PROVIDE ADVICE TO PATRONS ON FOOD AND BEVERAGE SERVICES

PROVIDE ADVICE TO PATRONS ON FOOD AND BEVERAGE SERVICES
D1.HBS.CL5.10 Trainer welcomes class to course.

Subject Elements This unit comprises three Elements:
Update food and beverage knowledge Advise on menu items Provide wine advice Trainer advises this Unit comprises three Elements, as listed on the slide explaining: • Each Element comprises a number of Performance Criteria which will be identified throughout the class and explained in detail • Trainees can obtain more detail from their Trainee Manual • At times the course presents advice and information about various protocols but where their workplace requirements differ to what is presented, the workplace practices and standards, as well as policies and procedures must be observed.

Assessment Assessment for this unit may include: Oral questions
Written questions Work projects Workplace observation of practical skills Practical exercises Formal report from supervisor Trainer advises that assessment for this Unit may take several forms all of which are aimed at verifying they have achieved competency for the Unit as required. Trainer indicates the methods of assessment that will be applied to them for this Unit.

Update food and beverage knowledge
Element 1: Update food and beverage knowledge Introduce topic. Class Activity – General Discussion Ask general questions: What job roles are in the food and beverage industry? What food knowledge do staff need to know? What beverage knowledge do staff need to know?

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 Trainer identifies the Performance Criteria for this Element, as listed on the slide.

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? Class Activity – General Discussion and List Get audience to identify different businesses in the food and beverage industry.

Food and beverage departments Restaurants Bars Kitchens Room Service Mini Bars Coffee Shops Class Activity – General Discussion and List Discuss the food and beverage services provided in each.

Food and beverage departments Nightclubs External Catering Executive Lounges Bottle Shop Operations Class Activity – General Discussion and List Discuss the food and beverage services provided in each.

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? Class Activity – General Discussion Discuss the questions in the slide

Product knowledge Types of product knowledge Food knowledge
Beverage knowledge Venue knowledge Local area knowledge Class Activity – General Discussion What types of knowledge do you need to know under each topic?

Sources of food and beverage information
Trade magazines Feature newspaper articles Television programs Food and beverage reference books Recipes and menus Internet (continued) Class Activity – General Discussion & Review sources of information What types of knowledge can you get from each source? What are the advantages or disadvantages of each source? Trainer to show or get audience to gather different sources of information.

Wine/food tasting events Promotional activities Trade shows Exhibitions Food and beverage festivals Food and cooking demonstrations (continued) Class Activity – General Discussion and review sources of information What types of knowledge can you get from each source? What are the advantages or disadvantages of each source? Trainer to show or get audience to gather different sources of information.

Chefs, cooks and other food service personnel Sales representatives DVDs Customers Workplace observations Own experiences Class Activity – General Discussion & Review sources of information What types of knowledge can you get from each source? What are the advantages or disadvantages of each source? Trainer to show or get audience to gather different sources of information.

Understanding food knowledge
Appetisers Appetisers are menu items offered for guests to eat prior to their main course: What appetisers are commonly served? Class Activity – General Discussion Discuss the questions in the slide.

Appetisers Hors d’oeuvres Canapés Savouries Antipasto Pasta Tapas Finger foods Sandwiches Class Activity – General Discussion and review menus Identify different types of appetisers.

Soups A traditional course on many menus, soups provide low food cost items for many premises: What soups are commonly served? Class Activity – General Discussion Discuss the questions in the slide.

Soups Clear soups Broths Purées Cream soups Bisque Class Activity – General Discussion and review menus Identify different types of soups.

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? Class Activity – General Discussion Discuss the questions in the slide

Meat Beef Lamb Veal Goat Pork Class Activity – General Discussion and review menus Identify different types of meat.

Poultry Chicken Turkey Squab Pheasant Duck Goose Class Activity – General Discussion and review menus Identify different types of poultry.

Fish Flat fish Round fish Fillets Whitefish Oily fish Class Activity – General Discussion and review menus Identify different types of fish.

Seafood Shellfish Molluscs Crustaceans Octopus and squid Class Activity – General Discussion and review menus Identify different types of seafood.

Desserts Desserts are served after the main course: What types of desserts are commonly served? Class Activity – General Discussion Discuss the question in the slide

Desserts Cakes Puddings Pies, tarts and flans Fritters Custards and creams Prepared fruit Charlottes Class Activity – General Discussion and review menus Identify different types of desserts.

Desserts Bavarois and mousse Souffle Sabayon Meringues Crepes and omelettes Sorbets Ice cream, bombes and parfaits Class Activity – General Discussion and review menus Identify different types of desserts.

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? Class Activity – General Discussion Discuss the question in the slide

Snacks Hot chips and wedges Hot dogs Pies, pasties and sausage rolls Croissants Sandwiches and rolls Baguettes Hamburgers Ploughman’s lunch Class Activity – General Discussion and review menus Identify different types of snacks.

