Promote Food and Beverages Products

COMPETENCY - BASED
LEARNING MATERIAL
Sector
TOURISM
Qualification Title
FOOD & BEVERAGE SERVICES NCII

Unit of Competency
PROMOTE FOOD AND BEVERAGE

PRODUCTS
Module Title
PROMOTING FOOD & BEVERAGE PRODUCTS

ii Date Developed: Document No. FBSNCII - 001
CBLM May 2015 Issued by:
Food and Beverage Services NCII Date Revised:
“Promote food and beverage products” Developed by:

REVISION # OI
HOW TO USE THIS COMPETENCY BASED LEARNING MATERIAL
Welcome to the module in FOOD AND BEVERAGE SERVICES NCII

QUALIFICATION. This module contains training materials and activities for you to
complete.
The unit of competency “PROMOTE FOOD & BEVERAGE PRODUCTS”

contains knowledge, skills and attitude required for TRAINEES.
You are required to go through, a series of learning activities in order to

complete each learning outcome of the module. In each learning outcome are
Information Sheet, Self-Checks, Task Sheets and Job Sheets. Then follow these
activities on your own. If you have questions, don’t hesitate to ask your facilitator for
assistance.
The goal of this course is the development of practical skills in supervising

work-based training. Tools in planning, monitoring and evaluation of work-based
training shall be prepared during the workshop to support in the implementation of the
training program.
This module is prepared to help you achieve the required competency, in

“FOOD AND BEVERAGE SERVICE NCII”.
This will be the source of information for you to acquire knowledge and skills in
this particular competency independently and at your own pace, with minimum
supervision or help from your facilitator.
Remember to:
 Work through all the information and complete the activities in each section.
 Read information sheets and complete the self-check. Answer keys are
included in this package to allow immediate feedback. Answering the self-
check will help you acquire the knowledge content of this competency.
 Perform the task sheets and job sheets until you are confident that your output
conforms to the performance criteria checklist that follows the sheets.
 Submit outputs of the task sheets and job sheets to your facilitator for
evaluation and recording in the Accomplishment Chart. Outputs shall serve as
your portfolio during the institutional competency evaluation.
A certificate of achievement will be awarded to you after passing the evaluation.

You must pass the institutional competency evaluation for this competency before
moving to another competency.
3 Date Developed: Document No. FBSNCII - 001


REVISION # OI
FOOD AND BEVERAGE SERVICES NCII
320 Hours
Contents of this Competency – Based Learning Materials
No. Unit of Competency Module Title Code
1 Prepare the Dining Preparing the dining TRS512387

Room/Restaurant Area for room/restaurant area for
Service service
2 Welcome guests and take Welcoming guests and take TRS512388

food and beverage orders food and beverage orders
3 Promote food and Promoting food and TRS512389

beverages products beverages products
4 Provide food and beverage Providing food and TRS512390

services to guests beverage services to guests
5 Provide room service Providing room service TRS512391
6 Receive and handle guests Receiving and handle TRS512392

concerns guests concerns


REVISION # OI
MODULE CONTENT
Qualification : FOOD & BEVERAGE SERVICES NCII
Unit of Competency : PROMOTE FOOD AND BEVERAGE

PRODUCTS
Module Title : Promoting Food And Beverage Products
MODULE DESCRIPTOR:
This unit deals with the knowledge and skills required in providing
advice to customers on food and beverage products in foodservice
enterprises.
NOMINAL DURATION: 50 Hours
LEARNING OUTCOMES:
At the end of this module you MUST be able to:
LO1 Know the product

LO2 Undertake Suggestive Selling
LO3 Carry out upselling strategies


REVISION # OI
Learning Outcome # 1 Know the product
CONTENT:
1. Menu familiarization
2. Types of Menus
3. Food pairing
4. Beverage pairing
5. Suggestive selling techniques and principles
6. Upselling techniques
7. Food allergens
ASSESSMENT CRITERIA:
1. Names and pronunciations of dishes in the menu are mastered.

2. Ingredients of dishes are memorized.
3. Sauces and accompaniments are known by heart.
4. Descriptions and of every item in the menu are studied.
5. Common food allergens are mastered to prevent serious health
consequences.
CONDITIONS:
Student/ trainee must be provided with the following:
Food Information
 Cooking method
 Serving portions
 Tastes and flavors
 Ingredients including food allergens
 Cooking time
 Side dishes
METHODOLOGY ASSESSMENT METHOD:
Modular (self-paced) Interview (oral/ questionnaire)

Electronic learning Observation
Industry Immersion Demonstration of Practical Skills

REVISION # OI
Film viewing Written examination
Demonstration
Discussion
Learning Experiences / Activities
Learning Outcome # 1
KNOW THE PRODUCT

Learning Activities Special Instructions
Read: Information Sheet 3.1-1 This Learning Outcome deals with the development
of the Institutional Competency Evaluation Tool
Answer: Self Check 3.1-1 which trainers use in evaluating their trainees after
finishing a competency of the qualification.
Perform: Task Sheet 3.1-1 Go through the learning activities outlined for you on
the left column to gain the necessary information or
knowledge before doing the tasks to practice on
performing the requirements of the evaluation tool.
The output of this LO is a complete Institutional

Competency Evaluation Package for one
Competency of Food and Beverage Services NCII.
Your output shall serve as one of your portfolio for
your Institutional Competency Evaluation for
Promote food and beverage products.
Feel free to show your outputs to your trainer as you

accomplish them for guidance and evaluation.
This Learning Outcome deals with the development

which trainers use in evaluating their trainees after
Go through the learning activities outlined for you on

After doing all the activities for this LO1: Know the
product; you are ready to proceed to the next LO2:
Undertake suggestive selling.


REVISION # OI
Definition of Terms
Term Explanation
The service of food and beverage items in Guests rooms
Room Service by designated room service waiter. Also called In room
dining
A range of food items offered for service usually written

Menu
and including prices
Complimentary Items served without charge
Items supplied by the venue for the guests consumption

Amenities
such as pens, notepads, matches etc
Items supplied by the venue for the guests use while

Supplies occupying the room for example bathrobes, drinking
glasses, cups and saucers
Beverage and snack food items set up within a guest

Mini Bar
room for their use on a pay as consumed basis
Handbook or folder hard copy or electronic which

Compendium contains information about the venue including the
Room service Menu
Supervisor in charge of porters and responsible for a

Concierge
wide range of guest services
Day use room Room used between 9 & 5.for meetings
A record of all financial transactions between the Guest

Guest Folio or Account
and the venue during the guests stay
A record of the guests personal details including food

Guest Profile
preferences and allergies
A system of relying on the Guest to record consumption

Honour System of chargeable items in their room including Mini Bar, to
be added to their room account
The department that is responsible for the cleanliness of

Housekeeping
a Guest room during their stay


REVISION # OI
Term Explanation
Responsible for luggage management ,Valet parking and
Porter
Guest services such as visitor information
Market segment Categories of guest with similar traits needs and wants
Room rate plus several services at one price. E.g. bed

Package
and breakfast with car parking
The recording of financial transactions on the guests

Posting
folio
Those areas in a Hotel or resort where the general

Public Areas
public have access, such as Bars & Restaurants
A feature is primarily used to handle transactions for

Passerby non-guests or transactions a guest doesn't want on their
room account
Suite A room with separate living and sleeping areas
The selling of products or services by suggesting

Suggestive selling alternatives in a way that creates desire highlighting
special features, benefits and value
A cash register which records a financial transaction on

Point of sale
a guest folio at the time of consumption
SPATT Special attention Guests
VIPs Guests who are Very Important Persons.
Items such as sauces, mustards and other seasonings or

Condiments side dishes which are served as an accompaniment to a
dish
In House Guests in occupancy
A small pre-heated insulated box that fits under a trolley

Hot Box
or at the base of a multi tray trolley to keep hot food hot.
Floor check To check floor by floor for used items.


REVISION # OI
Information Sheet 3.1-1
1. Research general information on food and beverage products

Introduction
In order to obtain product information on food
and beverage products it is essential to be
proactive.
You must make an effort and take action to find

things out.
This section describes sources of this

information and identifies the aspects of food
and beverage products about which you should
obtain information.
Need for product knowledge

It is vital for every hospitality employee to have an
excellent knowledge of the products and services
offered by their workplace.
In particular, you need this knowledge so you can take every opportunity
to demonstrate professionalism, promote dishes, recommend beverages
and generally assist customers.
Opportunities to promote products frequently arise during service

sessions, and elsewhere in the general hospitality environment.
These opportunities mainly occur when taking orders, and present an

excellent opportunity to show-off your skills, as well as to inform the
customer of the various products or services offered by your place of
work.
‘Product knowledge’ is at the heart of providing information on food and

beverages.
What is product knowledge?
Knowledge about food, beverages, the services you offer and the
facilities available is called 'product knowledge', and you can never have
too much of it.
Product knowledge involves almost anything relating to the area and

venue where you work.


REVISION # OI
Food waiters are expected to have detailed food knowledge, a good
knowledge about the venue generally but less knowledge about
beverages.
Beverage waiters are expected to have detailed knowledge about drinks,

a good knowledge about the venue generally but less knowledge about
food.
Those who are as both food and beverage waiters are expected to have
a good knowledge about both.


REVISION # OI
Product knowledge is different to skills/competencies: for example, a
food waiter may have knowledge about gueridon cookery but not have
the skills to provide gueridon service.
Food staff
For food staff product knowledge should include information about:
 Menu items (dishes offered on the menu - you should know what is
available and what is not
 Serve or portion sizes
 Prices
 Cooking styles
 Cooking times
 Ingredients
 What is fresh and what is bought in, frozen, and or pre-prepared
 Suitability for those with certain dietary or cultural requirements
 Cutlery and crockery required for service of individual menu items.
Beverage staff – drink waiters and bar attendants
For beverage service staff product knowledge should include
information about:
 The drinks/mixed drinks available from the bar – including cocktails

where applicable
 The brand names and types of spirits, liqueurs and fortified wines
available
 The table and sparkling wines available –
bottled and ‘bulk’ (‘house wine’)
 The soft drinks available – including juices,
aerated waters and mocktails
 The beers available – draught and packaged
 The pre-mixed/ready-to-drink beverages
available
 Prices
 Knowledge about individual beverages – such
as wine knowledge, how various liqueurs may

REVISION # OI
be served, the alcoholic strength of different liquors, whether
products are domestic or imported
 Knowledge about matching menu items to menu items
 Glassware for the service of all drinks.


REVISION # OI
Venue knowledge
All staff should have general information about the venue itself, such as:
 Opening hours
 Methods of payment accepted
 Booking policies and procedures – including need
for deposits and requirements in relation to
booking confirmations
 Complaint handling procedures
 Facilities and services available elsewhere in the
venue
 Names of managers/owners
 Legal issues – as they apply to issues such as the service of liquor
and safe food handling.
What information sources are there?

Internal sources
Within the property you can obtain product knowledge information from:
 Menus, drink lists, wine lists and cocktail lists – many of these
contain descriptions about beverages and dishes
 Taste the products – subject to whatever workplace restrictions
apply, one of the best ways to really learn about food and beverages
is to ‘experience’ them – smell them, feel them,
taste them!
 Recipes – for information on individual dishes
such as ingredients and cooking styles
 Experienced staff – such as chefs, cooks, cellar
staff, senior F&B service staff, purchasing
officers, bottle shop sales assistants, managers
and owners
 Operational manuals – for details relating to the
way things should be done in the room/property
 Policies and procedures manuals – for background information about
the venue


REVISION # OI
 Wrapping and packaging material – many items are delivered in
packaging that contains information about the product
 Doing a tour of the premises – to meet staff, find the locations of
departments and facilities, and to generally learn about the property
 Talking to customers – to benefit from their experience/s, what they
have learned and their preferences.


REVISION # OI
External sources
Outside the venue you can obtain product knowledge information from:
 Product suppliers – by asking direct questions to the sales office or

sales representatives, or by asking them to send you product
information sheets
 The media – it must become standard practice for you to read, watch
or listen to anything that relates to food and beverages: this should
include reading, watching and listening to the general media as well
as obtaining and reading trade magazines
and journals
 Books – see what your local library has,
check out the newsagents, visit the local
library
 Internet – loads of information is
available through targeted searches: see
below for some examples
 Trade shows, exhibitions and F&B festivals – keep an eye on the
media and invitations sent to your employer. Make the time to go –
many shows/exhibitions are free to industry personnel and they are a
great way to establish industry networks and keep abreast of what is
happening in the industry
 Food and cooking demonstrations – you can always learn something
from these events even where they are conducted by a company with
a vested interested in promoting their range of products
 Promotional activities – many suppliers run promotional events to
advertise their products and you should attend these whenever
possible. Trade magazines, local media and invitations sent direct to
your workplace are the best sources of when and where these are
conducted.
Food knowledge required

General background
Your product knowledge needs to reflect the needs of the place where
you work.
This means the waiter in a fine dining restaurant will have knowledge
about different things to a person serving food from a Bain Marie in a
fast food outlet.


REVISION # OI
While it is good to develop a broad and detailed level of product
knowledge, it is essential to first gain the product knowledge necessary
for your nominated job.
With this in mind, food knowledge may relate to:
Appetisers
Appetisers are menu items offered for guests to
eat prior to their main course.
They may include:
 Hors d’oeuvres
 Canapés
 Antipasto
 Tapas
 Finger foods
 Sandwiches.
You need to know what ingredients are used, what things taste and look
like, what they cost, how long they will take to prepare and cooking
styles.
Soups
A traditional course on many menus, soups provide low food cost items
for many premises.
Soups may be classic or contemporary, may be served hot or cold and

can reflect ethnic flavours from many countries.
Options include:
 Clear soups
 Broths
 Purées
 Cream soups
 Bisques.
Meat, poultry, fish and seafood – entrées and main courses
Meat, poultry, fish and seafood are common raw materials for all
courses (except desserts) including entrées and main courses.


