FOOD AND BEVERAGE SERVICES NC II - CBLM

THIS MODULE CONTAINS INFORMATION AND LEARNING ACTIVITIES IN PROVIDING A LINK

BETWEEN KITCHEN AND SERVICE AREAS AND PROVIDING FOOD AND BEVERAGE
SERVICES. UPON COMPLETION OF THIS MODULE AND YOU FEEL CONFIDENT THAT YOU
HAVE HAD SUFFICIENT PRACTICE, YOU MAY REQUEST YOUR TRAINER TO ARRANGE AN
APPOINTMENT WITH A REGISTERED ASSESSOR FOR YOUR ASSESSMENT. THE RESULTS OF
THE ASSESSMENT WILL BE RECORDED IN YOUR COMPETENCY ACHIEVEMENT RECORD.

Module Title: Providing Food and Beverage Services NC II

HOW TO USE THIS COMPETENCY-BASED LEARNING MATERIAL

This is a Competency Based Learning Material for the Module PROVIDING FOOD AND BEVERAGE SERVICES.
This learning material contains activities for you to complete. It covers the knowledge, skills and attitudes
required to complete the competency.
You are required to go through a series of learning activities in order to complete each of the learning outcomes of
this module. In each learning outcome, Learning Elements and Reference Materials are available for your further
reading to assist you in the required activities. You are expected to accomplish all the required activities and to
answer the self-check after each learning element. Please note that you need to have 100% correct answers to
each self-check to pass the activity. You are required to obtain answer sheets, which are available from your
trainer or at the end of each learning element, to reflect answers for each self-check. If you have questions,
please do not hesitate to ask your facilitator for assistance.

Recognition of Prior Learning (RPL)

You may have acquired some or most of the knowledge and skills covered in this learning material because you
have:

Actual experience on the job;

Already completed training in this area.

BENEFITS OF RPL
o Gives credit for knowledge and experience
o Reduces duplication of learning
o Reduces costs of obtaining formal credentials

o Gives immediate feedback and determines which competencies need verification and testing
o Identifies training gaps
o Training (is individualized and results in a recognized certificate)
o Assists in professional development
o Allows for better use of time and resources
o Potentially saves on training costs

So, if you can demonstrate to your trainer that you are competent in a particular skill, you do not have to do the
same training again. Or, if you feel you have the skills, talk to your trainer about having them formally recognized.
You may also show your Certificates of Competence from previous training. And if your acquired skills are still
updated/relevant to the module, they may become part of the evidence you can present for RPL.

A Record of achievement is also provided for your trainer to fill-in upon completion of this module.

This module was prepared to help you achieve the required competency in providing a link between kitchen and
service areas, food and beverage services and room service. It will serve as a source of information for you to
acquire the required knowledge and skills for Food and Beverage Services (NC II), with minimum supervision or
help from your trainer. This material will aid you in acquiring the competency at your own pace, independently.
To achieve the full benefit of this module:

Talk to your trainer and agree on how you will both organize your training on this unit. Read through the
Competency Based Learning Material carefully. It is divided into sections which cover all the skills and knowledge
you need to successfully complete this module.

Most probably, your trainer will also be your supervisor. He/She will be there to support and show you the
correct way to do things. Ask for help if you need one.

Your trainer will tell you about the important things you need to consider when doing the activities. It is
important you listen and take notes.

You will have plenty of opportunities to ask questions and undergo rigid practice. This will help you in achieving
competency in your new skill. Ample practice will improve your speed, memory and confidence.

 Talk with more experienced colleagues and ask for guidance.

Answer self-checks at the end of each section to test your own progress.

When you finished each element and feel that you are ready, demonstrate the activities outlined in the learning
material to your trainer.

As your work through the activities, your trainer will be taking note of your performance. He/She will be
providing feedback on your progress. Your readiness for assessment will be reflected in his/her report, if and when
you have successfully completed each element.

UNIT OF COMPETENCY: PROVIDE FOOD AND BEVERAGE SERVICES.

MODULE TITLE : PROVIDING FOOD AND BEVERAGE SERVICES.

Introduction

This module contains information and learning activities in providing food and beverage service.

Upon completion of this module and you feel confident that you have had sufficient practice, you may request
your trainer to arrange an appointment with a registered assessor for your assessment. The results of the
assessment will be recorded in your Competency Achievement Record.

SUMMARY OF LEARNING OUTCOMES

At the end of this competency-based learning material, the learners are expected to meet the following learning
outcomes:
PRE-OPERATION

1. Check dining and restaurant area facilities for cleanliness prior to service.
2. Prepare dining room and make necessary adjustments for lighting, room temperature, music, floor and other
decorations to ensure comfort and ambience for customers.
3. Arrange furniture in accordance with hotel/restaurant requirements.
4. Check tables and their settings for stability and comfortable access to service personnel
5. Check and prepare service equipment.
6. Check menu variations and daily specials with kitchen staff.

ASSESSMENT CRITERIA

1. Dining/Restaurant area and customer facilities are checked for cleanliness prior to service and corrective
actions are taken when required.
1. Dining environment is prepared and adjusted to ensure comfort and ambience to customers as appropriate.
2. Set up furniture in accordance with enterprise requirements, bookings, customer requests, convenience and
safety.
3. Equipment are checked and prepared for service.
4. Menu variations and daily specials are verified with kitchen staff based on establishment policy and guidelines
5. Tables are set within the required timeframes in accordance with establishment standards and/or customers
special requests.

LEARNING EXPERIENCES

Activity Special Instruction

LEARNING ACTIVITY 1

Assign guests to their tables using

the prescribed restaurant lay out.

Refer to the information sheet and hand out.

LEARNING ACTIVITY 3
Using the internet in analyzing the menu

See the module for instructions

LEARNING ACTIVITY 4

TABLE SETTING

Given the necessary information sheet with specific menu, arrange the table set up.

Allocate time and give specific instruction in setting up the table.

LEARNING ACTIVITY 5

NAPKIN FOLDING
Given the specific name of napkin, fold it without looking from your module

Allocate time and give specific instruction in napkin folding.

INFORMATION SHEET

FOOD AND BEVERAGE SERVICE ATTENDANT

Food and beverage service attendant refers to the worker assigned in the service of food and beverages to guests,
also known as waiter/waitress.

The first and most important requirement for a food and beverage service attendant is to have knowledge on the
tools, materials and equipment necessary for service.

Flatware
1. Dinner Knife

2. Dinner Fork

3. Salad Knife

4. Dessert Fork

5. Fish Knife

6. Fish Fork

7. Cocktail Fork

8. Oyster Fork

9. Dessert Spoon

10. Soup Spoon

11. Tea Spoon

12. Coffee Spoon

13. Butter Knife

Carafe - 1/2 liter (for service of wine or water)

Irish Coffee glass

Cocktail or Coupe Glass

Red Wine Glass Champagne Saucer (Used for sparkling wines or for
serving some appetizers or sweets) Tumbler or Water Glass
Fortified Wine Glass (Sherry, Port) White Wine Glass Champagne Flute

The food and beverage service attendant must also be familiarized on the dinning area and must be able to
arrange the area as required by the customer.

Activity Number One

Given the following details below, assign customers with the proper table by writing the assigned number to the
table in the restaurant layout on the next page.

1. couple (non-smoking)

2. Family with six members (non smoking)

3. a group of four ladies (smoking)

4. a couple with disabled wife (no preference yet)

5. A couple with one two-year old kid.

6. Pres. Gloria M. Arroyo and her ten cabinet members

Things to consider:

LAY OUT OF A FINE DINING RESTAURANT

(Use this for the activity)

TABLE SETTING
A fine dining restaurant and a family restaurant both provide food and beverages.

Each of these establishments will have different styles of menus, restaurant service and table set up. The dcor
and layout of the restaurants will also differ.

THE COVER

The cover is the total space needed to set one complete setup for a guest.

The space is about 24 inches depending on the type of service. For traditional ala carte that would use show plate,
definitely the cover should be more than the size of the show plate.

Cover

THE LINEN

1. If the silence pad is used, it should be placed evenly on the table so that the edges do not hang down below the
tablecloth.
2. The table cloth is laid over the silence pad or directly over the table.
3. Fold the table cloth into four folds and spread evenly on the table (your trainer will demonstrate it to you).
4. The linen should be free from holes and stains.

THE SILVERWARES

1. Dinner Knife and dinner fork should be laid about 11- 12 inches apart so that the dinner plate may be placed
easily between them.

1 inch from the edge

11 - 12 inches apart

2. The remaining silver wares should be placed to the right of the knife and to the left of the fork in order of
which to be used.

3. The handle should be perpendicular to the table and 1 inch from the edge of the table.

4. Bread and butter knife is placed either over the bread and butter plate either parallel or perpendicular to the
edge if the table.

5. Oyster fork is placed to the extreme right of the cover.

6. Silverwares for dessert are placed just before the dessert course is served or on the top of the cover.

THE CHINAWARE

1. Bread and butter plate is placed at the left of the cover, directly above the tines of the dinner fork or at the
extreme left side of the cover if there is enough space.

Bread & butter plate

2. Sugar bowls and salt & pepper shakers are generally placed in the center of the table. If the table is good for
two persons, these are to be placed at the side near the wall.

ACTIVITY NUMBER TWO

Gather information about Maxs Restaurant and a Restaurant from one five star hotels (may use internet to see the

details).
Consider these two types of restaurants and describe the establishment using the following headings as a guide:
Maxs Restaurant Address: _________________________________________

Restaurant (in a Hotel) Address: ____________________________________

Menu
A. Style of Menu/Cuisine
___________________________________________________________________________________________________
_______________________________________________________________________________________
B. Price range
___________________________________________________________________________________________________
_______________________________________________________________________________________
C. Terminology used
___________________________________________________________________________________________________
_______________________________________________________________________________________
Dining Area
A. Description of establishment
___________________________________________________________________________________________________
_______________________________________________________________________________________
B. Dcor
___________________________________________________________________________________________________
_______________________________________________________________________________________

C. Capacity
___________________________________________________________________________________________________
_______________________________________________________________________________________
D. Restaurant layout
Maxs Layout Restaurants Layout

E. Table set up used

GUIDE IN FORMAL TABLE SETTING

The general principle in table set up is to use the outermost utensil or utensils, as necessary, one set for each
course.
For a formal place setting, you will set up silverware as the menu needs, arranged in precisely the right order.
Consider the following points:
Oysters, as appetizer
Use the small fork placed at the right of the soupspoon. This is the one exception to the rule of placing forks to

the left of the plate.

