Knowledge Organiser - Irlam & Cadishead Academy
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United Learning Irlam and Cadishead Academy
® The best in everyone TM
2020 - 2021
Y10 & Knowledge
11
Organiser
September 2020 to July 2021
Name:
Tutor Group:
Tutor & Room:
“If you are not willing to learn, no one can help you.
If you are determined to learn, no one can stop you.”
1
Contents
1. Your Knowledge Organiser 39. iMedia Pre-Production Skills
2. How Do I Complete Knowledge Organiser Homeworks? 40. iMedia Pre-Production Skills
3. ICA Literacy Literacy Fundamentals 41. English Language Explorations in Creative Reading and Writing
4. ICA Literacy Literacy Fundamentals 42. English Language Writers’ Viewpoints and Perspectives
5. Art & Textiles The Formal Elements of Art 43. Literacy Summaries
6. Art & Textiles Research, Development, Sketching & Final Product 44. Literacy Macbeth - Plot & Key Characters
7. Catering The Structure of the Hospitality and Catering Industry 45. Literacy Macbeth - Context
8. Catering Job Roles in the Hospitality and Catering Industry 46. Literacy A Christmas Carol - Plot
9. Catering Working Conditions Across the Hospitality and Catering Industry 47. Literacy A Christmas Carol - Key Quotes
10. Catering Describe the Operation of the Kitchen 48. Literacy A Christmas Carol - Key Characters & Themes
11. Catering Small and Large Equipment 49. French Role Play
12. Catering Describe the Operation of Front of House 50. French Key Words
13. Catering How Hospitality and Catering Provision Meets Customer Requirements 51. Geography Development & Economy
14. Computer Science Systems Architecture 52. Geography Development & Economy
15. Computer Science Primary and Secondary Storage 53. History Conflict and Tension: First World War 1894 to 1918
16. Computer Science Data Storage 54. History Germany 1890 to 1945 Democracy & Dictatorship
17. Computer Science Networks and Network Topologies 55. History Health & the People
18. Computer Science Protocols and Layers 56. History Industrial Revolution
19. Computer Science Network Security 57. Mathematics Compound Measures
20. Computer Science Systems Software 58. Mathematics Graphs
21. Computer Science Ethical, Legal, Cultural and Environmental Concerns 59. Mathematics Solving Quadratic Equations by Factoring
22. Computer Science Algorithms 60. Science Biology Topic 1
23. Computer Science Searching and Sorting Algorithms 61. Science Biology Topic 2
24. Computer Science Programming Fundamentals 1 62. Science Biology Topic 3
25. Computer Science Programming Fundamentals 2 63. Science Biology Topic 4
26. Computer Science Producing Robust Programs 64. Science Chemistry Topic 1
27. Computer Science Boolean Logic, Programming Languages and IDEs 65. Science Chemistry Topic 2
28. Computer Science Paper 1 - GCSE Computer Science 66. Science Chemistry Topic 3
29. Computer Science Paper 1 - GCSE Computer Science 67. Science Chemistry Topic 4
30. Computer Science Paper 1 - GCSE Computer Science 68. Science Chemistry Topic 5
31. Computer Science Paper 1 - GCSE Computer Science 69. Science Physics Topic 1
32. Computer Science Paper 1 - GCSE Computer Science 70. Science Physics Topic 2
33. Computer Science Paper 2 - GCSE Computer Science 71. Science Physics Topic 3
34. Computer Science Paper 2 - GCSE Computer Science 72. Science Physics Topic 4
35. Computer Science Paper 2 - GCSE Computer Science 73. Sports Science Learning Outcome 1
36. Engineering Engineering Tools 74. Sports Science Learning Outcome 2
37. Engineering Units of Measurement & Engineering Disciplines 75. Sports Science Learning Outcome 3
38. iMedia Pre-Production Skills 76. Sports Science Learning Outcome 4
2
Your Knowledge Organiser You must bring your Knowledge
Organiser to every lesson and
place it on your desk at the
beginning of each lesson.
United Learning Irlam and Cadishead Academy You must keep all of your
® The best in everyoneTM 2020 - 2021 Knowledge Organisers because
the fundamental knowledge
required in Year 10 will also be
Y10 & Knowledge required in year 11.
11
Organiser
Knowledge Organisers are
September 2020 to July 2021
NOT a replacement for revision
guides but they include the
Name:
Tutor Group:
Tutor & Room: fundamental knowledge that
ALL students in Year 10 require.
“If you are not willing to learn, no one can help you.
If you are determined to learn, no one can stop you.”
1
Knowledge Organisers
Knowledge Organisers contain critical, fundamental knowledge
that you MUST know in order to be successful in Year 10 and
subsequent years.
They will help you recap, revisit and revise what you have learnt in
lessons in order to move the knowledge within from your short-term
memory to long-term memory.
01
How Do I Complete Knowledge Organiser Homeworks?
You will be set a MINIMUM of 2 Knowledge Organiser homeworks in every subject each half term
STEP 1 STEP 2 STEP 3
Check Microsoft Teams and identify what Write today’s date and the title from your Write out the keywords/definitions/facts you
words/definitions/facts you have been Knowledge Organiser. have been set from Microsoft Teams in FULL.
asked to learn.
STEP 4 STEP 5 STEP 6
Cover the definitions apart from the first. Cover up ALL the definitions/facts and write Check your answers and correct where
Read it, Cover it, Say it in your head, check them out from memory. required. Repeat Steps 4 to 6 until you are
it… REPEAT until confident. confident.
You will be tested on the words/definitions/
facts as a starter activity in your lesson on
the day that the homework is due.
This will be completed in your normal
exercise book and you will mark it in class.
02
Can I write in paragraphs? I am proud of my work because... Can I use different sentence types?
The TIPTOP rule • I have written clearly so that my reader Simple sentences: Contains a subject and a verb and
can understand my writing easily. can contain an object.
You move onto a new paragraph when you • I have checked my spelling and • Sarah likes to read in the library.
change Time, Place, Topic or Person. • Tom enjoys reading at home.
corrected any errors.
• I have used full sentences with a subject Compound sentences: Joins two simple sentences
1. I always start an essay with an introduction and a verb. using the connectives: for, and, nor, but, or, yet, so.
which addresses the question. • I have used correct punctuation and • Sarah likes to read in the library but Tom
2. I finish an essay with a conclusion to grammar. prefers to read at home.
summarise the main points of my argument • I have paragraphed my work using TIPTOP.
and to address the question again. Complex sentences: A complex sentence contains
• My writing is suitable for the person I am a conjunction such as because, since, after, although,
3. I use connectives in each paragraph to link writing for. or when.
my ideas and to put them in a logical order. • Because Robert felt tired, he only studied for
an hour.
