uhc76m hot drinks and barista - vtct · uhc76m hot drinks and barista ... grading descriptors for...

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1 UHC76M Hot drinks and Barista Unit reference number: J/615/0916 Level: 2 Guided Learning (GL) hours: 50 Overview The aim of this unit is to develop the learnersknowledge, understanding and practical skills in preparing and serving hot drinks and Barista. Learners will investigate different types of hot drinks and the equipment required to prepare hot drinks, they will also understand barista skills so they have an understanding of the range available. Learners will develop their practical skills and focus on the production of and service of hot drinks. Learners will review their own performance and know how to correct errors and improve the service. Learning outcomes On completion of this unit, learners will: LO1 Know about the equipment for hot drinks and Barista LO2 Know about the characteristics and ranges of hot drinks and Barista LO3 Know how to prepare and serve hot drinks and Barista LO4 Know how to take payments LO5 Be able to prepare and serve hot drinks and Barista Version 6

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Page 1: UHC76M Hot drinks and Barista - VTCT · UHC76M Hot drinks and Barista ... Grading descriptors for the synoptic ... Food safety and health and safety should be adhered to at all times

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UHC76M Hot drinks and Barista

Unit reference number: J/615/0916

Level: 2

Guided Learning (GL) hours: 50

Overview

The aim of this unit is to develop the learners’ knowledge, understanding and practical skills in preparing and serving hot drinks and Barista. Learners will investigate different types of hot drinks and the equipment required to prepare hot drinks, they will also understand barista skills so they have an understanding of the range available. Learners will develop their practical skills and focus on the production of and service of hot drinks. Learners will review their own performance and know how to correct errors and improve the service.

Learning outcomes

On completion of this unit, learners will: LO1 Know about the equipment for hot drinks and Barista

LO2 Know about the characteristics and ranges of hot drinks and Barista

LO3 Know how to prepare and serve hot drinks and Barista

LO4 Know how to take payments

LO5 Be able to prepare and serve hot drinks and Barista

Version 6

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Assessment requirements

Learners must complete all four assessment requirements related to this unit:

1. Portfolio 2. Graded practical assessment 3. External examination 4. Graded synoptic assessment

1. Portfolio

Learners must produce a portfolio. At a minimum the portfolio must include evidence that the learners have:

Checked and cleaned a minimum of 4 pieces of equipment - Grinder

- Espresso machine

- Filter machine

- Water boiler

- Milk Steamer wand

- Knockout box

- Tea pots

- Jugs and dishes

Checked and cleaned a minimum of 4 pieces of equipment after use - Grinder

- Espresso machine

- Filter machine

- Water boiler

- Milk steamer wand

- Knockout box

- Tea pots

- Jugs and dishes

Prepared and served a minimum of 6 types of hot drinks and Barista - Tea

- Hot chocolate

- Espresso

- Cappuccino

- Latte

- Americano

- Mocha

- Filter

- Instant

- Cafetière

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Used a minimum of 2 accompaniments when making hot drinks and Barista - Milk

- Sugar

- Biscuits

- Lemon

- Cream

- Cinnamon stick

- Marshmallows

Taken a minimum of 1 type of payment - Cash

- Credit and debit card

- Contactless payment

- Payment apps The portfolio must be completed prior to learners undertaking the graded practical skills test. Whilst the portfolio will not be graded, they may be sampled by the VTCT External Quality Assurer (EQA). Evidence from the graded practical assessment must also be presented in the portfolio.

2. Graded practical assessment

Learners must carry out a complete practical assessment which will be observed, marked and graded by centre assessors. The grade achieved in the graded practical assessment will be the grade awarded for the unit. The graded practical assessment must take place in a real or realistic working environment. At a minimum the graded practical assessment for this unit must cover:

Prepare the hot drinks and Barista service area before and at the close of a service session

Prepare and service hot drinks and Barista during a service session

Recorded professional discussion can also be used as an assessment method attached to the graded practical assessment and is particularly useful for gathering evidence for criteria related to evaluation and reflection. Professional discussions should be planned and recorded.

3. External examination

Whilst the theory content of LO1, LO2, LO3 and LO4 may be naturally assessed in the graded practical assessment, they will be tested by an external examination towards the end of the period of learning. External examinations will test knowledge and understanding from across the whole vocational area (mandatory units). Learners should use the unit content section of this unit to aid revision since exam questions will test the full breadth of this section. External examinations will be set and marked by VTCT and will contribute to the overall qualification grade.

