CLUSTER 8
CLUSTER 8
SITHKOP010
Plan and Cost recipes
SITXCCS014
Provide service to customers
Written Assignment
Student Name: Student ID No:
Assessment InstructionsThe instructions required for this assessment can be found in your copy of the AssessmentInstructions for Students that was provided to you at the start of this course.
You are required to familiarize yourself with the guidelines within theAssessmentInstructions for Studentsto ensure that you are fully aware of your responsibilities.
If you have lost or misplaced your copy then please notify your trainer or Academic staff and they will send a copy to you.
Instructions for Students
Complete ALL questions of the written assessment as per instructed by your Trainer/Assessor to be deemed Satisfactory in the assessment task. Ensure you have provided all required information for all questions.
You must at least attempt to answer the questions.
Even though your Trainer/Assessor cannot give you answers to questions, they can rephrase them to clarify what they mean and help you understand how to answer them.
Use a blue or black pen. Assessments written in pencil or red pen or erasable pen will not be marked.
If you need more space, you can use extra paper. All extra pieces of paper must include your Name, Student ID, Unit Code, Unit Name, and the question you are answering.
Do not cheat. Anyone caught cheating will automatically be marked Not Satisfactory (NS) for this assessment.
Should you require further information, refer to the General Instructions to Students in the Assessment Booklet
All Assessment material should be uploaded as a PDF.
Introduction to the Unit of CompetencyUnit Summary
Unit Details SITHKOP010 - Plan and cost recipes
Assessment Type This is a summative assessment, which requires each student to have adequate practice prior to undertaking this assessment.
Description
This unit describes the performance outcomes, skills and knowledge required to plan and cost recipes for dishes or food product ranges for any type of cuisine or food service style. It requires the ability to identify customer preferences, select recipes to meet customer and business needs, cost recipes and evaluate their success.
It does not cover the specialist skills used by senior catering managers and chefs to design and cost complex menus after researching market preferences and trends. Those skills are covered in SITHKOP015 Design and cost menus.
The unit applies to hospitality and catering organisations. Recipes can be for ongoing food service, for an event or function, or for a food product range such as patisserie products.
It applies to cooks, patissiers and catering personnel who usually work under the guidance of more senior chefs.
Unit Summary
Unit Details SITXCCS014 - Provide service to customers
Assessment Type This is a summative assessment, which requires each student to have adequate practice prior to undertaking this assessment.
Description
This unit describes the performance outcomes, skills and knowledge required to communicate effectively with and provide quality service to both internal and external customers. It requires the ability to establish rapport with customers, determine and address customer needs and expectations, and respond to complaints.
The unit applies to those frontline service personnel who deal directly with customers on a daily basis and who operate with some level of independence and under limited supervision.
This includes individuals working in a range of tourism, travel, hospitality and events contexts.
Assignment Activity Assessment 1
This assessment focuses on your ability to identify, plan and cost a range of different recipes.
This assignment will form part of the assessment for this subject and must be completed in an original and professional manner.
This assignment MUST be your own work using your OWN words and may be completed in the spaces provided or with a printed computer-based document.
Remember, cheating and plagiarism are considered a breach of academic misconduct, and will be dealt with seriously.
If it is completed using a computer-based printed document, please include a heading stating this assignment as:
Unit Name: Your name: Your student I.D.: Date of submission/ due date: Your trainers name: Assignment Activity-Assessment 1
This assessment focuses on your ability to identify, plan and cost a range of different recipes.
This assignment will form part of the assessment for this subject and must be completed in an original and professional manner.
This assignment MUST be your own work using your OWN words and may be completed in the spaces provided or with a printed computer-based document.
Remember, cheating and plagiarism are considered a breach of academic misconduct, and will be dealt with seriously.
Task 1: Create a Customer Profile this will determine what dishes you will develop for your menus.
(Use the template provided to develop your Customer Profile)
Task 2A: Compose an la carte menu of 12 dishes suitable for the customer profile you have identified in Task 1 consisting of:
6 Entres
4 Mains and
2 Desserts
This must be in the form of professional menu such as you would hand to the customer including a full description of the dishes and price.
