Unit 6 room service

Pengetahuan
FOOD & BEVERAGE PRODUCT
D1.HBS.CL5.02
Slide 1
Unit 2.
Dedy wijayanto
DEdy Wijayanyo+_Product knowledge

Tujuan pembelajaran
• Mengetahui product knowledge.
• Apa sajakah yang termasuk product knowledge
Slide 2DEdy Wijayanyo+_Product knowledge

• The venue
• Venue facilities
• Products & services offered/available
• The local area & country
Yang termasuk ‘Product
knowledge’ antara lain:

Product Knowlwedge
‘Product knowledge adalah penting
sebagai :
• Untuk mendemonstrasikan
professionalisme
• Memromosikana makanan
• Menyarankan minuman kepadas tamu
• Secara umum akan membantu pelanggan

Pengetahuan Product knowledge bagi waiter untuk
mengetahui :
• Apa yang tersedia dan apa yang tidak
• Tata cara pelayanan
• Harga-harga
• Cara atau metode pemasakan
• Bahan baku
• Apakah ada yang segar, dibekukan, atau disiapkan
sebelumnya
• Peralatan apa yang cocok untuk makanan tersebut

Staf di bagian Beverage harus mengetahui:
• Jenis minuman , nama minuman yang tersedia
• Alkohol dan non alkohol
• Nama-nama seperti: – spirits, beers, liqueurs
• Table wine , sparkling dan fortified wines
• Soft drinks – aerated waters, juices, mocktails
• Beers – draught and packaged
(lanjutan)

Beberapa informasi yang perlu diketahui antara lain:
• Opening hours
• Methods of payment
• Booking policies and procedures
• Complaint handling procedures
• Name of manager or owner
• Legal issues

Sumber Internal yang harus di ketahui pada Product
knowledge:
• Menus and drink lists
• Personal taste tests of F&B items
• Recipes
• Talking to experienced staff
(Continued)

• Operational manuals
• Policy and procedure manuals
• Wrapping and packaging material of
products
• Touring the venue
• Talking to customers

Sumber informasi External antara lain:
• Product suppliers
• The media
• Books
• Internet
• Trade shows and exhibitions
• Food and cooking demonstrations
• Promotional activities

Anda perlu mengetahui dibawah ini :
• Appetisers
• Soups
(lanjutan)

• Meat – which can be used for entrées and main
courses:
• Types – beef, lamb, veal, goat, pork
• Cuts – steaks, chops or cutlets, mince, joints
• Fresh or frozen
• “Is it tender?”

• Poultry:
• Chicken, turkey, squab, pheasant, duck,
goose
• Whole birds, legs, wings, breast

Pertanyaan untuk latihan
1. Apa saja yang termasuk product knowledge?
2. Sebutkan kegunaan pengetahuan product
knowledge bagi waiter!
3. Informasi apa saja yang harus diketahui oleh
staff restoran?
4. Berikan contoh meat !
5. Berikan contoh poultry !
DEdy Wijayanyo+_Product knowledge 14

• Fish:
• Flat, round, whole, fillets, white, oily
• Seafood:
• Shellfish (‘crustaceans’) – crayfish,
crabs, lobster, prawns, shrimp
• Molluscs – octopus, cuttlefish,
squid , clams, whelks, scallops,
cockles, oysters

• Desserts:
• Served after main course
• May be hot or cold
• Puddings, pies, tarts, flans, fritters,
custards and creams
• Fruit, Charlottes, bavarois, mousse,
soufflés, sabayon
• Meringues, crepes and omelettes, sorbets, ice cream,
Bombes, parfaits

Snacks:
• Light meals – may be eat-in or take-away
• Hot chips and potato wedges
• Biscuits, crisps and crackers
• Hot dogs, pies, pasties, hamburgers
• Sandwiches, rolls, baguettes, croissants
• Ploughman’s lunch

• Cheese:
• Made from cow’s, sheep's or goat’s milk
• ‘Soft’ cheese – Brie, Camembert, Cottage
• ‘Semi-soft’ cheese – Edam, Gouda
• ‘Hard’ cheese – Cheddar, Parmesan
• ‘Blue vein’ cheese – Gorgonzola, Stilton,
Roquefort

