yetaseb learning module

8/12/2019 Yetaseb Learning Module

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LEARNING MODULE

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TVET-PROGRAMME TITLE: HOTEL OPERATION Level II

MODULE TITLE: Applying Food and Beve age !"ill# in $%e &o "pla'eMODULE (ODE: - CST HOP2 02 0912NOMINAL DURATION: )*Ho+ #

MODULE DE!(RIPTION :This module describes the performance outcomes, skills and knowledge required toorganise, prepare and serve food and beverages to customers. t incorporates all aspectsof organising, preparing and serving a variet! of menu items and alcoholic and non-alcoholic beverage items for a service period in a hospitalit! enterprise, using a range ofservice methods and team coordination skills.LEARNING OUT(OME!"t the end of the module the learner will be able to#

Prepare food and beverage for service$erve menu, bar and wine list items to customers%omplete ends of service procedures

MODULE (ONTENT& Prepare 'ood "nd (everage 'or $ervice

&.& ntroduction to food and beverage service&.) *ifferent $t!le of service&.+ 'ood and (everage $ervice Equipments&. ice- en-sc ne&./ ice-en-place&.0 Table set up&.1 %heck availabilit! of bar stock and food items

) $erve menu, (ar "nd 2ine List tems To %ustomers ).&. enu "nd (everage List ).).$ervice $kills

).& 3reat and well come customers).) 'ollow $ervice $equence and Procedures).+ Provide qualit! customer service). %onsider work place h!giene)./ 4andle $pecial 5equests

).0 Process accounts+ %omplete Ends 6f $ervice Procedures

+.& End 6f $ervice Procedures+.) 5estocking+.+ $tore 'ood "nd (everage $ervice tems+. Preparations 'or The 7e8t $ervice Period+./ Participate in debriefing sessions+.0 Environmental %onsiderations


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LEARNING METHOD!E8planationLecturing

Practical e8erciseA##e##,en$ Me$%od#

%ontinuous assessment9ui:Pro;ect work

Assessment CriteriaLO P epa e .ood and /eve age .o #e vi'e

&.&. 'ollow a ;obs checklist and work schedule according to enterprise policies and procedures to prepare for food and beverage service

&.) Liaise with other team members on the table and room set-up, type of

menu and style of service , and wine and drinks list.&.+ Liaise with the chef about the menu, available portions and specials&. %arr! out mise en place according to enterprise procedures and

requirements.&./ %heck availabilit! of bar stock and food items, equipment cleanliness

and quantit! required for food and beverage service according toestablished s!stems and procedures

LO) !e ve ,en+0 /a and 1ine li#$ i$e,# $o '+#$o,e # &.& 3reet customers courteousl! and appropriatel! according to allocated

table plan and provide relevant information .).) 5ecommend menu items and alcoholic and non-alcoholic beverages to

meet individual needs, special requests or dietary requirements ofcustomers and up-sell as appropriate.).+ Prepare alcoholic and non-alcoholic beverages and serve menu items and

wines, using appropriate service methods to meet customer e8pectationsof qualit!, presentation and timeliness of deliver!.

). 2ork cooperativel! as part of the floor or bar team and according to thework plan.

)./ 'ollow workplace safet! and h!giene procedures according to enterpriseand legislative requirements.

).0 Provide qualit! customer service and deal appropriatel! with complaintsaccording to enterprise procedures.

).1 dentif! problems, determine possible solutions and take appropriateaction to resolve the situation according to ;ob role and enterprise

procedures.).< Process accounts and pa!ment according to enterprise procedures and

farewell customers appropriatel!LO2 (o,ple$e end# o. #e vi'e p o'ed+ e#

a. %omplete end of service procedures according to enterprise procedures,64$ requirements and environmental considerations .


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b. $tore food and beverage service items, equipment and commoditiesappropriatel! to minimi:e waste.

c. %heck bar closing stock, prepare a requisition for replacement stock andcomplete timesheets where appropriate.

d. Participate in debriefing sessions with colleagues where appropriate,

identif!ing possible improvements.

ANNE3: RE!OUR(E RE4UIREMENT!

5Mod+le (ode and Ti$le6tem

7o. %ategor!= tem*escription=

$pecifications 9uantit!5ecommended 5atio

> tem# Trainee?

