d1.hbs.cl5.09 slide 1. provide a link between kitchen and service area this unit comprises three...
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PROVIDE A LINK BETWEEN KITCHEN AND SERVICE AREA
D1.HBS.CL5.09
Slide 1
Provide a link between kitchen and service areaThis Unit comprises three Elements:
Liaise between kitchen and service areas
Clean and clear food service areas
Maintain effective relationships with colleagues
Slide 2
AssessmentAssessment 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
Liaise between kitchen and service areasPerformance Criteria for this Element are:
Relay information in a clear and concise manner using appropriate communication techniques
Monitor and attend kitchen service points to ensure prompt pick up of food
Check food in accordance with enterprise procedures
(Continued)
Slide 4
Liaise between kitchen and service areas Transfer food to the appropriate service points in
accordance with enterprise procedures
Advise appropriate colleagues on readiness of items for service
Identify additional items required from the kitchen by monitoring service areas and consulting with other service colleagues
Make requests to kitchen staff based on identified needs
Slide 5
Relay informationThis unit:
Deals with the skills and knowledge required to provide a link between the kitchen and service areas in a hospitality setting
Addresses requirements where those who take food orders and serve food to guests are supported by others
The role of staff for this unit is one of ‘bus boy’ or ‘food runner’
Slide 6
Relay information
Information which may need to be relayed from service areas to the kitchen may include:
General food order information:
Table number
Number of guests (‘pax’)
Dishes orders
Name and number of waiter or your name
(Continued)
Slide 7
Relay information Guest requests:
Timing of dishes
Special requests to cater for health, dietary, religious or cultural requirements
Personal preferences for meals and dishes – amendments to standard menu items to meet individual guest tastes or preferences
Additional or ‘side orders’
(Continued)
Slide 8
Relay information Complaints from guests
Requests for extra items
Questions from waiters about when food will be ready
Questions from guests about menu items
Slide 9
Relay informationInformation which may need to be relayed from the kitchen to wait staff or service areas may include:
Advice regarding timing of food which has been ordered
Notification about availability of food
Requests for wait staff to take certain action
Request for clarification of orders placed
(Continued)
Slide 10
Relay information Notification certain special requests, needs or
preferences cannot be accommodated
Request for crockery and cutlery to be returned
Responses to guest questions or requests for information
Slide 11
Relay information
When liaising between kitchen and service areas you may need to interact with:
Chefs and cooks
Dishwashing staff
Stillroom staff
Cleaners
(Continued)
Slide 12
Relay information Food waiters (‘wait staff’ and/or servers)
Servers
Beverage/drink waiters
Dining room/area supervisor, manager or owner
Slide 13
Relay information
Proper and effective communication techniques when relaying information:
Use most appropriate method of communication for the required context or situation
Write clearly
Use questions to capture more detail and information
Pay attention
(Continued)
Slide 14
Relay information Never interrupt
Ask more questions to clarify whatever is unclear
Do not guess at what people want or want to say
Repeat information back to confirm
(Continued)
Slide 15
Relay information Speak slowly and clearly
Be concise
Use appropriate language and terminology
Slide 16
Relay informationWhen relaying information to kitchen:
Realise the kitchen is busy
Get their attention first
Highlight special requests
Speak clearly and describe what is need/the information
Get confirmation of what has been said or of what the order is
Slide 17
Relay informationWhen relaying information to wait staff/service points:
Never interrupt a waiter
Speak to wait staff/servers away from guests/customers
Be prepared to use hand signals
(Continued)
Slide 18
Relay information Be prepared for instruction or direction when you have
relayed your information
Be brief but comprehensive
Give staff options where possible, if you or the kitchen cannot meet their stated requests or requirements
Slide 19
Monitor and attend kitchen service pointsMonitoring and attending kitchen service points includes:
Collecting meals
Clearing away used and unwanted items
Cleaning food areas and items
Maintaining food service areas
(Continued)
Slide 20
Monitor and attend kitchen service points Performing necessary food-related jobs as required by
trade and other staff require:
Obtaining foodstuffs or ingredients
Dishwashing
Performing basic food preparation tasks
Setting up plates and trays
(Continued)
Slide 21
