https://www.youtube.com/watch?

v=_jpdgDTls4Q
A chef is a trained professional cook and tradesman who is proficient in all aspects of food preparation, often
focusing on a particular cuisine. 
Chef
a professional cook, typically the chief cook in a restaurant or hotel.
Cook
A chef is a trained professional cook 
Cover
A setup of tableware for one guest, also used to describe the number of guests
Crockery
A term used to identify plates, cups, saucers and bowls and usually made of china
Cutlery
A term used to identify knives, forks, spoons, teaspoons and service utensils and usually made of stainless steel
Drinks
Beverages is a liquid substances that is serve to the customers and ot has a different kind of beverages such as
softdrinks, water and etc.
Environment
A term indicating the dining area also referred as the ‘dining environment’
Floor Plan
A detailed illustration of the arrangement of furniture and all work areas in a restaurant
Free-seating
A term used to indicate that no reservation is required
Guest
A person who purchases goods or services. Can also be a buyer, customer or patron
Handover
A period of time in which shifts exchange information to ensure smooth continuation of the function of the
department amid changing shifts.
In room dining
Responsible for preparing orders, set trays and delivering items to guest rooms in an attentive and efficient
manner, and ensuring to provide excellent quality service as per the Hotel Standard operating procedure.
Napkin
A square piece of cloth or paper used at a meal to wipe fingers or lips and to protect garments and utensils. Also
known as serviette.
Overhang
The part of the tablecloth that hangs from the edge of the table.
Replenishing
To fill or build up (something) again. Replace, stock, fill up
Seat Turnover
Refers to the number of times a seat was used by different guest in a time period.
Table Appointments
Are defined as the utensils used for dinning and these are includes dinnerware/chinaware, flatware, I beverage
ware/glassware, napery, table accessories and table decorations. 
Tableware
Items placed on the table of guests including crockery, cutlery and glassware items.
Tackle
To act or an instance of tackling. Must do,
Undertake
To begin or attempt something. 
Vegetable
a plant or part of a plant used as food, typically as accompaniment to meat or fish, such as a cabbage, potato,
carrot, or bean.
VIP or Very Important Person
A person of great influence or prestige.
Waiter’s Station
A table or a set of drawers containing tableware, condiments, menu lists, napkins and other items necessary for
service.

PRE-TEST
1. Which of the following is NOT TRUE for both 5. Which of the following is not a cutlery?
casual dining and fast food restaurants?
a. Steak Knife
a. Both have lower guest-to-staff ratio compared to
b. Butter Spreader
fine-dining restaurants
c. Soup Tureen 
b. Both offer menu items that are more-affordable
than in fine-dining restaurants d. Parfait Spoon
c. Both offer easy-to-prepare menu items
convenient for take-away  6. Identify which of the following groups consist of
stemmed glassware only?
d. Both observed free-seating of guests.
a. Red Wine Glass, Water Goblet, Shot Glass
2. This document is usually handed before the shift
b. Pilsner, Collins Glass, Margarita Glass
starts to let you know the activities that you must
accomplish during your shift. c. Sherry Glass, Champagne Flute, Martini Glass 

d. Irish Coffee Glass, Brandy Snifter, Rock Glass

a. Daily Task Sheets 
b. Direct Requests
7. Which of the following is NOT TRUE about
c. Standard operating Procedures (SOPs) following up table reservations?
d. Contracts and Job Description
a. It determine if tables may be given to other
guests if the former reservation has been cancelled
3. Using visual materials to label items and to b. It determines what mode of payment is to be be
provide instructions are practices under what phase applied? 
of 5S?
c. It makes sure that guests who have made a
reservation will have an allotted space/table when
a. Standardize (Seiketsu) 
they arrive
b. Systematize (Seiton)
d. It enables staff to explain parking arrangements
c. Sustain (Shitsuke) to help facilitate the guests’ arrival
d. Sort (Seiri)
4. This type of menu is characterized by food and 8. Why is it important to ask questions when
beverage items having separate prices. handling guest complaints?

a. Carte Du Jour a. It helps clarify details of the complaint. 

b. Table d’Hote b. It gives you enough time to look for possible
resolutions.
c. Ala Carte 
c. It keeps the guests informed about the progress
d. Plat du Jour of the action.
d. It makes the guests realize how petty their d. It develops a bond between staff of different
complaints are. shifts.

10. Which of the following measures should NOT be

9. Why is it important to provide proper handover to
done when handling guest complaints?
the incoming shift?
a. Stay calm and positive
a. It gives the staff a chance to properly bid goodbye
to the guests as their shift ends. b. Listen to the complaint, apologize and act quickly
to fix the problem
b. It provides a chance for an F&B staff to see the
shortcomings of the previous shift. c. If the complaint involves a staff member, always
take the side of the guest 
c. It ensures the guests that service will remain
efficient even when shifts change.  d. Clarify detail of complaint

At the end of this unit, you should be able to:

 Discuss the importance of the food and beverage service industry to the tourism sector.
 Identify the duties and responsibilities of a food and beverage service staff.
 Practice the professional skills required for a food and beverage service staff.
 Observe personal safety practices.
 Observe the 5S of good housekeeping.

Introduction to Food and Beverage Services

LESSON 1: The Food and Beverage Service Department

Introduction
The tourism industry is one of the biggest industries worldwide contributing trillions of US dollars to the global
economy annually. From being just concerned about travel and recreation, the tourism industry has grown into a
complex network involving many other sectors. One of these is hospitality. 

The goal of the hospitality industry is simple. It is to ensure that the basic lodging and food and beverage needs
of a guest are well provided. The relationship of the hospitality industry to tourism lies on the chances that a
person away from home might also need a hotel to stay at or a food establishment to eat in. Either a person
stays in the hotel or goes to a local food establishment, he/she is treated as a guest.
In the hospitality industry, guests and their satisfaction are a top priority. A big part of that satisfaction comes
from a well-delivered food experience emphasizing the importance of an effective food and beverage service.
And as the tourism industry expands its scope, so does the food and beverage service sector.

TOPIC 1: Types of Food and Beverage Service Establishments

Food and beverage service operations can be classified as either commercial or non-commercial. Commercial
food and beverage establishments include most F&B services which aim to generate profit. Meanwhile, non-
commercial food and beverage services are mainly subsidized and aim to provide welfare more than to earn
revenue. 

However, different food and beverage services have their unique characteristics which can always be reflected
by their menus, services, and themes. Presented below are the most common types of food and beverage
service establishments. 
 Fine Dining Restaurants
These are establishments that
offer very high standards in all
aspects of their operations
including an extensive menu,
good quality service, facilities
and decor, service
accompaniments and others.
Fine dining restaurants employ
a well-trained and highly-skilled
waitstaff.
Casual Dining Restaurant
These are food and beverage establishments that serve moderately-priced food in casual atmosphere. Casual
dining restaurants usually provide table service and comprise a market segment between fast food and fine
dining establishments. 
Cafés
These are small social gathering places or shops that sell food and drinks.
Specialty Restaurant
These are dining establishments that emphasize on one particular food product or one type of ethnic cuisine in
its menu and marketing.
Bars
Bars can be individual businesses or part of a larger operation, like a restaurant. The physical set-up of bars is
critical to set the ambiance and the theme of the establishment. These establishments allow guests to meet and
socialize for both business and pleasure. 
Cafeterias
These are food and beverage establishments where there is little or no table service. Cafeterias can be a
restaurant or a dining area in an institution in which guests select their food at a counter and carry it on a tray to
a table available after making payment.
Fast Food Restaurants
These are establishments offering limited choices of popular food at reasonable prices. Fast food restaurants
may be small and suited to the local area offering local delicacies while some may be part of an international
chain.

