d1.hbs.cl5.10 slide 1. subject elements this unit comprises three elements: update food and...

D1.HBS.CL5.10 Slide 1

Subject Elements This unit comprises three Elements: Update food and beverage knowledge Advise on menu items Provide wine advice 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 supervisor Slide 3

Element 1: Update food and beverage knowledge Slide 4

Update food and beverage knowledge Performance Criteria for this Element are: Research general information on food and beverage products Identify information required to fulfil responsibilities of job role Develop and maintain product knowledge in line with job role and responsibilities Identify features of specific food and beverages which have potential customer appeal Slide 5

Food and beverage industry The food and beverage industry is a wide ranging industry incorporating many types of establishments: What types of businesses provide food and beverage service? What are food and beverage departments in a hotel? Slide 6

Food and beverage industry Food and beverage departments Restaurants Bars Kitchens Room Service Mini Bars Coffee Shops Slide 7

Food and beverage industry Food and beverage departments Nightclubs External Catering Executive Lounges Bottle Shop Operations Slide 8

Product knowledge Product knowledge is at the heart of providing information on food and beverages to customers: What product knowledge do you need to know? Where can you find this information? Slide 9

Product knowledge Types of product knowledge Food knowledge Beverage knowledge Venue knowledge Local area knowledge Slide 10

Sources of food and beverage information Trade magazines Feature newspaper articles Television programs Food and beverage reference books Recipes and menus Internet (continued) Slide 11

Sources of food and beverage information Wine/food tasting events Promotional activities Trade shows Exhibitions Food and beverage festivals Food and cooking demonstrations (continued) Slide 12

Sources of food and beverage information Chefs, cooks and other food service personnel Sales representatives DVDs Customers Workplace observations Own experiences Slide 13

Understanding food knowledge Appetisers Appetisers are menu items offered for guests to eat prior to their main course: What appetisers are commonly served? Slide 14

Understanding food knowledge Appetisers Hors doeuvres Canaps Savouries Antipasto Pasta Tapas Finger foods Sandwiches Slide 15

Understanding food knowledge Soups A traditional course on many menus, soups provide low food cost items for many premises: What soups are commonly served? Slide 16

Understanding food knowledge Soups Clear soups Broths Pures Cream soups Bisque Slide 17

Understanding food knowledge Meat, poultry, fish and seafood Staple ingredients can be: The stand-alone ingredient for a dish Ingredients in other menu items What types of meat, poultry, fish and seafood are commonly served? Slide 18

Understanding food knowledge Meat Beef Lamb Veal Goat Pork Slide 19

Understanding food knowledge Poultry Chicken Turkey Squab Pheasant Duck Goose Slide 20

Understanding food knowledge Fish Flat fish Round fish Fillets Whitefish Oily fish Slide 21

Understanding food knowledge Seafood Shellfish Molluscs Crustaceans Octopus and squid Slide 22

Understanding food knowledge Desserts Desserts are served after the main course: What types of desserts are commonly served? Slide 23

Understanding food knowledge Desserts Cakes Puddings Pies, tarts and flans Fritters Custards and creams Prepared fruit Charlottes Slide 24

Understanding food knowledge Desserts Bavarois and mousse Souffle Sabayon Meringues Crepes and omelettes Sorbets Ice cream, bombes and parfaits Slide 25

Understanding food knowledge Snacks Snacks are light meals, commonly provided for people who are in a hurry or who are not especially hungry: What types of snacks are commonly served? Slide 26

Understanding food knowledge Snacks Hot chips and wedges Hot dogs Pies, pasties and sausage rolls Croissants Sandwiches and rolls Baguettes Hamburgers Ploughmans lunch Slide 27

Understanding food knowledge Fruit A growing focus on healthy eating has seen increased uptake of fruit in premises: What types of fruit items and dishes are commonly served? Slide 28

Understanding food knowledge Fruit Pieces of fresh fruit Fresh fruit salad Tinned fruit Dried fruit Slide 29

Understanding food knowledge Salads Salads may exist as a stand-alone menu item or as an accompaniment to a main course dish They often come with a dressing What types of salads and dressings are commonly served? Slide 30

Understanding food knowledge Vegetables What types of vegetables are commonly served? How are they prepared and served? Slide 31

Understanding food knowledge Specialist cuisine food items Specialist cuisine food items commonly relate to cuisines of various cultures: What are different cuisines in different countries ? Slide 32

Understanding food knowledge Specialist cuisine food items Offal Aromatics, flavourings, spices, spice mixes and herbs Garnishes Seeds and nuts Grains, rice and pulses Fungi Preserves, condiments and accompaniments Slide 33

Understanding food knowledge Specialist cuisine food items Fruits, vegetables, flowers and salad items Aquatic plants such as seaweeds Specialist cheeses and dairy products Sweeteners such as palm sugar, honey and glucose Fats and oils Bush foods Slide 34

Understanding beverage knowledge Beverages can be alcoholic or non-alcoholic in nature: What types of beverages exist? Slide 35

Understanding beverage knowledge Wine Wine is defined as the naturally produced beverage made from the fermented juice of grapes Wine is a major aspect of beverage service and is routinely served to complement a lunch or evening meal Wine knowledge will be covered later in this subject Slide 36