Monitor and attend kitchen service points Observing what is happening to predict what needs to
be done
Being available to help
Being alert and using your initiative
Being a visible presence
Paying extra attention to the kitchen once an order has been placed
Slide 22
Monitor and attend kitchen service pointsYou may be notified your food is ready for collection by kitchen staff:
Ringing a bell
Calling your name
Calling a table number
Calling a name and a table number
Slide 23
Monitor and attend kitchen service pointsWhen collecting meals, dishes and menu items it is EXTREMELY IMPORTANT to:
NEVER just take a meal which is the type of meal or dish you may have ordered. It may be the same dish but for a different table
Always check that the dishes are for you or your table
Slide 24
Monitor and attend kitchen service pointsIt is important you pick food up promptly from the kitchen as this will:
Enhance service delivery to guests
Create space for the next meals
Increase chance of food being presented at its best
Enable better integration of beverage service with food
Reduce likelihood of contamination
Slide 25
Monitor and attend kitchen service pointsIn the kitchen you may be required to monitor and attend:
Hot food area (the pass)
Cold larder
(Continued)
Slide 26
Monitor and attend kitchen service points Waiting stations – or ‘rest’
Hot box
Buffet areas
Room service areas
Slide 27
Check foodEnterprise requirements when checking food prior to leaving the kitchen:
Size of meals
Placement of items on the plate
Use of required silverware for each dish
Service of sauces
Slide 28
Check food
Additional checks must include:
The right meal has been prepared
All service plates are clean and presentable
Quality of all items presented and plated for service
(Continued)
Slide 29
Check food Appearance of the dishes is correct, acceptable and
uniform
Special guest requests have been met, as ordered
Double-check the meals are for you and your table
Slide 30
Check foodServiceware also needs to be checked. This could include:
Slide 31
• Plates • Bowls • Platters
• Cake stands • Tongs • Service gear
• Carving forks • Glassware • Oven-to-tableware
• Lids and covers • Cake lifters • Condiment containers
• Cutlery • Tureens • Sizzle plates
• Ramekins • Coupes • Boards
• Pots and jugs • Sugar bowls • Bread baskets
Check foodChecks to make of serviceware:
Clean
Free of cracks, chips and damage
Suitable for the dish being served
Sufficient in number
Safe to use
Slide 32
Transfer foodHygiene rules when transferring food:
Do not touch food with bare hands
Avoid scratching self when carrying food, plates, trays
Keep long hair tied back
Wash hands before carrying plates or food
Do not sneeze or cough on to plates or cutlery
Slide 33
Transfer food
You may carry dishes to service points:
By hand
Using a tray
Slide 34
Transfer foodRules to follow when carrying food to service points:
Give way to guests
Give way to waiters
Look before you walk
Remember guests can see you
Walk at moderate pace
Carry food carefully to maintain its ‘on plate’ appearance
(Continued)
Slide 35
Transfer food Not letting people touch the food
Protect food from contamination
Take the right order to the correct service point
Take care
Apply same rules to returning items to kitchen
Catch waiter’s eye when you enter service area or deposit food at waiter’s station
Slide 36
Transfer foodWhen carrying plates to service points you may:
Hand plates to waiter
Place plates on waiter’s station
Putting food in hot boxes
State the name of the dish you are giving to waiter
Slide 37
Transfer foodWhen unloading trays at service points:
Maintain eye appeal of dishes
Avoid spillage and spoilage
Facilitate access by waiter
Keep noise at minimum
Do not interrupt waiter
Be unobtrusive
Maintain food safety
Slide 38
Advise appropriate colleagues on readiness of items for serviceIt is important to advise waiters regarding readiness of food for the following reasons:
Allows wait staff/servers to plan their work
Facilitates integration of beverage service with food service
Enable wait staff time to prepare the table
Slide 39
Advise appropriate colleagues on readiness of items for serviceNotifying wait staff/servers involves:
Entering the service area
Speaking to wait staff or server
Verifying the food is yours
Considering hand signals as an alternative to verbal notification
Giving ‘sufficient’ warning
(Continued)
Slide 40
Advise appropriate colleagues on readiness of items for service Communicating any other relevant issues/information:
Delays
Dishes no longer available
Items running low
Clarification of orders
Special requests
Other service issues
Slide 41
Identify additional items required
Need to identify additional items required:
Enhance service
Increase guest satisfaction
Support colleagues
Increase efficiency
Demonstrate guest focus
Show you are concentrating
Slide 42
Identify additional items requiredWays to identify additional items required:
