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Educators' Guide for Pedagogy and Assessment

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Unit: 3. 


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

1 I can identify potential hazards that might arise whilst working in the Hospitality Industry. 
Hazards: e.g. spillages,electrical cables, obstructed exits, incorrect storage of chemicals, causes of fire, poor working conditions, unsafe furnishing and furniture, misuse of equipment, lack of maintenance, poor staff training, moving and handling, lack of security, inadequate personal safety precautions/clothing, waste disposal, temperature.
2 I can list main features of current health and safety legislation.
Legislation: e.g. Act 27 of 2000 - Occupational Health and Safety Authority Act; LN44 OF 2002 - Work Place (Minimum Health and Safety Requirements) Regulations, LN35 of 2003 - Protection against Risks of Back Injury at Work Placement Regulations, LN36 of 2003 - General Provisions for Health and Safety at Work Places Regulations, LN45 of 2002 - Work Places (Provision of Health and/or Safety Signs) Regulations, LN121 of 2003 - Minimum Requirements for the use of Personal Protective Equipment at Work Regulations, LN227 of 2003 - Protection of the Health and Safety of Workers from the Risks related to Chemical Agents at Work Regulations.

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

3 I can describe different types of menus and styles of service. 
Types of menus: a la Carte’; set menu; 
Service styles: plated service; buffet service.
4 I can outline different types of linen used in a restaurant, their use and proper storage while considering the cost and the environment. 
Types and use: square or round table cloth; slip cloth; napkin cloth; waiters’ cloth; glass cloth; tea towel; banquet cloth;
Proper storage; 
Controlling cost and safeguarding the environment.

5 I can identify the different types and use of crockery, plates and glasses. 
Different types and use of: 
Crockery: side knife; joint knife; fish knife; joint fork; fish fork; salad fork; sweet fork; sweet spoon; 
Plates: fish; joint; side; soup; sweets; 
Glasses: pint or half pint beer glass; flute glass; Paris goblet; water glass; slim jim; brandy balloon; martini glass.

1 I can demonstrate the proper way of laying up different table setups. 
Lay up a table using table linen: table cloth; slip cloth; 
Three different napkin folding techniques: cone, fan, cock’s cone; 
Different table lay ups: formal; informal.

6 I can describe what customers expect from food and beverage servers. 
Meeting customer expectations: accommodation; attitude of servers; attentiveness; timeline; suggestive selling.
1 I can explain the basic sequence of service. 
Basic food order procedure: 
1. Greeting & Seating 
2. Glass & Napkin – Napkin from right 

3. Present Menu from right 
4. Take Beverage 
5. Offer Bread & Butter 
6. Offer Water / Serve Beverage 

7. Take  food order – take menu from the right – distribute chits 
8. Adjust cover – cutlery change 
9. Get Main Course 
10. Serve Main course and accompaniments 
11. Clearing of Main course and unused cutlery 
12. Top up water 
13. Clearing of Main course 
14. Clearing of Side plates 
15. Clearing of cruets and butter dish 
16. Crumbing down 
17. Adjust Sweet Cover 
18. Take Sweet Order 
19. Get Sweet/Dessert 
20. Serve Sweet/Dessert 
21. Get Sweet course 
22. Clear the sweet course 
23. Take Coffee Order 
24. Serve Coffee 
25. Present Bill 
26. Departure of Guest

2 I can demonstrate the sequence of service when serving a two course meal to customers. 
Basic personal presentation rules: 
Personal hygiene e.g. 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; 
Appearance: e.g. uniform, grooming, hairstyles, discreet use of cosmetics; 
The sequence of service.


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

7 I can describe ways of serving non-alcoholic drinks. 
Non-alcoholic drinks: soft-drinks, water, juices, squashes, mocktails e.g. After Eight, Passion, Sunset; 
Garnishes used e.g. lemon, orange, ice, cherries; 
Glasses used for different non-alcoholic beverages.

8 I can describe 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.

Learning Outcome: 4. I can understand the different functions, roles and responsibilities of the front office department.

9 I can describe different types of rooms, facilities and the guest cycle.
Types of rooms: single; twin; double; family; 
Meet the different needs of guests: disabled facilities; special requirements, extra bed and cots; 
The guest cycle: pre-arrival; arrival; occupancy; departure.

2 I can discuss how to deal with different types of complaints. 
Different types of complaints: verbal and written; 
Dealing with complaints: listen carefully; put yourself in the place of the customer; ask questions in a concerned manner; apologise without blaming.

3 I can explain the purpose and roles of the front office. 
The purpose of the front office: 
Give first impression: e.g. dress code, atmosphere; 
Encourage guest to make booking and spends money in the hotel; 
Communicate guests' needs to other departments; 
Ensuring that guests are happy with their stay; 
Roles: Receptionist; Concierge; Guest relations.

4 I can explain different duties in the front office department. 
Store and communicate information: 
Reservation system; 
Reports e.g. arrivals list, in-house guest list, departure list, special requests, room status report or occupancy report; 
Liaison with other departments: e.g. front office with housekeeping, house keeping with front office, front office with restaurant and/or kitchen; 

Security issues in a hotel e.g. safe deposit boxes, lost property;
Control of keys e.g. master key, sub master key, individual room keys
3 I can demonstrate the stages of telephone skills. 
Telephone skills: appropriate greetings and closings; listening skills; suggesting and verifying a course of action; take notes; dealing with difficult callers; telephone etiquette.

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

10 I can identify different customer requests and environmental issues related to rooms. 
Customer requests and environmental issues: 
Do not disturb cards on guest bedroom doors; 
Environmental issues: laundry; waste disposal; energy conservation
5 I can explain the roles within the housekeeping department and areas of responsibility. 
Roles within the housekeeping department: 
Management: executive housekeeper; 
Floor: floor supervisor; room attendants; gardener/florist; 
Public Area: public area attendants/houseman; 
Areas of responsibility: 
All hotel public areas: e.g. 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;


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