D1.HBS.CL5.01 Slide 1. Clean and tidy beverage and food service areas This Unit comprises three...
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Transcript of D1.HBS.CL5.01 Slide 1. Clean and tidy beverage and food service areas This Unit comprises three...
CLEAN AND TIDY BEVERAGE AND FOOD SERVICE AREAS
D1.HBS.CL5.01
Slide 1
Clean and tidy beverage and food service areas
This Unit comprises three Elements:
Clean and tidy food and beverage (F&B) service areas
Provide support to staff
Clean & tidy public areas
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 employer or supervisor
Slide 3
Element 1 - Clean and tidy food and beverage service areas
Performance criteria for this Element are:
Identify Food and Beverage service areas and equipment that may need to be cleaned
Identify factors that may impact on delivery of cleaning in F & B service areas
Apply cleaning and tidying techniques to identified cleaning needs in beverage service areas
(Continued)
Slide 4
Clean and tidy food and beverage service areas Apply cleaning and tidying techniques to identified
cleaning needs in food service areas
Identify equipment and items requiring maintenance and report to appropriate person
Identify unusual, suspicious or unruly behaviour and report to appropriate person
Use appropriate interpersonal skills when cleaning and tidying to optimise guest experience
Slide 5
Identify F & B service areas and equipment to be cleaned
In relation to this Unit your work will include:
Cleaning up spills and breakages
Regular cleaning at scheduled times
Responding to demands of trade
Assisting other staff
Slide 6
Identify F & B service areas and equipment to be cleaned
Areas requiring cleaning in F & B areas:
Bars
Eating areas
Gaming areas
Function rooms
(Continued)
Slide 7
Identify F & B service areas and equipment to be cleaned Entertainment areas
Back-of-house areas
Front-of-house areas
Outside external areas
Slide 8
Identify F & B service areas and equipment to be cleaned
You may be required to clean ‘support equipment’ such as:
Service and bar counters
Promotional displays
Mirrors and shelving
Racks
Flower displays
Slide 9
Identify F & B service areas and equipment to be cleaned
Beverage service equipment to be cleaned can include:
External parts of draught beer and post-mix systems
Parts of espresso machines
Glasses and glass washing machines
Service trays and trolleys
Refrigeration and display units
Slide 10
Identify F & B service areas and equipment to be cleaned
Food service equipment to be cleaned can include :
Service trays and trolleys
Gueridon equipment
Waiter’s stations
Crockery and cutlery
Slide 11
Identify factors impacting on delivery of cleaning in F & B areas
You must take the following into consideration when cleaning and tidying:
Internal standards
Internal policies and procedures
Need to minimise disruption to guests
Timeliness
Need to consult prior to cleaning
Slide 12
Identify factors impacting on delivery of cleaning in F & B areas
Internal standards:
Are venue-specific standards for cleaning which specify standards and criteria required for cleaning nominated items
Are not common
See handouts and Trainee Manual for examples
Slide 13
Identify factors impacting on delivery of cleaning in F and B areas
‘Internal policies’ are developed to:
Provide operational principles
Give guidelines for work
Support standards of the venue
Slide 14
Identify factors impacting on delivery of cleaning in F & B areas
Venue policies may relate to:
Training required before work
Equipment to be used
Chemicals to use
Safety and Frequency
Cleaning standards
Slide 15
Identify factors impacting on delivery of cleaning in F & B areas
‘Internal procedures’:
May be developed by the venue
May be ‘Manufacturer’s Instructions’ – ‘Operator’ or ‘User’ manuals
Provide basis and guidelines for cleaning
Slide 16
Identify factors impacting on delivery of cleaning in F & B areas
Keys to minimising disruption to guests:
Use common sense
Ask patrons for permission to clean
Apologise for inconvenience or interruption
Work quickly, work quietly
Be prepared to leave and come back to clean
Keep cleaning tolls out of guests’ way
Slide 17
Identify factors impacting on delivery of cleaning in F & B areas
‘Timeliness’ refers to:
Adhering to internal cleaning schedules
Implementing food safety cleaning requirements
Responding to requests by patrons
Cleaning up spills when they occur
Using common sense
Following management directives
Slide 18
Identify factors impacting on delivery of cleaning in F & B areas
‘Need to consult prior to cleaning’ relates to:
Determining if cleaning can start
Working out if certain things should be cleaned ‘first’ or ‘last’
Determining if reduced levels of cleaning are necessary
(Continued)
Slide 19
