Mark Scheme Template

Unit title Restaurant Services

Textbook Food and Beverage Service by Dennis Lillicrap, et al
Series Sample Assessment Material

Question Answer Annotate Guidance

1 (a) Food service operations is part of the overall hospitality service. Explain Syllabus reference:2
how the ‘catering cycle’ affects the food and beverage operation. [10 Marks]
(b) The expansion of the food service industry means that restaurants need to a) Page vii – viii
find ways to attract customers. Describe the different approaches a b) Page ix, 13
restaurant can take to enhance the customer experience and attract new
customers. [10 marks]
Indicative content: NAQ Please credit any worthy answer by
NBOD indicating BOD
a) Apply banded marking levels below. BOD
 Consumer and market potential in the various sectors of foodservice industry.
 Formulation of policy and business objectives which will guide the choice of operational
methods that will be used.
 Interpretation of demand to make decisions on the food and beverages to be provided,
as well as other services.
 Planning and design of facilities required for the food and beverage operation and the
plant and equipment required.
 Provisioning for food and beverages and other purchasing to meet the needs of the
food production, beverage provision and the service methods being used.
 Operational knowledge of production and service processes and methods, and decision-
making on the appropriateness of the various processes and methods to meet
production and service needs.
 Control of costs and revenues associated with the operation of food production,
beverage provision and service and the control of revenue.
 Monitoring of consumer satisfaction.

Banded marking:
1-3: Response is weak, muddled and may be limited to one creditworthy point.
Question Answer Annotate Guidance

4-6: Response is limited and may contain one or two creditworthy points.
7-8: Response is good, covering several creditworthy points but may lack detail or clarity.
9-10: Response is excellent and clear, covering a range of points in detail.

b) Apply banded marking levels below:

 Being advanced in the quality of food and beverage service Bold answers highlight the main approach.
Developing a diverse range of foodservice options. These are credit worthy if sufficient detail
Using modern technology for a speedier service. is provided by the sub-categories
New, attractive uniforms to add a professional image.
Training staff to be knowledgeable, provide quality service & can up-sell
confidently.
- Less reliance on sophisticated service and more emphasis on sound product
knowledge, well-developed interpersonal skills, technical competence and the
ability to work as a team.
 Identifying USP (unique selling points) which attract customers to the restaurant.
- Creating a brand or signature dish.
- Creating an environment suitable to a targeted market.
- Leave smart flyers inside menu’s notifying customers of future events or special
offers.
 Create or improve social media and website activity.
- Improve SEO (search engine optimisation).
- Engage with loyal customers to interact with social media pages.
- Allow customers to engage with you and give them special deals, i.e. birthday gifts.
 Offer a customer loyalty programme.
- Discounts or 2 for 1 deals, free starter or coffee after so many visits.

Banded marking:
1-3: Response is weak, muddled and may be limited to one creditworthy point.
4-6: Response is limited and may contain one or two creditworthy points.
7-8: Response is good, covering several creditworthy points but may lack detail or clarity.
9-10: Response is excellent and clear, covering a range of points in detail.
Question Answer Annotate Guidance

2 There are many styles of food and beverage service. Describe each of the following styles. Syllabus reference:3
(a) Table service Page 17-19
(i) English style
(ii) Gueridon
(b) Assisted
(i) Carvery
(ii) Buffet
(c) Self-service
(i) Free-flow
(ii) Echelon
(d) Single point
(i) Take-away
(ii) Food court
(e) Specialised/in situ
(i) Trolley
(ii) Room service [20 Marks]
Indicative content: NAQ Please credit any worthy answer by
NBOD indicating BOD
4 marks per service style. Marks indicated below: BOD

a) Table service
i. English style – Presentation and service of food by waiting staff, [1] using a
spoon and a fork onto the customer’s plate from food flats or dishes. Known as
silver service.[1]
ii. Gueridon – Food served onto the customer’s plate at a side table or trolley,[1]
may also include carving, jointing and fish filleting, the preparation of foods
such as salads and dressings and flambage.[1]