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? Class Activity – General Discussion Discuss the question in the slide.

Fruit Pieces of fresh fruit Fresh fruit salad Tinned fruit Dried fruit Class Activity – General Discussion and review menus Identify different types of fruit items and dishes.

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? Class Activity – General Discussion Discuss the question in the slide.

Vegetables What types of vegetables are commonly served? How are they prepared and served? Class Activity – General Discussion Discuss the questions in the slide.

Specialist cuisine food items Specialist cuisine food items commonly relate to cuisines of various cultures: What are different cuisines in different countries? Class Activity – General Discussion and research Discuss the questions in the slide. Trainer to give small groups a country in which they must research and present cuisine unique to that country/culture.

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 Class Activity – General Discussion and presentation Discuss the different types of specialist cuisine food items Groups to present their findings

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 Class Activity – General Discussion an presentation Discuss the different types of specialist cuisine food items Groups to present their findings

Understanding beverage knowledge
Beverages can be alcoholic or non-alcoholic in nature: What types of beverages exist? Class Activity – General Discussion Discuss the different types of alcoholic and non-alcoholic beverages

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 Class Activity – General Discussion Discuss the different types of wine. This is just to elicit ideas as it will be explained in more detail in Section 3 of this subject.

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? Activity – General Discussion Discuss the questions in the slide.

Spirits Whisky Whisky is distilled from grain (barley, rye, maize, cereal). Four main ones being: Scotch Irish Bourbon Rye Class Activity – General Discussion and review menus Identify different types of whisky items are on the menu. Are they served alone or with a mixer? In what cocktails do you find them?

Spirits Scotch Whisky Johnnie Walker – red label, blue label, black label, green label and gold label Ballantines The Famous Grouse Teacher’s Grants Dewar’s Class Activity – General Discussion and review menus Identify these on a menu.

Spirits Scotch Whisky Black and White Vat 69 Chivas Regal
Haig’s Dimple Glenmorange Glenlivet Glenfiddich Single Malt 12 years old Class Activity – General Discussion and review menus Identify these on a menu.

Spirits Irish Whisky Jameson Paddy’s Tullamore Dew
Class Activity – General Discussion and review menus Identify these on a menu.

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 Class Activity – General Discussion and review menus Identify these on a menu.

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 Class Activity – General Discussion and review menus Identify different types of rum items are on the menu. Are they served alone or with a mixer? In what cocktails do you find them?

Spirits Gin Gin is produced by rectifying a pure spirit with berries and botanical herbs: Gilbey’s London Dry Gordon’s Class Activity – General Discussion and review menus Identify different types of gin items that are on the menu. Are they served alone or with a mixer? In what cocktails do you find them?

Spirits Vodka Is distilled from a base of grain and can come flavoured: Grey Goose Karloff Finlandia Wyborowa Smirnoff Skyy Class Activity – General Discussion and review menus Identify different types of vodka items are on the menu. Are they served alone or with a mixer? In what cocktails do you find them?

Spirits Brandy Is distilled from grapes: St Remy Hardy’s Black Bottle
Class Activity – General Discussion and review menus Identify different types of brandy items that are on the menu. Are they served alone or with a mixer? In what cocktails do you find them?

Spirits Cognac The most famous brandy is Cognac made in the Cognac region of France: Courvoisier Remy Napoleon Class Activity – General Discussion and review menus Identify different types of cognac items that are on the menu. Are they served alone or with a mixer? In what cocktails do you find them?

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 Class Activity – General Discussion on service of spirits What does neat mean? Describe common ways to serve spirits

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 Class Activity – General Discussion on mixers What other mixers are popular?

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? Class Activity – Research activity on other spirits Trainer to ask audience to research other types of spirits Discuss the other spirits identified on pages of the Manual.

Liqueurs Liqueurs are spirits that have been flavoured with fruits, herbs, roots and plants, sweetened and sometimes artificially coloured Liqueurs are proprietary or generic General Discussion on liqueurs What types of liqueurs do you know? What is the difference between proprietary or generic liqueurs?

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 General Discussion on liqueurs What different flavours of generic liqueurs are there? What are they used for?

Liqueurs Common generic liqueurs flavours Advocaat Banana Blue curacao
Butterscotch Cherry brandy General Discussion on liqueurs What other flavours exist?

Liqueurs Common generic liqueurs flavours Crème de cacao
Crème de menthe Melon Mint chocolate Triple sec General Discussion on liqueurs What other flavours exist?

Liqueurs Common proprietary liqueurs Bailey’s Irish Cream
Benedictine DOM Cointreau Drambuie Grand Marnier Kahlua General Discussion on proprietary liqueurs Refer to notes in Trainee Manual for description of these liqueurs.

