Table Reservations
of interest. For example, we might ask
Taking Reservations
Ø Before you take a reservation, make sure you know the
answers to the questions you are likely to be asked:
P What kind of cuisine do you offer?
P What style of menu do you offer?
P Do you accept credit cards? Which ones?
P When are you open? For both lunch and dinner?
P Are children welcome?
P Can you cater for disabled people in
wheelchairs?
P Are you air-conditioned?
P Do you have car-parking facilities?
P Do you cater for functions?
P How do I find your establishment?
Receiving the Inquiry
£ Telephone
£ Fax
£ Email
£ Walk in
£ Internet
P Venue’s Website
P 3rd Party Website
£ Other venue referrals
£ Personal referrals
£ Repeat business
Sales Techniques Used to Take Reservations
Ø Upselling
P How it works
— This sales technique starts the selling
process at the lowest priced item and
then sells up to the next level and then
the next, until the customer chooses the
level and price of product or service
they require (and with which they are
comfortable), based on the features
described and the perceived value.
P When to use it
— This works well when potential
customers have indicated they are not
sure what they want but are looking for
something “special” (i.e. are booking
for a birthday celebration, anniversary,
etc.)
Ø Down Selling
P How it works
— Down selling is essentially the opposite
of upselling; we start at the most
expensive item and work down to the
lowest price until the customer chooses
the products or services they are
comfortable with.
P When to use it
— This also works well when a potential
customer indicates they are not sure
what they are after, but gives us clues
that value and money are important.
They may say, “what else have you
got?” in response to a higher priced
item, or enquire if there is “Anything
cheaper?”
— A technique used to encourage
customers to purchase additional
products to the main product to make it
more desirable. Add-ons and extras are
products that are sold as supplementary
to the main product or service the
customer has bought.
Ø Cross-selling
P How it works
— A technique used to encourage
customers to purchase additional
products to the main product to make it
more desirable. Add-ons and extras are
products that are sold as supplementary
to the main product or service the
customer has bought.
P When to use it
— When customers make a reservation,
we often ask if there is anything else we
can do for them, or we tell them about
other features in the venue that may be
if they would like a package that
includes breakfast and valet parking, or
we might offer to make a reservation in
the restaurant for them.
Telephone Guidelines When Receiving Calls
1. Everyone regardless of position, must answer the telephone
2. Lift the receiver only when you are ready to talk. The
distance between mouthpiece and your mouth is 1 1⁄2 inches
or 2 fingers away.
3. Answer the telephone after the second ring but before the
third ring.
4. Before answering the phone, pause, take a deep breath and
smile.
5. Answer calls pleasantly by using this pattern:
Greeting + identify section/department + identify self +
offer help.
Example: good afternoon, ___, this is MJ
speaking, how may I help you?
6. As much as possible, answer the telephone by using the
English language and the right phraseologies.
{ Avoid plain “HELLO”
{ If the caller is speaking in the vernacular, adjust
to the caller and speak the same language.
7. Be friendly and show respect even before you know who
your caller is.
8. Never cradle the telephone on your shoulder.
9. Make sure to have writing pen and reservation book close to
hand.
10. Do not be rude when receiving a rude caller.
{ Apologize to the caller to show empathy for
having reached a wrong number by saying: I’m
sorry madam/sir but you have reached a wrong
number. May I help you?
{ Offer help if necessary.
11. Answer any questions clearly and politely. If you don’t
know the answer, find someone who does or offer to call
back.
Telephone Guidelines During Conversations
1. Speak clearly and directly to the mouthpiece. Project a
“smile” in your voice.
2. People come before paperwork
{ Focus on the caller
{ Concentrate and be attentive
{ Do not do something else while talking to
someone on the phone.
3. Personalize the call and establish rapport.
{ Use the other’s name or title
{ Avoid using “madam” or “sir” if you know the
name of the person you are talking with.
{ Remember however to maintain professionalism.