• Pasta:
• Produced ‘in house’ or bought-in as a dried product
• Served with sauces or used in other dishes
• ‘Gnocchi’, ‘Spaghetti’, ‘Fettuccini’,
‘Lasagna’, ‘Tagliatelli’
• Noodles
• Made from flour & water &/or eggs
• Similar to pasta in use

• Vegetables:
• Used as accompaniment to main
course & in salads
• ‘Root vegetables ‘ – potatoes, carrots,
onions
• ‘Green vegetables’ – broccoli, sprouts,
celery, peas, beans, spinach, cabbage
• Tomatoes

• Fruit:
• Growing in popularity – with all/most meals
& given away in-room to house guests
• Pieces/platters of fresh fruit –
pineapple, star fruit, bananas, apples,
rambutan, mango
• Fresh fruit salad – with cream/ice cream/yoghurt
• Tinned fruit – bought in ‘pre-processed’
• Dried fruit – figs, dried apricots, raisins, sultanas,
currants

• Salads:
• Can be stand-alone dishes or served as an accompaniment
to a meal
• Can be cold or ‘warm’ with
(for example) chicken
• Dressings are usually added
• ‘Salad vegetables’ may be used
as ‘vegetables’ & ‘many ‘vegetables’ can be used as ‘salad
vegetables’
• Lettuce, tomato, radishes, carrots, onions, mushrooms,
beetroot, cabbage, peppers Slide 22DEdy Wijayanyo+_Product knowledge

1. Berapakah macam Fish dan Seafood?
2. Bagaimana penyajian dessert dan sebutkan jenisnya
3. Jelaskan contoh snack?
4. Jelaskan ragam Cheese?
5. Sebutkan macam-macam Pasta?
6. Berikan contoh, Fruit sebagai dessert
7. Apa sajakah jenis :Salad”

Research general information
on F&B products
• Pre-packaged food:
• Bought in & sold/used in the venue
• May be sold/used ‘as is’ or may
required processing – boiling or
heating or other
• Includes ‘portion controlled’ items – jams, butter, salt
& pepper, sauces, sugar, milk

Research general information on
F&B products
Specialist cuisine food items:
• Special cuts of meat:
• Eye fillet, ribs, chicken leg with thigh attached
• Special growing conditions:
• Grain-fed beef
• Free range eggs
• Organic fruit & vegetables

F&B products
National dishes:
• Traditional dishes of the country where you work
• Need to know:
• Name, ingredients & cooking process/es
• History of the dish
• Flavours & appearance
• Serve size & how they are presented/served
• Cost

F&B products
‘Signature dishes’:
• Dishes the venue/chef is famous for
• Some venues have them, some do not
• Can be local or from elsewhere
• Are nearly ‘always’ on the menu

F&B products
Other ‘specialist’ foods may include:
• Offal
• Aromatics, flavourings, spices & herbs
• Garnishes
• Seeds & nuts
• Grains, rice & pulses
• Fungi
• Preserves, condiments & accompaniments
(Continued)

F&B products
• Certain fruits, vegetables, flowers & salad items
• Aquatic plants
• Specialist cheeses & dairy products
• Sweeteners
• Fats & oils
• Local products

F&B products
Beverage knowledge required:
• Learn about what your workplace offers
• Learn the brand names of products – so
alternatives can be offered

F&B products
You must learn:
• Which ones are suitable drinks for aperitifs
• Which ones are suitable for drinking during & after a
meal
• Suggested basic wine and food
combinations
• What they taste like, look like, smell like
& where they come from
• What their alcoholic strength is
(Continued)

F&B products
• Domestic or imported?
• Wine information – makers, vintages, wine areas, grape
varieties
• Serve sizes – individual drinks, bottles &
cans
• How beverage products can be served

F&B products
Making of white wine – white wine can be made from red
& white grapes:
• Grapes are harvested
• Grapes are crushed at the winery
• Pressing occurs
• Sulphur dioxide is added
• The ‘must’ is chilled & allowed to settle
• Must is filtered
(Continued)

F&B products
• A commercially prepared yeast is added to the must
• Fermentation occurs under refrigeration
• Fermentation is stopped when the wine has reached
the required level of dryness or sweetness
• Yeast protein, skins and other residue are allowed to
settle out & wine is 'fined‘ to remove unwanted matter
• The wine is aged

F&B products
Process for making red wine – red wine can only be made
from red grapes:
• Grapes are harvested & crushed - juice stays in contact
with skins
• Winemaker determines how long juice stays on the
skins
• Grapes pressed to extract all the juice and other juice
may be added – many red table wines are ‘blends’
• Fermentation occurs
• Wine is filtered & stored in wood
• Wine is bottled for age

F&B products
Wines may be classified in different ways:
• Red or white wines
• Varietal or generic wines
• Sparkling wines
• Fortified wines
The one wine can appear in more than one classification.

