PROVIDE A LINK BETWEEN KITCHEN AND SERVICE AREA

PROVIDE A LINK BETWEEN KITCHEN AND SERVICE AREA D 1. HBS. CL 5. 09 Slide 1

Provide a link between kitchen and service area This Unit comprises three Elements: � Liaise between kitchen and service areas � Clean and clear food service areas � Maintain effective relationships with colleagues 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

Liaise between kitchen and service areas Performance Criteria for this Element are: � Relay information in a clear and concise manner using appropriate communication techniques � Monitor and attend kitchen service points to ensure prompt pick up of food � Check food in accordance with enterprise procedures (Continued) Slide 4

Liaise between kitchen and service areas � Transfer food to the appropriate service points in accordance with enterprise procedures � Advise appropriate colleagues on readiness of items for service � Identify additional items required from the kitchen by monitoring service areas and consulting with other service colleagues � Make requests to kitchen staff based on identified needs Slide 5

Relay information This unit: � Deals with the skills and knowledge required to provide a link between the kitchen and service areas in a hospitality setting � Addresses requirements where those who take food orders and serve food to guests are supported by others � The role of staff for this unit is one of ‘bus boy’ or ‘food runner’ Slide 6

Relay information Information which may need to be relayed from service areas to the kitchen may include: � General food order information: § Table number § Number of guests (‘pax’) § Dishes orders § Name and number of waiter or your name (Continued) Slide 7

Relay information � � Guest requests: § Timing of dishes § Special requests to cater for health, dietary, religious or cultural requirements § Personal preferences for meals and dishes – amendments to standard menu items to meet individual guest tastes or preferences Additional or ‘side orders’ (Continued) Slide 8

Relay information � Complaints from guests � Requests for extra items � Questions from waiters about when food will be ready � Questions from guests about menu items Slide 9

Relay information Information which may need to be relayed from the kitchen to wait staff or service areas may include: � Advice regarding timing of food which has been ordered � Notification about availability of food � Requests for wait staff to take certain action � Request for clarification of orders placed (Continued) Slide 10

Relay information � Notification certain special requests, needs or preferences cannot be accommodated � Request for crockery and cutlery to be returned � Responses to guest questions or requests for information Slide 11

Relay information When liaising between kitchen and service areas you may need to interact with: � Chefs and cooks � Dishwashing staff � Stillroom staff � Cleaners (Continued) Slide 12

Relay information � Food waiters (‘wait staff’ and/or servers) � Servers � Beverage/drink waiters � Dining room/area supervisor, manager or owner Slide 13

Relay information Proper and effective communication techniques when relaying information: � Use most appropriate method of communication for the required context or situation � Write clearly � Use questions to capture more detail and information � Pay attention (Continued) Slide 14

Relay information � Never interrupt � Ask more questions to clarify whatever is unclear � Do not guess at what people want or want to say � Repeat information back to confirm (Continued) Slide 15

Relay information � Speak slowly and clearly � Be concise � Use appropriate language and terminology Slide 16

Relay information When relaying information to kitchen: � Realise the kitchen is busy � Get their attention first � Highlight special requests � Speak clearly and describe what is need/the information � Get confirmation of what has been said or of what the order is Slide 17

Relay information When relaying information to wait staff/service points: � Never interrupt a waiter � Speak to wait staff/servers away from guests/customers � Be prepared to use hand signals (Continued) Slide 18

Relay information � Be prepared for instruction or direction when you have relayed your information � Be brief but comprehensive � Give staff options where possible, if you or the kitchen cannot meet their stated requests or requirements Slide 19

Monitor and attend kitchen service points Monitoring and attending kitchen service points includes: � Collecting meals � Clearing away used and unwanted items � Cleaning food areas and items � Maintaining food service areas (Continued) Slide 20

Monitor and attend kitchen service points � Performing necessary food-related jobs as required by trade and other staff require: § Obtaining foodstuffs or ingredients § Dishwashing § Performing basic food preparation tasks § Setting up plates and trays (Continued) Slide 21

