Wednesday, January 14, 2009

Module Title: Providing Link Between Kitchen and Service Areas

HOW TO USE THIS COMPETENCY-BASED LEARNING MATERIAL

This is a Competency Based Learning Material for the Module PROVIDING A LINK BETWEEN KITCHEN AND SERVICE AREAS.

This learning material contains activities for you to complete. It covers the knowledge, skills and attitudes required to complete the competency.

You are required to go through a series of learning activities in order to complete each of the learning outcomes of this module. In each learning outcome, Learning Elements and Reference Materials are available for your further reading to assist you in the required activities. You are expected to accomplish all the required activities and to answer the self-check after each learning element. Please note that you need to have 100% correct answers to each self-check to pass the activity. You are required to obtain answer sheets, which are available from your trainer or at the end of each learning element, to reflect answers for each self-check. If you have questions, please do not hesitate to ask your facilitator for assistance.

Recognition of Prior Learning (RPL)

You may have acquired some or most of the knowledge and skills covered in this learning material because you have:

• Actual experience on the job;
• Already completed training in this area.

BENEFITS OF RPL
- Gives credit for knowledge and experience
- Reduces duplication of learning
- Reduces costs of obtaining formal credentials
- Gives immediate feedback and determines which competencies need verification and testing
- Identifies training gaps
- Training (is individualized and results in a recognized certificate)
- Assists in professional development
- Allows for better use of time and resources
- Potentially saves on training costs

So, if you can demonstrate to your trainer that you are competent in a particular skill, you do not have to do the same training again. Or, if you feel you have the skills, talk to your trainer about having them formally recognized. You may also show your Certificates of Competence from previous training. And if your acquired skills are still updated/relevant to the module, they may become part of the evidence you can present for RPL.

A Record of achievement is also provided for your trainer to fill-in upon completion of this module.

This module was prepared to help you achieve the required competency in providing a link between kitchen and service areas, food and beverage services and room service. It will serve as a source of information for you to acquire the required knowledge and skills for Food and Beverage Services (NC II), with minimum supervision or help from your trainer. This material will aid you in acquiring the competency at your own pace, independently. To achieve the full benefit of this module:

• Talk to your trainer and agree on how you will both organize your training on this unit. Read through the Competency Based Learning Material carefully. It is divided into sections which cover all the skills and knowledge you need to successfully complete this module.

• Most probably, your trainer will also be your supervisor. He/She will be there to support and show you the correct way to do things. Ask for help if you need one.

• Your trainer will tell you about the important things you need to consider when doing the activities. It is important you listen and take notes.

• You will have plenty of opportunities to ask questions and undergo rigid practice. This will help you in achieving competency in your new skill. Ample practice will improve your speed, memory and confidence.

• Talk with more experienced colleagues and ask for guidance.

• Answer self-checks at the end of each section to test your own progress.

• When you finished each element and feel that you are ready, demonstrate the activities outlined in the learning material to your trainer.

• As your work through the activities, your trainer will be taking note of your performance. He/She will be providing feedback on your progress. Your readiness for assessment will be reflected in his/her report, if and when you have successfully completed each element.





UNIT OF COMPETENCY: PROVIDE A LINK BETWEEN KITCHEN AND SERVICE AREAS

MODULE TITLE: PROVIDING A LINK BETWEEN KITCHEN AND SERVICE AREAS


Introduction

This module contains information and learning activities in providing a link between kitchen and service areas like dining outlet, buffet function, and guestroom.

Upon completion of this module and you feel confident that you have had sufficient practice, you may request your trainer to arrange an appointment with a registered assessor for your assessment. The results of the assessment will be recorded in your Competency Achievement Record.


Summary of Learning Outcomes:

At the end of this module, the learners are expected to meet the following learning outcomes:

1. Monitor kitchen service points to ensure prompt pick-up of food items.
2. Check service wares for chip marks, spills and drips.
3. Carry plate/trays safely according to hotel’s standards.
4. Transfer foods promptly and correctly to the appropriate service points.
5. Advice colleagues promptly about items ready to be served.
6. Identify additional items required from the kitchen through monitoring of service areas and consultation with other colleagues.
7. Remove used items from service areas promptly and bring them to the cleaning area safely.
8. Dispose left-over foods and disposable items in accordance with hygiene practices and enterprise regulations.
9. Dispose recyclable items in accordance with local regulations and enterprise practices.










