d1.hbs.cl5.01 slide 1. clean and tidy beverage and food service areas this unit comprises three...

CLEAN AND TIDY BEVERAGE AND FOOD SERVICE AREAS

D1.HBS.CL5.01

Slide 1

Clean and tidy beverage and food service areas

This Unit comprises three Elements:

Clean and tidy food and beverage (F&B) service areas

Provide support to staff

Clean & tidy public areas

Slide 2

Assessment

Assessment for this unit may include:

Oral questions

Written questions

Work projects

Workplace observation of practical skills

Practical exercises

Formal report from employer or supervisor

Slide 3

Element 1 - Clean and tidy food and beverage service areas

Performance criteria for this Element are:

Identify Food and Beverage service areas and equipment that may need to be cleaned

Identify factors that may impact on delivery of cleaning in F & B service areas

Apply cleaning and tidying techniques to identified cleaning needs in beverage service areas

(Continued)

Slide 4

Clean and tidy food and beverage service areas Apply cleaning and tidying techniques to identified

cleaning needs in food service areas

Identify equipment and items requiring maintenance and report to appropriate person

Identify unusual, suspicious or unruly behaviour and report to appropriate person

Use appropriate interpersonal skills when cleaning and tidying to optimise guest experience

Slide 5

Identify F & B service areas and equipment to be cleaned

In relation to this Unit your work will include:

Cleaning up spills and breakages

Regular cleaning at scheduled times

Responding to demands of trade

Assisting other staff

Slide 6


Areas requiring cleaning in F & B areas:

Bars

Eating areas

Gaming areas

Function rooms

(Continued)

Slide 7

Identify F & B service areas and equipment to be cleaned Entertainment areas

Back-of-house areas

Front-of-house areas

Outside external areas

Slide 8


You may be required to clean ‘support equipment’ such as:

Service and bar counters

Promotional displays

Mirrors and shelving

Racks

Flower displays

Slide 9


Beverage service equipment to be cleaned can include:

External parts of draught beer and post-mix systems

Parts of espresso machines

Glasses and glass washing machines

Service trays and trolleys

Refrigeration and display units

Slide 10


Food service equipment to be cleaned can include :

Service trays and trolleys

Gueridon equipment

Waiter’s stations

Crockery and cutlery

Slide 11

Identify factors impacting on delivery of cleaning in F & B areas

You must take the following into consideration when cleaning and tidying:

Internal standards

Internal policies and procedures

Need to minimise disruption to guests

Timeliness

Need to consult prior to cleaning

Slide 12


Internal standards:

Are venue-specific standards for cleaning which specify standards and criteria required for cleaning nominated items

Are not common

See handouts and Trainee Manual for examples

Slide 13

Identify factors impacting on delivery of cleaning in F and B areas

‘Internal policies’ are developed to:

Provide operational principles

Give guidelines for work

Support standards of the venue

Slide 14


Venue policies may relate to:

Training required before work

Equipment to be used

Chemicals to use

Safety and Frequency

Cleaning standards

Slide 15


‘Internal procedures’:

May be developed by the venue

May be ‘Manufacturer’s Instructions’ – ‘Operator’ or ‘User’ manuals

Provide basis and guidelines for cleaning

Slide 16


Keys to minimising disruption to guests:

Use common sense

Ask patrons for permission to clean

Apologise for inconvenience or interruption

Work quickly, work quietly

Be prepared to leave and come back to clean

Keep cleaning tolls out of guests’ way

Slide 17


‘Timeliness’ refers to:

Adhering to internal cleaning schedules

Implementing food safety cleaning requirements

Responding to requests by patrons

Cleaning up spills when they occur

Using common sense

Following management directives

Slide 18


‘Need to consult prior to cleaning’ relates to:

Determining if cleaning can start

Working out if certain things should be cleaned ‘first’ or ‘last’

Determining if reduced levels of cleaning are necessary

(Continued)

Slide 19


Identifying if any time constraints apply

Identifying things to be ‘left alone’

