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F&B Observation Standards

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Unit 1: Maintenance of a Safe, Hygienic and Secure Working Environment
1.1 Wear clean, smart and appropriate clothing, footwear and headgear
1.2 Keep hair neat and tidy and wear it in line with organisational standards
1.3 Make sure any jewellery, perfume and cosmetics worn are in line with organisational standards
1.4 Get any cuts, grazes and wounds treated by the appropriate person
1.5 Report illness and infections promptly to the appropriate person
3.1 Identify any hazards or potential hazards and deal with these correctly
3.2 Report any accidents or near accidents quickly and accurately to the proper person
3.3 Follow health, hygiene and safety procedures during work
3.4 Practise emergency procedures correctly
3.5 Follow organisational security procedures

Unit 2: Working Effectively as Part of a Hospitality Team
1.1 Make sure the requirements of the work are understood
1.2 Ask questions if the requirements of the work are not clear
1.3 Accurately follow instructions
1.4 Plan work and prioritise tasks in order of importance
1.5 Keep everything needed for the work organised and available
1.6 Keep work areas clean and tidy
1.7 Keep waste to a minimum
1.8 Ask for help from the relevant person if it is needed
1.9 Provide work on time and as agreed
2.1 Give team members help when they ask for it
2.2 Ensure the help given to team members is within the limits of own job role
2.3 Ensure the help given to team members does not prevent own work being completed on time
2.4 Pass on important information to team members as soon as possible
2.5 Maintain good working relationships with team members
2.6 Report any problems with working relationships to the relevant person
2.7 Communicate clearly and effectively with team members
3.1 Seek feedback on own work and deal with this feedback positively
3.2 Identify with the relevant person aspects of own work which are up to standard and areas that could be improved
3.3 Agree what has to be done to improve their work
3.4 Agree a learning plan with the relevant person
3.5 Seek opportunities to review and develop learning plan
Unit 3: Give Customers a Positive Impression of Yourself and Your Organisation
1.1 Meet their organisation’s standards of appearance and behaviour
1.2 Greet their customer respectfully and in a friendly manner
1.3 Communicate with their customer in a way that makes them feel valued and respected
1.4 Identify and confirm their customer’s expectations
1.5 Treat their customer courteously and helpfully at all times
1.6 Keep their customer informed and reassured
1.7 Adapt their behaviour to respond to different customer behaviour
2.1 Respond promptly to a customer seeking help
2.2 Choose the most appropriate way to communicate with their customer
2.3 Check with their customer that they have fully understood their expectations
2.4 Respond promptly and positively to their customer’s questions and comments
2.5 Allow their customer time to consider their response and give further explanation when appropriate
3.1 Quickly find information that will help their customer
3.2 Give their customer information they need about the services or products offered by their organisation
3.3 Recognise information that their customer might find complicated and check whether they fully understand
3.4 Explain clearly to their customers any reasons why their expectations cannot be met
Unit 4: Maintain Food Safety When Storing, Holding and Serving Food
2.1 Wear clean and suitable clothes appropriate to the jobs to be done
2.2 Only wear jewellery and other accessories that do not cause food safety hazards
2.3 Change clothes when necessary to prevent bacteria spreading
2.4 Wash hands thoroughly at appropriate times
2.5 Avoid unsafe behaviour that could contaminate the food
2.6 Report any cuts, graze, illness and infections promptly to the proper person
2.7 Make sure any cuts and grazes are treated and covered with an appropriate dressing
4.1 Make sure surfaces and equipment for displaying and serving food are clean and in good condition
4.2 Use clean and suitable cloths and equipment for wiping and cleaning between tasks
4.3 Remove from use any surfaces and equipment that are damaged or have loose parts
4.4 Report any surfaces and equipment that have damaged or loose parts to the person responsible for food safety
4.5 Dispose of waste promptly, hygienically and appropriately
4.6 Identify, take appropriate action on and report to the appropriate person any damage to walls, floors, ceilings, furniture and fittings
4.7 Identify, take appropriate action on, and report to appropriate person any signs of pests
6.1 Check that food is undamaged and within its ‘use-by date’ once it has been received
6.2 Prepare food for storage
6.3 Put food in the correct storage area as quickly as necessary to maintain its safety
6.4 Make sure storage areas are clean and maintained at the correct temperature for the type of food
6.5 Store food so that cross-contamination is prevented
6.6 Follow stock rotation procedures
6.7 Safely dispose of food that is beyond ‘use-by date’
6.8 Keep necessary records up-to-date
8.1 Handle food in a way that protects it from hazards
8.2 Follow organisational procedures for items that may cause allergic reactions
8.3 Use methods, times and temperatures that maintain food safety
8.4 Keep necessary records up-to-date
Unit 6: Serve Food at the Table
1.1 Greet customers and identify their requirements and check any booking records as appropriate to the service operation
1.2 Provide customers with assistance when they arrive
1.3 Make sure customers have access to the correct menu
1.4 Give accurate information on individual dishes according to customer requirements
1.5 Maximise the order using appropriate sales techniques
1.6 Assist customers to make a choice where appropriate
1.7 Identify, record and deal with orders promptly
3.1 Provide customers with the correct table items for the food to be served at the appropriate times
3.2 Serve food with clean and undamaged service equipment of the appropriate type
3.3 Serve food of the type, quality and quantity required using the appropriate service method
3.4 Keep customer area tidy and clean
3.5 Remove and replace used table items as required and maintain the correct stocks
3.6 Remove leftover food items, condiments and accompaniments from the table when required and deal with them correctly
3.7 Carry out work with the minimum of disturbance to customers

