CLEAN AND TIDY BEVERAGE AND FOOD SERVICE AREAS

CLEAN AND TIDY BEVERAGE AND FOOD SERVICE AREAS D 1. HBS. CL 5. 01 Slide 1

Clean and tidy beverage and food service areas This Unit comprises three Elements: � Clean and tidy food and beverage (F&B) service areas � Provide support to staff � Clean & tidy public areas Slide 2

Assessment for this unit may include: � Oral questions � Written questions � Work projects � Workplace observation of practical skills � Practical exercises � Formal report from employer or supervisor Slide 3

Element 1 - Clean and tidy food and beverage service areas Performance criteria for this Element are: � Identify Food and Beverage service areas and equipment that may need to be cleaned � Identify factors that may impact on delivery of cleaning in F & B service areas � Apply cleaning and tidying techniques to identified cleaning needs in beverage service areas (Continued) Slide 4

Clean and tidy food and beverage service areas � Apply cleaning and tidying techniques to identified cleaning needs in food service areas � Identify equipment and items requiring maintenance and report to appropriate person � Identify unusual, suspicious or unruly behaviour and report to appropriate person � Use appropriate interpersonal skills when cleaning and tidying to optimise guest experience Slide 5

Identify F & B service areas and equipment to be cleaned In relation to this Unit your work will include: � Cleaning up spills and breakages � Regular cleaning at scheduled times � Responding to demands of trade � Assisting other staff Slide 6

Identify F & B service areas and equipment to be cleaned Areas requiring cleaning in F & B areas: � Bars � Eating areas � Gaming areas � Function rooms (Continued) Slide 7

Identify F & B service areas and equipment to be cleaned � Entertainment areas � Back-of-house areas � Front-of-house areas � Outside external areas Slide 8

Identify F & B service areas and equipment to be cleaned You may be required to clean ‘support equipment’ such as: � Service and bar counters � Promotional displays � Mirrors and shelving � Racks � Flower displays Slide 9

Identify F & B service areas and equipment to be cleaned Beverage service equipment to be cleaned can include: � External parts of draught beer and post-mix systems � Parts of espresso machines � Glasses and glass washing machines � Service trays and trolleys � Refrigeration and display units Slide 10

Identify F & B service areas and equipment to be cleaned Food service equipment to be cleaned can include : � Service trays and trolleys � Gueridon equipment � Waiter’s stations � Crockery and cutlery Slide 11

Identify factors impacting on delivery of cleaning in F & B areas You must take the following into consideration when cleaning and tidying: � Internal standards � Internal policies and procedures � Need to minimise disruption to guests � Timeliness � Need to consult prior to cleaning Slide 12

Identify factors impacting on delivery of cleaning in F & B areas Internal standards: � Are venue-specific standards for cleaning which specify standards and criteria required for cleaning nominated items � Are not common See handouts and Trainee Manual for examples Slide 13

Identify factors impacting on delivery of cleaning in F and B areas ‘Internal policies’ are developed to: � Provide operational principles � Give guidelines for work � Support standards of the venue Slide 14

Identify factors impacting on delivery of cleaning in F & B areas Venue policies may relate to: � Training required before work � Equipment to be used � Chemicals to use � Safety and Frequency � Cleaning standards Slide 15

Identify factors impacting on delivery of cleaning in F & B areas ‘Internal procedures’: � May be developed by the venue � May be ‘Manufacturer’s Instructions’ – ‘Operator’ or ‘User’ manuals � Provide basis and guidelines for cleaning Slide 16

Identify factors impacting on delivery of cleaning in F & B areas Keys to minimising disruption to guests: � Use common sense � Ask patrons for permission to clean � Apologise for inconvenience or interruption � Work quickly, work quietly � Be prepared to leave and come back to clean � Keep cleaning tolls out of guests’ way Slide 17

Identify factors impacting on delivery of cleaning in F & B areas ‘Timeliness’ refers to: � Adhering to internal cleaning schedules � Implementing food safety cleaning requirements � Responding to requests by patrons � Cleaning up spills when they occur � Using common sense � Following management directives Slide 18

Identify factors impacting on delivery of cleaning in F & B areas ‘Need to consult prior to cleaning’ relates to: � Determining if cleaning can start � Working out if certain things should be cleaned ‘first’ or ‘last’ � Determining if reduced levels of cleaning are necessary (Continued) Slide 19

