PROVIDE ADVICE TO PATRONS
ON FOOD AND BEVERAGE
SERVICES
D1.HBS.CL5.10
Slide 1
Subject Elements
This unit comprises three Elements:

Update food and beverage knowledge

Advise on menu items

Provide wine advice
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 supervisor
Slide 3
Element 1:
Update food and beverage knowledge
Slide 4
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
Slide 5
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?
Slide 6
Food and beverage industry
Food and beverage departments

Restaurants

Bars

Kitchens

Room Service

Mini Bars

Coffee Shops
Slide 7
Food and beverage industry
Food and beverage departments

Nightclubs

External Catering

Executive Lounges

Bottle Shop Operations
Slide 8
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?
Slide 9
Product knowledge
Types of product knowledge

Food knowledge

Beverage knowledge

Venue knowledge

Local area knowledge
Slide 10
Sources of food and beverage
information

Trade magazines

Feature newspaper articles

Television programs

Food and beverage reference books

Recipes and menus

Internet
(continued)
Slide 11
Sources of food and beverage
information

Wine/food tasting events

Promotional activities

Trade shows

Exhibitions

Food and beverage festivals

Food and cooking demonstrations
(continued)
Slide 12
Sources of food and beverage
information

Chefs, cooks and other food service personnel

Sales representatives

DVDs

Customers

Workplace observations

Own experiences
Slide 13
Understanding food knowledge
Appetisers
Appetisers are menu items offered for guests to eat prior
to their main course:

What appetisers are commonly served?
Slide 14
Understanding food knowledge
Appetisers

Hors d’oeuvres

Canapés

Savouries

Antipasto

Pasta

Tapas

Finger foods

Sandwiches
Slide 15
Understanding food knowledge
Soups
A traditional course on many menus, soups provide low
food cost items for many premises:

What soups are commonly served?
Slide 16
Understanding food knowledge
Soups

Clear soups

Broths

Purées

Cream soups

Bisque
Slide 17
Understanding food knowledge
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?
Slide 18
Understanding food knowledge
Meat

Beef

Lamb

Veal

Goat

Pork
Slide 19
Understanding food knowledge
Poultry

Chicken

Turkey

Squab

Pheasant

Duck

Goose
Slide 20
Understanding food knowledge
Fish

Flat fish

Round fish

Fillets

Whitefish

Oily fish
Slide 21
Understanding food knowledge
Seafood

Shellfish

Molluscs

Crustaceans

Octopus and squid
Slide 22
Understanding food knowledge
Desserts
Desserts are served after the main course:

What types of desserts are commonly served?
Slide 23
Understanding food knowledge
Desserts

Cakes

Puddings

Pies, tarts and flans

Fritters

Custards and creams

Prepared fruit

Charlottes
Slide 24
Understanding food knowledge
Desserts

Bavarois and mousse

Souffle

Sabayon

Meringues

Crepes and omelettes

Sorbets

Ice cream, bombes and parfaits
Slide 25
Understanding food knowledge
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?
Slide 26
Understanding food knowledge
Snacks

Hot chips and wedges

Hot dogs

Pies, pasties and sausage rolls

Croissants

Sandwiches and rolls

Baguettes

Hamburgers

Ploughman’s lunch
Slide 27
Understanding food knowledge
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?
Slide 28
Understanding food knowledge
Fruit

Pieces of fresh fruit

Fresh fruit salad

Tinned fruit

Dried fruit
Slide 29
Understanding food knowledge
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?
Slide 30
Understanding food knowledge
Vegetables

What types of vegetables are commonly served?

How are they prepared and served?
Slide 31
Understanding food knowledge
Specialist cuisine food items
Specialist cuisine food items commonly relate to cuisines
of various cultures:

What are different cuisines in different countries?
Slide 32
Understanding food knowledge
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
Slide 33
Understanding food knowledge
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
Slide 34
Understanding beverage knowledge
Beverages can be alcoholic or non-alcoholic in nature:

What types of beverages exist?
Slide 35
Understanding beverage knowledge
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
Slide 36
Understanding beverage knowledge
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?
Slide 37
Spirits
Whisky
Whisky is distilled from grain (barley, rye, maize, cereal).
Four main ones being:

Scotch

Irish

Bourbon

Rye
Slide 38
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
Slide 39
Spirits
Scotch Whisky

Black and White

Vat 69

Chivas Regal

Haig’s Dimple

Glenmorange

Glenlivet

Glenfiddich Single Malt 12 years old
Slide 40
Spirits
Irish Whisky

Jameson

Paddy’s

Tullamore Dew
Slide 41
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
Slide 42
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
Slide 43
Spirits
Gin
Gin is produced by rectifying a pure spirit with berries and
botanical herbs:

Gilbey’s London Dry

Gordon’s
Slide 44
Spirits
Vodka
Is distilled from a base of grain and can come flavoured:

Grey Goose

Karloff

Finlandia

Wyborowa

Smirnoff

Skyy
Slide 45
Spirits
Brandy
Is distilled from grapes:

St Remy

Hardy’s Black Bottle
Slide 46
Spirits
Cognac
The most famous brandy is Cognac made in the Cognac
region of France:

Courvoisier

Remy

Napoleon
Slide 47
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
Slide 48
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
Slide 49
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?
Slide 50
Liqueurs

Liqueurs are spirits that have been flavoured with fruits,
herbs, roots and plants, sweetened and sometimes
artificially coloured

Liqueurs are proprietary or generic
Slide 51
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
Slide 52
Liqueurs
Common generic liqueurs flavours

Advocaat

Banana

Blue curacao

Butterscotch

Cherry brandy
Slide 53
Liqueurs
Common generic liqueurs flavours

Crème de cacao

Crème de menthe

Melon

Mint chocolate

Triple sec
Slide 54
Liqueurs
Common proprietary liqueurs

Bailey’s Irish Cream

Benedictine DOM

Cointreau

Drambuie

Grand Marnier

Kahlua
Slide 55
Liqueurs
Common proprietary liqueurs

Jagermeister

Midori

Sambuca

Tia Maria
Slide 56
Cocktails
Types of cocktails

Frozen

Shaken

Stirred

Built

Blended

Shots
Slide 57
Beer

How is beer made?

What are types of local beer?

What are types of imported beer?
Slide 58
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
Slide 59
Beer
Types of beers
Ales:

Pale Ale (bitters)

Dark Ale (stouts)
Lagers:

Pale Lager (lagers and pilsners)
Slide 60
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?
Slide 61
Beer
Imported beers

Fosters - Australia

Lowenbrau – Germany

Beck’s – Germany

Fürstenburg – Germany

König Pilsener – Germany

Corona – Mexico

Budweiser – USA
Slide 62
Beer
Imported beers

Hollandia – Holland

Heineken – Holland

Miller – USA

Maes – Belgium

Chimay – Belgian

Duvel – Belgian

Asahi – Japan
(continued)
Slide 63
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
Slide 64
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?
Slide 65
Alcohol strengths

Spirits
37 – 40 %

Liqueurs
17 – 55 %

Fortified Wines
20 %

Table Wines
12 –14 %

Beers
4–5%

Light Beers
2–3%
Slide 66
Non-alcoholic drinks

Tea

Coffee

Milk shakes

Flavoured milks

Smoothies

Hot/iced chocolate

Juices
(continued)
Slide 67
Non-alcoholic drinks

Cordials and syrups

Waters

Soft drinks

Non-alcoholic cocktails

Health drinks

Frappés

Children’s specialty drinks

Energy drinks
Slide 68
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?
Slide 69
Restaurants

Provide food and beverage

Breakfast, Lunch, Dinner

Service styles:
 A la carte
 Buffet
 Silver service
 Gueridon service
 Set menu
Slide 70
Restaurant Management
Restaurant Manager