Soup
The soupspoon is commonly the only spoon provided for the initial place setting.

Salad
Note the thicker tine at the left of the fork, which strengthens the tool -- for right handed people -- for use in
cutting large salad greens without having to resort to the knife.

Fish
Both a fork and a knife are provided for fish. Sometimes the fish knife has a silver blade, because fish, which is
often served with lemon, reacts with the steel in old knife blades, causing an unpleasant taste. The fish fork is
usually shorter than the dinner fork.

Meat /Main dish

The inner fork and knife are provided for the main course.

Dessert
In this case, the dessert utensils will be brought in with the dessert. However, you may encounter the dessert
spoon -- and fork, if needed -- as part of the initial place setting. They would be placed horizontally over the plate
and parallel to each other, with the bowl of the spoon pointing to the left and the tines of the fork pointing right.
When coffee and tea are served, a teaspoon will be provided; it is brought in on the saucer.

SAMPLES OF THE TABLE SET UP

Note: Table set up will vary may be because of the following points:
1. Type of service
a. Russian

b. French
c. American
d. British
e. Buffet
2. Types of menu
a. table dhote
b. a la carte
c. buffet
d. function menu (for banquet)
e. breakfast (continental menu / American, etc.)
3. Number of courses to be served
a. appetizer
b. soup
c. salad
d. main course
e. dessert
f. coffee / tea
4. House rules (set by the establishment) - Standard Operating Procedures (SOPs) used by the establishment.
Usually use to align with the custom of the customers being catered.

This picture shows how waiter sets water goblet on the table.

The waiter shows the proper way of carrying plate with utensils.

ACTIVITY NUMBER THREE

Listed below is the food ordered by guest. Arrange the necessary mise-en-place first then your trainer will instruct

you to set up the table.

Appetizer : Oyster in Asian Style

Soup : Cream of Asparagus
Salad : Tossed Green Salad with Thousand Island
Dressing

Main course : Pork Belly in Apple Sauce

Dessert : Hummingbird Cake

Beverages : Coffee
Wine
Water

CHECKLIST: Are table appointments properly set?

TABLE APPOINTMENTS YES NO

Dinner Napkin

Dinner Fork

Dinner Knife

Salad Fork

Oyster Fork

Coffee cup and saucer

Teaspoon

Water Goblet

Wine Glass

Dessert Fork

Soup Spoon

Dessert Spoon

Signature of the Trainee: _______________________ Date: ___________

Trainer: ______________________________________ Date: ___________

NAPKIN FOLDING
The final presentation on the table setting is the napkin fold. Restaurants will either use paper or linen napkins,
linen being mostly used in more up market restaurants due to laundry costs. Paper napkins are available in a

number of sizes and colors and the degree of thickness is indicated by the numbers of "Ply" (one, two and three ply
serviettes are the most common).
Napkins should be folded with clean hands, and away from the set table to avoid disturbing the set cutlery.
When selecting a napkin fold, the following considerations known as the acronym HATS, apply
Hygiene Handling
There is a trend towards simple folds to lessen handling of the napkin by the waiter, to improve hygiene
Appearance
Select a fold to suit dcor and table setting. Some folds are suitable for placing in wine glasses or bread baskets,
but most are designed to sit in the centre of the cover, on a show plate or on the side place.
Time
Simplicity in style reduces staff costs.
Storage
Some folds have the advantage that they can be folded in quiet times and stored.

Your trainer will demonstrate at least ten basic napkin folds. Watch and apply as your trainer instructs you to do
it. On the succeeding pages, there are some samples.

ACTIVITY NUMBER FOUR

Write the name of napkin fold & demonstrate how to fold it to your trainer. The trainer will check whether you
performed it correctly or not.
NAME YES NO

1.

2.

3.

4.

5.

6.

7.

8.

9.

10.

Competent: _________________ Not Competent: _________________

Date: ______________________ Signature of trainee: _______________

TYPES OF SERVICE

1. RUSSIAN SERVICE
CHARACTERISTICS
1. In RUSSIAN SERVICE the meat is precut in the kitchen and then rearranged on the platter. It is also known as
platter service.

Examples:
A. Experienced chefs precut racks of venison, but put the meat back onto the bones so it looks like a whole rack.
B. A whole piglet is carved in the kitchen but put back together so it could be shown as a whole in one piece.
C. The chefs portioned a goose in the kitchen but carefully served on a platter looking like a whole one.
D. The same is done with a whole fillet of beef or a whole fish. If it is filleted and put back onto the platter so it
looks like a whole, all done in the kitchen prior to serving.
2. The cooks always do a nicer job to carve and garnish platters, than most waiters, the waiters has to know the
procedures also. For banquets this was the preferred way and it allows a speedy service without rechauds straight
from the platter onto the patron's plates.
2. FRENCH SERVICE
FRENCH SERVICE calls for a much table-side-work.
Characteristics
1. The food cooked to perfection and garnished with much care is brought on show platters to the guest.
2. Most of the carving and portioning were done in front of the guest. Such still includes the skillful cutting of a
whole fillet a la Wellington in front of the guest. The carving of an entrecote double at a table is also typical for
FRENCH SERVICE, so are the cooking and flaming of a steak Diane at the patron's table.

3. BRITISH SERVICE
There used to be another type the BRITISH SERVICE, by which big platters and tureens were placed onto the table
in front of the guest. After initially being assisted by the waiters, these guests helped themselves. Another most
likely British invention is still known as BUTLER style, that's when canaps and other hors d'oeuvres are placed in
the hands of servers who offer these to the guests as they pass by.

4. BUFFET SERVICE
DO YOU KNOW THAT?...
Before portion-controlled food became worldwide the norm, all food is loaded in the kitchen by the cooks in a
large show platters. In Germany these heavy silver-plated platters are appropriately called Hotel-Silber (silver for
hotel use).
The chefs create all displays on Hotel-Silber show platters, artistically garnishing the same. These platters, hot for
hot food and cold for cold food, are carried to the dining rooms by the kitchen waiters often called back-waiters.

THINGS TO REMEMBER IN BUFFET SERVICE

1. Serve at different heights - Use stacked plates or servers to give some height to platters, with higher things at

the back of the table and lower ones at the front. This adds visual interest and helps with traffic flow.
2. Go in order - Never put silverware, if you're using it, at the beginning of the line or buffet. It's one more thing
for people to hold as they navigate through the food selection. Always put it at the end, on a separate table if
possible. Sometimes utensils are already set on the dining table.
3. Multiples of everything - Fan out several piles of cocktail napkins or small plates; you want more than one pile
so guests don't have to wait behind someone else to just reach in and snag a plate or napkin.
4. Keep platters/chaffing dishes filled - Nothing's worse than a picked over tray, half-empty. Use smaller platters
or serving trays, and have several of them ready in the kitchen..
5. Waste disposal - Put at least one trash can under your serving table, or to the right side. Try to think like a
guest and predict when and where they will end up with an empty plate or glass, and put a trash can or bin for
glasses there.
6. Choose color carefully - If you're serving saucy things, avoid white tablecloths. But dark tablecloths show crumbs
and smeared icing even more, so judge according to what you're serving. (Your trainer will teach you how to
decorate the table, cover it with a cloth (table skirting).

Note: The buffet set up is arranged from lightest to the heaviest. Example, cereals (rice or pasta), vegetable,
seafood, chicken (poultry), beef then pork.
Should be arranged in the following order:
1. Soup with bread
2. Salad
3. Main course
4. Dessert
5. Beverages
Your trainer will demonstrate how to arrange them on the buffet table, and then you will apply.

5. AMERICAN SERVICE
Most of the fine dining restaurants use the American service. American service is commonly used because of its
simplicity yet elegant service. The food is prepared in the kitchen and arrange on the plate which is to be served
directly to the guest, It is also called a plate service.

SUMMARY OF LEARNING OUTCOMES

At the end of this competency-based learning material, the learners are expected to meet the following learning
outcomes:

DURING OPERATION

1. Welcome guest in accordance with establishments standards.

2. Escort and seat guests according to table allocation.
3. Offer available pre-meal (cocktail service, etc) services to guests
4. Present menu and drink list and provide clear information to the guests (menu choices and options, daily
specials, etc)
5. Answer guests query/ queries on menu items correctly and courteously.
6. Take orders accurately using format required by the hotel standards and convey them promptly to the kitchen
and/or bar.
7. Relay information about any special request, dietary or cultural requirements to the kitchen/ bar when
appropriate.
8. Provide and adjust table set-ups suitable for menu choices in accordance with hotel standards.
9. Monitor flow of service and meal delivery.
10. Recognize and follow up promptly any delays or deficiencies on services.
11. Advise and assure guests that delays and problems will be fixed immediately.
12. Check accuracy of orders promptly from service counter before transferring them to service trays.
13. Serve food and beverage correctly and courteously.
14. Ask the guest for additional orders, if any.
15. Clean and clear tables, cutleries and cookery at the most appropriate time.
16. Process account in accordance with hotel procedures.
17. Check whether items in the bills are correct.
18. Organize and present bill to the guest upon request.
19. Remove soiled glass-wares and napkins using tray and place them in appropriate areas.
20. Replace table cloth and/or placemats.