b) Assisted
i. Carvery – Some parts of the meal are served to seated customers, [1] other
parts are collected by the customer. Also used for breakfast service and for
banqueting.[1]
ii. Buffet – Customers select food and drink from displays or trays.[1]
Consumption of items is either at a table, standing or in lounge area.[1]
c) Self-service
i. Free-flow – Selection of food items in a counter,[1] customers choose their own
menu requirements at random service points,[1] customers usually exit via a till
point.[1]
ii. Echelon – A series of counters at angles to the customer flow within a free-flow
area,[1] which saves space.[1]

d) Single point
i. Take-away – Customer orders and is served from a single point, at a counter,
hatch, or snack stand.[1] The customer consumes their food off the premises or
in designated dining areas.[1]
ii. Food court – Series of autonomous counters where customers may either order
and eat or buy from several counters [1] and eat in a separate eating area.[1]

e) Specialised/in situ
i. Trolley – Service of food and beverages from a trolley, away from dining areas,
[1] e.g., for office workers at their desks, for customers at aircraft seats, or train
seats.[1]
ii. Room service – Service of a variety of foods and beverages chosen by the
customer from a menu and ordered through a central point.[1] Service is
delivered by waiting staff to the guest room.[1]
Question Answer Annotate Guidance

3 The way the restaurant is presented provides the customer with a first and lasting impression. Syllabus reference: 1, 4
Explain how the following affect the overall atmosphere of a restaurant:
(a) Lighting. [10 marks] Page 48 - 49
(b) Colour scheme. [10 marks]
Indicative content: NAQ Please credit any worthy answer by
NBOD indicating BOD
a) Apply marks indicated below. Maximum 10 marks. BOD
Lighting
 Modern designs usually have a versatile system for lighting, therefore allowing staff to
brighten the area during lunchtime and provide diffused lighting in the evening.[1]
 Coloured bulbs can highlight be used for functions [1]
 The service staff must find a coloured bulb that suits the overall scheme of the
restaurant [1] and does not clash with the wall or fabric colour scheme.[1]
 There are two main kinds of interior illumination – incandescent and fluorescent.[1]
 Incandescent lighting is warmer in colour but less efficient to operate.[1]
 Incandescent lighting can be directed to specific spots in a room,[1] however, the
warmth appeal can cause a colour problem as whilst it may make surroundings cheerful
and inviting, the yellowish hue of the bulb and make food appear a different colour.[1]
 Fluorescent lighting has lower operating costs but is often criticised for giving a dull.
Lifeless illumination.[1]
 Food may look better under fluorescent lighting; however, the blue-white glow detracts
from a warm romantic atmosphere.[1]
 A balance is needed for both warmth and food appearance.[1]
 Experts recommend a lighting system made up of 70% cool or blue-white fluorescent
and 30% incandescent.[1]
 Care must be taken to ensure that the bulbs used do not give off too bright a light as
this will create too much contrast between dark and light spots.[1]
 Overhead lighting can bounce gently upwards from decorated tables and act as a
softener to overhead lights.[1]
 Tabletop lights can serve a similar purpose and includes, for example, candles, gaslights,
and electric lighting.[1]
 Lighting helps to direct customers and staff around a room and indicates the size of the
room as well as highlight specific areas and attractions.[1]
 Lighting projects a subdued atmosphere with contrasts between bright and dark
areas.[1]
 A mixture of décor and functional lighting is needed.[1]
b) 1 mark for each affect identified. Maximum 8 marks.
Colour scheme
 The colour of a room must be carefully considered. The most acceptable colour
schemes are generally pink, peach, pale yellow, clear green, beige, blue and turquoise.
[1] These colours reflect the natural colours found in good and well-presented
foodstuffs.[1]
 The colour scheme should help to reflect the character of the restaurant.[1]
 A well-designed colour scheme can easily be spoilt by a badly planned lighting system
and therefore the two aspects should be considered together during design.[1]
 The restaurant surroundings can contribute a great deal towards the price-quality
relationship in the minds of the potential customer.[1]
 A colour scheme suitable for a fast-food restaurant would be unsuitable for a high-
quality restaurant.[1]
 Bright illumination may be found in a bar with light colours on the wall [1] but food
service areas would suit dimmer illumination and warmly coloured walls as these give a
more relaxed and welcoming atmosphere.[1]
 Colour should also contribute to a feeling of cleanliness.[1]
 Just as colour and light play an important role, so table accessories need careful choice,
slip cloths, serviettes, and place mats as well as flowers and candle colours all
contribute to making the environment more attractive.[1]
Question Answer Annotate Guidance