Understanding beverage knowledge Spirits Spirits are a popular drink in many bars: What types of spirits do you know? Where do they originate from? What are they served with? Slide 37

Spirits Whisky Whisky is distilled from grain (barley, rye, maize, cereal). Four main ones being: Scotch Irish Bourbon Rye Slide 38

Spirits Scotch Whisky Johnnie Walker red label, blue label, black label, green label and gold label Ballantines The Famous Grouse Teachers Grants Dewars Slide 39

Spirits Scotch Whisky Black and White Vat 69 Chivas Regal Haigs Dimple Glenmorange Glenlivet Glenfiddich Single Malt 12 years old Slide 40

Spirits Irish Whisky Jameson Paddys Tullamore Dew Slide 41

Spirits American Bourbon and Rye Whiskies Wild Turkey Kentucky Straight Bourbon Whiskey Jack Daniels Sour Mash Whiskey Jim Beam Kentucky Straight Bourbon Whiskey Cougar Bourbon Slide 42

Spirits Rum Captain Morgan spiced gold, dark, deluxe, white and gold Bundaberg underproof and overproof, Royal Liqueur, Distillers No 3 Cougar Bacardi white, black and gold Slide 43

Spirits Gin Gin is produced by rectifying a pure spirit with berries and botanical herbs: Gilbeys London Dry Gordons Slide 44

Spirits Vodka Is distilled from a base of grain and can come flavoured: Grey Goose Karloff Finlandia Wyborowa Smirnoff Skyy Slide 45

Spirits Brandy Is distilled from grapes: St Remy Hardys Black Bottle Slide 46

Spirits Cognac The most famous brandy is Cognac made in the Cognac region of France: Courvoisier Remy Napoleon Slide 47

Spirits Service of spirits With spirits, there are several options available to customers: A standard nip is 30 ml May be served neat or on ice May be served with a mixer Served in a short or long glass Double nips may be served Slide 48

Spirits Common mixers for spirits Gin tonic water Brandy dry ginger, cola, lemonade Whisky dry ginger, cola Rum cola Vodka lemonade, orange juice, tomato juice Slide 49

Spirits Other spirits What other spirits can be served? Where do they com from? What are they made from? What mixers can they be served with? Slide 50

Liqueurs Liqueurs are spirits that have been flavoured with fruits, herbs, roots and plants, sweetened and sometimes artificially coloured Liqueurs are proprietary or generic Slide 51

Liqueurs Proprietary or generic liqueurs Proprietary brands are those produced by a single company such as Grand Marnier, Cointreau, Tia Maria, and Galliano Generics are types of liqueurs that can be made by any company. They come in many flavours Slide 52

Liqueurs Common generic liqueurs flavours Advocaat Banana Blue curacao Butterscotch Cherry brandy Slide 53

Liqueurs Common generic liqueurs flavours Crme de cacao Crme de menthe Melon Mint chocolate Triple sec Slide 54

Liqueurs Common proprietary liqueurs Baileys Irish Cream Benedictine DOM Cointreau Drambuie Grand Marnier Kahlua Slide 55

Liqueurs Common proprietary liqueurs Jagermeister Midori Sambuca Tia Maria Slide 56

Cocktails Types of cocktails Frozen Shaken Stirred Built Blended Shots Slide 57

Beer How is beer made? What are types of local beer? What are types of imported beer? Slide 58

Beer Beer is a term for all fermented liquors brewed from malt and cereals. Ingredients of beer making include: Malted barley (sugar source) Yeast (agent of fermentation) Hops (flavouring and seasoning) Water Slide 59

Beer Types of beers Ales: Pale Ale (bitters) Dark Ale (stouts) Lagers: Pale Lager (lagers and pilsners) Slide 60

Beer Local beers Each country will have their own specialty beers that are often the most popular and consumed in the greatest amount: What are the popular local beers in your country? What are local ASEAN beers? Are they ales or lagers? Slide 61

Beer Imported beers Fosters - Australia Lowenbrau Germany Becks Germany Frstenburg Germany Knig Pilsener Germany Corona Mexico Budweiser USA Slide 62

Beer Imported beers Hollandia Holland Heineken Holland Miller USA Maes Belgium Chimay Belgian Duvel Belgian Asahi Japan (continued) Slide 63

Beer Variations Shandy Beer and lemonade Beer with a dash Beer with a dash of lemonade Lager and lime Lager with a dash of lime juice Red eye beer With tomato juice Black and tan Beer and stout Half and half Beer and stout Portergaff Stout and lemonade Stout with a dash Stout with a dash of lemonade Slide 64

Alcohol strengths Alcohol by volume Alcohol by volume as a percentage (% alc/vol) is the more common way to measure alcohol content and the one that is used in most parts of the world: What is the alcoholic strength of different alcoholic drinks? Slide 65

Alcohol strengths Spirits37 40 % Liqueurs17 55 % Fortified Wines20 % Table Wines12 14 % Beers4 5 % Light Beers2 3 % Slide 66

Non-alcoholic drinks Tea Coffee Milk shakes Flavoured milks Smoothies Hot/iced chocolate Juices (continued) Slide 67

