TRAINING PACKS

Food Service Training Pack

This Academy of Food and Wine Service (AFWS) training pack has been developed to enable you, or a senior member of your team, to train your staff in professional food service. It takes further the basic messages and training elements touched upon in the Michel Roux’s Service TV programme. The AFWS was instrumental in the making of the series and as part of our remit is to raise the standards of food and beverage service, we have produced a series of open and flexible learning packs in order to equip your team with the tools to offer your customers an enhanced dining experience.

It provides you/your team with the opportunity to develop:

Essential skills of service
Working knowledge to support these skills
Technique for ensuring effective service and improving customer satisfaction
Overall professionalism and work towards a nationally recognised qualification

Each pack includes:
User Guide – for both you/your team to read and use as a guidance throughout the pack
Workbook PDFs – these individual PDF workbooks, relating to nationally recognised standards, are designed to enable you/your team to develop your competence in food service
Skills Training DVD Clips – Instructional DVD clips in food, beverage and bar service
Skills Cards – advice for you to give practical training sessions in a number of different skills, with a checklist on the reverse
Training Record Card – this will help record the progress throughout the training and development process. To be completed by both learner and mentor/manager
Also….whilst stocks last we will include a copy of the AFWS Top Table training game as an added bonus to your order. Top Table checks your team have understood the training and tests the skills needed to deal with many situations that could arise in your establishment.

For learning outcomes please click below:

Click for more

Maintain a Safe, Hygienic and Secure Working Environment
Maintain your personal cleanliness to the standards of your establishment and to the health and hygiene regulations.
Maintain the cleanliness and smart presentation of your clothing, appropriate footwear and headgear at work.
Wear your hair, jewellery, perfumes and cosmetics according to the standards of your establishment and within the current health and hygiene regulations.
Describe how to get any cut, graze and wound treated promptly and by whom.
Report any illness, infection or contamination.
Describe why your work must be carried out efficiently, following laid-down procedures according to the current hygiene regulations.
State the importance of working in a healthy, safe and hygienic way
State where information about Health and Safety in your workplace can be obtained
Describe the types of hazard in the workplace that may occur and how to deal with these
Describe organisational emergency procedures, in particular fire, and how these should be followed
State the possible causes for fire in the workplace
Describe how to minimise the risk of fire
Describe organisational security procedures and why these are important
State the correct procedures for dealing with customer property
State the importance of reporting all usual/non-routine incidents to the appropriate person

Maintain and Deal with Payments
Prepare the payment equipment and materials for operation and service, following all the security procedures.
Operate payment equipment e.g. the till.
Maintain the equipment and materials to ensure uninterrupted dealing of payments.
Check and maintain till floats.
Take action to discourage suspected fraud.
Detect discrepancies in payments and change and take action, or report if appropriate.
Accept a payment and record the details, count up and give change where appropriate.
Operate a till, a credit card machine and other payment equipment as appropriate.
Identify typical payment problems and solutions.

Work Effectively as Part of a Hospitality Team
Help contribute to your team’s work
Recognise when to assist your colleagues and when to ask for help
Contribute ideas to promote teamwork and efficiency
Pass on information which helps the team work efficiently
Communicate effectively

Give Customers a Positive Impression of Self and your Organisation
Maintain your clean and tidy appearance to the standards of your organisation.
Behave in a manner that is polite and welcoming.
Ensure that materials in your area of work are presented to their best advantage.
When in contact with customers, use that contact to present your organisation and draw customers attention to the products and services, special promotions etc. in a positive manner.
Use appropriate body language when communicating with customers.
Greet and say goodbye to customers in a suitable manner.
Check with your customers you have understood their requirements correctly.
Advise a customer on the most suitable product or service for them.
Identify and deal with customers who have special needs.
Identify information which is confidential and disclose it only to authorised people.
Interpret customer feelings and deal with accordingly
Deal with angry customers appropriately

Prepare and Clear Areas for Table Service
Check that service areas are hygienic, undamaged and ready for use.
Check service equipment is clean, undamaged, ready for use and turned on where required.
Check sufficient stocks of table service linen, table items and menus are available when required.
Prepare condiments and accompaniments ready for service and store them following food hygiene regulations.
Check that refuse and waste food containers are clean and ready for use.
Deal with unexpected situations and follow correct reporting procedures.
Prioritise and carry out wok following legal requirements and workplace procedures.
Check dining furniture, table linen and table items are clean and damaged.
Position restaurant furniture according to service requirements.
Lay up tables.
Check menus contain accurate information and are ready for customer use.
Ensure condiments are clean, full and ready for customer use.
Sort table linen for dispatch to laundry.
Sort table items used in food service ready for cleaning or store them correctly.
Store leftover food items and accompaniments for future use following food hygiene regulations.
Dispose of rubbish and waste food correctly.
Check that service equipment is clean and turned off or stored.
Leave dining and food service areas tidy and ready for cleaning.
Deal with unexpected situations effectively.
Prioritise and carry out work in an efficient manner following legal requirements and workplace procedures.

