Presentation Transcript

1. D1.HBS.CL5.09

   PROVIDE A LINK BETWEEN KITCHEN AND SERVICE AREA

2. Provide a link between kitchen and service area This Unit comprises three Elements: Liaise between kitchen and service areas Clean and clear food service areas Maintain effective relationships with colleagues
3. Assessment Assessment for this unit may include: Oral questions Written questions Work projects Workplace observation of practical skills Practical exercises Formal report from employer or supervisor
4. Liaise between kitchen and service areas Performance Criteria for this Element are: Relay information in a clear and concise manner using appropriate communication techniques Monitor and attend kitchen service points to ensure prompt pick up of food Check food in accordance with enterprise procedures (Continued)
5. Liaise between kitchen and service areas Transfer food to the appropriate service points in accordance with enterprise procedures Advise appropriate colleagues on readiness of items for service Identify additional items required from the kitchen by monitoring service areas and consulting with other service colleagues Make requests to kitchen staff based on identified needs
6. Relay information This unit: Deals with the skills and knowledge required to provide a link between the kitchen and service areas in a hospitality setting Addresses requirements where those who take food orders and serve food to guests are supported by others The role of staff for this unit is one of ‘bus boy’ or ‘food runner’
7. Relay information Information which may need to be relayed from service areas to the kitchen may include: General food order information: Table number Number of guests (‘pax’) Dishes orders Name and number of waiter or your name (Continued)
8. Relay information Guest requests: Timing of dishes Special requests to cater for health, dietary, religious or cultural requirements Personal preferences for meals and dishes – amendments to standard menu items to meet individual guest tastes or preferences Additional or ‘side orders’ (Continued)
9. Relay information Complaints from guests Requests for extra items Questions from waiters about when food will be ready Questions from guests about menu items
10. Relay information Information which may need to be relayed from the kitchen to wait staff or service areas may include: Advice regarding timing of food which has been ordered Notification about availability of food Requests for wait staff to take certain action Request for clarification of orders placed (Continued)
11. Relay information Notification certain special requests, needs or preferences cannot be accommodated Request for crockery and cutlery to be returned Responses to guest questions or requests for information
12. Relay information When liaising between kitchen and service areas you may need to interact with: Chefs and cooks Dishwashing staff Stillroom staff Cleaners (Continued)
13. Relay information Food waiters (‘wait staff’ and/or servers) Servers Beverage/drink waiters Dining room/area supervisor, manager or owner
14. Relay information Proper and effective communication techniques when relaying information: Use most appropriate method of communication for the required context or situation Write clearly Use questions to capture more detail and information Pay attention (Continued)
15. Relay information Never interrupt Ask more questions to clarify whatever is unclear Do not guess at what people want or want to say Repeat information back to confirm (Continued)
16. Relay information Speak slowly and clearly Be concise Use appropriate language and terminology
17. Relay information When relaying information to kitchen: Realise the kitchen is busy Get their attention first Highlight special requests Speak clearly and describe what is need/the information Get confirmation of what has been said or of what the order is
18. Relay information When relaying information to wait staff/service points: Never interrupt a waiter Speak to wait staff/servers away from guests/customers Be prepared to use hand signals (Continued)
19. Relay information Be prepared for instruction or direction when you have relayed your information Be brief but comprehensive Give staff options where possible, if you or the kitchen cannot meet their stated requests or requirements
20. Monitor and attend kitchen service points Monitoring and attending kitchen service points includes: Collecting meals Clearing away used and unwanted items Cleaning food areas and items Maintaining food service areas (Continued)
21. Monitor and attend kitchen service points Performing necessary food-related jobs as required by trade and other staff require: Obtaining foodstuffs or ingredients Dishwashing Performing basic food preparation tasks Setting up plates and trays (Continued)
22. Monitor and attend kitchen service points Observing what is happening to predict what needs to be done Being available to help Being alert and using your initiative Being a visible presence Paying extra attention to the kitchen once an order has been placed
23. Monitor and attend kitchen service points You may be notified your food is ready for collection by kitchen staff: Ringing a bell Calling your name Calling a table number Calling a name and a table number
