Prepare and Serve Non-Alcoholic Beverages

Prepare and serve non-alcoholic
beverages
D1.HBS.CL5.07
Trainee Manual
Prepare and serve non-
alcoholic beverages
D1.HBS.CL5.07
Trainee Manual
Project Base
William Angliss Institute of TAFE
555 La Trobe Street
Melbourne 3000 Victoria
Telephone: (03) 9606 2111
Facsimile: (03) 9670 1330
Acknowledgements
Project Director: Wayne Crosbie
Chief Writer: Alan Hickman
Subject Writer: Alan Hickman
Project Manager/Editor: Alan Maguire
DTP/Production: Daniel Chee, Mai Vu, Kaly Quach
The Association of Southeast Asian Nations (ASEAN) was established on 8 August 1967. The Member
States of the Association are Brunei Darussalam, Cambodia, Indonesia, Lao PDR, Malaysia, Myanmar,
Philippines, Singapore, Thailand and Viet Nam.
The ASEAN Secretariat is based in Jakarta, Indonesia.
General Information on ASEAN appears online at the ASEAN Website: www.asean.org.
All text is produced by William Angliss Institute of TAFE for the ASEAN Project on Toolbox
Development for Front Office, Food and Beverage Services and Food Production Divisions.
This publication is supported by the Australian Governments aid program through the ASEAN-
Australia Development Cooperation Program Phase II (AADCP II).
Copyright: Association of Southeast Asian Nations (ASEAN) 2013.
All rights reserved.
Disclaimer
Every effort has been made to ensure that this publication is free from errors or omissions. However,
you should conduct your own enquiries and seek professional advice before relying on any fact,
statement or matter contained in this book. The ASEAN Secretariat and William Angliss Institute of
TAFE are not responsible for any injury, loss or damage as a result of material included or omitted from
this course. Information in this module is current at the time of publication. Time of publication is
indicated in the date stamp at the bottom of each page.
Some images appearing in this resource have been purchased from stock photography suppliers
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and non-exclusive. Clip arts, font images and illustrations used are from the Microsoft Office Clip Art
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Institute.
Additional images have been sourced from Flickr and SXC and are used under Creative Commons
licence: http://creativecommons.org/licenses/by/2.0/deed.en
File name: 346768385

Table of contents
Introduction to trainee manual............................................................................................1
Unit descriptor....................................................................................................................3
Assessment matrix.............................................................................................................5
Glossary............................................................................................................................. 7
Element 1: Prepare and serve a range of teas and coffees................................................9
Element 2: Prepare and serve cold drinks........................................................................33
Element 3: Use, clean and maintain equipment and machinery for non-alcoholic drinks 55
Presentation of written work.............................................................................................69
Recommended reading....................................................................................................71
Trainee evaluation sheet..................................................................................................73
Trainee self-assessment checklist....................................................................................75

Introduction to trainee manual

To the Trainee
Congratulations on joining this course. This Trainee Manual is one part of a toolbox
which is a resource provided to trainees, trainers and assessors to help you become
competent in various areas of your work.
The toolbox consists of three elements:
A Trainee Manual for you to read and study at home or in class

A Trainer Guide with Power Point slides to help your Trainer explain the content of
the training material and provide class activities to help with practice
An Assessment Manual which provides your Assessor with oral and written
questions and other assessment tasks to establish whether or not you have
achieved competency.
The first thing you may notice is that this training program and the information you find in
the Trainee Manual seems different to the textbooks you have used previously. This is
because the method of instruction and examination is different. The method used is called
Competency based training (CBT) and Competency based assessment (CBA). CBT and
CBA is the training and assessment system chosen by ASEAN (Association of South-East
Asian Nations) to train people to work in the tourism and hospitality industry throughout all
the ASEAN member states.
What is the CBT and CBA system and why has it been adopted by ASEAN?
CBT is a way of training that concentrates on what a worker can do or is required to do at

work. The aim is of the training is to enable trainees to perform tasks and duties at a
standard expected by employers. CBT seeks to develop the skills, knowledge and
attitudes (or recognise the ones the trainee already possesses) to achieve the required
competency standard. ASEAN has adopted the CBT/CBA training system as it is able to
produce the type of worker that industry is looking for and this therefore increases
trainees chances of obtaining employment.
CBA involves collecting evidence and making a judgement of the extent to which a worker
can perform his/her duties at the required competency standard. Where a trainee can
already demonstrate a degree of competency, either due to prior training or work
experience, a process of Recognition of Prior Learning (RPL) is available to trainees to
recognise this. Please speak to your trainer about RPL if you think this applies to you.
What is a competency standard?
ASEAN 2013
Trainee Manual 1
Prepare and serve non-alcoholic beverages
Competency standards are descriptions of the skills and knowledge required to perform a
task or activity at the level of a required standard.
242 competency standards for the tourism and hospitality industries throughout the
ASEAN region have been developed to cover all the knowledge, skills and attitudes
required to work in the following occupational areas:
Housekeeping
Food Production
Food and Beverage Service
Front Office
Travel Agencies
Tour Operations.
All of these competency standards are available for you to look at. In fact you will find a
summary of each one at the beginning of each Trainee Manual under the heading Unit
Descriptor. The unit descriptor describes the content of the unit you will be studying in the
Trainee Manual and provides a table of contents which are divided up into Elements and
Performance Criteria. An element is a description of one aspect of what has to be
achieved in the workplace. The Performance Criteria below each element details the
level of performance that needs to be demonstrated to be declared competent.
There are other components of the competency standard:
Unit Title: statement about what is to be done in the workplace

Unit Number: unique number identifying the particular competency
Nominal hours: number of classroom or practical hours usually needed to
complete the competency. We call them nominal hours because they can vary
e.g. sometimes it will take an individual less time to complete a unit of competency
because he/she has prior knowledge or work experience in that area.
The final heading you will see before you start reading the Trainee Manual is the
Assessment Matrix. Competency based assessment requires trainees to be assessed in
at least 2 3 different ways, one of which must be practical. This section outlines three
ways assessment can be carried out and includes work projects, written questions and
oral questions. The matrix is designed to show you which performance criteria will be
assessed and how they will be assessed. Your trainer and/or assessor may also use other
assessment methods including Observation Checklist and Third Party Statement. An
observation checklist is a way of recording how you perform at work and a third party
statement is a statement by a supervisor or employer about the degree of competence
they believe you have achieved. This can be based on observing your workplace
performance, inspecting your work or gaining feedback from fellow workers.
Your trainer and/or assessor may use other methods to assess you such as:
ASEAN 2013
2 Trainee Manual
Journals
Oral presentations
Role plays
Log books
Group projects
Practical demonstrations.
Remember your trainer is there to help you succeed and become competent. Please feel
free to ask him or her for more explanation of what you have just read and of what is
expected from you and best wishes for your future studies and future career in tourism
and hospitality.
ASEAN 2013
Trainee Manual 3
Unit descriptor
Unit descriptor
This unit deals with the skills and knowledge required to Prepare and serve non-alcoholic
beverages in a range of settings within the hotel and travel industries workplace context.
Unit Code:
D1.HBS.CL5.07
Nominal Hours:
25 hours
Element 1: Prepare and serve a range of teas and coffees
Performance Criteria
1.1 Select ingredients, tea/coffee making equipment and crockery/glassware to prepare

tea/coffee
1.2 Prepare drinks using appropriate method in accordance with customer requests and
required timeframe
1.3 Evaluate drink before presenting to customer
Element 2: Prepare and serve cold drinks
2.1 Select ingredients, equipment and glassware
2.2 Prepare drink in accordance with standard recipes or to customer requests
2.3 Serve garnishes and accompaniments with drinks
Element 3: Use, clean and maintain equipment and machinery for

non-alcoholic drinks
3.1 Use machinery and equipment safely in accordance with manufacturer's

specifications and hygiene/safety requirements
3.2 Clean and maintain machinery and equipment regularly in accordance with
manufacturer's specifications and enterprise cleaning and maintenance schedules
Unit descriptor
3.3 Identify problems promptly and report to the appropriate person

Unit descriptor
Assessment matrix
Assessment matrix
Showing mapping of Performance Criteria against Work Projects, Written
Questions and Oral Questions
The Assessment Matrix indicates three of the most common assessment activities your
Assessor may use to assess your understanding of the content of this manual and your
performance - Work Projects, Written Questions and Oral Questions. It also indicates
where you can find the subject content related to these assessment activities in the
Trainee Manual (i.e. under which element or performance criteria). As explained in the
Introduction, however, the assessors are free to choose which assessment activities are
most suitable to best capture evidence of competency as they deem appropriate for
individual students.
Work Written Oral
Projects Questio Questio
ns ns
1.1 Select ingredients, tea/coffee making

equipment and crockery/glassware to prepare 1.1 16 1
tea/coffee
1.2 Prepare drinks using appropriate method in

accordance with customer requests and 1.1 7 16 2
required timeframe
1.3 Evaluate drink before presenting to customer 1.1 17 3

2.1 Select ingredients, equipment and glassware 2.1 18 22 4
2.2 Serve garnishes and accompaniments with

2.1 23 28 5
drinks

2.1 29 31 6
drinks
Element 3: Use, clean and maintain equipment and machinery for
non-alcoholic drinks
3.1 Use machinery and equipment safely in

accordance with manufacturer's specifications 3.1 32, 33 7
and hygiene/safety requirements
Assessment matrix
Work Written Oral

Projects Questio Questio
ns ns
3.2 Clean and maintain machinery and equipment

regularly in accordance with manufacturer's
3.1 34, 35 8
specifications and enterprise cleaning and
maintenance schedules
3.3 Identify problems promptly and report to the

3.2 36 9
appropriate person
Assessment matrix
Glossary
Glossary
Term Explanation
1 ounce/1 oz. (liquid measurement) 30 millilitres/mls
AD Anno Domini
Aerated waters Sparkling soft drink such as lemonade and cola
Arabica Premium quality coffee bean
Brixing Ratio of syrup to water in post-mix machines
Chai Spiced tea
Cleaning schedule List of when nominated items/areas must be cleaned
Creamer Small jug (for milk/cream)
Decoration Non-edible enhancement to a drink
Demi tasse Half-cup: small cup used for Turkish and espresso coffee
Doily Paper napkin placed under drink/on service plate or saucer
Flatware Spoons
Food safety plan/programme Protocols for maintaining hygiene and safety of food stuffs and
food equipment, utensils and areas
Garnish Edible items added to a drink to enhance presentation
Gomme syrup Sugar syrup
House recipe Standard recipe used by a property for making a drink
Small metal cage containing tea leaves immersed into boiling

Infuser water to make tea (as opposed to placing leaves directly into the
water)
Knock box Bin into which pucks are knocked/emptied after espresso has
been made
Glossary
Term Explanation
Maintenance schedule Roster for maintaining nominated items/equipment
Mocktail Non-alcoholic cocktail
PC Portion controlled (packs/sachets)
Post-mix Bulk soft drinks
Preventative maintenance Maintenance undertaken at regular times with the intention the
machine/equipment never breaks down
Puck Used coffee grounds
RTD Ready To Drink
Robusta Lower quality coffee bean variety
Serviceware Items required to serve teas or coffee
Shot One serve of espresso (30 35 mls)
Single serve container Take-away container intended to be used once and then discarded
Splits Small bottles of soft drink
Sugar syrup A liquid variation on granulated sugar used, for example, in cold
beverages where customer wants to sweeten the drink
Swizzle stick Drink stirrer
Temperature Danger Zone 5C 60C

