level 2 hospitality and catering principles (f & b pathway)
DESCRIPTION
Yesterday we found out… how to prepare service areas and equipment for table service how to prepare customer and dining areas for table service how to greet customers and take orders how to serve customers in a dining area how to clear dining areas after table service.TRANSCRIPT
Level 2 Hospitality and Catering Principles (F & B
Pathway)
Day 5: Unit 9 Service of Alcoholic and Non-alcoholic Drinks
Yesterday we found out
how to prepare service areas and equipment for table service how to
prepare customer and dining areas for table service how to greet
customers and take orders how to serve customers in a dining area
how to clear dining areas after table service. Today we will find
out about a range of different drinks and the correct glasses to
serve them in how to serve alcoholic and non-alcoholic drinks about
the appropriate legislation that relates to the serving of
alcoholic drinks how to identify when a customer should not be
served with alcohol how to deal with violent and disorderly
customers. We will also do practice test 12 (unit 9) do test 12
(unit 9)
name a new skill or knowledge learnt today talk about what we have
learnt so far fill in your Learner Session Record. Types of drinks
beer/lager/ale aperitifs/digestifs spirits liqueurs Types of drinks
cocktails minerals wine cider/perry Aperitifs and digestifs
champagne Aperitifs are offered before a meal to sharpen the
appetite. Digestifs are offered after a meal to help with
digestion. Spirits Spirits have a high alcohol content.
Serve neat or with a mixer. Legal measure is 25ml or 35ml. Use an
optic to measure to serve spirits. Liqueurs A sweetened drink made
from flavoured distilled spirit
Flavours such as: cream fruits herbs spices flowers nuts Liqueurs
have a high alcohol content baileys Beer, lager and ale lager Beer
is the fermentation of malted grain, water, hops and brewers yeast.
Lager is beer that is fermented slowly. Ale is beer that is
fermented quickly. Add 25ml of lime to lager to make a lager and
lime. Cider and Perry Cider is the natural fermentation of apple
juice.
Perry is the natural fermentation of pear juice. cider/perry Wine
There are many forms of wine. The most popular are red, white, ros.
Wine can be still or sparkling. Measures for wine sold by the glass
are 125ml, 175ml and 250ml. Minerals Still and sparkling water,
fruit juices, squashes, fizzy drinks and cordials are all classed
as minerals. Often served on ice with a slice of citrus. Cocktails
A cocktail is classed as a mixed drink.
This means the ingredients are not governed by The Weights and
Measures Act. Often served with an accompaniment such as: ice,
slice of citrus, olives, cherries, decorations, straw. How to serve
bottled drinks
Remove screw top by hand Remove bottle cap with bottle opener
Select the correct glass (mineral, lager, cider etc.) If suitable
offer ice and a slice Pour with the glass at an angle Image -
"Kronenkorken 01 KMJ" by KMJ How to serve draught beer and
lager
Use a clean glass Pour the beer down the side of the glass and
straighten the glass to give the beer a head If the beer is below
95% of the glass when the head has collapsed, top it up How to
serve measured drinks
"Optic Pearl" by Source champagne flute pint/half pint slim jim red
wine (large bowl) white wine (small bowl) sherry tumbler
Temperatures Drink Storage Serving Beers and lagers
Cellar 10oC to 12oC Chilled 6oC to 8oC Ales Room temperature 8oC to
18oC Scotch and stouts (Guinness etc.) White wine and sparkling
wine Chilled 6oC to 8oC (ice bucket, coolers). Spirits, vermouth,
liqueurs (vodka etc.) non-alcoholic drinks. Red wine Room
temperature or a little below 8oC to 18oC Before serving drinks,
ask yourself:
Which glass should I use? What temperature should the glass and
drink be? What is the correct pouring technique? What is the
correct measure? Does the drink need any accompaniments? How to
make a floater coffee
Demonstration How to serve wine at a table
Preparation Serving red wine at a table Serving a decanted wine at
a table Thanks to the Wine and Spirit Education Trust. Taking
customer orders
Be welcoming Serve customers in a first come first served basis
When taking a multiple drinks order: serve drinks that do not have
a head first serve bottled beer, draught products and anything that
may lose its fizz last. Serving drinks at a bar Drinks are ordered,
served and paid for at the bar Create a friendly atmosphere Serving
drinks at a table
Order taken at the table Drinks prepared by bar staff at the bar
Placed on a tray and served at the table by the waiter Serve ladies
first, then men and finally the host Pour any mixers into the drink
at the table Be accurate! Listen to your customers order: Give the
correct price.