Serve Food at the Table
Welcome and attend to customers quickly in a polite and helpful manner.
Find out customer requirements and check booking records.
Show the customers to a suitable food service area and help them with coats and bags as required.
Give menus to the customers, explain any procedures, answer any questions and provide accurate information.
Take the customers orders correctly, record and process in line with service style.
Deal with unexpected situations effectively and follow the correct working procedure
Serve customers in a polite and helpful manner
Give customers service items, condiments and accompaniments needed for the food to be served at suitable times.
Serve food and drink items, using suitable clean, hygienic and undamaged equipment.
Deal with unexpected situations effectively and inform the proper person when necessary.
Work in an efficient manner in line with legal requirements and workplace procedures.
Serve food of the type, quality and quantity required using a suitable service method.
Carry out work with minimum disturbance to customers.
Deal with customers in a polite and helpful manner at all times.
Keep customer dining and service areas tidy, clean, hygienic and free from rubbish and food debris.
Clear customer tables.
Remove and replace soiled linen as required.
Keep sufficient stocks of service items, condiments and accompaniments throughout the service.
Deal with spillages effectively.
Empty refuse and food containers as necessary.
Deal with unexpected situations effectively and inform the proper person where necessary.

Provide a Buffet and Carvery Service
Deal with customers in a polite and helpful manner.
Check that the buffet/carvery table is clean, undamaged and in the correct position according to the service style.
Ensure table items and service equipment are clean, undamaged and arranged correctly for food service.
Display and store food items correctly according to food hygiene regulations.
Replenish food items as required and keep the buffet/carvery clean and tidy during the food service.
Prioritise and carry out work in an efficient way following requirements and workplace procedures.
Take customers’ orders correctly.
Provide the customer with accurate information which meets their needs and promotes the goods and services of your organisation.
Serve food with clean, undamaged correct service equipment.
Serve only food items that are of the required type and quality.
When serving food, portion and present it following your organisations standards and the customer requirements.
Deal with unexpected situations effectively whilst serving customers.
Prioritise and carry out work in an efficient manner following workplace procedures and legal requirements.
Keep customer dining areas tidy and without rubbish and food debris.
Clear dirty or surplus table items as required.
Deal with spillages and breakages following company procedures.
Clear tables of leftover food items and accompaniments and dispose of them correctly as required.
Work in a quiet and efficient manner without disturbing the customers.

Provide a Silver Service
Deal with customers in a polite and helpful way.
Check that service equipment is clean and undamaged and place it ready for service.
Check that the food served is of the type, quality and quantity required and is arranged allowing for easy service.
Portion, serve and arrange food items using suitable service equipment.
Deal with surplus food items and used service equipment appropriately.
Carry out work with a minimum disturbance to customers.
Deal with unexpected situations effectively and carry out correct reporting procedure.
Prioritise and carry out work in an efficient manner, following legal requirements and workplace procedures.
Clear finished courses from the table at the appropriate time, according to the service operation.
Clear finished courses and used crockery and cutlery systematically with assistance from other staff.
Check crockery, cutlery and other table items and replace or remove them as appropriate.
Clear waste and food debris from the table as required.
Deal with requests from customers in a polite and helpful way.
Deal with unexpected situations effectively and follow correct reporting procedure.
Prioritise and carry out work in an efficient way following legal requirements and workplace procedures.

Provide a Table Drink Service
Check the service equipment and ensure it is ready for use.
Greet and deal with customers in a polite and helpful way.
Deal with tables in order of customer arrival.
Identify customer requirements correctly, take the order and deal with it following your organisation’s procedures.
Provide accurate information to customers on drinks as required.
Deal with unexpected situations effectively and carry out correct reporting procedures.
Keep service equipment clean and undamaged.
Serve drinks that meet the customers requirements.
Give accurate information on drinks as required.
Clear used items from the table as necessary.
Deal with unexpected situations effectively and follow correct reporting procedure.
Prioritise and carry out work in an efficient manner following legal requirements and workplace procedures.

Provide a Counter and Take-Away Service
Always greet and deal with customers promptly in a polite and helpful way at all times.
Give the customers accurate information that meets their requirements and promotes your organisations products and services.
Identify customer requirements and deal with them following workplace service procedures.
Use suitable clean and undamaged service equipment to portion and serve food.
Complete and serve customers orders correctly following service procedures.
Maintain your organisations operational standards.
Deal with unexpected situations effectively and follow correct reporting procedure.
Check that all service equipment and utensils are available and fully maintained.
Keep service areas tidy and free from rubbish and food debris during service.
Check sufficient stocks of service items are available and maintained throughout service.
Top up food and drink items, condiments and accompaniments when required.
Store and display food and drink items following your organisations service operation.
Empty refuse and food waste containers and clear surfaces as required.
Clean service equipment and service areas and close down after use.
Deal with unexpected situations effectively and follow correct reporting procedure.
Prioritise and carry out work in an efficient manner and follow legal requirements and workplace procedures.

