Mastering Cooking & Service Premium - sample

Catrin Elen Morris with Alison Smith

UDA 1 the world of catering

COMPETENZE

Competenza in uscita n. 1: Utilizzare tecniche tradizionali e innovative di lavorazione, di organizzazione, di commercializzazione dei servizi e dei prodotti enogastronomici, ristorativi, di accoglienza turisticoalberghiera, promuovendo le nuove tendenze alimentari ed enogastronomiche.

ABILITÀ

∞

Riconoscere le caratteristiche principali delle strutture correlate alla filiera dell’enogastronomia e dell’ospitalità alberghiera.

∞ Progettare, attività promozionali e pubblicitarie secondo il tipo di clientela e la tipologia di struttura.

CONOSCENZE

∞

Le principali strutture ricettive, i pubblici esercizi e le figure professionali di riferimento

∞ Tecniche di comunicazione verbale e digitale finalizzata al marketing dei prodotti e servizi.

∞ Tecniche per la gestione dei reclami.

1 Where is Laylo Vegan Cafe?

Who runs it and where are they from?

What do they do every day?

What’s on the menu today?

Which juice is good for your skin and eyes?

Why are more and more people becoming vegan? 2 Watch the video again and match words from the two boxes. small – beautiful – good – not too many –perfect – enjoy – vegan – best – famous for –great for – fight – ready to beaches – business – climate change

fruit juices – good, healthy food

fruit and vegetables

health – holiday place –listen – people – town – weather

Design a leaflet advertising Laylo Vegan Lounge using the expressions from exercise 2.

New trends

Since the COVID-19 pandemic, diners are looking for different things: flexibility, the ability to take food to go or eat anywhere, easily; socially distanced or open-air seating options and a limited contact or fully contactless experience. Here are some of the latests trends seeking to meet those needs.

ONLINE ORDERING AND DELIVERY APPS

When restaurants were hit by restrictions, stricter health and safety rules and shut downs, they quickly turned to online food orders and contactless home-deliveries. Customers instantly welcomed the relief from home cooking, and the food delivery market is now worth more than $150 billion globally. Food delivery apps such has Deliveroo and UberEats are still popular, but many diners prefer to order direct from the restaurants as they get a better, more personalised service. Expect to see smaller restaurants following the bigger chains and developing their own integrated online platforms and apps. You might also see drone food delivery systems in the not too distant future as they are considered cheaper and more efficient than drivers.

CONTACTLESS PAYMENTS

Since the pandemic contactless technology has gone mainstream, not just when placing an order online, but also when paying in person with smartcards, smartphones, and smartwatches, through apps or touchless devices. No cash means no human contact, which is more hygienic and safer. But it is also quicker and more convenient and efficient from a cash flow point of view. So restaurants need to invest and plan for a mobile and digital payment strategy if they don’t want to be left behind.

GET STARTED

ONLINE TABLE RESERVATION SYSTEMS

Booking a table by phone, or just turning up at a restaurant without booking, is fast becoming a thing of the past. Online table reservation technology is more efficient and less labour-intensive. It enables restaurants to manage seating, waitlists, customer loyalty and dining preferences, as well as collect vital customer data.

Some online providers like Eat App and theFork give customers the freedom to see available slots and make their own booking onthe-go. OpenTable goes a step further and offers restaurants the opportunity to propose unique culinary events and dining experiences, beyond normal reservations.

1 What do you think the new restaurant trends are? Read the texts on pages 20 and 21 and check your answers.

READING COMPREHENSION

2 Read the texts again and answer these questions.

1 What kind of experience do diners want post COVID?

2 How much is the online food delivery market worth?

3 Why do people people prefer ordering directly from restaurants?

4 How can you make contactless payments?

5 Which online provider enables restaurants to offer unique culinary events and dining experiences?

6 Where do you find digital kitchen boards in a restaurant?

7 What kind of tasks can chatbots perform?

8 What is it worth investing in because of our recent experience of a pandemic?

DIGITAL KITCHEN BOARDS

Front-of-house staff no longer need to find a pen and paper to take your orders in-house and risk communication errors with the kitchen thanks to Kitchen Display Systems (KDS). These are digital menu boards for kitchen staff, which help restaurants streamline operations. Directly linked to the restaurant’s point-of-sale (POS) system, the screen displays orders automatically according to priority, and flags up any special dietary requests. This technology tracks meal delivery times, monitors and signals when products are almost out of stock. Overall it provides a more efficient, accurate and sustainable restaurant service.

