personnel

08 Cleaning programmes, furnishing and decorative order

09 Guéridon and flambé service

10 Wine service provision

11 Cocktail service provision

SyllabusIVQ in Food and Beverage Service 7066

Syllabus: 2001 edition 13

Practical competences

The candidate must be able to do the following:

1.1 Carry our simple first aid tasks as required.

1.2 Locate and identify fire prevention equipment on premises.

1.3 Use fire fighting equipment safely and appropriately.

1.4 Comply with any legal requirements in relation to healthand safety at all times.

1.5 Use large and small equipment in a safe manner withregard to self and others.

1.6 Use equipment safely involving the use of gas and/orelectricity, and detect, remedy or report any faults.

1.7 Handle and store dangerous substances safely, such ascleaning chemicals.

1.8 Produce a simple workshop safety inspection report.


Instructors must ensure that candidates are able to:

1.1 State the procedures for dealing with simple first aid tasks.Procedures: shock, cuts, electric shock, fractures, burns,fainting, poisoningAccident discovery: initial actionEmergency services: methods of contactingEstablishment procedures: basic requirements, examplesDocumentation: records

1.2 Describe the methods of fire prevention and theprocedures for dealing with fires.Conditions for fires: hazardsLegislation: any government and/or local legislation as itapplies to the workplaceFire prevention: basic measures, establishmentprocedures, checksDiscovery of fire: types of fire, initial actionsEvacuation: establishment procedures, signs, exits, assembly pointsFire fighting equipment: types related to fires,identification, colour coding

1.3 Identify the main implications of any legal requirementsrelating to health and safety for employers and employees.Legislation: any legislation related to health and safety atwork that is in forceEmployers’ responsibilities: main requirementsEmployees’ responsibilities: main requirementsRole of external inspectors: any enforcement officers involved

1.4 State the main factors involved in the safe use and handlingof large and small equipment.Working practices: procedures for handling equipment, trainingMoving heavy items: procedures, rulesCleaning equipment: procedures, inspecting,maintenance, cleaningHazards: types, reporting procedures

1.5 State the main factors involved in the safe handling and useof gas and electrical equipment.Gas: types of equipmentElectricity: types of equipmentOther fuels: types in use, examples of equipmentFaults: identification, initial action, proceduresDocumentation: reporting procedures

1.6 State the main factors involved in the safe use and handlingof dangerous substances.Types: kinds, usesControl: procedures, labels, issuing, authorityStorage: requirements, rules, containers

01 Safety at work




2.1 Maintain personal cleanliness to meet the requiredstandard of the establishment.

2.2 Wear the appropriate uniform correctly, neatly and toestablishment standards.

2.3 Maintain clean work areas and equipment.

2.4 Ensure all foods are protected from contamination.



2.1 Explain the importance of maintaining personal cleanlinessand hygiene.Food poisoning: definition, sourcesHygiene regulations: any in forcePersonal hygiene: hands, teeth, hair, cosmetics, clothesWork hygiene: correct procedures in working methodsand operationsHealth: reporting sickness, dressings on wounds

2.2 Explain the importance of maintaining a clean and tidy uniform.Appearance: neat, tidy, good general presentationHealth practices: relevant practicesProtective clothing: uniforms, components, purpose,methods of wearing

2.3 Describe the appropriate methods of cleaning andhandling materials.Materials: safe use, efficient useItems needing cleaning: all in day to day operation of food and beverage serviceSchedules: importance of regular cleaning, daily, deep clean, contents of cleaning schedulesMethods: methods are matched to items to be cleaned, examples

2.4 Identify sources of contamination in the service of foodsand beverages.Microbiological: examplesChemical: examplesPhysical: examples

02 Hygiene at work




3.1 Handle key systems within the establishment safely.

3.2 Use appropriate security procedures when handlingguests’ belongings.

3.3 Carry out dealings with customers in a confidential manneras appropriate.

3.4 Use appropriate security procedures when handlingequipment and utensils.

3.5 Report all security hazards and suspicious items to theappropriate authority.

3.6 Report all incidents using correct procedures.

3.7 React to emergencies following appropriate procedures.



3.1 Identify the key systems within an establishment anddescribe their use.Systems: grand master, master, floor, section master

3.2 Describe the procedures for reporting lost and found property.Reporting: supervisorDetails: where found, when found, description of lost itemHolding: length of time held by establishment, any legalimplications, establishment procedure, documentation

3.3 State the benefits of appropriate security practices withregard to equipment.Benefits: reduced theft, less misuse, reduced costsStaff: some increase in morale

3.4 List the hazards likely to affect the security of theestablishment and its customers.Hazards: eg bomb threats, suspicious packages,suspicious people, broken items, missing items

3.5 State the reporting procedures for security incidents.Minor incidents: supervisor contactMajor incidents: raising alarm, evacuation of buildingBomb threats: telephone procedure

3.6 Identify the personal characteristics of staff, necessary todeal with security issues effectively.Characteristics: vigilant, observant, attention to detail

3.7 Describe the role of members of staff in relation to security issues.Attitude: desirableResponsibilities: public, fellow workers

3.8 Identify the areas of the environment which need attentionin relation to security.Customer areas: dining rooms, toilets, bars, receptionStaff areas: changing rooms, rest rooms, toiletsStorage areas: all storage rooms and cupboardVisitors: guests’ visitors, external

03 Security at work




4.1 Present self positively at all times when dealing withcustomers and colleagues.

4.2 Communicate effectively and professionally withcustomers and colleagues.

4.3 Handle customer requirements promptly and politely.



4.1 Describe the importance of positive personal presentation.Self confidence: ways of increasingJob satisfaction: ways of increasingPersonal development: ways of assistingImage: establishment imageCustomer confidence: factors that encourageExample: to other staff

4.2 State ways in which good personal presentation isachieved and maintained.Appearance: clean clothes and footwear, routine care ofclothes and footwear, use of accessories and jewellery, useof cosmetics, hair condition and style, hands and nails,clean shaven and beard trimmed (male)Health and hygiene practices: balanced diet, sufficientrest and leisure, use of skin and body care preparations,adequate personal hygiene routinesEnvironment: positive and supportive work environment,management or supervisor feedback

4.3 Explain the importance of maintaining a professionalattitude and behaviour towards others.Positive behaviour: patience, good humour, pleasantmanner, self confidence, self organisation, eye contact,body languageNegative behaviour: rudeness, bad temper, indifference, arrogancePositively responding to: instructions, criticisms, appraisalsProfessional attitude to: customers, colleagues,consistency of approach, professional ethics, impartiality,confidentiality, punctuality, time keeping, good attendance

4.4 State the factors that contribute to successful team work.Team members: colleagues, supervisors, junior staff,personnel from other departments, other organisationsTeam member characteristics: ages, ethnicbackgrounds, skills

4.5 State the factors that need to be taken into account foreffective communication with others.Non verbal communication: definition, effectsNon verbal communication – techniques for creating a

good impression: welcoming attitude, facial expression,correct posture, eye contactVerbal communication: definition and importance ofeffective verbal communicationVerbal communication – giving: clear diction,modulated tone, accurate pronunciation, use of grammarVerbal communication – receiving: effective listening,identification of relevant points, taking notes, use ofquestions, clarificationSpecial needs: communication techniquesWritten communication: uses, techniques, neatpresentation, legible handwriting, correct format, concise, accurate information, correct spellingForms of address to individuals: titles, companies

4.6 Describe the procedures and techniques of effectivetelephone use.Customers: enquiries, queries, compliments, elderlycustomers, children, handicapped, complaints, difficultcustomers ie drunk, violentEmergencies: fire, bomb warnings, illness, accidents,theft, loss of customer belongingsApologies: all situationsInternal communication systems: pocket paging,public address, in-house television promotion, fax

04 Personal skills




5.1 Demonstrate a basic understanding of the different typesof menus in use.

5.2 Demonstrate a basic understanding of the appropriatesequence of courses, from menus for different meals.

5.3 Demonstrate a knowledge of the different preparationtimes required for different dishes.

5.4 Demonstrate an understanding of the availability of freshfoods, taking into account relevant seasonal factors.

5.5 Explain simple cookery terms.

5.6 Demonstrate a basic understanding of special diet andcultural needs.



5.1 List the different types of menus in current use.Types: examples – à la carte, table d’ hôte, fixed price/no choiceMeals: examples – breakfast, lunch, dinner, afternoon tea,high tea, supper, buffets, functions, room service

5.2 State the sequence of courses on various types of menus.Types: examples – à la carte, table d’ hôte, fixed price/no choice

5.3 Explain the different preparation times of dishes and theimplications for food service.Dishes: cooked to order, long cooking times, examplesTerms: simple cooking terms for degrees of cooking

5.4 Describe the availability of fresh foods and the relevantseasonal factors.Types: eg fish, game, fruit, vegetables

5.5 Define simple cooking terms.Terms: boiling, poaching, stewing, braising, steaming,baking, roasting, pot roasting, grilling, shallow frying, deep frying

5.6 Describe briefly special diet and cultural needs.Special diet: vegetarian, national, local, international,common specified medical conditionsCultural needs: religious, national, international

05 Menu knowledge




6.1 Use appropriate methods of taking food orders.

6.2 Use appropriate methods of taking drink orders.

6.3 Take food and drink orders together using the appropriate technique.

6.4 Check and process items to bills accurately.

6.5 Operate a payment point efficiently.

6.6 Handle and record payments accurately.

6.7 Process cash payments accurately.

6.8 Process payments by cheque and credit card appropriately.



6.1 List the different types of checking and billing systems.Types: duplicate, triplicate, pre-printed, electronic point of sale (EPOS)

6.2 Describe the techniques of taking food and drink orders.Techniques: identification of host, presentation of menuand wine list where appropriate, knowledge of the suitabilityof different beverages in relation to foods, special occasionsand promotions, different methods of recording orders andsales for functions, recording details clearly

6.3 Describe the procedures for processing and checkingitems to bills.Methods: establishment procedures, manual, EPOSSecurity: checks, bills.