Non-alcoholic drinks Cordials and syrups Waters Soft drinks Non-alcoholic cocktails Health drinks Frapps Childrens specialty drinks Energy drinks Slide 68

Food and beverage roles The basis of doing any job properly is knowing what is required of you All jobs have unique activities or tasks What different roles exist in the different departments within a hotel? Slide 69

Restaurants Provide food and beverage Breakfast, Lunch, Dinner Service styles: A la carte Buffet Silver service Gueridon service Set menu Slide 70

Restaurant Management Restaurant Manager Run restaurant activities Organises menus with chefs Promotional and sales activities Recruit staff Performance Reviews Controls F&B Costs Slide 71

Restaurant Management Restaurant Supervisor Runs shifts Arranges staff rosters/schedules Training for staff Slide 72

Restaurant Positions Host Waiter Buffet attendant Bartender Cashier Promotional attendants Busboy Slide 73

Bars Types of bars Cocktail bars Pool bars Dispense bars Lounge bars KTV Bars Night Clubs Slide 74

Bar Management Bar Manager Arranges cocktail menus Arranges promotions Trains staff Arranges entertainment Controls beverage costs Slide 75

Bar Positions Bar Supervisor Cocktail Waitress Bartender Barback Security Cashier DJ Cloak Room Attendant Slide 76

Coffee/Lobby Lounge Meeting and waiting area Provides food and beverage Place for meetings Run over area of restaurants Slide 77

Kitchens Types of kitchens Restaurant kitchen Banquet kitchen Room service kitchen Conference kitchen Preparation kitchen Open kitchen Catering kitchen Outdoor kitchen/BBQ area Slide 78

Kitchen Management Executive Chef Makes menus Controls food costs Sources suppliers of food Writes and costs menus Ensure that all standard recipes and presentations are being followed Daily tasting of food in all areas Slide 79

Kitchen Management Executive Chef Cook VIP meals Perform on the job training. Employ staff for all kitchen areas Write food budgets Ensure kitchens are clean with proper hygiene Develop low season training programs Slide 80

Kitchen Positions Executive Chef Sous Chef Shift Leader Chef Cold Larder Chef Butcher Conference & Banqueting Chef Dessert Chef Slide 81

Kitchen Positions Pastry Chef Kitchens Positions Kitchen Hand Steward Expeditor Room Service Chef Cafeteria/Staff Meals chef Store person Slide 82

Room Service Provides food and beverage to remote locations including: Hotel rooms Private meeting areas Staff meetings Slide 83

Mini Bar Provides in-room food and beverage Slide 84

Conferences and Banqueting Business Centre Small meetings Conferences Weddings Exhibitions Parties Formal banquets Private functions Sporting events Slide 85

Conferences and Banqueting Conference and Banqueting Manager Promotional activities Arrange conference and banqueting programs Client manager Communicate with kitchen staff Arrange equipment (continued) Slide 86

Conferences & Banqueting Conference and Banqueting Manager Arrange additional services (weddings) Control food and beverage costs Meet with suppliers Prepare invitations and signage Arrange participant meals, transport and accommodation Store client property Slide 87

Conference and Banqueting Positions Wedding coordinator Master of Ceremonies Greeters Cloak room attendants Waiters Bar staff Entertainment Equipment staff IT staff Slide 88

Executive Lounge Provides facilities for VIP guests Check in/out Transportation Airline ticketing Breakfast All day catering Happy hour drinks Business services Meeting room Coffee and lounge area Slide 89

Butler Service Provides all needs of the VIP Guest Packs and launders clothes Cleans shoes Prepares meals Slide 90

Common food and beverage roles What are the main tasks of the following common roles: Food waiter Beverage/drinks waiter Slide 91

Common food and beverage roles Food waiters Setting up of the room Greeting guests Taking orders Serving and clearing food Preparing and presenting accounts Receiving payment Farewelling guests Stripping the room at the end of service Slide 92

Common food and beverage roles Beverage waiters Taking drink orders Delivering drinks to the table Serving drinks including wine Making recommendations for drinks to accompany meals Clearing glassware and empty bottles Preparing and presenting the beverage account Processing the drinks account Farewelling guests Slide 93

Common food and beverage roles Documents detailing job roles Position Descriptions Job Descriptions Job Specifications Job Analysis sheets SOPs Slide 94

Developing job specific knowledge It is vital for every hospitality employee to have an excellent knowledge of the products and services offered by their workplace This section will explore specific information that is required as they relate to individual job roles Slide 95

Developing job specific knowledge Benefits of job specific knowledge Demonstrates professionalism Informs the customer of the various products or services offered by your place of work. Explains dishes, ingredients and cookery methods Promotes dishes Recommends items Generally assists customers Slide 96

Developing job specific knowledge Food knowledge Menu items Serve sizes Prices Cooking styles Cooking times Ingredients What is fresh, frozen, pre-prepared Suitability to dietary or cultural requirements Cutlery and crockery required Slide 97

Developing job specific knowledge Beverage knowledge Drinks that are available from the bar Brand names and types of spirits, liqueurs and fortified wines Cocktails Sparkling wines Soft drinks and other non-alcoholic drinks Slide 98

