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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Prepare for food and beverage service.
   • Discuss and clarify table and room set-up, menu and style of service where required.
   • Check furniture and fittings for cleanliness, stability and condition prior to the service period.
   • Adjust furniture placement to meet service requirements and allow safe and easy access for service personnel.
   • Prepare and adjust environment to ensure comfort and ambience for customers.
   • Check and prepare equipment for service according to manufacturer instructions, and clean or replace items as required to meet service standards.
   • Prepare and display food and beverage items according to organisational standards.
2. Welcome and advise customers.
   • Greet customers on arrival, according to organisational customer service standards.
   • Provide information regarding food and beverage and facilities to customers, giving clear explanations and descriptions.
   • Answer customer questions on menu items correctly and courteously.
3. Take and process orders.
   • Take and record orders accurately and legibly using the format required by the organisation, and convey them promptly to the kitchen.
   • Operate ordering system according to organisational procedures.
   • Communicate special requests or dietary requirements to kitchen.
   • Provide glassware, service-ware and cutlery suitable for menu choice.
   • Process accounts and receive payment at appropriate time.
4. Serve food and drinks.
   • Promptly recognise and follow-up delays or deficiencies in service.
   • Collect food and beverage selections from kitchen and check for accuracy and presentation.
   • Use appropriate techniques to carry and place plates containing meals and serve to correct person.
   • Advise and reassure customers about delays or problems.
   • Check customer satisfaction at the appropriate time.
5. Clear food and drinks.
   • Use appropriate techniques to clear and carry multiple used plates and other service-ware.
   • Remove used items in a timely manner and safely transfer them to the appropriate location for cleaning.
   • Safely dispose of food waste, disposables and recyclable items to minimise negative environmental impacts.
6. Complete end of shift duties.
   • Follow end of shift procedures.
   • Provide customer feedback to relevant colleagues, supervisors or managers.
   • Provide handover to incoming colleagues and share relevant information.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

provide effective food and beverage service during five different service periods, including at least one peak period

demonstrate effective use of techniques for:

service style appropriate to organisation

carrying and placing plates containing meals

clearing and carrying multiple used plates and other service-ware

processing customer accounts as required

demonstrate procedures for:

table and room set-up

end of shift activities

interact with and positively respond to diverse demands and requests by multiple customers during above service periods

perform above service within realistic commercial timeframes.

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Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

specific organisation food and beverage features:

workflow structure for food and beverage service

ordering systems and procedures

workflow between kitchen and front of house areas

service procedures

set up procedures

end of shift procedures for:

clearing, cleaning and dismantling furniture

cleaning equipment

participating in debriefing sessions and quality service reviews

placing equipment and furniture in allocated storage areas

preparing for next service period

common styles of food and beverage service:

bar

bistro

café

counter

espresso coffee bar

plate service

table

techniques for:

carrying and placing plates containing meals

clearing and carrying multiple used plates and other service-ware

key features of food and beverage items on the menu

common organisational procedures used when processing accounts:

depositing money in cash register, processing and giving change

handing account to another person to process

processing credit cards or electronic funds transfer at point of sale (EFTPOS) using:

electronic point of sale (POS) system with touchscreen or PALM order pad

EFTPOS equipment

correct and environmentally sound disposal methods for food and beverage waste.

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