information about btec 2018-2019

                                    

IHADDHOO SCHOOL

LAAMU-GAN

Business & Technology Education Council (Hospitality).

Pearson BTEC International Level 2 Diploma in Hospitality

Unit                 Unit title                                                                      week 16+1       Notional Learning          Assignment                Time   

            Hours (Percentage)                           

Term1

1        Working in the Hospitality Industry                                                 6          7.5%                      2,3, 4                     

2        Products, Services and Support in the Hospitality

Industry                                                                              2        1%                         5, 6                      

3        Customer Service Skills in the Hospitality

Industry                                                                              8        10%                       7, 8, 9, 10                                 

Term2                                                                                                  week  18

4        Providing Customer Service in Hospitality                                        6          4%                         11, 12         

6        Healthy Lifestyles, Foods and Menu Choices                           12      10%                       13, 14, 15

Term 3  2019

8        Preparing, Cooking and Presenting Food                                            10%

10      Serving Food and Beverages                                                           10%

Term 4  2019

12      Hospitality Front Office Operations                                                             5%

Points available per unit value at specified unit grades and levels

The table below shows the number of points scored per unit value at the unit level

and grade.

                                                                                               

Unit level	Points per unit value
	Pass	Merit	Distinction
Level 2 Diploma	5	6	7

                                                                                               

Qualification grade

	Points range above pass grade
	Merit	Distinction	Distinction*
BTEC level 2 Diploma	340–379	380–399	400 and above

           

                                                           

