Food and Beverages Services NCII

Lesson 1. Food and Beverage Operations

The Restaurant

A restaurant is a food-service establishment that serves prepared food to customers. Service

is generally for eating on premises, though the term has been used to include take-out
establishments and food delivery services. The term covers many types of venues, diversity of styles
of cuisine and service.

Restaurants are sometimes a feature of a larger complex, typically a hotel, where the dining
amenities are provided for the convenience of the residents and for the hotel with a singular
objective to maximize their potential revenue. Such restaurants are often also open to non-
residents. It ranges from modest lunch or dining places catering to people working nearby, with
simple food and ,fixed menu served in simple settings at low prices, or expensive establishments
serving expensive specialty food wines in a formal setting.

The Function of a Restaurant

The function of any restaurant and bar may be summarized as follows:

1. To provide food and beverage, served attractively fulfilling customer expectation.

2. To provide a nice environment where guests can enjoy the food and drinks.
3. To make a profit.

Types of Restaurants

1. Cafeterias- restaurants serving mostly cooked or ready to eat food arranged behind a food-
serving counter.
2. Fast-Food Restaurants- emphasize speed of service and low cost over all other
considerations.
3. Casual Dining Restaurants- a restaurant that serves moderately priced food in a casual
atmosphere. Except for buffet-style restaurants, casual dining restaurants typically provide
table service. Casual dining comprises of a market segment between fast food
establishments and fine dining restaurants.
4. Family Style Restaurants- are restaurants with fixed menu and fixed price, usually with
diners seated at a communal table such as on bench seats. Often these restaurants provide
children play are
5. Specialty Restaurants- they range from quick service to upscale. Menus usually include
ethnic dishes and/or authentic ethnic foods. They specialize in a multicultural cuisine not
specifically accommodated by any other listed categories. Example: Asian Cuisine, Chinese
Cuisine, Indian Cuisine, American Cuisine etc.

Staffing and Management

The focus of recruiting service personnel and management staff should be effective delivery of
services and proper management on daily basis, plus long-term goals of the restaurant. Restaurant
staffing depends on size, covers, style, and type of the food and extent of the operation.

But remember, the key for effective management and service delivery is teamwork. The following
personnel shows a structure of medium size casual dining restaurant.
 1. Restaurant Manager

This person has overall responsibility for the restaurant and other food and beverage service areas.
The restaurant manager sets the standards for service and is responsible for any staff training that
may have to be carried out, on or off the job. He or she may make out duty rosters, holiday
schedules, and hours on and off duty so that all the service areas and outlets run efficiently and
smoothly.

2. Captain

This person has overall charge of the service staff/ team. He is responsible for ensuring that all the
duties necessary for the pre-preparation for service are efficiently carried out and that nothing is
forgotten. The captain helps with the compilation of duty rosters and holiday schedules, and may
relieve the restaurant manager, on their days-Off.

3. Waiter

The waiter must be able to carry out the same work as the station headwaiter and relieve him on
days-off. The waiter will normally have less experience than the station headwater. Both the waiter
and the station headwater must work together as a team, to provide efficient and speedy service.

4. Trainee/Apprentice

The trainee is the learner', having just joined the food service staff, and possibly wishing to take up
food service as a career. During service, this person Will keep the sideboard well filled with
equipment, and may help to fetch and carry items, as required. The trainee carries out certain
cleaning tasks during the pre-preparation period. He may be given the responsibility of looking after
and serving some appetizers or smaller courses, from the appropriate trolleys.

5. Wine Waiter/Sommelier

The sommelier is responsible for the service of all alcoholic drinks, during the service of meals. He
must also be a salesperson. This employee must have a good knowledge of all beverages available,
the best wines to accompany certain foods and the liquor licensing laws applicable to the
establishment and area.

6. Host/Hostess

The role of a restaurant host/ess is to attend to guests needs, particularly, on arrival at the
restaurant. The host should "Meet, Greet and Seat" the guest. The hostess should make sure that;
guests leaving the restaurant have enjoyed their meal. The hostess is usually the final contact point
for the guest and this is a "sales" opportunity.

