Unit Title: Serving Your Guests
Grade Level: Culinary 2
Timeframe:10 Blocks
Essential Questions
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What exactly are service and hospitality, and how do they affect an operation’s success?
What is the importance of first impressions?
What is the best way to identify the customer’s needs, and what type of special needs should staff be aware of?
What is the proper way to handle reservations and special requests?
What is the importance of customer greetings?
How should a server interact with guests, and what information should be included in an order?
What is suggestive selling, and why is it important?
What is the contemporary style of service?
What is the traditional style of service?
What are the traditional utensils and table set-ups?
What are traditional staff responsibilities?
What are standard service tools and stations?
Common Core Standards
21st Century Skills Standard and Progress Indicators:
9.2.12.C.7 Examine the professional, legal, and ethical responsibilities for both employers and
employees in the global workplace.
9.3.HT‐RFB.1 Describe ethical and legal responsibilities in food and beverage service facilities.
9.3.HT‐RFB.2 Demonstrate safety and sanitation procedures in food and beverage service facilities.
9.3.HT‐RFB.3 Use information from cultural and geographical studies to guide customer service decisions in
food and beverage service facilities.
9.3.HT‐RFB.8 Implement standard operating procedures related to food and beverage production and guest
service.
9.3.HT‐RFB.10 Apply listening, reading, writing and speaking skills to enhance operations and customer
service in food and beverage service facilities.
CAR © 2009
Standards/Cumulative Progress Indicators (Taught and Assessed):
CCSS.ELA-Literacy.SL.9-10.1
Initiate and participate effectively in a range of collaborative discussions (one-on-one, in groups, and teacher-led) with diverse partners on grades 9-10 topics, texts, and
issues, building on others' ideas and expressing their own clearly and persuasively.
CCSS.ELA-Literacy.W.9-10.2
Write informative/explanatory texts to examine and convey complex ideas, concepts, and information clearly and accurately through the effective selection,
organization, and analysis of content.
CCSS.ELA-Literacy.W.9-10.4
Produce clear and coherent writing in which the development, organization, and style are appropriate to task, purpose, and audience. (Grade-specific expectations for
writing types are defined in standards 1-3 above.)
CCSS.Math.Content.HSN.Q.A.2
Define appropriate quantities for the purpose of descriptive modeling.
Instructional Plan
Unit 10 Pretest
SLO - WALT
CAR © 2009
Student Strategies
Formative
Assessment
Activities and
Resources
Reflection
Foundations Level 1 Companion site – Chapter 10 Multiple Choice/ True False
Questions
http://wps.prenhall.com/chet_nra_foundations_1/154/39652/10151013.cw//t/index.html
Reflection
Explain the importance of
customer service to the
restaurant and foodservice
industry; list the reasons for
making a good first
impression and give
examples of how to make
one
9.3.HT‐RFB.1
9.3.HT‐RFB.2
9.3.HT‐RFB.3
9.3.HT‐RFB.8
CCSS.ELA-Literacy.SL.9-10.1
CCSS.ELA-Literacy.W.9-10.4
Describe the types of
customers that may have
special needs; identify
ways to identify customer
needs
9.2.12.C.7
9.3.HT‐RFB.1
9.3.HT‐RFB.3
9.3.HT‐RFB.8
9.3.HT‐RFB.10
CCSS.ELA-Literacy.W.9-10.2
CCSS.ELA-Literacy.W.9-10.4
Outline the process for
receiving and recording
reservations and special
requests
9.3.HT‐RFB.3
9.3.HT‐RFB.8
9.3.HT‐RFB.10
CCSS.ELA-Literacy.SL.9-10.1
CCSS.ELA-Literacy.W.9-10.4
CAR © 2009
Research Based
Reasoning Skills
First Impression
papers
Match activity
posters
Communication
Skills
The Science of First
Impressions activity
Foundations L1
Teacher ed. Pg. 619
Match It Up activity
Foundations L1
Teacher ed. Pg. 620
Foundations Level 1 text page 626 questions
Foundations Level 1 Companion site – Chapter 10 Essay Questions
http://wps.prenhall.com/chet_nra_foundations_1/154/39652/10151013.cw//t/index.html
Restaurant Wars! Activity Foundations L1 pg. 627
Creative Thinking
Activity based
Foundations Level 1 text page 626 questions
Hello and
Welcome staff
responses
Hello, and Welcome
to… activity
Foundations L1 pg.
