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Provide a link between kitchen and

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D1.HBS.CL5.09

Trainee Manual


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Provide a link betweenkitchen and service area

D1.HBS.CL5.09

Trainee Manual


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Project Base

William Angliss Institute of TAFE555 La Trobe StreetMelbourne 3000 VictoriaTelephone: (03) 9606 2111Facsimile: (03) 9670 1330

Acknowledgements

Project Director: Wayne CrosbieChief Writer: Alan HickmanSubject Writer: Alan HickmanProject Manager/Editor: Alan MaguireDTP/Production: Daniel Chee, Mai Vu

The Association of Southeast Asian Nations (ASEAN) was established on 8 August 1967. The MemberStates of the Association are Brunei Darussalam, Cambodia, Indonesia, Lao PDR, Malaysia,Myanmar, Philippines, Singapore, Thailand and Viet Nam.

The ASEAN Secretariat is based in Jakarta, Indonesia.

General Information on ASEAN appears online at the ASEAN Website: www.asean.org.

All text is produced by William Angliss Institute of TAFE for the ASEAN Project on “Toolbox

Development for Front Office, Food and Beverage Services and Food Production Divisions”.

This publication is supported by Australian Aid through the ASEAN-Australia DevelopmentCooperation Program Phase II (AADCP II).

Copyright: Association of Southeast Asian Nations (ASEAN) 2013.

All rights reserved.

Disclaimer

Every effort has been made to ensure that this publication is free from errors or omissions. However,you should conduct your own enquiries and seek professional advice before relying on any fact,statement or matter contained in this book. ASEAN Secretariat and William Angliss Institute of TAFEare not responsible for any injury, loss or damage as a result of material included or omitted from thiscourse. Information in this module is current at the time of publication. Time of publication is indicated

in the date stamp at the bottom of each page.Some images appearing in this resource have been purchased from various stock photographysuppliers and other third party copyright owners and as such are non-transferable and non-exclusive.

Additional images have been sourced from Flickr and are used under:

http://creativecommons.org/licenses/by/2.0/deed.en

http://www.sxc.hu/

File name: TM_Provide_a_link_between_kit_&_ser_area_180413

http://www.asean.org/http://www.asean.org/http://www.asean.org/http://creativecommons.org/licenses/by/2.0/deed.enhttp://creativecommons.org/licenses/by/2.0/deed.enhttp://www.asean.org/


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© ASEAN 2013Trainee Manual

Provide a link between kitchen and service area

Table of contents

Introduction to trainee manual ........................................................................................... 1

Unit descriptor................................................................................................................... 3

Assessment matrix ........................................................................................................... 5

Glossary ........................................................................................................................... 7

Element 1: Liaise between kitchen and service areas ....................................................... 9

Element 2: Clean and clear food service areas ............................................................... 31

Element 3: Maintain effective relationships with colleagues ............................................ 43

Presentation of written work ............................................................................................ 61

Recommended reading ................................................................................................... 63

Trainee evaluation sheet ................................................................................................. 65


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© ASEAN 2013Trainee ManualProvide a link between kitchen and service area


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Introduction to trainee manual


Provide a link between kitchen and service area1


To the Trainee

Congratulations on joining this course. This Trainee Manual is one part of a „toolbox‟which is a resource provided to trainees, trainers and assessors to help you becomecompetent in various areas of your work.

The „toolbox‟ consists of three elements:

A Trainee Manual for you to read and study at home or in class

A Trainer Guide with Power Point slides to help your Trainer explain the content of thetraining material and provide class activities to help with practice

An Assessment Manual which provides your Assessor with oral and written questions

and other assessment tasks to establish whether or not you have achievedcompetency.

The first thing you may notice is that this training program and the information you find inthe Trainee Manual seems different to the textbooks you have used previously. This isbecause the method of instruction and examination is different. The method used is calledCompetency based training (CBT) and Competency based assessment (CBA). CBT andCBA is the training and assessment system chosen by ASEAN (Association of South-East Asian Nations) to train people to work in the tourism and hospitality industrythroughout all the ASEAN member states.

What is the CBT and CBA system and why has it been adopted by ASEAN?

CBT is a way of training that concentrates on what a worker can do or is required to do atwork. The aim is of the training is to enable trainees to perform tasks and duties at astandard expected by employers. CBT seeks to develop the skills, knowledge andattitudes (or recognise the ones the trainee already possesses) to achieve the requiredcompetency standard. ASEAN has adopted the CBT/CBA training system as it is able toproduce the type of worker that industry is looking for and this therefore increasestrainees chances of obtaining employment.

CBA involves collecting evidence and making a judgement of the extent to which a workercan perform his/her duties at the required competency standard. Where a trainee canalready demonstrate a degree of competency, either due to prior training or workexperience, a process of „Recognition of Prior Learning‟ (RPL) is available to trainees to

recognise this. Please speak to your trainer about RPL if you think this applies to you.

What is a competency standard?

Competency standards are descriptions of the skills and knowledge required to perform atask or activity at the level of a required standard.

242 competency standards for the tourism and hospitality industries throughout the ASEAN region have been developed to cover all the knowledge, skills and attitudesrequired to work in the following occupational areas:

Housekeeping

Food Production

Food and Beverage Service


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Front Office

Travel Agencies

Tour Operations.

All of these competency standards are available for you to look at. In fact you will find a

summary of each one at the beginning of each Trainee Manual under the heading „UnitDescriptor‟. The unit descriptor describes the content of the unit you will be studying in theTrainee Manual and provides a table of contents which are divided up into „Elements‟ and„Performance Criteria”. An element is a description of one aspect of what has to beachieved in the workplace. The „Performance Criteria‟ below each element details thelevel of performance that needs to be demonstrated to be declared competent.

There are other components of the competency standard:

Unit Title: statement about what is to be done in the workplace

Unit Number: unique number identifying the particular competency

Nominal hours: number of classroom or practical hours usually needed to completethe competency. We call them „nominal‟ hours because they can vary e.g. sometimesit will take an individual less time to complete a unit of competency because he/shehas prior knowledge or work experience in that area.

The final heading you will see before you start reading the Trainee Manual is the„Assessment Matrix‟. Competency based assessment requires trainees to be assessed inat least 2 – 3 different ways, one of which must be practical. This section outlines threeways assessment can be carried out and includes work projects, written questions andoral questions. The matrix is designed to show you which performance criteria will beassessed and how they will be assessed. Your trainer and/or assessor may also useother assessment methods including „Observation Checklist‟ and „Third Party Statement‟.

An observation checklist is a way of recording how you perform at work and a third partystatement is a statement by a supervisor or employer about the degree of competencethey believe you have achieved. This can be based on observing your workplaceperformance, inspecting your work or gaining feedback from fellow workers.

Your trainer and/or assessor may use other methods to assess you such as:

Journals

Oral presentations

Role plays

Log books

Group projects

Practical demonstrations.

Remember your trainer is there to help you succeed and become competent. Please feelfree to ask him or her for more explanation of what you have just read and of what isexpected from you and best wishes for your future studies and future career in tourismand hospitality.


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Unit descriptor



Unit descriptor

Provide a link between kitchen and service area

This unit deals with the skills and knowledge required to Provide a link between kitchenand service area in a range of settings within the hotel and travel industries workplacecontext.

