Beer is produced through the brewing process of steeping and drying barley, mixing it with water and hops, boiling and fermenting the mixture with yeast. It is then clarified, stored, filtered and packaged. Beer is available in draught or packaged forms and comes in various strengths. Boutique beers are produced in smaller batches and have unique characteristics, while commercial beers are mass-produced by large breweries. Some beers are infused with citrus flavors like orange, lemon or lime. Non-alcoholic beverages include teas, coffees, juices and soft drinks. The roles of wait staff involve serving food and drinks to guests and clearing tables, while bar staff prepare and serve drinks from

1. PRODUCT KNOWLEDGE
Part 3
DEDY WIJAYANTO
Desaign by DEDY WIJAYANTO 1

2. Slide Title
Beer – available in:
• Draught – bulk form using kegs/barrels
• Packaged form – small and large bottles,
cans
Desaign by DEDY WIJAYANTO 2

3. Slide Title
Beer is made by ‘brewing’:
• Barley steeped in water & germinates
• Dried by warm air & ground
• Mixed with water to make 'wort’
• Wort boiled with hops & sugar
• Cooled & yeast added to start fermentation
• Beer is then clarified, stored & matured
• Filtered, packaged & sold
Desaign by DEDY WIJAYANTO 3

4. Boutique beers:
• Not mass produced
• Have unique characters – colour,
aroma, flavour
• May be produced by micro-breweries,
some attached to hotels
• May be domestic/local/national or international
(from overseas)
Desaign by DEDY WIJAYANTO 4

5. Commercially produced beers:
• Brewed by big breweries – at different strengths:
• Standard – around 4.9% alc/vol
• Mid-strength – about 3.3% alc/vol
• Light – about 2.2% alc/vol
• Low-alcohol – at around 0.9% alc/vol
• May be domestic or overseas
Desaign by DEDY WIJAYANTO 5

6. Citrus-infused beers:
• Beer infused during the brewing process with one or more of
the following:
• Orange
• Lemon
• Lime
Desaign by DEDY WIJAYANTO 6

7. Desaign by DEDY WIJAYANTO 7

8. Most beer is served ‘neat’ but variations exist:
• Shandy = beer & lemonade
• Beer with a dash = just a small amount of lemonade
• Lager & line = beer & lime juice
• Red eye = beer & tomato juice
• Black & tan (‘Half & half’) = beer & stout
• Portergaff = stout & lemonade
• Wedge of lime in neck of Corona bottle
Glasses for beer range from 200 mls.
Desaign by DEDY WIJAYANTO 8

9. Non-alcoholic beverages:
• Tea
• Coffee
• Milk shakes & flavoured milks
• Smoothies
• Hot & iced chocolate
• Juices
(Continued)
Desaign by DEDY WIJAYANTO 9

10. • Cordials & syrups
• Waters
• Soft drinks/aerated waters
• Mocktails
• Health & energy drinks
• Frappés
• Children’s specialty drinks
Desaign by DEDY WIJAYANTO 10

11. General work requirements – Head waiter:
• Organise staff
• Create table/floor plan
• Conduct staff briefing
• Liaise with others
• Welcome guests
(Continued)
Desaign by DEDY WIJAYANTO 11

12. • Oversee/supervise service session
• Monitor service standards
• Conduct end-of-session de-briefings
• Contribute positive suggestions for change
Desaign by DEDY WIJAYANTO 12

13. General work requirements – Food waiter:
• Setting up room
• Greeting guests
• Taking orders
• Serving food
• Clearing tables
• Preparing & presenting accounts
(Continued)
Desaign by DEDY WIJAYANTO 13

14. General work requirements – Drink waiter:
• Setting glasses
• Taking drink orders
• Delivering drinks to tables/guests
• Serving drinks
• Making recommendations
(Continued)
Desaign by DEDY WIJAYANTO 14

15. • Clearing
• Preparing, presenting & processing beverage account
• Farewelling guests
• Stripping room at end-of-service
• Cleaning
Desaign by DEDY WIJAYANTO 15

16. Combined ‘food & beverage’ roles:
• Integrate the identified roles of individual food & beverage
waiters
• Occur:
• In small venues, &/or
• In large venues where management believes service of
F&B is best provided to guests by the same person
Desaign by DEDY WIJAYANTO 16

17. ‘Runners’ (‘Busboys/busgirls) – support waiters:
• Running/bussing dishes to & from kitchen & dining room
• Removing unwanted items
• Preparing ancillary items to support service
• Fetching & carrying whatever the waiter wants
• Conveying messages
• Dealing with spills
Desaign by DEDY WIJAYANTO 17

18. General work requirements – Bar staff:
• Prepares bar for service
• Mix & serve drinks – to staff & direct to
customers
• Accepts payment - & may run the accounts
• Orders stock
• Cleans & tidies bar
Desaign by DEDY WIJAYANTO 18

19. Research needs a focus as to what is required & why it is required –
ways to achieve this:
• Speak to guests when they have finished a drink/meal
• Distribute ‘Customer Comment’ cards
• Encourage use of online feedback
• Talk to customers during meal/experience
• Observe guest/customer reaction to
food/drinks/service
Desaign by DEDY WIJAYANTO 19

20. Develop & maintain product knowledge in relation to:
• Current market trends
• Local area products
• Seasonal produce
• Enterprise menus & specials
• Enterprise trends
• Promotional activities
Desaign by DEDY WIJAYANTO 20

21. You need to identify F&B features so you can:
• Meet customer expectations
• Optimise sales
• Enhance customer experience
• Increase chance of repeat & referral business
• Meet management expectations
• Demonstrate customer-focus
Desaign by DEDY WIJAYANTO 21

22. Focus on the following:
• Relationship between food & beverages
• Knowledge of specific foods
• Knowledge of specific beverages
• Local products
• Workplace menus, specials & trends
Desaign by DEDY WIJAYANTO 22

23. Desaign by DEDY WIJAYANTO 23