Special requirement dishes must be identified (E.g. GF=Gluten free, LF=Low Fat, V=Vegetarian
Task 2A: Of the 12 dishes nominate dishes that could be utilised for 3 of the following menus:
buffet
cyclical
degustation
set or table dhte
(Nominate which menu of each of the dishes are a part of minimum 3 recipes per menu total of 12 dishes)
Task 3. For each Recipe use the template provided and ensure it includes: All recipes provided must be properly costed and the food cost percentage must not exceed 28%.
method
portion size
ingredients
units of measure
equipment
food costs & percentage
GST.
Assignment Activity-Assessment 2
Tasty 1: Scenario 1
A customer booked a room in the hotel but cannot seem to find their way there. As you try to provide service for the customer, you notice they keep asking you to repeat what you have said as they are having trouble hearing you.
a. Identify the special need of the customer in this scenario.
b. Identify the service requested by customer in this scenario.
Task 2: Scenario 2
A Japanese customer approaches you and to ask about hotel services. You are trying to understand what he is saying, but he speaks English in fragment.
d. Identify the special need of the customer in this scenario
Task 3: Access the Special Customer Service Needs section of the Customer Service Standards Policy and Procedures provided to answer the question below.
e. Identify what you must do to communicate with the customer given their special need.
Task 4: Complete the table below by:
Briefly describing each type of customer that can be present in hospitality venues.
Identifying at least one example of each customer type that you can provide service to in your hospitality venue.
Type of Customer Description of Each Customer Example for Each Type of Customer
a. External b. Internal c. New d. Regular e. Repeat f. Visitor TASK 5: Employee Handbook
Using the PAX Hotel Employee Handbook answer the following questions:
Question 1. What does a customer receive for joining the VIP Club Program?
Question 2. How many seconds should it take to welcome a customer when they enter the Hotel?
Question 3. What are the 6 steps to the framework for those employees with a desire to resolve the complaint?
Question 4. When it comes to an employees attire, what must be worn at all times?
Question 5. What are the major breaches when it comes to Alcohol and Drugs Physical violence?
Creating a Customer ProfileIn Foodservice it is not just about producing food there has to be some marketing involved and that means understanding the Customers that frequent to this end we must create a customer profile to understand what your customers want.
So what information do we need to gather:
Background/DemographicsA broad description of who our customers are. These include gender, age, income, marital status, occupation, income, educational, cultural and religious background
GeographyWhere they live not just location but also the type of residence they occupy.
Social StructureBasic social information family, children and social groups
Interests/DesiresWhat your customers interests are: hobbies, likes, dislikes
PreferencesWhat style of dining do the customers prefer classic, fine-dining, contemporary
Behaviour/TendenciesIdentify behaviour patterns of your customers: the way they eat (formal, informal, la carte or fast food), general behaviour (what type of venue they prefer loud, noisy or quiet and peaceful)
PresenceWhere do your customers feel comfortable.
The information gathered should be analysed and used to determine in a broad sense what your customers are all about.
Review & Update
Your customer profile needs to be updated at least every 6 months otherwise you may not have a good understanding of whom your customers are.
Consistency
Every customer is an individual with their own needs and wants. It can be difficult to place all these needs and wants into one Customer Profile it is important to have a consistent approach otherwise you will find the venue pulling in too many directions at once.
Task 1 Customer Profile
First you must research and develop a full customer outline for your venue (you need to understand who your customers are)
The following table below may assist you. Please complete and use the information to develop your Customer Profile.
Customers Who are they?
Age (e.g. child, teenager, young, middle aged, retired) Family (e.g. size, non-traditional, extended) Gender (male, female, non-binary or other) Occupation (e.g. labourer, technical, professional) Income level (e.g. lower, middle, high) Education (e.g. primary, secondary, tertiary) Cultural background (e.g. Caucasian, African, Asian) Location - Where are they?
Location (e.g. inner city, suburbs, rural) Distance (e.g. distance from your business, locality preference) Residence (e.g. low, medium, or high-density housing) Customer Characteristics & Preferences What do they want?
Buying behaviour (e.g. comfort, convenience, economical) Buying patterns (e.g. seasonal, frequency of purchase) Lifestyle (e.g. health conscious, family orientated, career orientated) Expectations (e.g. service, quality, risk, influence) Using the information, you have gathered and complete your Customer Profile.
who your customer group is (age range, gender, income level, social /cultural backgrounds / buying power)
what their food preferences are (eating habits, cultural / ethical influences, popular menu items)
considering their income what price should you set (employment and financial position)
Type of Customers Provide a description
Cuisines styles considered to be the best for the establishment
What price range would you place for your customers?
