promote food and beverage products

8/17/2019 promote food and beverage products

1/101

COMPETENCY - BASED

LEARNING MATERIAL

Sector

TOURISM

Qualification Title

FOOD & BEVERAGE SERVICES NCII

Unit of Competency

PROMOTE FOOD AND BEVERAGE

PRODUCTS

Module Title

PROMOTING FOOD & BEVERAGE PRODUCTS

POLYTECHNIC COLLEGE OF DAVAO DEL SUR, INC.

Mac Arthur Highway, Brgy. Kiagot, Digos City


2/101

HOW TO USE THIS COMPETENCY BASED LEARNING MATERIAL

Welcome to the module in FOOD AND BEVERAGE SERVICES NCII

QUALIFICATION. This module contains training materials and activities for you tocomplete.

The unit of competency “PROMOTE FOOD & BEVERAGE PRODUCTS”

contains knowledge, skills and attitude required for TRAI!!".

#ou are required to go through, a series of learning activities in order to

complete each learning outcome of the module. In each learning outcome are

Informa!on S"##$ S#%fC"#'()$ Ta)( S"##) an* +o, S"##)- Then follow these

activities on your own. If you have questions, don$t hesitate to ask your facilitator for

assistance.

The goal of this course is the development of practical skills in supervising

work%&ased training. Tools in planning, monitoring and evaluation of work%&ased

training shall &e prepared during the workshop to support in the implementation of the

training program.

This module is prepared to help you achieve the required competency, in

.FOOD AND BEVERAGE SERVICE NCII”-

This will &e the source of information for you to acquire knowledge and skills in

this particular competency independently and at your own pace, with minimum

supervision or help from your facilitator.

R#m#m,#r o/

• Work through all the information and complete the activities in each section.

• Read information sheets and complete the self%check. Answer keys are

included in this package to allow immediate feed&ack. Answering the self%

check will help you acquire the knowledge content of this competency.

• 'erform the task sheets and (o& sheets until you are confident that your output

conforms to the performance criteria checklist that follows the sheets.

• "u&mit outputs of the task sheets and (o& sheets to your facilitator for

evaluation and recording in the Accomplishment )hart. *utputs shall serve as

your portfolio during the institutional competency evaluation.

A '#r!f!'a# of a'"!#0#m#n will &e awarded to you after passing the evaluation.

#ou must pass the institutional competency evaluation for this competency &efore

moving to another competency.


3/101


4/101

MODULE CONTENT

Qualification : FOOD & BEVERAGE SERVICES NCII

Unit of Competency : PROMOTE FOOD AND BEVERAGE

PRODUCTS

Module Title : Promoting Food And Beverage Products

MODULE DESCRIPTOR:

This unit deals with the knowledge and skills required in providing advice to customers

on food and beverage products in foodservice enterprises.

NOMINAL DURATION: 50 Hours

LEARNING OUTCOMES:

At the end of this module you MUST be able to:

LO 8!o9 "%# (rou)"

LO2 U!#r":# Su#"# S#//!


5/101

LO3 Crr* ou" u(#//! "r"##

L#r!! Ou")o'# ; 8!o9 "%# (rou)"

)*T!T+

1.Menu familiarization

2.Types of Menus

3.Food pairing

4.Beverage pairing

5.Suggestive selling techniques and principles

6.Upselling techniques

7.Food allergens

A""!""!T )RIT!RIA+

1.Names and pronunciations of dishes in the menu are mastered.

2.Ingredients of dishes are memorized.

3.Sauces and accompaniments are known by heart.

4.Descriptions and of every item in the menu are studied.

5.Common food allergens are mastered to prevent serious health consequences.


6/101

)*-ITI*"+

"tudent trainee must &e provided with the following+

Food Information

• Cooking method

• Serving portions

• Tastes and avors

• Ingredients including food allergens

• Cooking time

• Side dishes

!T/*-*0*1# A""!""!T !T/*-+

odular 2self%paced3 Interview 2oral questionnaire3

!lectronic learning *&servation

Industry Immersion -emonstration of 'ractical "kills

4ilm viewing Written e5amination

-emonstration

-iscussion

L#r!! E THE PRODUCT

Learning Activities Special Instructions


7/101

R#a*+ Information "heet 6.7%7

An)1#r/ "elf )heck 6.7%7

P#rform/ Task "heet 6.7%7

This 0earning *utcome deals with the development

of the Institutional )ompetency !valuation Tool

which trainers use in evaluating their trainees after

finishing a competency of the qualification.

1o through the learning activities outlined for you on

the left column to gain the necessary information or

knowledge &efore doing the tasks to practice on

performing the requirements of the evaluation tool.

The output of this 0* is a complete Institutional

)ompetency !valuation 'ackage for one

)ompetency of Foo* an* B#0#ra2# S#r0!'#) NCII.

#our output shall serve as one of your portfolio for

your Institutional )ompetency !valuation for

Promo# foo* an* ,#0#ra2# 3ro*4')-

4eel free to show your outputs to your trainer as youaccomplish them for guidance and evaluation.

This 0earning *utcome deals with the development

of the Institutional )ompetency !valuation Tool

which trainers use in evaluating their trainees after

finishing a competency of the qualification.

1o through the learning activities outlined for you on

the left column to gain the necessary information or

knowledge &efore doing the tasks to practice on

performing the requirements of the evaluation tool.

After doing all the activities for this 0*7+ 8!o9 "%#

(rou)"8 you are ready to proceed to the ne5t 0*9+

U!#r":# u#"# #//!-


8/101

Definition of Terms

Term Explanation

Room Service The service of food and beverage items in Guests rooms by designated roomservice waiter. Also called In room dining

Menu A range of food items offered for service usually written and including prices

Complimentary Items served without charge

Amenities Items supplied by the venue for the guests consumption such as pens,notepads, matches etc

Supplies Items supplied by the venue for the guests use while occupying the room for

example bathrobes, drinking glasses, cups and saucers

Mini Bar Beverage and snack food items set up within a guest room for their use on a pay as consumed basis

Compendium andbook or folder hard copy or electronic which contains information aboutthe venue including the !oom service "enu

Conciere #upervisor in charge of porters and responsible for a wide range of guestservices

Day use room !oom used between $ % &.for meetings

!uest "olio or Account A record of all financial transactions between the Guest and the venue during

the guests stay

!uest #ro$ile A record of the guests personal details including food preferences andallergies

%onour System A system of relying on the Guest to record consumption of chargeable itemsin their room including "ini Bar, to be added to their room account

%ouse&eepin The department that is responsible for the cleanliness of a Guest room duringtheir stay

#orter !esponsible for luggage management ,'alet parking and Guest services suchas visitor information

Mar&et sement (ategories of guest with similar traits needs and wants

#ac&ae !oom rate plus several services at one price. ).g. bed and breakfast with car parking

#ostin The recording of financial transactions on the guests folio

#u'lic Areas Those areas in a otel or resort where the general public have access, such asBars % !estaurants

#asser'y A feature is primarily used to handle transactions for non*guests ortransactions a guest doesn+t want on their room account

Suite A room with separate living and sleeping areas


9/101

Term Explanation

Suestive sellin The selling of products or services by suggesting alternatives in a way thatcreates desire highlighting special features, benefits and value

#oint o$ saleA cash register which records a financial transaction on a guest folio at the

time of consumption

S#ATT #pecial attention Guests

()#s Guests who are 'ery Important ersons.

Condiments Items such as sauces, mustards and other seasonings or side dishes which areserved as an accompaniment to a dish

)n %ouse Guests in occupancy

%ot Box A small pre*heated insulated box that fits under a trolley or at the base of a

multi tray trolley to keep hot food hot.

"loor c*ec& To check floor by floor for used items.


10/101

Information Sheet 3.1-1

1. Research general information on food and beverage

products

Introduction

In order to obtain product information on food and beverage

products it is essential to be proactive.

You must make an effort and take action to find things out.

This section describes sources of this information and

identifies the aspects of food and beverage products about

which you should obtain information.

Need for product knoledge

It is vital for every hospitality employee to have an excellent

knowledge of the products and services offered by their

workplace.

In particular, you need this knowledge so you can take every opportunity to demonstrate

professionalism, promote dishes, recommend beverages and generally assist customers.