Prepare and Serve Hot Drinks using Specialist Equipment
Prepare the preparation, service and other equipment for service.
Clean the work areas leaving them tidy and ready for use.
Arrange promotional and display materials correctly.
Check that preparation, service and other equipment is clean and undamaged.
Store sufficient drink ingredients and accompaniments ready for use.
Deal with unexpected situations effectively and follow correct reporting procedure.
Prioritise and carry out work in an efficient manner following workplace procedures and legal requirements.
Ensure that customers are dealt with without any unnecessary delay in a polite and helpful manner.
Identify customer requirements correctly.
Provide customers with accurate information on drinks as required.
Promote hot drinks to customers at all times.
Make the drinks using the correct equipment and ingredients.
Serve the drinks following workplace procedures, offering the correct ingredients.
Ensure that unexpected situations are dealt with effectively and the correct reporting procedure is followed.
Prioritise and carry out work in an efficient manner following workplace procedures and legal requirements.
Clean and maintain all the equipment to manufacturers specifications.
Check that sufficient drink ingredients and accompaniments are in stock.

Wine Service Training Pack

This Academy of Food and Wine Service (AFWS) training pack has been developed to enable you, or a senior member of your team, to train your staff in professional wine service. It takes further the basic messages and training elements touched upon in the Michel Roux’s Service TV programme. Learn from the experts how to open, serve and pour a bottle of wine and greatly enhance your customer’s dining experience.

It provides you/your team with the opportunity to develop:
Essential skills of service
Working knowledge to support these skills
Technique for ensuring effective service and improving customer satisfaction
Overall professionalism and work towards a nationally recognised qualification

Each pack includes:
User Guide – for both you/your team to read and use as a guidance throughout the pack
Workbook PDFs – these individual PDF workbooks, relating to nationally recognised standrds, are designed to enable you/your team to develop your competence in food service
Skills Training DVD Clips – Instructional DVD clips in food, beverage and bar service
Skills Cards – advice for you to give practical training sessions in a number of different skills, with a checklist on the reverse
Training Record Card – this will help record the progress throughout the training and development process. To be completed by both learner and mentor/manager
Also….whilst stocks last we will include a copy of the AFWS Top Table training game as an added bonus to your order. Top Table checks your team have understood the training and tests the skills needed to deal with many situations that could arise in your establishment.

For full learning outcomes please click below:

Click for more

Maintain a Safe, Hygienic and Secure Working Environment
Maintain your personal cleanliness to the standards of your establishment and to the health and hygiene regulations.
Maintain the cleanliness and smart presentation of your clothing, appropriate footwear and headgear at work.
Wear your hair, jewellery, perfumes and cosmetics according to the standards of your establishment and within the current health and hygiene regulations.
Describe how to get any cut, graze and wound treated promptly and by whom Report any illness, infection or contamination.
Describe why your work must be carried out efficiently, following laid-down procedures according to the current hygiene regulations.
State the importance of working in a healthy, safe and hygienic way
State where information about Health and Safety in your workplace can be obtained
Describe the types of hazard in the workplace that may occur and how to deal with these
Describe organisational emergency procedures, in particular fire, and how these should be followed
State the possible causes for fire in the workplace
Describe how to minimise the risk of fire
Describe organisational security procedures and why these are important
State the correct procedures for dealing with customer property
State the importance of reporting all usual/non-routine incidents to the appropriate person

Maintain and Deal with Payments
Prepare the payment equipment and materials for operation and service, following all the security procedures.
Operate payment equipment e.g. the till.
Maintain the equipment and materials to ensure uninterrupted dealing of payments.
Check and maintain till floats.
Take action to discourage suspected fraud.
Detect discrepancies in payments and change and take action, or report if appropriate.
Accept a payment and record the details, count up and give change where appropriate.
Operate a till, a credit card machine and other payment equipment as appropriate.
Identify typical payment problems and solutions.