". Learning aterials 5eference manual,handout, books &

&. TTL + &@). Te8t (ooks The bare and beverage book /

+. 5eference

enu planning for thehospitalit! industr!ABaksa kivela"n introduction to foodand beverage studiesA ar:ia agrise and%ath!mcceer!

+ &@

(. Learning 'acilities CnfrastructureLaborator!>shop?,comp

uter, *V*,6V= %*, budget, flip chart

&. %lass 5ooms +@). $hop +@

+. Librar! +@

%. %onsumable aterials *ifferent t!pes of wine,food items&. 5aw aterials). *etergents %leaning detergents

*. Tools and Equipments'urniture Table and chair trolle!


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LEARNING MODULE

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TVETProvider TVET-PROGRAMME TITLE: HOTEL OPERATION Level II

MODULE TITLE: Operating and M nit r Cellar S!stems

MODULE (ODE: CST HOP2 0" 0912

NOMINAL DURATION: 7 Ho+ #

MODULE DE!(RIPTION :This module describes the performance outcomes, skills and knowledge required to worksafel! in a cellar. t includes the operation of beverage dispensing s!stems and the qualit!monitoring of beverage products. 7ote that the word DcellarD is used in its broadest sense,and means an! area used as the storage location for bulk beverages and the equipment thatsupports its service.LEARNING OUT(OME!"t the end of the module the learner will be able to#

6perate and maintain beverage dispensing s!stemsse and monitor refrigeration s!stems onitor overall cellar safet!onitor qualit! of beverage products

MODULE (ONTENT!&. (everage dispensing s!stems

&.& ntroduction to dispensing s!stems&.) 6perate cellar =beer s!stems&.+ %lean beverage s!stem parts

&. . se %hemical in safe manner &./.%orrect=report dispensing s!stem faults &.0.2ork according to safet! requirements

). se and monitor refrigeration s!stems ).&. onitor and accuratel! measure refrigeration s!stem ).). %lean Equipments 2ith Proper se 6f %hemicals ).+. dentif! "nd 5eport 5efrigeration 'aults

+. onitor overall cellar safet! +.&.%hecks The 3as $!stems +.). onitor storage conditions of chemicals +.+.Provide relevant information to others

. (everage products


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.& T!pes 6f (everage Products

.) aintain 9ualit! through proper storage /. onitor qualit! of beverage products /.&. onitor cellar temperature and cellar conditions

/.). se proper stock rotation s!stem /.+. se manual or electronic stock control s!stem /. .Test the qualit! of beverage products

LEARNING METHOD! E8planation *iscussion *emonstration

MODULE A!!E!!MENT

A##e##,en$ Me$%od#

%ontinuous assessment9ui:"ssignmentsPro;ect work

A##e##,en$ ( i$e iaL8 . Ope a$e and ,ain$ain /eve age di#pen#ing #y#$e,#

&.& 6perate beer systems according to with manufacturer instructions andrelevant safet! requirements.

&.) Tap kegs according to safety requirements and manufacturerinstructions.

&.+ 4andle, connect and store beverage gas according to relevant safet!

standards.&. %heck post mi8 s!stems for effective operation and change s!rup bo8esas required.

&./ %lean beverage system parts in accordance with manufacturerinstructions and safet! requirements.

&.0 se chemicals safel! according to relevant standards and enterprise procedures.

&.1 %orrect or report dispensing system faults to the appropriate personaccording to scope of individual responsibilit! and enterprisecontracting arrangements

Lo) U#e and ,oni$o e. ige a$ion #y#$e,#

).& onitor and accuratel! measure refrigeration s!stem, and ad;ust to compl!with product requirements.).) Perform routine checking of gl!col levels and cleaning of vents, ensuring

safe use of chemicals at all times.).+ Promptl! identif! refrigeration faults and report to qualified refrigeration

mechanic according to enterprise proceduresLO2 Moni$o ove all 'ella #a.e$y

+.& ake regular routine checks of gas systems according to relevant safet!


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standards.+.) $!stematicall! monitor the use and storage of chemicals and ensure safet!

requirements are met.+.+ onitor the cellar area to ensure appropriate safet! signage and take action

to rectif! an! deficiencies.

