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IVQ in Food and
Beverage Service 7066
Certificate
Diploma
Advanced Diploma
Printed on
recycled paper
ST79800/06.03/F-00035532
[ This page is intentionally blank]
Contents
85 Appendix A
Practical assessments
85 Practical assessments
85 Preparation, supervision and marking
85 Records, results and certification
85 Visiting verifier
85 Form S
86 Candidate assessment record forms
89 Appendix B
The levels of our awards
89 Progressive structure
IVQ in Food and Beverage Service 7066
We have designed the Food and Beverage Service programme External candidates
for those undergoing training or employed in this area of work. These are candidates who have not finished a programme as
The programme aims to reflect the international nature of the described above. The examination centres must receive their
knowledge and skills and activities needed for different countries application for entry well before the date of the examination
or cultures. concerned. This allows them to act on any advice you give about
assessment arrangements or any further preparation needed.
We do not say the amount of time a candidate would need to External candidates must carry out practical assignments and
carry out the programme, but we do provide advice on guided projects if necessary, and they will need extra time and guidance
learning hours for each unit at each level (see below). The to make sure that they meet all the requirements for this part of
programme has three levels. the assessment.
7066-11-003 Food and beverage service principles 1 (written You must carry out assessments according to our International
multiple choice paper which lasts two hours) Directory of Examinations and Assessments. If there are any
differences between information in this publication and the current
[7066-11-004] Food and beverage service practice 1 directory, the Directory has the most up-to-date information.
(Total one written paper)
The practical assessments are carried out during the learning Results and certification
programme and should be finished by the date of the written
examination so you can send all the results to us. (See appendix A.) Everyone who enters for our certificates, diplomas, and advanced
diplomas receives a Notification of Candidate Results giving
Diploma in Food and Beverage Service details of how they performed.
To carry out what is needed for the Diploma in Food and
Beverage Service, candidates must be successful in the If candidates successfully finish any assessment within this
following assessments. programme (for example, any one of the examination papers)
they will receive a certificate of unit credit towards the certificate
7066-12-015 Food and beverage service principles 2 or diploma for which they are aiming. We grade course work
(written multiple choice paper which assessments as pass or fail. We grade written assessments on
lasts two and a half hours) the basis of fail, pass, credit or distinction. The certificate of unit
credit will not mention assessments which they do not enter,
[7066-12-016] Food and beverage service practice 2 which they failed or from which they were absent.
(Total one written paper)
Each certificate or diploma clearly states what candidates need for
full certification at the relevant level, allowing schools, colleges and
employers to see whether they have met the full requirements.
Examination centre approval As long as the candidates meet the aims of this learning programme
We give approval to enter candidates for examinations. the structures of courses of study are up to you. So, it is possible to
include extra topics that meet local needs.
To be approved by us to offer a teaching course you must send us
the application form. You should avoid teaching theory alone. As far as possible the
practical work should be closely related to work in the classroom
To enter candidates for examinations you must be approved by us so that candidates use their theory in a realistic work environment.
as an examination centre. For this programme it is possible to act You can use formal lectures in the classroom with appropriate
as a registered examination centre only, and accept external exercises and demonstrations. Candidates should keep records of
candidates. Approved examination centres must provide suitable the practical work they do so they can refer to it at a later date.
facilities for taking examinations, secure places to keep the
examination papers and materials, and may have an appointed We assume that you will include core skills, such as numeracy,
visiting verifier to review practical work. communication, working with people, and organisation and
planning throughout a teaching programme.
After we have received and accepted an application, we will send
an approval letter confirming this. You can then send entries in at Presentation format of units
any time using the International Directory of Examinations and
Practical competences
Assessments for guidance.
Each unit starts with a section on practical competences which
shows the practical skills candidates must have.
Please note that in this section we have provided an
overview of centre approval procedures. Please refer
At times we give more detail about important words in each
to the current issue of Delivering International
competence statement
Qualifications Centre Guide for full details of each
aspect of these procedures.
For example
6.5 Identify sources of information for maintaining
Other information legal requirements.
Designing courses of study Sources: supervisor, manufacturers instructions,
company manual
Candidates for the various awards in Food and Beverage
Service will have come from different backgrounds and
In the above statement the word sources is given as a range which
will have different employment and training experiences.
the candidate should be familiar with. Candidates should cover the
We recommend the following:
complete range. When a range starts with the abbreviation eg the
carry out an assessment of the candidates achievements so candidates only need to cover some of the ranged areas or you can
you can see what learning they already have and decide the use suitable alternatives.
level of entry they will need; and
Successful completion of secondary schooling We offer the following publications as additional support
materials to help you plan the delivery of International
Skills Certificate in Health and Safety (1100) Vocational Qualifications:
Numeracy (3750)
Quality Handbook for Visiting Verifiers and Quality Inspectors
We also consider the following Pitman Qualifications awards as Guide to The Assessment of Practical Skills in International
relevant alongside this programme. Vocational Qualifications
Preparing Projects and Portfolios for International
Commercial Numeracy Vocational Qualifications.
Data Security and Safety
English for Speakers of Other Languages higher intermediate level
Information and the Internet
Keyboarding
Organising and Communicating Electronically
Practical Data Processing
Spreadsheet Processing Techniques essential level
Word Processing Techniques essential level
Certificate
01 Safety at work
02 Hygiene at work
03 Security at work
04 Personal skills
05 Menu knowledge
06 General billing procedures
07 Pre-service procedures
08 Provide a table service
09 Provide a beverage service
Diploma
01 Safety at work
02 Hygiene at work
03 Security at work
04 Personal skills and attributes
05 Customer care
06 Product knowledge
07 Billing and checking procedures
08 General pre-service procedures
09 Provide a table service
10 Provide a silver service
11 Provide a counter service
12 Provide a carvery or buffet service
13 Provide other styles of table service
14 Provide a table drinks service
Advanced Diploma
01 Safe and hygienic working practices
02 Customer services
03 Planning, organisation and evaluation of work
04 Cash and cash equivalents control
05 Sales development
06 Resources management
07 Provision and training of personnel
08 Cleaning programmes, furnishing and decorative order
09 Guridon and flamb service
10 Wine service provision
11 Cocktail service provision
Practical competences 1.4 State the main factors involved in the safe use and handling
The candidate must be able to do the following: of large and small equipment.
Working practices: procedures for handling
1.1 Carry our simple first aid tasks as required. equipment, training
Moving heavy items: procedures, rules
1.2 Locate and identify fire prevention equipment on premises. Cleaning equipment: procedures, inspecting,
maintenance, cleaning
1.3 Use fire fighting equipment safely and appropriately. Hazards: types, reporting procedures
1.4 Comply with any legal requirements in relation to health 1.5 State the main factors involved in the safe handling and use
and safety at all times. of gas and electrical equipment.
Gas: types of equipment
1.5 Use large and small equipment in a safe manner with Electricity: types of equipment
regard to self and others. Other fuels: types in use, examples of equipment
Faults: identification, initial action, procedures
1.6 Use equipment safely involving the use of gas and/or Documentation: reporting procedures
electricity, and detect, remedy or report any faults.