Opportunities to promote products frequently arise during service sessions, and

elsewhere in the general hospitality environment.

These opportunities mainly occur when taking orders, and present an excellent

opportunity to show-off your skills, as well as to inform the customer of the various

products or services offered by your place of work.

‘Product knowledge’ is at the heart of providing information on food and beverages.

What is product knowledge?

Knowledge about food, beverages, the services you offer and the facilities available is

called 'product knowledge', and you can never have too much of it.

Product knowledge involves almost anything relating to the area and venue where you

work.

Food waiters are expected to have detailed food knowledge, a good knowledge about the

venue generally but less knowledge about beverages.

Beverage waiters are expected to have detailed knowledge about drinks, a good

knowledge about the venue generally but less knowledge about food.

Those who are as both food and beverage waiters are expected to have a good

knowledge about both.


11/101

Product knowledge is different to skills/competencies: for example, a food waiter may

have knowledge about gueridon cookery but not have the skills to provide gueridon

service.

Food staff

For food staff product knowledge should include information about:

• Menu items (dishes offered on the menu - you should know what is available and what

is not

• Serve or portion sizes

• Prices

• Cooking styles

•Cooking times

• Ingredients

• What is fresh and what is bought in, frozen, and or pre-prepared

• Suitability for those with certain dietary or cultural requirements

• Cutlery and crockery required for service of individual menu items.

Beverage staff – drink waiters and bar attendants

For beverage service staff product knowledge should include information about:

• The drinks/mixed drinks available from the bar – including cocktails where applicable

• The brand names and types of spirits, liqueurs and fortified wines available

• The table and sparkling wines available – bottled and

‘bulk’ (‘house wine’)

• The soft drinks available – including juices, aerated

waters and mocktails

• The beers available – draught and packaged

• The pre-mixed/ready-to-drink beverages available

• Prices

• Knowledge about individual beverages – such as wine

knowledge, how various liqueurs may be served, the

alcoholic strength of different liquors, whether products

are domestic or imported

• Knowledge about matching menu items to menu items

• Glassware for the service of all drinks.


12/101


13/101

Venue knowledge

All staff should have general information about the venue itself, such as:

• Opening hours

• Methods of payment accepted

• Booking policies and procedures – including need for deposits

and requirements in relation to booking confirmations

• Complaint handling procedures

• Facilities and services available elsewhere in the venue

• Names of managers/owners

• Legal issues – as they apply to issues such as the service of

liquor and safe food handling.

!hat information sources are there"

Internal sources

Within the property you can obtain product knowledge information from:

• Menus, drink lists, wine lists and cocktail lists – many of these contain descriptions

about beverages and dishes

• Taste the products – subject to whatever workplace restrictions apply, one of the best

ways to really learn about food and beverages is to ‘experience’ them – smell them,

feel them, taste them!

• Recipes – for information on individual dishes such as

ingredients and cooking styles

• Experienced staff – such as chefs, cooks, cellar staff, senior

F&B service staff, purchasing officers, bottle shop sales

assistants, managers and owners

• Operational manuals – for details relating to the way things

should be done in the room/property

• Policies and procedures manuals – for background

information about the venue

• Wrapping and packaging material – many items are delivered in packaging that

contains information about the product

• Doing a tour of the premises – to meet staff, find the locations of departments and

facilities, and to generally learn about the property

• Talking to customers – to benefit from their experience/s, what they have learned and

their preferences.


14/101


15/101

External sources

Outside the venue you can obtain product knowledge information from:

• Product suppliers – by asking direct questions to the sales office or sales

representatives, or by asking them to send you product information sheets

• The media – it must become standard practice for you to read, watch or listen to

anything that relates to food and beverages: this should include reading, watching and

listening to the general media as well as obtaining and reading trade magazines and

journals

• Books – see what your local library has, check out

the newsagents, visit the local library

• Internet – loads of information is available through

targeted searches: see below for some examples

• Trade shows, exhibitions and F&B festivals – keep

an eye on the media and invitations sent to your employer. Make the time to go –

many shows/exhibitions are free to industry personnel and they are a great way to

establish industry networks and keep abreast of what is happening in the industry

• Food and cooking demonstrations – you can always learn something from these

events even where they are conducted by a company with a vested interested in

promoting their range of products

•Promotional activities – many suppliers run promotional events to advertise theirproducts and you should attend these whenever possible. Trade magazines, local

media and invitations sent direct to your workplace are the best sources of when and

where these are conducted.

ood knoledge re$uired

General background

Your product knowledge needs to reflect the needs of the place where you work.

This means the waiter in a fine dining restaurant will have knowledge about different

things to a person serving food from a Bain Marie in a fast food outlet.

While it is good to develop a broad and detailed level of product knowledge, it is essential

to first gain the product knowledge necessary for your nominated job.

With this in mind, food knowledge may relate to:


16/101

Appetisers

Appetisers are menu items offered for guests to eat prior to

their main course.

They may include:

• Hors d’oeuvres

• Canapés

• Antipasto

• Tapas

• Finger foods

• Sandwiches.

You need to know what ingredients are used, what things taste and look like, what they

cost, how long they will take to prepare and cooking styles.

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:

• Clear soups

• Broths

• Purées

• Cream soups

• Bisques.

Meat, poultry, fish and seafood – entrées and main courses

Meat, poultry, fish and seafood are common raw materials for all courses (except

desserts) including entrées and main courses.

As staple ingredients meat, poultry, 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.


17/101

Meat includes:

• Beef

• Lamb

• Veal

• Goat

• Pork.

Cuts and options vary between the meat items but can include:

• Steaks

• Chops and/or cutlets

• Mince

• Joints for roasting.

You need to know the cuts being used, whether things are fresh or frozen, the type of

product being used as well as what things taste and look like, what they cost, how long

they will take to prepare and cooking styles.

You also need to know the answer to the question “Is it tender?”

Poultry includes whole birds or cuts and includes:

• Chicken

• Turkey

• Squab

• Pheasant

• Duck

• Goose.

You need to know the cuts being used, whether things are fresh or frozen, the type of

product being used as well as what things taste and look like, what they cost, how longthey will take to prepare and cooking styles.

Options include whole birds, legs, wings and breast.

Fish may be fresh, frozen or preserved and can be obtained from the sea of from

freshwater.

Fish can include:


18/101

• Flat fish and round fish

• Whole fish and fillets

• Whitefish

• Oily fish.

Seafood includes:

• Shellfish (also known as ‘crustaceans’) –

generic term for seafood from a fish with a shell (such as crayfish, crabs, lobster,

prawn, shrimp)

• Molluscs – octopus, cuttlefish, squid, clams, whelks, winkles, mussels, scallops,

cockles, oysters.

You need to know the type of fish or seafood being used, whether things are fresh or

frozen (a very common question in relation to fish and seafood) as well as what things

taste and look like, what they cost, how long they will take to prepare and cooking styles.

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

• Pies, tarts and flans

• Fritters – Banana fritters, or pineapple fritters

• Custards and creams

• Prepared fruit – fruit which has been peeled and cut ready for eating

• Charlottes – such as Apple Charlotte

• Bavarois and mousse

• Soufflé

• Sabayon

• Meringues

• Crepes and omelettes

• Sorbets

•

Ice cream

• Bombes


19/101

• Parfaits.

Snacks

Snacks are light meals, commonly provided for people who are in a hurry or who are not

especially hungry.

One characteristic of a ‘snack’ is that it can often be easily taken away by the purchaser.

Snacks can include:

• Hot chips and potato wedges

• Biscuits, crisps and crackers

• Hot dogs

• Pies, pasties and sausage rolls

• Croissants

• Sandwiches and rolls

• Baguettes

• Hamburgers

• Ploughman’s lunch – cheese, greens and pickled onion.

Some snacks can also be meals – for example, a slice of pizza is a snack, but a whole

pizza is a meal.

Cheese

Cheese can be made from cow, sheep or goat’s milk.

Basic cheese options include:

• Soft cheeses – Brie, Camembert and cottage

• Semi-soft cheeses – Edam and Gouda

• Hard cheeses – cheddar and Parmesan

• Blue vein cheese (such as Gorgonzola, Stilton and Roquefort) – coloured by an edible

penicillin mould.

Cheese can be used in sauces or served on its own on a cheese platter.

Pasta

Pasta can be bought-in as ‘dried’ pasta and re-constituted on-site, or it may be made fresh

on-the-premises.

Pasta comes in a wide variety of types (flat, tubular and shaped) and sizes and may be

filled or plain.

Pasta is traditionally served with a variety of sauces but can also be used in soups and asa substitute for potato.


20/101

Examples of pasta include:

• Gnocchi

• Spaghetti

• Fettuccini

• Lasagne

• Tagliatelli.

Noodles

Noodles are made from flour (wheat) and water, and/or eggs.

In many ways they are similar to pasta.

Vegetables

Vegetables are traditionally used as an accompaniment to a main dish.

Some vegetables can also be used in salads.

‘Root vegetables’ grow underground.

Examples of vegetables include:

• Potatoes – root vegetable

• Onions – root vegetable

• Carrot s– root vegetable

• Broccoli – green vegetable

• Sprouts – green vegetable

• Celery – green vegetable

• Peas – green vegetable

•

Beans – green vegetable

• Spinach – green vegetable

• Cabbage – green vegetable

• Tomatoes – technically a ‘fruit’ but commonly referred to as a vegetable.

Fruit

A growing focus on healthy eating has seen increased up-take of fruit in premises.

Fruit is almost mandatory with breakfasts, and supplied free-of-charge by some properties

to house (in-room) guests and/or at reception.


21/101

Fruit options include:

• Pieces and platters of fresh fruit – pineapple, watermelon,

apples, bananas, rambutan, jackfruit, star fruit, mango

•

Fresh fruit salad – available with or without cream,yoghurt or ice cream

• Tinned fruit – such as pears, peaches and apricots

• Dried fruit – such as dried apricots, figs, sultanas, raisins

and currants.


22/101

Salads

Healthy eating has also seen the rise in the popularity of salads.

Salads may exist as a stand-alone menu item (such as a ‘Warm Chicken Salad’) or as an

accompaniment to a main course dish – such as green salad or a mixed salad.

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.

Dressings are applied to some salads.

Salad vegetables include:

• Lettuce – various types

• Tomato – including cherry tomatoes

• Radishes

• Celery

• Onions and spring onions

• Shredded cabbage – in coleslaw (salad made with shredded/grated cabbage, onions,

carrots, seasoning and mayonnaise)

• Mushrooms

• Carrots

• Beetroot

• Peppers – red, green and yellow.

Many ‘vegetables’ can be used as ‘salad vegetables’ and many ‘salad vegetables’ can

also be used as ‘vegetables’.

Pre-packaged food items

Pre-packaged food items include:

•

Food items are items bought in from suppliers and sold behind the bar or in other retailareas – they include items such as chips and nuts

• Portion control items – these are the single/individual serve units such as pats of

butter and margarine, sachets of sugar and sugar substitute, foils of jams and sauces

• Any food item bought-in and served (or sold) ‘as is’ – such as cakes and cheesecakes.

Some pre-packaged foods may:

• Require some basic preparation – such as boiling or heating

•

Be further prepared prior to service by the addition of extra ingredients and/or saucesto enhance presentation and taste.


23/101


24/101

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 which is ‘standard’ in one establishment may be regarded as

‘specialist’ in another. For example ‘pork ribs’ might be on the menu all the time in one

venue but be regarded as a specialist dish 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. A steak which is cut in a butterfly cut may be

‘specialised’. The use of a chicken leg and thigh connected to each other may be

‘specialised’.

The way the item is ‘grown’ may also classify an item as ‘specialist – for example organicvegetables or grain-fed beef.

National dishes

It is vital you understand the traditional national dishes of the country in which you work.

Many tourists visit your country and your workplace to experience the local cuisine and

you must know:

• The names of these dishes

•

The ingredients in them• Any relevant history – (as applicable) how and when they were invented; who they

were named after

• The cooking processes used to produce them

• Their flavours and appearance

• Serve size and how they are served

• Cost.

Signature dishes

Venues may – or may not – have one or more ‘Signature

dishes’. These are dishes the venue (or the chef) is famous

for.

Many visitors will come to the venue just for this possibly

world-renowned dish.

Signature dishes may be a local/regional dish or from another culinary area.

Venues will strive to always have the Signature dishes available, all the time the venue is

open.


25/101


26/101

Other specialist foods

Other specialist foods may be ‘special’ in one venue but common in another.

It is there lack of common usage in this case which make them special.

This means other food items that could be seen as ‘specialist’ in some properties 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 – not commonly used/available

• Aquatic plants such as seaweeds

• Specialist cheeses and dairy products

• Sweeteners such as palm sugar, honey and glucose

• Fats and oils

• Local food items/ingredients.

%everage knoledge re$uired

General background

Your product knowledge needs to reflect the needs of the place where you work.

It is important that you learn what drinks are available, and develop an

understanding of similar or like products so that when a customer

orders something you do not have, you can suggest a suitablealternative.

For example, if a customer orders a “Tanqueray and tonic water” you

need to know Tanqueray is an imported gin and if you do not stock it

you could recommend another imported gin you do stock (such as, for

example, Gordon’s or Beefeater)

The type of general information about alcoholic beverages you may need to pass on to

customers includes:

• Which ones are suitable drinks for aperitifs


27/101

• Which ones are suitable for drinking during and after a meal

• Suggested basic wine and food combinations

• What they taste like, look like, smell like and where they come from

• What their alcoholic strength is

• Whether they are domestic or imported beverages

• Information specific to wines – details relating to wine makers, wine styles, wine

growing areas, grape varieties, wine characteristics and information relating to wine

shows and the wine industry

• Size of serves, bottles, cans and glasses

• The variety of ways in which different liquors can be served.

!ine

Wine is defined as the naturally produced beverage made from the fermented juice of

grapes.

The making of white wine

White wine can be made from redorwhite grapes because grape juiceisclear: wine picks

up its colour from contact with the skins, so a white wine made from red grapes would

spend virtually no time in contact with the red skins.

The process for making of both white and red table wine is very similar.

White table wine production

The basic procedure for producing white table wine is:

• Grapes are harvested

• Grapes are crushed at the winery - to release free-run juice

• Pressing occurs – to remove all available juice

• Sulphur dioxide is added – to prevent yeasts that are naturally occurring on the grapes

from starting an unwanted and unpredictable natural fermentation process

• The juice (called ‘must’ at this stage) is chilled – and allowed to settle

• Must is filtered – through a centrifuge to remove large

particles/matter not wanted in the final product

• A commercially prepared yeast is added to the must – to

start a fermentation process that is predictable and stable

• Fermentation occurs under refrigeration – to control the

heat generated during the fermentation process


28/101

• Fermentation is stopped when the wine has reached the required level of dryness or

sweetness – or as the wine maker’s scientific and taste-testing observations indicate

• Yeast protein, skins and other residue are allowed to settle out – and the wine is

pumped out to undergo a 'fining' (filtering) process to remove the unwanted matter

generated during the fermentation process

• The wine is aged (sometimes in wood but often in large stainless steel tanks (the ‘tank

farm’ at the wineries) – it is then bottled, may be bottle aged, and is then sold.

Making red wine

Red wine can only be made from red wine grapes.

The main difference between the production of red and white table wines

is that in red wine production, the grape juice is allowed to spend time in

contact with the grape skins to pick up colour (and tannins which play

critical roles in the ageing of the wine).

The basics are:

• Grapes are harvested

• Grapes are crushed - and juice stays in contact with skins

• Winemaker determines how long juice stays on the skins

• Grapes pressed to extract all the juice and other juice may be added

– many red table wines are ‘blends’ of different grape varieties

• Fermentation occurs

• Wine is fined, filtered and stored in wood

• Wine is bottled, aged further in the bottle, and then is ready for sale.

!ine categories

In addition to ‘red’ or white’ table wine, wine can be further categorised as follows:

• Varietal or generic

• Sparkling

• Fortified.

Varietal wines


29/101

‘Varietal’ wines are wines made from one (or more) nominated grape varieties:

the name of this or these grape varieties appears on the label of the bottle.

Where a wine claims to be made from a certain grape variety, the wine must be

made from a minimum percentage of that stated variety.

