Provide gueridon service. D1.HBS.CL5.11 Trainee Manual

Transcription

1 D1.HBS.CL5.11

2

3 D1.HBS.CL5.11

4 Project Base William Angliss Institute of TAFE 555 La Trobe Street Melbourne 3000 Victoria Telephone: (03) Facsimile: (03) Acknowledgements Project Director: Chief Writer: Subject Writer: Project Manage: Editor: DTP/Production: Wayne Crosbie Alan Hickman Nick Hyland Alan Maguire Jim Irwin Daniel Chee, Mai Vu The Association of Southeast Asian Nations (ASEAN) was established on 8 August The Member States of the Association are Brunei Darussalam, Cambodia, Indonesia, Lao PDR, Malaysia, Myanmar, Philippines, Singapore, Thailand and Viet Nam. The ASEAN Secretariat is based in Jakarta, Indonesia. General Information on ASEAN appears online at the ASEAN Website: All text is produced by William Angliss Institute of TAFE for the ASEAN Project on Toolbox Development for Front Office, Food and Beverage Services and Food Production Divisions. This publication is supported by Australian Aid through the ASEAN-Australia Development Cooperation Program Phase II (AADCP II) Copyright: Association of Southeast Asian Nations (ASEAN) 2013 All rights reserved. Disclaimer Every effort has been made to ensure that this publication is free from errors or omissions. However, you should conduct your own enquiries and seek professional advice before relying on any fact, statement or matter contained in this book. ASEAN Secretariat and William Angliss Institute of TAFE are not responsible for any injury, loss or damage as a result of material included or omitted from this course. Information in this module is current at the time of publication. Time of publication is indicated in the date stamp at the bottom of each page. Some images appearing in this resource have been purchased from various stock photography suppliers and other third party copyright owners and as such are non-transferable and non-exclusive. Additional images have been sourced from Flickr and are used under: File name: TM_Provide_gueridon_service_Final

5 Table of Contents Introduction to trainee manual... 1 Unit descriptor... 3 Assessment matrix... 5 Glossary... 7 Element 1: Promote gueridon service to guests Element 2: Prepare gueridon equipment for service Element 3: Prepare and serve menu items Presentation of written work Recommended reading Trainee evaluation sheet... 89

6

7 Introduction to trainee manual Introduction to trainee manual To the Trainee Congratulations on joining this course. This is one part of a toolbox which is a resource provided to trainees, trainers and assessors to help you become competent in various areas of your work. The toolbox consists of three elements: A for you to read and study at home or in class A Trainer Guide with Power Point slides to help your Trainer explain the content of the training material and provide class activities to help with practice An Assessment Manual which provides your Assessor with oral and written questions and other assessment tasks to establish whether or not you have achieved competency. The first thing you may notice is that this training program and the information you find in the seems different to the textbooks you have used previously. This is because the method of instruction and examination is different. The method used is called Competency based training (CBT) and Competency based assessment (CBA). CBT and CBA is the training and assessment system chosen by ASEAN (Association of South- East Asian Nations) to train people to work in the tourism and hospitality industry throughout all the ASEAN member states. What is the CBT and CBA system and why has it been adopted by ASEAN? CBT is a way of training that concentrates on what a worker can do or is required to do at work. The aim is of the training is to enable trainees to perform tasks and duties at a standard expected by employers. CBT seeks to develop the skills, knowledge and attitudes (or recognise the ones the trainee already possesses) to achieve the required competency standard. ASEAN has adopted the CBT/CBA training system as it is able to produce the type of worker that industry is looking for and this therefore increases trainee s chances of obtaining employment. CBA involves collecting evidence and making a judgement of the extent to which a worker can perform his/her duties at the required competency standard. Where a trainee can already demonstrate a degree of competency, either due to prior training or work experience, a process of Recognition of Prior Learning (RPL) is available to trainees to recognise this. Please speak to your trainer about RPL if you think this applies to you. What is a competency standard? Competency standards are descriptions of the skills and knowledge required to perform a task or activity at the level of a required standard. 242 competency standards for the tourism and hospitality industries throughout the ASEAN region have been developed to cover all the knowledge, skills and attitudes required to work in the following occupational areas: Housekeeping Food Production Food and Beverage Service 1

8 Introduction to trainee manual Front Office Travel Agencies Tour Operations. All of these competency standards are available for you to look at. In fact you will find a summary of each one at the beginning of each under the heading Unit Descriptor. The unit descriptor describes the content of the unit you will be studying in the and provides a table of contents which are divided up into Elements and Performance Criteria. An element is a description of one aspect of what has to be achieved in the workplace. The Performance Criteria below each element details the level of performance that needs to be demonstrated to be declared competent. There are other components of the competency standard: Unit Title: statement about what is to be done in the workplace Unit Number: unique number identifying the particular competency Nominal hours: number of classroom or practical hours usually needed to complete the competency. We call them nominal hours because they can vary e.g. sometimes it will take an individual less time to complete a unit of competency because he/she has prior knowledge or work experience in that area. The final heading you will see before you start reading the is the Assessment Matrix. Competency based assessment requires trainees to be assessed in at least 2 3 different ways, one of which must be practical. This section outlines three ways assessment can be carried out and includes work projects, written questions and oral questions. The matrix is designed to show you which performance criteria will be assessed and how they will be assessed. Your trainer and/or assessor may also use other assessment methods including Observation Checklist and Third Party Statement. An observation checklist is a way of recording how you perform at work and a third party statement is a statement by a supervisor or employer about the degree of competence they believe you have achieved. This can be based on observing your workplace performance, inspecting your work or gaining feedback from fellow workers. Your trainer and/or assessor may use other methods to assess you such as: Journals Oral presentations Role plays Log books Group projects Practical demonstrations. Remember your trainer is there to help you succeed and become competent. Please feel free to ask him or her for more explanation of what you have just read and of what is expected from you and best wishes for your future studies and future career in tourism and hospitality. 2

9 Unit descriptor Unit descriptor This unit deals with the skills and knowledge required to in a range of settings within the hotel and travel industries workplace context. Unit Code: D1.HBS.CL5.11 Nominal Hours: 25 Element 1: Promote gueridon service to guests Performance Criteria 1.1 Identify the range of menu items that may be offered via gueridon service 1.2 Describe and promote a range of gueridon menu items to guests and potential guests 1.3 Describe the procedures involved in the provision of gueridon service to guests 1.4 Identify, describe and explain the role of ingredients used in gueridon service of menu items 1.5 Select and use appropriate materials on gueridon trolley to assist in the promotion of gueridon service Element 2: Prepare gueridon equipment for service Performance Criteria 2.1 Clean and maintain gueridon trolleys, equipment and utensils 2.2 Prepare trolleys and service area for service with equipment, utensils and linen 2.3 Select food and non-food items for service to match menu items 2.4 Verify the quality and condition of food and non-food items prior to use 2.5 Position gueridon trolleys for maximum impact on sales potential 3

10 Unit descriptor Element 3: Prepare and serve menu items Performance Criteria 3.1 Prepare and serve a range of food menu items using the gueridon 3.2 Prepare and serve a range of beverage menu items using the gueridon 3.3 Prepare accompaniments to accompany a range of menu items using the gueridon 3.4 Involve and entertain guests as part of the gueridon service experience 3.5 Present finished menu items for service in a professional and attractive manner 3.6 Clear and clean trolleys and other gueridon equipment and utensils on completion of the provision of gueridon service 4

11 Assessment matrix Assessment matrix Showing mapping of Performance Criteria against Work Projects, Written Questions and Oral Questions Work Projects Written Questions Oral Questions Element 1: Promote gueridon service to guests 1.1 Describe and promote a range of gueridon menu items to guests and potential guests 1.2 Describe and promote a range of gueridon menu items to guests and potential guests 1.3 Describe the procedures involved in the provision of gueridon service to guests 1.4 Identify, describe and explain the role of ingredients used in gueridon service of menu items 1.5 Select and use appropriate materials on gueridon trolley to assist in the promotion of gueridon service 1.1 1, , , , ,10 5 Element 2: Prepare gueridon equipment for service 2.1 Clean and maintain gueridon trolleys, equipment and utensils 2.2 Prepare trolleys and service area for service with equipment, utensils and linen 2.3 Select food and non-food items for service to match menu items 2.4 Verify the quality and condition of food and non-food items prior to use 2.5 Position gueridon trolleys for maximum impact on sales potential , , ,

12 Assessment matrix Work Projects Written Questions Oral Questions Element 3: Prepare and serve menu items 3.1 Prepare and serve a range of food menu items using the gueridon 3.2 Prepare and serve a range of beverage menu items using the gueridon 3.3 Prepare accompaniments to accompany a range of menu items using the gueridon 3.4 Involve and entertain guests as part of the gueridon service experience 3.5 Present finished menu items for service in a professional and attractive manner 3.6 Clear and clean trolleys and other gueridon equipment and utensils on completion of the provision of gueridon service , , , , , ,

13 Glossary Glossary Term Accompaniments A la carte Allergy Appetisers Anticipate Body language Broths Canapé Carving Crockery Cuisine Customer Cutlery Dining environment Dressing Filleting Flambé Fuel Explanation Items besides the main ingredient placed on a plate It is the term used for a menu that has individually priced dishes. A la carte means from the card/menu An abnormal reaction of the body to a previously encountered allergen introduced by inhalation, ingestion, injection, or skin contact Appetisers are menu items offered for guests to eat prior to their main course To realise beforehand; foretaste or foresee Nonverbal, usually unconscious, communication through the use of postures, gestures, facial expressions, and the like Thin soup of concentrated meat or fish stock; water that has been boiled with meat, fish, vegetables, or barley A thin piece of bread or toast or a cracker spread or topped with cheese, caviar, anchovies, or other savoury food To cut into slices or pieces, as a roast of meat A term used to identify plates, cups, saucers and bowls normally made from china A style of quality of cooking or cookery A person who purchases goods or services from another; buyer; patron A term used to identify knives, forks, spoons, teaspoons and service utensils made from stainless steel The dining area Used in salads to combine the ingredients, to add flavour and to lubricate To cut or prepare (meat or fish) as a fillet, involving the removal of bones, organs or non-edible parts of an animal A style of cooking which alcohol is added to a hot pan to create a burst of flames A source of heat in which to cook of heat 7

14 Glossary Term Garnish Generic needs Gueridon Hygiene Ingredients Jus Liqueur Mise-en-place Multi-task Opening procedure Pace Portion Poultry Recipe Request Responsibility Sauce Sautéing Tableware Table side service Explanation Refers to the decoration of food by the addition of other items Similar or common needs amongst a collection of people The art of preparing, cooking or serving food on a table near the customer A condition or practice conducive to the preservation of health, as cleanliness Something that enters as an element into a mixture Juices of the roast Liqueurs are spirits that have been flavoured with fruits, herbs, roots and plants, sweetened and sometimes artificially coloured All the necessary preparation tasks The ability to perform different tasks at the same time The tasks, responsibilities or step by step instruction to be performed before the start of service Speed To separate into individual serves Domesticated fowl collectively, especially those valued for their meat and eggs, as chickens, turkeys, ducks, geese, and guinea fowl A set of instructions for making or preparing something, especially a food dish The act of asking for something to be given or done A particular burden of obligation A term used in cookery to describe a wide range of flavoured liquids that are served as part of the meal, or dish Where food is tossed in a small amount of hot fat over high heat to colour the food evenly during cooking Items that are placed on a customer table including cutlery, crockery and glassware Service that takes place near a customer table 8

15 Glossary Term Task Team Verify Work station Explanation A definite piece of work assigned to, falling to, or expected of a person A collection of people working towards a common goal To clarify An area where a person works or where items needed for the completion of tasks are kept or stored 9

16 Glossary 10

17 Element 1: Promote gueridon service to guests Element 1: Promote gueridon service to guests 1.1 Identify the range of menu items that may be offered via gueridon service Introduction In summary gueridon service is the preparation, cooking or partial cooking of menu items in view of the customer. This is commonly prepared on a moveable trolley which can be positioned in front of each respective table. Whilst this summary may suggest that this style of service is easy, in reality there are many variables that need to come together to ensure its success. It is often described as the most complex of cooking methods, as every action is performed: In front of the guest Away from main equipment With limited preparation space In a busy environment By staff who are not professional cooks. Gueridon service is a traditional style of service that is commonly reserved for high end establishments as opposed to high volume commercial operations. It is a style of service that is very visual and popular with customers, as it adds a dimension of entertainment and enhances the dining experience. In today s industry this style of service, in its traditional form, is not widely used in many commercial cookery establishments due to the high level of labour involved in the preparation of dished. That said, different establishments will offer variations to suit operational and customer needs. A large number of food and beverage establishments will either provide a reduced version of this style or operate open kitchen concepts as a replacement for gueridon cooking, as is still enables the customer to see the cooking process, whilst still maintaining high productivity levels. Some restaurants may provide various or selected menu items to be prepared through gueridon service, with other menu items prepared in kitchens in their entirety or to be finished off using gueridon service. Gueridon service does however still demand a place in modern food and beverage operations as is allows the customers to experience some of the magic and skill chefs can provide. 11

18 Element 1: Promote gueridon service to guests This manual will explore the different roles and aspects of gueridon service in today s dining environment and provide practical suggestions and techniques that can be implemented for operational success. Advantages of gueridon service There are many advantages for an organisation to offer an element of gueridon service: Provides a unique point of difference Promotes menu items to surrounding tables and therefore increased sales Involves the customer Provides higher level of entertainment Increases personalised service Increases interaction with the customer Allows customers to experience the cooking process Enables an establishment to charge premium prices Showcases skills of staff. Disadvantages of gueridon service Whilst there are many advantages of gueridon service, it also brings its own unique challenges including: Need for specialist equipment Staff need to be highly skilled Highly labour intensive Increased safety risk as cooking is conducted in the dining environment, close to the customer Reduces space that can be used for more tables and chairs. Range of menu items offered The range of menu items that can be prepared through gueridon service is endless. Each establishment will have selected items that will be offered through gueridon service, either to be prepared by chefs, kitchen staff or front of house staff. The selection of these menu items will be based on: Ingredients involved Complexity of the dish Expertise of the staff preparing the dish Time taken to prepare the dish Level of preparation and/or cooking performed in front of the guest. 12