Assessment Criteria
1. Tables are dressed according to establishment standard procedures and/or any approved special requirements
2. Cleanliness and condition of tables are checked prior to service
3. Items below establishment standards are removed, cleaned or replaced based on relevant guidelines
4. Customers are welcomed upon arrival in accordance with establishment customer service standards
5. Details of reservations are checked based on established service industry standard policy
6. Available pre-meal services are offered if appropriate
7. Customers are escorted and seated according to table allocations
8. Menus and drink lists are presented to customers
9. Information for customers are provided in clear explanations and descriptions
10. Orders are taken and recorded accurately with minimal disruption to customers
11. Recommendations and suggestions are made to assist customers with drink and meal selections
12. Customer questions on menu items are answered correctly and courteously in accordance with enterprise
policy
13. Information about any special requests, dietary or cultural requirements are relayed accurately to kitchen
where appropriate
14. Ordering systems are operated correctly in accordance with establishment procedures
15. Glassware, service ware and cutlery suitable for menu choices are provided and adjusted in accordance with
establishment procedures
16. Food and beverage selections are collected promptly from service areas, checked for presentation and
conveyed to customers safely
17. Flow of service and meal delivery is monitored in accordance with enterprise procedures
18. Delays or deficiencies in service are recognized and followed up promptly based on enterprise policy
19. Food and beverage are served courteously in accordance with establishment standards and hygiene
requirements
20. Additional food and beverage are offered and served at the appropriate times
21. Tables are cleared of crockery, cutlery and glassware at the appropriate time and with minimal disruption to
customers
22. Accounts are organized, presented and processed in accordance with establishment procedures
23. Bid goodbye to guests courteously from the restaurant/dining are and table appointments are re-set

LEARNING EXPERIENCES

Activity
Special Instruction
LEARNING ACTIVITY 6

ROLE PLAY WELCOMING THE GUEST. Following the steps prescribed in this module.

It will be done by pair of learners.

LEARNING ACTIVITY 7

ORDER TAKING:
Use the Docket Writing
Refer to the module for reference on how to use the docket writing.

LEARNING ACTIVITY 8

Role play the following:

a. Serving the guest

b. Clearing the table
c. Bill presentation
d. Resetting the table

Refer to your module to perform these tasks properly

INFORMATION SHEET

It is said that customer is the life-blood of the business, without the customer, there will be no business at all.
Customers upon entrance to the establishment must be greeted properly to create the first positive impression.
We should acknowledge the arrival of the customers following the the 5-foot/10-foot rules.
5-Foot Rule
If the customer is 5 feet away from you, greet him verbally with warm and pleasing welcome.
10-Foot Rule
When arriving guest is 10 feet away or more from you, acknowledge them by warm gestures like waving of hands
and sincere smile.

STEPS IN WELCOMING THE GUESTS

1. Greet them using the 5-foot / 10-foot rule.
2. Lead them to the preferred or reserved table.
3. Assist them in sitting.

4. Unfold the napkin

5. Pour ice cold water
6. Introduce yourself and present the menu. The menu should be presented facing the guest and it must be
opened.

ACTIVITY NUMBER FIVE

Demonstrate welcoming the guests using the criteria below. Choose your partner and let your trainer assess your
performance.

NAME OF CANDIDATE: ____________________________________

The Candidate must show that.

YES
NO
1. Greeted the customer using the 5-foot/10-foot rule.
2. Asked the status of reservation or table preference if any.
3. Assisted the guest in seating. Pulled the chair gently and pushed back slowly.
4. Unfolded the napkin placed on the guests lap properly without touching the guest.
5. Poured water properly, without spills.
6. Presented the menu correctly.

_____ COMPETENT ______NOT COMPETENT

______________________ ___________________
Signature of Candidate Signature of Trainer

Date assessed: _____________________________________

TAKE AND PROCESS ORDERS

The procedure of order taking is one of the skills needed by a food and beverage service attendant.

STEPS IN TAKING GUESTS ORDERS

1. Approach the guest and introduce your self as food & beverage service attendant.
2. Take beverage orders first, if there is a host, take orders from the host.
3. If couple, take orders from the lady first unless she tells you to ask orders from the gentleman.

4. Recommend specialty of the house or chefs recommendation.

5. Suggest wine to complement the food ordered.
6. Explain the method of preparation and ingredients if necessary, thus product knowledge is very important.
7. If the order is not heard properly, slightly bend your body towards the guest and ask the guest to repeat.
8. Dont forget to repeat orders before leaving the table.
9. Tell how long it will take before you can serve the food ordered.
10. After taking the order, set the table or rectify the table setup based on the food ordered.

How to approach the table?

The food service attendant should approach a table within the first minute. This is the first impression you will
make on your guests. Make sure that you are professional and neat. Smile, make eye contact and greet the
customers, giving your name to customers as stated in the previous guidelines.

REMEMBER

Any special services, which the restaurant provides, that may be useful to the customer should be explained to
him or her as the occasion arises. A few examples include:

1. A customer may want rapid service just before leaving on an early morning flight. When the restaurant has
counter as well as table service, the customer should be told that he or she can be served more quickly if he or she
is seated at the counter.

2. A mother may ask for an extra plate so that she may share her lunch with her child. When childrens service is
available with a special food selection, smaller portions and lower prices, this service should be explained to her.

3. If a customer praises the hot homemade rolls and the restaurant makes these available for takeout orders, offer
this service to the customer.

4. When a customer comments on the attractiveness of the courtyard, he or she may be told that dinners are
served there under the trees during the summer months.

How to take a drink order

When the waiter approaches the table for the first time, he or she should ask if anyone would like a drink. The
server may want to make a suggestion or simply provide the customers with some information on what types of
soft drinks or beers the restaurant carries. Be sure servers know their drink names for this exchange; the guest
that orders a vodka martini up with a twist will be mad if he or she receives a gin martini on the rocks! This is also
a good time to tell the table about any specials.

Serving the drinks

Drinks should be served quickly. Make sure your servers put cocktail napkins under drink glasses. At this point, the
server can ask if they are ready to order. If the table isnt ready, the server should check back with them within a
reasonable amount of time. Tell your servers to look for clues that the table is ready. The most obvious clue is
that everyone has closed the menus.

Explaining the menu

The server should be thoroughly familiar with the menu contents, its arrangement and its prices. To illustrate:

1. Frequently, a new customer is confused as to where to find certain items on the unfamiliar menu. The server
should be quick to sense this uncertainty and to offer requested assistance in finding the desired articles.

2. Sometimes the customer fails to notice specials or some other featured group of foods on the menu. The
server may tactfully indicate these to him.

3. A foreign name or an unfamiliar term on the menu may be perplexing to the reader. In response to her inquiry,
a simple explanation of the meaning of the term or a description of the contents of the dish will be appreciated.
The server should give such explanations graciously with an attitude of helpfulness, and never patronizingly or
curtly.

4. A customer with poor eyesight may have difficulty in reading the menu. The server could read the items to him
and write his order.

Taking the food order

Normal etiquette dictates that you start with the women at the table. If there are children, it is also appropriate
to start with them. Again, take clues from the table. If one woman is obviously undecided, you may make her
uncomfortable by insisting she place her order first. Let the others order, then come back to her. Make sure your
servers have a thorough knowledge of the menu and can answer any questions about menu item preparation. They
may also make recommendations at this point, if the customer asks or seems unsure.

Docket Writing
There are many new restaurants utilizing computerized order systems as a means to simplify both the processing
of meals as well as stock control. Whichever system your establishment uses you will have to be able to understand
and follow how a docket is written.

Numbering system
At the beginning of service you must know how the tables are numbered and the position numbers of each guest.
Points to consider:
Guest number one is usually seated closest to the front or kitchen door
Number all other guests clockwise around the table
Round tables; the seam of the tablecloth is placed towards the number one position.

Activity Number Six

You are a food service attendant designated to Table 10. At 7.30pm you take a dinner order from 4 guests at table
10. The order is as follows:
1. Antipasto, Lobster Bisque, Grilled Tuna Steak
2. Antipasto, Fillet Mignon Barnaise (med).
3. Carpaccio of Ocean Trout, French Onion Soup, Fillet Mignon Barnaise (rare - no veg. + side salad/vinaigrette)
4. Lobster Bisque, Rack of Lamb
Practice your docket writing skills: Write the dinner order in the correct format on the docket.

SERVE FOODS AND BEVERAGES

Serving Order

Before serving the food, be sure that the necessary tools for eating the specific order are already placed on the
table. Sometimes these tools bring to the table together with the food. It is advisable to setup the table while the
food is being prepared in the kitchen.

At a formal restaurant or banquet, food should be presented to guests in the following order:

a. guest of honor,
b. female guests,
c. male guests,
d. hostess,
e. host.

1. Dishes can be presented to guests in the order of their seats, starting at the host's right (guest of honor;

2. Dishes may be presented in order of seniority, starting with the most influential and proceeding down to the
least prominent guest.

3. The food service attendant should know the order of service ahead of time, he/she should coordinate with the
host.

4. In restaurants, most groups include neither guest of honor nor hosts, so the meals will simply be served first to
the women, then to the men.

5. In addition to that, in some dining situations wherein children are involved, children are usually served first
before the ladies.

From the Left

In general, the diner is approached from the left for three purposes:

1. To present platters of food, from which the waiter will serve or the diner will help herself/himself; this is used
in Russian service.
2. To place side dishes such as vegetables or dinner rolls;
3. To clear the side dishes, those were placed from the left.

NOTE:

The reason most often given for this is most people are right handed. So, for example, when a waiter must use his
right hand to serve from a platter, it is least intrusive if he stands to the left. This way, the platter can be held
safely away from the guest as the waiter leans forward (slightly) to reach her plate. And, in the case of placing
side dishes, it makes most sense to put them to the side which is less in focus, leaving the right side free for the
main dish.

