Food & Beverage Service: Level III Coordination

Food and Beverage Service - Level III Module Overview

• This module focuses on the skills to organize, prepare, and serve food and beverages.
• It covers both alcoholic and non-alcoholic beverages.
• The module is designed around the use of service methods and team coordination.
• There are four main units covered in this module: Coordinating Food and Beverage, Conflict Resolution, Safety Risk, Coordinating End of Service procedures.
• Upon completion, trainees will gain the ability to coordinate food and beverage, resolve conflicts, understand safety risks, and coordinate end-of-service procedures.
• Trainees are expected to read information, accomplish self-checks, and study reference materials.

Unit One: Coordinating Food and Beverage Service

• This encompasses topics like duties, standards, job checklists, outlet layout, liaising with other, pre-service checks, monitoring work.
• After completion of this unit it assists you to achieve duties, standards, job checklists, outlet layout, liaising, pre- service checks, monitor work.

Duties and Responsibilities

• Duties and responsibilities include the tasks and obligations expected in a role.
• This outlines specific actions and behaviors required to fulfill job requirements, and vary based on job type and organization,
• Food and Beverage Managers head the department and manage all aspects of services.
• Excellent sales, customer service, HR, communication, and leadership skills are needed.
• They must have knowledge of products, sector, industry, local area, legislation, and regulations.
• Manager's responsibilities includes: budgeting, menu and wine lists, quality of service, and manpower development.
• Budgeting includes preparing the budget and ensuring estimated profit margins.
• Preparing new menus and wine lists involves consulting with the chef and considering ingredient availability and trends.
• Ensuring quality of service involves ensuring staff are adequately trained.
• Manpower development includes recruitment, promotions and transfers.
• They must hold regular meetings with section heads, provide training, and motivate staff.
• The assistant manager assists the manager and is more involved in the day-to-day running.
• This role may includes assisting section heads, taking charges of an outlet, setting duty schedules, and running the department in the manager's absence.
• The restaurant manager is responsible for all activities related to employee relations, food production, sanitation, guest service, and operating profits which reports to the food and beverage manager.
• Management duties includes, monitoring services, manage admin, training and public relations, formulate budgets, planning food festivals, and advertisements with chefs.
• Senior Captains are responsible for operations, preparing duty charts and overseeing Mise-en-place, cleaning, setup and staffing to ensure outlet is ready.
• Reception head waiters accept bookings, keep the diary up-to-date, reserve tables, allocate reservations, greet guests on arrival, take them to the table and seats them.
• Captains are supervisors in larger restaurants and hotels in charge of a specific section.
• Restaurants are divided into stations, with each consists of 4 to 5 tables for 20 to 24 covers. The captain is in responsible for efficient performance, with good knowledge of the food and beverage menu, efficient sales, and guerdon skills.
• Waiters serve good and beverages as part of a team to captain.

Food and Beverage Team Roles

• Bartenders prepare drinks and are knowledgeable in mixing techniques.
• Hosts greet guests, manage reservations, and maintain dining flow.
• Sommeliers assist with wine pairing based on taste preferences.
• Expeditors coordinate orders between the kitchen and dining area.
• Baristas specialize in coffee preparation.
• Bussers clear tables, refill water, and maintain dining area cleanliness.
• Cashiers handle payments and customer inquiries.
• Server/wait staff is responsible for taking orders, serving food and beverages, and ensuring customer satisfaction.

Establishing Standards of Service

• This involves defining specific service standards for each area of the dining experience.
• Standards should be considered for; Guest expectations, service and goals, service areas, staff and communication.

Job Checklist and Work Schedule

• These tools help organize, prioritize, and ensure work is completed efficiently.
• Includes: Identify tasks, prioritize tasks, set realistic timeframes, create a breaks and rest schedule, communicate, review and update, stay organized, and celebrate accomplishments.

Planning Outlet Layout

• This refers to designing the physical layout and seating arrangements.
• Includes: Table configuration, spacing and access, management, capacity, waiting area, reservation tracking system, flexibility, and communication.
• Table configuration, spacing, accessibility, management, capacity, waiting area, tracking system, flexibility and communication must be considered during reservations.

Liaising Teams with other members

• Communication and collaboration between departments are essential for smooth operations.
• It's important to establish clear lines of communication, and share information.
• Guest requests should be coordinated, there should be collaboration and communication, cross departmental training should take place among inter departmental meetings and also feedback and collaboration should be heard.

Checking Pre-Service

• A pre-service check, ensure the service and tasks are prepared.
• Includes: Setting up the dining area, review reservations, check menu availability, inspect buffet, verify requests, coordinate kitchen, test equipment, coordinate staff, and do a final walk through.

Monitoring and Supervising Work Operations

• Involves monitoring the daily actions and ensuring tasks are done efficiently and to standard.
• Clear communication, expectation setting, provide training and support, conduct regular check ins with individuals, observe performance, monitor customer service, and maintain work load and staffing.

Unit Two: Conflict Resolution

• Involves dealing with conflict, using effective communication skills, using resolution techniques, and creating documentation.
• Successful resolution includes: Recognition, Collaboration, Problem-solving, Understanding, Communication, Resolution, and Understanding.

Conflict Resolution Techniques

• Active listening, staying calm, apologizing and taking responsibility, providing solutions, seeking assistance, and following up.

Documentation

• Maintaining written materials that capture important information
• Includes; Keeping records of updates, processes, policies
• Legal documentation, licenses, training guides and performance.

Effective Communication

• Clear and concise expression, active listening, non-verbal communication, and empathy
• Using respectful, constructive feedback, clarity and confirmation, and engagement.

Unit three: Safety Risk

• Includes providing safety directions, equipment (PPE), work practices, and reporting behavior
• Also includes; assessment tools, legislation, records, and control measures

Following up safety directions

• Ensure safety measures are implemented, followed properly.
• Includes; training and education, monitor implementation, address non compliance.

Equipment (PPE)

• Personal Protective Clothing includes wearing helmets, goggles, and other clothing.
• Other includes; garments or equipment protect wearers from infection and injury.

Unsafe Work

• Take significant risks to employees and wellness with safety involving injuries or fatalities.
• Steps include; Identify and address unsafe practices, communicate expectations with the team.

Risk assessment process

• Is used to identify potential hazards and risks.
• Steps to take; Identify hazards, and implement measures.

OHS legislation

• Occupational health and safety refers to food safety in establishments.
• Important policies; Equipment safety, Training and proper procedures to prevent injuries

Unit four: Coordinating end of service procedures

• Includes; Service procedures like, storing food, requisition stock, teamwork, hygiene, communication, action plans, identifying quality and implementing control measures.

Service Procedure

• Involves steps and guidelines, with standardization to maintain.
• Standardization involves; Clearing tables, processing payments and thanking customers for gratitude and ensuring their experience has been satisfactory.

Storing Food And Beverages

• Proper procedures include: food storage, storage and cleaning and ventilation to reduce bacterial growth.

Teamwork

• Enhances future review and work.
• Enhance improvement with scheduled meeting on how to improve and maintain new goals by following up with set plans.