	Content	% of Teaching time
	Objectives	Learning Outcomes	Teaching and Learning Activities
	The aim of this unit is to introduce learners to the nature of the hospitality industry. They will develop their knowledge and understanding of the hospitality sector, including, the importance of the hospitality industry to a country’s economy in terms of its scale, diversity and employment opportunities.	1 Understand the scale, scope and diversity of the hospitality industry The hospitality industry: ● national ● local ● commercial sector, e.g. hotels of different standards, restaurants, pubs, clubs ● catering service sector (contract catering, education) Hospitality industry businesses: ● hotels,  e.g. budget, one star to five star, budget hotels, bed and breakfast, (branding) ● restaurants, e.g. fast-food businesses, fine dining ● pubs,  bars and nightclubs ● contract food service providers,  e.g. education, healthcare ● hospitality services,  e.g. business, government and local authority provision ● membership clubs,  e.g. professional or employment association clubs, sporting clubs ● events,  e.g. music events, meetings and conferences Scale and scope: ● size of industry ● turnover ● number of businesses ● number employed in industry ● economic value of industry ● turnover Diversity: ● range of products and services ● ownership ● level of service ● customer types ● classification ● star rating Importance of industry: ● economic value of the industry  (revenue) ● relative size/value of hospitality industries within the hospitality industry ● employment opportunities ● transferability of skills to other professions 2 Know the products and services offered by the hospitality industry and the factors that influence their development Operational areas: ● e.g. food preparation,  food and beverage services,  accommodation services,  front-of-house services Products: ● food,  e.g. breakfast/lunch/dinner,  personal chef,  fast food,  children's menu,  banquet and conference food,  specialist menus (gluten free, diabetic, low fat), room service ● drink ● accommodation,  e.g. public areas,  bedrooms ● facilities for children,  e.g. crèche,  children's play area,  babysitting service,  highchairs,  baby cots,  children's packs,  toys/games console for hire,  children stay free) ● price,  e.g. special offers and promotions,  group discounts, for regular business,  for special events ● opening times Services: ● level and type of service offered ● business services ● vending ● conferences, e.g. meetings, company promotions, seminars ● functions, e.g. weddings ● other facilities ● provision of catering service on a contractual basis, e.g. school meals, hospitality meals, works canteen, specialist groups (home delivered) Impact of external factors on the development hospitality sector: ● environmental, social, economic and political Current trends: ● food and beverage ● accommodation ● distribution channels ● customer behaviour ● technology The environment: ● how organisations respond to changes and trends 3 Understand how other industries support the hospitality industry Other industries: ● banks ● phone companies ● insurance companies ● suppliers, e.g. food, drink, equipment, dry goods ● staffing agencies ● additional services, e.g. hairdressers, souvenir shops, ticket agencies ● transport for customers, e.g. taxis, trains Support given: ● financial services, e.g. loans, banking ● providing communications systems (internal, external) ● delivering goods ● removing waste ● providing staff ● personal services for customers, e.g. hairdressing, beauty treatments, transport, ticket booking travel-agent in maldives maldives ,travel agent tour operator https://visitmaldives.com/travel-agents/ https://www.sunnymaldives.com/contacts bank of ceylon Maldives Islamic Bank bank of maldives Commercial bank of maldives Mauritius Commercial Bank of (Maldives) Private Ltd Hongkong and Shanghai Banking Corporation state bank of India Maldives dhiraagu Ooredoo insurance companies in maldives https://allied.mv/ Amana Takaful (Maldives) Plc Ceylinco Insurance Company Pvt Ltd Solarelle Insurance Private Limited Solarelle Insurance Private Limited https://www.hoteliermaldives.com/suppliers/ http://simdi.com/simdi-resort-suppliers http://www.expat.com/en/business/asia/maldives/22_food-and-beverages/fruit-suppliers/ https://www.bb-mld.com/ 4 Know the range of employment opportunities in the hospitality industry Jobs: ● roles, e.g. chef, waiter, bar person, receptionist, room service attendant ● type of job contract, e.g. part time, full time, temporary, seasonal, live in, permanent, freelance, agency staff ● factors to consider, e.g. effect of lifestyle on job choice, effect of job choice on Lifestyle Career opportunities: ● local ● national ● international ● full-time ● part-time ● casual ● skilled ● unskilled ● management ● supervisory ● craft ● commercial ● public sector ● graduate training programmes Job requirements: ● qualities,  e.g. punctuality,  honesty,  personality,  efficiency ● skills,  e.g. using initiative,  taking responsibility,  following instructions,  observing health,  safety and security requirements,  working as a member of a team ● personal presentation  (appearance,  