19 Element 1: Promote gueridon service to guests Following is a list of possible menu items that may be prepared, either entirely or finished using gueridon service. Different procedures used in preparing, cooking and serving menu items will be described later in the manual. Appetisers Appetisers are menu items offered for guests to eat prior to their main course. They may be also known as entrees and may include: Hors d oeuvres Canapés Savouries Antipasto Tapas Finger foods Sandwiches. These may be pre-prepared and/or prepared or finished at the table. Soups A traditional course on many menus, soups provide low food cost items for many premises. Soups may be classic or contemporary, may be served hot or cold and can reflect ethnic flavours from many countries. Options include: Pasta Clear soups Broths Purées Cream soups Bisque a thick, creamy soup based on shellfish. Pasta is a common item that is prepared using gueridon service. Normally the pasta itself is par cooked (partially cooked) in kitchens and then finished off with other ingredients and sauces in front of the customer. It is a popular menu item served using this format as it is relatively quick. In addition risotto or rice items are also prepared in this manner. 13

20 Element 1: Promote gueridon service to guests Salads Healthy eating has seen the popularity of salads increase. Salads may exist as a stand-alone menu item (such as a Warm Chicken Salad ) or as an accompaniment to a main course dish. Salads may be classical or contemporary, varying in ethnic and cultural origins, served either cold, warm or hot, and may contain a variety of cooked and uncooked ingredients. Salads can be served in simple form such as a green salad containing a limited amount of traditional cold items such as lettuce, tomato, cucumber with a simple dressing or may be more intensive including a variety of: Hot or cold meat Raw or cooked vegetables Nuts and seeds Cheeses Hot or cold dressings. By preparing salads and dressings in front of the guest, they are able to decide the amount of each ingredient is added to reflect their preferences. Caesar salad is the most popular salad made in front of the guests. This salad comprises lettuce, cooked egg, bacon, anchovy, parmesan cheese and lemon juice, to name a few items. It is also commonly served with cooked sliced chicken. Salad dressings Most salads normally have a dressing to accompany it. Salads are usually served with a dressing to combine the ingredients, to add flavour and to lubricate. The two main dressings are vinaigrette (French dressing) and mayonnaise, but there are many others. Vinaigrette is a mixture of oil, vinegar, salt and pepper. In many cases these dressings comprising a combination of oils and other ingredients will also be prepared in front of the customer and added to the salad or served in its own dish. Meat and poultry Staple ingredients in many menu items meat, fish and seafood can be the stand-alone ingredient for a dish (such as steak, fillets of fish, or lobster) or they can be ingredients in other menu items such as sauces and wet dishes. Meat includes: Beef Lamb Veal Goat Pork. 14

21 Element 1: Promote gueridon service to guests Poultry includes whole birds or cuts and includes: Chicken Turkey Squab Pheasant Duck Goose. In many cases these food items will be prepared and cooked in the kitchen, using a roasting method, with gueridon service focusing on carving, preparing vegetables and sauces and serving to the customer. Smaller chunks or slices of meat may be cooked in front of the guest using the sautéing method. This method will be explained later in the manual. Fish Fish may be fresh, frozen or preserved and can be obtained from the sea of from freshwater. Fish can include: Flat fish Round fish Fillets Whitefish Oily fish. In many cases, fish may be cooked in kitchens and brought out to the guest whole. The staff member will then filet the fish in front of the customer. Seafood Seafood includes: Shellfish Molluscs Crustaceans Octopus and squid. As most seafood items undergo a quick cooking process, this will be done in front of the customer. In the case where seafood is served cold and/or uncooked, such as oysters, salmon and sushi, they may simply be opened or cut in front of the guest. Vegetables There are many vegetables that may be prepared, cut or cooked in front of the guest. They be prepared as a dish in the own right or to accompany a meat or pasta item in a dish. 15

22 Element 1: Promote gueridon service to guests Common vegetables include: Artichoke Asparagus Beans Beets Bok Choy Broccoli Brussels sprouts Cabbage Carrots Cauliflower Celery Chilli pepper Chives Corn Cucumber Eggplant Garlic Leeks Lettuce Onions Parsnip Peas Peppers Potatoes Pumpkins Radish Shallots Snap peas Spinach Squash Sweet potatoes Tomatoes Turnips Watermelon Winter squash. 16

23 Element 1: Promote gueridon service to guests Sauces, accompaniments and garnishes Sauces, garnishes and accompaniments are additions to the main ingredients of a meal. They can be used to enhance the flavour, colour, aroma and overall presentation of the meal. Sauces Sauce is a term used in cookery to describe a wide range of flavoured liquids that are served as part of the meal, or dish. The addition of a sauce to a dish can be used to transform the overall presentation of a dish by adding flavour, moisture, richness and visual appeal. Sauces come in a variety of different styles and consistencies. They can be thick or thin, rich and creamy, or light and delicate. Depending on the purpose, sauces can be strongly flavoured, hot and spicy, or even sweet to be served with a dessert. Many dishes will have sauces to compliment them. This is particularly true with roasted meat. The juices of the roast are called jus de rôti. They are the classical sauces served with roasts and should be free of impurities and fat, and properly reduced to concentrate the flavours. If the jus de rôti is thickened, it is called jus lié. Accompaniments Accompaniments are complementary additions to the main ingredient of a meal. Accompaniments are typically things like vegetables and side salads but they also include sauces and relishes. Sometimes the accompaniment also comes with a garnish of its own. Common accompaniments may include: Vegetables Fries Steamed or fried rice Salad Salsa. Accompaniments for roasts They include horseradish sauce, mustard, mint sauce or mint jelly, and cranberry sauce. If the roast is fatty, an acidic accompaniment will aid digestion and cleanse the palate. Roast pork, for example, can be served with apple sauce, grilled pineapple, stewed prunes, red currant compote, cranberries or stewed pear compote. 17

24 Element 1: Promote gueridon service to guests Garnishes Garnish refers to the decoration of food by the addition of other items. Garnishes come in a variety of shapes and sizes, depending on the meal being served and the level of service required. Garnishes should be fresh, colourful, edible and should be suited to the meal. Garnishes will also vary to complement each item. Not only does garnish add visual colour and texture, but enhances the flavour of the dish ingredients. Common garnishes may include: Lemon wedges Herbs including parsley, rosemary, dill, basil Carrot twirls Vegetable juliennes Croutons. Specialist cuisine food items Specialist cuisine food items commonly relate to cuisines of various cultures but can also include specific cuts of meats, poultry and game as well as specific types of fish and seafood. In some cases, an item that is seen as standard in one establishment may be regarded as specialist in another. For example, eye fillet could be regarded as a specialist cuisine item if it is not normally used but required only for a certain dish. The way the item is grown may also classify an item as specialist for example organic vegetables or grain-fed beef. Other food items that could be seen as specialist could include: Offal Aromatics, flavourings, spices, spice mixes and herbs Garnishes Seeds and nuts Grains, rice and pulses Fungi Preserves, condiments and accompaniments Fruits, vegetables, flowers and salad items Aquatic plants such as seaweeds Specialist cheeses and dairy products Sweeteners such as palm sugar, honey and glucose Fats and oils Bush foods. 18

25 Element 1: Promote gueridon service to guests Desserts Desserts are served after the main course and also known as sweets. In some properties a separate menu is used for desserts. They can be either hot or cold many are served with sauces and include: Puddings, cakes and flans Fritters Prepared fruit Soufflé Crepes and omelettes Ice cream, bombes and parfaits. In some cases, the entire dessert item may be cooked in front of the guest. This is a common approach with crepes. Crepe suzette is the most popular menu item prepared in gueridon service as it is not only quick to make but is very visual. It is often prepared in a chafing dish in full view of the guests. They are served hot with a sauce of sugar, orange juice, and liqueur (usually Grand Marnier). Brandy is poured over the crepes and then lit. Quite often dessert items are also flambéed, with the addition of alcohol to the cooking process. Not only does this adds flavour but provides a very visual impact. In the case of cakes and puddings, the cooking of these items is simply not possible to be completed in front of the guest; however they may be portioned, sliced and served with suitable accompaniments. Fruit A growing focus on healthy eating has seen increased uptake of fruit in premises. Fruit may be sliced or cooked in front of the guest. Strawberries flambéed in this manner are popular. Fruit Salads are also another popular salad, commonly served as a dessert. Cheeses Today around the world there may well be over 1000 named varieties of cheese but there are not over 1000 different types! The names of the varieties are mostly, but by no means exclusively, geographical. In this example, cheeses being made in certain localities are normally given the name of that locality. For example, Cheddar, Cheshire, Brie and Gouda to name just a few, Others such as Stilton and Gorgonzola can be said to be associated with certain localities where they were not necessarily made. 19

26 Element 1: Promote gueridon service to guests Cheese classifications Cheese can also be further classified into sub categories based on their: Texture - soft cheese, semi-hard Source of milk - cow, goat, sheep Fat content - full fat, part skim Method of ripening - surface ripened, interior ripened. The most common classification is by texture. Common types of cheese Fresh Unripened Cheese Feta, Cream Cheese, Neufchatel and Mascarpone. Cheddar Varieties Cheddar, Colby, Cheshire and Red Leicester. Stretched Curd Cheese Mozzarella, Bocconcini, Provolone and Haloumi. Eye Cheese Edam, Gouda, Havarti and Swiss-style Cheese. Mould Ripened Cheese Blue vein. White Mould, Surface Ripened Cheese Camembert and Brie. Surface Ripened Cheese Specialty Washed Rind Cheese. Hard Grating Cheese Parmesan, Pecorino, Romano and Pepato. Cheese is normally sliced or portioned and served with a variety of accompaniments including fruit, nuts, crackers or bread. Beverages To date, we have looked at a variety of food items that can be prepared tableside for customers. However there are many beverages that can also be prepared to add an element of service to the customer. These include: Hot and cold beverages Alcoholic and non-alcoholic choices Coffees and teas. 20

27 Element 1: Promote gueridon service to guests Speciality Coffees As a specialty, various spirits and liqueurs can be combined with hot coffee and fresh double cream to make a dessert in its own right, to accompany a dessert or to conclude a meal. Specialty coffees can be prepared in front of the customer so that they can appreciate the skills in the process. Techniques such as this are a great aid to sales promotion. Common specialty coffees include: Common liqueur/coffee recipes Common spirit/liqueur coffees are: Jamaican Tia Maria Calypso Tia Maria Seville Cointreau Italian Amaretto Mexican Kahlua: note that some establishments use Tequila instead Roman Galliano Café Royale Brandy Café Monte Carlo Brandy French Brandy Normandy Calvados Caribbean - Rum Café de menthe Crème de menthe Highlander coffee Scotch whisky Gaelic Scotch whisky Irish coffee Irish whiskey. Simply put, most specialty coffees are prepared by adding hot black coffee to the alcoholic base with fresh double cream floated on top of the drink. It may also be served with an accompanying item such as a biscuit. Spirits and liqueurs In some cases customers may wish to have a spirit or liqueur at the end of a meal or to accompany a dessert. These normally consist of: Cognac Armagnac Calvados Liqueurs Port. 21

28 Element 1: Promote gueridon service to guests 1.2 Describe and promote a range of gueridon menu items to guests and potential guests Introduction Most customers will rely on you to provide them with information about the meal, the choices available, prices, service styles and/or any waiting times that can be expected. This is especially true in relation to menu items prepared using the gueridon. As many customers will not have experienced this style of service before, they are often willing to try it. It is the role of the server to ensure they actively promote menu items that are available through this service style and any related information that may be helpful to them. Providing information to guests When all the guests are seated, and the menus have been distributed, your next task is to inform the customers of items that are available through gueridon service, and other menu items that are prepared in the kitchen, Make sure you speak clearly, confidently and audibly. When describing items, make sure you make them sound appealing by using descriptive words like succulent, delicious, fresh this morning, made fresh this afternoon, but also make sure you are not misleading in what you say. All descriptions must be honest and truthful. If you know the steak is tough, then don t describe it as juicy and succulent, melt in the mouth. Items that may need to be covered include: Menu items prepared through gueridon service Method of preparation Cooking time. It is important to remember that you don t want to push the customers into any particular menu item, but to provide them with options of menu items that will or will not be provided through various cooking styles. 22

29 Element 1: Promote gueridon service to guests Making recommendations Many guests will be able to work out what they want to eat, but there are usually some who have difficulty deciding and ask the predictable question, What do you recommend? When this occurs, you have four basic options: Recommend what it is you like this can be less than useful because this may not suit them or be to their liking Recommend what is popular again they may not like this style of dish but the benefit of this approach is that you know it is popular with a large cross-section of diners Recommend whatever it is that the kitchen have asked you to push again, this may not suit them but will benefit the venue Ask some questions first to determine whether they are after a big meal or a snack, whether they like chicken, meat or pasta, whether they prefer plain food or dishes with sauces and added flavour and then recommend an appropriate dish that complies with their responses. Obviously, the fourth option is the most customer-focused method. As mentioned, service staff may be required to assist guests in making their selection from either the menu or the drinks list. Lots of customers come to the room, bar or venue knowing exactly what they want to eat or drink. Perhaps they have eaten at your dining room before and want to experience the same dish again that they had last time, or perhaps they have a standard meal or drink that they always have when they dine out. Given that gueridon service is unique it is often important and beneficial to identify the menu items that are available through this style of service. Keys in making recommendations are: Ensuring information is honest and truthful Ensuring customers do not get the impression you are rushing your delivering of this information Ensuring guests don t feel they are imposing on you by asking these questions Giving customers time to make their decision without appearing to put pressure on them to make up their mind Providing extra information as required there can be many times when the information you give to customers in the first instance is insufficient for their needs. For example, you may have described the ingredients of the dish and described how delicious it is but the guest may want to know about cooking style, preparation/cooking time or serve size Tailoring your information to suit the person you are talking to the way you present information to young and old may vary in terms of the speed you deliver the information, the words you use and the comparisons you make with other products. 23

