provide a link between kitchen and service area

PROVIDE A LINK BETWEEN

KITCHEN AND SERVICE AREA

D1.HBS.CL5.09

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

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


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


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


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


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 you or your table

Slide 24


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


points

In the kitchen you may be required to monitor and attend:

Hot food area (the pass)

Cold larder

(Continued)

Slide 26


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:

Slide 31

• 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

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



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



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


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


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


Finger bowl

Shell bowl

Service cloths and/or napkins

Crockery and/or cutlery

Glasses

Cake stand and 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


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


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


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


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


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


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


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


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


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


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


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


areas

‘Processing’ of cleared items may involve:

Cleaning

Storing

Filling/re-filling bottles, condiments, jugs

Wiping

Waste disposal

Readying items for laundry

Slide 61


areas

Items may be required to be cleared to the following

locations:

Bar

Still room

(Continued)

Slide 62


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


‘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


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


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


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


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


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


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


After cleaning items must be stored to protect from re-

contamination:

Handle cutlery by handles

Handle plates by rims

Handle cups by handles

Store correctly

Store in designated locations

Slide 73


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


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


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


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


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


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


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


colleagues

Display a positive attitude

Show respect for others

Communicate effectively

(Continued)

Slide 84


colleagues

Respond promptly to requests and questions

Perform allocated tasks as and when required

Maintain work area in an appropriate condition

(Continued)

Slide 85


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



‘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



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



Possible reasons for workplace conflict and difficulties:

Pressure of work

Lack of or poor communication

Prejudices

Ineffective working systems/SOPs

(Continued)

Slide 90



Differences in opinions

Differences in beliefs

Misunderstandings

Colleague not doing their job

Staff member feels he/she is being

treated unfairly

Slide 91



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



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



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



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



Explain what you need to resolve the situation

Be prepared to compromise

Be assertive

Be constructive

Exercise patience and tolerance

(Continued)

Slide 96



Decide and agree on action to take

Thank the person

Express a positive sentiment

Slide 97



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



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


‘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 feedback from:

Other runners

Kitchen staff

Wait staff and servers

Management

Guests/customers

Slide 102


Ways to seek feedback:

Ask people for it

Observe others

Ask management for copies of feedback they have

received

Question guests

(Continued)

Slide 103


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


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


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


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


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


and language

Restricting their opportunities

Treating them unfairly, unkindly or differently to others

Ostracising them

Slide 114


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


Demonstrate a positive attitude

Be a professional

Communicate effectively

Respond promptly to questions and requests for help

(Continued)

Slide 116


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


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

provide a link between kitchen and service area

Education