Furthermore But Meanwhile Can I spell familiar words accurately? • Although the rain had stopped, the pitch was still
Whereas Since Nonetheless water-logged.
Nevertheless Yet However • Paul enjoys Music, however, he is more
Common contractions proficient in Art.
Alternatively Therefore Although
Consequently Besides Moreover We must use an apostrophe to replace any letter(s)
we have left out. Homophones
11 o’clock How’s They’d Where’ll I have checked that I have not mixed up my
Have I used the correct grammar? Aren’t I’d They’ll Where’s homophones.
Can’t I’ll They’re Who’d Affect/effect One/won
I am aware that I must use language that is
Couldn’t I’m Wasn’t Who’ll Bare/bear Passed/past
appropriate to my reader.
Didn’t Isn’t We’d Who’s Brake/break Peace/piece
• No slang that lesson was bangin’ Doesn’t It’d We’ll Why’d Buy/by Practice (n)/practise (v)
• No informal language I’m gonna do my
Don’t It’ll We’re Why’ll For/four Read/red
homework now
Hadn’t It’s Weren’t Why’s Flour/flower Sea/see
Other things to consider: Hasn’t Mightn’t What’d Won’t Grate/great Sight/site
I am clear about the purpose of this
Haven’t Mustn’t What’ll Wouldn’t Hair/hare Son/sun
piece of writing
He’d Shan’t What’s You’d Hole/whole To/too/two
I know who my audience is
I will use a suitable layout and text type He’ll She’d When’d You’ll Hour/our Wait/weight
He’s She’ll When’ll You’re Knight/night Weak/week
How’d She’s When’s Know/no Wear/where
ICA Literacy
How’ll Shouldn’t Where’d Meat/meet
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03
Basics: Can I use punctuation? Apostrophe for Possession
(To show that something belongs to another)
• Every sentence must start with a capital letter.
The Apostrophe
• Every sentence must finish with some form of If a single thing/person owns anything,
punctuation: .?! I always aim to use apostrophes correctly. add an apostrophe + ‘s’.
• Proper nouns need capital letters. These are There are two main reasons why we use apostrophes: for • The dog’s bone
unique people, places or things e.g. there are possession and to replace a letter or letters • The boy’s homework
many cities so ‘city’ doesn’t take a capital • Jones’s bakery
Note: Apostrophes are NEVER used to denote plurals
letter. However there is only one London, • Yesterday’s lesson
therefore it takes a capital letter. However, if it is plural (more than one), an
Indicates that a sentence has
• When writing titles of works such as books, films Full stop . finished apostrophe comes after the ‘s’.
or plays: • The dogs’ bones
Indicates a slight pause in a
• Capitalise the first word sentence, separates clauses in • The boys’ homework
• Capitalise any main/important words Comma , a complex sentence and items • Joneses’ bakeries (lots of Jones families)
• Don’t capitalise minor words such as in a list • Many websites’ content is educational
‘and’, ‘of’ or ‘the’ e.g. The Sound of Music,
Question mark ? Goes at the end of a question
The Wizard of Oz, Harry Potter and the
Goblet of Fire Goes at the end of a dramatic
There/their/they’re
Exclamation
• When writing speech: ! sentence to show surprise or Note: special care must be taken over the use of
mark shock there, their and they’re as they sound the same but
Go to a new line when a different
are used quite differently:
person speaks e.g. “Good morning” said Apostrophe ‘
Shows that letter(s) have been
left out or indicates possession • There shows position Your seat is over there
the Headteacher.
• Their shows that ‘they’ own something Their blazers
“It’s the afternoon!” replied the student. Indicate direct speech, the
Speech marks “” exact words spoken or being are navy blue
Each person’s speech is marked with
quoted • They’re is short for they are as in They’re revising
speech marks e.g. “Walk on the left”
every day
said Mr Mathews. Introduces a list, a statement or
Colon : a quote in a sentence
Separates two sentences Its
Semicolon ; that are related and of equal Note: its, which shows that something owns something
Can I spell accurately? importance
(like our, his etc.), does not take an apostrophe: the
Separates extra information dog ate its bone and we ate our dinner.
1. Sound out the word 6. Look it up in a dictionary/
Dash / hyphen - from the main clause by
holding words apart
2. Think about how it looks spellchecker
7. Ask a friend or teacher Can be used like dashes, they
3. Think about a similar word
Brackets () separate off extra information Your/you’re
4. Is there a memory sentence 8. To learn it: look, cover, write, from the main clause
for this word? (e.g. big
check Note: special care must be taken over the use of your
To show a passage of time, to
elephants cannot always
9. Once you’ve solved it, add and you’re as they sound the same but are used quite
the correct spelling to your
Ellipsis ... hook the reader in and create
use small exits) suspense differently:
own word bank.
5. Find the word in a list – • Your is possessive as in this is your pen
• Key words list
ICA Literacy • You’re is short for you are as in you’re coming over
• Frequently used words list to my house
• Your own word bank
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04
Art & Textiles
1 of 2
Artist You May Study in Art/ Textiles
Sarah Graham Antoni Gaudí Angie Lewin Pricilla Jones
British painter Sarah Graham was born in A Catalonian architect born in 1852. His British printmaker. She was famous with the An award-winning mixed media artist based in
1977, and works almost exclusively in oil on work whose distinctive style is characterised works of screen printing, lithography, wood Lancaster, who has exported her designs to Japan, the
canvas. She completed a BA (Hons) in Fine by freedom of form, voluptuous colour and engraving and linocut. She was born in USA and across Europe, including freelance designs for
Art painting from De Montfort University, texture, and organic unity. Gaudí worked October 1963 in Bollington, Cheshire. greeting cards, wallpaper, fashion and interior fabrics.
Leicester in 2000. almost entirely in or near Barcelona. Priscilla’s unique art work in both 2D and 3D is known for
its etherial feel and shabby chic colouring.
Techniques Specific to Drawing Colours Composition
Hatching • Warm colour Composition
Drawing of fine lines in close proximity especially to give an effect of shading. • Cool colours The arrangement/ layout of shapes / objects on the page.
• Complimentary Foreground, Mid-Ground, Background
Cross Hatching
colours The areas of the front, middle and back of a drawing or
Drawing lines that’s cross over each other to give the image depth and shadow.
• Shade painting.
Blending • Tone
Gradually blend and build upon tones whether with pencil or colour. The change of tone should Focal Point
• Tint The part of the artwork which stands out and catches the eye.
be subtle.
Perspective
Stippling
The way of drawing that objects appear to get smaller and
Drawing or painting, applying small dots to provide tone. The closer the dots, the deeper the tone.
closer the further away they are from the viewer.
