UHC73M Drinks service

Transcription

1 UHC73M Drinks service Unit reference number: K/615/0911 Level: 2 Guided Learning (GL) hours: 50 Overview The aim of this unit is to develop learners knowledge, understanding and practical skills in preparing and serving Barista drinks and cold drinks. Learners will investigate different types of Barista drinks and cold drinks and the equipment required to prepare the drinks for service. Learners will develop their practical skills and focus on the production of and service of Barista drinks and cold drinks. Learners will review their own performance and know how to correct errors and improve service provision. Learning outcomes On completion of this unit, learners will: LO1 Know the equipment used for Barista drinks and cold drinks LO2 Know the characteristics and range of Barista drinks and cold drinks LO3 Know how to prepare and serve Barista drinks and cold drinks LO4 Know how to take payments for Barista drinks and cold drinks LO5 Be able to prepare and serve Barista drinks and cold drinks Version 5 1

2 Assessment requirements Learners must complete all four assessment requirements related to this unit: 1. Portfolio 2. Graded practical assessment 3. External examination 4. Graded synoptic assessment 1. Portfolio Learners must produce a portfolio. At a minimum the portfolio must contain evidence that the learners have: Checked and cleaned a minimum of 8 pieces of equipment before and after service - Grinder - Espresso machine - Milk Steamer wand - Knockout box - Tea pots - Jugs and dishes - Glasses - Measures - Trays - Bottles - Openers - Chillers - Bar mats - Knives - Plates - Wine coolers - Ice buckets Prepared and served a minimum of 3 types of Barista drinks and 3 cold drinks - Tea - Espresso - Cappuccino - Latte - Americano - Mocha - Wines - Beers, Ales and Perrys - Spirits - Fruit juices - Sodas - Water - Cordials 2

3 Used a minimum of 5 accompaniments and garnishes when making Barista drinks and cold drinks - Milk - Sugar - Biscuits - Lemon - Ice - Slice of citrus fruit - Olives - Cherries - Straws Taken a minimum of 1 different type of payment - Cash - Credit and debit card - Contactless payment - Payment apps The portfolio must be completed prior to learners undertaking the graded practical skills test. Whilst the portfolio will not be graded, they may be sampled by the VTCT External Quality Assurer (EQA). Evidence from the graded practical assessment must also be presented in the portfolio. 2. Graded practical assessment Learners must carry out a complete practical assessment which will be observed, marked and graded by centre assessors. The grade achieved in the graded practical assessment will be the grade awarded for the unit. The graded practical assessment must take place in a real or realistic working environment. At a minimum the graded practical assessment for this unit must cover: Preparation of equipment and work area ready for delivery of a Barista drinks and cold drinks service Delivery of a Barista drinks and cold drinks service, including taking payments during the service session Closure of the work area following a Barista drinks and cold drinks service Recorded professional discussion can also be used as an assessment method attached to the graded practical assessment and is particularly useful for gathering evidence for criteria related to evaluation and reflection. Professional discussions should be planned and recorded. 3

4 3. External examination Whilst the theory content of LO1, LO2, LO3 and LO4 may be naturally assessed in the graded practical assessment, they will be tested by an external examination towards the end of the period of learning. External examinations will test knowledge and understanding from across the whole vocational area (mandatory units). Learners should use the unit content section of this unit to aid revision since exam questions will test the full breadth of this section. External examinations will be set and marked by VTCT and will contribute to the overall qualification grade. 4. Graded synoptic assessment In the last term or final third of their qualification, learners will be required to undertake a graded synoptic assessment. This will require learners to carry out a range of practical skills from across the whole vocational area (all mandatory units). Assessment coverage will vary year on year, although all services will be covered over time. VTCT will set a brief for centres which will detail the food and beverage service situation to be used in the graded synoptic assessment. Grading descriptors for the synoptic assessment will also be provided by VTCT. The graded synoptic assessment will be marked and graded by centre staff and externally verified by VTCT. The graded synoptic assessment will contribute to the overall qualification grade. 4