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4. Graded synoptic assessment

In the last term or final third of their qualification, learners will be required to undertake a graded synoptic assessment. This will require learners to carry out a range of practical skills from across the whole vocational area (all mandatory units) Assessment coverage will vary year on year, although all services will be covered over time. VTCT will set a brief for centres which will detail the food and beverage service situation to be used in the graded synoptic assessment. Grading descriptors for the synoptic assessment will also be provided by VTCT. The graded synoptic assessment will be marked and graded by centre staff and externally verified by VTCT. The graded synoptic assessment will contribute to the overall qualification grade.

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Unit content

LO1 Know about the equipment for hot drinks and Barista

Learners must know the range of equipment for hot drinks and barista:

Espresso machines

Grinder – to make ground coffee from coffee beans

Tamper – used to compress coffee grounds to make espresso coffee

Cafetière – a coffee pot with a plunger made of mesh that is used to push the coffee grounds to the bottom of the pot after hot water has been added

Filter machines – hot water is dripped onto ground coffee held in a filter. The coffee is brewed and drips into the pot

Water boiler – counter top auto fill water boiler that is used for access to consistent hot water

Milk steamer – used to heat milk to between 65°C – 70°C (149/158°F) to use with coffee and chocolate drinks

Knockout box – used to collect used coffee grounds so they can be disposed of correctly

Gas charged whipped cream dispensers – used to create whipped cream to use on top drinks

Thermometers – used to ensure milk reaches the required temperature when making drinks

Learners must know the drinking vessels and ancillaries:

Cups and saucers

Mugs

Appropriate glasses – latte glass

Takeaway containers – cups with lids

Spoons

Jugs – with milk

Stirrers

Tea pots

Coffee pots Learners must know the checks to be made before use:

Grinder has fresh beans ready to be ground

Espresso machine is heated for service

Filter machine has papers and has been filled with water

Water boiler is heated

Milk steamer wand is clean

Tea pots are clean and not chipped or damaged

Crockery is available and clean

Glasses are clean and accessible

Work area and customer area is clean and presentable

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Learners must know the checks to be made after service:

Remove coffee beans from grinder and put into knockout box

Backflush and switch off espresso machine

Remove and clean coffee filter and dispose of in line with organisational guidelines

Wipe down milk steamer

Empty knockout box

Thorough cleaning of work areas and customer area

Empty bins in line with organisational guidelines

Ensure work area and customer area is clean and presentable

All equipment and tools in correct storage areas Learners must know the brewing process relevant to equipment:

Espresso machine and grinder will be used for espresso, Americano, latte, cappuccino and mocha

Milk steamer for latte, cappuccino and mocha

Water boiler for filter coffee, chocolate, tea and herbal teas

Learners must know the common faults with equipment:

Electrical faults with equipment – e.g. machines not turning on

Machinery not working correctly

Water supply not working

Blocked drainage caused by the build-up of waste

Espresso machine needs calibration

Liquid leaking from machine

Learners must know how to rectify common faults with equipment:

Recalibration of machinery

Inform supervisor

Call maintenance to repair faults

Learners must know how to deal with waste and rubbish:

Bins with a lid to be present in the working area to contain waste and control smell

Emptying of bins regularly – throughout and after service to prevent overflow of waste and unpleasant smells

Crush plastic bottles and cans – to reduce volume, take up less space and be more easily disposed of

Recycle – when appropriate and as much as possible Learners must know the importance of leaving areas clean, tidy and safe:

Comply with current legislation for health, safety and hygiene

Ensure customer satisfaction as customers expect to see a clean, tidy and safe work space to reflect organisation’s image and reputation

Professional practice, so colleagues on the next shift have a clean working space; professional pride in keeping space clean and clear

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LO2 Know about the characteristics and ranges of hot drinks and Barista

Learners must know the products and ingredients used to produce hot drinks and Barista:

Coffee – e.g. instant, decaffeinated, beans, ground, syrup

Tea – e.g. leaf tea, teabags, instant tea, iced

Chocolate – e.g. instant, syrup, solid

Milk – e.g. different fat content and type, e.g. semi skimmed and full fat, soya milk and other non-dairy milk