{ Avoid getting too familiar.
4. Mention acquaintances by name or mutual experiences on
background for recall purposes only.
5. Use easy words
{ Do not use “military language” on civilians
{ Avoid acronyms, jargons, codes, and other.
6. Do not interrupt while the caller is talking. Do not rush
callers.
7. During an extended narration by the caller, indicate your
presence in the line to show them that you are listening.
8. Put callers on hold properly
{ Explain to the caller the reason by saying: “Please
hold on to your line sir/madam I will (reason)”
{ Do not make the caller wait for more than one
minute.
9. When going back to calls put on hold:
{ Show appreciation to the caller by thanking
him/her: “Thank you for waiting sir/madam”
{ Apologize if the waiting is a bit long: “I am sorry
to have you kept waiting, sir/madam”
10. If the called person is not available, do not rush to take the
message. Present the following options:
{ Offer your help or refer the matter to another
person in the company who can help or can
attend his needs.
{ Ask if he wants his call returned.
{ Inform the caller what time he should call back.
11. Ask questions about the person’s point of view. This will
show your interest in understanding his position.
 12. If you must leave the line and put the caller on hold during { Under the correct spelling of the name, write it
the conversation, explain to the caller the reason why. the way it sounded when it was pronounced.
13. Listen to the caller with full attention. { Write your initials next to the reservation.
14. Refer calls to the right department the first time. 3. Make suggestions
{ When transferring calls, remember to: { If the caller asks what is on the menu, describe
{ Explain to the caller what you are going to do several entrees.
and give caution in case the line gets-off. { If the guest seems concerned about table
{ Explain to the receiving party the reason for the selection, make suggestions based on the
transfer call to easy facilitation. preferred tables if they are not already reserved.
15. Always end the conversation pleasantly and politely. 4. Process reservations received in writing.
{ Review details. { Enter a reservation from a written request in the
{ Remember to thank the caller. reservations book.
16. When conversation is concluded, let the caller hang up { Note the following:
first. ñ Date and time of the reservation.
{ When the call is made by you, hang up first ñ Name under which the reservation is
when conversation is concluded. being made.
{ Replace receiver gently { Number in the party including number of
17. When a colleague is on the phone, tone down the children
conversation in the background. { Special request, such as a booth, a window seat,
{ Avoid giggling, laughing or shouting a high chair, etc.
18. When closing the conversation, the following should be { Smoking or non-smoking section.
included. { Guest’s telephone or room number.
{ Thank the customer for calling { If the guests are celebrating a special occasion.
{ Let the customer know you appreciate his/her { Note that the reservation was received in writing,
business so that the guest will be sure to get the best
{ Provide assurance that the promises will be possible table and service.
fulfilled. { Write your initials next to the reservation.
{ Leave the customer with a positive feeling. { Confirm all the details by repeating the details
19. When you are on the telephone, you represent the back to the guest.
organization/hotel. { Make sure all these details have been clearly
20. Treat every call as an important call. Remember that you written in the reservation book.
are not speaking to an instrument but to a person. { Complete the conversation with a show of
hospitality.
Floor Plan/Positioning Tables
Floor Plan
Prepare Service Stations and Equipment
Ø A drawing outlining the restaurant and showing the General Equipment
positioning of tables, chairs, doors, windows etc. The Ø There is a need to find out about the equipment commonly
purpose of a floor plan is to help staff to know exactly used, as well as the key products that you are dealing with
which tables are reserved and what tables are available for on a daily basis.
walk-in customers. Ø There is a wide range of equipment used by wait staff to
Ø Allows the kitchen and service staff to see how many support them in delivering excellent service to customers.
people are dining in the restaurant, the table configuration Ø Equipment is costly and varies considerably from
for each night and whether tables are reserved or vacant. establishment to establishment, particularly in regards to the
quality of the equipment used.