REVISION # OI
As staple ingredients meat, poultry, fish and seafood can be the stand-
alone ingredient for a dish (such as steak, fillets of fish, or lobster) or
they can be ingredients in other menu items such as
sauces and wet dishes.
Meat includes:
 Beef
 Lamb
 Veal
 Goat
 Pork.
Cuts and options vary between the meat items but can
include:
 Steaks
 Chops and/or cutlets
 Mince
 Joints for roasting.
You need to know the cuts being used, whether things are fresh or
frozen, the type of product being used as well as what things taste and
look like, what they cost, how long they will take to prepare and cooking
styles.
You also need to know the answer to the question “Is it tender?”
Poultry includes whole birds or cuts and includes:
 Chicken
 Turkey
 Squab
 Pheasant
 Duck
 Goose.
You need to know the cuts being used, whether things are fresh or
frozen, the type of product being used as well as what things taste and
look like, what they cost, how long they will take to prepare and cooking
styles.
Options include whole birds, legs, wings and breast.


REVISION # OI
Fish may be fresh, frozen or preserved and can be obtained from the sea
of from freshwater.
Fish can include:
 Flat fish and round fish

 Whole fish and fillets
 Whitefish
 Oily fish.
Seafood includes:
 Shellfish (also known as ‘crustaceans’) – generic term for seafood

from a fish with a shell (such as crayfish, crabs, lobster, prawn,
shrimp)
 Molluscs – octopus, cuttlefish, squid, clams, whelks, winkles,
mussels, scallops, cockles, oysters.
You need to know the type of fish or seafood being used, whether things
are fresh or frozen (a very common question in relation to fish and
seafood) as well as what things taste and look like, what they cost, how
long they will take to prepare and cooking styles.
Desserts
Desserts are served after the main course and also known as ‘sweets’.
In some properties a separate menu is used for desserts.
They can be either hot or cold – many are served with sauces - and
include:
 Puddings
 Pies, tarts and flans
 Fritters – Banana fritters, or pineapple fritters
 Custards and creams
 Prepared fruit – fruit which has been peeled and cut ready for eating
 Charlottes – such as Apple Charlotte
 Bavarois and mousse
 Soufflé


REVISION # OI
 Sabayon
 Meringues
 Crepes and omelettes
 Sorbets
 Ice cream
 Bombes
 Parfaits.
Snacks
Snacks are light meals, commonly provided for people who are in a
hurry or who are not especially hungry.
One characteristic of a ‘snack’ is that it can often be easily taken away
by the purchaser.
Snacks can include:
 Hot chips and potato wedges
 Biscuits, crisps and crackers
 Hot dogs
 Pies, pasties and sausage rolls
 Croissants
 Sandwiches and rolls
 Baguettes
 Hamburgers
 Ploughman’s lunch – cheese, greens and pickled onion.
Some snacks can also be meals – for example, a slice of pizza is a
snack, but a whole pizza is a meal.
Cheese
Cheese can be made from cow, sheep or goat’s
milk.
Basic cheese options include:
 Soft cheeses – Brie, Camembert and cottage
 Semi-soft cheeses – Edam and Gouda
 Hard cheeses – cheddar and Parmesan


REVISION # OI
 Blue vein cheese (such as Gorgonzola, Stilton and Roquefort) –
coloured by an edible penicillin mould.
Cheese can be used in sauces or served on its own on a cheese platter.
Pasta
Pasta can be bought-in as ‘dried’ pasta and re-constituted on-site, or it
may be made fresh on-the-premises.
Pasta comes in a wide variety of types (flat, tubular and shaped) and
sizes and may be filled or plain.
Pasta is traditionally served with a variety of sauces but can also be
used in soups and as a substitute for potato.
Examples of pasta include:
 Gnocchi
 Spaghetti
 Fettuccini
 Lasagne
 Tagliatelli.
Noodles
Noodles are made from flour (wheat) and water, and/or eggs.
In many ways they are similar to pasta.
Vegetables
Vegetables are traditionally used as an accompaniment to a main dish.
Some vegetables can also be used in salads.
‘Root vegetables’ grow underground.
Examples of vegetables include:
 Potatoes – root vegetable

 Onions – root vegetable
 Carrot s– root vegetable
 Broccoli – green vegetable
 Sprouts – green vegetable
 Celery – green vegetable


REVISION # OI
 Peas – green vegetable
 Beans – green vegetable
 Spinach – green vegetable
 Cabbage – green vegetable
 Tomatoes – technically a ‘fruit’ but commonly referred to as a
vegetable.
Fruit
A growing focus on healthy eating has seen increased up-take of fruit in
premises.
Fruit is almost mandatory with breakfasts, and supplied free-of-charge

by some properties to house (in-room) guests and/or at reception.
Fruit options include:
 Pieces and platters of fresh fruit – pineapple,

watermelon, apples, bananas, rambutan,
jackfruit, star fruit, mango
 Fresh fruit salad – available with or without
cream, yoghurt or ice cream
 Tinned fruit – such as pears, peaches and
apricots
 Dried fruit – such as dried apricots, figs,
sultanas, raisins and currants.


REVISION # OI
Salads
Healthy eating has also seen the rise in the popularity of salads.
Salads may exist as a stand-alone menu item (such as a ‘Warm Chicken

Salad’) or as an accompaniment to a main course dish – such as green
salad or a mixed salad.
Salads may be classical or contemporary, varying in ethnic and cultural

origins, served either cold, warm or hot, and may contain a variety of
cooked and uncooked ingredients.
Dressings are applied to some salads.
Salad vegetables include:
 Lettuce – various types

 Tomato – including cherry
tomatoes
 Radishes
 Celery
 Onions and spring onions
 Shredded cabbage – in coleslaw (salad made with shredded/grated
cabbage, onions, carrots, seasoning and mayonnaise)
 Mushrooms
 Carrots
 Beetroot
 Peppers – red, green and yellow.
Many ‘vegetables’ can be used as ‘salad vegetables’ and many ‘salad
vegetables’ can also be used as ‘vegetables’.
Pre-packaged food items

Pre-packaged food items include:
 Food items are items bought in from suppliers and sold behind the
bar or in other retail areas – they include items such as chips and
nuts
 Portion control items – these are the single/individual serve units
such as pats of butter and margarine, sachets of sugar and sugar
substitute, foils of jams and sauces


REVISION # OI
 Any food item bought-in and served (or sold) ‘as is’ – such as cakes
and cheesecakes.
Some pre-packaged foods may:
 Require some basic preparation – such as boiling or heating

 Be further prepared prior to service by the addition of extra
ingredients and/or sauces to enhance presentation and taste.


REVISION # OI
Specialist cuisine food items
Specialist cuisine food items commonly relate to cuisines of various
cultures but can also include specific cuts of meats, poultry and game
as well as specific types of fish and seafood.
In some cases, an item which is ‘standard’ in one establishment may be

regarded as ‘specialist’ in another. For example ‘pork ribs’ might be on
the menu all the time in one venue but be regarded as a specialist dish
in another.
For example, eye fillet could be regarded as a specialist cuisine item if it

is not normally used but required only for a certain dish. A steak which
is cut in a butterfly cut may be ‘specialised’. The use of a chicken leg
and thigh connected to each other may be ‘specialised’.
The way the item is ‘grown’ may also classify an item as ‘specialist – for
example organic vegetables or grain-fed beef.
National dishes
It is vital you understand the traditional national dishes of the country in
which you work.
Many tourists visit your country and your workplace to experience the
local cuisine and you must know:
 The names of these dishes

 The ingredients in them
 Any relevant history – (as applicable) how and when they were
invented; who they were named after
 The cooking processes used to produce them
 Their flavours and appearance
 Serve size and how they are served
 Cost.
Signature dishes
Venues may – or may not – have one or more
‘Signature dishes’. These are dishes the venue
(or the chef) is famous for.
Many visitors will come to the venue just for

this possibly world-renowned dish.


REVISION # OI
Signature dishes may be a local/regional dish or from another culinary
area.
Venues will strive to always have the Signature dishes available, all the
time the venue is open.


REVISION # OI
Other specialist foods
Other specialist foods may be ‘special’ in one venue but common in
another.
It is there lack of common usage in this case which make them special.
This means other food items that could be seen as ‘specialist’ in some
properties could include:
 Offal
 Aromatics, flavourings, spices, spice mixes and herbs
 Garnishes
 Seeds and nuts
 Grains, rice and pulses
 Fungi
 Preserves, condiments and accompaniments
 Fruits, vegetables, flowers and salad items – not commonly
used/available
 Aquatic plants such as seaweeds
 Specialist cheeses and dairy products
 Sweeteners such as palm sugar, honey and glucose
 Fats and oils
 Local food items/ingredients.
Beverage knowledge required

General background
Your product knowledge needs to reflect the needs of the place where
you work.
It is important that you learn what drinks are available,

and develop an understanding of similar or like products
so that when a customer orders something you do not
have, you can suggest a suitable alternative.
For example, if a customer orders a “Tanqueray and tonic

water” you need to know Tanqueray is an imported gin


REVISION # OI
and if you do not stock it you could recommend another imported gin
you do stock (such as, for example, Gordon’s or Beefeater)
The type of general information about alcoholic beverages you may need
to pass on to customers includes:
 Which ones are suitable drinks for aperitifs

 Which ones are suitable for drinking during and after a meal
 Suggested basic wine and food combinations
 What they taste like, look like, smell like and where they come from
 What their alcoholic strength is
 Whether they are domestic or imported beverages
 Information specific to wines – details relating to wine makers, wine
styles, wine growing areas, grape varieties, wine characteristics and
information relating to wine shows and the wine industry
 Size of serves, bottles, cans and glasses
 The variety of ways in which different liquors can be served.
Wine
Wine is defined as the naturally produced beverage made from the
fermented juice of grapes.
The making of white wine
White wine can be made from red or white grapes because grape juice
is clear: wine picks up its colour from contact with the skins, so a white
wine made from red grapes would spend virtually no time in contact
with the red skins.
The process for making of both white and red table wine is very similar.
White table wine production

The basic procedure for producing white table wine
is:
 Grapes are harvested

 Grapes are crushed at the winery - to release
free-run juice
 Pressing occurs – to remove all available juice
 Sulphur dioxide is added – to prevent yeasts that are naturally
occurring on the grapes from starting an unwanted and unpredictable
natural fermentation process

REVISION # OI
 The juice (called ‘must’ at this stage) is chilled – and allowed to
settle
 Must is filtered – through a centrifuge to remove
large particles/matter not wanted in the final
product
 A commercially prepared yeast is added to the
must – to start a fermentation process that is
predictable and stable
 Fermentation occurs under refrigeration – to
control the heat generated during the
fermentation process
 Fermentation is stopped when the wine has reached the required
level of dryness or sweetness – or as the wine maker’s scientific and
taste-testing observations indicate
 Yeast protein, skins and other residue are allowed to settle out – and
the wine is pumped out to undergo a 'fining' (filtering) process to
remove the unwanted matter generated during the fermentation
process
 The wine is aged (sometimes in wood but often in large stainless
steel tanks (the ‘tank farm’ at the wineries) – it is then bottled, may
be bottle aged, and is then sold.
Making red wine

Red wine can only be made from red wine grapes.
The main difference between the production of red and

white table wines is that in red wine production, the grape
juice is allowed to spend time in contact with the grape
skins to pick up colour (and tannins which play critical
roles in the ageing of the wine).
The basics are:
 Grapes are harvested

 Grapes are crushed - and juice stays in contact with
skins
 Winemaker determines how long juice stays on the
skins


REVISION # OI
 Grapes pressed to extract all the juice and other juice may be added
– many red table wines are ‘blends’ of different grape varieties
 Fermentation occurs
 Wine is fined, filtered and stored in wood
 Wine is bottled, aged further in the bottle, and then is ready for sale.
Wine categories
In addition to ‘red’ or white’ table wine, wine can be further categorised

as follows:
 Varietal or generic
 Sparkling
 Fortified.
Varietal wines
‘Varietal’ wines are wines made from one (or more) nominated
grape varieties: the name of this or these grape varieties appears
on the label of the bottle.
Where a wine claims to be made from a certain grape variety, the

wine must be made from a minimum percentage of that stated
variety.
Where a wine claims to be made from grapes of a certain year, then a

minimum percentage of the wine must be from that specified year.
Where a wine claims it comes from a nominated area, then a minimum

percentage of the wine must come from the stated area.
Varietal white wines

White grape varieties include:
 Chardonnay – a full-flavoured dry white wine

 Chenin Blanc – a pleasant fruity 'drink now' wine with a refreshing
acid finish
 Riesling – a delicate wine with fruit character and a trace of sugar
that varies hugely depending on the region in which it is grown
 Sauvignon Blanc – a dry white wine with distinct varietal flavour
(melon, pineapple, tropical fruit)
 Semillon – a dry, crisp white wine
 Traminer – a fresh and fruity wine with a spicy smell and taste.


REVISION # OI
Common bottle size is 750 mls.
Varietal red wines
Red grape varieties include:
 Cabernet Sauvignon – an aromatic red which may have berry, mint,
capsicum or blackcurrant highlights
 Malbec – a fruity, soft wine
 Merlot – another fruity and aromatic red reminiscent of plums,
pumpkins and fruitcake
 Pinot Noir – a lighter style red, thin in taste and colour
 Shiraz – this grape produces fine full-flavoured reds that vary greatly
from region to region; often blended.
Common bottle sizes are 200 mls, 750 mls and 1 litre.
Generic wines
‘Generic’ is the term used to describe wines are made to a style, usually
naming a European location as its origin, such as Hock, Moselle, Claret
and Burgundy. There is no indication of grape variety/varieties used.
Generic white wines include:
 Chablis - a very dry, flinty wine
 Hock - a very dry white wine
 Moselle - a popular and pleasantly semi-sweet wine,
less sweet than Sauternes
 Rhine Riesling - drier than Moselle: often described as
fruity and has its fruitiness confused with sweetness
 Sauternes - produced from fully ripe grapes; a very
sweet wine
 White Burgundy - a fairly dry white with full flavour.
Generic red wines include:
 Burgundy - a soft and fruity red wine
 Claret - a dry red with more astringency than burgundy.
Blended wines
Blended wines, as the name suggests are made from two or more grape
varieties.