Work Effectively as Part of a Hospitality Team
Help contribute to your team’s work
Recognise when to assist your colleagues and when to ask for help
Contribute ideas to promote teamwork and efficiency
Pass on information which helps the team work efficiently
Communicate effectively

Give Customers a Positive Impression of Self and your Organisation
Maintain your clean and tidy appearance to the standards of your organisation.
Behave in a manner that is polite and welcoming.
Ensure that materials in your area of work are presented to their best advantage.
When in contact with customers, use that contact to present your organisation and draw customers attention to the products and services, special promotions etc. in a positive manner.
Use appropriate body language when communicating with customers.
Greet and say goodbye to customers in a suitable manner.
Check with your customers you have understood their requirements correctly.
Advise a customer on the most suitable product or service for them.
Identify and deal with customers who have special needs.
Identify information which is confidential and disclose it only to authorised people.
Interpret customer feelings and deal with accordingly
Deal with angry customers appropriately

Prepare and Serve Bottled Wine
Ensure that there are adequate stocks of clean service linen, table items, service equipment and wine lists ready for use.
Ensure that there are adequate stocks of wine, undamaged, and stored at correct serving temperature.
Deal with unexpected situations effectively and follow correct reporting procedure.
Prioritise work and carry it out in an efficient manner following legal requirements and workplace procedures.
Deal with customers in a polite and helpful manner at all times.
Identify the host and present the wine list within the appropriate timescale.
Promote and sell wine to the customer.
Establish and maintain an effective rapport with the customer.
Accurately identify, record and deal with customers orders.
Deal with customer queries politely, correctly and promptly and refer those outside own responsibility to the appropriate person.
Deal with unpredicted situations and problems effectively and follow the correct reporting procedure.
Prioritise work and carry it out effectively following legal requirements and workplace procedures.
Always handle and present the wine to the customer in the correct way according to the type of item.
Serve the wine at the correct temperature and using the correct service equipment.
Identify basic wine faults correctly and rectify them following customer requirements.
Replenish customers wine glasses regularly according to their requirements.
Deal with unexpected situations effectively and follow correct reporting procedure.

Prepare and Serve Wines
Plan work and allocate time appropriately to meet daily schedules.
Liaise with service staff to ensure sufficient stocks of service equipment and wine lists are clean, free from damage and correctly located.
Check sufficient wine stock is free from damage, available for service and is maintained at the correct serving temperature.
Deal with unpredicted situations and problems effectively.
Check all work is efficiently carried out in accordance priorities and relevant legislation.
Greet customers and deal with them in a polite and helpful manner at all times.
Present wine list within the appropriate timescale.
Give accurate wine information and appropriate advice to the customer.
Establish and maintain an effective rapport with the customer.
Accurately identify, record and deal with customers orders in accordance with relevant specifications.
Deal with customer queries politely, correctly and promptly and refer those outside own responsibility to the appropriate person.
Deal with unpredicted situations and problems effectively.
Ensure all work is efficiently carried out in accordance with priorities and relevant legislation.
Serve customers in a polite and helpful manner at all times.
Politely obtain approval from the customer for subsequent action.
Accurately identify and deal with faults in the wine.
Serve and maintain wine at the correct temperature using the correct service equipment.
Handle and present wine to the customer in a manner and style appropriate to the product and in line with organisational standards.
Regularly replenish customer wine glasses throughout service in accordance with company policy.
Deal with unpredicted situations and problems effectively.
Ensure all work is efficiently carried out in accordance with priorities and relevant legislation.

Maintain Wine Cellar and Dispense Counter
Carry out regular inspections to ensure that your cellar procedures are maintained and legislation is complied with.
Store and handle wine appropriately.
Maintain stock rotation procedures.
Identify impaired wine stock and take corrective action.
Maintain security of wine cellar.
Deal with unpredicted situations and problems efficiently.
Record all relevant information accurately in a suitable format and make it available to the appropriate people. Carry out regular inspections to ensure tat your dispense counter procedures are fully maintained and legislation is complied with.
Regularly check dispense areas and refrigerated cabinets to ensure sufficient amounts of stock and drink accompaniments are available.
Store stock in the dispense counter correctly at the appropriate temperature.
Maintain requisition procedures for replenishing stock.
Handle and store stock appropriately.
Liase with staff to ensure drink service equipment is clean, free from damage and stored in the appropriate place.
Deal with unpredicted situations and problems efficiently.
Record relevant information accurately in a suitable format and make it available to the appropriate people.

Contribute to the Development of the Wine List
Suggest new wines for inclusion in the wine list taking into consideration customer requirements, current and future trends and available finance.
Suggest wines to compliment the food offered by your operation.
Take into account the views of others within your organisation.
Support your suggestions with relevant information to enable others to make an informed judgement on the suitability of the wine.
Accurately record relevant information in a suitable format and pass to the appropriate people for consideration.
Obtain information relating to new wines from the appropriate people.
Brief staff on the new wine items and on arrangements for their introduction and organising relevant training if necessary.
Collect feedback relating to the outcomes of introducing new wines and problems which have been encountered.
Analyse feedback received and report to the appropriate people.