6.4 State the procedures for opening and operating a payment point.Procedures: opening, floats, audit and receipt, till rolls,hand over, closingSecurity: payment point

6.5 State the procedures involved in handling and recording payments.Bill preparation: methods, routinesPresentation: techniques

6.6 Describe the procedures for processing payments.Cash: handling, giving change and receiptsCheques: types, establishment procedures for acceptingCredit cards: types, procedures

6.7 State the procedures for dealing with refunds.Types: examplesValidation: authorisationDocumentation: examples

6.8 Describe the procedures for dealing with vouchers, tokensand transfers.Types: examplesMethods of handling: examplesOther issues: exchange for cash, transfers to guests’accounts, authorisation required

6.9 Identify problems when processing payments and theprocedures for dealing with them.Situations: errors, voids, invalid cheques, invalid cheque cards, authorisation refused, suspect fraud,suspect behaviour





7.1 Prepare a room and ancillary areas for service according toestablishment requirements.

7.2 Organise all routine and special requirements related tothe menu.

7.3 Select the appropriate equipment for the service.

7.4 Carry out procedures relating to portion control efficiently.

7.5 Clear and store equipment after service according toestablishment procedures.

7.6 Carry out all service preparation with appropriate speedand quality.



7.1 Describe the tasks involved in the preparation of serviceand the ancillary areas.Linen: handling, range, changing table cloth procedure,methods of folding napkins, issuing, checking, storingDisposable: kinds available, uses, linen/disposable use decisionsPreparation items and areas: tables, chairs, sideboards,trolleys, hot plates, hot cupboards, refrigerated displaycabinets, still room, flare lamps (if used)Checking: final check of all aspects

7.2 Identify the specialist items required for the service ofdifferent menus.Equipment and accompaniments: eg hors d’oeuvre,basic soups, pasta, rice dishes, egg dishes, fish, meat,poultry, game, vegetables, salads, sweets, speciality ices,sorbets, savouries, fresh fruitsPositioning of equipment for: table, trolley, tray

7.3 Identify the appropriate equipment necessary for food andbeverage service.Menus: examples – à la carte, table d’ hôte, fixed price/no choiceMeals: examples – breakfast, lunch, dinner, afternoon tea,banquet, function

7.4 Explain the importance and application of portion control.Methods: examplesEquipment: service equipment, utensils, dishesProcedures: establishment policy

7.5 Describe the procedures and methods for the after-serviceclearing and storage of equipment.Food: protection, storage, responsibilitiesWaste: disposal, different kinds, methodsClearing: proceduresCleaning: areas, proceduresService equipment: types, storageSafety: routines, procedures

7.6 State the factors involved in meeting pre-servicepreparation deadlines.Factors: planning, providing sufficient equipment, provisionfor extra customers, provision of accompaniments, standardworking methods, systematised order taking, team work





8.1 Greet and seat customers promptly, politely and accordingto establishment procedures.

8.2 Take customer orders, without delay, in the appropriate manner.

8.3 Serve customer orders according to the appropriate style.

8.4 Comply with appropriate health and safety standards.

8.5 Portion and serve food and drinks in the appropriate manner.

8.6 Use all equipment and utensils appropriately at all stagesof the service.

8.7 Ensure all clear down and storing procedures areappropriately carried out.



8.1 Describe the methods and procedures for greeting andseating guests.Greeting: social skills, comments, body languageSeating: methods

8.2 State the methods and procedures for taking orders.Documentation: pad, computerised system, responsibilitiesMenu: required knowledgeTaking orders: methods

8.3 Describe the methods and procedures for serving customers.Methods: establishment procedures, from dish, on plateServing: approach, proceduresCustomer expectations: for style of service, behaviourtowards customer, language, approachAccompaniments: eg meat, fish, farinaceous, cheese,sweets, salads, soups

8.4 State the kinds of items that are served at table.Pre-portioned dishes: examplesDishes to be portioned: examplesHot dishes: examplesCold dishes: examplesSoft drinks: examplesHot drinks: examples

8.5 Describe the procedures for presenting the bill and‘customer exit’.Bill presentation: methodCustomer exit: comments, final conversation





9.1 Complete all tasks involved in preparing for beverageservice appropriately.

9.2 Select appropriate equipment for beverage service.

9.3 Prepare and serve a range of beverages according to their type.

9.4 Carry out all after service clearing and storage procedures,for equipment and utensils appropriately.

9.5 Comply with appropriate legislation.



9.1 Describe the tasks involved in the preparation and serviceof beverages.Linen and disposable items: handling, issuing,checking, storingPreparation of accompaniments: eg milk, sugar, cream,lemon, chocolateGarnish preparation: eg straws, fruits, umbrellasOrdering and storing of ingredients: all beveragesincluding teas and coffees

9.2 Identify the appropriate equipment and utensils used inthe preparation and service of beverages.Equipment and utensils: crockery, cutlery, glasses,trays, salversPositioning of equipment: eg table, counter, trayUse of specialist equipment: eg teapots, hot tap waterboilers, integrated hot beverage systems, cona machines,Espresso machines, milk shake equipment

9.3 Identify non-alcoholic beverages and state the proceduresfor their service.Tea – various methods: eg lemon, iced, herb, RussianTea – types: eg Indian, China, Sri LankaCoffee – various methods: eg fresh, ground, mechanicalCoffee – types: eg instant, decaffeinated, icedMilk: shakes, chocolate, maltedSoft: orange, lemon, lime, syrups, fruit juicesMinerals: table water, mineral water, various carbonated drinks

9.4 Describe the procedures for the after service clearing andstorage of equipment.Ingredients: protection, storageClearing: proceduresCleaning: areas, proceduresService equipment: types, storageSafety: routines, proceduresSecurity: establishment procedures



Test specification for written paperFood and Beverage Service Principles 1(7066-11-003)

This is a multiple choice written paper lasting two hours with 60 questions. Candidates must answer all questions.

Approximate %

examination

Topic weighting

01 Safety at work 13.3

02 Hygiene at work 13.3

03 Security at work 13.3

04 Personal skills 10

05 Menu knowledge 10

06 General billing procedures 10

07 Pre-service procedures 10

08 Provide a table service 10

09 Provide a beverage service 10

Assessment




1.1 Carry our simple first aid tasks as required.

1.2 Locate and identify fire prevention equipment on premises.

1.3 Use fire fighting equipment safely and appropriately.

1.4 Comply with any legal requirements in relation to health and safety at all times.

1.5 Use large and small equipment in a safe manner with regard to self and others.

1.6 Use equipment safely involving the use of gas and/or electricity, and detect, remedy or report any faults.

1.7 Handle and store dangerous substances safely, such as cleaning chemicals.

1.8 Produce a simple workshop safety inspection report.

This is to confirm that the candidate has successfully completed the above tasks:

Candidate signature

Candidate name (please print)

Instructor signature

Instructor name (please print)

Completion date

01 Safety at work




2.1 Maintain personal cleanliness to meet the requiredstandard of the establishment.

2.2 Wear the appropriate uniform correctly, neatly and to establishment standards.

2.3 Maintain clean work areas and equipment.

2.4 Ensure all foods are protected from contamination.


Candidate signature




Completion date

02 Hygiene at work




3.1 Handle key systems within the establishment safely.

3.2 Use appropriate security procedures when handling guests’ belongings.

3.3 Carry out dealings with customers in a confidential manner as appropriate.

3.4 Use appropriate security procedures when handling equipment and utensils.

3.5 Report all security hazards and suspicious items to the appropriate authority.

3.6 Report all incidents using correct procedures.

3.7 React to emergencies following appropriate procedures.


Candidate signature




Completion date

03 Security at work




1.1 Present self positively at all times when dealing with customers and colleagues.

1.2 Communicate effectively and professionally withcustomers and colleagues.

1.3 Handle customer requirements promptly and politely.


Candidate signature




Completion date

04 Personal skills




5.1 Demonstrate a basic understanding of the different types of menus in use.

5.2 Demonstrate a basic understanding of the appropriate sequence of courses, from menus for different meals.

5.3 Demonstrate a knowledge of the different preparation times required for different dishes.

5.4 Demonstrate an understanding of the availability of fresh foods, taking into account relevant seasonal factors.

5.5 Explain simple cookery terms.

5.6 Demonstrate a basic understanding of special diet and cultural needs.


Candidate signature




Completion date

05 Menu knowledge




6.1 Use appropriate methods of taking food orders.

6.2 Use appropriate methods of taking drink orders.

6.3 Take food and drink orders together using the appropriate technique.

6.4 Check and process items to bills accurately.


6.6 Handle and record payments accurately.

6.7 Process cash payments accurately.

6.8 Process payments by cheque and credit cardappropriately.


Candidate signature




Completion date





7.1 Prepare a room and ancillary areas for service according to establishment requirements.

7.2 Organise all routine and special requirements related to the menu.

7.3 Select the appropriate equipment for the service.

7.4 Carry out procedures relating to portion control efficiently.

7.5 Clear and store equipment after service according to establishment procedures.

7.6 Carry out all service preparation with appropriate speed and quality.


Candidate signature




Completion date





8.1 Greet and seat customers promptly, politely and according to establishment procedures.



8.4 Comply with appropriate health and safety standards.


8.6 Use all equipment and utensils appropriately at all stages of the service.

8.7 Ensure all clear down and storing procedures areappropriately carried out.


Candidate signature




Completion date





9.1 Complete all tasks involved in preparing for beverage service appropriately.

9.2 Select appropriate equipment for beverage service.

9.3 Prepare and serve a range of beverages according to their type.

9.4 Carry out all after service clearing and storage procedures, for equipment and utensils appropriately.

9.5 Comply with appropriate legislation.


Candidate signature




Completion date



Diploma

01 Safety at work

02 Hygiene at work

03 Security at work


05 Customer care










Food and Beverage Service 7066




1.1 Take appropriate initial action to care for persons in theevent of injury.

1.2 Notify first aid assistance in the event of an accident andreassure the injured person.

1.3 Locate and complete appropriate documentation for accidents.

1.4 Check fire fighting equipment for location and operation.

1.5 Complete a fire hazard inspection for the service areas andinterpret the results for action.

1.6 Maintain and wear appropriate protective clothing for allfood service and related operations.

1.7 Manage equipment neatly and tidily in working methods.

1.8 Keep all utensils and equipment in an appropriate state of repair.

1.9 Follow manufacturers’ instructions in relation to the safeuse of all machinery.

1.10 Recognise, handle appropriately and store dangerous substances.

1.11 Ensure display, and compliance with, all appropriate safety signs.



1.1 State the necessary actions to be taken in the event of accidents.Establishment procedures: minimum provisions thatwould be acceptableNominated first aiders: numbers, qualifications, identificationTreatment of injured person: general rules, such as,reassurance, position of injuredDocumentation: reports forms/books, any legalrequirements, organisation proceduresSpecifications: cuts, shock, electric shock, fractures,burns, fainting, poisoningTraining: purpose of safety induction

1.2 Identify the types of fire fighting equipment, describingtheir use and maintenance.Types: various kinds of extinguishers, fire blankets, sand bucketsFire extinguishers: colour coding and usesMaintenance: internal checks, external checksTraining: proceduresFire escapes: signs, locations

1.3 Explain the preventative measures that minimise fire risks.Storage: risks related to storesCleaning: schedulesEstablishment procedures: rubbish disposal, cleaningLegal aspects: any legal requirementsSigns: types commonly usedInformation sources: local, national

1.4 Describe the purpose, use and application of a safetyhazards check.Definition: content of check list, method of use, levels of responsibilityCommon hazards: found in the work environmentSchedules: periods of inspectionMachinery: eg guards, repair, servicing

1.5 Describe the appropriate types, standards and purpose of protective clothing.Functions: safety, presentation, imageMaintenance: standards, repair, materialsFootwear: kinds, importance

1.6 Describe the selection, use, care and maintenance of tools.Types: range of small itemsKnives: types/carving/fruit, uses, storing, transporting,sharpening, carryingWorking methods: dangers of knife misuse, skills,procedures, table/trolley position when cutting/carvingCloths: maintenance, requirements for use

1.7 Describe the importance of manufacturers’ instructions inthe use of machinery.Location: where kept, whose responsibility, access,languageMachinery large and small: electric, cylinder gas,mechanical, for hot beveragesTraining: use of instruction

1.8 Describe the types, safe use, care and control ofdangerous substances.Types: chemicals, dustsUse: cleaning, pest controlStorage: containers, labels, securityControl: issue procedures, responsibility, ordering

01 Safety at work




2.1 Maintain personal cleanliness, to meet the requiredstandard, consistently.

2.2 Wear the appropriate uniform correctly, neatly and toestablishment standards.

2.3 Comply with all procedures, in relation to general appearance.

2.4 Complete all cleaning procedures correctly.

2.5 Complete a basic hygiene hazard checklist.

2.6 Complete routine inspections of hygiene standards indining areas.

2.7 Complete routine inspections of the hygiene standards ofutensils, linen, crockery and cutlery.

2.8 Supervise food displays in dining areas to maintainadequate hygiene standards.

2.9 Apply any current legislation and/or regulations governinghygiene matters where appropriate.



2.1 State the essential factors in the maintenance personalcleanliness and hygiene.Food poisoning: definition, sources, causesHygiene regulations: any in forcePersonal hygiene: hands, teeth, hair, cosmetics, clothesWork hygiene: correct procedures in working methodsand operationsHealth: reporting sickness, dressings on wounds

