AN INTRODUCTION TO

SERVICE PRACTICUM BCC3001 &

SERVICE SKILLS METHODOLOGY BHT2009

Subject aims
This subject affords students first-hand experience in operating a range of food &
beverage outlets in their respective service styles. In the process, students will learn not
only the technical skills required to carry out efficient and competent service, but also to
provide an elegant and gracious experience to our guests.

While there will be a focus on the mastery of the basic technical skills such as wine
service, order-taking and table setting, students will also learn how to meet and exceed
guest expectations through effective communication, attention to detail and creative &
critical thinking skills. The value of leadership and teamwork in running a successful
food and beverage enterprise will be emphasized.

The approach taken in teaching this subject

The lecturers and Service instructors involved in helping you master this subject all
believe in one thing – providing you with a realistic and hands-on experience to give you
valuable insight into food & beverage service. We also believe strongly that the manner
in which the subject itself is taught imparts students with the ability to think on their feet,
a skill that is vital in a dynamic, people-oriented industry.

Ours is not the only way

In hospitality, we often hear that as service staff, “flexibility” and “adaptability” are two
good traits to have. What do these terms actually mean in the working world?
They basically refer to the fact that customer service is a dynamic element and that
there are many ways to accomplish any one task and that staff need to change ready.

In the Temasek Culinary Academy (TCA), you will be taught the basic techniques and
skills to carry out a variety of tasks. However, please note that every restaurant has its
own unique set of operating procedures. These procedures may result from the outlet’s
unique set of constraints or its management’s desired outcomes.

Learning the basics at TCA will provide you with a strong foundation from which you can
adapt and modify to suit any operation’s needs which you are likely to encounter in your
future. Being change-ready is a trait we hope to help you inculcate.

Service Practicum BCC3001 & Service Skills Methodlogy BHT2009 1

How you can best thrive and learn
Tight schedules, heavy workloads and the urgency of providing service are all part and
parcel of the industry that you have chosen to enter. You can best deal with these
challenges if you:

• are honest with yourself and others

Whether dealing with fellow students, staff or guests – honesty is the best policy.
Honesty helps create trust and fosters teamwork. This means also admitting to
yourself that you do not know something or are unsure at times.

• learn to have a sense of urgency

Treat each task given to you with a sense of urgency. This is an important trait that
helps provide good service to our guests and helps the service team accomplish the
work assigned to it quickly.

• finish what you start

Do not leave things partially completed; always complete the task at hand. If this is
not immediately possible, then return and complete the task at the next available
opportunity.

• listen with an open mind

There are many ways to accomplish a task. The ability to be open and willing to
accept and try these methods will only help us become a better practitioner of the art
of service.

• learn to relate to people

There are many technical skills to be mastered in food & beverage service.
However, people skills – those skills which allow us all to better and quickly relate to
and establish rapport with our guests and to work effectively with our colleagues is
just as important but much harder to master.

• are willing to ask questions

Always ask if in doubt. We strongly encourage you to ask questions to clarify any
doubts you may have.

• are willing to continuously strive for improvement

There is much to learn in food and beverage and you can never learn it all. However,
if you are willing to put in hard work, time and effort – that is a great start towards
becoming a true food & beverage professional.

• have a sense of humour

An easy going nature and a good sense of humour will help you deal with those
challenging moments which may arise in the course of service. Learning to “laugh it
off” is a great way to mentally deal with less pleasant aspects of providing service.

Service Practicum BCC3001 & Service Skills Methodlogy BHT2009 2

Teamwork – your way to success
• Please cooperate and work with your group members during lessons and for your
projects. Your grades depend on it (peer assessment).
• Please show respect for your classmates by not embarrassing or “showing them up”
such as teaching them in public or in the presence of guests.
• Do show team spirit and leadership by communicating and sharing information
which you have learnt with your classmates. We learn best when we learn together.
• Please do not take or use anything that doesn’t belong to you, without permission. It
will be considered as theft and is thus, a punishable offence.
• Note that your team mates will carry out a peer appraisal of your contributions to the
team effort.

Learning and teaching methods

Lectures & Demonstrations

During the lectures, students will be introduced to the topic through the use of notes and
multimedia presentations which may include the display of actual products or
techniques. The lectures will serve to introduce a diverse range of skills and knowledge
to help the student grasp an appreciation of skills which he or she may not entirely have
a chance to practice. The lecturer would use examples from current industry practice
and explain how these are related to the food & beverage service industry.

