WJEC: HOSPITALITY AND CATERING

LEVEL 1/2 AWARD

KNOWLEDGE ORGANISER BOOKLET

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Information about the Exam:• The exam unit is called ‘Unit 1’• This paper is worth 40% of your total marks• The final paper is sat in June of year 11• 1 ½ hours (90 min) exam.• You will need to answer all questions in the paper.• The paper is out of 90 marks. • You will need a blue/black pen for the exam.

There are 5 learning outcomes that are covered in the exam:• LO1: Understand the environment in which hospitality and catering providers operate.• LO2: Understand how hospitality and catering provisions operate. • LO3: Understand how hospitality and catering provision meets health and safety requirements. • LO4: Know how food can cause ill health. • LO5: Be able to propose a hospitality and catering provision to meet specific requirements.

Grading: Level 1 Pass, Level 2 Pass, Level 2 Merit, Level 2 Distinction

Unit 1: The Hospitality and Catering Industry

UNIT 1 REVISION TOPICS:HOSPITALITY AND CATERING EXAMINATION (40%)

LO1: Understand the environment in which hospitality and catering providers operate.

LO2: Understand how hospitality and catering provisions operate.

LO3: Understand how hospitality and catering provision meets health and safety requirements.

LO4: Know how food can cause ill health.

AC5.1 review options forhospitality and catering provision.

AC1.1 describe the structureof the hospitality andcatering industry.

AC1.2 analyse jobrequirements within thehospitality and cateringindustry.

AC1.3 describe workingconditions of different job rolesacross the hospitality andcatering industry.

AC1.4 explain factors affectingthe success of hospitality andcatering providers.

AC2.3 explain how hospitality andcatering provision meet customerrequirements.

AC2.2 describe theoperation of front ofhouse.

AC2.1 describe theoperation of thekitchen.

AC3.2 identify risks topersonal safety in hospitalityand catering.

AC3.3 recommend personalsafety control measures forhospitality and cateringprovision.

AC3.1 describe personal safetyresponsibilities in the workplace.

AC4.1 describe foodrelated causes of illhealth.

AC4.2 describe the role and responsibilities ofthe Environmental Health Officer (EHO).

AC4.3 describe foodsafety legislation.

AC4.4 describe commontypes of food poisoning.

AC4.5 describe thesymptoms of foodinduced ill health.

AC5.2 recommend options forhospitality provision.

LO5: Be able to propose a hospitality and catering provision to meet specific requirements.

Hospitality and catering industry • Types of provider• Types of service• Commercial

establishments• Non-commercial catering

establishments• Services provided• Suppliers• Where hospitality is

provided at non-catering venues

• Standards and ratings• Job roles within the

industry (management, kitchen brigade, front of house, housekeeping, administration)

Requirements• Supply and demand

(availability of trained staff, seasonality, location)

• Jobs for specific needs• Rates of pay• Training• Qualifications and

experience• Personal attributes

Working conditions• Different types of

employment contracts• Working hours• Rates of pay• Holiday entitlement• Remuneration (tips, bonus

payments, rewards)

Factors• Costs• Profit• Economy• Environmental• Technology• Emerging and innovative

cooking techniques• Customer demographics

and lifestyle and expectations

• Customer service and service provision generally

• Competition• Trends• Political factors• Media

Operation• Layout• Work Flow• Operational activities• Equipment and materials• Stock control• Documentation and administration• Staff allocations• Dress code• Safety and security

Customer• Leisure• Business/corporate• Local residents• Requirements• Customer needs• Customer expectations• Customer trends• Equality• Customer rights

Review• Summarise different options• Advantages/disadvantages of different

options• Use of supporting information which

justify how this meets specified needs

Recommend• Propose ideas• Justify decisions in relation to

specified needs• Use of supporting information e.g.

structured proposal

Causes• Bacteria• Microbes• Chemicals• Metals• Poisonous

plants• Allergies• Intolerances

Role• Enforcing environmental health laws• Responsibilities• Inspecting business for food safety

standards• Follow up complaints• Follow up outbreaks of food

poisoning• Collecting samples for testing• Giving evidence in prosecutions• Maintaining evidence• Submitting reports

Legislation• Food Safety Act• Food Safety

(General Food Hygiene Regulations)

• Food Labelling Regulations

Common types• Campylobacter• Salmonella • E-coli • Clostridium

perfringens • Listeria • Bacillius cereus • Staphylococcus

aureus

Symptoms• Visible symptoms• Signs• Non-visible symptoms• Length of time until

symptoms appear• Duration of symptomsFood induced ill health• Intolerances• Allergies• Food poisoning

Responsibilities• Of employees• Of employersIn relation to:• Health and Safety at Work Act• Reporting of Injuries, Diseases

and Dangerous Occurrences• Regulations (RIDDOR)• Control of Substances

Hazardous to Health Regulations (COSHH)

• Manual Handling Operations Regulations

• Personal Protective Equipment at Work Regulations (PPER)

Risks• To health• To security• Level of risk (low,

medium, high) in relation to employers, employees, suppliers and customers

Control measures• For employees• For customers

Knowledge Organiser: Professionalism and Roles in Hospitality and Catering (LO1:AC1.1)

Most modern professional kitchensoperate according to a positional kitchenhierarchy. This hierarchy is termed theBrigade de Cuisine – a French brigadesystem adopted to ensure kitchenoperations run smoothly.

Porter- These are workers that assist with rudimentary tasks within the kitchen, and are less likely to haveany formal culinary training. Tasks include basic food preparation such as washing salad and peelingpotatoes, in addition to basic cleaning duties.

Kitchen assistants- Working under the guidance of a kitchen supervisor or chef de partie, their job is toensure that the kitchen is clean and operational. In some kitchens, they may also be involved in preparingingredients, so it's a great stepping stone to becoming a chef.

Saucier (Sauce chef) – This chef is responsible for sautéing foods and creating sauces and gravies thataccompany other dishes. They report directly to the head chef or sous chef.

Legumier- Prepares vegetables, soups, starches, and eggs. Larger establishments may employ multiplechefs to work this station.

Garde Manager (Pantry Chef) – This person is in charge of the preparation of cold dishes, such as salads.

Potager (soup cook)- in larger kitchens, reports to the entrée preparer and prepares the soups.

A pastry chef or pâtissier (pronounced [pɑ.ti.sje]; the French female version of the word is pâtissière[pɑ.ti.sjɛʁ]), is a station chef in a professional kitchen, skilled in the making of pastries, desserts, breadsand other baked goods.

Job Roles in Catering

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Knowledge Organiser: Job Roles within the Hospitality and Catering Industry (LO1: AC1.1)

Head/Executive ChefWhat's in a day?• As a head or executive chef everyone in the brigade, from the kitchen

porter to the sous chef, looks to you for inspiration and you'll have tohold your own with the front of house restaurant staff, too.

Key responsibilities of a Head or Executive Chef:

• Overall responsibility for daily operations in the kitchen• Liaising with purchasing companies for food orders• Maintaining or raising the profit margins on food• Producing menus and new dishes• Managing, training and recruiting a brigade of chefs• At least a 40 hour week or more.

What skills do they need?• Excellent cooking skills• An understanding of produce and ingredients• The ability to write menus that are both creative and profitable• Blue chip management skills

What qualifications do they need?• Many head chefs have got where they are today by training on the job

and taking every opportunity for placements (or stages) in top kitchens.However, formal qualifications will undoubtedly get them to the topfaster. They can work your way up the ranks by taking the ModernApprenticeship route as well as studying for NVQs or SVQs.

Alternatively, they can study full time at college. Useful qualificationsinclude:

• City & Guilds diplomas in professional cookery• BTEC HND in professional cookery• A foundation degree in culinary arts• Health and safety and food hygiene certificates

Who would it suit?You're someone who hits the ground running at every shift, who enjoys thefast pace of the kitchen and can consistently produce top quality dishesunder pressure. You're a born leader who relishes taking responsibility forthe running of the kitchen, but also knows when and how to delegate. Asfor your warm, cuddly side, you have an unstoppable talent for creatingnew dishes and menus.

ManagersKey responsibilities:

• Responsible for the smooth running of a business• Responsible for the finances and security• Employment (and dismissal) of staff• Staff, training, development and promotion• Making sure customers are satisfied with the service they receive• Plan and develop the business for the future• Health, safety and welfare of customers and staff• Cleaning, maintenance of the buildings and the infrastructure (water, gas, electricity etc.)• Making sure the laws on health, safety and employment are followed correctly• Deal with problems or complaints

Examples of Management Roles in a Large Hotel• General• Finance• Sales/Reservations• Front office• Head Receptionist• Human Resources (staff)• Restaurant• Conference• Food and beverage• Executive chef• Logistics (purchase of supplies, cleaning, maintenance, security, ICT)• Head Housekeeper

Front of House StaffKey responsibilities:• Represent the business• Help to promote the reputation of the business (and therefore its

level of success)• Work in direct contact with customers• Act as a vital link between the customers and the back of house

staff• Take bookings• Check customers in and out of the establishment• Deal with customers’ questions and problems• Help customers to their rooms

Examples of Roles in a Large Hotel• Receptionists• Valets and drivers• Waiters and waitresses• Bartenders• Cashier• Baristas• Concierge (assists guests by booking tours, making theatre and

restaurant reservations, etc.)

Back of House StaffKey responsibilities:• Buy and organise supplies• Prepare and cook food• Store and organise drinks• Clean all areas of the hotel• Make sure that guest rooms, communal areas, dining rooms,

conference facilities, bathrooms and other facilities are clean,tidy, safe, pleasant and comfortable

• Maintain all areas (inside and outside) of the hotel building andgrounds (e.g. replace light bulbs, mend broken appliances, cutthe grass, etc.)

Examples of Roles in a Large Hotel• Stockroom Manager• Kitchen brigade• Maintenance team• Gardens/Groundskeeper• Security guards• Cleaners• Guest room attendants• Chambermaid

Administrators

Key responsibilities:• Help the business to run smoothly• Sort out and deal with correspondence (letters, emails and phone calls)• Typing, filing and organisation of paperwork, e.g. staff details, customer bookings, tax forms• Order supplies for the business• Manage events• Organise ICT support• Organise the managers diary and appointments

Examples of Roles in a Large Hotel• Secretaries• Assistant/Deputy Managers• Accountant• Cashier

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Knowledge Organiser- Hospitality & Catering Establishments (LO1:AC1.1) Types of catering services

• Cafeteria

• Fast-food

• Self- service

• Take-away

• Contract catering

• Residential catering • And non-residential catering

• Waited service

• Plate service

• Carvery

• Vended

• Gueridon

• Buffet

• Travel

What is catering?A catering establishment defined as one that provides food and or drink(beverage).This isknown as a product-and-service provider. Lots of different kinds of commercial (formoney/ profit) businesses operate in the catering industry, but there are also non-commercial businesses in the industry (non-profit).