REVISION # OI
This may be done by a wine maker to create a unique taste, to mask a
deficiency in one grape (such as lack of colour, lack of flavour) or
because of economic necessity (some grape varieties are cheaper than
others).
A blended wine is not to be seen as inferior to a straight varietal wine –
it is just different.
Premium wine by the glass

Some properties feature a system allowing bottles of premium quality
wines to be sold by the glass.
These systems use nitrogen to dispense the wine thereby avoiding the
oxidising problems involved when wine bottles are opened.
Where these systems are in use, any bottled wine can be hooked up to
the system.
Sparkling wines
The word ‘Champagne’ is now legally reserved
for sparkling wine produced from the
Champagne region in France.
All other similar wines are called by the generic
term ‘sparkling wine’.
Sparkling wines may be made using one of four options, each producing
vastly different quality products:
Naturally carbonated wine
The traditional way of producing sparkling wine is using the French
method known as ‘méthode champenoise’, whereby bubbles naturally
occur in the bottle as a result the fermentation process.
Many sparkling wines are made using this process and highly regarded
around the world as outstanding of the champagne style even though
they are not by strict definition ‘champagne’.
This method is also called ‘méthode traditionelle’, or ‘méthode
classique’.
Carbonated or Injection method
This is the cheapest and quickest method and the one producing the
lowest quality sparkling wine.


REVISION # OI
The base wine is placed in a closed tank and chilled. Carbon dioxide is
pumped in under pressure and absorbed into wine: cola and lemonade
are made in the same way.
This method produces wine with comparatively large bubbles which
disappear quickly in the glass. The wine may be called 'Carbonated
wine'.
Cuvee close, Charmat, Bulk or Tank method
The base wine is pumped into stainless steel tanks, where yeast and
sugar is added to start a second fermentation (the first fermentation has
happened to get the initial base wine).
It is this second fermentation which puts the bubbles in the.
The wine is allowed to settle, filtered and transferred to another tank –
still under pressure – where it receives a dose of sweetener/liqueur for
the desired level of sweetness.
Transfer method
This represents a compromise between the Charmat method and the
best, most expensive and most time-consuming method – méthode
champenoise.
The secondary fermentation takes place in the bottle in the méthode
champenoise way, and wines are also aged for a short while in the
bottle.
The wine is transferred under pressure from bottles (after the
secondary fermentation) to tanks where it is allowed to settle and is
filtered: a sweetener is added while the wine is still under pressure and
then it is bottled for sale.
The label will state 'fermented in the bottle'.
Styles of Champagne
Non-vintage (N.V.)
This is the most common style and is made from base of two to three
wines every year to enable consistency of product.
The end product cannot be legally identified as
coming from a specified year, hence the term N.V.
Vintage
This is a rarer and more expensive wine made solely
from wine of the one nominated year.
It is usually a better quality champagne.

REVISION # OI
Vintage champagne not made every year – it depends on grape quality
and the season.
Rosé
This style may be made from leaving the grape juice in contact with the
red or black grapes for a period so the wine can pick up some colour
from the skins (or some red wine may be added) to the white base wine
prior to the second fermentation.
Crémant
'Crémant' means 'creaming'.
The wine is a gently sparkling wine, giving the
impression of creaminess, preferred by many especially
with desserts.
Blanc de blancs
This wine is made exclusively from white grapes.
Blanc de Noirs
This wine is made only from red grapes.
Degrees of sweetness or dryness
Sugar levels vary between brands so a brut in one brand may well not be
as dry as a brut in another.
The following is a general guide to sweetness/dryness:
Driest Extra brut
Brut
Extra dry
Sec
Demi-sec
Sweetest Doux
Champagne will improve in bottle over a certain time, but if kept for too
long there is an increased risk of the wine going “flat” as the carbon
dioxide which gives the wine its sparkle eventually seeps out.
It should be chilled before serving, and served at 7.5°C using champagne
flutes.
Champagne bottle sizes


REVISION # OI
Champagne comes in half bottles (375ml) and full bottles (750ml) –
some are also available in 200 ml bottles - as well as a range of larger
bottles each with their own name:
 Magnum – equivalent to 2 bottles: common for parties.
Other sizes are usually only sold for ‘special occasions’:
 Jeroboam – equivalent to 4 bottles
 Rehoboam – equivalent to 6 bottles
 Methuselah – equivalent to 8 bottles
 Salmanazar – equivalent to 12 bottles
 Balthazar – equivalent to 16 bottles
 Nebuchadnezzar – equivalent to 20 bottles.
Famous brand names

Well-known brands of Champagne include:
 Moet & Chandon
 Veuve Cliquot
 Mumm
 Piper-Heidsieck
 Tattinger
 Pommery
 Yellowglen
 Dom Perignon
 Krug
 Bollinger.


REVISION # OI
Fortified wines
Fortified wines are base wines which are strengthened or 'fortified' by

the addition of grape spirit or brandy.
The addition of the grape spirit stops fermentation, increases alcoholic
strength, adds sweetness, imparts keeping qualities, and in the case of
port provides the brandy character.
Fortifieds range between 17 – 22% alc/vol.
The standard industry size serve for a fortified wine is 60 mls.
Fortified wines include:
Sherries
Served as an aperitif, sherries are available in:
 Dry – which is often kept under refrigeration and served chilled

 Medium
 Sweet
 Cream.
You can tell the difference between a dry sherry and a sweet sherry that
are on a drinks tray because the sweet sherry is usually darker in colour.
Vermouths
Vermouth is a white wine that has been infused with various herbs,
spices, flowers, fruits (depending on the manufacturer).
It is available in red (rosso) which is sweet and often referred to as

Italian, or white (bianco) which dry and is also referred to as French. It
is used (or mixed) as a pre-dinner drink.
Ports
White port is produced in the same way as other port, with the same
difference in production as the difference in production of red and white
table wines – the time on skins is either far less, or non-
existent.
The final product in white port is usually much sweeter

than the red port, even where the labels read 'dry' or
even 'extra dry'.


REVISION # OI
Ruby port is amongst the simplest and most inexpensive due to the fact
that it is aged in bulk vats - not smaller barrels – and bottled young
(after 2 - 3 years) after blending. It retains a deep ruby colour and a
'fiery' taste.
Mulberry flavours are often traditionally associated with ruby wine.
Tawny port gets its name from the tawny colour that port gets from its
wood ageing and or the use in tawny of a lighter base wine, or the
blending of a red port with a white one.
Vintage port is a port that is simple to make being made

blended wines from the one vintage, yet is the most
expensive in part due to the fact that only the very best
grapes are used.
Not every year will be a year when a 'vintage' can be

declared.
Despite being a fortified wine, vintage port has a limited shelf life: after
opening it should be consumed within 2 – 3 days.
Liqueur port is produced when after some time tawny ports become so
concentrated (or liqueured) through evaporation through casks that
their very nature has changed.
The evaporation reduces the liquid volume but concentrates the sugar,
colour and flavour present and results in a port of liqueur-like character.
Alternatively, and more cheaply, a sweet white wine can be added to the
tawny before bottling producing a vanilla or nutty flavour.
Muscats
The name can refer to either grapes, or to the wine they make.
Muscat is a red dessert wine with a rich raisin taste and smoky
characteristic.
The Liqueur Muscat is made in the same way as the natural liqueur port.
World wine countries
Many countries have established a reputation for wine.
More than the following countries produce their own wine but the
following may be regarded as notable wine-producing countries.
Famous wines and/or wineries for each country are also listed.


REVISION # OI
 Australia – Penfolds Grange Hermitage, Wolf Blass, Hardy’s,
Rosemount, Seppelt’s, Lindeman’s, Jacob’s Creek, Yellowglen, De
Bortoli, Yalumba, Tyrrell’s, Margaret River
 France – Château Neuf de Pape,Ch. dYquem, Bourgogne Chardonnay,
Château Mont-Redon, Côtes-du-Rhône Rouge, Laurent Perrier,
Domaine, Ch. Latour, Ch. Lafite Rothschild
 Italy – Cà del Bosco Franciacorta Annamaria Clementi, Villa Raiano
Fiano di Avellino, Venica Ronco delle Cime, Pieropan Soave Classico
La Rocca, Giacomo Conterno Barolo Monfortino, Gaja Barbaresco,
Zenato Amarone della Valpolicella, Banfi Brunello di Montalcino
Poggio all’Oro, Donnafugata Passito di Pantelleria Ben Ryè, Incisa
della Rocchetta Sassicaia
 Germany – Liebfraumilch, Moselblumchen, Zeller Schwarze, Eiswein,
and sweet styles including Spatlese, Auslese, Beerenauslese and
Trockenbeerenauslese
 New Zealand – Giesen, Cloudy Bay, Jackson Estate, Wairau River,
Seresin Estate, Esk Valley
 Chile – Almaviva, Antiyal and Kuyen, Casa Lapostolle Clos Apalt,
Concha y Toro Don Melchor Cabernet Sauvignon, Concha y Toro
Terrunyo Cabernet Sauvignon, Concha y Toro Carmín de Peumo
Carmenere, Errazuriz Don Maximiano 2006, Montes 2005 Purple
Angel, Montes Alpha M 2010, ina San Pedro 1865 Limited Edition 2007
Syrah (Source: http://www.chilean-wine.com/best-chilean-wines)
 South Africa – Vergelegen, Meerlust, Rust en Vrede, Kanonkop, Klein
Constantia, Hamilton Russell Vineyards, Thelema Mountain Vineyards,
Simonsig, Rustenberg, Cederberg. (Source:
http://goafrica.about.com/od/capetownatravelguide/tp/topcapewinerie
s.htm)
 Spain – Palacio del Conde Gran Reserva, Los Hermanos Manzanos
Reserva Rioja, La Cantera Reserva Carinena, Conde Galiana Gran
Reserva de la Familia, Altos de la Guardia Rioja Blanco, Ermita de
San Lorenzo Gran Reserva (Source: http://www.winepeople.com.au)
 USA – 2005 Pine & Post Washington Chardonnay, 2006 Meridian
Vineyards Santa Barbara County Chardonnay, 2006 The Brander
Vineyard Santa Ynez Valley Sauvignon Blanc, 2006 Chateau Ste.
Michelle Dry Riesling, 2005 SKN Napa Valley Cabernet Sauvignon,
2005 Michael Pozzan Sonoma County Cabernet Sauvignon, 2005
Blackstone California Zinfandel (Source:
http://www.foodandwine.com/articles/sixty-seven-best-american-
wines)


REVISION # OI
 Portugal – Casal Garcia ‘Vinho Verde’, Moscatels, rosés, Dours wine,
ports.
See:
 http://www.mapsofworld.com/world-top-ten/world-top-ten-wine-
producer-countries.html
 http://wineinsights.com/wine-growing-regions/world-wine-growing-
regions.


REVISION # OI
Spirits
The type of base ingredient used varies with the spirit produced – grape
wine for brandy; sugar for rum; grain crops for whisky, gin and vodka.
There are six popular spirit types in most

bars:
 Whisky
 Rum
 Gin
 Vodka
 Brandy
 Tequila
Whisky
Whisky is distilled from grain (barley, rye, maize, cereal) made in either a
Continuous or Pot still.
Whisky is produced in many styles with the four most popular being
Scotch, Irish, Bourbon and Rye.
Scotch whisky
There are two distinct types – malt and grain.
Blended together they make a third Blended
version – the common whiskies such as Haig,
Johnnie Walker and J & B are blends.
The standard blend is 60% grain to 40% malt.
Blending can involve up to thirty whiskies of different ages and from
various distilleries making a standard blend.
Traditionally only the malt whisky from the Highlands was true whisky:
malts are well liked by whisky connoisseurs who have personal
preferences – a malt whisky is lighter in colour and smoother than other
whisky.
Grain whisky
Scotland's grain whisky is made from maize with malted and sometimes
un-malted barley.
The product is light with no peat flavour.


REVISION # OI
There is little demand for it to drink straight and it is primarily used for
blending.
De Luxe Scotch whisky
Is older and mellower with a blend age of seven to twelve years.
Malt whisky
Is made from malted barley.
Malting consists of spreading wetted barley on a warm floor, so the
seeds begin to germinate – this converts starch into sugar (maltose).
To halt the process it is next dried at a hotter temperature using peat.
The peat fumes give the unique flavour.
Common brands
Popular brands of scotch include:
 Johnnie Walker – red label, blue label, black label, green label and
gold label
 Ballantine’s
 The Famous Grouse
 Teacher’s
 Grants
 Dewar’s
 Black and White
 Vat 69
 Chivas Regal
 Haig’s Dimple
 Glenfiddich Single Malt 12 years old.
Irish whiskey
Always spelt with an 'e' and is made basically the same as whisky with
some variations.
The base cereals may not be wholly barley, drying is by coal fire not
peat, and stills differ in design.
Examples of Irish whiskey include:
 Jameson
 Paddy’s

REVISION # OI
 Tullamore Dew.
Bourbon and Rye Whiskies
Bourbon is made in the state of Kentucky in the USA. The neighbouring
state of Tennessee produces a well-known whiskey, Jack Daniels, which
is therefore not Bourbon.
Rye is made in USA and Canada.
Both are produced from grain (mainly maize) distilled in a

Continuous still, and aged in charred oak barrels.
Bourbon is aged in cold warehouses, Rye in heated rooms:

both are lighter than scotch.
Popular brands include:
 Wild Turkey Kentucky Straight Bourbon Whiskey

 Jack Daniels Tennessee Whiskey
 Jim Beam Kentucky Straight Bourbon Whiskey
 Cougar Bourbon.
Canadian Club is a rye whisky bourbon.
Rum
Rum is distilled from molasses which is a by-product of cane sugar.
Rum is distilled by Pot or Continuous still and often blended.
It is aged in oak and caramel can be added for colour.
Jamaican rum
Known for highly-flavoured rums, but today light rums are distilled too
with a trend for these.
Barbados and Trinidad rum

Both specialise in lighter, as well as colourless
rums.
Popular brands
Popular brands of rum include:
 Captain Morgan – spiced gold, dark, deluxe, white

and gold
 Bacardi – white, black and gold.
Check out http://www.bacardi.com/#.