Developing job specific knowledge Beverage knowledge Beers Bottled and house wines Knowledge about individual beverages Knowledge about matching beverages to menu items Glassware Slide 99

Developing job specific knowledge Venue knowledge Opening hours Methods of payment accepted Booking policies and procedures Complaint handling procedures Facilities and services available elsewhere in the venue Names of managers/owners Common issues The Emergency Management Plan Slide 100

Informational sources Organisational sources Menus, drink lists, wine lists and cocktail lists Taste the products Recipes Experienced staff Operational manuals Policies and procedures manuals Wrapping and packaging material Doing a tour of the premises Slide 101

Identify features of specific food and beverages Special items Individual establishments will have specific food and beverage items that they serve to customers: What special food and beverages do outlets served? What are they based on? What different cuisines exist? Slide 102

Identify features of specific food and beverages Understanding special items Given that some local food and beverage items will come from a specific region, it will be the first time the customer will try it: What do you need to know about these products? Why is it important to know it? How can the information help customers? Slide 103

Identify features of specific food and beverages Understanding special item features History of the item Characteristics of the items Regions of origin How it is prepared How to cook it How to best serve it Slide 104

Identify features of specific food and beverages Understanding special item features Any accompaniments that are commonly served with the item Recommended food or beverage with the items Its availability to purchase What local items to you know? Slide 105

Identify features of specific food and beverages Understanding the local market It is essential that staff have a sound understanding of all features of the local food and beverage market: What do you need to know about the local market? How can you find this information? Slide 106

Identify features of specific food and beverages Understanding the local market Local produce Local specialities Local food outlets Local festivals and promotions Slide 107

Identify features of specific food and beverages Understanding food and beverage packages and promotions Each organisation will have different specials or packages that may be used to entice customers, either to the venue or towards specific food or beverage items: What food and beverage promotions exist? Slide 108

Identify features of specific food and beverages Identify general food and beverage trends What food and beverage trends exist in the local region? What are international food and beverage trends? Slide 109

Impact of trends The ways these trends may impact on your business may include: Adding new menu items Revising production methods of the items you currently offer Increasing profit margins Reducing selling prices Generating a new target market Slide 110

Element 2: Advise on menu items Slide 111

Advise on menu items Performance Criteria for this Element are: Offer advice on suitable combinations of foods, and food and beverages, where appropriate Provide assistance to customers on selection of food and beverage items Respond courteously and authoritatively to customer questions in relation to menus and drink lists Slide 112

Advise on menu items Performance Criteria for this Element are: Offer advice on suitable combinations of foods, and food and beverages, where appropriate Provide assistance to customers on selection of food and beverage items Slide 113

Offering advice Most customers who visit a food and beverage establishment will not have the same level of knowledge about the menu offering as staff. Therefore they may not be aware of: What is available Which are the specialty items What promotions exist Slide 114

Offering advice It is part of the standard service by any outlet for staff to help customers choose a food or beverage item that will: Suit both their preferences Match appropriately with what they are eating or drinking Slide 115

Offering advice Combinations of foods and beverages may relate to: Customer preferences Traditional combinations of foods, and food and beverages Balance of textures, colour and nutrition Slide 116

Offering advice When to offer advice Serving a customer at the bar who is thinking about having a meal Serving the customer at a table who has ordered, or is about to order, their food Greeting and seating the customer In public areas Taking a reservation or enquiry over the telephone Responding to requests When helping customers Slide 117

Offering advice Asking questions What investigatory questions can you ask to help identify their desired food and beverage needs? Slide 118

WINE TYPESFOOD White WineWhite Meat: Chicken Seafood: Fish, Salmon Spicy Food Pasta Red WineRed Meat: Beef, Lamb, Dark White Meat: Duck, Turkey Pasta Sparkling Wine / Champagne Strawberries, Seafood, Fruit Food and wine combinations Slide 119

WINE TYPESFOOD Chenin blanc, verdelho, chardonnay, rieslingSalads Chardonnay, rosAntipasto Semillon, sauvignon blanc, rieslingSeafood Cabernet sauvignon, shiraz, chardonnay, semillonGame Cabernet merlot, cabernet sauvignon, shiraz, malbec Red meat Chardonnay, chenin blanc, verdelhoPoultry Chardonnay, riesling, shirazPasta Cabernet merlotCheese platters Dessert winesDesserts Food and wine combinations Slide 120

Giving assistance Giving general assistance The most common form of assistance to be provided will evolve around helping to clarify: Compatibility of food and wine choices Interpretation of menu items Slide 121

Giving assistance Giving assistance on food Ingredients in dishes Cooking/preparation times Whether things like MSG, sugar, and flour are present in dishes Serve sizes Whether items are fresh, frozen, canned, etc Why a certain dish has the name it does What different cooking styles mean Menu and cooking terminology Slide 122

Giving assistance Giving assistance on beverages Which ones are suitable drinks for pre-dinner drinks/aperitifs? Which ones are suitable for drinking after a meal? Suggested basic wine and food combinations What they taste like, look like, smell like and where they come from What their alcoholic strength is Slide 123

