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Evidence Guide: SITHFAB004A - Provide food and beverage service

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

 

SITHFAB004A - Provide food and beverage service

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

Organise tasks and plan work flow.

  1. Access relevant information and plan and organise work; prioritising, sequencing and monitoring tasks and processes.
  2. Clarify job roles with other team members and delegate tasks to others as appropriate.
  3. Develop and follow a work schedule or plan to maximise efficiency, taking into consideration roles and responsibilities of other team members.
  4. Plan and monitor work flow during service, including own tasks and those of other team members and make adjustments where appropriate.
Access relevant information and plan and organise work; prioritising, sequencing and monitoring tasks and processes.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Clarify job roles with other team members and delegate tasks to others as appropriate.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop and follow a work schedule or plan to maximise efficiency, taking into consideration roles and responsibilities of other team members.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Plan and monitor work flow during service, including own tasks and those of other team members and make adjustments where appropriate.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage the service cycle.

  1. Complete set up and mise en place of restaurant, dining area, function or catering outlet and check and adjust dining environment to ensure comfort and ambience for customers according to service requirements and enterprise procedures.
  2. Welcome customers and offer available pre-meal services according to enterprise procedures.
  3. Escort and seat customers according to table allocation, assisting with seating and providing napkin service according to enterprise procedures.
  4. Present menus and drinks lists to customers and provide information, giving clear explanations and descriptions and answering questions correctly and courteously.
  5. Make recommendations and suggestions to customers to assist them with drink and meal selection, and promote or up-sell products as appropriate.
  6. Take orders and relay to kitchen and bar, providing additional information about any special requests or dietary or cultural requirements where appropriate.
  7. Provide and adjust glassware, serviceware and cutlery suitable for menu choices and according to enterprise procedures.
  8. Monitor flow of service and meal delivery, serving and clearing food, drinks and plates at the appropriate time during service with minimal disruption to customers.
  9. Identify any delays or deficiencies in service or products and address promptly to customer satisfaction and according to enterprise policy and procedures.
  10. Organise and present accounts to customers on request, and process them according to enterprise procedures.
  11. Farewell customers courteously in a manner that will encourage them to return.
  12. Perform close-down procedures after service according to enterprise procedures.
  13. Undertake tasks according to environmental considerations.
Complete set up and mise en place of restaurant, dining area, function or catering outlet and check and adjust dining environment to ensure comfort and ambience for customers according to service requirements and enterprise procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Welcome customers and offer available pre-meal services according to enterprise procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Escort and seat customers according to table allocation, assisting with seating and providing napkin service according to enterprise procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Present menus and drinks lists to customers and provide information, giving clear explanations and descriptions and answering questions correctly and courteously.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make recommendations and suggestions to customers to assist them with drink and meal selection, and promote or up-sell products as appropriate.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Take orders and relay to kitchen and bar, providing additional information about any special requests or dietary or cultural requirements where appropriate.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor flow of service and meal delivery, serving and clearing food, drinks and plates at the appropriate time during service with minimal disruption to customers.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify any delays or deficiencies in service or products and address promptly to customer satisfaction and according to enterprise policy and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Organise and present accounts to customers on request, and process them according to enterprise procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Farewell customers courteously in a manner that will encourage them to return.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Perform close-down procedures after service according to enterprise procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Undertake tasks according to environmental considerations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage relationships with colleagues and customers.

  1. Liaise with kitchen, bar and other waiting staff before, during and after service to maximise communication and flow of information.
  2. Identify clearly any problems and address them promptly and courteously using appropriate communication techniques.
  3. Provide a hospitality experience, according to established protocols and service techniques, enterprise policies and customer expectations.
  4. Provide handover to incoming restaurant colleagues and share relevant information.
  5. Review and evaluate services with colleagues where appropriate, identifying possible improvements and innovations and informing relevant others as appropriate.
Liaise with kitchen, bar and other waiting staff before, during and after service to maximise communication and flow of information.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify clearly any problems and address them promptly and courteously using appropriate communication techniques.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide a hospitality experience, according to established protocols and service techniques, enterprise policies and customer expectations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide handover to incoming restaurant colleagues and share relevant information.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review and evaluate services with colleagues where appropriate, identifying possible improvements and innovations and informing relevant others as appropriate.