observing dress code,  grooming) Working patterns: ● shift work ● split shifts ● seasonal ● typical work routine,  e.g. what tasks are carried out,  who staff report to,  hours of work Sources of information: ● sources,  e.g. industry magazines,  company websites,  career services,  professional organisations,  Job-centres 5 Know the products and services offered in the hospitality industry Products: ● food ● drink ● accommodation,  e.g. public areas,  bedrooms ● other facilities,  e.g. facilities for children,  business facilities ● prices ● opening times Services: ● level and type of service offered ● business services ● vending ● conferences,  e.g. meetings,  company promotions,  seminars ● functions,  e.g. weddings,  other services 6 Understand the support given by other industries to hospitality businesses Other industries: 1.  travel agents/tour operators: useful websites travel-agent in maldives maldives ,travel agent tour operator https://visitmaldives.com/travel-agents/ https://www.sunnymaldives.com/contacts 2.  banks bank of ceylon Maldives Islamic Bank bank of maldives Commercial bank of maldives Mauritius Commercial Bank of (Maldives) Private Ltd Hongkong and Shanghai Banking Corporation state bank of India Maldives 3.  phone companies: dhiraagu Ooredoo 4.  insurance companies 5.  suppliers, e.g. food,drink, equipment,  dry goods 6.  staffing agencies 7.  additional services,  e.g. hairdressers,  souvenir shops,  ticket agencies 8.  transport for customers,e.g. taxis, trains Support given: ● financial services,  e.g. loans,  banking ● providing communications systems  (internal, external) ● delivering goods ● removing waste ● maintenance and cleaning services ● providing staff ● personal services for customers,  e.g. hairdressing,  beauty treatments,  transport, ticket booking (Dictionary work:  Definitions of terms Product, Service, Tangible, Intangible. Ideas Chart on the types of hospitality products and services – students record on spider diagrams. Group work: To identify the range of products and services offered. Activity: Students are placed in groups and given a range of holiday brochures, Internet websites or hotel literature. Each group is given a different outlet to investigate, e.g. hotel or specific department within a hotel, cruise liner, theme park. The groups must identify a range of products and services for their named outlet and report back to the class. Unit 3: Customer Service Skills  The aim of this unit is to introduce learners to the principles of customer service, and its benefits to an organisation, employees and to customers in the hospitality sector. Learners will develop their understanding of the characteristics of excellent customer service and the practical skills needed to deliver it. 7 Understand the characteristics of customer service excellence and its benefits Definition: ● customer service ● customer service excellence. Characteristics of excellent customer service: ● staff attitude and behaviour ● knowledge, e.g. products,  services,  standards,  training ● quality of services and products ● timing ● cost ● meeting the customers’ needs ● locating information ● availability ● working under pressure ● dealing with problems Aims: ● e.g. achieving customer satisfaction,  exceeding customer expectations,  meeting organisational targets Benefits: ● positive influence on organisation ● increase spend ● repeat business ● word of mouth ● customer loyalty Customers: ● internal,  e.g. colleagues,  supervisors,  staff,  staff teams ● external,  e.g. existing,  new,  individuals,  groups,  business people,  non-native speakers,  different agents,  different cultures,  families,  special needs,  suppliers,agents ● special needs,  e.g. visual,  hearing or mobility impaired Customer needs: ● value for money ● accuracy and reliability ● information and advice ● assistance and help ● special needs dealt with ● problems identified and dealt with ● healthy, safe and secure environment 8 Understand the role of the individual in delivering customer service excellence Factors in excellent customer service: ● role of individual’s attitude, behaviour and motivation Personal presentation: ● first impressions● personal hygiene● appearance, e.g. uniform, dress, hair, makeup, jewellery Communication: ● body language,  e.g. posture,  expression,  gestures,  eye contact ● voice, e.g. one, pitch, pace ● language, e.g. appropriate, slang, jargon ● listening skills, e.g. asking appropriate questions, repeating back to customer,looking attentive ● confirming service meets needs and expectations Product knowledge and sales: ● know product ● give advice ● answer questions ● suggest products ● increase sales Dealing with complaints: ● benefit of complaint to organisation ● positive manner when dealing with a complaint ● complaint-handling procedures Following organisational procedures: ● service standards ● training ● complying with policies and procedures ● liaison with other departments 9 Understand how the hospitality industry monitors and evaluates customer service Aims: ● e.g. achieving customer satisfaction, exceeding customer expectations, meeting organisational targets Monitor: ● informal customer feedback ● customer