Key Points to Consider
P The positioning of each table to allow sufficient space Dinnerware/Chinaware
between tables for the movement of service staff and Ü Is a term used for crockery
guest comfort
P Space between tables to allow for guest privacy
Types of Chinaware
P Table positions are free from kitchen noise and away Porcelain Bone China Earthenware Stoneware
from major traffic areas of kitchen, dispense bar, and Is a ceramic Is porcelain May sometimes Is hard pottery
cashier desk material made of be as thin as made from
P Minimum space between 2 tables is 1.8 m made by clay mixed bone china and siliceous
P Minimum space between the back of the chairs from heating with bone other porcelains, paste, fired at
one table to the next is 90cm selected and ash. though it is not high
P Minimum space between the table and a wall is 45cm refined --------------- translucent and temperature to
P Chairs do not face the toilets or kitchen, rather they materials This is very is more easily vitrify (make
are positioned to face the focal points which often fine, hard chipped. glassy) the
P Chairs are away from sideboards, plants, doorways, includes china that is ------------------- body.
etc. clay very It is also less -----------------
expensive. strong, less It is heavier
Taking Telephone Reservations tough and more and more
1. Take reservations by telephone or in person porous than opaque than
{ For telephone reservations, answer the phone by stoneware porcelain.
the third ring. Smile and identify yourself and the
restaurant.
{ Use proper salutation and standard phrase as per Service Plate
direction of supervisor. ¶ The largest plate that is used for multi course
2. Get reservation information and enter into reservation meals.
book. ¶ Acts as a base/underliner plate for appetizers,
{ Ask the person making the reservation for. salad, and soup.
{ Date and time of the reservation. ¶ 11 - 14 inches
{ Name under which the reservation is being made. ¶ Also known - buffet plate, charger plate, cover
{ Number in the party, including number of plate, lay plate, and place plate.
children.
{ Special request, such as the booth, a window Bread & Butter Plate
seat, a high chair, etc. ¶ Resembles salad plate are used in serving bread
{ Smoking or non- smoking section. and butter
{ Guest’s telephone or room number and person ¶ 5 – 7 inches
making the reservation. Saucer
{ Special occasion the guest might be celebrating. ¶ A shallow dish, typically having a circular
{ For difficult or unusual names, ask guest to spell indentation in the center, on which a cup is
the name. repeat all information back to the guest placed.
and thank them for making the reservation.
Entrée/ Salad Plate
¶ Functions to serve salad presented before the main
course, as a side dish with the main course.
¶ But when salad is the main course, it is presented
on a dinner plate.
¶ Larger salad plate is about 8 to 8.5 inches
¶ Smaller 7 to 7.5 inches
Dinner Plate
¶ Is used to serve the main course at all meals,
formal and informal.
¶ 10 ¼ - 11 inches
Dessert Plate
¶ Is a specialized plate used to serve desserts such
as fruits, cakes and other pastries
¶ 7.25 to 8.5 inches
Fish Plate
¶ A specialized plate, recognize as ornamentation
in a fish pattern.
¶ 8 - 9 inches in diameter.
Soup Plate
¶ A deep, wide rimmed plate in which soup is
served.
Soup Bowl
¶ A bowl for serving soup.
¶ Bowl is a dish that is round and open at the top
for serving foods.
Bouillon Cup & Saucer
¶ Are used for serving soups that are made from
thin broth.
¶ 20 ¼ fl. Oz.
Finger Bowl
¶ Is a bowl of water, usually with lemon or flower
petals, which is used for rinsing one’s fingers in
between courses in a multiple course meal.
Sauce Boat
¶ Is a container for gravy and other sauces
¶ 16.9 fl. Oz.
Platter
¶ A large flat dish or plate, typically oval or
circular in shape, used for serving food.
Butter Dish
¶ A specialized dish in which butter is served.
¶ A typical measurement is 8 inches by 5 inches.
¶ An alternative to a standard butter dish is also
known as a butter crock.