Liqueurs Common proprietary liqueurs Jagermeister Midori Sambuca
Tia Maria General Discussion on proprietary liqueurs Refer to notes in Trainee Manual for description of these liqueurs.

Cocktails Types of cocktails Frozen Shaken Stirred Built Blended Shots
General Discussion on cocktails What are common cocktails under each type?

Beer How is beer made? What are types of local beer?
What are types of imported beer? Activity – General Discussion Discuss the questions in the slide.

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 Activity – General Discussion Discuss the beer making process.

Beer Types of beers Ales: Pale Ale (bitters) Dark Ale (stouts) Lagers:
Pale Lager (lagers and pilsners) General Discussion on different types of beer Review different types of ales and lagers.

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? General Discussion on local beer Trainer to get the audience to identify local beers. Where are they produced?

Beer Imported beers Fosters - Australia Lowenbrau – Germany
Beck’s – Germany Fürstenburg – Germany König Pilsener – Germany Corona – Mexico Budweiser – USA General Discussion on international beers Discuss these beers.

Beer Imported beers Hollandia – Holland Heineken – Holland
Miller – USA Maes – Belgium Chimay – Belgian Duvel – Belgian Asahi – Japan (continued) General Discussion on international beers Discuss these beers What other imported beers are famous?

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 General Discussion on international beers Discuss these beers What other imported beers are famous?

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? Class Activity – General Discussion What is the alcoholic strength of different alcoholic drinks?

Alcohol strengths Spirits 37 – 40 % Liqueurs 17 – 55 %
Fortified Wines 20 % Table Wines 12 –14 % Beers 4 – 5 % Light Beers 2 – 3 % Trainees should have made guesses – who was right? How did he/she know the answer?

Non-alcoholic drinks Tea Coffee Milk shakes Flavoured milks Smoothies
Hot/iced chocolate Juices (continued) General Discussion on non-alcoholic drinks What types or varieties for each of these drinks exist?

Non-alcoholic drinks Cordials and syrups Waters Soft drinks
Non-alcoholic cocktails Health drinks Frappés Children’s specialty drinks Energy drinks General Discussion on non-alcoholic drinks What types or varieties for each of these drinks exist?

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? General Discussion and Review of documents Review of organisational hierarchy, job descriptions and Standard Operating Procedures (SOP’s)

Restaurants Provide food and beverage Breakfast, Lunch, Dinner
Service styles: A la carte Buffet Silver service Gueridon service Set menu General Discussion on restaurant operations

Restaurant Management
Restaurant Manager Run restaurant activities Organises menus with chefs Promotional and sales activities Recruit staff Performance Reviews Controls F&B Costs General Discussion on role of Restaurant Manager

Restaurant Management
Restaurant Supervisor Runs shifts Arranges staff rosters/schedules Training for staff General Discussion on role of Restaurant Supervisor

Restaurant Positions Host Waiter Buffet attendant Bartender Cashier
Promotional attendants Busboy General Discussion on different restaurant positions What do each of these positions do?

Bars Types of bars Cocktail bars Pool bars Dispense bars Lounge bars
KTV Bars Night Clubs General Discussion on restaurant operations

Bar Management Bar Manager Arranges cocktail menus Arranges promotions
Trains staff Arranges entertainment Controls beverage costs General Discussion on role of Bar Manager

Bar Positions Bar Supervisor Cocktail Waitress Bartender Barback
Security Cashier DJ Cloak Room Attendant General Discussion on different bar positions What do each of these positions do? (trainees can refer back to Trainee Manual for assistance).

Coffee/Lobby Lounge Meeting and waiting area
Provides food and beverage Place for meetings Run over area of restaurants General Discussion on operations of this department What types of positions are in this department? What are their roles and responsibilities?

Kitchens Types of kitchens Restaurant kitchen Banquet kitchen
Room service kitchen Conference kitchen Preparation kitchen Open kitchen Catering kitchen Outdoor kitchen/BBQ area General Discussion on kitchen operations What types of positions are in this department? What are their roles and responsibilities?

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 General Discussion on role of Executive Chef

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 General Discussion on role of Executive Chef

Kitchen Positions Executive Chef Sous Chef Shift Leader Chef
Cold Larder Chef Butcher Conference & Banqueting Chef Dessert Chef General Discussion on different kitchen positions What do each of these positions do?

Kitchen Positions Pastry Chef Kitchens – Positions Kitchen Hand
Steward Expeditor Room Service Chef Cafeteria/Staff Meals chef Store person General Discussion on different kitchen positions What do each of these positions do?

Room Service Provides food and beverage to remote locations including:
Hotel rooms Private meeting areas Staff meetings General Discussion on operations of this department What types of positions are in this department? What are their roles and responsibilities?

Mini Bar Provides in-room food and beverage
General Discussion on operations of this department What types of positions are in this department? What are their roles and responsibilities?

