DLANGUAGE STUDIO

NO 30 1st FLOOR
PERSIARAN B RAYA
LANGKAWI MALL
07000 KEDAH D.A

KERTAS PENERANGAN
KOD DAN NAMA
PROGRAM /
HT-010-1 FOOD AND BEVERAGE WAITER
PROGRAM CODE AND
NAME

TAHAP / LEVEL L1

NO DAN TAJUK M 03 A-LA-CARTE SERVICE

MODUL/ MODULE NO
AND TITLE

NO DAN
04.01 prepare guest orders
PERNYATAAN
04.02 adjust table setting
TUGASAN / TASK(S)
04.03 serve guest orders
NO AND STATEMENT

TRAINEES WILL BE ABLE TO USE SERVICE OPERATING

EQUIPMENT, SIDE STATION MISE-EN-PLACE, LINEN AND
OTHER OPERATING EQUIPMENT SO THAT SERVICE
OBJEKTIF MODUL /
OPERATING EQUIPMENT AND SIDE STATION ARE WELL-
MODULE OBJECTIVE
PREPARED, TABLES ARE PROPERLY SET UP AND LINEN
ARE WELL SET AND PREPARED BEFORE SERVICE
OPERATIONS

NO KOD / CODE NO HT-010-1/M03/P(1/1) Muka : 1 Drp : 7

TITLE : A-LA-CARTE SERVICE

PURPOSE :

This module guides trainees how to take a-la-carte orders, prepare mise-en-place after
orders have been taken, and how to serve orders to guests
NO KOD / CODE NO HT-010-1/M03/P(1/1) Muka: 2 Drp: 7

PENERANGAN
(03) A-LA-CARTE SERVICE

GREETING and PREPARING GUESTS ORDERS

How to greet Malaysian style ?

1. Smile, wish „Good….‟, bow a little, place right hand on left chest. This is a moment where
verbal and non-verbal communications are very important and must be carried out
professionally. A few words in the guests‟ language will certainly make them feel at home.
2. Ask whether they have made any reservation. If they have made a reservation, ask for the
name specified in the reservation.
3. If they are walk-in guests, ask how many are they in the group, offer them choice of tables
(except reserved tables), whether they prefer in the terrace (if available) or air-conditioned
area, smoking or non-smoking area.
4. Lead them to the table, pull the chair out, seat the ladies first, push back the chair as the
guest sit, unfold their napkin and place on their lap.
5. Present the menu. If the menu is a folded 2 page menu, open the menu as you deliver to
them. Give the wine menu to the head of the table.
6. Ask whether they would like to have a pre-dinner drink.

A-la-carte menu is a menu in which dishes are priced individually. A menu is a valuable piece of
literature for selling an establishment and its services. It must therefore have accurate
descriptions and pricing. Menu ordered as a-la-carte can be served as formal or informal service,
depending on the type of food services offered in a restaurant.

What is the difference between a-la-carte and set menu? A-la-carte simply means order from the
menu, pay according to the price. A-la-carte is suitable for small number of guests. Set menu is a
selection of food with a fixed price per head, suitable for larger number of guests. For a very
large number of guests (more than 20), set menu or buffet are more preferred by any restaurant.

Menerima, Mengambil dan Menghantar Pesanan

 Pastikan pelanggan telah bersedia untuk memberi pesanan sebelum mengambil pesanan
mereka. Tunggu isyarat pelanggan
 Belajar dan fahami hidangan dalam menu agar dapat memberikan penerangan yang baik
pada pelanggan
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 Jangan hadir ke meja tetamu dengan bau kurang menyenangkan seperti bau asap rokok
dan sebagainya. Ia boleh menggangu keselesaan tetamu.
 Murah dengan senyuman, berjenaka sekadarnya untuk memastikan mood baik dan
suasana tenteram.
 Gunakan kata panggilan yang sopan “tuan” “puan” atau sebagainya.
 Berhati-hati dan ambil perhatian ketika mengambil atau menulis pesanan

 Sebaik-baiknya lukiskan lakaran apabila mengambil pesanan (lihat contoh 1 di bawah)

 Sekiranya tidak menggunakan lakaran, maka gunakan system nombor kedudukan
pelanggan (Contoh 2 di bawah)
 Salin pesanan keatas captain‟s order dan berikan salinan pada cashier dan dapur.
 Selepas pesanan diambil, ulang semula pesanan pelanggan agar tiada kesilapan berlaku.
 Uruskan mise-en-place di meja tetamu setelah pesanan diambil
 Pastikan Standard Operating Procedures (SOP) dipatuhi di dalam semua langkah kerja
 Kenal pasti nama makanan dan minuman sebelum hantar kepada pelanggan. Ini boleh
dipastikan berdasarkan pesanan yang telah diambil.