¶ A serving dish for foods such as soups or stews,
often shaped as a broad, deep, oval vessel with
fixed handles and a low domed cover with a
knob or handle.
Soup Tureen
¶ A serving dish for foods such as soups or stews,
often shaped as a broad, deep, oval vessel with
fixed handles and a low domed cover with a
knob or handle.
Cup & Saucer
¶ Is used for serving coffee & tea.
¶ 5.4 fl. Oz.
Demitasse Cup and Saucer
¶ Used in serving espresso coffee.
¶ 2.35 fl. oz
Mug
¶ 12-16 oz. container for hot coffee orders
Sugar Holder & Creamer
¶ Is a container used to store sugar and creamer
Teapot
¶ Are used to serve hot water and tea.
¶ 28.7 fl. Oz.
How to Clean:
o Rinse after each use
o At the end of the day, soak the teapot
in a solution of baking soda & cold
water (4tbsp)
o Scrub gently with a rag & dry
Coffeepot
¶ A container, usually with a handle and a spout or
lip, in which coffee is made or served, or both.
Cruets
¶ Is the container for salt and pepper. Rice is
usually added in the container to prevent
moisture and to keep it dry so it won’t cake up.
Toothpick Holder
¶ A container used to hold toothpick
Glassware
Ø Refers to glass and drink ware items, besides tableware,
such as dishes, cutlery and flatware.
Ø The term usually refers to the drinking vessels.
Ø Well-designed glassware combines elegance, strength and
stability
Types of Glassware
{ Tumbler
Ü Is a flat-bottomed beverage container for drinking
made of plastic, glass, etc.
{ Mug
{ Stemware
Ü Drink ware that stands on stems above a base. The stem
allows the drinker to hold the glass without affecting
the temperature of the drink.
{ Footed wares
Glassware (Mug)
ñ Beer Mug
T Is a heavy glass with handle and usually with
patterns cut into its side.
T A flat-bottomed 8 to 16 oz. glass
Glassware (Tumbler)
ñ Highball Glass
T A family of tall straight glasses used for tall
or long drinks.
T A versatile glass with 5-12 oz.
T This glass is taller than an old fashioned
glass & shorter than a Collins glass.
ñ Collins Glass
T A highball glass family 12-14 oz. used for
long drinks, soft drinks and tropical juices.
T This glass is somewhat narrower and holds
less than the similar highball glass.
ñ Zombie Glass
T Is the tallest highball glass 14 oz.
ñ Old Fashioned Glass
T Is also known as rocks glass or “lowball”.
T It is a short tumbler 8- 10 oz. cylindrical glass
with a heavy tapered base used for serving
liquor “on the rocks” meaning over ice.
ñ Pilsner Glass
T Is a glass use to serve many types of light
beers, but is intended for its namesake, the
pilsner.
T It is smaller than pint glass, usually in 250ml
– 330ml in sizes.
ñ Shot Glass
T Is a small glass used for straight orders or
mixed shooters
T Also used as a measuring tool
ñ Iced Tea Glass
T Used to serve iced tea and sometimes water;
the larger size of this glass reduces the
number of refills needed.
Glassware (Stemware)
ñ Cordial/Liqueur/Pony Glass
T A small stemmed glass used for serving and
sipping cordials/liqueurs
T 1-2 oz. capacity
ñ Champagne Flute Glass
T The 6-9 oz. used for serving champagne
T This is a tall, straight- sided, stemmed glass
with a very narrow bowl is preferred to
prevent the precious champagne bubbles
from easily escaping.
ñ Champagne Saucer Glass
T With 4 oz. capacity, shallow, broad- bowled
and solid- or hollow- stemmed
ñ Champagne Tulip Glass
T The 6-9 oz. used for serving
champagne/sparkling
T Same with champagne flute but with a
tapered mouth shaped like the tulip flower to
keep the bubbles of champagne longer
ñ Margarita Glass
T A 12-17 oz. stemmed glass with a wide,
shallow bowl for serving margaritas,
daiquiris, frozen drinks and ice cream-based
drinks.