Speak to wait staff/servers
Be alert to requests
Observe service area
Use experience, common sense and industry knowledge
Slide 43
Identify additional items requiredThere is no limit to the ‘additional items’ which may be required, for example:
Extra condiments and/or sauces
Extra side orders
Extra butter and/or bread rolls
Dressing
Sugar and/or milk and/or lemon
Slide 44
Identify additional items required Finger bowl
Shell bowl
Service cloths and/or napkins
Crockery and/or cutlery
Glasses
Cake stand and server
Slide 45
Make requests to kitchen staffYou may be required to make requests relating to:
Speed of service
Variations to menu items
Variations to serve size
Request for information
Slide 46
Make requests to kitchen staffKeys to making requests of kitchen staff are:
Know exactly what you want to find out
Ask the right person
Be prompt
Get the person’s attention before asking them
(Continued)
Slide 47
Make requests to kitchen staff Speak in a clear voice directly to the person
Listen to the answers
Ask follow-up questions if necessary
Thank the person for their help
Slide 48
Make requests to kitchen staffIt is important to pass on information from kitchen to wait staff/servers:
Respond promptly
Provide detail
Speak to them away from guests
Get their attention
Be prepared for them to ask you more questions
Ask if they have other questions or requests
Slide 49
Summary – Element 1When liaising between kitchen and service areas:
Learn the relevant house standards and procedures
Use common sense
Be prepared to ask questions and clarify unclear issues
Be alert and aware of your surroundings and what is happening
(Continued)
Slide 50
Summary – Element 1 Communicate all information/details accurately,
promptly and comprehensively
Constantly observe what is happening around you
Monitor readiness of food for service
Check all food/plated items to ensure it is correct
(Continued)
Slide 51
Summary – Element 1 Ask the kitchen to rectify incorrect dishes before they
are transferred to service points
Take care when carrying plates and trays of food
Make sure all supporting serviceware is provided for dishes taken to wait staff/servers
Be proactive in communicating with wait staff/servers
Support the work of all service staff
Be willing to make eye contact with wait staff and servers when entering the service area
Slide 52
Clean and clear food service areas
Performance Criteria for this Element are:
Remove used items from service areas and safely transfer to the appropriate location for cleaning
Handle food scraps in accordance with hygiene regulations and enterprise standards
Clean and store equipment in accordance with hygiene regulations and enterprise procedures
Slide 53
Remove used items from service areas‘Clearing’:
Taking items from service area to kitchen
Wait staff also ‘clear’ tables
Slide 54
Remove used items from service areasClearing from the service area is important because it:
Eliminates clutter at service points/waiter stations
Enhances appearance at service point
Makes room for off-loading next dishes
Returns dirty dishes for cleaning and re-use
Provides opportunity to talk to wait staff/servers
Slide 55
Remove used items from service areasWhen clearing:
Try to communicate with wait staff/servers
Try to bring something back
Keep noise down
Ensure waiter’s station is clear before taking food to it
(Continued)
Slide 56
Remove used items from service areas Walk at safe pace
Load tray in a safe and structured way:
Scrape plates
Remove cutlery
Balance load/tray
Do not stack too high
Do not overload
Slide 57
Remove used items from service areasItems which will need to be cleared from service points or areas to the kitchen will include:
Used items
Items no longer required by waiters/servers or guests
Slide 58
Remove used items from service areasYou will often be expected to assist beverage service staff with clearing which can include:
Carrying empty glasses to bar or kitchen
Removing empty bottles and cans to bar or kitchen
A tray is usually used to carry or remove glasses and empty bottles and cans
Slide 59
Remove used items from service areasClearing items:
Must accord with venue Standard Operating Procedures (SOPs)
May be done by hand
Usually requires use of a tray to clear items
Slide 60
Remove used items from service areas‘Processing’ of cleared items may involve:
Cleaning
Storing
Filling/re-filling bottles, condiments, jugs
Wiping
Waste disposal
Readying items for laundry
Slide 61
Remove used items from service areasItems may be required to be cleared to the following locations:
Bar
Still room
(Continued)
Slide 62
Remove used items from service areas Silver room
Store room
Dishwashing area
Slide 63
Handle food scraps correctly
‘Plate waste’:
Anything served to guests and returned from them:
Food which has been partially eaten
Food on plates which appears as if it has not been touched
Garnishes