30 Element 1: Promote gueridon service to guests Promoting gueridon menu items Normally the presence of a gueridon trolley itself will raise interest amongst fellow diners. When menu items are being prepared in the dining environment, there is no doubt that it will draw the attention of surrounding tables. Hopefully this in turn will help promote these items to others. Besides the mere presence of the gueridon trolley, there are a number of ways to promote gueridon menu items including: Use of menus, wine lists, drink lists these lists themselves help to identify menu items and provide clear descriptions and supporting pictures in some cases to help explain the menu items Physically supporting the point-of-sale displays there may be displays of menu items that are prepared that can be used as a visual aid The attractive use and presentation of trolleys and gueridon equipment Referring to point-of-sale advertising materials such as tent cards, recipe sheets, fliers and brochures. Promoting beverages Using a trolley to wheel bottles (and glasses) to the table is effective as sales tend to increase where customers are presented: With a suggestive selling phrase Face-to-face with bottles and glasses, attractively laid out. Promoting pre-dinner drinks It doesn t cost anything for waiting staff to suggest a pre-dinner drink to customers. By definition, a pre-dinner drink is any drink taken before the meal. It can be an aperitif, a cocktail, a glass of sparkling wine, a beer or even a mixed or soft drink. Promoting pre-dinner drinks can: Generate extra revenue Meet customer need for a drink to quench their thirst or simply to have something in front of them, in their hand etc Provide a social lubricant for events or parties. Many customers can be sold a pre-dinner drink if they are given the opportunity to buy one. The type of offer made should factor in the people who are being spoken to. For example, an older party may favour sherry and traditional cocktails while a younger group may prefer more contemporary products. A simple statement is the preferred method to do this: Can I suggest something to drink before the main course we have some delicious and original cocktails that are really popular. Would you prefer a fruit-based one or a dairy-based one? Would you like a sherry as an aperitif while you decide what to eat? We have a lovely chilled dry sherry and the famous Harvey s Bristol Cream 24

31 Element 1: Promote gueridon service to guests Can I get you a drink before you start? We have an excellent selection of spirits, beers from 24 countries and a wide selection of traditional aperitifs. Promoting after-dinner drinks Many staff fail to take advantage of the opportunity available through promoting afterdinner drinks. Too many staff promote drinks and wine up to and with the meal/main course but then fail to actively promote drinks past this point. Traditional drinks after a meal are: Liqueurs Cognac Port Muscat Tokay Frontignac. 1.3 Describe the procedures involved in the provision of gueridon service to guests Introduction In section 1.1 of this manual, the wide selection of food and beverage items that can be prepared through gueridon service has been identified. As part of the menu description and selling process it is commonly for the server to describe the procedures involved in the provision of gueridon service to the customer. Common gueridon procedures Common procedures undertaken in the process of gueridon service include: Portioning of ingredients Any food preparation must be targeted to intended need/use. This means when preparing food items you must be aware of their final use so you can use this information to guide your actions. Use of recipes Like with the preparation of any food or beverage item, a standard recipe should be followed to ensure consistency. In addition to the food-related aspects of a recipe, it should also contain: Current cost of ingredients Current selling price Current food cost percentage 25

32 Element 1: Promote gueridon service to guests Photograph of the dish a colour photo to show the way the dish should look, and be presented, when it is finished Assembly description description of how to put the dish together on the serving plate/ dish. This highlights the need for portion control (and waste control) throughout kitchen operations. Excellent purchasing and storage can count for nothing if portion sizes are too generous. House policies and practices will dictate what is required in regard to portion sizes. Portioning Portioning means controlling the size or quantity of menu items to be served to each customer. Customers object to being served inadequate and inconsistent sizes, especially when they pay a high price for a meal. A golden rule for any establishment should be a fair portion for a fair price. The price you pay for a meal should be equivalent to the quality received. Each server will need to know: What ingredients are used in each gueridon menu item The expected and acceptable quality of each ingredient The amount or volume of each ingredient How it is to be prepared for gueridon service. It is essential that portion sizes are accurate. If portion sizes are too big, whilst the customer may be happy, the expected profit margins will be reduced. If they are too small customers will be left disappointed as they will not feel they have received value for money. Trimming To prepare meat for various culinary uses, be it beef, veal, lamb or pork, it is most likely the meat will require some cleaning and trimming of excess fat cover, lymph nodes, connective tissues and blood vessels. This will increase eye appeal and enhance the dining experience of the customer. Trimming is the cutting of an initial cut of meat to a certain required shape and size. Trimming meat gives it a more appealing presentation. This is achieved by trimming the fat coverage down to a required thickness, and/or by trimming bones on cutlets to a certain length. When meat has been trimmed it is then ready for cutting into useable restaurant cuts such as steaks and chops. 26

33 Element 1: Promote gueridon service to guests Peeling This procedure normally relates to the preparation of vegetables and fruits. After vegetables and fruits have been washed and cleaned thoroughly, many need to be peeled and trimmed. They should be peeled or scraped thinly to remove only the skin, as most nutrients are just below the skin/surface. Thin peeling also, naturally, minimises wastage. Cutting Cutting is a common procedure used in gueridon service, often to portion menu ingredients, to help aid cooking or enhance presentation. Washing, cleaning, trimming and cutting fruit and vegetables is a common task in gueridon service and will often take up a large part of tasks. As seen in section 1.1, a wide variety of meat, fruit and vegetables is available for use in gueridon service and knowing how to prepare them correctly is essential. Cutting can be used before, during or after the cooking of menu items. The following table lists and describes the most common types of cuts used in basic preparation. Method Description Examples of Use Slice Chop Dice Cutting a thin, broad, flat piece of food, usually by using a sawing action To cut food into uneven bits by using short, sharp blows (food may be chopped fine, medium or coarse) Cutting into even cubes, which may be small, medium or large Bread slices Onion rings Chopped parsley for salads and duxelles Macedoine Brunoise Shred To cut into very fine, irregular strips Lettuce, for use in salads Cabbage, for use in coleslaw Crush To squash into fine, medium or coarse particles, often by using the side of the knife Garlic 27

34 Element 1: Promote gueridon service to guests Mixing, whisking, combining These procedures are commonly associated with the preparation of dessert items. This procedure is often performed during the preparation process. Sautéing Sautéing is where food is tossed in a small amount of hot fat over high heat to colour the food evenly during cooking. Sauté comes from the French word sauter which means to jump. Normally the ingredients are cut into small pieces or slices to help speed up the cooking process. Flambéing The term flambé is a French word meaning "flaming" or "flamed." Flambé means to ignite foods that have liquor or liqueur added. This is done for a dramatic effect and to develop a rich flavour of the liqueur to the foods without adding the alcohol. Carving Depending on the menu item being carved, the term serves different purposes. When carving meat, smaller slices or portions are removed from the main piece of meat. Carving of vegetables, whilst also used to make smaller portions, also can be used to help create visually aesthetic designs. Filleting Filleting means to remove the edible flesh away from the inedible parts including scales, bones, organs etc Whilst the term is often associated with the preparation of fish, it applies to all meat products. The preparation of fish in front of customers involves basic skills which staff needs to acquire. Due to the physical processes of filleting and cutting of fish, there are a number of associated skills like portion and wastage control which must be considered. Due to the rapid deterioration of fish flesh, it is important to handle fish as little as possible. Filleting of fish may be done before or after cooking, depending on the dish. Assembling This is a common procedure in gueridon service and is the collecting and arranging of all necessary ingredients, whether cooked or raw, that constitutes a menu item. This can refer to the preparation of a salad through to exotic curry dishes. 28

35 Element 1: Promote gueridon service to guests Serving This means to present the menu item to the customer. Whilst gueridon service can often relate to different preparation and cooking procedures, the act of service is common in all situations. At some stage the prepared item must be given to the customer for their enjoyment. How this is done will differ depending on the establishment and the menu item. This often means serving is conducted through the techniques of silver or plate service. Silver service and/or plate service techniques, including lifting, folding, transferring, and placement of food. The different steps associated with these gueridon procedures will be discussed in more details in later stages of this manual. 1.4 Identify, describe and explain the role of ingredients used in gueridon service of menu items Introduction Dining is a total experience and it is often said that it is more the service, not so much the food that distinguishes one establishment from another. You can get good food anywhere but excellent service is truly rare. Helping guests to make a decision about what they are going to eat and drink is all part of that service, and provides an excellent opportunity to establish a relationship with the guest and to deliver a memorable experience that will bring that guest back time and time again. It will also encourage them to tell their friends all about your establishment. Whilst most people have an understanding of the different menu items and ingredients used in gueridon dishes, some customers will seek some kind of assistance even if it is just an enquiry about the vegetables that are being offered that day, whether the scallops are fresh, the nuts are local or if there is a beverage that they can recommend. Providing assistance to customers in relation to the selection of menu items means applying your product knowledge to the needs, preferences and questions of the customers. Therefore it is essential gueridon servers have a good understanding of product knowledge. When explaining food items prepared in gueridon service, this primarily refers to: Menu items Ingredients Methods of preparation of cookery Culinary styles Time to prepare or cook 29

36 Element 1: Promote gueridon service to guests Portion sizes available Alternate or substitute items in dishes Prices Ingredients that customers commonly are allergic to. This last point is extremely important. It is essential to customers have a clear understanding of the ingredients that will comprise their meal. Explaining accurate ingredient information to meet special dietary or cultural needs The ability to cater to customers who have special dietary needs revolves around your level of product knowledge and the information supplied by the customers. Their dietary and cultural needs are important to customers, not to mention the possible health issues associated with the physical reactions some people can experience when they eat the wrong food, such as nuts. To accurately provide this necessary advice you must: Develop detailed product knowledge about the menu items you sell where they are sourced, how they are prepared and the ingredients Investigate in more detail when customers state they have a special need. For example, one person who advises you they are a vegetarian (see below), may in fact eat eggs, which opens up a wider range of dishes for you to recommend. Dietary needs It is extremely important to make sure that special requests that relate to dietary issues receive extra attention and care as there can be severe medical consequences if dietary needs are not met. Dietary needs can be seen to include any situation where the customer/guest has mentioned that they have special needs in relation to: Allergies Medications Health-related conditions such as diabetes, heart conditions Specific diets that are mentioned. These consequences such as the possibility of anaphylactic shock, increased blood sugar levels and other reactions that diners may have to various foods or substances, can result in the property being sued. Remember that all properties have a common law duty of care towards their patrons and this obligation definitely extends to situations where customers have asked for a certain meal and are served something that does not comply with their stated requests and when this results in injury to those persons. 30

37 Element 1: Promote gueridon service to guests The keys in relation to this situation are: Always check with management or the kitchen to determine whether or not a specific stated dietary request can be accommodated or not, if you are unsure. Whilst the server may be preparing the dish in front of the customer, many ingredients may have been compiled by kitchen staff Ensure, when preparing the dish using gueridon service you are clear of the specific dietary requirements that have been requested Never assume you can accommodate dietary needs of patrons even if you have accommodated similar requests in the past Double check with the kitchen where some elements of the dish have been preprepared or cooked ask them if they have prepared the food as requested and obtain positive confirmation before taking the dish to the table Ensure appropriate emergency procedures are in place to manage situations where customers are adversely affected by foodstuffs while on the premises. These procedures may be included in the Emergency Management Plan for the premises In many cases, customers with special dietary needs can be accommodated simply by suggesting healthy foods: Meats that are lean, trimmed and fat free Fresh salads and fresh vegetables that are cooked in a simple and plain way such as steaming or boiling Foods that are low in cholesterol, fat, sugar and salt. These food items would all be acceptable where, for example, the guest indicated a general hint that they were on a diet. But there is more to it than that, especially where individuals have an allergy to certain products. It is fair to say that the vast majority of people with special dietary needs are aware themselves of what they can and cannot eat, and are able to order suitable dishes based on your advice as to what is available in the kitchen. It is a useful tool to develop a list of dishes, either taken from the regular menu or which can be produced to order, to cater for customers with special dietary needs. Low-fat meals require meats that are lean, trimmed and fat free low-fat dairy products and the use of other low-fat ingredients and alternatives such as margarine. Low-salt meals require the preparation of foods without the use of salt. Kitchen staff will use salt substitutes and other items such as herbs and species, garlic and ginger to add flavour. Many pre-prepared items must be avoided and all foods that are salted or pickled must also be avoided. Low-calorie meals are similar to low-fat meals focusing on the reduction of fat and sugar from the dishes. In addition, serve size may be a factor and the dish may need to be of limited dimensions. Diabetic meals should be low in fat and sugar, and conform to the portion controlled size required by the customer. Fresh foods, low-fat fish, lean meat and plain cooking styles such as steaming or grilling are most appropriate. 31

38 Element 1: Promote gueridon service to guests Gluten-free meals mean the elimination of gluten found in grains such as wheat, rye, barley and oats, and the use of specific gluten-free foods. Fruit and vegetables, nuts and brown rice are alternative sources of fibre, subject to personal taste. Vegetarians Those who state they are vegetarians are also worthy of special consideration, and the term vegetarian is one that has the potential to mean many things to many people. In truth, there are several types of vegetarianism (see below) and it is worth asking the guest who mentions they are vegetarian, exactly what sort of vegetarian they are. To some people, being a vegetarian simply means not eating any meat, while to another it means not eating any animal products at all. The classifications of vegetarians can be quite large and include: Vegetarian requests this is probably the most common dietary-related request and can include: Lacto-ova vegetarians/ova-lacto vegetarians these are the majority of vegetarians. They eat dairy products and eggs but not meat of any kind of meat, poultry or fish Lacto-vegetarians they don t eat meat, poultry or fish. They don t eat eggs but they eat dairy products Pescatarians people who don t eat meat, poultry or animal flesh but do eat fish Vegan this definition is open to various definitions so it is best to check exactly what the diner means when they say they are a vegan. Generally a vegan can be seen as anyone who doesn t eat meat, poultry, fish, eggs or dairy products and doesn t eat foods derived from animals such as gelatine. The person may also stipulate that they are served only raw/unprocessed foods, or foods that have not reached a temperature of above 46ºC because they believe foods above this temperature have had some of their dietary goodness removed. Other variations include vegetarians who have decided to eat one type of meat, but not others. For example, a porco-vegetarian has elected to consume pork and pork products but will avoid all other meat types. Asking questions to determine the person s exact requirements is important, as is maintaining a positive approach to the customer and ensuring they do not get the impression that their decision to be vegetarian is an annoyance to us. Cultural needs Jewish customers may wish to eat kosher food meaning food that is deemed by them to be proper according to Biblical beliefs and laws. A full understanding of kosher food is complex and the following notes are designed to provide an overview rather than a detailed study. Kosher meat may only be sourced from certain allowed animals such as ruminants with split hooves, domestic birds such as chicken and turkey and fish with fins and removable scales. 32

