Official Course Description: MCCCD Approval: 02/27/96
FON124 19966-20015	L+L	4 Credit(s)	11 Period(s)
Customer Service Practicum
Professional food and beverage serving in a commercial food service operation. Focuses on waiter/waitressing, host/hostessing, busing, and beverage preparation procedures. Includes review of safety and sanitation concepts and stresses professionalism in service, demeanor, and appearance. Prerequisites: FON104, MAT082 or a minimum score of 43 on the ASSET Math Numerical placement test, and Red Cross certification in Community CPR and Standard First Aid from 9-hour Red Cross course "Community First Aid and Safety."

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MCCCD Official Course Competencies:
FON124   19966-20015	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.	Groom and dress professionally and in a manner that is commensurate with the food service setting where food is served. (III)
4.	Apply human relations skills with guests, coworkers, and supervisors. (III)
5.	Use appropriate dining room etiquette. (III)
6.	Perform standard dining room procedures of a waiter/waitress to industry standards. (IV)
7.	Perform standard dining room procedures of a host/hostess to industry standards. (IV)
8.	Perform standard dining room procedures of a cashier to industry standards. (IV)
9.	Perform standard dining room procedures of a busperson to industry standards. (IV)
10.	Clean and sanitize serving areas and equipment. (I, IV)
11.	Apply principles and techniques of tea and coffee preparation. (V)
12.	Operate, clean, and sanitize equipment needed for beverage preparation. (VI)
13.	Identify employee rights and responsibilities. (VII)

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MCCCD Official Course Outline:
FON124   19966-20015	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 C. Teamwork D. Personal responsibility E. Serving etiquette IV. Dining Room Procedures A. Waiter/waitress 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. Principles and Techniques of Coffee and Tea Preparation A. Coffee 1. Types of coffee 2. Preparation B. Tea 1. Types of tea 2. Preparation VI. Principles of Dining Room Equipment Operation, Cleaning, and Care A. Equipment for tea or coffee preparation B. Serving equipment and areas 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

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