1.6 State the main factors involved in the safe use and handling
1.7 Handle and store dangerous substances safely, such as of dangerous substances.
cleaning chemicals. Types: kinds, uses
Control: procedures, labels, issuing, authority
1.8 Produce a simple workshop safety inspection report. Storage: requirements, rules, containers
Knowledge requirements
Instructors must ensure that candidates are able to:
1.1 State the procedures for dealing with simple first aid tasks.
Procedures: shock, cuts, electric shock, fractures, burns,
fainting, poisoning
Accident discovery: initial action
Emergency services: methods of contacting
Establishment procedures: basic requirements, examples
Documentation: records
Practical competences
The candidate must be able to do the following:
Knowledge requirements
Instructors must ensure that candidates are able to:
Knowledge requirements
Instructors must ensure that candidates are able to:
Practical competences 4.5 State the factors that need to be taken into account for
The candidate must be able to do the following: effective communication with others.
Non verbal communication: definition, effects
4.1 Present self positively at all times when dealing with Non verbal communication techniques for creating a
customers and colleagues. good impression: welcoming attitude, facial expression,
correct posture, eye contact
4.2 Communicate effectively and professionally with Verbal communication: definition and importance of
customers and colleagues. effective verbal communication
Verbal communication giving: clear diction,
4.3 Handle customer requirements promptly and politely. modulated tone, accurate pronunciation, use of grammar
Verbal communication receiving: effective listening,
Knowledge requirements identification of relevant points, taking notes, use of
Instructors must ensure that candidates are able to: questions, clarification
Special needs: communication techniques
4.1 Describe the importance of positive personal presentation. Written communication: uses, techniques, neat
Self confidence: ways of increasing presentation, legible handwriting, correct format,
Job satisfaction: ways of increasing concise, accurate information, correct spelling
Personal development: ways of assisting Forms of address to individuals: titles, companies
Image: establishment image
Customer confidence: factors that encourage 4.6 Describe the procedures and techniques of effective
Example: to other staff telephone use.
Customers: enquiries, queries, compliments, elderly
4.2 State ways in which good personal presentation is customers, children, handicapped, complaints, difficult
achieved and maintained. customers ie drunk, violent
Appearance: clean clothes and footwear, routine care of Emergencies: fire, bomb warnings, illness, accidents,
clothes and footwear, use of accessories and jewellery, use theft, loss of customer belongings
of cosmetics, hair condition and style, hands and nails, Apologies: all situations
clean shaven and beard trimmed (male) Internal communication systems: pocket paging,
Health and hygiene practices: balanced diet, sufficient public address, in-house television promotion, fax
rest and leisure, use of skin and body care preparations,
adequate personal hygiene routines
Environment: positive and supportive work environment,
management or supervisor feedback
Practical competences
The candidate must be able to do the following:
Knowledge requirements
Instructors must ensure that candidates are able to:
Practical competences 6.7 State the procedures for dealing with refunds.
The candidate must be able to do the following: Types: examples
Validation: authorisation
6.1 Use appropriate methods of taking food orders. Documentation: examples
6.2 Use appropriate methods of taking drink orders. 6.8 Describe the procedures for dealing with vouchers, tokens
and transfers.
6.3 Take food and drink orders together using the Types: examples
appropriate technique. Methods of handling: examples
Other issues: exchange for cash, transfers to guests
6.4 Check and process items to bills accurately. accounts, authorisation required
6.5 Operate a payment point efficiently. 6.9 Identify problems when processing payments and the
procedures for dealing with them.
6.6 Handle and record payments accurately. Situations: errors, voids, invalid cheques, invalid
cheque cards, authorisation refused, suspect fraud,
6.7 Process cash payments accurately. suspect behaviour
Knowledge requirements
Instructors must ensure that candidates are able to:
Practical competences 7.5 Describe the procedures and methods for the after-service
The candidate must be able to do the following: clearing and storage of equipment.
Food: protection, storage, responsibilities
7.1 Prepare a room and ancillary areas for service according to Waste: disposal, different kinds, methods
establishment requirements. Clearing: procedures
Cleaning: areas, procedures
7.2 Organise all routine and special requirements related to Service equipment: types, storage
the menu. Safety: routines, procedures
7.3 Select the appropriate equipment for the service. 7.6 State the factors involved in meeting pre-service
preparation deadlines.
7.4 Carry out procedures relating to portion control efficiently. Factors: planning, providing sufficient equipment, provision
for extra customers, provision of accompaniments, standard
7.5 Clear and store equipment after service according to working methods, systematised order taking, team work
establishment procedures.
Knowledge requirements
Instructors must ensure that candidates are able to:
Practical competences
The candidate must be able to do the following:
8.5 Portion and serve food and drinks in the appropriate manner.
Knowledge requirements
Instructors must ensure that candidates are able to:
Practical competences
The candidate must be able to do the following:
9.4 Carry out all after service clearing and storage procedures,
for equipment and utensils appropriately.
Knowledge requirements
Instructors must ensure that candidates are able to:
9.4 Describe the procedures for the after service clearing and
storage of equipment.
Ingredients: protection, storage
Clearing: procedures
Cleaning: areas, procedures
Service equipment: types, storage
Safety: routines, procedures
Security: establishment procedures
Approximate %
examination
Topic weighting
01 Safety at work 13.3
02 Hygiene at work 13.3
03 Security at work 13.3
04 Personal skills 10
05 Menu knowledge 10
06 General billing procedures 10
07 Pre-service procedures 10
08 Provide a table service 10
09 Provide a beverage service 10
Practical competences
The candidate must be able to do the following:
This is to confirm that the candidate has successfully completed the above tasks:
Candidate signature
Instructor signature
Completion date
Practical competences
The candidate must be able to do the following:
This is to confirm that the candidate has successfully completed the above tasks:
Candidate signature
Instructor signature
Completion date
Practical competences
The candidate must be able to do the following:
This is to confirm that the candidate has successfully completed the above tasks:
Candidate signature
Instructor signature
Completion date
Practical competences
The candidate must be able to do the following:
This is to confirm that the candidate has successfully completed the above tasks:
Candidate signature
Instructor signature
Completion date
Practical competences
The candidate must be able to do the following:
This is to confirm that the candidate has successfully completed the above tasks:
Candidate signature
Instructor signature
Completion date
Practical competences
The candidate must be able to do the following:
This is to confirm that the candidate has successfully completed the above tasks:
Candidate signature
Instructor signature
Completion date
Practical competences
The candidate must be able to do the following:
This is to confirm that the candidate has successfully completed the above tasks:
Candidate signature
Instructor signature
Completion date
Practical competences
The candidate must be able to do the following:
This is to confirm that the candidate has successfully completed the above tasks:
Candidate signature
Instructor signature
Completion date
Practical competences
The candidate must be able to do the following:
This is to confirm that the candidate has successfully completed the above tasks:
Candidate signature
Instructor signature
Completion date
Diploma
01 Safety at work
02 Hygiene at work
03 Security at work
04 Personal skills and attributes
05 Customer care
06 Product knowledge
07 Billing and checking procedures
08 General pre-service procedures
09 Provide a table service
10 Provide a silver service
11 Provide a counter service
12 Provide a carvery or buffet service
13 Provide other styles of table service
14 Provide a table drinks service
Practical competences 1.3 Explain the preventative measures that minimise fire risks.