39 Element 1: Promote gueridon service to guests All ruminants must be slaughtered by special slaughtermen according to Jewish law, and during food preparation, special other considerations must be observed such as ensuring that milk and meat are not mixed together. Special requirements also apply to the equipment used (that is, making it kosher), including special cleaning techniques and resting periods between usage. A limited number of establishments have addressed the needs of those seeking kosher food and provide all necessary prerequisites, supervision and requirements. They advertise their ability and capacity to provide these services and a web search will readily identify them. Muslims eat Halal food that is, food which is allowed or lawful. Foods that are not Halal are referred to as Haram and these foods include pork and its by-products, any animal not slaughtered according to special requirements, blood, carnivorous animals, birds of prey and animals without external ears. Muslims may also not drink alcohol. Any foods that are not obviously Halal, or Haram, are deemed mashbooh and should be avoided because of their uncertain origin. Hindus have a great respect for food and the way it interacts with other aspects of day-today life. While they are not total vegetarians, they do not each much meat seeing the killing of animals for food as bad karma. They generally shun spicy foods, mushrooms, garlic and onions but will eat other genuine vegetarian dishes that are not bitter, sour or salty. Explaining role of ingredients Whilst most information about ingredients may be focused on catering to dietary or cultural requirements, customers are also quite interested to know the ingredients in dishes and how they compliment the dish. This is especially important in gueridon service where the server themselves will be preparing an element of the meal, or the entire meal. Information that may be given about ingredients may include: Its taste and aroma The quantity to be included in the dish How it is to be prepared or cooked Its strength (important when discussing chilli) Possible substitutes How it complements a dish. In addition, customers may request a substitution of ingredients or different amounts of a particular ingredient. This can include the level of chilli, spices and cream etc. Not only does knowledge about different ingredients of a meal that you have a role in preparing help the customer to understand it, it also demonstrates you knowledge and competency in being able to successfully prepare it. 33

40 Element 1: Promote gueridon service to guests 1.5 Select and use appropriate materials on gueridon trolley to assist in the promotion of gueridon service Introduction There are many pieces of equipment that are used in gueridon service. As can be seen in this manual, a great variety of dishes can be prepared using this method, with different procedures being performed by staff. Each of the dishes and procedures performed will individually have their own requirements. Whilst the preparation of dishes is complex enough in a commercial kitchen environment, these challenges increase dramatically when using gueridon service, as all necessary equipment, utensil, ingredients and cooking aids must not only present, but can neatly by placed on a guerdon trolley. This section will identify different types of gueridon trolleys, based on the menu items being promoted, but also the necessary equipment and utensils that may also be required. Section 3.1 of this manual will detail the different steps associated with preparing different food menu items using gueridon service. Types of gueridon trolleys Types of gueridon trolleys may include: Flambé trolleys these trolleys are primarily used to cook food items, commonly using a flambé or sauté process Hot carving trolleys these trolleys primarily are used to keep cooked meat warm and to provide sufficient space for meat to be carved and plated Hors d oeuvres trolleys these trolleys are required to cook, assemble or display small items or entrees preceding main meals Dessert trolleys these trolleys may be used to display and carve different dessert, fruit and cheese dishes. They are normally used to visually tempt customers are opposed to playing an active role in the cooking process of desserts. That is the domain of a flambé trolley Liqueur trolleys these trolleys are used to prepare and display a range of beverages either to be served during the meal, such as wine, or at the end of a meal. This can include specialty coffees, cognacs and ports. 34

41 Element 1: Promote gueridon service to guests Equipment & utensils As mentioned, the types of equipment and trolleys required on a trolley will reflect the item and procedures being used. This section will highlight the different types of procedures used in normal gueridon operations, as identified in Section 1.3 of this manual. Carving Fuel Source The usual fuel source for carving, especially roasts will be the use of a: Heat lamp Warming tray. These fuel sources must be operational with the sole purpose of keeping roasted items warm, without any further cooking. Equipment and utensils Before you are able to carve meal at the table it is essential that you have all the equipment and utensils ready to perform the function. The last thing you want to do is run back and forward between the table and kitchen. Not only does this lose the professionalism and theatrics of the service but can impact on the roasted items being presented. There are a number of pieces of equipment that must be present including: Carving knives - The knife is the cook s basic tool. Modern knives are usually made of stainless steel or high carbon stainless steel. A thin-bladed knife is best for carving Carving fork - The carving fork has two prongs and a long handle. It is used to secure the meat when carving. It is also used for lifting and turning meats so it must be strong enough to carry heavy loads Steel - Steel is used to maintain the cutting edge of a knife. A steel is an essential part of your knife kit Carving boards - Also known as a chopping board. You should always carve food on a cutting board. Wooden or nylon boards are the most popular. Never cut on an unyielding surface such as ceramic, stone or metal as it will damage the knife blade Spoons and meat forks Any service crockery, cutlery or vessels Ladles for serving sauces and accompaniments Service towel Towel for cleaning trolley. 35

42 Element 1: Promote gueridon service to guests Sautéing Fuel Source Sautéing is cooking over high heat, normally using gas. Therefore it is important that there is sufficient gas to undertake this activity for an entire shift. Equipment and utensils Like when carving, it is essential when items are prepared and / or cooked at the table that all the necessary items are present and easy to reach. Equipment items include, but are not limited, to: Service set Copper or other appropriate pan Service towel Cooking utensils Serving cutlery, crockery and dishes Matches. Filleting Equipment and utensils Common items include, but are not limited to: Salads Service set Fish spatula Service towel Knives - filleting knife and chef s knife Scissors - used to cut off fins and smaller bones Tweezers - used to remove small bones. Equipment and utensils Depending on the type of salad to be prepared a range of equipment may include: Service set including salad spoons and forks Knives or scissors Plastic or wooden salad bowls Service towel Pepper grinder Pans and cooking utensils. 36

43 Element 1: Promote gueridon service to guests Cheeses Equipment and utensils Common equipment used in the serving of cheese includes: Display plates Covers to protect cheese Service set including carving knife and cheese server Wooden cutting board Service towels Cheese knives Service plates. Desserts Fuel Source As gas is normally used in this cooking process, staff must ensure there is sufficient gas to cater for the entire shift. Equipment and utensils Common equipment used in the serving of flambé desserts include: Pans Cooking utensils Service set including forks and spoons Wooden cutting board to slice fruits Service towels Service plates Safety equipment including fire extinguisher or blanket in the event of flames becoming dangerous. General equipment and utensils Besides the equipment and utensils identified above general equipment and utensils include, but are certainly not limited to: Silver service gear Crockery items Silverware Sauce boats Serving spoons and ladles Serving plates, bowls and platters Glassware Linen and napkins Matches or lighting source Rubbish bin. 37

44 Element 1: Promote gueridon service to guests Fire and safety equipment Whilst kitchens are designed to serve large quantities of food, in an environment focused on the safety of staff, there is always potential for fire when providing gueridon service for a number of reasons as cooking is taking place: Close to customers and tables In high traffic areas In areas not designed primarily for cooking By staff who are not chefs In surroundings consisting of highly flammable materials including curtains, carpeted floors, linen and clothes to name a few. Whilst there is added danger, many customers enjoy this style of service and its demand will ensure it remains an active part of many dining experiences. Therefore a dining establishment must take necessary precautions to ensure that the dangers are minimised to the greatest degree. Need for safety equipment Managers have a responsibility for ensuring all necessary safety and first aid equipment is on hand. It is preferable for all management and staff involved in table side service to have basic first aid training as well as phone access for further medical assistance. You may require the following: Fire extinguishers or fire blankets Knowledge about location and operation of shut off switches power, water, gas, steam, LPG Gloves, aprons, facemasks and protective goggles Appropriate small equipment, thermometers First aid kit Knowledge of emergency procedures. 38

45 Element 1: Promote gueridon service to guests Work Projects It is a requirement of this Unit you complete Work Projects as advised by your Trainer. You must submit documentation, suitable evidence or other relevant proof of completion of the project to your Trainer by the agreed date. 1.1 To fulfil the requirements of this Work Project you are asked to research and identify the range of menu items that may be offered via gueridon service. 1.2 To fulfil the requirements of this Work Project you are asked to identify how to describe and promote a range of gueridon menu items to guests and potential guests. 1.3 To fulfil the requirements of this Work Project you are asked to describe the procedures involved in the provision of gueridon service to guests. 1.4 To fulfil the requirements of this Work Project you are asked identify, describe and explain the role of ingredients used in gueridon service of menu items. 1.5 To fulfil the requirements of this Work Project you are asked to research and identify different equipment and materials commonly found on a gueridon trolley including the different types of gueridon trolleys that exist. 39

46 Element 1: Promote gueridon service to guests Summary Promote gueridon service to guests Identify the range of menu items that may be offered via gueridon service Advantages of gueridon service Disadvantages of gueridon service Range of menu items offered. Describe and promote a range of gueridon menu items to guests and potential guests Providing information to guests Making recommendations Promoting gueridon menu items. Describe the procedures involved in the provision of gueridon service to guests Common gueridon procedures. Identify, describe and explain the role of ingredients used in gueridon service of menu items Explaining accurate ingredient information to meet special dietary or cultural needs Explaining role of ingredients. Select and use appropriate materials on gueridon trolley to assist in the promotion of gueridon service Types of gueridon trolleys Equipment & utensils. 40

47 Element 2: Prepare gueridon equipment for service Element 2: Prepare gueridon equipment for service 2.1 Clean and maintain gueridon trolleys, equipment and utensils Introduction When working with any equipment, including a gueridon trolley, it is an important first step that you ensure that equipment is clean before use, is of the correct type and size, and is safely assembled ready for use. Not only is this a minimum requirement from a food safety and hygiene aspect, it is also visually important. If customers see a trolley that is dirty, there will have reservations not only for selecting a meal using the gueridon method, but may get them to question the cleanliness and hygiene of the entire establishment as a whole. They may think, if this is how dirty an item is in my view, how dirty id it behind closed doors? Hygiene and clean presentation is a cornerstone of professional service. Given gueridon service normally is associated with high level establishments; any substandard performance will certainly not be tolerated by customers. Using trolleys, equipment and utensils hygienically Each establishment will have some aspect of a Food Safety Plan which dictates the expected cleaning standards expected for all areas of operations, including gueridon service. This plan is the rulebook by which your premises have promised to operate. Most FSP act as a set of guidelines describing how and when you will prepare food, store it, handle it and clean equipment, premises and utensils. The FSP is normally translated into job description tasks and Standard Operating Procedures (SOP s) including how to ensure the cleanliness of all items used in gueridon service. The fundamental hygiene requirements include: Make sure items are clean before using them Clean surfaces on a regular basis Ensure all items are clean between preparing different gueridon dishes 41

48 Element 2: Prepare gueridon equipment for service Clean items after use/after each session as appropriate Store cleaned and sanitised items to maintain their cleanliness and fitness for use Observe appropriate personal hygiene practices when using items. For example, don t sneeze or cough over the equipment; don t handle the items when hands or uniform is dirty. Sequence of cleaning In general terms, the following sequence is suitable for cleaning food equipment, surfaces and crockery and cutlery: Remove visible food debris such as scraping the plate or utensil to remove obvious surface dirt Rinse with warm water to remove loose surface dirt Wash with a detergent to remove all the visible debris Rinse again to remove dirt and residual detergent Apply sanitiser to kill bacteria/micro-organisms Rinse to remove sanitiser (not all sanitisers will need to be rinsed check manufacturer s instructions) Allow to air dry - air drying is the preferred option as it eliminates using a cloth/towel to dry surfaces, which may inadvertently introduce bacteria to the surface that has just been cleaned and sanitised. Cleanliness during service Cleanliness is especially important during service in a situation, such as guerdon service, when all items are not only in the eye of the customer, but in close proximity to tables. This adds a higher level of scrutiny by customers. It is important that anytime a gueridon trolley is wheeled in front of a table that it: Looks clean Has no evidence of prior cooking Gives the appearance that it has not been used before. Therefore it is essential that: Used items are either returned to the kitchen or stored in a closed space on the trolley All food scraps have been removed on a regular basis All surfaces, including tops and sides are clean The immediate area including the floor is free from any dirt, grime or debris. Regular cleaning or replacing of equipment, especially pans and chopping boards, should be done so as to prevent cross-contamination the transfer of bacteria from one product/place to another by direct contact. In addition, equipment should be cleaned between uses when different food types, especially between raw and cooked/ready-to-eat foods, are used. 42

