National Training

Materials

NEW APPRENTICESHIPS

TRAINEE WORKBOOK

traineeship in hospitality practices

introduction to
food and
beverage
service

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 trainee
workbook

TRAINEESHIP IN
HOSPITALITY PRACTICES

INTRODUCTION TO
FOOD AND BEVERAGE
SERVICE

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 Managing Agent: The Department of Training and Industrial Relations Queensland,
through their nominee the Tourism and Hospitality Curriculum
Consortium (TAFE Queensland) in partnership with the Hospitality
Industry.

Acknowledgements: Acknowledgement is made of the contribution of the team at

PM Hospitality Pty Limited, Sydney as producers of this
resource.

© Australian National Training Authority (ANTA), 1997

All rights reserved. This work has been produced initially with the assistance of funding
provided by the Commonwealth Government through ANTA. This work is copyright, but
permission is given to trainers and teachers to make copies by photocopying or other
duplicating processes for use within their own training organisation or in a workplace where
the training is being conducted. This permission does not extend to the making of copies for
use outside the immediate training environment for which they are made, nor the making of
copies for hire or resale to third parties. For permission outside these guidelines, apply in
writing to Australian Training Products Ltd (formerly ACTRAC Products Ltd).

The views expressed in this version of the work do not necessarily represent the views
of ANTA. ANTA does not give warranty nor accept any liability in relation to the content of
this work.
Published by Australian Training Products Pty (formerly ACTRAC Products Ltd),
Australian National Training Authority.
GPO Box 5347BB Melbourne, Victoria 3001,
Telephone +61 3 9630 9836/37
Facsimile + 61 3 9639 4684

First published 1997

Stockcode DP9030I03WBK
Printed by Document Printing Australia
 PATHWAYS
TO YOUR
CAREER

This book belongs to:

If found, please return to:

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52
CONTENTS PAGE
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The Aim Of This Unit 1
How Is Each Unit Structured? 2
What You Should Achieve 4
What You Can Do Already 5
What You Need To Complete This Unit 5
Symbols 6
How To Use This Workbook 7
Special Notes For Trainees 8

TOPIC 1 WORKING IN FOOD AND BEVERAGE 9

TOPIC 2 FOOD AND BEVERAGE OPERATIONS 14
TOPIC 3 FOOD AND BEVERAGE CAREERS 23
TOPIC 4 COMMUNICATION AND WORKING
AS PART OF A TEAM 34

For More Information 39

What Next? 40
How You Might Be Assessed 41

53
THE AIM OF THIS UNIT
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Welcome to the unit ‘Introduction to Food and Beverage Service’.

The aim of this unit is to provide you with an overview of the Food and Beverage
service sector of the Hospitality Industry.

On completion of this unit and some practical exercises, you should be able to
perform an identified role in the workplace.

The approximate training time for this unit is 4 hours.

1
 HOW IS EACH UNIT STRUCTURED?
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Your Traineeship is made up of a range of units which cover the different skills you
need. This is how each unit is structured:

DEFINITION OF TERMS EXAMPLE

Unit of Competency

The set of skills which applies to a

particular job function. Carry out Basic Restaurant Service.

Element

The building blocks which make up

a unit. Each unit normally has
several elements. Greet and seat customers.

Performance Criteria

The standards of performance Customers are welcomed and greeted

which are required for each
element. These are the criteria
against which your Trainer will
informally judge whether you are
competent. These performance
criteria are also used by the
Registered Assessor when a formal
assessment is made. The results of
this assessment will be recorded in
your Competency Achievement
Record.
upon arrival using standard procedures.
Courteous introductions are made and
reservations checked promptly.
The host is acknowledged.
Customers are seated immediately, and
shown proper regard for their needs.
Menus and drink lists are presented to
customers promptly, open and the correct
way up.

The Elements and Performance Criteria specific to this unit are contained under the
next heading, ‘What You Should Achieve’. Use that section to:

identify what you have to do

identify what you have done already

check your progress ie. how you are going

2
General Support Modules
While most units in your Traineeship are based on competencies, there is another
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type called General Support Modules (GSMs).

GSMs consist of general skills and knowledge such as computer skills and cultural
awareness and may be common to more than one area of the Hospitality Industry.

GSMs are very similar to units of competency, but use slightly different terminology.
For example, in the Competency Achievement Record, Elements are called Learning
Outcomes and Performance Criteria are called Assessment Criteria.

3
 WHAT YOU SHOULD ACHIEVE
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Element Performance Criteria (tick when completed)

On completion of this unit

you should be able to: You will know you have achieved this when:
Element 1
Function in a job role Established work procedures are followed within a
defined role determined by: industry structure, type of
organisation, function of the area and function of the
role within the area

Workplace function is in accordance with accepted

practices of the industry/enterprise including dress,
hygiene, etiquette, communication and service ethos

Element 2
Work in a team Work is done effectively in a team according to the
interrelationship between different functional areas
and the service requirements of each

Allocated tasks are identified and completed within

defined times

Team management/operational procedures are

followed

When difficulties arise, the assistance of other team

members is sought

Quality and consistency of service is reflected in all

practices

Element 3
Contribute to meeting
organisational goals
Activities are carried out in accordance with
accepted procedures in a manner which promotes
the operation of the department/establishment and
which meets legal/regulatory requirements

4
WHAT YOU CAN DO ALREADY
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You may already have some skills for this unit. Perhaps you completed similar
activities in a previous job or learned them at school in another training course.