And from the Right

1. These days it is nearly universal practice, even in very formal circumstances, for food to arrive already arranged
on the plate (Plated Service). Pre-plated food (except for side dishes), as well as empty plates and clean utensils
brought in preparation for upcoming courses, are always placed from the guest's right side. At the end of the
course, these plates are also cleared from the right.

Note: It is also approved by the social custom to serve all foods from the left and beverages from the right. For the
standard operating procedure of the establishment, the management may choose one from the two approaches.
(see Arduser and Brown, The Waiter, Waitress and Wait staff Training handbook, pp 66 -67).
2. Wine (and all beverages) are presented and poured from the right. This is a logical approach, since glassware is
set above and to the right of the guest's plate, and trying to pour from the left would force the server to reach in
front of the diner.

Clearing Order
Just as the ideal of service is to present each course to the entire party at once, it is best to clear the plates at
the same time, too. It has become common for waiters to remove plates as each guest finishes, in violation of this
rule of serving etiquette, perhaps because it can be interpreted as extreme attentiveness on the part of the
waiter. Nevertheless, the rule holds firm. (Your trainer will demonstrate how to clear the plates from the table).

ALWAYS REMEMBER
1. Drinks should be served first. In serving drinks, a bar tray or round tray is used.
2. After order taking, be sure to set up utensils needed for the courses ordered before serving them. Rectangular
tray is used to serve foods.
3. Foods are served in the following order:
a. appetizer
b. soup (served with rolls)
c. salad
d. main course
e. dessert
f. after dinner drinks (coffee or tea)
4. Serving wine could be done:
a. before meal ( aperitif)
b. during meal (complement with main course)
c. after meal ( dessert wine)
5. Before presenting the bill, ask for any additional order first.
6. Presenting the bill should be done immediately after the guest asked for it. The waiter should mention the
amount received from the guest, for example, Sir, I received P5000.00, please wait for your change.
7. Water glass should not be removed while the guest is on the table. Continue service by pouring water.
8. Send the guest off and wish them to come back.

JOB DESCRIPTION OF THE FOOD AND BEVERAGE SERVICE ATTENDANT

JOB TITLE : Food and Beverage Service Attendant

PLACE OF WORK : IS Cafe

GENERAL DUTIES : To work in the assigned station and keep up the standard of service and cleanliness of the
restaurant.

HOURS OF WORK : According to the schedule of duty.

RESPONSIBLE TO : Captain/ Hostess

RESPONSIBLE FOR : Busboy/ Busgirl

MAIN DUTIES : - Take and serve food and beverage orders.

- Keep up the standard of the service.
- To report any incident to the captain waiter.
- To change the linen.
- To set up the restaurant.
- Collection of storeroom requisition.
- Any other duties assigned by the Manager.

ACTIVITY NUMBER SEVEN

Using the menu listed below set up the table and serve the guest. After serving the guest, present the bill and
reset the table for the next guest.

Appetizer : Oyster in Asian Style

Soup : Cream of Asparagus
Salad : Tossed Green Salad with Thousand
Island Dressing

Main course : Pork Belly in Apple Sauce

Dessert : Hummingbird Cake

Beverages : Coffee

Wine
Water

Candidate name:
Assessor name:
Demonstration & Questioning: Providing Food and Beverage Services
Qualification: Food and Beverage Services NC II
Date of assessment:
Time of assessment:
Instructions for demonstration

Given the necessary materials, tools and equipment, the candidate must be able provide food and beverage
service to a specific guest.
Materials and equipment (Please refer to the Module)
to show if evidence is demonstrated
During the demonstration of skills, did the candidate: Yes No N/A
1. Greet the guest - acknowledge the arrival of the guest*
2. Determine the status of the guest / Suggest a proper table
3. Escort the guest to the preferred/reserved table.
4. Assist the guest in seating (pull the chair gently and push back carefully).
5. Unfold the napkin and placed on the guests lap.
6. Pour water properly on the water goblet.
7. Present the menu on the proper side open and present smartly.
8. Give time for the guest to choose items from the menu.
9. Apply suggestive selling techniques.

 10. Take orders in proper sequence.

11. Repeat the orders.
12. Serve the beverages properly.
13. Rectify the set up according to orders.
14. Serve foods properly.
15. Ask guest for additional orders.
16. Clear tools and utensils as needed.
17. Present the bill correctly.
18. Assist the departing guest.
The candidates demonstration was:
Not Satisfactory Satisfactory

ACTIVITY NUMBER EIGHT

Read the story about the waiters nightmare and discuss with the group the positive and negative traits showed by
the food and beverage service attendant. Your trainer will instruct you to narrate the story and he will ask for
some explanations pertaining to the waiters performance.
Use the form below in assessing the waiters performance.
Strengths (positive traits of waiter)
1. ______________________________________
2. ______________________________________
3. ______________________________________
4. ______________________________________
5. ______________________________________
6. ______________________________________
7. ______________________________________
8. ______________________________________
9. ______________________________________
10. ______________________________________
Weaknesses (negative traits)
1. ______________________________________
2. ______________________________________
3. ______________________________________

4. ______________________________________
5. ______________________________________
6. ______________________________________
7. ______________________________________
8. ______________________________________
9. ______________________________________
10. ______________________________________
Course of Actions (areas for improvement & how to improve them)
1. ______________________________________
______________________________________
______________________________________

2. ______________________________________
______________________________________
______________________________________
3. ______________________________________
______________________________________
______________________________________

A WAITER'S NIGHTMARE

I had a group of six who had been drinking before they got to us. They were greeted and seated and menus handed
to each of them. A colleague, who had teamed up with me for the evening, brought one order of bar-drinks to
them.
I took their dinner and wine order at the same time. They ordered a bottle of Free mark Abbey Merlot and I served
the wine. None in the group wanted an appetizer or salad as such. All they ordered was one course. They told me
several times "We aren't hungry, we have been snacking all day!" This did not bother me. I get this, on and off,
that people come in for an appetizer only, or dessert and occasionally just for drinks.
I posted their order on the pick-up-wheel in the kitchen and took care of my other tables. Within twenty minutes
their food-order was prepared and I served it. There were: An angel hair pasta with pesto sauce, a Caesar salad, a
duck salad, a cup of asparagus soup, a shrimp cocktail and a regular tossed salad.

One of the customers ordered more wine and a round of cocktails at the same time. I checked with these guests
twice as they were eating their meal. This was nothing else but the normal routine, to see if everything was right
and according to their wishes. They seemed to be happy with their food.

However, then, as I walked by again, one guest grabbed my arm and got all my attention. For two reasons: One, I
was carrying a tray filled with food for another table, which I nearly dropped; Two, he didn't let go till I told him
to take his hands of me. It was the fellow who had had the duck salad.

He did not apologize for his rude behavior but pointed at a single little piece of meat left on his plate. "This is no
duck! That's beef!" He argued.

"This has to be a joke." I thought and, "His timing is certainly off!" But he was serious. He was persistent and
repeated the question "How come, you pass beef of as duck?" several times in a loud voice, which drew the
attention of all the surrounding tables. I gathered "This is no joking matter anymore." I tried to get out of the by
the guest anticipated argument. Whether this tiny piece of meat came from one two legged or a four hoofed farm
animal did not even matter to me right then. What mattered was, that I did not want to get into any argument. I
said therefore, "Let me take this back to the kitchen and check with the chef." So I did.
The talk in the kitchen was one-sided. The chef thought I was trying to pull his leg. He told me "I do not think it is
funny!" When he realized that I indeed had a guest who insisted that the meat used in the duck salad, was beef
and not duck, our chef lost his even temper. To escape harms way and flying frying pans. I decided at once to
leave the kitchen and the infallibly all mighty chef.
At the complaining guest's table I translated the chef's words into: "I'm sorry to hear you are unhappy. Still, the
salad must have tasted good. You did eat it, all of it but one little scrap. I checked with the chef and let me assure
you we don't use substitutes. Our duck salad is made with duck breast."

"Don't give me this b.s., that was beef and I want to know why there is beef in the duck salad?" The customer was
stubborn. To resolve the problem, which was not the salad anymore, but to have to argue with a guest, I went one
step further. "Sir if I take this salad off your check, will this satisfy you?" I thought I heard a "Yes!"

So that is what I did. I took the salad in question off the guest's check. (Where I worked at the time, we were
allowed to mark items which were unsatisfactory as N/C on the check. N/C standing for no charge. This was within
the policy the guest is always right.)
I thought it was handled correctly. And therefore I was under the impression that there would be no further

problems with this table. The guests sounded happy, making jokes and laughing. I was getting busy with other
tables. Less than half an hour after I had successfully solved the duck salad problem, at least so I thought, they
called me over to their table.

Now the same fellow who had the duck salad earlier started over again with his earlier question: "Why did you put
beef into my duck salad?" Politely I reminded the guest that I thought we settled this. He did not want to listen.
Nevertheless, he kept on telling me and everybody who wanted to hear it all sorts of things. None had anything to
do with me or the restaurant. I noticed this fellow had enough to drink.
When he ordered another drink, I decided to serve this troublemaker no more booze. I also went to add up this
table's check. They paid up and there was no problem.

A short while later, a certain customer walked up to the bar, where the chef was talking to the bartender. The
drunk fellow did not wait but butted into the conversation. He told the bartender to give him a drink. Then looking
at the chef said, "So you are the cook who replaced the duck with beef in my salad?" The chef was speechless first.
After the guest added, "Aren't you or who did it?" the chef was trying to defend himself. The bartender was on the
chef's side. And the guest who was feeling no pain was enjoying his position accusing both of conspiring against
him. I heard them arguing. It would have been funny, but it was not the way the guest relationship in a fine
restaurant should be. The bartender told me to put another drink onto the guest's bill. So I advised him, "This
gentleman behaves like he had had enough to drink!"