Conferences and Banqueting
Business Centre Small meetings Conferences Weddings Exhibitions Parties Formal banquets Private functions Sporting events General Discussion on operations of this department What types of positions are in this department? What are their roles and responsibilities?

Conferences and Banqueting
Conference and Banqueting Manager Promotional activities Arrange conference and banqueting programs Client manager Communicate with kitchen staff Arrange equipment (continued) General Discussion on role of Conference and Banqueting Manager

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 General Discussion on role of Conference and Banqueting Manager

Conference and Banqueting Positions
Wedding coordinator Master of Ceremonies Greeters Cloak room attendants Waiters Bar staff Entertainment Equipment staff IT staff General Discussion on different Conference and Banqueting positions What do each of these positions do?

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 Discuss the role of the Executive Lounge

Butler Service Provides all needs of the VIP Guest
Packs and launders clothes Cleans shoes Prepares meals Discuss the role of Butler Service in a hotel.

Common food and beverage roles
What are the main tasks of the following common roles: Food waiter Beverage/drinks waiter Identify roles and review job descriptions Get the audience to identify the key roles of a generic food and beverage waiter. What tasks are similar? What tasks are different? Refer to SOP’ and job descriptions

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 Discuss the role of Food waiters

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 Discuss the role of Beverage waiters.

Documents detailing job roles Position Descriptions Job Descriptions Job Specifications Job Analysis sheets SOPs General Discussion on finding out information about job roles. Review these documents What ways can staff find out about job roles? Who is responsible for giving this information? When is the best time to tell staff?

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 Questions What is the difference between general food and beverage knowledge and 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 Questions What is specific job related information staff must know? How can these be beneficial?

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 Role play about food knowledge Trainer to get the audience to have a look at a range of menus and identify information they would need to know to help provide accurate explanation of the menu to customers

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 Role play about beverage knowledge Trainer to get the audience to have a look at a range of menus and identify information they would need to know to help provide accurate explanation of the menu to customers.

Beverage knowledge Beers Bottled and house wines Knowledge about individual beverages Knowledge about matching beverages to menu items Glassware Role play about beverage knowledge Trainer to get the audience to have a look at a range of menus and identify information they would need to know to help provide accurate explanation of the menu to customers.

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 Research activity about venue knowledge Trainer to get the audience to identify information they would need to know to help provide accurate explanation of the venue to customers.

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 Discuss the organisational sources of information What are methods can be used to gather organisational information? Within the property you can obtain product knowledge information from: Menus, drink lists, wine lists and cocktail lists – many of these contain descriptions about beverages and dishes Taste the products. Subject to whatever workplace restrictions apply, one of the best ways to really learn about food and beverages is to ‘experience’ them – smell them, feel them, taste them! Recipes – for information on individual dishes such as ingredients and cooking styles Experienced staff – such as chefs, cooks, food service staff, purchasing officers, bottle shop sales assistants, managers and owners. Operational manuals – for details relating to the way things should be done Policies and procedures manuals – for background information about the venue Wrapping and packaging material. Many items are delivered in packaging that contains information about the product Doing a tour of the premises to meet staff, find the locations of departments and facilities, and to generally learn about the property.

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? Questions Ask the questions in the slide.

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? Questions Ask the questions in the slide.

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 Questions History of the item – it’ importance as a food or beverage source, its identity in the area Characteristics of the items – taste, smell, texture, spice Regions of origin – where it is produced How it is prepared – an explanation of any preparation activities How to cook it How to best serve it – including suitable cutlery, crockery etc.

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? Research Activity and Presentation Audience to identity and explain a localised item of a local or foreign environment and explain it to the class.

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? Questions Answer questions in the slide.

Understanding the local market Local produce Local specialities Local food outlets Local festivals and promotions Research Activity Identify different aspects of the food and beverage industry.

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? Research Activity – Food and beverage promotions Get the audience to research and/or identify or create different food and beverage promotions Review food and beverage promotions in the Trainee Manual.

Identify general food and beverage trends What food and beverage trends exist in the local region? What are international food and beverage trends? Research Activity – Food and beverage trends Get the audience to research and/or identify food and beverage trends in the local region, country and around the world. Review food and beverage trends in the Trainee Manual.

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 Discuss the impact of trends Adding new menu items – new products create the opportunity for a new item, and even a small variation to an established favourite can result in a brand new and popular alternative recipe Revising production methods of the items you currently offer – varying existing standard recipes to enable different items to be developed and to incorporate convenience foods Increasing profit margins – new products, used as alternatives to current products, may be more cost-effective, enabling better returns which can translate into larger portion sizes Reducing selling prices – where the premises is in an extremely competitive environment, the new products may mean you can compete more effectively on the basis of price and be in a position to offer the same portion size or larger at a lower price than the opposition Generating a new target market – the new food item that is now available to you may mean you can now attract a fresh demographic, or rejuvenate an existing one.

Element 2: Advise on menu items Introduce topic.
Class Activity – General Discussion Ask general questions: What advice can you give to customers?

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 Trainer identifies the Performance Criteria for this Element, as listed on the slide.

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 Trainer identifies the Performance Criteria for this Element, as listed on the slide.

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 Questions When is the best time to give advice? What signs do you look for when deciding whether to give advice or not?

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 Questions What questions can you ask to identify their preferences?

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 Questions What are good food and alcoholic beverage combinations? What are good food and non-alcoholic beverage combinations?

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 Questions What advice can you offer in each of these situations?

Offering advice Asking questions
What investigatory questions can you ask to help identify their desired food and beverage needs? Questions Ask the question in the slide. Compile a list of suitable questions

Food and wine combinations
WINE TYPES FOOD White Wine White Meat: Chicken Seafood: Fish, Salmon Spicy Food Pasta Red Wine Red Meat: Beef, Lamb, Dark White Meat: Duck, Turkey Sparkling Wine / Champagne Strawberries, Seafood, Fruit Discuss these food and wine combinations Why are these combinations regarded as appropriate?

Food and wine combinations
WINE TYPES FOOD Chenin blanc, verdelho, chardonnay, riesling Salads Chardonnay, rosé Antipasto Semillon, sauvignon blanc, riesling Seafood Cabernet sauvignon, shiraz, chardonnay, semillon Game Cabernet merlot, cabernet sauvignon, shiraz, malbec Red meat Chardonnay, chenin blanc, verdelho Poultry Chardonnay, riesling, shiraz Pasta Cabernet merlot Cheese platters Dessert wines Desserts Discuss these food and wine combinations Why are these combinations regarded as appropriate?

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 Questions What interpretation do customers require about menu items?

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 Review of menu Trainer to hand out a range of different menus to the audience and get them to think of themselves as if they were the customer. Get them to identify menu items that require further interpretation based on the points in this slide.

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 Questions What other assistance is commonly required?

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 Questions What other assistance is commonly required?

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 Questions and explanation How do these considerations influence your assistance? Get the audience to provide examples of how they would cater to each of these points.

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 entrée as a main course Ordering a main as an entrée Discussion Discuss these variations.

Giving assistance Offering options and variations Changing sauces
Changing cooking styles Combining dishes Bringing in their own products Taking a dish home Questions What other variations are normally available in food and beverage outlets?

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 Questions What menu items require you to ask customers how they would like it cooked? Are there certain food types that must be cooked to a specific degree of doneness (e.g. game should only be cooked to medium rare etc.)? What menu items cannot be partially cooked?

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 Discussion Discuss these common requests. Is there any way they can be avoided? How can you anticipate these requests?

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 Discussion Discuss these common requests. Is there any way they can be avoided? How can you anticipate these requests?

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? Questions Discuss the question in the slide.

Giving assistance Handling requests Listening, not just hearing
Writing the request Repeating guest’s requests to verify Giving a response to questions Communicating guest’s request to staff member Following up requests Role Play Get the audience to break into pairs with one person being the waiter and the other the customer. The waiter should give the customer the menu and then: Explain the menu items Answer any questions the customer may have Provide advice and assistance Provide suitable food and beverage combination recommendations The roles should then be reversed.

Handling special needs
Handling dietary needs Allergies Medications Health-related conditions Specific diets Healthy meals Gluten-free Vegetarian Vegan Discussion and Questions Discuss the dietary needs identified in this slide. Identify examples for each What menu items or ingredients are involved? How can you identify menu items?

Handling special needs
Cultural needs Jewish Muslim Hindu Discussion and Questions Discuss the cultural needs identified in this slide. What foods can/cannot be eaten? How must food be prepared etc.?

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 Questions What is the purpose of cooking food?

Types of cooking methods What methods of cooking exist? What types of menu items are prepared using this method? Questions Discuss the questions in the slide

Baking Baking is the principle of cookery in which food is subjected to the action of dry heat in an oven. Question What food items are prepared using this method?

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. Question What food items are prepared using this method?

Boiling Boiling is the principle of cookery in which food is completely immersed in liquid and cooked at boiling point (100°C). . Question What food items are prepared using this method?

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. Question What food items are prepared using this method?

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. Question What food items are prepared using this method?

Grilling Grilling is the principle of cookery where food is cooked by radiated heat directed from above or below. Question What food items are prepared using this method?

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. Question What food items are prepared using this method?

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. Question What food items are prepared using this method?

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? Question What food items are prepared using this method?