Bar Service Training Pack

This Academy of Food and Wine Service (AFWS) training pack has been developed to enable you, or a senior member of your team, to train your staff in professional bar service. It takes further the basic messages and training elements touched upon in the Michel Roux’s Service TV programme. Teach your staff the essentials for bar service in an easy to follow PDF format.

It provides you/your team with the opportunity to develop:
Essential skills of service
Working knowledge to support these skills
Technique for ensuring effective service and improving customer satisfaction
Overall professionalism and work towards a nationally recognised qualification

Each pack includes:
User Guide – for both you/your team to read and use as a guidance throughout the pack
Workbook PDFs – these individual PDF workbooks, relating to nationally recognised standrds, are designed to enable you/your team to develop your competence in food service
Skills Training DVD Clips – Instructional DVD clips in food, beverage and bar service
Skills Cards – advice for you to give practical training sessions in a number of different skills, with a checklist on the reverse
Training Record Card – this will help record the progress throughout the training and development process. To be completed by both learner and mentor/manager
Also….whilst stocks last we will include a copy of the AFWS Top Table training game as an added bonus to your order. Top Table checks your team have understood the training and tests the skills needed to deal with many situations that could arise in your establishment.

For full learning outcomes please click below:

Click for more

Maintain a Safe, Hygienic and Secure Working Environment
Maintain your personal cleanliness to the standards of your establishment and to the health and hygiene regulations.
Maintain the cleanliness and smart presentation of your clothing, appropriate footwear and headgear at work.
Wear your hair, jewellery, perfumes and cosmetics according to the standards of your establishment and within the current health and hygiene regulations.
Describe how to get any cut, graze and wound treated promptly and by whom Report any illness, infection or contamination.
Describe why your work must be carried out efficiently, following laid-down procedures according to the current hygiene regulations.
State the importance of working in a healthy, safe and hygienic way
State where information about Health and Safety in your workplace can be obtained
Describe the types of hazard in the workplace that may occur and how to deal with these
Describe organisational emergency procedures, in particular fire, and how these should be followed
State the possible causes for fire in the workplace
Describe how to minimise the risk of fire
Describe organisational security procedures and why these are important
State the correct procedures for dealing with customer property
State the importance of reporting all usual/non-routine incidents to the appropriate person

Maintain and Deal with Payments
Prepare the payment equipment and materials for operation and service, following all the security procedures.
Operate payment equipment e.g. the till.
Maintain the equipment and materials to ensure uninterrupted dealing of payments.
Check and maintain till floats.
Take action to discourage suspected fraud.
Detect discrepancies in payments and change and take action, or report if appropriate.
Accept a payment and record the details, count up and give change where appropriate.
Operate a till, a credit card machine and other payment equipment as appropriate.
Identify typical payment problems and solutions.

Work Effectively as Part of a Hospitality Team
Help contribute to your team’s work
Recognise when to assist your colleagues and when to ask for help
Contribute ideas to promote teamwork and efficiency
Pass on information which helps the team work efficiently
Communicate effectively

Give Customers a Positive Impression of Self and your Organisation
Maintain your clean and tidy appearance to the standards of your organisation.
Behave in a manner that is polite and welcoming.
Ensure that materials in your area of work are presented to their best advantage.
When in contact with customers, use that contact to present your organisation and draw customers attention to the products and services, special promotions etc. in a positive manner.
Use appropriate body language when communicating with customers.
Greet and say goodbye to customers in a suitable manner.
Check with your customers you have understood their requirements correctly.
Advise a customer on the most suitable product or service for them.
Identify and deal with customers who have special needs.
Identify information which is confidential and disclose it only to authorised people.
Interpret customer feelings and deal with accordingly
Deal with angry customers appropriately

Prepare and Clear the Bar Area
Check stocks for drinks service, restock and rotate in line with workplace procedures
Prepare and store the drink accompaniments ready for service
Make sure that service and electrical equipment is clean, free from damage and displayed as required
Check for hygiene and cleanliness, quantity, operation and damage
Prepare, clean, store and handle glassware correctly
Identify problems with equipment and stocks, rectify or report to a proper person
Identify safe and hygienic working practices when clearing customer and service areas
State workplace procedures for storing, stocking or disposing of drinks stocks and accompaniments
Ensure that service equipment and electrical equipment are cleaned, stored and left in the correct condition
Correctly leave the service and customer areas ready for cleaning

Serve Alcoholic and Soft Drinks
Deal with customers in order of arrival and determine which customers can and cannot be served
Identify customer requirements accurately and offer them drinks accompaniments appropriate to the type of drink
Describe how to maximise sales through up-selling in line with current best practice and legislation
Deal with customer incidents effectively and inform the proper person where necessary
Describe the correct way to open capped, screw top and corked bottles and how to use the appropriate equipment
State why the bottle should be left facing the customer
Describe the correct way to pour and serve different draught drinks
Describe the correct way to pour and serve different drinks for free or optic pouring
Describe types of glasses available to serve drinks and which ones to use according to your organisation’s procedures and customer requirements
State correct temperature for different types of drinks