F&B products
Varietal wines:
• ‘Varietal’ wines are wines made from nominated grape
variety
• Where wine claims to be made from certain grapes, it
must be made from a minimum percentage of the stated
variety
• Where wine claims to be made from grapes of a certain
year a minimum percentage of the wine must be from the
specified year
• Where wine claims to come from a nominated area a
minimum percentage must come from the stated area

F&B products
White grape varieties:
• Chardonnay
• Chenin Blanc
• Rhine Riesling
• Sauvignon Blanc
• Semillon
• Traminer

F&B products
Red grape varieties:
• Cabernet Sauvignon
• Malbec
• Merlot
• Pinot Noir
• Shiraz

F&B products
‘Generic’ wines are made to a style:
• Generic white wines:
• Chablis, Hock, Moselle, Riesling, Sauternes, White
Burgundy
• Generic red wines:
• Burgundy, Claret

F&B products
‘Blended’ wines:
• Made from two or more
grape varieties
• Creates a unique wine
• May be done to overcome deficiencies in one grape
type
• Many excellent wines are blended – blended wines are
not inferior

F&B products
‘Sparkling wine’:
• Only sparkling wine form the
Champagne region in France can be
called Champagne
• All other ‘wine with bubbles’ is
‘sparkling wine’
• There are four main production
methods for making sparkling wines

F&B products
Methods for making ‘sparkling wine’:
• Méthode champenoise –
the traditional method
• Carbonated (or Injection) method
• Cuvee close (or Charmat, or Bulk, or Tank) method
• Transfer method

F&B products
Different styles of Champagnes:
• Non-Vintage (N.V.)
• Vintage
• Rosé
• Crémant
• Blanc de Blancs
• Blanc de Noirs

F&B products
Sparkling wines vary in sweetness:
• Driest is called ‘Extra brut’, then they describe
increasing levels of sweetness:
• Brut
• Extra dry
• Sec
• Demi-sec
• Sweetest is called ‘Doux

F&B products
Champagne bottle sizes:
• Common/standard – 375 mls & 750 mls
• Magnums – equivalent to 2 x 750 ml bottles
• Jeroboam – 4 bottles
• Rehoboam – 6 bottles
• Methuselah – 8 bottles
• Salmanazar – 12 bottles
• Balthazar – 16 bottles
• Nebuchadnezzar – 20 bottles

F&B products
Fortified wine:
• Base wine with added alcohol
• The extra alcohol adds sweetness &
improves the ‘keeping’ quality
• Alc/vol = 17% - 22% range
• Serve size = 60 mls

F&B products
Fortified wines include:
• Sherries
• Dry, Medium, Sweet, Cream
• Vermouths
• Ports
• Muscats

F&B products
Vermouth:
• White wine infused with various herbs,
spices, flowers, fruits
• Available in:
• Red – ‘rosso’ (sweet): also called ‘Italian’
• White – ‘bianco’ (dry): also called ‘French’
• Used in some mixed drinks & on its own as a pre-dinner
drink

F&B products
Ports are available in a variety of styles:
• White port – no/less time in contact with grape skins
• Ruby port – blended & bottled young to retain
‘fire’
• Tawny port – called after its colour due to wood
aging
• Vintage port – made from grapes of one specific year: should
be consumed with 2 – 3 days of opening
• Liqueur port – tawny port which has been allowed to
evaporate through casks to reduce amount of liquid &
concentrate the sugar, colour & flavour

F&B products
Muscat:
• Name can refer to the grape variety or the fortified wine
• Is a red dessert wine
• Also available in ‘Liqueur’ form (similar to liqueur port)

F&B products
Major wine producing countries of the world:
Slide 55
Major wine countries – but there are others
Australia Chile
France South Africa
Italy Spain
Germany America
New Zealand Portugal

