SYLLABUS SUBJECT TO CHANGE CAP 121 WAITSTAFF I William A. Wiklendt, CEC, CCE, AAC, Chef Instructor http://bwiklendtatspscc.weebly.

.com/ Office: Bldg. 27-109A Phone: 360.596.5392 Office Hours: Monday-Thursday 6:30 a.m.-7:00 a.m. or by Appointment Class Meets: Monday, Tuesday, Wednesday, and Thursday Lecture 7:10 a.m. - 7:50 a.m., Bldg. 26- 101 Lab 8:00 a.m. - 1:00 p.m., Bldg. 27- Percival Room Sarah Lynn, Instructional Assistant I. TEXTBOOK: Service at Its Best, Waiter, Waitress Training, A guide to Becoming a Successful Server, Sanders, Paz, Wilkinson, Prentice Hall, ISBN: 0-13- 092626-4. Food Service Competency II. COURSE DESCRIPTION: Provide basic principles of dining room operations and procedures. Demonstrate Use of dining room equipment, proper mise en place techniques, basic knowledge of meal or function demands, principles of guest relations and basic beverage knowledge. III. COURSE CONTENT: Discuss the service professional; equipment and materials; preparatory work in the waiters pantry and dining room; the bar; service organization; the menu; mise en place; service rules styles and techniques; breakfast; banquets and functions; our guests; sales techniques; cost controls; methods of payments; working at the guest table; the study of beverages; the art of cooking; wines; and glossary of terms. CAP 121- Wait staff VIDEOS A) Your Personal Appearance B) Wine Service TT 507.Y67 VCU TX 950.7.F66 VCV

IV. COURSE OBJECTIVES: 1. Discuss the factors involved in creating excellent first impressions and anticipating guests' needs. 2. Characterize customer service objectives and implement plans to achieve them. 3. Describe ways to manage service to customers with special needs. 4. Explain steps in resolving customer complaints in order to satisfy guests. 5. Characterize a reservation system that is efficient and convenient for guests. 6. Develop the best way to describe and recommend menu items in order to encourage guest sales. 7. Describe the traditional hierarchy of a service staff. 8. Discuss work schedules. 9. Manage the proper use of equipment, dinnerware, utensils, and glassware.

10. Oversee the maintenance of well-stocked and organized service stations. 11. Oversee proper setting of tables and place settings. 12. Describe proper meal service and clearing. 13. Describe the techniques of French, platter, side-table, self-service, and other service styles. 14. Describe proper breakfast service. 15. Explain and suggest typical breakfast menu items to guests. 16. Plan and administer banquets and functions of any size. 17. Discuss how proper use of guest checks and cash registers helps control guest orders. 18. Cover the orderly process of filling guest orders in the kitchen. 19. Describe receiving correct payment from customers based on accurate guest checks. 20. Serve and recommend various foods to guests based on knowledge of food properties and preparation methods. 21. Identify by name and use, equipment and glassware used for beverage preparation and service. 22. Perform basic math functions. 23. Identify a variety of beverages, including coffees and teas. 24. Explain the functions of dining service personnel. 25. Demonstrate the general rules of table service. 26. Demonstrate an understanding of guest service and customer relations, including handling of difficult situations. 27. Explain interrelationships and work flow between dining room and kitchen operations. 28. Discuss sales techniques for service personnel, including product familiarly and suggestive selling. 29. Discuss different wines and liquors. V. EVALUATION GUIDELINES Grading in a vocational training program is a measurement of growth in skill and professional work ethics and personal appearance. Skill development, production (preparation), Miser en Place (organization), sanitation, teamwork, research projects, lecture notebooks, and testing make up the grading components. VI. EVALUATION PROCESS Testing /Written Assignments 20% (200 Points)