2.2 State the importance of wearing a uniform and asatisfactory general appearance.Appearance: neat, tidy, good general presentationHealth practices: relevant practicesProtective clothing: uniforms, components, purpose,methods of wearing

2.3 Describe the appropriate methods of cleaning andhandling of materials.Materials: safe use, efficient useItems needing cleaning: all in day to day operation of food and beverage serviceSchedules: importance of regular cleaning, deepcleaning, cleaning schedule format, clean ‘as you go’Methods: methods are matched to items to be cleaned, examples

2.4 Explain the purpose and procedures for a basic hygienehazard report.Purpose: outline risk areasProcedures: examples, levels of responsibility

2.5 State the function and process of hygiene inspections.Dining areas: risk areas, customer expectationsRisks: equipment, utensils, crockery, cutlery, cloths

2.6 Explain situations of holding foods in dining areas that give rise to risk.Areas: carving trolley, sweet trolley, counters, buffet tablesRisks: contamination sources

02 Hygiene at work




3.1 Organise the safe handling of appropriate key systemswithin the establishment.

3.2 Follow, and organise appropriate security procedures, withguests’ belongings.

3.3 Employ confidential practices where necessary.

3.4 Follow and organise appropriate security procedures, withregard to equipment and utensils.

3.5 Report all security hazards and suspicious items.

3.6 Report all incidents using appropriate procedures.

3.7 Follow the correct emergency procedures in accordancewith establishment policy.

3.8 Complete a survey of security hazards.

3.9 Maintain appropriate security documentation.



3.1 Describe the operation of key systems within the establishment.Systems: grand master, master, floor, section master

3.2 Explain the procedures for reporting lost property andfound property.Reporting: supervisorDetails: where found, when found, description of lost itemHolding: length of time held by establishment, guestnotification procedures

3.3 State the benefits of appropriate security practices withregard to equipment and materials.Benefits: reduced theft, less misuse, reduced costsStaff: some increase in morale

3.4 Identify and explain security hazards.Hazards: bomb threats, suspicious packages, suspiciouspeople, broken items, missing items, faulty locks

3.5 Describe the reporting procedures for security incidents.Minor incidents: supervisor contactMajor incidents: raising alarm, evacuation of buildingBomb threats: telephone procedure

3.6 Identify the personal characteristics to be adopted by staffin order to deal with security issues effectively.Characteristics: vigilant, observant, attention to detail

3.7 Describe the role of members of staff in relation to security issues.Attitude: desirableResponsibilities: public, fellow workers, reporting procedures

3.8 Identify the areas of the environment which need attentionin relation to security.Customer areas: eg dining rooms, toilets, bars,reception, cloakroomsStaff areas: eg changing rooms, rest rooms, toiletsStorage areas: all storage rooms and cupboardsVisitors: guests’ visitors, external

3.9 Identify documentation used in the organisation andimplementation of security.Documentation: eg records, notices, information leaflets

03 Security at work




4.1 Present self in a positive and confident manner at all times.

4.2 Use a professional attitude at all times.

4.3 Employ positive attitudes at all times.

4.4 Communicate effectively with customers and colleagues inthe working environment.

4.5 Use equipment for communication, such as the telephone, effectively.

4.6 Anticipate customer needs, confirm and satisfy appropriately.

4.7 Ensure positive image presentation and use selling aspects of the role.

4.8 Ensure all activities in dealing with colleagues andcustomers are free from unfair discrimination.



4.1 Explain the importance of appropriate personal presentation.Self confidence: ways of increasingJob satisfaction: ways of increasingPersonal development: ways of assistingImage: establishment image, ambiance, industry cultureCustomer confidence: factors that encourageExample: to other staff

4.2 State the factors involved in achieving and maintainingappropriate personal presentation.Appearance: clean clothes and footwear, routine care ofclothes and footwear, use of accessories and jewellery, use of cosmetics, hair condition and style, hands and nails,clean shaven and trimmed(male)Health and hygiene practices: balanced diet, sufficientrest and leisure, use of skin and body care preparations,adequate personal hygiene routinesEnvironment: positive and supportive work environment,management or supervisor feedback

4.3 State the factors involved in achieving appropriateprofessional attitudes and behaviour towards others.Positive behaviour: patience, good humour, pleasant manner, self confidence, self organisation, eye contact, cooperationNegative behaviour: rudeness, bad temper, indifference,arrogance, unfair discrimination, sarcasmPositively responding to: instructions, requests,criticisms, appraisalsProfessional attitude to: customers, colleagues,consistency of approach, professional ethics, impartiality,confidentiality, punctuality, time keeping, good attendance

4.4 State the factors that contribute to successful team work.Team members: eg colleagues, supervisors, junior staff,personnel from other departments, other organisationsTeam member characteristics: ages, ethnic backgrounds,skills, balance of expertise and experience

4.5 State the factors involved in effective communication,when working with others.Non verbal communication: definition, effectsNon verbal communication – techniques for creating

a good impression: welcoming attitude, facialexpression, correct posture, eye contact, other aspects of body languageVerbal communication: definition and importance ofeffective verbal communicationVerbal communication – giving: clear diction,modulated tone, accurate pronunciation, use of grammarVerbal communication – receiving: effective listening,identification of relevant points, taking notes, use ofquestions, clarificationSpecial needs: communication techniquesWritten communication: uses, techniques, neatpresentation, legible handwriting, correct format, concise,accurate information, correct spellingForms of address to individuals: titles, companies

4.6 Describe the appropriate procedures and techniques ofeffective telephone use.Customers: enquiries, queries, compliments, elderlycustomers, children, handicapped, complaints, difficultcustomers ie drunk, violentEmergencies: fire, bomb warnings, illness, accidents,theft, loss of customer belongingsApologies: all situationsOther internal communication systems: pocket paging,public address, in-house television promotion, fax, e-mail

4.7 State the factors involved when anticipating and satisfyingcustomer needs.Welcoming: formal, informalAddressing customers: appropriate methodsSituations: introducing people, making customers feel atease, conversing, departures

4.8 Explain the relevance of good presentation and effectiveselling to the employee role.Individuals’ contributions to organisation:

profitability, efficiency, image, goodwillProfitability: developing sales opportunities, awarenessof customer spending powerEfficiency: achieving customer satisfactionImage: gaining customer confidence





5.1 Greet customers promptly and politely.

5.2 Establish customer needs and provide the appropriate service.

5.3 Deal with incidents involving customers appropriately and according to company policy.

5.4 Deal with customer complaints appropriately andaccording to company policy.



5.1 State the purpose and explain the methods of customer care.Purpose and methods: make customers feel welcome and relaxed, ensure overall profitability of the business, identifying of customer needs, promoting establishment facilities

5.2 Describe the general procedures for dealing with customers.Procedures: greeting customers, talking to customers,verbal and non verbal communication, departureprocedures, procedures for dealing with lost property

5.3 Describe the types of customer enquiries.Types: confidential, non-confidentialCustomer comments: examples

5.4 State the types of customer incidents and describe theprocedures for dealing with them.Types: difficult, intoxicated, under-age (when appropriate)Procedures: company policy

5.5 State the types of customer complaints and describe theprocedures of dealing with them.Types: food, wine, service, amount of billProcedures for face to face: approach, keeping calmProcedures for written: examples

05 Customer care




6.1 Assist and serve customers selecting from different typesof menu.

6.2 Respond to the special needs of customers such as cultural and religious needs.

6.3 Explain to customers on request the characteristics ofdishes, in relation to cooking methods and ingredients.

6.4 Pronounce appropriately menu terminology, such as thenames of dishes.

6.5 Comply with any legal aspects related to the service offood and beverages.



6.1 List the different types of menus in current use.Types: à la carte, table d’ hôte, fixed price/no choiceMeals: as appropriate to culture – eg breakfast, lunch,dinner, afternoon tea, high tea, supper, buffets, functions,room service

6.2 State the sequence of courses on various types of menus.Types: à la carte, table d’ hôte, fixed price/no choice

6.3 State the different preparation times of dishes and theimplications for food service.Dishes: cooked to order, long cooking times, examplesTerms: simple cooking terms for degrees of cooking

6.4 State the availability of fresh foods and the seasonal factors.Types: eg fish, game, fruit, vegetables

6.5 Identify the basic methods of cooking.Terms: boiling, poaching, stewing, braising, steaming,baking, roasting, pot roasting, grilling, shallow frying, deep frying

6.6 Identify the needs of customers and state the appropriateservice responses.Identification: needs, expectations, all relevant factors inthe meal experienceLegal aspects: any relating to menu terminology

6.7 Identify the needs of customers, in relation to religiousand/or cultural needs.Needs: religious, cultural

6.8 Describe the characteristics of dishes, as would beexplained to the customer.Dishes and ingredients: local and international examplesCooking methods: eg healthy eating implications, examples

6.9 Identify any legal aspects relating to the service and sale offood and beverages in dining areas.Legal requirements: any in force





7.1 Take food orders using a range of established methods.

7.2 Take drink orders using two different methods.

7.3 Take food and drink orders together.

7.4 Check and process items to bills.


7.6 Handle and record payments accurately and according toestablishment procedures.

7.7 Process cash payments accurately and according toestablishment procedures.

7.8 Process payments by cheque accurately and according toestablishment procedures.

7.9 Process payments by credit/debit cards accurately andaccording to establishment procedures.

7.10 Process payments by vouchers and transfers accuratelyand according to establishment procedures.

7.11 Deal with refunds according to establishment procedures.

7.12 Deal with unexpected situations, that may arise in billingand checking, according to establishment procedures.



7.1 Identify the different types of checking and billing systems.Types: duplicate, triplicate, pre-printed, electronic point ofsale (EPOS)

7.2 Describe the techniques of taking food and drink orders.Table: identification of host, presentation of menu andwine list, knowledge of the suitability of differentbeverages in relation to foods, special occasions andpromotions, different methods of recording orders andsales for functions, recording details clearlyBar: giving examples of the suitability of different beveragesin relation to special occasions and promotions, methods ofrecording orders and sales, distribution of copy orders

7.3 Explain the procedures for processing and checking itemsto bills.Methods: establishment procedures, manual, EPOSSecurity: checks, bills

7.4 Describe the procedures for opening and operating apayment point.Procedures: opening, floats, audit and receipt, till rolls,hand over, closingSecurity: payment point

7.5 Describe the procedures involved in handling andrecording payments.Bill preparation: methods, routinesPresentation: techniquesSecurity: main considerations

7.6 Describe the procedures for processing payments.Cash/foreign currency: handling of cash, foreigncurrency rates, giving change and receiptsCheque: types, sterling travellers cheques, procedures foraccepting, use of credit cards authorisation/limitsCredit and debit cards: types of credit cards, types ofcharge cards, authorisation codes, floor limits, proceduresfor accepting

7.7 Explain the procedures for dealing with refunds.Types: examplesValidation: authorisationDocumentation: examples

7.8 Describe the procedures for dealing with vouchers, tokens and transfers.Types: examplesMethods of handling: examplesOther issues: exchange for cash, transfers to guests’accounts, authorisation required

7.9 State the procedures for dealing with unexpectedsituations when processing payments.Situations: errors, voids, invalid cheques, invalid cheque cards, authorisation refused, suspect fraud,suspect behaviour