F&B products
Spirits:
• There are 5 basic spirits:
• Whiskey
• Rum
• Gin
• Vodka
• Brandy

F&B products
Whisky:
• Distilled from grain (barley, rye, maize, cereal)
• There are various sorts:
• Scotch whisky – grain, de luxe, malt
• Common brands = Johhnie Walker
(different colour labels indicate different quality),
Chivas, Haig’s Dimple, Black & White, Teacher’s,
Glenfiddich

F&B products
Other whisky products:
• Irish whiskey:
• Jameson, Paddy’s, Tullamore Dew
• Bourbon & Rye whiskies:
• Wild Turkey Kentucky Straight Bourbon
Whisky
• Jack Daniels Sour Mash Tennessee
Whiskey
• Jim Beam Kentucky Straight Bourbon
Whiskey

F&B products
Rum:
• Distilled from molasses
• Styles:
• Jamaican, Barbados, Trinidad
• Colours:
• Red, clear/white, gold
• Brand names:
• Captain Morgan, Bacardi, Cougar

F&B products
‘Proof’:
• Another way of indicating the alcohol content of spirits
• ‘Proof’ figure will be twice the alc/vol figure
• 80 proof means 40% alc/vol

F&B products
Gin:
• White spirit with added infusions of various berries &
herbs – juniper, sloe berries, coriander, cardamon,
citrus peel
• ‘London Dry Gin ‘ –
most called for type:
• Gordon’s, Tanqueray, Gilbey’s
• Slow Gin – emphasis on sloe berries

F&B products
Vodka:
• Made from a base grain or molasses & heavily filtered
• Traditionally not flavoured but recent
vodkas feature infusions of cherries,
pears, cranberries, strawberries, vanilla,
oranges, lemons & other ingredients
• Popular brands – Enistoff, Karloff,
Finlandia, Wyborowa, Smirnoff, Skyy

F&B products
Brandy:
• Distilled from grapes
• Widely produced
• Popular brands = St. Remy, Remy Martin, Hennessy
Cognac:
• Must be made in ‘Cognac’ region (France)
• Consumed from Brandy Balloon
• Popular brands = Courvoisier, Remy Martin, Camus

F&B products
Tequila:
• Mexican spirit – clear to pale gold in colour
• Made from cactus plant
• May have worm in the bottle
• Popular brands - José Cuervo, El Toro, Coyote

F&B products
Service of spirits:
• Double (60 mls), Full nip (30 mls) or Half (15 mls)
• May be in long or short glass
• May be served ‘with’ or ‘without’ ice
• ‘Neat’ = no ice, no water, no mixer
• If patron does not specify, standard industry practice is:
• Ask how they want it
• Use full nip, long glass & ice

F&B products
Mixers/soft drink with spirits:
• Gin – tonic water, lemon squash, bitter lemon,
lemonade, orange juice
• Brandy – dry ginger, cola, lemonade
• Whisky – dry ginger, cola, soda water
• Rum – cola
• Vodka – lemon squash, orange juice, tomato juice

F&B products
RTDs:
• Stands for pre-mixed ‘Ready-To-Drink’ products
• Available in bottles & cans
• May be spirit-based or wine-based
• Examples include Bacardi Breezers,
Vodka Cruisers, Canadian Club and cola, Jack Daniels
and cola

F&B products
Applejack:
• Pot distilled from apples
• May be straight or neutral spirit
Aquavit:
• ‘Water of life’
• Distilled from grain or potatoes – may be flavoured
• Served ice cold – can be stored in a freezer

F&B products
Calvados:
• Apple brandy
Eau de Vie:
• ‘Water of life’
• Fruit brandies
• Generally colourless

F&B products
Kirsch:
• French cherry brandy
Kirschwasser:
• German or Swiss cherry brandy

F&B products
Ouzo:
• Greek national drink
• Aniseed flavour
Pernod:
• Proprietary brand aniseed-flavoured French drink
• Both turn milky in colour when water is added

F&B products
Poire Williams:
• French pear brandy
Slivovitz:
• Yugoslavian plum brandy