A) Daily Journal / self- evaluation AND Competency Evaluation Sheet is to be completed daily with date of entry with comments on learning (reflections) will be collected randomly and at the end of each module. Homework will cover information discussed in class, required reading, and demonstrations. Homework MUST be TYPED Discussion Questions and Exercises Chapter 1: # 1, 5, 11; Chapter 2: # 3, 12; Chapter 3: #13; Chapter 4: #20; Chapter 5: # 2, 3, 10; Chapter 6: # 4, 8, 38; Chapter 7:# 5, 8; Chapter 8: #1, 2; Chapter 9: #9, 11, 14. B) Research Project 20% (200 Points) There will be one research paper of your choice pertaining to WINE. Paper must be TYPED, professional and readable, objective, clear, concise, fluent, reads well aloud, includes observable facts, meaningful, relevant content. Paper must be double-spaced, with one-inch margins, top,

bottom and sides. Not less than four pages and not longer than five pages. Must include bibliography of at least three sources including ISBN numbers. Any Plagiarized paper results in a 0-zero grade. NO LATE PAPERS ACCEPTED and DUE LAST DAY OF MODULE.

PLAGIARISM Definition: What is Plagiarism? Simply stated, plagiarism is using another persons words or ideas without giving credit to the other person. We often assume that most students understand the difference between using an article, book, etc. as a reference and borrowing wording material for a presentation. What are some common types of plagiarism? Downloading a free research paper (often written by another student potentially with old references). Buying a commercially offered research paper. Copying an article or paper from the web. Cutting and pasting a paper from several sources. Paraphrasing or quoting certain parts from an original text. False citations. In their book, The Logic and Rhetoric of Expression, Harold C. Martin and Richard M. Ohmann identified some distinct forms of plagiarism, including: 1. Word-For-Word Plagiarism This example will likely consist of an opening sentence of a paragraph, or a portion of it that is composed by the writer. What follows will be an exact copy of the original text of anothers work. This is the most obvious form of plagiarism we face and, perhaps surprisingly, the most common. 2. The Mosaic In this example, the writer will pull various short phrases from an original text and weave them into their writing in various ways. 3. The Paraphrase Martin and Ohmann indicated the purpose of paraphrase should be to simplify or to throw a new and significant light on a text . . . and should be rarely resorted to by a student except for the purpose of . . . personal enlightenment. C) Attendance 10% (100 Points) Students must call 360.754.7711 ext.5392 if going to be absent. One absence will result in a 50% down grade for the attendance portion of your grade. Two days of absences will result in a zero for the attendance portion of the station grade. Three days of absences will result in an "F" for

the station. Arriving late or leaving early will be recorded as an absence. Three (3) days of absence will require the student to repeat that station for a passing grade. Please see attendance guidelines in your student assigned handbook. Note: Students must be at their assigned laboratory stations by 8:00 a.m. D) Laboratory Performance 50% (500 Points)

1) Skill Development The progressive development of hand skills and techniques; proficiency in the use of hand tools and knives; knowledge of basic cooking methods and application of these methods; communication skills; maintenance of a positive, helpful attitude (team oriented); dedication to increased learning and advancement of culinary knowledge. 2) Production Completes required tasks in a timely manner; ability to progressively increase production quantity and maintain quality standards; provides assistance as needed (team work); practices and promotes professional work ethics. 3) Organization Self motivated, self disciplined, dependable, and timely; follows directions, makes a plan and follows through; maintains a clean, efficient, and safe working environment; develop the ability to anticipate expected, and unexpected situations. 4) Competency Evaluation Sheet Competency Evaluation Sheet to be completed and turned in the last day of the module.