4 There are legal considerations to be made when owning a food and beverage operation. Syllabus reference: 5
(a) Identify the four licensing objectives within the Licensing Act 2003. [4 Marks] a) Page 388
(b) Explain your understanding of the term ‘under age sales’ [6 Marks] b) Page 390
(c) Describe the role and responsibilities of the Environmental Health Officer. [4 Marks] c) Page 389
(d) Identify the correct measures for each of the following as prescribed in the d) Page 391-2
Weights and Measures Act:
(i) Beer and cider
(ii) Spirits (Whisky, gin, vodka, rum)
(iii) Wine [6 Marks]
Indicative content: NAQ Please credit any worthy answer by
NBOD indicating BOD
a) 1 mark for each correct identification. Maximum 4 marks. BOD
 The prevention of crime and disorder.
 Public safety.
 The prevention of public nuisance.
 The protection of children from harm.

b) 1 mark for each correct explanation. Maximum 6 marks.

 Children are under 16 years of age. Young people are 16-17.
 It is an offence to serve children on licensed premises.
 Children who are under 16 are not allowed on licensed premises that exclusively or
primarily sell alcohol for consumption on the premises, when they are open, unless
accompanied by a person who is over 18.
 Children are allowed in supermarkets or off licences unaccompanied but cannot
purchase alcohol.
 Children are not permitted to consumer alcohol in licensed premises.
 Young people of 16-17 are permitted wine, beer, cider, perry if they are having a table
meal and is accompanied by an adult who purchases the alcohol.

c) 1 mark for each correct description. Maximum 4 marks.

 EHO’s are concerned with the enforcement and compliance of the Food Safety Act.
 The inspect food premises for cleanliness of kitchens, storage of food and temperatures
 at which the food is maintained.
 Products used to clean the premises are subject to regulations concerning COSHH and
premises must have proper risk assessment< failure is a criminal offence.
 Severe penalties can be imposed if there are food and beverage items for sale and are
not of the substance or quality demanded by the purchaser. This can include spirits that
have been deliberately watered down.

d) 1 mark for each correct identification. Maximum 6 marks.

i. Beer and cider
 1/3 pint or ½ pint or multiples of ½ pint.
 Served measures must be sold in lined glasses unless sold through a dispensing meter.
ii. Spirits (Whisky, gin, vodka, rum)
 25ml or 35ml or multiples thereof.
 A notice must be displayed to indicate the measure being used in the establishment.
 This restriction does not apply to the mixtures of three or more liquids, for example, a
cocktail.
iii. Wine
 Glass measures include 125 ml or 175ml or multiples thereof.
 Open carafes must be sold in 25, 50, 75 cl or 1 litre measures.
Question Answer Annotate Guidance

5 Supervisors and managers will have tight control measures in place. Syllabus reference: 4
(a) Explain the purpose of a revenue control system. [5 Marks] a) Page 401
(b) Describe five suitable systems that can be used for revenue control. [15 Marks] b) Page 402
Indicative content: NAQ Please credit any worthy answer by
NBOD indicating BOD
a) 1 mark for each correct purpose explained. Maximum 5 marks. BOD
 A control system monitors where selling takes place.
 There must be efficient control of all food and beverage items issued from its various
departments.
 The system should reduce any pilfering and wastage to a minimum.
 Management should be provided with any information they require for costing
purposes and so that they may estimate accurately for the coming financial period.
 The cashier should be able to make out the customer’s bill correctly so that the
customer is neither overcharged nor undercharged.
 The system should show a breakdown of sales and income received in order that
adjustments and improvements may be made.
 The main control methods include order taking methods, billing, sales summary sheet,
operational statistics.

