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Uc3 - Fbsncii
Uc3 - Fbsncii
LEARNING MATERIAL
Sector
TOURISM
Qualification Title
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.
320 Hours
Contents of this Competency – Based Learning Materials
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.
LEARNING OUTCOMES:
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:
CONDITIONS:
Food Information
Cooking method
Serving portions
Cooking time
Side dishes
Demonstration
Discussion
Learning Outcome # 1
After doing all the activities for this LO1: Know the
product; you are ready to proceed to the next LO2:
Undertake suggestive selling.
Definition of Terms
Term Explanation
The service of food and beverage items in Guests rooms by designated room
Room Service
service waiter. Also called In room dining
Menu A range of food items offered for service usually written and including prices
Items supplied by the venue for the guests consumption such as pens,
Amenities
notepads, matches etc
Items supplied by the venue for the guests use while occupying the room for
Supplies
example bathrobes, drinking glasses, cups and saucers
Beverage and snack food items set up within a guest room for their use on a
Mini Bar
pay as consumed basis
Handbook or folder hard copy or electronic which contains information about
Compendium
the venue including the Room service Menu
Supervisor in charge of porters and responsible for a wide range of guest
Concierge
services
A record of all financial transactions between the Guest and the venue during
Guest Folio or Account
the guests stay
A record of the guests personal details including food preferences and
Guest Profile
allergies
A system of relying on the Guest to record consumption of chargeable items
Honour System
in their room including Mini Bar, to be added to their room account
The department that is responsible for the cleanliness of a Guest room during
Housekeeping
their stay
Responsible for luggage management ,Valet parking and Guest services such
Porter
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 and breakfast with car
Package
parking
Those areas in a Hotel or resort where the general public have access, such as
Public Areas
Bars & Restaurants
A feature is primarily used to handle transactions for non-guests or
Passerby
transactions a guest doesn't want on their room account
Items such as sauces, mustards and other seasonings or side dishes which are
Condiments
served as an accompaniment to a dish
A small pre-heated insulated box that fits under a trolley or at the base of a
Hot Box
multi tray trolley to keep hot food hot.
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
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
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
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.
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
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.
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.
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.
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.
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
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.
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.
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.
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.
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.
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.
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
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.
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'.
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.
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/topcapewineries.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)
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.
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.
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
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/#.
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.
Popular brands include:
Stolichnaya
Karloff
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.
Popular brands include:
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.
Popular brands include:
José Cuervo
El Toro
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.
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.
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.
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
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
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
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
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
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
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.
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.
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’
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.
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.
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.
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
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.
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.
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.
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.
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.
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:
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:
Cost
Performance Checklist
Do internal and external research to obtain facts, figures and product knowledge
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
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
Spend time learning about special features which have the potential to interest and be
attractive tourists/visitors.
Learning Outcome No. 2 Undertake Suggestive selling
CONTENTS:
Taking reservations
Table set-up
Napkin folding
Skirting buffet/display tables
Banquet set-ups
ASSESSMENT CRITERIA:
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:
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.
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
Website information
Generic and Western food and wine combinations
For more information on generic and Western matchings of food and wine visit:
http://www.wineaustralia.com/australia/Default.aspx?tabid=827
http://www.winespectator.com/Wine/Wine_Basics/Wine_Basics_Template/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.
‘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.
‘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.
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.
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.
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.
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_cooking.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.
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 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.
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.
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 drinks for a person who says they want a fresh fruit beverage
Develop a list of at least 10 questions you could expect guests to ask about the
menu items listed on the menu
Performance Checklist
Ask some questions to identify guest needs, wants and preferences before making
recommendations
Learn the dishes in your workplace and learn the beverages which match them/make a
suitable accompaniment.
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
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
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
Make sure the kitchen understands the requirements for any special food requests
you place with them.
Learning Outcome # 3 Carry out upselling strategies
CONTENT:
1. Menu
2. Order taking systems
ASSESSMENT CRITERIA:
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:
Freshly prepared
Delicately seasoned
Soft and juicy
Mouth watering
Flavorful
Spicy
METHODOLOGY:
Modular (self-paced)
Industry Immersion
Film viewing
Demonstration
Discussion
ASSESSMENT METHOD:
Learning Outcome # 3
After doing all the activities for this LO3: Carry out
upselling strategies; you are ready to proceed to
the next unit of competency.
Evidence Plan
Demonstration&
Observation & Questioning
[tick the column]
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.
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.
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:
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.
□ □ □
□ □ □
□ □ □
Third party signature: Date:
Send to: