HM Class Notes 4

   Class Note – 10

1) Cooking vegetarian and non -vegetarian food items

  1. Methods of cooking
  2. Different cuisines like Indian, Chinese, Italian, and Continental
  3. Prepare hot and cold sandwiches
  4. Produce basic hot sauces
  5. Produce cold starters and salads
  6. Produce basic vegetable dishes
  7. Produce basic meat dishes
  8. Produce basic poultry dishes
  9. Produce basic bread and dough products

2) Assist in Food Preparation :-

  1. Practice different types of cuts of vegetables
  2. List different types of equipment’s used in kitchen
  3. List different types of food ingredients
  4. Explain different types of cuisines
  5. Practice in Kitchen area on different types of cooking range
  6. Practice different types of cuts
  7. Practice preparation of different types Sauces, Salads and Cold starters
  8. State the importance of personal hygiene and grooming standards and apply it in day today practice

3 ) Customizing food items as per consumer ’s requirements

  1. Menu Knowledge
  2. Standard Recipes
  3. The standard requests of the customers
  4. Incorporation of various innovation in cooking
  5. Regional as well as global cooking methods
  6. Nutrition and new trends in cooking
  7. Suggesting the customer to rightly choose to enhance taste
  8. Have good knowledge on product and services and brief the customer clearly on them in a polite and professional manner
  9. Identify customer needs by asking questions
  10. Build friendly but impersonal relationship with the customers
  11. Use appropriate language and tone and listen actively
  12. Show sensitivity to gender/ cultural and social differences
  13. Understand customer expectations and provide appropriate product/services
  14. Understand customer dissatisfaction and address their complaints
  15. Maintain proper body language and dress code
  16. Communicate clearly and effectively with the guest
  17. Inform the customers on any issues and developments involving them
  18. Respond back to the customer immediately
  19. Upselling/promoting suitable products and services
  20. Seek feedback from customers
  21. Explain terms and conditions clearly
  22. Understand target customers, their profiles and needs
  23. Build good rapport with the customer
  24. Understand the market trends and customer expectations by discussing the same with frequent customers
  25. Seek feedback and rating from customer • Use customer oriented behaviour to gain loyalty and satisfaction
  26. Be friendly but not familiar with guest

4 ) Set up and Close Kitchen :-

• Identify different types of equipment’s and cleaning agents required for cleaning

• Practice cleaning the kitchen area

• Inspect different types of kitchen equipment and report if any equipment is not working

 • Practice cleaning kitchen as per SOP of the hotel/restaurant

5 ) Monitor Stock Movement :-

  1. Recall the procedure to receive supplies and materials
  2. Practice receiving supplies and checking the stock against the invoice and bills
  3. Distribute and store the supplies to the designated area.
  4. Explain the procedure to keep a track of supplies and material
  5. Assess menu planning and ways to control stocks.

6 ) Communicate with Customer and Colleagues :-

  1. State the importance of effective communication and team coordination
  2. Tell basic phraseology used to interact with customers
    • Practice on computer and smart phone to communicate with customer and colleagues
  3. Practice on dealing with different types complaints.

7 ) Maintain customer satisfaction and hospitable conduct:-

  1. Tell the importance of customer satisfaction
  2. State the importance of customer feedback
  3. Explain innovative products and services to improve customer satisfaction
  4. Practice professional and polite etiquette behaviour to interact with customer
  5. Practice on different situations to achieve customer satisfaction
  6. Communicate customer feedback to seniors
  7. Enhance brand value of company.

8 ) Follow gender and Age Sensitive Service Practices :-

• Discuss rights and respect given to women at workplace

• Explain specific requirements of different age groups of customers

• Explain different safety measures and procedures available for female colleagues and customers

• Practice to deal with female customers and colleagues related to safety issues

• Practice situation handling in case of any safety and security threat.

9 ) Maintain Health & Hygiene & safety at Workplace

  1. State different food safety and hygiene standards
    1. Explain the importance of cleanliness around the place
    1. State the importance of personal hygiene  Describe different health risks to the worker or customer
    1. Demonstrate the use of protective equipment’s and gears
    1. Differentiate different types of waste and dispose them properly
    1. Analyse hazards at workplace
    1. Practice the emergency evacuation procedures
    1. Practice on fire extinguisher and emergency evacuation mock drill
    1. Explain where chemicals and acids need to be stored
    1. Practice the safe cleaning procedure
      1. IPR and Copyright
  2. Make sure new initiatives of Hotel are not leaked out 126. Report IPR violations 127. Read copyright clause 128. Protect infringement upon customer’s interests 129. Know which aspect of customer information can be used 130. Report any infringement.