Giving assistance Giving assistance on beverages Whether they are domestic or imported beverages Information specific to wines Size of serves, bottles, cans and glasses The variety of ways in which different liquors can be served How it may be consumed Any special points about it Slide 124

Giving assistance Considerations when giving assistance The age of the diners The ethnic background of the diner The nature of the group How quickly they want to eat Their budget The occasion Specials to be promoted Slide 125

Giving assistance Offering options and variations Changing menu ingredients or items Price reductions for a smaller serve Paying a bit extra for a bigger serve Ordering an entre as a main course Ordering a main as an entre Slide 126

Giving assistance Offering options and variations Changing sauces Changing cooking styles Combining dishes Bringing in their own products Taking a dish home Slide 127

Giving assistance Degrees of doneness Blue steak is seared on both sides then served Rare steak is served when browned on both sides, and meat still contains blood Medium rare steak has less blood than a rare steak, though blood is still just present Medium to well-done steak is cooked all the way through, no sign of blood Well-done steak is cooked very well a little burnt on the outside and definitely no sign of blood Slide 128

Giving assistance Common requests Need for a drink Need to have a menu Explanation of menu items Need to have their order taken Need for condiments Waiting for food or beverages Slide 129

Giving assistance Common requests Meals are not as expected may need to be re-heated or replaced Request more cutlery Special requests including high chairs or birthday cakes Request for the bill Slide 130

Giving assistance Being proactive to guest requests Being proactive is the best way to convey a willingness, both verbally and non-verbally, to assist any customers you believe have a request: How can you be proactive? Slide 131

Giving assistance Handling requests Listening, not just hearing Writing the request Repeating guests requests to verify Giving a response to questions Communicating guests request to staff member Following up requests Slide 132

Handling special needs Handling dietary needs Allergies Medications Health-related conditions Specific diets Healthy meals Gluten-free Vegetarian Vegan Slide 133

Handling special needs Cultural needs Jewish Muslim Hindu Slide 134

Discuss methods of cooking Principles of cooking In general terms, cooking may be seen as the application of heat to food There are numerous ways this heat can be applied, and a diverse range of equipment with which to apply it Slide 135

Discuss methods of cooking Types of cooking methods What methods of cooking exist? What types of menu items are prepared using this method? Slide 136

Discuss methods of cooking Baking Baking is the principle of cookery in which food is subjected to the action of dry heat in an oven. Slide 137

Discuss methods of cooking Blanching Blanching is the process by which food is placed in rapidly boiling water for a very short time. The food is then refreshed by rinsing it or plunging it into cold water to stop the cooking process. Slide 138

Discuss methods of cooking Boiling Boiling is the principle of cookery in which food is completely immersed in liquid and cooked at boiling point (100C).. Slide 139

Discuss methods of cooking Braising Braising is the principle of cookery where food is half covered with an appropriate liquid and cooked slowly in a tightly lidded container. The food is usually left in large pieces which are carved before serving. Slide 140

Discuss methods of cooking Deep frying Deep frying is the principle of cookery where food is cooked by total immersion in hot fat or oil. This method is best suited to foods which can be cooked quickly. Slide 141

Discuss methods of cooking Grilling Grilling is the principle of cookery where food is cooked by radiated heat directed from above or below. Slide 142

Discuss methods of cooking Microwaving Microwaving is the principle of cookery in which energy is transferred to the food by electromagnetic radiation. Microwave ovens can be used for cooking raw food, reheating cooked food and for defrosting frozen food. Slide 143

Discuss methods of cooking Poaching Poaching is the principle of cookery where food is completely submerged in liquid just below boiling point. There should be no visible movement of the liquid. Slide 144

Discuss methods of cooking Roasting/spit roasting Roasting and spit roasting is the principle of cookery in which food is cooked in an oven or while rotating on a spit: What are common roast meats? What sauces and accompaniments are served with it? Slide 145

Discuss methods of cooking Traditional roasted meals Roast lamb Mint sauce and gravy Roast mutton Onion sauce and gravy Roast pork Sage and onion stuffing, apple sauce and gravy Roast veal Thyme, lemon and parsley stuffing and gravy Roast beef Yorkshire pudding, horseradish sauce and gravy Slide 146

Discuss methods of cooking Traditional roasted meals Roast chicken Thyme, lemon and parsley stuffing and gravy Roast duck Sage and onion stuffing, apple sauce and gravy Roast turkey Chestnut or parsley stuffing, bread sauce, gravy, cranberry sauce/jelly Roast game Cranberry sauce Slide 147

Discuss methods of cooking Frying Shallow frying Pan frying Sauting Stir frying Slide 148

Discuss methods of cooking Simmering Simmering is gentle boiling at a temperature of 95C98C. The difference between boiling and simmering is that boiling creates a faster movement of the liquid than simmering. Slide 149

Discuss methods of cooking Steaming An increasingly popular cooking method with the health conscious. Steaming is the principle of cookery where food is cooked by steam, either at atmospheric or high pressure. Slide 150

Discuss methods of cooking Stewing Stewing is the principle of cookery where the food is completely covered with liquid while it is cooking The long cooking process gives a concentrated flavour to the food and the sauce which are served together as a complete dish Slide 151