Cream – can be whipped, double, single

Syrups – flavoured syrups e.g. vanilla, caramel, hazelnut

Toppings – e.g. flavoured sugars, chocolate sprinkles, cocoa powder, marshmallows, cream

Learners must know the processing methods for ingredients:

Coffee bean – wet processing, dry processing, roasting and blending

Cocoa – fermented, dried, roasted, blended, ground

Tea – dried, bruised and fermented, e.g. black tea, green tea Learners must know the characteristics of hot drinks and Barista:

Coffees - Espresso – small cup of strong flavoured coffee

- Cappuccino – strong with hot, foamy milk

- Americano – strong coffee with water added

- Mocha coffee – flavoured with chocolate

- Latte – strong coffee with steamed hot milk

Teas - English breakfast tea – strong black tea

- Earl Grey – black tea with a flavoured with bergamot

- Darjeeling – a black tea that has a slightly astringent flavour and a floral aroma

- Lapsang Souchong – green, smoky flavour

- Green tea is unfermented camomile, peppermint, apple and elderflower, mixed berries

- Herbal and fruit teas, e.g. rooibos, camomile, peppermint, apple and elderflower, mixed berries

Chocolate - Sweet is made from drinking chocolate

- Bitter is made from melted chocolate or cocoa powder

- Milky and smooth – make sure powder fully blended with hot milk to prevent lumps

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Learners must know the accompaniments for hot drinks and Barista:

Biscuits – are often served on the side as an accompaniment to a hot drink and served free of charge to the customer, they are an added extra to maintain customer satisfaction

Chocolate powder – can be put on the top of a cappuccino or hot chocolate

Sugar – can be brown or white, traditionally brown sugar is served with coffee and white sugar served with tea

Cream – can be served with coffee to make the beverage more luxurious, it can also be whipped and served on the top of a hot chocolate

Milk – is served hot with coffee for example lattes or cappuccinos or cold with tea and Americanos. Alternatives to cow’s milk is often available – e.g. soya milk, rice milk or goats milk

Marshmallows – are often served on the top or on the side of a hot chocolate

Cinnamon – is sprinkled on the top of drinks as required by the customer traditionally on a speciality coffee or hot chocolate

Flavoured sugars/syrups – are used in coffee or hot chocolate to enhance the flavour of the drink

Lemon – traditionally served with tea as an alternative to milk Learners must know about handling and storing products and ingredients correctly and safely:

Food safety and health and safety should be adhered to at all times when handling ingredients and items, this will maintain customer satisfaction, reduce complaints and improve business reputation

Stock rotation

- First in, first out and use-by and best before dates should be adhered to, to ensure quality of beverages produced

Dry ingredients should be stored in a cool dry place and in airtight containers to maintain their quality

Ingredients – milk and cream should be refrigerated at the correct temperature, in sealed container with use by dates

Secure all ingredients from pests by ensuring all areas are clean and all items stored correctly

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LO3 Know how to prepare and serve hot drinks and Barista

Learners must know how to prepare a range of hot drinks and Barista:

Beverages including espresso, cappuccino, latte, mocha, teas, chocolates

Operate equipment correctly, complying with health and safety

Check beverages meets quality standards – the correct temperature and appearance e.g. crema on espresso and foam on cappuccino

Correct any issues with beverages as necessary – if tea is too weak or too strong, extra tea can be provided or water can be added

Learners must know how to serve a range of hot drinks and Barista with accompaniments

Table and counter service

Taking orders and serving customers in the correct order

Keeping up with orders

Using correct size cups and mugs

Complying with health and safety

Serving the correct accompaniment Learners must know customer service techniques:

Appropriate and positive verbal and non-verbal communication – appearance, body

language, eye contact, facial expressions, language used, voice tone and volume, pace

of speech

Giving advice on drinks and ingredients

Keeping area clean and tidy and work in a safe and hygienic manner

Dealing quickly and efficiently with any problems or complaints

Learners must know about correcting problems with hot drinks and Barista:

Coffee not hot enough – calibrate temperature, ensure the cups are warmed

Coffee too weak – calibrate grinder, selecting cup size on machine, add more coffee to the cafetière

Coffee has poor crema – calibrate temperature of machine

Poor milk texture – foaming milk to correct temperature, banging out air bubbles

Chocolate not hot enough – calibrate temperature of machine, heat milk to correct temperature, too weak – add more chocolate