Where a wine claims to be made from grapes of a certain year, then a minimum

percentage of the wine must be from that specified year.

Where a wine claims it comes from a nominated area, then a minimum percentage of the

wine must come from the stated area.

Varietal white wines

White grape varieties include:

• Chardonnay – a full-flavoured dry white wine

• Chenin Blanc – a pleasant fruity 'drink now' wine with a refreshing acid finish

• Riesling – a delicate wine with fruit character and a trace of sugar that varies hugely

depending on the region in which it is grown

• Sauvignon Blanc – a dry white wine with distinct varietal flavour (melon, pineapple,

tropical fruit)

• Semillon – a dry, crisp white wine

• Traminer – a fresh and fruity wine with a spicy smell and taste.

Common bottle size is 750 mls.

Varietal red wines

Red grape varieties include:

• Cabernet Sauvignon – an aromatic red which may have berry, mint, capsicum or

blackcurrant highlights

• Malbec – a fruity, soft wine

• Merlot – another fruity and aromatic red reminiscent of plums, pumpkins and fruitcake

• Pinot Noir – a lighter style red, thin in taste and colour

• Shiraz – this grape produces fine full-flavoured reds that vary greatly from region to

region; often blended.

Common bottle sizes are 200 mls, 750 mls and 1 litre.

Generic wines

‘Generic’ is the term used to describe wines are made to a style, usually naming a

European location as its origin, such as Hock, Moselle, Claret and Burgundy. There is no

indication of grape variety/varieties used.


30/101

Generic white wines include:

• Chablis - a very dry, flinty wine

• Hock - a very dry white wine

• Moselle - a popular and pleasantly semi-sweet wine, less sweetthan Sauternes

• Rhine Riesling - drier than Moselle: often described as fruity and

has its fruitiness confused with sweetness

• Sauternes - produced from fully ripe grapes; a very sweet wine

• White Burgundy - a fairly dry white with full flavour.

Generic red wines include:

• Burgundy - a soft and fruity red wine

• Claret - a dry red with more astringency than burgundy.

Blended wines

Blended wines, as the name suggests are made from two or more grape varieties.

This may be done by a wine maker to create a unique taste, to mask a deficiency in one

grape (such as lack of colour, lack of flavour) or because of economic necessity (some

grape varieties are cheaper than others).

A blended wine is not to be seen as inferior to a straight varietal wine – it is just different.

Premium wine by the glass

Some properties feature a system allowing bottles of premium quality wines to be sold by

the glass.

These systems use nitrogen to dispense the wine thereby avoiding the oxidising problems

involved when wine bottles are opened.

Where these systems are in use, any bottled wine can be hooked up to the system.

Sparkling ines

The word ‘Champagne’ is now legally reserved for

sparkling wine produced from the Champagne region in

France.

All other similar wines are called by the generic term

‘sparkling wine’.

Sparkling wines may be made using one of four options, each producing vastly different

quality products:


31/101

Naturally carbonated wine

The traditional way of producing sparkling wine is using the French method known as

‘méthode champenoise’, whereby bubbles naturally occur in the bottle as a result the

fermentation process.

Many sparkling wines are made using this process and highly regarded around the world

as outstanding of the champagne style even though they are not by strict definition

‘champagne’.

This method is also called ‘méthode traditionelle’, or ‘méthode classique’.

Carbonated or Injection method

This is the cheapest and quickest method and the one producing the lowest quality

sparkling wine.

The base wine is placed in a closed tank and chilled. Carbon dioxide is pumped in underpressure and absorbed into wine: cola and lemonade are made in the same way.

This method produces wine with comparatively large bubbles which disappear quickly in

the glass. The wine may be called 'Carbonated wine'.

Cuvee close, Charmat, Bulk or Tank method

The base wine is pumped into stainless steel tanks, where yeast and sugar is added to

start a second fermentation (the first fermentation has happened to get the initial base

wine).

It is this second fermentation which puts the bubbles in the.

The wine is allowed to settle, filtered and transferred to another tank – still under pressure

– where it receives a dose of sweetener/liqueur for the desired level of sweetness.

Transfer method

This represents a compromise between the Charmat method and the best, most

expensive and most time-consuming method – méthode champenoise.

The secondary fermentation takes place in the bottle in the méthode champenoise way,

and wines are also aged for a short while in the bottle.The wine is transferred under pressure from bottles (after the secondary fermentation) to

tanks where it is allowed to settle and is filtered: a sweetener is added while the wine is

still under pressure and then it is bottled for sale.

The label will state 'fermented in the bottle'.

Styles of Champagne

Non-vintage (N.V.)

This is the most common style and is made from base of two to three wines every year to

enable consistency of product.


32/101

The end product cannot be legally identified as coming from a

specified year, hence the term N.V.

Vintage

This is a rarer and more expensive wine made solely from wine of

the one nominated year.

It is usually a better quality champagne.

Vintage champagne not made every year – it depends on grape

quality and the season.

Rosé

This style may be made from leaving the grape juice in contact with the red or black

grapes for a period so the wine can pick up some colour from the skins (or some red wine

may be added) to the white base wine prior to the second fermentation.

Crémant

'Crémant' means 'creaming'.

The wine is a gently sparkling wine, giving the impression of

creaminess, preferred by many especially with desserts.

Blanc de blancs

This wine is made exclusively from white grapes.

Blanc de Noirs

This wine is made only from red grapes.

Degrees of sweetness or dryness

Sugar levels vary between brands so a brut in one brand may well not be as dry as a brut

in another.

The following is a general guide to sweetness/dryness:

Driest Extra brut

Brut

Extra dry

Sec

Demi-sec

Sweetest Doux

Champagne will improve in bottle over a certain time, but if kept for too long there is an

increased risk of the wine going “flat” as the carbon dioxide which gives the wine its

sparkle eventually seeps out.


33/101

It should be chilled before serving, and served at 7.5°C using champagne flutes.

Champagne bottle sizes

Champagne comes in half bottles (375ml) and full bottles (750ml) – some are also

available in 200 ml bottles - as well as a range of larger bottles each with their own name:

• Magnum – equivalent to 2 bottles: common for parties.

Other sizes are usually only sold for ‘special occasions’:

• Jeroboam – equivalent to 4 bottles

• Rehoboam – equivalent to 6 bottles

• Methuselah – equivalent to 8 bottles

• Salmanazar – equivalent to 12 bottles

• Balthazar – equivalent to 16 bottles

• Nebuchadnezzar – equivalent to 20 bottles.

Famous brand names

Well-known brands of Champagne include:

• Moet & Chandon

• Veuve Cliquot

• Mumm

• Piper-Heidsieck

• Tattinger

• Pommery

• Yellowglen

• Dom Perignon

• Krug

• Bollinger.


34/101

orti&ed ines

Fortified wines are base wines which are strengthened or 'fortified' by the addition of

grape spirit or brandy.

The addition of the grape spirit stops fermentation, increases alcoholic strength, addssweetness, imparts keeping qualities, and in the case of port provides the brandy

character.

Fortifieds range between 17 – 22% alc/vol.

The standard industry size serve for a fortified wine is 60 mls.

Fortified wines include:

Sherries

Served as an aperitif, sherries are available in:

• Dry – which is often kept under refrigeration and served chilled

• Medium

• Sweet

• Cream.

You can tell the difference between a dry sherry and a sweet sherry that are on a drinks

tray because the sweet sherry is usually darker in colour.

Vermouths

Vermouth is a white wine that has been infused with various herbs, spices, flowers, fruits

(depending on the manufacturer).

It is available in red (rosso) which is sweet and often referred to as Italian, or white

(bianco) which dry and is also referred to as French. It is used (or mixed) as a pre-dinner

drink.

Ports

White port is produced in the same way as other port, with the same difference inproduction as the difference in production of red and white table wines – the time on skins

is either far less, or non-existent.

The final product in white port is usually much sweeter than the red

port, even where the labels read 'dry' or even 'extra dry'.

Ruby port is amongst the simplest and most inexpensive due to the

fact that it is aged in bulk vats - not smaller barrels – and bottled

young (after 2 - 3 years) after blending. It retains a deep ruby colour

and a 'fiery' taste.

Mulberry flavours are often traditionally associated with ruby wine.