Culinary styles and cuisines Most hotels will provide a wide mix of food options to cater to the different preferences of its local and international customers: What different cuisines do you know? What are common food items in these cuisines? Slide 152

Cuisine in different countries Chinese cuisine Kung Pao Chicken Spring Rolls/Egg Rolls Szechuan Hotpot Szechuan Chicken Mushu Pork Fried Rice Beef with Broccoli Fried Dumplings (continued) Slide 153

Cuisine in different countries Chinese cuisine Chinese dumpling - jiaozi Hot and Sour Soup Dim Sum Beef Fried Noodles Hunan fried tofu Chow Mein Wontons Peking Duck Slide 154

Cuisine in different countries Indian cuisine Biryani Butter Chicken Vindaloo & Rogan Josh Tandoori Chicken Palak paneer Chole-Bhature Dal makhani Malai Kofta Naan (continued) Slide 155

Cuisine in different countries Indian cuisine Samosa and Pakodas Pav Bhaji Panipuri - Chaats Kebabs Aloo gobi Lassi Shakes Pickles Slide 156

Cuisine in different countries Thai cuisine Tom Yam Goong - Spicy Shrimp Soup Pad Thai - Fried Noodle Kang Keaw Wan Gai - Green Chicken Curry Gaeng Daeng - Red Curry Tom Kha Kai - Chicken in Coconut Milk Soup Tom Yam Gai - Spicy Chicken Soup Moo Sa-Te - Grilled Pork Sticks with Turmeric (continued) Slide 157

Cuisine in different countries Thai cuisine Som Tam - Spicy Papaya Salad Yam Nua - Spicy Beef Salad Panaeng - Meat in Spicy Coconut Cream Por Pia Tord - Fried Spring Roll Gai Pad Met Mamuang - Stir-Fried Chicken with Cashew Nuts Khao Pad - Fried Rice Pak Boong - Morning Glory Slide 158

Cuisine in different countries Vietnamese cuisine Ph - beef noodle soup Bn b Hu - spicy beef and pork noodle soup Cm tm pork dish Canh chua - Sour soup Bnh hi - Thin noodle dish with meat B l lt rolled spiced beef dish Bnh m tht - Vietnamese baguette (continued) Slide 159

Cuisine in different countries Vietnamese cuisine Vietnamese salad rolls Spring rolls Bnh cun - Rice flour rolls Bnh bao - A Steamed bun dumpling Bnh chng - Sticky rice dish Bn mng vt - Bamboo shoots and duck noodle soup Bn ch - grilled pork and vermicelli noodles dish Slide 160

Cuisine in different countries Japanese cuisine Sashimi thin slices of raw fish Sushi raw fish, served on vinegared rice Sushi roll filling is rolled in rice with a covering of nori Tempura seafood or vegetables dipped in batter and deep-fried Kare Raisu curry rice Soba, udon and ramen noodles (continued) Slide 161

Cuisine in different countries Japanese cuisine Teppanyaki Meat, seafood and vegetables prepared in front of guests Donburi bowl of rice covered with one of a variety of toppings Sukiyaki savoury stew of vegetables and beef Shabushabu thin slices of beef dipped in a pot of boiling water and stock Okonomiyaki savory Japanese pancake Yakitori broiled chicken Yakiniku grilled meat Slide 162

Cuisine in different countries French cuisine Soupe l'oignon French soup made of onions and beef stock Cheeses Brie, Camembert, Roquefort Baguette A long skinny loaf of French bread Boeuf bourguignon traditional French stew Coq au Vin A famous food that is simply chicken Flamiche pie crust filled with cheese and vegetables Salade nicoise (continued) Slide 163

Cuisine in different countries French cuisine Duck confit Foie Gras This is the very fatty liver of a goose or duck Escargots snails Truffes Expensive black mushrooms Ratatouille Crepes thin pancakes Desserts flans, ganache, tarts, pastries, crossaints Slide 164

Cuisine in different countries Italian cuisine Pizza cooked dough base with various toppings Chicken parmigiana Gelato Italian ice-cream Tiramisu dessert made of biscuits soaked in coffee with layers of whipped mascarpone and egg yolks Risotto short grain rice dish (continued) Slide 165

Cuisine in different countries Italian cuisine Mortadella heat cured sausage Spumoni - molded Italian ice cream dessert Cheeses Mozzarella, Parmigiano-Reggiano Pasta Cannoli, Spaghetti, Penne, Fettuccine, Linguine Lasagna Saltimbocca Slide 166

Cuisine in different countries German cuisine Bratwurst sausage made of mixed meats Frankfurter smoked sausage made from pure pork Sauerkraut Fermented shredded cabbage Sptzle hand-made noodles Kndel German dumplings Kartoffelsalat Potato salad (continued) Slide 167

Cuisine in different countries German cuisine Schweinshaxe Pork hock Eisbein Ham hock usually served with Sauerkraut Weihnachtsgans roasted goose Wiener schnitzel Strudel Stollen A bread-like cake Apfelkuchen Apple Cake Slide 168