Unit Code:

D1.HBS.CL5.09

Nominal Hours:

15

Element 1: Liaise between kitchen and service areas

Performance Criteria

1.1 Relay information in a clear and concise manner using appropriate communicationtechniques

1.2 Monitor and attend kitchen service points to ensure prompt pick up of food

1.3 Check food in accordance with enterprise standards

1.4 Transfer food to the appropriate service points in accordance with enterpriseprocedures

1.5 Advise appropriate colleagues on readiness of items for service

1.6 Identify additional items required from the kitchen by monitoring services areas andconsulting with other service colleagues

1.7 Make requests to kitchen staff based on identified needs

Element 2: Clean and clear food service areas


2.1 Remove used items from service areas and safely transferred to the appropriate

location for cleaning

2.2 Handle food scraps in accordance with hygiene regulations and enterpriseprocedures

2.3 Clean and store equipment in accordance with hygiene regulations and enterpriseprocedures

Element 3: Maintain effective relationships with colleagues


3.1 Meet needs and expectations of colleagues in accordance with organisation

standards, policies and procedures and within acceptable time frames


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Unit descriptor

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3.2 Assist to resolve workplace conflict and manage difficulties to achieve positiveoutcomes

3.3 Seek informal feedback to identify and implement improvements to products,services, processes or outcomes for colleagues

3.4 Handle complaints positively, sensitively and politely in consultation with theperson/s making the complaint

3.5 Use non-discriminatory attitudes and language consistently when interacting withstaff and management


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Assessment matrix



Assessment matrix

Showing mapping of Performance Criteria against Work Projects, Written

Questions and Oral Questions

Work

Projects

Written

Questions

Oral

Questions


1.1 Relay information in a clear and concisemanner using appropriate communicationtechniques

1.2 1, 2, 3 1

1.2 Monitor and attend kitchen service points to

ensure prompt pick up of food

1.2 4, 5, 6 2

1.3 Check food in accordance with enterprisestandards

1.1 & 1.2 7, 8 3

1.4 Transfer food to the appropriate service pointsin accordance with enterprise procedures

1.1& 1.2 9, 10, 11 4

1.5 Advise appropriate colleagues on readiness ofitems for service

1.2 12, 13 5

1.6 Identify additional items required from thekitchen by monitoring services areas and

consulting with other service colleagues

1.1& 1.2 14, 15 6

1.7 Make requests to kitchen staff based onidentified needs

1.2 16, 17 7


2.1 Remove used items from service areas andsafely transferred to the appropriate locationfor cleaning

2.1 18 – 22 8

2.2 Handle food scraps in accordance with

hygiene regulations and enterprise procedures

2.1 23 – 26 9

2.3 Clean and store equipment in accordance withhygiene regulations and enterprise procedures

2.1 27 – 29 10


3.1 Meet needs and expectations of colleagues inaccordance with organisation standards,policies and procedures and within acceptabletime frames

3.1 30, 31 11


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Assessment matrix

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Work

Projects

Written

Questions

Oral

Questions

3.2 Assist to resolve workplace conflict andmanage difficulties to achieve positive

outcomes

3.1 32, 33, 34 12

3.3 Seek informal feedback to identify andimplement improvements to products,services, processes or outcomes forcolleagues

3.1 35, 36, 37 13

3.4 Handle complaints positively, sensitively andpolitely in consultation with the person/smaking the complaint

3.1 38 14

3.5 Use non-discriminatory attitudes and languageconsistently when interacting with staff and

management

3.1 39, 40 15


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Glossary



Glossary

Term Explanation

360˚ feedback Feedback from different directions or different people

Buffets Self-serve food, smorgasbords

Bus boy American term for person who caries food to servicepoints, removes used items from service and generallyassists waiters as required

Clearing items Removing items (from the table, from a room to thekitchen)

Condiments Items such as sauces, mustards and other seasoningsor side dishes which are served as an accompanimentto a dish

Continental breakfast A small, light breakfast usually comprising croissants,Danish pastries, butter and jam, tea and coffee, and

perhaps fruit juice

Cover The setting for a guest at the table; the cutlery, napkin,side plate

Dessert Course after main course

Entrées Course served before main course

F&B Food and Beverage

Flatware Generic term for cutlery

Food runner Person who takes („runs‟) food from the kitchen toservice points

Gueridon cookery Cooking at the table

Hot box Waiter‟s station with heating elements

InSinkErator Brand name for an electro-mechanical food wastedisposal unit

Liaise with Communicate with, work with, cooperate with

Non-discriminatory attitudes and

language

Actions and words which do not discriminate againstpeople on the basis of, for example, race, gender, age orother personal characteristics


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Glossary

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Term Explanation

Pax Number of people, guests, customers

PC pack Portion controlled pack (single serve packs)

Plate waste Food returned on plates or other items from the servicearea

Plated food Plates on which food has been placed by kitchen staff(as opposed to the food served at table using „silverservice‟ techniques, plates where guests servethemselves from a buffet, or gueridon cookery)

SOP Standard Operating Procedure

Serviceware Crockery, cutlery and associated items used to servefood at table

Service recovery Action taken to recover a situation where guests haveexperienced unsatisfactory service or products

Side orders Menu items to accompany the main meal

Silver service Use of spoon and fork to serve food at table

Stillroom Area where ancillary items (bread rolls, condiments,butter, napkins) are prepared for service

The pass The area in the kitchen where orders are placed anddishes are collected for service

Underliner A plate placed under the plate on which the food isserved designed to facilitate service, enhance

appearance and add another dimension to serviceprovision


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Element 1:

Liaise between kitchen and service

areas

1.1 Relay information in a clear and concise

manner using appropriate communication

techniques

Introduction

Communication is critical in providing a link between kitchen andservice areas.

This section provides the context for providing a link betweenkitchen and service areas, gives examples of information whichmay need to be relayed, identifies the staff who may be involvedand presents appropriate communication techniques.

Unit context

This unit deals with the skills and knowledge required to provide a link between kitchenand service area in a range of settings within the hotel industry workplace context.

A person studying this unit will provide general assistance in food operations where thestaff who take orders are supported by others who deliver the food to, and collect useditems from, food service points.

The unit addresses the work of a „bus boy‟ or „food runner‟ in an establishment.

Information to be relayed

Information from services areas to kitchen

Information which may need to be relayed from waiting staff to the

kitchen can include:

General food orders – as given by guests to waiters. Theinformation may include:

Table number

Number of guests („pax‟)

Dishes ordered

Name of waiter – or your name


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Specific guest requests for general orders which can relate to:

Timing requirements for the overall meal, for certaincourses, for certain individuals, for co-ordination of service(with other tables in the same group and with beverageservice, speeches, dancing and other activities which may

be part of the dining experience)

Special requests as they to dietary/health needs, culturalrequirements, religious issues and personal preferences

Additional or side orders for the table or individual guests:

Rice

Chips

Salads

Details of complaints made by guests so kitchen is aware of problems as they relateto certain foods or dishes

Requests for additional items such as more bread rolls, butter or extra salad and/orvegetables

Questions about how long food for a certain table will be

Questions from guests about menu items asking about the commodities used indishes.

Information from kitchen to service points

Information which may need to be relayed from chefs/cookscan include:

Advice regarding timing of meals such as delays toservice

Notification regarding availability of food such as “Onlytwo serves of pepper crab left”, or “The beef has run out”

Requests for action – “Push the soup” or “Try to sell thered curry”

Clarification of orders placed to interpret written or verbalorders so kitchen knows exactly what is required

Notification certain requests cannot be accommodated

Requests for certain crockery and cutlery to be returned

Responses to questions asked by guests.


