1. Exam conditions *SILENCE*
16 July 2019
Starter Task:
Test –
Exam conditions *SILENCE*
Easy answers (state)
will be made of flour, butter, eggs and milk.
Clever answers (apply)
..... could be made of flour, butter, eggs and milk because flour is a cheap commodity… and easy to work with.
Genius answers (justify)
could be made of flour, butter, eggs and milk because they are locally sourced ingredients minimising air miles…, therefore

2. Communication and record keeping
Identify a range of communication techniques
Describe their function
Evaluate different types of record keeping
Lesson Objectives
Effective communication is essential for a successful business to occur, to communicate well staff must:
Be friendly, smart and clean, have good verbal and written communication skills, be able to use ICT effectively
Many types available used in many formats:
Verbal – talking to colleagues, clients, taking messages
Written – booking confirmations, memos, promotions, order taking
Telephone – taking messages, responding
Fax/ – newsletters, information sharing
ICT – rotas, orderings, bookings, room/staff management, stock control
Record keeping must be accurate and appropriate
What types of record keeping can you think of?
Homework: Complete revision material/revise for test

3. Communication by phone
Normally the first contact the customer has with the industry so 1st impressions count
Staff using a phone must know how to:
Transfer calls, place on hold, arrange conference calls, sell products or services
Staff must be polite and confident and the same answering procedures should be the same to maintain consistency:
Answer promptly (no more than 3-6 rings)
Smile to relax the facial muscles
Polite greeting
Identify the establishment and yourself
Ask how you can help
Customers phone for a variety of reasons:
Make a booking
Facilities availability
General enquiries and complaints
Appointments or room service
Arrange delivery

4. Communication by phone
Telephone manners include:
Speak clearly
Be courteous
Establish the reason for the call
Pay attention to the caller
Pass messages promptly
Be professional at all times
Task: role play the following scenarios:
Booking for a restaurant
Customer complaint
Delivery driver requesting directions