Assessment Criteria:



Competency in this unit must be assessed through direct observation of the following:

1. Kitchen service points are attended to and monitored to ensure prompt pick up of food items based on establishment policy.

2. Quality of food is checked in accordance with establishment standards.


3. Service ware is checked for chips, marks, spills, and drips.


4. Plates and/or trays are carried out safely.


5. Food is transferred and placed promptly at the appropriate service point in accordance with safety requirements.

6. Colleagues are advised promptly regarding readiness of items for service.


7. Customary items required from the kitchen are identified through monitoring of service areas and consultation with other service colleagues


8. Used items are promptly removed from service areas and safely transferred to the appropriate location for cleaning


9. Leftover food and disposables are disposed of in accordance with hygiene regulations











LEARNING EXPERIENCES


Learning Activities
Special Instructions



LEARNING ACTIVITY ONE
Analyze the workflow of a busboy

Refer to the information sheet pages 6 to 9 of this module.


LEARNING ACTIVITY TWO
Loading the tray


Given the necessary tools & materials, arrange them on the oval tray. Refer to the instruction sheet page 10.


LEARNING ACTIVITY THREE
Clean store tools


Given the necessary tools & materials, demonstrate how to clean and store them. Refer to the information sheet pages 12 to 17.

LEARNING ACTIVITY FOUR
Transfer foods to service areas



Given the necessary tools & materials, demonstrate how to transfer foods/tools to service points. Refer to the information sheet pages 19 to 20.


LEARNING ACTIVITY FIVE
Film showing: Provide link between kitchen & Service Area


Watch a video presentation about providing a link between kitchen and service area. Accomplish the sheet provided.


LEARNING ACTIVITY SIX
DEMONSTRATE: Provide link between kitchen & Service Area
Every procedure must be checked against the competency standards.








LEARNING OUTCOME NUMBER ONE
Monitor Kitchen Service Points to Ensure Prompt Pick-up of Food Items


INFORMATION SHEET



A bus person or busboy is a person in-charge in transferring food from the preparation area to the service areas. He also in-charge of clearing soiled dishes and washing them. A well-trained bus person is necessary to provide effective and efficient service to customers.


LOADING TRAYS

Load food trays with the heaviest entrée nearest to your body so that you can use your body in balancing the tray. Plates that will be brought to the service area should never be stacked; if needed use two trays.

In arranging foods on the tray, larger and heavier dinner plates and dishes are to be placed in the center, the lighter towards the edges. Cups should not be placed on the saucers. Hot dishes should not touch the cold dishes.




POINTSTO REMEMBER

1. Before leaving the kitchen, check to see that all foods and necessary serving tools for the course are on the tray.
2. Ensure that the tray is clean.
3. Load heavier items in the center of the tray.
4. When stacking dishes with covers, don’t stack more than four high. Don’t overload the tray.
5. In carrying a large tray, place it on a tray stand. Bend the knees and pull the tray gently towards the shoulder.


SELF CHECK

Answer the following questions. Check you answers using the key on the next page.


1. A person whose task is to transfer food from the kitchen going to the service areas.

A. waiter
B. busboy
C. host/hostess
D. supervisor

2. What is the proper way of lifting the tray?

A. bend the body
B. bend the knees
C. pull towards the shoulder
D. ask assistance from colleagues

3. How are you going to load the tray?

A. Place heavy load near the shoulder of the waiter who will carry the tray
B. Place heavy load in the middle of the tray
C. Place heavy load at the outermost part of the tray
D. Place the heavy load towards the edge of the tray

4. How many piles of plates with cover are allowed to carry in a tray?

A. one
B. two
C. three
D. four

5. What will you do to the cups and saucers before transferring it to the dishwashing area?

A. remove the from the saucers
B. allow the cups over the saucers
C. bring them separately
D. place the cups upside down over the saucers

NOTE: DO NOT TURN TO NEXT PAGE UNLESS YOU ARE TOLD TO DO SO





ANSWER KEY



1. B


2. B


3. B


4. D


5. A























ACTIVITY ONE: Using an arrow, show how a busboy will transfer the tray from the kitchen to the service stations









































.