The candidate must be able to do the following: Storage: risks related to stores
Cleaning: schedules
1.1 Take appropriate initial action to care for persons in the Establishment procedures: rubbish disposal, cleaning
event of injury. Legal aspects: any legal requirements
Signs: types commonly used
1.2 Notify first aid assistance in the event of an accident and Information sources: local, national
reassure the injured person.
1.4 Describe the purpose, use and application of a safety
1.3 Locate and complete appropriate documentation hazards check.
for accidents. Definition: content of check list, method of use, levels
of responsibility
1.4 Check fire fighting equipment for location and operation. Common hazards: found in the work environment
Schedules: periods of inspection
1.5 Complete a fire hazard inspection for the service areas and Machinery: eg guards, repair, servicing
interpret the results for action.
1.5 Describe the appropriate types, standards and purpose
1.6 Maintain and wear appropriate protective clothing for all of protective clothing.
food service and related operations. Functions: safety, presentation, image
Maintenance: standards, repair, materials
1.7 Manage equipment neatly and tidily in working methods. Footwear: kinds, importance
1.8 Keep all utensils and equipment in an appropriate state 1.6 Describe the selection, use, care and maintenance of tools.
of repair. Types: range of small items
Knives: types/carving/fruit, uses, storing, transporting,
1.9 Follow manufacturers instructions in relation to the safe sharpening, carrying
use of all machinery. Working methods: dangers of knife misuse, skills,
procedures, table/trolley position when cutting/carving
1.10 Recognise, handle appropriately and store Cloths: maintenance, requirements for use
dangerous substances.
1.7 Describe the importance of manufacturers instructions in
1.11 Ensure display, and compliance with, all appropriate the use of machinery.
safety signs. Location: where kept, whose responsibility, access,
language
Knowledge requirements Machinery large and small: electric, cylinder gas,
Instructors must ensure that candidates are able to: mechanical, for hot beverages
Training: use of instruction
1.1 State the necessary actions to be taken in the event
of accidents. 1.8 Describe the types, safe use, care and control of
Establishment procedures: minimum provisions that dangerous substances.
would be acceptable Types: chemicals, dusts
Nominated first aiders: numbers, Use: cleaning, pest control
qualifications, identification Storage: containers, labels, security
Treatment of injured person: general rules, such as, Control: issue procedures, responsibility, ordering
reassurance, position of injured
Documentation: reports forms/books, any legal
requirements, organisation procedures
Specifications: cuts, shock, electric shock, fractures,
burns, fainting, poisoning
Training: purpose of safety induction
Practical competences 2.4 Explain the purpose and procedures for a basic hygiene
The candidate must be able to do the following: hazard report.
Purpose: outline risk areas
2.1 Maintain personal cleanliness, to meet the required Procedures: examples, levels of responsibility
standard, consistently.
2.5 State the function and process of hygiene inspections.
2.2 Wear the appropriate uniform correctly, neatly and to Dining areas: risk areas, customer expectations
establishment standards. Risks: equipment, utensils, crockery, cutlery, cloths
2.3 Comply with all procedures, in relation to 2.6 Explain situations of holding foods in dining areas that
general appearance. give rise to risk.
Areas: carving trolley, sweet trolley, counters, buffet tables
2.4 Complete all cleaning procedures correctly. Risks: contamination sources
Knowledge requirements
Instructors must ensure that candidates are able to:
3.2 Follow, and organise appropriate security procedures, with 3.8 Identify the areas of the environment which need attention
guests belongings. in relation to security.
Customer areas: eg dining rooms, toilets, bars,
3.3 Employ confidential practices where necessary. reception, cloakrooms
Staff areas: eg changing rooms, rest rooms, toilets
3.4 Follow and organise appropriate security procedures, with Storage areas: all storage rooms and cupboards
regard to equipment and utensils. Visitors: guests visitors, external
3.5 Report all security hazards and suspicious items. 3.9 Identify documentation used in the organisation and
implementation of security.
3.6 Report all incidents using appropriate procedures. Documentation: eg records, notices, information leaflets
Knowledge requirements
Instructors must ensure that candidates are able to:
Practical competences 4.4 State the factors that contribute to successful team work.
The candidate must be able to do the following: Team members: eg colleagues, supervisors, junior staff,
personnel from other departments, other organisations
4.1 Present self in a positive and confident manner at all times. Team member characteristics: ages, ethnic backgrounds,
skills, balance of expertise and experience
4.2 Use a professional attitude at all times.
4.5 State the factors involved in effective communication,
4.3 Employ positive attitudes at all times. when working with others.
Non verbal communication: definition, effects
4.4 Communicate effectively with customers and colleagues in Non verbal communication techniques for creating
the working environment. a good impression: welcoming attitude, facial
expression, correct posture, eye contact, other
4.5 Use equipment for communication, such as the aspects of body language
telephone, effectively. Verbal communication: definition and importance of
effective verbal communication
4.6 Anticipate customer needs, confirm and Verbal communication giving: clear diction,
satisfy appropriately. modulated tone, accurate pronunciation, use of grammar
Verbal communication receiving: effective listening,
4.7 Ensure positive image presentation and use selling identification of relevant points, taking notes, use of
aspects of the role. questions, clarification
Special needs: communication techniques
4.8 Ensure all activities in dealing with colleagues and Written communication: uses, techniques, neat
customers are free from unfair discrimination. presentation, legible handwriting, correct format, concise,
accurate information, correct spelling
Knowledge requirements Forms of address to individuals: titles, companies
Instructors must ensure that candidates are able to:
4.6 Describe the appropriate procedures and techniques of
4.1 Explain the importance of appropriate personal presentation. effective telephone use.
Self confidence: ways of increasing Customers: enquiries, queries, compliments, elderly
Job satisfaction: ways of increasing customers, children, handicapped, complaints, difficult
Personal development: ways of assisting customers ie drunk, violent
Image: establishment image, ambiance, industry culture Emergencies: fire, bomb warnings, illness, accidents,
Customer confidence: factors that encourage theft, loss of customer belongings
Example: to other staff Apologies: all situations
Other internal communication systems: pocket paging,
4.2 State the factors involved in achieving and maintaining public address, in-house television promotion, fax, e-mail
appropriate personal presentation.
Appearance: clean clothes and footwear, routine care of 4.7 State the factors involved when anticipating and satisfying
clothes and footwear, use of accessories and jewellery, customer needs.
use of cosmetics, hair condition and style, hands and nails, Welcoming: formal, informal
clean shaven and trimmed(male) Addressing customers: appropriate methods
Health and hygiene practices: balanced diet, sufficient Situations: introducing people, making customers feel at
rest and leisure, use of skin and body care preparations, ease, conversing, departures
adequate personal hygiene routines
Environment: positive and supportive work environment, 4.8 Explain the relevance of good presentation and effective
management or supervisor feedback selling to the employee role.