TOPIC 2: Duties and Responsibilities of a F&B Staff

The organizational structure of the food and beverage service department involves various personnel. The size of
the organization depends on the seating capacity of an establishment. Furthermore, the duties and
responsibilities of a food and beverage service staff may vary according to the operation of the establishment,
types of service and the number of staff.
 
As an F&B service staff, you should be familiar with these to effectively deliver the expectations of your
colleagues and the guests. Here are some of the most common job titles under the food and beverage service
division as well as their individual duties and responsibilities.
 1. Food and Beverage Division Manager - Department
Manager
o Makes sure that the target revenue is reached in the
specified time period.
o Oversees the purchase of materials and equipment
for the department
o Coordinates with the kitchen in planning menus for
various service areas
2. Restaurant, Bar or Outlet Manager
o Conducts inventory checking
o Purchases required stock
o Selects, supervises, trains, grooms and evaluates
subordinates
o Prepares reports about the staff and sales
o Controls department expenses through staffing,
budgeting, and scheduling
o Handles daily sales and coordinates with the cashiers
o Handles guest complaints and provides special
requests
3. Room Service Staff
o Receives room service orders from guests
o Coordinates room service orders
o Prepares room service accounts prior to the delivery
of the room service
o Processes room service account transactions
o Delivers room service orders and serves room service
orders
o Prepares and processes room service accounts
o Fetches and maintains room service trolleys, trays,
and other items
4. Head Waitstaff or Team Leader
o Ensures that services are carried out in accordance
with prescribed standards and policies
o Assists the restaurant manager in performing his/her
duties
o Handles complaints from the guests and conflicts
between subordinates
o Trains and assists subordinates in performing their
duties
5. Executive Chef
o Does the planning and organizes and supervises the work of the kitchen
o Prepares the menu in accordance with costing and catering policies of the establishment
o Prepares reports of staffs and sales
o Controls departmental expenses through staffing, budgeting, and scheduling
o Conducts stock-taking or inventory checking and purchases required stock
6. Bar Staff

o Prepares beverages according to prescribed standards

o Conducts the inventory of bar supplies and materials
 o Assists guests in choosing his/her beverage order
7. Receptionist

o Welcomes guests and greets customers upon arrival

o Escorts the guests to their tables
o Checks the reservation of the guests
o Coordinates with the waitstaff regarding table availability and reservation
8. Sous Chef

o Supervises the preparation of food

o Oversees food service in pick-up counters
9. Waitstaff

o Takes food and beverage orders

o Serves food and beverage orders properly
o Reports to the station waitstaff any notable circumstances
o Identifies opportunities for higher revenue
10. Line Cook

o Leads most of the cooking in his/her designated station

o A line cook can be posted in the following stations:

o Sauce and Saute (Saucier)

o Soup (Potager)
o Grill (Grillardin) or Savoury
(Savourier)
o Roast (Rotisseur)
o Fry (Friturier)
o Pantry (Garde Manger)
o Fish and Seafood (Poissonnier)
o Vegetable (Entremetier)
o Roundsman (Tournant)
o Butcher (Boucher)
o Pastries (Patissier)
o Banquet
11. Busser

o Clears dishes and beverage items

o Crumbs-down tables
o Assists the waitstaff and the bartenders (bar runners) in serving dishes
o Cleans and maintains counters and work areas
o Restocks wait stations and buffet tables
o Replaces tablecloths and returning tables to their original position
o Keeps the restaurant area clean and safe
o Assists guests in moving tables and chairs and in setting up highchairs
12. Commis
o Performs and maintains mise-en-place
o Prepares ingredients, utensils, and equipment for food production
o Maintains kitchen cleanliness and hygiene
13. Dishwasher
o Makes sure that kitchen equipment and utensils are clean and ready for service
o Conducts the inventory of cleaning chemicals and equipment
o Maintains cleaning equipment
o Checks dining equipment and utensils for breakages and defects
o Ensures that food scraps and kitchen wastes are disposed of well

TOPIC 3: Knowing Your Role as an F&B Service Staff

To be able to do your duties properly, you must understand your role in the organization. Here are some ways to
help you know your duties and responsibilities as a food and beverage staff.

1. Organizational Structure
This refers to how
members are situated in an
organization.
Organizational structures
will not only help you find
your place in an
organization but will also
help you identify the chain
of command and the flow
of authority in an
establishment.
2. Contracts and Job Description
A contract is a written document that states the description of your job, the scope of your responsibilities, and
the terms of your employment. This is usually provided by your employer before you start working.
Other than your main responsibilities, there may be times when you are required to perform other side duties as
deemed necessary.
3. On-the-Job TrainingOJT or on the job training will let you familiarize yourself with the function of each staff or
each department and the processes inside the organization through hands-on work experience. OJTs can be
required for interns or new staff and even to old staff members if a new policy or system is being implemented.
4. SOPs, Policies and Manuals
These are set of instructions that indicate the appropriate actions to be undertaken for any possible workplace
situation. SOPs may be set by the establishment and influenced by practices in the industry and sometimes
policies implemented by a concerned government agency.
5. Daily Task Sheets, Direct Requests and Observation
A daily task sheet is a document detailing the activities that you have to undertake throughout your shift. This is
usually handed to the staff or posted in bulletins before the service or the shift starts.
Meanwhile, direct requests and observations will show you tasks that need to be addressed immediately,
depending on the event or what you feel based on any given situation.

LESSON 2: The Food and Beverage Service Staff

Introduction
Food and beverage service involves various job roles. However, the goal of all F&B service staff should be simple:
to achieve guests’ satisfaction by meeting their needs and/or exceed their expectations. 
This lesson will present the ways on how you can become a professional food and beverage service staff.

TOPIC 1: Professional Work Habits and Skills of an F&B Service Staff

As a food and beverage service personnel, you are expected to behave and perform in a professional manner.
Doing so will enable you to meet the expectations of the guests and your coworkers.
The following are some of the important things you have to remember and perform as a professional food and
beverage staff.

