Unit 1: AC2.1-3 16 March 2020 Hospitality Operations
LO2: Understand how hospitality and catering provision operates. Marks: 15-28 17% – 31% AC2.1 AC2.2 AC2.3 Describe the operation of Describe the operation of Explain how hospitality and the kitchen. front of house. catering provision meet customer requirements. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1/2.2: Describe the operation of the kitchen CRITERIA AC2.1/2.2: Describe the operation of the front of house
You must know: • Layout • Work Flow • Operational activities • Equipment and materials • Stock control • Documentation and administration • Staff allocations • Dress code • Safety and security Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
Key Learning AC2.1: Kitchen Operation
Question Learning Outcomes CRITERIA Do I understand P the layout of a I can identify some factors in kitchen design that will commercial lead to a successful restaurant/kitchen. I can identify kitchen, the work most jobs in the kitchen brigade. flow and operational M activities? I can explain factors that will lead to more efficient work flow in the kitchen and explain how this leads to success. I can suggest the appropriate brigade type for different kitchen sizes. D I can suggest kitchen layouts to meet legislative needs and that would lead to efficient operations during service. I can identify and adapt kitchen brigade styles to suit the style of service and menu suggested.
Key Words: Legislation, Efficiency, Operations Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1: Kitchen Layout What type of foods must be kept here? DEMO
Who works in here? What type of foods must be kept here?
Who works here?
What is this? Name some What does it do? chefs who may work here.
Why 2 doors? Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1: Kitchen Layout What type of foods must be kept here? SHARE Flours, grains, cereals, Who works in here? lentils any dry food Head Chef What type of foods must be kept here.? Frozen and chilled Who works here? such as meats, dairy Plonger and desserts.
What is this? Name some Heat lamps chefs who may What does it do? work here. Keeps food hot Chef de Partie Sauce chef Vegetable chef Why 2 doors? Pastry Chef … One in, one out to prevent accidents Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1: Kitchen Layout SHARE Factors determining commercial kitchen design:
The type of service is the The type of menu: establishment providing: À la carte, table d’hôte, wide variety, limited, Fast food, plated service, self specialist menu, healthy menu. service, buffet, cafeteria style.
Budget: Space Available: Can commercial equipment Small or large be afforded, top of the premises, will it fit range, budget versions? the equipment needed? Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1: Kitchen Work Flow/Design SHARE Good Kitchen Work Flow/Design:
Delivery Cooking Wash Up Hygiene and the Food Safety Act 1990/91/95 The kitchen design must comply with the Food Safety Act 1990/91/95 and Waste Food Hygiene Regulations 2006. Storage Holding There should be enough room to Disposal carry tasks out safely and to allow adequate cleaning of all areas.
Risk Assessment: A risk assessment should always be carried Food Service Food Prep to identify potential problems. For example, Area food preparation areas must be separate to any waste disposal and raw food storage to limit the chances of cross contamination. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1: Kitchen Layout/Design SHARE Delivery Goods vehicles should have adequate access to premises, providing direct deliveries to catering areas. This limits the length of time chilled foods may be in the danger zone. Have adequate space to check orders before they enter the catering area. Check temperature of van and visually examine goods.
Storage Storage should be near to the delivery area to limit delivery staff entering the catering area. This also reduces the need to move heavy items of stock that may cause injury to staff. Make sure adequate room is available for stock. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1: Kitchen Layout/Design SHARE Food Prep Separate hand wash, pot wash and food wash areas/sinks need to be provided as well as separate areas for potential allergen containing food prep. Where premises are small, systems should be in place to ensure utensils are kept separate.
Cooking Cooking equipment should be selected based on the menu being produced and the ability of the staff using it. State-of-the-art equipment such as water baths, programmable Rational ovens and computerised deep-fat fryers would be desirable, however, if they are not necessary they are a waste of money. Most importantly, the equipment layout should be safe and manageable to work around to prevent accidents. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1: Kitchen Layout/Design SHARE Cooking A 900mm corridor should be allowed for around the front of cooking equipment, ideally 1200mm. You may be limited by the energy supply available, gas may not be permissible in the building or the incoming electrical supply may be limited. Large scale equipment, whilst can be energy efficient and have energy saving features such as thermostats and auto switch-off, often requires a large electrical supply to run in the first place.
Holding The food holding area should be near the food service area in order to keep the food at the right temperature (above 63°c). Some kitchens may require separate refrigerator areas to keep desserts chilled and away from raw foods. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1: Kitchen Layout/Design SHARE
Food Service Area Food Service Area In an à la carte restaurant adequate space needs In a buffet of canteen system, multiple food to be considered to allow plating up. collection points can limit queuing. Large service areas may need stock replenished frequently, such as all you can eat buffets, therefore the food service area should be located near the kitchen area. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1: Kitchen Layout/Design SHARE Wash Up Area An integral part of the kitchen. If the dish washing area does not function, neither does the kitchen. Ample space should be given to both the size of dish washing area needed for the number of dishes, pots, pans etc. are used in one night as well as adequate space to store and sort washing up. As hot water produces steam, adequate ventilation is required.
Waste Disposal Dirty plates and waste food needs to be kept separate from food prep and storage areas to prevent cross contamination. Ideally a separate refuse bay should be made available well away from the kitchen entrance (so customers do not see this side of the business)! Adequate changing rooms/facilities should also be provided for staff to change at the start and end of shifts and also easily accessible staff toilets nearby. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1: Other Kitchen Considerations SHARE Energy Efficiency Consider buying energy efficient equipment that may be more expensive initially but save money in the long run.
Be aware of any energy efficiency policies the establishment may have in place.
Have recycling bins for paper, card, glass, plastic and metal as well as composting facilities to reduce the impact of waste on the environment.
Ensure there is adequate ventilation and air replacement systems in place, an engineer can help with this.