b) 1 mark for each description. Maximum 3 marks per system. Maximum 15 marks.
 Manual system
- Hand-written duplicate or triplicate checks for ordering from the kitchen and bar for
informing the cashier.
- Often used with a cash till or cash register.
- This system is found in many high-level restaurants and in popular catering.
 Pre-checking system
- Orders are entered directly onto a keyboard that then prints each order check with
a duplicate and retains a record of all transactions.
- The keyboard may be pre-set or pre-priced.
- This system is found in many full-service restaurants and in popular catering.
 Electronic cash register
- Allows for a wider range of functions including sales analysis.
 - They may be installed as stand alone or linked systems.
- These systems are found in store restaurants, cafeterias, and bars.
 Point of sale control
- Separate keyboard terminals in various service areas which are linked to remote
printers or VDU’s in the kitchen or bar.
- Terminals can be fixed or set in docking stations for hand-held use.
- In hotels, this equipment may also be linked to the hotel accounting system.
- This system is found in many modern restaurants.
 Computerised
- These enable a number of serving terminals, intelligent tills and remote printers to
be controlled by a master unit compatible with standard computer hardware.
- Depending on software, the functions may also include a variety of performance
measures such as planning and costing, sales analysis, gross profit reporting, stock
control, re-ordering and forecasting, VAT returns, payroll, staff scheduling and
account information.
- These systems are often found in hotels, fast food restaurants and chain
restaurants.
 Satellite station
- Remote terminals linked by telephone to a central processor to enable sales
performance to be analysed (usually overnight) and reported back.
- Printed reports can be distributed amongst the team.
- These systems are found in fast food and chain restaurant operations.
Question Answer Annotate Guidance
6 (a) The service of food in a restaurant varies according to the style of the Syllabus reference:1,3
operation. Explain when white gloves might be used in a restaurant. [5 Marks] a) Page 191
(b) A list of duties is important to ensure that tasks are completed in a timely b) Page 190-1
manner and in the correct order. Create an order of work for restaurant
service preparation. [15 Marks]
Indicative content: NAQ Please credit any worthy answer by
a) 1 mark for each correct explanation, Maximum 5 marks. NBOD indicating BOD
 When handling linen. BOD
 When clothing up tables.
 When making napkin folds.
 When handling clean crockery, cutlery and glassware.
 When laying tables
- The gloves will prevent the soiling of clean service items and finger marks on
cleaned and polished service equipment.

b) 1 mark for each correct order, Maximum 15 marks.

 Checking the booking diary for reservations to assist with room layout.
 Make out the seating plan and allocate customers to tables.
 Identify staff for duties.
 Dusting furniture and surroundings.
 Stacking chairs on tables.
 Vacuuming all carpets and soft furnishings.
 Polishing all hard surfaces.
 Arranging tables and chairs according to the table plan.
 Setting table linen.
 Preparing and laying accompaniments.
 Switching the hotplate on.
 Ensuring the still room is ready.
 Checking sideboards for crockery, cutlery and other service items.
 Cleaning silver.
 Preparing trolleys.
 Go over the menu with staff immediately before service.
 Check all duties on the duty rota are covered.
Question Answer Annotate Guidance

7 A wide range of aperitifs are available that may be served before a meal. Syllabus reference:5
(a) Identify five popular aperitifs and explain the appropriate service method a) Page
for each. [10 Marks] b) Page 150-5
(b) Describe the common approaches to professional wine tasting. [10 Marks]
Indicative content: NAQ Listing the type of glass is not creditworthy
NBOD unless supported by other service method
a) 1 mark for aperitif identified. Plus 1 mark for service method. Maximum 10 marks. BOD details
Aperitifs Service method
Baileys Either chilled or with crushed ice as a frappe.
Brandy No additions to good brandies. Popular mixers for lesser quality such as
lemonade and ice.
Campari Soda water or lemonade together with ice and slice of orange.
Dark rum Lemonade or cola with ice and slice of lemon/lime or with blackcurrant and no
ice.
Sherry Serve chilled.
Fruit juice Serve chilled or serve with lemonade, tonic water or sparkling water. Also
served with ice and a slice of lemon, orange or other fruit.
Gin Angostura bitter and ice (pink gin) or with tonic water or biter lemon together
with ice and slice of lemon/lime.
Liqueurs May be served naturally or on crushed ice as a frappe.
Mineral water Properly served chilled only but can be with ice and lemon/lime at the request
of the customer. Sometimes served with cordials or fruit juice.
Aerated water Served chilled or with ice and slice of lemon/lime or orange. Sometimes serve
(cola/lemonade) with cordial.
Pernod Water and with ice offered and sometimes with cordials or lemonade.
Pimm’s Lemonade, ice and slice of lemon. Cucumber, apple, orange and a sprig of
mint. Sometimes also topped up with ginger ale, soda or tonic water.
Port White served chilled sometimes with ice and slice of lemon/lime.
Ruby served naturally if a good brand or with lemonade and ice.
Sambucca Coffee bean and set alight.
Vermouth Served with ice and slice of lemon/lime or sometimes lemonade. Dry vermouth
may alternatively be served with an olive, sweeter vermouths with a cocktail
cherry
Vodka Tonic water or lemonade, ice and slice of lemon/lime, orange/lime cordial or
as a bloody mary with tomato juice, Worcestershire sauce and celery stick
Whisky Natural or with water, with ice or with dry ginger ale or soda
b) 1 mark for each correct description, Maximum 10 marks.
 Use clean glasses with a stem and sufficient capacity.
 Ensure wine has been stored at correct temperature.
 Ensure tasting is performed in sufficient daylight and in an area with no strong odours.
 Use a white table covering so as not to distract from the colour of the wine.
 Ensure the room is at an appropriate temperature of about 20oC (68oF).
 Fill the glass no more than one-third.
 Swirl the wine to open up the flavours.
 Recording the details of each individual wine using a logical approach and always
following the same sequence.
 Looking at, smelling and tasting the wine.
 Recording the findings as this will ensure the development of confidence and the ability
to make a sound judgement.
Question Answer Annotate Guidance