CHATBOTS

We are already familiar with chatbots on all kinds of online retail and other services. Now restaurants are embracing this technology. Chatbots are fairly cheap and easy to create and can be integrated with different communication platforms. Once installed they can interact with customers by recommending dishes and pairing options, process payments, ask for feedback, offer promotions, announce events and give news. Restaurants can also use this conversational software to answer frequently asked questions, ask for feedback, and show the delivery status of a client’s order. A chatbot for restaurants can perform these tasks on a website as well as through a messaging platform. Many big chain restaurants are already using them, but please remember chatbots are not human!

AIR PURIFICATION

Finally, in response to recent health concerns many restaurants are upgrading air purification systems to improve air quality inside their restaurants. Some restaurants choose filter systems that trap pollutants and neutralise contaminants in the air. Some are using technology called bipolar ionisation, which purifies the air and surfaces in indoor spaces by neutralising contaminants. Yet others are testing out ultraviolet light for air and surface sanitisation. While these technologies are not mainstream yet, they are fast-becoming the most important restaurant technology of all in in our risk-averse world. So it might be time to invest.

SPEAKING

3 CRITICAL THINKING Work in pairs. Consider what you read in the text and discuss the following things.

1 What changed in restaurants during the pandemic?

2 How has this affected the restaurant scene post-pandemic?

3 How do you feel about the idea of relying on online and smart technology in a restaurant?

4 Do you think that technology like online reservation systems, digital kitchen boards and chatbots might mean fewer jobs for people in restaurants? Why/Why not?

5 In your opinion, what is the most useful use of technology in a restaurant?

6 How do you see the role of robotics and AI (Artificial Intelligence) in the future of the restaurant business?

5 Complete these sentences with the missing words.

1 The location of this restaurant is great, it’s really

2 There’s no here, you have to eat in.

3 I’m afraid you can’t , you just turn up.

4 Did you know this restaurant has a rating of three Michelin ?

5 Staff make excellent on wine and food parings.

6 I don’t really like the bright lights and music!

TRANSLATION & PHRASEOLOGY 6 Translate the expressions in the box and use them to complete this description of a restaurant. bello e remoto – cinque giorni alla settimana – buon rapporto qualità-prezzo – l’atmosfera – locali e stagionali sofisticato ed elegante – spiegazioni concise – zona esterna per mangiare

The Whitebrook is a Michelin-starred restaurant, located in a (1) beautiful and remote, natural setting in a wooded valley, on the border between England and Wales. The decor is (2) , but (3) is relaxed and intimate.

The food is modern, showcasing top-quality foraged, (4) ingredients. The menu is clear and informative, with (5) of the elegantly presented dishes. Prices range from around £40-£90, but it offers (6) for such a fine dining establishment, with tasting menu options and fixed-priced courses too. In addition to an enclosed car park, (7) and surrounding park, there are also rooms upstairs, so you can relax and stay the night. The restaurant is open for lunch and dinner service, (8) , but is closed Monday and Tuesday.

LISTENING

10 3 Listen to an interior designer talking about the role of design. Complete the missing information.

bold primary colours – comfortable – direct routes – elegant – harmonious and subtle colours – more space practical

– little decoration

Fast-food restaurant

Furniture is (1) and (2)

For the ambience there are (3) , bright lights, (4) and fast music. There are very (5) from kitchen to table to speed up the service.

– synthetic – soft lighting

Fine dining restaurant

Furniture is (6) and (7) , with luxurious materials. You create the refined and relaxed ambience with (8) . There’s (9) and soothing background music. The restaurant allows (10) between tables and quiet corners for greater privacy.

SPEAKING

11 COMMUNICATION Work in pairs. Choose one of the two types of restaurant in exercise 10 and say what its design criteria are. Consider the following things:

• furniture

• colour scheme

• lighting and music

• distance between tables

• server routes

• style and decoration

For the fast-food restaurant the design criteria are all about speed and convenience, so the furniture is...

12 MEDIATING TEXTS CRITICAL THINKING Work in pairs. Consider what you read in this unit and discuss the following things.

1 What’s the best place to open a new restaurant in your opinion?

2 Is competition from other restaurants a negative or positive thing?

3 How do you feel about the idea of using a restaurant space for other things?

4 Which restaurant design elements are most important do you think?

5 In your opinion, what is the hardest thing to plan ahead for when opening a new restaurant?

6 How do you see the role of robotics and AI (Artificial Intelligence) in the future of the restaurant business?

COMPITO DI REALTÀ – Designing your own restaurant MEDIATING CONCEPTS CREATIVITY

Work in small groups and design your own restaurant to present to the rest of the class. You can draw it by hand or use an online program to help you. In your design you should consider:

• the type of restaurant

• the target clients

• the restaurant location and layout

• the services and facilities you will offer

• health & safety and hygiene considerations

• the technology you will adopt

Massimo Bottura’s fight against food waste

We are 8 billion people on earth. We produce enough food for 12 billion people. Yet 820 million people don’t have anything to eat. It’s criminal.