35/101

Tawny port gets its name from the tawny colour that port gets from its wood ageing and

or the use in tawny of a lighter base wine, or the blending of a red port with a white one.

Vintage port is a port that is simple to make being made blended wines

from the one vintage, yet is the most expensive in part due to the fact that

only the very best grapes are used.

Not every year will be a year when a 'vintage' can be declared.

Despite being a fortified wine, vintage port has a limited shelf life: after

opening it should be consumed within 2 – 3 days.

Liqueur port is produced when after some time tawny ports become so concentrated (or

liqueured) through evaporation through casks that their very nature has changed.

The evaporation reduces the liquid volume but concentrates the sugar, colour and flavour

present and results in a port of liqueur-like character.

Alternatively, and more cheaply, a sweet white wine can be added to the tawny before

bottling producing a vanilla or nutty flavour.

Muscats

The name can refer to either grapes, or to the wine they make.

Muscat is a red dessert wine with a rich raisin taste and smoky characteristic.

The Liqueur Muscat is made in the same way as the natural liqueur port.

World wine countries

Many countries have established a reputation for wine.

More than the following countries produce their own wine but the following may be

regarded as notable wine-producing countries.

Famous wines and/or wineries for each country are also listed.

• Australia – Penfolds Grange Hermitage, Wolf Blass, Hardy’s, Rosemount, Seppelt’s,

Lindeman’s, Jacob’s Creek, Yellowglen, De Bortoli, Yalumba, Tyrrell’s, Margaret River

• France – Château Neuf de Pape, Ch. dYquem, Bourgogne Chardonnay, Château

Mont-Redon, Côtes-du-Rhône Rouge, Laurent Perrier, Domaine, Ch. Latour, Ch.

Lafite Rothschild

• Italy – Cà del Bosco Franciacorta Annamaria Clementi, Villa Raiano Fiano di Avellino,

Venica Ronco delle Cime, Pieropan Soave Classico La Rocca, Giacomo Conterno

Barolo Monfortino, Gaja Barbaresco, Zenato Amarone della Valpolicella, Banfi

Brunello di Montalcino Poggio all’Oro, Donnafugata Passito di Pantelleria Ben Ryè,

Incisa della Rocchetta Sassicaia

• Germany – Liebfraumilch, Moselblumchen, Zeller Schwarze, Eiswein, and sweetstyles including Spatlese, Auslese, Beerenauslese and Trockenbeerenauslese


36/101

• New Zealand – Giesen, Cloudy Bay, Jackson Estate, Wairau River, Seresin Estate,

Esk Valley

• Chile – Almaviva, Antiyal and Kuyen, Casa Lapostolle Clos Apalt, Concha y Toro Don

Melchor Cabernet Sauvignon, Concha y Toro Terrunyo Cabernet Sauvignon, Concha

y Toro Carmín de Peumo Carmenere, Errazuriz Don Maximiano 2006, Montes 2005

Purple Angel, Montes Alpha M 2010, ina San Pedro 1865 Limited Edition 2007 Syrah

(Source: http://www.chilean-wine.com/best-chilean-wines)

• South Africa – Vergelegen, Meerlust, Rust en Vrede, Kanonkop, Klein Constantia,

Hamilton Russell Vineyards, Thelema Mountain Vineyards, Simonsig, Rustenberg,

Cederberg. (Source:

http://goafrica.about.com/od/capetownatravelguide/tp/topcapewineries.htm)

• Spain – Palacio del Conde Gran Reserva, Los Hermanos Manzanos Reserva Rioja,

La Cantera Reserva Carinena, Conde Galiana Gran Reserva de la Familia, Altos de laGuardia Rioja Blanco, Ermita de San Lorenzo Gran Reserva (Source:

http://www.winepeople.com.au)

• USA – 2005 Pine & Post Washington Chardonnay, 2006 Meridian Vineyards Santa

Barbara County Chardonnay, 2006 The Brander Vineyard Santa Ynez Valley

Sauvignon Blanc, 2006 Chateau Ste. Michelle Dry Riesling, 2005 SKN Napa Valley

Cabernet Sauvignon, 2005 Michael Pozzan Sonoma County Cabernet Sauvignon,

2005 Blackstone California Zinfandel (Source:

http://www.foodandwine.com/articles/sixty-seven-best-american-wines)

• Portugal – Casal Garcia ‘Vinho Verde’, Moscatels, rosés, Dours wine, ports.

See:

• http://www.mapsofworld.com/world-top-ten/world-top-ten-wine-producer-countries.html

http://www.mapsofworld.com/world-top-ten/world-top-ten-wine-producer-countries.htmlhttp://www.mapsofworld.com/world-top-ten/world-top-ten-wine-producer-countries.html


37/101


38/101

Spirits

The type of base ingredient used varies with the spirit produced – grape wine for brandy;

sugar for rum; grain crops for whisky, gin and vodka.

There are six popular spirit types in most bars:

• Whisky

• Rum

• Gin

• Vodka

• Brandy

• Tequila

Whisky

Whisky is distilled from grain (barley, rye, maize, cereal) made in either a Continuous or

Pot still.

Whisky is produced in many styles with the four most popular being Scotch, Irish, Bourbon

and Rye.

Scotch whisky

There are two distinct types – malt and grain.

Blended together they make a third Blended version – the

common whiskies such as Haig, Johnnie Walker and J & B are

blends.

The standard blend is 60% grain to 40% malt.

Blending can involve up to thirty whiskies of different ages and from various distilleries

making a standard blend.

Traditionally only the malt whisky from the Highlands was true whisky: malts are well liked

by whisky connoisseurs who have personal preferences – a malt whisky is lighter in colour

and smoother than other whisky.

Grain whisky

Scotland's grain whisky is made from maize with malted and sometimes un-malted barley.

The product is light with no peat flavour.

There is little demand for it to drink straight and it is primarily used for blending.

De Luxe Scotch whisky

Is older and mellower with a blend age of seven to twelve years.

Malt whisky


39/101

Is made from malted barley.

Malting consists of spreading wetted barley on a warm floor, so the seeds begin to

germinate – this converts starch into sugar (maltose).

To halt the process it is next dried at a hotter temperature using peat.

The peat fumes give the unique flavour.

Common brands

Popular brands of scotch include:

• Johnnie Walker – red label, blue label, black label, green label and gold label

• Ballantine’s

• The Famous Grouse

• Teacher’s

• Grants

• Dewar’s

• Black and White

• Vat 69

• Chivas Regal

• Haig’s Dimple

Glenfiddich Single Malt 12 years old.

Irish whiskey

Always spelt with an 'e' and is made basically the same as whisky with some variations.

The base cereals may not be wholly barley, drying is by coal fire not peat, and stills differ

in design.

Examples of Irish whiskey include:

• Jameson

• Paddy’s

• Tullamore Dew.

Bourbon and Rye Whiskies

Bourbon is made in the state of Kentucky in the USA. The neighbouring state of

Tennessee produces a well-known whiskey, Jack Daniels, which is therefore not Bourbon.

Rye is made in USA and Canada.


40/101

Both are produced from grain (mainly maize) distilled in a Continuous

still, and aged in charred oak barrels.

Bourbon is aged in cold warehouses, Rye in heated rooms: both are

lighter than scotch.

Popular brands include:

• Wild Turkey Kentucky Straight Bourbon Whiskey

• Jack Daniels Tennessee Whiskey

• Jim Beam Kentucky Straight Bourbon Whiskey

• Cougar Bourbon.

Canadian Club is a rye whisky bourbon.

Rum

Rum is distilled from molasses which is a by-product of cane sugar.

Rum is distilled by Pot or Continuous still and often blended.

It is aged in oak and caramel can be added for colour.

Jamaican rum

Known for highly-flavoured rums, but today light rums are distilled too with a trend for

these.

Barbados and Trinidad rum

Both specialise in lighter, as well as colourless rums.

Popular brands

Popular brands of rum include:

• Captain Morgan – spiced gold, dark, deluxe, white and gold

• Bacardi – white, black and gold.

Check outhttp://www.bacardi.com/#.

Proof

‘Proof’ is another way of indicating the alcoholic strength of drinks. ‘Alcohol by volume’ as

a percentage is the more common way.

‘Proof’ is double the alcohol by volume figure.