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Staff involved

When relaying information and liaising between kitchen and service areas you will need tointeract with:

Chefs and cooks who can seek clarification of orders and/orask you to pass on directions to waiters

Dishwashing staff who can ask for nominated (used)crockery and cutlery to be returned immediately from serviceto the dishwashing area so they can be cleaned and re-usedor returned to service

Stillroom staff who you may need to ask for extra butter, rollsand condiments

Cleaners who you may have to ask to perform clean-upduties in the event of a major spill or a cleaning-related needin, for example, the foyer area/entrance, the washrooms, oran area of the kitchen

Food waiters whose directions and requests you will need topass on to the kitchen or relevant others

Servers – staff who are involved in serving fast food tocustomers

Beverage waiters. Even though this unit applies directly to„food‟ it is a reality that in the workplace you work as part ofa team and need to be prepared to assist any other staffmember as required.

For example, you may pass on requests or information fromdrink waiters to the bar, and work with bar attendants tofacilitate drink service where necessary

Dining room/restaurant supervisor, manager or owner. Thisperson has overall control of service and may ask you to undertake certain tasks tooptimise service, prepare for reservations which have been received or enable servicerecovery after an incident or problem.

Appropriate communication techniques

The following are techniques which you can use to help ensure proper and effectivecommunication occurs when relaying information:

Using the most appropriate method of communication. This isusually „verbal‟ in a face to face setting (the telephone mayalso be used in some cases as a better option) but may besign language or a hand-written note or food order

Writing clearly. When producing written communication makesure it is clear enough for others to read and interpret

Using open and closed questions to gain required informationabout the topics being talked about

Paying attention and concentrating on what others are saying


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Never interrupting the other person and instead allowing them to finish what they aresaying

Asking questions to clarify information and directions you areunsure of

Not trying to guess what the other person will say or infer what theywill say based on their first few words.

Repeating back what they have told you to verify understanding ofwhat has been said

Speaking slowly and clearly but naturally

Being concise. This means giving only the required information andavoiding unnecessary words and unnecessary information

Using appropriate language. This can mean using simple words, choosing your wordscarefully and avoiding complexity in the words used and the phrasing. Whencommunicating with other staff this can mean using industry and venue-specific

terminology and/or abbreviations.

Tips on relaying an order to the kitchen

When delivering an order from wait staff or servers to the kitchen, details about anyspecial orders must be passed on to the appropriate person quickly and unambiguously.

You need to bear in mind the person you will be speaking to will have more staff than youto deal with. You are likely to be just one of many. For this reason you have to take thetime and make the effort to get your message across correctly, first time, every time.

To achieve this you need to make sure you:

Have got their full attention when relaying the order.The kitchen may require you to say „Ordering chef‟ or„Order in‟ when placing the order at the pass

Point out the special request on the actual docket,physically locating the written information you haveput on the docket or order. It is standard practice inestablishments using a manual ordering system forspecial requests to be circled on the docket tohighlight them

Verbally describe what is needed clearly and accurately. A response should be heard

from the chef after you have placed the order. If no response is heard, repeat theorder.

If possible get them to repeat it back to you to verify they have understood what isrequired.

While you need to ensure your special order is understood, you must be sensitive to theother things going on in the kitchen or at the pass. It may pay you to delay for 30 secondsor a minute while the kitchen person clears some meals which are ready, helps withplating a large order, or remedies an immediate problem.


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Tips on relaying information to waiting staff

Generally the following should be observed when providing information to wait staff:

Never interrupt a waiter when they are talking to guests

Never interrupt a waiter when they are taking an order or serving

Talk to waiter away from guests so only the waiter can hear whatis said

Use hand signals if possible to provide short and obviouscommunications

Understand when you give information to a waiter there is oftena need for them to give you information and direction as a result

Keep communication brief but accurate

Try to give waiters options where possible. For example, if one dish is unavailable

provide them with relevant alternatives (as recommended by the kitchen) to suggest toguests.

1.2 Monitor and attend kitchen service points to

ensure prompt pick up of food

Introduction

In order to ensure prompt service of food you must monitor the kitchen and be ready topick plated food up when it is ready and take it to the wait staff or food service points.

This section discusses what is involved in this most important part of your job.

Monitoring and attending duties and activities

Monitoring and attending kitchen service points are your primary duties with tasks whichmay comprise:

Collecting meals from the service point anddelivering them to the service area or wait staff

Clearing away food service items from serviceareas and returning them to the kitchen,dishwashing area and/or stillroom or larder

Cleaning food service areas to maintainappearances and safety (picking up spilled foodand beverages)

Maintaining food service areas to ensure all requirements for service (food and non-food items) are kept supplied

Performing any „one-off‟ food-related duties as trade, staff shortages, demand andrequests from wait staff dictate. This may include:

Obtaining foodstuffs from the cool room, freezer or dry store as required by kitchen

staff or wait staff Dishwashing including the scraping, cleaning and storing of crockery and cutlery


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Performing very basic food preparation duties such as, for example, washing fruitand vegetables, peeling fruit and vegetables, opening cartons, preparing basicsalads, chopping and slicing food, preparing butters

Setting up plates and trays which may include adding vegetables to plates, placinggarnishes on menu items, adding sauces to foods, preparing trays and

requirements for gueridon cookery

Watching what is going on at these points and being ready to take action whenrequired to address identified „situations arising‟

Being available for other colleagues so you can provide them with assistance whenneeded

Being alert to the on-going potential to use your initiative to prevent a potentialproblem developing into an actual problem

Remaining as a visible presence in the area so colleagues and guests can contactyou, talk to you, give you instructions or ask for help

Paying extra attention to the kitchen when you have placed an order so you are readyto transfer the food from there to the required service point.

Being called for pick-up

Individual venues or kitchens will have their own method of callingyou to collect food which is ready for service.

Options include:

Ringing a bell which simply indicates something is ready forcollection but does not indicate who the food is for, or what thedishes are

Calling out your name – such as “Daniel – take away” (meaningDaniel is needed to collect dishes for service)

Calling out a table number – “Take away table 11” (meaningfood for table 11 is ready for collection)

Calling out both a name and a table number – “Daniel, take away table 11”.

Important point

Never, ever take a dish unless and until specifically directed to do so by whoever isrunning the pass.

Just because a dish you have ordered is ready for service does not mean it is your dish. Itcould be for another table and if you take it you will cause confusion and servicedisruption for your table and to the table the dish was originally intended for.

The need for prompt pick up of food

It is important for you to pick up food as quickly as possible after it has been plated and isready for service for the following reasons:

Prompt collection of dishes enables the quicker service of food to guests and mostguests do not want to be kept waiting for their food


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Quick service enhances the guest service or dining experience which encouragesthem to return for another meal, and to recommend the venue to their friends, familiesand others

Removal of food from the pass creates space for the next order tobe processed, thereby speeding up general service across the

kitchen

Prompt collection of the food optimises the likelihood food will beserved at its best, for example:

Hot food will be served hot and not allowed to cool down

Cold food will be served cold and not allowed to warm up

Frozen foods will be served in a frozen state and notpermitted to melt

The appearance of dishes only decreases the longer it sits and waits to be served.Eye appeal of dishes is critical because guests will always see the food before

they taste it and they will start forming impressions about what it will taste like fromthe moment they see the item

Taste of food items is potentially compromised by long delays in service

Immediate collection of food when it facilitates integration of food service with wineand beverage service which again enhances guest satisfaction and dining experience

There is an increased chance food may become contaminated the longer it sits at thepass waiting to be collected.

Service points/areas

Depending on the venue where you work you may be required to provide service-relatedmonitoring and responses to the following areas.