LO1: Understand the environment in which hospitality and catering providers operate.

AC1.1 describe the structure of the hospitality and catering industry.

Types of Catering Groups• Business: These often use facilities and services in relation to work, such as

conference facilities, food and accommodation for meetings, training sessions andcourses. These services are usually paid from by the business. They may use contractcaterers to provide food and drink for in house meetings.

• Private: This is where a customers individual demands are met. Private events mayinclude weddings and parties and can be held in a variety of establishments, such ashotels or at home.

• Groups: This includes tourists, associations, clubs etc. They have a variety of cateringrequirements, e.g. a young farmers group may want out door catering such as abarbeque/ Some customers may have special dietary requirements because ofculture or dietary needs. Customers can also be grouped into ages i.e. children,young people, adults, elderly people. Each group has their own dietary needs.

Contract CateringThese provide food and drink for a function where catering facilities are not alreadyprovided. They prepare the food for functions such as, weddings, banquets, gardenparties, and parties in private houses. They may prepare and cook food in advance, anddeliver it the venue, or they may cook it on site. They may also provide staff to serve thefood if required. Contract caterers are used by a wide range of organisations as it relievesthem of the pressures involved in catering for such events.

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HOSTELHostels provide budget-oriented, sociable accommodation where guests can rent a bed,

usually a bunk bed, in a dormitory and share a bathroom.

BED AND BREAKFASTA bed and breakfast is a small lodging establishment that offers overnight

accommodation and inclusive breakfast. Bed and breakfasts are private homes or family

homes offering accommodation with fewer than 10 bedrooms available for commercial

use.

BUDGET HOTEL

Small to medium-sized hotel establishments that offer a limited amount of on-site amenities

that only cater and market to a specific demographic of travellers, such as the single business

traveller. Most focused or select service hotels may still offer full service accommodations but

may lack leisure amenities such as an on-site restaurant or a swimming pool.

NATIONAL CHAIN

HOTELA chained-brand hotel is defined as a hotel brand with presence in two or more countries

under the same brand.

BOUTIQUE HOTELBoutique hotel is a term used to describe small hotels in unique settings with upscale

accommodations.

5 STAR

HOTEL

These are hotels that offer only the highest level of accommodations and service. The hotel

locations can vary from the very exclusive locations of a suburban area, to the heart of downtown.

The hotel lobbies are sumptuous, the rooms complete with stylish furnishing and quality linens.

The amenities often include: DVD players, Bluetooth stereos, garden tubs or Jacuzzis, in-room

movies, WIFI, heated pools and more. The hotels feature up to three restaurants all with exquisite

menus. Room service is usually available 24 hours a day. Fitness Centres and valet and/or garage

parking are typically available. A concierge is also available to assist you.

The AA awards rosettes (one to five). The rosette scheme is an awardmade solely on the basis of a meal visit or visits by one or more of ourhotel and restaurant inspectors, who have an unrivalled breadth anddepth of experience in assessing quality. Essentially it’s a snapshot,whereby the entire meal including additional items (when served) areassessed. Of all the restaurants across the UK, approximately 10% are ofa standard which is worthy of 1 Rosette and above. The Good Food Guidescores restaurants between 1 and 10.

Knowledge Organiser: Types of Commercial Accommodation and Rating Systems (LO5: AC5.2)

Who Inspects?Organisations such as:• The AA• The Good Food Guide • The Michelin Guide

Environmental Standards Who inspects?The Sustainable Restaurant AssociationWhat is inspected:

Sourcing:

1. Use more locally grown food to cut down on transport.2. Serve more vegetable-based meals and meat and dairy foods that have been produced with high animal welfare.3. Serve sustainably caught fish.4. Support farmers in other countries by buying fair traded food products.Society:

5. Treat employees equally and fairly and give them opportunities to develop their skills.6. Get involved with the local community.Environment:

7. Produce healthy, balanced meals8. Use energy-efficient equipment and avoid water wastage.9. Reduce food wastage.10. Recycle materials where possible.

How are the ratings awarded?Restaurants are assessedand a percentage (%)score is given to them forhow much they aremeeting the tenstandards:

• More than 50%= 1* rating

• 60-69%= 2* rating• More than 70%= 3*

rating

Knowledge Organiser: Professionalism and Job Roles in Accommodation

Accommodation Operations

These are the staff who look after the rooms that are available to hire.

*Roles may be done by owner or staff depending on size of establishment.

Front-of-house roles include:

• Head receptionist-responsible for taking bookings, ensuring staff are given correct information.The first person the customer has contact with. Deals with check in, queries and complaints.Informs other departments about room bookings, and may also complete staff rotas and deliverstaff training.

• Assistant receptionist- assists head receptionist, helps customers check in, deals with bills,answers phone.

• Porter- delivers cases to rooms, helps set up rooms for conferences etc.

• Night porter- covers reception at night, and ensures any complaints or queries are dealt witheffectively.

• Concierge: A concierge interacts directly with customers, providing them with various services.They may respond to requests (for instance, "Can you book me a restaurant reservation?") oranticipate what customers might need. These services could range from providing a babysitter togetting tickets to a show to suggesting a restaurant. At some hotels, this is an entry-level job.However, some luxury hotels require concierges to have years of hospitality experience. Aconcierge needs to be a problem solver with extensive customer-service skills who is unflappableand can handle difficult patrons. They arrange taxis for customers and park customers’ cars.

Other roles in accommodation include:

• Conference manager- organises conferences for groups, and makes sure needs are met on theday.

• Head housekeeper- responsible for seeing all rooms are ready for customers, completing rotas forstaff, telling staff what rooms need to be cleaned, checking laundry.

• Housekeeper- responsible for allocating jobs to chambermaids, checking laundry and toiletries.Checking rooms are cleaned correctly.

• Chambermaid- cleans rooms, changes beds, checks there are enough toiletries, clean towels etc.

• Maintenance officer- completes any repairs that can be done in-house, and gets in specialistmaintenance staff e.g. gas when required.

Most people who go into hospitality and catering work their way up to the position they would like. Largerestablishments offer opportunities to work in a variety of areas and provide training on the job, and dayrelease to attend college.Commercial residential accommodations include:

Hotels, guest houses, holiday parks, farmhouses and pubs that offer accommodation, Bed and Breakfasts (B&B).Non-commercial residential establishments include:Hospitals, residential homes, prisons and armed services.

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Hotel Jobs Structure

Knowledge Organiser: Working hours, contracts and job roles

The Management: These are the people at the top of the organisation.• Manager: They are in charge of the whole company and is responsible for whether it makes a profit. They

need to make sure each part of the company is working properly, so that it’s successful.• Assistant Manager: Larger companies may also employ an assistant manager. They will help the manager

to do their job and will take over if the manager is absent.

The role of a restaurant manager:•Responsible for organising and supervising all the work in the restaurant.•Set the layout, décor, style of music.•Be flexible so that they can cover people who are ill.•Multitask and multi-skill so that they can do a wide range of jobs and cover a wide range of staff if needed.•Hire and fire staff.•Communicate with customers.•Co-ordinate the efforts of the staff.•Ensure high standards of practise and hygiene within the restaurant.•Train, develop and motivate a team of people less experienced/skilled than him/herself.•Be a leader, and lead by example.

The role of a Sommelier:•A Sommelier is a wine waiter who advises on drinks e.g. which wine would go best with a certain chicken dish.•They are not just a bar person as they would be responsible for sourcing the wine for the restaurant/hoteland not just serving it.•The choice of wine with a meal is very important as it can enhance the outcome of the food.

Head Waiter/Waitress• Is responsible for greeting customers and seating them at their tables.• In charge of organising and training the waiting staff.• Handle customer complaints and requests.• To know the menu clearly and communicate with the chef.

What is an employer? An employer provides work for people.What is an employee? An employee is a worker.

Ways that employees can be trained:1. Training can be for food preparation (chefs) or front of house (service staff).2. Some people take a training course at a collage to learn skills before getting a job.3. Some employees might work part-time, or go to college on ‘day release’.4. Some employers train people while they’re at work. This is called ‘in-house’ training.Key Definition:*Day release= is when an employee is paid to go to college one or two days a week.

The role of a Wine Waiter/ Waitress:

• The wine waiter (or waitress) helps the customer to choose which wine they would like to drink.

• They’re responsible for serving wine and other drinks.

• A wine waiter should know which wines are suited to each dish on the menu.

• They’re usually responsible for choosing and buying the wines that a restaurant serves.

Types of Employment and Working Hours Contracts

Full Time

Staff

1) Full-time staff normally have a permanent job and work all year round.

2) They have to sign a contract.

3) They work for a fixed number of hours each week, but this is divided into

different days or shifts.

Part Time

Staff

1) Part-time staff work for fewer hours in the week than full-time staff.

2) They normally have a permanent job and sign a contract.

3) They often work at busy times, such as evening or weekends.

Casual

Staff

1) Casual staff are employed for specific functions or at busy periods of the year.

For example, summer holidays.

2) There are several advantages of hiring casual staff:

They can be available at short notice.

They don’t work for a fixed number of hours- they work when they’re needed.

They’re only paid for the hours they work- they don’t get sick pay or holidays.

The role of a barista: a person who serves in a coffee bar.• Preparing to open the store (small independent businesses) • Taking orders and ringing up payment.• Grinding coffee beans.• Preparing and serving light food and snacks.• Cleaning work areas, coffee machines, and equipment.• Creating stock displays.• Keeping track of inventory and placing new orders.• Preparing the store to close.

LO1: Understand the environment in which hospitality and catering providers operate.• AC1.2 analyse job requirements within the hospitality and catering industry.• AC1.3 describe working conditions of different job roles across the hospitality and catering industry.

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To be successful in a job role employers look for

specific attributes, skills and qualities and have

expectations of their employees and workers. It is

not just about a persons qualifications it is how

they interact with people.

This can be more varied than chef’s, for example they may need all employees to wear

a particular colour e.g. black. In many cases, though, they are required to wear a

uniform.

• The front of house staff create the first impression on a customer. They represent

the business and should give a professional and positive impression.

• A uniform sets a standard and avoids employees working in inappropriate clothing.

• Helps to build a team through unity and this is just as important as the kitchen

employees.

• Gives employees pride in their work and makes them more productive when they

feel good about how they look.

• It will help the employees stand out from the customers and easy to identify when a

customer needs something to be resolved.

• Food hygiene rules apply to front of house staff. This means that they should

change into their uniform at work and not before to prevent contamination from

microbes from public places such as trains, buses etc.

• Uniforms should be changed daily.