Left-over drinks
All plate waste must be thrown out
Slide 64
Handle food scraps correctly‘Single use’ items:
Cannot be reused – they must be thrown out after use
Examples include:
Straws, paper napkins, plastic cutlery, take away containers, PC packs
Unused or undamaged PC packs can be reused and are fit for service again
Slide 65
Handle food scraps correctlySafe practices relating to external bins/rubbish include:
Bins must have tight-fitting lids
Lids must be closed when bins are not being used
Must be ‘sufficient’ bins
Bins must be kept clean
Hands must be washed after handling rubbish and before handling food/food items
Slide 66
Handle food scraps correctlyEnterprise procedures for handling food scraps:
Plate waste to be scraped into bins at dishwashing area
Internal food waste bins to be fitted with a bin liner
No food scraps to be taken off the premises
External rubbish contractor may be required to empty external bins
No scraps to be left inside the venue overnight or between shifts
Slide 67
Clean and store equipment
‘Clean’:
Free from visible contamination (and odour)
‘Sanitised’:
Free from bacteria/germs, or where germs have been reduced to a safe level
Sanitising can be achieved through hot water, steam or a chemical
Slide 68
Clean and store equipment
All items must be cleaned and sanitised after each use:
Using detergent and sanitiser
To retain safety of items – that is, to prevent transfer of germs between people
Cannot re-use an item until it has been cleaned and sanitised
Slide 69
Clean and store equipment
General procedure for washing and sanitising items:
Remove visible food debris
Rinse with warm water
Wash using a detergent
Rinse again
Apply sanitiser (chemical)
Rinse
Allow to air dry
Slide 70
Clean and store equipment
Machine dishwashing requirements:
Scrape and rinse items first
Stack into correct trays
Wash – minimum 60 seconds @ 66°C to 71°C
Rinse – minimum 10 seconds @ minimum 77°C
Follow any specific house rules
Slide 71
Clean and store equipment
Washing items using double-bowl sink is acceptable providing:
One bowl has water at minimum 45°C
Second bowl has clean water at minimum 77°C
Sanitising means soaking items for minimum 3 minutes
Thermometer must be available
Items should be air-dried
Chemicals must be used according to manufacturer’s instructions
Slide 72
Clean and store equipment
After cleaning items must be stored to protect from re-contamination:
Handle cutlery by handles
Handle plates by rims
Handle cups by handles
Store correctly
Store in designated locations
Slide 73
Summary – Element 2
When cleaning and clearing food service areas:
Clear items from service areas on a regular basis
Communicate with wait staff/servers when clearing
Try never to return to the kitchen empty-handed
Make sure there is room to set down/unload food before transferring it from kitchen to service areas
(Continued)
Slide 74
Summary – Element 2
Follow house protocols for clearing items – use a tray or carry items in your hands
Stack trays carefully before clearing
Be prepared to assist beverage waiters when clearing food items
Clear items to their designated location
(Continued)
Slide 75
Summary – Element 2 Process items as required
Never re-use plate waste
Never re-use single use items
Deal with food scraps in a hygienic manner
(Continued)
Slide 76
Summary – Element 2 Wash hands after handling rubbish or cleaning agents
Follow all house procedures, policies and protocols
Understand difference between ‘clean’ and ‘sanitised’
Make sure crockery and cutlery is washed, cleaned and sanitised between every use
Store cleaned or sanitised items to protect them re-contamination
Slide 77
Maintain effective relationships with colleagues
Performance Criteria for this Element are :
Meet needs and expectations of colleagues in accordance with organisation standards, policies and procedures and within acceptable timeframes
Assist to resolve workplace conflict and manage difficulties to achieve positive outcomes
(Continued)
Slide 78
Maintain effective relationships with colleagues Seek informal feedback to identify and implement
improvements to products, services, processes or outcomes for colleagues
Handle complaints positively, sensitively and politely in consultation with the person/s making the complaint
Use non-discriminatory attitudes and language consistently when interacting with staff and management
Slide 79
Meet needs and expectations of colleagues
You must work as part of a team and meet the needs and requirements of colleagues to:
Help them do their job
Demonstrate commitment
Provide best level of service to guests
Complete work others need you to do
(Continued)
Slide 80
Meet needs and expectations of colleagues Implement and maintain house standards and criteria
Help venue meet guest expectations
Optimise efficiency
Prove you are doing your job
When helping colleagues you are NOT doing them a favour – it is what you are paid to do.