Note: not all venues will have all of the following areas. The list is provided to give you anunderstanding of the potential for you to service.

Kitchen service areas

You need to be aware of two main service or dispensing points found in a kitchen asfollows:

Hot foo d area

This is where plated food (entrées, main courses, desserts)are served or collected from – also known in some places asthe „pass‟.

Most food for a dining room or restaurant will be served fromand collected from this area.

Orders are commonly also placed at this area.

Cold

This area does not exist in all properties being limited mainly only to large commercialkitchens catering for high volumes.

The cold larder area will prepare and serve items such as cold entrées, salads, colddesserts, and cheese platters.


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Waiting stations

You may also be required to „fetch and carry‟ to waiting stations situated in diningrooms/restaurants.

A waiting station is a place or a piece of furniture which a waiter uses as their work base

to do things such as storing items, a location to clear plates from the guest table to, to restitems on.

They may sometimes feature heating elements and be known in this instance as „hotboxes‟.

You will be required to take prepared dishes from the kitchen to the appropriate waiterstations from where wait staff will serve the dishes to guests at table.

You will also take the dirty dishes back from the waiter‟s station to the kitchen/dishwashing area for scraping and cleaning.

See the following for examples of waiter‟s stations:

http://www.forbesindustries.com/food-beverage-catalog/service-carts-tray-stands/bussing-carts-and-waiter-stations.html.

Note, some rooms will use a simple table or other item of furniture for a „station‟ in whichcase the area may simply be known as a „rest‟.

Buffet areas

You may also be responsible for tending (attending andmonitoring) buffets.

In these situations, you will be required to ensure dishes are kept

topped up and kept presentable and hygienic.Tasks will involve both food items and beverages which areincluded along with the buffet (beverages such as water, juices,tea, coffee and milk).

Duties will also include removal of empty, or near-empty dishes,removal of empty or dirty guest dishes and removal andreplacement of service items and food which has been droppedon the floor or which has become contaminated as a result ofunsafe food handling practices by guests.

Room service collection areas

Most venues will have dedicated room service staff but, depending on the venue and theorganisation of staff, you may be required to perform various room service functions suchas:

Clearing trays and trolleys from floors, when necessary. This involves checkingcorridors on accommodation floors and returning dirty dishes, trays and trolleys to theroom service area for take-down and cleaning

Returning room service crockery and cutlery to other areas, such as the main kitchenor servery, where they may be needed

Setting up room service trays and trolleys for specific room orders, or for generic

delivery o, for example, Continental breakfasts.

http://www.forbesindustries.com/food-beverage-catalog/service-carts-tray-stands/bussing-carts-and-waiter-stations.htmlhttp://www.forbesindustries.com/food-beverage-catalog/service-carts-tray-stands/bussing-carts-and-waiter-stations.htmlhttp://www.forbesindustries.com/food-beverage-catalog/service-carts-tray-stands/bussing-carts-and-waiter-stations.htmlhttp://www.forbesindustries.com/food-beverage-catalog/service-carts-tray-stands/bussing-carts-and-waiter-stations.htmlhttp://www.forbesindustries.com/food-beverage-catalog/service-carts-tray-stands/bussing-carts-and-waiter-stations.html


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Online videos

The following online videos provide some insight into what is involved in being a foodrunner and allows you to gain an insight into the kitchen and service areas:

http://www.youtube.com/watch?v=59JC8al46Pk („A food runner‟s world: 2 mins 31seconds)

http://www.youtube.com/watch?v=wXFs3Iy4s6Y („Chef Kurfürst at HTMi, Culinarymanagement: 12 mins 53 secs).

1.3 Check food in accordance with enterprise

standards

Introduction

Before you take any dishes or trays of food out of the kitchen and give it to wait staff or toguests you must undertake a series of checks to ensure the food being served isacceptable and to make sure all necessary requirements have been met.

This section identifies practices to follow to help make sure guests receive exactly thefood they ordered, and to ensure smooth and professional service is provided.

Enterprise standards

In relation to checking food prior to service „enterprise standards‟may refer to:

Size of the meals – the volume or quantity of food provided asan entrée, a main course or as „extra‟

Placement of items on a plate. Some venues will require, forexamples, vegetables for certain dishes to be placed in anominated sequence or location on the plate to optimise thevisual appeal of the dish. Some dishes may be centrallylocated in the middle of the plate whereas other menu itemswill feature the main component (meat, fish, chicken) locatedat a constant position on every plate

Use of stipulated serviceware for given items. For example, it may be a requirement acertain type or size of bowl is used for nominated food items or accompaniments, or

an underliner may be required for identified dishes

Service of sauces. Some venues may add sauces to the meal (directly applying thesauce to the food), while others may provide a small jug of sauce, a bottle of sauce ora sauce boat.

http://www.youtube.com/watch?v=59JC8al46Pkhttp://www.youtube.com/watch?v=59JC8al46Pkhttp://www.youtube.com/watch?v=wXFs3Iy4s6Yhttp://www.youtube.com/watch?v=wXFs3Iy4s6Yhttp://www.youtube.com/watch?v=wXFs3Iy4s6Yhttp://www.youtube.com/watch?v=59JC8al46Pk


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Checking the food

Before all food is taken from the kitchen you must check it (that is, visually inspect eachdish) to ensure:

The right meal has been prepared and any requested changes have been made to theitem or dish. This means comparing the food presented by the kitchen against theorder given to them. Never assume the kitchen will automatically get the order correct.Remember the kitchen is a busy place and accidents and mistakes can happen. If theorder is for four meals, are there four meals being given to you? Do the dishes you are

being given match exactly the requirements of each guests as stated in the order? Itis your job to make sure incorrect meals are not taken into the room or to the servicepoint. Every service plate is clean and presentable. This means checking to ensurethere are no marks, spills and drips on plates. In some cases you may be able toclean the plate and in other cases it may need to be returned to the chef or to theperson operating the pass

The quality of all items served for consumption. This includes checking all food servedon the plate to ensure it is of an acceptable quality. For example:

A whole fish should not have tears in the skin

Fresh fruit must not be over-ripe

Salad vegetables must be crisp

There should be no obvious blemishes or visibleimpediments to any food items on a plate

The appearance of the food on the plate. Issues tolook for are:

All dishes of the same type must be of the samesize. There should not be a difference in servesizes unless requested by the guest

Same dishes must look the same in terms of layoutof vegetables, accompaniments, serviceware,garnishes

An appealing and appetizing appearance

The edible portion of a steak is at the outside of a plate as opposed to having thefat/gristle component at the rim of the plate

Guest requests have been taken into account. This means directly comparing the

dishes against the orders. Check to ensure, for example, rare steaks are indeed rare;dishes with vegetables do not go out with salad on them, „extra chips‟ do have extrachips and „Thai salad‟ is provided where requested.


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Additional points to note

Some establishments have photographs of each dish at the pickup point or pass tohelp service staff plate dishes correctly and consistently and to give you a means bywhich you can check dishes prior to taking them

The person operating the pass should check all dishes before they are called but youstill ALWAYS have to conduct your own independent check

Note it is much, much easier for a problem or mistake to be identified at this stage,than it is for the dish to go out to the dining room, be presented to the guest, becomplained about and then be returned to the kitchen.

Checking the servicewear

In addition to checking the food to be served you must also verify the requiredserviceware is available as required to meet the needs of the menu items being served.