1. Present professionally and maintain proper

hygiene.

o Be at work when scheduled.

o Arrive 30 minutes before your shift.
o Do not miss a shift.
o Advise your supervisor well ahead of
time when you are unable to work
especially when ill.
o Wear the required uniform properly.
o Observe appropriate grooming.
o Bathe regularly.
o Apply appropriate skin and body care.
o Put away your cell phones when on-duty to avoid being tempted to take selfies or group pictures.
2. Demonstrate positive attitude in the workplace.
o Cooperate with your colleagues.
o Offer help and do not wait to be asked.
o Always smile.
o Appreciate the effort of your colleagues.
o Thank coworkers for their help.
o Anticipate the wishes and needs of guests.
o Treat all guests as VIPs.
 o Never argue with the guests.
o Develop a sense of urgency especially when the establishment is very busy.
3. Communicate effectively.
o Use correct and appropriate verbal and nonverbal communication techniques.
o Ask questions.
o Listen attentively.
o Clarify ambiguities.
o Confirm messages.
o Seek and provide feedback.
o Always use polite and courteous verbal and non-verbal language
o Be mindful of your social, religious, cultural, gender and/or age-specific differences.
o Avoid workplace gossips.
o Do not take credit for the work that you did not do.
4. Perform assigned tasks.

o Attend in the daily orientation to know the specialty for the day, promotions, available and out-of-
stock items, and time of preparation for each food item.
o Be familiar with the structure of the food establishment, the location of each room, fire exit, cashier,
kitchen, stockroom, storage area, pantry area, etc.
o Complete daily task according to a designated sequence within the required time.
o Give proper treatment to priority requirements.
o Advise coworkers when a task was completed and inform them when you are running behind time.
o Ask assistance from others when necessary.
o Comply with legislative requirements and internal house policies and procedures.
o Work with minimal disturbance to guests.
o Keep noise levels at a minimum.

5. Participate in workplace activities.

o Maintain work area in proper condition.

o Keep the workplace clean and tidy at all times.
o Be mindful of factors that may affect workplace safety and security.
o Set the proper environment for guest comfort.
o Take part in searching for a resolution to problems and issues.
o Attend activities intended to improve service delivery and guest experience.
o Be willing to assume responsibility.
o Do your job regardless of the presence of a supervisor.
o Develop sensibility to identify and assume responsibility.
6. Respond accordingly and quickly.
o Respond accordingly and quickly to the following:
o Requests for assistance from co-workers and guests.
o Customer complaints and workplace conflicts.
o Arising situations and/ or emergencies.
o Any other anticipated or unanticipated situation requiring action or attention.
TOPIC 2: Food Safety and Hygiene Practices
Being a food and beverage service staff involves dealing with food. For that reason, you must know that your
actions, health and personal habits affect the safety and the quality of the service. Therefore, you must
responsibly perform and observe the safety practices in food handling. 
This lesson will discuss topics that an F&B service staff need to know in terms of complying with the hygiene
requirements set by the industry. The following are some practices to ensure that personal hygiene for food
safety is attained.
Do’s

 Bathe before reporting

to duty.
 Wash your hands before
having contact with any
food item.
 Keep facial hair neat
and controlled. 
 Kitchen staff should
wear hairnets or hats.
 Fingernails should be
cut short, kept clean
and free of nail polish. 
 Use clean clothes for
each shift and change
when necessary.
 Inform your supervisor immediately if you are suffering from any communicable disease.
 Use face towels to wipe sweat.
 Cover cuts and sores on hands and fingers with waterproof dressing and bandages. Make sure to inform
your supervisor about this.
 Use disposable gloves if appropriate.

Don’ts

 Do not touch cooked or

ready-to-eat food with
your bare hands.
 Do not wear your
uniform in other public
places before coming to
work or after work.
 Do not smoke in any
food area.
 Do not spit in any food
area.
 Do not touch your face
and hair after washing
your hands.
 If you have any communicable disease, do not report to duty until having secured a certificate from a
doctor stating you have been cleared to work with food.
  Do not use the same container when refilling the food.

Uniform and Accessories

Each food and beverage service

establishment have different
policies when it comes to wearing a
uniform. However, aside from
wearing the uniform the
management provides, food and
beverage staff should observe the
following measures as well.

 Do not wear loose-

fitting clothes.
 Press clothes at all
times.
 Make sure that buttons, name tags, pins, and clips are securely fastened.
 For women, longs hairs should be tied back.
 For men, beards and mustache should be shaved neatly.
 Use a clean uniform for each shift and change if necessary.
 If wearing skirts, wear clean hose when required.
 Wear socks. It is advised to wear plain dark one or plain socks of a color that compliments the color
of the pants.
 Keep the shoes polished and laced.
 Do not wear open-toed shoes.
 Avoid wearing big jewelry.
 Fingernail decorations such as artificial nails should be avoided.

LESSON 3: 5S of Good Housekeeping

5S is a simple method of organizing the workplace safely and efficiently to
enhance productivity. It is a systematized approach to organize work
areas, keep rules and standard, and maintain the discipline needed to do
a productive workplace. 5S leans on the idea that productivity is achieved
by organizing the work area because it eliminates wasting of resources,
such as time.
It traces its origin to the production techniques observed in some of the
world-leading manufacturing companies. This method is divided into five
phases: Seiri, Seiton, Seiso, Seiketsu, and Shitsuke. Each phase is named
after a Japanese term recognizing the Japanese companies which lead the
practice of this method.

TOPIC 1: Sort (Seiri)

Seiri Practices
To achieve the two primary goals of Seiri, the following
practices can be performed:
  Use evaluation criteria in sorting
 Use tags when sorting.
 Create a material list containing all the available materials

Benefits
When Seiri practices are well executed and their goals are achieved, these benefits will be observed:

 Production spaces are freed and become more productive

 Conducting inventory becomes easier
 Less time is consumed by searching for an item
 Moving goods and mobility of employees becomes easier
Systematize (Seiton)
Seiton Practices 

 To attain workplace order, the following

practices should be performed: 
 Put items in their allocated places. 
 Return the items to where they came from. 
 Record any changes regarding the order of
placement of things and informing concerned
personnel. 
 Update the records regularly to make sure that
items are at their designated places. 
 Label items and their locations. 
 Put frequently used items closer to reach. 
 Do not pile up items without a labeled separator.
Benefits
Seiton, when done well, will result in the following benefits:

 Less time spent in searching for items.

 Less time is spent in transport and handling operations.
 Fewer operations requiring too much effort such as heavy lifting.
Sweep (Seiso)

Seiso Practices
To ensure that Seiso is observed, the
following practices should be
performed:

 Clean and inspect the

workplace area regularly.
 Assign a caretaker for each tool,
machine or equipment.
 Clarify daily maintenance by
providing clear instructions.
 Provide necessary tools and
pointers for cleaning.

Benefits
The success of Seiso is characterized by these observable factors:
  Tidiness and order in the workplace are maintained.
 Malfunctions and other situations can be prevented even before they arise.
 Contradictions and other non-compliance will not go unnoticed and unaddressed.
Standardize (Seiketsu)

Seiketsu Practices
The following are some of the
common practices of Seiketsu:

Use visual materials in

managing such as
infographics, bulletin boards,
and light devices.
 Make use of posted
messages calling for
immediate action.
 Use marks to label inspected
items.
 Post labels on machines and
equipment indicating the dates of the previous and the upcoming maintenance.

Benefits
A successful Seiketsu can be observed through these results:

 Cleanliness and orderliness in the workplace are maintained.

 Misoperations on the processes or equipment function can easily be identified and prevented.
 Good practices are standardized.