Monitor and attend kitchen service points � Observing what is happening to predict what needs to be done � Being available to help � Being alert and using your initiative � Being a visible presence � Paying extra attention to the kitchen once an order has been placed Slide 22

Monitor and attend kitchen service points You may be notified your food is ready for collection by kitchen staff: � Ringing a bell � Calling your name � Calling a table number � Calling a name and a table number Slide 23

Monitor and attend kitchen service points When collecting meals, dishes and menu items it is EXTREMELY IMPORTANT to: � NEVER just take a meal which is the type of meal or dish you may have ordered. It may be the same dish but for a different table � Always check that the dishes are for your table Slide 24

Monitor and attend kitchen service points It is important you pick food up promptly from the kitchen as this will: � Enhance service delivery to guests � Create space for the next meals � Increase chance of food being presented at its best � Enable better integration of beverage service with food � Reduce likelihood of contamination Slide 25

Monitor and attend kitchen service points In the kitchen you may be required to monitor and attend: � Hot food area (the pass) � Cold larder (Continued) Slide 26

Monitor and attend kitchen service points � Waiting stations – or ‘rest’ � Hot box � Buffet areas � Room service areas Slide 27

Check food Enterprise requirements when checking food prior to leaving the kitchen: � Size of meals � Placement of items on the plate � Use of required silverware for each dish � Service of sauces Slide 28

Check food Additional checks must include: � The right meal has been prepared � All service plates are clean and presentable � Quality of all items presented and plated for service (Continued) Slide 29

Check food � Appearance of the dishes is correct, acceptable and uniform � Special guest requests have been met, as ordered � Double-check the meals are for you and your table Slide 30

Check food Serviceware also needs to be checked. This could include: • Plates • Bowls • Platters • Cake stands • Tongs • Service gear • Carving forks • Glassware • Oven-to-tableware • Lids and covers • Cake lifters • Condiment containers • Cutlery • Tureens • Sizzle plates • Ramekins • Coupes • Boards • Pots and jugs • Sugar bowls • Bread baskets Slide 31

Check food Checks to make of serviceware: � Clean � Free of cracks, chips and damage � Suitable for the dish being served � Sufficient in number � Safe to use Slide 32

Transfer food Hygiene rules when transferring food: � Do not touch food with bare hands � Avoid scratching self when carrying food, plates, trays � Keep long hair tied back � Wash hands before carrying plates or food � Do not sneeze or cough on to plates or cutlery Slide 33

Transfer food You may carry dishes to service points: � By hand � Using a tray Slide 34

Transfer food Rules to follow when carrying food to service points: � Give way to guests � Give way to waiters � Look before you walk � Remember guests can see you � Walk at moderate pace � Carry food carefully to maintain its ‘on plate’ appearance (Continued) Slide 35

Transfer food � Not letting people touch the food � Protect food from contamination � Take the right order to the correct service point � Take care � Apply same rules to returning items to kitchen � Catch waiter’s eye when you enter service area or deposit food at waiter’s station Slide 36

Transfer food When carrying plates to service points you may: � Hand plates to waiter � Place plates on waiter’s station � Putting food in hot boxes � State the name of the dish you are giving to waiter Slide 37

Transfer food When unloading trays at service points: � Maintain eye appeal of dishes � Avoid spillage and spoilage � Facilitate access by waiter � Keep noise at minimum � Do not interrupt waiter � Be unobtrusive � Maintain food safety Slide 38

Advise appropriate colleagues on readiness of items for service It is important to advise waiters regarding readiness of food for the following reasons: � Allows wait staff/servers to plan their work � Facilitates integration of beverage service with food service � Enable wait staff time to prepare the table Slide 39

Advise appropriate colleagues on readiness of items for service Notifying wait staff/servers involves: � Entering the service area � Speaking to wait staff or server � Verifying the food is yours � Considering hand signals as an alternative to verbal notification � Giving ‘sufficient’ warning (Continued) Slide 40

Advise appropriate colleagues on readiness of items for service � Communicating any other relevant issues/information: § Delays § Dishes no longer available § Items running low § Clarification of orders § Special requests § Other service issues Slide 41