Serviceware is a generic term for crockery, cutlery and other service-related items.Serviceware may include:

Plates and bowls

Platters and cake stands

Service utensils such as tongs, carving forks,large spoons and forks (for silver service)

Glassware. Some sauces and desserts arepresented in glasses

Oven-to-tableware allowing food items to betaken directly from the oven and served in thedish in which they were cooked

Lids and covers for pots and other containers

Condiment containers

Flatware including knives, forks and spoon, lobster crackers, cake lifters

Sizzle plates for steaks

Tureens, ramekins and coupes

Boards for service of dishes such as fruit and cheese

Pots, jugs and sauce boats

Sugar bowls

Bread baskets.

Checks to make

You must check these to ensure:

They are clean

Crockery and glassware is free from cracks and chips

They are free from other damage


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They are suitable for the dish they are accompanying. There is little point in servingsnail tongs with a T-Bone steak, or providing lobster crackers with Ga Kho chicken

They are sufficient in number to match the order or requirements of the table

They are safe and do not present any danger to staff or customers.

1.4 Transfer food to the appropriate service

points in accordance with enterprise

procedures

Introduction

A primary role for you will be to transfer food (that is, carry plates and trays of food) fromthe kitchen to service points.

This section describes techniques for carrying plates and trays and unloading trays andplacing food when you arrive at your destination.

Hygiene rules to follow

The following basic hygiene rules must be adhered to whencarrying plates or trays or handling food serviceequipment/utensils:

Keep bare hands and fingers away from the food to avoidcontamination

Avoid scratching hair, nose, eyes, or mouth when handlingfood or carrying plates as this can be a source ofcontamination which may be transferred to food, plates orcutlery

Keep long hair tied back so hairs do not fall into the food

Wash hands before handling plates or cutlery if you havebeen engaged in other duties such as removing rubbish,handling dirty dishes, handling money, preparing food,using chemicals, doing cleaning

Do not sneeze or cough on to the plates, cutlery or food

directly or indirectly (that is, coughing/sneezing into yourhands and then using those hands to handle food/platesor food contact surfaces).

Plate carrying

You do not need the same plate carrying skills waiters do.

Waiters will need how to carry at least three plates a time, sometimes four plates. You willmainly carry plates on a tray.

Waiters will deliver the plates to the guest at table. You will deliver the plates to thewaiter‟s station.


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If you have the same plate carrying skills as a waiter, then that is a bonus but it would bevery unusual for you to have to actually use those skills.

Where two plates are to be carried to the dining room, you can carry them in by hand – one in each hand.

Dirty plates are usually always removed from the dining room on a tray.

Where more than two plates are required to be carried to the dining room, it is usual for atray to be used.

Tray carrying

Trays come in various sizes and may be round, square or rectangular.

They are used for carrying plates into the actual service area – the dining room orrestaurant – and for removing plates, cutlery and other items from the dining area to thekitchen.

It may look quite stylish to carry a tray on one hand, above your head, through a crowdedroom but this is to be avoided (unless, of course, it happens to be house policy and it maybe in some establishments where they wish to emphasise showmanship) as it ispotentially dangerous and greatly increases the chance of dropping the tray or spilling thefood.

Trays should be carried with two hands – one on each side of the tray.

Loading the tray is important, because it is too late to try to fix the layout when you havepicked it up and are walking into the dining room.

Try to obtain an equal weight balance with the tray, and ensure plates are firm on the traysurface. Many accidents have occurred when a plate or dish is balancing on another plateor dish. The china surfaces are very slippery and it does not take much for a plate to startskating over the others on the tray. And there is nothing much you can do about it when itstarts.

The answer is not to overload any tray, but to make an extra trip if you have numerousplates to carry.

When carrying a tray, observe the following:

Give way to guests – let them go first

Give way to waiters unless they tell you to go through

Look before you walk. Check to make sure yourintended passage is clear and not blocked by servicetrolleys, high chairs (for children/babies), ice bucketstands, furniture, or guest bags

Remember you are on public show. Even though you are not the waiter, many guestswill still be watching especially if they are waiting for their meal, so how you act andtreat the dishes being transported into the room is extremely important

Walk at a moderate pace – do not run and do not dawdle

Carrying plates correctly and safely so the food maintains its appearance and isdelivered safely to the service point. Be aware the food on the plate can move around

as it is being transported, and if you do not handle it carefully then the hand-craftedeye appeal of the dish can be lost


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Not letting a member of the public unnecessarily touch the food especially in situationswhere people have had a little too much to drink

Ensure the food does not become contaminated. This may mean keeping it covered. Itmay mean walking a little further but taking a course that means the plates or traysare not taken outside into the open air (where there is an increased risk of

contamination)

Make sure the right order goes to the right service point. There may be quite a fewwaiter‟s stations and you have to make sure you get the right one, first time, everytime

Be careful. This means:

Exercising extreme care when carrying a tray

Not rushing

Not trying to carry too much

Paying attention to the changing conditions on the floor.The same rules apply when carrying items back from the diningroom to the kitchen.

Standard practice

You mus t make a habit of catching the waiter‟s eye, every time they enter the diningroom/restaurant.

This lets the waiter know they have just brought something in, but also gives the waiter anopportunity to signal to you they have a special request to make or for you to pass on.

These special requests are numerous but may include “I need a fresh steak knife

because someone dropped theirs on the floor”, “Can I get more cranberry sauce for table14?”, and “Tell the chef people are complaining the rice is not hot enough.”

Catching the eye of wait staff is not difficult to do as they will also be keeping a watch foryou.

Placing food/unloading trays

Handling plates

When you arrive at your service point (usually a waiter‟s station in a dining area) you willneed to place the plates in the correct position.

Where you are carrying only two plates this may entail:

Physically handing the plates to the waiter who will thenserve them

Placing the plates on the waiter‟s station for the waiterwho will then pick them up and serve them

Putting hot food inside the heating area or hot box of aservice station.

If you hand plates directly to a waiter you should state the name of the dish including anyspecial requests which have been included in the preparation of the dish.


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Unloading trays

When unpacking the tray at the service point or waiter‟s station care should be exercisedto:

Maintain eye appeal of the dish

Avoid spoilage or spillage

Facilitate access by the waiter

Keep noise to a minimum

Eliminate interruption to the waiter‟s duties

Be as unobtrusive as possible

Maintain the „safe food‟ condition of the dish.

Online videos

The following will provide tips and advice about carrying plates and trays. Practice isimportant if you intend mastering the three-plate method of carrying plates:

http://www.youtube.com/watch?v=FSSRvNojZYg („Tray carrying 101: 5 mins 4 secs)

http://www.youtube.com/watch?v=qjfSCyO5x_k („Plate carrying‟: 2 mins 45 secs)

http://www.youtube.com/watch?v=WBg-z__8IXA („Carrying 3 plates‟: 2 mins 33 secs)

http://www.ehow.com/video_12231609_carry-square-tray-waiter.html („How to carry asquare tray as a waiter‟: 1 min 35 secs).

1.5 Advise appropriate colleagues on readiness ofitems for service

Introduction

A key focus when providing a link between the kitchen and service areas is advisingwaiters and servers on the readiness of items for service.

This section presents considerations in this respect.