7. Barman

This person must have a good knowledge about the ingredients and methods needed to make
alcoholic and non-alcoholic drinks.
Food Service System

1. Conventional Food Service System

This service system is the most common of all the systems in the food service. In this kind of
system, ingredients are assembled, and food/dish are produced onsite. This system is usually
used in cafeterias, restaurants, small hotels and school canteens.

2. Centralized (Commissary) Food Service System

Centralized Foodservice is also known as central kitchen or food factory. In this kind of
system, food is prepared in one place then transported to satellite kitchens. This system is
most effective when mass production is required, airline industry is an example of
establishment that uses centralized foodservice system.

3. Ready -Prepared Food Service System

In ready prepared foodservice system, the food is produced onsite, it is usually
chilled or frozen then reheated and served to customers on site and readily available
to the customers. Ready prepared foodservice system is usually used by hospitals
and prisons.
 4. Assembly- Serve Food Service System
In this system, food is purchased then stored either chilled or frozen for later
use. Then it will be portioned and reheated and served to customers. It is usually
used by in-flight caterers.

Lesson 2. Taking Reservations

Taking Reservation

Types of Restaurant Reservations

These are two types of restaurant reservations, the manual reservation and online reservation. The
Manual Reservation System depend on the person designated, usually a host or hostess, to answer
the phone, record the details of the said reservation and taking their credit card information as
guarantee.

They may also answer guest questions, give accurate directions to the restaurant, and provide clear
information about parking. Forms will be used for reservation customer details. Systems and
processes have to work so the information collected can be stored and made available on the dates
it is required.

Product information such as room types, menu items, rate sheet prices, car types, live
entertainment, bus destinations, will all be in the form of brochures, charts, and hand-outs for the
staff. Accounting processes to collect the method of payment would be a cash register, petty cash
box, manual credit card machine or cashier to process the money.

On the other hand, the Online Reservation System makes use of the internet through a website,
where all the necessary information needed for reservation is keyed-in by the guest. Other
information about the restaurant, such as directions to the place, parking, active promotions and
discounts are also available online, instead of depending on the host or hostess for details.

It also provides up to date "real time" information on availability at the push of a button. When a
reservation is recorded the availability is automatically altered. Displays a suitable screen to input
customer information and requests.

A computer system may have a "history" of any guest who has used the establishment previously. It
can store information such as preferred room type, record of request, date of last stay, even the
amount spent previously
The Elements of Reservation

People make reservations for convenience and security. Many people like to plan out their holiday
or business trip to feel secure in the knowledge that they have a room waiting for them, they have a
prepared table for comfortable dining, they have a flight booked to take them back to their home or
next destination, and know they have seen all the attractions of the city during their stay. The role of
reservations staff is to ensure that they process all reservations in an efficient and professional
manner.

Types of Bookings

Accommodation suppliers - guests will need to have room bookings processed in order to stay at
establishments that provide accommodation such as hotels, apartments, resorts, guest houses,
caravan parks.

Aircraft - passengers need to have "Seats" booked for all types of air travel they undertake. These
bookings will vary according to the airline chosen, class of travel such as first class or economy, date
of flying (e.g. high season or low season or facilities that are included such as food or movies).

Cruise ships - passengers on cruise ships need to make bookings for the dates of their cruise. This
sort of reservation may include meals while on board.

Coaches or buses- to travel from one place to another or to visit a tourist destination.

Limousines (rental cars/vans) - customers can book transport to either drive themselves around or
have a chauffeur included with the vehicle.

Day/extended tours - includes meals and maybe accommodation and entrance fees to tourist parks.

Dining and meal reservations - table bookings for restaurants and/or eating houses.

Entertainment - a ticket booking such as theatre or music concerts.

Tourist attractions- events such as the different ethnic festivals of the Philippines.

Other venues - some Airlines will book accommodation for guests. If one hotel is fully booked, they
might make a reservation at another hotel. Travel agent's book theatre or concert tickets.