Element 1:
Prepare and serve a range of teas and
coffees
1.1 Select ingredients, tea/coffee making
equipment and crockery/glassware to prepare
tea/coffee
Introduction
The first step in preparing and serving teas and coffees

is to select the necessary ingredient equipment and
serviceware.
This Section identifies a range of items involved in this

step.
Background to non-alcoholic beverages
The hospitality industry has undergone many changes over the years and one of the main
changes is an increased emphasis on non-alcoholic drinks.
A truly rounded professional in the industry today will know as much about non-alcoholic
beverages as they will about alcoholic ones, food and other aspects of the business.
Why has the demand for non-alcoholic drinks increased?
The role of non-alcoholic drinks has grown incredibly over recent years due to:
The impact of drink-driving laws. More people are now aware they have a moral,
social and legal responsibility not to drink alcohol and drive
The increasing emphasis on the family in many licensed premises. Many venues
now target the entire family unit, and provide food, facilities and entertainment that
will satisfy all age levels. It follows naturally that beverages must also cater for all
ages
A renewed interest in a healthy lifestyle. Some people have medical conditions
which do not allow them to drink alcohol, and others simply want to remain as
healthy as they can, believing the consumption of alcohol runs contrary to their
efforts
A general community feeling that overindulging in liquor is no longer as acceptable

as it once was. Employers and work colleagues will not tolerate drunkenness in the
workplace.
Many employers now have a zero tolerance policy as far as alcohol is concerned.
There is no doubt employers also have a common law duty of care towards both
customers and staff in relation to alcohol.
Basis for selecting ingredient, equipment and crockery/glassware
The basis for selecting items for making tea, coffee and/or cold drinks are:
Tradition
House recipes
Customer requests and preferences.
Tradition
There are traditional ways of making and serving many

drinks.
For example, demi-tasse for short blacks, glasses for
latts and iced tea.
These traditional methods of making drinks and service protocols create customer
expectations we must meet.
House recipes
House recipes are also known as Standard recipes.

They contain information and directions on how to prepare drinks setting out:
Name of drink
Ingredients to use
Quantities
Equipment and utensils required
Procedure to follow
Relevant details regarding the individual drink which may mention drink-specific
information such as temperature/s and type of milk to use
Service requirements including the crockery (or take away container) to be used,
and garnishes, decorations and/or accompaniments required
A photograph of the finished product.
Not all establishments use written house recipes.
In many premises there will be a selection of books behind the counter to assist with
making beverages. In other cases, it will be assumed staff will know what to do or will
ask customers for help when making unique drinks.
Customer requests and preferences
Customer requests and preferences should be

accommodated when making beverages, where
possible.
There is no limit to the individual requests and preferences
which may be made but they often relate to changes to
ingredients, serviceware, temperature and garnishes
and accompaniments.
In practice this can mean:
Adding or removing an ingredient no sugar, no ice, no milk, extra cream
Adding more or less of an ingredient extra syrup, double shot of coffee, just a
splash of milk, really strong tea
Using a different type and or size of cup, mug or glass served in a mug rather
than a cup
Stipulating a service temperature such as Really cold, lots of ice, Warm but
not hot, Boiling hot
Differences to garnishes and/or accompaniments extra mints, no lemon, no
straw.
Tea general information
There are over 3,000 types of tea across the world.
Black tea
Black tea is referred to as red (or crimson) tea by the

Chinese because of its colour, and is the most popular tea
in the world.
It comes from the fully oxidised leaves of the tea plant

called Camella Sinensis.
It is the tea commonly used for making iced tea and owes
its popularity to tea bags where it made its debut to most of the world.
It is also popular with tea producers for blending with other ingredients (such as flowers,
herbs, citrus, fruit) to produce an increasing range of tea-based drinks. Black tea is also
mixed with other teas to make certain blended teas see below.
Black tea is usually the strongest of all teas in terms of taste and contains the most
caffeine.
It is available in tea bags and as loose leaf tea.
See video at http://video.about.com/coffeetea/Overview-of-Black-Tea.htm.

Semi-black tea
Known better in China as Oolong, semi-black teas are semi-

oxidised leaves of the tea plant called Camella Sinensis.
Semi-black tea requires a relatively longer infusion time than black

tea, and many semi-black tea leaves can be re-used although this
is more common in a home situation that in a commercial one.
Semi-black teas are also available in bags or in loose leaf form.
Blended teas
These teas result from mixing different teas together with

a view to creating a consistent final product.
Teas blended together can come from different

geographical regions or be different types of teas.
English Breakfast is the most popular blend Irish

Breakfast is also a blend.
Green tea
Green tea is made from unfermented (hence, green) tea leaves

and is very popular in Japan and China.
Green tea has recently been associated with having health

benefits which are making it increasingly popular. Nearly all teas
are enjoying a surge in popularity for health-related reasons.
Green tea has fairly popular versions known as Gunpowder and

Rainflower.
Scented teas
Scented teas are usually made by taking a black tea or a semi-black tea and adding
ingredients to introduce a specific aroma and taste.
It is believed many of these teas originally evolved as manufacturers tried to mask the
shortcomings of inferior quality teas, but today many of the scented teas are deliberate
marketing ploys by producers seeking new niche markets for their products.
Ingredients added to the base tea may include herbs, flower blossoms or fruit peel.
Well-known scented teas include Earl Grey (which has oil from the bergamot citrus plant
added to it) and Jasmine (jasmine flowers) but there has been a big growth in this area
with scents also including apple, lychee, mango, strawberry, rose, lavender, mint and
caramel.
Smoke is used to scent and flavour some teas, burning pine needles under the tea while
the leaves are drying. Lapsong Souchong is a well-known tea made using a smoking
process.
Chai tea
Chai is the word for tea in some countries.
It is brewed with a variety of spices (such as ginger,

cloves and pepper) which vary between different
blends/recipes.
Visit the following website for more information:
http://www.2basnob.com/chai-tea.html.
Websites for further information
There are numerous websites providing additional information regarding teas.
Try the following sites as a starting point and then follow links for more detailed
information on teas:
http://www.teavana.com/special-teas
http://www.tenren.com/index.html
http://coffeetea.about.com/od/typesoftea/Types_of_Tea.htm
http://www.twinings.com.au/
http://www.lipton.com.au/home/
http://www.bushells.com.au/
http://www.dilmah.com.au/.
Coffee - general information
The history of coffee has been recorded from about 1000 AD

onwards.
From about 1400 AD Europe began drinking coffee and its use
exploded, with many innovations in its preparation and
consumption being introduced.
In the world marketplace, coffee ranks alongside oil, steel and

grain as an exportable raw material of the highest value. Coffee
is the second most-traded commodity in the world. Indeed the
economies of many of the prime coffee-producing countries are almost entirely dependent
on the export of coffee for their natural wealth.
When there is a bad coffee crop, the price increases and the supply and quality of the
coffee is reduced.
Origins
Coffee grows only in tropical regions. It is intolerant to frost and requires moderate rainfall,
warm temperatures year-round and plenty of sunshine. The main coffee growing countries
can be grouped into the following regions:
Central America and the Caribbean Mexico, Panama, Caribbean Islands

South America Brazil, Colombia, Ecuador, Peru
Africa Kenya, Tanzania, Cameroon
Australia/Asia India, Indonesia, Vietnam, New Guinea.
Robusta and Arabica
The two most widely used varieties of coffee beans are Robusta and Arabica.
Robusta beans grow in a wider variety of equatorial climates and deliver a bolder taste.
The Robusta beans are rounder, smaller and have a straight seam.
Arabica beans are more sensitive to climate and altitude. They are considered of premium
quality when compared to Robusta beans. Arabica beans are longer, more oval in shape
and have an S-shaped seam.
Blending
The vast majority of roast and ground coffee, including all espresso coffees, are roasted
coffee blends from various growing regions.
Blends include different percentages of Robusta and Arabica or may be 100% Arabica.
Each blend tastes different by virtue of the different flavours contributed from the different
growing regions in much the same way the one wine grape variety from different growing
regions will also taste noticeably different. It is a fact that each particular coffee growing
region produces beans with a distinctive flavour.
Very, very few blends are made from 100% Robusta beans because of the level of
astringency produced.
Some blends are called origin blends meaning 100% of the coffee beans are sourced
from the region named. This enables drinkers to purchase a coffee they know will have
certain characteristics. For example, Costa Rican Arabica beans are famed for their
fragrance, flavour and full body.
Coffee websites
There are many coffee-related websites.
You should visit coffee manufacturers websites sites such as:
http://www.nestle.com.au/Default.htm
http://grinderscoffee.com.au/
http://www.lavazza.com.au/
http://www.roberttimms.com/
http://www.vittoriacoffee.com/index.php/1.html
http://www.bushellscoffee.co.nz/.
Also visit the websites of:
http://www.facebook.com/pages/Asean-Coffee-Federation/168413326607869
http://www.gloriajeanscoffees.com.au/
http://www.starbucks.com/
http://www.acta.org.au/
http://www.coffeereview.com/.
Selecting tea and coffee ingredients
The ingredients required will, as identified above, depend on

the drink ordered by the customers and the house recipes for
the property.
A representative list of ingredients includes:
Coffee beans premises offering espresso coffee will

grind their own beans and may offer a variety of blends
Sachets (PC packs) of ground coffee for use in other coffee equipment such as
plungers and dripolators
Instant coffee, including decaffeinated. Despite the explosion in the use of
espresso machines there still remains a role for instant coffee in nearly every
venue.
Visit the following sites for product information and to gain an appreciation of what is
available:
http://www1.lavazza.com/corporate/au/index.html
http://www.coffeebean.com.ph/
http://www.nestle.com.au/Products/Featured-Brands/Nescafe
Proprietary brands of flavoured coffee check out http://www.javaberry.com/?

module=429&action=viewCategory&idParent=12 for extra information
Loose tea leaves as appropriate for the types and styles of teas offered by the
venue
Tea bags an option used in many venues for the provision of teas.
All types and styles of tea are available in the form of tea bags
Sugar bulk sugars including refined and raw as well as cubed and portion control
(PC) packs. Sugar substitutes are now also mandatory inclusions when delivering
non-alcoholic beverages.
See the following for examples:
http://www.cw-usa.com/supplies-condiments-sweeteners-sugar-packets-case.html
http://www.clubequal.com.au/
Milk and cream dairy products play a central role in offering white teas,
coffees/espresso drinks. Make sure dairy products are fresh and not out of date
PC packs which combine coffee and milk, and coffee+milk+sweetner are also available
and popular for use in guest rooms in accommodation facilities
Syrups for coffees. Many venues offer flavoured coffees through the addition of
syrups such as caramel, chocolate, white chocolate, Irish cream and hazelnut.
See the range available at http://www.alchemycordial.com.au/shop/coffee-syrups/12 and
watch the two short videos
Water there will always be a need for a good supply of fresh water, iced water
and boiling water
Powders some drinks may require chocolate powder, chocolate sprinkles,
cinnamon, cocoa, nutmeg, chai spices and flavours and frappe mixes
Lemons for use with black tea.
Selecting tea and coffee equipment

The equipment you will need to select will depend on the drinks ordered and the
equipment available in the venue. For example, while espresso machines are common
and popular, not every venue will have one.
Tea
Equipment for making tea may include (depending on the style

and ambience of the property and the items on the menu):
Hot water source this may be a kettle, urn or a static

supply (wall-mounted) unit
Teapots used for the service of tea and available in
various sizes ranging from single serve (2-cup), through
two-serve (4-cup) up to 12-cup.
Tea pots may be stainless steel or china.
May be used with an infuser.
See http://www.hospitalitywholesale.com.au/front-of-house/tea-and-coffee/tea-pots-and-
infusers.html
Hot water pots or jugs
Infuser a wide variety is available
Strainers for straining out tea leaves
See also http://coffeetea.about.com/od/teaandtisanebasics/a/EasyTeaEquipment.htm.
Coffee
Equipment required for the preparation of coffees can include:
Coffee machines often referred to as espresso machines.

See examples at:
http://www.espressocompany.com.au/

http://www.supremecoffeemachines.com.au/catalogue/commercial-coffee-machines
http://www.fracino.com.au/
http://www.espressoitalia.com.au/coffee/MACHINES/35+Commercial
Coffee grinders these may be provided as part of the main

espresso machine or as a separate and stand-alone unit.
Most venues grind their beans several times a day. Some buy their
coffee already ground meaning they will not need a grinder.
See sample grinders at http://www.santos.fr/40m.html
Weighing equipment electronic scales for checking the dosing
of coffee dispensers
Tampers for tamping ground coffee into portafilters
Thermometer for taking the temperature of milk when heating it and texturing it
for use in, for example, cappuccinos
Bins for discarded pucks, called a knock box.
Urn or kettle or some other hot/boiling water dispenser (other than the espresso
machine).
Percolators, drip filters and plungers for coffee service, other than
espresso.
These may even be used by premises which have an espresso machine.
Many of the items used are domestic products used in a commercial
setting and some are distinctly commercial in size.
See the following sites for examples:
http://www.hostdirect.com.au/listProduct/Equipment/Urns+and+Percolators/
http://www.vittoriacoffee.com/products-plunger.html.
Selecting crockery, cutlery and glassware
Tea and coffee can require the following:

Crockery the requirements can include china/porcelain or stainless steel items:
Cups and saucers variety of sizes in the range 60 mls (demi-tasse) through to
300 mls
Bowls for sugar and accompaniments
Mugs for service of large hot and cold drinks:

300 mls plus
Jugs for milk, water and juices (150 mls
upwards). A small jug may also be called a
creamer
Side plates for placement or service of biscuits,
mints or other items
Tea bag holders for holding used tea bags
Silverware for certain service requirements

where a higher standard is needed.
Visit the following to view products available:
http://www.cateringequipment.com.au/crockery/
Cutlery you may require a variety of flatware items such as:

Teaspoons
Bar spoons/parfait spoons
Coffee spoons
Tea bag squeezers
Glassware a range of glasses to cater for iced tea and iced coffees as well as
latts.
Check out:
http://www.crockerywares.com/
http://www.hostdirect.com.au/.
1.2 Prepare drinks using appropriate method in

accordance with customer requests and
required timeframe
Introduction
It is important to prepare teas and coffees using the correct method for the drink ordered
by the customer.
Basic service requirements
When making teas and coffees you should strive to:
Follow house recipes unless the customer orders something different

Provide what the customer wants. There may be a requirement to charge extra
where the customer wants a beverage different to what is listed on the menu/drink
list so beware of the potential for this
Deliver a consistent product. The same drink should look and taste the same for all
customers, today and tomorrow and every time it is made
Minimise wastage. This can be achieved by not spilling drinks and through taking
care to not over-produce drinks, causing the product to be thrown out
Work quickly. An ongoing requirement is for all teas and coffees to be produced
and served as soon as possible
Deliver appropriate levels of customer service. When the order is taken and the
drink is served.
Making tea
Standard requirement
Two standard requirements apply:
Always follow your house recipes or house

rules when making tea if they differ from what is
presented below
Always factor in any special requests made by
customers.
Tea is commonly made either:
Using a pot with tea leaves. Some businesses use a teapot with tea bag while
some premises place tea leaves into an infuser instead of placing tea leaves
directly into the water in loose form
Using a tea bag.
Making a pot of tea
A pot of tea is usually made using tea leaves.
Where a pot of tea is served guests normally serve themselves from the pot.
The standard practice is:
Warm the tea pot by filling with hot water

Prepare the tray in accordance with house standards
to serve the tea which may mean:
Getting the milk ready pouring milk into a jug
Getting the sugar ready obtaining a bowl of white

sugar, or sugar PC packs
Preparing a jug or pot of boiling water which is used
by guests to:
Weaken the tea, if required
Add to the pot to make more tea after they have
served the first cup/s
Preparing and setting out the cups and saucers and spoons and strainer (if infuser
is not used)
Cutting slices of lemon for black tea
Adding a tea leaf strainer to the tray
Preparing the tray is important so the tea can be served promptly once the boiling water
has been added to the pot.
Empty the water from the tea pot and discard the water
Place the required amount of the selected tea into the pot or infuser. The amount
of tea required will depend on:
The size of the pot or the number of cups the pot will serve
Customer preferences for strength of the tea
House recipes.
A standard rule is one spoonful per person plus one for the pot.
Add boiling water
Serve immediately.
Note: in some cases sugar is not required in the service tray as the sugar will be a
standard part of the table setting.
Making tea using tea bags
The use of tea bags is common for making tea.
A standard procedure is:
Warm a hot water pot or jug by filling with hot water

Prepare the service tray according to house standards with (as appropriate):
Sugar
Milk
Lemon
Hot water jug/pot
Cups and saucers
Tea spoons
Tea bag strainer a squeezer used to

squeeze tea from the bag
Rest for used tea bag
Select the required tea type as identified by the guest

Place the tea bag in the cup or on a side plate according to house standards
Empty the water from the hot water pot/jug and discard the water
Fill or refill the hot water jug or pot
Serve immediately.
Note:
The guest adds the water to the tea bag allowing them to make the tea to their
individual preference. The water is not added to the cup and tea bag prior to or as
part of service of tea using a tea bag
In some cases sugar is not required in the service tray as the sugar will be a
standard part of the table setting.
Making herbal tea
Tea bags are used for serving herbal tea in most commercial settings but a pot may also
be used.
Standard procedure for service of herbal tea is:
Warm a hot water pot or jug by filling with hot water

Prepare tray for service according to house requirements and customer
requirements. Note that common practice with herbal teas is:
Not to serve milk unless requested
Not to serve sugar unless requested.

Some venues may provide honey
Place one cup and saucer for each
customer. Many venues use a different style
of cup and saucer for herbal teas often
Add one tea bag per person either loaded
into a cup or placed on side plate
Add spoon and tea strainer or squeezer
Empty the water from the hot water pot or jug and discard the water
Fill or refill the hot water jug or pot
Serve immediately.
Making iced tea
Where a standard recipe does not exist, a method is:
Select the appropriate glassware iced tea is traditionally served in a glass cup or
mug as opposed to a teacup
Make a quarter of a cup of strong tea using black tea
Place tea in shaker full of ice
Shake and strain into a glass full of fresh ice
Garnish with a slice of lemon
Sugar syrup served to customer if requested, in preference
to serving granulated sugar.
Sugar syrup
Sugar syrup is also known as gomme syrup.
The recipe for sugar syrup can vary so find out what applies where you work. The
following are two options.
(1) 500 mls of water and 500 gms of sugar heat together in a pot, stirring to assist the
dissolving of the sugar. Allow to reach the boil. Remove and allow cooling. Refrigerate,
cover and store for later use
(2) Add boiling water (1/3 by volume) to sugar (2/3 by volume) stir to dissolve sugar. Allow
to cool. Refrigerate, cover and store for later use.
Tea making videos
Watch the following to gain further insight into the making of teas:
http://www.metacafe.com/watch/4620328/how_to_make_the_perfect_pot_of_tea/
http://www.youtube.com/watch?v=OTrIwzRYRB0
http://www.youtube.com/watch?v=1-8LbiVjmXc
http://www.youtube.com/watch?v=v8y46pdaDMI
http://www.youtube.com/watch?v=2ENUZxDx6SU.
Making coffee
Standard requirements
Always:
Follow your house recipes or house rules when making tea if they differ from what
is presented below
Take into account any special requests made by customers.
Common coffee making methods
Coffee is commonly made:
Using an espresso machine

Using a plunger
Using a dripolator.
Making espresso using espresso machine
The following steps are commonly applicable but can vary depending on the machine
used.
Always:
Read the instructions for the machine your are using

Get an experienced person to demonstrate how to:
Grind the coffee beans
Use the machine
Adjust the dosage
Clean the machine.
It is important to master the process of producing a shot of espresso as this is the basis
for many coffee-based drinks. See the recipes below:
1) Remove the group handle from the group head and knock out spent grounds from the
previous coffee into knock box/tube.
Some coffee makers believe the spent coffee grounds should remain in the group
filter basket locked in the group head until the next coffee is made in the belief the
cake keeps the group at a consistent temperature and prevents metallic tastes from
building up in the group head and handle.
Other coffee makers feel 10 minutes is the maximum time for spent coffee to remain
locked in the group handle.
You need to know what applies in your workplace. Whatever option is followed, it is
well recognised that a coffee machine in constant use produces the best coffee
2) Wipe out the basket with a cloth attached to the machine or to your apron and which
is to be used for this purpose only.
Ground coffee sits better in a dry basket and clings to the sides.
If the basket is rinsed and not dried, water under pressure will flow towards the water
on the sides of the basket and not through the coffee, as it should and your coffee will
be compromised. Also, rinsing may create a hazard of water on the floor and around
the coffee machine
3) Place the group handle under the dispensing opening

and dose one flick for a single shot and two for a
double.
Make sure you use the correct group handle for the
number of coffees you are making
4) Level the coffee by gently tapping on the sides of the basket.
The coffee will flow towards the point where you are tapping.
Once the coffee is level check enough coffee has been dispensed
5) Tamp the dosage
6) Wipe any coffee grounds off the top of the group handle
7) Before locking the group handle into the group run 30- 60 millilitres of water through
the group head to flush out any coffee grounds and heat up the group head
8) Lock the group handle into the group head and press the button to start the extraction
9) The espresso should start to flow in around 5 seconds and it should take 25 30
seconds to extract a shot of 30 35 mls.
Espresso coffee terminology
Acidity
Acidity should not be confused with bitterness. 100% Arabica blends are characterised by
a lively or fresh taste.
Acidity is picked up on the sides of the tongue when tasting coffee. Acidity decreases with
darker roasting.
Back flush
Cleaning process using a blind filter and flushing spent coffee grounds from the shower
screen and around the rubber gasket in the group head.
Bitter
Bitter coffee is felt at the back of the tongue and is the result of badly brewed coffee.
Blind filter
A filter basket with no holes for cleaning the shower screen.
Body
Is the feel of the coffee in the mouth. Darker roasts have more body than lighter roasts.
Robusta has more body than Arabica and the espresso method gives more body.
Crema
A well-made espresso should have this golden layer to about centimetre on its surface.
It is tiny bubbles of coffee oils and CO2 trapped as the water is forced through the finely
ground tightly packed coffee.
Crema can be used to diagnose a range of problems with coffee, grinder settings and the
settings on the espresso machine.
Dose
This is the amount of ground coffee dispensed into the filter basket.
Should be 7 9 grams for a single shot and 14 18 grams for a double shot
Filter, basket or filter basket
This is a metal basket with tiny holes on the bottom which holds a specific dose of coffee.
Filter baskets come in varying sizes.
7, 8 or 9 gm for the single filter holder or 14, 16 or 18 for the double.
Grind setting
Is the distance the grinding blades are apart to produce the required grind.
Grind setting can vary due to atmospheric conditions or blade wear.
Group handle
Also called filter holder or portafilter. Can be double-spouted or single spout.
It holds the filter basket and is inserted into the group head to make coffee
Group head
This is the part where the group handle is inserted. It contains the shower screen and a
rubber gasket/seal.
Knock box or tube
A tube or a box where the spent grounds are knocked out into.
Rate of extraction
This is the rate at which the coffee flows from the group handle. The rate should be 30
35 mls in 25 to 30 seconds.
Correct rate of extraction depends on grind, dose and tamp.