REVISION # OI
Proof
‘Proof’ is another way of indicating the alcoholic strength of drinks.
‘Alcohol by volume’ as a percentage is the more common way.
‘Proof’ is double the alcohol by volume figure.
For example, a product that is ’80 proof’ is 40% alc/vol
Rum labelled “overproof” is more than 50% alc/vol
Gin
Gin is produced by rectifying a pure spirit with berries and botanical

herbs – juniper berries and coriander seeds are the main flavouring
agents, along with calamus root,
cardamom seeds, angelica,
orange and lemon peels, almond
and orris root.
London Dry Gin

May be clear (like Gilbey's London
Dry and Gordon's), or straw coloured (like Booth's).
This is most commonly asked for type.
Sloe gin
With an emphasis on the sloe berries used in its production.
Vodka
Is distilled from a base of grain or molasses and is highly rectified

meaning impurities have been removed.
No flavourings are added, indeed charcoal is used to filter it and

produce a clean and smooth spirit.
Flavoured vodkas
Polish vodka is also excellent, some varieties being flavoured with fruit
or herbs.
Growing in popularity, flavoured vodkas can feature cherries, rowan

berries, pears, cranberries, green apple, strawberries, raspberries,
vanilla, oranges or lemons.
 Stolichnaya
 Karloff


REVISION # OI
 Finlandia
 Wyborowa
 Smirnoff
 Skyy
 Absolut.
Brandy
Is distilled from grapes and is produced in nearly every wine growing

region: it may be consumed neat but is popular with a
mixer, or in cocktails.
 St Remy
 Hennessy
 Remy Martin
 Chatelle Napoleon.
Cognac
The most famous brandy is Cognac made in the Cognac region of
France.
When drinking cognac, a nip is poured into a balloon glass of moderate

size: the hand is cupped around the balloon and the cognac gently
swirled, warming it and releasing its bouquet.
Popular brands are Courvoisier, Remy, Camus and Audry.
Tequila
Is a Mexican spirit ranging from clear to pale gold in

colour.
True Tequila is made in the areas surrounding the city of

Tequila.
Some bottles feature the classic worm in the bottle.
Tequila is made from Maguey cactus plants.
 José Cuervo
 El Toro


REVISION # OI
 Coyote.
Service of spirits
With spirits, there are several options available to customers.
They may order a full nip (30 mls) with a mixer in a short or long glass,
or they may order a half nip (15 mls) with a mixer in a short or long
glass.
Sometimes customers order a double (60 ml) but many venues have
banned these due to Responsible Service of Alcohol concerns.
Drinks may be ordered with ice, or without ice.
Industry practice where the customer does not specify nip size, glass
size or ice requirements is to prepare a
drink comprising:
 A full nip
 Ice
 Long glass.
Guests may also order the spirit 'neat' –
which means without any mixer, and
without ice – or they may order it 'on the
rocks' which means neat with the
addition of ice.
Common mixers with spirits
Common mixers (soft drink) used with spirits are as follows:
 Gin – tonic water, lemon squash, bitter lemon, lemonade, orange

juice: ‘Pink Gin’ is gin with the addition of a few drops of Angostura
bitters that have been swirled around the glass
 Brandy – dry ginger, cola, lemonade
 Whisky - dry ginger, cola, soda water
 Rum – cola
 Vodka – lemon squash, orange juice, tonic water, tomato juice.
RTDs
‘RTD’ stands for ‘Ready To Drink’ and refers to the large and growing
range of pre-mixed drinks that are available in bottles and cans.
They may be spirit or wine-based.


REVISION # OI
Examples include:
 Bacardi Breezers
 Vodka Cruisers
 Canadian Club and cola
 Jack Daniels and cola
 Cougar bourbon – with cola; cola zero.
Other spirits
Applejack
Brandy distilled from the fermented mash of cider apples in the New
England region of the USA.
The best is Pot distilled with a minimum maturation of 2 years in oak

casks.
It may be bottled straight or combined with neutral spirits and sold as

blended applejack.
Aquavit
Is the drink of Scandinavia and the word comes from 'aqua vitae', Latin
for ‘water of life'.
Grain or potato is distilled to produce a neutral spirit which is then

redistilled with caraway and other flavourings such as citrus peel,
cardamom or anise.
Aquavit is served ice cold and as it is highly alcoholic it is usually

served with food.
Calvados
A brandy made from a mash of cider apples produced in the defined
areas of the provinces of Brittany, Normandy and Maine.
The fermented mash is double Pot distilled and then matured in oak
casks for up to 25 years, picking up colour and flavour from the wood.
Eau de Vie (‘Water of life’)

These are true fruit brandies made by distilling the fermented mash of
fruit.
They usually have a higher alcoholic content than most liqueurs and are
dry to the taste and the majority are colourless because they are aged
in glass.


REVISION # OI
Kirsch
Originally double Pot distilled cherry brandy from the Alsace region in
France.
Kirschwasser
German or Swiss cherry brandy.
Ouzo
Aniseed flavoured spirit of Greece and Cyprus.
Quality ouzo made by double distillation of the basic spirit and then the
addition of aniseed and other herbs before redistillation.
The better quality the ouzo the more milky it becomes with the addition
of water.
Pernod
Origin is in Southern France. It was named after Monsieur Pernod who
bought the recipe in 1897.
The original recipe contained absinthe, however this was banned on

14th August 1914 for making men mad and vicious.
Pernod has a similar taste to ouzo and goes milky with the addition of
water.
Poire Williams
Eau-de-vie de poire is distilled from the pear known as Williams or
Bartlett.
It is sometimes marketed in a pear-shaped bottle with a ripe pear inside.
Slivovitz
Plum brandy from Yugoslavia and other Balkan countries.
For more information go to

http://www.physics.uq.edu.au/people/nieminen/spirits.html.
Liqueurs
Liqueurs are spirits flavoured with fruits, herbs, roots and plants,
sweetened and sometimes artificially coloured.
Liqueurs are proprietary or generic.
Proprietary brands are those produced by a single company such as

Grand Marnier, Cointreau, Tia Maria, and Galliano.


REVISION # OI
Generics are types of liqueurs that can be made by any company. As an
example, Seagram produce a range of generic liqueurs that includes
Advocaat, Banana, Blue Curacao, Butterscotch, Crème de cacao, Crème
de menthe, Melon, Mint chocolate, Triple Sec.
Many liqueurs trace their ancestry back to the monasteries where

monks collected herbs and turned them into medicines: in fact, many do
have digestive properties.
Liqueurs are made by soaking flavouring materials in a spirit – the

number of flavourings is huge with Chartreuse having a hundred and
thirty herbs, and DOM Benedictine at least thirty.
Liqueurs may be mixed, used in cocktails or served straight. May be lit

(set on fire) and served ‘flaming’
Standard serve size for a liqueur is 30 mls. Here are popular examples:
Advocaat
A low strength liqueur, thick yellow and creamy from raw eggs and
spirit.
Anisette
Sweetened version of Anis, a name that comes from the star anise plant.
Bailey's Irish Cream

Cream blended with whiskey, neutral spirits, coffee and chocolate.
Benedictine DOM
DOM stands for Deo Optimo Maximo – To God most good, most great.
It is a famous and popular golden liqueur with a complex, herb flavour.
Chartreuse - Green or Yellow

Brandy distilled with numerous herbs: yellow is sweeter – but weaker.
Cointreau
Colourless liqueur of the Curacao family made by the Cointreau
company. Clear in colour, orange-flavoured with a dry finish.
Crème de Bananes
Sweet, banana-flavoured liqueur which might be consumed neat or
poured over ice cream.
Crème de Cacao


REVISION # OI
Sweet liqueur made from cocoa and vanilla beans.
Crème de Cassis
Sweet liqueur made from blackcurrants.
Crème de Menthe
Sweet, mint-flavoured liqueur, available in either a clear or green colour.
Drambuie
Made from Scotch whisky, herbs and honey: sweet and golden.
Grand Marnier
Distilled oranges steeped in cognac.
Irish Mist Liqueur

Made from heather, honey and whiskey.
Kahlua
Mexican coffee-flavoured liqueur.
Curaçao
Distilled from peel of bitter oranges.
Normally colourless but may be orange or blue using food colouring

agents to achieve this.
Jagermeister
A bitter tasting liqueur made from herbs, roots and spices.
Recommended to be served from the freezer.
Kummel
Distilled grain spirit flavoured with caraway seeds.
Maraschino
Sweet liqueur made from cherries.
Midori
Green honey dew melon-flavoured liqueur.
Parfait d'Amour (‘perfect love’)

Sweet, highly scented, violet-coloured liqueur.
Peach Brandy


REVISION # OI
Peaches steeped in brandy.
Royal Mint Chocolate

Like a liquid after dinner mint.
Sambuca
Aniseed-flavoured colourless, red or dark blue (black) liqueur.
Often served with three coffee beans in the glass.
Strega
Means 'witch' in Italian: features many herbs and barks of trees.
Tia Maria
Distilled from sugar cane and flavoured with Blue Mountain coffee.
Van Der Hum

South African cape brandy with tangerine (naatje) and a touch of rum.
Websites for liqueurs

Check out the following for more information:
 http://en.wikipedia.org/wiki/Liqueurs
 http://www.tastings.com/spirits/liqueurs.html
 http://www.drinksmixer.com/desc29.html.
Beer
Beer is available in draught and packaged form.
Draught beer is beer drawn through the tap from

barrels or kegs.
Packaged beer is beer in large and small bottles and

cans.
Beer Production
Beer is made by a process known as 'brewing'.
Precise times, temperatures and yeast type vary between breweries and
brews.
The major production steps are:
 Barley is steeped in water and germinates

 It is dried by warm air and ground in the brew house


REVISION # OI
 It is then mixed with water to make a liquid called 'wort'
 The wort is boiled up with hops and sugar
 The wort is then cooled and the yeast added to start the
fermentation process
 The beer is then clarified, stored and
matured
 Finally it is filtered, packaged and
despatched for consumption.
Boutique beer
A boutique beer is a beer that is not mass
produced.
It is usually made by a small operator such as a

pub brewery (sometimes referred to as a micro-
brewer).
Boutique beers may be domestic or

international, with many boutique beers only being available in the
premises where they were brewed, while others enjoy national exposure.
Commercially produced beer

Commercially produced beer may be seen as beer that comes from
commercial brewers others than boutique breweries.
These beers may be available in different alcoholic contents which are

classified generally as:
 Standard strength – which is around the 4.9% alcohol/volume mark

 Mid-strength – around 3.3% alc/vol
 Light – about 2.2% alc/vol
 Low alcohol – 0.9%alc/vol.
These beers may be domestic or international.
Citrus infused beers

A relatively recent addition to the beer market has been the introduction
of citrus infused beers.
These beers may be infused with orange, lemon and or lime.
Imported beers


REVISION # OI
Most countries now offer beers from many countries – at least in
packaged form. These beers are in addition to the local brews. Popular
imported beers include:
 Fosters – Australia
 Lowenbrau – Germany
 Beck’s – Germany
 Fürstenburg – Germany
 König Pilsener – Germany
 Stella Artois – Belgium
 Corona – Mexico
 Bass – England
 Budweiser – USA
 Hollandia – Holland
 Heineken – Holland
 Miller – USA
 Maes – Belgium
 Chimay – Belgium
 Duvel – Belgium
 Asahi – Japan.
Asian beers
The following list names popular Asian beers and is taken from ‘The
Asian Beer Guide’ at http://www.asianbeerguide.com/:
 Beer Lao
 Chang Beer
 Kingfisher
 Kirin Beer
 San Miguel
 Sapporo Beer
 Singha Beer
 Taiwan Beer
 Tiger Beer

REVISION # OI
 Tsingtao Beer.
More information is available at:
 http://en.wikipedia.org/wiki/Beer_and_breweries_by_region
 http://www.beers-of-the-world.com/.
Or do a search for the country you are seeking information about, such
as ‘Vietnam+beer’.
Beer variations
Most beer is consumed ‘neat’ but some people prefer to add a
little something to their beer, in order to get a different taste.
Beer variations include:
 Shandy – Beer and lemonade

 Beer with a dash – Beer with a dash of lemonade
 Lager and lime – Beer with a dash of lime juice
 Red eye beer – with tomato juice
 Black and tan – Beer and stout
 Half and half – Beer and stout
 Portergaff – Stout and lemonade
 Stout with a dash – Stout with a dash of lemonade
 Wedge of lime in neck of a Corona.
There is a wide variation in sizes of beer glasses from 200 mls upwards.
Non-alcoholic drinks
Non-alcoholic drinks should be available in all liquor outlets to comply

with general RSA principles. Non-alcoholic drinks may be hot or cold.
Examples of non-alcoholic beverages include:
 Varieties of tea – black, semi-black, blended, green, scented
 Coffee – including all espresso-based coffees and the flavours that
may be added
 Milk shakes and flavoured milks
 Smoothies
 Hot/iced chocolate
 Juices – bought-in and freshly squeezed juices


REVISION # OI
 Cordials and syrups
 Waters – still, sparkling, flavoured
 Soft drinks – also known as aerated waters: either bulk ‘post mix’
products or products from bottles or cans
 Non-alcoholic cocktails – known as ‘mocktails’
 Health drinks – including energy drinks
 Frappés
 Children’s specialty drinks.