Identify factors impacting on delivery of cleaning in F & B areas
Identifying if any time constraints apply
Identifying things to be ‘left alone’
Determining items to be covered during the cleaning process
Finding out about any risks
Slide 20
Apply cleaning techniques to beverage service areas
Cleaning involves ‘behind the bar’ and customer’s side’ and can include:
‘Dry’ cleaning activities
‘Wet’ cleaning activities
Slide 21
Apply cleaning techniques to beverage service areas
Cleaning and tidying techniques:
Picking up items
Sweeping
Using dust pan and brush
Dusting
Slide 22
Apply cleaning techniques to beverage service areas Dry mopping
Wet mopping
Vacuuming floors
(Continued)
Slide 23
Apply cleaning techniques to beverage service areas Vacuuming furniture
Wiping down
Polishing
Washing
Slide 24
Apply cleaning techniques to beverage service areas
Specific cleaning of areas and items can include:
General cleaning of bar and service areas
Replacing and replenishing
Cleaning drip trays
Cleaning beer fonts and panels
(Continued)
Slide 25
Apply cleaning techniques to beverage service areas Cleaning inside and out of refrigeration units
Cleaning bar tops and counters
Cleaning and tidying tables
Cleaning mirrors
Cleaning displays
(Continued)
Slide 26
Apply cleaning techniques to beverage service areas Cleaning glass washers
Cleaning ice machines
Cleaning refrigeration cabinets
Cleaning glass chillers
(Continued)
Slide 27
Apply cleaning techniques to beverage service areas Cleaning post-mix machines and espresso machines:
Daily cleaning
Weekly cleaning
(Continued)
Slide 28
Apply cleaning techniques to beverage service areas Cleaning utensils:
Ice buckets
Jugs, glasses and cocktail shakers
Strainers and cutting boards
Ice scoops
Bar spoons, knives and tongs
Food containers
Slide 29
Apply cleaning techniques to beverage service areas
Cleaning outside areas can include:
Using a scrubbing machine
Operating a floor machine
Using a motorised sweeper
Using a high-pressure hose
Slide 30
Apply cleaning techniques to food service areasFood establishments may use colour-coding to prevent cross-contamination:
Tips or caps on cleaning items:
Red = toilets only
Green = kitchen or food areas only
Blue = general purpose cleaning
Slide 31
Apply cleaning techniques to food service areasAll items, equipment and surfaces used to prepare, store, service or process food must be:
Cleaned and sanitised:
Between high risk and cooked orready-to-eat food
After each service session
At least every 4 hours if in constant use
Slide 32
Apply cleaning techniques to food service areas
You may need to clean and sanitise:
Crockery, cutlery and glassware
General kitchen utensils
Food preparation, storage, display and service equipment
Cooking items
Food containers
Rubbish bins
Slide 33
Apply cleaning techniques to food service areas
In relation to cleaning and sanitising food areas and items:
Obtain workplace training
Cover exposed food
Wash hands after cleaning and before handling food items
Clean food surfaces
(Continued)
Slide 34
Apply cleaning techniques to food service areas Use nominated cloths or paper towels for cleaning your
hands, and for spills
Store cleaned items to keep them clean
Clean low risk areas and items before high risk
Do not use food containers for storing or measuring cleaning chemicals
(Continued)
Slide 35
Apply cleaning techniques to food service areas Store food and cleaning chemicals separately
Clean up spills straight away
Do not re-use single-use items
Follow requirements of any applicable Food safety Plans
Slide 36
Apply cleaning techniques to food service areas
Accepted process for washing and sanitising crockery and cutlery:
Remove visible food
Rinse
Wash with detergent
Rinse
Sanitise
Rinse
Air dry
Slide 37
Apply cleaning techniques to food service areasMachine washing of crockery and cutlery:
Scrape and rinse
Stack in correct tray or rack
Wash – min. 60 seconds at min. 66°C
Rinse – min. 10 seconds at min. 77°C
Slide 38
Apply cleaning techniques to food service areas
When using double-bowl sinks to clean and sanitise:
One bowl with water and detergent at 45°C for washing
Second bowl with clean water at min. 77°C
Sanitise by leaving items in second bowl for min. 3 minutes
Have thermometer on hand to test water temperatures
Air dry
Slide 39
Identify equipment and items requiring maintenance and report them
When cleaning always look for items requiring service or maintenance – faults or problems are usually caused by:
Breakdowns
Damage
Slide 40
Identify equipment and items requiring maintenance and report them
Items require attention when there are:
Frayed electrical cords and bare wires
Internal mechanical problems
Smoke or burning smells
(Continued)
Slide 41
Identify equipment and items requiring maintenance and report them