Request the local EHO (Environmental Health Officer) visits the premises or looks at plans to help identify any issues.
Floors should be non-slip and walls and ceilings should be able to be easily cleaned, ideally plastic coated that can be wiped down. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1: Other Kitchen Considerations SHARE Keep it Tidy! Ultimately, a clean and tidy work space will lead to greater efficiency and reduced risk of cross contamination. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1: Kitchen Brigade DEMO Knowledge Check! Can you remember who’s who in the kitchen brigade? Label the diagram. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1: Kitchen Brigade SHARE Answers: EXECUTIVE CHEF
CHEF DE CUISINE ABOYEUR COMMUNARD
SOUS CHEF
SAUCIER RÔTISSEUR POISSONIER ENTREMÉTIER GARDE MANGER PÂTISSEUR
COMMIS STAGIARE PLONGEUR or ESCUELERIE Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1: Kitchen Brigades HEAD CHEF SHARE SENIOR SOUS CHEF
SOUS CHEF SOUS CHEF SOUS CHEF SENIOR PASTRY CHEF
CHEF DE PARTIE CHEF DE PARTIE CHEF DE PARTIE PASTRY CHEF
SAUCE/MEAT CHEF FISH/SOUP CHEF LARDER CHEF COMMIS CHEF
DEMI CHEF DE PARTIE VEGETABLE CHEF DEMI CHEF DE PARTIE APPRENTICE
COMMIS CHEF DEMI CHEF DE PARTIE COMMIS CHEF PORTER
APPRENTICE COMMIS CHEF
PORTER KITCHEN ASSISTANTS
Example of a kitchen brigade for a 4* deluxe hotel, 300 rooms, 1 fine dining restaurant (50 covers), 1 brasserie restaurant (80 covers) and one banqueting suite (up to 200 covers) Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1: Kitchen Brigades SHARE
30 Seater Restaurant 60-80 Covers Restaurant
CHEF PATRON HEAD CHEF
COMMIS CHEF GENERAL ASSISTANT DESSERT CHEF MEAT/FISH CHEF DAIRY/SAUCES/SOUP/PASTA
COMMIS CHEF COMMIS CHEF ASSISTANT ASSISTANT Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1: Kitchen Brigades SHARE
Industrial Catering Kitchen Commercial Hotel/Restaurant CHEF HEAD CHEF
PASTRY CHEF LARDER CHEF MAINS CHEF SOUPS/VEGETABLES SAUCE CHEF LARDER CHEF PASTRY CHEF SOUPS/VEGETABLES
APPRENTICE ASSISTANT ASSISTANT COMMIS CHEF COMMIS CHEF COMMIS CHEF COMMIS CHEF
APPRENTICE APPRENTICE APPRENTICE APPRENTICE Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.2: Front of House Structure DEMO Knowledge Check! Can you remember who’s who in the front of house hierarchy? Label the diagram. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.2: Front of House Structure GENERAL MANAGER SHARE Answers:
CONCIERGE
FLOOR MANAGER SECURITY
MAID BARTENDER WAITER
PORTER Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1/2.2: Effective Work Flow SHARE Advantages Effective work flow systems, both in the kitchen and front of house staffing, will lead to: • Good communication between sections/departments • More efficient working (time/labour saving) • Improved quality of the finished product • Reduce the risk of accidents • Maintain high standards of hygiene and food safety
All of the above will lead to better customer service and therefore satisfied customers.
In Summary: When planning a kitchen you must consider: • The type of customers you wish to attract • The type of menu (à la carte, table d’hôte, seasonal, ethinic, children’s, rotating …) • The type of service (self service, plated, buffet, fast food, canteen …) • The kitchen brigade structure and number of staff required to make your menu • Compliance with legislation Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1/2.2: Effective Work Flow MINI PLENARY DEMO
As the head chef of new restaurant opening in a deluxe 4* hotel, you have been asked to design the kitchen layout. What factors would you consider before designing the kitchen area? (10 marks)
As the head chef you are in charge of hiring and firing. Identify 4 members of staff you will need in your kitchen brigade and give reasons why. (8 marks)
How can an effective work flow between the kitchen and front of house lead to a better experience for the customer? What are the benefits to a hospitality business? (10 marks)
Which laws do food preparation areas have to comply with? (2 marks)
Who could you ask for advice on your kitchen design? (I mark) Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
Key Learning AC2.1/2.2: Equipment
Question Learning Outcomes CRITERIA Do I know a broad P range of hand and To know what food service equipment is and to be powered serving able to identify equipment by name. equipment and their uses? M To be able to identify food service equipment and Do I understand make reasonable reference to its use and how to safely use, maintenance. store and maintain service equipment? D To be familiar with a broad range of hand and powered service equipment and their purposes. To be able to synthesise this knowledge with previous learning.
Key Words: Service equipment, Crockery, Tableware Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1/2.2: Equipment CRITERIA Food Service Equipment I can give a basic description
P of what I think food service 5 mins equipment is. What is meant by the term I can define the term ‘food ‘food service equipment’? service equipment’ and identify M a selection of examples which are specific to catering.
I can explain the role of food service equipment in catering
D and suggest important links between this and other topics we have studied. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1/2.2: Equipment CRITERIA Food Service Equipment Food service equipment is equipment used to serve food in the catering industry.
Service equipment can be anything which is used by customers or to serve food to the customers. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1/2.2: Equipment SHARE Hand Held Equipment Hand equipment is non-powered equipment which is used to serve or consume food and drink.
Tableware: Equipment usually used to ‘set’ a table. Includes crockery, glasses, cutlery etc
Serving equipment: Equipment for serving food. This includes utensils for placing food onto tableware such as tongs and ladles. It also includes items such as wine coolers, champagne Extension: buckets and bottle openers. What serving equipment would you expect to see in a). a fast food restaurant and b). and five star restaurant. Give reasons for any differences. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020 I can list at least ten items of hand AC2.1/2.2: Equipment equipment. DEMO Hand Held Equipment How many pieces of hand equipment can you list? I can list 10-20 items of hand serving equipment.