+. Proactivel! provide relevant information to other workers in relation tosafet! issues

LO* Moni$o 9+ali$y o. /eve age p od+'$#.& onitor cellar temperature to ensure optimum storage conditions for

different beverage products ..) $!stematicall! check cellar conditions to ensure the requirements of the

international 'ood $tandards %ode are met..+ se s!stematic product rotation to maintain qualit!.. se manual or electronic stock control s!stem to assist in monitoring the

qualit! of products and controlling stock during receiving, storage and

issuing../ Test the qualit! of beverage products regularl! and identif! faults ..0 Take appropriate action to rectify faults within scope of individual

responsibilit! or report and follow up with the appropriate person

ANNE#$ RESO%RCE RE&%IREMENTS

'M d(le C de and Title)

tem 7o. %ategor!= tem

*escription=$pecifications 9uantit!

5ecommended5atio

> tem# Trainee?". Learning aterials 5eference manual,handout, books

&. TTL &

). Te8t book (ar "ttendantFsAEllis 3eorge ) &/

+. 5eference

'ood C (everageserviceA5obert $mith(ar "ttendantFsAEllis 3eorge

) &/

(. Learning 'acilities CnfrastructureLaborator!>shop?,computer, *V*,6V= %*,

budget, flip chart&. $hop +@). %lass 5oom +@

%. %onsumable aterials *ifferent beverages

*. Tools and Equipments 'ood and beverageservice equipments


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LEARNING MODULELogo ofTVET

Provider TVET-PROGRAMME TITLE: HOTEL OPERATION Level II

MODULE TITLE: P oviding Roo, !e vi'eMODULE (ODE: (!T HOP) )8 8 )NOMINAL DURATION: 7 Ho+ #

MODULE DE!(RIPTION :This module covers the performance outcomes, skills and knowledge required to provideroom service in commercial accommodation establishments.LEARNING OUT(OME!"t the end of the module the learner will be able to#

Take and process room service orders$et up tra!s and trolle!sPresent room service meals and beverages to guestsPresent room service accounts%lear room service area

MODULE (ONTENT!1 4andle 5oom $ervice 6rders

&.& ntroduction to room service&.) product knowledge&.+ Take and process room service orders&. Telephone handling procedures&./ suggestive selling techniques&.0 5ecord C Transfer room service orders

2 is-en-place).& room service menu).) 5ange of meals).+ room service equipment). $et up tra!s and trolle!s

3 Present room service3.1 guestsD rooms entr! procedures3.2 customer service skills3.3 serving technique

4 bill settlement4.1 Present room service accounts4.2 bill settlement procedures4.3 Provide correct charge C change

5 %lear room service area5.1 %heck and clear room5.2 5eturn tra!s and trolle!s


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5.3 5estock station with equipment

LEARNING METHOD! Lecture *iscussion *emonstration

MODULE A!!E!!MENTo A##e##,en$ Me$%od#

o %ontinuous assessmento 9ui:o "ssignmentso Pro;ect work

A##e##,en$ ( i$e iaLO Ta"e and p o'e## oo, #e vi'e o de #

&.& "nswer telephone promptl! and courteousl! according to enterprise procedures and customer service standards.

&.) %heck guestsD names and use them throughout the interaction.&.+ %larif! details of orders, repeat them and check with guests for accurac!.&. se suggestive selling techniques where appropriate.&./ "dvise guests of appro8imate time for deliver!.&.0 5ecord room service orders and check the information .&.1 nterpret room service orders received from doorknob dockets&.< Transfer orders promptl! to the appropriate location for preparation, where

requiredLO) ; !e$ +p $ ay# and $ olley#

).& Prepare food and beverage items for service periods.).) Prepare general room service equipment for use.).+ Set up tra!s and trolle!s appropriatel! according to enterprise standards for

a range of meals .). $elect sufficient service equipment and check for cleanliness and damage.)./ $et up tra!s and trolle!s so that the! are balanced, safe and attractivel!

presented.).0 %ollect all food items and beverages promptl! and in the right order.).1 %heck tra!s before leaving the kitchen and prior to entering the room,

ensuring orders are complete and all items are served at the correcttemperature

L6+. P e#en$ oo, #e vi'e ,eal# and /eve age# $o g+e#$# +.& 5equest entr! to guestsD rooms b! knocking firml! on the door and

announcing the department according to enterprise service standards.+.) Enter guestsD rooms upon appropriate response from guests and greet them

politel! and according to enterprise service standards.