8 The restaurant manager has overall responsibility for the organisation and administration of Syllabus reference: 1, 4
food and beverage service areas.
Describe the main responsibilities of each of the following service staff: Page 21 - 24
(a) Lounge staff
(b) Buffet assistant
(c) Station headwaiter
(d) Banqueting staff
(e) Sommelier [20 Marks]
Indicative content: NAQ Any extra guidance an examiner needs to
NBOD be able to mark the question.
Apply marking levels indicated below: BOD
a) Lounge staff Please credit any worthy answer by
 They may deal with lounge service as a specific duty in a first-class establishment. In a indicating BOD
small establishment it is usual for members of the food service staff to take over these This list may not be exhaustive due to
duties on a rota basis. different grades of establishment learned
 The lounge staff are responsible for the service of morning coffee, afternoon teas,
aperitifs, and liqueurs before and after both lunch and dinner and any coffee required
after meals.
 They would be responsible for setting up the lounger in the morning and maintaining its
cleanliness and presentation throughout the day.

b) Buffet assistant
 The buffet assistant also known as the chef de buffet, oversees the buffet in the room,
its presentation, the carving and portioning of food and its service.
 This staff member would normally be a member of the kitchen team.

c) Station headwaiter
 The station headwaiter has the overall responsibility for a team of staff serving several
sets of tables, which may range from 4 – 8 in number. Service is from a sideboard. Each
set of tables under the station headwaiter control is called a station.
 The station headwaiter must have good knowledge of food and wine and its correct
service.
 They must be able to instruct other members of staff.
 They will usually take the food order from the host and carry out all the service at the
table with the help of the chef de rang, who is in command of one station.
 d) Banqueting staff
 In establishments with function catering facilities there would normally be a certain
number of permanent staff.
 One of these staff would include a banqueting manager, one or two assistant
banqueting managers, one or two head waiters, a dispense person and a secretary to
the banqueting manager.
 All other banqueting staff required are normally engaged on a casual basis.
 In small establishments where there are fewer functions the manager, assistant
manager and the headwaiter would undertake the necessary administrative and
organisational work.

e) Sommelier
 The sommelier is responsible for the service of all alcoholic drinks during the service of
meals. Therefore, they must be a salesperson.
 This employee will have thorough knowledge of all drinks to be served, the best wines
that go with the foods being ordered and of the licensing laws in respect of the
establishment and area.

Banded marking:
1-4: There is a weak effort which may cover a limited attempt to describe. Response is muddled
and brief.
5-10: There is a limited attempt at either range or depth in the response, which includes some
description of responsibilities. Response may lack clarity and structure.
11-15: There is a good attempt at range and depth in the response, which covers a good
description of the responsibilities. Response has some clarity and structure.
16-20: There is excellent range and depth in the response, thoroughly considering the
responsibilities of each person. Response is clear and logically presented.