5 Unit content LO1 Know the equipment used for Barista drinks and cold drinks Learners must know types of Barista drinks and cold drinks: Coffees - Espresso small cup of strong flavoured coffee - Cappuccino strong coffee served with hot, foamy milk - Americano strong coffee with added hot water - Mocha coffee flavoured with chocolate - Latte strong coffee with steamed hot milk Teas - English breakfast strong black tea - Earl Grey black tea flavoured with bergamot - Darjeeling black tea that has a slightly astringent flavour and a floral aroma - Lapsang Souchong green tea with a smoky flavour - Green tea is unfermented camellia sinensis with a slightly bitter taste - Herbal and fruit teas e.g. rooibos, camomile, peppermint, apple and elderflower, mixed berries Cold drinks - Wines White, red, rose, sparkling - Beers, Ales, Cider and Perry (pear cider) - Spirits Gin, vodka, rum, brandy, tequila, whiskey, whisky - Mixers Tonic water, ginger ale, soda water, lemonade - Fruit juices Orange, apple, cranberry, mixed juices - Sodas Cola, lemonade, orange, diet and low calorie soda - Water Still mineral, sparkling mineral, tap water - Cordials Blackcurrant, orange, lemon Learners must know the range of equipment for Barista drinks: Espresso machines Grinder to make ground coffee from coffee beans Tamper used to compress coffee grounds to make espresso coffee Milk steamer used to heat milk to between 65 C - 70 C (149/158 F) to use with coffee and chocolate drinks Knockout box used to collect used coffee grounds so they can be disposed of correctly Gas charged whipped cream dispensers used to create whipped cream to use on top drinks Thermometers used to ensure milk reaches the required temperature when making drinks 5

6 Learners must know the range of equipment for cold drinks: Glasses Measures Trays Refrigerator Menus Bottles Waiter s friend Chillers Bar mats Knives Plates Stirrers Ice buckets Wine coolers Learners must know the drinking vessels and ancillaries for Barista drinks: Cups and saucers Mugs Coffee glasses Takeaway containers Spoons Jugs Stirrers Tea pots Coffee pots Learners must know the drinking vessels for cold drinks: Pint glasses Half pint glasses Slim Jims Wine glasses - Red wine glasses have a larger bowl and white wine glasses have a smaller bowl Champagne flutes Tumblers Learners must know the tasks to be completed before service: All equipment is available, clean and in ample supply Grinder has fresh beans Espresso machine is heated for service Filter machine has papers Water boiler is heated Milk steamer wand is clean Tea pots are clean and not chipped or damaged Crockery is available and clean 6

7 Glasses are clean Any breakages and damage to equipment and drinking vessels are reported and cleared away Stock is full and any items missing or low on stock to be reported All areas are clean and ready for service Learners must know the tasks to be completed after service: Remove coffee beans from grinder Backflush and switch off espresso machine Remove and clean coffee filter Wipe down milk steamer Empty knockout box Restock area Ensure work area and customer area is clean and presentable Remove any broken or damaged items and report to supervisor Bin with lid to be present in the working area Empty bins and recycle in line with organisation requirements Learners must know the brewing process relevant to equipment: Espresso machine and grinder will be used for espresso, Americano, latte, cappuccino and mocha Milk steamer for latte, cappuccino and mocha Water boiler for tea and herbal teas Learners must know the common faults with equipment: Electrical faults with equipment e.g. machines not turning on Machinery not working correctly ice machine not producing ice Water supply not working Blocked drainage caused by the build-up of waste Espresso machine needs calibration Liquid leaking from the machine Learners must know how to rectify common faults with equipment: Inform supervisor Recalibration of machinery Call maintenance to repair faults Learners must know the importance of leaving areas clean, tidy and safe: Comply with current legislation for health, safety and hygiene Ensure customer satisfaction as customers expect to see a clean, tidy and safe work space to reflect organisations image and reputation Professional practice, so colleagues on the next shift have a clean working space; professional pride in keeping space clean and clear 7