Individuals contributions to organisation:
4.3 State the factors involved in achieving appropriate profitability, efficiency, image, goodwill
professional attitudes and behaviour towards others. Profitability: developing sales opportunities, awareness
Positive behaviour: patience, good humour, of customer spending power
pleasant manner, self confidence, self organisation, Efficiency: achieving customer satisfaction
eye contact, cooperation Image: gaining customer confidence
Negative behaviour: rudeness, bad temper, indifference,
arrogance, unfair discrimination, sarcasm
Positively responding to: instructions, requests,
criticisms, appraisals
Professional attitude to: customers, colleagues,
consistency of approach, professional ethics, impartiality,
confidentiality, punctuality, time keeping, good attendance
Practical competences
The candidate must be able to do the following:
Knowledge requirements
Instructors must ensure that candidates are able to:
5.1 State the purpose and explain the methods of customer care.
Purpose and methods: make customers feel
welcome and relaxed, ensure overall profitability
of the business, identifying of customer needs,
promoting establishment facilities
Knowledge requirements
Instructors must ensure that candidates are able to:
6.4 State the availability of fresh foods and the seasonal factors.
Types: eg fish, game, fruit, vegetables
Practical competences 7.4 Describe the procedures for opening and operating a
The candidate must be able to do the following: payment point.
Procedures: opening, floats, audit and receipt, till rolls,
7.1 Take food orders using a range of established methods. hand over, closing
Security: payment point
7.2 Take drink orders using two different methods.
7.5 Describe the procedures involved in handling and
7.3 Take food and drink orders together. recording payments.
Bill preparation: methods, routines
7.4 Check and process items to bills. Presentation: techniques
Security: main considerations
7.5 Operate a payment point efficiently.
7.6 Describe the procedures for processing payments.
7.6 Handle and record payments accurately and according to Cash/foreign currency: handling of cash, foreign
establishment procedures. currency rates, giving change and receipts
Cheque: types, sterling travellers cheques, procedures for
7.7 Process cash payments accurately and according to accepting, use of credit cards authorisation/limits
establishment procedures. Credit and debit cards: types of credit cards, types of
charge cards, authorisation codes, floor limits, procedures
7.8 Process payments by cheque accurately and according to for accepting
establishment procedures.
7.7 Explain the procedures for dealing with refunds.
7.9 Process payments by credit/debit cards accurately and Types: examples
according to establishment procedures. Validation: authorisation
Documentation: examples
7.10 Process payments by vouchers and transfers accurately
and according to establishment procedures. 7.8 Describe the procedures for dealing with vouchers,
tokens and transfers.
7.11 Deal with refunds according to establishment procedures. Types: examples
Methods of handling: examples
7.12 Deal with unexpected situations, that may arise in billing Other issues: exchange for cash, transfers to guests
and checking, according to establishment procedures. accounts, authorisation required
Knowledge requirements 7.9 State the procedures for dealing with unexpected
Instructors must ensure that candidates are able to: situations when processing payments.
Situations: errors, voids, invalid cheques, invalid
7.1 Identify the different types of checking and billing systems. cheque cards, authorisation refused, suspect fraud,
Types: duplicate, triplicate, pre-printed, electronic point of suspect behaviour
sale (EPOS)
Practical competences 8.4 Explain the importance and application of portion control.
The candidate must be able to do the following: Methods: examples
Equipment: service equipment, utensils, dishes
8.1 Complete all tasks involved in preparing a room and Procedures: establishment policy
ancillary areas for service. Importance: customer satisfaction, cost control,
quality control
8.2 Organise and carry out all special requirements related
to the menu. 8.5 Describe the procedures for serving non-alcoholic beverages.
Tea methods: varied methods, lemon, iced
8.3 Select appropriate equipment for the service. Tea types: eg Indian, China
Coffee methods: fresh ground, mechanical
8.4 Use procedures relating to portion control efficiently. Coffee kinds: eg instant, decaffeinated, iced
Milk: eg shakes, chocolate, malted
8.5 Prepare and serve non-alcoholic beverages. Soft: eg orange, lemon, lime, syrups, fruit juices
Minerals: eg table water, mineral water, other
8.6 Complete after-service clearing and storage procedures carbonated drinks
for equipment.
8.7 State the factors involved in meeting pre-service
8.7 Complete all service preparation with appropriate speed preparation deadlines.
and quality. Factors: planning, providing sufficient equipment,
provision for extra customers, provision of
8.8 Deal with any items of equipment or utensils not accompaniments, standard working methods,
immediately in a fit state for use in food service. systematised order taking, team work
8.9 Complete a final brief inspection of the food service areas 8.8 State the procedures for rectifying the poor repair and
and confirm standards. cleanliness of equipment and utensils.
Equipment and utensils: examples
Knowledge requirements
Instructors must ensure that candidates are able to: 8.9 Describe the pre-service inspections necessary to
establish the standards of the food service area.
8.1 Describe the tasks involved in the preparation of service Inspections: examples of procedures
and ancillary areas. Problems and actions: examples
Linen and/or other materials as appropriate: handling,
range, changing table cloth procedure, methods of folding
napkins, issuing, checking, storing
Disposable: kinds available, uses, criteria for choice,
decisions for use
Preparation items and areas: tables, chairs,
sideboards, trolleys, hot plates, hot cupboards,
refrigerated display cabinets, still room, flare lamps
Practical competences 9.4 Describe the kinds of items that are served at table.
The candidate must be able to do the following: Pre-portioned dishes: examples
Dishes to be portioned: examples
9.1 Greet and seat customers promptly and politely. Hot dishes: examples
Cold dishes: examples
9.2 Identify the host and respond appropriately where necessary. Soft drinks: examples
Hot drinks: examples
9.3 Present menus in accordance with establishment practice.
9.5 Describe the procedures and methods for the after-service
9.4 Provide clear explanations of dishes as requested by clearing and storage of equipment.
the customers. Food: protection, storage, returns
Clearing: procedures
9.5 Take customer orders, without delay, in the Cleaning: areas, procedures
appropriate manner. Service equipment: types, storage
Safety: routines, procedures
9.6 Serve customer orders according to the appropriate style.
9.6 State the procedures for presenting the bill and
9.7 Comply with all relevant health and safety standards. customer exit.
Bill presentation: method
9.8 Portion and serve food and drinks in the appropriate manner. Customer exit: comments, final conversation
9.9 Use equipment and utensils appropriately at all stages of 9.7 Identify and explain the exit procedures.
the service. Security: money, equipment, locking-up, key systems
Fuels: lights, appliances
9.10 Clear down and complete storing procedures according to Fire risks: examples, standard checks
establishment procedures. Documentation: money, valuables, foods and drinks
Knowledge requirements
Instructors must ensure that candidates are able to:
Practical competences 10.5 State and give an explanation for the need for
The candidate must be able to do the following: service priorities.
Order: as appropriate to culture, eg guests first, host last,
10.1 Select and prepare all equipment and utensils for cold food before hot
silver service. Temperature: hot food/hot plates, cold food/cold plates
Procedures: handling of plates, order of service, service
10.2 Greet and seat customers promptly and politely. side, timing
10.3 Take customer orders without delay, in the 10.6 Describe the procedures for clearing in silver service.
appropriate manner. Procedures: when, how, establishments own procedures
Clearing: plates, dishes with liners, salver, crumbs,
10.4 Explain the menu products as requested by the customer. other items
Sideboards: clearing, maintaining
10.5 Serve customer orders using the appropriate equipment
and following establishment procedures. 10.7 State the advantages and disadvantages of silver service.
