DEVELOP AND MAINTAIN FOOD & BEVERAGE PRODUCT KNOWLEDGE

DEVELOP AND MAINTAIN FOOD & BEVERAGE PRODUCT

KNOWLEDGED1.HBS.CL5.02

Slide 1

Develop & maintain food & beverage knowledgeThis Unit comprises two Elements:

1. Obtain product information on food & beverages

2. Provide customers with relevant food & beverage product knowledge

Slide 2

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

Slide 3

Obtain product information on food & beveragesPerformance Criteria for this Element are:

1.1 Research general information on F&B products

1.2 Identify information required to fulfill responsibilities of job role

1.3 Develop & maintain product knowledge in line with job role & responsibilities

1.4 Identify features of specific food & beverages which have potential customer appeal

Slide 4

Research general information on F&B products‘Product knowledge’ includes knowledge about:

The venue

Venue facilities

Products & services offered/available

The local area & country

Slide 5

Research general information on F&B products

‘Product knowledge ‘ is important to:

Demonstrate professionalism

Promote food

Suggest drinks

Generally assist customers

Product knowledge’ is at the heart of providing information on food and beverages.

Slide 6

Research general information on F&B productsProduct knowledge required by food waiters includes:

What is available and what is not

Serve sizes

Prices

Cooking styles and times

Ingredients

What is fresh, what is bought in, frozen, pre-prepared

Suitability for dietary or cultural requirements

Cutlery and crockery required to serve menu items

Slide 7

Research general information on F&B productsBeverage staff should know (have ‘product knowledge’ about):

Drink types and names of beverages available – mixed drinks, cocktails

Brand names – spirits, beers, liqueurs

Table, sparkling and fortified wines

Soft drinks – aerated waters, juices, mocktails

Beers – draught and packaged

(Continued)

Slide 8


Pre-mixed or RTD drinks

Prices

General knowledge about each product

F&B combinations

Glassware

Slide 9

Research general information on F&B productsVenue-specific information relates to:

Opening hours

Methods of payment

Booking policies and procedures

Complaint handling procedures

Name of manager or owner

Legal issues

Slide 10

Research general information on F&B productsInternal sources to gain product knowledge:

Menus and drink lists

Personal taste tests of F&B items

Recipes

Talking to experienced staff

(Continued)

Slide 11


Operational manuals

Policy and procedure manuals

Wrapping and packaging material of products

Touring the venue

Talking to customers

Slide 12

Research general information on F&B productsExternal sources of product information:

Product suppliers

The media

Books

Internet

Trade shows and exhibitions

Food and cooking demonstrations

Promotional activities.

Slide 13

Research general information on F&B productsWhen gaining product knowledge relating to food:

Focus on what is required for your workplace

Learn what is needed for your individual job position

Start with a focus on your immediate needs – and then expand into other areas

Slide 14

Research general information on F&B productsYou need to know about the following:

Appetisers

Soups

(Continued)

Slide 15

Research general information on F&B products Meat – which can be used for entrées and main

courses:

• Types – beef, lamb, veal, goat, pork

• Cuts – steaks, chops or cutlets, mince, joints

Fresh or frozen

“Is it tender?”

Slide 16

Research general information on F&B products Poultry:

• Chicken, turkey, squab, pheasant, duck, goose

• Whole birds, legs, wings, breast

Slide 17

Research general information on F&B products Fish:

• Flat, round, whole, fillets, white, oily

Seafood:

• Shellfish (‘crustaceans’) – crayfish, crabs, lobster, prawns, shrimp

• Molluscs – octopus, cuttlefish, squid , clams, whelks, scallops, cockles, oysters

Slide 18

Research general information on F&B products Desserts:

• Served after main course

• May be hot or cold

• Puddings, pies, tarts, flans, fritters, custards and creams

• Fruit, Charlottes, bavarois, mousse, soufflés, sabayon

• Meringues, crepes and omelettes, sorbets, ice cream, Bombes, parfaits

Slide 19

Research general information on F&B productsSnacks:

Light meals – may be eat-in or take-away

• Hot chips and potato wedges

• Biscuits, crisps and crackers

• Hot dogs, pies, pasties, hamburgers

• Sandwiches, rolls, baguettes, croissants

• Ploughman’s lunch

Slide 20

Research general information on F&B products Cheese:

• Made from cow’s, sheep's or goat’s milk

• ‘Soft’ cheese – Brie, Camembert, Cottage

• ‘Semi-soft’ cheese – Edam, Gouda

• ‘Hard’ cheese – Cheddar, Parmesan

• ‘Blue vein’ cheese – Gorgonzola, Stilton, Roquefort

Slide 21

Research general information on F&B products Pasta:

• Produced ‘in house’ or bought-in as a dried product

• Served with sauces or used in other dishes

• ‘Gnocchi’, ‘Spaghetti’, ‘Fettuccini’, ‘Lasagna’, ‘Tagliatelli’

Noodles

• Made from flour & water &/or eggs

• Similar to pasta in use

Slide 22

Research general information on F&B products Vegetables:

• Used as accompaniment to main course & in salads

• ‘Root vegetables ‘ – potatoes, carrots, onions

• ‘Green vegetables’ – broccoli, sprouts, celery, peas, beans, spinach, cabbage

• Tomatoes

Slide 23

Research general information on F&B products Fruit:

• Growing in popularity – with all/most meals & given away in-room to house guests

• Pieces/platters of fresh fruit – pineapple, star fruit, bananas, apples, rambutan, mango

• Fresh fruit salad – with cream/ice cream/yoghurt

• Tinned fruit – bought in ‘pre-processed’

• Dried fruit – figs, dried apricots, raisins, sultanas, currants

Slide 24

Research general information on F&B products Salads:

• Can be stand-alone dishes or served as an accompaniment to a meal

• Can be cold or ‘warm’ with (for example) chicken

• Dressings are usually added

• ‘Salad vegetables’ may be used as ‘vegetables’ & ‘many ‘vegetables’ can be used as ‘salad vegetables’

• Lettuce, tomato, radishes, carrots, onions, mushrooms, beetroot, cabbage, peppers

Slide 25

Research general information on F&B products Pre-packaged food:

• Bought in & sold/used in the venue

• May be sold/used ‘as is’ or may required processing – boiling or heating or other

• Includes ‘portion controlled’ items – jams, butter, salt & pepper, sauces, sugar, milk

Slide 26

Research general information on F&B productsSpecialist cuisine food items:

Special cuts of meat:

• Eye fillet, ribs, chicken leg with thigh attached

Special growing conditions:

• Grain-fed beef

• Free range eggs

• Organic fruit & vegetables

Slide 27

Research general information on F&B productsNational dishes:

Traditional dishes of the country where you work

Need to know:

• Name, ingredients & cooking process/es

• History of the dish

• Flavours & appearance

• Serve size & how they are presented/served

• Cost

Slide 28

Research general information on F&B products‘Signature dishes’:

Dishes the venue/chef is famous for

Some venues have them, some do not

Can be local or from elsewhere

Are nearly ‘always’ on the menu

Slide 29

Research general information on F&B productsOther ‘specialist’ foods may include:

Offal

Aromatics, flavourings, spices & herbs

Garnishes

Seeds & nuts

Grains, rice & pulses

Fungi

Preserves, condiments & accompaniments

(Continued)

Slide 30

Research general information on F&B products Certain fruits, vegetables, flowers & salad items

Aquatic plants

Specialist cheeses & dairy products

Sweeteners

Fats & oils

Local products

Slide 31

Research general information on F&B productsBeverage knowledge required:

Learn about what your workplace offers

Learn the brand names of products – so alternatives can be offered

Slide 32

Research general information on F&B productsYou must learn:

Which ones are suitable drinks for aperitifs

Which ones are suitable for drinking during & after a meal

Suggested basic wine and food combinations

What they taste like, look like, smell like & where they come from

What their alcoholic strength is

(Continued)

Slide 33

Research general information on F&B products Domestic or imported?

Wine information – makers, vintages, wine areas, grape varieties

Serve sizes – individual drinks, bottles & cans

How beverage products can be served

Slide 34

Research general information on F&B productsMaking of white wine – white wine can be made from red & white grapes:

Grapes are harvested

Grapes are crushed at the winery

Pressing occurs

Sulphur dioxide is added

The ‘must’ is chilled & allowed to settle

Must is filtered

(Continued)

Slide 35

Research general information on F&B products A commercially prepared yeast is added to the must

Fermentation occurs under refrigeration

Fermentation is stopped when the wine has reached the required level of dryness or sweetness

Yeast protein, skins and other residue are allowed to settle out & wine is 'fined‘ to remove unwanted matter

The wine is aged

Slide 36

Research general information on F&B productsProcess for making red wine – red wine can only be made from red grapes:

Grapes are harvested & crushed - juice stays in contact with skins

Winemaker determines how long juice stays on the skins

Grapes pressed to extract all the juice and other juice may be added – many red table wines are ‘blends’

Fermentation occurs Wine is filtered & stored in wood Wine is bottled for age

Slide 37

Research general information on F&B productsWines may be classified in different ways:

Red or white wines

Varietal or generic wines

Sparkling wines

Fortified wines

The one wine can appear in more than one classification.