Identify factors impacting on delivery of cleaning in F & B areas � Identifying if any time constraints apply � Identifying things to be ‘left alone’ � Determining items to be covered during the cleaning process � Finding out about any risks Slide 20

Apply cleaning techniques to beverage service areas Cleaning involves ‘behind the bar’ and customer’s side’ and can include: � ‘Dry’ cleaning activities � ‘Wet’ cleaning activities Slide 21

Apply cleaning techniques to beverage service areas Cleaning and tidying techniques: � Picking up items � Sweeping � Using dust pan and brush � Dusting Slide 22

Apply cleaning techniques to beverage service areas � Dry mopping � Wet mopping � Vacuuming floors (Continued) Slide 23

Apply cleaning techniques to beverage service areas � Vacuuming furniture � Wiping down � Polishing � Washing Slide 24

Apply cleaning techniques to beverage service areas Specific cleaning of areas and items can include: � General cleaning of bar and service areas � Replacing and replenishing � Cleaning drip trays � Cleaning beer fonts and panels (Continued) Slide 25

Apply cleaning techniques to beverage service areas � Cleaning inside and out of refrigeration units � Cleaning bar tops and counters � Cleaning and tidying tables � Cleaning mirrors � Cleaning displays (Continued) Slide 26

Apply cleaning techniques to beverage service areas � Cleaning glass washers � Cleaning ice machines � Cleaning refrigeration cabinets � Cleaning glass chillers (Continued) Slide 27

Apply cleaning techniques to beverage service areas � Cleaning post-mix machines and espresso machines: § Daily cleaning § Weekly cleaning (Continued) Slide 28

Apply cleaning techniques to beverage service areas � Cleaning utensils: § Ice buckets § Jugs, glasses and cocktail shakers § Strainers and cutting boards § Ice scoops § Bar spoons, knives and tongs § Food containers Slide 29

Apply cleaning techniques to beverage service areas Cleaning outside areas can include: � Using a scrubbing machine � Operating a floor machine � Using a motorised sweeper � Using a high-pressure hose Slide 30

Apply cleaning techniques to food service areas Food establishments may use colour-coding to prevent cross-contamination: � Tips or caps on cleaning items: § Red = toilets only § Green = kitchen or food areas only § Blue = general purpose cleaning Slide 31

Apply cleaning techniques to food service areas All items, equipment and surfaces used to prepare, store, service or process food must be: � Cleaned and sanitised: § Between high risk and cooked or ready-to-eat food § After each service session § At least every 4 hours if in constant use Slide 32

Apply cleaning techniques to food service areas You may need to clean and sanitise: � Crockery, cutlery and glassware � General kitchen utensils � Food preparation, storage, display and service equipment � Cooking items � Food containers � Rubbish bins Slide 33

Apply cleaning techniques to food service areas In relation to cleaning and sanitising food areas and items: � Obtain workplace training � Cover exposed food � Wash hands after cleaning and before handling food items � Clean food surfaces (Continued) Slide 34

Apply cleaning techniques to food service areas � Use nominated cloths or paper towels for cleaning your hands, and for spills � Store cleaned items to keep them clean � Clean low risk areas and items before high risk � Do not use food containers for storing or measuring cleaning chemicals (Continued) Slide 35

Apply cleaning techniques to food service areas � Store food and cleaning chemicals separately � Clean up spills straight away � Do not re-use single-use items � Follow requirements of any applicable Food safety Plans Slide 36

Apply cleaning techniques to food service areas Accepted process for washing and sanitising crockery and cutlery: � Remove visible food � Rinse � Wash with detergent � Rinse � Sanitise � Rinse � Air dry Slide 37

Apply cleaning techniques to food service areas Machine washing of crockery and cutlery: � Scrape and rinse � Stack in correct tray or rack � Wash – min. 60 seconds at min. 66°C � Rinse – min. 10 seconds at min. 77°C Slide 38

Apply cleaning techniques to food service areas When using double-bowl sinks to clean and sanitise: � One bowl with water and detergent at 45°C for washing � Second bowl with clean water at min. 77°C � Sanitise by leaving items in second bowl for min. 3 minutes � Have thermometer on hand to test water temperatures � Air dry Slide 39

Identify equipment and items requiring maintenance and report them When cleaning always look for items requiring service or maintenance – faults or problems are usually caused by: � Breakdowns � Damage Slide 40