Slide 81
Meet needs and expectations of colleagues
Needs and expectations come from:
Management
Colleagues, co-workers and other staff
Guests
Needs and expectations can be expected to:
Change between people
Alter between venues/service areas
Vary over time
Slide 82
Meet needs and expectations of colleagues
Colleague expectations can include that you:
Attend for work when rostered to do so
Maintain a professional appearance
Maintain appropriate personal hygiene
(Continued)
Slide 83
Meet needs and expectations of colleagues Display a positive attitude
Show respect for others
Communicate effectively
(Continued)
Slide 84
Meet needs and expectations of colleagues Respond promptly to requests and questions
Perform allocated tasks as and when required
Maintain work area in an appropriate condition
(Continued)
Slide 85
Meet needs and expectations of colleagues Accommodate unscheduled tasks
Comply with all internal and external workplace requirements
Respond to issues and circumstances
Participate in designated workplace activities
Slide 86
Assist to resolve workplace conflict and manage difficulties
Workplace conflict must be addressed and managed in order to:
Stop small problems growing into big ones
Maintain a positive workplace
Reduce absenteeism and staff turnover
Comply with legal and ethical requirements
Slide 87
Assist to resolve workplace conflict and manage difficulties
‘Conflict’ and ‘difficulties’ can arise with colleagues or customers/guests, one-to-one or in a group context:
Conflict = a state of opposition between people
‘Conflict’ is worse than a ‘difficulty’
Difficulties reduce service levels
Difficulties can grow into conflict
Slide 88
Assist to resolve workplace conflict and manage difficultiesYou need to serve:
External customers:
Guests, customers, patrons
Internal customers:
Colleagues, co-workers, other staff
If you are not serving an external customer you should be serving someone who is.
Slide 89
Assist to resolve workplace conflict and manage difficulties
Possible reasons for workplace conflict and difficulties:
Pressure of work
Lack of or poor communication
Prejudices
Ineffective working systems/SOPs
(Continued)
Slide 90
Assist to resolve workplace conflict and manage difficulties Differences in opinions
Differences in beliefs
Misunderstandings
Colleague not doing their job
Staff member feels he/she is being treated unfairly
Slide 91
Assist to resolve workplace conflict and manage difficulties
Warning signs of problems with a co-worker:
They avoid verbal contact and/or physical proximity
They display negative facial expressions
They make rude remarks and/or gestures
(Continued)
Slide 92
Assist to resolve workplace conflict and manage difficultiesTo address workplace conflict and difficulties:
Never ignore a problem
Address issues promptly
Plan:
What to say
When you will raise/address the issue
Where you will talk
(Continued)
Slide 93
Assist to resolve workplace conflict and manage difficulties Determine what you want to achieve
Identify SPECIFIC examples you will use or refer to when you talk to the other person
Ask the colleague to meet with you to discuss the issue, problem, difficulty or conflict
(Continued)
Slide 94
Assist to resolve workplace conflict and manage difficulties Meet with the person:
Thank them
Explain reason for meeting
Define and describe the situation
Explain how the issue is impacting you
Listen to response of the other person
(Continued)
Slide 95
Assist to resolve workplace conflict and manage difficulties
Explain what you need to resolve the situation
Be prepared to compromise
Be assertive
Be constructive
Exercise patience and tolerance
(Continued)
Slide 96
Assist to resolve workplace conflict and manage difficulties
Decide and agree on action to take
Thank the person
Express a positive sentiment
Slide 97
Assist to resolve workplace conflict and manage difficultiesPositive outcomes to strive for when resolving/addressing workplace conflict and difficulties include:
More co-operation
A more pleasant work environment
Lower stress levels
Less workplace conflict/difficulties
(Continued)
Slide 98
Assist to resolve workplace conflict and manage difficulties Higher standards of service