F&B products
Liqueurs:
• Spirits flavoured with a range of ingredients
• ‘Proprietary’ liqueurs = liqueurs made only by one
company: Tia Maria, Grand Marnier, Galliano
• ‘Generic’ = styles of liqueurs made by
many producers: advocaat, crème de
menthe, crème de cacao
• Used in cocktails or served on their own
- may be served ‘flaming’
• Serve size = 30 mls

F&B products
Advocaat:
• Thick, yellow egg- & spirit-based
Anisette:
• Sweet anise-flavoured
Bailey’s Irish Cream:
• Whiskey with fresh cream, chocolate &
coffee

F&B products
Benedictine DOM:
• DOM = Deo Optimo Maximo
• Golden liqueur with herb flavour
Chartreuse – yellow & green:
• Brandy distilled with herbs
• Yellow Chartreuse is yellow & sweeter
Cointreau:
• Clear orange-flavoured

F&B products
Crème de Bananes:
• Sweet & banana-flavoured
Crème de Cacao:
• Sweet liqueur of cocoa & vanilla beans
Crème de Cassis:
• Blackcurrant-flavoured
Crème de Menthe:
• Mint-flavoured – available in green & clear

F&B products
Drambuie:
• Scotch whisky with herbs & honey
Grand Marnier:
• Oranges steeped in Cognac
Irish Mist:
• Whiskey infused with heather & honey
Kahlua:
• Coffee-flavoured

F&B products
Curaçao:
• Orange-flavoured liqueur
• Blue, orange or colorless
Jagermeister:
• Bitter tasting made from herbs, roots & spices
Kummel:
• Grain spirit flavoured with caraway seeds
Maraschino:
• Cherry liqueur

F&B products
Midori:
• Green & melon-flavoured
Parfait d’Amour:
• Highly-scented, violet-colored liqueur
Peach brandy:
• Peaches soaked in brandy
Royal Mint Chocolate:
• Like a liquid ‘after dinner mint’

F&B products
Sambuca:
• Anise-flavoured
• Red, black or clear
Strega (‘the witch’):
• Italian herb-flavoured liqueur
Tia Maria:
• Coffee-flavoured
Van Der Hum:
• Brandy with tangerines

F&B products
Beer – available in:
• Draught – bulk form using kegs/barrels
• Packaged form – small and large bottles,
cans

F&B products
Beer is made by ‘brewing’:
• Barley steeped in water & germinates
• Dried by warm air & ground
• Mixed with water to make 'wort’
• Wort boiled with hops & sugar
• Cooled & yeast added to start fermentation
• Beer is then clarified, stored & matured
• Filtered, packaged & sold

F&B products
Boutique beers:
• Not mass produced
• Have unique characters – colour,
aroma, flavour
• May be produced by micro-breweries,
some attached to hotels
• May be domestic/local/national or international
(from overseas)

F&B products
Commercially produced beers:
• Brewed by big breweries – at different strengths:
• Standard – around 4.9% alc/vol
• Mid-strength – about 3.3% alc/vol
• Light – about 2.2% alc/vol
• Low-alcohol – at around 0.9% alc/vol
• May be domestic or overseas

F&B products
Citrus-infused beers:
• Beer infused during the brewing process with one or
more of the following:
• Orange
• Lemon
• Lime

F&B products
Imported beers:
Slide 86
Brand Country
Fosters Australia
Lowenbrau
Beck’s
Corona
Budweiser
Heineken
Miller
Maes
Chimay
Duvel
Asahi

F&B products
Most beer is served ‘neat’ but variations exist:
• Shandy = beer & lemonade
• Beer with a dash = just a small amount of lemonade
• Lager & line = beer & lime juice
• Red eye = beer & tomato juice
• Black & tan (‘Half & half’) = beer & stout
• Portergaff = stout & lemonade
• Wedge of lime in neck of Corona bottle
Glasses for beer range from 200 mls.