• The uniform should be washed and ironed before wearing it again.

• Jewellery must not be worn as it can collect food residues and become a food

safety hazard.

• Heavy make-up, false nails and nail polish should not be worn, as they can become

a food safety hazard, e.g. a false eyelash or nail may fall into or come off in the

food.

• Strong scents should not be worn as they can taint the food (make it taste or smell

of the perfume).

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Chartered Institute of Environmental Health (CIEH)

• Organisation that trains and awards qualifications in food hygiene.

Examples of courses:

• Level 1 Introductory Certificate in Food Safety

• Level 2 Foundation Certificate in Food Safety

Knowledge Organiser: Job Requirements and Training

Key terms:Employee: someone who works in the industry and has an

employment contract.

Employer: someone who hires staff to work for them.

Worker: someone who works in the industry but does not have

an employment contract.

Training and Education

City and Guilds

• A global leader in skills development.

• Offers courses and training in 26 industries.

• Courses delivered through further education collages and training providers.

Examples of courses:

• Introduction to the Hospitality Industry

• Cooking and Service for the Hospitality Industry

• Culinary skills

• Food and Beverage service

Springboard UK

• A business partner of the Springboard Charity that promotes careers in the Hospitality and Catering industry.

Examples of courses:

• Springboard FutureChef work in schools

• FutureChef competitions and awards

• Mentoring, industry visits, visiting speakers etc.

Universities and Colleges Admissions Service (UCAS)

• Organisation that provides information of higher education services and application process for applying to go to university.

Examples of Hospitality and Catering courses such as Higher National Certificates and Diplomas (HNC and HND) and degrees (e.g. Bachelor of Arts) in:

• Hospitality Management

• Professional cookery

• Culinary Industry Management

• Food and Culinary Arts

Supply

and

demand

for staff (AC1.2)

The Hospitality and

Catering industry has

continued to grow and

this has increased the

demand for employees

and workers.

Certain times of year when the

demand for staff in different job roles

in the Hospitality and Catering

industry increases e.g. summer

holiday season, Christmas and other

celebrations such as New Years.

People who are

employed to work

only at these busy

times are known as

seasonal workers.

The Hospitality and Catering industry provides a range of

jobs, especially in busy locations where there are many

hotels and guest houses, restaurants and other places to eat

out, busy shopping areas, and tourist attractions. Therefore,

there are plenty of opportunities for those people who are

ambitious and are willing to work their way up in an exciting

and challenging career. 11

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Knowledge Organiser: Remuneration, rates of pay and holiday entitlement (LO1: AC1.2 and AC1.3)

Both employees and workers in the Hospitality and Catering industry have

employment rights, which cover a range of issues e.g. how long they work on

a shift, the frequency of breaks they are allowed and protection against

discrimination. Employees also have additional rights, including sick pay,

maternity pay, flexible working and protection against unfair dismissal.

Paid employees are entitled to paid leave (holiday) each year. This is for a set number of

working days (not weekends) and can include some of all of the public bank holidays that

are available in England and Wales. It is important that people take time off from work for

the sake of their physical and mental health, and employers need to be aware of the

importance of making sure that their employees maintain a good work-life balance

(making time for yourself, your family, leisure and personal activities, as well as the

demands of your job).

Employment RightsHoliday Entitlement

Working Hours and Rates of Pay

RemunerationIn the UK, the Working Time Directive says that people cannot work for more

than an average of 48 hours a week, which is calculated over a 17-week period.

People can choose to opt out of this and work more hours if they want to.

People under 18 years of age cannot work more than 8 hour a day or 40 hours

a week.

People are entitled to have one day off work each week and, if they work for 6

or more hours a day, they must be given a rest break of at least 20 minutes.

In the UK, workers and employees have the right, by law, to receive the

National Minimum Wage. This is the minimum hourly pay, which most workers

over school leaving age will earn.

There is also the National Living Wage, which is for all working people aged 25

years and over.

The hourly rates of pay for these are reviewed every year by the government,

and employers can be taken to court if they do not pay their workforce the

correct amount.

Remuneration= reward people receive from working somewhere. It includes basic pay,

plus extra money to top up their income in the form of:

Tips and gratuities= money given to someone by a customer as a way of saying ‘thank

you’ for good service.

Service charges= a percentage added to a customer’s bill to reward the employees who

have provided the customer with a service.

Bonus payments and rewards= given by some employers as a way of rewarding their hard

work throughout the year and helping to make the business successful.

Tronc Arrangements= where tips, gratuities and service charges are divided equally

amongst all workers in, e.g. restaurant. The person who works out and distributes the

extra money to staff is called the ‘troncmaster’.

KNOWLEDGE ORGANISER- PROMOTION AND MEDIA IN THE HOSPITALITY AND CATERING INDUSTRY (LO1: AC1.4)

Types of promotion that the hospitality and cateringindustry might use:• Invitations• Questionnaires• Posters• Social media promotion• Flyers• Advertisements in newspapers, magazines,

websites, radio or television.

InvitationThese invitations would be sent through the post or now by invitation by email oreven social media. This maybe for a specific event or for a promotional event ormoney off. To receive this you would probably be on a mailing list for thehospitality or catering establishment. Invitations can also be sent out by appsthat you are signed up to as well like Wowcher or Trip Advisor.

Questionnaires/ SurveysThese are now used in different ways to collect information about a wide variety of people that mightbe interested in your hospitality and catering establishment. Open and closed questions are used tohelp discover preferences or opinions about the service that you have received. Often these areonline questionnaire that are sent by email. Also the use of comment cards can also be a quick wayof collecting about a specific part of your establishment. These questionnaire will promote yourbusiness and make them think about the service and using it again.

Posters/ BillboardsThese are to attract people to a new or existing establishment andmay be used in other areas like on billboards or buses. This can helpattract people to the establishment. This can be costly due to printingcosts for all of this.

Social media promotionThis is the easiest and thequickest way to use technologyto attract people to yourbusiness. This has increased inpopularity after the addition ofmany different apps andinternet sites where people cancommunicate easily informationabout their business.

FlyersThese are either put through letter boxes or given out byhand in the street. This can give more information andmay include detail like prices and features of theestablishment. It will also include pictures and will attractthe potential customers. This is a really popular methodfor takeaway companies. Offers are normally promotedthis way.

AdvertisementsThis can be on TV which is mainly used by bigcompanies due to the cost of production andairing at a good time. It can also beadvertisements printed in magazinesexplaining or giving out details of promotionsfor your establishments. Magazines and mainnewspaper can cost a lot of money to put inbut it does take away some of the printingcosts. Putting advertisements in local papercan be more beneficial and more costeffective as it is specific to a business in thelocal area. A lot of companies now sendadvertisements by email to attract theircustomers as this cost less as there is noprinting required. It does mean that you haveto collect email addresses to reach a wideraudients. This is easier for bigger companiesthat have lots of different establishmentsunder one name. 13

MEDIA PROMOTIONSocial Media PromotionThis is the easiest and the quickest way to use technology to attract people to abusiness. This has increased in popularity after the addition of many different appsand internet sites where people can communicate easily information about theirbusiness. Trends can develop and grow rapidly through social media and this can leadto changes and influences on things like ingredients that are currently a health trendfor example avocados. It is important for businesses to be aware of and keep up todate with trends and social media and the use of smartphones and othercommunication devices has helped to support this.

FacebookIs a social media site where you can keep up to date with friends is faster and easierthan ever. You can upload videos and photos, engage with friends and pages, andstay connected to communities. Hospitality and Catering companies can create theirown Facebook page so that people can find their business and look up what thebusiness is about. It will tell them the services that they provide and can even addbooking section where you could book to stay or have a meal in the establishments.Links are often shared between friends this means that you can get to a wideraudience as friend will be able to see advertisements that you like and look at. Onceyou have joined a group related to the establishment you can receive special offersand events that might be happening in the establishment. Competitions may also beshown to you that you entre if you share the page so that more people see theestablishment. The other feature is that often you can post your own review of theestablishment either good or bad.

TwitterIs a popular service with social networking, instant messaging and micro-bloggingfeatures. You can follow people, blogger and even places (establishments). Thisworks by having conversation or posting interesting information about yourestablishment online and then all follower can see your messages.

BloggersA blog is a regularly updated website or web page, typically one run by an individualor small group, that is written in an informal or conversational style. These bloggerare often specialist in a field for example food critic blogs.Often Facebook pages link to bloggers so that you can read a review or a right upabout the establishment.

INTERNETSearch EnginesGoogle and Bing are popular search engines in the UK. To be successful you need your restaurant to come up whensearched on these engines so that people find your website easily. You can also have advertisements and links on otherwebsites. These often cost money to set up but this can mean that more people will find your website.

WebsitesA successful business will have their own website so that customers can find out about your business and the services thatyou provide. This also includes basic information like contact details to help customers get in touch with you. Somewebsites add extra features like booking a table for dinner, online check in and check of hotel rooms and payment optionsso you can pay online and in advance instead of paying at the hotel. This can often save customers time when they get tothe establishment.

Apps'App' is short for 'application' - which is another name for a computer program. These are able to down load for free to helpwith an establishment that you might use. Apps often send you notifications about promotions and offers as well as helpingwith easy access booking and services provision.Trip advisor – This is a popular app that links to any establishment where people can leave reviews about yourestablishment.Company apps – Larger companies will have there own apps that you can download to help with book and services thatthey provide examples of these could be Beefeater restaurants and Travel Lodge. Premier Inn is another firm that hasintroduced app technology to enhance its guests’ experience. The Premier Inn mobile app allows users to book a stay, addextras and amend their booking before they stay. With access to exclusive saver rates, you are guaranteed to see the bestrates available booking direct. Additionally, Premier Inn now has digital check-in points, too — for guests who want a quickcheck-in process, without interacting with staff.Other apps that people use are coupon sites that offer discounts to establishment to promote their business for example‘Wowcher’.

TECHNOLOGY AT THE ESTABLISHMENTHotelsTechnology could be used in the hotel as quick check in touch screen computer used at the establishment.Using technology to book out of a room. Paying your bill wirelessly or on a touch screen is also used to savepeople time this is especially used in hotels for business people time in the morning. This can also be used forother services like room service or ordering your daily paper. The addition of free wireless to attract theconsumer is used in hotel establishments. This is often used in restaurants and fast food outlets as well.RestaurantsThe use of handheld ordering tablets for restaurants to order your food at the tableimprove efficiently in order time and billing.In fast food establishments you are able to order food at a touch screen which also helps with quickness ofordering and saves on waiting time to order your food. POS system and a back-of-house kitchen displaysystem makes the ordering process smoother and more efficient. The POS system allows the server to input acustomer’s order and record transactions via a tablet. The order can then be directly sent to the kitchendisplay system, replacing paper slips with customer orders that can easily be lost and mixed up

Knowledge Organiser- Technology In The Hospitality & Catering Industry (LO1: AC1.4)

14

Knowledge Organiser: Profit, Economy, Costs and Political Factors (LO1: AC1:4)

Pest control

Employee wages,

pension and National

Insurance

Wasted ingredients

Licences

Maintenance

Advertising

Market research

Waste disposal

Equipment

Website and ICT

support

Gas and electricity

supply

Health and safety

Postage, internet,

landline and mobile

phone bills

Business and other

government taxes

Food, drink and

ingredients

Printing

Insurance

Costs involved in hospitality and Catering businesses and these must beaccounted for when working out how much to charge customers.