Demonstrations will also be used to assist students’ learning.

Service Practical
This is a practical session which provides students with the basic knowledge and skills
required in operating a contemporary commercial restaurant. The students will get
hands-on practice in preparing the restaurant for business, providing quality guest
service by assuming various roles such as server, bartender, captain and runner. Basic
serving skills such as wine and beverage service, table setting and clearing, and guest
relations will be emphasized. Students will be able to practice dealing with real-world
situations by applying the fundamental knowledge taught in the lectures.

Service Practicum BCC3001 & Service Skills Methodlogy BHT2009 3

YOUR typical DAILY SCHEDULE (as of 17 November 2008)
• Punctuality (anytime after 08.00 am & you are late!)
08:00 to 08:30 am
• Checking of attire & grooming
Any time past 08.15 am • You will be marked absent!

08:30 to 9.45 am • Set up dining room

09:45 to 10:00 am • Pre-service briefing by Headwaiter

10:00 to 10:45 am • Lunch break

10:45 to 11:15 am • Service Briefing

11:15 to 11:30 am • Pre-service checks

• Operation hours
11:30 am to 03:00 pm
• Last order at 1:45 pm, closing of outlet at 2.30 pm
03:00 to 03:45 pm • Post operation review by Service Instructors & Tutor

03:45 pm • Students are released

Formative assessment

Formative assessments may involve all or some of the following methods:

Post-Service Review / Discussion

Dialogue between students and tutor takes place after restaurant operations. Feedback
is given to the students based on their performance and areas for improvement
recommended. This is another avenue for students to reflect on this feedback, revise
and improve their service skills before the proficiency test. Tutors are able to monitor
the students’ overall performance and provide on-going feedback to improve students’
learning.

Proficiency Test(s) Practice

Where possible, students will be given opportunities to practice for their proficiency
test(s). This will allow students to familiarize themselves with the content and format of
the assessments as well as gauge their own progress.

Summative assessment & assessment scheme

Please see Student Guide for BCC3001 and BHT2009 for all relevant details.

Service Practicum BCC3001 & Service Skills Methodlogy BHT2009 4

Wearing your uniform – the standard

Your complete service uniform consists of your:

• Name tag pinned around your left apron strap

• White shirt or blouse (clean and well ironed)
• Black business pants/trousers (clean and well ironed)
• Black business leather shoes/pumps (clean and well polished)
• Black full length service apron (clean and well ironed)
• Black business/dress leather belt (for males only)
• Skin coloured stockings and undergarments (for females only)

Students should always report for class with the following items:

• Any relevant documents – always check and print out documents posted on the Ole
Blackboard and bring them for your Service Practicum sessions.
• A small pocket-sized note pad.
• 2 retractable (clickable) ball point pens either in dark blue or black ink.
• A waiter’s friend (wine corkscrew).

Guidelines on uniforms

• Students must always strive to look professional, wear their uniforms with pride and
look their best at all times.
• Students should put on a fresh set of uniforms daily. Uniforms must be washed,
clean and well-pressed at the start of each service period.
• Students to report work in their full uniform well ironed. Students who arrive in badly
crumbled OR poorly ironed uniforms MAY be sent back home to amend their
uniform before being allowed back into class.
• All students must be in full uniform when reporting to the outlets. The uniforms must
be worn to standard at all times.
• During operation of the outlets, no student on service is allowed in the front-of-house
unless in full uniform.
• Uniforms must always be worn to standard during the entire service period and
during all situations where the student comes into contact with guests and visitors.

This entails wearing the uniform in the following manner:

• Blouse or shirt fully tucked in

• Sleeves worn rolled down and always buttoned. Exception: bartenders on duty at
The Top Table who are allowed to roll up their sleeves up to their elbows.
• Pants should be smartly worn at the waist.
• Students are expected to purchase their own black leather shoes. Shoes, where
appropriate, should be laced. Shoes must always be clean, well-polished and
maintained in good condition.
• Shoes should be kept well polished and clean at all times.
• All males must wear black business socks – not sports or ankle socks.
• Nametags should be pinned on the left side of the apron strap.