The Formal Elements of Art
Colour Colour Wheel Line Pattern Texture Tone
Shape
Form
05
Art & Textiles
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A01 Develop (Research) A02 Refine (Development)
Showing independent and creative research and investigation. Using ideas from A visual story of work showing clear links and a thought process in your project.
primary resources e.g. trips/ photographs. Demonstrate experimentation of ideas and techniques.
• Research • Develop/ experiment
• Independent • Visual story
• Theme • Sketching (pencil, pen)
• Artist/ Fashion designer • Painting (watercolour and acrylic paint)
• Art movement • Charcoal
• Pastels
• Photographs
• Oil pastels
• Trips (galleries, museums, fashion
shows etc.) • Lino printing
• Mono Printing
• Colour swatch
• Block printing
• Keywords
• Photoshop
• Title
• Collage
• Innovative
• Marbling
• Digital • Embroidery
• Mounted • Beading
• Freehand machine stitching
A03 Refine (Sketching) A04 Present (Final Product)
Skilful and realistic sketching through a range of materials, sketching from primary A professional and sophisticated final piece which has clear links to A01, A02 and A03
sources if possible. (this should take you at least 10hours to complete).
• Realistic • Skilful
• Tonal • Relevant
• Professional • Sophisticated
• Shading pencil • Developed
• Colouring pencil • Chosen media
• Biro
• Fine Liner
• Paint
• Collage
• Mixed media
• Machine stitching
• Paper surfaces (white
paper, brown paper,
sugar paper, graph
paper, paper towel,
newspaper etc.)
06
Catering
Understand the Environment in which the Hospitality and Catering Providers Operate
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The Structure of the Hospitality and Catering Industry
• The Hospitality and Catering Styles of Food Service Benefits of Ratings? Good Food Guide ***** Five Star
sector includes, pubs, bars and Depends on: • A good establishment could see an Members of the general public who • Excellent staffing levels with dedicated teams with
nightclubs; restaurants; self-catering management levels.
• Type of establishment increase in business from people have visited the establishment fill in a
accommodation, holiday centres • Exceptional levels of proactive service and customer care.
wanting to try the food. review which is compiled into a guide. • All areas of operation should meet the Five Star level of
travel and tourist services; visitor • Type of food being served
• It generates publicity for the Award points for excellence. quality for cleanliness, maintenance, hospitality.
attractions and hotels. Hospitals, • Cost of the meal or food establishment. • Score 10 -2 • Hotel open seven days a week all year.
prisons, schools armed forces and • Time available for the meal • Customers might come from further • Score 9 – 4 • Enhanced services offered e.g. valet parking, escort to
social care. away to dine. bedrooms, ’24-hour reception, 24-hour room service, full
• Type of customer • Score 8 – 13
• It has grown over the last 20 years • Customers can identify less good • Score 7 – 23
afternoon tea.
and, despite recession, is predicted • Number of customers • At least one restaurant, open to residents and non-
establishments.
to continue to grow. The sector as • Availability of serving staff residents for all meals seven days a week.
a whole currently employs almost 2 • Minimum 80% bedrooms with en suite bathroom with WC,
Types of Ratings
Counter Table Personal bath and shower.
million people.
• Facilities e.g. secondary dining, leisure, business centre,
Service Service Service spa,
• Cafeteria • Plate • Travel Online Review Sites • At least one permanent luxury suite available, bedroom,
• Self service service • There are a number of online review lounge and bathroom).
service • Family • Tray sites where anyone can post their
• Fast food service service reviews of an establishment. **** Four Star
• Take • Silver • Vending • With a large number of reviews, a • Higher quality of service levels in all departments and in
restaurant’s average score is likely general higher staffing levels: as well as a serious approach
away service service
and clear focus to the food and beverage offering.
• Buffet • Gueridon to be reasonably accurate.
• All areas of operation should meet the Four Star level
• Carvery service • There are guidelines to clamp down
of quality for cleanliness, maintenance and hospitality,
on establishments that give away residents should have 24 hour access, facilitated by on-
freebies for a good review or give duty staff.
Contract Caterers themselves good reviews! • 24 hour room service, including cooked breakfast and full
Michelin Stars dinner during restaurant opening hours
• Food for functions such as weddings, • Services offered, e.g. afternoon tea, meals and lunchtime
Residential Establishments banquets and parties in private houses. Anonymous inspectors visit
• At least one restaurant, for breakfast and dinner seven
• Prepare and cook food and deliver it establishments and have a meal and
Hotels days a week.
Services to the venue, or cook it on site. write a review of the establishment • All bedrooms with en suite bathrooms showers.
Guest houses Suppliers
and food • They may also provide staff to service can award stars for excellence. • Wi-Fi or internet connection provided in bedrooms.
Bed and breakfasts
provided the food, if required. Out of 3,600 establishments inspected • Hospitality and catering
Farmhouses
varies • Complete catering solutions for works in Great Britain and Ireland they establishments usually need *** Three Star
Motels
by price canteens etc. awarded: to purchase supplied in large • All areas meet the Three Star level of quality for cleanliness,
Holiday parks
charged quantities. maintenance and hospitality.
Some public houses • 3 ***
Planning Menus • From glassware to custard powder • Residents have access at all times during the day and
• 23 ** evening Dinner served a minimum of six evenings a week
to meat to bed sheets and
• Who is the event for? E.g. mixed ages, • 143 * with bar snack or equivalent available on seventh.
Non-Commercial Establishments bathroom soap.
children, teenagers. • Room service as a minimum of hot and cold drinks
• Establishments use wholesalers an
Services and • How is it going to be served? E.g. hot and light snacks (e.g. sandwiches) during daytime and
specialist markets where the price
food provided buffet, plate service, finger food, sit evening.
Hospitals charges for large quantities is lower • All bedrooms with en suite bathrooms.
varies by the down meal.
Prisons and the VAT is calculated by the • Internal or direct dial telephone system required.
situation and • What are the special requirements?
Meals on wheels establishment so not added to • Wi-Fi available in public areas.
the needs of E.g. vegetarians, non spicy food,
Residential care homes the cost.
the clients. Not traditional meal.
Armed services AA Rosettes & Stars * One Star
required to • What foods are appropriate for the
make a profit event? Egg wedding, Christmas meal, Inspectors visit restaurants or • Minimum of five bedrooms.
seasonal foods. hotels and write a review of the • All bedrooms with en suite or private facilities.
Non-Residential Establishments establishment -award rosettes for • Guests have access to the hotel at all times.
• How much is the price per head?
restaurants, stars for hotels. • Proprietor and/or staff on site all day and on call at night.
Restaurants Services E.g. cheap and cheerful, full gourmet • A dining room, restaurant serving a cooked or continental
Fast food outlets experience, buffet. Restaurants breakfast seven days a week.
and food
Public houses provided 12 • A dining room, restaurant serving evening meals at least
Bars varies by 38 five days a week.