Importance of advising colleagues

It is important for you to advise waiters and servers of thereadiness of food for the following reasons:

This notification allows them to plan their work on othertables. They can better determine what they should donext and how long they have to complete a task beforethey need to serve food to guests which you havedelivered to the waiter‟s station

The advice you give enables better integration of other service so the guest receives amore positive experience. For example, the food waiter can notify the beverage waiter

of the imminent arrival of the main course so they can ensure wine which has beenordered is served and ready for consumption before the food is served

http://www.youtube.com/watch?v=FSSRvNojZYghttp://www.youtube.com/watch?v=FSSRvNojZYghttp://www.youtube.com/watch?v=qjfSCyO5x_khttp://www.youtube.com/watch?v=qjfSCyO5x_khttp://www.youtube.com/watch?v=WBg-z__8IXAhttp://www.youtube.com/watch?v=WBg-z__8IXAhttp://www.ehow.com/video_12231609_carry-square-tray-waiter.htmlhttp://www.ehow.com/video_12231609_carry-square-tray-waiter.htmlhttp://www.ehow.com/video_12231609_carry-square-tray-waiter.htmlhttp://www.youtube.com/watch?v=WBg-z__8IXAhttp://www.youtube.com/watch?v=qjfSCyO5x_khttp://www.youtube.com/watch?v=FSSRvNojZYg


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The advice allows waiters to prepare the table to which the meals are to be served.They may, for example, need to:

Clear dirty plates from the table

Adjust cutlery; add/remove cutlery to the cover to suit the food about to be served.

How to advise colleagues

When you have identified from the kitchen that food for a certain table is about to beplated or served then you will need to:

Enter the service area. The notification should take place at the service point

Speak to the waiter/server and advise them of the table number for the food you areabout to bring in.

Other considerations

Double-check the food being plated is your food. Never assume food being plated upis actually for you or your table. Verbally check with the chef or person operating thepass that the meals are for a given table number

Hand signals may be used as an alternative if circumstances dictate (that is, if thewaiter is doing something such as taking an order or serving another table and cannotbe interrupted

Try to give the waiter/server sufficient warning. Approximately one minute is a suitableperiod for advance notice

Make sure you communicate any other relevant issues at thesame time, for example:

Notification of any delays to dishes/orders already placed sowaiters can pass this on (with an apology) to guests

Advise them of dishes which are no longer available

Advise them of menu items which are running low orrunning out

Seek clarification of any orders where the kitchen has askedyou for clarification and you need to obtain information fromthe person who took the order

Confirm special requests can be catered for

Advise where special requests cannot be accommodated

Notify other issues such as „carrots are being replaced with pumpkin‟ or „potatoesare being replaced with chips‟.


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1.6 Identify additional items required from the

kitchen by monitoring services areas and

consulting with other service colleagues

Introduction

Another central element of your role is to support and assist waiters/servers by providingthem (and guests) with items to enable smooth and efficient service delivery.

This section identifies the importance of this part of your job, describes how the need foradditional items may be identified and gives a sample list of items which you may need tosupply.

A key issue in this respect is to be proactive and anticipate requirements for extra itemsso you can provide them without having to be asked.

Need to identify additional items required

It is extremely important to identify additional items required by waiters (and guests) asthis will:

Enhance service provision and service excellence

Increase guest satisfaction

Show your support for colleagues

Increase efficiency

Demonstrate customer/guest focus

Prove you are concentrating on your role.

Ways to identify required items

Your aim should be to anticipate the need for items and meet the identified need before itbecomes an actual need.

Techniques to identify „required items‟ include:

Speaking to waiters/servers and asking them if they needanything

Being alert to requests made to you directly from guests at thetable and/or from colleagues (including food and beveragewaiters)

Observing the service area. Look for indicators that there is animpending need, for example:

A guest who has dropped their knife indicates a need for areplacement knife

A spilled glass of wine indicates the need to provide the materials necessary forclearing or cleaning up the mess

Guests who elect to share a dish may indicate the need for an additional plateand/or cutlery


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Using your experience, common sense and industry knowledge, for example:

Departing guests may indicate the need for clearing and re-setting a table

The arrival of guests with young children may indicate the need to bring a highchair

If you overhear a guest ask the waiter for more bread rolls this indicates a need formore bread rolls.

Examples of what may be required

There is no limit to the type of items which you may be required to provide. The followingis presented as an indicative list only:

Extra condiments or sauces for dishes

Extra side orders such as chips, salad, onion rings, rice

Extra butter for rolls, extra rolls

Dressing for a salad

Sugar, milk or lemon for coffee or tea

Finger bowl or shell bowl for seafood

Clean service cloths, or extra napkins/serviettes

Additional cutlery and crockery

More glasses for wines and beverages. Remember you will be expected to supportthe work of beverage waiters as well as food waiters

A cake stand and cake server for situations where guests have brought their own cakeinto the venue (for example, to celebrate a birthday).

1.7 Make requests to kitchen staff based on

identified needs

Introduction

When asked to do so by waiters/servers you will be required to make requests to thekitchen.

This section identifies what is involved in this activity.

Types of requests

On a regular basis you can expect waiters/servers to askyou to speak with the kitchen and determine if certain guestrequests, preferences or needs can be accommodated.

You will need to speak to the chef (or relevant other person in the kitchen) andcommunicate their response back to the person who asked you to make the request.

Several examples of these requests were identified in section 1.1 and repeated here.


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Requests may include:

Speed of service. A guest or table may request:

To be served straight away

To have a break of X minutes between the service of courses

To be served and out of the room by a given time

Variations to menu items to:

Add or exclude certain ingredients from a dish

Substitute nominated ingredients in a dish

Accommodate cultural, religious or dietary/health-related requirements

Can the pepper crab be served as chilli crab?

Request for variation to size of serve such as a request for:

A small serve

A large serve

Entrée to be served as a main course

Main course to be served as an entrée

Extra serve of nominated items – meat, vegetables

Request for information. While most waiters/servers will knowthe answers to commonly asked questions about menu itemsyou will often be asked to speak to the kitchen and askquestions which may include:

Are certain dishes fresh or frozen? How long will it take to prepare a nominated dish?

Where does the beef come from?

Making the request

Keys in making requests to kitchen staff are:

Make sure you know exactly what it is you need to find out about. Clarify anyambiguities with the waiter/server before you speak to the kitchen

Talk to the right person. Different questions can be answeredby different people. You do not always have to speak to thehead chef or the person on the pass. Use common sense todetermine who you should ask questions to

Make the enquiry as quickly as possible without being rude orinterrupting what others are doing

Get the person‟s attention before speaking to them. You mustrealise the kitchen is a busy and noisy place so make sure theperson you want to ask a question of is actually listening to youbefore you start asking your questions

Speak directly to the person in a clear voice explaining exactlywhat is required and asking the questions which need to beanswered


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Listen to the answers given to you. Be prepared to take notes where answers may becomplex or detailed

Be prepared to ask follow-up questions where you believe the person has notunderstood you or where you are unsure about the answer you have been given

Thank the person who gave you the answer. This will encourage them to dealpositively with you into the future.

Responding to requests

It is important to pass on to waiters/servers the information or answers you have receivedfrom the kitchen.

To do this you must:

Respond in a timely manner. Get the answer back to the waiter/server as soon aspossible

Provide any necessary detail where the answer requires you tocommunicate some specific information, factor or element

Speak to them away from the guest/table. The communicationbetween you and the staff member should not be able to beoverheard.

Get their attention before speaking. Make sure they are listeningand paying attention before you share what you need tocommunicate to them

Be prepared for follow-up questions to be asked. This may occurbecause guests have made further requests

Ask the waiter/server if they have other questions which need to be asked todemonstrate your willingness to help and support them.


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Work Projects

It is a requirement of this Unit that you complete Work Projects as advised by yourTrainer. You must submit documentation, suitable evidence or other relevant proof ofcompletion of the project to your Trainer by the agreed date.