The diagram below the considerations and services that need to be included incosts:

Key terms:

Gross profit (GP): the

difference between how

much the ingredients cost

and how much a menu

item is sold for.

Gross profit percentage

(GP%): the profit made as

a percentage of the selling

price of a dish.

Net profit: what is left

from the gross profit after

all the costs of running a

restaurant (wages,

heating, lighting, rest,

etc.) have been paid.

VAT: Value Added Tax, is

added to services and

products sold to customers

and this contributes to the

UK’s economy.

Profit is the amount of money made when selling an item or service, all costs have

been taken into account.

Gross profit (GP) in a restaurant for an individual menu item is the difference

between how much the ingredient costs and how much the menu item is sold for e.g.

if a chocolate tart dessert ingredients cost £2.00 and the selling price is £5.50 the GP

is £3.50 (£5.50-£2.00).

Gross profit percentage (GP%) is often used in restaurant to judge how profitable

the business is. The GP% measures the profit as a percentage of the selling price of

the dish e.g. the GP% of the chocolate tart dessert would be 63.6% (£3.50+ £5.50

x100= 63.6%).

Profit made on each dish sold in the restaurant needs to cover the other costs of

running the kitchen and restaurant. They will still need to make a net profit. Food

businesses average about 4% net profit. Ideally, a profitable restaurant will have a

GP% of about 65-70%, with ingredients costs kept down to around 30%.

The amount of profit made by a business is affected by:

The correct ordering of ingredients and materials

Ingredients and materials

Limiting wastage

A good skilled workforce

Good menu choices

Range of services

Breakages and repairs

Good or bad planning for events

Good feedback/ reviews from customers

EconomyThe following factors/issues effect the economy and this can influence the success of a business:

Value of the (£) against other currencies in the world. This affects how many pounds people in other countries can exchange for their own money for when they visit the UK. A better exchange rate

will mean more people will be willing to visit the UK.

If the economy is struggling, e.g. during a recession, people’s wages may not increase for a long time or might even be cut. This means they would have less money to spend, so they may decide to

cut down on their spending on things such as going out for a meal or on holiday.

A recession can also mean that the price of goods such as foods or drinks and materials might increase, e.g. because more tax is charged for them.

Fuel price increase for oil, gas and imported fuels from outside the UK. If this goes up heating, power and materials/ food production costs will rise.

Food production in other countries can be affected due to poor weather conditions, disease or transport problems, the price of ingredients will rise.15

Knowledge Organiser: Environmental Factors the affect the Hospitality and Catering Industry (LO1: AC1.4)

Reduce, Re-use and RecycleReduce:• Reducing portion sizes • Storing food correctly so that it does not get wasted-correct storage and

rotation of food related to use by date• Freezing leftovers for use another day• Providing containers for customers to take left-over food home to eat later• Passing on good quality food to food charities to make into meals for poor

people• The amount of plastic packaging used by buying fresh or items with less

packaging• Energy used by installing solar panels, low energy light bulbs, sensors that

switch on lights when a person enters a room, energy-efficient boilers and electrical appliances

• Turn off any unused equipment and lights • Reduce the amount of water used by always fill the washing machine and

dishwasher before use• Invest in modern toilets that use less water when flushed

Re-use:• Sending local food waste and sending it to farmers to feed the animals• Peelings can also be put to make compost to help the next plants grow• Discourage guests from requesting fresh towels and bedding each day

when they stay in accommodation such as a hotel• Discourage the use of disposable cutlery, cups, bottles, plates etc.• Re-using of containers for preserving food or for cleaning products as long

as they are clearly labelled

Recycle:• Recycling the packaging from the food e.g. plastic bottles, cardboard, glass

bottles and jars, food and drink cans, aluminium foil etc.• Left-over cooking oil can be recycled and turned into bio-fuel that can be

used for machines and vehicles• In food establishment put in bins to encourage customers to recycle• Paper, printer cartridges, fabrics etc.• Buy products made from recycled materials e.g. paper hand towels and

toilet rolls.

Intensively or Organically Farmed FoodsIntense farming means producing as much out of the land as possibleand is on a large scale, just producing one crop.It is good because:• It uses large mechanical equipment which saves time and costs• Uses chemical and fertilisers to make the crops grow better. These

can harm human health and pollute the environment.Organic crops are grown without the use of chemical pesticides andfertilizers.This is good because:• Farmers use natural fertilisers• Crops are rotated to stop damage of soil and making it fertile• It is better for the environment• They have a lower yield and lower production which means higher

costs.

Genetically Modified FoodsThis means that the food has had its genes altered toimprove its characteristics. To do this you insert a desirablegene to the plant or animal.Advantages of this are as follows:• Pest resistant crops that will mean and bigger yield• Makes them last longer• Earlier ripening• Extra nutrientsDisadvantages of this are:• You do not know the long term health effects• Can effect other plants growing close by for example

weed resistance can transfer to weeds that can thennot be killed

• You cannot import some GM croups e.g. in theEuropean Union

• People see GM crops and animals as not natural• No GM crops are grown in the UK

Food MilesThis is the distance that your food travels t get tothe customer This is because a lot of our foodtravels on planes so that it can arrive quickly aswe can not grow it here. This uses carbon dioxidefrom the fuel with contributes to global warming.The further it travels the larger its carbonfootprint.To reduce food miles you can:• But local food as it has fewer food miles• Local food is fresher and will taste better• It supports local peopleDisadvantages are:• You can only buy seasonal food• You have a smaller selection

Farm AssuredThis is when you have to meetstrict regulations for homegrown British produce. Thismeans that they meet stricthygiene, safety and welfare at allstages. It also means it must bepackaged in the UK.

PackagingThis can be harmful for the environmentbecause:• It uses energy to produce it• Plastics are often made from non-

renewable sources such as crude oil• When thrown away end up in land full and

plastic does not decompose/biodegrade• Litter from plastics can harm animals and

their habitat

Free-range FarmingSome animals are factory farm reared whichmeans they don’t have much room and they arekept inside warm sheds. Animals are givengrowth hormones and force feed so they growfaster. These animals are seen as not living verynice livesFree range animals are free to roam and are notgiven hormones. The standard can varydepending on the brand but because they areslower to grow and can produce less eggs it ismore expensive.

Sustainable FishingMethods of fishing are less sustainable and can also effect the environment and habitat that the fishlive in.Examples are:• Trawling have large nets and catch even fish that they do not want• Some boat trawling drags the nets across the floor destroying sea life and their habitats• Over fishing has caused stocks of popular fish to be low. Some fish are on the edge of extinction due

to this. Quotas are put in place so that areas of fish can recuperate and also they limit the size offish you can catch

• To help stop this alternative fishing methods are used like bating and also size of nets are regulated.

FairtradeThis is where food producers aregiven a reasonable price for theirproducts so that they can have areasonable standard of living. It alsomonitors the working conditions andlocal sustainability.

Key Terms:• Greenhouse gases: (e.g. carbon dioxide, methane nitrous oxide) are released into the

atmosphere and form an insulating layer around the earth’s atmosphere, which trapsheat and raises the earth’s temperature.

• Climate change: changes in the earth’s temperature that can lead to unusual andextreme weather conditions.

• Fossil Fuels: Fuels such as coal, oil and gas that were created over millions of years byfossilised plants and animals.

• Non-renewable energy: Energy produced from fossil fuels that cannot be renewed oncethey are used up.

• Sustainable diet: A diet consisting mostly of plan foods, which has a minimal impact onthe environment during production.

• Biodegradable: Over a period of time a material breaks down by the action of micro-organisms, usually bacteria.

Knowledge Organiser: Emerging and innovative cooking techniques and trends

(LO1: AC1.4)

17

Food Pairing:

Food pairing is a scientific method to identify which foods and drinks go well together. Scientific data

analysis and machine learning to create algorithms calculating how well foods and drinks match. The

sense of taste is easily connected to our flavour experience. While tasting food we detect the 5 basic

tastes in our mouth and on our tongue: sweet, salt, bitter, sour and umami. On average only 20% of

our flavour experience is due to taste and touch. Far more important is our sense of smell. Through

our sense of smell we are able to differentiate up to 10.000 different odours. Odours are also known

as smells, scents or fragrances and consist of one or more aroma molecules.

Insect Foods:

Cooking edible insects such as grasshoppers, crickets and larvae as an

alternative to meat, poultry and fish, and using them in creative recipes e.g.

burgers.

3D Printed Foods:

3D printed food is a way of preparing a meal in an automated additive manner. It

works by filling up the food 3D printer’s syringe-like container, which then pushes

the food out at a steady rate to form layers. It can enable us to reinvent our culinary

ways on many levels, from texture to shape and artistic vision. The new technology

also offers many possibilities to make the consumption of products like meat more

sustainable and space travel more comfortable by introducing new ways of

preparing a meal in space.

Infra-red Technology:

Uses rapid cooking times and to reduce energy consumption. In a conventional

gas grill, the flame heats the grates directly. But in an infrared grill, there is an

infrared element between the grates and the flame. The gas heats the infrared

element, which then radiates intense heat to the food.

Molecular Gastronomy:

Special techniques, ingredients and cooking principles are used to encourage certain

chemical reactions to occur. All prepared food dishes are examples of a mixture known

as a colloid. A colloid is a material composed of tiny particles of one substance that are

dispersed, but not dissolved, in another substance. The mixture of the two substances is

called a colloidal dispersion or a colloidal system. Spherification is an example of

molecular gastronomy which involves making liquid-filled beads. The technique relies

on a simple gelling reaction between calcium chloride and alginate, a gumlike substance

extracted from brown seaweed. For example, to make liquid olives, you first blend

calcium chloride and green olive juice. Then you mix alginate into water and allow the

mixture to sit overnight to remove air bubbles. Finally, you delicately drop the calcium

chloride/olive juice mixture into the alginate and water. The calcium chloride ions cause

the long-chain alginate polymers to become cross-linked, forming a gel. Because the

calcium chloride/olive juice mixture enters the alginate in the shape of a droplet, the gel

forms a bead. The size of the bead can vary dramatically, making it possible to create

jelly-shelled equivalents of everything from caviar to gnocchi and ravioli.