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 Discussion Discuss these traditional roast meals

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 Discussion Discuss these traditional roast meals

Frying Shallow frying Pan frying Sautéing Stir frying Questions What is the difference between these methods of frying? What food items are prepared using this method? Shallow frying, pan frying, sautéing and stir frying Shallow frying is the principle of cookery where food is cooked in a small amount of fat in a pan or wok. This principle also includes pan frying, sautéing and stir frying. Pan frying is where food is cooked in a small amount of fat and turned with tongs or a spatula. Sautéing is where food is tossed in a small amount of hot fat to colour the food evenly during cooking. It also refers to the sealing and colouring of meat for a stew. Sauté comes from the French word ‘sauter’ which means ‘to jump’. Stir frying is usually associated with Asian cookery. It refers to the technique of frying food very lightly in a small amount of oil over a medium to high heat. Sometimes ingredients are cooked separately and combined before serving. Ingredients which take the longest time to cook are added first and those that require less cooking time are added last.

Simmering Simmering is gentle boiling at a temperature of 95ºC–98ºC. The difference between boiling and simmering is that boiling creates a faster movement of the liquid than simmering. Question What food items are prepared using this method?

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. Question What food items are prepared using this method?

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 Question What food items are prepared using this method?

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? Questions Discuss these questions in this slide.

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) Discussion on cuisine items What ingredients are in these items? How are they prepared? What are they served with?

Chinese cuisine Chinese dumpling - jiaozi Hot and Sour Soup Dim Sum Beef Fried Noodles Hunan fried tofu Chow Mein Wontons Peking Duck Discussion on cuisine items What ingredients are in these items? How are they prepared? What are they served with?

Indian cuisine Biryani Butter Chicken Vindaloo & Rogan Josh Tandoori Chicken Palak paneer Chole-Bhature Dal makhani Malai Kofta Naan (continued) Discussion on cuisine items What ingredients are in these items? How are they prepared? What are they served with?

Indian cuisine Samosa and Pakodas Pav Bhaji Panipuri - Chaats Kebabs Aloo gobi Lassi – Shakes Pickles Discussion on cuisine items What ingredients are in these items? How are they prepared? What are they served with?

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) Discussion on cuisine items What ingredients are in these items? How are they prepared? What are they served with?

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 Discussion on cuisine items What ingredients are in these items? How are they prepared? What are they served with?

Vietnamese cuisine Phở - beef noodle soup Bún bò Huế - spicy beef and pork noodle soup Cơm tấm– pork dish Canh chua - Sour soup Bánh hỏi - Thin noodle dish with meat Bò lá lốt – rolled spiced beef dish Bánh mì thịt - Vietnamese baguette (continued) Discussion on cuisine items What ingredients are in these items? How are they prepared? What are they served with?

Vietnamese cuisine Vietnamese salad rolls Spring rolls Bánh cuốn - Rice flour rolls Bánh bao - A Steamed bun dumpling Bánh chưng - Sticky rice dish Bún măng vịt - Bamboo shoots and duck noodle soup Bún chả - grilled pork and vermicelli noodles dish Discussion on cuisine items What ingredients are in these items? How are they prepared? What are they served with?

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) Discussion on cuisine items What ingredients are in these items? How are they prepared? What are they served with?

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 Discussion on cuisine items What ingredients are in these items? How are they prepared? What are they served with?

French cuisine Soupe à 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) Discussion on cuisine items What ingredients are in these items? How are they prepared? What are they served with?

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 Discussion on cuisine items What ingredients are in these items? How are they prepared? What are they served with?

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) Discussion on cuisine items What ingredients are in these items? How are they prepared? What are they served with?

Italian cuisine Mortadella – heat cured sausage Spumoni - molded Italian ice cream dessert Cheeses – Mozzarella, Parmigiano-Reggiano Pasta – Cannoli, Spaghetti, Penne, Fettuccine, Linguine Lasagna Saltimbocca Discussion on cuisine items What ingredients are in these items? How are they prepared? What are they served with?

German cuisine Bratwurst – sausage made of mixed meats Frankfurter – smoked sausage made from pure pork Sauerkraut – Fermented shredded cabbage Spätzle – hand-made noodles Knödel – German dumplings Kartoffelsalat – Potato salad (continued) Discussion on cuisine items What ingredients are in these items? How are they prepared? What are they served with?

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 Discussion on cuisine items What ingredients are in these items? How are they prepared? What are they served with?

Greek cuisine Baklavas – Baklava Pastry Horta Vrasta – Boiled Leafy Greens Tyropitakia – Cheese Pie Triangles Kotosoupa Avgolemono – Chicken & Lemon Rice Soup Revithosoupa – Chickpea Soup (continued) Discussion on cuisine items What ingredients are in these items? How are they prepared? What are they served with?

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 Discussion on cuisine items What ingredients are in these items? How are they prepared? What are they served with?

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 Discussion on cuisine items What ingredients are in these items? How are they prepared? What are they served with?

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) Discussion on cuisine items What ingredients are in these items? How are they prepared? What are they served with?