Delicatessens the situation 173 • A bar or sitting area with a Liquor (alcohol) Licence.
Take away outlets • Hotel open seven days a week during its operating season.
and price • Proprietor and or staff available during the day and
School meals charged
Burger vans Poor Reviews evening to receive guests and provide information.
• What could this do for their reputation? • A clearly designated reception facility.
• How could they address these?
07
Catering
2 of 7
The Structure of the Hospitality and Catering Industry Job Roles in the Hospitality and Catering Industry
Specialist Markets Frozen Foods Suppliers • A smaller establishment may have Commis Chef Restaurant Manager
Supply frozen ingredients as well as one manager in overall control of Le commis Maître d’hôte
Advantages Disadvantages the day to day running. • The restaurant manager
pre made and pre portioned food. Chef in training, helps in all areas of
• A larger establishment nay have is in overall charge of the
Large choice of May not be easy to the kitchen to gain experience, and restaurant.
several managers each responsible
commodities get to e.g. London complete training, answers to the • Takes bookings, relays
for a different area of the business.
chefs de partie for the section they information to the head
E.g. chef, completes staff rotas,
Several suppliers at are working on.
Work through the • Food services manager ensures the smooth running
the market means • Head chef of the restaurant.
night and close early Kitchen Assistants
costs are kept down Restaurant Supplies • Bar manager
in the morning Kitchen assistants carry out a range Managers Responsibilities
by competition From specialist companies. • Office manager
• Maintenance/housekeeping of jobs including washing up, Depending on the size of the establishment,
fetching and carrying, preparation management responsibilities may include the
Costs of transport manager
Supplies are always at of vegetables and ingredients. They following:
back may be • Dealing with complaints
their freshest Head Chef could be training to be a commis
expensive • Setting budgets and monitoring spending
chef.
The head chef (Executive chef) is a • Ensuring that wages are paid
Purchaser has to management level position. • Complying with legislation
Sauce Chef • Setting staff rotas
New supplies in every judge quality for The head chef is responsible for:
day themselves before Le Saucier • Interviewing applicants for jobs
• Menu planning • Setting standards of service
they buy Prepares sauces, stews
• Food production
Catering Equipment and hot hors d’oeuvres
• Costing and purchasing Patience, Tact and Diplomacy
Local Suppliers Specialist large scale catering and and sautes food to
• Staff work rotas and training You need to be sensitive when dealing with
kitchen equipment from specialist order, After the head
Advantages Disadvantages • Hygiene of the kitchen and staff others who have difficult issues, when solving
companies. chef and the sous chef the sauce
• Stock control problems or dealing with complaints. Always
chef is the next in line.
Local deliveries, less answer politely and make sure the customer is
May not have a wide
Sous Chef happy. E.g. if they ordered a steak medium and
environmental impact selection Vegetable Chef then say it is undercooked even if it is medium.
• The Sous chef (sous = under in
L’entremetier
Smaller companies French) is directly in charge of food
May use local farms production, the minute by minute Prepares hot appetisers Team Player
buy in smaller and often prepares Hospitality jobs need people to be team players
and companies for supervision of the kitchen staff, and
quantities so costs the soups, vegetables, and communicate effectively and correctly with
commodities more food production. their co-workers to ensure the smooth running of
• A sous chef will also have many pastas and starches,
the establishment.
years experience in all stations side dishes. Sometimes
Smaller firms, personal May not be able to The Kitchen Brigade split into soup (le potager) and
of the kitchen and level 4 Personal Presentation
business relationship supply large orders vegetable (le legumier) chefs.
qualifications gained over years Workers must have good standards of personal
May be able to of study. hygiene, tidy appearance and good posture.
• This role is more kitchen based than Larder Chef Smart dress, tidy hair and non-visible tattoos give
change order at short
the head chef which may have Le garde manger a good impression of the establishment.
notice
office based duties as well. Responsible for preparing cold foods,
including salad, cold appetisers, pates Honesty
Large Wholesalers When dealing with serving drinks and taking
Pastry Chef and buffet items.
payments as well as other working situations you
Advantages Disadvantages Le Patissier
must be honest and transparent with your job.
The pastry chef is responsible for the Telling the trust if something happens and being
Very large range of Staff Structure in a Hotel preparation of baked goods such as honest with money are essential.
May be expensive for
commodities and pastries, cakes, biscuits, macarons,
pre-made foods
sundries chocolates, breads and desserts, Other areas- Chefs de partie Initiative
special occasion cakes. In larger • Poisonnier - fish Being able to work on your own initiative is a very
Can have in house establishments, the pastry chef often • Legumier - vegetable important quality, anticipating customer needs
Have to order well in
has team in their own kitchen. accompaniments and solving problems, if something spills, clear
butchery department advance it up without having to be told, if a customer is
• Potager - soups
looking unhappy with their food as if everything
Pre-made and pre • Boulanger - bread and baked is okay.
Set delivery days goods
portioned food
• Boucher - prepares meat and Self-Motivation
Have to order large charcuterie Being self-motivated means trying to do your
Large bulk packaging • Glacier - chilled and frozen desserts best, not having to be constantly asked to do
quantities to get a
of ingredients • Friturier - fry chef things, being at work on time, making sure things
discount
• Grillardin - grill chef are done even if it was not your duty.
08Working Conditions Across the Hospitality and Catering Industry Factors that Affect the Success of Hospitality and Catering Providers
Employers want to employ most workers when Full-Time and Part-Time Employees Must Have Legislation that Protects Workers Reasons for Failure • Overheads – Anything not
they have busy times. 1. A written statement of employment or • Disabled Discrimination Act 1995 1. A saturated market – there is a fine connected with making products.
contract setting out their duties, rights and • Equal Pay Regulations 1970 lone between competition & too • Economy – when the economy
Busy Times Days of the Time of the • Health and Safety at Work 1974 many for the number of customers. slows down, business have lower
of Year Week Day responsibilities.
2. The statutory minimum level of paid holiday • National minimum wage 2. General business incompetence – sales as consumers eat out less
• Christmas • Friday • Lunchtime 28 days for full time workers. • Working Times Regulations 2000 46% of business fail due to lack of because they have less disposable
• Tourist • Saturday • Afternoon 3. A pay slip showing all deductions, e.g. business knowledge. income.
season • Sunday • Dinner time The National Minimum Wage 3. Lack of capital – not enough • Environment – 3 Rs, packaging,
National insurance, tax. Earning above £155
• School • Pay day • Breakfast a week. • £3.50 Apprentice Rate money to get through the first few food waste, global warming,
holidays • £4.05 16-17 Year Old Rate months. carbon footprint, clean eating.