I have come up with more than 25 items of hand serving equipment. I have separated those used by servers and customers. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020 What is the advantage of using a dishwasher? AC2.1/2.2: Equipment DEMO I can state one Care, Use and Maintenance of Hand Equipment advantage of dishwasher use in a Crockery and cutlery should be dishwasher safe so it’s commercial kitchen. easy to clean to a high standard. I can give 2-3 advantages of Delicate items such as glassware must be handled dishwasher use over carefully to avoid breakages. Broken items must be hand washing. disposed of carefully.
I can give three or Equipment should be stored in drawers or cupboards more advantages with to avoid items gathering dust or dirt. reasons given. At least one of my advantages refers to health and safety requirements. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020 What is the name of the test for AC2.1/2.2: Equipment electrical DEMO equipment? Care, Use and Maintenance of Hand Equipment 1. Equipment used by customers must be cleaned at least once a day. 2. Equipment must be cleaned according to the manufacturer’s instructions. 3. Powered equipment must be serviced regularly. 4. Powered equipment should be switched off when not in use. 5. Equipment which requires training to use must 6. not be available to customers. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1: Equipment REVIEW Review Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1: Equipment REVIEW Review Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1/2.2: Service Equipment CONNECT Linking your thinking … A key skill in long answer questions is the ability to make connections between topics. How many connections can you make between the topics you studied this week?
Spoons and Allergen ladles Avoid information Types of contamination menu Service equipment
Dietary requirements À la carte Powered Price equipment Ingredient substitution Extend your mind map Changing a to connect with other menu recently studied topics Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1/2.2: Equipment DEMO Powered Equipment Powered equipment is equipment which uses electricity.
Can you name these examples of powered equipment? Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020 SHARE AC2.1: Equipment Powered Equipment Powered equipment is equipment which uses electricity. You need to be know the use and care of at least one from each of the two categories: small and large.
Small powered equipment: Identify the name and use of each item. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020 SHARE AC2.1: Equipment Powered Equipment Mincing machine Kettle For mincing meat A jug for boiling water
Microwave For defrosting, reheating and cooking Blender A jug with a rotating blade for blending foods Food processor to smooth texture For chopping, mixing and blending food Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1: Equipment DEMO Large Powered Equipment Identify the name and use of each item. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1: Equipment Other examples: Grills SHARE Large Powered Equipment Hotplates Identify the name and use of each item. Ovens Potato chippers
Rotisserie: For cooking large joints Deep-fat fryers and whole animals, such For deep-fat frying food Floor-standing mixers as chickens. in very hot oil. For kneading, mixing or whisking large quantities of dough, cake or cream. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1: Equipment DEMO Powered Equipment Develop a set of rules for the safe use, care and cleaning of powered equipment. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1: Equipment Powered Equipment: Care, Safe Use and Cleaning SHARE
• Should be serviced regularly by an electrician. Usually at least once a year.
• Should be cleaned according to a regular routine and a record kept of maintenance.
• Staff must be trained in safe operation of larger equipment.
• Manufacturers instructions for cleaning and use must be read, followed, and kept safely.
• Equipment should be switched off at the wall while not in use.
• Equipment must not be situated where it could create a fire hazard.
• Safety notices should be placed on all large pieces of equipment. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1: Equipment Powered Equipment: Care, Safe Use and Cleaning DEMO
Write a risk assessment for one of the following pieces of equipment: oven, deep-fat fryer, floor-standing mixer
ACTIVITY HAZARD HAZARD PREVENTION Removing cooked food Burns Ensure all staff wear from oven oven gloves
Consider safe use, possible accidents and food safety considerations. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1: Equipment REVIEW Powered Equipment: Review The kitchen at the guest house needs to be updated and the new head chef is to be involved in the purchase of additional equipment.
Identify two pieces of large scale equipment needed for the preparation or cooking of food and discuss why each would be useful. (8 marks)
(i) Name of equipment
Reasons for choice
(ii) Name of equipment
Reasons for choice Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1: Powered Equipment REVIEW Peer Review Award up to 2 x 4 marks for each named piece of large scale equipment and the explanation of why it Is useful. (8 marks)
Oven, cooker, range cooker Deep fat fryer Dishwasher/glass washer Large mixer e.g. Hobart , floor standing Refrigerator/chiller/cold room/chilled display unit Industrial microwave Freezer/freezer room Conveyor/rotary toaster
Award 0 – 1 mark for a basic answer showing little understanding of the usefulness.
Award 2 – 3 marks for a detailed answer of the usefulness of the equipment. Reasons given must be relevant in it’s usefulness to each piece of equipment chosen.
Award 4 marks for an excellent answer that correctly names and explains the use of the item of large scale equipment. ‘specialist equipment’? ismeant What by the term AC2.1: LO2: Unit 1: Understand how the hospitality and catering provisions operate. Hospitality Operations Specialist Equipment 5 mins
D M P other topics we have studied. topics wehave other this and important linksbetween catering and in equipment I can to catering. whicharespecific of examples equipment’and I can is. equipment specialist think what I I cangive a explain define basic description description basic the term‘specialistthe the role of role the specialist identify a selection selection a suggest 16 March2020 16 of CRITERIA Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1: Specialist Equipment SHARE What is meant by the term ‘specialist equipment’?
Specialist equipment refers to equipment used in a catering kitchen for food preparation and during service.