Spanish cuisine Pescado Frito – Fried Fish Tortilla Española – Spanish Omelette Gazpacho – Cold Tomato Soup or Liquid Salad Queso Manchego – Spanish Sheep Cheese Patatas Bravas – Fried Potatoes in Spicy Sauce Discussion on cuisine items What ingredients are in these items? How are they prepared? What are they served with?

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 Questions How can you explain menu items? How can menus be designed to help answer most customer questions?

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 Discussion Discuss the purpose of these points.

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 Questions Which of these methods are commonly used?

Explaining menu items Providing explanation through written communication Use graphics or pictures Be produced in different languages Easy to read font Good print size Questions Why is the use of visual communication important? What are common languages you could prepare menus in?

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 Questions What can impact on pace and volume of your explanation?

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 Discussion and Role play Discuss these points. Role play can include detailed explanation of menu items.

Element 3: Provide wine advice Introduce topic.
Class Activity – General Discussion Ask general questions: What wine knowledge do you need to know? What information about wine do customers often seek?

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 Trainer identifies the Performance Criteria for this Element, as listed on the slide.

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 Class Activity – Questions Why is wine knowledge so important? How can you gather this knowledge?

Production of wine Whilst it is not essential it is often worthwhile to understand the wine making process: How is wine made? Class Activity – Questions Ask question in slide.

Production of wine Basic wine production process
Selecting and collecting grapes Fermentation ‘Cleaning’ wine Maturing and Bottling Class Activity – Discuss the wine making process

Types of wine Common types of wine White wine Red wine Questions
What white wines do you know? What red wines do you know?

Types of wine Wine categories
In addition to ‘red’ or white’ table wine, wine can be further categorised as follows: Varietal or generic Sparkling Fortified Questions What types of varietal wines do you know? Which are white wines? Which are red wines?

Varietal wines ‘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 Questions What types of varietal wines do you know? Which are white wines? Which are red wines?

Varietal wines Varietal white wines White grape varieties include:
Chardonnay Chenin Blanc Rhine Riesling Sauvignon Blanc Semillon Traminer Questions & Discussion What taste characteristics do each of these varietal wines have? Chardonnay – a full-flavoured dry white wine Chenin Blanc – a pleasant fruity ‘drink now’ wine with a refreshing acid finish Rhine Riesling – a delicate wine with fruit character and a trace of sugar that varies hugely depending on the region in which it is grown. Common flavour is asparagus Sauvignon Blanc – a dry white wine with distinct varietal flavour such as melon, pineapple, tropical fruit Semillon – a dry, crisp white wine with grassy flavours Traminer – a fresh and fruity wine with a spicy smell and taste.

Varietal wines Varietal red wines Red grape varieties include:
Cabernet Sauvignon Malbec Merlot Pinot Noir Shiraz Questions and Discussion What taste characteristics do each of these varietal wines have? Cabernet Sauvignon – an aromatic red with berry, mint, capsicum and blackcurrant highlights Malbec – a fruity, soft wine Merlot – another fruity and aromatic red reminiscent of plums, pumpkins and fruitcake Pinot Noir – a lighter style red, thin in taste and colour, berry flavours Shiraz – also called ‘Hermitage’ this grape produces fine full-flavoured reds that vary greatly from region to region. They are often blended and have peppery characteristics

Generic wines ‘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? Questions Discuss the question in the slide.

Generic wines Generic white wines Generic white wines include: Chablis
Hock Moselle Riesling Sauternes White Burgundy Questions and Discussion What taste characteristics do each of these generic wines have? Chablis – a very dry, flinty wine Hock – a very dry white wine Moselle – a popular and pleasantly semi-sweet wine, less sweet than Sauternes Riesling – drier than Moselle. Often described as fruity and has its fruitiness confused with sweetness Sauternes – produced from fully ripe grapes, a very sweet wine White Burgundy – a fairly dry white with full flavour.

Generic wines Generic red wines Generic red wines include: Burgundy
Claret Questions & Discussion What taste characteristics do each of these generic wines have? Burgundy – a soft and fruity red wine Claret – a dry red with more astringency than burgundy

Varietal and generic wines
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 Review menu, questions and wine selection Audience to review detailed wine menus identifying different types of varietal and generic wines. What wines are house wines and why? If you were preparing a menu based on the food menu what wines would you select and why? What are other characteristics of house wine?

Champagne/sparking wines
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’ Discuss why the French government might insist that only wines from the region of Champagne may use the term ‘champagne’ to describe them.

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 Discuss the sparkling wine making process including the difference between these four methods.

Styles of champagne Non-vintage (N.V.) Vintage Rosé Crémant Blanc de blancs Blanc de Noirs Discuss the styles of champagne.

Fortified wines 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 Questions What types of fortified wines are there? When are they commonly served? What are they served with?

Fortified wines Types of fortified wines Sherries Vermouth Ports
Muscat Tokay Questions What is the difference between these types of fortified wines?