Nearly a billion tons of food goes to landfill every year, and food waste is responsible for some 10% of global greenhouse-gas emissions.

Massimo Bottura

Chef Massimo Bottura’s restaurant Osteria Francescana in Modena has three Michelin stars, and has twice won the best restaurant in the world award. He has restaurants from Dubai to Beverly Hills, not to mention a hotel next to his home in Modena. He has also written two books and starred in Netflix’s cult foodie docu-series, Chef ’s Table

Yet the thing Bottura is most proud of is opening Milan’s Refettorio Ambrosiano, and its 12 global spin-offs, which transform potential food waste into gourmet meals. The customers are unusual too, around 100: runaways, refugees, homeless people and the unemployed. Nevertheless, the volunteer waiters are polite, and the chefs have trained under the finest restaurateurs in the world. Dinner guests are greeted by name. They dine on fine, china at tables created by the country’s most important furniture designers, under contemporary art museum pictures

The set menu changes daily, depending on what comes in with the morning’s delivery. For example chicken too close to it sell-by date, misshapen oranges, wilting rucola, and only enough shrimps for half the diners. By the evening, Bottura’s talented, volunteer chefs have transformed these cast-offs into a three-course feast: a pasta first course of shrimp sautéed with rucola; orange-glazed roast chicken to follow; and a rich chocolate mousse made with donated chocolate and almost past its sell-by cream for dessert! The guests enjoy a wonderful meal, have a laugh with the

READING COMPREHENSION

volunteers and can forget about their challenging lives on the streets of Milan for an hour at least.

Bottura insists that Refettorio Ambrosiano is not a soup kitchen, rather ‘a cultural project that shares beauty.’ The idea came to him during the 2015 World Expo in Milan, when he was asked to cook for the grand opening. He had an alternative suggestion: to invite the world’s best chefs to cook with him for the city’s homeless, using surplus food. Pope Francis, hearing about the project, offered an old theatre belonging to a church as a permanent home for the restaurant. Located in Greco, one of Milan’s worst neighbourhoods, the theatre was beautifully renovated. Seven years later, the Food for Soul non-profit organisation, founded by Chef Massimo Bottura and his wife and business partner, Lara Gilmore, is not just a project, but a movement ‘fighting food waste and social isolation.’

Adapted from Time Magazine, ‘Massimo Bottura Wants You to Stop Wasting Your Food.’

1 INVALSI Read the text and decide if the sentences are True (T) or False (F) and write the first 4 words of the sentences which may support your decision. T F

1 Bottura’s restaurant Refettorio Ambrosiano has three Michelin stars. • •

2 The Refettorio turns food waste into fine-dining cuisine. • •

3 The Refettorio’s customers are rich people who want to give money to charity. • •

4 The Refettorio’s customers are treated very well. • •

5 There is a set menu that changes every month. • •

6 It is a chance for people living on the streets of Milan to relax for an hour. • •

7 Bottura presented the project to a group of business people he was cooking for at the 2015 World Expo in Milan. • •

8 Food for Soul is a non-profit organisation to combat food waste and isolation. • •

“ „

LISTENING

2 ?.?? Listen to an interview with an expert. What is she talking about?

3

?.?? INVALSI Listen again and choose the correct answers (A, B, C or D) for each question.

1 Which of these is worse for the environment?

A tofu B fish C chicken D beef

2 How many plants to we get most of our food from?

A five B twelve C twenty D seventy-five

3 What does the expert suggest we add to our diet?

A algae B fruit C insects D snails

4 We shouldn’t eat strawberries in winter because they…

A are too expensive. B don’t taste of anything. C generate lots of food miles. D need too much heat.

5 Which type of fish should you avoid?

A farmed fish

B frozen fish

C local fish D shellfish

6 How much of the food we produce is wasted?

A 20% B 30% C 50% D 80%

7 How can we reduce food waste?

A Shop locally and often. B Refrigerate food we don’t eat. C Eat seasonally. D Buy things loose.

VIDEO ROLE PLAYING & SPEAKING EXPLAINING HOW TO PREPARE A DISH

4 Watch this video of a guest chef explaining to a food vlogger* how to prepare a dish. Read the prompts on the screen and take the role of the guest chef.