Slide 38

Research general information on F&B productsVarietal wines:

‘Varietal’ wines are wines made from nominated grape variety

Where wine claims to be made from certain grapes, it must be made from a minimum percentage of the stated variety

Where wine claims to be made from grapes of a certain year a minimum percentage of the wine must be from the specified year

Where wine claims to come from a nominated area a minimum percentage must come from the stated area

Slide 39

Research general information on F&B productsWhite grape varieties:

Chardonnay

Chenin Blanc

Rhine Riesling

Sauvignon Blanc

Semillon

Traminer

Slide 40

Research general information on F&B productsRed grape varieties:

Cabernet Sauvignon

Malbec

Merlot

Pinot Noir

Shiraz

Slide 41

Research general information on F&B products‘Generic’ wines are made to a style:

Generic white wines:

• Chablis, Hock, Moselle, Riesling, Sauternes, White Burgundy

Generic red wines:

• Burgundy, Claret

Slide 42

Research general information on F&B products‘Blended’ wines:

Made from two or more grape varieties

Creates a unique wine

May be done to overcome deficiencies in one grape type

Many excellent wines are blended – blended wines are not inferior

Slide 43

Research general information on F&B products‘Sparkling wine’:

Only sparkling wine form the Champagne region in France can be called Champagne

All other ‘wine with bubbles’ is ‘sparkling wine’

There are four main production methods for making sparkling wines

Slide 44

Research general information on F&B productsMethods for making ‘sparkling wine’:

Méthode champenoise – the traditional method

Carbonated (or Injection) method

Cuvee close (or Charmat, or Bulk, or Tank) method

Transfer method.

Slide 45

Research general information on F&B productsDifferent styles of Champagnes:

Non-Vintage (N.V.)

Vintage

Rosé

Crémant

Blanc de Blancs

Blanc de Noirs

Slide 46

Research general information on F&B productsSparkling wines vary in sweetness:

Driest is called ‘Extra brut’, then they describe increasing levels of sweetness:

• Brut

• Extra dry

• Sec

• Demi-sec

Sweetest is called ‘Doux

Slide 47

Research general information on F&B productsChampagne bottle sizes:

Common/standard – 375 mls & 750 mls

Magnums – equivalent to 2 x 750 ml bottles

Jeroboam – 4 bottles

Rehoboam – 6 bottles

Methuselah – 8 bottles

Salmanazar – 12 bottles

Balthazar – 16 bottles

Nebuchadnezzar – 20 bottles

Slide 48

Research general information on F&B productsFortified wine:

Base wine with added alcohol

The extra alcohol adds sweetness & improves the ‘keeping’ quality

Alc/vol = 17% - 22% range

Serve size = 60 mls

Slide 49

Research general information on F&B productsFortified wines include:

Sherries

• Dry, Medium, Sweet, Cream

Vermouths

Ports

Muscats

Slide 50

Research general information on F&B productsVermouth:

White wine infused with various herbs, spices, flowers, fruits

Available in:

• Red – ‘rosso’ (sweet): also called ‘Italian’

• White – ‘bianco’ (dry): also called ‘French’

Used in some mixed drinks & on its own as a pre-dinner drink

Slide 51

Research general information on F&B productsPorts are available in a variety of styles:

White port – no/less time in contact with grape skins

Ruby port – blended & bottled young to retain ‘fire’

Tawny port – called after its colour due to wood aging

Vintage port – made from grapes of one specific year: should be consumed with 2 – 3 days of opening

Liqueur port – tawny port which has been allowed to evaporate through casks to reduce amount of liquid & concentrate the sugar, colour & flavour

Slide 52

Research general information on F&B productsMuscat:

Name can refer to the grape variety or the fortified wine

Is a red dessert wine

Also available in ‘Liqueur’ form (similar to liqueur port)

Slide 53

Research general information on F&B productsMajor wine producing countries of the world:

Slide 54

Major wine countries – but there are others

Australia Chile

France South Africa

Italy Spain

Germany America

New Zealand Portugal

Research general information on F&B productsSpirits:

There are 5 basic spirits:

• Whiskey

• Rum

• Gin

• Vodka

• Brandy

Slide 55

Research general information on F&B productsWhisky:

Distilled from grain (barley, rye, maize, cereal)

There are various sorts:

• Scotch whisky – grain, de luxe, malt

• Common brands = Johhnie Walker (different colour labels indicate different quality), Chivas, Haig’s Dimple, Black & White, Teacher’s, Glenfiddich

Slide 56

Research general information on F&B productsOther whisky products:

Irish whiskey:

• Jameson, Paddy’s, Tullamore Dew

Bourbon & Rye whiskies:

• Wild Turkey Kentucky Straight Bourbon Whisky

• Jack Daniels Sour Mash Tennessee Whiskey

• Jim Beam Kentucky Straight Bourbon Whiskey

Slide 57

Research general information on F&B productsRum:

Distilled from molasses

Styles:

• Jamaican, Barbados, Trinidad

Colours:

• Red, clear/white, gold

Brand names:

• Captain Morgan, Bacardi, Cougar

Slide 58

Research general information on F&B products‘Proof’:

Another way of indicating the alcohol content of spirits

‘Proof’ figure will be twice the alc/vol figure

80 proof means 40% alc/vol

Slide 59

Research general information on F&B productsGin:

White spirit with added infusions of various berries & herbs – juniper, sloe berries, coriander, cardamon, citrus peel

‘London Dry Gin ‘ – most called for type:

• Gordon’s, Tanqueray, Gilbey’s

Slow Gin – emphasis on sloe berries

Slide 60

Research general information on F&B productsVodka:

Made from a base grain or molasses & heavily filtered

Traditionally not flavoured but recent vodkas feature infusions of cherries, pears, cranberries, strawberries, vanilla, oranges, lemons & other ingredients

Popular brands – Enistoff, Karloff, Finlandia, Wyborowa, Smirnoff, Skyy

Slide 61

Research general information on F&B productsBrandy:

Distilled from grapes

Widely produced

Popular brands = St. Remy, Remy Martin, Hennessy

Cognac:

Must be made in ‘Cognac’ region (France)

Consumed from Brandy Balloon

Popular brands = Courvoisier, Remy Martin, Camus

Slide 62

Research general information on F&B productsTequila:

Mexican spirit – clear to pale gold in colour

Made from cactus plant

May have worm in the bottle

Popular brands - José Cuervo, El Toro, Coyote

Slide 63

Research general information on F&B productsService of spirits:

Double (60 mls), Full nip (30 mls) or Half (15 mls)

May be in long or short glass

May be served ‘with’ or ‘without’ ice

‘Neat’ = no ice, no water, no mixer

If patron does not specify, standard industry practice is:

• Ask how they want it

• Use full nip, long glass & ice

Slide 64

Research general information on F&B productsMixers/soft drink with spirits:

Gin – tonic water, lemon squash, bitter lemon, lemonade, orange juice

Brandy – dry ginger, cola, lemonade

Whisky – dry ginger, cola, soda water

Rum – cola

Vodka – lemon squash, orange juice, tomato juice

Slide 65

Research general information on F&B productsRTDs:

Stands for pre-mixed ‘Ready-To-Drink’ products

Available in bottles & cans

May be spirit-based or wine-based

Examples include Bacardi Breezers, Vodka Cruisers, Canadian Club and cola, Jack Daniels and cola

Slide 66

Research general information on F&B productsApplejack:

Pot distilled from apples

May be straight or neutral spirit

Aquavit:

‘Water of life’

Distilled from grain or potatoes – may be flavoured

Served ice cold – can be stored in a freezer

Slide 67

Research general information on F&B productsCalvados:

Apple brandy

Eau de Vie:

‘Water of life’

Fruit brandies

Generally colourless

Slide 68

Research general information on F&B productsKirsch:

French cherry brandy

Kirschwasser:

German or Swiss cherry brandy

Slide 69

Research general information on F&B productsOuzo:

Greek national drink

Aniseed flavour

Pernod:

Proprietary brand aniseed-flavoured French drink

Both turn milky in colour when water is added

Slide 70

Research general information on F&B productsPoire Williams:

French pear brandy

Slivovitz:

Yugoslavian plum brandy

Slide 71

Research general information on F&B productsLiqueurs:

Spirits flavoured with a range of ingredients

‘Proprietary’ liqueurs = liqueurs made only by one company: Tia Maria, Grand Marnier, Galliano

‘Generic’ = styles of liqueurs made by many producers: advocaat, crème de menthe, crème de cacao

Used in cocktails or served on their own - may be served ‘flaming’

