SERVE
ALCOHOLIC AND SOFT DRINKS
This 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’ orders
Outcome 2Understand how to take customers’ orders
Outcome 3Be able to serve alcoholic and non-alcoholic drinks
Outcome 4Understand how to serve alcoholic and non-alcoholic drinks
The typical day-to-day activities you might carry out for this unit include: providing customers with information about available drinks taking orders applying licensing laws promoting products serving drinksSERVE ALCOHOLIC AND SOFT DRINKS
EvidenceThis 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.
UNIT 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
2 UNIT 212 (2BS2)
No.
Method*
Summary of evidence or portfolio reference
Assessor initials
1
2
3
4
Photocopy if required*Assessment method key: O Observation; PD Professional discussion; Q Questioning; WP Work product; WT Witness testimony; Oth Other
UNIT 212 (2BS2) 3
BE 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 observed
1 2 3 4
1 Deal with customers in order of arrival where possible
2 Maintain focus on the customer and their needs
3 Offer customers accurate information on available drinks
4 Take the opportunity to maximise sales through up-selling in line with current best practice and or legislation
5 Identify customer requirements accurately and offer them drink accompaniments appropriate to the type of drink
6 Provide alcoholic drinks to permitted people only
7 Deal with customer incidents effectively and inform the proper person where necessary
What you must cover
You 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.1 Price 2 Alcoholic
content
3 Name and type of drink
4 Style characteristics
DrinksAll must be covered. At least 2 of these must be observed by your assessor.1 Bottled drinks 2 Draught drinks 3 Drinks in cans or
cartons
4 Drinks served by free pouring or optics
Drink accompanimentsAll must be covered. At least 2 of these must be observed by your assessor.1 Ice/water 2 Food garnishes
for drinks
3 Decorative items/stirrers
4 UNIT 212 (2BS2)
BE 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 observed
1 2 3 4
8 Select a glass in which to serve the drinks according to organisation’s procedures and customer requirements
9 Check that the glass is clean and undamaged
10 Pour drink according to the product that is being served
11 Ensure that the drink is at the correct temperature before serving
12 Serve the drink to the customer in line with the service style
13 Promote additional products to the customer as appropriate
What you must cover
You 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.1 Bottled 2 Draught 3 Drinks in cans 4 Drinks in
cartons
5 Free pouring/optics
CustomerAll must be covered. At least 1 of these must be observed by your assessor.1 With routine
needs
2 With non-routine needs
Service styleAll must be covered. At least 1 of these must be observed by your assessor.1 At the bar 2 At the table
UNIT 212 (2BS2) 5
What 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.
K1 State the Licensing Objectives relevant to the country working within
K2 State current legislation relevant to licensing and weights and measures
K3 State why it is important to check glassware for damage
K4 Explain why drinks should be stored at the correct temperature
K5 Describe how to deal with violent/disorderly customers
K6 Explain why it is important to offer customers accurate information eg about strength of drinks and their basic characteristics
K7 State why it is important to offer customer accurate information about special offers and promotions
K8 State what legal measures must be used to serve alcohol and why they must be used
K9 State what law is in relation to serving underage drinkers and how this affects the bar staff
K10State what law is in relation to the times of day/night that alcohol may be served
K11Describe symptoms that indicate when a customer has drunk excessive amounts and what the legal responsibilities are in relation to this
K12State under what circumstances customers must not be served with alcohol
K13Describe how to respond to signs that someone might be under the influence of drugs or buy/selling drugs
K14Describe what procedures to follow in response to people
smoking in a no smoking areaK15Describe the type of non-routine
needs that customers may have and how to deal with them
K16Describe organisations’ standards for customer service
K17Describe different service styles within the organisation
K18Describe why customers should be dealt with in order of arrival where possible
Understand how to serve alcoholic and non-alcoholic drinks (OUTCOME 4)
Ref.
K19K
Describe the correct way to open capped, screw top and corked bottles and how to use the appropriate equipment
K20K
State why the bottle should be left facing the customer
K21K
Describe the correct way to pour and serve different draught drinks
K22Describe the correct way to pour and serve different drinks for free or optic pouring
K23Describe types of glasses available to serve drinks and which ones to use according to organisation’s procedures and customer requirements
K24State correct temperature for different types of drinks
6 UNIT 212 (2BS2)
UNIT 212 (2BS2) 7