24. Monitor and attend kitchen service points When collecting meals, dishes and menu items it is EXTREMELY IMPORTANT to: NEVER just take a meal which is the type of meal or dish you may have ordered. It may be the same dish but for a different table Always check that the dishes are for you or your table
25. Monitor and attend kitchen service points It is important you pick food up promptly from the kitchen as this will: Enhance service delivery to guests Create space for the next meals Increase chance of food being presented at its best Enable better integration of beverage service with food Reduce likelihood of contamination
26. Monitor and attend kitchen service points In the kitchen you may be required to monitor and attend: Hot food area (the pass) Cold larder (Continued)
27. Monitor and attend kitchen service points Waiting stations – or ‘rest’ Hot box Buffet areas Room service areas
28. Check food Enterprise requirements when checking food prior to leaving the kitchen: Size of meals Placement of items on the plate Use of required silverware for each dish Service of sauces
29. Check food Additional checks must include: The right meal has been prepared All service plates are clean and presentable Quality of all items presented and plated for service (Continued)
30. Check food Appearance of the dishes is correct, acceptable and uniform Special guest requests have been met, as ordered Double-check the meals are for you and your table
31. Check food Serviceware also needs to be checked. This could include:
32. Check food Checks to make of serviceware: Clean Free of cracks, chips and damage Suitable for the dish being served Sufficient in number Safe to use
33. Transfer food Hygiene rules when transferring food: Do not touch food with bare hands Avoid scratching self when carrying food, plates, trays Keep long hair tied back Wash hands before carrying plates or food Do not sneeze or cough on to plates or cutlery
34. Transfer food You may carry dishes to service points: By hand Using a tray
35. Transfer food Rules to follow when carrying food to service points: Give way to guests Give way to waiters Look before you walk Remember guests can see you Walk at moderate pace Carry food carefully to maintain its ‘on plate’ appearance (Continued)
36. Transfer food Not letting people touch the food Protect food from contamination Take the right order to the correct service point Take care Apply same rules to returning items to kitchen Catch waiter’s eye when you enter service area or deposit food at waiter’s station
37. Transfer food When carrying plates to service points you may: Hand plates to waiter Place plates on waiter’s station Putting food in hot boxes State the name of the dish you are giving to waiter
38. Transfer food When unloading trays at service points: Maintain eye appeal of dishes Avoid spillage and spoilage Facilitate access by waiter Keep noise at minimum Do not interrupt waiter Be unobtrusive Maintain food safety
39. Advise appropriate colleagues on readiness of items for service It is important to advise waiters regarding readiness of food for the following reasons: Allows wait staff/servers to plan their work Facilitates integration of beverage service with food service Enable wait staff time to prepare the table
40. Advise appropriate colleagues on readiness of items for service Notifying wait staff/servers involves: Entering the service area Speaking to wait staff or server Verifying the food is yours Considering hand signals as an alternative to verbal notification Giving ‘sufficient’ warning (Continued)
41. Advise appropriate colleagues on readiness of items for service Communicating any other relevant issues/information: Delays Dishes no longer available Items running low Clarification of orders Special requests Other service issues
42. Identify additional items required Need to identify additional items required: Enhance service Increase guest satisfaction Support colleagues Increase efficiency Demonstrate guest focus Show you are concentrating
43. Identify additional items required Ways to identify additional items required: Speak to wait staff/servers Be alert to requests Observe service area Use experience, common sense and industry knowledge
44. Identify additional items required There is no limit to the ‘additional items’ which may be required, for example: Extra condiments and/or sauces Extra side orders Extra butter and/or bread rolls Dressing Sugar and/or milk and/or lemon
45. Identify additional items required Finger bowl Shell bowl Service cloths and/or napkins Crockery and/or cutlery Glasses Cake stand and server
46. Make requests to kitchen staff You may be required to make requests relating to: Speed of service Variations to menu items Variations to serve size Request for information
47. Make requests to kitchen staff Keys to making requests of kitchen staff are: Know exactly what you want to find out Ask the right person Be prompt Get the person’s attention before asking them (Continued)
48. Make requests to kitchen staff Speak in a clear voice directly to the person Listen to the answers Ask follow-up questions if necessary Thank the person for their help