Some Ways to Check Availability

1. Ability to offer alternatives when the requested booking is not available.

2. Provide information on the costs and product features.
3. Record the details and requirements of the person making the reservation; a way of recording the
acceptable method of payment and provide confirmation details.

Ways Reservations May Be Received

Reservations can be received by an establishment in many ways depending on where they are, what
they are offering and what technologies they have available.

1. Over the telephone - customers dial the establishment directly.

2. In person - the customer comes into the establishment and communicates directly with the staff.
3. Mail - in some countries today, this is almost an extinct form for making a reservation.
4. Email - a booking done through an e-mail address.
5. Facsimile (fax) - this is another form of communication that is being replaced
by technology.
6. Internet - an on-line booking via a website.
7. Third party reservations - a booking that uses a reservation company to
make a booking for you e.g. Wotif, Asia Rooms, Statravel, Showbizasia.
8.Central reservation service- a central reservation service that controls
reservations for several venues.
9. Same chain referral - a reservation that has been referred from another
establishment belonging to the same group, for example: Asian Car Rental.
Hyatt Hotels, and Hilton Spas.

How to Take Table Reservations

Before taking a reservation, make sure you know the answers to the questions
which are likely to be asked. Following are tips and some possible questions in
taking reservations:

Tips in Taking Table Reservations

1. Answer inquiries promptly, clearly and as accurately as possible.
2. Ask pertinent questions to complete the details of the reservation. Take note of specials, and
changes in the menu and make sure to inform guest about it.
3.Gather all pertinent information on the reservation from the guest politely and efficiently.
4.Accurately record reservation data on forms and based on establishment standards.
5. Confirm customer reservations prior to their arrival.
6. Impart additional information to the guest such as food establishment, parking conditions and
directions to the establishment.
7. Always be calm and polite when speaking to the guests.
8. Avoid double booking.

Possible Questions of Customers When Taking Table Reservations

1. What kind of cuisine do you offer? (E.g. French, Italian, Cantonese, and Modern Australian).
2. What style of menu do you offer? (À la carte or Table d'hote)
3. Do you accept credit cards? If yes, which credit card do you take?
4. Can we bring in other food and drinks bought from outside?
5. Is there a corkage for food and drinks bought from outside? If yes, please how much?
6. What time do you start serving? For lunch? For dinner?
7. Do you accommodate children?
8. Do you cater persons with disability?
9. Are all rooms air conditioned?
10. Do you have parking facilities?
11. Do you cater specific functions?
12. Do you have smoking area?
13. How do we get there? What is the nearest landmark?

Telephone Ethics
Telephone plays an important role in times of reservation on phone. Perfect telephone handling
ensures efficiency of the reservation agent which at the same time upholds standard. Telephone
ethics are set of moral principles used when handling telephone.
Let us look at the tips that will help you communicate better over the phone:
1. Greeting - telephone conversation expects you to open the conversation with a nice greeting.
2. Take permission and be polite - a polite word or two always helps in bringing warmth into the
conversation.
3. Identify self and the organization - always introduce yourself before getting into any
conversation.
4.Clarity - do not use broken phrases. Always use a clear, &simple language.
5. Purpose of the call - think through exactly what you plan to say and practice before you place the
call. Jotting down the items you want to discuss.
6. Know your timeline and keep it short.
7. Avoid fillers and keep it interesting - filler words like "um and uh" must be
avoided during telephone conversations.
8. Smile through the phone - keep a "smile in your voice"
9. Find some quiet place - clearly without background noise.
10. Summarize, paraphrase and close - always end the call with a pleasantly

Lesson Information 1.3

Preparing Service Station and Equipment/Utensils and Supplies Dinnerware

This is usually used in serving main courses, salads, breads and other specialized hot and cold
desserts.
1. Platter - comes in 16", 14", 12", 10", and 9 inches in diameter. It comes in
round and oval shapes that are used to hold several portions of food.

2. Place plate/Show plate/Charger - a 12" plate, used as under liner for formal
sit-down dinners and not used to serve neither food nor used for eating.

