F and B Manager

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Unit 6:

Food and Drinks Service

Unit code:

L/601/0463

QCF Level 3:

BTEC National

Credit value:

10

Guided learning hours: 60
Aim and purpose
The aim of this unit is to enable learners to gain understanding of the importance of the meal experience in food and drink service operations and skills to prepare, provide and review provision of food and drink service.

Unit introduction
This unit introduces learners to basic concepts of food service and to the skills, knowledge and responsibilities required in food service throughout the sector. The knowledge and skills acquired in this unit will prepare learners for a supervisory role in food service businesses. This unit includes only non-alcoholic drinks. Alcoholic drinks are covered in Unit 7: Alcoholic Beverage Service. Learners will explore the factors involved in the meal experience and will have the opportunity to relate issues concerning value, quality, skill levels, satisfaction, service and environment to customer expectations in a variety of operations.

Learners will need to organise the preparation and layout of a food service operation, taking into account various factors such as equipment, staff organisation and particular customer needs. Learners will need to show a professional approach and practical customer service and food service skills. Throughout the unit learners will have the opportunity to develop the skills appropriate to a range of different businesses, such as restaurants, fast food businesses, pub food courts and coffee bars. It is important for learners to appreciate factors essential to customer satisfaction and the result of these needs not being fully met. Learners will need to understand and apply evaluation techniques to food service operations.

Learning outcomes
On completion of this unit a learner should:

1

Understand the importance of the meal experience in food and drink service operations

2

Be able to organise the preparation and layout of a food and drink service operation

3

Be able to provide food and drink service and customer service in a professional, safe and hygienic manner

4

Be able to review food and drink service provision.

Edexcel BTEC Level 3 Nationals specification in Hospitality
– Issue 1 – February 2010 © Edexcel Limited 2010

1

Unit content
1 Understand the importance of the meal experience in food and drink service operations
Meal experience: value for money; quality of product and service; environment; ambience; suitability for purpose; level of customer service; timing
Situations: eating for pleasure or necessity eg business lunch, special occasion, meal with friends, wedding celebration, conference, function, during a shopping trip, in hospital, when travelling

2 Be able to organise the preparation and layout of a food and drink service operation Operation: types eg restaurant, pub, banquet, fast food, food court, coffee bar, transport providers (rail, air, sea)

Preparation and layout: health and safety considerations; checking cleanliness of environment; checking furnishings and equipment; obtaining and preparing equipment; determining layout of environment, the reception, bar area, tables and eating area; menu requirements; staff organisation; briefing; customer needs eg wheelchair access, children; contingency planning

3 Be able to provide food and drink service and customer service in a professional, safe and hygienic manner
Requirements: product knowledge; technical skills; appropriate procedures for operation eg welcoming customer, taking order, confirming choice, serving food and beverages using appropriate method, ensuring payment

Food service: methods eg silver service, plate service, buffet, self-service, assisted service, room service, counter service; suitability of method for different operations; constraints eg cost-effectiveness, customer demand, timescale, staff skills, environment, layout

Drink service: non-alcoholic eg soft...
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