49. Make requests to kitchen staff It is important to pass on information from kitchen to wait staff/servers: Respond promptly Provide detail Speak to them away from guests Get their attention Be prepared for them to ask you more questions Ask if they have other questions or requests
50. Summary – Element 1 When liaising between kitchen and service areas: Learn the relevant house standards and procedures Use common sense Be prepared to ask questions and clarify unclear issues Be alert and aware of your surroundings and what is happening (Continued)
51. Summary – Element 1 Communicate all information/details accurately, promptly and comprehensively Constantly observe what is happening around you Monitor readiness of food for service Check all food/plated items to ensure it is correct (Continued)
52. Summary – Element 1 Ask the kitchen to rectify incorrect dishes before they are transferred to service points Take care when carrying plates and trays of food Make sure all supporting serviceware is provided for dishes taken to wait staff/servers Be proactive in communicating with wait staff/servers Support the work of all service staff Be willing to make eye contact with wait staff and servers when entering the service area
53. Clean and clear food service areas Performance Criteria for this Element are: Remove used items from service areas and safely transfer to the appropriate location for cleaning Handle food scraps in accordance with hygiene regulations and enterprise standards Clean and store equipment in accordance with hygiene regulations and enterprise procedures
54. Remove used items from service areas ‘Clearing’: Taking items from service area to kitchen Wait staff also ‘clear’ tables
55. Remove used items from service areas Clearing from the service area is important because it: Eliminates clutter at service points/waiter stations Enhances appearance at service point Makes room for off-loading next dishes Returns dirty dishes for cleaning and re-use Provides opportunity to talk to wait staff/servers
56. Remove used items from service areas When clearing: Try to communicate with wait staff/servers Try to bring something back Keep noise down Ensure waiter’s station is clear before taking food to it (Continued)
57. Remove used items from service areas Walk at safe pace Load tray in a safe and structured way: Scrape plates Remove cutlery Balance load/tray Do not stack too high Do not overload
58. Remove used items from service areas Items which will need to be cleared from service points or areas to the kitchen will include: Used items Items no longer required by waiters/servers or guests
59. Remove used items from service areas You will often be expected to assist beverage service staff with clearing which can include: Carrying empty glasses to bar or kitchen Removing empty bottles and cans to bar or kitchen A tray is usually used to carry or remove glasses and empty bottles and cans
60. Remove used items from service areas Clearing items: Must accord with venue Standard Operating Procedures (SOPs) May be done by hand Usually requires use of a tray to clear items
61. Remove used items from service areas ‘Processing’ of cleared items may involve: Cleaning Storing Filling/re-filling bottles, condiments, jugs Wiping Waste disposal Readying items for laundry
62. Remove used items from service areas Items may be required to be cleared to the following locations: Bar Still room (Continued)
63. Remove used items from service areas Silver room Store room Dishwashing area
64. Handle food scraps correctly ‘Plate waste’: Anything served to guests and returned from them: Food which has been partially eaten Food on plates which appears as if it has not been touched Garnishes Left-over drinks All plate waste must be thrown out
65. Handle food scraps correctly ‘Single use’ items: Cannot be reused – they must be thrown out after use Examples include: Straws, paper napkins, plastic cutlery, take away containers, PC packs Unused or undamaged PC packs can be reused and are fit for service again
66. Handle food scraps correctly Safe practices relating to external bins/rubbish include: Bins must have tight-fitting lids Lids must be closed when bins are not being used Must be ‘sufficient’ bins Bins must be kept clean Hands must be washed after handling rubbish and before handling food/food items
67. Handle food scraps correctly Enterprise procedures for handling food scraps: Plate waste to be scraped into bins at dishwashing area Internal food waste bins to be fitted with a bin liner No food scraps to be taken off the premises External rubbish contractor may be required to empty external bins No scraps to be left inside the venue overnight or between shifts
68. Clean and store equipment ‘Clean’: Free from visible contamination (and odour) ‘Sanitised’: Free from bacteria/germs, or where germs have been reduced to a safe level Sanitising can be achieved through hot water, steam or a chemical
69. Clean and store equipment All items must be cleaned and sanitised after each use: Using detergent and sanitiser To retain safety of items – that is, to prevent transfer of germs between people Cannot re-use an item until it has been cleaned and sanitised