Shower screen
This is a flat metal disk attached to the group head. The top side has fewer larger holes
and the underside has many mesh sized holes this disperses the pressurised water over
the coffee in the filter basket.
Tamp
A tool used to compact and polish the coffee grounds in the group handle.
Can be attached to the grinder or be a metal tool 15 kg of pressure is applied when

tamping.
Espresso recipes
Espresso, shot or short black
A short (30 35 mls) intense coffee with a thick layer of caramel coloured crema on top
results. Usually served in a small-preheated glass or espresso cup.
An espresso is the base of all drinks on the espresso menu.
Ristretto
In Italy this is the most popular drink on the espresso menu. It is usually
called un caffe.
Only the first 15 mls is extracted from the coffee resulting in a very short, intense drink.
The Italians refer to ristretto as the poison of the coffee.
Doppio
A double shot served in the one glass or cup. This may be a doppio
espresso (60 mls), or a doppio ristretto (30 mls).
A doppio espresso is used for longer drinks and a doppio ristretto is used
as the base of any strong drinks.
Long black Americano or lungo
An espresso or a doppio espresso diluted with hot water from the boiler.
Macchiato
An espresso stained with a drop of cold or hot milk and served with a
dollop of foam. Macchiato may be served short (an espresso) or long (a
doppio and hot water in a glass).
The long Macchiato is a Melbourne invention. Order macchiato in Italy and you will be
served hot milk with a stain of coffee.
Cappuccino
Equal volume of espresso, hot milk and foam/milk crema.

Cappuccino is the strongest milk drink as it is less diluted with milk.
Latt
It is an espresso with hot milk and 1 centimetre of dense foam/milk crema

on top.
Flat white
Simply espresso and hot milk.

Mocha
Foamed chocolate milk is added to the espresso. Can be a mocha latt or a mochaccino.
Vienna coffee
A long black topped with thickened cream.
Coretto
An espresso with a measure of flavoured liqueur or grappa.
Affogatto
Vanilla ice cream or gelato served with an espresso and can be served with a
measure of flavoured liqueur
Flavoured coffee
Flavoured sugar syrups have become a feature of many coffee outlets. Syrup is added to
the espresso or foamed with the milk.
Decaffeinated coffee
This is coffee where the caffeine has been removed by a water soaking
method or by neutralising the caffeine with chemicals at green bean stage.
Prepared the same way as other coffees but using decaffeinated coffee.
Using a plunger
Plunger coffee is popular as it combines good quality coffee with an attractive service
method.
Subject to individual house protocols the following can be used to serve plunger coffee:
Obtain correct size plunger. They are available in single, double and larger sizes
Remove plunger and half-fill jug without water to warm the glass
Prepare the service tray with sugar, milk or cream, cups, saucers, tea
spoons, napkin, after dinner mint and/or other as required
Discard hot water from glass jug
Shake jug to remove excess water do not dry with cloth
Add required ground coffee according to house recipe and number of
cups the plunger will hold
Add boiling water over the coffee until the glass jug is nearly full
Insert plunger into the jug, on top of the water and leave in this position until all the
coffee granules have risen to the top (this could take two to three minutes)
Press plunger down carefully and slowly to avoid spilling the coffee in order to
filter the coffee and press all the granules against the base of the jug
Plunger coffee is now ready to serve.
Using a dripolator
Filter coffee is made by using a dripolator.
Once the dripolator has been turned on and gas achieved the required heat, cold water is
poured over the top element of the unit, and the water filters through the coffee and into
an empty pot placed onto the lower warming plate.
Filter coffee is best served fresh if it is allowed to sit for too long it stews and becomes
a very bitter tasting.
Although still popular in some restaurants, filter coffee is also served at functions, where it
can be served by service staff or self-served by the guests.
Turkish coffee
This is very strong, sweet, black coffee.
It is also known as Greek coffee.
Traditionally it is served in small cups and leaves a thick sediment

in the bottom of the cup due to the very fine grind used on the
beans. The grind is so fine this sediment cannot be filtered out.
Making iced coffee
Where a standard recipe does not exist, a possible method is:
Select the appropriate glassware as determined by house recipe

Fill 1/3 with cold espresso coffee
Fill 2/3 with cold milk
Add ice cream and/or whipped cream
Sprinkle with chocolate powder
Serve immediately before cream and/or ice cream melts and starts running down
side of glass.
Coffee making videos
View the following to learn more about coffee making:
http://www.youtube.com/watch?v=rFOAW3aplPo
http://www.youtube.com/watch?v=gc-sloCajV0
http://www.youtube.com/watch?v=dDvpCyeKXS8.

Introduction
It must be standard practice to check all teas and coffees

before they are served to customers to optimise the
service of the perfect cup of tea or coffee.
It is important to understand eye appeal is buy appeal.
Customers will see their drink before they taste it and

they will start forming opinions about what it will taste like
based on what it (or its presentation) looks like.
Checking the serviceware
You need to visually inspect all items to make sure:
All serviceware is clean and not cracked or chipped

The correct items have been provided to match the drink
Sufficient quantity of items have been supplied to cater for the number of
beverages to be served
Layout of items on service trays is uniform and conforms to house standards.
Checking the accompaniments
You need to ensure:
All advertised items have been provided as indicated:

On the menus/drink lists
By house recipes
Special requests made by customers have been provided

Accompaniments have been located or positioned uniformly and conform to house
standards.
Checks for every drink made
There is a need for you to use your senses of sight, smell and touch to check and
evaluate every drink you make.
In practice this means:
Looking at the finished product to make sure it looks acceptable. Things to check
are:
All products of the same type, look the same:
Filled to same level

Dusted as appropriate
In the same style glass/cup/mug
With the required topping (cream, sprinkles,
marshmallows)
The correct number of drinks have been served to
match the order placed
Milk and cream used has nor exceeded its Use By
date
Sufficient cups and saucers are provided for the number of people who are
partaking in a pot of tea or coffee
The product in the glass or cup looks as it should look, that is:
Nothing floating in solution which should not be there

No ingredients used which should not have been used
Specific customer requests have been accommodated in relation to:
Strength
Size of cup/glass
Additions
Reductions
There are no spills into the saucer or drips running down the side of a cup or mug
or glass. If service of drink results in the drink being spilled into a saucer, or onto a
napkin placed under a drink, then you should replace the saucer and/or napkin. In
some cases it may be necessary to make the drink again.
Using your sense of smell to detect if there are any off smells from things such as,
for example, sour milk or cream which are out of date, or brewed coffee which has
become stewed and/or burnt
Using your sense of touch to ensure:

Hot drinks are served hot
Cold drinks are served cold.
A key to ensuring this occurs is to ensure items are served immediately they have been
made.
Work Projects
It is a requirement of this Unit that you complete Work Projects as advised by your Trainer.
You must submit documentation, suitable evidence or other relevant proof of completion
of the project to your Trainer by the agreed date.
1.1 Demonstrate or provide other evidence you have selected the ingredients, equipment
and correct crockery/glassware and/or other serviceware to:
Prepare and serve a pot of tea

Prepare and serve a cup of tea using a tea bag
Prepare and serve an iced tea
Prepare and serve flat white coffee
Prepare and serve two espresso coffee variations of your choice.
Summary
Prepare and serve a range of teas and coffees
When preparing and serving a range of teas and coffees:
Follow house recipes and/or tradition
Accommodate customer special requests and preferences
Select ingredients to match the needs of the order
Select serviceware size and quantity to meet requirements of the order
Ensure dairy products are fresh
Learn how to serve tea using a tea pot and using tea bags
Get to know the various coffee recipes which are based on the basic espresso
Learn the terms associated with coffee so you can talk professionally about coffee
Strive for consistency when preparing and serving items
Learn how to make hot and cold tea and coffee drinks
Learn different methods for preparing coffee
Evaluate all teas and coffees before serving them.
Element 2:
Prepare and serve cold drinks
Introduction
The starting point for preparing and serving cold drinks is to ensure the correct
ingredients, equipment and glassware is selected for each individual drink.
Factors determining the ingredients, equipment and glassware to

be used
The selection of ingredients, equipment and glassware for the preparation and service of
cold drinks will be dictated and influenced by:
Customer requests and preferences which you
should always try to accommodate
Items offered on the menu/drinks list. Most cold
drinks prepared for customers are taken from this
list and the necessary ingredients and other items
for preparing these beverages are usually
available at the workstation
House recipes see previous section
What is available in the venue. All venues have limitations in terms of what they
have available.
Selecting ingredients
Ingredients required for preparing and serving drinks will include the following basic
categories, all of which will be discussed in more detail in this section:
Fruit juices all types including fresh squeezed and commercially prepared. For
ones that are bought in you need to verify they are fresh or, if it exists, within the
Use By date
Fruit and vegetables for producing fruit juices, vegetable juices and garnishes.
Check products are fresh and suitable for use
Dairy products such as milk, cream and yoghurt. Check items are within their Use
By date
Aerated waters soft drink also known as carbonated beverages
Ice cream for use in milkshakes, thick shakes and iced coffee. This may be
traditional ice cream or specialist soft-serve product
Powders chocolate, malt
Water/s still, sparkling and flavoured
Cordials to add to other beverages for colour and flavour
Ice block and crushed.
Points to note
When selecting and assembling ingredients for non-alcoholic drinks, points to consider
are:
Refer to the advertised drinks list
The list of non-alcoholic drinks the venue offers must be seen as the starting point for
selecting and assembling ingredients and equipment.
Experience will quickly teach you which items are the most popular and more effort needs
to be spent ensuring materials are ready for those popular items.
In some properties a checklist is used to guide staff through their preparation activities to
make sure all necessary requirements are in place and in sufficient quantities.
Where you become aware that a vital ingredient or item of equipment is missing or not
working properly, this must be notified to the supervisor immediately and other staff must
be advised if this means certain drinks advertised by the venue are unable to be served.
Note any stated or known customer preferences
Some customers prefer their drink customised to an extent and you should be happy to do
this.
Use common sense about meeting the variations requested and ask management where
you think an additional charge should be made for extra ingredients.
The addition of extra flavouring or syrup, extra fruit, more ice cream or the use of a larger
glass or take away drink container will normally incur extra charges.
Use appropriate ingredients
In many circumstances the preparation of non-alcoholic drinks can enable you to use raw
materials unfit for use anywhere else. This is not to say there is anything wrong with these
products other than that they simply look unacceptable.
Fruit is a common example; it can look unappetising if presented as an item of fruit on a

platter but it is perfectly suitable for blending, or juicing.
Note fruits and vegetables used on displays must look appealing, attractive and
appetising.
Prepare enough ingredients for all the orders you have
If, for example, you have an order for two smoothies of the same type then make both at
the same time in the one blender.
Do not make one in one blender and one in another.
By making both drinks at the same time, you achieve consistency of the finished product
in terms of eye appeal, taste, texture, colour and temperature.
Selecting equipment and utensils
Commonly used equipment and utensils for making cold non-alcoholic drinks include:
Juicers commercial and domestic versions are used. Commercial ones have a
larger capacity and more powerful motor
Milkshake machines for mixing milkshakes and thick shakes
Soft serve ice cream dispensers
Blenders used for making
smoothies, frappes and other drinks
Post-mix systems a bulk soft drink
dispensing system
Ice crusher
Bottle openers
Knives and chopping boards
Ice containers
Tongs and scoops for handling ice and fruit pieces.
Points to note
Ensure that all equipment and machinery used is clean
This means, especially where it is on public display, all equipment used in the drink
production process looks clean, and is clean inside.
This is particularly an issue where there is limited equipment and each item can be
expected to experience high usage.
Ensure all equipment you use is well cleaned immediately after you use it
This may be easier said than done, but it is important. For example, if you leave the
blender uncleaned, then someone else may pour ingredients into it before realising it
hasnt been cleaned.
This means those ingredients will have to be thrown out. If they are used, then the
customer will receive a tainted drink, and may complain, or not return.
Follow the requirements of your Food Safety Plan when cleaning these items. Generally
speaking equipment will need to be cleaned and sanitised after every use or in between
uses, and the sooner they are cleaned after use the easier they will be to clean.
Selecting glassware and other serviceware