Identify additional items required Need to identify additional items required: � Enhance service � Increase guest satisfaction � Support colleagues � Increase efficiency � Demonstrate guest focus � Show you are concentrating Slide 42

Identify additional items required Ways to identify additional items required: � Speak to wait staff/servers � Be alert to requests � Observe service area � Use experience, common sense and industry knowledge Slide 43

Identify additional items required There is no limit to the ‘additional items’ which may be required, for example: � Extra condiments and/or sauces � Extra side orders � Extra butter and/or bread rolls � Dressing � Sugar and/or milk and/or lemon Slide 44

Identify additional items required � Finger bowl � Shell bowl � Service cloths and/or napkins � Crockery and/or cutlery � Glasses � Cake stand server Slide 45

Make requests to kitchen staff You may be required to make requests relating to: � Speed of service � Variations to menu items � Variations to serve size � Request for information Slide 46

Make requests to kitchen staff Keys to making requests of kitchen staff are: � Know exactly what you want to find out � Ask the right person � Be prompt � Get the person’s attention before asking them (Continued) Slide 47

Make requests to kitchen staff � Speak in a clear voice directly to the person � Listen to the answers � Ask follow-up questions if necessary � Thank the person for their help Slide 48

Make requests to kitchen staff It is important to pass on information from kitchen to wait staff/servers: � Respond promptly � Provide detail � Speak to them away from guests � Get their attention � Be prepared for them to ask you more questions � Ask if they have other questions or requests Slide 49

Summary – Element 1 When liaising between kitchen and service areas: � Learn the relevant house standards and procedures � Use common sense � Be prepared to ask questions and clarify unclear issues � Be alert and aware of your surroundings and what is happening (Continued) Slide 50

Summary – Element 1 � Communicate all information/details accurately, promptly and comprehensively � Constantly observe what is happening around you � Monitor readiness of food for service � Check all food/plated items to ensure it is correct (Continued) Slide 51

Summary – Element 1 � Ask the kitchen to rectify incorrect dishes before they are transferred to service points � Take care when carrying plates and trays of food � Make sure all supporting serviceware is provided for dishes taken to wait staff/servers � Be proactive in communicating with wait staff/servers � Support the work of all service staff � Be willing to make eye contact with wait staff and servers when entering the service area Slide 52

Clean and clear food service areas Performance Criteria for this Element are: � Remove used items from service areas and safely transfer to the appropriate location for cleaning � Handle food scraps in accordance with hygiene regulations and enterprise standards � Clean and store equipment in accordance with hygiene regulations and enterprise procedures Slide 53

Remove used items from service areas ‘Clearing’: � Taking items from service area to kitchen � Wait staff also ‘clear’ tables Slide 54

Remove used items from service areas Clearing from the service area is important because it: � Eliminates clutter at service points/waiter stations � Enhances appearance at service point � Makes room for off-loading next dishes � Returns dirty dishes for cleaning and re-use � Provides opportunity to talk to wait staff/servers Slide 55

Remove used items from service areas When clearing: � Try to communicate with wait staff/servers � Try to bring something back � Keep noise down � Ensure waiter’s station is clear before taking food to it (Continued) Slide 56

Remove used items from service areas � Walk at safe pace � Load tray in a safe and structured way: § Scrape plates § Remove cutlery § Balance load/tray § Do not stack too high § Do not overload Slide 57

Remove used items from service areas Items which will need to be cleared from service points or areas to the kitchen will include: � Used items � Items no longer required by waiters/servers or guests Slide 58

Remove used items from service areas You will often be expected to assist beverage service staff with clearing which can include: � Carrying empty glasses to bar or kitchen � Removing empty bottles and cans to bar or kitchen � A tray is usually used to carry or remove glasses and empty bottles and cans Slide 59

Remove used items from service areas Clearing items: � Must accord with venue Standard Operating Procedures (SOPs) � May be done by hand � Usually requires use of a tray to clear items Slide 60

Remove used items from service areas ‘Processing’ of cleared items may involve: � Cleaning � Storing � Filling/re-filling bottles, condiments, jugs � Wiping � Waste disposal � Readying items for laundry Slide 61