South Puget Sound Community College Culinary Arts Program Required Knowledge & ACF Competencies 2012 for Degree Programs
For the

American Culinary Federation Education Foundation Accrediting Commission

Effective January 2012

KNOWLEDGE AREA: Beverage Management Course Number(s) and Titles Where Competencies are met (attach Course outlines/Syllabi): CAP 121

PURPOSE: To become familiar with and varieties of alcoholic and non-alcoholic beverages. To develop an appreciation for wine and food affinity. To explain laws and procedures related to responsible alcohol service. Competency Evaluation Key

1 - Student has done with constant supervision or correction. 2 - Student has done with frequent supervision or correction. 3 - Student has done with some supervision or correction. 4 - Student has done with little supervision or correction. 5 - Student has industry competence at entry level or above.
COMPETENCIES: Students will be able to: 1. Identify local, state and federal laws pertaining to the purchase and service of alcoholic beverages. 2. Discuss the basic production process for distillation and fermentation. 3. Distinguish wines by grape and/or other fruit variety, country, growing region and production process. 4. Evaluate the relationship of beverages to food. 5. Identify and discuss the presentation and service of alcoholic, nonalcoholic and de-alcohol zed beverages, including coffee and tea. 6. Identify equipment and glassware used for beverage preparation and service. 7. Discuss opening and closing procedures of a beverage operation. 8. Discuss the fundamentals and importance of responsible alcohol service 9. Identify levels of intoxication and methods to control excessive consumption by guests 10.Discuss Dram Shop Act and liquor law liability. 11.Explain procedures for implementing internal beverage controls.

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KNOWLEDGE AREA: Dining Room Service Course Number(s) and Titles Where Competencies are met (attach Course outlines/Syllabi): CAP 121 PURPOSE: To perform dining room service functions using a variety of types of service. To demonstrate an understanding of quality customer service. COMPETENCIES: Students will be able to: 1. Demonstrate the general rules of table settings and service. 2. Describe American, English, French and Russian Service. 3. Discuss service methods such as banquets, buffets and catering and a la carte. 4. Describe the functions of dining service personnel. 5. Discuss training procedures for dining room staff. 6. Discuss procedures for processing guest checks using current technology. 7. Demonstrate an understanding of guest service and customer relations, including handling of difficult situations and accommodations for the disabled. 8. Explain inter-relationships and work flow between dining room and kitchen operations. 9. Discuss sales techniques for service personnel including menu knowledge and suggestive selling.

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VII GRADING SCALE: Minimum Points 950-1000 900-949 870-899 830-869 800-829 770-799 730-769 A AB+ B BC+ C 4.00 Superior Achievement 3.67 3.33 3.00 High Achievement 2.67 2.33 2.00 Satisfactory Achievement

700-729 630-699 600-629 0- 599

CD+ D F

1.67 1.33 1.00 Minimum Achievement 0

Students are evaluated and graded by the faculty. Performance is not compared to other students, but is based on the level of performance anticipated by this program (based on overall industry standards.

BASIC DAILY SCHEDULE Reset dining room for lunch service. Complete daily side work and mise en place. 9 a.m. 10:30 a.m. Lecture and lab. 10:30 a.m. 12:50 p.m. Participate in lunch service for dining room. 8:30 a.m. - 9 a.m. CAP 121 CALENDAR Day 1 Orientation, review syllabus, read Chapter 1, 2, and 3. Journal Daily. Day 2 Read Chapters 7 &10. Day 3 Read Chapters 4. Day 4 Read Chapters 5.Homework-Chapters 1-4 Due Day 5 Read Chapters 6. Day 6 Read Chapters 8 & 9. Day 7 Appendix A: Common Menu Terms, pages175-179. Day 8 Appendix A: Common Menu Terms, pages175-179. HomeworkChapters 5-9 Due Day 9 Appendix B: Wine Terminology, General, Sight, Smell, and Taste, pages181 186. Day 10 Appendix B: Wine Terminology, General, Sight, Smell, and Taste, pages181 186. Day 11 Appendix C: Spirit Brands and Related Cocktails, page187-191. Day 12 Appendix C: Spirit Brands and Related Cocktails, page187-191. Appendix D: Ales, Lagers, and Non-Alcoholic Beers, pages 193-195. Day 13 Review, Typed paper, competency, and journal due.