In relation to serving drinks items may include:
Glasses such as:

Old fashioned glasses
Highball glasses
Pilsener glasses
Mugs
Milkshake glasses
Soda glasses
Cocktail glasses for non-alcoholic cocktails
Jugs in a range of sizes for fruit juice and gomme syrup

Metal milkshake containers
Take-away drink containers with lids known as single serve items
Drinking straws.
Need to know house policies
You must find your workplace requirements in relation to the following:
Surplus product
When making a drink during a service session you need to know the house policy on
wastage and overages. What is the house policy if you make too much of a product?
Do you give it to the customer as a bit of a bonus?
Or is the policy to throw it out?
Are you allowed to drink it?
Layout of ingredients and equipment
Most properties will have a standard, pre-set layout for all

their equipment and ingredients.
This facilitates stock taking, reordering and provides a

consistent location for items to optimise working efficiency.
You will be expected to comply with the existing layout

requirements.
Refraining from eating or drinking the products

When dealing with non-alcoholic beverages some staff believe it does not matter if they
eat a piece of fruit, or drink a milkshake. Since alcohol is not involved they do not see a
problem with this.
Most venues however will prohibit staff from eating or drinking while on duty. It looks bad
for members of the public to see staff eating and drinking while at work and the product
consumed by staff represents a loss to the business as it is not paid for.
Check with management to see what applies where you work because there is quite a
variation in the attitudes and policies in this regard.
Some venues will allow you to eat or drink almost anything while others will stipulate a
restricted range of nominated items you can eat or drink free of charge, and some will
prohibit staff from eating or drinking anything when on duty.
Most employers will require you to eat or drink out of public view.
Discarded stock
Some properties have requirements relating to discarded stock.
Where stock has to be thrown out because it has gone off or exceeded
its use-by date there may be a need for you to complete a form
identifying:
What was discarded

How much was discarded
How it was discarded
Why there was a need to discard it.
Need for product knowledge
Product knowledge is a vital aspect of your professionalism and it is no different when

dealing with non-alcoholic beverages.
You must cultivate your knowledge of non-alcoholic drinks

so you can:
Describe and suggestively sell non-alcoholic drinks

to customers
Recognise a non-alcoholic beverage from a
description given to you by a customer who is not
sure about what they want to order.
Range of possible non-alcoholic drinks
Non-alcoholic beverages include both hot and cold drinks, and are nearly always available
for on the premises consumption as well as in take away form.
Examples (in addition to iced tea and iced coffee mentioned in the previous Element)
include:
Milkshakes
Flavoured milks
Smoothies
Hot or iced chocolate
Juices, and freshly squeezed juices
Cordials and syrups
Waters
Soft drinks. These are also known as aerated waters; either bulk post mix
products or products from bottles or cans
Non-alcoholic cocktails known as mocktails
Frapps.
Milkshakes
These are traditional favourites and extremely popular despite other alternative milk-based
drinks available.
The basic milkshake is a blend of cold milk, ice cream and a

flavouring agent (cordial or essence). Malt is a common option.
Customers may ask for extra ice cream, extra flavour or double malt.
There is a range of flavours and preparation and service varies

marginally in some aspects, and widely in others.
Interesting details and history about milkshakes can be found at:
http://en.wikipedia.org/wiki/Milkshake.
A variation on the milkshake is a thick shake which is basically the same as a milkshake
but with more ice cream.
Venues with soft serve ice cream machines generally use soft serve to make their thick
shakes.
Flavoured milk
A variation on the traditional milkshake is the simpler flavoured milk (milk with added
flavouring) sometimes stirred by the milkshake machine, sometimes not.
In some premises, the proprietary brands of RTD flavoured milk are also available for
service.
Flavoured milks are normally served chilled, but some (egg nog and chocolate) are also
delicious when heated (using microwave or espresso machine steam wand).
Smoothies
A healthy drink combining milk and fruit, blended with ice in a blender until smooth.
Chocolate drinks
Hot chocolate
This is powdered drinking chocolate with hot milk sugar is optional.
Served in a big mug perhaps with a marshmallow.
Iced chocolate
This is powdered drinking chocolate with icy cold milk, vanilla ice
cream and sometimes cream.
Dust with powdered drinking chocolate, served in a parfait glass with a parfait spoon.
Juices
Many types of fruit can be turned into juices and Juice Bars have made these a popular
drink type.
Some establishments only use proprietary brand fruit juices

bought in and they offer only the traditional tomato juice,
orange juice, pineapple juice and perhaps, apple juice.
Venues serving breakfasts usually boast more juices than

other premises.
Bought-in product may come in PCs or in larger containers (tins or plastic containers),
ranging from 1 litre to 10 litres which are decanted into jugs, which in turn are used to fill
glasses.
Other venues boast a domestic or commercial juicer and make their own juices. There are
many single fresh juices that can be made, plus lots more combinations of two, three or
more different juices.
Making vegetable juices is an option too.
Cordials and syrups
Cordials are mixed with water, soda water, or lemonade to create a flavoured drink.
The amount of cordial used will depend on customer taste and the
quality (which really means intensity of flavour) of the product.
Common cordials are lime juice, sarsaparilla, cloves, raspberry,

peppermint and grenadine (a bright red, pomegranate flavour).
Syrups can be one of two types; for mixing with water or for mixing
with milk. Syrups/cordials for soft drink cannot be used for milk
drinks and vice versa.
Used as the base for post-mix, syrup is mixed with chilled water to produce the finished
aerated water product.
Syrups can be used to flavour milkshakes and flavoured milk.
When discussing non-alcoholic drinks, it is a good idea to make sure you know which one
is being talked about; a caramel milkshake sounds good but a blue heaven aerated water
would not be.
Flavouring syrups for milkshakes
There are many different flavours available but traditional ones include Chocolate,
Strawberry, Caramel, Lime, Banana, Vanilla, Coffee, Blue Heaven, Spearmint.
Check out the 150 different flavours at http://www.shakeking.com/.

Waters
Water has become an amazingly trendy drink. It can cost more than
an alcoholic drink, and now comes in a wide range of choices.
Most waters are served neat, with a slice or wedge of lemon; ice is
offered.
Small split bottles are common one split per serve, presented
unopened to guarantee the contents are genuine. The cap can be
removed in front of customer.
The majority of waters are plain. Options include spring water, mineral water, spa water,
local or imported, still or sparkling.
Some waters offer added fruit juice around 5% fruit juice in a variety of flavours
including lemon, pineapple, and orange.
Soft drink
Soft drink, also known as 'aerated waters', includes cola, lemon squash, lemonade, bitter
lemon, soda water, dry ginger and tonic water.
Post-mix is a popular delivery system. It is quick (there are no empties

to get rid of, and you arent always opening bottles or cans and forever
running out) but some outlets will insist on using the traditional bottles
and cans.
Many customers prefer the packaged option but post-mix is more

popular with management: the profit from post-mix is much higher than
from the packaged alternative.
It is always wise to have some packaged soft drink stowed away somewhere for use in an
emergency, perhaps when the power goes off, or the post-mix stops working.
Generally speaking, though, the packaged units are only kept for sale as takeaways.
Brixing
Where a post-mix system is used to serve soft drink, there should be a program in place
to check the quality of the final product.
This includes checking the product temperature, and checking (and adjusting where
necessary) the brixing.
With use, the ratio of syrup to water can alter, resulting in the drink not tasting as it should.
Each head (the unit where syrup and water are mixed together at the point of service) is
able to be individually adjusted, which means you can increase or decrease the mix of
both water and syrup.
Suppliers of the syrup will inform you of the correct brixing for each product line, and the
equipment manufacturer or supplier will show you how to check and adjust the brixing.
Incorrect brixing is the biggest criticism of post-mix drinks. Many customers will say the
product tastes weak, or is not as it should be.
The post-mix also needs to have its carbonation level checked to ensure its effervescence
is correct.
Non-alcoholic cocktails
Mocktails are non-alcoholic cocktails. The base is usually carbonated soft drink or a fruit
juice.
You can add fresh fruit wedges, sugar, honey, milk, yoghurt,
sugar syrup, concentrate pulp, just to name a few suitable
ingredients.
Mocktails usually require blending because they often have

chunks of fruit in them needing to be liquefied. They are usually
served in a cocktail glass and garnished with the type of fruit best
matching the base.
Your establishment may have a special Mocktail List. You can invent your own mocktail,
ensure it is tasty, looks inviting and of course, contains no alcohol.
Websites
The following sites give some excellent recipes for mocktails:
http://cocktails.about.com/od/mocktailmocktail/Mocktail_Recipes.htm
http://www.drinkalternatives.com/non-alcoholic-mocktail-recipes/.
Frapps
Frapp is French and means iced of liquids.
It is therefore a style of service where the beverage (use

whatever you want or whatever the customer orders) is poured
over crushed ice, or blended in a blender with ice.
The beverage used needs to be fairly flavoursome because the

ice melts and dilutes the `beverage. Common options include
juices and syrups.
Useful and tasty recipes can be found at:
http://www.drinksmixer.com/cat/28/.
2.2 Prepare drink in accordance with standard

recipes or to customer requests
Introduction
Drinks should be made to the house standard (recipe) or specific customer requests.
Basic requirements
The basic requirements when making cold drinks include ensuring:
Glasses used are clean no remains of fruit or cream and no lipstick

Glasses are not cracked
Glasses are unchipped
Equipment and utensils used are clean and safe to use
Fresh ice is used
All food and beverage items are safe to use, that is, they have been correctly
stored and handled to maintain their food safety
Drinks are served immediately they have been made.
Please note
In the recipes which follow the quantities of ingredients have not been included as they
will vary depending on:
House recipes
Customer requests and preferences
Number of drinks being made
Size of service container.
standard recipe
ITEM: RECIPE CARD NO:

NUMBER OF SERVES:
INGREDIENTS/STOCK EQUIPMENT METHOD
SERVICE: GARNISH:
Preparing and serving milkshakes
The quantities or volume of individual ingredients

can vary between establishments, and even
between outlets in the same venue. Some
properties aim to establish a reputation for
Jumbo shakes, while others might offer shakes
in a variety of sizes.
Some venues may use a standard recipe (this is

especially the case where the business is a
franchise operation), while most businesses
allow you to use your own judgement based on
the fact the size of the container will limit the final amount served.
Possible method:
Select container to be used metal or single serve container

Check machine and container for cleanliness
Add chilled milk, ice cream, flavouring/syrup and malt powder (optional as per
order)
Blend using milkshake machine. Follow house timing requirements; extra ice
cream requires more time. 10 15 seconds is a guide
Remove from machine and follow house procedure for service. This may be to add
a lid and a straw to takeaway milkshakes, or to serve the milkshake in a glass with
a straw, with the remainder of the milkshake left and served in the metal container
Serve immediately
Clean the machine.
Online videos
Watch the following to see how milkshakes are made:
http://www.youtube.com/watch?v=aCG5VTCAhFw
http://www.youtube.com/watch?v=ANOx9-1i9Sk.
Preparing and serving flavoured milk
A flavoured milk drink is milk plus flavouring.
Follow any house recipe where it exists and make sure specific customer requests are
catered for (such as extra flavour/syrup) and charged for (where appropriate).
The procedure is
Select correct size glass check it is clean, unchipped and uncracked

Add syrup for flavour as chosen by customer quantity will depend on size of
glass
Top with very cold milk
Stir with bar spoon (long-handled spoon). Ensure syrup is thoroughly mixed
Add garnish if appropriate. Garnishes are not common for flavoured milk but may
include:
Crushed strawberries for strawberry flavoured milk
Chocolate powder with chocolate flavoured milk
Add drinking straw

Place on service plate/saucer lined with a doily
Add a parfait spoon if garnish includes fruit or other edible product.
Note: ice is optional for this drink. It is not usually added unless requested. If ice is
required it should be added after milk and syrup has been stirred.
Preparing and serving smoothies
Smoothies are made using fruit and dairy products blended with ice and other natural
ingredients to add flavour and colour.
You may use standard milk, skim/low fat milk, flavoured milk or soy milk.
Banana smoothie
To make a banana smoothie:
Prepare blender check it is clean

Prepare glass/serviceware check they are
clean
Add ice cold milk to blender
Add roughly chopped banana/s to blender
Add honey
Add yoghurt
Add cinnamon powder (optional)
Add ice
Blend together until smooth
Pour into glass add garnish according to house recipe
Serve immediately.
Preparing and serving hot and iced chocolate
Making hot chocolate
To make hot chocolate:
Select mug for service of drink check it is clean and presentable

Add chocolate powder most commercial hot chocolates are made using a
proprietary brand of chocolate powder/hot chocolate powder as opposed to
making the drink from actual chocolate (and melting the chocolate with milk in a
bain marie or over low heat)
Heat milk milk may be heated in microwave, or by using steaming wand on
espresso machine
Add hot milk
Stir
Dust with chocolate powder or top with grated chocolate
Add marshmallows
Serve immediately.
Take time to watch the video at http://www.howdini.com/howdini-video-6677099.html for
another variation.
Making iced chocolate
To make iced chocolate:
Select glass check for cleanliness and suitability

Add commercial chocolate or cocoa powder or syrup
Add sugar if required
Add very small quantity of hot water to dissolve powder and sugar and stir
Add ice cold milk and stir
Top with whipped cream
Add chocolate shavings or powder
Serve immediately with parfait spoon.
Note:
Ice cream is added in some venues

This drink may be made in a blender
with ice added and served as part of
the blended drink.
Preparing and serving drinks with cordials
Where you need to make a drink such as lemon squash using lemonade and lemon
cordial the procedure is as follows:
Select the glass to be used check for cleanliness

Add ice using tongs/utensil, not fingers. Ice always goes
into the glass first. Never add ice as the last ingredient
Add the base beverage such as soda water or
lemonade, according to the order placed by the
customer
Add the cordial and stir
Add garnish
Serve immediately. A drinking straw may be added.
Preparing and serving waters
Serving tap water
A variety of options exist for serving standard tap water.
For example:
It may be served in a glass with ice and a slice of lemon

It may be served with ice in a jug and the customer pours their own into a glass
with ice and lemon slice
It may be served in a refrigerated bottle/carafe to the table and each guest has a
glass so they can help themselves.
Serving bottled water
Where proprietary brands of bottled water are served the procedure is:
Select required glass check for cleanliness

Enquire if customer wants ice add ice to glass if
required
Enquire if customer would like a slice of lemon or lime
add if required
Obtain nominated refrigerated bottle from the
refrigerated unit
Follow house policy which may be:
Present sealed bottle and prepared glass to guest allowing them to break the seal
on the bottle and pour their own drink
Open the bottle and pour a glass of water, presenting the remainder of the bottle to
guest.
Preparing and serving mocktails
A mocktail is a non-alcoholic cocktail.
The intention of offering mocktails to customers is they have a drink which appears to be
an alcoholic drink but which contains no liquor.
They are served in a glass which suggests they are a genuine cocktail, and garnished in
a similar way.
The following two recipes are taken from 101 Mocktails: Cheers without fears written by
Graeme Goldsworthy.
Surf Coast Sunset
METHOD: Blend with ice and stir

GLASS: 200ml Old Fashioned Glass
INGREDIENTS: 60ml Apple Juice
60ml Orange Juice
teaspoon Grenadine
GARNISH: Orange slice with cherry in centre
COMMENTS: Add the Grenadine last and watch it sink to the bottom as the setting sun.
(Source: Graeme Goldsworthy 101 Mocktails: Cheers without fears, p. 82)
Pina Con Nada
METHOD: Blend with ice and pour

GLASS: 270ml Footed H-Ball Glass
INGREDIENTS: 90ml Pineapple Juice
30ml Coconut Cream
15ml Sugar Syrup
GARNISH: Wedge of pineapple and a strawberry with straws
COMMENTS: The creamy non-alcoholic version of the famous Pina Colada.
(Source: Graeme Goldsworthy 101 Mocktails: Cheers without fears, p. 115)
Online videos
See more mocktails at the following sites:
http://www.youtube.com/watch?v=fiVV2wjBb1g
http://www.youtube.com/watch?v=0tupptfzHDk.
Preparing and serving aerated waters and fruit juice
Preparation of cold drinks aerated waters and juices is straightforward:
Select the glass to be used check for cleanliness

Add ice
Add the beverage fruit juice may need to be shaken or stirred prior to being
poured
Add garnish such as a slice of orange with orange juice
Serve immediately drinking straw may be added.
Preparing a lemon, lime and bitters
Many people ask for a lemon, lime and bitters as a non-alcoholic drink.
Angostura Bitters contains alcohol. However the small amount used in this drink leads to it
being considered non-alcoholic while technically it does contain a small amount of
alcohol.
The process is:
Select the right glassware such as a highball glass

Place up to 8 drops of Angostura Bitters and swirl glass so the bitters coats the
sides of the glass
Place ice into glass
Fill glass with lemonade. Add slowly as the bitters
will cause it to froth
Add lime juice/cordial according to taste or house
recipe
Garnish with slice of lemon
Place straw into glass
Serve straight away.
Preparing and serving frapps
Frapps are beverages poured over or made with ice.
They can be made in the glass or blended in a blender.
Coffee/mocha frapp
Process is:
Make a milk coffee using espresso that is espresso coffee with iced milk
Add sugar to taste if required: use sugar syrup
Obtain and check glass
Add crushed ice to glass
Pour milk coffee over ice
Top with whipped cream
Drizzle coffee (or chocolate) syrup on whipped cream
Add straw and parfait spoon.
Note: some venues use a blender to make frappes. They add the
main ingredients to a blender, blend and then pour into a glass
and decorate (whipped cream, shaved chocolate, syrup).
Online videos
See the following and note how to add syrup to inside of glass/drink container:
http://video.about.com/coffeetea/Mayan-Cherry-Frappe.htm
http://www.youtube.com/watch?v=Ylc5b3PmtSY.

drinks
Introduction
All drinks should be attractively presented in the appropriate crockery or glassware and
using appropriate garnishes, decorations and accompaniments.
House recipes will provide guidance about the garnishes, decorations and/or
accompaniments which need to be used.
Garnishing the drink

The correct garnish adds the finishing touch, and helps to provide the difference between
a drink the customer might have at home, and the one they pay for at your venue.
Typical garnishes easily used and relatively inexpensive to provide, include:
Fruit such as:

A whole strawberry added to side of glass
Crushed fruit
Full, half and quarter slices of lemon and oranges
Wedges and knots of lime, lemon or orange
Twist of peel
Slice and cherry a slice of, for example, orange with a cherry attached by a
toothpick. The slice is slightly bent to give the garnish a sail effect
Dusting powders chocolate, cinnamon, cocoa, nutmeg
Marshmallows for hot chocolate
Chocolates or mints
Small biscuits.
Drink decorations
Garnishes are food-based as opposed to decorations which are made from paper, wood
and/or plastic. Decorations are commercially prepared and cost money.
They are not food-based (they are inedible) and include:
Paper parasols stuck into a wedge of fruit

Plastic animals hung off the side of the glass: monkey, giraffe, dolphin, elephant
Mermaids also hung from side of glass
Pickaxes used to hang cherries onto side of glass.

The above are all commonly used with cocktails but have a role to play decorating non-
alcoholic beverages too.
See the following site for examples of what are available:
http://www.thepartypeople.com.au/party-supplies-cat/5582/cocktail-accessories.
Drink accompaniments
The following are examples of traditional drink accompaniments used:
Doilies sometimes placed under drinks to enhance presentation

Drinking straws usually placed into the drink but may be served in single-serve
packaging.
Make sure straws are the correct size for the glass.
Flexible long straws are commonly used in tall glasses,
and other alternatives include normal full-length
straws, and half-straws
Swizzle sticks placed into a drink for the
customer to stir the drink if they choose
Coaster placed under the drink to provide a resting place for the glass.
Serving the garnish
House recipes should guide how you use garnishes.
Garnishes may be served:
In the drink slices of orange and lemon can be placed directly into the drink.
Make sure to use tongs to handle the fruit
On the side of the glass using a cut in the slice to enable the slice to be fitted to
the rim of the glass
On top of the drink dusting powders and whipped cream are added on top of the
finished beverage
Served on the side on a plate (perhaps with a doily/napkin), or on the saucer the
glass is served on (this may be used for the service of mints. small biscuits or
similar).
Points to note when garnishing and decorating drinks
Always:
Follow house recipes

Use only the amount of garnish and decoration stipulated. Do not over-garnish or
over-decorate
Strive for consistency all drinks of the same type should be garnished and
decorated to look the same
Realise garnishes and decorations cost money
Protect garnishes and decorations from contamination.
Work Projects
2.1 Demonstrate or provide other evidence you have selected the ingredients, equipment
and correct crockery/glassware and/or other serviceware to:
Prepare, garnish and serve a milkshake