Tea not hot enough – warm the teapot, check water temperature

Tea too strong – offer the customer hot water to make it weaker

Tea too weak – add more tea, remake the tea for the customer to meet their requirements

Learners must know how to handle and store products and ingredients correctly and safely:

Stock rotation – first in first out to use older stock first

Use-by/best before dates need to be adhered to, to ensure quality

Cool, dry place to preserve the quality of the coffee

Airtight containers for garnishes stored in a refrigerator

Secure from pests to prevent cross-contamination

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LO4 Know how to take payments

Learners must know different types of payment:

Cash

Credit and debit card

Contactless payment

Payment apps for example - Apple pay

New apps and payment systems Learners must know how to prepare customer bills:

Use payment point electronic or manual

Ensure sufficient work stationery – till roll, bills, stapler, pens

Knowledge of prices – price lists, menus, pre-programmed till, dockets, VAT receipts

Sub-total and total as necessary

Check before printing

Present the bill to the customer in line with organisation procedures

How to split the bill using apps or till

Before taking payment, ask the customer to check bill to make sure they agree it is correct

Follow organisation’s procedure for taking payments

Learners know how to take payment:

Confirm with the customer the bill total

Cash payment - Check amount tendered by counting it

- Count change back to customer, count into customer’s hand

- Acknowledge the customer’s payment

- Secure cash

- Be aware that notes need to be checked to ensure they are genuine

Credit and debit cards - Enter the bill amount into the card machine

- Ask customer to following instructions on card machine for entering gratuity

- Ask customer to enter pin number – be aware to give customer private space while using the machine

- Ask customer to remove card once payment has been processed

- Give customer their receipt

- Acknowledge the customer’s payment

Contactless payment (for payments of £30 and under (correct as at September 2016)) - Enter the bill amount into card machine

- Ask the customer to press card against the card reader to make payment

- Give customer their receipt, if required

- Acknowledge the customer’s payment

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Payment apps – e.g. Apple pay - Entering the bill amount into card machine or device

- Ask customer to following instructions on card machine or device to entering gratuity

- Ask customer to press their phone against the reader and select payment card

- Give customer their receipt, if required

- Acknowledge the customer’s payment

Follow procedures for a declined payment - Ask for another form of payment

- Report to supervisor

Comply with legislation

Follow security procedures Learners must know the importance of following organisational payment procedures:

Reduce risk of theft if procedures are not followed correctly

Ensure payments are processed - Correctly

- Efficiently

- Report any errors to supervisor immediately

Ensure till balances at the end of the shift so any discrepancies can be investigated

Learners must know how to deal with problems when taking payment:

Equipment breakdown - Use another card machine or payment method

- Report to supervisor

- Follow organisational procedure

Suspected counterfeit notes - Follow organisational procedures for checking notes

- If unsure refer to supervisor

Insufficient notes or change - Seek assistance of supervisor to resolve problem

- Follow organisational procedure

Queues - Seek assistance from another member of the team to open another till or

payment point

- Ask supervisor for help to reduce queues

- Apologise to each customer as they reach the till

Customer forgets pin, card will not swipe - Ask for alternative payment method

- Report to supervisor

- Follow organisational procedure

Customer unable to make payment - Report to supervisor

- Follow organisational procedure

- Be professional

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Incorrect customer bill - Apologise

- Investigate the discrepancy

- Issue new bill

- Seek authorisation from supervisor

- Follow organisational procedure

Attempted fraud or theft or a runner - Quickly seek help and support from a team member and your supervisor

- Follow organisational procedure

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LO5 Be able to prepare and serve hot drinks and Barista

Comply with uniform and personal appearance standards: Wear the correct uniform to comply with health and safety, food safety and Personal Protective Equipment (PPE) regulations

The uniform must be clean

Hair must be tied back

Clean apron must be used to prevent cross-contamination

Nails must be short, clean and unpolished and to prevent cross-contamination

No jewellery should be worn

No strong smelling perfume or body spray as this will affect the flavour of delicate food items

Comply with food safety and food hygiene standards: Learners should make sure drink items are safe to use

Make sure nothing is added or removed and ingredients are not treated in a way that makes it harmful