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Grooming standards

Hair
• Female students who choose to keep their hair long should always keep their hair
neatly tied up in a ponytail and swept away from the face.
• Long hair (defined as hair that goes past the top of the back of the collar) is not
permitted for male students and hair should be above the collar at all times. No
“unconventional” or “punk” haircuts are permitted. This includes overtly short crew
cuts.
• For males, hair should be kept trimmed, neatly groomed with the use of a spray or
hair gel. Hair should not touch the back of the collar and side burns must not be
longer than mid-way of the ear lobe.
• For females, hair should put up or tied back, neatly groomed and well contained
through the use of a hair band or hair clips. Only simple, black coloured hair
accessories may be used.
• The fringe of the hair should not interfere with vision or require frequent attention.
• Your original and natural hair colour must be maintained. No streaking, tinting,
colouring or colour highlights are allowed.

Make-up & contact lenses

• No facial make-up is allowed for males.
• Females should use light but visible make-up with light skins tone colours. Pink
lipstick should be applied.
• All students should avoid excessive use of aftershave/perfume/colognes though the
use of antiperspirant and deodorants are encouraged.
• Only clear, uncoloured contact lenses are permitted.

Jewellery & fashion accessories

• No exposed jewellery is allowed. This includes the following: multiple ear studs and
other body piercings such as nose or tongue studs, rings (unless married), chains,
bracelets, anklets, friendship bands etc. are not to be worn during practical sessions.
• Females may one pair of simple ear studs.
• No other fashion accessories are allowed.
• Do not wear bulky, sport watches as they make it difficult to button your sleeves.
However, you will need to wear a watch as you will need to be able to tell the
time as this is a requirement of service.

Personal entertainment and communication devices

• No electronic organizers, portable music devices, earphones or any personal
electronic equipment are permitted in the dining rooms/outlets. Students found with
these will have them confiscated and will be held for the remainder of the semester.
• Should you wish to carry your mobile phones with your for security reasons– they
must remain switched off at all times. If found such devices are found to be switched
on – they will be confiscated and will be held for a minimum period of one week.

Service Practicum BCC3001 & Service Skills Methodlogy BHT2009 6

Personal hygiene standards
• Students should shower before reporting to class each day. Where possible, they
should wash their hair on a daily basis.
• Other than eyebrows, no facial hair is allowed except for neatly trimmed short
sideburns. The sideburns should not go lower than the bottom of the earlobes.
• Male students must always be clean shaven when reporting for service lessons. This
means not sporting any stubble as well. Females with facial hair should go for
‘threading’ or waxing.
• Students should check that their breath is fresh before the start of each service
period.
• Should you come across a fellow student suffer from strong body odour, bad breath
or uses too much aftershave/perfume – please do discreetly bring the matter up to
your respective Service Instructor’s or Tutor’s attention.

Secure your personal belongings

• It is in your interest not to bring excess cash and valuable personal items to school
to avoid loss or it being stolen. Please have your cash with you at all times while
securing your other belongings in the lockers provided.
• You are not allowed to bring your mobile phones or any other electronic device or
gadgets into the dining room. Please keep them securely locked in your locker at all
times.
• A locker will be made available to you for when you are on duty. Allocation is “on a
first come first serve basis” but there are sufficient lockers for every student. Please
provide your own padlocks for this purpose. These lockers must be emptied out at
the end of each day. Please note that any locker which has not been emptied of its
contents by the end of each day may have the padlock cut and its contents
removed.

Use of elevators
• Guest elevators are strictly for use by guests and staff members only.
• The Service Elevator (No. 32) is NOT to be used by students unless specifically
permitted by your Lecturer, Service or Culinary Instructors. Exceptions to this rule
include the transportation of equipment, beverage or food item which is bulky or
heavy.

Tobacco & alcohol

• This is a non-smoking campus so please do not smoke on campus. Anyone caught
doing so on campus will face stern disciplinary action.
• It is an offence for anyone below the age of 18 to consume alcohol. Please highlight
this to your Tutor or Service Instructors should the occasion arise where students
may be asked to taste alcoholic beverages. The onus is on the student to alert the
Subject Leader / Tutor / Service Instructors of their exact age in this matter.
• Do not consume alcohol anywhere on the campus unless you are given prior
approval by your Tutor or Service Instructors. Please advise your Tutor or Service
Instructors of your age if you are below the age of 18 as it is illegal to serve alcohol
to anyone below the age of 18 in Singapore.