70. Clean and store equipment General procedure for washing and sanitising items: Remove visible food debris Rinse with warm water Wash using a detergent Rinse again Apply sanitiser (chemical) Rinse Allow to air dry
71. Clean and store equipment Machine dishwashing requirements: Scrape and rinse items first Stack into correct trays Wash – minimum 60 seconds @ 66°C to 71°C Rinse – minimum 10 seconds @ minimum 77°C Follow any specific house rules
72. Clean and store equipment Washing items using double-bowl sink is acceptable providing: One bowl has water at minimum 45°C Second bowl has clean water at minimum 77°C Sanitising means soaking items for minimum 3 minutes Thermometer must be available Items should be air-dried Chemicals must be used according to manufacturer’s instructions
73. Clean and store equipment After cleaning items must be stored to protect from re-contamination: Handle cutlery by handles Handle plates by rims Handle cups by handles Store correctly Store in designated locations
74. Summary – Element 2 When cleaning and clearing food service areas: Clear items from service areas on a regular basis Communicate with wait staff/servers when clearing Try never to return to the kitchen empty-handed Make sure there is room to set down/unload food before transferring it from kitchen to service areas (Continued)
75. Summary – Element 2 Follow house protocols for clearing items – use a tray or carry items in your hands Stack trays carefully before clearing Be prepared to assist beverage waiters when clearing food items Clear items to their designated location (Continued)
76. Summary – Element 2 Process items as required Never re-use plate waste Never re-use single use items Deal with food scraps in a hygienic manner (Continued)
77. Summary – Element 2 Wash hands after handling rubbish or cleaning agents Follow all house procedures, policies and protocols Understand difference between ‘clean’ and ‘sanitised’ Make sure crockery and cutlery is washed, cleaned and sanitised between every use Store cleaned or sanitised items to protect them re-contamination
78. Maintain effective relationships with colleagues Performance Criteria for this Element are : Meet needs and expectations of colleagues in accordance with organisation standards, policies and procedures and within acceptable timeframes Assist to resolve workplace conflict and manage difficulties to achieve positive outcomes (Continued)
79. Maintain effective relationships with colleagues Seek informal feedback to identify and implement improvements to products, services, processes or outcomes for colleagues Handle complaints positively, sensitively and politely in consultation with the person/s making the complaint Use non-discriminatory attitudes and language consistently when interacting with staff and management
80. Meet needs and expectations of colleagues You must work as part of a team and meet the needs and requirements of colleagues to: Help them do their job Demonstrate commitment Provide best level of service to guests Complete work others need you to do (Continued)
81. Meet needs and expectations of colleagues Implement and maintain house standards and criteria Help venue meet guest expectations Optimise efficiency Prove you are doing your job When helping colleagues you are NOT doing them a favour – it is what you are paid to do.
82. Meet needs and expectations of colleagues Needs and expectations come from: Management Colleagues, co-workers and other staff Guests Needs and expectations can be expected to: Change between people Alter between venues/service areas Vary over time
83. Meet needs and expectations of colleagues Colleague expectations can include that you: Attend for work when rostered to do so Maintain a professional appearance Maintain appropriate personal hygiene (Continued)
84. Meet needs and expectations of colleagues Display a positive attitude Show respect for others Communicate effectively (Continued)
85. Meet needs and expectations of colleagues Respond promptly to requests and questions Perform allocated tasks as and when required Maintain work area in an appropriate condition (Continued)
86. Meet needs and expectations of colleagues Accommodate unscheduled tasks Comply with all internal and external workplace requirements Respond to issues and circumstances Participate in designated workplace activities
87. Assist to resolve workplace conflict and manage difficulties Workplace conflict must be addressed and managed in order to: Stop small problems growing into big ones Maintain a positive workplace Reduce absenteeism and staff turnover Comply with legal and ethical requirements
88. Assist to resolve workplace conflict and manage difficulties ‘Conflict’ and ‘difficulties’ can arise with colleagues or customers/guests, one-to-one or in a group context: Conflict = a state of opposition between people ‘Conflict’ is worse than a ‘difficulty’ Difficulties reduce service levels Difficulties can grow into conflict
89. Assist to resolve workplace conflict and manage difficulties You need to serve: External customers: Guests, customers, patrons Internal customers: Colleagues, co-workers, other staff If you are not serving an external customer you should be serving someone who is.