Sustain (Shitsuke)

Shitsuke Practices
To achieve this goal, some or all of these
practices should be observed:

 Develop and reviewing

standardized procedures regularly.
 Conduct inspections regularly.
 Provide necessary adjustments to
situations brought about by the
new ways introduced in the first
four steps.
 Train employees in the 5S method
and explain to them the principles
behind it.
 Communicate the 5S to the employees.

Benefits
The effect of a well-implemented Shitsuke can be observed through these following results:
  Employees are doing newly-introduced practices without being told to do so.
 Improvements in the productivity will be enjoyed long-term.
 Health and safety measures are improved.

1. Why is it important for a food and beverage

service staff to avoid wearing big jewelries to work?
a. Jewelries might come in contact with food
during service.
b. Big jewelries takes time to wear and might cause
you to be late.
c. Big jewelries are usually not part of the uniform.
d. Wearing big jewelries intimidate the guests.
2. The following are staff members of the food and
beverage department except:
a. Bar Manager
b. Dishwasher
c. Line Cook
d. Butler
3. Using visual materials to label items and to
provide instructions are practices under what phase
of 5S?
a. Systematize (Seiton)
b. Sort (Seiri)
c. Sustain (Shitsuke)
d. Standardize (Seiketsu)
4. As an F&B staff, you are expected to practice
proper work habits in order to meet the expectations
of the guests and your co-workers. Which of the
following is an inappropriate work habit for an F&B
staff?
a. Performing additional tasks when necesssary
b. Treating guests as a burden
c. Asking questions to clarify instructions
d. Accepting and giving feedback
5. Which of the following best explains why it is
important for an F&B staff to look out for his/her
health and hygiene practices?
a. Proper health and hygiene practices are included
in the policy of most establishments.
b. Being an F&B staff is mainly about looking
good and presentable.
c. Being an F&B staff involves dealing with
people and handling food items.
d. Proper hygiene enhances your productivity and
performance as an F&B staff.
6. The most important step that you must do when
you cannot attend a shift is to....
a. Inform your supervisor about your concern.
b. Miss the shift and apologize afterward.
c. Ask one of your coworkers to exchange shift with
you.
d. Inform one of your co-workers about your
concern.
7. Which of the following is not true for both casual
dining and fast food restaurants?
a. Both observe free-seating of guests.
b. Both offer menu items that are more-affordable
than in fine-dining restaurants
c. Both have lower guest-to-staff ratio compared to
fine-dining restaurants
d. Both offer easy-to-prepare menu items
convenient for take-away
8. Which of the following best illustrates the
relationship of the food and beverage service sector
to the hospitality industry?
a. A balik-bayan visits Coron and stays at a hotel
with a 24-hour room service.
b. Friends celebrating at a hot pot restaurant in
Maginhawa.
c. Tourists going to Balayan, Batangas for the annual
Lechon Festival.
d. Guests grape-picking in San Fernando, La Union.

9. This document is usually handed before the shift

starts to let you know the activities that you must
accomplish during your shift.
a. Daily Task Sheets
b. Contracts and Job Description
c. Direct Requests
d. Standard operating Procedures (SOPs)

10. Which of the following shows the right sequence

of the 5S practices?
a. Sort, Systematize, Sweep, Standardize, Sustain
b. Systematize, Sort, Sweep, Standardize, Sustain
c. Sweep, Standardize, Sustain, Sort, Systematize
d. Sort, Sweep, Systematize, Standardize, Sustain
Unit 2: Preparing the Environment for Food and Beverage Service
At the end of this unit, you should be able to:

 Observe the necessary steps/checks in preparing for the upcoming service session
 Identify yourself with the types of menu
 Perform the following procedures in preparing the food and beverage service environment:
o Setting tables;
o Dressing tables; and
o Napkin folding techniques.
 Perform the proper procedure for taking table reservation

LESSON 1: Checking the Requirements of the Upcoming Service Session

Introduction
The goal of a food and beverage service staff is to provide efficient and well-delivered food and beverage service
to the guests. To do this, you must prepare for the upcoming service session taking into consideration its
requirements

TOPIC 1: Understanding the Upcoming Service Session

https://www.youtube.com/watch?v=cYIzkPxHmmM

To be able to provide an efficient food service that will satisfy the guests, here are the activities that are
commonly undertaken to help an F&B service staff anticipate and understand the upcoming service session. 

1. Check the table reservation.

2. Consider the anticipated trade.
3. Arrival and treatment of VIPs
4. Check for special service protocols or plans for the upcoming service.
5. Limitations for service

TOPIC 2: Checking the Menu for the Upcoming Service Session

TOPIC 3: Cleaning and Checking the
Restaurant Area
Part of a well-delivered food service
is providing a hygienic and secure environment for the guests. This involves having a clean and orderly service
area where guests can eat conveniently and without any worries. 
Major cleaning activities are done when the restaurant is closed leaving the responsibility of monitoring the
cleanliness during operation hours to the food and beverage staff. The following are the restaurant areas that
must be kept clean: https://www.youtube.com/watch?time_continue=20&v=cSVqcoxgDZY&feature=emb_title

LESSON 2: Setting Up the Dining Area

Introduction
Preparing the service area requires time. Therefore, the food and beverage service staff are given at least an
hour to set up the service area before the session starts. 
The service area is where the guests spend most of their time while in the restaurant and where you do most of
your tasks as food and beverage service staff. It should be set up properly depending on the existing policy or the
requirements of the upcoming session. 
This lesson includes the various tasks to be performed in order to prepare the service area such as setting up
furniture and food and beverage
equipment and tableware preparing the
waiter’s station and adjusting the food
service environment.
TOPIC 1: Setting Up the Furniture and
F&B Service Equipment

Setting up the furniture and F&B

equipment is one of the major tasks
involved in preparing the service area. The following measures should be observed when setting up the furniture
and equipment:
 
Determine additional setup for special occasions.
The physical setup of most establishments is made permanent. However, several instances will require you to
prepare additional arrangements for special occasions such as setting up the buffet table and promotional
devices. Doing so requires you to be familiar with the floor plan. A floor plan shows the manner in which the
tables are arranged in the restaurant area.
The following are also common factors that should be considered when setting up additional service
requirements:

1. Shape and design of the room

2. Immovable objects (Staircases, Waiter’s stations)
3. Shapes and sizes of furniture and equipment
4. Emergency exits and doors
5. Ease of movement for guests and personnel
6. Location of bar and toilets
 
Check and clean the furniture.
The cleanliness of the tables and chairs and the comfort of sitting in the dining area has a huge effect on the
overall dining experience. Dining room furniture must be well-maintained. The following are some measures to
undertake to make sure that guests will return to your restaurant:

1. Use the appropriate cleaning material to wipe the furniture.

2. Make sure that tables are clean and dry before making it available to guests.
3. Clean chairs regularly to prevent small crumbs from building up.
4. Avoid using abrasive cleaners and products such as sandpapers and brushes with hard bristles.
5. Examine the furniture regularly and report defects to the appropriate personnel.
 