Determining items to be covered during the cleaning process

Finding out about any risks

Slide 20

Apply cleaning techniques to beverage service areas

Cleaning involves ‘behind the bar’ and customer’s side’ and can include:

‘Dry’ cleaning activities

‘Wet’ cleaning activities

Slide 21


Cleaning and tidying techniques:

Picking up items

Sweeping

Using dust pan and brush

Dusting

Slide 22

Apply cleaning techniques to beverage service areas Dry mopping

Wet mopping

Vacuuming floors

(Continued)

Slide 23

Apply cleaning techniques to beverage service areas Vacuuming furniture

Wiping down

Polishing

Washing

Slide 24


Specific cleaning of areas and items can include:

General cleaning of bar and service areas

Replacing and replenishing

Cleaning drip trays

Cleaning beer fonts and panels

(Continued)

Slide 25

Apply cleaning techniques to beverage service areas Cleaning inside and out of refrigeration units

Cleaning bar tops and counters

Cleaning and tidying tables

Cleaning mirrors

Cleaning displays

(Continued)

Slide 26

Apply cleaning techniques to beverage service areas Cleaning glass washers

Cleaning ice machines

Cleaning refrigeration cabinets

Cleaning glass chillers

(Continued)

Slide 27

Apply cleaning techniques to beverage service areas Cleaning post-mix machines and espresso machines:

Daily cleaning

Weekly cleaning

(Continued)

Slide 28

Apply cleaning techniques to beverage service areas Cleaning utensils:

Ice buckets

Jugs, glasses and cocktail shakers

Strainers and cutting boards

Ice scoops

Bar spoons, knives and tongs

Food containers

Slide 29


Cleaning outside areas can include:

Using a scrubbing machine

Operating a floor machine

Using a motorised sweeper

Using a high-pressure hose

Slide 30

Apply cleaning techniques to food service areasFood establishments may use colour-coding to prevent cross-contamination:

Tips or caps on cleaning items:

Red = toilets only

Green = kitchen or food areas only

Blue = general purpose cleaning

Slide 31

Apply cleaning techniques to food service areasAll items, equipment and surfaces used to prepare, store, service or process food must be:

Cleaned and sanitised:

Between high risk and cooked orready-to-eat food

After each service session

At least every 4 hours if in constant use

Slide 32

Apply cleaning techniques to food service areas

You may need to clean and sanitise:

Crockery, cutlery and glassware

General kitchen utensils

Food preparation, storage, display and service equipment

Cooking items

Food containers

Rubbish bins

Slide 33


In relation to cleaning and sanitising food areas and items:

Obtain workplace training

Cover exposed food

Wash hands after cleaning and before handling food items

Clean food surfaces

(Continued)

Slide 34

Apply cleaning techniques to food service areas Use nominated cloths or paper towels for cleaning your

hands, and for spills

Store cleaned items to keep them clean

Clean low risk areas and items before high risk

Do not use food containers for storing or measuring cleaning chemicals

(Continued)

Slide 35

Apply cleaning techniques to food service areas Store food and cleaning chemicals separately

Clean up spills straight away

Do not re-use single-use items

Follow requirements of any applicable Food safety Plans

Slide 36


Accepted process for washing and sanitising crockery and cutlery:

Remove visible food

Rinse

Wash with detergent

Rinse

Sanitise

Rinse

Air dry

Slide 37

Apply cleaning techniques to food service areasMachine washing of crockery and cutlery:

Scrape and rinse

Stack in correct tray or rack

Wash – min. 60 seconds at min. 66°C

Rinse – min. 10 seconds at min. 77°C

Slide 38


When using double-bowl sinks to clean and sanitise:

One bowl with water and detergent at 45°C for washing

Second bowl with clean water at min. 77°C

Sanitise by leaving items in second bowl for min. 3 minutes

Have thermometer on hand to test water temperatures

Air dry

Slide 39

Identify equipment and items requiring maintenance and report them

When cleaning always look for items requiring service or maintenance – faults or problems are usually caused by:

Breakdowns

Damage

Slide 40


Items require attention when there are:

Frayed electrical cords and bare wires

Internal mechanical problems

Smoke or burning smells

(Continued)