8 LO2 Know the characteristics and range of Barista drinks and cold drinks Learners must know the products and ingredients used to produce Barista drinks: Coffee e.g. beans, decaffeinated beans, ground, syrup Tea e.g. leaf tea, teabags, instant tea, iced Milk e.g. semi skimmed, skimmed, full fat, soya milk and other non-dairy milk Syrups e.g. flavoured syrups, e.g. caramel, hazelnut, vanilla Toppings e.g. flavoured sugars, chocolate sprinkles, cocoa powders, marshmallows, cream Learners must know the characteristics of Barista drinks: Coffees - Espresso small cup of strong flavour coffee - Cappuccino strong with hot, foamy milk - Americano strong coffee with water added - Mocha coffee flavoured with chocolate - Latte strong coffee with steamed hot milk Teas - English breakfast strong black tea - Earl Grey black tea flavoured with bergamot - Darjeeling a black tea that has a slight astringent flavour and floral aroma - Lapsang Souchong green, smoky flavour - Green tea is unfermented camellia sinensis with slightly bitter taste - Herbal and fruit teas, e.g. rooibos, camomile, peppermint, apple and elderflower, mixed berries Learners must know the accompaniments for Barista drinks: Biscuits are often served on the side as an accompaniment to a hot drink and served free of charge to the customer; they are an added extra to maintain customer satisfaction Chocolate powder can be put on the top of a cappuccino Sugar can be brown or white, traditionally brown sugar is served with coffee and white sugar served with tea Milk is served hot with coffees, such as lattes or cappuccinos or cold with tea and Americanos Flavoured sugars and syrup are used in coffee to enhance the flavour of the drink Lemon, traditionally served with tea as an alternative to milk Learners must know the characteristics of cold drinks: Wine - Sweetness, this characteristic comes from the sugar sweetness or fruit sweetness - Acidity is usually determined by the ripeness of the grapes used in wine making as grapes ripen the acidity reduces - Bitterness comes from extremely young wines that have not matured 8

9 Beers, Ales, Cider and Perry - Ales are sweet, full-bodied with a fruity taste - Lagers, full or thin body, can be dry with a hop taste, fruity with presence of sugar or rich with a malt and fruit taste - Stouts, rich and full with hints of coffee/chocolate/liquorice/molasses with no apparent hops - Still ciders have a strong body with strong taste of apple - Still perrys have a light and fruity character with a soft floral taste Spirits - Brandy floral, honey/fruit - Gin the main flavour comes from juniper berries - Rum light rums tend to be lighter and drier, and darker rum richer and heavier in flavour with hints of wood/nuts/honey/spice/vanilla/cocoa/orange - Tequila can have a sweet aroma and taste or herbaceous fragrance and flavour - Vodka clear with a clean taste, can also be flavoured with red pepper/ginger/fruit flavours - Whisky can be fresh/fruit/citrus/floral/herbal/grassy/nutty/barley/biscuity/or dried fruit Learners must know the accompaniments for cold drinks: Ice Slice of citrus Olives Cherries Straws Water Learners must know to handle and store products and ingredients for Barista and cold drinks correctly and safely: Food safety and health and safety should be adhered to at all times when handling ingredients and items; this will maintain customer satisfaction, reduce complaints and improve business reputation Stock rotation - First in, first out and use-by and best before dates should be adhered to, to ensure quality of beverages produced Dry ingredients should be stored in a cool dry place and in airtight containers to maintain their quality Ingredients such as milk and cream should be refrigerated at the correct temperature in sealed containers with use by dates Chilled wine 6 8 C Ales and beers in a cellar at C Spirits at room range temperature C Secure all ingredients from pests by ensuring all areas are clean and all items stored correctly 9