8.1 Complete all tasks involved in preparing a room andancillary areas for service.

8.2 Organise and carry out all special requirements related to the menu.

8.3 Select appropriate equipment for the service.

8.4 Use procedures relating to portion control efficiently.

8.5 Prepare and serve non-alcoholic beverages.

8.6 Complete after-service clearing and storage proceduresfor equipment.

8.7 Complete all service preparation with appropriate speedand quality.

8.8 Deal with any items of equipment or utensils notimmediately in a fit state for use in food service.

8.9 Complete a final brief inspection of the food service areasand confirm standards.



8.1 Describe the tasks involved in the preparation of serviceand ancillary areas.Linen and/or other materials as appropriate: handling,range, changing table cloth procedure, methods of foldingnapkins, issuing, checking, storingDisposable: kinds available, uses, criteria for choice,decisions for usePreparation – items and areas: tables, chairs,sideboards, trolleys, hot plates, hot cupboards,refrigerated display cabinets, still room, flare lamps

8.2 State the specialist items required for the service ofdifferent menus.Equipment and accompaniments for: eg hors d’oeuvre,soups, pasta, rice dishes, egg dishes, fish, meat, poultry,game, vegetables, salads, sweets, speciality ices, sorbets,savouries, fresh fruitsPositioning of equipment for: table, trolley, tray

8.3 Identify the appropriate equipment necessary for food andbeverage service.Menus: as appropriate for culture, eg à la carte, table d’ hôte, fixed price/no choiceMeals: eg breakfast, lunch, dinner, afternoon tea,banquet, function

8.4 Explain the importance and application of portion control.Methods: examplesEquipment: service equipment, utensils, dishesProcedures: establishment policyImportance: customer satisfaction, cost control, quality control

8.5 Describe the procedures for serving non-alcoholic beverages.Tea methods: varied methods, lemon, icedTea types: eg Indian, ChinaCoffee methods: fresh ground, mechanicalCoffee kinds: eg instant, decaffeinated, icedMilk: eg shakes, chocolate, maltedSoft: eg orange, lemon, lime, syrups, fruit juicesMinerals: eg table water, mineral water, other carbonated drinks

8.7 State the factors involved in meeting pre-servicepreparation deadlines.Factors: planning, providing sufficient equipment,provision for extra customers, provision ofaccompaniments, standard working methods,systematised order taking, team work

8.8 State the procedures for rectifying the poor repair andcleanliness of equipment and utensils.Equipment and utensils: examples

8.9 Describe the pre-service inspections necessary toestablish the standards of the food service area.Inspections: examples of proceduresProblems and actions: examples





9.1 Greet and seat customers promptly and politely.

9.2 Identify the host and respond appropriately where necessary.

9.3 Present menus in accordance with establishment practice.

9.4 Provide clear explanations of dishes as requested by the customers.



9.7 Comply with all relevant health and safety standards.


9.9 Use equipment and utensils appropriately at all stages ofthe service.

9.10 Clear down and complete storing procedures according toestablishment procedures.

9.11 Clean and store equipment and utensils according toestablishment procedures.

9.12 Complete exit procedures according to establishment requirements.



9.1 Describe the methods and procedures for greeting andseating guests.Greeting: social skills, proceduresSeating: methods

9.2 Describe the methods and procedures for taking orders.Documentation: pad, computerised systemMenu: required knowledgeTaking orders: methods

9.3 Describe the methods and procedures for serving customers.Methods: establishment procedures, from dish, on plateServing: approach, proceduresCustomer expectations: for style of service, behaviourtowards customer, language, approachAccompaniments: types, eg meat, fish, farinaceous,cheese, sweets, salads, soups

9.4 Describe the kinds of items that are served at table.Pre-portioned dishes: examplesDishes to be portioned: examplesHot dishes: examplesCold dishes: examplesSoft drinks: examplesHot drinks: examples

9.5 Describe the procedures and methods for the after-serviceclearing and storage of equipment.Food: protection, storage, returnsClearing: proceduresCleaning: areas, proceduresService equipment: types, storageSafety: routines, procedures

9.6 State the procedures for presenting the bill and customer exit.Bill presentation: methodCustomer exit: comments, final conversation

9.7 Identify and explain the exit procedures.Security: money, equipment, locking-up, key systemsFuels: lights, appliancesFire risks: examples, standard checksDocumentation: money, valuables, foods and drinks





10.1 Select and prepare all equipment and utensils for silver service.


10.3 Take customer orders without delay, in the appropriate manner.

10.4 Explain the menu products as requested by the customer.

10.5 Serve customer orders using the appropriate equipmentand following establishment procedures.

10.6 Complete the service of the various courses in anappropriate time.

10.7 Ensure the layout of the food on the customer’s plate isneat and the portions appropriate.

10.8 Complete tasks in the appropriate sequence.

10.9 Observe appropriate health and safety standards.

10.10 Complete clearing down and storing procedures.

10.11 Deal with unexpected situations according toestablishment policy.



10.1 Define silver service as a method of serving food.Definition: the service of food from a flat/dish onto the customers’ plate at the table by the waiter usingservice cutlery

10.2 Identify the equipment and utensils required for silver service.Equipment: types, usesUtensils: types, uses

10.3 Identify the kinds of establishments and occasions whensilver service is likely to be used.Establishments: eg armed forces, restaurants, hotelsOccasions: eg outdoor catering, functions

10.4 Describe the method of serving food by silver service.Skills: manipulative, social, knowledgeProcedures for: soup, fish, delicate items, meat, poultry,vegetables, sauces, cheese, savouries, sweets

10.5 State and give an explanation for the need for service priorities.Order: as appropriate to culture, eg guests first, host last,cold food before hotTemperature: hot food/hot plates, cold food/cold platesProcedures: handling of plates, order of service, serviceside, timing

10.6 Describe the procedures for clearing in silver service.Procedures: when, how, establishments own proceduresClearing: plates, dishes with liners, salver, crumbs, other itemsSideboards: clearing, maintaining

10.7 State the advantages and disadvantages of silver service.Advantages: personalised service, portion control maybe decided by customer/waiter, use in banqueting,organisation of service staffDisadvantages: slower than plate, food temperatureretention, staff/customer ratio, capital outlay, portion control.

10.8 Describe the methods of dealing with unexpected situations.Small or big spillages: table, floor, customer





11.1 Check the counter organisation and make any adjustments required.

11.2 Comply with all appropriate health, hygiene and safety procedures.


11.4 Serve customers without delay and without undue haste.

11.5 Provide sufficient accurate information for customers tomake their food and drink selections.

11.6 Interpret customers’ requests accurately and meet their requirements.

11.7 Portion food and drinks and serve neatly and hygienically.

11.8 Deal with unexpected situations according toestablishment procedures.

11.9 Ensure appearance and manner supports the standards of the establishment.



11.1 Define counter service.Definition: the plating of a dish in front of customers thenhanding it to them

11.2 Identify the types of establishment that provide counter service.Types: caféterias, snack bars, pubs, armed forces, industrialcanteens, schools meals, fast-food outlets, hospitals

11.3 Describe the methods of serving food and drink by counter service.Skills: technical, manipulative, socialPresentation: food, drinkStaff: presentation, uniform/dress, mannerEquipment and utensils: types, usesPortion control: procedures, examplesProtection: hygiene aspects, sneeze screens, due diligenceSelf service items: examples, food safety considerations

11.4 State and give an explanation for the clearing proceduresfor a counter service.Counter: covering foods, disposals, holdingRoom: tables, chairs, floor, sideboardsCustomer plate clearing: conveyor belt systems, manual

11.5 Describe the kinds of items suitable for cafeteria service.Foods: whole items, pre-portioned dishes, dishes to beportioned, items to be carved, hot dishes, cold dishes, soft drinks, hot drinks

11.6 State the advantages and disadvantages of a counter service.Advantages: food on view, customer decides quality of selection, usually more customer control of speed of service, fewer staff, speedDisadvantages: waiting, queuing, customer carries food,some high risk foods held at ambient temperature





12.1 Check the carvery or buffet organisation and complete anyadjustments required.


12.3 Display food items in the appropriate manner and monitor temperatures.


12.5 Serve or assist customers as appropriate.

12.6 Provide sufficient accurate information for customers, as required, to make their food and drink selections.

12.7 Replenish food and remove dishes as appropriate.


12.9 Ensure personal appearance and manner supportappropriately the standards of the establishment.



12.1 Define a carvery and buffet as a method of serving food.Definition: a table or counter where food is carved andplaced on a plate then handed to the customers who maythen help themselves to salads and/or vegetables, in thecase of a buffet all food may be fully prepared forcustomers to help themselves

12.2 List the relevant points to take into account whenmanaging a carvery.Positioning: factors to consider, room for movement, draughtsPreparing: utensils, equipment, decorative display itemsPresenting: arrangement, neatnessMenu: displayFood hygiene: temperatures, protection, sneeze screens

12.3 List the relevant points to take into account whenmanaging a buffet.Types: high, finger, hot, coldArrangement: different approaches, sequence of dishesFood hygiene: food protection, temperatures, position,supervision of staff

12.4 State the procedures for serving and assisting customerssuccessfully for carvery and buffet service.Customer requirements: approachesServing food: portion control, carving skills, sectioning skills, social skillsFood levels: replenishments, circumstances

12.5 State the factors that need to be considered in maintainingcustomer areas.Safety: conditions, equipment positions, floor, stacking platesClearing: frequency, staff requirements

12.6 State the procedures for dealing with unexpected situations.Situations: examplesProcedures: examplesAccidents: customers drop itemsExcessive queuing: hold ups, too many customers





13.1 Provide a range of plate services at the table.

13.2 Provide a family service at the table.

13.3 Provide a French service.

13.4 Greet and seat customers appropriately.

13.5 Identify the host and respond appropriately.

13.6 Present menus as necessary.

13.7 Explain dishes as required.

13.8 Take customer orders as necessary.

13.9 Serve customers using the correct procedures and style.

13.10 Comply with all hygiene and safety regulations and procedures.

13.11 Portion and serve food appropriately.

13.12 Use equipment and utensils appropriately.

13.13 Clear down and use storage procedures correctly.

13.14 Complete exit procedures following establishment requirements.



13.1 Define plate, family and French service provided at the table.Plate service: is defined as the service of a course orcourses ready plated to the customer seated at the tableFamily service: is defined as the service of parts of acourse in dishes or flats, placed on the table for customersto help themselvesFrench service: is defined as the presentation on flats ordishes parts of a course to the customer, seated at thetable, allowing the customer to serve themselves

13.2 Identify the kinds of establishments providing differenttypes of service.Plate: eg caféteria, armed forces, industrial canteens,public houses, snack bars, restaurants, fast food outlets,outdoor catering, school meals, function catering, welfarecatering, private housesFamily: eg school meals, welfare establishments, armedforces, restaurants, function catering, private housesFrench: eg restaurants, outdoor catering, function catering

13.3 Describe the methods of serving food by plate service.Service: plate to left, main part of course nearestcustomer, rules for serving hot and cold foods, hygienic handling of plate and other utensils

13.4 Describe the methods of serving food by family service.Service: dishes placed on table nearest host, stackedplates in front of host

13.5 Describe the methods of serving food by French service.Service: plates placed in front of each customer from left,dishes presented to host then guests, guests helpthemselves using service cutlery, dishes held close to guests

13.6 Describe the method of clearing in plate service.Methods: two plate, three plate, minimum carry six platesCrumb down: after main course

13.7 Describe the method of clearing in family service.Dishes: remove when no longer requiredPlates: as for plate serviceMethods: use of trays, trolleys, crumbing down

13.8 Describe the method of clearing in French service.Plates: as for plate serviceCrumbing down: after plate removal

13.9 State the advantages and disadvantages of plate service.Advantages: fast service, plate may look attractive, staff serve many customers, accurate portion controlDisadvantages: no choice, foods may merge, quantities may vary, keeping at appropriate temperatures for large numbers

13.10 State the advantages and disadvantages of family service.Advantages: customer selects portion size, staff canserve many customers, fast serviceDisadvantages: poor portion control, table may becomesoiled with spillages, capital outlay on equipment