Sous Vide:

Sous-vide is a method of cooking in which food is placed in a plastic pouch or a

glass jar and then placed in a water bath or steam environment for longer than

normal cooking times at an accurately regulated temperature. It works by pouring

water in a pan and heat it to a low temperature. The exact temperature varies

depending on the type and thickness of the meat, but it never exceeds the boiling

point of water

Smoked Foods:

Smoking is the process of flavouring, browning, cooking, or preserving food by

exposing it to smoke from burning or smouldering material, most often wood.

Fermented Foods:

Fermentation is a process that’s used to produce foods and beverages such as wine, beer, breads,

cheese, chocolate, coffee and yogurt. Fermenting foods gave our ancestors the option of prolonging

the freshness of produce and milk that was available to them during the different seasons. Examples of

fermented foods are sauerkraut, Kimchi, soybeans, kefir, buttermilk and yogurt. Eating fermented (or

“cultured”) foods is the most convenient way to obtain a daily dose of beneficial probiotic bacteria.

They can support overall health include by improving digestion and cognitive function, boosting

immunity, helping treat irritable bowel disease, providing minerals that build bone density, helping fight

allergies, and killing harmful yeast and microbes that cause issues like candida (fungal infection

caused by yeasts).

Knowledge Organiser: Competition, customer demographics, lifestyle and expectations

(LO1: AC1.4)

18

Key Terms: Demographics: is a collection of data about the number of people who live in particular

area, e.g. their age groups, earnings, what they buy with their money etc.

Lifestyle: is how someone lives and what they like to do.

Millennials: these are people who were born around 1980 to 2000. They have an

increasing influence of the Hospitality and Catering Industry.

Customer service: the assistance and advice provided by a company to those people

who buy or use its products or services.

Different types of groups and demographics: Age groups e.g. later adulthood, adults, children and infants

Cultural backgrounds

Pregnant

Special needs e.g. physically disabled

Couples

Families

Business travellers

Backpackers

Solo travellers

Leisure travellers

Educational travellers

Sports/ activities traveller e.g. mountain climbing/ hiking

Domestic tourism- where tourists visit places in their own country this is

sometimes called a ‘staycation’

Package tours/ group tours

DEMOGRAPHICS

Often eat out

of the home Want exciting, well-designed,

user-friendly social spaced

with technology to meet with

friends

Want to book and use

services through a mobile

phone at their convenience

Want to use environmentally

friendly and sustainable services

and products

Use all types of social media

and digital technologies

Use social media to take photos

of foods/places to share and

recommend to friends

Expect high quality and

contemporary products and

services

Like to use on-demand

delivery of food

Want to eat locally sourced,

healthy, fresh food

Like to ‘eat on the go’ (especially

breakfast/lunch)

Survey’s show that millennials

have the following lifestyles and

requirements when they use the

hospitality and catering industryCompetition:The Hospitality and Catering industry is very large and there is a lot of

competition to attract and retain customers. They need to ensure they

use a variety of strategies to be competitive:

Reply to customer enquiries and provide a proposal and price quote

within 24 hours

Make sure the business has an extensive, reliable, user-friendly and

regularly updated website

Carry out market research to find out the number and type of

businesses that will be in competition with your business, and their

competitive strategies

Research into the demographics of the area

Advertise in different places and use a variety of methods

Offer competitive prices, discounts, loyalty schemes

Offer meal discounts

Offer competitive/discounted accommodation for party/celebration

guests

Offer excellent customer service with staff- friendly, prompt, solve

customer issues and requests, anticipate customer needs, pay

attention, respond to reviews and feedback, make eye contact, smile

and are cheerful

Examples of services: Weddings

Birthdays and celebrations

School and collage proms

University graduation ceremonies

Conferences and training courses

Quiz nights and other competitions

Special food events e.g. curry nights, Christmas

meals, food, beer and wine festivals

Craft fairs and other community events

Special sports events viewing and celebrations,

e.g. national and international rugby games,

world athletic events, etc.

Venue decoration services

Knowledge Organiser: Operational activities of the kitchen (L02: AC2.1)

19

Kitchen entrance. Deliveries

in

Food and equipment storage

area

Food preparatio

n area

Plating-up food

area

Food orders

ready for serving

Food out to

customers in

dining area

MEAL OUT

Dirty dishes, glasses,

china and cutlery back

to the kitchen

Waste food

collection area

Washing up area. Pot wash

Kitchen waste and

recycling collection

area

START OF WORKFLO

W

END OF WORKFLO

W

Workflow and layout of a kitchenLogical layouts are important in a busy kitchen environment. They need to work efficiently and effectively and have a good workflow. There needs to be as little obstruction as possible to maintain a good workflow and minimal risk of cross-contamination by microbes. Here is a diagram to show a workflow of a kitchen:

Key Terms: Covers: customer food orders that are sent to the kitchen. FIFO: first in, first out- using food stocks in rotation. Workflow: the way food passes through the kitchen from

delivery to the dining room. Medium-sized hotel kitchen layout example: Area Operation/ Activity

1.Storage

This section is for storing ingredients andmaterials in suitable conditions oftemperature, humidity and ventilation.Dry area: For storing dried, canned andpackaged foods that do not need to berefrigerated.Cool dry area: For housing freezers andrefrigerators, so that they work efficientlyand are not affected by heat from cookers,grills etc.

2. Preparation

Wet area: For preparing dish, vegetables,meat and cold dishes.Hot dry area: For grilling, roasting, frying,baking and microwaving are carried out.Hot wet area: Steaming, poaching andboiling are carried out here.

3. Serving area (servery)

Where food is presented and plated ready forservice to customers.

4. Dirty areaWhere rubbish, waste food, pot washing anddish/ cutlery washing is carried out andcleaning equipment and materials are stored.

5. Staff area-away from the main kitchen

Where employees change into their workclothes and store their personal belongings,use the toilet and wash their hands.

Operational activities in a kitchenThere are four main operational activities that are carried out in a catering kitchen:1. Receiving and storing deliveries- ingredients, materials, equipment and cleaning chemicals2. Organising and preparing food ready for cooking3. Cooking, presenting and plating food for service to customers4. Cleaning and maintaining kitchen equipment and premises

Design of the kitchen layout will depend on: The size and shape of the space available The type and quantities of food that will be made How much food is prepared from raw ingredients vs

how much is brought in ready prepared The number of customers that are expected in a given

time (in the industry customers’ food orders that aresent to the kitchen are called covers).

20

Knowledge Organiser: Kitchen equipment (LO2: AC2.1)

Measuring jugDeep fat fryer Deli meat slicer Potato rumbler/ peeler

Contact grillFloor stand mixerIndustrial hob

Commercial fridgeBain Marie

Hot lights/ food warmer

Knowledge Organiser: Front of House Operation (L02: AC2.2)

Workflow Diagram for a Front of House at a Restaurant

Operational Activities Front of House

Front of House= All the areas in a restaurant where customers are located (e.g. bar, diningarea, waiting area, cloakrooms and toilets). In a hotel this would also include the receptionarea where guests are checked in and out.

Seat customers at a table. Give them

a menu

Customers enter

restaurant

Take customer order for food and

send to the kitchen

Take customer orders for

drinks from the bar and serve

them

Check customers are happy

during their meal

Serve meal to

customers

Give customers the dessert

menu

Clear the table and take used

plates and cutlery to the

kitchen

Serve desserts

Take orders for desserts and send to

kitchen

Take orders for coffee and

other drinks

Clear the table and take used

plates and cutlery to the

kitchen

Take payment for the meal

Provide customers

with the bill for the meal

Reset the table ready for the next customers

Customers leave the

restaurant

End of workflow

21

Safety and security in the front of house area:

Documentation and Administration for a Catering Kitchen and Front of House:Keeping documents is important for the success of a business and some documents are a legal requirement suchas fire safety certificates, gas certificates and accident reports. Documents should be filed and tidy, signed, easyto read and clearly dated by the relevant member/s of staff. Staff training records Staff health checks, sickness and accident records Staff employment records Food safety documents, e.g. temperature charts for fridge, freezer, cooking, food display and point of sale Environmental Health and Trading Standards legislation Stock (food/materials): orders, supplier accounts, stock control, invoices, delivery notes (e.g. temperature at

delivery/ condition of food and packaging) Control of Substances Hazardous to Health Regulations (COSHH) Financial and budget documentation Customer feedback and information Events management Media and advertising documentation Health and safety documentation and certificates for employees, equipment, infrastructure (water, gas,

electricity, waste disposal, drainage), building, fire safety, security, pest control, insurance

PURPOSE AND ACTIVITY IMPORTANCE TO THE SUCCESS OF THE BUSINESS

ENTRANCE/RECEPTION:To greet customers andguide them to their table.

Critical for first impressions- is the environmenttidy and appealing?

Are menus displayed in the window? Customers should be greeted with a smile and a

warm welcome Do disabled customers have suitable access?

WAITING AREA:To hold and entertaincustomers at busy timeswhilst they wait for atable to become free.

Critical- customers may be irritated at having towait, so the waiting area should be comfortable

It needs to be welcoming to encourage people tostay

Drinks should be offered and menus madeavailable so customers can choose whilst they arewaiting

BAR AREA:For customers to have adrink and socialise beforetheir meal.

Important- the bar seating area should bewelcoming

Should have seating Customers need to feel relaxed as they can have

a social drink before they go to a table

DINING AREA:To serve customers withtheir meal and enablethem to socialise around atable in comfortablesurroundings.

Should be comfortable with no draughts of coldair, no strong smells and fumes coming in fromthe kitchen

Provide enough space for each customer and forwaiting staff to move around

A menu should suit a variety of needs Be a pleasant environment e.g. nice decorations,

comfortable chairs etc. Welcome disabled customers and their guide

dog/assistance dog

CLOAKROOMS/TOILETS:For customers to use tomake their stay morecomfortable.

Important- these areas should be of a highstandard of cleanliness and have disabled access

Employees have to be aware of potential safety and security issues in the front of house area.

SAFETY RISKS SECURITY ISSUES

Fire Trips, slips and falls Injury from, e.g. coffee machine, blender, hot

food Cuts, burns and scalds Heavy stored items falling from shelves or

cupboards.

Theft of personal items from staff area Theft of equipment, e.g. cutlery, glasses etc. Theft of stored ingredients, alcohol and materials Vandalism of premises Arson (deliberately setting a fire) Problems with inebriated (drunk) or aggressive

customers.