I barely finished saying, what I was saying. The bartender, with a smooth backhand, swiped the guest's glass from
right in front of him. The guest looked angry at me. However, without argument he followed my suggestion "Sir!
Kindly go back to your table to your group of people! You had enough to drink! I am sorry but we are not going to
serve you any more alcohol tonight."
The group was leaving. Five of the six were leaving. The bartender had gone to the bathroom and returning to his
bar found my guest behind his bar. Our bartender called me to witness the situation. He was ready to get his hands
on this s.o.b. and he expressed, "It will be my pleasure to eighty-six this fellow from behind my bar!"

I cautioned the bartender not to overreact and asked him to let me deal with the situation. With an angry voice I
told my guest off: "Sir! I want you to leave this establishment right now!"

"I want you out of this door and don't come back until you are sober!" I saw him hesitating, so added: "If you don't
go right now. I shall call the police to remove you from our restaurant!" He looked in my direction. His face

reflected surprise, recognition, and suddenly enlightenment changed his facial impression. I knew he understood
now. He headed from behind the bar straight for the front door and out the same. He was in a great hurry.

I knew I had handled the situation the right way. This customer, who had interrupted the steady flow of the night's
business, finally had decided to leave at once. He had taken my advice and listened to me, so I thought. Until I
turned around and saw a smiling bartender reading the autographs on his baseball bat.

SUMMARY OF LEARNING OUTCOMES

At the end of this competency-based learning material, the learners are expected to meet the following learning
outcomes:

POST OPERATION

1. Report losses indicating the items and how they got lost.
2. Handle complaints by listening attentively to the guest
3. Refer guest complaints to supervisors or managers

4. Provide feedback to guest on action taken

5. Sanitize tables, chairs, and waiters station
6. Collect all silver wares, flat wares, glass wares, cutleries and the likes and place them in allocated storage
areas.
7. Provide information logbook to note the events of the day (e.g. service evaluation, handover, complaints,
action taken, sales of the day, etc).

ASSESSMENT CRITERIA

1. Equipment are stored and/or prepared for the next service in accordance with establishment procedures.
2. Restaurant/dining area is cleared, cleaned or dismantled in accordance with establishment procedures and
safety requirements
3. Re-set tables correctly for the next service in accordance with procedures and requirements.
4. Services are reviewed and evaluated with colleagues identifying possible improvements.

LEARNING EXPERIENCES

Activity
Special Instruction

LEARNING ACTIVITY 9

Prepare a summary of daily operation

see sample on the information sheet

INFORMATION SHEET
Clearing service equipment
After the operation, service equipment have to be in proper place. In arranging them, the following points will be
helpful:
1. Keep similar items together like table numbers, menus, salt and pepper shakers, and sugar bowl and creamer

jug.
2. Place all soiled linen according to their uses, napkin, table cloth and service cloths foe instance.
3. Empty ashtray for washing
4. Scrape off food particles, sort and throw away other rubbish before leaving items at the washing area to avoid
damage to waste disposal machine in case cutlery or paper are mixed with the rubbish.
5. Put saucers and plates in their own neat piles. Cups should be put together.
6. Wipe jars and other bottles or containers of condiments
7. Return bread rolls to the kitchen. Keep it covered to avoid flies and other insects.
Other equipment
1. Turn off cupboards, plate warmers, hot plates, refrigerated units, drinks chillers and urns when nit in use.
2. Wipe down surfaces and wash out food containers.
3. Leave hot equipment to cool before cleaning.
4. Wipe down trolleys.
5. Keep unused cutlery or tools on the store room or side station.
6. Sanitize tables and chairs then reset the table. In some restaurant, after cleaning the tables, they usually set
them up for the next day operation. Follow your establishments procedure.
7. Sanitize waiters station.

LOST TOOLS/ITEMS
Lost items and tools have to be reported to the immediate superior. Accomplish a form for lost item.

LOGBOOK
A summary of the operation has to be accomplished after each days operation. A normal report includes: date,
reporting time (if per shift schedule), staff on duty, staff off duty, summary of the operation (usually includes
unusual events happened and the course of action taken), sometimes includes the sales or number of guest being
served, time ended and the signature of the person who made the report
The logbook will be submitted to the Managers office for checking. At the start of the operation, the logbook will
be viewed by the manager to check the previous operation.
Sample format of a daily operation report (Water Hazard Bar Lounge, Warren Golf & Country Club, Singapore)
Date: _________________________
Time: _________________________

Staff on Duty:
1. ______________________________________
2. ______________________________________
3. ______________________________________
4. ______________________________________

Staff off duty:

1. _________________________________________
2. _______________________________________

Summary of the operation:

___________________________________________________________________________________________________
___________________________________________________________________________________________________
___________________________________________________________________________________________________
_______________________________________________________________________________________

Sales Report:
Food S$ _____________
Beverage _____________
Room Rentals _____________
Others _____________

TOTAL SALES S$ ____________

Time ended: ________________________________

___________________________________________
Name of the Peron who made the report and signature
ACTIVITYNUMBER NINE: Writing a summary of operation

Date: _________________________
Time: _________________________

Staff on Duty:
1. ______________________________________
2. ______________________________________
3. ______________________________________
5. ______________________________________

Staff off duty:

1. _________________________________________
2. _______________________________________

Summary of the operation:

___________________________________________________________________________________________________
___________________________________________________________________________________________________
___________________________________________________________________________________________________
_______________________________________________________________________________________

Sales Report:
Food P _____________
Beverage _____________
Room Rentals _____________
Others _____________

TOTAL SALES P ____________

Time ended: ________________________________

___________________________________________
Name of the Peron who made the report and signature

Self-Check
A. Match the cutlery names on the right to the correct shadow of the item of cutlery on the left.
General Range Name Choices
1.
A. Oyster Fork
2.
B. Butter Knife
3.
C. Cocktail Fork
4.
D. Tea Spoon
5.
E. Dinner Knife
6.
F. Coffee Spoon
7.
G. Soup Spoon
8.
H. Dinner Fork
9.
I. Fish Knife
10.
J. Dessert Fork
11.
K. Fish Fork
12.
L. Salad Knife

13.
M. Dessert Spoon

B. Match Column A with Column B

1. Dinner plate A. 12 diameter

2. Salad plate B. 6 diameter
3. Show/base plate C. 7 diameter
4. Fish plate D. 10 diameter
5. Dessert plate E. 8 diameter
F. 8 8.5 diameter

C. Identify the glassware names to the correct glassware item illustrated below. Write the letter only.

Glassware Names

A. Red Wine Glass

B. Champagne Flute
C. Champagne Saucer (Used for sparkling wines or for
serving some appetizers or sweets)
D. Irish Coffee glass
E. White Wine Glass
F. Carafe - 1/2 liter (for service of wine or water)
G. Tumbler or Water Glass
H. Cocktail or Coupe Glass
I. Fortified Wine Glass (Sherry, Port)

Glassware Responses

1_________
4_________
7________

2_________
5__________
8________

3_________
6__________
9________

D. Restaurant Service - Quiz

Try this quick quiz on areas of Restaurant Service.
Select the correct answer from the choices available.
1. The main features of a table d'hte menu are?
a. An Extensive list of dishes - individually priced
b. Limited choice of dishes - individually priced
c. Limited choice of dishes - set price
d. Extensive list of dishes - set price
2. When serving dessert, which of the following is the correct cover?
a. Cocktail spoon and fork
b. Dessert spoon

c. Entree knife and fork

d. Dessert spoon and fork

3. Spaghetti Marinara would have a:

a. Rich meat sauce
b. Hot tomato sauce
c. Seafood sauce
d. Bacon, onion and cream sauce
4. A mocha flavored dessert would be:
a. Coffee and wattle seed
b. Hazelnut and coffee
c. Chocolate and coffee
d. Custard and chocolate
5. When processing a cash payment for a customer, you should:
a. Return the change immediately
b. Ask if the change is a tip
c. Assume the change is a tip
d. Wait for the customer to ask for the change
6. What is the first step of greeting a guest on arrival at the restaurant?
a. Guest acknowledge
b. Escort the guest to table
c. Offer a pre meal drink
d. Obtain guests name and reservation
7. Suggestive selling is the process of:
a. Selling a suggestion to another person
b. Selling someone an unwanted product and/or service
c. Selling a product to an overseas visitor
d. Selling an additional product and/or service in a restaurant
8. If a customer ordered a steak medium rare, they would expect it to have a:
a. Hot pink centre
b. Warm red centre
c. Cool red centre
d. Warm pink centre

9. What are the duties of the Sommelier?

a. Liaise with the Chef
b. Greet and seat guests
c. Serve alcohol & non-alcoholic drinks
d. Prepares food at the guest table
10. The recommended aisle space to allow comfort, privacy and movement around the dining area in a restaurant
is?
a. 50 cms
b. 90 cms
c. 110 cms
d. 70 cms

ANSWERS TO SELF-CHECK

D. Restaurant Service - Quiz Answers

1. The main features of a table d'hte menu are? (d. Extensive list of dishes - set price)
2. When serving dessert, which of the following is the correct cover? (d. Dessert spoon and fork )
3. Spaghetti Marinara would have a: (c. Seafood sauce)
4. A mocha flavored dessert would be: (c. Chocolate and coffee)
5. When processing a cash payment for a customer, you should: (c. Return the change immediately)
6. What is the first step of greeting a guest on arrival at the restaurant? (a. Guest acknowledge)
7. Suggestive selling is the process of: (d. Selling an additional product and/or service in a restaurant)
8. If a customer ordered a steak medium rare, they would expect it to have a: (d. Warm pink centre)
9. What are the duties of the Sommelier? (Serve alcohol & non-alcoholic drinks)
10. The recommended aisle space to allow comfort, privacy and movement around the dining area in a restaurant
is? (b. 90 cms)
TRAINERS CHECK
PERFORMANCE STANDARDS COMPETENT NOT COMPETENT
1. Demonstrated ability to provide complete service within a restaurant in accordance with established systems
and procedures
2. Interacted positively with customers
3. Monitored the service process
4. Identified OH&S requirements and demonstrated safe practices

NOTE: FOR TRAINERS USE ONLY

PROVIDING FOOD AND BEVERAGE SERVICES

ASSESSMENT SUMMARY

Activity No. Rating % REMARKS

Satisfactory Not Satisfactory

Activity 1
Activity 2
Activity 3
Activity 4
Activity 5
Activity 6
Activity 7
Activity 8
Activity 9

Skill Test (70%)

Knowledge Test (30%)

Learners Current Competency

FINAL ASSESSMENT
COMPETENT

NOT COMPETENT

Date Checked: ___________________ Date Recorded: _________________

Trainees Name & Signature: ______________________________________

Trainers Name & Signature: _______________________________________

DEFINITION OF TERMS

1. BUSBOY - refers to the dining room helper and runner, title given to a Food and Beverage Service Attendant,
National Certificate I

2. BUSSED OUT - taking out soiled plates/dishes from the dining area to dishwashing area

3. CAPTAIN FOOD AND BEVERAGE SERVICE ATTENDANT - refers to the supervisor of The Food and Beverage Service
Attendant, also refers to Food and Beverage Service Attendant, National Certificate Level I.