Remove used items from service areas Items may be required to be cleared to the following locations: � Bar � Still room (Continued) Slide 62

Remove used items from service areas � Silver room � Store room � Dishwashing area Slide 63

Handle food scraps correctly ‘Plate waste’: � � Anything served to guests and returned from them: § Food which has been partially eaten § Food on plates which appears as if it has not been touched § Garnishes § Left-over drinks All plate waste must be thrown out Slide 64

Handle food scraps correctly ‘Single use’ items: � Cannot be reused – they must be thrown out after use � Examples include: § � Straws, paper napkins, plastic cutlery, take away containers, PC packs Unused or undamaged PC packs can be reused and are fit for service again Slide 65

Handle food scraps correctly Safe practices relating to external bins/rubbish include: � Bins must have tight-fitting lids � Lids must be closed when bins are not being used � Must be ‘sufficient’ bins � Bins must be kept clean � Hands must be washed after handling rubbish and before handling food/food items Slide 66

Handle food scraps correctly Enterprise procedures for handling food scraps: � Plate waste to be scraped into bins at dishwashing area � Internal food waste bins to be fitted with a bin liner � No food scraps to be taken off the premises � External rubbish contractor may be required to empty external bins � No scraps to be left inside the venue overnight or between shifts Slide 67

Clean and store equipment ‘Clean’: � Free from visible contamination (and odour) ‘Sanitised’: � Free from bacteria/germs, or where germs have been reduced to a safe level � Sanitising can be achieved through hot water, steam or a chemical Slide 68

Clean and store equipment All items must be cleaned and sanitised after each use: � Using detergent and sanitiser � To retain safety of items – that is, to prevent transfer of germs between people � Cannot re-use an item until it has been cleaned and sanitised Slide 69

Clean and store equipment General procedure for washing and sanitising items: � Remove visible food debris � Rinse with warm water � Wash using a detergent � Rinse again � Apply sanitiser (chemical) � Rinse � Allow to air dry Slide 70

Clean and store equipment Machine dishwashing requirements: � Scrape and rinse items first � Stack into correct trays � Wash – minimum 60 seconds @ 66°C to 71°C � Rinse – minimum 10 seconds @ minimum 77°C � Follow any specific house rules Slide 71

Clean and store equipment Washing items using double-bowl sink is acceptable providing: � One bowl has water at minimum 45°C � Second bowl has clean water at minimum 77°C � Sanitising means soaking items for minimum 3 minutes � Thermometer must be available � Items should be air-dried � Chemicals must be used according to manufacturer’s instructions Slide 72

Clean and store equipment After cleaning items must be stored to protect from recontamination: � Handle cutlery by handles � Handle plates by rims � Handle cups by handles � Store correctly � Store in designated locations Slide 73

Summary – Element 2 When cleaning and clearing food service areas: � Clear items from service areas on a regular basis � Communicate with wait staff/servers when clearing � Try never to return to the kitchen empty-handed � Make sure there is room to set down/unload food before transferring it from kitchen to service areas (Continued) Slide 74

Summary – Element 2 � Follow house protocols for clearing items – use a tray or carry items in your hands � Stack trays carefully before clearing � Be prepared to assist beverage waiters when clearing food items � Clear items to their designated location (Continued) Slide 75

Summary – Element 2 � Process items as required � Never re-use plate waste � Never re-use single use items � Deal with food scraps in a hygienic manner (Continued) Slide 76

Summary – Element 2 � Wash hands after handling rubbish or cleaning agents � Follow all house procedures, policies and protocols � Understand difference between ‘clean’ and ‘sanitised’ � Make sure crockery and cutlery is washed, cleaned and sanitised between every use � Store cleaned or sanitised items to protect them re-contamination Slide 77

Maintain effective relationships with colleagues Performance Criteria for this Element are : � Meet needs and expectations of colleagues in accordance with organisation standards, policies and procedures and within acceptable timeframes � Assist to resolve workplace conflict and manage difficulties to achieve positive outcomes (Continued) Slide 78

