Catering 4539.pdf - Smithdon High School, Hunstanton, Norfolk

GCSE HOSPITALITY & CATERING (Single and Double Award) 14
6. Costing menus and events
The candidate should have knowledge of the basic principles of costing and
their application:
• Materials used.
• Labour.
• Profit.
• V.A.T.
7. Customer care
The candidate should have knowledge and understanding of:
• The importance of ensuring that customers are satisfied with the
service they receive.
• A range of methods of measuring customer satisfaction, including
verbal and written feedback.
• Good customer care for a range of customers and different situations.
• Appropriate methods of dealing with problems and suitable actions to
be taken, including immediate responses, short-term responses and
long-term action.
• The importance of presenting a positive image to the customer
through:
- Appearance
- Hygiene
- Attitude
- Standard of facilities
- Corporate image, i.e. uniform, business literature, advertising.
8. Standards of service
The candidate should have knowledge of:
• Acceptable service standards across:
- reception/front office, food service
- meeting, greeting and bidding farewell
- responding to enquiries
- dealing with complaints
- presenting bills.
• The importance of providing a reliable service to customers.
• Measures of quality assurance and quality control and why they are
important.
• Judging quality.
• Awarding quality.