10 LO3 Know how to prepare and serve Barista drinks and cold drinks Learners must know how to prepare a range of Barista beverages: Beverages including espresso, cappuccino, latte, mocha, teas Operate equipment correctly, complying with health and safety Check beverages meets quality standards the correct temperature and appearance, e.g. crema on espresso and foam on cappuccino Correct any issues with beverages as necessary if tea is too weak or strong then extra tea to be provided or water to be added Learners must know how to prepare and serve a range of Barista and cold drinks with accompaniments: Prepare service area before service ensuring all checks are completed and all equipment is available Table service where customers are seated and their orders are taken at the table Bar service where customers order and wait for their drink and take it to their table Taking orders correctly, promptly and serving customers in order of arrival Using equipment correctly Pouring drinks correctly pouring a bottled drink slowly with the glass tipped at an angle Keeping up with orders so customers are not kept waiting for longer than necessary Using correct glasses for the drink ordered Complying with health and safety Serving the correct accompaniments Learners must know customer service techniques: Verbal and non-verbal communication appearance, body language, eye contact, facial expressions, language used, voice tone and volume, pace of speech Greet and attend to customers promptly Promote other products bar snacks Giving advice on drinks and ingredients Serve drinks in line with service style Keeping area clean and tidy and working in a safe and hygienic manner Dealing quickly and efficiently with any problems or complaints Learners must know how to correct problems with Barista drinks: Coffee not hot enough calibrate temperature, ensure the cups are warmed Coffee too weak calibrate grinder, selecting cup size on machine, add more coffee to the cafetière Coffee has poor crema calibrate temperature of machine Poor milk texture foaming milk to correct temperature, banging out air bubbles Tea not hot enough warm the tea pot, check water temperature Tea too strong offer the customer hot water to make it weaker Tea too weak add more tea, remake the tea for the customer to meet their requirements 10

11 Learners must know issues when serving cold drinks: Over pouring and under pouring Shortages of types of drinks - Stock control - Stock rotation - How to store drinks in line with organisational procedures Shortage of accompaniment store correctly so as to keep accompaniments fresh Out of date items disposed of correctly Incorrect lay-up of bar area in line with organisational procedures Incorrect menu information legal implications, impact on customer experience Customer special requirements unable to meet customer expectation, negative impact Learners must know problems with cold drinks: Beer and ales can sometimes be too cold/warm, no head, totally flat and out of condition, hazy and has yeast particles or protein floating in the liquid, short measure. Dispose of responsibly and in line with organisational procedures Broken cork in a wine bottle pieces of cork get into the wine and affects the quality, taste and condition of wine. Dispose of responsibly and in line with organisational procedures Corked or other unacceptable wine corked wine taste unpleasant and smells like damp cardboard. Dispose of responsibly and in line with organisational procedures Broken or damaged bottles the content could have become contaminated, have lost its fizz or fermented and be undrinkable. Dispose of responsibly and in line with organisational procedures Spillage needs to be cleaned up immediately as this creates a hazard. Dispose of responsibly and in line with organisational procedures Learners must know to correct problems with serving cold drinks: Ensure full checks of the bar are undertaken before opening Keeping kegs cold and at a constant temperature. Beers are not to be stored close to heat sources as this affects the quality of the beer Broken cork can be removed with string Corked or other unacceptable wine should be returned to supplier Broken bottles should be immediately replaced and disposed of in line with organisational procedures Spillage clear-up spillage with appropriate cleaning materials immediately and apologise to customer Learners must know how to handle and store products and ingredients correctly and safely: Stock rotation, first in first out to use oldest products first Use by/best before dates need to be adhered to, to ensure quality Cool dry place to preserve quality of the coffee Airtight containers for garnishes and stored in refrigerator Secure from pests to prevent cross-contamination Wine stored at 6 C 8 C Ales, beer and draught ciders in a cellar at 10 C 12 C Spirits at room temperature 18 C 20 C Mixers, soda, waters, fruit juices and cordials can be stored at room temperature or in the cellar and then put into a refrigerator ready for service 11