REVISION # OI
2. Identify information required to fulfill responsibilities of job role
Introduction
The basis of doing any job properly is knowing what is required of you.
All jobs have unique activities (or ‘tasks’) attached to them and, in
theory, if everyone does what they should then the mix of everyone’s
efforts will result in the intended objectives and outcomes for the
business and good service to customers.
This section looks at the roles requiring food and beverage knowledge
and the tasks those roles are generally required to fulfil.
Job roles – what’s required?
Waiting staff and bar attendants are the primary hospitality roles
involved with food and beverage service.
Service staff may include:
 Head waiter – also known as Room Supervisor or Maître d’hôtel
 Food waiters
 Beverage/drink waiters
 Food and beverage waiters
 Runners.
It is to be expected that the job requirements for your job will have been
discussed at some length as part of the job interview.
General requirements
Head waiter
This role has the following responsibilities:
 Organising staff for the room/dining session

 Creating a table/floor plan for individual sessions
 Conducting the staff briefing before each session
 Liaising with all service staff, guests and management
 Welcoming guests on arrival – known as ‘greeting and
seating’


REVISION # OI
 Overseeing activities during service to co-ordinate service duties,
assist as required, deal with complaints, respond to issues as they
arise
 Monitoring service standards
 Conducting de-briefings at the end of service sessions
 Making suggestions regarding changes to operational matters,
recommendations for special events and advising in relation to
optimising sales and service.
Food waiters
This role performs the following duties:
 Setting up of the room

 Greeting guests
 Taking orders
 Serving and clearing food
 Preparing and presenting accounts
 Receiving payment
 Farewelling guests
 Stripping the room at the end of service.
The level of cash handling varies between properties and some food
waiters may also be required to reconcile takings at the end of the
session.
Food waiters may be required to handle simple plated service, silver

service, semi-silver service, or gueridon work.
‘Plated service’ refers to the service style where food is put on plates
(‘plated’) in the kitchen and then carried to the table.
See the videos below for examples of the following:
 ‘Silver service’ - http://www.youtube.com/watch?

v=8jVoMYMoVfs&feature=related
 ‘Gueridon service’ - http://www.youtube.com/watch?v=2VrIrQyslik.
Beverage or drink waiters
Beverage or drink waiters may have responsibilities for setting up the
glassware for tables and assisting food waiters and or bar attendants in
room preparation.


REVISION # OI
During service they have responsibility for:
 Taking drink orders

 Delivering drinks to the table
 Serving drinks including wine
 Making recommendations for beverages to
accompany meals
 Clearing glassware and empty bottles
 Preparing and presenting the beverage account
 Processing the drinks account
 Farewelling guests.
At the conclusion of service they may be required to work with food
waiters to strip the room, or with bar attendants to clean the bar and/or
prepare it for the next session.
Food and beverage waiters

The roles of the food waiter and the drink waiter may be combined into
one in situations where:
 The property is small – and cannot afford to

hire a separate food and drink waiter
 Management prefers the food and beverage
service roles to be combined in to the one
position – for example, management may feel
that service flow for a table will be better if
the one person provides the food service and
the beverage service as opposed to having a
separate person for each role.
The duties involved are a combination of the duties listed above for the
‘Food Waiter’ and the ‘Beverage/Drink Waiter’.
Runners
‘Runners’ provide a support role for the food waiter. Also known as
busboys/girls.
Their duties include:
 ‘Running’ dishes/meals from the kitchen to the waiter’s station – for

the waiter to serve
 Taking used/unwanted items from the room to the kitchen for either
cleaning or storing.

REVISION # OI
They also provide other support functions such as:
 Preparing butters and napkins prior to service

 Fetching extra things for a table/waiter as required during service
 Conveying messages between waiting staff and/or kitchen staff
 Dealing with spills.
Bar attendants
This role:
 Prepares the bar for service by putting away

stock, preparing/polishing glasses, cutting
fruit, and preparing drink garnishes, fruit
juices and cocktail requirements (gomme
syrup, sour mix)
 Serves the beverages and mixes the drinks
as ordered by the drinks waiter
 Serves customer direct – where bar service
is part of the dining experience
 Accepts payment for drinks/wines served
 May be responsible for running the beverage accounts, finalising
individual beverage accounts for payment and reconciling the
beverage takings
 Orders stock to replenish supplies at the end of trading
 Cleans/tidies bar at end-of-trade.
Specialist bar attendants are ‘Cocktail bar attendants’ who specialise in
the making of cocktails and generally also create new drinks and
display a high level of ‘showmanship’ in the discharge of their drink
mixing tasks.
Specific establishment requirements

Information indicating the requirements of the individual roles can be
obtained from:
Formal documents
These include Position Descriptions, Job Descriptions, Job

Specifications and Job Analysis sheets.
Where they exist they should:


REVISION # OI
 Set out the main activities each position is responsible for – which
should provide a fairly comprehensive list of the activities for each
role
 Name specific pieces of equipment that the person needs to be able
to use – this may be a point of sale unit/register, or a hand-held
ordering unit/system
 Describe the nature of any relationship that exists between the
position and other positions
 Who the position reports to
 Other staff the position may be responsible for
 Date the document was created – and should be reviewed/up-dated.
Note: many Job Descriptions usually contain a statement at the bottom
of the list of stated tasks along the lines of “Any other work as required
by management”.
This is a catch-all statement that allows management to ask any staff

member to undertake virtually any work that needs doing even though it
may not be specifically spelled out in the main body of the document.
Verbal advice from others
Commonly a staff member will simply be told by experienced or senior

staff about the work they are expected to do.
This may occur as part of a formal Induction program or be part of

learning on-the-job.
The advice should:
 Identify what needs to be done

 Indicate when it needs to be done – and by when it needs to be
completed
 Describe any standards that apply to the work
 Include any special house techniques that are approved or used for
the work
 Detail any legal compliance issues that need to be observed.
In many cases additional advice is given where actual practice by
individual staff demonstrates they cannot/do not meet enterprise
requirements.
Formal on-the-job training


REVISION # OI
Where an establishment provides formal on-the-job training, one of the
first training sessions usually covers the requirements for the job you
have been employed to do.
Checklists
Some properties provide checklists for staff to follow to assist them in

making sure that all tasks have been completed as required for their
role.
These may be posters/lists on walls in back-of-house areas.
More information?
Visit:
 http://www.barkeeper.ie/page.asp?Page=656
 http://www.hotelcareer.com/job-descriptions/food-and-beverage.
3. Develop and maintain product knowledge in line with job role and
responsibilities
Introduction
The previous section looked at the roles requiring food and beverage
knowledge and the tasks those roles are generally required to fulfil.
This section identifies how you can develop and maintain the required
product knowledge for various roles and responsibilities.
Context
The hospitality industry in general and food and
beverages in particular are a constantly
changing landscape.
New products, tastes, trends are constantly

emerging and some products lose popularity
and fade away.
To stay up-to-date with what is happening you

need to use a mix of informal and formal research techniques to keep
pace with these changes especially as they relate to your workplace.
Research
Research is the only way to develop and maintain product knowledge.
The key to effective research is you have to be proactive.
You must want to find out the information and you must take action to
do so.

REVISION # OI
It is not usually the case information will seek you out – you have to
take the initiative and seek it out.
Informal research
Informal research is not structured or formal. It almost occurs ‘by the

way’ as you do other things.
Informal research occurs when you use workplace observation, or ask

another team member or supervisor/manager about the product and
services offered by the establishment and by your competitors.
It also occurs when you obtain information from catalogues or

promotional and information material provided by suppliers, and product
manufacturers.
Other informal research options are reading F&B articles in the local
newspaper, watching F&B shows on the television, and reading books
with information on food and beverages.
You could become proactive and ask for verbal customer feedback on a
particular product or service by (for example) engaging people in
conversation as part of their eating/drinking experience.
You may also talk to the delivery driver who delivers your F&B products,
or the sales representatives who call in at the workplace and notify the
venue of new products and price rises, and who also take orders for F&B
products.
Formal research
Formal research is more structured and planned than informal research.
Examples of formal research include instances when you seek out

further product information by:
 Enrolling in a recognised course at a school or training college

 Attending product launches and promotions conducted by growers,
manufacturers and/or suppliers
 Attending seminars or industry nights where certain
aspects/products are the focus of the session –
and where you can grow your network of industry
contacts.
Included in this research is attending or participating
in in-house training.


REVISION # OI
Customer feedback or workplace observation
Staff can learn a great deal about products and services by observing
the workplace and obtaining customer feedback.
This information can also be used to evaluate products, services and

promotional incentives offered by the establishment.
Observation in the workplace may include:
 Being aware of new products and services offered on menus and

drink lists
 Being aware of product returns – that is being aware of which
products are frequently returned, and finding out why
 Familiarising yourself with promotional displays and printed materials
– so you understand the information the venue is providing to
customers
 Speaking with other team members about the services and products
they are familiar with – so you can benefit from their knowledge and
experience
 Observing customers' reactions to a particular product or service –
do they appear to like the new drink or not? Do diners seem happy
with the new food items on the new menu? How pleased/displeased
are they with the new/higher prices?
Need for a particular focus
For any research, questioning or observation to be successful it must be
done with one (or more) specific purposes in mind – you must have a
definite idea of what you want to find out about.
It is also good to know ‘why’ you want to know this information.
To obtain customer feedback the following have proved effective

strategies to use:
 Ask a customer for their comments after they have bought, eaten or
consumed a product/drink
 Seek written feedback by distributing ‘Customer Comment/Feedback’
cards and encouraging customers to compete and return them –
these cards can be written to request feedback on any topic of
interest/concern to you
 Advise patrons (where applicable) of your online ‘Tell Us What You
Think’ feedback facility – and encourage them to provide feedback
using this option


REVISION # OI
 Talk to customers – as part of their dining/drinking experience and
ask them questions designed to elicit information about topics you
want to find out about
 Observe customer reactions to certain thing – are they happy or
unhappy about a certain aspect of service? Do they appear to like or
dislike a new dish?
What should I develop and maintain knowledge about?
Again, the best advice is to begin/focus on products and matters which

relate to your workplace while (at the same
time, but as a secondary focus) building
general industry-wide knowledge.
It is therefore necessary to concentrate on:
 Current market trends – identifying new
products, determining what is gaining in
popularity and learning what is losing
popularity/flagging in sales
 Local area products – this means knowing what is produced/grown
locally and keeping in touch with developments in F&B produced by
local growers and/or businesses: many tourists to venues are eager
to sample the ‘local product’ and you need to know what is local and
what is not
 Seasonal produce – learning, for example which products are in
season, and when fruit and vegetables come in, and go out of, season
 Enterprise menus and specials – talking to chefs and participating in
tastings at work is essential so you can accurately pass on
information to customers based on real-life, personal experience of
the food/drinks
 Enterprise trends – you should to keep up-to-date with changes in
customer needs, customer profiles (age; where they come from) and
customer preferences as well as management plans for the property
 Current food and beverage festivals – so you know what you can
attend, and so you can pass this information on to interested
customers/tourists
 Promotional activities – to identify the Special Events that the venue
is organising: so you can promote it to patrons.
Sharing knowledge
It is important you share all new product knowledge with other staff as
you become aware of it.


REVISION # OI
Knowledge is no use until it is used and one way to use it is to share it.
Sharing your knowledge can be done in an informal fashion or a formal
manner.
Informal sharing
Examples of sharing information informally include:
 Talking to colleagues casually while at work or during work breaks
 Telling people in a random manner about the information you found
out
 Replying to question by including the new information as part of the
response.
Formal sharing
The following are ways you might formally share new

F&B information you have discovered:
 Passing on information at a staff meeting

 Sharing what you know with other employees at
daily briefing and de-briefing sessions
 Developing a written handout containing the
information – and distributing it to other workers.


REVISION # OI
4. Identify features of specific food and beverages which have potential
customer appeal
Introduction
Being able to identify features of specific foods and beverages which
have potential appeal to customers is an extension of the concept of
‘product knowledge‘ as described in section 1.1.
This section identifies – and in some cases reinforces previously

presented information – specific F&B features which should be learned.
Why is there a need to learn this?

You must be able to describe the special features of F&B items in order
to:
 Meet customer expectations – patrons expect you to know about this:

they will rely on you to advise them, provide
information and make
recommendations/suggestions
 Optimise sales – the more you know about
what you have to sell, the more likely you will
be to make increased sales. Knowledge is not
only power but it also usually translated into
revenue and profit
 Enhance the customer experience – the more
you can talk intelligently and professionally
with customers, the more they will enjoy the
experience and the higher the levels of
satisfaction
 Increase the likelihood of extra business – the more you know and
the better you can advise customers, the greater the likelihood of
those customers returning for another meal/drink and the greater the
chance they will tell their friends and family to come
 Meet management expectations – management expects all customer-
contact staff to be sales people and product knowledge is the key to
being able to do this effectively
 Demonstrate a focus on the customer and their dining experience –
as opposed to focussing on (just) what the venue wants to
sell/achieve.


REVISION # OI
Features to focus on
Features should relate to:
 The relationship between specific foods and

beverages
 Knowledge of specific foods
 Knowledge of specific beverages
 Products sourced from the local area
 Enterprise menus, specials and trends.