If you can demonstrate to your Trainer that you are competent in a particular skill,
you will not need to repeat the training for that skill. This is called RPL which stands
for ‘Recognition of Prior Learning’. Your prior learning is recognised when you can
successfully demonstrate that you are competent in a particular skill.

Take a look at the list in the previous section and see if you feel confident about
doing some of these things already. A good way to check is to read through your
Trainee Workbook and test yourself by completing the secheck questions.

If you feel that you have some of the skills, talk to your Trainer about having them
formally recognised. Your Trainer will then check to make sure you can do all the
required activities.

If you have a qualification from an accredited course then you can show it to your
Trainer as proof of your skills, rather than having to be assessed.

WHAT YOU NEED TO COMPLETE THIS UNIT

To be rested and fresh so that you can concentrate.

A desire to learn new skills.

Your own copy of this workbook.

Pen and paper to complete the activities.

The training aids that come with this unit.

Remember!
Always ask for help when you need it.

Celebrate your achievements and take pride in the new skills you learn.

Enjoy yourself!

5
int3 SYMBOls
Throughout the workbook you will see a range of symbols.
This is what they mean:

DISCUSS this subject with your Trainer

LOOK around your workplace for other examples

-

WRITE or draw your answer

ACTIVITY – carry out this activity

DANGER! You could get hurt

REMEMBER this – it is important

CHECK your work with . . .

6
HOW TO USE THIS WORKBOOK
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Read through the workbook carefully. It is divided into sections which cover all the
skills and knowledge you need to successfully complete this unit.

Talk to your Trainer and agree on how you will both organise the training of this
unit.

Work through all the information and complete the activities in each section. Use
the posters and other training aids that come with the Training Kit.

Most probably your Trainer will also be your Supervisor or Manager. He/she is
there to support you and show you the correct way to do things. Ask for help
when you need it.

Your Trainer will tell you about the important things you need to consider when
you are completing activities and it is important that you listen and take notes.

You will be given plenty of opportunity to ask questions and practise on the job.
Make sure you practise your new skills during regular work shifts. This way you
will improve both your speed and memory and also your confidence.

Talk to more experienced workmates and ask for their guidance.

Use the self-check questions at the end of each section to test your own progress.

When you are ready, ask your Trainer to watch you perform the activities outlined
in this Trainee Workbook.

As you work through the activities, ask for written feedback on your progress.
Your Trainer keeps Feedback/Pre-assessment Reports for this reason. When you
have successfully completed each Element, ask your Trainer to mark on the
reports that you are ready for assessment.

When you have completed this unit (or several units) and feel confident that you
have had sufficient practice, your Trainer will arrange an appointment with a
Registered Assessor to assess you. The results of your assessment will be recorded
in your Competency Achievement Record.

In summary: P LAN YOUR LEARNING

A TTEMPT THE ACTIVITIES
C HECK YOUR PROGRESS
A RRANGE FOR ASSESSMENT

7
 SPECIAL NOTES FOR TRAINEES
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OCCUPATIONAL HEALTH AND SAFETY
Each State and Territory in Australia is subject to Commonwealth and State laws
governing occupational health and safety (OH&S). This is coordinated by
WORKSAFE AUSTRALIA through the National Occupational Health and Safety
Commission. Most laws to do with occupational health and safety are specific to each
State and Territory. You must consider how these affect you in the undertaking of this
unit. If you are not sure or don’t know, speak to your Trainer.

AGE
In all States and Territories there are restrictions on what people can and can’t do
depending on their age. This differs in each State and Territory. This unit uses only a
general standard, so before doing any of the activities check that what you are being
asked to do is legal in your State or Territory. For example, it may be legal in your
State to serve alcohol to a customer under the age of 18 years if they are eating a full
meal and are in the company of an adult. In other States this may be illegal. If you
are not sure or don’t know, speak to your Trainer. Where necessary, your Trainer can
modify activities to ensure that you do not break the law.

FOOD ACTS
In each State and Territory there are different food acts. These laws set the cleanliness
and hygiene standards which a business must apply so that customers and staff are
protected from disease and infection. This unit has been written to a general
standard. Therefore, you must make sure that you apply appropriate food acts to the
activities you are performing. For instance, in New South Wales a sanitised cloth
should be used to polish cutlery, while in Queensland, the cloth must be disposable. If
you are not sure or don’t know, speak to your Trainer. Where necessary, your Trainer
can modify activities to ensure that you do not break the law.

TRAINING RESOURCES
These resources have been developed for the Traineeship In Hospitality Practices, but
may be appropriate for other on-the-job training programs. Please note this material
is subject to the copyright statement outlined in this workbook.