You need to be familiar with the names of hand and powered equipment, their safe use and maintenance. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
Key Learning AC2.1: Specialist Equipment
Question Learning Outcomes CRITERIA Do I understand P how to safely use, To know what specialist equipment is and to be able maintain and to identify equipment by name. clean a range of specialist catering M equipment? To be able to identify specialist equipment and make reasonable reference to its use and maintenance. Do I understand the difference between hand D and powered To be familiar with a broad range of hand and equipment? powered specialist equipment and their purposes. To be able to synthesise this knowledge with previous learning to answer long-answer exam questions. Key Words: Specialist Equipment, Rotisserie, Manufacturer, Food Processor Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020 Challenge area
AC2.1: Specialist Hand Equipment Identify the name of 5 pieces of equipment.
Give the name of 5 – 7 items and comment on the purpose or use of the piece of equipment.
Correctly name all items, state their purpose, and speculate on the safe maintenance and
SHARE cleaning of each piece of equipment. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020 Challenge area
AC2.1: Specialist Hand Equipment Identify the name of 5 pieces of equipment.
Balloon whisk Whisking and Give the name of 5 – 7 whipping items and comment on the purpose or use of e.g. eggs, cream the piece of equipment.
Correctly name all items, state their purpose, and speculate on the safe maintenance and
SHARE cleaning of each piece of equipment. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020 Challenge area
AC2.1: Specialist Hand Equipment Identify the name of 5 Palette knife pieces of equipment. Scraping, mixing, turning Give the name of 5 – 7 items and comment on the purpose or use of the piece of equipment.
Correctly name all items, state their purpose, and speculate on the safe maintenance and
SHARE cleaning of each piece of equipment. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020 Challenge area
AC2.1: Specialist Hand Equipment Identify the name of 5 pieces of equipment.
Vegetable peeler Give the name of 5 – 7 Peeling the skin off items and comment on vegetables and fruit the purpose or use of the piece of equipment.
Correctly name all items, state their purpose, and speculate on the safe maintenance and
SHARE cleaning of each piece of equipment. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020 Challenge area
AC2.1: Specialist Hand Equipment Identify the name of 5 pieces of equipment. Ladle Serving and portioning soup Give the name of 5 – 7 and sauces items and comment on the purpose or use of the piece of equipment.
Correctly name all items, state their purpose, and speculate on the safe maintenance and
SHARE cleaning of each piece of equipment. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020 Challenge area
AC2.1: Specialist Hand Equipment Identify the name of 5 pieces of equipment.
Give the name of 5 – 7 Zester items and comment on Remove shreds the purpose or use of of zest (rind) from the piece of citrus fruits equipment.
Correctly name all items, state their purpose, and speculate on the safe maintenance and
SHARE cleaning of each piece of equipment. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020 Challenge area
AC2.1: Specialist Hand Equipment Identify the name of 5 pieces of equipment.
Give the name of 5 – 7 items and comment on the purpose or use of the piece of equipment.
Correctly name all items, state their Fish slice purpose, and speculate Lifting and turning on the safe food while it is maintenance and cleaning of each piece SHARE cooking of equipment. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020 Challenge area
AC2.1: Specialist Hand Equipment Identify the name of 5 pieces of equipment.
Give the name of 5 – 7 items and comment on the purpose or use of the piece of equipment. Spatula Scraping mixtures, Correctly name all folding cakes items, state their purpose, and speculate on the safe maintenance and
SHARE cleaning of each piece of equipment. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020 Challenge area
AC2.1: Specialist Hand Equipment Identify the name of 5 pieces of equipment.
Give the name of 5 – 7 items and comment on the purpose or use of the piece of equipment.
Correctly name all items, state their purpose, and speculate Spiral whisk on the safe For mixing and maintenance and cleaning of each piece SHARE preventing lumps of equipment. in sauces Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020 Challenge area
AC2.1: Specialist Hand Equipment Identify the name of 5 pieces of equipment.
Give the name of 5 – 7 items and comment on the purpose or use of the piece of equipment.
Correctly name all items, state their purpose, and speculate Spiral whisk on the safe For mixing and maintenance and cleaning of each piece SHARE preventing lumps of equipment. in sauces Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020 Challenge area
AC2.1: Specialist Hand Equipment Identify the name of 5 pieces of equipment.
Give the name of 5 – 7 items and comment on the purpose or use of the piece of equipment.
Correctly name all items, state their Measuringpurpose, spoonsand speculate For measuringon the small safe quantitiesmaintenance of and
SHARE ingredientscleaning of each piece of equipment. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1: Hand Equipment: Knives CONNECT Develop a set of rules for ‘hand equipment’ for its safe use, care and cleaning. Extension: How many points about use and cleaning can you remember from knife safety? Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1: Hand Equipment: Knives SHARE Care, Safe Use and Cleaning
• If equipment has a blade always take care when using and cleaning: keep fingers away from sharp edges.
• Clean items as soon after use as possible. If food dries on they will be harder to clean effectively.
• Choose correct cleaning utensils which can reach all parts of the equipment – such as a brush for between the wires in a whisk. Extension: • Store small utensils in a drawer or on hooks so How many points they are not lost easily. about use and • All equipment should be cleaned in hot water cleaning can you using detergent. remember from knife safety? Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1: Hand Equipment: Knives REVIEW Name the piece of equipment used to whisk eggs and cream by hand?
Give two important points about cleaning and maintaining hand equipment.
Identify two possible risks when using a grill and what steps can be taken to reduce these risks.
Why must powered equipment be serviced by an electrician regularly?
You are starting as a chef in a small kitchen. There are only three plugs for small powered pieces of equipment. Which three do you select and why? For defrosting, Mincing reheating and machine cooking
Match Match Up Food A jug for boiling processor water
For mincing meat Blender
Equipment: Equipment: A jug with a rotating blade for Microwave blending foods to
smooth texture Powered For chopping, mixing and blending
Kettle food AC2.1: AC2.1: For deep-fat Floor-standing mixer frying food in
very hot oil. Match Match Up
For cooking large joints Deep-fat fryer and whole animals, such
as chickens. Equipment: Equipment:
Powered For kneading, mixing or Rotisserie whisking large quantities
of dough, cake or cream. AC2.1: AC2.1: Name______Name______Use:______
Use:______Identify
Name______Name______Use:______Use:______
Name______Name______
Equipment: Equipment: Use:______Use:______
Name______
Hand Name______Use:______Use:______
Name______AC2.1: AC2.1: Use:______Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1: Unusual Equipment CONNECT What do you think the following pieces of equipment are used for?
1 Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1: Unusual Equipment CONNECT What do you think the following pieces of equipment are used for? 2 Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1: Unusual Equipment CONNECT What do you think the following pieces of equipment are used for? 3 Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1: Unusual Equipment CONNECT What do you think the following pieces of equipment are used for? 4 Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1: Unusual Equipment CONNECT What do you think the following pieces of equipment are used for?
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AC2.1: Unusual Equipment CONNECT What do you think the following pieces of equipment are used for?
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AC2.1: Unusual Equipment CONNECT What do you think the following pieces of equipment are used for? 7 Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1: Unusual Equipment CONNECT What do you think the following pieces of equipment are used for?
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AC2.1: Unusual Equipment CONNECT What do you think the following pieces of equipment are used for? 9 Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1: Unusual Equipment CONNECT What do you think the following pieces of equipment are used for?
10 Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1: Unusual Equipment CONNECT Answers:
1. Zester to make 2. Onion guide 3. Finger guard 4. Cutter for making 5. Measuring spoon strands of peel for for cutting crinkle cut chips decoration
6. Lemon juicer 7. Apple corer 8. Smidgen, dash and 9. Pineapple 10. Meat hammer and slicer pinch measure cutter and slicer to tenderise meat such as steak and chops Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1: Unusual Equipment CONNECT
How many could you identify?
Do you think they are a good idea?
Are these pieces of equipment necessary? Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1/2.2: Stock Control EPOS Systems Easy to use DEMO Efficient Can be backed up
How does the EPOS system work and what are the benefits?
Fast No paper Data can be used for other operations Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1/2.2: Stock Control EPOS Systems DEMO
The EPOS system is a computerised piece of technology that records data. In the hospitality industry it is used when customers purchase services or food. It can be set up to record bookings, therefore preventing double bookings as well as updating food stock levels as menu items are purchased.
It can be used for – • Recording sales • Updating stock levels • Providing accurate pricing information • Enable fast and efficient customer service • Keeping track of sales and taxes Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1/2.2: Stock Control EPOS Systems DEMO
WHAT ARE THE BENEFITS OF USING AN EPOS SYSTEM? There are a number of long-term benefits to using the system:
• It ensures accurate pricing • Faster transactions • Reduces human error • Prices can be changed easily for special offers • Provides accurate sales reporting • Enables constantly updated inventory for accounting, marketing and sales Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1/2.2: Stock Control SHARE
When ordering stock it is important to understand exactly what is required by the kitchen. Chefs must clearly understand how to order meat, fish, vegetables and dry goods.
Principles of Purchasing A menu dictates a hospitality establishment’s needs. Based on this, the buyer searches for a supplier that can meet these needs. The right product must be obtained to meet the need and give the right quality desired by the establishment. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1/2.2: Stock Control SHARE Other factors that may affect what the establishment needs to buy include: • type and image of the establishment • style of service • occasion for which the item is needed • amount of storage available (dry, refrigerated or frozen) • budget available • availability, seasonality, price trends and supply • the skill of the employees, catering assistants and chefs. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1/2.2: Stock Control Three types of need SHARE
1 Perishable: fresh fruit and 2 Staple: supplies that are 3 Daily use needs: daily use vegetables, dairy products, meat canned, bottled, dehydrated items are delivered frequently; and fish; perishables should be or frozen; these items can stocks are kept up to the desired purchased to meet menu needs often be easily stored and level and supply is automatic; for a short period only. have a longer shelf life. supplies may arrive daily, several times a week, weekly or less often; most items are perishable, therefore supplies must not be excessive but only sufficient to get through to the next delivery otherwise stock may be wasted. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1/2.2: Stock Control How much? SHARE To decide the quantity of stock needed the chef needs to inform the buyer of how much stock has been used in a given period. Factors to consider are: • number of people to be served • the sales history • portion sizes up by the chef and management teams).
What to check for? • colour • bruising • texture • irregular shape • size • maturity • absence of defects. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1/2.2: FIFO First in First Out SHARE Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1/2.2: FIFO First in First Out SHARE
First In, First Out (FIFO) is a system for Follow Use-by Dates storing and rotating food. In FIFO, the food First In, First Out organizes food that has been in storage longest (“first in”) by expiration or use-by date. For the system should be the next food used (“first out”). to work, all food in refrigerators, freezers, This method helps restaurants and and dry storage must be marked with a use- homes keep their food storage organized and by date. If food doesn’t have a use-by or use food before it goes bad. First In, First expiration date, workers should mark the Out is an effective system that should food package with the date received and be standard operating procedure for every use that date as a storage reference. food service establishment. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1/2.2: FIFO First in First Out
Store the Same Food Together Arrange Older Food in Front Under FIFO, food is organized to keep the Storing food by category isn’t enough on its same kinds of foods together. For example, own. Food in storage should be arranged packages of the same food should be stored in oldest to newest according to use-by dates. one area so they are all kept together. This Newer foods should be put at the back of organization makes finding foods easier and the shelf behind older foods, leaving the cuts down on the time it takes to stock items. oldest food in the most accessible place near the front of the shelf. This system makes it easy for food workers to find the oldest food and use it first when that ingredient is needed. FIFO organization saves food workers the time they would have spent searching for an item or comparing expiration dates. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1/2.2: FIFO First in First Out
How can applying FIFO prevent food induced ill health and food poisoning? Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1/2.2: Record Keeping SHARE It is very important to keep accurate, appropriate records. The types of records used are: • Stock control sheets • Invoices • Staff Rotas • HACCP • Food and drink orders • Restaurant bookings • Accident forms Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1/2.2: Documentation Temperature control charts SHARE Reading temperature of refrigerators, freezers and store cupboards
Hygiene information Hazard Analysis Critical Control Points (HACCP)
Time sheets Staff shifts, rotas A senior staff member such as the head chef or kitchen manager is responsible for carrying out Accident forms administrative tasks that ensure the efficient It is the law to report all accidents that working of all equipment and machinery. occur on the premises
Other documentation such as HACCP checks Equipment faults and accident records are kept up to date to Any equipment not working properly must comply with legislation. be recorded and reported to the appropriate person. Where equipment is Staff rotas are also kept on file, why do you under warranty it must be reported to the think this is necessary? manufacturer for repair. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1/2.2: Record Keeping SHARE Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1/2.2: Record Keeping SHARE As a manager of a small restaurant you have recently acquired a computer. Explain how this computer could be used to assist the running of the restaurant. (6marks)
Reservation systems Management system Electronic point of sale (EPOS) Stock control system Food and beverage management systems Events management Dietary analysis programs Employee database Record Keeping Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1/2.2: Record Keeping SHARE MINI PLENARY
1. How can customers leave feedback?
2. How should hospitality establishments use feedback forms?
3. How can feedback forms have an impact on the success of an establishment?
4. Discuss how keeping records of waste and profit is essential to being successful in the hospitality industry.
5. What type of records/admin do front of staff need to keep? Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1: Order Flow Loop
Order Efficiency All the processes in the ‘order flow loop’ are labour intensive and prone to mistakes, as information is channeled from one person to another. It is also inefficient, as the staff is expected to multi-task in an environment where various requests and demands for attention comes in non-stop.
This stop-start-serve routine increases the turnaround time and results in conflicted priorities.
SHARE Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1: Order Flow Loop
Order Efficiency Smart Technology has streamlined some of the stages in the order loop.
For example, being able to communicate the order to the kitchen via tablet allows the waiter to remain in the dining area to tend to guests.
Being able to produce the bill immediately via iPad or tablet also limits the time guests are waiting at the table and speeds up turnover time, meaning more covers can be made.
SHARE Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1: Dress Code SHARE Front of House
Housekeeping Staff Housekeeping staff should be equally as smart as they have a guest facing role. As they are the only staff that have access to guest rooms, guests should feel they have a high level of personal hygiene and presentation. Their uniform Front of House Staff should also be practical and Should be smart and presentable. They are the first not restrictive as they have a point of contact for the customer. Desk staff should physical job. wear a suit and name badge with title to inform the customer of their responsibilities. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1: Dress Code SHARE Kitchen
The Chef Chefs wear white to signify cleanliness, it also reflects the heat better than darker colours. White can also be bleached to maintain hygiene, darker colours cannot be bleached as the colour would fade.
As kitchens are hot work areas they wear baggy pants to remain cool. The chef’s hat, known as a toque, is not a mandatory part of their uniform but dates back to the 16th Century.
Lightweight cotton or mixed synthetics are used, sometimes with a Teflon coating, to resist stains and protect from burns. Tight fitting pants, would be very dangerous in the case of a hot oil spill, as the fabric would hold the heat right against the skin. Loose fitting trousers help keep the hot oil from contacting the skin. At the same time, an overly baggy style is sometimes worn by chefs in the U.S. and this can present its own safety hazard. If the material is too loose, it might catch on kitchen equipment, or even catch on fire. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1: Dress Code SHARE Waiters
Wait Staff Another customer facing role, the wait staff directly speak to customers; taking orders and dealing with any issues. As they also present food to the customer it is essential customers feel they have high standards of personal hygiene.
Wait staff should be presentable and represent the establishment accurately, regardless of the type of establishment. For example, fast food servers priority is to serve food quickly and efficiently, whilst waiters in a deluxe hotel would not want guests to feel rushed. Either way staff are expected to present a clean and friendly outward look and speak to customers in a polite and welcoming manner. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1/3.2/3.3: Safety and Security in Hospitality Establishments SHARE Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1/3.2/3.3: Safety and Security in Hospitality Establishments CONNECT Explain how each of the items below can make guests feel safe in your establishment:
How does this law apply to staff? Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1/3.2/3.3: Safety and Security in Hospitality Establishments SHARE The Data Protection Act The Data Protection Act controls how your personal information is used by organisations, businesses or the government.
Everyone responsible for using data has to follow strict There is stronger legal rules called ‘data protection principles’. protection for more sensitive They must make sure the information is: information, such as: • used fairly and lawfully • ethnic background • used for limited, specifically stated purposes • political opinions • used in a way that is adequate, relevant and not excessive • religious beliefs • accurate • health • kept for no longer than is absolutely necessary • sexual health • handled according to people’s data protection rights • criminal records • kept safe and secure • not transferred outside the European Economic Area without adequate protection Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1/3.2/3.3: Safety and Security in Hospitality Establishments SHARE Guests
Feeling safe is one of the basic human needs and must be met for guests to feel happy. Guests expect rooms to have safes and locks on accommodation doors to be adequate to prevent unwanted visitors. Often rooms have double locking systems (a chain or bolt). Guests often feel reassured if an establishment has visible CCTV and on duty security workers. Some guests can be put off by a strong security presence, as this may imply the establishment has issues, however, most people would prefer too much security than too little! Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1/3.2/3.3: Safety and Security in Hospitality Establishments SHARE Staff
Staff have just as much right to feel secure and safe at work. Changing areas with lockers should be provided for staff to lock away valuables while on shift. Employers have the right to search bags if they suspect theft. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1/3.2/3.3: Safety and Security in Hospitality Establishments DEMO Can you identify the risks?