Leaking items
Those with broken handles or accessories
Items which are ‘worn and torn’
Those which have reached their scheduled time for service or preventative maintenance
Slide 42
Identify equipment and items requiring maintenance and report them
Problems can be identified by:
Sight
Hearing
Smell
Being told by others
Slide 43
Identify equipment and items requiring maintenance and report them
When a problem with equipment is identified:
Fix it
or
Report it
Slide 44
Identify equipment and items requiring maintenance and report them
If an item of equipment cannot be fixed:
Stop using it
Take it out of service
Tag it as ‘Out of Service’
Remove and store it
Report it
Slide 45
Identify equipment and items requiring maintenance and report them
Report items requiring maintenance to:
Supervisor
Manager
Owner
Maintenance department
Slide 46
Identify equipment and items requiring maintenance and report them
Ways to report items requiring maintenance:
Verbal report
In writing – form or report
Slide 47
Identify unusual, suspicious or unruly behaviour and report it
Always be alert to guests whose behaviour is unusual, suspicious or unruly:
Never intervene
Never put your self in harm’s way
Report it
Slide 48
Identify unusual, suspicious or unruly behaviour and report it
Be alert for the following:
People found in places they should not be
Intoxicated or disorderly people
Loiterers
(Continued)
Slide 49
Identify unusual, suspicious or unruly behaviour and report it Barred customers
Under-age people
Known vagrants
Undesirables
Anyone engaging in intimidating or anti-social behaviour
Anyone breaching ‘house rules’
Slide 50
Identify unusual, suspicious or unruly behaviour and report it
Keys when reporting unusual, suspicious or unruly behavior are:
Never intervene
Report it quickly
Provide full details
Slide 51
Use appropriate interpersonal skills when cleaning and tidying F & B areas
Interpersonal skills to apply when cleaning and tidying include:
Greeting guests
Farewelling guests
Providing product knowledge
Providing venue-specific advice and information
(Continued)
Slide 52
Use appropriate interpersonal skills when cleaning and tidying F & B areas
Selling skills
Assisting guests
Arranging for extra help
Slide 53
Use appropriate interpersonal skills when cleaning and tidying F & B areas
Applying appropriate interpersonal skills is important to:
Meet guest expectations
Respect guests
Demonstrate customer focus
Encourage repeat business
Optimise guest experience
Slide 54
Summary – Element 1
When cleaning and tidying food and beverage service areas:
Ensure you know the areas and items to be cleaned tidied
Learn the internal policies and procedures of the workplace which relate to cleaning and tidying
Observe the need to cause minimum disruption to patrons during cleaning and tidying
(Continued)
Slide 55
Summary – Element 1
Consult with other staff prior to cleaning/tidying
Use common sense about what to do and when to do it, or not do it
Follow manufacturer’s instructions when using chemicals and cleaning agents
(Continued)
Slide 56
Summary – Element 1
Follow internal directions and SOPs when cleaning items
Realise beverages are regarded as ‘food’ for the purpose of food safety
Use cleaning items, materials and techniques as designated and approved by the venue
(Continued)
Slide 57
Summary – Element 1 Be aware of the possibility of faulty equipment when
cleaning and tidying and report them
Stay alert to unacceptable people or behaviour and report them if detected
Ensure appropriate interpersonal skills are applied with all guests at all times when undertaking cleaning and tidying duties
Slide 58
Element 2 - Provide support to staff
Performance Criteria for this Element are:
Deliver assistance to food service staff
Deliver assistance to beverage service staff
Deliver assistance to other staff, as required
Slide 59
Deliver assistance to food service staff
You may need to help other staff as you work:
Food and beverage waiters
Other staff
Staff = ‘Internal guests’
Slide 60
Deliver assistance to food service staff
In relation to helping other staff:
Use your initiative
Clarify requests for help
Meet necessary timelines
Do all that is asked – not just part of it
Ask if further help is required
Slide 61
Deliver assistance to food service staff
Assistance required by food service staff:
Varies between venues and types of outlets
Can depend on the food served
Differs based on service styles:
Buffet
Plated service
Gueridon service
Silver service
Slide 62
Deliver assistance to food service staff
Assistance to food service staff may include:
Fetching and carrying:
Service wear
Crockery
Cutlery
Service trays
(Continued)
Slide 63
Deliver assistance to food service staff Clearing tables of:
Items in excess or no longer required
Items dropped on floor
Used items
Accoutrements
(Continued)
Slide 64
Deliver assistance to food service staff Cleaning tables
Emptying ash trays
Re-supplying waiter station and hot boxes
(Continued)
Slide 65
Deliver assistance to food service staff Re-setting tables
Providing general busboy duties
Supplying linen
(Continued)
Slide 66
Deliver assistance to food service staff Maintaining service trolleys
Washing items needed for immediate re-use
Cleaning spills, accidents and breakages
Slide 67
Deliver assistance to beverage service staff
Assistance to beverage service staff may include:
Fetching and carrying
Clearing and cleaning tables
Re-supplying stock behind bar
(Continued)
Slide 68
Deliver assistance to beverage service staff Monitoring and maintaining floor displays
Re-laying glassware
Servicing trolleys used by beverage service staff
(Continued)
Slide 69
Deliver assistance to beverage service staff Removing and washing glasses
Clearing spills, accidents and breakages
Taking drink orders
(Continued)
Slide 70
Deliver assistance to beverage service staff Accepting payment
Supplying linen
Slide 71
Deliver assistance to other staff as required
Assistance may need to be provided to:
Front office
Housekeeping
Kitchen
Banquet
Concierge and bell services
Cellar staff
Cleaners
Slide 72
Deliver assistance to other staff as required
You may be required to provide general assistance such as:
General help to guests – whatever is needed
Back-filling staff
Providing change
Moving stock
Receiving deliveries into venues or departments
Slide 73
Deliver assistance to other staff as requiredAssistance may involve:
Helping Front Office:
Delivering messages and packages
Paging guests
Assisting arriving and departing guests; individuals and /groups
(Continued)
Slide 74
Deliver assistance to other staff as required Assisting Housekeeping:
Fetching and carrying
Re-supplying trolleys
Lifting and moving items
Performing basic cleaning
(Continued)
Slide 75
Deliver assistance to other staff as required Providing support for kitchens:
Washing cutlery, crockery, pots and pans
Accepting deliveries
Storing stock
Preparing food
Removing rubbish
Cleaning
(Continued)
Slide 76
Deliver assistance to other staff as required Supporting concierge and bell services:
Carrying and collecting guest luggage
Storing and retrieving guest luggage
Providing information
Helping guests on arrival and departure with transport and luggage
(Continued)
Slide 77
Deliver assistance to other staff as required Working with Banquet department:
Cleaning
Moving furniture
Setting up activities
Setting tables
Fetching and carrying
Taking down activities
(Continued)
Slide 78
Deliver assistance to other staff as required Helping Room Service staff:
Setting up trays and trolleys
Obtaining items ordered by guests
Carrying and transporting
Helping with Room Service
Collecting used items
Cleaning and washing
(Continued)
Slide 79
Deliver assistance to other staff as required Helping cellar staff:
Assisting with inwards deliveries
Moving stock
Delivering goods to departments
(Continued)
Slide 80
Deliver assistance to other staff as required Supporting cleaning staff:
Spot cleaning
Fetching and carrying
Erecting safety warning signs
Working under direction
Slide 81
Summary – Element 2
When providing support to staff:
Adopt the view other staff are ‘internal customers’
Make sure you determine exactly what they want
Ask questions to clarify requirements
(Continued)
Slide 82
Summary – Element 2
Try to anticipate needs and offer help without waiting to be asked
Realise assistance may be needed by food service staff, beverage service staff and other members of staff across the entire venue
Much assistance will require you to undertake ‘fetching and carrying’ work as well as general basic cleaning activities
(Continued)
Slide 83
Summary – Element 2
Use your initiative
Treat the need to assist others as a way of learning about the industry and a method of gaining extra skills which will assist in career progression
Slide 84
Element 3 - Clean and tidy public areas
Performance Criteria for this Element are:
Identify public areas and equipment/items that may need to be cleaned
Identify factors that may impact on delivery of cleaning in public areas
Apply cleaning and tidying techniques to identified needs in public areas
(Continued)
Slide 85
Element 3 - Clean and tidy public areas
Identify equipment and items requiring maintenance and report them
Identify unusual, suspicious or unruly behaviour and report it
Use appropriate interpersonal skills when cleaning and tidying public areas
Slide 86
Identify public areas and equipment and items to be cleaned
Areas to be cleaned and tidied may include internal and external areas:
Foyer, lobby, reception