For example, a product that is ’80 proof’ is 40% alc/vol

Rum labelled “overproof” is more than 50% alc/vol

Gin

http://www.bacardi.com/http://www.bacardi.com/


41/101

Gin is produced by rectifying a pure spirit with berries and botanical herbs – juniper

berries and coriander seeds are the main flavouring agents, along with calamus root,

cardamom seeds, angelica, orange and

lemon peels, almond and orris root.

London Dry Gin

May be clear (like Gilbey's London Dry

and Gordon's), or straw coloured (like

Booth's).

This is most commonly asked for type.

Sloe gin

With an emphasis on the sloe berries used in its production.

Vodka

Is distilled from a base of grain or molasses and is highly rectified meaning impurities

have been removed.

No flavourings are added, indeed charcoal is used to filter it and produce a clean and

smooth spirit.

Flavoured vodkas

Polish vodka is also excellent, some varieties being flavoured with fruit or herbs.

Growing in popularity, flavoured vodkas can feature cherries, rowan berries, pears,

cranberries, green apple, strawberries, raspberries, vanilla, oranges or lemons.


• Stolichnaya

• Karloff

• Finlandia

• Wyborowa

• Smirnoff

• Skyy

• Absolut.

Brandy

Is distilled from grapes and is produced in nearly every wine growing region: it may be

consumed neat but is popular with a mixer, or in cocktails.


42/101


• St Remy

• Hennessy

• Remy Martin

• Chatelle Napoleon.

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.

Popular brands are Courvoisier, Remy, Camus and Audry.

Tequila

Is a Mexican spirit ranging from clear to pale gold in colour.

True Tequila is made in the areas surrounding the city of Tequila.

Some bottles feature the classic worm in the bottle.

Tequila is made from Maguey cactus plants.


• José Cuervo

• El Toro

• Coyote.

Service of spirits

With spirits, there are several options available to customers.

They may order a full nip (30 mls) with a mixer in a short or long glass, or they may order

a half nip (15 mls) with a mixer in a short or long glass.

Sometimes customers order a double (60 ml) but many venues have banned these due to

Responsible Service of Alcohol concerns.

Drinks may be ordered with ice, or without ice.

Industry practice where the customer does not specify nip size, glass size or ice

requirements is to prepare a drink comprising:


43/101

• A full nip

• Ice

• Long glass.

Guests may also order the spirit 'neat' – whichmeans without any mixer, and without ice – or they

may order it 'on the rocks' which means neat with

the addition of ice.

Common mixers with spirits

Common mixers (soft drink) used with spirits are as follows:

• Gin – tonic water, lemon squash, bitter lemon, lemonade, orange juice: ‘Pink Gin’ is

gin with the addition of a few drops of Angostura bitters that have been swirled around

the glass

• Brandy – dry ginger, cola, lemonade

• Whisky - dry ginger, cola, soda water

• Rum – cola

• Vodka – lemon squash, orange juice, tonic water, tomato juice.

R'(s

‘RTD’ stands for ‘Ready To Drink’ and refers to the large and growing range of pre-mixed

drinks that are available in bottles and cans.

They may be spirit or wine-based.

Examples include:

• Bacardi Breezers

• Vodka Cruisers

• Canadian Club and cola

•Jack Daniels and cola

• Cougar bourbon – with cola; cola zero.

Other spirits

Applejack

Brandy distilled from the fermented mash of cider apples in the New England region of the

USA.

The best is Pot distilled with a minimum maturation of 2 years in oak casks.

It may be bottled straight or combined with neutral spirits and sold as blended applejack.


44/101


45/101

Slivovitz

Plum brandy from Yugoslavia and other Balkan countries.

For more information go tohttp://www.physics.uq.edu.au/people/nieminen/spirits.html.

Li$ueurs

Liqueurs are spirits flavoured with fruits, herbs, roots and plants, sweetened and

sometimes artificially coloured.

Liqueurs are proprietary or generic.

Proprietary brands are those produced by a single company such as Grand Marnier,

Cointreau, Tia Maria, and Galliano.

Generics are types of liqueurs that can be made by any company. As an example,

Seagram produce a range of generic liqueurs that includes Advocaat, Banana, BlueCuracao, Butterscotch, Crème de cacao, Crème de menthe, Melon, Mint chocolate, Triple

Sec.

Many liqueurs trace their ancestry back to the monasteries where monks collected herbs

and turned them into medicines: in fact, many do have digestive properties.

Liqueurs are made by soaking flavouring materials in a spirit – the number of flavourings

is huge with Chartreuse having a hundred and thirty herbs, and DOM Benedictine at least

thirty.

Liqueurs may be mixed, used in cocktails or served straight. May be lit (set on fire) andserved ‘flaming’

Standard serve size for a liqueur is 30 mls. Here are popular examples:

Advocaat

A low strength liqueur, thick yellow and creamy from raw eggs and spirit.

Anisette

Sweetened version of Anis, a name that comes from the star anise plant.

Bailey's Irish Cream

Cream blended with whiskey, neutral spirits, coffee and chocolate.

Benedictine DOM

DOM stands for Deo Optimo Maximo – To God most good, most great.

It is a famous and popular golden liqueur with a complex, herb flavour.

Chartreuse - Green or Yellow

Brandy distilled with numerous herbs: yellow is sweeter – but weaker.

http://www.physics.uq.edu.au/people/nieminen/spirits.htmlhttp://www.physics.uq.edu.au/people/nieminen/spirits.html


46/101

Cointreau

Colourless liqueur of the Curacao family made by the Cointreau company. Clear in colour,

orange-flavoured with a dry finish.

Crème de Bananes

Sweet, banana-flavoured liqueur which might be consumed neat or poured over ice

cream.

Crème de Cacao

Sweet liqueur made from cocoa and vanilla beans.

Crème de Cassis

Sweet liqueur made from blackcurrants.

Crème de Menthe

Sweet, mint-flavoured liqueur, available in either a

clear or green colour.

Drambuie

Made from Scotch whisky, herbs and honey: sweet and golden.

Grand Marnier

Distilled oranges steeped in cognac.

Irish Mist Liqueur

Made from heather, honey and whiskey.

Kahlua

Mexican coffee-flavoured liqueur.

Curaçao

Distilled from peel of bitter oranges.

Normally colourless but may be orange or blue using food colouring agents to achieve

this.

Jagermeister

A bitter tasting liqueur made from herbs, roots and spices.

Recommended to be served from the freezer.

Kummel

Distilled grain spirit flavoured with caraway seeds.

Maraschino


47/101

Sweet liqueur made from cherries.

Midori

Green honey dew melon-flavoured liqueur.

Parfait d'Amour (‘perfect love’)

Sweet, highly scented, violet-coloured liqueur.

Peach Brandy

Peaches steeped in brandy.

Royal Mint Chocolate

Like a liquid after dinner mint.

Sambuca

Aniseed-flavoured colourless, red or dark blue (black) liqueur.

Often served with three coffee beans in the glass.

Strega

Means 'witch' in Italian: features many herbs and barks of trees.

Tia Maria

Distilled from sugar cane and flavoured with Blue Mountain coffee.

Van Der Hum

South African cape brandy with tangerine (naatje) and a touch of rum.

Websites for liqueurs

Check out the following for more information:

• http://en.wikipedia.org/wiki/Liqueurs

• http://www.tastings.com/spirits/liqueurs.html

• http://www.drinksmixer.com/desc29.html.

%eer

Beer is available in draught and packaged form.

Draught beer is beer drawn through the tap from barrels or kegs.

Packaged beer is beer in large and small bottles and cans.

Beer Production

Beer is made by a process known as 'brewing'.

http://en.wikipedia.org/wiki/Liqueurshttp://www.tastings.com/spirits/liqueurs.htmlhttp://www.drinksmixer.com/desc29.htmlhttp://en.wikipedia.org/wiki/Liqueurshttp://www.tastings.com/spirits/liqueurs.htmlhttp://www.drinksmixer.com/desc29.html


48/101

Precise times, temperatures and yeast type vary between breweries and brews.

The major production steps are:

• Barley is steeped in water and germinates

• It is dried by warm air and ground in the brew house

• It is then mixed with water to make a liquid called 'wort'

• The wort is boiled up with hops and sugar

• The wort is then cooled and the yeast added to start the fermentation process

• The beer is then clarified, stored and matured

• Finally it is filtered, packaged and despatched for

consumption.