Rules to consider for layout/ design of the front of house: There should be space to move around for staff and customers Sufficient fire exits should be clearly signposted and fire exits must not be locked or

blocked Lit candles must be carefully positioned and managed so they do not fall over and

start a fire Lighting should contribute to the atmosphere and should not be too bright or too dim.

Both customers and employees should be able to see easily, e.g. the menu or foodthat is being served. To also prevent trips or falls.

There must be emergency lighting available in the event of a power failure to helppeople vacate the premises safely in case of an emergency or power failure.

Knowledge Organiser: Front of House/Bar Equipment (L02: AC2.2)

Menu, menu and condiment holders- Table settings

Speed Rail for DrinksStraws, measures and Optics

Call Bell

High chairs Tables, lighting, sofas, benches barstools and chairsCoffee Machines and

Pots

Computer ordering and payment terminals

Fire extinguishers, smoke/gas alarms and safety lighting

systemsSignage and First Aid

Bottle openers and corkscrews

Cocktail shakers, tongs for ice and ice buckets

Crockery, cups and saucers, mugs, tablecloths, cutlery and napkins (paper

or fabric)

Table numbers and signs

Serving Trays

Glassware and hangers

Cutlery Tray

Cake Stands with Patisserie Domes

Meal Trays

Sizzle Platters

Individual oven to table dishes and chip baskets

Rolling top Chafing dish

Serving Boards

Order Pads and Pens

Rope Barriers

Chalk boards, chalk pens, specials boards, signs and

menu posters

Juicers

Dumbwaiter Storage Unit

Serving Tongs

Serving Jugs

Parasol and Outside DiningCandles, candle holders

and lighters

Mobile Servery- Hot cupboard and Bain Marie

Electric Heated Cabinet

Refrigerated salad buffet counter

POS- Point of Sale Machines

Good quality front of house equipment is essential for thepresentation, serving and eating of food in a restaurant. The equipmentthat is needed is divided into seven groups:1. Table Top2. Food Service3. Waiting at table4. Customer seating5. Organisation6. First aid and safety7. Bar area

22

KNOWLEDGE ORGANISER- STOCK CONTROL & MANAGEMENT (LO2: AC2.1)

What is stock control/management?Stock management involves creating a balance between meeting customers’ needswhilst at the same time minimising waste. Stock control is a term used to describethe measures taken to ensure that food is not kept beyond its shelf life. Considerspecial deals or holiday periods such as Christmas. It’s important to know whenbusiest time is in order to purchase in more/enough food items.

Why is stock control important?

Accurate forecasting of demand so thatproducts do not have to be thrownaway as often. This saves theestablishment money and helps secureprofits. When creating a new menu it iscritical to know how each menu item ismade up. This is can be done in yourStock Management system or if youdon't have one then you can use asimple spreadsheet to calculate it.

Stock Control Measures High risk foods prepared on the premises and then stored for later use should be

labelled with an appropriate ‘use by’ date Stock should be rotated on a first-in-first-out basis (FIFO) and damaged stock

removed from the main storage area. Dried food should be stored in large waterproof containers and should not be

topped up with new stock. Ensure that the existing food is used first- FIFO (First In First Out rule).

Keep food that can cause allergic reaction separate from other foods. It is vital not to lose the product description and traceability following unpacking, decanting and storage.

Incoming food should not be accepted if the packaging is seriously damaged exposing the product to the risk of contamination or if the food is obviously contaminated.

Incoming food must not be accepted if the ‘use by’ date has expired. In terms of good practice, you may also wish to consider rejecting stock beyond its

‘best before’ date. Stored food must not be used if the ‘use by’ date has expired. High risk food which has been removed from its packaging should be re-labelled

with a new suitable ‘use by’ date, based on manufacturer’s instructions.

How does this link to HACCP?Food being stored, defrosted, held hot, displayed or transported must be protected from contamination. This may be achieved by theuse of suitable containers or packaging. Food on display should be protected as far as possible, e.g., by the use of sneeze guardsand/or covers.HACCP is: Hazard Analysis Critical Control PointsThere are three main types of food safety hazards/ contaminants: Microbiological - involving harmful bacteria, e.g. from sneezing, coughing etc. Chemical - involving chemical contamination, e.g. from cleaning products etc. Physical - involving objects getting into food, e.g. plaster, hair, fingernail etc.

HACCP involves: Looking closely at what you do in your business what could go wrong and what risks there are to food safety.Identifying any critical control points the areas a business needs to focus on to ensure those risks are removed or reduced to safelevels. Deciding what action you need to take if something goes wrong. Making sure that your procedures are being followed and areworking. Keeping records to show your procedures are working. It is important to have food safety management procedures that areappropriate for businesses.

Depending on the stock it can be checked at different times:

Continuous or cycle counting

Periodically

Seasonally

Annually

23

Stock Controllers Duties:

Keep lists of current prices of stock items

Orders ingredients, materials and equipment

Keeps stock tidy, organised and clean

Puts pest control procedures in place

Keeps a stock ledger (sometimes called a stock book or inventory)

Use bin cards for individual stock items. Bin cards are attached to stockitems and show how much of each has been received (and when), howmuch has been used (when and by which department) and how much isleft in stock.

Checking all orders and deliveries from suppliers and keep all invoices,receipts, delivery notes, emails and supplier statements in a well-organisedfiling system

Make sure there is enough stock available

Prepare and send out order for stock from each department on time

Materials, equipment and stock:Cleaning, maintenance, food, drink, first aid, securityand safety, waste disposal, food preparation, cutlery,crockery, glasses, napkins etc.

Knowledge Organiser: Meeting Customer Requirements (LO2:AC2.3)

Customer Rights and Equality:

Leisure Requirements

Key Terms: Customer need: starts the relationship between a customer and a business Customer requirements and expectations: factors that decide whether or not a customer is satisfied with the service they receive Market research: ways of finding out what customers' needs, requirements and expectations are, e.g. surveys, feedback Corporation: is a large business run by a group of people. A business is smaller and is usually run by a smaller number of people.

Essential: The bare minimum that a customer

would require and expect; e.g. a range of menuchoice and toilet facilities in a restaurant;

and increasingly, Internet availability.

Desirable: Things that customers would find

desirable, and will be very happy with ifplenty of these were offered, e.g. a variety ofhome-made bread rolls to go with their meal; arange of toiletries in the bathroom of theirhotel room.

Extras: That customers do not expect but are

delighted to receive, e.g. a complementarybottle of wine with their next meal; vouchersfor a free meal next time.

Consumer Rights Act (2015)Products that have been bought have to: Be of satisfactory quality Be fit for purpose Match the description that

has been given Be installed correctly.Services that have been paid for must be: Carried out with reasonable

care and skill Completed for a reasonable

price Completed with a reasonable

time and according to what was agreed between the provider and the customer.

Equality Act (2010) Combines many

previous pieces of legislation

Protects the rights of individuals

Promotes equal opportunity for all people regardless of age, race, religion, disability, sexual orientation, gender

Promotes a fair and more equal society

Protects people from unfair treatment.

The Consumer Protection Act (1987) Prohibits the manufacture and supply

of unsafe products Manufacturers must put certain

information on products, e.g. health and safety messages

Prohibits misleading prices being put on products and services.

Trade Descriptions Act (1968)Illegal to mislead customers byincorrectly describing or makingfalse statements about products,services, facilities oraccommodation.

Leisure includes activities such as: Sports Holidays Tourism Outdoor pursuitsThe Hospitality and Catering industry is amajor part of the leisure industry as itprovides food, drink and accommodation, whichare three essential customer requirements andexpectations. To meet these requirements andexpectations, business and their employeesneed to: Have a detailed and reliable knowledge of

their products and services so they canadvertise and answer customer questionsabout choices, prices and availability,suitable alternatives, special requirements(e.g. for disabled customers), health,safety and security.

Be professional, positive, helpful, politeand be customer-centred. So that customersfeel that their needs are being met.

CONSISTENCY: Standard/quality of service.

AVAILABILITY: Opening hours to suit different groups of people.

ENVIRONMENT: Comfortable, warm and friendly.

ACCESSIBILITY:For all customers, especially disabled customers with assistance dogs.

CUSTOMER SERVICE:Welcoming staff, polite, helpful, efficient and quick service.

INGREDIENTS AND MATERIALS:Availability of food, en suite facilities, bed and bedding.

CUSTOMER QUALITY REQUIREMENTS

Local ResidentsHospitality and catering businesses often located in or near residential areas incities, towns and villages. Many will employ local people and therefore contribute tothe local economy. Businesses need to make sure that they build and maintain goodrelationships with local residents, by:

Preventing noise levels from customers, music and cars from becoming a nuisance, especially late in the evening. Providing parking for customers to prevent traffic congestion in local streets. Employing security officers and installing closed circuit camera to maintain order and monitor the local area. Offering reasonable prices for hosting local events such as fetes, school proms and festivals.

Business/corporate events:Businesses and corporation use the Hospitality and Catering industry for events and they meet requirements by: Staff training, meetings and conferences- provide conference

rooms, IT and equipment as well as meals/ buffets and drinks. Exhibitions and trade shows- temporary cafes, VIP areas with

refreshments and meals. Award ceremonies- stage, meals/buffet, drinks, IT facilities

and equipment. Team building and events- activities provided e.g. wine

tasting, cooking demonstrations and team building activities involving food.

24

KNOWLEDGE ORGANISER-DIFFERENT TYPES OF DIETS/CUSTOMER NEEDS (LO2: AC2.3)VegetarianismA vegetarian diet is seen as healthy due tothe amount of fresh fruit and vegetables thatpeople would eat due to only eating fruit andvegetable. This can mean that although allthe vitamins and minerals a lack of proteincan occur so often vegetarians will eatbeans, lentils, peas, nuts and wholegraincereals to compensate for this.

The reasons why people decide on avegetarian diet is varied. These include:• Strong feelings about the way animals are

kept and slaughtered.• Land can grow more food to feed more

people with growing crops and vegetablestan dairy and meat farming.

• Food poisoning is nearly always related toeating of meat or fish

• It can be healthier, by being lower in fatand cholesterol and also high in fibrewhich helps digestive system.

There are different types of vegetarianism:Lacto-ovo vegetarianism they do not eachthe flesh of an animal but they do eat eggs,milk and cheese.

Demi or semi-vegetarianism they eat mainlya vegetarian diet, no red meat but often eatpoultry and fish.

VeganVeganism is a way of living which seeks toexclude all forms of exploitation of, andcruelty to, animals for food, clothing or anyother purpose. This means it is a plant-baseddiet avoiding all animal foods such as meat(including fish, shellfish and insects), dairy,eggs and honey - as well as products likeleather and any tested on animals.

Religious and EthnicJewish do not eat pork, bacon, or ham as well as shellfish oreels. . Jewish also do not eat meat and milk together orcooked together for example in a Lasagne. Milk and meatproducts are also only eaten at breakfast time. They only eatkosher meat that has been prepared within Jewishguidelines.