5 Now watch the full version of the video and compare your answers.

6 Work in pairs. Role play the conversation between a vlogger and a guest chef explaining how to make a dish. Remember to swap roles. Ask and answer questions about:

• the dish type, timing and number of portions

• the mise en place of ingredients and equipment

• the preparation method and any special tips

*

• the health and hygiene issues

• the presentation of the dish

Vloggers are people who regularly posts short videos to a vlog, a personal website or social media account. They tend to be young, techno-savvy people with a particular passion or interest they want to share with others. They don’t generally start their vlog as a money-making activity, but the most successful bloggers have millions of followers, so companies pay them for advertising or product placement. Food blogging is particularly popular because it is such a sensory activity.

COMPITO DI REALTÀ – Presenting a main course recipe MEDIATING CONCEPTS

Divide the class into small groups. You are going to cook for a dinner to mark the 100th anniversary of your school or college. You should prepare the recipe for the main course with:

• a list of ingredients

• a list of techniques

• serving specification You should present your recipe to the rest of the class. The class votes for each dish, giving it a score out of 10 for each of the elements above. The group with the best mark wins the competition.

The banqueting manager

KEY WORDS FOR A GOOD F&B MANAGER

MANAGEMENT SKILLS These must be strong to motivate and manage a big team, as well as the confidence to liaise with other heads of department with competing workloads, in order to deliver what the client wants.

COMMUNICATION SKILLS They need excellent communication skills to find out exactly what clients want, together with personal charm to greet organisers, hosts and VIPs and the ability to show clients their full attention at all times.

ORGANISATION They must be an excellent organiser and should also have particular skills in all the departments involved in the event (logistics, catering and service).

The banqueting manager is responsible for each phase of an event, from the moment customers sign a contract to after the last guest has left the event. He or she is also obliged to constantly keep the customer informed as the event unfolds, communicate any organisational changes and 1liaise with the customer and the different working groups (kitchen, logistics, bar, service, etc.).

Top tips banqueting managers

• The key to a successful event is planning, so make sure you have carefully worked out the details for each stage of the event with your client. Have a checklist with you at all times.

• Keep your client informed before, during and after the event and be as diplomatic and flexible as possible in order to meet their needs.

• Make an inventory before and after the event, so that you know exactly what resources were used and ensure they are safely packed away and returned. You should also ensure that the venue is properly cleaned and tidied before leaving.

• Take charge, as ultimately you are responsible for the success of the event. You must be capable of getting coworkers and/or supervisors to defer power to you during the function.

GET STARTED

1

LOGISTICS This is a major skills area required for the job. They should be able to evaluate a venue in terms of how to allocate and manage key areas (kitchen, dining room, bar, cloakrooms, etc.); identify what equipment or furniture will be required; determine the number of staff needed for a specific event; set out times for each stage of the planning and execution.

FOOD AND BEVERAGE KNOWLEDGE They need to have a thorough understanding of food preparation, menu planning, ingredients, cooking methods, presentation styles and other aspects of a restaurant’s or hotel’s food service.

PROBLEM SOLVING They should have a cool head to deal with last minute requests and problems quickly and efficiently; as well as a can-do attitude, because they may need to hire audio visual, lighting, a DJ, a band, stages, and marquees; as well as organizing venue decoration and event themes.

1liaise with tenere i rapporti con

HAVE

SOME

MORE

A toastmaster is a person responsible for proposing toasts, introducing speakers, and making other formal announcements at a large social event (OED). There are trained and professional toastmasters, such as those affiliated to The Society of London Toastmasters.

Read the text and write a list of the qualities of a banqueting manager.

Writing a report about your PCTO experience

Here below you can find two examples which will be useful to prepare a report on your experience of PCTO.

Provide information about the company, its history, what it does and its overall ethos.

A I spent two weeks as trainee assistant manager for Flower Burger, a vegan fast-food chain in Milan. The company opened its first outlet in 2015 in Milan and it is now opening many other franchises all over Italy, as well as in other European countries. The company’s aim is to serve fresh, healthy, seasonal, vegan food. But they want to appeal to non-vegans too and they do this through their tasty dishes presented in vibrant and natural colours.

B On the first day the manager introduced me to the staff during an informal weekly meeting. They all welcomed me and were very friendly and helpful throughout my training period. The thing that struck me about the restaurant is that it had a very relaxed and laid-back atmosphere and I liked the fact that staff and customers were close to my age.

Talk about the welcome you received and your first impressions.

Explain your assigned role and the tasks you were required to carry out.

C Since my traineeship was as assistant manager, I was assigned a range of tasks across the whole restaurant in order to fully understand the business. I started in the kitchen, learning about all the ingredients and preparation techniques. Then I moved front of house and worked alongside the servers, helping customers with queries and complaints. Finally I spent a period shadowing the manager in the office, overseeing the running of the whole restaurant.