49 Element 2: Prepare gueridon equipment for service Cleanliness after service When cleaning equipment, you must remember every piece of food service equipment must be cleaned after service. During service, you may not have had the time to complete a major clean of a gueridon trolley or surface area, but at the end of the shift it is important that that guerdon trolley is immaculate. 2.2 Prepare trolleys and service area for service with equipment, utensils and linen Introduction In Section 1.5 of this manual a detailed list of equipment and utensils, commonly used for various gueridon procedures was identified. Mise en place Selecting and assembling the equipment and utensils needed for gueridon service is part of the process known as mise-en-place. This is a French term meaning to put in place. It means getting everything ready before you start cooking or preparing items in front of customers so that you don t have to interrupt the preparation process while you look for something. Preparing the gueridon trolley Mise en place tasks include: Check you have pots and pans clean and ready to use, and that they are of the necessary size and number. When choosing the utensils or equipment for use in gueridon service, take the time and make the effort to get the right size. Selecting a bowl that will hold all the ingredients without them spilling over onto the floor or the preparation bench Getting a chopping board big enough for all the meat to sit on without it falling over onto the preparation bench Check you have all the utensils you will need for the recipe boards, knives, spoons, whisks, serving dishes and utensils Ensure you have sufficient fuel sources, napkins, cleaning sponges and other auxiliary items that support the gueridon process Filling and preparation of condiments and proprietary sauces any condiments, oils and sauces that may be sued in gueridon service must be checked to ensure they are not only present but are in sufficient quantities Stocking of alcoholic and non-alcoholic beverages these will depend on the items being prepared. Some may be used in flambé or as a cooking ingredient or as a standalone beverage 43

50 Element 2: Prepare gueridon equipment for service Provision of basic maintenance to trolleys and burners this is essential as you don t want equipment to become faulty. Not only check all the equipment that is to be used, but ensure that they are maintained on a regular basis. This process is especially important in gueridon operations as it is essential that all necessary items are located on the trolley and ready for use. In many cases you do not have the luxury of running back and forward from the kitchen to get forgotten items. Preparing kitchen areas In addition additional mise-en-place may need to be performed in the kitchen area so that a number of items can be accessed at short notice or when specific dishes need to be prepared. This may include the preparation of: Clean pots and pans Clean chopping boards and knives Pre-prepared ingredients, in various states of readiness Ingredients are assembled and are complete for each food item Sufficient stock to adequately perform the shift. The steps associated with selecting menu ingredients will be detailed on Sections 2.3 and 2.4 of this manual. 2.3 Select food and non-food items for service to match menu items Introduction Now that all necessary equipment and utensils have been prepared for gueridon service, the next logical step and normally considered the most essential is the selection and preparation of food items that will be needed to prepare menu items. Factors impacting menu items and ingredients to be prepared In essence there are a number of factors to take into consideration when selecting ingredients required for food items. The overall expected trade based on: Current bookings Cyclical or historical information Days of the week Local events inside the hotel Surrounding events and festivals Weather Expected walk in trade 44

51 Element 2: Prepare gueridon equipment for service The expected volume of each menu item based on: Promotions Favoured or popular dishes Recipes the largest factor that will determine the type and quantity of the ingredients to be selected and prepared. Identify ingredients according to recipes A tried and true recipe is as valuable as any other tool you use in the kitchen. This also applies to gueridon service. A good recipe is as important as a good knife. A recipe is a formula which lists all the ingredients required and the method necessary to prepare a dish. A recipe should include the following: Name of the dish Instructions for preliminary preparations Equipment required Quantity and name of ingredients Method of preparation Cooking temperature Cooking time Number of portions. The purpose of a recipe is to control the production of food so that it will be consistent in both quality and quantity; regardless of who does the cooking the dish will turn out the same every time. Whilst recipes are prepared to produce a set number of serves/portions, there will be times when you will need to adjust recipe quantities either up or down to suit the number of portions required. Normally for gueridon service, ingredients will be identified in individual portions if it is to be completely prepared and cooked in front of the customer. The Standard Recipe Standard recipes form the basis of the food control system. The purpose of a standard recipe is to standardise the production of each food item on a menu so all food will be consistent in quality, quantity and cost. The main reasons for using standard recipes are to: Maintain a consistent quality Record the food cost for each menu item Control the portion size Establish the food cost percentage for each menu item 45

52 Element 2: Prepare gueridon equipment for service Write accurate food orders Assist in the training of new staff. Advantages of using recipes Advantages of using standard recipes include benefits to staff, customers and the operation, such as: They are a form of communication from management to staff ensuring the required standard in food production is maintained regardless of who is responsible Ensuring the food produced by anyone at anytime is consistent thereby building customer confidence in your establishment and its food They avoid unnecessary costs enabling all menu items to be produced within calculated costs and to required quality standards commensurate with that cost. Assemble ingredients according to the correct type and quantity Assembling ingredients for a recipe is a central part of mise-en-place and highlights the need for planning and preparation in all food activities. Whether standard recipes are used or not, the success and timing of food service can be attributed to proper preparation. This begins with planning including: Ordering the correct ingredients Carrying sufficient stock on-hand to meet demands Selecting the correct recipe Correctly interpreting the ingredients so correct/appropriate ones are used Correctly weighing and measuring ingredients Choosing and preparing the correct equipment. Checking for suitable quality of food items and their ingredients will be discussed in the next section. 46

53 Element 2: Prepare gueridon equipment for service 2.4 Verify the quality and condition of food and non-food items prior to use Introduction Not only is it important that the correct ingredients are selected, in their correct type and in their correct quantity, it is also important to remember that the quality of the items selected must match the standards of the establishment. Given that gueridon service is performed in front of the customer, they will be able to see the ingredients a lot closer and also in forms, such as in its raw state, which is not possible in normal kitchen operations. Therefore ingredients cannot be hidden behind doors or in cooked dishes. Selecting appropriate quality Many texts and cookery books will urge you to only ever use top quality ingredients on the basis you can only expect a high quality end product if you use high quality ingredients. Given that gueridon service is often associated with top end products and matching prices, it is important to remember that the quality of food items selected must match the price being charged. At the end of the day it must be remembered that customers must receive value for money. Whilst there is a fair degree of truth in this, it is not always the case, and there are many instances where ingredients of less than top quality can be quite satisfactorily used. When determining the quality of the ingredients to be used, first look at the standard recipe card and use what has been prescribed there. Where no standard recipe card exists it is important to consider the dish in question. If the dish is to be cooked in a certain way (such as a stew or braise, in a soup or a puree) then less than perfect/top quality vegetables etc may be used. Indeed lower quality (and hence lower cost) items will be deliberately listed on the recipe card. However, where the food item is being used or served in its raw state, there is a greater need for better quality items which give a higher level of presentation. For example, using limp celery or carrots as part of a dish may be quite acceptable, but using the same stick in a salad or Cheese and Greens would be totally unacceptable. Similarly, certain cheaper cuts of meat may lend themselves to certain methods of preparation. For example, grilling demands we use the top quality and more expensive cuts of meat such as pork cutlets and medallions, lamb chops, beef sirloin steaks, T- bones and beef tournedos. 47

54 Element 2: Prepare gueridon equipment for service Checking quality of foods items Each establishment will have their own quality checks that need to be conducted. Quite simply, staff should look at products carefully and think about if they would like these items served to them if they were a customer. Conducting preparation activities Even if all cooking or carving is to be performed in front of the customer, there is often a great deal of preparation that needs to take place to ensure that time is efficiently used when it is show time! Many of these activities may be performed by kitchen staff or may be in the domain of gueridon servers. Some of these tasks may include: Wash and clean food items Cut food items Peel and trim fruit and vegetables Turn vegetables Julienne items Prepare garnishes Prepare accompaniments Collect oils and other cooking agents Prepare diary items including milk, creams and butters Cut cheese pieces or wedges Measure, sift and measure farinaceous products - farinaceous means a product which contains flour or which has a high starch content such as cereals, pasta, pulses, gnocchi, rice, polenta, couscous and even potatoes Prepare nuts and seeds Marinate meats Prepare batters and coatings Prepare bread crumbs Prepare salad dressings Prepare sandwiches Cut / portion desserts Make of sauces Par- cooking items Heating or cooling items Wrapping and preparing individual portions. 48

55 Element 2: Prepare gueridon equipment for service 2.5 Position gueridon trolleys for maximum impact on sales potential Introduction Once all preparation activities have been conducted, it is now time to position the trolleys for maximum impact. Given that trolleys take up a great deal of space in a restaurant outlet, it is not practical to have all trolleys out at once. Where and when to position trolleys is critical, not only from a practical point of view but to ensure it looks good and has the greatest possible impact. In addition, safety considerations must be considered. This will be explained in more detail later in this section. Type of trolley Naturally, the type of trolley will determine where it should be positioned. Display trolleys For examples display trolleys should be placed in a location which will catch the eye of the customer and hopefully tempt them to make a purchase. The items that are to be displayed on the trolley must be taken into consideration. For example hot item must remain hot, cold items must remain cold and all items should not be kept in the Food Temperature danger zone (between 4 and 60 degrees Celsius) for more than two hours. In many cases, this time is less. Preparation / cooking trolleys Whilst idle Where trolleys are used to prepare or cook menu items, they must be kept in a location that will not interfere with the general floor or traffic until it is required to be used. These trolleys often contain knives and other potentially hazardous items that should be kept at a safe distance away from customers, especially children. Whilst in use When trolleys are being used they must be placed in a location that enables interaction with the selected table whilst not disturbing other tables or affecting walkway areas. 49

56 Element 2: Prepare gueridon equipment for service Timing of trolleys Timing of trolley displays is also critical. Normally the trolley on display, whether in a highly visual location or moved between tables in a portable format, should reflect the course being served in the establishment. For example entree items should be displayed first, followed by mains, desserts and after dinner beverages. Positioning trolleys for practicality and safety Whilst is seems like common sense, there should be an appropriate distance between a gueridon station and the customer s table. Primary considerations The main concern is that customers are not directly affected by the cooking process. There are a number of primary considerations as to the appropriate distance including: Flames Spitting of hot oil Heat. Secondary considerations There are other considerations that must be addressed including selecting a suitable location for the gueridon trolley which is: Near required electrical sockets In a low traffic area Away from flammable items including curtains Near suitable ventilation or exhaust capabilities Unlikely to be bumped by other staff or customers Close to the largest amount of tables with minimum movement. Direct safety precautions There are many other safety requirements that must be addressed including: Need for staff training in the safe and hygienic preparing, cooking and service methods used in table side service Removing pan from flame before adding spirits to keep flames to a responsible size Regulating height of flame to ensure curtains or ceilings do not catch alight. In addition the bigger the flame, the greater the heat Ensuring that flammable liquors are sealed and kept away from flame so they do not ignite. As mentioned, table side service is a popular and exciting concept which is a unique selling point for many restaurants which adds excitement to the dining experience. With careful planning, training and execution, its success will be advantageous to all. 50

57 Element 2: Prepare gueridon equipment for service Work Projects It is a requirement of this Unit you complete Work Projects as advised by your Trainer. You must submit documentation, suitable evidence or other relevant proof of completion of the project to your Trainer by the agreed date. 2.1 To fulfil the requirements of this Work Project you are asked to research and identify how to clean and maintain gueridon trolleys, equipment and utensils including: Using trolleys, equipment and utensils hygienically Sequence of cleaning Cleanliness during service Cleanliness after service To fulfil the requirements of this Work Project you are asked to research and identify how to prepare trolleys and service area for service with equipment, utensils and linen including: Mise en place Preparing the gueridon trolley Preparing kitchen areas To fulfil the requirements of this Work Project you are asked to research and identify how to select food and non-food items and ingredients for service to match menu items To fulfil the requirements of this Work Project you are asked to research and identify how to verify the quality and condition of food and non-food items prior to use. 2.5 To fulfil the requirements of this Work Project you are asked to research and identify how to position gueridon trolleys for maximum impact on sales potential. 51

58 Element 2: Prepare gueridon equipment for service Summary Prepare gueridon equipment for service Clean and maintain gueridon trolleys, equipment and utensils Using trolleys, equipment and utensils hygienically Sequence of cleaning Cleanliness during service Cleanliness after service. Prepare trolleys and service area for service with equipment, utensils and linen Mise en place Preparing the gueridon trolley Preparing kitchen areas. Select food and non-food items for service to match menu items Factors impacting menu items and ingredients to be prepared Identify ingredients according to recipes The standard recipe Assemble ingredients according to the correct type and quantity. Verify the quality and condition of food and non-food items prior to use Selecting appropriate quality Checking quality of foods items Conducting preparation activities. Position gueridon trolleys for maximum impact on sales potential Type of trolley Timing of trolleys Positioning trolleys for practicality and safety. 52

59 Element 3: Prepare and serve menu items Element 3: Prepare and serve menu items 3.1 Prepare and serve a range of food menu items using the gueridon Introduction Now that the gueridon trolley is, stocked and in place, it is now time to prepare and serve a range of menu items. This is the time that customers get to participate in the gueridon experience, many for the first time. This not only involves the practical elements of preparing, cooking and serving food but doing it in a way that is visually appealing to the customer. This section will explore in detail the different procedures undertaken in the gueridon process and ways to interact and involve the customers to enhance their dining experience. Carving meat Roasts are a great dish which is very popular in many restaurants. Roasting, and spit roasting, is the principle of cookery in which food is cooked in an oven or while rotating on a spit. Many people enjoy roasted meat and vegetables, often due to the tenderness and flavour of the items. In some countries roasted meals are served traditionally on certain days. Also roasts are commonly served on special occasions. Presenting platter of meat to the guest for approval When presenting a roast to customers at the table, there is some element of theatrics to it. In essence, it would be easier for the chef could carve the meat in a back of house location and serve it on plates. One of the main reasons carving is done at the table is to provide added entertainment and to let the customer participate in the process. With this in mind, customers may be able to pick specific parts of a roast meat, depending on their presences. Where possible the waiter should try to accommodate the preferences of the customer. Turning on heat source to keep protein warm while carving As mentioned before, it is essential that the roast meat maintains its heat whilst not continuing to cook. If there is no heat the meat will become cold and toughen. If is cooks, it will start to dry out. 53