Advantages: personalised service, portion control may
10.6 Complete the service of the various courses in an be decided by customer/waiter, use in banqueting,
appropriate time. organisation of service staff
Disadvantages: slower than plate, food temperature
10.7 Ensure the layout of the food on the customers plate is retention, staff/customer ratio, capital outlay, portion control.
neat and the portions appropriate.
10.8 Describe the methods of dealing with unexpected situations.
10.8 Complete tasks in the appropriate sequence. Small or big spillages: table, floor, customer
Knowledge requirements
Instructors must ensure that candidates are able to:
Practical competences 11.5 Describe the kinds of items suitable for cafeteria service.
The candidate must be able to do the following: Foods: whole items, pre-portioned dishes, dishes to be
portioned, items to be carved, hot dishes, cold dishes,
11.1 Check the counter organisation and make any soft drinks, hot drinks
adjustments required.
11.6 State the advantages and disadvantages of a
11.2 Comply with all appropriate health, hygiene and counter service.
safety procedures. Advantages: food on view, customer decides quality
of selection, usually more customer control of speed
11.3 Greet customers promptly and politely. of service, fewer staff, speed
Disadvantages: waiting, queuing, customer carries food,
11.4 Serve customers without delay and without undue haste. some high risk foods held at ambient temperature
11.7 Portion food and drinks and serve neatly and hygienically.
Knowledge requirements
Instructors must ensure that candidates are able to:
Practical competences 12.4 State the procedures for serving and assisting customers
The candidate must be able to do the following: successfully for carvery and buffet service.
Customer requirements: approaches
12.1 Check the carvery or buffet organisation and complete any Serving food: portion control, carving skills,
adjustments required. sectioning skills, social skills
Food levels: replenishments, circumstances
12.2 Comply with all appropriate health, hygiene and
safety procedures. 12.5 State the factors that need to be considered in maintaining
customer areas.
12.3 Display food items in the appropriate manner and Safety: conditions, equipment positions, floor,
monitor temperatures. stacking plates
Clearing: frequency, staff requirements
12.4 Greet customers promptly and politely.
12.6 State the procedures for dealing with unexpected situations.
12.5 Serve or assist customers as appropriate. Situations: examples
Procedures: examples
12.6 Provide sufficient accurate information for customers, Accidents: customers drop items
as required, to make their food and drink selections. Excessive queuing: hold ups, too many customers
Knowledge requirements
Instructors must ensure that candidates are able to:
Practical competences 13.3 Describe the methods of serving food by plate service.
The candidate must be able to do the following: Service: plate to left, main part of course nearest
customer, rules for serving hot and cold foods,
13.1 Provide a range of plate services at the table. hygienic handling of plate and other utensils
13.2 Provide a family service at the table. 13.4 Describe the methods of serving food by family service.
Service: dishes placed on table nearest host, stacked
13.3 Provide a French service. plates in front of host
13.4 Greet and seat customers appropriately. 13.5 Describe the methods of serving food by French service.
Service: plates placed in front of each customer from left,
13.5 Identify the host and respond appropriately. dishes presented to host then guests, guests help
themselves using service cutlery, dishes held close
13.6 Present menus as necessary. to guests
13.7 Explain dishes as required. 13.6 Describe the method of clearing in plate service.
Methods: two plate, three plate, minimum carry six plates
13.8 Take customer orders as necessary. Crumb down: after main course
13.9 Serve customers using the correct procedures and style. 13.7 Describe the method of clearing in family service.
Dishes: remove when no longer required
13.10 Comply with all hygiene and safety regulations Plates: as for plate service
and procedures. Methods: use of trays, trolleys, crumbing down
13.11 Portion and serve food appropriately. 13.8 Describe the method of clearing in French service.
Plates: as for plate service
13.12 Use equipment and utensils appropriately. Crumbing down: after plate removal
13.13 Clear down and use storage procedures correctly. 13.9 State the advantages and disadvantages of plate service.
Advantages: fast service, plate may look attractive,
13.14 Complete exit procedures following staff serve many customers, accurate portion control
establishment requirements. Disadvantages: no choice, foods may merge,
quantities may vary, keeping at appropriate
Knowledge requirements temperatures for large numbers
Instructors must ensure that candidates are able to:
13.10 State the advantages and disadvantages of family service.
13.1 Define plate, family and French service provided at the table. Advantages: customer selects portion size, staff can
Plate service: is defined as the service of a course or serve many customers, fast service
courses ready plated to the customer seated at the table Disadvantages: poor portion control, table may become
Family service: is defined as the service of parts of a soiled with spillages, capital outlay on equipment
course in dishes or flats, placed on the table for customers
to help themselves 13.11 State the advantages and disadvantages of French service.
French service: is defined as the presentation on flats or Advantages: customers help themselves, customers
dishes parts of a course to the customer, seated at the choose portion size
table, allowing the customer to serve themselves Disadvantages: service slow, food cools quickly,
portion control difficult, capital outlay on equipment,
13.2 Identify the kinds of establishments providing different food may be dropped
types of service.
Plate: eg cafteria, armed forces, industrial canteens,
public houses, snack bars, restaurants, fast food outlets,
outdoor catering, school meals, function catering, welfare
catering, private houses
Family: eg school meals, welfare establishments, armed
forces, restaurants, function catering, private houses
French: eg restaurants, outdoor catering, function catering
Practical competences 14.7 List the accompaniments for various beverages and small
The candidate must be able to do the following: items available on bars and tables.
Drinks: eg olives, lemon, cherries, ice
14.1 Take customer orders, without delay, in the Bar/table small food items: eg nuts, olives, mint,
appropriate manner. crackers, crisps
14.2 Provide suitable advice to customers as requested 14.8 Describe the methods of decoration and presentation
regarding selection of products. of drinks.
Decorations: examples
14.3 Comply with all legal aspects relating to the provision of
drinks service. 14.9 Describe the methods of serving the various types of drinks.
Procedures: bottle and draught beers, wine by bottle and
14.4 Serve customer orders according to the appropriate style glass, liqueur wines, spirits, liquors, cocktails, soft drinks
and establishment requirements. Techniques: carrying glasses, loading tray with glasses,
carrying tray with glasses, hygiene aspects
14.5 Comply with all relevant hygiene, health and
safety standards. 14.10 Describe the methods of service of speciality/liqueur coffees.
Coffees: eg Irish, Caf Royale, Calypso coffee
14.6 Serve drinks in the appropriate manner.
Knowledge requirements
Instructors must ensure that candidates are able to:
14.5 Describe the methods and procedures for taking orders for
drinks service.
Types: examples
Techniques: accuracy, obtaining and serving order,
presentation of bill as required
Approximate %
examination
Topic weighting
01 Safety at work 8
02 Hygiene at work 8
03 Security at work 8
04 Personal skills and attributes 8
05 Customer care 8
06 Product knowledge 8
07 Billing and checking procedures 8
08 General pre-service procedures 8
09 Provide a table service 6
10 Provide a silver service 6
11 Provide a counter service 6
12 Provide a carvery or buffet service 6
13 Provide other styles of table service 6
14 Provide a table drinks service 6
Practical competences
The candidate must be able to do the following:
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Practical competences
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Advanced Diploma
01 Safe and hygienic working practices
02 Customer services
03 Planning, organisation and evaluation of work
04 Cash and cash equivalents control
05 Sales development
06 Resources management
07 Provision and training of personnel
08 Cleaning programmes, furnishing and decorative order
09 Guridon and flamb
10 Wine service provision
11 Cocktail service provision
Practical competences 1.3 Identify the causes for breaches of good practice and the
The candidate must be able to do the following: methods of avoiding breaches.