Run restaurant activities

Organises menus with chefs

Promotional and sales activities

Recruit staff

Performance Reviews

Controls F&B Costs
Slide 71
Restaurant Management
Restaurant Supervisor

Runs shifts

Arranges staff rosters/schedules

Training for staff
Slide 72
Restaurant Positions

Host

Waiter

Buffet attendant

Bartender

Cashier

Promotional attendants

Busboy
Slide 73
Bars
Types of bars

Cocktail bars

Pool bars

Dispense bars

Lounge bars

KTV Bars

Night Clubs
Slide 74
Bar Management
Bar Manager

Arranges cocktail menus

Arranges promotions

Trains staff

Arranges entertainment

Controls beverage costs
Slide 75
Bar Positions

Bar Supervisor

Cocktail Waitress

Bartender

Barback

Security

Cashier

DJ

Cloak Room Attendant
Slide 76
Coffee/Lobby Lounge

Meeting and waiting area

Provides food and beverage

Place for meetings

Run over area of restaurants
Slide 77
Kitchens
Types of kitchens

Restaurant kitchen

Banquet kitchen

Room service kitchen

Conference kitchen

Preparation kitchen

Open kitchen

Catering kitchen

Outdoor kitchen/BBQ area
Slide 78
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
Slide 79
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
Slide 80
Kitchen Positions

Executive Chef

Sous Chef

Shift Leader Chef

Cold Larder Chef

Butcher

Conference & Banqueting Chef

Dessert Chef
Slide 81
Kitchen Positions

Pastry Chef

Kitchens – Positions

Kitchen Hand

Steward

Expeditor

Room Service Chef

Cafeteria/Staff Meals chef

Store person
Slide 82
Room Service
Provides food and beverage to remote locations including:

Hotel rooms

Private meeting areas

Staff meetings
Slide 83
Mini Bar

Provides in-room food and beverage
Slide 84
Conferences and Banqueting

Business Centre

Small meetings

Conferences

Weddings

Exhibitions

Parties

Formal banquets

Private functions

Sporting events
Slide 85
Conferences and Banqueting
Conference and Banqueting Manager

Promotional activities

Arrange conference and banqueting programs

Client manager

Communicate with kitchen staff

Arrange equipment
(continued)
Slide 86
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
Slide 87
Conference and Banqueting Positions

Wedding coordinator

Master of Ceremonies

Greeters

Cloak room attendants

Waiters

Bar staff

Entertainment

Equipment staff

IT staff
Slide 88
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
Slide 89
Butler Service
Provides all needs of the VIP Guest

Packs and launders clothes

Cleans shoes

Prepares meals
Slide 90
Common food and beverage roles
What are the main tasks of the following common roles:

Food waiter

Beverage/drinks waiter
Slide 91
Common food and beverage roles
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
Slide 92
Common food and beverage roles
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
Slide 93
Common food and beverage roles
Documents detailing job roles

Position Descriptions

Job Descriptions

Job Specifications

Job Analysis sheets

SOPs
Slide 94
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
Slide 95
Developing 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
Slide 96
Developing job specific knowledge
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
Slide 97
Developing job specific knowledge
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
Slide 98
Developing job specific knowledge
Beverage knowledge

Beers

Bottled and house wines

Knowledge about individual beverages

Knowledge about matching beverages to
menu items

Glassware
Slide 99
Developing job specific knowledge
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
Slide 100
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
Slide 101
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?
Slide 102
Identify features of specific food and
beverages
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?
Slide 103
Identify features of specific food and
beverages
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
Slide 104
Identify features of specific food and
beverages
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?
Slide 105
Identify features of specific food and
beverages
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?
Slide 106
Identify features of specific food and
beverages
Understanding the local market

Local produce

Local specialities

Local food outlets

Local festivals and promotions
Slide 107
Identify features of specific food and
beverages
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?
Slide 108
Identify features of specific food and
beverages
Identify general food and beverage trends

What food and beverage trends exist in the local
region?

What are international food and beverage trends?
Slide 109
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
Slide 110
Element 2:
Advise on menu items
Slide 111
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
Slide 112
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
Slide 113
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
Slide 114
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
Slide 115
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
Slide 116
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
Slide 117
Offering advice
Asking questions

What investigatory questions can you ask to help
identify their desired food and beverage needs?
Slide 118
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
Pasta
Sparkling Wine /
Champagne
Strawberries, Seafood, Fruit
Slide 119
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
Chardonnay, chenin blanc, verdelho
Red meat
Chardonnay, riesling, shiraz
Pasta
Cabernet merlot
Cheese platters
Dessert wines
Desserts
Poultry
Slide 120
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
Slide 121
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
Slide 122
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
Slide 123
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
Slide 124
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
Slide 125
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
Slide 126
Giving assistance
Offering options and variations

Changing sauces

Changing cooking styles

Combining dishes

Bringing in their own products

Taking a dish home
Slide 127
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
Slide 128
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
Slide 129
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
Slide 130
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?
Slide 131
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
Slide 132
Handling special needs
Handling dietary needs

Allergies

Medications

Health-related conditions

Specific diets

Healthy meals

Gluten-free

Vegetarian

Vegan
Slide 133
Handling special needs
Cultural needs

Jewish

Muslim

Hindu
Slide 134
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
Slide 135
Discuss methods of cooking
Types of cooking methods

What methods of cooking exist?