Prepare the equipment for service.
Various machines are used depending on the range of service provided by the restaurant. Below are some steps
to follow to make sure that equipment will function well in the course of the food and beverage service session.

1. Clean and use all equipment according to the instructions provided by the manufacturer.
2. Items that are not clean, unsafe or are showing signs of malfunction should be removed from service and
reported to the appropriate personnel.
3. Turn on machines that need to be prepared before the service starts.
4. Beverage dispensers should be inspected regularly to make sure that they are clean and in good
condition.
 TOPIC 2: Clothing Tables
Different establishments have different ways and
styles of clothing a table. External requirements such
as event themes and guest preference also affect the
way a table is clothed.  Below are the types of linen
used in the food and beverage service.

Procedures for Laying the Tablecloth

1. Check if table is clean and sturdy.

2. Make sure that the tablecloth is folded in a
concertina or accordion-like manner.
3. Place the folded tablecloth on the table with its
open end facing away from you.
4. Unfold the topmost layer toward your
direction.
5. Hold the second and the bottom layer to secure
them in place.
6. Let it hang on the edge of the table.
7. Using your thighs, press the unfolded topmost
layer to secure it in place.
8. Pull the bottom layer to release the rest of the
tablecloth.
9. Adjust the tablecloth to make sure that the
overhang falls equally on each side.
10. Lay the topcloth through the same procedure.
Tips in Clothing a Table

 The tablecloth should be clean and freshly

laundered.
 Any linen with stains should be discarded.
 Tablecloths should be pressed and free from
wrinkles.
 Never let the cloth touch the floor.
 Make sure that the cloth is laid on the right side
up.
 If appropriate, use the tablecloths to cover the
legs of the table.

Skirting Tables
The table skirt is a fabric or a paper drape which
covers the front and the sides of the table from the
surface down to the floor to hide the legs of the
table and the underneath from plain sight. Table
skirting is traditionally done from scratch. However,
most establishments now commonly use ready-
made table skirts which can be easily attached to a
table.
TOPIC 3: Preparing Table Napkins

The word "napkin" is derived from the French

word “naperie” which means “household linen.”.
The use of table napkins in the food and beverage
service started in the year 1400 on royal events.
Back then, the napkins that they use were made
from warm and perfumed pieces of cloth. 
Table napkins serve two purposes: First, to wipe
the hands and the mouth of the guests or to
protect guests from spillage; And second, to
decorate the table for a more pleasing table
setting.

Guidelines for Preparing Napkins

The common size of table napkin used by food and
beverage establishments now is 16x16 inches
(40.6x40.6 cm.) or 18x18 inches (45.7x45.7 cm.). Below are some of the measures you must observe when
preparing table napkins.

 Make sure that napkins are freshly laundered and well pressed.
 The napkins should have no stains and other dirt.
 Napkins should not have holes or any torn parts.
 Napkins should be starched to make them sturdy.

Pyramid Napkin Fold

https://www.youtube.com/watch?v=_uIqkWy3pvA&feature=emb_title

1. Lay the napkin with the front side up.

2. Fold the napkin diagonally to form a triangle
3. Take the two corners of the base of the triangle and fold it to meet the corner closest to you. Doing this
will make a diamond shape out of the table napkin.
4. Turn the napkin over and keep the open end facing away from you.
5. Fold the napkin diagonally to form another triangle.
6. Fold the triangle in half vertically with the open ends hidden behind.
7. Let the napkin stand into a pyramid.

Candle Napkin Fold

https://www.youtube.com/watch?v=q48f4gv4LCQ

1. Lay the napkin with the front side up.  

2. Fold the napkin diagonally to form a triangle.
3. Fold up an inch from the base of the triangle
4. Turn the napkin over.
5. Fold one side of the triangle up and start rolling the napkin.
6. Roll the napkin tightly into a cylinder until it reaches the other end.
7. Tuck the end of the napkin to secure the roll.
 8. Fold one of the tips of the roll to reveal the smaller tip.
9. Let the napkin stand into a candle with the smaller tip as the flame.

Fan with Stand Napkin Fold

https://www.youtube.com/watch?v=g2tKkifVxNw

1. Lay the napkin with the front side up.

2. Fold the napkin crosswise to form a rectangle.
3. Starting at one of the narrow ends, fold the napkin into an accordion-like figure.
4. Leave enough inches unfolded for the base of the fan.
5. Secure the folded part of the napkin and fold it in half.
6. Fold the base diagonally and tuck its end underneath.
7. Release the folded napkin and let it stand into a fan.

Rosebud Napkin Fold

https://www.youtube.com/watch?v=M0f9A13hYdk

1. Lay the table napkin face down in front of you.

2. Fold the napkin diagonally into a triangle.
3. Fold the farthest corners to meet the corner closest to you. The napkin should form a diamond.
4. Turn the napkin over. Keep the open end pointing away from you.
5. Fold the corner closest to you outward to form a pentagon.
6. Turn the napkin over one more time.
7. Fold an inch on one of the sides two times.
8. Do the same with the other side.
9. Tuck one side with the other to secure both folds.
10. Let the napkin stand into a rosebud.

Bishop’s Hat Napkin Fold

https://www.youtube.com/watch?v=0sVfcA2lsXE

1. Lay the napkin with the front side up.

2. Fold the napkin crosswise to form a rectangle.
3. Take one of the farthest corners of the rectangle and fold it diagonally.
4. Hold the fold in place and take one of the closest corners.
5. Turn the napkin over.
6. Fold the napkin horizontally revealing two triangles along the longer side.
7. Gently roll the one triangle and tuck its end underneath the right triangle.
8. Do the same with the other triangle.
9. Form a circle out of the base of the napkin.
10. Let the napkin stand and make sure that its center looks hollow.

Bird of Paradise Napkin Fold

https://www.youtube.com/watch?v=mhVhKIl9EC8

1. Lay the napkin with the front side up.

2. Fold the napkin in a quarter by folding it horizontally and vertically afterward
3. Fold the napkin diagonally to make a triangle.
4. Fold one of the corners inward.
5. The corner should form a tip pointing in your direction.
6. Do the same with the other corner.
7. Fold the tips outward to form another triangle.
 8. Fold the triangle vertically to expose the center seam.
9. Hold the base firmly and pull up four tips to create the wings of the bird of paradise.
10. Place the folded napkin in a goblet to let is stand.

Crown Napkin Fold

https://www.youtube.com/watch?v=zIkXAiN2XA4

1. Lay the napkin with the back side up.

2. Fold the napkin diagonally into a triangle.
3. Fold the closest corners to meet the farthest corner. The napkin should form a diamond.
4. Fold the bottom corner at about 2/4’s of the way to form a small triangle.
5. From the tip of the triangle, fold it down until its point touches its base.
6. Turn the napkin over.
7. Fold half an inch on one of the sides fold it toward the center.
8. Do the same with the other side until they meet at the center.
9. Tuck one side with the other to secure both folds.
10. Bend two of the outer layers of the napkin and let them hang on the side.

TOPIC 3: Preparing the Waiter's Station

Also known as the service station,
the waiter’s station is a table or a
drawer set up in a restaurant that
contains the necessary items to
assist the staff in the performance
of their duties.

