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Unit: ​1: Hospitality and Tourism Industry 


Learning Outcome: 1. I can understand the importance of health and safety in the hospitality industry. 

1. I can list personal hygiene requirements when serving food.
Personal hygiene:  fresh breath, clean teeth, appropriate hand washing, short finger nails, no nail varnish, hint of perfume or aftershave, no jewellery or watches, cuts and burns covered with blue waterproof plaster.

1. I can show health and safety procedures when serving food. 
Temperature requirements for hot and cold food.
General safety eg. opening and closing doors, carrying items and equipment, dealing with spillages, maintaining cleanliness of working areas.

Learning Outcome: 2. I can serve customers in the correct manner.

2.  I can identify different types of linen used in a restaurant and their use.
Types and use: square or round table cloth; slip cloth; napkin cloth; waiters’ cloth; glass cloth; tea towel; banquet cloth.

3. I can recognize the different types and use of crockery.
Crockery: side knife; joint knife; fish knife; joint fork; fish fork; salad fork; sweet fork; sweet spoon.

2. I can describe different styles of service. 
Service styles: plated service; buffet service; self-service.

1.  I can demonstrate the proper way of laying up different table setups.
Lay up a table using table linen: table cloth; slip cloth.
Napkin folding technique: cone; fan;
Different table lay ups: formal; informal.

4. I can list the basic sequence of taking a food order. 
The sequence of service of a one course meal:
- Greeting and seating
- Present menu from right
- Take beverage order
- Take food order – take menu from the right
- Adjust cover – cutlery change
- Serve main course and accompaniments
- Clearing of main course, used cutlery and side plates
- Present bill
- Departure of guest 

2.  I can demonstrate the sequence of service when serving a one course meal to customers. 

Learning Outcome: 3. I can be conversant with different types of beverages.

5. I can identify the different types and use of glasses.
Glasses: pint or half pint beer glass; flute glass; Paris goblet; water glass; slim jim; brandy balloon; martini glass.

6.  I can list different types of non-alcoholic drinks and garnishes used.
Non-alcoholic drinks: soft-drinks, water, juices, squashes, mocktails eg. After Eight, Passion, Sunset;
Garnishes used eg. lemon, orange, ice, cherries.

7.  I can identify different types of hot beverages.
Types of tea: black; earl grey; white; green.
Styles of coffee: espresso; espresso lungo; cappuccino; café latte; macchiato; iced coffee.

3. I can demonstrate how to prepare different mocktails.
Mocktails - After Eight; Passion; Sunset. 

Learning Outcome: 4. I can understand the front office department.

8. I can outline the guest cycle. 
Pre-arrival; arrival; occupancy; departure.

9. I can state the roles of the front office.
Roles: Receptionist; Concierge; Guest relations.

3.  I can describe different types of rooms. 
Types of rooms: single; twin; double; family.

4. I can show how to deal with different types of complaints. 
Dealing with complaints: listen carefully; put yourself in the place of the customer; ask questions in a concerned manner; apologise without blaming.

Learning Outcome: 5. I can understand the roles of the housekeeping department and areas of responsibility.

10. I can list the areas of responsibility of the housekeeping department.
Areas of responsibility:
- All hotel public areas: eg. entrance and lobby areas, cloak rooms, meeting rooms and ballrooms, offices and administration, public washrooms, bars and restaurants, halls, lifts, elevators, staircases, corridors.
- Guest Bedrooms
- Back of House areas

5. I can indicate the roles within the housekeeping department.
Roles within the housekeeping department:
Management: executive housekeeper.
Floor: floor supervisor; room attendants; gardener/florist.
Public Area: public area attendants/houseman;

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