Prepare, garnish and serve a smoothie
Prepare, garnish and serve a mocktail
Prepare, garnish and serve a fruit juice
Prepare, garnish and serve an aerated water
Prepare, garnish and serve a hot chocolate or an iced chocolate.
Summary
Prepare and serve cold drinks
When preparing and serving cold drinks:
Follow house recipes
Accommodate customer requirements and requests
Use fresh ingredients
Check glassware for condition and cleanliness
If making two drinks of the same type, make them at the same time
Identify and adhere to house policies
Avoid eating the ingredients and drinking the products
Learn the whole range of non-alcoholic beverages offered by the venue on their drink
lists
Serve cold drinks immediately they have been made
Garnish and decorate all drinks appropriately.
Element 3: Use, clean and maintain equipment and machinery for non-alcoholic drinks
Element 3:
Use, clean and maintain equipment
and machinery for non-alcoholic
drinks
3.1 Use machinery and equipment safely in
accordance with manufacturer's
specifications and hygiene/safety
requirements
Introduction
All equipment used in the preparing and serving of non-alcoholic

beverages should be safely operated in accordance with the
manufacturers instructions and standard hygiene and safety
requirements.
The employer is responsible for ensuring the equipment is in good

working order, is regularly maintained, and you are fully trained in the
operation of equipment, before allowing you to operate such equipment.
You must always use equipment in accordance with the manufacturers instructions and
the training provided.
Adhering to hygiene and safety requirements
The hygiene and safety standards and requirements in the workplace must be the basis of
all your actions.
Where venue policies and procedures differ from what is provided below then you must
follow the workplace requirements.
Hygiene and safety requirements may include:
Thoroughly cleaning the equipment after each shift

using the appropriate detergent and clean cloths as
specified in house Food Safety Plans and/or
cleaning schedules. Individual items used to
produce drinks (such as blenders, milkshake machines) must be cleaned after

every use
Not wearing loose clothing around the equipment. Loose clothing can get caught
on equipment and cause accident or injury
Wearing appropriate footwear around the equipment. Shoes should be non-slip
and other house requirements may also apply (such as steel-capped footwear)
Switching the equipment on and off at the appropriate times, as opposed to
leaving it running all the time
Never removing or modifying safety guards or safety switches fitted to equipment
and machinery
Taking responsibility for personal health and safety such as being careful not to
scald, burn or otherwise injure yourself.
You are under an obligation to work safely when at work.
Trying not to spill liquid or foods on the floor and, if there is a spill, making sure it is
immediately cleaned up
Ensuring the area around the equipment is free from clutter. Clutter interferes with
effective work performance and has proven to be a contributing factor in many
accidents and in many spillages
Making sure all machinery and equipment is operated in accordance with the
appropriate instruction manual
Following the requirements of any internal Food Safety Plan for the cleaning and
maintenance of all items and areas in the preparation and service of beverages.
Following manufacturer instructions
You need to follow manufacturers instructions when using equipment because this will:
Optimise safety
Produce the best product
Extend the working life of the item.
The basic items of equipment such as dripolators, coffee
grinders and other smaller items of equipment will have
manufacturers instructions accompanying them when they are
purchased and delivered to the premises.
Care should be taken to preserve these and not throw them

away.
It is always a good idea to read these instructions to determine

how to operate items.
While these items of equipment are fairly straightforward in their operation, the
instructions nearly always tell you something you did not know about issues including
trouble shooting, maintenance, and/or cleaning.
More complex, larger pieces of equipment (such as individual espresso machines) are
traditionally supplied with an operators manual (or similar) and there is sometimes free
training provided to staff once the machine has been installed and commissioned.
Operator manuals are more comprehensive than basic instructions as can be seen by
visiting the following site:
http://www.lovecoffeemachines.co.uk/downloads/cma_lisa_manual.pdf
http://www.taylor-company.com/service/resources/op_man/0060op0.pdf.
3.2 Clean and maintain machinery and equipment

regularly in accordance with manufacturer's
specifications and enterprise cleaning and
maintenance schedules
Introduction
All machinery and equipment must be regularly cleaned in accordance with any Food
Safety Program in operation at the workplace.
The equipment should also be cleaned in accordance with the manufacturers
instructions.
Cleaning frequency
Cleaning is usually done:
At the end of service
Once the item is no longer required for service
In between uses.
What is involved in cleaning?

Cleaning may include the removal of physical material the remains of fruit juice, dairy
products, dusting powder, pieces of fruit and the like and may include:
Dismantling and cleaning relevant equipment with hot water containing an
appropriate detergent and a clean cloth checking first to ensure this cleaning
method/procedure is in-keeping with manufacturers
instructions
Applying and rinsing off a sanitiser
Soaking post-mix dispensers in soda water overnight
as well as wiping parts with a warm cloth to remove
sticky syrup
Washing and air drying all plunger coffee jugs, steel
holders and plungers
Cleaning down and wiping the dripolator machine and Cona jugs
Rinsing out and/or washing teapots
Removing and cleaning the dispensing nozzles and the gun for post-mix including
cleaning the gun holder regularly, because grime and slime can build up in it too.
Clean gun holder with a brush and hot soapy water.
Remember the recommended cleaning instructions for every item of equipment will be
included in the printed materials supplied with the machine the manufacturers
instructions or the operators manual.
If you are unsure about how to clean a machine or item of equipment you have, then you
should try the following:
Contact the manufacturer and see if you can arrange for a copy of the
recommended cleaning procedures to be sent to you many are available via the
internet
Contact another business who has the same piece of equipment and ask if they
have a copy of the cleaning instructions you can copy. It may sound strange asking
your competition for help but it is often a positive experience and can establish a
useful working relationship between businesses.
Cleaning espresso machines
The cleaning of the coffee machine and all associated parts must be done thoroughly and
safely.
It is essential to use nominated cleaning methods as identified by management and

critical to only use the cleaning products and materials designated for these tasks.
The following are representative of what applies at coffee workstations:
Wiping down entire machine to ensure cleanliness and good appearance

Purging reservoir of hot water, releasing steam and backwashing the machine with
an appropriate cleaning solution
Pouring boiling water to clean drainage pipes of equipment
Back flushing the machine at the end of a service cycle, using clean water to
ensure no chemical or other residues are left
Cleaning the bean hopper using wet method (see
below), and drying thoroughly before refilling and
storing
Cleaning all remaining parts using dry cleaning
method (see below)
Back flushing group heads according to
recommended industry methods, using a blank
filter and appropriate machine detergent
Using colour-coded cloths for cleaning such as blue for general cleaning and
yellow for cleaning steam wands
Wiping steamer wands after each use to remove milk residue
Where there is caked-on product, wrapping steamer wands in a clean cloth,

opening the valve and allowing hot water, with steam venting, to soften caked-on
milk and then wiping with a damp cloth
Washing drip trays
Removing shower screens and diffusers if appropriate, cleaning using wet method
and reassembling
Cleaning around the inside of the group head using an appropriate brush or cloth
Cleaning group handle and filter basket and steam arm spout after removing,
using the wet method.
Wet and dry cleaning techniques
Cleaning methods for cleaning coffee utensils and equipment include:
Wet techniques using warm water with detergent for soaking various parts and
cleaning with a sponge, cloth or scourer (for group handle only)
Dry techniques using a damp cloth followed by a dry cloth.
Daily and/or weekly cleaning
Steam arms
Wipe down after foaming milk after every use

Keep cloths in a soaking solution of mild bleach or
sanitiser
Check steam holes are clear. Use a paper clip to clear if
necessary.
Blind filter Back flushing
Take out filter basket and clean out using scouring pad
Fit blind filter
Loosely fit the group handle into the group and run water. Gently jiggle it left and
right to dislodge coffee grounds until water runs clear
Lock in the filter holder and run water for five seconds turn water off and repeat
three times
This should be done at least 4 times a day and at the end of the day. Back flush more
when the machine is underutilised.
Drip tray
Remove the drip tray and wash follow requirements of the FSP.
Panels
Wipe down with a clean cloth soaked in warm water and detergent
Pay attention to the areas where milk is likely to have been splashed.
Grinder
Empty beans out of hopper at the end of the day and store in an airtight container
in a dark place but not in refrigerator
Wash hopper at least weekly in mild detergent and very hot water do not put
through the dishwasher: dry fully
Remove ground coffee from the dispenser and brush
out with a small brush and wipe out with clean dry
cloth. Removed coffee can be used for start-up the
next day. Never use this coffee for customers as it is
completely stale 24 hours after grinding.
Wipe down exterior of the grinder.
Cleaning schedule
The following is a sample Cleaning Schedule Checklist.

CLEANING SCHEDULE CHECKLIST:
Month . Year ..
Sign each day
Item M T W TH F M T W Th F
1. Steam Arms
2. Blind Filter
3. Drip trays
4. Panels
5. Grinder
6. Chemical cleaning
7. Cup tray
1. Steam Arms
2. Blind Filter
3. Drip trays
4. Panels
5. Grinder
7. Cup tray
1. Steam Arms
2. Blind Filter
3. Drip trays
4. Panels
5. Grinder
7. Cup tray
1. Steam Arms
2. Blind Filter
3. Drip trays
4. Panels
5. Grinder
7. Cup tray
1. Steam Arms
2. Blind Filter
3. Drip trays
4. Panels
5. Grinder
7. Cup tray
Checked by _____________________ Title: ________________________ Date: ____________
These are used to guide cleaning activities for the espresso machine and associated
equipment.
Online videos
You can gain good information about cleaning espresso machines at:
http://www.youtube.com/watch?v=ubtUlnntpjs
http://www.youtube.com/watch?v=pWyuMq5Ct8Y
http://www.youtube.com/watch?v=pefMLxN19K8
http://www.youtube.com/watch?v=ov8yoTpnpkY.
Maintaining equipment
All equipment must be maintained on a regular basis.
This approach is known as preventative maintenance.
In some instances, equipment may have to be

taken in to a service agent for repairs, while in
other cases a service technician will visit on-site to
effect necessary repairs and/or preventative
maintenance.
At some stage equipment will need to be replaced

or updated.
Maintenance schedules
Development of a maintenance schedule helps ensure all preventative maintenance tasks

are carried out at the time required for all listed equipment.
The basis for the maintenance schedule must be a comprehensive list of all the
equipment being used: everything used to produce your drinks must be listed on your
equipment maintenance schedule.
Preparing an equipment maintenance schedule is the integration of all the individual

service needs for all the identified items of equipment so every item is serviced and
maintained as and when required.
A properly prepared equipment maintenance schedule keeps your maintenance activities

on track and ensures nothing is missed.
SAMPLE MAINTENANCE SCHEDULE

For equipment used in the production of non-alcoholic beverages
NAME OF VENUE/DEPARTMENT
YEAR TO WHICH SCHEDULE APPLIES: _________
Item Jan Feb Mar April May June July Aug Sep Oct Nov Dec
Milkshake
machines
Soft serve
machine
Juicers
Blenders
Ice machine
Ice crusher
Coffee
grinder
Espresso
machine
Cool room
Under-
counter
refrig units
Yoghurt
dispenser
Milk cooler
Backbar
storage
cabinet
Ice cream
machine
Vertical
freezer
Bench top
freezer
Thick shake
machine
Smoothie
makers
Slushie
maker
Scales
Urn
As new or different equipment is introduced into the workplace, the maintenance schedule
(and the cleaning schedule in the Food Safety Program) must be updated to reflect this.
Maintenance checklists
A maintenance checklist is one (or more) lists of what has to be done when providing
service to a nominated facility or item/s of equipment. The maintenance checklist guides
the activities of the service technician and functions to ensure no necessary maintenance
requirements are overlooked
These checklists must be developed to match the required preventative maintenance