Requirements of a Waiter's Station

The following are the items that should be found at the waiter’s station:

1. Menu list
2. Service trays
3. Condiments and single-use items
4. Clean crockery
5. Water Pitcher
6. Clean glassware
7. Clean table napkins
8. Bill folder
9. Clean cutlery
10. Centerpieces
11. Fresh line
Guidelines for Preparing the Waiter's Station
https://www.youtube.com/watch?v=5eThL8KH2Cs

TOPIC 4: Preparing the Cutlery

The term cutlery refers to any hand-held tool used for eating or serving food. Also called silverware or flatware,
cutlery items include spoons, knives, forks, and tongs. The following are the common types of cutlery:

Tips for Handling Cutlery

Cutlery items deliver the food from the plates to
the guests. It is important that they are kept
sanitized and polished at all times. Here are
some of the steps to keep cutlery items
polished:

 Sort cutlery items according to type and

place them in a utensil organizer.
 Hold cutlery items by the handles.
 Use a lint-free cloth to wipe the service
end of the cutlery items.
 Place polished cutlery on an underplate.
Make sure to place cutlery items handles up in the service position.
 Do not touch the part of the cutlery that goes into the mouth of guests.
 Use a lined plate when serving additional cutlery.

TOPIC 5: Preparing the Crockery

The term crockery includes plates, dishes, and cups used in dining. Most crockery items are made of baked clay
but some are made out of metal and glass. Here are the common types of crockery:
TOPIC 6: Preparing the Glassware
There are numerous variations of glassware in the food and beverage industry. This tableware varies according
to shape and the beverages they are used for. The following are the most common types of glassware used in
food and beverage service:

Tips in Handling Glassware

Glass items are fragile that is why proper measures should be observed in handling them. The following are
some of the safety and sanitary tips when handling glassware:

 Use ice scoopers or tongs to fill the glass with ice. Never use the glass to scoop ice.
 To avoid breakage, do not dip a hot glass in cold water.
 Do not stack the glassware.
 Use trays in carrying more glass than you can handle.
 Always handle the glass by the stem or the base.
 Handle stemmed glasses separately to avoid breakages.

Tricky Tableware
TOPIC 7: Setting Up Tables
Setting up tables means placing the tablecloth, and the appropriate tableware and linen on the table. This topic
will present to you the most common table set up today. 
Ala Carte / Basic Cover Setup

Table d’Hote Cover Setup

A table d’Hote menu is known for having a set
price for a meal including a certain number of
courses. In this menu, the table is preset so all
the necessary tableware for the entire meal are
already laid out. Table setup may vary according
to what the first dish is based on the order of
the guests. If a soup is the first dish, soup
spoons should be set together with the rest of
the tableware. Meanwhile, if fish or other items
like escargot snails are on the menu, the
appropriate dining utensils should also be
included in the setup. 

Standards in Table Settings

Uniformity and Balance

1. There should be even spacing

between chairs and covers or the
table setting for each guest.
2. Same glassware and crockery and
cutlery items should be provided for
guests who have the same food
orders.
3. Cutlery items should be aligned
properly with the same distance
from the edge of the table.
Order and Timeliness

1. All service equipment should be on the appropriate side of the cover.

2. Glasses, cups and saucer, knives and the cocktail fork should be on the right side.
3. Forks and knives except for the cocktail fork should be on the left side.
 4. Condiments should be at the center together with the centerpiece.
5. Cutlery items should be arranged according to the sequence they are going to be used.
Completeness

1. All the necessary tableware should be set before the service starts. 
2. Coffee or tea must be with sugar or creamer.
3. Placemats can be set up when the table is not covered with a tablecloth.
4. Condiments should be set on the table and refilled when appropriate.
5. Client requirements and cover adjustments should be provided before food orders are served.
Eye Appeal

1. The whole setup should look presentable.

2. Presidential and buffet tables should be skirted for banquet events.
3. Appropriate color combinations should be observed.
4. Appropriate centerpiece and decors should be used.
Hygienic Practices

1. The hands are washed and dried clean when setting up the table.
2. Tablecloths, napkins and other linen items are pressed and freshly laundered before these are made
ready for use.
3. Table napkins and other linen items are not overly-handled during the napkin folding and the table
set up.
TOPIC 8: Preparing and Adjusting the Service Environment
The ambiance is an important element in the overall dining experience. As a food and beverage service staff, you
should consistently monitor the environment during service to ensure that it is in line with the policy and
requirements of the establishment. Most venues will have a standard policy regarding the following elements:
https://www.youtube.com/watch?v=-FAnmSZey7g&feature=emb_title

 Restaurant Temperature
 Lighting
 Music
 Table Decorations and Floor Display
 Hygiene and Sanitation

LESSON 3: Processing Incoming Reservations

At the end of this unit, you should be able to:

 Observe the necessary steps/checks in preparing for the upcoming service session
 Identify yourself with the types of menu
 Perform the following procedures in preparing the food and beverage service environment:
o Setting tables;
o Dressing tables; and
o Napkin folding techniques.
 Perform the proper procedure for taking table reservation

INTRODUCTION
A reservation is an arrangement made in advance to have a table available at a particular time. Guests can make
reservations over the phone, online or in person. Restaurants make it a goal to fill as many seats as possible for
every shift while still maintaining high standards of food and beverage service. Many restaurants take
reservations in order to assist guests or parties whose plans require a specific seating time. However, not all
restaurants accept reservations.
TOPIC 1: TAKING TABLE RESERVATION

Procedures for Taking Table Reservation

The following steps are carried out in taking table reservation:
https://www.youtube.com/watch?v=EmwPkK1u-gk

1. Answer the phone call promptly. Using the proper telephone etiquette, introduce yourself and ask for the
name of the caller.
2. Use the name of the guests appropriately and gather the following important information:
o Number of guests
o Reservation date
o Arrival time
o Name of person who will be checking in
o The contact information of the person checking in and the person making the reservation
o Other special requirements
3. Recap the details of the reservation to the caller.
4. Conclude the call properly.
Following up Table Reservation
It is vital to confirm or follow up all reservations to make sure that the limited space can be used in the most
profitable manner. Following up on reservations is usually done the day before or on the morning of expected
arrival of the guests.