Maintain effective relationships with colleagues � Seek informal feedback to identify and implement improvements to products, services, processes or outcomes for colleagues � Handle complaints positively, sensitively and politely in consultation with the person/s making the complaint � Use non-discriminatory attitudes and language consistently when interacting with staff and management Slide 79

Meet needs and expectations of colleagues You must work as part of a team and meet the needs and requirements of colleagues to: � Help them do their job � Demonstrate commitment � Provide best level of service to guests � Complete work others need you to do (Continued) Slide 80

Meet needs and expectations of colleagues � Implement and maintain house standards and criteria � Help venue meet guest expectations � Optimise efficiency � Prove you are doing your job When helping colleagues you are NOT doing them a favour – it is what you are paid to do. Slide 81

Meet needs and expectations of colleagues Needs and expectations come from: � Management � Colleagues, co-workers and other staff � Guests Needs and expectations can be expected to: � Change between people � Alter between venues/service areas � Vary over time Slide 82

Meet needs and expectations of colleagues Colleague expectations can include that you: � Attend for work when rostered to do so � Maintain a professional appearance � Maintain appropriate personal hygiene (Continued) Slide 83

Meet needs and expectations of colleagues � Display a positive attitude � Show respect for others � Communicate effectively (Continued) Slide 84

Meet needs and expectations of colleagues � Respond promptly to requests and questions � Perform allocated tasks as and when required � Maintain work area in an appropriate condition (Continued) Slide 85

Meet needs and expectations of colleagues � Accommodate unscheduled tasks � Comply with all internal and external workplace requirements � Respond to issues and circumstances � Participate in designated workplace activities Slide 86

Assist to resolve workplace conflict and manage difficulties Workplace conflict must be addressed and managed in order to: � Stop small problems growing into big ones � Maintain a positive workplace � Reduce absenteeism and staff turnover � Comply with legal and ethical requirements Slide 87

Assist to resolve workplace conflict and manage difficulties ‘Conflict’ and ‘difficulties’ can arise with colleagues or customers/guests, one-to-one or in a group context: � Conflict = a state of opposition between people � ‘Conflict’ is worse than a ‘difficulty’ � Difficulties reduce service levels � Difficulties can grow into conflict Slide 88

Assist to resolve workplace conflict and manage difficulties You need to serve: � External customers: § � Guests, customers, patrons Internal customers: § Colleagues, co-workers, other staff If you are not serving an external customer you should be serving someone who is. Slide 89

Assist to resolve workplace conflict and manage difficulties Possible reasons for workplace conflict and difficulties: � Pressure of work � Lack of or poor communication � Prejudices � Ineffective working systems/SOPs (Continued) Slide 90

Assist to resolve workplace conflict and manage difficulties � Differences in opinions � Differences in beliefs � Misunderstandings � Colleague not doing their job � Staff member feels he/she is being treated unfairly Slide 91

Assist to resolve workplace conflict and manage difficulties Warning signs of problems with a co-worker: � They avoid verbal contact and/or physical proximity � They display negative facial expressions � They make rude remarks and/or gestures (Continued) Slide 92

Assist to resolve workplace conflict and manage difficulties To address workplace conflict and difficulties: � Never ignore a problem � Address issues promptly � Plan: § What to say § When you will raise/address the issue § Where you will talk (Continued) Slide 93

Assist to resolve workplace conflict and manage difficulties � Determine what you want to achieve � Identify SPECIFIC examples you will use or refer to when you talk to the other person � Ask the colleague to meet with you to discuss the issue, problem, difficulty or conflict (Continued) Slide 94

Assist to resolve workplace conflict and manage difficulties � Meet with the person: § Thank them § Explain reason for meeting § Define and describe the situation § Explain how the issue is impacting you § Listen to response of the other person (Continued) Slide 95

Assist to resolve workplace conflict and manage difficulties § Explain what you need to resolve the situation § Be prepared to compromise § Be assertive § Be constructive § Exercise patience and tolerance (Continued) Slide 96