Identify equipment and items requiring maintenance and report them Items require attention when there are: � Frayed electrical cords and bare wires � Internal mechanical problems � Smoke or burning smells (Continued) Slide 41

Identify equipment and items requiring maintenance and report them � Leaking items � Those with broken handles or accessories � Items which are ‘worn and torn’ � Those which have reached their scheduled time for service or preventative maintenance Slide 42

Identify equipment and items requiring maintenance and report them Problems can be identified by: � Sight � Hearing � Smell � Being told by others Slide 43

Identify equipment and items requiring maintenance and report them When a problem with equipment is identified: � Fix it or � Report it Slide 44

Identify equipment and items requiring maintenance and report them If an item of equipment cannot be fixed: � Stop using it � Take it out of service � Tag it as ‘Out of Service’ � Remove and store it � Report it Slide 45

Identify equipment and items requiring maintenance and report them Report items requiring maintenance to: � Supervisor � Manager � Owner � Maintenance department Slide 46

Identify equipment and items requiring maintenance and report them Ways to report items requiring maintenance: � Verbal report � In writing – form or report Slide 47

Identify unusual, suspicious or unruly behaviour and report it Always be alert to guests whose behaviour is unusual, suspicious or unruly: � Never intervene � Never put your self in harm’s way � Report it Slide 48

Identify unusual, suspicious or unruly behaviour and report it Be alert for the following: � People found in places they should not be � Intoxicated or disorderly people � Loiterers (Continued) Slide 49

Identify unusual, suspicious or unruly behaviour and report it � Barred customers � Under-age people � Known vagrants � Undesirables � Anyone engaging in intimidating or anti-social behaviour � Anyone breaching ‘house rules’ Slide 50

Identify unusual, suspicious or unruly behaviour and report it Keys when reporting unusual, suspicious or unruly behavior are: � Never intervene � Report it quickly � Provide full details Slide 51

Use appropriate interpersonal skills when cleaning and tidying F & B areas Interpersonal skills to apply when cleaning and tidying include: � Greeting guests � Farewelling guests � Providing product knowledge � Providing venue-specific advice and information (Continued) Slide 52

Use appropriate interpersonal skills when cleaning and tidying F & B areas � Selling skills � Assisting guests � Arranging for extra help Slide 53

Use appropriate interpersonal skills when cleaning and tidying F & B areas Applying appropriate interpersonal skills is important to: � Meet guest expectations � Respect guests � Demonstrate customer focus � Encourage repeat business � Optimise guest experience Slide 54

Summary – Element 1 When cleaning and tidying food and beverage service areas: � Ensure you know the areas and items to be cleaned tidied � Learn the internal policies and procedures of the workplace which relate to cleaning and tidying � Observe the need to cause minimum disruption to patrons during cleaning and tidying (Continued) Slide 55

Summary – Element 1 � Consult with other staff prior to cleaning/tidying � Use common sense about what to do and when to do it, or not do it � Follow manufacturer’s instructions when using chemicals and cleaning agents (Continued) Slide 56

Summary – Element 1 � Follow internal directions and SOPs when cleaning items � Realise beverages are regarded as ‘food’ for the purpose of food safety � Use cleaning items, materials and techniques as designated and approved by the venue (Continued) Slide 57

Summary – Element 1 � Be aware of the possibility of faulty equipment when cleaning and tidying and report them � Stay alert to unacceptable people or behaviour and report them if detected � Ensure appropriate interpersonal skills are applied with all guests at all times when undertaking cleaning and tidying duties Slide 58

Element 2 - Provide support to staff Performance Criteria for this Element are: � Deliver assistance to food service staff � Deliver assistance to beverage service staff � Deliver assistance to other staff, as required Slide 59

Deliver assistance to food service staff You may need to help other staff as you work: � Food and beverage waiters � Other staff Staff = ‘Internal guests’ Slide 60

Deliver assistance to food service staff In relation to helping other staff: � Use your initiative � Clarify requests for help � Meet necessary timelines � Do all that is asked – not just part of it � Ask if further help is required Slide 61

Deliver assistance to food service staff Assistance required by food service staff: � Varies between venues and types of outlets � Can depend on the food served � Differs based on service styles: § Buffet § Plated service § Gueridon service § Silver service Slide 62

Deliver assistance to food service staff Assistance to food service staff may include: � Fetching and carrying: § Service wear § Crockery § Cutlery § Service trays (Continued) Slide 63