Importance of Following Up Table Reservations

The following are the main reasons why reservations should be followed up : 

 Gives the guests the impression that you value their patronage 
 Ensures that guests who have made a reservation will have an allotted space when they arrive 
 Ensures tables can be given to others if the guest is not coming anymore 
 Confirms information or arrangements regarding the booking 
 Ensures that any changes can be accommodated before the guests arrive.
 Enables staff to explain parking arrangements to help facilitate their arrival 
 Allocates tables for others on the waiting list

Follow Up Activities
Once the reservation has been confirmed there are a number of tasks that need to be performed. These include: 

 Informing the waitstaff of the tables under their responsibility of reservation details and requests. 
 Informing the kitchen staff of any requests.
 Follow up the other staff on any requests such as a birthday cake. 
 Notifying people on the waiting list if a reservation has been canceled. 
 Processing charges as applicable. 
 Set the tables accordingly such as placing a reserved sign on the table 

1. Arrange the following procedures for laying the
tablecloth in the proper sequence:
1. Adjust the tablecloth to make sure that the
overhang falls equally on each side of the
table. 
2. Place the folded tablecloth on the table with
its open end facing you.
3. Pull the top-most layer to release the
centerfold.
 4. Hold the upper two layers and release the
d. Reserved tables can be prepared at the proper
bottom layer of the cloth. Place it over the
time prior to the arrival of the guest
far edge of the table.
Select one: The following guidelines for preparing the waiter’s
station is true except:
a. 2, 4, 3 and 1
b. 4, 3, 2 and 1
c. 3, 1, 2 and 4 a. Damaged items should be discarded according to
the policy of the establishment. 
d. 1, 2, 4 and 3
b. An order form should be filled out when
2. Identify which of the following groups consist of restocking items in the waiter’s station.
stemmed glassware only?
c. The waiter’s station should be kept clean and tidy.
a. Irish Coffee Glass, Brandy Snifter, Rock Glass
d. Place the waiter’s station in a secluded area
b. Pilsner, Collins Glass, Margarita Glass hidden from the guests.
c. Red Wine Glass, Water Goblet, Shot Glass
6. The weather is rainy and the outdoor temperature
d. Sherry Glass, Champagne Flute, Martini Glass  is low. What adjustments might be necessary to
make the dining environment more comfortable?
3. In this cover setup, the required tableware is only
a. Make lights brighter and the temperature
placed after the order was taken.
higher.
a. A la Carte
b. Play livelier and louder music. 
b. Basic
c. Relocate tables and add more table decorations.
c. Table d'Hote x
d. Dim the lights and lower the temperature.
d. Cover
7. This is a term used to determine a table setup
4. The following are important information made for one guest only.
commonly gathered when taking table reservation
a. Reservation x
except:
b. A la Carte x
a. Dietary restrictions of guests
c. Basic x
b. Number of guests
d. Cover
c. Contact number of guests 
d. Date of reservation 8. This term refers to the type of tableware that is
commonly made up of baked clay and includes
5. The following are reasons why it is necessary to plates, dishes and cups.
check the reservation first before setting up for the
a. Crockery 
upcoming session except?
b. Consomme
a. There might be a reservation for a group of guests
requiring changes in the regular setup c. Cutlery
b. Pre-orders can be determined to estimate the d. Cruet
preparation time 
9. This type of menu is characterized by food and
c. To know if guests would need high chairs or
beverage items having separate prices.
wheelchairs
a. Table d’Hote
b. Carte Du Jour  c. Make sure that the smoking area is provided with
c. Plat du Jour
d. Ala Carte
10. Which of the following is not a type of cutlery?
a. Soup Tureen  furniture and other physical features in the
b. Parfait Spoon
c. Steak Knife
d. Butter Spreader
11. Which of the following is not true about
following up table reservations?
a. It determines if tables may be given to other
guests if the former reservation has been canceled.
b. It makes sure that guests who have made a
reservation will have an allotted space/table when
they arrive.
c. It determines what mode of payment is to be
applied. 
d. It enables staff to explain parking arrangements
to help facilitate the guests’ arrival
12. Which of the following should not be done when
checking areas of the restaurant before the service
starts?
a. Check the waiting area for cleanliness.
b. Provide restrooms with hand soaps and enough
supplies. x
ashtrays or bins for cigarette buts.
d. Place soiled tableware in the waiter’s station.
13. Which of the following statements is true about
setting up the furniture and equipment? 
1. Floor plans show the arrangement of
restaurant area. 
2. When cleaning wooden furniture, it is
advised to use abrasive products such as
sandpapers. 
3. F&B equipment should be checked to make
sure that ingredients are enough for the next
session.
4. The location of the bar and the restrooms
should be considered when changing the
floor plan.
a. 1 and 3 only 
b. 1 and 4 only
c. 1, 2 and 4 only
d. All of the above
14. Why is it important to check the menu before
setting up for the upcoming service session?
a. To promote the menu items before the service
starts
b. To know the tableware that should be included
in the setup
c. To determine the number of incoming guests 
d. To determine where the menu can be placed

Unit 3: Receiving and Resolving Guest Complaints

At the end of the session, you should be able to:

 Deal with complaints from the guests.

 Determine the proper course of action to take when there are guest complaints.

LESSON 1: Dealing with Guest Complaints

INTRODUCTION
Complaints arise when the needs, wants or wishes, and expectations of guests are not satisfied. Complaints
commonly arise in every establishment. While some might think that these bring negative implication to service,
guest complaints when resolved correctly and quickly, provide opportunities to improve the service and to
develop a good relationship with the guests.
TOPIC 1: HANDLING GUEST COMPLAINTS
It is common among food and beverage establishments that some guests will have a problem with their food and
beverage orders. If guests are dissatisfied, it is better if they tell the service staff in order to set in place a course
of action to solve the problem. The following are some guidelines you should observe when handling guest
complaints: https://www.youtube.com/watch?v=MeilckkS6hI

 Welcome complaints from the guests and thank the guest for raising the complaint.
 Apologize for the problem and the inconvenience.
 Clarify details of complaints.
 Identify and review options to determine possible solutions.
 Agree and confirm action to resolve the complaint.
 Keep the guests informed.
 Refer complaints for appropriate action.
Tips for Handling Guest Complaints


Do not argue with guests.

Let the guest feel that you are
taking the matters seriously.
 Be objective, courteous and
discreet.
 Stay calm and positive. View the
situation as an opportunity to
turn a problem into a positive
service experience.
 Use effective communication and
interpersonal techniques.
 Ask the right questions.
 Follow up with the customer regarding the developments on the complaint.
 Do not treat guests as complainers.
 Listen to the complaint, apologize and act quickly to fix the problem. The sooner the problem is fixed
the better impression is made to the guest.
Tips for Handling Alcohol-Related Complaints
TOPIC 2: REFERRING COMPLAINTS
Guest complaints vary. There are complaints
which you can resolve in your capacity and
scope of authority. On the other hand, there
are also complaints which need to be
referred to the executive management or an
external body.
When to Refer Complaints?
It is advised that complaint is referred to
appropriate persons when:


The complaint involves serious
matter such as death, assault and
theft.
 Mastery of a skill, knowledge or equipment is required as evidence such as financial statement, bank
records and security surveillance equipment.
 When the situation is causing disruption in the operation and discomfort to the other guests.
 When there is a threat to your safety and the well-being of others.
Guidelines for Referring Complaints

 Do it quickly.
 Refer complaints to the appropriate
person as identified in the policies and
procedures of the establishment.
 Provide complete and clear details of
the complaint.
 Explain to the concerned guest that
the matter will be referred to a higher
authority.
 Inform the concerned guest to whom
the complaint will be referred to.
TOPIC 3: RECORDING DETAILS OF
COMPLAINT

Benefits of Recording Details of the Complaint

Every establishment should have records of guest complaints. The following are the benefits of recording
complaints: https://www.youtube.com/watch?v=GyvSib_JXwc

 Establishes a clear record of facts relating to a complaint.