Muslim religion also don’t eat pork as they believe it isunclean. Meat has to be slaughtered in a special way andthis is called Halal. They also do not eat shellfish or drinkalcohol.

Hindus do not eat beef as they regard the cow as a holyanimal. Many are vegan. Some eat lamb, poultry and fish.

Rastafarians only eat fresh food no processed foods (foodsnot produced in a factory). They also do not eat pork, eels ordrink alcohol tea or coffee.

By law all restaurants in the UK have to have at least onevegetarian or vegan dish on the menu so that all diets arecovered.

Mediterranean DietsPeople in the Mediterranean regions like Spain have livedlong and healthy lives and often do not suffer from dietaryrelated diseases. They eat a high amount of plant based,fibrous foods combined with pasta and beans. They also eata lot of poultry and fish and moderate the amount of redmeat and processed food they consume.

Asian DietsSimilar to Mediterranean diets they also suffer form lessdietary related diseases. This is generally because most ofthe calories that they intake from plant based foods andstaple foods especially rice. Meat is only ever eaten in smallquantities.

DIETS DUE TO ILLNESSES AND INTOLERANCES

Medical DietsDiabetes means that people can find it difficult to control the blood sugar levels . This means that theirdiet must consist of starchy food at regular intervals throughout the day.

Obesity, high blood pressure and heart attracts are on the rise and this has led to many different diets.

Low fat diets means that they should avoid cheese, bacon, butter, margarine and foods that are fried orroasted in fat.

Low salt diets means that you should avoid processed and smoked foods along with foods containingmonosodium glutamate.

AllergiesNut allergy, if you have this allergy they must not only avoid nuts but cooking oils and margarines thatcontain nuts. All foods that contain any nuts must be labelled. You can be allergic to tree nuts such aswalnuts, hazelnuts, cashew nuts or peanuts which grow in the ground. Some people are allergic to both.

Lactose intolerance means that they must avoid milk, cheese, butter, yogurt and they must check anylabels to make sure that they do not contain any milk products.

Gluten intolerance this can also be called coeliac disease and this means that you must avoid wheat. Thiscan be found in flour, bran, pasta, noodles, semolina, bread, pastry. Often sauces are thickened with flourand all cereals can also effect these people. Even malt drinks and beers include wheat as this is often theoriginal source of the product. They can eat rice and potatoes and also corn products.

25

Dietary Requirements:Customer dietary requirements include:• Nutritional information about the dishes that they

choose- available on menus and/or online.• Food allergy and intolerance information clearly

stated alongside menu choices.• Suitability of menu choices for particular dietary

needs, e.g. vegetarian, vegan, dairy free, low salt,gluten free, low sugar etc.

Employees must be fully trained to answer customerquestions about the food served. Providers need toensure that their food operation activities avoidpotentially dangerous issues such as a contamination offood by known allergens or the inclusion of a smallamount of ingredients that can cause intolerance.

Knowledge Organiser- Food Safety Legislation (LO3: AC3.3 LO4: AC4.3)

Food Safety ActThis covers:1. Food quality2. Food safety3. Food composition.4. Food labelling and advertising.

UNDER THE FOOD SAFETY ACT ENVIRONMENTALHEALTH OFFICERS (EHO’S) CAN:• close dirty premises immediately• impose fine of £20,000 or six months

imprisonment• take legal action for manslaughterNote: All premises must be registered with the localauthority and can be inspected at any time by anEHO.

HAZARD ANALYSIS CRITICAL CONTROL POINTS (HACCP)• Purchase of food- buy from reputable

suppliers• Receipt of food- checking deliveries-

temperature and quality points• Storage of food- remember dry,

chilled and frozen• Preparation of food- to avoid cross

contamination (4C’s)• Cooking of food- cooking to the

correct temperature out of the DANGER ZONE above 75˚C.

• Cooling- cool through the DANGER ZONE as quickly as possible (5 ˚C -63 ˚C)

• Hot-holding- above 63 ˚C• Reheating- NOT for high-risk groups

(above 72˚C for two minutes)• Chilled storage- between 1˚C -5˚C• Serving- obey the four-hour rule for

cold food and two hour rule for hot food.

FOOD HYGIENE REGULATIONS- These areto prevent outbreaks of food poisoning.There are three main areas-1. Food premises- clean, maintained,

hot and cold water available, goodtoilet facilities, clothing lockers, firstaid, fire prevention, equipment ingood condition, adequate storagefacilities and good ventilation.

2. Personal hygiene- correct footwear,uniform, headwear, good personalhabits, good health and cleanliness.

3. Hygienic practices- food storedcorrectly, waste disposed ofhygienically, good cleaningschedules, no animals in food areasetc.

HEALTH AND SAFETY AT WORK ACT (1974)This covers all aspects of health and safety ofemployees.*Employers must provide safe working areas (thisincludes machinery, tools, adequate working space,good temperature control (i.e. ventilation andheating), supervision, instruction, and training ofstaff, cleaning, first aid clothing etc.*Employees must also take care of their own healthand safety, not endanger others and not misusepremises or equipment.

WHAT IS A RISK ASSESSMENT?It is a summary of what (in your place of work) couldcause harm to people. It is carried out in the followingway:1. Identify risks or hazards2. Decide who might be harmed and how3. Evaluate risks and decide on the precautions that

need to be taken.4. Put into practice the precautions.5. Review the risk assessment and update regularly.

26

COSHH= CONTROL OF SUBSTANCES HAZARDOUS TO HEALTH (2002 Regulations)Substances can take many forms and include:•Chemicals•Products containing chemicals•Fumes•Dusts•Vapours•Mists•Nanotechnology•Gases and asphyxiating gases and biological agents (germs). If the packaging has any of the hazard symbols then it is classed as A hazardous substance.•Germs that cause diseases such as leptospirosis or legionnaires disease and germs used in laboratories.

RIDDOR (2013)Reporting

Injuries

Diseases

Dangerous

Occurrences

Regulations

These Regulations requireemployers, the self-employedand those in control ofpremises to report specifiedworkplace incidents.

PPE stands for Personal ProtectiveEquipment. PPE means any device orappliance designed to be worn or held byan individual for protection against one ormore health and safety hazards.

Knowledge Organiser: Risks and Control Measures for Personal Safety in Hospitality and Catering(LO3: AC3.1 and AC3.3)

PPER: Personal Protective Equipment atwork Regulations (1992). Seeks toensure that where risks cannot becontrolled by other means PPE shouldbe correctly identified and put into use.

27

Knowledge Organiser: Personal Safety Responsibilities in the Workplace (L03: AC3.1)

Manual Handling Operations Regulations 1992 (as amended) (MHOR)

The Regulations define manual handling as:

"...any transporting or supporting of a load (including the lifting, putting down, pushing, pulling, carrying or moving

thereof) by hand or bodily force".

The load can be an object, person or animal.

The MHOR 1992 set out a clear ranking of measures for dealing with risks from manual handling, these are:

1. Avoid hazardous manual handling operations so far as is reasonably practicable;

2. Assess any hazardous manual handling operations that cannot be avoided; and

3. Reduce the risk of injury so far as is reasonably practicable.

What an employer must do by law: What you must do as an employee:

• Avoid risky manual handling operations if at all

possible.

• Attend training sessions on how to lift

and handle loads.

• Assess any handling operations that cannot be

avoided.

• Be aware of your own strengths and

weaknesses.

• Reduce the risk of injury as far as possible, e.g. by

using mechanical handling equipment such as

wheeled furniture transporters or trolleys.

• ‘Think before you lift.

• Store heavy equipment, e.g. food mixer, so that it

is easily accessible, e.g. on a worktop or on a low

shelf in a cupboard or storeroom.

• Do not take unnecessary risks.

• Ask for help if you need it.

• Assess the load before you attempt to lift

or move it- Is it hot, cold, sharp, hard to

grip, heavy, likely to become unbalanced

if moved?

• Follow the advice on lifting heavy and

large objects.28

Knowledge Organiser: Risks

and Control Measures (LO3:

AC3.1, AC3:2 and AC3.3)

29

Key Terms:

o Control measure: a way of reducing the risk of a hazard causing harm.

o Hazard: something that causes harm.

o Risk: how likely it is that someone will be harmed by a hazard.

o Risk assessment: a way of identifying risks in activities (e.g. carrying a heavy

saucepan), situations (e.g. how easy it is to escape from a building in an emergency)

or when using objects (e.g. a piece of kitchen equipment).

o Gauntlets: gloves with extensions that cover the arm up to the elbow

By law an employer must:

o Provide employees with appropriate PPE where it is

needed

o Train employees so they understand the

importance of PPE

o Put up signs to remind employees to wear PPE

o Ensure that employees wear the PPE at all times

when they are working in an area with health and

safety risks

o Make sure PPE is good quality and is maintained

properlyPersonal Protective

Equipment (PPE) at Work

Regulations (PPER)An employee must:

o Attend training sessions on the importance of

and how to wear PPE

o Wear PPE if instructed to by your employer,

e.g.:

• Wear a chef/cooks uniform to protect

the body/arms from heat

• Gloves and protective clothing when

working in a freezer or handing

frozen/chilled foods

• A mask to protect the lungs when

working with, e.g. flour, icing sugar,

powdered nuts

• Protective footwear, mask and gloves

when using cleaning chemicals

• Chain mail (metal) gauntlets when

using sharp knives in a butchery

• Reinforced and closed kitchen clogs or

shoes to protect the feet from being

injured by falling heavy objects or hot

liquid spillage

PPE protects different parts of the

body including:

o Masks: to prevent breathing in

contaminated air into the lungs

o Hard hats and reinforced shoes

to protect head and feet from

falling objects

o Goggles/ eye shields to prevent

the eyes being splashed with

chemicals or injured by particles

in the air

o Thick/ protective clothing to

prevent skin contact with heat,

extreme cold or corrosive

chemicals

PPE protects different parts of the body including:

o Masks: to prevent breathing in contaminated air into the

lungs

o Hard hats and reinforced shoes to protect head and feet

from falling objects

o Goggles/ eye shields to prevent the eyes being splashed

with chemicals or injured by particles in the air

o Thick/ protective clothing to prevent skin contact with

heat, extreme cold or corrosive chemicals

Knowledge Organiser: Risks and

Control Measures (LO3: AC3.1,

AC3:2 and AC3.3)

30

Control

measures

for

suppliers

(back of

house)

Control Measures suppliers:

Management should:

o Train employees how to lift and

carry heavy objects correctly

o Provide equipment, e.g. trolleys, to

assist moving equipment and

materials

o Make sure all areas are well lit, free

from obstructions, floors are in good

condition and steps/stairs are clearly

marked and have handrails

o Emergency exits are working

properly and are clear of any

obstructions

o Check the identity of callers to the

kitchen e.g. suppliers

o Lock away their personal belongings

in a secure place Risks for suppliers

(High to medium level of risk)

Health risks:

o Muscle strain and back

problems from lifting, carrying

and storing heavy items.