ACTIVITY TWO:


Given the following tools and equipment:

1 oval tray
1 tray stand
6 dinner plates (should be fitted with the plate cover)
6 plate covers



TASKS: DEMONSTRATE THESE TO YOUR TRAINER

1. Properly arrange three plates on the oval tray

2. Place plate cover

3. Place the remaining three plates over the plate cover

4. Place plate cover again

5. Lift the tray without clattering of the plates

Procedures in lifting the tray

a. bend the knees

b. pull the tray towards your shoulder

c. balance on your palm and shoulder

d. keep you body straight, then stand up and pick up the tray stand


_______ COMPETENT __________ Date

_______ NOT COMPETENT __________ Trainee





LEARNING OUTCOME NUMBER TWO
Familiarize & check Service wares for Chip marks


INFORMATION SHEET
Cleaning and storage
Crockery

Cleaning
1. Most chinaware is washed in the dishwashing machine.
2. Care must be taken with expensive or larger items which may need washing by hand.
3. All chinaware must be rinsed at 77 degrees Celsius either in the washing machine or by hand.

Storage
1. Crockery is stored on shelving in the kitchen.
2. Excess crockery is placed in storage ready for use when needed.
3. Cups and saucers are usually placed on top of the espresso machine;
4. Some side plates are kept in the sideboard ready for service.
5. Do not use any crockery that is cracked or chipped.







CUTLERY

Dinner knives
Dinner forks
Salad knives
Salad forks
Fish knives
Fish forks
Soup spoons
Dessert spoons

















a. b. c. d. e. f. g. h. i. j.

a. teas spoon
b. soupspoon
c. bread and butter knife
d. salad fork
e. salad knife






Cleaning

1. Glasses are washed separately using a non-oil based detergent.

2. Rinse at 77° Celsius and polish all glasses except beer glasses. Hand wash crystal glasses and do not polish the glass by holding the stem.

3. Glassware that needs to be polished should be handled properly. Get a clean cloth, place on the left hand, hold the stem on your left hand then polish the glass with your right hand in circular motion (this will be demonstrated by your trainer).

Storage
Store inverted on plastic racks or shelves usually in the bar or dispense bar.

The term dishwashing refers to cleaning eating and cooking utensils, in addition to dishes.
Dishwashing requires an implement for the washer to use, unless done using an automated dishwasher. Commonly used implements include:
1. sponges,
2. scourers,
3. cloths,
4. brushes or even steel wool when tackling particularly intransigent stuck-on food particles.
5. Dishwashing detergent (aka "washing up liquid") is also generally used. But in principle all that is required is water.
6. Rubber gloves may be worn when washing dishes in hot water.
There are two basic guiding principles. Principle one is "Clean Before Dirty" (CBD), and Principle two is "Small Before Large" (SBL).
• CBD means you wash the cleanest -- e.g. the least dirty dishes -- before the dirtiest ones. For example: always do the glassware first while the water is clean. That way you will not get greasy smears on the glasses.
• SBL is aimed at making stacking easier. Place all the small items underneath and the large items stacked on top. Place everything upside down to aid draining.
Use water that is as hot as you can stand; it makes cleaning easier and draining quicker.
Dishes with baked-on stains should be pre-soaked if possible.

Sanitizing
An automated dishwasher
These are some steps to sanitize dishes.
1. Scrape & rinse to remove visible food particles.
2. Soak items briefly in soapy warm water, scrub, sponge.
3. Rinse in clean water to remove soap.
4. Rinse in dilute bleach solution (50-100 parts per million chlorine; about 2ml of 5% bleach per litre of water, approximately one capful bleach per gallon water).
5. Allow to air dry.
Most institutions have a dishwashing machine which sanitizes dishes by a final rinse in either very hot water or a chemical sanitizing solution (e.g. bleach solution). Dishes are placed on large trays and fed onto rollers through the machine.
While not environmentally friendly, the use of bleach is critical to sanitation when large groups are involved: it evaporates completely, is cheap and kills most germs. Cabinets, refrigerators, countertops and anything else touched by people in a large group setting should be periodically wiped or sprayed with a dilute bleach solution after being washed with soapy water and rinsed in clean water.
Soap and water gets it clean, bleach solution sanitizes it.