F&B products
Non-alcoholic beverages:
• Tea
• Coffee
• Milk shakes & flavoured milks
• Smoothies
• Hot & iced chocolate
• Juices
(Continued)

F&B products
• Cordials & syrups
• Waters
• Soft drinks/aerated waters
• Mocktails
• Health & energy drinks
• Frappés
• Children’s specialty drinks

Identify information required to
fulfill responsibilities of job role
General work requirements – Head waiter:
• Organise staff
• Create table/floor plan
• Conduct staff briefing
• Liaise with others
• Welcome guests
(Continued)

• Oversee/supervise service session
• Monitor service standards
• Conduct end-of-session de-briefings
• Contribute positive suggestions for change

General work requirements – Food waiter:
• Setting up room
• Greeting guests
• Taking orders
• Serving food
• Clearing tables
• Preparing & presenting accounts
(Continued)

• Receiving payment
• Farewelling guests
• Stripping room

General work requirements – Drink waiter:
• Setting glasses
• Taking drink orders
• Delivering drinks to tables/guests
• Serving drinks
• Making recommendations
(Continued)

• Clearing
• Preparing, presenting & processing beverage account
• Farewelling guests
• Stripping room at end-of-service
• Cleaning

Combined ‘food & beverage’ roles:
• Integrate the identified roles of individual food &
beverage waiters
• Occur:
• In small venues, &/or
• In large venues where management believes service
of F&B is best provided to guests by the same
person

‘Runners’ (‘Busboys/busgirls) – support waiters:
• Running/bussing dishes to & from kitchen & dining room
• Removing unwanted items
• Preparing ancillary items to support service
• Fetching & carrying whatever the waiter wants
• Conveying messages
• Dealing with spills

General work requirements – Bar staff:
• Prepares bar for service
• Mix & serve drinks – to staff & direct to
customers
• Accepts payment - & may run the accounts
• Orders stock
• Cleans & tidies bar

You may obtain information on what your job entails by:
• Reading Job Descriptions & similar
• Seeking verbal advice from others
• Attending on-the-job training
• Reading workplace Checklists

Develop & maintain product
knowledge in line with job role &
responsibilities
The industry is constantly changing & you need to be
proactive & stay up-to-date with what is happening – you
can do this through a mix of:
• Formal research
• Informal research

responsibilities
Customer feedback & workplace observation is useful in
developing/maintaining product knowledge:
• Talk to guests/customers
• Identify new items available on
menus/drink lists
• Note ‘product returns’
• Note workplace advertising & displays
• Talk with other staff
• Observe guests/customers

responsibilities
Research needs a focus as to what is required & why it is
required – ways to achieve this:
• Speak to guests when they have finished a drink/meal
• Distribute ‘Customer Comment’ cards
• Encourage use of online feedback
• Talk to customers during meal/experience
• Observe guest/customer reaction to
food/drinks/service

responsibilities
Develop & maintain product knowledge in relation to:
• Current market trends
• Local area products
• Seasonal produce
• Enterprise menus & specials
• Enterprise trends
• Promotional activities

responsibilities
Make sure you share any new/updated F&B product
knowledge you identify – this can be done through:
• Informal sharing:
• Talking & telling; answering
questions
• Formal sharing:
• At staff meeting & briefings
• Through handouts

Identify features of specific F&B which
have potential customer appeal
You need to identify F&B features so you can:
• Meet customer expectations
• Optimise sales
• Enhance customer experience
• Increase chance of repeat & referral business
• Meet management expectations
• Demonstrate customer-focus

Focus on the following:
• Relationship between food & beverages
• Knowledge of specific foods
• Knowledge of specific beverages
• Local products
• Workplace menus, specials & trends

Regarding the relationship between specific foods &
beverages:
• Identify food & drinks which work well together
• Aim to be able to recommend at least one
beverage for each menu item
• List beverage matches on menu?
• Create a list of beverage matches to put behind bar?

Knowledge of specific foods must:
• Cover all menus for all sessions, days & times
• Embrace all the characteristics of every dish listed on
the menu – such as:
• Taste, aroma & serve size
• Ingredients, cooking style & preparation
time
• Price
• Cultural & dietary factors

Knowledge about beverages should address:
• Alcohol strength, country of origin and price
• Taste and colour
• Special characteristics
• Prizes, awards, medals and trophies
• Vintage of wines
• Uses

Local products:
• May be regional or national
• Can include:
• Beers, wines, spirits, drinks
• Locally processed items
• Local raw ingredients

Knowledge about local products must cover:
• Name and characteristics
• Growers, producers and providers - and location
• Packages available for sale to public
• Customs restrictions
• Cost
• How to use or consume
• Local popularity
• Growth and the basics of production