ñ Port Glass
T A 2 oz. rounded wine glass used to serve
sweet fortified wines like Port or Madeira.
 ñ Sherry Glass
T Is a small, narrow stemmed glass with a
wide rim.
T It is used to serve sherry and other aperitifs
ñ Squall Glass
T A 15 oz. pear- shaped glass smaller than a
Hurricane glass ideal for cocktails.
ñ Poco Grande
T A 10-13 oz, cocktail glass with a curved,
tulip-shaped bowl used for serving specialty
mixed drinks.
ñ Martini Glass
T Generally have larger, wider bowls which
are fully conical at the bottom.
ñ Cocktail Glass
T Stemmed glass with an inverted cone bowl.
T They have smaller, narrower bowls with
rounded or flat bottoms
ñ Red Wine Glass
T Glasses for red wine are characterized by
their rounder, wider bowl giving the wine a
chance to breathe.
ñ White Wine Glass
T Glasses are generally narrower, although
not as narrow as champagne flutes.
ñ Brandy Snifter/Cognac Glass/Balloon
T A short stemmed glass whose vessel has a
wide bottom and a relatively narrow top.
T Used to serve aged brown spirits such
as bourbon, brandy, and whisky.
ñ Water Goblet
T Is an all-purpose glass for serving wine,
cocktails, specialty drinks, iced tea or water.
Glassware (Footedware)
ñ Sling
T Is a tall narrow glass where the classic Long
Island Ice Tea is drank from
ñ Irish Coffee Glass
T A footed 6 oz. glass
T Is a uniquely shaped glass with a handle
that is used for the specialty coffee drink
ñ Hurricane Glass
T A large tall footed 15-26 oz. glass, bulbous
at the bottom and flaring at the top for
blended or frozen tropical drinks.
ñ Parfait Glass
T 7-12 oz. with a flared lip and larger rounded
bowl
T Similar to but slightly smaller than a frappe
glass and usually made of thicker glass.
Flatware/Silverware
Ø Refers to table utensils used to serve and eat food, such as
forks, spoons, butter knife.
Ø Comes in a wide variety of prices and styles.
ñ Escargot/Seafood Fork
T Are two prong forks made of stainless steel
which are used with escargot dishes.
ñ Cocktail Fork
T Is a small fork like a trident, used for
spearing cocktail garnishes such as olives.
ñ Salad/Dessert Fork
T Has flatter and slightly broader tines than
those of a dinner fork.
T Used when vegetables are served as salads.
ñ Salad Knife
T Type of utensil is designed to be used for
cutting fresh vegetables such as salad
greens.
ñ Dessert Spoon
T Designed specifically for eating dessert and
sometimes used for soup or cereals.
T With an oval bowl, it typically has a
capacity around twice that of a teaspoon.
T 7 to 7 ¼ inches long.
ñ Dinner Fork
T Is used to eat the main entrée
ñ Dinner Knife
T Is the longest knife in a set of flatware
which is used to cut and push food.
ñ Dinner Spoon
T Feature a shallow, oval-shaped bowl. The
dinner spoon is a multipurpose piece.
T Larger than a teaspoon or a dessert spoon
ñ Fish Fork
T Is usually smaller than the meat fork and is
meant when eating fish.
ñ Fish Knife
T Has varying shapes and sized which are
used when fish is being served.
ñ Cake Fork
T Is narrower and slightly shorter than a salad
fork that is used when serving cakes and
other pastries.
ñ Bread and Butter Knife
T Is a small knife with rounded or pointed tip
used for slicing butter and spread it on
bread.
ñ Steak Knife
T Is a special knife that has a sharp tip and
serrated edge to cut thick portions of meat.