4. The statuary minimum length of rest breaks-
• Mothers day • £5.60 18-20 Year Old Rate 4. Location – either not enough • Technology – using technology to
• Valentines one 20 minutes break for 6 hours worked.
5. Statutory Sick Pay (SSP) £88.45 per week for • £7.05 21-24 Adult Rate people walk past (foot-fall) live & improve service, delivery and stock
Working Hours 26 weeks (some may get full wages for a • £7.50 25+ National Living Wage work nearby. control – touch screen customer
• Hospitality and Catering jobs tend to be limited amount of time). 5. Quality of life – most restaurateurs ordering, EPOS systems, stock
Monthly Salaried Staff
long hours, early starts for breakfast in a 6. Maternity, paternity and adoption pay and work 60 hours a week – not the management, apps for delivery
Work fixed hours or shifts e.g. managers,
hotel to late nights for dinner in a restaurant. leave-90% of earnings for 6 weeks then glamorous life they thought. services.
receptionists, housekeepers.
• Staff will still get 2 days off a week but it will £139.58 for next 33. 6. Lack of industry experience – most • Emerging and innovative cooking
be quieter days instead of the weekend. Hourly Paid Staff successful restaurateurs tend to techniques – sous vide, clean
• Shifts could be 6-3, 11-6, 3-11 or other hours. Hours of work vary day to day, paid for the have previous industry experience. eating, steaming, new restaurants.
Role Yearly Pay (Gross) • Customer demographics and
• Monthly salaried staff may not have set actual hours they work either at the end of a 7. Failure to create a good enough
hours e.g. Head Chef who might work from shift or weekly e.g. waiters, kitchen assistants. brand – they did not incorporate lifestyle – delivery services
Hotel manager £40,187
early morning to late night every day. the 12 Ps of restaurant branding. Facebook Twitter.
Paid Annual Leave (Place, Product, Price, People, • Customer service – customer
Restaurant
Contracts of Employment £33,940 All workers are entitled to 28 days paid leave Promotion, Promise, Principles, satisfaction – free WiFi, order online.
manager
annually. Props. Production, Performance, • Competition – low cost food (£1
Full-Time Staff = over 36 hours a week Positioning and Press). menu, coffee McDonald’s espresso
Head chef £33,521 • No legal right for employees to be given
• Have permanent jobs and work all year. Bank and Public Holidays. Most hospitality 8. Name of the restaurant is too long. v Starbucks).
• Contract explaining the terms of their staff would work these days. A restaurant with a name that is
Bar manager £28,163 Costing Recipes
employment. brief, descriptive and attractive is
• They may work set shifts or have shifts that To calculate holiday entitlement: In order to calculate selling price and
Sous chef £26,278 more likely to succeed.
change daily/weekly/monthly. Multiply the full-time entitlement (28 days) profit for dishes you need to calculate
9. Lack of differentiation – the brand is
• They will work a set amount of days over a 7 by the number of days worked and divide the recipe cost
Pastry chef £24,464 not different enough.
day week, including weekends. by the number of days full-time staff work.
10. Poor financial controls – Main costs Ingredient Cost = (Pack Cost ÷ Pack
• Entitled to sick pay and holiday pay. Entitlement for 3 days a week: 28 x 3/5 = 16.8
Duty manager £22,215 – labour and food exceed 60% of Weight) x Weight Used
• Entitled to maternity pay. days.
sales.
Divide by the number of portions
Part-Time Staff = 4-16 hours a week Waiting staff £21,974 Compulsory Rest Breaks made for the portion cost
Factors Affecting Success
• Have permanent jobs and work all year. • Adult workers are entitled to 24 hours off in • Trends healthy food options, pop- Selling Price
Bar staff £21,236
• Contract explaining the terms of their each 7 day period and young workers (15- up bars, cafés and restaurants, Selling Price = (Portion Cost ÷ 30)
employment. 18) are entitled to 2 days in 7. cronut, clean eating, low carb,
Chef de partie £21,106 x 100
• They may work set shifts or have shifts that • Adult workers are entitled to at least 20 good fats.
change daily/weekly/monthly. Commis chef £16,276 minutes uninterrupted rest if their working • Political factors – increasing Costs for an Establishment
• They will work mostly at the busiest times of day is longer than 6 hours. regulation – from government Materials Costs Food Costs
the day/week including weekends. • Young workers are entitled to 30 minutes due to health issues, Brexit, use of • Soap • Ingredients
Tips
• Entitled to sick pay and holiday pay (in rest if their working day is over 4.5 hours migrant labour, migrants – ethnic • Loo roll • Pre-made
proportion). Most establishments divide between the • Menus foods
long. foods.
• Entitled to maternity pay. workers, don’t count towards minimum wages • Order pads • Bar food and
• Media – Strong global brand, Good
but you should pay tax on them. • Cleaning drink
Temporary Staff What is Portion Control? community reputation – children’s
Other remuneration: materials • Food and drink
• Portion control is the amount of each menu charities / Ronald McDonald
• Employed for a specific length of time such • Flowers for staff
• Meals item that is served to the customer. House, celebrity chefs, celebrity
as the summer tourist season or the month Overhead Costs Personnel
• Accommodation endorsements, Masterchef.
of December. • It depends on the type of customer, the • Heating, Costs/Wages
• Uniform • Costs – need to make a profit.
• Temporary staff have the same rights as type of food served. lighting • Chefs
• Bonuses Consider cost of everything you
permanent staff for the duration of their • Some foods are served in very small portions • Furniture • Kitchen
buy and selling price.
contract. due to the high cost of the item e.g. caviare • Maintenance assistants
Conditions for Workers • Material – Anything involved in of equipment • Bar staff
• Temporary staff employed for longer than 2 is served by the teaspoon.
• Provision of uniform making product. • Curtains, • Waiting staff
years become permanent by law.
• Optional overtime • Labour – Costs of staff. carpets • Managers
Benefits of Portion Control
Casual Staff/Agency Staff • Working hours • Casual staff
• Keeps the food cost down.
• Work for specific functions and can be • Meal allowance
employed through an agency. • Pension • Keep losses in food preparation and serving
• They do not have a contract or set hours
of work.
•
•
Minimum wage
Training adequate to job
to a minimum.
• Offer a consistent portion to customers.
Catering
• They are needed at busier times of the year • Equal opportunities – recruit, promote, train • Minimise waste e.g. leftovers. 3 of 7
e.g. At Christmas or for weddings, New • Health and safety – a right and a
• To make a profit which is constant.
years eve. responsibility 09Catering
4 of 7 Understand How Hospitality and Catering Provisions Operate
Describe the Operation of the Kitchen Small and Large Equipment
• Layout • Need sinks, pot wash facilities and hand Work Surfaces Where do you get kitchen Knives
• Work flow washing. Must be strong, hard wearing and easily documentation from? 1. Store knives safely so you don’t
• Operational activities • If separation by area is not possible, then cleaned. Stainless steel with wheels that can • Purchased from stationers. cut yourself accidentally.