Causes: attitudes, human capabilities, human failings,
1.1 Monitor and maintain the procedures implemented for inadequate information, inadequate training,
dealing with first aid. underestimating risk, mistaken priorities, false
assumptions, language problems
1.2 Monitor and maintain fire prevention measures and fire Methods: building safety first attitudes, planning, setting
fighting equipment. objectives, assessing effectiveness of health and safety
policies, modifying policies and practices as required,
1.3 Deal with breaches of good safety and hygiene reinforcement of legal requirements
practice appropriately.
1.4 Describe methods of safely handling cleaning materials
1.4 Monitor and maintain personal cleanliness and hygiene and equipment in the workplace.
standards of staff under supervision in the work area. Hazard analysis: main types of accident and causes,
methods of accident prevention
1.5 Use and monitor appropriate methods of cleaning and Equipment large and small: safe use and handling,
handling of materials according to establishment and working practices, moving heavy equipment, cleaning
legal requirements. procedures, inspections, maintenance, reporting procedures
Dangerous substances: safe use and handling, types,
1.6 Monitor and maintain relevant health and safety training uses, control procedures, labelling, issuing, authority to
for all personnel in the work area. use, storage requirements, rules
1.7 Maintain appropriate documentation relating to health 1.5 State the essential aspects in the maintenance of personal
and safety. cleanliness and hygiene.
Food poisoning: definition, sources
1.8 Conduct basic on-the-job training, in hygiene and safety, Hygiene regulations: any in force
including fire prevention. Personal hygiene: hands, teeth, hair, cosmetics, clothes
Work hygiene: correct procedures in working methods
Knowledge requirements and operations
Instructors must ensure that candidates are able to: Health: reporting sickness, dressings on wounds
Records: maintaining of records
1.1 State the procedures for dealing with first aid.
Procedures: shock, cuts, electric shock, fractures, burns, 1.6 State the reasons for adopting and maintaining a satisfactory
fainting, poisoning general appearance, and uniform where necessary.
Accident discovery: initial action Appearance: neat, tidy, good general presentation
Emergency services: methods of contacting Health practices: relevant practices
Establishment procedures: basic requirements, examples Protective clothing: uniforms, components, purpose,
Documentation: records methods of wearing
Records: maintaining of records
1.2 Identify fire prevention measures and fire hazards.
Conditions that may cause fires: hazards 1.7 Identify appropriate methods of cleaning, and
Legislation: any government and/or local legislation as it handling materials.
applies to the workplace Materials: safe use, efficient use
Fire prevention: basic measures, establishment Items needing cleaning: all in day to day operation of
procedures, checks food and beverage service
Discovery of fire: types of fire, initial action, follow Schedules: importance of regular cleaning, daily, weekly,
up procedures deep clean, content of schedules
Evacuation: establishment procedures, signs, exits, Methods: methods are matched to items to be
assembly points cleaned, examples
Fire fighting equipment: types related to fires, colour Records: maintaining of records.
coding of extinguishers
Practical competences 2.3 Describe the type of information concerning bar and
The candidate must be able to do the following: restaurant areas that might be provided to customers.
Customer service records: maintenance, products,
2.1 Deal with customers in a polite and professional manner. services, customer feedback
Customer information: selection, previous records,
2.2 Maintain all company procedures for customers enquiries, establishment procedures
complaints and other incidents. Information flow between establishment and
customer: to and from customer, establishing
2.3 Give accurate information concerning the restaurant and customer needs, efficient systems
bar areas to customers.
2.4 Identify the factors involved in the identification of
2.4 Anticipate and identify individual customer needs customer needs.
as appropriate. Customer needs: individual, anticipated
Planning: individual work patterns, workload peaks,
2.5 Maintain compliance with appropriate health and liaison with colleagues, past experiences, past
safety regulations. performance standards
Authority: limitations
2.6 Promote establishment facilities including Competence: staff requirements
acceptable alternatives. Identification of customer needs: unstated
products/services, stated products/services
2.7 Prioritise attention to customer complaints and deal with
other incidents calmly. 2.5 State the factors involved in maintaining health,
hygiene and safety policies/regulations.
2.8 Deal with unexpected situations appropriately. Policies/regulations: those in force
Documentation: accident book, incident book
Knowledge requirements Procedures: complaints
Instructors must ensure that candidates are able to:
2.6 State the factors involved in the promotion of facilities
2.1 Describe the purpose and methods of customer care and within an establishment.
general procedures for dealing with customers. Product knowledge: examples
Purpose and methods: make customers feel Customer expectations: examples
welcome and relaxed, ensure overall profitability Maintaining and increasing sales: examples
of the business, identifying of customer needs, Techniques of positive selling: special promotions
promoting establishment facilities Problems with over-promoting or hard-sell: examples
Procedures: greeting customers, talking to customers,
verbal and non verbal communication, departure 2.7 Describe the factors involved in dealing with customer
procedures, procedures for dealing with lost property complaints and other incidents.
Records to be kept: types Customer problems: accurate identification,
acknowledgement
2.2 Explain typical company procedures for dealing with Information: gathering, analysis, prioritising
customer enquiries, complaints and incidents. Process: problems summarised using information gained,
Types of customer enquiries and procedures for responses designed to alleviate future complaints/problems
dealing with them: confidential, non-confidential, Problem types: availability of products or services,
customer comments quality, organisation, systems, procedures personnel
Types of customer incidents and procedures for Recording systems: types and uses of documentation
dealing with them: difficult, intoxicated, under-age,
barred, company policy
Face to face: approach, keeping calm
Types of customer complaints and procedures for
dealing with them: food, wine, service, amount of bill,
written procedures
Records to be kept: types
Reasons for keeping records: examples
Customer perceptions: accurately identified,
checked, acknowledged
Practical competences 3.7 Describe the factors involved in evaluation and standard
The candidate must be able to do the following: setting for specific responsibilities.
Developing methods of measuring competence
3.1 Plan work schedules for self and others to cause minimum against standards: relating work objectives to staff
inconvenience and hazards to customers and staff. development, identifying gaps in staff knowledge and
skills, suitability of methods, motivation of staff to reach
3.2 Ensure that the service of food and drink can be carried out work objectives
with flexibility as appropriate.
3.8 Describe the key factors involved in giving feedback on
3.3 Contribute to the setting and maintaining of standards, staff performance.
within working constraints. Types of feedback: verbal, written, related to workload
and responsibilities
3.4 Plan work schedules for self and others that make the When given: as required, appraisal reviews, team meetings
maximum use of resources. Recognition of performance and achievement:
praise, warnings, recommendations for promotion,
3.5 Give feedback on work performance, to teams and incentive awards
individuals within given areas of responsibility. Constructive feedback: should be encouraged to
improve performance, regular intervals, appropriate
Knowledge requirements time and place, open discussions
Instructors must ensure that candidates are able to: Use of self analysis: when used, advantages and
disadvantages, examples
3.1 Describe the contributions that can be made to the setting
and updating of work objectives. 3.9 Describe the factors influencing the scheduling of work.