REVISION # OI
The relationship between specific foods and beverages
You should develop knowledge about the foods on your menu and the
beverages which work well together with them.
You should be able to recommend at least one generic ‘food and

beverage’ match/combination for every item on you menu.
Matches are commonly food and wine, or food and beer combinations.
Some venues:
 List possible matches on their menus

 Have a poster behind the bar listing possible matches.
See section 2.1 for more information on this important topic.
Knowledge of specific foods
As a general statement you should learn about all the food items on your
menus.
These menus may differ:
 Between meals – the lunch menu may be

different to the dinner menu
 On days of the week – the food offered
on weekends may differ to the menu
items offered on week days
 Dependant on menu types – there is
always a difference between menu items
listed on table d’hôte, à la carte and function menus.
You should seek to find out about:
 Characteristics of dishes – which can include capturing details about

aspects such as:
 Taste
 Aroma
 Consistency (tactile/in-mouth) of the product
 Special growing/feeding of livestock
 Cut of meat/part of the animal used
 Cooking style


REVISION # OI
 Time to prepare – or is the item already cooked and ready to
serve?
 Service options – is the dish available just as main course, or can
it also be served as an entrée? Is it available only for eat-in dining
or can it be served as a take-away dish?
 Price
 Serve size – how big is the menu item?
 Origin of:
 The ingredients in the dish – which are local, which are national
and which are imported?
 The name of the dish – if the dish has a special name, what was
the origin of that name? For example, how did ‘Monkey Gland
Steak’ get its name?
 Opinions (from experts and customers) – in relation to their opinion of
taste and value-for-money
 Cultural and dietary aspects – identifying those for whom the dish
would be acceptable/suitable and those for whom it would not be.
Knowledge of specific beverages
You must develop knowledge about beverages available for consumption
on the premises, and those available for take-
away consumption.
For all the beverages available in your
workplace develop knowledge about:
 The alcohol strength for all alcoholic
beverages
 The country of origin of products
 Prices – for individual drinks and full bottles/units
 Different (standard) serve sizes of drinks and packaged products
 Taste
 Colour
 Special characteristics – for example, the gold flakes in Goldwasser
or the worm in certain tequilas
 Vintages available – for the wines
 Prizes/awards won by wines, spirits and beers
 Uses for wines, spirits and liqueurs (as applicable) – such as:

REVISION # OI
 Beverages which can be served ‘neat’
 Mixed drinks – knowledge of the mixers which can be used with
spirits
 Cocktails
 Cooking or other food-related uses.
Products sourced from the local area
‘Local’ has two meanings in this context:
 The immediate region – any place which is close by
 The country in which you live – anywhere in the country can be
referred to as ‘local’.


REVISION # OI
To help the local economy and promote local products you must identify:
 Local wines, beers and other alcoholic and non-alcoholic beverages

 Locally ‘processed’ items
 Raw materials/ingredients/food/products grown or raised locally –
including famous/well-known and items as well as specifically
national products not commonly found elsewhere.
Information you should strive to learn includes:
 Names of the products and their characteristics (flavour, appearance)

 Names of growers/providers and their location – and how to get there
 Quantities/packages available for sale to the public
 Whether there are customs restrictions on tourists taking these
products out of the country
 Cost
 How they are/may be eaten or consumed
 Popularity of items with nationals/locals
 Basics of how items are grown or
produced.
Enterprise menus, specials and trends
Menus
Your knowledge of items must include
information about:
 Serve size
 Taste – ‘hot’, ‘spicy’, ‘creamy’, ‘bitter’
 Which items are ‘fresh’ and which are pre-prepared/frozen and
reconstituted
 Dishes which are cooked and ready-to-serve – and the cooking time
or waiting time for other items
 Items which may be served as main course and entrée
 Ingredients
 ‘Cooking or preparation style
 Cultural and dietary acceptability.

REVISION # OI
Specials
Specials are items (or menus) only available for a limited time, to
celebrate a certain event (a public holiday or religious event; a wedding
or party) and/or as part of a package deal a visitor may have purchased.
Your knowledge of specials must embrace:
 Items available as part of the special deal

– food and beverages
 When the special begins – and when it
finished
 Cost
 Who is eligible for the special – the special
may be available to everyone or only to
nominated categories of people (such as tour group members; those
attending a wedding)
 What makes the special, special – is it the special low price? Is it the
great value-for-money? Is it the dishes or drinks which are featured?
Trends
It is useful to understand the local or venue-specific trends which apply
to food and beverages as this knowledge can be used to:
 Make recommendation about food and

drinks
 Engage customers in conversation
 Demonstrate your professionalism in the
industry and your job
 Further determine emerging trends – trends
by their very nature are constantly changing.


REVISION # OI
Task Sheet 3.1-1
It is a requirement of this Unit you complete Work Projects as advised

by your Trainer. You must submit documentation, suitable evidence or
other relevant proof of completion of the project to your Trainer by the
agreed date.
1.1 Identify a venue which provides internal dining (food and beverages)
and prepare and present a detailed list which:
 Identifies and gives a description of the menu items available on

a standard lunch or dinner menu including price, cooking style,
and ingredients
 Identifies and gives a description of the beverage available on a

standard drinks list.
1.2. Identify a food or beverage position in a venue and:
 List the food and/or beverage tasks for the position
 Explain the strategies you would use to gain initial product and
F&B knowledge, and the practices you could use to maintain
relevant information as the role (or other workplace
requirements) change.
1.3. Identify one local food and one local beverage and for each item
identify/describe:
 The product – name, taste, appearance, other characteristics
 Name of supplier or provider or grower or processor
 Cost
How and why the items are special?


REVISION # OI
Performance Checklist
Task Sheet 3.1-1

When obtaining product information on food and beverages:
 Be proactive in finding relevant information
 Do internal and external research to obtain facts, figures and product

knowledge
 Undertake formal and informal research activities
 Learn about the different courses, dishes and ingredients used
 Learn about cooking times, styles, specialist items, national dishes and
signature dishes
 Be able to name all the food and drinks served – and their ingredients
 Learn about beers, wines, spirits, liqueurs and non-alcoholic drinks
 Learn about service options for F&B items
 Taste test items
 Determine the specific F&B knowledge you need for your job role and learn
that first
 Read all internal documentation – menus, drink and wine lists, job
descriptions, training materials
 Share new knowledge with other staff
 Spend time learning about special features which have the potential to
interest and be attractive tourists/visitors.


REVISION # OI
Learning Outcome No. 2 Undertake Suggestive selling
CONTENTS:
 Taking reservations
 Table set-up
 Napkin folding
 Skirting buffet/display tables
 Banquet set-ups
1. Information about the food items are provided in clear

explanations and descriptions.
2. Items on specials or promos are offered to assist guests with food
and beverage selections.
3. Name of specific menu items are suggested to guests rather than
just mentioning the general categories in the menu to help them
make the choice and know what they want.
4. Standard food and beverage pairings are recommended.
5. Several choices are given to provide more options to guests
6. Descriptive words are used while explaining the dishes to make it
more tempting and appetizing.
7. Suggestive selling is carried out discreetly so as not to be too
pushy or too aggressive.
CONDITION:
The trainee / student must be provided with the following:
Specials or promos Menu categories Food and beverage

 House specials  Meat pairings
 Soup of the day  Vegetable  Burgers and fries
 Combo meals  Dessert  Steaks and salad
 Best sellers  Beverages  Steak and mashed
 Chef’s pick  Entrée potato
 Seasonal items  Seafood  Dessert and coffee
 Seafood with white
wine
METHODOLOGY: ASSESSMENT METHOD:
Lecture Oral examination

Discussion Written examination

REVISION # OI
Film viewing Performance test
Demonstration
Undertake Suggestive Selling



REVISION # OI
Go through the learning activities outlined for you

on the left column to gain the necessary
information or knowledge before doing the tasks to
practice on performing the requirements of the
evaluation tool.

Competency of Food and Beverage Services
NCII. Your output shall serve as one of your
portfolio for your Institutional Competency
Evaluation for Promote food and beverage
products.
Feel free to show your outputs to your trainer as

you accomplish them for guidance and evaluation.


After doing all the activities for this LO2:

undertake suggestive selling; you are ready to
proceed to the next LO3; Carry out upselling
strategies.
Information Sheet 3.2-1
1. Offer advice on suitable combinations of foods and beverage where

appropriate
Introduction
Many customers will require help or advice when choosing beverages to
accompany their selected dishes.

REVISION # OI
It is part of the standard service by any outlet for staff to help
customers choose a beverage to suit both their preferences and match
appropriately with what they are eating.
This section offers advice in this regard.
When could you offer this advice?

Advice about drinks to accompany food can be
offered in response to enquiries, or offered as part
of service provision without being asked.
Typical occasions providing an opportunity or

need to advise customers in this regard include:
 Serving a customer at the bar who is thinking

about having a meal
 Serving the customer at a table who has
ordered, or is about to order, their food
 Greeting and seating the customer – by advising them of any Specials
which may be available
 In public areas – where customers approach you and ask a question
about the dining facilities available
 Taking a reservation or enquiry over the telephone – where customers
make enquiries about what is on the menu and drink lists
 Responding to requests for room service to guest rooms
 When helping customers in a bottle shop/take-away liquor situation –
by helping customers to choose a beverage to accompany a meal
being prepared at home.
Ask some questions first

There is a need to ask questions before advising customers about food
and beverage selections (see next section) and there is a need to ask
questions before making recommendation or suggestions for drinks to
accompany food.
Basic questions which may need to be asked include:
 Do they want an alcoholic or non-alcoholic drink to accompany their

food?
 Do they want a beverage they can share with others, or is the request
for assistance just for them as an
individual?


REVISION # OI
 If they want wine, do they prefer red or white wine? Do they prefer a
still wine or a sparkling wine?
 What have they selected in the way of food? It is important to identify
this in order for you to suggest an appropriate food and drink
combination
 Do they want to try something local? Many tourists/visitors are eager
to try a local/national product specific to your country or region
 Are they looking for a new experience or do they want something
they know they like?
All suggestions you make must reflect the identified needs, wants and
preferences of the guest/s.
One thing you must NEVER do

It is never acceptable to respond to the question “What do you
recommend to go with the fish?” with “I don’t know, I don’t drink”, or
simply “I don’t know”.
Even though you may not drink (alcohol), and despite the fact you might
not have personally tasted all the beverages on the drink list it is your
job to provide an intelligent response or suggestion to the patron.
A word of warning
You must understand your advice regarding suitable
food and wine combinations will never always be
acceptable to all people you provide assistance to.
People are individuals and they may not like the

suggestions you make.
This is to be expected so never get upset with

yourself or annoyed at the customers if they ignore
your advice or express disbelief about what you
have recommended.
Accept their decision with good grace and, where applicable, make
another suggestion.


REVISION # OI
Possible food and wine combinations
The most common request for advice
regarding matching a beverage with food
relates to wine.
Some basic suggestions for Western style

foods are presented below but remember:
 These are only generic suggestions

 There is a great variation in wines of
the same type from different countries
and from different vintages
 There can be a significant variation between the tastes of the same
menu item between different kitchens/venues.
Food Wine
Seafood Semillon, Sauvignon Blanc, Riesling
Game Cabernet Sauvignon, Shiraz, Chardonnay, Semillon
Red meat Cabernet Merlot, Cabernet Sauvignon, Shiraz, Malbec
Poultry Chardonnay, Chenin Blanc, Verdelho
Salads Chenin Blanc, Verdelho, Chardonnay, Riesling
Antipasto Chardonnay, Rosé
Pasta Chardonnay, Riesling, Shiraz
Cheese platters Cabernet Merlot
Desserts Dessert wines
Website information
Generic and Western food and wine combinations
For more information on generic and Western matchings of food and

wine visit:


REVISION # OI
 http://www.wineaustralia.com/australia/Default.aspx?tabid=827
 http://www.winespectator.com/Wine/Wine_Basics/Wine_Basics_Templa
te/0,1199,17,00.html.
Advice from individual wineries
It is also interesting to look at the advice

presented by individual wine makers in
relation to the matching of their wines with
food.
You should look at the individual websites of

wineries who are listed on your workplace
wine/beverage list.
As an example of what is available online take

a look at:

http://www.brownbrothers.com.au/yourplace/wineFood.
Beer and food
As beer becomes more popular and a wider variety of beer styles

become available many breweries provide online advice regarding the
way their various beers can be matched with food.
Visit individual brewery websites to determine if they have specific ‘food

and beer combinations’ advice, or for information relating to the generic
pairing of beer and foods, take a look at:
 http://www.alabev.com/foodpair.htm
 http://www.brewdog.com/blog-article/brewdogs-guide-to-matching-
food-with-beer
 http://www.brew-monkey.com/articles/pairingbeer.php.
The unique nature of Asian foods

While there is much in the way of Western food available on menus in
Asia, there are also many unique Asian dishes.
These dishes are often considerably different to traditional Western

dishes featuring an emphasis on strong flavours, and significant
emphasis on sweetness, saltiness, sourness and spices, as relevant to
the selection of curries, barbecued food and stir fried dishes (to mention
but a few).
General rules (which must be subject to the nature of individual dishes

and individual wines) include:

REVISION # OI
 There is less of a pleasing match of food with strong-flavoured reds
 White wines tend to be more acceptable than red wines
 There should be a preference for wines which complement the food,
as opposed to ‘contrasting’ the food (see below, this section).


REVISION # OI
Websites
Visit the following for more detail on potential wine and food
combinations for Asian food:
 http://whiteonricecouple.com/recipes/appetizers-spreadable-dips/pair-
wine-asian-food/
 http://www.gayot.com/wine/pairing/asian-food.html
 http://www.asianpalate.com/asian-food-wine/pairing-concepts.
‘Complement’ or ‘Contrast’
You must become sufficiently
familiar with the wines on the
drink list in your workplace to
make intelligent recommendations
to compliment the food available
in the menu/s.
The best way to gain this

knowledge/appreciation is to taste
the wine to gain first-hand
experience.
One way of choosing wines to match food and provide a suitable food
and beverage combination is the ‘Complement or Contrast’ approach as
follows.
‘Complementing’ food and wine
When complementing food with wine, try to select wines which will
harmonise well with the dishes and their ingredients – general
guidelines are:
 Whites with fish, chicken, veal and pork

 Reds with dark meat
 Reds with cheese
 Delicate wines with delicate food
 Full-bodied wines with full-bodied food
 Sweet wines with sweet food
 Champagne or sparkling wine can generally go with anything and
with any course as there are many, many styles of this type of wine.


REVISION # OI
‘Contrasting’ food and wine
‘Contrasting’ relates to selecting a wine which stands distinctly on its

own when compared to the food being eaten and is viewed as a
separate taste experience.
This approach seeks to distinctly differentiate the wine from the food,
as opposed to creating a reciprocal/harmonious match with the food
being eaten.
It is, however, best to apply the concept a style of wine goes well with a
style of food and then fine-tune your selection from that point, taste-
testing dishes and wines, and taking professional advice from wine
experts.