Contoh 1 : lakaran pesanan untuk meja yang Contoh 2 : pesanan yang menggunakan
diduduki 4 pelanggan nombor kedudukan pelanggan
1
Orang juice 1 x Orange Juice (1)
Chicken soup 1 x Pineapple Juice (2)
Lamb Chops 1 x Apple Juice (3)
1 x Mineral Water (4)

4 Mineral Water Pineapple juice 2 2 x chicken Soup (1, 2)

Mushroom soup Chicken Soup 1 x Mushroom Soup (4)
Fish and chips Fish and Chips 1 x Spring Roll (3)

Apple juice 2 x Lamb Chops (1,3)

Spring Roll 2 x Fish and Chips (2,4)
Lamb Chops
3
Adalah menjadi kebiasaan seorang waiter menggunakan singkatan seperti :
OJ = Orange Juice, PJ = Pineapple Juice, AJ = Apple Juice, MW = Mineral water

Dari lakaran contoh 1, pesanan hendaklah disalin di atas buku pesanan untuk dihantarkan ke
dapur, bar dan cashier seperti contoh 2.

Di sesetengah restoren, senarai makanan telah dicetak pada buku pesanan/captain‟s

order. Gunakan contoh 2 apabila mengambil pesanan.
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Faedah menggunakan lakaran atau nombor kedudukan pelanggan ialah :

1. Waiter tidak perlu bertanya kepada pelanggan apabila menghantar makanan atau minuman
2. Mudah menyediakan mise-en-place untuk pelanggan setelah pesanan diambil
3. Siapa sahaja waiter yang bertugas boleh menghantar makanan kepada pelanggan walaupun
pesanan diambil oleh waiter yang lain

Peringatan : Harus diingat bahawa kedudukan nombor kerusi pelanggan hendaklah ditetapkan
sebelum bermula operasi untuk mengelakkan kekeliruan dan kesilapan. Ini boleh dilakukan
dengan melakar pelan meja di restoren sepenuhnya, dengan menetapkan nombor meja dan
nombor kerusi. Sebagai contoh, tetapkan kedudukan nombor 1 kerusi bagi setiap meja, dan
nombor seterusnya di meja sama hendaklah mengikut arah jam.

Adjust table setting

A. Napkin B. Fish Fork C. Dinner Fork D. Salad Fork E. Soup Bowl on Plate F. Salad Plate
G. Dinner Plate H. Service Knife I. Fish Knife J. Soup Spoon K. Bread Plate L. Butter Knife
M. Dessert Spoon N. Dessert Fork O. Water Goblet P. Red Wine Glass Q. White Wine Glass

Mise-en-place must be placed on the table for each customer depending on what they have
ordered.There is considerable debate as to what is the proper place setting for fine dining –
especially today with the explosion in originality and wonderful decorating ideas that have come
to represent chic and modern entertaining. Whereas, the presentation of fine silverware may be
governed by time honored traditions; more fashionable and unique place settings can be more
interesting. We all remember, when in doubt start with the soup spoon first, then fish knife and
fork, then service knife and fork - most importantly in often busy and crowded tables always
remember: Solids to the Left (bread) and Liquids to the Right (wine and water)

With all the original table presentations in vogue today – as a host – there are a few rule which
should guide you and your place settings. Primarily, all of the silverware or flatware that is
presented to your guests should be of a matching style – that is unless there is some incredibly
creative alternative that is well thought out and well delivered (always remember that thoughtful
presentation should never be confused for reckless results). Etiquette experts do feel that
silverware that is brought in with deserts, cheeses or appetizers and that are not part of the initial
presentation can be of a differing style; so that should ease your mind if you are presenting an
elaborate multi-course meal and you are running low on matching flatware. Furthermore, any
presentation of your setting should be driven by neat and symmetric spacing. Moreover, the
serving trays - should be as practically as possible - equally and evenly accessible by all.
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SERVING GUEST ORDERS

Customer‟s order can be presented in 2 different food service styles, ie formal and informal.

The informal meal service is used by most restaurants. This type of meal service is characterized
by the casual nature of service. Food is served to the customer who orders it.

Informal services include counter service, american service, family/asian service and buffet
service. In these type of services, the waiter delivers the food to the table or the chef places food
on buffet and the customers help themselves to it. In asian restaurants however, it is quite
common that a waiter serves the rice as well.

Formal food service (also known as table service) include english/host service, silver service,
russian service, french service and gueridon service. It is called table service because all or part
of the services is provided by a waiter to individual customer.