ñ Demitasse Spoon
T Has varying sizes depending on the size of
the demitasse cup and saucer.
T Approximately 3¾ to 4½ inches long
ñ Teaspoon
T Is used to stir hot beverages.
T Measures approximately 5½ to 6¾ inches in
length
ñ Soup Spoon
T A large spoon with a round bowl, used for
eating soup.
T Approximately 53⁄4 to 81⁄4 inches.
ñ Parfait Spoon
T Is used for stirring iced tea in tall glasses
which has the same purpose like the Long
Drink.
ñ Salad Serving Fork
T Is used to serve food as tossed salad
ñ Carving Fork
T Is used in conjunction with carving knife,
specifically designed in carving meat.
ñ Carving Knife
T Has straight edge, a shorter, thinner and
wider blade which enables it to cut thin
slices of meat.
ñ Gravy Spoon
T Comes with the sauce boat which is used in
courses with gravy or other sauces.
ñ Serving Spoon
T Is much larger than a spoon used for eating.
T It is used to move food from the main dish
to individual plates.
ñ Soup Ladle
T Is a ladle for soups that has variety of
shapes and sizes depending on the deep
bowls, whether it is round, oval or fluted.
ñ Pastry Lifter
T Is used to move the pastry from the main
dish to the dessert plate.
ñ Nut/Lobster Cracker
T Used to crack the hard shells of crabs and
lobsters by pulling the two handles together
to access the flesh inside, while preparing or
eating them.
ñ Bread Basket
T An open container in which bread is put on
a table during a meal.
ñ Bread Tong
T A grasping device consisting of two arms
that are joined, often at one end, as by a
pivot or a scissor like hinge.
Dining Room Equipment
ñ Linens
T Are fabric goods such as tablecloth, napkins
and slip cloths.
T Is a material made from the fibers of the
flax plant.
T The term “linen” has come to be applied to
all related products even though most are
made of cotton, various synthetic materials
or blends.
T The costs involved are linen hire, laundry
and replacement.
T Due to the cost factor, many establishments
do not use linen and the actual table surface
is set as a focal point.
ñ Silencer
T It is used primarily as cover to line your
table, protect against scratches and dings.
ñ Table Cloth
T High quality table cloth are made from linen
but expensive and hard to launder.
T Nowadays, table cloth are made from cotton
and polyester blend and can be bought in a
variety of sizes and colors.
T White is the most popular because its
considered formal.
T Should be cleaned, ironed.
ñ Overlays
T Is a cloth used to protect table cloth from
spillage, stains, scratches and allowing the
use of same tablecloth for lunch and dinner
service thus reducing cost.
T Overlays are often arranged at a 45 angle
over the tablecloth with varying colors to
provide additional character to the
establishment.
ñ Table Runner
T Instead of covering the entire table, it only
covers the middle section.
ñ Table Napkin/Serviette
T Is a square or rectangle cloth or paper used
at the table for wiping the mouth or hands
while eating.
T Often white in color to show they are
hygienic.
T Linen serviettes are starched, enabling them
to be folded into different shapes for
presentation.
T Sizes: 18”x18” ; 20”x20”
T The serviette fold should reflect the style of
restaurant.
T When folding serviettes consider the time it
takes for a particular fold, the appearance,
how to store the folded serviettes and
whether you want to use different colors.
ñ Service Cloth
T Service or waiter’s cloth is a square cloth
that the wait staff uses during service to
carry plates and to protect him from the heat
of platters and plates.
T It can be used for wine service.
T Never use customer napkins as a service
cloth, to prevent contamination.
ñ Placemats
T Are used primarily to prevent the flatware
from moving while the guests are eating.
T It adds as an accent to the table setting.
ñ Furnitures
T All furniture used in any food and beverage
service must be well chosen according to
the needs of the event and the
establishment.
T Its arrangement must take into consideration
the flow of traffic of guests and service
staff.