Slide 41


Leaking items

Those with broken handles or accessories

Items which are ‘worn and torn’

Those which have reached their scheduled time for service or preventative maintenance

Slide 42


Problems can be identified by:

Sight

Hearing

Smell

Being told by others

Slide 43


When a problem with equipment is identified:

Fix it

or

Report it

Slide 44


If an item of equipment cannot be fixed:

Stop using it

Take it out of service

Tag it as ‘Out of Service’

Remove and store it

Report it

Slide 45


Report items requiring maintenance to:

Supervisor

Manager

Owner

Maintenance department

Slide 46


Ways to report items requiring maintenance:

Verbal report

In writing – form or report

Slide 47

Identify unusual, suspicious or unruly behaviour and report it

Always be alert to guests whose behaviour is unusual, suspicious or unruly:

Never intervene

Never put your self in harm’s way

Report it

Slide 48


Be alert for the following:

People found in places they should not be

Intoxicated or disorderly people

Loiterers

(Continued)

Slide 49

Identify unusual, suspicious or unruly behaviour and report it Barred customers

Under-age people

Known vagrants

Undesirables

Anyone engaging in intimidating or anti-social behaviour

Anyone breaching ‘house rules’

Slide 50


Keys when reporting unusual, suspicious or unruly behavior are:

Never intervene

Report it quickly

Provide full details

Slide 51

Use appropriate interpersonal skills when cleaning and tidying F & B areas

Interpersonal skills to apply when cleaning and tidying include:

Greeting guests

Farewelling guests

Providing product knowledge

Providing venue-specific advice and information

(Continued)

Slide 52


Selling skills

Assisting guests

Arranging for extra help

Slide 53


Applying appropriate interpersonal skills is important to:

Meet guest expectations

Respect guests

Demonstrate customer focus

Encourage repeat business

Optimise guest experience

Slide 54

Summary – Element 1

When cleaning and tidying food and beverage service areas:

Ensure you know the areas and items to be cleaned tidied

Learn the internal policies and procedures of the workplace which relate to cleaning and tidying

Observe the need to cause minimum disruption to patrons during cleaning and tidying

(Continued)

Slide 55


Consult with other staff prior to cleaning/tidying

Use common sense about what to do and when to do it, or not do it

Follow manufacturer’s instructions when using chemicals and cleaning agents

(Continued)

Slide 56


Follow internal directions and SOPs when cleaning items

Realise beverages are regarded as ‘food’ for the purpose of food safety

Use cleaning items, materials and techniques as designated and approved by the venue

(Continued)

Slide 57

Summary – Element 1 Be aware of the possibility of faulty equipment when

cleaning and tidying and report them

Stay alert to unacceptable people or behaviour and report them if detected

Ensure appropriate interpersonal skills are applied with all guests at all times when undertaking cleaning and tidying duties

Slide 58

Element 2 - Provide support to staff

Performance Criteria for this Element are:

Deliver assistance to food service staff

Deliver assistance to beverage service staff

Deliver assistance to other staff, as required

Slide 59


You may need to help other staff as you work:

Food and beverage waiters

Other staff

Staff = ‘Internal guests’

Slide 60


In relation to helping other staff:

Use your initiative

Clarify requests for help

Meet necessary timelines

Do all that is asked – not just part of it

Ask if further help is required

Slide 61


Assistance required by food service staff:

Varies between venues and types of outlets

Can depend on the food served

Differs based on service styles:

Buffet

Plated service

Gueridon service

Silver service

Slide 62


Assistance to food service staff may include:

Fetching and carrying:

Service wear

Crockery

Cutlery

Service trays

(Continued)

Slide 63

Deliver assistance to food service staff Clearing tables of:

Items in excess or no longer required

Items dropped on floor

Used items

Accoutrements

(Continued)

Slide 64

Deliver assistance to food service staff Cleaning tables

Emptying ash trays

Re-supplying waiter station and hot boxes

(Continued)

Slide 65

Deliver assistance to food service staff Re-setting tables

Providing general busboy duties

Supplying linen

(Continued)