12 LO4 Know how to take payments for Barista drinks and cold drinks Learners must know types of payment: Cash Credit and debit card Contactless payment Payment apps - Apple pay New apps and payment systems Learners must know how to prepare customer bills: Use payment point electronic or manual Ensure sufficient work stationery till roll, bills, stapler, pens Knowledge of prices price lists, menus, pre-programmed till, dockets, VAT receipts Sub-total and total as necessary Check before printing Present the bill to the customer within organisation procedures How to split the bill, using apps or till Before taking payment ask the customer to check the bill to make sure they agree it is correct Follow organisation s procedure for taking payments Learners know how to take payment: Confirm with the customer the bill total Cash payment - Check amount tendered by counting it - Count change back to customer, count into customer s hand - Acknowledge the customer s payment - Secure cash - Be aware if notes need to be checked to ensure they are genuine Credit and debit cards - Enter the bill amount into the card machine - Ask customer to following instructions on card machine with option to enter gratuity - Ask customer to enter pin number be aware of customer s private space when using machine - Ask customer to remove card once payment has been processed - Give customer their receipt - Acknowledge the customer s payment Contactless payment (for payments of 30 and under (correct as at September 2016)) - Enter the bill amount into card machine - Ask the customer to press card against the card reader to make payment - Give customer their receipt, if required - Acknowledge the customer s payment 12

13 Payment apps e.g. Apple pay - Enter the bill amount into card machine or device - Ask customer to press their phone against the reader or device and select payment card - Give customer their receipt, if required - Acknowledge the customer s payment Follow procedures for a declined payment - Ask for another form of payment - Report to supervisor Comply with legislation Follow security procedures Learners must know the importance of following organisational payment procedures: Reduce risk of theft Ensure payments are processed - Correctly - Efficiently Report any errors to supervisor immediately Ensure till balances at the end of the shift so any discrepancies can be investigated Learners must know how to deal with problems when taking payment: Equipment breakdown - Use another card machine or payment method - Report to supervisor - Follow organisational procedure Suspected counterfeit notes - Follow organisational procedures for checking notes - If unsure, refer to supervisor Insufficient notes or change - Seek assistance of supervisor to resolve problem - Follow organisational procedure Queues - Seek assistance from another member of the team to open another till - Ask supervisor for help to reduce queues - Apologise to each customer as they reach the till Customer forgets PIN or card will not swipe - Ask for alternative payment method - Report to supervisor - Follow organisational procedure Customer unable to make payment - Report to supervisor to request assistance - Follow organisational procedure - Be professional 13

14 Incorrect customer bill - Apologise - Investigate the discrepancy - Issue new bill - Seek authorisation from supervisor - Follow organisational procedure Attempted fraud or theft, or a runner - Quickly seek help and support from a team member and your supervisor - Follow organisational procedure 14

15 LO5 Be able to prepare and serve Barista drinks and cold drinks Comply with uniform and personal appearance standards: Wear the correct uniform to comply with health and safety, food safety, Personal Protective Equipment (PPE) regulations The uniform must be clean Hair must be tied back and put under a hat or hair net Beards or facial hair must be covered with a net Clean apron must be used to prevent cross-contamination Nails must be short, clean and unpolished to prevent cross-contamination No jewellery should be worn No strong smelling perfume or body spray, as this will affect the flavour of delicate food items Comply with food safety and food hygiene standards: Learners should make sure drink items are safe to use Make sure nothing is added or removed and ingredients are not treated in a way that makes them harmful Unsafe ingredients must be withdrawn and reported to supervisor Records should be kept on where ingredients were obtained and this information should be shown on demand known as traceability Apply hazard analysis and critical control points (HACCP): To avoid hazards. This keeps food and drink items safe from biological, chemical and physical safety hazards e.g. garnishes for drinks should be kept covered, the bar should be regularly cleaned, all dirty glasses should be cleared quickly and washed, all rubbish should be disposed of appropriately to prevent cross-contamination and hazards. Temperature of storage should be checked to ensure ideal storage conditions are being maintained Hazard Analysis Critical Control Points (HACCP) are an internationally recognised food safety management. The emphasis is on identifying the critical points in a process where food safety problems (or hazards) could arise. Steps can then be put in place to prevent things going wrong. Keeping records is also an important part of HACCP systems Prepare for, and close a service session: Prepare for service - Grinder has fresh beans - Espresso machine is heated for service - Filter machine has papers - Water boiler is heated - Milk steamer wand is clean - Tea pots are clean and not chipped or damaged - Crockery is available and clean - Glasses are clean 15