• Equipment and materials do a preparation before cleaning down for be moved out of the way while cleaning. • Designed in-house. 2. Clean Knives after each use.
• Stock control cooking. Floor • Central purchasing. Gently scrub the knife, then wash
• Documentation and administration Hard wearing, easy to clean, non-absorbent it off with hot water. Dry with a
Types of Kitchen Documents:
• Staff allocations Cooking and non-slip. Coving with the walls prevents clean cloth.
• Temperature charts – fridge, freezer,
• Dress code • Consider requirements of menu and ability dirt and food particles from accumulating. display, point of sale. Taken at least 3. Use knives for the purpose that
of staff. Walls twice per day. they were intended. Not a
Kitchen Workflow • Time sheets – logging staff working replacement for a screwdriver!
• Flow must suit style of service e.g. fryers and Smooth, can be tiled or lined with stainless
Workflow in the kitchen should follow a logical steel as splashback light colour to show dirt hours. 4. Cut with a slicing action i.e.
grills near to point of service for fast cooking
process by using different areas so that the easily. • Accident report forms – used to report forwards and backwards.
and bulk cooking further away.
clean stages in food production never come any accidents and near misses.
into contact with the ‘dirty’ stages. • Need work surface beside cooking
Layout of a Hygienic Kitchen • Food safety information – blast chill
equipment so there is somewhere to put
1. Delivery records, food related incidents and
foods down.
2. Storage cleaning rotas.
3. Food preparation • Gas and electric supply near to cooking • Equipment fault reports – what was
4. Cooking equipment. the issue and how it was dealt with.
5. Holding • Stock usage reports – order books,
Holding stock control sheets, requisition books,
6. Food service area
7. Wash up • Needs to be near food service area. invoice, delivery notes. Pans
8. Waste disposal • Hot holding needs food to be over 63C. Establishments have a legal responsibility • Use the right size pans. If any food
• Cold holding in chillers e.g. desserts. to work safely and hygienically. Records sticks to the pan, soak in water.
Workflow kept to prove this and in case of due
Food Service diligence proof.
• Should be located close to the cooking 1. Temperature charts.
process so handling in minimized. 2. Time sheets. TEFLON Lined Pans
3. Accident report forms. • Avoid scrubbers which scratch,
• Area for plating up if A la Carte restaurant. steel spoons and slicers as they
4. Food safety information.
• Replenish food during service for buffets and Stock Control 5. Equipment fault reports. cause the items to lose their non-
counters. Perishable food and products that do not stay 6. Stock usage reports. stick quality always use a wooden
Organising the kitchen into separate areas for fresh for very long. spoon.
separate jobs is the heart of hygienic kitchen Washing Up • Fresh fruit, vegetables Importance of Documentation
design. The e layout will depend upon the size • Space for sinks and dishwashers. • Dairy products Why must they be completed? Bowls/Dishes
of the kitchen as well as on the type of meal • Meat and fish 1. Maintaining organizational • Use the right bowl for the dish.
• Area for dirty items before washing and
it prepares. • Only buy enough to last a few days procedures. Wash and wipe dry after every
for clean items after washing needs to be
because they will not last 2. Safety of staff and customers. use.
segregated to prevent cross contamination.
Delivery • FIRST IN FIRST OUT – stock rotation 3. Legal requirements.
• Ventilation to remove steam. Whisks
• Ensure vehicles have access to the premises. Staple foods and supplies that are canned, 4. Complying with food and safety
• Special attention should be paid
• Space for a good check in area before Waste bottled, dried or frozen. These have a longer legislation.
to where the wires meet at the
entering the kitchen. shelf life and so do not need to be purchased 5. Complying with accounting and
• Try to keep separate from food preparation base. Do not bang.
as frequently. Larger amounts can be bought taxation practices.
area.
Storage to get cheaper prices and can be stored. 6. Ensuring accurate payment of bills.
• Storage that gives pest prevention. Sieves/Strainers/Colanders
7. Ensuring profitability of Kitchen.
• Store close to the delivery area so delivery • Condiments • Wash immediately after every use.
personnel do not enter the food preparation Hygienic Kitchen Design • Canned vegetables Kitchen Dress Code
areas. • Frozen foods including meat, fish and Wooden
Ventilation Chef’s uniform:
• Bulk suppliers may have minimum orders deserts • Scrub with a brush & hot water.
Effective ventilation system to remove the • Chef’s jacket
which need a lot of storage. • Sauces Dry thoroughly. If items are left
heat, steam and condensation from the • Chef’s pants
• Flour, sugar, fat, oil wet, cracks can appear. Do not
kitchen. Bacterial growth in moist conditions. • Hat
Food Preparation • FIRST IN FIRST OUT stock rotation use broken wooden spoons as it
Sinks • Neckerchief can leave shavings in the food.
• Food preparation area should be between For Washing food and utensils. Hot and cold • Apron
storage and cooking areas. Documentation and Administration
water, stainless sinks are the best. Complete kitchen documents: • Hand towel Plastic
• Separate different processes e.g. raw meat • Slip-resistant shoes • Jugs, etc. should not be
Waste Disposal • They must be legible (readable).
separate from pre prepared foods. Waste disposal unit or separate waste bin with Where an item of clothing is for personal kept near direct heat
• At correct interval (daily, hourly).
• Separate high risk food area. a lid that can be foot opened. • Completed accurately. protection while doing the job then the as it can discolour or
• They must be signed and date. employer must provide it free of charge. melt.
10Catering Describe the Operation of Front of House
5 of 7 • Layout; Work flow; Operational activities; Equipment and materials; Stock control;
Documentation and administration; Staff allocations; Dress code; Safety and
security
Small and Large Equipment Food Service
Table Counter Personal
Handling Small Equipment Baking Mixers Service Service Service
1. Do not apply too much pressure while Ensure the parts underneath the arm
handling these equipment as they are cleaned. Food can be service in many ways. The type of service depends on the following
can break easily. • Switch off electrical supply and clean factors:
2. Always wash and wipe well after each the blade/whisk thoroughly, as well • The type of establishment or where it is.
use personally. Do not put these in the as the top. • The type of food or menu being served.
wash up area as it can be misplaced • Do not clean when moving.
or broken. • The cost of the meal or food.
3. Keep in the correct and safe place of Toasting • The time available to the meal.
the kitchen for the others to use. • The type of customer.
• The number of customers expected.
Large Equipment
• The availability of skilled serving staff.