Objectives: financial policy, human resource policy, Factors: different systems, dealing with absenteeism,
marketing policy holiday coverage, dealing with peak periods, rostering
for efficient use of resources
3.2 Describe how work methods and activities can be devised Other considerations: eg safety, labour relations
that are consistent with current management priorities
and objectives.
Available resources: examples
Time constraints: examples
Methods of task allocation: examples
3.5 List the reasons that might occur for any adjustment
to objectives.
Long/short term objectives: examples
Conflict: personal/business interests
Practical competences 4.3 Describe the techniques for taking food and drink orders.
The candidate must be able to do the following: Table: identification of host, presentation of menu and
wine list, knowledge of the suitability of different
4.1 Deal with customers in a polite and helpful manner. beverages in relation to foods, special occasions and
promotions, different methods of recording orders and
4.2 Monitor and maintain the efficient service by staff taking sales for functions, recording details clearly
orders from customers. Bar: giving examples of the suitability of different
beverages in relation to special occasions and promotions,
4.3 Maintain establishment procedures for handling cash, methods of recording orders and sales, distribution of
tokens and vouchers and the recording of payments. copy orders
4.4 Maintain establishment procedures for non-cash 4.4 Describe the procedures for processing and checking
payments and refunds. items to bills.
Methods: establishment procedures, manual, EPOS
4.5 Produce documentation, efficiently, accurately and neatly. Security: checks, bills
4.6 Maintain all procedures, required by the establishment, for 4.5 Describe the procedures for opening and operating a
guaranteeing non-cash payments. payment point.
Procedures: opening, floats, audit and receipt, till rolls,
4.7 Maintain security procedures for handling cash, handover, closing
tokens, vouchers and related documentation, Security: payment point
required by the establishment.
4.6 Describe the procedures involved in handling and
4.8 Investigate operational and transaction difficulties and recording payments.
deal with them promptly and efficiently. Bill preparation: methods, routines
Presentation: techniques
4.9 Identify all irregularities and discrepancies and
investigate promptly. 4.7 Describe the procedures for processing payments.
Cash/foreign currency: handling of cash, foreign
4.10 Secure payment points from unauthorised access. currency rates, giving change and receipts
Cheques: eg personal, travellers cheques, procedures
4.11 Ensure different types of refunds are appropriately for accepting
completed by authorised staff. Credit and debit cards: types of credit cards, types of
charge cards, authorisation codes, floor limits, procedures
4.12 Ensure compliance with all health and safety regulations. for accepting
Knowledge requirements 4.8 Describe the procedures for dealing with refunds.
Instructors must ensure that candidates are able to: Types: examples
Validation: authorisation
4.1 Explain the importance of, and the factors involved in, Documentation: examples
dealing with customers in a polite and helpful manner.
Greeting and talking to customers: examples 4.9 Describe the procedures for dealing with vouchers, tokens
Verbal and non-verbal communication: examples and transfers.
Dealing with customers: enquiries, comments, complaints Types: examples
Handling unexpected situations: credit card limits Methods of handling: examples
exceeded, void cards, returned cheques Other issues: exchange for cash, transfers to guests
accounts, authorisation required
4.2 Describe the different types of checking and billing systems.
Types: duplicate, triplicate, pre-printed, electronic point of 4.10 State the kinds of unexpected situations and describe the
sale (EPOS) procedures for dealing with them.
Situations: errors, voids, invalid cheques, invalid
cheque cards, authorisation refused, suspect fraud,
suspect behaviour
5.2 Implement promotional activities within own area 5.8 Identify any legislation relevant to the planning and
of responsibility. exercise of promotional activities.
Legal: any in force
5.3 Monitor sales development and promotional activities
within own area of responsibility.
Knowledge requirements
Instructors must ensure that candidates are able to:
Practical competences
The candidate must be able to do the following:
Knowledge requirements
Instructors must ensure that candidates are able to:
Practical competences 7.5 Describe the factors that affect staff motivation and morale
The candidate must be able to do the following: and relate to training needs.
Motivation: definition, intrinsic, extrinsic, examples
7.1 Interview, select and recruit operative staff, in own area Morale: definition, examples
of responsibility. Objectives: personal, company, setting
Team development: factors
7.2 Deal with issues related to the legal aspects of contracts Planning: activities
of employment appropriately.
7.6 Describe the factors that affect staff welfare and relate
7.3 Ensure new staff are appropriately inducted. to training.
Interpersonal skills: eg conflicts
7.4 Ensure training, for operative staff, is appropriately Staff development: examples
carried out. Communication: between management and staff
Disciplinary procedures: grievances, reporting,
7.5 Ensure payroll documentation, for staff within own area systems and procedures
of responsibility, is carried out. Counselling: examples
Knowledge requirements
Instructors must ensure that candidates are able to:
8.4 Ensure all problems identified in the monitoring 8.5 Identify the external areas subject to the monitoring of
and inspection process for cleaning are cleaning programmes, decorative standards and furnishings.
appropriately dealt with. Areas: car parks, eating areas, external building and fabric,
information signs, lighting and drainage, other equipment
8.5 Ensure all documentation for monitoring processes
is maintained. 8.6 Describe the factors involved in the maintenance of
external areas.
8.6 Document and report as appropriate recommended How often: daily, weekly, monthly, quarterly, annual
improvements in the decorative and furnishing order By whom: staff, outside specialists, contractors
of the establishment. Areas needing scheduled maintenance: examples
Checklists: types, examples, weekly inspections
8.7 Take appropriate actions to rectify immediate problems Remedial actions to be taken: examples
with furnishings and decoration.
Knowledge requirements
Instructors must ensure that candidates are able to:
9.1 Define the Guridon service. 9.7 Describe the factors involved in buffet and counter service.
Definition: a moveable service table or trolley from which Types: buffet, counter service
food may be carved, filleted, flambd or prepared, then Preparation: tables, room, equipment, utensils, linen
reheated and served Presentation: display of menus, table decorations,
arranging of food and service
9.2 Explain the organisation for the pre and post-service tasks Equipment: preparation of sweet trolley/liqueur trolley,
involved in preparing the restaurant for service. garnishing and final presentation, need for cleanliness and
Tasks: staff briefing, equipment required, equipment eye appeal
condition, utensils, commodities for service, replenishing Portioning and serving: trolleys, counters, buffets,
supplies, arranging tables, laying up tables and sideboards, equipment, techniques
allocating stations, cleaning tables, post service cleaning Replenishing: trolleys, counters, buffets
and related tasks Safety factors: examples
Practical competences 10.4 Describe the appropriate storage, serving and pouring
The candidate must be able to do the following: of wines.