guidelines as supplied, recommended by the manufacturer or established by the
organisation.
The checklist can be supplied by the manufacturer and/or generated by the establishment
itself.
Where the establishment generates its own checklists it is vital they address all the areas
required by the manufacturer in order to protect warranties and guarantees.
Depending on the item, maintenance checklists may be developed on a daily, hours

operated, weekly, monthly or annual basis.
Maintaining a second item
In some limited cases, establishments may elect to buy and maintain a second item of
equipment. This is a stand-by item kept ready to use whenever the unit in operation
breaks down (or needs to be taken out of service for maintenance).
This situation is adopted by premises where the item of equipment:
Is relatively inexpensive
Is critical to the operation of the property
Represents a significant factor in revenue-generation
Is prone to regular breakdown.
For example, many establishments will have a stand by blender but not a second soft
serve machine.
3.3 Identify problems promptly and report to the

appropriate person
Introduction
As soon as you identify a problem when preparing and serving drinks you should report
this matter to the appropriate person so action can be taken to address the problem.
Who is the appropriate person?
This is generally:
Your supervisor
Duty manager
Owner.
Check to see who the appropriate person is
where you work.
It is important issues and problems are reported immediately so appropriate remedial

action can be taken or arranged as soon as possible.
A verbal report is usually sufficient but there may be a need to complete a form such as a
Maintenance Request form.
What types of problems can arise?
Some problems may include:
Customer complaints. These can be about anything:

products served, other customers, comfort (noise, temperature)
Out of date stock is being used stock rotation needs attention
Food not being handled, stored or processed in hygienic manner giving rise to
possible food poisoning
Poor personal hygiene practices being used by staff
Frayed electrical cords on equipment. This is a safety issue
Equipment not achieving or maintaining the required temperature or steam
pressure
Quality of product has dropped. This is common in situations where there are
problems associated with refrigerated and/or frozen storage, or where mechanical
or electrical equipment is not processing ingredients as required
Equipment is blocked in some way due to overuse or improper regular cleaning

Item cannot be turned on or off
Item cannot be adjusted as required. Sometimes a piece of equipment will work
but you may not be able to, for example, adjust speed, temperature or settings
Water not flowing into the machine
Temperature is not as required. This may include heating elements not heating up,
or refrigeration units, freezers or ice cream machines (and similar) not achieving
their required temperature for holding and/or processing drinks
Part of a machine is missing
Machine guards have loosened or fallen off
Missing equipment the entire item has disappeared.
What action might be taken?
Depending on the nature of the problem, the following action can be taken:
Removing the item from use where there is a health, hygiene or food related risk
Contacting service technicians to
initiate a service call to fix the problem
Obtaining a replacement item for use
in the immediate short-term
Acknowledging the item cannot be
repaired and buying a new item.
Always apologise to customers where
necessary.
Work Projects
3.1 Develop a set of instructions or user instructions suitable for use by a new staff
member describing how to:
Turn on an espresso machine

Use an espresso machine safely to produce a shot of espresso
Texture milk for a cappuccino
Close down an espresso machine
Clean an espresso machine
Provide basic service to an espresso machine.
3.2. Provide a written report explaining what you will do if you:
Find the hot water unit in the workplace is not providing water at the right
temperature
Determine the espresso machine is not operating correctly.
Summary
Use, clean and maintain equipment and machinery for non-alcoholic drinks
When using, cleaning and maintaining equipment and machinery for non-alcoholic drinks:
Follow manufacturers instructions
Adhere to house policies and procedures
Use operators manuals to learn about what to do
Dismantle items as required prior to cleaning
Follow cleaning schedules for cleaning all items
Provide preventative maintenance
Implement maintenance schedule requirements
Be constantly alert to identifying problems with items, equipment and machinery
Report problems immediately they are identified to the appropriate person.
Presentation of written work

1. Introduction
It is important for students to present carefully prepared written work. Written presentation
in industry must be professional in appearance and accurate in content. If students
develop good writing skills whilst studying, they are able to easily transfer those skills to
the workplace.
2. Style
Students should write in a style that is simple and concise. Short sentences and
paragraphs are easier to read and understand. It helps to write a plan and at least one
draft of the written work so that the final product will be well organised. The
points presented will then follow a logical sequence and be relevant.
Students should frequently refer to the question asked, to keep on track.
Teachers recognise and are critical of work that does not answer the
question, or is padded with irrelevant material. In summary, remember to:
Plan ahead
Be clear and concise
Answer the question
Proofread the final draft.
3. Presenting Written Work

Types of written work
Students may be asked to write:
Short and long reports

Essays
Records of interviews
Questionnaires
Business letters
Resumes.
Format
All written work should be presented on A4 paper, single-sided with a left-hand margin. If
work is word-processed, one-and-a-half or double spacing should be used. Handwritten
work must be legible and should also be well spaced to allow for ease of reading. New
paragraphs should not be indented but should be separated by a space. Pages must be
numbered. If headings are also to be numbered, students should use a logical and
sequential system of numbering.
Cover Sheet
All written work should be submitted with a cover sheet stapled to the front that contains:
The students name and student number

The name of the class/unit
The due date of the work
The title of the work
The teachers name
A signed declaration that the work does not involve plagiarism.
Keeping a Copy
Students must keep a copy of the written work in case it is lost. This rarely happens but it
can be disastrous if a copy has not been kept.
Inclusive language
This means language that includes every section of the population. For instance, if a
student were to write A nurse is responsible for the patients in her care at all times it
would be implying that all nurses are female and would be excluding male nurses.
Examples of appropriate language are shown on the right:
Mankind Humankind
Barman/maid Bar attendant
Host/hostess Host
Waiter/waitress Waiter or waiting staf

Recommended reading
Recommended reading
Note: all Recommended Reading is sourced from Trove: National Library of Australia at
http://trove.nla.gov.au/.
2009. Party: the complete guide to food and drinks, Penguin Books, Camberwell, Vic
2010. Mocktails: alcohol-free drinks for every occasion, Bounty Books, London
Crocker, Pat 2013, Juicing & smoothies for dummies, Wiley Canada, Mississauga, on
Doeser, Linda & Linton, Chris 2001, The Cocktail bible, Parragon, Bath
Goldsworthy, Graeme 1992, Graeme Goldsworthy's 101 mocktails: techniques, recipes

and variations: cheers without fears, drinking that won't cloud your thinking, 1st ed, R & R
Publishing, Epping, N.S.W
Khatau, Asha 2008, Epicure's appetisers mocktails & cocktails, Popular Prakashan,
Mumbai
Reed, Ben & Lingwood, William 2009, The art of the cocktail, Pbk. ed, Ryland Peters &
Small, London
Thompson, Kester & Marom, Oded 2012, Mocktails: the complete bartender's guide,
Imagine, Watertown, MA
Tim Ide Masak 2011, Resep mocktail ala cafe, Gramedia Pustaka Utama, Jakarta
Recommended reading
Trainee evaluation sheet

The following statements are about the competency you have just completed.
Does
Dont Do Not
Please tick the appropriate box Agree Not
Know Agree
Apply
There was too much in this competency

to cover without rushing.
Most of the competency seemed relevant

to me.
The competency was at the right level for

me.
I got enough help from my trainer.
The amount of activities was sufficient.
The competency allowed me to use my

own initiative.
My training was well-organised.
My trainer had time to answer my

questions.
I understood how I was going to be

assessed.
I was given enough time to practice.
My trainer feedback was useful.
Enough equipment was available and it

worked well.
The activities were too hard for me.

The best things about this unit were:
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
The worst things about this unit were:
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
The things you should change in this unit are:
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
Trainee self-assessment checklist

As an indicator to your Trainer/Assessor of your readiness for assessment in this unit
please complete the following and hand to your Trainer/Assessor.

Yes No*
Select ingredients, tea/coffee making equipment and crockery/glassware to
1.1
prepare tea/coffee
Prepare drinks using appropriate method in accordance with customer requests
1.2
and required timeframe
2.2 Prepare drink in accordance with standard recipes or to customer requests
2.3 Serve garnishes and accompaniments with drinks
Use machinery and equipment safely in accordance with
3.1
manufacturer's specifications and hygiene/safety requirements
Clean and maintain machinery and equipment regularly in
3.2 accordance with manufacturer's specifications and enterprise
cleaning and maintenance schedules
3.3 Identify problems promptly and report to the appropriate person
Statement by Trainee:
I believe I am ready to be assessed on the following as indicated above:
Signed: _____________________________ Date: ____________
Note:
For all boxes where a No* is ticked, please provide details of the extra steps or work you
need to do to become ready for assessment.

Prepare and Serve Non-Alcoholic Beverages

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The ASEAN Secretariat is based in Jakarta, Indonesia.

General Information on ASEAN appears online at the ASEAN Website: www.asean.org.

Copyright: Association of Southeast Asian Nations (ASEAN) 2013.

All rights reserved.

File name: 346768385

Introduction to trainee manual............................................................................................1

Element 1: Prepare and serve a range of teas and coffees................................................9

Element 2: Prepare and serve cold drinks........................................................................33

Presentation of written work.............................................................................................69

Trainee evaluation sheet..................................................................................................73

Trainee self-assessment checklist....................................................................................75

Introduction to trainee manual

The toolbox consists of three elements:

A Trainee Manual for you to read and study at home or in class

CBT is a way of training that concentrates on what a worker can do or is required to do at

What is a competency standard?

There are other components of the competency standard:

Unit Title: statement about what is to be done in the workplace

Element 1: Prepare and serve a range of teas and coffees

1.1 Select ingredients, tea/coffee making equipment and crockery/glassware to prepare

1.3 Evaluate drink before presenting to customer

Element 2: Prepare and serve cold drinks

2.1 Select ingredients, equipment and glassware

2.2 Prepare drink in accordance with standard recipes or to customer requests

2.3 Serve garnishes and accompaniments with drinks

Element 3: Use, clean and maintain equipment and machinery for

3.1 Use machinery and equipment safely in accordance with manufacturer's

3.3 Identify problems promptly and report to the appropriate person

Element 1: Prepare and serve a range of teas and coffees

1.1 Select ingredients, tea/coffee making

1.2 Prepare drinks using appropriate method in

1.3 Evaluate drink before presenting to customer 1.1 17 3

2.1 Select ingredients, equipment and glassware 2.1 18 22 4

2.2 Serve garnishes and accompaniments with

2.3 Serve garnishes and accompaniments with

3.1 Use machinery and equipment safely in

Work Written Oral

3.2 Clean and maintain machinery and equipment

3.3 Identify problems promptly and report to the

1 ounce/1 oz. (liquid measurement) 30 millilitres/mls

Aerated waters Sparkling soft drink such as lemonade and cola

Arabica Premium quality coffee bean

Brixing Ratio of syrup to water in post-mix machines

Chai Spiced tea

Cleaning schedule List of when nominated items/areas must be cleaned

Creamer Small jug (for milk/cream)

Decoration Non-edible enhancement to a drink

Doily Paper napkin placed under drink/on service plate or saucer

Garnish Edible items added to a drink to enhance presentation

Gomme syrup Sugar syrup

House recipe Standard recipe used by a property for making a drink

Small metal cage containing tea leaves immersed into boiling

Maintenance schedule Roster for maintaining nominated items/equipment

Mocktail Non-alcoholic cocktail

PC Portion controlled (packs/sachets)

Post-mix Bulk soft drinks

Puck Used coffee grounds

RTD Ready To Drink