Deliver assistance to food service staff � Clearing tables of: § Items in excess or no longer required § Items dropped on floor § Used items § Accoutrements (Continued) Slide 64

Deliver assistance to food service staff � Cleaning tables � Emptying ash trays � Re-supplying waiter station and hot boxes (Continued) Slide 65

Deliver assistance to food service staff � Re-setting tables � Providing general busboy duties � Supplying linen (Continued) Slide 66

Deliver assistance to food service staff � Maintaining service trolleys � Washing items needed for immediate re-use � Cleaning spills, accidents and breakages Slide 67

Deliver assistance to beverage service staff Assistance to beverage service staff may include: � Fetching and carrying � Clearing and cleaning tables � Re-supplying stock behind bar (Continued) Slide 68

Deliver assistance to beverage service staff � Monitoring and maintaining floor displays � Re-laying glassware � Servicing trolleys used by beverage service staff (Continued) Slide 69

Deliver assistance to beverage service staff � Removing and washing glasses � Clearing spills, accidents and breakages � Taking drink orders (Continued) Slide 70

Deliver assistance to beverage service staff � Accepting payment � Supplying linen Slide 71

Deliver assistance to other staff as required Assistance may need to be provided to: � Front office � Housekeeping � Kitchen � Banquet � Concierge and bell services � Cellar staff � Cleaners Slide 72

Deliver assistance to other staff as required You may be required to provide general assistance such as: � General help to guests – whatever is needed � Back-filling staff � Providing change � Moving stock � Receiving deliveries into venues or departments Slide 73

Deliver assistance to other staff as required Assistance may involve: � Helping Front Office: § Delivering messages and packages § Paging guests § Assisting arriving and departing guests; individuals and /groups (Continued) Slide 74

Deliver assistance to other staff as required � Assisting Housekeeping: § Fetching and carrying § Re-supplying trolleys § Lifting and moving items § Performing basic cleaning (Continued) Slide 75

Deliver assistance to other staff as required � Providing support for kitchens: § Washing cutlery, crockery, pots and pans § Accepting deliveries § Storing stock § Preparing food § Removing rubbish § Cleaning (Continued) Slide 76

Deliver assistance to other staff as required � Supporting concierge and bell services: § Carrying and collecting guest luggage § Storing and retrieving guest luggage § Providing information § Helping guests on arrival and departure with transport and luggage (Continued) Slide 77

Deliver assistance to other staff as required � Working with Banquet department: § Cleaning § Moving furniture § Setting up activities § Setting tables § Fetching and carrying § Taking down activities (Continued) Slide 78

Deliver assistance to other staff as required � Helping Room Service staff: § Setting up trays and trolleys § Obtaining items ordered by guests § Carrying and transporting § Helping with Room Service § Collecting used items § Cleaning and washing (Continued) Slide 79

Deliver assistance to other staff as required � Helping cellar staff: § Assisting with inwards deliveries § Moving stock § Delivering goods to departments (Continued) Slide 80

Deliver assistance to other staff as required � Supporting cleaning staff: § Spot cleaning § Fetching and carrying § Erecting safety warning signs § Working under direction Slide 81

Summary – Element 2 When providing support to staff: � Adopt the view other staff are ‘internal customers’ � Make sure you determine exactly what they want � Ask questions to clarify requirements (Continued) Slide 82

Summary – Element 2 � Try to anticipate needs and offer help without waiting to be asked � Realise assistance may be needed by food service staff, beverage service staff and other members of staff across the entire venue � Much assistance will require you to undertake ‘fetching and carrying’ work as well as general basic cleaning activities (Continued) Slide 83

Summary – Element 2 � Use your initiative � Treat the need to assist others as a way of learning about the industry and a method of gaining extra skills which will assist in career progression Slide 84

Element 3 - Clean and tidy public areas Performance Criteria for this Element are: � Identify public areas and equipment/items that may need to be cleaned � Identify factors that may impact on delivery of cleaning in public areas � Apply cleaning and tidying techniques to identified needs in public areas (Continued) Slide 85

Element 3 - Clean and tidy public areas � Identify equipment and items requiring maintenance and report them � Identify unusual, suspicious or unruly behaviour and report it � Use appropriate interpersonal skills when cleaning and tidying public areas Slide 86

Identify public areas and equipment and items to be cleaned Areas to be cleaned and tidied may include internal and external areas: � Foyer, lobby, reception � Retail shops � Corridors and hallways � Library � Business centre (Continued) Slide 87