The following Formal Service / Table Service will be learnt in Level 2

 English/Host Service : Food is brought on platters by the waiter and is shown to

the host for approval. The waiter then places the platters on the tables. The host
either portions the food into the guest plates directly or portions the food and allows
the waiter to serve.
 Silver Service: Presentation and service of food to a customer (individually) by waiting
staff (using fork and spoon) from a food platter or dish.
 French Service : Presentation of food on platters to each customer by food service staff.
Customers select what they like to have.
 Russian Service : Food plated/portioned from a trolley and served to customers.
Vegetables and sauce laid on table for customers to help themselves.
 Guéridon Service : Food served onto customer's plate at a side table or from a trolley.
Also may include carving, cooking and flambé dishes and the preparation of salads and
dressings

INFORMAL FOOD SERVICE

Food ordered from a menu can be served as formal or informal service depending on the
type of services offered by a restaurant. Among formal services are silver, English,
Russian, Gueridon and French services. Informal service is also called American service.

The American service is a pre-plated service which means that the food is served into the guest's
plate in the kitchen itself and brought to the guest. American service can be presented either as
individual serving, in which each guest order from the menu individually and received what has
been ordered or as set menu, in which all guests receive the same food, served course by
course.
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The portion is predetermined by the kitchen and the accompaniments served with the dish
balance the entire presentation in terms of nutrition and color. This type of service is commonly
used in a coffee shop or restaurants where service is required to be fast. The waiter places food
to individual guest according to their a-la-carte orders, starting with the ladies first.

Individual/set menu service guidelines ;

 Orders which have been sent to the kitchen must be checked whether the preparation
has been made/completed
 An appetizer must be served within 15minutes from taking the order.
 Main course must be served within 15 minutes upon completion of the appetizer/soup.
 If the customers do not order an appetizer, their main course must be served within
15 minutes but not more than 30 minutes.
 Once the food for the whole table has been prepared by the kitchen, the
waiters/waitresses must immediately pick-up the food and serve to the customers.
 A waiter or waitresses must acquire knowledge of formal and informal food services
before they are ready to serve a customer.
 As a rule of thumb, serve food from the customers right .
 Serve hot foods on hot plates and cold foods on cold plates.
 Serve ladies first
 Serve cold foods first before hot foods.

Customer care in Food Service

The staff involved in food and beverage service in a catering establishment come into regular
contact with customers. This contact is very important if the customer should have a pleasing
money of the establishment and come again and again. Many customers judge an establishment
by the standard of its service. Good personal appearance and meal presentation are important
attribute of staff. The way in which a waiter stands, moves and responds to customer requests
often tells whether the waiter is interested in looking after the customers interest or not.

Facial expressions can show lack of interest to customers, posture, especially in the service area
should show interest and seriousness, no slouching or leaning on walls.

Always look at the person to whom you are talking. Poor facial expressions may show lack of
interest

Body movements like nods can reinforce verbal messages Use correct grammar and
pronunciation and talk clearly
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Berikut adalah tatacara sebagai seorang waiter yang baik.

1. Hadir awal ke tempat kerja 10 minit sebelum shif bermula.

2. Pastikan berpenampilan menarik sebelum ke tempat kerja.
3. Hampirkan diri pada tetamu dengan senyuman dan salam.
4. Ambil pesanan minuman dari kanan pelanggan mengikut putaran jam.
5. Ketika menghidangkan minuman, Tanya sekiranya tetamu ada persoalan tentang menu.
6. Jangan merenung pada tetamu lebih dari dua saat.
7. Kemas pinggan mangkuk apabila tetamu selesai makan dan pastikan minta kebenaran
terlebih dahulu sebelum mengemas.
8. Apabila menghidang makanan utama, sentiasa bertanya sekiranya tetamu inginkan
sesuatu.
9. Apabila hidangan selesai dimakan, tanya pada tetamu sekiranya ada apa-apa lagi yang
boleh dibantu.
10. Ucapkan terima kasih ketika mengambalikan baki bayaran.

Sikap Di tempat kerja

i. Sopan Santun
Amalkan sikap sopan santun sepanjang masa dengan pelanggan dan rakan
sekerja lain

ii. Pendengar yang baik

Amalkan sikap mendengar yang baik agar tiada kesilapan di dalam
mengambil pesanan pelanggan

iii Keselamatan di tempat kerja

Pastikan keselamatan di tempat kerja diutamakan untuk mengelakkan
kecederaan pada pelanggan mahupun rakan sekerja, misalannya dengan
memastikan lantai tempat kerja sentiasa berada dalam keadaan selamat,
cara membawa pesanan dengan betul terutamanya makanan dan minuman
panas dan langkah-langkah yang perlu diketahui sekiranya berlaku
kemalangan.

SOALAN :

1. Nyatakan langkah-langkah mengambil pesanan

RUJUKAN :

1. www.waiter-training.com
2. food and beverage service by :chales obber
3. profesional service system by:john wiley and son
4. step by step to be good server:august escoffier
5. http://foodsteward.com
6. www.waiter-training.com
7. www.fabfoodpix.com