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+.+ %onsult guests about their preferences for where tra!s or trolle!s should be placed in the room and advise them of an! potential ha:ards.

+. Place tra!s or trolle!s safel! and convenientl!.+./ Position furniture where required.+.0 6ffer an e8planation of the meal to guests where appropriate.

+.1 $erve and place meals and beverages according to enterprise proceduresLO* P e#en$ oo, #e vi'e a''o+n$#.& %heck guestsD accounts for accurac! and present them according to

enterprise procedures..) Present charge accounts to guests for signing and charge to their room

account or accept cash pa!ment where tendered..+ Provide correct change to guests where appropriate.. Promptl! present cash pa!ments to the cashier for processing and pa!ment

LO< (lea oo, #e vi'e a ea&.& %heck and clear floors promptl! for used room service trolle!s and

tra!s.

&.) 5eturn tra!s and trolle!s to the room service area and dismantle andclean according to enterprise procedures.&.+ 5estock station with equipment, food and beverage according to

enterprise procedures.

ANNE3: RE!OUR(E RE4UIREMENT!

5Mod+le (ode and Ti$le6

tem 7o. %ategor!= tem *escription= $pecifications 9uantit! 5ecommended 5atio> tem# Trainee?

". Learning aterials 5eference manual, handout, book &. TTL

). Te8t (ook The bare and beverage book + &@

+. 5eference

'ood and beveragelaws =food safet! and4!gieneA*octor Bag ohan 7egi

) &/

(. Learning 'acilities CnfrastructureLaborator!>shop?,computer,

*V*,6V= %*, budget&. %lass 5oom +@). $hop%. $tationeries Pen, pencils, record books).

*. Tools and Equipments'ood and beverage serviceequipments, movies , labtop, L%* pro;ector


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LEARNING MODULELogo ofTVETProvider

TVET-PROGRAMME TITLE: HOTEL OPERATION Level IIMODULE TITLE: Appl! H spitalit! S*ills in t+e , r*pla-eMODULE (ODE: CTH HOP2 02 0212NOMINAL DURATION: 7 Ho+ #

MODULE DE!(RIPTION :This module covers the performance outcomes, skills and knowledge required to appl!hospitalit! skills in the workplace. The unit integrates a defined range of ke! technical andorganisational skills required b! service staff to provide a range of organisation productsand services to multiple and diverse customers.

LEARNING OUT(OME!"t the end of the module the learner will be able to#

6rgani:e and prepare for serviceProvide service%lose down after service

MODULE (ONTENT!&. 6rgani:e and prepare for service

+.& ntroduction to room service+.) "ccess necessar! information for work.+.+ 2ork with others+. *evelop and follow work plan and schedules+./ Prepare work area and equipments

). Provide service).& 3reet and well come customers to the service area).) Provide necessar! information to the customers).+ Provide qualit! service b! following appropriate procedure). %ommunicate and work effectivel!)./ dentif! and handle problems, safet! issues etc

+. %lose down after service+.&. complete end of service activities

+.). participate in de-briefing activities +.). complete administrative works

LO : O gani=e and p epa e .o #e vi'e

&.& "ccess appropriate workplace information in order to plan and organi:e tasks to be


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%ritical aspects of %ompetence"ssessment requires evidence that the candidate# collection of direct, indirect and supplementar! evidence showing provision of

integrated service for a minimum of &) complete service periods >shifts? to ensureintegration of skills and consistenc! of performance in different circumstances

abilit! to multi-task and respond to multiple demands and requests of a number ofcustomers with var!ing requirements

abilit! to deal with t!pical issues such as workplace time constraints, late arrivals, no-shows, walk-ins and other problems

abilit! to meet, greet and interact positivel! with multiple and diverse customersthroughout the hospitalit! e8perience

abilit! to maintain the cleanliness and tidiness of work areas, including dealing withdisposables and rec!clables

abilit! to participate in the service process and work flow as part of a team and takeresponsibilit! for own work and qualit! of outcomes

compliance with relevant legislative and regulator! requirements, including 64$requirements

demonstrated health and safet! practices

yetaseb learning module

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