questionnaires ● comment cards ● staff feedback ● mystery customers ● complaints ● compliment letters ● online reviews ● observation ● financial data,  e.g. turnover, repeat business Evaluate: ● evaluation of,  e.g. level of sales,  repeat customers,  new customers,  level of complaints,  level of compliments,  staff turnover Improvements: ● improvement of,  e.g. quality of service,  value for money,  reliability,  internal procedures,  compliance with legal obligations,  staff job satisfaction 10 Be able to demonstrate customer service skills in a range of hospitalitysettings Skills: ● establishing and responding to needs, e.g. problems, advice, assistance,enquiries, complaints ● exceeding expectations ● personal presentation ● listening ● questioning ● assertiveness ● recording ● knowing responsibility limits Settings: ● verbal (face-to-face, telephone) ● non-verbal (written, electronic) ● urgent ● non-urgent ● difficult ● routine ● providing information and advice ● providing assistance ● dealing with complaints ● dealing with problems ● selling Careers officer presentation. Case study to identify staff involved in a ‘weekend break hotel’ scenario: Mr and Mrs Smyth are attending a conference, for example, in the Hilton hotel and will be staying for one night. Identify a range of staff they are likely to meet during their stay. Class discussion: Levels of responsibility and job titles. Teacher handout on the sources of job vacancies. Activity: Students cut and stick a range of job advertisements into their notebook, and summarise skills, qualities and qualifications needed for the named job roles. Group work to chart different job roles in different work areas for the different job titles. Develop the chart to show qualifications and training required for each job title and possible progression routes. Group activity to produce a Careers Booklet from the sources used for a Year 10 information event. Unit 4: Providing Customer Service in Hospitality The aim of this unit is to enable learners to gain skills in monitoring and evaluating hospitality businesses’ customer service and to develop customer service skills. 11 Be able to monitor and evaluate hospitality businesses’ customer service Monitor: ● informal customer feedback ● customer questionnaires ● comment cards ● staff feedback ● mystery customers ● complaints ● compliment letters Evaluate: ● evaluation of,  e.g. level of sales,  repeat customers,  new customers,  level of complaints,  level of compliments,  staff turnover Customer service: ● aims,  e.g. achieving customer satisfaction,  exceeding customer expectations, meeting organisational targets Improvements: ● improvement of,  e.g. quality of service,  value for money,  reliability,  internal procedures,  compliance with legal obligations,  staff job satisfaction 12 Be able to demonstrate customer service skills in different situations in hospitality Customers: ● internal,  e.g. colleagues,  supervisors,  staff,  staff teams ● external,  e.g. existing,  new, individuals,  groups,  suppliers,  agents,  business people ● non-native speaking ● different ages ● different cultures ● gender ● families ● special needs,  e.g. visual, hearing or mobility impaired Customer needs: ● value for money ● accuracy and reliability ● information ● advice ● assistance and help ● special needs dealt with ● problems identified and dealt with ● healthy, safe and secure environment Presentation skills: ● personal hygiene ● appearance,  e.g. uniform,  dress,  hair,  makeup,  jewellery ● presentation of work area and equipment Interpersonal skills: ● attitude ● behaviour ● first impressions ● greeting customers ● respect for customers,  e.g. courtesy,  interest,  responding to different customer behaviour,  dealing with problems Communication skills: ● voice, e.g. tone, pitch, pace ● language ● use of jargon ● listening ● body language ● appropriateness to situation ● asking appropriate questions ● body language,  e.g. posture,  facial expression,  gestures,  eye contact Situations: ● face to face ● on the telephone ● in writing (letter, email, fax) ● urgent ● non-urgent ● difficult ● routine ● being able to identify and follow safe working practices Unit 6: Healthy Lifestyles, Foods and Menu Choices The aim of this unit is to investigate healthy lifestyles, including contemporary ideas on diet and health, such as food choice and the influences of society. Learners will study the nutritional needs of different groups of people in order to develop an understanding of a balanced diet and the responsibility of hospitality providers to provide healthy food options. 