Cuisine in different countries Greek cuisine Baklavas Baklava Pastry Horta Vrasta Boiled Leafy Greens Tyropitakia Cheese Pie Triangles Kotosoupa Avgolemono Chicken & Lemon Rice Soup Revithosoupa Chickpea Soup (continued) Slide 169

Cuisine in different countries Greek cuisine Classic Dips and Spreads Melitzanosalata, Skorthalia, Taramosalata, Tzatziki Pastitsio or Pasticcio Creamy Cheesy Baked Pasta with Meat Horiatiki Salata Greek Salad Moussakas Moussaka with Eggplant Slide 170

Cuisine in different countries Greek cuisine Arni me Patates Roasted Lamb with Potatoes Souvlaki Skewered Kebabs Gyro Sliced Rotisserie Roasted Meat Spanakopita or Spanakotyropita Spinach Pie with Cheese Dolmathes or Dolmades Stuffed Grape Leaves Yemista me Ryzi Meatless Stuffed Vegetables Slide 171

Cuisine in different countries Spanish cuisine Pulpo a la Gallega Galician Octopus Cochinillo Asado Roast Suckling Pig Paella Spanish rice dish Jamon Iberico and Chorizo Iberian Ham and Spicy Sausage Gambas Ajillo Garlic Prawns (continued) Slide 172

Cuisine in different countries Spanish cuisine Pescado Frito Fried Fish Tortilla Espaola Spanish Omelette Gazpacho Cold Tomato Soup or Liquid Salad Queso Manchego Spanish Sheep Cheese Patatas Bravas Fried Potatoes in Spicy Sauce Slide 173

Explaining menu items As we can see there is a lot of information regarding food or beverage that can be provided to the customer Any information that is given is appropriate, brief and simple for the customer to understand Slide 174

Explaining menu items Providing explanation Be enthusiastic Match information to the needs of the person Steer away from industry terms and jargon Be sincere, friendly and helpful Be descriptive and generous in explanations Be honest and factual Slide 175

Explaining menu items Providing explanation through different communication The basic communication options include: Verbal face to face communication with the customer Written format hard copy communications such as menus, signs, posters and pictures Non-verbal facial expressions, gestures, sign language Visual display tables Slide 176

Explaining menu items Providing explanation through written communication Use graphics or pictures Be produced in different languages Easy to read font Good print size Slide 177

Explaining menu items Appropriate explanation It is important that when you verbally communicate with a customer it is done so at the appropriate: Pace Speed of delivery Volume How loud you are conveying a message Slide 178

Explaining menu items Topics for explanation Menu items Ingredients Methods of preparation of cookery Culinary styles Time to prepare or cook Portion sizes available Alternate or substitute items in dishes Prices Ingredients that customers commonly are allergic to Slide 179

Element 3: Provide wine advice Slide 180

Provide wine advice Performance Criteria for this Element are: Offer, where appropriate, assistance to customers making wine selections Provide specific advice on the compatibility of different wines for menu items Provide correct and current information about different wine selections Discuss, where appropriate, wine characteristics in clear and simple language Slide 181

Providing wine advice This section will explore the different elements of wine service that can be provided to a customer to help them make an informed decision in regards to selecting a wine, either to: Compliment a meal To be enjoyed on its own Slide 182

Production of wine Whilst it is not essential it is often worthwhile to understand the wine making process: How is wine made? Slide 183

Production of wine Basic wine production process Selecting and collecting grapes Fermentation Cleaning wine Maturing and Bottling Slide 184

Common types of wine White wine Red wine Types of wine Slide 185

Wine categories In addition to red or white table wine, wine can be further categorised as follows: Varietal or generic Sparkling Fortified Types of wine Slide 186

Varietal wines are wines made from one grape variety The name of this grape appears on the label of the bottle The wine must be made from a minimum 85% of that stated variety Varietal wines Slide 187

Varietal white wines White grape varieties include: Chardonnay Chenin Blanc Rhine Riesling Sauvignon Blanc Semillon Traminer Varietal wines Slide 188

Varietal red wines Red grape varieties include: Cabernet Sauvignon Malbec Merlot Pinot Noir Shiraz Varietal wines Slide 189

Generic is the term used to describe wines that are made to a style, usually naming a European location as its origin: What generic wines do you know? Generic wines Slide 190

Generic white wines Generic white wines include: Chablis Hock Moselle Riesling Sauternes White Burgundy Generic wines Slide 191

Generic red wines Generic red wines include: Burgundy Claret Generic wines Slide 192

When most wine industries started, most if not all of its wines were generic wines. Today there is a tendency for: Cask or house wines to be generic Premium bottled wines to be varietal Varietal and generic wines Slide 193

The word Champagne is now legally reserved for sparkling wine produced from the Champagne region in France Where produced in other parts of the world, it is correctly now known as sparkling wine Champagne/sparking wines Slide 194

Production of sparkling wine Sparkling wines may be made using one of four options: Naturally carbonated wine Carbonated or Injection method Cuvee close, Charmat, Bulk or Tank method Transfer method Champagne/sparking wines Slide 195

Styles of champagne Non-vintage (N.V.) Vintage Ros Crmant Blanc de blancs Blanc de Noirs Champagne/sparking wines Slide 196

