How hospitality and catering provisions operate
What's covered
Key facts
Customer requirements in hospitality and catering
Under the Equality Act 2010 a person is disabled if they have a physical or mental impairment with a substantial and long-term adverse effect on normal day-to-day activities.
Hospitality and catering provision to meet specific requirements
Counter service (cafeteria, buffet, fast food) is credited as quick, efficient and self-service with eat-in or takeaway, while table service means diners do not have to leave the table.
The operation of the front and back of house
A bain-marie cooks or holds food in a container placed in a pan of hot water.
Customer requirements in hospitality and catering
Credited ways a hotel can meet disabled guests' needs include ramps, lifts, accessible toilets, braille signage and staff trained in sign language.
Hospitality and catering provision to meet specific requirements
Customer demographics in the spec are age, location, accessibility, money available, and access to establishments/provision.
The operation of the front and back of house
The spec groups the first aid kit with cleaning and safety materials, separately from large equipment, small equipment and utensils.
Customer requirements in hospitality and catering
Credited ways a hotel can meet the needs of families with babies and small children include cots, family rooms, highchairs, children's menus, a play area and access for pushchairs.
Hospitality and catering provision to meet specific requirements
Customer expectations in the spec are service, value for money, trends, awareness of competition from other providers, media influence/interest, environmental concerns and seasonality.
The operation of the front and back of house
An invoice is a bill telling the customer how much they need to pay and when; it is not the same as a receipt, which acknowledges a payment.
Customer requirements in hospitality and catering
Mark schemes match provision to the customer group: a cake stand and dance floor for a wedding, cots and highchairs for a family with a baby, ramps and accessible toilets for a wheelchair user, priority boarding for a flyer with mobility needs.
Practice questions with answers
A taste of the 28 questions in this topic, answers marked. Sign up to practise the full set with spaced repetition.
Which of these is a protected characteristic under the Equality Act 2010?
- •Home postcode
- •Job title
- •Level of income
- ✓Religion or belief
Which of these is listed in the spec as a customer demographic?
- •Current trends
- •Media influence
- ✓Money available
- •Value for money
Which of these is part of the front of house workflow?
- •Delivery area
- ✓Seating area
- •Storage area
- •Wash area
Which adjustment best helps a guest with a visual impairment find their hotel room?
- •A hearing loop at reception
- •A ramp at the main entrance
- ✓Braille signs on room doors
- •Highchairs in the restaurant
Which factor does the spec list under customer requirements and needs?
- •Local competition
- •Media interest
- •Seasonality
- ✓Time available
Which of these belongs to the catering kitchen workflow rather than the front of house?
- •Counter service
- •Reception desk
- •Seating area
- ✓Storage area
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Practise all 28 How hospitality and catering provisions operate questions with spaced repetition, so what you revise today is still there in the exam. Free to use, no card needed.