3. Dinner plate - a 10" plate used to serve the entrée dish or the main course.

4. Fish plate - an 8" plate.

5. Luncheon or Breakfast plate - a 9" plate used for multiple purposes, like
informal daily dining, breakfast, or under plate for soup bowls.

6. Soup bowl/Soup plate - a 9" plate intended for soup, cereal, salad or dessert. Usually this goes
with an under-liner plate.

7. Salad plate - a 7-8" plate intended for serving salads, desserts or may be used as under-liner for
stemmed beverages ware, cereal or soup bowl.

8. Bread and butter plate - a 6" plate used for serving breads, molded salads, rice or desserts.

9. Cereal bowl- a 6" dip dish used for serving cereals, desserts, or rice. Sometimes for salads with
dipping sauce or dressing.

Flatware
This is usually used in the process of having a meal, getting the food from
the chinaware or dinnerware. Others are used in serving food and cutting the food.
1. Serving spoon and fork - for serving main dish and vegetables.
2. Butter Spreader - a small broad spatula - like knife, used to spread butter and marmalades. It is
approximately 5 to 6 inches long with a rounded or slightly wide tip.
3. Soup ladle - for soup from a soup tureen.
4. Sauce spoon - a wide, shallow spoon used for sauces and lifting foods out of casseroles.
5. Snail tongs or Escargot - for holding in the shell so the snail fork can extract them.
6. Pastry tongs - for picking up and serving pastries.
7. Dinner spoon - for main course; this is commonly used to consume rice in Asian countries like
Philippines.
8. Dinner knife - a table knife with straight serrated cutting edge that is broad with a rounded tip,
used for entrées. It is used to cut and push food and is laid on the table at all meats, except when
soup is served.
9. Soup Spoon - it is a large or rounded bowl, used mainly for soup.
10. Teaspoon - the average teaspoon measure approximately 5 ½ to 6 ¼ inches in length; is used
only for informal dining to stir hot beverages (coffee) and eat solid food.
11. Dessert spoon and fork - an elongated oval spoon used for dessert.
12. Demitasse spoon - half the size of the regular teaspoon, used together with demitasse cup for
after dinner coffee or hot chocolate, at an average length of 3 to 4 inches.
13. Fish knife - a pointed hook like tip used for fish appetizer like smoked salmon, pates and
deboning fish. It varies in sizes though the usual is 8 ¾ inches long.
It features a wide blade with a dull edge and a tip made with a notched point.
14. Fork - used for fish and sometimes seafood dishes; is approximately 7 ¼ - 7 ¾ inches in length.
15. Steak knife - a serrated cutting edge with a pointed tip used for steaks. It is approximately 8 ¼ to
9 inches long.
16. Salad knife - for salad like chef's salad and Caesars salad.

Glassware

This is usually used in beverages/drinks or any liquids. It is also used in non- alcoholic and alcoholic
drinks. There is a specific glass intended for any beverages, example white wine glass is for white
wine.

1. White wine glass - for serving white wines in general. It is generally narrow but not as narrow as
champagne flute, with somewhat straight or tulip shaped sides, allowing the chilled wine to retain its
temperature. It has a smaller mouth to prolong the coolness of chilled wine.

2. Red Wine Glass - also burgundy glass, for serving red wine in general,
specifically burgundy, Pinot Noir and Merlot. It is characterized by its rounder;
the mouth is wider which gives the wine a chance to breathe.

3. Whisky sour glass - for whisky sour drinks, rum or brandy sours.
4. Brandy snifter - for brandy, cognac, Armagnac, and fine champagne (RemyMartin) to capture its
aroma.
5. Collins glass - it is usually used for long drinks, fizzes and fresh fruit juices
like fruit punch, Tom Collins, Singapore Sling, and Tequila Sunrise.
6. Margarita Glass - for champagne cocktails. It has curve between the mouth and the stem.
7. Lowball glass Lowball glass/Rock glass/Old fashioned glass - is a short tumbler used for serving
liquor "on the rock", meaning over ice, or cocktails having few ingredients. It is named after the Old-
Fashioned cocktail, White Russian that is traditionally served in such glass.