13.11 State the advantages and disadvantages of French service.Advantages: customers help themselves, customerschoose portion sizeDisadvantages: service slow, food cools quickly, portion control difficult, capital outlay on equipment, food may be dropped






14.2 Provide suitable advice to customers as requestedregarding selection of products.

14.3 Comply with all legal aspects relating to the provision ofdrinks service.

14.4 Serve customer orders according to the appropriate styleand establishment requirements.

14.5 Comply with all relevant hygiene, health and safety standards.

14.6 Serve drinks in the appropriate manner.

14.7 Use equipment and utensils appropriately at all stages ofthe service.




14.1 Define table drinks service.Definition: the service of water, mineral waters, softdrinks, wines, spirits, beers and liqueurs to the table

14.2 Identify the techniques of positive selling includingrealising and developing sales opportunities.Promotional material: examplesDisplays and promotions: eg liqueur trolley, cocktail of the day

14.3 State the main methods of maintaining and increasing sales.Environment: presentation of restaurant and bar, wine listMethods: skills, being able to recommend, product knowledge

14.4 State the legal requirements in relation to the selling andservice of alcoholic drinks.Legal aspects: in force

14.5 Describe the methods and procedures for taking orders fordrinks service.Types: examplesTechniques: accuracy, obtaining and serving order,presentation of bill as required

14.6 Describe the preparation requirements and tasks for thetable service of drinks.Drinks: appropriate glassesTemperatures: room temperature, chilled

14.7 List the accompaniments for various beverages and smallitems available on bars and tables.Drinks: eg olives, lemon, cherries, iceBar/table small food items: eg nuts, olives, mint,crackers, crisps

14.8 Describe the methods of decoration and presentation of drinks.Decorations: examples

14.9 Describe the methods of serving the various types of drinks.Procedures: bottle and draught beers, wine by bottle andglass, liqueur wines, spirits, liquors, cocktails, soft drinksTechniques: carrying glasses, loading tray with glasses,carrying tray with glasses, hygiene aspects

14.10 Describe the methods of service of speciality/liqueur coffees.Coffees: eg Irish, Café Royale, Calypso coffee




This is a multiple choice written paper lasting two and a half hourswith 100 questions. Candidates must answer all questions.

Approximate %

examination

Topic weighting

01 Safety at work 8

02 Hygiene at work 8

03 Security at work 8

04 Personal skills and attributes 8

05 Customer care 8

06 Product knowledge 8

07 Billing and checking procedures 8

08 General pre-service procedures 8

09 Provide a table service 6

10 Provide a silver service 6

11 Provide a counter service 6

12 Provide a carvery or buffet service 6

13 Provide other styles of table service 6

14 Provide a table drinks service 6

Assessment




1.1 Take appropriate initial action to care for persons in the event of injury.

1.2 Notify first aid assistance in the event of an accident and reassure the injured person.

1.3 Locate and complete appropriate documentation for accidents.

1.4 Check fire fighting equipment for location and operation.

1.5 Complete a fire hazard inspection for the service areas and interpret the results for action.

1.6 Maintain and wear appropriate protective clothing for all food service and related operations.

1.7 Manage equipment neatly and tidily in working methods.

1.8 Keep all utensils and equipment in an appropriate state of repair.

1.9 Follow manufacturers’ instructions in relation to the safe use of all machinery.

1.10 Recognise, handle appropriately and store dangerous substances.

1.11 Ensure display, and compliance with, all appropriate safety signs.


Candidate signature




Completion date

01 Safety at work




2.1 Maintain personal cleanliness, to meet the required standard, consistently.

2.2 Wear the appropriate uniform correctly, neatly and to establishment standards.

2.3 Comply with all procedures, in relation to generalappearance.

2.4 Complete all cleaning procedures correctly.

2.5 Complete a basic hygiene hazard checklist.

2.6 Complete routine inspections of hygiene standards in dining areas.

2.7 Complete routine inspections of the hygiene standards of utensils, linen, crockery and cutlery.

2.8 Supervise food displays in dining areas to maintain adequate hygiene standards.

2.9 Apply any current legislation and/or regulations governing hygiene matters where appropriate.


Candidate signature




Completion date

02 Hygiene at work




3.1 Organise the safe handling of appropriate key systems within the establishment.

3.2 Follow, and organise appropriate security procedures, with guests’ belongings.

3.3 Employ confidential practices where necessary.

3.4 Follow and organise appropriate security procedures, with regard to equipment and utensils.

3.5 Report all security hazards and suspicious items.

3.6 Report all incidents using appropriate procedures.

3.7 Follow the correct emergency procedures in accordance with establishment policy.

3.8 Complete a survey of security hazards.

3.9 Maintain appropriate security documentation.


Candidate signature




Completion date

03 Security at work




4.1 Present self in a positive and confident manner at all times.

4.2 Use a professional attitude at all times.

4.3 Employ positive attitudes at all times.

4.4 Communicate effectively with customers and colleagues in the working environment.

4.5 Use equipment for communication, such as the telephone, effectively.

4.6 Anticipate customer needs, confirm and satisfyappropriately.

4.7 Ensure positive image presentation and use selling aspects of the role.

4.8 Ensure all activities in dealing with colleagues andcustomers are free from unfair discrimination.


Candidate signature




Completion date






5.2 Establish customer needs and provide the appropriate service.

5.3 Deal with incidents involving customers appropriately and according to company policy.

5.4 Deal with customer complaints appropriately and according to company policy.


Candidate signature




Completion date

05 Customer care




6.1 Assist and serve customers selecting from different types of menu.

6.2 Respond to the special needs of customers such as cultural and religious needs.

6.3 Explain to customers on request the characteristics of dishes, in relation to cooking methods and ingredients.

6.4 Pronounce appropriately menu terminology, such as the names of dishes.

6.5 Comply with any legal aspects related to the service of food and beverages.


Candidate signature




Completion date





7.1 Take food orders using a range of established methods.

7.2 Take drink orders using two different methods.

7.3 Take food and drink orders together.

7.4 Check and process items to bills.


7.6 Handle and record payments accurately and according to establishment procedures.

7.7 Process cash payments accurately and according to establishment procedures.

7.8 Process payments by cheque accurately and according to establishment procedures.

7.9 Process payments by credit/debit cards accurately and according to establishment procedures.

7.10 Process payments by vouchers and transfers accuratelyand according to establishment procedures.

7.11 Deal with refunds according to establishment procedures.

7.12 Deal with unexpected situations, that may arise in billing and checking, according to establishment procedures.


Candidate signature




Completion date





8.1 Complete all tasks involved in preparing a room and ancillary areas for service.

8.2 Organise and carry out all special requirements related to the menu.

8.3 Select appropriate equipment for the service.

8.4 Use procedures relating to portion control efficiently.

8.5 Prepare and serve non-alcoholic beverages.

8.6 Complete after-service clearing and storage procedures for equipment.

8.7 Complete all service preparation with appropriate speed and quality.

8.8 Deal with any items of equipment or utensils notimmediately in a fit state for use in food service.

8.9 Complete a final brief inspection of the food service areas and confirm standards.


Candidate signature




Completion date






9.2 Identify the host and respond appropriately where necessary.

9.3 Present menus in accordance with establishment practice.

9.4 Provide clear explanations of dishes as requested by the customers.



9.7 Comply with all relevant health and safety standards.


9.9 Use equipment and utensils appropriately at all stages of the service.

9.10 Clear down and complete storing procedures according to establishment procedures.

9.11 Clean and store equipment and utensils according to establishment procedures.

9.12 Complete exit procedures according to establishment requirements.


Candidate signature




Completion date





10.1 Select and prepare all equipment and utensils for silver service.


10.3 Take customer orders without delay, in the appropriate manner.

10..4 Explain the menu products as requested by the customer.

10.5 Serve customer orders using the appropriate equipment and following establishment procedures.

10.6 Complete the service of the various courses in an appropriate time.

10.7 Ensure the layout of the food on the customer’s plate is neat and the portions appropriate.

10.8 Complete tasks in the appropriate sequence.

10.9 Observe appropriate health and safety standards.


10.11 Deal with unexpected situations according toestablishment policy.


Candidate signature




Completion date





11.1 Check the counter organisation and make any adjustments required.



11.4 Serve customers without delay and without undue haste.

11.5 Provide sufficient accurate information for customers to make their food and drink selections.

11.6 Interpret customers’ requests accurately and meet their requirements.

11.7 Portion food and drinks and serve neatly and hygienically.


11.9 Ensure appearance and manner supports the standards of the establishment.


Candidate signature




Completion date





12.1 Check the carvery or buffet organisation and complete any adjustments required.


12.3 Display food items in the appropriate manner and monitor temperatures.


12.5 Serve or assist customers as appropriate.

12.6 Provide sufficient accurate information for customers, as required, to make their food and drink selections.

12.7 Replenish food and remove dishes as appropriate.


12.9 Ensure personal appearance and manner supportappropriately the standards of the establishment.


Candidate signature




Completion date





13.1 Provide a range of plate services at the table.

13.2 Provide a family service at the table.

13.3 Provide a French service.

13.4 Greet and seat customers appropriately.

13.5 Identify the host and respond appropriately.

13.6 Present menus as necessary.

13.7 Explain dishes as required.

13.8 Take customer orders as necessary.

13.9 Serve customers using the correct procedures and style.

13.10 Comply with all hygiene and safety regulations and procedures.

13.11 Portion and serve food appropriately.

13.12 Use equipment and utensils appropriately.

13.13 Clear down and use storage procedures correctly.

13.14 Complete exit procedures following establishment requirements.


Candidate signature




Completion date






14.2 Provide suitable advice to customers as requestedregarding selection of products.

14.3 Comply with all legal aspects relating to the provision of drinks service.

14.4 Serve customer orders according to the appropriate style and establishment requirements.

14.5 Comply with all relevant hygiene, health and safety standards.

14.6 Serve drinks in the appropriate manner.

14.7 Use equipment and utensils appropriately at all stages of the service.



Candidate signature




Completion date



Advanced Diploma









09 Guéridon and flambé



Food and Beverage Service 7066




1.1 Monitor and maintain the procedures implemented fordealing with first aid.

1.2 Monitor and maintain fire prevention measures and firefighting equipment.

1.3 Deal with breaches of good safety and hygiene practice appropriately.

1.4 Monitor and maintain personal cleanliness and hygienestandards of staff under supervision in the work area.

1.5 Use and monitor appropriate methods of cleaning andhandling of materials according to establishment and legal requirements.