Clean Drinks Dispense Lines
Clean drinks lines and associated fittings, and reinstate them for use
Check dispense lines for faults and blockages and rectify or report as appropriate

Maintain Cellars and Kegs
Maintain the correct environmental conditions in the cellar
Keep cellar clean, tidy and secure
Identify and deal with cellar faults and problems
Describe how a keg/gas dispensing system works including the key points on safety
Change kegs and gas cylinders as required, to the current safety standards
Move and secure kegs and gas cylinders in their correct storage/use positions, safely and without harm
Check keg and gas equipment for leaks and correct operation
Detect and rectify/report faults which effect the operation of the cellar keg/gas systems

Prepare and Serve Hot Drinks using Specialist Equipment
Prepare the preparation, service and other equipment for service.
Clean the work areas leaving them tidy and ready for use.
Arrange promotional and display materials correctly.
Check that preparation, service and other equipment is clean and undamaged.
Store sufficient drink ingredients and accompaniments ready for use.
Deal with unexpected situations effectively and follow correct reporting procedure.
Prioritise and carry out work in an efficient manner following workplace procedures and legal requirements.
Ensure that customers are dealt with without any unnecessary delay in a polite and helpful manner.
Identify customer requirements correctly.
Provide customers with accurate information on drinks as required.
Promote hot drinks to customers at all times.
Make the drinks using the correct equipment and ingredients.
Serve the drinks following workplace procedures, offering the correct ingredients.
Ensure that unexpected situations are dealt with effectively and the correct reporting procedure is followed.
Prioritise and carry out work in an efficient manner following workplace procedures and legal requirements.
Clean and maintain all the equipment to manufacturers specifications.
Check that sufficient drink ingredients and accompaniments are in stock.

Receive, Store and Issue Drinks Stock
Prepare receiving and storage areas ready for receiving deliveries
Ensure that deliveries tally with delivery and order documentation
Check, complete and process delivery documentation
Ensure that all goods received are undamaged and not damaged whilst storing
Check goods received for quality and to ensure they are within expiry/use-by dates
Keep receiving and storage areas clean and tidy and secure against unauthorised entry
Deal with unexpected situations and to report to the appropriate person as required

Meetings and Events Service Training Pack

This Academy of Food and Wine Service (AFWS) training pack has been developed to enable you, or a senior member of your team, to train your staff in professional meetings and events service. It takes further the basic messages and training elements touched upon in the Michel Roux’s Service TV programme. Combing the knowledge of food service along with supervisory skills in events management, the Meetings and Events Service pack is perfect for new staff who will be working in the expanding meetings and events industry.

It provides you/your team with the opportunity to develop:
Essential skills of service
Working knowledge to support these skills
Technique for ensuring effective service and improving customer satisfaction
Overall professionalism and work towards a nationally recognised qualification

Each pack includes:
User Guide – for both you/your team to read and use as a guidance throughout the pack
Workbook PDFs – these individual PDF workbooks, relating to nationally recognised standrds, are designed to enable you/your team to develop your competence in food service
Skills Training DVD Clips – Instructional DVD clips in food, beverage and bar service
Skills Cards – advice for you to give practical training sessions in a number of different skills, with a checklist on the reverse
Training Record Card – this will help record the progress throughout the training and development process. To be completed by both learner and mentor/manager

Also….whilst stocks last we will include a copy of the AFWS Top Table training game as an added bonus to your order. Top Table checks your team have understood the training and tests the skills needed to deal with many situations that could arise in your establishment.

For full learning outcomes please click below:

Click for more

Maintain a Safe, Hygienic and Secure Working Environment
Maintain your personal cleanliness to the standards of your establishment and to the health and hygiene regulations.
Maintain the cleanliness and smart presentation of your clothing, appropriate footwear and headgear at work.
Wear your hair, jewellery, perfumes and cosmetics according to the standards of your establishment and within the current health and hygiene regulations.
Describe how to get any cut, graze and wound treated promptly and by whom Report any illness, infection or contamination.
Describe why your work must be carried out efficiently, following laid-down procedures according to the current hygiene regulations.
State the importance of working in a healthy, safe and hygienic way
State where information about Health and Safety in your workplace can be obtained
Describe the types of hazard in the workplace that may occur and how to deal with these
Describe organisational emergency procedures, in particular fire, and how these should be followed
State the possible causes for fire in the workplace
Describe how to minimise the risk of fire
Describe organisational security procedures and why these are important
State the correct procedures for dealing with customer property
State the importance of reporting all usual/non-routine incidents to the appropriate person

Maintain and Deal with Payments
Prepare the payment equipment and materials for operation and service, following all the security procedures.
Operate payment equipment e.g. the till.
Maintain the equipment and materials to ensure uninterrupted dealing of payments.
Check and maintain till floats.
Take action to discourage suspected fraud.
Detect discrepancies in payments and change and take action, or report if appropriate.
Accept a payment and record the details, count up and give change where appropriate.
Operate a till, a credit card machine and other payment equipment as appropriate.
Identify typical payment problems and solutions.