90. Assist to resolve workplace conflict and manage difficulties Possible reasons for workplace conflict and difficulties: Pressure of work Lack of or poor communication Prejudices Ineffective working systems/SOPs (Continued)
91. Assist to resolve workplace conflict and manage difficulties Differences in opinions Differences in beliefs Misunderstandings Colleague not doing their job Staff member feels he/she is being treated unfairly
92. Assist to resolve workplace conflict and manage difficulties Warning signs of problems with a co-worker: They avoid verbal contact and/or physical proximity They display negative facial expressions They make rude remarks and/or gestures (Continued)
93. Assist to resolve workplace conflict and manage difficulties To address workplace conflict and difficulties: Never ignore a problem Address issues promptly Plan: What to say When you will raise/address the issue Where you will talk (Continued)
94. Assist to resolve workplace conflict and manage difficulties Determine what you want to achieve Identify SPECIFIC examples you will use or refer to when you talk to the other person Ask the colleague to meet with you to discuss the issue, problem, difficulty or conflict (Continued)
95. Assist to resolve workplace conflict and manage difficulties Meet with the person: Thank them Explain reason for meeting Define and describe the situation Explain how the issue is impacting you Listen to response of the other person (Continued)
96. Assist to resolve workplace conflict and manage difficulties Explain what you need to resolve the situation Be prepared to compromise Be assertive Be constructive Exercise patience and tolerance (Continued)
97. Assist to resolve workplace conflict and manage difficulties Decide and agree on action to take Thank the person Express a positive sentiment
98. Assist to resolve workplace conflict and manage difficulties Positive outcomes to strive for when resolving/addressing workplace conflict and difficulties include: More co-operation A more pleasant work environment Lower stress levels Less workplace conflict/difficulties (Continued)
99. Assist to resolve workplace conflict and manage difficulties Higher standards of service Less mistakes Fewer negative comments Less complaints More positive feedback
100. Seek informal feedback Workplace feedback is vital for the following reasons: It identifies things which need improvement It gives you the benefit of knowing what others think It forms the basis for action It gives diversity of opinion It shows you are a team player It generates positive and negative comment
101. Seek informal feedback ‘360° feedback’: Recognised as being most/very effective Provides feedback from a wide variety of different people from a wide range of ‘angles’ Requires you to be proactive in seeking out the feedback
102. Seek informal feedback Seek feedback from: Other runners Kitchen staff Wait staff and servers Management Guests/customers
103. Seek informal feedback Ways to seek feedback: Ask people for it Observe others Ask management for copies of feedback they have received Question guests (Continued)
104. Seek informal feedback Engaging in chance discussions Participating in critical incident reviews Taking part in coaching and mentoring activities Raising guest feedback as a topic at staff meetings
105. Seek informal feedback Feedback can be used to make many workplace improvements in terms of: Safety Speed of service Quality service delivery Savings More customer/guest focus
106. Handle complaints You will receive: Positive feedback: Accept it – never dismiss it Thank the person Negative feedback: See it as an opportunity to improve Do not dwell on it Do not get angry or upset
107. Handle complaints Keys to dealing with complaints: Thank the person Listen carefully Ask questions Be polite (Continued)
108. Handle complaints Determine if complaint is legitimate or not Remain positive Be sensitive Be prepared to apologise (Continued)
109. Handle complaints Take responsibility for fixing the problem Gain agreement what you intend doing will fix the problem Implement the agreed action Follow-up
110. Use non-discriminatory attitudes and language Standard workplace requirements: Avoid racist language Avoid sex/gender-specific language Do not infer competency or ability from the way people look Never make assumptions based on disabilities (Continued)
111. Use non-discriminatory attitudes and language Do not stereotype people Avoid using discriminatory language regarding people with disabilities Do not make ageist statements Get to know people from diverse backgrounds to learn about them (Continued)
112. Use non-discriminatory attitudes and language Attend ‘cultural diversity’ training Be quick to apologise if you give unintended offence Never victimise anyone on the basis of their personal characteristics – age, gender, impairment, job role, marital status, parental status, career status, physical features, political belief, race
113. Use non-discriminatory attitudes and language ‘Victimisation’ = treating someone differently based on their characteristics. Victimisation can include: Verbal taunts Inappropriate gestures Not helping them Not sharing information with them (Continued)
114. Use non-discriminatory attitudes and language Restricting their opportunities Treating them unfairly, unkindly or differently to others Ostracising them
115. Summary – Element 3 When maintaining effective relationships with colleagues: Identify the needs and expectations your co-workers have of you and your role/position Strive to help and support others – internal and external customers Arrive for work early Show respect for others (Continued)
116. Summary – Element 3 Demonstrate a positive attitude Be a professional Communicate effectively Respond promptly to questions and requests for help (Continued)
117. Summary – Element 3 Keep your work area clean and tidy Never take the credit for work someone else did Be part of the team Be proactive in identifying and resolving workplace conflict and complaints (Continued)
118. Summary – Element 3 Seek positive outcomes to conflict and complaints Be proactive in seeking feedback about your performance Strive to be non-discriminatory in everything you do and/or say in the workplace