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PRODUCT KNOWLEDGE
Part 3
DEDY WIJAYANTO
Desaign by DEDY WIJAYANTO 1
Slide Title
Beer – available in:
• Draught – bulk form using kegs/barrels
• Packaged form – small and large bottles,
cans
Desaign by DEDY WIJAYANTO 2
Slide Title
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
Desaign by DEDY WIJAYANTO 3
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)
Desaign by DEDY WIJAYANTO 4
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
Desaign by DEDY WIJAYANTO 5
Citrus-infused beers:
• Beer infused during the brewing process with one or more of
the following:
• Orange
• Lemon
• Lime
Desaign by DEDY WIJAYANTO 6
Desaign by DEDY WIJAYANTO 7
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.
Desaign by DEDY WIJAYANTO 8
Non-alcoholic beverages:
• Tea
• Coffee
• Milk shakes & flavoured milks
• Smoothies
• Hot & iced chocolate
• Juices
(Continued)
Desaign by DEDY WIJAYANTO 9
• Cordials & syrups
• Waters
• Soft drinks/aerated waters
• Mocktails
• Health & energy drinks
• Frappés
• Children’s specialty drinks
Desaign by DEDY WIJAYANTO 10
General work requirements – Head waiter:
• Organise staff
• Create table/floor plan
• Conduct staff briefing
• Liaise with others
• Welcome guests
(Continued)
Desaign by DEDY WIJAYANTO 11
• Oversee/supervise service session
• Monitor service standards
• Conduct end-of-session de-briefings
• Contribute positive suggestions for change
Desaign by DEDY WIJAYANTO 12
General work requirements – Food waiter:
• Setting up room
• Greeting guests
• Taking orders
• Serving food
• Clearing tables
• Preparing & presenting accounts
(Continued)
Desaign by DEDY WIJAYANTO 13
General work requirements – Drink waiter:
• Setting glasses
• Taking drink orders
• Delivering drinks to tables/guests
• Serving drinks
• Making recommendations
(Continued)
Desaign by DEDY WIJAYANTO 14
• Clearing
• Preparing, presenting & processing beverage account
• Farewelling guests
• Stripping room at end-of-service
• Cleaning
Desaign by DEDY WIJAYANTO 15
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
Desaign by DEDY WIJAYANTO 16
‘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
Desaign by DEDY WIJAYANTO 17
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
Desaign by DEDY WIJAYANTO 18
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
Desaign by DEDY WIJAYANTO 19
Develop & maintain product knowledge in relation to:
• Current market trends
• Local area products
• Seasonal produce
• Enterprise menus & specials
• Enterprise trends
• Promotional activities
Desaign by DEDY WIJAYANTO 20
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
Desaign by DEDY WIJAYANTO 21
Focus on the following:
• Relationship between food & beverages
• Knowledge of specific foods
• Knowledge of specific beverages
• Local products
• Workplace menus, specials & trends
Desaign by DEDY WIJAYANTO 22
Desaign by DEDY WIJAYANTO 23

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Prod knowledge part 3

  • 1. PRODUCT KNOWLEDGE Part 3 DEDY WIJAYANTO Desaign by DEDY WIJAYANTO 1
  • 2. Slide Title Beer – available in: • Draught – bulk form using kegs/barrels • Packaged form – small and large bottles, cans Desaign by DEDY WIJAYANTO 2
  • 3. Slide Title 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 Desaign by DEDY WIJAYANTO 3
  • 4. 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) Desaign by DEDY WIJAYANTO 4
  • 5. 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 Desaign by DEDY WIJAYANTO 5
  • 6. Citrus-infused beers: • Beer infused during the brewing process with one or more of the following: • Orange • Lemon • Lime Desaign by DEDY WIJAYANTO 6
  • 7. Desaign by DEDY WIJAYANTO 7
  • 8. 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. Desaign by DEDY WIJAYANTO 8
  • 9. Non-alcoholic beverages: • Tea • Coffee • Milk shakes & flavoured milks • Smoothies • Hot & iced chocolate • Juices (Continued) Desaign by DEDY WIJAYANTO 9
  • 10. • Cordials & syrups • Waters • Soft drinks/aerated waters • Mocktails • Health & energy drinks • Frappés • Children’s specialty drinks Desaign by DEDY WIJAYANTO 10
  • 11. General work requirements – Head waiter: • Organise staff • Create table/floor plan • Conduct staff briefing • Liaise with others • Welcome guests (Continued) Desaign by DEDY WIJAYANTO 11
  • 12. • Oversee/supervise service session • Monitor service standards • Conduct end-of-session de-briefings • Contribute positive suggestions for change Desaign by DEDY WIJAYANTO 12
  • 13. General work requirements – Food waiter: • Setting up room • Greeting guests • Taking orders • Serving food • Clearing tables • Preparing & presenting accounts (Continued) Desaign by DEDY WIJAYANTO 13
  • 14. General work requirements – Drink waiter: • Setting glasses • Taking drink orders • Delivering drinks to tables/guests • Serving drinks • Making recommendations (Continued) Desaign by DEDY WIJAYANTO 14
  • 15. • Clearing • Preparing, presenting & processing beverage account • Farewelling guests • Stripping room at end-of-service • Cleaning Desaign by DEDY WIJAYANTO 15
  • 16. 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 Desaign by DEDY WIJAYANTO 16
  • 17. ‘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 Desaign by DEDY WIJAYANTO 17
  • 18. 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 Desaign by DEDY WIJAYANTO 18
  • 19. 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 Desaign by DEDY WIJAYANTO 19
  • 20. Develop & maintain product knowledge in relation to: • Current market trends • Local area products • Seasonal produce • Enterprise menus & specials • Enterprise trends • Promotional activities Desaign by DEDY WIJAYANTO 20
  • 21. 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 Desaign by DEDY WIJAYANTO 21
  • 22. Focus on the following: • Relationship between food & beverages • Knowledge of specific foods • Knowledge of specific beverages • Local products • Workplace menus, specials & trends Desaign by DEDY WIJAYANTO 22
  • 23. Desaign by DEDY WIJAYANTO 23