Unsafe ingredients must be withdrawn and reported to supervisor

Records should be kept on where ingredients were obtained and this information should be shown on demand – known as traceability

Apply hazard analysis and critical control points (HACCP):

To avoid hazards. This keeps food and drink items safe from biological, chemical and physical safety hazards – e.g. garnishes for drinks should be kept covered, the bar should be regularly cleaned, all dirty glasses should be cleared quickly and washed, all rubbish should be disposed appropriately of to prevent cross-contamination and hazards. Temperature of storage should be checked to ensure ideal storage conditions are being maintained

Hazard Analysis Critical Control Points (HACCP) are an internationally recognised food safety management. The emphasis is on identifying the critical points in a process where food safety problems (or hazards) could arise. Steps can then be put in place to prevent things going wrong. Keeping records is also an important part of HACCP systems

Prepare for and close a service session:

Prepare for a service session - Grinder has fresh beans

- Espresso machine is heated for service

- Filter machine has papers

- Water boiler is heated

- Milk steamer wand is clean

- Tea pots are clean and not chipped or damaged

- Crockery is available and clean

- Glasses are clean

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Close down after service - Learners must know the checks to be made after service

Remove coffee beans from grinder

Backflush and switch off espresso machine

Remove and clean coffee filter

Wipe down milk steamer

Empty knockout box

Thorough cleaning of work areas and customer area

Empty bins

Prepare and serve hot drinks and Barista:

Tea

Coffee

Hot chocolate

Use equipment appropriately following health and safety procedures

Check quality points for drinks - Check drinks meets all the quality points

Serve drinks in line with drink requirements - Use the correct cups and mugs, vessels

- Supply appropriate accompaniments

Provide customer service:

Appropriate and positive verbal and non-verbal communication – appearance, body

language, eye contact, facial expressions, language used, voice tone and volume, pace

of speech

Greet and attend to customer promptly

Giving advice on drinks and ingredients

Serve drinks in line with service style

Keeping area clean and tidy and work in a safe and hygienic manner

Dealing quickly and efficiently with any problems or complaints

Take payment for hot drinks and barista:

Check the bill is for the right customer/table

Check amount

Present the bill to the customer in line with organisational procedures

Ask the customer to check the amount

Process the payment

Give the customer the receipt/VAT receipt

Thank the customer Identify strengths and areas for improvement:

Review performance and level of customer service provided

Taste, appearance, flavour combinations, use of accompaniments

Appropriate use of skills, techniques and methods

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Assessment criteria

Assessment criteria will be applied to the graded practical assessment. In order to pass this unit, learners must at a minimum achieve all pass criteria. The pass criteria relate to the proficient demonstration of skills and knowledge. All criteria within a given grade must be achieved to be awarded that grade.

Learning outcome

The learner must:

Pass

The learner can:

Merit

To achieve a merit grade, in addition to achievement of the pass criteria, the learner can:

Distinction

To achieve a distinction grade, in addition to achievement of the pass and merit criteria, the learner can:

LO5 Be able to prepare and serve hot drinks and Barista

P1 Comply with uniform and personal appearance standards

M1 Use the work space effectively

M2 Use skills and techniques with confidence and accuracy, minimising waste

M3 Use effective communication and team working skills

D1 Use customer service techniques to provide excellent customer service

D2 Explain improvements that could be made to the service session

P2 Comply with food safety and food hygiene standards

P3 Apply hazard analysis and critical control points (HACCP)

P4 Prepare for and close a service session

P5 Prepare and serve hot drinks and Barista

P6 Provide customer service

P7 Take payment for hot drinks and Barista

P8 Identify strengths and areas for improvement

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Assessment guidance

Assessors must use the amplified assessment guidance in this section to judge whether assessment criteria have been achieved in the graded practical assessment.

P1 Comply with uniform and personal appearance standards

Learners must be professionally presented for practical sessions and assessments. They need to wear the correct uniform and PPE. The uniform must be clean. Hair must be tied back and under a hat and hair and/or beard nets must be worn if appropriate. The learner must have: minimum make-up, no jewellery, no strong smelling perfume/body spray, short and clean unpainted nails.

P2 Comply with food safety and food hygiene standards

Learners must show that they can work within the current food safety regulations throughout the assessment.

Their working methods and behaviour must minimise the risk of cross-contamination and follow appropriate routines and procedures to avoid potentially severe health hazards.