Serve size = 30 mls

Slide 72

Research general information on F&B productsAdvocaat:

Thick, yellow egg- & spirit-based

Anisette:

Sweet anise-flavoured

Bailey’s Irish Cream:

Whiskey with fresh cream, chocolate & coffee

Slide 73

Research general information on F&B productsBenedictine DOM:

DOM = Deo Optimo Maximo

Golden liqueur with herb flavour

Chartreuse – yellow & green:

Brandy distilled with herbs

Yellow Chartreuse is yellow & sweeter

Cointreau:

Clear orange-flavoured

Slide 74

Research general information on F&B productsCrème de Bananes:

Sweet & banana-flavoured

Crème de Cacao:

Sweet liqueur of cocoa & vanilla beans

Crème de Cassis:

Blackcurrant-flavoured

Crème de Menthe:

Mint-flavoured – available in green & clear

Slide 75

Research general information on F&B productsDrambuie:

Scotch whisky with herbs & honey

Grand Marnier:

Oranges steeped in Cognac

Irish Mist:

Whiskey infused with heather & honey

Kahlua:

Coffee-flavoured

Slide 76

Research general information on F&B productsCuraçao:

Orange-flavoured liqueur

Blue, orange or colorless

Jagermeister:

Bitter tasting made from herbs, roots & spices

Kummel:

Grain spirit flavoured with caraway seeds

Maraschino:

Cherry liqueur

Slide 77

Research general information on F&B productsMidori:

Green & melon-flavoured

Parfait d’Amour:

Highly-scented, violet-colored liqueur

Peach brandy:

Peaches soaked in brandy

Royal Mint Chocolate:

Like a liquid ‘after dinner mint’

Slide 78

Research general information on F&B productsSambuca:

Anise-flavoured

Red, black or clear

Strega (‘the witch’):

Italian herb-flavoured liqueur

Tia Maria:

Coffee-flavoured

Van Der Hum:

Brandy with tangerines

Slide 79

Research general information on F&B productsBeer – available in:

Draught – bulk form using kegs/barrels

Packaged form – small and large bottles,cans

Slide 80

Research general information on F&B productsBeer is made by ‘brewing’:

Barley steeped in water & germinates

Dried by warm air & ground

Mixed with water to make 'wort’

Wort boiled with hops & sugar

Cooled & yeast added to start fermentation

Beer is then clarified, stored & matured

Filtered, packaged & sold

Slide 81

Research general information on F&B productsBoutique beers:

Not mass produced

Have unique characters – colour, aroma, flavour

May be produced by micro-breweries, some attached to hotels

May be domestic/local/national or international (from overseas)

Slide 82

Research general information on F&B productsCommercially produced beers:

Brewed by big breweries – at different strengths:

• Standard – around 4.9% alc/vol

• Mid-strength – about 3.3% alc/vol

• Light – about 2.2% alc/vol

• Low-alcohol – at around 0.9% alc/vol

May be domestic or overseas

Slide 83

Research general information on F&B productsCitrus-infused beers:

Beer infused during the brewing process with one or more of the following:

• Orange

• Lemon

• Lime.

Slide 84

Research general information on F&B productsImported beers:

Slide 85

Brand Country

Fosters Australia

Lowenbrau

Beck’s

Corona

Budweiser

Heineken

Miller

Maes

Chimay

Duvel

Asahi

Research general information on F&B productsMost beer is served ‘neat’ but variations exist:

Shandy = beer & lemonade

Beer with a dash = just a small amount of lemonade

Lager & line = beer & lime juice

Red eye = beer & tomato juice

Black & tan (‘Half & half’) = beer & stout

Portergaff = stout & lemonade

Wedge of lime in neck of Corona bottle

Glasses for beer range from 200 mls.

Slide 86

Research general information on F&B productsNon-alcoholic beverages:

Tea

Coffee

Milk shakes & flavoured milks

Smoothies

Hot & iced chocolate

Juices

(Continued)

Slide 87

Research general information on F&B products Cordials & syrups

Waters

Soft drinks/aerated waters

Mocktails

Health & energy drinks

Frappés

Children’s specialty drinks

Slide 88

Identify information required to fulfill responsibilities of job roleGeneral work requirements – Head waiter:

Organise staff

Create table/floor plan

Conduct staff briefing

Liaise with others

Welcome guests

(Continued)

Slide 89

Identify information required to fulfill responsibilities of job role

Oversee/supervise service session

Monitor service standards

Conduct end-of-session de-briefings

Contribute positive suggestions for change

Slide 90

Identify information required to fulfill responsibilities of job roleGeneral work requirements – Food waiter:

Setting up room

Greeting guests

Taking orders

Serving food

Clearing tables

Preparing & presenting accounts

(Continued)

Slide 91

Identify information required to fulfill responsibilities of job role Receiving payment

Farewelling guests

Stripping room

Slide 92

Identify information required to fulfill responsibilities of job roleGeneral work requirements – Drink waiter:

Setting glasses

Taking drink orders

Delivering drinks to tables/guests

Serving drinks

Making recommendations

(Continued)

Slide 93

Identify information required to fulfill responsibilities of job role Clearing

Preparing, presenting & processing beverage account

Farewelling guests

Stripping room at end-of-service

Cleaning

Slide 94

Identify information required to fulfill responsibilities of job roleCombined ‘food & beverage’ roles:

Integrate the identified roles of individual food & beverage waiters

Occur:

• In small venues, &/or

• In large venues where management believes service of F&B is best provided to guests by the same person

Slide 95

Identify information required to fulfill responsibilities of job role‘Runners’ (‘Busboys/busgirls) – support waiters:

Running/bussing dishes to & from kitchen & dining room

Removing unwanted items

Preparing ancillary items to support service

Fetching & carrying whatever the waiter wants

Conveying messages

Dealing with spills

Slide 96

Identify information required to fulfill responsibilities of job roleGeneral work requirements – Bar staff:

Prepares bar for service

Mix & serve drinks – to staff & direct to customers

Accepts payment - & may run the accounts

Orders stock

Cleans & tidies bar

Slide 97

Identify information required to fulfill responsibilities of job roleYou may obtain information on what your job entails by:

Reading Job Descriptions & similar

Seeking verbal advice from others

Attending on-the-job training

Reading workplace Checklists

Slide 98

Develop & maintain product knowledge in line with job role & responsibilities

The industry is constantly changing & you need to be proactive & stay up-to-date with what is happening – you can do this through a mix of:

Formal research

Informal research

Slide 99


Customer feedback & workplace observation is useful in developing/maintaining product knowledge:

Talk to guests/customers

Identify new items available on menus/drink lists

Note ‘product returns’

Note workplace advertising & displays

Talk with other staff

Observe guests/customers

Slide 100


Research needs a focus as to what is required & why it is required – ways to achieve this:

Speak to guests when they have finished a drink/meal

Distribute ‘Customer Comment’ cards

Encourage use of online feedback

Talk to customers during meal/experience

Observe guest/customer reaction to food/drinks/service

Slide 101


Develop & maintain product knowledge in relation to:

Current market trends

Local area products

Seasonal produce

Enterprise menus & specials

Enterprise trends

Promotional activities

Slide 102


Make sure you share any new/updated F&B product knowledge you identify – this can be done through:

Informal sharing:

• Talking & telling; answering questions

Formal sharing:

• At staff meeting & briefings

• Through handouts

Slide 103

Identify features of specific F&B which have potential customer appeal

You need to identify F&B features so you can:

Meet customer expectations

Optimise sales

Enhance customer experience

Increase chance of repeat & referral business

Meet management expectations

Demonstrate customer-focus

Slide 104


Focus on the following:

Relationship between food & beverages

Knowledge of specific foods

Knowledge of specific beverages

Local products

Workplace menus, specials & trends

Slide 105


Regarding the relationship between specific foods & beverages:

Identify food & drinks which work well together

Aim to be able to recommend at least onebeverage for each menu item

List beverage matches on menu?

Create a list of beverage matches to put behind bar?

Slide 106


Knowledge of specific foods must:

Cover all menus for all sessions, days & times

Embrace all the characteristics of every dish listed on the menu – such as:

• Taste, aroma & serve size

• Ingredients, cooking style & preparationtime

• Price

• Cultural & dietary factors

Slide 107


Knowledge about beverages should address:

Alcohol strength, country of origin and price

Taste and colour

Special characteristics

Prizes, awards, medals and trophies

Vintage of wines

Uses

Slide 108


Local products:

May be regional or national

Can include:

• Beers, wines, spirits, drinks

• Locally processed items

• Local raw ingredients

Slide 109


Knowledge about local products must cover:

Name and characteristics

Growers, producers and providers - and location

Packages available for sale to public

Customs restrictions

Cost

How to use or consume

Local popularity

Growth and the basics of production

Slide 110


Facts to know about menu items:

Serve size and taste

Fresh or frozen

Ingredients

Time to prepare or ‘ready to serve’ immediately

Ingredients

Cooking style

Cultural and dietary suitability

Slide 111


Find out the following about ‘Specials’:

Items available as part of the Special/deal/package

When it starts and finishes

Cost

Who is eligible

Why it is ‘special’

Slide 112


Knowledge about local or venue trends can be used to:

Make recommendations

Engage with guests

Demonstrate professionalism

Find out more about emerging trends

Slide 113

Summary – Element 1

When obtaining product information on F&B:

Be proactive in finding relevant information

Do internal and external research to obtain facts, figures and product knowledge

Undertake formal and informal research activities

Learn about the different courses, dishes and ingredients used

(Continued)

Slide 114


Learn about cooking times, styles, specialist items, national dishes and signature dishes

Be able to name all the food and drinks served and their ingredients

Learn about beers, wines, spirits, liqueurs and non-alcoholic drinks

Learn about service options for F&B items

(Continued)

Slide 115


Taste test items

Determine specific F&B knowledge you need for your job role and learn that first

Read all internal documentation – menus, drink and wine lists, job descriptions, training materials

Share new knowledge with other staff

Spend time learning about special features which have the potential to interest and be attractive to tourists and visitors

Slide 116

Provide customers with relevant F&B product knowledgePerformance Criteria for this Element are:

Offer advice on suitable combinations of foods and beverages where appropriate

Provide assistance to customers on selection of F&B items

Respond courteously and authoritatively to customer questions in relation to menus and drink lists

Provide advice on menu items that reflect the special dietary or cultural requirements of customers

Slide 117

Offer advice on suitable combinations of F&B Many customers require help on F&B combinations – this may be provided:

In response to questions

When serving – at table or bar

When ‘greeting and seating’

In public areas

When delivering room service

In retail outlets

Slide 118

Offer advice on suitable combinations of F&B You must ask questions before making recommendations:

Alcoholic or non-alcoholic?

Just for themselves or to share with others?

What sort of wine – red or white? Still or sparkling?

What food have they chosen?

Local product?

New taste experience?

Slide 119

Offer advice on suitable combinations of F&B When making recommendations:

Never say to customers:

• “I don’t know”, or

• “I don’t drink”

Realise you are only making suggestions and guests are not obliged to accept what you recommend

Slide 120

Offer advice on suitable combinations of F&B Suggestions for matching wine with Western food:

Slide 121

Food Wine

Seafood Semillon, sauvignon blanc, rieslingGame Cabernet sauvignon, shiraz, chardonnay,

semillonRed meat Cabernet merlot, cabernet sauvignon, shiraz,

malbecPoultry Chardonnay, chenin blanc, verdelhoSalads Chenin blanc, verdelho, chardonnay, rieslingAntipasto Chardonnay, roséPasta Chardonnay, riesling, shiraz Cheese platters Cabernet merlotDesserts Dessert wines

Offer advice on suitable combinations of F&B Matching Asian food with wine:

Steer away from strong-flavoured reds

White wines generally provide a better match than red wines

Try to ‘complement’ the food – not ‘contrast’ it

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Offer advice on suitable combinations of F&B ‘Complementing’ means suggesting a wine to harmonise with the selected food:

White wine with white meat

Red wine with red meat

Reds with cheese

Delicate with delicate

Full-bodied with full-bodied

Sweet with sweet

Slide 123

Offer advice on suitable combinations of F&B ‘Contrasting’:

Selecting a wine which stands distinctly different to the food

Seeks to highlight difference – rather than ‘harmonise’ food and wine

Try to learn which styles of wine contrast well with certain styles of food

Taste test to assist your learning

Slide 124

Provide assistance to customers on selection of F&B When providing assistance on F&B selection:

Be honest and accurate

Speak clearly, confidently and audibly

Be alert to every chance to do so:

• Be proactive

• If in doubt – ask

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Provide assistance to customers on selection of F&B Drink/beverage advice may be given:

When patrons are undecided or unsure

The ordered drink is not available

On special occasions

When a new product is in stock

When customer feels ‘off colour’

When they are eating

If they do not want alcohol or much alcohol

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Provide assistance to customers on selection of F&B Ask questions before recommending beverages:

Hot or cold?

Alcoholic or non-alcoholic?

Beer, wine or a mixed drink?

Cocktail?

Red or white wine?

Bottle or can or just a glass?