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Professional code of conduct
• You are expected to always behave in a professional, respectful manner towards all
visitors, staff and your fellow students. It is your duty to uphold Temasek
Polytechnic’s reputation at all times and in all situations.
• You must always display a courteous and hospitable outlook, especially while in
uniform at Temasek Culinary Academy. This is your facility so treat all visitors to this
facility with warmth by always warmly greeting them and if required, personally
directing them if they appear or are lost. We are part of the hospitality industry and
you need to start practicing the highest of standards of hospitality at all times.

Attendance, punctuality & professionalgrooming

• Service Practicum is a hands-on practical class. Attendance is, therefore, critical to
ensure that students get the opportunity to practice the skills taught. As such there is
a strict attendance policy for Service Skills Methodology.
• Students will be marked as ‘LATE’ if they do not report in their complete uniform and
groomed to set standards by 8.00 am sharp.
• Students will be marked ‘ABSENT’ if they do not report for duty by 8.15 am.
• Should your grooming prove unacceptable, you will lose the marks allocated to
grooming – which in essence is one third of the marks awarded in this daily
assessment.

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Summary of Grooming Standards
Aspects Male
Hair • Short, neat, well trimmed and
held in place with gel or spray.
• Hair length should not reach
collar
• No facial hair
• Side burns not longer than mid-
ear
• No colouring, highlights or tints
allowed.
Make-up • No make up allowed.
Jewellery • No rings.
• No earrings or ear studs.
• No tongue studs or other visible
piercings.
• No bracelets nor necklace to be
visible.
• No bulky watches – but a watch
MUST be worn.
Finger Nails • Nails must be clean and kept
short. (where it cannot be
‘flicked’).
• No nail polish of any sort is
allowed.
Attire • Cleaned, well-pressed, fully
buttoned and properly fitted
uniform in good condition.
• Name tag worn on the left hand • Name tag worn on the left
side of the uniform and in good
condition.
• Black full-length business
socks to be worn.
• Black leather shoes that are
clean, well-polished shoes and
in good condition.
Fragrances • Use after shave in moderation.
• To reduce body odour, use a
body spray for all day
freshness.
Service Practicum BCC3001 & Service Skills Methodlogy BHT2009
Female
• If short – hair must be neat
and held in place with gel or
spray.
• Hair that is shoulder-length or
longer must be tied up in bun
and secured with a hair net.
• Simple small and black
accessories.
• No colouring, highlights or
tints allowed.
• Light but visible make up
must be used.
• Only pink lipstick to be used.
• No rings.
• Only one pair of simple ear
studs to be worn.
• No tongue studs or other
visible piercings.
• No bracelets nor necklace to
be visible.
• No bulky watches – but a
watch MUST be worn.
• Nails must be clean and kept
short. (where it cannot be
‘flicked’)
• No nail polish of any sort is
allowed.
• Cleaned, well-pressed, fully
buttoned and properly fitted
uniform in good condition.
hand side of the uniform and
in good condition.
• Skin-toned stockings to be
worn.
• Black leather court shoes /
pumps that are clean,
polished shoes in good
condition.
• Use perfume in moderation.
• To reduce body odour, use a
body spray for all day
freshness.
9
 Sideburns
must not be
Fringe must not longer than
touch forehead. mid-ear.

Back of
hair must
not be
longer than
Your chin, upper back
lip and the area hairline
just below your
lower lip must be
cleanly shaven and
free from any facial
hair/stubble.

Service Practicum BCC3001 & Service Skills Methodlogy BHT2009 10

 Your collar button
MUST be buttoned
at all times.

Your tie must be

tied properly with
the knot firmly
secured around
your collar so that Always have
the collar button is your name tag
not visible. on. You may
pin the tag
around the left
side of the
strap of your
apron.

Service Practicum BCC3001 & Service Skills Methodlogy BHT2009 11

 Your apron
must be
snugly
secured
around
your waist
so that it
looks neat.
Tying the
apron too
loosely
around
your waist
makes it
look baggy
and untidy.

Service Practicum BCC3001 & Service Skills Methodlogy BHT2009 12

 Use only Use hair gel or spray
simple, black to hold hair in place.
hair Minimise the amount
accessories of loose hair (baby
hair).

Fringe must
be above the
eyebrow.

You may
wear only
ONE pair
of stud
earrings.
Put on light
but visible
make-up –
which must
Use only skin include pink
tone coloured lipstick.
undergarments
..

Service Practicum BCC3001 & Service Skills Methodlogy BHT2009 13