1.6 Monitor and maintain relevant health and safety trainingfor all personnel in the work area.

1.7 Maintain appropriate documentation relating to health and safety.

1.8 Conduct basic on-the-job training, in hygiene and safety,including fire prevention.



1.1 State the procedures for dealing with first aid.Procedures: shock, cuts, electric shock, fractures, burns,fainting, poisoningAccident discovery: initial actionEmergency services: methods of contactingEstablishment procedures: basic requirements, examplesDocumentation: records

1.2 Identify fire prevention measures and fire hazards.Conditions that may cause fires: hazardsLegislation: any government and/or local legislation as itapplies to the workplaceFire prevention: basic measures, establishmentprocedures, checksDiscovery of fire: types of fire, initial action, follow up proceduresEvacuation: establishment procedures, signs, exits,assembly pointsFire fighting equipment: types related to fires, colourcoding of extinguishers

1.3 Identify the causes for breaches of good practice and themethods of avoiding breaches.Causes: attitudes, human capabilities, human failings,inadequate information, inadequate training,underestimating risk, mistaken priorities, falseassumptions, language problemsMethods: building safety first attitudes, planning, settingobjectives, assessing effectiveness of health and safetypolicies, modifying policies and practices as required,reinforcement of legal requirements

1.4 Describe methods of safely handling cleaning materialsand equipment in the workplace.Hazard analysis: main types of accident and causes,methods of accident preventionEquipment – large and small: safe use and handling,working practices, moving heavy equipment, cleaningprocedures, inspections, maintenance, reporting proceduresDangerous substances: safe use and handling, types,uses, control procedures, labelling, issuing, authority touse, storage requirements, rules

1.5 State the essential aspects in the maintenance of personalcleanliness and hygiene.Food poisoning: definition, sourcesHygiene regulations: any in forcePersonal hygiene: hands, teeth, hair, cosmetics, clothesWork hygiene: correct procedures in working methodsand operationsHealth: reporting sickness, dressings on woundsRecords: maintaining of records

1.6 State the reasons for adopting and maintaining a satisfactorygeneral appearance, and uniform where necessary.Appearance: neat, tidy, good general presentationHealth practices: relevant practicesProtective clothing: uniforms, components, purpose,methods of wearingRecords: maintaining of records

1.7 Identify appropriate methods of cleaning, and handling materials.Materials: safe use, efficient useItems needing cleaning: all in day to day operation offood and beverage serviceSchedules: importance of regular cleaning, daily, weekly,deep clean, content of schedulesMethods: methods are matched to items to be cleaned, examplesRecords: maintaining of records.



1.8 State the key elements of health and safety training.Training manuals: types, usesOutside agencies: uses, provisionsTraining needs: methods of assessing needsIdentification of roles: first aid officers, health and safety officersInduction training: hygiene, safety, fire preventionRecords: induction training, types, usesFeedback: staff, customer, management, third partyTraining programmes: basic programmes prepared,content, simple training instruction materials identified

1.9 Identify recording systems for health, hygiene and safety.Systems: computerised, manualTypes: eg accident book, training records, dangerousequipment, workplace regulationsCommunication: methods, people to be informedEquipment: manufacturers’ guidelines, availability to staffManuals: updating, amendingDangerous substances: information, records, security




2.1 Deal with customers in a polite and professional manner.

2.2 Maintain all company procedures for customers’ enquiries,complaints and other incidents.

2.3 Give accurate information concerning the restaurant andbar areas to customers.

2.4 Anticipate and identify individual customer needs as appropriate.

2.5 Maintain compliance with appropriate health and safety regulations.

2.6 Promote establishment facilities including acceptable alternatives.

2.7 Prioritise attention to customer complaints and deal withother incidents calmly.

2.8 Deal with unexpected situations appropriately.



2.1 Describe the purpose and methods of customer care andgeneral procedures for dealing with customers.Purpose and methods: make customers feel welcome and relaxed, ensure overall profitability of the business, identifying of customer needs, promoting establishment facilitiesProcedures: greeting customers, talking to customers,verbal and non verbal communication, departureprocedures, procedures for dealing with lost propertyRecords to be kept: types

2.2 Explain typical company procedures for dealing withcustomer enquiries, complaints and incidents.Types of customer enquiries and procedures for

dealing with them: confidential, non-confidential,customer commentsTypes of customer incidents and procedures for

dealing with them: difficult, intoxicated, under-age,barred, company policyFace to face: approach, keeping calmTypes of customer complaints and procedures for

dealing with them: food, wine, service, amount of bill,written proceduresRecords to be kept: typesReasons for keeping records: examplesCustomer perceptions: accurately identified, checked, acknowledged

2.3 Describe the type of information concerning bar andrestaurant areas that might be provided to customers.Customer service records: maintenance, products,services, customer feedbackCustomer information: selection, previous records,establishment proceduresInformation flow between establishment and

customer: to and from customer, establishing customer needs, efficient systems

2.4 Identify the factors involved in the identification ofcustomer needs.Customer needs: individual, anticipatedPlanning: individual work patterns, workload peaks,liaison with colleagues, past experiences, pastperformance standardsAuthority: limitationsCompetence: staff requirementsIdentification of customer needs: unstatedproducts/services, stated products/services

2.5 State the factors involved in maintaining health, hygiene and safety policies/regulations.Policies/regulations: those in forceDocumentation: accident book, incident bookProcedures: complaints

2.6 State the factors involved in the promotion of facilitieswithin an establishment.Product knowledge: examplesCustomer expectations: examplesMaintaining and increasing sales: examplesTechniques of positive selling: special promotionsProblems with over-promoting or hard-sell: examples

2.7 Describe the factors involved in dealing with customercomplaints and other incidents.Customer problems: accurate identification,acknowledgementInformation: gathering, analysis, prioritisingProcess: problems summarised using information gained,responses designed to alleviate future complaints/problemsProblem types: availability of products or services,quality, organisation, systems, procedures personnelRecording systems: types and uses of documentation





3.1 Plan work schedules for self and others to cause minimuminconvenience and hazards to customers and staff.

3.2 Ensure that the service of food and drink can be carried outwith flexibility as appropriate.

3.3 Contribute to the setting and maintaining of standards,within working constraints.

3.4 Plan work schedules for self and others that make themaximum use of resources.

3.5 Give feedback on work performance, to teams andindividuals within given areas of responsibility.



3.1 Describe the contributions that can be made to the settingand updating of work objectives.Objectives: financial policy, human resource policy,marketing policy

3.2 Describe how work methods and activities can be devisedthat are consistent with current management prioritiesand objectives.Available resources: examplesTime constraints: examplesMethods of task allocation: examples

3.3 Describe the factors involved in devising work plans.Factors: optimum use, planning for contingencies, cost

3.4 Describe the factors involved that ensure organisationalobjectives are achievable.People to be consulted and informed: colleagues,senior staff, managers, staff/trade union representatives,those for whom one has responsibilityRequirements with which work activities and

methods must comply: any health and safety legislation,any employment legislation, equal opportunities policy,industry specific regulations, codes of professionalpractice, relevant European/international standards

3.5 List the reasons that might occur for any adjustment to objectives.Long/short term objectives: examplesConflict: personal/business interests

3.6 State the factors involved in the organisation of work.People: teams, individuals, staff in other departments,outside consultantsOther factors: personnel, materials, equipment, financial,time, services

3.7 Describe the factors involved in evaluation and standardsetting for specific responsibilities.Developing methods of measuring competence

against standards: relating work objectives to staffdevelopment, identifying gaps in staff knowledge andskills, suitability of methods, motivation of staff to reachwork objectives

3.8 Describe the key factors involved in giving feedback onstaff performance.Types of feedback: verbal, written, related to workloadand responsibilitiesWhen given: as required, appraisal reviews, team meetingsRecognition of performance and achievement:

praise, warnings, recommendations for promotion,incentive awardsConstructive feedback: should be encouraged toimprove performance, regular intervals, appropriate time and place, open discussionsUse of self analysis: when used, advantages anddisadvantages, examples

3.9 Describe the factors influencing the scheduling of work.Factors: different systems, dealing with absenteeism,holiday coverage, dealing with peak periods, rostering for efficient use of resourcesOther considerations: eg safety, labour relations





4.1 Deal with customers in a polite and helpful manner.

4.2 Monitor and maintain the efficient service by staff takingorders from customers.

4.3 Maintain establishment procedures for handling cash,tokens and vouchers and the recording of payments.

4.4 Maintain establishment procedures for non-cashpayments and refunds.

4.5 Produce documentation, efficiently, accurately and neatly.

4.6 Maintain all procedures, required by the establishment, forguaranteeing non-cash payments.

4.7 Maintain security procedures for handling cash, tokens, vouchers and related documentation, required by the establishment.

4.8 Investigate operational and transaction difficulties anddeal with them promptly and efficiently.

4.9 Identify all irregularities and discrepancies and investigate promptly.

4.10 Secure payment points from unauthorised access.

4.11 Ensure different types of refunds are appropriatelycompleted by authorised staff.

4.12 Ensure compliance with all health and safety regulations.



4.1 Explain the importance of, and the factors involved in,dealing with customers in a polite and helpful manner.Greeting and talking to customers: examplesVerbal and non-verbal communication: examplesDealing with customers: enquiries, comments, complaintsHandling unexpected situations: credit card limitsexceeded, void cards, returned cheques

4.2 Describe the different types of checking and billing systems.Types: duplicate, triplicate, pre-printed, electronic point ofsale (EPOS)

4.3 Describe the techniques for taking food and drink orders.Table: identification of host, presentation of menu andwine list, knowledge of the suitability of differentbeverages in relation to foods, special occasions andpromotions, different methods of recording orders andsales for functions, recording details clearlyBar: giving examples of the suitability of differentbeverages in relation to special occasions and promotions,methods of recording orders and sales, distribution ofcopy orders

4.4 Describe the procedures for processing and checkingitems to bills.Methods: establishment procedures, manual, EPOSSecurity: checks, bills

4.5 Describe the procedures for opening and operating apayment point.Procedures: opening, floats, audit and receipt, till rolls,handover, closingSecurity: payment point

4.6 Describe the procedures involved in handling andrecording payments.Bill preparation: methods, routinesPresentation: techniques

4.7 Describe the procedures for processing payments.Cash/foreign currency: handling of cash, foreigncurrency rates, giving change and receiptsCheques: eg personal, travellers cheques, procedures for acceptingCredit and debit cards: types of credit cards, types ofcharge cards, authorisation codes, floor limits, proceduresfor accepting

4.8 Describe the procedures for dealing with refunds.Types: examplesValidation: authorisationDocumentation: examples

4.9 Describe the procedures for dealing with vouchers, tokensand transfers.Types: examplesMethods of handling: examplesOther issues: exchange for cash, transfers to guests’accounts, authorisation required

4.10 State the kinds of unexpected situations and describe theprocedures for dealing with them.Situations: errors, voids, invalid cheques, invalid cheque cards, authorisation refused, suspect fraud,suspect behaviour





5.1 Plan sales development activities within own area of responsibility.

5.2 Implement promotional activities within own area of responsibility.

5.3 Monitor sales development and promotional activitieswithin own area of responsibility.

5.4 Encourage and measure staff participation in promotional activities.

5.5 Evaluate and record the results of promotional activities.



5.1 List the factors to be taken into consideration whendeveloping a promotional activity.Target market: eg time of year, opportunities, social groupCosts: incurred, length of activity

5.2 Identify the staff development activities that could bedeployed during normal operations and promotions.Activities: normal operations, promotions

5.3 State the types of products and services to which salesdevelopments apply.Single products and services: advertisingMultiple products and services: discountingCurrent products: special offerNew products: display features

5.4 Identify the indicators for success of promotional activities.Indicators: increase in business, sales, profit, decrease in wastage, increase customer satisfaction, increase instaff moraleEvidence: types of success indicator, methods ofobtaining evidence

5.5 State the factors involved in the development andmotivation of staff.Staff training and guidance: examplesTargets: set, monitoredIncentives: intrinsic, extrinsicAppraisal: examplesInvolvement of staff: ideas, participation in decision making

5.6 Identify the external agencies that can assist indeveloping/presenting promotional activities.Media: eg television, radio, newspapers, magazines, internet

5.7 Describe appropriate methods for assessing theeffectiveness of sales development activities.Factors: sales/revenue/take-up, sales mix, average spend,average cost, customer reaction, customer comments,staff feedback, effectiveness of communication methods

5.8 Identify any legislation relevant to the planning andexercise of promotional activities.Legal: any in force





6.1 Present financial records that show the elements of costand their significance in achieving targets.

6.2 Use appropriate control procedures for the receipt, storageand issue of resources, within own area of responsibility.