60 Element 3: Prepare and serve menu items Carving roast meats Carving techniques The following are suggestions when carving roast meat, regardless of the type: Allow enough time before serving not only for cooking the meat, but for stand time and carving A stand time of 10 to 20 minutes is recommended for large cuts of meat, such as roasts, turkeys, and whole chickens. Stand time allows the meat to finish cooking. Meat is easier to carve after standing. If meat is carved immediately out of the oven, it loses more of its flavourful juices Place the meat on a large cutting board with a well at one end to hold the juice Use a long, sharp carving knife to slice the meat and a long-handled meat fork to steady the meat Slicing protein into equal portions Cutting cleanly and neatly at designated area Ensure that movements are swift and accurate. Carving boneless roasts Boneless roasts, like pork tenderloin, boned and tied leg of lamb and beef are easy to carve. Hold the roast steady with a long-handled meat fork With the knife held perpendicular to the cutting board, cut across the grain into thin uniform slices Cut the slices according to an allocated thickness. If you are carving thinner cuts of meat, slice the meat diagonally across the grain. This will give you a slice of meat with a larger surface area. Carving a standing beef roast For added stability, cut a wedge-shaped slice from the large end of the roast so that the meat will sit flat on the cutting board Insert a long-handled meat fork below the top rib. Slice across the top of roast toward the rib bone. This roast can be sliced according to allocated thickness With the tip of the knife, cut along the rib bone to release the slice of meat To remove the meat slice, slide the knife blade under the cut slice of meat. Holding it steady with a meat fork, lift the slice and place it on a platter or plate. Minimising waste When carving meat ensure that it is done in a manner that minimises wastage. As presentation and consistency of portion sizes are key, use correct carving techniques and do not just chop at the meat. 54

61 Element 3: Prepare and serve menu items Placing meat on plate Once the meat is cut place it on the appropriate plate or tray. Remember that meat is normally placed at 6 o-clock on a plate. Placing starch, vegetable and appropriate garnish on plate Once the meat has been served you may wish to add additional items to the plate or serving dish as per organisational requirements. Common starches include potato, rice, wheat, maize. Sauces and accompaniments The juices of the roast are called jus de rôti they are the classical sauces served with roasts and should be free of impurities and fat, and properly reduced to concentrate the flavours. If the jus de rôti is thickened, it is called jus lié. Accompaniments for roasts vary. These will be identified in Section 3.3 of this manual. These sauces and accompaniments are either served directly on the plate or in suitable serving dishes for customers to apply to their preferences. Sautéing food As mentioned in Section 1.3, sautéing is where food is tossed in a small amount of hot fat over high heat to colour the food evenly during cooking. Sauté comes from the French word sauter which means to jump. Normally the ingredients are cut into small pieces or slices to help speed up the cooking process. The coating of oil or fat on the food stops it from sticking and burning and aids in distributing heat to all the surfaces of the food. The heat transfer in this method is conduction heat is carried from the heat source to the food via the oil or fat used. One of the reasons this method of cookery is so popular is because of the intense flavours which develop. The food remains slightly crisp and a good colour on the outside, while moist inside. The crisp surface is due to the high temperature driving off the liquids in the outer layer of the food or its coating. The browning occurs when the high temperature causes any sugar in the food to caramelise. This makes the protein and starches go brown. Normally the sauté is normally finalised by using the pan s residue to make a sauce. It is a quick method of cookery which allows speed of service. Sautéing is often confused with pan-frying, in which larger pieces of food (for example, chops or steaks) are cooked quickly, and flipped onto both sides. 55

62 Element 3: Prepare and serve menu items Suitable foods for sautéing In essence, you can sauté a wide selection of food items, provided they are in small sizes. Suitable foods include: Tender food items Tougher cuts of meat can be used if they are minced or chopped finely Cuts of meat that are too lean for grilling Fish, either whole (if the fish is small), or as fillets Lobster, squid (calamari) and prawns. Extra care needs to be taken with squid because it can be extremely tough if cooked for too long Most vegetables can be sautéd as an entire process or as a means of finishing off pre-cooked foods before service Omelettes and eggs - they need to be very fresh in order to keep their shape when fried Pancakes Pre-cooked pasta and rice. Fruits, either whole, chopped or sliced. Apples, pears, bananas and pineapples are mainly used. They can be fried with or without a coating. Food items need to be of an even thickness to allow for even cooking. You may need to make suitable arrangements before coating and/or sautéing food. Ensuring that all items needed to sauté are on the gueridon Along with appropriate equipment, there is a range of items that need to be arranged including: Olive oil or clarified butter Protein item to be cooked using this process Sauce to complement the item Spirits come items, especially desserts, will be cooked in some spirit or liqueurs to not only add flavour but to add entertainment to the cooking process. Describing the items to be sautéed for guest s approval As mentioned, cooking at the table is mainly based on providing entertainment and involving the customer, so it is always best to let them know what will be happening. In addition you may wish to find out their preferences for sauces etc. 56

63 Element 3: Prepare and serve menu items Sautéing steps Following are common steps to follow when sautéing food. Place minimal amount of fat in the pan Wait until fat is hot Add protein to the pan this is the main item to be cooked Season the food Seal in hot fat to retain natural juices While the food is cooking, toss it regularly so that it cooks regularly Cook protein until it is caramelising, the protein will release when ready Turn protein over to cook the other side, if applicable Remove pan from the heat source When spirits or liqueurs are being used (when sautéing fruit or dessert items), the following steps commonly apply: Adding spirits to the pan according to recipe Flambé according to recipe Place pan back on to the heat source Add sauce to the pan Deglaze the pan juices to concentrate the flavour and colour the sauce - Often the sediments in the frying pan are deglazed with wine or sauce to make a sauce Strain the sauce Monter au beurre (work up with butter) to thicken and enrich the sauce, if desired Adjust the seasoning and serve Place sautéed item onto the plate Place starch, vegetable and appropriate garnish on plate Serve the guest their tableside items. As there is a wide range of items that can be prepared using this cooking method, appropriate garnishes and service equipment should be used. 57

64 Element 3: Prepare and serve menu items Filleting fish Ensuring that all items needed to filleting fish are on the gueridon Items that are normally needed include: Fish various types Sauce suitable sauces including tartar and soy Side items - including lemon wedges and herbs. Describing the item which will be fillet for guest s approval As many people may be unaware of the types of fish it is important that staff are able to identify the fish, its source (fresh water / salt water etc) and basic tastes. Filleting fish steps Filleting round fish Grasp the gutted fish firmly at the head, and with a sharp knife cut through the skin and flesh at the head, just behind the front fin and close to the gills, until you reach the spine. Lay the fish flat on the board and cut along the dorsal, or top, fin down to the rib cage from head to tail. Now ease the knife gently towards the tail between spine and flesh, holding it firmly against the bone. Then turn the fish over and repeat on the other side. If you are filleting a large fish, cut along the curve of the rib bones, rather than cutting through them. There should be a minimum amount of flesh left on the bone. If you intend to skin the fish, it is pointless removing the scales. When filleting fish it is far easier to grip skin that has the added thickness of the scales than to remove both scales and skin separately. Filleting flat fish Steps associated with filleting flat fish include: Lay the skinned flat on the board Make an incision down the centre of the backbone from head to tail. With the blade of the knife flat on the bone, cut gently out from the backbone towards the fins Remove the fish from the bone, using your free hand to ease back the flesh as you go. Repeat for the other half of that side Next turn the fish over and do the same on the other side There should be a minimum amount of flesh left on the bone. 58

65 Element 3: Prepare and serve menu items Cuts of fish Cut Whole Fillet Supreme Dame (cutlet) Tronçon Delice Paupiette Goujon and Goujonette Double fillet Description The head may be removed or left on according to size and type of fish This is the flesh of the fish, removed completely from the bone in one long, flat piece. Flat fish have four fillets, and round fish have two fillets A piece of fish cut slantwise from the fillet of a large, round, flat fish such as barramundi A slice of fish, cut across and through the backbone of a whole round fish A slice of fish, cut across and through the backbone of a whole flat fish A small, neatly folded fillet, usually prepared for poaching A small fillet which has been slightly flattened, (may be spread with a farce) rolled up, pinned with a toothpick and poached A fillet of fish cut into strips approximately 8 cm long by 1 cm wide, crumbed and deep fried. Goujonettes are cut smaller, approximately half the size of a Goujon Also called a butterfly fillet (boned). Two single fillets joined by the skin. Can be stuffed or opened out like a butterfly cut. Cannot be done on a flat fin fish Portion management Portion management means controlling the size or quantity of fish to be served to each customer. Customers object to being served inadequate and inconsistent sizes, especially when they pay a high price for a meal. A golden rule for any establishment should be a fair portion for a fair price. The price you pay for fish should be equivalent to the quality received. A high price should mean high quality. Good quality fish will usually yield higher portion numbers as there will be less wastage. A higher yield helps to establish sound portion control. Minimising waste By controlling waste, you can effectively increase profits. When filleting fish use the knife correctly and with the proper technique. If you don t do this you will inevitably waste flesh left on the bone and/or create damaged/unusable flesh. 59

66 Element 3: Prepare and serve menu items Serving fish Once the fish has been filleted the last steps involve: Placing fillet of fish onto the plate Placing starch, vegetable and appropriate garnish on plate Serving the guest their tableside items. Preparing salads Usually salads consist of cold preparations made from raw, cooked or blanched vegetables, served singly or in combination. Warm salads are a more modern addition to the menu. Other items (including fresh herbs, fruits, nuts, pasta, seafood, meats, cheeses and cooked eggs) may be added, as well as a wide range of sauces and garnishes. The success of every salad, regardless of type, depends on the freshness, crispness and appearance of the ingredients. The basic features of a good salad are: All ingredients must be fresh and of good quality The salad must be attractive and appetising in appearance All ingredients should be chosen and mixed so that flavours are compatible It should be simple, without elaborate garnishes The ingredients for a salad should be chosen to contrast with other food being served, with respect to flavour and colour. Types of salads Cucumber salad Dress slices of peeled cucumber in a salad bowl and surround with a few leaves of lettuce Sprinkle with chopped parsley and serve vinaigrette dressing separately. Tomato salad Select nicely shaped, firm, red tomatoes, removes the eyes, then blanch and skin them Cut into slices, then arrange, neatly overlapping in a salad bowl Sprinkle with a little chopped onion and chives Sprinkle with chopped parsley, surround with a few leaves of lettuce, and serve with separate vinaigrette dressing. 60

67 Element 3: Prepare and serve menu items Green salad This salad is composed of any green salad vegetables (such as lettuce, Cos lettuce, chicory, Belgian endive, watercress, mustard and cress, young spinach leaves). Serve a vinaigrette dressing separately or dress immediately prior to service. A few nice leaves of fresh basil, coriander, salad burnet or chervil can make an interesting addition. Caesar salad This salad comprises romaine lettuce and croutons dressed with parmesan cheese, lemon juice, olive oil, egg, Worcestershire sauce, garlic, and black pepper. This salad is commonly prepared table side. Ensuring that all items needed to prepare tableside salad are on the gueridon Again, depending on the type of salad to be prepared a range of ingredients may include: Lettuce and other vegetables Other ingredients including meats, seafood and eggs Seeds and nuts Oil, vinegar cruet and salad dressings Lemons Herbs. Describing the item which will be prepared table side for guest s approval Due to the nature of salads, there is more flexibility and options when choosing items for inclusion in salads. Whilst some salads have pre-determined ingredients, others may be selected by the customer at the table. By explaining the salad making process and items for inclusion with customers, salads can be tailor made to each customer. Preparing salads Most salads can be suitably dressed and presented in glass, china or wooden bowls. When preparing salads, care should be given to the following points: All raw ingredients should be fresh and of impeccable quality All leaf salad vegetables should be carefully trimmed of discoloured or damaged leaves and roots, them washed in cold water, drained and dried thoroughly Remove any tough or wilted spots Large salad leaves are best if carefully torn into manageable sized pieces Vegetables, whether raw or cooked, should be cut as evenly and neatly as possible Store in a covered and cool environment Season the bowl according to recipe 61

68 Element 3: Prepare and serve menu items Place ingredients in the bowl according to recipe Salads comprising raw, green salad leaves should be dressed and mixed at the last possible minute. See below for more information relating to dressings Portioning ingredients onto appropriate crockery Serving the guest their tableside items. Serving cheese Describing the cheese which will be prepared table side for guest s approval As there may be a large selection of cheeses and accompaniments on offer to customers, staff must be able to describe the different types of cheeses including flavours and textures. In some cases staff may be required to recommend suitable wines to accompany the cheeses. Serving cheese The following steps are appropriate for serving cheese to customers: Remove most cheeses from the refrigerator at least 30 minutes before serving to allow them to come to room temperature For whole wheels and large wedges, cut only what you expect to use and return the remainder to the refrigerator Cut cheese according to menu including wedges, slices or rounds To cut a wedge of cheese from a wheel, use a large knife dipped in hot water and wiped Slice the cheese rind or wax first and then gently rock the knife from front-to-back, applying pressure to evenly cut through the body of the cheese Make swift and accurate movements Remove rind or wax covering if required Portioning cheese according to menu items Ensuring that edges of cheese sections are smooth Minimising waste For serving, whilst cheese knives are suitable to serve hard cheeses. A butter knife can be used for softer cheeses. Marinated cheeses in oil can be served with a small fork or spoon Placing cheese on appropriate crockery Add suitable accompaniments Serving the guest their tableside items Remember to provide a separate cheese knife or utensil for each cheese Encourage guests not to mix the knives to avoid mixing cheese flavours. 62

69 Element 3: Prepare and serve menu items After cheese has been served, it is not uncommon that you may need to provide additional plates and knives and to replenish crackers, breads or other accompaniments. Serving desserts Desserts are served after the main course and also known as sweets. There are many types of desserts that can be provided to customers after the completion of their meals. In some properties a separate menu is used for desserts. They can be either hot or cold. Many are served with sauces. Many desserts are either promoted table side on trolleys designed to entice people, or prepared and/or served in the view of customers. There is a wide range of preparation; cooking or service methods may be used. Some are suitable for service at the table including: Slicing of cakes and flans Serving of muffins and individual pies Scooping of ice-cream Lighting of bombes Cooking of crepes and omelettes. Ensuring that all items needed to prepare tableside desserts are on the gueridon Common items used in the serving of table side desserts include: Butter used to cook items Sugar which becomes caramel upon cooking Spirits and liqueurs to add to flambé Fruit as an accompanying item or to make sauce or coulis Creams, icing sugar and ice-cream to accompany dish Sauces whether citrus or sweet to accompany dish. 63