Wine growing countries
What are famous wine growing countries? Questions Answer the question in the slide to generate discussion. The wine producing countries and regions will be discussed in more detail.

Top 10 wine producing countries in 2011 1 – 5: France Italy Spain United States Argentina (continued) Questions What characteristics makes these countries suitable to grow grapes for wine production? What types of varietals come from these countries?

Top 10 wine producing countries in 2011 6 – 10: China Australia South Africa Germany Portugal Questions What characteristics makes these countries suitable to grow grapes for wine production? What types of varietals come from these countries?

Wine growing regions 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 Questions and Review wine lists What famous wine regions do you know? What wines are produced in these regions? Trainer to get a variety of wine lists so that they can identify different countries, regions and varietals of wine, commonly found on international wine lists

Wine growing regions France Champagne Burgundy (Bourgogne) Bordeaux
Sauterne Loire Valley Alsace Discuss these regions and wine varietals produced.

Wine growing regions Italy Tuscany Chianti Albana di Romagna
Discuss these regions and wine varietals produced.

Wine growing regions United States of America Napa Valley Washington
Discuss these regions and wine varietals produced.

Wine growing regions Australia Hunter Valley Barossa Valley
Yarra Valley Margaret River Discuss these regions and wine varietals produced.

Wine growing regions Germany Rheinhessen Rheingau South Africa
Cape Winelands New Zealand Marlborough Discuss these regions and wine varietals produced.

Provide advice on compatibility of wine and food
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 Discuss the importance of listening and asking questions. This has been covered in a previous section.

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? Questions What other questions could you ask?

Providing specific information Information can be gained from: Winemakers Reading wine labels Wine literature Asking others Conducting research Conducting wine tastings Questions What information can be gained from the wine bottle itself? Why is this an important informational tool?

Promoting wine All venues should actively promote wines to:
Enhance the combination of food and wine Optimise sales Maximise customer enjoyment Questions What are good ways to promote wines? Why do you need to be careful when promoting wines?

Promoting wine 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 Questions What other promotions can you use to promote wine?

Provide correct and current wine information
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. Questions Have you undertaken a wine tasting before? Why are they helpful?

Undertake wine tasting The appreciation of wine can be broken down into three different areas: Appearance Smell Taste Questions What is the difference? Why are each important?

Undertake wine tasting All three are important aspects of each wine’s character, but taste is considered to be the most critical as it encompasses both flavour and texture and confirms the wine characteristics. Discuss the wine tasting process and conduct a wine tasting if possible

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 Questions How can you share your knowledge with customers?

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 Discuss the three methods Tell them verbally of the information you have found Give them a copy of the relevant information – tasting sheets, product information, winemakers’ notes Direct them to additional information – a website, a magazine, the winery, a tasting.

Obtaining information Tasting notes written by others Wine magazines Wine-related websites Wine labels Discuss methods to obtain information Tasting notes written by others – by ‘professional’ people including wine judges, magazine reviewers, wine makers and other staff at your workplace Wine magazines – there are various magazines that will focus solely on wine or be combined with food Wine-related websites. There are thousands of these. Start with the well-known wineries and do a search for ‘wine’ Wine labels

Discuss wine characteristics
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 Question How can you describe wine in simple terms?

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 Question What are common yet simple terms that can be used to describe characteristics of wine?

Fruit flavours – White wine GRAPE VARIETY CHARACTERISTICS Riesling Pineapple Sauvignon Blanc Asparagus Semillon Grass Chardonnay Cucumber Sweet/ dessert wines Honey Discussion and recap of information Discuss the common flavours of these wines. As a recap get the audience to identify food menu items that compliment these wines.

Fruit flavours – Red wine GRAPE VARIETY CHARACTERISTICS Pinot Noir Strawberry Merlot Cherry Cabernet Sauvignon Olive Shiraz Pepper Discussion and recap of information Discuss the common flavours of these wines? As a recap get the audience to identify food menu items that compliment these wines.

Fruit flavours – Sparkling wine/champagne GRAPE VARIETY CHARACTERISTICS Sparkling Wine Apple Champagne Yeast Discussion and recap of information Discuss the common flavours of these wines? As a recap get the audience to identify food menu items that compliment these wines.

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 Question Why is understanding the ‘body’ of the wine important?

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 Refer to Trainee Manual and Role Play Refer to the Trainee Manual and discuss the different description terms identified in the glossary in Section 3.4 Get the audience to role play describing wines form a particular wine list, identifying its region and suitable foods it can be matched with.

Conclusion 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 customer’s needs in the hope of providing them the greatest possible experience Recap of information

Finish: Thank you! This is the conclusion of the subject.
Thank the audience and deliver assessments as required.

PROVIDE ADVICE TO PATRONS ON FOOD AND BEVERAGE SERVICES

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PROVIDE ADVICE TO PATRONS ON FOOD AND BEVERAGE SERVICES

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