XYZ Logbook Unit 000



6102985431800unit 212 (2BS2)Serve alcoholic and soft drinksSuccessful assessment of the unit proves that the learner has achieved the national occupational standard to serve alcoholic and soft drinksAugust 2010 Version 1.0 center3600450Serve alcoholic and soft drinksThis unit is about providing customers with a range of alcoholic and non-alcoholic drinks – bottled, draught, cans and cartons, and those served by free pouring or optics, for example spirits and liqueurs.This unit has four outcomes:Outcome 1Be able to take customers’ ordersOutcome 2Understand how to take customers’ ordersOutcome 3Be able to serve alcoholic and non-alcoholic drinksOutcome 4Understand how to serve alcoholic and non-alcoholic drinksThe typical day-to-day activities you might carry out for this unit include:providing customers with information about available drinkstaking ordersapplying licensing lawspromoting productsserving drinksServe alcoholic and soft drinksEvidenceThis space is to record the evidence you need to do to complete this unit. The criteria that you should be able to complete are within the learning outcomes.No.Method*Summary of evidence or portfolio referenceAssessor initials1234Photocopy if required*Assessment method key: O Observation; PD Professional discussion; Q Questioning; WP Work product; WT Witness testimony; Oth OtherBe able to take customers’ orders (Outcome 1)What you must doYou must show that you can perform consistently to the same standard. This will be assessed by your assessor using various methods which must include observation of your performance.Shaded numbers must be observed12341Deal with customers in order of arrival where possible2Maintain focus on the customer and their needs3Offer customers accurate information on available drinks4Take the opportunity to maximise sales through up-selling in line with current best practice and or legislation5Identify customer requirements accurately and offer them drink accompaniments appropriate to the type of drink6Provide alcoholic drinks to permitted people only7Deal with customer incidents effectively and inform the proper person where necessaryWhat you must coverYou must show that you have covered ALL of the following:InformationAll must be covered. At least 2 of these must be observed by your assessor.1Price2Alcoholic content3Name and type of drink4Style characteristicsDrinksAll must be covered. At least 2 of these must be observed by your assessor.1Bottled drinks2Draught drinks3Drinks in cans or cartons4Drinks served by free pouring or opticsDrink accompanimentsAll must be covered. At least 2 of these must be observed by your assessor.1Ice/water2Food garnishes for drinks3Decorative items/stirrersBe able to serve alcoholic and non-alcoholic drinks (Outcome 3)What you must doYou must show that you can perform consistently to the same standard. This will be assessed by your assessor using various methods which must include observation of your performance.Shaded numbers must be observed12348Select a glass in which to serve the drinks according to organisation’s procedures and customer requirements9Check that the glass is clean and undamaged10Pour drink according to the product that is being served11Ensure that the drink is at the correct temperature before serving12Serve the drink to the customer in line with the service style13Promote additional products to the customer as appropriateWhat you must coverYou must show that you have covered ALL of the following:DrinksAll must be covered. At least 3 of these must be observed by your assessor.1Bottled2Draught3Drinks in cans4Drinks in cartons5Free pouring/opticsCustomerAll must be covered. At least 1 of these must be observed by your assessor.1With routine needs2With non-routine needsService styleAll must be covered. At least 1 of these must be observed by your assessor.1At the bar2At the tableWhat you must knowEvidence for this section can be collected in a variety of ways. Your assessor will discuss with you how to collect and record this information.Understand how to take customers’ orders (Outcome 2)Ref. KState the Licensing Objectives relevant to the country working withinState current legislation relevant to licensing and weights and measuresKState why it is important to check glassware for damageKExplain why drinks should be stored at the correct temperatureKDescribe how to deal with violent/disorderly customersKExplain why it is important to offer customers accurate information eg about strength of drinks and their basic characteristicsKState why it is important to offer customer accurate information about special offers and promotionsKState what legal measures must be used to serve alcohol and why they must be usedState what law is in relation to serving underage drinkers and how this affects the bar staffState what law is in relation to the times of day/night that alcohol may be servedDescribe symptoms that indicate when a customer has drunk excessive amounts and what the legal responsibilities are in relation to thisState under what circumstances customers must not be served with alcoholDescribe how to respond to signs that someone might be under the influence of drugs or buy/selling drugsDescribe what procedures to follow in response to people smoking in a no smoking areaDescribe the type of non-routine needs that customers may have and how to deal with themDescribe organisations’ standards for customer serviceDescribe different service styles within the organisationDescribe why customers should be dealt with in order of arrival where possibleUnderstand how to serve alcoholic and non-alcoholic drinks (Outcome 4)Ref.KDescribe the correct way to open capped, screw top and corked bottles and how to use the appropriate equipmentKState why the bottle should be left facing the customerKDescribe the correct way to pour and serve different draught drinksDescribe the correct way to pour and serve different drinks for free or optic pouringDescribe types of glasses available to serve drinks and which ones to use according to organisation’s procedures and customer requirementsState correct temperature for different types of drinks ................
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