Depending on the type of establishment
the equipment may be similar size
Restaurant Manager
and type to domestic equipment may
be similar size and type to domestic • The restaurant manager is in overall charge of the restaurant.
equipment or larger scale for mass General Safety Precautions Fryers • Takes bookings, relays information to the head chef, completes staff rotas, ensures
catering. All pieces of equipment are 1. Equipment must be turned off before • Check the level of oil is above heater the smooth running of the restaurant.
used more than domestic kitchen ware cleaning. coils.
so need to have the following qualities: • Avoid spilling any water in the oil. Head Waiter(ess)
2. Use correct cleaning materials. • Second in charge of the restaurant.
• Head Wearing • Do not overheat the oil.
3. Any specific instructions should be • Greets and seats customers, relays information to the staff.
• Easy to store • When cool, drain off the oil into a
observed. • Deals with complaints and issues referred by the waiting staff.
• Easy to clean container.
• Economical to use 4. After cleaning, washing and drying • Lift up coils and take out containers &
the equipment. wash thoroughly. Wine Waiter
• Suitable size for establishment
5. Any attachments should be stored • Rinse & dry well. Add clean oil. Le sommelier
Role Domestic Catering correctly. • Specialises in all areas of wine and matching food, advises customers on their
choices of wine,
6. Ensure there is no particle of food
Finish Decorative Plain • Wine waiters serve the wine to the customer.
left in the equipment, or else it can
contaminate other foods when the
Materials Plastic Metal Counter Service
machine is next used.
Size Small Large 7. In the event of equipment not working Method Description Comments
satisfactorily, do not ignore it; report
Stored in Kept out the fault. Cafeteria • A single long display counter • Queuing is often required.
Storage but can sometimes be • It can be fast so can produce a
cupboards to use Making Coffee (free flow)
Ovens/Hobs multiple counters high turnover.
• Avoid spills and water, it can lead • A simple, basic experience for
Mixing customers.
to a short circuit. To clean switch off
• There can be impulse buying
electric supply.
from displays.
• Do not use more water than
• Low skill of serving staff.
necessary.
• Clean thoroughly and remove parts
Buffet • Set up in a room usually • Creates a more informal function
that can be cleaned separately & fit along one long table. It can than plated or silver service
them correctly. be self service or staff can meals.
• Dry thoroughly when cleaned. Hot Plates
serve customers. • It can be fast and simple.
• Avoid spilling water on surface. • Carvery service is where • Poor portion control.
Grilling • Switch off parts, which are not being joints of meat are carved • Needs efficient clearing away of
used. in front of customers and crockery.
Frying plated.
• Cool hot plates before cleaning the
sides with a wet cloth and detergent.
Fast Food • Takeaway with eat-in areas • A quick and simple method of
• Dry with a cloth. where customers collect service.
Grills/Salamanders food from one small counter. • Can be a very high turnover
of food.
Ensure the tray beneath the bars are
• Often a limited choice of menu.
clean.
• Use of disposable packaging and
• Switch off electrical supply and clean
utensils because of the type of
the bars thoroughly, as well as the top.
food and service.
• Do not clean when hot. 11Catering
6 of 7
Describe the Operation of Front of House
Table Service Workflow between Front of House and Kitchen Record Keeping – Administration Staff Allocation
• Records kept The restaurant manager must
Method Description Comments • Stock control define the tasks that staff must
• Personnel records perform. Consider:
Plate • Pre plated meals from the • From café’s to luxury • Health and safety, Food hygiene
kitchen. restaurants. • The size of the restaurant
• Booking/reservations
• Can be a basic plated • Good portion control methods. • Purchasing • Flow of customers, type of
meal or a decorated • Consistent presentation of food. • Financial vat etc. clientele
nouveau cuisine style. • Relies more on skilled kitchen • Menu offerings
staff than the skill of serving Stock Control
staff. • Different skills and personnel
• Time consuming for the kitchen. Monitor stock levels for re-ordering. requirements related to changes
Decide frequency of stock check. of volume and customer
Family • Dishes are put out on • Sociable. First in first out for items with a preferences
the table where spoons • Less portion control. shelf life. Stock level checks could Each employee must have a clear
are provided and • Easy and quick to serve. be for: job description which enables
the customers swerve • Suits families with young • Wines the restaurant manager to ensure
themselves. children. • Spirits that the duties assigned to staff
• Suited to ethnic restaurants • Needs big tables to fit all of the • Coffee members do not overlap and to
such as Indian, Chinese dishes on. • Order pads control staffing costs
and Spanish tapas. • Garnishes
Equipment and Materials The restaurant manager allocates
• Cutlery the number of personnel to
Silver • Food is served by the staff • A more personal customer Hand Equipment Powered Equipment • Crockery
using a spoon and fork. experience. shifts according to the demand
This includes the crockery, cutlery, A wide range of powered • Drinks in bar area forecasts for the day.
• Can be slow service. • Nuts, breadsticks
table linen and glassware used equipment is used in food service
• Portion control may fluctuate. • Other consumables A restaurant that experiences peak
to lay table, as well as serving areas. This included hand-held
• Staff costs are high as it needs and slow seasons has a different
more serving staff. equipment and the tables, chair credit or debit payment facilities,
staffing schedule than one with
and sideboard found in food coffee machines, toasters, vending Personnel Records
a steady flow of customers
Gueridon • Food is served from a side • Very specialist, skilled service. service areas. machines, flambé trolleys and hot • Hours worked throughout the year.
table or a trolley using a • Individual attention. The type used will depend upon and cold service counters. • Personal details
The restaurant manager
spoon and fork. • Very high staff and menu costs. the type of menu and service EPOS (electronic point of sale) can • Wages
• Taxation determines whether to hire
• Sometimes dishes are • Time consuming. offered, the cost, and the washing be used to send orders from the
• National insurance temporary workers supplement
assembled or cooked in up facilities. Many fast-food restaurant and bar to the kitchen
the permanent workers when the
front or the customer. restaurants use disposable items and reception – this assists staff with • Training
• Accidents season is at its peak
and have easy to clean tables. the customers bills.
High class restaurants on the other • Staff rotas and timetables
Personal Service Use and care of powered
hand, may use fine porcelain
equipment: Health and Safety, Hygiene
Method Description Comments crockery, linen tablecloths and
• All electrical equipment must be
napkins, crystal glasses and silver • Fire certificate
Tray or • An assembled meal • Available where needed. cutlery. checked for safety every year. • Staff training records
Trolley provided or a choice of • Trays are used in airlines, hospitals • All equipment on view in a food • Accident book Bookings and Reservations
Use and care of hand equipment: service area should be spotlessly
food and drink from a and hotel rooms (room service). • Choose cutlery carefully – plain • Food hygiene checks • Electronic booking systems
trolley. • Trolleys are used in offices, airlines clean and polished daily. • Cleaning checks
cutlery is easier to clean than • The temperature of hot and cold • Electronic reservations systems
and trains. • First aid records
patterned cutlery and stainless food service areas should be • Diary with bookings and
steel cutlery resists scratches. monitored daily. reservations
Vending • Sold from a machine. • 24-hour service if required. Purchasing
• Drinks, snacks and meals can be
• Cutlery should be stores carefully • Coffee machines should be kept
• Food and drink orders • Feedback forms
offered including hot meals. to avoid scratches and marks. clean at all times and serviced • Packaging orders (e.g.