6.3 Maintain accurate and up-to-date records for the receipt,storage and issue of resources.

6.4 Take appropriate actions to prevent loss of resourcesthrough wastage, spillage and stealing.

6.5 Demonstrate accurate portion control in the service offood and beverages.

6.6 Conduct a physical stock take using appropriate documentation.

6.7 Compile and process stock control documentation accurately.



6.1 List the main resources and their control procedures.Resources: food, drink, equipment, materials, labourControl factors: elements of costs, net profit, grossprofit, selling priceFinancial targets: setting and maintainingPerformance measures: sales mix, seat turnoverRecording procedures: computerised, manual

6.2 Explain the factors involved in the receipt, storage andissues of resources.Receipt: preparation of delivery area, receiving of stock, documentation, dealing with discrepanciesStorage: hygiene, dealing with stock losses anddeterioration, security, documentation and recording,maintaining stock levels, stock rotationIssue: methods of issuing stock, control systems, recordsand documentation, reconciliation of documents, stockvalues, maximum and minimum stock levelsStock taking and control: factors involved

6.3 Explain the factors involved in the loss of resources.Loss of resources: wastage, overs/unders, ullage,allowances, off-sales, spillages, pilferingPrevention of losses: steps to be taken, methods of prevention, company policy





7.1 Interview, select and recruit operative staff, in own area of responsibility.

7.2 Deal with issues related to the legal aspects of contracts of employment appropriately.

7.3 Ensure new staff are appropriately inducted.

7.4 Ensure training, for operative staff, is appropriately carried out.

7.5 Ensure payroll documentation, for staff within own area of responsibility, is carried out.

7.6 Maintain an adequate provision for staff welfare.

7.7 Employ a positive approach to staff motivation and morale.



7.1 Describe the factors that relate to the recruitment,interviewing and selection of operative staff.Manpower planning: reasons for recruitment, shortterm, long term, successionOrganisational constraints: financial, advertising methodsRecruitment methods: job descriptions, personnelspecifications, influencing factorsInterview and selection procedures: methods, anylegal requirements, health and safety, any employmentlegislation, equal opportunities, any industry specificlegislation, codes of practice, organisational procedures,documentation, criteria for selection

7.2 Define and explain contracts of employment.Legal aspects: any requirements in forceContracts: types, full-time, part-time, casual

7.3 Describe the staff induction procedures and operation.Legal aspects: any requirementsPurpose: examplesInduction programmes: content, examples

7.4 Explain the reasons for training operative staff.Identification of training needs: setting and agreeingobjectives, examplesTraining programme: content, examplesTraining sessions: how to conduct them, evaluation of trainingFeedback: types, methods, standards, long and short term

7.5 Describe the factors that affect staff motivation and moraleand relate to training needs.Motivation: definition, intrinsic, extrinsic, examplesMorale: definition, examplesObjectives: personal, company, settingTeam development: factorsPlanning: activities

7.6 Describe the factors that affect staff welfare and relate to training.Interpersonal skills: eg conflictsStaff development: examplesCommunication: between management and staffDisciplinary procedures: grievances, reporting, systems and proceduresCounselling: examples





8.1 Monitor cleaning programmes and effectivelycommunicate requirements to staff.

8.2 Monitor furnishing and effectively communicate required actions to staff.

8.3 Monitor the decorative order and communicaterequirements for action appropriately to staff.

8.4 Ensure all problems identified in the monitoring and inspection process for cleaning are appropriately dealt with.

8.5 Ensure all documentation for monitoring processes is maintained.

8.6 Document and report as appropriate recommendedimprovements in the decorative and furnishing order of the establishment.

8.7 Take appropriate actions to rectify immediate problemswith furnishings and decoration.



8.1 Identify the areas subject to cleaning programmespecifications and inspections or audits.Areas: work areas, staff areas, customer areas, storageareas, equipment, external areasResources: staff, cleaning equipment, protective clothingCommunications: written, verbal, diagrammatic,customer care considerations

8.2 State the essential aspects of the safe handling andstorage of cleaning equipment and chemicals.Legislation: any in forceSafety requirements: examplesDangers: associated with cleaning substances

8.3 State the factors involved in planning and drawing upcleaning programmes.When: access time, customer awarenessWhere: areasHow: methods to be used, recording, formats, requisitionBy whom: staff capabilities, training requirementsChecklists: examples

8.4 Describe the factors involved in maintaining furnishingsand decorative order.Organisation standards: examplesRecommendations: immediate manager, specialistMethods of communicating recommendations:

written, verbalRecommendation examples: comfort, safety efficiency,cost effectiveness, budgets, customer expectationsActions: by self, staff, external specialist, internal specialistChecklists: examplesFurnishings: covers, furniture, fittings

8.5 Identify the external areas subject to the monitoring ofcleaning programmes, decorative standards and furnishings.Areas: car parks, eating areas, external building and fabric,information signs, lighting and drainage, other equipment

8.6 Describe the factors involved in the maintenance ofexternal areas.How often: daily, weekly, monthly, quarterly, annualBy whom: staff, outside specialists, contractorsAreas needing scheduled maintenance: examplesChecklists: types, examples, weekly inspectionsRemedial actions to be taken: examples





9.1 Organise the pre- and post-service tasks when preparingthe restaurant for service.

9.2 Prepare, present, garnish and serve dishes requiringadvanced service skills.

9.3 Fillet, carve and serve foods, using service cutlery.

9.4 Prepare and safely use the guéridon and lamp.

9.5 Cook and finish dishes, at table, to include raw and partlycooked items.

9.6 Prepare, present, serve and continually replenish hot andcold buffets.

9.7 Prepare, present service and replenish food servicetrolleys and counters.

9.8 Prepare, present and serve a range of speciality coffees.

9.9 Prepare and serve food and beverages, in bedrooms and suites.

9.10 Merchandise and display products relating to food and beverage service in order to achieve customersatisfaction profitably.

9.11 Ensure all health and safety aspects of the trolley and lamp.



9.1 Define the Guéridon service.Definition: a moveable service table or trolley from whichfood may be carved, filleted, flambéd or prepared, thenreheated and served

9.2 Explain the organisation for the pre and post-service tasksinvolved in preparing the restaurant for service.Tasks: staff briefing, equipment required, equipmentcondition, utensils, commodities for service, replenishingsupplies, arranging tables, laying up tables and sideboards,allocating stations, cleaning tables, post service cleaningand related tasks

9.3 Describe various tasks involved in the preparation,presentation, garnishing and service of dishes requiringadvanced service skills.Tasks: sequence of service and the method of service at tableTasks involved: eg collective and individual horsd’oeuvre, smoked fish, kebabs and brochettes, fondues,salads and dressings, cheeses, zabaglionePresentations: eg fruit basket, peeling and carving fruit,slicing and sugaring of fruit, use of grape scissors, dressingfresh fruit with liqueurs

9.4 Describe methods involved in carving, jointing, filleting,portioning and skinning.Methods: carving and jointing meat, poultry, gameFilleting, portioning and skinning: round fish, flat fishCarving trolleys: types, uses, maintenance, lay-up

9.5 Explain the factors involved in the use of guéridon andflambé lamps.Types: guéridon, flare lamps, fuelsSafety factors: guéridon, flare lampsMise en place: guéridonSpecial equipment: chafing dishes, suzette pans, hotplatesMaintenance: guéridon, flambé lamps, flambéequipment and utensilsGuéridon service: sequence, presentation, social skills,knowledge, practical skills

9.6 Describe the kinds of dishes suitable for cooking andfinishing at the table.Dishes: eg turtle soup, vichyssoise, gazpacho, entrecôtedouble, chateaubriand, porterhouse steak, steak diane,fraise romanoff, crêpe suzette, scampi boulevard, pêche(and other fruits) flambé, omelettes

9.7 Describe the factors involved in buffet and counter service.Types: buffet, counter servicePreparation: tables, room, equipment, utensils, linenPresentation: display of menus, table decorations,arranging of food and serviceEquipment: preparation of sweet trolley/liqueur trolley,garnishing and final presentation, need for cleanliness andeye appealPortioning and serving: trolleys, counters, buffets,equipment, techniquesReplenishing: trolleys, counters, buffetsSafety factors: examples

9.8 Describe the factors involved in serving speciality coffees.Types: examplesTaking an order: procedureMethods of making: examplesPresentation: various typesBilling: procedure



9.9 Describe the procedures and factors involved in room service.Factors: menus available, stocking of floor servicepantries, receiving orders and billing, preparation of traysand trolleys, carrying of trays, entering rooms, servicemethods, clearing away

9.10 Describe the factors involved in merchandising and displaying.Objectives: gaining customer confidence, achievingcustomer satisfaction, achieving and maximising salesMethods of maintaining and increasing sales: skill andconfidence of staff, presentation ofrooms/bar/counter/buffet/equipment, menus, wine lists,product knowledge, awareness of customer requirementsand spending power, company and in-house promotionsPositive selling: importance, increase profit, increasesales, development of sales opportunities




10.1 Deal with customers in a polite and helpful manner withoutunnecessary delay.

10.2 Provide customer with appropriate information on theselection of wines as required.

10.3 Promote wines by providing the customer with accurate information.

10.4 Present and serve wines to the customer in order to meetthe customer’s requirements.

10.5 Serve wines at the correct temperature using theappropriate equipment.

10.6 Work in an organised and efficient manner taking accountof priorities and laid down procedures.



10.1 Explain the factors to be taken into account when dealingwith customers.Types of customers: examplesCustomer requirements: how to identifyUnexpected situations: procedures, principlesLegislation: any in forceEstablishment procedures: taking a wine order

10.2 Identify the key features and functions of a wine list.Types: of wine listsLayout: examplesSelling: wine list function, promotionHarmonisation: wines/foods, examples

10.3 Describe the basic types and range of available wines.Types: basic range: red, rosé, white, fortified, still, sparklingCharacteristics: for rangeCountry of origin: eg France, new worldBottle and label information: examples

10.4 Describe the appropriate storage, serving and pouring of wines.Equipment: equipment and utensils used, ice buckets,coolers, carafes, decanters, cradles, corkscrews,glassware, service clothsStorage and service temperatures: red, rosé, white(dry, semi-sweet, champagne and sparkling)Presenting: in the bottle, by the glass, cradle, decanter, hostOpening: using corkscrew, champagne and othersparkling winesPouring: identification of host/taster, method of pouring,remainder of party, amountKey points for pouring: right hand side, label visible,range of skillsRefilling glass: procedure, offering, procedure for empty bottle

10.5 Describe the factors to take into account when organisingthe service of wine.Mise en place: examplesTemperature: correct temperatures of winesChilling and warming: establishment proceduresOrders: prioritiesAlternatives: offering, situationsRejects: procedures for unacceptable wine





11.1 Deal with customers in a positive and helpful manner at all times.

11.2 Promote cocktails to customers at the appropriate time.

11.3 Provide accurate information to customers about cocktailson offer.

11.4 Ensure all equipment is clean, free from damage andsuitable for use.

11.5 Prepare and serve cocktails according to the customer’sdemands and establishment procedures.

11.6 Serve cocktails in the correct glasses with the appropriate accompaniments.

11.7 Complete tasks in an organised and efficient mannertaking into account any legal requirements in force.



11.1 Describe the main types of cocktails, mixed drinks andmethods of preparation.Traditional cocktails: frappésBlended drinks: highballsChampagne cocktails: examplesCobblers: martinisCollins/coolers and fizzes: pick-me-upsCups: pousse caféDaiquiris: slugsHot toddies: examplesNon alcoholic cocktails: examplesBasic bar stock: for preparing cocktailsMethods: stirring, building, blending, shaking

11.2 List and explain the use of cocktails and the main accompaniments.Purpose: decorative, improve appearancePlacing of accompaniments: in glass, on glass,complement/contrast with drink, styles of decorationTypes of accompaniment: ice, food garnishes,decorative items, salt/sugar rims

11.3 Describe the methods of preparing accompaniments.Use of ice: cubes, cracked, crushedStorage of ice: insulated counter bucket, fridge,insulated box, under counterFood garnishes: citrus fruits, herbs, chocolate, spicesDecorative items: cocktail swords, miniature umbrellasRims: sugar frosting, salt (Tequila based cocktails)

11.4 List and explain the use of equipment required for theservice of cocktails.Equipment: mixing glasses, cocktail shakers, blenders,liquidisers, strainers, bar and muddler spoons, cuttingboards, knives, fruit squeezers, ice crusher, scoops, drip traysGlasses: eg classic ‘V’ shape, Martini 12 centilitres (cl),double cocktail, 17.5-20cl, Paris goblet 22.5cl, oldfashioned glass, highball glass or slim Jim 22.5-35cl,champagne flute or saucers, liqueur 6-9cl, brandy balloon(alternative measures of volume are acceptable)

11.5 State and give an explanation for any legal andestablishment rules/requirements for serving cocktails.Areas: weights and measures, accuracy of descriptions,cocktail measures and recipes

11.6 Describe the procedures for promoting and taking orders for cocktails in order to maximise sales andcustomer satisfaction.Importance of timing: examplesSelling: ‘suggested’, offering alternatives, repeat ordersPresenting: personality, presentation, style, eye contact,customer awareness, product knowledge




This is a structured answer written paper lasting three hours with 10 questions. Candidates must answer all questions.

