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Elements and Performance Criteria

1. Prepare restaurant for service.
   • Access organisational information and prioritise and sequence tasks for the service period.
   • Complete set up of dining area and mise en place requirements according to style of service and menu options.
   • Check and adjust dining environment to ensure comfort and ambience for customers.
2. Provide food and beverage advice to customers.
   • Welcome customers on arrival and offer available pre-meal services.
   • Allocate tables, seat customers, and provide napkin service.
   • Present food and beverage menus and provide product information.
   • Give clear explanations and descriptions and use correct terminology and pronunciation to describe food and beverage menu options.
   • Answer questions and make recommendations to assist with food and beverage selection.
   • Assist customers with selection of food and beverage matching and promote or upsell products.
   • Take customer orders, verify selection, and operate ordering system according to organisational procedures.
   • Provide and adjust glassware, service-ware and cutlery suitable for food and beverage choices.
3. Serve and clear meals.
   • Monitor flow of service and meal delivery, promptly resolve delays or deficiencies in service, and advise or reassure customers.
   • Collect meals from kitchen and check for accuracy and presentation.
   • Use appropriate techniques to carry and place plates containing meals and serve to the correct person.
   • Check customer satisfaction at the appropriate time.
   • Use appropriate techniques to clear and carry multiple used plates and other service-ware.
   • Clear used items at the appropriate time during service with minimal disruption to customers.
4. Serve and clear alcoholic beverages.
   • Select beverages and check both temperature and presentation prior to serving.
   • Load, carry and unload trays where required, safely and avoiding spillage.
   • Present beverages selected by customers and verify choice.
   • Open and serve beverages correctly, safely and without spillage.
   • Pour beverages as required according to organisational and industry standards.
   • Refill glasses during service, with minimal disruption to customers.
   • Remove used and unused glassware from tables at the appropriate time.
5. Work cooperatively as part of the service team.
   • Liaise with kitchen, bar and other waiting staff before, during and after service to maximise efficient customer service.
   • Complete end of shift duties.
   • Provide handover to incoming restaurant colleagues and share relevant information.
   • Review and evaluate services with colleagues and suggest service improvements.
   • Undertake tasks according to environmental considerations.

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:

prepare for and provide table service of food and beverage over a minimum of 12 service periods

provide full explanations and advice on food and beverage menu options during each service period

interact with and respond to customers during above service periods in a professional manner and in response to demands and requests relating to:

information on beverages and food

location of customer facilities

menu choices and availability

recommendations for food and beverage

specials

demonstrate ability to:

work with speed and efficiency

deal with numerous service and operational tasks simultaneously

work cooperatively as part of the service team to maximise work flow and service efficiency.

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Knowledge Evidence

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

work flow structures for service in food and beverage service environments

roles and responsibilities of a range of food and beverage attendants

meaning of mise en place for food and beverage service and mise en place requirements for service styles specified in the performance evidence and different menu options

organisational procedures to set up a dining venue:

checking and preparing equipment and materials for service

checking dining environment and customer facilities for cleanliness, and preparing and adjusting as appropriate

checking tables and table settings for stability and access for customers and service personnel

setting up furniture according to legislative and organisational requirements, bookings, customer requests, and customer and staff convenience and safety

table dressing

organisational and traditional standards for table settings of glassware, crockery and cutlery

ways of dressing and setting tables for service styles specified in the performance evidence for restaurants and functions

napkin folding styles for different restaurant and function settings and occasions

organisational and traditional dining room set-ups for different types of restaurant and function venues:

furniture

seating

decoration

organisational end of shift duties:

clearing, cleaning or dismantling work area, furniture and equipment

disposing of food waste, disposables and recyclables

general cleaning of service area and customer facilities

removing used items from service area and transferring them to appropriate location for cleaning

setting up for next service:

polishing cutlery and glassware

storing service-ware, flatware and glassware in allocated storage areas

resetting and dressing tables

storing and preparing equipment for next service

food and beverage service styles and types of menus used in different hospitality contexts:

buffet

tray

plate

silver service

comprehensive product knowledge of food and beverage items offered during the service specified in the performance evidence

features and uses of different types of glassware for different beverages

techniques for:

carrying and placing plates containing meals

clearing and carrying multiple used plates and other service-ware

opening and pouring still and sparkling wines and other beverages

features of industry and organisation-specific:

computerised ordering systems

work flow between kitchen and front of house areas

ordering and service procedures

closing procedures for the dining venue

environmental impacts of food and beverage service and minimal impact practices to reduce them, especially those that relate to reusable resources, water and energy use

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

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