1.1 Identify a hospitality venue and prepare a written submission which details:

Proposed, possible or actual enterprise standards for checking food prior totransferring it for service

Proposed, possible or actual enterprise procedures for transferring plated foodfrom the kitchen to service areas

A list of additional items (minimum 12 items) which may be required to beprovided to wait staff/servers and/or guests.

1.2. Provide real-life, simulated or video evidence of you:

Relaying information from the dining area and/or wait staff/servers to kitchenstaff

Relaying information from the kitchen to wait staff/servers

Monitoring and attending kitchen service points to ensure prompt pick-up ofplated food for transfer to service area

Checking plated food items prior to transferring dishes to the dining area, waitstaff and/or servers

Physically carrying plates and/or trays of food to wait staff/servers

Advising wait staff/servers on readiness of dishes for service

Making requests on behalf of wait staff/servers to kitchen staff, andcommunicating responses to wait staff/servers.


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Summary

Liaise between kitchen and service areas

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

Communicate all details accurately, promptly and comprehensively

Constantly observe what is happening around you

Monitor readiness of food for service

Check all food or plated items to ensure it is correct

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.


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Element 2:

Clean and clear food service areas

2.1 Remove used items from service areas and

safely transferred to the appropriate location

for cleaning

Introduction

There will always be a need to remove used and unwanted items from the service areaduring service and return them to the kitchen.

This section identifies the need for this action, describes items which may need to beprocessed in this way and identifies the locations to which items may need to beremoved.

The need to remove items

‘Clearing’

Removing items from the dining area/service area to thekitchen is referred to as „clearing‟.

When wait staff/servers remove items from guest tables tothe waiter‟s station this is also referred to as ‟clearing‟. It iscalled „clearing the table‟.

Importance of and need for clearing

Clearing items from waiter‟s stations/service points is important for the following reasons:

It eliminates clutter at the service points/stations andgives wait staff/servers more room to work

It makes the service area look more attractive andpresentable to guests

It makes room for you to place your next delivery ofdishes

It enables used items to be taken to the dishwashingarea so they can be cleaned and re-used

It provides another opportunity for communication tooccur between you and the wait staff/servers.


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Points to note when clearing

When clearing you should pay attention to the following:

Always try to communicate with the wait staff/servers when

clearing. This may be verbal communication (you should ask ifthey need anything, or they may ask you for something) or just eyecontact to determine if they want something or they need you to dosomething

Try to bring something back every time you return to the kitchenafter taking something in to the room/service point. The aim is tonever return empty-handed if there are things to be brought back

Be as quiet as possible. Stacking plates and clearing can be apotentially noisy activity so keep noise to the absolute minimum:the quieter you are, the more guests will enjoy their meal

Make sure the waiter‟s station/service area is clear before youtake food into the dining area/service area. You need to avoid asituation where you take plates and trays into the area only to findthere is nowhere to put them

Walk at a safe pace when removing items and look where you aregoing to avoid knocking into guests, other staff or furniture. Alwaysgive way to guests

Loading your tray in a structured way which will include:

Scraping plates

Taking cutlery off plates

Balancing the load

Not stacking items too high

Ensuring you do not overload the tray

Making sure nothing will fall off the tray when you lift and carry it.

Items which may need to be cleared

You will need to clean:

Used items. These are items of crockery and cutlery guests

have used and have finished with. They will have been clearedfrom the table by the wait staff and moved to the waiter‟sstation for you to collect. These items will include:

Plates and bowls

Cups and saucers

Jugs

All sorts of cutlery

Items no longer needed by diners. These also will have been cleared from the table bywait staff when they are identified as being „no longer needed‟. Items in this category

may include: Bread baskets and butter dishes


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Items of cutlery and crockery set as part of the cover but not required because, forexample, a guest did not arrive or their menu selection meant the item was notrequired

Condiments

Menus Soiled napkins and unused serviettes

High chairs

Table tops

Linen – soiled and clean tablecloths, waiter‟s cloths andoverlays.

Clearing of glassware and drink-related items

The clearing of used and/or unwanted glasses, water jugs and empty bottles and cansmay be the responsibility of beverage wait staff or bar staff but you must always beprepared to assist as required to help clear these items.

This may mean:

Carrying empty glasses (used and/or unused) to the bar servicepoint or taking them to the kitchen from where bar staff will collectthem for processing (washing, polishing, storing)

Taking empty bottles and cans into the kitchen (or bar) area anddisposing of them into appropriate rubbish containers to facilitaterecycling.

Transferring itemsItems should be transferred safely to the appropriate location and in accordance with theestablishment‟s practices.

This may include:

Placing items onto a tray and using the tray to carry itemsfrom the service area. This allows multiple items to becleared at the one time

Carrying items by hand. This is often an acceptablepractice where there are only one or two items to be

removed.

Note: some venues have an SOP requiring all items to be carried into and out of aservice area/dining room on a tray. They forbid staff from carrying items by hand.


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Locations

When removing items from the service area they must be taken to the appropriatelocation for processing.

‘Processing’ of items „Processing‟ of these items will involve:

Cleaning of used/dirty items

Storing of items in readiness for future use

Filling/refilling of condiments

Cleaning/wiping of proprietary sauce bottles

Disposing of items into rubbish containers

Placement of linen into receptacles ready for laundering.

Bar

You may be required to remove the following items to the bar:

Clean and used glasses

Water jugs

Empty bottles and cans

Ice buckets

Ice bucket stands

Carafes.

Still room

The stillroom is an area where ancillary items (such as but not limited to bread rolls,condiments, butter and napkins) are prepared for service.

It is normally part of, or adjacent to, the kitchen.

You may be required to take the following items to the stillroom for processing:

Salt and pepper shakers

Butter and jam/conserve dishes

Milk jugs

Mustards

Proprietary sauces

Bread baskets.

Table numbers

Menus.


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Silver room

The silver room is a room where cutlery is stored.

If the venue actually uses silverware (that is, silver cutlery) then this area will also containfacilities for cleaning and polishing those items.

Most venues do not have a silver room and very few venues use actual silverware.

Where a silver room exists you may be required to:

Take all unused cutlery directly to the silver room so it can be stored as clean items.Most venues treat unused cutlery as dirty cutlery and wash it and polish it even thoughit has not been used. Check the SOP at your workplace.

Take only actual silverware to it – clean or dirty. All other items ofcutlery will be taken to the dishwashing area (see below).Silverware can include:

Cutlery – all types

Jugs

Tea/coffee pots

Trays and platters

Ice buckets and stands, as well as carafes and wine serviceparaphernalia.

Store room

You may be required to take the following items to a dining/service store room store sothey are available for use when next needed:

Table tops

Unused linen

High chairs

Candelabra

Table decorations and table furniture.

Dishwashing area

All used/dirty crockery and cutlery will need to be taken

to the dishwashing area.

This area or section of the kitchen may be also referred to as the „pot wash‟ area as potsand pans may also be washed there. Note that in many venues the dishwashing area is just for crockery, cutlery and other used dining items, while the potwash area is just foritems used in the cooking or preparation of food.

Your role when delivering used/soiled items to the dishwashing area may be to:

Unload your tray and the dishwashing staff will do the rest

Unload your tray and scrape the plates which means scraping the plate waste intobins or an InSinkErator

Unload, scrape and stack items ready for washing either by hand or in a dishwashingmachine.


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2.2 Handle food scraps in accordance with

hygiene regulations and enterprise

procedures

Introduction

Clearing plates from the service area will always involve handling food scraps.

This section discusses issues related to this requirement.