16 Close down after service - Learners must know the checks to be made after service Remove coffee beans from grinder Backflush and switch off espresso machine Remove and clean coffee filter Wipe down milk steamer Empty knockout box Thorough cleaning of work areas and customer area Empty bins Prepare and serve Barista drinks and cold drinks: Barista drinks and cold drinks - Tea - Coffee - Wine - Beer, ale, cider and perry - Spirits - Mixers - Fruit juices - Sodas - Water - Cordials Use equipment appropriately - Following health and safety procedures Check quality points for drinks - Check drinks meets all the quality points Serve drinks in line with drink requirements - Use the correct vessels - Supply appropriate accompaniments Provide customer service: Positive verbal and non-verbal communication appearance, body language, eye contact, facial expressions, language used, voice tone and volume, pace of speech Giving advice on drinks and ingredients Keeping area clean and tidy and work in a safe and hygienic manner Dealing quickly and efficiently with any problems or complaints Take payment for Barista drinks and cold drinks: Check the bill is for the right customer/table Check amount Present the bill to the customer in line with organisational procedures Ask the customer to check the amount Process the payment Give the customer the receipt/vat receipt Thank the customer 16

17 Identify strengths and areas for improvement: Review performance and level of customer service provided Taste, appearance, flavour combinations, use of accompaniments Appropriate use of skills, techniques and methods 17

18 Assessment criteria Assessment criteria will be applied to the graded practical assessment. In order to pass this unit, learners must at a minimum achieve all pass criteria. The pass criteria relate to the proficient demonstration of skills and knowledge. All criteria within a given grade must be achieved to be awarded that grade. Learning outcome The learner must: Pass The learner can: Merit To achieve a merit grade, in addition to achievement of the pass criteria, the learner can: Distinction To achieve a distinction grade, in addition to achievement of the pass and merit criteria, the learner can: LO5 Be able to prepare and serve Barista drinks and cold drinks P1 Comply with uniform and personal appearance standards P2 Comply with food safety and food hygiene standards P3 Apply hazard analysis and critical control points (HACCP) P4 Prepare for, and close a service session M1 Use the work space effectively M2 Use skills with confidence, speed and accuracy whilst minimising waste M3 Use effective communication and team working skills to meet the needs of the service session D1 Explain improvements that could be made to the service session P5 Prepare and serve Barista drinks and cold drinks P6 Provide customer service P7 Take payment for Barista drinks and cold drinks P8 Identify strengths and areas for improvement 18