Facts to know about menu items:
• Serve size and taste
• Fresh or frozen
• Ingredients
• Time to prepare or ‘ready to serve’ immediately
• Ingredients
• Cooking style
• Cultural and dietary suitability

Find out the following about ‘Specials’:
• Items available as part of the Special/deal/package
• When it starts and finishes
• Cost
• Who is eligible
• Why it is ‘special’

Knowledge about local or venue trends can be used to:
• Make recommendations
• Engage with guests
• Demonstrate professionalism
• Find out more about emerging trends

Summary – Element 1
When obtaining product information on F&B:
• Be proactive in finding relevant information
• Do internal and external research to obtain facts,
figures and product knowledge
• Undertake formal and informal research activities
• Learn about the different courses, dishes and
ingredients used
(Continued)

• Learn about cooking times, styles, specialist items,
national dishes and signature dishes
• Be able to name all the food and drinks served and their
ingredients
• Learn about beers, wines, spirits, liqueurs and non-
alcoholic drinks
• Learn about service options for F&B items
(Continued)

• Taste test items
• Determine specific F&B knowledge you need
for your job role and learn that first
• Read all internal documentation – menus,
drink and wine lists, job descriptions, training
materials
• Share new knowledge with other staff
• Spend time learning about special features which have
the potential to interest and be attractive to tourists and
visitors

Element 2 - Provide customers with
relevant F&B product knowledge
Performance Criteria for this Element are:
• Offer advice on suitable combinations of foods and
beverages where appropriate
• Provide assistance to customers on selection of F&B
items
• Respond courteously and authoritatively to customer
questions in relation to menus and drink lists
• Provide advice on menu items that reflect the special
dietary or cultural requirements of customers

Offer advice on suitable
combinations of F&B
Many customers require help on F&B combinations – this
may be provided:
• In response to questions
• When serving – at table or bar
• When ‘greeting and seating’
• In public areas
• When delivering room service
• In retail outlets

combinations of F&B
You must ask questions before making recommendations:
• Alcoholic or non-alcoholic?
• Just for themselves or to share with others?
• What sort of wine – red or white? Still or sparkling?
• What food have they chosen?
• Local product?
• New taste experience?

combinations of F&B
When making recommendations:
• Never say to customers:
• “I don’t know”, or
• “I don’t drink”
• Realise you are only making suggestions and guests
are not obliged to accept what you recommend

combinations of F&B
Suggestions for matching wine with Western food:
Slide 122
Food Wine
Seafood Semillon, sauvignon blanc, riesling
Game Cabernet sauvignon, shiraz, chardonnay,
semillon
Red meat Cabernet merlot, cabernet sauvignon, shiraz,
malbec
Poultry Chardonnay, chenin blanc, verdelho
Salads Chenin blanc, verdelho, chardonnay, riesling
Antipasto Chardonnay, rosé
Pasta Chardonnay, riesling, shiraz
Cheese platters Cabernet merlot
Desserts Dessert wines

combinations of F&B
Matching Asian food with wine:
• Steer away from strong-flavoured reds
• White wines generally provide a better
match than red wines
• Try to ‘complement’ the food – not ‘contrast’ it

combinations of F&B
‘Complementing’ means suggesting a wine to harmonise
with the selected food:
• White wine with white meat
• Red wine with red meat
• Reds with cheese
• Delicate with delicate
• Full-bodied with full-bodied
• Sweet with sweet

combinations of F&B
‘Contrasting’:
• Selecting a wine which stands distinctly different to the
food
• Seeks to highlight difference –
rather than ‘harmonise’ food and
wine
• Try to learn which styles of wine contrast well with
certain styles of food
• Taste test to assist your learning

Provide assistance to customers
on selection of F&B
When providing assistance on F&B selection:
• Be honest and accurate
• Speak clearly, confidently and audibly
• Be alert to every chance to do so:
• Be proactive
• If in doubt – ask

on selection of F&B
Drink/beverage advice may be given:
• When patrons are undecided or unsure
• The ordered drink is not available
• On special occasions
• When a new product is in stock
• When customer feels ‘off colour’
• When they are eating
• If they do not want alcohol or much alcohol

on selection of F&B
Ask questions before recommending beverages:
• Hot or cold?
• Alcoholic or non-alcoholic?
• Beer, wine or a mixed drink?
• Cocktail?
• Red or white wine?
• Bottle or can or just a glass?