Work Effectively as Part of a Hospitality Team
Help contribute to your team’s work
Recognise when to assist your colleagues and when to ask for help
Contribute ideas to promote teamwork and efficiency
Pass on information which helps the team work efficiently
Communicate effectively

Give Customers a Positive Impression of Self and your Organisation
Maintain your clean and tidy appearance to the standards of your organisation.
Behave in a manner that is polite and welcoming.
Ensure that materials in your area of work are presented to their best advantage.
When in contact with customers, use that contact to present your organisation and draw customers attention to the products and services, special promotions etc. in a positive manner.
Use appropriate body language when communicating with customers.
Greet and say goodbye to customers in a suitable manner.
Check with your customers you have understood their requirements correctly.
Advise a customer on the most suitable product or service for them.
Identify and deal with customers who have special needs.
Identify information which is confidential and disclose it only to authorised people.
Interpret customer feelings and deal with accordingly
Deal with angry customers appropriately

Prepare and Clear Areas for Table Service
Check that service areas are hygienic, undamaged and ready for use.
Check service equipment is clean, undamaged, ready for use and turned on where required.
Check sufficient stocks of table service linen, table items and menus are available when required.
Prepare condiments and accompaniments ready for service and store them following food hygiene regulations.
Check that refuse and waste food containers are clean and ready for use.
Deal with unexpected situations and follow correct reporting procedures.
Prioritise and carry out wok following legal requirements and workplace procedures.  Check dining furniture, table linen and table items are clean and damaged.
Position restaurant furniture according to service requirements.
Lay up tables.
Check menus contain accurate information and are ready for customer use.
Ensure condiments are clean, full and ready for customer use.   Sort table linen for dispatch to laundry.
Sort table items used in food service ready for cleaning or store them correctly.
Store leftover food items and accompaniments for future use following food hygiene regulations.
Dispose of rubbish and waste food correctly.
Check that service equipment is clean and turned off or stored.
Leave dining and food service areas tidy and ready for cleaning.
Deal with unexpected situations effectively.
Prioritise and carry out work in an efficient manner following legal requirements and workplace procedures.

Prepare and Serve Wines
Plan work and allocate time appropriately to meet daily schedules.
Liaise with service staff to ensure sufficient stocks of service equipment and wine lists are clean, free from damage and correctly located.
Check sufficient wine stock is free from damage, available for service and is maintained at the correct serving temperature.
Deal with unpredicted situations and problems effectively.
Check all work is efficiently carried out in accordance priorities and relevant legislation.
Greet customers and deal with them in a polite and helpful manner at all times.
Present wine list within the appropriate timescale.
Give accurate wine information and appropriate advice to the customer.
Establish and maintain an effective rapport with the customer.
Accurately identify, record and deal with customers orders in accordance with relevant specifications.
Deal with customer queries politely, correctly and promptly and refer those outside own responsibility to the appropriate person.
Deal with unpredicted situations and problems effectively.
Ensure all work is efficiently carried out in accordance with priorities and relevant legislation.
Serve customers in a polite and helpful manner at all times.
Politely obtain approval from the customer for subsequent action.
Accurately identify and deal with faults in the wine.
Serve and maintain wine at the correct temperature using the correct service equipment.
Handle and present wine to the customer in a manner and style appropriate to the product and in line with organisational standards.
Regularly replenish customer wine glasses throughout service in accordance with company policy.
Deal with unpredicted situations and problems effectively.
Ensure all work is efficiently carried out in accordance with priorities and relevant legislation.

Provide a Buffet and Carvery Service
Deal with customers in a polite and helpful manner.
Check that the buffet/carvery table is clean, undamaged and in the correct position according to the service style.
Ensure table items and service equipment are clean, undamaged and arranged correctly for food service.
Display and store food items correctly according to food hygiene regulations.
Replenish food items as required and keep the buffet/carvery clean and tidy during the food service.
Prioritise and carry out work in an efficient way following requirements and workplace procedures.
Take customers’ orders correctly.
Provide the customer with accurate information which meets their needs and promotes the goods and services of your organisation.
Serve food with clean, undamaged correct service equipment.
Serve only food items that are of the required type and quality.
When serving food, portion and present it following your organisations standards and the customer requirements.
Deal with unexpected situations effectively whilst serving customers.
Prioritise and carry out work in an efficient manner following workplace procedures and legal requirements.
Keep customer dining areas tidy and without rubbish and food debris.
Clear dirty or surplus table items as required.
Deal with spillages and breakages following company procedures.
Clear tables of leftover food items and accompaniments and dispose of them correctly as required.
Work in a quiet and efficient manner without disturbing the customers.