13 Understand the definition of and factors influencing a healthy lifestyle Healthy lifestyle:● diet, e.g. eating a variety of different foods, eating the right amount to be ahealthy weight ● regular meals, eating a variety of fruit and vegetables, eating moderate amounts of foods that contain a lot of fat ● eating moderate amounts of sugary foods and drinks ● exercise and fitness, e.g. regular physical activity ● lifestyle choices, e.g. not smoking, moderate food consumption ● rest and relaxation Importance: ● health ● quality of life ● lifespan ● emotional wellbeing Health risks: ● diet, e.g. overweight and obesity ● coronary heart disease ● high cholesterol ● bowel disease ● cancer ● hypertension ● diabetes ● renal failure ● deficiency diseases ● allergies,  e.g. growth,  link to diet,  foods that may trigger allergies ● effects of inactivity Positive factors: ● balanced diet ● mental and physical fitness,  e.g. Body Mass Index (BMI), availability of fitness classes, taking exercise ● image, e.g. self-esteem, body image, peer pressure, encouragement from media advertising, weight-watching clubs ● social awareness ● acceptability of healthy lifestyles ● personal cleanliness ● social integration ● government initiatives Negative factors: ● smoking ● drugs (slimming pills) ● sedentary lifestyle (lack of exercise) ● medical problems, e.g. obesity, eating disorders (anorexia/ bulimia) ● eating the wrong amounts or types of food, e.g. fad diets, intake of foods high in fats● low self-esteem ● time pressures (reliance on convenience and processed foods) ● peer pressure ● negative impact of media advertising ● isolation, e.g. solo activities, computer games ● income ● not getting enough rest and relaxation 14 Be able to plan and design healthy menus Nutrients: ● protein ● carbohydrates ● fats ● minerals ● vitamins Sources of nutrients: ● meats ● fish and shellfish ● eggs ● dairy produce ● fats and oils ● fruit and vegetables ● grains and seeds ● nuts ● pulses Features of a healthy menu: ● government guidelines ● healthy cooking methods ● water intake ● fat intake ● salt intake ● wholefoods ● fresh foods ● retaining nutritional value Recommendations for healthy eating: ● ‘five a day’ ● combining food from different food groups to obtain required nutrients ● food pyramid ● labelling ● recommended dietary allowances Factors to consider: ● customer age groups,  e.g. children, teenagers, adults, the elderly ● special dietary needs,  e.g. diabetes, food allergies, special diets ● cooking methods to be used ● availability of ingredients ● choice and variety ● skills available ● time available ● costs 15 Understand the contribution that the hospitality industry makes to healthy lifestyles Positive contribution: ● menu design,  e.g. adaptation of recipes,  menus and diets to comply with healthy eating guidelines,  offering healthier alternatives,  smaller portion sizes, restricting the use of additives, where these may cause an allergic reaction,  use of organic and locally produced foods  ● cooking methods ● providing for specialist diets ● showing nutritional values ● staff training ● responsible pricing and promotions ● development of new providers,  e.g. vegetarian restaurants, health food restaurants ● labelling and menu terminology Negative contributions: ● drinks promotions which encourage irresponsible drinking ● all you can eat deals ● meal deals that encourage customers to buy unhealthy food and drink ● poor working conditions,  e.g. no breaks, lack of training,  under-staffing, unfair rotas,  inadequate breaks between shifts,  unhealthy staff food Constraints: ● financial (cost of production, influence of budget) ● customer trends and fashions ● lifestyle of customers ● staffing limitations Benefits of change: ● client base, e.g. new, expanded ● staff (motivated, new skills) ● cost reduction ● recognition, e.g. awards ● staff efficiency and effectiveness ● reduced sickness Unit 8: Preparing, Cooking and Presenting Food The aim of this unit is to introduce learners to the concept of professional cookery. It will develop their knowledge of preparing, cooking and presenting food and their understanding of the purchasing cycle and costing. The unit should encourage learners’ enjoyment and enthusiasm for preparing and cooking food, developing their awareness of ingredients, cooking methods and the importance of presentation. 16 Know the purchasing cycle and how to use the documents associated with it Purchasing food: ● types of suppliers, e.g. wholesale, retail, specialised, local, national, market, cash and carry ● choosing suppliers ● importance of checking that commodities meet requirements,  e.g. relevant laws,  regulations and standards ● importance of reporting problems with commodities ● correct storage Documents used in the purchasing cycle: ● purchasing order  ● delivery note ● returns note ● credit note ● invoice ● statement 17 Know how to cost dishes Calculating costs: ● costs of products, ingredients or other items ● portions ● recipes ● costs of meals and functions Calculating prices: ● identifying gross profit ● identifying different profit margins 18 Be able to prepare, cook and present dishes using appropriate ingredients, skills and hygienic practices Categories of food: ● fresh ● chilled ● frozen ● pre-cooked foods Food items: ● meat ● meat alternatives ● fish ● fruit ● vegetables ● dairy produce ● dry goods ● tinned and bottled goods Prepare: ● weighing and measuring food ● methods (peeling, chopping, dicing, grating, creaming, rubbing, folding, beating, stirring, mixing, seasoning) ● selecting and using appropriate equipment Cook: ● methods, e.g. boiling, grilling, frying, roasting, baking, stewing, poaching, simmering, steaming ● seasoning ● tasting ● timing ● selecting and using appropriate equipment Present: ● equipment,  e.g. plate, serving dish ● placing food attractively ● garnish Equipment: ● large equipment, stoves, ovens, steamers, combination ovens, microwave, deep fryers, bratt pans, small equipment, pans, pots, bowls, chopping boards, trays, knives, spoons Hygienic practices: ● uniform, hand washing, avoiding cross contamination,  HACCP, correct storage, temperatures, cooking, holding, serving, documentation, pest control Review: ● preparation and cooking, e.g. planning, timing, working methods ● quality of the menu item (appearance, taste, colour, texture, portion size) ● feedback received from other people, e.g. tutor, peers and customers 19 Be able to clear down work areas and equipment and store food at end of production Clearing down: ● clearing table and ancillary areas ● storing cutlery, crockery and glassware correctly ● cooperating positively with team members and other staff members during clear down ● completing activity complying with current health and safety and food hygiene procedures ● identifying food suitable for re-use or disposal Food waste: ● types, e.g. vegetable trimmings, raw and cooked food, meat and dairy products, spoiled food, leftovers, plate scrapings, selected animal feeds Unit 10: Serving Food and Beverages The aim of this unit is to introduce learners to the range of skills needed to work effectively within a food and beverage outlet. Working as a team, learners will develop technical and organisational skills and an understanding of the importance customer service excellence. 20 Know a range of different meal occasions and food service styles Outlets: ● restaurant ● cafe ● cafe-bar ● coffee shop ● fast food ● public house ● travel operation (road, rail, air, sea) Meal occasions: ● business ● pleasure ● special events, e.g. Mother’s Day, Valentine’s Day ● Christmas, birthdays, anniversaries, celebrations ● welfare ● on the move ● convenience Food service styles: ● type, e.g. plate, silver, counter, self-service, buffet, relevant service skills Suitability of food service styles: ● meal occasion ● category, e.g. fine dining, gastro pub, fast food ● cost implications ● customer demand ● speed of delivery ● staff skills ● availability of equipment ● size ● competition ● current trends,  e.g. demand for healthy food, green issues, informal setting ● type of food,  e.g. main meals, snacks, afternoon tea Maldives has some absolutely superb eating options at its better resorts. Budget resorts and restaurants on inhabited islands tend to be rather less exciting, but quality does exist. ·         Restaurants Every Maldivian resort has at least one restaurant, and better ones have as many as six or more. ·         Guesthouses Nearly all guesthouses have restaurants and serve meals to their guests. They generally welcome nonguests as well. ·         Cafes & Teashops These simple local eateries serve up cheap and delicious hedhikaa ('short eats' or snacks) and are the best place to try local dishes and interact with Maldivians. Essentially all that grows in Maldives are coconuts, yams, mangoes, papayas and pineapples; the only other locally occurring products are fish and seafood, which explains the historical simplicity of Maldivian cuisine. However, as trade with the Indian subcontinent, Africa, Arabia and the Far East have always brought other, more exciting influences, the result is far less bland than it could be. The Indian influence is clear in local cuisine above all; Maldivian food is often hot and spicy. If you’re going to eat local food, prepare your palate for spicy fish curry, fish soup, fish patties and variations thereof. A favourite Maldivian breakfast is mas huni, a healthy mixture of tuna, onion, coconut and chilli, eaten cold with roshi (unleavened bread, like an Indian chapati) and tea. 'Maldive fish', is a big export of Maldives, a tuna product that is cured on the islands and often sold abroad, where it is widely used as a supporting ingredient in Sri Lankan cooking. It is also used as the principal ingredient of several Maldivian dishes such as mas huni. For snacks and light meals, Maldivians like hedhikaa, a selection of finger foods. In homes the hedhikaa are placed on the table and everyone helps themselves. In teashops this is called ‘short eats’ – a choice of things like fihunu mas (fish pieces with chilli coating), gulha(fried dough balls filled with fish and spices), keemia (fried fish rolls in batter) and kuli boakiba (spicy fish cakes). Sweets include little bowls of bondi bai (rice pudding), tiny bananas and zileybee (coloured coils of sugared, fried batter). Generally, anything small and brown will be savoury and contain fish, and anything light or brightly coloured will be sweet. A main meal will include rice or roshi or both, plus soups, curries, vegetables, pickles and spicy sauces. In a teashop, a substantial meal with rice and roshi is called ‘long eats’. The most typical dish is garudia,a soup made from dried and smoked fish, often eaten with rice, lime and chilli. The soup is poured over rice, mixed up by hand and eaten with the fingers. Another common meal is mas riha, a fish curry eaten with rice or roshi – the roshi is torn into strips, mixed on the plate with the curry and