T The appearance & atmosphere of the are
must be flexible enough to suit various
occasions.
ñ Tables
T Tables come in various sizes and forms.
T Round tables are suitable for large parties
and help with the communication process.
T Square or rectangular tables are commonly
used due to their versatility because it is
simple to push them together and
accommodate larger numbers of guests.
T The size and shape of the table depends on
the type of restaurant and the style of service,
as well as providing sufficient room for all
the plates and glasses that the customer
requires.
T Always ensure that the table is stable.
T If the floor is uneven you may have to use
cork under the table leg to stabilize it.
T Never use coasters s they look untidy and
cost money.
T Wipe all table tops and legs regularly with a
damp cloth.
ñ Coffee Table
T Low table which is designed to be placed in
front of a sofa to support beverages,
magazines, books, decorative objects, and
other small items to be used while sitting.
ñ Cocktail Table
T Is generally synonymous with a coffee
table.
ñ Lazy Susan
T Is an addition to a table that is designed to
assist in moving food form one person to
another while dining.
ñ Chair Trolley
T Design to do most of the work on stacking
of chairs forward by just wheeling the prong
underneath and tip the load back.
T Provide a good OH&S solution.
ñ Tiffany Chair
T Also known as the Chiavarina is a wooden
chair of Ligurian design.
ñ Banquet Chairs
T Are light stackable chairs used in a variety
of functions.
ñ Gueridon Trolley
T Is simply a piece of equipment on which
food is served or prepared in the dining
environment.
ñ Cake Display Trolley
T The purpose is to transport food and
beverage items to a customer.
T Used for displaying cakes
ñ Tea Trolley
T A small wheeled trolley from which tea is
served.
ñ Chiller
T A machine for cooling something,
especially a cold cabinet or refrigerator for
keeping stored food a few degrees above
freezing.
ñ Display Refrigerator
T An appliance that is artificially kept cool,
used to display and store food and drink.
How to Clean
9 Wipe up spills immediately with warm
soapy water to prevent contamination
& bad odors
ñ Ice Machine
T Refer to either a consumer device for
making ice
T Must be clean and well ventilated area
How to Clean
9 Never use detergents, abrasives or
solvents on the ice machine
9 When cleaning the storage bin make
sure it’s empty,
9 Never store anything in the ice
machine except ice
9 Ice scoop must be out of the bin
ñ Espresso Machine
T An espresso machine brews coffee by
forcing pressurized water near boiling point
through a "puck" of ground coffee and a filter
in order to produce a thick, concentrated
coffee called espresso
ñ French Press
T A coffee pot containing a plunger made of
fine mesh with which the grounds are pushed
to the bottom when the coffee is ready to be
poured.
ñ POS/Cash Register
T Used to record the sales of a business
T Ensure that all guests have settled their
account prior to leaving
ñ Service Trays
T To carry food from the kitchen to the
sideboard or drinks from the bar
T Must be clean, covered, and kept in central
location
ñ Oval Banquet Tray with Stand
T Use to carry food specially in banquet
ñ Condiments
T A substance such as salt or ketchup that is
used to add flavor to food.
ñ Wine Bucket with Stand ‘Mise en Place’
T A bucket for holding ice to chill a bottle of Getting Ready for Service
wine. ¶ Table service is not only about actual serving of food from
T A stand for holding the bucket. the kitchen, clearing and bussing of tables but also includes
T Wine bucket should be polished and place careful and precise preparation before service can be done.
near the bar ¶ Mise – en – scene ; French term means to prepare the
ñ Wine Opener environment of the before service in order to make it
T It has sharp-bladed knife, corkscrew or pleasant, comfortable, safe and hygienic.