Unit 9: Serve Alcoholic and Soft Drinks
1.1 Deal with customers in order of arrival where possible
1.2 Maintain focus on the customer and their needs
1.3 Offer customers accurate information on available drinks
1.4 Take the opportunity to maximise sales through up-selling in line with current best practice and or legislation
1.5 Identify customer requirements accurately and offer them drink accompaniments appropriate to the type of drink
1.6 Provide alcoholic drinks to permitted people only
1.7 Deal with customer incidents effectively and inform the proper person where necessary
3.1 Select a glass in which to serve the drink according to organisations’ procedures and customer requirements
3.2 Check that the glass is clean and undamaged
3.3 Pour drink according to the product that is being served
3.4 Ensure that the drink is at the correct temperature before serving
3.5 Promote additional products to the customer as appropriate

Unit 15: Prepare and Clear Areas for Table Service
1.1 Check that service areas are hygienic, undamaged and ready to use in line with the service operation
1.2 Check that service equipment is clean, undamaged, positioned ready to use and turned on where appropriate
1.3 Check that there are sufficient stocks of table items and stored in line with service operation
1.4 Prepare condiments and accompaniments ready for service and store them in line with food hygiene regulations
1.5 Check refuse and waste food containers are clean and ready for use
3.1 Check dining furniture, table linen and table items are clean and undamaged
3.2 Arrange restaurant furniture according to the food service operation
3.3 Lay up tables according to cover lay up
3.4 Check that menus are available and ensure that they contain accurate information and are ready for customer use
3.5 Check that condiment containers are clean, full and ready for customer use
5.1 Arrange table items used in food service area for cleaning or store them as required
5.2 Prepare service and table linen for dispatch to laundry or clean down and remove disposable items
5.3 Store food items and accompaniments for future use in line with food hygiene regulations
5.4 Dispose of rubbish and waste food correctly
5.5 Make sure that service equipment is clean and turned off or stored
5.6 Leave dining and food service areas tidy and ready for cleaning

Unit 16: Prepare and Clear the Bar Area
1.1 Check stocks for drinks service, restock and rotate them in line with workplace procedures
1.2 Prepare and store the drink accompaniments, ready for service
1.3 Make sure that service and electrical equipment is clean, free from damage and displayed as required
1.4 Make sure that menus and promotional material are accurate, clean, free from damage and displayed as required
1.5 Make sure service areas are clean, tidy and ready for service
3.1 Store, restock, or dispose of drinks stocks and drink accompaniments, in line with workplace procedures
3.2 Ensure that service equipment is clean and stored as required
3.3 Make sure electrical equipment and machines are left in the correct condition
3.4 Ensure that customer and service areas are tidy, free from rubbish and ready for cleaning
5.1 Empty glassware and position it ready for cleaning
5.2 Check that cleaning equipment or machinery is clean, safe, free from damage and ready for use
5.3 Clean glassware at the recommended temperature using appropriate cleaning method
5.4 Check that finished glassware is clean, dry and free from damage
5.5 Dispose of damaged or broken glassware following recommended procedures
5.6 Dispose of waste or dirty water following recommended procedures
5.7 Check that cleaning equipment or machines are left clean, dry undamaged and ready for future use
5.8 Keep storage areas clean, tidy and free from rubbish

Unit 24: Maintain and Deal With Payments
1.1 Make sure payment point is working and that all materials needed are available
1.2 Maintain the payment point and restock it when necessary
1.3 Enter/scan information into the payment point correctly
1.4 Tell the customer how much they have to pay
1.5 Acknowledge the customer’s payment and validate it where necessary
1.6 Follow correct procedure for chip-and-pin transactions
1.7 Put the payment in the right place according to organisational procedures
1.8 Give correct change for cash transactions
1.9 Carry out transactions without delay and give relevant confirmation to the customer
1.10 Make the payment point content available for authorised collection when asked to

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