8.Champagne flute- for serving champagnes or sparkling wines. It is characterized by a long stem
with a tall, narrow bowl on top; the shape keeps the sparkling wine attractive and inviting during its
consumption.
9. Cocktail/Martini glass - for Martini, Manhattan, Rob Roy, Grasshopper, Pink Gin, Gin Sling, Rusty
Nail, Gibson and Negroni. It has a cone shaped bowl on a stem above a flat base used to serve
cocktail.
10. High ball glass - It is a glass tumbler which holds same volume of liquid as Collins glass but
stouter in shape and is used to serve highball cocktails (spirits mixed with water, tonic, soda, and
ginger ale) and other mixed drinks like juices and soft drinks.
11. Pilsner glass - it is used to serve various types of light beers but is intended for pilsner; made to
showcase the color, clarity and to maintain a nice head for the pilsner.
12. Water goblet- used for serving water.

Other Specialized Utensils

This utensil also aids the process of serving food to the guests. It may be directed to the guests need
or to waiter's or server's tool.
1. Pasta server - used for serving pasta like spaghetti and noodles.
2. Cup and saucer - hollow bowl that supports a cup, it is used to serve coffee or tea.
3. Bouillon cup - made for serving broth-based soups (or bouillon). The bowl of the cup is narrower
and deeper than that of the cream soup bowl, the purpose is to better retain the heat of the bouillon
by limiting the surface area exposed to the cooler air.
4. Silver food cover/Dome/Cloche - a cover for a dish easily removed when it is about to served.
5. Water pitcher - commonly used for serving service water
6. Ice bucket - a basic bar tool commonly used for serving ice cubes. However, it is used a stand or
container for white wine in restaurant service on a bed of ice water to keep it under chilled
temperature.

Furniture
This is usually made of wood or a combination of other materials. This is very important in the dining
areas for the customers feel comfortable for dining. Careful selection and choosing a design must be
considered to add a very good ambiance in the restaurant.
1. Tables - generally comes in three shapes: round, square and rectangle. Some shapes are
trapezoids, serpentine (arch shape) and half rounds.
2. Chairs - sizes and shapes of chairs will vary but all should be sturdy, large enough to seat guests
comfortably and clean. Chairs should also be checked for rough edges of legs that can snag on guest
clothing. It includes tiffany, straight backed padded chairs, stacking chair, folding chair, cantilevered
chair and molded chair.
3. other furniture - include flambé trolley, used by restaurants with table side preparation. In French
Service or captain, prepares dishes in the cart, it is positioned beside the guests table.

Table Service Utensils, Linens and other Restaurant Supplies

These materials are used to cover the table to look more elegant and gives beauty in table set up.
Table skirting also may be used, usually in a buffet style of table service. Therefore, tablecloth is very
important in setting up the table.

1. Tablecloth - it is used to cover dining table and it should be large enough to cover the top as well
as portion of the legs of table.
2. Table Napkin - a piece of cloth used to wipe lips or finger or to protect our cloth.
3. Top Cloth - this is designed to be laid over the tablecloth to protect it from spillage and provide it
a longer life.
4.Other Items and Supplies - salt and pepper shaker, toothpick holder, bill folder, tent cards, table
runners, candle holder, flower vase, trays, menu cards/book, highchair.
Pick up and Cleaning of Equipment and Supplies

1. Have a list of items to be picked and to be installed at the service station to

make sure nothing is left out.
2. Bring the requested items in a trolley or bus pan. Follow the guidelines as
follows:
 Chinaware - must be piled by tens to avoid accidental breakage.
 Glassware - must be in glass racks.
 Flatware - must be put in flatware rack or utility box container by type.

 If plates are to be carried by hand, do it in way that they are secured in both hands.
 Check for damages and remove them from service. Damage one should be recorded in the
breakages and losses report.

Cleaning, Wiping and Polishing Tableware

1. Prepare clean and dry wiping clothes. Make sure that one's intended for wiping
utensils/service equipment are separated from those used in wiping hands and wiping
tables.
2. Dry flatware and chinaware using clean, dry cloth. Do not dry them in electric fan as the air
that circulates maybe carrying dust and dirt.