worm and can opener. ¶ Mise – en – place ; French term means to putting in place
T Use to remove the wooden cork from the
wine bottle. The Importance of Mise en Place
ñ Water Pitcher ¶ It is essential to be efficient in all tasks
T A container with a spout used for storing ¶ Shows professionalism and organized team
and pouring contents which are liquid in ¶ Allows the customer to a have a smooth service and
form pleasant dining experience
ñ Ice Bucket and Tong Jobs Tasks and Chores Prior to Service
T a cylindrical container holding chunks of Opening Shift Closing Shift
ice, either ready to serve in drinks or for Ü Restock service points with Ü Requisition beverage stock
chilling a bottle of wine in. the stock items sent from the from stores
T Ice tong having usually two handles and stores Ü Requisition food and
hooked points for lifting large blocks of ice Ü Fill cruets consumables stock from
How to Clean Ü Prepare butter portions stores
9 Must be emptied daily Ü Clean, tidy, wipe down and Ü Polish table cutlery and
9 Wash in hot soapy water, rinse & dry mop stillroom area replenish dumb waiter
9 Ensure that there are no spots or stains Ü Check, wipe out fridges and Ü Polish crockery and
on the outside display cabinets replenish hot-cupboard (hot-
ñ Blender Ü Switch on coffee machine, box)
T An appliance used to mix, puree, or dishwasher, glasswasher and Ü Polish all glassware
emulsify food and other substances. other electrical appliances Ü Replenish fridges and
How to Clean Ü Switch on post mix, display cabinets
9 Wipe off any spills with a damp cloth reticulation system and gases Ü Replenish shelves in display
9 Remove the blender top from the Ü Change gas cylinders and/or cabinets
motor base. Separate its parts and clean kegs if required) Ü Set up tables and arrange
thoroughly in warm soapy water, rinse Ü Check, clean the display chairs according to
and dry cabinets reservations diary
9 Handle the sharp blades carefully to Ü Replenish linen Ü Sweep and mop all tiled
avoid cuts Ü Dust, wipe and/or polish all areas
ñ Cocktail Mixing/Bar Spoon hard, glass and mirrored Ü Set up coffee station cups,
T A long handled spoon used in bartending surfaces and screens saucers, spoons,
for mixing and layering of both alcoholic Ü Vacuum all carpeted areas Ü Set up service stations
and non-alcoholic mixed drinks. Ü Collect and check floats and Ü Switch off lights and
T Its length ensures that it can reach to bottom rooming list from reception background music
of the tallest jug or tumbler to mix Ü Check current list of specials
ingredients directly in the glass. and numbers of portions
T Must be clean, not bent with kitchen
ñ Hawthorn Strainer Ü Check menu items
T A metal bar accessory used to remove ice availability with kitchen
from a mixed drink as it is poured into the Ü Write specials board
serving glass. Ü Wipe menu covers
How to Clean Ü Set up coffee station sugars,
9 The spring can be remove for cleaning milk, creams
9 Wash the strainer in warm soapy water Ü Set up bar work station and
using a brush or nylon scourer to clean counters
the strainer & rinse well in hot water Ü Set up service cutlery on
ñ 3 Piece Cocktail Strainer lined plates
T A device used to mix beverages by shaking. Ü Display specials board and
T Allows for a quicker cooling of the drink other promotional materials
before serving. in the appropriate place
T Must be clean and all parts must be present Ü Attend pre-opening briefing
ñ Garnish Holder Ü Switch on lights and
T For keeping the garnishes separated background music
T Must be clean, including the compartment, Ü Make final check of
lid, and base. restaurant, bar, still room,
ñ Menu Folder public toilets and other areas
T A presentation of food and beverage prior to opening, according
offerings to housekeeping and
T In which guests use to choose from a list of operational standards and
options procedures
ñ Order Slip Ü Open doors at the
T A printed document with spaces in which to appropriate time
write the order from menu
ñ Garbage Bin
T Contains bag Wine & Bar Set-up
T Must be cleaned daily ¶ Check stock levels and replenish to the required level
¶ Polish all glasses, prepare wine stands and buckets and
prepare drink garnishes