P3 Apply hazard analysis and critical control points (HACCP)

Learners must follow the HACCP procedures throughout the practical assessment.

P4 Prepare for and close a service session

Learners must be able to prepare for and close after the service session.

When preparing for the service, they should follow all organisational requirements and procedures, for example, they will check the grinder has fresh beans and the espresso machine and water boiler are heated for service. Check stock has been replenished.

When closing a service, they will ensure the closure meets all the organisational standards, for example, they will ensure all the bins are clean and emptied and all the equipment is switched off.

P5 Prepare and serve hot drinks and Barista

Learners must show they are able to prepare and serve hot drinks and Barista in line with drink requirements. Learners will prepare and serve a minimum of four different hot drinks during the service session and they will check the drinks for quality.

Learners should work independently when preparing and serving the drinks, for example they will take the order, prepare the drinks correctly and serve the drinks to the customer with the correct accompaniment. Throughout the preparation, and when serving the drinks, they will show they have considered the customers’ requirements.

Learners will select the correct tools and equipment to prepare the drinks and use the equipment appropriately, for example, when preparing a cappuccino they will steam the milk to between 65 – 70°C and then pour the milk above the crema into the centre of the drink and add cocoa powder to decorate the drink. The cappuccino will be served in the correct sized cup for the size of drink ordered.

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P6 Provide customer service

Throughout the service learners will provide appropriate customer service. They will use appropriate and positive verbal and non-verbal communication, for example, their appearance will be faultless and comply with organisational standards; they will demonstrate positive body language – by standing up straight at all times and not leaning or slouching in front of customers. They will use appropriate language and will not use any slang.

Learners will be able to give correct advice on drinks and their ingredients, for example, they will be able to describe a Darjeeling tea as being a black tea with a subtle astringent flavour. They will engage with the customer when appropriate.

Learners will keep the service area clean and tidy throughout the service and work in a safe and hygienic manner. If any problems occur, they will deal quickly and efficiently with the problem and ensure the customer is happy with the outcome.

P7 Take payments for hot drinks and Barista

Learners must prepare the bill for customers and take payment for the drinks provided. They must use the till with confidence and know how to process the method of payment being offered. Learners will give the correct change to customers when a cash payment is made. They must be able to correct errors confidently.

P8 Identify strengths and areas for improvement

Learners will identify the main strengths and areas for improvement of the service.

They will be able to give specific examples of their strengths, this could be the customer service they offered or the quality of a specific drink. They will also identify areas where they need to improve, e.g. their knowledge of different drinks and the ingredients when describing the difference between a latte and a cappuccino.

M1 Use the work place effectively

The organisational skills of the learner allowed them to work efficiently and in a consistently clean work space. Learners confidently carry out all tasks to ensure the service runs smoothly. They are well prepared and work in a calm and professional way.

M2 Use skills and techniques with confidence and accuracy minimising waste

Learners must show that their skills reach a consistently high standard.

Learners must demonstrate skills with efficiency, by working systematically and methodically when preparing and serving hot drinks, whilst also minimising waste throughout the practical assessment. Learners must work at a pace that is representative of a real working environment, completing the tasks within the set timescales.

Learners must carry out tasks with precision, for example, if preparing a range of drinks for one group of customers all the drinks will be prepared and served with precision, a hot chocolate will be at the correct temperature and in the correct cup, a tea will be in the correct cup and served with lemon, if asked for, and a cappuccino will have correct crema.

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M3 Use effective communication and team working skills

Learners show that they can communicate effectively with others to ensure that they make and serve hot drinks in a timely manner. This may require working collaboratively with other team members to make certain that all the drinks needed are finished at the same time and served at the same time.

This could also mean that learners work a bar area together to ensure customers are served in the correct order as quickly as possible.

Learners will need to communicate with customers to provide an excellent service. Learners will clearly show they can manage their time and use their skills to make and serve hot drinks.

D1 Use customer service techniques to provide excellent customer service

Learners will demonstrate excellent customer service skills throughout the whole of the service session, they will demonstrate the ability to deliver customer service above and beyond the customer service levels expected.

They may show they can anticipate customer needs in advance of customers asking for something. For example, if a customer needs a highchair for a baby they will anticipate this and will offer a highchair without the customer needing to ask.