Boutique beer

A boutique beer is a beer that is not mass produced.

It is usually made by a small operator such as a pub

brewery (sometimes referred to as a micro-brewer).

Boutique beers may be domestic or international, with many

boutique beers only being available in the premises where

they were brewed, while others enjoy national exposure.

Commercially produced beer

Commercially produced beer may be seen as beer that comes from commercial brewers

others than boutique breweries.

These beers may be available in different alcoholic contents which are classified generally

as:

• Standard strength – which is around the 4.9% alcohol/volume mark

• Mid-strength – around 3.3% alc/vol

• Light – about 2.2% alc/vol

• Low alcohol – 0.9%alc/vol.

These beers may be domestic or international.

Citrus infused beers

A relatively recent addition to the beer market has been the introduction of citrus infused

beers.

These beers may be infused with orange, lemon and or lime.

Imported beers


49/101

Most countries now offer beers from many countries – at least in packaged form. These

beers are in addition to the local brews. Popular imported beers include:

• Fosters – Australia

•

Lowenbrau – Germany• Beck’s – Germany

• Fürstenburg – Germany

• König Pilsener – Germany

• Stella Artois – Belgium

• Corona – Mexico

• Bass – England

• Budweiser – USA

• Hollandia – Holland

• Heineken – Holland

• Miller – USA

• Maes – Belgium

• Chimay – Belgium

•

Duvel – Belgium

• Asahi – Japan.

Asian beers

The following list names popular Asian beers and is taken from ‘The Asian Beer Guide’ at

http://www.asianbeerguide.com/:

• Beer Lao

• Chang Beer

• Kingfisher

• Kirin Beer

• San Miguel

• Sapporo Beer

• Singha Beer

• Taiwan Beer

• Tiger Beer

• Tsingtao Beer.


50/101


51/101

• Hot/iced chocolate

• Juices – bought-in and freshly squeezed juices

• Cordials and syrups

• Waters – still, sparkling, flavoured

• Soft drinks – also known as aerated waters: either bulk

‘post mix’ products or products from bottles or cans

• Non-alcoholic cocktails – known as ‘mocktails’

• Health drinks – including energy drinks

• Frappés

• Children’s specialty drinks.


52/101

). Identif* information re$uired to ful&ll responsibilities of

+ob role

Introduction

The basis of doing any job properly is knowing what is required of you.

All jobs have unique activities (or ‘tasks’) attached to them and, in theory, if everyone does

what they should then the mix of everyone’s efforts will result in the intended objectives

and outcomes for the business and good service to customers.

This section looks at the roles requiring food and beverage knowledge and the tasks

those roles are generally required to fulfil.

,ob roles - hats re$uired"

Waiting staff and bar attendants are the primary hospitality roles involved with food andbeverage service.

Service staff may include:

• Head waiter – also known as Room Supervisor or Maître d’hôtel

• Food waiters

• Beverage/drink waiters

• Food and beverage waiters

• Runners.

It is to be expected that the job requirements for your job will have been discussed at

some length as part of the job interview.

General requirements

Head waiter

This role has the following responsibilities:

• Organising staff for the room/dining session

• Creating a table/floor plan for individual sessions

• Conducting the staff briefing before each session

• Liaising with all service staff, guests and management

• Welcoming guests on arrival – known as ‘greeting and seating’

• Overseeing activities during service to co-ordinate service duties,

assist as required, deal with complaints, respond to issues as they arise

• Monitoring service standards

• Conducting de-briefings at the end of service sessions


53/101

• Making suggestions regarding changes to operational matters, recommendations for

special events and advising in relation to optimising sales and service.

Food waiters

This role performs the following duties:

• Setting up of the room

• Greeting guests

• Taking orders

• Serving and clearing food

• Preparing and presenting accounts

• Receiving payment

• Farewelling guests

• Stripping the room at the end of service.

The level of cash handling varies between properties and some food waiters may also be

required to reconcile takings at the end of the session.

Food waiters may be required to handle simple plated service, silver service, semi-silver

service, or gueridon work.

‘Plated service’ refers to the service style where food is put on plates (‘plated’) in the

kitchen and then carried to the table.

See the videos below for examples of the following:

• ‘Silver service’ -http://www.youtube.com/watch?v=8jVoMYMoVfs&feature=related

• ‘Gueridon service’ -http://www.youtube.com/watch?v=2VrIrQyslik.

Beverage or drink waiters

Beverage or drink waiters may have responsibilities for setting up the glassware for tables

and assisting food waiters and or bar attendants in room preparation.

During service they have responsibility for:

• Taking drink orders

• Delivering drinks to the table

• Serving drinks including wine

• Making recommendations for beverages to accompany meals

• Clearing glassware and empty bottles

•

Preparing and presenting the beverage account

• Processing the drinks account

http://www.youtube.com/watch?v=8jVoMYMoVfs&feature=relatedhttp://www.youtube.com/watch?v=2VrIrQyslikhttp://www.youtube.com/watch?v=2VrIrQyslikhttp://www.youtube.com/watch?v=8jVoMYMoVfs&feature=relatedhttp://www.youtube.com/watch?v=2VrIrQyslik


54/101

• Farewelling guests.

At the conclusion of service they may be required to work with food waiters to strip the

room, or with bar attendants to clean the bar and/or prepare it for the next session.

Food and beverage waiters

The roles of the food waiter and the drink waiter may be combined into one in situations

where:

• The property is small – and cannot afford to hire a

separate food and drink waiter

• Management prefers the food and beverage service

roles to be combined in to the one position – for

example, management may feel that service flow for a

table will be better if the one person provides the foodservice and the beverage service as opposed to having

a separate person for each role.

The duties involved are a combination of the duties listed

above for the ‘Food Waiter’ and the ‘Beverage/Drink Waiter’.

Runners

‘Runners’ provide a support role for the food waiter. Also known as busboys/girls.

Their duties include:

• ‘Running’ dishes/meals from the kitchen to the waiter’s station – for the waiter to serve

• Taking used/unwanted items from the room to the kitchen for either cleaning or storing.

They also provide other support functions such as:

• Preparing butters and napkins prior to service

• Fetching extra things for a table/waiter as required during service

• Conveying messages between waiting staff and/or kitchen staff

• Dealing with spills.

Bar attendants


55/101

This role:

• Prepares the bar for service by putting away stock,

preparing/polishing glasses, cutting fruit, and preparing

drink garnishes, fruit juices and cocktail requirements

(gomme syrup, sour mix)

• Serves the beverages and mixes the drinks as ordered

by the drinks waiter

• Serves customer direct – where bar service is part of

the dining experience

• Accepts payment for drinks/wines served

• May be responsible for running the beverage accounts, finalising individual beverage

accounts for payment and reconciling the beverage takings

• Orders stock to replenish supplies at the end of trading

• Cleans/tidies bar at end-of-trade.

Specialist bar attendants are ‘Cocktail bar attendants’ who specialise in the making of

cocktails and generally also create new drinks and display a high level of ‘showmanship’

in the discharge of their drink mixing tasks.

Speci&c establishment re$uirements

Information indicating the requirements of the individual roles can be obtained from:

Formal documents

These include Position Descriptions, Job Descriptions, Job Specifications and Job

Analysis sheets.

Where they exist they should:

• Set out the main activities each position is responsible for – which should provide a

fairly comprehensive list of the activities for each role

• Name specific pieces of equipment that the person needs to be able to use – this may

be a point of sale unit/register, or a hand-held ordering unit/system

• Describe the nature of any relationship that exists between the position and other

positions

• Who the position reports to

• Other staff the position may be responsible for

• Date the document was created – and should be reviewed/up-dated.

Note: many Job Descriptions usually contain a statement at the bottom of the list of stated

tasks along the lines of “Any other work as required by management”.


56/101

This is a catch-all statement that allows management to ask any staff member to

undertake virtually any work that needs doing even though it may not be specifically

spelled out in the main body of the document.

Verbal advice from others

Commonly a staff member will simply be told by experienced or senior staff about the

work they are expected to do.

This may occur as part of a formal Induction program or be part of learning on-the-job.