627
Creative Thinking
Flag illustrations
and
explanations
Designing a “Flag”
activity Foundations
L1 Teacher ed. Pg.
630
Communication
Skills
Snow Fun
answers
Creative Thinking
Reasoning Skills
Snow Fun activity
Foundations L1
Teacher Ed. Pg. 631
Foundations Level 1 Companion site – Chapter 10 Essay Questions
http://wps.prenhall.com/chet_nra_foundations_1/154/39652/10151013.cw//t/index.html
Foundations Level 1 text page 650 questions
Foundations Level 1 Companion site – Chapter 10 Essay Questions
http://wps.prenhall.com/chet_nra_foundations_1/154/39652/10151013.cw//t/index.html
Outline the process for
taking orders at the table,
beginning with the
greeting; describe
suggestive selling, and give
examples of how to do it;
list methods for processing
payment
Creative Thinking
Communication
Skills
Suggestive
selling write ups
BAC
calculations
Reasoning Skills
Suggestive Selling
activity Foundations
L1 Teacher Ed. Pg.
636
Foundations Level 1 text page 650 questions
Foundations Level 1 Companion site – Chapter 10 Essay Questions
http://wps.prenhall.com/chet_nra_foundations_1/154/39652/10151013.cw//t/index.html
BAC Levels activity
Foundations L1
Teacher ed. Pg. 638
9.2.12.C.7
9.3.HT‐RFB.1
9.3.HT‐RFB.3
9.3.HT‐RFB.8
9.3.HT‐RFB.10
CCSS.ELA-Literacy.SL.9-10.1
CCSS.ELA-Literacy.W.9-10.4
CSS.Math.Content.HSN.Q.A.2
List ways to obtain
feedback from guests and
determine their satisfaction;
explain how customer
complaints should be
resolved
9.2.12.C.7
9.3.HT‐RFB.1
9.3.HT‐RFB.3
9.3.HT‐RFB.10
CCSS.ELA-Literacy.SL.9-10.1
CCSS.ELA-Literacy.W.9-10.4
CAR © 2009
Small group
Role playing
Creative Thinking
Critical Thinking
Service skits
Anniversary
responses
Foundations Level 1 text page 650 questions
The Service is the
Thing! Activity
Foundations L1 pg.
651
Happy Anniversary?
Activity Foundations
L1 pg. 651
Foundations Level 1 Companion site – Chapter 10 Essay Questions
http://wps.prenhall.com/chet_nra_foundations_1/154/39652/10151013.cw//t/index.html
Describe the four traditional
styles of service: American,
French, English, and
Russian; Identify
contemporary styles of
service; demonstrate
setting and clearing items
properly
9.3.HT‐RFB.1
9.3.HT‐RFB.2
9.3.HT‐RFB.3
9.3.HT‐RFB.8
CCSS.ELA-Literacy.W.9-10.2
CCSS.ELA-Literacy.W.9-10.4
Describe traditional service
staff roles, and list the
duties and responsibilities
of each; identify various
service tools and the
correct way to stock a
service station
Small group
Critical Thinking
Activity Based
Critical Thinking
Observations of
the table
settings
Sense of Style
diagrams
Reasoning Skills
Creative Thinking
9.2.12.C.7
9.3.HT‐RFB.1
9.3.HT‐RFB.2
9.3.HT‐RFB.3
9.3.HT‐RFB.8
CCSS.ELA-Literacy.W.9-10.2
CCSS.ELA-Literacy.W.9-10.4
Foundations Level 1 Companion site – Chapter 10 Essay Questions
http://wps.prenhall.com/chet_nra_foundations_1/154/39652/10151013.cw//t/index.html
Making Sense of Style
activity Foundations
L1 pg. 668
Service with
style write ups
Project based
Foundations Level 1 text page 668 questions
Setting the Table
activity Foundations
L1 pg. 668
Service with a style
activity Foundation
L1 pg. 668
Banquet Business
activity Foundations
L1 teacher ed. Pg.
664
Foundations Level 1 text page 668 questions
Foundations Level 1 Companion site – Chapter 10 Essay Questions
http://wps.prenhall.com/chet_nra_foundations_1/154/39652/10151013.cw//t/index.html
Benchmark Assessment: Unit 10 Test
Summative Written Assessments
Unit 10 Test
Exam Prep questions Foundations pg. 671-672
Summative Performance Assessment
A Selling Script – Foundations L1 pg. 670
CAR © 2009
Banquet Business activity Foundations L1 teacher ed. Pg. 664
CAR © 2009