REVISION # OI
2. Provide assistance to customers on selection of food and beverage
items
Introduction
There is always the possible need to provide assistance to customers in
their selection of food and beverage items.
This section identifies strategies to provide high levels of relevant

service when providing this assistance.
Provision of general assistance

You should provide assistance to customers at
every opportunity.
This assistance may need to be provided to
regular customers as well as tourists/visitors
who have never been to the venue before.
The keys to providing general assistance are:
 All information should be provided clearly and accurately/honestly

 Make sure you speak clearly, confidently and audibly.
Often, customers will ask you for this help, but frequently – by observing
customers, or listening to what they are saying – you can offer this
advice before they ask for it, thus providing outstanding customer
service.
Remember, not all those who need help will ask for it: it is part of your
professionalism to be proactive in offering it.
If you are ever in doubt about whether to offer assistance: ask the
customer if they would like some help. Never hold back on offering
assistance simply because you are unsure about whether it is wanted or
not.
You must bear in mind some people are too 'frightened' to ask, they may
be in a strange town, they may in a different culture, or they may be
amongst people who are speaking a different language.
In addition, customers may have had a bad day and feel if they ask for
something, they will not get it anyway.
Or, they may have had a previous bad experience with service and feel
asking anyone will simply be a waste of time: in these cases, your offer
of help can turn a negative service situation into a positive one.

REVISION # OI
When might customers need help in deciding what to drink?
Advice may need to be given when:
 Customers are unsure about what they would like – sometimes

regular customers come in and are bored with their normal drink, and
want something a bit different
 The drink or brand they have ordered is unavailable – after
apologising you must be able to recommend a suitable alternative
 It is a special occasion – customers often want ‘something different’
to celebrate a special occasion. This may be a promotion at work, a
new addition to the family, or they are having a birthday: suggest
something really different to their traditional drink – Champagne or
sparkling wine is a common choice for many
 You have a new product in stock – let the customers know: tell them
what it is like, what it goes with, how much it costs, how strong it is,
and so on
 The customer is feeling ‘off colour’ or a bit low – you may want to
suggest some refreshing style of drink, or a non-alcoholic alternative
to their usual
 They are dining – see next section
 They do not want to drink alcohol, or they need to limit their alcohol
intake – you have a moral and legal duty to assist patrons who do not
want to consume alcohol, or want only a little.
Ask some questions first
When advising customers it is a good starting point to ask a few

questions first:
 Do they want a hot or cold drink?

 Do they want something alcoholic or
non-alcoholic?
 Would they prefer a beer, a wine or a
mixed drink?
 Have they tried your cocktails?
 Do they prefer a red or a white wine?
 Do they want a bottle or is just a glass their preference?
Information to provide


REVISION # OI
When you have determined customer preferences/wants/needs what
they need it is useful if you can give them information about things such
as:
 Taste, colour and aroma of the product – let them have a look at the
bottle/product, perhaps a free small taste (if house rules allow this)?
 Whether it is imported or domestic – including identification of the
country of origin: in some cases it is a ‘selling point’ if it is domestic,
and in others it is a ‘selling point’ if it is imported
 How it may be consumed – give the customers some options about
how they can experience the beverage: can it be served over crushed
ice? Can it be mixed with a fruit juice or aerated water? Can it be
made into a cocktail?
 The alcoholic strength – never guess at this (for responsible service
of alcohol reasons): read it from the label
 Size of the drink, glass, can, bottle or carafe which can be served –
try to match the size offered to the number of people in the party/at
the table
 Any special points about it – mention industry awards it may have
won, mention things like the worm in certain tequilas, any special
advertising campaigns running for it, any competitions people can
enter if they buy some of the product.
Giving assistance on food
When describing items, make sure you make them sound appealing by
using descriptive words like “succulent", “delicious”, “fresh this
morning”, “made fresh this afternoon”, but make sure you are not
misleading in what you say.
If you know the steak is tough, then do not describe it as “juicy and
succulent, melt in the mouth”.
Items which may need to be covered include:
 Soup of the day – make sure you know the correct name and the
ingredients. Is it thick? Thin?
 Fish of the day – what is the name of the fish? What cut is it (whole;
fillet; steak; cutlet)? How is cooked and presented?
 Roast of day – what sort of meat? What type of joint?
 Daily specials and signature dishes
 The vegetables for the session – How are they cooked?


REVISION # OI
 Sauces – what sort of sauces are available and what are they used on
(Meat? Fish? Vegetables?).
Many venues have a staff briefing before each service session where
the kitchen advises waiting staff about the food, specials, and
vegetables being served for the session.
Answering questions
If the customer asks questions about the food, these

must be answered courteously and honestly giving
attention to providing all the information required by
customers.
Find out if the venue allows you to give ‘taste tests’ of
dished to customers who are considering what to order.
See also section 2.3 below.
You must develop knowledge about:
 The tastes of dishes – many people will ask “What does it taste like”?
and you need to be able (at least) to provide a generic description
(for example such as it is ‘hot’, ‘spicy’, ‘creamy’, ‘crisp’, ‘moist’,
‘sweet’ or some other basic yet accurate description as appropriate
to the individual dish
 Ingredients in dishes
 Cooking/preparation times
 Whether things like MSG, sugar, and flour are present in dishes – in
case customers have allergies
 Serve sizes – are they big or small? Is there a particular weight
attached? For example, the steak may be 800 gm
 Whether items are fresh, frozen, canned – people often ask the
question “Is it fresh or frozen?”
 Why a certain dish has the name it does
 What different cooking styles mean
 Menu and cooking terminology.
Go beyond just providing food and beverage assistance

Certainly you have to provide specific food and beverage assistance to
customers but never believe this advice, recommendations or
suggestions are the end of the assistance you are expected to provide.
I should go without saying if anyone anywhere is in need of help – you

provide it.


REVISION # OI
Never, never, never refuse to help someone by saying, "Sorry, that's not
my area" or “It’s not my job”.
Always stay alert to offer help in situations such as:
 Carrying drinks for them to a table – where waiters are busy or there
is a large number of drinks to be taken to a table
 Rounding up their children who may have gone wandering a little too
far from the table – this helps provide ‘Wow’ service
 Getting a copy of today's newspaper for someone who wants to read
an article they have heard of
 Helping guests with luggage – in or out of the property
 Holding a door open – for guests/customers who are coming in or
leaving
 Supplying nasal tissues to someone who seems to need them –
without having to be asked
 Obtaining a street directory for the
customer to look at if they are unsure
about the local area
 Phoning a taxi if the customer indicates
they want when
 Offering/getting some extra ice for a
customer if they seem to have run out
but they still have some drink left
 Going to another part of the venue to
get a bottle of wine the guest wants, but which is not on the wine list
in this particular area.


REVISION # OI
3. Respond courteously and authoritatively to customer questions in
relation to menu and drink lists
Introduction
All questions customers ask must be answered appropriately.
This section provides tips on answering customer questions and must

be read in conjunction with section 2.1 and 2.2.
The basics
All responses to customer questions about food
and beverages must be answered:
 Courteously
 Correctly/accurately
 Honestly.
When responding you must:
 Speak clearly
 Speak confidently
 Talk loud enough so people can hear you – without shouting.
The context of customer questions

Customers ask questions for lots of reasons and this is to be expected.
Good business practice is to plan and prepare for anything you

think/know is going to happen, so it makes sense to plan for the way you
respond to customer questions.
Your patrons can often be in strange surroundings, not know what is

available or simply be seeking to communicate with you: it is important
to bear in mind in the hospitality industry; the personal interaction
between staff and customers is often the service element distinguishing
one venue from another.
Questions are part of the communication process and it is through this

communication you (and the customers) can build the relationship
fundamental to developing a positive rapport.
This highlights customers ask questions for various reasons – they are
not being rude, they are not stupid – they often simply want to be
noticed and acknowledged, or they genuinely want information about
things they do not know (enough) about.

REVISION # OI
Remember:
 It is part of your job to help customers by answering their questions –

answering customer questions is not an additional task added to your
Position Description you are being asked to undertake free-of-charge:
you are being paid to answer customer questions
 Customer questions are not an interruption to your work – they are an
integral part of it
 Never give customers the feeling their question is stupid or weird, or
the answer should be ‘obvious’
 These notes have suggested you ask questions on several occasions
so as you can provide the best service or advice, so why customers
not do the same thing so they can optimise the enjoyment they get
from their dining experience?
The basics in responding to questions
When responding to questions asked by
customers:
 Be polite
 Always address them promptly
 Never give the impression their questions
is:
 A nuisance, an interruption or an imposition
 Stupid
 The one-hundredth time you have been asked the same question
 Smile when dealing with the question
 Give customers your full attention
 Give customers time – do not rush your response/explanation
 Ensure they understand your answer, directions or recommendations
– ask if everything you have said to them is clear: ask if they have any
other questions.
What if I don’t know the answer to a question a customer asks?
Never just say, "I don't know!"
It is a fact of life no-one knows everything, and as

a staff member, it is quite possible you will be
asked a question you do not know the answer to.


REVISION # OI
That, in itself, is not a problem: the potential problem is how you deal
with that situation.
It is acceptable to say, "I don't know…", but you must follow it up with,
"… but I'll find out for you" and then take whatever action is necessary
to find the answer.
Regardless of how much work and research you do there will always be
occasions when you are asked a question you cannot answer: when this
happens, do not get flustered but treat it as a learning experience and:
 Apologise to the customer

 Tell them you do not know the answer to their question
 Tell them you will go and find out, ask the kitchen, ask bar staff or
speak to management
 Do so
 Go back to the customer and pass on what you have found out.
4. Respond courteously and authoritatively to customer questions in relation to

menus and drink lists
Introduction
It is vital you are able to provide accurate advice to customers to assist
them meet special dietary or cultural needs.
This section provides advice on how this may be achieved.
Some customers will have special food requests.
These may be based on dietary and cultural needs and may also have
important medical considerations making it critical to fulfil these
requests because failing to do so can be literally life-
threatening.
What special requests might apply?
Customers can ask for an unlimited number of special

requests and where possible you should do everything
to accommodate them within operational, safety, cost
and resource limitations.
Never agree to a special request made by a

guest/customer unless you know it can be met.


REVISION # OI
This means you will often need to check with the kitchen before you
respond to a special food request or query.
Special requests can include:
 Timing issues – such as customers/tables asking for their food to be

served ‘as quickly as possible’, or asking there is a gap of an hour
between each course
 Cultural issues – some guests may ask for food and beverages to
meet their cultural and/or religious needs.
 Always check with the kitchen or your supervisor before committing
the venue to meeting these needs.
Refer to notes below and visit the following sites for information:
 http://www.jewfaq.org/kashrut.htm
 http://www.inmamaskitchen.com/FOOD_IS_ART/mideast/saudi_coo
king.html.
 Dietary requirements – see below
 Personal preference requests – in relation to serve size, extra
amounts of certain foods, no sauce or no chips, a special way of
cooking not listed on the menu, or the inclusion or exclusion of
nominated ingredients from a dish
 How steaks are to be cooked – see below
 Entrées required as main courses – or main course meals requested
as entrées.
What special dietary needs may patrons ask you to accommodate?
The range can be quite large and include:
 Vegetarian requests – this is a common dietary-related request and

can include:
 Lacto-ova vegetarians/Ova-lacto vegetarians – these are the
majority of ‘vegetarians’: they eat dairy products and eggs but not
meat of any kind (meat, poultry or fish)
 Lacto-vegetarians – they do not eat meat, poultry or fish: they do
not eat eggs but they do eat dairy products
 Pescatarians – people who do not eat meat, poultry or animal flesh
but do eat fish


REVISION # OI
 Vegan – this definition is open to various definitions so it is best to
check exactly what the diner means when they say they are a
‘vegan’
 Generally a vegan can be seen as anyone who does not eat meat,
poultry, fish, eggs or dairy products and doesn’t eat foods derived
from animals (such as gelatine)
 The person may also ask they are served only raw/unprocessed
foods, or foods which have not reached a temperature of above
46ºC (because they believe foods above this
temperature have had some/most of their
dietary goodness removed/be harmful to the
human body
 Requests for low-salt meals
 Requests for low-sugar/no sugar meals –for
diabetics
 Requests for lactose-reduced milk – for those
who are lactose intolerant
 Requests for gluten-free food – from patrons
who have celiac disease
 Requests for a macrobiotic diet – for those who
are especially health-focussed they will request unprocessed vegan
foods, no oil and no sugar.
Important note
It is extremely important to make sure special requests relating to
dietary issues and/or identified medical conditions receive extra/special
attention and care as there can be severe consequences if these dietary
needs are not met.
These needs can be seen to include any situation where the

customer/guest has mentioned they have special needs in relation to:
 Allergies
 Medications
 Health-related conditions –such as diabetes
 Specific diets which are mentioned.
The consequences (such as the possibility of anaphylactic shock,
increased blood sugar levels and other reactions diners may have to
various foods or substances) can result in the property being sued


REVISION # OI
where the health of the guest suffers as a result of being served a meal
which does not comply with their stated requirements.
Remember all properties have a common law ‘duty of care’ towards their
patrons and this obligation definitely extends to situations where
customers have asked for a certain meal/food and are served something
which does not comply with their stated requests and when this results
in injury to those persons.
Keys in dealing with health-related special requests
The keys in relation to this situation are:
 Always check with management or the kitchen to determine whether

or not a specific stated dietary request can be accommodated or not
 Make doubly sure those preparing the dish know the specific dietary
requirements which have been requested
 Never assume the kitchen can accommodate dietary needs of
patrons – even if you have accommodated similar requests in the
past
 Double check with the kitchen when you pick up a dish for service to
the table – ask them if they have prepared the food as requested and
obtain positive confirmation before taking the dish to the table
 Ensure appropriate emergency procedures are in place to manage
situations where customers are adversely affected by foodstuffs
while on the premises – these procedures may be included in the
Emergency Management Plan for the premises and may include the
procedures for providing first aid in the property and for summoning
professional assistance.
Cultural needs
Jewish guests
Jewish customers may wish to eat

‘kosher’ food – meaning food deemed by
them to be ‘proper’ according to Biblical
beliefs and laws.
A full understanding of kosher food is

complex and the following notes are
designed to provide an overview rather
than a detailed study.