What types of menu items are prepared using this
method?
Slide 136
Discuss methods of cooking
Baking
Baking is the principle of cookery in which food is
subjected to the action of dry heat in an oven.
Slide 137
Discuss methods of cooking
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.
Slide 138
Discuss methods of cooking
Boiling
Boiling is the principle of cookery in which food is
completely immersed in liquid and cooked at boiling point
(100°C).
.
Slide 139
Discuss methods of cooking
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.
Slide 140
Discuss methods of cooking
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.
Slide 141
Discuss methods of cooking
Grilling
Grilling is the principle of cookery where food is cooked by
radiated heat directed from above or below.
Slide 142
Discuss methods of cooking
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.
Slide 143
Discuss methods of cooking
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.
Slide 144
Discuss methods of cooking
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?
Slide 145
Discuss methods of cooking
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
Slide 146
Discuss methods of cooking
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
Slide 147
Discuss methods of cooking
Frying

Shallow frying

Pan frying

Sautéing

Stir frying
Slide 148
Discuss methods of cooking
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.
Slide 149
Discuss methods of cooking
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.
Slide 150
Discuss methods of cooking
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
Slide 151
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?
Slide 152
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)
Slide 153
Cuisine in different countries
Chinese cuisine

Chinese dumpling - jiaozi

Hot and Sour Soup

Dim Sum

Beef Fried Noodles

Hunan fried tofu

Chow Mein

Wontons

Peking Duck
Slide 154
Cuisine in different countries
Indian cuisine

Biryani

Butter Chicken

Vindaloo & Rogan Josh

Tandoori Chicken

Palak paneer

Chole-Bhature

Dal makhani

Malai Kofta

Naan
(continued)
Slide 155
Cuisine in different countries
Indian cuisine

Samosa and Pakodas

Pav Bhaji

Panipuri - Chaats

Kebabs

Aloo gobi

Lassi – Shakes

Pickles
Slide 156
Cuisine in different countries
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)
Slide 157
Cuisine in different countries
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
Slide 158
Cuisine in different countries
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)
Slide 159
Cuisine in different countries
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
Slide 160
Cuisine in different countries
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)
Slide 161
Cuisine in different countries
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
Slide 162
Cuisine in different countries
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)
Slide 163
Cuisine in different countries
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
Slide 164
Cuisine in different countries
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)
Slide 165
Cuisine in different countries
Italian cuisine

Mortadella – heat cured sausage

Spumoni - molded Italian ice cream dessert

Cheeses – Mozzarella, Parmigiano-Reggiano

Pasta – Cannoli, Spaghetti, Penne, Fettuccine,
Linguine

Lasagna

Saltimbocca
Slide 166
Cuisine in different countries
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)
Slide 167
Cuisine in different countries
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
Slide 168
Cuisine in different countries
Greek cuisine

Baklavas – Baklava Pastry

Horta Vrasta – Boiled Leafy Greens

Tyropitakia – Cheese Pie Triangles

Kotosoupa Avgolemono – Chicken & Lemon Rice Soup

Revithosoupa – Chickpea Soup
(continued)
Slide 169
Cuisine in different countries
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
Slide 170
Cuisine in different countries
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
Slide 171
Cuisine in different countries
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)
Slide 172
Cuisine in different countries
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
Slide 173
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
Slide 174
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
Slide 175
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
Slide 176
Explaining menu items
Providing explanation through written communication

Use graphics or pictures

Be produced in different languages

Easy to read font

Good print size
Slide 177
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
Slide 178
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
Slide 179
Element 3:
Provide wine advice
Slide 180
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
Slide 181
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
Slide 182
Production of wine
Whilst it is not essential it is often worthwhile to
understand the wine making process:

How is wine made?
Slide 183
Production of wine
Basic wine production process

Selecting and collecting grapes

Fermentation

‘Cleaning’ wine

Maturing and Bottling
Slide 184
Types of wine
Common types of wine

White wine

Red wine
Slide 185
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
Slide 186
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
Slide 187
Varietal wines
Varietal white wines
White grape varieties include:

Chardonnay

Chenin Blanc

Rhine Riesling

Sauvignon Blanc

Semillon

Traminer
Slide 188
Varietal wines
Varietal red wines
Red grape varieties include:

Cabernet Sauvignon

Malbec

Merlot

Pinot Noir

Shiraz
Slide 189
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?
Slide 190
Generic wines
Generic white wines
Generic white wines include:

Chablis

Hock

Moselle

Riesling

Sauternes

White Burgundy
Slide 191
Generic wines
Generic red wines
Generic red wines include:

Burgundy

Claret
Slide 192
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
Slide 193
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’
Slide 194
Champagne/sparking wines
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
Slide 195
Champagne/sparking wines
Styles of champagne

Non-vintage (N.V.)

Vintage

Rosé

Crémant

Blanc de blancs

Blanc de Noirs
Slide 196
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
Slide 197
Fortified wines
Types of fortified wines

Sherries

Vermouth

Ports

Muscat

Tokay
Slide 198
Wine growing countries

What are famous wine growing countries?
Slide 199
Wine growing countries
Top 10 wine producing countries in 2011
1 – 5:

France

Italy

Spain

United States

Argentina
(continued)
Slide 200
Wine growing countries
Top 10 wine producing countries in 2011
6 – 10:

China

Australia

South Africa

Germany

Portugal
Slide 201
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
Slide 202
Wine growing regions
France

Champagne

Burgundy (Bourgogne)

Bordeaux

Sauterne

Loire Valley

Alsace
Slide 203
Wine growing regions
Italy

Tuscany

Chianti

Albana di Romagna
Slide 204
Wine growing regions
United States of America

Napa Valley

Washington
Slide 205
Wine growing regions
Australia

Hunter Valley

Barossa Valley

Yarra Valley

Margaret River
Slide 206
Wine growing regions
Germany

Rheinhessen

Rheingau
South Africa

Cape Winelands
New Zealand

Marlborough
Slide 207
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
Slide 208
Provide advice on compatibility of
wine and food
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?
Slide 209
Provide advice on compatibility of
wine and food
Providing specific information
Information can be gained from:

Winemakers

Reading wine labels

Wine literature

Asking others

Conducting research

Conducting wine tastings
Slide 210
Promoting wine
All venues should actively promote wines to:

Enhance the combination of food and wine

Optimise sales

Maximise customer enjoyment
Slide 211
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
Slide 212
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.
Slide 213
Provide correct and current wine
information
Undertake wine tasting
The appreciation of wine can be broken down into three
different areas:

Appearance

Smell

Taste
Slide 214
Provide correct and current wine
information
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.
Slide 215
Provide correct and current wine
information
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
Slide 216
Provide correct and current wine
information
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
Slide 217
Provide correct and current wine
information
Obtaining information

Tasting notes written by others

Wine magazines

Wine-related websites

Wine labels
Slide 218
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
Slide 219
Discuss wine characteristics
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
Slide 220
Discuss wine characteristics
Fruit flavours – White wine
GRAPE VARIETY
CHARACTERISTICS
Riesling
Pineapple
Sauvignon Blanc
Asparagus
Semillon
Grass
Chardonnay
Cucumber
Sweet/ dessert wines
Honey
Slide 221
Discuss wine characteristics
Fruit flavours – Red wine
GRAPE VARIETY
CHARACTERISTICS
Pinot Noir
Strawberry
Merlot
Cherry
Cabernet Sauvignon
Olive
Shiraz
Pepper
Slide 222
Discuss wine characteristics
Fruit flavours – Sparkling wine/champagne
GRAPE VARIETY
CHARACTERISTICS
Sparkling Wine
Apple
Champagne
Yeast
Slide 223
Discuss wine characteristics
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
Slide 224
Discuss wine characteristics
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
Slide 225
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
Slide 226
Finish:
Thank you!
Slide 227