D2 Explain improvements that could be made to the service session

Learners are able to discuss their approach to the practical assessment. Learners will show they understand how their performance has impacted on the overall service session including their skills level.

They may identify that when the bar became busy they lost track of who was next to be served or they felt they didn’t fully engage with customers that they could have given more advice to.

Learners will identify areas for improvements and explain recommendations to improve the service. This could focus on the customer service provided, presentation of the finished drinks and how well they kept the service area tidy and clean throughout the session.

They may offer ways to improve areas that they feel could be improved in general or with specific examples. For example in general they would like to improve how quickly they use the till, in order to speed up service.

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Resources

The special resources required for this unit are access to a real or realistic working environment which supports the provision of hot drinks and Batista services. Recommended books:

Food and Beverage Service for Levels 1 and 2, Hodder Education Group - ISBN - 9781471807916

Recommended websites:

www.food.gov.uk

Delivery guidance

Teachers are encouraged to use innovative, practical and engaging delivery methods to enhance the learning experience. Learners may benefit from:

Meaningful employer engagement so they relate what is being learned to the real world of work and understand commercial competency when serving hot drinks and Barista and how to use tools and equipment when serving drinks

Work experience within a food service environment so they can practise their skills in a real environment

Using interactive information and technology, systems and hardware so they can learn about concepts and theories, research current trends, research product knowledge and produce visual aids

Links with other units

This unit is closely linked with the following units:

UHC51M Food safety and health and safety for food and beverage service

Food safety and health and safety are essential for all practical sessions and assessments. They must be embedded in all working practices. UHC51M Food safety and health and safety for food and beverage service should be delivered before UHC76M Hot drinks and Barista.

UHC53M Preparing for and closing after a service session

Preparing the station for service and closing down after a service session is all part of the working role. Learners will prepare for and close after each practical session and assessment. The portfolio evidence and the graded assessment for UHC53M Preparing for and closing after a service session can be combined with the assessment for UHC76M Hot drinks and Barista. UHC53M Preparing for and closing after a service session can be delivered before, or integrated with delivery of UHC76M Hot drinks and Barista.

UHC56M Controlling costs in food and beverage service

Learners need to be aware of the costs involved in food and beverage service, when and how they can help control costs and when they are providing food service. Learners need to be aware of the costs involved in UHC76M Hot drinks and Barista and mindful of when and how they can help to control costs. UHC56M Controlling costs in food and beverage service can be delivered before, or integrated with delivery of UHC76M Hot drinks and Barista.

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UHC57M Principles of excellent customer service

Providing excellent customer service is essential for every hospitality organisation and the principles of customer service need to be embedded in every practical session and assessment. The graded practical assessments for UHC76M Hot drinks and Barista provided the perfect opportunity to assess the learner’s ability to put into practice their customer service skills. UHC57M Principles of excellent customer service can be delivered before, or integrated with delivery of UHC76M Hot drinks and Barista.

UHC58M Principles of team working

Team work is the key to providing products and services and the learner’s team-working knowledge and understanding should be put into practice in the practical assessment, as they will need to work together with other departments such as the kitchen and bar. UHC58M Principles of team working can be delivered before, or integrated with delivery of UHC76M Hot drinks and Barista.

UHC74M Food service

Drinks service is often completed by the food server, so there is an opportunity to combine the portfolio evidence and the graded assessment for UHC74M Food service with the assessment for UHC76M Hot drinks and Barista. UHC74M Food service can be delivered before, or integrated with delivery of UHC76M Hot drinks and Barista.

UHC75M Cold drinks service

A drinks order may require the service of both hot drinks and cold drinks. UHC75M Cold drinks service and UHC76M Hot drinks and Barista can be delivered and assessed in combination. The evidence for the portfolio and the graded assessment for both units could be combined to replicate a realistic working environment. UHC75M Cold drinks service can be delivered before, or integrated with delivery of UHC76M Hot drinks and Barista.

Graded synoptic assessment

At the end of the qualification of which this unit forms part, there will be a graded synoptic assessment which will assess the learner’s ability to identify and use effectively in an integrated way an appropriate selection of skills, techniques, concepts, theories, and knowledge from a number of units from within the qualification. It is therefore necessary and important that units are delivered and assessed together and synoptically to prepare learners suitably for their final graded assessment.