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Evidence Guide: SITHFAB003A - Serve food and beverage to customers

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

SITHFAB003A - Serve food and beverage to customers

What evidence can you provide to prove your understanding of each of the following citeria?

Prepare for service.

  1. Check furniture and fittings for cleanliness and condition prior to service according to enterprise procedures, and take corrective action where required.
  2. Prepare and adjust the environment to ensure comfort and ambience for customers, as appropriate.
  3. Set up any furniture according to enterprise requirements, customer requests and customer and staff convenience and safety.
  4. Check any furniture for stability and customer and service personnel access according to legislative requirements.
  5. Check and prepare equipment for service and remove, clean or replace items not meeting enterprise standards.
  6. Display food and beverage items according to enterprise and legislativerequirements.
Check furniture and fittings for cleanliness and condition prior to service according to enterprise procedures, and take corrective action where required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare and adjust the environment to ensure comfort and ambience for customers, as appropriate.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Set up any furniture according to enterprise requirements, customer requests and customer and staff convenience and safety.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Check any furniture for stability and customer and service personnel access according to legislative requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Check and prepare equipment for service and remove, clean or replace items not meeting enterprise standards.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Display food and beverage items according to enterprise and legislativerequirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Welcome customers.

  1. Greet customers on arrival, according to enterprise customer service standards.
  2. Provide information to customers, giving clear explanations and descriptions.
  3. Make recommendations and suggestions to customers to assist them with drink and meal selection.
  4. Answer customer questions on menu items correctly and courteously.
Greet customers on arrival, according to enterprise customer service standards.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide information to customers, giving clear explanations and descriptions.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make recommendations and suggestions to customers to assist them with drink and meal selection.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Answer customer questions on menu items correctly and courteously.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Take and process orders.

  1. Take and record orders accurately and legibly using the format required by the enterprise, and convey them promptly to the kitchen or bar, where appropriate.
  2. Operate the ordering system according to enterprise procedures.
  3. Relay information about any special requests or dietary or cultural requirements to relevant person where appropriate.
  4. Provide glassware, serviceware and cutlery suitable for menu choice, according to enterprise procedures.
  5. Process accounts and receive payment at appropriate time and according to enterprise procedures.
Take and record orders accurately and legibly using the format required by the enterprise, and convey them promptly to the kitchen or bar, where appropriate.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Operate the ordering system according to enterprise procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Relay information about any special requests or dietary or cultural requirements to relevant person where appropriate.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide glassware, serviceware and cutlery suitable for menu choice, according to enterprise procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Process accounts and receive payment at appropriate time and according to enterprise procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Serve and clear food and drinks.

  1. Collect food and beverage selections promptly from kitchen or bar, check for accuracy and presentation, and convey them to customers safely.
  2. Serve food and beverage courteously and to the correct person, according to enterprise standards and hygiene requirements.
  3. Promptly recognise and follow up any delays or deficiencies in service.
  4. Advise and reassure customers about any delays or problems.
  5. Check customer satisfaction at the appropriate time.
  6. Remove used items in a timely manner and safely transfer them to the appropriate location for cleaning.
  7. Dispose of leftover food and disposables, according to hygiene regulations and enterprise practice.
  8. Dispose of recyclable items according to local regulations and enterprise practice.
  9. Thank and farewell customers courteously.
Collect food and beverage selections promptly from kitchen or bar, check for accuracy and presentation, and convey them to customers safely.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Serve food and beverage courteously and to the correct person, according to enterprise standards and hygiene requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Promptly recognise and follow up any delays or deficiencies in service.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Advise and reassure customers about any delays or problems.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Check customer satisfaction at the appropriate time.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Remove used items in a timely manner and safely transfer them to the appropriate location for cleaning.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Dispose of leftover food and disposables, according to hygiene regulations and enterprise practice.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Dispose of recyclable items according to local regulations and enterprise practice.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Thank and farewell customers courteously.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Close down after service.

  1. Clear, clean, dismantle and store furniture and equipment according to enterprise procedures and safety requirements.
  2. Prepare and set up for next service according to enterprise procedures and requirements.
  3. Review and evaluate services with colleagues where appropriate and identify possible improvements.
  4. Provide handover to incoming colleagues and share relevant information.
Clear, clean, dismantle and store furniture and equipment according to enterprise procedures and safety requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare and set up for next service according to enterprise procedures and requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review and evaluate services with colleagues where appropriate and identify possible improvements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide handover to incoming colleagues and share relevant information.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency

Evidence of the following is essential:

demonstrated ability to serve food and beverage according to established systems and procedures

ability to meet, greet and interact positively with customers

ability to work with speed and efficiency, and within typical workplace time constraints

knowledge of hygiene and OHS requirements and demonstrated safe practices.

Context of and specific resources for assessment

Assessment must ensure:

access to authentic food and drink items

demonstration of skills within normal operating conditions of a commercial food and beverage operation, including industry-current equipment as follows:

tables and chairs

condiments

counter or waiter's station

tea and coffee-making facilities

selected linen

assorted cutlery

menus and drink lists

crockery, including cups, plates and jugs

serviettes

glassware

docket books or computerised ordering system

sugar bowls or dispensers

POS system

industry-realistic ratios of staff to customers

time pressures typical of a commercial operation.

Methods of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

direct observation of the candidate preparing for service, providing service to customers and closing down after service

direct observation of the candidate undertaking specific tasks, such as taking and processing orders, serving food and drink items or clearing tables

written or oral questions to test knowledge of sequence of service, typical problems, menu items and drink selections

review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

SITHFAB010C Prepare and serve non-alcoholic beverages

SITHFAB011A Develop and update food and beverage knowledge

SITXFIN001A Process financial transactions.

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.

Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role.

Required Skills and Knowledge

This section describes the essential skills and knowledge and their level, required for this unit.

The following skills must be assessed as part of this unit:

food and beverage service techniques appropriate to the enterprise, including plate carrying

safe and hygienic work practices in relation to food and beverage service

problem-solving skills to deal with menu changes, lack of availability of items and difficult customer situations

communication skills to liaise with customers and other team members, clarify requirements, provide information and listen to and interpret information and non-verbal communication

technical skills to use enterprise ordering systems and equipment

literacy skills to read menus and orders

numeracy skills to calculate customer accounts.

The following knowledge must be assessed as part of this unit:

typical work flow structure for food and beverage service appropriate to the enterprise

ordering and service procedures

range and use of standard food and beverage equipment

menus and drink lists appropriate to the enterprise

waste minimisation techniques and environmental considerations in relation to food and beverage service.

Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the performance criteria is detailed below.

Styles of service may include:

counter

bistro

table

à la carte.

Environment may include:

lighting

room temperature

music

decorations and displays

privacy

background noise.

Equipment may include:

glassware

crockery

overlays and napkins

placemats

floral arrangements

cutlery

condiments

tea and coffee-making facilities

menus and wine lists

display materials

computerised ordering systems

point-of-sale (POS) equipment.

Legislative requirements may be related to:

liquor, including responsible service of alcohol

OHS

hygiene

consumer protection and trade practices

duty of care.

Information provided to customers may include:

menu choices, options and availability

information about food and beverages

specials

information about the location or area

location of customer facilities.

Processing accounts will vary according to enterprise procedures and may include:

depositing money in cash register, processing and giving change

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

handing account to another person to process.

Set up for next service may include:

polishing glassware

placing equipment in allocated storage areas

resetting tables

cleaning equipment, such as coffee machines and bains marie

general cleaning of surfaces

restocking.