1 investing in nepal's future F U N D TRAINER GUIDE FOOD AND BEVERAGE SERVICE (

1 investing in nepal's future F U N D TRAINER GUIDE FOOD AND BEVERAGE SERVICE (WAITER/WAITRESS) THE HITT PROGRAMME One of the several skills building products developed by the High Impact Tourism Training for Jobs & Income programme (HITT) is the Food and Beverage Service - Waiter curriculum and training materials to support informal workers and potential workers in the tourism sector of Nepal, to enhance their productivity and professionalism, and increase their employability and income opportunities. The HITT programme is implemented by the Netherlands Development Organisation (SNV) through the financial assistance of European Commission (EC) Investing in People programme. The HITT initiative aims to contribute to sustainable pro-poor growth of the informal tourism sector in seven least developed and developing countries in Sub-Saharan Africa and Asia. Within the framework of this initiative, SNV and its local partners have elaborated a skill development programme for informal sector actors, notably women and youth, unskilled and semi-skilled workers, in close collaboration with the private sector. In Nepal, the HITT programme has been working with the tourism sector to identify demanded occupations, develop training curriculums, produce training material and deliver training to its beneficiaries. The six selected occupations include assistant cook, waiter, housekeeper, service excellence and hygiene, trekking guide, and homestay and lodge operators. ACKNOWLEDGEMENTS SNV would like to thank first Employment Fund Secretariat (EFS) for coordinating among TVET service providers to produce the training materials. We acknowledge expertise shared by Jhapa technical institute, Global Institute of Hotel Management, Oriental Hospitality and Tourism Training, Sahara School of Hospitality Management, Janahit Trading and Training and Lisa Gordon-Davis in the development of the training model of Food and Beverage Service - Waiter. SNV appreciates the contribution of Hospitality Solutions (HS) and Zaeem Ahmed in developing the training materials and coordinating with key stakeholders to develop the final product. Many thanks also to Monica Oliveros, Prakriti Sherchan from HITT for their inputs. Special thanks go to Bibek Shrestha who coordinated the publication of this series of manuals. We would also like to express our sincere thanks to Sanjay Madnani and his team at Umbrello Design for design and illustration. Contributions This publication has been produced with the financial assistance of the European Union. The contents of this publication are the sole responsibility of SNV and can in no way be taken to reflect the views of the European Union. For more information on Europe Aid, please visit http://ec.europa.eu/europeaid/ Table of Contents About the Food and Beverage Service - Waiter trainer guide 5 Objective of the Food and Beverage Service trainer guide 5 Trainers Kit 6 Activities 7 How to use the Trainer’s Manual 7 Resources required 8 MODULE 1: INTRODUCTION TO TOURISM, HOSPITALITY AND FOOD AND BEVERAGE 9 Topic 1, 2, and 3: Tourism Industry, Hotel and Restaurant 10 Box 1. Icebreaker 10 Box 2, 1.1, Tourism Industry Tourism Industry, Hotel and Restaurant 11 Sub - Topic 1.2.1: Inter-department Relation 12 Box 3, 1.2.1, Inter-department Relation 13 Topic 3: Restaurant 14 Box 4, 1.3, Restaurant 14 Topic 4: Staffing and Management 15 Box 5, 1.4, Staffing and Management 15 Topic 5: Attributes of a Waiter 16 Box 6, 1.5, Attributes of a Waiter 16 Topic 6 and 7, Communication & Handling Guest Complaints 18 Box 7, 1.6, and 1.7, Communication & Handling Guest Complaints 18 MODULE 2: HYGIENE 21 Topic 1 and 2: Personal Hygiene & Personnel Grooming 22 Box 8, 2.1 and 2.2, Personal hygiene and Professional Appearance 22 Topic 3: Restaurant Hygiene 23 Box 9, 2.3, Restaurant Hygiene 23 MODULE 3: RESTAURANT, BAR EQUIPMENT & HANDLING TECHNIQUE 25 Topic 1, 2 and 3: Restaurant Equipment, Carrying Plates and Dispose of damaged Cutlery 26 Box 10, 3.1, 3.2 and 3.3, Restaurant Equipments, Carrying Plates and Dispose of damaged Cutlery 26 Topic 4: Restaurant Linen 28 Box 11, 3.4, Restaurant Linen 28 Topic 5: Restaurant Furniture 29 Box 12. 3.5, Restaurant Furniture 29 Topic 6, 7 and 8: Bar Equipment, Handling Glassware and Using Tray 30 Box 13, 3.6, 3.7, 3.8, Bar and Bar Equipment, Handling Glassware and Using Tray 30 MODULE 4: RESTAURANT MENU 33 Topic 1, 2 and 3: Menu, Types of Menu and The French Classic menu Sequence 34 Box 14, 4.1, 4.2 and 4.3, Menu, Types of Menu and The French Classic Menu Sequence 34 MODULE 5: BEVERAGE & TOBACCO 35 Topic: 1, 2, 3, 4 and 5: Beverage, Tea, Coffee, Service of Tea and Coffee and Mocktails 36 Box 15, 5.1, 5.2, 5.3, 5.4 and 5.5 Beverage, Tea, Coffee, Service of Tea and Coffee and mocktails 36 Topic 6: Alcoholic Beverages 37 Box 16, Alcoholic Beverages 37 Topic 7, 8 and 9, Beer, Wine and Cocktail 38 Box 17, 5.7, 5.8 and 5.9, Beer, Wine, Cocktail 39 Topic 10 and 11: Tobacco and Serving Cigarette 40 Box 18. 5.10 and 5.11, Tobacco and Serving Cigarette 40 MODULE 6: TYPES OF SERVICE & SERVICE SEQUENCE 41 Topic 1 and 2: Types of Service and Briefing Before Service 42 Box 19, 6.1 and 6.2, Types of Service and Briefing before Service 42 Topic 3: Mis en scene & Mis en place 43 Box 20, 6.3, Mis en scene & Mis en place 43 Topic 4: Service Sequence 44 Box 21, 6.4, Service Sequence 44 MODULE 7: FOOD AND BEVERAGE CONTROL & SELLING TECHNIQUES 45 Topic 1: Cost Control & Selling Techniques 46 Box 22, 7.1, Cost Control & Selling Technique 46 Topic 2: Understanding Our Customer 47 Box 23, 7.2, Understanding our customer 47 MODULE 8: MARKETING AND TRENDS 49 Topic 1 and 2: Marketing and Trends in Food and Beverage Operations 50 Box 24, 8.1 and 8.2, Marketing and Trends in Food and Beverage Operations 50 MODULE 9: UNDERSTANDING RISKS AND PREVENTIVE MEASURES 51 Topic 1, 2 and 3: Responsibilities and Food Handler, Waste Management and Pest Control 52 Box 25, 9.1, 9.2 and 9.3, Responsibilities as a food handler, Waste Management and Pest Control 52 Topic 4 and 5: First Aid and Restaurant Hazards and Safety Measure and Handling 54 Box 26, 9.4 and 9.5, First Aid in the Restaurant, Restaurant Hazards Safety Measure and Handling 54 Topic 6 and 7: Fire and Maintenance 55 Box 27, 9.6 and 9.7, Fire and Maintenance 55 Annex-1: Introduction to HITT teaching Techniques 56 FOOD & BEVERAGE SERVICE (WAITER/WAITRESS) TRAINER GUIDE 5 About the Food and Beverage Service - Waiter trainer guide This trainer guide is developed to help the trainer to deliver the training for the Waiter course based on learner manual with a clear guidance. It is sequenced and follow the contents of the learners manual and represents each and every step in delivering each topic, with activities and interactive questions, as well as particular resources and materials that the trainer may require to deliver on each specific topic. The guide incorporates adult learning and active teaching methods specifically adapted and refined for the level of target trainer and beneficiaries alike. Throughout the development of the material, the competence of the service personnel in the Kathmandu valley were considered through market need analysis in the food and beverage sector. Industry experts and TVET services provided further technical and practical inputs focusing on the industry demands and requirements. The learning from pilot phase has been integrated in final set of training materials. Objective of the Food and Be verage Service trainer guide The goal of this guide is to equip the trainer to deliver the actual content of the learner’s manual in effective and efficient manner within an allocated time frame. Course Duration and training venue This course is designed to complete in 390 hours consisting of theory, practical activity and internship in a relevant establishment. Ideally, a classroom should have maximum 20 participants. The training venue should have sufficient space available to conduct various activities described in the trainer guide and other facilities such restaurant, bar equipment, cutlery, crockery, linen, alcoholic and non-alcoholic beverage and related tools for demonstration, role play and to practice the learning of the course. Target Audience of the trainer guide This trainer guide is designed to be used any restaurant, kitchen and service staffs and owners/managers, who have experience in food production and in service, especially those who run restaurants in Nepal. In order to extend the teaching capacity and to empower with technical and practical knowledge in the course, it is highly recommended that you attend HITT training program delivered by the “HITT master trainer”. 6 FOOD & BEVERAGE SERVICE (WAITER/WAITRESS) TRAINER GUIDE Learning Outcomes Upon successful completion of this course, the beneficiaries should be able to demonstrate and practice: • Explain the tourism, hospitality, food and beverage industry • Provide excellent customer service • Maintain personnel hygiene • Preparation for food and beverage service • Provide a food service to guests • Provide a beverage service to guests • Carry out general food and beverage and closing procedures in a restaurant • Cost controlling measures and responding to customer needs • Identify trends in the food and beverage industry • Safety and security risks in uploads/Voyage/ waiter-trainer-guide-english.pdf

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  • Publié le Sep 23, 2021
  • Catégorie Travel / Voayage
  • Langue French
  • Taille du fichier 1.9371MB