Unit: 1: Hospitality and Tourism Industry
HOSPITALITY MQF LEVEL 1
Learning Outcome: 1. I can understand the importance of health and safety in the hospitality industry.

Personal hygiene: fresh breath, clean teeth, appropriate hand washing, short finger nails, no nail varnish, hint of perfume or aftershave, no jewellery or watches, cuts and burns covered with blue waterproof plaster.


Temperature requirements for hot and cold food.
General safety eg. opening and closing doors, carrying items and equipment, dealing with spillages, maintaining cleanliness of working areas.

Learning Outcome: 2. I can serve customers in the correct manner.

Types and use: square or round table cloth; slip cloth; napkin cloth; waiters’ cloth; glass cloth; tea towel; banquet cloth.


Crockery: side knife; joint knife; fish knife; joint fork; fish fork; salad fork; sweet fork; sweet spoon.


Service styles: plated service; buffet service; self-service.


Lay up a table using table linen: table cloth; slip cloth.
Napkin folding technique: cone; fan;
Different table lay ups: formal; informal.


The sequence of service of a one course meal:
- Greeting and seating
- Present menu from right
- Take beverage order
- Take food order – take menu from the right
- Adjust cover – cutlery change
- Serve main course and accompaniments
- Clearing of main course, used cutlery and side plates
- Present bill
- Departure of guest



Learning Outcome: 3. I can be conversant with different types of beverages.

Glasses: pint or half pint beer glass; flute glass; Paris goblet; water glass; slim jim; brandy balloon; martini glass.


Non-alcoholic drinks: soft-drinks, water, juices, squashes, mocktails eg. After Eight, Passion, Sunset;
Garnishes used eg. lemon, orange, ice, cherries.


Types of tea: black; earl grey; white; green.
Styles of coffee: espresso; espresso lungo; cappuccino; café latte; macchiato; iced coffee.


Mocktails - After Eight; Passion; Sunset.

Learning Outcome: 4. I can understand the front office department.

Pre-arrival; arrival; occupancy; departure.


Roles: Receptionist; Concierge; Guest relations.


Types of rooms: single; twin; double; family.


Dealing with complaints: listen carefully; put yourself in the place of the customer; ask questions in a concerned manner; apologise without blaming.

Learning Outcome: 5. I can understand the roles of the housekeeping department and areas of responsibility.

Areas of responsibility:
- All hotel public areas: eg. entrance and lobby areas, cloak rooms, meeting rooms and ballrooms, offices and administration, public washrooms, bars and restaurants, halls, lifts, elevators, staircases, corridors.
- Guest Bedrooms
- Back of House areas


Roles within the housekeeping department:
Management: executive housekeeper.
Floor: floor supervisor; room attendants; gardener/florist.
Public Area: public area attendants/houseman;
Laundry.