Identify public areas and equipment and items to be cleaned � Car parks � Walkways and paths � Gardens, lawns and fountains � Displays � Poolside areas � Ancillary areas to sporting and recreational areas Slide 88

Identify public areas and equipment and items to be cleaned Equipment and items to be cleaned and tidied in public areas: � Tables and chairs � Service counters � Newspaper racks � Musical instruments � Information and brochure displays (Continued) Slide 89

Identify public areas and equipment and items to be cleaned � Doors � Windows � Plants and planter boxes � Walls and fittings � Telephones � Floors � Toilets Slide 90

Identify factors that may impact on cleaning delivery in public areas When cleaning and tidying public areas: � Follow in-house cleaning schedules � Minimise disruption to guests � Factor in expected level of trade (Continued) Slide 91

Identify factors that may impact on cleaning delivery in public areas � Never jeopardise patron safety � Take noise levels of cleaning activities into account � Allow for maximum of movement for guests � Use appropriate interpersonal skills Slide 92

Apply cleaning and tidying techniques to cleaning needs in public areas Techniques for lobbies, foyers and reception areas: � Spot cleaning � Vacuuming � Sweeping � Mopping � Litter removal � Clearing � Moving items which pose a risk Slide 93

Apply cleaning and tidying techniques to cleaning needs in public areas Activities for cleaning and tidying shops or retail outlets: � Removal of litter � Spot cleaning � Sweeping � Vacuuming � Mopping � Dealing with spills/accidents Slide 94

Apply cleaning/tidying techniques to cleaning needs in public areas Activities for cleaning and tidying outside areas: � Tidying poolside areas � Removing towels � Clearing glasses and other items � Picking up litter (Continued) Slide 95

Apply cleaning and tidying techniques to cleaning needs in public areas � Removing rubbish and debris from car parks and driveways � Sweeping footpaths and similar � Cleaning up spills and breakages � Hosing � Tidying sports and related areas Slide 96

Identify and report equipment and items requiring maintenance You can identify items requiring attention and maintenance in public areas through: � Sense of sight – looking � Sense of listening – hearing � Sense of smell Slide 97

Identify and report equipment and items requiring maintenance When you identify something requiring maintenance: � Fix it, or report it If you cannot fix it: � Turn it off � Stop using it � Report it Slide 98

Identify and report equipment and items requiring maintenance Reporting may be undertaken: � Verbally and or � In writing Slide 99

Identify and report unusual, suspicious or unruly behaviour Be alert to the following when cleaning and tidying public areas: � People who are where they have no right to be � Drunken or disorderly people � Loiterers (Continued) Slide 100

Identify and report unusual, suspicious or unruly behaviour � Barred customers � Unaccompanied minors � Known vagrants and undesirables � Anyone engaging in unacceptable or anti-social behaviour � Anyone breaching ‘house rules’ Slide 101

Identify and report unusual, suspicious or unruly behaviour Also pay attention to: � Screening requirements for guests entering the venue � Unaccompanied items or luggage Slide 102

Identify and report unusual, suspicious or unruly behaviour Keys in reporting unusual, suspicious or unruly behaviour: � Never intervene � Report quickly � Give details – where; how many; what is happening; why you are concerned Slide 103

Use appropriate interpersonal skills when cleaning and tidying public areas Do the following when cleaning and tidying public areas: � Greet and farewell guests � Provide venue and local information � Assist in any way � Arrange for extra assistance Slide 104

Summary – Element 3 When cleaning and tidying public areas: � Make sure you identify the areas and items to be cleaned and tidied � Determine relevant factors which impact on the cleaning and tidying of public areas especially in terms of guest comfort and convenience � Use appropriate techniques to clean and tidy areas and equipment/items (Continued) Slide 105

Summary – Element 3 � Realise guests must take priority over cleaning and tidying � Look for items. furniture and equipment which need to be maintained or serviced while cleaning and tidying areas and items � Use your senses to identify items requiring attention (Continued) Slide 106

Summary – Element 3 � Take immediate action to address items requiring attention – never ignore them � Look for suspicious, unusual or unruly guests while cleaning and tidying � Report any guests who present a concern or a potential issue (Continued) Slide 107

Summary – Element 3 � Be alert to anything indicating a security risk � Apply appropriate interpersonal skills Slide 108