PROVIDE A LINK BETWEEN
KITCHEN AND SERVICE AREA
D1.HBS.CL5.09
Slide 1
Provide a link between kitchen and
service area
This Unit comprises three Elements:

Liaise between kitchen and service areas

Clean and clear food service areas

Maintain effective relationships with colleagues
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
Liaise between kitchen and service
areas
Performance Criteria for this Element are:

Relay information in a clear and concise manner using
appropriate communication techniques

Monitor and attend kitchen service points to ensure
prompt pick up of food

Check food in accordance with
enterprise procedures
(Continued)
Slide 4
Liaise between kitchen and service
areas

Transfer food to the appropriate service points in
accordance with enterprise procedures

Advise appropriate colleagues on readiness of items for
service

Identify additional items required from the kitchen by
monitoring service areas and consulting
with other service colleagues

Make requests to kitchen staff based
on identified needs
Slide 5
Relay information
This unit:

Deals with the skills and knowledge required to provide
a link between the kitchen and service areas in a
hospitality setting

Addresses requirements where those who take
food orders and serve food to guests are supported by
others

The role of staff for this unit is one of ‘bus boy’
or ‘food runner’
Slide 6
Relay information
Information which may need to be relayed from service
areas to the kitchen may include:

General food order information:

Table number

Number of guests (‘pax’)

Dishes orders

Name and number of waiter or your name
(Continued)
Slide 7
Relay information


Guest requests:

Timing of dishes

Special requests to cater for health, dietary, religious
or cultural requirements

Personal preferences for meals and dishes –
amendments to standard menu items
to meet individual guest tastes or preferences
Additional or ‘side orders’
(Continued)
Slide 8
Relay information

Complaints from guests

Requests for extra items

Questions from waiters about when food will be ready

Questions from guests about menu items
Slide 9
Relay information
Information which may need to be relayed from the kitchen
to wait staff or service areas may include:

Advice regarding timing of food which has been ordered

Notification about availability of food

Requests for wait staff to take certain action

Request for clarification of orders placed
(Continued)
Slide 10
Relay information

Notification certain special requests, needs or
preferences cannot be accommodated

Request for crockery and cutlery to be returned

Responses to guest questions or requests for
information
Slide 11
Relay information
When liaising between kitchen and service areas you may
need to interact with:

Chefs and cooks

Dishwashing staff

Stillroom staff

Cleaners
(Continued)
Slide 12
Relay information

Food waiters (‘wait staff’ and/or servers)

Servers

Beverage/drink waiters

Dining room/area supervisor, manager or owner
Slide 13
Relay information
Proper and effective communication techniques when
relaying information:

Use most appropriate method of communication for the
required context or situation

Write clearly

Use questions to capture more
detail and information

Pay attention
(Continued)
Slide 14
Relay information

Never interrupt

Ask more questions to clarify whatever is unclear

Do not guess at what people want or want to say

Repeat information back to confirm
(Continued)
Slide 15
Relay information

Speak slowly and clearly

Be concise

Use appropriate language and terminology
Slide 16
Relay information
When relaying information to kitchen:

Realise the kitchen is busy

Get their attention first

Highlight special requests

Speak clearly and describe what is need/the
information

Get confirmation of what has been said or of what the
order is
Slide 17
Relay information
When relaying information to wait staff/service points:

Never interrupt a waiter

Speak to wait staff/servers away from guests/customers

Be prepared to use hand signals
(Continued)
Slide 18
Relay information

Be prepared for instruction or direction when you have
relayed your information

Be brief but comprehensive

Give staff options where possible, if you or the kitchen
cannot meet their stated requests or requirements
Slide 19
Monitor and attend kitchen service
points
Monitoring and attending kitchen service points includes:

Collecting meals

Clearing away used and unwanted items

Cleaning food areas and items

Maintaining food service areas
(Continued)
Slide 20
Monitor and attend kitchen service
points

Performing necessary food-related jobs as required by
trade and other staff require:

Obtaining foodstuffs or ingredients

Dishwashing

Performing basic food preparation tasks

Setting up plates and trays
(Continued)
Slide 21
Monitor and attend kitchen service
points

Observing what is happening to predict what needs to
be done

Being available to help

Being alert and using your initiative

Being a visible presence

Paying extra attention to the kitchen once
an order has been placed
Slide 22
Monitor and attend kitchen service
points
You may be notified your food is ready for collection by
kitchen staff:

Ringing a bell

Calling your name

Calling a table number

Calling a name and a table number
Slide 23
Monitor and attend kitchen service
points
When collecting meals, dishes and menu items it is
EXTREMELY IMPORTANT to:

NEVER just take a meal which is the type of meal or
dish you may have ordered. It may be the same dish
but for a different table

Always check that the dishes are
for you or your table
Slide 24
Monitor and attend kitchen service
points
It is important you pick food up promptly from the kitchen
as this will:

Enhance service delivery to guests

Create space for the next meals

Increase chance of food being presented at its best

Enable better integration of beverage
service with food

Reduce likelihood of contamination
Slide 25
Monitor and attend kitchen service
points
In the kitchen you may be required to monitor and attend:

Hot food area (the pass)

Cold larder
(Continued)
Slide 26
Monitor and attend kitchen service
points

Waiting stations – or ‘rest’

Hot box

Buffet areas

Room service areas
Slide 27
Check food
Enterprise requirements when checking food prior to
leaving the kitchen:

Size of meals

Placement of items on the plate

Use of required silverware for each dish

Service of sauces
Slide 28
Check food
Additional checks must include:

The right meal has been prepared

All service plates are clean and presentable

Quality of all items presented and plated for service
(Continued)
Slide 29
Check food

Appearance of the dishes is correct, acceptable and
uniform

Special guest requests have been met, as ordered

Double-check the meals are for you and your table
Slide 30
Check food
Serviceware also needs to be checked. This could include:
• Plates
• Bowls
• Platters
• Cake stands
• Tongs
• Service gear
• Carving forks
• Glassware
• Oven-to-tableware
• Lids and covers
• Cake lifters
• Condiment containers
• Cutlery
• Tureens
• Sizzle plates
• Ramekins
• Coupes
• Boards
• Pots and jugs
• Sugar bowls
• Bread baskets
Slide 31
Check food
Checks to make of serviceware:

Clean

Free of cracks, chips and damage

Suitable for the dish being served

Sufficient in number

Safe to use
Slide 32
Transfer food
Hygiene rules when transferring food:

Do not touch food with bare hands

Avoid scratching self when carrying food, plates, trays

Keep long hair tied back

Wash hands before carrying plates or food

Do not sneeze or cough on to plates or cutlery
Slide 33
Transfer food
You may carry dishes to service points:

By hand

Using a tray
Slide 34
Transfer food
Rules to follow when carrying food to service points:

Give way to guests

Give way to waiters

Look before you walk

Remember guests can see you

Walk at moderate pace

Carry food carefully to maintain its
‘on plate’ appearance
(Continued)
Slide 35
Transfer food

Not letting people touch the food

Protect food from contamination

Take the right order to the correct service point

Take care

Apply same rules to returning items to kitchen

Catch waiter’s eye when you enter
service area or deposit food at waiter’s station
Slide 36
Transfer food
When carrying plates to service points you may:

Hand plates to waiter

Place plates on waiter’s station

Putting food in hot boxes

State the name of the dish you are giving to waiter
Slide 37
Transfer food
When unloading trays at service points:

Maintain eye appeal of dishes

Avoid spillage and spoilage

Facilitate access by waiter

Keep noise at minimum

Do not interrupt waiter

Be unobtrusive

Maintain food safety
Slide 38
Advise appropriate colleagues on
readiness of items for service
It is important to advise waiters regarding readiness of
food for the following reasons:

Allows wait staff/servers to plan their work

Facilitates integration of beverage service
with food service

Enable wait staff time to prepare the table
Slide 39
Advise appropriate colleagues on
readiness of items for service
Notifying wait staff/servers involves:

Entering the service area

Speaking to wait staff or server

Verifying the food is yours

Considering hand signals as an alternative
to verbal notification

Giving ‘sufficient’ warning
(Continued)
Slide 40
Advise appropriate colleagues on
readiness of items for service

Communicating any other relevant issues/information:

Delays

Dishes no longer available

Items running low

Clarification of orders

Special requests

Other service issues
Slide 41
Identify additional items required
Need to identify additional items required:

Enhance service

Increase guest satisfaction

Support colleagues

Increase efficiency

Demonstrate guest focus

Show you are concentrating
Slide 42
Identify additional items required
Ways to identify additional items required:

Speak to wait staff/servers

Be alert to requests

Observe service area

Use experience, common sense and
industry knowledge
Slide 43
Identify additional items required
There is no limit to the ‘additional items’ which may be
required, for example:

Extra condiments and/or sauces

Extra side orders

Extra butter and/or bread rolls

Dressing

Sugar and/or milk and/or lemon
Slide 44
Identify additional items required

Finger bowl

Shell bowl

Service cloths and/or napkins

Crockery and/or cutlery

Glasses

Cake stand and server
Slide 45
Make requests to kitchen staff
You may be required to make requests relating to:

Speed of service

Variations to menu items

Variations to serve size

Request for information
Slide 46
Make requests to kitchen staff
Keys to making requests of kitchen staff are:

Know exactly what you want to find out

Ask the right person

Be prompt

Get the person’s attention before asking them
(Continued)
Slide 47
Make requests to kitchen staff

Speak in a clear voice directly to the person

Listen to the answers

Ask follow-up questions if necessary

Thank the person for their help
Slide 48
Make requests to kitchen staff
It is important to pass on information from kitchen to wait
staff/servers:

Respond promptly

Provide detail

Speak to them away from guests

Get their attention

Be prepared for them to ask you more questions

Ask if they have other questions or requests
Slide 49
Summary – Element 1
When liaising between kitchen and service areas:

Learn the relevant house standards and procedures

Use common sense

Be prepared to ask questions and clarify unclear issues

Be alert and aware of your surroundings and what is
happening
(Continued)
Slide 50
Summary – Element 1

Communicate all information/details accurately,
promptly and comprehensively

Constantly observe what is happening around you

Monitor readiness of food for service

Check all food/plated items to ensure it is
correct
(Continued)
Slide 51
Summary – Element 1

Ask the kitchen to rectify incorrect dishes before they
are transferred to service points

Take care when carrying plates and trays of food

Make sure all supporting serviceware is provided for
dishes taken to wait staff/servers

Be proactive in communicating with wait staff/servers

Support the work of all service staff

Be willing to make eye contact with wait staff and
servers when entering the service area
Slide 52
Clean and clear food service areas
Performance Criteria for this Element are:

Remove used items from service areas and safely
transfer to the appropriate location for cleaning

Handle food scraps in accordance with hygiene
regulations and enterprise standards

Clean and store equipment in accordance
with hygiene regulations and enterprise
procedures
Slide 53
Remove used items from service
areas
‘Clearing’:

Taking items from service area to kitchen

Wait staff also ‘clear’ tables
Slide 54
Remove used items from service
areas
Clearing from the service area is important because it:

Eliminates clutter at service points/waiter stations

Enhances appearance at service point

Makes room for off-loading next dishes

Returns dirty dishes for cleaning and re-use

Provides opportunity to talk to wait
staff/servers
Slide 55
Remove used items from service
areas
When clearing:

Try to communicate with wait staff/servers

Try to bring something back

Keep noise down

Ensure waiter’s station is clear before
taking food to it
(Continued)
Slide 56
Remove used items from service
areas

Walk at safe pace

Load tray in a safe and structured way:

Scrape plates

Remove cutlery

Balance load/tray

Do not stack too high

Do not overload
Slide 57
Remove used items from service
areas
Items which will need to be cleared from service points or
areas to the kitchen will include:

Used items

Items no longer required by waiters/servers or guests
Slide 58
Remove used items from service
areas
You will often be expected to assist beverage service staff
with clearing which can include:

Carrying empty glasses to bar or kitchen

Removing empty bottles and cans to bar or kitchen

A tray is usually used to carry or remove glasses and
empty bottles and cans
Slide 59
Remove used items from service
areas
Clearing items:

Must accord with venue Standard Operating
Procedures (SOPs)

May be done by hand

Usually requires use of a tray to clear items
Slide 60
Remove used items from service
areas
‘Processing’ of cleared items may involve:

Cleaning

Storing

Filling/re-filling bottles, condiments, jugs

Wiping

Waste disposal

Readying items for laundry
Slide 61
Remove used items from service
areas
Items may be required to be cleared to the following
locations:

Bar

Still room
(Continued)
Slide 62
Remove used items from service
areas

Silver room

Store room

Dishwashing area
Slide 63
Handle food scraps correctly
‘Plate waste’:


Anything served to guests and returned from them:

Food which has been partially eaten

Food on plates which appears as if it has not
been touched

Garnishes

Left-over drinks
All plate waste must be thrown out
Slide 64
Handle food scraps correctly
‘Single use’ items:

Cannot be reused – they must be thrown out after use

Examples include:


Straws, paper napkins, plastic cutlery, take away
containers, PC packs
Unused or undamaged PC packs can be
reused and are fit for service again
Slide 65
Handle food scraps correctly
Safe practices relating to external bins/rubbish include:

Bins must have tight-fitting lids

Lids must be closed when bins are not being used

Must be ‘sufficient’ bins

Bins must be kept clean

Hands must be washed after handling
rubbish and before handling food/food items
Slide 66
Handle food scraps correctly
Enterprise procedures for handling food scraps:

Plate waste to be scraped into bins at dishwashing area

Internal food waste bins to be fitted with a bin liner

No food scraps to be taken off the premises

External rubbish contractor may be required
to empty external bins

No scraps to be left inside the venue
overnight or between shifts
Slide 67
Clean and store equipment
‘Clean’:

Free from visible contamination (and odour)
‘Sanitised’:

Free from bacteria/germs, or where germs
have been reduced to a safe level

Sanitising can be achieved through hot
water, steam or a chemical
Slide 68
Clean and store equipment
All items must be cleaned and sanitised after each use:

Using detergent and sanitiser

To retain safety of items – that is, to prevent transfer of
germs between people

Cannot re-use an item until it has been
cleaned and sanitised
Slide 69
Clean and store equipment
General procedure for washing and sanitising items:

Remove visible food debris

Rinse with warm water

Wash using a detergent

Rinse again

Apply sanitiser (chemical)

Rinse

Allow to air dry
Slide 70
Clean and store equipment
Machine dishwashing requirements:

Scrape and rinse items first

Stack into correct trays

Wash – minimum 60 seconds @ 66°C to 71°C

Rinse – minimum 10 seconds @ minimum 77°C

Follow any specific house rules
Slide 71
Clean and store equipment
Washing items using double-bowl sink is acceptable
providing:

One bowl has water at minimum 45°C

Second bowl has clean water at minimum 77°C

Sanitising means soaking items for minimum
3 minutes

Thermometer must be available

Items should be air-dried

Chemicals must be used according to
manufacturer’s instructions
Slide 72
Clean and store equipment
After cleaning items must be stored to protect from recontamination:

Handle cutlery by handles

Handle plates by rims

Handle cups by handles

Store correctly

Store in designated locations
Slide 73
Summary – Element 2
When cleaning and clearing food service areas:

Clear items from service areas on a regular basis

Communicate with wait staff/servers when clearing

Try never to return to the kitchen empty-handed

Make sure there is room to set down/unload
food before transferring it from kitchen to
service areas
(Continued)
Slide 74
Summary – Element 2

Follow house protocols for clearing items – use a tray
or carry items in your hands

Stack trays carefully before clearing

Be prepared to assist beverage waiters when clearing
food items

Clear items to their designated location
(Continued)
Slide 75
Summary – Element 2

Process items as required

Never re-use plate waste

Never re-use single use items

Deal with food scraps in a hygienic manner
(Continued)
Slide 76
Summary – Element 2

Wash hands after handling rubbish or cleaning agents

Follow all house procedures, policies and protocols

Understand difference between ‘clean’ and ‘sanitised’

Make sure crockery and cutlery is washed, cleaned
and sanitised between every use

Store cleaned or sanitised items to protect
them re-contamination
Slide 77
Maintain effective relationships
with colleagues
Performance Criteria for this Element are :

Meet needs and expectations of colleagues in
accordance with organisation standards, policies and
procedures and within acceptable timeframes

Assist to resolve workplace conflict and manage
difficulties to achieve positive outcomes
(Continued)
Slide 78
Maintain effective relationships
with colleagues

Seek informal feedback to identify and implement
improvements to products, services, processes or
outcomes for colleagues

Handle complaints positively, sensitively and
politely in consultation with the person/s
making the complaint

Use non-discriminatory attitudes and
language consistently when interacting
with staff and management
Slide 79
Meet needs and expectations of
colleagues
You must work as part of a team and meet the needs and
requirements of colleagues to:

Help them do their job

Demonstrate commitment

Provide best level of service to guests

Complete work others need you to do
(Continued)
Slide 80
Meet needs and expectations of
colleagues

Implement and maintain house standards and criteria

Help venue meet guest expectations

Optimise efficiency

Prove you are doing your job
When helping colleagues you are NOT doing
them a favour – it is what you are paid to do.
Slide 81
Meet needs and expectations of
colleagues
Needs and expectations come from:

Management

Colleagues, co-workers and other staff

Guests
Needs and expectations can be expected to:

Change between people

Alter between venues/service areas

Vary over time
Slide 82
Meet needs and expectations of
colleagues
Colleague expectations can include that you:

Attend for work when rostered to do so

Maintain a professional appearance

Maintain appropriate personal hygiene
(Continued)
Slide 83
Meet needs and expectations of
colleagues

Display a positive attitude

Show respect for others

Communicate effectively
(Continued)
Slide 84
Meet needs and expectations of
colleagues

Respond promptly to requests and questions

Perform allocated tasks as and when required

Maintain work area in an appropriate condition
(Continued)
Slide 85
Meet needs and expectations of
colleagues

Accommodate unscheduled tasks

Comply with all internal and external workplace
requirements

Respond to issues and circumstances

Participate in designated workplace activities
Slide 86
Assist to resolve workplace conflict
and manage difficulties
Workplace conflict must be addressed and managed in
order to:

Stop small problems growing into big ones

Maintain a positive workplace

Reduce absenteeism and staff turnover

Comply with legal and ethical requirements
Slide 87
Assist to resolve workplace conflict
and manage difficulties
‘Conflict’ and ‘difficulties’ can arise with colleagues or
customers/guests, one-to-one or in a group context:

Conflict = a state of opposition between people

‘Conflict’ is worse than a ‘difficulty’

Difficulties reduce service levels

Difficulties can grow into conflict
Slide 88
Assist to resolve workplace conflict
and manage difficulties
You need to serve:

External customers:


Guests, customers, patrons
Internal customers:

Colleagues, co-workers, other staff
If you are not serving an external customer
you should be serving someone who is.
Slide 89
Assist to resolve workplace conflict
and manage difficulties
Possible reasons for workplace conflict and difficulties:

Pressure of work

Lack of or poor communication

Prejudices

Ineffective working systems/SOPs
(Continued)
Slide 90
Assist to resolve workplace conflict
and manage difficulties

Differences in opinions

Differences in beliefs

Misunderstandings

Colleague not doing their job

Staff member feels he/she is being
treated unfairly
Slide 91
Assist to resolve workplace conflict
and manage difficulties
Warning signs of problems with a co-worker:

They avoid verbal contact and/or physical proximity

They display negative facial expressions

They make rude remarks and/or gestures
(Continued)
Slide 92
Assist to resolve workplace conflict
and manage difficulties
To address workplace conflict and difficulties:

Never ignore a problem

Address issues promptly

Plan:

What to say

When you will raise/address the issue

Where you will talk
(Continued)
Slide 93
Assist to resolve workplace conflict
and manage difficulties

Determine what you want to achieve

Identify SPECIFIC examples you will use or refer to
when you talk to the other person

Ask the colleague to meet with you to discuss the issue,
problem, difficulty or conflict
(Continued)
Slide 94
Assist to resolve workplace conflict
and manage difficulties

Meet with the person:

Thank them

Explain reason for meeting

Define and describe the situation

Explain how the issue is impacting you

Listen to response of the other person
(Continued)
Slide 95
Assist to resolve workplace conflict
and manage difficulties

Explain what you need to resolve the situation

Be prepared to compromise

Be assertive

Be constructive

Exercise patience and tolerance
(Continued)
Slide 96
Assist to resolve workplace conflict
and manage difficulties