Dishwashing liquid is a detergent used to assist in dishwashing. It is also known as dishwashing soap or dish soap, and washing-up liquid in the UK. It is usually a highly-foaming mixture of surfactants with low skin irritation, and is primarily used for hand washing of glasses, plates, cutlery and cooking utensils in a sink or bowl.


Dishwashing Liquid:
1. In Britain, popular brands include Fairy Liquid (made by Procter & Gamble, invented in the 1950s on the basis of lanolin-friendly detergents).

2. In the United States, popular brands include Palmolive[1], made by the Colgate-Palmolive Company, and Dawn[2], Joy[3], and Ivory[4], all made by Procter & Gamble.
Most people rinse the soap off the dishes after washing them, although some leave the soap to dry on the dishes.
A dilute combination of dishwashing liquid with water is often used when blowing soap bubbles.



















SELF-CHECK


Answer the following questions. Check you answers using the key on the next page.

1. What is the proper temperature in washing glasses?
a. 77° Celsius
b. 78° Celsius
c. 79° Celsius
d. 80° Celsius

2. What is the size of show plate in inches?
a. 10”
b. 11”
c. 12”
d. 13”

3. Where should you place the glasses after washing them?
a. cabinet
b. box
c. glass rack
d. bar counter


4. What is the measurement of dinner plate in inches?
A. 12”
B. 11”
C. 10”
D. 9”

5. What is the measurement of fish plate inches?
A. 8
B. 8.5
C. 9
D. 19





NOTE: DO NOT TURN TO NEXT PAGE UNLESS YOU ARE TOLD TO DO SO


ANSWER KEY

1. A
2. C
3. C
4. C
5. A


ACTIVITY THREE


CLEAN & STORE TOOLS
Apply the techniques taught by your trainer in cleaning and storing table appointment.



TASKS COMPETENT NOT COMPETENT



1. Cleaning and storing glassware


2. Cleaning and storing chinaware


3. Cleaning and storing flatware




Rating: ________________________________

Date: _________________________________

Trainee’s Signature: _____________________







LEARNING OUTCOMES NUMBER THREE & FOUR
Carry plates/trays safely according to the hotel’s standards / Transfer foods promptly and correctly to the appropriate service points.

INFORMATION SHEET

This part will discuss the roles of the "food runner" in food and beverage operations.
Transfer the tray from food preparation area to the food service areas.

STEP ONE: Follow the steps in lifting the tray (refer to the previous topics).

STEP TWO: Carry the tray on your left hand. The right hand will be used to open door & keep the tray safe by blocking unexpected disturbance.

STEP THREE: Maintain the proper posture. The body should be straight while carrying the tray to avoid imbalance.

STEP FOUR: Walk towards the EXIT door (be sure to exit at the right door to avoid crossing with other food service personnel).

STEP FIVE: Place the tray to the service station.
Examples of service areas:
• Waiting stations





• Buffet areas


• Kitchen service area




• Room service collection







ACTIVITY FOUR


Carry plates/trays safely according to the hotel’s standards / Transfer foods promptly and correctly to the appropriate service points.
.


TASKS COMPETENT NOT COMPETENT



1. Transfer plates/tray to service station


2. Transfer plates/food pan to buffet station









Date: _______________________________

Rating: ______________________________

Trainee’s Signature: ____________________














LEARNING OUTCOME NUMBERS FIVE AND SIX
- Advice colleagues promptly about items ready to be served.
- Identify additional items required from the kitchen through monitoring of service areas and consultation with other colleagues.


INFORMATION SHEET


Below is the job description of the bus person. These are the tasks that the bus person must accomplish as primary duties.


JOB DESCRIPTION


JOB TITLE : Busboy
PLACE OF WORK : IS Cafe
GENERAL DUTIES : Mise-en-place of service stands and pantry service stands and tables.