4. COMMIS - refers to the category according to the extent of difficulty and complexity of skills and knowledge
required for the job.

5. DISH OUT - food taken from the kitchen to the dining area

6. FLAMBE - flamed with spirit or liqueur

7. FOOD AND BEVERAGE SERVICE ATTENDANT - refers to the workers assigned in the service of food and beverage
to the guests, also known as waiter.

8. GARNISH - an ingredient which decorates, accompanies or completes a dish. Many dishes are identified by the
name of their garnishes

9. HIGHBALL DRINK - is a tall drink consisting of a shot of specified spirit with mixers such as sodas, water, etc.
serve with cube ice in a highball glass

10. MENU - a list in specific order of the dishes to be served at a given meal

11. MISE EN PLACE - French term for having all ingredients in ready to use Preparation before service

12. PRE-DINNER - short mixed drinks that are basically dry in taste and are usually served before a meal to wet the
appetite

13. TABLEWARE - is a term recognized as embracing all items of flatware, cutlery, hollowware

14. FLATWARE - it denotes all forms of spoons and forks

15. CUTLERY refers to knives and other cutting implements

16. HOLLOWWARE consists of any item made from silver e.g. teapots, milk jugs, sugar, basins, oval flats

17. SILVERWARE - tableware made of solid silver, silver gilt or silver metal. Silver plate made from single strip of
plated metal

28. TABLE NAPKIN - an individual piece of linen which is used to protect the clothing or wipe the mouth during a
meal.

Other Terms Used :

A. Captain Waiter Chef de Etage

B. Chef a person who prepares food as an occupation in restaurant, private house, hotel
C. Dining Room Attendant Commis de Rang (busboy)
D. Director of Service Chef de Service
E. Head Waiter Chef de Salle
F. Waiter Chef de Rang/Demi Chef de Rang
G. Wine Steward Chef de Vin/Chef Sommelier

ACKNOWLEDGEMENTS

CONTRIBUTING INDUSTRY PROCEDURES AND OTHER MATERIALS

Barrio Fiesta, Ms. Anabel Talam, Manager SM City Bacoor, Philippines

Cabalen Restaurant, Mr. Jr. Ticman, Glorieta Makati, Philippines

Matabungkay Beach Resort and Hotel, Mr. Westin & Mr. Tobler Philippines
Maxs Restaurant - Philippines
Warren Golf and Country Club, Mr. Robert Tan, F&B Manager Choa CHu Kang Way, Singapore

Photographic locations

IS Caf ISHRM School System, Bacoor, Cavite, Philippines

OTHER REFERENCES

CBLM, F&B Services NCII 2006 - Mr. Orlando M. De Villa, TQ1/AQ1

Food and Drink Service, Roy Hayter
Mary Lians Manual for Hotel Catering Singapore
TESDA Training Regulations
POSTED BY THE VOYAGER AT 1:09 AM

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ABOUT ME

THE VOYAGER
VIEW MY COMPLETE PROFILE

FOOD AND BEVERAGE SERVICES NC II - CBLM

THIS MODULE CONTAINS INFORMATION AND LEARNING ACTIVITIES IN PROVIDING A LINK
BETWEEN KITCHEN AND SERVICE AREAS AND PROVIDING FOOD AND BEVERAGE
SERVICES. UPON COMPLETION OF THIS MODULE AND YOU FEEL CONFIDENT THAT YOU
HAVE HAD SUFFICIENT PRACTICE, YOU MAY REQUEST YOUR TRAINER TO ARRANGE AN
APPOINTMENT WITH A REGISTERED ASSESSOR FOR YOUR ASSESSMENT. THE RESULTS OF
THE ASSESSMENT WILL BE RECORDED IN YOUR COMPETENCY ACHIEVEMENT RECORD.

WEDNESDAY, JANUARY

14, 2009

Module Title: Providing Link Between Kitchen and Service Areas

HOW TO USE THIS COMPETENCY-BASED LEARNING MATERIAL

This is a Competency Based Learning Material for the Module PROVIDING A LINK BETWEEN KITCHEN AND SERVICE
AREAS.

This learning material contains activities for you to complete. It covers the knowledge, skills and attitudes
required to complete the competency.

You are required to go through a series of learning activities in order to complete each of the learning outcomes of
this module. In each learning outcome, Learning Elements and Reference Materials are available for your further
reading to assist you in the required activities. You are expected to accomplish all the required activities and to
answer the self-check after each learning element. Please note that you need to have 100% correct answers to
each self-check to pass the activity. You are required to obtain answer sheets, which are available from your
trainer or at the end of each learning element, to reflect answers for each self-check. If you have questions,
please do not hesitate to ask your facilitator for assistance.

Recognition of Prior Learning (RPL)

You may have acquired some or most of the knowledge and skills covered in this learning material because you

have:

Actual experience on the job;

Already completed training in this area.

BENEFITS OF RPL
- Gives credit for knowledge and experience
- Reduces duplication of learning
- Reduces costs of obtaining formal credentials
- Gives immediate feedback and determines which competencies need verification and testing
- Identifies training gaps
- Training (is individualized and results in a recognized certificate)
- Assists in professional development
- Allows for better use of time and resources
- Potentially saves on training costs

So, if you can demonstrate to your trainer that you are competent in a particular skill, you do not have to do the
same training again. Or, if you feel you have the skills, talk to your trainer about having them formally recognized.
You may also show your Certificates of Competence from previous training. And if your acquired skills are still
updated/relevant to the module, they may become part of the evidence you can present for RPL.

A Record of achievement is also provided for your trainer to fill-in upon completion of this module.

This module was prepared to help you achieve the required competency in providing a link between kitchen and
service areas, food and beverage services and room service. It will serve as a source of information for you to
acquire the required knowledge and skills for Food and Beverage Services (NC II), with minimum supervision or
help from your trainer. This material will aid you in acquiring the competency at your own pace, independently.
To achieve the full benefit of this module:

Talk to your trainer and agree on how you will both organize your training on this unit. Read through the
Competency Based Learning Material carefully. It is divided into sections which cover all the skills and knowledge
you need to successfully complete this module.

 Most probably, your trainer will also be your supervisor. He/She will be there to support and show you the
correct way to do things. Ask for help if you need one.

Your trainer will tell you about the important things you need to consider when doing the activities. It is
important you listen and take notes.

You will have plenty of opportunities to ask questions and undergo rigid practice. This will help you in achieving
competency in your new skill. Ample practice will improve your speed, memory and confidence.

Talk with more experienced colleagues and ask for guidance.

Answer self-checks at the end of each section to test your own progress.

When you finished each element and feel that you are ready, demonstrate the activities outlined in the learning
material to your trainer.

As your work through the activities, your trainer will be taking note of your performance. He/She will be
providing feedback on your progress. Your readiness for assessment will be reflected in his/her report, if and when
you have successfully completed each element.

UNIT OF COMPETENCY: PROVIDE A LINK BETWEEN KITCHEN AND SERVICE AREAS

MODULE TITLE: PROVIDING A LINK BETWEEN KITCHEN AND SERVICE AREAS

Introduction

This module contains information and learning activities in providing a link between kitchen and service areas like
dining outlet, buffet function, and guestroom.

Upon completion of this module and you feel confident that you have had sufficient practice, you may request
your trainer to arrange an appointment with a registered assessor for your assessment. The results of the
assessment will be recorded in your Competency Achievement Record.

Summary of Learning Outcomes:

At the end of this module, the learners are expected to meet the following learning outcomes:

1. Monitor kitchen service points to ensure prompt pick-up of food items.

2. Check service wares for chip marks, spills and drips.
3. Carry plate/trays safely according to hotels standards.
4. Transfer foods promptly and correctly to the appropriate service points.
5. Advice colleagues promptly about items ready to be served.
6. Identify additional items required from the kitchen through monitoring of service areas and consultation with
other colleagues.
7. Remove used items from service areas promptly and bring them to the cleaning area safely.
8. Dispose left-over foods and disposable items in accordance with hygiene practices and enterprise regulations.
9. Dispose recyclable items in accordance with local regulations and enterprise practices.

Assessment Criteria:

Competency in this unit must be assessed through direct observation of the following:

1. Kitchen service points are attended to and monitored to ensure prompt pick up of food items based on
establishment policy.

2. Quality of food is checked in accordance with establishment standards.

3. Service ware is checked for chips, marks, spills, and drips.

4. Plates and/or trays are carried out safely.

5. Food is transferred and placed promptly at the appropriate service point in accordance with safety
requirements.

6. Colleagues are advised promptly regarding readiness of items for service.

7. Customary items required from the kitchen are identified through monitoring of service areas and consultation
with other service colleagues

8. Used items are promptly removed from service areas and safely transferred to the appropriate location for
cleaning

9. Leftover food and disposables are disposed of in accordance with hygiene regulations

LEARNING EXPERIENCES

Learning Activities
Special Instructions

LEARNING ACTIVITY ONE

Analyze the workflow of a busboy

Refer to the information sheet pages 6 to 9 of this module.