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:

ability to provide integrated food and beverage service within a restaurant or dining area according to established systems and procedures

ability to deal with typical issues such as workplace time constraints, late bookings, no-shows, walk-ins and menu changes

ability to meet, greet and interact positively with customers throughout their dining experience

ability to maintain the cleanliness and tidiness of service areas, including dealing with disposables and recyclables

ability to monitor and adjust the service process and work flow to meet customer requirements, appropriate timing and enterprise policies and procedures

compliance with regulatory and legislative requirements

demonstrated health and safety practices.

Context of and specific resources for assessment

Assessment must ensure:

demonstration of skills within a fully equipped operational restaurant or dining area, including industry-current equipment as defined in the Assessment Guidelines, and actual food items and meals

presence of industry-realistic conditions, such as commercial ratios of customers to staff.

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 the restaurant for service, providing service to customers and closing down the restaurant or dining room

direct observation of the candidate undertaking specific tasks, such as dressing or setting tables

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

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:

SITHFAB005A Provide table service of alcoholic beverages

SITHFAB010C Prepare and serve non-alcoholic beverages

SITHFAB011A Develop and update food and beverage knowledge

SITHFAB018A Provide silver service

SITXCOM006A Address protocol requirements

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:

table dressing and setting techniques for different settings, styles and occasions, including restaurants, functions and catering

napkin folding for different settings, styles and occasions, including restaurants, functions and catering

plate clearing and carrying techniques

use of enterprise computerised ordering systems

safe work practices and hygiene issues of specific relevance to food and beverage service

problem-solving skills to deal with under or over-booking situation

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

literacy skills to read menu items and specials and explain them to customers

numeracy skills to calculate and estimate accuracy of customer accounts.

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

ordering and service procedures

ways of dressing and setting tables for a range of different functions, service styles and service periods, including restaurants, functions and catering

typical work flow structure for service within a food and beverage service environment

range and use of standard restaurant equipment

typical food and beverage service styles and types of menus used in different hospitality contexts, including buffet, tray, plate and silver service

typical table and room set-ups for different types of restaurants, functions and catering venues, including furniture, seating and decoration

menus appropriate to the enterprise

legislative and regulatory requirements, including OHS, food safety and responsible service of alcohol

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

correct and environmentally sound disposal methods for food and beverage waste including recyclable glass and plastic bottles and containers.

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.

Relevant information may include:

bookings and reservations

table and seating requirements

customer requests and special requirements

menus, wine lists and specials

staffing availability

job role

station and table allocation.

Set up and mise en place includes:

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

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

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

checking and preparing equipment and materials for service, including:

glassware

crockery

cutlery

linen

condiments

tea and coffee-making facilities

tables and chairs

menus and wine lists

display materials

manual and electronic cash registers

computerised ordering systems

point-of-sale equipment and stationery

table dressing, including:

linen presentation, such as tablecloths, overlays and napkins

paper overlays and napkins

placemats

glassware

serviceware

flatware

floral arrangements.

Dining environment may include:

lighting

room temperature

music

floral and other decorations

privacy

background noise.

Styles of service may include:

set menu (table d'hôte)

à la carte

buffet

function

breakfast.

Pre-meal services available to customers may include:

bar service

lounge and waiting areas

valet services, including cloakroom facilities.

Information provided to customers may include:

menu choices and options

information about food and beverages

specials

information about the location or area

location of customer facilities.

Process accounts will vary according to enterprise procedures and includes the following:

depositing money in cash register, processing and giving change

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

handing account to other person to process.

Close-down procedures may include:

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

disposing of leftover food, disposables and reyclables

storing and preparing equipment for the next service

clearing, cleaning or dismantling work area, furniture and equipment such as coffee machines

setting up for next service, including:

polishing flatware and glassware

storing serviceware, flatware and glassware in allocated storage areas

resetting and dressing tables

general cleaning of restaurant and customer facilities.

Environmental considerations may include:

correct disposal of leftover food, disposables and recyclables such as paper products, toothpicks, bottles, plastics and linen

minimising waste

minimising usage of power and water.