19 Assessment guidance Assessors must use the amplified assessment guidance in this section to judge whether assessment criteria have been achieved in the graded practical assessment. P1 Comply with uniform and personal appearance standards Learners must be professionally presented for practical sessions and assessments. They need to wear the correct uniform and PPE. The uniform must be clean. Hair must be tied back and under a hat and hair and/or beard nets must be worn if appropriate. The learner must have: minimum make-up, no jewellery, no strong smelling perfume/body spray, short and clean unpainted nails. P2 Comply with food safety and food hygiene standards Learners must show that they can work within the current food safety regulations throughout the assessment. Their working methods and behaviour must minimise the risk of cross-contamination and follow standard routines and procedures to avoid potentially severe health hazards. P3 Apply hazard analysis and critical control points (HACCP) Learners must follow the HACCP procedures throughout the practical assessment. P4 Prepare for, and close a service session Learners must be able to prepare for, and close after the service session. They should follow all the organisational requirements for preparing for service, for example, they will check the grinder has fresh beans and the espresso machine is heated for service and the water boiler is heated; check the bar area is fully stocked, glasses are clean and accompaniments have been prepared. Check stock has been replaced in line with organisation procedures. They will then close the service session and the closure will meet all the organisational standards, for example, learners will ensure all the bins are clean and emptied and all the equipment is switched off. 19

20 P5 Prepare and serve Barista drinks and cold drinks Learners must show they are able to prepare and serve Barista drinks and cold drinks in line with drink requirements. Learners will prepare and serve a minimum of 3 different Barista drinks and 4 different cold drinks during the service session and they will check the drinks for quality. Learners should work independently when preparing and serving the drinks, for example, they will take the order, prepare the drinks ordered correctly and serve the drink to the customer with the correct accompaniment. Throughout the preparing and serving of all the drinks, learners will show they have considered the customers requirements. Learners will select the correct tools and equipment to prepare the drinks and use the equipment appropriately, for example, when preparing a cappuccino they will steam the milk to between C and then pour the milk above the crema into the centre of the drink and add cocoa powder to decorate the drink. The cappuccino will be served in the correct sized cup for the size of drink ordered. When serving lime cordial and soda the correct glass is selected, ice is added at the customer s request, the lime and the soda is poured and then the drink is stirred to ensure the lime cordial has mixed into the soda. P6 Provide customer service Learners will provide appropriate customer service throughout. They will use appropriate verbal and non-verbal techniques, for example, their appearance will be faultless and comply with organisational standards; they will demonstrate positive body language by standing up straight at all times and not leaning or slouching in front of customers. They will use appropriate language and will not use any slang. Learners will be able to give correct advice on drinks and their ingredients, for example, they will be able to describe a Darjeeling tea as being a black tea with a subtle astringent flavour or describe the different beers to a customer. Learners will keep the service area clean and tidy throughout the service and work in a safe and hygienic manner. If any problems occur, they will deal quickly and efficiently with the problem and ensure the customer is happy with the outcome. P7 Take payments for Barista drinks and cold drinks Learners will prepare the customer s bill and take payment for the drinks provided. They must use the till with confidence and know how to process the method of payment being offered. They must give the correct change, if a cash payment is made. They must be able to correct errors confidently. P8 Identify strengths and areas for improvement Learners must review the drinks service and identify the main strengths and areas for improvement. They will be able to give specific examples of their strengths, this could be the customer service they offered or the quality of a specific drink they made. They will also identify areas where they need to improve which may focus on a general area that they feel needs to be improved or specific skills that they need to work on e.g. when making cappuccino they sometimes make the chocolate dusting too heavy. 20