Slide 66

Deliver assistance to food service staff Maintaining service trolleys

Washing items needed for immediate re-use

Cleaning spills, accidents and breakages

Slide 67

Deliver assistance to beverage service staff

Assistance to beverage service staff may include:

Fetching and carrying

Clearing and cleaning tables

Re-supplying stock behind bar

(Continued)

Slide 68

Deliver assistance to beverage service staff Monitoring and maintaining floor displays

Re-laying glassware

Servicing trolleys used by beverage service staff

(Continued)

Slide 69

Deliver assistance to beverage service staff Removing and washing glasses

Clearing spills, accidents and breakages

Taking drink orders

(Continued)

Slide 70

Deliver assistance to beverage service staff Accepting payment

Supplying linen

Slide 71

Deliver assistance to other staff as required

Assistance may need to be provided to:

Front office

Housekeeping

Kitchen

Banquet

Concierge and bell services

Cellar staff

Cleaners

Slide 72

Deliver assistance to other staff as required

You may be required to provide general assistance such as:

General help to guests – whatever is needed

Back-filling staff

Providing change

Moving stock

Receiving deliveries into venues or departments

Slide 73

Deliver assistance to other staff as requiredAssistance may involve:

Helping Front Office:

Delivering messages and packages

Paging guests

Assisting arriving and departing guests; individuals and /groups

(Continued)

Slide 74

Deliver assistance to other staff as required Assisting Housekeeping:


Re-supplying trolleys

Lifting and moving items

Performing basic cleaning

(Continued)

Slide 75

Deliver assistance to other staff as required Providing support for kitchens:

Washing cutlery, crockery, pots and pans

Accepting deliveries

Storing stock

Preparing food

Removing rubbish

Cleaning

(Continued)

Slide 76

Deliver assistance to other staff as required Supporting concierge and bell services:

Carrying and collecting guest luggage

Storing and retrieving guest luggage

Providing information

Helping guests on arrival and departure with transport and luggage

(Continued)

Slide 77

Deliver assistance to other staff as required Working with Banquet department:

Cleaning

Moving furniture

Setting up activities

Setting tables


Taking down activities

(Continued)

Slide 78

Deliver assistance to other staff as required Helping Room Service staff:

Setting up trays and trolleys

Obtaining items ordered by guests

Carrying and transporting

Helping with Room Service

Collecting used items

Cleaning and washing

(Continued)

Slide 79

Deliver assistance to other staff as required Helping cellar staff:

Assisting with inwards deliveries

Moving stock

Delivering goods to departments

(Continued)

Slide 80

Deliver assistance to other staff as required Supporting cleaning staff:

Spot cleaning


Erecting safety warning signs

Working under direction

Slide 81


When providing support to staff:

Adopt the view other staff are ‘internal customers’

Make sure you determine exactly what they want

Ask questions to clarify requirements

(Continued)

Slide 82


Try to anticipate needs and offer help without waiting to be asked

Realise assistance may be needed by food service staff, beverage service staff and other members of staff across the entire venue

Much assistance will require you to undertake ‘fetching and carrying’ work as well as general basic cleaning activities

(Continued)

Slide 83


Use your initiative

Treat the need to assist others as a way of learning about the industry and a method of gaining extra skills which will assist in career progression

Slide 84

Element 3 - Clean and tidy public areas

Performance Criteria for this Element are:

Identify public areas and equipment/items that may need to be cleaned

Identify factors that may impact on delivery of cleaning in public areas

Apply cleaning and tidying techniques to identified needs in public areas

(Continued)

Slide 85

Element 3 - Clean and tidy public areas



Use appropriate interpersonal skills when cleaning and tidying public areas

Slide 86

Identify public areas and equipment and items to be cleaned

Areas to be cleaned and tidied may include internal and external areas:

Foyer, lobby, reception

Retail shops

Corridors and hallways

Library

Business centre

(Continued)

Slide 87

Identify public areas and equipment and items to be cleaned Car parks

Walkways and paths

Gardens, lawns and fountains

Displays

Poolside areas

Ancillary areas to sporting and recreational areas

Slide 88

Identify public areas and equipment and items to be cleaned

Equipment and items to be cleaned and tidied in public areas:

