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.
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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.
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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.
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Learning Outcome: 2. I can serve customers in the correct manner.
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Types and use: square or round table cloth; slip cloth; napkin cloth; waiters’ cloth; glass cloth; tea towel; banquet cloth.
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Crockery: side knife; joint knife; fish knife; joint fork; fish fork; salad fork; sweet fork; sweet spoon.
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Service styles: plated service; buffet service; self-service.
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Lay up a table using table linen: table cloth; slip cloth.
Napkin folding technique: cone; fan;
Different table lay ups: formal; informal.
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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
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Learning Outcome: 3. I can be conversant with different types of beverages.
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Glasses: pint or half pint beer glass; flute glass; Paris goblet; water glass; slim jim; brandy balloon; martini glass.
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Non-alcoholic drinks: soft-drinks, water, juices, squashes, mocktails eg. After Eight, Passion, Sunset;
Garnishes used eg. lemon, orange, ice, cherries.
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Types of tea: black; earl grey; white; green.
Styles of coffee: espresso; espresso lungo; cappuccino; café latte; macchiato; iced coffee.
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Mocktails - After Eight; Passion; Sunset.
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Learning Outcome: 4. I can understand the front office department.
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Pre-arrival; arrival; occupancy; departure.
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Roles: Receptionist; Concierge; Guest relations.
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Types of rooms: single; twin; double; family.
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Dealing with complaints: listen carefully; put yourself in the place of the customer; ask questions in a concerned manner; apologise without blaming.
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Learning Outcome: 5. I can understand the roles of the housekeeping department and areas of responsibility.
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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
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Roles within the housekeeping department:
Management: executive housekeeper.
Floor: floor supervisor; room attendants; gardener/florist.
Public Area: public area attendants/houseman;
Laundry.
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