condiments, and eaten with the fingers. A cup of tea accompanies the meal, and is usually drunk black and sweet, sometimes with frothy powdered milk. The Maldivian equivalent of the after-dinner mint is the areca or betel nut, chewed after a meal or snack. The little oval nuts are sliced into thin sections, some cloves and lime paste are added, the whole lot is wrapped in an areca leaf, and the wad is chewed whole. It’s definitely an acquired taste, and the kind of thing that few foreigners try more than once! 21 Be able to prepare and clear the food and beverage service area in a professional, safe and hygienic manner Service areas: ● sideboards ● service tables ● bar Customer areas: ● reception area ● cloakroom ● toilets Prepare the service area: ● clean, organise and lay tables ● prepare dumb waiter or service counter ● report any problems identified ● prepare service equipment and service items,  e.g. service units (heated, refrigerated), tray, table coverings, menus, crockery, cutlery, glasses, service utensils, condiments (sugars, sweeteners, cruets, sauces) Clear the service area: ● clean and re-lay tables ● dispose of waste ● report any problems identified ● replenish stock and equipment, e.g. condiments, damaged menus Organisation: ● customer requirements/bookings, menu briefing ● staff organisation ● specialist customer needs,  e.g. dietary requirements, wheel chair access, children Safety and hygiene: ● general safety (opening and closing doors, carrying trays, dealing with spillages and breakages) ● safe handling of food and beverages ● safe storage of items (equipment, crockery, cutlery, glassware) ● clean work area ● hygienic working practices Professional: ● behaviour and attitude ● good hygienic practices ● personal presentation ● attention to detail ● communication with team ● teamwork ● using codes of practice ● maintaining standards of performance 22 Be able to provide food and beverage service in a professional, safe and hygienic manner Service styles: ● silver service,  plate service, buffet,  self- service, assisted service,  room service, counter service,  family service Professional service: ● product knowledge ● appropriate technical skills ● customer service,  e.g. greeting and welcoming customers, identifying customers’ needs,  providing information, taking orders, communicating with colleagues, advising of customer needs, timing, dealing with special requirements and requests ● teamwork ● personal presentation, e.g. good hygienic practices ● using appropriate equipment ● offering the correct condiments and accompaniments ● maintaining stock levels ● attitude ● attention to detail ● communication ● compliance with legislation ● compliance with organisation’s standards Types of food: ● e.g. starters, main course,  vegetables, desserts, snack items, accompaniments Types of beverage: ● e.g. hot, cold, soft drinks Safety and hygiene: ● general safety (opening and closing doors, carrying trays, dealing with spillages and breakages) ● safe handling of food and beverage ● safe storage of items (equipment, crockery, cutlery, glassware) ● clean work area hygienic working practices 23 Be able to assess the success of food and beverage service occasions Review techniques: ● collecting information,  e.g. comments cards, questionnaires ● sources of information,  e.g. customers, colleagues Assess the success: ● timings ● appropriateness of service style ● quality and appearance of food and beverage ● working methods ● service skills ● professional attitude of staff ● recommendations for improvement Unit 12: Hospitality Front Office Operations The aim of this unit is to enable learners to gain knowledge of the responsibilities, purpose and roles of the front office and gain skills used in the front office. 24 Know the responsibilities and purpose of the front office Purpose: ● welcome ● first impressions ● guest cycle Front office: ● front desk ● reception ● back office Job roles: ● manager ● shift leader ● receptionist ● telephonist ● concierge ● hall porter ● standard dress code Responsibilities: ● reservations ● check in ● registration ● guest accounting ● check out ● guest services ● administration ● customer service ● answering the telephone ● security Legal: ● Data Protection Act 1998 25 Know the roles of the front office Meeting customer needs: ● type of room ● disabled facilities ● extra beds ● special requests,  e.g. ground floor, sea view, guest history Communication: ● reservation systems  (manual, computerized) ● forecasting ● reports ● liaison with other departments, e.g. housekeeping, maintenance, banqueting Documentation: ● arrival and departure lists ● room status reports Standards: ● checking areas ● use of checklists ● quality Statistics: ● room occupancy ● average room rates ● forecasting Security: ● safe deposit ● lost property ● data protection ● control of keys 26 Be able to demonstrate skills used in the front office Front office skills: ● meeting and greeting ● handling complaints ● dealing with enquiries (face to face, by telephone, email, online bookings, in writing) ● receiving payments ● selling skills ● local knowledge ● search for information ● currency exchange ● booking travel services, e.g. taxi, train