Plate waste

„Plate waste‟ is anything which has been served to the guest and is returned from theirtable/plate.

This definition includes:

Food remaining on a plate/in a bowl which has not all been eaten – „food scraps‟

Food which looks like it has not been touched

Garnishes for food and in drinks

Left-over beverages including liquor/soft drink remaining in cans orbottles.

All plate waste must be thrown out – it cannot be re-used, re-servedor re-sold.

Single use items

Single use items are items intended to be used only once and then disposed of.

They are not meant to be used again.

Examples of single use items which must be thrown out whenreturned or cleared include:

Drinking straws

Paper serviettes/napkins

Plastic cutlery – commonly used in situations where food isprovided for take-away service

Wooden stirrers used to stir sugar in hot drinks

Take-away containers used to wrap, serve or otherwise provide take-away food andbeverages, both hot and cold. These may be paper, cardboard, plastic or aluminium

Portion control packs which have been opened and/or partially used. These PC packsmay be used by some venues to serve:

Butter

Jam

Sauces and mustards


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Milk

Salt and pepper

Other food – such as cereals and biscuits.

Note: PC packs returned from service can be re-served or re-used if they are in good

condition (they look presentable, are not damaged or soiled) and have not been openedor tampered with.

Handling food scraps

Safe food handling practices

Food scraps which must be handled in accordance with safefood handling practices in relation to external rubbish binsinclude:

External rubbish bins are to have tight fitting lids which are to

be kept in position when the bins are not in use. This isdesigned to prevent access to food waste/rubbish by birds, cats, vermin

The rubbish area must be kept clean to help avoid offensive odours

There must be „sufficient‟ rubbish bins to cater for the amount of rubbish produced. Ifthe rubbish being created by the level of trade cannot be accommodated by the binsthen extra bins must be obtained

The rubbish bins themselves must be kept clean. They must be periodically cleanedusing a detergent, degreaser and deodoriser or disinfectant.

Hands must be washed after handling rubbish without exception. This is an extremelyimportant food safety requirement.

Enterprise procedures

Enterprise procedures regarding rubbish disposal and the handlingof food scraps may include:

All food scraps must be thrown into one or more bins locatedat/near the dishwashing area or other designated points

All internal rubbish bins used for food scraps must be lined with a strong, good qualityliner to prevent food scraps making contact with the internal sides of the bin

No food scraps are to be consumed or taken home by staff members. This may even

apply to situations where staff want to take scraps home for pets

Bags of food scraps from internal bins must be disposed of appropriately into externalbins/dumpers – see immediately above

An external rubbish removal company may be used to supply and empty rubbishbins/dumpers to cater for the volume of waste created

No food scraps are to be left in internal bins between shifts or overnight.


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2.3 Clean and store equipment in accordance with

hygiene regulations and enterprise

procedures

Introduction

Your role may or may not require you to clean and store crockery and cutlery.

This section presents general hygiene and possible venue-specific requirements in thisregard.

Cleaning

‘Clean’ and sanitised’ – defined

In this context, „clean‟ means „free from visible contamination‟. „Free from visible contamination; means the item must lookclean when you have finished cleaning it.

It is important to understand items may not be safe to use – from a food safety point of view – just because they lookclean.

Crockery and cutlery which appear clean may still becontaminated by germs/bacteria making them unsafe touse to use.

„Sanitised‟ refers to items which are free from bacteria/germs or items which have had thelevel of bacteria/germs reduced to a safe level.

It is for this reason all cleaning/washing of food items (including crockery, cutlery, glasses,pots, pans and food contact surfaces) should be:

Washed using a detergent

Sanitised using hot water, steam or a chemical sanitiser.

Need to clean and sanitise items after each use

All service items (plates, cups, saucers, cutlery) must be cleaned and sanitised after eachuse.

This must occur in order to prevent infectious diseases being communicated from personto person.

General cleaning sequence

In general terms the following sequence is suitable forcleaning crockery and cutlery:

Remove visible food debris – for example, scrape theplates

Rinse with warm water to remove loose dirt

Wash with a detergent as designated by the workplace


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Rinse again to remove the detergent and debris

Apply a sanitiser. Sanitisers are chemicals designed to kill bacteria

Rinse to remove the sanitiser

Allow to air dry. Air drying is the preferred option as it eliminates using a cloth to drysurfaces, which may inadvertently introduce bacteria to the surface that has just beencleaned and sanitised.

Machine washing

The procedure for washing eating utensils and dishes bymachine is as follows:

Scrape and rinse items prior to stacking in trays. Use theright trays/racks for the right items

Wash for a minimum of 60 seconds at a temperaturebetween 66°C and 71°C

Rinse for a minimum of 10 seconds at a temperature of at least 77°C

Always follow any specific house rules which may apply to certain types and modelsof dishwashing machines and/or chemicals used.

Hand washing

In some circumstances there will be no dishwashing machine.

This is common in small businesses, and it is safe to use a doublebowl sink to clean items providing certain requirements areobserved.

When using a double bowl sink to wash eating utensils and dishes:

One bowl must contain water at minimum 45°C and detergentfor washing the items

One bowl must contain clean water at a minimum of 77°C forsanitising the items

Sanitising must involve soaking the items for a minimum of 3 minutes. It is notacceptable to just run hot water over items to remove the suds and soap

A thermometer must be on hand to check and verify water temperatures.

Items must once again be left to air dry, which means draining and leaving to dry whilehot.

Tea towels should not be used.

Operators must make sure detergents and sanitisers are diluted according tomanufacturer's recommendations (where necessary) and all other manufacturer's adviceis adhered to.


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Storing items

After items have been cleaned and sanitised they must be stored so they do not becomere-contaminated.

The requirement is that all items used to serve food and beverages are provided to theguest in a clean condition.

Correct storage of clean items includes:

Handling all cutlery by the handle

Handling all plates and bowls by the sides or rims

Handling all cups by the handle

Storing them in such a way that protects them from contaminationfrom:

Flies and/or dust

Other sources of contamination such as coughing, pests

Storing items in designated locations as opposed to leaving them in random positions.


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Work Projects

It is a requirement of this Unit that you complete Work Projects as advised by yourTrainer. You must submit documentation, suitable evidence or other relevant proof ofcompletion of the project to your Trainer by the agreed date.

2.1 Provide real-life, simulated or video evidence of you:

Clearing used and unused items from service points using a tray

Clearing used and unused items from service points carrying individual items inyour hands

Removing items cleared from the service to appropriate locations (such asstillroom, dishwashing area and/or store rooms) for processing

Handling food scraps at the dishwashing area in an effective and hygienicmanner

Cleaning crockery and cutlery in accordance with required hygienic practicesusing a dishwashing machine and/or hand washing

Storing crockery and cutlery in a manner protecting it from re-contamination.


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Summary

Clean and clear food service areas

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 serviceareas

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 itemsClear items to their designated location

Process items as required

Never re-use plate waste

Never re-use single use items

Deal with food scraps in a hygienic manner

Wash hands after handling rubbish or cleaning agents

Follow all house procedures, policies and protocols

Understand the difference between „clean‟ and „sanitised‟

Make sure crockery and cutlery is washed, cleaned and sanitised between every use

Store cleaned/sanitised items to protect them from re-contamination.


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Element 3:

Maintain effective relationships with

colleagues

3.1 Meet needs and expectations of colleagues in

accordance with organisation standards,

policies and procedures and within acceptable

time frames

Introduction

Your work role demands you function as part of a team.

This means meeting the needs and expectati

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