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Date : Topic : Food and Beverage Service

Pre-knowledge : : Serving family meals Learning Outcome 4 : Food and Beverage Service
The learner is able to understand and apply principles of planning,
organising, problem solving and evaluation as related to self and to
practices and systems of food and beverage service and customer care.

Assessment Standards 10. 4.2

Knowledge : Customer Relations and Customer Service Identify and apply correct food storage practices and procedures to
meet specified hygiene principles.

Integration with other LOs in Hospitality Studies:

Skills : Communication, report writing, reading and writing skills LO 3

Integration with other subjects: FAL, Tourism

Values : Friendliness, respect

Indigenous knowledge systems : Basic up-bringing which is

influenced by culture
Content: Customer Relations Teacher activities Learner activities Resources Assessment Time
and Customer Service (Highlight teaching (indicate homework) /LTSM strategies
10.4.2 methods ) What : (SKVs )
Who :
Form :
Basic Principles of Customer - educator divides learners into - learners share their LPG Who: Peer 4 Hours
Relations with sensitivity for groups and asks them to ideas in a group Text books Educator
diversity e.g race, gender, age, discuss what they think a discussion and report
disability, dealing with children, restaurant/hotel needs to do to back while educator Form:
people with special needs and ensure customer satisfaction facilitates discussion. Homework
cultural differences ( expected ideas ) :
Customers expect : - home work : read Tool: Memo
o to be treated in a professional From various Rubric
manner. textbooks and Observation
o to be treated with respect and summarize basic sheet
friendliness principles of customer
o to receive prompt and relation.
efficient service
o to enjoy a well prepared and -
and tasty meal in comfortable
o to have well trained, well
presented and helpful staff.
o staff to assist guest with their
luggage on arrival and
May also include factors like food,
dcor, equipment etc.

-- highlights ways of dealing with

dissatisfied customers such as take
complaints seriously and listen
respectfully, apologise where
necessary, if the complaint is
serious, speak to the manager
perhaps the customer may be
offered something in compensation
- gives the importance of dealing
with dissatisfied customers -take notes
- briefly explains different
customer needs with sensitivity for
- Basic principles of customer -learners can role play
service - explains basic principles of some of these tasks.
customer service such as meeting
customer needs , anticipating
customers requests ( for excellent
customer service the educator is
expected to list tasks in the order
they happen ,starting with the
moment the guests arrive and ending
with when they depart such as
o greeting customers as they
o seating customers at the
correct table
o handing out the menus (and
wine list)
o explaining any daily
specials on the menu
o taking the order
o serving each course after
setting the correct cutlery
o handing out dessert menus
o taking drink, wine orders as
well as presenting wine
o clearing the plates once
everyone at the table has
finished each course
o serving coffee on request
o presenting the bill
o processing the bill
o greeting the customers as
they exit.

Expanded Opportunities : Learners visit a local institution to observe how restaurant or hotel staff implement principles of customer relations
and customer service.

Reflection : Learners ability to apply the basic principles of customer relations while providing an excellent food and beverage service

Date completed: Teachers Signature: .

HODs Signature: .. Date: ..