on selection of F&B
Information when providing assistance on selection of
beverages can include:
• Taste, colour and aroma
• Imported or domestic
• Options for consumption
• Alcoholic strength
• Size of drink, can or bottle
• Special points or characteristics

on selection of F&B
When advising about food:
• Make it sound appealing but be honest
• Be prepared to suggest or advise on:
• Soups, fish, roast, vegetables, sauces and Specials
of the day
• Signature dishes
• Take notes when the pre-service briefing takes place

on selection of F&B
Provide other assistance too:
• Carrying their drinks
• Helping with their children
• Getting them some reading material
• Helping with luggage
• Opening doors
• Phoning a taxi
• Obtaining something ‘extra’

Respond to customer questions in
relation to menus and drink lists
When responding to questions:
• Answer:
• Courteously, accurately and honestly
• Talk:
• Clearly, confidently and loud enough

Plan your answers to customer questions:
• Many questions from customers can be
predicted
• There is a need to plan and prepare
answers to these
• So they help distinguish your venue
from the competition
• Realise questions do not indicate rudeness or stupidity

When responding to questions remember:
• It is part of your job
• Questions are not an interruption to
your work
• Never indicate the questions are ‘silly’
• Customers use questions to enhance their dining
experience

Strategy for responding to questions:
• Be polite
• Respond promptly
• Never give a negative impression
• Smile
• Give customers your full attention
• Spend the required amount of time
• Ensure information provided is understood

If you do not know the answer to a question:
• Apologise
• Tell them you do not know the answer
• Tell them you will find out
• Do so
• Report back to them
Never:
• Lie or make it up
• Ignore the question

Provide advice that reflects special
requirements of customers
Special requests from customers can relate to:
• Timing issues
• Cultural issues
• Dietary requirements
• Personal preferences
• How steaks are cooked
• Entrées as main courses and MCs as entrées
ALWAYS CHECK WITH THE KITCHEN

Special requests can relate to dietary issues:
• Vegetarian requests:
• Lacto-ova or Ova-lacto vegetarians
• Lacto-vegetarians
• Pescatarians
• Vegans
(Continued)

• Low-salt foods
• Low or no-sugar meals
• Lactose-reduced milk
• Gluten-free menu items
• Macrobiotic foods
ALWAYS CHECK FIRST WITH KITCHEN BEFORE
TAKING ORDER

Always treat requests/food orders with extra care and
attention if guest mentions they have special needs in
relation to:
• Allergies
• Medications
• Health-related conditions
• Specific diets

When dealing with special requests involving heath-related
issues:
• Check with kitchen or management before taking order
• Ensure those preparing the food understand
the requirement or health issue
• Double-check when you pick up the dish it
has been prepared as required
• Check you have appropriate emergency responses in
place if something goes wrong

You may need to respond to cultural food-related requests
from:
• Jewish guests
• Muslim guests
• Hindu guests

Degrees of ‘doneness’ of steak:
• Blue
• Rare
• Medium-rare
• Medium to Well Done
• Well Done

When providing customers with relevant F&B product
knowledge:
• Be prepared to offer help and advice at every
opportunity – be proactive
• Ask some questions to identify guest needs, wants and
preferences before making recommendations
• Ensure suggestions reflect identified preferences of guest
• Learn the dishes in your workplace and learn the
beverages which match them and make a suitable
accompaniment
(Continued)

• When recommending wines consider the ‘complement’
or ‘contrast’ approach
• Use product knowledge as the basis for information or
help provided
• Try to obtain first-hand knowledge about the food
and beverages you serve – try to taste test everything
• Determine the specials before each service session –
from the kitchen
(Continued)

• Be alert to the potential to provide extra service when
providing customers with F&B product knowledge
• Respond to questions and queries in a courteous and
honest manner
• Always tell the truth about the items you recommend –
tell the ‘bad’ as well as the ‘good’
• Prepare for questions from customers – try to determine
the questions they might ask and plan a suitable
response
(Continued)

• Never say “I don’t know” or “It’s not my job”
• Be very careful when responding to food queries
relating to health, diet or medical issues
• Always check with the kitchen before taking a special
food order
• Make sure the kitchen understands the requirements for
any special food requests you place with them

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