MCCCD Official Course Competencies:

FON124AA  2001 Fall – 2012 Summer II

Customer Service Practicum

1.

Employ sanitation precautions when serving food and/or beverage. (I)

2.

Use standard fire and safety precautions where food is served in quantity. (II)

3.

Dress professionally and in a manner appropriate in a food service setting. (III)

4.

Apply human relations skills with guests, coworkers, and supervisors. (III)

5.

Use appropriate dining room service etiquette. (III)

6.

Perform standard dining room procedures according to industry standards for a food server, host/hostess, cashier, and busperson. (IV)

7.

Use appropriate techniques to prepare tea and coffee in a food service setting. (V, VI)

8.

Operate, clean, and sanitize equipment needed for tea and coffee preparation. (V, VI)

9.

Care for equipment in a food service setting. (VI)

10.

Describe employee rights and responsibilities. (VII)

MCCCD Official Course Outline:

FON124AA  2001 Fall – 2012 Summer II

Customer Service Practicum

I. Sanitation

A. Prevention of food-borne illnesses

1. Personal hygiene and health

2. Time-temperature control

B. Work environment

C. Serving and eating areas

II. Safety

A. Local standards

1. Personal safety

2. Fire safety

B. Categories of fires and methods to extinguish

C. Common safety hazards and accident prevention

III. Characteristics of a Professional Server

A. Appearance and dress

1. Attire

2. Personal hygiene

B. Human relations skills

1. Guests

2. Coworkers

3. Supervisors

C. Teamwork

D. Personal responsibility

E. Serving etiquette

IV. Dining Room Procedures

A. Food server

1. Table maintenance

2. Taking orders

a. Suggestive selling techniques

b. Descriptive terminology and menu item embellishments

3. Serving techniques

4. Preparing and presenting bills

B. Host/hostess

1. Scheduling reservations

2. Greeting and escorting guests to table

3. Writing and adding tickets

4. Taking cash and making change

5. Maintaining records

C. Cashier duties

1. Guest check controls

2. Cashiering

a. Making change

b. End-of-shift balance

D. Busperson

1. Settings

a. Coffee shop

b. Fine dining

c. Banquets

d. Specialty service

2. Side work

3. Table maintenance during meals

4. Table setting

5. Stocking and inventory of supplies for the bus area

V. Techniques of Coffee and Tea Preparation

A. Coffee

1. Types of coffee

2. Preparation

3. Care of equipment

B. Tea

1. Types of tea

2. Preparation

3. Care of equipment

VI. Equipment

A. Operation

B. Cleaning and sanitizing

C. Care

VII. Employee Rights and Responsibilities

A. OSHA (Occupational Safety and Health Administration)

B. EEOC (Equal Employment Opportunity Commission)

1. Discrimination

2. Harassment

C. Workplace policies