3. Wipe/polish Chinaware and glassware on the following step:

a. Use a sizable polishing cloth, thoroughly wipe and polish all surfaces of plates and glassware.
b. Wipe the rim and make sure that all surfaces are thoroughly dry. Do not leave finger marks
on it.
c. Turn to the back of the plates and wipe dry the back surface.
d. For glassware's, bring the wiping cloth into inside surfaces of the glass and wipe thoroughly.
e. Wipe the rim and the base. Hands should not leave finger marks on the glassware.

4. Place the cutleries inside the wiping cloth and thoroughly wipe the handle, the
blades of the knife, and the mouth of the spoon and the tines of the fork.

Sanitation Measures During Mis-en-place and Set Up

1. Only clean and sanitized glasses, cutleries, chinaware and other service
equipment shall be set-up and to be used for service.

2. Equipment should not be exposed to contamination. Keep them in close

drawers or cabinets.

3. All service equipment must be air dried to protect them from watermarks.

4. All glassware, chinaware and cutleries should be completely dry before placing
in the service station.

5. When setting cutleries, carry them to the table in a tray or plate underlined with
tablecloth to avoid direct hand contact.

6. Never place cutleries directly on tables or counters. Use tablecloth to cover the
table.
7. Have bowls underlined with appropriate plate and never to be set-up or serve
with finger touching them.

8. Never set-up or return to the station any cutlery that has fallen on the floor.

9. Always wash wares within 30 minutes after use.

10. Handle glasses and dinnerware properly, not touching the sensitive surfaces
used for eating.

Mis-en-place, the French term means to "everything in place" in the food and
beverage service operation. It represents the basic preparations before the set up and the services
of food and drinks, including:

1. Gathering and assembling all needed service equipment and supplies.

2. Set up service station.
3. Cleaning, polishing chinaware, glassware, flatware and hollowware.

Preparing the Service Station and Stocking the Sideboard

To maximize the flow of service, it is advisable to install a service cabinet or sideboard (wait
station) in the restaurant. The shelves must be covered to prevent dust and dirt to get into
tableware. Items placed on the sideboard must be checked daily for cleanliness and condition. Each
item should be clean, free of spots and smudges, without chips or damage. Any chipped ware must
be removed from the service station

Proper Handling of Service Equipment

Management invests substantial amount in supplies and eauipment. Service staffs are
expected that these equipment's are handled gently and carefully. Staff should be sanitation and
safely conscious. Table utensil should be handled in the right spot stemmed glass by the stem,
footed glassware by the base, flatware by the handle. Bows should never be held by the rim, use
appropriate under-liners. The thumb should never show on the plate.

When setting up cutleries and glassware, avoid leaving finger marks by using trays or by
securing them inside a cloth napkin. To prevent breakage, be conscious of the rules of equipment
handling. Breakages are usually caused by the following factors:

1. Mechanical Impact -this refers to contact of glasses with other equipment and hard
surfaces. When this happens, a small abrasion is created which will weaken the surface and
probably increase the chance of breakage and chipping.
2. Thermal Shock - result of sudden change of temperature from cold to hot temperature or
vice versa resulting to cracks or breakage.
3. Improper Handling and Misuse of Equipment - using the equipment for a purpose it was
not intended for such as using a cup to scoop ice, using knives for opening cans, etc.
4. Inattentiveness or Absent-mindedness - accidents will often occur when service personnel
are absent-minded or are inattentive in executing services especially when they are carrying
breakable equipment.
5. Environmental Factors - a greasy or wet slippery floor, broken tiles, blind door may cause
breakage to tableware.
Tent Cards - also known as Table Tents, are triangular table displays. They are folded in way that is
readable from both sides of the displays. Its primary purpose is to show menu or the specialty of the
day. They can also be used to advertise products and services or promote discounts. Hostesses use
them on dining table as place cards. They maybe color coordinated for the event and may contain
designs or photos. Table tents may also be engraved by printer or made on color copier. They maybe
embellished with ribbon, glitter, silk flowers beads or pearls.