21 M1 Use the work space effectively Learners must exceptionally organised and carry out tasks confidently and efficiently; maintaining a clean and clear work space. The service should run smoothly because learners are well prepared and work in a calm, systematic and professional way. M2 Use skills with confidence, speed and accuracy whilst minimising waste Learners must show that their skills reach a consistently high standard. Learners must demonstrate skills with efficiency, by working systematically and methodically when preparing and serving Barista drinks and cold drinks whilst also minimising waste throughout the practical assessment. Learners must work at a pace that is representative of a real working environment, completing the tasks within the timescales set. Learners must carry out tasks with precision, for example, if preparing a range of drinks for one group of customers all the drinks will be prepared and served with precision, tea will be correct temperature, a cappuccino will have correct crema, the bottle of sparkling water will be half poured into a glass with ice and a slice of lemon or lime and the pint of beer will have the correct amount of head. All the drinks will be made at the same time so the customers are not kept waiting. M3 Use effective communication and team working skills to meet the needs of the service session Learners must show that they can communicate effectively with others to ensure that they make and service Barista drinks and cold drinks in a timely manner. This may mean working with other team members to make certain that all the drinks needed are finished at the same time and served at the same time. This could also include how they work as part of a team during a busy service and how they work with other team members to quickly and efficiently serve customers in the order they arrive. Learners will need to communicate with customers provide an excellent service. Learners will clearly show they can manage their time and use their skills to make and service drinks. D2 Explain improvements that could be made to the service session Learners are able to discuss their approach to the practical assessment. Learners will show they understand how their performance has impacted on the overall service session including their skills level. They may identify that when the bar became busy they lost track of who was next to be served or that they feel they didn t fully engage with customers whom they could have given more advice to. Learners will identify areas for improvements and explain recommendations to improve the service. This could focus on the customer service provided, presentation of the finished drinks and how well they kept the service area tidy and clean throughout the session. They may offer ways to improve areas that they feel could be improved in general or with specific examples. For example, in general they would like to improve how quickly they use the till to speed up service. 21

22 Resources There are no special resources required for this unit, but suggested sources of research are listed below: Recommended books: Food and Beverage Service for Levels 1 and 2, Hodder Education Group - ISBN Recommended websites: Delivery guidance Teachers are encouraged to use innovative, practical and engaging delivery methods to enhance the learning experience. Learners may benefit from: Meaningful employer engagement so they relate what is being learned to the real world of work and understand commercial competency when serving Barista drinks and cold drinks and how to use tools and equipment when serving drinks Work experience within a drinks service environment so they can practise their skills in a real environment Using interactive information and technology, systems and hardware so they can learn about concepts and theories, research current trends, research product knowledge and produce visual aids Links with other units This unit is closely linked with the following units: UHC51M Food safety and health and safety for food and beverage service Food safety and health and safety are essential to every practical session and assessment; it should be embedded through all working practices. The food safety and health and safety unit should be delivered and applied through the UHC73M Drinks service unit. UHC53M Preparing for and closing after a food and beverage session Preparing the station for service and closing down after a service session is a key part of the working role. The portfolio evidence and the graded assessment for UHC53M Preparing for and closing after a food and beverage session can be combined with the assessment for UHC73M Drinks service unit. The preparing and closing unit can be delivered before, or integrated with delivery of the UHC73M Drinks service unit. UHC56M Controlling costs in food and beverage service Learners need to be aware of the costs involved in food and beverage service and mindful of when and they how they can help to control costs. The controlling costs unit can be delivered before, or integrated with delivery of the UHC73M Drinks service unit. UHC57M Principles of excellent customer service Providing excellent customer service is essential for every hospitality organisation. The principles of customer service needs to be embedded in every practical unit and assessment. The graded practical assessments for UHC73M Drinks service provides the perfect opportunity to assess the learner s ability to put into practice their customer service skills. The customer service unit can be delivered before, or integrated with delivery of the UHC73M Drinks service unit. 22

23 UHC58M Principles of team working Team work is essential within hospitality. A range of teams often need to work together and collaborate to deliver an efficient service. The team working unit can be delivered before, or integrated with delivery of the UHC73M Drinks service unit. UHC74M Food service Serving drinks is often completed simultaneously with serving food; both may be served by the same person. There is an opportunity to combine the portfolio evidence and the graded assessment for UHC74M Food service with the assessment for UHC73M Drinks service. The food service unit can be delivered before, or integrated with delivery of the UHC73M Drinks service unit. Graded synoptic assessment At the end of the qualification of which this unit forms part, there will be a graded synoptic assessment which will assess the learner s ability to identify and use effectively in an integrated way an appropriate selection of skills, techniques, concepts, theories, and knowledge from a number of units from within the qualification. It is therefore necessary and important that units are delivered and assessed together and synoptically to prepare learners suitably for their final graded assessment. 23