70 Element 3: Prepare and serve menu items Flambé steps Preparing items for inclusion Turning on heat source to heat copper pan Placing butter and sugar in the pan Caramelising butter and sugar Adding ingredients Removing pan from the heat source Adding spirits or liqueur to the pan according to recipe Flambéing according to recipe Placing pan back on the heat source Placing tableside dessert item onto the plate Adding suitable sauce, accompaniments and garnish and serve. This section has explored the different procedures and techniques associated with gueridon service of food. The various accompaniments to these meals will be discussed in Section 3.3 of this manual. 64

71 Element 3: Prepare and serve menu items 3.2 Prepare and serve a range of beverage menu items using the gueridon Introduction Whilst most gueridon operation mainly concentrate on the preparation of food items, it should be forgotten the importance of gueridon service in the provision of beverages, both alcoholic and non-alcoholic. Given that most customers will have some type of beverage to accompany a meal, there are many beverages that can be promoted and served through gueridon service to help improve the dining experience. In this section, we will explore a range of common beverages served in order of their sequence in the dining cycle. Preparing cocktails Not all premises offer cocktails through gueridon service. Many venues believe there is no call for them, too hard to prepare at the table or that they are too expensive to sell to their client base. Other bars will feature an extensive cocktail list. To offer an extensive cocktail list can be expensive for the property (in terms of raw materials, equipment and skilled staff) so many places do not actively promote anything other than the very basic cocktails. There are five different methods to making a cocktail: Shaken The ingredients are placed into a cocktail shaker, shaken and then strained into a glass. Examples of shaken cocktails include: Between the Sheets Brandy Alexander Daiquiri Golden Dream. Blended Ingredients are placed into a blender and blended. Examples of blended cocktails include: Pina Colada Frozen Daiquiri Margarita. 65

72 Element 3: Prepare and serve menu items Built These are simply mixed in the glass in which they will be served. They include floating liqueur on top of the built drink. Examples include: Stirred Harvey Wallbanger Singapore Sling Rusty nail Tequila Sunrise. The ingredients are placed into a mixing glass (called a bar glass ) and stirred together with ice and then strained into the glass in which they are served. Examples include: Martini Gibson Cosmopolitan. Layered These are built in the glass they are served in (a liqueur) glass. They are also known as pousse cafés. The intention is that the drinker sips one layer at a time, enjoying the different tastes that the cocktail presents. Examples include: B52 Oil Slick Traffic Lights. Serving fortified wines Fortified wines are base wines which are strengthened or fortified by the addition of grape spirit or brandy. The standard industry size serve for a fortified wine is 60 ml. Fortified wines include: Sherries Served as an aperitif/pre-dinner drink, sherries are available in: Dry which is often kept under refrigeration and served chilled Medium Sweet Cream. 66

73 Element 3: Prepare and serve menu items Vermouth Vermouth is a white wine that has been infused with various herbs, spices, flowers, fruits etc. It is available in red (rosso) often referred to as Italian, or white (bianco) which is also referred to as French. It is used (or mixed) as a pre-dinner drink. Ports Ports are an after-dinner drink: serve size is 60 ml. Different types of port include: White port Ruby port Tawny port Vintage port Liqueur port. Muscat Muscat is an after-dinner drink: serve size = 60 ml. The name can refer to either grapes, or to the wine they make. Tokay Tokay is an after-dinner drink: serve size = 60 ml. Cognac The most famous brandy is Cognac made in the Cognac region of France. When drinking cognac, a nip is poured into a balloon glass of moderate size. The hand is cupped around the balloon and the cognac gently swirled, warming it and releasing its bouquet. Preparing liqueur coffees Another popular after-dinner drink is the range of liqueur/spirit coffees. The main difference between liqueur coffees and spirit coffees, is that liqueur coffees don t have added sugar (the liqueur itself is sweet enough), but spirit coffees have sugar added. Method for preparation is: Ready the glass or mug that the coffee will be served in Prepare good-quality, strong, black coffee Put 30 ml of the required spirit or liqueur into the glass/mug Add sugar if required sugar is optional Pour in coffee stir to disperse liquor and/or melt sugar Float fresh cream on top - shaking the cream in a cocktail shaker and then pouring it into the face of a spoon which is held on top of the coffee will stop the cream sinking to the bottom of the mug and then rising back to the surface Serve immediately to establishment standard perhaps on a doilied saucer with teaspoon, after-dinner mint, and serviette. 67

74 Element 3: Prepare and serve menu items 3.3 Prepare accompaniments to accompany a range of menu items using the gueridon Introduction There are endless accompaniments that can be served with food and beverage items, whether prepared through gueridon service, or any style of service for that matter. Most menu items will have traditional accompaniments that compliment or contrast tastes, textures and colours. What has becoming an ever increasing trend, is to provide new and exciting accompaniments to provide an exciting and refreshing approach to menu items. In this section we will focus on more traditional accompaniments. Roast accompaniments There are a large number of accompaniments that can be served with roasted meats. In section 3.1 different sauces, jus and gravies were identified which are also commonly served with roasted meats and vegetables. Following is a list of common accompaniments. Roast lamb - Mint sauce and gravy Roast mutton - Onion sauce and gravy Roast pork - Sage and onion stuffing, apple sauce and gravy Roast veal - Thyme, lemon and parsley stuffing and gravy Roast beef - Yorkshire pudding, horseradish sauce and gravy Roast chicken - Thyme, lemon and parsley stuffing and gravy Roast duck - Sage and onion stuffing, apple sauce and gravy Roast turkey - Chestnut or parsley stuffing, bread sauce, gravy, cranberry sauce/jelly Roast game - Cranberry sauce. Roasted meats are normally served with: Roasted vegetables including potato, pumpkin and carrots Steamed vegetables including cauliflower and broccoli. 68

75 Element 3: Prepare and serve menu items Seafood accompaniments Common accompaniments to fish and other seafood items include: Lemon wedges or slices Tartare sauce Chilli Sauce Tabasco sauce Mayonnaise Dill Parsley Salsa. Seafood is normally served with: Rice Potatoes normally French fries Salad. Salad accompaniments Salad dressings Some form of dressing is commonly served with salad. Salads are usually served with a dressing to combine the ingredients, to add flavour and to lubricate. The two main dressings are vinaigrette (French dressing) and mayonnaise, but there are many others. Vinaigrette is a mixture of oil, vinegar, salt and pepper. As a general rule of thumb, the recommended ratio of oil to vinegar is 2 parts oil to 1 part vinegar. A variety of herbs may be added. Staff may provide serving portions of additional dressing which customers can add to suit their preferences. Salad is normally served with: Bread sticks, croutons, toasted An accompaniment to a meat. 69

76 Element 3: Prepare and serve menu items Desserts accompaniments Desserts are normally served with: Sauces hot or cold Coulis pureed fruit Fruit Ice cream Yoghurt Cream fresh, whipped, clotted Custard. Cheese accompaniments Cheeses are normally served with: Nuts various types Dried fruit various types Fresh fruit including grapes Other accompaniments - including olives, pate, dips, cured meats, pickled vegetables and/or crudités (vegetable sticks) Crackers including bread, rolls, toast and bread sticks Appropriate wines, tokays, muscats and ports. 70

77 Element 3: Prepare and serve menu items 3.4 Involve and entertain guests as part of the gueridon service experience Introduction A major reason for introducing gueridon service in an establishment is to enhance the customer dining experience. The best way to do this is include and interact with the customer. If we didn t want to include the customer in the experience, it would certainly be easier, cheaper and more convenient to prepare menu items in kitchens or bars and simply bringing the completed item to the table. So how can we involve, interact and entertain customers? There are a number of ways to involve and entertain guests as part of the service experience. Naturally the selection of energetic staff who are able to converse and interact with customers is essential in the process. This is not as easy as it seems. Explain the process One of the best ways to involve the customers is to give them background information about how their meal will be created. This allows them to understand the journey that will be taken. Often customers are fascinated as to how to create dishes that they may not have seen before. Obviously they will be able to see what takes place in front of them, but you may need to explain what has taken place in the kitchen or during preparation to give them the big picture. In many cases the customer may wish to replicate the dish at home for friends, so any helpful information they can get is certainly helpful and appreciated. For customers it is not just how dishes are made a certain way, it is why ingredients are added, or a cooking style selected that is of interest. Processes that you may wish to explain include: Preparation process Cooking process Choice of ingredients Where ingredients can be sourced Culinary terms customers may not be aware of Cooking styles used Service options available. 71

78 Element 3: Prepare and serve menu items Telling the history of gueridon service Many people may not have experienced gueridon service in the past and may be intrigued by its history. By undertaking a little bit of research servers can provide a basic yet informative history or gueridon service itself, such as: A Gueridon was a piece of furniture that was found in French homes, similar to what we might call a sideboard. This would be positioned in the dining room of a home and would hold most of the equipment used at the table, i.e. crockery, cutlery, glassware etc. Gueridon service was originally known as Russian Service and involved serving large joints of meat, poultry, game and fish. This food would be displayed on a sideboard or side table, then carved or portioned by service staff allowing guest to have as much or little as they wished. During the nineteenth century Gueridon service became more popular especially in the more up-market establishments. By the turn of the century Gueridon was an established part of fine dining. The picture of this historic gueridon is taken from Wikipedia which also states: It is a c gueridon by French-born American cabinetmaker Charles-Honoré Lannuier. It is located in the Red Room of the White House. Telling of the history of the dish being prepared Most dishes have a story to accompany them which is of interest to the customer. Given that most dishes selected for gueridon service are either native to the local area or global classics, many customers, whilst being familiar with the dish itself, may not know of its origins. Providing a history of a dish is a great way to interact with the customer. Advising guests of the alternatives available within the recipe for the dish being prepared Given that the dish will be prepared in front of the guest, it allows for the customer to be involved and make decisions about aspects of the preparation or cooking process. There may be a number of options in terms of ingredients, style of cooking, degree of doneness and sauces, to name a few, in which customers are able to select from. 72

79 Element 3: Prepare and serve menu items Seeking guest preferences and making suggestions for dish variations As mentioned above, where options exist, the server should try to identify the customer s preferences and tastes to help tailor make a menu item in which they will enjoy. This is the greatest way to provide personalised service, which is often not available to the same extent in commercial kitchen operations, which generally cater to the tastes of the mainstream. Allowing guests to sample products The best form of interaction and promotion is to enable the customer to sample a menu item. This may be done before the item is selected by the customer in an effort to entice them to make a purchase. In addition it may be during the cooking process to get their comments and allow them to make changes including adding or substituting ingredients or spices to suit their preferences. In addition, customers may want to taste ingredients that are foreign to them, before they are included in the preparation or cooking process. Provision of showmanship Gueridon service is often associated with theatrics. As part of the show servers should try to think of creative and visually stimulating ways in which to prepare menu items. This could relate t the way ingredients are cut and shaped, how it is cooked or presented on a plate. One great example of this is through the use of flambé. Even the simple art of creative decorative garnishes can make the customer happy. 73

80 Element 3: Prepare and serve menu items 3.5 Present finished menu items for service in a professional and attractive manner Introduction The actual food and beverages that the guests consume is only part of the total dining experience. The service of those items is another vital part of the experience. It is no point spending valuable time and effort preparing a meal if it does not look visual appealing to the customer. Whilst the presenting of finished menu items may appear simple enough, its importance cannot be understated. It is often the service provided to guests that separates one venue from another and is the determining factor about whether or not those people will return and tell their friends about us. It is not just about handing over a plate of food or a beverage but to ensure the customer has everything they require to enjoy the meal, be it cutlery, condiments or additional sauces. Key points when serving food and beverage There are a number of key points to remember when serving food and beverage to customers, including: Do it quickly without giving the guest they are being rushed or you are in a hurry Do it professionally serve the correct items to the correct diners, be polite, identify items as they are served, communicate and interact with guests, smile, answer any questions that are asked, check that the items presented are acceptable to the guests Ensure the hygienic presentation of completed items ensure the plate is clean and there are no potential hazards that should not be present on the dish such as hair When serving more than one person ensure consistency in neatness, balance, and serve sizes Ensure the use of correct service wear, cutlery and glassware. Serving food Once all the necessary plate items and accompaniments are prepared they must be served to the customer. When placing a dish in front of the guest, make sure the dish is placed down so the main item on the dish, whether the steak, the slices of meat, the piece of fish, the chicken breast, is closest to the guest at the 4 o clock 8 o clock position. Where a steak such as a porterhouse is being served, the server should present the steak on the plate with the fat toward the centre of the plate, and not facing the guest so they have to cut through the fat/gristle to get to the meat. 74

81 Element 3: Prepare and serve menu items Even though the customer will have seen the menu item being presented it is usual practice to announce each guest to confirm that each diner is receiving what they ordered for example, The Grand T-Bone, rare with extra chips. Enjoy! If more than one dish is being served or where dishes are being shared they should be placed in a manner that allows access by the greatest number of customers. Also, in this case, it is essential that adequate service cutlery is provided and all customers have crockery in which to place their selections. Place the dishes onto the table in such as way that the noise made by contact with the table is minimised. Place all sauce containers or accompaniments that have not already been added to the plate in a location which can be accessed by all customers. Ensure there is sufficient quantity for all customers. You may need to replenish. It is important to check that the customer has the entire necessary cutlery to eat their meal. Serving beverages There are a number of points to note when serving drinks. Given that most customers are right handed, always place the beverage to the right of the seated customer, unless this is obviously impossible. Service staff should handle glassware by the base or the stem - never handle glasses by their rims and never put fingers in the glasses. All drinks should be announced when being placed in front of the guest - this provides an element of customer service as well as providing the guest with an opportunity to check that they are being served the drink they ordered. Excuse me sir, your dry martini. Thank you. It is also important to use coasters or napkins under drinks when and where required. 75