LEARNING ACTIVITY TWO

Loading the tray

Given the necessary tools & materials, arrange them on the oval tray. Refer to the instruction sheet page 10.

LEARNING ACTIVITY THREE

Clean store tools

Given the necessary tools & materials, demonstrate how to clean and store them. Refer to the information sheet
pages 12 to 17.

LEARNING ACTIVITY FOUR

Transfer foods to service areas

Given the necessary tools & materials, demonstrate how to transfer foods/tools to service points. Refer to the
information sheet pages 19 to 20.

LEARNING ACTIVITY FIVE

Film showing: Provide link between kitchen & Service Area

Watch a video presentation about providing a link between kitchen and service area. Accomplish the sheet
provided.

LEARNING ACTIVITY SIX

DEMONSTRATE: Provide link between kitchen & Service Area
Every procedure must be checked against the competency standards.

LEARNING OUTCOME NUMBER ONE

Monitor Kitchen Service Points to Ensure Prompt Pick-up of Food Items

INFORMATION SHEET

A bus person or busboy is a person in-charge in transferring food from the preparation area to the service areas.
He also in-charge of clearing soiled dishes and washing them. A well-trained bus person is necessary to provide
effective and efficient service to customers.

LOADING TRAYS

Load food trays with the heaviest entre nearest to your body so that you can use your body in balancing the tray.
Plates that will be brought to the service area should never be stacked; if needed use two trays.

In arranging foods on the tray, larger and heavier dinner plates and dishes are to be placed in the center, the
lighter towards the edges. Cups should not be placed on the saucers. Hot dishes should not touch the cold dishes.

POINTSTO REMEMBER

1. Before leaving the kitchen, check to see that all foods and necessary serving tools for the course are on the
tray.
2. Ensure that the tray is clean.
3. Load heavier items in the center of the tray.
4. When stacking dishes with covers, dont stack more than four high. Dont overload the tray.
5. In carrying a large tray, place it on a tray stand. Bend the knees and pull the tray gently towards the shoulder.

SELF CHECK

Answer the following questions. Check you answers using the key on the next page.

1. A person whose task is to transfer food from the kitchen going to the service areas.

A. waiter
B. busboy
C. host/hostess
D. supervisor

2. What is the proper way of lifting the tray?

A. bend the body

B. bend the knees
C. pull towards the shoulder
D. ask assistance from colleagues

3. How are you going to load the tray?

A. Place heavy load near the shoulder of the waiter who will carry the tray
B. Place heavy load in the middle of the tray
C. Place heavy load at the outermost part of the tray
D. Place the heavy load towards the edge of the tray

4. How many piles of plates with cover are allowed to carry in a tray?

A. one
B. two
C. three
D. four

5. What will you do to the cups and saucers before transferring it to the dishwashing area?

A. remove the from the saucers

B. allow the cups over the saucers
C. bring them separately
D. place the cups upside down over the saucers

NOTE: DO NOT TURN TO NEXT PAGE UNLESS YOU ARE TOLD TO DO SO

ANSWER KEY

1. B

2. B

3. B

4. D

5. A

ACTIVITY ONE: Using an arrow, show how a busboy will transfer the tray from the kitchen to the service stations

ACTIVITY TWO:

Given the following tools and equipment:

1 oval tray
1 tray stand
6 dinner plates (should be fitted with the plate cover)
6 plate covers

TASKS: DEMONSTRATE THESE TO YOUR TRAINER

1. Properly arrange three plates on the oval tray

2. Place plate cover

3. Place the remaining three plates over the plate cover

4. Place plate cover again

5. Lift the tray without clattering of the plates

Procedures in lifting the tray

a. bend the knees

b. pull the tray towards your shoulder

c. balance on your palm and shoulder

d. keep you body straight, then stand up and pick up the tray stand

_______ COMPETENT __________ Date

_______ NOT COMPETENT __________ Trainee

LEARNING OUTCOME NUMBER TWO

Familiarize & check Service wares for Chip marks

INFORMATION SHEET
Cleaning and storage
Crockery

Cleaning
1. Most chinaware is washed in the dishwashing machine.
2. Care must be taken with expensive or larger items which may need washing by hand.
3. All chinaware must be rinsed at 77 degrees Celsius either in the washing machine or by hand.

Storage
1. Crockery is stored on shelving in the kitchen.
2. Excess crockery is placed in storage ready for use when needed.
3. Cups and saucers are usually placed on top of the espresso machine;
4. Some side plates are kept in the sideboard ready for service.
5. Do not use any crockery that is cracked or chipped.

CUTLERY

Dinner knives
Dinner forks
Salad knives
Salad forks
Fish knives
Fish forks
Soup spoons
Dessert spoons

a. b. c. d. e. f. g. h. i. j.

a. teas spoon
b. soupspoon
c. bread and butter knife

d. salad fork
e. salad knife

Cleaning

1. Glasses are washed separately using a non-oil based detergent.

2. Rinse at 77 Celsius and polish all glasses except beer glasses. Hand wash crystal glasses and do not polish the
glass by holding the stem.

3. Glassware that needs to be polished should be handled properly. Get a clean cloth, place on the left hand, hold
the stem on your left hand then polish the glass with your right hand in circular motion (this will be demonstrated
by your trainer).

Storage
Store inverted on plastic racks or shelves usually in the bar or dispense bar.

The term dishwashing refers to cleaning eating and cooking utensils, in addition to dishes.
Dishwashing requires an implement for the washer to use, unless done using an automated dishwasher. Commonly
used implements include:
1. sponges,
2. scourers,
3. cloths,
4. brushes or even steel wool when tackling particularly intransigent stuck-on food particles.
5. Dishwashing detergent (aka "washing up liquid") is also generally used. But in principle all that is required is
water.
6. Rubber gloves may be worn when washing dishes in hot water.
There are two basic guiding principles. Principle one is "Clean Before Dirty" (CBD), and Principle two is "Small

Before Large" (SBL).

CBD means you wash the cleanest -- e.g. the least dirty dishes -- before the dirtiest ones. For example: always
do the glassware first while the water is clean. That way you will not get greasy smears on the glasses.
SBL is aimed at making stacking easier. Place all the small items underneath and the large items stacked on top.
Place everything upside down to aid draining.
Use water that is as hot as you can stand; it makes cleaning easier and draining quicker.
Dishes with baked-on stains should be pre-soaked if possible.

Sanitizing
An automated dishwasher
These are some steps to sanitize dishes.
1. Scrape & rinse to remove visible food particles.
2. Soak items briefly in soapy warm water, scrub, sponge.
3. Rinse in clean water to remove soap.
4. Rinse in dilute bleach solution (50-100 parts per million chlorine; about 2ml of 5% bleach per litre of water,
approximately one capful bleach per gallon water).
5. Allow to air dry.
Most institutions have a dishwashing machine which sanitizes dishes by a final rinse in either very hot water or a
chemical sanitizing solution (e.g. bleach solution). Dishes are placed on large trays and fed onto rollers through
the machine.
While not environmentally friendly, the use of bleach is critical to sanitation when large groups are involved: it
evaporates completely, is cheap and kills most germs. Cabinets, refrigerators, countertops and anything else
touched by people in a large group setting should be periodically wiped or sprayed with a dilute bleach solution
after being washed with soapy water and rinsed in clean water.
Soap and water gets it clean, bleach solution sanitizes it.

Dishwashing liquid is a detergent used to assist in dishwashing. It is also known as dishwashing soap or dish soap,
and washing-up liquid in the UK. It is usually a highly-foaming mixture of surfactants with low skin irritation, and is
primarily used for hand washing of glasses, plates, cutlery and cooking utensils in a sink or bowl.

Dishwashing Liquid:
1. In Britain, popular brands include Fairy Liquid (made by Procter & Gamble, invented in the 1950s on the basis of
lanolin-friendly detergents).

2. In the United States, popular brands include Palmolive[1], made by the Colgate-Palmolive Company, and
Dawn[2], Joy[3], and Ivory[4], all made by Procter & Gamble.
Most people rinse the soap off the dishes after washing them, although some leave the soap to dry on the dishes.
A dilute combination of dishwashing liquid with water is often used when blowing soap bubbles.

SELF-CHECK

Answer the following questions. Check you answers using the key on the next page.

1. What is the proper temperature in washing glasses?

a. 77 Celsius
b. 78 Celsius
c. 79 Celsius
d. 80 Celsius

2. What is the size of show plate in inches?

a. 10
b. 11
c. 12
d. 13

3. Where should you place the glasses after washing them?

a. cabinet
b. box
c. glass rack
d. bar counter

4. What is the measurement of dinner plate in inches?

A. 12
B. 11
C. 10
D. 9

5. What is the measurement of fish plate inches?

A. 8
B. 8.5
C. 9
D. 19

NOTE: DO NOT TURN TO NEXT PAGE UNLESS YOU ARE TOLD TO DO SO

ANSWER KEY

1. A
2. C
3. C
4. C
5. A

ACTIVITY THREE

CLEAN & STORE TOOLS

Apply the techniques taught by your trainer in cleaning and storing table appointment.

TASKS COMPETENT NOT COMPETENT

1. Cleaning and storing glassware

2. Cleaning and storing chinaware

3. Cleaning and storing flatware

Rating: ________________________________

Date: _________________________________

Trainees Signature: _____________________

LEARNING OUTCOMES NUMBER THREE & FOUR

Carry plates/trays safely according to the hotels standards / Transfer foods promptly and correctly to the
appropriate service points.

INFORMATION SHEET

This part will discuss the roles of the "food runner" in food and beverage operations.
Transfer the tray from food preparation area to the food service areas.

STEP ONE: Follow the steps in lifting the tray (refer to the previous topics).