The advice should:

• Identify what needs to be done

• Indicate when it needs to be done – and by when it needs to be completed

• Describe any standards that apply to the work

• Include any special house techniques that are approved or used for the work

• Detail any legal compliance issues that need to be observed.

In many cases additional advice is given where actual practice by individual staff

demonstrates they cannot/do not meet enterprise requirements.

Formal on-the-job training

Where an establishment provides formal on-the-job training, one of the first training

sessions usually covers the requirements for the job you have been employed to do.

Checklists

Some properties provide checklists for staff to follow to assist them in making sure that all

tasks have been completed as required for their role.

These may be posters/lists on walls in back-of-house areas.

More information?

Visit:

• http://www.barkeeper.ie/page.asp?Page=656

• http://www.hotelcareer.com/job-descriptions/food-and-beverage.

/. (evelop and maintain product knoledge in line ith

+ob role and responsibilities

Introduction

The previous section looked at the roles requiring food and beverage knowledge and the

tasks those roles are generally required to fulfil.

http://www.barkeeper.ie/page.asp?Page=656http://www.hotelcareer.com/job-descriptions/food-and-beveragehttp://www.barkeeper.ie/page.asp?Page=656http://www.hotelcareer.com/job-descriptions/food-and-beverage


57/101

This section identifies how you can develop and maintain the required product knowledge

for various roles and responsibilities.

0ontet

The hospitality industry in general and food and beverages

in particular are a constantly changing landscape.

New products, tastes, trends are constantly emerging and

some products lose popularity and fade away.

To stay up-to-date with what is happening you need to use

a mix of informal and formal research techniques to keep

pace with these changes especially as they relate to your workplace.

Research

Research is the only way to develop and maintain product knowledge.

The key to effective research is you have to be proactive.

You must want to find out the information and you must take action to do so.

It is not usually the case information will seek you out – you have to take the initiative and

seek it out.

Informal research

Informal research is not structured or formal. It almost occurs ‘by the way’ as you do other

things.

Informal research occurs when you use workplace observation, or ask another team

member or supervisor/manager about the product and services offered by the

establishment and by your competitors.

It also occurs when you obtain information from catalogues or promotional and

information material provided by suppliers, and product manufacturers.

Other informal research options are reading F&B articles in the local newspaper, watching

F&B shows on the television, and reading books with information on food and beverages.

You could become proactive and ask for verbal customer feedback on a particular product

or service by (for example) engaging people in conversation as part of their

eating/drinking experience.

You may also talk to the delivery driver who delivers your F&B products, or the sales

representatives who call in at the workplace and notify the venue of new products and

price rises, and who also take orders for F&B products.

Formal research

Formal research is more structured and planned than informal research.


58/101

Examples of formal research include instances when you seek out further product

information by:

• Enrolling in a recognised course at a school or training college

•

Attending product launches and promotions conducted by growers, manufacturersand/or suppliers

• Attending seminars or industry nights where certain aspects/products are the focus of

the session – and where you can grow your network of

industry contacts.

Included in this research is attending or participating in in-house

training.

0ustomer feedback or orkplace observation

Staff can learn a great deal about products and services byobserving the workplace and obtaining customer feedback.

This information can also be used to evaluate products, services

and promotional incentives offered by the establishment.

Observation in the workplace may include:

• Being aware of new products and services offered on menus and drink lists

• Being aware of product returns – that is being aware of which products are frequently

returned, and finding out why

• Familiarising yourself with promotional displays and printed materials – so you

understand the information the venue is providing to customers

• Speaking with other team members about the services and products they are familiar

with – so you can benefit from their knowledge and experience

• Observing customers' reactions to a particular product or service – do they appear to

like the new drink or not? Do diners seem happy with the new food items on the new

menu? How pleased/displeased are they with the new/higher prices?

Need for a particular focus

For any research, questioning or observation to be successful it must be done with one

(or more) specific purposes in mind – you must have a definite idea of what you want to

find out about.

It is also good to know ‘why’ you want to know this information.

To obtain customer feedback the following have proved effective strategies to use:

• Ask a customer for their comments after they have bought, eaten or consumed a

product/drink


59/101

• Seek written feedback by distributing ‘Customer Comment/Feedback’ cards and

encouraging customers to compete and return them – these cards can be written to

request feedback on any topic of interest/concern to you

• Advise patrons (where applicable) of your online ‘Tell Us What You Think’ feedback

facility – and encourage them to provide feedback using this option

• Talk to customers – as part of their dining/drinking experience and ask them questions

designed to elicit information about topics you want to find out about

• Observe customer reactions to certain thing – are they happy or unhappy about a

certain aspect of service? Do they appear to like or dislike a new dish?

!hat should I develop and maintain knoledge about"

Again, the best advice is to begin/focus on products and

matters which relate to your workplace while (at the same

time, but as a secondary focus) building general industry-

wide knowledge.

It is therefore necessary to concentrate on:

• Current market trends – identifying new products,

determining what is gaining in popularity and learning

what is losing popularity/flagging in sales

• Local area products – this means knowing what is produced/grown locally and

keeping in touch with developments in F&B produced by local growers and/or

businesses: many tourists to venues are eager to sample the ‘local product’ and you

need to know what is local and what is not

• Seasonal produce – learning, for example which products are in season, and when

fruit and vegetables come in, and go out of, season

• Enterprise menus and specials – talking to chefs and participating in tastings at work

is essential so you can accurately pass on information to customers based on real-life,

personal experience of the food/drinks

• Enterprise trends – you should to keep up-to-date with changes in customer needs,

customer profiles (age; where they come from) and customer preferences as well asmanagement plans for the property

• Current food and beverage festivals – so you know what you can attend, and so you

can pass this information on to interested customers/tourists

• Promotional activities – to identify the Special Events that the venue is organising: so

you can promote it to patrons.

Sharing knoledge

It is important you share all new product knowledge with other staff as you become aware

of it.


60/101

Knowledge is no use until it is used and one way to use it is to share it.

Sharing your knowledge can be done in an informal fashion or a formal manner.

Informal sharing

Examples of sharing information informally include:

• Talking to colleagues casually while at work or during work breaks

• Telling people in a random manner about the information you found out

• Replying to question by including the new information as part of the response.

Formal sharing

The following are ways you might formally share new F&B information

you have discovered:

• Passing on information at a staff meeting

• Sharing what you know with other employees at daily briefing and

de-briefing sessions

• Developing a written handout containing the information – and

distributing it to other workers.


61/101

2. Identif* features of speci&c food and beverages hich

have potential customer appeal

Introduction

Being able to identify features of specific foods and beverages which have potential

appeal to customers is an extension of the concept of ‘product knowledge‘ as described in

section 1.1.

This section identifies – and in some cases reinforces previously presented information –

specific F&B features which should be learned.

!h* is there a need to learn this"

You must be able to describe the special features of F&B items in order to:

•

Meet customer expectations – patrons expect you to know about this: they will rely onyou to advise them, provide information and make

recommendations/suggestions

• Optimise sales – the more you know about what you have

to sell, the more likely you will be to make increased

sales. Knowledge is not only power but it also usually

translated into revenue and profit

• Enhance the customer experience – the more you can

talk intelligently and professionally with customers, the

more they will enjoy the experience and the higher the

levels of satisfaction

• Increase the likelihood of extra business – the more you know and the better you can

advise customers, the greater the likelihood of those customers returning for another

meal/drink and the greater the chance they will tell their friends and family to come

• Meet management expectations – management expects all customer-contact staff to

be sales people and product knowledge is the key to being able to do this effectively

• Demonstrate a focus on the customer and their dining experience – as opposed to

focussing on (just) what the venue wants to sell/achieve.

Features to focus on

Features should relate to:

• The relationship between specific foods and beverages

• Knowledge of specific foods

• Knowledge of specific beverages

• Products sourced from the local area

• Enterprise menus, specials and trends.


62/101


63/101

The relationship between specific foods and beverages

You should develop knowledge about the foods on your menu and the beverages which

work well together with them.

You should be able to recommend at least one generic ‘food and beverage’match/combination for every item on you menu.

Matches are commonly food and wine, or food and beer combinations.

Some venues:

• List possible matches on their menus

• Have a poster b

Documents

promote food and beverage products