Tables and chairs

Service counters

Newspaper racks

Musical instruments

Information and brochure displays

(Continued)

Slide 89

Identify public areas and equipment and items to be cleaned Doors

Windows

Plants and planter boxes

Walls and fittings

Telephones

Floors

Toilets

Slide 90

Identify factors that may impact on cleaning delivery in public areas

When cleaning and tidying public areas:

Follow in-house cleaning schedules

Minimise disruption to guests

Factor in expected level of trade

(Continued)

Slide 91

Identify factors that may impact on cleaning delivery in public areas Never jeopardise patron safety

Take noise levels of cleaning activities into account

Allow for maximum of movement for guests

Use appropriate interpersonal skills

Slide 92

Apply cleaning and tidying techniques to cleaning needs in public areas

Techniques for lobbies, foyers and reception areas:

Spot cleaning

Vacuuming

Sweeping

Mopping

Litter removal

Clearing

Moving items which pose a risk

Slide 93


Activities for cleaning and tidying shops or retail outlets:

Removal of litter

Spot cleaning

Sweeping

Vacuuming

Mopping

Dealing with spills/accidents

Slide 94

Apply cleaning/tidying techniques to cleaning needs in public areas

Activities for cleaning and tidying outside areas:

Tidying poolside areas

Removing towels

Clearing glasses and other items

Picking up litter

(Continued)

Slide 95


Removing rubbish and debris from car parks and driveways

Sweeping footpaths and similar

Cleaning up spills and breakages

Hosing

Tidying sports and related areas

Slide 96

Identify and report equipment and items requiring maintenance

You can identify items requiring attention and maintenance in public areas through:

Sense of sight – looking

Sense of listening – hearing

Sense of smell

Slide 97


When you identify something requiring maintenance:

Fix it, or report it

If you cannot fix it:

Turn it off

Stop using it

Report it

Slide 98


Reporting may be undertaken:

Verbally

and or

In writing

Slide 99

Identify and report unusual, suspicious or unruly behaviour

Be alert to the following when cleaning and tidying public areas:

People who are where they have no right to be

Drunken or disorderly people

Loiterers

(Continued)

Slide 100

Identify and report unusual, suspicious or unruly behaviour Barred customers

Unaccompanied minors

Known vagrants and undesirables

Anyone engaging in unacceptable or anti-social behaviour

Anyone breaching ‘house rules’

Slide 101


Also pay attention to:

Screening requirements for guests entering the venue

Unaccompanied items or luggage

Slide 102


Keys in reporting unusual, suspicious or unruly behaviour:

Never intervene

Report quickly

Give details – where; how many; what is happening; why you are concerned

Slide 103

Use appropriate interpersonal skills when cleaning and tidying public areas

Do the following when cleaning and tidying public areas:

Greet and farewell guests

Provide venue and local information

Assist in any way

Arrange for extra assistance

Slide 104


When cleaning and tidying public areas:

Make sure you identify the areas and items to be cleaned and tidied

Determine relevant factors which impact on the cleaning and tidying of public areas especially in terms of guest comfort and convenience

Use appropriate techniques to clean and tidy areas and equipment/items

(Continued)

Slide 105

Summary – Element 3 Realise guests must take priority over cleaning and

tidying

Look for items. furniture and equipment which need to be maintained or serviced while cleaning and tidying areas and items

Use your senses to identify items requiring attention

(Continued)

Slide 106

Summary – Element 3 Take immediate action to address items requiring

attention – never ignore them

Look for suspicious, unusual or unruly guests while cleaning and tidying

Report any guests who present a concern or a potential issue

(Continued)

Slide 107


Be alert to anything indicating a security risk

Apply appropriate interpersonal skills

Slide 108

d1.hbs.cl5.01 slide 1. clean and tidy beverage and food service areas this unit comprises three...

Documents

cleaning slide

food service areas

f b service areas

house areas

external areas

cutlery slide

supervisor slide

entertainment areas