Approximate %

examination

Topic weighting

All questionscarry equalweighting







07 Provision and training of personnel.





Assessment




1.1 Monitor and maintain the procedures implemented for dealing with first aid.

1.2 Monitor and maintain fire prevention measures and fire fighting equipment.

1.3 Deal with breaches of good safety and hygiene practice appropriately.

1.4 Monitor and maintain personal cleanliness and hygiene standards of staff under supervision in the work area.

1.5 Use and monitor appropriate methods of cleaning and handling of materials according to establishment and legal

1.6 Monitor and maintain relevant health and safety training for all personnel in the work area.

1.7 Maintain appropriate documentation relating to health and safety.

1.8 Conduct basic on-the-job training, in hygiene and safety, including fire prevention.


Candidate signature




Completion date





2.1 Deal with customers in a polite and professional manner.

2.2 Maintain all company procedures for customers’ enquiries, complaints and other incidents.

2.3 Give accurate information concerning the restaurant and bar areas to customers.

2.4 Anticipate and identify individual customer needs as appropriate.

2.5 Maintain compliance with appropriate health and safety regulations.

2.6 Promote establishment facilities including acceptable alternatives.

2.7 Prioritise attention to customer complaints and deal with other incidents calmly.

2.8 Deal with unexpected situations appropriately.


Candidate signature




Completion date





3.1 Plan work schedules for self and others to cause minimum inconvenience and hazards to customers and staff.

3.2 Ensure that the service of food and drink can be carried out with flexibility as appropriate.

3.3 Contribute to the setting and maintaining of standards, within working constraints.

3.4 Plan work schedules for self and others that make the maximum use of resources.

3.5 Give feedback on work performance, to teams and individuals within given areas of responsibility.


Candidate signature




Completion date





4.1 Deal with customers in a polite and helpful manner.

4.2 Monitor and maintain the efficient service by staff taking orders from customers.

4.3 Maintain establishment procedures for handling cash, tokens and vouchers and the recording of payments.

4.4 Maintain establishment procedures for non-cashpayments and refunds.

4.5 Produce documentation, efficiently, accurately and neatly.

4.6 Maintain all procedures, required by the establishment, for guaranteeing non-cash payments.

4.7 Maintain security procedures for handling cash, tokens, vouchers and related documentation, required by the establishment.

4.8 Investigate operational and transaction difficulties and deal with them promptly and efficiently.

4.9 Identify all irregularities and discrepancies and investigate promptly.

4.10 Secure payment points from unauthorised access.

4.11 Ensure different types of refunds are appropriatelycompleted by authorised staff.

4.12 Ensure compliance with all health and safety regulations.


Candidate signature




Completion date





5.1 Plan sales development activities within own area of responsibility.

5.2 Implement promotional activities within own area of responsibility.

5.3 Monitor sales development and promotional activities within own area of responsibility.

5.4 Encourage and measure staff participation in promotional activities.

5.5 Evaluate and record the results of promotional activities.


Candidate signature




Completion date





6.1 Present financial records that show the elements of cost and their significance in achieving targets.

6.2 Use appropriate control procedures for the receipt,storage and issue of resources, within own area of responsibility.

6.3 Maintain accurate and up-to-date records for the receipt, storage and issue of resources.

6.4 Take appropriate actions to prevent loss of resources through wastage, spillage and stealing.

6.5 Demonstrate accurate portion control in the service of food and beverages.

6.6 Conduct a physical stock take using appropriate documentation.

6.7 Compile and process stock control documentation accurately.


Candidate signature




Completion date





7.1 Interview, select and recruit operative staff, in own area of responsibility.

7.2 Deal with issues related to the legal aspects of contracts of employment appropriately.

7.3 Ensure new staff are appropriately inducted.

7.4 Ensure training, for operative staff, is appropriately carried out.

7.5 Ensure payroll documentation, for staff within own area of responsibility, is carried out.

7.6 Maintain an adequate provision for staff welfare.

7.7 Employ a positive approach to staff motivation and morale.


Candidate signature




Completion date





8.1 Monitor cleaning programmes and effectivelycommunicate requirements to staff.

8.2 Monitor furnishing and effectively communicate required actions to staff.

8.3 Monitor the decorative order and communicaterequirements for action appropriately to staff.

8.4 Ensure all problems identified in the monitoring andinspection process for cleaning are appropriately dealt with.

8.5 Ensure all documentation for monitoring processes is maintained.

8.6 Document and report as appropriate recommendedimprovements in the decorative and furnishing order of the establishment.

8.7 Take appropriate actions to rectify immediate problems with furnishings and decoration.


Candidate signature




Completion date





9.1 Organise the pre- and post-service tasks when preparing the restaurant for service.

9.2 Prepare, present, garnish and serve dishes requiring advanced service skills.

9.3 Fillet, carve and serve foods, using service cutlery.

9.4 Prepare and safely use the guéridon and lamp.

9.5 Cook and finish dishes, at table, to include raw and partly cooked items.

9.6 Prepare, present, serve and continually replenish hot and cold buffets.

9.7 Prepare, present service and replenish food service trolleys and counters.

9.8 Prepare, present and serve a range of speciality coffees.

9.9 Prepare and serve food and beverages, in bedrooms and suites.

9.10 Merchandise and display products relating to food and beverage service in order to achieve customersatisfaction profitably.

9.11 Ensure all health and safety aspects of the trolley and lamp.


Candidate signature




Completion date





10.1 Deal with customers in a polite and helpful manner without unnecessary delay.

10.2 Provide customer with appropriate information on the selection of wines as required.

10.3 Promote wines by providing the customer with accurate information.

10.4 Present and serve wines to the customer in order to meet the customer’s requirements.

10.5 Serve wines at the correct temperature using theappropriate equipment.

10.6 Work in an organised and efficient manner taking account of priorities and laid down procedures.


Candidate signature




Completion date





11.1 Deal with customers in a positive and helpful manner at all times.

11.2 Promote cocktails to customers at the appropriate time.

11.3 Provide accurate information to customers about cocktails on offer.

11.4 Ensure all equipment is clean, free from damage and suitable for use.

11.5 Prepare and serve cocktails according to the customer’sdemands and establishment procedures.

11.6 Serve cocktails in the correct glasses with the appropriate accompaniments.

11.7 Complete tasks in an organised and efficient manner taking into account any legal requirements in force.


Candidate signature




Completion date



Two assessment methods are used in the 7066 Food and BeverageService programme – written questions and practical assessments.

Practical assessments

Each unit (assessment component) in this programme has one ormore practical assessments which are taken from the practicalcomponents that make up the first part of each syllabus section.The competence checklists (tick boxes), given at the end of eachunit, serve as the marking criteria for these assessments andshould be used to record the outcome of each candidate’sperformance. Local custom and practice is allowed within thespecifications of the ‘range’ supporting each practical competencestatement. The results of the assessment must be documentedand available for audit by the visiting verifier. ALL assessmentsmust be successfully completed.

The assessments may be held at any time agreed by theinstructor and the candidate so that each candidate has apersonal record of his/her practical assessments.

The competence checklists in this publication are intended to be photocopied.

Preparation, supervision and marking

It is essential that the instructor ensures all necessarypreparations are carried out. This will involve ensuring:

• the candidate is ready to demonstrate his or her practical skills• every candidate understands what is involved• any necessary equipment is available for the assessment.

Marking of the practical performance is determined on outcomesas defined by the practical competences. Each tick box will showeither ‘yes – the candidate achieved this’ or ‘no – the candidatedid not achieve this’. The candidate must be successful in allcompetences included in the checklist before it can be ‘signed off’and its results transferred to the summative record.

All assessments require supervision to ensure that the resultsreflect only the work of the individual candidate concerned. You must keep all assessment documentation and material in afile for each candidate until the results have been agreed by thevisiting verifier and until confirmation of results has been receivedfrom City & Guilds.

Records, results and certification

When all the required practical assessments for a specific awardhave been achieved, then the result must be sent to City & Guilds.We suggest that you keep a record of each individual’sachievements which may then be transferred to the entry forms.A model is given at the end of this section but you may use anyform of record keeping that is convenient and accessible.

Results for practical assessments are entered onto Form S whichmust be countersigned by the visiting verifier and sent to us.

Candidates wishing to gain the full award (Certificate, Diploma orAdvanced Diploma) must successfully complete all forms ofassessment. We recommend that the practical results are sent atthe time of, or shortly before, the date of the written examinations.

Visiting verifier

The operation of this programme requires the appointment of avisiting verifier. The visiting verifier must countersign the

results of the practical assessments on Form S. The visitingverifier should also be able to inspect records and candidates’work to verify the results before submission.

Form S

Note that we plan to replace Form BC, Form D and Form S with asingle form – Form S – during the time in which this syllabus is valid.

Appendix APractical assessments

Appendix A 89

Certificate in Food and Beverage Service Candidate assessment record


Candidate’s name and number

Centre name and number

Assessment reference Date completed Instructor signature Instructor name

004/01 Safety at work

004/02 Hygiene at work

004/03 Security at work

004/04 Personal skills

004/05 Menu knowledge

004/06 General billing procedures

004/07 Pre-service procedures

004/08 Provide a table service

004/09 Provide a beverage service

Diploma in Food and Beverage ServiceCandidate assessment record

Appendix A Practical Assessments 91




016/01 Safety at work

016/02 Hygiene at work

016/03 Security at work

016/04 Personal skills and attributes

016/05 Customer care

016/06 Product knowledge

016/07 Billing and checking procedures

016/08 General pre-service procedures

016/09 Provide a table service

016/10 Provide a silver service

016/11 Provide a counter service

016/12 Provide a carvery or buffet service

016/13 Provide other styles of table service

016/14 Provide a table drinks service

Advanced Diploma in Food and Beverage ServiceCandidate assessment record





024/01 Safe and hygienic working practices

024/02 Customer services

024/03 Planning, organisation and evaluation of work

024/04 Cash and cash equivalents control

024/05 Sales development

024/06 Resources management

024/07 Provision and training of personnel

024/08 Cleaning programmes, furnishing and decorative order

024/09 Guéridon and flambé service

024/10 Wine service provision

024/11 Cocktail service provision

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IVQs in Food and Beverage Service (7066) · PDF file71 07 Provision and training of personnel...

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