Retail shops
Corridors and hallways
Library
Business centre
(Continued)
Slide 87
Identify public areas and equipment and items to be cleaned Car parks
Walkways and paths
Gardens, lawns and fountains
Displays
Poolside areas
Ancillary areas to sporting and recreational areas
Slide 88
Identify public areas and equipment and items to be cleaned
Equipment and items to be cleaned and tidied in public areas:
Tables and chairs
Service counters
Newspaper racks
Musical instruments
Information and brochure displays
(Continued)
Slide 89
Identify public areas and equipment and items to be cleaned Doors
Windows
Plants and planter boxes
Walls and fittings
Telephones
Floors
Toilets
Slide 90
Identify factors that may impact on cleaning delivery in public areas
When cleaning and tidying public areas:
Follow in-house cleaning schedules
Minimise disruption to guests
Factor in expected level of trade
(Continued)
Slide 91
Identify factors that may impact on cleaning delivery in public areas Never jeopardise patron safety
Take noise levels of cleaning activities into account
Allow for maximum of movement for guests
Use appropriate interpersonal skills
Slide 92
Apply cleaning and tidying techniques to cleaning needs in public areas
Techniques for lobbies, foyers and reception areas:
Spot cleaning
Vacuuming
Sweeping
Mopping
Litter removal
Clearing
Moving items which pose a risk
Slide 93
Apply cleaning and tidying techniques to cleaning needs in public areas
Activities for cleaning and tidying shops or retail outlets:
Removal of litter
Spot cleaning
Sweeping
Vacuuming
Mopping
Dealing with spills/accidents
Slide 94
Apply cleaning/tidying techniques to cleaning needs in public areas
Activities for cleaning and tidying outside areas:
Tidying poolside areas
Removing towels
Clearing glasses and other items
Picking up litter
(Continued)
Slide 95
Apply cleaning and tidying techniques to cleaning needs in public areas
Removing rubbish and debris from car parks and driveways
Sweeping footpaths and similar
Cleaning up spills and breakages
Hosing
Tidying sports and related areas
Slide 96
Identify and report equipment and items requiring maintenance
You can identify items requiring attention and maintenance in public areas through:
Sense of sight – looking
Sense of listening – hearing
Sense of smell
Slide 97
Identify and report equipment and items requiring maintenance
When you identify something requiring maintenance:
Fix it, or report it
If you cannot fix it:
Turn it off
Stop using it
Report it
Slide 98
Identify and report equipment and items requiring maintenance
Reporting may be undertaken:
Verbally
and or
In writing
Slide 99
Identify and report unusual, suspicious or unruly behaviour
Be alert to the following when cleaning and tidying public areas:
People who are where they have no right to be
Drunken or disorderly people
Loiterers
(Continued)
Slide 100
Identify and report unusual, suspicious or unruly behaviour Barred customers
Unaccompanied minors
Known vagrants and undesirables
Anyone engaging in unacceptable or anti-social behaviour
Anyone breaching ‘house rules’
Slide 101
Identify and report unusual, suspicious or unruly behaviour
Also pay attention to:
Screening requirements for guests entering the venue
Unaccompanied items or luggage
Slide 102
Identify and report unusual, suspicious or unruly behaviour
Keys in reporting unusual, suspicious or unruly behaviour:
Never intervene
Report quickly
Give details – where; how many; what is happening; why you are concerned
Slide 103
Use appropriate interpersonal skills when cleaning and tidying public areas
Do the following when cleaning and tidying public areas:
Greet and farewell guests
Provide venue and local information
Assist in any way
Arrange for extra assistance
Slide 104
Summary – Element 3
When cleaning and tidying public areas:
Make sure you identify the areas and items to be cleaned and tidied
Determine relevant factors which impact on the cleaning and tidying of public areas especially in terms of guest comfort and convenience
Use appropriate techniques to clean and tidy areas and equipment/items
(Continued)
Slide 105
Summary – Element 3 Realise guests must take priority over cleaning and
tidying
Look for items. furniture and equipment which need to be maintained or serviced while cleaning and tidying areas and items
Use your senses to identify items requiring attention
(Continued)
Slide 106
Summary – Element 3 Take immediate action to address items requiring
attention – never ignore them
Look for suspicious, unusual or unruly guests while cleaning and tidying
Report any guests who present a concern or a potential issue
(Continued)
Slide 107
Summary – Element 3
Be alert to anything indicating a security risk
Apply appropriate interpersonal skills
Slide 108