Theft: the taking of property belonging to the customer, employee of employer; this includes food, drink and equipment. Burglary: theft with trespass. Robbery: theft with assault, e.g. of banking cash or collection cash. Fraud: e.g. making false claims for damage, using counterfeit money or stolen credit cards.
Which member of the hospitality team must be trustworthy and why? Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1/3.2/3.3: Safety and Security in Hospitality Establishments SHARE Can you identify the risks?
Assault: e.g. fights between customers, assaults on staff banking cash. Vandalism: malicious damage to property by intruders, customers or employees. Arson: setting fire to property. Undesirables: e.g. drug dealers, prostitutes. Terrorism: bombs and also bomb threats. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1/3.2/3.3: Safety and Security in Hospitality Establishments DEMO How can you reduce the risks?
Reduce cash handling by staff, have specific staff take responsibility for money.
Train staff to identify suspicious packages and individuals.
Use security passes; ask visitors to sign in.
Restrict workmen or outside agencies to certain areas.
Security mark all equipment.
Use strict stock control procedures, have a checking system in place.
Keep all areas well-lit.
Use CCTV cameras.
Check guest identification on check-in with photo I.D. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1/3.2/3.3: Safety and Security in Hospitality Establishments DEMO How/when do you report an incident? Take a note of any incident that you feel is not right. Include: Type of incident, what happened Date, time, place, duration Who was involved, descriptions Whether anyone was hurt or any property damaged Whether police or an ambulance were called. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.1/3.2/3.3: Safety and Security in Hospitality Establishments DEMO What systems would you have in place?
Have a clear security policy that staff are aware of. Provide security staff, in-house or on contract. Develop procedures for security risk assessment and dealing with breaches. Understand the legal implications, e.g. vicarious liability for false arrest or imprisonment. Try to keep a balance between security and safety. Hold regular team meetings to discuss any issues with staff, especially following any events or instances. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.3: Meeting customer requirements CRITERIA You must know: You must know: Customer Requirements • Leisure • Customer needs • Business/corporate • Customer expectations • Local residents • Customer trends • Equality • Customer rights Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.3: Meeting customer requirements CRITERIA Leisure
TASK: How do these facilities meet the Spa Facilities Leisure Facilities Fine Dining Transport Links customer’s needs. What other facilities/services might they need/expect?
Sightseeing Fitness Facilities Rest/Relaxation Airport Links Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.3: Meeting customer requirements CRITERIA Business/Corporate
TASK: How do these facilities meet the Accommodation ICT Facilities Conference Facilities Dry Cleaning customer’s needs. What other facilities/services might they need/expect?
Fitness Facilities Leisure Facilities Airport Links Transport Links Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC2.3: Meeting customer requirements CRITERIA Local Residents
TASK: How do these facilities meet the Spa Facilities Leisure Facilities Fine Dining customer’s needs.Fitness Facilities What other facilities/services might they need/expect?
Jobs Jobs Wedding Venue Jobs Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC1.4/2.3: Customer Needs DEMO Can you guess what each service icon means? Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC1.4/2.3: Customer Needs SHARE Can you guess what each service icon means?
Free Concierge Wheelchair Internet Room parking service access service
Gift Hotel near Air-Con Indoor Secure shop train station pool storage in room
Hotel has Cots Hearing restaurant available loop Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC1.4/2.3: Customer Needs DEMO Guest Services: Meeting the needs of the customer The Potter family are travelling to Edinburgh for the first time by train and intend to do a lot of sightseeing and Christmas shopping. Mr Potter is a wheelchair user and has two young children, Zack 7yrs and Anna 12 months. Which of the hotel services offered by The County Hotel in Edinburgh meet the Potter’s family needs?
Free Concierge Wheelchair Internet Room parking service access service
Gift Hotel near Air-Con Indoor Secure shop train station pool storage in room
Hotel has Cots Hearing restaurant available loop Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020 AC1.4/2.3: Customer Needs/Expectations People’s needs don’t stay the same. Needs change RECALL depending on situations or occasions people find themselves in.
TASK: For each scenario, identify the services/needs each customer type may have. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020 AC1.4/2.3: Customer Needs/Expectations RECALL Overnight accommodation Convenient check-in/out times Lone Business Commuter
Free Wi-Fi Receipts for meal purchases
Near a service station or transport links, e.g. airport, train stations Computer access Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020 AC1.4/2.3: Customer Needs/Expectations RECALL Couple’s only resort Spa facilities
Couple on Honeymoon
Restaurant/Bar Excursions on site offered
Concierge/Room Service 24/7 Transfers from airport/station Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020 AC1.4/2.3: Customer Needs/Expectations Permits balloons/ RECALL Set menu, pre-ordered decoration before party Party of 15 (50th Birthday Celebration)
Website/email facility to view and send menu Wheelchair/lift selections. access (older guests)
Plenty wait and kitchen Can offer staff to get all orders Birthday Cake out at same time and candles
EXTENSION: What type of service style would suit this event? Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020 AC1.4/2.3: Customer Needs/Expectations Able to see RECALL Formal table setting stage/presenter and decoration easily
Award night dinner for 7 elderly guests
Wheelchair/lift Welcome access (older drink/canapés guests)
Plenty wait and kitchen Table staff to get all orders plan/name out at same time cards EXTENSION: What type of menu and service style would suit this event? Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020
AC1.4/2.3: Customer Needs/Expectations Friendly and welcoming staff, traveling with children RECALL Easy check-in/out, can be stressful maybe using an app Family of 5 flying abroad
Baby change Stringent facilities in the security airport and on the flight
Onboard entertainment Seating areas (particularly for kids) to rest
EXTENSION: What type of meal service will be offered on their flight? Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020 AC1.4/2.3: Customer Expectations/Influences RECALL 34% of travelers want their 92% accommodation 60% of consumers trust word of to offer mobile of guests are more likely to book a mouth recommendations check in. hotel that offers smart phone check made by friends and family in and room entry. when it comes to hospitality.