HOURS OF WORK : According to the schedule of duty.
RESPONSIBLE TO : Captain/ Hostess and Waiter/ Waitress
RESPONSIBLE FOR : Not Applicable
MAIN DUTIES : - Mise-en-place of service stands and
trolleys.
- Preparation of condiments.
- Cleaning of silverwares and glassware.
- Refilling and cleaning of salt and pepper shakers.
- Arrange mise-en-place of tables.
- Assisting the waiter in service.
- Picking up food from the kitchen.
- Opening and closing duties as per instructions.
- Constantly changing of ashtray.
- Any other duties assigned by the Manager.


There are tasks that are not explicitly enumerated above which are parts of the bus person’s daily tasks. This is how a bus person communicates to his colleagues with regards to the operation.

The video that will be shown by your trainer will help you understand the whole process.



ACTIVITY FIVE
Film Showing: Providing a Link Between Kitchen and Service Areas


Write your observation on the video shown by your trainer pertaining to providing link between kitchen and service areas.

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
________________________________________________________________________________________________________________________________________________________________________________________________
________________________________________________________________________________________________________________________________________________________________________________________________

________________________________________________________________________________________________________________________________________________________________________________________________

________________________________________________________________________________________________________________________________________________________________________________________________






LEARNING OUTCOMES NUMBER SEVEN AND EIGHT
A. Remove used items from service areas promptly and brings them to the cleaning area safely.
B. Dispose leftover foods and disposable items in accordance with hygiene practices.

INFORMATION SHEET

The food service attendant clears the soiled dishes and places them on the tray near the service station.

From the service station or waiter’s station, the bus person will bring them to the dishwashing areas.
Proper bussing out of soiled dishes / items and transferring of then from service areas to the dishwashing area
STEPS IN BUSSING OUT DISHES
STEP ONE: The busboy will help the food service attendant to clear the soiled dishes from the table.
PROCEDURES:
1. Remove the silverware first and put them all together on one side of the tray.
2. Remove all the glassware and place them on the other side of the tray.
3. Remove all the large plates, then the smaller ones and place them in the center of the tray.
4. Next remove the cups and saucers; place them on the side of the tray.
5. Cups should be stacked such the handles are opposite direction.
6. Try to avoid overloading the tray to prevent unnecessary accidents or breakages.
7. Remember not to file heavy and big pieces on top of smaller ones.
8. Soiled linen should be removed separately on a cart specially for linen.
STEP TWO: Place them on the tray located at the service station or near to the table being cleared.
STEP THREE: After loading soiled dishes, lift the tray and bring them to the dishwashing area.
Follow these steps:

1. Check if the soiled items are properly placed on the tray.
2. Tray should be held up by placing the center of the palm near the center of the heavy tray.
3. Do not bend the back. Bend only the knees.
4. Carry the tray on the shoulder height, and walk smartly with your head up.
5. Lift the tray (see the procedure in lifting the tray)
6. Bring the tray to the dishwashing area.
7. Be careful when putting down the loaded tray of soiled dishes to avoid breakages.
8. Unload the tray
9. Place the tools properly. In stacking plates, follow the decoy system.
10. Dispose left over foods.
11. Keep other materials that could be recycled.


ACTIVITY SIX
Actual Demonstration: Provide a Link Between Kitchen and Service Areas

Note: Actual Demonstration of tasks in the following Service Areas:


a. buffet area (using chafing dishes) C NC

- prepare mise-en-place

- transfer food from kitchen to buffet area

- refill food

- clean buffet area

b. dinning area (using the oval tray)

- prepare mise-en-place in the service station

- transfer food to the service station

- assist waiter in serving foods

- clear table

- transfer soiled dishes to dishwashing area




TRAINER’S CHECK




PERFORMANCE STANDARDS COMPETENT NOT COMPETENT

1. Maintained food cleanliness

2. Followed establishment’s procedures in handling and carrying food
3 Followed legislative rules & regulation






















NOTE: FOR TRAINER’S USE ONLY



PROVIDING A LINK BETWEEN KITCHEN AND SERVICE AREAS
ASSESSMENT SUMMARY


Activity No. Rating % REMARKS

Satisfactory Not Satisfactory
Activity 1
Activity 2
Activity 3
Activity 4
Activity 5
Activity 6