How many drinks? What type of drinks? Any special requirements? If
its a large order, write it down. Give the correct price. Mental
arithmetic or calculator? Serve the correct measure. Know the
drinks you are serving. Names of the drinks. Alcohol content.
Flavour, taste and origin. What would you do? A customer who has
mobility difficulties enters your restaurant. If necessary, advise
them where the accessibility ramp is If necessary, remove move
furniture Provide a table service A customer who has a visual
impairment enters your bar. Provide a large print or Braille menu
What would you do? A customer who has a hearing impairment is next
to be served at your bar. Let them know if you have a loop system
Speak clearly but dont shout! Think about your body language If
necessary, write information down A customer requests that you stay
open after your business usual opening hours. Politely refuse, its
illegal How to deal with complaints
Apologise Apologise to the customer that they feel they have a
reason to complain Thank the customer for letting you know Listen
and enquire Listen to the customer. Repeat the main points back to
the customer Speak to anyone else involved Resolve Apologise if the
customer is not at fault. Inform your supervisor Follow
organisational procedures to find a solution Report Let the
customer know what is happening Let your supervisor know the
outcome Dealing with complaints
Dont: interrupt customers take complaints personally argue lie
blame others. How would you respond to a person under the influence
of drugs or selling them? Actions to take Keep calm: Know your
authority: Refuse to serve them
tone of voice body language Know your authority: contact your line
manager contact security Refuse to serve them If necessary, call
the police Legislations that relate to serving alcohol
Health and Safety at Work Act 1974 Licensing Act 2003 Consumer
Rights Act 2015 Trades Descriptions Act 2010 Weights and Measures
Act 1985 Licensing Act 2003 The objective of the Act is to:
prevent crime and disorder keep the public safe prevent public
nuisance protect children from harm. This Act states that to sell
alcohol, you must have a license. This Act is enforced through a
premises licence and a personal license. Consumer Rights Act 2015
and Trade Descriptions Act 2010
Both Acts prevent untrue claims about goods. Under these Acts the
Passing off of goods is illegal. Consumer Rights Act 2015 ensures
all goods are: satisfactory quality fit for purpose as described.
Trade Descriptions Act 2010 ensures the description given about
goods is not misleading. The description of a drink should include:
name, type, content, price and alcohol strength. Weights and
Measures Act 1985
Drink Legal measure Spirits including: gin, whisky, vodka and rum
25ml or 35ml Aperitifs and fortified wines 50ml Wine by the glass
125ml, 175ml, 250ml or multiples of Wine by the carafe 25cl, 50cl
or 1 litre Draught beer and cider 1/3 pint, pint or multiples of
pint. It should not be less than 95% of the glass once the head has
collapsed Over 18s only It is illegal to sell alcohol to an
individual who is:
under 18 buying alcohol for a person under 18. However, it can be
consumed by: an individual aged 16 or 17 if accompanied by a parent
and/or legal guardian, if the alcohol is to be consumed on site and
with a meal. Age restrictions 19 14 16 20 15 What counts as a valid
proof of age? Examples of valid proof of age are
Citizencard (official UK proof of age card) Passport Driving
Licence Can you think of any reasons to refuse to sell alcohol?
Reasons to refuse sale It is out of legal opening hours
The customers is: under 18 drunk, violent, quarrelsome or
disorderly an associate of a drunk person, if the purchase is
intended to be consumed by the drunk person under the influence of
drugs a policeman in uniform a known prostitute previously barred
Today we have found out
about a range of different drinks and the correct glasses to serve
them in how to serve alcoholic and non-alcoholic drinks about the
appropriate legislation that relates to the serving of alcoholic
drinks how to identify when a customer should not be served with
alcohol how to deal with violent and disorderly customers.