STEP TWO: Carry the tray on your left hand. The right hand will be used to open door & keep the tray safe by
blocking unexpected disturbance.

STEP THREE: Maintain the proper posture. The body should be straight while carrying the tray to avoid imbalance.

STEP FOUR: Walk towards the EXIT door (be sure to exit at the right door to avoid crossing with other food service
personnel).

STEP FIVE: Place the tray to the service station.

Examples of service areas:
Waiting stations

Buffet areas

Kitchen service area

Room service collection

ACTIVITY FOUR

Carry plates/trays safely according to the hotels standards / Transfer foods promptly and correctly to the
appropriate service points.
.

TASKS COMPETENT NOT COMPETENT

1. Transfer plates/tray to service station

2. Transfer plates/food pan to buffet station

Date: _______________________________

Rating: ______________________________

Trainees Signature: ____________________

LEARNING OUTCOME NUMBERS FIVE AND SIX

- Advice colleagues promptly about items ready to be served.
- Identify additional items required from the kitchen through monitoring of service areas and consultation with
other colleagues.

INFORMATION SHEET

Below is the job description of the bus person. These are the tasks that the bus person must accomplish as primary
duties.

JOB DESCRIPTION

JOB TITLE : Busboy

PLACE OF WORK : IS Cafe
GENERAL DUTIES : Mise-en-place of service stands and pantry service stands and tables.

HOURS OF WORK : According to the schedule of duty.

RESPONSIBLE TO : Captain/ Hostess and Waiter/ Waitress
RESPONSIBLE FOR : Not Applicable
MAIN DUTIES : - Mise-en-place of service stands and
trolleys.
- Preparation of condiments.
- Cleaning of silverwares and glassware.
- Refilling and cleaning of salt and pepper shakers.

- Arrange mise-en-place of tables.

- Assisting the waiter in service.
- Picking up food from the kitchen.
- Opening and closing duties as per instructions.
- Constantly changing of ashtray.
- Any other duties assigned by the Manager.

There are tasks that are not explicitly enumerated above which are parts of the bus persons daily tasks. This is
how a bus person communicates to his colleagues with regards to the operation.

The video that will be shown by your trainer will help you understand the whole process.

ACTIVITY FIVE
Film Showing: Providing a Link Between Kitchen and Service Areas

Write your observation on the video shown by your trainer pertaining to providing link between kitchen and service
areas.

___________________________________________________________________________________________________
___________________________________________________________________________________________________
___________________________________________________________________________________________________
___________________________________________________________________________________________________
___________________________________________________________________________________________________
___________________________________________________________________________________________________
___________________________________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________________________________
_____________________________________________________________________________________________
___________________________________________________________________________________________________

_____________________________________________________________________________________________

___________________________________________________________________________________________________
_____________________________________________________________________________________________

___________________________________________________________________________________________________
_____________________________________________________________________________________________

LEARNING OUTCOMES NUMBER SEVEN AND EIGHT

A. Remove used items from service areas promptly and brings them to the cleaning area safely.
B. Dispose leftover foods and disposable items in accordance with hygiene practices.

INFORMATION SHEET

The food service attendant clears the soiled dishes and places them on the tray near the service station.

From the service station or waiters station, the bus person will bring them to the dishwashing areas.
Proper bussing out of soiled dishes / items and transferring of then from service areas to the dishwashing area
STEPS IN BUSSING OUT DISHES
STEP ONE: The busboy will help the food service attendant to clear the soiled dishes from the table.
PROCEDURES:
1. Remove the silverware first and put them all together on one side of the tray.
2. Remove all the glassware and place them on the other side of the tray.
3. Remove all the large plates, then the smaller ones and place them in the center of the tray.
4. Next remove the cups and saucers; place them on the side of the tray.
5. Cups should be stacked such the handles are opposite direction.
6. Try to avoid overloading the tray to prevent unnecessary accidents or breakages.
7. Remember not to file heavy and big pieces on top of smaller ones.

8. Soiled linen should be removed separately on a cart specially for linen.

STEP TWO: Place them on the tray located at the service station or near to the table being cleared.
STEP THREE: After loading soiled dishes, lift the tray and bring them to the dishwashing area.
Follow these steps:

1. Check if the soiled items are properly placed on the tray.

2. Tray should be held up by placing the center of the palm near the center of the heavy tray.
3. Do not bend the back. Bend only the knees.
4. Carry the tray on the shoulder height, and walk smartly with your head up.
5. Lift the tray (see the procedure in lifting the tray)
6. Bring the tray to the dishwashing area.
7. Be careful when putting down the loaded tray of soiled dishes to avoid breakages.
8. Unload the tray
9. Place the tools properly. In stacking plates, follow the decoy system.
10. Dispose left over foods.
11. Keep other materials that could be recycled.

ACTIVITY SIX
Actual Demonstration: Provide a Link Between Kitchen and Service Areas

Note: Actual Demonstration of tasks in the following Service Areas:

a. buffet area (using chafing dishes) C NC

- prepare mise-en-place

- transfer food from kitchen to buffet area

- refill food

- clean buffet area

b. dinning area (using the oval tray)

- prepare mise-en-place in the service station

- transfer food to the service station

- assist waiter in serving foods

- clear table

- transfer soiled dishes to dishwashing area

TRAINERS CHECK

PERFORMANCE STANDARDS COMPETENT NOT COMPETENT

1. Maintained food cleanliness

2. Followed establishments procedures in handling and carrying food

3 Followed legislative rules & regulation

NOTE: FOR TRAINERS USE ONLY

PROVIDING A LINK BETWEEN KITCHEN AND SERVICE AREAS

ASSESSMENT SUMMARY

Activity No. Rating % REMARKS

Satisfactory Not Satisfactory

Activity 1
Activity 2
Activity 3
Activity 4
Activity 5
Activity 6

Skill Test (70%)

Knowledge Test (30%)

Learners Current Competency

FINAL ASSESSMENT
COMPETENT

NOT COMPETENT

Date Checked: ___________________ Date Recorded: _________________

Trainees Name & Signature: ______________________________________

Trainers Name & Signature: _______________________________________

DEFINITION OF TERMS

1. BUSBOY - refers to the dining room helper and runner, title given to a Food and Beverage Service Attendant,
National Certificate I

2. BUSSED OUT - taking out soiled plates/dishes from the dining area to dishwashing area

3. CAPTAIN FOOD AND BEVERAGE SERVICE ATTENDANT - refers to the supervisor of The Food and Beverage Service
Attendant, also refers to Food and Beverage Service Attendant, National Certificate Level I.

4. COMMIS - refers to the category according to the extent of difficulty and complexity of skills and knowledge
required for the job.

5. DISH OUT - food taken from the kitchen to the dining area

6. FLAMBE - flamed with spirit or liqueur

7. FOOD AND BEVERAGE SERVICE ATTENDANT - refers to the workers assigned in the service of food and beverage
to the guests, also known as waiter.

8. GARNISH - an ingredient which decorates, accompanies or completes a dish. Many dishes are identified by the
name of their garnishes

9. HIGHBALL DRINK - is a tall drink consisting of a shot of specified spirit with mixers such as sodas, water, etc.
serve with cube ice in a highball glass

10. MENU - a list in specific order of the dishes to be served at a given meal

11. MISE EN PLACE - French term for having all ingredients in ready to use Preparation before service

12. PRE-DINNER - short mixed drinks that are basically dry in taste and are usually served before a meal to wet the
appetite

13. TABLEWARE - is a term recognized as embracing all items of flatware, cutlery, hollowware

14. FLATWARE - it denotes all forms of spoons and forks

15. CUTLERY refers to knives and other cutting implements

16. HOLLOWWARE consists of any item made from silver e.g. teapots, milk jugs, sugar, basins, oval flats

17. SILVERWARE - tableware made of solid silver, silver gilt or silver metal. Silver plate made from single strip of
plated metal

28. TABLE NAPKIN - an individual piece of linen which is used to protect the clothing or wipe the mouth during a
meal.

Other Terms Used :

A. Captain Waiter Chef de Etage

B. Chef a person who prepares food as an occupation in restaurant, private house, hotel

C. Dining Room Attendant Commis de Rang (busboy)

D. Director of Service Chef de Service

E. Head Waiter Chef de Salle

F. Waiter Chef de Rang/Demi Chef de Rang

G. Wine Steward Chef de Vin/Chef Sommelier

ACKNOWLEDGEMENTS

CONTRIBUTING INDUSTRY PROCEDURES AND OTHER MATERIALS

Barrio Fiesta, Ms. Anabel Talam, Manager SM City Bacoor, Philippines

Cabalen Restaurant, Mr. Jr. Ticman, Glorieta Makati, Philippines
Matabungkay Beach Resort and Hotel, Mr. Westin & Mr. Tobler Philippines
Maxs Restaurant - Philippines
Warren Golf and Country Club, Mr. Robert Tan, F&B Manager Choa CHu Kang Way, Singapore

Photographic locations

IS Caf ISHRM School System, Bacoor, Cavite, Philippines

OTHER REFERENCES

CBLM, F&B Services NCII 2006 - Mr. Orlando M. De Villa, TQ1/AQ1

Food and Drink Service, Roy Hayter
Mary Lians Manual for Hotel Catering Singapore
TESDA Training Regulations
POSTED BY THE VOYAGER AT 12:40 AM

4 COMMENTS:

1.
Ileona S. SeorJune 30, 2010 11:52 PM
. : dis module helps a lot to as esp. to us HRM student.. salute 2 da 1 hu made it.. :)
Reply

2.
gnejbondDecember 5, 2010 12:15 AM
Thank you so much!
Reply

3.
TrundzJuly 25, 2011 12:01 AM
This free reviewer on Food and Beverages Services NC II assessment could be of help:
http://fbsreviewer.blogspot.com/
Reply

4.
TrundzJuly 25, 2011 12:04 AM

Free

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