D My knowledge of social media platforms was useful as the manager asked me to devise some loyalty schemes that would be available to young people through social media. I was also able to apply my customer service skills when asked to deal with the public front of house, with the help of experienced team members.

Evaluate how you dealt with the work and colleagues during your traineeship.

Give details of what you learnt from the work placement.

Give a final evaluation of the experience: what you liked/didn’t like about it.

E I learnt a lot about the importance of teamwork to ensure the smooth day-to-day running of a busy restaurant. I also got to know more about how a chain food outlet works, and how vital it is to communicate regularly and effectively with other restaurants within the franchise.

F Overall, I enjoyed my training experience, especially as it gave me insight into two sectors of the catering industry that I didn’t know much about: vegan and fast-food restaurants. I hope to be able to apply this knowledge when I start my future career in hotel and catering management.

Giulio Angeloni – 4^ G Liceo Istituto Professionale Servizi per l’Enogastronomia e l’Ospitalità Alberghiera “Carlo Porta”, Milano.

READING COMPREHENSION

1 Read about Giulio Angeloni’s work experience as a trainee assistant manager.

Which paragraph (A-F) ...

1 gives an example of a new skill that Giulio learnt?

2 how he used previous knowledge and skills?

3 sums up his impressions of the placement?

2 Now answer these questions.

1 Where did Giulio do his training?

2 Which sectors of the business did he work in?

4 is about interpersonal relations?

5 profiles the company?

6 outlines the role?

3 What did he bring to the role and what did he take away from it?

4 Did he like the experience? Why/Why not?

How to write a food recipe

NAME OF THE DISH

Squash, chickpea & coconut curry

Choose a name that is descriptive and appealing.

CUISINE African • Asian-Pacific • British • Eastern European • Mediterranean • Middle-Eastern • North American • Southeast Asian • Please specify: Indian ✔

STYLE classic • experimental • fast food • fusion • home-cooking • modern • slow-cooking • other • ✔

COURSE appetiser • starter • main • palate cleanser • side dish • pre-dessert • dessert • ✔

Tick the type of cuisine the dish belongs to and add the specific country or region if appropriate.

What is the main style of cooking used to prepare this dish?

Which course should the dish ideally be served for?

✔ ✔ Tick all the dietary types that this dish is suitable for.

DIFFICULTY easy • moderate • difficult • ✔ How hard is this dish to make?

PORTIONS NUTRITION

PREPARATION TIME

INGREDIENTS

METHOD

MISE EN PLACE HEALTH AND HYGIENE

TIPS/ADVICE:

serves 4 563 kcal per serving

How many people does it serve?

15 minutes

COOKING TIME 30 minutes How much cooking time is required? How much preparation time is required?

How many kilocalories are there in each serving?

1 tbsp oil, 1 onion, 3 garlic cloves, 1cm piece of ginger, 2 tbsp mild curry powder, 400g can coconut milk, 200g can chopped tomatoes, 75g cashew nuts, 4 tbsp raisins, 400g can chickpeas, 1 large butternut squash cut into 1 cm cubes (about 750g)

● Heat the oil in a large saucepan over a medium heat.

● Cook the onion for about 10 mins until softened.

● Add garlic, ginger & curry powder, and stir for about 20 secs.

● Blend the nuts, add coconut milk and tomatoes.

Blender, saucepan, vegetable knife, measuring spoon, stirring spoon.

● Don’t leave hot oil unattended in a pan.

● Pour into the saucepan with the raisins, chickpeas & squash.

● You can list these in order of use or alphabetically.

● Make sure you list them in the same way: e.g. quantity and then item.

● Lengthen with 200ml water, bring to the boil and simmer for about 20 mins, stirring to prevent sticking.

● Season to taste & serve with rice, naan and pickles.

List all the equipment required for the recipe.

● Prepare common allergens like nuts separately.

Nuts

● Give clear instructions in chronological order, using imperative verbs.

● Avoid repetition by using synonyms.

● Only give approximate cooking and preparation times as these may vary.

Note any procedures required for health and hygiene safety

List any of the 14 major food allergens identified in Annex II of Regulation (EU) No 1169/2011 causing allergies or intolerances (see p. 276).

● The quantity of curry powder can be altered to make the dish more or less spicy.

● Garnish with freshly chopped coriander and lime quarters.

Suggest pairings, alternatives, or garnishes.

Go to the FLIP BOOK. Download the worksheet and write your own recipe. Use the tips to help you.