REVISION # OI
Kosher meat may only be sourced from certain allowed animals such as
ruminants with split hooves, domestic birds (such as chicken and
turkey) and fish with fins and removable scales.
All ruminants must be slaughtered by special slaughtermen according to

Jewish law, and during food preparation, special other considerations
must be observed such as ensuring that milk and meat are not mixed
together.
Special requirements also apply to the equipment used (that is, making
it kosher), including special cleaning techniques and resting periods
between usage.
A limited number of establishments have addressed the needs of those

seeking kosher food and provide all necessary prerequisites,
supervision and requirements: they advertise their ability and capacity
to provide these services and a web search will readily identify them.
Muslim guests
Muslims eat ‘halal’ food – that is, food which is

allowed or lawful.
Foods which are not halal are referred to as ‘haram’

and these foods include pork (and its by-products),
any animal not slaughtered according to special
requirements, blood, carnivorous animals, birds of
prey and animals without external ears.
Muslims may also not drink alcohol.
Any foods not obviously halal, or haram, are deemed

‘mashbooh’ and should be avoided because of their uncertain
origin/nature.
Hindu guests
Hindus have a great respect for food and the way it interacts with other
aspects of day-to-day life.
While they are not total vegetarians, they do not each much meat as
they regard the killing of
animals for food as bad karma.
They generally shun spicy

foods, mushrooms, garlic and
onions but will eat other
genuine vegetarian dishes
which are not bitter, sour or
salty.

REVISION # OI
Degrees of ‘doneness’ of steaks
It is important to note on the order how the guest wants their steak
cooked.
Degrees of doneness are:
 Blue – steak is seared on both sides then served

 Rare – steak is served when browned on both sides, and meat still
contains blood
 Medium rare – steak has less blood than a rare steak, though blood is
still just present
 Medium to well-done – steak is cooked all the way through, no sign of
blood
 Well-done: steak is cooked very well – a little burnt on the outside
and definitely no sign of blood.


REVISION # OI
Task Sheet 3.2-1
It is a requirement of this Unit you complete Work Projects as advised

by your Trainer. You must submit documentation, suitable evidence or
other relevant proof of completion of the project to your Trainer by the
agreed date.
2.1 Obtain a food menu and a beverage/drink/wine list from a venue and
prepare a list showing suitable beverage combinations for all main
courses listed on the menu.
2.2. Using the menu and beverage/drink/wine list used for Work Project
2.1 prepare recommendations which you could make to guests as
follows:
 Two food items for someone who is very hungry
 Two dishes for someone who is not very hungry
 Two foods suitable for someone who is a diabetic
 Two examples of food items for someone who is Muslim
 Three food items for someone who is a vegetarian
 Two drinks for a person who says they want a fresh fruit
beverage
 Two alcoholic beverages which are local/domestic.
2.3. Using the menu used for Work Project 2.1:
 Develop a list of at least 10 questions you could expect guests to

ask about the menu items listed on the menu
 Prepare sample answers/responses to the questions you have

prepared.


REVISION # OI
Performance Checklist
Task Sheet 3.2-1
When providing customers with relevant food and beverage product knowledge:
 Be prepared to offer help and advice at every opportunity – be proactive
 Ask some questions to identify guest needs, wants and preferences before
making recommendations
 Ensure suggestions reflect the identified preferences of the guest
 Learn the dishes in your workplace and learn the beverages which match
them/make a suitable accompaniment.
 When recommending wines consider the ‘complement’ or ‘contrast’

approach
 Use product knowledge as the basis for information/help provided
 Try to obtain first-hand knowledge about the food and beverages you serve –
try to taste test everything
 Determine the specials/food before each service session – from the kitchen
 Be alert to the potential to provide extra service when providing customers

with F&B product knowledge
 Respond to questions and queries in a courteous and honest manner
 Always tell the truth about the items you recommend – tell the ‘bad’ as well
as the ‘good’
 Prepare for questions from customers – try to determine the questions they
might ask and plan a suitable response
 Never say “I don’t know” or “It’s not my job”
 Be very careful when responding to food queries relating to health, diet or

medical issues
 Always check with the kitchen before taking a special food order


REVISION # OI
Make sure the kitchen understands the requirements for any special
food requests you place with them.


REVISION # OI
Learning Outcome # 3 Carry out upselling
strategies
CONTENT:
1. Menu
2. Order taking systems
1. Slow moving but highly profitable items are suggested to increase guest check.
2. Second servings of items ordered are offered.
3. Food portion or size is mentioned for possible adjustments with the orders.
4. New items are recommended to regular guests to encourage them to try other
items in the menu.
CONDITIONS:
Student/ trainee must be provided with the following:
Freshly prepared
 Delicately seasoned
 Soft and juicy
 Mouth watering
 Flavorful
 Spicy
METHODOLOGY:
 Modular (self-paced)
 Industry Immersion
 Film viewing
 Demonstration
 Discussion


REVISION # OI
ASSESSMENT METHOD:
 Interview (oral/ questionnaire)

 Observation
 Demonstration of Practical Skills
 Written examination


REVISION # OI
CARRY OUT UPSELLING STRATEGIES


Read: Information Sheet 3.3-1 which trainers use in evaluating their trainees after
Answer: Self Check 3.3-1 Go through the learning activities outlined for you on
Perform: Task Sheet 3.3-1 knowledge before doing the tasks to practice on

Competency of Food and Beverage Services NCII.
Your output shall serve as one of your portfolio for
your Institutional Competency Evaluation for
Promote food and beverage products.
Feel free to show your outputs to your trainer as you

accomplish them for guidance and evaluation.


After doing all the activities for this LO3: Carry out
upselling strategies; you are ready to proceed to
the next unit of competency.


REVISION # OI
COMPETENCY ASSESSMENT TOOL
Evidence Plan
Competency
standard:
FOOD & BEVERAGE SERVICES NC II
Unit of Provide food and beverage service
competency:
Ways in which evidence will be collected:
Demonstration&
Observation & Questioning
[tick the column]
Third party Report
Portfolio
Written
Questioning
The evidence must show that the trainee…
The trainee must know how to deliver food items and cleaning
food service areas according to establishment standards.
The trainee must know to communicate and interpersonal
skills according to establishment standards.
The trainee must know the roles and responsibilities of the
food service team according to establishment standards.
The trainee must know how hygienic and appropriate personal
presentation according to establishment standards.
The trainee must know legislative on OH & S.
NOTE: *Critical aspects of competency


REVISION # OI
Demonstration with Questioning Checklist
Trainee name:
Trainer name:
Qualification: FOOD & BEVERAGE SERVICES NC II
Unit of competency: Provide Food and Beverage Service
Date of assessment:
Time of assessment:
Instructions for demonstration
Given the necessary tools, the candidate will be able to demonstrate, Providing Food and
Beverage Service following standard procedures within 15 minutes.
 to show if
DEMONSTRATION evidence is
demonstrated
Yes No N/A
During the demonstration of skills, did the candidate:
 Demonstrated ability in communication skills according to
establishment standards and procedures.   
 Demonstrated ability plate carrying and clearing techniques in

accordance with establishment standards and procedures.   
 Demonstrated ability to establishment’s recycling requirements

standards and procedures.   
 Demonstrated ability in ordering and service procedures for

establishment’s standards and procedures.
 Demonstrated application of hygiene and safety principles

according to established standards and procedures.   
The candidate’s demonstration was:
Satisfactory  Not Satisfactory 


REVISION # OI
Trainee evaluation sheet
The following statements are about the competency you have just
completed.
Does
Don’t Do Not
Please tick the appropriate box Agree Not
Know Agree
Apply
There was too much in this competency to cover

without rushing.
Most of the competency seemed relevant to me.
The competency was at the right level for me.
I got enough help from my trainer.
The amount of activities was sufficient.
The competency allowed me to use my own initiative.
My training was well-organised.
My trainer had time to answer my questions.
I understood how I was going to be assessed.
I was given enough time to practice.
My trainer feedback was useful.
Enough equipment was available and it worked well.
The activities were too hard for me.
The best things about this unit were:

______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
The worst things about this unit were:
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
The things you should change in this unit are:

REVISION # OI
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________


REVISION # OI
Demonstration with Oral Questioning Checklist
PROVIDE ROOM SERVICE Yes No*
Take and process room service orders

Identify the range of room service products that are available
1.1
within the enterprise
1.2 Take guest order for room service
1.3 Use selling techniques to optimise room service sales

Confirm guest order for room service and advise of expected
1.4
service time
1.5 Record room service order
1.6 Action the room service order according to enterprise procedures
Prepare for room service
2.1 Prepare basic food and beverage items for room service
Set up trays, trolleys and equipment for room service in
2.2
accordance with enterprise standards and orders received
Collect food and beverage items from kitchen and bars for room
2.3
service delivery
2.4 Verify food and beverage items prior to delivery to room
Provide room service
3.1 Transport room service trays and trolleys to guest room

Request entry to guest room in accordance with enterprise
3.2
standards
Enter guest room and prepare for in-room service in accordance
3.3
with guest requirements or preferences, where applicable
Identify room service items that have been supplied and confirm
3.4
order with guest
Serve food items in accordance with enterprise standards and
3.5
guest requirements
Serve beverage items in accordance with enterprise standards
3.6
and guest requirements
Present room service accounts
4.1 Verify room service documentation prior to presentation to guest
4.2 Present room service account to guest
4.3 Process payment of room service account


REVISION # OI
PROVIDE ROOM SERVICE Yes No*
Clear room service

Remove room service trays, trolleys and service items from guest
5.1
rooms and floors
Return room service trays, trolleys and service items to
5.2
appropriate location
Undertake ancillary dutiesin conjunction with clearing of room
5.3
service items
Present room service accounts
6.1 Clean and maintain-room service trolleys
6.2 Clean room service crockery, cutlery and other items

Re-stock room service area to facilitate on-going readiness for
6.3
action
The trainee’s underpinning knowledge was:

Feedback to trainee:
The trainee’s overall performance was:
Assessor’s signature: Date:


REVISION # OI
THIRD PARTY REPORT
Candidate name:
Name of third party: Contact no.
Position:
Relationship with □ employer □ supervisor □ colleague □ other
candidate:
Please specify
________________________________________________
Please do not complete the form if you are a relative, close friend or
have a conflict of interest]
Dates the candidate worked with you From: To:
Competency Standards: FOOD AND BEVERAGE SERVICE NCII
Unit of Competency: Provide Room Service
The candidate is being assessed against the competency standards for
We are seeking your support in the judgment of this candidate’s competence. Please answer these
questions honestly as a record of the candidate’s performance while working with you. Thank you for
your time.
Comments regarding candidate performance and experience
I can verify the candidate’s ability to: Yes No Not Comments to support my
sure
(tick the correct response] responses:
 Check the availability of all resources
required for training.
□ □ □
 Identify alternative resources for
contingency measures.
□ □ □
 Identify and arrange appropriate training
locations according to training needs.
□ □ □
 □ □ □
 □ □ □


REVISION # OI
Third party signature: Date:
Send to:


REVISION # OI

Promote Food and Beverages Products

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COMPETENCY - BASED

FOOD & BEVERAGE SERVICES NCII

PROMOTE FOOD AND BEVERAGE

PROMOTING FOOD & BEVERAGE PRODUCTS

“Promote food and beverage products” Developed by:

Welcome to the module in FOOD AND BEVERAGE SERVICES NCII

The unit of competency “PROMOTE FOOD & BEVERAGE PRODUCTS”

You are required to go through, a series of learning activities in order to

The goal of this course is the development of practical skills in supervising

This module is prepared to help you achieve the required competency, in

A certificate of achievement will be awarded to you after passing the evaluation.

3 Date Developed: Document No. FBSNCII - 001

“Promote food and beverage products” Developed by:

No. Unit of Competency Module Title Code

1 Prepare the Dining Preparing the dining TRS512387

2 Welcome guests and take Welcoming guests and take TRS512388

3 Promote food and Promoting food and TRS512389

4 Provide food and beverage Providing food and TRS512390

5 Provide room service Providing room service TRS512391

6 Receive and handle guests Receiving and handle TRS512392

4 Date Developed: Document No. FBSNCII - 001

“Promote food and beverage products” Developed by:

Qualification : FOOD & BEVERAGE SERVICES NCII

Unit of Competency : PROMOTE FOOD AND BEVERAGE

Module Title : Promoting Food And Beverage Products

NOMINAL DURATION: 50 Hours

LO1 Know the product

5 Date Developed: Document No. FBSNCII - 001

“Promote food and beverage products” Developed by:

1. Names and pronunciations of dishes in the menu are mastered.

Student/ trainee must be provided with the following:

METHODOLOGY ASSESSMENT METHOD:

Modular (self-paced) Interview (oral/ questionnaire)

“Promote food and beverage products” Developed by:

Learning Experiences / Activities

KNOW THE PRODUCT

The output of this LO is a complete Institutional

Feel free to show your outputs to your trainer as you

This Learning Outcome deals with the development

Go through the learning activities outlined for you on

7 Date Developed: Document No. FBSNCII - 001

“Promote food and beverage products” Developed by:

A range of food items offered for service usually written

Complimentary Items served without charge

Items supplied by the venue for the guests consumption

Items supplied by the venue for the guests use while

Beverage and snack food items set up within a guest

Handbook or folder hard copy or electronic which

Supervisor in charge of porters and responsible for a

Day use room Room used between 9 & 5.for meetings

A record of all financial transactions between the Guest

A record of the guests personal details including food

A system of relying on the Guest to record consumption

The department that is responsible for the cleanliness of

8 Date Developed: Document No. FBSNCII - 001

“Promote food and beverage products” Developed by:

Room rate plus several services at one price. E.g. bed

The recording of financial transactions on the guests

Those areas in a Hotel or resort where the general

A feature is primarily used to handle transactions for

Suite A room with separate living and sleeping areas

The selling of products or services by suggesting

A cash register which records a financial transaction on

SPATT Special attention Guests