Assist to resolve workplace conflict and manage difficulties § Decide and agree on action to take § Thank the person § Express a positive sentiment Slide 97

Assist to resolve workplace conflict and manage difficulties Positive outcomes to strive for when resolving/addressing workplace conflict and difficulties include: � More co-operation � A more pleasant work environment � Lower stress levels � Less workplace conflict/difficulties (Continued) Slide 98

Assist to resolve workplace conflict and manage difficulties � Higher standards of service � Less mistakes � Fewer negative comments � Less complaints � More positive feedback Slide 99

Seek informal feedback Workplace feedback is vital for the following reasons: � It identifies things which need improvement � It gives you the benefit of knowing what others think � It forms the basis for action � It gives diversity of opinion � It shows you are a team player � It generates positive and negative comment Slide 100

Seek informal feedback ‘ 360° feedback’: � Recognised as being most/very effective � Provides feedback from a wide variety of different people from a wide range of ‘angles’ � Requires you to be proactive in seeking out the feedback Slide 101

Seek informal feedback Seek feedback from: � Other runners � Kitchen staff � Wait staff and servers � Management � Guests/customers Slide 102

Seek informal feedback Ways to seek feedback: � Ask people for it � Observe others � Ask management for copies of feedback they have received � Question guests (Continued) Slide 103

Seek informal feedback � Engaging in chance discussions � Participating in critical incident reviews � Taking part in coaching and mentoring activities � Raising guest feedback as a topic at staff meetings Slide 104

Seek informal feedback Feedback can be used to make many workplace improvements in terms of: � Safety � Speed of service � Quality service delivery � Savings � More customer/guest focus Slide 105

Handle complaints You will receive: � � Positive feedback: § Accept it – never dismiss it § Thank the person Negative feedback: § See it as an opportunity to improve § Do not dwell on it § Do not get angry or upset Slide 106

Handle complaints Keys to dealing with complaints: � Thank the person � Listen carefully � Ask questions � Be polite (Continued) Slide 107

Handle complaints � Determine if complaint is legitimate or not � Remain positive � Be sensitive � Be prepared to apologise (Continued) Slide 108

Handle complaints � Take responsibility for fixing the problem � Gain agreement what you intend doing will fix the problem � Implement the agreed action � Follow-up Slide 109

Use non-discriminatory attitudes and language Standard workplace requirements: � Avoid racist language � Avoid sex/gender-specific language � Do not infer competency or ability from the way people look � Never make assumptions based on disabilities (Continued) Slide 110

Use non-discriminatory attitudes and language � Do not stereotype people � Avoid using discriminatory language regarding people with disabilities � Do not make ageist statements � Get to know people from diverse backgrounds to learn about them (Continued) Slide 111

Use non-discriminatory attitudes and language � Attend ‘cultural diversity’ training � Be quick to apologise if you give unintended offence � Never victimise anyone on the basis of their personal characteristics – age, gender, impairment, job role, marital status, parental status, career status, physical features, political belief, race Slide 112

Use non-discriminatory attitudes and language ‘Victimisation’ = treating someone differently based on their characteristics. Victimisation can include: � Verbal taunts � Inappropriate gestures � Not helping them � Not sharing information with them (Continued) Slide 113

Use non-discriminatory attitudes and language � Restricting their opportunities � Treating them unfairly, unkindly or differently to others � Ostracising them Slide 114

Summary – Element 3 When maintaining effective relationships with colleagues: � Identify the needs and expectations your co-workers have of you and your role/position � Strive to help and support others – internal and external customers � Arrive for work early � Show respect for others (Continued) Slide 115

Summary – Element 3 � Demonstrate a positive attitude � Be a professional � Communicate effectively � Respond promptly to questions and requests for help (Continued) Slide 116

Summary – Element 3 � Keep your work area clean and tidy � Never take the credit for work someone else did � Be part of the team � Be proactive in identifying and resolving workplace conflict and complaints (Continued) Slide 117

Summary – Element 3 � Seek positive outcomes to conflict and complaints � Be proactive in seeking feedback about your performance � Strive to be non-discriminatory in everything you do and/or say in the workplace Slide 118