82 Element 3: Prepare and serve menu items Ensuring adequate items Once all food and beverage items have been placed on the table it is time to view all aspects of the table and see if the customers have everything that they desire. This may be related to the meal itself or the need for additional items or for un-required or dirty items to be removed. The service of additional items should be in accord with normal service practices there should not be a lesser standard of service simply because the items are additional. Items may include the service of condiments and side dishes such as: Tomato sauce Tabasco sauce Mustards Tartare sauce More butter More bread or rolls Side salad Bowl of chips Onion rings. Some additional equipment items that may need to be provided can include: Extra cutlery to replace items that guests may have dropped on the floor Extra crockery Extra glassware More serviettes A finger bowl A scrap bowl depending on the menu item being served. Quite often it is wise for service staff to wait until all customers have been given their meals and have applied appropriate accompaniments. In many cases, it may be wise to replenish sauces to ensure customers have adequate amounts for their meal. Just to be safe it is always wise to ask customers if they need anything else before leaving the table. 76

83 Element 3: Prepare and serve menu items Offering additional food and beverage Throughout the meal the opportunity arises to offer additional food and beverages. Selling additional items is what the employer expects you to do, and providing these items can also meet customer expectations in terms of service needs. Offering and providing additional items that are not being sold is part of the service provision that creates customer satisfaction and meets expectations in terms of high levels of service delivery. Checking customer satisfaction All service staff must monitor patrons for signs of dissatisfaction. This means keeping alert for non-verbal cues that indicate displeasure, and listening for negative comments that can be over-heard. Checking customer satisfaction must apply to both food and beverages. When a meal has been served to the customer, it is important for service staff to revisit the table a few minutes later to check that the meals are to the customer s satisfaction. This is commonly known as the three-minute check. It involves approaching the table approximately 3 minutes after the last meal was placed on the table and making an enquiry along the lines of Is everything to your satisfaction? or How are your meals? It is assumed that after three minutes, a customer will know if they are satisfied with their food. If they are dissatisfied, then they can tell waiting staff and a course of action can be set in place to rectify the problem. Remember, if you are going to ask guests whether or not they are satisfied, you have to be prepared for those who tell you they aren t! Don t treat these guests as complainers, but view the situation as an opportunity to turn a problem into a positive service experience: listen to their complaint, apologise and act quickly to fix the problem. Problems may include: The steak is tough The meal is cold or not cooked as ordered Special requests have not been met. When you replace the problem meal, apologise again and implement another threeminute check to ensure that the replacement meal is to the guest s satisfaction. Thank and leave Once it is determined that all customers are happy it is now time to thank them and then remove the trolley to the appropriate location as to not disturb the customers as they enjoy their meals. 77

84 Element 3: Prepare and serve menu items 3.6 Clear and clean trolleys and other gueridon equipment and utensils on completion of the provision of gueridon service Introduction Now that all food and beverage items prepared through gueridon service have been completed it is now time to remove the trolley from the customer table and to prepare it for upcoming service. The nature of the cleaning may vary depending on the use of the trolley and time permitting. Quite often detailed cleaning will take place at the end of the shift. This does not mean however that trolleys must be left in a dirty and unhygienic manner. Even if a detailed clean is not taking place, there are some logical procedures that must be followed. Remove trolley The first step is to remove the trolley to an appropriate location, preferably in the kitchen. Not only does this take the used trolley out of view of customer, it frees up space in the dining environment, whilst allowing ease of clearing, cleaning and replenishing. If this is not possible, at times it may be required to place trolleys in unused sections of the dining area with napkins placed over used sections. Clear trolley and items The next step is to clear all used items off the gueridon trolley. This may include used pans, utensils, plates, food containers and glass ware to name but a few items. You may or may not be required to clean dishes, glasses and other items used as part of as part of the gueridon service process. Some businesses will simply ask you to carry the used items back to either the kitchen or bar and off-load them for dedicated kitchen or stewarding staff to undertake the cleaning tasks. Some premises will require you to simply clear and off-load used items. Other properties will require you to undertake the entire cleaning process for crockery, cutlery, glassware etc The key is to remove any item that has been used or needs to be replenished for the next service cycle. 78

85 Element 3: Prepare and serve menu items Store unused perishables There will be many items that will not be used, which does not need to be thrown away. By carefully identifying and storing unused items, an organisation can save a lot of money. In many cases there are unused items that can be reused. These include Sugar, salt and pepper packets Napkins Sealed condiments Decorations Garnishes. In addition unused cutlery, crockery and other service items may be reused without recleaning. Each organisation will have their own policies and procedures in relation to the treatment of unused items being removed from used gueridon trolleys. Dispose of leftover food At the end of each gueridon session and at the end of trade you may be required to dispose leftover food and other items used during service. Naturally this is essential from a visual and hygienic point of view, as customers do not want to see items that have been prepared for the last customer. Correctly disposing of these items helps to maintain food safety and the operational effectiveness of the property Whenever food handlers handle rubbish, it is a legal requirement that they wash their hands properly before handling food or food items/utensils again. Reusing items In terms the requirements of safe food handling no food or beverages that are returned from a guest can be re-used they must all be thrown out. Food that is left over in terms of portion controlled butters, sugar etc can be re-used providing the package has not been damaged, it looks presentable and (for high risk food) has not been stored in the Temperature Danger Zone for longer than 4 hours. Butters and dairy products must be stored under refrigeration at 5ºC or below. Cooking oils and proprietary sauces in the bottle can also be re-used providing the bottle, neck and cap are cleaned. Salt and pepper in shakers can also be re-used. 79

86 Element 3: Prepare and serve menu items Clean trolley As previously mentioned, there are various pieces of equipment and different service items that must be prepared, cleaned, maintained and attended to before and during a shift. At the end of the shift, specific and regular tasks may be required. These pieces of gueridon equipment and items may need to be: Cleaned and left out ready for the next shift Cleaned and stored away ready for use some time in the future Turning off specified electrical items or adjusting them in-line with house requirements. All gueridon equipment and items must be cleaned in accordance with manufacturer s instructions. Refer to these instructions for specific directions in every instance. Regardless of whether cooking has taken place or not, special attention must be given to ensure all visible traces of food have been removed from all surfaces of the trolley. Replenish trolley Once the trolley is clean it is now time to replenish the trolley with all items that will be required for the next service cycle. There are many items that need to be replenished on a gueridon trolley. These items have been identified in Section 1.5 of this manual. Store trolley The last step is to store the gueridon trolley in the appropriate location, depending on establishment guidelines. All storage must occur in accordance with establishment standards which may include: Ensuring staff and equipment safety in accordance with identified risk management procedures and OHS responsibilities Ensuring all items are cleaned before storage no item should be stored in an unclean condition. This can attract pests, delay the use of the item when it is needed, make it harder to clean at a later date Ensuring that food-related items are protected from contamination Ensure any gas supply is turned off or removed Making sure items are returned to their nominated locations so that other staff will know where they are when these items are needed Checking individual items as part of the storage process - where you identify an item that is unsafe, not working properly or is damaged, you should notify your supervisor. 80

87 Element 3: Prepare and serve menu items Work Projects It is a requirement of this Unit you complete Work Projects as advised by your Trainer. You must submit documentation, suitable evidence or other relevant proof of completion of the project to your Trainer by the agreed date. 3.1 To fulfil the requirements of this Work Project you are asked to identify procedures associated with preparing and serving a range of food menu items using the gueridon including: Carving meat Sautéing food Filleting fish Preparing salads Serving cheese Serving desserts To fulfil the requirements of this Work Project you are asked to identify procedures associated with preparing and serving a range of beverage menu items using the gueridon including: Preparing cocktails Serving fortified wines Preparing liqueur coffees To fulfil the requirements of this Work Project you are asked to research and identify common accompaniments to gueridon dishes including: Roast accompaniments Seafood accompaniments Salad accompaniments Desserts accompaniments Cheese accompaniments To fulfil the requirements of this Work Project you are asked to research and identify how to involve and entertain guests as part of the gueridon service experience. 3.5 To fulfil the requirements of this Work Project you are asked to research and identify key steps required to present finished menu items for service. 3.6 To fulfil the requirements of this Work Project you are asked to research and identify tasks associated with the Clear and clean of trolleys and other gueridon equipment and utensils on completion of service. 81

88 Element 3: Prepare and serve menu items Summary Prepare and serve menu items Prepare and serve a range of food menu items using the gueridon Carving meat Sautéing food Filleting fish Preparing salads Serving cheese Serving desserts. Prepare and serve a range of beverage menu items using the gueridon Preparing cocktails Serving fortified wines Preparing liqueur coffees. Prepare accompaniments to accompany a range of menu items using the gueridon Roast accompaniments Seafood accompaniments Salad accompaniments Desserts accompaniments Cheese accompaniments. Involve and entertain guests as part of the gueridon service experience Explain the process Telling the history of gueridon service Telling of the history of the dish being prepared Advising guests of the alternatives available within the recipe for the dish being prepared Seeking guest preferences and making suggestions for dish variations Allowing guests to sample products Provision of showmanship. Present finished menu items for service in a professional and attractive manner Key points when serving food and beverage Serving food Serving beverages Ensuring adequate items Offering additional food and beverage Checking customer satisfaction Thank and leave. 82

89 Element 3: Prepare and serve menu items Clear and clean trolleys and other gueridon equipment and utensils on completion of the provision of gueridon service Remove trolley Clear trolley and items Store unused perishables Dispose of leftover food Reusing items Clean trolley Replenish trolley Store trolley. 83

90 Element 3: Prepare and serve menu items 84

91 Presentation of written work Presentation of written work 1. Introduction It is important for students to present carefully prepared written work. Written presentation in industry must be professional in appearance and accurate in content. If students develop good writing skills whilst studying, they are able to easily transfer those skills to the workplace. 2. Style Plan ahead Be clear and concise Answer the question Students should write in a style that is simple and concise. Short sentences and paragraphs are easier to read and understand. It helps to write a plan and at least one draft of the written work so that the final product will be well organised. The points presented will then follow a logical sequence and be relevant. Students should frequently refer to the question asked, to keep on track. Teachers recognise and are critical of work that does not answer the question, or is padded with irrelevant material. In summary, remember to: Proofread the final draft. 3. Presenting Written Work Types of written work Students may be asked to write: Short and long reports Essays Records of interviews Questionnaires Business letters Resumes. Format All written work should be presented on A4 paper, single-sided with a left-hand margin. If work is word-processed, one-and-a-half or double spacing should be used. Handwritten work must be legible and should also be well spaced to allow for ease of reading. New paragraphs should not be indented but should be separated by a space. Pages must be numbered. If headings are also to be numbered, students should use a logical and sequential system of numbering. 85

92 Presentation of written work Cover Sheet All written work should be submitted with a cover sheet stapled to the front that contains: The student s name and student number The name of the class/unit The due date of the work The title of the work The teacher s name A signed declaration that the work does not involve plagiarism. Keeping a Copy Students must keep a copy of the written work in case it is lost. This rarely happens but it can be disastrous if a copy has not been kept. Inclusive language This means language that includes every section of the population. For instance, if a student were to write A nurse is responsible for the patients in her care at all times it would be implying that all nurses are female and would be excluding male nurses. Examples of appropriate language are shown on the right: Mankind Barman/maid Host/hostess Waiter/waitress Humankind Bar attendant Host Waiter or waiting staff 86

93 Recommended reading Recommended reading Arduser, Lora and Brown, Douglas R; 2004 (1st edition); The Waiter & Waitress and Waitstaff Training Handbook: A Complete Guide to the Proper Steps in Service for Food & Beverage Employees; Atlantic Publishing Group Inc Dahmer, Sondra & Kahl, Kurt; 2008 (2nd edition); Restaurant Service Basics; Wiley Davidoff, Donald M; 1993 (1st edition); Contact: Customer Service in the Hospitality and Tourism Industry; Prentice Hall Ford, Robert; 1999 (1st edition); Managing the Guest Experience in Hospitality; Delmar Cengage Learning Fuller, John; 1980 (1st edition); Gueridon and Lamp Cookery; Hutchinson Johnston, R & Clark G, 2008 (3rd Edition); Service Operations Management; Pearson Education Johnson, Hugh; 2007 (6th edition); World Atlas of Wine; MITCH Katsigris, Costas; 2012 (5th edition); The Bar and Beverage Book; Wiley Kotschevar, Lendal & Luciani, Valentino; 2006 (2nd edition); Presenting Service: The Ultimate Guide for the Foodservice Professional; Wiley Lillicrap, Dennis & Cousins, John; 2010 (1st edition); Essential Food and Beverage Service: Levels 1 & 2; Hodder Arnold Martin, William B: 2001 (1st edition); Quality Service: What Every Hospitality Manager Needs to Know; Prentice Hall Regan, Gary; 2003 (1st edition); The Joy of Mixology: The Consummate Guide to the Bartender's Craft; Clarkson Potter Walker, John R; 2008 (5th Edition); Introduction to Hospitality; Prentice Hall Zeithaml, Valarie A; 2009 (1st edition); Delivering Quality Service; Free Press William Angliss Institute, Australia Educational Manuals SITHCCC005A Use basic methods of cookery SITHCCC001A Organise and Prepare Food SITHCCC002A Present Food SITHFAB011A Develop and update F&B knowledge SITHFAB004A Provide F&B service SITHFAB013A Provide specialist advice on food. 87

94 Recommended reading 88

95 Trainee evaluation sheet Trainee evaluation sheet The following statements are about the competency you have just completed. Please tick the appropriate box Agree Don t Know Do Not Agree Does Not Apply There was too much in this competency to cover without rushing Most of the competency seemed relevant to me The competency was at the right level for me I got enough help from my trainer The amount of activities was sufficient The competency allowed me to use my own initiative My training was well-organised My trainer had time to answer my questions I understood how I was going to be assessed I was given enough time to practice My trainer feedback was useful Enough equipment was available and it worked well The activities were too hard for me 89

96 Trainee evaluation sheet The best things about this unit were: The worst things about this unit were: The things you should change in this unit are: 90

97

98