Equipment: equipment and utensils used, ice buckets,
10.1 Deal with customers in a polite and helpful manner without coolers, carafes, decanters, cradles, corkscrews,
unnecessary delay. glassware, service cloths
Storage and service temperatures: red, ros, white
10.2 Provide customer with appropriate information on the (dry, semi-sweet, champagne and sparkling)
selection of wines as required. Presenting: in the bottle, by the glass, cradle, decanter, host
Opening: using corkscrew, champagne and other
10.3 Promote wines by providing the customer with sparkling wines
accurate information. Pouring: identification of host/taster, method of pouring,
remainder of party, amount
10.4 Present and serve wines to the customer in order to meet Key points for pouring: right hand side, label visible,
the customers requirements. range of skills
Refilling glass: procedure, offering, procedure for
10.5 Serve wines at the correct temperature using the empty bottle
appropriate equipment.
10.5 Describe the factors to take into account when organising
10.6 Work in an organised and efficient manner taking account the service of wine.
of priorities and laid down procedures. Mise en place: examples
Temperature: correct temperatures of wines
Knowledge requirements Chilling and warming: establishment procedures
Instructors must ensure that candidates are able to: Orders: priorities
Alternatives: offering, situations
10.1 Explain the factors to be taken into account when dealing Rejects: procedures for unacceptable wine
with customers.
Types of customers: examples
Customer requirements: how to identify
Unexpected situations: procedures, principles
Legislation: any in force
Establishment procedures: taking a wine order
Practical competences 11.4 List and explain the use of equipment required for the
The candidate must be able to do the following: service of cocktails.
Equipment: mixing glasses, cocktail shakers, blenders,
11.1 Deal with customers in a positive and helpful manner liquidisers, strainers, bar and muddler spoons, cutting
at all times. boards, knives, fruit squeezers, ice crusher, scoops, drip trays
Glasses: eg classic V shape, Martini 12 centilitres (cl),
11.2 Promote cocktails to customers at the appropriate time. double cocktail, 17.5-20cl, Paris goblet 22.5cl, old
fashioned glass, highball glass or slim Jim 22.5-35cl,
11.3 Provide accurate information to customers about cocktails champagne flute or saucers, liqueur 6-9cl, brandy balloon
on offer. (alternative measures of volume are acceptable)
11.4 Ensure all equipment is clean, free from damage and 11.5 State and give an explanation for any legal and
suitable for use. establishment rules/requirements for serving cocktails.
Areas: weights and measures, accuracy of descriptions,
11.5 Prepare and serve cocktails according to the customers cocktail measures and recipes
demands and establishment procedures.
11.6 Describe the procedures for promoting and taking
11.6 Serve cocktails in the correct glasses with the orders for cocktails in order to maximise sales and
appropriate accompaniments. customer satisfaction.
Importance of timing: examples
11.7 Complete tasks in an organised and efficient manner Selling: suggested, offering alternatives, repeat orders
taking into account any legal requirements in force. Presenting: personality, presentation, style, eye contact,
customer awareness, product knowledge
Knowledge requirements
Instructors must ensure that candidates are able to:
Approximate %
examination
Topic weighting
All questions
carry equal
weighting
01 Safe and hygienic working practices
02 Customer services
03 Planning, organisation and evaluation
of work
04 Cash and cash equivalents control
05 Sales development
06 Resources management
07 Provision and training of personnel.
08 Cleaning programmes, furnishing and
decorative order
09 Guridon and flamb service
10 Wine service provision
11 Cocktail service provision
Practical competences
The candidate must be able to do the following:
This is to confirm that the candidate has successfully completed the above tasks:
Candidate signature
Instructor signature
Completion date
Practical competences
The candidate must be able to do the following:
This is to confirm that the candidate has successfully completed the above tasks:
Candidate signature
Instructor signature
Completion date
Practical competences
The candidate must be able to do the following:
3.4 Plan work schedules for self and others that make
the maximum use of resources.
This is to confirm that the candidate has successfully completed the above tasks:
Candidate signature
Instructor signature
Completion date
Practical competences
The candidate must be able to do the following:
This is to confirm that the candidate has successfully completed the above tasks:
Candidate signature
Instructor signature
Completion date
Practical competences
The candidate must be able to do the following:
This is to confirm that the candidate has successfully completed the above tasks:
Candidate signature
Instructor signature
Completion date
Practical competences
The candidate must be able to do the following:
This is to confirm that the candidate has successfully completed the above tasks:
Candidate signature
Instructor signature
Completion date
Practical competences
The candidate must be able to do the following:
This is to confirm that the candidate has successfully completed the above tasks:
Candidate signature
Instructor signature
Completion date
Practical competences
The candidate must be able to do the following:
This is to confirm that the candidate has successfully completed the above tasks:
Candidate signature
Instructor signature
Completion date
Practical competences
The candidate must be able to do the following:
This is to confirm that the candidate has successfully completed the above tasks:
Candidate signature
Instructor signature
Completion date
Practical competences
The candidate must be able to do the following:
This is to confirm that the candidate has successfully completed the above tasks:
Candidate signature
Instructor signature
Completion date
Practical competences
The candidate must be able to do the following:
This is to confirm that the candidate has successfully completed the above tasks:
Candidate signature
Instructor signature
Completion date
Two assessment methods are used in the 7066 Food and Beverage Records, results and certification
Service programme written questions and practical assessments. When all the required practical assessments for a specific award
have been achieved, then the result must be sent to City & Guilds.
Practical assessments We suggest that you keep a record of each individuals
Each unit (assessment component) in this programme has one or achievements which may then be transferred to the entry forms.
more practical assessments which are taken from the practical A model is given at the end of this section but you may use any
components that make up the first part of each syllabus section. form of record keeping that is convenient and accessible.
The competence checklists (tick boxes), given at the end of each
unit, serve as the marking criteria for these assessments and Results for practical assessments are entered onto Form S which
should be used to record the outcome of each candidates must be countersigned by the visiting verifier and sent to us.
performance. Local custom and practice is allowed within the
specifications of the range supporting each practical competence Candidates wishing to gain the full award (Certificate, Diploma or
statement. The results of the assessment must be documented Advanced Diploma) must successfully complete all forms of
and available for audit by the visiting verifier. ALL assessments assessment. We recommend that the practical results are sent at
must be successfully completed. the time of, or shortly before, the date of the written examinations.
The assessments may be held at any time agreed by the Visiting verifier
instructor and the candidate so that each candidate has a The operation of this programme requires the appointment of a
personal record of his/her practical assessments. visiting verifier. The visiting verifier must countersign the
results of the practical assessments on Form S. The visiting
The competence checklists in this publication are intended to verifier should also be able to inspect records and candidates
be photocopied. work to verify the results before submission.
Appendix A 85
Certificate in Food and Beverage Service
Candidate assessment record
Candidates name and number
004/07 Pre-service
procedures
004/08 Provide a
table service
004/09 Provide a
beverage service
016/11 Provide a
counter service
024/06 Resources
management
Progressive structure
Achieving maximum potential
All City & Guilds qualifications are part of an integrated,
progressive structure of awards arranged over seven levels,
allowing people to progress from foundation to the highest level
of professional competence. Senior awards, at levels 4 to 7,
recognise outstanding achievement in industry, commerce and
the public services. They offer a progressive vocational, rather
than academic, route to professional qualifications. An indication
of the different levels and their significance is given below.
*Only graduates of the City & Guilds College, Imperial College of Science, Technology and Medicine, are awarded the Associateship (ACGI).
NVQ National Vocational Qualifications
IVQ International Vocational Qualifications
Appendix B 89
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