80% of travelers own a smart 75% phone and use this method of Millennials post on social 52% to book and organize trips. media while travelling, Room service orders counting likes, shares and of Facebook users said their increased 18% last year when retweets and at the same friend’s photos inspired made via smart phone. time influencing their peers. travel plans. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020 AC1.4/2.3: Customer Trends: SHARE Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020 AC1.4/2.3: Customer Trends: Eating Habits RECALL Healthy Eating Change For Life January 3rd 2009 The change for Life campaign began in 2009, urging the UK to eat healthier, move more and live longer. The campaign, ran by the NHS, publishes guides on healthy eating, food swaps and exercise ideas. The increased awareness of the impact food has on our health has seen a greater demand for healthier options on menus, especially when eating out.
As many consumers avoid eating out when ‘dieting’ perceiving restaurants and fast food establishments as ‘treat food’, to encourage this target market into restaurants the industry has responded with lower calorie/fat/sugar options. A good example is Wetherspoon’s ‘under 500 calories’ section of their menu. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020 AC1.4/2.3: Customer Trends: Menu Trends RECALL These change all the time, as often as the weather or season changes so do what people choose to eat. Menu trends are different by region too. Researching trends is big business in its own right.
http://thefoodpeople.co.uk/menu-trends/infographics Here are some examples, but discuss others as a class:
• What trends have you noticed with menu items from other countries?
• What fruit or vegetables are fashionable?
• What meat or fish dishes are popular on menus?
• Are self-contained foods (wraps and calzones) still on menus?
• What side orders or accompaniments are common?
• What sauces are popular?
• How are foods being served?
• What other trends have you noticed? Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020 AC1.4/2.3: Accessibility and the Customer RECALL Equality Act 2010 If you provide any sort of accommodation, serviced or self-catering, the Equality Act 2010 applies to you. • The Act protects anyone who is disabled, is thought to be disabled or is associated with someone who is disabled. • The Act gives these people rights of access to goods, facilities and services Watch the video: Equality in the (including tourist accommodation) and ensures that they are treated no Hospitality Industry less favourably than other customers. • You are also required to make reasonable adjustments to the way you deliver your services and to the physical features of your premises to make it easier for disabled guests to use them. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020 AC1.4/2.3: Consumer Rights RECALL
The law protects your consumer rights Unfortunately some people take advantage of this and when you buy goods or services. often try to sue hospitality providers for causing You can get help if you’re treated ‘holiday sickness’. With the rise in blame culture, unfairly or when things go wrong. this has a negative impact on industry as hotels and restaurants settling out of court costs money, in turn This includes: this could lead to staff redundancies and therefore • credit and store cards economic downturn (remember this from AC1.4)? • faulty goods • counterfeit goods Of course it is the customer’s right to complain if the • poor service service they have received does meet the standards • problems with contracts expected or the establishment is at fault, however, • problems with builders too many ‘dodgy’ claims mean a lot of the genuine • rogue traders ones don’t get resolved. 125 Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020 AC1.4/2.3: Consumer Rights: Hospitality Gone Wrong! Man set on fire by hotel barman READ awarded £3,750 from Thomas Cook A Peterborough holidaymaker has been awarded £3,750 compensation following legal action against Thomas Cook, one of the UK’s largest tour operators. Mr Vinall was staying at the Royal Dragon Resort in Colakli, Turkey when he was badly burned following a fire- breathing stunt that went wrong. Whilst staying at theEXTENSION: hotel, Mr Vinall visited the main pool bar for a drink one evening. As he stood at the bar, one of the barmen attempted1. toHow fire breathe could with this a flammable have liquidbeen he avoided?had in his mouth. The barman was not trained to attempt such an act and it went disastrously wrong. Burning hot liquid was sprayed everywhere covering Mr Vinall’s left arm and causing2. significantWho burns.is at fault? 3. What should the hotel/travel provider do The remainder of Mr Vinall's holiday was effectively ruined as he was unable to use the hotel's water facilities and spent several days visitingnow the to hotel prevent doctor to this have thehappening burns treated again? and re-dressed.
Mr Vinall had collected a number of important pieces of evidence in support of his claim whilst on holiday. He had reported the incident to a Thomas Cook representative, he had taken the details of a witness who was stood next to him when the accident happened and he had also taken photographs of his injuries which showed the extent of the burns following the accident. This evidence was crucial in forcing Thomas Cook to admit liability for the accident and ensure that the case settled for an amount that covered the pain and suffering Mr Vinall had experienced, and the loss of enjoyment he had suffered due to the accident. Unit 1: Hospitality Operations LO2: Understand how the hospitality and catering provisions operate. 16 March 2020 AC1.4/2.3: Consumer Rights: Hospitality Gone Wrong! READ Over £2,000 in Compensation for Tropicana Grand Azure Illness Bug A lady from Kent has won a legal battle with First Choice for traveler's diarrhoea while staying at the Tropicana Grand Azure in Sharm el Sheikh, the popular Egyptian holiday resort. About 3 nights into the holiday booked with First Choice, Ms Earl experienced symptoms which included stomach cramps, diarrhoea and headaches which effectively ended the enjoyable holiday that her and her husband were experiencingEXTENSION:. A number of allegations1. How were couldmade about this the havehotel including been concernsavoided? over various hygiene issues and while no admission of liability was made by First Choice, quite sensibly they made an offer to settle the whole of Ms Earl’s2. claim.Who is at fault? 3. What should the hotel/travel provider do The NHS website makes it clear that traveller’s diarrhoea is usually caused by contaminated food and water. The bugs thatnow cause to the prevent type of illness this experienced happening by Ms Earlagain? include Salmonella, Cryptosporidium, Shigella and Campylobacter, all of which have been linked to hotels in Egypt.
“While I am pleased that Ms Earl was adequately compensated, she should not have experienced the illness in the first place”.