Fortified wines are base wines which are strengthened or fortified by the addition of grape spirit or brandy. The addition of the grape spirit: Stops fermentation Increases alcoholic strength Adds sweetness Imparts keeping qualities Provides the brandy character Fortified wines Slide 197

Types of fortified wines Sherries Vermouth Ports Muscat Tokay Fortified wines Slide 198

What are famous wine growing countries? Wine growing countries Slide 199

Top 10 wine producing countries in 2011 1 5: France Italy Spain United States Argentina (continued) Wine growing countries Slide 200

Top 10 wine producing countries in 2011 6 10: China Australia South Africa Germany Portugal Wine growing countries Slide 201

Wine growing regions This section will explore some of the most famous regions for producing wine around the world Given that most wines on an international wine list will feature wines from these regions, having a basic understanding of these is helpful Wine growing regions Slide 202

France Champagne Burgundy (Bourgogne) Bordeaux Sauterne Loire Valley Alsace Wine growing regions Slide 203

Italy Tuscany Chianti Albana di Romagna Wine growing regions Slide 204

United States of America Napa Valley Washington Wine growing regions Slide 205

Australia Hunter Valley Barossa Valley Yarra Valley Margaret River Wine growing regions Slide 206

Germany Rheinhessen Rheingau South Africa Cape Winelands New Zealand Marlborough Wine growing regions Slide 207

A fundamental requirement when assisting customers to buy a product is to: Determine their needs, wants and preferences Attempt to match what you have to these identified factors Provide advice on compatibility of wine and food Slide 208

Asking questions Do they prefer, or are they looking for, a red or a white? Do they want a wine from a selected country? If they are looking for a white wine, do they prefer or want a sweet or dry one? If they are after a red wine, do they want a full or light-bodied one? Do they have a preference for a particular grape variety, growing region, or winery? How much do they wish to spend? What is the wine to be consumed with? Provide advice on compatibility of wine and food Slide 209

Providing specific information Information can be gained from: Winemakers Reading wine labels Wine literature Asking others Conducting research Conducting wine tastings Provide advice on compatibility of wine and food Slide 210

All venues should actively promote wines to: Enhance the combination of food and wine Optimise sales Maximise customer enjoyment Promoting wine Slide 211

Promoting wines in the dining room Creation of a display table Tent cards on tables Racks, shelving and bins Chalk boards Traditional wine lists Tastings Advice from staff Promoting wine Slide 212

Undertake wine tasting One of the best ways to be able to get a first hand understanding of wine is to undertake a wine tasting activity. Provide correct and current wine information Slide 213

Undertake wine tasting The appreciation of wine can be broken down into three different areas: Appearance Smell Taste Provide correct and current wine information Slide 214

Undertake wine tasting All three are important aspects of each wines character, but taste is considered to be the most critical as it encompasses both flavour and texture and confirms the wine characteristics. Provide correct and current wine information Slide 215

Use information from wine tastings to assist customers with wine selections Your customers will expect you to use product knowledge from wine tastings to help them select a good wine Your employer will also expect you to do this in order to optimise sales Provide correct and current wine information Slide 216

Share your knowledge with customers There are three basic ways: Tell them verbally of the information you have found Give them a copy of the relevant information Direct them to additional information Provide correct and current wine information Slide 217

Obtaining information Tasting notes written by others Wine magazines Wine-related websites Wine labels Provide correct and current wine information Slide 218

Regardless of your level of wine knowledge, it will be of no use unless it is communicated to the customer in a way that: They will understand Will help them to identify what glass or bottle of wine they would like to purchase Discuss wine characteristics Slide 219

Wine Descriptions Most people do not have the fortune to be able to try the wines before they are purchased and therefore they will be guided by the advice and descriptions provided by the staff It is essential that staff are able to provide terms that help customers understand the different characteristics in reference to a wine Discuss wine characteristics Slide 220

Discuss wine characteristics Fruit flavours White wine GRAPE VARIETYCHARACTERISTICS RieslingPineapple Sauvignon BlancAsparagus SemillonGrass ChardonnayCucumber Sweet/ dessert winesHoney Slide 221

GRAPE VARIETYCHARACTERISTICS Pinot NoirStrawberry MerlotCherry Cabernet SauvignonOlive ShirazPepper Discuss wine characteristics Fruit flavours Red wine Slide 222

GRAPE VARIETYCHARACTERISTICS Sparkling WineApple ChampagneYeast Discuss wine characteristics Fruit flavours Sparkling wine/champagne Slide 223

Body of wine Light to full body wines The body of the wine is derived from a number of factors including: Wine variety Regional origin Vintage Alcohol level Production method Discuss wine characteristics Slide 224

Wine Descriptions What other words can be used to describe wine to a customer? Please refer to the extensive glossary of different terms in the Trainee Manual Discuss wine characteristics Slide 225

The food and beverage server is the most important communication tool in being able to link what the establishment can offer and what the customer is willing to buy As can be seen in this manual, there are various degrees to product knowledge that must be understood by staff so that they can carefully tailor information to the customers needs in the hope of providing them the greatest possible experience Conclusion Slide 226

Finish: Thank you! Slide 227