Decide and agree on action to take

Thank the person

Express a positive sentiment
Slide 97
Assist to resolve workplace conflict
and manage difficulties
Positive outcomes to strive for when resolving/addressing
workplace conflict and difficulties include:

More co-operation

A more pleasant work environment

Lower stress levels

Less workplace conflict/difficulties
(Continued)
Slide 98
Assist to resolve workplace conflict
and manage difficulties

Higher standards of service

Less mistakes

Fewer negative comments

Less complaints

More positive feedback
Slide 99
Seek informal feedback
Workplace feedback is vital for the following reasons:

It identifies things which need improvement

It gives you the benefit of knowing what others think

It forms the basis for action

It gives diversity of opinion

It shows you are a team player

It generates positive and negative comment
Slide 100
Seek informal feedback
‘360° feedback’:

Recognised as being most/very effective

Provides feedback from a wide variety of different
people from a wide range of ‘angles’

Requires you to be proactive in seeking out the
feedback
Slide 101
Seek informal feedback
Seek feedback from:

Other runners

Kitchen staff

Wait staff and servers

Management

Guests/customers
Slide 102
Seek informal feedback
Ways to seek feedback:

Ask people for it

Observe others

Ask management for copies of feedback they have
received

Question guests
(Continued)
Slide 103
Seek informal feedback

Engaging in chance discussions

Participating in critical incident reviews

Taking part in coaching and mentoring activities

Raising guest feedback as a topic at staff meetings
Slide 104
Seek informal feedback
Feedback can be used to make many workplace
improvements in terms of:

Safety

Speed of service

Quality service delivery

Savings

More customer/guest focus
Slide 105
Handle complaints
You will receive:


Positive feedback:

Accept it – never dismiss it

Thank the person
Negative feedback:

See it as an opportunity to improve

Do not dwell on it

Do not get angry or upset
Slide 106
Handle complaints
Keys to dealing with complaints:

Thank the person

Listen carefully

Ask questions

Be polite
(Continued)
Slide 107
Handle complaints

Determine if complaint is legitimate or not

Remain positive

Be sensitive

Be prepared to apologise
(Continued)
Slide 108
Handle complaints

Take responsibility for fixing the problem

Gain agreement what you intend doing will fix the
problem

Implement the agreed action

Follow-up
Slide 109
Use non-discriminatory attitudes
and language
Standard workplace requirements:

Avoid racist language

Avoid sex/gender-specific language

Do not infer competency or ability from the way people
look

Never make assumptions based on disabilities
(Continued)
Slide 110
Use non-discriminatory attitudes
and language

Do not stereotype people

Avoid using discriminatory language regarding people
with disabilities

Do not make ageist statements

Get to know people from diverse backgrounds
to learn about them
(Continued)
Slide 111
Use non-discriminatory attitudes
and language

Attend ‘cultural diversity’ training

Be quick to apologise if you give unintended offence

Never victimise anyone on the basis of their personal
characteristics – age, gender, impairment, job role,
marital status, parental status, career status, physical
features, political belief, race
Slide 112
Use non-discriminatory attitudes
and language
‘Victimisation’ = treating someone differently based on
their characteristics.
Victimisation can include:

Verbal taunts

Inappropriate gestures

Not helping them

Not sharing information with them
(Continued)
Slide 113
Use non-discriminatory attitudes
and language

Restricting their opportunities

Treating them unfairly, unkindly or differently to others

Ostracising them
Slide 114
Summary – Element 3
When maintaining effective relationships with colleagues:

Identify the needs and expectations your co-workers
have of you and your role/position

Strive to help and support others – internal and
external customers

Arrive for work early

Show respect for others
(Continued)
Slide 115
Summary – Element 3

Demonstrate a positive attitude

Be a professional

Communicate effectively

Respond promptly to questions and requests for help
(Continued)
Slide 116
Summary – Element 3

Keep your work area clean and tidy

Never take the credit for work someone else did

Be part of the team

Be proactive in identifying and resolving workplace
conflict and complaints
(Continued)
Slide 117
Summary – Element 3

Seek positive outcomes to conflict and complaints

Be proactive in seeking feedback about your
performance

Strive to be non-discriminatory in everything you do
and/or say in the workplace
Slide 118