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Provide assistance to customers on selection of F&B Information when providing assistance on selection of beverages can include:

Taste, colour and aroma

Imported or domestic

Options for consumption

Alcoholic strength

Size of drink, can or bottle

Special points or characteristics

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Provide assistance to customers on selection of F&B When advising about food:

Make it sound appealing but be honest

Be prepared to suggest or advise on:

• Soups, fish, roast, vegetables, sauces and Specials of the day

• Signature dishes

Take notes when the pre-service briefing takes place

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Provide assistance to customers on selection of F&B Provide other assistance too:

Carrying their drinks

Helping with their children

Getting them some reading material

Helping with luggage

Opening doors

Phoning a taxi

Obtaining something ‘extra’

Slide 130

Respond to customer questions in relation to menus and drink lists When responding to questions:

Answer:

• Courteously, accurately and honestly

Talk:

• Clearly, confidently and loud enough

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Respond to customer questions in relation to menus and drink lists Plan your answers to customer questions:

Many questions from customers can be predicted

There is a need to plan and prepare answers to these

So they help distinguish your venue from the competition

Realise questions do not indicate rudeness or stupidity

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Respond to customer questions in relation to menus and drink lists When responding to questions remember:

It is part of your job

Questions are not an interruption to your work

Never indicate the questions are ‘silly’

Customers use questions to enhance their dining experience

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Respond to customer questions in relation to menus and drink lists Strategy for responding to questions:

Be polite

Respond promptly

Never give a negative impression

Smile

Give customers your full attention

Spend the required amount of time

Ensure information provided is understood

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Respond to customer questions in relation to menus and drink lists If you do not know the answer to a question:

Apologise

Tell them you do not know the answer

Tell them you will find out

Do so

Report back to them

Never:

Lie or make it up

Ignore the question

Slide 135

Provide advice that reflects special requirements of customersSpecial requests from customers can relate to:

Timing issues

Cultural issues

Dietary requirements

Personal preferences

How steaks are cooked

Entrées as main courses and MCs as entrées

ALWAYS CHECK WITH THE KITCHEN

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Provide advice that reflects special requirements of customersSpecial requests can relate to dietary issues:

Vegetarian requests:

• Lacto-ova or Ova-lacto vegetarians

• Lacto-vegetarians

• Pescatarians

• Vegans

(Continued)

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Provide advice that reflects special requirements of customers Low-salt foods

Low or no-sugar meals

Lactose-reduced milk

Gluten-free menu items

Macrobiotic foods

ALWAYS CHECK FIRST WITH KITCHEN BEFORE TAKING ORDER

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Provide advice that reflects special requirements of customersAlways treat requests/food orders with extra care and attention if guest mentions they have special needs in relation to:

Allergies

Medications

Health-related conditions

Specific diets

Slide 139

Provide advice that reflects special requirements of customersWhen dealing with special requests involving heath-related issues:

Check with kitchen or management before taking order

Ensure those preparing the food understand the requirement or health issue

Double-check when you pick up the dish it has been prepared as required

Check you have appropriate emergency responses in place if something goes wrong

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Provide advice that reflects special requirements of customersYou may need to respond to cultural food-related requests from:

Jewish guests

Muslim guests

Hindu guests

Slide 141

Provide advice that reflects special requirements of customersDegrees of ‘doneness’ of steak:

Blue

Rare

Medium-rare

Medium to Well Done

Well Done

Slide 142


When providing customers with relevant F&B product knowledge:

Be prepared to offer help and advice at every opportunity – be proactive

Ask some questions to identify guest needs, wants and preferences before making recommendations

Ensure suggestions reflect identified preferences of guest

Learn the dishes in your workplace and learn the beverages which match them and make a suitable accompaniment

(Continued)

Slide 143


When recommending wines consider the ‘complement’ or ‘contrast’ approach

Use product knowledge as the basis for information or help provided

Try to obtain first-hand knowledge about the food and beverages you serve – try to taste test everything

Determine the specials before each service session – from the kitchen

(Continued)

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Be alert to the potential to provide extra service when providing customers with F&B product knowledge

Respond to questions and queries in a courteous and honest manner

Always tell the truth about the items you recommend – tell the ‘bad’ as well as the ‘good’

Prepare for questions from customers – try to determine the questions they might ask and plan a suitable response

(Continued)

Slide 145


Never say “I don’t know” or “It’s not my job”

Be very careful when responding to food queries relating to health, diet or medical issues

Always check with the kitchen before taking a special food order

Make sure the kitchen understands the requirements for any special food requests you place with them

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DEVELOP AND MAINTAIN FOOD & BEVERAGE PRODUCT KNOWLEDGE

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