Provide a Silver Service
Deal with customers in a polite and helpful way.
Check that service equipment is clean and undamaged and place it ready for service.
Check that the food served is of the type, quality and quantity required and is arranged allowing for easy service.
Portion, serve and arrange food items using suitable service equipment.
Deal with surplus food items and used service equipment appropriately.
Carry out work with a minimum disturbance to customers.
Deal with unexpected situations effectively and carry out correct reporting procedure.
Prioritise and carry out work in an efficient manner, following legal requirements and workplace procedures.
Clear finished courses from the table at the appropriate time, according to the service operation.
Clear finished courses and used crockery and cutlery systematically with assistance from other staff.
Check crockery, cutlery and other table items and replace or remove them as appropriate.
Clear waste and food debris from the table as required.
Deal with requests from customers in a polite and helpful way.
Deal with unexpected situations effectively and follow correct reporting procedure.
Prioritise and carry out work in an efficient way following legal requirements and workplace procedures.

Supervise Functions
Make sure that equipment and materials required for the function are on site in good time and available to the relevant people
Inspect the function location and make sure that all preparations have been made
Inform relevant people of progress, and if necessary, confirm details with them in a suitable format
Liaise with colleagues and other relevant people to ensure that the function is running according to schedule and meets customer requirements
Take appropriate measures to minimise any factors that may disrupt the service and running of the function
Work in line with legislative requirements
Record all relevant information in a suitable format and present it to the appropriate people

Supervise Drink Services
Put into practice procedures for cleaning, clearing and stocking the drinks service area
Identify opportunities to improve the customer service area environment
Ensure that pre-opening procedures are carried out in time and that equipment is ready for use
Take action to minimise disruption to scheduled operations.
Communicate with customers clearly and in a manner which promotes goodwill and understanding
Serve drinks to customers who comply with licensing legislation
Maintain specified service standards and procedures in accordance with relevant legislation
Maintain cleaning and restocking procedures
Minimise factors that may disrupt the provision of the drink service
Implement all licensing laws relevant to your establishment and its business and inform staff of the implications for service
Communicate the relevant legislation to customers wherever necessary
Identify potential breaches in regulations and implement appropriate actions to deal with them
Recognise the signs of potential problems
Use the appropriate techniques to prevent or minimise the effects of problems to avoid further disruption
Use appropriate actions and communication to deal with disruptive or offensive behaviour
Record the relevant information relating to problems with customers and communicate it appropriately
Apply appropriate verbal/non-verbal communication with customers

Supervise Food Services
Identify all necessary resources and make them available
Effectively implement procedures for clearing, cleaning and stocking customer and service areas
Control environmental systems in line with customer needs
Appropriately designate special customer areas
Check service equipment to ensure it is ready for use and is appropriately located prior to opening
Make preparations in sufficient time to allow the scheduled service to be provided
Liaise with the relevant people or departments to ensure they are prepared prior to service
Take measures to minimise factors that affect the preparation of the food service area
Monitor all work to ensure it complies with the appropriate organisational procedures and legal requirements.
Clear, clean and replenish stock during service
Check standards of food service to ensure that they meet organisational and hygiene requirements
Make sure that methods of food service are carried out correctly
Clearly communicate with customers
Minimise factors that may negatively affect the provision of service
Monitor all work to ensure it complies with the appropriate organisational procedures and legal requirements

Prepare a Meeting Room
Lay-up a client meeting room to the standards specified in the client’s contract
Arrange the furniture to the establishment’s standards and ensure that all extras required are supplied
Arrange for all facilities and services to meet the expectations of organisers, speakers, trainers, presenters and delegates

Contribute to the Development of the Wine List
Suggest new wines for inclusion in the wine list taking into consideration customer requirements, current and future trends and available finance.
Suggest wines to compliment the food offered by your operation.
Take into account the views of others within your organisation.
Support your suggestions with relevant information to enable others to make an informed judgement on the suitability of the wine.
Accurately record relevant information in a suitable format and pass to the appropriate people for consideration.
Obtain information relating to new wines from the appropriate people.
Brief staff on the new wine items and on arrangements for their introduction and organising relevant training if necessary.
Collect feedback relating to the outcomes of introducing new wines and problems which have been encountered.
Analyse feedback received and report to the appropriate people.

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