Tawjihi Vocational Hospitality cheat sheet

Service sequence for à la carte: greet and seat, present menu, take order, serve beverages, serve food courses, clear, offer dessert and coffee, present bill, farewell.

Cover count: lay one cover per guest; a cover = 1 seat setting. Position numbers run clockwise from the host seat; host is usually seat 1 facing the entrance.

Serving from the right with the right hand for plated food and beverages; serving from the left for plated food to the guest is a common convention - follow the establishment's standard operating procedure when they conflict.

Clear from the right with the right hand; remove each course's plates only after all guests at the table have finished.

Wine service order: present bottle label to host, show cork, pour a small taste to host, then serve ladies first, then guests clockwise, host last.

Red wine is served at 16–18 °C, white wine at 8–12 °C, sparkling wine at 6–8 °C.

Napkin folds: flat fold and simple pyramid are quick for volume service; fan and rose folds are for banquets and à la carte presentation.

Bill settlement methods: cash, credit/debit card, room charge (post to folio), voucher, and split bill; room charge requires guest signature and room number verification.

Mise en place = all ingredients prepped, measured, and arranged before cooking begins; it reduces service time and errors.

Mother sauces: béchamel (milk + white roux), velouté (white stock + roux), espagnole (brown stock + brown roux + tomato), hollandaise (egg yolk + butter + lemon), tomato (tomato + roux/stock).

Roux ratios by weight: white roux cooks 2–3 min, blond 4–5 min, brown 8–10 min; liquid-to-roux ratio for coating consistency is about 10:1 by weight.

Maillard browning starts around 140–165 °C on the food surface; it produces flavor and color, not caramelization (which is sugar-only).

Standard breading procedure: flour → egg wash → breadcrumbs; chill before frying to set the coating.

Knife cuts: brunoise 3 mm cube, julienne 3 mm × 40 mm, chiffonade for leafy herbs, paysanne 1 cm thin slice.

Danger-zone cooking rule: keep hot food above 63 °C and cold food below 5 °C; cooling from 63 °C to 5 °C must occur within 2 hours for safe production.

Portion control: weigh or scoop every plate to a standard recipe yield; yield % = (edible portion weight ÷ as-purchased weight) × 100.

Room status codes: VC (vacant clean), VD (vacant dirty), OC (occupied clean), OD (occupied dirty), OOO (out of order), OOS (out of service), DND (do not disturb).

Check-in sequence: greet, verify reservation, confirm identity and payment, assign room, issue key, explain facilities, hand over to bell staff.

Folio = guest account record; charges post to room, and the balance must be settled at check-out unless direct billing is authorized.

Overbooking policy: walk a guest only with manager approval; compensate with equivalent or better room, transport, and a written apology.

Housekeeping room cleaning order: check-out rooms first, then stay-over rooms, then late check-outs, then vacant rooms.

Bed-making standard: fitted sheet, flat sheet, blanket/duvet, pillowcases; hospital corners on flat sheets; linens changed on departure and per property policy for stay-overs.

Key control: master keys signed in and out per shift; lost key triggers lock re-coding and incident report.

Night audit reconciles the day's transactions, posts room and tax, and rolls the business date; it runs after the last check-in.

Temperature danger zone: 5 °C to 63 °C; bacteria multiply fastest between 20 °C and 50 °C.

Two-hour/four-hour rule: food held in the danger zone for under 2 hours may be chilled or served; 2–4 hours must be used immediately; over 4 hours must be discarded.

Hot holding ≥ 63 °C; cold holding ≤ 5 °C; reheating to ≥ 74 °C for at least 15 seconds.

Handwashing: wet hands, apply soap, scrub 20 seconds including between fingers and under nails, rinse, dry with disposable towel.

Cross-contamination controls: separate color-coded chopping boards (red raw meat, green vegetables, blue fish, yellow cooked poultry), separate storage raw below cooked.

FIFO stock rotation: first in, first out; label with date and use-by; discard expired product.

Cleaning vs sanitizing: cleaning removes soil; sanitizing reduces microorganisms to safe levels using heat (≥ 71 °C rinse) or approved chemical at label concentration.

HACCP seven principles: hazard analysis, determine CCPs, set critical limits, monitor, corrective actions, verification, record keeping.

Manual handling: keep load close to the body, bend knees not back, avoid twisting while lifting, and use team lifts for loads over ~25 kg.

Slip and trip controls: dry wet floors immediately, display wet-floor signs, keep walkways clear, wear non-slip closed-toe shoes.

Fire safety: know the PASS technique for extinguishers (Pull, Aim, Squeeze, Sweep); never use water on electrical or oil fires.

Burn prevention: point pan handles inward, use dry cloths for hot items, open oven doors away from the body, and warn colleagues before carrying hot food.

Chemical safety: store chemicals away from food, keep in original labeled containers, and consult the safety data sheet (SDS) for handling and first aid.

Electrical safety: no damaged cords, no water near sockets, and report faulty equipment immediately; tag out defective equipment.

Emergency evacuation: know the assembly point, exits, and alarm signals; do not use lifts during a fire evacuation.

Incident reporting: record all accidents and near-misses in the accident book; report serious injuries to the manager and, where required, the regulator.

Service recovery steps: listen without interrupting, apologize sincerely, take ownership, offer a solution, follow up to confirm satisfaction.

Guest complaint categories: product (food/room quality), process (delay, billing error), and people (attitude, service failure).

Moments of truth = every point where the guest interacts with staff; each interaction shapes the overall perception.

SERVICE model: Smile, Eye contact, Respectful greeting, Voice tone, Inform, Clean appearance, Empathy.

Handling angry guests: lower voice volume, move to a private area, acknowledge feelings, avoid arguing, and confirm the agreed resolution.

Upselling: recommend a higher-value item or upgrade only when it genuinely suits the guest's needs; explain the benefit clearly.

Guest feedback channels: comment cards, online reviews, post-stay surveys, and direct conversation; all should be logged and reviewed.

Confidentiality: never disclose guest room numbers, stay details, or personal data to third parties without consent.

Food cost % = (cost of food sold ÷ food sales) × 100; beverage cost % uses beverage sales.

Cost of food sold = opening inventory + purchases − closing inventory − staff meals (adjust for transfers).

Menu engineering matrix: stars (high popularity, high profit), plowhorses (high popularity, low profit), puzzles (low popularity, high profit), dogs (low popularity, low profit).

Occupancy % = (rooms sold ÷ rooms available) × 100; ADR = rooms revenue ÷ rooms sold.

RevPAR = ADR × occupancy % = rooms revenue ÷ rooms available.

Labour cost % = labour cost ÷ total revenue × 100; track against the budgeted percentage.

Break-even point in covers = fixed costs ÷ (average spend per cover − variable cost per cover).

Inventory turnover = cost of goods used ÷ average inventory value; a low turnover signals overstocking or slow-moving stock.

Telephone etiquette: answer within three rings, greet with the property name and your name, offer help, confirm details, and repeat back the booking.

Reservation confirmation language: 'I have reserved a double room for two nights, arriving on 12 May, under the name Ali.'

Polite request forms: 'Could you please...', 'Would you like...', 'May I suggest...' - avoid imperatives like 'Wait here'.

Active listening signals: paraphrase ('So you would like a late check-out at 2 p.m.'), ask clarifying questions, and confirm agreement.

Written communication: email subject line states the purpose; body uses short paragraphs, clear dates, and a professional sign-off.

Handling language barriers: speak slowly and clearly, use simple words, use written confirmation, and avoid jargon.

Complaint response language: 'I apologize for the inconvenience. Let me resolve this for you right away.'

Telephone message record must include caller name, contact number, time, message, and the name of the person taking it.

Table setting: fork left, knife and spoon right, blade facing the plate; glass above the knife; napkin left of the forks or on the plate.

Carrying plates: three-plate carry uses the left hand for two plates and the right hand for the third; never stack plates on the forearm.

Tray service: load heavy items toward the center, carry at waist height, and serve from the right.

Room inspection checklist: bed, bathroom, dust, mirrors, amenities, minibar, lighting, and smell; report defects to maintenance.

Cash handling: count change back to the guest, record the transaction, and reconcile the till at shift end.

Opening and closing duties: check equipment, set up stations, stock supplies, clean surfaces, and secure cash and keys.

Uniform and grooming standard: clean pressed uniform, closed-toe non-slip shoes, hair tied back, minimal jewelry, and clean hands and nails.

Shift handover: report open tasks, guest issues, maintenance faults, and pending reservations to the incoming shift in writing.

Telephone etiquette: answer within three rings, greet with the property name and your name, offer help, confirm details, and repeat back the booking.

Reservation confirmation language: 'I have reserved a double room for two nights, arriving on 12 May, under the name Ali.'

Polite request forms: 'Could you please...', 'Would you like...', 'May I suggest...' - avoid imperatives like 'Wait here'.

Active listening signals: paraphrase ('So you would like a late check-out at 2 p.m.'), ask clarifying questions, and confirm agreement.

Written communication: email subject line states the purpose; body uses short paragraphs, clear dates, and a professional sign-off.

Handling language barriers: speak slowly and clearly, use simple words, use written confirmation, and avoid jargon.

Complaint response language: 'I apologize for the inconvenience. Let me resolve this for you right away.'

Telephone message record must include caller name, contact number, time, message, and the name of the person taking it.

Table setting: fork left, knife and spoon right, blade facing the plate; glass above the knife; napkin left of the forks or on the plate.

Carrying plates: three-plate carry uses the left hand for two plates and the right hand for the third; never stack plates on the forearm.

Tray service: load heavy items toward the center, carry at waist height, and serve from the right.

Room inspection checklist: bed, bathroom, dust, mirrors, amenities, minibar, lighting, and smell; report defects to maintenance.

Cash handling: count change back to the guest, record the transaction, and reconcile the till at shift end.

Opening and closing duties: check equipment, set up stations, stock supplies, clean surfaces, and secure cash and keys.

Uniform and grooming standard: clean pressed uniform, closed-toe non-slip shoes, hair tied back, minimal jewelry, and clean hands and nails.

Shift handover: report open tasks, guest issues, maintenance faults, and pending reservations to the incoming shift in writing.