Less mistakes
Fewer negative comments
Less complaints
More positive feedback
Slide 99
Seek informal feedbackWorkplace feedback is vital for the following reasons:
It identifies things which need improvement
It gives you the benefit of knowing what others think
It forms the basis for action
It gives diversity of opinion
It shows you are a team player
It generates positive and negative comment
Slide 100
Seek informal feedback‘360° feedback’:
Recognised as being most/very effective
Provides feedback from a wide variety of different people from a wide range of ‘angles’
Requires you to be proactive in seeking out the feedback
Slide 101
Seek informal feedback
Seek feedback from:
Other runners
Kitchen staff
Wait staff and servers
Management
Guests/customers
Slide 102
Seek informal feedbackWays to seek feedback:
Ask people for it
Observe others
Ask management for copies of feedback they have received
Question guests
(Continued)
Slide 103
Seek informal feedback Engaging in chance discussions
Participating in critical incident reviews
Taking part in coaching and mentoring activities
Raising guest feedback as a topic at staff meetings
Slide 104
Seek informal feedbackFeedback can be used to make many workplace improvements in terms of:
Safety
Speed of service
Quality service delivery
Savings
More customer/guest focus
Slide 105
Handle complaintsYou will receive:
Positive feedback:
Accept it – never dismiss it
Thank the person
Negative feedback:
See it as an opportunity to improve
Do not dwell on it
Do not get angry or upset
Slide 106
Handle complaints
Keys to dealing with complaints:
Thank the person
Listen carefully
Ask questions
Be polite
(Continued)
Slide 107
Handle complaints Determine if complaint is legitimate or not
Remain positive
Be sensitive
Be prepared to apologise
(Continued)
Slide 108
Handle complaints Take responsibility for fixing the problem
Gain agreement what you intend doing will fix the problem
Implement the agreed action
Follow-up
Slide 109
Use non-discriminatory attitudes and languageStandard workplace requirements:
Avoid racist language
Avoid sex/gender-specific language
Do not infer competency or ability from the way people look
Never make assumptions based on disabilities
(Continued)
Slide 110
Use non-discriminatory attitudes and language Do not stereotype people
Avoid using discriminatory language regarding people with disabilities
Do not make ageist statements
Get to know people from diverse backgrounds to learn about them
(Continued)
Slide 111
Use non-discriminatory attitudes and language Attend ‘cultural diversity’ training
Be quick to apologise if you give unintended offence
Never victimise anyone on the basis of their personal characteristics – age, gender, impairment, job role, marital status, parental status, career status, physical features, political belief, race
Slide 112
Use non-discriminatory attitudes and language‘Victimisation’ = treating someone differently based on their characteristics.
Victimisation can include:
Verbal taunts
Inappropriate gestures
Not helping them
Not sharing information with them
(Continued)
Slide 113
Use non-discriminatory attitudes and language Restricting their opportunities
Treating them unfairly, unkindly or differently to others
Ostracising them
Slide 114
Summary – Element 3When maintaining effective relationships with colleagues:
Identify the needs and expectations your co-workers have of you and your role/position
Strive to help and support others – internal and external customers
Arrive for work early
Show respect for others
(Continued)
Slide 115
Summary – Element 3 Demonstrate a positive attitude
Be a professional
Communicate effectively
Respond promptly to questions and requests for help
(Continued)
Slide 116
Summary – Element 3 Keep your work area clean and tidy
Never take the credit for work someone else did
Be part of the team
Be proactive in identifying and resolving workplace conflict and complaints
(Continued)
Slide 117
Summary – Element 3 Seek positive outcomes to conflict and complaints
Be proactive in seeking feedback about your performance
Strive to be non-discriminatory in everything you do and/or say in the workplace
Slide 118