 Identifies any communication or action taken.
 Keeps accurate and impartial facts of a complaint.
 Serves as a reference for any complaint that may arise in the future.
 Acts as evidence source if additional costs are incurred.
 Acts as a tool to identify common problems which are to be investigated.
 Provides a compilation of feedback from guests which can be used in the improvement of products and
services.

Necessary Information in Recording Complaints

Some food and beverage establishment have a form or document to be filled out in cases of guest complaint.
The following are important details to be noted regarding the complaint:

 Details of the complainant.

 Details of the complaint (date and time).
 The chronological order of events.
 Summary of discussions.
 Persons involved.
 Evidence collected.
 The subject of the complaint (staff, service, menu item)
 Recommendations or actions that were taken.
Unit 4: Performing End of Shift Activities
At the end of this session, you should be able to:
  Perform the activities involved in the inventory checking as well as in re-ordering and storing items; and
 Undertake the steps in providing handover.

LESSON 1: Replenishing and Requisitioning Items

INTRODUCTION
Before shifts change, certain measures should be undertaken in order to make sure that efficient service
continues afterward. Replenishing and requisitioning items for the incoming shift is part of the activities in
providing handover.
Topic 1: Replenishing and Requisitioning Items
One of the tasks you will be required to do at the end of a shift is to check the supplies you have in the
restaurant. By the end of each shift, items may need to be replenished or re-ordered to make sure that supplies
are enough for the next shift.

Replenishing Supplies
Replenishing items mean refilling condiments and re-stocking tableware to be used for the next shift. The
common F&B items that should be replenished includes:

 Condiments and sauces

 Clean tableware in the waiter’s station
 Linen
 Salt and pepper shakers
 Single-use items (drinking straws, toothpicks, takeaway containers)

Requisitioning Items
Requisitioning is requesting for items coming from the stock room. Requisitioning is done when the number of
supplies is below established par stocks. Examples of items that are requisitioned include:

 Condiments
 Pads and pens
 Glasses
 Cutlery and crockery items
 Linens
 Cash register rolls
 Take away boxes or containers
 Paper napkins
 Cleaning products
Filling up the Requisition Form
1. Which of the following statements is not correct
about the end of shift activities?
Select one:
a. Handover should be done before the day starts.
b. Necessary items should be requested days before
they are needed.
c. Salt and pepper shakers and straw dispensers are
example of items that must be replenished.
d. A requisition form might be necessary when
requesting supplies.  to the guests as their shift ends.
2. Refer to the scenario below and identify the
details of the complaint.
GUEST: Excuse me.
STAFF: Yes Sir, how may I help you?
GUEST: I would like to avoid making a scene but I
have been served with a raw pork.What is the best
resolution that you could offer to the complaining
guest?
What is the best resolution that you could offer to
the complaining guest?    resolutions.
Select one:
a. Excuse yourself and inform your supervisor about
the concern.  d. It keeps the guests informed about the progress
b. Ask the guest if the meal can be recooked
according to his preference.
c. Tell the guest that you will relay his/her concern
to the staff who took the order.
d. Apologize for the complaint and excuse yourself.
3. Why is it important to provide proper handover to
the incoming shift?
Select one:
a. It develops a bond between staff of different
shifts.
b. It provides a chance for an F&B service staff to
see the shortcomings of the previous shift.
c. It gives the staff a chance to properly bid goodbye
d. It ensures the guests that service will remain
efficient even when shifts change. 
4. Why is it important to ask questions when
handling guest complaints?
Select one:
a. It makes the guests realize how petty their
complaints are.
b. It gives you enough time to look for possible
c. It helps clarify details of the complaint.
of the action. 
5. Which of the following can be a result of an
improper handover?
Select one:
a. Guest complaining about a dish served raw.
b. All menu items are available through out the
shift.
c. Seat turn-over decreased compared to the
previous shift.
d. Supplies running out in the middle of the shift.  9. The following are necessary information when
6. The following are important details that a
requisition form must contain except.
Select one:
a. Items requested
b. Price of the items
c. Quantity
d. Date of request  10. Refer to the scenario below and identify the
7. It is important that the guests are kept informed
of the progress of the resolution because...?
Select one:
a. It determines the factual from the emotional
aspects of the complaint.
b. It shows your commitment to accomplish the
resolution agreed upon.
c. It helps determine the factual details of the
resolution.
d. It helps the guests identify the main points of the
complaint.  Select one:
8. Which of the following measures should not be
done when handling guest complaints?
Select one:
a. Listen to the complaint, apologize and act quickly
to fix the problem
b. If the complaint involves a staff member, always
take the side of the guest
c. Stay calm and positive
d. Clarify detail of complaint 
recording details of a complaint except:
Select one:
a. Taken actions and/or resolution
b. Date and time of the complaint
c. All the staff present during the shift
d. Name and age of the complainant 
details of the complaint. 
Guest: Excuse me. 
Staff: Yes Ma’am, how may I help you? 
Guest: I would like to talk to the manager. 
Staff: I apologize but the manager is not on the
premises right now. Would it be fine if I ask the
concern you want to discuss with the manager? 
Guest: I’ve been served with a cream-based soup
and it has triggered allergic reactions. I am pretty
sure that I have mentioned my lactose intolerance
while one of you is taking my order. 
What is the complaint about?
a. Guest did not order the soup
b. Absence of the manager from the premises
c. Guest’s allergic reaction caused by the soup
d. Soup is too creamy

LESSON 2: Providing Handover

INTRODUCTION
A handover is an activity where the first shift endorses unfinished functions of an establishment such as guest
service and other instructions for the incoming shift. Presented in this lesson are the steps in providing a proper
handover.
TOPIC 1: STEPS IN PROVIDING HANDOVER
https://www.youtube.com/watch?v=lMi3QipJGcM
Providing handovers is an internal function that food and beverage staff undertake in order to provide efficient
service even when shifts have changed. It is important that handovers are done with the most minimal if not
without any disruption to food and beverage service. The following are the steps to efficiently provide handover.

Before Handover
Prior to handover, the outgoing shift should observe the following measures:

 Make sure that all areas of the department such as the floors, tables, chairs, storage areas, waiter’s
station and equipment are clean and returned to their designated areas.
  Consumable items such as paper napkins, straws and toothpicks should be re-stocked and stored
properly.
 Make sure that there is enough change fund in the register for the next service session.
 
During Handover
The following information is provided to the upcoming shift:

 Status of the orders and service.

 Availability of products and supplies.
 The "86" items or out of stock menu items.
 Any guest complaints both resolved and unresolved.
 Any relevant information about specific machine and equipment.
 Details regarding the stocking of table utensils and other service wares.
 Information on financial transactions such as:

1. Guests who have already paid.

2. Guests or tables whose deposits have been received.
3. Guests who have indicated themselves as hosts of the table.
4. Guests who may be dining on gift certificates.
5. In-house guests who will be charging the accounts to their rooms.
6. Tables where accounts have been presented but not paid yet.
7. Status of every account in the service area.