Risks for suppliers

(Medium level of risk)

Safety risks:

o Trips, slips, falls

o Fire or other emergency

Risks for suppliers

(Low level of risk)

Security risks:

o Possible attempted

theft of property

Types of risks for

suppliers (back of

house)

Control Measures Customers:

Management should:

o Use Hazards, Analysis, Critical,

Control, Points (HACCP)

o Provide detailed information on

ingredients in dishes on menus,

so customers with food

allergies/ intolerances can make

appropriate choices

o All customer areas should be

well lit, free from obstructions,

floors are in good condition and

steps/stairs are clearly marked

and have handrails

o Ensure all emergency exits are

clearly signposted, working

properly and clear of any

obstructions that would stop

people from being able to get

out in an emergency

o Make sure that customer

payment transactions are

carried out in front of the

customer

o Provide customers with a secure

place to leave their belongings

e.g. a secure cloakroom, digital

safe in hotel rooms.

Risks for customers

(Low to medium level of risk)

Health risks:

o Food poisoning

o Illness due to food allergies

Risks for customers

(Low level of risk)

Security risks:

o Possible attempted theft of personal

belongings

o Credit card fraud

o Accessing customers’ personal details and

data, e.g. date of birth, address, bank

cards and account information, passport

information

Risks for customers

(Low to medium level of risk)

Safety risks:

o Trips, slips, falls

o Fire or other emergency

Control

measures

for

customers

Types of risks for customers

31

Risks Front of house

Front of house risks

(Medium to high level of risk)

Health hazards and risks for

employees:

o Muscle strain and back problems

from lifting

o Long working hours leading to

fatigue and increased risk of injury

o Stress leading to high blood

pressure, headaches, poor eating

habits and days off sic

o Bullying from other employees

Front of house Control measures

Employers should:

o Limit the amount of repetitive work and

standing for long periods of time that

employees have to do- arrange a staff rota so

that they change job roles

o Encourage a positive culture in the workplace

o Encourage employees to report problems with

work demand, shift patterns and rotas

o Have policies and procedures in place to deal

with workplace bullying and harassment

o Encourage employees to report workplace

stress problems and incidents and use

counselling and support services

o Make sure all areas are well lit, free from

obstructions and that floors are in good

condition

o Provide equipment e.g. ladders, to enable

employees to access equipment safely

o Train employees to use all equipment

correctly

o Ensure that all electrical wiring and equipment

is in good working order and regularly safety

tested by a qualified electrician

o Install electrical safety switches and sufficient

electrical sockets to avoid overloading

electrical circuits

o Avoid having electrical equipment near water

sources and wet areas

o Put up appropriate warning and safety signs

o Ensure all emergency exits are working

properly and clear of any obstructions that

would stop people from being able to get out

in an emergency

Knowledge Organiser: Risks and Control Measures (LO3: AC3.1, AC3:2

and AC3.3)

Front of house risks

(Low to medium level of

risk)

Security risks:

o Physically and verbally

aggressive customers

o Potential intruders into

the hospitality and

catering establishment.

o Theft of personal

belongings

Control measures

employers Front

of house

Front of house risks

(Medium to high level of

risk)

Safety:

o Slips, trip, falls

o Burns and scales from

coffee machines

o Electric shocks

Control measures employees Front of house

Front of house Control measures

Employees should:

o Employ security staff and enable other staff to contact them quickly from any part of the building

o Install closed circuit television (CCTV)

o Install security lighting outside the building, especially in quiet areas e.g. where bins are located neat the back

of the entrance to the kitchen

o Provide staff with security passes to enter the building and secure places to store their personal belongings

when they are working

o Make sure they lock up their personal belongings in a secure place when working

o Report potential intruders to security staff

o Wear non-slip shoes

o Wipe up any spills when they happen

o Make sure items are put away and drawers and doors are closed

o Avoid obstructing passageways

Knowledge OrganiserKnow how food can cause ill health (LO4: AC4.1, AC4.4 and AC4.5)

Bacteria are the most common form of food poisoning.Symptoms of food poisoning include:• Vomiting• Diarrhoea• Stomach cramps• A high temperature of 38°C or above• Feeling generally unwell – such as feeling tired or having aches and chillThere are visible symptoms (ones you can see) and non-visible symptoms of food poisoning (ones you cannot see but feel).

Bacteria prefer foods that are high in protein.These are known as high risk foodsHigh risk foods include:• Meat and poultry• Eggs• Fish• Mayonnaise• Dairy products

Causes of food poisoning:• Cross contamination- cooked and raw foods coming into contact.

• Blood juices- from raw food dripping onto cooked food- incorrectstorage of food.

• Bacteria being transferred from one food to another on hands, toolsand equipment. Incorrect cleaning.

The main microorganisms are:• Yeast- these can be good and bad. These are single-celled fungi found in the air and will settle on sweet

foods . They can grow and spoil foods. They ferment and turn sugars into CO2 gas and alcohol. • Bacteria- most are not dangerous but pathogens are. Found in water, soil, air and rubbish.• Moulds- Tiny fungi that can grow and multiply on food and make it spoil and unfit to eat. You can see them

growing on food and the waste products produced by mould contains toxins that can make you ill. Waste products can stay on food even if the mould you see is cut off.

Bacteria needs the following conditions to grow:• Food• Warmth • Moisture• Time

Organism- Pathogens Onset Time After

Ingesting

Signs & Symptoms Duration of

symptoms

Food Sources

Bacillus cereus 10-16 hrs Abdominal cramps, watery diarrhoea,

nausea

24-48 hours Meats, stews, gravies, vanilla sauce

Campylobacter jejuni 2-5 days Diarrhoea, cramps, fever, and vomiting;

diarrhoea may be bloody

2-10 days Raw and undercooked poultry,

unpasteurized milk, contaminated

water.

Clostridium

perfringens

8–16 hours Intense abdominal cramps, watery

diarrhoea.

Usually 24

hours

Meats, poultry, gravy, dried or

precooked foods, time and/or

temperature-abused foods.

E. coli

(Escherichia coli)

producing toxin

1-3 days Watery diarrhoea, abdominal cramps,

some vomiting.

3-7 or more

days

Water or food contaminated with

human faeces.

E. coli O157:H7 1-8 days Severe (often bloody) diarrhoea, abdominal

pain and vomiting. Usually, little or no fever

is present. More common in children 4

years or younger. Can lead to kidney

failure.

5-10 days Undercooked beef (especially

hamburger), unpasteurized milk and

juice, raw fruits and vegetables (e.g.

sprouts), and contaminated water.

Listeria

monocytogenes

9-48 hrs for gastro-

intestinal symptoms, 2-6

weeks for invasive

disease

Fever, muscle aches, and nausea or

diarrhoea. Pregnant women may have mild

flu-like illness, and infection can lead to

premature delivery or stillbirth. The elderly

or immunocompromised patients may

develop bacteraemia or meningitis.

Variable Unpasteurized milk, soft cheeses made

with unpasteurized milk, ready-to-eat

deli meats.

Salmonella 6-48 hours Diarrhoea, fever, abdominal cramps,

vomiting

4-7 days Eggs, poultry, meat, unpasteurised milk

or juice, cheese, contaminated raw

fruits and vegetables.

Staphylococcus

aureus

1-6 hours Sudden onset of severe nausea and

vomiting. Abdominal cramps. Diarrhoea

and fever may be present.

24-48 hours Unrefrigerated or improperly

refrigerated meats, potato and egg

salads, cream pastries.

Key Terms:Germinate: When a seed or spore starts to grow and develop.Spores: The name for the ‘seeds’ which moulds send out so they can spread to other foods.Pathogens: These are contaminants and harmful bacteria. These pathogens cause food poisoning. Serious food poisoning can kill.

Knowledge Organiser: Food Hygiene and Safety (LO4: AC4.1, AC4.4 and AC4.5)

COLOUR CODED TO AVOID CROSS-CONTAMINATION CORRECT FRIDGE STORAGE

PREVENTION OF FOOD POISONING

Preparing food hygienically: Use different utensils, plates and chopping boards for raw and cooked food. Wash utensils, plates and chopping boards for raw and cooked food thoroughly between

tasks. Make sure you do not wash raw meat. Wash your hands after touching raw food and before you handle ready-to-eat food.

Storing food effectively: Cover raw food, including meat, and keeping it separate

from ready-to-eat food. Use any dish that has a lip to prevent spillages. Store covered raw meat, poultry, fish and shellfish on

the bottom shelf of your fridge. Use different utensils, plates and chopping boards for

raw and cooked food.

COOKING & STORAGE TEMPERATURES

ENVIRONMENTAL HEALTH OFFICER: ROLES

&RESPONSIBILITIES

Carrying out routine or unplanned visits and inspections to ensureCompliance with health and safety legislation and taking action

to improve conditions.

Providing advice and assistance to householders and businesses.

Investigating complaints from the general public.

Taking photos, producing drawings, removing samples and conducting interviews as part of the inspection process.

Advising on health and safety issues in relation to new buildings and developments.

Carrying out food hygiene and food standards inspections. Checking the equipment used for food preparation, cooking and storing food to

make sure it is clean and working properly. Use-by and best before dates on foods to make sure they have not expired.

Investigating accidents at work and complaints aboutpoor standards of health and safety, as well as identifying areas

of negligence.

Investigating outbreaks of infectious disease and preventing it spreading any further.

Taking enforcement action, initiating legal proceedings, preparing and giving evidence in court.

Giving talks at public enquiries, meetings and exhibitions, as well as ensuring compliance through education, advice and enforcement.

Taking water samples to maintain and improve standards in public swimming and bathing areas as well as private water supplies.

Monitoring radiation activity, taking action when safety levels have been exceeded.

Advising on planning and licensing applications. Issuing licenses for food providers.

If the EHO finds a problem with an establishment, by law they can: Take food that they suspect is a food safety hazard away so it cannot be sold. Give the owners a set time to make improvements by and come back to check. Close a premises and stop them selling food if there is a high risk of food poisoning- emergency hygiene

prohibition notice . Give evidence in court of law if the owners of the business are prosecuted for breaking the law. This can

result in a large fine, a ban on the owner working in the food industry, a criminal record, or a prisonsentence in very serious cases.

Knowledge Organiser LO4: AC4.2

Checks for evidence of pests/pest control, food waste systems, paperwork and personal hygiene standards of staff.

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