Skill Test (70%)

Knowledge Test (30%)
Learner’s Current Competency

FINAL ASSESSMENT
COMPETENT

NOT COMPETENT




Date Checked: ___________________ Date Recorded: _________________

Trainee’s Name & Signature: ______________________________________

Trainer’s Name & Signature: _______________________________________



DEFINITION OF TERMS


1. BUSBOY - refers to the dining room helper and runner, title given to a Food and Beverage Service Attendant, National Certificate I

2. BUSSED OUT - taking out soiled plates/dishes from the dining area to dishwashing area

3. CAPTAIN FOOD AND BEVERAGE SERVICE ATTENDANT - refers to the supervisor of The Food and Beverage Service Attendant, also refers to Food and Beverage Service Attendant, National Certificate Level I.

4. COMMIS - refers to the category according to the extent of difficulty and complexity of skills and knowledge required for the job.


5. DISH OUT - food taken from the kitchen to the dining area

6. FLAMBE’ - flamed with spirit or liqueur

7. FOOD AND BEVERAGE SERVICE ATTENDANT - refers to the workers assigned in the service of food and beverage to the guests, also known as waiter.

8. GARNISH - an ingredient which decorates, accompanies or completes a dish. Many dishes are identified by the name of their garnishes

9. HIGHBALL DRINK - is a tall drink consisting of a shot of specified spirit with mixers such as sodas, water, etc. serve with cube ice in a highball glass


10. MENU - a list in specific order of the dishes to be served at a given meal

11. MISE EN PLACE - French term for having all ingredients in ready to use Preparation before service

12. PRE-DINNER - short mixed drinks that are basically dry in taste and are usually served before a meal to wet the appetite

13. TABLEWARE - is a term recognized as embracing all items of flatware, cutlery, hollowware

14. FLATWARE - it denotes all forms of spoons and forks

15. CUTLERY – refers to knives and other cutting implements

16. HOLLOWWARE – consists of any item made from silver e.g. teapots, milk jugs, sugar, basins, oval flats

17. SILVERWARE - tableware made of solid silver, silver gilt or silver metal. Silver plate made from single strip of plated metal

28. TABLE NAPKIN - an individual piece of linen which is used to protect the clothing or wipe the mouth during a meal.


Other Terms Used :

A. Captain Waiter – Chef de Etage

B. Chef – a person who prepares food as an occupation in restaurant, private house, hotel

C. Dining Room Attendant – Commis de Rang (busboy)

D. Director of Service – Chef de Service

E. Head Waiter – Chef de Salle

F. Waiter – Chef de Rang/Demi Chef de Rang

G. Wine Steward – Chef de Vin/Chef Sommelier























ACKNOWLEDGEMENTS



CONTRIBUTING INDUSTRY PROCEDURES AND OTHER MATERIALS


Barrio Fiesta, Ms. Anabel Talam, Manager – SM City Bacoor, Philippines
Cabalen Restaurant, Mr. Jr. Ticman, – Glorieta Makati, Philippines
Matabungkay Beach Resort and Hotel, Mr. Westin & Mr. Tobler – Philippines
Max’s Restaurant - Philippines
Warren Golf and Country Club, Mr. Robert Tan, F&B Manager– Choa CHu Kang Way, Singapore


Photographic locations

IS Café – ISHRM School System, Bacoor, Cavite, Philippines




OTHER REFERENCES


CBLM, F&B Services NCII 2006 - Mr. Orlando M. De Villa, TQ1/AQ1
Food and Drink Service, Roy Hayter
Mary Lian’s Manual for Hotel Catering – Singapore
TESDA Training Regulations

5 comments:

  1. . : dis module helps a lot to as esp. to us HRM student.. salute 2 da 1 hu made it.. :)

    ReplyDelete
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    http://fbsreviewer.blogspot.com/

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  3. Free reviewer on Food and Beverages Services NC II assessment

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  4. it helps me for my TM1 training.... Thank u... Hope to see more module for other LOs for Food and Beverage Servicing NCII.. God bless

    ReplyDelete