• Glassware should be washed, regularly. takeaway)
Home • Delivered to a house. • Usually Ethnic such as Indian and stored and handled carefully to
• Equipment
delivery Chinese. Also ‘Meals on wheels’. avoid breakages. Task: Find out how EPOS works • Tables, chairs etc.
• Cutlery should be dishwasher
• Consumables and disposables
proof.
Waiting Staff • Cutlery and crockery
• Cutlery should be stacked
• Staff uniforms
• Serve customers, clear and lay tables, check the customers are satisfied with the carefully and covered if possible
• Leased items
food and service to prevent dust and germ
• May give advice on choices from the menu and special order foods. settling.
• Store linen, same sizes together in
a cupboard away from dust.
12Catering
7 of 7
Describe the Operation of Front of House Explain How Hospitality and Catering Provision Meets Customer Requirements
Uniform/Dress Code Customer Leisure Customers Requirements Customer Trends • Do I have to pay a service charge if
• Leisure • Value for money Customers are influenced by: the service is poor? If you go out for
• Some establishments have staff wear the same
• Business/corporate • Good facilities a meal and receive poor service
uniform; this makes them easily identifiable for • TV
• Local residents • Families want child menus, play you have rights that protect you
staff and customers. The uniform may change • Magazines
area, child friendly from having to pay any service
depending on which area of the establishment Requirements • Health
• Customer needs, expectations • Tourists want local food, easy to charge.
they work in. • Travel abroad
• Protective clothing as part of a uniform must be • Customer trends communicate • Technology • I got food poisoning while eating
paid for by the employer. • Customer rights, equality • Older people may want more • Ratings and reviews out, can I get my money back?
formal service Under the consumer rights Act,
Safety and Security Types of Establishments - Recap • Good customer service Latest Trends 2016-17 you can claim compensation or
Commercial • Varied choice of menu • Traditional foods served new ways a refund if you get food poisoning
Residential Establishments • Dietary needs e.g. allergies, • Authentic ethnic food e.g. Korean, from a restaurant.
• Hotel intolerances, vegetarian catered Mexican, Indian • I had poor quality food at a
• Bed and breakfast for without having to ask for special • Less sugar in foods restaurant, should I have paid?
• Guest houses foods • Use of nuts and seeds and plant You have a right to expect food
• Holiday parks • Facilities for physically impaired milks of satisfactory quality and ‘as
Non-Residential Establishments (Food Only) customers • Clear list of ingredients on menus described’ on the menu. If it is not,
• Café • Increased use of spices you shouldn’t have to pay for it.
• Pub Local Customers Requirements
• New ways of cooking, barbecue,
• Restaurant • Value for money teppanyaki Equality and Discrimination
• Fast food outlets • Good standard of customer service • Nose to tail – using less You must be treated equally with
• Take away outlets so they return conventional parts of animal so regard to:
• Food trucks • Catering for local needs (culture, none is wasted • Age (except where too young)
Non-Commercial religion) • Premium local foods
Health and Safety • Hospitals • Consistent dishes served • Disability and ability to access
• Food truck style dishes
All businesses should carry out a regular health • Care homes • Loyalty schemes • More vegetable dishes • Gender or gender reassignment
and safety risk assessment. This involves looking • Prisons • Recognised by staff – feel welcome • Pregnancy and maternity
at your business and identifying potential hazards • Armed services • Menu specials What is good customer service?
• Race
that may affect staff or members of the public. Types of Customer • Theme nights
Your risk assessment should tell you whether you • OAP discount day • Religion or belief
are doing enough to mitigate these risks. Local Business/ • Child friendly • Sexual orientation
Leisure
Must have a comprehensive health and safety Residents Corporate • Entertainment
• Mailing list or email for special offers The James family want to stay in
policy that demonstrates to your staff how
Customers Customers E.g. business a hotel in London. Mr James is a
hazards and other issues are to be dealt with, and Why is customer service so
who visit the who live in lunches. wheelchair user, and he has two
that you are able to produce this policy for and important in the hospitality
establishments the local Use business children, one aged 6 years and the
inspector. industry?
in their leisure area who facilities in other 18 months. This is the family’s
As there are risks to the public i.e. customers of the time e.g. a visit the establishment Customer service is what and first visit to the city and they want
establishment as well as staff, the establishment meal with establishment for establishment does in order to meet to make the most of the attractions
Customer Rights
should have both public liability insurance and friends, a often e.g. meetings or the expectations of their customers on offer.
employers liability insurance, as well as complete • The right to be protected (against
family day regular presentations, and generate customer satisfaction.
risk assessments for the public areas of the hazardous goods).
out, tourists. Sunday courses and
establishment. • So customers return – People • The right to be informed (about
lunch, or get- conferences.
will not return to a place where quality, quantity, allergies etc.).
togethers.
Describe the Front of House Operation they were not satisfied with the • The right to have their complaints
Business Customers Requirements service. Repeat business means a be heard.
Task: Design the front of house operation
• Dedicated corporate (business) contact at successful business. • The right to seek redressal
for a new café that is opening in your town.
establishment • Exceeding expectations – This (compensation).
Incorporate the; style of the restaurant and
• Discounted rates makes repeat business more likely. • The right to receive satisfactory
workflow, equipment and materials needed, a) Explain how the accessibility in
• Meeting rooms • Growth of the business – If goods that match their product
how you will control stock, documentation used, this hotel will meet the needs of the
• Water, Juice on tables customers receive a high standard description.
staff allocation and dress code and safety and James family. [6]
• Presentation equipment, projector, TV of service ad return, they will spend • A restaurant hasn’t kept
security. b) Explain how the free Wi-Fi service
• Office facilities - printer, phone, fax, internet, more money and also tell other my booking, can I claim
Visit a local café (or watch a YouTube clip) stationery people about the business. in this hotel will meet the needs of the
compensation? When you book
describe the operation layout and workflow, • Tea and coffee for breaks James family. [4]
a table, a restaurant has a
equipment and materials needed how you • Lunch or other meals- buffet or restaurant contractual obligation to provide it.
will control stock, documentation used, staff • Accommodation if attendees are from a long If it fails to, you may be entitled to
allocation, dress code and safety and security. distance compensation.
• Quick service for lunch meetings
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